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

  
• 

  K B Home

  6500 Technology Center Drive Indianapolis, IN 46278

• 

  K B Home

  10475 Fortune Pkwy Ste 100 Jacksonville, FL 32256-3674

• 

  KB Home Raleigh-Durham, Inc.

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

• 

  KB Home

  10800 Pecan Park Blvd Ste 200 Austin, TX 78750-1249

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:01/05/2024

  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.

  Months later and were still dealing with builders issues in this house. Carpet needs to be replaced.Possible gas leak as under the stove smells like gas.Water heater is making loud noise, when hot water is running.Roof tiles have abnormal wide gaps between them.2 of the windows experience condensation.Some of the baseboards need to be replaced.

  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.
  All the warranty issues have been addressed and resolved except for drywall repair which is in the process of repairing.  Thank you.
  

• Initial Complaint

  Date:01/05/2024

  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.

  THERE HAVE BEEN SEVERAL REPAIR ISSUES DUE TO POOR QUALITY WORKMANSHIP SINCE WE MOVED IN 5/2023. CUSTOMER SERVICE IS UNPROFESSIONAL AND DOES NOT ADDRESS CONCERNS IN A TIMELY MANNER IF AT ALL AS THEY BARELY RESPOND TO REPAIR REQUESTS. OUR MOST CURRENT ISSUE IS WE ARE WITHOUT POWER TO THE ENTIRE UPPER LEVEL AND THEY WILL NOT GET SOMEONE OUT UNTIL MORE THAN A WEEK LATER!!!!

  Business Response

  Date: 01/09/2024

  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.
  We apologize for any delays; however, our customer service representative met with the homeowner in December to address the homeowners pending warranty issues.  The homeowner asked that we wait until after the first of the year to perform repairs. The pending repairs are scheduled for January 19, 2024.  The electrical issue has been resolved.
  

• Initial Complaint

  Date:01/03/2024

  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.

  Hi my name is *************************** lives in **** ********* ******* ** *****, I brought this home in 2021 its just 2yrs and the roof gutter pipe stuck and the rain water splashing outside a lot. So if you can help me with this issue, Thankyou

  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 **************** representative for ********************** *********/Central Valley will be contacting this customer to follow up on the situation.  Thank you.
  
  

• Initial Complaint

  Date:01/03/2024

  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 recently purchased a home from KB Home at the Skyview location, and my experience has compelled me to share the numerous alarming challenges I've faced.My list of problems includes major electrical malfunctions, frequent breakage of stair noses, and subpar carpentry in the cabinets and drawers. The most alarming concern was the significant water intrusion around one of the windows, particularly distressing after enduring my first winter in the home.The most disheartening aspect was the prolonged period it took to address the water intrusion, with a notable lack of consideration for my personal schedule. Despite being a physician and unable to easily accommodate service calls, the company refused to work around my availability, a stance that I found particularly unreasonable for an issue as critical as water intrusion in 2023. Now, after the water intrusion repair has been complete, they left me with an unsightly looking exterior that clearly appears to be the area that they had to break open to repair the leak. Compounding the frustration is the revolving door of site managers, with each turnover leading to excuses and blame-shifting. My current point of contact, *******************, seems disinterested in resolving outstanding issues, refusing to honor promises made by his predecessor, Marquise. This includes but is not limited to: An insulated garage door to replace the temporary door that is currently installed, reinforcement of poorly installed stair noses, backup replacement planks. Recently, when attempting to address the remaining items on my warranty request list, *** flatly denied multiple claims, contradicting prior assurances supported by documentation. Upon requesting a discussion with his manager, I was met with a shocking refusal to have a conversation with me.Also I was never granted the 10-day, 30-day, 6-month, or 12-month walkthroughs, as initially promised before the closing of escrow.

  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.
  
