Complaints

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

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  Mitchell Homes, Inc.

  14300 Sommerville Court Midlothian, VA 23113

  
• 

  Mitchell Homes, Inc.

  621 Warrenton Rd Fredericksbrg, VA 22406-1010

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/18/2025

  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.

  Date of the Transaction:August 28, 2024 (fixed-price construction contract signed)Charges disputed April 23, 2025 Amount Paid:I have not paid any money directly to Mitchell Homes to date, but they are attempting to collect $16,733.26 in disputed charges and placed a Deed of Trust lien on my property. I also incurred $18,000 in damages due to their delays, mismanagement, and unauthorized changes.What the Business Committed to Provide:Mitchell Homes agreed to build a custom home on my property under a fixed-price contract of $404,879, with a clearly defined site plan and timeline. All changes were to be documented via written, signed change orders per the contract.Nature of the Dispute:Mitchell Homes failed to take any action for over 6 months until I escalated to their leadership. On March 20, 2025, Mitchell added over $21,000 in costs to the contract price without my knowledge, adding over $49,000 total since August 2024 without my approval or a signed change order, violating the contract. They also moved my home site plan 10 feet without informing me, making the garage unusable and obstructing the driveway. They have refused to provide receipts or documentation to justify the added costs and now demand payment while withholding the Deed of Trust release. When I disputed the charges, they did not offer a resolution. Numerous online reviews and BBB complaints reflect similar experiences with Mitchell Homes involving surprise charges, poor communication, and threats tied to the Deed of Trust.Efforts to Resolve the Problem:I have repeatedly requested itemized invoices, receipts, and justification. I also offered to negotiate a resolution in writing and even sent them Invoice #JC-2025-05 for $18,000 in damages. Mitchell Homes has not paid, has denied any wrongdoing, and refuses to provide further documentation, claiming it's not necessary. Their legal counsel has stated they are declining further requests and blame me for project delays they caused.

  Business Response

  Date: 05/27/2025

  Dear Mr. ***************** appreciate the opportunity to address your concerns regarding your contract with Mitchell Homes. As a company committed to transparency and fairness, we would like to clarify the circumstances surrounding this matter.

  Upon signing the fixed-price construction contract on August 28, 2024, Mitchell Homes undertook all necessary preparatory work required for permitting and site planning, as outlined in our agreement. These efforts involve significant time and financial investment, which is why our contract includes provisions to recover costs should a customer choose to cancel before construction begins. This ensures fairness for all parties involved.

  Regarding the disputed charges, these reflect expenses incurred during the permitting and preparation process, along with associated markup, as stated in the contract terms. We acknowledge your concern and have made multiple efforts to provide documentation outlining these costs. If additional clarification is needed, we remain open to discussing and reviewing any specific items in question.

  Regarding the allegations of unauthorized changes and delays, Mitchell Homes adheres to established procedures, including site preparation adjustments, which are sometimes necessary for regulatory compliance and practical construction considerations. Any adjustments were made with the intention of ensuring project feasibility.

  We understand this situation has caused frustration, and our goal remains to resolve this matter amicably. If you wish to further discuss a resolution, we welcome continued dialogue to clarify remaining concerns.

• Initial Complaint

  Date:10/26/2024

  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.

  First, I am happy to provide, the contracts, the sign offs and all the emails and texts. I also welcome a sit down with the owner of this company. There are over 300 emails between me and this builder and texts that are unreal to read that were written from them. At one point the owner tells me all the bad things about his Superintendent then the superintendent had sent me posts showing that the subcontractors had basically said "that house is in rough shape", and then when we went to close there was NO INSULATION IN OUR ATTIC, not a single piece, and then we were advised "THIS IS WHY THERE ARE HOME INSPECTIONS", basically I could have supervised this better without any construction experience then having paid this home builder. Two years of this..from a dream to constantly fighting for what I paid for. I think this is one of the saddest ones because ultimately unless you are willing to walk away from your land that you signed over to them to build your home as the collateral you are stuck with a house that has many imperfections and when they come back to fix it they are basically doing the minimal work to cover up the issue. My ****** personally here is "IF IT IS TOO GOOD TO BE TRUE IT IS". The we will build on your land is where you are honestly stuck after they do poor quality ******* last interaction with them is where I have asked for the final 3 items to be fixed and this has drug on now for 2 years, and the response back to me was to pull the reviews and they would and when I did not they are refusing to fix it. Email ************ can see from the email back in 2022 to the email this month in 2024 that I have had to fight for every repair on this home built by Mitchell Homes. I assure you the picture of what was shown versus what was delivered is not the same. I asked them this month to please fix the last 3 items, and we can all move on. They refused because I would not remove my reviews.

