Complaints
This profile includes complaints for Richmond American Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 491 total complaints in the last 3 years.
- 89 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/15/2022
Type: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 a home with Richmond American Homes on August 25th. We reported the following issues during our final walk and even after four months nothing has been fixed. We tried to reach out to the warranty company and the builder with no proper response from both. 1. Garage door power is not plugged in and not operational 2. Garage to living room entry door deadbolt is not operational 3. Gas Stove is not installed properly and is a hazard for us to trip 4. Base boards cocking and paints are not done properly (mostly in every room and upper level bathroom, attached few pics)5. AC vents and Light fixtures have open sealing and finishing is not done properly (attached pictures) 6. Kitchen Pantry roof (interior) is damaged 7. Vent not blowing hot air in the main floor 8. Bubbles in the kitchen floor
Business Response
Date: 12/21/2022
To whom it may concern:
We contacted the customer on ********. Casey ****************** Manager, left a voicemail. We have had no response back.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of ********** ****** Division
Richmond American HomesInitial Complaint
Date:12/15/2022
Type: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 took keys on December 7 th 2021 day before the move there was vandalism/breakin and one of the window is broken . ********** made a note as opening issue to fix after we move .. Till today it is not fixed completely . We waited for 8 months to get windows replaced . They replaced window with fault one . I am still following up on with them to get fixed . This is only 1 painpoint , I had work with them over months to get other many issues fixed . I need help to get this fixed . Thanks Anil - ***********Business Response
Date: 12/21/2022
To whom it may concern:
We contacted Mr. ************ Our area Home Manager, *********************** reached out to him by phone. The home was completed and closed 11/30/2021. His home had experienced some vandalism prior to move in after his orientation. This started his experience off to a bad start. There were items left from construction and the warranty representative had changed the beginning of this year.
Our homeowner expressed his frustration with the delays but was happy with his current Rep ************************ On December 21st our Director of Construction ************************* visited the home and met with home owner. He was able to express his frustration and walk the few items that are outstanding.There is a window latch, dirty window vinyl, minor drywall repair and grout touch up at shower. ****** is working with ***** to get these last 4 items resolved.
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,
***********************
Warranty Manager, ******
Richmond American HomesInitial Complaint
Date:12/15/2022
Type: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.
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,
***************************************Business Response
Date: 12/19/2022
12/19/22
******/******* Better Business Bureau
Attention:*************************************
3801 **************. #***
******,** 80210
RE:BBB Case # ********
Dear ******************:
We contacted *************************************** directly on Friday, December 19,2022. Our area Home Manager, *******************, reached out to ******************** by email. The home was completed on March 20, 2019. In early 2021, ******************** started observing rust form on the interior of the southernmost window well at his property. He reached out to Richmond American Homes and was advised of some maintenance tasks that can be performed, such as the use of paint or rust coverings. This maintenance suggestion was unsuccessful in correcting the issue.
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,
*******************
Home Care Manager, Northern ******** Division
Richmond American HomesInitial Complaint
Date:12/15/2022
Type: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.
Complaint: 18580422
I am rejecting this response because: This is not normal for all this cold air to be coming out of the microwave. If I don't grab my food out immediately the food starts getting cold because of this.And it's not ok for my first floor to be cold and having to add layers of clothes because the heat is not working properly. I get it, I'm just another person to you and it's not your house. But when you pay for a brand new house you expect things actually work properly. You shouldn't have to argue about things not working and people not caring that it doesn't work. I had a CO worker get a house built from you as well so I know I am not the only person that has had issues with Richmond. Thankfully mine is not as bad as others.
I will hire my own hvac person to take a look at what is going on so I can provide cerified details to you that this was not done correctly as stated several times now.
t is normal.I have reached out twice to have both of these fixed as I stated above. No one seems to want to get this corrected. They want to keep saying everything is fine when in fact it is not fine. I need someone else sent out that will actually get the job completed correctly like it should have been when I purchased the house.If Richmond would prefer me to hire someone to have the issue resolved and then pay the bill. I am fine with that. But I'm not going all through winter again with a house that wasn't completed correctly.
Sincerely,
***************************Business Response
Date: 12/21/2022
To whom it may concern:
As communicated to the customer, the equipment in question was selected and installed in accordance with local building codes and worked as intended when professionally inspected. Richmond American will not take further action on these requests.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of ********** ****** Division
Richmond American HomesInitial Complaint
Date:12/12/2022
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I will accept that they will try and rectify the issue, however I am disappointed in the comments from the ** *****************************, calling my issues small issues. When you pay hundreds of thousands of dollars for a supposed dream home you want it right. Its been over a year. Its not just me, its the whole Richmond seasons section in my neighborhood thats having these issues.