  The homeowner closed escrow on the subject property about 18 months ago, and since then KBs customer service representatives have worked diligently with to make repairs to their warranty issues as efficiently as possible.  KB makes every effort to accommodate the homeowners schedule from Monday through Saturday, 7:00 am 5:00 pm.  However, the homeowner needs to be available to give KB access to the subject property to complete the repairs.  With respect to some of the homeowners specific warranty items, the kitchen outlets were recently checked by an electrician and no defects were found; the loose stair nosing was previously repaired, we re-inspected it, and found that it was properly repaired and no longer loose; the stucco has been repaired; and the house hinges were replaced as a courtesy.  We value our customers and make every effort possible to timely respond to their concerns.
  
  

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21048472
  

  I am rejecting this response because:

   

  Dear Better Business Bureau,
  
  *************** to KB Homes' rebuttal to my prior complaint and sincerely value your ongoing support in addressing the persisting challenges I've encountered due to their unethical business practices and their failure to fulfill their obligations in rectifying issues during the warranty period. I must express my disappointment with KB Homes' attempt to discredit my concerns, as many of their statements are misleading and, in some cases, false.  
  
  The reality is that I acquired this home with a substantial construction defect, leading to a profound leak within months of the completion of the new housea circumstance that demands careful consideration. 
  
  Contrary to KB's claim that their customer service representatives diligently addressed repairs and warranty issues, my experience paints a different picture. I consistently had to persistently follow up with the manager to handle my claims, indicating a lack of proactive attention to customer needs. I felt completely abandoned after the home purchase, a sentiment exacerbated by the fact that major water intrusion reported in February ************************** June 2023. Throughout this period, I faced numerous hardships as the second floor of my home became uninhabitable. The KB team exhibited a lack of urgency, neglecting to inquire about the well-being of my family or me. Regrettably, no efforts were made to rectify the situation or compensate us for the substantial inconvenience caused by this significant issue. The delayed response, combined with inadequate exterior repairs, underscores KB's failure to prioritize both customer satisfaction and, more importantly, customer safety.
  
  The issue of broken stair noses further exemplifies KB's negligence. The installation of the stair noses was subpar, and they continue to be excessively loose. Two stair noses broke within months, and their vendor admitted to their improper installation. Despite a proposed plan to reinforce all stair noses, the former manager, Marquise, failed to ensure timely resolution. 
  
  Furthermore, it is crucial to highlight the unfulfilled commitment concerning the box of flooring planks. The misinformation from the former manager has left me in a precarious situation, potentially necessitating the replacement of the entire flooring, underscoring a lack of integrity on KB's part. Additionally, the decision to opt for this flooring upgrade was driven by the initial assurance of $20,000 towards upgrades with the KB preferred lender who ultimately breached the agreement. Despite receiving assurance of loan approval and a commitment to receive a $20,000 incentive credit, and despite meeting all the specified conditions, the lender, led by *********************, failed to uphold these promises. Rest assured that my claims are supported by thorough documentation, reinforcing the legitimacy of my concerns. This deceptive action ultimately influenced our decision regarding the flooring upgrade, entangling us in an undesired flooring option. This broken promise not only impacted our financial situation but also marked the initial erosion of our trust in KB's dedication to customer satisfaction.
  
  To add insult to injury, when seeking clarity and understanding from ******, he flatly declined to communicate with me. This refusal to engage in a constructive dialogue further demonstrates KB's disregard for customer relationships, contradicting their slogan, "built on relationships."
  
  In conclusion, the evidence presented here only scratches the surface of the challenges I have faced dealing with KB Homes. It is my hope that the Better Business Bureau will thoroughly investigate these matters to ensure that KB Homes is held accountable for their actions and that appropriate resolutions are reached.
  
  Thank you for your attention to this matter.

   

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

  Business Response

  Date: 02/08/2024

  With respect to the homeowners current claim: a new garage door is on order and KB is happy to install it for the homeowner when received.  All other previous warranty items have been declined for reasons previously stated.
  
  

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21048472
  
  I am rejecting this response because:
  

  Firstly, concerning the electrical issues in the kitchen, it is evident that the circuit's excessive sensitivity poses a significant safety hazard. Despite acknowledging this issue, KB Homes has failed to take appropriate action to rectify it, as confirmed by the electrician's assessment. It is imperative that KB Homes provide an electrician to rectify this issue immediately, as failure to do so may result in further damage or even pose a risk to our safety.
  
