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:04/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The warranty process with Richmond American Homes has been a clear failure in customer service and warranty fulfillment. I submitted my professional year-end inspection report and completed my walkthrough with the representative well before my warranty expired, yet Richmond ignored my emails for status requests on the warranty repairs on most issues for almost eight ********** major concern involves nail pop repairs that were part of my warranty work. The nail pops were also identified in my professional inspection report. Richmond sent Sound Detail to perform the repairs, and the results were unacceptable. I specifically asked the team to stir the paint properly and even offered a stir stick, but they refused. As a result, large discolored circular areassome over 18 inches widewere left on my walls. I emailed and shared photos of the damage with my warranty representative multiple times after the work was completed and no action was taken to have the issue *********** confirm the cause, I brought in a General Contractor from ********** who told me he had never seen such poor workmanship. He confirmed the issues were due to improper preparation and failure to stir the paint. Another professional said he has never seen such large circular areas painted for nail pops.This kind of shoddy work reflects poorly on Richmond. I do not want Sound Detail or ILG (who damaged my floors) to attempt repainting as they are clearly not qualified. I have documented the damage and am requesting either a qualified contractor to fix it or compensation so I can hire a professional myself.

  

  Business Response

  Date: 04/16/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted **** ******* on 4/10/25 regarding her remaining items. Ms. ******** repairs are scheduled for 5/15/25 at her request.
  
  We apologize for any frustration our customer may have experienced, and we are working to resolve the concerns as quickly as possible.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  ******* ******
  Director of ********** **********
  Richmond American Homes

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23199765
  
  I am rejecting Richmond American Homes response regarding the paint discloration / defects in my home. While the company stated that the matter would be addressed in May, I have received no communication specifically regarding the paint discoloration. The only correspondence Ive received relates to hardwood repairs to be peformed in May by the subcontractor Sound Detail.  Am I to assume that the paint defects will be performed by Sound Detail on the same day as the hardwood repairs in May?

  Given that Sound Detail was also responsible for the paint defects, I am requesting the following clarifications:

  1) Process: How will Sound Detail's process differ for the upcoming paint repairs, considering they were responsible for the initial issue?
  2) Time Estimate: How many hours have been scheduled for addressing the paint defects across the several affected walls?  There are several large areas that are disclored due to improper painting and inadequate wall preparation.
  3) Quality Control: What quality control measures will be in place to ensure the paint repairs are completed properly?
  

  I consider my time just as valuable as Richmond American Homes values theirs. Until I receive clear communication, a detailed plan addressing the above points as well as acceptable painting repairs, I do not consider this matter resolved.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/28/2025

  Dear Accredited Business Resolutions Specialist:
  
  Sound Detail will inspect the drywall/paint issue when they are there for the 5/16 appointment for flooring repairs.
  
  Please let us know if you have any questions.
  
  Sincerely,
  Richmond American Homes

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23199765
  
  I am rejecting this response because: 

  In response to my complaint, Richmond American Homes stated that the paint would be remediated on 5/16/25. However, when I inquired about how the same issues would be prevented and what quality control measures would be implemented, Richmond responded that the contractor would inspect the paint issues on that day. This response does not address my specific questions, particularly as the same company that caused the damage is being assigned to perform the work again.
  As previously noted, a local general contractor confirmed that correct application methods were not followed.  I am again requesting a response on the following points:
  

  1) What specific steps will Sound Detail take to ensure the issues are addressed?
  2) Time Estimate: How many hours are allocated for the remediation process? Several large areas are affected.
  3) Quality Control: What measures will be implemented to ensure the work is completed to the required standards?

  
  This issue has remained unresolved for nearly a year. I have also attached pictures that clearly show the paint issue, which were included in my prior correspondence with the BBB. I am attaching again for reference.
  Please provide a response prior to the scheduled date.

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

  

  Business Response

  Date: 05/16/2025

  Dear Accredited Business Resolutions Specialist:
  
  Per the homeowners concerns,
  Sound Detail has an appointment on 5/16/25.
  1.They will inspect the areas in question and prepared for any repairs that day.
  2.They cannot estimate amount of time until inspected and determined to be warrantable.
  3.Per the *** warranty (see attached). 

