Business Profile

Real Estate Development

LGI Homes

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Pattern of Complaints

Complaints

This profile includes complaints for LGI Homes's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

118 total complaints in the last 3 years.
32 complaints closed in the last 12 months.

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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:05/17/2025
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 purchased a new LGI home on 5/13/2025 in a new community called ***************. Agent Ms. **** and mgr Mr. ****** lied to us about the property having a "future pond". After moving in on said date we noticed it was a retention pond/ swamp. During our new home orientation walk through on 5/2/2025 we were told by ************** that our windows were sound proof. Coincidentally as they were explaining this, my wife and I heard a loud train coming through the area and noticed it was an ****** train. I asked ************ about the train,they didnt respond. Also we asked about the additional window blinds for the remainder of the home. We were told *** doesn't provide window shades for the back or sides of the home. We were given the vendor - Blind Ambition to call. Blind Ambition charged us nearly $1,000 for the remainding install. After the walk through we went to the office and spoke with ****** about these concerns. His response was an apology but did not offer a solution. We proceeded to move in. The very next day Tuesday 5.13.2025, our brand new home was burglarized. I was in the process of installing ADT security services and the job hadn't been completed the security cameras we not present and active. However,monitoring svcs were in place. My wife and I had already left the new property and was in bed at the old home. We were alerted by ************ at 9:30pm of the trespasser-***** *********. Next day, we reported this to **** & later to ******- LGI contractor/builder staff. Everyone offered apologies but no solutions. Cameras were immediately installed the next morning on 5.14.2025. The same morning we spoke to **** in the office, she offered an apology but no solution.On 5.16.2025 we decided it was safe to stay the night. At 4:05 & 4:30am we heard loud train noises of train horns blowing repeatedly over our heads as the Master bdrm is located in the back of the home. We were jolted out of our sleep & could not return to sleep. This is a health hazard.
Business Response
Date: 05/21/2025
Dear Mr. **************** you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience youve experienced during your transition into your new LGI home at ****************

We would like to address the matters youve raised:
1. Train Noise and Window Expectations: During your home orientation, our team discussed the windows included in your home. These windows meet industry standards for energy efficiency and sound performance, but they are not classified as "soundproof." We regret any misunderstanding and apologize if this was not clearly communicated. We also understand that nearby train activity has been disruptive to your household. While we do not have control over public train routes or schedules, we acknowledge the impact this has had and regret the disturbance it has caused.
2. Window Blinds: As part of our standard features, LGI Homes provides blinds on front-facing windows. For other windows in the home, we provide vendor recommendations for homeowners who wish to install additional coverings. We understand the additional cost for full coverage was unexpected and we apologize for any inconvenience this may have caused.
3. Security Incident: We are truly sorry to hear about the burglary that occurred just after your move-in. While LGI Homes does not include security systems in the home purchase, we empathize with how unsettling this must have been for you and your family. Were glad to hear that you took immediate steps to enhance your home security, and we hope that your ADT system is now providing added peace of mind. Please know that our teams intent was never to dismiss your concernswe regret if our responses did not feel sufficient or supportive during this time.

We understand that you have requested a refund, replacement,or billing adjustment. After a thorough review of your concerns, LGI Homes will not be issuing a refund or replacement, nor adjusting any closing-related charges. We appreciate the opportunity to clarify our position.

Thank you again for your feedback and the opportunity to respond.

Sincerely,
****** *****
Initial Complaint
Date:04/26/2025
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.
Was lied to about purchasing a home, was scammed into getting a credit card, then was denied getting the house. Was completely lied to every step of the way.
Business Response
Date: 05/01/2025
Thank you for bringing this matter to our attention.

At LGI Homes, we are committed to providing a transparent
and respectful experience for every prospective homebuyer. We take all claims
of miscommunication or dissatisfaction seriously and would like the opportunity
to look further into this situation.

Unfortunately, the complaint as submitted does not include
specific details such as the community name, sales representative involved, or
timeline of events, which are necessary for us to conduct a thorough review. We
do not encourage or require anyone to open a credit card as part of our
homebuying process. Our goal is always to assist customers with understanding
their options and to guide them through the steps to homeownership with honesty
and integrity.

To better assist with this matter, we kindly ask the
complainant to provide additional information regarding their experience, such
as the location and timeframe, so we can investigate further and respond
accordingly.

Sincerely,
Rachel Eaton
Customer Answer
Date: 05/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23253559, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Wasnt contact for details of said incident.
Dylan Bryant is the person in question, at the Forney Texas office

Business Response
Date: 05/12/2025
Thank you for providing additional information.

