ComplaintsforGreat Southern Homes

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drainage issue between houses to our right, facing west. We moved in, May 2023. The lot to the right of us was not developed yet. Winter of 2023-spring 2024, GSH built house to our right .. Grading wasn't done properly, leaving us to have standing water 24/7. We want a fence, but due to standing water, the wood would rot. We contacted GSH numerous times. They sent people out to look, then sent landscaping person, and said the grading isn't done correctly. Now it's middle of September, 2024 and we still have standing water. The standing water is black and smells. We want this fixed. All the other houses to our left (facing west) have deep ditches with large river rocks between houses. The deep ditch and rocks didn't get done that way. We want it fixed . Still fighting for our issue to be fixed. GSH refuses to do anything. Said the yard is our issue at closing. We'll, they didn't start building to our right until winter 2023/2024.

  

  Business response

  09/16/2024

  Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to this concern brought to you by our customer the *******.
  

  It is our understanding and per the statement made in this complaint that the ******* are still concerned about the area in between their yard and the lot / home to the right of theirs that was constructed after they closed on their home.  We certainly can understand a concern of standing water, however per our Area Field Manager this concern of theirs was assessed and has been addressed prior to this complaint.  After the ******* brought to our attention that they felt they had drainage issues in the area between their home and the lot / new home next door, we at GSH did go out an assess this possible issue.  After this inspection was completed it was determined that the lot slightly above the grade of their lot and home did have 3 leaking irrigations heads they were of course running down hill towards their home.  Once this was discovered, we at GSH did reach out to our area landscaping company to have them come out and replace the 3 irrigation heads so as to alleviate what is believed to be the main culprit of this drainage concern. A few days after this replacement was completed, our Area Field Manager stopped by to reinspect the area in between the ******* home and the lot to the right and the area was dry with no signs of existing standing water or lack of proper drainage that would cause any issues in the future (see attached photos from that inspection sent on a separate email).  Also per SC LLR Residential building standards there can be standing water up to 48 hours after a normal rainfall but that is also exempt based on any tropical storms, hurricanes or even heavy rainfalls in a short period of time, or mushy ground in a swale area.
  

  In regards to the river rock in between several of the newer houses, please be advised that this neighborhood consists of approximately 70 lots and homes, and all of them do not have river rock in between them.  Several do however, but that was decided due to layout, elevation changes, where they are located, etc.  Therefore at this time, we have no evidence showing that this an ongoing concern that would be covered under any standard one year builder warranties.

  Thank you, Joel B. H***** - Customer Experience & Warranty Dept. Manager at Great Southern Homes

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11/22/23-John F******* (Great Southern Homes-Warranty GSH) responded to my email and cc’d ******** Plumbers about my concern with our bathtub and shower bowing when standing in them. This was an email as a homeowner that identified items of concern in our new GSH home – standard 1 yr warranty items. 12/28/23-******** Plumbing sent **** **** to our home, he stepped in both our shower and the bathtub and said that the bowing was “normal flex”. That he didn’t need to reinforce either of them. I voiced my concern, he stated that they both have a lifetime warranty. 1/3/24-I emailed Mr F*******, GSH, and told him what ********’s representative (Jody) findings were and vehemently stated that I disagreed with that finding that I felt they both needed reinforced. Mr. F******* replied and stated “we are at the contractors mercy.” 6/10/24-I emailed Mr. F******* and told him that we had viditors who were using that bathtub and it cracked in two spots and sent photos of the cracks. 6/11/24-Mr. F******* replied and cc’d ******** to schedule tub repairs 6/21/24-**** **** came to our house and drilled a couple of holes by the cracks to attempt a repair. At that time he stated that the bathtub “form/mold” was faulty and appeared to be missing a layer of wood. He cut a couple of bigger holes and peeled back parts to confirm his suspicion. At that time, he determined that the bathtub could not be repaired and needed to be replaced (my concern from 12/23). 7/16/24-I emailed Mr F******* and ******** Plumbers asking about a status as we have not heard anything on the replacement from either party in almost a month. Mr F******* said ******** would contact me. 8/27/24-now 2 months later, via emails and phone conversations, we still have an unusable bathtub in a house that is just over 1.5 years old, and no resolution planned. ******** says GSH should be updating me and they are not. GSH says ******** will contact me directly. Neither are happening! I just want our bathtub replaced.

