Complaints

This profile includes complaints for Stanley Martin Homes LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Stanley Martin Homes LLC

  11710 Plaza America Dr Ste 1100 Reston, VA 20190-4771

• 

  Stanley Martin Homes, LLC

  4020 Westchase Blvd STE 190 Raleigh, NC 27607

• 

  Stanley Martin Homes

  774 S Shelmore Blvd STE 111 Mount Pleasant, SC 29464

• 

  Stanley Martin Homes

  430 Roper Mountain Rd Ste F1 Greenville, SC 29615

• 

  Stanley Martin Homes, LLC

  3740 Walton Way Ext STE A Augusta, GA 30907

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:11/30/2022

  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 a home with the 'Stanley Martin Homes' builder. My neighbor complained Stanley Martin on water drainage issues in his Lawn. Instead of resolving the issue of my Neighbor completely, the drain is diverted into my Lawn and the water is now sitting in my Lawn. Before Stanley Martin did the work I was not communicated and after they completed the work I was not happy either. When the first rain showed up, It was clear the water from neighbor's lawn is partially filling in my Lawn due to the work done by Stanley Martin. My Lawn is Swamped. I expect them to fix it which is not hapenning!

  Business Response

  Date: 12/23/2022

  Upon being presented with this concern previously, Stanley Martin inspected the homeowner’s lawn 48 hours after the end of a rain event and found no standing water on the property or in the established swales that were installed during the final grading process per the requirements set forth in the customer’s limited warranty agreement.
  
  The neighboring property did have a warranty covered concern that was addressed; however, it was not the same concern that this homeowner has presented.
  
  Stanley Martin did not notify this homeowner when work was being performed on his neighbors property because the work did not take place on his property.

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service 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.

  Good Morning BBB, I signed a Purchase & Sale Agreement with Stanley Martin homes, back in July of 2022. I locked in my interest rate for 100+ days with the expectation of closing in September/October time-frame. I was led to believe that this was doable - Stanley Martin has "red-ribbon" homes; these homes' design features are selected entirely by Stanley Martin, with the red-ribbon homes advertised as "no pricing or time-line surprises". Fast forward to mid-November. My rate-lock has expired, interest rates have doubled and since I am not in my new home, I was required to sign a new lease or risk going on a month-to-month basis, which would have doubled my monthly payment. I have attempted to explain my situation to my home-sales representative hoping for some type of resolution; explaining that this contract is no longer feasible. The only response I receive is that Stanley Martin has two years to complete the home through "force mejeur" language in the contract. This states that Stanley Martin through "Acts of God" and through no fault of their own, can not deliver the home on time. When I explain, that through no fault of my own, I am not able to afford this home anymore - their response is that they intend on filing law-suits against us, forcing us to accept the terms as written - even though through not fault of our own, interest rates have nearly doubled, leaving us unable to afford these homes. Being led to believe that a "Red-Ribbon SmartHome" would not have significant supply chain issues, was misleading and deceptive. I have a VA home loan, and I am shocked how Stanley Martin would treat a Veteran - I want my deposit back, and would like to no longer have dealings with Stanley Martin.

  Business Response

  Date: 11/28/2022

  We are in receipt of your letter and understand the frustration. We are frustrated also.  It is not a situation either of us wanted. We are as eager to have the home delivered as our buyers are to move into them. Unfortunately, as the buyers are aware, certain crucial electric utility components that are needed to independently meter electrical power to their home and those of all their neighbors have been delayed nationally.  
  
  At the time we mutually contracted to build their home, we fully expected to receive these crucial parts in the ordinary course of business, to complete the home in August or September.   Unfortunately, the manufacturer that supplies the power splitting devise used in our ******** Power system informed us that their current production and delivery delays have extended well beyond (by several months) traditional lead times nationally.  We have been doing and continue to do everything within our power to press supplier commitments so we can finish the home and those of their neighbors as quickly as possible.  
  
  We must continue to perform our contractual obligations and expect our customers to do the same.   From the time we were told there would be extensive delays, our sales and production team members diligently and transparently forwarded the best up-to-date information to allow our homebuyers to plan accordingly. We will continue to provide timely updates.  Despite this temporary setback, we remain committed to providing a positive experience for our homeowners and look forward to delivering homes at ************ at *************.     

