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:07/19/2024

  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.

  I purchased a house on 4-22-24 under duress. I hired an inspector who found underinsulated areas in the walls but later backpedaled his findings after pressure from Valor who refused to resolve the insulation to my request but rather threatened to sue me for $553,801. The upstairs AC unit has broken 3 times within the past 2 months. Valor does not provide emergency service that they promised. Currently it has been nonworking since Tuesday afternoon. It has been in the upper 90s here in ******* and we are unable to use the upstairs where 4 bedrooms are. Temp upstairs is currently 88. It is written somewhere that HVAC problems are considered emergencies, but Valor has not been handling this in a timely fashion. They had acknowledged the life safety issue and put us up in cheap hotels for the past two nights. Yesterday we were told that parts from the manufacturer were being overnighted and delivered and installed today. However, that did not happen and we have heard nothing about when they plan to fix it or how long we must remain in this unlivable condition. The builder has not provided us any window units or standalone a/c units to borrow. They have implied a lack of compassion for our situation and a lack of expediency in a July heat wave. The first floor HVAC unit is unable to maintain the temperature on the first floor and we are concerned that it will shut down due to overworking. The unit on the first floor has been running constantly and the electric bill is going to be higher because of this. I have had to miss four days of work to sit with the Contractors trying to fix the system. The second time it had broken on 7/14/24, the company sent by warranty was unable to fix the system and made it worse according to the independent company Valor sent next to repair it. They were only able to get the system to run for about 12 hrs which brings us to today's emergency. I currently have three unreturned phone calls to ******************* within the past 3 hours.

  Customer Answer

  Date: 08/01/2024

  I was told yesterday that it was finally resolved after several hours of work. Woke up this morning to find it had gone out again!!!! I don't understand why they just won't fix it!!!

  Customer Answer

  Date: 08/01/2024

  I was told yesterday that it was finally resolved after several hours of work. Woke up this morning to find it had gone out again!!!! I don't understand why they just won't fix it!!!

  

  Business Response

  Date: 08/05/2024

  This complaint should be invalidated because everything that has occurred has been in accordance with the sales contract and warranty guidelines ****************** signed and agreed to. ****************** freely entered into all agreements and had every opportunity to walk away and not purchase a home from Valor Communities. Valor did not threaten to sue ******************. ****************** has also alleged that Valor pressured his inspector into changing his findings. Valor did not hire this third party home inspector nor do we have any influence at all over someone that ****************** chose and hired freely and directly paid for his services. ****************** mentioned the inspector finding under insulated walls but what is fact and can be requested from the municipality that inspected Mr. ******** home is that an insulation inspection was performed and the home passed said inspection. A certificate of occupancy was also issued once all inspections were completed. ****************** has said Valor did not provide emergency service as promised and it is written somewhere. Please provide this proof where it was promised or written. During a homeowners first year workmanship warranty, Valor provides 2 complimentary service dates, scheduled with the homeowner, around the 2 month and 10 month **** after closing. Valor only provides service on those dates unless an emergency. Valor does not have 24/7 emergency service but rather if something qualifies for an emergency, Valor will come out to address it during business hours instead of waiting until the 2 or 10 month service dates. HVAC issues are considered emergencies IF it is below freezing or over 95 degrees outside AND

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22011647
  
  I am rejecting this response because:
  

  My agent ******************************* was informed by *********** that Valor would not allow a mutual release and would pursue legal action for the whole price on the home.  After discussing my home's insulation with *********************, Building Official with the city of *********, I have been informed that my home is under insulated and does not meet the minimum required insulation for the city in all of the places that the home inspector noted on his report. The insulation measurement on the insulation report in the attic of the home is incorrect by approximately 2.5" in every bedroom ceiling. Valor placed a list of contacts for the trades and the builder on the house's breaker panel with numbers to contact in case of emergency. Nowhere does the paper, image of which is attached, state that an emergency would be dealt with during business days only. In the absence of any limited definition of emergency, I the homeowner adhere to the ********* dictionary definition of an Emergency being "an unforeseen combination of circumstances or the resulting state that calls for immediate action." ** times, a response within Business hours could be up to 65 hrs before they respond (for emergencies that begin Friday evening, as ours did), which is certainly not "immediate action." As for the temperature outside, my thermometer said that the temperature was over 95 degrees outside and the inside of my home was over 85 degrees.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/12/2024

  8-12-2024   

  
  

