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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

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Richmond American Homes has 41 locations, listed below.

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    Customer Complaints Summary

    • 493 total complaints in the last 3 years.
    • 88 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/25/2024

      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.
      Closed on a new build construction home from Richmond American Homes on 15 July 2020 in ****, **. July of 2023 we woke up to our ceramic floor tiles in the front hallway have popped up from the thinset holding them to the concrete subfloor and buckled/snapped in half. I called Richmond American's warranty line let them know who my home's supervisor was, ***********************, and they advised me that my warranty on the floor was only good for 1 year and told me there was nothing they could do. We called a flooring contractor to come look at it and they said the subfloor was not properly wet sponged before installation and thinset was not applied to both the subfloor and each ceramic tile. December 2023, same thing happens again in our kitchen. Now June 2024, our entire living area has cracked away from the thinset that should be holding the ceramic tiles in place to the subfloor. This shouldn't happen if a floor was properly adhered to the concrete sub-floor. My wife and I are looking to Richmond American Homes to do the right thing and have the flooring correctly installed like it should have been in the first place.

      Business Response

      Date: 07/03/2024

      To Whom It May ***************** contacted ***************************** via phone call on Tuesday, July 2nd.  I apologized for the issues he was having with his tile floor. I advised him that even though the tile was out of warranty, I had already forwarded the pictures and his complaint to the Director of Flooring with ******************** and the Division Operations Manager here in ****** who is also with ********************. 

      I advised him that I would follow up with them in my email next week. I also provided ****************** with the phone number for ******************** in ******* and their toll-free customer care number. I advised that it would be best for him to also contact them to advise of the problems he is having with his Albero tile flooring to see if they can assist in any way.  That would be best to tackle the issue on his end and our end to get the best results.  

      ***************** asked about my experience in these matters, and I advised that I have had dealings with this in the past regarding the tile with being outside of warranty and that in some cases the tile company/manufacturer looks to do a buyout or settlement on the floor as opposed to doing a rip out and replacement of the flooring. They may also want to come out to look at the tile and to take samples of the flooring.

      We apologize for any frustration our customer may have experienced and we will follow up with the tile company to see if in any way he can get a resolution from them regarding the tile.

      Please let us know if you have any questions.

      Sincerely,
      *********************
      Home Care Warranty Manager
      Richmond American Homes
      ************************************************ ******, *** *****

      Customer Answer

      Date: 07/09/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and **** with Richmond American Homes reached out to me and the flooring contractor they used to install my floors. Currently waiting on the flooring company to come inspect the damage to find out what they are going to offer to resolve this issue. That meeting will be on Wednesday, July 17 2024. 

      Sincerely,

      *****************************
    • Initial Complaint

      Date:06/20/2024

      Type:Sales and Advertising 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 had my final walk for my Richmond American Home in April of 2022. On my final walk I brought up many concerns and issues, which most of them were addressed in some way. One issue that I brought up at my final walk and all warranty walks was there was a large crack in the garage floor that I stated I was concerned about. The back end super informed me to bring it up at the 12 month walk to ensure it was addressed if it had gotten worse. I brought it up multiple times, to which the warranty representative stated all they could do was some "concrete patching"; that consisted of a glorified caulking. Now that it has been over two years since we closed on the house, the concrete has shifted on both sides of the garage, causing the garage door to be affected when closing and creating gaps along the side. I had brought up the garage floor concern at every pre-closing walk and every warranty walk. This would not have been an issue if the garage floor was addressed instead of putting a "bandaiad" on the to make me as the homeowner feel as if the Richmond Warranty had actually addressed it. Our warranty representative has been worthless, rude to my wife and neighbors and quite frankly I am surprised he still is working for Richmond American Homes.

      Business Response

      Date: 07/01/2024

      Dear Accredited Business Resolutions Specialist:

      Our area Home Manager, *************** reached out by Phone on 06/21/2024Richmond will replace two stones of the garage floor. The two stones the overhead door rests on.

      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 of ********** South Division
      Richmond American Homes

      Customer Answer

      Date: 07/02/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID *********** it is determined by the concrete tradesman that the rear two stones are not dipping as well, then I find that this resolution is satisfactory to me.

