ComplaintsforRichmond American Homes

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home 11 June and moved in 23 June. When communicating with the business they informed me that all the noted deficiencies would be resolved by the time I moved in. However, when I moved in none of the corrections were made and in fact the home was worse than when the walk through was conducted. It took 3 days from the time I moved in for the company to fix the air condition, mind you it was 90 plus degrees everyday. I had to complain daily. In addition, it took the company two days to install my washer and dryer; as well as provide me the keys for the home. Items listed on my purchase agreement were not installed, I.e. garage door openers. The company came approximately three weeks later and installed one of two purchased. When I arrived at the home it was filthy and dusty, no attempt by Richmond was made to clean the home or provide assistance doing so. The stucco for my home is still falling apart and my driveway began spalding. The company has refused to make corrections. There is grout and paint all over my tile floor, which also has broken and chipped tiles. Communication with the superintendent and the ** or the region is awful. When issues are raised they placate you to get you off the phone and then do nothing to remedy the situation. I purchased a new home that was supposed to be love in ready, and sadly it is anything but. The home has a warped wall in the living room, chips, outlet covers are not even installed. There was trash all over the property and the yard was over flowing with weeds.

  

  Business response

  07/23/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted ****************** directly on 7/15/24. Our area Home Manager reached out to him by email. The home was completed February, closed 6/12/24.  Richmond American has follow-up items that we identified after closing. 
  
  We scheduled a full walk of home on 7/19 to identify and inspect all items needing attention.  For the home 3273 Wolftail,these repairs are scheduled to be completed 7/29, 7/30, 8/1. This was outlined in the agreed upon RWC warranty program.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  Sincerely,
  *******************************
  Vice ********** ********** Division
  Richmond American Homes

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my home in April 2022 and from The moment we started building up until present day Ive had nothing but issues. After closing and 2022 I had had the ** company come out 4 to 5 times on a brand new HV** unit. Nobody wanted to take responsibility for the damage and we wound up having to repair the flooring in our brand new house is 2024. We are having issues with our HV** unit and the ** company., ac designs in ************ Suggested we reach out to the builder because we do not feel as if we should be responsible to repair the problem. However, it is impossible to get in touch with someone from Richmond American homes. I paid over $340,000 for my home and there should be no reason why I am having to repair an ** unit within two years It is very obvious that there is a problem with the installation and the workmanship that was provided through the company that Richmond American homes contracted out to do the work. I am just looking to have someone contact me so I can file a formal complaint against the company and help me find a resolution, I could provide more details to other issues that I have had with Richmond, American homes Over the last two years, however the current issue Im having is the fact that my air conditioner is two years old is broken again for the 4-5th time in two years. And I am being told that I will be responsible for the repairs, even though it is a brand new home that has had constant issues since closing.

  

  Business response

  07/15/2024

  Dear Accredited Business Resolutions Specialist:
  
  Richmond American made several attempts to contact ************** (5/12/22, 5/24/22, 6/8/22).Finally, on 6/13/22 contact was made. Our area **** Care Supervisor, *****************************, replied to their text within 30 minutes. The home was completed on 4-13-22,and on September 20th at 5:12 P.M. *************** contacted ********************,**** Care Supervisor, regarding her carpet being wet in one of the bedrooms. ****** arrived the next day and used a neighbors shop vacuum to unclog the condensation line.  
  
  It was determined that Mr. and *************** were not maintaining their air handler by pouring vinegar down the condensation line. Furthermore, ******************** requested the **** company, AC Designs, come investigate as a precautionary measure. They confirmed this indeed was the case on 9-22-22. AC Designs has also confirmed there has not been a service call to this home until 7-11-24.
  
