Complaints

This profile includes complaints for Richmond American Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Richmond American Homes

  4350 S Monaco St Denver, CO 80237-3400

  
• 

  Richmond American Homes of Arizona, Inc.

  15967 W. Berkeley Drive Goodyear, AZ 85395

• 

  Richmond American Homes

  104 W Grand Ave Escondido, CA 92025

• 

  Richmond American

  5171 California Avenue, Suite 120 Irvine, CA 92617

• 

  Richmond American Homes of Arizona, Inc.

  3091 W Ina Rd Tucson, AZ 85741-2107

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: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.

  Richmond Homes has provided an HV** unit that is inadequate and incapable of cooling the area it is designated. I have had an independent 3rd party come to inspect the system. His finding were:1. The unit is too small for the square footage. The unit supplied is 1.5 tons the size needed is 2.5 tons.2. The internal temperature of the ** unit does not reach a low enough temperature.3. The ductwork in the attic is inefficient resulting in temperature loss and low airflow velocity.4. Airflow temperature from the vents is 70 degrees, so the minimum temperature the system can provide is 70 degrees if standing directly next to the vent.Numerous attempts have been made to Richmond to try and resolve the problem, but they refuse to take any responsibility.

  

  Business Response

  Date: 10/07/2022

  10-7-2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # 181***34
  
  To Whom It May ***************** contacted ****************** directly on 10-6-2022.  I reached out to him via phone and left a voicemail.  I have not received a return call as of this response.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  ***************
  Director of ********** ****** Division
  Richmond American Homes

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18135034
  
  I am rejecting this response because:

   

  Your message contained only a first name. No reason for the call was given. No resolution was offered.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/28/2022

  I am working to retrieve the report from the 3rd party so I may provide it.

  

  Business Response

  Date: 11/02/2022

  11/2/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # 181***34
  
  To Whom It May ****************** have connected with ****************** and are waiting to receive the third party report. Once we have this in hand we will be able to discuss potential scheduling of items, if so applicable. We are happy to follow up once that has been received.
  
  We apologize for any frustrations the customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  
  ***************
  Director of ********** Central ********
  Richmond American Homes
  
  
  
  

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18135034
  
  I am rejecting this response because:
  

  I am providing the quote and description form the 3rd party stating the unit is undersized and unable to cool the upstairs as it is expected to.

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

  

  Business Response

  Date: 11/14/2022

  11-14-2022
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # 181***34
  
  To Whom It May ****************** contacted ****************** on 11-11-2022.  We reached out to him via email.  The size of the **** system was designed as required by municipal code for new builds.  The sizing of the unit is correct per the thermal load calculation Richmond must use.  Richmond will not take further action on this request.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  ***************
  Director of ********** ****** Division
  Richmond American Homes

  Customer Answer

  Date: 11/24/2022

   
  Complaint: 18135034
  
  I am rejecting this response because:

  Richmond and Dans response can be summed up as It should work, sorry it doesnt, were keeping your money anyway.

  
  I have provided a transcript of communication between me and *** between 10/12/22 and 11/15/22.
  Since *** has stated that mine and ****** assertions are baseless, I asked *** to provide the thermal load calculation he used to determine the requirements for my house. This calculation could confirm that the appropriate dimensions were used, and the thermal load is representative of my house and the additional options I have chosen. He refuses to provide this calculation even though it would only support his claim if it were accurate.
  

  Additionally, I asked *** to provide the certificate, that he should have on file already, that the ** unit was inspected and in working order and the duct work had been professionally cleaned out prior to me taking ownership. This effects my, and my familys health and safety. Richmond and *** have ignored my request. This is something that, again, would only support his claims, but he has refused to provide it.

  I have provided a professional opinion that the ** unit is insufficient. I have provided evidence that the unit doesnt perform to even Richmonds meager performance requirements of cooling to 17 degrees below the outside temperature. *** and Richmond do not care. *** and Richmond have no interest is resolving my issue in a satisfactory way. *** and Richmond have no interest in providing or ensuring a quality product. *** and Richmond have no interest in customer service or satisfaction. *** and ******************** have no interest in transparency.*** and Richmond have no interest in the BBBs vision of a marketplace where buyers and sellers trust each other. The Better Business Bureau should be embarrassed to allow them accreditation and bear their emblem. Just look to their 1 star rating as further evidence.
  Emails between me and *** from 10/12/22 to 11/15/22:
  _____________________________________________________________________________________
  

  ****, Dan  Wed, Oct 12, 2022 at 2:26 PM
  
  Hey ****,
  
  I have a quick second in-between meetings, I apologize for not getting a call back to you.  Will you please send me the report for the upstairs HV** system so I can review it?
  
  All the best,
  
  ***************
  Director of Home Care
  
  __________________________________________________________________________________________________________________________________________________________________________________________________________________________
  

  ****, Dan  Fri, Nov 11, 2022 at 5:15 PM
  
  Hey ****,
  
  I received the estimate from Kasco Heating and Air through your response to the BBB.  Kasco is stating the unit is undersized.  This assertion from Kasco is baseless.  New builds are required to follow municipal code for HV** systems.
  
  The size of the system is determined based off of a thermal load calculation.  Sizing equipment by square footage or other rules of thumb are not allowed per the code as a Manual J load calculation is required.  I pulled up the ****** master plan *************** Manual Js and found that a 1.5 Ton ** is sufficient to cool the upstairs and was accepted by the municipality to satisfy the energy code requirements.  Richmond will not change the size of the unit, will not authorize reimbursement for costs to change the unit and will not take any further action on this request.
  
  All the best,
  
  ***************
  Director of Home Care
  
  

  ______________________________________________________________________________________________________________________________________________________________________________________________________________________

  
  **************, Nov 11, 2022 at 7:09 PM
  To: "****************"
  So industry standards are "baseless"?
  
  Further, if the assertion is baseless then what reason can you provide for the fact that the unit is incapable of cooling the upstairs?
  
  Please provide the thermal load calculation. I would like to see it.
  
  If your assertion is that your calculation is more appropriate than the one used by industry professionals, what then, in your expert opinion, is the reason my ** unit can't cool my upstairs?
  ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

  ****, Dan  Mon, Nov 14, 2022 at 3:51 PM
  To: **********
  ****** statement the unit is undersized is baseless.  Anyone can make a statement, they offer zero substantiation of their claim.  As previously explained, square footage or other industry standard ways of determining HV** sizing may not apply to new builds.
  
  Richmond was required to follow thermal load per the municipality for your home.  Richmond cannot share any calculations, you can look up public information with the ************************ or ******* County on  thermal load requirements.
  
  According to the HV** installer that inspected the unit, the system is cooling as designed. The system will only cool 17 degrees below the ambient temperature.  Everyone is different, but for most people 90+ degree days will be uncomfortable for the 2nd story of the home as the system cannot cool below 73 degrees.  If the temp exceeds 100 degrees that would put the system cooling to 83, which is uncomfortable.
  
  All the best,
  
  ***************
  Director of Home Care
  
  ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
  
  **************, Nov 14, 2022 at 4:17 PM
  To: "****************"
  If industry standards are baseless then why do they exist?  
  
  Since you won't share your calculation you can't offer any substantiation of your claim either. Richmond can share calculations, they just won't because it would be damning to their arguments. Come on ***, I showed you mine, time for you to show me yours.
  
  You are correct, the installer that inspected the unit said it is cooling as designed. That is the problem. BY DESIGN (RICHMOND's DESIGN) the unit is INADEQUATE. IT IS INCAPABLE OF COOLING MY UPSTAIRS. And as you stated that is BY DESIGN. This is precisely what my complaint is about. You have knowingly and intentionally provided an
  ** unit that is insufficient.
  
  "The system will only cool 17 degrees below the ambient temperature" This is false and any reputable professional will tell you so. I know this because I asked this very question not just to Kasco, but to other professionals, including techs sent by the very installers you are referencing. They laughed and said they had never heard of such a thing. This exists only in Richmond's warranty policy to excuse you for ripping people off.
  
  I have attached a picture of a 90-degree day showing the lowest our temperature got was 78 degrees inside. This was with the unit cooling from the wee hours of the morning before the temperature ever rose above 75.
  
  ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
  
  ***************; Tue, Nov 15, 2022 at 7:52 AM
  To: "****************"
  I forgot to mention that we also have had the windows tinted to further reduce the effects of external heat. So, the 12-degree achievement of our ** unit on the 90-degree day was further aided by the window tint reducing the effects of outside heat.
  
  Ive reviewed the thermal load requirements for the city of ****** that you suggested I look up. I see several references to Total Area which I must assume correlates pretty closely with square footage. Also, the only item specific to New Build is the assumption of the Exposure Direction and assuming the worst-case scenario. There are no special rules for new builds.
  
