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 Homes

  7011 Joann Khan Dr Elkridge, MD 21075-7255

• 

  KB Homes

  12119 Mustard Seed Ct Waldorf, MD 20601-2707

• 

  K B Home

  6500 Technology Center Drive Indianapolis, IN 46278

• 

  KB Home Raleigh-Durham, Inc.

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

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:01/30/2024

  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.

  In 2021, I purchase a lot to built a KB Home in the *************** Community. In March 1st 2022, I moved in the house. Cabinets were missing they saids 2 months to deliver it took 6 months. On November 1st 2023, just as was about to leave the house the Master shower had a busted pipe behind the walls, causing water to flood; the master bathroom, master bedroom, the kitchen, part of the living room, and a second bedroom. Immediately after turning off the water I called KB homes warranty department, told them what happened. I told the all floors are laminate except the 3 guess rooms they had carpet and one was flooded. I got a mop bucket and cleaned up the water. That same day they sent a plubmer, he cut wholes in a couple of rooms, but he could not find the soars of the leak. two days later a second plubmer came He removed some tiles and fixed the damage pipe. KB said they were trying to get the ********** to replace in the shower. time went by and they said they could not find the exact match. The gave me the option of putting in a different color tile to replace the six that were taken out. I told them no. I hand picked the tile in the shower, to match the flooring of the rooms. Time went by. they knew I had family coming from out of town for the Holidays. They ************** tiles since they did not have an exact match. I picked one in order to have everything fixed before the Holidays. To make the story short they didn't give me the tile that I picked. they said they have to give me a similar one and if it doesn't match they will then replace all the tiles with the tile I selected. This is where we stand today January, 30 **** and my shower is not fixed yet. I have two walls with the original tiles and a second wall with 6 tiles that does not match. No shower doors, no k**** no glass walls. I used a bucked to mop the water this bucket cause scratches on the floor. they told me they will not replace the damage flooring.

  Business Response

  Date: 02/12/2024

  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

  Date:01/30/2024

  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.

  I have been having problems with my water heater this past week. Yesterday, my water went cold and it didnt work. I called the Rheem ********************** and the technician asked for pictures. They gave me an e-mail link and I sent them an email with the pictues with the water heater. I called the Rheem technician service back at ************** at 9:15 am today. After reviewing the pictures, the Rheem technician said that this water heater was not installed properly by KB Homes. The technician said it was an issue of installation by KB Homes, not of the product. I asked for a Rheem technician to come out and verify it and the Rheem technician refused by stating my warranty had run out. I told the technician that I was very concerned because my front door neighbor had the same issue and ***** was sending out a technician for my front door neighbor. I didnt understand why ***** would not send me a technician if my front door neighbor bought his house within a month from mine. I told him I wanted to get the KB Homes Construction manager, the Rheem technician, my neighbor all on the phone line to get to the bottom of this.The technician seemed indifferent and he said it would be fine.My father then told me he had seen a Rheem truck by another neighbor's home. I went to visit that neighbor. I spoke to this individual and he stated that he was also having problems with the product. Please note that we bought these homes less than 18 months ago and now we have three homes with the same issue. Our neighborhood should not be having these issues. The life expectancy of the water heaters is significantly longer than 18 months. I spoke to ** from KB homes at **************. ** said he was going to send out a *******. ** stated that the product was not installed incorrectly. I have decided to file my first complaint with *****.Water Heater Information:Model Number; RTGH-84DVLN-2 Model Number: W102293859

  Business Response

  Date: 02/14/2024

  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 left a few messages to follow up on this, but this case has been resolved, and the homeowner has signed off on the service request. Thank you.
  
  

• Initial Complaint

  Date:01/22/2024

  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.

  Since I moved in Jan/2021 I have complained about the hairline stucco cracking in all ********************, also some part in my porch. I have about 48 hairline cracks and I have been requested to fix. KB said it is cosmetic only and it would not affect the structure. KB has insurance but they refuse to fix the hairline cracks. Also since I moved in I had been complaining since 01/19/2021 (about 200 emails) about the problems I have in my kitchen cabinet with frames with crack on the edges/board and also emends on the edges that are quite apparent and unsightly. The edge was stuck to each other, but it was apparent and ugly. The cabinet company is out of business and KB do not have the parts. KB contractor changed the material on the side of cabinet, but it is still ugly with nails and color does not look good. KB paid $400 for the door frame that had crack, but the edge and side turned out ugly. I paid ***** to have the cabinet upgraded, but it seems worn from so many repairs done by KB. I would like to request a compensation since KB cannot replace the cabinets. I have sent an email to the Sales Director, but he is no longer working for KB since 12/2023.I would like the hairline cracks been fixed and the compensation for the kitchen cabinet.

