Complaints

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

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  Richmond American Homes

  4350 S Monaco St Denver, CO 80237-3400

  
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  Richmond American Homes

  104 W Grand Ave Escondido, CA 92025

• 

  Richmond American

  17310 Redhill Ave Irvine, CA 92614

• 

  Richmond American

  5171 California Avenue, Suite 120 Irvine, CA 92617

• 

  Richmond American Homes of Arizona, Inc.

  3333 E. Camelback Road #240 Phoenix, AZ 85018

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

• Initial Complaint

  Date:09/12/2024

  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.

  I have been trying to get Warranty issues resolved for almost 2 years. I have well over 100 emails back and forth of constantly trying to get ahold of the ******************* who will go months without responding to my emails. I have wanted to speak to leadership and have gotten no response. No one returned my phone call and at one point was told they would no longer communicate through the phone. Richmond has known about these issues and has continued to drag these things out. I have attached my emails showing the attempts to contact the warranty department.

  

  Business Response

  Date: 09/16/2024

  Dear Accredited Business Resolutions Specialist:
  
  I visited the home at *********************** on Friday 09/13/2024. The flooring contractor was on site at the time removing *** that is being replaced directly through the Manufacturer warranty.
  
  I confirmed, today, with the homeowner and Installer that the *** has been installed so the plumbing can go back in on Wednesday.  While on site I looked at the cabinet issue and determined the cabinets in question cannot be repaired to the homeowners satisfaction.I therefore have requested the three cabinets to be replaced.
  
  The order will take a few weeks to come in then we will schedule the service for the replacements of these 3 cabinets and some round along the extended kitchen area. I believe this will resolve all the remaining items.
  
  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 Supervisor, *******
  Richmond American Homes

• Initial Complaint

  Date:09/12/2024

  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.

  I am writing to seek your assistance regarding multiple flooding incidents in my home purchased from Richmond American Homes at ********************, ***** ***************************************************************************. I moved in February 2016, and since then, I have experienced several floods.First Flood (April 2016): While on vacation in ******** from April 12th to May 1st, my house flooded. Upon returning, I found a letter from the ********************** explaining they were called for a safety check as my garage door had been open for weeks with water running out. They broke in and found massive flooding. I also received a voice message from Mr. *** *****, the Richmond American ********* Specialist, informing me that he had shut off the water. The builder demolished parts of the ceiling and walls but found nothing wrong, suggesting a weak washer machine hose as the cause. I overheard them discussing that the basin for the washing machine lacked a drain hole, but this was not communicated to me directly.Second Flood (July 15, 2022): I hired a plumber and painter for repairs. The plumber identified a clogged pipe as the cause. Documentation is available upon request.Third Flood (June 12, 2023): I hired Rooter Guard and used my house insurance for restoration. I paid $17,000 to move the laundry to the garage and for diagnostic work. However, I did not move the laundry due to my Degenerative Disk Disease (DDD) and understanding that the pipe had been changed. Documentation is available upon request.Fourth Flood (August 22, 2024): My house flooded again. Service Master Restore is currently mitigating the damage. I finally moved the laundry to the garage and paid $3,000 to Rooter Guard for a second inspection, which confirmed the basin lacked a drain hole, potentially causing the flood.I appreciate your prompt response.

  

  Business Response

  Date: 09/16/2024

  Dear Accredited Business Resolutions Specialist:
  Thank you for bringing this matter to our attention. We acknowledge the complaint filed by ***********************. However, please be advised that this matter is currently involved in active litigation, and due to the ongoing legal process, we are unable to provide any specific comments or details regarding the claim at this time.
  
  Sincerely,
  Richmond American Homes

  Customer 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,
  
  *************************

• Initial Complaint

  Date:09/10/2024

  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.

  Close of Escrow my property was 12/21/21. The builder has failed to complete all of its 90 day and year end repairs. ******* continues to drag out fixes and is not fixing the property properly. This December will be 3 years since I have been in home and builder continues to switch its representatives which also drags out all repairs. Builder still needs to replace fascia, complete grout test since builder advised it was soft and did not believe it was done properly, damaged restroom cabinet, grout repair, drywall repair, paint repair, sliding glass door handle is not locking properly and kitchen counter top seem needs repair.

  

  Business Response

  Date: 09/16/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Mr. ****** ******* and set up a date to walk through warranty items that were in question. We met on-site with Mr. ******* and discussed that we would be addressing these remaining warranty items. We shared with Mr. ******* a schedule for the trades to come out that would fit our customers busy schedule and our trade partners for 9-23-2024 through 10-1-2024. We truly appreciate our customers time and Mr. ******* can contact me by phone or e-mail anytime.
  
  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

• Initial Complaint

  Date:09/08/2024

  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.

  Unacceptable sod installation. Purchased home in OCT2022, and it has been impossible to keep the sod alive. I have noted multiple neighbors with the same issues. I decided to pull up the sod to determine why this was happening despite watering, fertilizing, etcunsurprisingly the sod was laid on top of **** subsoil and gravel (shovels full of gravel) with no top soil provided. This is baffling, and something I would expect from an economy grade builder in the area, but Richmond American should be a step above. I would like this remedied if possible by providing proper top soil cover and then new sod added.

