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.

close

Find a Location

Richmond American Homes has 41 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Richmond American Homes

  4350 S Monaco St Denver, CO 80237-3400

  
• 

  Richmond American Homes of Arizona, Inc.

  15967 W. Berkeley Drive Goodyear, AZ 85395

• 

  Richmond American Homes

  4061 Powder Mill Road, Suite 500 Suite #700 Calverton, MD 20705

• 

  Richmond American Homes

  310 29th St NE Ste 200 Puyallup, WA 98372

  
• 

  Richmond American Homes of Nevada, Inc.

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

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

• Initial Complaint

  Date:08/27/2024

  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.

  Richmond Homes Warranty has tried to weasel out of covering any issues we bring up. like an issues with our driveway cracking and sinking due to our entire front lawn sinking. To have them saying that is something that is not covered by warranty while our next-door neighbors get multiple new driveways all covered by warranty for the same exact issues. For the first year of our warranty coverage, we worked with an individual that exclusively did work in person and via phone calls, once we finally had enough of him promising fixes and then not ever getting back to us on it, we started to take pictures and send emails to him. He was fired very shortly after, the new person brought in to ***lace him will not accept documents and photos dated after one year of warranty or find an excuse to not cover things already told to us would be fixed! The main issue is the driveway is sinking due to our entire front lawn sinking the drive way is cracked and currently floating with no dirt or anything underneath from sinkage, I also suspect that the drive way is not deep enough as it is showing a depth of about 2 2 inches and I found regulation from **************** stating that driveways need to be 6 inches. When these issues were brought up, I was told no saying that doesnt apply to our home and that excerpts from the warranty handbook saying they should take care of it also dont matter, even though the excuse given for not covering is from the same handbook and section. This type of behavior is not just to me, but it is to our entire neighborhood we all have massive issues with yards, roads and driveways sinking. Some they fix that are very minor and some that are major they dont fix, some they pay out some they hire a company to do the work. Some like me they decline and say they wont do anything. From what I was told to me by the current warranty *** the upper management just doesnt want to pay for anything else in the neighborhood despite how valid the concern.

  

  Business Response

  Date: 08/28/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted *************************** by phone on 08/28/2024. Our area ********* Director, *** spoke to ****** regarding the compaction issues in the front yard.  We have this repair scheduled for September.  As for the driveway, ****** is going to send me some information for our review. We will contact ****** with our decision regarding the driveway as soon as we have reviewed the information.
  
  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

• Initial Complaint

  Date:08/22/2024

  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.

  In August 22, 2021, we purchased a home from Richmond American Homes located at ***************************************************************. We moved in May 12, 2022. As part of their standard process, we completed and submitted a 30-day checklist detailing various unfinished items and defects that needed attention. Richmond American Homes assured me that these items would be promptly addressed.Unfortunately, despite multiple follow-ups via phone calls, emails, and in-person visits to their office, the company has failed to complete the necessary work. As of today, July 18, 2024, the issues listed in the checklist remain unresolved. The specific items that require attention include, but are not limited to:1. Replacement of back sliding door.2. Complete re-grouting of the color floor, grout in master bath .1.Entryway foundation is cracking and coming off around the base of the front door.This prolonged delay has caused significant inconvenience and frustration and loss of pay. I have been more than patient and cooperative, yet Richmond American Homes has consistently failed to fulfill their contractual obligations. The lack of response and action from the company is unacceptable and unprofessional.I am seeking the Better Business Bureaus assistance in resolving this matter. 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. Additionally, I would appreciate any guidance or support the BBB can offer to ensure that this issue is addressed promptly and satisfactorily.Please find attached copies of all relevant documentation, including the original 30-day checklist, correspondence with Richmond American Homes.Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this issue.Sincerely,******* and ***********************

  

  Business Response

  Date: 08/28/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted the homeowner, 8/28/24 and we have proposed the date of September 12, 2024, for our ********* Manager to be on-site This visit includes consultations with drywall, flooring and countertop companies, to ensure a thorough inspection of the relevant items,sliding door panel has been ordered and possible arrival time will be last week of September.
  
  We apologize for any frustration our customers may have experienced and are working to resolve the concerns.
  
  Please let us know if you have any questions.
  Sincerely,
  
  *****************.
  ********* Manager.
  Richmond American Homes

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house was flooded when Richmond American homes sloped the backyards of the homes behind me incorrectly.