  Please let us know if you have any questions.
  
  Sincerely,
  
  ******* ******
  Director ********** **
  Richmond American Homes

  Customer Answer

  Date: 05/29/2025

  I'm sorry I missed the notification from the Better Business Bureau. Can you please reopen and close the  complaint out as resolved with customer.
  
  Thank you

• Initial Complaint

  Date:04/11/2025

  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 closed on our home on July 31st, 2024, following an initial walk-through during which we observed a bulge in the living room wall. This was documented in our new home orientation documents and explicitly communicated to us that the issue would be addressed prior to closing. Following the final walk on July 31st, we discovered this problem persisted, a fact corroborated in our roll-over documentation. We subsequently submitted a warranty claim and a plumber was sent to assess the situation. The plumber determined that the issue stemmed from a second-floor plumbing stack pushing out the wall, a situation requiring a large repair. This information was relayed to Richmond American, where the Director of Construction Operations initially disagreed with the plumber's assessment. After protracted back-and-forth, the plumber returned to conduct a comprehensive scope of work, which revealed significant code violations. Specifically, a load-bearing stud was notched over the permitted 25% limit, and the slab under the load-bearing wall was chipped without proper engineering approvals. We subsequently brought this matter back to Richmond American, where they denied the validity of the code violations, arguing that the wall was not load-bearing. This escalated a series of problems, including grading issues, electoral concerns, and a fundamental violation of the original home plans. These issues, compounded by numerous further concerns, have culminated in this situation, these issueswere escalated to the Executive Vice President of the ******* *******. She seemed to really care and want to fix the issues until we started asking questions about who was making the decisions for the repairs of our home it wasatthis point she stated we were gonna be able to agree on a resolutionand said we would have to move to mediation.We believe this is a pattern of decision-making that has jeopardized the integrity of our home and raises serious questions about the quality of workmanship.

  

  Business Response

  Date: 04/14/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted ******* ***** and ******* ***** directly on 3/21/2025, 4/2/2025,4/3/2025, 4/7/2025 and 4/10/2025. Our area Executive Vice President, ***** *******, reached out to ******* and his wife Kaitline by telephone and email. The home was completed in 2024, and starting in July, Richmond American made several repairs for this homeowner. As the home is within the warranty period, these repairs are under warranty. Ms. ******* explained this to ******* and *******,as outlined in the agreed-upon *** warranty program. The homeowner should contact the *** at the email address we provided to them, 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,
  ***** *******
  Executive Vice President
  Richmond American Homes

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23192102
  
  I am rejecting this response because:
  As stated in the response from the Richmond the home is under warranty until July 2025. As for them saying they told us to contact the *** that is simply false and I am happy to provide all email communions between all parties proving such. The *** does not take over until the warranty we have with Richmond ends and any open claims prior to the end of the 1 year warranty or code violations as this is are the responsibility of the builder. Please refer to the Florida RWC section D paragraph 6. which states code violations are not covered by the *** warranty and are the responsibility of the builder. This is not just a defect as Richmond is trying to claim. The original mentioned violation in this complaint is not the only violation in our home.

  I filed this complaint because we were told after asking simple questions about who was making decisions about our home that we were going to be unable to come to an agreement and that Richmond wanted to move this over to mediation. Again I can provide emails showing such.

  Our ask is simple, bring our home up to code and in accordance with the approved plans as is required by the state of ********

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

  

  Business Response

  Date: 04/18/2025

  Dear Accredited Business Resolutions Specialist:
  We have been in frequent contact with Ms. ***** and Mr. ***** regarding their concerns and have worked to schedule and complete repairs that have been deemed warrantable.Unfortunately, the customers have repeatedly canceled trade appointments that would accomplish this, claimed additional code violations that are in dispute,and requested compensation for their personal inconvenience.  
  
