Complaints
This profile includes complaints for Richmond American Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 497 total complaints in the last 3 years.
- 91 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a home from Richmond American and closed on our home on December 31st, 2021. We were given 12 months to let the builder know if any repairs needed to be done since we were within our warranty and they are contracted to fix those issues before our warranty expires. We informed **** from Richmond American about the following issues and nothing has been fixed:- Our stairs going up to the 2nd floor need to be re-stained - The railing on the porch is not the correct one and needs to be replaced - The painters never came back to fix the paint throughout the house - The vinyl flooring throughout the 1st floor is not glued down and feels bouncy when you walk on it - Some of the bathrooms need re-caulking - The house is settling and there are cracks that need to be fixed - The rubber at the bottom of the doors need to be repainted or replaced - Cannot open the cabinet to the upstairs hallway bathroom - Missing screens in upstairs sliding door and window in family room - Supports for the shelf in the guest bedroom closet are not installed, they are sitting on top of the shelf Keep in mind, we have text messages between **** and myself since we moved in requesting that these issues be fixed and nothing has been resolved. He sent people to fix minor issues but nothing regarding the major problems. I even warned **** that if things were not fixed, I would be reporting them to the BBB and still nothing has been done.
Business Response
Date: 08/29/2022
8/29/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ******************* area Home Manager, ********************* spoke to *************** at her home today 8/29/2022.He has left her his information to reach out and will address her ********* items per the *** Guidelines.
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,
***************************
VP of Operations, Mid Atlantic
Richmond American HomesCustomer Answer
Date: 01/17/2023
On December 31st, 2021, we purchased a Richmond American Home. After closing, we discovered that our home was not to our standards. The paint was not finished. There were screens missing from the windows and sliding door. The vanity in the upstairs hallway bathroom had a defect which did not allow us to open the drawer completely. The stairs needed to be re-stained and painted and the railing on the front porch was incorrect and was pointed out by my neighbor. There were also nail pops on the floors. Several people have came in to review these issues made notes then left. Some of the issues were resolved such as touchup paint on the walls including the screens that were missing from the window and sliding door have been put in, however, the stairs, railing on the front porch, nail pops and upstairs vanity have not been fixed. Again, reps from Richmond American come in and can clearly see what needs to be fixed, they make notes then leave and are never to be heard of again until we contact them or file a complaint with the BBB. This is ridiculous and unfair how we are being treated throughout this entire process. It's upsetting when neighbors point things out to you that you have complained to the builder about even while the home was under warranty, which expired on December 31st 2022.Business Response
Date: 01/20/2023
1/20/2023
******/******* Better Business Bureau
Attention: *************************************
*********************************************
RE: BBB Case # ********
Dear ******************:
We contacted the Cadets and our area ****************** met them at the home on January 19th to review their issues. There were some items identified that are within the warranty and have been scheduled to be addressed on February 15th and 16th.
We apologize for any frustration our customers may have experienced and we are working to resolve the concerns.
Please let us know if you have any questions.
Sincerely,
***************************
VP of Operations, MDA
Richmond American HomesInitial Complaint
Date:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought my solar panels and monitor system through my home builder -- Richmond American. Its brand new and barely 5 years old. I paid $26K for the system but Im having trouble with it. I cant tell if the system is producing power or not since I cant monitor it. The monitoring system is not working.I tried to resolve this issue with Sunpower but they have not addressed my concerns. I have an open work ticket (#********). It has been opened since June 17, 2022 and no one has called or came to work on this.I am making a complaint because I bought this system through Richmond American. I paid $26K for the whole thing and it is not working. Richmond American has a partnership with Sunpower. Richmond American needs to work this out with Sunpower. It is ridiculous that I was sold a product that is designed to fail, and the company is not acting to make it right.Business Response
Date: 08/29/2022
8/29/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********_Nillasca
To Whom It May ****************** have actively reached out to the solar panel company, Sunpower, and have confirmed they were present in the home to begin addressing this consumers concerns. They have provided follow up information from their appointment to the consumer as well. There is an action plan in place, as they have confirmed with Richmond via email.
We apologize for any frustrations the customer may have experienced, and we are working to resolve this concern.
