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:01/20/2023

  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 filed a complaint with the BBB last year (#********) regarding Century Communites and outstanding warranty claims since my closing date of Feb 2021. They were able to resolve most of my claims per the initial BBB complaint, but 2 claims are still outstanding (see below). I've been attempting to contact their warranty person via telephone/text msg, **** *****, for the past 2 months; however, I have not had any success nor has he returned my calls/texts. Outstanding warranty claim(s): - Same side sliding closet door bedroom - Missing stool/apron master bedroom It's simple Century, finish the job.

  Business Response

  Date: 01/30/2023

  Our Customer relations manager will reach out to Mr. ****** and set up a time to meet with him and set up a schedule dates for our trades to address any warranty items.

  Thank you,

  Century Communities - Central Valley

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because: I have not been contacted by ANYONE from Century Communities. Also, I just found out their employee who handles the warranties claims, **** *****, is no longer with the company, so who knows when my claims will be completed or when someone from Century will contact me.
  
  
  

  Business Response

  Date: 02/03/2023

  Our Customer Relations manager is in contact with Mr. ****** and he will be sending in phots of the issues in his home.  Once the homeowner portal is set up with Mrs. ****** email he will be able to see the activity of his warranty claims.

  we look forward to bring closure to the open warranty items in his home.

  Thank-you,

  Century Communities - Central Valley  

• Initial Complaint

  Date:01/11/2023

  Type:Customer Service 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.

  This is the second time having to file a complaint. From my previous complaint things that were promised have still not been resolved. We were told that our floors could not be redone because it would require to much work. We agreed on patchwork but since then ( 2 months ago) more work needs to be done. We were also promised that our floors would be professionally cleaned ( there are MULTIPLE glue marks that have been there since we closed) this has not been scheduled. We are still waiting for paint on our door frames to be completed. We are still waiting for front of cabinets to be installed (again things that were pointed out during our walkthrough and were promised to be replaced). Now there seems to be a leak in our front restroom. Which has ruined the baseboard and possibly the floors. We paid the upgrade fee to have our floors done. Having done so I feel that floors in a single family home with 2 adults and 2 children should last longer than 6 months before needing repair. There are several imperfections that we can look past (we get it, things can not be perfect) but when we bought a NEW home and spent extra money for upgrades we would expect a lot more. From our understanding the previous person in charge and the person we last spoke with is no longer with the company. That does not make it right to just ignore all that was discussed and agreed upon. This is the 3rd person we have had to go through to get things repaired and honestly we are tired of having to show and explain things that still need to be done.

  Business Response

  Date: 02/03/2023

  Our Customer Relations manager has reached out to Mr. ********. They have a meeting on 2/8 @8:00am.  Our CRM explained our homeowner portal and requested that he submit his items and they will be reviewed.

  Thank you,

  Century Communities - Central Valley

  Customer Answer

  Date: 02/08/2023

  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. To the extent that there still jobs that need to be completed not in any way am I agreeing that everything is taken care of. Just agreeing that I will meet with century on Wednesday.

• Initial Complaint

  Date:12/14/2022

  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.

  Century Community came to correct a wall. They had to remove the drywall and adjust the shower door. They left telling me some else will come and do the paint and put the shower door on correctly. It been 3 weeks. No one has contacted me on this and the work orders they placed were not completed for interior painting and exterior painting. There customer service personnel is in leave now and I have no one to contact. We can not use the shower because it will cause water damage.

  Business Response

  Date: 12/16/2022

  our Customer Relations Manger has the remaining items set for.

  Painting exterior & interior: 1/4/23 8am-12pm

  Shower door adjustment : 1/10/23 8am-12pm

  Thank you,

  Century Communities - Central Valley

  Customer Answer

  Date: 12/17/2022

   I am rejecting this response because:
  
  They did not schedule to repair the the shower door. I need that shower as soon as possible.