  Our Executive VP reached out in good faith to discuss the situation with the homeowners and see what could be done to reach a fair conclusion. She provided multiple options for resolution, including compensation for actual repair costs, which theyve declined. We regret that things have escalated to this point, but lacking a constructive path forward, weve recommended they pursue mediation. This is our final decision on the matter.  
  
  Thank you,
  **** ********
  Director of Construction Operations
  Richmond American Homes

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23192102
  
  I am rejecting this response because:

  As **** claims, we did not cancel any trade appointmentsno repairs were ever scheduled for this issue. Richmond attempted to set up a repair without first obtaining the required engineering report and permits to ensure the work met Florida Building Code standards. There are also no code violations currently in dispute. The code is explicit, yet Richmond refuses to accept responsibility and acknowledge they messed up. As noted in their prior response, they have opted to try and shift liability to another party rather than address the matter directly. Theyve made it clear they do not intend to resolve these issues and are taking every measure to avoid accountability. Although theyve expressed a desire to move to mediation, they have provided no details on how to proceed. 

  We were also not seeking any financial compunction. We wanted the impact this issue and the scale of the repair to be taken into an account and when questioned about it we were shutdown and told they wished to proceed to mediation. They just need to do the right thing and repair our home. 

  Again I can provide any documentation showing that Richmond is not being honest here in their replies and has zero interest in doing the right thing.

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

  

  Business Response

  Date: 05/13/2025

  5/13/25
   
  ******/******* Better Business Bureau 
  Attention: Accredited Business Resolutions Specialist
  ******************************************************************************************
   
  RE: BBB Case # ********
   
  Dear Accredited Business Resolutions Specialist:
  
  Richmond American Homes has made several attempts to schedule repair appointments with Mr. ***** and Ms. ***** regarding the wall. On March 17th, a proposed work schedule, commencing March 31st and concluding April 4th, was communicated via email. However, the homeowners did not approve of our proposed approach. Subsequently, as we were unable to reach a mutual agreement on the repair methodology, an offer of financial compensation to the homeowners for self-directed repairs was extended, which was also declined.
  
  The executed Purchase and Sale Agreement stipulates that dispute resolution should initially be pursued through mediation. Consequently, Richmond American Homes has retained ******* ****** to initiate this process. The homeowners have been in communication with legal counsel regarding mediation since April 25th; however, their agreement to proceed has not yet been confirmed as of this date.
  
  Our objective is to achieve a resolution through the mediation process, and we are optimistic about reaching an agreement with the homeowners.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  ***** *******
  Executive Vice President Orlando 
  Richmond American Homes
  

  
  

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23192102
  
  I am rejecting this response because:

  In her response, ***** conveniently omits several critical details. First, they insisted on performing all repairs without obtaining the necessary building permits, expecting us to accept unpermitted work in our home, which was absolutely unacceptable. We explicitly requested that the repairs be carried out in full compliance with the Florida Building Code and all applicable regulations, but they outright refused. Additionally, it has come to light that Richmond has been conducting other unpermitted work throughout our community, resulting in the city issuing a stop-work order against them.
  
  Furthermore, ***** neglected to address the defamatory statements and falsehoods they have been spreading. They attempted to discredit us by falsely claiming to the city that we are merely trying to get things for free and have a history of similar behavior. Their warranty manager has even gone so far as to instruct our neighbors to avoid speaking with us, especially after they began questioning Richmond based on our experience. The manager falsely alleged that we previously sued another builder and are now targeting them. It appears there are no lengths to which this company will not go to obscure their misconduct and protect their reputation.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 05/19/2025

  The issue remains unresolved. Richmond American is attempting to circumvent their contractual obligations under the Warranty of Completion of Construction agreement signed with ***. Despite being legally required to address construction defects and warranty work, they are refusing to do so. Furthermore, Richmond is engaging in demonstrably harmful behavior, including the dissemination of false and defamatory statements to our neighbors and city official. They falsely portray us as solely motivated by financial gain, despite having previously declined a formal compensation offer. Their legal counsel advises that they intend to only offer monetary compensation at mediation, and we have not yet agreed to participate. Richmonds actions suggest a deliberate effort to silence us, evidenced by the citys issuance of stop work orders, media inquiries, and prominent warning signs placed on our property to discourage prospective buyers. We are committed to ensuring the necessary repairs are made as stipulated in our contract.

