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:10/25/2022

  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 closed on our Ryan home on October 6th, 2022 and were given the keys to our new home that day. We were told *************** was our areas cable/internet service provider. Unbeknownst to ourselves, and the lack of communication Ryan Homes has such provided, our area of the community is not currently serviceable due to the fact they never scheduled to have the necessary steps set for our home or the set of homes adjacent to us, serviceable. ******* has confirmed this. Next we were told by agents of Ryan Homes that ******* was set to have a “big construction project” to make our area serviceable by last Friday October 21st, 2022 (two weeks following move in) and were told we would be updated in the process. Now after reaching out to another Ryan Homes agent today Tuesday October 25th, we are now being told they hope to have us internet/cable services by November 11th (5+ weeks following move in). My wife works from home and has had to take time off from work due until this is settled. We believe internet access is a necessity and felt that our quality of living and our concerns are unregarded. Our home was not move in ready as promised, and has made what was initially exciting, downright miserable.

  Business Response

  Date: 11/11/2022

  Hello,

  Thank you for bringing this matter to our attention.  ******* has completed the repairs on their main lines and has agreed to schedule our customers who have been waiting on their internet and cable Thursday, 11/10, and Friday, 11/11.  The Sales Manager, ****, spoke with ******************* this week and provided her with a local phone number to call and schedule directly with *******.  

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

• Initial Complaint

  Date:10/25/2022

  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.

  My home was built by Ryan home in October 2021, I closed on the home March of 2022. A few weeks after closing walls started to crack in the basement, bedrooms, and living area. They have come out Mutiple times just to say that this is normal and did some repairs. The main living room you can start to see the seams down the whole main wall, and it looks like a zebra. The finished basement has cracks across the whole ceiling and also going down the walls. The bedroom has a massive leak in the ceiling and water came pouring in. I was told by the contactor that fixed it that the bathroom vent was not sealed correctly. The kitchen cabinets had a big space between them and the wall. The kitchen has multiple cracks in the walls. The upstairs and the stairwells are cracked. The water pump needed to be replaced in the basement as it started to leak everywhere. I was dropped off a 10-gallon paint bucket as there were numerous spots in the house that were not even painted. Ryan homes came out to my house and said that I will need 5 to 7 days of drywall repair and that I will need to wait until the end of the 1st year as they repair it only once. The craftsmanship of this house is horrible, and it shows. This form does have enough characters to explain everything that is wrong. Another issue is that the contractors do not clean up after them self and leave the street blanket with debris. There are nails, stables, and various medical objects everywhere. Marty M**** has paid for 5 tire replacements for me. I will include some pictures and if you need more let me know as I have documented this whole process. I have 50+ more photos could not upload. I would like to get this resolved before I need to take legal action.

  Business Response

  Date: 11/11/2022

  Hello,

  Thank you for bringing this matter to our attention.  The local Warranty Manager, ****, has contacted ****************** to review the claims made in this complaint.  After apologizing for not meeting his expectations, we now have an action plan in place and will continue to work with the customer to get his issues resolved in a timely manner.  Per ****************** email to ****, attached, he has agreed to wait to address the drywall cracks throughout the home until February 2023.

  In relation to the community debris, there are current homeowners (some of Ryan’s as well as other non-Ryan homeowners) within the community that are actively having work done to their houses (i.e. installing fences, decks and patios).  The division does have a vendor that sweeps the streets bi-weekly (invoice attached) and will also schedule additional sweeps, if deemed necessary.  That said, we cannot be held responsible for construction debris left from vendors not affiliated with Ryan Homes.

  Based on the information provided, we consider this matter closed.

