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:01/03/2023

  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.

  Hello,I purchase a home from RM Homes(********************) in August 2021. I do understand that most of the warranty was only for a year and this complaint is not about trying to claim warranty. In November 2022 I had a terrible experience where the glass door in the Master bed room shattered into pieces while my 5 year old son was in the shower. I reached out to the builder to look into this issue asking for an explanation as to how this could happen and until date have not received a responsible answer. I was redirected to a company called "**************" stating they are the one who installed it in the first place and ask them what they think.I was reached out by ************** only to discuss about a replacement but they did not give me proper answer on what could have lead to the failure. I cannot imagine the amount of injury such an incident can cause and we were lucky that my son just had few glass cuts. I am attaching the images of the shattered glass and hoping to have a responsible answer and how such incidents could be prevented in future.Thanks *********************************

  Customer Answer

  Date: 12/27/2022

  hi

   

  I am not sure how I selected Quality Builders. There must have been a mistake on my end while submitting the complaint. I apologize for the inconvenience.  did buy the house from RM homes and I filed this complaint with cascadebuiderservices.com who manages the services post the purchase and they are the ones who directed me to **************.

   

  Thanks

  *********

  Customer Answer

  Date: 12/30/2022

  hi

   

  Here is the details of the Business who I dealt with 

   

  Cascade Builder Services

  3519 ******
  

  Business Response

  Date: 01/22/2023

  Hello,

   

  Cascade Builder Services is the wrong contact for this complaint. We are not the warrantor. I am aware of the claim made, however, the homeowner's warranty coverage was expired at the time of submission. Please direct questions to RM Homes and/or ************** and **** this claim as resolved. 

• Initial Complaint

  Date:06/30/2022

  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.

  We moved into our new construction home on 10/31/20020, Cascade Builder Services is the third party, new construction, warranty management ** hired by the Builder "Capstone Homes" to administer our 1 year limited warranty. We have had nothing but problems getting warranty items fixed. It started with our initial walk-thru before we ever moved into the home. We did the walk-thru and a punch list was created of items that "by law" are supposed to be fixed within 30 days of us moving in. In November of 2020 I emailed the person responsible for our punch list items informing him we had unfinished items from our checklist. He responded back asking what specific items had not been fixed so I sent him the list and never heard back from him again. Now in addition to those initial items still not being fixed, we are trying to address our 1-yr warranty items. These are things created by the house settling so we were instructed by Cascade Builders that we can't file claims for these issues until after we have our 11 month walk-thru. We had our 11 month walk through with *********************** on 10/19/21 followed by a walk-thru with a rep from **************** on 12/7/21. Since December 2021 I have made countless attempts via phone calls and emails "including to the owner ***********************" trying to get our repairs scheduled. I got one response from ***************** in February 2022 stating she was waiting to hear back from Cascade Builders on scheduling conflicts. I have left 2 VM messages, and sent multiple emails to not only her, but other contacts at Cascade and absolutely nobody is responding. I know one of our neighbors had to obtain a lawyer as a result of the same kind of issue. I have documented 7 months worth of my efforts to try and get someone from Cascade Builders to respond. Today 6/30 I decided to call PQT construction to see if Cascade has contacted them regarding scheduling and I'm waiting to hear back. This is absolutely unacceptable for a business to operate like this.

  Business Response

  Date: 07/01/2022

  We moved into our new construction home on 10/31/20020, Cascade Builder Services is the third party, new construction, warranty management ** hired by the Builder "Capstone Homes" to administer our 1 year limited warranty. We have had nothing but problems getting warranty items fixed. It started with our initial walk-thru before we ever moved into the home. We did the walk-thru and a punch list was created of items that "by law" are supposed to be fixed within 30 days of us moving in. In November of 2020 I emailed the person responsible for our punch list items informing him we had unfinished items from our checklist. He responded back asking what specific items had not been fixed so I sent him the list and never heard back from him again.

   

  Cascade Builder Services is not responsible for repairing pre-closing punch list items.  We create the list for the builder and the builder is responsible for completing the items.  The representative responsible for punch list completion is an employee of the builder, not Cascade Builder Services.  This process is explained to all homeowners, in writing, and also to this homeowner specifically.  

   

  Now in addition to those initial items still not being fixed, we are trying to address our 1-yr warranty items. These are things created by the house settling so we were instructed by Cascade Builders that we can't file claims for these issues until after we have our 11 month walk-thru. We had our 11 month walk through with *********************** on 10/19/21 followed by a walk-thru with a rep from **************** on 12/7/21. Since December 2021 I have made countless attempts via phone calls and emails "including to the owner ***********************" trying to get our repairs scheduled. I got one response from ***************** in February 2022 stating she was waiting to hear back from Cascade Builders on scheduling conflicts. I have left 2 VM messages, and sent multiple emails to not only her, but other contacts at Cascade and absolutely nobody is responding. I know one of our neighbors had to obtain a lawyer as a result of the same kind of issue. I have documented 7 months worth of my efforts to try and get someone from Cascade Builders to respond. Today 6/30 I decided to call PQT construction to see if Cascade has contacted them regarding scheduling and I'm waiting to hear back. This is absolutely unacceptable for a business to operate like this.

   

  Cascade Builder Services role is to review warranty requests and coordinate scheduling of repairs with the builder's trade contractors.  If we have a response issue with any particular contractor, we report them to the builder.  The builder is the warrantor of the home and makes the final decisions.  We've made many attempts to resolve this homeowner's claims and continue to follow up with the builder for a plan of action.