Complaints

This profile includes complaints for Shea Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Shea Homes

  655 Brea Canyon Rd Walnut, CA 91789-3078

• 

  Trilogy Lake Norman

  310 Exploration Blvd Denver, NC 28037

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have one major issue that has left us regretting our **** home purchase. Water pools in our backyard during a light rain and floods when we have a thunderstorm. We have voiced our concern to **** management and have been told that the drainage in our yard is working as designed. We were also told that the grading was done as per the engineer's plan and that NAHB guidelines are met. We understand that minimum standards have been met which would be ok for most of the homes at **************. However, we have a unique lot which has a natural berm behind our house, so water moves towards the back of our house, not away like other homes. At the same time, our neighbors house has been graded so the water from his yard is directed towards our yard. The 3' swale in our backyard easily overflows with the slightest rain and the entire yard is under water with only an 1" or 2" of rain. We understand how the swale works and understand that there will be some pooling of water in our yard but cannot accept that the drainage design will cause our entire yard to be flooded whenever we have a thunderstorm or heavy rain. We live in ******* so thunderstorms and heavy rain is common. I am attaching some pics of what our yard looks like after a light rain of around .5" and a video of my yard after a brief thunderstorm on 6/11/2025 with 1.5" of rain. We paid a $50k lot premium when we purchased our house not expecting to have a yard that floods and is unusable. We are unable to landscape or add a paver patio to our yard like many residents as the yard is under water when it rains. I believe the pics and video should supersede any NAHB guidelines and a drainage design that obviously does not work efficiently. I'm not sure how anyone looking at the video can say the drainage design is working properly. My hope is that someone at **** management will look at our pictures and video and apply some common sense and agree that something more substantial, like a French drain needs to be done

  Business Response

  Date: 06/26/2025

  Thank you for the opportunity to respond. Before we were made aware of this BBB complaint, Shea Homes had been in contact with the homeowner. Although the home is out of warranty, as a gesture of good will Shea Homes agreed to re-grade a section of the swale. The homeowner has since advised that he would like to put in a patio. Shea Homes and our paver company met with the homeowner and walked through the planned patio location. It was agreed that the pavers would raise the elevation away from the swale and direct water around it, which should alleviate most, if not all, of the issues. 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23471412
  
    I am rejecting this response because: I have to ask if anyone from Shea Homes is actually looking at the video and pics I've attached prior to responding to my concerns. I've heard all the explanations, but the video clearly shows that the grading/drainage is not adequate to prevent flooding in my yard. I have to believe that anyone looking at the video could not think that I can landscape or install a paver patio under all that water. Any conversations I had with management at Shea Homes was prior to the Florida rainy season. I started speaking to the current **** site manger back in December due to concerns with pooling water in my yard after minimal rain. I was assured by **** management back in March that because we did not have any significant rain during our meetings that my warranty for the yard issue would be extended beyond ****************************************************************************************** my yard. The attached video is the first significant rain which occurred right after the "minor" grading that was done on the side of my house. I appreciate the conversations I had with the **** manager but as you can see, my yard is "completely" under water. We waited and now we see what happens to my yard when we have thunderstorms. This is ******* where we can get twice as much rain in a short period as what you see in the video and where it can rain heavily for days on end. I have had several landscapers (not related to Shea Homes) assess the yard and all have expressed concerns with the berm and how the grading from my neighbor's yard drains all the water towards my house. All have stated that the house should have had a French drain to properly move the water out of the yard and prevent the flooding you see in the video.  

    I don't believe that as a customer of ********************** I am asking for something unreasonable. I certainly did not expect to have my yard flooded whenever we get a significant rain. I'm not asking to be told that minimal grading standards were met or that by the next day the water will subside. I think it's important for Shea homes to respond directly to the video and the flooding in my yard. I want to know if Shea Homes (responding to the video) feels that the "flooding" in my yard is normal and that as a customer I should have expected this when I purchased my **** Home. I am requesting adequate drainage such as a French drain to address this concern.       
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 25, 2025 I contacted the Shea Homes *********************** in regards to a structural flaw in the building of my home. The garage door trim is sagging due to the wrong length of nails (or wall screws) used to affix the trim to the header. Multiple homes in the Trilogy at *************************** neighborhood are affected by the same defect. As this is not an issue of routine maintenance, but construction error made by the builder and missed by the *******, I feel that Shea Homes should stand by its product and make the repair voluntarily. On April 25, 2025 I received a response telling me that Shea Homes Limited Warranty does not cover the repair as it is beyond the contractual warranty period. On April 25, 2025 I replied, and asked for reconsideration. ***** ******, Warranty Coordinator, forwarded my request to the general manager, ***** ****. On April 25, 2025 ***** **** responded. He stated that regardless of the underlying cause, the work would fall outside of the contractual warranty. He recommended contacting a local contractor to assess and perform the necessary repair. I have contacted a local contractor and have been given an estimate between $275-$350 to make the repair.

