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 of Arizona, Inc.

  15967 W. Berkeley Drive Goodyear, AZ 85395

• 

  Richmond American Homes

  4061 Powder Mill Road, Suite 500 Suite #700 Calverton, MD 20705

• 

  Richmond American Homes

  310 29th St NE Ste 200 Puyallup, WA 98372

  
• 

  Richmond American Homes of Nevada, Inc.

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

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:10/19/2022

  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.

  I purchased a new home that was built and completed in Sep 2021. I am generally very happy with the home; however, all my windows have screens that do not sit flush with the windowsill. This renders the windows useless for opening for fresh air. For the past year I've pleaded and prodded with Richmond homes to please get the screens fixed. I am assuming the screens are not the right size. The windows do not leak cold air, and all seem to work fine. I have told the rep ********************* numerous times. HE did tell me to contact ******************, MI windows. They have sent me numerous forms to fill out, but nobody has called me nor come to look at the windows and screens to see what has to be done. I am tired of begging and just sick over my new home having windows I can't open. I live in a fairly rural area so it's obvious there are bugs and there is no reason my screens need to be like this. I checked with neighbors and their screens sit properly on the windowsill. I am disappointed that this has been overlooked and ignored this long. I need this fixed ASAP. I cannot sell a house in the future with screens that are useless. I can provide pics and have already provided them to the MI window company as well as the ****** ** Richmond Homes office. I also showed the screens to ****************** who told me to contact MI windows on my own.

  

  Business Response

  Date: 11/01/2022

  11/1/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ******************* trade partner scheduled an appointment on Friday 10/28/22 to review the screens. They identified that a majority of the screens were installed sitting up on the lip off the window sill. They were all adjusted and are installed in the screen channel and operating as intended. The window manufacturer is also sending screens to the home for future use as well.
  
  We apologize for any frustrations the customer may have experienced, and hope this has addressed the issue.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  
  ***************************
  VP of Operations, Mid Atlantic
  Richmond American Homes
  

  Customer Answer

  Date: 11/06/2022

   
  Complaint: 18245455
  
  I am rejecting this response because:

   

  I appreciate Richmond Home's quick response and agree the screens were not installed properly I am very grateful. however, 2 screens were bowed most likely from damage, as one as still not resting properly in the window frame. The agent that came out was very good and very thorough. HE also told me when I receive the manufacturer's new screens that I could call the office (which I don't know if I have the phone number) and he would reinstall the new screens in the two that are bowed. 

   

  Again, I appreciate Richmond looking into this matter promptly. I had called the manufacturer and they are shipping all new screens to me free of charge. 

   

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

• Initial Complaint

  Date:10/17/2022

  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.

  My wife and I closed on our new home built by Richmond American Homes in the Frog Pond Neighborhood in ***********, ** on October 14, 2021. Many issues crept up during the build but the super was always attentive and willing to listen to reason. Many things were fixed during the building phase and for anybody looking to work with Richmond, my biggest advice is to manage the build as the supervisor. Try to be at the site at least a few times each week to take pictures and assess the progress. Also, never be afraid to ask questions. The build team ultimately works for you.After the build was done, paperwork signed, and keys in hand, Richmond American Homes proceeded to ghost us. I obsessed over the project during the build and read many reviews about the company from many different websites. The consistent complaint was always the same. Richmond American lost all desire to contact the buyers after they received their money. I thought: Wont happen to me! My sales team is awesome and super attentive!.Wouldnt you know it but about three weeks after moving in everybody was either fired or moved to different job sites. None of my previous contacts that had been so helpful were available to help me in any way. My new contacts always said the same thing. Thats a warranty issue, contact the warranty team. I tried that! Nobody wanted to respond to my requests!After six months of constant unanswered calls and ignored emails, I decided to not waste a year of my life beating my head against the wall and instead submit all of my warranty claims to Richmond American before my one-year warranty was up. I have done just that and as expected, I have heard nothing but crickets. I need my repairs done and work completed and will not drop this until I am satisfied with the results. I am happy to post all of my problems here but I know Richmond American can access it all from their warranty claims website.Thank you,******************* ************

  

  Business Response

  Date: 11/01/2022

  11/1/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** contacted ******************* directly on 11/01/2022. Our area Home Construction Manager,*************************, contacted him by phone. As of 11/01/2022, the buyer has confirmed with us that his current point of contact, *******************, has resolved all complaints regarding communication. At this time, our team is reviewing past submitted warranty service requests and will have ***** follow up on our next steps. Please note, any action taken will be directly in line with the contractually agreed upon ************ program in place on the home. Our homeowner also has the direct contact information for our Construction Manager to further ensure we provide the best communication we can.
  
