Complaints

This profile includes complaints for Ashton Woods Homes - Arizona's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashton Woods Homes - Arizona

  15333 N Pima Rd Ste 205 Scottsdale, AZ 85260-2653

• 

  Ashton Woods Homes - Arizona

  8655 E Via De Ventura Ste F250 Scottsdale, AZ 85258-3598

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:07/22/2024

  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.

  We are in a new build built by Ashton Woods. There has been many ongoing issues since before we moved in. Before closing we were told the issues we were seeing with the tile floor/grout was dust and they promised if we signed to close, the other issues with drywall and such would be fixed by the end of the week. Here we are 5 months and 1 week since closing and we are having on going issues still not fixed from the initial conversation before closing. We were unable to move into our home until March 21 even though we closed February 15th. Now we have multiple trades in and out but nothing ever gets fixed. Our warranty rep says one thing but then says we never talked about that or will say that a trade never agreed to something even though my husband and I were standing right there and they told us exactly what they would be doing. We have crooked walls, warped walls, our baseboards in multiple areas are off the walls, doors with significant damage, water damage from a damaged dishwasher they installed, damage to shower surrounds, shower floors, bathroom counter tops, awful caulking, kitchen cabinets, most of our doors, uneven window framing, damage to framing, uneven tiles, they installed out front door crooked, someone hit our front pillar with a hammer so that has damage, the front door area that they dry packed is cracking, the deco drain is turning brown and isn't even 6 months old, baseboards operating at every joint and bow and out garage leaks water into it when it rains. Our faucets handles are loose, and the faucets leak. They didn't install a positive slope on the water heater. They did a colored grout seal to fix the significant grout issues however there are still grout holes, the grout is very uneven and they missed a few spots when grout sealing. We have crooked cut tile and areas where tile significantly dips or doesn't even reach all the way to the baseboard or the front door. That is just the surface of the issues we are having with this builder.

  Business Response

  Date: 07/26/2024

  Hi ****** -  It is our understanding that you have spoken to our team regarding your warranty concerns. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you as your various repairs and replacements are completed. Thank you!  

• Initial Complaint

  Date:10/03/2023

  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.

  incorrect sealing of duck work allowing insulation to be drawn into the house causing health issues/concerns worked with AWs reps for MONTHS and they never took it seriously.they sent in their "experts" several times no resolution.I called in a separate expert and he located it immediately and could correct it within 3 days....I scheduled it and now want reimbursed.see attached for details

  Business Response

  Date: 10/11/2023

  Hi there - We apologize for any confusion from our previous response. While there are some items from the inspection we offered to complete through our warranty, we have a record of your decision to move forward with said third-party vendor. Our team informed you in writing that Ashton Woods will not authorize the reimbursement of a third-party vendor to complete your requested warranty repairs. We appreciate your understanding at this time. Thank you!

  Customer Answer

  Date: 10/18/2023

  Please see the attachment I just submitted

  Business Response

  Date: 10/24/2023

  Hi there - We wanted to confirm again that while there are some items from the inspection we offered to complete through our warranty, we have a record of your decision to move forward with said third-party vendor. Our team informed you in writing that Ashton Woods will not authorize the reimbursement of a third-party vendor to complete your requested warranty repairs. We appreciate your understanding at this time. Thank you!

  Customer Answer

  Date: 10/31/2023

  AW had almost 5 months to correct this issue, they failed. They sent in their expert who failed to identify the issue. This is a health issue so we need to resolve ASAP once identified. As well as I have in writing to get a 3rd party to give an estimate and they would reimburse me.  I asked what was reasonable since I have no experience with this and they as usual never replied.

  they only replied once I provided the estimate. Saying it was to high. Really? 

  AW do the right thing and pay me, I know you have removed several of your AW employees that were responsible for building our house because of poor performance. This is all part of that larger issue you had, but appear to have taken action to correct. Face the fact this was caused by poor oversight, failure of your expert to identify the issue and failure of your people to take our concern seriously.

  thank you

• Initial Complaint

  Date:09/15/2023

  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.

  Our home have been having issues with the air conditioner since day one. We bought a brand new home from Asthon Woods in May last year (First conversations attached in pictures). The ** blew up the very same day. Ever since that day we were having high temperatures inside the house and the ** is not keeping up. Their warranty states the house must hold a 73 degree temperature inside withouth an issue, which up to this day is hard. On July 19 we reached out via text to one of the warranty department employees giving him the heads up and requesting help for our ** unit. The temperature inside was 78 and the thermostat was set to 73 (Picture attached). There was no response that day. Then on July 22 the temperature reached 90 inside the house, this as you may know is a life threating situation in AZ, I have 2 kids, one of them is 3 and the other one is 1 year. It was Saturday and normally any ** situation with the warranty department takes up to 2 weeks to set up, I had to take a technician at 7 pm on Saturday to fixt the unit they couldn't fix. I've had technicians 3 times already (From the builder) and none of them fixed the issue. Right now my ** is running great after that day. I sent the invoice attached to Asthon Woods and yesterday 09/14 after 2 months they declined my reimbursement. I honestly dont have the money to pay 400 USD, for our family is way to much, they (Builder) claim 2 year warranty on installation and the unit, but up to this day its been lies and excuses and voiding my payment. The warranty personnel have a great customer service, I dont have anything against them, but seems like the higher *** are just creating deviations and avoiding responsibilities. Thanks for your time.

