Biltmore Company, LLC

Complaint: [redacted] I am rejecting this response because: FYI – I have not had my issue resolved to date The drainage issues in the rear yard have not been corrected They began to work on the flooring issue, but the installer stopped when he discovered our floor was not level Since that time, we hired an independent company to inspect the foundation and floor joists Their inspection revealed a floor joist was not level We reported this information to Biltmore and asked that they correct the floor joist so the floor installer could return The floor joist has not been leveled out, hence our flooring still has not been corrected You have incorrectly classified our complaint on your website as resolved It has not been resolved and should not be posted as such Please feel free to reach out to me for further details Thank you Evan

Biltmore company strives to provide quality products and customer service that our clients have come to expect. We have continued it too provide warranty service and we'll finalize those items that are remaining on the 11 month warranty as soon as practical. Biltmore Representatives have met with... the [redacted] s at their home to discuss any outstanding items and an acceptable time frame to complete those warranty procedures. In addition Biltmore company will attempt to work with neighboring property owners and address water issues that are created by others. Understanding that Biltmore has no control or legal access to those neighboring property owners and therefore may be limited in what can be done as a result of other people's actions. We appreciate the [redacted] s and enjoy working with them and will continue to complete their warranty items as requested.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***. The business response is accurate at this time. However, I am awaiting further resolution in reference to some of the listed items. Upon successful resolution of the issues (mainly flooring & water drainage/erosion issues), I will be willing to close out the complaint. At this point in time (6/16/16), the warranty resolution is still in the works.Sincerely, *** ***

Biltmore Company is aware of the complaint made by our home owner on 1-31-We have been to the home with our stucco contractor and have seen the issue in questionAfter visiting the home and seeing the cracks first hand, we informed the home owner that as per our
warranty we would not be fixing the hairline cracks that have occurred over the last calendar yearOur decision to repair or not repair the cracks in question is not based on cost but rather on the multiple nationally recognized building associations guidelines regarding builder's responsibility in repairing stucco cracks. Previous to starting their home and at closing, the home owners were given a copy of our warranty and builder maintenance policy which addresses stucco cracksIt states that " Stucco will crack naturallyBiltmore warrants surface cracks opening 1/8th inch or more for a period of one year." After careful examination of the hairline cracks, we have determined that none of them reach or exceed 1/inchSince the cracks do not reach or exceed the 1/8th inch threshold for repair we also believe that future weather concerns are not warrantedWe are also confident that the cracks pose no structural issues. Please see the quoted guidelines below that we adhere to.Chapter Page of NASCLA (National Association of State Contractors Licensing Agencies) residential construction standards March 20, 2009Common Defect or Problem Cracks in exterior stucco wall surfaces.Performance StandardCracks are not unusual in exterior stucco wall surfaces. Builder Repair Responsibility Builder will repair cracks exceeding 1/8” in width or where causing water damageBuilder to match color as close as possibleBuilder is responsible for water intrusion for the first ____ months (time period to be determined by the adopting state). Chapter Page of NASCLA (National Association of State Contractors Licensing Agencies) residential construction standards March 20, 2009Residential Construction Performance Guidelines 4th EditionNAHB RemodelersSection 5-5-1Observation: An exterior stucco wall surface is cracked. Performance Guideline: Cracks in exterior stucco wall surfaces will not exceed /inch in width

Biltmore company strives to provide quality products and customer service that our clients have come to expect. We have continued it too provide warranty service and we'll finalize those items that are remaining on the 11 month warranty as soon as practical. Biltmore Representatives have met with...

the [redacted]s at their home to discuss any outstanding items and an acceptable time frame to complete those warranty procedures. In addition Biltmore company will attempt to work with neighboring property owners and address water issues that are created by others. Understanding that Biltmore has no control or legal access to those neighboring property owners and therefore may be limited in what can be done as a result of other people's actions. We appreciate the [redacted]s and enjoy working with them and will continue to complete their warranty items as requested.

Complaint: [redacted] I am rejecting this response because:  My complaint was not about the width of the hairline cracks in the stucco my complaint is about the quantity of hairline cracks.  When I researched why stucco cracks I have found there are many different variables that could go wrong and many which could be prevented if done correctly.  Reading the different requirements in preparation prior to applying stucco to a home is to make sure the outside plywood or sheeting has the required 1/8" gap in-between each sheet.  Looking back at the pictures I had taken during the build I noticed there was absolutely no space in-between each sheet of plywood surrounding the outside of the home. Possibility number one. Another piece of information from the base coat product used is "One Coat stucco must be water cured with a fine mist once it has achieved final set.  Spray the wall periodically for 48 hours."  That did not happen. Possibility number two. Also noted in the instructions of the One Coat product is "Control joints should be installed to limit sections to no more than 144 square feet.  I have a section of wall that has excessive cracking and it is 148 square feet in size.  Another possibility. The staples used to hold the 20 gauge chicken wire to the outside needs to be stapled into the studs and not just the sheeting.  Noted in pictures I took during the process. I have found sections of the walls that have insufficient amount of thickness around or near the cracking.  Easily found with an 8 foot level.Another possibility could be a poor mix ratio or poor sand quality.  None of which I can prove until a professional investigator checks it out. Since Idaho has weather that can fluctuate greatly in temperature the proper modifications needs to be done to require the stucco to be able to flex and move with the hot and cold temperatures.  IF the contractor had added a layer of fiberglass mesh to the base coat the hairline cracks would have been significantly reduced.  Being it’s okay to quote technical documentation from surrounding states not affiliated with Idaho I have a document from the NW Wall & Ceiling Bureau or the NWCB.  In their technical document labeled Exterior Systems 600-610 it says, "However, it should be noted that excessive cracking or wide cracks could be an indication of some other problems within the structure or the plaster membrane and should be investigated by qualified persons. I have also sent Biltmore a letter from a Stucco Manufacturing Company’s Executive Director asking various questions regarding how the stucco was applied and other technical information that Biltmore has not responded to. Currently I have 4 professionals that have said the hairline cracks are excessive.  This is information coming from someone not paid by Biltmore. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
FYI – I have not had my issue resolved to date.  The drainage issues in the rear yard have not been corrected.  They began to work on the flooring issue, but the installer stopped when he discovered our floor was not level.  Since that time, we hired an independent company to inspect the foundation and floor joists.  Their inspection revealed a floor joist was not level.  We reported this information to Biltmore and asked that they correct the floor joist so the floor installer could return. 
 
The floor joist has not been leveled out, hence our flooring still has not been corrected.  You have incorrectly classified our complaint on your website as resolved.  It has not been resolved and should not be posted as such.
 
Please feel free to reach out to me for further details.
Thank you
Evan

I had originally filed a complaint with your office on this Home Builder out of Meridian, Idaho.  This was in reference to warranty work that had not been completed.I wanted to update your office and provide additional information to close out this complaint.  Apparently, the builder along with the flooring contractor came out today to our house.  They raised and leveled some of the floor joists in order to fix our flooring.  They were able to level the flooring on our main level and reduce or eliminate the cracking/popping sounds in our floor.With this resolution, I am requesting you to close out our complaint.  Feel free to contact me if you have any questions or comments.