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

  893 S Matlack St Fl 2 Second Floor West Chester, PA 19382-4507

• 

  NVR, Inc

  5885 Trinity Pkwy Ste 150 Suite 150 Centreville, VA 20120-1969

• 

  NVR, Inc

  4780 Corridor Pl Ste B Suite #B Beltsville, MD 20705-1165

• 

  NVR, Inc

  4601 Forbes Blvd Ste 300 Suite 300 Lanham, MD 20706-4825

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:05/11/2023

  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 moved into ****** *** the first week of December. The day we walked with our rep to do the homeowner inspection I noticed some areas of the grass did not look good but was told since it was winter season to give it time to grow in. As we got into January I started to notice that many of the areas did not have grass but some sort of dwarf plant sodlike substance. In the end of January I received a quote from a landscaper to have some work done and he said that this was not sod that was in lawn but some sort of weed. ***** Landscape (Ryan Contractor) was there on February 2nd to fix an irrigation issue and said there was an issue with lawn but that part of the yard was not graded properly. I let Site Manager know via text that Dixie said there was a grading issue and that needed to be fixed before they would do anything with sod. Some time went buy and this was not resolved so I went ahead and filed warranty claim on March 19th Ticket Number *******. I then followed up numerous times with ******* who was cordial and responsive and even came over to my house one day and agreed the sod should not look like that. After weeks of back and forth I checked online and the Ticket showed “Completed” . It was not completed so I filled out another ticket on May 1st as the first ticket was not complete. ******* and I text and called on this and he said he would see what he could do and said there were issues with this vendor and getting responses. Today to get a message that Ryan Homes will not take care of this issue is simply unacceptable and not ethical. There is a large area of grass that the construction vehicles have driven over and ********* from Ryan is going to have the sod replaced. Ryan Homes needs to step up and fix the other areas of the grass as well. It is not my fault that they cannot get the vendor to fix the problem. Based on my experience I would not trust Ryan Homes to honor any warranty work and would not recommend that anyone buy a house from them.

  Business Response

  Date: 06/20/2023

  Good Evening,

  We have confirmed that the sod was replaced Wednesday, June 14.  Ryan Homes had already agreed to do this when the Division Manager, ***, returned from leave. The customer stated that he filed this dispute right before *** came back.

  Based on this information, we consider the matter closed.

  Customer Answer

  Date: 06/29/2023

  [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: unfortunately the business response is not correct as their vendor did not complete the job. The pictures attached were taken today June 28th and you can clearly see the issue was not resolved. I have been in constant communication with their warranty department for months on this including the past two weeks. They know that the job is not complete. 
  in addition it is very frustrating that after all this time the problem is still not resolved and they tried to claim it was taken care of on June 14th. This speaks volumes to the trustworthiness of Ryan Homes and their word. 
  
  Regards,
  
  ******  ****
  

  Business Response

  Date: 08/04/2023

  ---------- Forwarded message ---------
  From: Director of Customer Relations <[email protected]>
  Date: Mon, Jul 31, 2023 at 5:03 PM
  Subject: RE: Re: Complaint ID #********
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Good Afternoon,

  We recognize we had the incorrect details in our previous message, please disregard.  The front lawn sod was initially replaced in June however, after it was installed, the sod in the area between the sidewalk and road was damaged by construction vehicles.   We have confirmed with our Warranty department that the affected sod has since been replaced and all work on this item is now complete. 

  At this time, there are three (3) remaining items to be addressed: 

  1) Loose kitchen cabinet – on schedule with vendor for 8/4 between 12-4pm. 

  2) Interior door frame – waiting to be scheduled with punch-out team. 

  3) AC Compressor – on schedule for 7/31 between 8am-5pm, Warranty Supervisor will discuss further during/after appointment. 

  That said, our Warranty Supervisor has confirmed he will be reaching out to the customer to follow up and answer any additional questions.

