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

  2490 Paseo Verde Pkwy Ste 120 Henderson, NV 89074-7121

• 

  Richmond American Homes

  3550 Buschwood Park Dr STE 180 Tampa, FL 33618-4459

• 

  Richmond American Homes of Nevada, Inc.

  7770 Dean Martin Dr Ste 410 Las Vegas, NV 89139-6603

• 

  Richmond American Homes

  505 Plaza Cir., Ste. 206 Orange Park, FL 32073

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:11/15/2022

  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 in sept 22 and were promised that several pieces of scratched flooring in our kitchen area would be repaired /replaced.It is now 2.5 months and after several promises that it in the works no one will come to do work that was noted in walkthru .i asked expeditor today about it and he says in the works- lol We want this repair replacement done as agreed upon - tome frame thus far totally unacceptable.

  

  Business Response

  Date: 11/22/2022

  To Whom It May ******************* Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the items to be addressed. The flooring company has ordered the material and has been in contact with ****************  Our customer service representative, ***************************, has been in contact with **************** as well and was even at his home the day he sent in the complaint.  I am confident that **************** is well informed and understands that we are making the proper efforts to ensure his issue is resolved with his flooring. We are happy to follow up once material has arrived and scheduling has been confirmed.
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve this open item.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  *************************
  Vice President of ********************** **********
  Richmond American Homes

• Initial Complaint

  Date:11/13/2022

  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.

  15 Apri 2021 We live in a brand new community in ********, Richmond American Homes FALCON RIDGE . there are 83 homes and so far 72 homes/lots have been sold. as of today there are at least 15 homeowners who are having issues. there are so many to list as each home has different issues and we need to be able to provide everything in order to get a resolution. we closed on 15 April with many items open which should have been completed prior to close but the sales agents would tell us if we did not close we would be paying a daily interest fee of over $400. I felt this was a threat to us, as of today we continue to have issue and the builder can't seem to get it together, we need assistance as a community. question I have is can we provide the information as a community or is it better to provide as single home owners? your assistance is greatly appreciated .I don't want to submit any documents or pictures yet, as we want to be able to be heard by this builder.***************************

  

  Business Response

  Date: 11/22/2022

  To Whom It *** ***************************** Manager ********************* has been in contact with ***************** and is working with our ********* Rep and Superintendent in tandem to make sure we are moving his repairs to completion. We are absolutely experiencing many trade delays not only in his community, but in others throughout the valley. We have most of his known items on schedule with the exception of the one tile in the master shower as they would like to hold off on that repair for now due to the inconvenience of the shower being down during the repair process.
  
  We apologize for any frustration the customer may have experienced and we are working to resolve their concerns.
  
  Please let us know if you have any questions.
  

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18384638
  
  I am rejecting this response because: Even though we are getting some fixes done, I had the cabinet folks arrive yesterday and only fixed 1 door as they were only told to fix one.  I had submitted 2 doors with damages, and now I have to wait because the information is not being clear.  For today the front of the house was to be completed, it's 1 pm and so far no one has shown to start the job, this will not be an hour job as I'm sure it has to be set up as a 2 or 3 day job.  I also have another trade schedule for tomorrow and do hope they come here to complete the job. 

  Please have the builder provide accurate information so we can get this done promptly!

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

  

  Business Response

  Date: 12/12/2022

  To Whom It *** ***************************** Manager ********************* has been in contact with ****************** and is working to make sure we are moving his repairs to completion. We are absolutely experiencing many trade delays not only in this community, but in others throughout the valley. We have completed these repairs with the exception of the one tile in the master shower as they would like to hold off on that repair for now due to the inconvenience of the shower being down during the repair process, and the stone work out front which should be completed this week provided we do not experience rain delays.
  
  We apologize for any frustration the customer may have experienced and we are working to resolve their concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *************************
  Home Care Director
  Richmond American Homes

  Customer Answer

  Date: 01/09/2023

  Good morning,

  I wanted to complete this complaint but I'm not able on line.  I just wanted to let BBB know Richmond American Homes have completed the outstanding work orders that I had brought up. 

  ************************* and his staff were very responsive and attentive to our issue.

   

  Thank you for everything.

   

  ******

• Initial Complaint

  Date:11/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/30/2022, I attempted to purchase a home with Richmond American Homes, ********************** community. I had put $12,579 down for my ******* money. Unfortunately, the economy changed and at that point we no longer qualified financially. We asked for an extension be granted and were told Richmond has decided to place the house on the market not giving us an extension. Then we were emailed the termination letter stating terminated buyer unable to sell current home and because my home didnt sell I no longer qualified financially. I have no control over what your representatives write on the form, I believe this statement was written because they dont want to issue a refund. In the contract it states 6.4 Failure to Obtain Loan Commitment; Extensions. If ***** fails, despite best efforts, to obtain the Loan Commitment by the Loan Commitment Date, then the Loan Commitment Date may be extended by an authorized representative of Seller. Seller may in its sole discretion require Buyer to make application (as provided above) with at least two additional qualified Lenders. If Buyer fails, after full cooperation, to timely provide a written Loan Commitment, Seller may terminate this Agreement, and the Deposit, and the Personalization Deposit shall be refunded to Buyer, except that portion attributable to Personalization selections already ordered by Seller, and both parties shall be relieved of further obligations under this Agreement. It is expressly agreed with respect to VA guaranteed loans only, that if *****'s application for VA guaranteed financing is rejected by the Lender, Buyer may terminate this Agreement and, notwithstanding any contrary provision in this Agreement, Buyer will receive a refund of the Deposit and Personalization Deposit. I am unable to qualify for a loan, my extension denied, Richmond terminated my contract and keeping my entire $12,579? I would like a refund of my $12,579 per the contract agreement we signed.

