So Many Construction Problems with Grand Homes - Frisco Hills

Update added by user May 09

Beware of Grand Homes, if you are in the market to buy a new home. Their model looks amazing like any other model houses and but their quality of construction is poor and customer service is even worse!

Original review posted by user May 09

I am having many problems with Grand Homes in Frisco Hills community since they started framing my house -

I signed a contract with Ms. Sheryl (Sales Manager at Frisco Hills) on 21st Aug 2015 to build their most popular Grand Alexandria floor plan with Elevation A on the vacant lot at 14100, Sparrow Hill Dr, Little Elm, TX and paid a signing advance of $10,000. I completed my design options in time and had my red line team meeting with Mr. Mike Pearce (builder) on 10/30/2015. In the builder meeting, all they explained was my custom options like where I would get wood floor, what tiles will go where and things like that.

My initial closing date was set tentatively as 04/15/2016. The construction or the foundation was poured around Mid of December and was progressing well until 01/19/2016 when I noticed the first set of problems. However, the framing, the Mechanical, Electricals and the roofing and shingles were already done by then!

I noticed that the Game room elevation (pics attached) somehow was looking weird and different from any other Grand Alexandria. I sent an email to my builder and he responded back saying everything is built as per the plans. However, I went to his office and we compared my house plan to all the other Grand Alexandria floor plans already built or being built in the neighborhood. Suprise! Only my house floor plan was changed without even communicating it to me and the ceiling height for my house was reduced by 2 feet. Instead of a 12 feet ceiling, my ceiling was built at 10 feet and the ceiling which extends or continues to the living room was at 18 feet instead of 20 feet.

My Builder escalated this issue to his Production Manager Mr. Patric Powell and the divisional VP Mr. Farrell Millender. I had a meeting with them about 15 days later after I noticed the problem and Mr. Millender asked me what else can they do instead of fixing the problem as a compromise. I told him very clearly that I do not want to compromise as this will be my home for a long time. He finally agreed that everything will be fixed soon.

It did not end there! They finally increased the Game room ceiling height but did not increase the living room ceiling and there was a 2 feet drop from the game room to living room and looked more ugly now! I raised this to Grand Homes team and Mr. Farrell (VP) responded to my email and told nothing else will be done as against his promise of fixing everything!

I then sent an email to Mr. Sheryl asking for a refund if the issues cannot be fixed and she said she can do that or build the same floor plan in another lot. However, the other lot was in a weird shape and would have been a much smaller lot for which I did not agree. So, she said she can raise a refund request and it would take about 5 weeks for me to get my money back.

In the mean time, My builder Mike mentioned, there is no way to fix it as the roof height and plate heights are also 2 feet shorter compared to other houses and if they have to fix it, they have to rip off the entire roof and fix it! But the VP kept denying it and told that is not the case and abruptly my builder Mr. Mike Pearce was to changed to Mr. Roy Mills. This was possibly because Mr. Pearce was honest and told the truth!

I asked for a meeting one last time with Grand Homes team and in the meeting as I had invested so much money, time and effort since July 2015 till Feb 2016. I said if the ceiling cannot be fixed, I asked for a reasonable discount if I have to compromise or refund of all the money that I have paid till now (about $19,000) towards the signing advance and 50% of all the customization (PSA) that I had chosen. Mr. Farrell was very rude and said no refund will be done!!! This was very shocking to me as all the way Sheryl had mentioned I would get the money back!

I pleaded with them and showed another Grand Alexandria house which had just started framing and asked why only my house was messed up and after much deliberation they agreed to fix it again!

If you thought my problems ended there, this was just the beginning!

Since, they had to increase the ceiling of the game room and the living room, they moved all the heater and HVAC equipments towards the attic access and my attic access was reduced by 2 feet now! Also, I believe since the roof and plate heights were reduced my whole ceiling was in weird shape. I escalated this again to my builder and Sales Manager Mr. Sheryl and she setup a meeting my Production Manager Mr. Patric Powell.

I told all the issues I have been having with the construction and Mr. Powell accepted in the meeting that, communication is something they have not right and also accepted that the ceiling definitely looks ugly and he would not accept it for his own house. He assured me he will check the issues and get back to my EOD and latest by next day morning and told me the best way is to reach him is through email.

Surprise! A guy who accepted that communication was bad never got back to me even after a week and never responded to my multiple emails, calls or texts! A week later Sheryl escalated this in their weekly meetings and Mr. Farrell again accepted to meet me.

In the meeting, again Mr. Farrell became went on the offensive and said nothing will be done and they have done enough where in I was the one who had suffered all along! He said, I can take the money back and go elsewhere after 10 months of wasting my time and effort and money! I had signed a contract in Aug 2015, as it is a perfect time for me to move into the house before the next academic year starts even if they take more than 10 months to build the house, I would move into the house before the school year start in Sept 2016. Also, we are expecting our second baby and we would have moved to the house before the arrival of the baby. The last thing we need during the pregnancy is stress because of all of this!

I have now sent an email to Mr. Stephen Brooks, the owner & founder of the company hoping he will help me.

Grand Homes is not grand after all and they are not definitelty America's most trusted builder as they claim!

I am not the only one who is having problems as many others also have problems may be not the extent that I am having!

I will update this post if at all my

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Advertised vs Delivered
Diversity of Products or Services
Price Affordability
Exchange, Refund and Cancellation Policy
Turnaround Time
Product or Service Quality
Value for money
Customer service

  • What I liked
      No items
  • What I disliked
    • Poor customer service
    • Poor workmanship of build
    • Unreliable management
    • Broken promises
    • Reliability of sales staff

Reason of review:
Poor customer service
Preferred solution:
Deliver product or service ordered
Monetary loss:
Product or service
Grand Alexandria
Review category
Home Construction and Repair
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Jul 16 #1185739 Frisco, Texas

Windy in kitty hawk is a bad sakes person.

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