ComplaintsforCentury Communities

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Day 3 without hot water and forced to go on 4 days. Saturday night the tankless dispalyed error code 14. It was late so we submitted request Sunday morning got a phone call right away from the century on call *** who said he was new, and he didnt know how to manage the situation and his supervisor wouldnt answer to help out. Finally had a plumber arrive around 9pm. He said the manufacturer was closed and could not help and they would need to return Monday, there wasnt anything they could do for us. On Monday they called and said they couldnt come out until Tuesday 12-4pm. On Monday I called everyone I could at century. Only the superintendents would answer their phones and tried to help. The customer service manager ****** didnt answer and still hasnt called, its been more than 24hrs. Left her another voicemail today Sep 10th. The customer service *** **** doesnt answer calls, he only texts for some reason. Today the Plumbing tech blamed the error code on the dirty water and low water pressure Century Homes has provided. A part is being mailed to resolve the issue however no ETA and no temporary solution like a temporary water heater until the part arrives. I kept asking the customer service *** what the solution was should the manufacturer have to mail a part since yesterday. This could have been planned ahead and avoided. It doesnt matter to me who calls, just let me know a temporary solution will be provided until the new part arrives. It is frustrating not being treated fairly. We have been quiet customers all along and my wife has even brought a client over that closed a couple of months ago, and another that unfortunately fell out of contract. We love our community and its too bad the customer service side does not live up to the sales and construction side, nor the values Century Communities states they operate by.

  

  Business response

  09/17/2024

  The home has been restored with hot water.

  Thank you,

  Century Communities - *******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our chime is not working and needs electrician. We have made several attempts to resolve this problem since we moved on August 8th with no resolution. We are ignored and no one is reaching out to solve this. Please assist.

  

  Business response

  09/11/2024

  The door bell issue has been resolved.

  Thank you,

  Century Communities - **********

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the house on 11/2022. The house is less than 2 years old and the bottom stairs squeak Everytime someone step on it. I submitted a service warranty and the century person told me that my 1 year warranty is past therefore they wouldn't repair it. This is part of structure of the house and the warranty should be longer than that.

  Customer response

  08/23/2024

  The builder called back and promised to repair the stairs.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Century Communities completed a Pre Closing Orientation (***) with me prior to closing on 127 Oarsman Crossing and agreed to correct all identified/listed discrepancies annotated on *** form. This complaint is in regards to tree removals that was agreed upon on December 29, 2023. A site survey was completed (ordered by century communities) approximately 2 weeks to a month after closing proving trees were on my property (meeting the agreed upon guidelines of ***). However, after multiple inquiries throughout the 8-9 month span, Century has officially recanted on their agreement without cause or explanation. Previous attempts to inquire status included text and phone calls. Since agreement, 3 different site manager have been assigned and an ongoing cycle of firing and replacing people (project managers) to start inquiries from starting points over and over again. In addition, service requests have been closed out and resubmitted to place ticket at the bottom of priority list. Attached you will find the *** form that includes the incomplete tree clearing agreement ( and other completed agreements). There completion of all other items listed on sheet proves there was an acknowledgment and agreement to complete. It also shows an outright disregard of the trees clearing possibly due to the significant fees that will be incurred as a result of their error.I find Century Communities to be conducting business in shady business tactics. The two examples I can provide of many are that 1) they refuse to give home buyers copies of the Pre-Closing Orientation forms. I had to take a picture of the *** form on the managers computer because they will not allow prints or emailed versions. 2) They did not contact me when closing the service request ticket in regards to tree clearings as they had done for all previous service tickets. I had to look online and inquire, then push the issue to get answers. The answer was my bosses said we will not clear (A breach of contract)

  

  Business response

  08/20/2024

  Due to no written documentation  from Century Complete to ******************, the division will not be removing any trees or clearing the lot.

  Thank you,

  Century Complete

  Customer response

  08/21/2024

   
  Complaint: 22166424
  
  I am rejecting this response because:

   Attached are clear acknowledgment by your assigned property manager acting on your behalf out on in the communities. 
  

  An acceptance of the fact that an agreement was made is clearly defined in written format stating that request was in the Pre Closing Orientation (PCO) Form and passed down from ****** (your previous property manager acting as your representation on your companys behalf).
  However, no action was taken from what was written down in specific portion of agreement was taken, not even the minimal effort of clearing brush and sodding which was included in line item of tree removal. To add this specific item of tree/brush removal in a PCO and then go back and say its not a requirement to clear 100% of a lot is contradictory to say the least. Especially, if you havent even started or completed the specific area mentioned. 
  

