Complaints

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

close

Find a Location

LGI Homes has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  LGI Homes

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

• 

  LGI Homes

  16202 Duclair Ln Hockley, TX 77447-9498

• 

  LGI Homes

  4353 W. Crescent Road San Tan Valley, AZ 85142-6176

• 

  LGI Homes

  19219 Eagle Lake Rd S Big Lake, MN 55309

• 

  LGI homes

  12887 Shoreline Dr San Antonio, TX 78254-6316

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:11/22/2022

  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.

  I had my LGI Home built and moved in October 2019, Just a few months later, I had a few leak issues. The most recent in my kitchen, under the sink. This was about 6-9 month after moving in. They sent someone out who took multiple kitchen cabinets doors off.
  
  I just had them replaced in the last couple of months along with the granite counters that cracked due to the lack of support for so long. They still need to complete the bottom molding (?) or toe kicks, replace a few es and the bottom of my dishwasher they took out that keeps it from shaking and rattling. The last time I heard from the contact Jake was on 10/11/2022 stating someone will be out 10/18/2022. They did come out, look at it and stated they were not prepared. This has happened in the past over 20 times before. Since that last communication, Jake does not return my phone calls or text. I have all of the texts with him along with picture since January 5, 2022. I worked with 3 other representatives before him that got nothing accomplished. I just want the work completed, If possible, also the free linoleum tile stated would be given to me to do my living room and possibly enough for my bedroom. Most important is the completion of my kitchen.

  Business Response

  Date: 11/28/2022

  HI *********, we apologize that you have not received any
  communication over the last month. A member of our team will contact you to
  discuss your outstanding warranty claims with you within 72 business hours.

• Initial Complaint

  Date:10/12/2022

  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.

  On Sunday, October 2nd, 2022, I began my search for my first home purchase in an LGI Homes development in Jarrell, Texas. Darrell R*********, LGI Homes 'Sales Master', showed us a house and encouraged us to secure it, telling us numerous times that we could 'hold' the house for two weeks with a completely refundable $2000 'hold fee'. Mr. R********* further assured me that he/LGI would not even deposit the check for two weeks, so he would simply return my check if we decided not to buy within the two weeks. While reviewing the documents, I asked Mr. R********* for clarification about wording that seemed to contradict some of what saying but he repeatedly assured us that we were NOT committing to buy the house and that my money was refundable. I have never purchased a house or had any real estate experience. I didn't even have a realtor. We were just looking. So I relied on Mr. R*********'s assurances that I was only 'holding' the house, not entering into a purchase agreement and in good faith, I signed the documents and gave Mr. R********* the check for $2000.
  Two days later, October 4, LGI Mortgage called and said I was required to apply for a mortgage with them that day or lose my $2000. I immediately escalated to Mr. R*********'s manager, Richard Randall. Randall was dismissive, and without any investigation or speaking to R*********, he told me he didn't believe me and that I could walk away from the house but lose the $2000. I was horrified to then discover that the $2000 check the had already deposited my check debited from my bank account! All in complete contradiction to what Mr. R********* told us! On October 7, I sent a written request for a refund to Mr. Ross- Brown and Mr. Randall copying Sr. Executives at LGI Homes, also stating that I do not want to purchase the house. No response. I have also filed a complaint with LGI Homes via their Whistleblower Hotline; also, no response.
  I just want my money back as promised by Mr. R*********.

  Business Response

  Date: 10/13/2022

  Mr. Mcginn,
  We are disappointed that you have chosen not to move forward
  with the purchase of your home and are concerned about the claims you have
  made. A member of our management team will contact you within 72 business hours
  to discuss this further with you.
  Thank you,
  LGI Homes

  Customer Answer

  Date: 10/17/2022

  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 no resolve my complaint.  

  
  

  I have still not been contacted by LGI Homes.  I have reached out to them directly on several occasions already over the last two weeks with no response (see attached messages) Just telling me that they PLAN to contact me within 72 hours does NOT resolved my complaint if they don't actually do what they said they would do.

  
  
  Regards,
  
  Braxton

  
  

  Business Response

  Date: 10/28/2022

  Mr. Mcginn,
  
  We apologize for the delay in responding to you. We have investigated the situation further and it has determined that we cannot refund the earnest money deposit. We have also confirmed that your whistleblower complaint has been responded to. We understand this is not the answer you were looking for, but there is nothing else we can do at this time. We wish you the best. 