  This complaint should be invalidated because everything that has occurred has been in accordance with the sales contract and warranty guidelines ****************** signed and agreed to. ****************** freely entered into all agreements and had every opportunity to walk away and not purchase a home from Valor Communities. Valor did not threaten to sue ******************. ****************** has also alleged that Valor pressured his inspector into changing his findings. Valor did not hire this third party home inspector nor do we have any influence at all over someone that ****************** chose, hired, and directly paid for services. ****************** mentioned that his inspector found under insulated walls but the insulation in the home passed inspection by the municipality and a certificate of occupancy was issued. ****************** has also stated that Valor did not provide emergency service as promised and it is written somewhere. Please provide proof where it was promised in writing as stated. During a homeowners first year workmanship warranty, Valor provides 2 complimentary service dates, scheduled with the homeowner, around the 2 month and 10 month **** after closing. Valor only provides service on those dates unless an emergency. Valor does not have 24/7 emergency service but rather if something qualifies for an emergency, Valor will come out to address it during business hours instead of waiting until the 2 or 10 month service dates. HVAC issues are considered emergencies IF it is below freezing or over 95 degrees outside AND there is no heat or air conditioning throughout the entire home meaning all HVAC on all floors is non-operational. ****************** has always had air conditioning on his primary floor. This has been verified by 2 different HVAC companies and a Valor Warranty Manager. He did have a warrantable situation and an inconvenience that we greatly regret but not an emergency situation. Valor extended 2 hotel rooms on multiple nights for this inconvenience as a courtesy but not as a requirement or any admission of unsafe or unlivable conditions as ****************** stated. ****************** was informed as such, in the attached email, prior to the first evening in a hotel that Valor supplied it as a courtesy. Valor did not place ****************** and his family in a cheap hotel. He was placed in 2 suites, please see attached receipt showing accommodations and cost along with the warranty booklet exclusions page he agreed to that lodgings/accommodations are excluded and not covered under warranty. ****************** stated Valor did not provide window or portable cooling units but again, this did not qualify as an emergency and Valor provided hotel rooms as a courtesy instead. Valor disputes Mr. ******** timeline and account of events. ********************** received Mr. ******** warranty submission(second floor not cooling) from 2-10 Homebuyers Warranty the morning of June 12 and had his system repaired the same day. ****************** called Valors customer care line on Sunday, July 14 at ******, during non-business hours, and Valor had HVAC technicians at his house between 9 and 10AM the following morning, July 15. The technicians had difficulty solving the issue so Valor called an electrician or the same afternoon and there was no electrical problem found. Valor then called another ************ to diagnose the issue and got Mr. ******** second floor system running around 6PM that same day. This was done the same day we received the warranty request from the warranty administrator and the day after Mr. ******** after hours call. The following day, July 16 at 1PM sharp, ****************** called Valor again to report the second floor stopped cooling again. Valor dispatched an HVAC technician immediately who diagnosed the problem shortly after 4PM. Unfortunately, the parts house closed at 4:00. The following morning, Wednesday, July 17, the HVAC technician called the parts house and was informed that the parts were not in stock and would need to be ordered from the manufacturer. The parts were immediately ordered and overnight delivery paid. The following day, Thursday, July 18, the parts did not arrive via overnight delivery as paid and the package was tracked. The tracking showed delivery scheduled for the following day, Friday, July 19. The parts did arrive on July 19 as scheduled and installed the same day and once again, Mr. ******** second floor system was running. The technician then tested the entire system after it was operational again and found a faulty sensor that needed to be ordered but it did not affect the second floor systems cooling and the system remained operational. After the sensor arrived, an install date was scheduled for Thursday, August 1. The technician installed the sensor as scheduled and found there was still a short in the system. The manufacturer (Lennox), per their manufacturers parts warranty, wanted to continue to replace parts to remedy the issue. Valor, with no prompting from any party, chose to replace Mr. ******** unit outside of the manufacturers warranty terms as a courtesy to ******************. Valor felt there was an internal issue with this particular unit from the manufacturer and did not want to continue to inconvenience Mr. ******* family by throwing parts at it. Valor covered all associated costs and also replaced a line at our expense. The HVAC technician had to cut some drywall to replace the line and the drywall is scheduled to be repaired and painted August 13. Mr. ******** new unit has a new manufacturers parts warranty effective for the date of installation. Valor is uncertain of Mr. ******** claim about missing 4 days of work as he informed us ******************* would be available and he was calling us from work. Per the contract ****************** signed and the warranty he signed and agreed to, a homeowner has to make themselves available during business hours if they request service work. However, Valor strives to schedule all service work when most convenient for the homeowner during business hours. ****************** will frequently call after business hours. He stated he had 3 unreturned phone calls from **** but Valor has roughly 30 documented calls between **** and ******************. Mr. ******** warranty worked as designed and the process followed. Valor promptly reacted to every request ****************** had. We are not sure what more could have been done or how the timeline could have been improved. Unfortunately, this was a rare mechanical issue with the manufacturers equipment. Valor deeply regrets and apologizes for the inconvenience ****************** and his family has experienced and sincerely hopes they can now continue to enjoy their home.

