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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Submit a Complaint

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:04/02/2024
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 signed a purchase agreement on 1/24/2024 with LGI Homes. I paid a required ******* money deposit of $10,000.00. This was for the property at ***********************************************************************. The house was mostly finished but significant repairs and finishes were yet to be completed. The sales representative kept telling me they would be finished before closing. I stressed to him I would not close until all the repairs were done. The final walk through was scheduled for 2/28/2024 at 4:00pm, but the builder's representative did not show up. The sales representative asked to me sign a one week closing extension, which I signed. On 3/8/2024 the sales representative, myself and my agent met. Repairs were still not completed as agreed upon by closing, so I did not close on the purchase of the house. The sales representative stated LGI Homes would not return my $10,000.00 deposit. By this date my contract had expired.
Business Response
Date: 04/17/2024
Hi ******, thank you for contacting us. We have reached out to the local team for additional information.
Initial Complaint
Date:03/07/2024
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 bought my home in September of last year. The garage door would often reopen when I closed it. The door is now jammed and stuck half way open. I submitted a claim with my warranty but have heard nothing. This is a security issue with my garage being open all day and night! There is no phone number listed to call and no one has updated my ticket. Im very concerned about getting this resolved!
Business Response
Date: 03/15/2024
Ms. ****** we apologize for any delay in our team contacting you. We have confirmed that your garage door was fixed on 3/12. If you have no other concerns, wed appreciate it if you could notify the BBB of your satisfaction. Thank you for choosing LGI Homes and we hope you enjoy your home for many more years!
Initial Complaint
Date:03/04/2024
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 husband and I were in the process of purchasing a home from this company & were promised an interest rate of 5.2%. We received loan paperwork in the mail & the interest rate was 7.2%. We contacted ** the salesman we were working with & my spouse was advised that he didnt know but we would figure it out. He then had my spouse sign his name and mine name as if I signed to set up a loan appointment which I was in the hospital at that time so that agreement was null and void. The company is refusing to return our money as they are stating we did not show up to the loan officer meeting
Business Response
Date: 03/15/2024
Dear Ms. ******** we appreciate you contacting us. We have reached out to our local team for additional information about the situation to determine if you may be eligible for refund. Thank you, LGI Homes
Initial Complaint
Date:02/05/2024
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.
We have bought a house in LGI Brighton in 2023 in May. Before we moved in we let them know of certain repairs that needed to be made as they were in bad shape, such as the floor unevenness, rust marks on the sink and bath, a hole in the kitchen cabinets, water faucets with marks or scratches, etc. They told us that we could move in and that within a month all of this would be resolved. After a month, *** sent the companies that did the work and some of them just visited and checked, took a picture and said they would report it and let us know, never heard back or fixed it. We communicated several times with the person in charge of warranty and repairs first **** ******, who never responded for this warranty, nor sent anyone and then with Mr. **** ***** who sent workers but only to inspect but not to solve. When called he answered in a rude manner saying "now what? everything has been taken care of, what else happened?" he always said he would talk to his bosses to see what he could do, but we have not received a response. Since the month of August, I have reported the damage to the floor in the kitchen, living room, dining room and bedrooms, letting them know that every time we walk around it sounds and moves everything around, the company in charge sent someone and they stated that it is nothing with the floor but it could be the subfloor or foundations. They communicated it to LGI but Mr. ***** says that this type of damage is not included in the warranty, he can not do anything about it, his bosses say that it is not part of the warranty, the house has not completed the year of purchase and still has several issues with the floor and apparently LGI wants to complete the year of warranty without sending anyone to not answer for this. In the platform for warranty claims have been generated more than 25 requirements and these give them canceled or solved but have not solved.
Business Response
Date: 02/15/2024
Hi ****, we are disappointed to hear that you have been unsatisfied with your warranty experience. After reviewing the warranty portal, we can confirm that the cancelled work orders were consolidated into other, open work orders. We investigated further and found that on your New Homeowner Orientation walkthrough there were no unsatisfactory items listed. As our team has indicated,subfloor squeaking is not a warrantable item. This is outlined on the list of non-warrantable items that you signed during your New Homeowner Orientation. We appreciate you bringing the rude communication you have experienced to our attention so that we can provide additional training to address this. At this time, there is nothing else we can do for you. If you have any other items that you believe are covered by warranty, please submit a claim through our portal.
Customer Answer
Date: 02/15/2024
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. LGI needs to sent someone to fix the floors, the excuse was that subfloors are the issue but nobody check this or has an expert to give this final opinion.
*** sent a floor company but they just walk around the house and just said that they will try to find the same floors to change them. This is not a solution. I know that is not the subfloor or the foundation, this is installation issues. They need to change this.
This is a new house and the floor sounds like an old house. We trusted in LGI and discussed with other neighbors are they have the same issue but they receive the maintenance on the same problem.

