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

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  NVR, Inc

  995 Old Eagle School Rd Wayne, PA 19087-1709

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

• Initial Complaint

  Date:01/11/2023

  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.

  Ryan Homes sale practices are in question in this complaint. We were concerned about the supply chain issues that everyone was having, and the salesperson said “Ryan Homes does not have supply chain issues because we buy all of our supplies in advance.” LIE: Our home delivery was delayed well over four months and they used the excuse of supply chain issues. We wanted to lock in our interest rates early because the increasing rates. The sales person told us that “NVR will offer you a rate lock for free once approved “ LIE: the rate lock was not free. The “free” part was that it could be added to the closing costs. In addition, the lock in rate was only good for six months from the delivery date which no one told us. This cost us almost a 2% increase in rate. Which now ultimately cost us thousands of dollars more. I also sent multiple emails requesting to be contacted by a director, SVP, or anyone that was in charge. Not one senior person ever reached out to me! The salesperson blamed the war in Ukraine for the delay of our home delivery. When we signed the contract, we were very clear that we needed delivery in Aug. We signed in Feb '22, and immediately, the delivery date started to get pushed. When she told us in Aug '22 that the delay in delivery was due to a mechanical part (that was supposed to have already been delivered in Nov '21 from Ukraine). She ALREADY knew the home could not be delivered in Aug at the time of signing. We kept asking for a delivery date because of our lease extensions. Her response to us was “Well you would be paying rent anyway so it evens out”. It’s not just the rent. We had to extend two leases to a very pricey short term rate. We moved things to storage. Trucks, boxes, movers, etc all cost $. PLEASE stop using this line. It is out of touch, rude and just plain ignorant. We did ask for financial compensation and they offered us very little. Yet online, they were offering to pay full closing costs for new buyers.

  Customer Answer

  Date: 01/26/2023

  We are looking for some executive or senior person to explain to us all why the deception and sales practices. *******, the sales person, would not give us a straight answer and by the end just stop responding. We requested multiple times to speak to somone above her and we do not believe she delivered our message. We would like to have a conversation with her superior. 
  We would like to see some financial compensation as we spent a lot of money on monthly rent extensions, storage units, truck rentals, hotels, mileage, etc. We originally asked for all closing cost paid for as that was what they were offering new buyers to recoup our cost. 
  Also, we also posted the same review on their ****** reviews and Ryan homes some how took it down. I think that is extremely unethical. 

  Business Response

  Date: 02/10/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Using the provided contact details, we were unable to locate any history of this consumer in our records.  After completing a ****** search query, we found the consumer to have multiple aliases and phone numbers.  We searched our files using the additional contact information and were still unable to locate any history of the consumer. 

  To ensure ************ is contacted by the appropriate party, please provide the name/address of the location where her experience occurred and full names of associated employees.

  Customer Answer

  Date: 02/14/2023

  **************** in Herndon, Va.. The Salesrep is ************************** 

  Business Response

  Date: 03/03/2023

  Good Morning,

  Thank you for bringing this concern to our attention.  There were roughly over 40 customers that were impacted by the supply chain issue that *** **** is referring to.  This was indeed due to the war and Ukraine due to a part that is only manufactured in two places in the world.  The electrical part that we couldn't get is called a switch gear.  The Division Manager confirmed that when *** **** wrote her contract, they were not aware of the issues with the switch gears.  That said, *** **** has already closed on her home and we have provided her with some extra concessions due to the delay.
  Based on this information, we will not be taking any further action and consider this matter to be closed. 

  Customer Answer

  Date: 03/08/2023

  [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:
  

  Though the response addresses the delayed, which I question the company's integrity on blaming a war instead of finding an alternative solution, they still have not address the sales practices, lack of follow up, and ignoring requests. Ryan homes sales practice is in question  

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

• Initial Complaint

  Date:01/05/2023

  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 bought a brand new house from **** homes and I have a one year warranty my heat shutting off by itself I reach out to them because I have no heat and they never responded back to it as an emergency since the temperature here is 36 degrees and this is consider as an emergency I think since I bought the house and I already stuck with the mortgage and I cant go back in this deal and I been promised that I have a one year of warranty so Im safe so now after 10 months they not replying to my emails or messages

  Business Response

  Date: 01/16/2023

  This individual is not a customer of *** ********************** (f/k/a *************** Builders).  *** Homes is unaffiliated with **** Homes. 

