VIP Homes

We are working with this homeowner right now and believe we will have this settled with them soon. We are willing to compensate for the repairs; we are just working on the fair price of that. Our latest conversation with them seems to indicate we may have come to agreement.

Better Business...

Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. If it does not, there we are back where we started. There has been no communication since this complaint was made known to VIP.Regards,[redacted]

To Whom It May Concern:

We are bringing the original sample she selected her vinyl from to an appointment at the customers residence tomorrow to verify that the correct flooring was installed.

Sincerely,

GM of Production

VIP...

Homes

Here is our response to [redacted] Schmidt  Good afternoon [redacted] this is our reply to the complaint filed by [redacted] VIP Homes satisfied all requirements by the title company and lender when [redacted] closed escrow on the home we built for her. Her...

request to us was that VIP Homes supply financial information and lien waivers to the lender of a client she was selling her new home to. We have no contractual responsibility to supply an unconditional lien waiver to her buyer and have never been asked to do so by any of our clients in the past. TOM S[redacted]Executive Director of Operations 3048 E. Baseline Rd., Ste. 102Mesa, AZ 85204Office: [redacted]Cell: 6[redacted]

Review: I am in the process of having my home built by VIP home builders I originally picked out a vinyl flooring and was called by VIP informing me the flooring I picked was not available and it is going to be upgraded to come back in to pick out new flooring I set an appointment to pick out new flooring mind you the first pick was not dark it was a tan coco tone, the second I picked out a lighter flooring due to my base boards being dark I received paperwork for that flooring that it was going to be ordered . As my home continues to be built I make a visit to the work site of my house to find the flooring not what I picked I informed the builder immediately of the situation and I was informed the flooring is going to stay we are not taking it up, I was not notified that there was a change I did not authorize a change this is illegal to change a product that’s being paid for and switch it around without notification to me I am very dissatisfied, with the unprofessionalism of the home builders & carelessness due to NO resolve of this burden, to have a house built with a flooring I did not choose the first time or the second.Desired Settlement: I want the flooring my paperwork states I Personally picked out and installed before my first initial walk through. NOT the flooring VIP Homes picked out for me.

Business

Response:

To Whom It May Concern:

We are bringing the original sample she selected her vinyl from to an appointment at the customers residence tomorrow to verify that the correct flooring was installed.

Sincerely,

GM of Production

VIP Homes

Review: I paid an extra $750 for cultured marble counter tops with square sinks. The sinks are not square. When I ordered them they had no picture in the office to show me. The design professional simply advised me they would be square sinks. They tell me now that they have always had pictures of the sinks in the design center. So why was I told there were no pictures to look at? If they presented me with pictures and specs, I never would have ordered them as they are not what I was looking for. This is clearly wrong. They should not have sold me something they could not show a picture of or supply. Their idea of resolution to this is not charge me a change order fee of $300 and let me spend more money to purchase new sinks and countertops at the their cost. This is totally unacceptable, I will not spend another dime on these sinks, they are not what I ordered and I should not have to pay for them. They are basically calling me a liar, because they said they had pictures all along in their office. They will tell you I ordered them twice!! Well, they force you into ordering all your options in the sales center sight unseen. When you get to the design center you firm up your choices. I was also given wrong information when my sales person [redacted] called [redacted] the design consultant for prices. He specifically asked how much he should put in my contract for a chimney style hood vent. [redacted] told him $450. When I got to the design center I was forced to spend $1200 on the chimney hood vent, as this was the only choice I had. [redacted] also asked what upgrade I needed to be in to pick out the type of plank tile flooring I wanted. [redacted] told him specifically to put in for level 5 tile as there were many choices. Level four, she said, only had one choice. When I got to the design center [redacted] brings over my "one" tile choice in level 5. Again I was mislead. There have been several mistakes along the way. Mistakes I personally had to deal with, as the superintendent on the job says he just builds the house. I have to call the office myself and advise them of the mistakes. The shower wall was wrong, wrong lights were installed, wrong pantry door was installed, house was painted incorrectly, etc etc. These items were all taken care of and I'm only mentioning them to let you know that the sinks are not the only mistake. The sinks are a mistake they refuse to fess up to as it will cost them money. This is the greediest company I have ever done business with. The owner would rather have a dissatisfied customer than to give me my $750.00 back.Desired Settlement: $750 cash

Business

Response:

To Whom It May Concern,

We have been in communication with Ms. [redacted] about this issue. We are aware that she is unhappy with the square sinks she selected. We have asked many questions of many employees to try and understand what happened in the selection of her sinks. There are many unknowns in this process as there is no recording of all the conversations she had with our representatives during this process. However, there are two facts that we all agree on: Ms. [redacted] contracted with us to install "Recessed Square" sinks instead of the standard "Recessed Oval" (see attached Detail Sheet) and that is what she received. While Ms. [redacted] reports that our staff said there was no picture of this sink available, we have had one on file at our office since 2006 and they have used it many times to show customers the "Recessed Square" sink (see attached images).

Because we don't know exactly what lead Ms. [redacted] to this selection and we want to please our customer, we have offered and are offering three concessions that are beyond Ms. [redacted]' contractual rights (see attached email to Ms. [redacted]):

1) Allow Ms. [redacted] to change her sinks after they have already been installed.