  

  Business Response

  Date: 08/26/2024

  Dear Accredited Business Resolutions Specialist:
  
  Richmond receives the Huffs concerns regarding the potential impact of the grading on our ************ development, situated near their property. We understand that issues such as these are sensitive and require thorough consideration.
  
  Upon preliminary inspections, it has been observed that the landscaping on the Huffs lot appears to be sloping towards their home, with a concrete slab extending up to the basement window *****. It is important to note that each homeowner is responsible for maintaining on-lot retention to manage water effectively on their property.
  
  I reached out to the Huffs via email on 8/26/2024. The lot behind the Huffs home is still under construction. Richmond can confirm that the grading for the Canton Ridge development was executed strictly according to the approved plan and has been certified by a qualified professional. Additionally, to further ensure proper water flow, a berm was constructed along the edge of the property, adjacent to the Huffs lot.
  
  Furthermore,the recent unprecedented rainfall in our area has contributed to unusual water accumulation, which is beyond the control of Richmond American Homes. While we sympathize with the difficulties the Huffs are experiencing, our findings so far suggest that the water management issues on the Huffs property are not a direct result of actions taken by Richmond.
  
  That said, Richmond is committed to being a good neighbor and has advised the Huffs of our willingness to conduct further investigations to ensure that all factors are thoroughly reviewed. At this time, however, Richmond American Homes does not find itself liable for the conditions reported.
  
  We apologize for any frustration our neighbor may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***********************
  Vice ********* Operations, Utah Division
  Richmond American Homes

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising 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 home back in 2023 with American Richmond and have had nothing but issues. We have still not had our 30 day items complete and many more warranty items that were submitted after the fact but before the one year deadline. They have ran through employees with nothing ever taken care of and no indication to care about fixing anything. I have reached out to the most recent *** with no response as have several neighbors. One who even shared that they wont do anything else for ***airs. We just want our homes to be fixed. We have outside paint touch *** needed, floors peaking, caulk on cabinets, wonky tile in bathroom, transition where the wall was cut up so it could slide into instead of being flush.

  

  Business Response

  Date: 08/26/2024

  To whom it may concern:
  We are in receipt and are responding to Ms. ******************** Better Business Bureau case referenced
  above.

  
  Customer's Statement of the Problem:
  We purchased a home back in 2023 with American Richmond and have had nothing but issues. We have still not had our 30-day items complete and many more warranty items that submitted after the fact but before the one-year deadline. They have run through employees with nothing ever taken care of and no indication to care about fixing anything. I have reached out to the most recent *** with no response as have several neighbors. One who even shared that they won't do anything else for ***airs. We just want our homes to be fixed. We have outside paint touch *** needed, floors peaking, caulk on cabinets, wonky tile in bathroom, transition where the wall was cut up so it could slide into instead of being flush.
  Disputed Amount: $650000.00
  Desired Settlement: Finish the Job

  
  Background:
  ******************** retained a 3rd Party Home Inspector, Advantage Home Inspections, to perform an
  independent inspection on the home before to her taking occupancy. The CET10-Guided Home Tour was performed on 05/08/23 by Superintendent ******************************* and listed 39 items. The CET11-Richmond Ready Presentation was performed on 05/15/2023 with 11 items completed and 28 items remaining open from the CET10. 9 more items were completed on 7/25/2023.
  ******************** closed on her Richmond American Home on 5/16/2023. During her one-year warranty period, ******************** had 38 warranty requests which included 58 warranty items that have been completed. ********* Specialist *************** ****** personally met with ******************** on 3/19/2024 to review any outstanding warranty service items, the majority of which were complete.

  
  On 8/21/2024, ************** ****** followed up again with ******************* to review any outstanding items, ******************** was unable to recall the details, stated she would speak to her husband, and put together a list and forward it through the warranty service portal. At this time, there were (2)items that had not been completed

  
  ? Raised tile in the shower area appointment scheduled for 7/25/2024 homeowner was unable to recall which tile was an issue, so no work was completed.
  ? Silicone on the bathroom cabinet - appointment scheduled for 7/25/2024 The homeowner was concerned that removing the silicone would also remove the paint on the cabinet, so the service was refused, and no work was completed.
  ******************** did identify the following items as needing ***airs during her conversation with ************** ******. Specifically,
  1. damaged baseboard in the living room.
  2. Paint touch-up on stucco at the eave.
  3. Trim under the sliding door that needs to be touched up.
  4. Remove silicon from the bathroom cabinet.

