ComplaintsforValor Communities

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Initial Complaint
01/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
11/28/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
11/17/2022
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
10/24/2022
Complaint Type:
Service or Repair Issues
Status:
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.
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
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

Initial Complaint

09/20/2022

Complaint Type:: Service or Repair Issues
Status:: 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.

I am writing to file a complaint against Valor Communities, *************************************************************************** phone number ************. I purchased a home from Valor in June of last year and was promised multiple times that several items would be corrected. Rather than fix the items as promised on multiple occasions by multiple employees, Valor has failed to follow through. Items Valor Communities promised to correct, but are now refusing to and are not returning emails or voice mails.1.Painting master bathroom vanity so that all three sections are the same color.2.Replacing both secondary bathroom sinks that were damaged during construction.3.Fixing the leak at the base of the kitchen faucet.4.Door to master bedroom not installed plumb and square and will not latch.5.Correcting and finishing the opening between the entrance foyer and the living room.Please see uploaded Word Document for full documentation which includes dates of multiple contacts promising to correct the issues plus pictures of foyer opening that wasn't framed correctly or completed.Thank you for your help.

Business response

09/20/2022

We will have construction and warranty follow up with this homeowner so that we can complete any items that the homeowner listed on their addendum at time of closing and what has been accepted by **** home warranty as warrantable.

Thank you,

Valor Communities

Customer response

09/21/2022

Complaint: 18047625

I am rejecting this response because:

Valors response is the same one I have heard for over a year now, yet they have not followed through on their commitments. All of this was turned into **** and **** stated these items were the responsibility of Valor. Again, here is the list of items Valor made a commitment to correct but have not done so.
1. Repaint master bath vanity to make it a single shade of the standard grey (listed on the pre-closing document).
2. Replace the secondary bathroom sinks that were damaged during construction (not listed on the pre-closing list because the damage was intentionally covered by spackling to hide the defects and the damage was not visible until ********* were cleaned the day after closing.)
3. Fixing the leaking kitchen faucet.The leak started after moving into the home, but is a covered warranty item that was reported to ****.
4. Master bedroom door was not hung per warranty specifications and will not latch.The door and frame were not hung level or plum during construction.Efforts to shim the door have failed due to how out of level the door was installed and can only be corrected by rehanging the door and frame.Not discovered until after closing, but is supposed to be a covered warranty item per Valors warranty documents.This was turned into ****.
5. Correcting and finishing the opening between the entrance foyer and the living room.Valor accepted responsibility for reframing and finishing the foyer opening to meet code and original plan specs, but unfortunately the employee sent to widen the opening lacked the tools and skills to do the job properly nor was the work completed. The work needs to be redone so the opening is plum and square plus all of the trim completed.Valor has left the opening in an unsightly condition and failed to complete the job in a timely manner.
Several issues were not discovered prior to closing because cleaners didn't show up until during the final walk through plus workers were in the house finishing wall and paint touchups making it impossible to catch everything. Due to this, at the time, Valor stated that if anything was discovered after closing not to worry, they would take care of it. I put my trust in Valor and now it appears that trust was misplaced. All I am asking for is for Valor to follow through on their commitments and finish correcting these five outstanding items.

Sincerely,

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

Customer response

10/04/2022

*****:

BBB complaint ID ********. Valor Communities has not made the repairs to my home as promised. Nor has Valor Communities has contacted me in order to schedule repairs. Thank you for your help.

Sincerely,

*************************
125 ***************
**********, ** 35761

Business response

12/09/2022

12-9-2022

- We are going to paint to paint the bathroom vanity as the requested, which was on his addendum. We will also replace the two bathroom counter tops as a courtesy even though it is not warrantable and wasnt on the addendum.

- The remainder of the items were not *********** addendum nor are they warrantable per the contract signed by the homeowner.

Initial Complaint

09/15/2022

Complaint Type:: Service or Repair Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

My husband and I have lived in the ******************* for over a year now and still have parts of our home unfinished. We submitted a warranty claim about leaking windows in Aug 2021. In may 2022 they FINALLY identified the back window leaks cause. It was that a siding cap on the brick of our house had somehow been missed in the construction. They said it will take a week to fix, now here we are, in Sept 2022 and it still isn't fixed.

Business response

09/20/2022

We had a member of our warranty department visit this home last week, which had been scheduled prior to this complaint being filed. This issue has been scheduled to be repaired this week.

