Complaints

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

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  Richmond American Homes

  4350 S Monaco St Denver, CO 80237-3400

  
• 

  Richmond American Homes

  104 W Grand Ave Escondido, CA 92025

• 

  Richmond American

  17310 Redhill Ave Irvine, CA 92614

• 

  Richmond American

  5171 California Avenue, Suite 120 Irvine, CA 92617

• 

  Richmond American Homes of Arizona, Inc.

  3333 E. Camelback Road #240 Phoenix, AZ 85018

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: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.

  Exposed wiring in garage accepted on one year walk/warranty, communication over two years and now refusing to correct the issue. Home bought brand new build. Have worked with local *********, have elevated issue to corporate who only prompted local folks to respond. Sent another complaint to corporate as exposed wiring is a shock, damage and fire hazard.

  Customer Answer

  Date: 05/13/2025

  Full Address:  ***************************************

  

  Business Response

  Date: 05/22/2025

  To Whom It May Concern:
  
  We have recently been in contact with our homeowner, ********* *******, and have gone over the concerns noted and have scheduled all warrantable items as outlined in the agreed upon RWC warranty program. 
  
  The issue of the surface mount garage door low voltage cable, has been denied.  This is a common and industry accepted installation. They may reference their Limited Warranty book for details. To obtain a copy of your warranty book please visit ***********************.
  
  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

• Initial Complaint

  Date:05/09/2025

  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.

  We purchased a new build home in ******, **, closing date mid-April. During the final walk through, the floors unevenness was noticed near front door. I was assured by the sales manager that floors were within industry standard. After closing on the home and receiving the keys l went ahead and purchased a 6 ft level and began inspecting. ******, the *** manufacture requires that subfloors be within a 1/8 deviation within 6 feet and 3/16 within 9 feet in all directions. 1/4 deviations were found (at 36in) in multiple areas through the home.A warranty claim was opened, when warranty ***resentative showed up to the home and found no issues.I reached out to the manufacture's tech support, and they advised that floor needed to keep tolerances set by them the manufacture. I had a certified inspector (FCITS) come and inspect floor; ***ort shows that current installation is out of allowable deviation tolerance. I was only concerned with one area. Multiple were found after inspection.I have reached back out to the Builder, their response (warranty **** was that floor was installed at manufactures recommendation at initial install and that with the home settling LVP deviation outside of threshold is unavoidable and OK because it is still within the framing tolerance (floor framing tolerance is 1/4). They advised that they will not deviate from building practices or consider anyones opinions from floor inspectors or floor installers. If what warranty *** is saying is true, is there a time frame LVP subfloors must hold deviations? I feel like they are saying @ 8am when subfloor was checked, floors were fine, 5pm the same day after LVP install, it is now out of deviation but were going off by what we saw at 8am.The only p***ping that was done to subfloors was that they burned the subfloor at the seams to create the flattest working area (building practices). Not 100 percent sure if this ok, or code compliant. Ive read that burning subfloors can weaken them structurally.

  

  Business Response

  Date: 05/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted ****** ******** directly on April 29th.Our area ********* Supervisor, ***** *******, reached out to him by email. The flooring is currently within the warranty standards. Attached is the Warranty verbiage for flooring.
  
  ***** ******* explained this to Mr. ******** as outlined in the agreed upon *** warranty program. The homeowner should contact the *** at the email address we provided to them with, as they are in the best position to assist them with this situation.
  
  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 ********, **********
  Richmond American Homes

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23311667
  
  I am rejecting this response because:
  

  I have been given three different reasons by three different Richmond American *************** of there not being any issue with flooring. The latest, that this floor is within that warranty guidelines. If it is, not sure why warranty book would have anything related to resilient flooring. At this time, I'm going off of the Manufacture recommended deviation tolerances and also the ***** inspector recommended by Mohawk, the manufacture of the floor in question. I would also like to point out that this concern is towards the flooring and not to any of the employees we have communicated with, everyone has been nice and above all very professional.

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

  Customer Answer

  Date: 05/19/2025

  Floors are not within the manufactures recommended deviation thresholds please see report for more details. Certified floor inspector recommended by floor manufacturer noted this in report.

• Initial Complaint

  Date:05/09/2025

  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.

