Complaints

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

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  NVR, Inc

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

• 

  NVR, Inc

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

• 

  NVR, Inc

  1355 Beverly Rd McLean, VA 22101-3651

• 

  NVR, Inc

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

• 

  NVR, Inc

  995 Old Eagle School Rd Wayne, PA 19087-1709

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

• Initial Complaint

  Date:02/25/2023

  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.

  The week prior to settling on our brand new home, our neighbor (not Ryan Homes) notified us that serious foundation complications had been found in our neighborhood. 3 days went by without a response from Ryan Homes/NVR despite sending multiple emails and text messages regarding the issue. It was not until 72 hours before settlement that the Project Manager contacted us to let us know there was a problem and that they were not sure how to fix it. We now know that three things are wrong with our brand new home that is already fully constructed: there is loose soil under the house, the slab is the wrong thickness under weight bearing walls (4 inches instead of 8), and the pads within the layers of the foundation are missing/incorrect. It is now over a month later and Ryan Homes/NVR will not allow us out of our contract or give us back the $35,000 we put down. There is still no resolution to the problem with our new home and a reported 71 other homes in our neighborhood (**********************) as well as a neighborhood in Cambridge Maryland. The engineers have absolutely no idea how to fix our home. Unless this problem is resolved we will be without a home, as we need to be out of rental soon. I have spoken to multiple contractors and based on their experience and knowledge, they all agree.. there is no way to fix loose soil under a home already built. Please help.

  Business Response

  Date: 03/07/2023

  March 6, 2023 
  

  Dear Dispute Resolution Team, 
  

  I am writing in response to the complaint you received from ******* ********* concerning her pending purchase for *** ******* ******* *********. Ryan Homes is working with both a soils and structural engineer on this concern and Ryan Homes will repair the concern per their guidance. Ryan Homes will receive an engineer's certification on the completed repairs prior to delivering the home to *** *********. 
  

  Sincerely, 
  Rich G.
  Vice President and Division Manager Ryan Homes, Baltimore South Division 

• Initial Complaint

  Date:02/15/2023

  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.

  January/2022, I purchased and closed on a home built and constructed by Ryan Homes. During warranty period I made several warranty request; among those being crooked, framed windows throughout house mainly family/living room. Ryan homes corrected unleveled crooked window in bedroom but failed to address smaller window which project manager states was within its standards of construction. Furthermore, builder attempted to correct larger living room by applying drywall mud ,but still leaving windows visibly uneven. It refused to address other windows in living room by again stating that window deficiencies were well within its allowable margin of error. I noticed a pattern of builder refusing or hesitating in making warranty repairs that involved more labor and or cost.

  Business Response

  Date: 03/09/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  We have been to this customer's home several times.  The original call for the windows was due to the window reveals.  The warranty supervisor, *****************, inspected all the windows; there were two in the daughters bedroom and 3 in the living room that we agreed to remove the corner bead and work on the reveal.  Please note that prior to the work, the reveal was still within our standards.  

  After these windows were worked on, ************** asked for two additional windows to be inspected again.  *** used a 4ft level and a framing square in the opening to confirm that the reveals were in good order.  The jambs were both level and square, there was nothing else that could be done to improve any further.  ************** was in the home and witnessed the level and square being used. 

  Upon reviewing the claims made in this dispute, as well as the house history, we have agreed to inspect the two windows again.  *** and his Supervisor, *****, will go out one more time to confirm we didnt miss anything.  The homeowner only lives in the house for less than 3 months during the year.  That said, ************** has confirmed he will be in town on April 5th to meet with ***** and *******  We will provide further updates after this meeting.

