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:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I began our home buying process with Dream Finders back in December. We were working with a Dream Finders Sales Representative (texts attached) and proceeded with their "preferred lender", **************. ************** is a subsidiary of Dream Finders and the company we received our pre-approval from. We signed our contract on 1/8/25, though the full contract has disparities and errors, including an incorrect address listed for both my partner and myself. We had pointed this error out to the company but it went unaddressed. In mid-January, I received a job offer and conferred with the loan officer about any possible implications. This conversation took place over the phone. He instructed me, "don't make less money" and "show me a signed offer letter". This was a very brief phone call and he did not express any reservations to me directly; it was quite the opposite, he offered encouragement for seeking out a higher earning potential. The job change was ultimately the reason we were denied for the mortgage loan and now Dream Finders has claimed that it is our fault we were not approved and they are refusing our refund due to the clause in the contract (image attached - the full contract is too large to upload but can be provided). There has been scattered communication since the cancellation of the contract was sent through on 1/31/25, though the sales agent had told us not to sign, until there was a chance to discuss further. My partner and I are about to be traveling internationally and I had been reaching out to resolve this issue to Dream Finders for the past 2 weeks. Given that we were following direction from an employee of a subsidiary of Dream Finders, this seems to be unfair or deceptive practices. We are seeking a refund of our money minus the administrative fee that is named in the contract ($500).

  Business Response

  Date: 02/27/2025

  To whom it may concern,

  We have had many conversations over the last four weeks with this buyer explaining the situation. Their assertions are not true, are misleading and none of the attached communications show that the company did anything wrong. The alleged conversation is disputed by the loan officer )as would be by just about every loan officer in the nation). The discussion of changing jobs is one of the most critical loan factors, and no loan officer would every treat this with a nonchalant attitude. Changing industries or how you are paid is monumental. This did not happen and is being taken completely out of context. This is also clearly addressed in our agreement and no one forced the buyers to use our preferred lender; they chose to. The communication with the customer has not been spotty, they just don't accept the answer they've received many times over. There's only so many different ways we can say the same thing. The buyers are refusing to take responsibility for their decisions and are just looking for someone else to blame. We would be happy to share the multiple instances in the agreement that conflict directly with their statements, and of course there is nothing in writing for this baseless accusation of a loan officer. We even tried to offer a portion of their deposit to be returned in exchange for expediency. They did not follow through on the offer.

  Take care.

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22981433
  
  I am rejecting this response because: I disagree with the statements made on behalf of the business. I understand that their loan officer has disputed this conversation and there is no way to know definitively what was stated as it was not recorded, however, my call log demonstrates that the total call was 8 minutes and this also included a conversation of change in loan rate options. The business is correct that we did not need to use their preferred lender, however they offer larger financial incentives to do so and after following the advice of their loan officer, in pursuing the job change, I was unable to work with another loan agency, despite my efforts to do so. They also state that their communication has not been spotty. I believe having to send three different emails and waiting two weeks for a response from their Area Sales Manager is consistent with poor communication. Their subsidiary, **************, also had multiple instances of individuals reaching out to us or requesting inaccurate information from us at various times. In looking into more individuals' experiences online. I do not believe we are alone in our disappointment with Dream Finders Homes. I believe this organization has unethical and misguiding business practices. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/19/2025

  To whom it may concern,

  The most recent response from the customer does not provide any new information and our response is still the same. Feeling or disagreeing with a statement doesn't make it untrue; maybe inconvenient.

  Yes, like almost every builder in our industry we offer larger incentives to use our preferred lender. That is not uncommon. As stated, this buyer (and all of our buyers) can use any lender they prefer. The structure of the contract may differ with another lender, which again is industry standard and common among most builders. We reiterate that the communication was not spotty as the customer continued to not accept the answer given and recycled the same information many times hoping for a different answer. She was told the answer would not change. A customer not liking an outcome does not mean that the company did anything wrong. We operate per the agreement that was agreed to by both parties. We reject the idea that we have unethical or misguided business practices.

