Complaints

This profile includes complaints for HiLine Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HiLine Homes

  11306 62nd Ave E Puyallup, WA 98373-4346

  
• 

  HiLine Homes

  2420 NW 7th St Redmond, OR 97756-1997

  
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  HiLine Homes

  4281 NE Stephens St Roseburg, OR 97470

  
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  HiLine Homes

  6080 Crater Lake Ave Central Point, OR 97502-9414

  
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  HiLine Homes

  11875 Silverdale Way NW STE 105 Silverdale, WA 98383

  

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:06/28/2022

  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.

  The company continues to perform in a manner unlike their advertised statements. I have continually maintained good communication with them and they have been in helpful in maintaining communication with me. I have absorbed 25% increased costs with abnormally long completion dates. The management has been through numerous changes including their regional manager who is unavailable. The project has inaccurate construction that was available if professionalism was maintained. So, their claims of "right price, on time and done right" are all inaccurate claims and appropriate changes need to be made to get my project done as promised. Please contact me ASAP.

  

  Business Response

  Date: 06/30/2022

  We have been in direct contact with ****. Unfortunately there are delays in construction because of labor shortage and supply chain issues. We are continuing to work to resolve these as we can foresee them or as they come up, but it has pushed build times out farther than we have historically seen. We are committed to getting this and every project completed as quickly as we can. 

  Customer Answer

  Date: 07/08/2022

  I submitted a complaint and was contacted by the company's COO who promised better communication. The BBB unexpectedly closed my complaint before I received resolution. The 3rd project manager has now handed my house build over to an old regional manager who rejoined the company to be my 4th project manager. The lack of consistency and professionalism within the company is evidenced by my experience today. Yesterday the 4th project manager assured me, he "promised" in front of another Hiline employee that he would contact me today. I have not heard a word from him. The company advertises the job "done on time" and "done right". I do not know how they can lie to the public when my house build has not met promised timelines and has had multiple mistakes in the build. My most recent project manager did not, according to him, understand the steps needed to complete the build. I have text messages on a couple of occasions where he stated, " I guess I forgot to tell you that". I have emails with promises for communication where I am asking politely for communication after promised communication did not occur. 3 important building mistakes were brought to Hiline's attention like the electrical panel they installed was incorrect. The attic crawl space was not framed in per the plan and a fiberglass shower was installed instead of a shower pan making it necessary to take more time correcting yet another mistake. When I signed the contract I selected what I was told was an experienced home builder who could get a house built in **********, **********. Instead I was mislead and continue to have completion communication expectations unmet. For example, I asked the 2 Hiline project managers yesterday to "deal with me in an honest manner" and they agreed. No contact today as promised is not doing business in a honest manner. Hiline is, in my opinion, no different than another less experienced builder. I urge the public reading this to shop around. I am very disappointed.

  

  Business Response

  Date: 07/11/2022

  ****,
  
  We are sorry you are very disappointed. Most people we build for are referrals from people we have built for in the past, so our reputation and our customer's experience is very important to us. In the past we offered a build time guarantee of a specific time frame. However due to supply chain issues and labor shortage we have paused any type of guarantee to our build time until these situations change, although we continue to share the common goal of finishing your home as quickly as possible. I can assure you the project manager you have is very experienced and capable of getting your home finished. Mistakes do happen in construction, but we will be certain your home is built right in the end. 

  Customer Answer

  Date: 07/11/2022

  I am rejecting this response because:
  
  I was given finish dates by the Hiline agent my Project Manager of August 6th and now the company has extended that projected date out another month. He obviously was not well experienced nor well oriented to his job. He did not for example order the doors and trim so that my build could be completed by the date he gave me. The fact they changed project managers again to try to ameliorate this problematic build doesn't make up for the fact I have been duped. I have heard from the company that they have many other "customers" who feel just like I do.
  
  As I have pointed out, the contract I signed was not to have this build done in such an unorganized manner. I now have a family member who's house was sold and we are moving her to ********** on August 12th based on the date given by the previous project manager.
  
  Will I have to shoulder more costs (moving, storage, interest rates, etc.) due to the inept management of this company? Hiline took no time increasing my cost 25%/$55,000 while providing a building that is not on-time and has had multiple mistakes made along the way. It is my understanding from another Hiline customer that those prices I was charged a year ago have come down.
  
  I am stuck and would like the company to do more to complete this build today. 
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/18/2022

  Hello,
  
  Here are the things I am requesting from HiLine in order to ameliorate the situation with me, their customer.
  
  I would like ********************** to hire a contractor to finish the long overdue project, my home, no later than August 8, 2022.
  
  I would like HiLine to secure my doors and trim from another vendor to complete my project by August 8.
  
  I would like HiLine to reimburse me for the additional expenses (Interest only construction loan payments, porta potty, mortgage interest rate increase) that I have incurred because they could not complete their portion of the contract which includes an advertised 180 day completion. 
  