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond.  Shea Homes has resolved the issue directly with the homeowner.

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The Shea Homes Warranty Manager/General Manager for Trilogy at *************************** reached out to me via email on 4/30/25. The next day, he stopped by my house to inspect the sagging trim around the garage door. Within hours, a work crew was at my house making the necessary repairs.  They did a great job and completed the repair with great professionalism. 

  Sincerely,
  ********* ********

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  #1. Bought a new house. Shea homes builder refused attic inspection. So in warranty time period I reported "insulation to attic zip and insulation is broken/teared". Builder is refusing to repair/replace. builder installed damged part and refusing to fix it.#2. Dryway is short by an inch in width and not built as per contract. Declined to fix it by saying human error.#3. after rain and after common area sprinkler -- water is flowing over dryway and builder is claiming its correct.Why they shown to me and what they have provided to me is different.

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond.  Shea Homes has been working directly with our homeowner on their first concern, namely the insulation access tent in the attic.  As a courtesy, we have made arrangements to have the zipper section replaced. Regarding the driveway width, the homeowner measured the width and found as it gets closer to the street, the width is reduced by approximately one inch.  Shea Homes advised the homeowner prior to closing that we would not be adding an inch to the driveway width.  As for their third concern,driveways will get wet with adjacent landscaping sprinklers, rain, etc. The driveway is designed to shed water toward the street and away from the house and is performing correctly.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi Sir ** recently had agreed to buy a home from **** home in *************, *******. ** paid ***** dollars as ******* money. But we set back from the buying. They offered us that we could use the same money to buy any homes from **** within 6 months. Unfortunately I am not able to buy any homes now because of the high price. Is there any chance I can get my money back. If I get my money back it would be a great help for me. At least our if courtesy please give us our money back. Thank you

  Business Response

  Date: 03/26/2025

  Thank you for the opportunity to respond.  This complaint is a duplicate, which was submitted to the *************/******************* BBB division (ID #*********.  Although the complainants name is different, their address, attachments, and issue are the same. Please close this file as we have been responding to the other complaint.

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I would request  a courtesy reply tobir complaints. Our request is genuine and help us in this.  Please. 
  
  Sincerely,
  
  ***** ******** Aniyan

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******* *******, and I am filing a formal complaint against Shea Homes regarding an unresolved issue related to the return of my $5,000 ******* deposit for a property located at ********************************************************Background:The initial addendum contract was signed on May 9, 2024. Despite our consistent communication and good faith efforts throughout this process, we have been denied the return of our ******* deposit after numerous issues were discovered in the home and despite our subsequent withdrawal from the purchase on July 18, 2024.Complaint Summary:Inspection Report Findings: On July 5, 2024, a detailed home inspection was conducted, revealing significant issues, including a serious safety concern regarding carbon monoxide re-entry through the vents into the attic. This issue was observed not only in our home but also in many others within this new subdivision. Please find the attached inspection report and video for your reference.Incomplete Repairs: We extended our patience and understanding despite the home not being readily available due to missing appliances, delivery delays, and the time needed for reparations post-inspection. Finally, we conducted a walk-through on July 10, 2024, but the identified issues were not rectified. The safety hazards persisted, making the home unfit for occupancy. As a result, we submitted our withdrawal from purchasing the home on July 18, 2024, one week after the walk-through.Unjustified Denial of ******* Deposit Return: Despite acting in good faith, including accommodating delays and additional costs, our ******* deposit was withheld.Job and Financial Uncertainty: Due to potential job layoffs and the closure of my workplace warehouse, I am facing significant financial uncertainty. This situation further compounds the stress and urgency of the matter.Given the circumstances and the apparent lack of resolution from Shea Homes, I respectfully request that the BBB investigate this issue and assist.

