ComplaintsforSilver Ridge Development, Inc.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Since 10/2022 until the closing of our house 03/2023 we have had a terrible experience with Silver Ridge. Attached is only some of the documentation that I have documenting the misleading and fraudulent experience we have had purchasing, building, and living in a Silver Ridge constructed home. ****** advertises our purchased home for 313,950.00. 254,950.00 for a base priced selected home of the ****** blueprint plus a lot price of 59,000. We put down 15% of 15,697.50 deposit to start construction within 1 year (we closed 17 months after this deposit). They also could provide us a house within this price range. This was even with the cheapest low-cost option of flooring (they subcontract it out) and any cabinet, lighting, or appliances. This was suppose to be a house that was ready for move-in. We couldn't close on this house without exceed each budget they had for our house to be constructed. From 10/2022 at 313,950 to 03/2023 our house was sold to us at 341,955. Even with frugal spending on the construction of our housing from materials, labor (unlicensed, uncertified, and drunk) and utilities (they made us turn on the gas on property not under our name to install flooring, we paid 2-3 months of the gas while not living or having a certificate of occupancy; threatening us with $100.00/day charge if they were held up by us). This was false marketing and I repetitively asked what were options to keep the house at base price of purchase to which they had no options and answered "everyone upgrades anyways". I found this to be case when I specifically asked for the flooring budget to be a selection within their budget and they could not do it and sought the quote from ***** ******* in Farmington to do the flooring in our home, however, still charged us the remaining balance that wasn't covered by our flooring budget. Continued with roof leak 01/10/24 with our warranty about to expired and the weather not ideal to fix it with their slow response to do it correctly.

  Business response

  01/26/2024

  We understand the complainants frustration. With the buying and building process for their beautiful new home and apologize for any confusion and delays. However, the complainant has a very nice new home that was a great investment. 

  Any new home can be built with a wide variant of features and options depending on what the customer wants. The standard price is for the base house. the customers can add features such as back patios, fireplaces. upgraded cabinets etc. Customers can pick $3.00 a square foot flooring or $15.00 a square foot flooring. They can pick lower cost laminate counter tops or expensive granite counter tops. Its all their choice and the price changes depending on what extras and options a customer picks.

  We apologize to the complainants that they didn't understand this process about buying a new custom home, but we did provide them with a list of common options people buy and we gave them allowances they could apply to their flooring, cabinets, appliances and lighting. All of this was provided to the customer upfront so they can decide what options to add and to budget the cost of their new home. 

  We also understand the complainants frustration with the delays with construction, but there were many issues that contributed to the delays. Housing boomed coming out of the covid pandemic. So we had a large backlog of new houses to build and all customers were informed of this. In addition, the labor market shrunk a great deal post covid so workers were difficult to find. Material and supplies were limited, delayed and hard to come by. It was a very difficult time for the construction industry and all businesses in general.

  All these post covid related issues has also affected our ability to take care of warranty and walk through items in a timely fashion and we apologize for that. However, we can assure the complainants that we will address the warranty items related to our workmanship when we are able even if that is after the expiration of their warranty.

  Customer response

  01/29/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  Silver Ridge did not communicate anything with us during our 3 year contract and warranty timeline. Multiple times when we inquired about the process of our home, costs, and materials we were brushed off, cursed at, threatened that we would be charged daily rate of $100/day for holding up construction when construction on our home didn't start until  3-5 months after our signed contract to which there was no first initiative of communication on "due to COVID or supple chains caused the delay" by Silver Ridge to discuss. Prices were discussed as "well, that's how it is because we don't do our flooring and everyone upgrades anyway so we don't have a baseline or starting point for flooring or cabinets." This is misleading as I have consistently asked for 4 months when to choose flooring what was the flooring budget, how to choose, where and what were the options within the given budget by Silver Ridge. They're only response was "everyone upgrades and we don't have options because we don't do flooring we subcontract that and you may choose whoever and you have to pay the difference of what your budget doesn't cover," this is misleading that a house can be sold at their base price and these are deceptive marketing practices. Nothing was ever communicated on the process until they had our 15% down check cashed and our contract was signed that never stated an exit clause on the homeowner's part.
  
