Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new built home on 09/16/2022. Soon after moving in I noticed water intrusion underneath the garage gate. I emailed the issue to Fralin Homes as per their protocol. Did not get response. Emailed again and was told they would refer issue to their engineers and no one came. I managed to get hold of their project manager when I saw him in the neighborhood. He came and saw the issue, suggested he would change the rubber underneath the gate but with little success. The water is now mostly flowing to the ends of the gate and then into garage. It then pools in the corners creating a risk for molds. As of today no one has come to address this issue. Have sent several emails and no response. Issue # 2 is of my driveway. On 07/31/2023 I notified, Fralin Homes about the settlement immediately in front of the garage, having become so low that our car's front part and bottom parts touches the garage floor whenever we pull in and out. In spite of slowly and carefully driving our Chrysler Town and Country into the garage, it gouged the edge of the garage floor. Now we can't park in it. The settlement is significant enough to be repaired under warranty. When it rains water pools in there which has caused that area to further settle and not be able to drive into the garage. Nearby is another crater whose cracked up pieces are moving and coming off exposing the gravel underneath. At closing Fralin Homes explained they would not repair normal settlement of the driveway, which I understand. They responded to me without even sending someone to assess my situation. I explained to them that pictures cannot show well enough the degree of settlement. In Oct 2023 responded asking if I still wanted them to come assess my problems. I responded with a yes. I sent a follow-up email early this year. However, I have not seen anyone or heard from them. I have more pictures I wanted to upload here. The limit size only accepted one picture.

  Business Response

  Date: 04/15/2024

  Good Afternoon,We are looking into the garage door and seeing if we can add any other weather stripping to avoid water. We do not guarantee a dry garage or basement in severe weather or acts of God.as for the driveway, we do not warrant settlement. Please see attached for our warranty provisions that discuss this thoroughly and was signed by the Purchasers.Thank you 

  Customer Answer

  Date: 04/15/2024

  I have reviewed the response offer 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. []Hi, thank you for your timely response. I appreciate the steps you have suggested he will do. I only hope it will not take another year for something to be done. On the issue of the driveway, the waranty form doesn't explicitly state that you not repair any level of settlement. Your wording it implies you may consider repairing significant settlement. I only signed the warranty form with this in mind not knowing that the quality of your asphalt driveway will be so mediocre. I never imagined it would settle to such a degree that I cannot drive in and out of the driveway without either damaging the vehicle or the garage floor itself ??. I expected some level of settling but not the extent of not being able to access the garage which is the case. I would appreciate if you would send someone to come and see the problem I am referring. It's significant enough to warrant being addressed by you. The picture I included in this response shows the gouging of the garage floor made by a Chrysler Minivan. The drop of about 7 inches in the asphalt driveway along the entrance of the garage is causing the bottom of vehicles to make contact with the floor of the garage. Thank you.  Regards, ********** ******* 

  Business Response

  Date: 04/23/2024

  Good Afternoon,We have gotten with our garage door company on further action that can be taken for the water intrusion. We are going to add additional weather-stripping on the concrete and on the door to hopefully alleviate the water intrusion.As mentioned previously, driveway settlement is not warranted. Our field team and head of construction have looked at the photos again and still agree there is no action that needs to be taken. We have previously let the customers know this is well. We do suggest as homeowner maintenance to fill/ seal your driveway after a year to take care of any natural settlement. We appreciate your business and we will be reaching out separately to schedule the garage door repair.Thank you!