  Business Response

  Date: 09/21/2023

  Hi there -  It is our understanding that our team has spoken with you regarding your concerns, advising you that we do not reimburse for third party work done on your home. For all warranty concerns, you will need to contact your local contacts and submit a warranty ticket. In the event of an emergency, we have a number available to reach our team after normal business hours. Thank you! 

• Initial Complaint

  Date:08/01/2023

  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.

  In June of 2022 we submitted a request for soft grout to be repaired on our 1st floor as our 1 year repair requested were due 7/9/22.It is now over 1 year later and we have had 4 people inspect our grout with no answer of how it will be repaired, only that yet a other inspection is needed. This last request for us to accommodate another inspection was made 3/29/23 with our warranty contact telling us that she will get back to us with the availability of the supervisor. Its been 3 months and we havent heard anything. To make matters worse, the wrong grout color was initially installed in our floors before we moved in so the builder dyed them and sealed them. Now we have sealant peeling up everywhere in addition to missing grout showing the darker grout color that was originally installed. We even have grout disappearing from tiles that have always been under an area rug so theres no traffic directly in contact with the grout. Im not sure how you can argue that we dont have a grout problem. Ive expressed my extreme frustration with ***********************, our contact, several times over the last year, yet here we are over a year later with no resolution in sight.

  Business Response

  Date: 08/08/2023

  Please know that we strive for nothing less than exceptional service and apologize for the miscommunication regarding ************. It is our understanding that you have spoken to our local team and have now confirmed the dates of your upcoming repairs. If you have any additional concerns or questions, please reach out to the local team as they are best positioned to assist you. Thank you!   

• Initial Complaint

  Date:04/11/2023

  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.

  Ashton Woods is the builder of our new home that closed Feb 2022 during the 1 year inspection report from a 3rd party home inspector he let us know that our Two windows we paid extra for are defective and bowing letting out all the ** or Heat and allowing bugs and dust to come into the house. When Ashton Woods got involved to on the 1 year they tell me yes the window is defective from the manufacture and our fix is to put a huge black bar up the window to prevent the bowing. I told them this is not okay as this is not what I paid extra for. You sold an item that was defective and to add a HUGE BL**K BAR onto this window is not what I paid for. When I spoke to the supervisor she said *** ** then...but we will not be doing anything else about it and you can just have the bowing windows as we will not be making this right. My next step is to file a complaint against there AZ Contractors' License and looking to suing at this point. Worst builder and customer service ever!

  Business Response

  Date: 04/13/2023

  Thank you for reaching out to our team regarding your concern with your windows. We have forwarded your concern to our ********************* Leadership to review and reach out to you this week. Please know that we will assist you in any way we can as we strive for nothing less than exceptional customer service, homebuilding and beyond. Thank you!

  Customer Answer

  Date: 04/13/2023

  Someone from Ashton Woods Corporate needs to be contacting ASAP **********. THE WINDOWS NEED TO BE REPLACED. AC and heat leave home as the windows are bowed and defective. Your on-site leader said it is what it is only fix Ashton Woods will be doing its putting a black bar on the bottom of these windows. Which isn't how the windows were presented when purchased for our new home.  We paid extra and now your supervisor wants to tell me to kick rocks if I don't like the way your going to fix the defective windows. I expect a call from executive higher *** ASAP. 

  Business Response

  Date: 04/18/2023

  It is our understanding that you have spoken to our team regarding your concerns. They have relayed to you that the support bar is not black and matches the current window frame. If you have any additional concerns or questions, please refer to previous communication with our local team. Thank you!

  Customer Answer

  Date: 04/21/2023

  Ashton Woods it doesn't matter if it is black brown red or silver. You sold this product how it was installed and it is defective because of the product. You charged more to homeowners who choose this window and IT DIDN'T HAVE A BAR AT ALL!! Which is why we choose to have this in our new home.  Had we known you were selling faulty products and our windows were going to require you to come in after being paid for the windows and put a bar up the entire bottom of the window we wouldn't have purchased the more expensive window. We will be filling a complaint with the ** Registar Of Contractors against Ashton Woods. We do not accept that you want to put a bar on our windows blocking the full open view which is how we PURCHASED the window.  You will be held accountable!!!!