Business Profile

Home Builders

Richmond American Homes

Headquarters

Complaints

This profile includes complaints for Richmond American Homes's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

498 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

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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:07/09/2025
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.
As of last month, we have owned our home with Richmond that was built three years ago by them. During our first year and within our warranty period, our driveway was discovered and documented by a paid home inspector to have severe washout beneath our driveway that caused the concrete to cave in and break, with chunks falling off the sides and cracks across the slabs. Our next door neighbors had the same issue at the same time and had their driveway fully replaced at no cost by Richmond. However, instead of replacing ours as well, they have mudjacked the damaged concrete repeatedly over the last few years, each time resulting temporary results and more structural damage every time they "fixed it". They keep refusing us a new driveway telling us they don't do replacements, even though they did for our next door neighbors. The driveway is now badly damaged and looks awful and would not be in sellable condition if we wanted to sell our home. Richmond is refusing to do any further action for us.
Business Response
Date: 07/10/2025
Dear Accredited Business Resolutions Specialist:

We have viewed the information from ****** *********, ************************ Per Richmond American Homes and the *********** Warranty Book that ****** ********* received, driveways are not a covered item.Please see attached from the *********** Warranty Book.
What was referred to as washout was a compaction failure. Per the *********** Book, compaction failure is only covered if it exceeds 6 inches. Please see attached from the *********** Warranty Book.
We did do two repairs to the driveway.We apologize for any frustration our customer may have experienced.

Please let us know if you have any questions.

Sincerely,
*** ****
Director,South Division
Richmond American Homes One in June of 2023 and one over a year past their warranty period. Both were goodwill gestures as the driveway was not a covered item. Richmond American Homes will take no further action on this driveway.
Customer Answer
Date: 07/10/2025

Complaint: 23577030

I am rejecting this response because:
There is no justifiable reason why you say driveways are not covered, yet you would provide a full replacement to our neighbors with the exact same issue at the exact same time and not us. It is an identical problem, yet we were treated differently because we have a three car driveway whereas theirs is a two car driveway (hence higher expense on them). The "gratuitous" mud jacking also did nothing to fix the problem, it actually made a bigger problem by destroying our concrete slabs.

Sincerely,

****** *********
Initial Complaint
Date:06/27/2025
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.
On the night of Thursday June 19, at midnight,I saw a bubble in my ceiling under my HVAC system of my new home. I had just ran the ac for the first week and noticed this. When I called the Richmond homes emergency line they were hesitant to send a plumber or anyone because it was unclear what the problem was. I pushed for a plumber because I didnt want an additional problem. The plumber cut holes but couldnt find a leak. The next day an HVAC technician and electricians both came out and blamed each other for the problem, but neither resolved the issue. After waiting a weekend because all offices were closed, I was told I had to wait until Thursday for HVAC. HVAC came and swore that it wasnt there machine and had to be plumbing. So I waited another day for a plumber. The plumber checked and swore there are no pipes where the leak is and that it is a HVAC. Now I have re turned on the ac and I am waiting on another leak before anything can be done. I might have to go another weekend before anything gets done.
Business Response
Date: 07/02/2025
Dear Accredited Business Resolutions Specialist:

The leak was resolved on 6-27-25. Repairs to the home are scheduled for 7-9-25.

We apologize for any frustration our customer may have experienced and are working to resolve the issue.

Please let us know if you have any questions.

Sincerely,
*** ****
Director of ********** Denver Division
Richmond American Homes
Initial Complaint
Date:06/18/2025
Type:Order 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 a VA-eligible homebuyer who entered into a purchase agreement with Richmond American Homes of ************** for a newly constructed home in **************, ***The home appraised lower than the original contract price, and per VA loan regulations and Section 6.8 of the builders own contract, I exercised my legal right to cancel the contract without penalty.This clause known as the VA Escape Clause protects veteran buyers from forfeiting ******* money if the appraised value comes in below the purchase price. I notified the builder in writing of my intent to cancel.Despite this, the builder has refused to return my ******* money deposit, falsely claiming that their later offer to reduce the price eliminates my right to cancel. That is not supported by VA loan regulations. I have not signed any waiver, continuation agreement, or counteroffer.I am requesting that Richmond American Homes release 100% of my ******* money and personalization deposit, in accordance with the law and their own contract ******** a veteran buyer, I am disheartened by the companys behavior, which I believe is unethical and predatory. This complaint is being filed alongside a formal complaint to the ************************************ (****) and the VA *********************
Business Response
Date: 06/23/2025
Dear Accredited Business Resolutions Specialist:

We contacted ******* ***** directly on 6/12/2025. Our sales associate, **** ****** reached out to her via email and sent her the termination agreement. The termination agreement references the full return of her ******* money deposit. Both parties have signed. This process will take up to 7-10 business days for MS. ***** to receive her check.

