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 has 41 locations, listed below.

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• 

  Richmond American Homes

  4350 S Monaco St Denver, CO 80237-3400

  
• 

  Richmond American Homes

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

• 

  Richmond American Homes

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

• 

  Richmond American Homes of Arizona, Inc.

  15967 W. Berkeley Drive Goodyear, AZ 85395

• 

  Richmond American Homes of Nevada, Inc.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2024

  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.

  This company is a bunch of immoral and incompetent people. We closed on our home in March of 2024 and its been nothing but a nightmare ever since. Our first home care *** ****** that was in charge of taking care of all our issues in the home after moving in was completely unprofessional and ghosted us for five months. We couldnt get any communication or updates about our ***airs needing to be fixed. I kept asking for help from others in the company and nothing was being done. Eventually this care *** was fired from the company from what I was told. The next home care *** *** was not much better. She had been extremely difficult to work with. She rarely follow up on anything. Contradicts herself in her emails. She told me that I had been contacted by a vendor and that I didnt respond. Yet I never saw an email or missed called and DJ couldnt even have the courtesy to follow up with me to make sure I got the contact. I contacted her managers asking for an update on my ***air list and got an incredibly unprofessional and snarky email response. ******* **** is the absolute worst to deal with. She never acknowledges my actual concerns and has no interest in handling my issues in a professional manner. I asked for the contact info of someone above her numerous times since she refuses to help me. And she just avoids that question.Our AC unit has broken twice in less than two years. The second time we were told by two different companies its a refrigerant leak that normally doesnt happen for at least 10 years. We had to pay 1250 bucks to ***air it and Richmond refused to give us labor assistance. They came out to fix it once during our one year warranty and didnt catch the leak at that time. They should be paying for this. Stay far away from this company. Ive talked to many neighbors that have been dealing with the same exact issues. This company is a joke, take your money to another builder.

  

  Business Response

  Date: 01/15/2025

  As an act of good faith, we have sent a release instead of a payout in the amount of $1250 to all owners in the contract as of January 7, 2025. We are currently waiting for the release to be returned via ******** per homeowner would be today, Thursday, January 15, 2025. 
  
  Once the release is signed, we will promptly initiate the check request.
  
  Sincerely,
  ******* ****
  Director *********

• Initial Complaint

  Date:12/24/2024

  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.

  On 11/23/2024 I went to install Christmas lights decided to check the roof, since we were told not to have home inspector or homeowner not to go on the roof cause it would void warranty. Well to my surprise there were about 25 broken and cracked and not even fastened roof tiles. I notified my project manger. R, ***** who was handling a few small 1 year walk thru items. He interned notified Artisian Roofing, they said they came out some time prior to 12/18/2024. They said it was cause of the solar install warranty was voided. So i told then I was filing a complaint, and then I was texted that the roofing company would be there on 12/20/2024. again, so I guess they never came the first time, they just decided to blame the solar company first.Spoke with the solar installer One world energy they told me that they replace 5 tiles in the area of the solar panels. the funny thing is that the solar panes incorporate the mostly the area of the back of the house, mostly all the tiles are where there are no panels and or work that was done.The roofing company seems to have no work ethic and that Richmond American home decided to go with a subpar roofing company that has credibility and or pride in a good jobs. they just blame others for there poor quality of work. Richmond American should stand by there homeowners that spent a large sum of money for a quality new home build.

  

  Business Response

  Date: 12/27/2024

  To Whom It May Concern:
  
  We have been in contact with Mr. **** today. After discussing the situation with the roofing company, **** decided to take care of the broken roof tiles. 
  
  Our home care rep ****** informed Mr. **** today. The roofing company feels that the roof tiles were cracked by the solar company as they had not received any concerns or pictures from the solar company and or homeowner before the installation of the solar panels. RAH was following the policy regarding the roof when it comes to other parties walking on the roof after the installation of the tiles. To take care of our customer we have decided to take care and cover repair costs to fix the broken roof tiles.  
  
  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,
  **** ******
  Home Care Warranty Manager
  Richmond American Homes
  **************************************** ******, *** *****

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new house 2/2022, we moved in November 18, 2024. Our refrigerator / freezer be an having issues with keeping proper temperature. I contacted ** directly and was informed that they needed to send out a technician. Upon completion of the full diagnostic the repair technician informed us that the refrigerator was three years old and had been used prior to our closing . The date of first use shows 9/2021. We paid for a brand new refrigerator $1800 and expected a brand new refrigerator. We would just like to get the refrigerator replaced.