Regards,

Business Response
Date: 03/20/2024
Hi ****, after reviewing our warranty portal we see that you opened new warranty claims on 2/9. From our records, our team has since addressed your concerns. We appreciate you choosing us for your new home, and if you have any other items you are concerned with, please submit them to our warranty portal.

Thank you,
*******

Customer Answer
Date: 03/20/2024
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 opened the warranty on June 2023 since that moment I have been asking for a replacement of the refrigerator
[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 04/08/2024
Hi ****, we reviewed the ticket that you submitted about your refrigerator being assembled incorrectly. It was determined that it was assembled correctly and that it matched the other refrigerators being installed in the community. Due to this, it was determined that there was no need to replace your refrigerator.
Initial Complaint
Date:02/02/2024
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.
On October the 12th 2023 my son informed me that there was a leak in his bathroom that had progressed to his carpet and wall of his bedroom. I immediately opened a case with my Emergency Home Warranty American Home Shield. They dispatched a plumber to come out to access the leak and water damage. The name of the Company was 1st ***************************. Their Phone number is ************. After their investigation they found an improperly PEX fitting by the home builder that was causing the leak. They repaired the leak and I contacted LGI and they said they only cover structural damage and not leaks or improperly installed plumbing. I filed a claim with my home owners insurance and the remediation and repairs were paid and completed, to which I had to pay $1,000 deductible. On 02/01/2024 I now have another leak in our master bathroom to which I am waiting on a plumber to fix which has caused significant damage to our bathroom and master bedroom. Once again LGI is refusing any responsibility for this defective workmanship Please assist us with this ongoing issue as it is causing significant stress and financial hardship for my family .
Business Response
Date: 02/05/2024
Hi ******, thank you for purchasing with LGI Homes nearly 4 years ago! As you may remember, our homes are backed by a one-year workmanship warranty and a 10-year structural warranty. As our team informed you, you are now outside of the one-year workmanship warranty period. While we sympathize that finding leaks is a stressful experience, there is nothing that we are able to do for you at this time.
Customer Answer
Date: 02/05/2024
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.

There was no way we could have known that the inspection performed on the home had errors or out right admissions by the builder concerning the leaks. The plumber that performed the repairs indicated there is no way the pipes and plumbing equipment installed could have passed a homes inspection. I believe we were deceived by the builder as we bought this new home in good faith. Here are the notes and picture from the plumber.
(Arrived on site and noticed that the customer had water seeping in the carpet in the master bathroom behind the master bath shower. We removed the sheet rock and found the plastic male adapter on the hot side of the shower valve had failed. We replaced the plastic male adapter with brass and repaired the hot water line. We also properly supported the shower valve. 1st leak (Customer had water on the floor in his sons bedroom. We found water leaking from behind the tub/shower wall. After removing the shower faucet trim we found that there was a active leak on a improperly installed half inch pex fitting. We opened up the wall behind the shower faucet and removed the improperly installed pex fittings. Then installed new pex fittings and pipe. Installed a access panel and reinstalled the existing shower faucet trim. Everything is working properly at this time.)
Regards,

Business Response
Date: 02/14/2024
Hi ******, our homes undergo several inspections by third-party inspectors throughout the construction process. If any of these had failed inspection, we would have remedied the situation. We would not have been able to have you close on your home if any inspections had not passed. We include a one-year workmanship warranty for any minor items that arise during the first year. Since these issues did not arise during that time period, we are unable to do anything for you.
Customer Answer
Date: 02/17/2024
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.
After reading the companies reply, it is obvious that they wish to continue to deny any responsibility for their inspection process. The plumbers documented the improperly installed PEX pipe that caused the first leak and damage to our home and clearly was not inspected during the building process and there was no way at closing of the home that we could have known that was the case as the walls were sealed. We had to pay thousands of dollars and our home owners insurance has no dropped us from coverage as they see there are so many issues with the home we purchased in good faith. This has caused us severe financial and mental stress and we are worried what is the next issue we will have with this home.

