Satterwhite Construction, Inc.

No response to requests for repairs under warrentyOn December 10, 2013, the one year anniversary of the purchase of our house, my husband and I emailed and faxed our list of issues that needed to be addressed under the warranty: gutters leaking, front sidewalk sunk and pulled way from the front porch steps. We received no response. In early January, I called Satterwhite Construction and left a message on the answering machine requesting that someone call me back. I have received no response.Desired SettlementFix the gutters. Replace the front sidewalk section that has sunk.Business Response To Whom It May Concern - We received your correspondence regarding the complaint that [redacted] submitted against our company this week. Our position is detailed below: 1. Regarding the issue with gutters: [redacted] and [redacted] closed on their home on December 10, 2012. We received a warranty request to repair leaking gutters on February 18, 2013. We responded promptly to this request on February 21, 2013 by emailing Mrs. [redacted] that our warranty administrator would be out of town from 2/21/13 to 3/1/13 but we would schedule her repairs promptly upon their return. We processed her list and emailed again on March 5, 2013 to schedule a time for our construction manager to meet with her to review all of the items on her 60 day warranty list. The appointment with our construction manager was set for the following Monday March 11, 2013 at Mrs. [redacted] request. Our manager met with Mrs. [redacted], assigned each item on her repair list to the appropriate vendor and returned her form to our office. We then generated work orders and sent them to all applicable subcontractors to complete their repair work. Work orders were sent out on March 18, 2013 and Mrs. [redacted] was sent a copy of all work orders with contact information for the subcontractors. Subcontractors have 30 days to complete their work from the time we send them a work order. Homeowners are responsible for getting in touch with subcontractors since it is more efficient for scheduling for them to speak directly with each other - this is explained to buyers at closing and was reiterated in the email to Mrs. [redacted] on March 18th. It appears that Mrs. [redacted] had trouble getting in touch with the gutter vendor and contacted our office for assistance on 4/18/2013. We experienced a lot of rain in April/May (as is common in our area of course) so the work was a little delayed in being completed at that time - vendors cannot safely make exterior home repairs when it is raining. Our gutter contractor first came out to their home on May 24, 2013 to make repairs. He made adjustments at all the joints and checked as much as he could, but he didn't have a lot of direction as to what he should repair. So we requested specific direction regarding locations that needed attention - we asked the [redacted] to keep an eye on their gutters when it rained and make note of areas that were not functioning as they should. The [redacted] sent us pictures and videos on June 3, 2013, which I forwarded along to the gutter contractor. On June 7, 2013, our gutter contractor returned to make the specific repairs referred to in the pictures and video. To my knowledge, all issues were resolved at this time. The next correspondence we received from Mrs. [redacted] regarding outstanding warranty items was on December 10, 2013. Admittedly, this email did fall through the cracks somehow and we sincerely apologize for that, however, our company had been extremely responsive to all questions and requests in the past so I do feel that the [redacted] should have tried contacting us again when they did not receive a response to their email. The only communication we received regarding these warranty requests was the email on 12/10 (which we were able to find later when we searched our email archives after receiving the communication regarding the Revdex.com complaint). We are more than happy to send the gutter contractor out again to address their concerns - I have the work scheduled for Monday 1/27 at 1 PM and I plan to personally attend the meeting to ensure that there are no further miscommunications or misunderstandings. 2. Regarding the issue with the front sidewalk: The first time a request for repair of this item was submitted was in the email on 12/10/13 that we admittedly overlooked somehow. Again, we are more than happy to complete this repair now that is has been brought to our attention. Unfortunately, the weather is too cold currently to make concrete repairs, but we will take care of this just as soon as the weather is conducive to completing the work properly. We called and spoke with the [redacted] on 1/23/14 to discuss this situation and also followed up with an email on 1/23/14. I feel that our company has been as responsive as can be expected of any construction company that is working with numerous subcontractors to get work completed. We try to make the repair process as simple and efficient as possible, but it can be a little cumbersome since you are dealing with many different companies and servicemen. Due to the nature of our business, it is imperitive that we send a licensed professional to make each repair rather than a general handyman - it may make the process slightly more time consuming, but in the long run I hope that all of our homeowners appreciate our dedication to quality in their homes. We have been extremely responsive to all of the [redacted] requests throughout their one year warranty period. We aplogize that we did miss her email on 12/10/13 somehow, but we are only human and mistakes do happen - we are more than happy to take care of her concerns now that we are aware of them though. Please let me know if you need any further information from our company to resolve this matter. Thank you,Final Consumer Response The information in Satterwhite's response was accurate in part. However, they neglected to mention that the vendor listed on the work order was their own company, not a subcontracted gutter company. So, to schedule the work we had to contact Satterwhite, which we did in February, March, and April. Gutter work was scheduled without our knowledge, which accounts for the repairman not having much direction as to what needed attention. We were only recently informed that the gutter repairman had returned in June. That said, on 1/23/14, the company satisfactorily completed the gutter repairs.Hopefully, the concrete repair will be made as promised when the weather allows.