• Initial Complaint

  Date:10/14/2022

  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 May 8, 2022 I signed a contract with Ryan homes for the building of a new home in Fuquay-Varina, NC. I transferred $44,000 to their lender as a deposit. However, since that time I have been fighting with foundation issues; one of which was corrected and another that is ongoing. It was hidden from the home inspector but has since reappeared. As the ground hardens throughout the winter, the issue will continue to worsen. NVR/Ryan Homes is only concerned with their timeline and bottom dollar, with total disregard to providing a sound and safe structure for its consumers. I have attached the letter that was sent to NVR/Ryan Homes, which shows my patience in working with them throughout the project. The first structural issue was addressed after much push back from me, however, the second one has a far more detrimental effect on both my health and safety. As you can see from the pictures, the patch work doesn't work, and the foundation has separate before the house has been completed. Also, I have a heighten fear that there are other hidden problems that NVR/Ryan Homes may have patched up and may not reveal itself until much later. I paid for a professional builder who claims to provide quality structures that are made to stand for years to come. It is a false representation of the product that they are trying to sale me. Therefore, I would like to terminate the contract with cause and receive a refund of my $44,000 deposit.

  Business Response

  Date: 10/26/2022

  Good Afternoon, 

  Thank you for bringing this matter to our attention.  The Division Manager has contacted ****************** to review our position on the claims made in this complaint and has committed to having an engineer complete a full inspection on the entirety of the slab foundation so that she has the peace of mind that her foundation is sound.  Please see below for the specific actions we will take addressing the four concerns provided in her letter:
  
  1.  Changing LVP flooring after contract:  This occurred due to a supply constraint with the customers original selection.  We have replaced her original selection with a substantially similar product.  The customer has signed a Change Order documenting this change.  No further action to be taken.
  
  2.  Honeycombing on the foundation:  The corner of the home experienced minor honeycombing, likely associated with the lack of concrete consolidation at original placement.  We had an engineer come out and evaluate the condition and provide us with a prescribed method for repair, attached.  We will complete the repair per the engineer's recommendation and also have the engineer inspect the repair after completion and provide us with a letter that the repair has been completed correctly.
  
  3.  Crack in the side of slab:  There is a crack in the side of the slab that appears to have been caused by an anchor bolt being placed too close to the edge of the concrete.  We had an engineer come out and evaluate the condition and provide us with a prescribed method for repair, attached.  We will complete the repair per the engineer's recommendation and also have the engineer inspect the repair after completion and provide us with a letter that the repair has been completed correctly.
  
  4.  Price drop concerns:  The customer is concerned with the recent market adjustment and is upset the home was purchased at a higher point in the market cycle.  We will not be adjusting the price at this point in time.  If we have an appraisal issue down the road, this is something we may consider given the results of the appraisal.
  
  Based on this information, and our actions moving forward, we will not be terminating this contract or refunding the earnest money.

  Customer Answer

  Date: 10/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Ryan Homes continue to tell customers that all cement cracks, however, as you can see from the pictures this was a significant separation in the foundation.  They had to dig much deeper down into the foundation to correct the problem.  I cannot foresee the additional problems that I will have with this home.  However, the fact that Ryan Homes knowing covered over a major problem in order to pass inspection, is a major concern.  It demonstrates that Ryan Homes is fully aware of the unsafe environmental and structural problems in their product.  They refuse to fix them without the consumer complaining to outside agency like the BBB.  Buyers need to be aware of the unscrupulous business practices.  They have done this at ****** ****** in Ocean City and in Spotsyania County in Fredricksburg, VA.  I need to now go through the home after the installation of other items as it is clear that these are not skilled construction teams that they are using. I will no longer allow them to deceive me into thinking that their many years of experience constitutes experience in building instead they have become experienced in deceiving customers and finding loop holes in the law.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my house in 2021 thinking that there would be a pool and an amenity center as advertised. Year and half later, no pool no amenity center. It is false advertisement on Ryan  Homes part if they haven't delivered in a reasonable amount of time. Furthermore, the families in this community are upset that they are continuing to build more homes but not finishing what they started (pool and amenity center) Quite frankly, the developers are too greedy with building and not following up on their customer service.

