StyleCraft Homes, Inc.

1/16/2018

First to Review
We used SC to build what we thought would be a house with the typical small issues.
Our list reads longer than War and Peace of not small issues, but MAJOR issues.
We even had to move out for a week to get them to repair/replace or re do.
That being said, we are now 2 years in and will be hiring competent "professionals " to do all the work correctly! Pathetic!
They are a shady "company" at best.
I would never recommend SC to anyone!
They tell you what you want to hear and they then do what they want, which is absolutely nothing! Their so called warranty is worthless. They tell you they will fix things and make it right, just to send you a letter stating nothing is under their "wonderful" warranty program. Please do not buy into it like we did. Big mistake!
I know of not one person in our neighborhood that has even been remotely happy.
Richards greed supersede what his father once took such pride in, his quality homes and happy owners.
We have contacted and filed complaints with the Revdex.com, Builders Assoc, Contractors Assoc and the Realtors association .
They deserve several negative stars!

Review: HVAC system leaking in less than 5 years - refrigerant was refilled twice in this period. Told in year 6 that the coils on both units are leaking and that this is a common problem with this low cost system. When contacting style craft homes I was told to contact the company. Company states that the warranty paperwork was never filled out in the first sixty days of installation and that they cannot honor the 10 year warranty. This would have been style craft's responsibility since this was a "model home" used for sales purposes for the first two years.Desired Settlement: I think that the home manufacturer is responsible to help cover the cost in the warranty period of ten years that would have been covered if this house was not used as a model home.

Business

Response:

Complaint Information- Revdex.com Case #[redacted]- StyleCraft Homes, Inc. StyleCraft Homes, Inc. ("StyleCraft") is writing in response to the foregoing Complaint filed by a homeowner, [redacted] ("Homeowner") regarding the lack of a warranty on the HVAC unit in their residential home (the "Home") purchased as a resale from a third party, but built by Style Craft Homes in 2011. As background, StyleCraft provides a 10 year home warranty through the Residential Warranty Company (RWC) to all homeowners, effective the date of closing. In addition to that professional home warranty, StyleCraft provides a two year builder warranty (double the industry standard), using the guidelines established by the RWC Limited Warranty in year 1 (extending to 2 years) to define warrantable items. StyleCraft also provides homebuyers with a Worry Free Maintenance Program, which includes complimentary inspection of the property on a quarterly, bi-annual, and annual basis, to perform many routine inspections and/or maintenance items normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by the RWC warranty. The RWC warranty is very comprehensive, and protects the homeowner against product defects. The RWC is a fully transferable warranty for the duration of the warranty period (10 years). StyleCraft Homes built the home in 2010-2011, and sold it upon completion on 5/27/2011. The Home was leased back by StyleCraft Homes from the buyer and used as a model home, but home maintenance and paperwork would have been the responsibility of the homeowner, not StyleCraft Homes. According to our records, StyleCraft Homes did not have any warranty requests regarding the HVAC unit during our two year builder warranty period prior to the current Homeowner. We sympathize with the current homeowner's troubles in dealing with an HVAC unit that needs to be repaired/replaced, but cannot be held responsible for the lack of unit registration by the first home buyer. StyleCraft is grateful for the opportunity to respond to this complaint.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: StyleCraft Homes Inc. of Virginia

Gentlemen:

Section A on page 4 of 14 of the Form Contract of StyleCraft Homes Inc. of Virginia provides in pertinent part:

Closing cost contribution by the Seller or Others towards Purchaser's total closing costs and discount points, surveys,

attorney's fees, and any other costs required by Purchaser's lender, shall not exceed $5,000.00, provided the loan is through

Seller's approved lender: [redacted], [redacted] Although I am a Member of the Virginia State Bar, I do not practice residential real estate law. My real estate counsel informs me that Section A is an impermissible tie-in arrangement. [redacted] has pre-approved my wife and me. We have also been pre-approved by [redacted]. StyleCraft has rejected our contract solely on the bases of the tie-in. Do my wife and I have any civil recourse against StyleCraft?