  Secondly, the misrepresented inspection of the stair noses and the subsequent failure to reinforce them as agreed upon is deeply concerning. KB Homes must honor its commitment to ensuring the integrity of the home's structure and promptly repair the stair noses in accordance with our previous agreement. I have documentation to substantiate our agreement and hold KB Homes accountable for fulfilling its obligations. The unethical attempts to deflect responsibility and pressure me into closing the outstanding claims without my authorization are deeply troubling.
  
  Furthermore, the failure to deliver the promised $20,000 incentive credit and the subsequent discontinuation of the product without providing a suitable alternative is unjustifiable. KB Homes must fulfill its promise of providing the incentive credit and provide the box of replacement planks as initially agreed upon. The misleading information provided by various managers regarding the delivery of the replacement planks has resulted in undue inconvenience and potential financial burden for me.
  
  In light of the above issues and KB Homes' failure to address them satisfactorily, I have consulted with my attorney and am prepared to take legal action to pursue the resolution of these matters. I will provide evidence of our correspondence and supporting documentation to substantiate my claims.

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

  Business Response

  Date: 02/28/2024

  We respectfully disagree with the homeowners allegations for reasons previously stated.

• Initial Complaint

  Date:01/02/2024

  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.

  Around December 2021, my wife and I began the process of purchasing a home through your company. We were slotted to have plan **** in bright view at ***************** at street address *************************************************************. We put a lot of upgrades into the home which required us to put down approximately $26,000. We faced a lot of setbacks that pushed the project back months at a time which we faced without complaint. During our inspections from our private inspectors, they discovered mold growth within the wood foundation throughout the home. When I brought this up to our contractor he said that he would not fix it. During pre-drywall inspection there were multiple areas in which the insulation came out of the rafters. The workers failed to close an upstairs window during hurricane *** causing water damage to the walls of the bathroom, down the walls of the kitchen, and the pantry. There was water intruding under the walls in the kitchen and under the walls in the garage. There was standing water in the garage which caused water damage to the cabinets that were being stored there. Our original contractor quit and the new contractor refused to repair the water damage in the walls or replace the water-damaged cabinets. Once we expressed our concerns to the sales associate, *****, he began to threaten us saying that the issues we brought up were not something that they had to replace or fix. He began to call me and my wife several times a day to make us continue with the purchase of the home without fixing our issues. He texted and emailed photos of another homeowner's contract claiming that I violated the contract and threatening legal action against me. The contract he sent me was not the same contract that I signed. He began to get very verbally abusive with our realtor and continued to harass me and my wife. He also signed a cancellation contract saying that we had buyer's remorse and submitted that paperwork without our approval.

  Business Response

  Date: 01/26/2024

  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.

  Our Sales and Construction Team tried to address **************** concerns.  However, he refused to meet and elected to terminate the purchase agreement. Therefore, KB Home retained the deposit as liquidated damages as provided for under our contract.
  

  We wish them well on their future endeavors.

• Initial Complaint

  Date:12/19/2023

  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.

  We bought our home from KB Homes Oct. 29, 2022 and we have had several issues with the build of the house and the responses from KB Homes and their warranty department. We have multiple emails showing the disregard they show for honoring their contract and resolving issues. Some of the big issues we have are below.* They go weeks without responding to emails, forcing escalations to get a response.* When they schedule for repairs to be done, most of the time nobody shows up or show up and don't have the correct materials requiring things to be reschedules. We have had items on the list for over a year and still have not been resolved.* We are not the only ones, we have at least 8 neighbors who are in the same boat, not getting responses and items fixed.* Taking time off of work to be available for trade works to come and do work, is impacting my work as I have to take multiple days off to actually get work done as they have to come two or three times before the work is done. They company has passed around different people in the warranty department, but the director *************************** ************************************ seams to be the end of the road for us. We have reached out to the ****** customer service, which is directed to ********. I also reached out to head quarters and was directed back to ********. She is fully aware of all the issues but, does not care to resolve and even involve herself to ensure work is being done. She always just passes it back to the warranty representative we are working with.

