Complaints

This profile includes complaints for D.R. Horton America's Builder's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  D.R. Horton America's Builder

  1341 Horton Cir Arlington, TX 76011-4310

• 

  D.R. Horton America's Builder

  13020 State Highway 191 Ste A Midland, TX 79707-1586

• 

  DR Horton

  400 Carriage Hllls Blvd. Conroe, TX 77384

• 

  D.R. Horton

  11241 Slater Ave NE Ste 200 Kirkland, WA 98033-8826

• 

  D R Horton Inc

  100 Verdae Blvd Ste 401 Greenville, SC 29607-3825

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:05/28/2025

  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.

  05-15-2025 I offered to buy a D R Horton new construction home in the ********************************, *********************************************************** The Sales Agent ******** wrote the purchase agreement and emailed it to my realtor. I was required to submit an application within 3 days to their lender *** in order to get the 4.99 interest rate and up to $10,000 closing costs. My realtor advised that I had already been prequalified through **************** I agreed to set up my financial account for the $5,000 ******* money. ******** asked if I wanted blinds and a refrigerator. ******** suggested the close date of June 19, 2025, but my realtor was unavailable. We agreed on the close date *****, but June 17, ********************* the contract. On 05-15-2025 I submitted my *** application after 7pm and the purchase agreement at 8:44pm. Realtor said that we should receive a response between mid-morning or mid afternoon. Around 3pm, I received a call from my realtor who said that I did not get the house and no reason was given. But I was told that the house was sold to another buyer. At no time was I aware that another buyer was involved. About 5:50pm I drove past the house and saw a SOLD sign on the front lawn. This was too quick and I knew that something was wrong. I checked my *** account and discovered that my purchase agreement had been canceled without notice. Through ******************************** Report I found that my purchase agreement was canceled on May 16, 2025 at 8:09AM by D R *********************** Sales Manager ******* Alan ******* Mr. ****** was supposed to ratify the purchase agreement but instead without any reasonable explanation he made the unilateral decision to sell the home to another buyer at 8:09AM. Notably, Sales Manager Prince had no documents before him to support his decision. Both application and purchase agreement were signed and submitted on 05-15-2025 late evening. ***, DR *********************** business office and other financial institutions were closed during this time.

  Business Response

  Date: 06/02/2025

  We appreciate the customer making us aware of their
  concern. Our Greenville, South Carolina senior management contacted the
  customer and explained that there were multiple offers placed on the home the
  customer was interested in. After careful consideration of each offer, the
  customer’s offer was not accepted. We appreciate the customer considering D.R.
  Horton and invite her to look at other homes in our communities.

  Customer Answer

  Date: 06/05/2025

  Complaint: 23389889
  
  
  
  I am rejecting this response because:  This was not a multi-buyer situation!  This house was sold to me!  But for D R Horton Sales Manager Michael Alan Prince’s actions to cancel my purchase agreement without any notice to me on 05-16-2025 at 8:09AM this contract would have been RATIFIED! D R Horton’s Sales Manager Prince tried to conceal his heinous actions by falsely reporting in the “Final Audit Report” that all transactions were created on 05-16-2025.  With the exception of the cancellation of my purchase agreement on 05-16-2025, all other transactions were created on 05-15-2025.  Shameful!  District Manager Montalbano, I took your advice and called DHI Mortgage to ascertain the reason my application was withdrawn.  DHI Mortgage said they provided the  prequal to Sales Agent Michelle Klenotiz on 05-16-2025 at 8:30am.  Notably, Sales Manager Prince canceled my purchase agreement 05-16-2025 at 8:09AM.  Therefore, neither the Sales Manager Prince nor any other D R agent had a prequal to review before he cancelled my purchase agreement at 8:09AM.  So, it was impossible for Sales Manager Prince to review the two offers simultaneously or side by side as Trina Montalbano confidently stated in her voicemail and our conversation on 05-29-2025.  If D R Horton/Michelle didn’t get my prequal until 8:30am, my offer was not reviewed at 8:30am since it had been canceled/rejected by Sales Manager Prince at 8:09AM.  And DHI said I was fully qualified and they were going to do the loan but they withdrew the loan because the home was no longer available.  Apparently, the house was sold to the other buyer at 8:09AM.  At no time did the Seller’s Sales Agent Michelle or any other DR Horton agent ever give me notice that another buyer was involved in the process. Neither my realtor nor I had any knowledge of another buyer (multi-offer).  D R Horton Sales Manager Prince and DM Montalbano did not claim multi-offer situation until I started asking questions about their process and their lack of “Notice” to me.  On 5-16-2025 at 5:50pm EST I drove past the house and saw a SOLD sign on the front lawn.  Not a “pending under contract” sign but a sign that showed that the house was SOLD.  Also, I noted that my DHI Mortgage application was still pending.  This process was too quick, and I knew that something was wrong.  Melissa confirmed that she looked at my loan and told Michelle/D R Horton that I was fine.  She gave them the green light to proceed with the sale.   Sales Manager Prince had the green light to ratify or sign off on the contract showing that he agreed with the terms of the agreement, but instead without any notice, explanation and justification for the cancellation of the purchase agreement, Sales Manager Prince made the unilateral and discriminatory decision to sell the home to another buyer at 8:09AM.  Notably, in her text message dated 05-16-2025, Michelle confirmed that she was on the phone with the DHI Manager at 8:30 AM who sent her an internal prequal, which begs the question, how could management have reviewed both offers simultaneously or side by side if management had no prequal information to consider when it made its decision to cancel my purchase agreement on 05-16-2025 at 8:09AM? Thankfully, in the text dated 05-15-2025 the following question was asked:  “Just for my own info, once you got the prequal, was that when both offers went to management for determination?” Obviously No!  Notably, Seller’s Sales Agent Michelle failed to answer the question.  The Complainant’s purchase agreement was not reviewed within the context of the pre qualification process, which clearly contravened the contract and the Fair Housing Act. 
  
