ComplaintsforHillcrest Builders

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  HillCrest hired *************** to do the rough and final grade of our house as well as topsoil/lawn seed. ***********************, who was the lead contractor on the project told HillCrest (*****************) that Hillcrest did not bury your downspouts deep enough on the east side of the house. I had previously paid HillCrest $5,539 dollars to bury all the downspouts before landscaping began. *********************** also said they informed me that they couldn't go any deeper because the electrical lines ran right underneath them and I also pointed out that your walkout concrete pad was set way to low.After seeing these things, I did reach out to Hillcrest and explained the situation to them. They asked for my opinion, and I told them that the only way to evacuate water from that area, was going to be the installation of a drain. Whomever I talked to said they would discuss the solution with you as Hillcrest was our customer at that point, not you. ***** ended by saying I'm very sorry you're having the issues you are, it's not something we take lightly. We did reach out through the proper channels to rectify it, but never heard anything back.My complaint against HillCrest is that they improperly buried my downspouts on the east side of my home. The pipe was too long and not deep enough, which effected the final grade. HillCrest never shared the concerns of potential water drainage issues from the contractor with us. HillCrest made only one attempt to fix the drainage problem, which was installing a catch basin and running this into the drain tile. This did not solve the water drainage problem.I have called, emailed, and even texted the owner and project manager of my property about this issue as of August 14th 2023. No one from HillCrest has reached out or returned any communication. I signed off on the final escrow draw thinking the work was completed correctly. I did not know that HillCrest with held the CG Services, contractor,************************* concerns about drainage from us.

  Business response

  09/28/2023

  Hillcrest Builders and subcontractor met with customer on site 09/27/2023 to discuss solution to site problem. Resolution in progress.

  Customer response

  09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by HillCrest Builders in reference to complaint ID ********, and find that this resolution is satisfactory to me only if a new contract can be reached with C&G Services within the next few days along with worksite completion in 30 days ( 1 month).
  
