Complaints

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

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  LGI Homes

  1450 Lake Robbins Dr Ste 430 The Woodlands, TX 77380-3294

• 

  LGI Homes LLC

  6237 Stone Lake Dr Fort Worth, TX 76179

• 

  LGI Homes

  5560 Trailway Ave Firestone, CO 80504

• 

  LGI Homes

  3408 Pitchers Ln Murfreesboro, TN 37128-2948

• 

  LGI Homes

  748 Evening Shade Ln Lehigh Acres, FL 33974-0809

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:02/12/2023

  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.

  Had a Purchase contract for a home in Florence ,Az. Closing scheduled for 2-6-23. I requested a walk thru of the property had an appointment to do so on 2-3-23. Unfortunately employee scheduled to do the walk thru became ill. I was told the walk thru would be rescheduled for 10:00 Am Monday 2-6-23 one hour before the closing. I was not at all comfortable with a walk thru which is suppose to create a punch list of items that would need repaired prior to closing. I told Sales that I need to see the property over the weekend. I was told not to worry that any items I found that needed repair would be noted and taken care of after closing. I again stated that was not acceptable.. I needed access to create the list prior. I finally had our sales person contact me and she arranged for me to come by at 8;30 AM Sat. 2-4. I met Heather at the office and she gave me the key to the property. I proceeded to check out the house with some relatives and started a punch list. We were testing the bathtub upstairs when my daughter yelled up that there was water dropping from the ceiling. We went down and noticed that an area that had been repainted prior to us arriving was dripping water directly below the tub upstairs. I have pics supporting all of this. I called Heather she came over and immediately took pics and notified her manager Lamar and Construction superintendent Jason. I told Heather that obviously this was an issue prior and was hidden. She explained there was a previous employee that took care of repairs that was replaced because of issues. I was told by Heather that Lamar and Jason requested that we do not run any water and leave the home. Lamar said that I would be contacted as soon as they opened up the ceiling so I could come and inspect. That never happened . I was sent a pic/video on Monday 2-6-23. I asked for a full inspection and they denied. I did not get a call from LGI until 2-9-23 telling me closing was 2-21-23 . Refuse to refund $1,000.00. Very Deceptive

  Business Response

  Date: 02/13/2023

  We are sorry to hear that you are having concerns about the purchase of your home at Sunrise Estates. Someone from LGI Homes will be contacting you in the next 72 hours to learn more about this experience and offer information on next steps.

• Initial Complaint

  Date:02/08/2023

  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.

  We purchased the house on 01/27/2022. At the time of closing the deal, there were many defects or uncompleted issues. But the salesman told us we did not need to worry since we had a one year builder's warranty. Any issues would be fixed during the one year period. Once the deal closed, we started to submit the service request for all the uncompleted or defective items, especially the carpet. My property manager represented us to submit the service requests over 11 times, on average once a month. I personally called over 50 times. I am not sure how many times my manager called. What the builder did was use "busy" excuses from Monday to push the service to Friday, then continued that Friday to push it yet again to next Monday. It would escalate from this month pushing to the following month and so on. More than half a year later, they finally sent someone to fix a couple small problems. But the carpet issue never got resolved. They sent someone to evaluate the carpet many many times, and came to the conclusion that the installed carpet was defective, so they would schedule to replace it. We waited and waited but nothing happened. Due to this issue, we had to give our tenant rental credit for the inconvenience. Until November, we realized what they did was trying to wait for the one year warranty expired. Then they did not need to do anything. We called Mr. *********** regarding the issues. He helped us to get Mr. Darren ******** to measure the square footage on January 6, 2023. He told me he would schedule to install the new carpet before our warrant expired. All the answers I got were "will schedule to install the new carpet" until my tenants moved out, I called Darren to confirm the installation of carpet. The story turned dramatically, he told me they found out the carpet was ruined by my tenants. Is it ridiculous? If it's my tenants' fault, why did they never mention it? If anyone is still interested in purchasing house from LGI, BE CAREFUL!!!