  
  
  
  
  Regards,
  
  
  
  Donna Carolina-Boyd

  Business Response

  Date: 06/05/2025

  We have reviewed the customer’s comments, and our original response stands. We have nothing to add.

  Customer Answer

  Date: 06/06/2025

  Complaint: 23389889
  
  
  
  I am rejecting this response because:
  “Nothing to add?”The only thing one can add to lie is another lie.  Notably, D R Horton claims  I knew that I was in a multi-buyer situation, but has failed to provide any evidence to support that claim.  The “Purchase Agreement” unequivocally supports that this was a single or one buyer purchase.  One does not receive the plat for the land if it is a multi-buyer purchase.  This was NOT a multi-buyer situation.  D R Horton agents only claimed that another buyer was involved after I started asking questions about the process and their lack of notice.  Also, note that I have not received any denial or any response from D R Horton regarding this transaction.  On 05-15-2025 I submitted my DHI mortgage application at 7:35pm. And on 05-15-2025 I submitted the D R Horton “Purchase Agreement” at 8:44pm.  My purchase agreement was cancelled without notice on May 16, 2025 at 8:09AM, less than twelve (12) hours.  If D R Horton’s actions were proper, why would they fail to notify me of the decision to cancel my purchase agreement? More importantly, why would D R Horton go to great lengths to conceal their actions?  Even now D R Horton is trying desperately to persuade me and others that their actions were not wrong and that they followed D R Horton protocols, but they have not provided a cogent explanation or evidence for what they did.  I’m suppose to believe them just because they said so.  05-16 DHI Mortgage provided the prequal to D R Horton at 8:30am. They gave them the green light to go forward with the loan and purchase agreement (RATIFY).  But on 05-16-2025 D R Horton Manager canceled my purchase agreement at 8:09AM.  At 8:09AM He did not have any prequal information to consider/review before he made his decision to cancel my purchase agreement at 8:09AM.  
  
  Regards,
  
  
  
  Donna Carolina-boyd

• Initial Complaint

  Date:05/27/2025

  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.

  A DR ********************** contractor dug up my yard to connect a new DR ********************** subdivision to the city water main. I was assured they would fill the hole, level the ground, and replace the sod (grass) when finished. I deployed overseas for 6 months, I am active duty Air Force. When I returned home my yard was not filled in all the way and leveled. The grass was not replaced. The corner of my yard where the crew dug is bare, has holes and lumps. It is so uneven I cannot mow it. I have contacted the closest ******************************** three times. Each time they tell me someone will contact me to resolve the issue. Each time no one contacts me back. I want DR ********************** to follow through and return my lawn to the condition it was in prior to their contractor digging it up. I am currently trying to sell my home and the dug up unlevel area is an eye sore on my front lawn, impacting my home's value.

  Business Response

  Date: 06/03/2025

  We appreciate the customer making us aware of their concern. We have researched the customers complaint and found that D.R. ********************** is not performing work in that area. The property being developed is owned by a land developer, **** *****. As the work is not under the control of D.R. **********************, we are unable to assist the customer.

• Initial Complaint

  Date:05/16/2025

  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.

