ComplaintsforThe Drees Company

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on a new Drees home in January 2023. Eight months into ownership I noticed the driveway and sidewalk had begun to crack so the customer service rep and his supervisor came to inspect. At that time there was a crack across an entire driveway section (panel) and the sidewalk. According to the supervisor that’s what concrete does, it cracks. In December 2023 I again notified Drees of the issue, but there was no response. Since those complaints the situation has continued to worsen. Now cracks run completely across three panels of the driveway and are widening and chipping-out from within. The crack in the sidewalk has enlarged and one side has started to rise above the other which has already, or soon, will create a tripping hazard. I have had two inspections of the driveway by qualified persons who have advised me that it would not be the normal expectation for a residential driveway to begin cracking at eight months or to worsen to its’ current condition in such a short period of time. Likely it would be the result from improper preparation. Given it was probably poured in January 2023 it could likely be due to frozen or supersaturated ground which wasn’t accounted for. On August 7, 2024 I sent a certified letter to Benjamin T*****, N.KY Division President, the person who signed the documents for our sale on behalf of Drees. The letter was received and signed for at his office on August 9, 2024. Since then there has been no response. The lack of any response whatsoever is a disappointment, especially given their website’s claim that Drees has a “Reputation for Excellence You Can Trust”. This is not excellence. I am filing this complaint with the Better Business Bureau as my first course of action to remedy the situation, although it is apparent from their C+ BBC Rating & Accreditation and 1.5/5 Customer Review Rating that they place little regard in resolving complaints posted to the BBB.

  Business response

  10/15/2024

  Division President, Ben T***** has been working closely with *** *******. 
  
   
  
  Ben has been to his house to meet with him and they have come up with a plan to fix the driveway that both parties have agreed to.
  
   
  
  Thanks,
  
  
  
  Misty I*** | Executive Assistant to David G. Drees, President & CEO
  
  211 Grandview Drive, Suite 300 | Ft. Mitchell, KY 41017
  
  P: ###-###-#### | dreeshomes.com
  
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new build home in Feb/2024 in *********** ******** from Drees Homes. I have had numerous issues with build quality. My latest issue is my luxury vinyl plank flooring is failing throughout my home. It is separating at the butt (end) of each plank in numerous spots. Drees Homes John N**** came to inspect it and said it needs replaced. The contractor ******* ******** sent two managers out who said it needs replaced and will submit a claim to the manufacturer. A 3rd party inspector came to inspect the floor to generate a report of findings. It has been nearly two months since I reported the failing floor to Drees homes and communication has ceased from Drees manager Kevin K***********. I have text messages and emails from Drees saying they will take care of me but they have not. The floor is waterproof, dent resistant, child and pet proof per the manufacturer, and should not be failing. Both Drees and ******* ******** said this particular floor has failed before with other customers and was replaced. Frustratingly, no resolution has happened yet. I even emailed Mr. T*****, Kevins boss and no response was provided. This is a 550k home. I want my flooring which is still under warranty replaced in full and to be made whole.

  Business response

  10/04/2024

  The Drees Customer Care Manager has been in contact with Mr. ******.  Materials are scheduled to be delivered 10/4/24 and installation is currently being scheduled between Mr. ****** and the installation company.  

  Business response

  10/04/2024

  The Drees Customer Care Manager has been in contact with *** ******.  Materials are scheduled to be delivered 10/4/24 and installation is currently being scheduled between *** ****** and the installation company.  

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   They have agreed to replace my floor due to poor workmanship by the contractor.  However, they should not have made me wait two months to resolve the issue.  
  
  Regards,
  
  **** ******
  

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   They have agreed to replace my floor due to poor workmanship by the contractor.  However, they should not have made me wait two months to resolve the issue.  
  
