Complaints

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

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  Liberty Homes

  8249 Crown Colony Parkway Mechanicsville, VA 23116

• 

  Liberty Homes

  10058 Studley Acres Ln. Mechanicsville, VA 23116

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:11/16/2023

  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 feel I was discriminated against.

  Business Response

  Date: 11/17/2023

  This home was built and approved by the local ************************ as a 3 bedroom home with a study/office due to the capatiliby and design of the septic system.  This home has a maximum occupancy of 6 people which would be 2 per bedroom in a 3 bedroom home.  If occupancy is less than 6, the office can be used as a bedroom.  This information was listed in the Zillow Advertisement and also provided to RRHA with the Leasing Package that we are required to complete and provide for review.  

  I have attached a document from the Leasing package that asks about the number of bedrooms.  Please note that we represented this as a 3 or 4 bedroom home and provided an explanation.

  As ************** stated, the home would need to pass an inspection as part of the review/approval process.  I did state that I was confident it would pass their inspection as it is a new home .  We have not been asked to provide access for an inspection by RRHA.

  We processed the application for this family in good faith, provided the requested information to RRHA in a timely manner and provided  explanation to additional questions during the review process.

  The decision that this home was not a match for this family was made solely by RRHA. 

   

• Initial Complaint

  Date:07/11/2023

  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.

  Drainage issues around the home lot that has continued to cause bigger issues with flooding, sink holes and damage to property. Continued issues with ceiling fans that are not working and have not been replaced. Damage to the *** flooring in the dining room and living room that has not been resolved. Bedroom window upstairs that has not been replaced. Deck boards warping. Nail pops in the subfloor that are coming through the ***. Living room window not measured and cut correctly- Is not the same size as the one next to it so unable to get custom window treatments. Upstairs bathroom shower cracking again after its been sealed 3 times and they wont replace it. I have sent email after email to Liberty Homes and I keep getting put off and nothing resolved. This is a brand new home and should not have these issues.

  Business Response

  Date: 07/18/2023

   

  ************ closed on her home on February 27, 2023.

  Regarding the concerns summited by ************, we respectfully submit the below information.

  Yard First mentioned on 4/19 and she simply inquired why her yard was not level or cleared like her neighbors yards. As a note her home was a completed spec when she went to contract and purchased. She was told at that time there would be no additional work completed to the yard or clearing and this is stated in our contract with her. I explained this to her. ON 5/18 she complained about her yard once more. We asked for more details. Did not hear from her until 6/5 at which point, I requested one of our team members to take a look at the yard. He advised we could send a contractor to further bury an existing drain tile and that contractor could come the following week. On 6/12 the contractor arrived to do the work and although ************ was not home, she had guests there in her absence and she asked them to ask them contractor to leave immediately. They vacated the property without finishing the work. We reached out and schedule a meeting with ************, the owner of the contractor as well as the ** of Operations at her home, they discussed resolution for the yard above and beyond what our contract, warranty and local county requirements state and she accepted their proposal. The contractor completed the work that same day, and she sent him direct messages with how pleased she was with the work. It rained for several consecutive days shortly after this repair was completed and on 6/21 ************ reached out stating that water was pooling in her yard and the repair made things worse. We asked for pictures and observed water collecting during periods of rain. On 6/23 additional images were sent to us and we reminded ************ that we could not control mother nature and would make repair to the one area that a rut was created due to the rain continuing so shortly after the yard was disturbed. We also noted that from images the new design was working as intended and moving water to drain away from the home and to the rear of the lot and off the property. We offered to repair the run that was present now or during a dryer season (FALL) and ************ agreed to wait for dryer season (Fall).
  Fans we have replaced both ceiling fans in her home due to a clicking noise previously. **************** sent an additional video of the fan making a noise on 6/9. I did not identify any off sound and the fan was in working order. I sent this video to the manufacturer of the fan who responded that it sounds like air moving when the fan is on a high speed (which would be normal). I would recommend using the fan at a lower speed if they want it to be quitter.  A ceiling fan cannot move the air and be silent. Honestly even some light bulbs make a little noise while they are on, so that could be it too. ************ was not pleased with this answer however the fan continues to work just fine per our conversations it makes a noise at high speeds which ************ doesnt like.
  Damaged L** - reported on 6/5, work order sent to flooring company same day. They scheduled repairs to be completed on 6/23. ************ was unsatisfied with what they explained the repair process to be. I followed up with flooring company who was reaching back out to try and find resolution for a replacement date.
  Deck I have nothing reporting this as an issue or concern to us. When she FIRST closed on the home there were a few deck planks that had paint spilled on them and we replaced those shortly after she closed on the home on 3/17. Since then, nothing.
  L** again see same statement as above.
  The interior measurement on all windows with drywall framing will vary slightly based on the inherent characteristics of drywall. This is stated on several home improvement and window treatment websites. They all recommend that each window is measured individually and in 3 separate places prior to buying window treatments as its common for size to vary. Weve not been made aware of this complaint at any point in time.
  Upstairs shower crack notified immediately following closing on 2/28. Scheduled repair company on 3/6, they only repaired one crack and ************ notified us of the miss later that day. We dispatched them to schedule her for another day. This was completed. No communication otherwise regarding the tub or shower.
  
  At this time, we feel that we have made accommodations above and beyond the requirements to ensure that Ms. ***** complaints are resolved in a timely manner and addressed within reason. She has not made us aware of several of these complaints mentioned, and therefore we are unable to discuss possible resolution with her. She is welcome to initiate warranty claims through out ************ portal and has used this as recently as 7/6 regarding a concern with carpet, the flooring company reached out to her same day to schedule a visit with her to address her flooring concerns. 
  
  Thank you,