Complaints

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closed on our new construction house November 4, 2021.Had one year to request repairs Requested in October 2022.Waited for 4 months as I knew they were behind.Person responsible for repairs came by and said hed have to order ********* of siding that wasnt long enough at our front porch.Didnt hear back.Called office and was told by the person who answered the phone she would check into it. Have heard nothing. Email President of Shurm and again, nothing.This was the only item we asked to be repaired and still would like it repaired. Hello *********************, A repair list has been created for *************************************************************************************. The access PIN for this repair list is *******. This PIN will allow future access to *********** list. Created On: 10/24/2022 10:50:19 AM

  Business response

  06/20/2023

  Good afternoon,

  Our warranty manager, *********************, spoke with the homeowner today (6/20/2023) at 10:18am and he was went by their house around 10:30am. He informed the homeowner that we would order a piece of J channel and have it replaced. He said he would follow up with her once the materials were received and then he would schedule to have this repaired. Let me know if you have any further questions.

   

  Thanks!

  Customer response

  06/21/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************
  
  
  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from ****************** on December 6th, 2021. I then rented an apartment in Richmond so that I could enjoy watching the construction progress of my home. The experience turned out to be a continuing nightmare up to the eventual closing date of September 14th, 2022.During this **************************************************************************************************************************** a timely manner by the employee ****************** assigned to my home when I told him of my concerns. In my opinion he had a lackadaisical attitude and poor supervision of the workers which caused the excessive build time, over six weeks after the contract closing date of July 29th, 2022.I brought my concerns to the attention of several people in the ****************** organization, including Mr. ****************** when he visited the construction sight while I was there. Unfortunately for me, I saw no improvement in the building process.As time went by, The employee assigned to my house by ****************** indicated a closing date of August 17th, then August 31st, then September 5th before finally closing on September 14th, 2022.He told me that his indecision was due to him not wanting to give a date and be wrong, causing him to be the bad guy.This poor performance caused me to incur excessive rental costs of $1293.25..

  Business response

  03/13/2023

  We are sorry that you are upset about your build process.  We do explain at contract that the estimated completion date is just that, an estimate.  There are a lot of factors that can affect the timing of building, particularly in the last few years with Covid related shortages and delays.  Your contract states "Seller reserves the right to revise the Approximate Completion Date as well as the Start Date."  We would not be able to reimburse you for rental costs that occurred within this time.  

  Customer response

  03/15/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  03/21/2023

  As previously mentioned there are a variety of reasons why building times can vary, which is why it is always an estimate and we reserve the right to move closing dates.  I apologize for any frustrations that you had with the employee who you referenced, and please know that we are always looking for ways to improve our processes and will certainly take your feedback into consideration.

  For the construction issues that you mentioned, it looks like these have all been taken care of.  If you have any outstanding issues, please submit them through the warranty portal, as your home is still under warranty.

  Customer response

  03/23/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Once again you are hiding behind your rights but ignoring mine. As I have been saying, In my opinion the frustrations I experienced were caused by the poor performance of your company in the construction of my home. I expressed my dissatisfaction with the construction supervisor and Mr. ****************** to no avail. I have built seven homes with various builders over the years and can honestly say this has been my worst experience. 

  If you are sincere in your stated desire to improve you will accept responsibility and reimburse me for the excess rental expense that I incurred in the amount of $1,293.25.

  Otherwise as far as I am concerned , your excuses and apologies are insincere and meaningless.

  Regards,
  
  ***************************
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