  

  Business Response

  Date: 11/14/2022

  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** understand the consumers frustration; however, this situation must be handled in accordance with the signed Purchase Agreement. We recognize the situation may not always be the same, but due to the legality and responsibility of our company to remain equal amongst all contractual specifics we are unable to refund the ******************** deposit. 
  
  
  We apologize for any frustration our customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *************************
  Richmond American Homes
  Sales Manager ******

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18384929
  
  I am rejecting this response because: I am wondering why I cannot be refunded when the contractual agreement states that I am eligible and should be refunded. Please highlight for me in the contract that supports the claim I am not eligible. As I highlighted my situation in the contract and it states I should be refunded.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/21/2022

  Hello,
  
  I am standing in for ****** for this response.
  
  If you look at paragraph 6.5 in the Purchase Agreement,
  it states very clearly that once you accept the loan commitment, the deposit is non-refundable:
  
  Loan Commitment. Once the Loan Commitment is issued, ***** will be deemed to have accepted the Loan Commitment unless Buyer otherwise notifies Seller in writing within two days after issuance of the Loan Commitment. If Buyer gives Seller such notice within the two day period, then Seller may terminate this Agreement, or, in its sole discretion, extend the Loan Commitment Date in accordance with the preceding paragraph. Once Buyer accepts the Loan Commitment, the Deposit and the Personalization Deposit shall be non-refundable to Buyer except as may otherwise be expressly set forth in this Agreement and except with respect to VA guaranteed loans, and ***** agrees to use best efforts to satisfy all Loan Commitment conditions.
  
  Since you had loan approval on 1/31/2022 from ******** Services Unlimited, if you do end up selling your current home and want to come back and re-write, we will honor their EMD through the end of this calendar year.
  
  Thank you. 

• Initial Complaint

  Date:11/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience is only one of numerous issues regarding Richmond American Homes (RAH). I have found that these issues are so prevalent the local TV station reported on these issues several times.The issue is for new construction homes where RAH has scheduled closing dates for properties that do not have the Certificate of ********* ***** My issue is the construction of the property was far from complete with RAH knowledge the ** was not issued.There were numerous delays during construction. The RAH agent stated they are because theyre stretched thin. These delays are not acts of God and well within the control of RAH.Two days before the re-scheduled walkthrough a substantial amount of work remained, yet the RAH agent insisted they would maintain the schedule. RAH was aware the property had no power, electrical outlets were not installed, plumbing fixtures missing, appliances not installed, ****** board siding that was guaranteed to be completed by the Construction Superintendent remained unfinished, framing inside the house was still not finished - this list goes on.With the construction incomplete and no **, in violation of the Purchase Agreement, I notified RAH in writing that I would not be moving forward with the inspection, closing and final purchase of this property and pay them the remaining balance for the purchase price of $661,205. They are now withholding my deposit of $11,900.This has been pure agony. The delays and disorganization, items acknowledged by the RAH agent, I have lost over $150k+ in equity for the sale of my current home. This doesnt account for costs associated with my move across the country with information RAH provided.It was realized that in the weekly updates how RAH had misrepresented what was accomplished and the remaining work. What was also realized, and most disturbing is the complete lack of concern for the buyer. This is reflected in their BBB Customer Review Rating.

  

  Business Response

  Date: 11/17/2022

  11/17/22
  
  ******/******* Better Business Bureau
  Attention:***********************
  4350 ***********
  ******,** 80237
  
  RE:BBB Case # ********
  
  To Whom It May ****************** September 25, 2021, ********************* signed a Purchase Agreement (i.e. contract) to purchase the property (i.e. home) referred to as ***** ********** Parkway. 
  
  Although it is in the best interest and intention of all parties to complete construction as quickly as reasonably possible, the contract provides the Seller, Richmond American Homes up to two years from the date the Buyer executed the agreement to complete the construction of the home.  Further, the contract specifically states that the Buyer acknowledges that Delays are not a default by Seller under this Agreement and Seller shall not be liable to Buyer in any respectsarising out of or relating to any Delays.
  
  Pursuant to the contract, the home is deemed complete at the date on which a final certificate of occupancy is issued by the governing authority.  Further, a closing date is the date in which the Seller will deliver title and possession of the Property which can occur upon the procurement of the certificate of occupancy. 
  
  Regrettably, due to unprecedented and continuing various supply, material and labor shortages and delays in the homebuilding as well as many other industries, including municipal entities, the predictability of installation of various items and completion of construction can unfortunately be a moving target. 
  
