ComplaintsforThompson Homes, Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent numerous emails to try and keep up and ask for updates. I have sent emails to the owner and addressed all of this and CC’d the construction supervisor and our warranty rep. Nothing seems to have changed. our office doors that were a $1,200 upcharge were delivered when it was raining and warped and the painters rolled them. The paint looks horrible and for that price you would expect a quality paint job. We are now almost 8 months since that and one of the doors is still hung with the protective cover over the glass which is covered in paint while the other door and a replacement door get " warrantied" by Kight home center. I spoke to the salesman at Kight 3/19/23 and he said the warrantied door was already picked up. Our other door wasn’t picked up until early July and we were told by the construction supervisor it would be 2 weeks. It is 8/10/23 and we haven’t heard anything. So now we have 1 old door hung with nothing on the other hinges. Also we asked for a refund at the time of the initial incident in January but Thompson homes refused to do so and instead wants to warranty a door that warped because of their superintendent delivering it unprotected in the rain. It is absolutely embarrassing having to explain to people that come to our home that its been this way for months now and we don't know when it will be fixed -Our staircase has so many issues with it. When the crew showed up to fix it during the post close repair work they were going to seal it without even putting wood filler in missed nail holes and weren’t even going to clean it. They started to seal it with dog hair in it, and they weren't even going to stain the areas where they did put wood filler 30 minutes prior. There are many unacceptable gaps at the miters and many other places. All the handrails were rough and had splinters coming off them. As of 8/10/23 nothing has been done to schedule this fix because we keep getting the same response of waiting on the finish carpenter.

  Business response

  08/28/2023

  We have reached out to the consumer directly and are actively resolving this complaint. We have attached copies of all email correspondence dating back to May 23 for referencing and document support. 

  
  We are truly sorry that this warranty claim has taken longer than normal to resolve and are actively working with our vendors that sourced the material, and subcontractors that performed the work to take care of these items efficiently, and timely. We will stay in touch with the consumer until these matters are completed. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Thompson Homes to build a house for us in ************ subdivision in May of 2021. Construction started on our house in March of 2022. The original information stated that due to problems with Covid concerning materials and manpower the build would take twice as long as normal, that is eight months rather than four. The original date of finish was to be in October or November of 2022. That was later changed to the end of December, Then that became January or February of 2023. They kept moving the goal post; next to April. We waited until the end of December of 2022 to put our current home on the market. However in early April we received an offer too good to turn down. The buyers wanted us out by May 15th and at the time we were under the impression that our new home would be finished in April. However when we asked if they could get us in by May 15th, Thompson homes said they couldn't guarantee it. So that told us that the goal post had been moved to May. As of June 3rd, due to Thompson Homes inability to build our home in a reasonable time, we will be homeless. Now they have once again moved the goal post to the end of June 2023. Due to this situation which they have created, we will incur extra expenses in storage, lodging and moving expense. When I sent a letter requesting assistance with the extra expenses, Thompson Homes didn't even bother sending a reply to us. They have created several problems with the construction, They installed a window where it should not be and the move was not necessary. The original drywallers that they hired to do our new home did the work so poorly that Thompson fired them and hired another drywall company to clean up the damage done by the first drywallers. Then there was a leak requiring some of the drywall in one room to be removed. There have been many times where weeks have gone by with no progress on the home. We certainly don't think that a company that behaves this way is a "better business" They do not acknowledge any liability and offer no help to the problems they have created for us. Thompson Homes has overextended their ability to build their homes. We are not alone; many of the buyers in ************ are just as dissatisfied as we are.

  Business response

  06/06/2023

  Mr. **** ****** * and Better Business Bureau,

  We have reviewed the response made by *** ******* and we understand that there new home has taken longer than anyone expected and realize the stress, frustration, and inconvenience this hardship has placed on them. On behalf of our entire team, we sincerely apologize for this and are working as efficiently as we can to deliver your new home to you that you've been patiently waiting for. We know the ******** patience has been more than tested, and that's why in addition to bi-weekly project updates our team makes, we made contact immediately upon receipt of this complaint and assured them we are working diligently to complete there home and make up for the material constraints that caused significant delays in the earlier stages of construction. Manufacturers delays that were out of our control for items such as windows at that time taking 18 weeks to get, and frustrating shortages on hvac ductwork and electric meters were all issues we faced in 2022 that caused much of the delay and were difficult to predict. 

  Pursuant to the Homeowner Manual each customer receives, as well as language in there Purchase Agreement, we reminded them that we do not ever commit, or guarantee closing dates until they receive the official 30-Day Completion Notice from us. Then, and only then should they begin making arrangements for moving and preparing for closing and taking possession. It explicitly states that we cannot be responsible for storage or short term housing arrangements should they make moving plans prior to receiving this notice. 

  On May 25th we did provide the customers with there official 30-day completion notice so they can now begin making plans for moving. 

  Attached are copies of various documents we provided at the initial point of sale that talk about the closing process. We place this language across multiple customer-facing documents so that its not missed or overlooked.

  Customer response

  06/08/2023

  
  Complaint: ********  
  I am rejecting this response because:
  1. The 30 day notice is unworkable.  A seller can not wait until the notice to place their home on the market. It takes far longer than that to find a buyer and reach closing.

  2.  Though there was no completion date in the contract, their material stated that building would take eight months rather than four because of Covid.  However, there was no mention of it taking 16 months.

  3. The other major builder in Owensboro is having no trouble completing homes in four or five months, so why is Thompson blaming everything on Covid?

  4. Thompson wants to take no responsibility for their mistakes.  The drywallers they hired did such a bad job that Thompson fired them. They had to hire a new team to repair the damage.  The plumbers they hired left a leak in a bedroom wall.  The finished drywall had to be removed to repair the leak. Thompson workers moved a window that did not need to be moved and that has caused a big delay to move it back.  Until recently, Thompson only had one finish carpenter to work on the dozen or so homes in Fiddlesticks.  They do not have sufficient workers to complete these homes in a reasonable amount of time.

  5. In a letter we asked for reasonable help with extra expenses caused by these delays.  They not only didn’t offer any help, they didn’t even respond to our letter.  We know they have helped others in similar circumstances.

  6.  Yes we received our 30 day notice on May 25th.  With a mountain of work to be done by June 24th,  how much was done from Memorial Day through June 6?  Absolutely nothing. Why should we believe they will finish before the end of June. We believed by the end of 2022; we believed by the end of February; we believed by the end of April then by the end of May. None of those came true.  Their estimate of eight months was only off 100 percent or more.Sincerely,
  
  **** ******

• Initial Complaint

  09/29/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We bought a house the beginning of this year that was half completed and set to be finished in April. We made selection changes so understood when they pushed the completion date to July. It’s now October and we are no closer to being in our home that they already took our money for. They don’t care. They keep installing anything except the selections we made for our house. They install random selections. To date, they have not installed one SINGLE selection I made for the house. Why let me change selections if they were going to install the previous buyers’? No one is checking the work they are doing, our floor is warped, and they won’t finish the exterior. It’s been sitting there for almost a year with nothing going right. They keep putting more things in to have to rip them back out and start over giving no consideration to the time it’s taking away from us in our home. No one is double checking the materials to the orders and they’ll pretty much just install whatever they want at the expense of my family. They don’t care. It’s not important to them to make customers happy. They are horrible at their jobs and start too many projects at once to finish a house that was supposed to be complete months ago. I want to speak to ****’s boss- not ****. He hasn’t done anything about this to date so I know he isn’t planning to. I want someone to do something about making sure the selections being installed are the ones we actually chose. I want them to finish our home in a timely manner.

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