Sincerely, [redacted]

Business

Response:

[redacted]

Complaint Information –†Revdex.com Case #[redacted]–†StyleCraft Homes, Inc.

StyleCraft Homes, Inc. (“StyleCraft”) is writing in response to the foregoing Complaint

filed by its prospective customer, a husband (“Husband”) and wife (“Wife”)(collectively

“Customer”) looking to purchase a residential home (the “Home”) to be constructed by

StyleCraft.

Background Information / StyleCraft’s Business

StyleCraft is a residential homebuilder and its core business involves contracting with

prospective homeowners to construct semi-custom homes on lots owned by StyleCraft, and to

then sell and convey such completed home to the homeowner. As such, a typical StyleCraft

customer will meet with StyleCraft personnel to: (i) select a particular building lot in a StyleCraft

subdivision; (ii) to select a particular house / floor plan (from a list of plans offered by StyleCraft

in the particular subdivision in question); and (iii) to choose from a variety of other optional

features/colors/materials related to the house to be constructed. As such, at the time the purchase

contract is entered into between StyleCraft and its customer, the house in question has not yet

been built.

Once the contract is executed, StyleCraft proceeds to build the house according to the

customer’s selections. Once the house is completed, a residential real estate closing is conducted

to convey the house and lot to the customer. Very often, such real estate closing includes the

customer obtaining a residential mortgage loan in order to cover the purchase price, which, in

turn, requires a loan closing to be conducted as part of the real estate closing.

Moving into a new home is a significant decision for most customers (many of whom are

terminating leases and/or selling existing homes expecting to move in to the new home), and the

customer can suffer significant harm if closing does not occur as scheduled. Conversely,

because the house being purchased has often been heavily customized to meet the customer’s

specific preferences, StyleCraft can be significantly harmed if the closing does not occur as

scheduled. As such, both StyleCraft and the customer have a heavily vested interest in insuring

that closing occurs in a timely fashion.

Background Information / StyleCraft’s Purchase Contract / Incentive Program

As is the case with many homebuilders, StyleCraft offers its customers the opportunity to

participate in an incentive program under which StyleCraft agrees to contribute to the payment of

closing costs incurred in connection with the real estate closing. Such “no closing costs” offers

are widespread in the industry, and are subject to various limitations. In the present case,

StyleCraft offered to contribute up to $5,000.00 in closing costs related to the sale of the Home,

provided that the Customer obtained its mortgage loan through StyleCraft’s preferred lender (the

“Preferred Lender”). This requirement/limitation is clearly set forth in the purchase contract in

question.

StyleCraft has no pecuniary interest in the Preferred Lender and receives no origination

fee, commission or other direct financial benefit from referring a customer to the Preferred

Lender. StyleCraft’s primary reasons for identifying a Preferred Lender are to: (i) provide the

best possible home buying experience for its customers; and (ii) reduce possible delays in the

closing process. Purchasing a new home is a relatively complicated transaction with many

moving parts. The local county officials must provide certificates of occupancy, the lender must

meet its underwriting requirements, real estate title (and title insurance) issues must be resolved,

and finally, a significant purchase price must be paid and disbursed at closing. By using a

Preferred Lender who is familiar with local practices, and who is familiar with StyleCraft’s

subdivision communities, StyleCraft reduces the risk (to both the customer and StyleCraft) that a

closing will be delayed or even cancelled, due to problems with the loan underwriting or closing

requirements of a third-party lender who has less incentive than StyleCraft and the customer to

insure that closing occur on time.

Current Situation

Wife and the Customer’s real estate agent met with StyleCraft personnel several weeks

ago expressing interest in purchasing the Home. At such time, StyleCraft presented Wife with a

purchase contract. Because Husband was not able to attend the meeting, Wife took the contract

with her after leaving the meeting for further review and consideration. The purchase contract

was never ratified by StyleCraft and thus was never formally entered into.