Regards,

Business Response
Date: 02/19/2024
Hi ******, there were no signs of a leak reported within your first year, while you were covered by the 12-month workmanship warranty. We understand that dealing with a leak is frustrating, but since this occurred several years after your warranty expired, there is nothing we are able to do.
Initial Complaint
Date:01/12/2024
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.
This is in regards to LGI home builders. After purchasing our home 6 years ago we expected our HOA to be turned over at 90% capacity. As of now we are at 99% capacity. Not only is our HOA failing to keep our neighborhood upstanding, LGI refuses any contact with us. Our contact ******* ********* has been contacted five times with absolutely no response. Homeowners are failing to comply to HOA rules and our neighborhood is not only falling apart, but becoming a safety hazard. With cars parked on both sides of the road, emergency response vehicles cant fit through. There are basketball nets anchored to side walks, and the playground is missing safety equipment. This isnt just about homes being clean and weeds being pulled, this now concerns the safety of our residents and children. And thats just the beginning. LGI homes is not complying to their contract with SUPERIOR HOA and will not even respond to emails/contact forms about getting our HOA turned over to the residents so we can get our neighborhood in good standing again. At this point, we have tried contacting them for over 6 months to get the ball rolling and have had zero response or resolution and we as a community are desperate. If they wont respond to us, maybe this complaint will get there attention. Thank you.
Business Response
Date: 01/18/2024
Hi ******, we appreciate you reaching out with your concerns. We have confirmed that we plan to turn the *** over when the community is 100% complete. Our team will set up a meeting with the *** to review the plan for this process.
Customer Answer
Date: 01/29/2024
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.

Looking at property lines within the *********** community, there are zero plots left to be filled and if there are, there has been zero construction in this neighborhood for at least a year or more. This is unacceptable.

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

Business Response
Date: 01/31/2024
Hi ******, we understand your concern. As we stated, our team is working to set up a meeting with the *** to review the plan for this process.
Initial Complaint
Date:12/31/2023
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.
This new build is falling apart and none of the big concerns, roof support beams, cracked foundation, severe seperation of brick and mortor that now goes the full length of exterior wall, improper installation of shower insert, roof singles bowing up. The Construction manager Mile ******* has declined all repairs and has caused more damage in the repairs he has made. I've spoken with LGI and filed several work orders that have been canceled or falsified.
Business Response
Date: 01/02/2024
*** ********** we see in our warranty portal that you have
been in consistent contact with our team, with the most recent communication
recorded a couple of weeks ago. We have addressed many of the concerns you have
outlined: concerns about your roof shingle and shower were resolved in May and
your foundation cracking was fixed in December. The cracking in the brick mortar
is a normal part of the settling process and our team has communicated to you
that this is not covered by warranty. If you have any other concerns, you are
welcome to submit another warranty claim through our online portal.
Customer Answer
Date: 01/03/2024
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.

