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 has 100 locations, listed below.

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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:08/03/2022

  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 purchased a house through Ryan Homes as a new construction build. We closed on the house in January of 2021. Within 2 months of closing on the house, 2 separate cracks formed across the width of my newly poured driveway. I showed the cracks to the Ryan Homes warranty manager in March of 2021 and was told to keep an eye on them as I have a year long warranty on the house. Since then, the issue has become worse and the cracks have become larger. There are several areas along the cracks where sections of concrete have popped out leaving holes. Upon the final month of my home warranty I submitted a claim to address the driveway defects. I was told by the warranty manager that my only option was to have the cracks filled with a sealant. The option I was given is not a permanent solution and will only slow down the problem. The home warranty states that it will cover "cracks that occur and become greater than a quarter of an inch in displacement and/or separation." The issue with my driveway fits the warranty criteria, and the issue is continuing to worsen. While other driveways/concrete areas in my neighborhood have been replaced for similar reasons, Ryan Homes is not offering me the same service that others have received. I purchased a brand new home with the expectation that it would be free of defects, and was assured upon closing on the house that my warranty would cover any defects that may occur within the first year. Ryan Homes needs to honor their commitment and replace my driveway.

  Business Response

  Date: 08/19/2022

  Good Morning,

  Thank you for bringing this matter to our attention.  Our warranty team has visually inspected the driveway at ******************** home on more than one occasion. 

  Per Ryan Homes warranty, "Surface cracks in driveways and lead walks no greater than 1/4 inch in displacement and/or separation will be replaced.  Responsibility: We will repair or replace concrete (at our option) to meet standard. Where a repair is made to the concrete surface, matching the color and finish of the adjacent surface cannot be expected." 

  The crack that runs the width of ******************** driveway is well within our warranty tolerance, as well as the local Builder Association's standards.  Based on this information, we will not be replacing the driveway, and consider this matter to be closed.

  Best regards,

  Customer Answer

  Date: 08/20/2022

  [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: the cracks in the driveway meet and exceed the 1/4 inch standard as stated in the warranty.  Other driveways and concrete areas in the neighborhood with similar issues have been replaced, yet they will not offer me the same service.  There have been several extensive warranty issues with my house that Ryan has had to remedy.  I believe that the prior warranty repairs conducted for my house have exceeded their projected budget for warranty repairs and they are simply not willing to further their financial loss.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/01/2022

  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.

  Where do I even begin?! So many problems … Building with Ryan Homes has been an absolute disaster. We were switched project managers after the house had been started. Brian took over and he was the definition of a tornado. He was unorganized and extremely defensive and aggressive. The process of building your home included a ‘pre-carpet walkthrough’ which was never scheduled. The one time we met with Brian before closing he advised not to leave any reviews because it effected his bonus. When we met for the final walk through prior to closing, i brought up many concerns to which he was aggressive about and advised would be fixed. The house looked so sloppy. Paint all over the windows and carpet, scratched sink, scratched cabinets, patch work, broken dishwasher .. the list could go on. Brian did not get any of it fixed prior to closing. After closing, we went into the home to find the house filthy and untouched. I contacted my sales rep Jeremy who attempted to get in contact with Brian’s manager (Chris W.) We could not move into the home the day of closing because of the disaster. When I walked through the home I stepped on a rusty nail that went through my toe. I brought this to everyone’s attention and Brian called me and told me that there was ‘no way that happened’ and to send him a picture of my toe after I went to centra care. The most inappropriate reaction ever!!! We also found carpet staples and nails alllllll over the home. I am so lucky I didn’t have my children or pets with me at the time. The following day, Chris W met us and again was very defensive advising that there were no issues. I told him that this was the definition of ‘lipstick on a pig.’ He advised he would get a fraction of our concerns fixed. He has. But we have had people in our home every single day, doing sloppy work. I have premie twins in my home. This should have been completed prior to closing. We now have door handles falling off, the faucet in the sink is installed incorrectly. So ma

  Business Response

  Date: 08/19/2022

  Good Morning,

  
  Thank you for bringing this matter to our attention.  After several phone calls, we were able to get connect with *************** in order to get the balance of her concerns.  Many of these items were resolved the same day, but we could have improved her overall experience by delivering ************** at settlement.  We now have an action plan in place and will continue to work with the customer to get her issues resolved in a timely manner.  The Senior Project Manager has been very involved and is working directly with the customer, he has also given *************** a warm introduction to her Warranty Supervisor, who will be her point of contact for any future warranty needs.
  