  

  Business response

  08/28/2024

  Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to the concern from our homeowner / customer Ms. *****.  Per my understanding from our plumbing subcontractor and my Area Field Manager, this is an issue that unfortunately has to do with some delays from the tub manufacturer which as much as we wish we had control over their processes and procedures, we at GSH nor our plumbing subcontractor have no control over that or their turnaround time. On a positive note, we along with our plumbers did speak with our tub manufacturer regional rep, and they have agreed to expedite some of the red tape that has been holding up the process of getting this situation resolved for the ***** family.

  According the plumber who followed up again this morning with the manufacturer rep, they have decided to help in moving this forward in getting a brand new unit instead of any repair possibilities, and they will handle the logistical hang ups directly with the manufacturer themselves separately so that this situation is no longer delayed from finalizing this for the *****'s.  The plumbers also reached out to the homeowner and let her know it was approved and that my Area Field Manager at GSH will be reaching out to her to schedule all work . They did also let her know that the new unit will be a four piece unit, since after building out the home at the middle of the construction process, we at GSH nor the plumbers are able to bring in and install a full one piece unit.  The plumbers stated that in their talks with Ms. *****, that she would like to receive photos and spec info on the new unit.  We did confirm that they brand new unit would be delivered by the manufacturer's supplier the day prior to installation once that time frame is agreed upon between my Area Field Manager and Ms. *****.

  Thanks and we look forward to assisting the plumbers, along with the manufacturer, and the *****'s on making sure that this issue is resolved in a timely manner now that things have been pushed to get this expedited.

  Joel B. H***** - Customer Experience & Warranty Dept. Manager at Great Southern Homes

  Customer response

  08/28/2024

  
  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. I truly appreciate a resolution being put in place today and look forward to having a working bathtub.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  December 2023 we closed on a home we bought from great southern home's in crystal springs lake and they promised us the world and we got cheep labor that is atrocious at best workmanship boards cut way to short - sheet rock workmanship was the worst I've seen -- put the bracing for the railing on one side of the wall and the railing on the other and after tell them that they did it on most of the home's on this road they did it again -- flooding yard -- takes forever to get hot water to the sink kitchen -- like 30$ a month just looking for hot water to wast dishes --- I can prove that they didn't or couldn't read the blueprints on this home --- A/C problems up and down the road they installed core in up side down got guy on video standing in my driveway telling it was installed up side down --- nail misses like you've never seen --- not enough driveway to park to cars and get out the cars and forget about getting in and out the garage ---- I told them about the wood that has beetle damage on two home they are building right now and I have pics and they kept right on building and I mean like 70% of the 2× 4 have very bad beetle damage ----- I've beetle threatened buy two people from great southern homes -- they didn't finish clearing my lot like they said they would --- I have over 500 pics and videos if anyone would like to see cause they didn't want to them ----- complete mess we have here --- they came out to fix a door and left a screw I. My closet and I stepped on it bear footed ----- back porch light coust $9.99 at lowes inside door handles falling off and sticking ----- lie after lie-)

  

  Business response

  07/15/2024

  Good morning BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to this concern from Mr. ***** *****.