Shortly after the meeting, Customer’s real estate agent called StyleCraft to inquire about

the incentive program – specifically inquiring whether StyleCraft would provide the closing

costs incentive if the Customer chose to use a lender other than the Preferred Lender. StyleCraft

declined to do so. Customer then declined to enter into the purchase contract as originally

prepared. StyleCraft has not required the Customer to use a particular lender, nor has StyleCraft

refused to sell the Home to Customer if the Customer chooses a lender other than the Preferred

Lender. StyleCraft has not withheld any deposits of the Customer and has not required any type

of contract termination fee or penalty. The only thing that StyleCraft has done is to decline to

modify the terms of its incentive program to allow the Customer to take the benefit of the

incentives without complying with the required terms of such program.

In short, the Customer has not been harmed by StyleCraft’s decision in any way. The

only setback Customer has suffered is that Customer has not been allowed to purchase a

StyleCraft home under terms which Customer proposed, but which StyleCraft was unwilling to

accept. Customer has attempted to barter for the price of a new home, and StyleCraft has

declined to accept the Customer’s terms.

Concerns Regarding Tying and Unfair Business Practices

Husband, who states that he is himself a lawyer, has raised the question of whether

StyleCraft’s incentive program constitutes an impermissible “tie-in” arrangement. Other than

stating somewhat cryptically that Customer’s “real estate counsel” has advised him that

StyleCraft’s incentive program violates the law, Husband has provided no support for this

assertion.

The question of whether particular commercial activity constitutes illegal “tying” under

the Sherman Anti-Trust Act or any other state or federal law is an exceedingly complicated and

fact-specific question. However, the basic thrust of such laws, and the cases decided under them,

is to prevent monopolistic activity on the part of very large producers of goods or services.

Indeed, the most famous cases involving illegal “tying” or “bundling” involve companies such as

Microsoft and Standard Oil which, allegedly, used decisive market-share power to force

consumers to make purchases that the consumer would not otherwise make. StyleCraft’s activity

in this case does not remotely compare to the “tying” or “bundling” activities involved in

traditional antitrust cases:

1. StyleCraft can hardly be said to hold a monopoly in the new home sales industry in

metro-[redacted]. Customer has many, many competitive options to consider when

looking to purchase a new home of the general type and price provided by StyleCraft.

2. StyleCraft cannot be said to have conditioned the sale of the Home on the purchase of

another good or service. Customer had every opportunity to purchase the Home by

paying cash, or by using whatever lender they chose – merely without the additional

incentives (a maximum of $5,000 in closing costs) offered by StyleCraft.

3. The terms of StyleCraft’s incentive program benefit the consumer generally. For one

thing, StyleCraft believes that the Preferred Lender provides competitive rates and

qualification parameters. Moreover, in StyleCraft’s experience and estimation, the

use of the Preferred Lender increases the efficiency with which the home buying

process can be completed and reduces lender/loan related delays or cancellations.

4. Preferred lender / no-closing-costs incentives are common in the home building

industry, and StyleCraft is not aware of any instance where a court of competent

jurisdiction (in[redacted] or elsewhere) has held that such programs were anticompetitive

or otherwise illegal. Indeed, the United States District Court for the

Eastern District of[redacted] very recently dismissed just such a claim in the case of

[redacted] holding that unless the

consumer can allege that the home builder exercised significant market power so as to

create a monopoly, no claim for tying could be maintained. StyleCraft is confident

that Virginia courts would view this situation in the same manner.

Conclusion

StyleCraft’s incentive program was created to benefit both StyleCraft and its customers.

StyleCraft has found such incentive program to be worthwhile and believes that such program

has been well-received by customers over the years. While StyleCraft is disappointed that in this

case this particular Customer appears to feel otherwise, StyleCraft intends to stand behind its

current policy regarding the prerequisites and limitations of its closing cost incentive program.

StyleCraft wishes this Customer the best in identifying another home builder who may be able to

better accommodate the Customer’s particular concerns and desires.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action does not resolve my complaint. For your reference, details of the offer I reviewed appears below.