  Regards,
  
  **** ******
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  It started when contractors employed by Drees started tearing up our yard. They took all their heavy equipment through our property damaging our grass resulting in a muddy mess. They never even asked our permission to drive on our property. We are between two Drees construction lots so we have damage all down both sides of our yard. My husband emailed Jennifer (builder) and she sent us a message that this would all be taken care of when the house gets close to being finished. They ended up doing the Drees lot and not ours. With this not getting done I went on Drees Facebook page and voiced my concerns about the yard. A customer service manager reached out and called my husband and assured him this would be fixed the next day. My husband was clear with him grass seed is not appropriate since they had nice green grass to start with before Drees destroyed our grass without any permission. He did agree that they would replace sod to our property line . Jennifer also confirmed they will replace sod on both sides of our property. They came and only replaced some sod and the rest grass seed. We also had issues with trash in our yard. Big box trucks parked on both sides of driveway making it in possible to get out safely. A port a potty was moved onto our property. We also have had construction workers starting before 6am waking my kids up and working late at night. According to the city they can’t start until 7am. We had a list of complaints that I feel should have been handled but were more blown off or excuses. My main issue is I want answers why my property was destroyed without my consent ( I have a fisher property with nothing in the contract that says they are allowed on my property). I have also made several calls to the corporate office to several people trying to figure out why this has happened and no one has called me back. I want my yard fixed the proper way and want answer why they were on my property destroying my yard .

  Business response

  05/30/2024

  Multiple Drees employees have been in contact with *** *** **** ***** throughout the week including NKY Division President, Ben T*****.  A plan has been established and is in process.  The yard contractor was contacted earlier this week and sod is currently being installed along the property line along with a temporary orange snow fence to separate their house from the new construction.   

  Customer response

  05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****
  

  Customer response

  05/31/2024

  
  Thank you so much for helping with this matter, I really appreciate your help. Below is  why the resolution is not met: 
  
  The sod issue has been months of emails and calls and not getting repaired properly. There is a plan in place for now to repair the sod but has not been completed yet. As soon as the sod is repaired to our satisfaction we will consider the matter resolved. Thank you.
  
  

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, We bought a brand new home from Drees. As part of our home purchase we have a 1 year walk through for any warranty related items. We had hired a home inspector and also did a walk through with Drees warranty department. They agreed to fix all my items. However it's been 3 years since that walk through and a lot of the items are incomplete. I am not getting any response from the warranty department. Every time I call my warranty rep his voicemail is full. Please let me know what other information you will need and I can product that to you.

  Business response

  03/27/2024

  The Customer Care Manager has reached out to the homeowner.  They will be meeting at their house to discuss concerns.  

  Customer response

  04/02/2024

  Better Business Bureau:
  
  We are currently working with customer care to resolve our issues. They have reached out and scheduled some dates for repairs.

  
  Regards,
  
  ******** *****
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Furthermore, since we built this house 3 years ago, we have replaced the microwave twice, found black mold twice behind the microwave, replaced the kitchen faucet, flooring is begining to peel up in several areas that there is no water, replaced the entire hall and half the kitchens ceiling, leaking roof, bathtub crack, cedar post cracked greater than a half inch to inch, yard was never leveled before laying grass, so much sheetrock dust and saw dust in the upstairs ac unit its going to cost 5k for them to clean and repair, and false advertisement buy selling us a premium lot with trees and then cutting them all down with no money back or replanting the trees. This is all in Three years!! This is the worst built home i have ever lived in!!! Now your telling me from the time 2 1/2 years ago when we put the original ticket in on water leaking through our ceiling you are not going to replace the tub that has been the cause this entire time?? The crack has gotton worse over time hence why no one detected it before. They never could find the roof leaking but you all never thought about checking the tub. You are refering me to have a patched put on? Do you really think i am stupid??!! That is a bandaid only and does not hold long (Normally 3-6 months). I am beyond aggravated with Drees and this shotty build. I would like Drees to address the following issues. Replace bath shower combo with walkin shower, repair floors and pay for ac cleaning and any repairs to ac, and plant all trees that was mistakenly cut down that was not suppose to be cut down base on the plots. I have saved if they dont have.

  Business response

  02/28/2024

  Drees is paying a plumber to inspect issues with the tub.  Drees is also working with the customer to move forward with the issues.  