  I recently bought a new house from Richmond homes and the warranty process has been terrible. After multiple times of them fixing issues they have taken months to get most of the items completed. Our brand new irrigation system wasn't installed correctly and it is hammering. I was told by Richmond that it would be fixed and even had it scheduled. They never came and the lady I was working with no longer works there. Her boss is saying that it is not covered under warranty. I would understand if it was doing this after the warranty period, but it has done this since we moved in. After multiple times in trying to get them rescheduled to do this, they are now completely ignoring me. The employee I have been working with is ***** Montana. I am now having to fix this myself because the piping will eventually break and flood my basement if it doesn't get fixed.

  

  Business Response

  Date: 05/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  The home closed on 1-10-2024. The home is in year two. 
  
  On 3-24-2025, ***** Montana explained to Mr. ***** that the lawn sprinkler system is excluded from coverage of the express *** limited warranty and Richmond cannot resolve this request on his behalf. Warranty performance requests must be made in writing to *** at ************************************ No one at Richmond can amend or extend warranty coverage.
  
  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: 05/12/2025

   
  Complaint: 23309670
  
  I am rejecting this response because: this was brought up in the one year window. It has just taken this long because they aren't fixing the problem. This was brought up to ****** with Richmond and was scheduled to be taken care of within the year time window of the warranty. It was scheduled in October, but was not taken care of. You can see the house was bought in January, so there was no way of knowing the brand new system they installed was not working because it was the middle of winter. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/22/2025

  Dear Accredited Business Resolutions Specialist:
  
  The home closed on 1-10-2024, the home is in year two. In October of 2024, Richmond dispatched the plumber to inspect Mr. ****** concern. The plumbers determination is below:
  
  Sent: Friday, October 18, 2024 10:32 AM
  Subject: Re: ******************************************
  
  The pressure was turned up all the way at the prv by whoever landscaped the backyard I turned down the pressure she was still hearing it on 1 zone which is the zone valve closing quickly 
  The plumbing isnt a problem.
  
  The lawn sprinkler system is excluded by the express *** limited warranty, also, Richmond did not perform backyard landscaping in the production of the home. The home care specialist at the time made a mistake indicating the landscaper would be dispatched.  The express *** limited warranty does not cover work by others.
  
  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: 05/22/2025

   
  Complaint: 23309670
  
  I am rejecting this response because: this issue was happening before the landscaping in the backyard ever started. No one ever came into my home and touched the pressure except Richmond employees. They are now making something up that never happened. This issue was still happening after the plumber lowered the pressure, so the issue was never fixed. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/06/2025

  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 moved in our home in December of 2024 and my drive way is cracking up terribly. I reached out to the company and they told me its not covered under warranty. I just want this issue fixed. I do t think this drive way should be cracking up like this after a year.

  

  Business Response

  Date: 05/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  Ms.****** closed on her home on 12/22/2023. She previously reported her driveway concerns to us, and we inspected the driveway. She has been provided with the following information.
  
  As outlined in the agreed upon *** warranty program, the driveway is not warrantable.

  Ms.****** was provided with a Welcome Home binder at closing. Here are excerpts from that binder.
  
  Under Regular Homeowner Maintenance Checklist: Important.

  In an effort to assist Ms. ****** we also provided this information obtained from the concrete industry with additional information.

  In closing, according to the *** warranty the driveway is not warrantable. Documentation was provided to Ms. ******* at closing, directing her to seal the concrete driveway which would have prevented this issue (if the correct product was applied properly). Per our inspection the driveway was not sealed. For these reasons we respectfully deny Ms. ******* request to repair her driveway.
  
  Please let us know if you have any additional questions.
  
  Sincerely,
  **** *******
  Sr.Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

• Initial Complaint

  Date:05/05/2025

  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 had water intrusion in my home. This happened in March 2025. I had requested for a warranty but was told that my home is out of warranty. However, my home is less than 10 years old. The roof is still under warranty, even my home insurance mentioned it. I was passed off to another warranty servicer by Richmond American but has not heard any thing back. Attached are the emails confirming the requests.

  Customer Answer

  Date: 05/15/2025

  No. The complaint made back in 2024 was already addressed by the builder and was resolved. This is for a new roof leak on a different location.

