Need help:how to file a complaint againt home builder Irvine Pacific?

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jeewohu

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We bought our home in Maricopa, moved in in Dec 2012, we have several major issues with the home and it has never been fixed, despite we contacted the customer service people many times, they and their subcontractors just keep giving excuses to delay the process. 
Finally we realized that calling and waiting is not going to work, we need to file a formal complaint to the builder regarding the home quality and the customer service issues.

Anyone knows how to start the process, who should we address the complaint to? Your advice would be greatly appreciated!

Thank you!!
 
jeewohu said:
We bought our home in Maricopa, moved in in Dec 2012, we have several major issues with the home and it has never been fixed, despite we contacted the customer service people many times, they and their subcontractors just keep giving excuses to delay the process. 
Finally we realized that calling and waiting is not going to work, we need to file a formal complaint to the builder regarding the home quality and the customer service issues.

Anyone knows how to start the process, who should we address the complaint to? Your advice would be greatly appreciated!

Thank you!!
Click to expand...

So what are the "issues" that hasn't been fixed?
 
The issues that have not been fixed are:
1) downstairs toilet smells (this is our biggest issue), we can smell it from the corridor that linked to the living room! The subcontractor came to look at it a twice times, but always told us its fine, just put bleach in it and use hot water to flush, then the smell will go away, but it never does. So after 9 months, we still live with the smell, we don't know why it smells, and how to fix it. Could it be the underneath pipe leaking??
2) we paid $2000+ to upgrade the cabinet, it only causes problems: poor drawer alignment, the front panel fails off, some of the panel paint comes off already, and the trash drawer slider does not work (can only be pulled off half way). made several notice to the customer service, they let you wait for a few months, then just showed up without notice, and then tell me they don't have the right tool to fix it. So there goes again another long wait.
3) the $5000 upgraded sliding door in the living room that connects to the yard: the door get stuck/can't move when its hot outside, i guess the material expanded in hot weather, so we call the subcontractor, but then when they got here, the weather cools down, so the door works fine again.
 
It's a bit concerning that $1mil+ homes are getting non-responses on service calls.

But I guess that happens now matter how much you spend... I would just hope that Irvine Pacific, being The Irvine Company would do better.
 
Regarding the sliding door.

sliding_intro.gif


On the bottom there are these tabs for door elevation.  If your door is sliding poorly, you can adjust the tabs near the rollers with a screwdriver.  You may have to pull off the plastic to reveal the screw.  There should be a tab on both ends of the door.  A lot of people have shitty sliding doors that are hard to glide.  This simple solution will make it slide like new.

You have to adjust both ends of the door to get a nice elevation on the rollers.
 
Re: No Quarter: "Item 1 sounds like the toilet is not seated correctly on the wax ring underneath.  That might allow the unpleasant sewer odors to come back in.  "
Thanks for the advice! I will definitely ask them to check this out. So do they need to take the toilet base off in order to re-align it?
 
Poor Quality control by the builder -> New home defects (a lot of defects)
-> Customers complaints and make appointments to get things fixed -> Builder's customer service gets many requests and overwhelmed
-> delay or no response from customer service -> frustration!!! -> Builder moves on to the next project -> the circle goes on!
 
Regarding problem #1 with the toilet.  I would say that it is the Wax Ring.  I have had similar problems in the past, and when the wax ring was changed, the smell went away. 

In order to fix the wax ring, they would need separate the toilet from the floor.  The job is quite simple, but you should not need to do it yourself if it's covered.  The ring itself is no more than $5, but labor could get expensive if you have to outsource it.
 
I live in a Van Daele home and have been very happy with their customer service. They respond immediately to requests to their website and send their own professional to come out and look at the issues. The build quality leaves a little to be desired - but honestly I didn't pay much attention to the little defects until I read some of the threads here on TI. I have friends that bought a KB home and have had such a disaster that they had to move out of their home while KB re-did a lot of it. I don't think KB reimbursed them for the hotel bills.
 
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