  Take care..

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22981433
  
  I am rejecting this response because: ***************** is failing to understand that due to faulty and incorrect guidance by their subsidiary lender, we were unable to secure a mortgage loan from any provider. I continued to be in conversation with this entity because one of their employees had told me there was potential for a different outcome, whether that be continued conversation on the matter of a full refund, or the potential for placing our deposit on another site location for the future. Neither of these options came to fruition. Again, this seems to be a pattern of unethical behavior from Dream Finders Homes. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/28/2024

  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.

  On September 26, 2023, we closed on a house built by Dream Finders. We soon experienced issues with them and their warranty department. The first issue was the water lines not being installed correctly which they competed. They are still not correct and cause issues. Second was the garage door which they refused to fix and said I bent it two days after moving in. This was a lye and I had no way of bending a metal door at the top. They installed a bent door and failed to take responsibility for it. There were issues that they resolved and they were helpful somewhat. I even had one of their contractors tell me they were rushed to install the siding and told to do things by the site manager that could cause issues later on. Obviously to cut corners. In December 2023 we had the shower pan fixed due to it creaking and popping. It appears they put cardboard under it to prevent it from flexing. On Saturday October 26, 2024, the shower began to leak into the wall and carpet due to a crack in the grout. We contacted Dream Finders who said the crack in the grout was because we the homeowner failed to maintenance the grout.. I have never heard of this until today. I also spoke with numerous general contractors who said the same thing. However, Dream Finders hired cheap labor to install the shower. It appears Dream Finders has poor workmanship and craftsmanship, uses cheap materials, then when something goes wrong they blame the homeowner. Their employees are condescending and believe they know best and the homeowner doesnt.

  Business Response

  Date: 11/05/2024

  To whom it may concern,

  We received a warranty request from the address above on 10/27/2024 for a possible water leak while the shower was in use. Monday morning 10/28 we dispatched a plumber to evaluate this matter and the source of the leak. It was determined that the source of the water intrusion was stemming from cracking in the grout joints between the tile below the shower bench. Per our warranty policy on page 115 grout is a homeowner maintenance that *** will address once in the one year being over in size as a courtesy. We explained this to our homeowner and they stated they did not feel it was their responsibility to maintain grout nor is it a maintenance item. We then directed their attention to our warranty policy for reference. The close of escrow on this home is 9/26/2023. We do not have any knowledge of the garage door 2 days after move in as that was not part of any conversation we had with these buyers.

  Take care.

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22485071
  
  I am rejecting this response because: 

  I do not believe that Dream Finders cares about their customers and have cop outs for low quality materials they install in these cheap homes. Your responses are not sufficient and your company has excuses for everything that goes wrong when it cuts into your profits. I have never heard of grout having to be maintained if it is installed correctly. This is a cop out. This was **** poor construction and you wont stand by your poor workmanship. You also wont listen to your customers as you are a big Fortune 500 company with fancy lawyers. 
  

  The plumber (I dont know why you would send a plumber for a tile issue) said someone needed to come and fix the tile because it was installed incorrectly. I guess that story changes once it gets to you so you can cover yourself. Lying is a sin. 

  **** ******* and ****** ****** said the garage door was not covered and I have emails saying so. 

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

  Business Response

  Date: 11/22/2024

  To whom it may concern,

  We do care about our customers at ******************** and our verifiable and written warranty is robust. It is along the same standards as many in the home building industry. If something is not warrantable, then it is not a decision made by people in a room, but is a thought out and written process. All of our customers have access to a copy of our warranty guidelines.

  According to our warranty manual all grout has to be maintained and it is a normal industry practice for this to be a part of homeowner maintenance. We have many courtesy items allowed within the one year warranty but this instance was brought up after the warranty had expired. A plumber was dispatched to the home urgently after the issue was brought to our attention. This was done as there was a leak, and a plumber is needed to find the source of the leak. A plumber is not qualified to determine if tile is installed correctly or not. It was determined by our warranty department the tile was installed correctly and the source of the leak was from a lack of homeowner maintenance per the warranty guidelines.