  Business Response

  Date: 02/17/2023

  Our Customer Relations manager has resolve the majority of warranty items.  The remaining item is the shower enclosure which is scheduled to be installed on 2/21/23.

  
  

  Thank you,

  Century Communities - Central Valley

  Customer Answer

  Date: 02/17/2023

  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.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service 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.

  Worse and most horrible experience we’ve ever had with a builder. Our last builder when we bought our other new house we’re on top of everything! When we did a walk through we submit a few claims as we notice needed to be fix. They did come out and fix them but didn’t even finish the job. I’ve submitted some repair claims on their website back in July to give them enough time to come out and take a look. Covid every one is busy. So many months had passed by and still no response, waited till September before I’d emailed the person who was part of the sales team when we bought the house especially since I had no way of contacting the new customers service manager since the old one quit and no one even bothered to informed us. She replied back with an email saying she emailed the customer manager and his supervisor. It’s been a month since that response! Still no one has tried to follow up with us. I think I’ve given enough time! We had painted our fence, I get it, it’s no longer under warranty, if we had damaged it we will fix it ourselves, but the builder were the ones who damaged our fence when they were trying to level the neighbor’s backyard behind ours. Our step In between our garage and laundry room is cracked and we barely step on it, poor foundation and does not have enough support. Our drive way is not even 6 months old and is already cracked! Still have a few windows missing screen and the crack on the windows on the exterior are not even fixed. Master bedroom’s window does not properly close therefor the room is not even insulated well. Don’t ever buy from this builder! My biggest regret was convincing two of my aunts to buy from this builder in the same community too!

  Business Response

  Date: 10/25/2022

  Our Customer Relations Manager, **** has reached out to Mrs. **** and will meet her on 10/28/22 at 10  am to review her warranty items.  Once reviewed **** will set up appointments to resolve any warranty items.

  Thanks,

  Century Complete - Central Valley

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service 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.

  This company promises a 1 year warranty for most all the non-appliance products involving construction with the house. However they do not follow through with fixing any of the issues that are reported to them as promised. We have been living in the house for a year and still have “warranty” issues that have not been repaired. We can’t even get anyone from the company to respond to us via phone, email, or any other form of communication. They refuse to schedule repairs and won’t even bother to acknowledge the online reports that have been placed on their website. We still don’t even have screens on our upstairs windows, the window designs don’t match, one of the cabinets has a deep scratch, the siding of another has a nail punched through it, the rail banister is damaged and they tried to cover up, a door frame was broken in half and they still used it and tried to paint over the crack, plus multiple door frames are not seated correctly.

  Business Response

  Date: 10/21/2022

  Our Customer Relations Manager is currently working with Mr. *********, we currently the stair cap scheduled for Tuesday, 10/25/22.  We are currently waiting on a window and a screen along with a cabinet door.  Once they have arrived we will get them installed.

  Thank you,

  Century Communities - Central Valley

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  When we saw the Envoy model at Century Communities in Locan Point, we knew that was the model for us! That being said, we have encountered many structural and cosmetic issues, with no resolution and terrific amounts of frustration. From the beginning we were assured that our home was under warranty for 1 year and any issues we had would be resolved. September 15, 2022 will mark our one year. In this time frame, we have submitted 10-12 warranty claims to be fixed. Two of which were structural. The first, we noticed in October of 2021, the exterior stucco was 'squishy' with stress cracks running around the house. After being ignored and blamed for the issue, we finally got through to Century and the issue was fixed. This was not easy to do. Days had to be taken off of work in order to ensure that the job was done properly. This issue was completely resolved in April 2022. On August 16, 2022 we received a call from a roofing company stating that our roof had broken tiles under the solar panels. This issue was NEVER disclosed to us at any point. We paid to have a bird guard installed around our solar. This now must be removed, along with the solar panels to repair the roof. It is interesting that Sunrun was allowed to place panels over broken tiles. We have not received an action plan from Century as to how this will be resolved. These are the main issues that we have gone through. However we have other CRITICAL issues that Century has blatantly ignored, such as our floors turning purple, our shower tiles installed poorly, and no window screens/screen door. We have called daily with no response. Lastly, I will attach some disturbing pictures of alcohol use from when our home was being built. These pictures show that quality control was not implemented and that safety is not a concern. It's sad that after spending so much money on a brand new house, it has been nothing but a disappointment. We take pride in our home and having significant issues is devastating.