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in constant communication with with Drees, the warranty department (covered under warranty), for over 4 months now and the response by them has been fair at best. It started off well but has significantly decreased as it looks like they do not want to help resolve the problem. These are issues that have gone back 2-3 years but the foundational issues are now starting to appear. (For reference, our home is ~3 years old). We have been in communication by phone and email with Danyelle J******* and Mary F*************** who work for Drees. We have land grading issues, which were brought up in 2021, within 1 year of the house being built. Drees has refused to acknowledge the issue and come out to fix the issue then. When we got Danyelle J******* to come out in 2023, she was supposed to come in 2021, she acknowledged in person that grading was not proper. We now have foundation, A/C unit water leaking issues, and crawl space damage to our home. The source of the problem has been and is still the grading issue. Water runs and pools directly behind the house and where the AC units lay. Drees has sent people out 2-3 times for the crawl space but we still have water entering the crawl space through the A/C unit. It is now getting to winter time and there is still active water in the crawl space and active water in the A\C ventilation because of poor sealing. The damage that could occur to our house is significantly greater than the warranty repair that was INCLUDED with purchasing the home. Danyelle J******* and Mary F*************** will not communicate back with me. I have text messages with no response from them. Emails with no response from them. And phones calls and voicemails left with no response from them. If someone is not at the office, another person should be helping resolve the issue. Whenever a response occurs it is always, we are attempting to contact contractors and will get back to you. Yet, they never do get back.

  Business response

  10/24/2023

  This customer is not a direct Drees Homes customer. This customer purchased a used home. However, Drees has worked with the customer since August 2023.  Drees also sent a Customer Service Tech to the home again on 10/23/23 to see if there are any current issues that need to be addressed. 
  
  In reviewing all the customers work orders, the first time that an issue was brought up was August 2023. Danyelle had a quick response with people onsite working and correcting the issue by August 24, 2023. On August 24, 2023 Drees Homes had a service technician uncover the crawlspace drain pipe and extend the air conditioning condensate line. On August 26, 2023 the AC lines were resealed, part of homeowner maintenance. On September 12, 2023 the crawlspace was inspected and tested for moisture. The reading was below acceptable measure. The reading was of 16%. Following the acceptable moisture readings the crawlspace liner was repaired  on September 14, 2023 by **** ***** ***.
  
  Furthermore, *** ****** *********** was at the home for a scheduled appointment on September 25, 2023 and the homeowner no showed for the appointment. To exacerbate the concern, the homeowner has added river rock landscaping to the home and never raised the AC unit. The additional landscaping without removing grade has created the AC unit to sit in a hole contributing to the water sitting next to the crawl space.
  
  As for the complaint about receiving no response, this is not an accurate statement. Mary reached out to Carl on September 21 at 3:36pm via email. As a follow up to a customer call, Mary also reached out to the customer on October 4 at 2:12pm via email, as well as numerous other phone calls.
     

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  1. The Drees warranty is provided to the original homeowner and is automatically transferable to all homeowners who acquire the title. Below is taken directly from the Drees warranty book. To say we are not a Drees homeowner is completely false and Drees attempt at limiting their warranty. 

  
  "Transferable Warranty
  The protection under this Limited Warranty is provided to the original homeowner
  and is automatically transferable to all subsequent homeowners who acquire title
  within the warranty periods specified. No warranty period herein is extended by
  such a transfer of title or ownership interest, only the remaining original warranty
  periods, if any, is so transferred."

  2. As a homeowner, we spent $5,000 to have a french drain built around the A/C units to collect the water from poor grading. Instead of allowing the dirt to look like the photo posted, we added a french drain and rocks. I can easily move the rocks as they were placed to not hold water. As you can see in the photo, this is 100% of what Drees left us with in our situation. It is easily visible how much the water is pooling and causing issues to the entire area and crawl space. 

