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.

close

Find a Location

Richmond American Homes has 41 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/20/2025

  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 writing to file a formal complaint against Richmond American Homes regarding poor workmanship and unsatisfactory customer service concerning our new home at *************************************Over the past 10 months, we have repeatedly attempted to contact Richmond American Homes regarding flooding in our garage caused by an issue with the level of both the driveway and the garage floor. After months of no response, we finally heard back from them, and they admitted that the garage and driveway were not level, which was causing the flooding. In January, Richmond American came to address the driveway issue but did not resolve the problem completely. While the driveway was fixed, they acknowledged that the garages low point and the lip leading into the garage remain issues, but no further action was taken to correct them.Richmond American informed us that the situation met their internal standards and advised us to file a complaint. They stated that there is no established standard for the garage low point or the lip issue, and since the issue meets their standards, they would not resolve it.We consulted a third-party contractor to inspect the problem, and their findings confirmed our concerns. We can provide the contractors letter that outlines the issues in detail for your review.Despite multiple attempts to resolve this directly with Richmond American, their representative, **** ******, has been unprofessional. When we expressed frustration over the long wait for a response, he laughed in our face and said he would only address the issue if the ***************** required him to do so. This lack of accountability and refusal to address the problems has left us with no choice but to seek your assistance.

  

  Business Response

  Date: 02/24/2025

  Dear Accredited Business Resolutions Specialist:
  
  We have been in contact with this buyer and have made the necessary repairs, according to industry standards and the Nevada Performance Guidelines. We are ready to epoxy the concrete repairs, but the homeowner is insisting on additional repairs.
  
  Due to this impasse, we have directed them to contact the *********************** for an investigation and will await the Boards direction.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** ******
  Director Special Projects, Nevada Division
  Richmond American Homes

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22967742
  
  I am rejecting this response because:

  I have contacted the board and reaffirmed that there are no established board standards for this situation. Additionally, we received feedback from a third-party contractor who also confirmed the absence of board standards and indicated that addressing the issue requires replacing the front portion of the concrete slab in the single-car garage.
  Furthermore, when compared to Richmond American homes, the lip entering my garage is not comparable. Garage floor slopes are intentional and designed to follow safety codes, facilitating proper drainageespecially for combustible liquids like gasoline. Industry standards typically recommend a -inch per foot (2%) slope for effective drainage. However, my garage floor slope is significantly less than this standard, contributing to ongoing flooding issues. Without proper repairs, this problem will persist.

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

  Customer Answer

  Date: 03/02/2025

  Next Steps Requested for Resolution:
  

  I am seeking a proper and lasting fix to the ongoing garage issue with Richmond American Homes. Specifically, I request the following actions to be taken:

  - Adjust the Single-Car Garage Lip to Standard Height The garage lip must be raised to meet the standard height of 1 inch to 1.25 inches to effectively prevent flooding. This correction aligns with industry standards and ensures proper water runoff.
  - Complete the Epoxy Finish The previous repair attempt resulted in the epoxy coating being shaved down. I request that the epoxy be properly reapplied and finished to restore the garage floor to its intended condition.
  - Address the Low Spot in the Garage A low spot in the single-car garage is contributing to water seepage issues. I request that additional concrete be poured to level this area. Afterward, the first panel in the single-car garage should be epoxy-coated to create a watertight barrier and prevent further water intrusion.
  

  I look forward to Richmond American Homes taking swift action to resolve this matter properly and permanently. Please provide a clear timeline for when these repairs will be completed.

  

  Business Response

  Date: 03/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  We have been in contact with this buyer and have made the necessary repairs, according to industry standards and the Nevada Performance Guidelines. We are ready to epoxy the concrete repairs but the homeowner is insisting on additional repairs. Due to this impasse, we have directed them to contact the *********************** for an investigation and will await the Boards direction.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** ******
  Director Special Projects, Nevada Division
  Richmond American Homes

• Initial Complaint

  Date:02/15/2025

  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.