  Thank you,
  LGI Homes

  Customer Answer

  Date: 11/04/2022

  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.  
  

  My complaint has NOT been resolved.  I was intentionally misled by Mr. Darrell R*********, the LGI Homes representative and the moment I became aware of it I escalated to him and his manager.  I was told that the $2000 check I was giving to him was:

  1. NOT earnest money or any kind of downpayment.  To be clear, I asked him and he repeatedly told me and my girlfriend that it was NOT a downpayment; that it was something he called a 'holding fee' and that

  2.  the check would not even be cashed for two weeks and that I could change my mind within that time and he would just give me my check back.  

  He knew I was a first time home buyer and did not yet have a realtor or anyone to represent me.  I just stopped by to look and that is what I told him.  He convinced me to pay him $2000 by flat-out lying to me about what the payment was really for.   That is a LOT of money to me and had I believed that I was actually making a deposit on a house I would never have done that.  But I asked him multiple times and every time he told me the same thing - it was NOT a commitment to buy but a way he could 'hold' the property for two weeks and that within that time, since it would not be deposited, he would just give me back my check. 

  Instead, Mr. Ross Brown IMMEDIATELY deposited my check.  It sounds like LGI Homes is comfortable misleading customers and taking their money.  I think it is important that the public be aware that LGI Homes and Mr. R********* in particular could take advantage of them too if given the chance.  

  Again, the only way to resolve this is to return my money as Mr. Ross Brown promised.

  
  
  Regards,

  Braxten Mcginn

  
  
  
  
  
   

  
  

  Business Response

  Date: 11/08/2022

  Mr. Mcginn,
  
  Our internal investigation determined that we cannot refund the earnest money
  deposit and there is nothing further we can do for you without additional
  documentation for us to evaluate. 

  
  Thank you,
  LGI Homes

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair 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.

  Purchased a home from LGI earlier this year and can't get them to honor their warranty service. The kitchen floor started falling apart less than a month after closing on the house. I opened a support ticket through their web portal more than 3 MONTHS ago, and have yet to receive any repairs or even any indication that they plan to perform the repairs. Meanwhile, the damage is spreading as each floor board that comes loose gives the next ones more wiggle room. The boards are cracking and shredding apart, making it unsafe to walk in my kitchen barefoot. I have reached out through their support portal as well as called the local customer service manager directly several times. It took them 2 months to even send someone from the flooring company out to look at the issue, and they are refusing to give any sort of timeline on when they will start the repairs. There has been no communication about why they are delaying the repairs.

  Business Response

  Date: 09/26/2022

  Hi ******,
  We apologize for the delay in following up with you regarding your warranty
  claim. A member of our team will contact you within 72 business hours to review
  the ticket and provide an update.
  Thank you,
  LGI Homes

  Business Response

  Date: 09/27/2022

  Hi ******,

  We have received confirmation that our team has spoken with you and has committed to replacing your flooring by 10/15.

  Thank you,

  LGI Homes

  Customer Answer

  Date: 10/10/2022

  [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.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/23/2022

  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.

  Went to purchase some property. Recently moved into the area. Although I still needed to do my homework, I was told that I needed to put down earnest money and that it would refundable if I decided not to go through with the sale. The loan amount was also going through them; it was high with all kinds of additional fees. I elected to turn it down. I was told that the loan would be canceled, but they never did cancel it. I kept getting notices to review my loan. Contacted them and indicated I thought we canceled don't get a response for 2 days. Indicating that they went ahead and canceled it. I am not sure if that is true or not. furthermore I asked for my monies back in which they are indicating that it was buyers remorse. I had not purchased anything yet to have remorse; however investigating the company and due to the loan stipulations did not want to go through with the loan, although approved. Then after canceling my purchase contract and sending me a document to sign that it was buyers remorse and not to refund my money. I will not not have no signed this document. This was a total deception on the part of one Rocky P. as I would have never signed anything nor given them the money if I knew any of this. I simply want my money back which was 1000

  Business Response

  Date: 09/26/2022

  We’re disappointed that you decided not to move forward with
  the purchase of your home. As stated in section 5 of the purchase agreement,
  your earnest money is refundable if you are unable to obtain financing for your
  home. Financing can be obtained from any lender of your choosing. Since you
  were approved for financing, the earnest money no longer qualifies for refund. We
  wish you luck in your search.