  Business Response

  Date: 02/09/2023

  Stephanie, we are concerned to hear about the experience you
  have had regarding your warranty. We’ve sent your information to our team and
  someone will contact you within 72 business hours to follow up on the pending
  claims.

• Initial Complaint

  Date:02/08/2023

  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 our LGI home in the Hightop Ridge neighborhood on 12/30/2021. When doing the final walkthrough, we pointed out many, many issues and were told by the construction manager, Ben, that all would be fixed by 12/30 (closing day). Upon moving in, none of the issues were fixed. He came out and fixed a couple issues (relating to paint) and never came back for the other issues. Before our one year warranty was up on 12/30/2022, I fold warranty claims for all of the other issues, along with our sheet rock inspection. When the Sheetrock inspection/repair was scheduled, the worker never showed up, and it was like pulling teeth to get someone to come fix the Sheetrock. It finally got fixed, but a painter was hard to get to come. They would no-show a couple of times before finally showing up and painting over (not even texturizing!) the spots that were fixed. The ~10 warranty claims have yet to be fixed, and the new building manager told us he was going to remove them from the system or else they would be penalized for it taking too long. That was a red flag to us. We have contacted them many time (and have proof) that we still have things wrong that were filed, and there has been radio silence from LGI. Our floors are bubbled up all over the house, nails sticking out of boards in the attic, nails sticking out of floors in carpeted rooms, doors jams cracked and falling off, caulking missing or messed up, wall paint all over the ceilings in literally every single room, wall paint on baseboards, a yard with extreme bumps in every square foot, gaps under the fencing, windows are unsealed, and so many other issues. We just want them to all be fixed in a quality way. At this point, some areas of the home are incredibly dangerous. I have added photos of some of the issues in the house, not all, and conversations with the building manager, JD, with his phone number removed from the photos for privacy

  Business Response

  Date: 02/10/2023

  Hi Mallory, we are concerned to hear about your
  experience and apologize for the delay in getting your claims resolved. A
  member of our team will contact you within the next 72 business hours to review
  your concerns.

• Initial Complaint

  Date:02/04/2023

  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.

  We tried to purchase a LGI home at Trilby Crossing in Brooksville FL in December of 2022, our experience was good , but our application was denied by their lender. We waited to hear from someone at LGI about our deposit since we were notified of the denial, but no one contacted us. We called them 2 weeks later regarding our money, now we're having a PROBLEM trying to get our $1000.00 back. We have been told one excuse after another. We contacted Sammy ****** he told us to contact Haider Fayiz to get it on Monday. We called him and he had no idea what we were talking about and told us he couldn't authorize or give us our refund and stated we need to get it from the Sammy or the sales manager. When we asked to speak to Sammy we were told that he and the sales manager were both out of town until the following Friday. When we finally got in touch with Sammy a week later ,he advised he can't issue a refund until he gets authorization from the corporate office. He texted us a WEEK ago and said it was done. I responded and asked if he could mail a check he agreed. I texted him today to inquire if the check has been sent and he replied "I don't know" but he would check with the sales manager, but we didn't hear back from him. Now it is another 2 weeks later and we're still getting the run around. They were quick to take our money but playing games when it comes to returning it. Driving to Brooksville from Tampa is not an option and I have advised sammy why but it appears I may have to risk my health and make that trip. There has got to be something we can do besides text messages/calls and as soon as I find the answer we're going to consider other options but we just want our money back. We did everything that was asked of us and now we need to move forward.

  Business Response

  Date: 02/06/2023

  Hi Pearlestine, we apologize for the delay in returning your earnest money. We have received confirmation that your check was mailed out this morning. 

• Initial Complaint

  Date:01/31/2023

  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.

  RED FLAGS regarding LGI. This is not an honest company. They take your photo with a Sold sign to then say your not approved and need to do x,y,z after guaranteeing they will get you into a home. On top of that they will take a $1000 deposit from a legally disabled individual and cash it. To then tell them every excuse in the book why your money is delayed being refunded to you. Well this simply is not acceptable. I waited the amount of time plus another 7 days and given the same excuse and am now told to wait until Sunday (another week) I will not be put off. I want my deposit rightly refunded back to me and if it is not produced within the next 48 hrs we are seeking legal action. I caution all prospective home buyers to not get baited like we did. Completely unethical.. very disappointing on a business operation level. Do not promise to be what you are not as a company and then jerk people around when you owe them what legally belongs to them and says so on your legal documents. Your produced documents stating we would have our funds in hand no later than January 30th and have now lied to us.

  Business Response

  Date: 01/31/2023

  Hi Heather, we apologize for the delay in getting
  your earnest money check refunded. We’ve sent your message to our local team
  and someone will contact you within 72 business hours to coordinate the return
  of your money.

• Initial Complaint

  Date:01/24/2023

  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.

  Christmas week I gave lgi homes my $1000 dollars 2021 may 31 2022 we did the walk through asked Chris questions like no stairs to attic in garage brown sod gaps where it was laid why no gutters except over leach field only one light on side of garage and back door why no surge protector plugs in bathrooms told they in the breaker box we moved in first hard rain washed the sand full under garage for a big crack had gutters installed asked about the fridge in kitchen supposed to be up graded to a side by side with ice maker it's a apartment size ice maker on back order I bought the one the brochure shows paid $1649. the carpet shrank exposing the nails let me say sharp and hurt no folding ladder to attic just had the electrician out had to fix breakers and was told not to plug in more than 2 in at same time it's a garage using tools lost over $1200 in food from freezer and fridge didn't no closing the garage door tripped breaker. The water system you take a shower hope you don't smell like rotten eggs. The sod has gaps where it was not laid right when it rains the leach field has standing water on it where the dirt settles bad final grade

  Business Response

  Date: 01/31/2023

  We appreciate you reaching out. We hope that Chris was able
  to answer your questions during your New Homeowner Orientation. We’ve sent you
  message to our local team and someone will contact you within 72 business hours
  to discuss any concerns you have. 

• Initial Complaint

  Date:01/07/2023

  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 moved into Terra Vista community in Buckeye AZ on Dec 5th, 2022. I did my walk through with Erik ********, I pointed out the many things that needed fixing, including the ungraded back yard that has pools of water/ puddles. I was told they would all be fixed the next week. Erik did not call, and no one has come by. I have put in several warranty request as he suggested earlier. We set two dates, different times. I took time off work, no one has come by or called me, now he refuses to call me back; however, before I signed my final documents, he had no problems calling me back. I am very concern regarding the unfinished grading in the back yard.
  
  After reading the many reviews of LGI Homes, that they do not follow through with their warranty services, I fear this news may now need a wider audience, I did not buy this house to have my house sink into the ground years later.
  On Jan 7th, I talked to several of my neighbors, they are also having the same problems of Erik ******** not following through with their warranty services.
  I am asking for immediate response and fixture to the items stated in my warranty request, sounds like a simple quest to me.
  
  Porch – has white cements spots
  Kitchen- water faucet has a weak flow and spryer only works sometimes
  1. Yellow dent spot on marvel counter
  2. Bottom on counter has slit holes
  3. Cabinets does not close
  4. Needs to be repainted at the top (several places)
  Master- bedroom bathroom cabinet does not close
  Hall closet- two puncture holes inside of closet
  Yard
  1. Right side of back yard does not dry after weeks. (never)
  2. Sink holes in back yard
  Noted before walk through
  Noted day of walk through with Erik ******** 12-5-22
  Note in 3 emails including 12-2-22 approx. 4:35 PM
  Front Patio
  White concrete spots on front patio by the door

  Business Response

  Date: 01/09/2023

  Hi Arra-mela, thank you for reaching out about your
  experience. We have sent your information to our management team for further
  investigation and a member of our team will contact you within 72 business
  hours to follow up on the current status of your claims.