  As always, we at GSH strive to go above and beyond to handle any and all warrantable concerns brought to us directly by our buyers and homeowners.  In this specific case, with ***** ***** and **** **** (co-buyer), we have worked diligently over the last couple of months to review and make any necessary corrections based on any prior list(s) of warrantable issues that ***** and / or **** has brought our attention at GSH.  As stated in our previous phone conversation w/ the BBB (today, Mon 7/15/24) we are again willing to do everything we need to in order to repair / fix / correct any warrantable items that are provided to us at GSH through our warranty email inbox, and as of today we are requesting that ***** ***** and / or **** **** provide directly to the BBB in detail of any final one year covered / warrantable items of concern.  Once we have received that list from the BBB, via ***** and ****, we will schedule a time ASAP to review those items onsite to determine which items would be deemed warrantable, and from there we would schedule expeditiously to complete that final list of issues within a timely manner while working with our trade partners / subs.

  In the meantime, we at GSH would just ask that this working relationship, between ***** *****, **** ****, and GSH be an amicable one, and that any derogatory commentary verbally or in writing or via signage, be kept at a minimum in order for this concern to be resolved in a professional and courteous manner.

  Thanks, Joel B. H***** - Customer Experience & Warranty Dept. Manager at Great Southern Homes

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new home in Graniteville, South Carolina, on December 21, 2021. After residing in this home for a year and ten months, the wiring of the breaker box is faulty. The breaker started tripping by itself, which led it to tripping completely off. I contacted Great Southern Homes, as we are provided a two year warranty on the electrical/wiring of the home, and they referred me to the electrician who put the wiring in the home. I feel very unsafe as a faulty breaker is faulty wiring. If that wiring overheats in the circuit unit, this could cause an electrical fire. I am not looking for monetary compensation, only for the issue to be resolved. To invest in a newly constructed home and have wiring issues under two years is unacceptable.

  

  Business response

  10/30/2023

  Good morning BBB and thanks as always for reaching out to us at Great Southern Homes (GSH) in regards to a concern with one our homeowners. 

  In reference to this specific issue with Ms. ****** and her concerns with her breaker(s), this unfortunately does not appear to have anything to do directly with wiring behind the wall which is covered for two years from time of closing 12/21/2021 (exp 12/20/23), but is about a breaker concern which only carries a GSH and manufacturer warranty of one year from closing.

  As a courtesy based on our standard processes and procedures, we did refer to Ms. ****** directly to the original installer / electrician (Fogle and Sons Electric), so that she could contact them directly to set up an assessment if she did still have a concern w/ the breaker(s) in her home (see attached emails). Also in addition to passing on that information for her to contact the electrician directly, we gave her the manufacturer's information and their warranty timelines depending on which manufacturer's breakers where installed in her home (see attached emails). Unfortunately there is nothing that as the builder we can do directly to help w/ this concern other than have her contact the electrician, however we have taken the time to reach out to the electrician to contact Ms. ******, since as of this morning they stated they have not heard from her regarding this concern.

  Thank you!

  Joel B. H***** - Customer Service & Warranty Dept. Manager at GSH

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a home in December 2021. The building supervisor Eric and the Land Manager Matt C**** were made aware of a drainage problem I had in my back yard due to grading of the yard that allows for standing water. My property backs up to a retention pond which could have prevented my problem if my yard had not been graded with a dip and a drainage pipe had been installed to the retention pond. My neighbor’s yard was fitted with a concrete culvert with a drainage pipe although their property really doesn’t have a need for it! I would like for GSH to regrade my back yard and put appropriate drainage should it be required after regrading.

  

  Business response

  04/14/2023

  Thank you BBB for reaching out to us in regards to this concern from Mr. *****. 

  We had asked our area Field Manager for our Customer Relations & Warranty Dept, Melissa C******, to contact Mr. ***** to see exactly what the status of their concern was in reference to a possible grading and drainage problem due to a retention pond behind their property. Melissa attempted to contact Mr. ***** twice and left a message via voicemail or text that she would be able to come out on Monday April 17th around 10am to assess this concern. Melissa will report back to us w/ her findings and we will let Mr. ***** know what if anything may fall under any warrantable type of corrections or what may be considered a homeowner maintenance concern if there is one.