  

  Business Response

  Date: 09/25/2024

  We would like to thank our homeowner for bringing their concern to our attention.After reviewing the details, we want to acknowledge that this home closed on October 28, 2022. As per our warranty guidelines, landscaping, including the lawn, is not warrantable after the close of escrow. Additionally, our records show no indication of any issues with the lawn at the time of closing or post-closing.
  
  We did have a representative drive by, and the grass is green. There is an area on each side of the driveway where the grass appears to have been intentionally removed but the lawn looks nice. We are willing to provide photographs if desired.
  
  Per the warranty guidelines, we regret that we cannot address the lawn as requested and appreciate your understanding. We are happy to provide a copy of the warranty if the homeowner has misplaced theirs.
  
  Please let us know if you have any additional questions.
  
  Sincerely,
  **** *******
  Sr.Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22257519
  
  I am rejecting this response because:
  Feel free to close this out to acknowledge you all are ok with providing poor quality lawns in an effort to quickly move on to the next neighborhood. As I stated in my initial message, I removed the dead sod areas to determine the root cause, which was inability for the grass to take root because it was on **** sand gravel. I watched one of the final homes get sod today and witnessed first hand the sod being laid on nothing but **** and rock. When you drove around the neighborhood Im sure you failed to notice the other dead lawns in recently closed homes for the same reason.

  I will never consider an RAH again when I buy my next home because of this and  other deficiencies I have had to correct on my own. I look forward to your sales and construction teams moving on to the next project out of our neighborhood. Surely if ****** was still around he would take enough pride in his craft to make it right.

  Good to see **** was finally let go, maybe the newer buyers stand a chance with warranty claims.

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

• Initial Complaint

  Date:09/07/2024

  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.

  Worst build quality I've ever seen. In two years of ownership it's been nothing but problems. The latest issue involves a costly garage door repair due to Richmond using the cheapest possible set up and a spring breaking after less than two years. But beyond that it's just everything. The closets are bowed out due to bad framing so doors aren't flush with walls. The ********** filter doors regularly fall because it was installed bent. A damper has been broken since move in that they sent workers out for multiple times but was never fixed. In our first year of ownership when you can contact them about repairs they went through FOUR different superintendents, each requiring an entire walk-through detailing things we already told them over and over again. We had an independent home inspection done that we had to send them multiple times as well. Within their year they repaired maybe a quarter of it and we bit the bullet and repaired the smaller stuff ourselves. Now after a year we are dealing with new issues which won't be covered but are clearly related to build quality and old issues that they never repaired but we just didn't have the energy to keep calling daily about. Everything is poorly built using the cheapest material and the service after consists of being ignored entirely or told someone will come who never shows up. It even took 6 months just to get a sink repaired that took the contractor less than 10 minutes to repair. 6 months of waiting for a 10 minute job and they can't even be bothered to do that half the time.

  Customer Answer

  Date: 09/10/2024

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

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

  

  Business Response

  Date: 09/18/2024

  Dear Accredited Business Resolutions Specialist:
  
  After receiving a Better Business Complaint and inquiry from Mr. ******* ******** stating he had a broken overhead garage door spring, an HVAC damper in the attic that is not functional and a kitchen sink that had a prior leak, I contacted Mr. ******** with a phone call and left voicemails on 9-11-2024,9-12-2024, 9-13-2024 and an e-mail 9-13-2024, 9-16-2024.
  
  On 9-17-2024, I received an e-mail from Mr. ******** with an apology that he works nights and had not been able to get back to me as he was very busy which I understand. Mr. ******** stated he was specifically asking what kind of reimbursement he could get on his garage door spring, and again brought up the damper and sink. I responded that I would like to set up a date that was convenient for him so I could see these items and discuss them which is industry standard practice with our customers. Again I did not get a response back from an e-mail or phone call yet.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns if Mr. ******** would like to communicate back with me.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ****
  Director Home Care
  Richmond American Homes

  Customer Answer

  Date: 09/30/2024

  Thank you for the response. My mistake, I figured after speaking with the business they would send you an update. 
  
  As for their response I reject it. They have refused to provide any reimbursement or resolution to the broken spring. We had it fixed by a 3rd party since it is a requirement to move vehicles in and out. They advised we should have contacted them first despite it being THEIR misinformation which led to us not calling them in the first place. They have been through multiple superintendants that stated we only had one year to report problems and then Mr. ***** advised that we should have contacted them anyway. It directly contradicts previous communications.
  
  In regards to the sink Mr. ***** requested a copy of the email receipt that this was reported in the past. My email retention doesn't hold emails for over a year. Considering these complaints are sent directly through their website they should be capable of finding old reports based on address or name but are either unable or unwilling to do so. 
  
  The damper is something they said they would have a company address but I have yet to actually hear back from them on it. 
  