  
  After speaking with her husband, ******************** will advise with any additional items needing ***air. The ***airs noted above are confirmed for 8/28/24. Our failure to initially set the appropriate expectations on how to obtain timely service led to many Customers out of frustration reach out directly to their Sales Representatives via text, email, and phone calls.Emails and texts have no way of getting into our system for tracking and follow-up. We must we have all requests within the system to accurately notify our trades and be able to complete multiple items on one site visit as well as allow documented follow-up where necessary.

  
  The attached service history affirms our efforts to resolve Ms. ********* legitimate concerns, and we disagree with her characterization that no one cares about fixing anything and nothing is ever taken care of. We will continue to work diligently and demonstrate through communication and follow up our commitment to provide ******************** the Customer experience ********************** is typically known for.
  
  Sincerely,
  *********************
  ********* Specialist
  NorCal Division
  ******************************
  Richmond American Homes
  ********************

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 28 February 2023, my wife and I purchased a new home from Richmond American Homes (RAH) for $772,833 total sales price. The week prior to close, we conducted an inspection of the property alongside the builder's project manager. During this initial inspection, we found over 100 items that needed fixed on the home. Our biggest issue was that cold air comes into the home during the winter, somewhere through the walls. It flows between the floor and wall and through the wall sockets on our main floor. Throughout winter, our home heating system will not warm our home to 70 degrees Fahrenheit. The warranty states that the builder will correct issues if the heating system cannot maintain 70 degrees under normal operating and weather conditions.*** made a cursory attempt to fix it by spraying foam insulation outside the home, then along the floorboard. This did not fix the issue. When the RAH homecare manager took over the issues with our home, they made one further attempt to fix it, then stated they would do nothing further to fix the problem.Other unresolved issues after RAH sent some contractors to work on our issues include:- Squeaky floors in the common areas on the first floor (everything below the luxury vinyl plank flooring).- Kwikset cement driveway (every home on our block has the same issues)- ceiling drywall joints visible in kitchen and great room, even after attempted fix - unfinished fixing of two posts holding back porch roof Lastly, the Weather Smart Housewrap is required to be installed with six-inch overlap below the top of the cement lower layer, using Fortifiber Sheathing Tape to seal the seams. All around the outside of the home, the housewrap is improperly installed with no tape visible. By looking up under the siding, one can clearly see the wooden framework. The warranty is void should the wrap be installed improperly, and this could cause moisture, air leakage, etc. Most of our home issues could be attributed to this.

  

  Business Response

  Date: 08/27/2024

  Dear Accredited Business Resolutions Specialist:
  
  We have reviewed the complaint and inspection report. Please note that home inspections are commonly full of suggestions that are not necessarily warrantable or code violations.
  
  This homeowner closed on their home on 2/28/2023. Towards the end of the first year of warranty, we provide a one-time drywall and paint service. That service was provided for this homeowner. There is no longer any warranty or about the drywall and paint.
  
  Secondly,the house wrap. We do not install Weathersmart house wrap, as claimed by the homeowner. We install Tyvek HomeWrap which is taped where the seams overlap.The house wrap stops at the bottom of the plywood but is not taped at the bottom. Taping it will trap any water that gets behind it.
  
  The home inspector clearly states that the concrete exhibits spalling deterioration of the surface including flaking of the top layer. He continued,Commonly caused by the freeze-thaw cycle. This is not a warrantable issue,but we will investigate it.
  
  The HVAC subcontractor has been made aware of the homeowners complaint about not being able to heat the home to 70 degrees. LVP has already been ordered to address the squeaky floor and installation will be scheduled. The back porch post issue has been scheduled by the ********* Specialist.
  
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***********************
  Sr.Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

  Customer Answer

  Date: 12/09/2024

  To answer some of the issues listed in the response by Richmond American on 27 August:
  
  This homeowner closed on their home on 2/28/2023. Towards the end of the first year of warranty, we provide a one-time drywall and paint service. That service was provided for this homeowner. There is no longer any warranty or about the drywall and paint.
  
  The home care manager did have the contractors work on numerous nail pops and paint issues. Most of these issues were not addressed at the "one-time drywall and paint service" in January due to the inability of the subcontractors that were provided. The *** home care manager stated he understood this fact so provided the service.
  
