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:10/11/2023

  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.

  Our **** home in ********* North ****** was built faulty. At our one year builder structural supports which was February 2023, the is*** of ****** stairs flooring being slanted was addressed. The builder came out, identified the is*** and solution. Then told us they would come out and fix it. Which they next have. We have threaded to *** them, and they still have not completed it. We are in danger considering our upstairs is sloped, with three young children we are concerned for our safety. Please help us!

  Business Response

  Date: 10/18/2023

  Thank you for the opportunity to respond.  Shea Homes is in contact with the homeowners and is working directly with them to address their concerns. 

  Customer Answer

  Date: 10/19/2023

   
  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:08/25/2023

  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.

  I closed escrow on a newly constructed home in a 55+ active adult community (************************) that was built by Shea Homes, **** (Contractors License # ******* on **/**/2021. After closing escrow and then eventually moving into the home, I discovered a large number of construction issues that one would not expect to find in a newly constructed home. While some issues have been corrected, many others remain to be corrected and/or properly corrected, and subcontractors have further damaged the home while repairs have been made or attempted. The remaining issues fall into a number of different categories including damaged components and materials, construction that does not meet commonly accepted performance guidelines, and fit and finish. I have informed the builder of all issues in a timely fashion, documenting them as they have been discovered, and have modified my schedule to make my home as available as possible for corrective work. Several significant issues with the cabinets and floors in the home, although reported shortly after closing, still remain to be corrected. **** seems to agree that the issues I have identified need to be addressed, but the problems are not being resolved. This has made it impossible for me to properly arrange my furniture within the rooms of my home and to unpack belongings beyond the very minimum required for daily living. Since my life has now been significantly disrupted for more than 1 year and eleven months, I am finally appealing to the Better Business Bureau for help with resolving these issues in a more timely fashion. While this complaint may seem slow in arriving, it has been difficult for me to come to the realization that Shea Homes is capable of treating senior citizens so poorly. Ive attached a sampling from the many photos I have taken that illustrate some of the remaining issues.

  Business Response

  Date: 09/01/2023

  Thank you for the opportunity to respond.  During the delay between the filing of the complaint and the BBBs notification to ****,we have been working directly with the homeowner to schedule repair work related to the cabinets and other issues brought to our attention.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20480321
  
  I am rejecting this response because:  While it is true that **** has been working directly with me for over two years, I am not satisfied with their efforts because **** has been very slow to respond and, as noted in my complaint, many significant issues still remain.  The commitment that **** has voiced and continues to voice for resolving issues seems sincere, but repair work has been sporadic at best.   I have repeatedly asked customer service for a comprehensive completion plan, but no plan has been provided.  Meanwhile, **** appears to have no difficulty building and completing new homes in my community.  My life has been significantly disrupted during this time, and both my mental and physical health have suffered.  The time for **** to step up and resolve the remaining issues in a timely fashion is way overdue.  As long as issues remain unresolved, its difficult for me to be satisfied with another verbal promise, but I would be happy to change my response when the outstanding issues are finally addressed and resolved.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/29/2023

  Thank you again for the opportunity to respond.  **** continues to work directly with the homeowner to schedule and complete the cabinet repairs and other issues brought to our attention.

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20480321
  
  I am rejecting this response because:

  While I am encouraged by ***** apparent new sense of urgency, I cannot count myself as satisfied until all of the issues I have reported are resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/27/2023

  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.

  On 12/05/2022 Shea homes warranty team had been contacted via email regarding our home (****************) furnace and/or **** unit malfunctioning and improper installation of drain pipes near foundations of the home causing erosion and damage of the pavers.**** unit:Prior to this date, our brand new home had **** unit that failed us every season since our moving in of 11/2018. We were assured the issue for failing **** unit has been addressed and fixed every time after a technician worked on the unit. However, that was simply untrue. We were calling Shea homes service/warranty department almost every summer and winter to address the same issue again and thus, we requested **** representative this issue to be noted on our house records in case the **** unit kept failing beyond our warranty time. On 12/05/2022 we had our **** and furnace unit checked by an individual contractor as heating unit failed, yet again. The contractor noted faulty installations and serviced the unit. To this date, there has not been any issues with the **** unit.On 12/06/2022, email was sent by Shea homes warranty team requesting a contractor report in addition to pictures. We replied stating we did not have an official report but have pictures and were told to send those in. We sent a follow up request email on 12/27/2023 and we did not hear back until we followed up again with multiple phone calls and emails on 03/30/2023. At this time, we were provided with ******, warranty manager, contact information and he should be our contact person moving forward. ****** over the phone confirmed official report from the contractor is needed.On 05/09/2023 third party contractor emailed both ****** and us with the report requested by ****. There has not been any update from **** since then despite us sending an email on 05/22/23 and multiple messages left on 05/25/23 and 05/26/23.Drain pipe/Backflow pipe issue still not have been addressed by **** to this date.

