Complaints

This profile includes complaints for American Legend Homes, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Legend Homes, LLC

  4400 State Highway 121 STE 410 Lewisville, TX 75056-4560

  
• 

  American Legend Homes

  3760 E 15th St Ste 202 Loveland, CO 80538

  
• 

  American Legend Homes

  1365 Garden Of The Gods Rd Ste 130 Colorado Springs, CO 80907

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:06/04/2023

  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 purchased a home October 29th, 2021 from American Legend. We are struggling with them to complete the warranty work. We have one final project we filled an online request twice during the 1st year warranty. The issue is the primary bathroom bathtub. The bathtub base is flexible and has lumps. American Legend and ******* came and pulled the bathtub and mortar under the bathtub. We needed to put another work order in because it did not solve the issue. Plus, when they pulled the bathtub they cracked the corner. American Legend takes forever to follow up with all warranty requests. You can put a request in the portal and then no one ever shows up and you spend months calling them to follow-up. American Legend and ******* vendors came out and looked at the bathtub again this winter and said this will be a big job and see what you are saying. Then we followed up for weeks and American Legend said we will not be completing this warranty issue. There was no reason why and we have emailed and emailed and no one responds. We never had a 1 year warranty walkthrough. In fact, they showed up at our house and said we need you to sign that your one year warranty is up. *** told ***** with American Legend that you still have items not completed, including the bathtub and he said do not worry we will get it all completed, but then they denied our request to complete. They also did this with our air conditioning vents. For example one side of the house is freezing cold and one hot and the air conditioning going non stop and you can never get the house cooler than 80 degrees. ***************, VP said this is normal. Bottom line is we need help with American Legend as they are unresponsive. We just need them to honor our contract and the warranty and complete their work.

  Business Response

  Date: 06/07/2023

  When I (VP ********) was notified about the issues we were having with the tub in this home last week I called ***** (warranty Manger) to find out the details. He was directed by a former (previous VP) employee there is nothing that will be done on the tub.
  
  The issue on the tub are repairable and I have directed ***** to get it scheduled and corrected as quickly as possible with the homeowner and our trade partners

• Initial Complaint

  Date:06/01/2023

  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.

  I built a home with American Legend in the ********* Community in ******* ********. We have had **************** issues since the first day of moving in. The issues involve the fire alarm and fire system malfunctioning and working improperly as well as going off for unexplained reasons. The lights in the home continuously blowing or going out weekly. The 220 power in the home only running on one phase and putting out 120 volts vs 220 volts as it should be. Now half of our house as no working electricity. Our furnace, AC unit, both garage door openers and our sprinkler control system have all lost power at the same time on the same day. I am being given some bogus answer that there was a "power surge" or the "electric company" did something and it is not their problem. If there was a power surge or electric company did something all the houses on the block would have issues. For all these major systems to go out at once is not an "electric surge" this is an electrical issue with the install. As i have bought this home and had ongoing issues i expect American Legend to remedy this situation. At the current time they are telling me it is not their problem and i should "shove it". I hope the BBB will help resolve this or put a warning next to this company to discourage consumers from spending money on a "premium" brand and getting sub par product and customer service.

  Business Response

  Date: 06/02/2023

  There was a warranty ticket submitted by the homeowner on 5/18/2023 discussing electrical issue, where both the ** and furnace as well as both their garage door openers not working.  We sent the electricians by the house to diagnose the issues. All wiring was correct and proper voltage coming through the outlets and power units.
  
  After speaking with the electrician and ***************************(warranty representative) it appears to have been caused by a possible power surge or lighting strike.
  
  I spoke with the homeowner yesterday over the phone and made him aware there was a possible lighting strike or power surge that caused the issues and he would need to contact the electrical company and his insurance company. He felt that we should cover it even if it was a lighting strike. I explained to him that this was not something that would be covered under our warranty.
  
  I told the homeowner I would be more than happy to send the electrician back out again to verify everything was correctly wired and bonded.I then spoke with our electrical company yesterday afternoon to schedule this for June 12th when the homeowner returns from vacation. 

   

   

  Business Response

  Date: 06/21/2023

  American Legend Homes values all our customers and the company takes great pride in our commitment to customer satisfaction.  Our reputation is very important to us, and after review of the complaint,discussions with the homeowner, and having electricians inspect the property,it has been determined that a lightning strike or power surge caused the multiple simultaneous failures of **************** items in the home, some 2 years after the customer closed on the property.  Lightning strikes and power surges are not warrantable items, and it this has been communicated to the customer, along with the suggestion that the customer should file an insurance claim with their homeowner insurance company.  This is the customary course of action that is taken when an electrical event damages a home. We are sorry when any traumatic event happens to a homeowner, and as a company we cannot be responsible for non-warranty, insurance related claims.

• Initial Complaint

  Date:04/21/2023

  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.

  My house had a foundation issue and builder(American legend) repaired foundation problem. The foundation issue caused lots of other house problem such as crack on the wall(inside/outside), driveway, window leak, door issue, shower booth issue etc. One window of the room that was leaked and the drywall and insulation behind the drywall had water damage in 2015. So builder repaired all relevant issue including crack on the wall, drywall and insulation and painting. But the same issue was found this year and I requested to repair by warranty, but builder reject it because the window repair was done long time ago.If the builder repaired the window crack and leak correctly, the current issue would not happened. I have lots of windows in my house, other windows have no issue, the subject window only repaired by builder.My house was built in 2015 and it is under 10 years house.It is not normal to have water leak issue from window and wall.I want to resolve my current issue by builder.

