Complaints

This profile includes complaints for KB Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  KB Home

  10990 Wilshire Blvd Fl 7 Los Angeles, CA 90024-3907

  
• 

  KB Home Maryland Inc.

  45026 Schirra St Parkville, MD 21234

• 

  KB Home Raleigh-Durham, Inc.

  4506 S Miami Blvd STE 100 Durham, NC 27703-8001

• 

  KB Home

  3450 Buschwood Park Dr Ste 250 Tampa, FL 33618-4467

• 

  KBH Construction

  37862 Echo Ave North Branch, MN 55056-4960

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:04/09/2025

  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.

  Called corporate office and regional office to discuss issue of warranty. Process literally stalled at regional manager (who was part of the issue). My experience has been after they sell you the house it is arduous to get them to do what they say they will do OR delay numerous times to fulfil a work order. So disappointed in KB builder.

  Business Response

  Date: 04/28/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We are investigating the matter and will respond shortly.

• Initial Complaint

  Date:04/08/2025

  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.

  Continual plumbing issues. KB Homes installed defective plumbing in my home which was built in 2012. The are documented issues with this sub standard plumbing. Since approximately 2020, Ive hed four substantial leaks in my home. Unaware, that KB Homes was under obligation to repair these issues, *** paid out of pocket on two occasions. KB took care of the previous leak after a neighbor informed me that KB should take care of the problem. Again, today (7April2025). I have another major leak issue. Im kindly requesting your help with this issue and Id like to be reimbursed for previous issues. In addition, KB Home has not adequately repaired issues in my home, secondary to past leaks.

  Business Response

  Date: 04/28/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.

  **********************, as a builder, is not liable for any damages or repairs caused by defective NIBCO PEX tubing as a result of a class action settlement.   Mr. ****** may be able to submit a claim in the class action.  He can obtain information at the official Settlement Website,***************************.

  Even if the above reason was not applicable, KB HOME, as a practical matter, cannot make any repairs without notice from the homeowner.  For this reason as well as the reasons listed above, KB HOME declines any reimbursement to Mr. ****** for prior leak repairs.

  Although KB HOME had no liability to make any repairs, KB HOME, in the interest of customer good will, did repair two leaks he reported to KB HOME.  These repairs were made despite the absence of any liability as discussed above.

• Initial Complaint

  Date:04/01/2025

  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 in May 2022. I have been experiencing significant water intrusion on the exterior popout of the property, which has led to deterioration over time. The affected area has been leaking for approximately three years, resulting in excessive cracking and noticeable dark stains at the bottom of the stucco. This situation not only compromises the aesthetic appeal of my home but also poses serious concerns regarding structural integrity.I would appreciate your prompt assistance in addressing this matter. Please let me know how we can proceed with remediation.Thank you for your attention to this urgent issue.

  Business Response

  Date: 04/03/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  
  After carefully reviewing the homeowners e-mail, photographs and the investigation reports submitted by our customer service managers (**** ******* and ***** *****), we found that there was no water intrusion into the home. Specifically, the drywall was removed and water tests were taken, which confirmed there has been no water intrusion.
  
  Further,the homeowners contractor installed a patio cover, which they bolted into the stucco without proper waterproofing and proper backing, penetrating the moisture barrier affecting the drainage plain of the home.  Stucco is not waterproof, but the lath paper behind the stucco is considered the waterproofing which has been comprised due to the contractors installation of the patio cover, not from KBs original construction.
  
  In addition, this property is subject to the KB Home **************** Warranty Agreement signed and acknowledged by homeowner which states under Section V.Exclusions Homeowner recognizes that notwithstanding the terms of Sections II or III of the Warranty, this Warranty does NOT cover any of the following:   Paragraph G:  Defects in or defects caused by materials furnished or work done by Homeowner or at the request of Homeowner by anyone other than ** or its employees, agents or subcontractors expressly selected or approved by **.
  

• Initial Complaint

  Date:03/10/2025

  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.

