Tollberg Homes, LLC

Initial Business Response /* (1000, 5, 2015/10/05) */
Mrs. [redacted] claims we agreed to replace her laminate floor which is not true. Mrs. [redacted] did raise a concern regarding the floor after she moved in regarding some minor chipping in the corner of some floor boards. We did have our employee as...

well as the installer look at the floor and it was clear that it was installed correctly and not a warrantable item. Mrs. [redacted] persisted so we contacted the floor manufacturer to see if there was a defect in the floor itself. They also determined it was not warrantable. I have attached a few pictures of the floor prior to [redacted]'s moving in. From the pictures, the laminate clearly looks to be installed correctly. We conducted a preclosing walk through with our realtor, job supervisor, and the [redacted]s. There is no mention or documentation of any flooring issue. One year after the home was completed, Tollberg Homes did come back to fix a few items as part of our warranty policy. Those fixes included replacing a patio screen, adjusting a window, replacing a window, fixing siding by the front door, fixing drywall cracks/pops, filling nail holes on the column, fixing a patio door lock, and adjusting cabinet doors. This obviously demonstrates our commitment to upholding and exceeding industry standards to post closing follow up.
Mrs. [redacted] also claims they were not allowed to choose another option for their flooring. That is simply untrue. We have a standard allowance they could choose from or if they'd like to upgrade at their own expense, they certainly had that option. Of course we did require them to select from one of our vendors where we have accounts and working relationships, but they were certainly not forced to use any one floor or product.
In Mrs. [redacted]'s own letter she states how many communications we've had with her. We take great pride in the homes we build and customer service. We have done all of our due diligence in this matter. The minor chips are well within industry standards and easily could have been done by the [redacted]'s themselves after living in the home. Tollberg Homes stands behind all warrantable items set by the National Association of Home Builders.
We appreciate your attention and efforts in this matter.
Wade [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The flooring was addressed on the closing walk through. I have spoken with the agent for the buyer (Clyde [redacted]) and the seller agent (Preferred Real Estate) and neither of them were given a copy of the walk through that was completed. It appears the only person to have a copy of that is the builder representative (Marvin Sr) or the builder himself. I am sure the builder has a copy of the walk through as a house is not sold without a walk through being completed. We purchased this home with the understanding the issues addressed would be fixed and were assured by Marvin Sr., they would be. Attached you will find statements from both the buyer agent and seller agent of this. The statement is false that Wade is saying we addressed this after we moved which is proven false by the agents' statement. I will also attach pictures of the flooring and the messages sent to Wade concerning the flooring. I also have a copy of the issues needing addressed that I sent Marvin and the flooring is indeed on that list as well.
As far as the choosing of the flooring, they selected and informed us we must go through [redacted]'s Carpetland in order for items to be warrantied. We met with Curt Guss and were given a selection to choose from for the flooring, cabinets, countertops, bathroom hardware, carpet, etc. While we could have upgraded to another item for the flooring, it was still within a prepopulated selection. As was stated by Wade, we had to use one of their vendors which we were told was [redacted]'s Carpetland for the flooring. We purchased our own bathroom faucets, kitchen faucets, kitchen appliances, and ceiling fans. We did not like the prepopulated selection (Frigidaire Gallery appliances) that is used in Tollberg's homes, but were told these items would not be warrantied if they were purchased outside of their vendor. We have not had any issues with the items we purchased nor the installation of those items. However, the flooring is an issue.
I have had many conversations with Wade and Marvin Sr and clearly it can be seen how things were not getting fixed as they promised it would. The statement that we made the chips in the floor is absurd and clearly represents the builder not wanting to take responsibility for the warrantying of his products/installation. He simply wanted the manufacturer to warranty the flooring so it is not an expense on his part. Since the company won't do that because it was an installation problem, Tollberg doesn't want that out of pocket expense.
We also had an issue with shingles blowing off the house because the house was built in colder weather and the adhesive didn't stick appropriately. The shingle was missing for over a month before the builder fixed it. During this time, we had a leak in our Master Bedroom (picture attached) in which we were told it was a problem with the insulation of the house. We had a leak in our Master Bedroom window in which it took over a year to get fixed because we had to keep calling the Jeldwen representative out to our house per the builder. It was not a problem with the window but rather the installation. When the window was installed their employee, Greg, messed up the window trim and created holes in my drywall around the trim. These are not up to my building standards for quality of work. Justin had to come back and redo the window placement, trim, and fix all of the above poor craftsmanship. All of this shows the quality of work the builder has his employees doing.
The fact of the matter is that the flooring issue was addressed on the closing walk through and should have been addressed or replaced before closing rather than us being told to wait till the one year walk through. This was not done and represents a failure to act on the builder's accountability. We will want the issue addressed as we were told it would be. I do appreciate the communication with the builder and his staff but feel the issue is not being addressed as we were told it would and other issues were not addressed in a timely manner. Thank you!
Final Business Response /* (4000, 9, 2015/10/19) */
Mrs. [redacted] has produced text messages and information regarding other concerns with the home. These communications provided by her prove that Tollberg Homes followed up on warrantable issues after the closing of the home. She sent a statement from both real estate agents. Scott responds it was brought to his attention October 8th. There simply could not be a final punch list a month before the home is complete. Punch list are always addressed within a day or two of closing. I can only assume there was notice to his office to set up something not that any formal walk-through has been done. I have never spoken to Clyde directly so any statement made by him cannot be valid as it is hearsay. We have followed up and completed items well above the standards set by the National Association of Home Builders on the [redacted] home. Mrs. [redacted] is making false statements that we promised to replace the laminate flooring. If Tollberg Homes ever agreed to replace flooring there would be a signed addendum from myself which there is not. She continues to say when it was addressed. The fact that she addresses it does not make it a warrantable item. When it was brought to our attention we took all necessary steps to assess their concern through our 1 year walk through policy. Tollberg Homes, JS contracting and the floor manufacture all agree there is not a warrantable claim on their floor.
We ask that this complaint is dismissed as Tollberg Homes has followed or exceeded all standards set by the State of North Dakota as well as The National Association of Home Builders
We appreciate your attention and efforts in this matter.
Wade [redacted]