ComplaintsforHolmes Building Systems, LLC

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We moved into our home March of 2022. The tub pan in the master bath held water and cracked immediately. We reached out initially to our contractor, ******** ****** Homes of ********** who attempted to assist us by reaching out to HBS starting in April. HBS still has not repaired the shower pan. We are approaching a year and on 2/6/2023 ******* stated that she could provide a date that repairs would be made. HBS was attempting to push repairs off onto the tub pan manufacturer. However, the tub manufacturer refused to perform repairs. I do not have a warranty with the tub manufacturer, I have a warranty with HBS that as of now appears they intend not to honor.

  

  Business response

  02/09/2023

  ****** Building Systems had agreed to replace this shower pan on behalf of and as directed by the shower pan manufacturer (******** **** *****) due to the defective nature of their product.
  The shower pan manufacturer is responsible for their product as ****** Building Systems only warrants the installation of these products and not the performance.
  
  As stated in the ****** Building Systems Homeowners Manual (Page 2 – Item 3):
  3. This warranty extends only to components manufactured by ****** Building Systems, LLC. The warranty does not extend to components manufactured by others, including but not limited to:
                  A. Appliances
                  B. Furnaces
                  C. Floor Covering
                  D. Furniture
                  E. Drapes
                  F. Plumbing Fixtures
                  G. Cabinets
                  H. Shingles
                  I. Vinyl Siding
  
  We have reached out and attempted to find multiple avenues to move forward with this repair but have been held at a standstill due to ******** **** ***** not providing any assistance with the repair/replacement of their defective product.
  HBS has maintained contact with the customer in an attempt to let them know that they were doing everything in their power to find a solution for something that should be handled by ******** **** ***** as any other manufacturer would. ******** **** ***** asked us to pass information BACK to them so that they could handle these issues internally. In turn, the only thing they did was tell the homeowner that they would have to pay out of pocket or file an insurance claim in order to have their shower pan replaced. ****** Building Systems, without a doubt, understands the frustration that this has caused to every homeowner that received a shower pan manufactured by this company.
  On 2/9/23 (before receiving notification of this complaint), Mr. ****** spoke with Mr. **** on the phone and agreed to go ahead and replace the shower pan in his home due to the length of time that has gone by without any assistance from the responsible party (******** **** *****).

  Customer response

  02/15/2023

  
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home by HBS less than a year ago.at my address of *** ****** ****** **, *****, NC. I was informed that my home had the same warranty as every other home manufactured by them. I created a “PUNCH” list immediately and was told it would be handled. HBS sent out contractors to fix all issues other than plumbing as they did not specialize in plumbing but that a plumber would be sent. Their employees did not fix my subflooring and made it worse. There is still rusting in my sinks that has not been fixed and cracks in my walls. HBS took responsibility for these problems in the summer of 2022 when they sent out people who didn’t fix it. Still a year later the problems are here and worse. HBS had stopped all communication with my family for a time until my parents who bought their house at the same time with the same issues filed their BBB complaint # ********. Then they promised to fix everything in both homes so long as we retracted their complaint. ******* had informed all of us that HBS is going to fix every problem. Now that their factory has burnt down they are now going back on saying they will fix these things. I have bought an over $200K home for it to shake, have cracks, have water damage, and to now feel emotionally beaten. Sincerely ****** ******  and ******* ******** 

  

  Business response

  02/09/2023

  Apparently there seems to be some confusion as to the responsibilities of the “warranty” for homes built by Holmes Building Systems by this customer. Holmes Building Systems supplies a Manufacturer’s Limited Warranty on the homes built at its facility in Robbins, North Carolina. That warranty is defined in the homeowner’s manual. Every home is shipped with a homeowner’s manual that explains the Warranty Terms and Conditions. Number one of those explanations’ states:
  1. “If there is a problem that is covered by this warranty, contact your Retailer/Builder and
  provide all information necessary to determine what warranty service is required. If your
  warranty problem is not resolved to your satisfaction by your Retailer, write Holmes Building
  Systems, LLC at the address on this warranty, providing a complete description of the
  problem.”
  
