By Aparna Zalani | CBS11 Special Projects Producer |

Follow CBSDFW.COM: Facebook | Twitter

MELISSA (CBS11) – It is their son’s room on the top floor of their new house in Melissa, TX.

“I was scared for my children.”

Amanda and Clint Fisher were concerned about the way the floors sloped down in their son’s room.

“You can see here, the place that’s completely leveled in the room and this is completely not leveled,” she pointed out to the floors with a level tool.

They moved into their home in 2014. It was their first house they built ground up. “We were excited,” she said.

Their trouble started soon after they moved in when they noticed the furniture on that top floor bedroom tilting. A tennis ball rolls down very easily where the floor slopes. “If you take it down to the room, there’s a 2/1/2 inches drop,” she told CBS11 news.

They’ve had to block of sections of the home. “We kind of blocked off this area of the room, where the deflection was,” she said. “I didn’t know what was failing.”

They called the Altura Homes who built the house. They told them they were better off waiting to fix the problem at their one-year walkthrough in 2015. But at the walkthrough, the builder told her it was not his problem.

Altura Homes has an F rating with the BBB with 34 complaints during the past three years.

Nine complaints were resolved to customer’s satisfaction.

“Between the unresolved complaints and unanswered complaints, it has a very negative impact on the BBB rating,” BBB spokeswoman Phylissia Landix told CBS11 News.

We reached out to Altura Homes and after evaluating the floors, the builder agreed to fix it. “The president of the company wanted to come see the home,” Amanda Fisher told us. “That was all after Channel 11 called them.”

The builder has already started work on their home to repair the issues.

Altura Homes told us in a written statement “Altura Builders, LLC is aware of concerns Clinton and Amanda Fisher raised regarding the floor in their home at                                  . In response to those concerns, Altura engaged a professional engineer to evaluate the floor and has made repairs to the floor consistent with the engineer’s recommendations. Altura values its customers and its reputation in the community. Its management team has decades of experience working in the DFW home building industry and is dedicated to making Altura one of the top builders in the area. It will continue to exhibit that dedication by responding to all of its customers’ concerns and addressing those as is appropriate under the given circumstances.”

(©2016 CBS Local Media, a division of CBS Radio Inc. All Rights Reserved. This material may not be published, broadcast, rewritten, or redistributed.)