Hudson Hill Outreach Ministries

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] *** When we initially entered into contract with Century to build our home, we did not have concerns over the length of time it would take to begin building Furthermore, we did not expect the groundbreaking of our home to occur until after we closed on our construction loan in January In September when we signed our BOYL agreement, our salesperson initially told us that the home would be complete by June After closing the construction loan in January, the expectation was that the home would be completed before the end of the Summer When we signed our Agreement with Century Communities, we received a “Buyer Process from Purchase to Close” (attached) in our packet Simply stated, the form states that “within days of [the signing of] Sales Agreement, a pre-construction meeting with Builder and Sales Counselor” would take place It should be noted that nowhere in this document does it mention that there is a 90-day start process Further, they did not clear our lot until the end of MAY (see attached email) This is approximately months after our construction loan closed Of the change orders that were processed, approximately were initiated by us The remaining change orders were related to changes that had to be made during the building process According to our salesperson and Century staff, change orders were part of their process and many of our selections could not be made in the showroom.At an additional cost to us, we hired a 3rd party to inspect our home during the different phases of construction Having these inspections throughout the process was very important to us We believed it would provide us peace of mind during this process The pre-pour inspection was arranged prior to the slab pour Several deficiencies were found by our independent inspector and should have been corrected prior to the pour Our concerns were ignored and the builder moved ahead with the pour in spite of our objections Century’s position has been that they felt comfortable with their engineers’ report This completely ignores the point that the inspection was for us When Century hires someone who works for them, it does not give us, as homeowners, the peace of mind that someone is working for our best interest In our Expectation Orientation paperwork, we are specifically given the right to obtain a 3rd party inspection (see attached), and all deficiencies should have been corrected and addressed prior to the pourFurther, we hired an engineer to review the report and the pictures and we were told that they would be quite concerned about the deficiencies that were noted in the report as it relates to the integrity of the slabThe plan layout for the kitchen that the builder refers to in his response, was the direct result of negligence on the part of Century There is really no excuse to explain why they framed the wrong kitchen in our homeUnbelievably, after communicating with the builder for several months and requesting dozens of times to look at the final floor plan of the home to verify that the plans were correct, they still framed the wrong kitchenWe have dozens of emails/text messages that can verify the communication regarding our desire to review/obtain FINAL floorplans This entire disaster significantly delayed the progress of our home When Century states that they tried to” fit a kitchen from one of their plans into a different plan that was in line with our budget”, it is a ridiculous excuse and beside the point We contracted to build a custom home Century knew from day one that we wanted a custom home Building a custom home requires things to be “customized” to our tastes and wants If we communicated that we wanted the kitchen depicted in their Crystal Falls model home, then this is what should have been framed and built These features should have been depicted in the final floor plans and should have been a seamless process During the course of our conversations with their salesperson, we emphasized this fact numerous times and was assured that our home would have the Crystal Falls model home kitchen As a result of this incident, the home building process halted completely for additional months We do not believe that Century has” handled all situations reasonably and professionally”Furthermore, the company has offered no reasonable concession for their carelessness To compound matters, the nearly months in delays in the building of our home has occurred through no fault of our own We have been paying thousands of dollars for an interest-only construction loan that has matured and requires us to extend Century has had no sense of urgency regarding the construction of our home If they had, they would have directed all of their resources to finishing our home in a reasonable time period, yet this has not been the case We do not believe that delaying the construction start of our home for almost unexplained months after the close of our construction loan was reasonable We do not believe that halting the construction of our home for almost months after the slab was poured and after carelessly framing the wrong kitchen was reasonable We do not believe that failing to recognize that our home needed a certain size water heater was reasonable - - causing an additional 2-weeks delay Further, it wasn’t reasonable to install unsafe gas piping throughout our home and force us to pay to remove it (see attached) We believe that in light of the numerous issues that have occurred during the last months of this process , the disputed amount is correct and reasonable

Complaint: [redacted] I am rejecting this response because:Century Communities has not made any attempt whatsoever to contact us to resolve this dispute since the complaint was submitted on December 21, The organization's response to this complaint is disingenuous Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because:These comments are preposterous. We have never provided false information to our lender. As a matter of fact, our lender has been communicating with our builder and keeping us informed of projected completion dates. It is very clear that there is a major disconnect between the information Mr. Adib is receiving from members of Century's staff and what his staff has been communicating to us. Mr. [redacted] does not seem to be aware of the messages being communicated to us.. Since it is apparent that he is blatantly misrepresenting such messages, how can you find any validity in what he is telling you? Please see attached emails, noting dates and times that they were sent. Regards, [redacted] ***