  AC Designs determined the *** and filter dryer needed to be replaced which also would not be covered by our warranty handbook.  The homeowner warranty handbook states this is homeowner maintenance and past the 2 years behind the walls warranty, these repairs are not covered. ***************************** explained to Mr. and *************** this is non-warrantable, as outlined in the agreed upon RWC warranty program.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,*****************************
  *****************************
  Warranty Supervisor, Jacksonville Division
  Richmond American Homes

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a complaint against Richmond American Homes for their failure to honor the manufacturers warranty on the Hunter PRO-HC Controller installed in my home. Despite clear obligations under the ************************* Warranty Act and state consumer protection laws, the builder has refused to facilitate the necessary repairs.Transaction Details:Date of Transaction: [November 2022]Amount Paid: [~800k for the house, the unit itself cost around $350 on Amazon]Product: New home with installed Hunter PRO-HC Controller Business Commitment: Richmond American Homes committed to providing a new home with a one-year builder's warranty.Nature of the Dispute:In May 2024, I submitted a warranty repair request for the Hunter PRO-HC Controller. Richmond American directed me to contact the landscape contractor and the manufacturer, Hunter. ****** confirmed a two-year manufacturers warranty but stated I must go through the point of sale for claims. The landscape contractor advised that Richmond American must submit a ticket. Richmond American's representative, *****, refused to open a ticket, claiming it was outside the one-year builder's warranty. I was never provided any product warranty information from Richmond American, hindering my ability to claim the warranty.Resolution Attempts:Despite multiple attempts to resolve this directly, Richmond American has not facilitated the necessary repairs or honored the manufacturers warranty.I request your assistance in mediating this dispute to ensure Richmond American Homes honors their warranty obligations and facilitates the repair.Attached is the communication history with the warranty specialist for reference.

  

  Business response

  07/18/2024

  To whom it may concern:
  We are in receipt and are responding to the Better Business Bureau case referenced above.
  
  We have contacted the landscaper to get the Hunter Irrigation timer replaced. The replacement has been scheduled for replacement on Friday 7/19/2024 8 am. The homeowner has been updated.
  
  We have advised our homeowner that moving forward for best results she should continue to utilize the Richmond American Homes Warranty Request form online to request timely service -(*********************************************************************).
  
  If I can be of further assistance, please dont hesitate to contact me directly.
  
  Sincerely,
  ***********************
  Director of Home Care
  NorCal Division
  Richmond American Homes
  ********************************
  ************

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home purchased 2022 Garage floor sank 3inches and was replaced, garage has now sunk another 1.5/2in and Richmond refuses to repair.

  

  Business response

  07/08/2024

  To whom it may concern: 
  
  We denied this claim as the home was several months out of warranty pre the *** LIMITED Warranty coverage of one year from the original closing date of July 8,2022. 
  
  *** Limited Warranty states that by doing a repair within the one-year warranty period does not extent the warranty on that item.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************
  Home Care Director, South Division
  Richmond American Homes

  Customer response

  07/08/2024

   
  Complaint: 21953451
  
  I am rejecting this response because:
  

  The issue that occurred before the one year warranty was not resolved properly. The warranty work has failed resulting in the same issue occurring. The foundation of the home is also sinking along with the yard, neighboring yards, roads, and sidewalks in the immediate area.

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

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home from Richmond American Home Builders in October, 2019. The house is located in *******, **********. The roof has a 10-year warranty. Our roof began leaking in February, 2024 during the heavy winter rains. The water was dripping from our kitchen ceiling onto the kitchen island. The ceiling has residual water marks and needs to be painted (or possibly re-plastered). There may also be other problems in the attic such as mold). I notified Richmond American via their on-line warranty service request. I received an email response saying they received the request and I would be contacted by a service representative. I was never contacted. I was finally able to speak to a representative in May. He assured me he would send roofers out to check it. That was 2 months ago. Since then, I have texted the representative weekly to get an update on when they will inspect/repair the problem. I continue to be told the same thing; they will check with the roofer and get back to me. I am concerned that, if this problem is not resolved by this coming winter it will cause more damage. Thank you for your assistance!

