Design Built Homes, Ltd.

Initial Business Response / [redacted] (1000, 7, 2016/01/21) */ Consumer's Original Complaint: Faulty construction and builder is not responding to our repair requests Our home was newly constructed in We bought the home directly from the builder/realtor The home was purchased on June 22, The consumer was represented by real estate agent, [redacted] At the end of August 2015...She never followed through in spite of our numerous attemptsWe fixed this issue on our own Please see the attached email correspondenceThe issue referred to was brought to Design Built Homes, LTD on August 26, at 6:P.M via voice mailA response of receipt and intent to resolve was sent the next day, August 27, at 1:P.MOn August 28, at 2:P.M., an email was sent to the Consumer stating: "Even though you are out of warranty, the plumber has agreed to come fix the pipe, then the drywall contractor will come and patch up, at that point it will be ready for you to paintPlease give me what contact information you would like me to give them." By the time this email was to be sent, I noticed an email from the Consumer dated August 28, at 1:39P.Mstating that the Consumer had already repaired the pipe Now we are having similar issues...We have emailed [redacted] and called her and she has been unresponsive The office of Design Built Homes, LTD was closed from Friday, January 01, through Sunday, January 03, in observance of the New Year holiday and weekendDue to the email the emails being sent by the Consumer during non-business hours (Friday, January 01, at 8:P.Mand Sunday, January 03, at 6:P.M.) they were not viewed immediatelyThe issue was addressed immediately when known to Design Built Homes, LTD and a response to the Consumer was given on Monday, January 04, A time was scheduled for Design Built Homes, LTD to visit the house and inspect the issueDesign Built Homes, LTD visited the house to inspect the issue and take pictures on Thursday, January 07, Although the Consumer's warranty expired June 21, 2013, Design Built Homes, LTD will repair the leak in the half-bathroom by removing the existing vanity and vanity top; remove area of drywall; repair the pipe; install new drywall and re-install the existing vanity and vanity top Please see the attached: Completed New Construction Amendment to Residential Sales Contract, Lines - "To the best of the Seller's knowledge, the improvements and all systems, equipment and fixtures are free from defects and in proper working order and, in the event Seller is, within one (1) year from the date of closing, notified in writing that the improvements or any such systems, equipment or fixtures are defective and/or not in proper working order, then Seller shall at the Seller's cost promptly repair or replace same so as to remedy or eliminate such defect and/or place same in good repair." :Additional Information_Revdex.comCaseXXXXXXXX.pdf:

Initial Business Response /* (1000, 12, 2016/06/23) */
In addition to the response for a similar claim on the subject property to the Illinois Attorney General dated 10/31/15 by [redacted], the following is further clarification to his complaints.
1. Multiple Plumbing Leaks.
Prather...

Plumbing is the subcontractor for this project. there was one seeping pipe in the ceiling that was corrected by the plumber.
2. Hiring 'convicts'.
Design Built Homes has and will continue to use some workers from the work release center. These are skilled tradesmen and laborers that are nearing completion of their sentencing and are provided this opportunity to integrate back into society. Work is supervised and delegated according to ability. A union carpenter from work release center did the trim work on this house. The homeowner was very pleased with his work and even discussed having him install his fence as a side job.
3. Driveway crack
Concrete is not guaranteed against cracking. I have never warranted concrete for cracking and any concrete company will tell you that concrete is going to crack. However, we did repair that section of concrete at no cost.
4. Air conditioner broke down two times.
The first time, the breaker was off. The second time, there was a recall on the unit and an additive was added to solve the problem.
5. Furnace ports and air returns not hooked up in crawl space.
The plumber took down two air returns and neglected to hook up them back up. [redacted] Heating hooked them back up.
6. Furnace broke down.
There was an electrical spike issue. The home owner also had problems with several appliances that had to be replaced because of this. Keller Heating installed a new panel at no cost to the customer. The reason for the spike was an issue stemming from Ameren Illinois.
7. Peeling paint.
This was corrected last year.
8. Nail pops
Nail pops were filled last week. This is a normal occurrence with new construction.
9. Screen and swing door won't open and close properly.
Initially, I had the representative from the door company look at the door. He could not positively determine the cause and suggested a carpenter look at it. The homeowner would not allow 2 separate companies I tried to schedule look at the door and repair if possible. They wanted to dictate who they would allow to look at it and me the names of [redacted] Construction, who was too busy, and [redacted] Construction, who is coming out tomorrow.
10. Carpet pad
I ordered the carpet pad per the contract that was installed in the house. Approximately a year later in January 2016, the homeowner had leak in the basement. I quoted them the cost of materiel and labor to replace, but required the outstanding balance to be paid prior to additional work. The homeowner hired someone else and I have never heard anymore about it until several months later in My in their complaints to the Attorney General and the Revdex.com.
In summary, Design Built Homes has addressed their complaints. we have gone beyond with doing warranty work and repairs that were not warranted even though the homeowner has never fulfilled payment on the contract. In addition, we researched and negotiated insurance funds to help the homeowner complete his house that they wouldn't have had monies for otherwise.
Sincerely,
[redacted]
Design Built Homes, LTD
Initial Consumer Rebuttal /* (3000, 14, 2016/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd first like to say that I wasn't able to list all the problems we have or all the pictures we have due to a limit on what can be submitted. I think the extremely high volume and type of problems we have had, whether eventually fixed or not, should be considered an example of the type of work they do and a warning to others. I'd also like to point out that we have yet to receive a response on these issues from the original filing: Basement not being properly secured, basement damage, mold, delays, drywall, deck boards, electrical outlet, paying of subs & submitting lien waivers, interest being charged, etc. Regarding the responses we did receive, here is my response to that:
1. It's not true. There were multiple leaking pipes as 4 areas had to be repaired in 3 separate rooms. (somepictures attached). I'd also like to mention that the plumber has yet to be paid by the builder. This work was part of the original contract (not extras or add ons) and we have paid more than the originally contracted amount.
2. We were never notified by the builder that convicts would be used. We found out from one of them as he felt guilty about us not knowing and decided to tell us. They were not supervised. They were dropped off each morning and my wife & infant son were there with them some of the time. Many times she had to leave to run an errand and had to leave them alone. The plumber showed us empty alcohol bottles stuffed in our pipes. I found cash in my mailbox. They would leave money in there so their friends could go get them alcohol and then hide the empty bottles in the pipes. I'd like to see some kind of proof that they were skilled craftsmen. The guy that did our fireplace tile admitted to us that he'd never done that kind of work before, but he would "do his best". I have pictures of the tile that had to be ripped out of the mud room and be redone. The tile grout warranty work still hasn't been addressed.
3. The driveway I had before the tornado was my original driveway (1998-2013). I never had to have work done on it. This new driveway was cracked within a few months.
4. There was never an issue with a breaker being off. Both times the issue was a line freezing up. It took multiple service calls and yes an additive needed to be used to help with the problem. My point is this was a brand new unit and it took multiple calls before it was fixed.
5. I'm not sure why the ports weren't hooked up or why the builder, HVAC company or city inspector didn't catch this, but I couldn't get heat into my kids bedrooms during winter and my Ameren bills were higher during this time frame. There were not just two vents unhooked, but five vents (pictures attached).
6. The furnace was brand new and yet broke down within months. Originally we thought the problem was solved when all the vents were found unconnected and that was addressed. The plumber showed us they were unconnected, he didn't have anything to do with it and there were 5 vents unconnected...see pictures attached. Later the mother board on the furnace was found needing to be replaced. I know nothing about an electrical spike or Ameren issue. The problems we had with our other appliances had nothing to do with electrical problems (dishwasher leaked, gas stove had burner that didn't work, freezer worked but fridge didn't).
7. We are still having issues with paint pealing (picture attached). It hasn't all been corrected. The person doing the touch up work on the nail pops (not the original painter because he's still owed money by the builder) has had to repaint entire areas after doing the touch up work because it's so noticeable. They say many areas weren't sanded first. They also believe no primer was used and only one coat with a primer mix was applied and that's the reason why a simple touch up can't be done and the entire wall/area need redone. This work isn't finished yet and in some areas the builder has yet to agree to have the work done.
8. Still not finished.
9. The builder didn't initially have the door company come out, they had multiple people come look at the door before that and they were told the frame & threshold needed tore out and replaced. The door company was about the third to come see it. The builder brought them in and told them the problem was with the door and that they should fix it. He told the builder the issue wasn't anything to do with the quality of the door, but rather the framing and threshold. I spoke to the door representative about the matter. He said he told the builder to simply do the work. He was told by the builder that they had no employees to do the work (they no longer have anyone on payroll that can do framing work). The builder asked the door rep to recommend someone. He told me he refused to do so as he didn't want to be involved with this builder regarding the matter. The builder then wanted to send people/subs to do the work that weren't reputable in my opinion (one was a realtor that does remodeling work on the side). Based on my concern about their skills and the multiple egregiously poor subs & workers she had used to date I told her I didn't want them for the work. The builder then offered to let me pic the party to do the work. I asked for Cooper Construction (they were too busy) and then Menolds. One recent morning Menolds sent out three people to look at the door and all said the door needs removed and the framing/threshold replaced. To date the work hasn't been scheduled, let alone done, and the door continues to get damaged and will need replaced.
10. The carpet padding that was supposed to be ordered and installed and was paid for was 8lbs. The padding removed after the water damage was 6lbs. No other carpet has been ripped out to check the padding, but I imagine you'll find 6lbs padding throughout the rest of the house. The closet doors in the basement bedroom won't fit back on now that the 8lbs padding has been installed. Why would we use the builder to replace the carper & padding damaged when they didn't give us what we paid for the first time, wanted us to pay them even though there's all this unfinished work, subs owed money, etc? The builder did find out about the padding thru the Attorney General and Revdex.com fillings. They have proven themselves unethical and immoral and we felt the best way to proceed in the matter was with help. When we tell the builder about problems they take too long to get fixed. For example the fireplace just got fixed last week. That's 17 months we've lived in this house and never been able to use the fireplace because it hasn't been right and hadn't been fixed. The windows were finally sealed last week, 17 months after we moved in.
Design Built Homes has NOT addressed all of our complaints, has NOT done all the warranty work, has not installed materials we have paid for, has not been timely, honest or ethical with us. Saying they've gone beyond the warranty work and repairs is laughable. I've attached pictures of an electrical outlet in one of the children's bedroom. They called the first picture "completed work" and when we complained enough you'll see the picture of their "fix". The builder mentions an outstanding balance. The builders contract specifically states in section 2.7(b&c) that final payment may be withheld because of failure of builder to pay subcontractors, suppliers, etc and reasonable doubt that the work can be completed. As of now we know that the plumber, electrician, HVAC, lumber supplier and painter has not been paid fully paid. Our work hasn't been completed, is beyond a reasonable completion date and the builder has only one person on payroll in the entire company. We believe these issues to be of reasonable and legal concern to withhold the final payment.

Initial Business Response /* (1000, 7, 2016/01/21) */
Consumer's Original Complaint:
Faulty construction and builder is not responding to our repair requests.
Our home was newly constructed in 2012. We bought the home directly from the builder/realtor.
The home was purchased on June 22,...

2012. The consumer was represented by real estate agent, [redacted]
At the end of August 2015...She never followed through in spite of our numerous attempts. We fixed this issue on our own.
Please see the attached email correspondence. The issue referred to was brought to Design Built Homes, LTD on August 26, 2015 at 6:56 P.M via voice mail. A response of receipt and intent to resolve was sent the next day, August 27, 2015 at 1:11 P.M. On August 28, 2015 at 2:13 P.M., an email was sent to the Consumer stating: "Even though you are out of warranty, the plumber has agreed to come fix the pipe, then the drywall contractor will come and patch up, at that point it will be ready for you to paint. Please give me what contact information you would like me to give them." By the time this email was to be sent, I noticed an email from the Consumer dated August 28, 2015 at 1:39P.M. stating that the Consumer had already repaired the pipe.
Now we are having similar issues...We have emailed [redacted] and called her and she has been unresponsive.
The office of Design Built Homes, LTD was closed from Friday, January 01, 2016 through Sunday, January 03, 2016 in observance of the New Year holiday and weekend. Due to the email the emails being sent by the Consumer during non-business hours (Friday, January 01, 2016 at 8:10 P.M. and Sunday, January 03, 2016 at 6:14 P.M.) they were not viewed immediately. The issue was addressed immediately when known to Design Built Homes, LTD and a response to the Consumer was given on Monday, January 04, 2016. A time was scheduled for Design Built Homes, LTD to visit the house and inspect the issue. Design Built Homes, LTD visited the house to inspect the issue and take pictures on Thursday, January 07, 2016. Although the Consumer's warranty expired June 21, 2013, Design Built Homes, LTD will repair the leak in the half-bathroom by removing the existing vanity and vanity top; remove area of drywall; repair the pipe; install new drywall and re-install the existing vanity and vanity top.
Please see the attached: Completed New Construction Amendment to Residential Sales Contract, Lines 16 - 20.
"To the best of the Seller's knowledge, the improvements and all systems, equipment and fixtures are free from defects and in proper working order and, in the event Seller is, within one (1) year from the date of closing, notified in writing that the improvements or any such systems, equipment or fixtures are defective and/or not in proper working order, then Seller shall at the Seller's cost promptly repair or replace same so as to remedy or eliminate such defect and/or place same in good repair."
:Additional Information_Revdex.comCaseXXXXXXXX.pdf: