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
- 498 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:08/02/2022
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 filed 2 warranty requests under our 1st year warranty of homeownership (June 2021-June 2022). One request was to replace a bathroom vent that was placed on our laundry room, creating a fire hazard. The second request was to replace a basement window well that was rusting due to contact with the steel rebar of the foundation. Both of these issues were discovered by a Home Inspector the first week of June. Both issues were acknowledged by a warranty rep. ******** via email. She informed us that she would send trades out to our home the week of June 27th. The first trade inspected our laundry vent and said it was correct (we found out this is FALSE, a follow up with our home inspector proves this) therefore this issue is not resolved. The second trade inspected our window well and agreed to replace it. The company completed this window well replacement when we were not present. On the week of July 25th, we discovered that the window well had not been properly installed and the ground was not compacted around the window well. The workers had mixed OUR landscape rock with dug out dirt, which is not a correct way to pack a window well. They also blocked our window well drain with dirt. This drain was clear BEFORE their workers destroyed our property. This resulted in multiple water intrusions into our basement. Richmond was immediately contacted, and Richmond refused to give us the name of the trade that they sent to fix the window well, and refused to come fix the shoddy and neglectful workmanship of who they employed to "fix" this while we were under warranty. Richmond has refused to honor their warranty and make right of the situation. We have already incurred thousands of dollars due to these documented Warranty issues. We want to be compensated for the damages that have occurred due to poor workmanship UNDER WARRANTY. We do not trust this company to fix the situation. They have already caused enough damage to our home. They do not honor their warranty.
Business Response
Date: 08/15/2022
8/12/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ****************** contacted ************ on 8/12/22. *****************, ********* Manager, spoke with her on the phone. The items requested from our customer are not covered under the express limited warranty through RWC. *** provided information for action the customer can take to dispute the coverage with RWC directly.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of *********, ****** Division
Richmond American HomesCustomer Answer
Date: 08/15/2022
Complaint: 17660840
I am rejecting this response because these items were submitted under the Richmond warranty, during the covered period. The workers were sent out by Richmond, resulting in the destruction of our window well. *** called me Friday last week, and she was completely useless. This company has no accountability for their actions. Once again, Richmond American does not honor their 1st year warranty. They are now trying to forward me to a different department, when their incompetent department started this entire situation. Now they are denying what is covered under warranty, yet they sent workers out to "fix" the situation? Unacceptable.
Sincerely,
*******************Business Response
Date: 08/30/2022
8/30/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May Concern:
Richmond will not take any action on ************** request. Flooding is excluded from coverage from the express RWC limited warranty.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of ********** ****** Division
Richmond American HomesCustomer Answer
Date: 08/31/2022
Complaint: 17660840
I am rejecting this response because:*** seems to keep dodging the issue again, the issue isn't the flooding. The primary issue is that RICHMOND AMERICAN sent contractors to our home to FIX our window well. Those workers destroyed our window well and did not compact it properly. Richmond sent these workers to our home and now they are claiming no responsibility. I reject this response.
Sincerely,
*******************Business Response
Date: 09/15/2022
9-13-2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May Concern:
Richmond will not take any 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 HomesBusiness Response
Date: 09/26/2022
9-26-2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ******************* issues with the vent and windows are not covered under the express limited warranty offered through RWC. Richmond does not have an implied warranty on the home, the only warranty is the express limited warranty. If the customer is dissatisfied with the answers given, they need to inform RWC in writing by sending an email to ***********************************. No one at Richmond can extend or amend the express limited warranty.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of ********** ****** Division
Richmond American HomesCustomer Answer
Date: 10/04/2022
Complaint: 17660840
I am rejecting this response because:*** is claiming that neither of those things are covered were covered under the warranty, yet ******* (from Richmond American, ***'s department) set up dates and times for these things to be fixed. Richmond sent those workers to our home, I have proof from emails. You cannot deny and pretend that those things were covered. You contracted those workers to our home. REJECT.
Sincerely,
*******************Initial Complaint
Date:08/01/2022
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.