  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,
  
  ***********************
  Manager of Construction, ******
  Richmond American Homes

  Customer Answer

  Date: 11/02/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/17/2022

  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.

  We had a home built in a new subdivision East of ******. We signed February of 2022 and were told the home would be ready by September. This did not happen. Richmond had many delays getting our home completed. The Sales manager and Construction Manager said it was due to not having workers to complete the work. Richmond completed our home on Sept 29 2022. We were to sign the paperwork for the keys to our home, but we were not given the keys because the home did not pass inspection. They forgot to put insulation in our ATTIC and could not find our Front doors to put on?? They had us sign anyways and put the house in escrow. Talking to neighbors, we are not the only ones that were not given keys and sent to escrow. Prior to closing, we had a punch list walk-thru and on the initial one, they forgot to turn the lights on and left the crawl space open. We were not able to see a lot of things that needed to be fixed during this walk-thru because it was cloudy outside and no lights were on. My husband ended up falling where the crawl space was because he was trying to look at the walls with his camera flashlight in the master closet. He ended up hurting himself pretty badly. As of our house, we listed many items that needed to be addressed prior to signing our mortgage, THEY HAVE YET TO BE RESOLVED after numerous complaints and emails to VP of Sales and the Superintendent : sliding patio door won't open, missing screens throughout house, missing 3rd pendant in kitchen, Bathroom mirror missing, cracked window, leaking window, no fence in yard, no landscape, painting of home inside and out, electrical wiring messed up,( crawl space light has to be on for garage door opener to work)? Front and side door need to be fixed. Garage door needs fixing. Office door is the wrong color. Hole in drywall where thermostat was moved from. WE will be contacting TV station and protesting in front of the sales office to insure future customers know what they are buying.

  

  Business Response

  Date: 10/26/2022

  10/26/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** contacted ******************* directly on October 17th. Our VP of Sales ******************* spoke with ***** via phone conversation. Our Construction Team has been working to complete all these items from their closing. We have a few items left to complete which are at this point just waiting on materials to be delivered. Our Construction Team will stay in contact till these items are completed.
  
  We apologize for any frustration the customer may have experienced and we are working to resolve their covered concerns.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *************************
  Director of Construction, Central ********
  Richmond American Homes

• Initial Complaint

  Date:10/15/2022

  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.

  The home builder has repeatedly refused to respond to concerns we have requested as the home buyer, they continue to deny sub standard building practices, from cracked foundation to roof issues

  

  Business Response

  Date: 10/25/2022

  Tell us why here...10/25/2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** contacted ******************** and set up a meeting to go over his concerns. Our Sr.Construction Manager ***************************, our Construction Superintendent *********************, and our Superintendent *************************** met with him and his wife at the home on 10/24 to address their issues. This home is still under construction and there were several items that were discussed and either corrected or explained to be as built conditions. We believe that we have a mutual understanding of the build process as we move towards completion of the home.
  
