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Business Profile

Home Builders

Stanley Martin Homes LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Builders.

Complaints

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

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Stanley Martin Homes LLC has 14 locations, listed below.

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    Customer Complaints Summary

    • 74 total complaints in the last 3 years.
    • 19 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/20/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Stanley Martin, SM Home in may 2020. At the pre-closing inspection 2 windows were found defective. Eric at Stanley Martin agreed they were defective. 6 Months (est Nov 2020) later Jarod S****** (SM Warranty rep) inspected the windows and agreed to replace them. While waiting for these 2 windows another one was found defective. SM refused to cover it under warranty. Over the past 2 years we were told that windows were back-ordered or came in damaged. On 19 Sep 2022 an installer came to install the 2 windows cover my SM warranty. One window was installed. The other was the incorrect size. This has been a 2 year ordeal for 3 easily replaced windows. Per the installer we need 2 Ply *** **** 2 Lite Top Glass windows installed. A 30 minute job.

      Business Response

      Date: 10/06/2022

      We appreciate ************** bringing this matter to our attention.  We have met with ************** in person since being informed of his complaint.  While meeting with him, we placed the order for the correct windows which are set for delivery in three weeks.  ************** gave the impression he was satisfied with our meeting.  We will keep ************** updated and ensure the windows timely arrive and are properly installed.


      Customer Answer

      Date: 10/06/2022

      [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:

      I have been given the same response for TWO years.  I will be satisfied only when the windows are replaced after waiting TWO years.  Until then it is simply a continuation of their unsatisfactory performance.

      Regards,

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

    • Initial Complaint

      Date:08/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 and moved into my home on Dec 2020. My 1 year warranty for any repairs was to be completed in Dec 2021. I submitted my first 1 year warranty claim on 10/2021, I was told by Peggy T*** via email that I should wait until my 11 months to submit it. I reached back out on 11/26 and did another warranty claim request. I was told on 11/29 via email from Peggy T*** that the warranty service manager would be calling me when he has an open in his schedule. I waited until after the holidays and reached out again on 1/5/22 and was told via email that they are working through a backlog and it will take 3-5 months before a warranty service manager to call me to set up an appointment to review and inspect my warranty item list. I waited until 5/5/22 and reach out via text to Neil (warrant manager) at cell # ###-###-#### to text him my lot # and address to text the date and time we agreed someone will come to my home. No one showed up. Reached out again 6/13/22 at 10:14am due to no one showing up and received a reply back on 6/13/22 @ 11:17a asking can we reschedule. I asked what day and he stated he would get back with me. I reached back out on 6/14 @ 5:17p and he stated he was still figuring out trades (whatever that means) and will reach out tomorrow. Never heard back. Reached out again on July 5 @12:07p and asked what day will be good for someone to get to my home. Replied back and stated Aug 10am @ 8am. No one showed again. Now it's Aug 12. I need some help getting my home warranty needs met. Its going on another year and my warranty concerns has not been addressed. Can someone please help me get this resolved ? I'm getting the run around with this and I have been more than patience. I have all my emails and texts communication.

      Business Response

      Date: 08/29/2022

      “Our Warranty and Quality Assurance Manager, Randy S*****, has contacted *** ***** and scheduled an appointment for Monday, 8/29, to meet with her to take care of her warranty needs. Thank you!”

    • Initial Complaint

      Date:07/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed a purchase agreement with this company in February of 2021 with an approximate completion date of June to July. My foundation was not poured until January or February of 2022. There were no cement shortages during this period. The builder neglected my home completely. A crawlspace was added to the foundation without my knowledge or consent/approval. I was told after it was done and not given the opportunity to withdraw from the agreement due to this material change in design. I am 63 years old and reside with 2 sisters-67 and 65 years old. We anticipated using a stair-lift indoors as we progress in years, but outside steps were not in the home design we selected. Excuses and delays have continued and it is now July 25, 2022 and the home is still not complete. While visiting the site today, I received a text that the house would be delayed for another month because the hvac units had not been delivered or installed. I took pictures of both indoor and outdoor units, which were installed, and sent the pictures to the rep who sent me the text. This company has taken advantage of my advanced years and the fact that I am an African American with no other options to run out the clock on my contract. Interest rates have risen substantially since I was offered a 2.75% rate by their preferred lender who just locked in my rate last week. The new rate was 6.125% which the lender said he had to fight for me to get even though my credit has risen from 710 to 750 in this time period. My debt to income ratio has also dropped measurably. The lender offered me a buy down for $2683 to 5.125%. This new rate increased my monthly payment from $1127 to $1503 monthly and makes the house almost unaffordable for my family. This company has built and sold a whole community of houses near my home site since I signed my agreement with them.

      Business Response

      Date: 08/13/2022

      We are sorry to hear of your situation.  We do our best to complete homes on time but due to the state of the industry with shortages of supplies from vendors we are unable to meet our intention completion date.

      We are sending this information over to the local head of construction and someone will reach out to you

    Stanley Martin Homes LLC is NOT a BBB Accredited Business.

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