Business Profile

Home Builders

NVR, Inc

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

203 total complaints in the last 3 years.
56 complaints closed in the last 12 months.

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Submit a Complaint

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:10/27/2023
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.
I began hearing rodent activity from my bedroom ceiling in early Sept '23. My settlement date was mid June '23 ON NEW CONSTUCTION. To me it seemed a bit too soon for issues like this is flourish. I called the warranty service line about my concern, and was rejected. The warranty doesn't cover pest activity. I ask for a recommendation of vendors, the Home warranty team couldn't provide me this. So I proceeded to contact a Pest Company. The tech serviced on 9/19 and found no activity present. The tech set some traps and such (details in attached report). The tech did bring to my attention that there was a HOLE in the OSB plywood roof peak area. I then submitted a formal warranty request to (***** ***) Ryan Homes. When I was contacted I was told the home is wrapped multiple times and nothing should be able to get in from there. "If for your piece of mind you want us to cover it up will schedule a repair visit." I proceeded with the repair option. Before the repair was completed I was hearing more and more activity from the attic area (even in the mid day). Now that area is sealed I'm not hearing a peep! So with the recent follow up visit report from Pest company I submitted a new warranty request to Ryan Homes asking for a reimbursement of needing a Pest service due to their defect. Denied, refused, and left a rather rude voicemail (which I attached here).
Business Response
Date: 11/09/2023
Good Morning,
Thank you for bringing this matter to our attention. After reviewing the provided documentation and timeline of events, our leadership team has agreed to reimburse the customer. A check will be cut and mailed to their home address this week.
Based on this information, we consider the matter closed.
Customer Answer
Date: 11/09/2023
[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:
A respectable party of Ryan Homes did reach out to me. I connected over the phone this morning and provided some additional details. I'm satisfied that the builder will be reimbursing me for the pest service needs. Still a bit shocked that I had to use this tool to get their attention to the matter.
I have reviewed the response made by the business in reference to complaint ID ********.

Regards,

*****************
Initial Complaint
Date:10/12/2023
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.
The foundation of house has cracked and water is getting inside my basement, resulting fungus and molds on tge wall and floor, the warranty is 10 years, my house was built in 2017. The builder refuses to repair it. I have a kid at home and the fingus is very dangerous
Business Response
Date: 11/14/2023
Good Morning,
Thank you for bringing this matter to our attention. This customer is several years outside of the applicable warranty period however, NVHomes has visited the house and agreed to assist the customer with having a shrinkage crack injected by providing vendors and reviewing the work. In return for NVHomes assistance, the customer has agreed (via email acknowledgement) that they are not under warranty and NVHomes will not be able to provide future assistance for shrinkage crack issues.
Based on this information, we consider the matter closed.
Customer Answer
Date: 11/16/2023
[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:10/08/2023
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.
I have contacted NV homes , no customers service or the just wall away or blow you off. 1 employee told me to stop emailing. Felt intimidate on the way he said it and " it wont go anywhere " Contractors damaged floors, rooms ,left food in-house on floors, beer and sleeping in upstairs bedroom, used appliances on floor. Forgot to get CO 24 hrs before closing and now 2 months later found out 24 sq shore in 3 rd car garage that I paid 24,000 and its short by 24 square ft. No replay. Called County inspector and file next Wed with the county court . The engineer was hired to measure and found that the internal wall was poured as outside the wall and off the center by 4 inches. So you tell builder and they just look at you and say what do you want? ?? found out they fired them and fined them, and the builder kept the money and didn't do anything for the customer just to deal with it, and they made a profit off of me doing their job. No customer service or care about customers. Good customer service would have been sorry for the optics and inconvenience, we would like to replace flooring and 2,500 credit to your closing , all free home cleaning. Nope, nothing, and during the walk through, still forget gas dryer vent, light in upstairs room, and flooring . So beware and check on them weekly and hire an inspector. Now just found out outlets don't work, found a bag in oven vent , Fire hazards!!! Who can I contact for help? I have the pictures and 1 foreman agreed the home was in bad condition. But nobody contacted or had it professionally cleaned or repaired. Today smoke backed up into the house because a bag was found in stove vent and blow off out side. Pic att. ***
Business Response
Date: 10/13/2023
Good Morning,
Thank you for bringing this matter to our attention. With the exception of two new warranty items logged on October 9, 2023 by *****************, all of these concerns have been previously addressed. Our local team has made contact with **************** and will address these once we are provided access to his home. As of this time, **************** has not provided a date for this to occur after multiple inquiries.
Customer Answer
Date: 10/19/2023
We hired an engineering company to come out on 10 23 to measure and look at the wall that's off center. Also we have not recouped expenses for having the house cleaned 2 times do to stains and scuffed floors. The other problem is we only get to talk to construction supervisors not customer service. This will eventually have to be handle by an attorney, because they this because they say everything is fine when it's not. They said well the wall is only a little off. WHAT, so I paid you just to get close to where it should be? Just excuses until you give up. No consideration for the customer aggressive and deposit that were spent on hold dates because the forgot to get a CO 24 hrs before closing. That was never addressed.
Customer Answer
Date: 10/24/2023
Put a ticket again in for wall not being center, Ask NVR project manager, replied its an upper management issue.
They just have to measure walls and there is your answer. It's 9ft x 6 inches not 10 x 10
Business Response
Date: 10/30/2023
Good Afternoon,