Please see document attached below for full complaint against Richmond American Homes.Business Response
Date: 08/18/2022
8/17/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ********************* you for bringing this matter to our attention. Richmond American Homes of *******, LP (Richmond) and HomeAmerican ******************** (HomeAmerican)appreciate this opportunity to respond to Mr. ******* concerns. Attached is a brief timeline of events and our response to Mr. ******* complaint, along with the documents referenced therein.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
Richmond American Homes of *******, LP
HomeAmerican ********************Initial Complaint
Date:07/31/2022
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 in July 2020 and moved in February 2021. Upon our final walkthrough before closing we signed paperwork with promised work to be completed. It is now July 2022 and the work has not been completed. We asked to delay close until the fixes were completed but we were encouraged by the supervisor that work would be completed in a timely manner and he would personally ensure it happened. We were immediately passed off for warranty to fix the issues. We have since collected more issues that need completed. One being our fire door that is not installed properly. We have been waiting for a replacement door since January of this year. Its been months of waiting around for work to be scheduled but there has been very little movement. As resolution, I would like to see all fired warranty issues resolved (which Richmond had a log of and I have a separate log myself) as well as all issue resolved that were noted during our final walkthrough.Business Response
Date: 08/08/2022
08/8/22
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ************************************* was in contact with on ******************************* on Friday July 29th. ***** Requested a list of outstanding issues and this was supplied. Our ************** Director placed a call and left a message on Monday August 8th.********************* will work on completing the outstanding issues. ************* **** Director will be available to address any 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,
Don Laws
Director of Home **** South Division
Richmond American HomesInitial Complaint
Date:07/29/2022
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.
In March ******************************* our laundry room coming from the roof and damaging the dry walls and door frame. We have had several different roofers come to inspect and provide us with a diagnosis and all of them concluded that the roof is not correctly installed, it is not up to code, and it is incomplete. We were able to contact the original roofer ****** Exteriors roofer, and they were able to come and do a water test on the roof, to identify exactly where the leak was coming from. The leak was coming from the parapet wall base on the wrong material used and the incomplete siding job. This is the quote from roofers the leak is coming from the cap on the top of the wall that was installed by another trade. Capping this wall was not in our contract with Richmond and we did not do the work. We found that trim siding was used to cap the wall and the water is getting in through a seam in the trim board. This is an incorrect product to use and offers very little to keep water out. This area needs to be capped correctly with the metal cap as done on other homes in the area that were done at the same time. There are incorrect materials that were used, missing roof shingles, missing cap metal, unfinished painting, and more. As you can see in the attachment there are a lot of incomplete siding works. We tried contacting Richmond homes many times to get information on who did our siding, but they continue to ignore us it has been about two weeks with no response. They have ignored us in the past when we were trying to figure out what was wrong with the roof and didnt want to give us any information or lend any help. We are definitely not buying any other homes from Richmond. We had nothing but problems since we moved into this brand new house we had bought, and they have been hard to get in touch with especially in fixing issues that were even in the warranty. We need the siding contact ASAP, so we can try resolving this, as the issute continues to worsen.Business Response
Date: 08/08/2022
8/4/2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May Concern:
Richmond has responded to multiple requests from **************** regarding this leak at his home. We responded in writing on 3/21/22, 4/19/22, 5/3/22, 5/12/22, 5/20/22, 5/24/22 and 6/8/22. This home closed on 2/7/2020, there is no implied warranty from Richmond American Homes.
Leaks are not covered under the express RWC limited warranty and Richmond cannot resolve this request on the customers behalf. There is no further information that Richmond will share with the customer. They should engage their homeowners insurance for additional help or follow the steps given to escalate their concern directly to RWC. No one at Richmond can amend or extend the express RWC limited warranty.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of ********** ****** Division
Richmond American HomesCustomer Answer
Date: 08/08/2022
Complaint: 17645685
I am rejecting this response because:
I am asking Richmond to provide me with the information of the people that did the siding of my house. We do not have this information available to us anywhere, and it is our right to get info on the trade/company that did our siding. If there is another place we can go to get this information we would, but there is not, it is not available in the public record or any document they provided us. Also all those date they provided was about conversation in regards to finding out who did our roof. Every message after those dates, have been ignored. We will proceed with our legal rights,to get information we are entitled to get.Sincerely,
*********************Business Response
Date: 08/25/2022
8/19/2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ******************* trade that installed the siding on the home is *******, they can be reached at ************.
We apologize for any frustration our customer may have experienced.
Please let ** know if you have any questions.
Sincerely,
***************
Director of ********** ****** Division
Richmond American HomesCustomer Answer
Date: 09/19/2022
Note - Continuation of started complaint (Complaint ID #*********. We were able to get a hold of the Siding trade, and they came by on 09/19/2022. They also concluded that the roof job is incomplete, and the parapet wall is missing the cap metal. They showed us the blueprint (Attached in the message) of what is supposed to be there. The Richmond blueprint clearly shows that there is supposed to be the cap metal, so where is our cap metal? All our neighbors have one. As continuously indicated, the job was not completed, and now Richmond is trying to not take responsibility for the incomplete job they did. We need this to be addressed and set right. We paid for a completed house, not an incomplete house. We need this to be addressed before the first snow comes again. Or there will be a bigger mess in our house, continuing leak and this will cause a bigger problem than it already is, and you guys will be facing another legal suit.