  Despite having no legal obligation to provide any predetermined advance notice of closing date/time, Richmond American Homes provided a tentative closing date to **************** of October 18, 2022 and a guided tour orientation date of October 11, 2022.  The guided tour orientation is an opportunity for the Buyer and Richmond American Homes construction representative to perform a walk-through inspection of the Property and for the Buyers homeowner orientation.
  
  On October 10, 2022, prior to the scheduled guided tour orientation and tentative closing date, **************** sent an email notifying the Sales Associate,****, of his intention not to attend the meeting on the 11th, not to close and his intention to cancel the contract.
  
  As it was Richmond American Homes hopes that although **************** did not do the home orientation and communicated that his wishes to terminate the agreement,that upon full completion of the home, he would decide to move forward with the purchase and close accordingly.  Thus, Richmond American Homes did not at the time terminate the contract, but rather communicated to **************** the fact that he did not qualify for a refund and that we would proceed with the completion of the home.
  
  However,after repeated communications from ****************, including a telephone conversation with the ** of Sales, ************************* it was apparent that *************** was steadfast in his decision to terminate the contract despite the knowledge that he would not be entitled to a refund and as such a termination agreement was sent to him via docusign on October 21st. 
  
  *************** failed to execute the document and so, on October 31, 2022, pursuant to the Purchase Agreement, Section 24, which states Buyer will be in default under this Agreement if Buyer: advises Seller in writing or orally that Buyer does not intend to or will not fully perform any of its obligations under this Agreement and that If Buyer is in default prior to Closing, Seller may:Terminate this Agreement in which case the Deposit shall be paid to Seller as a reasonable estimation of Sellers actual damages, Richmond American Homes terminated the contract and provided written notification of same to **************** on that day.
  
  We do regret Mr. ******* decision not to proceed with the closing, however, the result of his decision, as documented in the mutually agreed upon and executed Purchase Agreement, is that all deposit monies are retained due to his default.
  
  Sincerely,
  *************************
  V.P. of Sales, ************
  Richmond American Homes

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18380409
  
  I am rejecting this response because:

  To Whom It May ************************* I would like to address Ms. ******** statement that we have spoken this is completely false. I never spoke with her at any time. Please reference the attached file showing the search results for Ms. ******** work number in my phone and request ****************** to provide similar documentation for such a phone call.
  
  In the Purchase Agreement, Section **** it states:  Seller shall have such additional time for completion of construction as Seller has been delayed because of acts of God, impossibility for reasons outside of Seller's control, war, civil disorder, acts of terrorism, the failure of Buyer to make timely decisions relating to construction of the Home required by this Agreement and other causes of a similar nature relating to construction of the Home that are outside Seller's control.
  
  Both the real estate agent and the construction superintendent for *** repeatedly stated these delays are due to their limited personnel resources - delays due to limited resources are not acts of God and are well within the control of RAH.Other home builders do not have issues as often and of this magnitude.
  
  Still, ***************** is obfuscating the issue for the failure to provide the Certificate of Occupancy for the subject property, therefore rendering the property legally uninhabitable. Their full intention was to close on the property and collect funds.
  
  I was forced to terminate this agreement because in the Purchase Agreement, Section **** for *************** Item List it states: Execution of *************** Item List by Buyer shall evidence Buyer's acceptance of the Home subject to *************** Item List and the Limited Warranty. The existence of Guided Tour Item List items or other non-structural construction imperfections shall not render the Home incomplete, or entitle Buyer to terminate this Agreement, withhold or escrow funds at Closing, or delay the Closing, as long as a Certificate of Occupancy has been issued for the Property. By participating in *************** I would have been contractually obligated to close on this home. *** knew the ** was not issued, yet they did not provide this information to me, the buyer.
  
  However, I had verified with the ******************************************* that the ** had not been issued as of Oct-24th The request and their response are attached as evidence.
  
  It was clearly the intention of RAH to close and collect funds is evident because I, the buyer, was not provided a revised closing date to accommodate any additional delays, neither written or verbally.
  
  These ethical violations are in direct opposition to the principals of the ******************** of Realtors for misrepresentation and concealment of pertinent facts relating to the property and to the upcoming transaction. This business practice seems to be commonplace with RAH based on past performance with other home buyers.  It has been so commonplace that on a major social media platform a group has been established where potential homebuyers and new homeowners have presented similar actions where RAH has forced buyers to close on unfinished homes to collect funds or to walk away from deposits, and to document major quality issues in unfinished homes.
  
          Summarizing,it is noted that RAH has presented false information on several occasions as evidenced by Ms. ******** statement above and justifications for the prolonged delays. These delays and mismanagement of personnel resources,items acknowledged by the RAH agent, have resulted in over $150k+ lost in equity for the sale of my current home. There are added costs associated with my move across the country with false information RAH provided.
  
  The property did not have the Certificate of Occupancy at the scheduled time of closing.
  
  In addition, RAH failed to provide any notifications, either verbally or written, of additional delays to the closing date is evidence of their clear intention to close on the property and collect funds for a dwelling that is legally uninhabitable. These are very egregious ethical violations for withholding information about the status of the **.
  
  Based on their presentation of false information, the failure of RAH to notify the buyer of the status of the **, and not providing the buyer either any verbal or written communication of any intention to move the closing date, RAH has failed to provide the residential dwelling as outlined in the contract and has breached this agreement. Given this evidence, they therefore must fully reimburse all deposits monies.

