Complaints

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:10/21/2024

  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 wife and I had signed a contract for the purchase of Lot ** ** *** ****** ***** subdivision. The purchase of which was contingent on the sale of our current home. We had placed an earnest money deposit of $5000.00 and an upgrade deposit of $7797.00. When we were unable to sell our house our contract was terminated. We received our $5000.00 earnest money deposit back without issue. We requested the return of our build deposit but Hughston homes refused to return it due to "the level of customization" (which was not much) may make the home difficult to sell. They then raised the sale price by almost $6000.00 and proceeded to sell the home within 3 weeks.

  Business Response

  Date: 10/22/2024

  When designing a home, buyers have the option to select optional
  add-ons in which they must put down a 50% deposit. Since these add-ons are optional,
  buyers are aware that the appraiser may not give them value, in such case the
  nonrefundable deposit is used to compensate for the difference in value. These
  upgrades add additional financial exposure to the builder which the company
  must mitigate with these upgrade deposits.  In some instances, homes sell
  quickly, and in others it takes longer.  In these situations, interest on
  the construction loan accrues daily, costing the builder a substantial amount
  of money. The potential buyers chose to add optional items to their home and
  agreed to pay a nonrefundable deposit for them.  
  
  Please see attachment from page 4 section 12 of the purchase and
  sale agreement, it explicitly states: As part of the Seller’s construction of
  the Home, Buyer has selected certain upgrades to the Home from a list provided
  by Seller. In consideration for such upgrades, Buyer will pay a construction
  deposit (“Nonrefundable Option Money”) to Seller. Buyer acknowledges that the
  Nonrefundable Option Money is being provided as consideration for extra costs
  incurred by Seller in providing the selected upgrades and that the
  Nonrefundable Option Money will not be considered a part of the Earnest Money
  and will not be refunded to Buyer except as provided in this Agreement.  
  
  Also, attached is the signed mutual agreement to terminate the
  contract. 

  Customer Answer

  Date: 10/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you sold the home without loss to yourself or your business and pocketed almost an extra $14,000 dollars by increasing the price of the home AND keeping our deposit. The home was listed for less than 2 weeks. We had verbally requested to see if we could have a partial refund and we're told "due to the design choices it might take a while to sell so we can't help". It sold very quickly and no money was lost by your company. Making an extra $8000 off of someone for literally nothing is the issue at hand. You would have still made more money on the sale of this home than we had gone under contract for if you refunded this amount. 
  
  
  
  Sincerely,
  
  
  
  ******** **********

  Business Response

  Date: 10/25/2024

  The
  purchase agreement and termination are independent from any action that
  precedes it. 

  Customer Answer

  Date: 10/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: regardless of what precedes you state you only collect 50% of upgrades in case the house does not appraise and then give it back at closing if it does. It obviously appraised for more than the original contract price even though we were not the ones to purchase the home. There is no need for you to keep our money when you did not lose any money in the process as you would have given that money back had we been able to close. 
  
  
  
  Sincerely,
  
  
  
  ******** **********

• Initial Complaint

  Date:06/23/2023

  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 purchased our home from Hughston in **** 2022. From the start we have had standing water in the the back yard. Initially they blamed our use of sprinklers and turned them off at the road without telling us. After several months they finally got a landscaper to work on drainage but it helped for only a few weeks. The standing water and erosion has left our back fence at jeopardy of falling down an embankment. The water accumulates along the back concrete slab, eroding the foundation. The slab was cracked initially prior to our moving in by one of the subcontractors, 2 extra inches of concrete were poor over the top to try and fix this but it quickly cracked again. Due to erosion and standing water the slab has continue to crack, getting worse by the day. Our outdoor fireplace is falling apart due to the lack of proper support from the concrete slab. The columns are pulling away from the roof and roofline is leaning due to lack of proper concrete foundation. Hughston was made aware of worsening cracks and erosion in February but it took 6 weeks for them to get anyone to look at it. It took another 2 months before anyone came to repair the drainage. We are still waiting for them come fix the concrete and back patio, the entire roof is at jeopardy of collapsing. They have been telling me for the last month they are working on it but will not give me a date and won't return my emails. We cannot even use our back yard or patio for any purpose at this time. All this is in addition to never having some of our 30 day warranty items fixed.