  Business Response

  Date: 10/28/2024

  First, let me start by saying these claims are 100% false. Not only do we use products that are well above builder grade but we consistently score high on 3rd party inspections that we require and provide on every home we build. In this case, we have offered on numerous occasions over the past 2 years to provide services that are not required of us under the warranty (which is a comprehensive warranty that is top in the industry). We have records of everything that has been submitted and we have provided service that has been signed off on and approved as completed satisfactorily. Some of the items submitted are not warrantable items, yet we have either fixed them, or offered to fix them. There has not been one item that was submitted that was denied (even though it may not have been a warrantable item). We feel as though your reviews are unfair given the effort we have put into making you happy, which is why we requested you remove them. The items that you are requesting now are not items that are covered under your warranty, and you are more than a year past your warranty coverage date.

  We are very sorry that you are not happy, but we feel strongly that we have gone above and beyond the call of duty to help you. Please feel free to reach out to our Executive Vice President, ***** *******, at ********************************* if you would like to discuss anything.
  

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******** ******
  
  
  
  
  

  Customer Answer

  Date: 10/28/2024

  this is what they are saying is acceptable work, and this is high quality work? I would highly disagree. They are stated this is high quality work?

  Customer Answer

  Date: 10/29/2024

  Good afternoon,
  
   
  
  Please feel free to share with Mitchell Homes any of the emails below and as I said before I am happy to sit down with them and discuss. I welcome them to come here and see the work that Verga Contracting did on the Foundation. 
  
   
  
  If you can confirm you did get this email as this is alot of attachments to show that we closed on our home September 30, 2022 and these emails to fix our home kept going all the way to 2024 and this is due to all the issues they had with the superintendent not doing what he was suppose to and they fired him. After they fired him they promised to make the corrections necessary to make us happy, all we expect is for the foundation to look like the pictures we were shown when they build a home, and for the nail that their employee scraped the hardwood floors we paid $18,000 for corrected and a bedroom door to be fixed the way it should be.
  
   
  
  I have not asked for one ***** from this company, I have asked every time for them to fix what we purchased from them, a new home without all the flaws. I appreciate your call today and hope this helps. If you need anything else let me know.
  
   
  
  
  
  Thank you, 
  
  Michelle 

   

  I just sent the email that has the warranty and the emails well after it expired that they had agreed to fix our 3 items. Let me know if you did get it as it was alot of attachments.
  
  Thank you, 
  
  Michelle 

  Business Response

  Date: 10/29/2024

  I'm not sure what this customer wants. He warranty has been expired for over a year. She closed on her home 2 years ago. We have a file that is inches thick and have been working directly with her to help with work that isn't covered under warranty to make her happy. Because the warranty expired over a year ago, we agreed to do additional work that is not required of us in return for her removing a review that we feel is untruthful.

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business performed work that was not satisfactory and we agreed they would fix the foundation, the nail in the floor and the door.

  I want the business owner to advise is the foundation based on the pictures they were sent and I shared yesterday is acceptable work and what Mitchell Homes consider what they presented when I bought the house then they need to state so. I can assure you I consider this switch and bait. They showed me a beautiful home, promised quality and their flier stated High Quality Craftmanship. These pictures do not represent that. Their employee scratched brand new hardwood floors and they stated they would fix it that is what the email I shared showed. The bedroom door was fixed several times and still scrapes the floor that is not normal.

  I want the above items fixed that is my request as they stated in their emails after the warranty they would.

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

  
  

  Customer Answer

  Date: 11/14/2024

  Good afternoon,
  
  I would like to give an update that the owner of Mitchell Homes and the *** ***** visited today and we have reached an agreement that they will fix the remaining 3 items in our home. The owner ***** ****** has sent an email stating this as well as verbally stating so today when he visited and is CC on this email.
  