Thank you,

Valor Communities

Customer response

09/21/2022

Complaint: 18030309

I am rejecting this response because:

This complaint will not go away until the problems are fixed. We have been receiving promises for over a year, and they are no longer good enough. We do not even know when the fixes are scheduled for this week, nor have the people who were supposed to call and meet us about the concrete and flooring issues contacted us.

Sincerely,

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

Customer response

10/05/2022

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.

This is for the leaking windows. I will open a new one for the other items.

Sincerely,

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

Initial Complaint

09/12/2022

Complaint Type:: Service or Repair Issues
Status:: 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.

We bought house from Valor and moved in around May 2021. While we moved in, there are few tiny issues with house but the builder was promise they will fixed them even after we close and move in. We are the first time house buyer so we really didnt any thing about buying a new house but we do trust Valor since I saw they are building new houses in multiple location around my city. However, the builder disappointed me and my family and the issues they got are more than just what we saw. First, they had a broken door installed in our guest room. While the builder promise they will replace the door for us after we close, however, they never did. They sent one guy to replace door one time but the guy was bring a new door with wrong size. The guy then left and leave the door uninstalled in my guest room, and now the door still broken in there for over a year. While Valor doesnt keep their promise, i also found a few thing regard to the quality they build as well. The mirror in master room was almost drop one time, and when i take the mirror out, i found the mirror was not installed properly. The head of drain on master bath pop out in few day after use, leave my pregnant wife in danger when shower; the floor on second floor also got loose after only no more than one year of use and you can feel the wood piece got loose. The kitchen sink doesnt tight up in right way and caused water leak twice, and the dishwasher doesnt installed properly and broke the nearby cabinets. We was submitted most of issues above to the home warranty that Valor provided but none of them got resolved. We just got our first born in this house and we really want we can all enjoy our first home from Valor. But with the new issues keep come out we afraid we might not be able to enjoy it as we want.

Business response

09/20/2022

We will have construction and warranty follow up with this homeowner so that we can complete the items that the homeowner had listed on their addendum at time of closing and what has been accepted by **** home warranty as warrantable items.

Thank you,

Valor Communities

Initial Complaint

08/15/2022

Complaint Type:: Service or Repair Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

I purchased a home from Valor Communities - Legacy Springs 12/29/2022. I have reached out to the home warranty several times regarding things that wasn’t installed (knobs on cabinets throughout the house), the covering of the microwave is broken, there’s a slope in my backyard that continues to wash away every time it rains and claims have been denied. I have reached out to the builder and the builder warranty guy that is local. Every time I reach out I’m been told the same thing (the guy will be coming out to install the knobs and fix the microwave as well as they aren’t responsible for my backyard being damaged every time it rains the developers are). Now my hot water in my kitchen doesn’t work. This has also been reported and no one has reached out or contacted me. I am still within my 1 year warranty and it is my fear that they are waiting until month 12 so they can say it’s past my warranty. My knobs were included in my contract but never installed. The microwave cover had to be repaired during my initial walkthrough and the slope was suppose to be taken care of. They had a company to come out and they did nothing but tear up my sod in my backyard which is still messed up. I was told that the landscaping coming was having issues but will have it replaced. Still nothing. I am tired of been given the run around. The next step I will be taken them to court.

Bureau response

09/16/2022

Please see the attached homeowner walkthrough and addendum. Any issues that are not notated on the addendum by the homeowner during the walkthrough, must be submitted to 2-10 Home Buyers Warranty for processing and will be applied to the guidelines that were agreed upon. Per the contract the homeowner signed, the warranty was reviewed and accepted. The only item the homeowner placed on her addendum was for a squeak in the floor. The homeowner signed accepting the landscaping and does not have a warrantable drainage issue within 10 feet of the home where standing water exists 48 hours after a rain. HVAC condensation is not a covered item. Appliances are excluded but do come with a manufacturer’s warranty. Valor offers 2 complimentary warranty services during the first year of ownership. Please see the attached 2 month service with the homeowner’s initials and signatures along with the 2-10 determination for coverage for each item submitted. All warrantable items have been completed. Any warranty issues submitted after the 2 month service will be deferred to the end of year service unless an emergency arises. Valor has explained the warranty protocol to the homeowner again. The homeowner states she has no hot water and that no one has contacted her. Valor did contact the homeowner and found that the homeowner pushed the faucet handle up to turn on the water but did not realize that it also needed to be pushed to the side to get hot water. There was no plumbing or hot water issue. We will work with the homeowner to address her concerns on issues that are not warrantable or on her signed addendum.