We have been trying to get things on our punch list fixed. We moved in our home in Sept.2014. andstill getting same old story. No showfix around front porch ceiling (wide crack) fix door leading to under house not nailed down (fallsout) down spout drains not install correct (water backs up ) bathroom vanity not install correct-crack in brick from the footing.Desired SettlementWe want the money that it is going to cost us tohave everything fixed. We are tried of the run around we are getting. It will be two years in Sept.2016. They got my money and I still havethe punch list. Now I know why Satterwhite Constrution says dont worry put it on your punch list. We have been getting the run around and we are just fed up!Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@gmail.comThe customer moved in on September 29, 2013. They had 9 punch items at that time; all of them were completed. All items after closing are warranty requests. SCI provides a written 1 Year warranty that details warrantable items and standards that are based on National Homebuilder Standards. Their warranty expired on September 28, 2014. During the warranty period we addressed several items. The items in question have not been lingering for the period of time expressed nor are they actually our responsibility. However, we like for all of our customer to be happy with their purchase and were planning to review the items submitted after their warranty expiration to see if we need to address something that would have been warranted under the warranty if it was still in effect.1. The crack between the porch been and the stone that allowed bats in was not really a warrantable item. However, our stone contractor addressed this on February 18, 2016. The customer sent us a photo that stated that they did not approve of the repair and the contractor has been rescheduled to return to readdress this issue.2. Crawl access door - This is a recent request (submitted after the applicable warranty period) and would be considered homeowner maintenance.3. Gutter downspouts - These were addressed on July 10, 2014. We went out with our excavation equipment and replaced all drains that were in question. The customer was present. We not only have photos, but a video of water draining. This issue has recently been bought back up to our attention. If there is an issue, it is due to the recent big rains or that there is an obstruction in the drain that has happened since our repair. Also, their lot elevation makes it impossible to completely daylight there drains without their neighbor allowing them to grade a swale or extend the drain approximately 50 to 75 feet on to their property. In July of 2014 they were not able to get that approval.4. Garage Bath Vanity - Our first knowledge of this was in February 2016. This was submitted well after their 1-year warranty expired and thus outside of our responsibility.5. Brick Cracking - Our first knowledge of this was photos emailed on February 18, 2016, again, well after the applicable warranty period. Warranty standard 2-2 states that cracks in brick shall not exceed 3/8 Inch. If the cracks they reference exceeded the warranty standard during the warranty period, they would have been pointed up but not guaranteed to match per our warranty standards.We have written records with dates and photos that can be shared if necessary. The online response space does not appear to allow attachments.Consumer Response [redacted], [redacted], [redacted] & [redacted], We have not heard from anybody from satterwhite construction about the PUNCH LIST... This has been going on long enough, here it is March of 2016, 3 YEARS !!!! we have been trying to get work done since, forever, i.e. Attachment #1. dated July 13th, 2015. We have tried to call you, knowing you have caller ID..... what is the reason y'all will not answer the phone? I know, it is what it is, as it has been since we started dealing with you ... we must be patient. You know,,,, maybe we need to just let this relationship with satterwhite construction inc., go, just as satterwhite construction inc. has, and go on with our life , but no we won't, and we promise, we will be the cheapest and most verbal etc. advertisement you ............. have ever had !!! You know [redacted], you told us you could build us the best home that Time and Money could buy, well that was for sure the truth........ except we didn't get the part about THE BEST HOME ! [redacted] called me the other week to tell us that YOU, [redacted], said that you were going to take care (hope you enjoyed your vacation) of the items we have been begging to get fixed for years.... you did it again. The folks came to to fix the problem with the front porch, well they did,,, and we got the same results we have gotten from most, if not all of the people you havebeen sending out here The guy did come back again and corrected the problem. AS per [redacted], we don't have this problem with this or that contractor, been dealing with them for years..... same ol' same ol'. Every morning I set down to drink my coffee, I look at the granite on my island and think of y'all, it's not a good thought.Every time I go into my shop bathroom and look at the crappie job that was done on the cheapest vanity that money can buy,I think of y'all, and I have come to this conclusion,,, y'all don't give a rip!!!! BUT, don't be concerned.... what goes around comesaround. EVERYONE will must reap what they plant....Truth is Truth....................... By the way, you have sent me emails about how satterwhite construction has fixed or repaired above the warranty,,,,,, what ###### warranty???? It has gotten to be a joke, "WE'LL TAKE CARE OF THIS ON THE PUNCH LIST"It's exhausting to try to get a grip on this phrase...................... "WE'LL TAKE CARE OF THIS ON THE PUNCH LIST" [redacted] and myself have attached the invoices that we have had to pay to bring our home to a point where we can walk through (Attachment #4) the house and not shake pictures off the wall or the top of the furniture or walk in our yard with the puppy and not sink up to (Attached #2) to our knees. Grant you, it is our problem, but let's see what king of company satterwhite const. is...........