  As long as these items are repaired I am fine with this case being closed at the BBB with the expectation that if it is not I will ask for it to be reopened.
  
  I do appreciate the assistance with communication from the BBB and that the company did come out to view the issues.

• Initial Complaint

  Date:08/15/2024

  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 closed on or house that Mitchell Homes Built on 12-22-23. On January 11th I contacted the warranty department being that it was discovered that there was water in our crawl space after our AC unit would not cut on and the electrical provider would not go under there due to the safety issues. The construction supervisor visited our home on January 12th and advised that he was only there out of the kindness of his heart to pump out the water because it was already closed and that it was not a warrantable issue. He also told me that the site supervisor ********************* had pumped our crawl space for 20 hours before we closed without our knowledge. We would have never closed with water in out crawl space. Mitchell Homes has blamed the water on a grading issue, in which we were responsible for the final grade, but it was founded through 2 inspections, one with JES and another with Home Inspection of **************** that the water is coming from the ground up and a moisture issue in the crawl space. Mitchell homes installed an exterior sump pump that connected to the drain tile but this has not helped. When they pumped the crawl space for 20 hours before close it was left wet. They put on another moisture barrier to conceal this from the inspector. We now have mold, standing water, and saturated insulation in out crawl space and this has been going on for 7 months. Mitchell Homes returned to the home today and simply took pictures and advised that they do not own the dirt. My issue is that they will not fix the issue and continuously blame it on grading because that is the only part we were responsible for. Today I was told that grading would "help". Mitchell Homes has only offered to give me a quote to fix the issue however they knew about the issue when it could have been tied into my home loan. The willingly hid information to close this home. There is now rust, mold and falling insulation in my crawlspace.

  Business Response

  Date: 08/23/2024

  We are always happy to help with any items that are within the scope of work that we perform for our customers, and have a comprehensive warranty with a full time dedicated team. However, because we build on our customers land, we have no control over the soil or any "unforeseen" conditions below the surface. The water in this crawlspace is coming from an underground water source, and the soil is ******like" which presents another challenge when there is a wet condition below the soil at the surface. Our contract has a section related to this which states that when conditions are uncovered, we will provide a solution but it is up to the customer to cover the additional costs for the additional work required (outside the original contract and scope of work). We have already tried to help with the water but have encountered resistance because you don't want to pay for the work. We are more than happy to come back and assess the current situation and provide a plan of action. However, this is something you would need to pay for give that it wasn't part of your original contract. Regarding water runoff from the condensate line (****) this is warrantable and if it has not already been addressed, we encourage you to file a warranty claim so that we can send the **** contractor to get it fixed for you.

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  I am not willing to accept this offer being that you all are telling me that the issues were foreseeable however before the house was closed on the you all knew of the issues and concealed them. ******* ship is something that most companies pride themselves on and letting this issue be present without correcting it is very poor ******* ship. I will put in the warranty claim for the pipes but I do believe that you all should have told me about the water and offered different solutions that I could have financed in my home loan. Instead you left me with a costly issue. 
  
  
  
  

• Initial Complaint

  Date:09/24/2023

  Type:Order 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.

  My fianc ***** and I entered into a contract back in 2021 and had to stop the process due to deed issues etc. After a 1 1/2 years we decided we would go back and give it another try. We sat down with ******* and **** and the Midlothian location and decided to move forward. As we completed the loan applications that they recommended, we realized the lenders arent giving us the loan amount needed but we had a lender that worked with us to give us more than needed. Going into another meeting with the two they said they would accept this from our lender and work with them. They also had a letter from our lender before we even received(they gave us a copy of it). Again telling us they would work with our lender. Signing the contract they had that they would cover down payment as well as closing cost. In fine print which was never discussed that if we didnt go with their lenders we would have to cover any cost. While having back and forth conversations via phone and email. We were then told we could run credit AGAIN with the credit union because they dont require closing cost but were never aware they wouldnt cover it from the beginning. They also told us they would only cover 1% of an ****** closing cost. Then to be told they would cover ***** of closing cost. Now they want us to pay termination fees for ****** dollars for things from 2021 and now. When they only reason we are backing out is because they did not uphold what they said or what we signed in the contract. One page says Mitchell homes will cover the down payment and closing cost and the other days we would be liable. We werent told we had to cover those costs not once until we saw the contract from OUR lender which is how this all began. If we had known about having to cover those cost when we talked about going with our lender with them we wouldnt have moved forward with them! We would love for them to stop all contact and discard the invoice they keep sending us for things we dont know pricing on.

