SGC Homes

Good Evening, I am [redacted] the Manager of SGC Homes First, I want to say that I/we try to do right by people and always treat people fairly I have learned as a business, you can communicate effectively and deliver just an average product The customer in turn, will appreciate the product because communication was effectiveOn the opposite side of that, you can deliver a great product and communicate poorly and the customer will think poorly of that product I can understand why the Mousers felt our communication skills were poor The Mousers as customers consisted of a Husband, a Wife and a Father in Law, all communicating with us and having different requests Communicating with a Husband and Wife on something as emotional as building a home is difficult enough, adding a third perspective with our level of communication proved impossible for us On top of this, we sell our selves "Semi-Custom Builders" for this neighborhood, we build any plan with our standard level of finish out In an effort to create what the customer requested, we took on more customization of this home than we typically do which added to the confusion of lack of communication On all homes, we do what we call a "punch out/final walk through" list in which the customer notes the items they would like touched up We did this walk through and as the customer stated we handled all the items on the list Regarding the painter, typically paint is done before floors are installed He did send one of his workers to do the final touch up without covering all the floors which is typical in the field This worker made a mistake and got some paint drops on the floor When we were informed, the main painter went out and met one of the three customers (I believe the father in law) who walked him around and showed him the areas to correct The painter made the corrections to the customers satisfaction and left I was later told that the customer (I'm assuming someone other than who walked the painter around) found a few other areas after the touch ups Regarding the windows, during the final cleaning of the property, the customer noticed that the cleaner scratched some windows When inspecting the windows myself, some had big scratches, but most were minor and likely not noticeable unless trying hard to find them We agreed to replace approximately panes of glass We contracted [redacted] with North Texas Glass Works (Invoice attached) When he walked the property with the customer the number of windows almost doubled but we got the replacements done anyway [redacted] replaced the windows with the replacement panes spec'd for the windows we installed, but somehow missed a couple and the dividers in one window was not in the correct alignment According to the window vendor, windows that are Low E have a tint to them The customer feels that at certain times of day the tints of the windows are off in a couple of places [redacted] has agreed to complete the missed windows, correct the alignment of the window with the divider and for added measure replace more windows to make sure they are consistentThe customer rejected this and is demanding that ALL windows be replaced While we want to do right by the customer, this just is not feasibleWe believe we have offered a practical solution [redacted] can be reached to get his take on it, from my understanding he is concerned if he goes back out there, the customer will find something else to "request to be replaced." In construction, these things happen sometimes and we do what we can to make it right Windows get broken, walls get dinged, etc and we just budget in for minor mistakes I feel we have done our part and while we haven't kept our customer happy by communicating effectively, we have treated them fairly As a business moving forward, we have addressed these issues: we will no longer allow for "extra" customization of a home (to cut down on confusion for all) and we have brought on someone to advocate for the customer from start to finish I firmly believe these solutions will keep these types of problems from continuing in the future [redacted]

Most of the frustration likely comes down to poor communication We've done a poor job at managing expectations and communicating We try to do the best we can with warranty items and adhere to the performance standards required by the warranty that we give With Poor communication
this doesn't mean a lot to the homeownerWe've actively worked on processes to fix this going forward. I will address the major items discussed in the complaint and then give our response The homeowner brought up the leaking hose bib Temperatures got down to degrees when we got an email from the homeowner on the hose bib Weather records can confirm this if necessary Frost free hose bibs work by shutting off the water on the inside of the insulated part of the home which in a insulated home per city records this wouldn't freeze The homeowner likely had a hose attached that created water past the shutoff point which would freeze in extremely cold weatherA plumber separate from original confirmed that the pipe froze on the exterior per phone conversation I can understand why a customer would be upset about this but this and the damage it causes isn't something a home builder can be responsible for We communicated this poorly which would lead to an even rockier relationship Home inspectors inspect homes to the most recent code out there Right now its the Building Codes Homebuilders build to local building codes and the city of construction was building to the Building Codes as this home was built in Naturally a home built to Building codes would not meet code levels A large majority of the items in the report were like this Our warranty handbook has very specific performance standards that items in the home must perform to and the our items met those standards There were even items that met the standard but we agreed to get them looked at or taken care of in order to "do more" Unfortunately this just made the relationship worse because contractors failed to call before they came and there are a few items left that are yet to be remedied Brick Repair - The general contractor emailed the homeowners to let them know why the brick was there and that the repair was going to be done on the following Saturday and that he would let him know to confirm He failed at following up thinking he only needed to let them know if they did not come So the repair was made and because the brick is from a different run it does look different from the original brick We weren't aware of any leftover brick when they were told that the brick was for their house The repair isn't completed as it needs to be cleaned and after speaking with the Brick company they have a solution that they will perform The homeowner has stated that they do not want us back out to complete the repair and as it stands its not completed so of course it looks bad This is something that I'm not done with and would like to allow the brick mason to finish and brick company to remedy color issue but at a standstill because the homeowner does not want us on the property Please advise on how to proceed

