ComplaintsforKB Home

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live a community that is roughly 2 years old. We have 2 warranties. One of which is (1) year and it pertains to any exterior discrepancies. The other is a (4) year warranty for internal issues such a plumbing. Myself, as well several of my neighbors started having issues with leaking faucets. My faucet is literally spewing water to the point that I have to turn off the water completely underneath the sink for it to stop. Once reported KB informed me that a leaking faucet isn't covered under the warranty however it is very clear that it is bad installation / craftsmen ship given how it has happened to several neighbors. The representative said for it to be covered the leak "would have to be inside the wall", Which doesn't make any sense. This needs to be corrected.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/24) */ On behalf of KB Home, I sincerely appreciate you bringing the aforementioned 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. After investigating this claim it was determined that the situation is not a plumbing defect but rather a hardware issue. Under our warranty policy, the homeowner would need to contact the manufacturer to resolve this matter or source his own plumber since this issue is out of KB's limited warranty. Consumer Response /* (3000, 7, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an issue that several of my neighbors have all experienced, all seemingly around the same time. After some research I've come to the conclusion that KB is notorious for using sub-par materials. Customer service or standing by their product is not something they are concerned with or interested in. I will ensure that this made known to those interested in purchasing KB homes in the future. Poor quality, poor customer service. I highly regret ever doing business with this builder as this is not the first issue we have experienced. Business Response /* (4000, 9, 2022/01/27) */ We are sorry that our customer remains dissatisfied. Although the faucet is not covered under the KB Home warranty, as a courtesy to the customer, we contacted the faucet manufacturer, Kohler. Kohler advised that the homeowner should call them at 1************** and Kohler will replace the faucet at no expense to the homeowner as it is a lifetime Kohler warranty. When the homeowner contacts Kohler, they will need to provide the model number from a white tag on their cold water supply line as well as the manufacturing date. As always, we strive for 100 percent customer satisfaction and wish Mr. ******* all the best.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had continuous issues with substandard contractors involved in building our home. From plumbing issues, structural issues, and paint. We were told from day one that our paint was covered under warranty. When attempted to obtain better paint than the quality of paint provided, I was told by **** of KB Homes that it was not possible because the paint was under warranty and KB Home could not use paint the buyer provided because it would void the warranty. In addition, we paid approximately $**** to upgrade our paint. After asking the builder to rectify a horrible paint job, I am now being told our paint is no longer available AND the paint is NOT under warranty. We have been told by several representatives of KB Home that the paint is in fact covered under warranty. KB Home was notified long before we closed on our home that the paint we chose will be discontinued and would longer be available. Because of their mistake, we are being told that they can only try to get close to our paint color leaving our home with obvious color patches and 2 different colors. This is unacceptable. I was told by **** to contact ****** that rectifying the issue with our paint was just a courtesy because it's not covered under warranty although it has ALWAYS been an issue and never resolved. **** told me contact *** ****** for a better resolution. I have contacted Mr. ****** at least 6 times leaving voicemails and have yet to receive a call back. KB homes should treat its customers and disabled veterans better.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/01/14) */ 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 the homeowner until we can reach a mutually satisfactory resolution to the issues raised in the complaint. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were previously told all these issues would be handled on numerous occasions and yet they weren't. We are only interested in actions at this point, not wordsmith . Business Response /* (4000, 9, 2022/01/26) */ ***** ******, Regional Customer Service Manager, met with the homeowner yesterday and created an itemized list of issues that need to be addressed. Another meeting is scheduled on February 1st so the parties can finalize the repair list and schedule the work. Consumer Response /* (4200, 11, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) My wife and I had a very positive experience with Mr. ******. Mr. ****** acknowledged and agreed with all of the noted discrepancies. Due to our past experience, we wish to leave the complaint open until KB Home begins the correction process. Business Response /* (4000, 13, 2022/01/31) */ We appreciate Mr. ********** comments. KB strives for complete customer satisfaction and are diligently working to resolve his issues as quickly as possible. Consumer Response /* (4200, 15, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Awaiting completion of scheduled repairs.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 25, 2021 I completed a home application with KB Homes for an under construction property located at Miller Ranch in San Antonio, Texas. Salesperson, Vickie Sherrill proceeded to send me the link to process the $500.00 earnest money deposit in order to place the home on hold while I continued with the application process. Unfortunately, due to not being able to afford the projected out-of-pocket down payment amount, I decided not to move forward within a timeframe of 48 hours. Since then, I have been inquiring on the status of the earnest money refund check. Besides calling the salesperson multiple times, I have also e-mailed on 10/05/2021, 10/12/2021, 11/22/2021 and 12/14/2021. The salesperson on 10/12/2021 confirmed she had inquired and confirmed I would receive a check. However, no further information has been provided. I have called the KB Homes National Sales listed online 1-************ and have spoken to multiple "Receptionists" who limit themselves to transfer my call to my "state office". None of these call transfers have resulted in me being able to speak to an agent who can assist. The "Receptionists" all insist they are "not allowed" to offer a direct number to clients. On 12/11/2021, I called the salesperson who requested for me to text her my e-mail as she was driving would send an e-mail that would include me to inquire about the refund's check's status. I have yet to hear back from anyone, much less have received the earnest money check refund.

