Quality Built Homes, Inc.

Re: Complaint ID # *** ** ***Dear *** ***:Attached herewith please find a copy of the response letter we mailed to **& *** *** on November 21, We trust that the customers will be satisfied with this resolution.Should you have any questions or
concerns, please do not hesitate to contact us.Sincerely,Charlie R*** General Manager
November 21, 2015*** & *** *** *** *** *** Mechanicsville, MD ***Re: Lot ** *** *** ***Repair IssuesDear **and *** ***:We are in receipt of your complaint letter, which was submitted October 29, 2015.Although these issues were broached outside of your one-year warranty period, we sent a technician to visit your home on November 20, and evaluate your concerns.Our technician was able to determine that your home exhibits typical signs of “settling,” which is a occurrence as your house agesNatural, weather-related expansion and contraction of building materials commonly results in minor drywall cracks and nail pops during the first few years in your homeCracks are generally most evident around doorways and seams.Although these items are typically not covered under warranty, particularly outside of the one year period, we are committed to rectifying this situation to your satisfactionAs such, we would like to schedule a day for our technicians to maintenance your home by addressing the settlement cracks and nail popsAffected areas will be repaired with drywall compound, sanded, and painted.Per your conversation with our Service Manager, our technician is scheduled to return to your home on December 8, at o’clock a.mto perform the aforementioned maintenance.Sincerely, Charlie R*** General Manager

Ms***,
We are in receipt of your later letter dated regarding property by *** *** ***This matter has been resolved as of last FridayWe spoke to Ms*** and apologised as the first crew did not tell the second crew not to park there on the second dayWe have
repaired the area with seed and strawPlease let me know if you need anything furtherThanks,
*** ***
Envirocare Landscape Management

wd: Complaint ID [redacted]
Inbox
x 
Revdex.com of Metro Washington DC
Aug 5
to me 
---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Tue, Aug 5, 2014 at 1:22 PM
Subject: Complaint ID [redacted]
To: "[email protected]" <[email protected]>
I submitted Complaint ID #[redacted]. 
I accidentally provided an incorrect email address. Could you please update with the correct address below and provide me with the link so I can follow my complaint? Thank you. 
Vr,
[redacted]
[redacted]

I had Quality Built Homes build a home for me I used as a vacation home when I come to Pinehurst. The process was very smooth and the house turned out great. The builder, [redacted] really knows his stuff. I recommend to all of my buddies. Thanks again!

I could not have asked for a better business to work to have a house built. From the beginning to the end, it was a pleasure working with these guys. I got to pick out the colors, the finishings, etc. and I loved every minute of it. The builder's daughter, [redacted], helped me with all of my questions and answered them very quickly. My dad is in the construction business and he did the final walk through of the house, with me, and was extremely impressed. Everything was very organized and the builder and his daughter were wonderful people to work with. I would definitely recommend Quality Built to others that are ready to build their first home or their dream home.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Ok, so QBH states it was "business as usual" to add a cost onto a contract.  Maybe that is correct.  But since "common folk" like me, don't buy homes every week, how was I supposed to know it was common place?  If that "common place" information was relayed to me via phone call or email, then I would have understood the practice.  I also didn't know it was "common place" not to communicate with a buyer.  I find this absolutely ridiculous, I'm the person shelling out nearly a half million dollars for a home, surely I deserve to communicate with he seller, if I have questions..  And, my agent wasn't informed of the "common practice" either.  She was told to pay the fee "that is the way we do business." 
I suggest the new home builder business change their "common practice" methods to better serve there customer.  After this smug reply, I should have sued QBH for contract malpractice.  I don't think "common practice" excuses would have stood up in the court of legal contract law.  
I don't want any resolution from QBH.  After the reply from their President, it is perfectly clear to me, he is lost cause as an ethical leader.  A true leader, in the same cloth that I served with, would have said "we should have done better, I apologize for the miscommunication, we should have explained our "common practices" to the customer, and will do better so in the future."  Case closed.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

August 7, 2014Dear [redacted],Quality Built Homes Inc. would like to provide the following information with respect to the above complaint number. Quality Built Homes first became aware of this issue via a letter sent from [redacted] dated 7/28/14. Upon receiving this letter, our...

service manager called [redacted] to get more information. He was unable to reach her and left a message.[redacted] returned the call and spoke to our service manager on August 1. At that time it was agreed that we would send a service technician out to look at the window. That was done on August 5. The window was found to have defects.Quality Built Homes is now in the process of getting a new window and arranging to replace the current window at no cost to the customer.We believe that this matter will be closed once the window has been replaced.Sincerely,Charles RGeneral Manager

June 20, 2014Quality Built Homes would like to provide the flowing information regarding the above complaint number. The customer is stating that they were asked to pay more for the installation of hardwood flooring in an area that already had carpet installed. This is true, This particular...

item of work was specifically noted in all capital letters in the contract as PRICE TO BE DETERMINED. After determining the price, the information was relayed through our sales representative to the customers sales representative. This is a common practice within the real estate industry. In fact, most times it is deemed inappropriate to by pass the buyers agent and communicate directly with the customer.Sincerely,Charles R[redacted] General Manager

Buyer Beware!