We apologize for any frustration our customer may have experienced.

Please let us know if you have any questions.

Sincerely,
****** Hidalgo
VP of Sales and Marketing
Richmond American Homes
Customer Answer
Date: 06/23/2025

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.

Sincerely,

******* *****
Initial Complaint
Date:06/04/2025
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.
We had an inspection done in 2022 and submitted our warranty requests based on that inspection before the one-year warranty expired with Richmond.Since then, weve followed up multiple times with Richmond-via email, phone, and even in person at the office. Despite our consistent efforts over the past few years, weve received little to no communication and have continually been given the runaround. I did try to attach the inspection report but it was too big. Wed really appreciate some clarity and next steps on how this can be resolved.
Business Response
Date: 06/10/2025
Dear Accredited Business Resolutions Specialist:

On 4-30-2025, I responded to an email Ms. ******* sent to our office. The effective date of the express *** limited warranty is 12-23-2021, the home is in year four.

Warranty performance requests must be made in writing with the administrator, ***, by emailing ************************************ No one at Richmond can amend or extend the limited warranty.

We apologize for any frustration our customer may have experienced.

Please let us know if you have any questions.

Sincerely,
*** ****
Director of ********** Denver Division
Richmond American Homes
Customer Answer
Date: 06/16/2025

Complaint: 23419771

I am rejecting this response because: I sent a response to the email that was reference and I did not hear anything back, the email response read, "Hi ***,
I wanted to clarify the issue weve been experiencing. We had an inspection done in 2022 and submitted our warranty requests based on that inspection before the one-year warranty expired (see attached email for reference) with Richmond.
Since then, weve followed up multiple times with Richmond-via email, phone, and even in person at the neighborhood offices. Despite our consistent efforts over the past few years, weve received little to no communication and have continually been given the runaround.
Wed really appreciate some clarity and next steps on how this can be resolved." With that being said we have been trying to get this resolve since 2022. We did everything right on our part when we submitted everything prior to our warranty expiring. Please let me know if you would like me to provide more documentation, the inspection report, etc. Thank you.

Sincerely,

***** *******
Business Response
Date: 07/02/2025
Dear Accredited Business Resolutions Specialist:

We apologize for any frustration our customer may have experienced. While we did not reply to the email referenced by the homeowner, our original response on 4.30 refers her to the **** as they are the ones who were able to assist the homeowner with her situation. Per Mr. ***** email:

You must submit claims directly to *** for major structural coverage in years 3-10. Warranty performance requests must be made with the administrator, ***, at **************************************************. No one at Richmond can amend or extend coverage.

The only coverage on the home is the express *** limited warranty. No one at Richmond can amend or extend the *** limited warranty.

Please note that a written request for warranty performance must be emailed no later than 30 days after the expiration of the applicable warranty period. Per our records, the homeowner did not write a formal request to the *** within the time period.

If a request for warranty performance to the builder does not result in satisfactory action, written notice must be given to ***. This was previously explained to the homeowner.

No coverage is owed. This is our final decision on the matter.

Please let us know if you have any questions.

Sincerely,
*** ****
Director of *********, Denver Division
Richmond American Homes
Customer Answer
Date: 07/06/2025

Complaint: 23419771

I am rejecting this response because: I am writing to follow up and formally reject the business response. We were directed to submit items identified during the pre-warranty inspection phase via Richmond warranty portal system. In which I provided documentation showing the email we received from Richmond when we submitted our written warranty requests via the Richmond Homes warranty portal on December? 22,?2022, within our one-year warranty coverage window.

Richmond Homes warranty explicitly guarantees that items reported during the first 12 months will function and operate per Year?1 standards. Because of this, the response that these concerns should now be handled by *** conflicts with Richmonds contractual obligations. Yes, we are going into year 4, yet, none of our Year 1 requests were ever handled despite our multiple efforts.