  Please send over any emails on the garage door to the Colorado Warranty email.

  Take care.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22485071
  
  I am rejecting this response because I do not believe they are sincere and acknowledge their wrongdoing. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Dream Finders Home in May of 2023. It has been a nightmare. I submitted numerous request through warranty. Some fixed, some needing additional work, and some still not repaired.Driveway was replaced but is spalling. Spoke with ***** who indicated it has been looked at and needs another replacement. Have reached out for over four months now, no resolution. I still have weather strips around a door, still nothing. Passive random system not sealed properly, still nothing. Flooring coming up in numerous spots, still nothing, foundation crack and nails sticking out of it, still nothing. All of these items were submitted on 3/22/2024. Also was informed that they were working on a front porch rail for me but nothing and I have already had a relative (thank God) fall off of it. The rest of the submitted list (other than those mentioned) I will bite the bullet and fix myself. Many of these issues were brought to light as far back as January. Needless to say I am extremely unhappy as I wonder if home quality, bersus quantity and sales, mean anything. ********************* has been out several times and as much as I feel he is overwhelmed by complaints on homes I am getting zero resolutions on my issues. It should be noted that every issue was put in before the warranty expired and I have maintained all correspondence I have had with *****. It is WRONG to spend this much on a home that has has so many problems, under a warranty, that still have not been addressed

  Business Response

  Date: 07/24/2024

  To whom it may concern,

  We have had our warranty department involved with this customer. According to them the concrete was replaced originally in March. There was a high slump which caused spalling. The buyer requested the concrete to be delayed until warmer weather. This went on the schedule with any other driveways that needed to be poured in order of when they were scheduled. This put the replacement at the first week of August and the schedule was given to the buyer. We have since moved that up to 7/23. Weather Stripping (sweep on garage fire door) was inspected and scheduled for install on the 31st. Foundation was inspected and scheduled for repair on the 31st. Flooring was inspected by the flooring company and also scheduled for the 31st. The buyer is requesting the builder to install a handrail due to the grade. A handrail was not installed during production due to being within code from ground height. We also had this reviewed under warranty and found a handrail is not required due to being within code per city requirements. The buyer had a third party inspection done that listed the passive systems needed to be sealed to allow for a radon mitigation system to be installed. Warranty had this reviewed to find that the passive system was installed correctly but will need additional sealing if the buyer wishes to have a radon mitigation system installed.

   We will continue to work on any legitimate warranty issues that are/were presented before the warranty expires.

  Take care.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22004331
  
  I am rejecting this response because:  I got absolutely no response from this business until I filed this complaint.  It was only AFTER filing that I heard anything.  When we put off the second driveway replacement I was told spring.  I reach out and got nothing.  Yes it is now replaced as of yesterday and I got no notification they were coming then untim the showed up.  The flooring many came on 7/22.  I got a message that the radon was my responsibility BUT I was told the company did instal a PASSIVE system which was never sealed so the passive system does not even work as it should.  I reject this because I should have gotten responses prior to this BBB complaint not after.  I dont trust on going issues to get fixed if I close this out.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/30/2024

  I have attached the list of items I was told would be covered.  Additionally, the flooring has supposedly been ordered and was informed 2-3 weeks before repaired as it goes to a warehouse.  I am okay with the flooring being repaired within that time frame.

  Business Response

  Date: 08/06/2024

  To whom it may concern,

  In the reviewed attachments we do not see where the warranty items were submitted properly to the warranty email as they are screenshots. If this is not the case, then we will continue to look into the situation. This email is given to our buyers at closing. We have a monitored email set up for the reason of having more people able to see a request and make sure it is responded to in a timely manner. Emails sent to the proper address also create a ticket which is tracked. The one email response we saw in the attachments showed that email was sent directly to a warranty employee. That may work, but it is our process to send warranty requests directly to the warranty email provided. 