  Business Response

  Date: 10/02/2023

  Mitchell Homes is the only builder in our service area who offers the opportunity to build a new home on land that you own with no down payment required, no construction loan required, and no closing costs (we pay them). However, it does state in our contract that this only applies if you work with one of our many partner lenders. When a customer doesn't choose one of our partner lenders, we pay 1% of the loan amount in closing costs. Again, this is something that only our company offers. In this particular case, we understand that the customer is upset and even though we offered to pay a full 1% of the loan amount in closing costs, Our VP of Sales contacted the customer and offered to pay the full amount of closing costs. We have done everything asked of us in this case. We are not legally allowed to pay the pre-paids, which are taxes and insurance, but we have offered to pay the full closing costs even though this is not something we normally would offer. As far as the customer wanting to cancel and not pay for any costs incurred, our contract specifically states that if the contract is cancelled, costs that have already been incurred will be invoiced. We are happy to talk and negotiate the costs, but we can not simply discard the invoice because there have been legitimate costs incurred. Our preference is to have a face to face conversation, work out the details of the koan and closing costs and move forward with building the home. We have overcome the closing costs issue and have agreed to the customers request.

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It was also not mentioned in their response that after they offered the 1% and we told them that wasnt going to work for us they came back a day or two later and stated they would pay ***** of the closing cost. What changed? I have no clue. Finally, after having to fight tooth and nail on this we got a call Thursday stating that they would pay all the closing(outside of discounts and premiums). There had been numerous of phone calls and email exchanges regarding this issue. We were never told that if we didnt go with their  preferred lender we would be taking on those cost because we would have had a conversation prior to signing. In the contract on page 3  paragraph 17 that Mitchell will pay usual and customary closing costs associated with permanent financing based on FINAL CONTRACT price, less any down payment if customer uses the lender and settlement agent DESIGNATED by Mitchell. We had a discussion about the lenders that they recommended not approving for much, but ours did. So when they accept his offer letter saying that they would work with him we thought everything was a go! The ONLY reason we want to pull out of the contract now is because of the headache this has cause us trying to get them to honor what we were told. We were more than excited to start our build but because we had to deal with this and its just the beginning, we dont want to get in deeper and there be something else major that comes up and we had no idea because of communication. 
  
  Regards,
  
  *******************
  
  
  
  

  Customer Answer

  Date: 10/05/2023

  

  Good Afternoon,

  I filed a complaint about Mitchell Homes on 09/24/2023 and wanted to give an update. The matter has been resolved and they have worked with us to come to a reasonable resolution. I appreciate them for doing this for us. 

  
  

  Thank you,

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

• Initial Complaint

  Date:09/20/2023

  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.

  Mitchell Homes provided us with a one year walk through date of 9/20/23 between the hours of 8A-12P. The painters showed up at 8:30A to complete the repairs requested but a warranty representative from Mitchell Homes was supposed to show up on 9/20/23, as well. I am filing this complaint at 1:51PM on 9/20/23 and we still have not seen or heard from anyone at Mitchell Homes. My husband has reached out to every single point of contact that he has had with Mitchell Homes and has yet to hear anything back from anyone at the company. He took a day off from work to have this work completed and now because a representative from Mitchell Homes never showed, we will have to reschedule and take additional time off from work to meet. The fact that we will have to take off more time from work to get this completed is unacceptable and because we have been screwed over, there should be some kind of compensation from Mitchell Homes for the time we have missed from work. We have had issues with Mitchell Homes since day 1 of our build. Their extreme lack of communication and lack of taking any kind of responsibility for anything is absolutely disgusting. The customer service is trash. I will never ever recommend Mitchell Homes to anyone I am affiliated with.

