ComplaintsforINB homes

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is not allowing me the amount of characters I need to list all of the complaints ** I have with INB Homes so I will start with the major ones, such as mold, nails popping up, floors coming up that my disabled husband keeps tripping on and falling. My family and I havent even lived in this house for 3 weeks and this house seems like it is inhabitable. Sloppy work all over the place that the ** admitted to herself. Or the builder of my home telling me we are going through enough already. I have pics and everything documented as well but it is not allowing me to attach them all.

  Customer response

  11/30/2023

  Im not sure if I shared the marker that is in my island, since there are so many other issues with lots of evidence from pics and videos. This is marker. Ive gotten. Other professional opinions as well. The granite people just dont want to waste money on fixing it so they are denying that it is a sharpie market. I want the granite removed (havent seen anywhere on how to remove the marker or I would do it myself since Im so tired of dealing with the long waiting list and the disrespect that we have gotten. 

  Business response

  12/13/2023

  We appreciate the opportunity to address the concerns raised by The ******* Family in their recent complaint. We take customer feedback seriously and strive to provide a positive experience for all our clients.  Upon reviewing the details of the complaint, we have found that the situation involves verbal abuse and aggressive behavior towards our employees and vendors, and borderline extortion of our company.  We take all such complaints and accusations seriously and have thoroughly investigated the matter and have made many attempts to resolve any concerns the ******* Family has presented.  However, the facts remain that before the family closed on the home, there was a walkthrough with the ******** chosen personal representative, where a Quality Check was done and all items were completed within a week.  They have since continued providing ongoing lists of 15+ items, and we have been in almost constant communication with them over the last months.  The remaining items from their additional lists, most all that fall under original quality or warranty have already been completed or scheduled for this week. There are 2 items that we disagree with the customer on, but have proposed various solutions, which are acceptable one minute and not the next.    
  
  
  Unfortunately, the customers behavior has made it extremely difficult to complete said repairs, even with our best efforts in the most timely of manners.  It is unfortunate that our team members were subjected to such inappropriate conduct, and we do not condone any form of mistreatment towards our employees. In accordance with our commitment to maintaining a safe and respectful work environment, we sent a letter to the ******** stating that we would be unable to complete the remaining scheduled work if such explicit aggressive language continued. We did not receive a response from the family, except additional reviews slandering our company, and this BBB complaint, but we have proceeded still with trying to resolve the last few remaining concerns that were presented originally.  As the ******** have been living in the home for months, we cannot be responsible for their own damage, or natural tonal differences in granite.  And depsite the homeowners demands, we cannot make our vendors and employees take off their shoes to complete construction related work, which would be a violation of safety protocols, but, as posted on the customers front door, they do not care.
  
  
  We believe in transparent communication and are committed to resolving disputes in a fair and ethical manner. However, we cannot condone or entertain behavior that involves verbal abuse towards our staff or  aggressive demands for cash.  Before the ******** even gave us an opportunity to address their concerns, they posted half a dozen reviews under fake accounts, and then demanded tens of thousands of dollars from the company - and just as in their complaint here, they filed the complaint to demand $12,000 cash, which feels like extortion.  We did offer  negotiated compensation in lieu of handling their list of issues, which they agreed to then refused to sign the release stating such.  Our offer has remained constant should the customer decide to accept it.  Should you require further information or clarification, please do not hesitate to contact us. We remain committed to working with the BBB to ensure a fair and just resolution to this matter.

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Im not sure if I shared the marker that is in my island, since there are so many other issues with lots of evidence from pics and videos. This is marker. Ive gotten. Other professional opinions as well. The granite people just dont want to waste money on fixing it so they are denying that it is a sharpie market. I want the granite removed (havent seen anywhere on how to remove the marker or I would do it myself since Im so tired of dealing with the long waiting list and the disrespect that we have gotten. 
  
  Sincerely,
  
  ***********************

*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. ↩