  Secondly, the house wrap. We do not install Weathersmart house wrap, as claimed by the homeowner. We install Tyvek HomeWrap which is taped where the seams overlap. The house wrap stops at the bottom of the plywood but is not taped at the bottom. Taping it will trap any water that gets behind it.
  
  The house wrap is under our house siding, so there is no way for us to prove which house wrap was used. The WARRANTY PAPERWORK provided by Richmond American Homes upon closing has WeatherSmart Housewrap listed as the house wrap under warranty. There is NO paperwork referencing ***** HomeWrap in the warranty book provided. The *** home care manager has seen and reviewed this material. If Tyvek HomeWrap was truly used on our home, please provide the warranty paperwork and any instructions for care.
  
  The home inspector clearly states that the concrete exhibits spalling deterioration of the surface including flaking of the top layer. He continued, Commonly caused by the freeze-thaw cycle. This is not a warrantable issue, but we will investigate it.
  
  The concrete for our home (and the homes along our street) were completed in winter of 2022. Every driveway has issues, as well as the sidewalks that were completed at the same time. This is not something that any one homeowner did or did not do. The cement was improperly set due to the weather and timing. Several homes on the street had their driveways replaced as part of the warranty, but RAH has not completed the remaining homes, though those homes have the same issues that happened at the same time. 
  
  The HVAC subcontractor has been made aware of the homeowners complaint about not being able to heat the home to 70 degrees. 
  
  The HVAC contractor did come out to make an initial assessment, but not until I called them directly. They never stated that they had been contacted by Richmond American. They stated that there was an issue, and a part needed to be replaced. We are still attempting to schedule the work.
  
  This heating issue was identified before we moved into the home. After promises that it would be fixed, we closed on the home, but almost two years later, we are still dealing with air coming in directly from the floorboards. The **** contractor is not going to fix the problem of inability to heat the house. There is some underlying issue at hand. Now that it has gotten cold and windy, my wife can put a tissue down next to the wall, and the wind coming through is still strong enough to blow the tissue away from the wall. This is not a cosmetic issue that some caulking can fix.
  
  *** has already been ordered to address the squeaky floor and installation will be scheduled. 
  
  The RAH contractor team came during the week of 7-11 OCT to take up the old *** and fix the loose flooring and other issues with the underflooring. The subcontractors came in on 11 OCT and replaced the *** flooring. 
  
  The back porch post issue has been scheduled by the ********* Specialist.
  
  The RAH contractors completed a repair of the back porch posts, but one month later, they look like they had never been worked on. Instead of replacing the facing in the area of concern, they tried to make a cosmetic fix.
  
  Three other areas that were listed before our final warranty work but had not been addressed in January included the stair rails going down to the basement, a gutter issue near the back porch, and addressing the issues with the swale in our backyard and our current drainage issues. 
  
  I spoke to the home care manager on OCT 11th at the end of the inside work. He had told me a couple times that he was scheduling a subcontractor to come in to fix the issues with the stair railings that had been identified almost a year prior. This was also supposed to be fixed back in January 2024. On the 11th, he told me that he would CC me on an email to the subcontractor so we could schedule something directly, but I never received an email. The home care manager will no longer take my calls, texts, or emails.
  
  The home care manager had sent out a contractor to fix the gutter issues that had been identified, causing water to pool in the gutter and improperly drain under the siding along the back porch. That contractor was a handyman, and was unable to fix the problem. The home care manager stated he would also email the subcontractor gutter specialist, and that he would CC me on the email. If he emailed someone, I was not CC'd and there had been no follow up.
  
  Regarding the backyard, we were told we had to wait for all the homes behind ours to be finished and grading complete in those properties before they could fix the issues with the swale. Once the final home was complete, I reengaged with the homecare manager, and he sent some contractors to work on the problem. Those contractors planned to lay down some fertilizer and reseed the areas, with no intent to fix the drainage problems in my and my neighbors yards. I had them call the home care manager, and we spoke about what had been agreed upon. Weeks later, the contractor returned with some dirt, fertilizer, and seed to fix the ******. When we discussed the issues, he did not have enough dirt to fix the drainage problems. The only thing they did was to lay down a thin layer of dirt in the worst areas, then laid down fertilizer and grass seed. None of the swale problems have been fixed, and now it is winter time. 
  
