Complaints
This profile includes complaints for Richmond American Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 512 total complaints in the last 3 years.
- 94 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/27/2025
Type: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 Mar 25, 2025, I submitted a warranty request to Richmond American since large 3" chunks of concrete were coming off of my driveway. Since I had purchased this house on July 28, 2024, I believe Richmond should stand by their 1 year warranty and fix this issue. This damage is not happening to any other driveway in the area so I believe this was a defect during the manufacturing process. A good business would stand by their product, but Richmond American has refused to fix the issue even though the residential warranty book states that 1/4" or large concrete cracks will be repaired. I have submitted supporting documents in support of this complaint showing the driveway damage, and request that Richmond repair the driveway.
Business Response
Date: 04/28/2025
Dear Accredited Business Resolutions Specialist:
We contacted the homeowner on 4/22/25 to let her know that per the ******************************* exclusions SEC 1 R. driveways do not have coverage and will not be addressed.
Please let us know if you have any questions.
Sincerely,
******* ******
Director ********** **********
Richmond American HomesCustomer Answer
Date: 04/28/2025
Complaint: 23255979
I am rejecting this response because: Section Ir states that "Improvements not part of the Home itself" are not covered. However, I believe a driveway should be considered part of the home. Any homeowner would consider a driveway a part of their home, especially when a homebuilder was the one who built it. It has been less than a year since I purchased this house and from my perspective I believe that it is unacceptable that Richmond American would not stand by their product due to poor workmanship.
Sincerely,
******* *****Initial Complaint
Date:04/26/2025
Type: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.
Moved in and garage was close to flush and garage door closed properly. Over the last 4years I have reached out to get Richmond American in the **************** to look into what is happening. I have to readjust my garage door closed to not jam when closing. I have to take the garage opening and make it smaller has the floor is heaving in the garage.Business Response
Date: 04/28/2025
Dear Accredited Business Resolutions Specialist:
The effective date of the express *** limited warranty is 12-31-2020, the home is in year five. Loss or damage to the garage concrete floor is excluded from the express *** limited warranty and Richmond cannot resolve this request on the homeowners behalf.
We apologize for any frustration our customer may have experienced.
Please let us know if you have any questions.
Sincerely,
*** ****
Director of ********** Denver Division
Richmond American HomesInitial Complaint
Date:04/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This builder has some shady practices.On April 7th, my mother went to their site in ********, **. She was greeted by ******* *****. She saw a home she liked, and my mother is informed that she would only have to put 2k down as a deposit to secure the home. After this when we involve our realtor, she tells us we have to give 6k, which we then ask why? we were told it was 2k. I reach out to ******* and she acknowledges that she said this, but that her management is requesting for full deposit, which is 2% of sales price. The second lie that we were told, was when we finally agreed on April 11th, giving her the 4k she wanted but we were able to negotiate it to what she had said initially, the 2k, and also to close in May. However to close in May, the interest rate would change. She stated it would go from ***** to 4.5. To which we agreed. And I gave her my card. Fortunately, the transaction was declined by my bank, and on Monday, ***** ***** sends me the sheet with the new terms ( which I requested on Friday before paying and was told that I had to wait till monday)When I get the sheet today Monday April 14th, it turns out the interest rate was actually changing to 4.9 and NOT 4.5.I have evidence of me DIRECTLY asking *******, is the change from ***** to 4.5? and she said yes. It turns out this was just a blatant attempt to secure money from me. Had the transaction not failed, I would have lost 2k, because I was not going to accept the new terms, which were COMPLETELY different to what I was told on Friday.Business Response
Date: 04/22/2025
Dear Accredited Business Resolutions Specialist:
On April 15, 2025, I contacted ****** De La **** directly by phone and followed up with a summary of our conversation via email. We acknowledge that the issue referenced in the complaint is valid. The customers experience stemmed not from a dispute of facts regarding the required deposit amount or interest rate,but rather from a breakdown in communication and the tone in which the information was conveyed.
