McBride and Son Homes

Upon receiving this information, McBride called *** and the homeowner to discuss the situation and attempt to reach an amicable resolution for all parties. McBride was successful in its efforts and an agreement has been reached which is satisfactory to all parties involved. With
regard to the landscaping issue that the homeowner asserted, McBride previously left messages for the homeowner in an attempt to discuss the issue. Now that McBride and the homeowner have spoken directly, an agreement has been reached on this issue as well. Customer satisfaction is very important to McBride and McBride strives to maintain a high level of customer service for all of its homeowners

I recently had a home built by McBride and Son and closed in 07/I had some issues with a huge tree on the lot that my home was built onMcBride and Son and I have reached an amicable agreement and I'm pleased with the outcomeMcBride and Son took the time to listen to my concerns and offered a resolution that was fair to meMy file closed with the Revdex.com the day after my conversation with McBride and Son and I didn't get a chance to respond, but needed to take this time to share my positive outcome with McBride and SonThe company genuinely cared about my situation and went above and beyond to ensure that I was satisfied with the outcomeI would like to acknowledge that I would recommend this great company to anyone who is considering a home builder

This matter has been resolved, the project manager has corrected the issues and no further action is neededHe was very understanding and quick to resolve the issue once we spoke.Thank you!*** ***

McBride specifically denies any allegation made by the homeowner regarding McBride’s failure to provide a quality home. The home was constructed in accordance with all local codes and ordinances and the home passed all applicable inspections, including any required electrical and furnace/attic
inspections. McBride takes pride in its work, has an outstanding reputation and strives to obtain customer satisfaction. In this instance, McBride was not contacted about, nor was McBride given the opportunity to inspect or repair, the alleged issues in this complaint. McBride has no record of any contact by this individual in the last years other than one time in which the individual asked a question that has nothing to do with the items mentioned in the complaint. Upon receiving this complaint, McBride reached out to the individual filing this complaint (who was not the original owner that McBride contracted with) and was informed via email that the repairs were already performed. A McBride representative tried contacting this individual by phone in follto the issues raised, and there has been no response from this individual to date. Instead of following the recommended procedure outlined in the warranty booklet provided at closing to the homeowner McBride contracted with, this individual chose to bypass McBride and use an outside contractor of his choosing. McBride did not have an opportunity to inspect the issues and, therefore, McBride is unable to confirm the existence or cause of any alleged issue. Further, given that the homeowner closed on the purchase of the home in 2008, the only remaining warranty on the home includes any structural defect, which these items are clearly not. McBride cannot be responsible for a repair bill from an outside contractor given these circumstances. McBride does not intend to pursue this matter any further

McBride is pleased to have reached a mutually agreeable date and time to have the window installed for this homeowner. Unfortunately, it appears that there has been some miscommunication occurring, however, the matter has been resolved to the mutual satisfaction of both parties involved. As an employee-owned company, customer satisfaction is very important to McBride and McBride will work hard to resolve any outstanding issue and maintain a high-level of customer service to all of its customers

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 roof is 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 matterOn November 15, 2017, McBride’s roofing contractor plans to meet at the property to inspect the roof and determine what, if any, repairs are necessaryMcBride, with the homeowner’s continued cooperation and communication, is working to resolve this matter

Being employee-owned, 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. Pursuant to the contract entered into by and between McBride and the homeowner, the homeowner
is responsible for keeping the residence dry and well-ventilated, and the presence of mold is not a warrantable item under the warranty given to the homeowner. Nevertheless, McBride has been in contact with this homeowner over the last few weeks concerning this matter. As stated by the homeowner in the Complaint, McBride representatives have inspected the home and hired third-party companies to investigate the alleged issues and attempt to determine the cause for any confirmed problems found. McBride is continuing to work with this homeowner through this process of attempting to determine the cause and the applicable next steps to be taken