Our Division Manager met the customer at their home on Monday, October 30th, to review their concerns. After reviewing the blueprints and taking measurements, our Division Manager concluded that the garage is built correctly and was installed in accordance with NVHomes’ plans. The attached letter will be sent out to the homeowners today as a follow-up to this meeting.

Based on this information, we will not be taking any further action and consider the matter closed.
Customer Answer
Date: 11/02/2023
[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:10/05/2023
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 noticed mold on the ceiling of my basement. Ryan Homes sent a **** person to look into issue. They said it was condensation from my unit and they will adjust what they need to then come back in the summer (this summer '23) to verify the issue is fixed. Once verified, **** would send a drywall person out to fix the ceiling. I had to text Ryan Homes, *************** multiple times to get any information on follow-up. Finally I received a reply from **** and he said the HVAC said the repairs are good to go even though they did NOT send an HVAC person back out in the summer to verify what they did solved the problem. Needless to say, there is water all over my HVAC unit and I am sure the condensation is in my ceiling again. I am unable to get any resolution or reply now from *************** at the warranty center.
Business Response
Date: 10/17/2023
Good Afternoon,
Thank you for bringing this matter to our attention. Our Warranty Manager visitited the house with the customer on Tuesday, October 10th to review their concerns. While inspecting the furnace, our Warranty Manager did not observe any sweating, but the furnace was not running and the customer was not using A/C at the time. The Warranty Manager also measured the humidity level in the basement; he found that it was at 55% and informed the customer to turn up their dehumidifier to get the level below 50%, which we observed running.
When customer originally called on Thursday, October 5th, their A/C was on and the furnace and duct work directly above the furnace were both sweating. according to the customer. The customer said that the Dehumidifier was full, (which we believe it wasnt running because it was full and had not been emptied), which the outside humidity was above 80% that day. We told customer that if she turns her A/C back on this fall, to call us immediately and we would have someone from the warranty team come over to inspect the furnace and humidity levels in the basement. We offered to have our HVAC contractor (********* Heating) come back out again to check out the unit, or even to pay for a 3rd party HVAC company to inspect the unit, to ensure that it is top working order. The customer declined to take us up on either however, we will leave the offer open. We instructed the customer to contact our Customer Care team at ************ for any future issues, to ensure that everything is documented in their house file.
At this point, there is nothing further to do until the customer turns on the A/C and sees if she there is any condensation on the unit, which if the humidity levels are anywhere above 60%, we would expect to see condensation on the unit. The key, is to keep the dehumidifier continuously running to ensure that humidity doesn't go above 50% in the basement.
Based on this information, we consider the matter closed.
Customer Answer
Date: 10/19/2023
[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:
I was NEVER offered to have their HVAC people out to look at this point and they definitely did NOT offer a 3rd party.
The sweating happens when the air is on so of course no sweating would be there now.
Also, The Rep brought up my dehumidifier saying it must have been full and that certainly is not a case and something they should not be assuming.
I have attached pictures of the initial damage and my expectation is that come summer of 24 when the sweating begins again I will call customer service and expect them to send an HVAC person out,
I was also told by *****, the Ryan Warranty representative that I should not have reached out to the BBB. As a customer if I am not getting properly treated by a company it is our right to be protected and to report to your agency

Regards,

*************************
Business Response
Date: 10/30/2023
Good Morning,

Thank you for providing this information. We apologize for any miscommunication regarding the complaint process. Ryan Homes commits to address all warrantable concerns in your house; as long as your request is submitted by the respective expiration date (i.e., 1, 2, or 10-year Warranty), your concern will be addressed. We do not believe our customers should feel the need to submit a formal complaint to achieve resolution.

The included pictures and concerns have been documented in your house file. If these issues do reappear, please do not hesitate to contact our Customer Care team or your Warranty Manager,*****, directly.