We took the customers concerns seriously and ultimately agreed to honor the original terms discussed, which was the resolution he'd been seeking. While we regret the miscommunication that led to the complaint, we are pleased that the matter was resolved to the customers satisfaction.
We sincerely apologize for any frustration the customer may have experienced and are actively working to improve our communication standards moving forward.
Please feel free to reach out if any further information is needed.
Sincerely,
***************************
Area Sales Manager, ******* Division
Richmond American HomesInitial Complaint
Date:04/14/2025
Type: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.
Per our contract with Richmond American they were supposed to come and follow up with any issues with the house at 30 days, 5 months and 10 months. We have a 1 year warranty which ends May 22 2025. We have not had ANY follow up. I have emailed and sent pictures of the problems MANY times with no response.Business Response
Date: 04/16/2025
Dear Accredited Business Resolutions Specialist:
Thank you for notifying us of our homeowners concerns. We sincerely apologize for the delay in providing the 30-day and 10-month touchpoints. We are currently addressing an accumulation of tickets due to past staffing conditions.
Just to clarify, the 5-month is a check-in only, not a service, and this check-in was sent via email on 10/8/2024. The 10-month was recently assigned in March. Our ********* Specialist has reached out to our homeowner and is meeting with her for an inspection this morning, 4/16/2025.
We are committed to addressing all warrantable concerns, as outlined in the agreed upon *** warranty program, regardless of the one-year warranty expiration date.
We sincerely apologize for any frustration our homeowner may have experienced and we look forward to fulfilling our obligations to a valued customer.
**** *******
Sr. Departmental Coordinator, Mid-Atlantic
Richmond American HomesCustomer Answer
Date: 04/24/2025
RichmondAmerican Home did reach out to me and came to see what needed to be done. They have scheduled repairs for May 1st and May 2nd. Until works has been completed to my satisfaction is would prefer the case to remain open.Initial Complaint
Date:03/31/2025
Type: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 bought our home from Richmond American in 2020. On March 1, *************************************************************** touch with Richmond Homes and they said it only has a 1 year warranty and to all the original installer which was JLC Roofing. We had JLC Roofing come out to look and there is over 20+ tile that are sliding off, cracked or broken. The installer mentioned to us that the tiles were not all nailed in. They said they only have a 1 year warranty as well. They want to charge us $400 to change out 12 tiles. We have more tiles that are broken and with them not being nailed who knows how many more will keeping falling or breaking. JLC Roofing told us they are like that because of the weather. We got in touch with the manufacturer of the tiles and they said through email that the roofing tiles were installed incorrectly. The only thing Richmond Homes and JLC Roofing tells us is that its out of warranty and we are responsible. We should not be responsible for a 4 1/2 year old roof that was installed incorrectly.Business Response
Date: 04/07/2025
Dear Accredited Business Resolutions Specialist:
Richmond American Homes reached out to the ********* family on 4/2/2025 on the roof tile issue that has been brought to our attention. I was able to speak directly to Mr. ********* about the experience they are having with their roof tiles and the recent information that has been presented. Currently, we have set up an inspection date for our roofing subcontractor to go out to the ********* home on 4/7/2025 to inspect all the roofing components.
Richmond American Homes will also have a field manager present to direct our roofing contractor and speak with our customer directly about any issues found and will take responsibility for if necessary to make sure we have a positive outcome at said property, **************** in ********.
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,Home Care
Richmond American HomesInitial Complaint
Date:03/20/2025
Type: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.
For over two years I have been following up with Richmond American to complete repairs to my house identified during the one year warranty period. I also obtained a 3rd party inspection report. Despite multiple follow-ups Richmond has only repaired some, not all of my repair requests, including none identified in the inspection report, and not painting a section of the house that was obviously missed. In February 2025 I received an email from Richmond American stating they were not going to take care of any more repairs and did not provide any justification. I simply want my repairs taken care of.Business Response
Date: 03/28/2025
On March 27, 2025, the ******** Care Manager and Director met with the homeowner to review his third-party inspection and address items of concern. We discussed the homeowner's history and concerns, provided additional explanations, and apologized for past experiences.
