Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
On 7/20/2021 I closed on a house built by **** Collette, which included a one year warranty. When I moved in a PVC pipe was leaking water near the furnace and his HVAC team responded. On Feb. 18, ******************************************* the garage, this was resolved on October, 18, 2021. On Feb. 18 I also told him there continued to be issues with my plumbing. These issues were never addressed or resolved. On June 16, 2021, I requested an appointment to review the one year warranty issues and make a plan to resolve them. On June 23, 2021, he was able to come to my house so we could review the issues. On July 27, 2021, I emailed **** with a list of the issues we discussed while he was at my house that needed to be resolved. On Aug. 4, he came to my house with the painter. The painter covered up some moisture spots on the ceiling and said they would let it dry and be back to determine next steps. On Aug. 17 I contacted **** to let him know the paint did not cover the moisture spots on the ceiling. On Sept. 9, 2021, I inquired about when all of the issues would be resolved. He responded and assured me the painting will happen in the winter when things slow down. I asked about the other issues that were of concern, not just the painting. He did not respond. On Nov 1, 2021, I again emailed **** with the list of items that had not been addressed. He did respond to this email stating he would stop over that Friday with the plumber. He did come over; however, I was detained and he could not wait for me to get home. I have attempted to contact **** by phone, email or text on Nov. 29, Dec. 13, Jan 11, 2022. The items that need to be addressed include: replacing a scratched toilet seat, resolving the watermark issues on the ceiling throughout the house, resolve the bathroom door swing issue, replace the ceiling fan in master, service door leaks when it rains, master bath granite needs buffing, nail pops, continued leaking of PVC pipe by furnace.Business response
01/25/2022
In response to the complaint filed by *********************************** in letter dated January 14, 2022, I would like to state the following.
Per the work performed on February 7/20/21, the moisture on the garage ceiling was resolved at my expense. The eves were stuffed with insulation as well as blown in the ceiling. This was due to a snow and wind weather condition which builders are not responsible for, as we cannot control the weather. This is not a building code requirement, but it was corrected at my cost of $500.
In regards to the plumbing on the lower level, she was told by the plumber that no female hygiene products can be flushed down the toilet. ****** denies doing this, but plumber and I dont have any other resolve or reason for the problem she was having.
Concerning the moisture spots on the interior ceiling of the home, I told her Id take care of the painting in the winter when things slow down for us. She was fine with waiting.
We made an attempt in November, 2021 (me and plumber) to again talk about her issues including the chipped toilet seat. The scheduled meeting was for 10am on Friday. Less than 24 hours later she changed it to 12:30. I then had to reschedule the plumber and move my schedule around to satisfy her request. Plumber and I sat in her driveway for 45 minutes because she was detained. I texted her to see if she was coming and she responded by giving us the overhead door code to enter the property. The door code she gave didnt work. After trying several times and being there almost an hour, we left because we couldnt open the door. Ten minutes after leaving, she texted saying she had given us the incorrect code. The plumber and I left the new toilet seat against the garage wall for her. She has the new toilet seat!
Concerning the ceiling fan in the master bedroom, she claims it makes noises. I couldnt hear a noise when I was there. I suspect she wants a new ceiling fan as she doesnt like the style of it. Just like the ceiling fans she didnt like in the other 2 bedrooms, she picked out new ones and we switched out the old ones as part of the offer to purchase.
The granite countertop in the master bathroom has a chip in it. The granite company sales person has called ****** to set up a time to repair it, but she has never responded.
Id like to point out that I was in touch with her via email on January 17th letting her know I had been very sick for several weeks. This was in response to her January 11th email asking when I would address her outstanding issues. Then I received this complaint from BBB via USMail on Friday, January 21st. I have been very accommodating to ******* one year warranty despite some of her issues being out of the normal warranty scope. The bottom line is that she demands things be done on her time and on her schedule. When she didnt show up or even offer an apology for not making the meeting in November, it didnt leave an impression that she so urgently needed these things done.
I have been a general contractor for the past 26+ years with hundreds of homeowners who are customers. Not one has ever called a 3rd party to complain. I do not feel I was negligent at all in servicing her. This is a poor way to get attention and especially as she literally lives down the street from me and we are neighbors.
Thank you,
**** Collette
Customer response
01/25/2022
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.****************** has not addresses the *** pipe that continually leaks near the furnace in the basement. His HVAC company was out to fix it one time already and this pipe continues to leak.
While I am not sure why my plumbing continues to be an issue, I can assure Mr. ********************** it is not from feminine hygiene products. I would like to have a discussion with a plumber to understand possible causes.
On June 23, 2021 when Mr. ********************** was at my house. He did in fact hear the rattle in the ceiling fan. We listened for several minutes to make sure the noise we were hearing was not from the construction happening at a new build near my house. After determining the rattle was indeed the ceiling fan, he said that often times the imbalance in a ceiling fan could be rectified by placing a dime on one of the blades. He concluded that he did not think that was possible after hearing the rattling of my fan. I was concerned that he would put a fan I did not like in as a replacement, so I immediately texted him the type of fan I wanted. I have heard no response from him on this issue since June 23, 2021. I would be happy with the same fan that is currently installed, eliminating the rattling. If the fan in the master was simply a taste issue, I would have had it switched out prior to the sale as I did with the other fans.
