Wash areas are not the result of work not being done properlyUntil grass grows in there will be wash areas and some standing water for a period of time no matter whatWater has to run somewhere and that creates washesWe cannot continue to be responsible for acts of GodWe will fix the wash areas one time; however, Ms [redacted] must take ownership of her yardWe have done everything we have been askedIt has been done very well in a very professional manner
I would like to start by saying I'm sorry for the aggravation that is apparent in this complaintWe strive to communicate better than this has readI have taken a lot of time to put our records together of all communication with the [redacted] since closingI have attached a time line of correspondenceWhile this complaint was written by Ms [redacted] as you will see throughout the attached, it has been Mr [redacted] that we have had all communication with from our office and field staffWhile there has been more than adequate time between our response to the [redacted] email's of concern, we have ultimately communicated every time we were askedI personally called Mr [redacted] on two separate occasions when askedI am available throughout the day on an ongoing basisI can be reached anytimeThere is no need for anybody to waitI apologize for any misunderstanding of" never hearing back from him"When I spoke with Mr [redacted] I let him know that I would be going to personally look at the problems in the yardI not only went and looked at them, I went with the owner of the companyWe looked very closely at what needed to be done and gave the appropriate people the direction they needed in order to accomplish that goalWe missed the spring growing season to properly sow grass went back in the early fall to re due it properly at the best time of yearThere was no need to have anybody take more time off work or make appointmentsThere yard was not done properly to begin with and we had no problems going back and having it done rightYou will see the house closing 7/29/Our 1st record of an warranty email 11/21/and this took us a while to respondWhen the second letter came in and once communication was made we handled their concerns throughout Jan as signed off by Mr [redacted] An email came in 2/2/expressing how happy he was with the wordWe got more lists in March which we addressed right away as signed off again by Mr [redacted] We proceeded to go back as requested in April but still had the yard issuesAgain these were addressed to Mr [redacted] satisfaction in early fallWe have communicated with Mr [redacted] on an ongoing basis throughout the yearWe have done all items that have been requestedI will be happy to discuss any further issues with the [redacted] familyI work with customers on a daily basisI hope we can resolve any misunderstandings or miscommunication
Please accept our apologies for not responding to your initial letterWe had attempted to contact Ms [redacted] by phone right away but did not respond in writingWe were able to communicate with Ms [redacted] and have an appointment to meet her at her home on Wednesday May 10, at 1:30pm to look at her issueWe hope to come to an agreement and make any corrections that may be necessary
I have communicated with Cindy [redacted] to discuss this problemI have let her know after doing some investigation that a claim was never made by Art [redacted] and his blasting companyThat the responsibility lies with Art [redacted] and his blasting company and not Shugart Homes I explained to Ms [redacted] that upon investigation found that a claim was never filed and that I insisted on one being filed On July of last week a file has been started on that claim for Paul Pope Road in our Planters Walk subdivisionI asked her to please let me know if she has not heard from the insurance company in the next week
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Shugart called me on 11/01/and again on 11/03/To let me know they were aware of my complaint filed with the Revdex.comI was told I was a squeaky wheel and that my yard received extra attention due to the squeaky wheel receives the oilHow inappropriate is that? Ken said he would come out to look at the yardI invited him out in (my first reply back to him) the afternoon, so that I could be thereHe came out with Darrell in the morning and met with my male neighborThey walked my yard and hisI hear one thing from Ken and a totally different thing from my neighborMy neighbor says he has in writing everything that Ken said would be done to his yard to fix all of the issues that are going onWhich are the same exact issues going on in my yard other than I have a major bank in my backyardI was told there is nothing wrong with my yardThat he was pleasantly surprised of how good my yard lookedAll you can basically see strawShugart has pictures of the drainage issues, all of the gravel and rock that are in the yardThey have pictures of the soil prior to the landscaping taking placeThere were little to no rock and the soil had good rich colorAll of that soil was hauled offI am left with rock, gravel, sand and construction debrisWhen they overseeded and aerated yard they covered up all of the issues that are in the pictures with the strawKen looked at the bank which is supposed to be a continuation of my backyardHe said it looks fine and he has no idea what I would want done to itThe bank is supposed to be part of my yard not a plowed fieldThe debris from a silk pond was dumped on the bank and it was hydro seeded prior to closingEven the superintendent said before closing that the bank was not safe to walk on much less mowI was told during preconstruction the bank would not be touchedI asked for something in writing in regards to protecting me from this exact issue but I never received it Lots of things were said during prior to closing but not followed through onHindsight proves that Shugart said whatever they needed to make sure I went to closingAfter the money is in their hands my issues do not seem to matter Regards, [redacted]
This should not have been sent to the Chamber of CommerceIt has nothing to do with usPlease remove it from our file and note that it was sent to us in errorthank you. Gayle ***