  

  Business response

  07/15/2024

  Dear Accredited Business Resolutions Specialist:
  
  Our local ********* **** **************************** has been in contact with the homeowner, ******************, regarding his roof.  We have the roofer scheduled for the morning of July 23rd. 
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *********************
  President, Southern California Division
  Richmond American Homes

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home with Richmond American Homes in the ******* ************** in ********, **. To date, they have still not repaired all items submitted as part of the warranty. This includes areas of the house that's damaged as well as an appliance that was handed to us damaged when we moved in and never replaced. I have a list of documented issues that have not been addressed. Although they did repair some items on the list, to date, they have not completed the entire list. In addition, our neighbors 2 doors next to us are experiencing the same issues. A third neighbor also submitted a complaint with The BBB and you all helped him out and recommended I do the same. I have attached a list of pending items for your review. Lastly, I continued to call / email and although they were responsive at first, they completly ignored my calls towards the ending of the warranty. I did submit all pending items a year before the warranty ended. The Contact person I was working with was ***********************: ********************* I also left countless messages for his assistant **** - ********************** and received no response. All I seek is that they replace the damaged appliance and complete the work on the damage areas of the house. Thank-you,*************************** cell ************

  

  Business response

  07/10/2024

  To Whom It May ******************* Construction Team and ************* Team have confirmed they reached out to the consumer ****************, to start scheduling the items to be addressed. To date,the following vendors have been scheduled.
  
  Electrician 7/19
  HyTech 7/12
  Stucco 7/22
  BMC Framing 7/24
  SST awaiting response from homeowner
  Aliso Air awaiting response from homeowner
  Drywall - awaiting response from vendor
  GE awaiting response from vendor
  
  We apologize for any frustrations the customer may have experienced, and we are working to resolve this open item.
  
  Please let us know if you have any questions.
  
  Sincerely,
  Richmond American Homes

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We selected upgraded exterior lighting fixtures from a set of options offered for Trail Crest in ********************* at the Richmond American Home Gallery in **** ** for our new home that we closed on in September 2023. The upgrade cost was $275, and none of the options, including the standard non-upgrade fixture, were down light type. Recently the builder started installing different (down light type) standard exterior light fixtures on homes under construction in Trail Crest and we learned that the Trail Crest CC&Rs require exterior down light fixtures. The builder has offered to replace our exterior fixtures with the new standard down light fixtures, but has not responded to our two requests to be paid back for our $275 upgrade cost. One request was sent to the Trail Crest sales team, and one to the Home Gallery manager.Since the new standard exterior fixtures are not appealing to us, we will be purchasing CC&R compliant fixtures including installation. Because the builder should have never offered non-CC&R compliant upgrade fixtures in the first place, we want to be reimbursed for our $275 upgrade cost.

  

  Business response

  07/10/2024

  Dear Accredited Business Resolutions Specialist:
  
  The city of ********************* changed the dark sky lighting requirements after most homes were occupied. As a good faith effort, we contacted the homeowners effected to offer a dark sky option.
  
  As a courtesy RAH will reimburse **************** the $275.00. This was not an oversight by Richmond but a code change.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************************
  Director ********** **********
  Richmond American Homes

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a home with Richmond America and moved in April of 2020. Our air conditioning unit went out this month June 2024. The technician said it shouldve been covered under warranty because the warranty is. 5 years. Richmond America didnt ever register the product with the manufacture so warranty is void.

  Customer response

  07/01/2024

  Hi,
  
  I received an email that my full address is needed. It is 1886 **************************************. Please let me know if you need anything else.
  
  Thanks
  

  
  

  

  Business response

  07/01/2024

  Dear Accredited Business Resolutions Specialist:
  
  The Air Conditioning unit is covered by Richmond American Homes for one year from the original closing date. The **** system would be registered under the homeowners name, by the homeowner along with all other appliances, not Richmond.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************
  Director of ********** South Division
  Richmond American Homes

  Customer response

  07/01/2024

   
  Complaint: 21908393
  
  I am rejecting this response because: it was covered under Richmond American for 1 year. However, if they would have registered the unit when they installed it as they should have, it would have been covered under the manufacture warranty for 5 years. Richmond American failed to register the unit in the first 60 days. ******* had the sell date in 12/2019. We moved in 4/2020. They shouldve registered it through the manufacturer at the time of set up. 
  
  Sincerely,
  
  *******************************

  

  Business response

  07/09/2024

  Dear Accredited Business Resolutions Specialist:
  
  The Furnace is a consumer product same as a refrigerator or stove and is to be registered in the homeowners name and the closing date as day of purchase. 
  