  Additionally, I noticed that there is a requirement that At final inspection, a certificate from the HV** trade contractor will be required, stating that the HV** system (equipment and ductwork) has been cleaned and is in proper working order. Please provide that certificate. Initially our thermostat was activating the furnace when set to cool, rather then the **, so I am not sure how it could have passed this inspection.
  
  I would suspect that given the dependency of the total area in determining the thermal load requirements that a *************** with 9 ceilings and the additional loft would have a considerably higher requirement than a model with only 8 ceilings and no loft. However, from my knowledge of my neighborhood the same size unit has been installed regardless of the floorplan and ceiling height. I suspect none of that was taken into consideration when calculating the thermal load since this issue is pervasive throughout our neighborhood with people that opted to have the loft. Rather, I suspect Richmond used the lowest values at their disposal to minimize cost as much as possible. Unless you can provide your calculations, I must assume this is correct.
  
  Without you providing me with your calculations I have no way to validate your claim that the thermal load determined is representative of my home. As such, your assertion remains unsubstantiated.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/23/2022

  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.

  Hi tonight we are dealing with our pipes being backed up Im not sure what is going on toilets are not flushing and it appears to be raw sewage coming out of our shower drains The shower has backed up before And also the issues that were supposed to be fixed back in August have yet to be fixed. Some guy and lady came out and we have not heard from anyone since . I would hate to get the BBB involved but this is our home and it seems to be a burden already and we arent even a year in . The yard is still having water that is settling throughout the yard , we emailed about maybe getting French drains in order to rectify this issue. No one is adhering to ANY of our concerns . And mind you our warranty is steady passing by Who is responsible for us not having someone who adheres to these issues due to Richmond not having anyone who handles the warranty at this time ? Nothing is being done that was promised and its really disheartening. Im contacting you all but I wont continue to have my family live in these conditions. We bought this house for ******* thousand dollars January 27, 2022 and we have a year, and no one is contacting us back. So I'm reaching out to the BBB for help!

  

  Business Response

  Date: 10/03/2022

  9/26/22
  
  ******/******* Better Business Bureau
  Attention: To Whom It May Concern
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # BBB#********
  
  To Whom It May ****************** our knowledge, our Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the items to be addressed. We are happy to follow up once 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,
  *****************************
  VP of Operations, ************ **
  Richmond American Homes

  Customer Answer

  Date: 01/04/2023

  We purchased our home in Jan of 2022. My husband was concerned about the land and how flat it was . He voiced his concern to Richmond Before we closed on the home. The representative assured us there would be no problems and the water would drain properly from our lawn. Well her ewe are and the yard has constant puddle in it . Richmond has came out twice already and replaced the sod that has been destroyed due to eh amount of water settling i the yard. The issue is constant and here we are at almost a year and this issue isnt resolved. We were told by Richmond that we would have to contact the company that did the lawn. I was thinking why should WE the ones who are purchasing the home have to contact the individual who are CONTRACTED through Richmond . The issues with our landscaping is unbearable we have kids who cant play in their own yard because its filled with water. We reached out to other companies who have shared with us that the issue can be resolved if French drains were installed , we shared that and have yet to hear back from the company. We have not heard anything I think last 30 days and our warranty expiration date is approaching .

  Desired resolution: 

  Repair; Finish the job

  

  Business Response

  Date: 01/05/2023

  To whom it may concern,
  
  We have been in contact with the home owners. We have had our landscapers on multiple occasions address this concern. We will have our landscaper and a representative from management to meet at the home again next week to look at once again.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *******************************
  V.P Operations
  Richmond American Homes

  Customer Answer

  Date: 01/06/2023

  I am rejecting this response because: I understand that you all have been out several times , we never negated that . The problem is you aren't fixing the problem we still have standing water in our yard around our home foundation. The yard is not graded in sloped  right and we explained this before we even closed on the home . Over a period of time it will destroy the foundation. Replacing our grass over and over again is not a solution . Richmond continues to tell us that now it's not their problem and referring us to someone else who in return is not fixing it . We can't even run the sprinklers without the water settling in the yard in puddles , and the grass is dying when it's not watered  and now he have a new neighbor nextdoor to us, there grading was done right in their yard, and will cause more water to flood into our property. If we run sprinklers we have puddles for days throughout the yard . Like we said before the issue is fixable you all are putting bare minimum effort into fixing it .
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/23/2023

  To whom it may concern,
  
  We have been in contact with the home owners. We have had our landscapers out on multiple occasions to address this concern. Our landscape company is scheduled to be on sight on 2/3/23 to readdress their concerns.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *******************************
  V.P Operations
  Richmond American Homes

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18119563
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************. I am rejecting this response, until the job is done 

• Initial Complaint

  Date:09/22/2022

  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.