Please let us know if you have any questions.
Sincerely,
*********************
Director of ********** *********
Richmond American HomesInitial Complaint
Date:08/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We closed on our Richmond home Oct. 2021 and spent many months dealing with warranty on documented punch list items from our pre-closing walkthrough. The major item still open and the reason for this case, is the poor quality carpet and carpet installation in my bedrooms, basement, and stairs. The initial installation was so poorly done that there were 1” gaps in some areas between the wall and the base. In addition, the trade tracked oil footprints through the largest section of the carpet in the basement. Richmond’s response was to shampoo the carpet which didn’t work and re-stretch the areas where the gaps were. The supplier (Eagle Flooring) decided it was best to replace it. When they did, they did not order enough to complete the job and had to order more. This resulted in a significant color variance in dye lots. In addition, the quality of the carpet install the second go-around is almost as bad as the first with numerous wrinkles, gaps in seams/door jams, or poorly cut sections and very noticeable color variance due to insufficient order and how it was laid. On multiple attempts I have tried to resolve these issues with Richmond American warranty contacts, Eagle Flooring reps and most recently, Home Care Supervisor, Amy Rodriguez and area lead Dan Nudd. In addition, I have attempted to contact executives at MDCH (parent co) and failed to get any response or the attention one would expect on a quality issue such as this. Amy and Dan have been clear that Richmond will not take any further action to resolve these issues and directed me to open an arbitration case with our the limited warranty provider at my expense. For resolution, I would expect 1 of 2 things: replace the carpet with a new product using a properly skilled trade or refund the premium uplift I paid ($9,416) for a sub premium product. Look forward to swift resolution so we can put this behind us and move on with our lives.Initial Complaint
Date:08/17/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife and I signed a contract for a new construction home in August 2021. We were told that we would be locked in an interest rate of 3.3% and the house would be complete 6 months later. We got prequalified for the house loan in the amount of $597,000. We were asked to submit an ******* deposit of $11,500 which we did. Now one year later August 2022, we are set to close the house in 2 weeks. The lending team advised us that we do not qualify for the loan anymore due to an increase in debt and that we need to pay off a bunch of accounts and sell one of our cars to acquire the home. Additionally, I was told by the sales agent on the phone that the lender HMC which is a part of Richmond had said that we are close to not getting approved but I have not heard such a thing from the lender nor do I have this in writing. Since I do not qualify for the loan I have been forced to cancel the contract but they are saying they will not be refunding my ******* deposit of $11,500. They have also stated if I want to continue with the purchase they will charge me an additional 1.5% of the closing cost. As a resolution i am requesting that my ******* deposit be refunded to me.Business Response
Date: 08/24/2022
8/22/22
******/******* 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 notified ************ on August 19, 2022 that his full deposit would be refunded.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
Mo Rahim
VP of Sales, ********** Division
Richmond American HomesCustomer Answer
Date: 08/27/2022
Complaint: 17729988
I am rejecting this response because: I have not received my refund and the Agent i was working with ************************* is not responding to me on how i will be receiving this refund.
Sincerely,
***********************Business Response
Date: 09/07/2022
9/7/22
******/******* 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 notified ************ on August 19, 2022 that his full deposit would be refunded. To our knowledge it has been.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
Mo Rahim
VP of Sales, ********** Division
Richmond American HomesCustomer Answer
Date: 09/12/2022
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:08/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have closed on our home with Richmond American Homes on February 28, 2022 with several items needing to completed. I had the flexibility with the closing date but Richmond didnt want to postpone with the promise that all items were going to be completed within 30 days. It is been 6 months and absolutely nothing was done. The supervisors have no idea of what they need to do, they keep making us take time off for appointments and no one shows up. There is a complete disregard with the way they are dealing with this. A complete disrespect and lack of professionalism. There are issues with stair rails, kitchen backsplash, unfinished electrical, unfinished paint, broken trims, missing faucets and door knobs, broken glass pendants, uninstalled appliances, dead landscaping, broken and leaking sprinklers, etc We taken a lot of time off, arranged our schedules, I even cancelled a trip to be there and they dont even care to cancel, they just dont show up.Business Response
Date: 08/24/2022
8-24-2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ****************** contacted ************** on 8-22-2022. *****************, ********* Manager, left a voicemail. We have not received a call back at this time.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of *********, ****** Division
Richmond American HomesInitial Complaint
Date:08/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I closed on my home in 7/30/2021. There are two major issues. The First one is the hardwood flooring for which I paid $13,301. When we moved into our home, we noticed right away that something was wrong with the flooring. Several high and low spots throughout the house and gaps between hardwood floor and subfloor resulting in almost the whole floor being noisy when walking on it. Richmond tried to treat the symptoms a bit without fixing the root cause. I hired a certified floor inspector recommended by the flooring manufacturer and he found several installation issues. Richmond countered it by getting the floor inspected by a manufacturer's floor sales agent who, not surprisingly, did not find any issues with the floor. I reached out to the flooring manufacturer again and this time they sent another floor inspector on their dime to inspect the floor who concurred with the first report and sent the report directly to Richmond. Richmond ignored the report. I reached out to the builder warranty company (RWC) to mediate and they came back saying that Richmond won't do anything about it and I can choose to arbitrate this matter by paying a fee which could be $1200. RWC also insisted that the arbitrator will not consider the fact that flooring was not laid down as per manufacturer's guidelines. If flooring is not installed as per manufacturer's guidelines, it basically breaks my warranty from the manufacturer. The Second issue is garage sloping inwards. This happened almost immediately after moving in and Richmond doesn't want to fix it. I am having water pooling issues in garage corners during snow and rain and even visible water damage on the foundation walls. I reached out to the city and they said it is a code requirement that the garage floor should slope out for any water to drain out. City said that this can be pursued in civil litigation if the builder is refusing to address it. Could you please help me resolve this issue with the builder?Business Response
Date: 08/23/2022
8/23/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ******************** contacted ************************* directly on Monday, August 22nd, 2022. Our area Home Manager, ******************* met with ***** in person. The home was completed in July 30th, 2021. The flooring installation in the home has been inspected by the material installer and framing specialists on multiple occasions. The flooring appeared to be installed per manufacturer specifications and is typical for the type and style of materials. The concrete in the garage was examined by a flatwork specialist, and while some possible movement of the flatwork adjacent to the driveway was noted post-closing of the property, much of the flatwork is sloped down and toward the garage overhead door,as is typical. Concrete flatwork at the exterior of the home is generally not covered under the limited warranty, as outlined in the agreed upon RWC warranty program, and some minor movement can be expected due to soils in the area.
************** manager will further communicate with homeowner on potential courtesies that *** be available.
We apologize for any frustration our customer *** have experienced and we are working to resolve the concerns.
Please let us know if you have any questions.
Sincerely,
Name
*******************, Manager of ********** ***************** ********
Richmond American HomesInitial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I closed on my house in March of 2021. I had basement and flooring issues as well as a whole list of items. I contacted *** and **** to get it fixed over a year ago. 6 months later they sent someone to tear apart my basement and fix it. 6 months later I have a demolished basement with no resolution . Cracks in the floors with my 5 year old and 3 year old not able to use 2 out of 3 floors. This is a safety issue as well as a health issue as my kids can be extremely hurt. I have called texted emailed for 5 months with no response. The floor vendor cant even get a hold of them.Business Response
Date: 08/24/2022
8-24-2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ****************** met with ********************** on 8-23-2022. *****************, ********* Manager, inspected the pending items and scheduled work to be performed on 9-19-2022 through 9-23-2022.
We apologize for any frustration our customer may have experienced and are working to resolve the issues as soon as possible.
Please let ** know if you have any questions.
Sincerely,
***************
Director of *********, ****** Division
Richmond American HomesCustomer Answer
Date: 08/26/2022
Complaint: 17719768
I am rejecting this response because:
I was supposed to get an email with all dates and work to be completed which I have yet to receive.
Sincerely,
*******************************Business Response
Date: 08/30/2022
8-30-2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It *** ********************************** ********* Manager, emailed the upcoming work day schedule to **********************
We apologize for any frustration our customer may have experienced and are working to resolve the issues as soon as possible.
Please let ** know if you have any questions.
Sincerely,
***************
Director of *********, ****** Division
Richmond American HomesInitial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Built a house with Richmond and the entire building process was a disaster and took twice as long as expected. We have been in the home for 4 months with MANY issues to be fixed and no one is returning phone calls to schedule repairs/replacements. The two direct contacts we have no longer work with the company and we have been given no additional contact information. Contacted Richmond Corporate and received no help.Business Response
Date: 08/24/2022
8/24/2022
RE: BBB case #********
To Whom It May ****************** have contacted ******************************* and our Director of Construction will be meeting her this Friday at 9am. (8/26/22)
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,
*******************************
Vice President of Operations
************, ** Division
Richmond American HomesInitial Complaint
Date:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Warranty issues are being ignored not just by me but by many of the people in Vilages of Woodbridge and ****** Walk.Look at the two community ******** pages for examples and picturesBusiness Response
Date: 08/25/2022
8/24/22
******/******* Better Business Bureau
Attention:*************************************
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. 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,
*****************************
V.P. of Operations, ************
Richmond American HomesInitial Complaint
Date:08/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We contracted with Richmond American Homes in ******* of this year. They took $12,439 as an ******* money (promissory note) to hold the property. Keep in mind, the sales agent just kept telling us the lot would go and be gone etc... We looked at it and the next day came back with a check in hand under pressure. We were quoted a completion date of October-December '22 at the time of contract (most likely December we were told). Then in April of this year, we were told that the completion would be ******* or possibly Feb of '23. Then, in July '22 (last month), they said September '22 now. Take in mind, we extended our lease and sure enough they wanted to close next month. Feeling like we have to get the loan in order, we applied to Richmond Mortgage and were denied. Our original pre-approval letter was from ******* when fixed rates were still in the 3's and the letter states clearly it is only good for 90 days. This letter came from myself and brokerage firm I was with at the time (mortgage company). Myself and my wife are both mortgage brokers and RE agents. Interest rates climbed between April and May almost 3%; we have never seen such a jump in history. Our payment went up over $2000 more per month and our savings has dwindled due to our personal work pipelines halted over Summer. This made it so we couldn't qualify and our down payment funds have been exhausted. Richmond doesn't care and refuses to refund our money. I was told by the Richmond sales agent manager that it was up to me to remain qualified beyond the 90 days the letter stated; even in one of the worst mortgage environments this country has ever seen. They are also calling this pre-approval letter, an actual approval letter and it isn't (not even close and it's attached). They played games with the completion of the home so much so that we would lose at least a few months of rent if we bought. Otherwise, we are losing over $12k because we can't qualify. They are stealing from us.Business Response
Date: 08/10/2022
8/8/22
******/******* 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 ****************** deposit.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
*****************************
Director of Sales, ******** South
Richmond American HomesCustomer Answer
Date: 08/11/2022
Complaint: 17665845
I am rejecting this response because:****, thank you for responding, but you are not honoring your own contract. I have attached this, the outside financing form and deposit form (some of which is filled out missing info and incorrect).
Here is snip of 6.4 and 6.5 or your contract so you can read it again.
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
*** be extended by an authorized representative of Seller. Seller *** 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
*** 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 *** terminate this Agreement and,
notwithstanding any contrary provision in this Agreement, Buyer will receive a refund of the Deposit
and Personalization Deposit.
6.5 Loan Commitment. Once the Loan Commitment is issued, Buyer 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 *** 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 *** 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.
If Buyer has obtained a Loan Commitment but thereafter (a) Buyer's Loan Commitment is
terminated or rescinded and Buyer gives Seller immediate notice of such termination, and Buyer
is unable to obtain and deliver a replacement loan commitment within such time as Seller ***
allow for such purpose, or (b) Lender for any reason declines to fund the Loan to Buyer, then
Buyer shall be deemed to be in default under this Agreement and Seller *** immediately
exercise all of its rights and remedies under this Agreement, including the right to retain the
Deposit, the Personalization Deposit and all other amounts paid by Buyer to Seller. With respect
to VA guaranteed loans only, ***** will receive a refund of the Deposit and Personalization
Deposit if Buyer's Loan Commitment is terminated for any reason.
YOU NEVER RECIEVED A LOAN COMMITMENT FROM ANYBODY. You received a pre-approval or pre-qualification letter that clearly states it expires in 90 days and that the loan would be subject to future exploration/approval. A loan commitment is evidence of a loan approval through underwriting. This is nothing that resembles this.
The pressure to put down monies from the Sales Associate ***************************** was so intense, we didn't even have time to speak to American Mortgage, but we wanted to. This is why we made him add the amendment for a financing credit if we chose to. Going on, we returned the second day, asap, with money in hand- as the sales agent was continuously speaking of others interest in this particular property/lot. It was a well played manipulation, but it wasn't fair either.
Since then, we applied through American Mortgage and were denied. We have tried other lending routes, but we cannot qualify through ******/******* right now- as we have explained.
We actually followed your contract when you have not.
In addition to this, we can show that you changed our build date 3 times over the course of us starting in January. It would be impossible to predict the type of loan lock we would have needed and pay the associated costs involved with each increment of extension. You told us in January that we would be closing in October-December of 2022. In late April, the Super and ****** told us January/February of 2023. We did a lease extension. 2 weeks ago I received an email from the closing **** at Richmond stating our closing was in September (next month). That's a joke. You can also say that we should have looked at a lock with American Mortgage as you guys were offering 12 month locks. With that in mind, as of April's call, that *** have not worked looking at February 2023. Regardless, you cannot tie our ******* money to your in house financing. That would be considered predatory practices under CFBP and RESPA. It's pretty common knowledge that your in house mortgage company makes up their credit by providing sub par rates and expensive terms.
I will tell you that these behaviors are not limited to us either. Keep in mind that I have dealt with dozens of Richmond clients and I've documented dozens of conversations with Richmond sales associates too. I even told American Mortgage how to qualify some of your clients.
We are asking once again for you to return our ******* Money and frankly you should be giving our personalization deposit back to us as well- based on your contract.
Finally, I will tell you that this isn't over in least bit, we're just getting started. I have already named you in an official Attorney General complaint and from what I've discussed with council, you guys are a national traded company that opens up Federal complaints. That's next.
We will not let you steal from us.
Regards,
***************************Business Response
Date: 09/07/2022
9/7/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ****************** are in process on addressing the most recent concerns brought by the consumer.We are happy to provide an update once we are able and have assessed the situation in full.
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 Sales, Southern ********
Richmond American HomesBusiness Response
Date: 09/13/2022
9/13/2022
******/******* 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. Specifically, section 6 referencing buyers obligation to obtain loan commitment and their responsibility in maintaining loan commitment. 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,
*****************************
Director of Sales, ******** **************
Richmond American HomesCustomer Answer
Date: 10/04/2022
Complaint: 17665845
I am rejecting this response because:
Good Afternoon,
Below in bold was never addressed in any replies from the business (this was my reply on 8/11). On 9/21 **** just repeats himself and adds it was up to us to keep our loan commitment when I clearly explained that piece below (bold red). They are just avoiding answering us at this point because they want to keep our money for nothing.
I am rejecting this response because:
****, thank you for responding, but you are not honoring your own contract. I have attached this, the outside financing form and deposit form (some of which is filled out missing info and incorrect).
Here is snip of 6.4 and 6.5 or your contract so you can read it again.
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
*** be extended by an authorized representative of Seller. Seller *** 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
*** 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 *** terminate this Agreement and,
notwithstanding any contrary provision in this Agreement, Buyer will receive a refund of the Deposit
and Personalization Deposit.
6.5 Loan Commitment. Once the Loan Commitment is issued, Buyer 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 *** 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 *** 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.
If Buyer has obtained a Loan Commitment but thereafter (a) Buyer's Loan Commitment is
terminated or rescinded and Buyer gives Seller immediate notice of such termination, and Buyer
is unable to obtain and deliver a replacement loan commitment within such time as Seller ***
allow for such purpose, or (b) Lender for any reason declines to fund the Loan to Buyer, then
Buyer shall be deemed to be in default under this Agreement and Seller *** immediately
exercise all of its rights and remedies under this Agreement, including the right to retain the
Deposit, the Personalization Deposit and all other amounts paid by Buyer to Seller. With respect
to VA guaranteed loans only, ***** will receive a refund of the Deposit and Personalization
Deposit if Buyer's Loan Commitment is terminated for any reason.
