ComplaintsforOn Top of the World

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought new home construction in January 2020, we've been lied to from day one., we were told cabinets in the model home were standard, common ground between our and our neighbors home would be landscaped along with other common ground and it's a maintenance free community, all lies OTOW design studio even came back to us 4 months after signing our contract that they wanted more money for our shower stall and basically said if we didn't pay more they wouldn't make the change we wanted. We have one year to complete any warranty work., we hired a home inspector in the beginning of October who sent our file to our warranty person Butch. Cracks in the stucco were caulked and painted, we told Butch the repaired paint color didn't match and we were told to wait a month which we did. They sent another painter who took a paint sample to Sherwin Williams for color matching. Our painter came back telling us he reported to his boss who told Butch the paint isn't Sherwin Williams paint and didn't know what color it was and it's not our contracted paint color or paint. Giving Butch a month we've now been emailing him every two weeks asking when our warranty work would be addressed. Again, we were told be patient, we are half way through February still waiting for warranty work to be finished. Our pantry door sticks, our weather stripping has pulled away from the top of our front door, even the grass repairs have been a joke with finger pointing "it's not my job". Patches replaced are higher than the rest of the lawn. When making a major purchase such as a home you can only go by the information given to you to make an informed decision. When the information is inaccurate it's difficult to make a sound judgement.

  Business response

  04/11/2022

  Business Response /* (1000, 5, 2022/02/28) */ The Warranty Representative reported that the only things that haven't been scheduled is the tile. Tile installer left homeowners a voicemail and the homeowner hasn't contacted them back to schedule appointment. As for the countertop - there is a work order in for this as well and Warranty has contacted the sub to get this scheduled asap. Homeowner is encourage to use one area for all communications in this regard as the BBB is not the Warranty Department. Homeowner has all information on the Community Service Office and their Warranty Representative. Consumer Response /* (3000, 7, 2022/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can tell by the snarky response how difficult it was to deal with warranty or any entity in OTOW. They are very good at saying what they think you want to hear and doing nothing which lead us to the BBB. The exterior color was painted the wrong color using the wrong paint; after following our warranty persons requests since October 2021, new warranty person was supposed to stop by at 10:15, no one showed. I called, said we're done, I was filing with BBB and or seeking council, we found out we had a new warranty person. Our house has been repainted but since they only put on one coat it still isn't the right color, my neighbor asked what color our house was supposed to be; I told her the same as she has gray, white trim, blue door. She said it looked light green which is what I tried asking the painter if they only used one coat of paint. The pantry doors which take two people to open has been measured for replacement and new hinges have been ordered for pantry door, garage entry door and primary toilet room door. I haven't received any calls from the tile person or I'd of returned the call, please check for the correct phone number. As I stated in the original complaint when touring the model home that we built we asked our salesperson if the cabinets were standard or an upgrade? He said they were standard and that you could upgrade to soft close for $600.00. At our first design studio meeting we were now told the cabinets were a $5000.00 upgrade and you could not get soft close on the standard cabinets. Another item of importance we asked about was quarter round; the model didn't have any around the baseboards, we didn't want quarter round and were told the way we see the model is how the home is built. At the design center we asked about changing the primary shower, we were given the price and I asked specifically if that would be the total cost for the change. Our designer checked with her supervisor who said that would be the total cost. We now had a contract for all upgrades, four months later design calls stating they didn't charge enough for the shower, it would cost us additional $750.00. We said we had a contract; our designer said they would have to send this to upper management and that it would delay the construction of our home. We were renting a home waiting on this home to be built so it was better for me to make a new contract and pay the extra that OTOW wanted than to pay more rent. We also asked for a side garage door as we'd seen other homes in OTOW with them. We were told absolutely no! Since then, other homes in our neighborhood have been built with side garage doors. It still baffles me as to why they told us no. We were told this was a Maintenace free community which appealed to us, a lot. Now they've changed the verbiage to Maintenace assisted, we didn't know we are responsible for mulch replacement, after 30 days the lawn, 90 days the bushes and one year on the trees. After that anything dies it's up to you to replace. They do mow but so far after one year, I have not seen anyone do any trimming of trees and bushes which in the paper said that they do trim every six weeks and you must call to request weed pulling and lawn spraying. We were told our water bill would be $45.00 a month for watering grass, if you water according to what OTOW wants your bill will be between $200.00 and $600.00 a month. Hard to do a budget with such misinformation! There is a 30-foot easement between our house and our neighbors, I specifically asked about as we did not want a throughfare. We were told only golf carts and pedestrians, but pick-up trucks, trailers, construction and maintenance equipment come through on a regular basis making it unsafe for golf carts and pedestrians. We were told that this area would be landscaped with trees and bushes, sales even gave us a drawing as how it would look. We are now being told that this would not happen and when we call or email resident services about all of the vehicle traffic between the homes, we get no response. You make these major life decisions based on the information that you receive but when that information at best is not accurate it can be very costly Business Response /* (4000, 9, 2022/03/14) */ Your warranty representative is the one who needs to address all of your concerns. We appreciate your working directly with your warranty representative on all of the outstanding matters. Consumer Response /* (2000, 13, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business and wishes to inform the business of this) We have been given a new warranty representative that has taken the effort to get our issues taken care of. We have a painter coming out the 6th to paint the pantry doors but still have not heard from the tile company to repair a scratched tile in the primary shower which was caused by a grout repair under warranty.

*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. ↩