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:04/22/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had a home inspection done on our new home built by Ashton Woods in Dec of 2024 - we closed on the home in April of 2024, our issue is with the warranty process , the warranty representative and the unskilled , unprofessional workmanship being done in order to get the issues fixed correctly. I have tried to seek resolution with Paige Brown the warranty rep and her supervisor Paul Russell who refuses to speak with me regarding my concerns. I have made requests to provide me with licence and insurance information when the workers show up and they do not have anything and they do not speak english. I'm very frustrated at how Ashton Woods has treated this.

  Business Response

  Date: 04/28/2025

  Ashton Woods stands behind the quality of its homes and is working directly with the customer to resolve any issues.

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because:

  I have had a second home inspection and very serious repairs were not made correctly the first time. The workers that show up to do the work for example the roof did not speak English. The people that showed up to do drywall repairs did not speak English , the people that showed up to repair my trusses and framing for the house did not speak English and my requests that they the framers have  the truss  manufacturer instructions in hand so that the repairs are made correctly, my requests were ignored. Since then I’ve asked for license and insurance information for example the drywall repairs and Ashton Woods told me they are not obligated to provide that to me. I have that in an email. I have tried to be in touch with the warranty rep - Paige Brown’s supervisor and he has refused to meet with us or speak with us, he also advised me in an email that he would not respond to any of my emails. We They are NOT working with us. I have also filed a complaint against them with the SCLLR. 

  Sincerely,
  Karen D***

  Business Response

  Date: 04/30/2025

  Ashton Woods continues to work with the homeowner to address any warrantable concerns.

  Customer Answer

  Date: 04/30/2025

  I am rejecting this response because:
  issues remain unresolved.

  Sincerely,
  Karen D***

• Initial Complaint

  Date:04/05/2024

  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.

  I purchased a home from Ashton Woods at CaneBay in Summerville South Carolina on 01/06/23. My address is 605 Cavour Ct. Summerville SC, 29486. My home came with a 1 year warranty. I have had a long list of issues with my home. My complaint to the BBB is concerning cracks I have on my garage floor that have been there since we moved in and have gotten worse over the past year. I had a second home inspection done on 07/05/23 by Frank Inspections 127 Kingsbridge Dr. Goose Creek, SC 29445. He stated that my garage floor cracks were created because of slab failure. My home warranty with Ashton Woods states that the cracks have to be 3/16 of an inch or greater to be fixed, which they are in some places. I have photos to prove it. They have had a year to fix this issue and they have not. I have received excuses from the warranty department, specifically Cameron Kirkland ( [email protected]) cell# 317 370-9970 consistently. They are now refusing to fix the issues. The concrete company has not even been to my home to see the cracks in person. Cameron Kirkland refuses to give me the contact information of the concrete company. He has refused to give my his supervisors contact information as well on three separate occasions. Ashton Woods is very unprofessional and secretive about their contractors and chain of command. It has been very difficulty dealing with this company over the past year. We have dealt with 3 major roof leaks causing roof, ceiling, wall and floor damage. My family has had to move out of the house for 9 days so they could replace our floors due to water and faulty installation damage. I respectfully ask for your help in rectifying this issue.

  Business Response

  Date: 04/12/2024

  Hi Keith -  It is our understanding that you have spoken to our team regarding your concerns and that a meeting has been scheduled for April 17th at 9:00 AM to review your feedback. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!

  Customer Answer

  Date: 04/12/2024

   I am rejecting this response because:  Just because Ashton Woods has set up a meeting on 4/17/24 does not mean they are going to do the necessary repairs required.  Ashton Woods has had 15 months already to rectify my issues and they have failed to do so.  I would like to keep this complaint open and active until all of the listed repairs under my one year home warranty are satisfied.  
  
  
  
  Sincerely,
  
  Keith P******

  Customer Answer

  Date: 04/19/2024

  I am rejecting this response because: 

  Hello Ms. Diaz.
  

