Terramor Homes, Inc

VP John Froh and Terramore literally has no regard for the buyer. Froh literally laughed at me when I asked that an inaccessible floodlight be
Moved. I strongly
Suggest buying a home built by someone other than
John Froh ans
Terramore. Trash

Terramore will not do anything to satisfy the buyer. They use the cheapest materials and subcontractors. VP John Froh literally laughed at me when I requested that a floodlight be moved. The floodlight is not in
Any way accessible to swap out a bulb. Very arrogant management, John Froh and Terramore couldn’t care less about the buyer.

Terramor has trespassed on our property and took our land without permission from nor notification to us. Name(s): [redacted] & [redacted]Address: [redacted] Rd [redacted] NC XXXXX /Lot **Phone Number: XXX-XXX-XXXX Email: [redacted]@yahoo.comTo Whom It May Concern:What Happened-My husband and I purchased Lot [redacted] Rd in [redacted] on Dec. 18th 2013. At that time, the backyard was full of vegetation, including trees and grass. We had a survey conducted in order to reflect our property lines. During the summer months, my husband cut the lawn and cleaned the debris on our property so that we could maintain visibility of the beautiful trees. When we first moved here, we asked if they were going to clean the area directly beyond our property line (not including the protected woods) and she replied no, the Town of Knightdale said that it had to stay that way. Shortly thereafter, we came home and saw the trees were cut down (this included trees on our property) and a bulldozer was sitting behind our home. We then went to the seller's agent to inquire about the situation, since no one had informed us of what they were doing to our property. I also told her that our survey markers were removed. All she said was "they're going to fix it up nicely, you're going to like it"...and they will replace the survey markers. I then sent an email to [redacted] and the developer with my complaint and got no response from the developer, just one from [redacted] saying she thinks we will be pleased with the improvement. My husband came home one day and saw the workers on our property taking the dirt up with a bulldozer. He spoke with the workers and asked what they were doing and if they were going to level it back off. They replied yes; so that's what we were expecting. After weeks of them being out there, the results were 1). Standing water for several weeks 2). Vegetation removed from our property 3). A sharp hill where my husband can no longer cut our grass and 4). A cliff and steep hill that has created a danger for our children to play. If the property would've looked the way it does now, during our time of purchase, we would not have purchased this lot. It represents a substantial danger to our children at play in the backyard. As recently as May 6th, my husband spoke with [redacted] Land Operations Manager of Terramor Homes who said they have the right to do anything they want to fix the pond in the backyard, which includes taking our land. In a nutshell, they took our dirt and land and said it was their right. We want them to either pay for what they've taken or give us the following concessions-1. Have our iron pipes reinstated, and our survey markers re-posted2. Our Property leveled off to the property lines3. Build a fence at the edge of our line as protection from the hill/cliff that has now been constructedIn addition we have been having issues that the builders cannot figure out in regards to our crawl space. Water builds up and settles in our crawl space creating damage to the items stored there. This, too, needs to be rectified ASAP.Desired SettlementWe want them to either pay for what they've taken or give us the following concessions-1. Have our iron pipes reinstated, and our survey markers re-posted2. Our Property leveled off to the property lines3. Build a fence at the edge of our line as protection from the hill/cliff that has now been constructedIn addition we have been having issues that the builders cannot figure out in regards to our crawl space. Water builds up and settles in our crawl space creating damage to the items stored there. This, too, needs to be rectified ASAP. Business Response /[redacted]/To whom it may concern:There seems to be some confusion as to the claims from [redacted]. [redacted] bought a home from a builder by the name of [redacted] and [redacted] and not Terramor Homes. We have never sold a home to [redacted]. In addition, [redacted] and [redacted] is represented by [redacted] Company and not Terramor Homes, Inc. Terramor Homes was not involved in any way with the sale of the home to [redacted]. The issue being brought up by [redacted] is a Homeowners Association issue as his lot backs up to a stormwater pond that was recorded as such in all public documents 5 years before Mr. [redacted] bought his home and was present when he bought his home. Mr. [redacted] has also contacted the Town of Knightdale about this issue as they are the ones requiring the work behind his home. We will let the Town of Knightdale, HOA and his builder deal with this issue.SincerelyConsumer Response /[redacted]Document Attached[redacted]The response from Terramor is not accurate. To clarify, We initially contacted the HOA (represented by [redacted]Senior Manager, Developer Division[redacted] Corp.) per the instructions of [redacted], Code Enforcer for the Town of Knightdale, and was told that Terramor is the one responsible. In