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:10/12/2024
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.
Request Details: ************* (4 year old home) has two sever cracks in the foundation, doors will not shut, front door is skewed and is challenging to open, cracks within the interior all the way into the ceiling. *************************** has come out to assess the damage where the engineers conclusion was that there is only one **** holding up the entire home, only one pier to secure the foundation which was constructed on dirt that was not compounded properly, sump pump not large enough all inclusive for the size of the home...the home is continuing to move. Estimate through ******** is $68,000 and if this issue is not mitigated asap then the damage will become more severe or require a rebuild. Pictures from Engineer to follow
Business Response
Date: 10/14/2024
Dear Accredited Business Resolutions Specialist:
After receiving the complaint filed by Ms. ******** Richmond American reviewed the existing warranty coverages on Ms. ******** home and determined all remaining coverages are provided through the **************************** (property closed in 2021 and is in Year 4 of 10 Year Coverages).As such, Ms. ******* must file a claim through the ****************************.
On October 3rd, 2024, Richmond American advised Ms. ******* of the existing warranty coverages on her home, as well as the Residential Warranty Companys role in existing warranty coverages and claim determinations. Richmond American provided all applicable documentation, as well as contact information and instructions on the claim submission process for the ****************************.
Please let us know if you have any further questions.
Sincerely,
**** *****
Director of ********** *****************
Richmond American HomesCustomer Answer
Date: 10/14/2024
Complaint: 22414859
I am rejecting this response because:
Sincerely,
***** *******Customer Answer
Date: 10/24/2024
Please visit the *********************** only ******** page...there are more than 5 homes on our block alone that have faulty foundations. One hone split down the middle with a child upstairs, baby, which is now a lawsuit. ************** is cracked every two inches in the garage foundation visible cracks ack all the way through to the exterior of the home.
There are several homes on equinox circle with similar issues. This is an issue throughout our neighborhood. An employee stated that the foundation concrete company was fired due to pouring bad cement. This was not investigated nor mitigated with richmond homes furthermore they did not check out the homes involved or contact the owners to inform them, full disclosure of the issues at hand.
Their employees some not licensed professionals installing mechanisms or servicing warranty issues with no training nor expertise creating more damage to the homes.
One worker tried utilizing masking tape on a severe crack in a doorway that was deep all the way too the ceiling due to foundation movement and then mudded over it not even using joint compound nor the proper tools. That employee was asked to leave the residence not to return.
there lack of caring, empathy or compassion for people who purchased homes with their life savings, moving their family members in and all of their worldly belongings to find the home holds a severely decreased value due to aforementioned but still pay a premium tax Latin on a home not worth its value nor what we paid for it. This is deplorable behavior as all that they are concerned with is the bottom line. They hired their own inspectors clearly not executing their due diligence...like allowing a fox in the hen house.
Initial Complaint
Date:10/10/2024
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.
Company has failed over and over to fix all the outstanding construction issues with our new home.Business Response
Date: 10/21/2024
Dear Accredited Business Resolutions Specialist:
The roofing repairs have been completed; the roof truss repair is scheduled for 10/16/24 @10:00am.
We have also scheduled our siding company to verify the nailing pattern is within manufacturer standards.
Rear service door paint is being scheduled with our painters and we will attempt to repair floor squeaks but cannot guarantee.
As the warranty states, we will not be reimbursing the homeowner for work performed on the drainage or the front door which is considered cosmetic.
Please let us know if you have any questions.
