Crossmann Will Address Complaints, Change Procedures

INDIANAPOLIS -- Crossmann Communities, under fire recently from customers complaining about shoddy workmanship and poor customer service, admitted Friday that it has made some mistakes.

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But the builder's top officer said that the company is taking steps to prevent future problems.

CEO John Scheumann also told reporters that the company, which has built more than 14,000 homes in the past 10 years, has a good track record and that its structural insurance claims are among the lowest in the country.

"I can tell you, that's (poor service) not what this company is about," Scheumann said. "We're about getting people into their first homes and building them a good, quality home, and that's what we're going to do."

Scheumann did acknowledge that some mistakes have been made in the final walk-through process before the closing, but he promised that they wouldn't happen again. He also said that the company stands behind its work and will fix any problems covered by the warranty.

"From this point forward, there are no exceptions to our policy," he said. "In addition, we have added 10 days to the construction schedules in order to make sure that every single customer receives a zero-defect walk-through before they move in."

Gerald Hayse is a customer who wasn't satisfied with the company explanation. He's been concerned about a 6-inch gash in his shower stall.

"I think I'm just about done with Crossmann," Hayse said. "I'd rather just take my losses and go on down the road."

The Indiana attorney general has received 95 complaints against Crossmann. The state has launched an investigation that it says will take at least 60 days to complete.