the email to me, [redacted] said "This is not an HOA matter however I contacted Terramor and if they haven't already they will be in-touch." (I can provide a copy of that email correspondence). [redacted] and [redacted] built our home but Terramor Homes is the one encroaching on our property. In fact, we spoke with the Land Operations Manager of Terramor, [redacted] on three occasions to combat this issue, because he said he was our contact for this issue. Subsequently, we asked him for proof that would show us they could trespass, but he has not produced them. We specifically asked about the property behind our home before purchasing the lot, and were told by the representative/onsite seller's agent for both [redacted] & [redacted] and Terramor Homes that it is protected and cannot be altered. We could not nor could the builders.There was No pond behind our home at purchase. the attached picture proves it.It was only trees bushes and other vegetation.We spoke to the Town of Knightdale who said they did not give permission to Terramor to trespass ** our property and could not produce documents showing they permitted Teeramor to alter our property. They are only allowed to use the easement on the right hand side of our property, which we knew about from getting a survey. Our issue is the area that they did not have permission to alter. Final Business Response /[redacted]/The complaint was filed as a :Sales Practice Issue". We have not sold a home to [redacted] or were not part of any transaction with [redacted]. The Covenants for the Neighborhood which run with [redacted]'s lot gives [redacted] LLC (The Declarant) the right to perform work in and around [redacted]'s property to satisfy Town ordinances and State Law for stormwater management. These are recorded documents that govern the neighborhood. We can provide copies of these documents and [redacted] should have been provided these documents at closing.Also, the plat for his lot show the stormwater pond behind his home, approved by the State of North Carolina and the Town of Knightdale. This pond must be cleaned up and converted to a permanent retention pond per agreements with the Town, the county and the State. The plat with the pond is recorded in Book of Maps 2012 Page 167. In addition, Mr [redacted]'s lot has always sloped and has never been flat. We developed his lot and we have all Construction Drawings showing the grading of his lot.The so-called "trees" behind his house are seedlings of pine trees that must be removed for the stormwater pond to work correctly. In any case, Cheswick Investments LLC is the Declarant party responsible for HOA duties and all cleanup is being done in order to satisfy State Law and Town Ordinances. [redacted] LLC has all rights as Declarant of the Homeowners Association and all work being done behind [redacted]'s house is for the benefit of the HOA.We have offered to meet with [redacted]. [redacted] representative of [redacted] LLC has voluntarily stopped by [redacted] home in two occasions. Both times [redacted] left his phone number for [redacted] to come back to us with a proposal. We have never heard from [redacted] directly.

The steep downward grade from my neighbors yard is causing severe erosion to my yard. On or about 10 June 2014 I contacted Terramor Homes field manager to discuss my concerns on my one year warrant. One of my major concerns was with the erosion on the side of my home.My home sits on a steep grade and the neighbors home is raised above mine. The yard between the two homes are sloped down on one side (my side), and when it rains all of the water runs into my yard causing the flower beds to get heavily saturated and the mulch is pushed down the hill. The heavy amount of water also causes severe erosion in the yard. Because of the amount of water flow, the grass will not grow in that area and will continue to erode the ground. I am also starting to have the soil around the home to erode causing pockets of holes to develop around the home. I have sent multiple emails to the field manager, the warranty manager and to one of the Terramor builders. The responses are generic and at times unprofessional. One of the responses I received said that there was nothing Terramor could do for my yard and to contact a landscaper to see what could be done for my yard. To me this implied that I would have to pay to fix this issue myself although my home is still under warranty. All I ask is for Terramor to come and look at the problem and fix the problem. The longer this problem continues to sit, the more the ground around my home will continue to erode away.Desired SettlementI am asking that Terramor homes come out and fix the drain problems by installing the proper drain between the yards. Business Response /[redacted]/I will attach the letter that was mailed to our homeowner on Friday via US Postal Service. I have also followed up with our homeowner via email today and attached a copy of the same letter. As a homeowner of a brand new construction home, it is imperative to work toward establishing a root system in his yard. His yard, as well as drainage is functioning properly, per industry standards and within the warrantable guidelines required by the NC State Warranty. Thank you.[redacted]