  Thank you for your time,
  ******* ********

  

  Business Response

  Date: 10/16/2024

  Dear Accredited Business Resolutions Specialist:
  
  Richmond American Homes has been in contact with Mr. ******** on his warranty claims and as of 10-3-2024 the **** damper issue has been addressed and completed. *** has also schedule out our plumbing trade to replace the kitchen faucet and that is now on schedule for 10-24-2024 between 8 to 12 a.m. to be completed. As for the overhead garage door spring, Mr. ******** closed on his home 2-3-2022 and chose to contact a third-party company to come out and repair the spring in 2024 without submitting a service request to our home care warranty department which he has done multiple times during his warranty. At this time, we have no knowledge of what happened to cause this issue and were not given the opportunity to be involved or to investigate this issue after two plus years in the home.
  
  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

• Initial Complaint

  Date:09/05/2024

  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 Richmond American Homes house on January 29, 2024. Our 30 day follow-up was supposed to be on February 29, 2024. We submitted an email with the items that needed attention for either repair, replacement, or adjustment. We received a few basic services such as, paint touch-up, removed a few stains from the balcony sliding door, floor, and kitchen island, and repaired a piece of the bathroom base board. However, the bigger repairs (listed on the emails) have not being addressed by Richmond American Homes. We have exhausted our attempts to get a Richmond American Homes representative to honor their 30 days, 3-Months, and 6-Months follow-up repair commitment to the house. We have sent emails and made phone calls to Richmond American Homes representatives in charge of this task, but have gotten minimum to no response. At this point of the home buyer experience we find ourselves in need of help! There have been minimal services provided and we are extremely concerned because soon we will be at our 12 months follow-up. Moreover, our 3 and 6 months repair requests (bigger issues) have not been addressed by Richmond American Homes. NOTE: All of the open items are listed in the email traffic we have sent to the Richmond American Homes representatives. Kindly request the help and assistance of the Better Business Bureau. We are desperately trying to get our voices heard because Richmond American is not listening to us. This is unacceptable and very unprofessional behavior, and as a current active duty military member I will not allow Richmond American Homes to ignore my requests.Thank you,****** *******

  

  Business Response

  Date: 09/11/2024

  Dear Accredited Business Resolutions Specialist:
  
  We would like to clarify some misunderstandings regarding the service timeline for this home, which closed on January 29, 2024. Our standard warranty coverage includes a 30-day service, a 5-month check-in (via call or email), and a 10-month service. There is no 3-month or 6-month service as mentioned by the homeowner. According to our records, 24 work orders and purchase orders have been issued for this home. The 30-day service was completed, and the 5-month email was sent to the homeowner on June 13, 2024. We do not have any record of online warranty service requests submitted by the homeowner, which is the required process per our protocol.
  
  On September 7, 2024, following this BBB complaint, our ********* Specialist (***) reached out to the homeowner via email. In that communication, the *** provided an overview of the correct service touchpoints and attached relevant documentation. The next scheduled service is the 10-month warranty, which is set for November, at which time we will address all warrantable concerns, including the one-time drywall and paint service. The *** also extended an offer to visit the home for an inspection on Tuesday, September 17, 2024, at 8:30 a.m. to assess the concerns mentioned in the complaint.
  
  The homeowner responded, expressing concern over the tone of the email and requested to communicate with another representative. The *** responded by clarifying that no tone was intended, and his goal was to provide clear information and offer assistance. He reiterated his willingness to schedule the proposed appointment or find an alternative date to accommodate the homeowners needs. As of September 11, 2024, we have not received a response from the homeowner.
  
  We kindly ask the homeowner to confirm if they would like to proceed with the proposed inspection or prefer to wait. Should they choose to wait, please note that the 10-month service may be delayed.
  
  We sincerely apologize for any frustration or inconvenience this may have caused. We are fully committed to addressing all the homeowners concerns, either during the proposed visit or at the scheduled 10-month service.
  
  If you require further information, including email communications, please do not hesitate to contact us.
  
  Sincerely,
  **** *******
  Sr.********* Coordinator, Mid-Atlantic
  Richmond American Homes

  Customer Answer

  Date: 09/12/2024

  Complaint: 22247537
  

  I am rejecting this response because:

  The response from Ms. ******* is inaccurate and left out relevant information applicable to my complaint.  Let me apologize for being a bit off with the service timeline dates; however, the reason and bottom line for my complaint is as follows: "my 30-day service was never completed."  I am very disappointed that Ms. ******* stated in her message on 11 September 2024 to the BBB the following: "The 30-day service was completed."  Let me be clear, the 30-day service has not been completed.  My initial 30-day service was emailed to Mr. **** ***** on 04 March 2024.  Here is a copy of the email:

  "On Monday, March 4, 2024, 12:31 AM, Loco Soccer <***************************> wrote:
  Hi Mr. ************** is a list of the house items that will require service:
  -          Floor:
  o   LVP cracked by the front entrance foyer.
  o   Bump by refrigerator.
  o   Stain drops by the stairs.
  -          Stairs:
  o   The steps need to be coated with the clear paint gloss.  Due to not having the clear paint protection the paint has faded and steps are scratched.
  -          Heater:
  o   Basement is always cold.  Additionally, on the second floor the heat is not being distributed evenly.  Also, in the master bedroom the air comes out cool instead of warm, and then eventually warms up very slowly.  Finally, on the second floor, bedroom #1 does not warm up as evenly as the rest of the upstairs rooms.
  -          The pendant pre-wire lights are not spaced out evenly.
  -          The kitchen island has sticky glue by the dishwasher.
  -          Red stain on the baseboard of the first floor sliding door.
  -          First floor sliding door doesn't close right.  The door hits the frame. 
  -          Touch up paint throughout the house.  These areas did not get done when we identified them during the second walk-through.
  -          Basement entrance first step down to the left baseboard caulking is cracking.
  -          Pressure-wash the driveway.  There are evident heavy machinery tire marks all over the driveway and sidewalk.
  -          Roof shingles are out of place.  Out of place shingle located in front of the house.  
  My wife and I are available starting Wednesday (06 March 2024) for you and your team to come to the house for a walk-through."

  To help Richmond American Homes, I will point out the following items that were completed:
  
  - Basement is always cold.  This was completed due to me contacting the ************ directly.  
  - The kitchen island has sticky glue by the dishwasher
  - Red stain on the baseboard of the first floor sliding door.
  - First floor sliding door doesn't close right.  The door hits the frame.
  - Touch up paint throughout the house
  - Basement entrance first step down to the left baseboard caulking is cracking

  To further help Richmond American Homes understand my complaint, here is a list of the items have not being completed:
  -    Floor:
  o   LVP cracked by the front entrance foyer.
  o   Bump by refrigerator.
  o   Stain drops by the stairs.
  - Stairs:
  o   The steps need to be coated with the clear paint gloss.  Due to not having the clear paint protection the paint has faded and steps are scratched.
  -  The pendant pre-wire lights are not spaced out evenly
  -  Pressure-wash the driveway.  There are evident heavy machinery tire marks all over the driveway and sidewalk
  -  Roof shingles are out of place.  Out of place shingle located in front of the house.  

  I really hope my breakout of completed and not-completed items help Richmond American Homes understand my complaint in its entirely.  I will reiterate the following: "my 30-day service has not been completed."  Therefore, Ms. ******* is incorrect with her statement and response back to me and BBB.  Additionally, the reason why some of the items were competed was only because I reached out to the vendors.  Richmond American Homes has been absent throughout the entire process.

  Ms. ******* stated the following: "We do not have any record of online warranty service requests submitted by the homeowner, which is the required process per our protocol."  I may not have online service requests, but I do have plenty of documentation of service requests I submitted due to Richmond American Homes' failure to follow-up with their own process.  In many of the email replies from Richmond American Homes they constantly stated that they have insufficient personnel and manpower to follow-up with service requests.  Why should their personnel and manpower issues affect my rights for my 30-day service? Is their insufficient personnel and manpower any of my concerns?  Additionally, Ms. ******* stated the following: "According to our records, 24 work orders and purchase orders have been issued for this home."  Please point out and clarify how many of the "24 work orders and purchase orders were initiated by Richmond American Homes to take care of the items listed on the 30-day service calls?  I would like for Richmond American Homes to clarify if the "24 work orders and purchase orders" they are claiming were to address and fix the open items on my 30-day service call list.  Or do the "24 work orders and purchase orders" also include the multiple service calls that I had to make on my own to address other issues that have happened after the 30 day window to address poor workmanship, malfunctioning kitchen appliances, and malfunctioning HVAC unit (electric/gas/heater) that went into my house?    

  Moreover, I would like to address the following statement from Ms. ******** "The homeowner responded, expressing concern over the tone of the email and requested to communicate with another representative. The *** responded by clarifying that no tone was intended, and his goal was to provide clear information and offer assistance. He reiterated his willingness to schedule the proposed appointment or find an alternative date to accommodate the homeowners needs. As of September 11, 2024, we have not received a response from the homeowner."  Here is my response: Prior to my complaint submission to BBB, I made several attempts to communicate with Mr. **** *****, Mr. *** ******** and Ms. ************** Unfortunately, Mr. *** ******* never responded to my phone calls, voice messages, and emails.  Again, I have plenty of documentation and phone records of my multiple attempts.  Additionally, the first time I received communication from Ms. ******* was on 20 May 2024 because I called the emergency answering service in desperation for assistance from Richmond American Homes.  Ms. ******** sent me an email with the following: "Hello ******, I was notified of your call by our emergency answering service. You did not provide an email address but I hope this email finds you. Your Home Care Specialist, **** *****, did unexpectedly go out on ***. We do not have anyone to oversee his communities full-time yet but we are working on it. A ticket has been opened and once we have someone, this ticket will be assigned to them. Should you have any urgent issues please submit an online request at *************************************************************************************************************."  I proceeded to replied back to Ms. ******* with the following: **** ********
  Thank you for opening a ticket of my request.  Would I be notified once someone is assigned to my ticket?  I was under the impression that Mr. *** ******* replaced Mr. **** ******* communities."  Unfortunately, I never heard back from Ms. ************** Again, prior to my complaint submission to BBB, Mr. ******* did not returned any of my emails, phone calls, and voice messages. 