  Business Response

  Date: 09/21/2023

  ***************,

  I am very surprised to see this complaint. I have spoken with everyone here and nobody was aware that you felt this way. I have confirmed that your 11-month touch-up appointment was in fact completed yesterday and we have sign-offs in hand from ****. ***** was a little late arriving because his first appointment ran later than expected and then he had a flat tire while in route to your home. He indicated that he completed all items on the list and had to contact the flooring company for a few things that were outside of his area of expertise. We are unaware of issues that you indicate were present since Day1. In fact, I met with you on day 1 because your sister in law was working here in an upper level management position. I hope that her departure doesn't have anything to do with this sudden hostility towards our team. ***** and ******* have both spoken with me and were surprised by your complaint. When you indicated above that **** contacted every single point of contact that he has had at Mitchell Homes, this is not true. ***** received a voice mail message and we received a ******** messenger message from you. There were no calls to *******, *****, *****, or me. Had we known sooner that you were so upset, I would have personally contacted you to see what we could do to help. Please fell free to reach out to me directly on my cell phone if you have any unresolved issues or if you would like to provide feedback that *** be helpful to me. Since i was unaware that you were upset, I assumed you were both happy with your home and experience. Your sister in law has my cell phone number and she is welcome to share it directly with you. I would love to speak directly.

  Regarding this complaint, yes we were late but the appointment was fulfilled and your husband indicated that he was happy with the service.

  Best regards.
  

• Initial Complaint

  Date:02/23/2023

  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.

  12/03/2022- closing date on new home Mitchell Homes worked as the general contractor on my new home. They hired M L Electric to complete the electrical work. I payed to have my power panel (PP) upgraded to 400 amps in lieu of 200 amps. The electrical contractor installed a 200 amp PP outside and a 200 amp sub panel in the garage. The PP outside is fed from the meter base and the sub panel in the garage is fed by a 90amp breaker from the outside PP. There for I do not have a 400 amp PP nor do I have 400 amps between the two panels. I have emailed ************************* at Mitchell Homes multiple times and have gotten no response. It has now been 3 months since closing on my house.

  Business Response

  Date: 02/23/2023

  This customer did in fact get the option that they purchased. It is (2) 200 amp panels. He wanted a separate panel for his future barn, which was not understood until it was too late. The 2nd panel box doesn't currently contain 200 amps in breakers because there was nothing to wire this to yet. ************************* has spoken on the telephone with this customer numerous times, ***** has also spoken with ML Electric numerous times. ***** and ML Electric spoke again today and they have assured us that they will contact ****************** ASAP to help get this resolved. As far as Mitchell Homes contract, the option that was purchased was installed. We will continue to work with ****************** and the electrician to resolve this to everyone's satisfaction. ****************** should call ***** with any questions.

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is clear that any reasonable person who purchases a 400 amp PP would expect 400 amps ready to be used between the two panels. There is only a 200 amp power panel and a 90 amp breaker coming from that panel to the sub panel in the garage. Why would I want two 200 amp panels with only 200 amps total feeding them? Also the plans show both of the panels in the ********* have been fighting with Mitchell Homes and ML Electric about this since Oct 2022, before the siding went on the house. So I'm not sure what the person who responded meant that it was already to late. 

  Attached is a screenshot of my first contact with Mitchell Homes about the issue with the date in the picture.
  
  Regards,
  
  *******************************
  
  
  
  

  
  

• Initial Complaint

  Date:12/20/2022

  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.

  While in the process of planning and building, the salesman ******************* did not complete anything that he stated him and the company would do. After a couple months with zero progress I stated that I would like to go with a different company. The day afterwards he stated that all his prior promises were complete and that I would be charged a substantial amount of money because I wanted to cancel but if I changed my mind I would not have to pay. He also contacted my loan officer and attempted to increase my loan amount in order to boost his commission which was NOT discussed with us nor approved prior. I would like to warn others by filing this complaint as to not become involved with this person in particular. They will stop progress, charge falsely and make it almost impossible to build unless you stay with them. Project projection was 6 months. Afterwards I spoke with another representative and a appraiser that stated they were backed up for well over a year. Thus all started around Oct 2022. Since I stated I did not want to continue with him, **** has contacted me on numerous occasions and threatened me with having to pay for services that I did not request, services that I canceled weeks after their deadline of return all because we changed our mind due to countless past deadlines and neglect to us as a customer. I'd I have requested that he stop contacting me and refer me to someone that was not toxic or spiteful. He continues to call, leave VM and email me with such issues.