Grading of new build property nect to my property by Terramor Homes has and will create erosion to my property creating flooding And uneven surface.On or about the latter part of August, I contacted and paid for an inspector to inspect the damages when the bulldozer that was digging and flattening out the lot adjoining mine hit something in the ground which caused water to come shooting out of the ground. I thought the bulldozer had hit my home because my entire home shook causing damages to both the interior and exterior of my home, landscape and decorative mound with shrubs, trees and pine straw in my yard. I went outside to see what had happened. The bulldozer operator had turned off the bulldozer and was just sitting there watching the water shooting out of the ground. I looked at him and all he did was shrug his shoulders. I called the water company thinking the bulldozer operator had damaged my water pipe because there was an enormous amount of water going everywhere. Not only was the water shooting out of the ground but it also flooded the entire landscape on the side of my house. The water was flowing across my yard, driveway and into the street. It cost me over $1000.00 just to have my landscape, shrubs, trees and pine straw replaced/repaired. As of this date, there is still water that constantly builds up between my property on the other property. The entire length of the area that runs between the 2 properties is so saturated that you can't even walk through it without sinking. The water continues to flow down my yard towards the road and has already caused more dirt & pine straw to flow off/away from the mound toward the road onto the grass. The water is literally making a trench on my property. Mr [redacted] on-site supervisor, had agreed with the terms set by my inspector to ensure the properdrainage would be installed so there would be no future issues/damages with the water and drain issues. I spoke to [redacted] Terramor Homes Construction Spervisor, and tried to explain the the situation. He refused to listen to me because he kept interrupting me when I was trying to explain the issue. He told me it was my issue because the water was on my property and to do whatever I want to do to rectify this situation and that it was not his problem. I asked for a name and phone number of his boss and he refused to provide me with the information. He stated he is as high as it gets. I asked if he owned Terramor Homes and he stated "no" and that he was the only person I needed to deal with about this situation. The call was ended by Mr [redacted] stating again that is was on my property, it was my issue and my responsibility to fix it if I wanted it fixed.Desired SettlementTerramor Homes needs to repair the damages that was caused by the grading of the lot adjoining mine. The grading and raising the lot higher than mine has caused all the water from that lot to drain unto mine causing flooding,soil erosion, water to pool and keep the land saturated and also cause damage to my landscape. The on-site building supervisor stated to the engineer that I had hired that Terramor Homes would fix the drainage issue so no more water issues would occur. They also should pay for the damages to the interior, exterior of my home and my landscape.Business Response /[redacted]/This is a neighboring property to Terramor Homes, this is not a Terramor Homes customer. Our project manager went to great lengths to ensure that nothing was disturbed to the neighboring home during the construction of the Terramor Home. Prior to commencement of construction, we installed silt fence over a foot away from the neighboring property line to protect the neighboring established yard. (The green electric pedestal (box) splits the property line- see photos). The landscaper and our Field Manager were each present when silt fence was installed to make sure no one even stepped onto her property. The Town of Wake Forest Inspections Department conducts an erosion control inspection before work may commence, in which this property passed inspection the first time. When the water that is typically trapped behind granite was unleashed from the Terramor property, the silt fence was there and did not even touch her mulch, shrubs, grass or her driveway. Our Field Manager was present and made sure of it with all trades and work occuring. As you can tell by the attached pictures, she has green grass. If there had ever been any erosion, her grass would have been destroyed and show significant evidence of that. You can see property stakes our Field Manager had placed in every 20' down center of property. The phone pedestal was in the condition shown prior to us beginning construction (as you can see in the pre construction pictures). Our Field Manager, [redacted] and our Director of Construction, [redacted] have been in communication with this neighbor. The Town of Wake Forest granted us the Certificate of Occupancy on this home, as it met all of their criteria from an inspeaction standpoint. We have informed the neighbor that if she would like to contact the Town for further review, we would be happy to meet with them should they see a need for something to be altered in any way. We have not heard from anyone with the Town and further on this matter and since we have met all criteria, received our CO and have satisfied all necessary inspections and have not disturbed the neighboring property, we see no reason to continue further discussions. Please feel free to contact me directly for any further information needed. Thank you. [redacted]Consumer Response /[redacted]/Terramor Homes responded to my complaint making inaccurate statements and also provide 1 pre- construction photo and 4 post-construction