I had a great experience throughout the buying process. They were very helpful, and willing to go the extra mile to ensure the sale. However, after I closed your account is handled by a different department. The manager does not respond to any form of communication. They took over 4 months to respond to a work order I submitted through the provided home warranty. Only for them to weasel out of covering the work.

DO NOT BUY FROM THEM!

I had Quality Built Homes build a home for me I used as a vacation home when I come to Pinehurst. The process was very smooth and the house turned out great. The builder, [redacted] really knows his stuff. I recommend to all of my buddies. Thanks again!","pos-2

Extorted $2450 from me on closing day. Would not sign closing documents until I paid him for erroneous over charges.Placed offer on a Quality home in March 2014. Decided to roll a carpet upgrade into the price of the home as we did not want the builder grade standard. While consulting [redacted], Quality vendor for carpet, I was informed that my floor plan had a $1,900 allowance for carpet. For months, I mentioned our carpet costs above the $1,900 allowance and the fact that we were rolling an additional $5,000 into the price of the house for "carpet upgrade". Additionally, our contract included 8ft pantry doors to be installed by builder. Quality didn't want to spend the required amount for the doors, so they tried to frame the opening lower hoping that we would not notice. I did and ended up purchasing our own 8ft doors through [redacted] for $602. Quality refused to credit me for this expense even though it was part of the contract agreement. Lastly, I purchased all appliances for the home to include the hot water heater. Quality said they would credit me $1,000 for the appliances; however, I'd have to contact the plumber for the hot water heater credit. On closing day, August 14, 2014, Quality ([redacted]) refused to sign the closing documents until I paid $2450 ($1900 for carpet, $350 for vapor barrier in bathroom floors, and $200 for installing our hot water heater). I've shown the flooring company pictures of our installed bathroom flooring and they agree that there is no 1/4 inch vapor barrier installed since the floor is even with the adjoining subfloor. The installer of the floor claims he sanded the floor down 1/4 of an inch to keep flooring the same height. This would not pass inspection as it would decrease the OSB requirement for a upper level floor. So Quality charged me $350 for a product that did not provide. I never received a credit for the hot water heater that Quality did not have to purchase and I was charged $200 for the plumber to install our Rinnai in order for the gas company to run the lines and connect service before closing day. I provided Quality over a week to schedule their plumber to install the Rinnai, and their $200 charge was for "last minute" install of a hot water heater. Lastly, Quality said there is not $1900 carpet allowance, and that the $5000 we were rolling into the price of the house was a carpet allowance and his allowance was included in that figure. Since March when we put the house on contract, every document signed and sent to lender, insurance company and Quality always listed a $5,000 carpet "upgrade". When Quality refused to sign the closing documents until I paid their erroneous charges, my closing attorney asked them if we did roll the carpet upgrade of $5,000 into the price of the house, what flooring would they have put on the second floor? Quality refused to answer. In summary, I forfeited my $1,000 appliance allowance owed to me, and paid Quality an additional $1450 for their bogus overage charges. Even knowing that a moving company was showing at our house on 15 August, Quality made another demand the morning our movers were arriving or they would not sign the closing documents. Quality insisted that we sign paperwork stating that we would not sue them and they are no longer responsible for any follow up work on the house. To avoid penalties from the military for taking 15,000 lbs of household goods and putting it back in storage, I signed the paperwork. The bottom line, Quality Built Homes extorted $2,450 from me on closing day, knowing we were homeless and had moving trucks showing the following day. The fact is Quality owes me $3702 ($1900 carpet, $1000 appliance, $602 pantry door, and $200 for hot water heater). What's frustrating is that I'll never get the money owed to me back, Quality will continue to conduct business in an unethical manner and military members will suffer as I did. As I've learned now after talking with local vendors and other builders, Quality has a bad reputation locally and people do not trust him. Desired SettlementI want the $3702. 1,900 for his carpet allowance Quality extorted me to pay, $1000 appliance allowance owed to me since I purchased all my appliances, $602 for the 8ft pantry doors (per contract addendum) and $200 for the hot water heater install charge (or credit for the hot water heater Quality did not have to purchase).