  Business Response

  Date: 12/19/2023

  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 and apologize for the delays and any inconvenience to this homeowner.  We have contacted the homeowner and repairs are scheduled for January 4, 2024. 
  

• Initial Complaint

  Date:12/12/2023

  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.

  Last year a work order was requested for the paint inside and outside the home. It was never completed for the inside. The outside was done but executed very poorly and was not noticeable at first. Now that Im selling the home it was noticed by my realtor. I reached out to KbHome and requested that they address the issue because there was a work order requested on it and it was not done properly. Neighbors have told me that if there was a work order on it it would still be under warranty because it was not completed properly. I submitted another request with no response from KbHome. This has affected the sale of my home because it it extremely noticeable. I will have to pay a painter $1500 to $2700 in order to correct their errors. I believe they should still be responsible to fix this because it should have been done right the first time.

  Business Response

  Date: 12/15/2023

  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.

  While we understand and sympathize with ********************** frustration, KB cannot agree to make repairs that are outside of our warranty obligations.  

• Initial Complaint

  Date:12/12/2023

  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.

  8/22/23-9/2/23, *************************************************. Black water contamination due to a new home builders' defect within 45 days of purchase. Per Builder, a sub-contractor intentionally dropped a hammer in sewage line from 1st to 2nd floor. 75% of 1st floor contaminated, backup into kitchen sink, ******************** powder room toilet & sink and drywall. Cleanup included drywall removal/replace, downstairs toilet/sink replace, remove/replace 50% of kitchen cabinets. Sink held up by wood. Tenant rented Airbnb for 11 nights until everything had been repaired, replaced, painted and aired out. Builder didn't contact us for 8 days, only after we complained to ***************** Builder determined home was "habitable" after 2 nights. We submitted a letter to Builder requesting reimbursement for Airbnb, per diem, Tenants incidental losses and lost rental income. Builder was willing to reimburse 4 nights of Airbnb, 12 days per diem, and $250 (out of $1,387) for Tenants losses. Builder stated we should have obtained prior approval and placed Tenant into a designated hotel, and we may have been reimbursed more. The incident occurred at 8 pm and Tenant found what was available. We were offered $990 although total losses were $5,092.45. While we were satisfied with timely repairs, we are not satisfied with the displacement allocation and have not signed the letter. We didn't uphold our obligations to Tenant for a healthy and safe environment. BTW, during final walkdown prior to signing, we reported water leak. Builder said it was the freezer and they fixed it. Neither our Tenant, nor should we, have to use our insurance for reimbursements due to 1) intentional act by Builders' subcontractor; and, 2) poor quality control. PS, we bring up poor quality control because in a separate incident, a 2nd home we purchased on the same street didn't have a natural gas line run to the heater. It was repaired under warranty.

  Business Response

  Date: 12/16/2023

  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 for the inconvenience to the homeowners tenant; however, the home is subject to a written Limited Warranty Agreement which obligates the homeowners to contact KB Home in writing as soon as reasonably possible after the discovery of a potential claim. Emergency situations may be reported by telephone to a representative of the KB Home customer service department and followed up thereafter with a written warranty claim form.  This same agreement between the homeowners and KB Home expressly advises the homeowners that KB Home will not be responsible for unauthorized repairs completed by non KB Home personnel or subcontractors, or for the costs of such repairs or unauthorized accommodations pertaining to such emergency situations. 
  
  The tenant stayed at an offsite facility that exceeded KBs allocation amount per diem, and for additional two (2) days more than KB believed necessary; however, KB has offered to reimburse the homeowner for four of those nights as well as food per diem compensation with a KB Home Displacement Form signed by the homeowner. In addition, KB has also offered to reimburse tenant for incidental personal belongings with proof of receipts of damaged goods. KB believes this offer to be fair and amicable.
  

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 20984804
  
  I am rejecting this response because:  We appreciate KB has responded and can understand that they feel justified in their offer; however, the truth is we had no guidance from **************** for the first 4 days of the event. The evidence is that we had to notify the corporate office in writing for assistance. While the repairs were quickly addressed under the 45 day construction umbrella, we did what was right for the health and safety of our tenant in regards to accommodations. Our tenant didnt feel safe with construction personnel going in and out of the house. Accommodations were restricted due to local entertainment venues in *********. 
  