  Business Response

  Date: 01/31/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  The warranty supervisor, ******, contacted ************************ to review the claims made in this complaint and apologized for the delay in response.  ****** and the warranty team completed the walk for the one-time drywall inspection on Monday, 1/30, and have scheduled the remaining items on February 13th and 14th.

  Moving forward, the homeowner has been instructed how to properly submit warranty requests through Customer Care.  ****** advised ************************ that reporting warranty items though Customer Care is best practice so that if for any reason he is unavailable, all concerns will be properly documented in the home file.

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

  Customer Answer

  Date: 01/31/2023

  [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:
  My main concern was the heat was down during the winter storm it was 40 degrees below zero and the project manager were in vacation and even after I contacted the warranty team it takes 3 day for electrician to come to fix the issue 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Overall my complaint is about the quality of my home build. We moved in on 12/10/2022 And had nothing but problems with the homes cracked drywall that was repaired and cracked again. What is annoying is that when I called the warranty dept they advised me to actually reach out to their vendor like it was my job not theirs. Also I am good with suggestions about why my home is cracking but blaming me using my heat in a major arctic event nationwide somewhat offended me a lot. Overall I am not happy at all with the way the home quality or by the unprofessional way they handle my requests. The team they send to fix things are great and work hard, but it is not their fault Ryan homes used subpar contractors and terrible materials on my home. I don't want an apology or a lot of promises just want my home to feel like a new home not a renovated diy house I did myself. That is why I am complaining to BBB because I really feel like the services I have received concerns me because it was all great until close and now I feel like I am not so important.

  Business Response

  Date: 01/23/2023

  Hello,

  Thank you for bringing this matter to our attention.  The warranty team met with the customer to review the claims made in this complaint and apologized for the negative customer experience. 

  At this time, we have completed all outstanding items, with the exception of a grading concern.  That said, we have agreed to install a French drain on the property to help with water drainage.  This is scheduled to be completed on Monday, January 30th.

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

  Customer Answer

  Date: 01/24/2023

  [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:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03-01-2022 we entered into a contract with Ryan Homes on a new build in ****** *** development in South Carolina estimated to be completed 10-15-2022. Our deposit was approximately $59,000 (Fifty-nine thousand dollars). After numerous delays and material issues the home was nearing completion mid December this year. On Sunday 12-11-2022 we visited the property to check on the progress of some of the deficiencies we alerted to the current project manager. Inside the attic above where our 4 year old daughters bedroom was to be we heard a bubbling sound coming from the new HVAC unit. Water was actively splashing out of the emergency pan and onto the surrounding wood and insulation. I photographed and videoed the incident and immediately notified both the PM and sales agent via phone text message and email so that they could prevent further damage. Our daughter has diagnosed asthma which can be severe at times. We have had to rush her to the emergency room on several occasions for breathing difficulty which was attributed to mold found in our previous residence. After an emotional conversation we agreed we were not willing take a chance of having mold in a brand new home due to water coming from a brand new but faulty HVAC unit. Ryan homes was notified of our decision. Several conversations took place between Ryan Homes reps and ourselves. They promised to fix the problem, had an HVAC company out to look at the unit and stated they had the area tested for moisture which was now in the normal range. We explained that despite those fixes we were too afraid to continue with the home. We signed the mutual release and Ryan Homes/NVR kept the entire $59,000. They did not even offer a partial refund. A company that made almost 9 billion in revenue in 2021 did not even offer to give us something back so that we could continue our home search. Any parent who has experienced a child that cant breath being rushed to an ER would walk away from this purchase.

  Business Response

  Date: 01/05/2023

  Good Afternoon,
  
  Thank you for bringing this matter to our attention. On Sunday, December 1st ************** alerted the Senior Project Manager of the concern with the HVAC unit. Our employee went out that same to the home, at 2PM to assess the situation. He cleaned the area and deployed fans to dry any moister. The following day, December 12, we had the original HVAC vendor asses the unit for and systems for any default. They found a manufacturer defect in a coil and the coil was replaced. That same day our Production Manager visited the property and inspected the area. In good faith he ordered a third party, ********, assessment of the area to addressed continued concerns with potential moisture, despite the repair that was completed on December 15th. The ******** inspection report generated the following day, is attached. The report states no visible microbial growth found nor were there any elevated levels of moisture reported.
  