***,I will do my best to do a better job explaining our side of this unfortunate situation this time aroundEverything stated on the fist reply still appliesI will first address the letter attachedI was responding to the email Ms*** sent Oct obviously upset(I think this alone is a good example of what we are dealing with)I was out that week and the email was brought to my attention when I got backI felt like my email was very well written in such a way to explain everything in great detail as to the big picture of the situationI had several people in the office read it that thought it did a good job of explaining our positionMs*** response in the Revdex.com complaint was "who spoke to me like I was ignorant"Everything we say or do is wrong, incorrect or indifferentWe did a very thorough job redoing her yard only to be accused of not putting any seed or fertilizer down and covering it up with strawAs you see in my response we put over 100lbs of seed down and 50lbs of fertilizerAs I explained in the letter you HAVE TO WATER to get results and Ms*** chooses not toThat is her prerogative; however, that does not make the fact that when no grass grows, weeds growAll summer when the thunderstorms came all the layer of dirt on top runs off and the stones and debris show upAs you see in the pictures the person on the right of her house chose not to call us and carry on about how bad everything was and how it was all our fault we have had a drought this summer and fall and it has been super hard to grow grassThey along with a lot of other neighbors chose to attack their yards with extra seed, fertilizer and water and work aggressively themselves or through outside services to do what it takesWhat I spelled out in my email to Ms*** was totally trueIt takes season after season of aerating, plugging, over seeding ect to establish these yardYes you have standing water in dirtOur Homeowners Manual states up to hours is acceptableWhen you have grass water doesn't stand like when it's all weed and dirtYou can look at the pictures I have attached and see that we have done our partIt is not even in out contract to go backWe went back to a lot of yards this year because we had such a brutal summerAs far as the bank goes, it was hydo seeded and grew in to the point way higher that any of her neighborsShe chose not to cut the grass at allas you see in the pictures it came in very thick and wellThat bank needs the vegetation not to have erosion problemsMs*** has the Best stand of grass of anybody on the streetThe bank is not meant for useI hope I have cleared up a lot of issuesThe last pictures is the house across the street with her male neighbor that keeps being referencedThat is what Ms*** yard looked like before we startedAs you see in her pictures she has a lot of grass coming up with almost No rainNo hose even showing on the outside hose bibsRefusing to water One time Even after we came back and redid the yardMs*** would Have a Whole Yard Full of Grass if only she watered like suggestedI hope this helps you.Thanks
Shugart remains willing to make all needed repairs, but only under a written agreement that governs the parties' behavior and provides for a neutral third person with construction background to decide (1) is a listed defect a legitimate complaint under the parties' contract and (2) if it is, and Shugart repairs the defect, is the repair acceptable.Some time ago, Shugart offered to buy back Ms*** house at its purchase price plus $10,000.00, but Ms*** rejected that offer. Now, she wants Shugart to buy her house "plus my added enhancements." She also wants Shugart to pay moving expenses and "any fees associated with the buy back of the home." She also threatens to continue her "release of pictures, emails, texts, You Tube video's, etc." if Shugart doesn't agree to her vague proposal. Shugart rejects Ms*** proposal
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and agree if and only if rectify means that the all of problems/issues that are going on will be addressed and corrected properly this resolution is satisfactory to me.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This reply is a great example of what Shugart homes is all aboutDeflectionsInstead of doing what is rightInstead of doing what was right from the beginningThey play the victimThey have cut every corner possible in hopes the homeowners give up and pay for the repairs themselvesIf they hired subcontractors that took pride in their tradeThe amount budgeted for each specific subcontractor would be more than enoughDue to the cutting of corners and the lack of supervision and accountability jobs have to be completed more than one timeI understand that there is a budgetIt is not my problem nor my concern how much something cost Shugart to so repairs on things that should have been completed correctly the first timeThere is plenty of good soil on my street that could have been used to correct the issues with my yardI was told they pay to have the dirt hauled awayMoving it from the current construction location to my yard would have saved Shugart moneyHonesty, integrity, accountability, high expectations, and pride are characteristics that start at the top and trickle downThose characteristics definitely are not qualities that demonstrated from the top of ShugartEveryone associated with the company is a reflection of this companyAs an owner of a company I surely would not want some the actions toward homeowners reflecting meAll that I and several other homeowners on my street have asked forIs for things to be completed correctlyFrom all of the back and forth and dead ends that is asking too much from this builderI have been on the receiving end of a Shugart employee bashing, bad mouthing and putting me downI found out via Ken that other homeowner sent an email with the same issuesIf it has happened to people on one streetThere is no way this is an isolated caseWhich is a huge reflection of this company and clearly shows a lack of good characterI am sure none of the male homeowners that his has contacted were ever called a squeaky wheelI am sure none of the character damaging comments were swept under the rugThe one employee stood at the preconstruction and made a comment about around mePointing out the ones who would be difficultIn a previous email from KenHe stated that before anyone came out he would ask before anyone just showed up at my homeI am assuming that statement excluded himI stated in an email that I could be meet him in the afternoonHe has been out to and on my property two times unannouncedThe second time to take picturesIf he would have walked all the way around the hoseHe would have seen the water hose that he so clearly stated that was nowhere to be seenTo address the neighbor’s yards that he is referring toThe one to my right if facing the house from the street paid a lot of money for soil and compost to be brought inHe laughed when I told him Ken was trying to use how his yard looks against meHis backyard looks just like mineHe has been going back and forth with Shugart just like several of us are to get his backyard redoneWhich finally happened on 11/08/My neighbor to left pays a well-known lawn care service to take care of their yardThey are having little luckI have pictures to show how bad their soil is alsoIt too is full of gravel and sandThe house next to them was maintained by Shugart all the way up to closingIt was watered twice a day most daysLess than months later the builders grade seed and the rock and gravel soil looks just like mine didThe grass is not going to be able to survive in the poor quality of soil that is left behindIf you go to the new constructions home at the end of the streetIt has good soil piled upInstead of spreading it back over the yardIt will be hauled awayI have attached pictures of yards that were maintained