  We own 4 KB homes and quite frankly feel marginalized by the treatment and offer weve received. We just want to be made whole for the damages and expenses we incurred because of KBs lack of quality control. If we had not bought this home, we wouldnt have had to deal with this problem. 

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

  Business Response

  Date: 01/19/2024

  We are sorry that repairs were necessary for this homeowners home, but are glad that our **************** Warranty covered necessary repairs.  In response to our customers concerns, we covered all days during repairs where home occupancy was not possible.  In response to our owners concerns, we added additional days in alternate living expense coverage despite the home being restored to an occupant ready condition.  

  Customer Answer

  Date: 01/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accepted. Due to the amount of time that has passed we ask that the company provide us the correct form to process the claim.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/08/2023

  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.

  ******* husband purchased our very first KB Home brand new on August of 2017. In March 2022 I started to notice that our tiles on our roof were starting to slid out of place. How is it that they are coming out of place after about 5 years, your roof should last 20+ years if done professionally. I emailed KBs warranty (North **************) April 2022 to see if we had warranty still & they denied our request to file a claim due to coverage only covering the first 2 years from signing. Its upsetting as we are paying for this huge ************** roof wasnt done properly. KB told me to contact the contractor named ********************** to see if they are able to help, I went online to search up their information & do my research, they had the worst reviews/complaints for roofing. How could KB hire contractors that do crappy roof jobs on their newly built homes. I didnt call them as I would not want them to come back & try to fix my tiles that are sliding out of place. I then called my homeowners insurance for help in May 2022. They sent out an inspector to inspect my ********* insurance found that my tiles are falling out of place due to faulty workmanship so there was nothing they can do. I then called a 5 star roofing company in my area to come out to repair 3 ************ also advised that it was faulty workmanship, they stated that my whole roof was going to need repair but I couldnt afford that as I feel we shouldnt even have had problems in the first place since purchasing a completely brand new home. I now can see even more tiles sleeping out in different areas on my roof. I just want my entire roof fixed & repaired correctly by a quality professional that should have been done from the very beginning if KB would have hired the right people & not hiring contractors that are not doing a quality job.

  Business Response

  Date: 12/14/2023

  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 checked our customer service records and do not have a record of a roof claim for this home.  Please submit a request to ************************************ so that our customer service department may investigate and inspect the roof.  Thank you.
  
  

• Initial Complaint

  Date:12/06/2023

  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.

  I regret to say that my experience with this home builder has been nothing short of a nightmare. This was my first home purchase which should have been an exciting time in my life turned into a source of overwhelming stress. The communication was virtually non-existent coupled with appalling customer service. Despite the companys alleged emphasis on stellar customer service, my experience has been severely disappointing. Communication breakdowns were frequent and attempts to resolve issues were met with incompetence and indifference. The disconnect between their proclaimed commitment to exceptional service throughout all aspects of their company (sales, building, customer service, warranty) and the reality of my interactions with them turned out to be nothing more than empty rhetoric. In spite of their supposed commitment to energy efficiency, my home was not energy star efficient, a fact hidden until months after closing. Endless delays, amounting to over a year, cost me thousands in rent, moving, and storage. Their dismissive attitude towards my concern, likely due to the homes lower cost, was disheartening and extremely unprofessional. Craftsmanship suffered from poor subcontractors, and I witnessed three project managers come and go due to high employee turnover. Locks not working on move-in, paint on floors, no hot water set the tone for ongoing issues. Warranty claims are met with denials and promised repairs from before closing remain unresolved. The floor plan's commitment to a large walk-in closet was simply false. Almost two years later I am still receiving the same treatment and fighting with KB to fulfill their commitment and provide me with the home they promised.

  Business Response

  Date: 12/14/2023

  At KB Home, we strive to achieve total customer satisfaction.  We will continue to work with ****************** until we can reach a mutually satisfactory resolution to the issues raised in her complaint.