  Any assistance to bring Richmond American Homes back to discuss and fix the remaining issues will be greatly appreciated.

  

  Business Response

  Date: 12/23/2024

  Dear Accredited Business Resolutions Specialist:
  
  In response to our homeowners comments in the recent BBB reply dated 12/17/2024:
  
  1. Here is a link for the Tyvek house wrap:
  *************************************************************************************************************************************************

  2. The concrete driveway and sidewalk concerns are not warrantable. Decisions for each home concern are made individually. One homeowner did receive a driveway replacement which was agreed upon before the closing on their home, not as part of the warranty. That decision has no bearing on this homeowners driveway.

  3. Our homeowner can reach out to their ************ to schedule the installation of the part. The phone number was provided on the Emergency Numbers list. If they experience any issues, they can submit an online request at ************************************************************************************************************* so we can assist.

  4. Per previous discussions with Richmond American and the county, there will be some air infiltration at the outlets.

  5. The back porch posts were repaired. Our homeowner can submit an online request at ************************************************************************************************************* (with photos), if they feel the repair is not acceptable.

  6. The rail and picket touch-*** will occur after January 8, 2025, when our trade reopens following the holidays.

  7. The ********* Specialist is reaching back out to the gutter and downspout installer to schedule those repairs.

  8. The swale and grade in the rear yard have been corrected and meet all warranty and county requirements.
  
  We look forward to completing the last couple of concerns reported by our valued homeowner.
  Please let us know if you have any other questions.
  
  Sincerely,
  **** *******
  Sr.Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For our new home, we selected upgraded exterior lighting from a set of options offered for houses in our development - Trail Crest in *********************. We closed on ownership of our home on August 31, 2023. We have 4 lights we upgraded for a total of $900. It should be noted that none of the options, including the standard non-upgrade fixture were down light type. Recently the builder started installing different down light type fixtures as standard on homes under construction. We learned that the Trail Crest CC&Rs require exterior down light fixtures so we are required to change out our fixtures to comply with these CC&Rs. We have requested reimbursement for the upgrade charge only ($900), forgoing the cost for re-installation of new compliant lighting. We made 2 requests to the ********************** with no reponses provided. Because the new standard exterior fixtures are not appealing we have purchased and installed new downlights consistent with the overall decor of our home. Because the builder should never have offered non-CC&R compliant upgrade fixtures in the first place, we want to be reimbursed for our $900 upgrade cost.

  

  Business Response

  Date: 08/21/2024

  Dear Accredited Business Resolutions Specialist:
  
  We will be reimbursing the Eisenharts ****** for the lighting upgrade.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************************
  Director of ********** **********
  Richmond American Homes

  Customer Answer

  Date: 10/28/2024

  Unfortunately we have yet to receive our refund from Richmond American for our light fixtures. Might we be able to re-open this complaint? 
  
  It has been almost 2 months since their response to you re their intent to send a refund.
  
  What do you think re next steps?
  
  Let me know and thanks so much!
  
  ********* **********

  

  Business Response

  Date: 11/04/2024

  Dear Accredited Business Resolutions Specialist:
  
  We will be reimbursing the Eisenharts ****** for the lighting upgrade. They will be receiving payment by 11/15/24
  
  Please let us know if you have any questions.
  
  Sincerely,
  ******* ******
  Director of ********** **********
  Richmond American Homes

• Initial Complaint

  Date:08/07/2024

  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.

  I live at a new home built by Richmond American Homes. I'm a retied fireman from N.Y. and live here for 16 months and still waiting for things to be fixed. I spoke to *** at ************ or 303 694 9109 1) the gate for my fence 2) my driveway was just repaired on 07.10.24 and it is already cracked. It was such a bad job 3) there are so many things done wrong, like no smoke detectors in the kitchen 4) just too many problems mention I would like a inspector to come and see the problems They are also dumping concrete all over with no protection. There were children playing in the unfinished homes over the 4th of July.

  

  Business Response

  Date: 08/16/2024

  Dear Accredited Business Resolutions Specialist:
  
  *********************** met with ***************************** and agreed to get his gate fixed. **** will also have the area around the concrete pour cleaned up. If **** has any questions or concerns, he is welcome to contact me 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 ********** South Division
  Richmond American Homes

• Initial Complaint

  Date:07/26/2024

  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.