  Currently, in our warranty process there is no communication on when they will be scheduling our repairs, what is happening with our repairs and subcontracting for everything built in our home. Our roof currently have leaks due to their negligence on getting it inspected and finished. I have spoken with the subcontracted work roofing company and Farmington City Inspector that both took a look at my home and stated it was not sealed property and there is direct indications where the leaks are coming from (attached photos). When trying to discuss this with Silver Ridge, my daughter who is the co-owner of the home was cursed at by their representative ******* ****** while the owner ***** ****** was sitting down the hallway hiding away from the conversation and threaten to call the police on her for trespassing. This treatment by Silver Ridge to ignore, unprofessional, threaten, and be deceptive has been untrusting relationship since 2022.
  
  They claim and describe it as a nice house and they never receive any complaints however, why are there so many things wrong with my house? I paid 40K more into this house for it to within stand more than 30 years wear and tear yet it barely has reached 10 months with multiple problems of flooring, door alignments, leaks, ill placements items, patchy paint work and drainage in my lot. There is a ton of water damage within a 9 months of occupying this "nice house". From it standing at the foundation and not having proper drainage out to the street or off the lot. Multiple inspectors, construction experts and license holders all have pointed out the many mistakes of the construction of my house and the corners or lack of integrity they display in their workmanship of my "nice house". I'll be contacting a certified and license engineering consultant to further inspect my home on the poor construction and potential hazards. For example my house holds since items like my roof canal drainage is above my electrical box outside my home. 
  
  I am at the point that in which the only way I can achieve communication and correction of these issues and fixes on my house are enacted upon is by filing a complain with the BBB due to Silver Ridge trying to wait out my warranty and have me financially responsible for remodeling and correcting their mistakes on a house that should last longer than 12 months.
  They still have not provided a document stating during my construction period my roof was inspected and pasted inspection nor any inspection paperwork on my home that I have requested over 2 week ago.
  I have not hear anything from Silver Ridge since 01/12/2024 about what is going to happen with my warranties fixes or my roof. This is exemplify of their communication that until someone they deem of value  (not the owners of home) they will reply in a timely manner. Otherwise they will curse, threaten you, and ignore any attempt at resolve for the fixes on their homes or interactions.
   
  ****** ********* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/05/2024

  The customer was informed in the beginning that we had a large backlog of homes to build, and their home would not be started for a few months. They were also informed about the supply chain issues we and all businesses were having at the time with getting materials and products. In addition, we tried to explain to them the problems we and all businesses were having in the hiring of people at the time. All these factors created delays in the construction of their home, and we have apologized repeatedly for these delays and will apologize again. But these problems were out of our control, and we did the best we could in the face of all these difficulties. The covid era and post covid era were a very difficult time for us, our country and the world. It is difficult to grasp why customers can somehow think we should be immune to all those covid issues and be able to perform as if they didn't exist.

  At the point of sale our customers are given base price of the home, base price of the lot and allowances they will receive as part of that price that they can apply towards their flooring, cabinets, lighting and appliances. The customer can then choose the flooring contractor they want to use and the products they want to put in their new home. The allowance we offer in then applied to the cost of the flooring. That is our contribution to their flooring expense. We have built around 500 homes in Farmington and most of the customers understand this process clearly and proceed with choosing their flooring without issue.

  We have repeatedly informed the customer that due to our backlog of work and the continuing workforce problem, we are having to delay some of their warranty work. And we have repeatedly assured them that we will take care of those issues when we have time, even if that is after their one-year warranty expires. However, we do not seem to be able to get that point across. Of course, any urgent repairs like the small leak they had in their roof during the January deep snow and freeze we addresses immediately. We had people shovel the roof and patch it in the leak area the next day. And once it warmed up and thawed we repaired it permanently.

  The customer does have a very nice, beautiful home that was a great investment and will last a very, very long time. However there are walk-thru items that sill need to be taken care of and we will fix those soon if the customer allows us to. There are also somethings that become the homeowner's responsibility. For instance, when a home gets a final inspection the drainage is all designed away from the foundation. But rain, wind, erosion etc. change drainage patterns and it is the homeowner's responsibility to address this issue and maintain proper drainage. Most homeowners landscape to help reduce erosion and keep the drainage positive. Many homeowners also put on gutters and downspouts to properly control drainage. The homeowner also needs to be sure that outside contractors who do their landscaping or build walls maintain the proper drainage. Too many times landscaping and walls create problems if not done correctly, but that is the homeowners responsibility, not ours. We took care of some of the more important warranty items and have contacted the customer recently to follow up with finishing up what is our responsibility.