  Thank you,

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

  NVR, Inc. | Customer Experience Specialist

  Customer Answer

  Date: 08/14/2023

  [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:  The AC compressor is the wrong size for this
  model house. The attached pictures show a 1500 sq foot home next to mine with
  the same compressor that I have for our 3000 sq foot house. Our AC cannot keep
  up and all other **** ***** homes in our subdivision have the larger compressor
  that is shown in the other two pictures. As of today August 13, 2023 Ryan has
  not agreed to fix this issue. Door still has not been fixed as well. Ryan homes
  please do the right thing and have AC company put proper compressor in. 
  Please feel free to reach out to
  me for any other info that is needed for this case. 
  
  
  Regards,
  
  
  
  ****** * ****
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 08/25/2023

  Good Afternoon,

  The local division is actively working on this concern. The homeowner is accurate in his assessment of there being a different
  condenser unit at their home.  The newer **** ***** models' condenser unit
  has been changed (this is his point of reference.)  We are currently compiling
  Energy Calculations and the Plans of record for the Engineer of record and they
  will provide a letter to the homeowner detailing the efficiency and/or size of their unit.  We recognize that a written response is due however, we have not received the formal calculations or plans from the Engineer. 

  Based on this information, we will provide the requested documentation and communicate any next steps with the homeowner upon receipt.

  Customer Answer

  Date: 08/25/2023

  The business Ryan homes has address all my issues so I consider this issue closed. Thank you

• Initial Complaint

  Date:05/01/2023

  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.

  Ryan Homes built part of our development, including our home. During the course of completing a warranty issue on our neighbors' home, Ryan Homes gave permission to a contractor to cut down trees and clear a large path directly through our lot so they could access our neighbors' lot without requesting permission from us first. When confronted, the Ryan Homes warranty manager admitted their mistake (the property line was clearly marked by blue tape), but refused to work with us to reach a satisfactory agreement to address the damaged property. They continued to trespass on our property for days, bringing large equipment, including a backhoe, back and forth across our property, despite multiple verbal and written requests to cease. Now the project is finished and Ryan Homes has done nothing to repair the damage they caused or compensate us for the destruction of our property.

  Business Response

  Date: 05/30/2023

  Good Morning, 

  Thank you for bringing this matter to your attention.  There was a dispute with how a vendor of ours accessed an adjacent property through the rear of the ********* property.  This occurred on April 25th.  Our Division Manager personally spoke with the consumer to apologize.  ****************** asked for monetary compensation which we politely declined.  At that point we offered to repair any and all damage done to the consumer's property ****************** refused this offer from us.  Subsequently he reached out last Wednesday (May 24th) to ask us to come back and complete the repairs we offered to make back in April.  We have agreed and our Warranty Manager has a meeting scheduled for this week to coordinate the work with the consumer, see attached. 

  Based on this information, we believe we have acted appropriately in responding to ********************** concerns and consider this matter to be closed.

  Customer Answer

  Date: 06/05/2023

  [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:04/26/2023

  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 home from Ryan Homes. I moved in 12/29/2021. In March of 2022, I contacted the home warranty department regarding mold found under my kitchen sink cabinet by the plumber, who I contracted to install a filtration system. It was green powdery substance. A plumber was sent out, the baseboard (black mold) was removed from the kitchen cabinet. They sent ***** **** Remediation Services with a commercial fan running for 2 days. Since they did not find the cause for the moisture/mold, they closed my ticket for the warranty claim by stating "Our plumbers as well as ***** **** Remediation Services did do a full inspection and had informed us that a water softener/filtration system had been installed and was the cause of the leak". The mold was discovered by the plumber who installed the system and showed me the mold! They ignore this very crucial fact to get out of their responsibility. I was out of the country after that for many months, and upon my return I found that where the mold was last March, the board/bottom of the cabinet under the sink was further damaged by dipping toward the center, where the drain pipe goes to the concrete and it smelled moldy/wet underneath. I understand that the 1 year warranty is up, but since this was an issue, which did not get fully investigated and resolved, the problem continued. The Warranty Manager keeps telling me to hire a vendor to solve the problem, because it is beyond the 1 year warranty. They seem to ignore the fact that this was an issue after 2 months me moving in the house and called it to their attention. I hired a plumber. In his report he states that the hole where the soap dispenser was installed was not sealed properly (actually not at all) and that was the cause of the water from using the dispenser to leak under the sink. The soap dispenser was a fixture provided by Ryan Homes and installed improperly .Plumber invoice $977.68, Mold remover $13.47, Rust converter $13.16,Handyman $200 (estimated quote)