They refused to replace a piece of hardwood flooring with an insect infestation that was there prior to installation (confirmed by an exterminator)Problem date: I first emailed regarding the problem 9/11/2013Closing date for house: 5/31/2013I entered a contract with Quality built homes for them to build a partially custom new home in Aberdeen, NC. Based on our contract, Quality was responsible for issues with the house related to construction for one year after the closing date. A few months after moving in to the home, my wife and I noticed small holes appearing in one piece of the hardwood flooring in the breakfast area. We also noticed that if we had been away for a few days, there would be a small pile of sawdust above a new hole. This lead us (my wife and I) to believe that there was some sort of living boring insect within the wood. No other wood was affected, and the insect was moving so slowly that it was almost undetectable. At this point, I called [redacted], the company Quality built contracted with for pest control for the first year. I described the problem and was told that they were likely a type of boring beetle, and that due to the finish on the wood, the only way to eradicate them would be to remove and replace the affected piece. My wife then emailed [redacted] from quality built homes. Much of this correspondence is between my wife and Quality built, as I am out of town frequently due to my job.Email correspondence regarding this issue started 9/11/2013 and continued until 8/17/2014. [redacted] initially attempted to have [redacted] handle it, which, as I mentioned, was not possible. She then gave me the phone number to their supplier at [redacted] and an item number. My wife then contacted [redacted] (the supplier) directly, and was told that they would follow up with Quality, which they did. We didn't hear anything back from Quality until my wife emailed [redacted] on 3/29/14, at which point she told her that [redacted] was sending them a box of the hardwood. After multiple email correspondence regarding the wood needing to be tracked down and shipped from out of state, she told her that 4 boxes of the wood were being shipped from California on 5/27/14, she said she would contact her when the wood arrived. Again we heard nothing from [redacted], and my wife emailed her to follow up on 6/12/14, to which she received no response. She emailed again in July 2014, again no response. My wife arranged for Quality built's foreman to come address a separate issue at the house, and was told that [redacted] would call me to follow up regarding that issue as well as the flooring. She never received a call, but did receive a letter about a week later on 8/14/14, which never even mentioned the flooring (the mention of flooring in the letter is in reference to water damaged wood and is a separate issue). My wife then emailed [redacted] in response to the letter on 8/17/14 to remind her of the insect infested wood. She again only responded in regards to the other issue she was addressing (water damaged trim), when my wife directly addressed the wood, she deliberately avoided the issue. Quality built homes then stopped responding via email and sent a letter on 8/19/14 which stated "as there is no structural damage done, quality built advantage, Inc. has no further responsibility or liability to replace flooring... any future issues will have to be handled directly by [redacted]. " After almost a year of [redacted] from Quality telling me that the wood was on its way, and several attempts on my end to monitor the progress, I was told that the wrong wood was sent and that Quality would not be dealing with anything else on the matter. I am left with a piece of insect infested wood in my brand new home. I have copies of all email correspondence and letters from Quality that I can send if needed.Desired SettlementWe would like a refund equivalent to removal, replacement wood, and installation in which the end result looks as good as new. (which would entail using as much flooring as needed to line up the new wood with the old) The wood is approximately 4 feet from the nearest wall.

I could not have asked for a better business to work to have a house built. From the beginning to the end, it was a pleasure working with these guys. I got to pick out the colors, the finishings, etc. and I loved every minute of it. The builder's daughter, [redacted], helped me with all of my questions and answered them very quickly. My dad is in the construction business and he did the final walk through of the house, with me, and was extremely impressed. Everything was very organized and the builder and his daughter were wonderful people to work with. I would definitely recommend Quality Built to others that are ready to build their first home or their dream home.","pos-1

We are having a home built by QBHI in Turtle Creek. Thank God (Yes, we really do!) for this excellent group! Starting with "Kim" in the design center. Kim knows every inch of her job and beyond!!! Seriously, my husband and I had a remodeling business, we KNOW real quality against those that just 'get by'. Kim is not only knowledgeable but patient, helpful and prompt. She has every nail, measurement, allowance, rule, jot and tittle committed to memory.
During each phase of construction they use the absolute very best materials and equipment and their construction site is kept in order. They work at a perfect pace and efficiently without cutting corners. QBHI's professionalism takes the stress and worry out of the process and questions concerning the final product. You know it will be built right. We are impressed with the energy Star certified homes and we found out QBHI actually has even higher standards than they do! Our experience from beginning to the anticipated end has thus far been awesome.
We will be back in a few months and tell you the final results!