  We apologize for any frustration the customer may have experienced and we are working to resolve their concerns.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *************************
  Director of ********** Phoenix
  Richmond American Homes

• Initial Complaint

  Date:10/10/2022

  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 purchased a new build house from Richmond American Homes on 10/2021. My house was built on an accelerated schedule after Richmond Homes fell behind schedule because of failed inspections due to the foundation of the home. Due to the accelerated schedule my house was built with very little attention. I have also been lied to by the warranty manager who refuses to fix or escalate my claims to upper management. I have issues with a window well that has concrete splattered all over that they refuse to replace even though it was obviously poor insight by the builder. I also purchased a two car garage and I can only fit one car in my house. They refuse to adjust the stairs to be able to fit the two vehicles that they advertise the garage can hold. My entry stairs to the home have sank into the ground over an inch in less than a year and caused cracks. They refuse to fix the stairs knowing that it was poor craftsmen ship. My basement shower pools water and does not drain correctly. The warranty supervisor lied to me saying that its the ground shifting when the ground has not shifted in any other place in the basement. I request that Richmond homes finish my home and deliver a good product that I paid for. I have also not been approached by any upper management about my concerns except the lie about the ground shifting in the basement. Upper management would rather drag out any concerns until the warranty period is almost complete before they refuse to do anything. I would not recommend Richmond Homes in the Aurora Highlands to anyone looking to purchase a home and receive what they paid for.

  

  Business Response

  Date: 10/17/2022

  10-13-2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** reached out to ************** and set a meeting to review his concerns on 10-26-2022.
  
  We apologize for any frustration the customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  ***************
  Director of ********** ****** Division
  Richmond American Homes

• Initial Complaint

  Date:10/09/2022

  Type:Product 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 2/18/2022, I attempted to purchase a home with Richmond American Homes with sales representative ***************************, and by 03/10/2022, had put $36,848 down. Unfortunately, the *************** announced a rate hike at the beginning of the summer, at the rates have dramatically increased, which affects us being qualified. On Oct 6, I went to speak with *************************** about my options, and she pushed me to terminate. I asked if there was someone else I could speak with, and she said ***************************** would give me a call. ***************************** never called me, but instead sent a short, dismissive email saying the house is terminated. I again asked to call to ask questions, and instead he sent another rude, short email saying I was a liar. I asked several basic questions, of which he ignored all of them. They state they do not my written permission/signature to terminate the house, and are terminating my house based on ******* suggestion, and keeping my entire $36,848. I would like a refund of my $36,848. It is incredibly frustrating that spending so much with someone resulting in a 5 minute conversation with ***** with no help, and only very rude, very condescending emails from ****, and no solutions.

  

  Business Response

  Date: 10/20/2022

  10/12/2022
  
  ******/******* 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.  ***************** detailed her reasoning behind her request to terminate the contract with her sales associate; unable to sell present home for the amount needed for the purchase of the new home, as well as general concerns around the state of the market and current interest rates.  I personally emailed ***************** per her request thoroughly apologizing for her inability to move forward with the purchase, explained why the deposit was non-refundable, and sincerely wished her the best of luck.   
  
  We apologize for any frustration the customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *****************************
  Director of Sales, ******** South Division
  Richmond American Homes

• Initial Complaint

  Date:10/05/2022

  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.

  We moved in our new house since May, 2022, however WITHOUT WINDOW SCREENS. **** and **** from builder side said they have ordered all window screens since May, but I am eager to know what kind of window screens will take over FIVE MONTHS to deliver and never have a chance to be installed on our house! Moreover, only two houses in our community have such issue, others are all installed with window screens, even though they are not closed yet. We have contacted with **** and **** for several times already, either they went away said they are busy to refuse to answer our questions or they just said they have already ordered the window screens and we need to wait. We are really disappointed about this experience and we really want this job get done ASAP.

  

  Business Response

  Date: 10/12/2022

  10/12/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ******************* Construction team has confirmed an appropriate representative from the department has reached out to the consumer to start scheduling the items to be addressed. At this time, we are waiting for the consumer to reply to our contact attempts. Once there are further developments, we are happy to provide a more detailed update on the status of our consumers concerns.
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve any warrantable and open items.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  
  *********************
  Manager of Construction, **********
  Richmond American Homes

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18173031
  
  I am rejecting this response because:

  So far we haven't been contacted by anyone from Richmond American homes like he said, not to mention that solve the problem we have.