  Items covered by warranty are not verbally expressed, but are described in our warranty manual. If an item is covered by warranty then please submit them to the warranty email before the end of your 1 year warranty. If there are any items covered by warranty that are incomplete then please submit them to the warranty email. If you do not know what that is then please ask the warranty employee or your previous sales person.

  It was only after your complaint that we realized there was an issue. My guess would be that was due to submitting warranty items through improper channels. Again, we are not blaming you but the reason we have the process is to avoid these types of situations. Once the complaint came through, it is evident that items were addressed. That was the desired result based on the complaint. We apologize that you feel that items will not be addressed even though items were recently addressed. Please ensure that all legitimate warranty items are submitted directly to the warranty email.

  Take care.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22004331
  
  I am rejecting this response because:  I submitted a complete inspection via the warranty portal.  All of the issues were on there.  ***** then advised that because it was a 3rd party inspection it is not valid.  (Guessing its because they know they are building quantity and sell rather than quality and sell).  BUT, ********************* told me to break down the issues under warranty and send it to him.  He came and looked at each one and said the issues would be fixed.  This was prior to the warranty expiring.  I just want to know if this agency is going to stand behind it.  Other neighbors have had these same issues as well.  If dream finders is not going to stand behind their homes, I need to know so I can pursue other avenues
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/14/2024

  Only the driveway is being done.  I was advised the fire door would be fixed and a date was requested by ***** (giving available dates).  I sent back 8/13/24 and no response.  No word on when floors will be repaired although they came several weeks ago to order what they needed.  I stayed home on 8/13 even though I got no response.  Short answer is no, the punch list is nowhere near complete.  Thank you

  Business Response

  Date: 08/26/2024

  To whom it may concern,

  Per our previous response, concrete was repaired as scheduled on the 7/23. Remaining items listed on the original concern were scheduled for 7/31. Foundation was repaired on the 31st and confirmed. Flooring company arrived on 7/31 to complete repairs and identified a more detailed scope of repair was required resulting in materials needing to be ordered. Warranty has been in contact with the buyer to relay flooring is pending an ETA on materials currently on order. *********************** missed the scheduled appointment on 7/31, The buyer and Warranty were in discussion to schedule a date that worked which resulted in weather stripping being replaced on 8/22 from 12-4pm amongst exterior stone flashing repairs.

  Please send all warranty requests and communications to the warranty email that was provided in the previous response. We will still address all legitimate warranty issues that were sent in during the proper warranty period.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22004331
  
  I am rejecting this response because:

  the did come look at floors and supposedly ordered the product and have heard nothing more about it being repaired.

  Was advised the framing company to fix sharp edges would be here last week, now got an email I would be 9/5 (we will see).  
  

  I will close this complaint when these last two issues are completed.  While there are more on the list I have cancelled trips to just get done whats new done so far and will simply fix them myself.  The flooring and metal strips however need to be completed by Dream Finders

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

  Customer Answer

  Date: 09/06/2024

  The flooring is to be completely replaced, hopefully within the next two weeks.  I will be relocated to a hotel for a week which means it may be 2-3 weeks before it is complete.  The metal around columns is supposed to be completed tomorrow.  When these two items are completed I will be satisfied.  There are other items on the list but because of the respect I have for ********************* I can deal with those myself (I.e., front porch roof  sagging).  Just waiting for flooring (what they are offering for a week of displacement) and the column metal to be complete.  Once this is completed I will be satisfied.

• Initial Complaint

  Date:05/28/2024

  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.

  Air conditioner flow volume upstairs is not good, noted on inspection report before move-in, warranty manager **** being condescending and keeps referring back to air filters, now completley ignoring. President also won't respond. Cannot get air conditioner fixed under warranty. Broken upon move-in. Sent a tech out who refused to even go upstairs. No communication or ownership of the issue.