Sincerely,
******* ******
Director,Home Care
Richmond American HomesCustomer Answer
Date: 10/31/2024
Complaint: 22408089
I am rejecting this response because:In the matter of complaint number ********* the business contact named person named ******* ****** has responded in an entirely inadequate and erroneous manner. Once again the company fails at every turn to accept responsibility and correct the sub-standard, sloppy construction which it is trying to pass of as acceptable.In her last communiqu received thru the BBB, ******* ******** response either fails to mention or misrepresents measures taken as acceptable.This is our responseA. The truss repair was not completed satisfactorily, failing to correct a large and PERSISTANT depression in the visible roof structure. A fact that was communicated to ***** ****** of RAH on October 20th with a request to contact the homeowner on October 24th., which was ignored. In my email to MS. ******* I clearly stated the work performed was incomplete and failed to correct the subsequent damage to the adjacent roof structure which occurred. as a result of the support truss having been completely broken. In discussion with the ******* as he completed his work, he stated that he had done all he could from the underside and that to continue to attempt to lift the final depressed area from underneath would have pulled the nails out of the structure. He stated that to correct the lasting damage would require removing a portion of the roof and rebuilding the support remaining warped and twisted trusses. He stated that he would contact Ms. ****** with that information. This remains an open issue to be pursued as necessary.B. Garage door has not been painted regardless of what "contacts" have been initiated by RAH. This being the case and given the lack of timely response to our notification to RAH in August 24' of this failure, we cannot agree that simply notifying the painter who failed to do the work correctly the first time and hoping that someday they will actually paint the door, is a sufficient RAH response. This remains an open issue to be pursued as necessary.C. RAH persists in hiding behind the faade that it was not aware of the standing water issue which compelled the installation of the drainage system. This remains an open issue to be pursued as necessary.D. No mention of the DELAMINATED front door was made by Ms. ******* nor has the company responded to our written request for the actual source material upon which it relies when it states that the delamination "does not interfere with the structural aspect of the door and thus is not a warrantee issue". This remains an open issue to be pursued as necessary.In short, WE DO NOT CONSIDER THE COMPLAINT CLOSED OR RESOLVED.Respectfully, ******* ***** and **** *****, HomeownersBusiness Response
Date: 11/14/2024
Dear Accredited Business Resolutions Specialist:
The roof repair is within warranty standards and has been completed, as a courtesy we have offered for the roofers to inspect the framers repair to verify.
The garage door is scheduled for painting 11/18/24 with and 8-11 arrival time.
The drainage issue was within warranty standards and was outside of the 10 from the foundation of the home. The homeowner asked the *** for permission to install additional drainage however was not brought to RAHs attention through the warranty ****** we will be adding gravel to the garage side of the foundation to help with any standing water on the side of the home.
The front door is cosmetic and is not covered by the *** warranty nor was it called out at the time of final sign-off.
Please let us know if you have any questions.Initial Complaint
Date:10/05/2024
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.
Richmond American Homes here in ******** we believe deliberately covered up water damage prior to us purchasing the game. With such water damage, we have uncovered mold in the home. We have sent a claim and all requested information to Richmond to come inspect but sense then (30 days) they have chosen to ignore our claim or to communicate.Business Response
Date: 10/16/2024
We are in
receipt of your email dated 10/5/24 containing the complaint of Richmond
customer, Michael Lassen, Complaint ID # 22385473. Michael Lassen and
Leslie Parker purchased a home that had been used as a model home by Richmond
in its Sterling Ranch subdivision. When Richmond sells homes that have
been used as models in a subdivision, the Purchase Agreement includes a Model
Home Addendum, executed by the Buyers, providing that home is being sold “AS
IS.”
Richmond
received Mr. Lassen’s initial complaint on September 6, but it did not include
all of the information referenced in the items submitted. Richmond
responded on September 10 requesting the additional information and received
the same on September 12. Following review of all of the information,
Richmond has responded to Mr. Lassen on October 5, reminding him that the home
was sold in its “AS IS” condition and making a good faith offer of
resolution. Ms. Parker has sent an email indicating they will accept
Richmond’s offer.
Richmond
takes all customer concerns seriously and is committed to addressing them
thoroughly and in a good faith. If you have further questions, please let
us know.Customer Answer
Date: 10/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22385473, and find that this resolution is satisfactory to me.
Sincerely,
Michael LassenInitial Complaint
Date:09/30/2024
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.
On 3/5/24 I requested a warranty claim for Richmond American (RA) homes for soft grout in 4 of my living areas. ** had to previously replace a large amount of time in the my home for the same issue. At the time of that replacement these 4 areas were not having soft grout issues.****** ****** of RA contacted me at that time. After several exchanges (22) via email she turned me over to her manager on 6/24/24 (******* *******). Communication with ******* has been challenging at best. I have tried phone, text and emails with *******. He is always telling me he will get back to me and I do not hear from him. My last email was on 9/8/24 with no response as of today. I had asked ******* to review my account as the tile company was stating that they had paid me out on all tile to be replaced in my home. At the time of the previous tile issue I had two RA employees ***** and her manager **** ***** at my house to do a walk through of what was to be replaced. I was told by both of them that they would note in my account that their were still 4 areas that were not be covered by the current tile replacement buy out. If RA looks at the total square footage of my tile replacement compared to what I purchased from them at the time of my home purchase they will see that difference of these 4 areas. I would like someone to contact me to get this issue resolved.Thank you *****Business Response
Date: 10/11/2024
Dear
Accredited Business Resolutions Specialist:
Richmond
American Homes has been in contact with Mr. Britt Chandler, and I will be
meeting Mr. Chandler at his home on 10-25-2024 at 10 a.m. to inspect their
grout and tile flooring that is in question at this time with our customer.