  Business Response

  Date: 07/06/2023

  Thank you for the opportunity to respond.  Shea Homes reached out to the Customer for additional information and will attempt to work with the customer to resolve the matter.

• Initial Complaint

  Date:06/07/2023

  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.

  In 2022, my wife and I placed a deposit on a lot and home in the **********, Trilogy Ranch. Throughout the process our sales person, ********, made multiple promises that were confirmed and later rescinded. Prior to signing we asked specifically what **** Home's policy was on returning deposits. ******** assured us they were very good about returning deposits, unless under extreme circumstances. ******** cited a case where a couple signed and rescinded twice before trying again and being denied giving us confidence we were safe. (*I am a disabled Vet with a need for specific amenities that would require adequate space in our backyard for aerobic exercise, to allow for future handicap applications AND to avoid falls.) ******** was informed on numerous occasions to keep the backyard of the home at the largest and claimed we'd have an opportunity to view this plan on the lot prior to finalization. We initialed a plan with the understanding that it wasn't final until after an appointment to place the home. Shea Homes employees lied, were rude, accusatory and even attempts at intimidation. I am unable to work and my wife cares for me after a recent extensive (9th) revision surgery. Shea homes acknowledged they weren't going to lose any money on our design/lot and since have the home listed for over $30,000 more than our previous agreement. This is just plain greed. We simply want our money back so we can look for our retirement/dream home as promised.*We've made every attempt to keep this internal, walking it up from the bottom to the area president. We've finally reached the stage where it needs to proceed further and is why I've filed this complaint with both the **********, ** location and CA Corporate.

  Business Response

  Date: 06/28/2023

  Thank you for the opportunity to respond.  The Buyer unilaterally cancelled the Purchase Contract approximately 10 months ago in September 2022.  The Contract terms provide for liquidated damages in the amount of the total Deposits (******* Money Deposit and any Additional Deposits) in the event of Buyers default. Seller has retained the ******* Money Deposit as liquidated damages per the terms of the Contract.  Seller only collected 50% of the standard ******* Money Deposit in this transaction.Seller did not collect any Additional Deposits. Buyer was also offered the opportunity to use the retained deposit towards the purchase of another home at any ***************** across the country, and ***** declined.
  
  In addition to the Liquidated Damages provision contained in Section 10(a) of the Purchase Contract, the first page of the Purchase Contract includes the following provisions:
  
  As material consideration for Seller taking the Property off the market for Buyer,Buyer agrees the ******* money deposit and additional ******* money deposit (collectively, the ******* Money Deposit), and any Additional Deposits (as defined below) (collectively referredto as Deposits) are non-refundable to Buyer if Escrow fails to close due to a default by Buyer. Buyer shall not be entitled to any interest on Deposits.
  
  Seller makes the following disclosure in accordance with ******* Administrative Code R4-28-803:
  
  BUYER IS ADVISED THAT ******* MONEY DEPOSITS, DOWN PAYMENTS AND OTHER ADVANCED MONEY WILL NOT BE PLACED IN A NEUTRALESCROW. SUCH MONIESWILL BE PAID DIRECTLY TO SELLER AND MAY BE USED BY SELLER. THIS MEANS BUYER ASSUMES A RISK OF LOSING SUCH MONIES IF SELLER IS UNABLE OR UNWILLING TO PERFORM UNDER THE ***** OF THE CONTRACT.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20081431
  
  I am rejecting this response because:

  Shea Homes failed to fulfill their promises during the building process causing the construction to be inadequate for use due to my physical disabilities. Sales staff were constantly reminded of the need for therapeutic services in the rear of the home and failed to provide an appointment to view that home placement prior to finalizing the construction plans. Without room for the appropriate health related facilities, room to maneuver around those facilities and for future additional *** needs the property was no longer viable. In addition. A Shea Homes sales representative assured us that Shea Homes was very good about refunding funds while providing an extreme example of a customer that was finally denied a refund when they changed their minds three times. It was only after being refunded twice that **** denied an additional refund.

  As a disabled vet nearing the 100% ***** after 9 corrective surgeries, as recent as 2/2023, the construction placement, contrary to what we repeatedly requested, failed to meet our needs. 
  

  Maybe this is one that you take a second look to do the right thing not what youre able to do because you have the funds to keep us from recovering our deposit. 

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

• Initial Complaint

  Date:05/17/2023

  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.