  Customer Answer

  Date: 12/16/2024

  ****************

  *********************

  

  Business Response

  Date: 12/23/2024

  Dear Accredited Business Resolutions Specialist:
  
  In response to our customer having an issue with their refrigerator/freezer. The customer closed on their home on 2/15/2022 and would have had a manufacturer warranty through ** directly, not *** for one year that would have ended 2/15/2023 one year from the ***. Currently, they are at a year and ten months past their manufacturers warranty. Customers should fill out their registration cards on their appliances and send them to ** to register and receive an e-mail. Customers can also extend their warranty directly through ** if they choose at their own cost.After further investigating this issue, records show with Richmond American and GE the unit was manufactured on 9/21/2021, ordered on 11/24/2021 and shipped to their address by ** on 12/16/2021 for installation, set up and turned on with all their other kitchen appliances to make sure they are running, cooling and inspected for any damage or leaks.
  
  The brand-new appliances are set up and ready for the customers first buyer walk before their closing date when that time arrives. They then walk the whole home and check everything that might need touched up, adjusted, fixed etc. These items if any are found are corrected and the customer will close on the home and get their keys.Our records also show that our home care specialist reached out to our customer during their warranty period with our CE program 6/2/2022, 6/22/2022,7/27/2022,8/21/2022 by e-mail and phone with no response to see if they had any warranty items,we could take care of for them as notes indicated in our system. This is the first time hearing from our customer about any issues with the refrigerator on 12/17/2024.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ****
  Director Home Care 

• Initial Complaint

  Date:12/02/2024

  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.

  My wife and I purchased a home from Richmond American near the end of May, 2022. There were several checklist items that required completion, which was noted on the move-in inspection report, as well as our privately-paid inspection report. All were acknowledged by RAH at that time as valid checklist items.Most of these checlist items were completed, although some of them took over 2 years to complete.Two checklist items (as noted on the initial inspection) have not been completed, and RAH appears to be unwilling to complete them. Specifically:1.) There is a large crack in our driveway. It is possible that the driveway was done at least partially incorrectly during the build. *** has promised us several times that a subcontractor would come inspect the work. None ever has.2.) The bogger issue is the ************* pressure in our home. The target range is ***** psi. We are about 38 psi. After much diagnostic effort, it was determined that the ************* pressure is at the hydrant. RAH has directed me to contact the city for resolution. But, I signed a contract to deliver a completed home with *** - not with the city. *** needs to contact the city to deliver a completed product, per our cootract.

  

  Business Response

  Date: 12/03/2024

  We contacted Mr. ***** by phone on 12/03/2024 and got his voicemail. Our area ********* Director, *** **** left a message stating that per the *********** Warranty, driveways are not covered by this warranty.
  
  We did try to address the low water pressure by replacing the *** valve which did not change the water pressure. We also let Mr. ***** know that we have nothing to do with water pressure and he must go through the city. The home was completed on 01/27/22 and is now 18 months past the one-year warranty coverage.
  
  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,
  *** ****
  ********* Director, South Division
  Richmond American Homes

• Initial Complaint

  Date:11/21/2024

  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.

  Purchased a new construction home from Richmond American Home back in January 2023. Till date all warranty work that was noted has not been completed. I have attempted several times to reach out to the warranty representative but no response. We are coming up on two years and the warranty work has not been done and no one to reach out to.

  

  Business Response

  Date: 11/27/2024

  11/25/2024
  
  ******/******* Better Business Bureau
  Attention:Accredited Business Resolutions Specialist
  ****************************************************************************************
  
  RE:BBB Case # ********
  
  Dear Accredited Business Resolutions Specialist:
  
  Richmond American Homes has been in contact with Mr. ***** to schedule some remaining warranty items as needed. RA home care has been in contact with Mr. ***** to discuss and confirm an upcoming trade schedule that include a carpet stretch and tack, cabinet, stucco touch up and baseboard repair for 12-5-2024. *** has also scheduled repairs for the courtyard wall 12-17-2024 with painters to follow. After following up on Mr. ***** recent claim we have documented in our system that twenty-seven trades have been scheduled out prior to Mr. ***** home during his warranty period. We certainly appreciate Mr. ****** and we apologize for any delays or any work unfinished. I left Mr. ***** a voicemail and sent an e-mail that I am available anytime moving forward to discuss and help in anyway. Mr. ***** is our valued customer, and we will make sure that his remaining warranty work gets completed in a timely manner.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  ****** ****
  Director Home Care
  Richmond American Homes
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22588791
  