  Business Response

  Date: 10/25/2024

  Thank you for the opportunity to respond.  The Complainant provided a copy of a third-party inspection report and **** addressed all issues that required attention.  Unfortunately, the Complainant was not able to provide the necessary documents for funding, even after repeated requests.  **** provided an additional 15 days to cure the default, but Complainant failed to cure the default and ultimately the Complainant withdrew from the purchase process entirely.  In light of the Complainants default, **** elected to exercise its contractual right to terminate the Contract and to avail itself of its available remedies, including the retention of ******* money deposits.
  

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered a contract with **** in the fall of 2023 for a new construction home. The house was complete, & our punch list walkthrough took place in April 2024. During the inspection, a large area of the driveway (roughly 5x5 ft) was discolored & stained, along with similar staining on the walkway. Additional areas of concern included chipping, cracks, and various construction material droppings. **** informed me that the staining was moisture and would clear up in the coming summer months. This was a lie. The staining was initially photographed in Feb. 2024. When I shared this image of the stain, they requested that I wait an additional 30 days so they could assess any changes. I felt comfortable with this approach because this issue was added to the pre-closing inspection punch list. **** sent their crews to track the stain periodically between Apr. and July 2024. No improvement was noted, & the stain remains. A supervisor met with the crew & acknowledged that the staining was not trapped moisture and that they would engage their subcontractor for replacement. I expressed that the entire driveway would need to be replaced, and patch repair would be unacceptable, especially for a new construction home. This issue was brought to their attention before closing, and they assured me they would fix it. However, they have offered a small fraction of the cost to correctly repair the driveway & believe that a patch would be acceptable despite acknowledging that the patch would not match the surrounding concrete. Unacceptable. Im so disappointed in Sheas failure to accept responsibility & replace the driveway correctly to ******* building standards. Im exploring representation options with the Veterans Affairs housing auth., since Im a disabled veteran and the home was purchased with the VA home loan. We continue to work with **** in good faith in hopes of an appropriate solution, but I suspect this will land in mitigation, **************************

  Business Response

  Date: 08/09/2024

  Thank you for the opportunity to respond.  Shea Homes reached out to the homeowner and we are working together to address the concerns.

  Customer Answer

  Date: 08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The company contacted me and has agreed to the full replacement of the driveway and walkway. They have asked that I retract my complaint from the BBB. 

  Thank you for reaching out and encouraging the company to do the right thing. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a condo unit from **** Home in 2019 at which time **** Home sold me an upgrade version of kitchen and bathroom cabinets called Thermofoil. However, these Thermofoil cabinets turned out to be a low budget, made of cheap MDF material. About a year ago, I incidentally discovered that laminates of cabinets were never glued on when they were made as they were completely detached and only sitting on base frames. These defects were hidden and not caught on ordinary inspection unless one runs a finger along the edges, no homeowner would think this had to be done. At first, I thought the defect was present on couple of doors but same defect was present on most cabinets. These homes were sold with wood cabinets as basic at no charge but **** promoted these cabinets as upgrade and charged me extra $1670. According to the **** the manufacturer praised this material as far superior to wood cabinets which is quite the contrary. I tried to work with **** **************** but after almost a year, no solution is found. Given low quality and extensive issues I had with cabinets, I requested ***lacement with basic wood cabinets and a refund of upgrade fee. The *** offered wood cabinets at one point but he later rescinded the offer, stated in email communication. I also pointed out wood cabinets being durable and lasting many years and **** should not have promoted lower qualify/budget cabinets as upgrade. Multiple emails had to be sent before getting any response from the ***. **** is refusing to refund the upgrade fee and is offering to ***lace doors with same material which will leave me with unreliable low-quality cabinets as well as financial loss. Inspection was done and **** *** acknowledged the serious nature. It is very unprofessional that the *** revoked the solution he offered. The *** also reassured me I should be able to get the refund but again later turned it down which was unprofessional. I am requesting that my concerns are heard and addressed.

  Customer Answer

  Date: 07/22/2024

  This is a follow up to the complaint filed toward Shea Homes. I had inadvertently submitted the complaint without attaching supporting documents which I'm attaching to this complaint. Attached are the cabinet defects shown on multiple cabinet drawers and door as well as frames. Im also attaching a photo of sample wood door **** arranged and shipped to me and this was per agreement and offer by the *** to ***lace the cabinets to soft maple wood. This agreement was sent via email communication by **** ***resentative. I'm requesting that **** Home abides by this offer and provides ***lacement for wood doors along with refund of upgrade charge. I have sent multiple requests to get help for a resolution but **** ***resentative or the team have not ***lied back. I'm requesting company offer assistance and provide a solution. Based on facts I provided on earlier complaint, upgrade fee was definitely not justified. I paid premium price for this home and am left with non-functional and defective cabinets. I can also provide copies of email communication to verify the agreement described above. Please provide help!! Thank you. Additionally, I have also been dealing with numerous other issues in this home regarding multiple roof leaks, patio doors leaks and patio drainage problem, etc. aside from cabinets.