  Bought a home in 2/25. Severe drywall cracking and nails coming through the wall. Builder refuses to address even though one was noted on our walkthrough and it came back way worse.They also committed to go in ***** to confirm not structural and they then refused to do so,

  Business Response

  Date: 05/22/2025

  We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and has scheduled a meeting to review each of the customers concerns. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

• Initial Complaint

  Date:05/14/2025

  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.

  I am experiencing water intrusion in my home and DR ********************** has refused a reasonable resolution and has sent extremely incompetent technicians. The water ingress has caused damage to materials inside the home. My home was closed on in April 2024. I requested warranty on water intrusion at the rear entrance of the home. I have had five (5 ) visits to "repair" this issue. Each repair has left my home in worse condition with more damage and very poor cover up attempts. I am asking that my door be repaired or replaced. This issue is on top of the other elusive and insulting work that has been done to my home.

  Business Response

  Date: 05/21/2025

  We appreciate the customer making us aware of their concern. The division customer care team dispatched our siding and door trade partners to inspect the customers concern regarding water intrusion. No defects in materials or workmanship were found. A water test found a small amount of water entering the premise and caulk was reapplied to the door and surrounding area. There were no signs of water intrusion after that repair was made. D.R. ********************** will conduct a moisture test next week to further assess the water intrusion concern. D.R.********************** is committed to ensuring all warrantable repairs are appropriately resolved.

  Customer Answer

  Date: 05/21/2025

  Complaint: 23329382
  
  I am re
    Greetings, 

   I am rejecting the response from the business as this complaint was generated approximately one year ago. In that time very poor repairs were made which covered the original water intrusion. The current materials which were deemed as serviceable were in fact only installed and configured after approximately one year of water entering the property. The small amount of water intrusion discovered during testing was only small because I personally called a stop to the test as there was water entering my home but the technician was operating the garden hose outside of the property. The technician as well as the warranty team attempted to negotiate with me as to what I want. The warranty process has been evasive, insulting, and has often caused more damage to the home than was there prior to intervention. Thank you for your time and I look forward to resolving these issues in a timely manner. 
  Regards,
  
  ***** ***

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

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

  31407

  Mobile: ************

  Business Response

  Date: 05/21/2025

  Additional testing is planned to be performed next week. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.

  Customer Answer

  Date: 05/21/2025

  Complaint: 23329382
  
  I am rejecting this response with conditions to keep this form open. 

  I recently performed my own testing and discovered a large cut in the concrete foundation of the home. As seen in the image, there is manufactured light (a flashlight) passing beneath the stud wall. This cut is clearly where water has been entering the property. The homes foundation is now in question as well as the stud wall where the water passed under for over a year. 
  Regards,
  
  ***** ***

• Initial Complaint

  Date:05/14/2025

  Type:Customer Service 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.

  My wife and I purchased a build in-progress through the *********** neighborhood in ***********. The home was very far along in the process and we had only about 6-8 weeks to get our current home sold. In our current market, houses are selling around 70 days, but we wanted to try because our realtor said ** ********************** in not in the business of keeping ******* money. We sent $4900 of ******* money for the home. We ended up having a poor realtor who did not meet expectations and the house did not sell, so we decided to look at other ** ********************** homes since we were lead to believe they are a trustworthy builder and so we hired another realtor. We discovered the *********** neighborhood which was just dirt. Shortly after signing the lot change, and realizing the *** was not reflecting our current home correctly (because of the realtor exchange), we decided to come off market to let the *** reset. During that time, a family member on the west coast became very ill and put us in a position where we wouldn't be able to sell our current home. We received a response this morning noting that while ** ********************** sympathizes with our situation, they will not refund the ******* money. The lot is still dirt and not customized. The only thing that was done to the lot were flags outlining the foundation, which also ended up displaying ZERO yard on a steep hill backed right up to the house. When we purchased the home, our realtor said we would have enough room to section off the backyard with TWO fences, one for the dogs and the other for our 1-year old. The result of this situation is extremely dissatisfying from all fronts, and ** has proven to be a calloused business who IS in the business of keeping your ******* money. $4900 is a massive hit to a sole income household with a 1 year old. I'm flabbergasted by this business's response and our perspectives have changed from wanting to go through ** in the future, to NEVER purchasing a ** home again. Heartless and misleading in every sense.