      I greatly appreciate your assistance, 

      *********************

    • Initial Complaint

      Date:06/20/2024

      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.
      1. A.C. has been repaired adjusted for air low. Down stairs vent were not pushing out the adiculate airflow to the downstairs bedroom and coffee room Upstairs rooms do not cool down.Richmond America has sent out the a.c company multiple time and they just gave up.2. 2yrs after living in the home which was bought brand new the paint started to fade in all the rooms and halfway it started to turn white.3. When we bought the home Richmond America told us they installed plywood behind all the towel bars and toilet paper holder so they would not pull out from the wall. ******* was never installed once we contacted Richmond they said there was nothing they could do.4. We seen a cracked tile on the roof reported was told to glue it that they would not repair or replace it....

      Business Response

      Date: 06/28/2024

      To Whom It May ****************** have recently been in contact with our homeowner, *****************************, and have gone over the concerns noted as outlined in the agreed upon RWC warranty program.  The mentioned issues of AC, paint, cracked roof tiles and towel bar/toilet paper holder are all maintenance items that the homeowner is responsible for and those requests have been denied.   

      We apologize for any frustration our customer may have experienced and will continue to work towards addressing any future requests.

      Please let us know if you have any questions.

      Sincerely,
      Richmond American Homes

      Customer Answer

      Date: 06/28/2024

       
      Complaint: 21875893

      I am rejecting this response because:

      Sincerely,

      *****************************

      The compliant of the towel bars is not a maintenance issue. When your company failed to install the plywood backing behind them.

      The paint through out the house even we're sun light does not hit is fading.  In my 30 yrs I have never seen anything like it specially with in a short time frame...

      Just shows the quality of materials being used and the lack of responsibility the company on the company part to stand behind the homes they build.

      A.C. never was fixed tell this dayvwe lack air flow to the downstairs rooms.

       

       

       

      Business Response

      Date: 07/09/2024

      To Whom It May ****************** have recently been in contact with our homeowner, *****************************, and have gone over the concerns noted as outlined in the agreed upon RWC warranty program. 

      The mentioned issues of towel bar/toilet paper holder applications are not a requirement and those requests have been denied. 

      We apologize for any frustration our customer may have experienced and will continue to work towards addressing any future requests.

      Please let us know if you have any questions.

      Sincerely,
      Richmond American Homes

      Customer Answer

      Date: 07/09/2024

       
      Complaint: 21875893

      I am rejecting this response because:

      Sincerely,

      *****************************

      Reason is that the plywood that was to be installed behind d towel bars and toilet paper holders were never installed. 

      So this is not a maintenance issue because if they were installed they would have not pulled out.

      And to find out they were never installed you would have to have 1 pulled out to be able to see that.

       

    • Initial Complaint

      Date:06/19/2024

      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.
      I am writing to file a complaint against Richmond American Homes concerning unresolved issues with flooring and driveway work in my home. Despite multiple attempts to communicate and resolve these problems, the company has not responded or taken appropriate action.1. Living Room Flooring: - Issue: After recent work by the company's team, there is a noticeable bump in the living room floor. The floorboards around this area are causing an indentation and appear to have a fissure. Additionally, there is still a dip around the bump, and a previously chipped floorboard that needed fixing was left unattended. - Communication: I have contacted *** (the person in charge) multiple times, including an email sent on June 10th, but have received no response.2. Concrete Driveway: - Issue: The concrete driveway has significant issues that need fixing. After discussing this with ***, I did my due diligence and discovered that the company had fixed the driveway at 102 Triangle Court for the owners. Given this, I believe it is only fair that my driveway issues are also addressed. - Communication: I have brought this to ***'s attention but have not received any feedback or resolution on when the driveway will be fixed.Desired Resolution:1. Immediate attention to the living room flooring issues, including sending a different set of floor workers if necessary, to fix the bump, indentation, fissure, and the previously chipped floorboard.2. Scheduling and completing the necessary repairs to fix the concrete driveway promptly.3. Make sure all correspondence is done via email to ensure paper-trail I hope to resolve this matter amicably and promptly. I look forward to your assistance in ensuring that Richmond American Homes addresses these issues effectively.Thank you for your attention to this complaint.

      Business Response

      Date: 06/27/2024

      Dear Accredited Business Resolutions ******************************** Specialist reached out to this homeowner and scheduled an appointment, to review the *** floor issues and to discuss the non-warrantable driveway issue, for June 26, 2024, at 10:00 a.m.

      Unfortunately,he was unable to keep the appointment and contacted the homeowner to reschedule. He suggested July 8, 2024, between 2-4 p.m. The homeowner responded that they would circle back on a new date early next week.

      Please let us know if you have any questions.

