Complaints

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:03/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I moved into my home the vent in my upstairs bathroom never worked. I contacted the business and they never sent anyone to fix it, now they are saying it is outside of their warranty window. I had an electrician come out and they stated Challenger wired my bathroom wrong and there is constant power flowing through the bathroom. Challenger refuses to fix their negligence.

  

  Business Response

  Date: 03/06/2025

  Good Morning - 

  We reviewed all past warranty claims, construction notes, requests and emails with the homeowner and could not find any concerns or submittals regarding an upstairs bathroom vent.  Only recently did we receive a warranty claim stating their bathroom vent was no longer working and that extended beyond the mechanical warranty which resulted in a denial.  However, as a courtesy, we will be reaching out to the homeowner to set up a time and date to visit the home and assess the non-functioning vent.

  Thanks,

  ****

• Initial Complaint

  Date:10/05/2024

  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.

  I am writing to formally address several outstanding warranty requests concerning our new home, purchased in December 2022.Fencing: The quality of the installed fence has proven to be inadequate, with wooden planks beginning to detach shortly after closing.Landscaping Issues: We have experienced significant sliding of the landscaping rock due to the grade of the yard. While wooden posts were installed to mitigate this issue, they have not been effective and are visually unappealing. We have inquired several times regarding when our wild grass will be seeded, but have yet to receive a response. Additionally, we have taken it upon ourselves to plant shrubs in the front yard due to a lack of communication. We have inquired about the specified quantity of sod and rock that was to be included in our landscaping, as well as the actual amounts used. Unfortunately, we have not yet received a response regarding this information.Drainage Problems: We submitted a request regarding a drain issue in the backyard; however, the incorrect drain was addressed. I have made multiple attempts to reach the warranty team without success.

  

  Business Response

  Date: 10/06/2024

  Good morning,

  I have contacted the warranty department, and they are looking into these issues.  I will have more information tomorrow as the complaint was received on Saturday 10/5.  The warranty department will contact the homeowner and verify issues unresolved.

  Thank you,

  ****** ******

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22383962
  
  I am rejecting this response because:

  No issues have been resolved yet. I was contacted by the warranty department about meeting with the ** on 10/18. All business responses will be rejected until all warranty issues have been addressed and completed by challenger homes. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 10/11/2024

  Good Afternoon - 

  We have arranged a meeting with the homeowner to meet at *********** on 10/18/2024 at 10am.  During that time, we will be able to further discuss the homeowners concerns as well identify and address any issues that need corrected under our warranty agreement.  Please let me know how I can further assist.

  Thanks,

  **** *******

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22383962
  
  I am rejecting this response because: meeting has not been conducted. I will not identify the complaint as resolved until all issues are addressed. 
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 10/22/2024

  Challenger has contacted me regarding the warranty issues. So far, nothing has been scheduled or resolved. 

  

  Business Response

  Date: 10/23/2024

  Good Morning - 

  We met with Mrs. ********* on 10/18 and discussed her concerns.  We agreed to fix the following items:

  - Replace and/or repair damaged fencing along the rear yard.

  - Repair a downspout in the rear yard to drain further away from the concrete patio.

  - Squaring off the existing sod in the rear yard.

  - Scraping the areas with weeds in the front and rear yards.

  - Providing additional rock to the unfinished portions of the front yard.

  We are currently working with our trade partners to schedule a time to complete the work above.

  Thanks,

  **** *******

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising 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 purchased my house from Challenger Homes last month. We had the first rainfall since the purchase. All the windows leak into the house, the front door leaks water into the house, the garage door leaks water into the garage and the bathroom vent leaks when it rains. They still have not fixed the pre inspection items such as a broken exterior vent, 2 dead plants, dead grass in the backyard, Dead Tree in the back yard, peeling paint off the back door etc.

  

  Business Response

  Date: 08/12/2024

  I have reached out to this homeowner at 12:19 PM Friday 8/9. The gentleman I spoke to was in ***** at the Olympics. He did express his concerns being none of his orientation items are completed and that he reached out to the emergency line or some leaking windows. Due to the homeowner being in *****, he did give me a contact for his girlfriend. I have reached out to her via phone call at 12:27pm and left a voicemail to see if we can coordinate a time for me to go out to the home to assess the concerns.  I have not currently heard back as I write this email.  I will update as soon as I hear back. 

  Met with homeowners girlfriend later that afternoon and repaired numerous items and scheduled work to get completed.  When I left, the homeowner's girlfriend was happy with the resolutions.