  Business Response

  Date: 09/01/2022

  Our team have have a scheduled meeting with this very escalated homeowner on 9/30/22 at 2:15pm.

  
  

  Thank you,

  
  

  Century Communities - Central Valley

• Initial Complaint

  Date:06/08/2022

  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 purchased the home in 2019. The house was exactly 2 years old. I reached out together Fresno area construction manager (*****) and addressed my concerns with the issues that I noticed with the house. Over the next few years I have been given the run around and they won’t take responsibility for the faulty products that were installed in my house and replace/repair them. The Shaw floors engendered hardwood that is installed in my house is clearly defective and is solitary, lifting and detaching from the bottom throughout the house. The finish is doing off at the seems of the boards. The frames and casing around the windows are either detaching from each other, cracked in the corner or have some sort of window fogging in between the pane or debris. My cabinet finish is flaking off and some are warped.

  Business Response

  Date: 06/13/2022

  Thank you for the opportunity to respond to Ms. ********* complaint.  Our VP of construction has met with Ms. ******* he has had the flooring inspected by the manufacture rep. and it was determined the flooring has normal wear.  The cabinet issue has also been deemed normal wear.  The VP of construction has explained to Ms. ******* that these items are not warranted. 

  
  

  It's advised to submit a warranty claim to www.c***************** .com

  
  

  Thank you,

  Century Communities - Central Valley

  Customer Answer

  Date: 06/14/2022

   I am rejecting this response because:
  
  The **** rep made it seem to me like he was aware there was a defect in the product itself and was  possibly splitting and becoming separated from each other from the installation process by the flooring contractor that Century used of from the product itself. The **** rep stated that the warranty follows the original homeowner, not the home! And since I am the second owner,  they don’t have to honor it. How does this even make any sense? Like someone is going to take the flooring with them when they move to a new house! Absolutely ridiculous and does not even make any sense! .Just a little loophole in warranty for the manufacture to get out of repairing a defective floor! When you buy a car with original warranty, the warranty follows the car, not the original owner. I know that I am not the only home to have flooring issues in this community or issues with the cabinet finish flaking off. It’s unfortunate that such a large company has to lie to their homeowners and does not stand behind the workmanship of their homes. The VP on construction/ customer service manager Tim as well as corporate  personal ignore complaints  from homeowners & string them along as if they care! Sill no word from **** regarding my windows! I’ve sent him multiple text messages!   I have a very rude voicemail from Tim telling me to “Google” the flooring contractor they used since he only knew the name of the company and didn’t even have a contact!  Real professional of him and a little concerning they don’t know what subs they are using on their projects. My house was built at the end of 2017. Multiple homes in my division have cracked roofing tiles, windows that are fogging, cracked tiles in their home, major plumbing issues, HVAC issues  and faulty Appliances to name a few. All issues that we talk together about openly  in our community! If Century wants to build statewide, they should hire Competent people to run their projects and listen to homeowners concerns!

  Business Response

  Date: 06/15/2022

  Our position remains the same:

  
  

  Our VP of construction has met with Ms. ******* he has had the flooring inspected by the manufacture rep. and it was determined the flooring has normal wear.  The cabinet issue has also been deemed normal wear.  The VP of construction has explained to Ms. ******* that these items are not warranted. 

  In addition,  Ms. ******* is a subsequent buyer and the flooring warranty non-transferable which was also explained to Ms. Grubert.

  
  

  Thank you,

  Century Communities - Central Valley