ComplaintsforRichmond American Homes

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company has failed over and over to fix all the outstanding construction issues with our new home.

  

  Business response

  10/21/2024

  Dear Accredited Business Resolutions Specialist:
  
  The roofing repairs have been completed; the roof truss repair is scheduled for 10/16/24 @10:00am.
  
  We have also scheduled our siding company to verify the nailing pattern is within manufacturer standards.
  
  Rear service door paint is being scheduled with our painters and we will attempt to repair floor squeaks but cannot guarantee.
  
  As the warranty states, we will not be reimbursing the homeowner for work performed on the drainage or the front door which is considered cosmetic.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ******* ******
  Director,Home Care
  Richmond American Homes

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Richmond American Homes here in ******** we believe deliberately covered up water damage prior to us purchasing the game. With such water damage, we have uncovered mold in the home. We have sent a claim and all requested information to Richmond to come inspect but sense then (30 days) they have chosen to ignore our claim or to communicate.

  

  Business response

  10/16/2024

  We are in receipt of your email dated 10/5/24 containing the complaint of Richmond customer, Michael Lassen, Complaint ID # 22385473.  Michael Lassen and Leslie Parker purchased a home that had been used as a model home by Richmond in its Sterling Ranch subdivision.  When Richmond sells homes that have been used as models in a subdivision, the Purchase Agreement includes a Model Home Addendum, executed by the Buyers, providing that home is being sold “AS IS.”
  
  Richmond received Mr. Lassen’s initial complaint on September 6, but it did not include all of the information referenced in the items submitted.  Richmond responded on September 10 requesting the additional information and received the same on September 12.  Following review of all of the information, Richmond has responded to Mr. Lassen on October 5, reminding him that the home was sold in its “AS IS” condition and making a good faith offer of resolution.  Ms. Parker has sent an email indicating they will accept Richmond’s offer.
  
  Richmond takes all customer concerns seriously and is committed to addressing them thoroughly and in a good faith.  If you have further questions, please let us know.

  Customer response

  10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22385473, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Michael Lassen

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/5/24 I requested a warranty claim for Richmond American (RA) homes for soft grout in 4 of my living areas. ** had to previously replace a large amount of time in the my home for the same issue. At the time of that replacement these 4 areas were not having soft grout issues.****** ****** of RA contacted me at that time. After several exchanges (22) via email she turned me over to her manager on 6/24/24 (******* *******). Communication with ******* has been challenging at best. I have tried phone, text and emails with *******. He is always telling me he will get back to me and I do not hear from him. My last email was on 9/8/24 with no response as of today. I had asked ******* to review my account as the tile company was stating that they had paid me out on all tile to be replaced in my home. At the time of the previous tile issue I had two RA employees ***** and her manager **** ***** at my house to do a walk through of what was to be replaced. I was told by both of them that they would note in my account that their were still 4 areas that were not be covered by the current tile replacement buy out. If RA looks at the total square footage of my tile replacement compared to what I purchased from them at the time of my home purchase they will see that difference of these 4 areas. I would like someone to contact me to get this issue resolved.Thank you *****

  

  Business response

  10/11/2024

  Dear Accredited Business Resolutions Specialist:
  
  Richmond American Homes has been in contact with Mr. Britt Chandler, and I will be meeting Mr. Chandler at his home on 10-25-2024 at 10 a.m. to inspect their grout and tile flooring that is in question at this time with our customer. 
  
  Please let us know if you have any questions.
  
  Sincerely,
  Steven Kyle
  Director Home Care
  Richmond American Homes

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The builder Richmond American asked us to file through their website any issues and repairs within the warranty timeline of 1 year after taking possession of the new home in July 2022. Accordingly we logged all the issues. A few were addressed before July 2023 but not all the issues. So we repeatedly called, emailed and texted asking for an update and until a few months ago they kept saying the issues will be addressed but after July of this year there has been no response to our repeated emails, phone calls and text messages. So my wife emailed and let them know that we are logging a complaint with BBB but still no response. Appreciate your help with this. Thank you.

  

  Business response

  10/04/2024

  10/4/2024
  
  Denver/Boulder Better Business Bureau
  Attention: Christopher Serrano
  3801 E. Florida Avenue #350
  Denver, CO 80210
  
  RE: BBB Case # 22351806
  
  To Whom It May Concern:
  
  We have recently been in contact with our homeowners, Bhuna and Kenneth Tran, and have gone over the concerns noted. We are working with them to schedule all warrantable items as outlined in the agreed-upon RWC warranty program and will continue to follow up on the progress.  
  