  Thanks,

  *************************

   

• Initial Complaint

  Date:07/03/2024

  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 bought a home from Challenger Home Builder in September 2021. Since then, I've been experiencing flooding issues in my backyard. The builder has attempted to fix the problem multiple times, but their latest attempt has left a PVC pipe sticking out of the ground, which was meant to divert water from the sloping backyard. Unfortunately, the pipe is collecting water instead of diverting it because it's sticking up out of the ground. The builder also laid fresh sod over the pipe, which has now died as grass can't grow where the pipe is. Despite my repeated requests, I've been brushed off and told to wait until springtime. It's now July and I'm still being pushed off, with the builder claiming that the contractor is too busy. This situation is unacceptable, and I don't believe anyone would find it acceptable to have pipes sticking out of their backyard. I have had a couple of quotes and visits from landscaping companies to help and also change some things in the backyard. I have photos of the flooding and the pipe; however, it won't let me download them to this site.

  

  Business Response

  Date: 07/09/2024

  Thank you for bringing the issue in your backyard to our attention.  We sincerely apologize for any inconvenience this has caused you and are committed to resolving this matter promptly.  To address the issue effectively, we will conduct a thorough reassessment of the problem area.  A member of our warranty team will be contacting you shortly to discuss the issue in greater detail and schedule a site visit at a convenient time.

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have only lived in my home for a year and a half now. I have had so many issues since then. It is sad to say that I have tried to go through the warranty department and they are not willing to help me. My flooring is all cracked and breaking already, my water pipes outside are cracked and breaking, and I have had several plumbing issues since I have lived here. I am scared to see how many more issues I will have in the future. All I want is simply to get my flooring fixed, my pipes repaired, and support from Challenger homes. No new home buyer should have these many issues in the first two years!

  

  Business Response

  Date: 05/09/2024

  We deeply apologize for any inconvenience or frustration these issues have caused you.  Ensuring the satisfaction and safety of our homeowners is our top priority, and we take all complaints seriously.  Regarding the cracking and breaking of your floor and outdoor water pipes, we understand the seriousness of these concerns.  Our team is committed to investigating the root causes of these issues promptly to determine the appropriate course of action for resolution.  We appreciate your patience and cooperation as we work to resolve these matters promptly and effectively.  Our goal is to restore your confidence in the quality and integrity of your home.  A representative from our management team will be contacting you to further discuss the issues you have specified.

  Customer Answer

  Date: 05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a work in progress and will wait for them to contact me to officially fix the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/24/2024

  Type:Sales and Advertising 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.

  Challenger had promised my husband and I a reimbursement for the purchase of our refrigerator. They said this verbally and written. Since closing they have been rejecting our phone calls or claiming there is no one in office to resolve this issue. I have been advised multiple peoples information and have been attempting to make contact since 3/29/24. We were advised we would have our reimbursement within 5-10 days on closing.

  

  Business Response

  Date: 04/29/2024

  We sincerely apologize for any inconvenience or frustration caused by this oversight.  Your satisfaction is of utmost importance to us, and we appreciate your patience as we worked to address your concerns.  We are pleased to inform you that we will be issuing a reimbursement for the cost of the refrigerator.  Once again, we apologize for any inconvenience this situation may have caused and thank you for bringing it to our attention.  Should you have any further questions or require assistance, please do not hesitate to contact our customer service team at ************.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a home built by Challenger in May 2023. The home is still under warranty. The problem occurs when the heat or ac runs, there is unusually loud pinging, banging, clanging and popping in the air ducts. Its so noisy that I have to turn the heat/ac off at night in order to sleep. I reported the problem back in May of 2023, and the heating and air company has come out a number of times and tried to alleviate the problem by cutting holes in the living room ceiling and adjusting the positioning of the air ducts, but unfortunately it hasnt helped. Theyve also said the home needs new insulation but no one has come out to fix the insulation or replace the air ducts.Ive had holes in my ceiling since the summer and still no resolution. Im not here to complain about Challenger homes, I really love my house but the air duct issue is a real problem and I really would like to get it fixed as soon as possible so I can run the heating again at night and have my ceiling made whole again.Thank you in advance for any help you can provide.

  

  Business Response

  Date: 02/19/2024

  ****************, we sincerely apologize for any inconvenience or frustration you may have experienced regarding the warranty issue you raised with us. Please know that we take your concerns seriously and are committed to resolving them promptly. A member of our warranty team will be contacting you to discuss the next steps for resolving this matter to your satisfaction.
  Thank you again for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve it.

