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:07/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an escalation for Celebrity Homes Warranty department. New sod was installed to our house just recently.
  
  When the ploughing was done to remove the weeds, we kept following up with warranty team to get the sod installed. We informed them that we would be out of country for a month and requested them to have it installed before we left. They were never cordial during those discussions,
  Then as expected they installed sod almost after a month after the ploughing was done and when we were out of country. The issue is that when the sod was being put, the existing weed was not removed. They put the sod on top of all the weed. Also in our backyard, we can literally see the soggy mud. How do they expect us to step outside and get back in this condition? We sent them emails asking to replace the sod. But they talk about no warranty for sod option. But for the terrible service they have done with our sod installation, we would like them to replace the current sod. We would like to escalate this, as this is terrible service they are providing to new homecomers.

  

  Business Response

  Date: 07/15/2024

  Celebrity Homes regraded the yard prior to placement of new sod.   

  At time of Move-In Orientation and Closing, New Homeowner is instructed to water sod immediately after it is placed, within 24 hours.  It is also understood that sod is not warranted.  As it is difficult to warrant something that immediately requires homeowner maintenance and care.

  It was unfortunate that the homeowner was away for a month.  We tried to accommodate as best we could but scheduling of materials and labor required us to regrade and lay the sod accordingly.  Pictured weeds are due to poor maintenance. 

  In addition, a Celebrity Home employee made an effort to instruct someone on the property how to turn on the water to assure the sod would not "burn up".

  The issues the homeowner noted are strictly due to neglect by the homeowner not properly watering and treating their new lawn.  At time of Purchase Agreement and Closing The homeowner was given a Homeowner's Maintenance Book and Extended Warranty information.   Below is a direct page from the Homeowner's Maintenance Book:

   

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

  Water appropriately to ensure the root system becomes established,
  maintain your yard properly including mowing at least weekly during the growing seasons,
  always maintaining proper drainage to prevent water leaks or standing water.
  

  Warranty for 1st year:

  No warranty after owners closed on their new home. It is owner’s
  responsibility to maintain their new yard.
  

  After 1st year:

  No warranty

• Initial Complaint

  Date:06/27/2024

  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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When I found out from your Celebrity walk through employee that some people here in the neighborhood have been waiting 4 months for the same problems, I took the job of digging up my buried sprinkler heads and then wheel barreling many loads of dirt to raise up my foundation all around the house myself. I was afraid of water entering my basement. Then re-sodding. Many hard days worth. So I want some renumeration of $3,000 to cover my expenses and labor. Where can I send the bill? 
  
  
  
  Sincerely,
  
  
  
  ***** ******fix everything and he said “I’m so sorry sir, but some people in your neighborhood have been waiting FOUR MONTHS! I said that was not acceptable even though I understand how we have had such a wet couple of months. Meanwhile I can’t mow the sunken grass around the house, my sprinklers are so sunken they flood the low spots. With the rain I’m worried about water in our basement. There seems to be plenty of workers building these new homes out here. Every day there is a new one being put up, but they I see none of them coming back to address these issues with us existing homes out here. I see many other homes with the same issues I have. I just want them to give us the home they promised us.

  

  Business Response

  Date: 07/09/2024

  Celebrity Homes acknowledges that soil settling around the
  foundation was agreed to be remedied at time of Welcome Home Orientation. (as noted
  on attached Move-In Orientation List) We apologize for delays in getting
  to the property and correcting the issues. 
  
  After the orientation, work orders were sent to all vendors/suppliers
  involved in the work.  Unfortunately, as
  described in the homeowner’s statement, there are numerous issues to address using
  numerous vendors. 
  
  It is always our intent to complete noted items on
  Orientation Lists within 30 days, however, due to weather events such as
  saturating rain and tornadoes we have been delayed in completing such
  projects. 
  
  Construction/Warranty has confirmed that noted items have
  been disbursed to our vendors/suppliers and we anticipate work to be completed
  soon. (Weather permitting)

  

  Business Response

  Date: 07/11/2024

  Please find response attached.   Moving forward, Celebrity Homes will communicate with Homeowner as agreed upon in Purchase Agreement, 10-1-23

  Thanking you,

  ***** ******** Broker

• Initial Complaint

  Date:05/22/2024

  Type:Order 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 our Celebrity Home May of 2023. We have had significant issues with drainage in our backyard from other homes that have been built behind our property. Our home sits on the bottom of a hill and have experienced unnecessary runoff from the new builds behind our home. Currently, there are two new builds directly behind our property and have significant amount of mud flow that has covered 3/4 of our backyard. The mud has flowed under our established fence, ruining all the sod, sprinkler heads (which are completely covered in 5 inches of mud), landscaping and hardscaping. One panel of our fence is bowed due to several inches of mud pushing against the fence. Our sod was put in July of 2023 and a fence in the same month and year.
  