We understand Ms. Aday’s frustration and sincerely apologize
that she feels she was misled during the homebuying process. After further
review, we can confirm that she did not meet the qualification requirements to purchase
a home at the time of her appointment.

At LGI Homes, our goal is to assist every customer in
understanding their options and to guide them through the path to homeownership
with honesty and integrity. We take feedback seriously and will be conducting
an internal review of this matter. We will take appropriate action if any
improvements or additional training are necessary.

Sincerely,
Rachel Eaton

Customer Answer
Date: 05/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23253559, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Was lied to and told I qualify for a house, I just needed a credit card. Was lied right to my face. Wasn't even my info, was my husband. So you didn't even review the right info

Regards,

Chelsea Aday

Business Response
Date: 05/27/2025
Based on the contact information Ms. Aday provided with her
complaint, we have confirmed that she came into our office for an appointment
and the end of April and did not qualify for a home. After reviewing a potential
customer’s financial situation and finding that they do not qualify, our sales
team may provide suggestions that may help a customer take steps towards qualifying
for a home. We apologize if Ms. Aday felt misled during the process. We are
using this opportunity to conduct further training and avoid any
miscommunications in the future.
If Ms. Aday believes we have reviewed the wrong file, she is
welcome to provide her husband’s information and the date that he visited our
office so that we can investigate further.
Customer Answer
Date: 05/28/2025
Better Business Bureau:

They said it's against their policy to make ppl get credit cars, but the individual that did so did not get punished, and nothing has changed

I have reviewed the response made by the business in reference to complaint ID 23253559, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Customer Answer
Date: 06/01/2025
Better Business Bureau:
Business needs to punish Dylan brant for scamming me into getting the credit card. His is a racist and is lying to POC about being approved for houses

I have reviewed the response made by the business in reference to complaint ID 23253559, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,
Initial Complaint
Date:12/03/2024
Type:Customer Service Issues
Status:
UnansweredMore 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 paid for a rental application at this property that was for lease. I met all the requirements and the manager Primera who has too many applicants to keep track of constantly referred to me as Chastity which isn't my name. On more than one occasion she claimed to have not received my documents speculating that it went to someone else's email when I could see it was sent to Primera *******. I was denied and when I received the email it was late evening and Primera refused to respond. This is unprofessional and it seems this company is only out to steal your money. There should be an explanation as to what the reasoning is behind a denial application. Primera also insisted my employer, ******** who she stated was Equifax and indeed is not wanted to charge her a fee to get my check stubs. Primera ******* is a confused manager and doesn't do anything but steal and is lazy!
Initial Complaint
Date:11/02/2024
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.
Purchased a house from *** in 2020 and 2 weeks ago I had to put in a new well pump and it costed me $4100. I put in a claim because a new house should not have to have a new well pump installed after 4 years. Well pumps should at least last 15 years. I submitted a claim in the *** portal and they cancelled the work order saying its not covered under warranty. I realize the warranty for plumbing is only 2 years but its absurd a well pump would need to be replaced after 4 years. *** should at least compensate me for some of the cost of replacing the pump. They take short cuts when building their houses and they do not care about their customers. These are new houses. I purchased a new home so I wouldnt have to have large repairs done. Im disappointed. I am a single mom and 21 year military veteran and just trying to make ends meet, I will never recommend them to any of my active duty and veteran friends nor buy a house from *** again.
Business Response
Date: 11/13/2024
Hi Ms. *********** thank you for your service. As you stated, your one-year workmanship warranty and two-year plumbing warranty have both expired. We understand that you are frustrated by this unexpected expense,but there is nothing we can do.
Initial Complaint
Date:10/23/2024
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.
I live in ************ development. *** built and sold me this home. There is Indianhead Biomass right down the road from us. It produces horrible orders throughout our neighborhoods. We cant go outside without getting headaches, light headed, tearing eyes, etc. now the sales *** from LGI withheld from us this problem. I received a text from someone warning me about it before I bought the home and I asked the sales *** about it and she said its from a disgruntled ex employee, and the smell is very rare. Now living here a year, it is often. So LGI blatantly lied to me and now Im stuck with this situation. Ive complained to anyone I could and we get nowhere. If LGI wouldnt have lied and withheld the truth I wouldnt have moved here. Myself and the other residents here dont know where to turn. Every complaint falls on deaf ears. *** needs to be held accountable fir their deception.
Business Response
Date: 10/28/2024
Hi Mr. ********* we are sorry to hear that you feel your sales representative was dishonest about the frequency of the smell. We will certainly investigate further in how our team is handling this question and provide additional training, if needed. Ultimately, the impact of the Indianhead Biomass is out of our control and there is nothing that we can do for you at this time.
Initial Complaint
Date:10/15/2024
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.
My experience has been absolutely awful. I looked at a home that I was assured wouldn't be an issue to get into. Was told numerous times my income was great. Applied, and at first everything was great. The loan officer was super helpful and very responsive. On multiple occasions I was reassured my income was great and there should be no issues. However, I was then asked to sign a 2 week extension to hold the home because they "needed more time." Then I started getting ghosted by the company. I asked a couple of questions and the responses got ***** and more brash. Then I found out by looking at the portal that there was an issue. I wasn't told via email, text or call that there was an issue. I just got an automated email the following day saying to check the portal.Overall I was lured in, false promises were made, then they failed to deliver. They want the deposit but will do absolutely nothing to get you into a home. Very unprofessional responses and behavior by the company. I was told everything was fine on numerous occasions then ghosted me once questions arose.
Business Response
Date: 10/28/2024
Mr. ********* we understand that you are disappointed that you were unable to qualify for financing through our preferred third-party lender. Since the cancellation was due to a financing problem, you are eligible for an ******* money refund. If you havent already, please reach out to our local team to coordinate the return of your money.
Initial Complaint
Date:09/23/2024
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.
09/20/2024, I just realized my air conditioner wasn't working. The house is hot so I thought it was the filter that needed to be changed. I changed the filter but is still not working. I'll need someone to come check it out. My name is ******* ****. I live at ********************************************************************************************Thank you.
Business Response
Date: 09/25/2024
Hi *******, we're sorry to hear that your air conditioner stopped working. After further review, you closed on your home in 2020 and are no longer within our warranty period. We recommend reaching out to a local air conditioning company to come out and inspect your unit. Here is the company info we provide at your New Homeowner Orientation Walkthrough, but you can contact any company of your preference.