  3. I have attempted to be or responded as quick as possible to Danyelle or Mary to be at every appointment. All the contractors that have come out, when I tell Danyelle I can't be there because of work, she has stated that I don't have to be. For example, Live Green has always come out when I am not at home because I have told them I am working at those times. There are times, like this week for example, I left work early to meet a James P**** and made sure my wife would also be available as well. I received a message Sunday evening and responded Monday morning as soon as I saw the message to let Danyelle know I would not be able to make it. Additionally, as you can see, I never received a response to that. With a 12-hour notice, it is extremely difficult to take off work, especially if you don't see it. Additionally, I texted Danyelle September 21, which we have communicated through text since August, with photos of water in the crawl space and did not receive a response or additional notification that someone may be coming out Monday, September 25th. I would have really liked to have been there because I do not want issues in the foundation or crawl space.

  4. Water that enters your home can cause significant and costly issues to the structural integrity of your house, including warped supports and joists, erosion of and cracking in the foundation, and more. Thus, crawl space water removal should be taken as action immediately once you notice any signs of the problem. Drees has a 10 year structural coverage. Which there are signs of small cracks on the foundation, which was brought to our attention my a crawl space expert. 

  We are trying to get the issue corrected before major damage occurs and just because the vapor liner was replaced, there is still water present in the crawl space. I will be happy to remove the rocks from the flower bed and it will be exactly how drees had it. Which again, you can see from the photo that there is significant pooling. Which was complained about the first year of the home being built by the origingal homeowner. We have email proof AND Drees replaced bushed in the back flower bed (which they said they never do but did in this case) because everything dies in that flower bed because water is constantly pooling from the grading issue.

   

  I will be happy to meet the contractor for the A/C, however, more than 12 hours notice would be a nice courtesy to us as we both work in our household.

  
  Regards,
  
  **** *********
  

  Business response

  11/01/2023

  Local management is working with the homeowner to resolve this issue even though it is not a warrantable item.  Drees will work with the homeowner to redirect the grading.  A solution has been determined and the action plan is being put in place.  

  Customer response

  11/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  

  we are working together resolve the issues present. 
  Regards,
  
  **** *********
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new home from Drees in 2011. Lasiter & Lasiter Plumbing was the plumbing contractor. Lasiter had installed 5 Vortens toilets in the home when I purchased it. The toilets were subsequently part of a class action suit since they would crack without notice, flooding the home. I was never noticed about the suit by Drees or Lasiter and was not aware that one existed despite the fact that I spoke with both the Lasiter service center and their plumber came to house during the class action period. If I had been noticed about the law suit, I could have received compensation or replacement for the defective toilets that Lasiter installed for Drees. Three of the 5 toilets installed have cracks in them and all need to be replaced since they have been proven to be defective. A properly made toilet should last over 50 years. Vortens has settled the suit in which they provided compensation for the very toilets that Lasiter installed and acknowledged that toilets with tank model #3646 made in 2011 have “certain technical issues that allegedly caused fractures”. All 5 toilets in my home are model ****** are stamped Mar 2011 and would have qualified for the settlement.

  Business response

  09/13/2023

  Drees has reached out to the customer to make an offer of supplying him with replacement toilets.  There was a class action lawsuit, but Drees had no involvement.  Due to this reason, customers were not notified.  Customers are only notified if there is a recall.       

  Business response

  09/19/2023

  Our warranty manager has been in contact with Mr. ****** multiple times.  Each time Drees has offered to supply replacement toilets, but Mr. ****** would be responsible for the labor costs for the installation.  Our warranty manager has also explained that this is a Vortens’ issue and he would need to contact the company directly if he is looking for something more.   The class action lawsuit was filed against Vortens, not Drees Homes nor Lasiter Plumbing.  Drees was not aware of any lawsuits against the Vortens company.  

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******

   

  BBB response to Drees message
  See the exchanges below regarding the toilet replacement.  Drees wanted to replace the defective Vortens toilets with different Vortens toilets.

  
  9/12/2023You want me to accept new toilets form the same manufacturer that made the defective ones which were installed in my home?  Correct?
  What is included with the toilets: wax ring, seat & lid, angle stops, water line, etc?