  It has been over a year since I last submitted my complaint and guess what? NOTHING HAS BEEN FIXED. Richmond noted that they brought people to address our issues and connected with ** to resolve our issues. All they did was bring in some guys to adjust the placement of a vent, WHICH WAS STILL CROOKED AND THE LIGHTS STILL GO OUT. Lazy work by lazy, incompetent people. The Richmond rep had the nerve to note that they were working to resolve the issue - and then when I call back for follow up, the lady who was supposed to help us was no longer with the company!! Since then, our microwave still sounds like it is going to explode when it is in use, the ** contractor said they would replace it but then never showed back up or called, and no way to call them. The lights flicker in our house consistently, causing our fan to go on and off throughout the day, weve replaced a water heater because the hot water kept going out, and the new water heater still goes out - so its something with the house thats triggering it!!! Since the year, weve gone through headaches bc of this house. Ive honestly felt like giving up on life because of the issues that this house has brought upon us. Richmond takes no accountability nor cares to try. They only care about how their response looks on the BBB page on top of all the other complaints that come in, just to show that theyre responding when really the fix NOTHING!!!!! Im tired, I really am. This house and this company has caused so much grief and my health is taking a toll because of it.

  

  Business Response

  Date: 08/06/2024

  Dear Accredited Business Resolutions Specialist:
  
  We met with ********************* 8/5/2024 to go over the BBB complaint items that have been listed. The hood shroud issue has since been resolved. Our customer stated the microwave made an unusual sound, but we were unable to recreate that on-site when we met. Our customer has had GE out a couple times and we referred her to contact GE again to follow up on her microwave concerns as this is a GE manufacture to homeowner warranty. ********************* said that her water heater pilot light kept going out and our customer has replaced their water heater.The new water heater pilot is also going out intermittently as well and we explained this happens sometimes when its windy and the garage door is open it can cause the pilot to get blown out and because the homeowner replaced the water heater this issue is also resolved. The other item was light flickering, our customer installed their own ceiling fans and the one in the living room doesnt work at all and the one in the master turns on randomly. We let ********************* know we would be scheduling out an electrician to check the flickering lights but if its an issue with the ceiling fans they would be responsible to check their installation as we provided the prewire only. We are in the process at this time to get the next available schedule date for the electrician to come out for our customer.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concern. ********************* can also submit a service request online to our home care department should they have any questions or have any new warranty items that need addressed.  
  
  Please let us know if you have any questions.
  
  Sincerely,
  *********************
  Director Home Care
  Richmond American Homes

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May ********* am writing to formally file a complaint against Richmond American Homes regarding their inadequate response to warranty issues. We purchased a home from them on June 20, 2024, and are covered under a one-year builders warranty. Despite submitting multiple repair requests for critical issuesincluding water leakage from an electrical outlet, an underpowered AC unit, and several cracks in the side of the houseamong several other repair requests, Richmond American Homes' warranty department has been unresponsive. Our attempts to address these concerns have been ignored, leaving us without necessary repairs. We are seeking BBB intervention to ensure that the repairs are completed as promised under our warranty agreement.

  

  Business Response

  Date: 08/05/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted ************************* via email on 07/29 requesting some pictures and additional information that we needed to process her requests.
  
  We did receive confirmation and the information needed to move forward. The ********* Rep and ********* Coordinator also sent her a list of the updated work orders that have been issued.
  
  I am working on getting scheduled dates for all the items by the end of today. It does appear the ** company has been to the home already and we are sending the insulation company to verify for proper insulation. The electrician is trying to schedule service on 8/7 and just waiting for confirmation from the homeowner.Once I have the dates locked in for all items, I will contact the homeowner again to confirm.
  
  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,
  *********************
  ********* Manager,
  Richmond American Homes - *******

• Initial Complaint

  Date:07/15/2024

  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.

