ComplaintsforEmpire Communities

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Empire Communities regarding severe and unresolved roof leaks and mold issues at my property. Background: In December 2023, I discovered mold and wet spots on the ceiling of my property and promptly submitted my first claim "roof leak and mold stains" to Empire Communities on December 17, 2023. While the builder addressed a cosmetic interior issue, they did not conduct a thorough inspection to identify and address the root cause of the mold. Since the initial repair, tenants residing in the property have experienced health issues, including allergies, which are directly attributable to the mold. In response, I reopened my claim in August 2024, insisting on a comprehensive investigation and proper inspection to determine the cause of the mold. Unfortunately, Empire Communities only provided a temporary cosmetic fix by overpainting the affected spots, which did not resolve the underlying issue. The mold and wet stains have dramatically worsened since then. Additionally, I have had no communication from Empire Communities since August 28, 2024, when their warranty department ceased responding to my inquiries. Action Taken: Due to the worsening health conditions of the tenants and the lack of resolution from Empire Communities, I was compelled to hire a third-party roof inspector to address and fix the underlying roof leaks that cause mold issues. I am now seeking reimbursement for these expenses, as the builder has failed to adequately resolve the problem or fulfill their obligations. Requested Resolution: Reimbursement for the costs incurred from roof inspection and repairing. I trust that the BBB will assist in resolving this matter and ensure that Empire Communities meets obligations and addresses the serious health concerns that have arisen from inadequate handling of the mold issue. Pictures provided: ******************************************* *******************************************

  Business response

  10/10/2024

  We have resolved the issue with the Homeowner to their satisfaction.

  Thank you!

  Customer response

  10/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We started the building process with EC in March 2021 and moved in Jan 2022. The building process was riddled with mistakes, and we had to have two independent home inspections completed before moving in. The first inspection revealed a list of 20+ items and the inspector recommended that we did not move in. EC repaired some of the major items, we had another inspection, and we moved in. EC promised to complete the new list of 25+ repairs within a month. We have lived in the home for over 3 months, and we are struggling to have EC repair the home. We've had two windows leak with water damage on the walls. We've had a host of smaller issues that demonstrate poor workmanship and larger issues like 9 window that are warped throughout the house. These windows are bowing and need to be replaced. We are still waiting for the company to fix these problems. In addition to the 9 warped windows, we have a garage door that is broken. It previously didn't have a seal to keep the cold air and water out. Before moving in, we saw a sea of ants marching into the house from a colony in the yard. It was supposedly removed, but since moving in, we have had incessant ant problems in the first floor of the home. We have put in our repair requests to the builder website, and while some things have been fixed, major things (like the windows) have not. We are CONSTANTLY on the phone with the builder, but little actually gets done. Building with EC has been the biggest mistake we could have made. The workmanship is poor, the communication is non-existent, and the amount of mistakes that have been made along the way would astound anyone. The home is more than a half a million in value, and it looks beautiful from the outside. However, it has been nothing but a problem. And the company is not actively working to repair a home that should NOT have this many necessary repairs as a new home. We ask that BBB would act on our behalf and compel EC to complete these repairs ASAP.

  Business response

  04/04/2022

  Empire Communities discovered that there is a manufacturer defect on 9 windows with the ******** home. Empire has been working with the window supplier to coordinate the delivery of the new windows and will coordinate with Mr. ****** on the installation of the new windows once they arrive. Empire expects the issue to be totally resolved on or before the end of April. Any other outstanding warranty items will be assessed with Mr. ****** and Empire's Project Manager to be resolved.

  Customer response

  04/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  From: ******* ******* ************************** 
  Sent: Friday, April 22, 2022 9:23 AM
  Subject: [External]Re: The BBB is requesting an update on the complaint you filed against Empire Communities

   

  See my responses below.
  

   

  Best, 

  Michael *******

   

  Dear Michael ******:
  
  This message is in regard to your complaint submitted on 3/23/2022 against Empire Communities.  Your complaint was assigned ID ********.
  
  You recently filed a complaint on the above mentioned company.  The last we heard from you the issue was not resolved.  Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible.
  
  Are the issues resolved?   ____________Yes    ____X_________No
  
  If yes, when was the issue resolved?
  
  ____________________________________________________________________________________________________________________________________________
  
  If no, what issues remain outstanding?
  
  Everything that was on the previous list except the garage door_____________________________________________________________________________________________________________________________________
  
  ____________________________________________________________________________________________________________________________________________
  
  Did you ever file your case through the court system?  _____________ If so please include a copy of your filing or judgment for our files.
  
  Signature: _Michael *******____________________________Date: ___4/22/22______________________
  
  Please respond just as soon as possible to this inquiry.  Feel free to email the information to info@bbbhou.org ; make sure to reference your case number.

   

  
  
  Regards,
  
  
   
  

  Business response

  04/26/2022

  We continue to engage in discussion with the Consumer to address the complaint and hope to have a mutual resolution shortly..