photos. They state that the Town of Wake Forest conducted an inspection and the property passed the inspection the first time. The statement made is false. I contacted the Town of Wake Forest and was informed that the property had been inspected in October 2013 and failed. An additional inspection was conducted in December 2013(in which the ground was frozen with the water being frozen) and the property, at that time, passed on the second inspection. The inspector must not have inspected the back of side of the home very well because it was clearly evident that there was still water pooling on both sides. Terramor Homes stated that the water did not touch my property however the 5 photos sent did not represent the prior water damage. I have photos that will reflect the silt fence which had been flattened by the water. They also state that they install the silt fencing OVER 1 FOOT from the property line. As the photos reflect and my photos indicate, the silt was not 1 FOOT OVER my property line. Their photos reflect no damages because I had already had my landscape company replace the soil, plant more grass and replace the mulch. I have photos and the bill to prove my expenses and damages. Another false statement made was that their Field Manager was always present at the site...When the water came spewing out of the ground, the only person there was the bulldozer operator. I stepped out of my house to see what had happened or whether he had hit my home. I observed the bulldozer operator had stopped working and was sitting on the bulldozer. I asked him what had happened and all he did was shrug his shoulders as both of us watched the water spew out of the ground, and flood my yard and the road. I have a witness that will attest to that. I was in my home 24/7 and did not leave my home due surgery. I did speak with the site manager several days after the incident and he had stated they would place drainage so the water would not go unto my property. I have the email to verify his statement. Nothing was done. I then spoke with [redacted] who never suggested we meet when I had asked to set up a meeting. His statement to me was, "Hey it's your problem, not mine." Yes my grass is green and my yard is well kept but I do pay to have my property well landscaped. The reason Terramor Homes has not heard from the Town of Wake Forest is because they had also informed the first gentleman I spoke to that they would set up drainage. I have tried to call [redacted], owner of Terramor Homes, on several occaisions when the incident happened to try to resolve the issue. Every time I called I was told by the receptionist that I could only speak to [redacted] When I asked to speak to the owner, I was given the same response, "You can only talk to [redacted] When I asked if he owned the company, the receptionist stated he did not own the company but I could not talk to anybody except [redacted] I can only assume that [redacted] does not want to talk to anybody except those in her "Class of People" and has [redacted] deal with the "little people".Business Response /[redacted]/Representatives, [redacted] (Director of Construction and [redacted] (Field Manager) met Ms. [redacted] at her home for nearly 2 hours on Tuesday, May 13th. At that time, they listened to Ms. [redacted]'s concerns and complaints. Additionally, they viewed nearly 300 photos that Ms [redacted] had taken of her yard- none of which reflected any evidence that Terramor Homes caused any issues with her yard and again, no evidence of outstanding issues was shown in photos or upon inspection of the yard.Ms. [redacted] claimed that she thought she had more photos somewhere that would prove her case and both Mr. [redacted] and Mr. [redacted] let her know that if/when she locates those photos, she is welcome to share them with us. Since that time, we have not been shown or provided any further photos. Mr [redacted] also reached out to the Engineer who performed the inspection of Ms [redacted]'s structure and foundation and the Engineer stated that none of the issues that Ms. [redacted]'s home has have anything to do with Terramor Homes. He was very specific in his statement of the cause of her structural issue, however, because we are not her builder or have anything to do with her home, we will not make those statements on this response. He did, however, say that he would be happy to speak with anyone regarding that matter and would tell them the same- that her issue has nothing to do with Terramor Homes. Mr [redacted] and Mr [redacted] very kindly offered to her some flowers or mulch in her yard as a goodwill gesture for having been the neighbor of a home under construction but Ms [redacted] declined the offer and instead stated that she insisted we reimburse her for the $2000 she spent on her yard with her landscape company, for which she had no invoice she could even produce for this expense.Terramor Homes has made every effort reasonably possible to be as courteous as possible with a homeowner who is not even our customer. We have never been contracted to do any work for Ms. [redacted], have not performed any work on her property and have gone to extreme efforts and extent to preserve her yard and home- as our previously provided photos prove.We would advise that if Ms. [redacted] wishes to pursue this or any other matter toward Terramor Homes, that she seek legal counsel to do so as we will not continue further discussions or conversations with her on these matters. Thank you.

