Copper Homes Limited

Complaint: [redacted] I am rejecting this response because:Andrew, I received one email from Dave late on 3/about fixing the garage man door and putting rock in the window wellsI was not available to do that the next dayI have not heard anything about any of the other issues yet.Please let me know what the plan for these items areThank you Regards, [redacted]

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response becauseHere is the list you asked for.Window well rockfinal gradeback patio concrete leveled outgas line dug to shopfront door gap fixed, without weather stripThis is a brand new door it should sealman door to garage missing sweepdent in garage door fixednew railing still needs painted holes that were filled need paintedsewer hole in front drive still looks very unprofessional, and is right in the walkwayNeeds to be cleaned up to look right.nail in island backer still there from original walk throughstaples in the kick board on the back door Your design center needs to come out and assess the door frame damagesWe will accept the dollars for the shower and would like to get the materials from you in order to complete the job.I would also like to have someone come look at the paint on the wallsWe seem to have an issue with the paint peeling off id anything touches itThere are a few spots over the mantel that peeled right after I took down ChristmasThere was nothing stuck to the wall, just leaning against itI would also like to let you know that there is something odd about the lights on the front of the garageWe have had to replace them three times since we moved inThat seems a little odd, not sure what would cause thatI have tried different types of bulbs, but no change.Please let me know when these things can be completed, we plan on starting landscape in about three weeks and would rather have all exterior done before we startWe have to get the landscape done due to the HOA guidelines.Thank you Regards, [redacted]

Thank you We will review this list on site with you.Please understand that weatherstripping is an integral part of a door and part of its function, but we will review your concern

***,Please email us directly. There is no need to respond through this system as we have already agreed to address punch-list items and even give you a credit for the shower bench that you would like. We really do not have a disputeThe information here is public and we really don't want to coordinate your schedule of when you will be home in a public forum.I'll email you directly.Thanks,Andrew

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I received your letter today regarding dispute ID *** from *** ***, *** *** *** *** **.The customer lists a number
of items for which she was frustrated such as having to make last minute decisions, not having time to do walk-through, etcbecause they both work. Unfortunately building a semi-custom or custom home involves a lot of decisions and a lot of interaction with the customer. We continue to refine our processes and strive to have all of these decisions made upfront, but in this case in a push to get the home started we began construction while the customers were still picking everything out which is difficult for everyone and we should have managed the expectations betterIt sounds like there was some confusion over lights. The customers provided their own lights, whereas we now encourage customers to use our own vendor as coordinating light fixture orders, deliver, light bulbs etcis difficult when purchasing lights online. Again, it sounds like the customer was frustrated by the process, but there are not any outstanding issue with lights, HVAC, etcWe are a custom builder and our customers usually have taken the time to understand their plans as it relates to lights, plumbing, etc. We have a very detailed checklist that the customers signed, but we understand that these customers must have been very busy with work and the process of making their selections was more of a chore than an exciting process. We went out of our way with these customers to get a home built that met their budget, made custom changes to the home for their garage size, and even provided an allowance for them to build an outbuilding on their own and provided materials for that. All of these custom changes add complexity to the management process and in this case perhaps the budget, and available time from the customers was not conducive to the project. One of the issues with this project is that the customer's budget was very low...in the low $500's. This is the lowest priced home we have ever built as we were trying to help these customers out. Unfortunately the customer's wants exceeded their budget; we were able to accommodate their request for an over sized garage with room for a car lift and even an allowance for materials for an outbuilding. Copper typically builds homes in the $800's to $million range, so this was a difficult task to meet their budget.Regarding closing, keys, etc. These customers were leaving on a vacation and pushed us to close before the home was completeThis again goes against our policy and in an effort to help the customer we made this exceptionIn hindsight we should have never done thisAs the customer states the shower glass was not complete and we were still finishing touch-ups. Ideally we complete a walk-through with the customer, obtain final city inspections and then have a two week period to complete all touch-ups and punch-list items before closing. These punch-list items have subsequently been addressed to the standards contained within the 2-Home Buyers Warranty Performance Standards. The customer mentions a gas line to the outbuilding that has not been completed. We have spoken to the customer a number of times and all parties agreed that the gas line would be installed when the weather warmed up. This is another symptom of us helping them by allowing them to build the outbuilding themselvesIn hindsight trying to coordinate with a customer doing their own work was a mistake.Although the customer alludes to it, her real complaint is that she wants us to put a bench in her shower. The plans for her home do not show a shower bench. Her complaint is that other homes that we showed photos of and called "standard" had a shower bench. It's true that most homes have a shower bench and if the customer had brought this up at the plan stage, at the framing walk-through or even when they started tiling we would have included itWe have a detailed disclosure signed (attached) that explains that each home is unique and that the customer has a responsibility to review the plans and specificationsThe tile installation drawings which she signed do not show a shower benchThere was never a shower bench at any of the dozen walk-through, and not when she walked through before closing. We are very accommodating and want to do the right thing, but when something isn't on the plans, and isn't brought up until after closing we believe the customer needs to take some responsibility for their lack of attention. She states that she wants a buitiled shower bench; but if this was so important to her you would expect that she would have noticed it at some point prior to closingThe first request came weeks after closing. We found a solution that we can aas a corner bench and offered to install that at no charge, but she didn't like that optionOur tile installer won't install a tiled bench after the fact because it could affect the waterproof membrane and cause leaksWe offered the customer a $credit so they could find someone to install it on their own.In summary, we went out of our way to accommodate the customer's specific needsWe made a number of changes to craft a plan for them per their requests and really eliminated any profit margin in an attempt to meet their budgetWe rushed the standard closing/punch-list process to get them in on the schedule that they wanted resulting in the need for post closing punch-list work which is hard on everyone. We would be more than happy to issue a full refund to the customer and buy the home back for what they paid. Sincerely,Andrew B***OwnerCopper Homes LimitedTel***Although our contract specifies that these meetings are to be held Monday-Friday from 8-4pm, we went out of our way to meet the customer in the evenings and Saturdays. The customers complained about the expense of adding a second furnance and ACWe recommended this as it would dramatically improve the efficiency and comfort in the home and we paid a large portion of the cost ourselves. -- Andrew B***OwnerBrass Key Property Brokers and Copper Homes Limited*** ***
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Complaint: ***
I am rejecting this response because:Thank you for taking the time to look into this situation for meI understand that we are not the client that Copper homes deals with, but the fact is that they offered all of the things that they put into the response emailThey offered to build a home in the price range stated, they offered to put an allowance into the budget for us to build a detached garage.I bought the lighting online because that how David told us it workedHe asked us to find what we wanted and send him the links on the Co-construct websiteWe did this, and still somehow we ended up short on light fixturesWe did our best to follow everything that we were asked to do, you can see that we were timely on our responses in the program, and did our best to keep a clear line of communicationIt is not a simple shower bench in the bathroom that has caused this compliantI have issues with the concrete on the back porch sloping in toward the home, I still have two doors that have sizeable gaps that light comes through, I have window wells that are missing rock that should be in them to help them drain properlyI have a dent in the garage door, the final grade of my home is not complete, the gas to the shop is not done, and we all know the weather here has not been that coldI have areas in the master bathroom where they came to fix holes in the wall, but have never returned to paintI still have a nail punching out of the back of my kitchen island, and a clean out pipe sticking up in the drive that looks unprofessional, these are not things that make the house unlivable, but they are things that are frustratingI am not asking them to do anything that is above and beyond, I just want them to fox the issues that we have so we can move on.I would also like to be very clear that I have emails dating back to April asking about the shower bench and if it would be includedI think this shows that I was expecting thisI understand that I did not put it on the initial punch list, but with the items I was already dealing with I was a little overwhelmedThe closing date again was something that copper again agreed toEven a few days before I had offered that if things could not be finished we would just have to wait until after my husband returned from his trip days laterThe gentleman they had on site that day said they thought they could get the list knocked outSo we went forward with the closingThe builder has offered to buy the home back from us at the contracted price, which in most cases would be fine but we have built a detached car garage that we paid for most of the materials out of pocket, and we also added dollars of concrete workI am not willing to lose all of this because they do not want to fix the issues listedThey have told us before they could take the house back and sell it for way more than what we paid for itI know they could sell it for close to If they were willing to consider the extra cost we have in the house we may be willing to part rather than continue the fightIt would just depend on what the builder comes up with as a fair buy out priceI have spent the last four months trying to work things out with themI think that is a reasonable amount of time for things to be fixedI just want to be able to move forwardThank you again
Regards,
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We have never NOT agreed to repair or complete any punchlist or home warranty items pursuant to the 2-Warranty Performance Standards. The only thing we have not agreed on is the shower bench because what you want installed now is not possible and we have offered alternativePlease provide an itemized list of what you believe are remaining punchlist or warranty items and we will review with you to determine if the request is reasonable and we will promptly complete all items that are defective

All warranty repairs, which are typical new construction punch list items, are in process and will be completedCustomer's timing expectations are unreasonablehours after making a request for a non emergency item customer escalates to demands Sub contractors take time to schedule
Copper Homes stands behind every home we build and works extraordinarily hard to ensure a quality product This customer chose to be overly involved in the build process to the point of micromanaging the process which caused additional delays Copper agreed to change windows from the plans which then resulted in a delay in installing windows due to the lead time to reorder windows All emails have been answered promptly, but customer expects someone to be onsite within hours for non emergency repairs which is not reasonableWhen a critical item like the furnace circuit board failed the sub contractor addressed it immediatelyWe have never not honored any warranty and frequently help customers with items far beyond the warrantyCustomer's punch list items will all be addressed in accordance with our warranty

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you.  We will review this list on site with you.Please understand that weatherstripping is an integral part of a door and part of its function, but we will review your concern.

Complaint: [redacted]
I am rejecting this response becauseHere is the list you asked for.Window well rockfinal gradeback patio concrete leveled outgas line dug to shopfront door gap fixed, without weather strip. This is a brand new door it should sealman door to garage missing sweepdent in garage door fixednew railing still needs painted holes that were filled need paintedsewer hole in front drive still looks very unprofessional, and is right in the walkway. Needs to be cleaned up to look right.nail in island backer still there from original walk throughstaples in the kick board on the back door Your design center needs to come out and assess the door frame damages. We will accept the 500 dollars for the shower and would like to get the materials from you in order to complete the job.I would also like to have someone come look at the paint on the walls. We seem to have an issue with the paint peeling off id anything touches it. There are a few spots over the mantel that peeled right after I took down Christmas. There was nothing stuck to the wall, just leaning against it. I would also like to let you know that there is something odd about the lights on the front of the garage. We have had to replace them three times since we moved in. That seems a little odd, not sure what would cause that. I have tried different types of bulbs, but no change.Please let me know when these things can be completed, we plan on starting landscape in about three weeks and would rather have all exterior done before we start. We have to get the landscape done due to the HOA guidelines.Thank you
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Andrew, I received one email from Dave late on 3/23 about fixing the garage man door and putting rock in the window wells. I was not available to do that the next day. I have not heard anything about any of the other issues yet.Please let me know what the plan for these items areThank you
Regards,
[redacted]