  Customer Answer

  Date: 12/01/2022

  [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: little trust that Stanley Martin was not aware of these delays prior to selling me one of their Red Ribbon Smart Homes. These Smart Homes are falsely advertised as having no timeline surprises, while calling specific  attention to (relief from) supply chain delays is simply shameful.
  

  All around horrible, and disastrous first home buying experience.

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

  Customer Answer

  Date: 01/04/2023

  Thank you - please see two forms of advertising where Stanley Martin indicates their Smart Selected (Red Ribbon) homes have no timeline surprises, specifically mentioning protection from Supply Chain surprises. These are homes again, where no selections are made by us - they choose everything the home comes with.

  Thank you again for your interest and diligently looking at my file.

  Kind Regards,

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

  Customer Answer

  Date: 02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  Thank you - please see two forms of advertising where Stanley Martin indicates their Smart Selected (Red Ribbon) homes have no timeline surprises, specifically mentioning protection from Supply Chain surprises. These are homes again, where no selections are made by us - they choose everything the home comes with.

  Thank you again for your interest and diligently looking at my file.

  Kind Regards,

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

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

  Business Response

  Date: 02/15/2023

  Our records show a purchase date of 7/26/22, whereas our Big Red Bow marketing campaign did not begin until September 2022. Moreover, we did not advertise any homes as Red Bow deliveries at ******* at *************. We intend to deliver the home in April as all the delayed components have arrived, and will continue to keep the homebuyer apprised of any updates as they become available.

  Customer Answer

  Date: 02/21/2023

  [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: this home was sold as a "SMART-Selected Home". ******* at ************* is still advertised today as SMART-selected Homes. These are homes where very few features are chosen by the consumer. As your advertisement states, a Smart Selected Home has no timeline or pricing surprises. With the months of delays experienced, and with interest rates increasing by the day; I don't see how this could be perceived as anything but deceptive advertising.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:11/11/2022

  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.

  Stanley Martin Homes provides information to new home purchasers for a one year workmanship warranty. The homeowner is to submit a claim for warranty work at the 90 day and 11 month of occupancy. The homeowners in the ******* Community in Denver, NC submitted 90 day claims and 11 month claims. Stanley Martin acknowledges the claims but has not done any work on the claims. We are continually getting told that its first come, first serve and we need to wait. Most of us have been waiting over a year for any 90 day claim service. The ******* community is a small 55 + active community. We are the only 55 + community Stanley Martin is currently building on in North Carolina. Stanley Martin Homes are failing to do the warranty work in a years time frame for our older community, but Stanley Martin has done warranty work on the larger ********* community down the road. ********* is larger and not a 55 + community. Stanley Martin Homes is a large multi-state corporation who will not service claims from our community. We are told a "service manager" for our area will get in touch with us when workman are available. We are not told who the service manager is, how many workers are employed to do the warranty claim service, or if the list we are on encompasses the whole Charlotte area or all of North Carolina. Stanley Martin can "afford" to hire workman to do the warranty work, they are a very profitable company. We want the warranty work done now and we do not want the run around. Some of the claims include siding not screwed down so there is a possibility of water damage and mold. We are currently being told it will be after the holidays which will be over 18 months of claims being ignored for most of us. There is also the question of whether Stanley Martin is overlooking our claims because of age discrimination.

  Business Response

  Date: 12/02/2022

  We have reached back out to ************** to discuss her concerns regarding the warranty work that she has requested to be made and have assured her and the other homebuyers that we are diligently working through all requests. We believe that with the new team in place in ******* and open communication with the homebuyers in the community,we will be able to address issues in a timely manner and maintain the satisfaction of our customers.

• Initial Complaint

  Date:11/11/2022

  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.

  Stanley Martin is falsely denying claims for a ceiling water leak in the warranty period. Home was hastily completed and delivered 2 months in advance of the expected delivery date - there are lots of issues with the home. Due to poor workmanship on the second floor laundry room with gaps and slits in the grout area(pictures attached), water leaked to the first floor living room ceiling leaving large spots and a weakened ceiling. Warranty department is denying my claim saying that the water leaked from the washing machine. Following issues due to hasty completion of construction: 1. Closing date was supposed to be end of July but we were forced to close on the home in the beginning of June - emails to support this fact. 2. There was a severe flooding incident during construction a month before we closed on the property, and the entire wall and garage was torn down and rebuilt. 3. "Builder forgot to build the 3rd floor office room" until we reached out to the Sales agent to have this built. This was completed after the home was closed and I do have emails from the Sales team regarding that. 4. Big gaps/slips in the grout of the laundry room right next to the Laundry sink which caused a leak into the first floor ceiling. Warranty denying claims to repair or fix the damaged first floor ceiling.