  Living in a Richmond American Home since Dec 2016.10/21/18 Asked about and sent request to document issues with the driveway cracking in several places- we were told nothing under a 1/4 inch is covered and to watch it.10/15/21 driveway continues to crack - no response from RA.December 2021 - We file a BBB complaint about the driveway, cracked foundation under our home, and windows continuing to fail.12/23/21 *********************** ******** Care QA Manager) comes out to look at the driveway, thinks there was a problem when it was poured, and says he will send an evaluator out to look at it. As expected, no evaluator reaches out to us.Currently - Every panel in the driveway is cracked (6), chunks of concrete detach, and has become unsafe due shifting slabs creating an unlevel walking surface. No other driveway in the neighborhood has the severity of issues we have, except for expected 1-2 thin cracks.6/28/2024 We reach out to *********************** and the *********************************** at ************ - no response from either and *************************** email is now ********'s (Loan processor for RA in ********).07/15/2024 We file new BBB complaint due to no response from RA and deteriorated/unsafe/uneven driveway. We are looking to have RA replace the driveway as it should have a long time ago. Separately, the windows which failed since we moved in and have had replaced 3 times continue to fail - fog up between the glass panes and appear permanently streaked. We gave up on filing complaints and having them replaced since the panes fog up months later and it is a cost to us to have them replaced each. Last time, ** said it was up to the contractor Construction Solutions, "washing their hands" from it. Other homes in the neighborhood have had the same issues.We would like a window evaluation and for RA to coordinate with the contractor to replace panes with better material since RA knew of the issues months after we moved into the home.Thank you!***** and *******************

  

  Business Response

  Date: 07/17/2024

  Dear Accredited Business Resolutions Specialist:
  
  In accordance with our warranty handbook, section E.1.l states The following are NOT covered under this Limited Warranty:
  1. Loss or damage to, or caused by, recreational facilities; driveways; walkways; patios,porches and ****** not structurally attached; decks and balconies which are not bolted to or cantilevered from the main structure of the Home; boundary and/or retaining walls; bulkheads; fences; landscaping, sodding, seeding, shrubs,trees and plantings; subsurface drainage systems (other than footer drains);lawn sprinkler systems; off-site improvements, including streets, sidewalks,adjacent property and the like; or any other improvements not part of the Home itself.
  
  Furthermore, in accordance with the warranty handbook, section 3.31 states condensation or frost on the interior window surface. No action is required, and that condensation is relative to the quality and type of windows. Temperature differences in high levels of humidity along with individual living habits will cause condensation.
  
  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 Supervisor, ************
  Richmond American Homes

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21989485
  
  I am rejecting this response because:

  1. The driveway issues were going to be addressed by Richmond American after *********************** came out to look at it and was going to send an evaluator out - in addition he stated that it may have been a problem when the driveway was poured - you can see a crackling appearance throughout, in addition to the crevices. 

  2. The windows throughout the house have streaking between the panes and it is not condensation on the inside. The cloudy and streaked appearance is there permanently. Richmond has been fully aware of what the issue is and that the window panes have been replaced three times. We do not believe that any builder would reasonably expect window panes to fail after a few months of installation and continuously, thereafter.
  

  We are still looking for Richmond to replace the driveway due to faulty concrete/installation and window pane replacement (or windows, if needed) that will last for many, many years and not months.
  

  Can Richmond be more specific about what they mean when stating that they are working tot resolving the concerns?
  
  Sincerely,

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

  

  Business Response

  Date: 08/01/2024

  Dear Accredited Business Resolutions Specialist:
  
  We would like to offer to patch the cracks even though it is not warrantable for the inconvenience.
  
  Please let us know if you have any questions.
  
  Sincerely,*****************************
  *****************************
  Warranty Supervisor, ************
  Richmond American Homes

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21989485
  
  I am rejecting this response because **************** is offering to patch up the driveway cracks which will not resolve the issue of the driveway's concrete crumbling. You can tell from today's photos that the consistency of the concrete does not look right and why Richmond (***********************) had agreed to send an evaluator. If all that it needed then was a patch up, we would have accepted it. As I stated before, no one from Richmond ever called or came by to evaluate the driveway.

  These past years have been filled with family loss and illness preventing us from focusing our attention and energy on matters such as holding Richmond American to their word.

  We first alerted ************ as to the concerns with the driveway back in 2018, so RA can't say they were not informed.

  We would like for the driveway to be evaluated, as Richmond agreed to do on January of 2021.

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

  

  Business Response

  Date: 08/15/2024

  Dear Accredited Business Resolutions Specialist:
  
  We would like to set up a site visit with a concrete professional to come evaluate.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *****************************
  Warranty Supervisor, ************
  Richmond American Homes

  Customer Answer

  Date: 08/22/2024

   
  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,
  
  *******************