• Initial Complaint

  Date:03/31/2025

  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 bought our home from Richmond American in 2020. On March 1, *************************************************************** touch with Richmond Homes and they said it only has a 1 year warranty and to all the original installer which was JLC Roofing. We had JLC Roofing come out to look and there is over 20+ tile that are sliding off, cracked or broken. The installer mentioned to us that the tiles were not all nailed in. They said they only have a 1 year warranty as well. They want to charge us $400 to change out 12 tiles. We have more tiles that are broken and with them not being nailed who knows how many more will keeping falling or breaking. JLC Roofing told us they are like that because of the weather. We got in touch with the manufacturer of the tiles and they said through email that the roofing tiles were installed incorrectly. The only thing Richmond Homes and JLC Roofing tells us is that its out of warranty and we are responsible. We should not be responsible for a 4 1/2 year old roof that was installed incorrectly.

  

  Business Response

  Date: 04/07/2025

  Dear Accredited Business Resolutions Specialist:
  
  Richmond American Homes reached out to the ********* family on 4/2/2025 on the roof tile issue that has been brought to our attention. I was able to speak directly to Mr. ********* about the experience they are having with their roof tiles and the recent information that has been presented. Currently, we have set up an inspection date for our roofing subcontractor to go out to the ********* home on 4/7/2025 to inspect all the roofing components.
  
  Richmond American Homes will also have a field manager present to direct our roofing contractor and speak with our customer directly about any issues found and will take responsibility for if necessary to make sure we have a positive outcome at said property, **************** in ********.
  
  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:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's a new build. And we closed on September 28, 2023. We upgraded our kitchen countertops to quartz. The quartz contains scratches all over the countertops. The connecting slabs are uneven in thickness and the poor workmanship left us with unlevel island. The countertops are also unfinished. There are glued pieces of quartz that are obvious. There are chipped quartz along the seam that the installer attempted to fix with epoxy but the fix is very obvious. I have been trying to work with builder to resolve since October 2023. From someone with no background in construction and had faith that people will do right, I relied on Richmond American Homes to ensure their subs were meeting industry standards. Richmond is now saying that the countertop is no longer under warranty.

  

  Business Response

  Date: 04/15/2025

  To whom it may concern: 

  Our ********* Manager, EVP and Manager of Vintage met the homeowner on Monday, April 14th to review concerns with the kitchen counters and island. Our installation company will be using a UFO Polisher to remedy the issues that were inspected on the countertop island and seams.
  
  Richmond will provide a date for repair by the end of day, 4/15/25.
  If I can be of further assistance, please dont hesitate to contact me directly.
  
  Sincerely,
  ******* ****

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23138292
  
  I am rejecting this response because the *** sander may polish away chips and scratches off the surface but it does not address the levelness of the 2 slabs of quartz with uneven sizes. The slabs are of sizes 27 in x 97 in and 47 in x 97 in joined together. Compared to the model home, the model home counter is constructed of 2 slabs of visually identical size.  Our counter is the same upgrade as the model home but probably due to uneven sizes, the weight distribution is totally uneven on the wooden supporting frame causing higher slopes from both slabs pointing to the joint.  

  According to add'tpicturesofunevenslabsandpoorlyfinishedcountertop.JPG, the right image details the poor material selection and workmanship of the joint on the cooktop counter quartz.  The left slab has visibly broken corner and repaired with a rectangular quartz insert of 1.5 in wide x 3 in long x 0.5 in thick--this is like getting a new car and visibly see the windshield has a crack and was repaired with clear glue.  It is visibly hard to miss every time we walk into the kitchen toward the cooking area--we just don't understand how a new car be delivered with a cracked windshield repaired with clear glue let alone a new house with paid upgrades and received a counter with visible broken quartz slab repaired with another quartz insert to fill in the broken area.  If the slab is broken, why is it still being used on a new house?  