Review: I am writing to you in reference to a Second -Sink Hole discovery up on the hill in my back yard, which was found by my young grandkids and friend's kids while playing in my yard during a BBQ Event on Sunday September 7, 2014. An email was sent to Developer [redacted] and Field Manager [redacted] at Terramorhomes. 9-7-14. On Tuesday 9-9-14 field mgr [redacted] emailed me, when could he come out and take a look at the hole. We both agreed on Wed X-XX-XX at 10am. Landscaper [redacted] at terramorhomes was sent to my home on X-XX-XX as well, by developer [redacted] to take pictures of the sink-hole and the ground sinkage, surrounding the sink-hole area. Madam, or Sir, let me go back to last year, in August 2013 to the First Sink-Hole I discovered up on the hill in the same area, while pulling up mushrooms. At that time the hole measured 17 inches deep. I could look down into the hole and see boards sticking in all directions. I immediately emailed developer [redacted] about the sink-hole discovery, and my biggest concern for my grandchildrens,and friend's kids getting hurt by falling through the sink-hole. The ground around the tree near the sink-hole was starting to split like there had been an earlier earthquake. My husband and I knew then, that the whole right side on the hill needed to be filled in with DIRT and PACKED COMPLETELY, in August 2013. Especially, after looking down into the hole and seeing boards where dirt should have been packed in the first place, by terramorHomes, before selling the home. Neligence on terramorhomes part. I did not get any response from [redacted] via email, or by phone in reference to the email I had sent him. I reached out to Town Of Knightdale, Senior Planner [redacted] by emailing her on August 20, 2013 about the discovery of the sink-hole in my back yard. Ms. currin emailed me on X-XX-XX that she had emailed [redacted] to contact me and discuss the sink-hole, because the town would not have much ability at the time to correct the situation, and I would need to reach out to terramor to discuss the sink-hole. On 8-20-13, mr. bailey finally responded by sending me an email stating that, "He had talked to landscaper John [redacted], and he will be filling in the hole. We need to watch over the hole the next several months to see if the area settles anymore. This could be all the settlement we will see, only time will tell. Sounds like it was confined in one area". So true, are Paul Bailey's words, because, when John [redacted] came out on the first visit to take pictures of the hole the first time, he saw that the ground around the tree and surrounding area was sinking then, and we spoke to him about filling in the whole area.. But, john [redacted] only filled just the first hole early one morning without my husband and I being present, and nothing more. After the first hole was filled in 2013, Paul Bailey stated in an email that John [redacted] would continue to monitor the hill for more holes. During the rest of the year, 2013, I never did receive any kind of notice from pail bailey or John [redacted] about monitoring the hill for more holes. John [redacted] later admitted to me and my husband that he had not monitor any more holes. But now, a year later, on 9-7-14 a second sink-hole was discovered by my grandkids and their friends in the same area while playing on the hill, measuring 30-ft deep. Terramor's field mgr bryan Watkins called me on X-XX-XX to tell me, ' that the owner of terramorhomes was out of town until Friday 9-19-14. Each Tuesdays terramor have their regular meetings. Then on Wednesday, after the meeting X-XX-XX he would call me and tell me when terramor homes would come out to fill in the hole etc, with dirt." Field Mgr, Bryan did call on that wed X-XX-XX as he said he would do. He informed me that a contractor had taken a look at the hole and the area that needed to be filled in. The contractor would be filling in the hole, but he could not tell me exactly when, but he would keep on top of it, and he would call me in a few days. I phoned bryan, a few days later,( because my computer was down), to inquire about what was happening, plus he had not phoned me, since he was the one giving me the messages from terramorhomes. Paul Bailey have never emailed me or phoned. Bryan did not call me back anymore either. Its as though they couldn't care less about anyone getting hurt or follow through with what they said they would do. I reached out to Town of knightdale Jennifer currin, again by email on Monday X-XX-XX informing her about the discovery of yet, a second sink-hole in the same are on the hill in my back yard. Ms. Currin did not repond to my email at that time, because she was out of town. I did not know this until after the second email I sent her on 10-1-14. Ms. currin sent me an automatic reply XX-X-XX stating she was out of town,and she would be back on mon10-6-14. However, if I needed immediate assistance, I could call a number she provided, to speak to someone there. I immediately called the number, and was told that Town Of Knightdale Engineer Fred Boone, had reached out to terramorhomes, developer, and was told that a contractor would be coming to my home, once they found enough dirt to do the job. I was given a name from the town of a contractor whom they said worked for terramor.that