Complaints
This profile includes complaints for Reality Homes Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/25/2024
Type: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 hired this company to build me a house, and it has been a horrible experience. First of all I was told it would be nine months to finish the house when they start construction. That was nineteen months ago that they started construction. I have had to re apply for my construction contract causing me to have a higher rate, and my loan is about to expire again. They dropped off materials and let them sit before they were ready for it, then when they got stolen after sitting forever they told me I am responsible for paying for it. I am responsible for all off the trash from their contractors including the trash they left from lunches and I even found and disposed of beer bottles, so someone was drinking on the job working on my house. They delivered the wrong bath tub for my master bathroom and it was broken and they charged me to replace it. And the final straw is that I paid to upgrade my kids bathroom tub to a bigger tub and now a couple weeks from the end of construction after paying the upgrade for the tub they are now charging me for the shower in my kids bathroom. Saying that bathtub doesn't get a shower even though they plumbed in a shower months ago for it. I feel completely ripped off by this company. They have made the experience of building our dream house a nightmare!
Business Response
Date: 11/26/2024
Mr *********, We apologize for your frustration. I reached out to you, without response prior to you submitting this review to discuss your frustration and work with you to try to resolve.. We would still like to work with you to resolve your concerns and ask that you please reach out to our office or to your Project Manager. We again apologize for your frustration and look forward to speaking with you.
Sincerely,
Reality Homes
Customer Answer
Date: 12/09/2024
I would like to proceed with the complaint process submitted 11/25/2024 against Reality Homes. The case number is 22605135.
Reality Homes quoted me $2,500 for the work that I shouldn't be getting charged for. After I filed a complaint with Reality Homes on the phone, they told me if I remove my complaint from the Better Business ****** they would do it for $1,900. That was not agreeable to me so she told me they would charge full price of $2,900 since I was not removing my complaint for that. Then they sent me a quote for $3,900 plus $250 change order fee and taxes ended up over $4,500. This is a deceptive business practice. They are also punishing me for the complaint with BBB. They also do not secure personal data very well since they sent me someone's full name, address, phone number, and email in their house plans by email.Business Response
Date: 12/17/2024
Dear ** *********.
We understand your frustration, and We did aknowledge your frustration and apologized for any miscommunication or understanding of your original change order request . We did install your bathtub as documented on the signed change order. We would like to clarify as we did when we spoke with you , You requested a tub be installed in place of a shower/tub combo , that was completed. Your issue is with the height of the tile installed around the tub. Our tubs come with a 9" backsplash, you did not request, sign a change order or pay for a full height backsplash on this tub. We offered to make the change and install full height backsplash at a discounted rate as a courtesy and gesture of customer service. During our conversation , we asked that if that was satisfactory, that you notify the BBB That the complaint had been resolved or answered, and that you were satisfied... Please note once a BBB complaint is filed it cannot be removed , it can only be resolved or answered. You felt we should provide the backsplash at no cost to you, and did not elect to accept our gesture, stating you would prefer to pay full price then to tell the BBB you were satisfied with the outcome. We understand that you have not signed the change order and asked to speak to our office about the cost, however you did not return our call when we reached out to speak to you about this... We are available Monday - Friday 8-4:30 if you would like to reach out we are happy to speak with you.
Customer Answer
Date: 12/19/2024
Complaint: 22605135
I am rejecting this response because:It was not supposed to be a back spash it was supposed to be a shower. When your company offered a larger tub no one said we would not have a shower.
Even your plumber put in all the connections for a shower. Now I had to take time off work and install a shower myself after hiring your company. You did not work with me at all on this, and you even raised your price after my complaint.
Sincerely,
**** *********Initial Complaint
Date:10/19/2024
Type: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 husband and I built a house with Reality homes that was completed in 2019. During the building process, my counters were installed incorrectly causing the edge to be in the way of the door trim. Their solution was to cut my trim in that area. The window was also installed too low so the counter was above the window sill. They tried to cut corners and not restore the window to its intended look (which matched all the other windows in the house) but I refused to allow it. The ceiling has cracked at seams in multiple areas. All of this was frustrating but not affecting anything major. The big thing is that now , after only a few years, the roof is leaking INSIDE my house. Just since last night (when we noticed it dripping) it has already caused damage to the drywall and floor. This roof is only 5 years old!!Business Response
Date: 10/29/2024
Dear ** ******.
We are very saddened to hear that you are not happy with your home. It sounds like the issues in your complaint other than the roof were resolved during the build. We truly apologize for any frustration you have had. Your Husband did reach out to our office on Monday 10/21, We understood the concern and We gave him manufacturer and installer info for your Roof. Your home came with a 1 year Builder warranty , and a 2 year 2-10 Home Warrenty, unfortunately that did expire, however we always encourage you to reach out to the roofing installer or manufacturer to see if they have any additional warranty on the roofing available to you. We hope the info you received helped and we truly apologize for your frustration and any inconvenience.
Initial Complaint
Date:02/23/2024
Type: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.