McBride & Son Homes values customer service and as part of the home buying experience, we complete a month and month inspection with all new homeowners. During one of these inspections, we identified several items with the homeowner that are also reflected in the customer’s
statement. We have addressed each item with the homeowner.The area in the rear yard that was said to be retaining water was caused by the uphill neighbor who installed a rear deck and concrete walkway that redirected the water flow and left silt residue in the area mentioned. This became apparent with the recent heavy rainfall in the past weeks and as a courtesy, we sent our landscape company to repair the area. The grading work is complete, and we are waiting for the sod to be installed as weather permits.The small hole in the front yard around the water meter pit that was identified has been raised and is also waiting on sod to be delivered.We have discussed the vent flaps with the homeowner and explained that it is not uncommon for this type of vent to flap in the wind at certain times and these are installed in all our homes per manufacture specifications.The concrete front porch was identified to have a dip that retained small amounts of water at different times. This has also been corrected per warranty standards.The customer stated the floor joists are different from the display home, and it was explained that the two homes are not the same floor plan and have different requirements for the floor systems. The display home is a two story-home and the customer’s is one-story home. The customer’s home has an engineered TJI Joist floor system installed that is common in the construction industry throughout the country.The final item mentioned in the customer’s statement is regarding the quality of the toilets installed in the home. The customer did pay $additional to upgrade to a Comfort Height toilet All of our toilets are manufactured by Sterling, a Kohler company With this upgrade, the toilet is higher than a standard toilet as well as having an elongated bowl that provides a comfortable use while still meeting the federal mandate of gallons of water per flush. The toilets installed were inspected by a qualified and licensed plumber and found to be working properly

McBride has been in contact with the homeowner and this homeowner has a direct email and phone number for a McBride representative, which should resolve any communication problems the homeowner may have experienced. McBride constructs homes according to all applicable codes and regulations,
which includes any fireproofing, insulation and drywall installation requirements between units. Our customer service department explained to this homeowner that McBride not only strictly adheres to these regulations, but the home is also inspected by the applicable City officials to make sure that the home contains all of the required fireproofing, including insulation and drywall. McBride offered to come out and inspect the home to show the homeowner that the fireproofing exists in her home but she declined. While insulation and drywall lessen sound transmission between shared walls, it does not provide complete sound-proofing. McBride’s contract with the homeowner does not represent that the home will be sound-proof, and McBride’s representatives do not represent this either. Therefore, McBride does not believe there is any further action to be taken in this matter

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 3 days of such request, and 10 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 2 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.

Initial Business Response /* (1000, 5, 2015/07/08) */
The customer and her husband entered into a contract with McBride on February 7, 2015 to purchase a home. They selected the Home Sale Contingency option on page 2, section 9 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 $475 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 Contingency. The customers were also given the option to transfer the existing contract to a comparable lot in the same community. The customers chose not to exercise either of these options and the contract was terminated.
The contract is very clear on the $475 Processing Charge, it is stated in all capital letters and contains the purchasers' initials right next to the provision in the contract. The 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 effective. There is no documentation that McBride told the customers that they would receive the $1,000 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 contract. This refund is in process.

McBride has been in contact with this homeowner in the last
week and has arranged a mutually convenient date and time to have the floor squeaks
inspected and corrected.  McBride is also
working with the homeowner to understand his concern with the windows and
inspect the home to...

determine if there are any necessary actions to be taken.  Customer service is extremely important to
McBride and McBride is working with this homeowner to resolve any outstanding
issues and concerns.

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 2016 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]

McBride specifically denies the allegations made by the customer.  McBride has been responsive to this customer and has performed additional work that was not required in an attempt to resolve this customer’s concerns.  McBride constructed this home and this community in accordance with construction plans, including drainage plans for each lot within the community, that are reviewed and approved by several governing authorities.  The lot this customer chose contains an Area Inlet Structure in which several yards drain into.  McBride followed the plans when grading this customer’s lot and, therefore, the drainage is occurring as planned.  Even though this customer was out of the one-year warranty period covering drainage issues when the customer first filed its complaint against McBride, McBride responded and investigated his concern.  At that time, stormwater was reaching the Area Inlet Structure in his yard as planned and there were no deficiencies.  Even though drainage was occurring as planned and McBride had no obligation to perform any additional work, in an effort to satisfy this customer, McBride installed a French drain in his yard as well.  This French drain is over and above what is required per the approved construction plans.   At this time, it is now over 2 years since the customer closed on his home, and the warranty provided to him at closing for this type of issue expired a year ago.  Despite that fact, when the customer recently raised concerns again, McBride again inspected the property to determine if there was a problem.  Within 48 hours of the rain event that the customer called in reference to, McBride inspected the property and quickly determined that the drainage was occurring per plan and there was no standing, pooling or ponding water existing on the customer’s lot (per the standards outlined in the customer’s warranty).  However, McBride did determine that the French drain could be functioning at a higher standard if this lot was maintained by the customer in a different manner.  A recently dug garden, dirt piles on the property, and lack of vegetation caused mud/dirt to be deposited on top of the drain which restricted storm water run-off.  Additionally, in a swale that is designed to funnel storm water to the Area Inlet Structure, a small tree was planted by the customer which lessened the function of the swale.  It was also suggested to the customer to maintain living vegetation on top of the French Drain which acts like a filter for the system, but this was not done.   After a comprehensive review of the situation, photos, builder analysis and approved grading plans, McBride reached out to the customer to explain the warranty guidelines and discuss the matter further.  The customer terminated the phone call without notice.   McBride has gone above and beyond for this customer, including installing an additional drain that was not required, and has been responsive to this customer about his concerns.  McBride has advised the customer on how to maintain his yard to improve the function of the drainage system in place, however, the customer has not adhered to this advice.  McBride has no obligation to provide any more work for this customer regarding this complaint.

