Imagine Homes

An Imagine Homes customer service representative will schedule an appointment to bring an electrician to check the breaker for the hvac unit The hvac system has been inspected and verified to be operating properly as designed in the recent past This home has a SEER system that was designed for the load using the form [redacted] with ducts sized using Manual S The unit design is sized to not only heat and cool the home, but control humidity as well With higher efficiency systems, run time is important to keep the coil cool and remove humidity Based on the designed parameters for South Texas summers, on days in the 90's or near degrees, the unit is designed to run full time This is the most efficient operation of the system similar to a car getting better gas mileage on the highway compared to stop and start in town As part of the Energy Star certification process, a third party energy rater reviewed the design and performance testing of the system also.It would be helpful to know the desired temperature setting on the thermostat for which the "system struggles to cool the home" and the kWh electric usage with date range from a few months utility bills so the information can be compared to the home energy raters report for the home

We are sorry to hear the complaint filed by the ***. The design fee referenced by Mrand Mrs*** is a fee collected in order to engage a designer, estimator and contractors to prepare and price one of a kind custom features for a home they expressed interest to build. The fee
covers a fraction of the cost involved in the process and is much less than would be required to retain and architect to design a custom home. We do offer hundreds of standard options for our customers to include to customize their homes for which no fee is requested up front and it is ultimately the homebuyers choice as to what to include in their home to arrive at the desired price. However, we do partially offset the cost of plans and pricing through the process covered in the Plan Fee Policy Acknowledgement signed by Mrand Mrs*** (copy attached). They were aware that the fee is non-refundable regardless of whether the changes are accepted and contract to build a home ensues. We are not sure what is included in the costs that are stated by the *** at $630,because the total of the house price, plus standard options and custom options prepared exclusively for the *** as initiated by the plan design fee, were much less. A follow up meeting to review and discuss was requested by the sales person, Scott, during the week of March 28th but was not scheduled by the ***

An Imagine Homes customer service representative will schedule an appointment to bring an electrician to check the breaker for the hvac unit.  The hvac system has been inspected and verified to be operating properly as designed in the recent past.  This home has a 15 SEER system that...

was designed for the load using the form [redacted] with ducts sized using Manual S.  The unit design is sized to not only heat and cool the home, but control humidity as well.  With higher efficiency systems, run time is important to keep the coil cool and remove humidity.  Based on the designed parameters for South Texas summers, on days in the 90's or near 100 degrees, the unit is designed to run full time.  This is the most efficient operation of the system similar to a car getting better gas mileage on the highway compared to stop and start in town.  As part of the Energy Star certification process, a third party energy rater reviewed the design and performance testing of the system also.It would be helpful to know the desired temperature setting on the thermostat for which the "system struggles to cool the home" and the kWh electric usage with date range from a few months utility bills so the information can be compared to the home energy raters report for the home.

The homeowner signed a change order to stain the deck on the new home with a [redacted] semi-transparent stain which was completed.  However, as stated by the owner, he wanted a darker finish at which time the building supervisor confirmed the correct semi-transparent stain was applied...

and then asked the painter to prepare a sample with another coat of stain.  The owner approved the sample and the additional coat of stain was applied to give a darker solid finish as the owner stated in his complaint, but he states is does not match the sample board prepared by the painter.  Despite installing the correct stain as stated on the approved change order, the owner is not satisfied so we offered to refund the cost charged to stain the deck which the owner declined.  After meeting onsite, the owner would not accept the stain as selected and completed so Imagine Homes in a goodwill gesture will replace the railing to allow the owner to install a stain of his choice.

Complaint: [redacted]
I am rejecting this response because: this is not at all what happened. we did sign this form, but before we did we told [redacted] that if was not going to be in the parameters of the $550,000 budget that we are wasting each other time and my money. He assured us that we would be in the price range we discuss no problem. This is a classic case of bait and switch. You tell someone something to get them in and take their money and then come back with over a $100,000 more in price. Also the first email when [redacted] wasn't even half way done with quote we told him he was way over budget and we need not go any further. He continued to price out the home to make sure he would get the $750 and then afterward denied that what he originally told us the range of price we would be in and blamed it on us when we are not the one that prices out the home he is and he should know with his expertise that we were not going to be anywhere close to the range of price promised. Then he got rude with us again in his last email for no reason at all. This is not only stealing peoples money but also lying and being rude to the customer. This is what you call good customer service. And i'm still in shock that not even the manager would call us back because she wrote several emails explaining that they did nothing wrong and also saying she didn't have time to call us, but she had plenty of time to write an email. Not at anytime did she call us to get our side or the story. WOW!! That's great customer service. I will make it a point to everyone I know of my horrible experience with Imagine Homes. I would never fathom treating a customer this way and pulling a stunt like this. You guys should be ashamed of doing this to a customer. This is all principle to us and we are deeply angered. If the measly $750 is that important to your company to stay afloat then keep it. I guess my mistake was believing in customer service which is key in my business. In closing I really hope this message gets read by people reviewing your company as a home option. my opinion to anyone interested in your company is to STAY AWAY! In the meantime I will be contacting my sources to try and make sure this does not happen to anyone else! 
Regards,
[redacted]