  Business response

  01/26/2022

  Business Response /* (1000, 8, 2022/01/07) */ The refund has been mailed to the buyer. Consumer Response /* (-5, 9, 2022/01/10) */ I received the pending refund from KB Home in the form of a check in the mail on 01/08/2021.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our newly constructed home in March 2020. At the time, we were assigned to the lead contractor, ****, to oversee all issues falling within the warranty of the home contract. We meticulously provided the inspection report from our third-party home inspector in addition to our observations on deficiencies as a requested repair list. **** agreed to resolve all of the problems we presented and had no issues with the list. Work orders were progressing well under him. By February 4, 2021, we were reassigned to a KB customer service representative, ******. Communication and work began to slip shortly after the transfer and items have not been getting resolved without significant effort on our part. We are waiting for any action on issues that were re-engaged on September 20, and the last communication regarding them was on October 25. There has been no communication since then. While we have been waiting to finish issues, KB has been able to clear ground on 3 additional sections, build almost every house within, and just about close out the entire neighborhood. When we can get ******** attention, he works well to get work coordinated to address a single problem. However, more often than not, we wait a significant time from the next concern until a reply; as he is either busy, in other neighborhoods, or out of contact. We think it is irresponsible to leave owners waiting a better part of a year on promised repairs while the company elects to complete more homes. The frustration was so much for us that on May 12th, 2021, we reached out to KB Homes where *** contacted us back to help resolve the issues. Since then, we have included ******, ****, and *** in all emails regarding problems needing resolution. The majority of the list had been completed until 2 major items became their main focus and just a few items remain pending since Feb 2021. We are asking to have priority to complete the work before they close construction in our community.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/12/20) */ 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 in the process of contacting ********* 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 his complaint and to your office. Consumer Response /* (3000, 7, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shortly after the BBB complaint was forwarded to KB, *** contacted us on Dec 16th to inform us that ****** no longer works for the company and our new representative would be in contact with us shortly. The following day, ****** with KB Home Warranty contacted us to provide us his information and request any details so that he could take over our work orders. In our phone conversation I explained the problems we had getting things completed and told him that if workers were available over the holidays we would be happy to coordinate to see the work completed. While ****** informed us that he will be taking over management of our case, that is as far as work has progressed. We supplied him the list of outstanding repairs on Dec 20th due to a few technical delays, which he confirmed receiving on Dec 21st stating he would be getting back with us on scheduling the items. Since then, we have had no contact. We understand that the holidays create additional delays, but due to the short timeline of BBB in providing feedback of satisfaction, we cannot at this time say that anything has improved besides a change of personnel in managing our case. Business Response /* (4000, 9, 2022/01/07) */ KB Home has been in contact with the homeowner and has developed a repair timeline with them.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 5th we went to visit the Skyview community by KB Homes and decided to give $500 to separate the house we liked and hoped was ours. I read the purchase agreement which clearly states that if the purchase doesn't go through, they would refund me those $500. After few weeks we found out our credit needed some work to which we agreed to have a credit representative from KB homes help us. The representative never called, emailed or messaged back. So we requested to have our money back. Today, November 4, we still haven't gotten our money back and Jason Jacobs (sales manager) keeps lying me and each weeks he says the check is being processed and it will be sent by next Tuesday... he's been telling me this since September 25th... I'm tired of going back and forward and them not caring and lying. It's $500 that for the company is nothing compared to the revenue they make on 1 sale... but those $500 I needed them to move which now I was unable and I feel unsafe where I currently live. Please please, just help me get my $500 back I attach my receipt and my last conversation with *************

