Lombardo Homes of St Louis

Complaint: [redacted] I am rejecting this response because: Your response is nothing short of what we expectedYou simply lack responsibility for your actions, and for that it shows that everything we stated is true about LombardoWe will make sure by letting everyone we possibly can to stay clear from building with Lombardo Sincerely, [redacted] ***

We are disappointed that we faced this challenge with our customer as well.? We verified what we sold to them was correct, and we verified that the crown molding and cabinet color did match when the material is place in the same position with the same lighting.? I would like to note that we did this with the manufacture present? We do feel like we addressed their concerns on several different occasions throughout the process.? We did a walk-through on the home, a final sign-off on the home and we made weekly progress calls to this customer throughout the entire build process.? We do feel like what the customer is seeing is a shadowing effect because the crown molding sits at an angle to the cabinets.? We have been in contact with this customer before and after closing.? Most recently, we contacted them again Thursday April 19th, and Friday April 20th, 2018.? We have no record of this concern being a global issue as the customer described.? We explained to the customer again today that we delivered them the kitchen they purchased at the quality and color expected from the manufacturer.? We would like to thank our customer for their business and we look forward to a long, and positive relationship with them

Complaint: ***
I am rejecting this response because:
First of all my wife did not build this home aloneShe built it with me, her husbandEvery decision, conversation had was communicated between the two of usUnfortunately for her she had to endure the brunt of your hostility, harassment, and horrible customer service alone due to my work scheduleMy wife is highly intelligentShe holds two degrees, a cosmetology and BBAShe has owned and operated a highly successful business for years WE find your accusations to be slandering and a deformation of her characterPut your words into actions and that is exactly how Lombardo treated herShe is looked up to for her wisdom, from family, friends, colleagues, co-workers, community etcShe was to smart for you, and her tolerance for your ignorance was non-existentThe only time the word stupid was used was when she referred to herselfDuring a two hour argument about granite that was clearly cracked, she told you *** *** that she wasn’t stupid and born yesterday, that she knew the difference between a cracked damaged slab verses a natural flawYou then told her she was unreasonable, childish and acting like a bratShe the called you, *** *** a “***.” The manor in which you think she used the word is incorrectThe context she used it in means, mean, or contemptible person, especially a manThat is in the dictionaryYou cant treat people the way you do and not expect them to stand up for what is rightYour construction manager called her a snob, and that people who live in houses like ours are rich snobs, your sales person *** witnessed thatWE have never once threatened LombardoDue to the fact of your lies, bait and switch scheme we asked amicably three times to release us from our contractLombardo THREATENED us by saying that they would not refund our 53,dollars and charge us dollars a day if we didn’t closeYour statement about us “suing” other builders is a lie, you of all should know because those contracts are written to protect the builder, not the CUSTOMERIt is impossible to “sue” a builder while under contractHow do we know, because we had to consult with an attorney on THIS buildWe have built four homes and we have never dealt with such an awful experience prior to closingIt is no wonder Lombardo went out of business in IndianaWe should have listened to all our unhappy friends that had built with you in IN So before you make accusations, make sure you have your facts straightAfter a new construction house is closed on, a person can seek litigation WE never expected or asked for a thing that wasn’t included in our contractThere was a discrepancy from the beginning on pricing, which a issue I’m not going to get into hereNever once did you disclose any information about grading and how we would have a foot drop off our Craftsmen elevation porch or that adding a retaining wall would be our expenseAdding a railing was not an option because it would have changed the look of the elevation we chose and it wasn’t in the plan of the home Had we been told upfront we would have picked a different elevation or lot After another several hours argument, it wasn’t until our son fell right in front of you that you agreed to put in a retaining wall for safetyThe wall looks fabulous from the street but you didn’t achieve the overall goal which was SAFETYThe wall sits to the front more not the side where we discussed it needed to goThe fact is we are sure you have engineers that can forsee these issues, Lombardo just chose not to disclose themAlso same kind of issue for the back yardFirst of all, the first problem is because one of the three lookout windows somehow ended up in the back instead of on the side like the plan we saw showedThat created a completely different gradeHad we known, again we would not chose this lotNow because of that mistake, it drastically changed our grading in the backOur inspector feels we will now have serious erosion problems sooner than later Our inspector was well aware that there was to be sod put downLombardo’s response to the inspection report was of that they DON’T have to fix anything that comes back on the reportLombardo said that erosion is a home owner issue! Lombardo never asked for clarification from the inspector about this issueYou received a full copy of the report with the inspectors name on the front cover in bold print with his contact infoIf Lombardo really cared you would have reached out to himWhen we asked to speak to your third party engineer to ease our minds, you told us noLastly, you believe the measure of a company should not be taken when things go well, but instead how a company acts to adversityPractice that, because we did not experience that with Lombardo HomesHow you treated us was with disrespect and distainMaybe you get away with treating others the way you treated usMaybe no one speaks up because you try to intimidate or they are afraid it will affect the outcome of their homeIn some issues it affected us, like not moving a light that is clearly in the wrong spot per electrical plan, and model homeBut *** *** said it best himself when my wife said the “ customer is always right” and *** *** said” NO THEY ARE NOT”You didn’t want to move the light because you wanted to be controlling and being spiteful! You put the wrong grout in, we compromised and kept your mistakeThere was no compromising on Lombardo’s endWe obviously still have some pending issues, the biggest is the erosion, and that’s a matter of not maybe but when! There are lots of small issues not mentioned on here that I’m handy enough to fixIf you truly thrive on your customer service, then only time will tellWe do love our home, the harassment and disrespect we endured to get us here will never be forgottenHave a day you deserve. *** * ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Your response is nothing short of what we expectedYou simply lack responsibility for your actions, and for that it shows that everything we stated is true about LombardoWe will make sure by letting everyone we possibly can to stay clear from building with Lombardo.
Sincerely,
*** ***