      Sincerely,
      ***********************
      Sr.Departmental Coordinator, Mid-Atlantic Division
      Richmond American Homes

      Customer Answer

      Date: 06/27/2024

       
      Complaint: 21872464

      I am rejecting this response because: I would like to keep this complaint open until all work specified in the initial report is completed. 

      While the floor issue is being rescheduled, the driveway issue has not been addressed. 

      Sincerely,

      ***************************

      Business Response

      Date: 07/09/2024

      Dear Accredited Business Resolutions Specialist:

      An appointment is scheduled to meet with our homeowner on 7/10/2024. Please note that the driveway concern is not a warrantable issue. As our homeowner is aware, her home care specialist is going to discuss the driveway with them again at the appointment on 7/10/2024.

      Please let us know if you have any questions.

      Sincerely,
      ***********************
      Sr.Departmental Coordinator / Mid-Atlantic Division
      Richmond American Homes

      Customer Answer

      Date: 07/10/2024

       
      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.

      I will trust that the mentioned promises made by the company of having the driveway fixed, floor issue and any other outstanding issues will be taken care of in the coming months. 

      Sincerely,

      ***************************
    • Initial Complaint

      Date:06/13/2024

      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.
      During our 1 year warranty walkthrough in October 2023 we brought up that our front yard and driveway were sinking. We were told by the Richmond Warranty Representative (****) that since it was not greater than 6 inches it could not be fixed at this time. He did take a note of it and to contact him if/when it becomes greater than 6 inches. Fast forward 6 months later it not only has become greater than 6 inches, the driveway is now cracking in various places. Some of the cracks have become so deep I have tripped over them and my three year old has tripped and fallen. So not only has this become a cosmetic issue but also a safety issue. When we contacted the Richmond *************** we were told because it is been over a year our warranty has expired and there is nothing Richmond can do. We have seen all of our neighbors get their driveway and/or yard repaired by Richmond and they all moved in before us (We are the last ones to move into the culdasac) so they are well past their 1 year warranty expiration. We invested a lot into this home and we just want to enjoy it without fear of danger at our doorstep. Thank you!

      Business Response

      Date: 06/24/2024

      Dear Accredited Business Resolutions Specialist:

      We contacted ******************************* by phone and left message on 06/24/2024. Our area Home Director, *************** reached out to ********. We offered to do a buy out in lieu of repair. We will get the paperwork mailed out to ******** next week.

      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 of ********** South Division
      Richmond American Homes

      Customer Answer

      Date: 06/24/2024

       
      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,

      *******************************

      Customer Answer

      Date: 07/31/2024

      Please reopen Case #********. I received a call from *********************, a representative from Richmond Homes stating that he would send us the release that they are paying out for the driveway. That was June 24 and we have still not received it. We have tried calling his office numerous times and have not heard back. Please advise what we should do next. Thank you!

      Very respectfully,
      *******************************

      Business Response

      Date: 08/05/2024

      Dear Accredited Business Resolutions Specialist:

      We contacted ******************************* by phone on 07/31/2024 and left a message. Our area Home Director *************** apologized for the delay. He agreed to get a bid and a release sent within the next two weeks. If there are any questions ******** can call me at ************.

      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,
      Richmond American Homes

      Customer Answer

      Date: 08/05/2024

       
      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,

      *******************************

      Customer Answer

      Date: 09/20/2024

      Good afternoon, 
      Please reopen Case #********. On August 16, a person from a concrete company came over to take pictures and get an estimate for Richmond. Since then we have not heard any follow up from Richmond on what is planned next. Please advise what we should do next. Thank you!
       
      Very respectfully,
      ******** *******

      Business Response

      Date: 09/26/2024

      Dear Accredited Business Resolutions Specialist:

      We contacted ******** By phone on 09/26/2024. We agreed to send a release for the driveway on Monday the 30th.

      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 of ********** South Division
      Richmond American Homes
    • Initial Complaint

      Date:06/09/2024

      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.
      On page 2 of the termination agreement, the seller clearly mentioned that they will refund the processing fee of $500, but we haven't received the refund as of today.

      Business Response

      Date: 06/20/2024

      Dear Accredited Business Resolutions Specialist:

      The refund for *************************** $500 fee has been processed and a check has been sent via ***** under tracking number 7769 4913 2155.

      Please let us know if you have any questions.