• Initial Complaint

  Date:12/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LGI Homes promised and advertised a dog park within the Summit at Liberty seniors gated community in Rio Vista California. It is on the lot plans within their sales office and as of two weeks ago their sales representatives were still stating a dog park will be built. It is also on their website. At the HOA board meeting the subject as to when it would be built was brought up. LGI's vice president of construction stated there will be no dog park built and residents can use the public dog park outside the community. He also stated we should be happy since the HOA would not have to pay for upkeep of the public dog park. LGI has use false advertising and had their sales representatives lie to buyers. HOA members bought homes based upon having a safe place within the community to take their dogs. Other issues are the pool being down from June to late December, the hot tub was down for two months since June, the tennis/pickleball lights haven't work properly in over two years, and the clubhouse hours are restricted so HOA members can not use it for the purpose it was built. Closes most days at 630 PM. Wednesdays at 4 PM.

  Business Response

  Date: 01/11/2023

  Mr. ******,
  We apologize for any confusion
  regarding the dog park. While a dog park is not being built within the gated
  portion of Summit at Liberty, there is a dog park within the greater Liberty
  neighborhood. This dog park is built where it is shown on the plot plan and is
  easily accessible to Summit at Liberty residents. We appreciate you letting us
  know that some of our team members may be saying that another dog park is going
  to be built. We will provide additional training to ensure that there is no
  confusion amongst our team. Regarding your other complaints, you will need to
  discuss those with the HOA who is in charge of the amenities.
  Thank you,
  LGI Homes

  Customer Answer

  Date: 01/19/2023

  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,
  
  
  
  
    LGI says I should contact the HOA to resolve issues with the pool, hot tub, gates and missing fences.  LGI has complete control of these areas and has not turned any of these areas over to the HOA.  Therefore, the HOA board can do nothing about these issues.  LGI also controls three of the five HOA board seats so they can presently block any potential HOA legal action.  I am one of the two homeowners on the board.  As for the court lights LGI turned over the courts to the HOA in March 2022 in non-working condition and LGI was supposed to fix the lights under warranty.  LGI was aware of the lighting issue at least six months prior to the turnover but did not fix them during this time period.  Currently there is no estimate as to when repairs will be made.  The pool and hot tub also are currently broken.  As for the dog park you can see on attached photos of the LGI website that the Dog park states within the Summit at liberty community and not a nearby public dog park.  The fencing also needs to be finished by LGI.
  

  Business Response

  Date: 01/31/2023

  Mr. ******,
  The dog park has been built where indicated on the map. Our plot
  plan does not show where the gates are and does not promise that it is within
  the gated section of Liberty. Regarding the other amenity items, we have sent
  your information to our local team and someone will be following up with you to
  discuss these further.
  Thank you,
  LGI Homes

• Initial Complaint

  Date:12/27/2022

  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.

  Requested repair for second floor floor boards being uneven and loose, they inspected it and have not done anything for 12 months. I reached out to them again and have not heard anything, I checked my account for the work orders and they have removed the work orders so that they are not visible. I paid over $3,000 to keep up my warranty for my new house, and they have done nothing to honor it. I understand they are busy but that can be the excuse for 12 months of inaction.

  Business Response

  Date: 01/11/2023

  Mr. ************, we have received confirmation from our team that the work order has been completed and was signed off on this morning. We appreciate you buying with LGI Homes and hope you continue to enjoy your new home. 

• Initial Complaint

  Date:12/05/2022

  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.

  Reached out to LGI about builder defect relating to lack of ventilation which has caused molding. They said my warranty was expired and that it was not a builder defect. I've had about seven companies come out and they all have stated it is a builder defect and LGI is not accountability. The mold has spread throughout the home and in the AC. I would also like to add, they lacked adequate insulation. Home is less than 2 and a half years old. They sent someone out to look, who barely inspected and asked us to sign papers that relinquished them of liability.

  Business Response

  Date: 12/06/2022

  Hi Junou, the purchase of your new home comes with a
  one-year fit and finish warranty provided by LGI Homes and a 10-year structural
  warranty provided by **** ********** ********. Your one-year warranty expired
  with LGI Homes 1.5 years ago, but should you have any concerns about your
  foundation please reach out directly to **** ********** ******** to open a
  claim.  The information to file a claim is located in the **** ********* ******** you have in your possession. 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.
  Thank you,
  LGI Homes