Complaint Review: Robert Schutz Crown Construction

We purchased this home in October 2003. Before and after closing, we were in contact via telephone with Jeanette Moss, the realtor who sold us the house about problems we were having with the home. We were never given a direct line to the builder/contractor, Robert Schutz, so we used the realtor who we also later found out is the builder's girlfriend. After numerous unanswered telephone calls and repeat no-shows from people lined up to come do the repairs, I started an attempt to communicate with Mr. Schutz via certified letter.

The first letter was mailed on June 30, 2004 via certified mail to three separate locations as well as a courtesy copy sent to Jeanette Moss. In this letter, I addressed the problems we were having with the home and my request to have them repaired under the 1-year builder's warranty. These letters were all signed for but no response was given.

The second letter was sent out via certified mail on July 28, 2004. This letter was also sent to three separate locations as well as a courtesy copy to Jeanette Moss. Again, I received all receipts of acceptance to these letters but there was no response. In August, I filed a formal complaint with the Tennessee Board of Licensing Contractors.(Complaint # 220420544)

I also contacted Todd Harvey, owner of the real estate company Jeanette Moss works for addressing my concerns with him to see if there was any way he could find a solution to our mess. On September 22, 2004, I received a telephone call from Sean Smith of Smith Maintenance. He was hired by Jannette Moss to come and do the repairs to our home listed on our complaint regarding the builder's failure to respond and fix concerns under the 1-year builder's warranty. Sean stated that he was hired to please us and get things fixed and resolved. We walked the house and addressed our concerns. Sean agreed with the things we brought up and wanted repaired. He said they were all valid complaints and questioned how a few things even passed codes.

Sean made an appointment to begin work the following day. He stated that he would not play games and lead us on. He was here to work and the more he did for us, the more he got paid so he was anxious to get started the following morning. Sean never showed up. On September 28, 2004, I received a letter dated September 1, 2004 from Mr. Schutz. He responded to our demands but was way out of line. I was very upset with this letter and called Jeanette Moss immediately. I spoke with Jannette Moss in reference to Robert's letter dated 9/1/04. She was under the impression that people have been out to our house and was shocked to find out they haven't. She stated they were being lied to by workers who said they had been out when they hadn't.

I demanded that we speak with Robert in person regarding our repairs before anyone comes to the house to do work. She agreed and said she would get in touch with Robert and then call me. We met with Robert, Sean Smith (he came back!), and Robert's cabinet man on October 5, 2004. We walked the house and property. Robert listened and promised he would have my problems resolved. Sean was to begin work the next day, and the cabinet man was to call me to set up a time to come repair the cabinets and counter tops. October 6 came and Sean showed up. He was very enthusiastic and addressed a lot of our problems. By October 13, he had the deck, fence, and most of the master bath done. This would be the last time we set eyes on Sean Smith though. Sean started not showing up to finish repairs and what he did repair was falling apart. Once again, we chased Robert Schutz down whenever we saw him to complain. He acted shocked that Sean hadn't shown up anymore. He also acted angry because the cabinet guy never called. We were into November 2004 now and most of our repairs were still needed.

In February/March 2005, a new handyman was hired by Robert. He came out to the house to try and fix the shower door for the third time. He also addressed the molding that Sean had previously tried to repair but did not succeed at. This man measured all our windows and said he was ordering screens that fit for all our windows. This man came out 2 3 times and we have yet to see him again. Robert stopped by one day and told me he also had a cabinet guy lined up to come do my kitchen. Stillno show.

In June 2005, the manufacturer of the new shower door set a man out to fix the shower door that had been leaking for close to 2 years. The handy-man came out and did a patch job on one of the complaint areas that looks like crap and is falling apart. The work in total though has still never been completed. Here it is almost September of 2005. We still do not have the repairs done on our home. As a matter of fact, the house is falling in around us. Where I once complained of loose boards, I now have my wood floor coming up in two places. Where the shower leaked and the tub trim was never fixed, my bathroom florr is bubbled and coming up. Where is Robert? Where are my repairs?

Karen
Clarksville, Tennessee
U.S.A.