• Initial Complaint

  Date:05/13/2025

  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 submitted a $500.00 money order as a good faith guarantee that I wanted to buy this home. I was told by the sales person as well as the person financing my VA loan that I'd get that $500.00 back at closing. I closed on Jan 30, 2025 and have never seen the money nor heard from the builder or salesman about it (today is May 13, 2025).I'm a senior citizen, retired, disabled veteran who does Volunteer work in the state of ************** as well as the county in which I live. I have Integrity and Honor, which obviously the DR ********************** people know nothing about ...These DR ********************** people are less than scrupulous, to say the least!I gave them a western union money order and they told me it wasn't honored. When I submitted the Truth to DR ********************** directly from *************, who absolutely did pay the money order, they totally ghosted me, won't even live up to their "one year warranty."But they say "thank you for your service" all day long. Pathetic how they treated me with this cheaply made House (it's not a home). And they Lied to me and kept my food money so I had to go to the **** shop and sell things so I could eat.Plenty of receipts and Proof available upon request.

  Business Response

  Date: 05/16/2025

  We appreciate the customer making us aware of their concern. The division team researched this matter and is in the process of issuing a refund to the customer.  

• Initial Complaint

  Date:05/12/2025

  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.

  DR ********************** approved several contractors to lay fiber in our yards after we moved in. I have been in my home for 2.5 years and my yard has been dug up 5 times! The latest contractor is ***** I spoke with the city officials and the contractors, and I was told that all contracts were approved by DR **********************. They said there is nothing that they can do. The latest contractor is Falcon Utility. I told them not to dig up my yard and explained that I have all the utilities that I need and legally they cannot dig if I have the necessities already. They rang my doorbell and shared that they only needed to dig one hole. I granted that one hole. They dug five without my permission, and continue to dig. I have contacted them and they are verbally abusive towards me and my neighbors. They have cussed out neighbors, yelled at me and hang up in my face, and more. Falcon Utility no longer answers the phone for neighbors. There are several police reports on the incidents with Falcon Utility. I have contacted ********************** who promised to solve any issues after the fact and they have failed to do so. I do not want Falcon Utility back on my property. I called DR **********************, asking them to rectify this today since they granted the contracts and ****** ******, The ** of Construction, is refusing to fix this problem. As a homeowner, I should not have to pay for repairs of work that I absolutely did not request or permit. I have police reports in my name trying to stop this. My front soaker hoses are demolished and leaking horribly. I am asking that DR ********************** fix this immediately and not grant any other contractors in our neighborhood for cable fiber optics. This is ridiculous! I could not post the video of the water oozing out. So Im posting a picture of the video. Cant imagine what my water bill will be.

  Business Response

  Date: 06/24/2025

  Utility easements are placed throughout all communities to
  allow utility contractors access to install and maintain utility company assets.
  If a utility contractor causes damage to the property, the homeowner should
  contact the utility company for appropriate remedy.

  Customer Answer

  Date: 06/24/2025

  Complaint: 23320039
  
  
  
  I am rejecting this response because:
  

  I have spoken with the City of Caddo Mills and DR Horton is providing permission for the contractors to access our properties. We are on our fifth vendor that has been able to dig up our properties, after we have moved in. We don't need anymore utilities but DR Horton continues to grant permission and this is causing huge issues, including police being called as we try to ward them off. This is not okay. For each contractor that DR Horton provides permission to, our sprinkler systems are getting jacked up, causing major increases to our water bills, and major damage to our lawns. These contracts are cursing us out and not responsive to the repairs. If DR Horton didn't grant permission, this wouldn't be happening. 

  
  
  Regards,
  
  
  
  Brandy Porche

  Business Response

  Date: 06/24/2025

  We have reviewed the customer’s comments, and our original response stands. We have nothing to add.

  Customer Answer

  Date: 06/24/2025

  Complaint: 23320039
  
  
  
  I am rejecting this response because:

  
  This is not okay. There is absolutely no accountability on DR Horton's part. I would like to escalate this higher. 
  
  
  
  Regards,
  
  
  
  Brandy Porche

• Initial Complaint

  Date:05/11/2025

  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 in reference to ****************** in ***************. I give 5 stars to the sales person. I give the one star overall because of the Manager ****** *******. I made a deal on a house a week ago for $314,900. The deal included a washer and dryer, fridge, and mini blinds throughout the whole house. I then decided to upgrade to a bigger house but then decided I could not afford it. I decided to go back to original house a week later. I said I would buy it for the same deal. Apparently the house went from $314,900 to $334,900 in a week. The manager ****** ******* would not honor the original deal from a week earlier. Not only would she not honor it, but she said she would sale it for $324,900 and only give me the fridge. That means $10,000 more, and no blinds and no washer and dryer. Seems ****** ******* could care less about taking care of disabled Veterans or anyone for that matter. I was also sending my friend, who is retired Air Force to also buy there, but that has now been cancelled. I am a member of a lot of military associations and clubs for Veterans. I will be getting the word out not to do business with DR ********************** and especially ****************** and will also pass it along to the military bases.