  9/14/2023  I think a cash settlement would be best for all.  Let know what Drees & Lasiter would offer.

  
  Drees replies: no cash settlement

  
  9/18/2023 My reply: The installation expense of a toilet far exceeds the cost of a new toilet.  Vortens has a history of producing poor quality, defective toilets.  The Vortens toilets that Drees/Lasiter installed in my home are prime examples; some failed in less than six years and a Lasiter employee was made aware of this in 2017.  Additionally, new Vortens toilets only have a five year warranty and Vortens ignores consumer complaints.  Thus, I will not gamble that replacing defective Vortens toilets which Drees/Lasiter installed for “new” (probably defective) toilets will produce a better outcome.  To do so would fit Einstein’s definition of insanity.  However, I will accept these toilets as replacements: KOHLER Highline White Elongated Chair Height 2-piece WaterSense Soft Close Toilet 12-in Rough-In 1.28-GPF with ¼ turn angle stops and water line for each or a cash settlement of $1,500 which I would have received if either Drees or Lasiter had notified me of the class action suit with Vortens regarding the very toilets that Drees/Lasiter installed in my home.  Your choice.

  
  I will accept either offer that I made.
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Background: Built our Drees house in 03/2021. In 01/2023, a window leaked & Drees Cust. Serv. Coord. (**) told us to call contractors. Contractors said the window wasn’t installed correctly & Drees should fix it. ***** said we needed this in writing with pics from the contractor before she would escalate to the manager (**) to decide if they'll fix (email attached). She wouldn't give us **** contact info, nor could we find it. No contractor would help us after this as they did not want to risk litigation by putting anything in writing for Drees. 3/22/2023: We found our HVAC room and carpet outside the room flooded from the drain pipe. 3/23: Plumber got out a clog ($239.99). Service came to clean & sanitize the damage ($2,043.43). 3/27: Drain pipe flooded again. Plumber did a camera and saw the master bathroom pipe clogged with sewage & unmoving. They tore up our concrete and found the pipe installed by Drees did not have enough fall. It was sitting level, stopping the water from flowing and sewage to build up. Plumbers pulled up carpet, cut drywall, and replaced the pipe with proper fall ($12,500). We sent Drees the final invoice that stated in writing there was not enough fall and the pics. ** moved this to **. We asked reimbursement for the $12,500 invoice (total cost $14,783.42). ** said he needed a video, which we sent showing the pipe clogged and unmoving. He denied reimbursement saying this was “not an indicator that there is not enough fall,” that he “wish[ed] [Drees] could have examined [the] plumbing issue before it was changed." We knew from the window experience they would not review or examine without writing and pics, and contractors would not give writing or pics for Drees. We could not wait with sewage water in our basement. I pointed out the written statement from the plumber. ** didn’t acknowledge this. My final email to them was on 4/25, explaining everything again, and did not receive a reply. Full chain attached.

  Business response

  08/01/2023

  Our Customer Care Manager has been in contact with the homeowner and explained to them that Drees did not have an opportunity to review the issue of the claim from Jolly plumbing before changes were made.  The pictures presented with waste in the pipe does not prove that the pipe was installed incorrectly.  

  Customer response

  08/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****

  As the attached emails show from our earlier experience, issues are not escalated to the Drees Customer Care Manger for review or examination without writing and pictures from contractors. Contractors would not give us pictures or put anything in writing without knowing for sure what the issue is because they don't want to open themselves up to litigation. So, we’re put in this unfair, unanswerable circle where Drees won’t examine unless the contractor puts anything in writing and the contractor won’t put anything in writing unless they know for sure, but once they know for sure, apparently Drees has no responsibility. The pictures are NOT the only proof. The invoice definitively states in writing that the pipe was not installed with the proper fall.

