Business Profile

Home Builders

Neal Communities, Inc.

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Complaints

This profile includes complaints for Neal Communities, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

24 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:01/08/2025
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.
Bait:We came to a verbal agreement and negotiated a deal for the festival model that was listed as $610,000 base price on 12/30. We went to the lot and even put a sold sticker at our "future" homesite on 12/31. We had a handshake deal with ****** and walked away expecting a contract via email by the end of the day.Switch:Later that day ****** contacted us and stated that **** corporate said there was a "pricing error" on their website and can no longer accept our offer. Now the base price is $645,000 and they are trying to renegotiate our original deal by hiding the price increase through decreases in our agreed upon terms. They are asking us to pay for their mistake!
Business Response
Date: 01/09/2025
Thank you for reaching out and allowing us the opportunity to address your concerns. We regret that a pricing error occurred on the plan you were interested in, as it was a new release for the community and not yet updated in our system. While we understand this may be frustrating, we want to assure you that this was an honest mistake, and we caught it before any contract was issued.

Similar to other industries, such as banking, when an error is identified, it must be corrected in accordance with the established policies and procedures. We want to clarify that this situation was never intended to mislead you, and we sincerely apologize for any inconvenience it may have caused.

We were already offering a generous incentive package in response to your initial offer, and we are disappointed that this change may no longer meet your expectations. However, should circumstances change, we would be happy to welcome you back and continue working with you.

Thank you again for your understanding.

Sincerely,
Neal Communities
Customer Answer
Date: 01/10/2025

Complaint: 22781185

I am rejecting this response because: This "new product" has been listed on your website since 5/1/24 and there was a price change 9/17/24 to $610,932. We submitted and pre-negotiated our offer on 12/30/24 that included incentives that are separate from the listed base price of the home. Once we submitted our offer on 12/31 is when the error was discovered? I find it hard to believe that there has been an embedded pricing error since 5/1/2024. **** needs to honor their listed pricing and thank me for finding this error by honoring the agreed upon base price and pre-negotiated incentives.

Sincerely,

****** ******
Initial Complaint
Date:12/05/2024
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.
************************* in April 2024, sold me a $550,000 new home. The sod in the back yard is mostly weeds and bare spots; the sod initially installed was in horrible condition. It is obvious since th yards of the homes on either side of me, cared for the same as mine, are in good condition.**** promised to fix my yard. They have not.I need my yard fixed, it is horrible - weeds, bare spots, uneven, gaps that are trip or sprained ankle hazards.
Business Response
Date: 12/12/2024
To meet county water usage requirements, the rear of the properties are not irrigated. Therefore, Bahia turf is installed due to it's drought tolerant nature that requires much less water. In addition to manual watering by the Homeowner, ***** turf is much different than the St. ********* installed at the front of the property, and requires different fertilization and weed control. It's very difficult for Bahia to achieve the same aesthetic as **********************, which is why it's installed at the rear of the property.
Even though Neal Communities informed Mr. ********* of the nature of ***** and it's standard of care, his rear yard was completely replaced in June of this year as a **************** effort. Additional soil was applied, turf rolled, and fertilized. The attached photos were taken during a follow up visit on August 2nd. During this visit, Neal Communities was very pleased with the condition of the Bahia turf following the grow-in period and again explained the steps necessary to maintain Bahia turf.

Customer Answer
Date: 12/13/2024

Complaint: 22636412

I am rejecting this response because:
I am comparing my yard to the 2 homes next door, which have never been watered, and are in much better condition than the picture I sent.
The pictures they sent are not of my yard.

Sincerely,

******* *********
Business Response
Date: 12/17/2024
Dear Homeowner,
We attempted to explain Sarasotas 2050 plan for irrigation (which is not in our control), as well as the nature of Bahia turf, and we also performed a courtesy fertilization for you. Further, even after refusal to water it in, we did spend $6k replacing the entire back yard for you. Unfortunately, the new yard was killed because it was not watered as recommended, and ultimately that is under the homeowner's control. I understand you rather not pay for the watering, but there isn't much more we can do in this situation.
Kind Regards,
Customer Answer
Date: 12/18/2024

Complaint: 22636412

I am rejecting this response because:
**** insists on blaming me for not watering. The yards on either side of me are in good condition, they were installed around the time of my yard, these yards next to me were never watered. **** needs to admit they installed dead sod and thus I have a yard in bad condition. Until they stop with the water excuse for their poor workmanship I will not stop pursuing a remedy. Pls ask them why with no water the yards next to mine are in acceptable condo.