  Business Response

  Date: 05/12/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  When the consumer first notified our warranty group of a moisture concern in March of 2022, we sent out a plumber (****** Plumbing) to investigate a possible leak.  That plumber did not find a leak, but did note the moisture in the cabinet.  Since there was no leak, the moisture must have come from somewhere else.  The moisture was likely caused by water coming in around the soap dispenser, which was installed per manufacturer’s specifications.  However, it could have also come from something the customer stored under the cabinet that was leaking. 
  
  The manufacturer’s specs do not call for sealing around the soap dispenser.  There is a plastic nut that gets tightened down, but excessive water on the countertop can seep through if not cleaned up right away.  The size of the opening for the soap dispenser is a standard size cut at the countertop shop and does not vary from house to house.  As a concession, we sent out a mold remediation company to further investigate and to dry the area.  The mold remediation company did not find any active moisture sources.
  
  As an additional concession, we ordered several cabinet pieces and installed them to replace the damaged pieces.  After this situation, the consumer installed a water filtration device under the sink.  Any future moisture/leaks could have been caused by this device or an improper installation of this device, but we confirmed that there were no active leaks prior to this time.  The Warranty Manager communicated this to the consumer a few weeks ago in the attached note. 
  
  Based on this information, we will not be taking any further action and consider the matter to be closed.  

  Customer Answer

  Date: 05/15/2023

  [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: the mold issue was brought to the attention of Ryan Homes on multiple occasions and with 2 separate mold remediations (1 conducted by Ryan Homes and the second done by my privately contracted plumber). The leak was found to have been caused by the soap dispenser by my private plumber, which I feel should have been found by the plumber contracted by Ryan Homes, and then I would not have had another bout of mold and further damage to the bottom cabinet board of the kitchen cabinet under the sink. While Ryan Homes claims that it was installed as per manufacturer instruction, the presence of mold goes to show that the gap between the soap dispenser and the counter top was either more than it should have been or the lack of sealant was the underlying cause of my issue. This has also been something I have been trying to resolve for over a year now and have been receiving the run around. Since it was discovered to have been a builder mistake (we received the house as such), and we do not store any liquids of any kind under neath the kitchen sink, I feel like Ryan Homes is attempting to shirk their responsibility of this warranty issue after the findings show that this issue was in fact due to the soap dispenser which was never tampered with by us. 
  
  I still wish to be reimbursed for the expenses revolving around this issue (a total of $1204.31) in order to consider this issue to be resolved and closed.
  
  Regards,
  
  *****************

• Initial Complaint

  Date:04/12/2023

  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.

  I had a home built by Ryan Homes in Sept, 2022 and in Dec, 2022 filed a request to the warranty ***** that our pipes froze under the sink. **** us suggestions how to thaw out pipes but it was not under warrant. On April 6th I had * * * Constuction fix the frozen pipe issue and we discovered there was a hole in the outside wood structure covered with tape and there was just a role of insulation on the wood frame where the house comes together with the foundation and wood. The hole and the pipes had no insulation. I filed another complaint with them on April 6th and they advised me they cannot reimburse third party contractors to do work they should have investigated originally. I sent pictures to **** and he advised me on April 12th that the manager will not approve reimbursement. I did everything on my end to get it fixed so this did not happen again and now I discover the issue was Ryan Homes error and I think they should be accountable. There 1 year expanation on their website states: 1 YEAR COVERAGE All Materials and Workmanship (except landscaping) *Condominiums have 2 **** standard coverage for these items (except landscaping). I provided pictures and bill to **** at Ryan Homes.