  We apologize for any frustration our customer may have experienced and will continue to work towards addressing any future requests.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  Richmond American Homes
  
  
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Incident occurred on 9/23/2024 My mother's vehicle was parked outside in the community parking lot. The builder RICHMOND AMERICAN HOMES failed to inform homeowners that construction was occurring directly near parked vehicles. Their contracted construction crew damaged my mother's vehicle. Attached is the email thread that I sent to the builder and ***. To highlight, the *** is at no fault as they were not aware of the Constuction taking place. The builder ******* ******* (email: ************************* told me my only option is to file an auto insurance claim. My mother's insurance deductible is $1,000.00. The builder is at fault and should be responsible for paying her deductible as it was NOT our fault, they hired incompetent workers.

  

  Business response

  10/04/2024

  10/3/2024
  
  ******/******* Better Business Bureau
  Attention: Accredited Business Resolutions Specialist
  ******************************************************************************************
  
  RE: BBB Case # ********
  
  Dear Accredited Business Resolutions Specialist:
  
  Mrs. ******* let us know of an incident that happened with her mothers vehicle. I contacted ****** ******* by email on September 24, 2024. Our team has spoken to Mrs. ******* on several occasions since then and provided her with all the information that is needed to file an insurance claim. At this time, we have received a claim from State Farm for ****** ****** and we will work with them to answer any questions they might have.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve their concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  
  ******* *******
  Senior ********* Manager, ****************************
  Richmond American Homes
  
  

  Customer response

  10/08/2024

   
  Complaint: 22340175
  
  I am rejecting this response because:
  

  I am requesting Randalls supervisors contact and he is not transparent. I dont appreciate the way he spoke to me on the phone and dont feel like a valued customer. ******* refuses to also provide me with the current Superintendents information so I can follow up regarding community projects. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/28/2024

  Mrs. ******* has been given a response in writing per our legal department regarding the incident described. Her feedback and correspondence have been conveyed to and reviewed by division and corporate management. We do not feel it is appropriate to provide an additional point of contact at this time.
  
  The community in question is at build out and we do not currently have full time staff onsite, so questions on community projects are best directed to the ***********************

  Customer response

  10/28/2024

   
  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

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since my August 8, 2022 Orientation Tour Checklist Walkthrough and August 29 2022 Closing, with Richmond American Homes they have not completed the repairs. Even since then, issues that have come up. Despite multiple follow-ups via phone calls, emails, text messages to ***** *** and ****** ******-******* Warranty specialist the company has failed to complete the necessary work. As of today, September 16, 2024, the a lot of the issues listed in the checklist and both one year home inspection reports (July 25 and 27, 2023) remain unresolved. The specific items that require attention include, but are not limited to: Replacement/installation of front doors and frame, (4) Windows repairs/replacement, Cabinetry replacement/repair, Shower replacement/repair and the repair of the damages caused by leaking. A copy of the Home Change Order. Discount Glass has been to my home over six times, two no call no shows and three times after that four hour window. December 18 and 19. 2023 for all of the contractors who come out and do the repairs. Prior to this, I requested that ****** find another contractor to fix my shower. The company, whom was supposed to fix the windows did not show. The guy who was supposed to fix the cabinet brought the wrong color cabinet. And instead decided to try and do a quick fix, which put another gap in between both of the cabinet doors. During this time, I have been deployed twice and had to call family in to wait on companies that sometimes did not show up or complete the job. I have over 200 photos/screenshots of messages that I have sent to the warranty specialist; been more than patient and cooperative. Richmond American has consistently failed to fulfill their contractual obligations. The lack of response and action from the company is unacceptable and unprofessional. I request that Richmond American Homes be compelled to complete the unfinished items on my checklist immediately and to provide a timeline for the completion of these tasks.

  

  Business response

  09/23/2024

  We contacted Mrs. **** directly on 9-16-2024. Our area Home Manager, ****** ******** reached out to her by email. The home was completed on 8-29-2022.
  
  After meeting with Mrs. ***** we would like to be allowed to correct the outstanding items. Given that Mrs. **** allows reasonable weekday access to her home to the trades during normal business hours which is stated in our warranty handbook.
  
  The first item Mrs. **** wishes to be corrected is her kitchen cabinet Richmond might need to have an evaluation done and after that has taken place at that point the material may need to be ordered once received then we would be able to schedule to have it corrected.
  
  The second item Mrs. **** wishes to be corrected is her windows. Two windows are somewhat inoperable, and she is still missing a screen for another window.There are a few that can be lubricated to operate better. Similar scenario once they have been evaluated material may need to be ordered and at that point, we would schedule.
  
  The third item is her master shower once it has been evaluated material may need to be ordered and at that time we will schedule.
  