  I am rejecting this response because: for the last 22 months it has been the same repeated motions of trades scheduling with no shows or improper corrections which need repeated attention. I will not accept this as resolved until the work is actually completed. Thank you.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a R-A home. Some defects were ***aired on the 30 day walk-through. However, the Richmond-American follow up *** recognized and documented that R-A had damaged the microwave faceplate. He said he would order a new one and wed have it shortly after the 30 day walkthrough. It never arrived. After a few months waiting with no faceplate, I reached back to the ***. He told me he was busy and to stop emailing. After 5 months, we still dont have the part. I then sent a complaint to R-A directly on their website. I got a response telling me the follow up *** (above) would contact me. He hasnt. Were 5 months in and no ***lacement part.

  

  Business Response

  Date: 11/22/2024

  Dear Accredited Business Resolutions Specialist.
  
  Our homeowner is correct, we did previously order a replacement microwave trim plate. We are sorry to hear it has not arrived yet. We received an online request from our homeowner, via our website, on 11/14/2024, which I responded to the same day. I notified the ********* Specialist, who reached out to GE for an update. Before we could get an answer, this BBB complaint was received.
  
  We finally received a response yesterday. The previous orders were lost and ** has re-shipped. They have notified us the homeowner can expect a receipt in 3-5 business days. ** will reach out to our customer to schedule once the part is on hand. Our homeowner can submit an online request to notify us if they do not receive the part in that time frame.
  
  We apologize for the delay and look forward to resolving this concern.
  

  Thank you,
  **** *******
  Sr. ********* Coordinator, Mid-Atlantic
  Richmond American Homes

  Customer Answer

  Date: 12/02/2024

  The company did order the part and it finally arrived.  I hadn't responsed until the part arrived.
  We need to have a GE technician come install, but otherwise, we did get the part that was damaged.
  Thank you so much for your help on this...we had been unable to get any response on our own after multiple attempts.
  *****

• Initial Complaint

  Date:11/14/2024

  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.

  One of the doors was broken at closing and Richmond agreed to replace the door but nothing has been done after weeks.

  

  Business Response

  Date: 11/15/2024

  Dear Accredited Business Resolutions Specialist:
  
  The Richmond American Homes Construction team has been in contact with ******* Ma.The interior door in question has been ordered and is available for installation.The site construction superintendent is currently in the process of making the necessary scheduling arrangements to resolve this outstanding task.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concern as promptly as possible.
  
  Please let us know if you have any further questions.
  
  Sincerely,
  **** *****
  Director of ********** *****************
  Richmond American Homes

• Initial Complaint

  Date:11/08/2024

  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.

  Purchased new built home on 10 April 2020 from Richmond American Homes in ***********. **********************, Closed on 15 April 2022. During the 1st month after closing there were many issues with the house which took the builder about a year to fix. one issue which was not touched yet was a crack wall in the backyard that faces *********, this issue was listed during the first walk I made with the Superintendent ****. I was told on numerous occasions this would be taken care of. at one time I was told to annotated once again at the year mark so the builder would take care of it. Since we closed on the house April 2022 I have submitted 7 warranty request but only on 1 I was given full details of what I was asking. the other I just receive the below.Richmond American Homes<********************>?*************************************** ? Richmond American Homes homepage Your warranty request has been received. A member of your ********* team will be in touch.I'm attaching copies of text between RAH POC about wall issue, **** and ***** included in HOA RESPONSE EMAIL Builder needs to take responsibility for the wall, I did not build this or had someone do it. I paid cash the same day I got the keys, I did not hold back on the money to pay. as a customer we don't have any leverage, I wish I could say I will pay in full once the house is 100%thank you for your time ****** *******

  

  Business Response

  Date: 11/15/2024

  Dear Accredited Business Resolutions Specialist:
  
  Richmond American Homes has responded directly to ******************* claim about a hair line crack on the interior masonry back yard block wall that backs up to an *** retaining wall off ************ governed by the ****
  
  On 11-12-24 RAH ***resentative ****** **** met Mr. ******* on-site to inspect the block wall. During my discussion with Mr. ******** the ***, which is ***, LLC with ***resentative ***** ******** has been involved and in contact with ********** for several months to work on this issue and come up with their solution to remedy this. *** has sent out vendors for estimates and is having a meeting on 11-13-2024 and stated she will be back in contact with homeowner ********** for there solution.
  
  RAH has also reached out to the *** *** and currently waiting for their response as well. *** will stay in contact with our customer as we look for the resolution in this matter.
  
  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,
  ****** ****
  Director Home Care
  Richmond American Homes

  Customer Answer

  Date: 11/15/2024

   
  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. **** did arrive at my house today and will have a response to get the wall fix soon.

   

  Thanks for you help
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/03/2024

  Type:Sales and Advertising 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.

  Me and my wife had our home built by Richmond American Homes back in 2020 in the ************* sub division located off of ************ and ******. Sense moving into our new home back in November of 2020, weve encounter 3 separate incidents with the plumbing in our new home that required us to file 3 separate claims with our insurance company (State Farm). The first claim came on 6/18/2022 as a result of a faulty toilet flapper that leaked water onto our upstairs bathroom floor and into our garage. The total deductible we had to pay for this was $1974. On 3/4/2024 we filed another claim as a result of a water supply line in the same bathroom that was hand tightened and started to leak over time. This leak affected the bathroom, guess bedroom, loft area and our garage. Our deductible we payed for this claim was about $2150. And currently we are in the process of another claim that was filed on 10/13/2024. This leak was the result of nails and a s**** that pierced a plex B pipe during the construction of our new home. The screws and nails had rusted out causing the pipe to leak behind our cabinets in our kitchen. Our kitchen is currently torn up and we are awaiting approval for the repairs. I spoke with Richmond American homes and they advised that I contact the ******************************** sense my home has passed its 2 year warranty(which *** already contacted them). This has been frustrating as our new home has had 3 separate incidents and clearly displays the lack of attention during the construction of our house and the home inspections. Richmond is of no help and were out of options. We would to be compensated well for our troubles with our new home as no new home buyer should ever have to go through this. Thank you for your time and help.

  

  Business Response

  Date: 11/11/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted the homeowner directly on 11/5/24 through ************* *************. ****** has a call scheduled with our ***************** on 11/11/24 to discuss the claimed issues, and we are hopeful of resolving all matters with him at that time.
  
  We apologize for any frustration our customers may have experienced and are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** ****.
  Home Care Director.
  Richmond American Homes

  Customer Answer

  Date: 11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/17/2024

  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.

  To Whom It May Concern,We are writing to express our overwhelming frustration and disappointment with the purchase of our new home. Despite our numerous attempts to address essential repairs, it feels as though our concerns fall on deaf ears.We have been more than patient as this has been ongoing since 5/30/2024, but we can no longer tolerate living in a house that we cannot fully move into. We are paying a mortgage for a home where Richmond American Homes refuses to fulfill its warranty obligations. The carpet is poorly installed, leaving us with most of our furniture stuck in the garage while we wait for someone to address this issue.Attached are multiple email transcripts between the superintendent of our subdivision and their management team. We were hopeful that involving management would lead to action, but that has not happened. As I write this, we were promised a visit for paint repairs, yet no one has shown up. It is incredibly disheartening that we have to resort to escalating our concerns just to see any progress.We demand immediate attention to these ongoing issues and a resolution that reflects the standards we expected when purchasing a new home.Sincerely,**** & ***** ******

  

  Business Response

  Date: 10/23/2024

  Dear Accredited Business Resolutions Specialist:
  
  Our Assistant Superintendent, Reon, contacted **** and ***** ****** via email with their full repair schedule.
  
  Our Construction Manager, ** **********, reached out to *** and Mrs. ****** by email to confirm they received the schedule of repairs, and a voicemail was left on both phone numbers we have on file. *** and Mrs. ****** confirmed the receipt of their repair schedule, and the repairs are currently in progress.
  
  The home was completed in June 2024. The bulk of the repairs are scheduled to be completed by October 31st. The painters are scheduled at a later date. All items that were identified as warrantable items will be repaired in accordance with the *** standards.
  
  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,
  ** **********
  Construction Manager, Tucson Division
  Richmond American Homes
  **************************************** ******, *** *****