  Now, to address, Mr. ********* tone on his email I will provide my email and his response:
  I emailed Mr. ******* the following:
  "Mr. ******** I do not want to get in the legality of my complaint.  However, your email does not address the main reason for my complaint, which is, the open repair items from my initial submission that have yet to be resolved.  Also, to be clear, are you stating I will have to continue to wait until November for my unresolved open items from my initial submission that were never completed by Richmond American Homes?  Or are you saying you have availability in September?  Please clarify. 
  Bottom line: There are open items from my initial submission that were never properly addressed and fixed.  I need these repairs to be completed by Richmond American Homes as soon as possible. 
  Please let me know how you would like to proceed to fix the open items that are still pending repairs.  I hope you understand that waiting until November is unacceptable.  
  Respectfully,
  ****** *******"

  Here is Mr. ********* email response back to me:
  "Sir,
  In my email I very clearly suggested a meeting on Tuesday the 17th at 8:30 to go over any issues previously submitted that may not have been completed and I ask if this proposed meeting might work with your schedule. I also attached a copy of your warranty to better clarify what is warranted and covered as just because you ask or mentioned something to **** or any representative within the company does not make it an issue that we are liable to  address . Is there something you do not understand?
  Still Awaiting your response"

  What I find unprofessional and discriminating is his tone in his remarks towards me.  For example, I kindly requested clarification on the dates he provided.  He did not clearly suggested November 17.  Even on his follow-on response back to me he still did not clearly stated which month he was referring to.  Also, when he states the following: "just because you ask or mentioned something to **** or any representative within the company does not make it an issue that we are liable to  address."  I find this statement very disrespectful and condescending as I was made to feel that some how I was bothering him and Richmond American Homes.  Additionally, Mr. ********* final comment is as follows: "Is there something you do not understand?"  Again, I find his statement very disrespectful and discriminatory!  Does he think that I do not understand English? or that somehow that I do not know how to read English because my last name is ******* ******, a Hispanic last name?  As of 11 September 2024, I have not received a response of my request to speak and work with someone else besides Mr. ************** Am I not being taken serious by Richmond American Homes because I'm Hispanic?  I am very offended by Richmond American Homes.

  I would like to conclude my response with re-emphasizing the following: "I do not accept the response made by the business (Richmond American Homes) to resolve my complaint."

  Sincerely,
  ****** ******* Rivera 

  

  Business Response

  Date: 09/25/2024

  In response to the additional information provided by the homeowner, we would like to sincerely apologize for any misconceptions. I assure you there were no intentions to be disrespectful, discriminatory or condescending in any way.
  
  We would also like to apologize for the 30-day service being provided, but not completed, by our previous ********* Specialist. However, we have always been willing to address all warrantable concerns and would like to provide the following two options for our valued homeowner to choose from.
  
  Our current ********* Specialist (HCS) reached out again on September 19, 2024, since the most recent information was provided by our homeowner, agreeing to provide a walk-through and service to address the current concerns. There has been no response. We are still willing to meet and address all warrantable issues as soon as possible, with our current HCS.
  
  We have a new hire who is starting training next week. Once he is prepared to provide our customers with quality service, we can have him schedule a walk-through with our homeowner. This will take place as soon as possible but we would like to set the proper expectation, there is a chance this may not occur until the 10-month service is due, or possibly after. Please note, the same warranty coverage is provided for the entire first year so whatever was covered at the 30-day is still covered at the 10-month and you have the benefit of everything being addressed at one time.
  
  We will respect our homeowners decision in this matter and move forward to fulfill their request. However, if there are any current urgent/emergency issues, or if any arise before the proposed service is provided, they can be reported via an online request at ************************************************************************************************************* or by calling ************.
  
  We look forward to our homeowners response.
  
  Respectfully,
  
  **** *******
  Sr. Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22247537
  
  I am rejecting Richmond American Homes response with comments:

  The reason for my complaint was because Richmond American Homes was not addressing my concerns via email or phone calls.  I had to take additional steps through a third party (BBB) for Richmond American Homes to respond to my multiple attempts for them to address my warrantable concerns.  Therefore, I cannot accept the following statement from Richmond American Homes..."we have always been willing to address all warrantable concerns."  It is simply not a true statement. 

  I find it incredibly unbelievable that Richmond American Homes continues to offer me as an option the assistance from someone that was disrespectful to me in the first place.  Therefore, I do not accept Richmond American Homes' apology for disrespecting me in a condescending and discriminatory manner.  I'm choosing not to accept Richmond American Homes options at this moment because I want to make sure the work orders are completed. Once the work orders are completed, with the assistance from the new ********* Specialist, I will update BBB with accept.

