McBride and Son Homes

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 walls. McBride 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 system. The air conditioning system is not designed to remove the amount of moisture the Honeywell system is allowing into the home. And once again, McBride has already told us in writing that the system is not operating correctly. The excuse that it is the homeowners responsibility to keep the home dry is an insult. Even 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 growth. McBride is attempting to pass the financial burden of the mold remediation and damage off onto our insurance carrier. McBride 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: a meeting was scheduled however nothing has been corrected yet.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: all information given by the McBride is false. The contract does not any where states that they can keep all the money from a customer. 
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.  Exterior items, such as grading, sod and landscaping, that cannot be completed until...

after closing are installed as soon as possible depending on weather conditions and subcontractor availability.  This homeowner closed on their home on Wednesday 8/31/16.  A McBride representative spoke to the homeowner on Wednesday 9/7/16 and informed him that we would continue to monitor the sod delivery and how the recent rainfall could affect the sod fields.  A McBride representative followed up with the homeowner on Friday 9/9/16 to inform him that the sod subcontractor was tentatively scheduled for Tuesday 9/13/16.  On Saturday 9/10/16 the homeowner left a message with a McBride representative that his door handle came off.  The McBride representative drove to the homeowner’s home to rectify the problem that very same day (Saturday).  When he arrived, the homeowner stated that he had already fixed the door handle and it was no longer an issue.  The McBride representative asked if there were any other issues that needed attention, and the homeowner stated that his tree kept falling over in the recent storms.  The McBride representative had the tree staked in the ground while at the homeowner’s home to avoid any further issues.  The homeowner did mention that with all of the recent rains, there was a lot of gravel on the surface.  It was explained to the homeowner that the large rocks and most of the gravel would be addressed while final grading the yard and installing sod.  It was also discussed that the builder had previously informed the homeowner that the imperfections in the vinyl window trim could correct itself with the sunlight.  If it did not correct itself by the 2-month follow-up walk-through, McBride would replace the vinyl trim. At the end of the McBride representative's visit on Saturday 9/10/16, the homeowner was happy and thanked the representative for visiting on a Saturday.  All of the above events took place prior to McBride being notified of a formal complaint on Monday 9/12/16. Finally, a McBride representative contacted the homeowner on Monday 9/12/16 to confirm the sod installation for Tuesday 9/13/16.  On Tuesday 9/13/16, the yard was graded and sod was installed.  Therefore, McBride considers these matters resolved.  McBride will continue to work with this homeowner through his remaining warranty period to address any further concerns he may have.

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 St. Louis 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 St. Charles 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 St. Charles 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 St. Louis.  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.

Following McBride's receipt of this complaint on Thursday, March 1, 2018, a McBride representative has reached out twice to ask the homeowner for a time to meet to further discuss his complaint and inspect the residence.  Today, McBride was able to schedule an appointment to meet with him next...

week.

This consumer called and said that this is still not resolved the builder has only done grading that has his yard flooding worse that before and will not answer his calls. He has pictures and documentation of the flooding

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.  This homeowner contacted McBride several months ago requesting warranty information for...

the roof as well as proof showing which manufacturer provided the shingles for their home, which McBride immediately provided to the homeowner.  Other than that limited email exchange, until receiving this complaint, McBride was not aware of any further problems or concerns that the homeowner was continuing to experience.  This lack of information, along with the fact that the roof has now been replaced, gave McBride no opportunity to assist this homeowner any further or cause the roofing company to physically inspect the roof to confirm its findings that there was no faulty installation and it was simply storm damage due to the 70+ mph winds that the homeowner stated occurred.  Given that this home was constructed over three years ago, it is very clear that the portion of McBride’s warranty applicable to the roof is no longer applicable and there is absolutely no fault by McBride.  Again, McBride could have assisted this homeowner in getting the appropriate inspections performed by the roofing company, but McBride was given no opportunity to do so and cannot be expected to do anything further at this time.