Sincerely,

******* *********
Initial Complaint
Date:11/04/2024
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.
Since purchasing our home in October, 2023, almost 100 warranty work orders were issued for our home, 2 (two) issues are unresolved. Of the 100 work orders, 3 pertained to the PAVERS, this still remains an issue. The driveway pavers are TILTING at the edge and the WALKWAY pavers have formed a concave basin as well as other pavers that are constantly damp. My conclusion is that the base foundation was was not laid properly. The ******************* maintains that my property retains water. However, I am on the 3rd (third) lawn installation because of a *************. Downspout Issue: The ******************* told me that my Downspout "might be contributing to the problem, due to directing water onto the pavers". Again, if the pavers were installed correctly with the correct pitch, there would be no issue. The ******************* has said this is not a design issue, it is my responsibility to correct the downspout. This should not be my responsibility.I am requesting that these issues be resolved.
Business Response
Date: 12/02/2024
Dear Homeowner,
Unfortunately, over time, soil is prone to settling, which may have been what is causing the concern you have on your pavers. While this would not usually be a warrantable item, our representative has been in contact to try and remedy the issue. Decorative Pavers went out and reviewed the area the week before last and they were scheduled on the 25th to clean the pavers and determine if there is a low spot and repair as needed. Thank you.
Customer Answer
Date: 12/05/2024

Complaint: 22510438

I am rejecting this response because
Decorative pavers did come out to clean the area in question, however we are unable to reach them to obtain a report on their findings.We have tried more than once. Thank you ******** ******

Sincerely,

******** ******
Business Response
Date: 12/12/2024
Neal Communities has directed Decorative Pavers to make the necessary adjustments to resolve any ponding and promote proper drainage from the lead-walk.
Customer Answer
Date: 12/17/2024

Complaint: 22510438

I am rejecting this response because:
The resolution discusses ponding and proper drainage from the lead-walk. In addition the pavers on either side of the driveway need to be repaired - as water ponds there as well.

Sincerely,

******** ******
Business Response
Date: 12/18/2024
Warranty is actively working with the vendor Decorative to schedule a visit with the homeowner.
Customer Answer
Date: 12/20/2024

Better Business Bureau:

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

Sincerely,

******** ******
Initial Complaint
Date:10/22/2024
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 purchased a brand new home and closed on 9/30/24. On 10/2/24 I attempted to make my first meal in my new home. To my surprise, my oven did not function and was giving me an error code of F350. I tried troubleshooting, I reset the breaker to home as instructed by ** online, but nothing worked. I tried to reach out to ** the very next day and the phone rings but no one answers. After 2 days of this, on 10/5/24 I reached out to the builder and was told there is nothing they can do, as it is now an issue with GE. This is a brand new home. With supposedly, brand new appliances! It is now 10/19/24 and I still have no resolution and still have a broken oven. It was insinuated that a repair company would come out to repair my oven. This is absolutely not acceptable. I paid a lot of money for a brand new home, and at the very least, GE, if not the builder should be replacing my range/oven with a brand new identical or better option. If I made my purchase at Lowes or **********, I would not be met with this level of unprofessionalism.
Business Response
Date: 10/24/2024
Thank you for reaching out. Our executive team has been in contact to help resolve the issues that you have brought to our attention. If you have any further questions, please reach out directly to our team.
Customer Answer
Date: 10/25/2024

Better Business Bureau:

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

Sincerely,

******** *******
Initial Complaint
Date:10/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My home was built by Neal communities. We have not moved in yet and are seeking a refund because the floor was severely cracked during construction. I was told that it was industry standard to drive a fork truck loaded with block on a newly poured concrete floor. I too was told that if I did not close I would lose my deposit. Against my better judgement I closed on 7/16/24 The home is at 349 ****** in ******* Development. The floor in the bathroom already has hair line cracks in the tile. Also the roof leaks in the corner of the garage. What a mess. When will this nonsense stop?
Business Response
Date: 10/28/2024
Dear Mr. ********************* issue has been addressed and we trust that you are satisfied with the result.Please reach out directly to us if you have any additional questions. Please feel free to reach back out to our executive team if you have any future concerns.
Initial Complaint
Date:09/30/2024
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.
Neal Communities has not completed finishing my home since its closing date of April 2023. There are several items that need attention including mold, leaks, flooding that were mentioned well over a year ago to correct that have not been. My home has been in a constant state of construction making it unlivable and effecting my quality of living.
Business Response
Date: 10/30/2024
Mr. ******* we apologize for the delay in responding here. We researched the status with our Warranty team and it looks like things are progressing. Our **** were actually at the house again yesterday. The house has had a bit of work done and the repair work is not yet finished. We recognize that it has been a slower process than desired. Unfortunately the storms also interrupted the work which also delayed us. The team is diligently working on the repairs and we believe we are in the final stretch. We do want take care of things and have you as a happy homeowner. Thank you for your understanding and patience.
Initial Complaint
Date:09/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Every single trade that worked on my newly built house is complicit regarding poor workmanship. The home builder does not hold their sub-contractors accountable. Examples: Tile flooring damage and tile misalignment in two rooms. Tile shower floor complete replacement. Carpeting in two rooms were damaged. Water heater damage. Eight windows were found severely scratched, kitchen cabinetry damage, master bath cabinetry misaligned and damaged, bathtub chipped and scratched, sliding glass doors scratched and dented, AC air handler failures, all interior and exterior doors were replaced due to misalignment and damage, water intrusion through the roof and floor, electrical issues throughout the house. Garage door crumpling. THESE ARE JUST A FEW OF THE 180 ISSUES that have plagued this house. It is apparent that the construction managers do not have the bandwidth to wear a quality control hat, in fact they missed many of the additional options that we paid for at the design center as well as standard design criteria. Regarding the workforce they send to repair the house, be prepared for the repairs to be highly iterative, meaning it will take multiple attempts to repair a single issue due to the incompetent contract workforce that the builder utilizes. The builder has very little control over their contractors and often times the workers fail to show up on the agreed upon date and time. The builder installed an old *****, dented and dirty stove in order to receive an Occupancy Certificate. My house should not have been deemed ready to close! The home builders OWNER visited my home and said, "We will continue to repair your house until I tell him to stop". This was a bold face lie. Unresolved issues remain; however, the builder refuses to respond. The builders last response to me was "Due to past experiences we are not able to perform any work at your premises at this time." I have since sent multiple warranty request emails to the builder and have yet to receive a response.
Business Response
Date: 10/29/2024
After working to remedy the issues brought forth by ********* (homeowner), and completing some of that work, the homeowner refused further service from our workers, posing concerning challenges for some individuals, both inside and outside the company. While we would have liked to complete the work we set out to do, we cant compromise the safety of our employees and vendors and thus were forced to close the book on this complaint.
Customer Answer
Date: 11/04/2024

Complaint: 22294404

I am rejecting this response because: I did not refuse services from the builders' workers. In fact, I have repeatedly requested that the builder fix the remaining construction issues. The builder, as always continues to find ways to undercut their warranty promises. The builder, Neal Communities answers warranty service requests in sequential fashion, first they ignore you, then after months of homeowners repeatedly calling them and sending emails, they then send incompetent unqualified workers that attempt to remedy an issue; however, the repair is always much less than desirable thus the repair needs to be re-worked numerous times. This process of ignoring homeowners request for warranty services is baked into their operating model. Many homeowners just give up and take care of the construction issues themselves. This is exactly what the builder wants in order to save money. *** ****, the owner of the builder, Neal Communities came to my house and promised me that they will continue to repair my house until I tell them to stop. He lied! He lied just like his employees lie to customers and homeowners. There was only one employee that we demanded not return to my house. That employee was a warranty representative who entered our house without knocking on the door or ringing the doorbell. He started my wife, as you can imagine. My wife said to him what the h*** are you doing and his reply was the door was unlocked so I came in. The builder has other warranty representatives that they could assign to my home; however, they chose not to assign anyone and then lay the blame on the homeowner for refusing services. A few of the service vendors that the builder utilizes were aggressive when questioned by the homeowner regarding repair process and materials used. As an example, the garage door repair person was ready to fight me because I was asking questions. I was asking questions because it took SEVEN attempts to finally resolve the garage door issues. Notice that the builder Neal Communities says nothing about the homeowner's safety, rather they use their employee's safety as a reason not to honor their warranty commitments.