  A new proposal with detailed remedies to each of the identified issues must be presented along with the expectation of the final results so all parties have a common understanding of the final outcome from the repair.  We've started this process since 2023 and come to wait for the final repair so many times. We've come to realize that this long repair wait is not normal and it must be addressed properly and promptly.

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

  

  Business Response

  Date: 04/16/2025

  Our ********* Manager, EVP, and Manager of Vintage met with the homeowner on Monday, April 14th, to review concerns regarding the kitchen counters and island. After further review and discussion, the plan for correction has changed. The island will be removed to address leveling concerns which cannot be observed and corrected without doing so. UFO polishing will be used to address surface issues.
  Our team is reaching out to the homeowner today, April 15th, 2025, to set a date for these items to be addressed.
  

  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: 04/17/2025

   
  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,
  
  ******** ***

  Customer Answer

  Date: 04/30/2025

  The agreed resolution was that Richmond would reach out to me to set a date for trade to come remove island to address leveling issues and also for trade to use UFO polishing to address surface scratches, but Richmond has not reached out to me. After I agreed with their proposed resolution, I have not heard from Richmond. 
  
  For you convenience, I have pasted the last email message received on April 16 in response to my complaint through you from Richmond where they promised to do everything mentioned above but they didnt follow through with their promise. 
  
  Please let me know if there is anything else I can do. 
  
  Thank you for your assistance and time.
  Jennifer 

  

  Business Response

  Date: 05/08/2025

  On May 6, 2025, the countertop trade installer and ********* Representative met with the homeowner onsite. The plan is confirmed for May 19, 2025, with an 8 AM arrival. The following tasks will be completed:

  
  1. Remove the countertop on the island and shim the plywood to ensure it is level.
  2. Replace the plywood under the countertop as requested by the homeowner, and install a new piece of plywood.
  3. If the countertop breaks during removal, a new piece will be installed by Vintage.
  4. If the dye lots of the new countertop differ from the current one, the homeowner has agreed to accept the variation.
  5. Address the countertop seams on the side using buffing and filler.
  If I can be of further assistance, please dont hesitate to contact me directly.
  

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

  Customer Answer

  Date: 05/12/2025

   
  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,
  
  ******** ***

  Customer Answer

  Date: 05/12/2025

  Yes, please close complaint. Both Richmond and their sub are working with me to fix the countertop. And I am happy with their proposed resolutions. 
  
  Thank you!

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over two years I have been following up with Richmond American to complete repairs to my house identified during the one year warranty period. I also obtained a 3rd party inspection report. Despite multiple follow-ups Richmond has only repaired some, not all of my repair requests, including none identified in the inspection report, and not painting a section of the house that was obviously missed. In February 2025 I received an email from Richmond American stating they were not going to take care of any more repairs and did not provide any justification. I simply want my repairs taken care of.

  

  Business Response

  Date: 03/28/2025

  On March 27, 2025, the ******** Care Manager and Director met with the homeowner to review his third-party inspection and address items of concern. We discussed the homeowner's history and concerns, provided additional explanations, and apologized for past experiences.

  
  The following items will be addressed on the scheduled date of April 10, 2025, between 8:00 AM and 12:00 PM:
  There are leaks around the gutter seams of the home. Please inspect all gutter seams to ensure they are properly sealed.
  Replace the broken roof tile at the valley on the front side of the home. Please also double-check the roof for any other broken tiles.
  Bird holes on the left side of the home were not painted during production touch up gutters at the seams.
  Install the missing electrical panel screws that were missed during production.
  The kitchen floorboard in front of the sink is low and damaged and needs to be replaced. Additionally, one floorboard to the right of the fridge is moving more than usual the homeowner has a box of boards in the garage.

  The clean-out under the kitchen sink still has the cookie plug, which needs to be removed. A clean-out cap needs to be installed, as this was overlooked during production.
  Scratched glass on fixed and slider single slider, being reviewed for replacement.

  
  The ********* Manager will be on-site on the day of the appointments to ensure all items are addressed.
  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: 03/28/2025

   
  Complaint: 23090387
  
  I am rejecting this response because I prefer to wait until all repairs have been completed prior to closing out.