  Business Response

  Date: 05/09/2023

  Good Morning,

  Thank you for bringing this concern to our attention.  There appears to have been a delay in receiving this complaint as this concern has already been resolved.  Our Warranty Manager, *********************, spoke to ************************************ on 4/12/2023 at 5:09 PM and agreed to a reimbursement of $300 after the complaint was filed.  We have attached a screenshot from 4/25/2023 of the text messages between **** and ****** confirming she received the check.

  Given the above information, we consider the matter closed.

  Customer Answer

  Date: 05/09/2023

  [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:
  
  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:04/08/2023

  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.

  Upon purchasing our home, we were informed that they would be building homes across the street. Its been at least a year and please see the lovely view across our street. It is a hazard. There is trash and debris laying there for months at a time and random people come there to take dirt from neighboring towns. Children are playing in that area and there is a saw blade left on the ground and a beer bottle! No communication and no one is taking responsibility. Not only this, it affects our resale value. Lastly, I also attach pictures of our back yard. The grading is not level ! Its not graded appropriately and significant decline from our neighbors. Impossible to mow or put a deck. Poorly done- needs to be fixed!

  Business Response

  Date: 05/03/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  The local leadership team has reviewed the claims made in this complaint and determined there is no additional action that needs to be taken.  We have regraded this customer's yard twice and have confirmed it meets the design plan.  Additionally, our team has met with the Township and suggested additional modifications to the yard however, the Township declined and is enforcing that we stick to the design plan. 
  
  There are eight (8) lots left in the ******** Community that are currently on hold due to the challenges with the Township and Developer.  That said, we have reached out to both the Developer and Site Contractor and asked that they clean up the debris on the lots.  The local division has confirmed they will follow through to ensure this happens.
  
  We will reach out to the customer today explaining our position on the yard and the plan for the open space.

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

  Customer Answer

  Date: 05/10/2023

  [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:

  Our backyard has NOT been regraded twice. Just because Ryan Homes or the team they hired determined it’s fine…there is a clear drop from yard to yard. Until this piece is taken care of, I disagree and I also will not accept until the garbage, debris and storage, destruction across the street is actually removed. It’s still there today and lastly, those lots were sole when we bought our house. Now it’s a dump. Others in the complex have complained and Ryan Homes continues to dismiss their customers. Until these matters are resolved along with the items discussed with my husband are resolved, it is not complete or satisfactory from our end and we will advise others of the same!
  

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

• Initial Complaint

  Date:04/01/2023

  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.

  Im reaching out as I understand NVR.Inc is the parent company of Ryan Homes. I was excited to look at potential home opportunities with Ryan Homes and I found a location in ************** in which I really liked. I discussed my financials with a lady named ******** who worked at the **************, ** location and my financial situation was very unique and different from most people. I ended up being told by ******** that I would not qualify for a new home, but I later got a pre approval from a very reputable mortgage lender and instead of ******** selling me on a home without forcing me to use Ryan Homes for a mortgage lender she failed to do that and she really disappointed me and made me feel uncomfortable about my financial strength. A couple months later I called and spoke to ***** who is a manager for the ****************** and told her I didnt have an enjoyable customer service experience with an older lady who worked within **************. About an hour later on that same day I receive a call from ******** who then offered me to come down and show me a home. I told her it was too late already and I was thinking Id pass, but towards the middle of the conversation she essentially confronted me and said that someone called ***** and stated that an older lady was rude to him which in turn escalated into a confrontation. I felt very uncomfortable and upset that a sales person would confront me about something like that on the phone and she made me feel very bad and made sure to remind me that shes a senior level associate and a top seller within her area and "threatened to go to upper management and to report me." I felt very hurt and amazed that a person like this thinks it's acceptable to call someone and escalate a confrontation. I hope this incident is looked at and she understands to be kind and nice to potential customers who may wish to buy a home. I look up highly to Ryan Homes and hope that someone can address this type of hurtful/disrespectful service.

  Business Response

  Date: 04/28/2023

  Good Morning,

  Thank you for bringing this matter to our attention. It is only through honest feedback that we will improve. It appears there was possibly a miscommunication between parties during the initial conversation in reference.