  Business Response

  Date: 07/30/2024

  Thank you for the opportunity to respond.  Although the applicable Shea Homes and cabinet manufacturer warranties terminated over four years ago, Shea Homes attempted to facilitate a resolution to the Complainants issues.  The manufacturer offered to replace all of the affected cabinet doors and drawer faces.  The Complainant wanted a refund on the initial option and a different material installed, which would also necessitate complete new cabinet boxes.  **** respectfully declined.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21974336
  
  I am rejecting this response because: This company needs to stand corrected.  The warranty of cabinets were 5 years and the case was open within 4 years.  The current cabinet company grandfathered in previous company's 5 year warranty term when they acquired the company.  If I am forced to accept lower line cabinet type for replacement, then at minimum a refund of upgrade fee should be granted.  How does the company expect customer to accept MDF cabinets over wood and feel okay about paying extra?  If the company won't refund the upgrade charge, I must demand that all cabinets be replaced with wood cabinets including cabinet boxes.  I am willing to make a significant compromise by accepting the thermofoil MDF cabinets as long as I receive reimbursement of upgrade charge.  **** has not provided explanation why they sold lower budget cabinets as upgrade, these cabinets are full of defects, low durability and of much shorter lifespan.  It's not even a question that wood cabinets (sold at no extra cost) are far superior than thermofoil/MDF.  Please issue a refund so we can proceed to the next step.  Thank you.   
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/07/2024

  Thank you, again, for the opportunity to respond.  As previously mentioned, the cabinet manufacturer offered to replace all of the affected cabinet doors and drawer faces.  The materials are ready and the manufacturer has been waiting for the homeowner to allow access to perform the replacement.  The homeowner can decide to go forward with the repairs, or order completely new cabinets at their own expense.  Shea Homes disagrees with the homeowners representation that our standard cabinet option is a superior product to the option she selected and we respectfully decline any further action. 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21974336
  
  I am rejecting this response because: I firmly stand my ground as I take this matter very seriously.  In case, we can't reach a resolution,  I'm ready to take necessary legal action including Class Action Suit.  This is a clear violation of my legal rights as well as my fellow homeowners who have paid upgrade fee for inferior quality material through false marketing.  The quality comparison is based on facts (which I provided to the company *** at the beginning) and not something that can simply be invalidated or disagreed by the company.  It appears that the company decided to ignore the facts and is blindly refusing the refund since they are unable to find valid reason to refute my claim.  The company needs to acknowledge their fault and offer a resolution.  Foil placed on solid wood might be comparable to wood cabinets or an upgrade but definitely not if MDF is used as base material which these cabinets are made of.  I recognize I have ethical obligation to inform other residents about the issue, who may not have these facts and their cabinets might have same defects yet to be discovered.  They also may not know that they were illegally charged an upgrade fee resulting from false marketing, they should also be given the opportunity to exercise their legal rights.  
  
  In case of company's continued rejection, I would feel compelled to file a complaint with the Contractor's State License Board about the **********************'s dishonesty and attempt to make unlawful profit .  I will share with the Board about ****** illegal charge and withdrawal of the offer their *** made for wood cabinets which followed finding out the cost involved.  This in turn proves that the base wood cabinets are of much higher cost than thermofoil and this is the reason company insists on ***lacing with inferior cabinets and yet not return the money.    
  
  I'm strongly suggesting that the company considers my offer and acknowledge their fault to work toward a resolution.  I will have to live with these inferior cabinets for a long time, not to mention that these type of cabinets negatively impacts my home value.  Through Class Action Suit, the homeowners will be seeking a refund and/or ***lacement of cabinets to wood material as two options.  If the company is willing to settle the case, I will not have to take further actions.  The company hasn't acknowledged such horrendous emotional distress they have inflicted in my life over almost 2 years   I'm attaching one of the countless available Fact articles for reference to prove and support my case and of other homeowners.  I highly suggest that the company take note of the fact that Thermofoil is definitely a downgrade from wood cabinets.  I feel the company needs to take proper measures and steps to improve and prevent reoccurrence of the problem.  It's a shame on what I thought was a ***utable company that they can't acknowledge such simple facts and be willing to rectify the grave situation homeowners are facing and offer appropriate compensation.     
  
