McBride and Son Homes

We closed on November 23rd, the front porch and shutters were not done, they delivered the shutters and part of the front porch on November 26th. They came and put up the one piece of railing because the rest was on back order. It is January 10th and my shutters are still laying on the front porch! I have called and called and emailed and every time they act like they have never talked to me and will put in a work order! Honestly how long can it take to put up 5 sets of shutters? I don’t know what to do!

Complaint: [redacted] I am rejecting this response because: You failed to address the underlying issue of the matter The issue is not with the USPS, but with McBride and their failure to disclose the information regarding the lack of mailbox and the resulting mail delivery service Seeing as McBride knew about the CBU mail system since February and we signed our contract on October 2016, there is no excuse to leave the mailbox in the contract It is a misrepresentation of what is promised in the contract Had we known about the mail delivery service before we firmed up on the contract, we would have passed and bought a home elsewhere In the even that we would have wanted to stay in the neighborhood, we would not have paid a lot premium for a lot that is furthest away from the mailbox I appreciate you taking the time to respond Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ The customer and her husband entered into a contract with McBride on February 7, to purchase a homeThey selected the Home Sale Contingency option on page 2, section that states: "If this contingency is not satisfied or waived on or before the Home Sale Date, Seller may in its sole and absolute discretion, terminate this contract, and Seller shall refund to Purchaser all Payments received LESS A $PROCESSING CHARGE." The customers not only signed the contract, but also initialed right next to this specific provision in the contract When McBride received a new contract with no contingencies for this lot, McBride notified the customers of their option to keep the contract in tact by removing their Home Sale ContingencyThe customers were also given the option to transfer the existing contract to a comparable lot in the same communityThe customers chose not to exercise either of these options and the contract was terminated The contract is very clear on the $Processing Charge, it is stated in all capital letters and contains the purchasers' initials right next to the provision in the contractThe contract also makes clear that no other agreements are made between the seller and purchaser outside of the contract and any agreements must be in writing to be effectiveThere is no documentation that McBride told the customers that they would receive the $1,deposit refunded in full Prior to the complaint, McBride had been in contact with the customers and McBride agreed to refund the partial earnest money of $525, per the terms of the contractThis refund is in process

Customer service is extremely important to McBride and McBride strives to give its customers the best possible experience before, during and after the construction of their home In this particular instance, the McBride customer service representative was unaware that the homeowners were in possession of the window in their garage in December The homeowners even completed a 10-month warranty request in February requesting repairs of certain outstanding items and this particular item was not listed on the request When the homeowners called McBride’s customer service representative in late March to request the installation of the window, they requested the install to occur on a specific date Within days of such request, and days before the installation date requested, McBride informed the homeowner that the carpenter was not available on that date and McBride asked the homeowner for additional dates to work toward McBride did not receive a response from the homeowner until days before the filing of this complaint Following receipt of this complaint, McBride has been able to resolve this matter with the homeowner The installation is scheduled to occur within the next few days on a date and time that is mutually convenient to all parties involved Therefore, McBride considers this matter resolved

McBride specifically denies any allegation made by the customer regarding information provided by McBride’s sales manager or any kind of deceptive business practice The customer and McBride entered into a valid and binding contract for the sale and purchase of a residence The contract clearly sets forth specific monetary allowances for flooring and lighting that are more than adequate to provide quality features in the home It is set forth in the contract and explained to the customer, that any additional costs associated with personalized selections that exceed the stated allowances would cause a change order to the contract that the customer is responsible for covering After the contract was signed, the customer informed McBride that he selected specialty flooring, which selections cost in excess of the allowance set forth in the Contract The customer requested McBride to provide him with an additional monetary flooring allowance due to his personalized specialty selections, at no cost to him When McBride was unable to provide additional monetary incentives to this customer, the customer informed McBride that he would not move forward with his purchase of the residence This action constitutes a default by the customer Pursuant to the terms of the contract, upon a default by the customer, McBride has the right to either terminate the contract and retain any and all payments made by the customer, in addition to other rights and remedies set forth in the contract, or require the customer to perform according to the terms of the contract and proceed to closing on the purchase of the residence McBride has attempted to work with this customer on several occasions to resolve these outstanding issues, but has received resistance to the point where McBride feels it is in the best interest of both parties to terminate the contract McBride has every right to enforce the terms and provisions of the contract by terminating the contract and retaining the payments made by the customer, all per the clear and precise terms of the contract

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Being employee-owned, customer service is extremely important to McBride McBride strives to give its customers the best possible experience before, during and after the construction of their home A McBride representative has personally inspected the concerns and has been in contact with this customer As signed and initialed by the homeowner in the sales contract, exterior concrete is not a warrantable item as the concrete is susceptible to cracking for various reasons The cracks that were personally inspected by a McBride’s representative were located at scored areas specifically designed to crack as a form of control of larger-scale cracking The design and the cracks occurring at these scored areas are in exterior concrete The driveway is functioning as designed These exterior concrete cracking concerns are not warrantable items McBride agrees to monitor any ongoing cracking concerns the homeowner may continue to experience