  Business Response

  Date: 12/02/2022

  As **. ******* has detailed, he had a ceiling leak and notified us for remedy. Upon inspection by our team as well as our plumbing trade partner on several occasions, it was determined that both the laundry room floor, as well as washing machine drain pan were saturated with water. The most reasonable explanation for this was due to the washing machine itself or another source as the plumbing system/drain line installed by Stanley Martin Homes was not leaking nor associated with the damages. The recommendation was and still is for **. ******* to reach out to his homeowners insurance to file a claim based on the findings.
  
  In reference to the provided photo, over time caulk dries out and is required to be maintained by the homeowner following closing which is noted in **.******** ******** manual. Regardless, the caulking was not determined to be the root cause of the leak.
  
  The other items referenced in **. ******** complaint were resolved either prior to or shortly after closing.

• Initial Complaint

  Date:11/05/2022

  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.

  Stanley Martin has poorly engineered the drainage of the *********** Neighbor. On July 8, 2022, runoff overwhelmed the drainage system and washed out soil from under our driveway causing the driveway to partially collapse. We contacted them and they viewed the damage and shared a plan to fix the issue. They said this would be completed within 45 days and put a temporary patch in the driveway. No additional work has been completed and communication has been spotty at best. We are now 90+ days from the start date and have no information on when the work will begin.

  Business Response

  Date: 11/18/2022

  Due to the rainfall on Friday, November 11, we communicated we were unable to start the work discussed with the homeowners earlier that week. Once approval was received from VDOT on the project, work was started this past Monday, November 14 and should be completed soon with updates made on driveways, trail, ditches and paths.

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service 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 closed on my home almost 2 months ago with the promise that open items would be fixed within the 2 weeks after closing. I am still waiting for said items to be fixed. One of my bathrooms still doesn't have handles, my tile work in all three bathrooms needs to be redone, I have uncapped wires exposed in the front of my house, my siding is warped, missing insulation and drywall, my cabinets are damaged, my garage door bracket is separating from the wall, my laundry connections were installed in the wrong place, and the list goes on and on. I need these things rectified immediately. I have to constantly call and complain for anything to get done. Once one thing is fixed they become unresponsive. I'm forced to live elsewhere until these things a fixed.

  Business Response

  Date: 11/09/2022

  We have been in contact with **************** and have scheduled each of the items to be completed the week of November 14th.

  
  

  Customer Answer

  Date: 11/17/2022

  [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:
  The items are atill mot complete. The dates that they promised to fix the items is not being respected. However, they are working on them. Until all items are complete I would like to leave my complaint open. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/22/2022

  We appreciate **. ******* response and acknowledge there are a few remaining items that need to be completed.  We have scheduled appointments with **************** for November 23rd and December 5th to complete additional service work.  We are also waiting on material that was ordered but has not been delivered.  Once we have the material, we will schedule an appointment with **************** to complete the remaining items. We have been in touch with **************** on a regular basis and will continue to work with him to complete the remaining items. 

  Customer Answer

  Date: 12/14/2022

  [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: all the work is still not completed. Once work is finished then i will close out the complaint. 
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 02/10/2023

  Still in progress, not fully resolved yet.

  Business Response

  Date: 02/13/2023

  As a follow up to our initial response, the tile repair work inside the showers and the carpet repair in the loft for **. ******* home were completed on 1/23/23. The replacement of the garage door that was agreed upon on the original selection, per the community product book, is scheduled to be replaced on 2/3/23 along with the framing discrepancies of the lumber used when the temporary door was installed. There is a bow in the ***** wall of this home that will also be assessed and/or addressed on 2/3/23. Once the framing repairs are performed, drywall work will then be scheduled and performed.
  
  Although **************** does currently have a working cooktop, it was agreed upon to be replaced due to a scratch by an unknown source prior to the home closing. At this time, the gas cooktop replacement is currently backordered, however it will be delivered and installed once it becomes available.