   

  Thank you.  Joel B. H***** - Customer Relations & Warranty Dept. Manager at Great Southern Homes

  Customer response

  04/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:  although GSH’s representative was respectful and professional, she represented the warranty department which is inappropriate to my situation which should have been dealt with by other departments in GSH.  She informed me landscaping is not under the warranty department’s domain.  She was also unable to articulate why a swale was graded into my yard and not in the adjoining properties.  She stated swales are used to direct water to other areas.  However, water simply stands in my yard and the area was still wet when she came to B look.  I would like someone who handles grading and landscaping to look at my yard and to regrade my yard.
  
  Sincerely,
  
  ***** *****

  

  Business response

  04/19/2023

  Good afternoon BBB and thank you for reaching back out to us at Great Southern Homes (GSH) in regards to Ms. *****'s rebuttal. Unfortunately swales can and will hold water longer than most areas of the yard but per SC Residential building standards the swales are allowed to hold water longer because they are designed to move water from one area to another. This is the case so that we can move any possible standing water from the foundation (outside of the swale area) to keep it from affecting the stabilization of the foundation over time. However as a courtesy to Ms. ***** we have contacted our landscaper and are able to schedule an additional assessment w/ her along w/ a GSH rep and our landscape rep sometime next week. Melissa C******, our area Customer Relations & Warranty Field Manager will contact Ms. ***** to schedule that. We have attached a rendering of how swales in residential building are designed and set up to move water.

  Thank you again. Joel B. H***** - Customer Relations & Warranty Dept. Manager, Great Southern Homes

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improper residential neighborhood grading on lot *** of Livingston Place (*** ***** ******). I have contacted the builder multiple times since the first week (June 1, 2022) of moving into a new construction home that there is a significant drainage issue on the side of the home. Their remedies for the situation were paid for out of my pocket and have offered absolutely no relief to this extreme grading and drainage issue. Although there have been many instances of standing water within 10ft of home from 48-72 hours after rainfall, they continue to push off this responsibility. As time continues to go on there becomes more of an erosion problem and the water is now almost to my home foundation with the smallest amount of rainfall. I fear that if it rains for more than one day in a row my home will flood. I have purchased flood insurance to cover that fear. I am continuously spending money to prevent my greatest fear from happening when it is the builders responsibility from day one to use proper grading slope and materials to avoid these long term drastic issues which burden their homeowners. When I make appointments with the warranty department, they miss the appointments, and when I reschedule after chasing them down they come out and take more and more pictures and offer unacceptable solutions. In additional to that they do nothing but cast doubt that they will do what is required by law. Repair this drainage issue on sides of lot *** immediately to avoid structural flooding, disease spread, runoff contamination and injury to people and animals. They have the photos from the multiple emails I, and my neighbors, have sent.

  

  Business response

  01/30/2023

  Good morning BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regard to the concern from Ms. ******* In Irmo. Please see the attached photos taken on Friday morning Jan 27th by our Senior Field Rep for the Irmo / Chapin area that were only about 32-36 hours after a very heavy all-day rainfall on Wed Jan 25th (this is well under the minimum 48 hours needed to assess a standing water concern that has to be within 10 feet of the foundation of a home for it to be considered a viable concern). First of all, there was actually no standing water present even though the ground was very saturated and that was in part due to the heavy rain all day on Wed Jan 25 as well as the cold temps and continuous rainy weeks we have had in the last two plus months. We have also attached the state of SC Residential Construction standards regarding standing water and drainage concerns that states the above information I have provided as well as to mention that "consideration must be given to the type of soil present and to the relationship to the surrounding terrain". The Construction standard also state that "the possibility of standing water after an unusually heavy rainfall should be anticipated", although again when our Senior Field Rep assessed the concern in less than 36 hours after such an event w/ heavy rainfall there was no true standing water to be found. To wrap up, we would be more than happy to again assess Ms. *******'s concerns at a later time, however we just wanted to make sure she understood the protocols and what was required for her concerns to be valid based on those SC Construction Standards set in place.
  