  Business Response

  Date: 05/31/2024

  To whom it may concern,

  This is a co-buyer of complaint #******** that was sent on 5/25/24 and already responded to. We are more than willing to continue with the buyers and try to solve the alleged issue. Our recommendation would be to document their issue by sending it to *************************************** This is the process for all of our customers. It is monitored by many people. We will continue to engage with them as long as they are willing.

  Take care.

• Initial Complaint

  Date:05/25/2024

  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.

  Inspector noted extremely low air flow in all upstairs vents before move-in. We requested them to fix, and they said they sent an A/C company out who insisted the system was fine and to let them know if it was a problem after move in. It has been an ongoing problem to the point where the upstairs bedrooms are unusable. Our au pair sleeps without clothes and the window open because of zero air flow. I cannot use my home office at all. My children sleep downstairs with us instead of in their bed because they wake up sweating and red. We cannot open their windows at night due to safety concerns. We've been asking for months to have this fixed and kept being told to check the air filter. Finally someone was sent out when I insisted there was now zero flow upstairs, not just low, and the technician refused to even walk upstairs to check despite repeated requests. This was the same company that checked the first time. Instead, all he did was change the speed for the entire unit from the control panel. This has only made it blow colder downstairs, making the issue worse. The warranty department has pushed me off until well into the summer. I emailed president of company who also ignored. Didn't even respond to say he is looking into it. Many other warranty issues before this and a few more yet to be addressed. Now we have half our house unusable during the summer days and mostly unusable at night except for 1 person. After paying this builder nearly $600k. They cannot be bothered except to keep reminding me to change the air filter.

  Business Response

  Date: 05/30/2024

  To whom it may concern,

  The homeowner below has sent in a total of 2 items on 4/17/2024 to our warranty department. One of the two items was a concern of air flow on the second floor. The second item was debris that had blown onto the roof that was hanging off. Our warranty department responded on 4/17 and again on 4/18 to begin troubleshooting regarding the air flow concern to ensure the system was being balanced and the filter was changed at the required amount of time. We had not received a response back from the homeowner until 5/18 stating that a member from production was assisting and the buyer wanted to keep us in the loop. We had again requested an update on if the filter has been changed due to not receiving a response from the previous request. The buyer responded at that time mentioning they have occupied the home for less then 3 months and have not yet changed the filter in the furnace. We told them about our requirement that the furnace filter needed to be changed once a month for the first year. I have followed up with the member of production to ensure this concern was being addressed to find out Allied Heating and Air was scheduled for 5/20. We have then followed up with Allied awaiting an update from the inspection of the most recent visit. Currently, we do not any outstanding warranty items at this home other than the air flow concerns that are being reviewed.

  We will continue to work with the customer through our warranty process. 

• Initial Complaint

  Date:01/18/2024

  Type:Product 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 did not qualify for my home loan and did not receive my ******* money back.

  Business Response

  Date: 01/25/2024

  To whom it may concern,

  We have been in communication with this customer and have come to a satisfactory resolution for both parties. We wish them the best moving forward.

  Customer Answer

  Date: 01/25/2024

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

• Initial Complaint

  Date:10/03/2023

  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.

  Good afternoon,I hope my message finds you doing well! My name is *******************************, one of the Enclave homes owners in ********, **. I have closed my house on 6/30/2022 after almost 23-month of waiting! Truly, it was one of the wrost experience Ive ever encountered in my life. 24 months full of undelivered promises, changes dates, unwillingness to help or support. We came to closing time and I am still facing issues with the house. Now the subfloor is all squeaking and you can hear the wood nail poping all over the subfloor (Dreamfinder refused to fix it and mentioned that it is normal) a new build house!!! and its normal to have a sqeaky second floor all over!! Concrete is all cracked up already and hasnt been a year an a half! Not to mention all of the 100+ issues I had to deal with. My biggest concern is the subfloor on the second floor! Your support is greatly appreciated

  Business Response

  Date: 10/04/2023

  To whom this may concern,

  This issue is not with this business, and is for different **************). This account is for ******************** (Colorado). I have forwarded this message to the **************** to get this to the proper division in Georgia.