Finish the Job
Business Response
Date: 10/03/2022
9/29/2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It *** **************************************** Care Supervisor, reached out and set a meeting with **************** for 10/25/22 to inspect his concerns and advise next steps.
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:07/29/2022
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 January 4, and had our I owe you list upon our final walk through that they were supposed to complete within 30 days. We still have yet to have had those items completed. - no closet door in bedroom - no screen for back sliding door - drywall issues - paint issues - carpet/flooring issues -handrail sanding/staining -island fixed We have made contact through emails and phone calls however we still have yet to hear back or have things settled, and it has been six months.Business Response
Date: 08/08/2022
August 8, 2022
RE: BBB Case # ********
To Whom It May ******************* construction Team and ************* Team are working these items and have a goal of this Friday to be completed.
We apologize for any frustration you may have experienced,and we are working to resolve these open items.
Please let ** know if you have any questions.Sincerely,
*******************************
Vice President of Operation
Richmond American Homes
************, *******Initial Complaint
Date:07/28/2022
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 recently signed a contract with Richmond American Homes for a house in ********************** in *************. We have loan approval, we have them ******* money, then ten days later they called ** to say were sorry, I know we sent you this contract and this price and thanks for signing, but were going to need you to agree to a $40,000 price increase today or were cancelling the purchase agreement. Wed like to buy the home for the negotiated and agreed upon price that the ** of Sales agreed to.Business Response
Date: 08/04/2022
08/01/22
******/******* Better Business Bureau
Attention:Accredited Business Resolutions Team
RE:BBB Case # ********
To Whom It May ****************** contacted ******************************* directly on 07/28/2022. Our area Vice President of Sales, ******************* reached out to her by phone. After speaking with *** on 07/28/2022,********* reached out to the on-site Sales Agent the morning of 07/29/2022.********* informed *********************** she would like to move forward with her new home purchase.
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 Sales, ******
Richmond American HomesInitial Complaint
Date:07/28/2022
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.
Primary Concern is that Richmond American has failed to completed the pre closing contractual obligations from our signed documents regarding the installation of the windowed top panel for the garage door. Warranty representatives have not provided any assistance in this matter despite repeated requests and those individuals have since left the company now I have no one to contact regarding this or any other Warranty issues.Business Response
Date: 08/08/2022
August 8, 2022
RE: BBB Case # ********
To Whom It May ****************** our knowledge, our Construction Team and ************* Team have reached out to the consumer to schedule the install. 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,
*******************************
Vice President of Operation
Richmond American Homes
************, *******Initial Complaint
Date:07/27/2022
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.
We purchased a new home from Richmond American in ************, **, and closed on 29 March 2022. Richmond put a mock up garage door before the closing just for pass their home inspection. Until now we still have not received permanent garage door. We called multiple times and they kept saying garage door is back ordered and had no dates when is available. We have couple new homes finished after our closing date past 3 months, those new homes received permanent garage doors instead of mock up ones. We need to have our permanent garage door received so we can lock the garage door and have garage door opener installed.Business Response
Date: 08/08/2022
August 8, 2022
RE: BBB Case # ********
To Whom It May ****************** our knowledge, our Construction Team and ************* Team have reached out to the consumer to schedule the install. 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,
*******************************
Vice President of Operation
Richmond American Homes
************, *******Customer Answer
Date: 08/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, the garage door has been installed and now we are waiting for the business to pick up the mock up garage door.
Sincerely,
***************Initial Complaint
Date:07/26/2022
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.
I purchased a home built by Richmond American in July of 2021. Upon completion of the home, Richmond American placed a temporary garage panel to allow me to closed. I've continuously called and emailed to inquire when the garage door would be fixed. I still have no date as to when this will be address. However the new homes that have been built were completed with the correct garage panels, unlike my home. Contact with Richmond American is scarce as they rarely return or answer phones/emails. When submitting warranty claims with the number they provided, they state to expect a call In 72 hours, but no one calls.Business Response
Date: 08/05/2022
August 5, 2022
RE: BBB Case # ********
To Whom It May ******************* construction Team and ************* Team have contacted our consumer regarding the installation of the permanent garage door. We will be able to schedule installation once they are able to return our contact attempts.
We apologize for any frustration you may have experienced, and we are working to resolve this open item.
Please let ** know if you have any questions.
Sincerely,
*******************************
Vice President of Operation
Richmond American Homes
************, *******Customer Answer
Date: 08/05/2022
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,
Quyelle BrandInitial Complaint
Date:07/20/2022
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.
Need assistance in getting warranty issue resolved and incomplete work finished.Business Response
Date: 07/27/2022
7/27/2022
******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210
RE:BBB Case # ********
To Whom It May ****************** contacted ************** on 7/27/2022 via phone. *****************, ********* Manager, set a meeting for 7/28/2022 at 10am to review concerns.
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
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