  Customer Answer

  Date: 08/16/2024

  Note to *******************: Attached is the inspector's report; insulation issues are addressed on pages 17-18.
  Complaint: 22011647
  
  I am rejecting this response because:

  Valor Communities has responded in detail and thrown many words and papers at us. From a legal standpoint, they may be secure. From an ethical standpoint, let the buyer beware. We own a 3800 sq ft home, nearly half of which is upstairs. Our air conditioning quit several times over the hot month of July, during days of upper 90s, for up to four days unserviced at a time, and the upstairs was at 95 degrees at times. Four of the home's five bedrooms are upstairs, as well as our 600-volume vintage book collection, which cannot handle extreme temperatures or humidity. It is true that Valor attempted, at their leisure, to fix it. Our air conditioning was serviced seven times, would "work" for about a day, and quit again. Their warranty contractors were completely incompetent so another local company, Air Experts, got involved. Air Experts implied that the problem was faulty wiring, but as of this writing they have refused to give us anything in writing to confirm it because Valor has forbidden them. And Valor has refused to provide any documentation about the issues. After the home's original unit had multiple parts replaced multiple times, and still failed, Valor did indeed buy us a brand new condensing unit, which failed within 24 hours of being installed. At that point the wiring issue became unavoidable, and Valor sent Air Experts to cut out a wire from floor to ceiling in the first floor bedroom and the master bedroom directly above it. After the wire was replaced last Thursday 8/8, there have been no more issues with the air conditioning. It is my opinion that the wiring was to blame the entire time, and that the original upstairs **** unit was not, as Valor claims in their response above, a fault of the **** unit's manufacturer. Because I can get no confirmation from Air Experts or Valor, that opinion cannot be proven beyond the verbal word of the contractor. The fact remains that the air is working now and we are very grateful.
  
  Regarding the emergency component: Valor's insinuation that our problem was somehow less of an issue because the downstairs unit still worked--which had to work overtime due to the vast openness of the entry, stairwell, and bonus room with cutout walls upstairs--doesn't take into account that as a family of six, 4 of our 5 bedrooms were disabled due to the upstairs air being out, intermittently and for days at a time during the month of July, a very hot month. The first story is completely open with only one private bedroom/bath, impractical for a family of six with three teenagers, especially for several nights. As stated above, I have several valuable items upstairs that stood to be severely damaged, and that I certainly would not have moved into the home had I known the upstairs air was not going to work. I highly doubt any employee of Valor would have been content to have their wives, children, pets, & valuables endure what we had to endure as we waited for Valor to respond within their "business hours." We did appreciate Valor putting us up in a couple of hotels for a total of two nights, but there were many nights spent here in the heat waiting for them to fix it as it kept failing and failing (since whatever they did to fix it only lasted a few hours before failing again). As far as their assertion that our emergency was somehow inconvenient to them because it occurred outside of business hours, it is indeed true that our **** unit ceased to work several times outside of business hours. Imagine how inconvenient it was for us to come upstairs in the evenings, about to put our kids to bed, and find our room (where the thermostat is) at 87 deg and climbing. So Valor is indeed correct that they don't feel like helping you if your air quits after their regular business hours. Their own protestations make it abundantly clear that their buyers, who make these massive new-build neighborhoods possible in an ever-downturning economy, do not matter to them if they dare to have an **** unit quit OUTSIDE OF VALOR'S REGULAR BUSINESS HOURS. Let the buyer beware.
  
  I believe Valor Communities itself has taken an undisputable tack. They could have used much fewer words and far less snark to make their points. As I said above, from a legal and paperwork perspective, they are covered and we, the buyers, are screwed. They could have expressed themselves so much more succinctly and professionally, and I am amazed that they haven't. Their emotional, off-the-cuff responses have blindsided me. I wrote emotionally because we have been extremely inconvenienced, feel betrayed by these builders we dared to trust, and honestly have suffered--I don't know how others in the South feel, but a home with internal temps of 90s for days on end is unbearable. We have been genuinely suffering to have our **** unit quitting intermittently throughout July in the **********. Valor is a huge company; millionaires...the 1%. They are the Have's. Their buyers are the Have Not's. Buyers such as us, who poured every ***** into the purchase of a new home, because we had only ever purchased older homes that needed much work in the past and were hoping to avoid that with this purchase. Boy, were we wrong.
  
  The only reason we included it in our initial complaint was that at that point the faulty wall wiring had not been determined, and as homeowners new to AL we were scrambling to understand why our upstairs unit only kept failing, and we wondered if it was being overworked due to improper amounts of insulation. So that the BBB and the reader are aware, we have continued looking into our insulation coverage through the City of *********, and they have confirmed that it is lacking and will need supplementation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/24/2023

  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 asked Valor Communities over, over and over again to come out and repair my air conditioning unit. It is still under warranty. There is a constant noise that has been going on for six months along with an air circulation issue. I keep getting the run around or patch work. They dont want to do the work that is required because of not watching the people they contract with that put the units in. This is beyond ridiculous to have to constantly put in warranty request for something that should have been repaired at this point.