McBride was very surprised to receive this complaint as McBride was not aware of any recent concerns or any dissatisfaction in general from this customer.  Any items of concern that this customer has informed McBride about since the purchase of the residence, have been answered, addressed...

and/or repaired by McBride in a very courteous, professional and timely manner.  As a matter of fact, McBride received an email from this customer’s wife just a few months ago expressing that she was “very satisfied”, that McBride’s customer service representative was “so responsive and friendly….she has had every concern of mine addressed in a timely manner….she makes McBride look great”.  Upon receipt of this complaint, McBride reached out to this customer in an attempt to further understand the source of his concerns and offer to meet at the residence to inspect any issues.  McBride is awaiting a response.

Being employee-owned, 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.  McBride has been in contact with this homeowner and has performed service work in an attempt...

to resolve the customer’s concerns.  McBride has continued to maintain open lines of communication and agreed to meet with the customers at their home next week to further evaluate the situation and their outstanding concerns.

I spoke with McBride and Son on 2/10/17 and we came to an amicable agreement

McBride specifically denies any allegation made by the customer regarding false 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.

Initial Business Response /* (1000, 5, 2016/01/28) */
McBride specifically denies any allegations of improper construction of the residence and McBride did not file bankruptcy before making the decision to cease construction of additional homes in the Kansas City market. McBride abides by all...

applicable codes and ordinances governing residential construction and homes built by McBride are subject to inspections by the applicable City/County building code and permit officials. This unit/building was constructed as designed, planned and approved and with the standard, required foundation and supporting structures. McBride has no record of this homeowner contacting McBride about a drain pipe leak or mold issue in 2013 (when she alleges the problem started), nor in 2014 or 2015. This is the first time McBride has been made aware of any of these alleged issues and, therefore, McBride had no opportunity to inspect the building when the problems allegedly existed. The homeowner asserts other minor issues on the interior of the residence. These type of issues should have been reported to McBride during the warranty period, more specifically on the two and tenth month warranty notice forms. These alleged issues are now past the warranty period given by McBride and subject to standard homeowner maintenance for the last six years since the homeowner closed on the residence (such as caulking around the windows, etc.). Since the residence was built according to the applicable code and ordinances with the proper foundation and supporting structure, McBride has no liability for the issues asserted by this homeowner. From the homeowner's own admission, any alleged mold or leak issues have been resolved and such resolution was determined and completed without any advance notification to McBride. McBride will not agree to buy this residence back nor provide any additional work or compensation to this homeowner.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once the management company(Arrow) and the HOA made it very clear that this was my problem I started an investigation. On August 27th,2014 I called in a mold inspector who confirmed my suspicions of the mold and he also found a crack in the foundation. I DID contact McBride on November 10,2014. First, I called XXX-XXX-XXXX and left a message for [redacted] She never returned my call. Then, also on November 10,2014 I called XXX-XXX-XXXX and talked with [redacted]. I told her about the mold and the crack in the foundation. Later that same day(November 10,2014) [redacted] called me back. She said the management company([redacted]) and McBride did a walk-thru and then signed an agreement saying everything was "okay." Once again, I must emphasize the leak was UNDER the foundation. This would not have been found during the walk-thru. There was a crack in the elbow of the drain pipe UNDER the foundation. The mold did not start forming until the moisture had been absorbed by the cement slab which took time. The drain pipe was leaking during the warranty period but unfortunately the mold did not appear until after the warranty had run out. One insurance adjuster said the pipes should have been pressure tested before the cement slab was poured. I moved in there not knowing what tragedy was lurking UNDER the foundation. This situation brought on a tremendous amount of stressphysical, emotional and financial. When I try to sell this "lemon" house I will have to disclose that I had mold which will cause a lot of buyers to walk away. I have talked to a couple of real estate agents who told me I will probably never be able to get back what I paid for it. I even called "[redacted]" and they didn't want it.

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]