  Thanks, and should you have any other questions or need any additional information please let us know. 
  Joel B. H***** - Customer Relations & Warranty Dept. Manager at GSH

  (see attached)

  Joel B. H*****

  Customer Relations & Warranty Dept. Manager

  Great Southern Homes

  office 803-699-4734 ext. 1908

  Customer response

  01/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on the purchase of what was to be a brand new home only to find out the the house was being lived in by the workers. I inform GSH and nothing was done, but they laughed and stated that this happens in all new build homes. I have several major issues to the home and filed complaints with GSH and everytime they would send the contractor who created the defect to the home and they would state that nothing was wrong. As months went by the home was falling apart with issue such as major leaks, cracked tubs, dirty carpet filled with red ants, cabinets falling apart, countertop turning color, used appliances, broken toilets, termites, and so much more. The home was to come with an upgrade incentive VIP program that I signed up for in advance only to be told by the seller's agent that it's a false advertisement to get customers to come see the home. I later found that that was false information and every buyer that bought from the realtor company or affiliates received the incentive and $10k toward down payment. I was denied the incentive and received on $1500 towards closing. The subflooring is popping per the builders contractor yet they refused to fix it, but did but a tape down on one spot and placed the same carpet back down. the heavy bathroom glass shower door fell on my children HVAC system pushes out smoke and sets off my fire alarm. I missing a whole room that is on my contract blueprints and when asked the builder told me that they changed the plans without my knowledge because it was incorrectly designed and didn't meet their budget to fix. The room doors are falling off and warranty are voided because the top of the doors are not sealed. The windows have air coming through them and shake when the wind blows hard. Shackles and vinyl has falling. Landscaping is filled with bottles of urine and that too was laughed about by builder. GSH Attorney reached out to me once the door feel on the children so that we could talk about emails only per his email.

  

  Business response

  01/26/2023

  Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH) in regards to these concerns of Ms. *******s. To give you a better understanding of the back story and timeline on our working relationship w/ Ms. ****** below is some pertinent information:

  - her home closed on Oct 22, 2021, therefore the standard one year workmanship warranty that all builders are responsible for in the state of SC, expired on Oct 22, 2022 (3 plus months ago).

  - we originally were contacted by Ms. ****** about her concerns about her home on Mar 26, 2021. We followed back up her within approximately 24-48 hours about our willingness to assess and address her concerns. She agreed to meet w/ us onsite at her home in reference to her concerns.

  - April 5,2022, we met onsite at Ms. *******s home and reviewed all of her listed items of concern and sent an email back to her on April 7 to clarify and verify that the list noted in our walk through w/ her was accurate so that we could schedule a date and time for our vendors to come out and address any warrantable issues. We did not hear back from Ms. ****** after waiting two weeks for a response to our email in efforts to handle her concerns so we then emailed her again on April 21.

  - After almost another week had gone by and over 3 weeks after the original email was sent to verify the list of concerns and set up a date to have our vendors come out to address those warrantable concerns, Ms. ****** finally emailed us at GSH back on April 27 dissatisfied and negatively about her home, and responses to the original email our our previous emails trying to get back in touch w/ her. Only at the very end of the lengthy email did she state that our vendors could come out to her home "whenever they are ready the first two weeks in May", not really giving us a specific date or dates to start the work. We immediately reached back out on April 27 to again try to verify exact days that would work for her.

  - On May 3, 2022, after we had again not received a reply to our specific questions regarding scheduling this work we emailed Ms. ****** back and then again on May 6, w/ her replying back on May 7 stating that she has been ready for us to handle her concerns, but yet we still did not receive requested information that we were looking for. Therefore we emailed Ms. ****** back on May 9 letting her know that we would have our vendors available to work on May 13 which she emailed back and agreed to.