  We noticed a couple of weeks ago that we had a puddle in our downstairs hallway but wasn't sure what it was from. Upon further investigation and it happening more we noticed there was water dripping from an overhead vent that was directly below our shower in our primary bedroom. We had a plumber and a tile contractor come out to inspect it and they determined that we had leaks coming from the curb and shower pan and will need to redo the entire shower to do the waterproofing correctly and fix all damages associated with this. This includes some trim and drywall. After contacting our local contact from richmond american, they told us that this is out of warranty and not their responsibility to fix. We moved into the house June of 2022. There should be no way the shower is leaking if it was installed properly. This also has caused us to shower in our guest bathroom and noticed in there that the shower seems to not have proper support under that either. We will be having someone come out next week to look at that.

  

  Business Response

  Date: 02/20/2025

  Dear Accredited Business Resolutions Specialist:
  
  We reached out directly to ******* ****** on February 7, 2025. Our warranty coordinator, ***** *****, reached out to her by email.
  
  The home was completed in May of 2022 and in May of 2023, Richmond American performed the year-end services such as drywall, paint, and grout/caulking touch-**** As the one-year builder warranty expired on 5/25/2023, any further repairs would not be warrantable which was explained to ******* ****** on February 7, 2025,as outlined in the agreed upon *** warranty program.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***** *****
  Sr.Warranty Coordinator, Oregon Division
  Richmond American Homes

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22946957
  
  I am rejecting this response because:

  If Richmond is not willing to take responsibility for their unprofessional work or of their subs they need to respond to inquiries about who those subcontractors are that did the work. I, along with my wife, have sent many emails in regard to this and trying to figure out who we need to be in contact with to get this work fixed and have gotten nothing back from anyone. It may be "out of warranty" but there is no scenario where this should happen in a less than 3 year old house and needs to be addressed. This complaint doesn't even cover any of their mishaps during construction of the house initially like forgetting to add a post to our front porch that we had to remind them that they forgot. There have been multiple houses in our neighborhood that have had multiple issues with their houses as well. 

  
  Again, more communication and answering of our questions better would go a long way.

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

  

  Business Response

  Date: 03/05/2025

  This letter is a response to the below question.
  
  PLEASE PROVIDE A RESPONSE THAT ADDRESSES THE CONSUMERS REQUEST TO RECEIVE INFORMATION REGARDING THE SUBCONTRACTORS THAT DID THE ORIGINAL WORK AS WELL AS THEIR REQUEST TO KNOW WHO TO CONTACT TO REPAIR ISSUE.
  
  Due to policy, we are not in position to provide subcontractor information. This decision is final and we will not have any further action at this time.
  
  Additionally, the one year builder warranty has expired as of 5/25/2023.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***** *****
  Sr.Warranty Coordinator, Oregon Division
  Richmond American Homes

• Initial Complaint

  Date:02/11/2025

  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.

  July 21, 2023 I moved into a new built Ricmond America home. I paid $735,000 for the home. A window well was damaged on the side of the house and they backfilled the foundation before replacing it. They had to dig out the dirt, replace the window well. In February of 2024 after a snow storm, the dirt collapsed and i had a huge hole around the window well. I had to fight with the warranty department, until i had the superintendent talk to them to repair it. They scheduled a landscaper for late March of 2024 and I requested that they not come on property, unless I was home. I came home one afternoon and they had been there against my wishes and I have it in writing. I wanted to make sure they filled dirt under a shed pad. Last week (11 months later) after the snow, I noticed that the 2 x 3 ft space between the shed and the window well sunk again (not properly compacted) and water is pooling and running towards the foundation. I filed a claim and ******* rejected the claim, because my warranty expired. This work was handled by a subcontractor and their work should be covered for one year.

  

  Business Response

  Date: 02/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Ms. **** directly on February 10th and 11th,2025, via email. The home was completed on July 18th, 2023. Through the course of the 1-year warranty period on the home, some grading corrections were provided. These corrections were satisfactory at the time but were later reported to require general maintenance and upkeep, outside of the specified warranty period.
  
  Explanation of warranty timeframes and **************************** (***) coverage details were communicated with Ms. ***** The existing warranty on the home is 6-Year Designated Structural Element coverage, which expires on July 18th,2029.  
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any further questions.
  