  Customer Answer

  Date: 03/14/2023

  [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:
  

  I am rejecting this response primarily because : Prior to receiving and reviewing the latest response from Ryan Homes, *****************, the same warranty supervisor who refused to initiate complete repair of windows called me and agreed to " make it right" . I responded that despite its claims that Ryan Homes were withni its standards/ margins of errors, as a homeowner, the windows represented an eyesore that is visible not only to me but to the independent home inspector who inspected windows AFTER Ryan Homes purportedly fixed windows. Ryan Homes latest response to my complaint reads as a prelude to once again denying any repairs are need based on a scheduled rubber stamp inspection. Ryan homes, via ***************** claims to have removed bead in order to work on window revel in bedroom. This is not true. The workers used a hammer to bang portion of window into place. Furthermore, prior to just applying sheetrock mud to level off larger family room window, ***************** agreed that this window was significantly and visibly uneven; yet it claims in its latest response that its workers repaired window despite it being within its margin of error. Ryan homes is not being honest, and is manipulating information to give the appearance it is substantially  honoring its warranty policies. Any resolution has to include a written commitment not not ************ but to repair all windows which have been determined to be in need of repair by an independent home inspector.

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

  Business Response

  Date: 03/20/2023

  We are still scheduled on April 5th to meet with the customer at their home.  The Division Manager will be attending this meeting as well to ensure all concerns are addressed accordingly.  We will provide further updates after this meeting has taken place.

  Customer Answer

  Date: 04/12/2023

  [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,
  
  ***********************
  

• Initial Complaint

  Date:02/14/2023

  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.

  01/03/23 Non working dishwasher since I moved in. Still not working because it was installed improperly. Its going on 6 weeks when I closed on a new villa

  Business Response

  Date: 02/27/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  The original dishwasher was replaced and was still not operational 2 weeks ago.  Then the customer had a medical emergency and was unavailable for a short period of time.  

  On Thursday 2/23, the warranty team met at ******************************* home to complete the remaining work on the dishwasher.  The Division Manager spoke to *************************** via phone as the service was being completed and confirmed the dishwasher is now working properly.

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

• Initial Complaint

  Date:02/13/2023

  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.

  On Saturday February 4th my husband and I visited this community because a very good friend of mines was raving about how great her experience was buying a new home with Ryan Homes. My husband and I have worked with ****** and *************** which are pretty big competitors to Ryan Homes and our experience was nothing near what we experience. To begin with, that week they were having a sale because of “Martin Luther Kings Day” so they had estimate the cost of the home to be a specific amount. The amount worked with what my husband and I had in mind. We added a few upgrades and we were happy. That Monday they had a “meeting” and the sales man called us to let us know the price of the house magically went up because management had changed the price over the weekend but he was not aware. This was red flag number 1. But we didn't give it no mind because we felt that it was a mis-communication since it was the weekend and eventually Ryan Homes would work something out with us since they seem to be a good builder to work with. The Sales man / realtor of Ryan Homes then told us next step would be to talk to their loan officer and complete a loan application. My husband completed the loan application, we waited and waited to later find out the loan application was never received because it went to an inbox of someone who was no longer working for Ryan Homes. We re-submitted the application to another loan officer his name is *****. We were in contact everyday with the sales person/ realtor of Ryan homes, doing all of our due diligence . In the meantime we put our current home on the market, because we set on moving to that side of town and to buy with Ryan Homes. We asked to speak with the loan officer and everyday was an excuse, oh he is out of office, there is a corporate meeting, he will give you a call, a week went by and no word from ***** the loan officer from Ryan Homes. Till this day, we havent had a single conversation with the loan officer.My Husband then went to a loan/mortgage company with our realtor, we got the pre-approval. We called the salesman of Ryan homes he said ok no problem, to later call us back and said, they cant take the pre-approval that we need to do another loan application with their approved loan companies. Which is totally fine if we had known that from the beginning. If they were transparent enough, if we had talked to the loan office from Ryan homes the moment he was reviewing our application we would of totally done that. So we said, absolutely not. WE are not going to get another hit in our credit, and clearly Ryan Homes loan officer is not willing to jump on a quick call and give us some sort of plan of action. Surprisingly enough, *****, the loan officer did have time to call our loan mortgage company (that gave us the pre-approval) to ask them why on earth they gave us a pre-approval letter. ***** was extremely unprofessional with our loan mortgage company. It is actually against the law to corner any buyer into doing a loan application and steering. Based on the ***** Laws and Regulations (Section 8, regulation ) I am a bit disappointed that it turned out to be this way. It makes me question it was happened because my husband is a man of ***** and I am a ******** women. At this point, I would not recommend Ryan Homes to anyone because of their unethical practices. This area is growing and they are plenty of other communities.