  When we moved into our house in 2021 the two houses either side of us had not begun construction. Richmond contractors had installed a lawn incorrectly so a part of the lawn was not getting enough water, causing the grass to die off. We informed them of this at the beginning of August. Once they began construction on the house next door in September they damaged the sprinkler system digging a large trench, so we could no longer water the lawn in that area. Added to this, due to the other houses not being started, the rocks that should have been installed up to our property lines were not installed properly but were several feet back. From both the warranty and construction teams we keep getting excuse after excuse as to why they have never fixed these issue. First it was because of the construction, then it was we have to wait until spring. Now both houses either side are done and they just do not respond to my requests to get it done, saying they have to wait for their contractors to schedule it.

  

  Business Response

  Date: 10/03/2022

  9-26-2022
  
  ******/******* Better Business Bureau
  Attention:*************************************
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ******************* landscaping work is scheduled to be completed within two weeks of this response.  This work could be delayed due to weather, but the forecast looks promising.
  
  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,
  
  ***************
  Director of ********** ****** Division
  Richmond American Homes

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18063234
  
  I am rejecting this response because:

  Like so many times before, Richmond make promises and excuses but does not follow up on them. There has been no contact and no attempt to fix the front despite multiple days of sunshine and clear weather the last few weeks. We are now getting to the time of the year, due to their many delays, where it becomes increasing unlikely that everything can be fixed before winter. I have spoken to many neighbors and ALL have the same feeling about this company, they simply do not care once they have your money and do not get things fixed in a timely manner. I would say to anyone considering purchasing a Richmond home DON'T YOU WILL REGRET IT.

  Dealing with this terrible company is frustrating and time consuming. I am beginning to believe the only way to get satisfaction is to **** like so many others have done to Richmond.

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

• Initial Complaint

  Date:09/19/2022

  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.

  Yellowstone New Build Issues:Down Stairs bathroom glass door should be a sliding glass door and was not installed until 3 weeks after moving in and now had to put a hole in the wall.Off Centered Recessed lighting and when speaking with Hunter or technician and the technician that was sent back out to fix it on 9/15/22 advised that Richmond put it incorrectly on the actual plans.Rain Gutters?? We dont have any?House guards were just put up 9/6 Soft Water Install ********* came out and we were charged the first time. Noticed plumbing was lose in the wall for water connections and refused to install until fixed. Need dates and actions taken to get fixed Richmond will reimburse for this.Bathroom-Master sink on the left has 2 indentions on the top on the counter top. Shower/ Tiles have paint or drywall all over stones and discolored tile.The Upstairs Westbedroom bathroom bathtub with rust stains upon moving in.The Masterbedroom sink would not turn on-How did this pass inspection?Closet Frame in Downstairs bedroom is off and not paired. There a wedges piece of wood in between the wall and frame completely unfinished Kitchen-The Kitchen Hood/Vent was not encapsulated and dry wall holes where hood should have been sealed Doors-Cant close the upstairs hallway bathroom door, and the door to the room and bathroom in the bedroom on the west side of the house. The Laundry door is not painted and has the incorrect upgraded handle.Check paperwork again for upgraded garage door with a key pad.-We dont have a key pad or upgraded garage opener.Front door still has cement, drywall and paint all over entrance and sidewalks which ******* said would be taken care of within 30 days from 7/25.******* has been made clear several times of items that should have been taken care of prior to move in as well as before warranty items get Calle din. He came out to the house again after tracking him down in the community on 9/9 and apologized and said these items are NOT

  

  Business Response

  Date: 10/03/2022

  9/28/22
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** our knowledge, our Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the items to be addressed.  On 9/22 The homeowner was spoken to . Their door issue was scheduled for 9/2.  Drywall and Grout issues were scheduled for the week of 9/26, but no confirmation as of yet from trades. ******* will be reaching out to follow up by 10/4.
  
