Intown Homes

Their warranty department deserves zero stars!!!!!!! Sandra has always been very nice, but after several calls with her about issues with our brand new second floor A/C unit, I asked to speak to her supervisor (Terry). Sandra was not allowed to give his number out to a client that purchased a home three months ago. Really???? Seriously?? Her supervisor will not allow her to give his number out to a client that is having constant issues in their new home? You can imagine buying your dream home thinking that you bought with a highly responsive and high end builder. You can also imagine how disappointed you would be to have serious issues with your second story brand new HVAC (A/C) unit. We moved in June and have had constant issues with it. We were told to live with it for a month, then it was blamed on us that we do too much laundry (family of 3 in a 3800 sq ft home), and then that we are trying to keep the A/C too cold. It can’t get below 75 at night! The final straw was the comment - we have done all we can do! Really???? I don’t think so!!! You have not even taken the time to helpj us! They keep sending the same A/C person out to look at the unit. Same answer, it is perfect, it is not undersized. Then I do a quick check on the manual J report and discover that they incorrectly put the second floor unit (3 ton) on the first floor A/C system. The second floor has a 2 ton system and was supposed to be a 3 ton. They blame us, send out an “expert” multiple time/ and then I point out the flaw. Not even an I’m sorry, we should have caught that. They wanted to know more how I got a hold of the actual manual J HVAC report for our house. If you buy a home with In Town expect nothing from the warranty group. Especially if you do “a lot of laundry” or want your house below 75 degrees at night. They will blame you like they have is for their own incompetence.

Don’t buy one of these. Beautiful, yes. But god forbid you have any issue come up that is under warranty. They don’t call you back, and the sales reps will tell you to not waste your time, as they will not fix it. What a nightmare experience this has been for us. They refused to reimburse us for any issue we fixed on our own since the tickets we submitted weren’t responded to. Even refused to reimburse us for a water leak that they did not come to fix that cost us $495.00. I should have payed more attention to the negative reputation they have in the community. We are currently on the market trying to sell to get out of here. The two who were in charge of warranty claims and did nothing.. Kyle Peterson and Claudia Pineda. Any person who works for Intown sounds like a broken record “they won’t do anything, trust me”. It should be their new motto. Bravo guys.

While initial contracting phase was great, I heard a lot of promises. My first disappointment occurred when InTown broke ground on my home and didn't notify me, ensuring I missed my first opportunity for an inspection of the foundation. Thankfully I did get my pre-drywall inspection done, which revealed structural issues that needed repair. If I had waited until close to do a final inspection, the structural issues would have been missed. Every time I showed up at the site I was in for new surprises. My biggest issue with this company is that I was not kept informed of progress or when my custom requests were not able to be accommodated. I would show up and then find out that they couldn't accommodate that request AFTER the drywall was done and they would then refuse to make any changes. I was amused to find the construction manager trying to install crown molding on the VAULTED ceilings in my master bedroom, he didn’t know that couldn’t be done. Crown molding is designed to be installed on ceilings with right angles. He had to call his dad about that one. The crown molding might have worked if the room was completely plumb and square, but all the crown molding did was expose where the drywall was installed improperly and the ceiling drywall did not line up properly with the drywall on the walls. I found it extremely unprofessional when they did not repair the list of items provided by my inspector at the time of close, specifically the shingles that were damaged due to the toe-boards installed for finishing purposes on the roof. InTown claimed that if the roof passed the city inspection, I shouldn’t worry about it. I'm concerned that these damaged shingles now void the manufacturers warranty on the shingles. The sales rep for InTown homes at Upland Lakes has lost all credibility with me. Two weeks after close, decorative shutters arrived to be installed on the exterior of my home. This was a big surprise to me, the builder never told me the house wasn’t finished at the time of close. I'm now dealing with their warranty department, which is no better. I've been complaining about the water pressure in my master shower, which delivers less water than the secondary showers. I paid a $1,200 fee to upgrade that shower, and it does not work as well as the secondary showers. The builder tells me that's "just the way it is." I may now have to pay another plumber $1,500 to upgrade the pipes, this builder refuses to take my complaint seriously. Also the shelves in my pantry are sagging already and appear ready to fall off the walls. The material used for these storage shelves was mdf, not proper plywood for shelving. InTown refuses to install "real" shelves and will only use mdf. I’ve had to contract with a carpenter to have that corrected. This is another $300 out of pocket for me. InTown has advertised a gated community with a manned guard station as well as a community pool, neither of which are in place at this time. I contracted for this house a year ago, and that has not changed. Lastly, do not expect a custom home-building experience. This builder builds track homes, and the workers do not pay attention to their work, they only do what they are told. There is no craftsmanship involved.

Greg Burton (713-503-4582) was our new home consultant and he is awesome - from initial showing, construction phase, walk through phase to the closing and even after closing he continues to be very responsive and eager to correct any concerns or issues.