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

Regards,

This LGI home Is not what I was told I was getting.
Initial Complaint
Date:12/20/2023
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 name is ***** I purchase my home back in October 2020. I am reaching out regards the roof and stucco problem. I know the house has two years left of structural warranty .The roof is not done correctly and doesn’t have track to prevent water damage to the stucco. In the pictures you can see that the roof are not lineup correct with the stucco which is creating a gap. This can cause water to go into the stucco and cause internal damages. This is on both sides of the house of the front end .I try contact them by email and phone and there is no answer. I contact customer care on LGI home website about info on warranty. I never got a answer back. If I don’t hear back from LGI homes I will take legal action.
Business Response
Date: 12/21/2023
Hi ****, we are sorry to hear you have concerns about your
roof. After further investigation, we were able to see that this home was
originally purchased in 2015, but the names on the contract do not match yours.
Since you state that you closed in October 2020, we presume that you purchased
the home as a resale home. While our homes do include a 10-year structural
warranty, this warranty is provided by 2-10 Homebuyers Warranty and would have
had to be transferred to you. If this has been done, you can contact 2-10
Homebuyers Warranty directly to open a claim with them. We apologize that we
are not able to help you further with your claim, but we wish you and your
family many years of happiness in your home.
Initial Complaint
Date:12/05/2023
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.
Purchased brand new home from LGI 9/6/2023. Prior to final walk through many things wrong with home were reported and we were told it would be fixed before final signing. At final walk through these issues were still there and we were told they would be repaired ASAP. We have a 1 year warranty of the home and have several texts of them saying it would be fixed. We have copies of all the times we reported problems to be fixed on their website you report the issues to. We have proof the issues were marked as cancelled and never fixed. My wife and I have both fallen in deep holes on our lawn and sprang our ankles. The sod was never placed right and this was noted before signing and at walk through. We were told it would be fixed and it hasnt. We have crack in bathtub that continues to get larger. They sent someone out who said they would get back to us on what needed to be done, that has never happened. All our inside doors are not put on properly causing no privacy as you can see straight through them. The floating floor is sinking in and has not been repaired. The granite countertop has many chips in it, not been fixed. Many outlets are loose and around them the wall is pushed in. One of the bedrooms does not have AC coming through properly. We have had AC repairman out 3 times, replacing duct work, opening more vent flaps, nothing has worked and we are being told nothing they can do. Baseboard were not replaced correctly in garage and insulation is falling out from attic. They claim this is normal and it has not been fixed. We went almost an entire month without a properly working refrigerator and have texts of lies after lies about getting a refrigerator and never getting it to finally getting it almost a month later. No one seems to have a boss or supervisor to report these issue to. I bought a brand new home that should not have all these issues and not be repaired as told it would be. My family should not have to live this way.
Business Response
Date: 12/14/2023
Mr. ******* we are sorry to hear that you have been unsatisfied with the warranty experience. We passed your concerns on to management and have received confirmation that our team is currently working with you regarding these issues. So far you have signed off on the work orders for the floating floor and the A/C in the bedroom. Our team discussed with you that inside doors do not get sealed the same way outdoor doors do and this is not a warrantable item, and you agreed to sign the workorder as complete. We understand that the lumber company is coming out to work with you on this item, despite it not being covered by our warranty. When you reviewed with our team, there was also no sign of insulation coming out of the attic. All other items the sod, tub, countertop and outlets are currently scheduled and are expected to be completed over the next couple of weeks.
Customer Answer
Date: 12/14/2023
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.

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

Regards,

My spouse sent these pictures of insulation falling out of unsealed baseboard location in garage wall. If I am wrong about it coming specifically from attic, then you inform me where it is coming from. This is an everyday occurrence of little by little insulation falling out of cracks below baseboards. You can put your finger inside the crack that is NOT sealed and feel the insulation. This needs to be addressed as I have attached pictures to show this is occurring and should not be. If the baseboard would have been placed on correctly and sealed off, this would not be an issue.

Business Response
Date: 01/15/2024
Mr. ******* thank you for the photos. We see that you have updated the warranty portal with this concern.We will follow up with our team to confirm that they have reviewed it with you and are taking any steps deemed necessary to address it.
Customer Answer
Date: 01/30/2024
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.

[Provide details of why you are not satisfied with this resolution.]
Once again we are being pushed around with this wall in the garage not being fixed. Our situation was turned over to *** who said he would be addressing everything and yet he has turned it all back over to the original one named **** ******* who has done nothing but lie and set dates and not show up to complete work. I have all the texts with this information and all the work orders. We were told on 12/20/2023 our door leading out to garage would be fixed that day by **** who mysteriously disappears from our home and it has yet to be fixed and the work order shows cancelled on the website used to report issues to be repaired. We were told by *** our garage would be looked at, now under work orders it shows as cancelled and not under warranty??? Its a brand new home and we were assured by him this would be addressed. I have documentation to support that as well. The other 2 inside doors are still not fixed with big gaps in them. *** uses the excuse your home is a spec house. Thats a house built on speculation that someone will purchase it, it does not mean they are not responsible to be built correctly and for them to stand behind their word to fix things needing fixed. The bathtub has a loose faucet not attached correctly. It is away from wall and was addressed to *** and **** several times and we were told this would be fixed, it hasnt been fixed and work orders shows as cancelled. They are saying to you these issues are being worked on yet we hear nothing and are constantly the ones having to reach out to be told oh we are working on it. Worst builders ever who do not care about nothing but making a sale and not keeping their word with the warranty. This needs to be fixed as we told it would be.
Regards,

Business Response
Date: 02/09/2024
Mr. ******* we are disappointed you have been unsatisfied with the warranty process. We have confirmed that our team met with you on February 1st to address your concerns and on that day you indicated your satisfaction with the work done and signed off on the work order. We see that you have since submitted another work order, and our team has scheduled a meeting with you on February 12th to review the new ticket.
Customer Answer
Date: 02/14/2024
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.

