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:04/03/2025

  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.

  My late husband and I built a home through Regency in March 2023. Since moving in, we have had 2 major issues with our home. Regency declined to help us with either issue, even though it was a problem from building.
  1. The tile in both of our upstairs baths was installed very poorly. All of the grout was cracked in both the showers and floors. The shower of the secondary bath leaked into the basement and left water stains on the ceiling of the basement room. There were visible holes in the grout of both showers that caused the leaking. The grout cracks were first brought to Regency's attention shortly after we moved in. However, they stated we should wait until the year review to have them repaired. We did that, but the repair did not fix the problem. We had to hire a contractor to come in and replace the bath floors. As the tile was removed, our contactor could see that when it was laid, there was not enough glue used in installation to keep the tiles from moving. Simply replacing the grout would not have fixed it since the tiles were not secure. We had a temporary fix done on the leaking showers. (To save money), We will have to replace them in the next year, according to the contractor. $7000+ more due to showers.
  2. When the utility trench was dug in the front of our home, it was not backfilled and watered in as should have been done. The Regency representative himself told us at the year visit that the original trench was not watered in due to it being winter. As a result we had a huge hole in our front yard. This hole continued to wash away dirt and went under our drive. When Regency fixed it, they only addressed the yard hole. My husband asked ***** about the drive at our warranty visit. He assured us that Regency would take care of any damage to the drive. Less than a year later, our dive caved in. Our contractor said the the hole under the drive was a foot and a half deep. We had to have concrete removed and repoured. $3200

  

  Business Response

  Date: 04/10/2025

  April
  10, 2025
  
  
  Dear ***** ********* In response to you BBB communication please find:
  Issue
  #1. Improper installation of tile floors in both Bathrooms & shower leakage.
  Regency’s
  warranty manager and the tile installation company came out during the warranty
  period of your home to inspect the bathroom floor tile areas. They checked the bathroom
  floor system, floor joist spans and other areas to see that the floor was built
  per code and to the code’s normal deflection design standards. They found that the
  floor was built as designed.
  As you
  know they did find some grout cracking between the floor tiles and this was
  repaired. This is common with new construction. You can find more details in
  your homeowner’s manual. They did not see any loose tiles and none were pointed
  out to them. Regency Homes was not made aware of loose floor tiles until
  approximately 5 months after your warranty period ended. You decided to replace
  the floor tile with your own contractor whose opinion may be different than the
  national warranty standards the most homebuilders use.
  As for
  the leaking showers due to cracking grout, Regency Homes had its subcontractor re-grout
  the areas where cracking had occurred. We did know that the grout had cracked
  but we were never informed that there was leakage, until recently, long after
  your warranty had expired. Your one-year builders warranty ended in March 29th of 2024. Any grouting or caulking that is needed after that time is considered
  Homeowner’s maintenance responsibility.
  Issue
  #2.  Driveway concrete settling.
  We had our
  subcontractor backfill under the driveway concrete during the warranty period
  of your home and you were asked to inform us if the settling re-occurred - in
  the next 6-month period. We heard nothing from you so this work order closed
  out.  We were not informed of any re
  settling after the original repair. If we had known we would have re-opened the
  repair order and maybe the concrete replacement would have been avoided.
  For
  these reasons we do not feel that the reimbursement that you are requesting is
  warranted.
  We know
  that you have a beautiful home with an amazing lake view and it is unfortunate
  that these issues came up.
  
  Sincerely,
  
  ***** *******
  Operations
  Manager

  Customer Answer

  Date: 04/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Although the contractor came to "repair' the grout, it was not repaired and cracked immediately again.  The fact that the tile was unstable and continuing to crack had to be addressed.  The tile was not glued to the floor correctly.  It is not the fault of us, the buyer, that the tile was installed poorly.  The grout leak in the shower had been going on for a long time before we noticed the leak on the basement ceiling.  Again, it would not expected for a new shower to leak so much within the first year or two.  I do not see how you can refuse to address such an obvious problem in your construction.  

