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

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  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:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Warranty of the new build home not honored for following matters and date 1. Flooring issues few months after the purchase had issues. It was fixed by the contractor by the KM home claims but it keep coming back. I tried follow up many times. But KB home promises to fix but no response. 2. Water leakage issues within few months of purchase. KB home fixed it. But it reappeared again with the same exact issue. I tried getting support but KB home says it is past warranty although the issue was not fixed in the first place. So, it is just a follow up, not a new issue. 3. Microwave has issues and also not been looked at with the excuse that it is not on warranty while the whole house is.

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/12/06) */ On behalf of KB Home, I 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 Mr. ****** frustration, KB cannot agree to make repairs that are outside of our warranty obligations. We encourage Mr. **** to contact********** (the manufacturer of the microwave) if he continues to have problems with the microwave. Consumer Response /* (3000, 10, 2022/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not address the core issues I am reporting. The business is trying to divert from the core issue by not focusing on my key issues which they have already tried to fix months ago but keep coming back: 1. Floor vinyl 2. Bath plumbing leaks I would like these to be addressed. Business Response /* (4000, 12, 2022/12/19) */ While we strive to achieve total customer satisfaction, in this instance, we will not agree to take any further action - the Mr. **** is demanding that KB make repairs to items that are no longer covered under the KB Home Warranty.

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been in our new KB home for 4 1/2 months, and since day one of taking ownership of this property, we have dealt with issues and still many that are not resolved. Our biggest issue is the unresolved cabinetry damage in our kitchen. KB incorrectly installed the kitchen faucet that caused the severe black mold and odor, resulting in damage to our cabinets. In an attempt to rectify the problem, KB had a restoration company come out. They cut out our cabinets and had a machine run continuously for 5 days to dry it out, consuming our energy, with no reimbursement. We have been waiting for our cabinet reinstallation for over two months! The kitchen looks tacky with plastic taped over the cabinets and products not in place. We haven't been able to use our dishwasher, resulting in an inconvenience and an increase in water consumption. We have reached out to our customer service rep with no response the first time. After reaching out to him a second time asking if we could get our cabinetry replaced before Thanksgiving, Al, from customer service finally informed us that the cabinets would be installed after the holiday-which is disheartening. We have been waiting three weeks for them to re-order cabinets that were incorrectly ordered the first time, which is drawing out this whole process. We feel like we have been scammed by KB. For a house that costs well over half a million dollars, it has way too many issues. We are unhappy with the service and lack of attention to this matter. KB states they pride themselves in customer service, but this is by far the most exhausting and dissatisfying service we've ever encountered.

  Business Response

  Date: 11/15/2022

  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 these homeowners have experienced, and we understand and share their frustration and are working diligently to meet our commitments. We are informed that the kitchen cabinet parts are anticipated to be delivered November 22, 2022 and installation to be performed on the afternoon of November 23, 2022 (a day before Thanksgiving). We thank the homeowners for their patience and wish them a happy and healthy holiday.
  
  

  Customer Answer

  Date: 11/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response from KB, this issue has not been resolved. Once again, the proper cabinets were not ordered. We did not receive our installation that was scheduled for November 23, 2022. We did not even get a timeframe as to when the cabinets would be ordered, which is frustrating. This issue has and continues to costs us time away from work/money and there is no progress.

  Business Response

  Date: 03/13/2023

  We sincerely apologize for the repairs and delays in this customers home.  As we have shared with our homeowner, supply chain and labor shortages combined to produce delays out of our control.  We are pleased to report that the cabinets and repairs were completed on February 3,2023.  We thank our homeowner for their patience and wish them all the best in their home.
  

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19321880
  
  I am rejecting this response because: This issue was not a supply chain/labor shortage problem. We went MONTHS without cabinets due to the supplier failing to order proper parts. Had there been proper documentation, we would have had this problem resolved quicker than 5 months. We still have issues with scheduled workers NOT showing up for appointments. What will KB do to ensure the satisfaction of this dissatisfied customer? 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/08/2022

  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.

  *************** of Kb verbally promised to refund my entire deposit if their lender denied my load. After several request they said I had to wait for a denial letter first. I never received a denial. Four week after I was supposed to close they verbally give me a denial . KB home loans owes me,*****************. $6,000. My number is ************* Vanessa phone number is *************

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */ On behalf of KB Home, I 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 buyer changed jobs right before closing, which caused them to no longer quality for the mortgage loan. Although under the Purchase Agreement KB has the right to retain the deposits, the division has agreed to refund those deposits.