  I appreciate ******* and ***** trying to help resolve my concerns.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/13/2025

  Richmond American has appropriately addressed my concerns, and I consider the issue resolved

• Initial Complaint

  Date:03/19/2025

  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.

  Richmond Homes was a terrible experience for usbuyers beware. We lost $14,000 in ******* money even though we requested to cancel just 18 hours after signing. The worst part? Richmond Homes hadnt even signed the contract yet, but they still refused to let us back out. Even more concerning, they had us pay ******* money before we even signedan unusual and highly questionable practice.Throughout this process, we dealt with ******* *****, ******** ******, Phalicity *****, and ****** *****, all of whom were involved in denying our cancellation requests.We were under contract for a brand-new home, but during our inspection, we found a toilet full of unflushed human waste. It was disgusting and unacceptable. Richmond promised they would clean and sanitize, but one week later during our blue tape walk, we found MORE f**** splattered on the toilet lid. That means either Richmond failed to clean the first time, or someone else came in and left f**** again.Later, we found out that Richmond Homes already knew about a serious high water table issue before construction but did not disclose it to us. A neighbor told us they saw water gushing from the ground when Richmond tried to build a basement home next door, forcing them to switch to a crawl space. Even more concerning, we were told that Richmond had been warned internally BEFORE construction even started that basements wouldnt work due to the water tablebut they went ahead anyway. Instead of informing buyers, they quietly changed the home plans, built homes taller, and blocked our views, which devalued our lotall without telling us.

  

  Business Response

  Date: 04/02/2025

  To whom it may concern:
  
  As of 04/02/2025, ***************** has been contacted by sales manager **** ***** and *** ***** VP of operations. We have come to a mutual agreement to terminate the contract and come to a mutual agreement on *** refund. We believe all parties are satisfied with the solution and consider this matter to be closed. We thank you for the extension on this to get to a proper solution.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *** *****
  VP operations
  Richmond American Homes

  Customer Answer

  Date: 04/04/2025

   
  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:03/11/2025

  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 submitting a complaint against Richmond American Home regarding an unresolved issue with my newly purchased home. They have failed to replace a visibly scratched window next to the front door, despite agreeing to do so in an Oct 28, 2024 meeting.The window has multiple scratches, 2 to 10 inches long, discovered on Sept 17, 2024, within an hour of receiving the keys. I reported it to sales rep **** and submitted a service request the same day.During the Oct 28 meeting with Richmond American reps ***** and *****, we reviewed three damaged windows for replacement: the scratched front door window, sliding glass door, and a side bedroom window. While the first two were identified early, the bedroom window was added later when ***** noticed the scratch outside and told ***** to add it. Despite this, only the sliding glass door and bedroom window were replaced.When I followed up with ***** in December, he said only two windows had been approved. I reminded him that three were explicitly discussed, and he said hed check with *****, but I never received clarification. Repeated calls and emails have been ignored, leaving the issue unresolved.On Feb 5, 2025, Milgard inspected the window and confirmed it isnt covered under warranty, stating the builder caused the damage. Based on their experience, stucco caused the scratches.This has dragged on for nearly six months, causing significant frustration. The scratched front door window, the most visible, detracts from my homes appearance and value. Richmond Americans refusal to honor the agreement and poor communication are unacceptable.Additionally, before staining my fence yesterday, now that landscaping is done, I found the fencing company missed many cracked boards during their repair a few weeks ago. I submitted a warranty request, but they denied it, claiming I hadnt stained the fence. I delayed staining because I needed all landscaping/boards fixed firstotherwise, Id have to re-stain after replacement.

  

  Business Response

  Date: 03/19/2025

  To whom it may concern:
  We are in receipt and are responding to the Better Business Bureau case referenced above.
  
  Our local ********* Manager contacted the homeowner and met him on 3/18/2025 to review his items.
  
  We will be replacing the front sun window and master bedroom glass. Also, 6 additional fence boards were agreed upon. We are waiting for dates for the glass to set an appointment with the homeowner to remedy this.
  