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/18) */ On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention. We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction. The refund has been mailed to the buyer last week.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I put $**** down on a lot with KB Home in Katy Texas on 8/25/2021 we decided that we were not interested and they said we would get our refund back between 6 to 8 weeks talk to Mr *** the sales consultant to let him know what was going on cause it been over 8 weeks he kept giving me the run around I'm not stupid in good faith I gave them my money I solely believe they should do the same in refunding me mine no if ands about it just being real one thing for sure nobody have money to give away!!!

  Business response

  11/12/2021

  Consumer Response /* (2000, 6, 2021/11/10) */ No I have no more complaint with KB Home. I received my refund back and totally satisfied

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started with a popping noise in ceiling, about the same time as the sun was coming up. it progressed to 2 or 3 time a day, now it happiness at all time of day and night. i hired a inspector ( report available ) he found a split beam and numerous deflectors unattached. he suggested i hire a structural engineer. the structural engineer inspection found another beam unattached from the rafter and just hanging ( report and pics available). he said that the support structure was week. theres a crack in the foundation from the front of the garage to the back deck . 2 tiles were replaced in 2020 under warrenty , I was told by a KB homes worker the warrenty on tile was 5 years this tile was replaced in the 3 rd year. since then 3 more tiles have cracked pretty wide and along the lines going to where the 2 tiles that were replaced were the structural inspector said that there's a crack along the grout line to that point. this is along the crack from the garage to the back deck. there's also 2 cracked tiles on the second floor in the master bathroom. there's other issues but they are minor in comparison, however there are a lot of them electrical and structural including rotting wood on a 4 year old house

  Business response

  12/31/2021

  Business Response /* (1000, 5, 2021/11/11) */ 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 have been in contact with **********. We look forward to addressing his concerns once we have had the chance to inspect the home. Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) they said inspect the house, ok then inspect this house. i have 2 inspection results and advise from ARP roofing. the last person they sent up in the ceiling simply lied to my face, told me nothings is wrong, the pictures i submitted show otherwise. i actualy have a beam hanging and another split in 2 Business Response /* (4000, 10, 2021/11/24) */ We are working with the homeowner and our trade partners to schedule a mutually convenient time to inspect the home. Consumer Response /* (4200, 12, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) will wait to meet with KB homes. However, the last guy they sent to look up stairs lie to my face! every body else that looked wonders how it passed any kind of inspection. for the last guy that looked up there for KB homes, no its not normal "CHECKING" Business Response /* (4000, 14, 2021/12/20) */ We are working with the homeowner to schedule an inspection of the home.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  KB Homes Las Vegas, specifically ************** and ************, refuse to back warranty work on my house, the master bathroom has been sinking, they have been applying a bandaid repair and the work is continuning for 6 months now with no end in site. Their trades have caused damages to my personal property, carpets, floors, bathtub, quartz, street and more and they refuse to replace or fix properly, I went weeks without pay because they have forced me to stay home while their trades continually mess up my house causing further delays, they will not order equipment needed to finish the job, they forced me out of my master bedroom and bathroom for over 6 weeks due to construction debris and dust everywhere, They continually refuse to do the work and have not fixed the root of the issue of the sinking floor, they just added 1/2 inch of thinset concrete to the floor to make it appear level which it still does not and now my bathroom is 1/2 inch higher than the rest of the house. I am tired of dealing with them after 6 months of delays and negligence and need my house finished properly and all damaged items fixed to my approval or replaced.