by Shugart for several weeksYou will see that due to the good soil being removedThese yards look exactly like my within just a few weeksWater is not the answer to the problems that are going on in the yards out hereYou can see the culvert pipe is very full and the bank leading down to the culvert is already washed down to the netting that is put there to stabilize and prevent the washingIt would work with soilThis proves it does not work with rock and gravelThis house was just closed on a few weeks agoIt has the same issues already that my yard doesThe bank is supposed to be an extension of my yardI have no idea why Ken would take it upon himself to tell me where my yard is supposed to begin and endThe bank would have been mowable before the debris from the silk pond was dumped on itI was told by Shugart employees that the bank would be fixedI was assured the bank would be fixedAs I have stated before I asked for this in writingI was told that Pete is a man of his word and it will be taken care ofThere again what I was told that was going to happen and what actually happens with this company are two different thingsThe company that cleaned out the silk pond received word from the state that the silk pond could be closed down back in August of this yearThe debris thrown on the bank is supposed to be removed to refill the silk pondThis is what is supposed to happen regardless of what Ken’s opinion is on the situationThe yard is not the only thing that has not been taken care of correctlyI verbally addressed the issues with the vinyl siding on 10/10/I sent an email in on 10/23/I have called the siding subcontractorThe siding goes in and outWhich is a good indicator that the walls are not flushI am positive that the tides will turn somehow someway that this too is my faultThat Shugart only budgets so much money to make sure the walls are straight and flushThe person(s) who have the duty of making sure the walls are level once the framers are finished did not do their jobAs of today I have had no one from Shugart or the vinyl siding subcontractor to contact me on how the walls or the siding is going to be correctedI upgraded the master bath cabinetNot knowing that Shugart would not order a counter top the same length of the cabinetThe solution to this was to pack it full of chalkingNo corner cutting there at allThere is an outlet in the master bath that the cover has to be cut off at the bottom in order for it to fit over the outletDue to the fact that the outlet was not put high enough to clear the base below itIt was on my 60-day punch list to be raised upThey cut a new cover a little more straight this time and considers this fixed. The crown molding around the kitchen cabinets has a gap due to the front piece was not cut correctlyThey put colored putty in the gapThat too is consider fixedCutting the molding the correct length was never an optionThe gutter subcontractor was scheduled to come out on 10/10/He did not show and has not been seenThe hot water heater was requested during preconstruction to be put on a stoolDid it happen? NoI kept getting the response it is not code for it to have to be on a stoolAfter speaking with the plumberHe said it would have passed inspection if the hot water heater was on a stoolShugart now says it will cost too much money to put it on the stoolNever mind this was requested during preconstruction but was ignoredThey brought out pavers to lift the heater off of the floorThis too is considered a job well done by ShugartThere are multiple things with Shugart that should be done a lot better than they areAs long as it saves them moneyIt clearly does not matter if things get doneIf they are done, then it is the cheapest way possible.There is a simple solution and since Ken made the statement in () of you can see what he is dealing withRefund my moneyIf Shugart refunds my money, I will be on my way out of their neighborhood and out of Ken’s hair? He clearly has a lot of power and say in this companyI have been in my house less than monthsEvery situation runs in to red tape with this builderI truly do not want to spend any more time being hassled over things that are not my faultThings that I have already paid for to be taken care of correctlyInstead I am expected to spend additional money to correct things due to Shugarts corner cutting to save moneyI bought a home to enjoyThere is not going to be any enjoyment as long as Shugart does not take responsibility and continues to deflect and play the victimI am sure there are builders out there that show ownership in making things right with their homeownersI will be happy to pack my things a get as far away from this builder as I possibly canBuilding a home with this company was a huge mistake. Regards,
***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I stated in my previous responses as to when I would accept their reply In regards to statement that loads of topsoil being add is falseThere were trucks which were not spilling over by any meansI was at home all day and saw how many trucks there were No one from Shugart was present. I have learned the hard way that money always winsI also learned that leadership, honesty and integrity are not the expected standards of this companyThe above false statement is coming from a person whom asked me what I would tell my neighbors about the yard if they asked meMy response back to this personwas what do you want me to say because that is the end all be all...right? He said he wanted me to tell the neighbors that I paid for it .
Regards,
*** ***
Hi ***,I would like to reopen my complaintThe number is ***Shugart was made aware of areas of my yard that wash and allow water to standThey did come out to redo the yard but did not address the places that washoutA storm came through a couple of days later and washed out an area in the front and in the backI agreed to accept the offer based upon if rectified meant doing the work correctlySince the yard is still washing that is not acceptable. Thank you,*** ***
Please accept our apologies for not responding to your initial letter. We had attempted to contact Ms. [redacted] by phone right away but did not respond in writing. We were able to communicate with Ms. [redacted] and have an appointment to meet her at her home on Wednesday May 10, 2017 at 1:30pm...
to look at her issue. We hope to come to an agreement and make any corrections that may be necessary.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This yard had six loads of top soil added to it. It was totally fine graded, Ms. [redacted] slope was totally re graded. The silt pond was closed, totally re graded and will always need to have time to fully run off. We will state one more time for the record. We will go back and repair washes and look at matting when it dry's and make the necessary repairs one time. Other than that we have completed our responsibilities to Ms. [redacted]. We will not continue going back and forth in this format. Thanks for your assistance in this matter. Tell us why here...