  Please fill this out specifically for a different BBB region, possibly the Southeast?

• Initial Complaint

  Date:08/18/2023

  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 a Dream finders home in March of 2022 and have had concrete issues on our driveway since the start. Dream finders replaced one section that was less than 1 foot by 1 foot within our first few months here. Over the following months in our home the driveway cracked in multiple areas causing a tripping hazard as well as began to rust severely from within causing large pits and deterioration of the surrounding driveway. We contacted Dream finders many times within our warranty period who pushed off the claim due to it being winter and not warm enough for concrete work. Finally they came out in late spring (at the end of our warranty period, but several months after we had contacted them) came out with their concrete contractor only to deny the fact that the rusting and cracking were defects to the concrete and instead said they were from outside sources. Many houses on our block built by the same builder at the same time have failing driveways, rusting issues, severe cracking, sinking, and deterioration beyond what is acceptable. We have had several concrete businesses confirm that the issues are due to improper placement of rebar or other supportive metal materials within the driveway. Dream finders again denied that they utilized rebar, although they no longer are working with the same concrete contractor that poured our driveway. I was not confident that the information that Dream finders was providing was sufficient to dismiss our warranty claim so continued conversation with ********. She read me over the phone what the displacement of the driveway slabs needed to be considered for warranty which I measured and confirmed our driveway did meet the requirements for a warrantable item. ******** told me they would come out to address it when they were on our street fixing other driveways but I was ignored despite several follow **** Finally, I heard back and was told we were no longer within warranty and nothing further will be done. Unacceptable.

  Business Response

  Date: 08/22/2023

  To whom it may concern,

  A warranty manager spoke with the buyer last Friday and let her know they would look into this and follow up with her.

   Looking into the history, months ago the buyer wanted her driveway replaced due to non warrantable cracking that was being monitored during the warranty period. We have had multiple driveways and steps replaced or mud jacked due to warrantable displacement in the neighborhood, so this is a potential item that we are aware of and have warrantied before when appropriate. The buyer seeing this, led to the feeling we were not replacing her concrete, but replacing everyone else's. There was a rust spot that was requested to be reviewed on the driveway and upon reviewing this with the flat workers, it was discussed with both buyers that something was placed on the surface that has caused this staining. The buyer proceeded to go into their garage, grab a hammer and started chipping away at the rust stain; stating they would show us this is due to rebar. After chipping away all the rust and not identifying rebar, the buyer stated maybe it was something that had been placed on the surface, but still requested the concrete to be replaced. The buyer now being out of the one year limited coverage, submitted a request stating the cracking has now displaced and become a tripping hazard. Due to a warranty representatives absences inspecting, this request has been delayed. We will be following up this week with the buyer to schedule an inspection. Please let me know if there is any other details you need.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20491698
  
  I am rejecting this response because:
  None of what was stated in the above is correct. Please check your records again and get your facts straight before accusing me, the customer, of damaging my own driveway. You must be confused since you have so many customers facing the same issues. ******** had told me another customer had used a hammer on their driveway to show what was happening, this was not me nor my address so please correct your statement and accusations. I was told during my warranty period the displacement would need to be 1/2 inch to be warrantable. I have proved multiple times by photo during the warranty period and again this week that the damage is greater than that in several areas and therefore warrantable according to Dream finders guidelines. Why you continue to deny this is beyond me. I have plenty of proof and will be contacting my legal representative with the facts unless you can stand behind your work, your contractors, and your warranty. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/05/2023

  To whom it may concern,

  We have a meeting with the customer on 9/6. Should there be an issue with the driveway that is warrantable then we will address the issue. It has been stated that the inspection of the issue by the warranty department was delayed due to winter and an employee being on leave. This is now being inspected. There was not a photo included in the complaint that showed a 1/2" displacement of concrete, so that is yet to be verified. Again, we have repaired or replaced multiple driveways if they had warrantable issues and displacement beyond the allowable tolerance. We are more than willing to update this response again after the meeting with the customer takes place.