  On December 15 *** ***** wrote an email directly to Ryan Homes (see attached) that stated he was unwilling to move forward to closing. Per the email it states; “we have changed our minds and accept the remedy of losing our deposit”. The follow day a mutual release terminating the contract and releasing the deposit as damages for unwillingness to close was signed.
  
  Based on this information NVR will not be returning the deposit and consider this matter to be closed as we offered a number of opportunities to walk the home, help them understand that the issue was fixed (the defected coil), and any concerns of mold were alleviated.
  

  Best,

• Initial Complaint

  Date:12/16/2022

  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 new home from NV Homes and upgraded my carpet/padding for $2500. However, the quality of carpet and padding are absolutely terrible and I’ve had issues with both including the installation. I am requesting a refund of $2500 from the builder. I have been given the run around for past several months and going back and forth between ********* flooring which the NV team referred me to but after several months of dealing with *********, I’m told the builder has to give me my refund as I paid the builder. Now, the NV team is refusing to give me my refund. They say nothing is wrong but there are defects in both my carpet and padding and installation. The carpet has holes and barely any fibers and when you walk on it, it’s like you’re walking on sharp hard plastic (the bottom part of the carpet). My padding had bubbled up and they just sent people to cut it out and stretch the thin padding and staple it (their way of fixing things). There is sharp nails sticking out from my carpet and I cut and hurt my foot badly by stepping on it. They have come and wasted my time and I had to take time off from work and lose income for them to come and keep cutting pieces of my padding and check the carpet and just tell me everything is fine. EVERYTHING IS NOT FINE. They easily take your money but then when you have issues it’s been nothing but stress and more loss of income to fight with them for your rights. They even messed up my freshly new stained stairs while sending their people to get “sampling” of pad. I’ve had several more issues with NV homes so if they would like me to list all of them then I can.

  Business Response

  Date: 01/12/2023

  Hello,

  Thank you for bringing this matter to our attention.  The Warranty Department had the manufacturer (****) and the carpet installation company (*********) inspect *** *****’s carpet together and they had no concerns with either the carpet or the installation. 
  There was also a concern with the padding, so we agreed to have a 3rd party carpet company inspect the carpet product and installation.  That said, the Warranty Department is currently looking for qualified inspector in the surrounding area that may be willing to travel to our market to complete the inspection. 
  Until then, this dispute will remain open under review.

• Initial Complaint

  Date:12/15/2022

  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.

  Myself and a co applicant signed a purchase agreement with **** homes in Oct. We used NVR as a lender. We also went to our personal bank, and was denied. We provided all the documents needed to NVR and did what we was required to do. We was told that we was denied with NVR in NOV. it was stated i the contract that if we couldn't get approved within 45 days we will be refunded after signing a release. We are now in DEC and no one has contacted us about anything. They keep pushing us to do things we cant do and not up holding their end of the purchase agreement.

  Business Response

  Date: 01/03/2023

  Good Morning,

  Thank you for bringing this matter to our attention. This contract was cancelled at the end of December. A mutual release has been sent, and the division will be returning the hard money. Based on this information we consider this matter to be closed. 

  Best,

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a new home built in January of 2020 by Ryan Homes in The *******@*********. Our pipes froze last year 2021 and when they came out to fix them, they realized they forgot to build the bulkhead in the garage when they built the house. A crew came out to put in the bulkhead and then repair the holes they used to look down into the pipes, but they never finished the job and had said they would let their contact know to send someone out to complete it. They actually ordered the back piece for the vanity and it is still sitting in my garage. Reached out to the warranty contact ***** multiple times via text/email/etc. with no luck, as no one came back. Called the warranty line within the last few months several times to get someone to come out and finish the work. Kept getting told someone would call and no one ever called. I just would like them to come out and finish the work.

  Business Response

  Date: 01/12/2023

  Hello,

  Thank you for bringing this matter to our attention.  The Warranty Manager met ************ at his home Wednesday 1/4/2023 to determine a plan of action to complete the necessary work which has been scheduled for 1/18/23.  The Warranty Manager will oversee the service that day to ensure its completed and ************ is satisfied with this course of action.

  Upon completion of this work, we consider the matter to be resolved. 