  There was no time limit given by ***** to my husband about the driveway issue.  You are incorrectly saying that you filled the hole under the drive.  The only thing you did was fill the hole in the yard.  There was a  large hole under the drive which collapsed. This also is not the fault of the buyer.  I feel you are being dishonest in not helping when ***** specifically told my husband he would.   How you can consider this "normal" is beyond me.  ***** specially told both **** and I that the contractor who dug the trench for our yard did not water it down.  This is an obvious problem with the construction that we did not cause.

  I continue to be very disappointed in Regency.  We assumed you were an upstanding company when we chose to build with you.  It is obvious that you only care about money.  Rather than your reputation in making things right with your customer.  These problems have cause a huge financial hardship for me, since my husband died unexpectedly.  I don't see how I am going to fix the shower leaking when it is not being addressed by the builder.  I had hoped you would do the right thing and assist me.  I don't care who replaces the 2 showers, perhaps you have a contractor that would do it a reduced cost for you.  I ask that you consider if you were in my shoes, what you would expect.  If you truly think about it that way, I am sure you would expect help as well.

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

  

  Business Response

  Date: 04/15/2025

  April
  15, 2025
  
  
  Dear ****** 
  To help
  us better evaluate both issues please respond back with pictures of where
  exactly the showers are leaking and pictures of the settling under the driveway
  (before, during, and after replacement). 
  I am just looking for clarity.
   We have no written communications or memory of
  both these issues until months after your warranty had ended.
  
  Sincerely,
  
  ***** *******
  Operations
  Manager

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  Responding to Regency's request:
  Pictures of both the hole in our front yard and the cracking grout were sent to Regency when we requested assistance.  I'm afraid I neglected to take photos of the drive when it caved in.  It was replaced by the Driveway Company.  I was not home when they did the replacement.  It was the contractor for the Driveway Company who reported to me that the hole under the drive was a foot and a half deep.  They had to install rock and re-bar.  This problem started right after we moved in the new house with a huge hole in the front yard.  The hole continued to spread until it went under the drive.  I told Regency at that time that we were worried about what would happen with the dirt washing away under the driveway.  We did not get a response about this.  In addition, My husband pointed out the problem to ***** during our year warranty review.  He told us himself that the person who dug the trench did not water it in when filling it.  ***** also agreed to **** that he would address the driveway if something happened.  The concrete buckled in January.  The Driveway Company also filled holes in the yard with dirt for me.  You can still see the dirt since grass seed has not grown on it yet.  

  Regarding the leaking shower, The grout was cracked throughout the floor and walls of the showers in both upstairs baths.  This began pretty much immediately.  The grout had actual holes in it, which we failed to notice.  The leaking started and we were unaware.  The drywall on the side of the seat of the shower bowed from the water, but again we did not notice it immediately.  The shower then began leaking and causing a water stain in the ceiling of my son's room in the basement.  Once we saw the wet ceiling, we investigated further and had someone come look at it.  They showed us the holes in the grout and we moved forward with a temporary fix.  The ***** ***** did the temporary fix.  Our Contractor, ***** ********* ************* (*******) indicated the shower is not sealed correctly as water should never leak into other parts of the house. Even with holes in the grout, there should have been a waterproof surface behind the grout to prevent leaking.  We will have to replace both showers since the work done was so shoddy.  This is an obvious problem with both of the people Regency hired to do the work.  It is not our problem, we did nothing to cause it.  You can come to our house and look if you want.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:09/12/2022

  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.

  We live next door to a new build in *************, **********. The dirt was graded and sod was laid down a couple of weeks ago. Since this was done, we have had significant water build up mostly in our yard between our yards. We did not have any issues with this prior to the sod being laid. We have tried five times to contact the builder and have left several messages for the builder to contact us about this issue. We have not received any phone calls back and it's to the point where our fence is going to rot. The builder needs to contact us so we can discuss regrading their property so it drains properly.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/15) */
  We have already met on site with the consumer to discuss the issue. Another meeting has been set up today to inspect the issue and to resolve it.