Please
let us know if you have any questions.
Sincerely,
Steven
Kyle
Director
Home Care
Richmond
American HomesInitial Complaint
Date:09/29/2024
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 have lived in this community (******* Crossing) for the past 3 years and the street lights are up but on on! Enclosed is the email from **** ********...Hi *******,After speaking with our site contractor, it is my understanding the lighting contractor will be doing repairs next week. Then followed by installing the electric wire for lights to power up hopefully the week **********,**** ********* **************** Manager, ******* Cell: ************ *********************** From: ******* *******-**** <**************************************>Sent: Thursday, July 25, 2024 2:55 PM To: *********, **** <***********************>Subject: RE: Stret lights @ *************** Thank you! Yahoo Mail: , On Thu, Jul 25, 2024 at 2: 13 PM, *********, **** <****. *********@ mdch. com> wrote: Hi *******, Thank you for the email. I have reached out to our contractor for the latest update. I do apologize BannerStart Jul 25, 2024 at 2:13 PM, *********, **** <***********************> wrote:Hi *******,Thank you for the email. I have reached out to our contractor for the latest update. I do apologize for the delay but will let you know as soon as I hear *********,**** ********* **************** Manager, ******* Cell: ************ *********************** Richmond American Logo From: ******* *******-**** <**************************************>Sent: Wednesday, July 24, 2024 8:27 PM To: *********, **** <***********************>Subject: Stret lights @ *************** Hello, I reside @ ************************ and would like to know when the street lights come in? Thanks ******* *******-**** ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Hello, I reside @ ************************ and would like to know when the street lights come in? Thanks ******* *******-****Business Response
Date: 10/04/2024
10/2/2024
******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
****************************************************************************************
RE:BBB Case # ********
Dear Accredited Business Resolutions Specialist:
We are sorry to hear about the lights. Per the site contractor, on September *******, they are committed to addressing the conduit repair this week and will ensure that the electrical contractor follows through to complete their work as quickly as possible. They also promised to update us on progress later this week and provide a timeline for when the lights will be turned on.
We sincerely apologize for any frustration and inconvenience our customer may have experienced. Please let us know if you have any questions.
Sincerely,
**** *******
Sr.Departmental Coordinator, Mid-Atlantic
Richmond American HomesCustomer Answer
Date: 10/08/2024
Complaint # ********
Ms. ******* *.,
As this previous email the time line was August. They are still not on in October.
This is unacceptable! What now?
******* *******-****Business Response
Date: 10/28/2024
Dear Accredited Business Resolutions Specialist:
Thank you for your patience. We would like to inform you that all underground repairs have been completed. Currently, we are waiting on Potomac ****** to energize the lines so the lights can be activated. As of now, we are awaiting a confirmed date from them.
We will follow up as soon as we have a definitive timeline. Please feel free to reach out if you have any further questions in the meantime.
***** ********
VP of Operations, MDA
Richmond American HomesInitial Complaint
Date:09/27/2024
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.
The builder Richmond American asked us to file through their website any issues and repairs within the warranty timeline of 1 year after taking possession of the new home in July 2022. Accordingly we logged all the issues. A few were addressed before July 2023 but not all the issues. So we repeatedly called, emailed and texted asking for an update and until a few months ago they kept saying the issues will be addressed but after July of this year there has been no response to our repeated emails, phone calls and text messages. So my wife emailed and let them know that we are logging a complaint with BBB but still no response. Appreciate your help with this. Thank you.Business Response
Date: 10/04/2024
10/4/2024
Denver/Boulder
Better Business Bureau
Attention:
Christopher Serrano
3801
E. Florida Avenue #350
Denver,
CO 80210
RE:
BBB Case # 22351806
To
Whom It May Concern:
We
have recently been in contact with our homeowners, Bhuna and Kenneth Tran, and have gone over the concerns noted. We are working with
them to schedule all warrantable items as outlined in the agreed-upon RWC
warranty program and will continue to follow up on the progress.
We
apologize for any frustration our customer may have experienced and will
continue to work towards addressing any future requests.
Please
let us know if you have any questions.
Sincerely,
Richmond
American HomesInitial Complaint
Date:09/25/2024
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.