  - On May 11 and May 12 we emailed Ms. ****** back to verify that she was still good w/ starting the work on May 13, and that we were working directly off the list given to us based on the onsite review back on April 5. On May 13 our vendors showed up to do the work based on that list but Ms. ****** was not satisfied w/ our plan of action and what the vendors were planning to do address the exact list from the onsite review so she asked them leave. We then asked her to please let us know when we could reschedule once we reconfirmed her concerns and got w/ our vendors to make sure we were all on the same page to continue forward.

  - On June 7 we emailed Ms. ****** again reviewing the list of concerns and requested to have another onsite visit w/ her at her home to review a final list of concerns so that we could have all of the appropriate vendors and GSH employees onsite to complete any and all warrantable concerns. 

  - Again after several weeks w/ no response back both parties, GSH and Ms. ******, agreed to meet and review a final list of items to address at her home. This appointment was scheduled and we met w/ her at her home on July 26, 2022. After a very amicable  meeting we all agreed to come back out w/ all appropriate vendors the week of Aug 17, 2022 to address all warrantable concerns and several "gray area" that were not truly warrantable. Several exterior items (including putting up a fence at her home at NO charge by GSH) were completed because we did not need access inside the home to complete these while we waited to arrive on Aug 17 to handle all other final items.

  - Only on the morning of Aug 17 (not at any time prior to), Ms. ****** informed us that she would no be able to keep that appointment for all work to be completed. Since that time we have requested through our Customer Relations & Warranty Dept and through out in-house legal counsel to access to her home to finish all remaining items but have not been granted access to date.

  Thank you, Joel B. H***** - Customer Relations & Warranty Dept. Manager at GSH

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from Great southern homes in December of 2020. I was informed that at the end of our 1st year on the home, great southern homes warranty department would handle issues that we had with the home. We had our issues reported on time. But everything has not been repaired. And some of the things that were repaired were not repaired correctly. Great southern Homes will not even respond.

  

  Business response

  01/02/2023

  Good afternoon BBB and thank you for reaching out to us at Great Southern Homes (GSH). We were just recently made aware of Mr. ***** concerns again and had just followed up w/ him last week to address his concerns. After setting up a scheduled appointment w/ Mr. ***** from our Upstate Customer Relations & Warranty team, Scott and C**** met w/ Mr. ***** today, 1/2/23, to see what concerns may or may not be warrantable versus any non-warranty items. After the appointment today we were informed that a plan of action was put into place between us at GSH and Mr. ***** on the warrantable concerns. Those items will be scheduled accordingly and Mr. ***** will be kept in the loop of all appt dates and times.

  Thank you! 

  Joel B. H***** - Customer Relations & Warranty Dept. Manager for GSH

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lots of problems with this build. The moldings along the ceilings are all coming apart. Two of the doorknobs just fell off. I fixed them myself but this kind of stuff shouldn't happen with a new build unless you have a shoddy constructed new build. My microwave has dent in the top side and a piece missing off the top. It doesn't cook properly and I'm afraid to use it. Seems like it was dropped and installed anyway. The fireplace mantle is lifting away from the wall. I've already had to have the range replaced and the shower pan resealed.

  

  Business response

  01/02/2023

  Good afternoon BBB and thank you reaching out to us at Great Southern Homes (GSH). Unfortunately we have been closed for several days over the last two weeks b/c of the holidays and myself as the Customer Relations & Warranty Dept. Manager for GSH was out of town all of last week. I do see were Ms. *******, had reached out to us after hours on Dec 22nd for a few concerns of hers and we were closed on Fri Dec 23 and Mon Dec 26 for the Christmas holiday. We returned on Tue Dec 27 with 100's of emails due to the extreme cold weather so there were several emergency requests as you can imagine. However we did get back w/ her on Thu Dec 28 to let her know that we were aware of her cosmetic related concerns and that her area Warranty Field Rep would be in touch w/ her ASAP to address those. Therefore it has only been 2 working days prior to today since we responded and we normal request at least 24-48 hours of time to get back with our homeowners but again due to the holidays and the various emergencies due to the extremely cold weather in the last week plus we are doing our best to follow up w/ non-emergency situations as quickly as we can.