  This is Keith P******, I am responding to the attached email I received from you and the BBB.  I am meeting with two employees from Ashton Woods on 4/17/24 to address the cracks on my garage floor and the issues with my improperly installed vinyl plank flooring throughout my home.  The head of customer service for Ashton Woods is Paul Russell 623 7**-****  [email protected].  He is scheduled to come look at my issues with Cameron Kirkland who is the warranty representative.  I have dealt with both of these gentlemen before since I purchased my home on 01/06/23.  I met with Paul Russell when I first purchased my home.  He took photos of all of my issues and scheduled repairs for March 2023, then canceled the day the repairs were scheduled to happen, and then stopped returning my emails, texts, and phone calls.  I then contacted Chris Allen who is the head of construction for AW, his number is 843 999-1018, [email protected].  He helped out with my roof leak.  Communication with Ashton Woods is challenging.  When they do respond and schedule repairs they are usually many months away.  Then when the contractors finally show up, they don't have the right materials for the job or they are not prepared for the extensive repair and leave.  I will let you know what transpires next week when I meet with Paul and Cameron. My vinyl plank floors were all replaced in September 2023.  There are floor planks that were improperly installed and have cracked ends.  I have had two separate flooring repair representatives come to my home, look at the floor, do nothing, and leave.  Cameron Kirkland who is overseeing the floor repair tells me they are waiting to hear back from the manufacturer.  This has been going on since September 2023.  Hopefully, with you getting involved Ashton Woods will follow through with the repair of my cracked concrete garage floor and finish repairing my vinyl plank flooring. I appreciate your help!  Feel free to call me if you have any further questions.
  
  Thank you,

  Keith P******

• Initial Complaint

  Date:10/27/2023

  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 closed on our home 5/20/22. We submitted various warranty claims prior to the one year close date. One specific claim was submitted on 5/18 for dark discoloring on exterior paint on both posts and lid/ceiling. (Dated pics attached) which were submitted with warranty claim. Ashton Woods fix was to send a painter on 6/3/23 to paint. Since then the discoloring has gotten worse and the mold is spreading as if it were never properly treated and possibly painted with the incorrect paint. I’m now concerned this could become a health issue. I submitted another warranty claim on 10/9/23 for the same problem on the same exterior posts and lid and on 10/10/23 I received an email saying this is an unwarrantable item and past the warranty date. I text the warranty specialist Paige on 10/12/23 asking if she received my claim. I also called her and left a voicemail on 10/16 to call me to discuss. I then called her manger twice on 10/16 to discuss. Today on 10/27 I sent another text to both Paige and her Manger asking them to correct/repair the problem. I have yet to hear from anyone. I have included dated pics which were submitted with claim on 5/17. I also included todays pics of the escalated problem on posts and lid. Also included dated texts between me and Paige. Emails from Ashton Woods.

  Business Response

  Date: 11/01/2023

  Hi there -  It is our understanding that you have spoken to our team regarding your concerns. Please know that we encourage our homeowners to have their home pressure washed twice/year to prevent mold and mildew growth on the home's exterior (especially in the humid climate found in the Charleston area). This is considered homeowner maintenance, therefore, your warranty request has been formally denied. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you.  

   

   

   

   

   

   

  Business Response

  Date: 11/03/2023

  Hi there - Our local team has confirmed that the concerns expressed above are considered homeowner maintenance, therefore, your warranty request has been formally denied. Please know that we encourage our homeowners to have their home pressure washed twice/year to prevent mold and mildew growth on the home's exterior (especially in the humid climate found in the Charleston area). If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you.  

  Customer Answer

  Date: 11/06/2023

  I am rejecting this response because it’s an ongoing warranty claim already addressed prior to the one year warranty expiration. It needs to rectified. 
  
  
  
  Sincerely,
  
  
  
  April V********

• Initial Complaint

  Date:09/21/2022

  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.