Ryan Homes
************
***********************************************;

Sincerely,
Your Customer Care Team
Initial Complaint
Date:10/03/2023
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 moved into our house in July of 2023. We live in Richmond, VA and summers are obviously hot. I tried to turn my a/c to 68 degrees because it was hot in my house. The thermostat would not go past 70 and continued to climb to 73. I notified ****** ******** of this issue. He had an HVAC come to our house and say “the unit is too small to cool the house the way you want it to.” The house never went below 70 degrees all summer. The problem was then passed to ******* ********* who told me the house is not built to go below 70 degrees. ******* had someone run a test and confirmed our unit works properly for Ryan Home standards (as long as the thermostat goes 20 degrees cooler than then the outside temperature it works fine, so when it was 100 degrees outside as long as the unit goes to 80 degrees it’s working). I told ******* and ****** we like our house below 70 degrees in the summer and they confirmed our unit works. The unit will not and cannot go below 70 degrees in the hot Virginia summer. This is what we want and we would have never bought a home that will not do that. There is a house that is an identical ***** floor plan on our street that has a larger unit. ******* confirmed that they get a bigger unit because it faces the sun, which is crazy because so does our house?
Customer Answer
Date: 10/04/2023
I've included 4 pictures of the thermostat on 4 different days in August 2023 (the 1st month in our brand new house). The thermostat was set to below 70 (****** had a new thermostat installed and that did not fix the problem) and the thermostat would not go below 70 degrees ever. These are also ****** smart thermostats so the data should easily available, showing that the thermostat reported excessive heat humid EVERY single day in October.. I do not see why I cannot have the same HVAC unit of ****************************. This is the exact same house, an Aspen floor plan built only a couple months earlier in the same neighborhood on the same street.
Customer Answer
Date: 10/04/2023
I've included 4 pictures of the thermostat on 4 different days in August 2023 (the 1st month in our brand new house). The thermostat was set to below 70 (****** had a new thermostat installed and that did not fix the problem) and the thermostat would not go below 70 degrees ever. These are also ****** smart thermostats so the data should easily available, showing that the thermostat reported excessive heat humid EVERY single day in October.. I do not see why I cannot have the same HVAC unit of ****************************. This is the exact same house, an ***** floor plan built only a couple months earlier in the same neighborhood on the same street.
Business Response
Date: 10/05/2023
Good Morning,
Thank you for bringing this matter to our attention. Both our HVAC engineering company (***), as well as a third party HVAC contractor (***), who was not the original installer, conducted testing on the home on Tuesday, September 5th. During this visit, *** returned the following findings, “I confirmed the installed equipment matches the manual J and is sized correctly for this home. The home balanced properly, meeting the minimum required airflow for each room. I found a low temperature split in cooling mode (13 degree differential from return / supply plenum) and high sub cooling (26). Recommend having HVAC tech ensure the system’s refrigerant is properly charged.” We also provided the customer with a copy of the full *** report (attached).

Also on 9/5/23, *** conducted a full evaluation of the HVAC system. Consistent with the *** report, *** found that the system was significantly over charged with refrigerant. This overcharging can create the same issue with cooling as an undercharged system. *** also found that the unit, which is a two stage unit, was not wired properly to go into the second stage. During this trip, *** was able to adjust the refrigerant levels as well as rewire the unit for the second stage.

Upon checking in with the homeowner early the next day, he informed our Warranty Manager that the house was definitely better and that nothing was abnormal. By the evening on the 6th, homeowner communicated new concerns with cooling. Warranty Manager reassured the customer that Ryan Homes would stand behind this until we confirmed everything was right. The following morning we offered to send *** back to recheck the system and have a brand new manual J run to make sure it was in agreement with ***'s original assessment. We also offered via phone call to bring a thermal camera to check the insulation in the home. *** re-visited home on Saturday, September 9th, and found the house was cooling to the desired temperature. However, *** still put gauges on the system and double checked refrigerant levels. *** found that the system was running properly and no action was needed.

In reference to the homeowner's concerns re: their neighbor's unit size, we have discussed this with the homeowner and explained the following:
- We sent that concern to *** to review. They returned that the main difference as to why the units are sized differently is due to the orientation of the neighbor’s home.
- We had *** evaluate what would happen if we upsized the unit according to their manual J. They advised upsizing the unit would cause short cycling and in turn would create a humid, uncomfortable home. They were confident that was not the path to take. That letter is also attached.