  The remaining work is scheduled, per the customers request, for Februaury12-15, 2024. They are also requesting a list of what will be done and request that none of our employees do the work. Of course, all these demands make it more difficult to take care of the problem. Our employees will do the work if the customer wants it done. We intend to repair the leak area and inspect other items they have. We fell we have addressed the other items when we worked on their home before Christmas 2023.

  Customer response

  02/06/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  "The customer was informed in the beginning that we had a large backlog of homes to build, and their home would not be started for a few months." No, we had to ask after repeated weeks of waiting for when construction was going to start.
  "They were also informed about the supply chain issues we and all businesses were having at the time with getting materials and products." No, again the problem is the lack of initial communication coming from Silver Ridge. I have had to direct it and initiate it, and after weeks of silents and disregard we have to keep the problem Silver Ridge had done with their threat of a $100/day construction hold up or lose the money on our 15% down payment. This act of coercion on their part is what kept us in their contract and service for 2-years of construction. We asked multiple times for the structure of our roof and house to be well made for no leak and the holes in plywood to be replaced. It was met with dismissive responses, cursing of (ie. "fuck off", "I don't give a ****", "you're just a complainer") by their sale representative ******* ****** and owner ***** ****** only responding with "you'll have to talk with *******" on any matter to my home. We don't have confidence this house was well made due to the lack of communication and problem-solving behavior by ***** ****** and his company. 

  
  "The covid era and post covid era were a very difficult time for us, our country and the world. It is difficult to grasp why customers can somehow think we should be immune to all those covid issues and be able to perform as if they didn't exist." Until, we sent a letter of intent by certified mail on leaving our contract or repairs needed to happen 10 months into the building process this statement by Silver Ridge was never communicated. It was only address when we were shocked by quality of wood they used in our framing process of brittle, warped, and insect damaged 2 by 4's. Then they stated it was due to COVID chain supplies and if we wanted better wood to pay for it as an extra. This house is built with wholesale barely average quality materials. 
  
  
  “The allowance we offer in then applied to the cost of the flooring. That is our contribution to their flooring expense. We have built around 500 homes in Farmington and most of the customers understand this process clearly and proceed with choosing their flooring without issue.” During COVID, the rising pricing of materials didn't affect the flooring budget which was $7,000.00. For which their preferred subcontracted company ****** ***, state they couldn't do flooring our house size for $7,000 over the course of 3 separate quotes over 3 months. It was always going to exceed in labor and materials costs. I then had to speak with other flooring installers around Farmington, NM such as ****** ****** and ***** to work with the allotment of money to do flooring in my house square footage. Finally when I asked Silver Ridge they needed to find the flooring for their allotment since I could not, they presented me with a quote from ***** ******* of $10,828.72 with 85% of my home covered in their basic lowest priced carpet and tiles for my shower walls. Still exceeding the allotment they provided to cover the cost of flooring. They advertise and get signed contracts for stating they could build a house at this price point and square footage with this allotment of budgets to customized features. This is a lie, unless you as the owner as able to install your materials yourself or make them yourself. I have spoken with 7 of my neighbors who were struggling to find flooring within the allotment from Silver Ridge and ultimately had to go over budget since their communication with Silver Ridge was left with dismissive response of "everyone goes over anyways".
  
  “And we have repeatedly assured them that we will take care of those issues when we have time, even if that is after their one-year warranty expires.” No, you have not. There is no email communicated this, nor phone call before I needed to submit a complaint to the BBB for this statement by Silver Ridge in previous email exchanges in this complaint. 
  
  
  “Of course, any urgent repairs like the small leak they had in their roof during the January deep snow and freeze we addresses immediately.” This is untrue. My daughter was met at their office trying to limit the damage of water due to the snow storm that evening and following day. She was instead yelled at and cursed at by their sales representative with statements by ******* ****** of “I don’t give a ****”, "Your not the ******* boss of me", and “what do you want me to do about it” while ***** ****** stayed in his office down the hallway. 
  