  Hello! I have contacted Shea Homes regarding a roof leak. My neighbors told me these homes were built by Shea Homes and the roof has a 30 year warranty. The neighbors do not have the roofers information who did the installation here. I decided to call Shea Homes and gather information. Initially Shea Homes representative was not able to find homes built on ************ and ********************. I realized quickly they were playing dumb. I found another number and was able to get a hold of a supervisor. Finally she was able to pull up the address but with great difficulty. After searching somewhat the supervisor was not able to locate the roof installers information. Long story short Shea Homes is not honoring the builders warranty for some issues that exist. Bottom Line is **** Home is the responsible party holding the warranty. These companies need to stay honest in their construction industry. Its completely unacceptable what Shes Homes is doing.

  Business Response

  Date: 05/25/2023

  Thank you for the opportunity to respond.  Unfortunately, due to the age of the home (25 years old), Shea Homes no longer has information related to building materials used.  With that said, we feel it is important to note that Shea Homes does not and has not offered a roof warranty that extended 30 years.  We are sorry we are unable to help any further.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20064497
  
  I am rejecting this response because: Shea Homes is responsible for the warranty guaranteed when purchasing the home. They need to accept the flaw and correct the situation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/10/2023

  Type:Order 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.

  We signed a contract in February 2022 with our ******* money, the later in March added upgrades the house was supposed to be ready in September but due to lack of supplies it was done in December. However, the realtor we had at the time lied and said we were ready to close and he had a buyer for our current home long story short he ghosted us and never answered our calls, txts, or emails. Shea homes agreed to extend the contract to February 2023 but we will only be able to get into the house if our current home sold. The home did not sale before then so we asked for our money back ******* and upgrade fee. **** home refused. We are not able to sale the home we have a buyer and Shea homes is asking for another 5000$ for ******* money added to the money that is already locked up into the house. We want our money back because things are getting too complicated. They refused.

  Business Response

  Date: 05/11/2023

  Thank you for the opportunity to respond.  Shea Homes worked directly with our Customer to purchase another home within the same community. It appears that this complaint was submitted two weeks prior to our receipt, and is therefore outdated.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 19987493
  
  I am rejecting this response because a home was not purchased.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/21/2023

  Thank you, again, for the opportunity to respond.  The BBB was late in forwarding our buyers rejection, and in the meantime, the buyers did purchase and close escrow on their new home.

• Initial Complaint

  Date:03/10/2023

  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.

  Have been in a new **** home for less then two and half years, back patio roof panel is separating from wall. contacted **** and was told out of warranty and if not satisfied I could contact ***************, after four attempts and messages left, I still have not received a call back, called the warranty number again and was given the local corporate number, after speaking with someone there I was told to email a ********************* and was hung up on.I am a three time **** home owner and would love to actually speak to someone and get this issue resolved, love our home and have always been a huge promoter of Shea homes.

  Business Response

  Date: 03/21/2023

  Thank you for the opportunity to respond.  An appointment to address the issue has been scheduled with the homeowner.  

  Customer Answer

  Date: 03/22/2023

   
  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:12/26/2022

  Type:Customer Service 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.

  Hi, I rented a 2 Bedroom apartment @ Creekside Village Apartment which is managed by **** Properties in Nov 2021. We were given a used apartment with a written message that while vacating we won't be charged extra for painting, carpet cleaning, etc. One of the staff named ***** even sent a mail documenting that I won't be charged extra while vacating as apartment items were old and used. Since we needed an apartment urgently I agreed to the same. Being old apartment multiple issues came and the maintenance team had to finally change the ** and refrigerator, We had so much food spoiled due to it.Unfortunately, my wife was diagnosed with a critical illness in June and we started her treatment in July. I made a request to allow us to keep our shoe rack outside (to contain infection) main door but same was denied. You would find so many people having so much stuff outside but ******** was targeting us.In Sept my wife suffered severe health issues related to infections but still, they didn't listen to my request. Finally, I decided to vacate the property in Nov upon completion of the annual lease agreement. I got the apartment inspection done and I was told that the maximum charge I will see will be for Apartment cleaning ($85) and $170 for carpet cleaning if required....and I was promised that advance will be refunded within a week's timeframe. I vacated the apartment on Nov 16, 2022. After repeated follow-**** I am told that I need to not only pay for $85 for cleaning, $170 for carpet cleaning but also need to pay: $950 for Vinyl, $250 for Painting work, and $250 for the Kitchen Countertop work amounting to approx $1450 additional charge which is unjustified. Need SheaProperties Senior Leadership's attention and support on the matter. In the last month, I have sent multiple emails and requests but they are not being answered by the staff. Awaiting your support on this matter.