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/02) */ We regret that our customer is upset with repair delays in his home. As we have shared with our customer, supply chain and labor shortages have combined to produce delays. However, we stand behind our industry leading New Home Limited Warranty and are confident that most necessary repairs if not all should be completed by the end of November 2021. Indeed, we provided our customer with the below schedule for repairs: 1. Drywall tape joint at bathroom - 11/17 or 11/18 (depending on customer schedule). 2. Paint touch up - 11/19 (depending on customer schedule). 3. Quartz chip courtesy repair at master shower - 11/17 or 11/18 (depending on customer schedule). 4. Courtesy tub buff (final) - 11/17, 11/18 or 11/19 (depending on customer schedule availability). 5. We hope to receive an install date on the flooring strip to be installed by the tub shortly and will update the customer. 6. We hope to receive an inspection date for your carpet from the manufacturer shortly and will update the customer. Consumer Response /* (3000, 7, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) To start, ***** and ***** need to be pulled off this work as they have caused this mess, KB fails to give me a contact higher up than them to talk to and work this out with. This is not a supply chain or labor shortage, when this work started 6 months ago KB failed to order materials to get the job done, when they finally ordered some of them a month ago they ordered the incorrect materials and caused further delays, they refuse to expedite any material delivery when according to the manufacture is available at other vendors, but KB will not go outside their source to get this done. KB still has not fixed the root issue of a sinking floor in the master bathroom, they instead poured 1/2 inch of thinset floor leveler and now my master bathroom is 1/2 inch higher than the master bedroom, they also refuse to address this now and are using another bandaid of a ramp under the carpet so it isn't as noticeable that the rooms are not level. They need to address this now so in the future the same flooring can be put in the master bedroom that is in the master bathroom and not use a ramp. House continues to move, walls crack, floor is further not level, and their framer came in for 2 minutes and said nothing is wrong and KB goes by their word instead of addressing the issue. KB still has not addressed the drywall repair in foyer on the large wall that was submitted to customer service caused by the wall moving, This needs to be done at the same time as the master bathroom drywall /framing repair. Master bathroom is not a drywall issue, they will need to open the wall and remove the baseboard to fix the framing issue behind the drywall which KB refuses to arrange. They fail to address the replacement piece of quartz on the shower surround that was installed crooked and chipped, they will need to fix chips and make it straight Flooring is still not complete or scheduled, trim by bath, shower, between carprt and vinyl and stair cap that they damaged and tried to re-glue unsuccessfully has still not been addressed and they have not provided proof that everything is ordered. Tub needs to be replaced, they have tried 3 times now to fix it and have been unsuccessful, it is a year old and was never used before their trades damaged it, now they want to try a 4th time to repair it which will be a minimum 2 day job again yet they only scheduled one day, they will have to fill/fix, let cure and buff 24 hours later. And they are still wasting time as they will not be able to restore the tub to 100% new as it was before their trades damaged it. KB still needs to provide tub manufacturer so I can address damages they have caused with them. Carpet was damaged by their trades and they refuse to replace, after being covered with concrete powder, tar and other construction debris they steam cleaned 3 times in a row to try to fix and now the fibers are matted down, this carpet is only a year old and looks like it is 10 years old. KB refuses to inspect the horrible work their trades perform and solely go on the word of their trade that everything is "within tolerance" even though there are still damages caused by their trades and unfinished work left. Business Response /* (4000, 9, 2021/11/09) */ As we previously posted, we regret that our customer is upset with repair delays in his home; however, we are making every effort to have the necessary repairs if not all completed by