  The communication of issues from the homeowner must come from the Retailer/Builder where the homeowner purchased the home. Holmes Building Systems is not a party in the contractual sale of the home to the Homeowner so any representations about warranty other than those listed in the homeowner’s manual are solely the responsibility of the Retailer/Builder. All communications and inquiries regarding the home should be directed to the authorized builder where the purchase was made. The authorized Holmes Building Systems builder can then contact Holmes Building Systems with any questions for which they need answers and respond back to the customer accordingly.
  
  Typically, the approved Holmes Building Systems Retailer/Builder performs the warranty service on behalf of Holmes Building Systems. That Retailer/Builder is compensated after the service is completed. The amount of compensation is based on the pre-authorization for the repairs and service submitted by the Retailer/Builder at the request of its customer.

  Customer response

  02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: Representatives of HBS were in contact with me about fixing the issues with my home that they manufactured. I was on the RECEIVING end of phone calls from ******* who promised to have the issues with my home resolved. She said contractors were being sent by HBS to fix the issues. HBS accepted responsibility for the problems in my home and their representative contacted me. 
  

  furthermore whether it is myself or the retailer that has made contact, HBS has still been back and forth saying they will fix the issues then saying they won’t fix the issues that they have already taken responsibility for. My subfloors are their mistake and their contractor made the problem worse. This is the biggest example of one of the many issues on my punch list that were neglected by HBS. I am only requesting that my punch list be completed. If that’s not something HBS is capable of then other consumers need to be made aware that their service and homes are below average quality. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  02/10/2023

  Holmes Building Systems, LLC will send someone out to make repairs to floors since a previous contractor was unable to properly make these repairs. This information has been communicated with Holmes Building Systems’ customer, ****** *******, and therefore should have been passed along to their retail customer. Had the proper communication channels been utilized as explained in our Warranty (previously posted) these issues would have been addressed appropriately in the beginning. Holmes Building Systems’ field representative will be in contact with the customer to schedule the floor repairs as promptly as possible. Due to extenuating circumstances, we have asked for ****** ******* to assist us with these repairs with a Repair Authorization Quote multiple times, in hopes to remedy these issues in a timely manner for their customers, but to no avail. Holmes Building Systems would also like to clear up any misconception of responsibility for warranted items outside of their coverages. Even though Holmes Building Systems is not included an any contractual agreements with the retail customer, it is our policy to try to assist. While Holmes Building Systems, LLC does not assume responsibility for items not under its warranty, it is the policy of the company to assist the homeowner in seeking satisfactory adjustments of independently warranted items and help with the communication between the authorized HBS builder and their customer. That assistance does not necessarily imply acceptance of obligation for issues not under its warranty.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok so I purchased and hbs home through ****** *** ***** on September 9,2022. After purchasing we found numerous problems! - shower not caulked or sealed - no pee traps on any drains - breakers tripping (1 ceiling fan stopped working they replaced now another one doing same thing and have yet to get help) - toilet seat snapped in half - the molding in the kitchen has completely separated from the ceiling all around the house This has been an ongoing problem when I bought the home the person in charge ******* ******** has avoided calls and emails I filled out a form when I bought the home for the warranty but when I call HSB say that I need to get the builder I bought from to call or email! Then as you can see in the email traffic this week HSB has no care in the world on getting anything repaired or fixed basically telling me that Lowe’s sells everything I need!! I wonder if the President of HSB *** ****** knows or is involved on how customers are being treated from the front office of his company?