L&S Mechanical: ************
Initial Complaint
Date:09/19/2024
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.
Purchase Date: Apr 2023, Incident Dates: Feb 2024, Aug ******************************************************************** our LGI home, purchased April 2023. We have suffered two major water damage incidents due to plumbing failures, leading to significant stress, damage, and financial ********* February 2024, water damage affected our upstairs bathroom, bedroom, hallway, and downstairs ceiling and walls. *** sent plumbers for a camera inspection of only the upstairs toilet but found nothing. I requested a full sewer scope and toilet replacements, which they refused. Despite the damage, no resolution was provided. In August 2024, a second, more severe water damage incident occurred. The damage affected the master bathroom, shower, first-floor flooring, pantry, closet, cabinets, crawl space, and personal items. We paid $800 for a plumber to unclog the system, which homeowners insurance did not cover. Our plumber found toilet paper and no other cause. LGIs plumbers put camera in two toilets and scope from home to sidewalk but claimed no issues were present, denying responsibility. We fear there may be a larger issue related to faulty plumbing or construction causing repeated blockages. We have incurred significant financial losses, including: $800 for plumbing services not covered by insurance, $2,000 in deductible payments, Over $5,000 in lost time and work, $600 for toilet replacements, Health impacts (respiratory illness) due to poor air quality, Mental health stress, mileage expenses, and loss of resale value. We no longer feel safe living here.We ask that LGI Homes: Take responsibility for the plumbing issues, Compensate us for our costs (plumbing, deductible, and other expenses), Provide a long-term plumbing solution, including consideration of the resale impact, Reimburse us for property and time losses. Plumbing failures should not occur twice in a new home. We have lost confidence in LGIs construction quality and hope *** will address this immediately.
Business Response
Date: 10/03/2024
Ms. ******* we are sorry to hear about the problems you have faced. Clogs are not something that is covered by our one-year workmanship warranty. Our team advised you that if an inspection was done and an issue was found with the piping or installation of the toilet, you could submit another warranty claim and we could investigate further. As you stated, the only issue your plumber found was toilet paper and no other issues were identified when the scope from the home to the sidewalk were completed. At this time, there is nothing further we can do for you. We understand that this is not the answer you were hoping for,but we wish you many years of happiness in your home.
Customer Answer
Date: 10/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Dear *** Representative,

Thank you for your response. While I understand that standard clogs may not be covered under the warranty, the situation I am experiencing suggests a potential underlying defect rather than typical usage issues. Since, as you confirmed, we only use toilet paper, this does not explain why a brand-new home has experienced two major plumbing incidents within such a short time.
On March 7, 2024, I filed a request prior to the expiration of the warranty to report concerns about a possible defect in the plumbing system, which I believe was not adequately addressed at that time. I have also made multiple complaints to *** about the toilets not operating correctly, which led to a very high water bill and necessitated several contacts with ***** ***************** The ongoing issues are not consistent with normal usage and are affecting the homes safety, functionality, and my familys well-being.