  Our phone number is: ************.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 10/25/2022

  Tell us why here...10/25/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** successfully contacted *************** by phone on 10/25/2022. Our area Home Manager, *********************, reached out by email as well. This home was completed in April of this year and unfortunately, we are still waiting on screens for the windows. This is due to needing to work through a manufacturing delay problem with the screens and the company involved. We will continue to keep our consumer informed of all estimated delivery dates in real time as we receive this information ourselves. We are aiming to have the screens be delivered and installed by no later than the end of November. Please note, this is a moving target of which we only have partial control over. We are happy to provide updates in the future should the need arise.
  
  We apologize for any frustration the customer may have experienced and we are working to resolve their concerns.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *********************
  Construction Manager, ********** Division
  Richmond American Homes

  Customer Answer

  Date: 11/03/2022

   
  Better Business Bureau:
  
  Okay, I will keep an eye on the following steps.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:10/05/2022

  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 purchased a new home from Richmond ******* and bad worksmanship has caused several failures within our home. We cannot get a response from their warranty team and have several issues that went not complete although he filed claims well within our warranty period. The biggest issue is involving our water supply line to the house. Within 2 years there was a complete failure of the system and they refused to even call us back on the complaint. We finally had to get the issue resolved or face penalties from the ******************** for excessive water usage.System was leaking 200 gallons of water an hour.Removed pipes showed duct tape used to repair holes in pipes. We still have the piped with duct tape wrapped around them.Pipe was not bedded correctly. This was confirmed by the town of ****** when they replaced their side of the repair. They completely redid Richmonds work.Pipe was not deep enough in one section and the house settled on the pipe causing it to bend. Still have that section of the pipe as evidence.Improper bedding caused the pipe to develop leaks in several locations.Leaking caused the death of the trees in the front yard.Landscaping was dug up to correct the issues. Attaching findings from repair team, and we can supply other picture and pipes once contacted by Richmond America.Second issue The backsplash in our home has permanent marker lines all over it. Richmond sent out a crew to clean the lines and they could not clean them off. It was determined that Richmond would need to redo the backsplash. After that was determined, Richmond quit responding to our attempts to get the backsplash replaced.

  

  Business Response

  Date: 10/12/2022

  10-12-2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** contacted ************ on 10-6-2022 via email requesting documentation regarding their claims and complaint.  We are currently conducting an in depth review of the provided information regarding the water supply. We will advise our consumer accordingly once this review is complete.
  
  We apologize for any frustration the customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  ***************
  Director of ********** ****** Division
  Richmond American Homes

• Initial Complaint

  Date:10/01/2022

  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 been trying to contact the warranty rep for Richmond American Homes, ******, to complete repairs on my new construction home. I have submitted numerous warranty work requests, texts, and voicemails with absolutely no contact back since 7-18-22. I had been told by him prior to 7/18/22 that I should expect calls from companies/vendors/workers for work, which has not happened. And when I did receive notification of getting one door replaced (which were supposed to be numerous doors replaced or fixed), they had requested ****** be there when they arrived for work, which he did not. They had been unsuccessful in reaching him by phone and email. I have called and texted numerous times, where normally he would call back, but now nothing. I have resubmitted the work request just this past week. I am being ignored, as no one has reached out to address my requests and it has been over 2 months since my last request without the ability to contact anyone or resolve issues. I need my warranty work completed as I do not have the means to do this on my own for this already expensive venture.

  

  Business Response

  Date: 10/11/2022

  10/10/2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ******************* Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the below isted items to be addressed and when the appointments will occur.
  
  Vent stuck shut True Air scheduled for 10/21 (per homeowers request)
  Touch up doors and baseboards Coastal Construction scheduled for 10/17
  Year end settling touch ** in master shower ************ 10/13
  Stucco touch ** 10/17
  Chip in tub Sabre 10/13
  
  We are happy to follow up on progress of these repairs if needed.
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve these open items.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  *********************
  Director of ********** *********
  Richmond American Homes

• Initial Complaint

  Date:09/27/2022

  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 purchased a home from Richmond American Homes. Part of choosing them to build my home was an incentive package valued at $30,000 if I agreed to use their preferred lender for my financing. I agreed to this, provided the ******* money and we went under contract. During construction, prior to being given an estimated close date, Richmond's lender reached out and demanded that I provide a bill of sale for the home I was living in at the time by the end of the following day. Given that I had no idea of when Richmond was going to be finished building my house I had not listed my previous home for sale yet and, of course, could not provide a bill of sale for it. As a result, Richmond's lender pulled my financing. I was left to scramble to find another lender before they sold the house to another buyer and kept my ******* money. Fortunately, I was able to find another lender, but my incentives were gone at that point. I feel like this was an intentional scam, I wanted to use their lender, and I acted in good faith, but they did not and ultimately stole $30,000 from me.