Thank you BBB for your assistance! We know others that have went through similar things and we will let our legal team handle it from here.

Sincerely,

Amber
Initial Complaint
Date:05/27/2025
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.
French door in bedroom was built incorrectly so water has been coming in through the door. We now have mold everywhere
Business Response
Date: 06/05/2025
To whom it may concern:
We are in receipt and are responding to the Better Business Bureau case referenced above.

On Wednesday, June 6, 2025, the French door installation company, along with a third-party inspector, examined the issue. Remediation and resolution efforts began today, and we anticipate completion within the next few weeks. Our ********* Manager is in direct contact with the homeowner and will maintain communication to ensure the work is completed.

If I can be of further assistance, please dont hesitate to contact me directly.

Sincerely,
******* ****
Director of *********
NorCal Division
Richmond American Homes
****************************************
************
Initial Complaint
Date:05/25/2025
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.
Richmond Homes should be put out of business, or at least arrested for trying to burn my house down. With faulty wiring I put a piece pizza in airfryer put on toast. Good thing I did not leave kitchen. When a outlet I was not using went on FIRE. If I went outside in my backyard or just to the bathroom I WOULD NOT HAVE A HOUSE. I called electrician he found multiple problems in all outlets loose s**** bad wiring, I found that Richmond use student to wire my house. Is this allowed in NEW construction? It cost me $7000.00 to fix some of the problems. How do I know that the wiring in my wall are ok? I need help with this. Can you send inspector? Also the steps in my backyard are falling of my house, and multiple problems. I have been dealing with.Retired Fireman from ******** **** **********
Business Response
Date: 06/10/2025
Dear Accredited Business Resolutions Specialist:

We contacted **** ********** on 06/06/2025. Our area ********* Director, *** ****,reached out to **** ********** by phone. The home was completed in 01/13/2023.Richmond American made a request for a copy of the repair invoice or a report from the electrician for the work preformed and for what was found.

To date, we have not received an invoice or report. As the home is not within the one-year warranty period, we need this information to review. Regarding the rear landing/steps, they are not covered as outlined in the agreed upon *** warranty program.

We apologize for any frustration our customer may have experienced, and we are working to resolve the concerns.

Please let us know if you have any questions.

Sincerely,
*** ****
Director,South Division
Richmond American Homes
Initial Complaint
Date:05/22/2025
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.
I am filing a complaint against Richmond American Homes regarding a denied **** warranty due to their failure to register the system. My home, built by Richmond, experienced a failed evaporator coil well within what should have been a 10-year manufacturer warranty. However, the unit was never registered by the builder or their contractor, defaulting the warranty to just 5 years.On May 22, 2025, I spoke with *** *****, Richmonds ********* Manager. He showed no interest in resolving the matter and stated, It was in your home packet and Your home is 8 years oldI cant justify helping you out. This response reflects a lack of accountability and poor customer ********** no point during the home purchase process was I informed that I needed to register the **** system myself. Richmond buried vague instructions in the closing packet and gave no direct guidance. To make matters worse, the serial number needed for registration was located on the unit in the attican unreasonable expectation for the average ************ a result, I was forced to pay out of pocket for the coil replacement. I have uploaded the invoice showing the cost of this repair, which totaled over $2,000. I am requesting a full reimbursement, as this expense resulted directly from Richmonds failure to properly handle warranty registration during construction.
Customer Answer
Date: 05/27/2025
*********************;
*****************
Business Response
Date: 06/06/2025
Dear Accredited Business Resolutions Specialist:

Our customer located at ****************************** had a formal in-person walkthrough with our team before the closing and move-in of their new home on 11-15-2017, almost eight years ago.

At that time, an extensive interior and exterior presentation of all the functions and features of the home are looked at and discussed with our customers in detail to ensure quality assurance. During this time much is discussed with our customers to set homeowner expectations on what the homeowner can expect when they receive their keys and what their responsibilities are as a homeowner.

We also talk about all the warranty information in detail as it is the customers responsibility to register their HVAC and other products with their personal information and proof of ownership.

The paperwork, warranties, contacts and product knowledge are sent for review and discussed in detail for their convenience. A thirty-day touch point with our customer is also in place to reiterate all the same.