We respectfully disagree with your assessment on many different levelsWe are disappointed that we have faced some challenges during this process, but we also believe we have gone above and beyond to address your concerns. We wish nothing but the best to you and your family!

Initial Business Response /* (1000, 5, 2015/05/26) */
We have been in contact with our customer all during the warranty period and now afterThe original request of correcting drain tile was disturbed by homeowner during their attempt to install a retaining wall by themselvesThere was no record
of said concern prior to the excavation in area of the retaining wall
Regarding the sub panel in basement, customer has added a pool and were prepping for a future basement, because of this there electrician filled up remaining space in electrical panel supplied by builderThe electrician did the correct thing by wiring up circuit in new sub-panel rather than disconnecting what we originally installed to complete warranty work
A resolution was reached on 5/15/In good faith Lombardo Homes offered to help correct drain tile issue and reimbursed portion of sub panel costs
Lombardo Homes is committed to our customers' satisfactionWe firmly believe the measure of a company should not be taken when things go well, but instead how a company reacts to adversityWe are disappointed that we have faced some challenges during this process but we also believe you will see that we will do what is right to maintain high customer satisfactionThank you for your business and we look forward to a long, positive relationship with you

Complaint: ***
I am rejecting this response because:
First of all my wife did not build this home aloneShe built it with me, her husbandEvery decision, conversation had was communicated between the two of usUnfortunately for her she had to endure the brunt of your hostility, harassment, and horrible customer service alone due to my work scheduleMy wife is highly intelligentShe holds two degrees, a cosmetology and BBAShe has owned and operated a highly successful business for years WE find your accusations to be slandering and a deformation of her characterPut your words into actions and that is exactly how Lombardo treated herShe is looked up to for her wisdom, from family, friends, colleagues, co-workers, community etcShe was to smart for you, and her tolerance for your ignorance was non-existentThe only time the word stupid was used was when she referred to herselfDuring a two hour argument about granite that was clearly cracked, she told you *** *** that she wasn’t stupid and born yesterday, that she knew the difference between a cracked damaged slab verses a natural flawYou then told her she was unreasonable, childish and acting like a bratShe the called you, *** *** a “***.” The manor in which you think she used the word is incorrectThe context she used it in means, mean, or contemptible person, especially a manThat is in the dictionaryYou cant treat people the way you do and not expect them to stand up for what is rightYour construction manager called her a snob, and that people who live in houses like ours are rich snobs, your sales person *** witnessed thatWE have never once threatened LombardoDue to the fact of your lies, bait and switch scheme we asked amicably three times to release us from our contractLombardo THREATENED us by saying that they would not refund our 53,dollars and charge us dollars a day if we didn’t closeYour statement about us “suing” other builders is a lie, you of all should know because those contracts are written to protect the builder, not the CUSTOMERIt is impossible to “sue” a builder while under contractHow do we know, because we had to consult with an attorney on THIS buildWe have built four homes and we have never dealt with such an awful experience prior to closingIt is no wonder Lombardo went out of business in IndianaWe should have listened to all our unhappy friends that had built with you in IN So before you make accusations, make sure you have your facts straightAfter a new construction house is closed on, a person can seek litigation WE never expected or asked for a thing that wasn’t included in our contractThere was a discrepancy from the beginning on pricing, which a issue I’m not going to get into hereNever once did you disclose any information about grading and how we would have a foot drop off our Craftsmen elevation porch or that adding a retaining wall would be our expenseAdding a railing was not an option because it would have changed the look of the elevation we chose and it wasn’t in the plan of the home Had we been told upfront we would have picked a different elevation or lot After another several hours argument, it wasn’t until our son fell right in front of you that you agreed to put in a retaining