would be doing the work. I was given a direct number to call him. He informed me that he was not the contractor,and he only does Permits. I asked him if he had seen bryan Watkins, or was he any where near, or perhaps he could tell me who the contractor would be to do the work." No, was his response. I told him to tell bryan to call me, if he sees bryan. OK! was his response. I did not hear anything from bryan, nor have I heard from anyone at terramor. On Wednesday XX-X-XX I sent an email to field mgr bryan Watkins again, Re: Second-Sink Hole in Back Yard(30-ft Deep) stating: "The sink-hole in my back yard is getting deeper, along with the surrounding area. I have not heard anything more from you, or terramorhomes about repairing the sink-hole in my back yard. My husband cannot mow the lawn upon the hill in that area, because he's afraid of falling through. Terramor keeps saying they will fix it. WHEN? WHAT TIME period wil itl be done? This matter needs to be done in a timely matter ASAP. It is a dangerous situation. My grandchildrens and their friends needs to play outside whenever they come over to visit. Does terramorhomes wants to be responsible for my grandkids getting hurt, with a twisted ankle, or broken bones, if they fell in a hole? Especially, when TerramorHomes are AWARE of the sink-hole. You see it happens on tv all of the time. It is so BIZAAR, that terramorhomes are taking their sweet time to ward off a bad situation, and do what they said they would do. Too much time has passed. I certainly hope everyone at terramorhomes have some kind of conscious. We are purchasing our house from terramor. We like our home, neighbors, and quietness. But, those moments becomes quickly diminished, when my husband, and our grandkids, and friend's kids can't enjoy a descent BBQ before the winter sets in, without worrying about sink-holes. You guys needs to step up to the plate, and take care of this situation, that should've been taken care of COMPLETELY, when the first sink-hole was discovered in August, 2013. I look forward to hearing from you ASAP, via email or by phone." Well,today, tuesday 10-7-14, a whole month later, no one has contacted me via email, or phone. On monday,XX-X-XX my husband measured the sink-hole, again. It has deepen from 30 inches deep to 35inches deep, from the recent rainfall, and the sinking ground surrounding the hole is 22 ft across and sinking. The hole probably would have been deeper, if we hadn't put boards across it. The sinking can be seen from the street on the right side. We are so embrassed to have out of town relatives come to our home, and having to explain to them what is happening, in our 2yrs NEW HOME.back yard up on the hill. Still, terramorhomes have not rectified this HAZARD SITUATION as of 10-7-14Desired SettlementYou guys needs to step up to the plate, and take care of this situation, that should've been taken care of COMPLETELY, when the first sink-hole was discovered in August, 2013.Business Response Contact Name and Title: Michelle Simms/ COOContact Phone: 919-796-6783Contact Email: [email protected] following is the letter that was sent via email to Mr. and Mrs. Massenburg today, at the time of this writing: "Mr. and Mrs. Massenburg,As you are aware, Terramor Homes has been communicating the process and steps that will be taken, as well as the timing involved in resolving the sink hole situation in your back yard. Just as the Town of Knightdale has also already explained to you, the issue will be resolved. Available dirt, equipment and weather are all factors in this situation and must be taken into account. While we understand that you are looking for immediate resolution, everything is in process for this to be resolved with all trades on standby ready to go as they are needed and able. Again we understand and appreciate your patience and cooperation in this matter, however, the filing of a Revdex.com complaint does not affect our desire, ability or timeline in getting this situation resolved. It will be resolved in the same manner that has already been communicated to you all along. Bryan Watkins, our Field Manager in Cheswick, will continue to communicate with you, as he has all along with the status of where things are with completion of this repair.Thank you."Consumer Response We have received an response from TerramorHomes that the Sink-Hole Issue will be resolved, (hopefully in a timely manner), when available dirt, equipment, and weather permitting factors exists. However, if the Sink-Hole Issue had been repaired COMPLETELY, last year in August 2013, we would have moved on with our lives by now, and enjoy our new home, without the sink-hole issue. But, we will accept Terramor's Homes Warranty and Repair Request Response, that the Back Yard Sink-Hole Issue will be repaired. Shirley and James Massenburg