Century Communities remains committed to our work on this home, and will continue to deliver the quality craftsmanship and professionalism that we provide to all of our homeowners.We have kept the homeowners updated regarding our timeline throughout the projectHowever, we have been made aware that the homeowners have provided information to our preferred lender to claim that the house would be completed within daysWe’ve been clear that, due to weather and the construction schedule, the home will not be finished during the time frame that the homeowner has communicated to lendersAgain, in our years of experience, we find that the most efficient and effective building process is to allow the building team to complete its work in the proper order, as many concerns are resolved in the later stages but prior to completionWhile we do encourage open communication with our homeowners and aim to address relevant concerns upfront, a high volume of concerns and change orders can interrupt the building process and timelineOnce the house is finished, we will work with the homeowners on a punch list of items they would like updated prior to moving inHowever, we do ask for our homeowners to allow us the opportunity to complete our work before a high volume of concerns and change orders are presented to usWe stand behind our quality work and the professionalism of our team, and therefore will not provide additional credit beyond the accommodations we’ve already provided over the course of our work on this home

We have had regular communication with the homeowners over the past year, to help alleviate any concerns that were brought up during our construction processOur team has been cooperative and accommodating with all inquiries or requests from the customer, and we continue to do so as we work to complete the home.To address the homeowner’s concerns over the length of time it took to begin building, we initiated the process as promptly as possibleA third party originally owned the lot and we could not gain access until our homeowners officially purchased the lot, when the loan closed in January At this point we have a 90-day start process, which we began immediatelyWe cleared the house for construction on March 31stUnfortunately there was a consistent pattern of weather shortly after that made the beginning of the build slower than we desired.During our construction process we have processed change orders, which have slowed the project down, but we implemented these changes to accommodate the client’s requestsThe number of change orders requested on this home is larger than typical on most of our projectsIn our years of experience, we find that the most efficient and effective building process is to allow the building team to complete its work in the proper order, as many concerns are resolved in the later stages but prior to completionOnce the house is finished, we will work with the homeowners on a punch list of items they would like updated prior to moving inWe are squarely focused on delivering a fully completed house that the homeowners are proud to call home.To ease the concerns for the foundation pour, we have provided all of the passed inspections for the foundation pre-pour and the stressing inspection for the post tension cablesThese are required inspections from our engineer before we can pour any foundationThese are the same inspections we are required to provide to our warranty company in order to register the home into our structural warranty program. As for the plan layout, we worked to adequately fit the kitchen from one of our plans into a different plan that was more in line with the client’s budgetWe sat down, went through the plan together thoroughly, and made the necessary adjustments requestedWe then reframed the home to match the changes and covered the expense.In addition to the items listed above, the client also had a preference for the gas piping to be changed to another materialWe had the client pay for the change at our purchase costs in order to help ease concernsThe gas piping is an approved product that is frequently used by homebuilders and plumbers in the Austin market.It is our opinion that we have been very accommodating and attentive to issues that have been brought up throughout the buildOur goal is to complete the home in an efficient, quality manner and we will continue to be attentive with any new questions that may ariseFurthermore, we respectfully disagree with the disputed amount of $30,as we feel we have handled all situations reasonably and professionally, and have covered the large majority of the associated expenses

Century Communities has discussed the issues of concern with Mr& Mrs*** and are actively working toward a resolution Century Communities will continue to maintain open communication with our customers and will respond quickly to address any further concerns that may arise