   

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

  

  Business Response

  Date: 12/13/2022

  To whom it may concern:
  
  As stated on our initial response, on September 25, 2021, ********************* signed a purchase agreement (i.e. contract) for a new home referred to as ***** ********** Parkway (see Attachment Purchase Agreement Parine).  Per Section 12, Paragraph ****, of the contract,Seller is obligated to Complete the Home within two years from the date that Buyer executes this Agreement.  There is no other mention of a timeframe for completion, implied or stated.
  
  At 2:34 pm on October 10, 2022, **************** sent email to our Sales Associate which stated, I will not be moving forward with the inspection, closing and find purchase of this property. (see Attachment Parine Request to Terminate. 
  
  As a result of this communication whereby **************** requested cancellation and pursuant to Section ****, Paragraph ****.1, of the contract which states,Buyer will be in default of this Agreement if Buyer: (i) advises Seller in writing or orally that Buyer does not intend to or will not fully perform any of its obligations under the Agreement; (ii) fails to fully perform any provision of this Agreement; (iii) breaches any representations or warranties in this Agreement; or (iv) fails to close.  Further in Paragraph ****.1.1, it states that the remedy for Buyer default as mentioned in Paragraph ****.1., is that the Seller may terminate this Agreement, in which case the Deposit, shall be paid to Seller as Liquidated Damages., Richmond American Homes did terminate the contract and retained all deposits received on October 31, 2022.
  
  To more specifically address Mr. ******* assertion that Richmond American Homes breached the contract, please note Paragraph **** which **************** refers to, addresses delays beyond the contract timeline of 2 years for required completion of the home.  As the contract was executed by **************** on September 25, 2021, contractually the home would not be required to be completed until September 25, 2023.  **************** communicated his intention not to proceed without giving the required time for Richmond American Homes to complete the home. 
  
  Although **************** communicated his intent to fail to perform, i.e. cancel, in advance of any scheduled closing date, should he not have done so and the home not have been complete on the scheduled closing date, Paragraph **** of the contract, clearly provides that should a home not be complete on the closing date, the Closing Date shall be extended up to forty-five days.  It was never Richmond American Homes full intention to close on the property and collect funds as **************** asserts, but rather had the home not been completed on the day of closing, Richmond American Homes would have simply delayed the closing as permitted to do per the terms of the contract,until which time the home was complete. 
  
  We do regret Mr. ******* decision not to proceed with the closing, however, the result of his decision, as documented in the mutually agreed upon and executed Purchase Agreement is such that all deposit monies are retained due to his default.
  

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18380409
  
  I am rejecting this response because:

  To Whom It May ****************** continues to avoid the stated complaint - not having the Certificate of ********* **** issued for the property at the time of closing as stated in the Purchase Agreement. This failure by RAH to execute to the Purchase Agreement is a failure to execute to the Purchase Agreement and a breach of the contract on their part.
  
  The ** must be issued at closing this contractual requirement can be found in Section **** where it states explicitly the ** is to be issued for the property at the scheduled time of closing: Execution of *************** Item List by Buyer shall evidence Buyer's acceptance of the Home subject to *************** Item List and the Limited Warranty. The existence of Guided Tour Item List items or other non-structural construction imperfections shall not render the Home incomplete, or entitle Buyer to terminate this Agreement,withhold or escrow funds at Closing, or delay the Closing, as long as a Certificate of ********* has been issued for the Property.
  
  RAH had full knowledge the ** was not issued and did not provide this information to me, the buyer. Withholding information about the status of the ** is, again, a very serious and egregious ethical violation.
  
  RAH did not provide any notification of additional delays or a revision to the Settlement Letter for a rescheduled closing date. Again, referencing Section **** of the Purchase Agreement, it states that RAH (Seller) will deliver title and possession of the Property. Continuing:"Closing" is defined as delivery of title to the Property to Buyer and disbursement of the Total Purchase Price to Seller, subject to closing costs and adjustments. The actions taken by RAH are asserting: 1) Construction is complete, and 2) The ** for the property has been issued. Their intention to close and collect funds are for a dwelling that is legally uninhabitable - a flagrant violation of the Purchase Agreement.
  
  RAH continues to avoid this fact that the ** for the property was not issued. The evidence showing the ** had not been issued as of Oct-24th was submitted previously, and have again included this this information from the *******************************************. (Ref files: ******************************************* - Records Request and *********************************** - Note 20221024)
  
  The actions taken by RAH of not providing a revision to the Settlement Letter of a revised closing date, and most significantly, not having the ** issued for the property at the scheduled time of closing is a failure to execute and a breach to the Purchase Agreement. Given their failure to execute to the Purchase Agreement they therefore must reimburse all deposit monies.
  
  These violations raise questions of the ethics and business practice by RAH and appear to be quite common. Other homebuyers and homeowners have established a group on a major social media platform (FB) where they have presented many similar issues with RAH documenting major quality issues, have forced buyers to close on unfinished homes, or to walk away from deposits altogether.
  
