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:08/15/2023

  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.

  we had this house built by summer place homes in 2022 , The issues started right away , he charged us **** for what he called necessary things , but we never saw a difference in the hour we chose originally , When we moved in owe had several issues that were wrong , they told us to wait till the year report and they would fix them , it took us a year and a half to get them here , they claimed they never got our submission on their website , then when they did the work they didn't do it all and did a poor job in what they were supposed to do , Saturday the 12th our AC unit went down , we called them, but of course they didn't reply , we called the manufacturer of our ac unit they sent someone out and he got it going stating the compressor motor quit working , the next day it quit again but we were gone , when we got back the next morning we called the same people who fixed it they said they would be here tomorrow which is today the 15th . I talked to the rep from summer place they said it was on us since they think its a maitanence issue, they would not be reimbursing us , even thought they have a full 2 year warranty on the house , I am asking the bbb to help me resolve this issue ,

  Business Response

  Date: 08/16/2023

  We are very sorry to hear that the ******* had a bad experience. However, in researching this complaint, it appears that there are details that have been omitted. We did in fact have a $5,000.00 base price increase that occurred just prior to them making their purchase. The increase was certainly not for "necessary things", as ************** says. Rather, we had a base price increase because our prices for labor and materials to build the home had been going up for a long time, (remember 9% inflation), and as a result we raised our base prices to cover these increased costs. It is true that there was no difference in the home, except for the cost to build it.

  Our records indicate that all of the items identified on the **** (New Home Orientation), form were completed either before or shortly after possession. We do however encourage homeowners to wait until the end of their first year of ownership to address normal settling issues.  With the exception of normal settling issues, we do not encourage homeowners to wait til the end of the year to make warranty request.

  Our records indicate that there was one request for warranty items in the first year of ownership. On July 30, 2022, the ******* sent an email request for service on their A/C unit. Our Office Manager replied by email on 8-1-22 explaining that we had tried to reach them by phone and had left a voicemail. We further asked them to reply by phone or email to let us know the status of this issue. We heard nothing more.

  ************** claims that they submitted other warranty requests in the last year and a half. We are very sorry, but we did not receive them. Our warranty request process is quite simple, but in researching this, it appears that the ******* were using an email address that doesn't exist to request warranty items. Again, our process is very simple and well illustrated in the *** book that we provide each homeowner. Had we received any warranty requests, we would have acted on them. Our warranty tech is held to strict timelines for completing his work.

  On June 16 2023, ************** visited our office in person. He was obviously unhappy. We explained to him that we had not received his warranty requests. I don't know why he didn't just pick up the phone and give us a call. At that time, he provided us with a short list of items that needed correction. Our records indicate that work was completed on 7-20-23. We would have gotten it done sooner, but our warranty tech was stood up on an appointment by **************, and a couple of weeks went by before he was able to re-establish contact with **************. Our records further indicate that all of the work was done to ****************** satisfaction as evidenced by his initials on the warranty request form.

  On the most recent issue of the A/C unit, this first came to my attention on Tuesday, 8-15-23, while meeting with our warranty tech, as I do every Tuesday, to review any outstanding warranty issues. Apparently, the A/C unit quit working on Saturday, 8-12-23. ************** reached out to our warranty tech on a Saturday, but the email wasn't seen until Monday 8-14-23. ************** then correctly reached out to our **** contractor on Saturday to get warranty service. The **** tech determined that the unit wasn't working due to a lack of maintenance. A dirty filter. He got the system up and running but did bill the homeowner for the emergency weekend service. Which apparently ************** thinks we should be responsible for. Our warranty coverage is quite clear and thoroughly explained in the *** book that we provide to every Homeowner. **** coverage in the second year is limited to ductwork separation. Additionally, our warranty explicitly establishes that we do not offer direct warranty coverage on items that we did not make. Examples of these would be windows, appliances, and **** equipment, among the many components that go into the construction of a home. Only the manufacturer's warranty applies. I have no further details as to why the A/C unit failed a second time. We have reached out to our **** contractor for updates. However, I can assure you that we are working diligently to help ************** get his A/C unit up and running as quickly as possible, while working within the context of the warranty provided by the manufacturer.