ComplaintsforRockford Homes, Inc.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lethargy and carelessness Once you enter into contract, they don't want to see you, hear you, and forget about them talking to you or answering you. They are not best in term of architecture capabilities and meeting timelines they have no clue how to interact with customer, Only sales agent will talk to you with shallow information and mostly it will not help/resolve any of the issues you brought in ; attaching sample of their work for your reference. This builder didn't finish the job in time 1) Even pointed out problems were not address for a month and now all of sudden , they are threatening to change the closing date 2) never received answer from the builder, only sales person talks to you with shallow information. i have huge list that they should address and they are doing nothing about it. 1) The height of French door is 6” low and not matching to overall window heights. With bigger French door that we talked it suppose to match with the window height (Biggest concern). 2) Bedroom 3( one with scones in it ), north facing window height is not matching to height of the windows on the westside in the same room (Bigger Concern) ? current Discussion is on this topic in email trail below 3) Washroom counter tops depth seems less everywhere , for example in master bed room it isn’t even at par with side walls( Big concern) 4) Both The staircases are very narrow, to 1st floor and to basement, They are only 33” wide, what I think standard is 40”!! 5) Basement top is not insulated yet… 6) Porch was NOT finished painted.

  

  Business response

  07/28/2022

  We are apologize for the delays in construction and any misinterpretation you may have had during the home building process. We have reviewed your complaint and compared your concerns to the contract and blue prints and have not found any contractual discrepancies. We reviewed the blue prints with you at the pre permit review and the pre construction meeting to make sure that all your exacting specifications in the contract were included on the blue prints. 

  In order to address your concerns, we have offered to postpone the closing so we would have the opportunity to address any and all misinterpretations that buyer may have. The buyer has not accepted our resolution and has asked for an additional $10,000 discount. Our policy is to resolve misunderstandings and any correct any deficiency's perceived by the buyer, not discount the contract contract amount. We understand that the custom home building process can be difficult and there are misinterpretations throughout the process that need to be addressed, and we have addressed every and all concerns during the process. 

  

  Business response

  08/03/2022

  We have responded to every phone call, email and text message. Unfortunately, there has been some misinterpretations and communication struggles with this buyer. We have built the home per the buyers exacting specifications, per the contract and per the blue prints. Sorry we did not meet and exceed their expectations. 

  Customer response

  08/03/2022

  Please find email here by that clearly shows negligence and ignorance on Rockfords' part
  
  Regards,
  
  ******* *******

  

  Business response

  08/04/2022

  Sorry, but we will not be responding to his derogatory comment. 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home January 21, 2022 and a portion of our funds were put into escrow for the yard. To date we have no yard, the entire landscape is overgrown with weeds inviting critters and ticks. Our yard is also full of rocks preventing us from maintaining the weeds with a mower. We have been told on several occasions that we would have someone remove the rocks, bring the yard to grade, have it inspected by the city of Hilliard and lastly have our yard installed with sod. None of this has been done and now homes that were purchased after ours are now getting all of the aforementioned done.

  

  Business response

  07/25/2022

  Unfortunately, we have had a very difficult season installing landscape and sod due to the labor shortages and rainy weather. We want the sod installed as soon as possible so we have a satisfied customer and our escrow funds of one and half times the cost of the sod is released to us; we are on the same team. 

  The lot was re-dozer graded today, the sod grade is schedule for tomorrow morning and the sod will be installed this week. Provided, we do not have a heavy downpouring of rain during the next couple days.  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over 90 punch out items that were supposed to be addressed prior to closing on our house in March. Still not addressed, and our attempts at contacting Rockford has been ignored.

  

  Business response

  06/22/2022

  Sorry it has taken us so long to complete the pre closing punch out items. Our service director and technician will oversee the completion of all items. It is my understanding that they met you at your home yesterday and they have put together a plan with you to complete all outstanding items.  

  Customer response

  06/22/2022

  I am rejecting this response because: 
  

  That is incorrect.  No one met with us yesterday (6/21) and currently there is no plan in place to remedy the issues. 

  Regards,

  
  ******* *****

  

  Business response

  06/27/2022

  Our staff has been communicating with Mr. Fares and we are scheduling the work to be completed. 

  Customer response

  06/28/2022

  I am rejecting this response because: 

  The scheduling, scope of work (SOW) and physical work has not been completed, so until that is complete we are unable to accept the response. 

  
  Regards,
  ******* *****

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contract with Rockford in March of 2021 after nearly 15 months, we finally closed on our home in June 2022, however, as of two weeks after closing, we still do not have a driveway, landscaping, or sod, and no clear timeframe as to when these will be finished.

  

  Business response

  06/28/2022

  Due to labor and material shortages we were unable to install the driveway, landscape and sod prior to closing.  The buyers lending institution is holding 1.5 times the cost of the items in escrow.  Unfortunately, we do not have an exact time frame on when the escrow work can be completed. Please be patient, as we are on the same team and want to complete the escrow items as soon as possible. 