  To Whom It May Concern,I am filing a complaint against KBHome regarding defective Allura fiber cement siding installed on my three-year-old home. The siding is showing significant cracking, and despite the 30-year warranty, the deterioration has occurred prematurely.KBHome and Allura representatives inspected the siding and confirmed it was not installed according to the Allura installation manual, leading to the cracking. Allura stated that the issues fall outside the scope of their warranty due to installation errors by KBHome. However, as a gesture of goodwill, Allura offered to replace 33% of the defective siding in collaboration with KBHome.I have already spent $2,400 to replace 16 defective siding boards, but new cracks continue to appear. Allura's offer requires me to sign a legal document waiving further claims, which is unacceptable since 67% of the remaining siding is also cracking and will continue to deteriorate due to the improper installation.KBHomes advertising promises: So, whether its just a few weeks after you move in or years down the road, you can rest assured that our team will be ready with help and support. However, KBHome has failed to address this issue adequately. The improper installation of the siding is causing ongoing damage, and the proposed solution is insufficient.I am requesting the following actions from KBHome:Full replacement of all Allura fiber cement siding, as it was not installed properly.A refund of the $2,400 spent on replacing defective boards.Full responsibility from KBHome for the faulty installation.I trust the Better Business Bureau will investigate this matter and help ensure a fair resolution.

  Business Response

  Date: 03/19/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.
  

  We are investigating the matter and will respond shortly. 

  Thank you.

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  04/30/2024 ***** $ DEPOSIT KB SALES PERSON : ******** ******** COMMITED TO TAKE A REFUNDABLE DEPOSIT IF THEY COULDNT SECURE THE LOAN FOR MY FIRST TIME BUYING HOME .THEY SEND ME A LETTER OF NOTICE THAT THEY WILL TAKE THE ***** $ DEPOSIT BECAUSE I COULDNT SECURE THE LOAN WHICH THEY DIDNT ACCEPT ME TO GET MY OWN LOAN WHEN I SUBMITTED TO HER MY CONFIRMED UNDERWRITTER APPROVAL , BECAUSE ******** SAYS I PREFER TO GET OUR AGENT (I THINK TO GET A COMMISION OUT OF THAT DEAL) THE SALES PERSON MISGUIDED ME AND MY FAMILY FOR ALMOST A YEAR AND NOW THEY NEED TO TAKE MY REFUND

  Business Response

  Date: 03/11/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  
  The Buyer entered into a purchase contract with KB Home for the purchase a personalized lot on May 3, 2024 and obtained conditional loan approval on October 31,2024.  However, just a few weeks prior to the anticipated close of escrow date, the Buyer advised the sales agent that he wanted to use a different lender.  We waited for the Buyer to perform with their new lender but they failed to finalize the loan and the close of escrow date approached and passed.  Ultimately the Buyer decided to cancel in January 2025.  As a result, KB Home retained the Deposit per the terms of the Liquidated Damages section of the Purchase Agreement for failure to complete the purchase.
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22946844
  
  I am rejecting this response because: THIS IS A FAULSE ANSWER THEY NEVER ALLOWED ME TO GET MY OWN LENDER I WAS WAITING ON THEIR PREFERED LENDER   (******* ******) EVEN I GAVE THEM MY FINAL APPROVAL AND THEY DIDNT WANT TO PROCEED WITH THAT .

  I DIDN'T REQUEST ANY CACELLATION FROM MY END I HAVE ALL TEXT PROOF FROM ******** AND ALL THE EMAILS FROM THEII AGENT THAT THEY DIDNT FULFILL THEIR COMMITMENT .

  AND I WILL TAKE THIS MATTER TO COURT IF I DIDNT GET MY FULL REFUND.

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

  Business Response

  Date: 03/24/2025

  The following is KB Home's response to the rebuttal we received from BBB dated 3/10/25:

  The Buyer entered into a purchase contract with KB HOME ************ for the purchase of a personalized lot on May 3, 2024.  On October 15, 2025, Buyer also presented a Prequalification from his outside lender which he said was his friend.  The Prequalification was provided by ******* Aboelsad, ******************  However, just a few weeks prior to the anticipated close of escrow date (January 30, 2025), the Buyer advised the sales agent that he wanted to use a different lender.  We waited for the Buyer to perform with their new lender, but they failed to finalize the loan and close escrow. Ultimately the Buyer decided to cancel in January 2025.  As a result, KB Home retained the Deposit per the terms of the Liquidated Damages section of the Purchase Agreement for failure to complete the purchase.
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22946844
  
  I am rejecting this response because:

  ******** the sales person is playing games with this issue she was insisting to get her prefered lender (to share the commision ) and she refused my preapproval and i have a witness mr ******* my ****** he spoke to her on the phone . i dont know why she is laying in this matter just to eat my money thats not fair and i think they are doing this with a lot of customers .

  this matter will got to court if not getting my all refund .
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/17/2025

