ComplaintsforStar Homes By Delagrange & Richhart, Inc.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last text message response i have received from ************************* (owner of Start Homes and who he said to always reach out to if i ever had issues) was on August 11, 2022. I have sent 6 text messages on various dates after that last response in an effort to get a resolution one a few outstanding quality issues around the home they built for us. These 3 remaining issues include: driveway, grading/drainage, and drain for the garage drains being properly placed and not covered up. I sent several pictures documenting the driveway and the ridges, pitting, and uneven surface areas throughout. **** originally had someone come out that provided the actual concrete material to look at this. I spoke with that gentleman on site at my house and we both agreed this was not a product issue, but a finishing/brushing issue. I explained to ***** several times it is harder to see during mid day and when sun hits it in morning and evening it is extremely noticeable and numerous people have commented on how poor it looks. He stated I would receive a letter from the concrete people who completed the work. He would not say what that letter said. He also never would comment whether he felt the work was satisfactory or not. I continued to ask that he come look at it at the times I stated so he could actually see the issues. I text him numerous pictures of the driveway that clearly show issues. I have received no letter from the concrete company. I did get a call from the concrete provider a second time this past Friday. That gentleman (****) stated it was not a concrete mix issue but a finishing issue. I asked if he could share that w/ *****. I tried calling **** over 10 times between August 11 and now. No response at all. The grading in front right of home pools water after large rains. He admitted when on site that one area looked to be too high and needs corrected. He has yet to respond to this as well. Just want the driveway/drainage issues fixed or credit offered

  

  Business response

  09/08/2022

  The last phone conversation I had with ***** was regarding the driveway and he would not listen to reason, it was all one sided. I explained to him that I would not discuss this by phone anymore with him and that a letter would follow. Shortly after our conversation, I became sick and was not able to leave the house for 2 weeks. I had 3 experts look at the drive including the concrete supplier. Although ***** states that the concrete supplier told him it was a finishing issue, the suppliers both said they couldnt see what he was referring too. ***** had to lay on the driveway and try to find the problem. Everyone that looked at the drive agreed that the driveway was installed to meet or exceed the ******* ******************************* Standards and will function as intended. The fact that ***** agreed to live with it if we give him a $3,000 credit , confirms that the driveway functions. It is ridiculous that he demands  I meet him at 8:00 pm so that he can show me the flaws as they are not noticeable during the rest of the day. We do not feel the drive is substandard and therefore will not give ***** the $3,000 credit he is requesting.

  
  I did tell ***** that I would look at the area on front right of home that pools water after large rains. I also explained that we would recut the swale along the property line as we build the neighboring home if needed. I did not admit that one area looks high and needs corrected. Since this conversation, I met the excavator on site and we started cutting the neighboring lot. We also shot grades to verify that ****** drain properly. We noticed there is a landscape bed that has been installed (not by us or our excavator) that has dammed  the flow of water around the corner of his home. This bed will need to be modified in order for the water to flow as it was intended.  We are willing to help him correct this dammed area but would require that he turn off the irrigation zone that feeds this area which is creating part of the extra water pool.

  
  We will look at the drain on the garage and make any adjustments if it is not installed as intended.
  
  In summary; Star Homes has been in business for over 62 years. I personally started working for the company and later operator/owner for 39 years and have always taken pride in resolving any problems that *** come up. I have not had any complaints with the BBB, and am frustrated with this one. ****************** has yet to provide any evidence or indication of a failure to meet the building and industry standards for his concrete drive. I would be happy to provide a solution if I could understand the intent of this complaint. I take great pride in our work and providing an exceptional customer experience, I have done everything I can. It has become apparent that no one person from our company can reason with *****. That being said, we are requesting that any dialog from ***** be in writing and mailed to Star Homes office Attention ********************* at *********************************************************************************. 46835. 