Please note our customers are very important to us with all due respect.

Please let us know if you have any questions.

Sincerely,
****** ****
Director Home Care
Richmond American Homes
Initial Complaint
Date:05/17/2025
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.
We would not close on home till sliding door was fixed in September. It would not close or lock. They said it was fixed we closed. It started getting hard to close again till we could not get it closed again. in March we filed a warranty request. It took 2 weeks to get door guy out and he said there is no framing to attached door frame too. Needed to have carpenters ready to fix framing same time as he removed door frame. We waited a week or so and reached out to Richmond American warranty contact.She said in writing to cut a piece of wood to lock door. We would have to wait till summer time to get fixed cause it could snow. I explained that door was not exposed to snow with no response. I filed a new warranty request late May 4 2025 and asked if we can get scheduled so i could sch a day off of work. A new warranty person said it is raining today so we need to wait to schedule. ( really) I again explained door is not exposed to rain. Latest response said they have no notes from door subs visit and need him to come back out again. He would call ether on the 15th or the 16th of May. We have not received any calls .
Business Response
Date: 05/19/2025
Dear Accredited Business Resolutions Specialist:
I am writing in response to the recent complaint submitted by Mr. **** regarding the back sliding door. I want to assure you that we take customer concerns seriously and have been actively engaged in communication with Mr. **** to address the issue.

We have been in regular contact with Mr. **** since May 4, 2025. During this time, I explained that although a prior assessment of the door was conducted, we did not gather enough definitive information at that time to proceed confidently with the necessary work. We were able to get all of the information confirmed and now have an accurate scope of work.

Additionally, due to the nature of the repair and the complexity involved, this project will require coordination across multiple trades and is expected to span multiple days. As such, we must have a consistent stretch of favorable weather to safely and properly complete the adjustment. Performing exterior workespecially on a doorduring inclement or unstable weather conditions presents a significant risk of water intrusion and potential damage to the home, which we want to avoid at all costs.

We remain committed to resolving this matter appropriately and will continue to coordinate with Mr. **** to schedule the work as soon as weather conditions allow for a safe and effective repair.

Please let me know if you require any additional information regarding this case.

Sincerely,
******** *******
Home Care Supervisor, **************
Richmond American Homes
Customer Answer
Date: 05/19/2025

Complaint: 23345014

I am rejecting this response because: We refused to close in Sept 2024 over same issue. Was told it was fixed.
Original warranty request was February 27th.
Again Door is not exposed to weather!!
I did here from them today funny enough. Door sub contactor called and said he resubmitted same notes from earlier inspection !

Sincerely,

****** ****
Business Response
Date: 06/02/2025
Dear Accredited Business Resolutions Specialist:

As part of the ongoing repair process, the stucco was removed on May 30, 2025, in preparation for the necessary framing and glass replacement. The framing and glass companies are scheduled to arrive today, June 2, 2025, to complete the framing repair and install the new sliding glass door. We anticipate this portion of the work will be fully completed by the end of the day.

Following this, our stucco contractor will coordinate directly with Mr. **** to schedule the final phase of the repairthe stucco installationat a date and time that is most convenient for him.

We remain committed to completing the project in a timely and professional manner and will ensure that all work meets the expected quality standards.

Please feel free to reach out with any further questions or concerns.

Sincerely,
******** *******
Home Care Supervisor, Utah Division
Richmond American Homes
Initial Complaint
Date:05/15/2025
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.
We are asking for the return of the $25,000 "Deposit" less a $500 processing fee as stipulated in the Purchase Agreement 'Effective Date' April *******. On May ****** ***** ***** with HomeAmerican was notified of a job loss with one of the buyers, and May ****** she notified Richmond that financing was declined. The Purchase Agreement is terminated due to the Buyer's inability to secure financing, a condition explicitly stated in Paragraphs 3 and 6. According to Paragraph 6.4 of the Purchase Agreement, this termination necessitates a full refund of the Deposit to the Buyer. We have requested a correction to the Termination Agreement to reflect this refund, consistent with the Purchase Agreement terms and as confirmed by Richmond's agent, ***** ******, on May 6, 2025. This request has been met by a response from Richmond agents ***** ****** and ******* ***** advising that the Deposit is not refundable due to alleged terms in the Purchase Agreement Addendum indicating EMD is hard upon signing. EMD is not defined in the Purchase Agreement or the Addendum. There is no clear indication that "EMD" is synonymous with the "Deposit". The Purchase Agreement clearly states in the financing condition that if financing is not secured, the "Deposit" would be refunded to buyer. Richmond's agents intentionally concealed and unilaterally altered material terms of the Purchase Agreement using vague, undefined terms and acronyms though an Addendum which had a primary purpose of correcting the spelling of one of the buyers names.
Business Response
Date: 05/19/2025
Dear Accredited Business Resolutions Specialist:

We contacted **** directly on 5/9/25 and 5/12/25. Our area Sales Manager, ***** ****** and Director of Sales, **** ***** both reached out to them by email.

The sales associate disclosed to **** ******** that the ******* money deposit was nonrefundable for any reason prior to writing a contract to purchase the property. **** ******** continued to move forward with the purchase knowing that information.

We apologize for any frustration our customer may have experienced.

Please let us know if you have any questions.

Sincerely,
**** *****
Director of Sales
Richmond American Homes
Customer Answer
Date: 05/19/2025

Complaint: 23335667

I am rejecting this response because: There remains a material issue regarding the refundability of the Deposit as defined in the original purchase agreement. The original purchase agreement effective 4/28/25 which is the legally binding document clearly states that in the event financing is not secured, the buyer is entitled to a full refund of the Deposit less a $500 processing fee. In this case, financing was not obtained due to job loss on 5/1/25, and a formal loan rejection was issued on 5/5/25, triggering the refund clause. An addendum to the agreement sent 4/27/25 that ***** ****** stated would be for a name change due to clerical error of buyer's name in original purchase agreement also introduced the statement "EMD is hard upon signing". However, the term "EMD" is never defined in the addendum, nor is it used or referenced in the original purchase agreement. There is no clear indication that "EMD" is synonymous with the Deposit. As such, relying on an undefined and ambiguous term to withhold the Deposit is improper and legally untenable. Also, ***** ****** stated on 5/6/25 that the "Deposit" would be refunded less $500 processing fee by check. Again on 5/7/25 ***** ****** stated she was sending the cancellation agreement, and the check would be mailed. Prior to signing the agreement, it was noticed that $0 would be refunded to the buyer triggering multiple communications from buyers to Richmond. There has not been a satisfactory resolution to date. We have escalated our complaints to the Richmond and MDC Holdings executive teams, and we will move forward with filing complaints to **** and the Attorney General due to these unfair, abusive, and deceptive business practices.
Sincerely,

**** ********
Business Response
Date: 06/06/2025
Dear Accredited Business Resolutions Specialist:

Per the signed addendum, and text messages they had with the sales associate prior to contract, the *** (******* money deposit) is non-refundable.

Also,per the signed purchase agreement, no employee of Richmond American Homes can orally agree to changing terms of the agreement or the addendums.

Please let us know if you have any questions.

Sincerely,
**** *****
Director of Sales
Richmond American Homes
Customer Answer
Date: 06/12/2025

Complaint: 23335667

I am rejecting this response because: The signed agreement had a financing condition that the "deposit" would be returned if financing was not obtained. In this case, financing was not obtained, and the "deposit" is to be refunded. The addendum's purpose was to correct the spelling of one of the buyer's names as stated by ***** ******. Richmond Homes deceptively added in the statement "EMD is hard upon signing" into the same addendum without defining what EMD was in either the original purchase agreement or the addendum. Failure to return the "deposit" as stated in the original purchase agreement is not only a direct violation of the terms, but the Richmond agents have also now admitted to a scheme of surreptitiously attempting to add terms to a Purchase Agreement using undefined acronyms, vague and ambiguous language. This was a bait and switch operation, and Richmond used unfair, abusive, and deceptive business practices to our family and other prospective home buyers in ******** and across the nation. We have requested response from ****** ***** - VP of Operations, **** ******* - Division President, ***** **** - Senior *********** Counsel/In-House Counsel, **** ******** - Chief Operating Officer and we have been blatantly ignored. We have filed complaints with **** and the Colorado Attorney General and our claims are being reviewed.