  ********************************************************************************************************************************************************************************************************************************
  
  ***********************************************************************************************************************************************************************************************************
  
  *******************************************************************************************************************************************************************************

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

  

  Business Response

  Date: 01/11/2023

  To whom it may concern, 

  On September 25, 2021, ********************* signed a Purchase Agreement (i.e. contract) to purchase the property (i.e. home) referred to as ***** ********** Parkway. 
  
  Although it is in the best interest and intention of all parties to complete construction as quickly as reasonably possible, the contract provides the Seller, Richmond American Homes up to two years from the date the Buyer executed the agreement to complete the construction of the home.  Further, the contract specifically states that the Buyer acknowledges that Delays are not a default by Seller under this Agreement and Seller shall not be liable to Buyer in any respectsarising out of or relating to any Delays.
  
  Pursuant to the contract, the home is deemed complete at the date on which a final certificate of occupancy is issued by the governing authority.  Further, a closing date is the date in which the Seller will deliver title and possession of the Property which can occur upon the procurement of the certificate of occupancy. 
  
  Regrettably, due to unpresented and continuing various supply, material and labor shortages and delays in the homebuilding as well as many other industries, including municipal entities, the predictability of installation of various items and completion of construction can unfortunately be a moving target. 
  
  Despite having no legal obligation to provide any predetermined advance notice of closing date/time, Richmond American Homes provided a tentative closing date to **************** of October 18, 2022 and a guided tour orientation date of October 11, 2022.  The guided tour orientation is an opportunity for the Buyer and Richmond American Homes construction representative to perform a walk-through inspection of the Property and for the Buyers homeowner orientation.
  
  On October 10, 2022, prior to the scheduled guided tour orientation and tentative closing date, **************** sent an email notifying the Sales Associate,****, of his intention not to attend the meeting on the 11th, not to close and his intention to cancel the contract.
  
  As it was Richmond American Homes hopes that although **************** did not home orientation and communicated that his wishes to terminate the agreement, that upon full completion of the home, he would decide to move forward with the purchase and close accordingly. So, Richmond American Homes did not at the time terminate the contract, but rather communicated to **************** the fact that he did not qualify for a refund and that we would proceed with the completion of the home.
  
  However,after repeated communications from ****************, including a telephone conversation with the ** of Sales, ************************* it was apparent that **************** was steadfast in his decision to terminate the contract despite the knowledge that he would not be entitled to a refund and as such a termination agreement was sent to him via DocuSign on October 21st. 
  
  *************** failed to execute the document so on October 31, 2022, pursuant to the Purchase Agreement, Section 24, which states Buyer will be in default under this Agreement if Buyer: advises Seller in writing or orally that Buyer does not intend to or will not fully perform any of its obligations under this Agreement and that If Buyer is in default prior to Closing, Seller may:Terminate this Agreement in which case the Deposit shall be paid to Seller as a reasonable estimation of Sellers actual damages, Richmond American Homes terminated the contract and provided written notification of same to **************** on that day.
  
  We do regret Mr. ******* decision not to proceed with the closing, however,result his decision as documented in the mutually agreed upon and executed Purchase Agreement is such that all deposit monies are retained due to his default.
  
  Sincerely,
  *************************
  V.P. of Sales, ************
  Richmond American Homes

  Customer Answer

  Date: 01/31/2023

  To Whom It May ********************************************** is again misstating facts and fabricating false information.  
   
   First, as was provided previously, paragraph **** in the Purchase Agreement states:  
  Seller shall have such additional time for completion of construction as Seller has been 
  delayed because of acts of God, impossibility for reasons outside of Seller's control, war, civil 
  disorder, acts of terrorism, the failure of Buyer to make timely decisions relating to construction of the Home required by this Agreement and other causes of a similar nature relating to 
  construction of the Home that are outside Seller's control ("Delays")... As was also provided previously, the real estate agent for RAH and the construction superintendent both repeatedly stated delays are due to their limited personnel resources - delays due to limited resources are not acts of God and are well within the control of RAH.  
   
  Second, as was previously stated and re-stated above, ****************** and I have never spoken with each other on the telephone. Her statement of our conversation and termination agreement sent via DocuSign on October 21st is fabricated and false information. 
   
  Thirdly, and presented as further evidence, Ref Email 2022-10-10 - Completion and Closing, where I had stated very clearly that I will not be moving forward with the inspection, closing, and final purchase of the property. At that time, never did I state, or imply, I was steadfast in his decision to terminate the contract.  Again, another false narrative presented by ******************* 
   
  With regard to this complaint, since RAH failed to provide the Certificate of Occupancy at the time of the walk-through and closing, dates controlled by RAH, I would not be able to obtain mortgage financing through the lender on a property without the **.  Given the evidence presented, it was the intention of RAH to close and collect funds are for a dwelling that is legally uninhabitable - a flagrant violation of the Purchase Agreement.  
   
  RAH continues to avoid acknowledging the ** for the property was not issued. They have repeatedly misstated facts and presented false information. Their failure to perform to the terms and conditions of the Purchase Agreement and failure to provide the ** at closing, forcing the inability to purchase the property, is a breach to the Purchase Agreement. Given their failure to execute they therefore must reimburse all deposit monies. 
  