Sincerely,

******* ******
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.
I purchased my home from Neal Communities on April 27, 2022. I purchased the home for $497,142.00. I watched the home be built during covid. There were many delays because of shortage of workers and supplies. On September 20, 2021, The home was framed out for concrete pouring. Concrete was poured between September 21 and 26th. On September 26th the foundation had been poured and was already starting to cure. On November 4, 2021, pallets of block were placed on top of the curing foundation. I thought this was weird because it takes a period of time to cure a foundation. They also drove all over the foundation with a forklift. It was clear to me that this was not a good thing. I went around and took pictures of all the foundation cracks that were all over the foundation. I texted my builder and attached those pictures. He told me that was normal settlement and not to worry. Fast forward to August 6, 2024, I was advised by my spouse that there was a wet spot in our carpet in our den. She located it under a plastic mat which was under an office chair. I came home and felt the wet carpet. The ceiling was not showing any signs of water damage and because this was under a hard plastic floor covering it might had come from the floor. I cut the rug and found that the padding for the carpet was wet. Underneath that is the foundation which showed what i had feared. A very large crack in the foundation. We just recently had a tropical storm come close to our shore here and dropped a tremedous amount of rain. I had looked at our warranty with Neal Communities and there is a ten year warranty on the foundation. I sent them an email about the issue and they declined to honor their warranty. They claim the storm caused this without even coming out to look. I advised that I have pictures of these same cracks before the floor was put down so the storm should not have caused this had the cracks had been corrected. They have since not responded to me.
Business Response
Date: 08/19/2024
Dear Homeowner,
Thank you for reaching out to us. Oftentimes we have found that storms like the one we just recently experienced, with a lot of wind-driven rain to the home, will indeed push water through exterior cracking that may have developed over time.Wind-driven water can be pushed through these cracks, into the center of the block wall, and falling to the floor below. As with anything else, over time,there are maintenance requirements for paint and stucco to prevents areas for the water to make its way to the block and the home. We encourage all homeowners to periodically review the exterior of their homes, to ensure this doesn't happen.
However,we would not want to ignore your concerns and we will be sending someone from our warranty department to assess the water issue you referenced in your message. If there are any actual structural issues with the slab, we would look to address those immediately.
Thank you again for contacting us and for being a valued **** homeowner.
Sincerely,
Neal Communities
Initial Complaint
Date:07/03/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We built a home through Neal Communities and closed in March 2021. We have had several issues that **** has addressed through the warranty however they have not replaced a sliding door that was damaged when installed. In Spring 2022, **** sent Diamond Glass to look at the sliding door and they reported back to **** that it needed to be replaced. **** notified us of *************'s recommendation on 6/28/22. Diamond Glass was sent back two additional times to look at the door and both times said it needed to be replaced. We have continued to reach out to **** and they have not replaced the door and at one point told us our 3 year warranty had expired even though we have emails documenting they were notified and Diamond Glass recommended replacement well before the 3 year warranty expired.
Business Response
Date: 07/03/2024
Dear homeowner,
This home closed in March of 2021. We were notified of the cosmetic defect in Spring of 2022, 1 year post settlement. In accordance with our warranty guide and customer standards, we informed you this cosmetic defect would not be covered, and offered to replace the parts at your cost. This was then left alone, and the replacement was not pursues further.
Then, in March/April of 2024 we had transferred in a new warranty representative to the community, and these cosmetic concerns were brought up again, asking to be replaced under warranty, to which said no again, per our policy.

The complaint in BBB comments, that Diamond Glass recommended that the parts needed to be replaced. This is a true statement, the only way to rectify the cosmetic issue would be to replace the affected parts,adjustment or a touch up is not a feasible cosmetic solution. We want to reinforce that, function and design of the slider glass doors are 100% not impacted,its clearly a cosmetic concern, upon inspection.

In an effort to find common ground, and go above and beyond for our ******************************** via Diamond Glass will reach out to you, and arrange to have the parts replaced at no expense.

Thanks,
Neal Communities South
Customer Answer
Date: 07/09/2024

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. I will follow up when the work is completed to close out this complaint.

Sincerely,

*****************
Initial Complaint
Date:05/29/2024
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 sent multiple emails to ****************************************** with inspection results and outstanding items to be completed after the purchase of a new home. Some employees respond by saying X person will contact us but time passes and nobody does. Most of the time nobody answers the email. Nobody wants to coordinate the work. They just don't want to honor the warranty. It's been 8 months and they do not want to complete the work. I had an entire broken open wall for months that I was begging for them to please complete. This situation is super frustrating and unacceptable. On 05/03 they sent a letter to all residents recognizing that they had "challenges the past several years" but I still don't see anybody repairing or calling us to coordinate some of the items on the inspection list. I should not be wasting my time running around asking for something that I already paid. I paid the full price not 3/4 of it.
Business Response
Date: 06/14/2024
Dear **********************:

As we have discussed directly, we will have all of your concerns addressed by the end of this month.Should you have any additional concerns, please feel free to reach out directly to me moving forward.

Sincerely,

***********************
Director of Warranty

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Neal Communities, Inc. is NOT a BBB Accredited Business.