On the morning of Monday, September 11th, the homeowner texted our Warranty Manager stating they no longer want us to evaluate their system, and demanded the same unit as their neighbors. Although their unit is cooling to the manual J specifications (20 degree difference) and has been tested and is functioning properly, we still offered to re-evaluate to see if there is a better course of action. We advised that based on the current HVAC engineer stamping, we cannot install a larger unit in the home; however, we are willing to:
- Perform a complete thermal camera review of the home to check for proper insulation behind the walls.
- Have a 3rd party HVAC engineer to run an additional Manual J. If this Manual J comes back with any evidence we can put a larger unit in and not create short cycling and moisture problems, we will most certainly entertain that solution.

Based on this information, we will not take any further action other than what has been offered by our Warranty Manager on 9/11/23, and again on 9/19/23, after no response.
Customer Answer
Date: 10/05/2023
[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,

***********************
20 degrees cooler is not acceptable, we will let them come into our house again but we want to talk to the person they are sending and we want to be involved. The last time they never addressed OUR concerns they addressed Ryan Home concerns. I’m also going to file a complaint with Ryan Homes.
Customer Answer
Date: 10/05/2023
The information sent proves our house does not go below 70 degrees in the summer until it does this issue is not resolved
Customer Answer
Date: 10/05/2023
At this time, I would like to reiterate that multiple independent HVAC companies have confirmed that your system is functioning as designed and is properly installed. More importantly I would like to reiterate that a certified engineer has provided us with a letter stating that upsizing your unit would create significant humidity and short cycling issues in your home. However, and taking into account the information above, my previous offer stands to conduct the following:
A complete thermal camera review of your home to check for proper insulation behind the walls.
A third party HVAC engineer to run an additional Manual J with the background of the concerns you have. If this Manual J comes back with any evidence we can put a larger unit in and not create short cycling and moisture problems, I will most certainly entertain that solution.

Please reply to this email at your convenience if you would like to entertain these options. I would also request that all communication moving forward be in writing on this email chain.

I will be out of the office until October 10th and can respond to any questions or correspondence at that time.
this was the email I received from *******. He has confirmed that the unit it properly installed but never once addressed why the house will not cool below 70 degrees. This is what we want and if the house does not cool to below 70 degrees it is not properly installed. I will not live in a house that does not go below 70 degrees and Ryan Homes should have disclosed this before we bought the house if this is the case.
Customer Answer
Date: 10/06/2023
I talked to 10 neighbors who are on my street and they all confirmed that in the summer they were able to turn the thermostat to below 70 degrees. If you’d like me to get their names and addresses I will. At this point because ******* and Ryan Homes and NVR are ignoring to give us the same hvac that works for our neighbors we feel we are being discriminated against since we are a *** couple.
Initial Complaint
Date:10/01/2023
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 purchased our house in December 2022 and the grade of our lot was correct. The grade to the lot next to us was wrong and when Ryan Homes/NVR corrected that problem, it created a grading issue for us along with improper water drainage. This issue also created standing water in our yard that has caused the ground to sink. Repeated requests to Ryan Homes/NVR have not been addressed to date and they're response is it will be next week. We've been waiting since June 2023 for them to properly grade the property to prevent standing water.
Business Response
Date: 10/30/2023
Good Morning,
Thank you for bringing this matter to our attention. This has been an ongoing Developer issue that Ryan Homes was assisting with. The job was completed last week.
Upon receiving this complaint, our Project Manager met with the customer on Thursday, October 26th to review their concerns and confirmed they were satisfied with the work. Our Production Manager was also involved and confirmed that the job is complete and the customer is happy.
Based on this information, we consider the matter closed.
Initial Complaint
Date:09/30/2023
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.
We closed on our Ryan built home 6/12/2023. in Hillcrest subdivision, Franklinton, NC and moved in 6/14/2023. Within a few days we noticed our floors resembled ocean waves. The LVT floor planks were cupping. July 1, I called the warranty number we were given, spoke with *****, who said ***** ******** would contact me. Next day ***** came and looked at the floors. 7/6/23, ******* ******** emailed me to set up a date for inspection. July 13, 2023 Ryan Homes sent an inspector to our home. No contact was made between us until 7/28/23, to set up a time for an inspector from the flooring manufacturer. 8/1/2023, the manufacturer inspector came. 8/22/2023 I received the 4 page inspection report. I forwarded the email containing the report to ***** ********, ****************, ******, ****** ******, ******* *******, and ****** *******. No further contact was made with me until Sept. 12, when I received an email from ****** ******* requesting me to fill out a survey about my experience with Ryan Homes. I answered the questions on the survey, and 9/14/23 I received a phone call from **** *****. He assured me that "they would take care of it", but it would take 2 weeks to get the materials. 9/21/23, ***** ******** called me and told me that funds were approved to replace the floor. We've heard nothing since. It's been 3 months since we filed the complaint. We can't move forward with setting up our home because replacing the floors will disrupt our daily life. It is noteworthy that Ryan homes employees prefer phone calls to emails. I prefer emails because there's a paper trail and no misunderstanding as to what was said. As I read over the 252 complaints filed with BBB in the last 3 years against Ryan Homes, I wish I had read those before I decided to buy and build with them. I definitely would have chosen a different company. My co-workers, friends, and family who were so excited for us to buy a new home, also know of the problems we're having in getting Ryan Homes to stand behind their warranty. I feel that the calls and emails to me are just a smoke screen to pacify us until the warranty expires.
Customer Answer
Date: 10/22/2023
This complaint has been resolved. We are satisfied with the results. Thank you. *************************;
Initial Complaint
Date:09/30/2023
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 writing today to share and hopefully peacefully resolve my concerns related to the mishandling of my home, shoddy construction, and lack of quality workmanship. My home-buying experience with Ryan Homes has been less than pleasant and I am deeply concerned about the level of mistreatment and mishandling of my concerns by Ryan Home employees in relation to the construction defects. Attached is a copy of the letter that outlines all of the issues. I would like to be reimbursed the cost of repairs and replacement due to the blatant lack of communication and negligent behavior.
Business Response
Date: 11/03/2023
Good Afternoon,
Thank you for bringing this matter to our attention. Our Division Manager had a phone conversation with the customer on Wednesday, October 25th, to better understand her concerns. During this call we uncovered the following concerns:
- Square footage discrepancy (Division Manager was able to determine the misunderstanding later in the day on 10/25 and reviewed this with her).
- Patch of dead sod in front corner of yard.
- Drywall Blemish in living room.
- Drywall blemish in bathroom and concerns with potential moisture intrusion.
- Electric outlets not level.

Our Production Manager and Warranty Manager then met with the customer on Thursday, November 2nd, to review these items in person. During this meeting we agreed to address all of her concerns and set up an appointment for these corrections to occur on Monday, November 6th.
We will provide further updates after our 11/6 meeting to confirm all items have been addressed appropriately.
Business Response
Date: 11/08/2023
The remaining work at this home was completed on Wednesday, November 8th.
Based on this information, we consider the matter closed.
Initial Complaint
Date:09/23/2023
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.
This is my first time buying a home and it was the worst experience in my life. I paid a REFUNDABLE depoist that ****** even stated on a contract I wasnt even approved on. I am currently not approved by NVR mortgage and I even had a co-signer come in to try and help and that didnt. In the contract that is my dudiligence. It does not state I have to go to 2-3 different banks. My Pay has changed I am no longer eligable. Refund the money back. It was taken out on Sept 5th it is the 23rd. Nothing has been done.
Business Response
Date: 10/02/2023
Good Afternoon,
Thank you for bringing this concern to our attention. It appears the delay in refund occurred due to the customer filing a stop-pay on part of their payment. Therefore, we needed to confirm they did not do the same on the other payment before we could finalize the return.

The termination of this Purchase Agreement was sent to the customer on Tuesday, 9/26, and was executed same-day. The Hand Money return was initiated on Thursday, 9/28, and has been refunded to the customer as well.

Based on this information we consider the matter closed.
Customer Answer
Date: 10/06/2023
[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:09/22/2023
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.
I have had a roof leak that is covered under warranty and every time Ryan Homes comes to fix it it still continues to leak. It takes weeks to get a phone call back and when they finally call and say the roofer will be here to fix it on a certain day they always cancel the day off. I need Ryan homes to come and fix the problem. This has been going on since the original leak 12/24/2020 and its now 9/22/2023 and its still not fixed. They were supposed to be here last week, then yesterday and now today and have been cancelled on every time. This is unacceptable
Business Response
Date: 10/09/2023
Good Morning,
Thank you for bringing this matter to our attention. This roof leak was repaired in the afternoon on Friday, September 22nd. The homeowner advised our Warranty Manager that she was happy that the issue was resolved by our Warranty Supervisor (****) and *******, who took the place of ***************, to make repair that *************** was unsuccessful in completing. **** followed up on Thursday, September 28th, and spoke to the customer's wife to ensure there were no leaks after the last 4 days of rain and that we were able to correctly identify the issue. **** received a text from the customer later that day, after their conversation, confirming the roofer had completed the work.
Based on this information, we consider the matter closed.
Customer Answer
Date: 10/12/2023
[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,

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

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