Review: I had a signed contract with Quality Built Homes (QBH) to purchase the home at [redacted]. We agreed on the sale price. After both parties (me and QBH) signed the contract and agreed to move forward, QBH sent me an addendum contract asking for more money for the installation of wood flooring in the office of the new home. The signed original contract never mentioned an increase in cost for the flooring. I sent multiple emails to QBH personnel to better understand the addendum contract but none returned my emails. I called several managers at QBH to discuss the addendum charge, but none returned my calls. QBH only responded to my real estate agent and the message was along the lines of "pay the increased cost, that is how we do business." In all actuality, I was going to pay the increased cost because I wanted the home -- all I needed was to talk to someone at QBH and have them explain to my how/why the situation occurred. However, after I sent numerous emails (I have all of them) and called several folks - and not one of them had the courtesy to return my calls, and relayed through my agent --- pay the increase - I decided to nullify the contract. After consultation with my lawyer, I nearly sued QBH for breach of contract, and most likely would have won, but that would have delayed me moving into a new home. I think QBH has grown to the point of arrogance in the community and feel there is such a demand for their product, they can treat customers any way they want. As a former military commander and leader of elite organizations, it is very apparent QBH management and personnel need customer relations, contract law, and ethics training.Desired Settlement: I would like an apology from QBH President and commitment from him to better train his staff in customer relations, and commitment from him to honor signed contracts.

Business

Response:

June 20, 2014Quality Built Homes would like to provide the flowing information regarding the above complaint number. The customer is stating that they were asked to pay more for the installation of hardwood flooring in an area that already had carpet installed. This is true, This particular item of work was specifically noted in all capital letters in the contract as PRICE TO BE DETERMINED. After determining the price, the information was relayed through our sales representative to the customers sales representative. This is a common practice within the real estate industry. In fact, most times it is deemed inappropriate to by pass the buyers agent and communicate directly with the customer.Sincerely,Charles R[redacted] General Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Ok, so QBH states it was "business as usual" to add a cost onto a contract. Maybe that is correct. But since "common folk" like me, don't buy homes every week, how was I supposed to know it was common place? If that "common place" information was relayed to me via phone call or email, then I would have understood the practice. I also didn't know it was "common place" not to communicate with a buyer. I find this absolutely ridiculous, I'm the person shelling out nearly a half million dollars for a home, surely I deserve to communicate with he seller, if I have questions.. And, my agent wasn't informed of the "common practice" either. She was told to pay the fee "that is the way we do business." I suggest the new home builder business change their "common practice" methods to better serve there customer. After this smug reply, I should have sued QBH for contract malpractice. I don't think "common practice" excuses would have stood up in the court of legal contract law. I don't want any resolution from QBH. After the reply from their President, it is perfectly clear to me, he is lost cause as an ethical leader. A true leader, in the same cloth that I served with, would have said "we should have done better, I apologize for the miscommunication, we should have explained our "common practices" to the customer, and will do better so in the future." Case closed.

Review: [redacted]

I am rejecting this response because:

Regards,

Review: My wife and I purchased a home from Quality Build Homes(QBV) and moved in on 1 September 2013. We have not had a follow-up inspection of our home, which was agreed upon writing and a policy of QBV. Additionally, there are items in our "brand new" home that need to be replaced in which they know about but yet have not made effort to repair. We made a note of things that were wrong with our home and mailed it in. I've called QBH constantly requesting to speak with [redacted](point of contact), but all I get is the voicemail. I've left numerous messages, the last message was left today. All I was is someone to follow-up with us and to fix what needs to be repaired in our home.

Investing in a home is alot of money, all I request is that they live up to their agreement and complet a walkthrough inspection; repairing anything that needs repair.

I definitely would not recommend this business to my friends nor peers!

Consumer

Response:

[redacted], [redacted]<[redacted]>

Review: I have a window with a broken seal. When home was built, was given a lifetime warranty by manufacturer of windows ([redacted]). I contacted manufacturer. The window in question is NOT a [redacted] window. QBH mislead me into believing ALL windows in home were made by [redacted] and have a lifetime warranty. I would like the window replaced or $700 to replace the window myself (cost of window and labor).

I sent them a letter. Wayne R[redacted] called and left message. I returned his call with another message and have not heard back.Desired Settlement: To have window replaced with one that has a lifetime warranty. Or $700 to replace the window myself (cost of lifetime warranty window and labor for install).

Business

Response:

August 7, 2014Dear [redacted],Quality Built Homes Inc. would like to provide the following information with respect to the above complaint number. Quality Built Homes first became aware of this issue via a letter sent from [redacted] dated 7/28/14. Upon receiving this letter, our service manager called [redacted] to get more information. He was unable to reach her and left a message.[redacted] returned the call and spoke to our service manager on August 1. At that time it was agreed that we would send a service technician out to look at the window. That was done on August 5. The window was found to have defects.Quality Built Homes is now in the process of getting a new window and arranging to replace the current window at no cost to the customer.We believe that this matter will be closed once the window has been replaced.Sincerely,Charles RGeneral Manager

Consumer

Response:

wd: Complaint ID [redacted]

Inbox

x

Revdex.com of Metro Washington DC

Aug 5

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Aug 5, 2014 at 1:22 PM

Subject: Complaint ID [redacted]

To: "[email protected]" <[email protected]>

I submitted Complaint ID #[redacted].

I accidentally provided an incorrect email address. Could you please update with the correct address below and provide me with the link so I can follow my complaint? Thank you.

Vr,