Initial Business Response /* (1000, 5, 2015/10/09) */
McBride specifically denies any allegation made by the homeowner that any of the workmanship at the residence was of poor quality. McBride takes pride in its work and strives to obtain customer satisfaction.
(1) With respect to the bathroom...

mirror and wall: On the two-month warranty request, the homeowner noted that a bathroom mirror needed to be adjusted, and McBride caused its subcontractor to correct that issue. McBride was unaware of any damage to the wall or repairs requested to the wall by this mirror, and the homeowner did not request any repairs to this wall on the ten-month warranty request. If there is any damage that was caused by McBride's subcontractor to this wall, then McBride will make sure such necessary repairs to the wall are made.
(2) With respect to the nail pops and paint touch-ups: As confirmed by the homeowner, McBride repaired the nail pops that were noted in the ten-month warranty request. However, McBride has made clear to the homeowner several times that paint touch-ups are not provided by McBride and are the responsibility of the homeowner after closing. This information is clearly stated on the Purchaser's Acceptance Agreement ("PAA") which was signed by the customer on October 15, 2014. The PAA states "Purchaser understands that minor drywall cracks and nail pops will be repaired one-time only, if any only if included on the 10-month walk-through list. It is the responsibility of Purchaser to make paint touch-ups after these repairs are made." Not only did the homeowner sign this PAA, but the homeowner also initialed immediately next to this provision making it clear that the homeowner understood and agreed to this condition. This information is also stated in the limited warranty provided to the homeowner which states in a section on nail pops "Painting made necessary by such repairs is YOUR responsibility." The Pre-Construction Meeting form signed by the homeowner on May 28, 2014 acknowledges that the homeowner was explained the paint warranties and McBride's warranty process and policies.
McBride also performed several other items of work that the homeowner requested in the ten-month warranty request which were not due to any defect in workmanship, they were standard homeowner maintenance items that McBride had no obligation to perform additional work on. McBride performed this work solely in an attempt to provide customer satisfaction.
McBride has been very responsive to this homeowner and has gone above and beyond its ordinary high level of customer service to provide a quality home, yet this homeowner has been aggressive and threatened physical harm to McBride representatives. Other than investigating the request made by the homeowner regarding possible repairs to the bathroom wall with the mirror, McBride has no obligation to provide any additional work to this homeowner and does not intend to pursue this matter any further.

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 normal 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 /* (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 representative. McBride strives to obtain customer satisfaction and has...

built a strong reputation with its customers in the area. The customer and McBride entered into a valid and binding contract which McBride has every right to enforce and which McBride intends to enforce. McBride 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 wanted. McBride worked with the customer and resolved all outstanding construction issues with this particular home. McBride 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 officials. The customer defaulted under the terms of the contract by refusing to close on the closing date specified in the contract. McBride 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 buyers. Pursuant 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 window. The first time the window was discovered and mentioned to [redacted] was on September 1, 2015. I received this email from her on Oct. 5, 2015. "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 10 month walkthrough repair list on Jan. 21 and 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 [redacted], We are still waiting for someone to come replace the bathroom window. It is a huge window that was delivered in Dec. and is being stored in our garage. It makes me really nervous because we have kids and I don't want anything happening to the window. Do you know when it will be replaced? Thank you."She emailed me on March 28, "HI [redacted], I can schedule the window install approx. 2 weeks out, M-F, either 8-12 or 12-3.  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 1 she responded and said he was too busy that day. So, I emailed her back April 4 and gave her 4 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 morning. Do 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, "[redacted], I have left you a vm and sent emails to which I have not received a response. I have a giant bathroom window leaning against the wall in my garage (since December) and it NEEDS to be replaced. I have given lots of availability and haven't heard back. I 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 garage. He was shocked at how bad the window looked and how high up they'd have to go to install the new window. He 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 me. However, he was the friendliest person I've ever met in the company. At the 10 month walk through it WAS discussed that the window was part of the repairs needed and agreed upon. It was supposed to be in the process of being scheduled, so it was not NOT mentioned. 
Sincerely, [redacted]

McBride contacted the homeowner several times in the last two weeks in order to implement a remediation plan.  To date, the homeowner has not responded to these latest communications other than to say the homeowner is busy with work matters and will hopefully get back to McBride soon.  McBride is willing to implement mold remediation in the home pursuant to a remediation and plan already prepared by a third-party consultant.  McBride needs the homeowner’s cooperation in this matter.  McBride has already installed three moisture detectors to attempt to determine the cause of the mold.    The Honeywell air-intake system, part of the home’s HVAC system, is a new 2015 IRC building code requirement for Saint Charles City.  There is nothing wrong with the Honeywell air in-take system or the HVAC.  McBride has installed the same system in hundreds of homes without this issue occurring.  The Honeywell HVAC system has certain settings to assist in the reduction of humidity and McBride will work with the homeowner to ensure that these settings are properly achieved.  Once again, McBride needs cooperation from the homeowner to work together on the remediation.