• Initial Complaint

  Date:08/02/2023

  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 a home from Dreamfindershomes in March of 2023 which has turned to be a nightmare and not a dream at all. Our Home is in *********** at Timberline in the ***************************. This builder used the cheapest possible materials and cuts every corner possible. We have had a multitude of issues that are major concerns and going through their warranty department is "No warranty". The most recent issue involves a cracked bathtub on a basement bathroom that has never been used. The builder contends that this is cosmetic and not their issue, we could not disagree more strongly! The crack is not minor and it goes from the top to outside of the tub creating potential water/other issues. This is in no way cosmetic. We are seeking for the builder to do the right thing and replace the tub.

  Business Response

  Date: 08/07/2023

  To whom it may concern,

  Our Warranty Manager personally went to this home on 7/20 and walked the homeowners list of items with two other warranty employees. During this inspection they went into the basement bathroom because there was a concern of two cracked floor tile on each corner of the tub.  We agreed to follow up our inspection with a demo inspection to determine the cause of the cracking tile. It was found that the tile was supported incorrectly. Prior to demoing these tiles, the homeowner called a warranty representative stating that there was now a crack in his tub that somehow appeared between the time of our inspection and the date of the tile demo. Due to this not being an item listed on the new home orientation list, and not being present during our inspection, it was listed as excluded from warranty coverage per our warranty guidelines.
  
  All other items that were brought to our attention have been addressed.

  Customer Answer

  Date: 08/14/2023

  We reject the response from the business due to the following:

  The crack on a new bathtub was not caused by any object dropping and in fact this bathroom has never been used other than the replacement of the crackled tiles.  The builder refused to even come by and inspect the issue.  The tile company clearly indicated the only possible cause of the crack would likely be due to pressure and builder installation defects.  This is not a normal crack due to wear and tear and we made this clear to the builder who chose to ignore this.  This likely was a crack that could not be visibily seen prior but was there all along.  No one notice including the builder and many people that look at this bathroom from DFH.  This is clearly the a builder installation defect issue.   

• Initial Complaint

  Date:08/01/2023

  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.

  I purchased my new build home from DreamFinders, and closed, on December 31 2021. Our 1 year builder warranty ended on December 31 2022. During the first year I had a LOT of things corrected, replaced, fixed, etc, or so we thought. One of those things that took multiple contractors coming out was the tile flooring. At the end of the year, I figured everything, including the tile, was corrected as it should be. Fast forward to today, 1.5 years after I closed, 5 months after end of warranty and I have an independent contractor come to replace a cracked tile (yes, it was one that had already been replaced by the builder's contractors). They pull up the tile and are surprised to find that there was not mat used. There was no mortar used. The tiles were placed on the subfloor directly only using dots of caulk. This causes air pockets and the tiles to be uneven. When they are walked on it causes cracks easily. This explains my numerous complaints about the tiles being uneven, having sharp edges. I'm requesting contact by the builder to correct this issue of incorrectly installed flooring that was obviously their responsibility to have done correctly by their contractors the first time, or at least the second and third times after claims were submitted to warranty.

  Business Response

  Date: 08/07/2023

  To whom it may concern,

  We were unaware of this issue until the complaint filed with the BBB. We had a warranty representative meet the homeowner that afternoon to review the issue. After inspecting on the same day as receiving the complaint we have agreed to reimburse the customer for their third party inspection and repair or replace the affected areas. This should now be resolved.

  Thank you.

  Customer Answer

  Date: 08/07/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 08/21/2023

  Hello,

  I would like to request that my Complaint ID: ******** be reopened.