[Provide details of why you are not satisfied with this resolution.]
How can I be satisfied when I find out that I was asked to sign off on a blank screen TRUSTING that you were honest with the work order and then receiving an email after you leave my residence with what I signed and it saying I had rodents in my garage and also stating things that were fixed that particular day that werent and once again, it was a waiting game to get someone out here to address this issue. You have to show me what I am signing off on and not just a blank screen and then turn around and send me an email with detail by detail of what I signed. Thats not professional or acceptable. I am also being tossed around from person to person with who handles my work orders. I am told *** took over for **** and *** was actually trying to fix things in a timely manner and was professional. My wife texts *** about issues and now he will not respond at all and it was turned back over to **** ******* who rarely follows through on anything and is the one who had me sign the blank document. Now ***** **** has taken over and was here the other day and did fix a door that has been reported several times and it took coming to the BBB to get resolved. He also half fixed a bathroom faucet thats not going to hold up and you dont realize these things until they leave and you use the faucet and realize, ok this is not going to hold up. We are being told this is a spec home so what do you expect? Ok well if I purchase a new vehicle its a spec vehicle and they honor their warranties without questioning me and they remain professional. Professionalism is not something LGI stands by. They treat you like a second hand citizen who bought a brand new home that is going to have issues but they surely dont let you know that during the buying process. A new home should NOT even have issues as we have had and we should not be treated the way we are and have things hidden from us like blank documents to sign and then seeing emails later in the day.
Regards,

Business Response
Date: 02/15/2024
Mr. ******* we are concerned to hear about the manner your signature was obtained. It is certainly not our intention to mislead you and we expect our team to explain what you are signing for. We appreciate you explaining this so that we can provide additional training to our team. We always recommend submitting items through the warranty portal rather than texting our team directly. Our team may get moved between communities where they are no longer in a position to help directly. Additionally,when you submit through our portal our management team can track the progress of claims and will receive reports regarding open or overdo tickets.
In the portal, we do see that you met with our team on the 12th. At this time, we addressed the tub spout, and you indicated you would like to caulk it yourself. We also have contacted our countertop company to inspect your counter for any defects. We understand that you have had concerns about your experience, but our team has been in consistent contact with you to review your claims and we are currently working towards resolving the last of your concerns.
Customer Answer
Date: 02/26/2024
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.
The signature in question is a signature your wnoooyee, **** *******, had me sign. It was a complete blank screen and as soon as he left my residence he sent an email stating things were fixed that werent fixed and also had stated I had rats in my garage. Thats an insult to me as a homeowner and very degrading.
I did state I would caulk my own tub but I was having an issue with the actual faucet head not being placed back correctly. That has since been corrected.
We had one of our bedroom doors looked at today and the solution is to put chapstick on the hinges to keep it from popping really loud in the mornings after being closed all night. Who does that? A brand new home and the solution is chapstick??? It is what it is.
I have made the biggest mistake ever going through LGI and things are half fixed when they are fixed OR we are spoken to like you didnt buy a custom build so this is what you get type answers. Again, I should have been informed before even signing by the sales team that LGI homes have serious issues with all the things being imperfect inside and outside the home and thats going to happen because its not a custom build. If I would have been told that, I would have never purchased from LGI
[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 03/20/2024
Hi Mr. ******* we believe in the quality of our product and are disappointed you feel this way. Home construction is a process done by humans and we know that not everything is going to be perfect, which is why we include the one-year workmanship warranty on our homes. If you have any other concerns before yours expires in September, please feel free to submit them to the portal for our team to review.