  Regards,
  
  *******************
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family and I built a home with HillCrest and took occupancy June 2022. Since then, we have had problem after problem associated with the wood burning fireplace installed: Superior WCT6940. The unit was procured and installed by *****************. Problems have included:1.Missing pieces at occupancy/closing (wood handles to operate the doors)2.The DOORS themselves 3.Faulty electrical connection, resulting in arching, on the blower 4.Missing Baffles 5.Non-operational Thermophile gauge At the end of the day, as I describe the problem below, we are looking for:1.Replacement door door they installed is missing welding resulting in mobile door seal 2.Baffles that were never originally given with the unit We have attempted to resolve these problems directly with ****** and ****** (owners of HillCrest and All American). This has resulted in now non-responsiveness, blaming the manufacture, blaming us as the consumer, abrasive commentary (specifically from ****** regarding our ability to operate the unit), and blaming the electrician. When we first took occupancy in June 2022, we had no doors to our unit, a small crack in the back refractory, and no screws to install fascia. When asked about it we were told it was not wood burning season and that the manufacture was delayed. We played along and in November 2022, All American came and installed the door. At this time, they finished installing the ducted blower in the basement (ducting for residual heat). I asked the representative from All American for a rundown on how to use the unit. They responded I am not sure have you read the manual. Ultimately, he skimmed the manual and gave a few pointers. One of which was ensure you only have a few small fires to start. After going back and forth with All American and HillCrest re: the wooden handle, it was ordered. Although we were told numerous times it was delivered We started to use the unit, and it became apparent the temp sensitive blower would not kick in at appropriate times. We could not verify temp because the thermophile was not working, but the blower would turn on randomly not coordinated with temperature. The electrician happened to come that next week and I asked them just to take a look at the connections with the blower. They indicated whoever installed (All American) never completed the connection appropriately and it had been arching No need to stress the problem here. THEN we started to develop a rattling noise anytime the blower was on and twice we had a burning plastic smell from the unit. We called our project manager at HillCrest (who is no longer there) to let them know about both issues. At the same time as the plastic smell, our mantle piece was loose and the smell was chalked up to melting adhesive. All American eventually came out to review the rattling noise. The first representative told us our fireplace was falling apart in the back (heat shield). He indicated he did not know how it would be fixed without tearing out the entire fireplace. I called ****** to let him know and he connected with ****** the owner. ****** came out a few days later and was able to fix the heat shield that came loose. During this he abrasively let us know the fireplace was not falling apart and was not sure why I said this to Oyvind See above where I mention it was his employee. He also notes our Thermophile was melted and I indicate, I wonder if that was the plastic smell we had that we called about. He said you are burning too many pieces of wood and too hot (mind you he never observed a fire going). He then asks if we ever read the manual (which I have numerous times). I said there is no way for me to have known how hot the fire has been given the thermophile has not worked since we took ownership. Additionally, I told him about the arching and how I feel the install could have been different with quality control. He demanded to know who told me about the arching. We then also pointed out the door that was broken that was installed as such. This is where our problems began with who would pay for the door and the thermophile. I worked with ****** who got ****** out to the house with him, where it was agreed ****** would order the parts (door and thermophile) and submit for warranty going so far as to tell me he would smash the thermophile with a hammer to ensure warranty coverage. There was cracking on the back refractory as well (see first paragraph) that we discussed. ****** told us we were throwing wood into the fireplace to cause this again never watching our process and ignoring the fact the crack was there at occupancy and grew with use. NOT from throwing wood. At this point we just wanted the replacement door and thermophile, we indicated we already independently purchased a back refractory and were no longer seeking them to fix this. This was about April 2023. In July 2023 we had the fireplace inspected (annual inspection) and we were told that the baffles were missing. This made since, as I could never seem to find the baffles when I needed to clean the catalytic combuster (yes ******, I read the manual and knew how). I called ****** about it and he told me All American would take care of ordering it for me. I had not heard anything on the parts order at this point, and so called and spoke with ********. She indicated ***** would need to call me back with an update. Never received a call back Then in August, I received an email from ***** at All American that they had the parts and that she was not there at the meeting but thinks it was established we would pay them up front and they would reimburse if they received warranty claim! This never was discussed, see above. Additionally, they ordered a new door (why would I be responsible for this when they installed a faulty door??), thermophile, and a BACK REFRACTORY (see above where it was established it was not needed), and no baffles. I spoke to ****** before responding who indicated we never agreed I would pay and that it was stated not to order the back refractory. I responded to the email, and have heard nothing since. I called and ******** now states she knows nothing about it and will have ***** call me (has not). Oyvind from HillCrest has now stopped returning inquires from me into this. It is a fight over who is responsible for bad install, back QA of products being installed, and I as the customer am in the middle. I have even told ****** I will pay for the Thermophile to just move this along, but there is NO reason I need to replace the door they installed broken or the baffles they NEVER provided. This is a HillCrest problem as well as All American and I am seeking a solution where we receive the following: 1.Replacement door door they installed is missing welding resulting in mobile door seal 2.Baffles that were never originally given with the unit I no longer want to hear the laments of the business owners on who they think should pay, or their issues with supply chain. At the end of the day, I am the customer and I was promised a functional product. This needs to be resolved so we can all move past this. ** I can provide the email from ***** at All American if needed **

  Business response

  09/28/2023

  Working with subcontractor on resolution. Communicating updates with customer.

  Customer response

  10/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  We received communication from the controller at HillCrest that ****** and ****** were working out a solution and that ****** would respond to me by end of day tomorrow (which would have been Friday). She indicated she put a reminder on his calendar. We have not received any communication from ****** or ****** on a solution. This complaint remains open for that reason currently.
  
  Regards,
  
  ***************************

  Business response

  10/13/2023

  Emailed customer solution 10-12-2023 and agreement for all three parties to acknowledge before proceeding. Per the fireplace manufacturer the unit has been compromised due to customer creating a fire larger than recommended which resulted in fire exceeding **** degrees. It has been recommended that the unit be decommissioned, but HVAC company will honor customer request to replace the required pieces as long as customer acknowledges that neither companies can be held liable for the unit moving forward.

