Brush Arbor Home Construction LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: *** *** is not being accurate and truthful The intended completion date for the home was originally late November We scheduled closing for 10-days after that date to give him additional time to complete our added items Even with that additional time, days would go by without any work being done even though there was now a firm closing date Not once did he ever indicate that they were behind schedule and needed to move the closing date *** *** has been unprofessional and combative throughout this entire process His team is courteous, hardworking and professional It is a shame that he did not possess those traits himself when dealing with us
Regards,
*** ***

After reading the complaint I have to agree with certain parts of it, but I also need to share that it does not tell the full story.  Our customer is correct that the home was not as polished as our typical home when we turn it over to a customer.  Although Fairfax Co., the customer's...

private inspector, and the closing attorney did agree the the home was complete at the day of closing, we had more minor punch list items than our typical home.  After being told multiple times by the customer and their realtor that we could bump settlement due to numerous changes, we were then informed 10 days prior to settlement that this bump could not occur.  This was a spec house that was sold prior to completion, so customization and systems processing were done in a hurry to accommodate the desires of the buyer.  We acknowledge that we should have communicated more clearly the consequences of changes and customization.  At the same time, we didn't feel they would have been a problem had we been given the time that we were told we would have.  We did complete the walk through punch list in the time that we promised with the exception of one item that came in 3 weeks after our supplier had told us that it would come in.  For this reason, the customer is correct that we didn't complete the list when we said we would but we do have clear documentation showing that we communicated the delay from the supplier.  As is often the case, people encounter other punch list items after living in the house and we tried to take care of these at the same time, so the unfinished items are not from the walk through list but from our newly created "30 day list"  This 30 day list has been walked, clearly communicated and scheduled with the customer.  As the owner of Brush Arbor, I have clearly communicated multiple times to the customer that we are on the same team and that we have every intention to insure their satisfaction. The customer has told me multiple times how much they love our service manager and their project manager.  I can honestly say that our actions have never shown resistance or any desire to do anything but help make this a wonderful experience for the customer just as our other customers would verify.    I'm happy to address this in further detail should you have questions.  [email protected]