      Sincerely,
      ***********************
      Vice President of Sales, Southern California Division
      Richmond American Homes
    • Initial Complaint

      Date:06/08/2024

      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.
      Move in date is 3/29/2024.Submitted Warranty claim 4/9/2024.(Warranty Rep is ************************* | *************************** | ************************************************* rep transfers from ************************* to ************************* | **************************************** 5/2/2024 and ****** tells me to open up a new ticket with Aleks)Pre walkthrough found many issued with the house. Submitted documents to ****** 3/6/2024.Walkthrough with unresolved fixes promised to fix through warranty by ****** 3/22/2024.Unresolved Warranty Claim issues from claim submitted on 4/9/2024:1) Flush Mount Fireplace:Fireplace is not flush with the wall, which is uneven, bulging.The wall has multiple unaddressed cuts and cracks from incomplete repair attempts, still unresolved as of 6/8/2024.2) Fireplace Key Housing:Key Housing is crooked and sticks out of wall.Work began 4/24/2024 (cutting the wall, leveling, patching, texturing) but the wall requires further sanding and painting as of 6/8/2024.3) Wiring Issue and Fire Hazard:TV wire routing tube, improperly secured and pieced together, fallen on top of fireplace. Trash posing a fire hazard is also found on and around fireplace. Work began on 4/24/2024, the electrician cut a hole in the wall, re-routed the wiring and removed debris, but the wall requires further sanding and painting as of 6/8/2024.4) Wall Texture:Large visible patch in wall on top of electrical switch with unmatching texture to surrounding wall.Work began on 4/24/2024, but the wall requires further sanding and painting as of 6/8/2024.

      Customer Answer

      Date: 06/14/2024

      Move in date is 3/29/2024 Submitted Warranty claim 4/9/2024 (Warranty Rep is ************************* | *************************** | ***************************************** (Warrant rep transfers from ************************* to ************************* | **************************************** 5/2/2024 and ****** tells me to open up a new ticket with Aleks) Unresolved Warranty Claim issues from claim submitted on 4/9/2024: Bulging Wall Due to Plumbing Pipe: Initial repair date 4/24/2024 (Problem not fixed)(I showed **** and he agreed that the bulge was still there). Warranty Rep changed from ****** to Aleks 5/2/2024. Aleks comes to assess the situation on 5/8/2024 (no agreement on a solution at this time). ***** came out with plumber on 5/20/2024 to assess the bulge issue (no agreement on a solution at this time). ***** sets a final inspection for later that day with his manager ***** on 5/20/2024. We agreed on the solution for the issue. ***** and ***** promised to bring in a different and better drywall company. They promised that the drywall will get cut out from floor to ceiling, spacers are used behind drywall to allow clearance so the drywall does not push against the plumbing pipe, and drywall will be installed straight and leveled with no bulge. ***** confirmed through email that that is correct and that we are on the same page. 5/23/2024. ***** set up appointment for all day fix of bulge issue on 6/6/2024. He brings same drywall company and refuses to fix as promised. Drywall worker confirms that the pipe is the issue, and covers the hole with drywall, leaving a cut out showing that the pipe is touching the drywall and that the joint section of the pipe is protruding even more passed the drywall. ***** ends up walking out saying he will not uphold his part of the agreement to fix the wall as previously promised by his manager *****. ***** sends email on 6/7/2024 confirming that he will not be fixing it as promised.

      Business Response

      Date: 06/17/2024

      To whom it may concern:

      We are in receipt and are responding to the Better Business Bureau case referenced above.

      Our ********* manager as well as local ********* representative have been in contact with homeowner. Scope of work has been discussed and agreed upon. We have received homeowners availability and are working with the trades to schedule for necessary repairs that need to be completed. *** did not promise to bring in a different drywall trade. If this is unacceptable the homeowner can review the *** outlined in the purchase and sale agreement.

      We have advised to our homeowner that moving forward for best results she should continue to utilize the Richmond American Homes Warranty Request form online to request timely service -(*********************************************************************).
      If I can be of further assistance, please dont hesitate to contact me directly.

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

      Customer Answer

      Date: 06/17/2024

       
      Complaint: 21821716

      I am rejecting this response because:

      Scope of work has not been agreed upon. ***** did say that he would do the work as previously discussed, however, I sent a follow up email, listing all of the issues that still needed to be fixed and asked him to confirm through email that that list would be fixed as stated and he has not been able to confirm that list. RAH did promise to bring in a different drywall trade. *****, told me in person and did not stand by his word, the same way he and ***** did not stand by their word of how the issue would be fixed. Because there is a complete lost of trust, due to things being promised to me and then those things completely being taken back once the trades arrive to do the fix, I will need confirmation of my email about the repairs being made, as well as the actual repairs to be completed as promised before closing the ticket. No more false promises, my wife and I just want our house fixed.