  Customer response

  10/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. For **************** our unit was inspected by an independent third party and found to have no damage. This was communicated to HillCrest. Today HillCrest and All American did deliver the new doors at no charge to us, and this resolves our outstanding problem. Thanks for your assistance! 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On approximately July 12,2023 a landscaping company hired by Hillcrest Builders was grating the new side by side condo. I noticed that this was drastically impacting the grade of my property creating a fall hazard and creating extreme difficulty walking safely on the South side of my condo. Also, keep in mind that my wife has a disability, and based on the current grade of my property, she will be unable to walk safely on this side of the house. I addressed this issue with the landscaper, and was told that the correct thing to do would be to build a retaining wall, but Hillcrest told them to grade it. On Monday, July 24th, I called Hillcrest to further discuss this issue, left a voicemail, and received a call back on Wednesday, August 25th, 2023. I dont recall the person that I spoke with, but this individual flatly told me that this was part of the grading plan, and there was nothing that was going to be done. I explained the grade has drastically changed from what it was prior to the grading of the new condo to be completed. This individual again, stated that this is part of the grading plan. On Friday, July 28th, I contacted the city of Hartford, and spoke with the City Engineer who will be out this week, and guarantee that he will agree with my assessment.

  Business response

  08/09/2023

  The project manager that spoke with the customer is correct, that grading was completed per the grading plan and cannot be deviated from without prior approval. Hillcrest Builders has a call out the City Engineer to further discuss the situation and a potential solution, that would require a new grading plan to be established and then approved by the City. Your safety is important to us and a Hillcrest Builders representative will reach out the customer directly to further discuss.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Hillcrest Builders is developer who we built a house with about 7 years ago. During the process the drainage plan for the sub division was not followed and this caused continuous damage to parts of my backyard from flooding. They had been contacted multiple times on this matter as well as the my town municipality. In ********************************************************************************************** writing they would correct all the damage done to my yard. When this was not done in the late fall of 2022 they responded I would be priority one and they would fix the issue in spring of 2023. We are now into June 2023 and despite my attempts to get solid answers from them they take weeks to respond and nothing is being done to correct the damage they caused. They claim they are waiting on the Town, but in all previous communications they say they will fix it. I spoke with the Town Engineer who advised me this no reason they couldnt finish and fix my property as requested. As their letter which is dated Jan 2022 says they would complete and seed when our neighboring lot 53 was finished which was completed end of summer 2022. I am almost a year later still waiting to have access to my whole yard as they have not fixed what they destroyed. In one response they advised the owner would contact me in a 1 to 2 days, after a couple weeks I had to recontact as no one responded.

  Business response

  06/26/2023

  We are in the process of getting this issue resolved. On June 7th we touched base with the Town Engineer to ensure we are proceeding accurately and within Town standards. On June 8th our owner met with neighboring lot owner to further discuss. We have a surveyor scheduled to visit the properties to shoot grades, and work will commence in the near future.

  Customer response

  06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There was an approved grading plan which the developer didn't follow and now are trying to get a different plan approved as they didn't do their job right the first time,  and I have spoken with the town engineer and he advised their is no reason the issue you created on my property can not be addressed now as it is not dealing with the grading.  Also you currently have neighbors refusing entry to their property for you to get your survey done as they know their yards will be destroyed because of your actions by not following the original approved plans we all signed and agrees to which you didn't follow. 

  I regret your response and want my issue fixed ASAP , I think years of request to get this fixed is long enough,  I want all the rocks removed from the area you dumped and want seed replanted and finished, this is yet another year without my whole back yard 
  