  Business Response

  Date: 10/24/2022

  Hello,

  Thank you for bringing this matter to our attention.  The development group is in the final round of approvals to acquire the required permits for vertical construction of the amenity center to begin.  The preliminary grading work is complete, the clubhouse and pool contractor contracts have been awarded and both are ready to begin immediately.
  
  The overall approval process has primarily been delayed due to administrative constraints within the county and sewer capacity allocation/approval with the state.  In our most recent response letter to the county, we have addressed their final rounds of comments.  Per the developer (***********************), they are fully funded and plan to begin vertical construction upon final approval from the local municipality. 

  Based on this information we consider this matter to be closed, as the ***** **** amenity project is in its final approval stage awaiting the local municipality. 

• Initial Complaint

  Date:10/06/2022

  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.

  On July 24, 2022, my Wife and I entered into a purchase agreement with **** ***** - ******* ***, Lewes, DE as our primary home. **** ***** offered a guaranteed fixed interest rate, 4.99% using NVR Mortgage. We voiced our concerns to ******** ********* (Sales Rep) we might not qualify for a mortgage since I was self-employed. She assured us that **** ***** will refund the deposit if not approved. She said in her 4 years with **** *****, builder never kept the deposit. She made us feel **** ***** was an ethical and honest company. I got rejected from NVR Mortgage and asked ******** to cancel the contract through the mortgage contigency. She said her manager (**** *********) will not refund the deposit unless we apply with another preferred lender. We felt pressured to proceed fearing default on contract. We got approved with 10% down payment but uneasy on a high monthly mortgage payment with no guaranteed 4.99% fixed rate that was promised upon contract signing. We received $18K towards closing costs. On 8/31/22, I received an offer for a salary job. Due to lack of self-employed work, on 9/27/22 I informed the loan officer of the offer; she notified **** ***** immediately. During the entire process, none of the managers contacted us to discuss our options/concerns. ******** kept telling us her manager would reach out since she has no decision making power but we never received any call or email. On 10/4/22 office of **** ***** (Division Manager) emailed us we are in default of contract and they will keep our earnest money due to liquidated damage even though they didn’t break ground on the property. I am asking **** ***** to be an ethical company; refund our $17,000 deposit. MY COMPLAINT: ******** explicitly reassured us that if we’re not approved by NVR Mortgage, **** ***** will refund our earnest money; that was the main reason we signed the contract. The management team at ******* *** used unethical tactics to coerce us into buying a home.

  Business Response

  Date: 10/13/2022

  Good Morning,

  Thank you for bringing this matter to our attention.  When the ***** started their contract with NVR, they stated that they intended to purchase this home as a primary residence in Delaware, and committed to selling their current home and move to Delaware full time when their new home was completed.  
  
  Based on the current mortgage rates, as well as the ***** debt-to-income ratio, NVR Mortgage could not approve them for a loan.  The ***** then found an outside lender who provided NVR with a conditional approval, and we created a payment plan that would work for them.  The lender had the ***** qualified, and they had a clearly defined path to settlement on their new home.  
  
  A week prior to the start of their new home, NVR received correspondence from the outside lender that *********** had accepted a job in New York.  We were shocked because we had no knowledge of their change of plans prior to the lender contacting us.  The Sales Manager immediately reached out the customer and discussed what we had just learned.  At that time, ************ understood we would not be returning his deposit.   We believe that ************ did not act in good faith, and should not have been pursuing a job in New York since he was under contract in Delaware as a primary home. 
  
  Based on this information, we will not be returning the deposit, and consider this matter to be closed.

  Business Response

  Date: 10/17/2022

  Thank you for providing additional information.  In reviewing this matter further, the Division Manager, *******************, has decided to return the ****'s hand money in full.  **** has confirmed he will initiate the refund process today, October 17, 2022, and the ****'s should expect to have their funds returned in approximately 14 days.  Once the hand money has been returned in full, we can consider this matter to be closed.
  