  Senior leadership has followed up with the customer in regards to the interaction that took place only via phone as the customer was never under contract with ********************. The customer thanked senior leadership for reaching out. Based on this information we consider this matter to be closed.

   

  Best,

   

• Initial Complaint

  Date:03/27/2023

  Type:Product 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.

  Date of the transaction2/26/23 total value of the house is $663,990 with $46,479 as a down payment. There are two options that were promised by ************************* the salesperson that is not being provided. 1- Pot filer 2-Fridge for an approximate total of $4,000. **************** has given me a run around by indicating that I have received enough discount and she is not honoring what she promised. My real estate agent *******************************-********** was present at the time of the sale and can testify to my claim. I am also a return Ryan Homes customer and the reason for my continued business is the courtesy and great experience I had in the past but this experience by far has changed my mind especially after I saw that NVR has more than 230 complaints. My real estate agent and I have reached out to **************** several times to resolve the issue with no luck. My real estate agent also tried to reach out to her manager ********************************* with no response or call back. At first, the communications were pleasant but as soon as the first payment was wired it was almost impossible to reach out to sales and as I had very limited time to make any changes to my order you can see how timely communication becomes important. I have several emails, text messages, and voicemails that prove my point. **************** also failed to circle back with my real estate agent at the time we agreed on a change of home plan. As my representative, ****************** had no idea that we changed the home plan until I reached out and told her. These misconducts and misbehaviors are so common that **************** several times admitted that her manager warned her that she needs to stop giving people free options but she does it anyway. **************** agreed at the end to send an email indicating that she is not able to honor her promise as her manager does not allow her to do so. After nearly 2 weeks and several attempts to reach ****************, she finally send an email only outlining what I was able to negotiate to this point.

  Business Response

  Date: 04/12/2023

  Good Morning,
  
  Thank you for bringing this matter to our attention.  On March 28th, our Sales Manager, *****, received an email from the Broker in ****** *** **** (********************* company), as well as an email forwarded from the *** (*************************) which was a correspondence between her and the customer/realtor requesting clarification of the credits.  To elucidate any confusion, ***** promptly scheduled a call with ****************** and his realtor for Monday, April 3rd.
  
  After asking many questions, and hearing the details of ********************** previous experience, it seems the *** and Customer had some miscommunications and misunderstandings that we own and have worked to resolve.  ***** let ****************** know that our intention is to provide a great customer experience, as he has had in the past, and apologized for the initial hiccups on this sale.  
  
  Based on the information ****************** shared during the call, ***** provided the following options for resolution. 

  Option 1:
     Add the Stainless Steel Side by Side Refrigerator$1995
     Add the Pot filler$1695 
     Receive a credit for $3690 (total for the two options)
       o  This will net the change amount to zero—so the total sales price would not change

  Option 2:
     Increase the seller closing costs contribution by $3,914 to cover a 2-1 buydown because of the confusion and miscommunication around options credits, specifically during the house type and lot change.  
  
  ****************** chose to go with the help on the closing costs side to get the 2-1 buydown (Option 2).  ***** quickly followed up with a Change Order which we ratified same-day.  Moving forward, ****************** will be working with our Project Manager directly, and for any sales questions, he will be coming to *****.  We are all in agreement that is the best way to proceed.  
  
  There are learning opportunities here, mostly for the ***, around communication and expectations—which would have likely avoided this situation altogether.  *****, along with the Division Manager, ****, will ensure these opportunities are clearly discussed this week.
  
  Based on this information, we consider the matter to be closed.

  Customer Answer

  Date: 04/13/2023

  [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. All thanks to ***** the Sales Manager.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/17/2023

  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.

  Our home was supposed to be ready April-May, now they are saying mid-July. I am out $3500 in plane tickets because I was promised the house would absolutely be done by my trip. I need the home done in June and no one is helping me. I have tons of texts from the sales rep and contracts with the original dates.

  Business Response

  Date: 03/29/2023

  Thank you for bringing this matter to our attention.  After researching this complaint, we discovered it had been previously resolved; see details below.
  

