Holmes Building Systems

HBS built my house. Walls are crooked, kitchen counters are crooked and they say that all houses are built like that . I want my house fixed . Moved in in April of 2014. Some minor issues have been resolved but the company does not want to fix the major ones. Just about every wall in the house is crooked. The kitchen bar is very crooked. One hallway was 1 1/2 difference on one end than the other. The Sheetrock in the ceiling is terrible every seem is visible. I have two decorative columns in the living area that are crooked. Very very poor to say the least craftsmanship. I'm paying a lot of money for a new house and that is what it should be. Not some throwers together shack.Desired SettlementI would like for a qualified and competent builder to be paid and come in to fix all the issues that I have so I can be done with these so called home builders.Business Response /[redacted]/Emailed and left messages for [redacted], We would like to schedule service for this home. HBS is very interested in resolving this issues. Consumer Response /[redacted]/The company has been in contact with me. They are supposed to send a crew out March 2 or 3. Hopefully we can get these issues resolved.Final Consumer Response /[redacted]/This complaint should not be closed. None of the issues have been resolved. The company sent someone down to address the issues but as far as any progress there has not been any. I am still waiting for these punchlist items to be completed. Final Business Response /[redacted]/We have been in contact with the [redacted]. We will continue to keep them informed of the scheduled repairs.

Issues with modular home addressed numerous times but problems are never resolved. Within a few months, water leaks are found, sheetrock is buckling.V Custom 76' HBS TR (model number) We ordered in early 2013 to be placed on our property when building was complete. We obtained keys to home September 2013. It has had electrical problems that could have burnt down home, plumbing issues with every water related area in home, warped floors and sheetrock issues. They DO NOT fix problems - They cover them up until warranty runs out. Sub-standard products are used to build these modular so they will not hold up. I have close to 800 pictures to re-enforce my complaint that I am willing to share so other hard working people who dream of owning a home someday - will look elsewhere before dealing with this company. We ask that they come back for the 4th. and 5th. time to fix the same issues that has been addressed but not corrected, only cover-up. They refuse to do so. Warranty expired - You are out of luck.Desired SettlementReplacement:1. Front Door (damaged upon delivery of home. Talked in caulking, painting but door is falling a part.2. Master bath shower, tub and toilet. Floor damage due to cracked toilet tank so it has buckled. Tile in shower has been fixed 4 times - yet it has messed up again.3. Replaced sheetrock in master bedroom that was cracked when delivered, repaired by packing putty on it and is still cracking because they won't replace the board in this area. 4. All tile floors due to nails coming thru sub-floor. Other tiled areas have water damage from pipes improperly installed. Out dated materials used such as galvanized pipes, chip board floors,ect.Business Response We spoke with with Mrs. [redacted], We are currently trying to assist with the service issues.Consumer Response A representative called 7/13/15 at 10:40am. He stated he would look into our folder and get back with us. Nothing has been addressed or repaired as of this date. We now have a roof leaking from the rain that should have been fix before. This leak is coming into a kitchen light fixture. It appears that it was fixed the first time by filling the hole with caulking. We are requesting that the entire roof gets new shingles on it. We have a list of items to give to this company and feel they should sit down with us to discuss them. They also need to hire reputable workers who will do the work correctly. They include a letter with your homeowners manual that states - "Congratulations on the purchase of your new home! We know you will be delighted with your Holmes Building Systems home as your new residence. This quality built home will provide you and your family years of happiness and comfort." This is such a joke. This home from day one has been a nightmare. It has caused nothing but stress and concern that it is even safe to live in. This company has dragged their feet in response to every issue in the past and I feel they will continue to do so. This home is NOT quality built. We have found they use the cheapest materials possible. Please keep this complaint open. I have lost sleep, my health has been affected and I am just tired of ALL the things wrong with this home. I do not encourage anyone to buy from here. Final Business Response On 11/13/15 we responded we would address all factory related issues. It was our intent to have this work completed before now. Although we have not completed the work order does not dismiss our intent to service the home owner and address all Factory related issues. For clarification there are multiple items listed that is not factory related and will not be covered by our service department. The home owner will need to contact their dealer and/or their contractors and address them accordingly for items related to Grade, Foundation, Basement and possible items related to Set and Trim. We have established a meeting with the home owner for 12/22/15 @ 9:00 am to review all issues to be addressed and will help identify factory and not factory related issues. Currently we are planning the service work to begin on 1/4/16.Final Consumer Response [redacted]Document Attached[redacted]HBS contacted us and they are addressing issues with us. They brought out the fact that part of our complaint is not their responsibility and I now understand that American Showcase Modulars is responsible. I am enclosing the part that American Showcase should address in a file doc. Should I do a separate complaint or can this be a joint complaint.