Thank you,
*******

Customer Answer
Date: 03/20/2024
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.
Yes, we all make mistakes but our issues were never handled fairly nor professionally. They basically just threw a band aid on some of our issues and the latest advice given was rub chapstick on our doors to keep them from making loud noises when opening. This never happened until they sent someone out here to fix the gaps all in the doors in every room and eve front and back door. No door was ever placed on correctly. The unprofessionalism from the sellers to the maintenance is disgusting and people need to be aware of this before purchasing a home through you. It was our worst mistake we have ever made and we were blind and fell for it.
[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 04/08/2024
Hi Mr. ******* we are sorry you have not been satisfied with the warranty work completed. If the on-site team has determined that an item is not warrantable work there is no further action we can take. If you have any other concerns with your home, please feel free to submit them to our warranty portal.
Customer Answer
Date: 04/10/2024
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.
There was only one issue that was not warrantied. That was the garage door, which is pathetic since it has never worked properly since moving in. I am now having to go back and forth about actual chips in our granite that they state is normal. I have already had a company come out one time and smooth cracks out and informed me the granite was never sealed correctly. I also have an issue with your workers resolution of putting chapstick on the door hinge so the door does not pop loudly when opening. Who purchases a new home to be told to handle a situation like that?? These doors were not put on correctly the first time when home was built and they were not even corrected when workers were sent out. Workers who dont speak English and theres no communication to tell them this is not right. You always have an answer to try and suffice this and its sad on your companies part. LGI is the worst of the worst when it comes to customer service.
[Provide details of why you are not satisfied with this resolution.]

Regards,

Business Response
Date: 04/17/2024
Hi Mr. ******* we understand that you are unhappy with the direction that was provided. If you believe that this is something that is not due to normal expansion and contraction as was advised, you are welcome to submit another claim and ask them to come out and reevaluate the situation. Since our local team has been in consistent contact regarding your warranty claims,there is nothing further that we can do for you at this time.
Customer Answer
Date: 05/02/2024
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.

[Provide details of why you are not satisfied with this resolution.]
First off, no one from LGI has been in consistent contact with me. I am the one, or my wife is, in consistent contact. Attached you will see things that ARE warrantied that we are being told or not and then ***** **** changes his mind and twists my wifes words and oh suddenly garage will get looked at. That was last week and no more word. You will see attached granite chipped is a work order request. ***** **** says thats normal and gets frustrated and tells my wife to get in touch with granite company. Ok, Done. The lies of your workers and word twisting and refusing to acknowledge there are so many faults in this brand new build are very overwhelming. My wife was also told that she said we would be getting a new countertop so why worry over getting it repaired. No, the money being saved for that will be going to an attorney for all of our stress and lies and half fixing things. This company deserves to have an F rating and consumers need to be aware to do their research before even purchasing a home through LGI.
Regards,

Business Response
Date: 05/13/2024
Hi Mr. ******* we reviewed your notes about the conversation with the granite company in the warranty portal. During your New Homeowner Orientation you signed our Non-Warrantable Items and Conditions document, which specifically states that maintenance of all hard surface flooring and countertops including scratches, cracks, chips or discoloration is not covered. While the granite company has the ability to fill the chips, it is still not an item that is covered by warranty. If you would like a copy of the documents that you signed regarding warranty during your orientation,wed be happy to provide it.
Customer Answer
Date: 05/15/2024
Better Business Bureau:
You are right and I am sure through all my paperwork this can be found but wasnt sure why they had someone from the company even agree to fix it the first time and even had the workers specify to us that the granite was never installed properly and was never sealed. Its their word against mine and yours. As for signing forms, yes, I did sign them and biggest mistake I have ever made in my life ***** rushed my wife and I through them so quickly assuring us ALL things were warrantied and they made sure to schedule final walk through less than an hour before our signing of our home. They scheduled it same day and I know there was motives for that. I am not alone, search the web, its not just an issue in *******, its an issue all over the US with LGI. Its a back and forth with you all and excuse after excuse made by you when in fact you KNOW you are in the wrong and make really awful cheap made homes and lie to consumers and rush them into sales and signing for your benefit. This is also why you have a F rating and I hope it stays that way. We are sure to get the word out to anyone we know to never purchase an LGI home.
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.

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

Regards,

Business Response
Date: 05/30/2024
Hi Mr. *************** are disappointed to hear you felt rushed signing your documents. Our team goes through every item with you step by step and reviews the documents with you as you sign them. Attached is the document you signed, which outlines that chips in countertops are the responsibility of the homeowner in the interiorsection of the checklist. This is again reiterated as anon-warrantable item in number 2 of the Non-Warrantable Items and Conditions page. You can also see at the end of the Homeowner Orientation Checklist there is a section to fill out any items that were not completed to your satisfaction. This section was left blank. We believe with all of this it was made clear that these items would be your responsibility, and there is nothing further we can do for you at this time.
Customer Answer
Date: 06/20/2024
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.