Good Evening,    I am [redacted] the Manager of SGC Homes.    First, I want to say that I/we try to do right by people and always treat people fairly.  I have learned as a business, you can communicate effectively and deliver just an average product.  The customer in turn,...

will appreciate the product because communication was effective. On the opposite side of that, you can deliver a great product and communicate poorly and the customer will think poorly of that product.      I can understand why the Mousers felt our communication skills were poor.  The Mousers as customers consisted of a Husband, a Wife and a Father in Law, all communicating with us and having different requests.  Communicating with a Husband and Wife on something as emotional as building a home is difficult enough, adding a third perspective with our level of communication proved impossible for us.  On top of this, we sell our selves "Semi-Custom Builders" for this neighborhood, we build any plan with our standard level of finish out.  In an effort to create what the customer requested, we took on more customization of this home than we typically do which added to the confusion of lack of communication.    On all homes, we do what we call a "punch out/final walk through" list in which the customer notes the items they would like touched up.  We did this walk through and as the customer stated we handled all the items on the list.     Regarding the painter, typically paint is done before floors are installed.  He did send one of his workers to do the final touch up without covering all the floors which is typical in the field.  This worker made a mistake and got some paint drops on the floor.  When we were informed, the main painter went out and met one of the three customers (I believe the father in law) who walked him around and showed him the areas to correct.  The painter made the corrections to the customers satisfaction and left.  I was later told that the customer (I'm assuming someone other than who walked the painter around) found a few other areas after the touch ups.    Regarding the windows, during the final cleaning of the property, the customer noticed that the cleaner scratched some windows.  When inspecting the windows myself, some had big scratches, but most were minor and likely not noticeable unless trying hard to find them.  We agreed to replace approximately 20 panes of glass.  We contracted [redacted] with North Texas Glass Works (Invoice attached).  When he walked the property with the customer the number of windows almost doubled but we got the replacements done anyway.  [redacted] replaced the windows with the replacement panes spec'd for the windows we installed, but somehow missed a couple and the dividers in one window was not in the correct alignment.  According to the window vendor, windows that are Low E have a tint to them.  The customer feels that at certain times of day the tints of the windows are off in a couple of places.  [redacted] has agreed to complete the missed windows, correct the alignment of the window with the divider and for added measure replace more windows to make sure they are consistent. The customer rejected this and is demanding that ALL windows be replaced.  While we want to do right by the customer, this just is not feasible. We believe we have offered a practical solution.  [redacted] can be reached to get his take on it, from my understanding he is concerned if he goes back out there, the customer will find something else to "request to be replaced."    In construction, these things happen sometimes and we do what we can to make it right.  Windows get broken, walls get dinged, etc and we just budget in for minor mistakes.  I feel we have done our part and while we haven't kept our customer happy by communicating effectively, we have treated them fairly.  As a business moving forward, we have addressed these issues: we will no longer allow for "extra" customization of a home (to cut down on confusion for all) and we have brought on someone to advocate for the customer from start to finish.  I firmly believe these solutions will keep these types of problems from continuing in the future.    [redacted]

Complaint: [redacted]
I am rejecting this response because:I have waited to respond as I was hoping that SGH would resolve the brick issue per our request.  They have not and desire to proceed with the same company that did the work poorly last week.  We desire to have a different company (with evidence of good workmanship and professionalism) complete the work.  The original company is unsatisfactory to us for a variety of reasons:1)  The workmanship itself is incredibly poor.  The brick cuts are very uneven and jagged.  The quality is terrible.  2) The brick masons should have absolutely stopped working when they noticed the brick was the wrong color.  They did not and left no explanation as to why they continued the job.3)  We have been given no information as to the name of the company, nor have had access to any outside information about their work.  I do know they showed up unannounced at my home on April 1st at 10am with an open trailer full of men.  No identification was on the trailer or the truck pulling it.  They appeared very unofficial and unprofessional.  Additionally, none of the men could communicate fluently in English, making scheduling and expectations very challenging.  Also, NO ONE has apologized to us for any of this.  All we've heard are excuses.4) This is the SECOND time this company has done terrible work on the same archway. 5) This unknown company left cigarette butts and trash all over our lawn and flowerbeds.          5) Thi
Regards,
[redacted]