  I expect more from a company (not just a simple apology) before moving forward.  I need to see that all of my issues get addressed properly and eventually fixed.  If this does not happen, I will be forced to seek legal advice and action.  

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

  

  Business Response

  Date: 10/17/2024

  Dear Accredited Business Resolutions Specialist:
  
  Thank you for bringing this matter to our attention. We understand the frustration our customer has experienced, and we are committed to resolving the outstanding warranty concerns related to the home in the ****** ***** community.
  
  We have previously reached out to the homeowner on October 7th and October 19th to schedule a visit to the home but have not received a response. We will be in the *********************** community on Tuesday, October 22nd,and will reach out again to see if Mr. ****** can be available.
  
  We sincerely apologize for any inconvenience caused and are working diligently to resolve this matter as quickly as possible. We look forward to collaborating with the homeowner to schedule a time for inspection and necessary repairs.
  
  Sincerely,
  ***** ********
  VP of Operations, MDA
  Richmond American Homes

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22247537
  

  I am rejecting this response because it is not factual and it's an attempt to put the blame on me (the customer) instead of the company ************************ taking responsibility and focusing on the issue at hand.

  I find Mr. ***** ********** response very offensive and disrespectful.  In his response he states the following: "We have previously reached out to the homeowner on October 7th and October 19th to schedule a visit to the home but have not received a response."  I am not aware of Richmond American Homes reaching out to me on 7 October 2024.  Also, I find it interesting how Richmond American Homes has reached out to me in the future, that is and to be specific, on 19 October 2024 when today's date is 17 October 2024. 

  Now, on 16 October 2024, I received an email from Ms. ******* as a response from the multiple warranty work order tickets I submitted online via the Richmond American Homes warranty requests website.  In her email, she offered the home care specialist assistance of Mr. *** *******; however, I have in multiple occasions stated that I do not want to deal or have any interactions with Mr. *** ******* due to his offensive and disrespectful email answers and responses back to me (see BBB complain history).  Why is it that Richmond American Homes insists that I deal directly with Mr. *** ******* when I have requested in multiple occasions that I do not want to deal or do any business with him.  As a matter of fact, in my last BBB response I mentioned that I was willing to wait for the new person that was in-training as this was given to me as a second option by Ms. ******* (see her BBB response history).  Richmond American Homes stated that this new home care specialist person in-training will most likely be available in November 2024. 

  I do not appreciate how Richmond American Homes is not taking my complain seriously and that they are attempting to put the blame on me by falsely saying that I am not responding to them when they are trying to reach out to me.  As I stated in my previous BBB response, if my open warranty issues are not fixed, I will be forced to take legal actions and hire a lawyer. 

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

  Customer Answer

  Date: 11/08/2024

  The business has not begun the repairs.

  

  Business Response

  Date: 11/13/2024

  Dear Accredited Business Resolutions Specialist:
  
  We understand that our homeowner reported: the business has not begun the repairs. On October 18, 2024, we reached out via email to our homeowner and requested a complete and updated list. We also explained that our new hire would be in training for at least an additional two months. We wanted to review the updated list to determine if there was an alternate way to address repairs more promptly.
  
  We did not receive a response from the homeowner until November 8, 2024, the same date this notice from the BBB is dated. At this time,we would like to offer to send one of our ************* Care Specialists to visit the homeowner to provide a walk-through and two-day service.
  
  We will wait to receive our homeowners acceptance of this offer via a response to the BBB.
  
  Respectfully,
  **** *******
  Sr.Home Care Coordinator, Mid-Atlantic
  Richmond American Homes

• Initial Complaint

  Date:09/03/2024

  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.

  Our sidewalk is coming up. Richmond came to fix it but only fixed one part.

  

  Business Response

  Date: 09/23/2024

  We have denied this warranty claim for the driveway apron as it is not covered per the *********** Warranty book. This was discussed at the meeting I had with *** ********** last summer.
  
  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 Homes

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22232169
  
  I am rejecting this response because I explained to them how it can cause an injury and Richmond came and fixed all of neighbors driveway fully and for us they only fixed one part. The other part is still incomplete. I did let Richmond know and they stated that the workers completed their work which they did not. Why is it that our neighbors driveway have been fully fixed and ours is only one part when I had showed to *** and Rada the parts that needed to be fixed? 

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

• Initial Complaint

  Date:08/30/2024

  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.

  I had a walk through to identify and document all unfinished or items that need to be fix under warranty since March 2024. The two people I have been in communication from the warrant department, have been negligent and have done nothing to schedule contractors and resolve all items + other new pending ones. I have a series of emails and text messages proof of my follow **** but there has been no response from these two women "in charge". I have requested several times to be directed to a higher level person to address my concerns and complete the list of pending items in my home but I have been denied that referral. They are mandating that I continue to wait for the two negative staff members that are assigned to "schedule contractors".