  Business Response

  Date: 03/03/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  We met with this customer in early February based on a referral.  The *****'s wanted to purchase a home from us in our ****** ******** community.  Through the underwriting process, we discovered that their credit scores and debt-to-income ratio did not meet NVR's minimum requirements for approval which prevented us from moving forward.  In addition, they would need to sell their current home in order to qualify.  We do not have a home to sell contingency program. 
  
  Our NVR Mortgage representative did have a conversation with the *****'s lender, who stated he got them approved by removing the wife.  However, the lender does not have a true conditional loan approval (the loan is not DU approved).  The lender can only provide us with a pre-approval letter.
  
  The Sales & Marketing Representative followed up with the *****s after the NVR Mortgage call and encouraged them to apply with our credit repair program.  The *****s were not happy with this outcome and cancelled their next scheduled appointment. 

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

• Initial Complaint

  Date:02/09/2023

  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 home September 2022. During our final walk through we noticed that there was water collecting in our property. It was noted on their paper as something that needed to be fixed. Since the. They have added more properties behind our house and our yard is full of water. According to them the property was graded correctly and there is no issues. They are claiming that someone is over watering in our street and that is the source of the problem. But if the lot was graded properly, the water would drain the correct way and not collect throughout our whole yard. We can enjoy our home the way we hoped for because they are not fixing it. I cant imagine how it will look during the rainy season.

  Business Response

  Date: 03/07/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  On Thursday, March 2nd, we installed drains on both sides of the home to help with the standing water.  Based on this information, we consider the matter to be closed.

• Initial Complaint

  Date:02/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home with Ryan Homes last Tuesday and have had one problem after another! There is a major problem with drains not working on the side of my house which is going to cause problems with the foundation. They don’t seem to interested in fixing it? Today I had someone go up in my attic to find a lizard! It got in some how so I’m sure there is something not sealed for it to get in the attic. They don’t seem to care about that either. I’ve had to have drywall fixed, tile work redone and the back sliding door is bowing on the bottom donit won’t close correctly so it needs to be replaced and the project manager wants to come look at it first? I’m sure I will have many more problems .. this is only one week since I’ve moved in.

  Business Response

  Date: 02/22/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Local management attempted to contact *************************** upon receipt of this complaint, per her request to be contacted by Ryan Homes.  We did not receive a response.  

  After speaking with our Production Team, they feel this letter is old and that the issues noted in the photos of both the lanai paint and stucco paint have already been resolved. Additionally, the attic was inspected to ensure it was sealed properly. The team found no abnormal deficiencies that would allow a reptile access to the attic.  In fact, the team offered to pay for pest removal.  ************************** did not respond to the offer. 

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

  Customer Answer

  Date: 02/27/2023

  [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:First of all I ended up in the hospital after I contacted the BBB.  I was not able to respond to Ryan Homes as I was hospitalised.  I called Ryan Homes the following Monday after I was discharged from the hospital and I wasn't able to get  in touch with them. I called again the next day and told Ryan  Homes why I did not get back to them right away.
  
  The inspection to see where the reptile came in was not done by a professional as of yet. The Operations manager did not inspect the entire roof to see where it could have came in.He used a ladder and never went up on the roof so that is not legit. I am waiting to have a professional come to inspect the villa properly to see where it came in. ******** did put traps up in the attic and haven’t caught anything yet so I’m thinking it must have gotten out somehow. Once it’s inspected correctly I’m sure they will see where the opening is and at that time I would like to have it fixed by somebody of my choice since they couldn’t do it correctly when building the villa. 
  
  As far as the lanai goes, Ryan Homes did not fix the problem. I hired someone to grind off the extra concrete that was just painted over by Ryan Homes. 
  