  In addition, your response doesnt even mention or attempt to remedy your companys questionable business tactics of clearing tickets and not informing homeowners and the tactics used to recycle trouble tickets in order to place them in lower priorities, delaying repairs.

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

  

  Business response

  08/23/2024

  Century Completes position remains the same.

  Due to no written documentation  from Century Complete to ******************, the division will not be removing any trees or clearing the lot.
  Thank you,
  Century Complete

  Customer response

  08/23/2024

   
  Complaint: 22166424
  
  I am rejecting this response because:
  
  Proof you team (century 21) conducted walkthrough and committed to completing all line items in a timely manner. Eight months going on nine is not a timely manner. 
  

  once again you refuse to provide information that justifies failure to notify homeowner of closing ticket and constantly resubmitting trouble tickets to lower the priority and delay repairs. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/09/2024

  Century Completes position remains the same.  Should you have any warranty items that need to be addressed, please enter them into your Homeowner portal.

  Thank you,

  Century Complete

  Customer response

  09/09/2024

   
  Complaint: 22166424
  
  I am rejecting this response because:
  
  You are not honoring your preclosing agreement which is clearly depicted in the  prior photos. 

  You have sold this property under false pretense and refuse to honor your agreement to clear trees and brush in a timely manner.

  I have inquired with landscaping company to clear area in question for a quoted amount of $2,500. Request to negotiate with you and ask that you do right by your customers by working towards a resolution. 

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new house from Century Communities on 01/23/24 that came with a 1 year warranty. Noticed high levels of humidity (65% and up, sometimes as high as 90%) in the home and extreme condensation on our vents as the weather changed to summer, and filed a warranty claim on 6/20/24. The tech did not resolve the issue and told us to tell the truth when we call someone out to look at our AC next time. This was brought up with our community manager, *******************, who not only agreed with the tech, but also claimed that our house would have dripping vents and could not reach the low 70s indoors if outside was too hot. By 7/23/24, the humidity in the house started a mold issue in a few different rooms, including the upstairs hall closet and main floor bathroom. A new warranty service ticket was filed same day, but we received no response for a full week. I had to call the emergency repairs number CC offers on 7/30/24 to get ************* to respond to my ticket, who then had another AC tech come inspect the house. After the tech created a report listing the numerous issues in the house he believed caused the humidity and mold issues, ************* insisted he had to come inspect the home as well before any repairs could be made. After seeing the issues firsthand, ************* asked if my warranty was ending anytime soon while I pressed for a definitive date the repairs would take place. ************* stated he would be setting up appointments to get mold cleaned up this week, but did not respond to my multiple attempts to verify what would be done until legal action was threatened days later. To date, ************* is still ignoring my questions and attempts to clarify what specifically will be done in my home, and will not confirm whether or not a mold inspection (requested by me due to the number of local CC homes with similar mold problems) will be completed as part of the process to confirm total eradication of the mold issue.

  

  Business response

  08/20/2024

  Our customer relations team has one pending item remaining that will be completed tomorrow 8/21 by 1pm.

  Thank you,

  Century Communities - *******

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home on August of 2023 from Century Homes in The woodland Hills Development in ****** *****. We noticed some issues with our pluming and a tub making horrible popping and cracking sounds in April of 2024. We were informed by the ******* Home inspector for Century that did our walk through before closing August 2023, that we had a 12 month period to make a detailed list of problems with the home inside and out before the 12 month period of ownership. After the plumbers came to our home for an inspection of the Tub noise, they found that the tub was not properly set. They had to cut hole in our sheet rock and remove 2 levels of shower tiles to complete repairs. Our new home warranty inspector *****, asked if we had tiles for the shower repair, i sent ***** pictures of the boxes of tiles and he scheduled the tiles guys to come install the tiles on June 7th, 2024. Tile installers arrived at our home to find the tile wasn't correct and had to special order tile for the shower repairs. July 19th still waiting for tile and shower to get repaired. Tile installers come out to our home and bring the ordered tile to complete the job. The tile installers bring it to our attention the tile doesn't match at all. Today is August ****** We are still with out our shower/Tub and holes in the walls, the explanation from the Home warranty inspector that is wasn't there problem that the tile doesn't match and that it will be on us to make the repairs or accept the mismatched tile in our 400k home. That is not acceptable for any company to put it back on the home owner because of improper installation of a bathtub. Very disappointed home owner

  

  Business response

  08/16/2024

  All warranty repairs will be completed today 8/16/2024.