  Richmond is not the owner of the product; we supply and install only. The homebuyer is the final owner of the furnace.  We do not register any products in the home.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************
  Director of ********** South Division
  Richmond American Homes

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closed on a new build construction home from Richmond American Homes on 15 July 2020 in ****, **. July of 2023 we woke up to our ceramic floor tiles in the front hallway have popped up from the thinset holding them to the concrete subfloor and buckled/snapped in half. I called Richmond American's warranty line let them know who my home's supervisor was, ***********************, and they advised me that my warranty on the floor was only good for 1 year and told me there was nothing they could do. We called a flooring contractor to come look at it and they said the subfloor was not properly wet sponged before installation and thinset was not applied to both the subfloor and each ceramic tile. December 2023, same thing happens again in our kitchen. Now June 2024, our entire living area has cracked away from the thinset that should be holding the ceramic tiles in place to the subfloor. This shouldn't happen if a floor was properly adhered to the concrete sub-floor. My wife and I are looking to Richmond American Homes to do the right thing and have the flooring correctly installed like it should have been in the first place.

  

  Business response

  07/03/2024

  To Whom It May ***************** contacted ***************************** via phone call on Tuesday, July 2nd.  I apologized for the issues he was having with his tile floor. I advised him that even though the tile was out of warranty, I had already forwarded the pictures and his complaint to the Director of Flooring with ******************** and the Division Operations Manager here in ****** who is also with ********************. 
  
  I advised him that I would follow up with them in my email next week. I also provided ****************** with the phone number for ******************** in ******* and their toll-free customer care number. I advised that it would be best for him to also contact them to advise of the problems he is having with his Albero tile flooring to see if they can assist in any way.  That would be best to tackle the issue on his end and our end to get the best results.  
  
  ***************** asked about my experience in these matters, and I advised that I have had dealings with this in the past regarding the tile with being outside of warranty and that in some cases the tile company/manufacturer looks to do a buyout or settlement on the floor as opposed to doing a rip out and replacement of the flooring. They may also want to come out to look at the tile and to take samples of the flooring.
  
  We apologize for any frustration our customer may have experienced and we will follow up with the tile company to see if in any way he can get a resolution from them regarding the tile.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *********************
  Home Care Warranty Manager
  Richmond American Homes
  ************************************************ ******, *** *****

  Customer response

  07/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and **** with Richmond American Homes reached out to me and the flooring contractor they used to install my floors. Currently waiting on the flooring company to come inspect the damage to find out what they are going to offer to resolve this issue. That meeting will be on Wednesday, July 17 2024. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had my final walk for my Richmond American Home in April of 2022. On my final walk I brought up many concerns and issues, which most of them were addressed in some way. One issue that I brought up at my final walk and all warranty walks was there was a large crack in the garage floor that I stated I was concerned about. The back end super informed me to bring it up at the 12 month walk to ensure it was addressed if it had gotten worse. I brought it up multiple times, to which the warranty representative stated all they could do was some "concrete patching"; that consisted of a glorified caulking. Now that it has been over two years since we closed on the house, the concrete has shifted on both sides of the garage, causing the garage door to be affected when closing and creating gaps along the side. I had brought up the garage floor concern at every pre-closing walk and every warranty walk. This would not have been an issue if the garage floor was addressed instead of putting a "bandaiad" on the to make me as the homeowner feel as if the Richmond Warranty had actually addressed it. Our warranty representative has been worthless, rude to my wife and neighbors and quite frankly I am surprised he still is working for Richmond American Homes.

  

  Business response

  07/01/2024

  Dear Accredited Business Resolutions Specialist:
  
  Our area Home Manager, *************** reached out by Phone on 06/21/2024Richmond will replace two stones of the garage floor. The two stones the overhead door rests on.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************
  Director of ********** South Division
  Richmond American Homes

  Customer response

  07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********** it is determined by the concrete tradesman that the rear two stones are not dipping as well, then I find that this resolution is satisfactory to me.
  

  I greatly appreciate your assistance, 

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

*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. ↩