  Business Response

  Date: 01/24/2024

  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.
  
  Unfortunately, the manufacturer of the cabinet is no longer in business and the cabinet cannot be replaced.  However, the vendor, ******************** (ILG), reimbursed the homeowner for the damaged cabinet.  KB Home has completed the warranty repairs on each of the other items.
  
  

• Initial Complaint

  Date:01/22/2024

  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.

  I originally purchased my home in 2020, by 2021 the concrete broke apart between my garage and driveway. KB patched it together with additional concrete like a bandaid. The concrete has cracked in front of my garage again, it's so severe that it's becoming a gapping hole. I'm very unhappy with my financial investment and trust in KB Home

  Business Response

  Date: 02/02/2024

  We are investigating the matter and will respond shortly.

  Customer Answer

  Date: 02/06/2024

   
  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

  Date:01/17/2024

  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.

  When I closed on my home I was told there would be a 6 month inspection and a 12 month. I had never received either one of those. Coming to find out I have had an issue that was suppose to be resolved and all though it stated on the report job was completed the problem happened again and was told that I was outside of the warranty coverage even though the job performed was not to standard. I reached out to KB about the problems we have faced to include the inspections that were never completed and was given the hand as if they couldnt help me.

  Business Response

  Date: 01/29/2024

  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 sorry our customer has experienced these issues and has been inconvenienced.  Our customer service representatives have reached out to **************** to discuss his concerns but have not received a response yet. 

• Initial Complaint

  Date:01/17/2024

  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 closed on our home June of 2022.During our final walkthrough the super (*******) walked us around our home on what was supposed to be sod. It was all dead, bare, and in clumps. He said they dont offer warranties on landscaping or grass. Our entire front yard floods and holds water for days after raining. I tried several times to reach out to the supers asking what can be done. Fast forward to 2023 I joined our neighborhood fb group where several homeowners are talking about how poorly their sod was/is and how uneven it is. Some were able to get in out to fix it even after their warranty expired. When they went into phase two and built the houses on **********, they all got St Augustine grass and whole yard irrigation installed as well as a one year warranty. I was told that because my recent complaint is outside of my warranty window (the warranty we were never given) and they cant do anything for us. Our front yard and side yard are the only issue because it wasnt leveled properly.. we just want decent grass and a level yard to mow. Regardless of warranties, this should have been addressed by KB! After speaking with several neighbors we all have this in common and how KB ghosted us once we gave them their perfect review they manipulated us into giving.Also- the contractors left the drain guards behind and all of their trash so its clogging several of the neighborhoods drains causing water to slower drain away from the streets.

  Business Response

  Date: 07/11/2024

  Please allow this to serve as KB Homes response to the above-referenced complaint.  Thank you. On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention. We always take the concerns and issues raised by our homeowners seriously. It gives us a chance to learn about how families live in our homes, the good and the not so good, so we can get better at what we do every day. And, as you know, earning high marks for customer satisfaction is important to us. While we understand and sympathize with Ms. ******* frustration, KB cannot agree to make repairs that are outside of our warranty obligations.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21115877
  
  I am rejecting this response because:

  I put in several requests upon closing that were never addressed. They pressured, bribed, and manipulated a lot of residents to give them a 10/10 review. My only major complaint was the front yard. You even had someone come out to inspect it and he had pointed out right away there were several spots that needed re-leveled. Our yard never leveled itself out and still has standing water after a short rain, so much so that the sidewalk remains flooded for over 24hrs following a short rain. When the concrete guys came to repair the curbs and sidewalks they missed a few cracked sections. Lazy and the least you could do was supervise the contractors you hire. Remnants of their trash still fills the gutters and wooded areas.