  Customer Answer

  Date: 02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a new home in 2022 and during the warranty period we had a settlement crack at the stairs. They responded and repaired crack. However when they painted they used the wrong sheen. By the time I noticed it was wrong this item was out of warranty. It has been out of warranty for a year. They wont repaint it. I also noticed they used different sheens on the inside of the house. The light has to hit it just right so you can see it. So I didnt see it right away. I am just disappointed that I have to make this repair on a house that is two years old. For me it is easy to see what the right thing to do is.

  

  Business Response

  Date: 01/30/2024

  Thank you for bringing your concerns regarding the paint touch-*** in your home to our attention. We sincerely apologize for any inconvenience this has caused you.
  Ensuring the quality and satisfaction of our homeowners is of utmost importance to us, and we are committed to resolving this matter promptly.  A member of our warranty team will be contacting you to discuss next steps in resolving this issue.

  Customer Answer

  Date: 01/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/20/2023

  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 purchased our home as of October of 2022. With the large totals of rainfall Spring and Summer of 2022, we had some flooding in our basement. It was due to the window well not being installed correctly and the yard being incorrectly graded. We submitted a warranty request to Challenger Homes in May of 2022. Today is December 20, 2023. As of today, we still have not had the grading corrected. We submitted warranty service requests through the company website as of 5/11/2023, 6/26/2023, 6/29/2023. We also had numerous emails and phone calls with Challenger. Early September, we had a home inspector go through the home. He found several other items needing repairs. He also mentioned in this report that the exterior grading was needing attention and was not installed properly. Since September, we have exchanged several more emails with Challenger. The company mentioned being inundated with requests and the earliest they will be able to correct the grading is at least spring or summer of ****. We will be going on a year of this issue not being resolved. We will also accumulate more moisture over the next several months that *** impact our property since the issue has not been resolved. Along with the grading issue, we have other items outstanding. We have attempted to work with several employees at Challenger but continue to see no resolution. Other outstanding items:Pillars were replaced, but the paint does not match the original paint of the home.Garage door not inspected. This was initially brought up by a home inspector but have not seen any repair companies. Carpet repairs as a result of the flooding.Opening in the basement utility room. The opening will need to be closed properly. As it is now, small animals/rodents could come into the home.Excess materials in the front yard. We have had deliveries from Challenger to fix our pillars. The material was incorrect and has remained in our yard.

  

  Business Response

  Date: 12/26/2023

  A representative from our warranty department spoke to the homeowner on December 21, 2023. After their conversation, the homeowner sent a list of items that were not completed. Below is the list of items that have been scheduled to be completed:
  

  -Exterior grading on side of home.
  -Opening in the basement utility room.
  -Carpet padding in the basement room.
  -Exterior paint of the front pillars. (Blue and white trim)
  -Confirm if the sprinklers were moved as part of the landscaping done this fall.
  -Excess materials in our yard.
  -Garage door. 
  
  It warranty department is currently in the process of getting these items scheduled and have been in communication with the homeowner. 

• Initial Complaint

  Date:12/16/2023

  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.

  When I home was being built, there was not a retaining wall and I asked for one. The answer I was given was it did not meet the specifications. After my home was completed, the area where I asked about a retaining wall had a edging put in. The edging does not keep the mulch in and when it rains, the mulch goes over into my neighbor's yard and looks trashy. I called Challenger to come back out to show them and they came in June of 2023. They said they would see what could be done. Weeks later I called back for a status update and they said they could not do a retaining wall. I asked them to come back out and when they finally did, I was told they had some solutions for me and would get back in touch. As of today(12/15) they have not revisited my home. They email to say that they cannot get a response from the ONLY company they use for grading, named D's Grading. I cannot find a company under that name and have asked for other options. Only to be told, they will continue to try and get a hold of them. I have been working with a coordinator named ************ who has done a great job of trying to help. However, a higher up, named ***********************( who is cc'd on all the emails) has not called me, chimed in, or assisted. Even though I have asked him several times to help, he has failed to do so. Just trying to get some answers and can share the email correspondence/chain to whomever wants to see the ridiculous amount of time it has taken to still have no solution.

  

  Business Response

  Date: 12/19/2023

  After a thorough assessment and physical inspection, we are pleased to inform the homeowner that their request has been determined to be warrantable and that Challenger Homes will install a retaining wall. The installation of the retaining wall will be scheduled to take place during the springtime, ensuring optimal conditions for the construction process. Our team will work diligently to coordinate the installation with the homeowner. If the homeowner has any questions or concerns, please have them reach out to our dedicated customer service team.