It is unfortunate to have a customer share these feelings. We have communicated with her directly concerning her issues this week. We treat all our customers with the same care. This customers yard was actually redone prior to her neighbors in which were referenced. This drought has created a lot of...
turmoil this year as it relates to people having any luck at all with their yards. We as a company were really hoping to have a little more cooperation from mother nature this fall. It would have eliminated a lot of customer frustration. We will continue to follow up.Tell us why here...
Wash areas are not the result of work not being done properly. Until grass grows in there will be wash areas and some standing water for a period of time no matter what. Water has to run somewhere and that creates washes. We cannot continue to be responsible for acts of God. We will fix the wash areas one time; however, Ms. [redacted] must take ownership of her yard. We have done everything we have been asked. It has been done very well in a very professional manner.
I want Shugart to purchase the home back plus my added enhancements to the home b/c poor repair continues in my home. The faux stone is now loose on the front on my home and the tile on the kitchen rocks when walking across it! Additionally, the garage door has stopped raising (only raises half way); Barcey called in 3 calls I am aware of due to issues of the door beign off track and not shutting properly; the door has had 3 services calls within 3 months! I gave Shugart 3 months after my closing to correct the gross negligence in my home and the gross negligence has continued. I cannot continue on this never ending path anymore. I have been more than reasonable and the time has come to close the door and move out of this home. Provide me sufficient time to locate a home to move into from my current locationInclude my moving expenses prior and to my next home with the above mentioned checkPay any fees associated with the buy back of the home due to the gross negligence on Shugarts behalfOnce Shugart Concurs in writing to purchase the home back from me I will cease any further release of pictures, emails, texts, You Tube video's etc
I would like to start by saying I'm sorry for the aggravation that is apparent in this complaint. We strive to communicate better than this has read. I have taken a lot of time to put our records together of all communication with the [redacted] since closing. I have attached a time line of...
correspondence. While this complaint was written by Ms. [redacted] as you will see throughout the attached, it has been Mr. [redacted] that we have had all communication with from our office and field staff. While there has been more than adequate time between our response to the [redacted] email's of concern, we have ultimately communicated every time we were asked. I personally called Mr. [redacted] on two separate occasions when asked. I am available throughout the day on an ongoing basis. I can be reached anytime. There is no need for anybody to wait. I apologize for any misunderstanding of" never hearing back from him". When I spoke with Mr. [redacted] I let him know that I would be going to personally look at the problems in the yard. I not only went and looked at them, I went with the owner of the company. We looked very closely at what needed to be done and gave the appropriate people the direction they needed in order to accomplish that goal. We missed the spring growing season to properly sow grass went back in the early fall to re due it properly at the best time of year. There was no need to have anybody take more time off work or make appointments. There yard was not done properly to begin with and we had no problems going back and having it done right. You will see the house closing 7/29/16. Our 1st record of an warranty email 11/21/16 and this took us a while to respond. When the second letter came in and once communication was made we handled their concerns throughout Jan 17 as signed off by Mr. [redacted]. An email came in 2/2/17 expressing how happy he was with the word. We got more lists in March which we addressed right away as signed off again by Mr. [redacted]. We proceeded to go back as requested in April but still had the yard issues. Again these were addressed to Mr. [redacted] satisfaction in early fall. We have communicated with Mr. [redacted] on an ongoing basis throughout the year. We have done all items that have been requested. I will be happy to discuss any further issues with the [redacted] family. I work with customers on a daily basis. I hope we can resolve any misunderstandings or miscommunication.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Shugart called me on 11/01/16 and again on 11/03/16. To let me know they were aware of my complaint filed with the Revdex.com. I was told I was a squeaky wheel and that my yard received extra attention due to the squeaky wheel receives the oil. How inappropriate is that? Ken said he would come out to look at the yard. I invited him out in (my first reply back to him) the afternoon, so that I could be there. He came out with Darrell in the morning and met with my male neighbor. They walked my yard and his. I hear one thing from Ken and a totally different thing from my neighbor. My neighbor says he has in writing everything that Ken said would be done to his yard to fix all of the issues that are going on. Which are the same exact issues going on in my yard other than I have a major bank in my backyard. I was told there is nothing wrong with my yard. That he was pleasantly surprised of how good my yard looked. All you can basically see straw. Shugart has pictures of the drainage issues, all of the gravel and rock that are in the yard. They have pictures of the soil prior to the landscaping taking place. There were little to no rock and the soil had good rich color. All of that soil was hauled off. I am left with rock, gravel, sand and construction debris. When they overseeded and aerated yard they covered up all of the issues that are in the pictures with the straw. Ken looked at the bank which is supposed to be a continuation of my backyard. He said it looks fine and he has no idea what I would want done to it. The bank is supposed to be part of my yard not a plowed field. The debris from a silk pond was dumped on the bank and it was hydro seeded prior to closing. Even the superintendent said before closing that the bank was not safe to walk on much less mow. I was told during preconstruction the bank would not be touched. I asked for something in writing in regards to protecting me from this exact issue but I never received it. Lots of things were said during prior to closing but not followed through on. Hindsight proves that Shugart said whatever they needed to make sure I went to closing. After the money is in their hands my issues do not seem to matter.