Some quality issues were reported to HBS they sent a person to correct some issues, however they have not been responsive to resolve the balance. Holmes Serial number [redacted]Punch List for [redacted] XXXXXXXX-XXX-XXXX1. Sub floor in Kitchen/dining area is not even, it is causing the tiles to detach.2. Front and rear doors (exterior) door sweep is shredding.3. Window casing in the front bedroom is cracked.4. Blinds in the front and rear bedrooms do not match.5. Crown molding in dining room is has a gap between the molding and the ceiling.6. Outlet in the living room does not allow a good connection with appliance plugs.7. Takes a long time for hot water to get to the kitchen faucet, 1 - 2 minutes.10. Kitchen sink has discoloration.Desired Settlementplease address the issues that have been reported.Business Response This home is out of warranty. Having reviewed the service file, no open work orders are pending, no service request found and not warranty card send in. Mr. [redacted] is a former employee and reported directly to the service department. Its unclear as to why this was not reported to the service manager and addressed then. We are currently reviewing to see Mr. [redacted] is the original owner. Once the review is completed we will take the next step should service be warranted. Consumer Response I am the original owner. have occupied the home since April of 2015. and it should be in warrantee. It was addressed to the service manager, however his response was disappointing. I am in need of some legitimate issues, and Holmes Building Systems is responsible to provide service. FYI this has been reported to [redacted] the service manager. I am not aware of any warrantee form being presented to me. Final Business Response After review of the file this home is covered by the warranty. However, there was no were punch list submitted by the home owner so there was no work order generated for service. We have taken the list provided in this complaint and have generated a work order to insure the home owner is serviced. Service will be scheduled in order as received. The warranty card is provided by the company and is located in the left pocket of the homeowners manual and should have been presented by the dealer. The home owner is encouraged to fill out the card and mail in.

Company did not properly fix leak which caused floors to rot and are now refusing to fix the floors. We have called and manager will not return call.Home was purchased in February 2013. We were told to make a list of all problems and needed repairs. This was completed by my husband and myself. There were many minor repairs and few majors. One of the major repairs was a water leak from the kitchen sink which had ruined the bottom of the cabinets. The company eventually came to fix this repair after multiple calls. The crew never checked underneath the cabinet at the time. The leak was supposedly fixed and they replaced the bottom of the cabinet. Since this time the floor has now rotted in the kitchen and needs replacement. We have contacted HBS numerous times. We were told by the first service manager that they would have a crew out to ensure that the leak had been fixed and fix the kitchen floor. Three weeks had passed and we had not heard anything. My husband contacted HBS and was told that service manager we had originally spoke with was no longer employed there. She then sent him to the new service manager. He told my husband he was meeting with his supervisor about the problem and would contact us with further information. He did not call back that day or the following day. My husband once again called and was told someone would call him back that day. No call back once again. I called and left message, but did not get a response. I called again the next morning and spoke to the service managers secretary and was told he was in a meeting, but they would call us back today. The secretary call my husband back to inform us they would not fix the problem. My husband asked to speak to the service manager, but he was now at lunch. We contacted the dealer that sold us the home and was given another number. We contacted this number and left a voicemail, but no returned call. Contacted HBS again and requested that the manager or owner call us back today. We have yet to hear back from them.Desired SettlementAll we want is for the problems to be fixed properly. We want to ensure the leak has been fixed and have the flooring fixed/replaced. Business Response /[redacted]/The company and the homeowner are currently discussing the options of hiring a local contractor to perform the work of which the company will reimburse after term are agreed upon.Consumer Response /[redacted]/We had come to an agreement with the company, but they have not held up to their part of the agreement. We have yet to get a check to have the flooring fixed. Final Business Response /[redacted]/Negotiations began The week of 10/5/15. A settlement was agreed upon to allow the home owner to hire a local contractor to correct flooring. The documentation was emailed to the homeowner on 10/22/15 and received signed on 10/27/15. Payment is currently in process.