  Type:Product 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 am writing to formally file a complaint against KB Homes regarding the wrongful retention of my ******* money deposit in the amount of $11,000. My wife and I entered into a purchase agreement with KB Homes on June 22, 2024. As part of the agreement, we signed a form stating that we owed an ******* deposit of $11,000. We were explicitly informed by KB Homes sales representative, ****** ******, that our deposit would be refunded if we were unable to sell our current home.Following this, we listed our home for sale; however, despite our efforts, we were unable to secure a buyer. Per Section 5.5 of the purchase agreement, the ******* money was to be refunded under certain conditions, including the failure to sell our existing home, which in turn resulted in our inability to qualify for the final loan. When we requested the return of our deposit, KB Homes denied our request, citing the document we signed, despite the agreement and assurances we received.Our real estate agent, ***** *****, sent a letter to KB Homes to dispute this matter, but the request was again denied. Upon her recommendation, we engaged an attorney, who sent a formal letter to KB Homes on December 6, 2024, citing Texas law that prohibits the company from retaining our deposit under these circumstances. To date, KB Homes has not responded.I have enclosed the following documents to support my complaint:The Existing Home Contingency Addendum (dated June 26, 2024)The unsigned Cancellation of Purchase Agreement from KB Homes The formal legal letter sent by our attorney on December 6, 2024 We believe KB Homes is acting in bad faith by refusing to honor the terms of our agreement and Texas law. Therefore, we are demanding the immediate return of our $11,000 ******* money deposit.We kindly request the Better Business Bureaus assistance in resolving this matter. Please advise on the next steps we should take to ensure KB Homes fulfills its obligation.Sincerely,

  Business Response

  Date: 03/05/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied.Communication such as this is helpful as we strive to achieve complete customer satisfaction.

  According to the terms of the Purchase Agreement, the buyer is in default and has not made any effort to remedy the default or proceed with the home purchase.Furthermore, the buyer has expressed their intention not to close on the property.
  

  As a result,KB Home has chosen to terminate the Purchase Agreement and retain the ******* Money Deposit as liquidated damages.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22949931
  
  I am rejecting this response because: We made it clear to your sales *** ******* ******) as well as finance person (**** *****) that we would not be able to sell our home. The sales agreement noted that *** get our ****** money back in the event we could not sell. Why send another form to ask if want ti keep our ****** money? Why would we fill it out after you sent it, correctly? Who gives away $11K especially after being told by said sales *** in a meeting with all in attendance? Why not ask why would we say we ant our money back and then fill out a form that says otherwise? It makes no sense. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 03/25/2025

  The following is KB's response to the Rebuttal that we had previously received.

  We understand and empathize with the buyers situation and regret that the transaction could not be completed. Unfortunately, due to the buyers inability to fulfill the purchase requirements, KB Home had to cancel the transaction. Our division made efforts to assist the buyer, but personal circumstances ultimately prevented them from meeting the contract conditions.

  Per Section 13.3 Purchase Default. Except as otherwise provide in this Agreement, if Purchaser fails to comply with Purchasers duties and obligations under this Agreement, and fails to cure such default within ten (10) business days after Purchaser receives Sellers notice of default, Seller may, at Sellers sole remedy, terminate this Agreement and retain the ******* Money Deposit and any Options Deposit and Transfer Fee and Engineering Fee as liquidated damages.

  We wish them well on their future endeavors. 

   

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22949931
  
  I am rejecting this response because:
  I have referred to Section 5.5 of the agreement which has willfully been ignored by KB Homes. We stayed in constant contact with ****** during the entire time in this process as well as the finance person, **** *****. When documents needed to be signed and discussions were needed, KB Homes called us and we called back. You sent a cancellation out purchase agreement letter giving us a 10 day response and you did not call to advise it had been sent. And furthermore, when you sent this letter, you did not leave the boxes unchecked making it appear as if we had no option. You should not have signed any part of the document and should have sent it blank. Again, you made it appear from that letter we had no recourse as you already checked the box and in doing so you were dishonest and sneaky. You should have called and properly closed the transaction and then guided us to check our email to sign that agreement. Instead, you relied on a technicality for us to not get our money back. We all specifically stated to ****** if things did not work out with us selling our home, we wanted our money back. An agreement we would have not signed if we knew for certain we would not get it back. Youre dishonest and liars. You have totally disregarded your own policy. 
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:01/27/2025