StyleCraft's response is nonsense. The response misstates the Antitrust laws and gets so desperate it cites a

Review: We purchased a new StyleCraft townhouse and moved into it in September 2013. Immediately after moving in, we observed loud clicking and occasional thumping noises behind the wall of one of the bedrooms when water is run anywhere in the house. Only the pipes in this one location make noise, and regardless of which faucet/bath is used in our three-level home. The noises were loud enough to wake our child if we bathed or flushed a toilet at night. We notified StyleCraft of this problem at every walk-through/warranty inspection, including the first, 90-day inspection. StyleCraft sent several StyleCraft employees and plumbing contractors to our home to investigate the issue on at least 3-4 occasions. At least three of them said that the noises seemed excessive and not just normal thermal expansion of pipes. We also paid for a third party to perform an inspection, and he also noted the issued and included it in his report. The issue was again noted on the one-year walk-through, and also by a StyleCraft manager who inspected the issue during a subsequent visit to the house. At each of these visits, StyleCraft acknowledged the loud noises and said they would fix the issue. However, the latest correspondence, which I received in February 2015, was the problem was due to natural thermal expansion and Stylecraft would not fix it. I then called the extended (2-year) warranty company, who said they could not assist because loud/clicking pipe issues must be reported within the first year. Had StyleCraft informed me promptly after the 1-year walk-through (which we performed early in anticipation of issues with StyleCraft's service) that they were unwilling to repair the issue, rather than leading us to believe on multiple occasions that they would attempt to do repairs, we would have pursued a claim with the extended warranty company sooner. StyleCraft has misled us to think they would address the problem multiple times and has failed to do so.Desired Settlement: We ask that Stylecraft inspect the pipes behind the bedroom wall, which will require that the wall be opened up to access the pipes; perform the necessary repairs or replacement of pipes; add insulation to further reduce the noise; close up the wall and fix drywall and painting. We would prefer that StyleCraft not use the same plumbing subcontractor they have used in the past due to rude/disrespectful comments made by their employee to my child's nanny, but will agree to use them if that particular employee is not assigned to perform the work. We also ask that Stylecraft pay for the cost of the third-party inspection, which was approximately $300 and which we had paid for in order to have an independent opinion of problems with the house. In addition to the noisy pipes, the report revealed ventilation issues (blocked openings) that StyleCraft had previously denied being problems.

Business

Response:

Complaint Information – Revdex.com Case #[redacted] – StyleCraft Homes, Inc.StyleCraft Homes, Inc. (“StyleCraft”) is writing in response to the foregoing Complaint filed by ahomeowner, [redacted] (“Homeowner”) regarding customer service issues on their [redacted] home(the “Home”) purchased from StyleCraft Homes on 9/5/2013.We want to thank you for taking the time to share your experience with your StyleCraft Home.Providing customers with an exceptional experience is one of our highest priorities, and the feedbackis extremely important as we strive to address the situations you brought to our attention.As background, StyleCraft provides a 10 year home warranty through the [redacted] WarrantyCompany ([redacted]) to all homeowners, effective the date of closing. In addition to that professionalhome warranty, StyleCraft provides a two year builder warranty (double the industry standard),using the guidelines established by the [redacted] Limited Warranty to define warrantable items.StyleCraft also provides homebuyers with a Worry Free Maintenance Program, which includescomplimentary inspection of the property on a quarterly, bi-annual, and annual basis, to performmany routine maintenance items normally the responsibility of the homeowner, as well as identifyany potential concerns to determine if they are covered by the [redacted] warranty. The [redacted] warranty isvery comprehensive, and protects the homeowner against product defects.The Homeowner enlisted the services of a third party inspector and his report is dated 7/9/2014.StyleCraft performed the one year inspection on 8/4/2014 and the work order for that appointmentverifies that all of the issues noted by the inspector were completed, with the exception of the pipenoise, and signed off on by the Homeowner.As mentioned previously, StyleCraft provides an extended builder warranty of 2 years to our valuedhomeowners, using the [redacted] guidelines. The [redacted] guidelines pertaining to the plumbing noise isfound in Section 5 – Mechanical/ 9. Plumbing – Noisy Water Pipe. [redacted] guidelines state that thebuilder will correct hammering noise if caused by improper installation in the first year of thewarranty. However, since StyleCraft extends the builder warranty to two years, if there is an issuewith improper installation, the Homeowner would be covered by StyleCraft’s warranty until9/5/2015.In order to determine if improper installation was the culprit, [redacted] (a licensedplumbing contractors) was dispatched to the Home on several occasions, never finding anythingbeyond thermal expansion. The third party inspector also cited water hammer or thermal expansionas the cause, both of which are normal occurrences not indicative of faulty installation. As a result,the Homeowner was informed that professional opinions were that the noise was not a result ofimproper installation and therefore not covered under [redacted] guidelines.StyleCraft does not believe that this issue will be resolved by the Homeowners desired settlement, aswritten in the complaint. However, StyleCraft is willing to perform the work requested (opening thewall, investigating the issue, and adding insulation) but cautions the Homeowner that this processwill not only be disruptive to the Homeowner’s lifestyle, but may also cause noticeable variations inpaint and finish at the repair site.If the Homeowner is interested in pursuing this path, we request they contact us to schedule thework. StyleCraft is grateful for the opportunity to respond to this complaint.