  Customer Answer

  Date: 04/21/2023

  My current issue is came from foundation issue.

  Foundation issue occurred lots of related problems such as brick and stone crack, inside wall crack, ceiling crack, window leak(1 window), door, entrance stair, outside patio door, shower booth, etc.

  The foundation and its related issue should be covered by warranty for 10 years, but builder(American Legend) reject current request because it was too old.

  The leak from window and wall was occurred in 2015 and was repaired by warranty in 2015 or later, but the current problem was occurred from repaired window and wall.

  Business Response

  Date: 04/25/2023

  820 Ontzlake closed from American Legend Homes to ***** and ******************* on 08/28/2014.  This started their warranty period for this house.  It comes with a 10-year structural warranty and 2-year **************** warranty and a 1-year functional warranty.  American Legend Homes performed a foundation lift in ****************************************** the foundation which were covered under warranty.  This current request to repair damages are over 7 years since the foundation repairs were made. The window mentioned from current homeowner, Koonsup ***, are not warrantable because windows are not covered under current structural warranty. Windows are covered under a 1-year functional warranty.  Koonsup *** was notified on Monday April 17, 2023 that the window is not covered under our warranty via email by *************** with American Legend Homes.  We recommend he contact his insurance company to have repairs made or handle the repairs himself.

  Customer Answer

  Date: 04/27/2023

  I am rejecting this response because:   The first water damage issue was occurred foundation problem, which resulted in window leak and wall crack. And builder repaired window leak and wall crack. So basic root cause was structrual issue.

  I have a same window leak and wall crack that resulted in water damage to drywall and hardwood floor. The current issue is came from structural issue(foundation), not from window and wall themselves.

  Business Response

  Date: 05/31/2023

  820 Ontzlake closed from American Legend Homes to ***** and ******************* on 08/28/2014.  This started their warranty period for this house.  It comes with a 10-year structural warranty and 2-year **************** warranty and a 1-year functional warranty.  American Legend Homes performed a foundation lift in ****************************************** the foundation which were covered under warranty.  This current request to repair damages are over 7 years since the foundation repairs were made.  The window mentioned from current homeowner, Koonsup ***, are not warrantable because windows are not covered under current structural warranty.  Windows are covered under a 1-year functional warranty.  Koonsup *** was notified on Monday April 17, 2023 that the window is not covered under our warranty via email by *************** with American Legend Homes.  We recommend he contact his insurance company to have repairs made or handle the repairs himself.re...

  Customer Answer

  Date: 05/31/2023

  I am rejecting this response because:   window issue was caused by foundation issue.

  Please don't metion the insurance company, insurance company will not cover. Buderjust doesn't want to cover this issue.

  I am very disappointed with builder's response.

  Business Response

  Date: 08/09/2023

  The pictures shown are of caulking that is applied between the brick and the window frame.  American Legend does not warranty caulking from the date of closing.  Caulking both inside and outside the home are considered homeowner maintenance.  The pictures further prove that the fault lies with the homeowner in his neglect to maintain his property.
  
  Again,this request is to repair new damages that occurred over 7 years since the foundation repairs were made.  We recommend that he contacts his insurance company to have repairs made or handle the repairs himself.
  

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The American Legend Homes have an one year warranty.
  I hired an inspection company to report any defects to fix under the one year warranty.
  However, they said most of important defects are not covered under the one year warranty.
  
  1. Cement/bricks coming off from the entrance doorway.
  2. Woods exterior never been painted. Reqested to paint but rejected since it is not mentioned earlier.
  3. Gutters are not functioning properly
  4. Toilet is not set properly
  5. AC backflow is not designed properly.
  6. GFCI circuits are not properly set up.
  7. Main Entrance Door is not set up properly, have gaps in between the door and the trim. Air coming in.
  8. Windows have some fogs inside the glass
  9. Fireplace don't have a controller, gas is on all the time because we can't turn in off at all.
  10. Heater makes noise
  11. Kitchen backflow makes noise
  12. There is some gaps between the bricks
  

  Business Response

  Date: 02/21/2023

  Business Response /* (1000, 7, 2022/12/27) */
  We contacted Mr. *** that day and scheduled the painter to put 2nd coat on garage door. It was completed last week.

• Initial Complaint

  Date:07/15/2022

  Type:Billing 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 closed February 20,2020. Before I closed, I did my final walk through. I noticed a very small amount of dirt near the back door. I asked Julio if it was dirt, from ants, he said yes I will take care of it. I moved in on my closing date. During my warranty period, I saw that the back door threshold was missing bricks and the side panels were splitting. I did a claim to have it repaired. They came out to repair it, in which they did not finish and never returned. I sent a text to remind them that they didn't finish. They finally came back yesterday 7/14/2022 to finish. Ben, the guy that they sent, took one side apart and found termites. I saw the debris and it was the same as I saw when Julio told me it was dirt. I informed Mike he said that they didn't do this work, turn it to my insurance and get a inspection. The termites were there before me.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/18) */
  1707 Blue Jay in Ennis is not an address that American Legend Homes every built at. They put this under the incorrect builder.
  ALH has never built in Ennis Texas