  The picture of the water laying next to the house was finally fixed after asking since Jan 3 rd when I closed on the villa. I’m thinking that is going to cause trouble with the foundation down the road  because I was told by my  neighbor that the water was  laying there since he moved in last sept. When they used the company to pull up the sod to fix the drain the workers never buried my my internet wire. They threw mulch over it. It needs to be buried the way it was before they ripped it out to fix the drain. 
  
  These issues with Ryan Homes are just a few of the many I have had. It took 3 plumbers to find out why my new dishwasher wasn’t getting water. The plumber who installed the disposal never removed the cap in the dishwasher which was causing the dishwasher not to get water. I was without a dishwasher almost 8 weeks. That is unacceptable. 
   
  Everyday there seems to be something new that comes up with this builder. 
  
  Sincerely, 
  
  **************************************

  Business Response

  Date: 03/08/2023

  Our Production Manager, *****************, was able to connect with *************************** after she was discharged from the hospital.  She communicated that she will be having her own contractor/exterminator inspect her attic and will provide results relating to any building opening deficiencies.  To note, **** did inspect her roof/soffit initially and did not identify any deficiencies.  He also offered to reimburse any costs associated with removing the lizard noted in the picture.
  
  Referencing the lanai, *************************** did hire her own contractor after rejecting our offer to address the lanai paint concerns.  At which point, she changed the color and material used on the lanai.
  
  Additionally, *************************** recently noted a crack in her stucco last week which she brought to our attention.  We have inspected and are scheduling a repair for a date/time based on her schedule.  She did not want us to repair this week due to family in town.  That said, we will provide further updates once the work has been scheduled and completed.

  Customer Answer

  Date: 03/15/2023

  [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 long crack in stucco hasn't been repaired as of yet. I did have family in town last week. ******************* told me he would not be available  this week other than Monday so I had told ******************* I would get back to him after I have my next surgery to come repair the stucco. 
  
  Regards,
  
  **************************************
  

• Initial Complaint

  Date:01/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm an **** Reservist on temporary active duty as of 01/03/23. Ryan Homes has a new development in Dumfries, VA. I saw on NVR (Doing Business as Ryan Homes (RH)) website move-in ready homes. I viewed the completed property, then signed the Purchase Agreement with a Settlement date of 01/03/23. The Senior Sales Representative (SSR) said that we could do a quick close before Christmas using my VA Loan. Because it was already finished, I wouldn't be able to select my own finishes. I was never told that permits were not approved nor that it was not a VA approved property by RH. I did my part by sending in the documentation required by the VA and requested funds. I continued to ask about the closing date. The SSR told me RH has up to 2 years to settle this contract even if the settlement date expired. I had to find a rental home for my family to move into so I could work. The loan officer and Underwriter began pressuring me to write a testimonial of why I wanted to live in a RH. She didn't like my statement and said that it's required by the ** when it's not, along with redundant requests. The letter of motivation was required to ensure investors were not buying the property, when there are 2 properties secured by investors using conventional loans. I was told that I would be required to occupy the property within 60 days using the VA loan. I would still be required for the rent and current mortgage. I asked for an addendum for a conventional loan, but was denied. I was continuously told that they didn't want investors buying property they had to make sure I moved in. Two investors purchases. I received a Default Lettee threatening retention of funds. I have no closing date, can't afford rent and 2 mortgages. I am requesting a total of $31,427 ($30,000 for Earnest Money Deposit, $650 for Credit Report/Appraisal, and $475 for Home Inspection) for costs directly related to securing the condo due to negligence/delays with RH and contract cancelation without any penalties.

  Business Response

  Date: 02/06/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  When the borrower started their contract with NVR, they stated that they intended to purchase this home as an Owner Occupant ** borrower, but then later told the SMR that it was going to be an investment property.  That said, the ** does not finance Investment Properties.  When we asked for additional documentation, the borrower would not provide it to us, leaving the contract to fall into default. 
  
  Based on this information, we will not be cancelling or returning hand money, and consider this matter to be closed.