wall for safetyThe wall looks fabulous from the street but you didn’t achieve the overall goal which was SAFETYThe wall sits to the front more not the side where we discussed it needed to goThe fact is we are sure you have engineers that can forsee these issues, Lombardo just chose not to disclose themAlso same kind of issue for the back yardFirst of all, the first problem is because one of the three lookout windows somehow ended up in the back instead of on the side like the plan we saw showedThat created a completely different gradeHad we known, again we would not chose this lotNow because of that mistake, it drastically changed our grading in the backOur inspector feels we will now have serious erosion problems sooner than later Our inspector was well aware that there was to be sod put downLombardo’s response to the inspection report was of that they DON’T have to fix anything that comes back on the reportLombardo said that erosion is a home owner issue! Lombardo never asked for clarification from the inspector about this issueYou received a full copy of the report with the inspectors name on the front cover in bold print with his contact infoIf Lombardo really cared you would have reached out to himWhen we asked to speak to your third party engineer to ease our minds, you told us noLastly, you believe the measure of a company should not be taken when things go well, but instead how a company acts to adversityPractice that, because we did not experience that with Lombardo HomesHow you treated us was with disrespect and distainMaybe you get away with treating others the way you treated usMaybe no one speaks up because you try to intimidate or they are afraid it will affect the outcome of their homeIn some issues it affected us, like not moving a light that is clearly in the wrong spot per electrical plan, and model homeBut *** *** said it best himself when my wife said the “ customer is always right” and *** *** said” NO THEY ARE NOT”You didn’t want to move the light because you wanted to be controlling and being spiteful! You put the wrong grout in, we compromised and kept your mistakeThere was no compromising on Lombardo’s endWe obviously still have some pending issues, the biggest is the erosion, and that’s a matter of not maybe but when! There are lots of small issues not mentioned on here that I’m handy enough to fixIf you truly thrive on your customer service, then only time will tellWe do love our home, the harassment and disrespect we endured to get us here will never be forgottenHave a day you deserve. *** * ***
Sincerely,
*** ***

Lombardo Homes is committed to our customers' satisfactionWe firmly believe the measure of a company should not be taken when things go well, but instead how a company reacts to adversityWe are disappointed that we have faced some challenges during this process but we also believe you will see
that we will do what is right to maintain high customer satisfaction.Sealing exterior concrete is considered home owner maintenance and does not require yearly maintenanceWe applied a clear sealer prior to closing and there were some uncontrollable color variationsOur customer voiced some concern about the color variations and it was agreed upon by all parties that as a courtesy we would apply a tented sealer that would need to be maintained, and we didIn the middle of June of we were at our customer's home to review a different concernAt that time, they had brought to our attention that they were some very light spots where in the tented sealerWe explained that this is part of homeowner maintenance and they would need to reseal the drivewayHowever, as a courtesy we applied the sealer for the homeownerOn 3/23/our customer contacted us regarding his driveway and we set an appointment for 3/28/to review his concernAt that meeting it was explained that the homeowner would be responsible for the maintenance of the exterior concreteAs a courtesy on 3/28/we offered to give them gallons of sealer that they could apply and that was rejected by the homeowner

Lombardo Homes is committed to our customers' satisfactionWe firmly believe the measure of a company should not be taken when things go well, but instead how a company reacts to adversityWe are disappointed that we have faced some challenges during this process but we also believe you will see
that we will do what is right to maintain high customer satisfaction.We agree with this customer that the garage floor needs to be replaced to do settling not defective concreteIt is not uncommon for us to place exterior concrete on hold during the winter monthsWe apologize if this wasn't communicated clearlyWe are committed to completing the replacement of the garage floor under the warranty and fixing a shutter and shower as a courtesyAll work is scheduled for 4/4/