  ++++++++++++++++++++++++++
  Regards,
  *********************
  

  
  

  

  Business Response

  Date: 02/13/2023

  To whom it may concern:
  
  Again,as stated previously, in advance of any scheduled Guided Tour Orientation or closing date, and without making any attempts to attend a Guided Tour Orientation,****************, via email sent on October 10, 2022, notified Richmond American Homes of his absolute intent not to attend any Guided Tour Orientation or closing (see attached).
  
   Again, the assertion that Richmond American Homes was in breach for failing to have the Certificate of ********* **** issued at the time of closing is in fact an impossibility if no closing occurred.  The sole reason no closing occurred was due to Mr. ******* decision not to proceed with his contractual obligation to close as per the terms of the contract, which as already outlined in the prior responses, provides Richmond American Homes up to 2 years to complete construction and obtain CO. 
  
  Again,we do regret Mr. ******* decision not to proceed with the closing, however, the result of his unilateral decision, as documented in the mutually agreed upon and executed Purchase Agreement is such that all deposit monies are retained due to his default.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18380409
  
  I am rejecting this response because:

   

  First,to address Ms. ******** statement that I did not make any attempts to attend a Guided Tour Orientation - I have photographic evidence of daily visits to the construction site showing surveys conducted. In addition, I can provide correspondence with the on-site real estate agent requesting one-on-one meetings with her and the production manager to discuss the lack of progress and to voice my concerns of meeting their schedule commitments. ****************** has a propensity of making false statements without any supporting facts.
  
  ***************** is again obfuscating this complaint for Richmond American Homes (RAH) not providing the Certificate of ********* **** per the Purchase Agreement. The ** is to show construction is completed and the home can be lawfully occupied without the ** financing would not be approved and therefore unable to move forward with the closing and purchase of the house. The responsibility of RAH to provide the ** is outlined in the following:
  
  The Purchase Agreement states Section **** Completion. The date on which a final certificate of occupancy, a temporary certificate of occupancy, or a final inspection and approval for occupancy is issued by the appropriate governing authority ("Certificate of *********") allowing the Home to be lawfully occupied, shall be deemed the date on which Seller has completed construction for purposes of this Agreement ("Complete" or "Completion").  
  
  Furthermore, in this section it is stated that upon completion of the home is defined as the ** being issued by the local authority,and to be legally occupied the ** was not issued. This is the foundational issue for this complaint and which *** has failed to address.
  
  RAH continues to avoid addressing the ** for the property was not issued. The evidence showing the ** had not been issued as of Oct-24th was submitted previously, and will again submit the information from the ******************************************* confirming this. (Ref files: ******************************************* - Records Request and *********************************** - Note 20221024)
  
  The Purchase Agreement further states Section15.1 Guided Tour Orientation. Seller shall notify Buyer of Completion of the Home ("Notice of Completion") and schedule a time and date for Buyer and Seller to perform a walk-through inspection of the Property and for Buyer's homeowner orientation ("Guided Tour Orientation").
  
  Here It is stated explicitly the responsibility is for RAH to provide notification of the scheduled walk-through and notify the buyer the completion for the construction of the home. RAH is allowed up to two years for the completion of the home, however RAH did NOT provide any notification of a change to the scheduled dates.
  
  It is my firm belief that RAH had taken deliberate action to schedule the closing of the property without the Certificate of ********* **** being issued, in violation of Section ****, and knowing that without the ** the mortgage loan would not be approved.
  
  Without the ** being issued and unable to get approved for the mortgage loan, I informed RAH in the email titled: Completion and Closing for **********************************, dated October 10, 2022 that I would not be moving forward with the inspection, closing and final purchase of this property.
  
  It should be noted that in that email never did I state to terminate the purchase of this home, only that I am unable to move forward, another false statement by ******************. My belief is given these circumstances RAH would state that I, the buyer was terminating the agreement and therefore retain the deposit so they could capitalize on the prevailing market conditions and see the property for additional gains of $86K+.
  
  *****************************************************************************************************************
  
  ******************************************************************************

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

• Initial Complaint

  Date:11/09/2022

  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 have lived in my house for a year and they have not completed any of the items on our move in, 30 day, 60 day and one year list that we have given them. I cannot get a call back to schedule a one year meeting with them to fix the items that they said they would fix. They just stopped responding to us. We have a lot of issues with the home that they said they would fix when we moved in.

  

  Business Response

  Date: 11/17/2022

  11/17/2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It *** ***************************** Team have confirmed they reached out to the consumer to start scheduling the items to be addressed. We are currently scheduled with the Weavers to address these warranted items on 12/14 and 12/15.
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve the open items.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************************
  VP of Operations, MDA
  Richmond American Homes

  Customer Answer

  Date: 04/28/2023

  I purchased my home from Richmond American homes brand new. We did a walkthrough of our home and found issues that they said they would fix, at our one year they did a walkthrough and we showed them the same issues from before plus more. We will be in *********** years in September and they still have not completed the things they said they would. I have flooring coming apart and parts of our cabinets broken and falling apart from move in that they have not fixed. I cannot get any answer from the Warranty representative or Richmond. All we have gotten is that they a scheduling people and we have heard that since we have moved in.