  Business Response

  Date: 12/29/2022

  **************,

  It is my understanding that you spoke with *************************** the same day you submitted this complaint. ****** indicated that there appears to have been some miscommunication and that the two of you have been working together to resolve your concerns. We hope that when the timing is better, we can build your new home. In the meantime, please call ****** directly should you have any concerns. It's always better to call management to communicate and get results.

  Thank you!
  

• Initial Complaint

  Date:12/01/2022

  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 closed on a new Mitchell Homes in August. I rush to closing because the deadline had not been met. Deadline for closing was not met because of the poor quality of work and lack of communication. During the walk of my house I missed that two cable jacks were never installed. My realtor tried to call and no one would return her calls. Mitchell is refusing to put in my cable jacks. Mitchell has their own inspector, who also missed that the cable jacks were not installed. The jacks cost $125 dollars a piece. I want my money back or my cable jacks installed. I will never recommend this company to anyone because they are disrespectful and dishonest. I know for fact that one of my customers built a Mitchell home and closed and he missed a major house selection that was not done and they came out and completed it after he had closed.Mitchell uses cheap labor and charge expensive prices for their homes. Mitchell is dishonest and and discriminatory in their business practices. They are not fair and does not treat all their clients the same.

  Business Response

  Date: 12/02/2022

  *******,

  We appreciate your feedback. We vehemently deny any truth to your statements regarding dishonestly and/or discrimination. We treat every customer with the utmost level of respect and we are always honest, even though sometimes people may not like the truth. We are a family owned and operated business. We employ 50 full time employees and hundreds of subcontractors. We feel strongly about the team we have and the partnerships we have developed. Our labor is not cheap, and they take pride in the quality of their work. We may not always succeed, but we have a great track record of happy customers and we always learn from our mistakes so we don;t make them again.
  

  We have checked our records from your Pre-Closing Walk-through and **** Warranty submissions and cannot find any indication of missing cable outlets being discussed. I have spoke with *****, our Warranty Manager, and she will reach out to you directly so that we may schedule someone to come and verify this with you. At this appointment, once verified that the cable outlets were not installed, we will ask you to determine the preferred locations and an electrician will be scheduled to come and install the outlets for you.

  Thank you again for your feedback and we look forward to helping resolve this for you.
  

• Initial Complaint

  Date:11/22/2022

  Type:Sales and Advertising 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 signed a Construction Contract with Mitchell Homes on October 27th, 2021. They agreed to build a house that we designed on our property and we agreed to pay them for the house. We were initially told average build time for Mitchell Homes was 100 days. We then received a letter explaining the effects COVID had on their company and the average build time was extended to 120 days. Our house began December 1st, 2021 and it was very slow going. There were many days no one worked at our site. When the subcontractors showed up they had no attention to detail and rushed through their projects. We had two major issues during the construction of our home. The first was a structural issue with our basement that Mitchell Homes adamantly suggested there was no issue. After speaking with our county building inspector our house was immediately put on hold until the basement was inspected by an engineer and was repaired to be structurally sound. The second was that our chimney was leaking into the house for months. Mitchell Homes advised that they saw no issue and put a tarp over the uncapped portion. After hiring a third party inspector and presenting the report to Mitchell Homes they put missing shingles and flashing on the chimney and replaced the carpet and padding that had been wet numerous times over the span of a month or more. We closed on our house October 27th, 2022 (one year later) with a punch list that contractually should be completed in 30 days. We have 3 interior doors that need to be replaced, 1 exterior door needing replacement, 3 exterior doors to be painted, floor air vents dont fit in the holes, window well drains and railing incomplete, stairs were stained two different colors, missing trim, unfinished trim, soffit vent coverings missing, drywall and paint need touch **** bathroom tub rough in was tiled over, hvac missing components, basement window needs replacement, and the list goes on with no attempts for completion.

  Business Response

  Date: 11/30/2022

  ***************,

  Thank you for your feedback. We unfortunately saw construction increase dramatically during COVID and Supply Chain Crisis. While our average construction times are still considerably shorter than the industry average, we have been equally as frustrated with this as you. It is my understanding the issues that you posted pictures of were taken care of during construction. As far as your "punch-list" goes, we always do our best to complete these in 30 days or less. As of you writing this, we are just reaching that time frame. *****, our Warranty Manager, reached out to you last week to speak with you directly so that she can get involved to help facilitate all punch items that are still outstanding. ** have asked ***** to call you again today so that we are clear on what is still outstanding and she will coordinate directly with you on getting the work scheduled ASAP. You will also have a 3-month follow up appointment and another at 11 months. Please rest assured that we have your back and will not leave you stranded. I look forward to speaking with ***** after you speak with her to follow up. I will make sure that you are taken care of properly.