  

  Business response

  02/08/2023

  Holmes Building Systems has forwarded all information to the homeowners retailer when it was received. ****** *** ***** has attempted to reach out to the homeowner on several occasions but has not been successful with his attempts.
  Apparently there seems to be some confusion as to the responsibilities of the “warranty” for homes built by Holmes Building Systems by this customer. Holmes Building Systems supplies a Manufacturer’s Limited Warranty on the homes built at its facility in Robbins, North Carolina. That warranty is defined in the homeowner’s manual. Every home is shipped with a homeowner’s manual that explains the Warranty Terms and Conditions. Number one of those explanations’ states:
  1. “If there is a problem that is covered by this warranty, contact your Retailer/Builder and
  provide all information necessary to determine what warranty service is required. If your
  warranty problem is not resolved to your satisfaction by your Retailer, write Holmes Building
  Systems, LLC at the address on this warranty, providing a complete description of the
  problem.”
  
  The communication of issues from the homeowner must come from the Retailer/Builder where the homeowner purchased the home. Holmes Building Systems is not a party in the contractual sale of the home to the Homeowner so any representations about warranty other than those listed in the homeowner’s manual are solely the responsibility of the Retailer/Builder. All communications and inquiries regarding the home should be directed to the authorized builder where the purchase was made. The authorized Holmes Building Systems builder can then contact Holmes Building Systems with any questions for which they need answers and respond back to the customer accordingly.
  
  Typically, the approved Holmes Building Systems Retailer/Builder performs the warranty service on behalf of Holmes Building Systems. That Retailer/Builder is compensated after the service is completed. The amount of compensation is based on the pre-authorization for the repairs and service submitted by the Retailer/Builder at the request of its customer.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our new home in Feb 2022. We were given instructions to provide a punch list of things that needed to be corrected due to construction. We did provide a punch list. We have been battling this company for 10 months to get this punch list completed that they asked from with no success. We have plumbing issues, electrical issues, sub-floor issues, dry rotting wood due to water leak, damaged faucets that the subcontractor caused trying to fix them, along with cracks in shower walls. This was not the quality and construction we were guaranteed. We paid 189,450.00 for our HBS home. We have tried contacting the business and they continue to dodge our calls and have multiple left messsages with their assistant that have gone unanswered. The couple times we have spoke to ******* at HBS she blames the retailer and we have spoke to ****** ******* ** ********* Nc., which is the retailer. The response that we get from ***** from the retailer is they have tried to get authorization from HBS to complete our punch list themselves with no success or responses from ******* as well. The contract is being breeched. They said the retailer is responsible to contact them and complete any work they cannot and bill HBS but ****** ******* cannot do that without receiving authorization or approval from HBS which HBS will not communicate/

  

  Business response

  01/23/2023

  BBB Complaint Response
  Complaint ID ********
  
  This house is a Stock Model that was sold to ****** ******* by Holmes Building Systems. The service items that have been reported to Holmes Building Systems are responsibility of the retailer. Holmes Building Systems service department has been in contact with the homeowner, explained this situation and let them know that we will do everything in our power to assist them.
  ****** ******* has also received authorization for every repair they have contacted Holmes Building Systems about. This includes electrical and plumbing repairs. Holmes Building Systems has communicated with ****** ******* multiple times regarding the service issues that are not manufacturer responsibility. There are no authorizations that ****** ******* is waiting to receive. In fact, the majority of the authorizations they have, were sent after the service department at Holmes Building Systems spoke with the homeowner and reported these issues to Modern due to the homeowner not being able to contact anyone there.
  Holmes Building Systems will honor their warranty and authorize any repairs to be made that are deemed manufacturer responsibility. These items, however, do not fall under this coverage.

  Customer response

  01/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: HBS sent this model to the seller to sale this home. It was communicated to us that the home was guaranteed under same warranty as custom built homes. The home has sub floor issues through out and should had never been released to sale. HBS has been in contact with us by ******* and she assured me she would send someone out to fix the sub flooring which she has failed to do so. ******* has sent out workers to try to fix the sub flooring in return those workers screwed screws up into our floors from under the home that we have continuously stepped on due to using too long of screws instead of fixing the issue they have added to it. Therefore they took responsibility of the sub floor in the beginning and they have not followed through to fix it only to cause more issues. Also, the workers that HBS sent out ruined our faucets and admitted to ruining them by using an abrasive substance on them to remove rust spots and that they would need replacing. This was communicated by ******* that they would replace that faucet which HBS has failed to follow through with on this matter as well. 
  