• Initial Complaint

  Date:11/08/2022

  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 filing this complaint because I was lied to from the beginning. We were lied to about locking the rates, and about the down payment. They tell you one thing, then they say something else after they have your money. Back in January, both the salesperson and the loan officer promised things like we could lock the rate after signing if we were pre-approved, and one of the good things about buying with KB Homes was that if circumstances change and you make less money and you don't qualify or lose your job, that you can get your down payment back. This was a good selling point for me because I lost my job 1 year prior and it could always happen again. Then, we got pre-approved by them and gave them our downpayment. After signing, all of a sudden we're not approved anymore, and can't lock rate of 3.8% because I don't make enough, I had a high DTI ratio now, and not enough time on the job. Witch sounded very strange to me because they just approved me not too long ago and rates started to go up. They didn't lock my rate for months, only after I paid 15k to pay off my car loan and lower my DTI. Only then they lock my rate for 5.8%, In May. The crazy part is that my car payment was $270, and I didn't qualify, But the interest rate went up and the payment they originally gave me went up by more than $300. Then, they say the house will be built by July or August, We had to sell our house to pay for the new one and we were in communication with them and around June we ask how much longer it will take to built the house and they said around two more months so I decided to sell the house in June. It is now November and the house is not built yet. After we sold they always made it look like the house was about a month or so away. And now unfortunatly I lost my job last month, and now they are saying I can not get the deposit of 5k back anymore when that is not what was told to me in the beginning and that was a major selling point in my decision to buy from them.

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/11/29) */ On behalf of KB Home, I 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 Home adamantly denies that our sales team told the buyer that his deposit would be refundable if he became unemployed. The buyer was approved for a mortgage loan and had locked in his interest rate when he quit his job. Per the terms of the purchase agreement, KB has the right to retain all deposits. Therefore, we must respectfully deny Mr.*********** request. Consumer Response /* (3000, 10, 2022/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable. I was a finance manager at****************, and ***** eliminated that position. They went from three managers, down to two managers. ***** is cutting staff and cutting pay for everyone in the country. You can call any store to verify this. They wanted me to stay two more weeks to fix everything before giving me the boot and an awful severance package, so I decided to leave right away so I can start finding a new job right away so I can try to qualify for the loan and I told this to loan officer and she said it should be fine. I thought with my experience I would be able to find something quick so I acted fast so I can still buy your home. I was wrong, nobody is hiring outside managers anymore. The car industry is going through the same pain as in your industry. We went from selling over 100 cars per month to 15-20 cars a month. I can only afford this house with manager money, and according to your employee's promise, witch was a huge determining factor in choosing KB as a builder for my next home, "if CIRCUMSTANCE change and you don't qualify for the loan, you can get your money back". This didn't come from ************** in ****** alone, I went to see homes in the ***** location and they said the same thing, when I spoke to the loan officer **************, she said the same thing, while I was in the store in ****** talking to **** about the purchase, I heard the other sales person tell that to someone else, when I go down the large amounts of complaints in**** I see the same suff. HOW DARE YOU tell me that your employees didn't say that when this is clearly something you are telling your employees to say this as a selling point to steal market cap from the other builders. And now let's move on to the root of this problem. I signed a contract on early February because I was told that I was fully approved and If I signed and give the deposit I will be locking the rate. Did you lock the rate? no. You didn't lock my rate until 2 months later when I had to pay $15k to payoff my car and stop the bleeding so I can lock up the rate. When I signed the contract I agreed for payments of $1950 and a APR rate of 3.731%. That's what you approved me for and that is what I agreed to when I gave you my down payment. You lock my rate at 5.8% before your ********* points. that would cost me about $5,000 more per year. I did not agree for this and you force me to because you were taking advantage of customers and you saw how fast the market was moving. You just wanted to lie to me so you can get my money and raise the prices of your homes by $3k every other day. I was mislead to sign an invalid contract. You cannot reserve a home if you are not approved and you told me I was until the day that you got my non refundable money and all of the sudden I wasn't approved. As someone who used to give loans for a living I know that is not legal and now you have ********* off so much I will fight this until the end of me. I was being nice by just going to the****. Now the FDIC is going to hear this and all the necessary government agencies for making me signed an invalid contract because it is very simple. If I wasn't approved in the beginning then I shouldn't have been allowed to reserve the house and I could have gone somewhere else and buy there because I already had other pre approvals from multiple banks that you didn't let me use to reserve the house. You have lied to the right one this time and I will not stand by it. I will write my complaint to the FDIC and other government bodies for K B Home Loans for getting me into this mess with a FAKE APPROVAL to get my "non refundable" down payment. This FAKE APPROVAL is why the U.S has a "TRUTH IN LENDING ACT". I will also be going to Channel 8 news so everyone knows the liars your company is. If I don't get my money after all of that I will be forced to go legal, and I will not just be coming after my down payment, I will be coming after all of the money your company has cost me. The $5k down payment, the $15k I had to pay so I can finally lock a rate that was supposed to be locked 2 months prior, the $3k I had to pay to cancel the rental agreement at the apartments I was living in for 3 months to be able to moved to the KB home when I still had a job, and most importantly the home I had to sell using the timeline and recommendations given to me by your employees, and all the pain and stress this situation has cost me and my family. Business Response /* (4000, 12, 2022/12/22) */ I am very sorry to hear of Mr. ********** frustration and disappointment in KB Home. It is always our goal to earn our customers' satisfaction every step of the home building process. KB Home's position has not changed. Per the terms of the purchase agreement, KB Home has the right to retain the deposits.