WARNING!!!Read other reviews and check the BBB.If I could give a ZERO star rating I would. 1 is the lowest and Reality Homes is well below 1 star. They are dishonest, slopy and poor communicators. They flat out lied on several occasions and tried to charge way more than even their own contract allowed for a change order. After I pointed it out to them, they fought me and still tried to WAY overcharge for raising a header in the garage. *Note* after much back and forth and fighting with them they did finally credit back some of the money. HOWEVER, my time is valuable as is yours, they will waste your time and money with no regard for either.We have all heard you get what you pay for. They were the least expensive option I could find so I expected some struggles. WOW, I would have paid double if I had known how horrible it was going to be. Sub-par work at every stage of the project. I am still struggling to have things fixed even almost 3 years after the CofO.I had 4 Project managers throughout the build, and each was trying to pick up the pieces and get up to speed with the project. The first was almost combative in nature and treated me like an idiot, even though I have been in the construction trades for over 20 years as an electrician, plumber, ******, and some concrete work. I will add pictures of just some of the horrible work they did, and subpar materials used.RUN AWAY!!!I have attached some photos, I have hundreds more of the horrible work. Unfortunately, I don't have pictures of the pain and difficulty this caused. Worst experience EVER!Business Response
Date: 02/26/2024
**************,
We apologize for any frustration you have experienced. We take pride in every home our team builds. We have looked into your build, your home has been complete for some time, and it is a beautiful home. We understand you have concerns about punch list items, our team has been working with you to repair these items. If you have any additional Concerns, We urge you to reach out to our office so we can discuss a resolution. We thank you for building with us, and sincerely hope you enjoy *******************.
Reality Homes Inc
Customer Answer
Date: 02/27/2024
They are lying and making false claims, doing shotty repairs and are causing tremendus stress, loss of sleep, loss of wages trying to be availble for them to do repairs that they should have done 2.5 years ago.Initial Complaint
Date:07/07/2023
Type: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.
Our Reality Homes Inc. home was completed in October 2022. We have a large covered patio with vaulted, tongue and groove ceiling built and installed by our home builder, Reality Homes, Inc. On May 20, 2023 we noticed one of the ceiling boards has come loose and needs to be repaired. We submitted the warranty repair request and were denied. Their explanation was "During the first year of this Agreement.....your builder warrants your home against faulty workmanship and materials, defects in the installation of appliances, fixtures and equipment....Not Covered: Items outside of specifically identified categories are generally not eligible for coverage." I have spoken to a couple people at Reality, they were nice enough but couldn't tell me how/why this issue was not a "workmanship and materials" issue. They were going to have our PM come out and check the issue and, if he believes it's warrantable, they MAY fix it. To date, July 7, no one has called or stopped by. I have dealt with Reality's poor communication skills during this entire build and unfortunately, this is the last straw. I hate having to file a complaint, but perhaps this will get their attention and prompt a resolution. This is obviously an installation/workmanship issue. The board was improperly installed. It popped out because it was not nailed in correctly. Please don't tell me someone will call me soon, because they rarely do. Just come out and fix your mistake, please.Business Response
Date: 07/07/2023
Dear Ms **************** apologize for any frustration- We are looking into this matter and will respond back to you with an explanation or resolution. If you can please reach out to us via ********************************** we will have quicker communication and be able to assist you. thank you for bringing this to our attention
Sincerely
Reality Homes
Customer Answer
Date: 07/11/2023
Complaint: 20288751
I am rejecting this response because: I res56166309-C5DB5ponded to their request for an email to them regarding my situation. Their reply was to send me a "canned" response telling me how to use the warranty website and they attached all the warranty documents that they gave me when we closed in October and again in May when I first filed for warranty repairs. My response to them was... "This is the same information you sent to me in May when I first started the Warranty process. This cannedresponse shows me that you have no clue who I am or what my issues are, nor do you remember talking to me and telling me that you would have my PM do a site visit to look at the T&G ceiling issue. Ill continue my BBB complaint until it gets resolved." They just don't pay attention which means they don't care. They need to fix this ceiling issue before it gets worse. They need to stand by their product and their trade's workmanship.
Sincerely,
*******************************Business Response
Date: 07/20/2023
Dear ********************
We made the repair 7/19/2023. We apologize for the frustration, Your project manager let us know you were happy with the repair.
Customer Answer
Date: 07/31/2023
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.
Sincerely,
*******************************Initial Complaint
Date:12/10/2022
Type: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 had a home built by reality in ****. My roof has failed. It was supposed to be a 30-year roof. I expected it last at least 20 years. Inspection showed that there was no flashing installed. There is no drip edge flashing. There's no rake edge flashing and there was no flashing in the valleys. The sheathing used was was OSB, not plywood. They used staples which I'm fairly certain we're not code in ****. I had to replace 19 sheets of plywood in order to make my home structurally sound to accept shingles. I have tried to contact them and have received no reply back. I simply want a reply back. If they are able to help me on the cost of my new roof that would be amazing, I just want them to acknowledge that I have tried to contact them and acknowledge that they used less than stellar workmanship and materials.Business Response
Date: 12/13/2022
Dear ***************.
We are glad that you are still enjoying your home after almost 17 years. We apologize for the delay ain response to your concern, and that you are having issues with your roof and any frustration this has caused. When we built your home ,We did provide a limited warranty on Workmanship, and structure, however that would have expired at this point. The 30 year Warranty you referred to in the complaint would be for roofing materials and would be supplied by the roofing shingle manufacturer. We recommend reaching out to IKO Roofing, they may be able to assist you with a warranty claim on the shingles.Thank you for reaching out. We hope you are able to work with IKO.
Sincerely ,
Reality Homes Inc.
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