Furthermore, the plumber we hired advised that the condition of the *** sewer line should be looked into. As such, I am requesting that *** conduct a thorough inspection of the plumbing system, including the *** sewer line, to determine if there is a defect in construction or installation that could be causing these recurring problems. I also ask *** to reimburse us all the cost we incurred as a result of this issue to build our trust in the *** brand.

I would like to resolve this matter directly with *** and avoid any further action. However, if this issue is not investigated and addressed promptly, I may have no choice but to escalate the matter further, including consulting legal counsel if necessary.

I appreciate your immediate attention to this serious concern and look forward to working together toward a resolution.

Sincerely,
********* ****** (***** *******)

Business Response
Date: 10/30/2024

Ms. Loving, as you stated in your original complaint, our team has put cameras in the toilets and scoped from the home to the sidewalk but found no issues. At this time, there is no evidence that there is an issue with the plumbing and there is nothing further that we can do for you.
Customer Answer
Date: 11/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I remain deeply concerned that the underlying plumbing issues in my home, as detailed in previous correspondence, is not fully addressed.

Summary of Outstanding Concerns

1.Repeated Incidents and Financial Burden: Despite assurances and inspections by ***, my family has endured two major water damage incidents, leading to significant stress, property damage, and out-of-pocket expenses. These issues have impacted our health, safety, and financial well-being, which is not consistent with a new home purchase.
2.Potential Defect in Plumbing System: Given the recurring nature of these blockages and water damage, I believe there may be an undiagnosed defect in the plumbing system, particularly concerning the *** sewer line. This issue has been documented in my prior warranty claim, and my independent plumber also advised further inspection beyond a scope.
3.Request for Resolution: My desired outcome remains the same. I respectfully request that LGI:
Conduct a thorough inspection of the plumbing system, including a comprehensive review of the *** sewer line and any construction-related issues.
Compensate my family for the costs associated with these incidents, including plumber fees, deductible expenses, and replacement costs.

This will not be resolved until LGI address the outstanding concerns.
Thank you for taking this matter seriously,

Business Response
Date: 11/19/2024
Ms. ******* we understand that you are concerned with the plumbing of your toilet. As we stated previously, we have fulfilled our responsibility in inspecting the plumbing and have not found any indication that there is a problem. If you or your insurance company chooses to have a further inspection done and the results are different, our team can reopen the ticket and investigate further. At this time, theres nothing further we can do.
Customer Answer
Date: 11/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

A full inspection was not done. Please issue a full inspection and check the quality of the pipes and see if the installation was done correctly. If its off any measurements it will impact the flow of the waste. I heard this is an issue with some new homes cause major water damages to new homes. Please do your due diligence to resolve this matter so I can say good things about LGI homes.

Regards,

Business Response
Date: 12/04/2024
Ms. ******* we understand your concerns but are unable to do anything further for you. Clogged toilets are not covered by warranty and our on-site team has determined that there is no further issue. If you have any new concerns come up, you are welcome to submit a warranty claim and have our team come out to investigate.

Thank you,
*******

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

Director of Digital Experience and Branding

O: ************
************************************************************************************** | ******************************

Customer Answer
Date: 12/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Please review the whole case because clogged toilets is not the issue. This is a new home with a plumbing defect that needs to be fully assessed including the installation accuracy of the pipes. We had two major water damage incidents in less than 1 year. Please Please investigate this and refund all the money we spent because of the defect.

Regards,

Business Response
Date: 12/12/2024
Ms. ******* as we stated previously, we have not found any indication that there is a problem during our inspections. If a further inspection is done by you and the results are different, we can reopen the warrant ticket and investigate further.
Customer Answer
Date: 12/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Will LGI pay all fees for further investigation of the quality of the installation of the plumbing and the entire plumbing system? We have already spent thousands on the two water damage incidents for this new home.

Regards,
***

Business Response
Date: 01/06/2025
Ms. ******* as we have not found any evidence of there being an issue with the plumbing, we will not pay for an inspection.

Thank you.