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  When we initially entered into contract with Century to build our home, we did not have concerns over the length of time it would take to begin building.  Furthermore,  we did not expect the groundbreaking of our home to occur until after we closed on our construction loan in January 2016. In September 2015 when we signed our BOYL agreement, our salesperson initially told us that the home would be complete by June 2016.  After closing the construction loan in January, the expectation was that the home would be completed before the end of the Summer 2016.  When we signed our Agreement with Century Communities, we received a “Buyer Process from Purchase to Close”  (attached) in our packet.  Simply stated, the form states that “within 45 days of [the signing of] Sales Agreement, a pre-construction meeting with Builder and Sales Counselor” would  take place.  It should be noted that nowhere in this document does it mention that there is a 90-day start process.  Further, they did not clear our lot until the end of MAY 2016 (see attached email).  This is approximately 5 months after our construction loan closed.  Of the 23 change orders that were processed, approximately 5 were initiated by us.  The remaining 18 change orders were related to changes that had to be made during the building process.  According to our salesperson and Century staff, change orders were  part of their process and many of our selections  could not be made in the showroom.At an additional cost to us, we hired a 3rd party to inspect our home during the different phases of construction.  Having these inspections throughout the process was very important to us.   We believed it would provide us peace of mind during this process.  The pre-pour inspection was arranged prior to the slab pour.  Several deficiencies were found by our independent inspector and should have been corrected prior to the pour.  Our concerns were ignored and the builder moved ahead with the pour in spite of our objections.  Century’s position has been that they felt comfortable with their engineers’ report.  This completely ignores the point that the inspection was for us.   When Century hires someone who works for them, it does not give us, as homeowners, the peace of mind that someone is working for our best interest.    In our Expectation Orientation paperwork,  we are specifically given the right to obtain a 3rd party inspection (see attached), and all deficiencies should have been corrected and addressed prior to the pour. Further, we hired an engineer to review the report and the pictures and we were told that they would be quite concerned about the deficiencies  that were noted in the report as it relates to the integrity of the slab. The plan layout for the kitchen that the builder refers to in his response,  was the direct result of negligence on the part of Century.  There is really no excuse to explain why they framed the wrong kitchen in our home. Unbelievably, after communicating with the builder for several months and requesting dozens of times to look at the final floor plan of the home to verify that the plans were correct, they still framed the wrong kitchen. We have dozens of emails/text messages that can verify the communication regarding our desire to review/obtain FINAL floorplans.  This entire disaster significantly delayed the progress of our home.   When Century states that they tried to” fit a kitchen from one of their plans into a different plan that was in line with our budget”, it is a ridiculous excuse and beside the point.   We contracted to build a custom home.  Century knew from day one that we wanted  a custom home.  Building a custom home requires things to be “customized” to our tastes and wants.  If we communicated that  we  wanted the kitchen depicted in their Crystal Falls model home, then this is what should have been framed and built.   These features should have been depicted in the final floor plans and should have been a seamless process.  During the course of our conversations with their salesperson, we emphasized this fact numerous times and was assured that our home would have the Crystal Falls model home kitchen.   As a result of this incident, the home building process halted completely for 2 additional months.   We do not believe that Century has” handled  all situations reasonably and professionally”. Furthermore, the company has offered no reasonable concession for their carelessness.  To compound matters, the nearly 6 months in delays in the building of our home has occurred through no fault of our own.  We have been paying thousands of dollars for an interest-only construction loan that has matured and requires us to extend.  Century has had no sense of urgency regarding the construction of our home.  If they had, they would have directed all of their resources to finishing our home in a reasonable time period, yet this has not been the case.  We do not believe that delaying the construction start of our home for almost 4 unexplained months after the close of our construction loan was reasonable.  We do not believe that halting the construction of our home for almost 2 months after the slab was poured and after carelessly framing the wrong kitchen was reasonable.  We do not believe that failing to recognize that our home needed a certain size water heater was reasonable - - causing an additional 2-3 weeks delay.  Further, it wasn’t reasonable to install unsafe gas piping throughout our home and force us to pay to remove it.  (see attached).  We believe that in light of the numerous issues that have occurred  during the last 16 months of this process , the disputed amount is correct and reasonable.

Century Communities remains committed to our work on this home, and will continue to deliver the quality craftsmanship and professionalism that we provide to all of our homeowners.We have kept the homeowners updated regarding our timeline throughout the project. However, we have been made aware that the homeowners have provided false information to our preferred lender to claim that the house would be completed within 30 days. We’ve been clear that, due to weather and the construction schedule, the home will not be finished during the time frame that the homeowner has communicated to lenders. Again, in our years of experience, we find that the most efficient and effective building process is to allow the building team to complete its work in the proper order, as many concerns are resolved in the later stages but prior to completion. While we do encourage open communication with our homeowners and aim to address relevant concerns upfront, a high volume of concerns and change orders can interrupt the building process and timeline. Once the house is finished, we will work with the homeowners on a punch list of items they would like updated prior to moving in. However, we do ask for our homeowners to allow us the opportunity to complete our work before a high volume of concerns and change orders are presented to us. We stand behind our quality work and the professionalism of our team, and therefore will not provide additional credit beyond the accommodations we’ve already provided over the course of our work on this home.

Complaint: [redacted]
I am rejecting this response because:Century Communities has not made any attempt whatsoever to contact us to resolve this dispute since the complaint was submitted on December 21, 2016.   The organization's response to this complaint is disingenuous.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:These comments are preposterous.  We have never provided false information to our lender.  As a matter of fact, our lender has been communicating with our builder and keeping us informed of projected completion dates.  It is very clear that there is a major disconnect between the information Mr. Adib is receiving from members of Century's staff and what his staff has been communicating to us.  Mr. [redacted]  does not seem to be aware of the messages being communicated to us..  Since it is apparent that he  is blatantly misrepresenting such messages, how can you find any validity in what he is telling you? Please see attached emails, noting dates and times that they were sent. 
Regards,
[redacted]