[redacted], I know you will handle this situation the way you want to, but, these expenses were created because you tried to keep the costs to a minimun, so, as you quoted" You will not work for 15% profit, and "it was to code" , on OUR home.... code was not close to being done in a workmanlike manner.We are eager to see what kind of respond we get back from satterwhite const. ....are you going to help us with these problems or are we just going to let it go as you have most of all the situations in the past?? One more thing, I have sent pictures concerning the brick on my house having cracks up to 1/2" wide, where the footing and (Attachment # 7 ) foundation have settled, It is very embarrassing to answer people to the Question... what happened to the wall or what is that?Again, I will tell them the truth...that will be another expense that we must do to make our home a home......... and not see daylight through the cracks in the brick. As you can see, if you look at this information, we had to add 17 piers under the house as per an engineered drawing ( $250: to brace up (Attachment #4 & #5) floors throughout the house with girters and piers, Especially in the master bedroom where you sent a guy to put a pieced girter to support the floor. Well needless to say, the 4" X 4" wooden posts that y'all decided to use and set on a cinderblock didn 't do any good at all... the floor settled so bad we had furniture leaning back and touching the wall while at the bottom the furniture was 1 1/2" away from the baseboard. The girter he put under the floor dropped/settled and caused " Many Cracks" in walls throughout my home. I hope this isn't what you called doing more than regular warranty work !!!! The floor system in my home was a crappie job ! You and your guys came to our home and installed a girter with 6"X6" wood posts to hold up the floor under the island because you knew it would cause problems with floor system, we replaced the wooden post with the correct pillars, concrete footings and cinderblock piers... Would you do the same bull crap work at your own home, I don't think so................ The footing were installed "to code" like everything else, as you said, but, we must have a company to come and install helicore piers,(Attachment # 3 ) to attempt to jack walls up close masonary problems and stop sheetrock from falling off walls. OH, one more thing, attachment #6 shows costs we paid up front for well/ septic permit and Temporary power pole, that you were supposed to pay, as per what the original papers said. You owe us is $ 746.70 for these permits.. (Attachment #6) Note: to date we have spent $22,234.00 fixing our home for items that you were paid to do or have not done. [redacted] and [redacted]Final Business Response We do not screen calls. [redacted] ,our Warranty Representative, is semi retired and only works a few hours a day about three days a week. There have not been any unreturned call request. However, we were left messages that did not warrant a response. Also, they have never called my cell concerning any warranty issues. They have my cell number and used it multiple times per day while we were constructing their home.The items in this complaint are not punch items nor are they warranty items. This project was completed on September 29, 2013 making their one year warranty expire on September 28, 2014. The items in discussion were not submitted to us until February 18, 2016.Over two years from completion and over a year out of warranty. Also note that the items have changed from the original complaint. There were no attachments for us to review and address.Garage Vanity - We do not normally choose cabinets for a house. The owner has an allowance and we install their selections from Apex Cabinets. In this case I do not remember a choice being made for the garage and the owner requested that we just pick up something at [redacted] or [redacted] The original complaint did question the quality of the vanity. It was requested that we rechaulk the top to the vanity and to the wall.Brick Cracks and Floor - This project built in accordance with the plans and specs approved by both parties on land owned by the owner. The structural plans were engineered and sealed by a licensed structural engineer and reviewed and accepted by [redacted] County. This project was built on what ended up being a very difficult lot. It required under cutting of approximately 2 feet of bad soil and the footings required additional engineering. The footings are as much as 5 feet deep and reinforced with rebar in some areas at the direction of a soils engineer. Due to these unforseen conditions, we also installed 3 French drains inside of the crawl space as insurance against possible drainage issues. We did as much as humanly possible to make sure there were no future problems at the direction of structural engineers, but we have no control over what going on under the surface. The last pictures that we have of the cracks do not exceed the standards provided to the owner at closing. The structural framing of the floor meet or exceeds the requirements of the NC Building Code. The homeowner was not happy during the warranty period with the floor vibration. We discussed with him and we all agreed that as as customer courtesy we would install some additional supports under the house that were not intended to be code legal nor were they required to be. This issue was not a part of the original complaint. I suspect that it has arisen due to others checking out the brick cracking situation. All houses settle, expand and contract to some degree. We did all that we could to make sure that the owner experienced as little movement as possible, but we can not control what's going on underground. The owner was onsite approximately two to more than four hours virtually everyday that we were working on this project and did not hesitate to call me on my cell about anything, big or small to voice his dissatisfaction with anything that he did not like. He knows that we did our job to the best of our ability with the conditions that we were working with.