  ********************************************************************
  Thermofoil Cabinets vs Wood Cabinets - Pros, Cons and Costs
  Want to know the difference between thermofoil cabinets and wood cabinets? Read this article to learn the pros, cons, costs, and design ideas for both of these cabinet types.
  kitchencabinetkings.com
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2024

  Thank you again for the opportunity to respond.  **** stands behind our product and our processes and firmly disagrees with the homeowners allegations of illegal or fraudulent conduct.  Nonetheless, and as a goodwill gesture, **** reached out to the homeowner and has negotiated a settlement.

  Customer Answer

  Date: 08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Shea Homes regarding their refusal to refund my ******* money in connection with a recent property transaction. My name is [Your Name], and I wish to express my extreme disappointment with the handling of this matter by Shea Homes, particularly by ***********************************, Vice President of Shea Homes.On April 29, 2024, I entered into a purchase agreement with Shea Homes for a property located at **********************************. During the due diligence period, which spanned 8 days, it became evident that there were material facts about the property that had not been disclosed prior to entering into the agreement. Specifically, there is an exceedingly tall and isolated tree situated on the property, presenting potential hazards and safety concerns.Despite my efforts to address these issues in good faith, including bringing them to the attention of *********************************** and Shea Homes, my ******* money refund was denied. Despite attempts to negotiate and explore potential solutions, Shea Homes has been unwilling to acknowledge the gravity of the situation and has failed to offer a satisfactory resolution.Of particular concern is the fact that I am a 100% veteran under a VA loan, and I undertook this transaction with the utmost care and consideration. It is disheartening to encounter such challenges, especially when they involve matters of safety and integrity.Therefore, I am requesting the refund of my ******* money in the amount of $5000. This request is made with the expectation that Shea Homes will address this issue promptly and fairly. I believe that a fair and equitable resolution can be reached that upholds the standards of integrity and transparency that Shea Homes purports to maintain.I urge Shea Homes to reconsider their decision to deny the refund of my ******* money and to take appropriate steps to rectify this matter.

  Business Response

  Date: 06/13/2024

  Thank you for the opportunity to respond.  The issues were addressed and settled directly with the Complainant.

  Customer Answer

  Date: 06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  home purchased 9/2017. I have had nothing but problems. Feb 2018 a huge water leak in master bedroom shower that leaked down to the kitchen .**** would not correctly fix. I had to file a claim with my home insurance and Servpro to kill mold and repair. I had wood beams penetrating the drywall. I presently have unleveled flooring on my entire 2nd floor. I removed the carpet to find extra padding underneath. I have had luxury vinyl flooring applied that keeps breaking because of the unleveled floors. I have had an independent floor inspection that proves this. I contacted **** they said the flooring is not under warranty. I have to have the flooring repaired that is going to cost at least $3600. I recently found 2 holes in the foundation of my home. Shea homes filled the holes with expanding foam and painted over . I have siding that is loose. **** says it not under warranty even though there is a 20 year warranty. Flooring 10 year warranty on construction and foundation. The warranty manager *************************** is the most unprofessional person I have ever met. I have had cracks around the fireplace drywall that **** fixed 5 times. They put a blower in the fireplace that didnt work. I had to fix myself and have tile placed around the fireplace. I have also found out on the house on the front and back **** installed lights that stay on 24 hours a day. We are unable to turn off a title 24 Infraction. I have also found out that Shea homes negotiated with my neighbors on their homes during the purchase. **** would not negotiate with me. I am an African American citizen and I fill that this company has treated me unfairly and given me a terrible home and will not honor the warranties. They have cost my home insurance to go up because they would not repair the water damage to my kitchen. My neighbors have experienced some issues also but they are not willing to file a complaint. I thank you for your service and being there for the consumers.****************************

  Business Response

  Date: 04/25/2024

  NOTE:  Please be sure to redact the first and last name of the employee referenced in the complaint prior to posting.

  Thank you for the opportunity to respond. 
  