  Finish the Job
  

  
  

  Customer Answer

  Date: 04/28/2023

  I purchased my home from Richmond American homes brand new. We did a walkthrough of our home and found issues that they said they would fix, at our one year they did a walkthrough and we showed them the same issues from before plus more. We will be in *********** years in September and they still have not completed the things they said they would. I have flooring coming apart and parts of our cabinets broken and falling apart from move in that they have not fixed. I cannot get any answer from the Warranty representative or Richmond. All we have gotten is that they a scheduling people and we have heard that since we have moved in.

  Finish the Job
  

  
  

  

  Business Response

  Date: 05/15/2023

  To whom it may concern:
  
  ****,our ********* Manager for this area, visited ***************** at her home to review the outstanding list of warrantable items. Following the visit, **** has scheduled an appointment with the trades to address these items on June 1st.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  ***************************
  VP of Operations, MDA
  Richmond American Homes

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 18379526
  
  I am rejecting this response because:
  

  We have had them come out multiple times and they always said that they would send someone out and we still have not gotten anything fixed.  I want to make sure that they follow through this time. 

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

• Initial Complaint

  Date:11/06/2022

  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 recently purchases a brand new home from Richmond American Homes. They rushed ** to close the escrow as soon as possible. During this time they rushed through the build and left with many quality related issues. We were told that since we have a warranty with them we don't need to worry about anything. They will fix every issue, even after closing. The following issues still remain:1. ************* gate does not close. It is completely misaligned with the latch system. You literally have to pick up the door and forcefully latch it to close. 2. The screen sliding door does not stay in the groove. It constantly keeps coming off 3. The oven glass has scratches. They knew about it and sent a new one. Guess what? The new one had the same scratches and the delivery person took it back. Still waiting on the replacement.We have little children and issues #1 and #2 are a safety concern. We have been reaching out to Richmond American's warranty service via their online warranty service portal, email, phone calls and texts and no one is responding.

  

  Business Response

  Date: 11/14/2022

  11/14/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ******************* Construction Team confirmed they contacted the consumer to start scheduling the items to be addressed. The screen door adjustment is scheduled for 11/15/22 and confirmed with the homeowner.We also have the gate latch adjustment being addressed on 11/15/22. All the construction roll over items are being addressed by our onsite construction staff and will be completed by the end of the month of November.
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve the open items.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  *********************
  Construction Manager, ********** Division
  Richmond American Homes

• Initial Complaint

  Date:10/25/2022

  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.

  My family decided to buy our first home with Richmond American and it has been a nightmare. We did our final walk through on June 24th with **** who is head of construction in my community. He walked us around our house basically tried to distract us from the task of pointing out imperfections that need to be fixed by talking our ear off about anything other than our home and would put his body in between an area where he didnt want us to go. I let it go because we were so excited to move into our new home. In the time we have been here our ac unit had to be rewired because it wasn't working properly and we had an expensive electric bill from it. 3 out of 4 sinks are leaking and they have yet to fix these issues. The ceiling is wavy in the master bedroom and **** said if I wanted a straight ceiling then I should have built a custom home what a joke! I have flickering lights in my master bathroom. They had to water my new sod for 3 months that was supposed to come with the price of the home and I just received a $2600 water bill and they are only covering $600 and refuse to cover any of my $1700 sewer bill which is based off of the amount of water used. I am so upset my family is stuck in a money pit. These people are criminals and should he shut down. My family worked so hard and saved up so much money to afford a single family home in todays world and they dont even care about the consumers well being. Just getting people into homes.

  

  Business Response

  Date: 11/01/2022

  10/26/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May Concern:
  
  Richmond American Homes conducts two walk throughs prior to closing. The Richmond Ready Presentation appointment, (which is the June 24th final walk through referred to in the BBB complaint), is to review the list of items to correct from the prior walk through and demonstrate any further functions of the home that the buyers may have questions around. At this time the items were completed from the list generated at the first walk through and we assure the consumer that at no point did we hide any items from them.
  
  Watering sod is part of homeowner maintenance and it is not the responsibility of Richmond American Homes to pay the utility bills. We explained to the homebuyers it is their responsibility to keep the sod alive during its initial installation,especially during the summer months. We also explained that sod would not be covered under the contractually agreed upon RWC limited warranty in place on the home.
  
  Our ******************** has worked in the home on multiple occasions but this is the first time we have been made aware of any sink concerns. We will be in touch with the Mccanes to ensure this is being addressed, if applicable, in as timely a fashion as possible.
  