  

  Business Response

  Date: 05/19/2025

  To Whom It May Concern:
  
  We recently contacted the homeowner to go over the concerns noted and scheduled all warrantable items as outlined in the agreed-upon *** warranty program. 
  
  The issue of a water intrusion at the ceiling of the patio cover has been denied,as it is past the coverage period. The homeowner is responsible for taking the actions necessary to prevent or minimize further or future damage to their home, which would be excluded from coverage.
  
  They may reference their Limited Warranty book for details. To obtain a copy of your warranty book please visit ***********************.
  
  We apologize for any frustration the 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: 05/29/2025

  Thank you for your assistance with this matter. I would like to request from the home builder the original home warranty. I have been talking to my neighbors and they are also under the impression that roof leaks are under warranty for 10 years.
  
  The home builder cited in their RWC warranty program which was not disclosed to me during the home purchase or anytime after the fact.
  
  Complaint #********
  
  Sincerely,
  ***** ********

  

  Business Response

  Date: 06/04/2025

  To Whom It May Concern:
  
  The homeowner closed escrow on their home on 9/29/2017. We have attached a sample copy of the *** document provided to the homeowner, although it is the responsibility of the homeowners to maintain their copy. We do not have access to the version that was provided at their contract signing. We do, however,have a copy of the current documentation, and the coverage has not changed.
  
  The issue of a water intrusion at the ceiling of the patio cover has been denied,as it is past the coverage period. This decision is final, and our stance remains.  Mr. ******** has been denied several times by Richmond American Homes as well as the ***. The homeowner is responsible for taking the actions necessary to prevent or minimize further or future damage to their home, which would be excluded from coverage. They may reference their Limited Warranty book for details.  To obtain a copy of your warranty book please visit ***********************.
  
  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
  

• Initial Complaint

  Date:04/30/2025

  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.

  My family moved into our Richmond American home in August 2020. They promised to complete standard post-settlement repairs after the first year. In 2021, they came once, did minimal work, and promised to return to complete the job including fixing water damage from a leaking faucet they installed.I followed up many times from ********. I was told repeatedly that they were backed up but would still finish the work, regardless of warranty status. I gave them time in 2024 as a courtesy trusting their ******* April 2025, a new person responded saying my warranty expired and no repairs were owed. That is false. I have written proof showing otherwise.Richmond American Homes broke their word and lead us to believe that they were still going to do the work. They were behind on other homes is what the long wait was for. We had no Idea they were just stalling & telling us different things because they were not coming back. The warranty work they still need to do was not even partially done.

  

  Business Response

  Date: 05/07/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Mr. ******** and set up a time to walk the home on 5-2-2025 to look at some past warranty items that were still in question or were not completed by Mr. ******** during their warranty period.
  
  At that time, my area home care supervisor was shown a list of items of cosmetic nature such as some drywall cracking, minor flooring grout touchup and caulking a backsplash and a countertop. Although much time has passed, and a service request was not submitted to our office, there were text messages between *********** and my field representative, so we agree to address these specific items for Mr. ******** as he is a valued customer and is appreciated by **********************.
  
  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,Home Care
  Richmond American Homes

• Initial Complaint

  Date:04/27/2025

  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 Mar 25, 2025, I submitted a warranty request to Richmond American since large 3" chunks of concrete were coming off of my driveway. Since I had purchased this house on July 28, 2024, I believe Richmond should stand by their 1 year warranty and fix this issue. This damage is not happening to any other driveway in the area so I believe this was a defect during the manufacturing process. A good business would stand by their product, but Richmond American has refused to fix the issue even though the residential warranty book states that 1/4" or large concrete cracks will be repaired. I have submitted supporting documents in support of this complaint showing the driveway damage, and request that Richmond repair the driveway.

  

  Business Response

  Date: 04/28/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted the homeowner on 4/22/25 to let her know that per the ******************************* exclusions SEC 1 R. driveways do not have coverage and will not be addressed.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ******* ******
  Director ********** **********
  Richmond American Homes

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23255979
  
  I am rejecting this response because: Section Ir states that "Improvements not part of the Home itself" are not covered.  However, I believe a driveway should be considered part of the home.  Any homeowner would consider a driveway a part of their home, especially when a homebuilder was the one who built it.  It has been less than a year since I purchased this house and from my perspective I believe that it is unacceptable that Richmond American would not stand by their product due to poor workmanship. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/26/2025

  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.