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

Regards,

I did have an open complaint against LGI with no resolve and yet here I am with more complaints. Today, 6/18/2024, *****, from LGI, came to see our carpet in all bedrooms in certain areas of the rooms not put down correctly. You can put your hand behind the carpet in certain spots and feel concrete foundation that is full of loose debris underneath. We were told this was caused from moving furniture in our bedrooms. Our furniture has never been moved in our bedrooms since moving into our home. He then proceeds to tell us it was ok and just a foundation issue where it wasnt formed properly and it would be ok. This is a brand new home and this is unacceptable. Whats going to happen years from now with this foundation that was not poured correctly and you can stick your hand under the carpet and feel it along with loose concrete debris? This is normal? We were also told they did alot of firing of builders who made all these errors when building. So, mine is ok and all other news one being built dont have these issues because you resolved them by hiring an entire new company to build for you? So lets not address my issues that are being treated as if this is normal. This is unacceptable and needs to be fixed just like the other new homes are having theirs done correctly while I just get the excuse, oh thats normal and the foundation was not done correctly.

Business Response
Date: 06/27/2024
Hi Mr. **************** team determined that the carpet was fine and there was nothing warrantable to address. If you are concerned about your foundation, you can file a claim with the structural warranty provided by 2-10 Homebuyers Warranty. For this, you will need to reach out directly to 2-10 Homebuyers Warranty to open a claim. The information to file a claim is located in the 2-10 Homebuyer booklet. We apologize that we are not able to help you further with your claim, but we wish you and your family many years of happiness in your home.
Customer Answer
Date: 06/28/2024
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.

[Provide details of why you are not satisfied with this resolution.]
You are telling me carpet is not tacked down completely in all areas where carpet is laid? Is that correct? That must be an LGI only law. No brand new home should have carpet pulling away from the wall where you can lift it up and it is only in spots. That is unacceptable and poor workmanship. Time and time again I am told by *********** that those people who built OUR home were all fired because of poor workmanship. This carpet needs to be tacked down and I will file a claim on the foundation issue as well which still should fall under LGI for not inspecting this. I will be having an inspector come in and do a total inspection of everything in this home. Also, explain ***** Sinks quick fix for our gaping doors that you can see daylight out of? Explain ***** Sinks quick fix of just put chapstick on your door hinges so they dont pop loudly when you open them?

Regards,
Initial Complaint
Date:09/13/2023
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.
8/1/20223 I applied for a home loan at LGI homes out in Angier NC on this date. I was required to put 1000 dollars down in earnest money to put the house under contract for 14 days. I was declined by LGI finaneing on 8/4/2023. My realitor reccommened another loan company said called them and they garuneteed approval. So i called my realitor almost daily to find out the status he stated he knew nothing. Finally on august 23rd the morgage lender called me and said that LGI had not sent up my check stubs for income verification and that is why it has taken so long to get a approval or disaproval. I called the realitor at LGI he said he sent everything up I also uploaded documents on the lenders web portal (****) bank. The lender stated to me they dont know how to download files off the portal and requested I email my document so I did so. In the mean time the house can only be under contract for 14 days it is now 8/23/2023. On this date I called my realitor and he informed me the house went back on the market beacuse I did not get appoved within the 14 day time period which was LGI fault for not sending **** my entire file to include my income. I ased for my refund and my realtor stated **** has my 1000 dollar money orders and they would contact them for the refund. I called **** and they stated LGI has my 1000 dollar money order. So I called western union to track my money order and come to find out LGI cashed it on 8/3/2023 before i was even disappoved by LGI finiance. Bottom line LGI has lied to me about everything throughout this entire proccess. I never recived a formal letter in the mail expalining in black and white why I was declined by LGI finance. It seems to me like this is a good way to scam people who are looking to buy a home the promise to deliver you put down your earnest money and when they cant deliver they keep your check and say another finance company has your money you need to go to them. No LGI you cashed the money order before the I was declined by your bank. When all is said and done I want my money back. LGI failed to deliver on there promise. And they cashed my money order before i was approved or declined. I would not reccomend this builder or its agents to anyone they fail to deliver and try to keep your earnest money
Business Response
Date: 09/19/2023
Hi Mr. ******** we are concerned to hear about your
experience, as it does not sound like our typical process. We reached out to
our management team for further investigation, and it has been determined that
we will refund your earnest money. You will receive a call from our team to
coordinate the return of your money.
Customer Answer
Date: 09/19/2023
[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.