  
   We are happy to follow up once 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,
  *************
  Director of Construction     ************ 
  Richmond American Homes
  

• Initial Complaint

  Date:09/19/2022

  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 moved into our new house in Aug. 2019. Before our 1 year inspection, our sheetrock in the powder room was buckling where the wall met the ceiling. There was a a hole big enough for 2 of my fingers. We also had many nail pops, crumbling grout in the kitchen backsplash and tile floor in master bathroom. At the 1 year warranty, we were told they would only cover the sheetrock in the powder room and a few nail pops. That's just poor management and shody workmanship! We our now at 3 years and have had to pay $8,000 out of our pockets because their contractor grade gas fireplace quit working last winter. When the new companny got the broken one out,There was no fire barrier installed, the outdoor vent was NOT flush with the siding or sealed. We had carbon monoxide seeping back in and the stone around the fireplace was placed on WOOD!! REALLY! How in the heck did they pass inspection? We could have had a fire! Now we're dealing with nail pops everywhere. They use nails to hold up the sheetrock and they're popping out. Sheetrock is buckling again, master bathroom tile floor is moving everytime we walk on it and grout is falling out. Terrible workmanship. We paid a lot for this house and they cut corners and used cheap materials. Even our driveway is crumbling. Wouldn't recommend buying from these people. 1 year warranty is a joke and what they cover is joke to. If they back their product they'd fix these things.

  

  Business Response

  Date: 09/28/2022

  9/26/22
  
  ******/******* Better Business Bureau
  Attention: Accredited Business Resolutions Specialist
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ******************* year-end repairs were completed on this home in 2020. RWC is the holder of the builder warranty and we are obligated to adhere to their policies and limitations. Richmond American is simply the facilitator of this warranty. Any nail pops, drywall cracks, truss uplift etc. is only warrantable under the first year of coverage. Grout, floor and floor squeaks are also considered homeowner maintenance after year one. Any workmanship and any appliances, including the fireplace, would also be under year 1 warranty and possibly not covered under the *********** limited warranty at all. The homeowner still has the remainder of the 10-year structural warranty. We apologize we are unable to provide any further assistance than what we have, and please note any future reoccurrences of mentioned concerns may or may not be possible due to a variety of factors.
  
  Sincerely,
  
  ***************************
  Director ********** Washington
  Richmond American Homes
  
  
  

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18044922
  
  I am rejecting this response because:
  

  One year warranty on theses materials and how they were installed is just uncalled for. You are suppose to be a quality builder, but the building material and installers are doing a very bad and unprofessional job. Your answer to our complaint is pure denial of a responsible builder. If you want to stay in business you'd raise the warranty time and back your workmanship.

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

• Initial Complaint

  Date:09/15/2022

  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.

  Purchase Address: *************************************************************************** Purchase Date: 3-15-2022 Details: Richmond American salesperson miscommunicated important items regarding available incentives (stated client would be able to utilize the mortgage broker of choice while still getting the preferred lender incentive). This created a situation where the mortgage rates/payments/and closing costs were significantly underestimated. Additionally, based on the market condition the builder reduced pricing of similar new construction homes significantly where a larger home with a finished basement was less expensive than a smaller home without a finished basement. Inevitably, it is unacceptable for a salesperson to offer an incentive that is not accurate only to take the opportunity away. Salesperson then tried to say that the borrower (myself) was terminating because of buyers remorse which is not accurate and denied EM refund. The document that was created by the salesperson was not signed and we have asked for an amicable resolution where ******* money is refunded.

  

  Business Response

  Date: 09/21/2022

  9/16/22
  
  ******/******* Better Business Bureau
  Attention:*************************************
  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 Suttons deposit.  Please also reference the addendum signed by **************** that explains the referenced incentive, and how to obtain it.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *******************
  Sales Manager
  Southern ********
  Richmond American Homes

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 18033243
  
  I am rejecting this response because: your customer service, ability to communicate, and solution to this issue is unacceptable.  Your company is unethical and deceptive.  Based on the communication inside the BBB process and outside responses - I am unsatisfied with the resolution.  The fact of this situation is your sales associate offered me a 15k incentive only to take it away when starting the financing process.  This offer was acknowledged and recorded on a phone conversation.  With that, not one person in your company accepted fault or took any accountability.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/12/2022