  Regards,
  
  *************************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have many complaints regarding the entire new home building process with Hillcrest, but that is better left in a review. The complaints we are looking to resolve are related to repairs or replacements from the walk-through prior to move in and those within the 1 year warranty period. Hillcrest scheduled the walk-through on 6/2/22 when the house was only partially clean. We moved in 6/10/22. Multiple items were left looking damaged and sloppy when we moved in, such as, scraped and dented door frames (ALL of them), missing sink stopper, flaw/damaged counter, scratched cabinet doors, paint/texture overspray and drips, cut in vinyl flooring, texture in outlets, missing shingle(s), holes next to outlet and light plates, sloppy caulking, and crossed master shower water lines; some of which they resolved, some of which we fixed ourselves because no one came, some weve seen no movement on in 8 months; and one issue a damaged shower fixture which occurred while trying to resolve another issue. However, the focus of this complaint is the damaged, scraped up door jams. During the walk-through, I pointed this out to our PM from Hillcrest while in a bathroom and specifically told him ALL the interior door frames have these scrapes and needed to be checked by Hillcrest/contractor. He acknowledged, and we walked away with that understanding. Ive reminded PM multiple times about the door frames (despite walkthrough list), sent pictures, and even showed the Hillcrest warranty guy (the one time we saw him here) who stated himself the door jams looked bad. PM is now trying to claim only the single door I showed him as an example will be fixed or replaced (although that hasnt been completed yet), despite the PHOTOS of all the other doors having the same issue. To make matters worse, we cannot complete the painting and caulking of the door trim (which we agreed to do ourselves in our contract) until this is complete, leaving our brand-new house looking damaged and sloppy.

  Business response

  03/02/2023

  Customer didn't reached out to us regarding outstanding items until after BBB review was filed. We will coordinate completion of outstanding items. 

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their response is simply untrue, as the complaint shows. I did reach out to let them know I filed this and once again listed the issues they need to address.
  
  Regards,
  
  ***********************

  Business response

  03/07/2023

  We have reached an acceptable plan with the customer to move towards a resolution of their outstanding items.

  Customer response

  03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Built a home with Hillcrest that started back in 2018. After countless significant build issues, multiple new project managers/warranty managers, poorly done work, unfinished work, significant additional out of pocket cost at the hands of Hillcrest, I'd like for my 11 month post build warranty inspection to take place. Additionally, the work that was supposed to be completed after the final build walk through also never took place. (Yes, believe it or not, it has been 3 years since we have been in the home) I've attempted numerous times through phone calls/emails but I simply do not receive a response from Hillcrest. Reading the many alternative complaints, it all sounds too familiar. (SOME) Build issues: Notified Hillcrest of some drywall lines in basement, took them over a month to come assess, only to uncover a pipe had been leaking for roughly 4 months, resulting in mold throughout the basement. (somewhat taken care of) **** porch stairs were never completed on patio, limiting door usage as it did not pass code for over 1.5 years. (stairs completed 7 months ago)Water lines in upstairs bedroom - component on roof was not properly installed causing water to run into the home through roof. (Fix)HVAC leak all throughout basement, multiple times.Grading on home could not be completed due to design changes made by Hillcrest resulting in some significant out of pocket expenses.When eventually graded, was told it was complete only to then be told it was not graded correctly and needed additional grading, resulting in already installed water feature needing to be redone (out of pocket expense).Tile work on interior, significant delay on scheduled install due to incompetent project manager's inability to pump heat into the house. Drywall cracking in rooms.Basement bar work not completed.Kitchen cabinet damage yet to be repaired/replaced.Basement playhouse not completed.Just some of the many issues, plenty more! Would love my warranty walk through to discuss!

  Business response

  02/20/2023

  We have established time with customer on 02/28/2023 to address concerns.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built a brand new house with Hillcrest builders in December of 2018.We have many complaints, but this is the complaint we are looking to settle and cannot get any answer out of Hillcrest's warranty department for months.Our carpeting in the entire house is matted and trash already...called the flooring company they used as a sub-contractor and they said it is a very low quality carpeting that they told Hillcrest not to use but used anyway to save cost. They told me that the warranty must be gone through Hillcrest Builders...it is a pro-rated lifetime warranty that Hillcrest gave me documentation of in my warranty binder. The other issue is with our laminate floor popping and moving around where we now have gaps underneath our trim pieces due to the floor moving. Again, not call/contact from Hillcrest to resolve this issue that they indicate is under a pro-rated warranty. I am looking for a resolution to these issues.

  Business response

  12/27/2022

  Reached out to the customer via email to begin process of finding a solution. Set follow up date for 01/04/2023.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hillcrest Builders stopped communicating with us about finalizing our *** lines and relocating our electric boxes.Hillcrest allowed us to move into our house on Aug. 24th, 2018. While we were in the planning phase, in the fall of 2017, we discussed with ********************* (Hillcrest Owner), we wanted more land for our kids to play in the backyard. The 2 ***s we looked at were just too small for us. Oyvind redrew *** lines to combine the 2 ***s and extended *** lines of both sides of the house for four of our surrounding neighbors. The new *** lines are still not official (documents are attached). Secondly, with the *** lines being redrawn, we discussed moving 3 junction boxes in the middle of our backyard. We discussed moving them back into a wooded area as we did not want the boxes in the yard where our kids would be playing. If this was not possible, we were content with building in another subdivision. ****** said it would not be a problem and the boxes would be moved by the time the house was finished.Over FOUR YEARS later, the boxes remain in our yard and communication has stopped. I have asked for details on the project over the 4 years and have received sporadic emails that it was being worked on. My neighbor, ************************* has also left voicemails and emails and texts in attempts to talk to us about where there were at in the process. We have been ignored for the last few months and communication has stopped. Last month, I called ****************** to get some answers. I received word from ***************************, from ******************, that a quote was given to Hillcrest in September of 2021, to have the boxes relocated. ****************** received no contact back from Hillcrest for over a year and the quote has expired.Everyone on our end has been very patient but when communication stopped, we have become very disappointed and upset with the extreme lack of communication. It has been incredibly frustrating, and we need outside help.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We decided to build with hillcrest builders (worst mistake) because they would lock the price. Well they tried changing the price and I had to hire a lawyer to go over contract and they could not. *** their salesman told us they would dig in Nov 2021 and complete Aug to Sept 2022, that never happened they did not dig until April 2022 and are now saying won't be done until Jan 2023. We are building a **** sq ft house nothing huge. The materials have been sitting at the house for months with no one working on it. They forgot to cancel the delivery of the cabinets, so the garage never got mudded or painted, so that crew has to come back. They ran the furnace with no insulation for two weeks (I'm paying for the propane and that's my new furnace running nonstop). I had in the contract that I was putting in driveway, but they took it a pond themselves to bring in stone ($4000) worth and want me to pay, Which I'm not per the contract. I was told not to text our project manager anymore, only phone calls or emails now, They NEVER get back to you and if they do they don't answer all the questions. I would not build with this builder ever again and I tell everyone I know not too. Like everyone else says run and don't look back. This is the third house I built and bar far the worst.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We bought land and built a house on it from Hillcrest builders/Realty that was completed in April of 2019. In our contract it states that the lot lines for the property "will be re-platted to approximately 166 feet deep" (located on 'Line 526.pdf; line 526). We bought the land in July of 2018 and as of Nov 2022 that re-platting has not occured. We have been paying taxes on the 'roughly 20%' of our lot that is due to be re-platted, since 2018. Repeated attempts to contact Hillcrest Builders have gone unanswered (outside of a rare response, which I have emails of the communications). We are seeking to have our lot re-platted per our agreement when we purchased the land as well as re-imbursment for the taxes that we have paid since 2018 on that 20% of our property. This amounts to something like $2,000 (will have to recalculate the exact amount when the 2022 tax bill arrives).

  Customer response

  12/13/2022

  I am emailing in response to complaint ******** as I received a notification today (12/12/2022) that the complaint has been closed. I was not able to determine how to email a reply to the notification. I thought I would try this email address. 

  I attempted to call a member of the Hillcrest staff and actually talked to an individual (****) on Nov 21st, it was about a 20 min conversation. **** assured me that Hillcrest was working on a solution, just that the cost of the current solution is too much and they are unwilling to pay. I have not received confirmation yet that a 'new' solution is in place yet and we are still waiting for resolution.

  
  

  I wanted to update that after much effort I was at least able to talk with someone. No resolution but I talked to someone. 

  
  

  Thanks, 

*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. ↩