  The builder was working with me to correct the issue, however, it has been two weeks since I have heard from them and they are not returning my communications.

  Thank you.

  Business Response

  Date: 09/29/2023

  To whom it may concern,

  We have been in touch with this buyer. We agreed to replace all of the floor tile in all bathrooms and we made the homeowner aware that we will being having original contractor (with a different installer) proceed with this replacement. Homeowner was very upset about that solution as their experience with the contractor had been poor, they refused to let us proceed with those repairs if we were going to use That contractor. We further informed the homeowner that if he is refusing to allow us to make the repairs with our contractor this will default to their responsibility. We also sent this homeowner a check for $423.36 as reimbursement for their third party inspection.

  We scheduled a meeting with the buyer on 9/27 to further review his concerns and the tile in question. Although there are a few minor issues in the powder bathroom needing to be replaced not all floor tile in the home is needing to be fully replaced. The buyer is adamant that he wants everything replaced. We are doing a bit more evaluating of the tile to ensure underlayment is in place without pulling the entire floor. It is undetermined at this time what will be replaced and or repaired.

   

  Take care.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20409231
  
  I am rejecting this response because:

  I'm confused as I have stated numerous times, even through written email correspondence, that I would be more than happy to have the tile replaced, even with the same company. I have never refused to let you proceed with those repairs.
  
  I have also yet to receive a check for the $423.36 reimbursement as it is stated.

  I have attached the email correspondence where Dream Finders states they agree that 80%+ of the tile will need to be replaced, that the tile has greater than 1/8th inch misalignment and that a check would be sent. I respond in turn thanking Dream Finders for the resolution, and stating that if I must go with the same contractor then that is what I will do. I did not fight this further.

  Further, I request confirmation of the check being mailed and receive none.

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

  Customer Answer

  Date: 09/29/2023

  Attached email correspondence between myself and Dream Finders which directly goes against what they are stating as a 'completed and resolved' complaint.

  Business Response

  Date: 10/04/2023

  Our office received a call that we must contractually respond to a complaint. On the site it states that we have nothing to respond to. When I look at the complaint I don't even have the option to respond.

  The complaint ID is ********. I have screenshotted this as well. See attached.

  Customer Answer

  Date: 10/20/2023

  Dream Finders has refused to make any corrections to the tile, even though they have agreed in writing and verbally that the quality was not up to standards. After they spoke with the contractor that pushed back, they are refusing to do anything further. I reject this solution and there won't be any chance of a resolution with Dream Finders at this time.

  Business Response

  Date: 10/23/2023

  To whom it may concern,

  We were asked to respond to the below concerns from the customer.

  1. The consumers concern that they did not refuse original contractor - The homeowner originally refused to allow original trade back in the home to make any potential repairs via email to a warranty representative. We can share this email if it necessary. Once it was relayed to the homeowner that having the original trade in the home was their only option, the homeowner decided to allow original trade back in the home. This was over the course of a multiple day conversation between the homeowner deciding to allow the original trade in the home. The follow up complaint stated that the builder was not working to provide a solution for the tile concerns during this time when in fact the homeowner was deciding if they would allow the original contractor in the home.
  
  
   
  

  The check is being mailed this week and should arrive by Wednesday, October 25th. I believe that there was an address discrepancy. If the homeowner does not receive then please let us know.

  Take care.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20409231
  
  I am rejecting this response because:

  I am rejecting them saying that they have resolved the issue and their response, but case can be closed as not resolved because they refuse to move forward.

  I already provided email showing that correspondence was all in one day related to the original contractor, not over the course of numerous days as they say. Also, I was told over the phone to reject the original contractor by someone on the Dream Finders team.

  I was also told the check was mailed twice to which it wasn't and I just received it today 10/24/2023 showing that it was overnighted, so they lied twice about it before finally sending it once I asked for a third time.

  We are done working with Dream Finders and being led on and turned in circles.

  Closed, but certainly not resolved.

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