  The new builds behind our property were newly graded with soft soil. Though we cannot help mother nature, no measures were taken to prevent damage to established homes and yards. A black fabric temp fence had been placed along the new build site, however, heavy machinery has ripped most of it down. No drains, no sandbags, no hay bales were used to prevent the damage to our yard and fence.
  
  We have 5 inches of mud extending 16 feet from our fence line into the middle of our yard. Our side yard also is covered in mud and trash (gloves, water bottles, nails) from the new build site.
  
  I have emailed the Celebrity Homes representative and warranty department three times in the past week (5/13/24) to discuss a resolution and fix but with no responses as of 5/22/2024.
  
  I have several pictures and videos of the damage.

  

  Business Response

  Date: 05/22/2024

  Homeowner sent me an email the day prior to filing noted complaint.  After her email, prior to her complaint, our Warranty / Construction Teams were contacted to remedy.   I did email the homeowner and informed her that the following process was already underway.   

  Repair existing “mud
  fence”
  Review sod damage
  Order and replace needed
  sod placement
  
  The homeowner's complaint noted that no effort was used to manage run off from job site behind her home, then mentions that fencing was placed.   While incorrect about nothing being done to protect her yard, she did mention that Fencing was placed.  With the severe Weather Events of the past few weeks, admittedly, it has been difficult to manage containment in the Omaha and surrounding areas.   At this time our teams are addressing “mud fence” placement and repairs. 
  Crews were out as recently as of today.
  
  I have also encouraged the homeowner to contact our Warranty Dept directly to address such issues.  They truly wish to help and assist her.

• Initial Complaint

  Date:02/27/2024

  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.

   
  
  Complaint: 21342883
  
  
  
  I am rejecting this response because: Again, I would like this complaint to remain open until the job has been done to my satisfaction. At this point, I am willing to go to arbitration with Celebrity Home regarding this work order. 
  
  
  
  Sincerely,
  
  
  
  ***** ******d C.H. for an update and did not receive a response
  
  August 12, 2023, I asked for another update and no response.
  
  August 13, 2023, I asked if I was supposed to resod the area myself and I received an email saying "No we will sod it".
  
  September 13, 2023, I asked for another update when it will be done and they responded "After they fix the settlement they will resod it".
  
  September 25, 2023, ***. emailed me saying they are waiting for the houses behind me to be built before they continue work.
  
  December 10, 2023, I asked **** for an update since the house behind me were completed the month before. I was told I was on the list and they will take care of it soon.
  
  January 4, 2024, I asked **** for an update and they told me they were waiting for the ground this time to be hard before they can continue work.
  
  February 15, 2024, I emailed both C.H. and **** for an update and I did not get a response.
  
  February 23, 2024, I emailed both C.H. and ***. again and no response from them.

  

  Business Response

  Date: 03/06/2024

  After meeting with our Warranty Team I confirmed that as soon as sod placement resumes, homebuyers sod will be placed immediately.

  We apologize for this delay,

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

   

  

  Business Response

  Date: 03/26/2024

  Per earlier response:

  After meeting with our Warranty Team I confirmed that as soon as sod placement resumes, homebuyers sod will be placed immediately.
  We apologize for this delay,
  

  Furthermore, both parties agreed, at time of purchase agreement, to resolve any warranty disputes through specific arbitration.  Celebrity Homes is only responding to this BBB Complaint as a courtesy to the homeowner.  Future responses will be either directly with homeowner or through arbitration. 

  Again, we apologize for delays in getting these issues finalized and will finalize as soon as weather permits.  We anticipate that our vendor will begin cutting and placing sod early next week. 

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

   

• Initial Complaint

  Date:05/30/2023

  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.