2) Waive the normal $250 administrative fee for changes to the contract.

3) Install new sinks and tops at cost removing any markup we would usually charge.

Unfortunately, Ms. [redacted] does not find these concessions acceptable but it would be an unsustainable policy for our company to take a loss to change any item a customer later decided they didn't like regardless of their agreements.

While Ms. [redacted] frequently refers to selections or choices she was "forced" into, we have never used coercion in any of our relationships with our customers and we certainly didn't with Ms. [redacted].

As Ms. [redacted] points out, we do correct our mistakes. However, in this case, we did exactly as we were required by our contract with her.

Respectfully,

[redacted]

Business

Response:

We would be happy to cut Ms. [redacted] a check for the amount we offered.

Also, I agree that the pictures we had were rather embarrassing but they have indeed been among those used to show the "Recessed Square Sinks." I have asked our staff to come up some better pictures. Unfortunately our cultured marble provider is small business that does great work but doesn't have the best brochures.

Sincerely,

[redacted]

GM of Productions

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

P.S. Hi [redacted]

Thank you so much, I do really appreciate you for working this out with me. Just too bad it had to go this far. I am extremely happy with my new house, it is unbelievably beautiful!! I'd like to give some constructive criticism tho and maybe you could pass this down to the person responsible. There was definitely a disconnect somewhere from my detail sheet to what was handed over to my Superindendant, [redacted]. He followed what was given to him but it was not the same as my detail sheet. This occurred several times, the paint on my house, the light in my hall bath, my pantry door, my shower wall and the hardware on my frameless shower (altho that was a mistake for the better!) Anyway, please don't take this wrong, I'm just saying. Everything was taken care of in a timely manner, but all could have been avoided. Thanks for the check, you can send to my new address:

[redacted]

Review: In order to satisfy the requirements of the title company, we need an unconditional lien waiver from the builders of our home. The title company says it is a legal requirement that they give us one, but they refuse to give us one.Desired Settlement: Give us an unconditional lien waiver.

Business

Response:

Here is our response to [redacted] Schmidt Good afternoon [redacted] this is our reply to the complaint filed by [redacted] VIP Homes satisfied all requirements by the title company and lender when [redacted] closed escrow on the home we built for her. Her request to us was that VIP Homes supply financial information and lien waivers to the lender of a client she was selling her new home to. We have no contractual responsibility to supply an unconditional lien waiver to her buyer and have never been asked to do so by any of our clients in the past. TOM S[redacted]Executive Director of Operations 3048 E. Baseline Rd., Ste. 102Mesa, AZ 85204Office: [redacted]Cell: 6[redacted]

Review: The facts: I sold my land to VIP homes - I offered to watch the home as my home across the street had cameras - for 8 months or so I reviewed videos - in the videos I noticed on three separate occasions a 30 to 50 ton semi pull up to my gate to back up their trailer to the property. I called VIP homes [redacted] and [redacted] and they said to provide the video to the on-site supervisor - which I did. I also filed with the Maricopa county Sherriff's office case number [redacted] at the recommendation of [redacted].

The issue is a 40 to 50 ton semi cannot run over pavers with out pushing them down or destroying them. I offered to show the video to [redacted] and [redacted] but both declined. The first semi was so criminal that he literally ran over a 800 lb bolder and carried it with him about 6 feet - he kept on going.

[redacted] kept in communication after my prompting saying he would fix the problem. I have multiple recorded messages per ARS title 13 and multiple text messages saying he would fix the issue, that he was with a reparable company.

So he said be patient we'll take care of it - that ride traveled from August 2014 to today April 2015. [redacted] asked me to get quotes on how much it would cost to fix. I obtained 3 quotes - that ranged from $900 to 1200 and upon delivery [redacted] said he thought it was too high. Long story short he said he has a guy who could do it for $300.00 I said fine with me as long as it gets fixed.

Yesterday [redacted] would not provide the name of the person and said I'm done with you. I said and text-ed to him he promised to take care of the issue.

I left voice mail with the owner [redacted] (someone in the office took the message) and [redacted] and [redacted] -

I do not see this company as an honorable company - it has no integrity if I have to go to the Revdex.com and finally other efforts if no results - I do what I say I am going to do, they should not be in the business of making homes if they don't know how to be honorable and have some integrity. As a side note I understand from the neighbors who bought the home, they were lied to as well. The profit on the home was about $225,000 to $300,000 (after paying contractors & materials ) - so they could do the right thing and respect the existing homes by not damaging them for their own gain and just fix what they caused by building the home

[redacted]Desired Settlement: Replace about 12 large Pioneer pavers where the truck turned it's tires and raise the solder pavers to the way they were before these large trucks hurt the pavers - the solders have a concrete footing that has to be replaced.

Business

Response:

We are working with this homeowner right now and believe we will have this settled with them soon. We are willing to compensate for the repairs; we are just working on the fair price of that. Our latest conversation with them seems to indicate we may have come to agreement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. If it does not, there we are back where we started. There has been no communication since this complaint was made known to VIP.Regards,[redacted]