We needed some tile work redone in our bathrooms due to poor workmanship. Terramor has failed to finish the job per our contract documents.Per our Homeowner Orientation document & a list of items the on-site representative [redacted] wrote prior to closing, Terramor was to complete all listed items prior to closing. If the items could not be complete prior to closing, Terramor was to notify us in writing and give us a timeframe for completion of these items. There were a handful of items that were not complete prior to closing (window sashes, flooring/tiles issues, damaged siding, etc). After closing, we contacted Terramor to address some of these items. They directed us to contact their subcontractors directly to resolve any outstanding issues. We contacted CTI (flooring), the siding contractor, the cabinet company & the window contractor as directed by [redacted] to get the items on our list fixed. CTI came out to do an inspection & during their inspection, they found that the 1st floor bath grout was cracking because the tile was not installed correctly. CTI said that the bathroom would need a new subfloor and be completely re-tiled. This is in addition to the tile/grout issues we were having in 2nd floor bathrooms. CTI started this work on 1/3/2014 & 1/4/2014 & came back to finish it on 1/10/2014 & 1/17/2014 to replace the thresholds. CTI came out to replace the final thresholdon 1/17/2014 & shut the door so no one would walk on it. We noticed the following morning that the installed threshold in the 2nd floor bath was damaged/cracked in the corner. Because of the tile work, all bathrooms needed to be recaulked, & the shoe mold in the 1st floor bath needed to be replaced & painted. On 1/10/14, [redacted] project manager for Terramor) scheduled the trim guys & painters to come at 2:30pm (I have email documentation). I took off work to be at home as well as scheduled a Nanny to pick-up the kids. The painters showed up at 3:30pm but they couldn't do anything because the trim guys never showed. I waited until 4:42pm for someone to show up & sent an email to [redacted]. At 4:56pm, the trim guys finally showed up. After the finished, we sent another email to [redacted] asking about the painters. He said they would be there at 9am on Saturday morning. We waited at the house until 1:30pm on Saturday, and no one showed up....again. So...on Monday morning (1/13/2014), I sent the email to [redacted] about making complaints publicly because they can't seem to get these issues resolved otherwise. On Tuesday, 1/14/2014, I received an email from [redacted] stating that the will not be returning to finish the work & we should just enjoy our house.The following items still need to be completed in order to satisfy our contract documents: window sashes on two windows, carpet repulled under thresholds at (4) locations, replace damaged threshold in 2nd floor hall bath, caulk & paint 1st floor bathroom shoemold/baseboard. In addition, the tile contractor made marks on our freshly painted walls. We want those marks to be touched up/repainted.Desired SettlementWe want Terramor to finish ALL work: window sashes on two windows, carpet repulled under thresholds at (4) locations, replace damaged threshold in 2nd floor hall bath, caulk & paint 1st floor bathroom shoemold/baseboard.In addition, the tile contractor made marks on our freshly painted walls. We want those marks to be touched up/repainted.Since we both work full time, we need all this work completed on a Friday afternoon on the same day. We refuse to take anymore time off work because Terramor has failed to do their job.Business Response /[redacted]/There are extensive details and documentation that can be provided to address the many items that this customer has highlighted, which I am more than happy to provide.However, the most important fact to point out is that the customer has never been refused any repairs or legitimate items to be addressed. In fact, we have done completely the opposite of that all along. At this point though, our trades and subcontractors have, refused to enter or have contact with this homeowner directly without a Terramor Homes representative present as a witness for all future requests and correspondence, mostly due to the experiences they and many others have had to endure in her presence while trying to do all they can to accommodate her and make her happy. I have never had a trade partner, let alone multiple ones, bring this as an issue to me in the past. Therefore, she has been instructed by our Director of Construction, [redacted] and myself in writing, now twice, to please list any other outstanding items on her 60 day warranty list, all inclusively since she has now been in her home for 66 days and submit it to our office for proper management. This will allow our Director of Construction to set up a time to evaluate her requests with her in her home, make all appointments for necessary trades to be in her home at one time and will allow a Terramor representative to be present for any final necessary repairs to be completed. Once everyone is finished at the end of that day, our representative will take photos and make all necessary notes that items have been completed and meet the quality standards required by our company. Typically we do allow homeowners to schedule directly together with subcontractor service depts, as per their schedules for minor repair work to be completed at their convenience, however, we are unable to allow this service any longer to this particular homeowner and will need to make special arrangements for her in order to maintain proper management of her and this situation as it has clearly been taken out of control. The 2 window sash replacements were ordered and have been delivered to our supplier and it is our full intention to make the