  Customer Answer

  Date: 10/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:10/03/2022

  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 am reporting that NVR and Ryan homes are not trustworthy companies to work with. They are constantly lying about anything they can lie about, about the construction date, about your loan approval. They are poorly managed with no organization. Unless you want your new home purchase to be chaos don't buy with them. We bought our home on Jan, 22 but our home is not being constructed at all. The interest rate has gone from 3 to 7 % because of a developer or a city issue. We purchased based on their approval of our loan and they use a 50% DTI ratio. We have already been disqualified for the loan based on the contract but they don't let us out. We try to email them but sometimes get no replies. We file a complaint for BBB and they contacted us to try to resolve the issue. But we find that they are lying about more things replying to us. The company is so poorly organized that we got no written approval of our loan approval or pre-approval at all. We want to make our 20% down payment back and apologies. A couple of more lyes bout the situation since I file the complaint: 1. Marisa M***** as our loan officer in NVR keeps lying. She dropped false promises to us saying that our construction will be started in Sept but it's Oct now still no information. She is lying again to her manager after we file the complaint, claiming that she called us in September, but she did not. She did not reply my email since April and we have not heard anything from NVR loan dept. We will track our phone records as proof. 2. They are lying to the BBB claiming that they have sent us 10+ emails. No, they send us 6 short emails about the construction updates and when I reach out to them sometimes we don't get answers. They said they have not received any phone calls from us. They mentioned specifically on the construct that oral agreement does not count that is the reason that we don't call them. Every time we call them we got lyes anyway! I hope everyone who see this find it helpful.

  Business Response

  Date: 10/19/2022

  Hello,

  Thank you for bringing this matter to our attention.  Per our response to Complaint #: ********, which was also submitted by this customer, we have records indicating that we have sent over 10 emails since June sharing the progress and latest estimates to them.  The customer also acknowledged on the phone that they never actually called their Loan Officer, Marisa M***********.
  Upon receipt of this complaint, the Division Manager and NVR Mortgage Branch Manager, Josh, met with this customer the week of October 10th.  During the meeting, Josh provided the customer with some financing options due to the possibility that they may not qualify for the mortgage.  They owe us additional documents.  If they can update their documents, then Josh and his team will be able to make a better assessment.  If they do not qualify then we will return their deposit.  
  Additionally, the Production team has committed to providing the customer with a better timeline for start of construction and projected settlement on Friday, October 21st.  From there, the customer will need to decide if they want to proceed with the transaction.
  At this time, the dispute will remain open until we hear back from the customer. 
  

• Initial Complaint

  Date:10/03/2022

  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.

  We are the homeowners of *******************************************, a residential single family home which was built in 2017 and this past year the roof has leaked three times and the builder, Ryan Homes, informed us the roof is not under warranty and they will not cover repair or replacement. We would like the 6 X 20 size roof replaced and $1135 of money put towards repairs reimbursed.* After a rainstorm early January 2022, our family room ceiling, that is located under a 6ft X 20ft roof, showed evidence of a water leak with water stains. We do not have plumbing or pipes above the room. We filed a warranty claim with Ryan homes Jan 3rd 2022. Within two days they contacted us via phone and told us the leak is not covered as it has exceeded the one year warranty. They informed us that one year warranty only covers after the first year the house was built. Then we hired a roofing contractor, ******, (a company Ryan homes hires typically to repair roof leaks) and paid out of pocket to have the repair completed and paid $325. We also had expenses to repair the ceiling. * Later in March we had another rainstorm and again, there was evidence of the roof leaking again. We reached back out to ****** and paid $325.00 for ***** ****** (******) to find the source of leak. He removed rusty nails on apron flashing, removed and replaced shingles in the same area and exchanged a “B” elbow for an “A” elbow. He also informed us that if the roof leaks again, that his company will recommend the roof be replaced. * Sept 30th 2022 we had an intense rainstorm and the roof began to leak and the leak was significant and continued all night. It was so significant it required multiple buckets to collect the water. Then the next day the parts of the ceiling had fallen down onto our couch. October 1st we filed another warranty request with Ryan homes. Ryan, the POC who called from Ryan homes informed me the roof is not covered by the warranty, only structural defects are covered by warranty.