  Customer Answer

  Date: 04/23/2024

  I have reviewed the response offer 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.   [I have reviewed your response on water intrusion and appreciate the steps you are taking.However, I continue to disagree with your position on the driveway issue. In your latest response here on BBB you expressed that Fralin DOES NOT WARRANTY it's driveways which contradictions the very document you posted here that you claimed I signed. That document is titled R Fralin Construction, Limited Driveway Warranty which you are now trying to imply it means no warranty. I am also aware limited warranty is not the same as a full warranty of the driveway. I had requested for your engineer to come and lay eyes on the driveway issue in order for an engineer to see if the settlement is not severe enough to warrant a repair. Last year I explained that the pictures cannot show you the severity of the vertical drop/displacement in front of my garage entrance. It runs along 90% of the entrance and is over 2 feet wide. The driveway drop ranges between 7.5 - 8 inches below the garage floor. This you cannot see on pictures. Minivans and all smaller vehicles cannot drive in and out of my garage without their bottom touching the garage floor. In Oct 2022, you emailed from your callback email, asking if I still needed someone to come and assess it, I responded yes. But no one came. What happened to that? The problem I have is not the customary settlement or rough areas/cracking that occurs to most driveways that limited driveway warranty states will not address.] Regards, ********** ******* 

• Initial Complaint

  Date:03/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a new construction home from R. Fralin on March 9, 2023. We had a final walkthrough with the builder's reps the day before on the 8th. During that walkthrough, ******** (Rep) pointed out that there was a bump in the flooring in the living room. She put blue tape over the section and assured us that this would be fixed and it was added to the punch list. On the signed put list, item #2 was "bump in floor in living room." I have multiple emails requesting this to be resolved. The first email was 5/3 and multiple times per month after. On 10/23 ******* ******** ******** finally came and applied a leveling compound. On 11/28 I emailed Fralin because now the "bump" had gotten worse and I sent photos of how my furniture is severely uneven. On 2/22 ******* ******** emailed Fralin that the issue was not the LVP flooring rather the framing of the house. On 2/23 I received an email basically saying there is nothing they could do. I explained to them that the "bump" from the flooring was not fixed, they blamed it on the LVP. A rep Fralin previously sent said its not the LVP its the joist in the basement that needed to be trimmed. The rep said it was not a flooring issue it was structural. On 3/7 Fralin sent another rep and a guy named **** who was at every appointment even the walkthrough. The rep said it was an issue with the leveling compound that was installed incorrectly. I continued to send emails to Fralin so they could fix the bump. On 3/15 I received another email stating there was nothing they could do. On the other hand, I still have an even larger "bump" in my flooring and no help from the builder. The issue that is on my punchlist that was promised to be fixed. The leveling compound either needs to be removed completely or reapplied correctly. I rather the level compound be removed so that a structural engineer could diagnose the real problem. Not only is there a large bump in the floor but 2 nearby joists are raised.

  Business Response

  Date: 04/19/2024

  We as a business, have a warranty guideline and contract in place to serve all customers equally and fairly. I have attached the warranty packet here though I am not sure it matters at this time. This is what each customer receives/ signs before and after their contract. To say that we did not respond to him for 7 months is simply untrue. We have many emails back and forth with him addressing his outstanding punch list items, his new submissions and keeping him posted on our communication with the flooring company. All of his submissions and concerns were addressed in a timely manner but this item was not a simple answer so it took time to see what needed to be done. On May 3rd of 2023 Mr. ******* acknowledges our warranty stipulation of “Builder will correct if unevenness exceeds 1 in within a 32 in measurement.”. Between that time and October, we kept him apprised of our communication with ******* and let him know on 6/13/23 that ******* would be reaching out to him to schedule a repair. This repair was completed in October, I am assuming based on availability, as we were not involved in that. In November, we reached out to the customers to check to see if a different repair was made, Mr. ******** response was that it had been done along with the flooring repair but they were not satisfied. We responded the same day to this asking for photos. Mr. ******* sent photos to us on December 8th. We responded December 12th letting them know we were reviewing and would get back with them. We then let them know we were working with a vendor on this. After this, we agreed in March to have our carpenter go out to do the test to see if the repair was within guidelines. On March 7th he went and on March 15th we sent the attached email in regards to our findings along with the attachments.  As you can see, we have not neglected this customer in anyway. Lumber movement or settlement is natural in occurrence and not warranted. We fulfilled our punchlist duties by having the leveler installed and then went back and did the test to see if it was sufficient. There are no structural concerns here. 