  It took this long to get a response through the BBB so its not surprising to me that our requests was ignored until our warranty had ended. Our backyard is thriving because it was properly leveled so this is clearly not our fault. You put down ***** which does not do well being saturated.. you obviously recognized a problem with this choice as you made changes to phase two and put in a water loving grass and whole yard irrigation.

  Part of the issue is having lead supervisors who dont answer to warranty complaints and service requests. Several neighbors didnt get their 10 month inspections done and repairs incomplete because you hire flaky people who refuse to respond. As a first time homebuyer you should be available to at least point us in the right direction then maybe I would have known to send an email instead of waiting to hear back from someone that refuses to answer the phone.

  Might I add that my neighbor was out of their warranty window and had their yard leveled by KB contractors twice! 

  Dont buy with KB again- noted!
  
  
  

  Business Response

  Date: 08/02/2024

  We strive to achieve complete customer satisfaction, and we apologize for your experience and the delay in responding.  With any further warranty issues, please contact **************** Warranty line directly at ************, or email to ****************************************.  This will generate an automatic reply from the division to which a customer service representative will contact you about your warranty issues as soon as possible. 

  While we understand and sympathize with Ms. ******* frustration, changes to materials and products can occur during the construction process.

• Initial Complaint

  Date:01/17/2024

  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.

  KB Homes is no validating their warranty on a new home. Here is the time line of the events:10/31/23 - I sent and email requesting the repairs and ******* stated they would contact me in a couple of business days.11/9/23 - ******* sent me a text message attempting to coordinate with me for the repairs I replied to her via text message and phone call. 11/10/23 - I received an email directly from ****** with the attached letter to this email stating the following:We ask that you please contact our office at ************ within the next (7) seven days so that we may begin arranging any necessary appointments to address your concerns. If we have not heard from you within the next (7) seven days, it will be necessary to close your warranty request until we are contacted. Again, if you have spoken with your Field Representative, please disregard this notice and I replied immediately 11/14/23 - I emailed regarding a leak in my bathroom upstairs. ****** reached out to me to fix it and stated she would contact me later regarding the rest of the repairs as you can see in my text message string with her. 11/15/23 I spoke with ****** over the phone discussing all of the repairs from the original complaint on 10/31/23 for **************************************************12/1/23 - I sent an email to the warranty email asking for the status of the repairs and no one responded 12/5/23 - I sent an email to the warranty email asking for the status of the repairs and no one responded 12/12/23 - I resubmitted the claim hoping I would get a hold of someone in which ******* emailed me back 2x never mentioning these repairs would not be covered.12/14/23 - I did receive a text message from ********** asking for pictures which I sent and no reply after.12/30/23 - I sent an email asking about the repairs and letting them know my heater was not working the heater was resolved 1/2/24 - ******* emailed me stating I am past the warranty period with back dated letter

  Business Response

  Date: 01/24/2024

  Thank you for contacting us.  Our division reports that they have completed all of your one-year warranty claims that qualified for coverage that you submitted before the one-year warranty term expired.  If thats incorrect, please email ***********************, Director of ***************** at ********************************** and **************** will see to any remaining warrantable items. 
  
  Thank you for contacting us. 
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21101863
  
  I am rejecting this response because:
  I have already spoken with ***** and it is his staff that did not process my claims in a timely manner. Please see the originally submitted evidence. I would like an investigation to be completed into my complaint. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/16/2024

  Our division continues to report that they have completed all of the one-year warranty claims that qualified for coverage that the homeowner submitted before the one-year warranty term expired.  Please email ***********************, Director of ***************** at ********************************** and **************** will see to any remaining warrantable items.  **************** is also willing to accompany the **** representative to discuss items of your concern.  Thank you.
  

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21101863
  
  I am rejecting this response because:
  ***** never addressed my concerns or ever came out to the home to see what the issues were. He never took responsibility for his staff action as well. Lastly he never reviewed my documents.  I would like to touch base the the investigator without ***** at this time then we can discuss having ***** and/or KB home staff come out to the home. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/29/2024

  In light of the homeowners request, we will forward the homeowners response to the ************ ***************** (NSCB), and ask the **** to mediate.
  