  The last item is her front door, once it has been evaluated at that point if materials are necessary then we will schedule at that point.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ********
  Warranty Manager, Jacksonville Division
  Richmond American Homes

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a home in ****** by Richmond in 2022. We are currently selling the home and during the inspection they found several floor joists damaged. It is very evident that these joists were installed at the time of the build as we can see paint splatter in there damage areas. We are now stuck trying to file structure warranty through the 3rd party warranty service Richmond provides (***) and are being told this process can take months to a year to resolve. Richmond has said they cannot do anything since Im now under the *** warranty they provided. Meanwhile we are now stuck in an unsellable home because Richmond clearly did poor work on building the house and wont help in the slightest.

  

  Business response

  09/16/2024

  We contacted Brenden directly on 09/16/2024. Our area Director of ********** *************** reached out to him by phone. We have agreed to repair the damaged TJIs.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************
  Director Of ********** South Division
  Richmond American Homes

  Customer response

  09/16/2024

   
  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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get Warranty issues resolved for almost 2 years. I have well over 100 emails back and forth of constantly trying to get ahold of the ******************* who will go months without responding to my emails. I have wanted to speak to leadership and have gotten no response. No one returned my phone call and at one point was told they would no longer communicate through the phone. Richmond has known about these issues and has continued to drag these things out. I have attached my emails showing the attempts to contact the warranty department.

  

  Business response

  09/16/2024

  Dear Accredited Business Resolutions Specialist:
  
  I visited the home at *********************** on Friday 09/13/2024. The flooring contractor was on site at the time removing *** that is being replaced directly through the Manufacturer warranty.
  
  I confirmed, today, with the homeowner and Installer that the *** has been installed so the plumbing can go back in on Wednesday.  While on site I looked at the cabinet issue and determined the cabinets in question cannot be repaired to the homeowners satisfaction.I therefore have requested the three cabinets to be replaced.
  
  The order will take a few weeks to come in then we will schedule the service for the replacements of these 3 cabinets and some round along the extended kitchen area. I believe this will resolve all the remaining items.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***** *****
  Home Care Supervisor, *******
  Richmond American Homes

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to seek your assistance regarding multiple flooding incidents in my home purchased from Richmond American Homes at ********************, ***** ***************************************************************************. I moved in February 2016, and since then, I have experienced several floods.First Flood (April 2016): While on vacation in ******** from April 12th to May 1st, my house flooded. Upon returning, I found a letter from the ********************** explaining they were called for a safety check as my garage door had been open for weeks with water running out. They broke in and found massive flooding. I also received a voice message from Mr. *** *****, the Richmond American ********* Specialist, informing me that he had shut off the water. The builder demolished parts of the ceiling and walls but found nothing wrong, suggesting a weak washer machine hose as the cause. I overheard them discussing that the basin for the washing machine lacked a drain hole, but this was not communicated to me directly.Second Flood (July 15, 2022): I hired a plumber and painter for repairs. The plumber identified a clogged pipe as the cause. Documentation is available upon request.Third Flood (June 12, 2023): I hired Rooter Guard and used my house insurance for restoration. I paid $17,000 to move the laundry to the garage and for diagnostic work. However, I did not move the laundry due to my Degenerative Disk Disease (DDD) and understanding that the pipe had been changed. Documentation is available upon request.Fourth Flood (August 22, 2024): My house flooded again. Service Master Restore is currently mitigating the damage. I finally moved the laundry to the garage and paid $3,000 to Rooter Guard for a second inspection, which confirmed the basin lacked a drain hole, potentially causing the flood.I appreciate your prompt response.

  

  Business response

  09/16/2024

  Dear Accredited Business Resolutions Specialist:
  Thank you for bringing this matter to our attention. We acknowledge the complaint filed by ***********************. However, please be advised that this matter is currently involved in active litigation, and due to the ongoing legal process, we are unable to provide any specific comments or details regarding the claim at this time.
  
  Sincerely,
  Richmond American Homes

  Customer response

  09/16/2024

   
  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

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Close of Escrow my property was 12/21/21. The builder has failed to complete all of its 90 day and year end repairs. ******* continues to drag out fixes and is not fixing the property properly. This December will be 3 years since I have been in home and builder continues to switch its representatives which also drags out all repairs. Builder still needs to replace fascia, complete grout test since builder advised it was soft and did not believe it was done properly, damaged restroom cabinet, grout repair, drywall repair, paint repair, sliding glass door handle is not locking properly and kitchen counter top seem needs repair.

  

  Business response

  09/16/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Mr. ****** ******* and set up a date to walk through warranty items that were in question. We met on-site with Mr. ******* and discussed that we would be addressing these remaining warranty items. We shared with Mr. ******* a schedule for the trades to come out that would fit our customers busy schedule and our trade partners for 9-23-2024 through 10-1-2024. We truly appreciate our customers time and Mr. ******* can contact me by phone or e-mail anytime.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ****
  Director Home Care
  Richmond American Homes

*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. ↩