  

  Business Response

  Date: 09/09/2024

  Dear Accredited Business Resolutions Specialist:
  
  We left voicemails and sent emails to Ms. ****** regarding her concerns.  Our area ********* Manager, ********************* not received a call or email back.  A workday for the concerns has been scheduled for 9-20-24.  It is imperative that Ms. ****** respond to Mr. ******** communication.
  
  No one at Richmond can amend or extend the express limited warranty.  Warranty performance requests must be sent to the administrator, ***, at **************************************************.  We recommend that Ms. ****** submit a warranty performance claim with RWC.
  
  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 *********, Denver Division
  Richmond American Homes

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22221363
  
  I am rejecting this response because:
  

  This is a great excuse after months of me following (since May 2024). I have documented a series of phone calls, emails, and text messages I've sent to ******, Montana, *******, my sales representative, and the last one was a staff member from the sales office who hanged up the phone on me after I asked if she could provide the contact information to a superior level staff that would follow up with the warranty manager, her reply was 'I can only provide you with a link to write a complaint', followed with "a courtesy statement", 'Now I am going to hang up on you'.

  I attached the last email from 8/20, to prove I answered to Montana's responsibility to schedule contractors, contrary to her response here (BBB).  As mentioned above, I've requested several times the contact information to a higher level staff as ***** Montana delays months to reply. Unfortunately the name and contact information has been denied to me.

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

  

  Business Response

  Date: 09/18/2024

  Dear Accredited Business Resolutions Specialist:
  
  Mr.***** Montana, ********* Manager, has not received a response from his attempts to communicate with Ms. ****** and confirm the workday. The trades are scheduled for a workday on 9-20-2024. As per the purchase agreement, the homeowner must give access for the trades to perform work.
  
  If Ms. ****** disagrees with Mr. ******** decisions, we recommend that Ms. ****** submit a warranty performance claim with RWC. 
  
  No one at Richmond can amend or extend the express limited warranty.  Warranty performance requests must be sent to the administrator, RWC, at ************************************
  
  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 *********, Denver Division
  Richmond American Homes

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22221363
   
  I am not sure what else to do. In my last communication (BBB), I attached here my reply to ******* and two other people, letting them know I am home on Fridays and have been for months making myself available on Fridays for contractors to get work done at my house. This email from *** **** makes no sense as it seems he has not reviewed my case and seems like its another excuse to not send the contractors to my house to get work done. All people involve have my phone number and nobody has attempted to contact me.

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

  Customer Answer

  Date: 04/25/2025

  Repairs in home warranty not completed in an entire year. Floor scratch and glue marks, stairwell repairs, front doorknob, ground sinking next outside water faucet and along the front of the house. Wall repair where microwave was installed. Other important repairs neglected: top garage paint, broken concrete garage driveway, garage door dented, and the air ducts were never cleaned, cement dust/powder blows 24/7.

  Customer Answer

  Date: 05/02/2025

  Yes, I have submitted a request for repairs through the warranty portal several times. It seems they do not keep records of the submissions as every time I have scheduled work for contractor to complete the repairs and some are left pending, I have to email them for reminder of the pending repairs and ask to schedule follow up work. There are several pending repairs and the warrant department are denying to complete all. I just got a call today responding that they will only complete through out of the list I have sent repeatedly.

  

  Business Response

  Date: 05/16/2025

  Dear Accredited Business Resolutions Specialist:
  
  Our team scheduled a workday on April 25 to correct a stain at the newel post,paint above the garage and the front doorknob replacement. Trades were denied access to complete work on the home.
  
  Through mediation with the ***, a final workday was agreed upon for Friday, May 16th.
  
  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 ********** Denver Division
  Richmond American Homes

  Customer Answer

  Date: 05/27/2025

  The warranty department from Richmond Homes did not complete all repairs at my house. They are no stating I need to do arbitration at my expense.
  365 days went by and they did not repair all items identified in the walk through when I purchased my home and now after a year they are stating they wont complete the pending repairs.
  
  ********

  

  Business Response

  Date: 06/10/2025

  Dear Accredited Business Resolutions Specialist:
  
  Richmond has performed all warrantable repairs in the home as required by the *** limited warranty.  Richmond does not offer any other warranties and cannot amend the *** limited warranty.
  
  On 5-28-2025, *** emailed Ms. ****** instructions on how to start the arbitration process.   The purchase agreement does not have a fee sharing provision for dispute resolution.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *** ****
  Director of ********** Denver Division
  Richmond American Homes

  Customer Answer

  Date: 06/30/2025

  The case has not been resolved by Richmond Warranty. I emailed to this site last time I received an email from the BBB, the Richmond warranty department has stated that they wont complete all items I reported throughout my warranty period, even though they acknowledge I reported all issues on time.
  They have now referred me to arbitration and they are stating that the customer has to pay for it, it is $1,200. This is ridiculous.
  
  ******** ******

• Initial Complaint

  Date:08/28/2024

  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.

