Carolina Custom Homes of Burlington

Do not purchase from this company. We moved into our new home October 2023 and have had major issues with Foundation , Framing , HVAC ducts not being sealed , gas lines low pressure and our oven exploded, plumbing and water pressure tank leaks , We have hired attorneys Bill Brian and Hank Gates with Morningstar law out of Durham NC to investigate this company and Andy McKeown and his family. . Feel free to call me Dawn Whitt 919-434-8777 or email [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***, and Carolina Custom Homes has completed the necessary work. You can close this case and thank you for your assistance. I believe that if it was not for the Revdex.com involvement we would still be trying to get the work completed.
Regards,
*** ***

In response to the complaint ID # ***, first and foremost the Serial # of this home is ***. Carolina Custom Homes has recently taken over their own service out in the field starting with Serial # ***. The service of this home is 100% the responsibility of the manufacturer ***
*** *** because any home with a Serial # before *** is still their responsibility. With that being said, I have stepped in for Haywood C***(a representative of Carolina Custom Homes who handles customers that are out of our building area) to push the factory in their repairs. The factory has been to the home and made most all of the repairs as recently as last week and have already scheduled to come back this week or first of next week to finish working on the ceilings. The only item left that the factory is not responsible for is some repairs to the ceiling of the front porch and the brother in law(*** ***) of *** *** has accepted a settlement of $to make the repairs himself. With that being said, all of the service items are being handled and should be taken care by the end of next weekThank You! Andy M***

I am rejecting this response because: We disagree with the reply from Carolina Custom Homes.  First, nowhere on the contract does it state that if we have issues or problems with certain areas of the house that it is the manufacture’s responsibility because our home has a serial number [redacted]. This information should have been written in the contract that was originally signed by both parties.  Secondly, Carolina Homes never stated that the location of our home will be outside the normal building area and that it could cause some delays, issues or challenges; this also should have been identified in the contract.  They were more than willing to make another sale.  Thirdly, our contract is with Carolina Custom Homes; our mortgage company paid Carolina Custom Homes not the manufacture, [redacted].  Fourthly, our 2-10 Warranty states that McKeown Properties, LLC is the builder of our home and the advertisement literature for the warranty has Carolina Custom Homes of Burlington on the heading.  Under the warranty section it states “1 yr. workmanship warranty”, it does not state manufacture on it has it does for the 25yr & 30yr areas.  Additionally, under the “1 year Workmanship Warranty” area it shows Drywall, which is the current problem with the interior ceilings.  Please see attached Warranty documents.  I would also like to point out the week that Andy has alluded to of resolving the punch list (i.e. ceiling) has passed and no one has come out to complete the work as stated in Andy’s reply to you.   This has been Carolina Homes standard practice that we have experienced throughout this process, promises after promises but very leisurely to close out the agreed upon desired outcome.  Finally, Andy is correct; my brother-in-law has accepted responsibility to complete the repair of the front porch ceiling for $450. Again we, would like to resolve our concerns as soon as possible because it has caused undo stress since we have bought this home from Carolina Custom Homes .  Thanks again for your assistance with this matter.

Touching back base on this complaint.  Had a discussion with the customer this morning and everything seems to be taken care of.  Please let me know if you have any questions. Thank You!

I would say first and foremost there have been numerous conversations between Carolina Custom Homes and the customer concerning their service.  Up until recently when a customer buys a home from Carolina Custom Homes, a “punch list item”(that is documented at or before closing)  that was...

provided by the manufacturer(all items listed were provided by the manufacturer) would be the manufacturers responsibility to repair.  Any items that were completed by Carolina Custom Homes(such as decks, porches, foundation) after the home was delivered(none of the items listed are items that we provided) would be our responsibility. Please see attached form highlighted in pink where customer acknowledged the factory would be responsible for these items and not given a time frame.  We have recently hired our own service crew where the factory pays us to do our own service and we are able to control turnaround time much better.  With all that being said Carolina Custom Homes agrees that the factory is taking too long and we are going to send our service crew out to make all of the repairs and send a bill to the factory.  We have already contacted the customer and let them know we were going to make the repairs for the factory and have scheduled an appointment for this Friday to re-walk the home and make sure we know exactly what all needs to be repaired. Please let me know if there are any further questions. Thank You! Andy M[redacted]