  Customer response

  09/08/2022

   I am rejecting this response because:
  **** had the call with me well before he went out sick for 2 weeks and proceeded to not send the written response he referred to that would come.  He continues to refuse to come look at the concrete himself.  Proof of the cosmetic issues with the concrete have been sent to him and BBB.  I never laid on the ground to try and find the issues.  They are there and you can see them at any time, but like i have told **** and star homes they are more noticeable when the sun hits them at certain times throughout the day.  Both the concrete people i have spoken with have both said it is not a concrete supply issue, but agreed that it was a brushing and finishing/detail issue.  I don't know how you can sit behind your phone with proof of pictures of the cosmetic issues and continue to act like I'm just making something up.  I never said the concrete is not functional.  Yes, we can drive on it but paying for the home and everything it included doesn't mean i should have to put up with cosmetic issues that multiple people have commented on when pulling in the driveway.  i expect it to be replaced or discounted.  I dont see how that is unreasonable especially considering you have yet to come look at it yourself and use the excuse of being sick and not responding when its been almost 30 days since the last text/phone call.  You were just ignoring the messages.  I have asked about the drainage for even longer than the concrete.  Even prior to landscaping and sprinklers were even put in.  It was an issue then and still is now.  The minimal mulch bed that is there is not heading any water flow and has actually been washed out due to the poor drainage.  You said you would deal with it and still have yet to do so or actually respond to me.  You would think if you actually plan to do so it wouldn't take me asking for 3 months to get something done and yet you still only respond to BBB and not me to plan a date to get the drainage actually fixed.  I just dont want large amounts of water pooling in front of my house after any rain.  For any new build and grading you would think that would not be an issue every time it rains.  And you 100% did say word for word to me while standing out in front of that area "it does look like that area on the corner is higher".  That area on the corner and the improper flow of water in a timely manner is preventing it from draining properly.  It has nothing to do with additional landscaping.  I have had two professional landscapers look at the area and say it either needs a drain or needs some severe regrading. Several videos during rains and after rains have been sent to **** and again nothing has been done. 

  The garage drain has also been asked about over 5 times and never been addressed.  I dont know why that is so hard to fix and why the drain on the side of the house would just be buried and not properly addressed and continue to ignore the question.  This should be a simple fix and i continue to get no response from **** or star homes.

   

  Regardless of how long you have been in business it doesn't give anyone the right to just ignore the customer and stop responding since you have collected your final check.  Proof of all issues above have been documented and sent to the builder on numerous occasions and **** continues to think the only reason is to try and get a discount.  I just want what we paid for.  Either fix the issues or provide a discount so i can have them addressed myself.  And how is it possible to sit there and argue a point when i have sent you pictures of the driveway and still to this day you have  yet to look at it yourself.  

  **** always said from the beginning that they would do whatever it takes to make the customer happy and ensure everything was done to our satisfaction.  None of the issues above are to our satisfaction.  One is cosmetic and the others could actually cause further issues.  They need addressed and if nothing is done i will be forced to seek legal counsel.  This is my final attempt to try and come to some form of agreement.  I'm tired of the run around and ignoring phone calls and text messages and then trying to act like you were sick when the communication has gone on long before the two ******************* mentions and i have proof in text messages and phone calls that show that time line.  I would hope that BBB would encourage **** and Star homes to come to an agreement for the cosmetic issues with the driveway, fix the drain coming out of the garage, and fix the grading (with my approval on the resolution) to avoid the constant pooling of water.  I am more than happy to turn off the sprinklers, but again this has been an issue long before sprinklers and landscaping was installed. 

  
  

  

  Business response

  09/15/2022

  ******************** continues to focus on my lack of response to him and states that I used an excuse of being sick. However, not once did he call the office or try the proper channels to contact our company. One would think that if a text message didnt get a response, maybe a call to the office may.

  I have been on site numerus  times and the concrete meets the standards. ******************** is referring to flaws that can only be seen under certain conditions. Although ******************** continues to make statements about how much money he spent with Star, it is not relevant to the concrete. The "flaws he is referring too can be seen during certain lighting in multimillion dollar projects as well.  As I said before, we do not feel the drive is substandard and therefore will not give ***** the $3,000 credit he is requesting.
  
  Regarding the pooling water. As I said previously, We are willing to help him correct this dammed area but would require that he turn off the irrigation zone that feeds this area which is creating part of the extra water pool. This will need to be off so that the area will dry up and allow us to work on it along with the lot next door that is currently under construction.
  
  Regarding the garage floor drain. As I said previously, We will look at the drain on the garage and make any adjustments if it is not installed as intended. 
  
  I did say that Star Homes will work hard to take care of every client and I continue to  say this. But as I previously said, I have done everything I can. It has become apparent that no one person from our company can reason with ********************. That being said, we are requesting that any dialog from ******************** be in writing and mailed to Star Homes office Attention ********************* at ***********************************************************************************, email any service work requests to ************************************** or in the case of an emergency he may call the office ************.  We will be happy to schedule any agreed upon work. I will no longer communicate with ******************** via text messages.
  
  
  

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