      Sincerely,

      ***************

      Business Response

      Date: 07/03/2024

      To whom it may concern:

      We are in receipt and are responding to the Better Business Bureau case rejection response referenced above and received on June 27, 2024.

      Our ********* Manager was on site to manage the trades and scope of work to satisfy the homeowner. Local Rep has also been on site and in communication with the homeowner. Our ********* manager offered to do an additional homeowner orientation to clear up any uncertainty and go over warranty and maintenance information for the home. Once a date is set that appointment will take place. At this time, all work is set to be completed Wednesday July 3rd, 2024.

      We have advised to our homeowner that moving forward for best results she should continue to utilize the Richmond American Homes Warranty Request form online to request timely service -(*********************************************************************).
      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:06/07/2024

      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, Krishna and *****************************, entered into a contract with Richmond American Homes on August 30, 2021, for the property located at ********************************************* we put down an ******* money deposit of $13,399. However, unforeseen circumstances rendered us unable to proceed with the purchase. Our family encountered a pressing emergency that demanded our immediate attention, financial commitments towards hospital expenses, and additional travel expenditures in ***** and *****. However, Richmond American Homes allowed us to redirect the funds initially designated for ********************** towards another property built with their organization. In April 2024, *****************************, a Sales Associate, presented us with an opportunity to consider a property at **********************************. Prior to finalizing the contract for this new property, ******* guided us on the requirement to supplement our payment with an additional $8,101 to secure the purchase. Furthermore, ******* clarified that in the unfortunate event of a loan denial, we would be entitled to a refund of $7,601, with a deduction of a $500 administrative fee imposed by the builder. Accordingly, on April 10, 2024, we proceeded to sign the contract and fulfilled the additional payment obligation of $8,101. However, subsequent to the contract signing, ****** was compelled to depart for ***** due to another urgent family emergency, exacerbating our financial and emotional strains. ??Regrettably, despite having our loan denied, Richmond American Homes has failed to refund our ******* money of $8,101, as stipulated in our agreement, with a deduction of the agreed administrative fee. Despite our efforts to communicate our predicament and seek assistance from ***************************** and subsequently from *******************, Vice President and Head of Sales, we have encountered significant unresponsiveness and a lack of cooperation. Attached below is the proof of conversation with *******, loan denial letter, recent travel itinerary

      Business Response

      Date: 06/11/2024

      Dear Accredited Business Resolutions Specialist:

      We contacted *********************************** directly on June 11th, 2024.  Our Vice President of Sales, ******************* reached out to him by telephone and email to inform ******************** that his ******* money refund was non-refundable as referred to in the terms of the purchase agreement signed 04/10/2024.  

      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,
      Richmond American Homes

      Customer Answer

      Date: 06/13/2024

      We, ******* and *****************************, entered into a contract with Richmond American Homes on August 30, 2021, for the property located at ********************************************* we put down an ******* money deposit of $13,399. However, unforeseen circumstances rendered us unable to proceed with the purchase. Our family encountered a pressing emergency that demanded our immediate attention, financial commitments towards hospital expenses, and additional travel expenditures in ***** and *****. However, Richmond American Homes allowed us to redirect the funds initially designated for ********************** towards another property built with their organization. In April 2024, *****************************, a Sales Associate, presented us with an opportunity to consider a property at **********************************. Prior to finalizing the contract for this new property, ******* guided us on the requirement to supplement our payment with an additional $8,101 to secure the purchase. Furthermore, ******* clarified that in the unfortunate event of a loan denial, we would be entitled to a refund of $7,601, with a deduction of a $500 administrative fee imposed by the builder. Accordingly, on April 10, 2024, we proceeded to sign the contract and fulfilled the additional payment obligation of $8,101. However, subsequent to the contract signing, ****** was compelled to depart for ***** due to another urgent family emergency, exacerbating our financial and emotional strains. Regrettably, despite having our loan denied, Richmond American Homes has failed to refund our ******* money of $8,101, as stipulated in our agreement, with a deduction of the agreed administrative fee. We only seek the amount of $7601 after the 500 deduction from the ******* money initially deposited, in the amount of $8101on April 10, 2024 because our loan was declined. We had received the declined loan letter from Richmonds lender within 30 days of signing the contract for the house. Despite our efforts to communicate our predicament and seek assistance from ***************************** and subsequently from *******************, Vice President and Head of Sales, we have encountered significant unresponsiveness and a lack of cooperation. We ask you to please help us resolve this because a total loss of  $21500 at this point would be utterly devastating. Attached below is the proof of conversation with *******. Loan denial letter, recent travel itinerary.