  Customer response

  04/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    We moved into our dream home in Jan 2022 . Many of the things that they are dragging their heals with were things on the original inspection. Since moving in there were another 25 issues with other things . 
  

  Business response

  05/05/2022

  Empire's Project Manager has been in communication with Mr. ****** and the parties have agreed that the manufacturer defective windows currently installed with his home will be replaced and any adjacent stucco, brick, sheetrock and paint repairs needed, as a direct result of the defective windows being replaced in the home, will be addressed during the installation process. The replacement windows have arrived and an installation will be scheduled with Mr. ******. Mr. ****** has been asked to put any other issues that arise into the Empire Warranty portal, and they will be handled as they arise.

  Customer response

  05/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  These windows have been in the original inspectors report dated Jan 2022 . It has been 4 months so far on the windows with no end in site . We were notified that the bricks needed to complete the job would likely not match and that we would be stuck with them , per the site manager. This company has multiple people here that they have done the same things to in this community. We also have a list of many repairs that need to be done that again they aren't doing . We spent our life savings on this home so we could take care of my wife's parents who are both in failing health and needed to move in . Everyday i send texts to the builders not only about the windows but also the other 15 repairs that were never done or done wrongly .
   
  

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   So we purchased a brand new home from Empire Builders . There were flooring issues so we put it in to the warranty company to be addressed. The floor contractor for Empire builders came and supervised a worker as he put the flooring in wrong . I was also present and told him this is really wrong but he continued to put the flooring in . I then contacted the Builder again and they sent their guy out and he agreed that the flooring was put in wrong and that we would get it taken care of . The installer then said it was a problem with the product so a represenitive from the flooring company came and saw that it wasn't a issue with the flooring but with installation. So a few more months pass and finally they say they are going to address the floors again. The alternative was to take the flooring up in another room use that for the repairs and put a different flooring in the study. Which would change the whole demographics of our home having one room with different flooring from the whole house. We declined and were told that's our only option because the flooring we have isn't available anymore. We want the original tile or replace it all so that it all matches . They have told us the only option is change the flooring in another room or decline the repair.
  

  Business response

  02/28/2023

  Homeowners selected Riverside Platte Rigid Core Vinyl Plank flooring, which was installed in the main living areas of their home.  After closing, Homeowner submitted a warranty call reporting chipped edges on some of the vinyl plank flooring.  While this was not a warrantable condition, Empire agreed to replace the affected planks and replaced approximately 15 pieces, as a courtesy.  The planks were replaced with the same selection, Riverside Platte, but the homeowners then complained that the dye lots did not match, which can not be helped.  Rigid Core Vinyl Plank flooring is a manufactured product, and variances are to be expected between production runs.  Despite the fact that we had attempted to make this repair as a courtesy, and not under any obligation under the warranty provisions, Empire management suggested that a possible solution could be to remove the Riverside Platte flooring from the enclosed study in order to repurpose those pieces as replacements for the initial 15 pieces.  This would require installing a new batch of Riverside Platte in the entire study, which would certainly be a new dye lot.  However, our belief is that the transition from one dye lot to the other at the study doorway would be less noticeable than what is currently in the field of the living area.  However, we are not open to the idea of replacing the entire floor throughout the house for something that was only addressed initially as a courtesy.  We reiterate our willingness to either A) leave the floor as-is, or B) use the pieces from one room to make the field repairs, and then we will then install a new batch of Riverside Platte in the entire room that we took it from and make that entire room uniform.

  Customer response

  03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
                     First and foremost the flooring was under warranty . Secondly their contractor Ben from ********** Builder services came with a worker to install the planks . They installed them wrongly , beating , cutting and gluing the new flooring down . I was present and told them the floors were being put in wrongly but they finished the 15 planks . I again contacted them and Empire saw the work they did and agreed to fix it . Next Ben contacted the vendor they use to try and sweep his bad craftsmanship under the carpet and blame the product .The vendor came out and first corrected him on the installation , that has gaps and a color discrepancy . They then told me if we would allow them to take up our study and use those planks to fix all their mistakes we could replace the study with any flooring we chose . Then they came back and said no we couldn't have any flooring we wanted but that they will put one in that has a slight variation. Then im contacted today and told the only way they will start the work is to send them an email stating we agree to their plan . I said i cant agree to allowing you guys to put flooring in that i haven't seen , bring a sample and we can go from there and haven't heard back yet . How could I agree to them installing flooring that I haven't seen? We purchased this home over a year ago and still it isn't complete. Stay away from this company if you are looking for a home .
  
   
  

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Company committed fraud telling us to submit all repairs to them instead of warranty company. Received email from Empire telling us not to contact warranty company but to send all repairs to them . No list of repairs for over a year are documented. We have had 100's of repairs and our home still isn't finished.
  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. ↩