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21101863
  
  I am rejecting this response because:
  I will await for the contractors board to make a decision on this matter. They have already completed a site inspection with KB Homes being present on 3/7/24
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/19/2024

  We note that the homeowner is awaiting the report from the **** that has inspected. Thank you.

• Initial Complaint

  Date:01/12/2024

  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.

  KB HOME Bought the house brand new and seen it built from ground up. Move in in June, which I was promised to be moving on March 2023 but that's alight with me. I'd rather want the builder to take their time than rush. Moved in and now we have few requests to get it repaired. we're getting closer to our 11 months and some of the repair's request still not getting done. POOR WORKMANSHIP. Repairs are not getting done in timely manner.

  Business Response

  Date: 01/15/2024

  On behalf of KB Home, we 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.
  Our V.P. of Operations and a customer service representative for ********************** ***********. have met with the homeowner and inspected the warranty items at issue.  All warranty complaints thus far have been completed except for the countertop which is on order. It is expected to arrive in 2 to 3 weeks at which time KB will make an appointment with the homeowner to have installed.
  

• Initial Complaint

  Date:01/12/2024

  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.

  My wife and I purchased a home from this builder three years ago. Weve had a few issues that I will list below.Maintenance requests have been a nightmare as every time we call in they were unable to pull up our address. In the span of emergencies we have had to forego using their process for resolving these issues.The septic system has had recurring issues leaving us concerned still that the plumbing wasnt installed correctly and we will be paying for it continuously in the future.We werent notified of the situation pertaining to a poultry farm adjacent to us. Almost daily, the smell borders on suffocating. There is a major fly issue as well. The representative hadnt been forthcoming during the building process and we were pressured to give good reviews.Im aware when a house settles as well that there will be cracks in the foundation. But we have walls that are bowing.If we would have known of these issues beforehand, we would not have gone through with the purchase.

  Business Response

  Date: 02/04/2024

  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.

  We will continue to work with ****************** until we can reach a mutually satisfactory resolution to the warranty issues raised in his complaint. 

  However, KB Home has no control over the surrounding areas,and recommends that any prospective buyer drive and walk around or otherwise carefully investigate the community and the surrounding area at various time of the day and night to familiarize themselves with local conditions.  Section ** Paragraphs 35 & 36 in the Long Form Disclosure (provided to every buyer) references the existence of agricultural and poultry operations in the surround area (including Hillanddale Farms).   KB Home has no control over the agricultural operations or adjacent properties in the vicinity of the community. 

• Initial Complaint

  Date:01/08/2024

  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.

  KB has demonstrated to me why there are so many complaints and lawsuits against them. I thougy we did our due diligence by having mutiliple inspections and not 1 , not 2, not 3 but an unprecedented 4 walk through ls on our properties. We caught mistakes like putting an electric sicket under a towel tack or capping pipes & moving the vanity . Or reminding then to tear down the pony wall before we passed papers . Yet it took me to notice the soft spots in the floor and a window that nit one of them picked up even after the last walk through that I found counting windows and their sub contractor Sunrise maintained they had adamantly put in while the superintendent" ******" along with myself stood in front of the wall that clearly there was no window & still continued to press it was there and quality had ensured all windows were accounted for not until the superintendent stated " there is no window " in the guest room & that quality can not of checked a window that does not exist ." Never mind concealing a major floor issue ( on pur aalk through we have document ) that a KB superintendent who no longer works for the company stated was remedied but all he did was pad the floor ro get the sale pushed through . It was later on when a plan heeded to be replaced upstairs the sub contractor stated it was a much more involved isse and wgen they removed the vinly planls they found that the entire upper level had to ve removed for inadequate blocking and the sub floor was warped. WE ARE STILL DEALING WITH SOFT SPOTS UPSTAIRS & BUCKLING OF THE ***** DOWNSTAIRS THAT WAS FIXED NUMEROUS TIMES . The construction board is involved KB has been dragging their feet to complete the job telling me that they were tapped on raw materials they need to complete the work . So until calls were made recently they were expected to complete the job months ago & complaints that their workers showed up asking questions on what to. The issues are still unresolved.

  Business Response

  Date: 01/19/2024

  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 are sorry that certain circumstances caused delays in getting repairs completed more timely, but as of today all warranty items have been completed.  Thank you.