Review: We have bought home as second owner. This house is recently built by Style Craft and sold to its first owner on 04/2013. This house has 10 years of transferrable warranty with its construction including 2 years of comprehensive warranty from builder on structural component. Which makes me qualify to ask Style Craft to fix any structural issue which may arise till 04/2015.

In November 2014, we have noticed a celling leak in our second floor bathroom. There is an attic space on top of that bathroom and few pipes are going thru that including dryer vent pipe. Since this an obvious leak from some pipe or likely from roof, it should be covered under warranty terms as Style Craft advertised all over the place [redacted]. As per the warranty documents on page 319.3 it clearly says that Builder warrants the first 2 years from the effective date of sale.

I have contacted Style Craft warranty department more than 15 times by calling and leaving voice messages. No one contacted us back. Frustrated me, end up calling [redacted] of Style Craft and left voice message. Finally, we got response back from warranty department and one person was sent for evaluation. As per his evaluation, leak is either coming from faulty dryer pipe installation or alternatively it’s dribbling surrounding the surface of dryer pipe from roof during rainy days. He advised us that either he or person from warranty department would get back to us. However, again after multiple phone calls we have not heard anything back from Style Craft.

So, theoretically, Style Craft Write and Advertise Everywhere about his Warranty and Worry Free Maintenance. Good Luck when you need it!! It is a False Promise and False Statement to customers. They do not have even simple courtesy to call you back despite leaving 15 voice messages. Bottom-line, what this means is….. Style Craft Does NOT CARE!!!Desired Settlement: I would like Style Craft to fix the leak, either installing new dry vent pipe, patching the roof to prevent further leak and fixing my bathroom celling from inside (patching and painting the area.).

Business

Response:

StyleCraft Homes, Inc. ("StyleCraft") is writing in response to the foregoing Complaint filed by a homeowner, ahusband ("Husband") and wife ("Wife") (collectively "Homeowner") regarding customer service issues on theirresidential home (the "Home") purchased from the original owners ("Purchaser") who closed on the home4/16/2013.We want to thank you for taking the time to share your experience with your StyleCraft Home. Providingcustomers with an exceptional experience is one of our highest priorities, and the feedback is extremelyimportant as we strive to address the situations you brought to our attention.As background, StyleCraft provides a 10 year home warranty through the [redacted]) to all homeowners, effective the date of closing. In addition to that professional home warranty.StyleCraft extends the builder portion of the [redacted] Limited Warranty from 1 year to 2 years, while alsoproviding a Worry Free Maintenance Program, which includes complimentary inspection of the property on aquarterly, bi-annual, and annual basis, to perform many routine maintenance items normally the responsibilityof the homeowner, as well as identify any potential concerns to determine ifthey are covered by the [redacted]warranty. The [redacted] warranty is very comprehensive, and protects the homeowner against product defects.As the second owner of a StyleCraft home, the Homeowner is eligible for the transferable [redacted] LimitedWarranty. However, the Worry Free Maintenance is a program offered only to the original Purchaser.The Wife first contacted StyleCraft on 12/04/2014 advising us that there was a damp area in the ceiling of themaster bath. StyleCraft scheduled an on-site inspection with her for 12/15/2014. On 12/09/2014, the Husbandcalled advising of the same issue. StyleCraft advised him that staff had already spoken to Wife and scheduledan appointment for 12/15/2014.During the appointment on 12/15/2014, the Warranty Service Technician inspected the damp area in masterbath ceiling and advised the Homeowner that the issue was most likely caused by condensation build up on thedryer vent pipe due to a clogged pipe. Cleaning dryer lint out ofthe dryer pipe is considered regular homemaintenance. StyleCraft advised the Homeowner of such and recommended that they engage a professionalduct cleaning service to remove the blockage. If the problem persisted after a thorough duct cleaning,Homeowner was instructed to contact StyleCraft for further assistance with the matter.Following receipt of this complaint, StyleCraft [redacted] reached out to the Homeowner via telephone on1/19/2015, and determined that the initial recommendation made by the Warranty Service Technician was notfollowed.The [redacted] subsequently met with the Homeowner on 1/20/2015, along with all other StyleCraft teammembers involved to review the area in question in order to corroborate the initial assessment. An exteriorinspection of the dryer vent pipe from the roof indicated a major lint blockage, which was removed by StyleCraft(see attached picture). Homeowner was again advised to have the dry vent pipe professionally cleaned to removeany other blockage that may be in the pipe. After cleaning, run the dryer for a few days normally. If anymoisture is still evident, Homeowner should notify StyleCraft immediately. If no moisture is present andHomeowner provides proof of proper cleaning of duct work. StyleCraft will repair the damaged sheet rock in themaster bath ceiling, and paint the ceiling to match existing as a courtesy to the Homeowner.StyleCraft is grateful for the opportunity to respond to this complaint.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: This builder has been a problem since we put a contract on this house in January. We put several items in the contract when we bought the house including a drainage problem in the back yard where water sits . They came out and graded it and now it is still standing and they are informing me since we signed off when they graded it previously that they will probably not take care of it. It is a health hazard for us to have standing water in our yard. This is only one of the many items that we have had to endure with this builder. The salesman for the builder lied to use about our real estate agent and to our agent about us. Our agent has decided not to show this builder's homes anymore. I still have a plumbing issue that has yet to be resolved. We call them and they won't return phone calls and then make excuses that they are waiting on outside contractors. It took us almost 3 months to get all the screens for our house. They failed to switch the stove from natural gas to propane and it ruined several of our cooking pots. They had to come out 3 times to complete the mudroom cabinet because they measured the seat area incorrectly and ordered the wrong hardware. They delayed our closing because they did not get all the items completed in time that were listed in the contract and on the inspection. The first weekend we were in the house - 3 days after closing one of our a/c units broke and the other one broke a week later and Stylecrafts employee stated he would not call someone after hours because it was not an emergency. This is just a shortlist of the many issues we have had with this builder.Desired Settlement: Take care of all the issues on this brand new home including the drainage problem , dead landscaping and other items in the home that require repair in a $460,000 house.

Business

Response:

StyleCraft Home, Inc. is writing in response to the foregoing Complaint filed by its customer, a husband ("Husband") and wife ("Wife") (collectively "Customer") regarding customer service issues on their residential home (the "Home") purchased from StyleCraft.

We want to thank you for taking the time to share your experience with your new StyleCraft Home. Providing customers with and exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to correct the situations you brought to our attention.