  
    -  ********************* (Division Sales Manager) talked with ******************* on 3/23/23 after receiving notification of a negative social media message posted by the customer

    -  ***** discussed the timeline for construction to begin/settlement to occur and the customer is on board

    -  He apologized for any poor communication that occurred and committed to consistent communication moving forward

    -  Although the Sales & Marketing Manager and Project Manager are still the main points of contact, the customer also has ****** contact information should they need additional help in the future

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

• Initial Complaint

  Date:03/08/2023

  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 put a $5000 deposit on a townhouse in Myrtle Beach, SC and specifically asked if we would get our money back if we couldn't sell our house. We were told it would be contingent on financing. We were approved, but when all was said and done, we could not afford to close on the property. One of the documents sent to us from NVR was a document stating we were able to afford the purchase. We didn't sign, because we cannot. Unfortunately after applying for the mortgage one of our job situations changed, we had to spend money on the house we were selling and we have pending medical issues now to deal with. All this added up to us not being able to put enough money down on the townhouse to reach an affordable monthly payment. I don't feel we should be penalized for all these unexpected circumstances. I realize there was time and effort put into the mortgage itself, but our $555 payment on that should be enough. Even if we could get half or better of the $5000, it would greatly help us. We are currently living in our travel trailer. That should tell you something. This was explained to them but they said "unfortunately you won't receive your deposit back".

  Business Response

  Date: 03/20/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  ************** and ************** purchased a townhouse from **** Homes in October of 2022.  On March 6, 2023, the customers expressed via email that they no longer wanted to move forward with the purchase of their home.  NVRs Purchase Agreement does include a finance contingency clause; however, the customer changed their mind while having a fully approved loan from NVR Mortgage.  We do not return earnest money for this reason.  
  
  Within a week of receiving their request to cancel their contract, we issued a Mutual Release Agreement (attached)terminating their Purchase Agreement and retaining $5,000 in ******* money.  This release was electronically signed by both ************** and ************* on March 14, 2023.
  
  Based on this information, we will not be returning the deposit, and consider the matter to be closed.

• Initial Complaint

  Date:03/05/2023

  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.

  On December 24th 2022, two pipes bursted on our property flooding of the house on both the first (basement) and the second floor causing a significant damage into the house. (They belonged to the sprinkler system) After a general inspection to determinate the root of the issue, the conclusion was: poor performance of the temperature in the house + Ineffective heating on the basement level and 2nd floor in particular. Said that, we notified the builder (********* *****, Inc) and after several discussions with them, it's necessary to increase the HVAC system to 60,000 BTUs and proceed with the improvement of the house insulation in order to prevent another burst pipe in the future.  Additionally, the third floor needs to be demolished and upgraded with better quality of materials to avoid the same issue in the future (even though it is in a "good condition" apparently).  Any upgrades to maintain the house in good conditions would be a builder's responsibility and should be covered under warranty as the house is 1.5 years old. As of now, we have not received a positive feedback, ********* doesn't reply our emails/follows up nor provide a solution.  

  Customer Answer

  Date: 03/17/2023

  Good afternoon Team

  Please find attached the warranty manual provided by the builder.  

  Page 55: Sprinkler system (where our pipes burst).

  Page 57 numeral J Owner and L Structural Defect

  Page 58 APPENDIX B - Building codes: 

  Page 59 numeral (3). Persons protected  (6). Two Year limited warranty mechanical systems (7) Ten year limited warranty against major structural defect.

  Regards,

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

  Business Response

  Date: 04/06/2023

  Good Morning,

  Thank you for bringing this concern to our attention.  In reviewing the claims made in this complaint, we discovered that the homeowners were on a vacation to Italy when the damage occurred and there was no one there to monitor the home during their extended absence.  The homeowners returned from Italy on January 10th and did not notify ********* ***** of the incident, or the extent of the damages, until February 2nd.  During this time, the homeowners had already contacted their insurance company, who sent a general contractor to cover the emergency.  Given the level of reconstruction required, the homeowners should continue to work solely with their insurance company to cover the reconstruction costs and their temporary living expenses. 
  On March 9th, ********* ***** mailed the attached letter to *** ***** advising that we cannot be involved moving forward as this is an insurance claim matter.
  