  September 30, 2021, mold in our bathroom vanity. Their warranty guy came several weeks and wipes it up. Service master took humidity readings. November 2021 they finally pull the countertop out and say that the cabinet got wet before install. The particle board in the vanity never swelled or showed signs of being wet. March 2022 a new vanity finally arrives and is put in place of the original. Same countertop is used and the back side of it is porous. August 2022, the new vanity has mold on it. Warranty guy comes to wipe it up. We call a third-party home inspector and get his insight, which includes roofing issues, possible cracked bath vent, inspects the vanity and says it needs to be replaced. Service Master removes the cabinet, uses their air cleaner for 24 hours and says cabinet and countertop need to be replaced. 24 later they change their tune and want to put the same cabinet and countertop back in our bathroom. We have a third-party mold professional come. He states that the way the drywall was cut before this new vanity was put in that there was a leak, and that the drywall may have been put in wet. It has since been removed, but he states we need mold remediation and a hygienist to check the readings in all the rooms of the house. He states that more of the drywall needs to be removed and that the 2x4's and wall need to be treated with a mold kill product. I ended up in the ER with breathing problems and have had a cough for going on five weeks now. My throat is now sore, and my lymph nodes are swollen. We hire a third-party professional roofer. He finds fault in that the flashing is not placed correctly, that the siding is cut and there is water getting under the siding and under the shingles. He also states that we are to have 2 layers of felt per code for the pitch of the roof. A hygienist is coming on Friday to take air samples. We have asked several times if a new vanity is on order to no response.

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Ashton Woods stands behind its product and its warranty. Ashton Woods is working directly with the customer to address their concerns.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They came, they removed the vanity and put it in the garage. Pulled a piece of drywall out and that's all they have done. That was 8 days ago. They haven't looked for the source of mold. They have made a few assumptions. The source of mold needs to be determined and taken care. Air quality testing needs to be done. We haven't heard a plan of action and have asked if a new vanity and countertop have been ordered and have gotten no response.
  
  
  Business Response /* (4000, 9, 2022/09/27) */
  Ashton Woods stands behind its product and its warranty. Ashton Woods is actively working with the homeowner to resolve the issues mentioned above.

• Initial Complaint

  Date:09/14/2022

  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 purchased a house from Ashton Woods (AW) and closed it on 07/07/2022. Before the closing, we acknowledged issues which were still not resolved. 1) The kitchen stove didn't work properly and the repair guy said that AW needs to replace it, when I reached out to AW, they said that it's my responsibility to reach out to Kitchen Aid warranty and work on this issue. But it was acknowledged before the closing! So I want AW to fix this issue!
  2) The kitchen island's width is 7 inches shorter than it's supposed to be compared to the island in the model house. When I was buying a house, I signed a contract with the design studio where it was said that the island must be exactly the same as in the model house. After moving in, replacing the countertops, I found out that it wasn't the correct size. So I went and measured the kitchen island in the model house and found all the difference. The other thing, when we closed on the house, island's cabinets weren't done, in 3 weeks, people came in to complete them, while doing that they struggled with installation due to the island being wrong in size. Still have a pack of doors uninstalled in my kitchen due to that fact. AW refuses to fix this issue. I submitted 4 warranty requests (Paige acted like she didn't see them), reached out to a project manager (Chris C******) many times via text messages and email as well as to a sales manager (Angela), and nothing was done. The waiting time is 4 weeks already. These issues got completely ignored. I want AW to redo the island so that it meets the correct size or reimburse me the amount I paid for it.
  There are also issues with the tile in all 3 bathrooms. It took them almost 3 months to start working on replacing. The house became a total mess full of dust. Extremely unsatisfied with AW.
  The stair's handrail is not smooth and has a hole in it that must be fixed! As well as the floor piece that makes noise.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/21) */
  Ashton Woods stands behind its product and warranty. Ashton Woods has reached out directly to this homeowner to resolve any issues.
  
  Consumer Response /* (3000, 15, 2022/10/11) */
  Didn't complete the job