  Customer Answer

  Date: 04/19/2024

  I have reviewed the response offer 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. Simply put the issue still remains that there is a bump in the flooring which is stated on the punch list to be fixed. To this day there is still a bump in the floor so all the items on the punch list were not resolved. The leveler that was applied was not effective hence the issue has persisted. This is negligence and faulty on the part of the builder who does not stand behind their work. Once the bump on the floor has been fixed then the issue will be resolved. At no point was a structural engineer sent to take a look at the problem so there is no way that the builder could rule out a structural issue without proof. Regards, *********** ******* 

• Initial Complaint

  Date:08/27/2023

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LEAKING FOUNDATION CRACKS--We received keys to our new home on Friday, April 21, 2023. The next morning, we discovered 5 foundation cracks allowing water in our unfinished basement. There was also a small puddle away from the wall (an uncapped pipe, part of missing radon system). On May 18, 2023 Fralin replaced the footers on both sides of our home, but the cracks were still leaking. They sent a structural engineer to review the foundation cracks on May 17, 2023. The firm recommended injecting the cracks with an acrylic or polyurethane sealant, done on June 19 and 20, 2023. Two of the cracks are still allowing water intrusion. The operations manager said that according to code, they have "technically" fulfilled their obligations, but will "continue to monitor." Unfortunately, thunderstorms have occurred outside their business hours, even though we have invited them. We have sent pictures every time leakage occurs. They sent someone over to see the leakage, but the worker went to another house, the 1 time rain/leaking would have been seen. Workers stopped by once and asked to see the basement when it hadn't even rained at our home. We were accused of denying them access. We ask you to review the attached photo of water dripping down our basement wall. We maintain this is unacceptable in a brand-new, half million-dollar home. SCREEN DOOR INSTALLATION. Contractual punch list item--We still do not have a screen door to our deck. They dropped off a screen on our front porch (and to let them know if WE need help installing) while we were out of town. It is the wrong size, still sitting on our porch 10 days later. CRACKED KITCHEN CABINETS--60-day warranty item, not completed. CLUSTER MAILBOXES--Fralin installed mailboxes at the end of driveways, but no mail delivery. Surprise! We will have cluster mailboxes---Not yet operational. We have had to go to the PO for our mail, one neighbor has since Nov. 2022! COMMUNICATION has been lacking. We have gone weeks without replies.

  Business Response

  Date: 08/30/2023

  For these clients, we have gone above our obligations according to the Virginia Statute for new homes. We had the cracks in the wall filled and sealed. The clients are claiming that there is active leaking and drippage. We have sent people out and reviewed photos sent and this has not been the case. I have attached the most recent photo from the Homeowners. There is no active leaking or drippage. We do not waterproof a basement but damp proof. It is a true aberration. We will continue to evaluate the situation.For the screen, the correct size was dropped by the home and the correct one is on the way. We will of course install this for them as we had said to them previously.For the cabinets, the parts are on order and will be installed by our vendor as soon as it arrives. Industry backlogs are out of our control. 

  Customer Answer

  Date: 09/06/2023

  I have reviewed the response offer 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. Dear Ms. *******, Attached is the documentation that I thought was included when we processed the online rejection of R. Fralin Construction, Inc's reply to our complaint ********. I went to the website to include it again to see what might have caused the failure for the document not to be included, but it said no further action on our part was necessary via the online submittal. Please let us know if you have any questions Thank you for working on this with us. ***** and ******* ******* ----- Forwarded Message ----- From: ** <*******************> To: ** <****************> Sent: Tuesday, September 5, 2023 at 07:48:13 PM EDT Subject: FW: The BBB needs more information 

