ComplaintsforExperienceOne Homes, LLC

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ExperienceOne replaced our flooring last June (2022) and during the process removed and damaged the kitchen cabinet shoe molding. They were supposed to replace the molding but still have not done so. We have scheduled five different appointments (6/7/22, 10/14/22, 12/2/22, 3/21/23, and 4/10/23), but each time the appointment was cancelled/rescheduled at the last minute or no-show except the 3/21/23 appointment. A technician arrived for the 3/21/23 appointment without the tools he needed to do the repairs and ended up leaving without doing any work. No one showed up on 4/10/23. Each of the rest of the appointments were cancelled the morning they were supposed to arrive.My husband and I have been emailing both ExperienceOne and their subcontractor almost every month, sometimes multiple times a month, to get this work completed. The last few times we tried to contact them, they have not responded at all. We have three kids and a dog, and the molding in its current unfinished state is a hazard. There are are nails protruding from the molding, and molding that was not attached. We have marked the areas with blue tape and will push the molding into place when it moves, but it needs to be repaired properly and the damaged molding needs to be replaced.

  Business response

  06/22/2023

  The work not scheduled by the homeowner has now been completed

  Customer response

  06/22/2023

   
  Complaint: 20171499
  
  I am rejecting this response because it didnt make any sense.  We (the homeowners) did schedule the work  multiple times.  Experience Ones subcontractor canceled or rescheduled each time prior to ** filing this complaint.  However, the subcontractor finally emailed ** back last week and completed the work, so this complaint has been resolved.  Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi Better Business Bureau, I would like your help to resolve my issue regarding the misleading sales practices as well as consumer exploitation from ExperienceOne Homes LLC. I signed the purchase agreement with them to purchase a townhome on 28th November,2021 in their ********* ******* community in **** ******. The purchase price after options was agreed at $354,935. ExperienceOne Homes, LLC recently sent me a letter on June 20th that they would like to cancel the contract with their sole discretion unless I agree to pay $50,000 more on earlier agreed price. I have been given 5 days to respond with due date of June 24th. I would like to highlight that before signing the agreement in last November, I explicitly confirmed in writing with their sales staff that there would not be any price escalation. I can share those emails as needed. The current situation is highly unethical and opportunistic from the builder that it mislead me and now asking almost 17% hike in purchase price. Due to their earlier commitment on no price escalation, I chose their community over other opportunities in the market 8 months back. Builder is clearly exploiting the public with misleading sales practices and unfair purchase contracts with caveat to exploit the public. I will highly appreciate if you can help resolve the issue and agree builder to honor their commitment and deliver the townhome with same price as agreed earlier. Best Regards, *******

  Business response

  07/05/2022

  A letter was sent to the ********* explaining the need for a price increase.  That letter gave them the option of agreeing to the price increase or terminate the contract and get ALL of their earnest money back.  In that letter, which was forwarded to the Bureau, there is a paragraph giving ExperienceOne Homes the right to terminate the contract and give the earnest back.  

  After 40 years of building, I have NEVER seen anything like what we have been dealing with.  Prices going up weekly, materials not being available or on backorder, subcontractors not having enough labor to keep up with building, etc.  It has been very frustrating for us.  Literally every part of the homes we build, from the bottom to the top, continues to go up.  We are not alone in this boat as all builders are dealing with the same issues.  

  We take no pleasure in dealing with situations like this.  If you need additional information, please let me know.  Respectfully, ***** *******, Co-Owner, ExperienceOne Homes, LLC

   

   

  Business response

  07/12/2022

  We are sorry that the customer does not like our response.  We are not profiting from the increase.  Our costs, per the original correspondence sent to him, have gone up substantially.  This info has been all over the news for the last 2 years.  Surely he is aware of this.  Per my last response, we are within our legal rights to terminate the contract and give him his money back.  This should be the last correspondence needed on this matter.  

  Customer response

  07/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: This builder is not trustworthy and have misleaded me. They have setup purchase contract in such way that they can raise price anytime and cancel contract with no commitment. Very unprofessional builder and will advice to stay away from them. I am not even sure what level of warranty support this builder will provide even after you fall in their price trap.
  
  Sincerely,
  
  ******* *******

*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. ↩