  Based on the information above, we consider this matter closed.

  Best regards,

  Business Response

  Date: 10/03/2022

  Hello,

  Per our last response, all outstanding items from the homeowner's original complaint have been completed.  There is no record of a warranty request for this item in *****************'s home file, therefore we were unaware the problem existed.  Ryan Homes will continue to take action on warrantable conditions at *****************'s home, as long as they are reported to the Builder through the appropriate channels.

  In order for this item, or any other warrantable conditions, to be addressed, *************** will need to visit www.myryanhome.com and submit a warranty request.  This request will then be submitted to our Customer Care Team and they will process and send ***************'s request(s) to the local warranty team.  She can also call ************ during normal business hours (Mon - Fri 8AM - 5PM EST) and speak to an associate directly.  This is just best practice so that all concerns are documented in the home file.
  
  Based on this information, we consider the dispute to be closed.  
  
  Thank you,

  Customer Answer

  Date: 10/04/2022

  [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:
  
  Hi *************************,

  ***** and I discussed the sod issue at one of the walk throughs . This case is NOT closed. Do not dismiss me. I have no issue posting the conversation online, where project manager ***** asked me for a picture of my toe. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/27/2022

  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.

  I contracted with Ryan Homes in September 2021 for the purchase of a home. We were approved by this mortgage company to break ground, which occurred on 12/2/2021. In January 2022, we paid $650 for an appraisal. Why? I have no idea since this home was a new build. On Friday June 3rd at 3:35 pm, 2 days before closing on June 7th, NVRM declined our financing. Not only did they render us homeless since we had already sold our home (which was their condition for financing), they are refusing to refund our appraisal fee. Please help in getting back our $650.

  Business Response

  Date: 08/01/2022

  Good Afternoon, 

  Thank you for bringing this to our attention.  In reviewing *********************'s loan, it appears that during processing a piece of derogatory credit was missed. This item was then caught later in the process by underwriting. Had this derogatory item been caught by NVR earlier in the process, this borrower would not have been charged for the appraisal.  Therefore, the NVRM Branch will process and refund ********************************* her full appraisal fee of $650. 

  Based on the information, we consider this matter to be closed.

  Best regards,

• Initial Complaint

  Date:07/27/2022

  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.

  Ryan homes is installing inadequate (undersized) air conditioning in their homes, and the HVAC contractor they are using is unable to solve problems and provide a resolution. I've been without properly functioning air conditioning since I purchased the home new in May, and Ryan has yet to fix the problem. The home is unable to maintain indoor temperatures of 74 degrees when the outdoor temperature goes above 85 degrees. My upstairs loft bedroom becomes unusable as temperatures rise above 80+ degrees indoors. The J-manual calculation provided by Ryan homes calls for 2.8 tons of air conditioning. They installed 2.5 tons when they should have installed 3 tons. Ryan homes is slow to respond or doesn't respond at all.

  Business Response

  Date: 08/01/2022

  Good Morning,

  Thank you for bringing this to our attention.  Upon receiving this complaint, local management requested a copy of the equipment sizing report for the home from the engineering company, ***. We received the report in the afternoon on Friday, 7/29 and reviewed the findings; it appears there was a back office error that caused the unit to be improperly sized for the home.

  Management spoke to **************, the partner of ******************, this morning and provided an update including information supporting the need to replace the HVAC equipment, increasing the BTU sizing by 12,000 BTU’s or one ton.  The properly sized unit was ordered on Friday, 7/29 and we expect to be able to install the new unit this week.

  Based on the information, we consider this matter to be closed.

  Best regards,

  Customer Answer

  Date: 08/08/2022

  [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 is satisfactory to me. This matter is closed. Please delete the complaint from your records.
  
  Regards,
  
  *************************************