  We apologize for any frustration the customer may have experienced and will continue to provide the best assistance we can for our buyer.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  ***************************
  VP of Operations, Mid Atlantic
  Richmond American Homes
  

• Initial Complaint

  Date:10/25/2022

  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 builder representative at Richmond American falsely generated a purchase agreement in a manner of terms that were not in accordance with what the discussed agreement was. The purchase of the home was CONTINGENT on the sale of my current home. However, the builder Richmond American generated the contract as non-contingent to get the deal going as fast as possible. Then Richmond took far too long to build the home, with structural defects and substandard workmanship, materials, and no schedule for trades to complete tasks by. Additionally, we have not been able to sell our current home and have been denied by the lender due to this. We were advised by ***************** at Richmond to get another letter of denial. Which placed more inquiries on my credit. And now Richmond Am. is refusing to return my ******* money to me. Despite their contract stating in their contingent section that the money is to be returned. The lender also advised me the financial documents were all signed as contingent. The lender also stated that Richmond American should be giving the ******* money back due to the contingency clause in the financing contract. Additionally, the home is in violation of the standard of quality clause in their contracts. Due to the numerous documented quality issues with the structure of the home, roof leaks, deteriorated roof membrane, dry rot damage, and the suffering of 16 months of being disregarded (have proof of lack of communication),being threatened of trespass by the construction manager ****,due to me calling the county,and the county documenting their deficient building practices,and now being told they will not return my ******* money. Richmond American has cost me 16 months of agony, over $100k in loss of equity of my current home all due to their elongated build time and total disorganization. This builder does not care about its consumers, or the experience of their consumers. They take their money and run. ALL I WANT IS MY ******* MONEY RETURNED.

  

  Business Response

  Date: 10/25/2022

  10/25/2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** understand the consumers frustration; after examining the pertinent information, we have concluded that a refund is in order. Expectations have been communicated to the consumer and we are currently processing the refund of ******* deposit money.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *******************************
  Vice President of Sales, ************
  Richmond American Homes

  Customer Answer

  Date: 10/25/2022

   
  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. Thank you to the leadership team for quickly stepping in and resolving the issue. Thank you Richmond American for your understanding. I appreciate it. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We worked with Richmond American Homes when we were considering building a new home. I am a combat veteran, and a VA buyer. We worked with **************** to find a home we loved but were uncertain with the current condition of the market. Our major concern was the rising interest rates, and the tanking home market. In fact, we originally did not reserve the home and left to think about it for a couple of weeks. We spoke with ****** again at another date, and she told us that since we are VA buyers, we technically did not need to make a big deposit, and if we were not happy with our interest rates, we could cancel the sale and get our deposit. She specifically said, Richmond takes care of VA buyers, if you cancel, we will give you your money back. So, we made a deposit and interest rates continued to climb, to the point that we will not be able to afford the mortgage on the new home, our exact original concern. The home is scheduled to complete in January, and instead of delaying this decision, we decided to cancel the deal now to give Richmond time so sell the home. Our agent contacted ****** and explained the situation. ****** in a short response told our agent, "Tell them they are not getting their EMD back".****** not only mis-lead us, but she also convinced us to go under contract by making is-leading and untruthful statements. She made comments on how Richmond takes care of their veterans, and that we would get our money back should the market become unaffordable. I am a combat veteran that still works for the Government. We make enough to get by, but we are not wealthy. Making a deposit was a very big risk for us, only calmed by the false statements made by a representative of Richmond. I am asking that Richmond honor the statements ****** made, although she was not authorized to do so. Overall, my experiences with Richmond were good ones. Please help us make this right. Respectfully,M.E.

  

  Business Response

  Date: 10/25/2022

  October 25, 2022
  
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case #********
  
  To Whom It May ****************** are in receipt of the buyers concerns presented in the complaint dated October 22, 2022.  The buyers, Enmanuel and ******************************* purchased Lot 37 at Allegro located at ************************* on July 11, ******************************* contract and loan approved by Home American Mortgage.   Per the purchase agreement that the buyers signed, a buyers ******* money deposit is not refundable, regardless of loan type, once they are loan approved as a cancellation at that point would be deemed as a breach of contract.  Additionally, the buyers acknowledge in the purchase agreement that they agree there are no verbal representations made as a part of the contract. 
  
  Although Mr. and ********************* are loan approved, it appears that Home American Mortgage did not provide a Letter of Commitment therefore creating a contractual out for the buyers to cancel and receive a refund.  Therefore, we would request that either the buyers and/or their Realtor contact *************************** at the Allegro sales office to officially initiate a cancellation, that will be noted with a refund of their $2,500 ******* money deposit.    
  
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  ***********************
  Division ********** ********************************

• Initial Complaint

  Date:10/21/2022

  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 has failed to respond to a lien filed upon the property. The lien is from the landscaping company they hired to complete work as per purchasing agreement. I have attempted to reach out to them with no response. I made sure they were notified over 5 business days ago. No contact or resolution has been made.

  

  Business Response

  Date: 10/31/2022

  10-31-2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May Concern:
  
  Richmond is aware of the lien situation and is working with our legal team on next steps.
  
  We will update any parties accordingly if needed.
  
  Sincerely,
  
  ***************
  Director of ********** ****** Division
  Richmond American Homes
  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18294931
  
  I am rejecting this response because: no actual resolution has been made or addressed. They have deemed my wife and I are not needing to be notified of this issue or status  even though the lien is directly against our property and addressed to us. They still have yet to contact to us directly to even inform us that they were/are aware of the lien and working on it.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/07/2022

  11-7-2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** contacted ************** on 11-4-22.  ************* Manager, *****************, sent an email explaining that Richmond is paying Castanedas Landscaping and the lien will be discharged.  We do not have a time frame for this resolution.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  ***************
  Director of ********** ****** Division
  Richmond American Homes