  
  
  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,
  
  
  
  Robert ******** twice on the dryer alone within first 3 months), unfinished deck (not sanded or sealed), still have no exterior paint, no sod/grass, no sprinkler system, have gotten multiple nails in tires during construction of other homes on our street, can't hear the doorbell ring upstairs, pour water pressure, garage door is already loud/squeaky, gaps in roofing, nails left all over roof, no sidewalks layed yet, paint splatters on floors and cabinets. There is a reason these houses go up so fast. They are not built to last. Way overpriced for what you get. No accountability from corporate. They threaten you not to watch the work being done on your house, they threaten you not to leave bad reviews, they try to get out of fixing anything. Their areas of new construction have signs saying video surveillance but there is none and their houses are constantly broken into (even by their own contractors who steal), no space between neighbors. The list goes on and on. They do not let me list all the probl

  

  Business Response

  Date: 05/30/2023

  Mr ******** closed on his new home in December, 2022.  While he may have copy of agreed upon
  purchase agreement, I have attached a copy for his convenience.  I have also noted links to our website where he can find:  Celebrity
  Homes 2-10 HBW Program AND Warranty/Home Owner’s Manual for his files.  (Both were previously sent to Mr ******** and
  are available on our website)

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

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

  Mr ******** has correctly submitted numerous warranty
  concerns to Celebrity Homes during the first 5 months he has been in his home.  All have been addressed and remedied.  Pursuant to purchase agreement AND 2-10 HBW
  Program, both Mr ******** and Celebrity Homes have agreed to arbitrate any
  issues that the other party believes is not resolved.  If Mr ******** believes submitted issues need
  to be resolved beyond how Celebrity Homes has corrected them, he needs to begin
  arbitration.  Again, as both parties have
  agreed.
  
  However, I will address Mr ********** most recent
  concerns:  CRACKS IN THE POURED CONCRETE:  As disclosed in Purchase Agreement, 2-10 HBW
  Program, and Warranty/Home Owner’s Manual, Concrete does and will crack.  The submitted pictures of hairline cracks are
  not uncommon and are typically caulked and sealed by the homeowner. (if even
  that)  NAILS POPPING:  This is a common occurrence with new homes
  and is addressed in our warranty program. 
  Mr ******** is welcomed to submit these nail pops to our Warranty Team
  so we can get them addressed.  FUSE POPPING
  WHEN RUNNING MICROWAVE AND OVEN TOGETHER. 
  This occurrence may be due to an incorrect “mother board” on either the
  microwave or oven.  Warranty Team is
  trying to verify with **.  However, ** is
  usually in contact with homeowner in an effort to remedy.  DRYWALL/PAINT IS TERRIBLE ALL AROUND.  We received a Warranty Request for a few
  locations Mr ******** had identified earlier. 
  RANDOM BOARDS LEFT OUT OF PLACE:  We
  are uncertain what Mr ******** is referring to with this description.   WRONG HANDRAIL AND LIGHT FIXTURES:  These were issues that have been
  resolved.  CARPET IS SUBPAR:  We have had numerous comments about our floor
  coverings over the years, not many where home owners have said, “it is already
  uncomfortable to lay on”.  MISSING STUDS:  As are all of our homes, Inspection was completed
  after framing by municipality.  Pursuant
  to purchase agreement, home is built and inspected pursuant to all local
  building codes.   NO INSULATION ABOVE
  GARAGE:  The space above the garage in this
  design is not a livable space, nor is the garage.   Blown insulation is not placed at this
  location, however, vertical insulation is placed at living spaces. TRASH AND
  DEBRIS:   Celebrity Homes makes great
  attempts to secure clean and safe jobsites. 
  It is regrettable that too often strong winds occur blowing debris and dust
  into communities.  We truly do our best to
  contain and manage those situations. 
  
  The remaining issues Mr ******** notes has nothing to do
  with his initial complaint, “repair issues”. 
  He does address not receiving many of his exterior items on his
  home.  I would encourage him to review our agreed upon Escrow Agreement.  While I can
  understand his frustrations pertaining these items, we are truly at the mercy
  of the weather.  It has just been the
  past 3 weeks that we have been able to truly get crews out to finalize these
  projects.  (wind has been the biggest
  issue) 

  Despite Mr ********** concerns, we truly hope he will enjoy his new home.  He lives in one of the most sought after communities in ***** with some GREAT neighbors..... and more to come!