  Sincerely,
  **** *****
  Director of ********** *****************
  Richmond American Homes

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22928495
  
  I am rejecting this response because:

  Regarding the reply from **** *****, I respectfully disagree. Richmond America did not provide a quality product: 1. window well was damaged during final grading 2. Warranty replacement window well was dug out, replaced, and soil was not compacted. As a consumer I have the right to expect my home to be built correctly / repaired under warranty properly.The sink hole occurred during the warranty period and the failed repair was also done within the warranty period. The sink hole required additional soil,and compacting of the soil around the window well. Richmond American has the responsibility to fix it right the first time.  Does Richmond America hire contractors that are certified / insured / warranties good workmanship and are they held liable if the repair was not done properly?Unless, of course, Richmond did not provide proper directions on how to repair the sink hole, which is evident. Richmond America has a reasonability. When warranty work is done on a new build home and the issue arises again within a short time after being repaired, the builder / contractor is accountable as the initial repair was not done properly and constitutes a breach of the warranty, even if the issues reoccur after the warranty period. 
  
  Sincerely,
  
  ** *** ****

  

  Business Response

  Date: 02/24/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Ms. **** directly on February 10th and 11th,2025, via email. The home was completed on July 18th, 2023. Through the course of the 1-year warranty period on the home, some grading corrections were provided. On March 7th, 2024, our landscaping trade completed backfill repair on the home near a window well that was replaced at the time of construction.
  
  These corrections in March of 2024 were satisfactory, as reported by Ms. **** at the time, but were later reported to require general maintenance and upkeep,outside of the specified warranty period. Ms. **** added a concrete pad with shed against the foundation wall in this area of her lot after closing on her home. This configuration may have the potential to affect the grading in the area and the overall flow of surface moisture around her home.
  
  Explanation of warranty timeframes and **************************** (***) coverage details were communicated with Ms. ***** The existing warranty on the home is 6-Year Designated Structural Element coverage, which expires on July 18th,2029.  
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any further questions.
  
  Sincerely,
  **** *****
  Director of ********** *****************
  Richmond American Homes

• Initial Complaint

  Date:02/07/2025

  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.

  On 11/29/2022 we closed escrow with a list of things that needed to be fixed. Some things were done but there's still a list that hasn't been touched. It's been two years now & I'm so frustrated with the way we have been treated knowing that we have been so patient with Richmond Homes but they still have not followed through. Trying to reach out to ******* has been so frustrating his response was always he's looking into it. I even expressed to him my worries of the year passing & everything isn't done & he said I didn't have to worry because I sent in all complaints before the year so it's still covered so I believed him. I haven't received any response from him in the last 6 months so I just decided to go this route with the Better Business Bureau instead. One item on our list included a beam sticking up from the floor running through two bedrooms. They first acted like this is normal but then after seeing I was not satisfied with that response ******* said they could file it down. Nobody has come back to work on that. I told him about cracks in the ************ said that was just touch *** without even coming out to look at them but now I'm worried if that's from a leak. I asked him many questions but because this is our first home I trusted his responses & now I see he took advantage of that. We also have dents in the floors downstairs & ***tairs that still haven't been fixed & the list goes on. We were also never offered compensation for the inconvenience of dragging this on for this long all he kept saying is he's looking into it. I have asked for numbers to set appointments trying to make it easier for him & still nothing. This was our first ********* chose new so we wouldnt have these extra headaches & what was supposed to be a great time turned out to be such a frustrating time for ******* family. I can't believe Richmond American Homes would hire employees like this to be in charge of their customers & not check in on the work.

  Customer Answer

  Date: 02/18/2025

  I would like to have additional information added to my complaint:
  
  The cracks that were said to be the house shifting is actually a leak or leaks. We are able to see the ceiling wet during the rain but after it dries up and it leaves cracks. I'm also worried about mold since this has been an ongoing problem. 

  

  Business Response

  Date: 02/20/2025

  Dear Accredited Business Resolutions Specialist:
  
  I had an inspection setup with ********* ****** on 2/20/2025, at 9:00 a.m. We were able to make a report on the items Mrs. ****** had concerns about.
  