  Business Response

  Date: 06/28/2023

  Hughston Homes
  has hired the company ********** *******, who began work on ******* **** **** concerning
  the issues listed by Mr. *****. 

  Customer Answer

  Date: 06/29/2023

  
  
  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:04/20/2023

  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.

  On ** **** **** I closed on my home. I paid the company almost $450,000 in loans and funds out if my account to build my home. After moving in there was significant damages identified during the 30 day inspection. Since July 2022 those items have still not been completed. When repair teams were sent out they either had the wrong materials or were given inaccurate information on what was needed. There were several times repair workers where sent to do repairs and due to a communication barrier I was not able to communicate with them effectively because I do not speak Spanish. The damage us my home range from vents not being connected, doors not installed properly too paint and grout issues. I've communicated with the company through emails and called and left messages. I regret purchasing a home from this company. I am active duty military and retiring this year and what was suppose to be my retirement home has been a nightmare. We can't settle in our home or hang pictures because of unfinished repairs that are needed. I've tried to work with the company to have my concerns addressed with little success.

  Business Response

  Date: 04/27/2023

  Hughston Homes is working with Mrs. ******* to set an
  appointment with our warranty supervisor to complete the remaining repairs on
  her home. Mrs. ******* was not available for this week, so we are looking into
  the week of *** ****

• Initial Complaint

  Date:04/05/2023

  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.

  Brought a house from Hughston home * *** ****, currently there are tons of issues with the house including an unserviceable dishwasher that never worked day one. I was told that I would have this issue resolved months ago and no action has been taken.

  Business Response

  Date: 04/11/2023

  Mr. & Mrs. ***** has been in communication with our customer care department concerning repairs needing to be completed in their home. The last communication customer care has from Mr. & Mrs. ***** is from Monday, ***** **** and they did not respond back (attachment provided). Hughston Homes does not warranty the appliances that come with the home because the appliances come with their own manufacturer warranty in which all homeowners are explained this at their final walk through. Customer care did submit a request in for service to the manufacturer and attachment has been uploaded of the correspondence. Unfortunately, the service will have to be provided by the manufacturer and customer care will continue to work with them to be sure Mr. & Mrs. ******* dishwasher issue is resolved. 

• Initial Complaint

  Date:01/03/2023

  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.

  We have had issue with our home since day 1. I have had a leaking in my home from the builder not butting a boat on the drain cap. I have had issue with the hvac system not work right which has cause me to have a hole in my ceiling for month. I have a ongoing since October due to a pop can be in my pipe. I still have issue with a toliet I was told that a plumber would be back out with a camera to look at it which never happen. I was also told that ***anta flooring would be calling to fix my tile that they gave mess up from install. I have had raw sewage back up into my home which no one from Houston home every had anyone clean up I had to clean up. This builder needs a f rating they make a lot of promises and never come thru. All I want is the supervisor to puck up a phone a call which never happens. They only want to email you. I paid 315,000 dollars for this home at some point it needs to be fix.

  Business Response

  Date: 01/11/2023

  Hughston Homes has been to this home for a few issues and
  has worked with Mr. & Mrs. ******* with repairs. Unfortunately, some
  repairs are not able to be completed right away and or appointments need to be
  rescheduled due to material delay and or homeowners’ schedules. There was a back
  up in the plumbing caused by a soda can being in the drain and Hughston Homes and
  subcontractor *** Plumbing acted immediately. *** Plumbing scheduled
  the repair right away and was prepared for all circumstances. Hughston Homes
  sent out ******* who inspected the back up and determined mitigation was not needed
  and a thorough ******** would be sufficient. Hughston Homes then had their professional
  cleaner, ***** ***** ********, go out same say and documentation is attached from
  Mrs. ******* letting us know the ******** went fine. There was a material delay
  in the tile needed for the flooring repair caused by the plumbing backup and Mr.
  & Mrs. ******* was made aware. Once the appointment was scheduled by *** Flooring
  to be completed Mr. & Mrs. ******* canceled due to being sick and the next
  scheduled appointment, *** Flooring failed to show up. The appointment was
  immediately rescheduled, and the tile work did get completed. After completion
  Mr. & Mrs. ******* noticed a few tiles were not sitting right and informed
  Hughston Homes. Hughston Homes sent a new work order to *** Flooring to have
  repaired. An appointment with our supervisor was made with Mr. & Mrs.
  ******* as they were not happy and had a few other items they wanted to be
  addressed. Carl, our supervisor, went out on ******* ******* *** and
  Hughston Homes is actively working repairs. Mr. & Mrs. ******* has been
  made aware of who will be reaching out for upcoming appointments. 

