Complaints

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:03/27/2025

  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 purchased my house in June of 2022. I am almost 3 years in and there are several issues that were never fixed/responded to and or were built incorrectly during the process of the build. All of the calls and emails were made during year 1 when the warranty was still in effect up until June of 2023. Pictures were sent and emails along with voicemails. Between continuous calls and having to leave multiple messages about the issues not being fixed and or answered and promises of everything being in processes or fixed nothing was done. Legacy home ****************************************************** Phone: ************** ~ Major crack in the ceiling in my upstairs living area. Left several messages about this and no response.~ Legacy put on the punch list that they would come and fix all the nails that were showing due to the house settling never came to do after several messages left. ~Bathroom tile in my 2nd bathroom downstairs still has a crack within the grout that goes under the toilet. They came and only resealed the toilet and said he can do nothing else to help. Continued to email and call about this issue.~Master bathroom tile is cracked for a second time in the same place.~Master bathroom shower was not sealed properly and now I have mold in the corners and around the drain. The drain is sealed at all either. ~The faucet handle in the master shower is extremely loose.~The shower door is not even and was not measured right. I was told that was normal and it is truly not supposed to be like that.~Kitchen sink faucet not sealed and water leaks around the faucet onto the island.

  

  Business Response

  Date: 04/03/2025

  Upon review of the homeowners concerns, it appears that some of the items mentioned were not previously submitted to 2-10 Homebuyers Warranty in writing. However, the ceiling crack and grout crack in the secondary bathroom were properly documented and submitted.

  
  Legacy Homes is committed to providing quality service and addressing homeowner concerns in a timely manner. An assessment has been scheduled with the homeowner for April 8th to review all reported items, including those not previously submitted, to determine the appropriate course of action for potential repairs.

  
  We appreciate the opportunity to resolve this matter and remain dedicated to ensuring customer satisfaction.

• Initial Complaint

  Date:01/28/2025

  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.

  199days ago is when we put in our warranty claim with Legacy Homes. As of January 26th, I am still waiting for resolution. Despite multiple reassurances from Legacy Homes, my warranty claims have not been honored, and the lack of communication has been unacceptable. At this point we have been living with these issues since July of 2023 and as of almost February 2025 we are no closer to having them resolved. We are seeking the following actions from Legacy Homes, ********, and *****:-A comprehensive and immediate resolution to all outstanding warranty issues -A clear and reasonable timeline for the completion of all necessary repairs.-Improved communication from Legacy Homes, including regular updates and direct contact with the person who submitted the warranty claim (myself).2000 characters is laughable for this situation so a full description has been attached below labeled "legacy coplaint"

  

  Business Response

  Date: 02/11/2025

  Hi, 

  I have done an in person visit with Ms. ***** and believe we have a good path forward for resolution. 

   

  Sincerely,

  ********

• Initial Complaint

  Date:01/06/2025

  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 moved in to new construction home build with Legacy Homes on 03/***** and my realtor informed the Builder of the concerns of the outside drainage issues- inadequate slope and grading of the property during our final walkthrough.The builder advised for me to wait approximately 6 months to allow the ground to settle so that when it rained, the ground would drain appropriately. I submitted a warranty request on 10/04/24 for outside drainage issues- inadequate slope and grading of the property. My property has visible water pooling around the foundation, causing damage to the structure due to excess moisture, erosion of the soil around the house, compromised plant and lawn life, and mosquito breeding, in addition to aesthetic issues. The builder has promised to sent a landscaper in writing out to address these concerns on 10/06/24. I had to submit repeated follow up emails where the builder promised to send a landscaper out to rectify the problem. They stated the reason for the delay was a change in administrative staff, holidays, etc. My neighbor has also complained per the email exchange, however they have refused to even come out to fix either mine or my neighbors issues or at the very least, attempt resolution as of the time of this submission. It has been over 2 months and nothing has been ******* a result of Legacy failing to honor their warranty as promised, it has decreased the value of my home for the reasons stated above.

  

  Business Response

  Date: 01/17/2025

  Hello,

  I apologize for the delay in resolving the drainage issues. We did go on 1/9/2025 and add french drains and new sod to correct the issues and this has been resolved.

• Initial Complaint

  Date:11/05/2024

  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.

  Legacy has a very nice sales *** but past that point it has been like pulling teeth with the issues. My current issue: warranty. We were told how great the warranty was moving in but now every time we need to use it, there's a waiting game. We were told it can take them 3 weeks to even address an issue. Our garbage disposal stopped working & we were told they knew there was a fault ************ must be included. Which is crazy because they also told us they knew there was a faulty batch of smoke detectors when ours broke. To KNOW that something is faulty & not fix it before you sell a home to a family is crazy. That faulty smoke detector could have been a tragedy waiting to happen. As for our disposal we are now being ignored when trying to call & never get a return. They sent a plumber last week who was here 5 mins & said we need an electrician. Now we are playing the wait game while my kitchen sink won't drain, smells awful, has drain flies & backs up when we try to wash dishes in the dishwasher. We have a large family and it is making it to the point we have to eat out because I can't clean dishes to cook!

  

  Business Response

  Date: 11/18/2024

  We have been working with Ms. ***** to get her taken care of and believe we have this resolved.

• Initial Complaint

  Date:10/22/2024

  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.

  Not fulfilling warranty requests despite them promising a 1 year warranty. We have open claims from 2 years ago and things requests are causing problems. ******** ******* (the warranty manager keeps promising somebody to come out and nobody shows up)

  

  Business Response

  Date: 10/22/2024

  I did have a trade partner that did not show up and sincerely apologize. I just emailed Ms. ******* in hopes of rescheduling at her convenience.