YOU NEVER RECIEVED A LOAN COMMITMENT FROM ANYBODY. You received a pre-approval or pre-qualification letter that clearly states it expires in 90 days and that the loan would be subject to future exploration/approval. A loan commitment is evidence of a loan approval through underwriting. This is nothing that resembles this.
The pressure to put down monies from the Sales Associate ***************************** was so intense, we didn't even have time to speak to American Mortgage, but we wanted to. This is why we made him add the amendment for a financing credit if we chose to. Going on, we returned the second day, asap, with money in hand- as the sales agent was continuously speaking of others interest in this particular property/lot. It was a well played manipulation, but it wasn't fair either.
Since then, we applied through American Mortgage and were denied. We have tried other lending routes, but we cannot qualify through ******/******* right now- as we have explained.
We actually followed your contract when you have not.
In addition to this, we can show that you changed our build date 3 times over the course of us starting in January. It would be impossible to predict the type of loan lock we would have needed and pay the associated costs involved with each increment of extension. You told us in January that we would be closing in October-December of 2022. In late April, the Super and ****** told us January/February of 2023. We did a lease extension. 2 weeks ago I received an email from the closing **** at Richmond stating our closing was in September (next month). That's a joke. You can also say that we should have looked at a lock with American Mortgage as you guys were offering 12 month locks. With that in mind, as of April's call, that *** have not worked looking at February 2023. Regardless, you cannot tie our ******* money to your in house financing. That would be considered predatory practices under CFBP and RESPA. It's pretty common knowledge that your in house mortgage company makes up their credit by providing sub par rates and expensive terms.
I will tell you that these behaviors are not limited to us either. Keep in mind that I have dealt with dozens of Richmond clients and I've documented dozens of conversations with Richmond sales associates too. I even told American Mortgage how to qualify some of your clients.
We are asking once again for you to return our ******* Money and frankly you should be giving our personalization deposit back to us as well- based on your contract.
Finally, I will tell you that this isn't over in least bit, we're just getting started. I have already named you in an official Attorney General complaint and from what I've discussed with council, you guys are a national traded company that opens up Federal complaints. That's next.
We will not let you steal from us.
Sincerely,
***************************Business Response
Date: 10/14/2022
10/14/22
******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ******************* position on this matter has not change. But, as further clarification, the lender letter that was provided was acceptable under our policy. While the letter did have an expiration date, that fact remains that it is the buyers sole responsibility to maintain loan approval status throughout the build process and should that status change, there is no eligibility for a refund. Please accept this as our final communication, the next step here would be for **************** to initiate mediation/arbitration.
We apologize for any frustration the customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
*****************************
Director of Sales, ******** **************
Richmond American HomesCustomer Answer
Date: 10/20/2022
Complaint: 17665845
I am rejecting this response because:It's absolutely unresolved and they are lying now. **** mentions the lender letter (which you guys have in uploads). This clearly states it is not a loan commitment of any kind. At best, this was a PRE-approval letter, it doesn't even state APPROVAL. I took this from the letter itself:
"This pre-approval is based on our review of your completed application, including income, assets and your credit report. Final approval will be subject to the review of the subject property appraisal, the updated income, the purchase contract, the final title report and final underwriting approval. Borrower has no contingent property sale. This does not constitute an express guarantee that you will be approved for a mortgage at True Mortgage and this letter expires in 90 days. DU findings expire in 90 days (credit) and will be processed with updated income/credit in Fall 2022."
According to ****, it is now up to Richmond to decide what constitutes an approval letter at contract- I'm sorry but that is insane and they clearly are grasping for excuses. Their on site agent, whom isn't licensed by anyone, accepted this letter AS IS. It even states in the letter that we would need to get qualified in the Fall of 2022. Furthermore, they cancelled our contract long before it was due to be completed and already closed with another family back on September 27th.
Let me know what you think and thank you for all of the help!
***************************
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