  

  Business Response

  Date: 10/12/2022

  October 11, 2022
  
  ******/******* Better Business Bureau
  Attention:***********************
  3801 ************* #***
  ******,** 80210
  
  RE: 18135127
  
  To Whom It May ********************* you for forwarding Mr. ******** complaint. HomeAmerican ******************** (HomeAmerican) appreciates this opportunity to respond to Mr. ******** concerns.
  
  Our records reflect that ****************** entered into a ******** Agreement with HomeAmericans affiliate homebuilder, Richmond American Homes of ********, Inc.(Richmond) on January 12, 2021 for a to-be constructed property located at *************************************** in ******, **.
  
  Several weeks in advance of closing, Mr. ******** HomeAmerican loan officer reached out to discuss locking in his loan at an interest rate of *****%. At that time,****************** notified his Loan Officer that he was able to find an interest rate more suited to his needs with a different lender and directed the Loan Officer to withdraw his loan application from HomeAmerican.
  
  In his complaint, ****************** explains that he chose to build a home with Richmond because of an incentive package offered to him, which was valued at $30,000.After withdrawing his application, ****************** did not receive this incentive from Richmond. This is because, pursuant to a Promotion Addendum to Mr.******** ******** Contract with Richmond, he would only be entitled to receive the incentive if he financed the purchase of his home with HomeAmerican and obtained homeowners insurance through Richmonds other affiliate, American ********************** Specifically, in the Addendum he signed, it clearly states that If ***** chooses to use a Lender other than HMC or purchase homeowners insurance from a provider other than AHI, Buyer will not receive the promotion amount. A copy of the Addendum is attached.
  
  Please note that HomeAmerican and Richmond are affiliated entities. HomeAmerican is not a party to the ******** Agreements between Richmond and its homebuyers and does not control what promotional amounts are offered to homebuyers. If ****************** wishes to further discuss the terms of the Agreement he signed, we encourage him to contact Richmonds Vice President of Division Sales, *******************, at *************.
  
  Please let us know if you have any questions or need any additional information.
  
  Sincerely,
  HomeAmerican ********************

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18135127
  
  I am rejecting this response because:
  
  
  I reject Richmond and HomeAmerican's response because it fails to acknowledge that Richmond ******* and HomeAmerican were the original parties to renege on the agreement. It was Richmond and HomeAmerican who canceled our financing, forcing us to seek another lender. Had we not sought another lender Richmond would have stolen our house outright along with the ******* money we had already put down. Trying to slide back in mere weeks before our close date does not absolve you of your original wrongdoing.
  Richmond and HomeAmerican asked us to provide a bill of sale for our, then-current, residence within 7 days or they would cancel our financing. This was months before our house was expected to be ready. This was months before we ever had an actual close date from Richmond. This was months before we had any reasonable expectation that our home would have actually been completed. Yet, we were expected to put ourselves and our children out of a home for an indefinite amount of time to retain our financing with Richmond and HomeAmerican. 
  

  
  

   

  Customer Answer

  Date: 10/28/2022

  We were made aware of their decision to cancel our financing over the phone from our sales representative ******. HomeAmerican never notified us themselves. Looking back through the Purchase agreement I see that they needed to have provided that in writing, which they did not do. Also, in the purchase agreement it stated that "This agreement is NOT subject to an Existing Property Contingency."  I have provided the Purchase agreement as well as the work orders for both before and after our financing was cancelled. In addition I am providing a message from our sales representative as evidence that Richmond was the party to cancel the financing and later tried to come back with a new agreement.