Incident occurred on 9/23/2024 My mother's vehicle was parked outside in the community parking lot. The builder RICHMOND AMERICAN HOMES failed to inform homeowners that construction was occurring directly near parked vehicles. Their contracted construction crew damaged my mother's vehicle. Attached is the email thread that I sent to the builder and ***. To highlight, the *** is at no fault as they were not aware of the Constuction taking place. The builder ******* ******* (email: ************************* told me my only option is to file an auto insurance claim. My mother's insurance deductible is $1,000.00. The builder is at fault and should be responsible for paying her deductible as it was NOT our fault, they hired incompetent workers.Business Response
Date: 10/04/2024
10/3/2024
******/******* Better Business Bureau
Attention: Accredited Business Resolutions Specialist
******************************************************************************************
RE: BBB Case # ********
Dear Accredited Business Resolutions Specialist:
Mrs. ******* let us know of an incident that happened with her mothers vehicle. I contacted ****** ******* by email on September 24, 2024. Our team has spoken to Mrs. ******* on several occasions since then and provided her with all the information that is needed to file an insurance claim. At this time, we have received a claim from State Farm for ****** ****** and we will work with them to answer any questions they might have.
We apologize for any frustration our customer may have experienced and we are working to resolve their concerns.
Please let us know if you have any questions.
Sincerely,
******* *******
Senior ********* Manager, ****************************
Richmond American HomesCustomer Answer
Date: 10/08/2024
Complaint: 22340175
I am rejecting this response because:I am requesting Randalls supervisors contact and he is not transparent. I dont appreciate the way he spoke to me on the phone and dont feel like a valued customer. ******* refuses to also provide me with the current Superintendents information so I can follow up regarding community projects.
Sincerely,
****** *******Business Response
Date: 10/28/2024
Mrs. ******* has been given a response in writing per our legal department regarding the incident described. Her feedback and correspondence have been conveyed to and reviewed by division and corporate management. We do not feel it is appropriate to provide an additional point of contact at this time.
The community in question is at build out and we do not currently have full time staff onsite, so questions on community projects are best directed to the ***********************Customer Answer
Date: 10/28/2024
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:09/19/2024
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.
Signed a contract and gave a deposit on a new house in May and was told the house would be complete in October it's not even being worked on I want to cancel and get my deposit back but they refused and said my deposit is non refundable it's $18,650 DollarsBusiness Response
Date: 09/26/2024
Dear Accredited Business Resolutions Specialist:
On August 2nd, 2024, Mr. ********* purchased a home at Entrada Del Oro in ***********, **; the sale was contingent on selling his current home, the customer did not list his home. Also, he signed an amendment to purchase contract stating his ******* money is non-refundable,which is attached.
Please let us know if you have any questions.
Sincerely,
**** ********
Vice President of Sales, *******
Richmond American HomesCustomer Answer
Date: 09/30/2024
Complaint: 22311199
I am rejecting this response because:
Sincerely,
**** *********Customer Answer
Date: 10/08/2024
********************************************** homes is saying I didn't put my house up for sale. But I was told I didn't have to put my house on the market until drywall was completed according to contract. They refuse to tell me when that is. But demand me to sell my house and have no where to live.Business Response
Date: 10/22/2024
Dear Accredited Business Resolutions Specialist:
On August 2nd, 2024, Mr. ********* purchased a home at Entrada Del Oro in ***********, **; the sale was contingent on selling his current home, the customer did not list his home. Also, he signed an amendment to purchase contract stating his ******* money is non-refundable,which is attached.
Please let us know if you have any questions.
Sincerely,
**** ********
Vice President of Sales, *******
Richmond American HomesCustomer Answer
Date: 10/22/2024
Complaint: 22311199
I am rejecting this response because:
Sincerely,
**** *********Customer Answer
Date: 11/05/2024
Complaint # ******** Richmond American homes is saying that i broke contract
By not selling my home but according to the contract i would be notified when drywall
was completed to put my home for sale. It is in the attachments Thank you .
Please let me know if have any questions **** ********* ************Business Response
Date: 11/15/2024
Dear Accredited Business Resolutions Specialist:
I contacted Mr. ********* directly on Tuesday, November 12th, and his Realtor on Wednesday, November 13 th. The purpose of the phone calls was to understand the situation from the customers perspective. The bottom line is, that he would like his ******* money back because he doesnt want the house anymore.
When the customer entered a contract with **********************; a condition of the contract was that he would list his current home when the drywall stage begins and that we would let him know when the drywall had begun. His home has not been listed.