• Initial Complaint

  Date:12/25/2022

  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 should have known to walk away from a Hughston Homes house when we were lied to during our design appointment as the employee did not know their own policies. However, we didn't realize this was a major red flag for a home builder. Before moving into our house, we completed our first walk-through on ********. We noted a great deal of issues and documented them in the presence of our realtor, Hughston Homes' realtor, and the superintendent. Upon our final walk-through, on ********, we found that most of the issues addressed on the first walk-through were never addressed as promised. Needing to move in, we were promised that these issues would be handled within 30 days. Two years later we are still dealing with multiple issues that we have contacted Hughston Homes' warranty department about. We have reached out via phone & email with seriously delayed responses, if any. If we do receive any communication, it is months later. There have been multiple appointments made to address issues when no one showed up resulting in lost wages for us. We have attempted to contact the individual contractors who should be completing the work without any success on our end. We have had our realtor reach out to Hughston Homes without any success. Within two years Hughston Homes has had plenty of time to address these issues. The issues we are still dealing with include uneven subfloors resulting in flooring lifting up, hollow spots in the flooring, crooked and damaged cabinetry, an unfinished island, insufficient attic insulation, scratched mirrors in the bathrooms, door trim that is uneven and too short, front door which was installed improperly and noncompliant with the blue prints. We had a one year inspection completed and sent that list to Hughston Homes without any results. Our requests to the warranty department have been neglected for 2 years and there has been little to no effort to concede to our wishes to have a completed house. The builder needs to be held accountable.

  Business Response

  Date: 01/01/2023

  Hughston Homes is aware there are warrantable repairs
  remaining to be completed and apologies for the delay in scheduling. Please understand
  that while Hughston Homes tries to accommodate homeowners’ schedules however scheduling
  repairs for Saturday work is not feasible as Mr. & Mrs. ********l has requested
  in the past. Hughston Homes will be reaching out to Mr. & Mrs. ********l for
  dates they will be available for work to be completed with our warranty supervisor
  onsite. Once dates are confirmed Hughston Homes will schedule repairs and
  inform Mr. & Mrs. ********l of which subcontractors who will be completing
  the work and scheduled times.

• Initial Complaint

  Date:11/07/2022

  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.

  Would never recommend anyone to buy a house from Hughston Homes. They make all promises before closing but when the closing is done, they don't even listen to you. Issues are pending from Walkthrough of the house and pending issues are just carrying over day over day. We have now started to live in the house full of issues. The construction quality is very bad where flooring is just coming off. The 30 day walkthrough has been scheduled for after 60 days of closing and don't know when the contractors would be scheduled to get the work done. I think it would be a year program to resolve issues from Home Orientation and another year to resolve the 30-day warranty issues.
  Please never ever buy a house from Hughston Homes and get into their fake promises.

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/17) */
  Hughston Homes strives to schedule all 30-day appointments within in a timely manner however due to unforeseen circumstances sometimes they must be pushed out. Mr. ******** is scheduled to meet with Robert, our customer care manager, on Tuesday, November **** at 11:00. We did let Mr. ******** know that if we had any cancellations we would let him know and see if he is available.
  
  
  Consumer Response /* (3000, 7, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Why is the customer has to suffer in case you don't have enough manpower to keep to your commitments. It's just like the promises made by Hughston Homes are not kept. The 30 day walkthrough would happen after 60 days and then for the issues to get resolved we would have to wait 4-5 months. What a commitment from Hughston Homes. Wow...
  
  
  Business Response /* (4000, 9, 2022/11/29) */
  Like stated previously, your appointment to meet with our customer care manager is on Tuesday, November **** at 11:00. We will schedule your warrantable requests accordingly.