Company will not return phone calls or come make repairs.We purchased a modular home and moved in in May 2013. The dealer told us to live in the house for a few weeks and list anything that we saw needing repairs. We did just that and I had a list that was 3 pages long of repairs. Some being minor things and some were major things that we could not believe the builder let the house leave the factory with as they were very obvious. I gave the list to the dealer. It took many phone calls to the factory from myself and the dealer to get someone to come make the repairs. The first crew that finally came out fixed some of the minor things perfectly but the major things that had to be done, well, that was over his head as he just made them worse. So, we were back to more phone calls and empty promises as to when they would be back. Finally, after writing a negative review about them online because they were taking so much time to come out to make the repairs, they finally sent someone else out and he and another man got everything done. I was not happy with the painting around the back door but I could live with it because we want to paint that wall anyway. A week after they were here, I noticed a huge crack in the wall and called the man again (as he told me to do when he repaired the earlier things). This was the week of Thanksgiving 2013. He said he would talk to someone else at the plant and get the work order wrote up and have someone out to repair it soon. When I had not heard anything after Christmas, I call him back again and left a message. I have called one or two times a week since then only to get to leave a message on voice mail and never have my phone calls returned and obviously, not getting the repair made. The warranty is only good for one year so I am left wondering if they are just hoping it will expire and they do not have to stand behind their word of repairing things. Desired SettlementI just want the repairs made. I should not have to go through the hassle of endless, unanswered phone calls & voice mails to get that done. Business Response /[redacted]/On 1/23/14 we received a comment on our company Facebook page related to phone calls not being returned. I spoke with the service manager and found he had not received calls and was unaware of these issues. After further investigation we found the home owner was calling an employee's cell phone and not the company's service manager. The home owner was notified and arraignments were made with our service contractors. The crew arrived at the home on 1/27/14. The contractors have reported back to the Service Manager they will return on 1/29/14 (weather permitting) with expectations to complete the service work. The contractors performed a courtesy inspection and will address items that were not reported on the original closed on 12/6/13. Any deviations from the contractor's commitments will be communicated to the Service Manager and adjustments will be made. Final Consumer Response /[redacted]/All I can say is I called the phone number I was told to call on numerous occasions (and left voice mails most every time I called) if we had any other issues that needed to be addressed in regards to future repairs that needed to be made to our home. I talked to the manager the first time I called his cell phone and was told that the issues would be written up & someone would be out as soon as they could to make the repairs. After that initial phone call to the cell phone, I never got an answer when I called. So part of their response is correct and part of it is not. If Mr. [redacted] is the service manager they are speaking of, then he did know about some of the problems. Others have come up since our first phone conversation the week of Thanksgiving that he did not know about since he never returned my phone calls. Someone has been out to make some repairs repairs and is supposed to come back again today to finish up some. Other repairs are still waiting to be taken care of.

The service manager will not return calls and the contractor the manufacturer sent out 5 times to complete work for me to move in failed to do so.My home was set on foundation January 29. Work is still not complete to allow me to move in my home. The service manager of the manufacturer sent the same company out 5 times to finish the work and they failed to do so. Their contracts peed in my toilet when I had no running water, installed the carpet with little headlamps on there head at night tearing up my baseboard, punched a hole in my counter, scratched my storm door, put mismatch tile in my kitchen and did soory touch up painting. I have called the owner and service manager numerous times and the owner will not return my calls and the service manager will on occasion but not often. The dealer has also been very slow on returning calls and makes promises that are not kept. I am making payments on a house I do not live in due to.the manufacturer and their ccontractors taking 4 months and my house is still not complete. My tub has 3 cracks in it and the manufacturer wants the tub manufacturer to patch it. I order a new home and I want a new home. I bought this manufacturers home and they are responsible for fixing it completely. I have a 1 year warranty and that is almost half over and I am not 8n my home.Desired SettlementI am looking to get my house totally completed very soon and reimbursement for all the time and aggravation , pain and suffering this manufacturer and the dealer has put my family through.Business Response /[redacted]/HBS is talking with Mr. [redacted] to resolve the issues in a timely manner. HBS uses top quality fiberglass tubs and showers so they could be repaired in case of concealed damage. HBS'S warranty actuality begins after the customer closes/moves in. We will continue to work with Mr [redacted] and we will stand behind our product and repairs for the full warranty term.Consumer Response /[redacted]/I understand warranty begins at closing. We closed at over a month ago and we are still not in our home. I was told last week the workers would be here this Tuesday and then told this Thursday. The service manager told me yesterday he would call me today but he did not call. I feel we are owed a monetary refund due we have been waiting on HBS for over 3 months plus they have sent repair crews 6 times and are sending them again. For a professional business this is unacceptable.Final Business Response /[redacted]/We have the remaining items scheduled for service on Monday June 1st. We are confident we can resolve the remaining service work on that date. Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)I feel with the number of times I have had to call and the length of time I had to wait to move into my house as well as the number of times the manufacturer has sent service crews out (this will be 8) to repair my home, I am due a monetary refund as well as my home fixed properly. This will satisfy me.