Spire Custom Homes

This is the response to complaint filed by *** *** regarding Spire Custom Homes *** CO Attached *** Unfortunately Spire Custom Homes has had some major growing pains in the last year Our company grew from building house per year to We were not staffed correctly for
the growth which we realize and are trying to make everything right with any of the home owners that are having concerns or issues In February we terminated our project manager that was in charge of this build We realized he was not fit for the role due to his lack of follow thru with call backs, and issues during build process We hired another project manager that was only with us for 1/months also terminated due to lack of follow thru I personally have been trying to take care of everything with running the company day to day We understand the call backs need to be addressed and plan to take care of them I asked *** to forward reports and inspections to me that she referenced in her complaint I have only received the Air Quality Report to date; I received this report on 5/4/after I sent and email on 5/3/asking for copies of reports and inspections I was not aware of reports or inspections prior to the complaint/email sent by *** I will email *** again to ask for the other inspections and reports I forwarded the Air Quality report to our HVAC company and they plan to address items on report in the home on Friday 5/12/ Unfortunatly the window in the front of home in staircase could not be addressed in the winter months due to temperaturesThe siding needs to be removed around the window and addressed This is on the list of items to address prior to 5/31/2017, my goal is to have all *** and *** call back issues addressed by 5/31/ The claim regarding the closet shelving had nothing to do with Spire Custom Homes, *** chose to take the credit from us for the closet shelving allowance and hired our sub we had in her home doing trim carpentry herself and paid him directly for installing closet shelving This did not go thru Spire Custom Homes theirfore Spire will not be addressing this items in the complain The crack in foundation she referenced was looked at by the project manager as well as Summit Siteworks Concrete company whom did the concrete work on this home Spire Custom Homes was told by the concrete company the crack was hairline and not a concern We will be having the concrete company come back out to the home to address any questions or concerns that might be happening The home was clean by a professional cleaning company prior to closing, I am happy to email in the paid invoices for this service I also have photos of the home prior to them moving into the home where you can see it was in fact cleaned. Regarding the sheetrock, beams and barn door Unfortunately sheetrock that was stocked in the basement for future finishing of the basement was used by the sheetrockers for the upper level of the home That sheetrock was never replaced, when *** and *** started work on their basement *** reached out to Taylor and asked how the sheetrock would be addressed and it is my understanding Taylor told him to send us the invoices for what was missing I have not seen the invoice If it was sent to spire it was not received by myself for processed through accounting I will be asking for the invoice for sheets of sheetrock that was replaced from what was taken previously from *** and *** and be sure to reimburse them In regards to the beams the day of closing the buyers were going to take a credit for the beams and decided they wanted us to put the beams in the basement once they finished the basement Unfortunately our finish carpenter has been booked at other job sites thru Thurs May 18th He will be addressing the beams at *** and ***'s house the following week for them Regarding the barn door, I am not sure what she was expecting for a barn door but we did put of a door on a overhead track(barn door track) prior to closing Unfortunately this door was only a 2'8" door so it did not cover the 3ft opening A new door was ordered and installed, Paul(finish carpenter) will be addressing any adjustments needed to the barn door the week of 5/ We had all the required inspections done by the City of West Fargo, these inspections need to be done prior to getting final Certificate of Occupancy which is needed in order for the buyers to actually move into and living in the home We will be taking off some casing to insure the insulation was installed correctly around the windows the week of 5/ Regarding the baring wall referenced in complaint I personally was not aware of this issue I was aware of drywall repairs that needed to be addressed in the home, the taper that did that home was informed of these issues in December and told the home owner that they needed to wait for repairs until the spring due to how the house shift from seasons changing I will communicate with the drywaller this week to figure out when he plans to go address drywall items I personally will be going to the home Friday to look at the baring wall issue referenced and address as needed If the windows were installed incorrectly that would have been flagged during the framing inspection which is a required inspection by The City of West Fargo The railing also would not have passed final inspection in order for us to get CO if there was an issue with it I have attached a copy of the CO received for this home We will need to look at the referenced base/case and doors to trouble shoot issues on these items Due to the extreme cold temps in ND many windows have condensation, also if proper air flow was not getting to windows due to closed shades or blinds ice build up will happen HVAC company is going to test/and adjust register air flow if needed as well as addressing air exchanger on Friday 5/ The day the leaking sink was brought to my attention I had the plumbers at the home to fix this The carpet we were made aware of that was not properly secured was addressed with flooring installer It is now my understanding there are a few more placed their is issues with carpet Installer will be going back to address these areas on 5/22/ I was not aware of additional areas that needed attention with the carpet until this complaint The HVAC company is going to be looking into why the temerature is between on one end of the hall and on the other end of hallway on 5/13/ In regards to the trim having smudges these areas are where nail holes are filled with puddy and blended Unfortunately the darker the stain is the harder it is to hide any smudge marks in these areas I fully understand *** and ***'s frustration we recoginze that we have failed in customer service/call backs and are doing everything possible to take care of all call backs on our plate by 5/31/ As a company we are working on putting procedures into place to insure we have better customer service We truly do care about the families we have built homes for, it was a snowball effect of growing pains, and the termination of project managers Many things fell through the cracks and we are going to do everything possible as a company to make them right Sincerely, Jeff *** Angi *** Spire Custom Homes ###-###-#### Keller Williams Inspire Realty *** *** *** ** *** *** Fargo ND