  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 03/08/2022 and have been in our home 6 months with 2 major issues and smaller issues. Our 2 major issues are both with our ** and living in ******* that is not a issue that should be taken lightly. The first issue, our ** pan was put in incorrectly causing water to overflow into our laundry room when it rained (monsoon season) and caused water damage. This did not get fully fixed for 2 weeks and we were unable to use our washer and dryer for over a week. Second issue is happening as we speak. Our ** went out 09/04/22 and is still out. We went out if town and came back and realized the issue and called our after hours # immediately. We didnt get a call back for an update until 2.5 hours later. We called again the next morning to find out a time the ** people were coming so we could be home instead of driving around to be in cool air, never got a call. We had to call ourselves 2 times to find out that they should be at our home between ****am. It was 10:30am when we got told this information. ** company came out Friday 09/09/22 at 12pm and was here for 5 hours, they could not find out the issue. The house has been 94 and we have now had to pay out of pocket for Hotel stay, additional gas, eating out, taking today 09/12/22 off of work as I work from home and cannot work on 93 weather as well as a overall inconvenience. We have multiple other items in the 6 months we have been here as a crack in our brick wall outside, horrible water pressure that we were told is normal but it takes 27 minutes to fill up our bath tub, our shower was leaking causing water damage and mold and had to be repaired, TWICE and we had to keep walking to the guest bathroom to take a shower (which is the one with the bad water pressue). Our ****** lights are falling out in the front of the home, and our cabinets and multiple little ******* We are very upset with our 6 months in our new home as a first time homebuyer.

  

  Business Response

  Date: 09/19/2022

  9/19/2022
  
  ******/******* Better Business Bureau
  Attention:*************************************
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ******************* Construction Team has confirmed that they have reached out to our consumer to complete scheduling their items to be addressed. We are happy to follow up once scheduling has been confirmed. In addition, We are in receipt of the expenses  we are going to reimburse for the days they were out of their home from the A/C repair issues and have communicated that we should be able to provide this by weeks end.
  
  We apologize for any frustrations our customer may have experienced, and we are working to resolve their remaining open items.
  
  Please let ** know if you have any questions.
  
  Sincerely,
  
  *************************
  Director of ********** *******
  Richmond American Homes

• Initial Complaint

  Date:09/12/2022

  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 closed on my home Dec 30th, 2021. I started putting in my Warranties request on January 9th, 2022, April 30th, 2022, May 16th, 2022, August 25th, 2022, and September 9, ***************************************************** walk-thru of the home. I have witness other residence who closed after getting walk-thru for warranties and repair guys out to fix their issues. I have a running toilet amongst other things in the home and no one will follow-up with but "other" people who closed after me get "special" privilege's which is not right. All I ask is that the issues be addressed and fixed.

  

  Business Response

  Date: 09/19/2022

  9/14/22
  
  ******/******* Better Business Bureau
  Attention:*************************************
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ***************************** Representitive ******************* reached out to *************** and made an inspection for 9-14-22. During this inspection he created a list of outstanding items and has a service date of **** to address this items.
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve this open item.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  
  ***************************
  VP of Operations, Mid Atlantic
  Richmond American Homes

  Customer Answer

  Date: 09/19/2022

   
  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:09/10/2022

  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.

  We bought a house from Richmond American Homes in 12- 19. We are in *****************, *********** , **. We were clearly told and in our contract that we have a 'warranty' that would be serviced in an agreed time. We had both a 30 day warranty and a 1 year warranty. Neither have been met and both individuals listed below are the reason why our warranty has not been met.We are going on 3 years and the warranty items have not been resolved. The issue is 2 people within the organizations. ***************, Don.laws.mdch.com, he is the Director of ********** Second is *****************************, ************************************************************************* She is the person that sold us the home. Once our home closed and she got her commission for the sale she refused to help us.we are going on 3 years with NO resolution to our issues. The problem is with *************** -- ********* Director. ***************** and the sales person, **************************************** *********** is now telling us they are DONE with us and will do no more work. He has been to our home multiple times telling us in person that the work would be done. Now after many monthsne. he is telling us that no work will be do I don't know if this matters but there are 100+ homeowners in Cobblestone ranch are still having issues with warranty. This is NOT a single issue with us but a systemic issue with Richmond.