  Thank you.
  

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  We are sympathetic to the face that COVID has overwhelmed many industries but we have been waiting patiently to no avail. We signed our first contract in March 2019. That timeline does not beat the average industry timeline. 

  
  The 30 days to complete the Punch List expired on 11/27/2022, to this date we have not had a representative from Mitchell Homes attempt to step foot on our property. The major issues I referenced were taken care of during the construction process but should have NEVER happened and your company should have NEVER be mislead us believe there was no issue. We should have not had to pay for a home inspection to convince your company that the roof was leaking. We expect some sort of responsibility to be taken for this. 

  Furthermore, Section 16 of our contract says Punch List items will be completed within 30 days after closing.

  We look forward to working with ***** to resolve these issues as quickly as possible but we cannot say at this time the issues are resolved. I have an early warranty appointment scheduled for December 20th, 2022 which does not fall in that 30 day window. It is actually 7 days shy of 60 days, almost double the timeframe. If warranty official is unable to complete certain tasks a trade will have to be scheduled at a later date extending this even further. I do not see where you have upheld the terms of the contract. 

   

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

  
  

• Initial Complaint

  Date:10/19/2022

  Type:Order 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.

  We first contacted Mitchell Homes on May 25th, 2021, about building us a home on our property and what a mistake that has been since then. We made the decision to cancel the plans on September 28th, 2022 due to our ability to afford the home given the rising market changes and we were highly disappointed that we missed out on historic low rates over a year ago when we started this process. Any other builder could have built two or more homes in the last 17 MONTHS while we didn't even have a shovel hit the ground (all the while charges were occurring).It is now October 19th, 2022, and we have NOTHING to show for the last 17 MONTHS of delays than a hefty FIVE FIGURE BILL to pay in LESS THAN THREE WEEKS OR FACE INTEREST CHARGES. Throughout the past 17 months Mitchell Homes constantly had us waiting for price quotes, drawings and signing no less than three building contracts which kept pushing out their "150 day promise" to start construction within that time which sounded good but lacked substance. Whenever we were asked by Mitchell Homes for information, we promptly returned it and often within one business day or less. In regard to the bill. While we understand that work was being done behind the scenes to get us to this point theirs is not a textbook example of efficiency. We received no monthly or running statement to account for the charges as they accumulated, or we would have cancelled the plans much sooner. The bill is vague, and we have concerns about it. We have reached out to Mitchell and after nearly a week our salesperson responded saying that they were unable to do anything about the charges and to contact the sales VP. The sales VP, ***************************, was also contacted via email asking for a meeting to discuss the charges but a week later we still have no response from him and now we are down to a little over one week for the bill to be paid. We again request a meeting with Mitchell Homes to discuss and explain the bill.

  Business Response

  Date: 10/19/2022

  ********************** , we are sorry that you decided to cancel your new home build with us. While it may seem like things took longer than anticipated, there were many challenges throughout the pre-construction process that were outside our control. We do not have any control over your mrotgage loan qualification process and the loan must be approved before we can start many of our processes. We tried our best to help facilitate things, but ultimately appears that we were unable to satisfy your needs. I understand that ****************** has already reached out to you and that the two of you plan to meet when you are back in town. We appreciate your understanding of the complexity and challenges we faced trying to help you get started building. It is always our goal to start a home and construct it as quickly as possible and we never like to lose a potential customer. If you have any questions or concerns, please feel free to contact *************************** directly.

  Customer Answer

  Date: 11/14/2022

  
  

  Hello,

  
  

  I want given enough time to meet with the company that I filled my complaint on (Mitchell Homes) before this closed out. I met with them on Wednesday, November 9th and they satisfactorily resolved my complaint and we reached a tenable compromise.

  
  

  I would like my complaint to be updated to show this.

  
  

  Thank you very much,

  
  

  **************************************;