• Initial Complaint

  Date:11/08/2022

  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.

  ** promised ************************* a refund of his deposit of $6,000. and they are refusing to make good on their promise.***************************** numer is ************ ***************************** number is ************

  Customer Answer

  Date: 11/30/2022

  ***Document Attached***
  After failing the complaint, On 11/9/22 ******* and I received an email that they decided to refund the $6000.
  It is December 1, and we have yet to receive the refund.
  See Attachment/File: Refund promise.pdf

  Business Response

  Date: 06/28/2024

  Because of confidentiality issues, we cannot provide information to individuals who are not a party to the transaction.  Thank you.

• Initial Complaint

  Date:11/04/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This problem began on or around my closing date 7/30/21. There were serval topics of concern that was discussed with KB Homes, and it was agreed that the following would be address before my limited 1 year warranty would expire. 1-Excess concrete on the side of the home. Chips, cracks would be patched and repaired. 2- Whirlpool stove hood was never install properly and does not function. 3- KB home sent a surveyor to my backyard without my consent and dug gaping trenches around the side of my property, I never gave consent for this. My landscape is now very uneven since it was not backfilled evenly. As of today 11/3/22, last time I spoke to a KB representative was approximately 3 months ago with promises of resolving the remaining issues. Carlos dropped off a new hood fan and it's been sitting in my den for about 3 months. I still have excess concrete oozing off the foundation, the job does not look very professional and the way my situation has been handled has been quite frustrating. All I'm requesting is KB to fulfill their promises, I purchased a brand new home and it's exactly what I expect.

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 8, 2022/11/25) */ 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. Please be advised that we are in the process of contacting our homeowner so that we may schedule an appointment to inspect the items referenced in the complaint. Once we have inspected the residence, we will promptly respond to the complaint and to your office.

• Initial Complaint

  Date:11/04/2022

  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.

  We wanted to purchase a house at **** Gazelle Leap in ****** with KB homes. We were asked by the manager for *********************** division in ******, *************************** to pay $1,400 as a deposit for the house instead of regular $1,000. We wired payment on March 10 2022. See attached correspondence. Unfortunately we are not able to afford purchasing this new home in ****** at this point. I inquired to receive back our deposit as failing to purchase this home is not due to our negligence but due to unforeseen economic and financial struggles we are facing right now. The interest rates are too high that would make our monthly payments impossible to pay. Also, my job employment is unstable and the future unforeseen. I reached out to KB homes but never heard back. I want to receive the full payment of $1,400 back from KB homes.Let me know what other documents and information do you need from me to resolve this problem? Sincerely,

  Business Response

  Date: 11/29/2022

  On behalf of KB Home, I 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 buyer was approved for a mortgage loan and KB Home started building the home. ******************* tried to get the buyer to lock in their interest rate, but the buyer refused. Per the terms of the purchase agreement, KB Home has the right to retain the deposit.
  However, if the buyer would like to purchase a home from KB Home at a later date, we will agree to credit the deposit towards the new home.
  