Regards,
[redacted]
Wash areas are not the result of work not being done properlyUntil grass grows in there will be wash areas and some standing water for a period of time no matter whatWater has to run somewhere and that creates washesWe cannot continue to be responsible for acts of GodWe will fix the wash areas one time; however, Ms [redacted] must take ownership of her yardWe have done everything we have been askedIt has been done very well in a very professional manner
I would like to start by saying I'm sorry for the aggravation that is apparent in this complaintWe strive to communicate better than this has readI have taken a lot of time to put our records together of all communication with the [redacted] since closingI have attached a time line of correspondenceWhile this complaint was written by Ms [redacted] as you will see throughout the attached, it has been Mr [redacted] that we have had all communication with from our office and field staffWhile there has been more than adequate time between our response to the [redacted] email's of concern, we have ultimately communicated every time we were askedI personally called Mr [redacted] on two separate occasions when askedI am available throughout the day on an ongoing basisI can be reached anytimeThere is no need for anybody to waitI apologize for any misunderstanding of" never hearing back from him"When I spoke with Mr [redacted] I let him know that I would be going to personally look at the problems in the yardI not only went and looked at them, I went with the owner of the companyWe looked very closely at what needed to be done and gave the appropriate people the direction they needed in order to accomplish that goalWe missed the spring growing season to properly sow grass went back in the early fall to re due it properly at the best time of yearThere was no need to have anybody take more time off work or make appointmentsThere yard was not done properly to begin with and we had no problems going back and having it done rightYou will see the house closing 7/29/Our 1st record of an warranty email 11/21/and this took us a while to respondWhen the second letter came in and once communication was made we handled their concerns throughout Jan as signed off by Mr [redacted] An email came in 2/2/expressing how happy he was with the wordWe got more lists in March which we addressed right away as signed off again by Mr [redacted] We proceeded to go back as requested in April but still had the yard issuesAgain these were addressed to Mr [redacted] satisfaction in early fallWe have communicated with Mr [redacted] on an ongoing basis throughout the yearWe have done all items that have been requestedI will be happy to discuss any further issues with the [redacted] familyI work with customers on a daily basisI hope we can resolve any misunderstandings or miscommunication
Please accept our apologies for not responding to your initial letterWe had attempted to contact Ms [redacted] by phone right away but did not respond in writingWe were able to communicate with Ms [redacted] and have an appointment to meet her at her home on Wednesday May 10, at 1:30pm to look at her issueWe hope to come to an agreement and make any corrections that may be necessary
I have communicated with Cindy [redacted] to discuss this problemI have let her know after doing some investigation that a claim was never made by Art [redacted] and his blasting companyThat the responsibility lies with Art [redacted] and his blasting company and not Shugart Homes I explained to Ms [redacted] that upon investigation found that a claim was never filed and that I insisted on one being filed On July of last week a file has been started on that claim for Paul Pope Road in our Planters Walk subdivisionI asked her to please let me know if she has not heard from the insurance company in the next week
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Shugart called me on 11/01/and again on 11/03/To let me know they were aware of my complaint filed with the Revdex.comI was told I was a squeaky wheel and that my yard received extra attention due to the squeaky wheel receives the oilHow inappropriate is that? Ken said he would come out to look at the yardI invited him out in (my first reply back to him) the afternoon, so that I could be thereHe came out with Darrell in the morning and met with my male neighborThey walked my yard and hisI hear one thing from Ken and a totally different thing from my neighborMy neighbor says he has in writing everything that Ken said would be done to his yard to fix all of the issues that are going onWhich are the same exact issues going on in my yard other than I have a major bank in my backyardI was told there is nothing wrong with my yardThat he was pleasantly surprised of how good my yard lookedAll you can basically see strawShugart has pictures of the drainage issues, all of the gravel and rock that are in the yardThey have pictures of the soil prior to the landscaping taking placeThere were little to no rock and the soil had good rich colorAll of that soil was hauled offI am left with rock, gravel, sand and construction debrisWhen they overseeded and aerated yard they covered up all of the issues that are in the pictures with the strawKen looked at the bank which is supposed to be a continuation of my backyardHe said it looks fine and he has no idea what I would want done to itThe bank is supposed to be part of my yard not a plowed fieldThe debris from a silk pond was dumped on the bank and it was hydro seeded prior to closingEven the superintendent said before closing that the bank was not safe to walk on much less mowI was told during preconstruction the bank would not be touchedI asked for something in writing in regards to protecting me from this exact issue but I never received it Lots of things were said during prior to closing but not followed through onHindsight proves that Shugart said whatever they needed to make sure I went to closingAfter the money is in their hands my issues do not seem to matter Regards, [redacted]
This should not have been sent to the Chamber of CommerceIt has nothing to do with usPlease remove it from our file and note that it was sent to us in errorthank you. Gayle ***
