ComplaintsforKB Home

Home Builders

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/14/2024
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.
Bought the house December 2019 and now having foundation problems, wall cracks, door frames breaking, first floor ceiling cracks, cabinets making noiseThey have 10 yrs foundation warranty and when trying to reach out to address the issue no response.
Business response
06/25/2024
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.
Initial Complaint
06/14/2024
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.
My home is severely leaking due to the builders using cheap materials and KB Home is refusing to assist.
Business response
06/25/2024

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.
Initial Complaint
06/10/2024
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 moved into a KB Home new build in February 2024, I returned Friday evening from being away on travel for 4 days and it is 89 degrees in my home. The air conditioner is not working. There is no cold air and its 95 degrees. I was told the air compressor is broken and burned out. This is a brand new home, I have barely been here for 4 months. I was told it would take a few days to obtain parts. I informed them I have family flying in today for their vacation this week. The amount of money Im having to pay to find a place for myself and my diabetic dog to stay because its 89 degrees in my home. This dreadful experience should NOT happen with a brand new home! And what happened to customer service. Their lack of care is very disappointing.
Business response
06/14/2024
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.
KB is very sorry for the inconvenience, but we are making our best efforts to have the repairs done as soon as possible.
Initial Complaint
06/06/2024
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.
Several issues with house build. Latest issue is the whole house dehumidifier was never installed
Business response
06/14/2024
On behalf of KB Home, I want to thank you for bringing this complaint to our attention. We take complaints such as these very seriously. Building relationships and providing a high level of customer satisfaction is at the center of all we do.
Our Director of **************** will be contacting the homeowner today to discuss her claim. Please note that the installation of a house dehumidifier is not offered in any of our building plans.
Customer response
06/18/2024

Complaint: 21808233

I am rejecting this response because:

Sincerely,

*****************************
Customer response
06/25/2024
We did not leave a whole house dehumidifier in the attic. Kb homes did. It is unplugged and the nearest outlet does not work. Our LVP floors are falling apart and we have been in the home for less than 3 years. Our oven turns off after we turn it on, it trips the ******. Our air conditioner unit kept turning off in the summer of 2022, only after several attempts to get it resolved did Kb homes respond. We are beyond dissatisfied with their lack of craftmanship.
Business response
07/08/2024
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.
The **************** Representative spoke to **************** on June 27,2024. We will continue to work with her until we can reach a mutually satisfactory resolution to the issues raised in her complaint.
Initial Complaint
06/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I wanted to buy a house with KB Home and due to financing, new baby coming soon, and overall stress of the process, I would like my ******* money back of $12,000 and KB homes does not want to give me any of my money back. There has been no foundation done on the lot, and I have let KB homes know in plenty of time in advance to get another buyer. The check was cashed from KB on 4/18/24, just 1 1/2 months ago. I have asked in good faith to see if we can get our money back in hopes of buying from KB in the future and they have denied all ******* money back. This money is our savings for our growing family and we would like to get it back.
Business response
06/25/2024
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.
This matter has been amicably resolved between the two parties. Thank you.
Customer response
06/26/2024

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
05/29/2024
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 complained so many times with this builder before. They waited to expire for our warranty before they work on them, and until now we still have not heard any update about when are they going to fix the window we complained about. This is very frustrating!!! And they do not update whether you tell them nicely and not, they just DO NOT CARE AFTER THEY TAKE YOUR MONEY!!!
Business response
06/19/2024
We are investigating the matter and will respond shortly.
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In Dec 23 we went to view homes at ****************** in ********. We were working with ***********************, new home sales counselor. We toured our lot multiple times and asked countless questions. We inquired a few times on the size of the backyard since that was very important to us. We were told we would have more than enough space, about 30 feet of backyard and big enough to build a pool. We were told these things by **. We ultimately decided to purchase that lot in Jan 24. I made an initial deposit of $22,900. In Apr 24 we went to tour the lot and immediately noticed that our home would not be able to fit a pool in the future and was immensely smaller than what we were told. We had roughly 10 feet or less from ***** to property line. We expressed our concerns to **, who denied ever telling us that it would be able to accommodate a pool or 30 ft of backyard space. Although we were heartbroken about our home we designed, we were willing to look at other homesites within the community. When we found a home that would fit our family needs, KB was unwilling to negotiate down their price on the home. Al sent us a cancellation form on May 4th, which I signed. We had been reassured by Al that KB is not in the business of keeping deposits, we want our customers to be completely happy". We took that as an indication that our deposit would be returned. We were notified on May 10th that KB would not be returning our deposit. We have tried to escalate this issue all the way up to the regional vice president and have been ignored. At this point we feel hopeless. We are first time homebuyers trying to start a family. We have been treated so poorly by KB. I feel like I should have recorded every conversation between ** and I. ** has refused countless conversations ever happening. Conversations that were witnessed by myself, my fianc, and my realtor. Its a sales representatives responsibility to provide as accurate information to their potential clients.
Business response
06/11/2024
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.
Although KB is contractually entitled to retain the customers ******* money deposit, as a good faith gesture, KB will return the customers deposit.
Customer response
06/18/2024

