Ryan and Conrad K[redacted] met with Ms. [redacted] this afternoon and agreed to have an assessment done by a soil engineer next week.Thanks,Enchanted Construction
[redacted]
Highlighted are the main points
in complaint
“We decided to build
with Enchanted because it is privately owned and the company initially seemed
to have a strong customer focus and pride. Now they have grown too fast, too
quickly and setup a warranty
department that fails to communicate and follow-up with the issues. My hard wood flooring has been
popping and separating for over 3 years, even after being replaced. The
warranty department gives the run around and doesn't want to deal with the
issue. They do not follow-up with the home owner or construction staff upon
completion of any repair. Also, our granite counter tops have recen1tly fallen at least an inch
causing it to crack. The installation of granite counter tops is done poorly
--- had numerous installers and inspectors
take a look at it and they cannot figure why they would install them in such a
way. Enchanted no longer has taken prided in their work --- the home owner no
longer matters to them the moment you sign the home. I referred a few friends
to purchase enchanted homes instead of competitors, apparently my mistake --- I
didn't think they were going to change their service level a few months after
purchasing with them.”
Enchanted Response to complaint:
Early 2014 it was communicated to [redacted] to either text or
email the warranty department. I expressed to her I need everything in writing
for tracking purposes.
1. July 2014 we replaced flooring in Kitchen, Dining &
Living room. 1-29-15 1:18pm we communicated by text to make arrangement on
floor popping repairs. Repairs were made and any subsequent repairs that were needed
were to be scheduled by [redacted] (Installer) with the homeowner. This is not
unusual for the subcontractor to establish a direct line of communication with
the Homeowner, should there be any additional problems with an installation. Warranty
has been communicating by text with mainly [redacted] since 4-21-14 5:18pm. I
have been accessible 24/7 365 by text or email and have not received any
communication from [redacted] or [redacted] that there was a problem with the flooring
in the last 13 months. [redacted] who was the installer tried to follow up with
and he said she never returned his calls. 9-14-15 I received a texted
with [redacted] about wanting to find an electrician to install under cabinet
lighting so I gave him a number for an electrician and not one mentioned of a
problem with the hardwood. The homeowners had our phone number and had 13
months to contact warranty which they failed to do until they had something
happen to their Granite. I will give the hardwood issue to the seller of the
hardwood to take care of areas that have popping noise and look and the gapping
and will fix to industry standards as needed. Scheduling will be between
homeowner & subcontractor. Warranty will provide homeowner the phone number
of contractor and it will be their responsibility to work out a schedule with
subcontractor. Repairs will begin based on homeowners schedule, subcontractors
work schedule and the availability of any materials required to do the work.
2. Concerning Granite Top: [redacted] in email to realtor
stated, “We researched and had an inspector come look at it”. Their
complaint to the Revdex.com it States “had numerous installers
and Inspectors take a look at it”. Enchanted request these reports in
writing from the one inspector and reports from all of the numerous installers
and inspectors. All inspectors must be certified by the state of South
Carolina. We will address their reports and if a code has been violated
Enchanted Construction will be more than happy to make corrections to the
Granite counter top. The Granite countertops are 2.5 years out of warranty and repairs
are denied pending reports.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted],Thank you for getting back to me this morning in regards to the above complaint.As I told you on the phone, this matter with the trees has been going on since May 2015. We wanted the dead trees in the backyard taken down because we were going to put in a sprinkler system and sod. I did receive the response that Bruce e-mailed to you, but that was back in April(.The original list of projects that needed their attention was sent to Bruce in January.) It's now June and we're still waiting. About a month ago, trees were removed from a house 2 houses down from ours. It's very frustrating constantly being told "your on the list", as if that is supposed to appease us. I just don't know what else to do to get the job done.Thanks again for your assistance,[redacted]
[redacted] I was able to locate Ryan K[redacted] (Enchanted Construction Builder) in person on November 23, 2015, I was just in the right place when I saw him and I asked him to stop at my house and look at the problems that I complained about but no one ever contacted me. Ryan and I walked around my property and discussed the problems and fixes that needed to be done to correct them. Ryan said he would have a landscaper here to fix the problem areas. Ryan and his landscapers stopped over on December 4, 2015 and went over the repairs to be done. The landscaping crew showed up Saturday December 5, 2015 and completed the repairs correctly. Please close my complaint, this job has finally been completed correctly and to my satisfaction.Thank You,[redacted], SC 29316864-[redacted]
10-8-2015Response to [redacted] and J[redacted], SC 29316 Statement of Problem:[redacted] have always been in the system for repairs. We are scheduled to make drainage issue repairs on Monday 10-12-2015. We have been currently working on correcting...
other drainage issues in [redacted] and other subdivisions that we felt were more pressing and they have taken longer than expected. Sincerely,Bruce L[redacted]Warranty Department
To whom it may concern:We are aware of the drainage issues in the [redacted] Subdivision and have been trying to correct this issue. At this point, in order to try to get this resolved to the satisfaction of the home owners, we have hired a site manager, a qualified individual who is responsible for...
these types of issues. He will be working on this until it is resolved. Enchanted Construction
Ryan and Conrad K[redacted] met with Ms. [redacted] this afternoon and agreed to have an assessment done by a soil engineer next week.Thanks,Enchanted Construction
...