  Business Response

  Date: 10/26/2022

  Hello,

  Thank you for bringing this matter to our attention.  Upon reviewing the house history, the warranty team scheduled a meeting with the homeowners on Monday, October 24th at 3:00 p.m. to visit the home and inspect the area of concern.  After the visual inspection was completed, the warranty team determined further inspection of the roof and prior repair work will be necessary.  We are scheduled to meet the roofing contractor who performed work to the area of concern earlier this year at the homeowner's house on Monday, October 31st.  We will report back with further information and our course of action once this meeting has been held.  

  Best regards,

  Business Response

  Date: 11/16/2022

  Good Morning,

  On Thursday, November 3rd, ****** (roofer) and the Warranty Manager, Pat, went out to diagnose the leak.  We
  believe that the metal flashing was not nailed down or sealed properly and over time with heavy wind-driven rain and sustained winds, the nail worked
  itself loose and lead to the eventual leak.  In order to resolve this issue,
  Rescom added nails to properly secure the metal flashing across the back
  of the morning room roof and sealed over all nail penetrations on the metal
  flashing.

  We asked the homeowners to let the roof go through one more heavy rainstorm before we reinstall the drywall to ensure the leak does not come back.  That said, we have agreed to fix
  the drywall and fully reimburse **. and **** ****** for the previous attempts to
  remedy this concern. 

  Based on this information, we consider the matter to be closed upon completion of the drywall repairs.

  Best regards,

  Customer Answer

  Date: 12/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  

  ---------- Forwarded message ---------
  From: ******* *** ****** <****************@*********>
  Date: Mon, Dec 5, 2022 at 11:45 AM
  Subject: Re: ID # ******** - NVR Inc
  To: Dispute Resolution Team <[email protected]>
  

  
  
  

  BBB,

  
  

        As of 01Dec22, we the homeowner consider complaint #******** - NVR Inc. to be resolved to our satisfaction.  Please let me know if you require anything else.  Thank you.

  
  

  Sincerely,

  
  

  **** and ****** ******
  

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

• Initial Complaint

  Date:09/27/2022

  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 purchased a new townhome in NC built by Ryan homes in January, 2022. The sales person promised us in Jan that the home would be built in April and be delivered in September. However, what they did not tell us is that they don't have an important sewage permission from the city. Since then, they are still selling the homes for at least maybe 10-20 homes in our subdivision without telling them they can't even build the house. Every time we called them, either the sales person or NVR finance person all we got is false promises (Morgan, saying it will be build in September, lie). Their staffs are constantly changing. They still sell homes even there is no answer from the city that they have the permission. They still can't build the house now in October. We give 80k down payment. Aside from the interest we lost in waiting in this 1 year like thousands of dollars, the mortgage is hiking from 3% to 7% causing us losing $200k at least. I request return of our money instantly. (The worst of all, Morgan does not pick my phone call, but she picked up my partner's phone call. I wonder if it is because I am ***** and my partner *****. ) Please contact me at **********************@********* if you have similar issues.

  Business Response

  Date: 10/03/2022

  Hello,

  Thank you for bringing this matter to our attention.  The buyer has agreed to meet in-person with the NVR Mortgage branch manager and the Sales Manager on Monday, October 10th, to strategize their loan and mortgage lock.  We will also provide the buyer with the bi-weekly updates that we had been regularly making.  We have records indicating that we have sent over 10 emails since June to this customer sharing the progress and latest estimates to them. The customer also acknowledged on the phone that they never actually called their Loan Officer, *********.

  At this time, we will not be cancelling or returning hand money as we will continue to work through this situation with the customer.  Based on the information we consider this matter to be closed.