  Richmond will be taking care of items that were not addressed under the warranty period.Other items that were never reported now fall under homeowner maintenance and will have to be repaired by the homeowner.
  
  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,
  ******* *******
  Senior ********* Manager, ****************************
  Richmond American Homes
  

• Initial Complaint

  Date:02/03/2025

  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.

  water damage on ceiling in the master bed. weather related possibly due to leaky roof. moist to the touch. occurred around 4:30pm PST on 2/1/2025. Possible roof defect or installed improperly. Warranty claim denied by builder citing damage was caused by plumbing issues which is passed warranty period. Refused to acknowledge possibility that it was caused by a leaky roof/construction defect.would like builder to inspect roof for any defects.

  

  Business Response

  Date: 02/04/2025

  To whom it may concern:
  
  We are in receipt and are responding to the Better Business Bureau case referenced above.
  
  Customer's Statement of the Problem:
  water damage on ceiling in the master bed. weather related possibly due to leaky roof. moist to the touch. occurred around 4:30pm PST on 2/1/2025. Possible roof defect or installed improperly. Warranty claim denied by builder citing damage was caused by plumbing issues which is passed warranty period. Refused to acknowledge the possibility that it was caused by a leaky roof/construction defect. would like builder to inspect roof for any defects.
  
  Summary:
  An ******** Care Manager contacted *** ***, who reported a roof leak and mentioned he had solar panels and mesh installed in May 2022. He was informed that this could be the cause of the leak and might void the warranty. We scheduled a courtesy inspection with *************** for 2/10/25 between 12-4 p.m. to determine if the issue is due to installation or homeowner damage. We advised *** *** that if the damage is caused by other contractors he hired, he will be responsible for the costs. He agreed and will contact the solar installers to fix their damages.
  
  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:02/03/2025

  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.

  Numerous construction defects were documented and reported to the builder post drywall, pre-closing and post-closing (enclosed emails of the findings from home inspections) purchased in September 2022. Recent defects were of major concern between October 2024 to present date:October 2024 Shingles were torn off from strong winds during Hurricane ******. The roofer took time to explain the quality and different brand of shingles were of cheap material and was not nailed down and glued properly. January 2025 Washouts from rear swells on both side of the home turned into extreme amount of erosion. Vendor specialists in irrigation services confirmed the Builder, Richmond American failed to place in drainage and catch basin to direct flow of water to prevent erosion. Cost is around $9,800 to mitigate the issue. Washout was pointed out during pre-inspection and Richmond American supposedly addressed the issue months after the purchase, and clearly did not.The above are two of the many issues identified since purchase of home in 2022. All the defects identified, including the issues reported above, show Richmond Americans intentional decision to build the home cheapest way possible and for the homeowner to only to find problems after the purchase of the home. Many complaints were reported via Consumer Affairs as well.Additionally, I am not able to upload pictures as the files are too big. Please let me know where I can send the photos for review.

  

  Business Response

  Date: 02/04/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Mrs. ******* directly on 2-4-25. Our area Home Manager, ****** ******** reached out to her by telephone. The home was completed on 9-22-2022.On July 19th, 2023, Richmond American did some landscaping repairs to the home. There are no records of continued erosion issues at the home where Mrs. ******* contacted Mr. ******** nor the customer service number at the Jacksonville Division.
  
  According to the warranty handbook section D.2.K Erosion is not covered under the limited warranty. Regarding the roof itself, it would be deemed an Act of God that the named tropical ***** ****** did damage to the roof and its components and would not be covered under the limited warranty, as outlined in the agreed upon *** warranty program.
  
  We apologize for any frustration our customers may have experienced, and we are working to resolve the concerns. Given that the homeowner can provide invoicing for the drainage system installed to her own accord, Richmond American Homes would be willing to provide a reimbursement to the amount of 1900.00$
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ********
  Warranty Manager, Jacksonville Division
  Richmond American Homes
  

  Customer Answer

  Date: 02/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Washout was pointed out during pre-inspection and Richmond American supposedly addressed the issue around January 2023 after the purchase of the home (September 2022) and clearly did not. Washouts from rear swells on both side of the home turned into extreme amount of erosion which was identified in November 2024. I hired a vendor specializing in irrigation services in December 2024, and vendor confirmed the builder, Richmond American failed to place in drainage and catch basin to direct flow of water to prevent erosion during the build of the house. Cost to fix this issue amounted to $9,891.90 and remediation work is still ongoing as I am typing this message.