  Sincerely,
  
  Toni & Vangie Soyland Basden-steers

  

  Business response

  01/30/2023

  BBB Complaint Response #2
  Complaint ID ********
  
  Apparently there seems to be some confusion as to the responsibilities of the “warranty” for homes built by Holmes Building Systems by this customer. Holmes Building Systems supplies a Manufacturer’s Limited Warranty on the homes built at its facility in Robbins, North Carolina. That warranty is defined in the homeowner’s manual. Every home is shipped with a homeowner’s manual that explains the Warranty Terms and Conditions. Number one of those explanations’ states:
  1. “If there is a problem that is covered by this warranty, contact your Retailer/Builder and
  provide all information necessary to determine what warranty service is required. If your
  warranty problem is not resolved to your satisfaction by your Retailer, write Holmes Building
  Systems, LLC at the address on this warranty, providing a complete description of the
  problem.”
  
  The communication of issues from the homeowner must come from the Retailer/Builder where the homeowner purchased the home. Holmes Building Systems is not a party in the contractual sale of the home to the Homeowner so any representations about warranty other than those listed in the homeowner’s manual are solely the responsibility of the Retailer/Builder. All communications and inquiries regarding the home should be directed to the authorized builder where the purchase was made. The authorized Holmes Building Systems builder can then contact Holmes Building Systems with any questions for which they need answers and respond back to the customer accordingly.
  
  Typically, the approved Holmes Building Systems Retailer/Builder performs the warranty service on behalf of Holmes Building Systems. That Retailer/Builder is compensated after the service is completed. The amount of compensation is based on the pre-authorization for the repairs and service submitted by the Retailer/Builder at the request of its customer.

  Customer response

  02/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This response does not change the fact that the staff at HBS sent out a team to “fix” the subfloor and failed to do so. They instead screwed long screws up into our flooring and through the vinyl and carpeted areas that we were talking on and was puncturing through our skin of our feet. They initially took responsibility to fix the sun floor and caused more damage. They took responsibility to fix this issue then back out of fixing the issue when their team came twice and failed to fix the problem. HBS communicated with me before Christmas before their warehouse burned down that they would send someone to once again try to fix the flooring issues. We communicated again after the first of the year and ******* again assured us that she would be sending someone out to fix the sun floor and they would contact us. They have still failed to follow through with this. 
  Sincerely,
  
  **** * ****** ******* *************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HBS has sent out a couple of contractors to complete my initial punch list that has yet to be completed. The last contractor was to replace a countertop. While doing this they cut the countertop in half and did not level the seam. They damaged my walls that I just paid a couple thousand for and damaged my cabinets. The island countertop was also replaced. There are nail holes that are clearly visible. I contacted HBS on May 31st, 2022 and spoke with *******. She assured me on June 6th,2022 after I sent pictures and my punch list that she is working on getting everything together and once everything is ready she would have someone come out and take care of everything. I emailed on Aug 8th, 2022 and Aug 11th,2022 for a followup. I also called ******* in September with no return call back.

  

  Business response

  11/01/2022

  Ms. *******’s countertop has been successfully replaced along with repairing her glass shower wall along with other miscellaneous repairs.
  Due to the size of the countertop and the layout of the room it was replaced in, there was some damage made to cabinets that could not be repaired. Ms. ******* also pointed out a couple of other cabinets that were damaged and needed replacement parts (doors and drawer fronts).
  All parts have been ordered and should arrive within the next week.
  As soon as parts are received, Ms. ******* will be contacted for scheduling repairs.
  This will cover all service issues documented during the customers one year warranty period provided by Holmes Building Systems.

*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. ↩