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ McBride specifically denies any allegations made by the customer of improper business practices, improper customer service and misinformation being provided by a McBride representativeMcBride strives to obtain customer satisfaction and has built a strong reputation with its customers in the areaThe customer and McBride entered into a valid and binding contract which McBride has every right to enforce and which McBride intends to enforceMcBride has worked with this customer through several meetings over a significant period of time and through several changes requested by the customer, including changes to the specific lot, and even the subdivision, that the customer wantedMcBride worked with the customer and resolved all outstanding construction issues with this particular homeMcBride constructed the home according to all applicable codes and ordinances governing residential construction and subject to inspections by the applicable City/County building code and permit officialsThe customer defaulted under the terms of the contract by refusing to close on the closing date specified in the contractMcBride has endured significant time and expense with this customer including our sales representative's time in drafting several contracts and changes, and having this home off the market for the last two months and not available to potential new buyersPursuant to the terms of the valid and binding contract, McBride intends to pursue legal action to cause this customer to perform his obligations under the contract

Complaint: [redacted] I am rejecting this response because:The customer service rep ( [redacted] ) WAS aware that we had the windowThe first time the window was discovered and mentioned to [redacted] was on September 1, I received this email from her on Oct5, "I’m going to have Great Central repair/replace the j channel on all sides of that window .You won’t need to be home for the repair I will request they get completed asap, weather permitting." This next email was sent on 11/11/15, "We had a few of our subcontractors review the damaged bathroom window They both agreed that it would be best to replace the window I have it on order I would think it’s going to take a week or two for delivery Once I get an eta on the delivery, I will follow up with you on scheduling." I had sent the month walkthrough repair list on Janand this was listed on my email: Trim around master bathroom window totally falling (noted and supposedly being repaired, window was dropped off and is waiting to be replaced, it's in our garage)I had also sent another email to [redacted] on March 25, "Hi ***, We are still waiting for someone to come replace the bathroom windowIt is a huge window that was delivered in Decand is being stored in our garageIt makes me really nervous because we have kids and I don't want anything happening to the windowDo you know when it will be replaced? Thank you."She emailed me on March 28, "HI [redacted] , I can schedule the window install approxweeks out, M-F, either 8-or 12- I apologize for the delay with this I was not notified by the vendor that it was delivered Please let me know if you have any days that might work for the install."On March 28, I emailed her a date that works and April she responded and said he was too busy that daySo, I emailed her back April and gave her different dates that'd work, and on the 8th she wrote, "Could we go into the following week at all for the window?"I wrote her back on April 8, "The week of the 18th we can do anytime any day except for Wednesday morningDo you know why it's taking so long the window was delivered in December?"I never heard back from her, so I emailed on April 26, "***, I have left you a vm and sent emails to which I have not received a responseI have a giant bathroom window leaning against the wall in my garage (since December) and it NEEDS to be replacedI have given lots of availability and haven't heard backI contacted the Revdex.com this morning because I am at a loss of what to do."Friday, April 8, the carpenter stopped by unexpectedly to check out the window and was surprised it was in our garageHe was shocked at how bad the window looked and how high up they'd have to go to install the new windowHe said they would need scafolding and didn't know that and that he himself kept trying to get a hold of [redacted] and wasn't getting through and said he didn't know what to tell meHowever, he was the friendliest person I've ever met in the companyAt the month walk through it WAS discussed that the window was part of the repairs needed and agreed uponIt was supposed to be in the process of being scheduled, so it was not NOT mentioned Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Our house, is one of the first houses built with the Honeywell air monitoring system in addition to the added insulation on the basement wallsMcBride has already confirmed in writing that the Honeywell system is not operating as designed This system, installed by McBride, is opening a damper allowing hot humid air to be drawn into our home the entire summer anytime the fan is running for the air conditioning systemThe air conditioning system is not designed to remove the amount of moisture the Honeywell system is allowing into the homeAnd once again, McBride has already told us in writing that the system is not operating correctlyThe excuse that it is the homeowners responsibility to keep the home dry is an insultEven with the industrial dehumidifier McBride brought into the home in an attempt to dry out the air is not able to keep the humidity below 50% which is the minimum required to prevent mold growthMcBride is attempting to pass the financial burden of the mold remediation and damage off onto our insurance carrierMcBride installed a system, that is not working correctly and has caused permanent damage to our home Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: all information given by the McBride is falseThe contract does not any where states that they can keep all the money from a customer Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: a meeting was scheduled however nothing has been corrected yet Sincerely, [redacted]

The customer alleges that McBride failed to deliver a less than satisfactory product and some of McBride’s trade partners are less than qualified McBride denies these allegations McBride continually delivers quality homes to homebuyers in many, many subdivisions in the region The customer visited a display home on a project in the City of StLouis in order to view the layout and display only, the customer did not intend to and did not purchase a home in that community The customer expressed dissatisfaction with some of the materials and trade partners used on the project where the customer had no intention of purchasing a home Rather, the customer intended to purchase a home in StCharles County A McBride representative explained to the customer that different municipalities require different architectural elements, materials and/or contractors in order to comply with their building code and City/County ordinances A McBride representative continued to explain that the home in StCharles County that he intended to purchase would be governed by an entirely different set of architectural guidelines and codes than the home he visited in the City of StLouis At no time did McBride question the integrity or craftsmanship of any of its trade partners In any event, following receipt of this complaint, McBride reached out to this customer again and amicably resolved this matter to the mutual satisfaction of both parties McBride has always, and continues to, strive to obtain customer satisfaction and has built a strong reputation with its customers and trade partners in the area McBride believes this matter to be fully resolved