  Business Response

  Date: 02/10/2023

  Thank you for the opportunity to respond.  This matter was resolved with the former resident prior to receiving the first notice from BBB on January 27, 2023.  That initial BBB notice indicated that a timely response is due February 10, 2023, yet we received a second notice from BBB on February 6, 2023 indicating that a response is due February 16, 2023.  In any event, the matter was fully resolved on January 4, 2023.

• Initial Complaint

  Date:12/02/2022

  Type:Product 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.

  Purchased and had built a new home with Shea Homes. Several items that were pointed out on initial walk through were never taken care of. Some of the items **** is telling me they are writhing specifications. When I asked to see the specification, they cannot provide it and have now told me to go to mediation if I want it fixed. Below are items still outstanding, Sliding glass door- out of square by 1/2 and in from top to bottom. Was told this was in specs. (Told by **** to go to mediation if I want it fixed) Fire stopping in basement- code requires fire stopping in any holes that go to the forest floor. Not all holes are provided with fire stop. (This was brought up at our 1 month walk with warranty) Floor squeaks and popping- entire main floor pops, second floor hallway pops, stairs going up squeak, 3rd bedroom floor pops. (All were presented to **** warranty. (**** now saying they only have a contract with their subcontracts to fix those for a year.) these were shown to warranty within the year and no contractor came to fix it. Garage door clicking and not opening- **** has had their contractor come out 2 times, both times the contractor has mention the opener may be bad. Door continues to not open or function correctly. Windows do not operate correctly- Was told by **** warranty to lubricate them. After lubrication, they still do not open correctly. Plumbing- the home is barley a year old, I have had to have a plumber come out at my expense and fix leaks do to poor craftsmanship. Overall, very disappointed in **** and how they treat their customers as well as the lack of pride they take in their product. Their answer, take us to mediation. I have had 3 other homes built with other builders and I have never been treated this poorly, and they have all always wanted to make sure items were fixed as they all stood behind their product.

  Business Response

  Date: 01/20/2023

  Shea Homes has been in prior communication with the homeowner, during the warranty period and beyond. We are scheduling an appointment to assess new requests, and will also address the homeowner's concerns about items previously evaluated. Thank you for the opportunity to respond.

• Initial Complaint

  Date:08/05/2022

  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.

  Purchased bran new home in 2020 now the wooden fence is falling to the side because of heavy winds in mountain house and the installation wasn't done well....I did pavers in my backyard but it has about 1ft of space between the fence and the pavements. But the manager named **** and the customer service rep is basically telling me I'm on my own in a nice way and also saying go talk to the pavement company! they're blaming it on the pavement co.
  
  But I went around looking at other peoples fences I see lots with same issue except mine is getting worst.
  Now I have to reach out to you guys to see if you can have them fix this please help thanks.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Shea Homes has been in contact with the homeowner on many occasions about his fence. The homeowner retained a contractor after close of escrow to install pavers along the fence line. It appears that the homeowner's contractor changed the original grade and raised the level of the yard. The fence posts and kick board are now buried in soil and base rock up to the fence rail, with the excess soil and rock pushing up against the fence. The home was delivered with the grade placed below the kick board. It is unclear if the homeowner's contractor properly compacted the soil in the area of the fence line. Due to the changed conditions and homeowner after-market improvements, Shea recommends that the homeowner consult with his contractor.
  
  Thank you for the opportunity to respond.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is 100% Not True what Shea Homes is claiming!!
  Not only my contractor but other contractor came to my house and evaluate what has happened and told me that She Homes not properly and professionally has done their work on the ground. Shea homes raised the ground level and never compacted the ground well and did not post the fence posts deep enough and strong enough to hold well.
  In the community I went around and found out that other neighbors are having same issues I will attach one neighbor who also complained and said that Shea homes is taking care of it because it has not went over a year on their home yet!
  
  But many neighbors homes had the same issue I pictures to prove it and if an agent from BBB comes I can show him homes that have the same issue!
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  As stated previously, the homeowner performed extensive work along the fence line after delivery of the home. Due to the homeowner improvements and changed conditions, Shea Homes is unable to provide the relief the homeowner requests. Thank you for the opportunity to further respond.
  
  
  Consumer Response /* (4200, 11, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Othe neighbors have same issues as mine Shea homes fail to deliver good work as promised on homes therefore their work is not as solid and good as they claim! We made sure there's 1 feet space between the pavers and the fence! Again Shea Homes is a failure in this time and in this community! (Briar square community) so many other neighbors have same issues (I'm not the only one!! Come fix the issue instead of making same lies and story's you making up!!