Sincerely,

**** ********
Customer Answer
Date: 06/17/2025
Hello -
In section 3 -Payment of the Purchase Agreement it states in 3.1 Total Purchase Price that the buyer has deposited with Seller $25,000 as "Deposit" upon the execution of the Agreement by the buyer. Under this same section there is a check **** that this Agreement is subject to the Financing Condition of the Agreement. In section 6. Financing Condition in the Purchase Agreement, there is a section labeled 6.4 Failure to Obtain Loan Commitment; Extensions. In this section it states "If Buyer, after full cooperation, does not provide a written Loan Commitment by the Loan Commitment Date, as such Loan Commitment Date may have been extended in writing by Seller, Seller may terminate this Agreement, and the Deposit, and the Personalization Deposit shall be refunded to Buyer, except that portion attributable to Personalization selections already ordered by Seller, and both parties shall be relieved of further obligations under this Agreement." These sections clearly show the $25,000 is called a "Deposit" and due to the failure to obtain a loan commitment, the "Deposit" is to be refunded to Buyer.
Business Response
Date: 07/02/2025
Dear Accredited Business Resolutions Specialist:

Regarding the section 3 referenced by the buyer, the signed addendum clearly states, If this Addendum conflicts with, varies from or modifies the Purchase Agreement,the terms, conditions, and provisions of this Addendum shall govern and control the rights and obligations of Buyer and Seller. The verbiage in the addendum removes the refund eligibility referenced in the financing contingency section.

Please let us know if you have any questions.

Sincerely,
**** *****
Director of Sales
Richmond American Homes
Customer Answer
Date: 07/07/2025

Complaint: 23335667

I am rejecting this response because:
This response is unacceptable, as have been the repeated responses from Mr. **** ***** and the sales team. We are formally requesting that this matter be escalated beyond Mr. ***** and the sales team and reviewed by Richmond American Homes legal department, as it pertains to a substantive contractual issue involving ambiguity and undefined terms within the purchase agreement and addendum.
The original purchase agreement clearly refers to the funds we as the buyers deposited as a "Deposit" and includes a clear financing contingency stating that if a loan commitment is not secured, the Deposit will be refunded to the buyer. That is exactly the situation we encountered. We were unable to obtain financing and have complied fully with the notification process.
Mr. ***** continues to reference an addendum, which was originally presented and created solely for the purpose of correcting the buyer's name. However, within that addendum, the phrase EMD is hard upon signing was quietly inserted. This terminology EMD is never used, defined, or correlated to the term Deposit anywhere in the original agreement or in the addendum itself. The inclusion of such a significant clause in a document meant to address a clerical correction is both misleading and procedurally improper.
As a matter of basic contract law, new terms introduced in addenda must be clearly defined, especially if they are meant to override or modify existing terms. In this case, the term EMD appears for the first time in the addendum and is not explained or tied back to the previously defined "Deposit." This lack of definition introduces legal ambiguity.
Furthermore, there is no indication in the addendum that the phrase EMD is hard upon signing is intended to override the financing contingency in the original agreement. The introduction of this clause, within an unrelated administrative amendment, without any context, explanation, or acknowledgment of its impact on previously agreed-upon terms is deceptive, misleading, and legally flawed.
We believe we are being unfairly penalized due to poorly drafted and ambiguous contractual language. We respectfully request BBB escalate this past the sales team and insist that Richmond American Homes honor the clear language of the original agreement and refund our deposit in accordance with the stated financing condition.

Sincerely,

**** ********
Initial Complaint
Date:05/12/2025
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.
We do not get heat on the first floor and on the second floor only the master bedroom has heat. Also when using the water valve on the side if the house. You can hear it turn off and on through out the entire house. Their is a hole in the master bedroom shower tile. The roof on the front East corner is bulking up and needs repair. In the master bedroom bathroom when you turn on the water using the second sink. It makes a noise like leaking water and this is an issue in the toilet room, also. If there is no heat may not be able to air condition the entire house. Who can help address and resolve these issues. Warranty not being honored.
Business Response
Date: 05/16/2025
Dear Accredited Business Resolutions Specialist:

On 5-14-2025, ***** Montana reached out to Ms. ***** via email. Richmond has not received a response back. The home is in year first year, we recommend that Ms. ***** submit a warranty performance request in writing to *** at **************************************************.

We apologize for any frustration our customer may have experienced.

Please let us know if you have any questions.

Sincerely,
*** ****
Director of ********** Denver Division
Richmond American Homes

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