***,I will do my best to do a better job explaining our side of this unfortunate situation this time aroundEverything stated on the fist reply still appliesI will first address the letter attachedI was responding to the email Ms*** sent Oct obviously upset(I think this alone is a good example of what we are dealing with)I was out that week and the email was brought to my attention when I got backI felt like my email was very well written in such a way to explain everything in great detail as to the big picture of the situationI had several people in the office read it that thought it did a good job of explaining our positionMs*** response in the Revdex.com complaint was "who spoke to me like I was ignorant"Everything we say or do is wrong, incorrect or indifferentWe did a very thorough job redoing her yard only to be accused of not putting any seed or fertilizer down and covering it up with strawAs you see in my response we put over 100lbs of seed down and 50lbs of fertilizerAs I explained in the letter you HAVE TO WATER to get results and Ms*** chooses not toThat is her prerogative; however, that does not make the fact that when no grass grows, weeds growAll summer when the thunderstorms came all the layer of dirt on top runs off and the stones and debris show upAs you see in the pictures the person on the right of her house chose not to call us and carry on about how bad everything was and how it was all our fault we have had a drought this summer and fall and it has been super hard to grow grassThey along with a lot of other neighbors chose to attack their yards with extra seed, fertilizer and water and work aggressively themselves or through outside services to do what it takesWhat I spelled out in my email to Ms*** was totally trueIt takes season after season of aerating, plugging, over seeding ect to establish these yardYes you have standing water in dirtOur Homeowners Manual states up to hours is acceptableWhen you have grass water doesn't stand like when it's all weed and dirtYou can look at the pictures I have attached and see that we have done our partIt is not even in out contract to go backWe went back to a lot of yards this year because we had such a brutal summerAs far as the bank goes, it was hydo seeded and grew in to the point way higher that any of her neighborsShe chose not to cut the grass at allas you see in the pictures it came in very thick and wellThat bank needs the vegetation not to have erosion problemsMs*** has the Best stand of grass of anybody on the streetThe bank is not meant for useI hope I have cleared up a lot of issuesThe last pictures is the house across the street with her male neighbor that keeps being referencedThat is what Ms*** yard looked like before we startedAs you see in her pictures she has a lot of grass coming up with almost No rainNo hose even showing on the outside hose bibsRefusing to water One time Even after we came back and redid the yardMs*** would Have a Whole Yard Full of Grass if only she watered like suggestedI hope this helps you.Thanks
Shugart remains willing to make all needed repairs, but only under a written agreement that governs the parties' behavior and provides for a neutral third person with construction background to decide (1) is a listed defect a legitimate complaint under the parties' contract and (2) if it is, and Shugart repairs the defect, is the repair acceptable.Some time ago, Shugart offered to buy back Ms*** house at its purchase price plus $10,000.00, but Ms*** rejected that offer. Now, she wants Shugart to buy her house "plus my added enhancements." She also wants Shugart to pay moving expenses and "any fees associated with the buy back of the home." She also threatens to continue her "release of pictures, emails, texts, You Tube video's, etc." if Shugart doesn't agree to her vague proposal. Shugart rejects Ms*** proposal
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and agree if and only if rectify means that the all of problems/issues that are going on will be addressed and corrected properly this resolution is satisfactory to me.
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:This reply is a great example of what Shugart homes is all aboutDeflectionsInstead of doing what is rightInstead of doing what was right from the beginningThey play the victimThey have cut every corner possible in hopes the homeowners give up and pay for the repairs themselvesIf they hired subcontractors that took pride in their tradeThe amount budgeted for each specific subcontractor would be more than enoughDue to the cutting of corners and the lack of supervision and accountability jobs have to be completed more than one timeI understand that there is a budgetIt is not my problem nor my concern how much something cost Shugart to so repairs on things that should have been completed correctly the first timeThere is plenty of good soil on my street that could have been used to correct the issues with my yardI was told they pay to have the dirt hauled awayMoving it from the current construction location to my yard would have saved Shugart moneyHonesty, integrity, accountability, high expectations, and pride are characteristics that start at the top and trickle downThose characteristics definitely are not qualities that demonstrated from the top of ShugartEveryone associated with the company is a reflection of this companyAs an owner of a company I surely would not want some the actions toward homeowners reflecting meAll that I and several other homeowners on my street have asked forIs for things to be completed correctlyFrom all of the back and forth and dead ends that is asking too much from this builderI have been on the receiving end of a Shugart employee bashing, bad mouthing and putting me downI found out via Ken that other homeowner sent an email with the same issuesIf it has happened to people on one streetThere is no way this is an isolated caseWhich is a huge reflection of this company and clearly shows a lack of good characterI am sure none of the male homeowners that his has contacted were ever called a squeaky wheelI am sure none of the character damaging comments were swept under the rugThe one employee stood at the preconstruction and made a comment about around mePointing out the ones who would be difficultIn a previous email from KenHe stated that before anyone came out he would ask before anyone just showed up at my homeI am assuming that statement excluded himI stated in an email that I could be meet him in the afternoonHe has been out to and on my property two times unannouncedThe second time to take picturesIf he would have walked all the way around the hoseHe would have seen the water hose that he so clearly stated that was nowhere to be seenTo address the neighbor’s yards that he is referring toThe one to my right if facing the house from the street paid a lot of money for soil and compost to be brought inHe laughed when I told him Ken was trying to use how his yard looks against meHis backyard looks just like mineHe has been going back and forth with Shugart just like several of us are to get his backyard redoneWhich finally happened on 11/08/My neighbor to left pays a well-known lawn care service to take care of their yardThey are having little luckI have pictures to show how bad their soil is alsoIt too is full of gravel and sandThe house next to them was maintained by Shugart all the way up to closingIt was watered twice a day most daysLess than months later the builders grade seed and the rock and gravel soil looks just like mine didThe grass is not going to be able to survive in the poor quality of soil that is left behindIf you go to the new constructions home at the end of the streetIt has good soil piled upInstead of spreading it back over the yardIt will be hauled awayI have attached pictures of yards that were