[redacted]
Highlighted are the main points
in complaint
“We decided to build
with Enchanted because it is privately owned and the company initially seemed
to have a strong customer focus and pride. Now they have grown too fast, too
quickly and setup a warranty
department that fails to communicate and follow-up with the issues. My hard wood flooring has been
popping and separating for over 3 years, even after being replaced. The
warranty department gives the run around and doesn't want to deal with the
issue. They do not follow-up with the home owner or construction staff upon
completion of any repair. Also, our granite counter tops have recen1tly fallen at least an inch
causing it to crack. The installation of granite counter tops is done poorly
--- had numerous installers and inspectors
take a look at it and they cannot figure why they would install them in such a
way. Enchanted no longer has taken prided in their work --- the home owner no
longer matters to them the moment you sign the home. I referred a few friends
to purchase enchanted homes instead of competitors, apparently my mistake --- I
didn't think they were going to change their service level a few months after
purchasing with them.”
Enchanted Response to complaint:
Early 2014 it was communicated to [redacted] to either text or
email the warranty department. I expressed to her I need everything in writing
for tracking purposes.
1. July 2014 we replaced flooring in Kitchen, Dining &
Living room. 1-29-15 1:18pm we communicated by text to make arrangement on
floor popping repairs. Repairs were made and any subsequent repairs that were needed
were to be scheduled by [redacted] (Installer) with the homeowner. This is not
unusual for the subcontractor to establish a direct line of communication with
the Homeowner, should there be any additional problems with an installation. Warranty
has been communicating by text with mainly [redacted] since 4-21-14 5:18pm. I
have been accessible 24/7 365 by text or email and have not received any
communication from [redacted] or [redacted] that there was a problem with the flooring
in the last 13 months. [redacted] who was the installer tried to follow up with
and he said she never returned his calls. 9-14-15 I received a texted
with [redacted] about wanting to find an electrician to install under cabinet
lighting so I gave him a number for an electrician and not one mentioned of a
problem with the hardwood. The homeowners had our phone number and had 13
months to contact warranty which they failed to do until they had something
happen to their Granite. I will give the hardwood issue to the seller of the
hardwood to take care of areas that have popping noise and look and the gapping
and will fix to industry standards as needed. Scheduling will be between
homeowner & subcontractor. Warranty will provide homeowner the phone number
of contractor and it will be their responsibility to work out a schedule with
subcontractor. Repairs will begin based on homeowners schedule, subcontractors
work schedule and the availability of any materials required to do the work.
2. Concerning Granite Top: [redacted] in email to realtor
stated, “We researched and had an inspector come look at it”. Their
complaint to the Revdex.com it States “had numerous installers
and Inspectors take a look at it”. Enchanted request these reports in
writing from the one inspector and reports from all of the numerous installers
and inspectors. All inspectors must be certified by the state of South
Carolina. We will address their reports and if a code has been violated
Enchanted Construction will be more than happy to make corrections to the
Granite counter top. The Granite countertops are 2.5 years out of warranty and repairs
are denied pending reports.
[redacted]
Enchanted Warranty Department
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted],Thank you for getting back to me this morning in regards to the above complaint.As I told you on the phone, this matter with the trees has been going on since May 2015. We wanted the dead trees in the backyard taken down because we were going to put in a sprinkler system and sod. I did receive the response that Bruce e-mailed to you, but that was back in April(.The original list of projects that needed their attention was sent to Bruce in January.) It's now June and we're still waiting. About a month ago, trees were removed from a house 2 houses down from ours. It's very frustrating constantly being told "your on the list", as if that is supposed to appease us. I just don't know what else to do to get the job done.Thanks again for your assistance,[redacted]
[redacted] I was able to locate Ryan K[redacted] (Enchanted Construction Builder) in person on November 23, 2015, I was just in the right place when I saw him and I asked him to stop at my house and look at the problems that I complained about but no one ever contacted me. Ryan and I walked around my property and discussed the problems and fixes that needed to be done to correct them. Ryan said he would have a landscaper here to fix the problem areas. Ryan and his landscapers stopped over on December 4, 2015 and went over the repairs to be done. The landscaping crew showed up Saturday December 5, 2015 and completed the repairs correctly. Please close my complaint, this job has finally been completed correctly and to my satisfaction.Thank You,[redacted], SC 29316864-[redacted]
10-8-2015Response to [redacted] and J[redacted], SC 29316 Statement of Problem:[redacted] have always been in the system for repairs. We are scheduled to make drainage issue repairs on Monday 10-12-2015. We have been currently working on correcting...
other drainage issues in [redacted] and other subdivisions that we felt were more pressing and they have taken longer than expected. Sincerely,Bruce L[redacted]Warranty Department
To whom it may concern:We are aware of the drainage issues in the [redacted] Subdivision and have been trying to correct this issue. At this point, in order to try to get this resolved to the satisfaction of the home owners, we have hired a site manager, a qualified individual who is responsible for...
these types of issues. He will be working on this until it is resolved. Enchanted Construction