  Customer Answer

  Date: 02/08/2023

  [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 notified NVR was awaiting ** approval of the building to give me the option to move forward or not to move forward before signing the Purchase Agreement. NVR saw and still sees me as a number to reach their goal to obtain veterans using ** Loans to occupy the building only. ******** ******* building approval was not approved when the Purchase Agreement was signed on 11/18/2022. NVR did not apply for building approval until 01/03/23. The Condo Review was not completed until 01/09/2023. NVR continued to operate unethically, by knowingly pursuing the contract without VA approval. Per the Page Four (4), titled "Pre-Sale Certification" within the Condo Approval Submission, signed by *******************************, Vice-President and Builder/Developer for Ryan Homes, signed 01/16/2023, is used to document... "the required agency minimum presale requirements of 30% for FHA, 50% for Conventional, and 70% for VA." Ryan Homes' intent is to lock military and veterans into the homes by any means necessary, to include unethical business practices, such as their actions with me. At the time I signed the Purchase Agreement, there was no intent for NVR to close the contract by the dated Purchase Agreement of 01/03/2023. As stated by their Loan Underwriter, ***********************,*****************************, ***********************************, NVR had an internal date to close as mid-February. 
      After learning NVR did not have VA approval, I asked about switching to a conventional loan in an attempt to close sooner. I was denied. No addendum was initiated or completed to the Purchase Agreement from NVR to change the loan type. Per the NVR, Inc. Purchase Agreement, Item Number Five (5): "5. No Contingencies. Unless otherwise provided by addendum attached hereto, this Agreement in no way is contingent upon the sale, rental, settlement or other disposition of any other property You own. 

     Furthermore, ***************************, Loan Officer with NVR Mortgage and *********************** continued to ask for information that is irrelevant to a VA Loan. She tried to make me write a testimonial/Letter of Motivation (See attached email). I submitted a letter on 01/10/2023, they declined my letter. Because I did not have a closing date, I decided to get a knowledgeable lender. I notified *************************, Ryan Homes Division Sales Manager, Washington Area ******* Division, via email on 01/24/2023, in which he acknowledged and accepted. I received an email from ******************* on 02/03/2023, notify of the change in personnel with Ryan Homes. At this time also, the paid ** Appraisal had not been ordered. This action and responsibility of NVR continues to prolong the closing process. This is not a sign of me failing to do anything on my end to put this Purchase Agreement in Default; therefore, I am rejecting NVR's statement and request for documentation to substantiate the accusation and statement made. If it cannot be provided, I am requesting to continue with my initial request of a full refund and contract cancellation.

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

  Business Response

  Date: 03/02/2023

  We have agreed in writing (via email) to the customer that we would cancel the contract and return her EMD in full.
  

  
  Based on this information, we consider the matter closed.

  Customer Answer

  Date: 03/27/2023

  [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:
  
  
  
  --------- Forwarded message ---------
  From: *** <*********@*****.com>
  Date: Sat, Mar 25, 2023 at 8:15 PM
  Subject: complaint #********
  To: <[email protected]>, <[email protected]>
  
  

  I am unable to respond directly to the message in your portal.

  
  

  The complaint was not mutually resolved. NVR and I did not mutually cancel the contract. NVR refused to provide response to me when I attempted to continue with closing the contract. I received a letter from NVR's attorney stating that the company would not be closing on the condo. A partial refund was issued once the Office of the Attorney General got involved.

  
  
  Regards,
  
  
  
  **** ***** 
  

  Business Response

  Date: 03/28/2023

  --------- Forwarded message ---------
  From: ***** ** ****** <***@*******.com>
  Date: Tue, Mar 28, 2023 at 10:55 AM
  Subject: Complaint #******** - **** *****
  To: [email protected] <[email protected]>
  Cc: ******** ****** <********@nvrinc.com>, ******* (******), ******** <********@nvrinc.com>
  
  
  

  In *** *****’s complaint to the BBB, she requested that the contract for the purchase of the home be cancelled and that NVR issue a refund of the Earnest Money Deposit plus reimbursement for a credit report/appraisal and the home inspection.  *** ***** made the same demand in her complaint filed with the Virginia Attorney General’s Office.  On February 27, 2023, NVR initiated an EFT to refund the Earnest Money Deposit of $30,000 and we have confirmed that this amount was deposited into *** *****’s account.  On March 2, 2023, a corporate check was sent via US Mail in the amount of $1,125.00.  *** ***** has not yet cashed that check. The contract has been terminated. 

   Since NVR has taken the actions that *** ***** demanded in her complaint, we do not understand her rejection of NVR’s response. The Attorney General’s office has said that they will close their file upon the payment of the requested funds and we are awaiting written confirmation that they have closed their investigation.  We would hope that the BBB would do the same.

   

  *****

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

  Paralegal

  *** **** Law Firm P.C.

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

  Suite ***

  McLean, Virginia *****

  Customer Answer

  Date: 03/29/2023

  [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 I have I have not received the aforementioned check from NVR. Please provide the tracking number for the mail. Two (2) EFT have been received. Awaiting check before complaint is closed out.
  
  
  Regards,
  
  
  
  **** ***** 
  

  Business Response

  Date: 04/10/2023

  The check was delivered to *** ***** on Monday, April 3rd.  Please see attachments for proof of delivery.

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

• Initial Complaint

  Date:01/27/2023

  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 currently in the process of building a home (starting in November 2022) and looking at NVR Mortgage (who partners with **** Homes) for the loan. Throughout the process, closing costs seem to just keep being added and added. We’re supposed to be getting an over $15,000 sellers credit for using NVR mortgage through **** homes, however, it doesn’t even cover closing costs anymore! They also claim to be giving us a lower rate, however, all they did was put more money on the closing costs to buy down the rate and acted like it was a deal. Oh, and if I’m not mistaken, NVR Inc owns NVR mortgage and **** Homes so the sellers credit literally does nothing except pad the bottom line for both companies so they can fluff up closing costs through subsidization from their sister company. Update: 1/27/23 @5:44pm supervisor confirmed everything above is true and that they’re not going to do anything about it. So don’t take the bait on these guys when they offer you a sellers credit! There is literally no reason to use these people to service your mortgage. It has completely ruined our first home buying experience and may cause us to mess with our timeline now.

  Business Response

  Date: 02/07/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  The NVR Mortgage Branch Manager spoke with ***************************** on both Friday, 1/27/23,and Saturday, 1/28/23, regarding his experience and concerns.  ******* stated he was unhappy that rates had gone down since he originally locked back on 10/31/22 and requested to do a relock.  Unfortunately, once an interest rate has been locked in by a customer, the rate cannot be changed.  ******* was provided a loan estimate on 11/1/22, after his rate lock, which he and ******* both signed.

  Closing costs did increase because the customers wanted to buy their interest rate down in order to lower their monthly payment.

  Resolution:
   - Customers agreed to lower rate down to 5.99%.  That said, we were able to offer a 1% of loan amount concession, which made total closing costs, after the **** Homes seller credit, around $2,000.
   - Customers were provided a new loan estimate on 1/30/23.  ******* signed the loan estimated 2/2/23, and ******* signed it 2/3/23.