maintained by Shugart for several weeksYou will see that due to the good soil being removedThese yards look exactly like my within just a few weeksWater is not the answer to the problems that are going on in the yards out hereYou can see the culvert pipe is very full and the bank leading down to the culvert is already washed down to the netting that is put there to stabilize and prevent the washingIt would work with soilThis proves it does not work with rock and gravelThis house was just closed on a few weeks agoIt has the same issues already that my yard doesThe bank is supposed to be an extension of my yardI have no idea why Ken would take it upon himself to tell me where my yard is supposed to begin and endThe bank would have been mowable before the debris from the silk pond was dumped on itI was told by Shugart employees that the bank would be fixedI was assured the bank would be fixedAs I have stated before I asked for this in writingI was told that Pete is a man of his word and it will be taken care ofThere again what I was told that was going to happen and what actually happens with this company are two different thingsThe company that cleaned out the silk pond received word from the state that the silk pond could be closed down back in August of this yearThe debris thrown on the bank is supposed to be removed to refill the silk pondThis is what is supposed to happen regardless of what Ken’s opinion is on the situationThe yard is not the only thing that has not been taken care of correctlyI verbally addressed the issues with the vinyl siding on 10/10/I sent an email in on 10/23/I have called the siding subcontractorThe siding goes in and outWhich is a good indicator that the walls are not flushI am positive that the tides will turn somehow someway that this too is my faultThat Shugart only budgets so much money to make sure the walls are straight and flushThe person(s) who have the duty of making sure the walls are level once the framers are finished did not do their jobAs of today I have had no one from Shugart or the vinyl siding subcontractor to contact me on how the walls or the siding is going to be correctedI upgraded the master bath cabinetNot knowing that Shugart would not order a counter top the same length of the cabinetThe solution to this was to pack it full of chalkingNo corner cutting there at allThere is an outlet in the master bath that the cover has to be cut off at the bottom in order for it to fit over the outletDue to the fact that the outlet was not put high enough to clear the base below itIt was on my 60-day punch list to be raised upThey cut a new cover a little more straight this time and considers this fixed. The crown molding around the kitchen cabinets has a gap due to the front piece was not cut correctlyThey put colored putty in the gapThat too is consider fixedCutting the molding the correct length was never an optionThe gutter subcontractor was scheduled to come out on 10/10/He did not show and has not been seenThe hot water heater was requested during preconstruction to be put on a stoolDid it happen? NoI kept getting the response it is not code for it to have to be on a stoolAfter speaking with the plumberHe said it would have passed inspection if the hot water heater was on a stoolShugart now says it will cost too much money to put it on the stoolNever mind this was requested during preconstruction but was ignoredThey brought out pavers to lift the heater off of the floorThis too is considered a job well done by ShugartThere are multiple things with Shugart that should be done a lot better than they areAs long as it saves them moneyIt clearly does not matter if things get doneIf they are done, then it is the cheapest way possible.There is a simple solution and since Ken made the statement in () of you can see what he is dealing withRefund my moneyIf Shugart refunds my money, I will be on my way out of their neighborhood and out of Ken’s hair? He clearly has a lot of power and say in this companyI have been in my house less than monthsEvery situation runs in to red tape with this builderI truly do not want to spend any more time being hassled over things that are not my faultThings that I have already paid for to be taken care of correctlyInstead I am expected to spend additional money to correct things due to Shugarts corner cutting to save moneyI bought a home to enjoyThere is not going to be any enjoyment as long as Shugart does not take responsibility and continues to deflect and play the victimI am sure there are builders out there that show ownership in making things right with their homeownersI will be happy to pack my things a get as far away from this builder as I possibly canBuilding a home with this company was a huge mistake. Regards,
***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I stated in my previous responses as to when I would accept their reply In regards to statement that loads of topsoil being add is falseThere were trucks which were not spilling over by any meansI was at home all day and saw how many trucks there were No one from Shugart was present. I have learned the hard way that money always winsI also learned that leadership, honesty and integrity are not the expected standards of this companyThe above false statement is coming from a person whom asked me what I would tell my neighbors about the yard if they asked meMy response back to this personwas what do you want me to say because that is the end all be all...right? He said he wanted me to tell the neighbors that I paid for it .
Regards,
*** ***
Hi ***,I would like to reopen my complaintThe number is ***Shugart was made aware of areas of my yard that wash and allow water to standThey did come out to redo the yard but did not address the places that washoutA storm came through a couple of days later and washed out an area in the front and in the backI agreed to accept the offer based upon if rectified meant doing the work correctlySince the yard is still washing that is not acceptable. Thank you,*** ***
Please accept our apologies for not responding to your initial letter. We had attempted to contact Ms. [redacted] by phone right away but did not respond in writing. We were able to communicate with Ms. [redacted] and have an appointment to meet her at her home on Wednesday May 10, 2017 at 1:30pm...
to look at her issue. We hope to come to an agreement and make any corrections that may be necessary.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
This yard had six loads of top soil added to it. It was totally fine graded, Ms. [redacted] slope was totally re graded. The silt pond was closed, totally re graded and will always need to have time to fully run off. We will state one more time for the record. We will go back and repair washes and look at matting when it dry's and make the necessary repairs one time. Other than that we have completed our responsibilities to Ms. [redacted]. We will not continue going back and forth in this format. Thanks for your assistance in this matter. Tell us why here...