• Initial Complaint

  Date:04/18/2023

  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 recently moved into our new home at the end of 2022. We have had a ton of issues since then, including trying to get any help from celebrity corporate. Some house issues include: cracks in the poured concrete (refused to fix), nails popping out everywhere, constant fuse popping when run microwave and oven together, drywall/paint is terrible all around, random boards on side of house left out of place, wrong light fixture color and handrails (had to argue with them to fix it), carpet is subpar even upgraded (already uncomfortable to lay on), missing studs, no insulation above garage or in attic crawl space (that you have to do yourself), trash every outside after the building process (I mean everywhere), things shoved down the vents, **** filled gatorade bottles left in the basement, drafty windows not sealed/set properly, waterlines ran in an awkward way (not as advertised in their models), the whole floor shakes when you walk, cheap appliances (have had multiple work orders put in, twice on the dryer alone within first 3 months), unfinished deck (not sanded or sealed), still have no exterior paint, no sod/grass, no sprinkler system, have gotten multiple nails in tires during construction of other homes on our street, can't hear the doorbell ring upstairs, pour water pressure, garage door is already loud/squeaky, gaps in roofing, nails left all over roof, no sidewalks layed yet, paint splatters on floors and cabinets. There is a reason these houses go up so fast. They are not built to last. Way overpriced for what you get. No accountability from corporate. They threaten you not to watch the work being done on your house, they threaten you not to leave bad reviews, they try to get out of fixing anything. Their areas of new construction have signs saying video surveillance but there is none and their houses are constantly broken into (even by their own contractors who steal), no space between neighbors. The list goes on and on.

  

  Business Response

  Date: 04/18/2023

  As demonstrated in attached documents, Celebrity Homes has not entered into a purchase agreement or post closing agreement(s) with Amber ******.   

  I would be happy to directly speak with our contracted home buyer regarding his concerns.  He can reach me at ************.

  Seemingly, all of Ms ****** issues were either disclosed at time of purchase agreement, which she was not partied to, or remedied by agreed upon arbitration.  

  Celebrity Homes has been building New Homes for our customers for nearly 50 years.  We take great pride in our homes and our service to our homeowners.   Again, if the homeowner would like to contact me, I would be happy to address any issues he may have.

   

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service 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.

  Never received any response from the numerous emails and phone calls left to handle our warranty issues we had within the first year of living in our home. Multiple items left untouched were mold in leaky windows, concrete ADA issues, broken shower inserts, malfunctioning water heater, incorrect design according to drawings, incorrect products installed and the list goes on and on

  

  Business Response

  Date: 03/09/2023

  Homeowner Purchased New Home 11-25-2019.   Closed on New Home 7-27-2020.

  Regarding Garage Door Hardware placed, ******** *** pictures of Homeowner's Home - Former Model Home -  Front Elevation of Plan of Homeowner's Design.   While the Front Elevation of Plan depicts hardware placement as Homeowner describes, builder & trades adjusted Garage Door Hardware accordingly, as depicted in Former Model Home Picture.   At time of Purchase Agreement, dated 11-25-2019, Seller disclosed to buyer, "CONSTRUCTION CLAUSE: ..... Buyer hereby acknowledges that differences in applicable local building codes and differences in individual subcontractor construction techniques may result in variation ins the construction of each home built...... Final inspection and approval by FHA/VA or lender shall constitute certification of completion of the improvements in substantial conformity with the applicable plans, specifications and property standards."

  Regarding Concrete ADA issues.  As best we can tell, the Homeowner is referring to the location where Garage floor meets the Driveway.  Celebrity Homes has explained to the Homeowner on numerous occasions that we, as well as other home builders, have a "floating driveway".  Meaning, in the winter months with hard freezes, the driveway may rise to be the same elevation as the garage.  In the months where there is not frost, the driveway is below the garage elevation.  In this way, moisture is kept from running into the garage from the driveway.  

  Regarding comments about the Homeowner's new home being ADA compliant.  In reviewing noted purchase agreement, we never noted or mentioned the home is ADA compliant or meets certain ADA "issues". 

  Regarding "Mold and Leaky Windows".  ******** *** ALL of the submitted warranty items that the Homeowner has submitted.  There is never a mention to us regarding "mold and leaky windows" perhaps he has submitted something to the manufacturer?

  Regarding "broken shower inserts" and "malfunctioning water heater", AGAIN,   ******** *** ALL of the submitted warranty items that the Homeowner has submitted.  There is never a mention to us regarding  these items, perhaps he has submitted something to the manufacturer?

  As a courtesy to our Customer / Homeowner, we are re-verifying that all work-orders disbursed by us have been finalized.

  Finally, the buyer and seller at time of purchase agreement, 11-25-2019, agreed to terms of ARBITRATION to settle any claims or disputes.  "ARBITRATION AGREEMENT:  Any and all claims between Seller, Buyer(s), HBW and/or Warranty Insurer arising from or relating to the Warrant, the subject home, including the real property on which it is situated, or to the sale of the home, shall be submitted to binding arbitration pursuant to the Federal Arbitration Act (9 U.S.C. 1-16), with your choice of three different arbitration services...."  We strongly recommend that the buyer, if they further believe that we have not conducted ourselves in a contractual manner, remedy their complaint as both parties had agreed.