the end of November 2021. We have been in contact with our customer and again provided him with the below schedule for repairs: 1. Drywall tape joint repair at master bath 11/17/2021 (8am-12pm) 2. Quartz chip repair 11/18/2021 (8am-12pm) 3. Tub tech 11/17/2021(8a) 4. Containment 11/17/2021 (8am) 5. Painter for drywall repair and base behind front door 11/19/2021 (8am-12pm) 6. Wright engineering 11/17/2021 7. Cleaners 11/19/202 (12pm) 8. The foyer repairs are pending pursuant to an engineer inspection requested by the customer Consumer Response /* (4200, 11, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Going into month 7 of warranty work, KB continues to fail to respond to all outstanding issues, continues to delay this project and will not have someone else take over the customer relation from ***** and ***** who fail to get this job done correctly. Again, this is not a supply chain or labor shortage, when this work started 6 months ago KB failed to order materials to get the job done, when they finally ordered some of them a month ago they ordered the incorrect materials and caused further delays, they refuse to expedite any material delivery when according to the manufacture is available at other vendors, but KB will not go outside their source to get this done. KB still has not fixed the root issue of a sinking floor in the master bathroom, they instead poured 1/2 inch of thinset floor leveler and now my master bathroom is 1/2 inch higher than the master bedroom, they also refuse to address this now and are using another bandaid of a ramp under the carpet so it isn't as noticeable that the rooms are not level. They need to address this now so in the future the same flooring can be put in the master bedroom that is in the master bathroom and not use a ramp. House continues to move, walls crack, floor is further not level, and their framer came in for 2 minutes and said nothing is wrong and KB goes by their word instead of addressing the issue. KB still has not addressed the drywall repair in foyer on the large wall that was submitted to customer service caused by the wall moving, This needs to be done at the same time as the master bathroom drywall /framing repair. Master bathroom is not a drywall issue, they will need to open the wall and remove the baseboard to fix the framing issue behind the drywall which KB refuses to arrange. They fail to address the replacement piece of quartz on the shower surround that was installed crooked and chipped, they will need to fix chips and make it straight Flooring is still not complete or scheduled, trim by bath, shower, between carprt and vinyl and stair cap that they damaged and tried to re-glue unsuccessfully has still not been addressed and they have not provided proof that everything is ordered. Tub needs to be replaced, they have tried 3 times now to fix it and have been unsuccessful, it is a year old and was never used before their trades damaged it, now they want to try a 4th time to repair it which will be a minimum 2 day job again yet they only scheduled one day, they will have to fill/fix, let cure and buff 24 hours later. And they are still wasting time as they will not be able to restore the tub to 100% new as it was before their trades damaged it. KB still needs to provide tub manufacturer so I can address damages they have caused with them. Carpet was damaged by their trades and they refuse to replace, after being covered with concrete powder, tar and other construction debris they steam cleaned 3 times in a row to try to fix and now the fibers are matted down, this carpet is only a year old and looks like it is 10 years old. KB refuses to inspect the horrible work their trades perform and solely go on the word of their trade that everything is "within tolerance" even though there are still damages caused by their trades and unfinished work left. Business Response /* (4000, 13, 2021/11/18) */ We stand by our previous response that we are making every effort to have the scheduled necessary repairs if not all completed by the end of November 2021. Again, we have provided our customer with the below schedule for repairs: 1. Drywall tape joint repair at master bath 11/17/2021 (8am-12pm) 2. Quartz chip repair 11/18/2021 (8am-12pm) 3. Tub tech 11/17/2021(8a) 4. Containment 11/17/2021 (8am) 5. Painter for drywall repair and base behind front door 11/19/2021 (8am-12pm) 6. Wright engineering 11/17/2021 7. Cleaners 11/19/202 (12pm) 8. The foyer repairs are pending pursuant to an engineer inspection requested by the customer