  I filed complaint via Better Business Bureau on February 3rd, 2025, and Richmond Home Warranty representative, *** called me the next day asking to schedule an appointment for a vendor to come by and fix the drainage and put in new sod. I conveyed to the *** that I already have a vendor working on installing drainage and catch basin, put in new soil and sod that started on February 3rd and the next three days. I do not trust Richmond American to address the issue as the builder failed to place in drainage and catch basin to direct flow of water to prevent erosion. This complaint was filed via BBB to demand Richmond American pay out to me and the cost spent on fixing this issue in the amount of $9,891.90.
  

  Enclosed pictures include digital evidence of erosion and washout from both side of the home, pre closing inspection for builder to address washouts, and invoice showing the cost of $9,891.90 to fix this issue.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/25/2025

  Dear Accredited Business Resolutions Specialist:
  
  According to the warranty handbook which is contract binding with the purchase of a Richmond American Home. Section C.4. states you must obtain written authorization from the Administrator prior to incurring expenses. Costs incurred for unauthorized repairs to Warranted Items are not reimbursable.
  
  Richmond American Homes did not install drains and catch basins during construction because it was not required for a certificate of occupancy for the dwelling. After being notified of continued erosion during the warranty period, we installed drains and catch basins for neighbors in the community experiencing this issue as a courtesy.
  
  Furthermore, section 3.E.4 states you must provide the Warrantor and/or Administrator with reasonable weekday access during normal business hours to inspect the condition of your Home and/or to perform their obligations. Richmond American Homes was not given the opportunity to see if the initial repairs were affected by the work performed by the homeowner.
  
  We apologize for any frustration our customer may have experienced, and ********************** stand by our decision to reimburse the homeowner in the amount of $1900.00. for the inconvenience this has caused.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ********
  Warranty Manager, Jacksonville Division
  Richmond American Homes

  Customer Answer

  Date: 02/27/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There are at least two other homes experiencing erosion on their property, and one of the two homeowners did reach out to Home Warranty to address the issue. Richmond American refused to install proper drainage to prevent erosion for that one homeowner. Your comment around Richmond American installing drains and catch basin for the community experiencing erosion and as a courtesy is false for this one homeowner at ******************
  
  Furthermore, in addition to Richmond American to cover the cost to remediate the erosion and damage on my property, I am adding on and seeking Richmond American to pay for the cost to fix the following issues that came to light due to poor and unethical construction practices by the Builder. Additional pictures and invoices have been shared with BBB Resolutions Consultant, ******* *. to include and post to this compliant.
  
  January 2025 - washouts from rear swells on both side of the home turned into extreme amount of erosion. Vendor specialists in irrigation services confirmed the builder, Richmond American failed to place in drainage and catch basin to direct flow of water to prevent erosion. Cost to remediate the issue was around $9,891.90. Washout was pointed out during pre-inspection and Richmond American supposedly addressed the issue months after the purchase, and clearly did not. Filed complaint via Better Business Bureau on February 3rd, 2025, and Richmond Home Warranty representative called me the next day to schedule an appointment for vendor to come by and fix the drainage and put in new sod. I conveyed to the representative that I already have a vendor working on installing drainage and catch basin, put in new soil, and sod that started on February 3rd and the next three days. I absolutely do NOT trust the Builder to do the right thing. Pictures of the washout documented during pre-inspection, during state of erosion and remediation of erosion work. The cost to fix the damage was $9,891.90.

  October 2024 - shingles were torn off from strong winds during Hurricane ******. The roofing company took the time to explain the quality and different brand of shingles were of cheap material and was not nailed down and glued properly. Pictures of before, during and after shingle work documented. The cost to fix the damage was $750.