      Thank you 
      Have a great day
      Sincerely 
      ******************************* & *****************************
      Assigned Case ID: 21819268
    • Initial Complaint

      Date:06/05/2024

      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.
      9/2022 - moved in to Richmond American Homes $624K. Shortly there after I submitted a long list of repairs/replacements/missing items through their online portal. These are in addition to the initial list of things found during the walk through of the home. After 21 months later, I still have 1 item that needs repair and/or replacement. The kitchen exhaust hood shroud was pushed in (visibly dented) and does not align properly with the vent/hood. Last contact I had was via text on April 1, 2024. ******* (Richmond POC) has not responded to my text since then. Calling the Richmond **** care warranty at ************ is of no help since no one is available to answer the phone. Leaving messages were also a waste of time.My experience is not an isolated one. Every one of my neighbors I talked to have similar unpleasant experiences to share. It was an ongoing process from Sep 2022 and until now. ******* is my 4th point of contact (POC). It was a slow and painful process but it was moving until it stopped in April.Writing this complaint is my last resort to. Please advise.

      Business Response

      Date: 06/13/2024

      Dear Accredited Business Resolutions Specialist:

      We contacted the homeowner directly on 6/6/24 through ************* Department.And we are scheduled for June 11, 2024, to meet at the property All appointments have been confirmed by the homeowner.

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

      Please let us know if you have any questions.

      Sincerely,
      *****************.
      Home Care Director
      Richmond American Homes

      Customer Answer

      Date: 06/17/2024

       
      Complaint: 21807690

      I am rejecting this response because: I heard the same excuses before and one of them was the need to contact GE. The only resolution to this problem is for them to replaced the hood. I had a face to face meeting with them on 6/11 and I still have to hear from them as to when the fix will happen.

      Sincerely,

      *********************

      Business Response

      Date: 07/01/2024

      Dear Accredited Business Resolutions Specialist:

      We contacted the homeowner,via text on 6/26/24 to let him know we have been informed that parts are currently on back order. However, we have been provided with an estimated time of arrival for the parts, which is expected to be July 2 at L.A, **********.

      As soon as the parts arrive at *********, **, we like to schedule an appointment to proceed with the installation of the new hood and vent parts.

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

      Please let us know if you have any questions.
      Sincerely,

      *****************.
      Home Care Manager.
      Richmond American Homes
    • Initial Complaint

      Date:06/04/2024

      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.
      We have lived in Richmond American's *************************** in **************, ** since the end of April 2024 and do not have mail service. We signed our sales contract in February 2024 which is plenty of time for Richmond American to set up a mail kiosk and give us a key. I have spoken with the *** (********* Management) and was told it was Richmond American's responsibility, not the *** or the developer's (Tricord) Homes). I have spoken with the sales office which has no idea why establishing mail service is taking so long. I also have spoken with the Postmaster at our local post office and he is also upset about having to hold our mail. He added that the mail kiosk should have been set up and operational BEFORE anyone moved into the community.

      Business Response

      Date: 06/05/2024

      Dear Accredited Business Resolutions Specialist:

      This is a new community with only two homeowners currently. Our team is working diligently with our vendor to install the boxes as soon as possible. Once that occurs the Sales Manager will distribute keys to the occupants of both homes.

      We apologize for any frustration our customer may have experienced, but we are working to resolve the concerns as promptly as possible.

      Please let us know if you have any questions.

      Sincerely,
      ***********************
      Sr.Departmental Coordinator, Mid-Atlantic
      Richmond American Homes

      Customer Answer

      Date: 06/06/2024

       
      Complaint: 21801747

      I am rejecting this response because the issue is not resolved. I still do not have mail service. The response contradicts Richmond America's assertion that our community must have 25% occupancy to have mail service. Currently there are only two homeowners and only 2 move-in ready homes. It will take awhile to reach 25% occupancy and that is not "working to resolve the concerns as promptly as possible."

      Sincerely,

      *********************************

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