• Initial Complaint

  Date:09/26/2022

  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.

  On or about September 12, 2022 I went online to Ryan Homes Warranty to file a home warranty request. My closet shelf had completely separated from the wall with just clothes hanging in the closet. I found this to be very peculiar because it was just clothes hanging and I wasn't sure how this could happen. Well Seth the Supervisor for home warranty request came out to repair the closet shelf. Well as Seth was trying to repair the closet shelf the shelf separated from the wall again. Long story short the wall has been repaired but no one has came back out to hang the shelf. I've been calling the customer service line I spoke with Bryan who told me last week on September 22, 2022, that someone would be calling me about the closet. I also asked Bryan about the other warranty request I submitted on September 19, 2022. I had a vendor out to my home and he showed me that my siding is coming off of the roof part of my home. I submitted a warranty request and to this date no one has contacted me about this either. Now mind you my home is not even a year old and I'm having so many problems. Literally every time a vendor comes out to do some additional work on my home they're showing me things that Ryan home did not build properly. My sidewalk is even cracking. I paid to much money for this home. Ryan homes sold these home stating they are "Luxury Homes" why doesn't it feel like I'm living in luxury? I want these repairs completed immediately.

  Business Response

  Date: 09/30/2022

  Hello,

  Thank you for bringing this matter to our attention.  Per the house record, Seth met *** **** at her home on September 14th to inspect the issue and tried to fix the shelf on-the-spot.  Unfortunately, the drywall was too far damaged to reinstall the shelf, even with oversized drywall anchors.  This was explained to *** **** by Seth at the time of the appointment, to which he advised that we would need to get this section of drywall repaired before he could put the shelf back up.  On September 21st, the vendor completed the drywall repair. 
  
  When *** **** spoke with the Customer Care representative on September 22nd, the call was accurately documented and sent to Seth for review.  The following day, Seth left a voicemail for *** **** requesting to visit her home that day and put the shelf back up himself.  *** **** did not return Seth's call, so he sent the ticket to the vendor and let them know that we were ready for the re-install of *** ****'s shelf.  On September 27th, the vendor was successful in contacting *** **** and scheduled service for September 29th with email confirmation of date.
  
  On September 28th, *** **** called in to Customer Care stating no one had showed up for the appointment to put shelf back up.  Upon receiving this notification, Seth called *** **** and confirmed that the appointment was scheduled for the 29th, not the 28th.  Seth then asked *** **** about her additional concerns and asked if there was anything he could offer his support or assistance in, to which she said ‘no.’ *** **** confirmed with Seth that she was happy with everything, as long as the shelf got put back up as scheduled.  On Thursday, September 29th, the vendor met *** **** between 10 and 11AM and completed reinstalling shelf. 
  
  Based on this information, we consider the matter to be closed.
  
  Best regards,

  Business Response

  Date: 10/13/2022

  Hello,
  
  Per our last response, the vendor met ************ at her home on Thursday, September 29th, between 10AM and 11AM and completed reinstalling the shelf.  All items from the complaint have been completed at this time. 

  Based on this information, we consider this item to remain closed.

  Customer Answer

  Date: 10/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/25/2022

  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.

  Plumbing and electrical problems. We rented a Ryan townhome that had a 2 by 4 in the main drain. The I unknowingly bought a Ryan townhome in the same neighborhood with plumbing and electrical problems with have resulted in damage to my home

  Business Response

  Date: 09/29/2022

  Good Afternoon,
  
  Thank you for bringing this matter to our attention.  Ryan Homes Limited Warranty covers Plumbing and Electrical Systems during the first two years after the original Purchaser’s settlement date.  With that being said, the warranty coverage for this address expired on May 14, 2012.  Per the house record, we have not received any contact from the owner(s) of this residence since October of 2012.
  
  Based on the age of the home, the nature of the concern, and the limitations of the Warranty, we will not be taking any action and consider this matter to be closed.
  
  
  Best regards,