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

Director of Digital Experience and Branding
Customer Answer
Date: 01/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

What evidence do you need to pay for an inspection? My home had two major water damage incidents in a brand new LGI home. Plumber report verify the only thing that was present in the plumbing was toilet paper, f**** and urine. Brand new plumbing should function properly unless it was installed incorrectly. Please restore our trust in LGI by following up on this small request.

Regards,

Business Response
Date: 01/17/2025
Ms. ******* the only identified cause of the flooding were clogs, which are not covered by warranty. We did investigate with a scope from the toilet to the sidewalk, which did not show any issues with the pipes and no problem with the installation of the toilet has been identified. At this time there is nothing further we can do to help you.
Customer Answer
Date: 01/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

You did not investigate the quality of the installation of the pipes within the home. Toilet paper should not instigate two major water damages in a brand new home with brand new pipes unless the pipes in the home was installed incorrectly or the pipes are faulty. Please resolve this matter.

Regards,

Business Response
Date: 02/06/2025
Ms. ******* our homes undergo several inspections during the construction process to ensure the home is built correctly. Our warranty team investigated the situation when you submitted a claim in 2024 and determined that there was nothing that indicated a larger issue and that the clog was not covered by warranty. As you are aware, your workmanship warranty expired in April 2024.We understand that you are not satisfied with this answer, but you are no longer in the warranty period and no further investigations will be done.
Initial Complaint
Date:09/11/2024
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 am writing to express my deep dissatisfaction with the treatment my family and I have received from your LGI construction managers, **** ***** and **** *****. We have experienced significant stress due to their passive-aggressive communication and unprofessional behavior Specifically, we have encountered the following issues:Lack of Communication and Responsiveness: Despite repeated attempts to have warranty items addressed, we have often been unable to secure timely and professional service from contractors. This has led to delays in the warranty process and increased stress.Unprofessional Behavior: **** ***** and **** ***** have exhibited disrespectful and unprofessional behavior. For example, on 9/11/24, they visited our home and told us that we did not need to contact the LGI Homes office to voice our concerns to other staff of LGI. We explained that we had fully purchased the home and had the right to contact the main office for any issues as that team were whom that walked with us during the process of buying a home. During this conversation, **** ***** tried to force his way into our home uninvited, which we found alarming and unacceptable. **** walking through our home as if he (LGI) still owned it, without greeting my wife as if she was insignificant. Contractors entering our home with dirty work boots and without permission.**** insisting that warranty issues are normal and do not need to be addressed.**** yelling rudely at our neighbors about wearing hard hats.**** removing work orders from our dashboard without our knowledge.Telling us that he doesnt care if we call upper management about our complaints because all they are going to do is come to him. This shows lack of accountability know that there will be no recompense so that he can do what he wants.**** pushed my door to prevent me from closing it. We request that you take immediate action to address these issues and ensure that we receive the level of service and respect that we deserve
Business Response
Date: 09/24/2024
Dear BBB:

We investigated further into this complaint and there are two different sides of the story. After speaking with our team, **** ***** indicated that we worked closely with our trade partners to resolve their warranty complaints and that we communicated with the homeowners at every step. Every time either he or a trade partner would leave the homeowners with pleasantries and felt that when he left the encounters the homeowners were pleasant. Shortly after, they would reach out to the sales team and accuse our construction team of various things that he did not feel took place. To avoid miscommunication and a he said, she said, we decided that we would have two team members on site whenever we visited with the homeowner.

When **** went to review the warranty work that had been completed, the homeowner refused to let our construction manager, ****, into the house to be part of the conversation. We explained that they both needed to be there, and **** ended the conversation and stepped outside with ****. Before leaving, the team left the homeowner (Mr. ***** *******) with information about the next steps of the warranty process. It is this encounter that ***** is referring to in his complaint.

We believe our team has done their best to communicate with Mr. ******* and has taken extra steps to avoid any miscommunications. We do not feel that there is any action that needs to be taken and request that this complaint be closed.

Thank you,
Jessica
Initial Complaint
Date:08/26/2024
Type:Product 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.
On 6/25/24. ****** **** at LGI Homes told my husband and I that we can have our deposit back if we decide not to move forward with a house. We had a meeting on 8/23/24 to let him know that we would like our deposit back. He said he let his manager know but she didnt respond. I called and texted him on 8/23/24 on when we can expect the refund and he or his manager ****** ******** have reached out to let us know about the refund.
Business Response
Date: 09/09/2024
Ms. ******** we apologize for any delays in communication regarding your ******* money deposit. After further review, it appears that we refunded your money on 8/30/24. We wish you luck in your home search!
Customer Answer
Date: 09/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

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LGI Homes is NOT a BBB Accredited Business.