  Thank you,

  Century Communities - *******

  Customer response

  08/16/2024

   
  Complaint: 22109180
  
  I have heard from the Builder and the tile has been ordered and  will complete the bath room  project when all supplies are received.   Hopefully   next week, today is  8-16-24    
  
  Sincerely,
  
  ***************************

  Customer response

  08/20/2024

  We heard from our  Century field inspector  on August 9th and he  said they would order the tile to  replace all the shower tiles to match.    The shower is still not repaired and waiting on  confirmation from the   Field inspector on scheduling the job.   Today is August 20th

  

  Business response

  09/03/2024

  Flooring materials were ordered on 8/22/24. Once materials are delivered to the flooring company our team will reach out to schedule a date and time with ****************.

  Thank you,

  Century Communities - *******

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The home builders warranty department continues deny my claim when I have heart evidence proof within the video that the floor is malfunctioning, even though the build her had a third party slash thor representative.Come by and take measurements and see if the slab floor was level.They're denying all the work because everything seems to be installed correctly but it seem like the floor is warping throughout the kitchen and other part of the house.

  

  Business response

  08/07/2024

  Our team had the flooring inspected by the trade that installed it and no issues were found.   In addition, our team scheduled a manufacturer rep to inspect the floor.   The inspection was completed and the rep. provided a summary report stating the floor is installed and  performing as designed.  No product or install issues.

  Thank you,

  Century Communities - Bay Area

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a crack in my back porch patio that is wider than 1/4 inch. I opened a warranty ticket, and a Century representative said they would redo that part of the concrete. However, someone came and simply poured concrete into the crack, which is likely to crack again. I raised the issue with Century, and they assured me that it would not crack, but if it did, they would come back and fix it.Throughout this process, three warranty representatives have changed, and each has delayed the process while making different, false promises. Some of them came to inspect the crack and said they would send someone to fix it, but they left the company the same week. The current person I am working with is now claiming that it is the owner's responsibility and refuses to address the issue.This situation does not make sense. Century is not taking responsibility for their commitments, and the work performed is substandard. I never expected such treatment from a reputable company.

  

  Business response

  08/07/2024

  Our team will be scheduling the patio repair.  We will coordinate with Mr. *************** you Century Communities,

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Put depost down for purchase of home and valuation was well below sale price and took down since no bank would ever touch home loan for home that not worth what they selling it for and then proceed to fraud by using internal businesses partners for home loan to complete purchase for home that does not valuation meet sales price this is illegal practice for lenders doing this and this home builder

  

  Business response

  08/05/2024

  
  Customer purchased a home and was using an outside lender that wasnt familiar with new construction. The appraisal came back 30K under the value when IHL had appraisals that were coming in at the selling price.
  
  A conventional loan isnt contingent on appraised value.  We asked him to pay the difference or work with Inspire Home Loans as they are familiar with new construction appraisals and doing evaluations on plans and specs.
  
  He elected to not work with IHL.
  
  So, per the contract he was in default and we retained his deposit.

  Thank you,

  Century Compete

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on a Century home late September 2021 and moved in in early October. We have spent nearly three years requesting that Century specifically perform numerous warranty items. Summer 2022 was our final attempt to beg them to do their jobs. Because of our overall experience, we concluded that the meeting with their representative was simply another session of empty promises. That is, the representative promised immediate action on all remaining issues but we received no further communication or action from the representative from May 24, 2023 until present. We believe, therefore, that Community's intent was simply to string us along and time out the warranty period. We have attempted to contact numerous employees of the company throughout this time, to no avail. Many of our neighbors have had similar, occasionally resolved, problems.Some currently unfinished issues include flawed carpet and flooring installation, incomplete shower tile grouting, whole house/vent fan damage caused by defective roofing installation. Further, we believe that no whole house fan was ever installed. There is also damage to a door threshold from a botched repair attempt, etc., etc. We also strongly believe that the exterior walls in the main bedroom are not insulated due to significant temperature differences in adjacent areas. While this request for performance is likely an exercise in futility, we would presently like to sell the house and move with repairs completed. Thus, this is a final attempt for resolution. Interestingly, as we attended an open house in *************** recently, the realtor, unprompted, warned us about certain area builders, primarily Century, stating that they commonly ignore their warranty obligations and wait for lawsuits. This has been our experience. I also intend to file complaints with the CO Attorney General and/or Sec. of State, depending on the relevant agency, and the **************************** *****

  

  Business response

  08/05/2024

  ***************** will reach out to our Customer Relations Manager when he returns from vacation.

  Thank you,

  Century Communities

*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. ↩