  Business Response

  Date: 05/19/2025

  We appreciate the customer making us aware of their concern. D.R. ********************** has been accommodating to the customer as he has asked to move his sales agreement between lots and between communities. We are happy that the customer is currently under contract for a home in a new community and we are excited for his closing to take place.

  Customer Answer

  Date: 05/19/2025

  Complaint: 23315873

  Not under contract and what does your answer have to do with the issue i complained about ?
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******

  Business Response

  Date: 05/19/2025

  The home that the customer originally contracted for at our ****************** community is now under contract with a different customer and is no longer available. Our records indicate the customer recently signed a sales agreement in a different **************************************

  Customer Answer

  Date: 05/19/2025

  Complaint: 23315873

  Because of my health, I will not be moving to another state. That still doesn't explain the actions and rudeness of your manager
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:05/09/2025

  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.

  DR ********************** continuously agrees to fix an issue under warranty then months of poor communication and they decide they never agreed despite all communication being done in writing. I purchased this home and shortly into living there I had a sink hole form. DR ********************** fixed it and regraded the yard. The yard still has glass in it!But there must recent issue is I reported a sprinkler zone not working. Initially they blamed my patio installed above ground after bringing up the sink hole they agreed to fix it in the spring. Here we are in the spring and its time to schedule and now the warranty department says they didnt agree. They conveniently no longer agree since I complained about their subcontractor urinating in public in the street.

  Business Response

  Date: 05/12/2025

  We appreciate the customer making us aware of their concern. The division customer care team has been in communication with the customer. Originally, there was a miscommunication,and the concern was thought to be the irrigation panel. It has since been determined that the customers concern was a result of the customer having a deck installed, which damaged an irrigation line. Our landscaping partner offered to repair the damage, at cost, and the customer declined that offer. As there are no warrantable issues, this matter has been closed.

  Customer Answer

  Date: 05/12/2025

  Complaint: 23310182
  
  I am rejecting this response because:

   

  When I purchased the home there was a sink home that formed in this area in question within 3 months prior to anything being installed. This is likely the cause, not the patio installed above the ground. It is not a deck.

   

  If you agree to repair something you should stand by your warranty. This is on the builder to stand by their word.

  
  Regards,
  
  ******** ****

  Business Response

  Date: 05/16/2025

  The area reported by the customer as a sink hole was caused by the ground settling,which is normal. The ground settling is not near the irrigation mainline nor is it impacting the irrigation system operation. Our landscaping vendor partner examined the irrigation system and found that the customer had a patio installed, and the installation damaged the irrigation main line and three valves. As the damage was caused after closing, this is not a warrantable repair.

  Customer Answer

  Date: 05/20/2025

  Complaint: 23310182
  
  I am rejecting this response because:

  The sink hole was near the area and alongside of the house. There are photos proving so. The builder had people trespass on my property and enter my yard despite my instructions to not be on my property. 
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:05/09/2025

  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.

  purchased a newly built D.R. ********************** home in *********, *********, in early 2025. Since February 4, 2025, I have experienced ongoing water intrusion into my garage during rain events. Despite six warranty tickets, the issue remains unresolved. The root cause appears to be improper grading of the driveway, which now funnels water toward the home.D.R. ********************** has only offered to install a rolling (channel) drain, which I declined after research and consultation. The rolling drain poses long-term maintenance concerns, potential clogging, and does not address the underlying defect. I was verbally told by their local Customer Care Representative that the concrete could be regraded, but this was later denied in ********** licensed contractor has ever inspected or overseen any of the attempted repairs. The subcontractor (cement company) missed three scheduled appointments, and when workers did arrive, they were non-English speaking and unsupervised, grinding the concrete in a way that worsened the slope, creating a concave surface.Further, D.R. ********************** withheld unrelated but agreed-upon warranty repairs until I agreed to the drain installation. These repairs were only scheduled after I notified them I was contacting the Blount County ************************ This behavior appears to be retaliatory and in bad faith.I have submitted all documentation and photographs to their Customer Care team and ***************** but I have received no resolution or leadership follow-up. I am requesting that D.R. ********************** uphold their warranty obligations and correct the grading defect through licensed rework, rather than an inadequate drain installation.

  Business Response

  Date: 05/09/2025

  The D.R. ********************** Customer Care team from our **************** is in close communication with the customer and is diligently working to bring all warrantable repairs to resolution. We encourage the customer to continue to work with our Knoxville team so they can schedule the appropriate trade partners to complete all identified warrantable repairs.