Customer response

09/16/2022

I have reviewed the response made by the business in reference to complaint ID 17712098, and find that this resolution is satisfactory to me.

Initial Complaint

07/26/2022

Complaint Type:: Service or Repair Issues
Status:: 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.

We need our home evaluated for a possible water leak. Our usage went from 1438 to 15843 in one month. Our water company provided an hourly usage report that indicates that we have a leak somewhere in our home. I have filed multiple warranty requests. Spoken with **** in the warranty department with Valor Homes. He does not answer the phone or return Voicemails. I have had to call him from different phone numbers to get him to answer my calls. He also told me that our warranty company denied the claim to evaluate for a leak and there was nothing Valor could do. The warranty company stated that the builder marked our claim excluded which means they won’t attempt to fix it. We have been asked to continue to wait and see what happens, in the meantime we are being asked to pay $400.00 bills for two adults. 7/3: Entered warranty req. to evaluate home for a leak due to a high water bill. 7/5: Sent a second request. No response received. 7/6: Left VM for ****. No called received 7/7: Called **** back. Emailed him usage report from water company. Said he will escalate to manager. Received call later in the day from **** asked to ensure a new claim so they can send someone out to evaluate. 7/11: No response or communication received. I entered a follow up warranty claim. 7/13:Left VM for ****. No call received. 7/14. Called **** back. States he will escalate to supervisor and get back with me by the end of the day. 7/15: My husband left a VM for ****. No call received 7/18: Left VM for **** no call received. 7/19: Left VM for **** no call received. 7/29: Called **** from my cellphone he didn’t answer. Called right back from one of my office phone. He answers!!! This is when I was told that the warranty company denied our claim and there is nothing Valor can do but follow their guidelines. I spoke with our warranty rep who stated that the claim was marked excluded by the builder. It was documented on there end that we have a leak from any pipe.

Business response

08/26/2022

Per the contract the homeowner signed agreeing to the use and guidelines of her home warranty, the leak claim was properly evaluated. Her request to have a third party do sonar/ultrasonic leak detection at an extra expense is not warrantable. A licensed plumber was dispatched and tested all of the drains and fixtures within the home. The plumber made sure all fixtures were off and inspected the meter. The meter was not spinning so no leak existed. The plumber then added dye to all toilet tanks and no dye ran into any of the bowls so no toilets were running. The plumber then proceeded to shut off the main and checked the meter. He found the meter was not spinning so no leak exists between the house and meter. The homeowner supplied a usage report and bill from the utility and it states no leak is present. The report also states “intermittent” which indicates the usage is up and down and does not represent a constant leak. The warranty administrator excluded her leak claims. If the homeowner has a new leak in the future then she can submit another claim as the home is still under warranty. Please see attached the plumber’s invoice and all other documentation supporting this. Thank you.

Initial Complaint

06/15/2022

Complaint Type:: Service or Repair Issues
Status:: 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.

Issue 1: House Structural Issue Issue 2: House cleaning and 1st Water Bill Issue 3: Common Area Maintenance Issue 4: Inadequate Insulation in Master Bathroom Issue 5: Window Alignment Issue 6: Subpar and Incomplete 10-month Warranty Work Please see the attached Valor Issues BBB PDF for more information The attached Issue pdfs are emails sent back and forth If more information is required please let me know where to upload.

Business response

07/09/2022

Valor Communities has discussed in detail with Mr. ****** all of the issues submitted to the BBB. The structural claim process has been explained to the homeowner and he understands he has a 10 year structural warranty through the warranty insurer and not Valor. The homeowner has agreed to submit a structural claim form with the provider to begin the investigation process. Valor has agreed to reimburse the homeowner for their first water bill and will provide another home cleaning. The common area referenced has been bush hogged and no other maintenance is required per the contract. The insulation in the home passed municipal inspection and we have reviewed pictures of the insulation taken during construction and the issue is not warrantable. However, Valor has agreed to further inspect the issue out of an abundance of caution. The window alignment issue is not warrantable and the homeowner has been made aware. The windows are required to be leak free, operate correctly, and lock/unlock. Cosmetic issues are not warrantable defects and are the homeowner’s responsibility once they take possession. Lastly regarding the 10 month warranty, Valor has agreed to perform another complimentary 10 month service to revisit warrantable items the homeowner is dissatisfied with and discuss looking at some of the issues the warranty insurer excluded. This service has already been scheduled with the homeowner for July 27. Thank you for your patience.

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