  Customer Answer

  Date: 09/26/2022

  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.]
  

  The monies weren't wasn't even going to be part of the final deposit.  I reject this and was further told that i can cancel and get a full refund by Rocy P.  I reject this answer and want my 1000 refunded
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 10/05/2022

  According to the terms of the purchase agreement you signed,
  your Initial Deposit is only refundable if you are unable to obtain financing. While
  you are correct that the deposit is not used towards your down payment, it is
  also stated in this purchase agreement that the deposit is applied to your
  closing costs. We know that this is not the resolution you are looking for but
  is in alignment with the contract you signed. We wish you luck in your home
  search.

• Initial Complaint

  Date:08/18/2022

  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.

  Hello,
  
  We had a closing with LGI homes North Carolina (Troutman) and we have used LGI mortgage so that we would get this offer "LGI covers the closing cost".
  
  Now, let me give you an overview about this issue.
  
  We have asked the lender (LGI mortgage) to use the realtor credit/rebate towards closing on top of LGIs closing costs but we have been told there is no room for this as LGI covers all the closing cost, which makes total sense, because LGI covers the closing cost. But at the end of the day, credit/rebate money used for closing instead LGIs, which dosent make any sense or no one told me that they are going to use all the money towards closing before the closing date, so i dont know what i have signed, felt like they rushed me to do the closing without giving all the details. LGI mortgage people havent properly communicated with my lender too.
  
  We should be happy now buying a new house from LGI home but now we are stressed out because of this issue and not happy with the service provided. Loosing over $5k worth of money is really frustrating.
  
  Please escalate this issue with the LGI management and let me know if you need any more details from me. I really hope that you can able fix this issue and get my rebate back.
  
  Note: Attached few email conversations for your reference.
  
  Thanks 

  Business Response

  Date: 08/19/2022

  Hi *****,
  Congratulations on your new home! Someone will contact you within
  72 business hours to review this situation with you.  
  Thank you,
  LGI Homes

• Initial Complaint

  Date:08/16/2022

  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.

  My wife and I closed on our new construction home in the Brinley Manor community on September 14,2020. As new homeowners, who decided to go with new construction, we are disappointed with the numerous issues we have experienced since 2021. Several attempts have been made to contact Scott, the construction manager, who facilitated the construction process however, we did not receive a call from him until today, 8/16/22
  
  1. Master Bedroom Roof Leak (water damage on ceiling)
  8/18/21- Work order submitted via LGI portal after water spot on ceiling appeared.
  *3 week interim of report and repair
  9/13/21-Contractor checked the roof and stated there was "no leak" coming from the roof.
  9/13/21- We informed the contractor that we recently noticed a dripping sound coming from the wall behind the washer and dryer. Contractor checked and told us he could not hear anything and didn't notice a disconnected pipe.
  9/20/21- Master bedroom continuous leak was reported for a second time via the portal
  2.Detached Pipe Living Room Ceiling
  9/20/21- Noticed a water spot on the ceiling in the living room and reported via portal.
  9/25/2021-Contractor comes and cuts ceiling open, shows us a DETACHED pipe (pictures included)
  We were left with a hole in the ceiling for about 3 weeks. Contractor repaired ceiling on 10/25/21
  3. Kitchen Faucet Leak
  1/28/22- Water started pooling around the kitchen faucet and there was a water spot under the sink.
  4. Master Bath Crack in Shower Base (caused water damage kitchen/dining area ceiling)
  6/13/22- Crack in shower base. We are forced to use one shower as a result of this crack (we are a family of 4).
  * In June of 2022, Scoot tried to coerce us into using a contractor of his choice to complete the job and got angry when we refused, which he mentioned during his call o 8/16
  LGI was notified about the crack on 6/13/22. They reiterated our warranty exp date, suggesting a new tub, after 21 months of occupancy
  
  Pictures of all matters are attached.

  Business Response

  Date: 08/25/2022

  Hi *******
  We have received confirmation that our team has contacted
  you and addressed your concerns.
  Thank you,
  LGI Homes