As background, StyleCraft provides a 10 year home warranty through the [redacted] ([redacted]) to all homeowners, effective the date of closing. In addition to that professional home warranty, StyleCraft extends the builder portion of the [redacted] warranty from 1 years to 2 years, while also providing a Worry Free Maintenance Program, which includes complimentary inspection of the property on a quarterly, bi- annual, and annual basis, to perform routine maintenance normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by [redacted] warranty. The [redacted] warranty is very comprehensive, and protects the homeowner against product defects.

As part of the sale of the home, the Customer enlisted the services of a home inspector who provided a 43 page report of items that, in his opinion, needed addressed. StyleCraft completed the inspectors list, as well as additional items listed by the Customer on the Pre-Settlement Orientation list. Customer acknowledged completion of the items with signature on 4/21/2014.

StyleCraft performed a Post-Closing Walk Through with the Customer on 7/7/14, completing 9 of 10 items to the Customers satisfaction. The outstanding item was screens for the home, which had been ordered and had not yet arrived. None of the other items in the Customer complaint was listed on Post Closing Walk Through list.

We deeply regret the negative experience the Customer and the Realtor had with the sales agent. StyleCraft no longer employs that sales agent, as he was not the type of employee that exemplifies StyleCraft's values and mission.

Following receipt of this complaint, StyleCraft President reached out to the Customer via telephone, and subsequently met on site to see the items in question. Many of the items in the complaint were warrantable items, per the [redacted] guidelines that would typically be addressed at the next regularly scheduled inspection (the 1 year inspection would be due on or around 4/24/14). Landscape and grading is not a warrantable item- however, due to the extenuating circumstance, StyleCraft saw this as an opportunity to make up for the negative experience the Customer had during the purchase of the home. Regrading and installation of new sod was completed on 10/1/14.

Honest feedback from customers is the best way for a company to address those areas in which to improve. StyleCraft is grateful that the Customer allowed us to remedy the issues.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to Stylecraft Homes letter regarding the above mentioned complaint. We agree that an inspection was done of this home prior to closing, this is a very common procedure when purchasing a home both new and previously owned, and which we did with our previously 3 home purchases. Numerous items on the inspection list were never completed and other items that Stylecraft stated were taken care of had to be redone due to the poor workmanship of the repairs. Many of the items that were worked on where being done as late as during and after closing.

In regards to the drainage issue and Stylecrafts assertion that we signed off on this item, the drainage issue was in the original contract and Stylecraft delayed numerous items including this, which caused a delay in closing of the home. We had taken off the contingency contract 5-6 weeks prior to closing and Stylecraft was still working on the drainage, patio, and fence on the day we were supposed to close . Due to the fact that they had not completed these items the closing was pushed back. Meanwhile my husband, my 12 year old son, myself, and our 3 dogs( the smallest of which is 40 lbs) were living in two hotel rooms. We had also moved out of our house in Houston 1400 miles away and had 26,000 lbs of household items on a moving truck from Texas. Due to their delays we had to call the moving company and have the delivery date changed.

When Stylecrafts contractor came out to work on the drainage he informed me that he had inspected the yard before we closed and he told Stylecraft it needed a French drain. Stylecraft decided to do the cheapest repair which did not work and they had to come back out and graded the area again. In response to Stylecraft stating they replaced sod, this sod was not originally paid for by Stylecraft , we as the homeowners paid for the sod and instillation ourselves. The contractor who did the most recent work has informed me that he is not sure whether this last grading will work and he still feels that the yard needs a French drain. I have informed [redacted] of Stylecraft of this.

In response to Stylecraft stating they met with my husband this is correct. When my husband requested a business card and his direct contact information he stated he did not have any cards and my husband presented him with his business card. [redacted], Stylecraft president, stated he would send my husband his contact information, my husband has still not received this information almost 2 weeks later. It appears that follow up with customers is nonexistent from the top down.

It seems every time we have an issue or concern with Stylecraft that either don’t follow up , fail to do the work properly , or they push back and blame their customers. I feel this complaint is more than justified in that we have numerous issues with this company and if what they stated in their response is correct, they should put the customer first.

Regards,