  Based on this information, we will not be taking any action and consider this matter to be closed.

  Customer Answer

  Date: 04/10/2023

  [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:

  
  

  After several attempts to submit the claim in the portal and notify ********* by phone, it was only on January 31st that they provided the correct channel to file the claim, and only on February 07th did they receive the case in their system to look into it.   

  
  

  We were not aware of the significant damage and the cause of  the issue after the 2nd floor and basement were demolished completely and we saw that the broken pipe was from the sprinkler system.  In addition, we noticed several construction defect and poor materials used in the house causing this catastrophic incident.  For example:

  
  

  1. The furnace is undersized and needs to be replaced with a 60K BTU furnace.

  2. The insulation in the back wall of the house is not the correct size, or insulated properly.  It needs additional insulation in the joist cavity nearest to the sliding glass doors and install additional insulation around the sprinkler pipes. 

  3. The air flow needs to be improved by relocating the returns on the 1st floor and adding additional returns on the second floor for each bedroom.  Check all ductwork for leaks, kinks, and/or damage

  
  

  We notified ********* of this update and any corrective actions that needs to be taken.  We sent pictures (only a few as we have hundred of pictures and videos), general inspection, reports and all supporting documents; however, they have not accepted our claim and have been negligent in scheduling a visit to see what the incident was and corrective actions to improve to prevent another burst pipe from occurring in the future.

  
  

  Attached communication with ********* regarding this incident with no response or resolution.  Additionally, the report with a general inspection with the actions to be taken. 

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

  Business Response

  Date: 04/24/2023

  Good Morning,

  Thank you for providing this additional information.  Our Warranty Manager and Division president are scheduled to meet ************** at her home next Friday the 28th at 3:00pm to review her concerns in person. 

  We will provide further updates after our meeting.

  Customer Answer

  Date: 05/01/2023

  [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:

  On April 28th, we met with ******************************* and ************************* (Warranty Supervisor and Division Manager)  to discuss about the corrective actions to be taken in our home.  Some of the topics discussed during our one-to-one were: lack of insulation, air infiltrations on several points of the house, construction defects like low R-value used in different points of the house, undersized furnace etc; however, ********* has not provided any solution from their side.  ********* committed to send us the blueprints of the house and PEG report by Monday, May 1 to proceed with a solution. 
  

  Attached summary of what we discussed.
  
  Regards,
  
  ******************************************** *******

  Customer Answer

  Date: 05/11/2023

  Good day Dear BBB

  No, we have not received any solution yet.  We received the blueprints on 5/1/2023, but we are still evaluating them to proceed with a solution.   We are seeing some discrepancies on that information that we would like to discuss again with Heartland.

  On April 28th, we met with ******************************* and ************************* (Warranty Supervisor and Division Manager)  to discuss about the corrective actions to be taken in our home.  Some of the topics discussed during our one-to-one were: lack of insulation, air infiltrations on several points of the house, construction defects like low R-value used in different points of the house, undersized furnace etc; however, ********* has not provided any solution from their side.  ********* committed to send us the blueprints of the house and PEG report by Monday, May 1 to proceed with a solution. 
  

  Attached summary of what we discussed.
  
  Regards,
  
  ******************************************** *******

  Business Response

  Date: 05/23/2023

  Please find attached email exchange from 5/18/2023 between ************************* and ****************** attorney showing Ryan Homes entering into a Tolling Agreement to allow them to investigate the blueprints and proprietary materials that we provided to them in good faith.
  
  There is nothing else for Ryan Homes to do at this time but wait for her attorneys expert to review the materials.

  Customer Answer

  Date: 05/28/2023

  [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 we are on the same page. We are reviewing the blueprints provided by Heartland Homes to determinate the next steps.

  Please keep this case open until an agreement is reached by both parties.

  Regards, 

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