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been without the use of one of my bathrooms in my newly purchased home (closed March 2022) for two months. We had Ryan Homes replace the tile in our bathroom due to poor craftmanship (tile/grout not matching and cracking), in doing so the toilet had to be removed. They placed the toilet on a towel in my bathtub, which I understand is common practice, no big deal. Unfortunately, the weight of the toilet cracked the bathtub. Ryan Homes agreed to replace the tub. Due to supply shortages (not their fault) it took two weeks for a tub to arrive. In preparation of the tub arriving, they removed the old tub and toilet the week prior. In doing so, the contractors gouged my walls in multiple places. Upon inspection, they ordered the wrong tub and would have to wait another two weeks. When the second tub arrived, it too was the wrong one. When the third tub they ordered arrived, they broke the drainpipe while trying to install it. The handyman employed by Ryan Homes tried his best, but it was beyond his capability. A plumber had to be brought in to fix the broken drainpipe. Then the fourth and final tub and surround was ordered and put in the following week. Throughout this process they used a screw too long drilling into the bathroom wall which protruded into my son’s bedroom. The repair of the wall damages from the screw, gouge from removing the old tub and various ‘nail pops’ in the bathroom have been subpar at best. Holes in the wall were just mudded and painted over without taking the time to sand/blend before painting. Nail pops were just mudded over without nailing them back in or using screws to secure them. I am sure the nail will pop out again at some point and they should have been done to industry standards/best practices. I am proposing that Ryan Homes find licensed contractors in each field/specialty not employed by them to repair and restore my bathroom at their cost.

  Business Response

  Date: 11/29/2022

  Good Afternoon, 

  Thank you for bringing this concern to our attention.  The Warranty Manager, Brandon, spoke with *************** today via phone to get the balance of her concerns.  During the call, she explained to ******* that both the tub and the drywall have been repaired.  However, there are a few spots on the drywall that she is not happy with.   Brandon offered to visit the home and review her concerns in person; *************** declined his offer, stating she did not want any work done in the home at this time.  *************** advised she prefers to have a home inspection completed by a third party assessor and she will send us a copy of the inspection report if any items need attention. 

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

• Initial Complaint

  Date:11/07/2022

  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.

  9/6/22 made a deposit in the amount of $5000.00 to Title ******** to purchase a Ryan home in Sicklerville, NJ. Sold my home in Philadelphia to move in a better environment. Me and my daughter went to the homes that were being built in Sicklerville, NJ by Ryan Homes. Tour the home we liked it. The sales rep Hannah S****** took my information but then let me know my income didn't qualify and did I have co-signer. So I said yes my daughter because she lives with and we share expenses. So we were approved with both of our income. So my daughter knew she had to let her lawyer know that if she move give the change of address because of the custody of her son. When contacting her lawyer, she was told she will not be able to move out of state with her son until going to court for the matter, the lawyer also said it's a long process. So I contact Hannah on 10/23, she said she'll have the sales manager Jason contact me. I spoke with Jason he replied purchase the house and then sale it or just lose your deposit. I contact Hannah back and she replied to contact the loan officer Jennifer P**** to take my daughter off the contract and work up the numbers with just me. Jennifer removed my daughter off the contract. Jennifer sent me two emails put 50k down and payment would be 2500 not including HOA, I replied back that I couldn't put 50k down, the other email stated put 38k but did not give the monthly amount, I also remind her that my income bring home is $3,300.00 a month. Jennifer never reply to my email. The reason for my complaint is sense we couldn't move to NJ because of the court order, could we use the 5k to purchase a ryan home in PA? which I was told I lose my money. So they want me to purchase the house, don't care how I make the monthly payments because my daughter has been removed off the contract. I just want to use the 5k to purchase one in pa and they send it to whatever title company pa use or just refund me.

  Business Response

  Date: 11/22/2022

  Good Morning,

  Thank you for brining this concern to our attention.  Given the buyer's situation, the Division Manager decided to cancel the contract and refund the $5,000.00 deposit.  The Mutual Release was signed by both parties on Thursday, November 17, 2022, attached. 

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

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 25 2022 I ************************* provided a check in the amount of $500.00 to purchase a home. Do to my wife medical conditions we decided to stop the process. I have contacted the sales team in Elizabeth City NC and the Virginia Beach VA location to retrieve my refund of the check. I have received no calls from anyone. Sean ******* O' ***** was the Mortgage Loan Officer who can be reached at ###-###-#### or *** *** ****. Please investigate why I can't reach a Supervisor to retrieve my refund for $500.00

  Business Response

  Date: 11/07/2022

  Good Afternoon,

  Thank you for bringing this matter to our attention.  The Sales Manager spoke with ************** today and was provided verbal confirmation the customer received his Earnest Money Deposit Refund of $500 in the mail on Monday, November 7th.

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