  Customer Answer

  Date: 12/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  Thank you for your response. However I don't agree with above response. My Husband and I wanted to lock the rates in May. We didn't sign the Initial agreement because it was marked that our rate were not locked. We even signed up for the 2.5% of Loan Amount (Points) (see attached Loan Estimate and Itemization of Fees) and wanted to lock our interest rate. In July the mortgage officer came back and told us our rates where not locked. I emailed back (see attached) and never got the response. Until the late of September when KB home officer asked again about locking interest rates, but the interest rates where already ****% (1% higher than what we thought we locked). The communication with KB Home mortgage was very difficult all the time and we never got answers to our questions. Please see attached all correspondence and initial agreement.
  That being said we were not able to communicate and lock our interest rate when we wanted. After the rated rise we were not longer able to afford this home.
  We don't feel responsible for this situation and want our deposit of $1,400 back.
  Thank you for understanding.
  See Attachment/File: 2022-0714 Gmail - Re loan update

  Business Response

  Date: 12/12/2022

  We are disappointed to learn that the buyer is unhappy with our response. However, our position has not changed. Per the terms of the purchase agreement with KB Home, the buyer's deposit is not refundable.

• Initial Complaint

  Date:10/27/2022

  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 have requested a change order to refund the optional items below, which we paid in cash to the Design Center.Vinyl plank first floor = $9,335.00 Window blinds package = $1,225.00 Stair railing at bottom = $1,110.00 Carpet pad upgrade = $1,044.00 Baseboard trim upgrade = $905.00 Garage door opener = $690.00 Total Refund = $14,309.00 First KB Homes gave a run-around and finally said they don't do any change orders after design selection (they had done one for cabinets, so this is incorrect), now they are claiming the contract says optional items are non-refundable. I have pointed out what the contract says, they are now being unresponsive.Per the contract, on page **** "6.6 Refunds on Optional Items. Buyer acknowledges and understands that: 1) For "Un-started Homes", deposits on Upgrades/Options are refundable, unless the loan is approved by Buyer's lender or the time period for Buyer to terminate this Agreement based on a denial of loan approval has expired, 2) For "Homes Under Construction", deposits on Upgrades/Options are refundable, unless the loan is approved by Buyer's lender or the time period for Buyer to terminate this Agreement based on a denial of loan approval has expired, and 3) No refunds will be made if Buyer cancels the purchase of the Home after optional items and/or flooring upgrades have been ordered, the Buyer's loan has been approved or the time period for Buyer to terminate this Agreement based on a denial of loan approval has expired, unless Seller is in default under this Agreement or Buyer is otherwise specifically entitled to a return of all deposits pursuant to the terms of this Agreement."Our scenario does not fall into any scenarios listed.The construction has started, the loan is NOT approved per lender letter, we have not received a denial, and we have not cancelled the purchase of home. Per the construction supervisor's last update, the home status is just block walls awaiting a roof/lumber package.

  Business Response

  Date: 11/01/2022

  On behalf of KB Home, I 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.
  Per the terms of the Purchase Agreement, the buyers' deposit is no longer refundable. However, our VP of Sales and Marketing spoke to ****************** and provided them two (2) different options. Option No 1: The buyers elect to cancel the Purchase Agreement, and KB would apply the deposit towards the purchase of another home (at the same KB division) within 12 months of the cancelation. Option No. 2: The buyers can continue with the purchase and KB would reassign them to a different salesperson and construction superintendent.
  

  Customer Answer

  Date: 11/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The KB response does not reference any specific terms. KB has failed to identify the terms in the Purchase Agreement which specifically states the optional items are non-refundable. I have provided the contract and it is clear per the agreement that items are refundable at the requested time.

  Customer Answer

  Date: 12/19/2022

  ***Document Attached***
  KB Homes also listed the home I am under contract with on the ******* MLS. They have went under contract on the same home. KB homes now has 2 active contracts on this home. I also will be submitting a complaint with the NAR.
  See Attachment/File: C2E11999-0B82-46C5-A36F-62CD2E1DE695

  Business Response

  Date: 02/20/2023

  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.

  
  Per the terms of the Purchase Agreement, the buyers deposit is no longer refundable. However, our VP of Sales and Marketing spoke with the buyer and provided them with two (2) different options. Option No 1:  The buyers elect to cancel the Purchase Agreement, and KB would apply the deposit towards the purchase of another home (at the same KB division) within 12 months of the cancelation. Option No.2:  The buyers can continue with the purchase and KB would reassign them to a different salesperson and construction superintendent.

  
  Since the buyer became nonresponsive, KB Home had to assume that they did not want to move forward with the home purchase.  Therefore, the Purchase Agreement was canceled on or about November 7, 2022, and the home was listed on for sale on November 17, 2022.