  I would like HiLine to pay for the additional $10,000 mortgage rate buy down that has become necessary because the completion has run so long overdue.
  
  I would like HiLine to pay for the electrical connection (parts and labor) which was completed by my excavator's electrician at the request of the HiLine electrician.
  
  I would like HiLine to provide detailed justification, including materials and labor, for the 25% price increase they saddled me with many months ago.
  
  I would like HiLine to fix the drywall issues I have shown the project manager and provide a warranty for any other problems we may run into.
  
  I would like HiLine to stop accepting new contracts until they have successfully completed the contracts they currently have.
  

  
  

  

  Business Response

  Date: 07/25/2022

  Hello ****,

  
  We are sorry for your frustrations and that you have not had a better home building experience. Most of your requests are specifically addressed in the construction agreement and we would be happy to meet with you and review each of these but wanted to respond to some specific things here.
  
  Unfortunately,there has been labor shortages, as well as product shortages across the country which started with the pandemic. We continue to receive substantial price increases and delays from our subcontractors and suppliers on a regular basis.
  
  Our construction agreement states that once foundation is completed, we lock in the home price with our clients no matter what price increases we incur during the build. Our goal is to complete your home in an efficient and timely manner as we have been incurring cost throughout construction.
  
  We continue to pre-order materials and schedule trades far ahead in the effort to keep your home moving forward, however this does not always prevent delays. A recent example that you are aware of is our door and millwork supplier just pushed all orders out another 5-8 weeks even though we pre-ordered them far in advance based on the timeline they provided.
  
  We apologize for the confusion regarding the electrical connection item you mentioned. Someone will be in touch with you shortly to get this taken care of.It is our understanding that the drywall items have now been taken care of.
  
  This is unprecedented times however please understand that our goal is the same as yours which is to build your home in an efficient and timely manner.

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17495501
  
  I am rejecting this response because:I would like to discuss all of the problems and corrections including the drywall issues. You are incorrect that the drywall is done correctly. I have dried drywall mud all over my tub and I am concerned that the finish will be scratched. I would be glad to show someone what needs to be fixed. You mentioned that the contract states that the lock doesn't occur until the foundation is poured. Your project manager took one month to produce a PO for the concrete? This is an example of the lack of oversite by management when a new project manager to the company was assigned to me.Today we discovered that the ducting through the roof for the range hood was disconnected requiring a fix next Friday according to the project manager.I would like all of the items I listed previously addressed when we meet here on site.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/23/2022

  ****,

  We want to finish your home as quickly as we can. We know your Project Manager, *** has been in regular contact with you. We ask that you please work with us and not hinder progress. For example when you move a lot of personal items /furniture into the house and subs have to be rescheduled this hinders construction. Thank you for your ******* effort to work together to complete your home. 

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17495501
  
  I am rejecting this response because:
  It appears from your response that you don't have all the information regarding the reasons for the necessity of moving our household into the house prior to the trim and doors being hung. 

  In June your project manager, **** who replaced *** a few months before, was asked if the house would be done in July 4th he said "no" and said August 4th would be more realistic. We had a house sale that has been delayed for months due to the delays and inconsistencies of Hiline's process. The house sale was completed in July using the information from Hiline's PM and we had to move out. We asked our new PM *** if the furniture could be moved in and he said we could if we kept the items in the center of the rooms. We complied and when the contractor came to do the job our efforts to comply were rejected by him. We adjusted the items throughout the house a day later and we had the doors hung yesterday. 

  Your attempt to blame us for a 2 day delay in work being done is based upon erroneous information from your project manager, our 3rd project manager in this year long process.

  We have consistently cooperated with your subcontractors and have worked hard on completing the owner responsibilities in a timely manner as required. Reliable information from your company has not been consistent throughout this building process. If you would like me to detail all of these inconsistencies I have emails and text messages to provide. We look forward to being able to to live in our new home. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/01/2022

  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.

  Back in 2009 windows were installed and they left with my screens. Don't know why? But why would you sell a windows without screens? I want my screens. I've contacted Hiline homes in ******** but never have received a call back. I know its been over 10 years but what is up.

  

  Business Response

  Date: 06/12/2022

  
  *****,

  In 2009, screens were not included with the windows. If a customer wanted window screens, they would need contact Milgard directly to order screens. The final walk forms included paperwork with all the information the customer would need to contact Milgard and order the screens for their home at a nominal cost. Additionally, your home was constructed by NW Central Construction dba: HiLine Homes. The company rebranded in 2010 to Lexar Homes. Our General Manager called to explain this last week and we understand you will try to contact Milgard to get screens. With homes we build now we do include screens. We apologize for the misunderstanding. 

  Customer Answer

  Date: 06/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************