  Business response

  09/14/2023

  Based on the information shared with Drees by the Homeowner, they had a photo of the backup on March 28, 2023.  From there they contacted and initiated work with Jolly plumbing that was invoiced on April 3rd, 2023.  Our records indicate that they reached out to Drees on April 5th, 2023.  At that point all of the repairs had been completed and Drees had no way to inspect the situation for construction defects or further issues.   The home closed in 2021 and there is no history of back-ups or plumbing problems.  A 3rd party verbal explanation that it wasn’t installed correctly is not evidence that anything was done wrong.  Our Warranty excerpt below states that Drees will be responsible for clogged drains for the first 30 days after closing.  Without having an opportunity to even examine the clog, Drees has no obligation to reimburse for homeowner expenses. 
  
   Misty I*** | Executive Assistant to David G. D****, President & CEO

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****

  Again, as the uploaded records show, the issue was not verbally stated by a third party, it was put in writing. The written statement is attached to the original complaint. Further, the issue was not a clogged drain. The pipe was not installed with proper fall. Please see the $12,500 invoice to see this written statement. This improper fall was the build done by drees. They did not install the pipe correctly, which caused all the resulting damage. 

  Re: the timing. As I’ve already stated and showed, from our experience in January, we knew Drees would not connect us with the customer service manager or come inspect anything without a written statement from a third party. We have that in writing from Drees and uploaded it in the original complaint. Third parties do not give that unless they investigate and see what’s happening, which is exactly what we did. We were following   drees’ way. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aside from the multiple building and structural issues our neighborhood, *** ******** ** **** ****** has been left with swamps for backyards due to poor grading and lack of drainage. Drees has continued to put us off for over 1 year placing blame elsewhere and trying to buy time for their mistakes by cutting corners to save a dime. It has become a safety and health hazard in this small development. We are unable to enjoy our yards. My animals cannot be outside without supervision and barriers set in place. I have dead trees. Mosquitos have infested the area. There are snakes, rats and crawdads in my yard due to the issue. Drees has continued to point the finger and put fixing the issue off. Now their excuse is that they need to wait until it “dries” up to work on it. It’s now been pushed off until the end of July 2023. This has been an ongoing issue since before I moved in over 1 year ago. The area will never be dry due to rain, neighbors watering their yards, the church behind us watering their grounds… Again, this has now become a safety and health hazard. Pictures: The first picture spans the entire length of the backyard. From the fence 4-5 feet in width forward. Second picture shows the pathetic orange barrier Drees put up. I’ve had to spend money, time, sweat and a lot of frustration installing galvanized barrier to keep my pets from going into the swamp and to hopefully keep what’s in the swamp from coming closer to patio snd home.

  Business response

  06/19/2023

  Drees and the HOA representing the homeowners met a few months ago to address this problem and create a plan, which has been put into place.  Drees has scheduled a meeting with the HOA and homeowners on 6/26/23 to explain the plan. Everything is ready to be repaired as soon as the weather cooperates and the HOA gives their approval to start the work.    

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our house that was built by Drees was very poorly constructed, and any complaint is met with someone in their office (Tammy?) that tells us it’s past warranty. BUT TODAY, this building fault is unacceptable! Our walking shower has large pieces of tile falling off the wall! And NOW we have to check for damage BEHIND THE WALLS GOING TO OUR BASEMENT! The Tile Is Falling Off the Wall!!! This is so completely unacceptable it’s beyond belief!

  Business response

  06/08/2023

  Customer Care Manager, Kevin K**********, met with the homeowners at their house on 6/7/23 and inspected the shower.  The shower was installed correctly; the waterproof membrane is intact, the framing is solid, and no signs of bulges or deterioration were found.  The issues they are having are not covered under their warranty, but Kevin will contact McSwain on the homeowners' behalf to see what can be done.       

  Customer response

  06/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  Company stated there was no indication of bulging tile, look at the photos again. The person that came out to look at the damage was very nice, and he did say everything was intact, and he did say he's never seen anything like that before and it was very unlikely something we had done. So we have a 3-year-old house and tile is coming off the wall and may have water damage. Again, It's a 3-year-old house. I'm sure if it happened to their house they would not be satisfied with this either. Now we have to repair tile in a 3 year old house walk in bathroom.
  Regards,
  
  ******* *** **** ********
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