Lombardo Homes is committed to our customers' satisfactionWe firmly believe the measure of a company should not be taken when things go well, but instead how a company reacts to adversityWe are disappointed that we have faced some challenges during this process but we also believe you will see
that we will do what is right to maintain high customer satisfaction.We agree with this customer that the garage floor needs to be replaced to do settling not defective concreteIt is not uncommon for us to place exterior concrete on hold during the winter monthsWe apologize if this wasn't communicated clearlyWe are committed to completing the replacement of the garage floor under the warranty and fixing a shutter and shower as a courtesyAll work is scheduled for 4/4/

We respectfully disagree with your assessment on many different levelsWe are disappointed that we have faced some challenges during this process, but we also believe we have gone above and beyond to address your concerns. We wish nothing but the best to you and your family!

ID: *** Lombardo Homes is committed to our customers’ satisfaction. We firmly believe the measure of a company should not be taken when things go well, but instead how a company reacts to adversity. We are disappointed that we have faced some challenges during this process
but we also believe you will see that we will do what is right to maintain high customer satisfaction. Prior to sale and starting of the home we review overall lot layout by walking the lot and review grade illustrations of similar lot types to set expectations of what the final grades will look like at time of completionsThe inspector pointed out two areas of concern. The first being future erosion issues if the lot was not being permanently stabilized. It is our belief that the inspector was not aware that sod would be installed on the lot prior to closing. The installation of sod permanently stabilizes the grading for future erosion. As a best practice across all Lombardo Homes neighborhoods we hire a third-party engineer to verify the grading of the lot is within the overall grading plan for the neighborhood. We have an engineered letter stating this grade is accurateSod was installed prior to closingWe would also like to mention that we asked for clarification from the inspector and no further information was presentedThe second concern was at the end of the porch that had a grade transition from right to left. We had three options to address this area, add a railing, raise the grade and or add a retaining wall. We understood from the customer that adding a rail was not something they would like, I think it is important to point out that this was the recommendation of their inspector as well. Knowing that the additional railing was not going to be accepted we raised the grade at the porch and installed a small retaining wall on the back side of the area. We met the customer out there and they were still unhappy with the outcome. At that time, we agreed to go above and beyond and added a decorative landscaping wall for no additional cost to alleviate their concerns with safety. The landscaping wall was installed prior to closing. In our professional opinion, we addressed the concern for safety and took care of any misunderstanding of how the grade was explained at time of our pre-construction meeting. As it relates to the other miscellaneous items mentioned we set the expectations at the time of their inspection that we are still fine tuning the home and we will address all items identified from there and our inspections. We feel we have done that and went above and beyondLastly, which I believe is the most important thing to address here is the harassment we were subjected to from the customer. Her tactic of communication was often threatening in nature, childish, and lacked fact. Several times she was heard over the phone belittling our staff and threatening to cancel the contractPhrases like ‘you are stupid” were not uncommon to hear from herPeople at the highest levels within Lombardo had to step in several times to remind her to be respectful in her dealings with us. Most recently she made a remark calling one of our employees a male body part. She had made mention on several occasions that this is what she does to get what she wants and has sued several builders. She also made mention on multiple occasions that she does not care what the contract says in terms of included features and rights of each party within the contract. Without the contract to guide both parties on what has been agreed too, it is impossible for us as a company to understand what the customer expectsWe are VERY confident we have fulfilled our obligations and then some. In the end, given the hostel environment and the repeated harassment from this client, we are extremely proud of how our people handled this situation and feel very proud of the home we built for their family.

We are disappointed that we faced this challenge with our customer as well.? We verified what we sold to them was correct, and we verified that the crown molding and cabinet color did match when the material is place in the same position with the same lighting.? I would like to note that
we did this with the manufacture present? We do feel like we addressed their concerns on several different occasions throughout the process.? We did a walk-through on the home, a final sign-off on the home and we made weekly progress calls to this customer throughout the entire build process.? We do feel like what the customer is seeing is a shadowing effect because the crown molding sits at an angle to the cabinets.? We have been in contact with this customer before and after closing.? Most recently, we contacted them again Thursday April 19th, and Friday April 20th, 2018.? We have no record of this concern being a global issue as the customer described.? We explained to the customer again today that we delivered them the kitchen they purchased at the quality and color expected from the manufacturer.? We would like to thank our customer for their business and we look forward to a long, and positive relationship with them