  Moved in and garage was close to flush and garage door closed properly. Over the last 4years I have reached out to get Richmond American in the **************** to look into what is happening. I have to readjust my garage door closed to not jam when closing. I have to take the garage opening and make it smaller has the floor is heaving in the garage.

  

  Business Response

  Date: 04/28/2025

  Dear Accredited Business Resolutions Specialist:
  
  The effective date of the express *** limited warranty is 12-31-2020, the home is in year five. Loss or damage to the garage concrete floor is excluded from the express *** limited warranty and Richmond cannot resolve this request on the homeowners behalf.
  
  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

• Initial Complaint

  Date:04/14/2025

  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.

  This builder has some shady practices.On April 7th, my mother went to their site in ********, **. She was greeted by ******* *****. She saw a home she liked, and my mother is informed that she would only have to put 2k down as a deposit to secure the home. After this when we involve our realtor, she tells us we have to give 6k, which we then ask why? we were told it was 2k. I reach out to ******* and she acknowledges that she said this, but that her management is requesting for full deposit, which is 2% of sales price. The second lie that we were told, was when we finally agreed on April 11th, giving her the 4k she wanted but we were able to negotiate it to what she had said initially, the 2k, and also to close in May. However to close in May, the interest rate would change. She stated it would go from ***** to 4.5. To which we agreed. And I gave her my card. Fortunately, the transaction was declined by my bank, and on Monday, ***** ***** sends me the sheet with the new terms ( which I requested on Friday before paying and was told that I had to wait till monday)When I get the sheet today Monday April 14th, it turns out the interest rate was actually changing to 4.9 and NOT 4.5.I have evidence of me DIRECTLY asking *******, is the change from ***** to 4.5? and she said yes. It turns out this was just a blatant attempt to secure money from me. Had the transaction not failed, I would have lost 2k, because I was not going to accept the new terms, which were COMPLETELY different to what I was told on Friday.

  

  Business Response

  Date: 04/22/2025

  Dear Accredited Business Resolutions Specialist:
  
  On April 15, 2025, I contacted ****** De La **** directly by phone and followed up with a summary of our conversation via email. We acknowledge that the issue referenced in the complaint is valid. The customers experience stemmed not from a dispute of facts regarding the required deposit amount or interest rate,but rather from a breakdown in communication and the tone in which the information was conveyed.
  
  We took the customers concerns seriously and ultimately agreed to honor the original terms discussed, which was the resolution he'd been seeking. While we regret the miscommunication that led to the complaint, we are pleased that the matter was resolved to the customers satisfaction.
  
  We sincerely apologize for any frustration the customer may have experienced and are actively working to improve our communication standards moving forward.
  
  Please feel free to reach out if any further information is needed.
  
  Sincerely,
  ***************************
  Area Sales Manager, ******* Division
  Richmond American Homes

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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.

  Per our contract with Richmond American they were supposed to come and follow up with any issues with the house at 30 days, 5 months and 10 months. We have a 1 year warranty which ends May 22 2025. We have not had ANY follow up. I have emailed and sent pictures of the problems MANY times with no response.

  

  Business Response

  Date: 04/16/2025

  Dear Accredited Business Resolutions Specialist:
  
  Thank you for notifying us of our homeowners concerns. We sincerely apologize for the delay in providing the 30-day and 10-month touchpoints. We are currently addressing an accumulation of tickets due to past staffing conditions.
  
  Just to clarify, the 5-month is a check-in only, not a service, and this check-in was sent via email on 10/8/2024. The 10-month was recently assigned in March. Our ********* Specialist has reached out to our homeowner and is meeting with her for an inspection this morning, 4/16/2025.
  
  We are committed to addressing all warrantable concerns, as outlined in the agreed upon *** warranty program, regardless of the one-year warranty expiration date.
  
  We sincerely apologize for any frustration our homeowner may have experienced and we look forward to fulfilling our obligations to a valued customer.
  
  **** *******
  Sr. Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

  Customer Answer

  Date: 04/24/2025

  RichmondAmerican Home did reach out to me and came to see what needed to be done. They have scheduled repairs for May 1st and May 2nd. Until works has been completed to my satisfaction is would prefer the case to remain open.