It is unfortunate to have a customer share these feelings. We have communicated with her directly concerning her issues this week. We treat all our customers with the same care. This customers yard was actually redone prior to her neighbors in which were referenced. This drought has created a lot of...
turmoil this year as it relates to people having any luck at all with their yards. We as a company were really hoping to have a little more cooperation from mother nature this fall. It would have eliminated a lot of customer frustration. We will continue to follow up.Tell us why here...
Wash areas are not the result of work not being done properly. Until grass grows in there will be wash areas and some standing water for a period of time no matter what. Water has to run somewhere and that creates washes. We cannot continue to be responsible for acts of God. We will fix the wash areas one time; however, Ms. [redacted] must take ownership of her yard. We have done everything we have been asked. It has been done very well in a very professional manner.
I want Shugart to purchase the home back plus my added enhancements to the home b/c poor repair continues in my home. The faux stone is now loose on the front on my home and the tile on the kitchen rocks when walking across it! Additionally, the garage door has stopped raising (only raises half way); Barcey called in 3 calls I am aware of due to issues of the door beign off track and not shutting properly; the door has had 3 services calls within 3 months! I gave Shugart 3 months after my closing to correct the gross negligence in my home and the gross negligence has continued. I cannot continue on this never ending path anymore. I have been more than reasonable and the time has come to close the door and move out of this home. Provide me sufficient time to locate a home to move into from my current locationInclude my moving expenses prior and to my next home with the above mentioned checkPay any fees associated with the buy back of the home due to the gross negligence on Shugarts behalfOnce Shugart Concurs in writing to purchase the home back from me I will cease any further release of pictures, emails, texts, You Tube video's etc
I would like to start by saying I'm sorry for the aggravation that is apparent in this complaint. We strive to communicate better than this has read. I have taken a lot of time to put our records together of all communication with the [redacted] since closing. I have attached a time line of...
correspondence. While this complaint was written by Ms. [redacted] as you will see throughout the attached, it has been Mr. [redacted] that we have had all communication with from our office and field staff. While there has been more than adequate time between our response to the [redacted] email's of concern, we have ultimately communicated every time we were asked. I personally called Mr. [redacted] on two separate occasions when asked. I am available throughout the day on an ongoing basis. I can be reached anytime. There is no need for anybody to wait. I apologize for any misunderstanding of" never hearing back from him". When I spoke with Mr. [redacted] I let him know that I would be going to personally look at the problems in the yard. I not only went and looked at them, I went with the owner of the company. We looked very closely at what needed to be done and gave the appropriate people the direction they needed in order to accomplish that goal. We missed the spring growing season to properly sow grass went back in the early fall to re due it properly at the best time of year. There was no need to have anybody take more time off work or make appointments. There yard was not done properly to begin with and we had no problems going back and having it done right. You will see the house closing 7/29/16. Our 1st record of an warranty email 11/21/16 and this took us a while to respond. When the second letter came in and once communication was made we handled their concerns throughout Jan 17 as signed off by Mr. [redacted]. An email came in 2/2/17 expressing how happy he was with the word. We got more lists in March which we addressed right away as signed off again by Mr. [redacted]. We proceeded to go back as requested in April but still had the yard issues. Again these were addressed to Mr. [redacted] satisfaction in early fall. We have communicated with Mr. [redacted] on an ongoing basis throughout the year. We have done all items that have been requested. I will be happy to discuss any further issues with the [redacted] family. I work with customers on a daily basis. I hope we can resolve any misunderstandings or miscommunication.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Shugart called me on 11/01/16 and again on 11/03/16. To let me know they were aware of my complaint filed with the Revdex.com. I was told I was a squeaky wheel and that my yard received extra attention due to the squeaky wheel receives the oil. How inappropriate is that? Ken said he would come out to look at the yard. I invited him out in (my first reply back to him) the afternoon, so that I could be there. He came out with Darrell in the morning and met with my male neighbor. They walked my yard and his. I hear one thing from Ken and a totally different thing from my neighbor. My neighbor says he has in writing everything that Ken said would be done to his yard to fix all of the issues that are going on. Which are the same exact issues going on in my yard other than I have a major bank in my backyard. I was told there is nothing wrong with my yard. That he was pleasantly surprised of how good my yard looked. All you can basically see straw. Shugart has pictures of the drainage issues, all of the gravel and rock that are in the yard. They have pictures of the soil prior to the landscaping taking place. There were little to no rock and the soil had good rich color. All of that soil was hauled off. I am left with rock, gravel, sand and construction debris. When they overseeded and aerated yard they covered up all of the issues that are in the pictures with the straw. Ken looked at the bank which is supposed to be a continuation of my backyard. He said it looks fine and he has no idea what I would want done to it. The bank is supposed to be part of my yard not a plowed field. The debris from a silk pond was dumped on the bank and it was hydro seeded prior to closing. Even the superintendent said before closing that the bank was not safe to walk on much less mow. I was told during preconstruction the bank would not be touched. I asked for something in writing in regards to protecting me from this exact issue but I never received it. Lots of things were said during prior to closing but not followed through on. Hindsight proves that Shugart said whatever they needed to make sure I went to closing. After the money is in their hands my issues do not seem to matter.
Regards,
[redacted]