  
  First and foremost, Shea Homes takes any claim of discrimination extremely seriously.To be clear, Shea Homes did not at any time (from the inception of the purchase process to present), engage in any discriminatory conduct against the Homeowner. Shea Homes fully understands and complies with all applicable federal, state and local Fair Housing laws, and does not discriminate on the basis of race, color, national origin, age, religion, disability, or *** (including sexual orientation, and gender identity), primary language, citizenship, familial status, or any other protected characteristics.
  
  The Homeowner recently filed a CSLB claim for the alleged flooring and foundation issues.  CSLB closed their file due to lack of jurisdiction. Nevertheless, Shea Homes responded, and conducted a site visit to view the work being performed by the Homeowners (unknown) contractor to remove the carpet originally installed on the second floor and replace with a Luxury Vinyl Plank flooring material (***). The manufacturer of the *** requires a certain flatness standard for the subfloor, and recommends that the subfloor be prepped and leveled using a flooring compound to remove any high and low spots.The Homeowners contractor first installed the *** without the proper preparation, and later removed the *** to properly prep the subfloor pursuant to the manufacturers recommendations. As for the foundation, there are two areas where the foam wrap (for expansion) around a drainpipe was visible. Shea Homes offered to have the foundation contractor perform a repair, but the Homeowner declined.
  
  There are references in the complaint to a 10-year or 20-year warranty. Shea Homes has a one-year Limited Fit and Finish Warranty; in addition to statutory considerations under Title 7/Right to Repair law. In any event, we have responded diligently to each of the ****************** requests since the Close of Escrow on September 7, 2017.  With regard to prior service requests referenced in the complaint:
  
         (2018) Shower leak: Shea Homes responded within hours of the leak, but the Homeowner refused to allow **** to complete the work.  The homeowner retained his own contractor to complete the work through his homeowners insurance carrier. This matter was fully and finally resolved (including a subrogation claim), and included the full reimbursement of the ******************** deductible. (Included a CSLB claim which was also dismissed).

         (2019) Drywall at the primary bedroom ceiling: Although out of warranty and cosmetic only, Shea Homes responded by floating, retexturing and repainting the ceiling in the primary bedroom due to a slightly visible seam from a truss.  

         (2021) Drywall at the fireplace:  **** responded multiple times for repairs, installed a blower with a switch although not part of the original design or installation, and even offered the Homeowner a settlement amount pursuant to a Confidential Settlement Agreement and Release.  While the Homeowner agreed to settlement proposal, he did not ultimately sign the Agreement.  (Included a BBB claim which was closed and a CSLB claim which was also dismissed). 

         (2022) Siding: Shea Homes assessed and determined that there was no further action.

         (2024) Lighting: This item was not submitted as a service request. 
  
  Shea Homes is still willing to honor its commitment to repair the foundation issue in the two areas where the foam pipe wrap is visible, even though the Homeowner previously declined. If the Homeowner has a scope of work, cost of repair/invoice and proof of payment for the foundation repair work performed by a licensed contractor, the Homeowner should submit to Shea Homes for review.
  
  Please do not hesitate to contact Shea Homes if you require anything further.
  
  Thank you,
  
  Shea Homes

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved into Shea homes in May of 2023 in Orange County. Condo has significant noise issues. Regulation limits the sound in the interior noise to be below 45 db, however, the noise goes up to 75db, which is designated as incompatible living situation and development or home building is discouraged. I have talked to Shea Homes warranty supervisor, but they are not releasing the noise test result but stating the result was significant to meet the requirements. I have expressed my concern for health issues as the state has set the required limit to 45 db but they have refused to make proper repair. I have asked to speak with his supervisor but he has refused to give the information.

  Business Response

  Date: 01/31/2024

  Thank you for the opportunity to respond.  Shea Homes has investigated the customers interior noise level concerns by taking readings at both the interior and exterior of the home and have found the average noise levels to be in compliance with the cited Section ****** of the ********** Building Code.  The code ****** the interior noise levels attributable to exterior sources shall not exceed 45db in any habitable room.  The noise metric shall be either the day-night average sound level (ldn) or the community noise equivalent level (CNEL), consistent with the noise element of the local general plan.  Shea Homes has confirmed that the average of the day-night 24-hour reading is within the 45db level.  The ***** General Plan addresses the enforcement of its noise standards (street traffic in this case), and as such, Shea Homes suggests that the customer direct his noise complaints arising from the traffic on ******** Boulevard to the City to request that it consider measures that it could adopt to potentially decrease the ambient noise in the community.