  Thanks for letting us know if this situation and we will continue to follow up w/ Ms. ******* to schedule a time soon to assess her concerns.

  Joel B. H*****

  Customer response

  01/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will revisit when and if all repairs are made. As for the microwave it was damaged before installation.and should never have been installed. All.of these problems are down to the workmanship of the home. Seems to be 2nd rate. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  01/09/2023

  Good afternoon BBB thank you for reaching back out to us at GSH. Per our previous response today, Monday Jan 9, all of the minor cosmetic warrantable items are in the process of being scheduled. Our Area Field Rep Vlad has reached out to Mr. ******* to follow up today and will be getting back to him in regards to clarifying the date(s) and time frames for the drywall and paint concerns mentioned and reviewed onsite last week by our Area Field Mgr Scott on Tues Jan 3. 

  As also previously stated, GSH does not install or service any of the appliances in the home as those are installed by the authorized supplier and / or servicer of those appliance products. Vlad was reaching back out to Mr. ******* to reconfirm this so that the *******'s can reach out to the supplier / manufacturer's service representative per the information we at GSH provided in the previous BBB response today.

  Thanks again! Joel B. H***** - Customer Relations & Warranty Dept. Manager at GSH

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is for Great Southern Home (GSH). My spouse and I purchased our house in may 2021, after moving in I started to notice lumps under the carpet. I thought it was padding trimmings that wasn't swept up and contemplated pulling back the carpet room by room to sweep up the trimming. However, our furniture was delivered earlier than expected and the idea of pulling back the carpet became daunting. I tried to ignore the lumps I felt under my feet, but I couldn't, the lumps were everywhere there was carpet. In April 22, I contacted GSH and they sent someone from the company that installed the flooring to come by the house to see the issue. Before I finished telling the rep about the lumps, she stated that it was the recycled materials in the carpet padding. I found a lump near a corner to see for myself and found that the lumps were in the padding. The flooring company rep informed me that since it wasn't an installation issue (they installed what the builder provided) they are not responsible. The GSH rep informed me that the flooring company determined that there is no defect and wanted me to confirm this so the ticket could be closed. I relayed what the flooring company rep stated; that there was no issues with the installation and that the lumps were from recycled material in the padding.....and asked how can feeling lumps under my feet not be considered a defect. GSH rep responded "This is very similar to the padding we use in our home. It is honestly the most high end product available but one that is affordable for our homeowners. I hope this picture help. Thank you" I responded very curtly stating "you've got to be kidding.... stop trying to convince me that ground beef is wagyu prime.... I am 100 percent sure that you are not walking around on knots" That was my last contact with Great Southern Homes. I do not think I should solely have to foot the bill to change out the carpet padding in a one year old house.

  

  Business response

  10/20/2022

  Business Response /* (1000, 6, 2022/10/13) */ Good morning BBB, and thank you as always for letting us at Great Southern Homes (GSH) know of any concerns that our customers / homeowners may have with their homes. In this case with Mrs. *****, we were originally made aware of their concern back in May of this year during their request for some items to be handled under their standard builder one year warranty. This concern was assessed and addressed with the *****'s at that time and we have not been contacted about any additional or ongoing concerns with their carpet or pad from the last email on May 16th from Mrs. *****. Therefore we had no idea that this was still a concern of theirs in regards to any problems or issues they were having. I have reached out to my Area Field Mgr Melissa and Area Construction Mgr David in regards to any additional information they may have in reference to this original issue and we will also be following up with our carpet vendor to see what they observed upon their assessment back in the middle of May this year. Thanks and we will follow up with the *****s once we have additional information from our Managers and the flooring company. Joel B. H***** Customer Relations & Warranty Dept. Manager Great Southern Homes

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