  2023/2024 wiring in the electrical panel was not properly installed and cheap material and resulted to explode in smoke and flash and grateful this did not develop into a fire (Richmond American used T&M electric for the work). The connector is associated to the AC/HVAC system. Poor craftsmanship and electrical work caused cooling and hot air to not blow out. This issue was raised to Home Warranty representative around July 2023 and was dismissed as he stated 2-3 degree differential is not covered by warranty. Heat was not blowing out as it should, and I decided to hire a reputable air and electrical company to identify the issue in January 2024. Pictures of before, during and after electrical work documented. I decided to leverage another vendor to fix, remediate and do a proper job. The cost to fix the damage was $110.
  
  Richmond American is to cover the cost in total amount of $10,751.90 for the above and not one ***** less.
  
  **** *******

  

  Business Response

  Date: 03/13/2025

  Dear Accredited Business Resolutions Specialist:
  
  Our position has not changed from the original response.
  
  Furthermore,to add some context to the most recent disputeThe homeowner reached out on January 4th of **************************************** the **** closet; to which the electricians at T and ********** called and attempted to stop by the next day January 5th, 2024.  However, the homeowner proceeded to use a company of their choice instead of allowing the warranty to take care of it free of charge. In the year since that event occurred, the homeowner had not reached out at any point requesting any reimbursement until this latest rebuttal.
  
  We apologize for any frustration our customer may have experienced. We are offering $1900.00 based on the average amount of repair for the erosion in the backyard in the community taken care of through warranty.
  
  Storm damage from Hurricane ****** would not have been covered by our limited warranty even during the warranty period and would be deemed an act of God.
  
  We consider this matter resolved as this is our final decision on the matter.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ********
  Home Care Manager, Jacksonville Division
  Richmond American Homes

  Customer Answer

  Date: 03/13/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  My position has not changed as well from my last response to Richmond American.

  Richmond American is to cover the cost in total amount of $10,751.90 for the above and not one ***** less.

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

• Initial Complaint

  Date:01/31/2025

  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 August 2024. It includes a 12 month warranty program. We filed our first complaint on warrantied items on January 6, 2025 which includes the fuse for the refrigerator popping up to 5 times a day. This is an electrical hazard plus a massive health and safety concern. Other than an auto generated email, we've received zero response from Richmond American, There is no phone number - only a web portal. They are putting us at risk plus ignoring multiple warranty requests. My previous experience with American Richmond tells me they will drag this out until, due to concerns with fire and electrical issues, we pay for the work ourselves and then will refuse to reimburse. I see this as them refusing to deal with warranty issues as retaliation for the massive problems related to the purchase of our home which include but are not limited to the fraud with their finance team. Their finance team demanded I supply a rental agreement for a property I own with my sister. She lives in it, pays for it and there's no mortgage on it. However they refused to finance the $265,000 owed after our $300,000 down payment unless I create a fake rental agreement and then document that all records I submitted were true and in no way false. The salesman openly mocked us and then made jokes about how supplying a fraudulent document wasn't that big a deal so I should just do it. We secured funding elsewhere as working with a fraudulent lender is not sustainable. Now I believe we are being ignored intentionally to force us to do maintenance on these items - both those critical and those nuisance - as full retaliation.

  

  Business Response

  Date: 02/10/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted the homeowner directly on 1/31/25 through our ********************* We scheduled trades for February 04, 2025, such as electrical, garage door and countertops. On February 11, 2025, Plumbers and tub repairs are scheduled. All appointments have been confirmed by the homeowner.
  
  We apologize for any frustration the 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: 02/14/2025

  Not all issues are resolved.
  
  We were told that it was up to us to do monthly maintenance on the sink trap in the master bath because that's just the way it was - otherwise the entire master suite stinks.  This is a construction defect.
  
  I lived in a condo built in 1972 and didn't have to do this but in a home built in 2024 I'm supposed to take the sink apart once a month to scrub it so it doesn't stink.  
  
  No other drains in the house require monthly maintenance.  Other neighbors don't have this issue and they don't take their sinks apart on a monthly basis to avoid it either.  Toothpaste, hand soap and water do not create this unless the sink is incorrectly installed.
  
  Additionally - no one has explained why it takes a BBB complaint to get a response or why the contact phone numbers don't ring.    
  
  This is not resolved.