  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:03/07/2025

  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 american builders have not paid the initial tax payment dec in Dec 2024. I have tried numerous times to resolve this issue.

  

  Business Response

  Date: 03/12/2025

  To whom it may concern:

  Our Director of Closing contacted the homeowner on 3/7/2025 and gave him the information he was looking for. We are now at the mercy of the tax collectors office to post their payments. They are currently tracking 20 business days.
  Our check was mailed from ****** to the tax collectors office on 2/26.

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

  Sincerely,

  ******* ****
  Director of Home Care
  NorCal Division
  Richmond American Homes
  ****************************************
  ************

• Initial Complaint

  Date:03/04/2025

  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.

  I bought a home from Richmond American homes here in **********, ********, I have a problem with the shoddy workmanship that was done in this home crooked walls bulging floors given yes my warranty has expired, but this is ridiculous. You dont expect a three year old home to fall apart. I have to spend $3000 on a foundation repair. I already spent about $2000 worth in drywall repairs and when I contact Richmond American homes, I get aresponse off well your warranty has expired. If you have fundamental problems they need to contact their insure and thats it. They have no sense of Customerservice do they care after the transaction has taken place, their warranty department is useless Because they make the same people that made the mistake come ome back so they are already ****** off. A number of times I had to be home for the repairs to take place and the contractor didnt show up. I lost a days worth of work and said no were not compensating you one thing they are terrible. I cant believe they are a member of the BBB..

  

  Business Response

  Date: 03/05/2025

  Dear Accredited Business Resolutions Specialist:
  
  After receiving the complaint filed by Mr. ***************************** American has reviewed the existing warranty coverages on Mr.Broekmans home and determined all remaining coverages are provided through the **************************** (property closed in 2022 and is in Year 3 of 10-Year Coverages). As such, Mr. ******** must file a claim through the ****************************.
  
  On March 5th, 2025, Richmond American advised *********** of the existing warranty coverages on his home, as well as the ****************************s role in existing warranty coverages and claim determinations. Richmond American provided all applicable documentation,contact information and instructions on the claim submission process for the ****************************.
  
  Please let us know if you have any further questions.
  
  Sincerely,
  **** *****
  Director of ********** *****************
  Richmond American Homes
  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a home from this builder. Was provided with a plat drawing when we put a contract on the home. Home is described to have a 2 car driveway which is standard however we are not able to park 2 vehicles side by side. We have attempted to work with the builder but have been provided a response that says. They wont fix it since a drawing was provided at closing. The drawing provided at closing doesnt provide complete dimensions. The plat we were provided with prior to closing does provide dimensions which are not what has been provided. Also we were unable to park vehicles in the driveway until after closing. We want a functional driveway to go along with a 600 thousand home!

  

  Business Response

  Date: 03/07/2025

  Thank you for notifying us of our homeowners grievance regarding their driveway. We were already aware of the issue and began investigating following their notification through our corporate office.
  
  The home was purchased with no indication that the driveway was designed for two cars. The home and driveway were completed as intended, and this concern was first brought to our attention within the past weekover eight months after the closing date of 6/17/24. ************ is an established community where the specifications for driveway aprons are 12 feet wide at the entrance, and the installed driveway aligns with these standards. However, there was an error in the civil engineers resite plan, which incorrectly showed an 18-foot apron. This discrepancy should have been identified earlier, but since it was missed in the process, we have decided to move forward with modifying the apron to match the engineers plan which will also require the driveways width to be increased on the left side.
  
  We ask for our homeowners patience, as this adjustment will take time to arrange and implement. Moving forward, they may contact their superintendent with any questions, as he will be overseeing the process.
  
  We apologize for any frustration our customer may have experienced and look forward to addressing this concern as soon as possible.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** *******
  Sr.Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

  Customer Answer

  Date: 03/11/2025

   
  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.

  I understand that was the first of you hearing about our complaint, however, we have complained since moving into the home. I asked one final time at the local level the same week we escalated the concern.  We look forward to hearing from Richmond American Home.  

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