Complaints

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

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  NVR, Inc

  11700 Plaza America Dr Ste 500 Reston, VA 20190-4792

• 

  NVR, Inc

  555 Quince Orchard Rd Ste 350 Ste 350 Gaithersburg, MD 20878-1437

• 

  NVR, Inc

  1355 Beverly Rd McLean, VA 22101-3651

• 

  NVR, Inc

  12600 Fair Lakes Cir Ste 210 Suite #210 Fairfax, VA 22033-4904

• 

  NVR, Inc

  995 Old Eagle School Rd Wayne, PA 19087-1709

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:01/10/2024

  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.

  Poor drainage. Water is erroding my yard and fence posts. Poor grading causing water to accumulate in my yard. It's also destroying my grass.

  Business Response

  Date: 01/18/2024

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Ryan Homes has been in contact with the consumer.  We have a plan to address the drainage and erosion of a pipe in his rear yard.  This is the main driver of the accumulation of water and damage to the grass.  Due to the time of season, we explained that Ryan Homes would need to monitor the erosion until the growing season takes root.  A crew is set to begin work as soon as the weather improves. 

  Based on this information, we consider the matter closed.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** Heating and Air Conditioning was HIred by Ryan Homes to put in HVAC Systems into the houseing development at ********* ***** in Selbyville Delaware. They know that the design of the system in the Cedar model is faulty and causes the Zones in the house to heat and cool improperly. There is a one year warranty on the house and they have been contacted numeroud times about the problem and out to the house a few times and they call it a "comfort issue" it is a design flaw and the system never should have been installed the way it was. I have had 2 other companies to the house who agree that it was not right to install the system the way it was installed. I have asked them to fix it and because it is an expensive fix they will not do it without going through the builder. I want they system reconfigured so it is installed correctly.

  Business Response

  Date: 01/10/2024

  Good Afternoon,

  Thank you for bringing this matter to our attention.  This consumer is upset with the manual damper system installed in her home and looking for us to install an electric zone damper system for her

  She placed a warranty request to our Call Center on Wednesday, January 3rd, stating the second floor of her home was hot and the first floor wasn't receiving any airflow.   ***************** HVAC was in her home on Friday, January 5th, and found the manual dampers were still set to the Summer position which would restrict airflow to the first floor and increase air flow to the second floor as designed.   The technician adjusted the manual dampers to the "Winter" position and advised the consumer this would need to be done seasonally.  However, the consumer doesn't feel this is something she should need to do. 
  
  ******** ********* Field Technician, Service Writer, as well as our NVR Warranty Manager, have all explained to the consumer that the system is installed, and operating, as designed; if she would like to upgrade to a zoned system, it would have to be at her own expense.  Our Warranty Manager also spoke with the consumer on Wednesday, January 10th, and explained the design of the system and re-iterated that the dampers would need to be adjusted seasonally.  The consumer is insistent it is not correct, and that NVR should absorb the cost of installing a zoned system.

  NVR has explained to the consumer that her manual system is installed correctly and that we will not be installing an electronic zone damper system. 

  Based on this information, we consider the matter closed.

• Initial Complaint

  Date:12/22/2023

  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 am preparing to take legal action due to the defective home I was sold by your company in April 2020. My roof has leaked multiple times in the same spot for three years straight. Every time you sent contractors to my house, you claimed that the problem was fixed. It is clear to me that none of you know how to fix the problem and after talking to my legal team and OAG , I am preparing to file a lawsuit. I called the Customer Care warranty center on December 22nd, 2023, and asked for all previous warranty history and I was denied. The agent on the phone told me he could not hand me over that information. Why is that? I will need all my warranty request information since 2020 for my files immediately. I wished I researched this company before purchasing a home. The amount of lawsuits and trouble you have all been in for selling defective homes is atrocious, especially for first time buyers like myself.

  Business Response

  Date: 01/09/2024

  Good Afternoon,

  Thank you for brining this matter to our attention.  There has been a repeated issue in this home that has been frustratingly difficult to fix.  Ryan Homes has made repeated repairs to what appeared to be a leak, only for it to return again.  In December, we discovered that the problem was not a roof leak, but a pipe in HVAC system that was improperly installed.  The issue has since been addressed and we expect that to be the end of the problem.  We spoke with the homeowner and expressed our apologies that this has taken so long to correct.

  Based on this information, we consider the matter closed.

• Initial Complaint

  Date:12/08/2023

  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.

  I went under contract on a new Ryan home Villa in Selbyville Delaware over the summer time. The community is called ******** *****. Everything was going well until NVR dropped the priced on the Villas by $44,000. I reached out to the sales manager at ******** ***** who was no help and kept giving me the run around. I then contacted the division VP who was extremely rude and basically told me they were not going to help in this matter. My base price was $404, 000 and the Villas selling now are $359,999. My incentive is $15,000 and the new incentive is $7,500. Even with the $7,500 difference in incentive money there is still a huge pricing differences. NVR claims this is because of the rates and that I am getting a better rate when my rate is just as bad and the only reason my rate is any better is because I am buying it down. I would rather have a lower base price as the rate can always be changed, but the base price cannot and NVR has the ability to change the price. I initially did not go to NVR with an unreasonable request, just to make this right and keep a happy customer.