  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 moved into my new-build home in the new tract of ******** in ********* on November 12, 2024. Ever since I moved in, the heater has NEVER worked. I notified the staff and personnel to have it checked out and "fixed" but up until today, it is not fixed and only blows cold air on the heat setting. KB has sent the same tech multiple times and he gets the heater going, but as soon as evening hits it is back to not working. I am SICK AND TIRED of not having heat! It is so cold and I have an elder who lives in the home with me. My electric bill has been much more expensive than it should be because we are forced to run space heaters throughout the night to get by, I have stressed the fact to every possible outlet however there is never a solution. They have replaced the thermostat, replaced the heat pump, they even made me contact the thermostat company (******) to troubleshoot but no one seems to know what the issue is. I am so frustrated because I've been dismissed so many times and it almost feels like they feel I am incompetent with the thermostat use. It is not rocket science, I know how to work a thermostat but their equipment DOES NOT WORK. I need a new HVAC unit ASAP! I do not know what else to do. I will be seeking legal counsel if this issue is not resolved soon.

  Business Response

  Date: 01/28/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention,and we are very sorry that our homeowner experienced this issue.  We take complaints very seriously and regret that our customer is dissatisfied. Communication is very helpful to us as we strive to achieve complete customer satisfaction.  
  *** customer service manager contacted the homeowner, apologized and discussed their heating issue.  ******* is on schedule this afternoon to bring the repair part needed.  However, if it is not repaired today, we will escalate and have a different company sent out.  The KB customer service manager will contact the homeowner today to follow up on the repair of the homeowners unit.  Thank you.
  

• Initial Complaint

  Date:01/21/2025

  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.

  We purchased a home from KB Homes in April 2023, and since then, weve faced numerous issues. The most alarming was finding standing water on our kitchen floor just before Thanksgiving. Later, we discovered blackened, deteriorating floorboards in the bathroom. Your contractors explained that the plumbing lines were punctured during cabinet installation, citing poor workmanship.The water supply was shut off for nearly a week, causing significant disruption. The removal of the wall between the kitchen and bathroom left an unsanitary environment, and a restoration dryer ran 24/7 for a week, making sleep impossible. The bathrooms wooden beams are rotting, and mold is present, which is affecting my health. Additionally, malfunctioning sprinklers have caused damage to the lawn. The dryer was also found to have a blockage in the vent, indicating a lack of proper inspection before the sale.This was supposed to be our retirement home, but instead, weve endured constant problems. No one from your corporate office has reached out to apologize or offer compensation. A representative promised a visit but never showed up, and repairs remain incomplete months later.We request an inspection to ensure the house has no further issues and is free of mold. Weve worked hard to purchase this home, but instead, were living through a nightmare.

  Business Response

  Date: 02/04/2025

  We are investigating the matter and will respond shortly.

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22836825
  
  I am rejecting this response because:

  It does not solve the issue. We will be waiting for a formal response. 

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

  Business Response

  Date: 02/24/2025

  Our customer service team has been in contact with the homeowners who reside in *******. We met their son at the residence a few weeks ago, and the claim is now closed with the work completed. During the visit, the son did not mention any issues with malfunctioning sprinklers. An irrigation technician was sent out, but no one was home, preventing an inspection of the irrigation system in the garage. Efforts are being made to schedule another appointment with the son to personally adjust the settings if possible. 

• Initial Complaint

  Date:01/21/2025

  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 signed a contract with KB homes on December 7th 2024 after my cousin introduced me to the builder. I Toured the model home and was amazed by what I saw, only to find out everything in the home were considered upgrades. I am a first time homebuyer so everyone was suggesting that I not go for first house that I see. But I was assured by the manager, **** that I had 30 days to cancel my contract and get a full refund of the ******* money that I was holding my lot. During the 30 day timeframe, I started looking over my loan application with KB homes and noticed they financed me at a very high interest rate that wouldve made my mortgage about $4000 which would have left me house poor. This was not disclosed to me before entering into the contract with ***************. My realtor ended up finding me another home that was new construction, but already completed with everything that I desired, but at a cheaper rate as well as purchase price. Because this home had everything I wanted, and I had to skip some of my designs with KB to save money to make my mortage cheaper. I decided to go with this home because it made more sense financially. I called KB home on January 5 to cancel my contract and then again a day after that to make sure they got the cancellation before the end of my 30 days they indeed get my cancellation before the 30 day timeframe but still tried to hold my deposit when I was told by the manager himself that I could get my deposit refunded if I cancel within 30 days. After some time of going back and forth with them to dispute this they finally agreed to refund me but the refund would take 4-6 weeks. This is unacceptable because im due to close on my new home within a week and that money is part of my down payment. This is delaying everything I have going on and ill have to pay anothers month rent because my closing date may have to be pushed back. It should not take that long since the designs and permits were never ordered! I just want my money back now!!