  

  Business Response

  Date: 09/14/2022

  09/13/22
  
  ******/******* Better Business Bureau
  Attention:*************************************
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case #********
  
  To Whom It May ****************** pursuit of achievable resolution the Director of ********** ***************, and **** Care Supervisor, *******************************, had a meeting with ************ on September 13,2022.  ************ brought three issues to our attention during this morning meeting. One was a concern of cracked tile in the basement bar area.  Per policy, since it was submitted within the warranty coverage period we have already ordered more tile and will proceed with this repair once it arrives. The second issue is a truss causing a ridge where it meets the roof sheeting.  ************* request we will have an engineer inspect this item. We will repair this if the engineer recommends it,but If there is no structural issue we well give ************ a letter stating so and proceed no further on repair of this ridge. The final issue mentioned was regarding two hairline cracks found on the entry porch. Despite a submission of cracked concrete not being covered under the contractually agreed upon RWC limited warranty, we still replaced the entry porch and steps during the one year warranty period already and will take no further action on this item.
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve this open item.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  
  ***************
  Director of ********** Southern ********
  Richmond American Homes
  

• Initial Complaint

  Date:09/09/2022

  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.

  We made a deposit of ******** on 03.07.22 and signed a purchase agreement with Richmond Homes for a new construction home in ************* community ********* ******. We were told the home would be completed in August of 2022 and traveled from CA to visit the site several times between April and August. It is Sept 2022 and the home is still not finished. Several of the finished homes have been vandalized and materials stolen from the property, we saw children between 10 to 12 carrying pavers from a truck to the homes. When we brought it up to Richmond Homes representatives theyre response was at least they werent stuck in the car in the heat as if caring pavers in 105 degrees was better for those children. The wrong material and tub was installed, removed, put back in and then a new tub with cracks and broken pieces was placed in the home. Theyre response was "we'll get it fixed". Disregarding the fact that we were paying for new material and fixtures not broken and fixed goods. In June and July we saw poor workmanship throughout the house, nails sticking out to nowhere, hvac ducting left hanging to nowhere. Theyre response is their subcontractors each thought it was the others responsibility and they were having difficulty finding workers. At the framing we were advised how terrible the company treats its employees and how difficult it was to have the hired contractors repair their work. When asked about the faulty painting on a neighboring house we were told the contractor was stuck I mexico and his wife was doing the work. Needless to say we cancelled the agreement and asked for a refund. The property manager called me and was extremely rude and basically stated if a few homes werent up to par it was fine with the company since they build over **** units a year. As a business owner myself that philosophy is sad and im glad we chose not to procced.

  

  Business Response

  Date: 09/16/2022

  September 14, 2022
  
  ******/******* Better Business Bureau
  Attention:*************************************
  3801 ************* #***
  ******,** 80210
  
  RE:BBB Case # ********
  
  To Whom It May ****************** are in receipt of the complaint filed by Mr. ***** ******************* regarding the sale and ultimate cancellation of ***************************************************************************************************** at Silver Shadow.  The buyers contracted to purchase this home on March 5, 2022 and received loan approval, which subsequently allowed the home to be released for construction with their personalized options. 
  
  First,to address the concerns regarding the completion timeframe of the home; while contractually they agreed and acknowledged that it can take up 2 years for completion, it is always our intent to be expedient in our build time.  However, given the continued challenges of supply chain and materials, it was necessary to adjust their closing timeframe,which was communicated to them throughout the process.
  
  Second,the allegations of child labor, theft and stolen material are certainly very serious accusations. Given that there are no specific employees referenced in the complaint, it is difficult to confirm with whom, if anyone, these conversations took place.  I can assure you that Richmond American and our subcontractors take the safety and security of all job sites and compliance with legal requirements very seriously and I certainly would refute that our employees would have justified this or excused such behavior.  In addition, when Mr.***** ******************* did express concerns about construction to their Sales Associate, it was immediately escalated to division management and the ******* were put in touch with our Construction Manager, who discussed their concerns with them via phone as they live out of town.  ************ Mr. ***** ******************* did not give Richmond American the opportunity to even finish the home for them and to inspect the final product as they cancelled while the home was still at a drywall stage.
  
  Finally,the conversations that were exchanged between the buyers and our Sales Associate referenced that they had purchased the home remotely as they live out of town and when they did visit Silver Shadow that they ultimately did not like the neighborhood, which was the driver of Buyers Remorse as a cancellation reason.
  
  We understand a consumers frustration with construction delays due to supply chain challenges.  However, this situation must be handled in accordance with the signed Purchase Agreement. We strive to provide equal treatment and act in compliance with contractual specifics and, accordingly, we are unable to refund Mr. ***** ******************* deposit.  
  
  We regret any frustration our customers may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  
  ***********************
  Division President ************************** of ******, ****