Freestone Inc

This same complaint was already filed with the Attorney General's Office and dismissed I have attached a copy of the email from the Attorney General's Office stating that the complaint has been closed.The above referenced home closed March 4, 2015. Freestone offers a limited year
warranty starting on the day a home closes. This warranty expired March 4, 2016. Prior to the warranty expiring, Freestone completed the mutually agreed upon list of warrantable items to the homeowners satisfaction. This was confirmed by the sign off from the homeowner on February 12, 2016. The next communication we received from the homeowner was on January 6, 2017. The homeowner expressed concerns about water in the crawl, and was told that their warranty had expired. We did send a representative out to investigate and determine “what happened”. Our representative determined that the homeowner made significant changes to the yard (grade). He removed the grass lawn in the back, added fill and topped it with pavers. The grade no longer has negative fall away from the home I have attached pictures our representative took which show the issues with the grade.Because the homeowner completed these alterations Freestone will not warrant this issue. We have signed documentation from the homeowner that his warranty is completed and we will not be sending anyone else out to make additional repairs on the home

Complaint: ***
I am rejecting this response because:Freestones response continues to be the same and does not address the issue that they were aware of a problem and failed to fix it, even during the Warranty time period. When requested to come out and address the issue, they did not, claiming the one year warranty period was overWhy would a builder knowing that their is a problem not fix it and tell the customer not to worry about it? The check list they submitted is not the one requestedThe one requested is the one in which Freestone states that their inspector found the grade in the yard to be negative and the modifications to the yard being the reason for the leaksThis report is and known to Freestone to be false. Where is the documentation with the inspectors info? The info the inspector gave does not support their claim.Attached is the inspection report dated back in February which shows that the water in the crawl space was an issue back in Again, why would the builder not fix the issue or address it? If they made a mistake, fine, but correct the problem.Bottom line is Freestone has failed to even investigate any potential issues and has provided no customer service and claimsAnother builder came to my home yesterday to offer assistance and advise at no costWhy can't the builder who received thousands of dollars do the same?The attach report shows the water was an issue before any modifications had ever been done.This issue will have to be elevated as it has become apparent that Freestone has no desire to correct or fix a problem that has been around for a while and continues to get worse as time passes
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:A good portion of the response from Freestone is misleading, inaccurate and ultimately fails to address the concerns in the complaint.  The Washington State Attorney General’s Office, the case was NOT dismissed. Freestone was notified that case (File #: [redacted]) is now a matter of public record and that their office will monitor consumer complaints for possible indications of patterns of unfair or deceptive trade practices warranting further attention by their office. The case was closed because it was an informal complaint that Freestone stated they would not act on, not because facts of the complaint dictated otherwise.The water in the crawl space was identified by a third party home inspector in February 2015 and recommended the builder take action to fix. Freestone said the water issue would be resolved but it was not.  Freestones response that they did not hear from the homeowner until January 6, 2017 is false. An email from Freestone on 3 January starts with them apologizing for taking so long to get back to me. The point is the continued deception rather than the date.The representative that Freestone hired to check the crawl space in January 2017 did NOT determine the cause of the water in the crawl space. The representative stated he could NOT located the source of the water, but acknowledge water was in the middle and left side of the crawl space, NOT the area adjacent to the backyard. The backyard grade is negative and was not tested by the representative. It was however tested by the professionals that installed the pavers and a drainage system. Tests show water goes away from the house because the grade is negative. In the photos provided by Freestone, it shows water previously on the backyard pavers DID flow away from the home.If the Freestone representative did not test the grade and acknowledged that he could not find the source of the leak, I do not understand how Freestone can claim that he had. Is there a written report? If so please provide a copy.
Sincerely,
[redacted]

Attached is a copy of the 1 year signoff which was signed by both our representative and the homeowner on two occasions.  The first was during the 1 year walkthrough where we went through the homeowners list of fixes they were requesting and came up with an 11 item list that was agreed upon on 1/21/16.  The second signature from both parties was an acknowledgment that the 1 year warranty was completed and was signed on 2/12/16. [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]