  While trying to get 1 year warranty items on our new home completed, the following issues arose:1. During repair of outside cracks, all of them were marked in white. After it was painted over, we now clearly show all those markings as well as different shades of paint and therefore require the entire house to be repainted. 2. Screen doors have been replaced but now we have gaps where the rubber does not close up with the window. We requested correction, but do not get any responses. With the builder not responding, I need your help in getting those issues resolved I appreciate your help Thanks a lot and have a great day *****************************

  

  Business Response

  Date: 09/04/2024

  Dear Accredited Business Resolutions Specialist:
  
  After leaving ******************* two phone messages on 9-29-24 & 9-30-2024 I then reached out to her by email. ******************* was kind enough to respond to my e-mail which I shared dates to address her claims.
  
  On 9-10-2024 we will have our stucco company on-site to fix some shadowing from the year-end stucco punch that we can see through the exterior paint.
  
  Then on 9-19-2024, we will have the painters on-site to paint the body of the home corner to corner, so everything looks nice and uniform.
  
  The screen and door company are also scheduled 9-19-2024 to inspect the screens and adjust as needed. These dates have been shared and confirmed with ******************* and we thank our customer very much for her time.
  
  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: 09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the solution satisfactory as long as all work will be performed in the timeline allotted and to current industry standards.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/28/2024

  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.

  I purchased a new home from Richmond in Feb '23. The house is good after many warranty requests over the first year due to many mistakes. The **** system was a major mistake. The install of the **** system was an issue. I had 3 warranty visits the first Summer of '23 due to bad installation. Then I had 2 visits the first Winter of ******* to replace the heater.During the Summer of '24, my AC broke 3 times leaving me without AC for 6 weeks. My warranty with Richmond ended Feb '24, so Richmond hasn't offered a replacement. After the 3rd break, the third party **** company sent a supervisor to troubleshoot. The compressor was repeatedly broken. In an attempt to reiterate what I learned: (1) **** experts know this AC system to have many problems with the manufacturer's air compressor; (2) Richmond chose this AC to go on all homes, and the **** company simply installs them; (3) the **** company received many bad reviews due to these broken ********** and are trying to remedy problems; and (4) he showed me several same systems and cases.The **** supervisor feels I have been wronged, and he offered me an entirely new system for 50% off. I've had many issues over the summer including lack of sleep causing sicknesses, missing work as a result and repercussions at work, and a house that is not livable. Due to that, I bought the new AC system for $4,100 so that I can actually live.I covered most my Richmond issues with their warranty. They've done some good things, and I've spoken to good people. I ended up extremely unlucky with **** problems and warranty timing. I also unknowingly bought an incomplete product and had a large expense because of it. I currently view Richmond as a bad company. I can like my house, but the **** problems and out of pocket expenses have made the house and Richmond not good. I'm hoping that I am able to be reimbursed for the expense I've accrued due to the portion of the house that was faulty to begin with to change perception.

  

  Business Response

  Date: 08/30/2024

  Dear Accredited Business Resolutions Specialist:
  
  After reviewing the complaint filed by ******************, Richmond American has reviewed the Warranty Records and determined that no corrective action is needed.
  
  Mr. ******** home was completed on February 22, 2023. ***************** then experienced a problem with his Air Conditioning unit shortly after his 1-year Home Warranty with Richmond American Homes had expired in July 2024.Richmond American Homes chose to make an exception and covered the repair and replacement of the faulty part within the units compressor and returned the Air Conditioning unit to operational status. After this repair, Richmond American Homes received no further warranty requests from ******************.
  
  Per Mr. ******** filed complaint, he chose to engage an ************ directly to have the Air Conditioning unit replaced thereby eliminating our ability to offer any further resolution.
  
  Please let us know if you have any further questions.
  
  Sincerely,
  ***********************
  Division President
  Richmond American Homes

  Customer Answer

  Date: 09/09/2024

  I recently got an email regarding the follow-up to my case 22206768.
  
  I want to say that Richmond has avoided telling the whole truth to benefit them. In my sequence of events, I first put in a direct warranty request for the broken unit. Richmond did get that to operational status after 4 weeks.
  
  Three weeks later, the ** unit broke again. I did not put in another warranty request as I viewed it as part of the same request, and I was in constant contact with the warranty representative during this time. In a few days, it was fixed.
  
  Then after a week the ** unit broke again. I directly contacted the warranty representative instead of putting in an additional warranty ticket. Richmond once again got their HV** company out, and that is when their HV** company offered me the deal that I took. It was in fact the same HV** company that Richmond uses, not just "an HV** company."
  
  The fact that they state "After this repair, Richmond American Homes received no further warranty requests from ******************." is true only that I did not input multiple requests into their system. I was in constant contact with Richmond's warranty representative for the near 2 months of these issues. "Per Mr. ******** filed complaint, he chose to engage an HV** company directly to have the Air Conditioning unit replaced" was in fact Richmond's company that they have used. "thereby eliminating our ability to offer any further resolution." after spending 2 months without ** during a record setting Summer, yes I chose to take matters into my own hands. Richmond saying that they no longer had the ability for resolution disregards the 2 month time period and 3 breakdowns I was in contact with them.
  
  Regards,
  *************************