He claims that we did not contact him to let him know that Drywall had begun.
On October 5th, **** ***** (Sales Associate) sent Mr. ********* a picture of the home, indicating the drywall had begun. The lot number on the text thread shows Lot 93 because Mr. ********* originally purchased Lot 93 and transferred it to Lot 84. The sales associate did not change the subject line of the text thread, please see the picture of the home with drywall in front of it, with lot number 84 spray painted on the right side of the garage.
The pictures of the text messages are attached.
Sincerely,
**** ********
Vice President of Sales - *******
Richmond American HomesCustomer Answer
Date: 12/09/2024
I never received any emails or contact from Richmond American Homes. All I got from them was a termination agreement for me to sign loose my money. Everything they have told you is a lie. They wanted me sell my house and never gave me any time when the house was going to be completed. I was told it could be 2 years where was I supposed to live. They are liars.Initial Complaint
Date:09/16/2024
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.
Since my August 8, 2022 Orientation Tour Checklist Walkthrough and August 29 2022 Closing, with Richmond American Homes they have not completed the repairs. Even since then, issues that have come up. Despite multiple follow-ups via phone calls, emails, text messages to ***** *** and ****** ******-******* Warranty specialist the company has failed to complete the necessary work. As of today, September 16, 2024, the a lot of the issues listed in the checklist and both one year home inspection reports (July 25 and 27, 2023) remain unresolved. The specific items that require attention include, but are not limited to: Replacement/installation of front doors and frame, (4) Windows repairs/replacement, Cabinetry replacement/repair, Shower replacement/repair and the repair of the damages caused by leaking. A copy of the Home Change Order. Discount Glass has been to my home over six times, two no call no shows and three times after that four hour window. December 18 and 19. 2023 for all of the contractors who come out and do the repairs. Prior to this, I requested that ****** find another contractor to fix my shower. The company, whom was supposed to fix the windows did not show. The guy who was supposed to fix the cabinet brought the wrong color cabinet. And instead decided to try and do a quick fix, which put another gap in between both of the cabinet doors. During this time, I have been deployed twice and had to call family in to wait on companies that sometimes did not show up or complete the job. I have over 200 photos/screenshots of messages that I have sent to the warranty specialist; been more than patient and cooperative. Richmond American has consistently failed to fulfill their contractual obligations. The lack of response and action from the company is unacceptable and unprofessional. I request that Richmond American Homes be compelled to complete the unfinished items on my checklist immediately and to provide a timeline for the completion of these tasks.Business Response
Date: 09/23/2024
We contacted Mrs. **** directly on 9-16-2024. Our area Home Manager, ****** ******** reached out to her by email. The home was completed on 8-29-2022.
After meeting with Mrs. ***** we would like to be allowed to correct the outstanding items. Given that Mrs. **** allows reasonable weekday access to her home to the trades during normal business hours which is stated in our warranty handbook.
The first item Mrs. **** wishes to be corrected is her kitchen cabinet Richmond might need to have an evaluation done and after that has taken place at that point the material may need to be ordered once received then we would be able to schedule to have it corrected.
The second item Mrs. **** wishes to be corrected is her windows. Two windows are somewhat inoperable, and she is still missing a screen for another window.There are a few that can be lubricated to operate better. Similar scenario once they have been evaluated material may need to be ordered and at that point, we would schedule.
The third item is her master shower once it has been evaluated material may need to be ordered and at that time we will schedule.
The last item is her front door, once it has been evaluated at that point if materials are necessary then we will schedule at that point.
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,
****** ********
Warranty Manager, Jacksonville Division
Richmond American HomesInitial Complaint
Date:09/13/2024
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 bought a home in ****** by Richmond in 2022. We are currently selling the home and during the inspection they found several floor joists damaged. It is very evident that these joists were installed at the time of the build as we can see paint splatter in there damage areas. We are now stuck trying to file structure warranty through the 3rd party warranty service Richmond provides (***) and are being told this process can take months to a year to resolve. Richmond has said they cannot do anything since Im now under the *** warranty they provided. Meanwhile we are now stuck in an unsellable home because Richmond clearly did poor work on building the house and wont help in the slightest.Business Response
Date: 09/16/2024
We contacted Brenden directly on 09/16/2024. Our area Director of ********** *************** reached out to him by phone. We have agreed to repair the damaged TJIs.
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 Of ********** South Division
Richmond American HomesCustomer Answer
Date: 09/16/2024
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,
*************************
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