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
05/28/2024
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.
Due to the heavy rains in Spring of 2023, the ground around my foundation sunk approximately 18 inches due to not being properly packed. This sinkage caused my patio and pergola to sink dramatically causing it to be unusable. It took KB several months to address and repair the patio. When addressed, they only replaced a portion of the patio and the section not repaired still collects a fair amount of water when it rains. The patio they replaced is not square and is very noticeable. The pergola has not been repaired. At one point in the spring of 2024, KB asked that I have a third party provide an estimate to repair the remaining items. I provided an estimate but have not heard from KB since. The ground in the front of my house sunk as well and has yet to be repaired. I have followed up with KB several times via text and email and they have stopped responding. I expect KB to repair the damage caused by the inadequate groundwork. Due to the lack of repairing the sunken ground, I am starting to experience cracks and issues with closing doors again because the water continues to collect in the sunken areas around the foundation. If they are unable to provide the resources to complete the repairs, I expect them to pay for the repairs to be completed by a third party. I have been very patient and willing to work within their schedule but as stated, they have stopped communicating and have offered no communication indicating they intend to complete the repairs. The photos I have would not load to this site but can and will provide pictures if needed
Business response
05/30/2024
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 reached out to the homeowner who is getting us a bid from his landscaper for our review. Thank you.
Customer response
06/23/2024

Complaint: 21732958

I am rejecting this response because: I am waiting for a contractor to come look and the project and submit a bid.

Sincerely,

***************************
Business response
06/26/2024
We understand that ****************** is waiting for a bid from his contractor. Once he provides a bid to KB from his contractor, we will review it. Thank you.
Initial Complaint
05/24/2024
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 purchased a home from KB Home on 1/11/2008. The home is under a 10-year limited warranty. On 10/22/2009, I made the first service request to repair a structural problem to the home that caused water intrusion at the rear patio door of the home damaging the door, the hard wood floors, and the lower interior and exterior walls of the home. The damage was attributable to defective construction. KBHome attempted to repair the damages by replacing door and small portion of wood floors only to cover up rather than repair the actual problem, namely foundation and/or structural damage. On 7/2/2010, I made another service request to repair the same damage because the problem returned. Again, the defective construction caused water intrusion at the rear patio door of the home damaging the door, the hard wood floors, and the lower interior and exterior walls of the home. KB Home neglected to repair the damage. I made several service requests thereafter, namely 7/02/10, 10/30/13, 11/18/13, 6/11/16, to resolve the problem to no avail. KB Home neglected to repair the damage, after several service requests, as evidenced in service request reports.
Business response
06/04/2024
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 our records, this home closed on or about January 11, 2008. The warranty period has expired on all components of the home. Therefore, we must respectfully deny the homeowners warranty claim.
Customer response
06/05/2024

Complaint: 21755620

I am rejecting this response because:

You failed to honor the warranty while the home was under the warranty as from service request records. I informed you of the issue within the 10 year warranty and you made an attempt to repair twice and failed to do so. I contacted you several times after your failure and you failed to respond. Therefore, it is a breach of contract and your behalf for failure to honor warranty. It was your failure to honor the warranty once you were informed and notice of my request to make repairs and honor the warranty and you failed to do so. I have neighbors who suffer the same issue and as informed by HOA and you are aware as it was a bad design by KB Homes which causes water to leak in the home and creates and unsafe and unsanitary living condition.

Sincerely,

***********************
Business response
06/24/2024
While we understand and sympathize with our homeowners frustrations,KB cannot agree to make repairs that are outside of our warranty obligations.
Customer response
06/25/2024

Complaint: 21755620

I am rejecting this response because: KB Home failed to repair the problem withing several attempts within the warranty period. All repairs failed and KB was notified of the repair failure and neglected to resolve the problem. KB home intentionally and deceptively covered up the problem rather than repair problem to avoid warranty obligations.

Sincerely,

***********************
Business response
06/26/2024
We strive to achieve total customer satisfaction; however,after great effort to appease this customer, they unfortunately remain dissatisfied for reasons beyond our control.
KB Home strongly denies the homeowners claim that we intentionally and deceptively covered up the problem. This home is outside of the warranty period and is no longer covered by the KB HOME 10-************ Warranty.
Initial Complaint
05/16/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We visited the lot three times before we made a decision to purchase. We asked the builder sales person Al if the lot could accommodate a future Pool. He said yes. We signed a contract in January 2024 and made a deposit in January. Builder/seller did not sign contract until April 8th. When home was in block stage we walked the lot and saw that the home could not accommodate a pool. At this point, We notified sales counselor that the lot could not fit a pool. We tried in good faith to find another lot that would accommodate a pool and transfer the deposit. Unfortunately the other homesites were all above **************** refused to negotiate the price so we couldn't continue with KB. Builder has notified us that they are retaining our deposit after sales counselor initially said they would return the deposit because KB "isn't in the business of keeping deposits, we want our customers to be happy." We tried speaking to the sales manager *********************** who did not care that the initial lot we were buying went in for permitting and city moved the home closer to a HUGE retaining wall which gave us no space in the back for a pool. She didn't care that it wasn't our fault and she didn't care that we tried in good faith to keep the business with KB by looking at several other homesites. Her solution- She wanted to give us one year to buy in a KB community. We tried that remember? It was unaffordable! We are so very disappointed that there was no empathy to our situation.
Business response
06/06/2024
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.

In order to investigate and respond to the customer's comment, we need more information -- which KB community was this customer in contract with as well as the customer's name on the contract. Thank you.
Customer response
06/16/2024

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,

C A

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary