ComplaintsforValley Quality Homes, Inc.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In approximately August 2022 valley quality homes representive assured me the company was going to come out in a couple weeks and replace my counter top because they cracked the corner and that has been growing in size. After they said it wouldn't. They cracked the counter last year when putting in the manufactured home. When they came out they didnt replace it. They added more glue and stated it wasn't that bad. However they had a employee at my house viewing the counter when I was told they would replace it.I don't believe its right to promise and confirm something and then refuse to do it. I honestly don't want the company back in my house, due to poor quality of work in other areas. But I think I do deserve someone to come in and replace counter.

  Business response

  11/17/2022

  After we deliver and assemble each home we do a customer walk-thru punch list where homeowners can note any items needing repair or list items that aren't satisfactory. The results of the walk thru with the ******** included a note: " Kitchen counter multiple cracked, suppose to be one piece. (Around stove top area)"   We have approximately 18 homes fully assembled on our sales center where the ******** viewed homes prior to purchase, including the same home the ******** purchased which the ******** customized to a degree. Most, if not ALL countertops in our homes have seams due to the dimensions of the raw material size and how it lays up on the kitchen configuration. We NEVER agree that it will all be one piece. In the ******** case, they have a seam at the stove and one at the sink area. We do everything we can to put the seams in the least noticeable location and we always fill those seams with the matching seamfill material made by the manufacturer of the Wilsonart laminate for that purpose. The Willliams walk-thru also stated that the blinds were to have no strings - which is also something that we do not offer and have never offered and EVERY home we display shows blinds with strings.  The ******** countertop does have one small crack in a corner which we did repair by filling the crack with the matching Wilsonart Seamfill product. Our professional technicians stated that the repair met all industry standards and was difficult to detect unless you knew where to look and shined a bright light on it. It was unnecessary to remove all countertops and appliances to execute the simple cosmetic repair that was needed. We are sorry that the ******** are unhappy but we feel their expectation of no countertop seams and no strings on blinds, or no repairs is not justified.

  Customer response

  11/30/2022

   
  Complaint: 18389644
  
  I am rejecting this response because: my only complaint right now is the crack in the corner that they noted that you could barely see I have just forwarded another complaint that has videos with their guy in my house stating that he was going to fix everything and then I have also text messages saying that the new people agreed it needed a new countertop so what is their explanation to those comments and please watch the videos on my next complaint
  
  Sincerely,
  
  ***********************************

  Customer response

  12/07/2022

  They were attached in another complaint 

  Business response

  12/22/2022

  Our company responded to this complaint and then this customer started another complaint with a different number which we are unable to understand. We requested the BBB assistance so that we could respond and have not heard back. At this time, we would like a consolidated complaint so that we can respond without appearing as though we are non-compliant on one or both. Thank you for your time.

  -Valley Quality Homes

  Business response

  01/09/2023

  This message originally read on 11/28/2022
  After we deliver and assemble each home we do a customer walk-thru punch list where homeowners can note any items needing repair or list items that aren't satisfactory. The results of the walk thru with the ******** included a note: " Kitchen counter multiple cracked, supposed to be one piece. (Around stove top area)"   We have approximately 18 homes fully assembled on our sales center where the ******** viewed homes prior to purchase, including the same home the ******** purchased which the ******** customized to a degree. Most, if not ALL countertops in our homes have seams due to the dimensions of the raw material size and how it lays up on the kitchen configuration. We NEVER agree that it will all be one piece. In the ******** case, they have a seam at the stove and one at the sink area. We do everything we can to put the seams in the least noticeable location and we always fill those seams with the matching seamfill material made by the manufacturer of the Wilsonart laminate for that purpose. The Willliams walk-thru also stated that the blinds were to have no strings - which is also something that we do not offer and have never offered and EVERY home we display shows blinds with strings.  The ******** countertop does have one small crack in a corner which we did repair by filling the crack with the matching Wilsonart Seamfill product. Our professional technicians stated that the repair met all industry standards and was difficult to detect unless you knew where to look and shined a bright light on it. It was unnecessary to remove all countertops and appliances to execute the simple cosmetic repair that was needed. We are sorry that the ******** are unhappy but we feel their expectation of no countertop seams and no strings on blinds, or no repairs is not justified.

   

  The homeowner has stated that they do not want our company in their home - we are not paying someone to do our work.

  Customer response

  01/14/2023

   
  Complaint: 18389644
  
  I am rejecting this response because: you are not addressing the crack in the corner of counter.  We aren't discussing the stove SEAM!! CORNER CRACK ON COUNTEER THAT COMPANY ADMITTED TO BREAKING AND SAID WOULD REPAIR. Now they say its because i wont let them in. They wouldn't fix it to begin with. I will keep refusing until they do something to make it right. 
  Sincerely,
  
  ***********************************

  Business response

  01/23/2023

  Customer stated desired settlement from original complaint:

  Desired Settlement:

  Other (requires explanation)
  Finish the job; By another contractor at valley quality homes paying for the work.

  On two separate occasions, our service manager and another employee tried to discuss the situation with the customer, she became verbally abusive and all communication ceased. In this complaint, her desired settlement is not a workable solution for us. If she would like for us to come in and replace the section of countertop that is cracked we will do so. NOTE: it will have a seam in it due to the limitation in size of the material.

   

  Customer response

  01/27/2023

   
  Complaint: 18389644
  
  I am rejecting this response because: that's what you were suppose to do in the first place and refused. This could have been avoided if you would have. And I was not verbally abusive I just refused to let you jerk me around and lie and treat me like s*** So I think we have differing options on verbal abuse. The only seam should be by stovetop as you have repated stated. There will be no other seams.
  
  Sincerely,
  
  ***********************************

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