  

  Business Response

  Date: 02/27/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted the homeowner directly on 02/24/2025 through ************* Department.We are scheduled for March 4, 2025, to meet at the property with the ****************. All appointments have been confirmed by the homeowner.
  
  We want to extend our sincerest apologies for the delay in response and for any inconvenience faced in trying to reach us through our contact numbers.
  
  I would like to provide you with two direct lines to reach our customer service.The first is a direct line to our **************** Specialist, ******** *. Her contact number is **************. The second is the main line to our customer service office, which is **************.
  
  If you find our lines busy or there is no answer, please leave a voicemail or feel free to send a text to your ********* Specialist. This scenario might arise when our representatives are assisting another homeowner or conducting guided tours. Please know that we value and respect the time of every homeowner and aim to provide you with the best service possible.
  
  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,
  **** ****.
  ********* Manager.
  Richmond American Homes

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22883291
  
  I am rejecting this response because:

  The issues have not been resolved.  An appointment was scheduled for March 4 however no action has occurred so I will not sign off on this BBB complaint.

  One of the phone numbers provided is the one in my original complaint that never even rings.  It just disconnects.  The other goes to the design center.  
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/10/2025

  Dear Accredited Business Resolutions Specialist:
  
  On our last visit on March 4, Plumbers inspect areas. It has been confirmed everything is installed per plan and design the issue identified is related to homeowner maintenance and not a workmanship issue.
  
  I would like to provide you with three direct lines to reach our customer service. The first is a direct line to our **************** Specialist,******** *. Her contact number is **************. The second is the main line to our customer service office, which is ************** please select ************************* Third is my direct number ************.
  
  If you find our lines busy or there is no answer, please leave a voicemail or feel free to send a text to your ********* Specialist. This scenario might arise when our representatives are assisting another homeowner or conducting guided tours. Please know that we value and respect the time of every homeowner and aim to provide you with the best service possible.
  
  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,
  **** ****.
  ********* Manager.
  Richmond American Homes

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22883291
  
  I am rejecting this response because: it is not a maintenance issue. 

  There are four identical sinks.  Only one smells like a port a potty.  Toothpaste, water and hand soap should not be creating this situation.  To claim it's because we don't clean the sink is an insult.  I know my husband said he understood we need to scrub the sink every week.  I don't. 

  I lived in a condo built in 1972 with 4 people and one bathroom.  We never had this smell.  But a new sink in a house less than a year old stinks and your crew say "use foam cleaner to stop it from smelling" instead of fixing it.  The sink isn't dropped in it's under a counter.  You'd have to do some work and don't want to.  This is Richmond America's way.  

  It's clear that once again,  Richmond America isn't doing their job.  I so hate that I bought one of the Richmond American homes.  From the attempted documented fraud of the financial team to the horrible sales staff to the home itself - no one should ever buy a Richmond home - unless you love having your master bedroom stink like p*** from a sink.

  And for the record you wouldn't even respond to me until I filed a BBB complaint.  And the phone numbers supplied go to one line doesn't even ring and the other is a design center without any push off for warranty.

  Close this if you need to - I reject what they say, it's not satisfactory.  A new sink should not do this and we are not dumping diapers, pet mess or garbage into that sink.  Toothpaste, water and hand soap.   It's a warranty flaw.  But not fixing it is definitely how Richmond American work.  

  
   
  ********* *******

• Initial Complaint

  Date:01/31/2025

  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.

  My wife and I purchased a home from Richmond American Homes August 22, 2024 (5 months ago) and since then have a couple warranty issues that Richmond is refusing to get fixed. We have many places upstairs where the floors squeak substantially. They are stating that the home is "settling in", however these are very loud and you can feel the wood move. Also, being denied that some of our rooms are very cold and do not heat up properly like the rest of the house. My wife works from home and has even had to purchase a portable heater to keep her workspace warm. This is unacceptable with it being a new build home. I have asked to speak to a supervisor to come out to the home so they can see for themselves, but Richmond has not sent a supervisor. They did send "experts" and they have stated the issues and resolution to get these issues fixed, but Richmond does not want to get it fixed and say that their is nothing they can do and that they will no longer proceed. We need help as this home is brand new!