  

  Business Response

  Date: 02/02/2023

  We understand that this can be frustrating as a homeowner and we have sent the vendor out at least 4 times to test the unit. According to the vendor they have not been able to detect an issue, the unit is working and it is making normal sounds for a heat pump. We are having another heating and air technician along with Valor representatives to go back out and test it again next week to determine if there is any issue that is warrantable. The company has called the homeowner to schedule the appointment, but to our knowledge they didn't reach them today and left a voicemail. In reference to the air circulation issue in the complaint, a warranty claim was filed in the past due to too much airflow in certain rooms and this work was completed by the vendor and signed off on by the homeowner (paperwork is attached).

  Thank you,
  Valor Communities

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  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.

  I purchased a Valor home and it has been a nightmare so far.1) The laundry drain was clogged and backed on the day I moved in.2) They replaced the mirrors in the bathrooms and damaged the walls, but didn't repaint or fixed the old holes 3) The drywall around the sink and bathroom is crumbling and they haven't fixed it ( it was like this before i moved in).4) Rust is forming in the shower due to missing grout 5) They did not complete repairs listed on sales addendum but still tried to get me to sign off on addendum. I haven't been able to reach anyone to get the matter resolved.6) They repaired the floor and damaged the wall and trim but didnt fix trim or repaint.7) 2 doors will not close *********** is very unresponsive to emails and you cant get anyone on the phone.

  

  Business Response

  Date: 12/08/2022

  This homeowner closed on a Friday, when we found out about the clogged drain on Monday we scheduled & fixed the issue. The bathroom mirrors were replaced due to faulty coating and when we were notified of the damage caused by the removal and reinstall we repaired it on 12/5 along with the drywall around the sink. Our on-site builder was not aware of the grout & rust but since he sees the homeowner frequently he is going to follow up with them.

  Thank you,

  Valor Communities

  Customer Answer

  Date: 12/15/2022

   
  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:11/17/2022

  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.

  This was new construction in ************************************ the report was about the flooring. It made noise when you walk. I was told by 2 employees of Builder that it is normal in time it will settle nothing to worry about. I was lied to In tears the floor is coming apart in one area and the floor still make noise in all areas of the home. Again in one area it is lifting up. In the past I had mention about a piece missing on my fence it was a nightmare getting Valor to replace the piece. They replace it with a piece that don't fit do of course it blew off now I am missing a piece off my fence The back door trim looks so bad. I was told they use only one coat of paint I assuming that *** is cutting my lawn their machine is causing damage to my door They sent someone to fill the crack in the crown moulding he did a horrible job it looks bad. Back to my floor the Builder lied to me about the floor in 2021. I am scare to clean my floor that contain water I rarely mop my floor I usually just sweep months can go by before mopping. They should be accountable for the repair being that they knew that the floor installation was badly done. There are several homeowners that are so disappointed with Valor Community even the *** is disgusted with them not cooperating refusing to do what is right. It is a nightmare with this Builder To take advantage of us by lying costing us out of pocket expense to repair or replace what they did wrong and refusing to correct their poor workmanship The runaround we get from the Builder They should be accountable now the floor is lifting up coming apart scare to walk in that area thank you BBB I have had more problems with new construction less problem with resale

  

  Business Response

  Date: 12/07/2022

  This homeowner closed on their home in March of 2021. They walked the home two times with the builder prior to closing where they signed paperwork acknowledging the terms of the warranty and had several warranty appointments that they signed off on within the one year warranty period. On November 6th, 2022 they filed a warranty claim but that was 8 months past the end of their warranty period. 

  Thank you,

  Valor Communities

• Initial Complaint

  Date:10/24/2022

  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 have multiple repairs that were supposed to be completed and have not been. We are now waiting on the concrete on the back and front porches to be fixed so they don't hold water. We are also waiting on a windowsill in the master that was never delivered after needing to replace the whole wall. Additionally, we were promised two replacement doors and have not received them. We continually get the run around and blown off after promises that things will be better. We are still missing siding on the front of our house around our master window from when the window had to be replaced (12 months after a leak was reported).

  

  Business Response

  Date: 12/08/2022

  12-8-2022 

  We had been working with this homeowner to resolve the issues that they stated in their complaint. We had confirmed an appointment with them to meet at the home, but after an hour of them not showing up some new people pulled into the driveway. It was the new owners, so the Odonnells no longer live at this address so I would assume that would close out this complaint. 

  
  Thank you,
  

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

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

  Director of Sales & Marketing