replacements on her warranty repair day. They are not of an urgent nature but can be done easily at that time.The threshold replacements and carpet repairs were never on her initial closing list and we, as well as our flooring trade partner, are unaware of an outstanding issue with them. However, as I have previously mentioned to her, she may add them to her warranty list for evaluation at that time. If they need addressing, proper scheduling and repairs will be accommodated at that time. The paint touch up request was denied previously due to the homeowner claiming that her husband did the caulking and touch up himself as they had guests coming to town and they could not wait for it to be completed when our painters could accommodate her schedule. Terramor Homes has provided significant quanities of additional paint to her due to the extensive items that she has done,on her own, in the home since closing, which Terramor Homes' painters have also more than accommodated on many occasions for her in the past 66 days. However, since there will be warranty repairs on her warranty day and likely may require some additional paint touch up, that particular item can also be added at that time while our representative is there. She has had significant other work done in her home since closing, all managed herself with her own connections or through DIY projects. Because of this, it has become very difficult to keep track of which NEW items are the responsibility of Terramor and which are the responsibility of the homeowner and other trades she has hired, yet another reason we have requested that a warranty list be provided for proper evaluation. Terramor Homes has gone way above and beyond to accommodate this customer's special requests throughout the entire building process, including allowing her to close on her home in order to accommodate her schedule when we would normally ensure all items are complete prior to closing. She has created a situation through her actions and behaviors and demands, that has caused all of the trades people involved to refuse to take her phone calls and refuse to enter her home again without someone from Terramor present. We are doing our best to work through a situation that should be fairly simple and straight forward, yet with a very challenging homeowner. Unfortunately, based on that, we have had to be very strict to follow our normal standard practices and procedures now and that is what I have informed her to do.I have also requested that she no longer contact our Field Managers or other representatives directly as they have other responsibilities as well and all of her remaining requests may come to us in writing via a warranty request, which I still have not seen from her. Lastly, I did ask that she "just enjoy her Home" because there has been no reason that she shouldn't be doing exactly that. She designed, and we built, a beautiful home for her and although that process can be stressful, she should be able to relax, knowing that the items that need to be addressed, will be. However, if she feels otherwise, I did instruct her that she should probably seek legal counsel and work in that direction instead because I had no other options for her than what I have already offered to her.This has been a long process with this homeowner and I can assure you, and account for, the extensive list of customized and special accommodations that have been made that we have done, and are still doing all we can to satisfy her.Please feel free to contact me for any additional information that I can provide as to the process, the correspondence or our Warranty documentation. Final Consumer Response /[redacted]/We have extensive documentation on our end we can provide as well. Yes, we have become frustrated with some of the trade contractors after being lied to or have received poor service/workmanship multiple times. We were told by Terramor that their contractors are "far from perfect, have limited language abilities, have limited skills and there is a high turnover, yet we get the job done well anyway in spite of that. It is not perfect, it never will be and expecting that will only set everyone up for disappointment.". We feel like that is NO excuse & I've never heard of other companies complaining about their workers such as this. When we've paid for every upgrade on our house and built a new house, we do expect the work to be close to as perfect as possible. Only one coat of paint where you can still see the primer, damaged cabinets, tile grout cracking, tile shower floor not level, drywall dust in tile grout, etc. is not acceptable to us....as I don't think it would be to anyone.In regards to the lender, we used one of their preferred lenders and in fact, closing was delayed because the appraiser refused to finish his final report with all the work Terramor had left to complete. Terramor has been very unprofressional in this whole ordeal & has put the blame solely on us. They refuse to take any responsibility and as you can see per their reply, they still think it's "our" fault. They have disregarded the fact that the ONLY reason we are having these problems is because of their poor workmanship in the first place. If they would have done the job right the first time (or second time in some cases), we wouldn't be filing a complaint.