  

  Business Response

  Date: 02/05/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Mr. ***** directly on 1-31-2025. Our area Home Manager, ***** Montana reached out to him by email.  Mr. Montana met with Mr. ***** on 2-4-2025 and scheduled a workday for warrantable items on 2-12-2025.
  
  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 ********** Denver Division
  Richmond American Homes
  

  Customer Answer

  Date: 02/05/2025

   
  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.They did schedule to get warranty items fixed next week 2-12-25
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/28/2025

  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 December 6, 2024 I purchase a house from ******* American Homes and moved in on December 8th, 2024. On December 19, 2024, we had ********** (sewage) come into middle of the house and spread into a guestroom, hallway, master bedroom closet, master bathroom (and shower), master bedroom and laundry room. The company gave us a warranty book to contact people after hours, but no one responded, so we called Roto-Rooter (which I paid for an have not been reimbursed for yet $516.75). to help us.The company they called to perform the repairs and cleanup is not certified to preform Blackwater clean up. We have documentation regarding our complaints to Richmond American Home Builders with a report, e-mails and yet they are not willing to work with us as to returning our money, damages and not respecting our health issues that we do not want to live in this house anymore. We hired a third party to inspect the work and they gave us a full report as to how to clean up the *************. ***** A. Mizel has not even responded to 3 e-mails I sent.We were trying to work with the company, but with all the lies and runarounds we have had we just want out and our money back.

  

  Business Response

  Date: 02/06/2025

  Dear Accredited Business Resolutions Specialist:
  
  The house remediation was completed on 2/3/25. There are two additional non-remediation-related items that we have agreed to complete before the Keys moving back into the home. However, the home is remediated per ***** standards and verified by a third-party inspector. 
  
  We have extended the Keys stay in an ****** until Saturday 2/8/25, at which point the home will be ready for the homeowner to move back into their home.
  
  We apologize for any frustration or inconvenience this caused our customer.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ******
  Home care, Boise
  Richmond American Homes

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22868724
  
  I am rejecting this response because:  They had the inspection performed once again after everything was covered up over the subflooring and drywall installed and painted again.  The inspection was performed by ************ and they even said they only took samples per ****** Watsons instructions.  In their report they also stated they didn't do any intrusive inspection because that was not in their work order.  They said they can only guarantee what they could see in the open.   So, the work that they claim they did a second time after we had a third party inspect it and they received our inspectors report and now claim it is per **** codes and they still didn't supply us a detailed report as to how the work was performed.  Also, **** ******** is just a contractor not certified to perform black water clean- up to begin with. Our furniture was not protected nor cleaned per the proper procedures and items now have to be thrown out because of the black water intrusion and gas used with covering up out furniture.

  We had to move out of the ****** on Monday per ****** ****** and then on Tuesday he claims the house is not finished they will extend our stay there.  Well, not having a place to go Monday we stayed the night at our son's house putting my grandson out of his room.  That night we found an ****** and we are now staying in our third place because of what happened to our house.

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/27/2025

  Due to related legal action, no further comment can be provided at this time.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22868724
  
  I am rejecting this response because:  They could have settled this matter a lot earlier, and they are just dragging their feet to wear us down, but we will not go down without a fight, and in the end, we will win.  They will pay more than what we asked for.  I will also tell people how this company runs their business and does not care one bit about their paying customers.  We will also notify all the *********** People in ***** not to purchase their homes.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:01/14/2025

  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.

  Defective flooring in brand new home. Below is all the conversations through email and text.**Please see the attached document and the pictures showing/describing the issue and all the communication we have had with Richmond American Home Warranty.

  

  Business Response

  Date: 01/23/2025

  Our Homesite Field Manager, Floor installer, ******** Care Manager and Director will be on-site to assess repairs needed to remedy the floor. The appointment is set for Friday, Jan 31st at 10 a.m. 
  
  We will not have a plan until this appointment and will work with the homeowner and installer for a reasonable resolution.
  
  If I can be of further assistance, please dont hesitate to contact me directly.
  
  Sincerely,
  ******* ****
  Director of Home Care
  NorCal Division
  Richmond American Homes
  ****************************************
  ************