  Customer response

  06/28/2022

  I am rejecting this response because: we understand delays happen and there are shortages for lots of materials, however, other home builders, and other Rockford neighborhoods that have higher priced homes, do not seem to be having these issues.  We finally got our driveway, exactly 3 weeks after closing, and after most other homes in our section got theirs, including homes that are not even close to closing.  With closing in the summer, there has been plenty of time to get these things done, and other home builders are doing just that.  That is why I reject this response. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  03/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Building a house in Delaware County with Rockford and it is under construction. Some of the issues we are running into are listed below. Done multiple follow-ups with Supervisor and sale agent: 1) They charged $3200 for 10' of driveway extension and mentioned extra cost is for gravel. Before working on drive way they need to level the ground so equal layer of gravel & asphalt can be made. They did not level the ground and just built driveway with uneven layer of gravel. Supervisor told that they only put 2” of asphalt and 4” of gravel. When inquired with another Rockford sale agent, they mentioned that industry standard is 2” of asphalt and 6” of gravel. 2) Bottom edge of one of the windows has 3/4 inch of slope. Window needs to tilt sideways before it can be locked. It is security issue and it is also going to leak air. The builder claims energy efficiency by doing “Air Sealing” https://rockfordhomes.net/energy-efficiency/, but don’t be fooled by these claims. Did multiple follow-up with supervisor, but he is ignoring it. 3) Stairs installed in the house to go to 2nd floor are made of composite board. When I reported this to Supervisor, his reply was that there are other houses in subdivision/community with same type of stairs. When I checked other in-progress houses under construction by Rockford, all houses had proper wooden stairs. When I reported this, he changed his statement that houses in other sub division have similar material. Another statement by him was “We do not state in our contract what material is used for the material for the steps. You did not state in the options that it needed to be paint or stain grade material or there would have been a significant charge for that.”. My answer to this statement, if it is not stated in the contract and when you are giving wooden stair to everyone in the community, why I am getting composite board. Others did not pay extra for wooden and I did not pay less to get composite board.

  

  Business response

  03/28/2022

  Our relationship with Mr. ****** ******* has been tenuous at best. We are unfortunately unable to keep up with his daily demands on our sales and construction staff. There are many aspects of the construction process that Mr. ******* does not understand and is not willing to listen and be educated on the Central Ohio Building standards. 

  1- Mr. ******* requested a custom option to widen his driveway 10', we accommodated and priced out his custom option at $3200, which he purchased. The 10' asphalt extension was in stalled to industry specification; 8" of#304 stone was installed and compacted down to 6", 2 1/2 " of #404 asphalt was installed and roller compacted down to 2" thickness. 

  2- Prior to closing, we inspect and adjust all windows. There no underlying deception or defect with regard to the energy efficiency or air infiltration. The window simply need adjusted. 

  3- The stair are manufactured using engineered wood products and common pine board. Since these particular stair parts are receiving carpet on top, it is irrelevant which material or combination of materials were used. They are measured and custom built for each home, meeting or exceeding all industry standards and codes. Mr. ******* chose not to pay the upgrade for hardwood, stainable treads and risers. 

  4 and 5- Our HVAC systems are engineered for each home and the HVAC company places the duct work and vents in the most practical and efficient locations as designed for optimal performance. The HVAC company receives drawing approvals and inspections from the local municipality. 

  It is very clear that Mr. ******* is extremely unhappy and we feel that it is in all parties best interest to cancel the contract and refund his deposit in full. We will have the cancellation paperwork ready for his signature tomorrow March 29th. 

  Customer response

  03/30/2022

  As long as these items are fixed as per the standards by closing, I should be happy. 

  I accept the business reply. Please find attached previous communications by business. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi There, We have brought the new constructed home by Rockford homes in 4th Nov 2021. We had some many problem within home, no in time resolve on these problem. On 17th Feb 2022, we had problem with sump pump, at 5:00 pm, we drop the email to find the out the emergency contact, around 8:14 PM we had got the emergency contact, we had reached to that person and he came to my home at 9:45 PM, and he said your sump pump is not working 100%. then he changed the sump pump. The basement has been filled with water by 9:45 Pm, My family we were trying pull out the water from basement, around 100 buckets water we have removed from basement. We have some furniture in the basement and it has filled with water and spoil. I have reached to Rockford home about this issue and intimate about furniture. They not responding to it. cleaning the basement or furniture. We have stinks in basement. We haven't complete our 90 days inspection yet. they are insisting me to reach my insurance company, I believe this is not even we have complete the 90 days inspection, they need to take care. Thanks in advance -******

  

  Business response

  02/18/2022

  Good afternoon,

  We received an emergency email regarding water in the basement yesterday evening at 6:38pm, and we responded to the homeowner at 8:08 pm and we gave him the plumbers phone number to contact directly. The plumber responded to the homeowner and arrived at their home around 9:45 for an emergency service. Upon inspection, they found that the sump pump was not performing at its optimum level causing water saturation up through the basement concrete slab causing minor standing water on the concrete slab.  The plumber replaced the defective sump pump and confirmed it was operating correctly. We confirmed that the owner has a operating dehumidifier and recommended that they remove any wet items from the floor and use fans to help dry out the basement and push any standing water towards the sump crock. 

  Our warranty does not cover consequential damages and if the owners furniture was severely damaged by the minor surface water, that they should contact their insurance company and file a claim. 

  Customer response

  02/18/2022

  I accept the business's response to resolve this complaint. 
  
  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. ↩