Complaint: [redacted]
I am rejecting this response because: Your response is nothing short of what we expected. You simply lack responsibility for your actions,  and for that it shows that everything we stated is true about Lombardo. We will make sure by letting everyone we possibly can to stay clear from building with Lombardo. 
Sincerely,
[redacted]

Lombardo Homes is committed to our customers' satisfaction. We firmly believe the measure of a company should not be taken when things go well, but instead how a company reacts to adversity. We are disappointed that we have faced some challenges during this process but we also believe you will see...

that we will do what is right to maintain high customer satisfaction.Sealing exterior concrete is considered home owner maintenance and does not require yearly maintenance. We applied a clear sealer prior to closing and there were some uncontrollable color variations. Our customer voiced some concern about the color variations and it was agreed upon by all parties that as a courtesy we would apply a tented sealer that would need to be maintained, and we did. In the middle of June of 15 we were at our customer's home to review a different concern. At that time, they had brought to our attention that they were some very light spots where in the tented sealer. We explained that this is part of homeowner maintenance and they would need to reseal the driveway. However, as a courtesy we applied the sealer for the homeowner. On 3/23/16 our customer contacted us regarding his driveway and we set an appointment for 3/28/16 to review his concern. At that meeting it was explained that the homeowner would be responsible for the maintenance of the exterior concrete. As a courtesy on 3/28/16 we offered to give them 5 gallons of sealer that they could apply and that was rejected by the homeowner.

ID: [redacted]   Lombardo Homes is committed to our customers’ satisfaction.  We firmly believe the measure of a company should not be taken when things go well, but instead how a company reacts to adversity.  We are disappointed that we have faced some challenges during this process...

but we also believe you will see that we will do what is right to maintain high customer satisfaction.  Prior to sale and starting of the home we review overall lot layout by walking the lot and review grade illustrations of similar lot types to set expectations of what the final grades will look like at time of completions. The inspector pointed out two areas of concern.  The first being future erosion issues if the lot was not being permanently stabilized.  It is our belief that the inspector was not aware that sod would be installed on the lot prior to closing.  The installation of sod permanently stabilizes the grading for future erosion.  As a best practice across all Lombardo Homes neighborhoods we hire a third-party engineer to verify the grading of the lot is within the overall grading plan for the neighborhood.  We have an engineered letter stating this grade is accurate. Sod was installed prior to closing. We would also like to mention that we asked for clarification from the inspector and no further information was presented. The second concern was at the end of the porch that had a grade transition from right to left.  We had three options to address this area, add a railing, raise the grade and or add a retaining wall.  We understood from the customer that adding a rail was not something they would like, I think it is important to point out that this was the recommendation of their inspector as well.  Knowing that the additional railing was not going to be accepted we raised the grade at the porch and installed a small retaining wall on the back side of the area.  We met the customer out there and they were still unhappy with the outcome.  At that time, we agreed to go above and beyond and added a decorative landscaping wall for no additional cost to alleviate their concerns with safety.  The landscaping wall was installed prior to closing.  In our professional opinion, we addressed the concern for safety and took care of any misunderstanding of how the grade was explained at time of our pre-construction meeting.  As it relates to the other miscellaneous items mentioned we set the expectations at the time of their inspection that we are still fine tuning the home and we will address all items identified from there and our inspections.  We feel we have done that and went above and beyond. Lastly, which I believe is the most important thing to address here is the harassment we were subjected to from the customer.  Her tactic of communication was often threatening in nature, childish, and lacked fact.  Several times she was heard over the phone belittling our staff and threatening to cancel the contract. Phrases like ‘you are stupid” were not uncommon to hear from her. People at the highest levels within Lombardo had to step in several times to remind her to be respectful in her dealings with us.  Most recently she made a remark calling one of our employees a male body part.  She had made mention on several occasions that this is what she does to get what she wants and has sued several builders.  She also made mention on multiple occasions that she does not care what the contract says in terms of included features and rights of each party within the contract.  Without the contract to guide both parties on what has been agreed too, it is impossible for us as a company to understand what the customer expects. We are VERY confident we have fulfilled our obligations and then some.   In the end, given the hostel environment and the repeated harassment from this client, we are extremely proud of how our people handled this situation and feel very proud of the home we built for their family.