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a new home from R. Fralin Construction last December. The closing date was ********. During the pre-closing walk-through, we identified many paint drips on the 2 garage doors and surrounding vinyl trim. This was added to the punch list as an item that needed to be corrected. Subsequently, Fralin sent one of their employees to clean the garage doors. This employee was unable to remove the paint splatters and all he succeeded in doing was ruing the finish on the door in several places by rubbing too hard and putting 2 dents in the door. A representative of the garage door provider and installer (***** ****** *****) came and looked at the doors and said that there was nothing that could be done to remove the paint and recommended the doors be replaced. I have been trying to get Fralin to replace the doors and surrounding vinyl trim for the past 6 months. They keep telling me that someone from management will come and look at them or make a decision, but no one ever comes and frequently I get no response to my email request. I have resorted to almost daily emails with no success. Because of your size limitation, I was only able to download 1 picture but I can print out several more and bring them to you if you'd like. I admit that these paint splatters are small, but this is a new home and they ruined the finish and can't get the paint removed. And since it is a new home, Fralin should replace the garage doors and surrounding vinyl trim at their expense.

  Business Response

  Date: 08/09/2023

  We have ordered new garage doors to be installed at the Customers home. The doors were not damaged and were within industry standard but we did this out of customer courtesy.

  Customer Answer

  Date: 08/09/2023

  I have reviewed the response 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. Regards, ***** ********

• Initial Complaint

  Date:07/30/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a house at ** ********** ***** *******, ******** which was built by R. Fralin Construction on December 17,2021. On December 30, 2021 while sweeping the garage I noticed a water stain on the garage floor. It was near the door that leads into the foyer. On January 5, 2022 I submitted the 30 day Post Closing Work Request by email to the callback address. On January 11, 2022 I sent another email to the callback address stating that I now had water on the garage floor and also on the wooden baseboard and drywall. January 26, 2022,********, the supervisor, came to my house. She pulled off the baseboard and took off about 2 feet of drywall from the bottom of the floor. The back of the drywall had a few black mold spots. The garage floor remained dry all through the spring. June 28, 2022 3 workmen’s came to fix the problem. When they replaced the drywall and baseboard, they moved them so they would be an inch higher than the garage floor. I didn’t know if this was the correct way to fix the problem, since I don’t know how to build a home. October 21, 2022 the water stains reappeared on the exact spots of the garage floor. November 1, 2022 ******** came to my house. She said she would have to have an engineer look at it. she also said that THIS WOULD BE COVERED BY THE WARRANTY, since it happened within the first year at my house. On February 7, 2022, ******** and the engineer, *** ********, looked at my garage, back yards, and front yard. *** had to go back to the office and write up the report. The rest of the month of February and all of March ******** told me she never got the report from ***. April 4, 2022 I met with realtor, **** ******, to discuss putting my house on the market. I got an estimate from a company ********* for $3,410 to install a French drain to fix my water issue in the garage. I had to pay that because R. Fralin Construction avoided my phone calls and e-mails. The buyers wouldn’t buy my home unless the water issue in the garage was fixed.

  Business Response

  Date: 08/09/2023

  We were alerted of the dampness in the garage in the warranted year. We had a personal change and since things were handled outside of our warranty email, we were not able to execute anything. We were then approached again by the Customer in April saying that she was supposed to be closing on her home in approximately 3 weeks and needed the repair complete by then. This was not something we could reasonably deliver. She also offered to have a third party come and repair this for nearly $4,000.00 and for us to pay the bill. We do not pay third party's to do repairs on our warranted items as we cannot monitor their repairs. Per the Virginia Implied Warranties on New Homes, we have 6 months to make any repairs necessary, see attached. 