The following items will be addressed on the scheduled date of April 10, 2025, between 8:00 AM and 12:00 PM:
There are leaks around the gutter seams of the home. Please inspect all gutter seams to ensure they are properly sealed.
Replace the broken roof tile at the valley on the front side of the home. Please also double-check the roof for any other broken tiles.
Bird holes on the left side of the home were not painted during production touch up gutters at the seams.
Install the missing electrical panel screws that were missed during production.
The kitchen floorboard in front of the sink is low and damaged and needs to be replaced. Additionally, one floorboard to the right of the fridge is moving more than usual the homeowner has a box of boards in the garage.The clean-out under the kitchen sink still has the cookie plug, which needs to be removed. A clean-out cap needs to be installed, as this was overlooked during production.
Scratched glass on fixed and slider single slider, being reviewed for replacement.
The ********* Manager will be on-site on the day of the appointments to ensure all items are addressed.
If I can be of further assistance, please dont hesitate to contact me directly.
Sincerely,
******* ****
Director of *********
NorCal Division
Richmond American Homes
****************************************
************Customer Answer
Date: 03/28/2025
Complaint: 23090387
I am rejecting this response because I prefer to wait until all repairs have been completed prior to closing out.I appreciate ******* and ***** trying to help resolve my concerns.
Sincerely,
****** ******Customer Answer
Date: 04/13/2025
Richmond American has appropriately addressed my concerns, and I consider the issue resolvedInitial Complaint
Date:03/19/2025
Type: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.
Richmond Homes was a terrible experience for usbuyers beware. We lost $14,000 in ******* money even though we requested to cancel just 18 hours after signing. The worst part? Richmond Homes hadnt even signed the contract yet, but they still refused to let us back out. Even more concerning, they had us pay ******* money before we even signedan unusual and highly questionable practice.Throughout this process, we dealt with ******* *****, ******** ******, Phalicity *****, and ****** *****, all of whom were involved in denying our cancellation requests.We were under contract for a brand-new home, but during our inspection, we found a toilet full of unflushed human waste. It was disgusting and unacceptable. Richmond promised they would clean and sanitize, but one week later during our blue tape walk, we found MORE f**** splattered on the toilet lid. That means either Richmond failed to clean the first time, or someone else came in and left f**** again.Later, we found out that Richmond Homes already knew about a serious high water table issue before construction but did not disclose it to us. A neighbor told us they saw water gushing from the ground when Richmond tried to build a basement home next door, forcing them to switch to a crawl space. Even more concerning, we were told that Richmond had been warned internally BEFORE construction even started that basements wouldnt work due to the water tablebut they went ahead anyway. Instead of informing buyers, they quietly changed the home plans, built homes taller, and blocked our views, which devalued our lotall without telling us.Business Response
Date: 04/02/2025
To whom it may concern:
As of 04/02/2025, ***************** has been contacted by sales manager **** ***** and *** ***** VP of operations. We have come to a mutual agreement to terminate the contract and come to a mutual agreement on *** refund. We believe all parties are satisfied with the solution and consider this matter to be closed. We thank you for the extension on this to get to a proper solution.
Please let us know if you have any questions.