Sincerely,
*****************************od.Business Response
Date: 12/19/2022
12/19/2022
******/******* Better Business Bureau
3801 **************. #***
******, ** 80210
RE: BBB Case # ********
We conducted a site visit with ********************** on Wednesday, 12/14/22. Our ********* Rep *************************** has a small list of items he is working on scheduling.
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,
********************************
V.P. Operations
Richmond American HomesInitial Complaint
Date:12/11/2022
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will email BBB once again in 30 days whether if the repairs plan are completed or failed.
Sincerely,
*************************cause it always went straight to voicemail. She never called back. We stopped taking shower in the master bathroom afraid it might get worse because we are not sure if its leaking from inside or if it will grow mold. We are a family of 6 and it can be very inconvenient at times when everyone need to take shower. More importantly we dont want our new house to have problems and not getting fixed. We paid a lot of money for new house built and expect it not to have so many problems, especially when we still have the warranty. We want someone to contact us and resolve the issues. We are very frustrated at this point.Business Response
Date: 12/16/2022
To Whom It *** ***************************** Representative *********************** met with our homeowners on 12/13 to go over their concerns. They have agreed on a repair plan moving forward.
We apologize for any frustration our customer may have experienced and will work towards resolving these concerns.
Please let us know if you have any questions.
Sincerely,
*************************
Home Care Director
Richmond American HomesInitial Complaint
Date:12/10/2022
Type: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.
Our new house is under warranty and ceiling light need to fix. Contacted them but they dont send people to fix. And its been 8months.Business Response
Date: 12/15/2022
To whom it may concern:
We reached out directly, via email on 12/5/22. We did not get a response. Our ********************, ***** has scheduled the homeowners concerns for repair and is waiting on the homeowner availability. We anticipate completion middle of December.
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,
*********************
******************************
************
Home Care Manager
MDC Holdings, Inc. | Richmond American Homes
3200 ******************* | Suite 110 |*********, ** 95661
RichmondAmerican.comInitial Complaint
Date:12/08/2022
Type: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 a model home from Richmond American (RA) at *****************************. in ********, ** on 12/23/21. The price of the home was $576k with $18k in flooring. Prior to closing we had a walkthrough with the Richmond (RA) Construction Superintendent who noted items needing to be fixed/replaced on a guided tour list. One item was cracked floor tile that ran lengthwise in our flex room. We were told it would be replaced after closing. The floor tile issue is not resolved and is growing worse with time. Along with the cracking, we have loud snapping noises daily, and a lot of hollow tile in the house. We have been in contact with RA since Dec. 2021 on this. The floor and foundation were inspected multiple times by RA, ILG the flooring company, and a 3rd party inspector ************************* in August 2022, but no info has been shared with us. We were given dates to replace tile that didn't occur. In October, ** told us no date is scheduled due to lack of tile setters, yet they are installing in new construction. We were told it will be early 2023, they will have a better idea what they are dealing with, and if it needs repair, what type once tiles are removed in flex room. Neither RA or ILG has told us the cause, the plan to fix this, or a firm date. We just found a new crack in the garage epoxy floor in same area it appears inside the home and told RA; they minimized it. The new crack and other issues have us very worried that this is a structural integrity issue with the post tension foundation and we are concerned delays are making it worse. We have no faith that just replacing tile will resolve the issues. We want an independent engineer who specializes in post tensioning and soil issues in ** to inspect the foundation now, certify to us it is structurally sound, and/or advise the cause of the issues, and how to resolve them. We want a date from RA with specific details on how the foundation and/or flooring issues will be resolved, not vague info or dates.Business Response
Date: 12/16/2022
12/16/2022
******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 **************. #***
******,** 80210
RE:BBB Case # ********
To Whom It May ***************** have spoken with Mr. and ***************** in regards to their flooring/foundation concerns and have agreed to our next steps toward resolution. They will submit a claim to the *** for the structural evaluation while I pull all prior inspections and documentation to assess the tile work we should need to perform.We will reconvene to decide on the extent of the repairs and/or replacements required, along with the coordination of dates and times for this work.
We apologize for any frustration our customers may have experienced and will work toward resolving these concerns.
Please let us know if you have any questions.
Sincerely,
*************************
Home Care Director
Richmond American HomesInitial Complaint
Date:12/08/2022
Type: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.
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,
***********************Business Response
Date: 12/15/2022
To Whom It May ****************** are in receipt of **************** complaint and our Construction Superintendent *********************** had the discussion to reschedule his repairs for after the holidays in January.
We apologize for any frustration our customer may have experienced and will work towards resolving his concerns.
Please let us know if you have any questions.
Sincerely,
*************************
Home Care Director
Richmond American Homes
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