  Customer Answer

  Date: 08/10/2023

  I have reviewed the response offer 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. The fact that they had a personnel change while my house was in warranty is not my fault. This issue happened about 2 weeks after I purchased the home which is definitely within the one year of the warranty. Second when I spoke to ******** ******* on April 11, 2023 she told me that their builders and engineers would have to fix it. She also said not to worry about it and it would get fixed before May 9. Unfortunately I didn’t get anything in writing. I honestly believed they would fix it before my closing.  Regards, ******* ******** 

  Business Response

  Date: 08/24/2023

  We did respond as this is a townhome and we addressed the entire building.   However, the complainant sold the home for noticeable gain and became impatient and, against our advice, paid for services herself.  This is diametrically opposite of what the Virginia Statute regarding warranties on new homes provides.  We strictly adhered to the guidelines in the Virginia Statute regarding warranties on new homes.     

  Customer Answer

  Date: 08/24/2023

  I have reviewed the response offer 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. I was not impatient. You had the over a year to fix my water issue. I was told by ******** that your company would fix it before my closing on May 7, 2023. I had to pay to get it fixed because the buyers would not buy my house without the water issue being fixed. No one from your company would respond to me. Regards, ******* ******** 

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fralin Homes finished my house in May 2022. During the Final Walkthrough, we noticed the window above the garage had a crack in the corner of the molding. One of the representatives from Fralin who showed us around revealed they would need to come back and complete the steps because they ran out of the material. This among other things was documented in the Final Walkthrough Punch List. To this day, no one came out to fix them nor has anyone reached out to us about those matters. Within a couple of months of our move-in, we noticed a crack in the bottom of the basement wall that revealed a leak in the basement after a few days of rain. We contacted Fralin via email and phone and sent pictures. Someone came out to look at it and said they would have someone to repair it. We did not hear back from them after this. At our final walkthrough, they said foundation issues would be resolved within a few days, however, it has been MONTHS since we addressed the issue to Fralin (we have copies of all email correspondences). We are also supposed to have the molding on top of select windows in the front of the house, which was addressed to Fralin via email. They agreed it was part of our plan and asked if we wanted them on. We told them yes; we never heard back from them about this issue. We were also supposed to have a screen door, and addressed this to Frailin via email as well. They asked if we wanted them to install it; we said yes. We never heard back from them about this issue. A week ago I called them again and left a voicemail explaining that I've been calling and sending emails for months, and no one has gotten back with me. The communication from their end has been almost non-existent throughout our time living here. The 1 year warranty is approaching soon, and I would like the issues to be resolved. Please let me know if I need to upload the emails.

  Business Response

  Date: 06/07/2023

  We have reached out to Ms. ***** regarding the remaining three items listed. Our action is that we have asked our siding vendor to install the decorative headers on windows above the garage door as soon as possible . We will have the crack that had dampness sealed next week and the screen door has been ordered. The door will be shipped directly to the home and installation will be scheduled once delivery is confirmed. Our office has notified the homeowner of these actions and will be following up with on progress of any outstanding work agreed upon on the punchlist or covered under the one-year new construction warranty. We appreciate the BBBs review and consideration of this response and will work diligently to expedite work with the homeowner. Thank you      -***** ********, Operations Manager 

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attached you will find the video of the front step. This step is loose and unsafe to use, especially while carrying 8 month old twins. As you know the front door is considered a homes main entrance and/or egress. This is a safety concern and I ask that R.Fralin address this concern on February 24, 2023. They responded on March 3, 2023 that they would fix our step properly, however no one has visited our home or made any efforts to address our concern.

  Business Response

  Date: 03/24/2023

  This has been taken care of by our team early this week. We had already agreed to have this completed but hadn't scheduled yet.

  Customer Answer

  Date: 03/27/2023

  I have reviewed the response 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. Regards, **** *******

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house closing date was 4/26/2022, the warranty cover one year ,and it should start the day I closed on the house. Recently, I sent the repair request to builder, the builder reject my request, and told me that I am out of my one year warranty. I try to ask them what's the time period for one year warranty, but they don't responds.