  
  “However there are walk-thru items that sill need to be taken care of and we will fix those soon if the customer allows us to. ….The remaining work is scheduled, per the customers request, for Februaury 12-15, 2024. ” Still no confirmation or schedule time of communication to myself or my daughter. My daughter has received an email requesting time on 01/31 and she replied promptly same day and has not received any word of this in a week (02/06). Again, any communication we are getting from Silver Ridge is reactive because of this complaint we had to file with BBB and not Silver Ridge actively trying to work with us to let us know what progress is being made to rectify these repairs.
  
  
  “For instance, when a home gets a final inspection the drainage is all designed away from the foundation.” I have asked for this paperwork 3 weeks ago, and sent an email followup on this matter of inspection paperwork of the house. I have not received any communication on it nor sent any documentation.
  
  
  “They are also requesting a list of what will be done and request that none of our employees do the work. Of course, all these demands make it more difficult to take care of the problem. Our employees will do the work if the customer wants it done. We intend to repair the leak area and inspect other items they have.” This is due to their employees not knowing how to repair what they were sent for. In Jan 2024, when the leaks started in my house, the 2 employees sent to my home stated “they weren’t roofing crew and only could take photos of the damage and provide it to the office” (my daughter provided those photos herself via email to Silver Ridge). They employ individuals who are drunk on the job (multiple empty bottles of liquor found through the construction area that wasn’t there before they started construction, have no clue what they are there to fix, and are uncertified in their repairs since it needs to fixed again days laters.
  
  
  ****** ********* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on my house in July 2023. September 19, the roof was leaking after a rain. This also caused damage on the side of my house causing heaving and stucco separation from the wall. No one was dispatched to make repairs. December 14 2023 another storm arrived and I had water leaking thru my light fixtures and running down the external wall. A handy man with no roofing experience arrived in the afternoon to repair the leak. I have followed up several times to inquire about the repair or replacement to my roof and external wall. One reply from the owner was I’m too busy with another development. The superintendent stated that he already forgot. The office lady only says I’ll let them know. They have been doing this as well to the other residents on my block and either ignoring everyone or trying to let the one year warranty expire. All our roofs are leaking! In a brand new development!

  Business response

  01/19/2024

  Although we do not agree with all the comments in the complainants diagnosis of the problems, we do understand his frustration. We apologize for the problem he has had and for our delay in fixing them. However, we will fix the problems that exist when we have the personnel and time to address them. As most companies, we have had a very difficult time finding and retaining quality personnel. This situation, when added to our busy work load has made it difficult for us to take care of repairs and warranty items in a timely manner. Again, we apologize for the delay, but  we can assure you that we will address these problems as soon as we can and as the weather permits.

  Customer response

  01/26/2024

  Complaint: ********
  
  I am rejecting this response because: Silver ridge Development has been aware of the repairs needed for months and have chosen to ignore the issues.  They have poor business practice.  Little to no communication.  I have had face to face communication with them only once they started getting complaints from outer agencies.  There are highly qualified professionals in the city that they can call upon but choose not to.  They leave the homeowners to fend for themselves with repairs due to the poor workmanship and lack of supervision.
  I highly recommend never buying a home or office from Silver Ridge Development.
  
  
  Regards,
  **** ******* 

   

  
  

  Business response

  02/01/2024

  We will again apologize to the complainant for the delaying taking care of the walk- thru items on his new home and understand his frustration. However, the labor market has been extremely difficult over the last couple of years. It has been very hard for us and all companies to find people who want to work and especially skilled people. And it requires skilled people to take care of most of the walk-thru items. We can't just send anyone over to do the work. It has to be someone with the necessary skills, and they have been very difficult to come by.

  We have previously informed the complainant that we would take care of his issues when we had the time and personnel and asked that he try to be understanding and patient. We assured him, and will again, that the issues will be taken care of as soon as we can. We simply have been extremely busy and have to prioritize items with our limited workforce. 

  We met with Mr. ******* a couple of weeks ago to go over his issues and have addressed most of them. We responded immediately to a leak he had on his back porch and will repair it as soon as he allows us. We cut open the stucco because he thought it there was moisture in it, but it was completely dry. We straightened the stucco out as he requested and will color coat it when Mr. ******* is available.  

  Again we apologize that we were not able to take care of all warranty items in as timely of matter that Mr. ******* or we would have liked, We are taking care of as many issues as we can and will continue to do so.

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