• Initial Complaint

  10/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  When we applied for an FHA mortgage with KBHS we were steered toward a higher cost credit repair company recommended by KBHS called eCredit but were promised incentives for completing their program vs a lower cost alternative that provided identical services. After enlisting their services we reached out to KB, KBHS, and eCredit to ask if we should place earnest money to secure a lot since they quoted 6 months to have our credit where it needs to be for an FHA loan and the total build time for a new home was 9 months. Currently, KB/KBHS is offering $0.00 lot premiums, money toward title costs, money toward closing, and money toward the design studio. We were interested in securing the current pricing given the volatility of the market along with those incentives. When we asked if we should put down the earnest money, we were told yes. Since then, KB has refused to allow us to proceed and canceled our contract. This is in direct contradiction of what KB employees told us to do and is going to materially harm us by making us spend more money later after taking all steps recommended by them.

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/27) */ On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention. We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction. The San Antonio Division has been in contact with buyer and has agreed to refund their deposit. We trust that this will resolve the complaint. Consumer Response /* (3000, 7, 2021/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) KB Homes did not offer the refund as some form of customer satisfaction or reparative action. They were contractually obligated to do so. At the heart of this complaint is the misrepresenting of facts made by KB employees, contradictory information about their relationship with eCredit, the constant blame shifting, and the refusal to take ownership of a horrible situation caused by their employees. Each step that we took from enlisting eCredit, to putting down earnest money, to submitting multiple mortgage applications was done at the advice, counsel, and direction of KB Homes employees. None of this has been addressed. Business Response /* (4000, 9, 2021/11/01) */ We acknowledge that our buyer is disappointed by their experience, and we sincerely apologize that all parties were not able to move forward with the processes that were proposed. While we recognize this may not change their view of their experience with KB Home, we do hope the return of funds may help with any plans to buy a home in the future. Consumer Response /* (4200, 11, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This again fails to address the root cause of the complaint. The earnest money deposit was not the issue. The true issue was employees providing false and/or misleading information. Specifically, making promises about CLA's, what the application process was, whether lots could be held, constantly changing incentives, etc. These underlying issues have not been addressed and remain unanswered. Business Response /* (4000, 13, 2021/11/05) */ We strive to achieve total customer satisfaction and in doing so our sales team has spoken to the buyer on several occasions to address their concerns; however, this customer unfortunately remains dissatisfied. We wish them well on their future endeavors. Consumer Response /* (3000, 22, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again KB continues to miss the point of the complaint. The root cause is the behavior and actions of its employees that have caused us harm. Continuing to act as if refunding the earnest money (which they were contractually obligated to do) fixes the issue is deliberate at this point with the number of times we've pointed out the root cause. The promises and assurances made by KB employees need to be actually addressed to satisfy us. If they want to satisfy us monetarily, then contractually obligated refunds are not the way to do it. Acceptable measures would be guaranteeing the price of a build and the incentives that were offered to us at the time of the contract. Also KB has many options and opportunities to make this right. Business Response /* (4000, 24, 2021/11/24) */ Per Section 5.2 of the Purchase Agreement, the Purchaser agrees to apply for a Loan and diligently pursue Loan approval, and Purchaser's obligation to purchase the Property and Seller's obligation to sell the Property are contingent upon Purchaser obtaining loan approval not later than thirty (30) calendar days from the date of the Purchase Agreement. Purchaser acknowledges that Seller incurs substantial risk when it holds the Property off the market while Purchaser attempts to arrange financing (emphases added). If the Purchaser is unable to provide loan approval within said thirty (30) day period, or such other time period as agreed to by Seller in writing, Seller may at any time thereafter terminate the Purchase Agreement. The Purchasers were unable to get loan approval within the time required under the Purchase Agreement. Therefore, KB was within its rights, under the Purchase Agreement, to terminate the contract. KB Home also adamantly denies any misrepresentation outside of the terms of the Purchase Agreement. Consumer Response /* (4200, 26, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per section 5.2, the seller must obtain approval no less than 30 days after signing the contract. The contract was signed and earnest money paid on 10/17/2021. The contract was cancelled on 10/22/2021, which is only 4 days, which is 26 days less than what is dictated in the contract. KB has admitted that they did not provide us the same benefits that they provide to others under the terms of their contract. Also a Breach of contract violation, By not allowing us the full 30 days as dictated in section 5.2. Why was KB so determined not to work with a same sex couple? KB has not contacted us nor has KB offered any remediation. Business Response /* (4000, 28, 2021/12/22) */ We are disappointed to learn that our buyer remains dissatisfied. However, KB denies the allegations that there was never any communication with the buyer. Our sales team spoke to the buyer several times and discussed this transaction and the qualifications and terms required under KB's standard purchase agreement. The buyer was unable to qualify for a mortgage loan to purchase the home. Therefore, KB did not ratify the purchase agreement and refunded the deposit. KB also vehemently denies that we discriminated against this buyer in anyway, violated any terms under the purchase agreements, and made any misrepresentations.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I have been lied to by the sales person in thinking that I was qualified for a USDA loan and after my design center appointment, I discovered that I am not. I made several attempts to get my earnest money back but I was denied since the sales person did not tell his managers on time. I spoke to ****** and she stated that they are not responsible for what their own lender even say or not say to their clients. I need my earnest money back as soon as possible. I have moved on from the lies and deception but I work hard for my money and need that refunded to me as soon as possible.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/01) */ On behalf of KB Home, we sincerely appreciate you bringing this complaint to our attention. We take complaints such as these very seriously and regret that our customer is dissatisfied. Per the terms of the purchase agreement, the buyer is not eligible for a refund. Therefore, KB Home has the right to retain the deposit.

*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. ↩