Following the Aug. 4 visit with the painter to address the watermarks on the ceiling, I did contact **** to let him know the paint did not cover the watermarks and asked him what the next steps where to determine the cause and determine a solution. I did not hear back from him. He did say the painting would occur over the winter; however, I wanted him to understand that the paint that was used as a spot test did not work so I didn't want him to send a painter to paint the ceiling before we spoke.
On Monday, Nov 1, I had requested a 1:30 meeting with the plumber and Mr. ********************** for Fri. Nov 5., not less than 24 hours before our appointment as stated by Mr. **********************. I did get confirmation from ****************** at 9:42am the day before our 1:30 meeting that he and the plumber would be at my house on Friday, Nov. 5 at 1:30. Mr. ********************** texted me at 1:42pm stating they were at my house, this is 12 minutes past our 1:30pm appointment. I saw the message at 1:59pm and apologized for not being at the house. I did transpose numbers and provided the wrong code for my garage. While I am disappointed I missed the meeting and am not happy that I tied Mr. ********************** and the plumber up, it was an honest mistake on my part; however, Mr. **********************'s time is not the only factor here, as I have spent time away from work for these issues as well as time trying to contact him without response. The toilet seat was left at my garage and has not been installed.
I have never received a call from the granite company about buffing out the countertop. I did tell Mr. ********************** this and he said they had told them they called. He said he would follow up with them. I offered to call them as well to make an appointment and Mr. ********************** said he would get me their information. I have not received it. I am happy to contact them if I receive their information.
My last email to Mr. ********************** on Jan. 11, ******************************************************************************** resolving the remaining warranty issues. I did not hear from him. On Jan. 14 I was notified by the BBB that Mr. ********************** had received my complaint, so I was encouraged to hear from him on Jan 17. I responded that I was happy to hear from him and that he should let me know when he was feeling better so we could resolve the outstanding issues.
On Jan. 21 I received a rather hostile email from Mr. **********************. My response indicated that I would like to know his plan for addressing the issues so this could be resolved amicably. I have received a text that the painter can be at my house sometime next week. I will be responding to that. We still have not resolved how the spots have gotten there and if they are getting worse, so sending the painter at this time may not be the best choice. Additionally, I am not comfortable with ****************** being in my home given the tone of his last email.
I look forward to having the issues outlined in my original complain resolved at a time that works for both myself, Mr. ********************** and the specialists that need to do the work.
Regards,
***********************************Business response
02/01/2022
In response to the complaint filed by *********************************** in letter dated January 14, 2022, I would like to state the following.
Per the work performed on February 7/20/21, the moisture on the garage ceiling was resolved at my expense. The eves were stuffed with insulation as well as blown in the ceiling. This was due to a snow and wind weather condition which builders are not responsible for, as we cannot control the weather. This is not a building code requirement, but it was corrected at my cost of $500.
In regards to the plumbing on the lower level, customer was told by the plumber that no female hygiene products can be flushed down the toilet. ****** denies doing this, but plumber and I dont have any other resolve or reason for the problem she was having.
Concerning the moisture spots on the interior ceiling of the home, I told customer Id take care of the painting in the winter when things slow down for us. She was fine with waiting.
We made an attempt in November, 2021 (me and plumber) to again talk about her issues including the chipped toilet seat. The scheduled meeting was for 10am on Friday. Less than 24 hours later she changed it to 12:30. I then had to reschedule the plumber and move my schedule around to satisfy her request. Plumber and I sat in her driveway for 45 minutes because she was detained. I texted her to see if she was coming and she responded by giving us the overhead door code to enter the property. The door code she gave didnt work. After trying several times and being there almost an hour, we left because we couldnt open the door. Ten minutes after leaving, she texted saying she had given us the incorrect code. The plumber and I left the new toilet seat against the garage wall for her. Customer has the new toilet seat!
Concerning the ceiling fan in the master bedroom, customer claims it makes noises. I couldnt hear a noise when I was there. I suspect she wants a new ceiling fan as she doesnt like the style of it. Just like the ceiling fans she didnt like in the other 2 bedrooms, she picked out new ones and we switched out the old ones as part of the offer to purchase.
The granite countertop in the master bathroom has a chip in it. The granite company sales person has called ****** to set up a time to repair it, but she has never responded.
Id like to point out that I was in touch with her via email on January 17th letting her know I had been very sick for several weeks. This was in response to her January 11th email asking when I would address her outstanding issues. Then I received this complaint from BBB via USMail on Friday, January 21st. I have been very accommodating to ******* one year warranty despite some of her issues being out of the normal warranty scope. The bottom line is that she demands things be done on her time and on her schedule. When she didnt show up or even offer an apology for not making the meeting in November, it didnt leave an impression that she so urgently needed these things done.
I have been a general contractor for the past 26+ years with hundreds of homeowners who are customers. Not one has ever called a 3rd party to complain. I do not feel I was negligent at all in servicing her. This is a poor way to get attention and especially as she literally lives down the street from me and we are neighbors.
Thank you,
**** Collette
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.