Initial Business Response /* (1000, 5, 2015/07/06) */
McBride specifically denies any allegation made by the homeowner regarding McBride's failure to provide courteous customer serviceMcBride takes pride in its work, has an outstanding reputation and strives to obtain customer satisfactionIn
this instance, McBride was not given the opportunity to inspect or repair any leak that may have occurred with a pipe in this homePursuant to the warranty provided to the homeowner at closing, a claim should have been submitted immediately upon the owner discovering a deficiency with the homeUpon receipt of such notice, McBride would have sent a representative to inspect the situation and, if it was determined to be a "Deficiency" as defined in the warranty, McBride would have caused a plumber to repair the deficiency at no cost to the homeowner or to McBrideInstead of following the recommended procedure, this homeowner chose to bypass McBride and use an outside plumbing contractor of her choosingMcBride did not have an opportunity to inspect the pipes and, therefore, McBride is unable to confirm the existence or cause of the leaky pipeMcBride cannot be responsible for a repair bill from an outside plumber given these circumstancesThis information and response was relayed to the homeowner in a timely, professional manner and, therefore, McBride does not intend to pursue this matter any further

Initial Business Response /* (1000, 5, 2015/11/13) */
McBride disputes the allegations that this piece of siding was improperly installedMcBride takes pride in providing a quality home to its customersThis homeowner is not the original homeowner and, therefore, there was no contract between
the homeowner and McBride and no warranty was provided to this homeowner by McBrideEven though McBride has no obligation to do so, McBride is working with the homeowner to have this piece of siding replacedMcBride has relayed this information to the homeowner and is in the process of having the work completedMcBride does not intend to provide any further work for this homeowner

Customer service is extremely important to McBride, and McBride strives to give its customers the best possible experience before, during and after the construction of their homeYet, in the present case, the homeowner’s doors are no longer under warranty and McBride denies the allegations
contained in the complaintHowever, while under no obligation to do so, McBride has been in contact with the homeowner and is willing to work towards the amicable resolution of this matterMcBride’s door distributor plans to meet at the property and inspect the homeowner’s doors to determine what, if any, repairs are necessaryMcBride, with the homeowner’s continued cooperation and communication, is working to resolve this matter

A McBride representative, along with representatives from three of McBride’s contractors, met the homeowner at his home to inspect the area of the pipes that were the subject of the homeowner’s request for additional service. In an effort to resolve this homeowner’s concerns and achieve the level of customer satisfaction that McBride strives to achieve, McBride agreed to provide some additional insulation in this area to provide the pipes more protection from the weather. The homeowner agreed to the plan proposed by McBride and the work will be scheduled to be completed in the next few days. McBride believes this issue to be resolved upon completion of the additional insulation being installed

McBride specifically denies any allegations made by the
customer of misinformation being provided by a McBride representative or a lack
of quality customer service. McBride
strives to obtain complete customer satisfaction and McBride has built a strong
reputation with its customers in
the area.
In the contract between this customer and McBride, the customer was specifically
given the option to have a survey performed on the property, as is custom and
practice in Illinois. This customer
denied the opportunity to get a survey by placing her initials in the “decline”
area under this option in the contract.
Any issues related to the customer not knowing the exact boundary lines
of the property could have been prevented if a survey was performed. In addition, this customer first wrote a
contract to purchase this lot in September of 2014, and did not close until
July 26, 2016. Therefore, this customer
was familiar with this lot and the existence of the trees and bushes for almost
years prior to closing. McBride has
spoken with this customer several times about this issue and has now reached an
understanding with her that is mutually acceptable to both parties. Therefore, McBride considers this complaint
to be amicably resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, but our issue has not been resolved yet. We have a meeting with McBride at our home next week where we will discuss what needs to be done to resolve this matter to our satisfaction
Sincerely,
*** ***

Being employee-owned, customer service is extremely important to McBride. McBride strives to give its customers the best possible experience before, during and after the construction of their home. The United States Postal Service (USPS) dictates what type of mailbox units are allowed in
each subdivision. In correlation with a recent decision to start using a cluster box unit (CBU) in new subdivisions, the USPS required McBride to install a CBU for all the owners in this subdivision. It is not a choice that McBride is able to make for its customers, it is mandated by the USPS. McBride installed this CBU in a convenient location in the subdivision providing quick and easy access on the way in or out of the subdivision (including parking spaces next to the CBU), eliminating the need for any owner to make a separate trip to the CBU or drive to a location outside of their route. McBride has had numerous conversations with this customer and continues to work with this customer to resolve his outstanding concern