Sincerely,
*** *****
VP operations
Richmond American HomesCustomer Answer
Date: 04/04/2025
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:03/11/2025
Type: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 submitting a complaint against Richmond American Home regarding an unresolved issue with my newly purchased home. They have failed to replace a visibly scratched window next to the front door, despite agreeing to do so in an Oct 28, 2024 meeting.The window has multiple scratches, 2 to 10 inches long, discovered on Sept 17, 2024, within an hour of receiving the keys. I reported it to sales rep **** and submitted a service request the same day.During the Oct 28 meeting with Richmond American reps ***** and *****, we reviewed three damaged windows for replacement: the scratched front door window, sliding glass door, and a side bedroom window. While the first two were identified early, the bedroom window was added later when ***** noticed the scratch outside and told ***** to add it. Despite this, only the sliding glass door and bedroom window were replaced.When I followed up with ***** in December, he said only two windows had been approved. I reminded him that three were explicitly discussed, and he said hed check with *****, but I never received clarification. Repeated calls and emails have been ignored, leaving the issue unresolved.On Feb 5, 2025, Milgard inspected the window and confirmed it isnt covered under warranty, stating the builder caused the damage. Based on their experience, stucco caused the scratches.This has dragged on for nearly six months, causing significant frustration. The scratched front door window, the most visible, detracts from my homes appearance and value. Richmond Americans refusal to honor the agreement and poor communication are unacceptable.Additionally, before staining my fence yesterday, now that landscaping is done, I found the fencing company missed many cracked boards during their repair a few weeks ago. I submitted a warranty request, but they denied it, claiming I hadnt stained the fence. I delayed staining because I needed all landscaping/boards fixed firstotherwise, Id have to re-stain after replacement.Business Response
Date: 03/19/2025
To whom it may concern:
We are in receipt and are responding to the Better Business Bureau case referenced above.
Our local ********* Manager contacted the homeowner and met him on 3/18/2025 to review his items.
We will be replacing the front sun window and master bedroom glass. Also, 6 additional fence boards were agreed upon. We are waiting for dates for the glass to set an appointment with the homeowner to remedy this.
If I can be of further assistance, please dont hesitate to contact me directly.
Sincerely,
******* ****
Director of *********
NorCal Division
Richmond American Homes
****************************************
************Initial Complaint
Date:03/07/2025
Type: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.
Richmond american builders have not paid the initial tax payment dec in Dec 2024. I have tried numerous times to resolve this issue.Business Response
Date: 03/12/2025
To whom it may concern:
Our Director of Closing contacted the homeowner on 3/7/2025 and gave him the information he was looking for. We are now at the mercy of the tax collectors office to post their payments. They are currently tracking 20 business days.
Our check was mailed from ****** to the tax collectors office on 2/26.
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
Date:03/04/2025
Type: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 Richmond American homes here in **********, ********, I have a problem with the shoddy workmanship that was done in this home crooked walls bulging floors given yes my warranty has expired, but this is ridiculous. You dont expect a three year old home to fall apart. I have to spend $3000 on a foundation repair. I already spent about $2000 worth in drywall repairs and when I contact Richmond American homes, I get aresponse off well your warranty has expired. If you have fundamental problems they need to contact their insure and thats it. They have no sense of Customerservice do they care after the transaction has taken place, their warranty department is useless Because they make the same people that made the mistake come ome back so they are already ****** off. A number of times I had to be home for the repairs to take place and the contractor didnt show up. I lost a days worth of work and said no were not compensating you one thing they are terrible. I cant believe they are a member of the BBB..Business Response
Date: 03/05/2025
Dear Accredited Business Resolutions Specialist:
After receiving the complaint filed by Mr. ***************************** American has reviewed the existing warranty coverages on Mr.Broekmans home and determined all remaining coverages are provided through the **************************** (property closed in 2022 and is in Year 3 of 10-Year Coverages). As such, Mr. ******** must file a claim through the ****************************.
On March 5th, 2025, Richmond American advised *********** of the existing warranty coverages on his home, as well as the ****************************s role in existing warranty coverages and claim determinations. Richmond American provided all applicable documentation,contact information and instructions on the claim submission process for the ****************************.
Please let us know if you have any further questions.
Sincerely,
**** *****
Director of ********** *****************
Richmond American Homes
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