• Initial Complaint

  Date:10/25/2022

  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.

  We bought our home the last week October 2021. According to their paperwork, we are supposed to have both a 1 month and 11 month walk through to fix anything that falls under workmanship. We never had anyone schedule our 1 month. Our 11 month walkthrough was after another employee canceled on us twice. *** then took over. *** had a few things repaired but did not come to supervise, affecting both mine and my husbands job that day. Then we were passed to ******* because *** was going on vacation. We then had to do another walk through due to the transfer. ******* had contractors at my home 3 days in a row. She did come day 1, but we still had to be available to look at things as they were finished, my husband and I do work from home, but are typically in meetings often. She did not come Thursday or Friday with the team (10/19-10/21). This is now 3 people who have been in charge our warranty. We finally got most of the issues fixed, but we still have an island with the shoe molding crooked (they have stated several times that the pipe from the sink is in the wrong place and it cant be fixed, however Stanley Martin built our entire house, meaning they messed up on the pipes), a front porch that had to be ripped and rebuilt, but still has not been sealed, a large rip in the seams at the carpet that they determined was due to delimitation that they have decided was caused my 4.5 pound dog, who is house trained. Because they are saying the dog caused it, they are refusing to fix it. When they first came and inspected the carpet, they said it was due to a spill that was not cleaned. There is no water damage under the carpet. Through a quick search, I found that delimitation is caused by improper preparation or improper sealing. I am requesting that the island be fixed, meaning the base is a straight line, our carpet to be replaced (please see pictures where paint was also on the carpet from their panting crew), and our back door fixed immediately.

  Business Response

  Date: 11/03/2022

  Dear BBB,

  Our Warranty Team has been in consistent communication with this buyer and looks forward to continuing to help. We have already made a repair to the island; however, we will be happy to set a new appointment to review a possible repair.  We have emails where our customer seemed satisfied with the previous fix. We have examined the carpet and have pictures of damage done by animals and pulled back the seam to see urine stains and smells in the carpet padding.  Urine will delaminate a carpet.  Even with this said, we have offered to replace the carpet in the loft where the seam has delaminated due to urine as we value our customer and help wherever we can.  However, our customer did not want a replacement of the loft only and wanted the entire home carpet replaced.  Our offer still stands of replacing the carpet in the loft, even though Stanley Martin is not obligated to do so due to documented animal damage. Regarding the back door, the back door parts have been ordered and we plan to install them as soon as the parts come in.

• Initial Complaint

  Date:10/10/2022

  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 closer on our Stanley Martin house, August 2022, this is our sixth home, by far the worst. Cabinet throughout the house are not soft-close, they switched cabinet company mid stream, and the cabinets don’t even have pulls to open the cabinet. I’m going to bullet point issues. Also, we were charged for trash cans that were suppose to come with the cabinets, never happened. We don’t have the correct cabinets. * The majority if the internal doors are damaged, crooked, dented, gouges and the damaged was painted over * The paint is peeling in several bathrooms because they used flat paint, we’ve been here since August it’s even peeling a bathroom that have not been used. * Baseboards, trim and molding, has gouges and dents, painted over, they should have never been installed damaged * The oven hood is damaged from day one, it was installed that way and never fixed * Master bathtub was installed crooked and the tile around the master was slapped on, lumpy and not color matched, various areas in the bathroom are this way * Back of kitchen island is damaged * A used toilet was placed in the master bathroom, baked in issues in the bowl *Caulk issues through the house *Driveway and walkway are not sealed and don’t match, poor quality, gouges in rear patio concrete *A cracked window corner in front of the house *Staircase railing has glue drip marks all over it *Sink faucets are too small, or the holes were not drilled correctly. When you wash you’re hands, you're hands touch the back of the sink * House locks painted over and various mirrors with paint drippings * The front door has paint drippings, in addition, paint on various areas of the floors. * Prior to us moving in, we had a roof leak, they fixed, however, there is still some exposed wood * Some areas of the house are missing outside shutters There is so much more, this is by far the worse house we’ve ever purchased, we regret purchasing and would never recommend.

  Business Response

  Date: 11/14/2022

  Dear BBB, below is the list of complaints from ****************** in her BBB review and our response to each complaint.