  Business Response

  Date: 03/09/2023

  This customer is correct. Their one year is up next month. We provide them with the correct number. She submitted this email less than 24 hours ago and it has been promptly responded to.

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau: I have reviewed the response offer 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. My warranty still under the warranty, but they refuse to repair. And for some repairs we talked before, they haven’t finished the repair since last time I talked with third new site supervisor. It’s being about 2 months. They always want me to wait.   Regards, *** ** 

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been requesting R Fralin Construction to honor their warranty on my new home purchase. I initially sent several requests via fax from 6/2019 - 9/2019 but received no response. I called them as the deadline for warranty repairs was approaching. I was told no one monitors the fax and I should email the list. I emailed the list and have been following up since. Someone came a year later and put a nail in 1 of the deck rails and said the other needs to be replaced but Fralin would need to approve it. I never heard anything else regarding the rail or the other more extensive repairs. I am entitled to warranty repairs and they will not honor their commitment.

  Business Response

  Date: 10/20/2022

  Regarding the items listed, we resolved the deck rail. This was out of customer courtesy as we do not warrant settling of decks, see attached. As for the basement crack, this is natural all concrete will crack as it is a natural occurrence. See attached.As for the wall cracks, this is also not warranted. This is considered cosmetic in nature and a common occurrence in a new home as it settles. See attached.As for the floor creaks, see attached as well. We cannot guarantee that your floors will never creak.We strive to treat all customers equally and have our warranty packet in place so that the guidelines and items covered are clear to all. We hope that this shows we are following protocol and have been fair even to this customer.

  Customer Answer

  Date: 10/21/2022

  I have reviewed the response offer 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. These are all warranty items included in the homeowners warranty promising repairs within the 1st year. It is the decision of this company to not honor this warranty and pass off items as not covered with every interaction I have had with them. Atrached are portions of the 1 yr warranty I received when I purchased the home.. Also attached are pictures of the items that I have been requesting repair for over 2 years!!  Regards, ******* *******

  Business Response

  Date: 11/01/2022

  AS a customer courtesy and compromise, we are willing to make a site visit to the home to evaluate the basement crack. The other items are clearly stated in the warranty and addressed. 

  Customer Answer

  Date: 11/03/2022

  I have reviewed the response 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. Regards, ******* *******

• Initial Complaint

  Date:08/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed on our home with R Fralin on 12/06/2021. We had the following items on our punch list: Since then, we contacted the builder on 06/16 regarding draining that has caused ruts in out back yard, along with mud and debris from the neighboring lot running across our driveway as well as water running into the edge of our garage and settling on the end of our sidewalk. 06/21 we received an email stating they would take care of the items that week. 07/08 follow up email after no action. 07/11 stating it would be addressed this week. 08/08 follow up due to no action. 08/11 follow up due to no action. 08/11 Finally received a reply requesting an image for siding issue and stating "As for the drainage over the driveway, the water is flowing in the correct direction. There is nothing that needs to be done to divert this." 08/11 email sent asking for it to be looked at instead of a blanket reply (no one visited). 08/30 no communication still. Sent email asking for updated. Piece of siding is now ripped off due to lack of repair. Still no action on the drainage.

  Business Response

  Date: 09/08/2022

  The siding issue has been resolved. As for the yard, we will be having a second set of eyes on it. We will coordinate this with the Homeowners. If there is a resolution, we will send them an email.Thank you 

  Customer Answer

  Date: 03/28/2023

  I have reviewed the response offer 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. Home closing occurred on 12/06/2021- there is still a pending punchlist item to replace a window in our basement and in the Spring of 2022 there was a request for a cracked window to be replaced that was filed and the repairs/replacement still have not been completed as of today 03/27/2023. They have also agreed to replace door seals and this has still not been completed. Communication and resolutions are promised and not followed up with regularly. I have had to call all numbers you can find online and email everyone known to man on their teams. The repairs/replacements need to be scheduled and completed. Regards, ****** ******