  Business Response

  Date: 01/22/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.

  ********************** is working to expedite the check and will notify the buyer as soon as it is ready for pickup.

• Initial Complaint

  Date:01/16/2025

  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.

  Purchased new KB Home in December 2022 Furnace failed in November 2024 with loss of heat. Installer that was under warranty could not service us for 2 weeks with below freezing temps at night. We hired another **** company to repair a burnt out motor. Several weeks ago, the furnace again failed, called and emailed KB Homes and they never returned call. Brought back **** company to discover the vent from furnace was plugged with construction debris as well as a vent that was bowed in the center that pooled water and was root cause for furnace falilure in November and December of 2024. During the furnace repair visit, **** company noted the sump pump was incorrectly installed that could have flooded basement if not addressed and this was also repaired. **** company inspected slip sleeve on meter box that is was installed out of code by KB Homes and this is scheduled for repair. We have repeatedly emailed and phoned KB Homes contact person, ***** ********* and he has not replied. We have incurred $2,468 in repairs and request KB Homes reimbure these costs that were under warranty.

  Business Response

  Date: 01/21/2025

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  We have checked our customer service records and have no records of the homeowner contacting KB Home to inspect for a heating issue.  Pursuant to the KB Home **************** Warranty Agreement (the Agreement), homeowners are obligated to first contact KB Home so that we may inspect and if necessary make warranty repairs.  In addition, if a homeowner contacts KB Home **************** with a no heat emergency call, we dispatch a tech within 24 hours.  Because the issue was not reported to KB Home, we did not have the opportunity to repair prior to the homeowner contacting a non KB Home vendor. Since the repairs were performed by a third party and prior to any notice to KB, we are not in a position to provide reimbursement.
  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22817476
  
  I am rejecting this response because:

  ***** ********* has been evasive since we moved in this house in Decmber 2022. He has delayed numerous issues that were not addressed or performed to our satisfaction. We called back repeatedly and eventually after many emails and phone messages, he replied that someone was scheduled to come the next day and they never showed. We did this dance with ********* an evenually someone would show. This lack of real customer service is unacceptable and appears to be by design to avoid and delay repairs.

  Again, we were caught off gaurd during subfreezing temperatures late at night on November 19th, 2024. Basd on the behaviors of ingnoring and delaying our earlier requests, we had no confidence that ********* would take immediate action to address the furnace failure and we contacted the installer that was subcontracted by KB Homes. They could not schedule us until 2 weeks later and that was unacceptable. We took action not to freeze or cause more damage to our property by hiring an ************ to repair the furnace that night on 11/19/2024. Based on our negative experience with ********* and his lack of initiative, this was our best option under unacceptable circumstances.

  We have already advised propsective home buyers to not buy KB homes and will continue to do so in the future. 

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

  Business Response

  Date: 01/30/2025

  We are very sorry that our homeowner experienced dissatisfaction.  Mr. ********* is no longer employed by KB Home, and we have no documented customer service records for this homeowner contacting KB Home regarding a heating issue.  As we previously said, pursuant to the KB Home **************** Warranty Agreement (the Agreement), homeowners are obligated to first contact KB Home so that we may inspect and if necessary make warranty repairs.  Had the homeowner contacted KB Home with the no heatemergency situation, we would have dispatched out a tech within 24 hours. Because the issue was not reported to KB Home, we did not have the opportunity to repair prior to the homeowner contacting a non KB Home vendor. However, as a courtesy and in good faith, we will reimburse the homeowner for Invoice # ***** for services rendered on November 19, 2024.  We are unfortunately not in a position to reimburse for the other third party repairs because they were not reported to KB Home pursuant to the terms of the Agreement. We also note that the invoice provided by the homeowner dated 1/10/25 states that a bee nest was stuck in the flue pipe which is not a structural defect issue, but a homeowner maintenance issue.
  Based on the foregoing, we kindly ask that the claimant contact ******** ***** at ********************************* to discuss reimbursement of Invoice # *****.  For any future warranty repairs, please contact the KB Home **************** No. at ************.  Thank you.
  .

  Customer Answer

  Date: 01/31/2025

   
  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,
  
  ****** ******