  • [******] Cabinet throughout the house are not soft-close, they switched the cabinet company mid-stream, and the cabinets dont even have pulls to open the cabinet [SMH] None of our contracts or sales documentation detailed soft close doors or drawers as being an included feature with our cabinets on this house.  The buyers sales contract does not mention nor does it charge them for soft close doors and drawers on their cabinets.  The homeowner has trespassed into some of our other properties for sale and has seen other homes that do have soft close doors and drawers on the cabinets.  Those houses may be specified differently than the ******* home.  The cabinet pulls were back ordered will be installed when they arrive.
  • [******] We were charged for trash cans that were supposed to come with the cabinets, never happened.  We don’t have the correct cabinets.”   [SMH] The ******* did in fact pay for a trash can pull-out in their home and that was accidentally omitted.  Our staff is working to get this trashcan pull-out installed,  if we are unable to install the trash-can pull out Stanley Martin Homes will refund the ******* the $400 they paid for the roll out trashcan.
  • [******] The majority of the internal doors are damaged, crooked, dented, gouged, and the damage was painted over. -- [SMH] Damaged trim and doors are being addressed with our painter and will be repaired.
  • [******] The oven hood is damaged from day one, it was installed that and never fixed. [SMH] This is on the list of items to be repaired.  It will be determined whether repair is sufficient or if it needs to be replaced.
  • [******] Master bathtub was installed crooked and the tile around the master was slapped on, lumpy and not color matched, various areas in the bathroom are this way. [SMH] We plan to pull the tub and retile the deck.
  • [******] Back of kitchen island is damaged. [SMH] This will be repaired when our cabinet company comes to install the cabinet pulls and trash-can pull-out.
  • [******] A used toilet was placed in the master bathroom, baked in issue in the bowl. [SMH] This was not a used toilet but it does have a defective finish in the china/porcelain, this toilet will be replaced.
  • [******] Caulk issues through the house. [SMH] trim and caulk are being addressed with our painter and will be repaired.
  • [******] Driveway and walkway are not sealed and don't match, poor quality, gouges in the rear concrete. [SMH] We do not seal our concrete and have never represented that we do.  No action will be taken.
  • [******] A cracked window corner in front of the house. [SMH] This glass will be replaced.  This was a very small crack that was missed on our quality walk before closing.
  • [******] Staircase railing has glue drip marks all over it. [SMH] This will be addressed painter.
  • [******] Sink faucets are too small, or holes were not drilled correctly. When you wash your hands, your hands touch the back of the sink. [SMH] These are our standard faucets that have been installed.  No action will be taken.
  • [******] House locks painted over and various mirrors with paint drippings. The front door has paint drippings, in addition, paint on various areas of the floors. [SMH] This will be addressed, and all paint cleaned from surfaces.  
  • [******] Prior to us moving in, we had a roof leak, they fixed, however, there is still some exposed wood. [SMH] This will be repaired when the siding company comes out to repair several areas that were noted.
  • [******] Some areas of the house are missing outside shutters. [SMH] One set of shutters is missing due to backorder.  Once they arrive they will be installed.
  • [******] There is so much more, this is by far the worse house we've ever purchased, we regret purchasing and would never recommend. [SMH] We are working with the customer to resolve the issues.

  Customer Answer

  Date: 11/15/2022

  [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:first of all, we did not trespass, how do you trespass on homes that say, open houses with a realtor sitting in them. Our original cabinets, before they changed companies mid stream, were soft closed, I specifically asked for that. We have been more than reasonable and patient. Laundry room cabinets, they said they were spec, that’s also on the order, they’re not, they were installed in the wrong order, so my washer and dryer stick out, until the cabinets are moved up. Again, we’ve been more than patient. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 12/02/2022

  Our Production Coordinator will be meeting with the owner the morning of Monday, December 5 along with our door and trim vendor to go over all the trim and door concerns and make sure all the necessary supplies are ordered correctly. We will also be reviewing in detail all remaining items and schedule dates to get as many trades as possible to complete her concerns.

• Initial Complaint

  Date:10/09/2022

  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.

