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Gateway Homes of Virginia, Inc.

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Reviews Gateway Homes of Virginia, Inc.

Gateway Homes of Virginia, Inc. Reviews (1)

Review: Repeated attempts over the course of nearly a year for Gateway to complete warranted repairs on a new home have been met with repeated delays and ignoring requests for a plan to address the issues. Major issue is defective flooring, although other repairs have also been ignored despite repeated requests.Desired Settlement: I would like Gateway to meet their obligations and complete all repairs PROPERLY in the next 45 days.

Business

Response:

This letter is in response to Mr. [redacted] complaint. All items that are covered by warranty that Mr. [redacted] turned in to Gateway Homes have been addressed except the flooring issue, which is not defective. After taking occupancy of the home, Mr. [redacted] began watering his yard consistently because it was spring of the year. Also around that time he hired an independent landscaper to re-do his yard. This landscaper re-distributed the dirt around the foundation and stopped up the drain tile that was installed for the specific use to take water away from the foundation. This keeps water from running under the house and causing moisture to build up and come inside the house from underneath. [redacted] inspected the foundation area and found water stains and water standing under the house. The moisture had worked its way up into the flooring and caused the wood to expand which caused the excessive squeaking/popping noises. The water was drained out from under the house and a de-humidifier was brought to the house in the attempt to remove all excess moisture. Mr. [redacted] has been emptying the container, so he is aware of the amount of moisture built up. The plan was to wait for the winter weather to pass and then make necessary repairs to flooring. Also within this time period, the floor installer's mother was in the last stages of cancer and passed away. He was her care giver and was with her the majority of the time during her last days. However, since Mr. [redacted] feels he must make a complaint, the best course of action is for him to get in touch with his landscaper to uncover the two ends of the drain tile which are located at each end of the foundation on the back. Once Gateway has been notified this has been done, Gateway will schedule with Mr. [redacted] a time to come in and make repairs as needed to the flooring. Also because Mr. [redacted] runs his business at home, lining up a time for access to the whole house is a bit of a challenge.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response submitted by Gateway contains a number of factual errors.Gateway states "All items that are covered by warranty that Mr. [redacted] turned in to Gateway Homes have been addressed except the flooring issue". That is not true. A list of items was submitted to Gateway on April 3rd, 2015. Not one item on that list has been corrected, despite repeated requests to Gateway to have the work completed.Gateway's statement that watering of the lawn caused the squeaking and popping of the floors is also false. The problem was identified to Gateway in May 2014, at which time we were told the floors would settle. In the same e-mail sent on April 3rd, 2015 the flooring issue was again identified. The lawn work was done on in mid-April 2015, after the flooring issue had already been identified twice to Gateway. Their claim of a causal relationship between the lawn and flooring cannot be substantiated on that basis. I can provide documentation of this timeline.Gateway states "Mr. [redacted] has been emptying the container, so he is aware of the amount of moisture built up." That is not true. I was informed by Gateway that the dehumidifier was set to drain out of the house, and it was not necessary for me to empty. In any case, it is questionable that any conclusion can be drawn about a dehumidifier placed in a location exposed the elements that gathers a lot of water.Gateway states "The plan was to wait for the winter weather to pass and then make necessary repairs to flooring." That is not a true statement. I asked around Thanksgiving about a plan, and was told it would be done after the holidays. When I did not hear from Gateway, I visited on January 29th and stated that I needed a plan by February 5th or I would be forced to involve a third-party. That request was ignored, and the result was this Revdex.com complaint. That is the reason, in Gateway's own words "Mr. [redacted] feels he must make a complaint". The problem has been ongoing for 21 months. It is not clear to me how much time is needed.Gateway statements about their flooring expert and his ill mother are tragic. However, in my job, that would not be a reason to postpone indefinitely. What if that flooring expert simply quit Gateway? What if they themselves had a non-life threatening illness? Business owners without contingency plans over long periods of time are problematic at best.Finally, Gateway states "Also because Mr. [redacted] runs his business at home, lining up a time for access to the whole house is a bit of a challenge." This also is not true. Gateway was given two distinct week-long windows in 2015 in which the work could have been completed. Not once has Gateway been denied access to our house, despite repeated requests for courtesy phone calls which were never placed. At one point in 2015, Gateway showed at our home with an entire work crew and did major work under our house that created a great deal of noise that forced me to miss several important business obligations. I would not have missed those obligations with advanced warning. The request is simple, make an appointment. That is all I have ever requested.

Regards,

Business

Response:

Regarding the list of items submitted on April 3, 2015 please see the following: 1. Master bedroom door not latching. All interior doors will need adjustment over a lifetime of home ownership and are the responsibility of homeowner. However, Mr. [redacted] said Gateway will adjust this door to latch after the flooring has been repaired. 2. Circuit breaker box is missing screws. These were installed in the month of July 2015 by [redacted]. I verified this with Mr. [redacted] via e-mail dated July 27, 2015 (copy available if needed). 3. Board loose on back deck. This is a part of home ownership also; however, Mr. [redacted] said he would address this with screws or nails. 4. Grout in master bath is breaking apart at points. [redacted] repaired this grout on June 19, 2015. He was also going to start repairs to flooring then, however Mr. [redacted] wanted to inspect the crawlspace for water standing before start of repair to flooring. 5. The master shower has a leak. [redacted], was not able to find a leak while he was at the home installing the missing screws (see #2). However, he was going to re-caulk anyhow and found he did not have the correct color of caulking. He told Mr. [redacted] he would run to [redacted] and get the correct color and come back and fix then. Mr. [redacted] informed him that he had a meeting scheduled and didn't want [redacted] to come back then. [redacted] asked Mr. [redacted] to call him or [redacted], owner of [redacted], to set up a better time to re-caulk. They never heard from him. However, I have talked with Mr. [redacted] and he has Mr. [redacted] number and will be calling him to go and caulk today if possible. 6. Patch drywall cracks. [redacted] went to Mr. [redacted] home on or about April 27, 2015 and repaired a crack in the bedroom and one in the kitchen. He walked around the home and saw no other cracks and Mr. [redacted] did not point out any other cracks needing repair. Gateway has fulfilled it's contract for the one time return to repair any drywall cracks. Drywall cracks are now the responsibility of Mr. [redacted] per the 11 page addendum to the contract that was signed and dated August 29, 2013. Mr. [redacted], owner of Gateway, requests the following: 1. Mr. [redacted] needs to have the landscaper come back and expose the drain tile ends as requested in the previous statement. Once this is done and verified that it is done then - #2 Gateway will send out a contractor with knowledge to check the moisture under the home to make sure the moisture content is adequate to proceed with repair. #3 Once that is determined, the flooring will be repaired as necessary. Gateway Homes will repair Mr. [redacted] flooring. But Gateway does not want to make repairs and then find that the moisture is overwhelming and causing problems with the flooring again. Gateway Homes understands Mr. [redacted]' concern and Gateway has told him and Revdex.com that the flooring will be repaired. But Gateway will stick to the procedure listed above and will not participate in verbal contradictions. Making repairs to Mr. [redacted] flooring is the concern and Gateway has stated all along that this is what will be done. Once the drain tile is uncovered and is flowing freely, Gateway will be able to give a projected completion date.

Consumer

Response:

Gateway's response contains a number of factual errors and misrepresentations. However, I do not wish to engage any further. My conscience is clear. I will contact our landscaper about the drains, and then I expect the floors to be a fixed in a timely manner.Thank you for your assistance in this matter.

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Description: MODULAR HOMES

Address: 1232 E. Lynchburg Salem Turnpike, Bedford, Virginia, United States, 24523

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