  Business Response

  Date: 12/26/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  The consumer is upset that we reduced the base price of homes in his community after he purchased his townhome on July 23, 2023. 

  When we reduced the pricing on our website in Late October, our Division Manager become involved quickly, as he asked for an escalation after speaking with our Sales Manager.  The Division Manager had a lengthy discussion with the consumer, and they reviewed all the factors in the price reduction, but he requested we reduce the base price by $7500.  The Division Manager politely told him we would not be doing that.  
  
  Based on this information we consider the matter closed.

  Customer Answer

  Date: 01/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  NVR does not care about their consumers. You could drop the price $7500 or add $7500 more contributions. I really feel bad for everyone that has bought around the same time as myself. Even though the  appraisal will come back fine, but when we go to sell the comps are going to be horrible. $7500 in contributions is not asking for much to make your customer happy. I was so excited about this investment until this HUGE 44k price decrease. Now I'm in tears worried I have made a huge mistake. I really hope I can warn others about NVR and this horrible experience. I should have read the reviews on here before as it sounds like this has happened to other people. Additionally, I was not spoken to kindly from your management. They were extremely condescending and demeaning towards me. 
  

  Buyer beware: please do you research before buying a NVR/Ryan  home so this doesn't happen to you. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/04/2023

  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 purchased a new townhome in ********** ***** from Ryan Homes and there have been significant quality issues, which I understand from various internet sites is a common theme. They committed last week to resolving a number of these issues - I cannot use the master shower (it is a health hazard), as well as making repairs that are obvious quality issues. Some of these repairs they have done before but not in a quality way, and as such, they need to come back to fix. Or, they didn't complete their work (never caulked under new cabinet replacement). Their excuses are rampant but this is not resolved - they talk about how they fired 30 PMs because of financial issues, they admitted to the lack of quality in the home, and I was told that most of the owners in this community are first time homebuyers so they aren't noticing these things.

  Business Response

  Date: 12/15/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Ryan Homes has been working with this customer on the warranty issues in her home.  While we disagree with her assessment of the workmanship in general, and her description of her experience, we have continued to work to resolve the outstanding concerns.  We have 3 active warranty items that are scheduled to be completed in early January after materials come in.  

  Based on this information, we consider the matter closed.

• Initial Complaint

  Date:11/28/2023

  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.

  I was charged by this company for a down payment and Appraisal fee before the house was built, they promised me the house was going to be given to me and even gave me a closing date. 2 days before closing and obviously after the house was completed they said they couldn't give me the house and loan was denied, even though nothing changed during that time. That means they knew all the time that I didn't qualify but still built the house with my money and then sold to another. They still up to this date 9 months later haven't solved the problem, neither gave me a full refund yet. They said it is because an appraisal has been done but up to this date I have not received an appraisal not signed one. I need my refund before I take this situation to court.

  Business Response

  Date: 12/13/2023

  Good Afternoon,

  Thank you for brining this matter to our attention.  NVR Mortgage Finance, Inc. (NVRM) would like to take this opportunity to respond to the above referenced complaint.

  A payment was discovered, days prior to settlement, that the consumer had originally stated was not theirs.  This payment disqualified the consumers from closing due to the debt-to-income being over the loan program guidelines.  The consumers’ earnest money deposit was promptly returned, and the mutual release was signed (document provided).

  The appraisal fee was utilized to cover the cost of the appraisal on the home.  The consumer signed the Appraisal Fee Notice that states this fee is non-refundable once the appraisal is ordered (document provided).

  Based on this information, NVRM considers the matter closed.

  Customer Answer

  Date: 12/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:11/28/2023

  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.

  Trash / building materials blowing in our yards for the last 9 months and while I've tried talking to them and being promised the problem would stop it hasn't.. I have also tried to get help from ********** City HALL and again promised by Chief ***** to stop it NOTHING has been done... We should have to clean up THEIR TRASH!!!! I have pictures of the trash in my yard and on their property where the trash is in the road and all over the ground ...Thanks for any help you can give..**************

  Business Response

  Date: 12/13/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Our Production Manager (PM) attempted to contact ************** on multiple occasions however, he would only text the PM back, not speak by phone.

  Our plan is to have the Project Manager check his yard multiple times a day for any construction debris.  Our PM shared this plan with ************** and invited him to contact us directly if he ever has any issues.  We will address any issue quickly.

  Based on this information, we consider the matter closed.

• Initial Complaint

  Date:11/08/2023

  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 HOME ON 9/8/2023, The job was not completely finished. There were a few items that still needed painted/replaced. I have multiple emails and texts from the project manager agreeing to repair. It has been 2 months and still nothing has been completed. I just want them to finish their work.