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

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the home in September of 2019 from **** Homes. The upstairs floor was exposed to rain for 3 weeks straight ( ******* rainy season) due to the roof not being installed when the house built (photos can be provided upon request). The project manager over seeing the construction of my house stated the floor boards are WATERPROOF and to not worry about the boards buckling. After completing the construction of the home, that floor has buckled in multiple spots in which the builder had to rip up the carpet and use a plainer to shave the joints down (photos available). New carpet was installed and the problems continued a few months later, during the beginning of Covid. I was asked to have patients, while this issue became worse, along with others (too many to mention). They have had to regrade/ re-sod my yard twice and another on the way. My floors upstairs sound like popcorn in a microwave when walking around. My upstairs ceiling in different areas is continually separating from the wall leaving visible gaps some 3 ft along the seam and about 5/8inch open. They then brought the original framing crew in to brace those parts of the ceiling (9/2023), again, that failed leaving the ceiling to continue to separate from the wall at the seams. I was informed today 1/23/23 from ****************** staff **** HOME WILL NO LONGER FIX THE INSIDE OF THE RESIDENCE BUT WILL CONTINUE TO FIX THE OUTSIDE PROBLEMS (adding gutters to the home and regrading the property AGAIN (third time). I have contacted legal counsel, and have provided texts, emails and pictures to substantiate my complaints. This is unacceptable for any home buyer to go through this. The man mentioned above has put several people in charge of the issues with my home, in which they are always replaced, fired or quit. I will admit they have fix some of the minor issues but still have not fixed the major issues. Again, I can provide proof of emails, text messages, voicemails and photographs.

  Business Response

  Date: 02/14/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  We have scheduled a meeting with Mr. ****** at the his home on Saturday, February 25th at 1pm to review the claims made in this complaint.  This meeting will include the local Warranty Manager, the ******* Regional Production Manager, and a representative from ******** and Engineering.  We will provide further updates after the meeting has taken place.

   

  Business Response

  Date: 02/17/2023

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

  
  
  

  Good Morning,

   

  I wanted to provide an update related to the dispute submitted by ***************** (Complaint ID #*********. 

   

  On Wednesday, February 15, 2023, the NVR ******* Regional Production Manager (RPM) and a representative from ********* performed an extensive inspection of Mr. ******* home.  There is presently no evidence of an observable structural issue in Mr. ******* home.  However, we did determine that the crack in the master bedroom ceiling is being caused by an excessive gap between the wall and ceiling joint that was filled with ceiling joint compound.  **** Homes has agreed to repair this area.  There were two other items (squeaking 2^nd floor and wet side yard) that we have also agreed to further investigate.  Finally, there is no recurring roof leak.     

   

  Based on the assessment made by our RPM and the A-1 Truss representative, there is no structural issue.  That said, we consider this matter to be closed.

   

  Regards,

   

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

  NVR, **** | Customer Experience Specialist

• Initial Complaint

  Date:01/17/2023

  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.

  I built this home from the ground up about now... 3 years. This past December 2022 when the weather became very brittle, my furnace went out. We initially connected the issue to a wiring problem. When the tech opened the furnace he was wetness and water/ condensation and rust. That indicated that the furnace was freezing or pipes leaking etc. We then began to look for the HVAC approval inspection forms... there were NONE. Please see the specific notes from the tech. I have attached his full report. The wiring issue was resolved... however the functionality of the furnace and the install the lack of venting that the furnace needs is a BUILDER ISSUE. The furnace would operate correctly if it has been INSTALLED CORRECTLY. This furnace is upstairs in a loft room and has no venting area that would allow the furnace to NOT FREEZE or OVER HEAT etc. I called **** Homes/ NVR and they told me that the furnace has a two year warranty... that warranty is only VALID if the furnace is installed as directed by the manufacturer/builder and that here is not the case. I want this furnace replaced and a new one installed and the proper inspection completed and the proper venting done to prevent this issue from coming up again. BENTLY HEATING AND AIR REPORT: DECEMBER 2022. ...."In further inspection tech found furnace has been leaking condensation for what appears to be quite a while.. The condensation from high efficiency furnaces must be in a ventilated area and avoid ambient temperature weather, unfortunately this is not the case, causing internal parts of the furnace to freeze and parts to crack once frozen. Tech looked around and found final inspection slips for plumbing, electric, and structural, but nothing for the hvac to be passed"

  Business Response

  Date: 02/08/2023

  Good Afternoon,
  
  Thank you for bringing this matter to our attention. The warranty team sent out the original HVAC vendors to inspect the homeowners concerns. Upon further review they found an issue with the condensation line with where it runs and terminates. On February 7th the HVAC vendor replaced a coil in the furnace and extended the heat tape to where it terminates.  All necessary repairs have been completed, based on this information we consider this matter to be closed.

  Best regards,