  To Whom It May Concern: I'm writing to file a complaint on the completion and progress of my new home build produced by "Stanley Martin Builders" in Bolivia, NC ***** (***********). I will provide a timeline and supporting email documentation of all events. I have expressed my concerns multiple times to the upper echelon of "Stanley Martin" and have received no satisfactory response. (*** ****** ****** **** ** Bolivia, NC *****) I have the following questions: *Who is the Lender for Lot *** and others that have a signed contract date after 7/14/2022 *What was the contract signed sale date for ***? (houses are finished or close to finishing) *What does "Stanley Martin" Plan to do to expedite my house being built and closed by the contracted date of 10/31/2022 or by 11/04/2022 when the rate lock ends? *"Stanley Martin" offered $7k in closing costs if I used their personal lender. I have requested they pay the 2nd rate lock extension, which is estimated to be $2700 - $3500 if they are unable to have the home completed by 10/31/2022 or by 11/04/2022 which is the end of the current rate lock extension. *The siding of the front of the home, windows and front door do not match the spec items as pictured in the home for sale. Foreman states "It is what it is". I would like the correct adjustments made to reflect the home I am purchasing. I want the front door, garage, and windows to look like the picture that was sold to me There has been no work on my house of *** ****** ****** **** **, Bolivia NC ***** since 10/03/2022 while there continues to be work production on homes that are not sold or homes that have contract signed dates after 7/14/2022. I would request that someone help expedite resolution against the builder to produce a finished product by the signed contract date. The builder has expressed no desire to help offer any solutions.

  Business Response

  Date: 10/14/2022

  The contract between our company and the customer filing this complaint clearly identifies the close date as a TARGET, and that we expect to complete the home within 60 days of that TARGET date, subject to force majeure. It also notes that the buyer should not procure a rate lock until they are given a formal written notice of close date 14 days prior to closing. This has not been provided to the buyer yet, and this buyer obtained a rate lock of their own doing at their own risk. We do not provide information regarding other home buyers, their contracts or the information related to those, which is private information. The contract also clearly details the building plans that will be used to build the home and the buyer acknowledged they had reviewed and approved them and that they are NOT relying on marketing pictures. This home is being constructed per the plans of which the buyer agreed. We have and will continue to honor and comply with all provisions of the purchase and sale contract between both parties, and pursue the completion of this home as expediently as possible given the current challenging circumstances we are experiencing around labor and material shortages, and supply chain disruptions.

  Customer Answer

  Date: 10/14/2022

  [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:

  The builder spent 8 days with no work on my house while working feverishly on homes that were not sold or that had contract dates that surpassed my signed contract date. This builder strong arms the buyer in all aspects because they have your nonrefundable deposit. In essence the purchaser has no rights or recourse. I documented the lack of productivity with video, a spreadsheet and pictures. Their response to my documentation was to send a copy of the contract back stating we hope we can move forward. They offered no assistance to the rate lock issue. They offered no sense of urgency in following through with the contract sale closing date. This has been the worst customer service experience as well as buying experience. As I stated before this is the 3rd New Construction home I've purchased. 

  I can not stress enough.. They have no allegiance to the customer experience. This has been all about how they can make money at the expense of the consumer! 

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

• Initial Complaint

  Date:10/05/2022

  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 have never seen a more poorly ran business. We built our home in 2021 (Closing Date: March 24, 2021). I understand that Covid pushed everything out but our original closing date was January of 2021. The biggest complaint is with the warranty. We were told to submit our warranty at 11 months - we submitted February of 2022. It is now October of 2022, our warranty has not been completed, nor will it be completed any time soon. I have complained multiple times and their only explanation is their lead person left and now they are trying to complete the requests (WHAT?). They let me know the following: September 2022: Overall, we are 55th in SM communities and 21st in line for our neighborhood October 2022: Overall, we are NOW 52nd on the list in SM communities and 20th in line for our neighborhood to complete the warranty IN A MONTH'S TIME THEY ONLY COMPLETED 3 HOMES? However, every day there are new neighborhoods popping up everywhere. I have never been more disappointed in how a business treats its customers. We also spent a lot of money on our FIRST home where multiple things need to be fixed but they are in no hurry. I do not recommend this company nor would I ever build with them again.

  Business Response

  Date: 10/14/2022

  *****, one of our quality assurance managers, has scheduled a walk through with ******* for 10/13 at 9:00am to follow up with her needs.