  Business Response

  Date: 11/20/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Our Division Vice President spoke to this customer and apologized for our team not following through.  We quickly set forth an action plan to get their items resolved however, the homeowner needed to cancel their appointment with our Warranty Team.  This has been rescheduled to Monday, November 27th.

  We recognize a response is due before the work will be completed and will provide further update after the appointment has taken place.

  Customer Answer

  Date: 11/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:11/02/2023

  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 had an incident where my wife backed into a dumpster that was placed directly behind my driveway by Ryan Homes and was almost in the middle of the street which left us very little room to safely back out. There was plenty of room to place the dumpster up 10 feet which would have not blocked my driveway. The dumpster had no reflectors or cones on the corners which made it impossible to see when it was dark out which is the reason that my wife hit it. I have looked into this and all cities require a minimum of cones with reflectors on all corners of the dumpster which was not the case. I would think that there would be some regulations on the distance between where the dumpster is placed and my driveway so I can safely back out of my driveway. I honestly have concerns that if we had a fire in the community the fire truck would not have enough room to get through. Since the incident, Ryan Homes has put cones on all corners of each dumpster which should have been the case in the first place. Below are regulations that every other city has for dumpster placement. Traffic cones, reflectors, and/or signs must be used in front of and behind the roll-off container Necessary safety measures: Before you place a dumpster, you should ensure that the surrounding area is free from any hazards that could cause accidents. This includes removing any debris or obstructions and making sure the ground is level and stable.Warning signs and barricades: To alert people to the presence of the dumpster, you should place warning signs and barricades around the area. These should be visible from a distance and clearly indicate the potential danger of the area.Proper lighting for night visibility: If the dumpster is going to be in place for an extended period of time, you should make sure that it is properly lit for night visibility. This will help to prevent accidents and make it easier for people to see the dumpster.

  Customer Answer

  Date: 11/13/2023

  Please find autobody quote which states the deductible is $500

  Business Response

  Date: 11/27/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  We have agreed to reimburse this customer his $500 deductible based on where we had located the dumpster.  We communicated this with the customer on Wednesday, 11/22, and they thanked us.  We will cut and mail the check on Monday, 11/27. 

  Based on this information, we condiser the matter closed.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  21 September 2023 is when I first contacted the NVR Inc Home warranty department about the crack in the foundation walls of the basement. I purchased the house at *** ****** **, VA ***** on 14 October 2022 and paid approximately USD 394k. Ryan Homes / NVR Inc promised that settlement cracks would be addressed under their warranty. I noticed the cracks in the foundation walls outside earlier in Sept 2023 and notified the warranty department about this. They came out and only fixed the cracks which are visible above ground. When I noticed that the settlement cracks also continue underground in the basement foundation walls, I contacted the Warranty Supervisor (******) who said that they cannot repair the cracks. Both cracks are under the beam of the foundation of my home and is a structural concern, the Warranty Supervisor still said it is cosmetic. I contacted the NVR Inc warranty manager (**** *****) and also NVR Inc headquarters in Reston VA (spoke and emailed with ******). I explained my problem about the foundation cracks (bigger than 1/8 of an inch) and that I do not consider this to be cosmetic, but in the end NVR Inc their final decision was that they consider it to be cosmetic and will not fix it. I contacted a self-employed builder he informed me that I should be concerned as the cracks are under the beam and it is a structural issue & it causes a higher risk for Radon infiltration. Another neighbor (*****) informed us that he had hairline cracks within his foundation walls in the basement and that NVR Inc (the same warranty folks) did repair his cracks. The warranty policy from NVR Inc states that if the foundation crack is bigger than 1/8 of an inch, it is covered under the warranty. NVR seems to have a different standard for different homeowners. My request is that NVR Inc properly repairs the basement foundation wall cracks as this is not a cosmetic issue, it is a structural issue.

  Business Response

  Date: 11/03/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  We have investigated the customer's issues and determined these cracks were caused by shrinkage and are not structural.  It is not exhibiting any characteristics of a structural crack (i.e. heaving or displacement).  Shrinkage cracks are the consequence of excess water evaporating while the concrete dries.  It is not unusual for shrinkage cracks to be near beams because they generally occur near a weak spot (i.e. the pocket for the beam).  In August 2023, the crack was repaired from the exterior above grade.  Below grade, the crack is protected from water intrusion by both waterproofing and dimple board.  In addition, there is no evidence of water intrusion, or any other issue resulting from the shrinkage crack, so no further action is warranted.

  Based on this information, we consider the matter closed.
  

  Customer Answer

  Date: 11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because other professionals told me differently and that it is a structural issue.
  
  Regards,
  
  ******* *****************************
  

  Customer Answer

  Date: 11/13/2023

  The third party came to inspect and verbally gave us their opinion. Awaiting written confirmation.