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue I'm running into is numerous failed repairs that I've turned to patch jobs. I've been dealing with my floor since November 2021. It was deemed my floors had soft grout through entire home. The builder decided to do extensive soft, grout repairs, ******* and stain of the entire floor that consisted everything being moved by movers into my garage so they complete these repairs the first round of repairs they use the incorrect grout color, which left the stain not blending in with the current correct grout color, the builder at this point wants to attempt to redo the complete repair again consisting of everything being moved stain and ******* being removed in correct grout color being removed in the correct, grout color, being put in then the entire floors being re-stained and hardened. The builder failed to schedule the stain and ******* removal, which has sit back the repair by a week , numerous drywall repairs to my ceiling have been done to the point they ended up repainting my ceilings five times due to the painters not painting correctly leaving streaks cracks previously repaired have came back and re-repaired to the point texture is not blending in with the rest of the ceiling and existing texture turning into bald areas due to the numerous amount of paint the builder did agree to go ahead and have the complete ceiling re-textured and painted painter, refused to spray the ceiling. This time due to all furniture will be moved and the surrounding area sealed with plastic on the walls and floors all fixtures from the ceiling would be removed, when I contacted corporate to ask if there's a way they could spray the ceilings after the retexture they stated there's nothing they can do warranty repairs are done at a local level here in **************** after contacting corporate. The builder now refuses to completely re-texture the ceilings and are refusing to replace the floors at this point due to numerous failed repairs and subpar repairs and patch jobs.

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 15, 2022/10/24) */ 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 been working very diligently with Mr. ******* to get his concerns resolved. The tile itself is fine, but the grout issue is scheduled to start on 10/26/22 and anticipated to be completed by 11/8/22. We have made repairs to the ceiling and will replaster; however, at Mr *******' request, it will be done after the holidays. Mr. ******* requested the ceiling be spray painted, but we do not advise that because the spray fumes will get inside the AC ventilation and compromise the air quality in the home. Consumer Response /* (3000, 24, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. I totally understand where you're coming from about not spring ceilings. It was just I was advised by a painter and the drywall the process that would be done in that instance, such as putting plastic in the air ducts to prevent spray from getting in to the air system, as well as removing the light fixtures from the ceiling and they did advise the floors and walls would be sealed, so no spray would get into other areas plus furniture would be moved into the garage. Yes, the floors are being repaired as we speak. They are scheduled to come out today October 31 and then again tomorrow November 1 and then again next Monday, November 7 and November 8. I did reach out to ************************* to see if there's any accommodation they can do because last Wednesday during the repair I had to live and work in my garage due to all my furniture except the bed frames and washer and dryer being moved out during the floor repair. Drywall, I am a bit confused at this points October 12, 2022. Drywall came to my home and I was on the phone with ********** discussing about getting the ceilings completely re-textured due to numerous issues with my ceiling with the amount of paint that's been applied due to numerous past painters failed painting, which left my ceilings with roller marks, and they've had to come back out several times to re-try to correct that Plus humps forming nail pops near vents and texture fading away due to inconsistency in the texture repairs and due to numerous coats of paint applied ********** talked with ********** and called me back and told me to go ahead and let the drywall guy go that they're going to go ahead and schedule to have the entire great room to the front door replastered I contacted consumer relations October 17, 2022 regarding the spraying later that evening I received a text message around 730 give or take a few minutes and an email from ********** advising me that they will not replaster the great room to the front door I spoke with **********, Wednesday and Thursday about the drywall repairs, and nothing was mentioned about a replaster. I was only advised that they would only repair the humps in the reoccurring crack . If you could please inform me if they are going to re-plastered the entire great room to the front door that would be terrific that will fix this reoccurring issue that we've been having. Business Response /* (4000, 29, 2022/11/14) */ Repairs have been moving along at a steady pace. Our customer service representative has been keeping Mr. ******* appraised of all scheduled repairs, including repairs to drywall and humps in ceiling. The grout is now completed. Once the drywall repairs are complete, painting to the ceiling will be scheduled. Because of safety reasons, we cannot spray paint the ceiling, but will be painted traditionally. Also, because the homeowners were not displaced while repairs were made, and their furniture was removed and replaced each day, we will not be making any further compensations. Thank you. Consumer Response /* (2000, 31, 2022/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am only accepting this business proposal resolution, because I am currently speaking with and working with the executive VP of operations

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple warranty issues related to a new build home. Flooring damaged and needs repair, electrical issues not addressed, missing custom garage door with no updates, carpet left torn up from water leak and mold, shower installed incorrectly. All items under warranty as we have only lived here 10 months but KB not responding to warranty requests. Emailed VP of company with no resolve.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/24) */ 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. KB's Director of Customer Service for North Bay LLC has been in contact with ********** and is working with her to resolve her issues. Thank you.