ComplaintsforHarbor Homes of Wisconsin

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Harbor Homes snow plow destroyed the look of our new driveway, and they refuse to fix their mistake.During the construction of our new home, someone ordered to have our freshly poured (<3 months) driveway plowed to remove the snow from a recent heavy snowstorm. This resulted in considerable damage to the surface of our driveway. The problem was masked by melting snow until this spring. After the driveway dried out, the damage became apparent. Upon bringing it to their attention, they closed the warranty claim without addressing any concerns or admitting they were the ones who damaged it. *** made multiple attempts to start a conversation with them, only to now have multiple warranty claims be ignored completely.Even warranty claims related to separate work being done have been marked complete without an explanation of why the claim is being dismissed. If you choose to build with Harbor Homes, I recommend:1. Do not close on your home during the winter. They will likely destroy your driveway.2. Even though they tell you they have local inspectors review the project, hire a private home inspector yourself!3. Have your basement checked for radon before you close.4. Spend every second you can scrutinizing every corner of your new home for mistakes before closing. You will find many. 5. Go out to the house weekly during construction to double check their work. Our neighbors caught them installing windows multiple feet off from where they should be. Long story short Harbor Homes rushes through their work when they build homes and at times it shows. It is very frustrating living in a cul-de-sac where everyone has a beautiful driveway but mine. Especially when the damage was done through no fault of my own.

  

  Business response

  05/20/2024

  We regret that the customer is dissatisfied with the driveway.  We strive to make sure our customers are happy with all the features of their home and the process of building with us, including the warranty period. At the final sign off meeting, prior to closing on February 1,2024, our construction manager proactively said that Harbor would replace the driveway approach due to cracking that the construction manager observed, and documentation was made in the warranty portal. At that time the entire driveway was reviewed, and no other defects were brought to Harbor Homes attention. In addition, the scratches referenced in the complaint are considered cosmetic and not out of compliance with the signed **** Construction or outside of the ******************** of **** Builders Residential Construction Performance Guidelines and therefore not warrantable.
  
  All the customers warranty claims have been reviewed and properly attended too. Duplicate claims in the warranty portal are combined into one claim and the remaining closed. 

  Customer response

  05/20/2024

  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.
  
  I have images of the driveway on the day of closing. The cosmetic damage was not identifiable due to wet conditions and snow melt during the 1 day that any cosmetic damage could be addressed. I am very disappointed with the communication (dismissive emails) from Harbor during this process. The only way I was able to get any meaningful attention in this matter was because we have a personal relationship with an employee of Harbor who had to approach the warrant department on our behalf. 
  

  Ive come to accept the fact that we are going to have to live with the damage Harbor caused, but I am very disappointed in some of the decisions made by Harbor during our home construction.

  I hope this can serve as a warning to perspective home buyers with Harbor as well as a wake up call for those working at Harbor who order snow plowing services to a brand new driveway. Next time I hope Harbor chooses to value the condition of the home they are building over the speed in which they can complete the project.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We closed on a home on 8/23/2021 with Harbor Homes. As part of our 1 year warranty, we submitted items needing repair. We were informed all drywall issues (cracks, tape peeling) would be taken care of at the 11 month ****. We submitted our drywall items, which were many. Literally every room in the house needs repair as there are cracks in the drywall in every room, and a couple rooms with tape that has come undone. We have been told that touch up painting after the drywall repair is our responsibility. We feel this is ridiculous and not acceptable. The touch up painting is a result of the drywall having to be repaired, not due to anything we have done. It does not make sense that we would be responsible for touch up paint that is caused by builder having to repair drywall. Had the drywall not needed repair, there would be no touch up painting needed. The builder informed us we initialed an item pre-closing stating that touch up paint is the homeowner's responsibility. We took this to mean that any touch *** needed after walkthrough would be our responsibility, not touch *** resulting from drywall repair. When addressing this with builder, they admitted they intend to have their documents changed to clarify that the touch *** after drywall are homeowners responsibility. This clearly shows they acknowledge their document is not clear and misleading. Regardless, I still hold firm that it is not feasible to be held responsible for something that is caused by their having to repair something else. If I hire someone to do a repair in my home, and they damage something as a result, they are responsible. This is no different-they are causing the paint to have to be touched up because they are making drywall repairs. We purchased a new construction home-I would expect them to honor a one year warranty for all repairs not caused by us. They also stated many homeowners custom paint & they cannot be responsible for touching up. We have done no custom painting-all is original.

  

  Business response

  08/09/2022

  Our apologies if the information provided at your pre-move-in orientation was unclear or misleading in any way. It is never our intent to mislead our customers. Based on your feedback, we have changed specific language in our document regarding drywall repairs as illustrated below.  
  
  Old: Drywall touch-*** are completed at the 11-month warranty service. Homeowner is responsible for paint touch-***.
  
  New: Drywall touch-*** are completed at the 11-month warranty service. Homeowner is responsible for all paint touch-*** following drywall touch-***.
  
  We dont do paint touch-*** after drywall repairs for a few reasons. 
  1. It would require an additional service appointment causing many of our buyers to take additional time off work. In many cases drywall repairs cannot be painted in one appointment.   
  2. Sun exposure can fade paint and make touch-*** noticeable. 
  3. If an owner ***** candles, soot build up can cause the paint touch-*** to be noticeable. 
  4. Many owners have done custom colors on their walls and may not have enough paint to do the touch-***. In many of these cases they opt to forego the drywall repairs all together. 
  5. The touch-up paint, being a year old, may dry up if the container isnt adequately sealed or stored properly. Additional paint can be obtained;however, it may vary slightly.
  
  We would be willing to schedule an appointment to review the areas and touch them up if necessary. It would likely take us an hour or less to touch up all drywall areas repaired at your 11-month service appointment. Please know that it is possible the touch-*** may be visible. If you would like help with this, please contact *** at our office to schedule an appointment.

  Customer response

  08/17/2022

  [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. We are currently out of state on vacation, and we will contact Harbor Homes upon our return the week of 8/22/2022.
  
  Regards,
  
  ***************************
  

*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. ↩