• Initial Complaint

  Date:05/20/2024

  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.

  Since we closed on our house in July of 2020 (yes 4 years ago). We have had a constant flooding in our backyard due to improper drainage/slopping. I have several emails (which I saved) with evidence that the warranty company is giving us a run around. At the 3 year ***** a technician finally came out to visual inspect the claim we have, this is after sending numerous emails with photos. The technician stated our yard needed to be regraded. After that it was, oh the landscaping team has to wait until the spring, or they are busy with new builds. In August of 2023 I received an email asking if the work was completed, I email back no it has not. Now we get no communication anytime I email them. DO NOT USE LEGACY, they do not honor their warranty, or stand behind their word.

  

  Business Response

  Date: 05/31/2024

  Legacy Homes representatives met onsite with ************* and the landscaper and have a plan to reconcile their drainage concerns. We plan to have this completed within the next two weeks.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21726342
  
  I am rejecting this response because:
  Nothing has actually been done yet to rectify the issue. It has all been talks so far. When the issue is resolved, only then will I accept the resolution that has been discussed.
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/13/2024

  Drains have been installed to help with the water draining issues. New sod should be installed in the areas needed this week pending sod delivery for the landscaper. At the latest it should be complete next week.

• Initial Complaint

  Date:10/16/2023

  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 submitted my one-year warranty request to Legacy on several occasions some of the requests Legacy stated that they would not fix even though it is the result of poor craftsmanship. The one thing that they agreed to fix I have reached out numerous times and each time they stated that they would reach out to the contractor to fix the crack in my bathroom floor to contact me. It has now been a month and still no one has contacted me and the crack is constantly spreading. I have been putting in warranty requests since I closed on my house and each time it takes constant follow-*** and complaints to get someone to come out. This is bad business and it didn't take legacy this long to cash the big check they got from me purchasing a home from them.

  

  Business Response

  Date: 10/24/2023

  Legacy Homes followed up with the flooring subcontractor and an appointment has been scheduled for October 25th. Legacy Homes will send a representative to attend the flooring repair appointment. 

• Initial Complaint

  Date:09/22/2023

  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 Legacy Home in 4/2022. Our contract included a one year period in which any warranty issues would be addressed by Legacy. We filed numerous items for the one year warranty repair appointment. First, they did not schedule a timely repair. We had to request numerous times to have the appointment scheduled. Finally, when they did show up, they only fixed nail pops. Although they painted over a crack in the ceiling, the crack required to be taped and mudded in order to be fixed properly. Additionally, there were numerous other items which they did not attempt to fix because they didnt schedule anyone to fix it (cracked toilet, mortar for entry step, cabinet door replacement, etc.). We had a spot in the floor that gave way and the legacy folks kept saying it was not an issue. We had a flooring expert come out and told us the floor joists were put in the wrong way (I.e. structural issue). We went back and forth with Legacy who finally realized there was an issue and they just tried to patch it. It is definitely not perfect but they at least fixed the floor to the best point they could. However, in order to fix the floor they had to pull up the flooring and when they guys were replacing it, they broke several pieces of trim. They were supposed to come back to finish the trim and clean up and it has been three weeks and no one will return my call I have called and left messages, emailed, texted and my husband has called. They also missed several several nail pops and still need to fix the ceiling and replace the cabinet doors, which they stated are not covered, but the cabinets have a line across the front of them that should not be there. It was spotted in our walkthough and we were told we could add that to the warranty items, which we did. There is a post in our neighborhood site with someone asking if a lawyer has been contacted because of the lack of response from Legacy. Many have commented they are dealing with the same situation.

  

  Business Response

  Date: 09/22/2023

  Legacy Homes has reached out to the homeowner to setup an appointment to assess the trim damage so the correct amount of material is ordered. Once the assessment is completed, the painters will be scheduled to install, prep and paint the new trim material and address any nail pops. 

• Initial Complaint

  Date:09/12/2023

  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.

  We closed on our home in Oct 2022. The lot we are on is next to a common area which looks terrible. Just rocks & dirty. & looks like Legacy has no intentions of making this look better. Which then makes our home look bad. Biggest issue is we filed a warrant complaint regarding the drainage situation between our home & the neighbors. Due to the large amount of water that runs through, brings we are on a hill, is now causing the ground to *****. Forming large holes. I tried to speak to the realtor at our model home via email. He never replied. So thats when we went with the warranty complaint. We cant move forward with a fence until the drainage is addressed.

  

  Business Response

  Date: 09/22/2023

  Legacy Homes has assessed the homeowner's concern with a landscaper. Legacy Homes has started the repair process to address the erosion and weather permitting this should be completed in the next 3 weeks. 

• Initial Complaint

  Date:08/15/2023

  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 don't even know where to begin with the complaints that I have. I brought the home in December 2021 yes I said December 2021 and not one warranty issue has been addressed. I have sent in emails every week, and pictures over 15 times, and could not tell you how many phone calls, and now you can t even leave a message. No one will call you back, this is beyond ridiculous. There has to be something that we can do as the homeowner to get the stuff fixed. They are building new homes but can't take care of the ones that were bought. Almost coming ** in two years, I have placed over 20 warranty items since we purchased the home all within the first year. Totally unexpected and unprofessional.

  

  Business Response

  Date: 08/18/2023

  Legacy Homes has reached out to the homeowner requesting availability to assess any open warranty claims 

  Customer Answer

  Date: 08/28/2023

  Good Morning, yes Legacy has reached out to me but warranty issues are still not fixed. 

  

  Business Response

  Date: 08/29/2023

  Legacy Homes has reached out to the homeowner requesting availability to assess any open warranty claims