Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new home from Lennar (Woodlore Estates) in ************, **, on November 23, 2021. About two months after I moved in, I had a slow clog in the master bedroom toilet on the second floor that resulted in an overflow of wastewater up the drain of my laundry room (second floor), which leaked through the kitchen ceiling on the first floor. Lennar fixed it and said that there must have been some construction debris leftover in the pipes. About a year later, the same exact thing happened to me. This time Lennar said that I must have thrown wipes down my toilet, which I did not do, nor do I have a reason to do so since I have a bidet in my master bathroom. I had to go through my insurance, and Lennar paid for some of the repair. Now, in December of 2024, it happened for the third time, causing more damage. I had just switched homeowners' insurance and increased my deductible. The same exact issues happened to my neighbor across the street - it happened to them three times too, so they finally called a plumber, who identified the issue as a design flaw in Lennar's plumbing. So, I used the same plumber to fix my issue so that this will not happen again, and contacted Lennar to make me whole and pay my out-of-pocket expenses that the insurance would not cover.A Lennar representative stated that there was nothing that Lennar could do since it was now out of warranty (even though I had this problem from the beginning). I'm reaching out to you in the hopes that you can help hold Lennar (the builder) accountable for their mistake that has resulted in a lot of personal and financial stress for me. I have pictures, records, a written statement from the plumber who finally addressed the issue, calling it a design flaw.I hope to hear from you soon. Thank you for your time and consideration.

  Business response

  02/11/2025

  Thank you for taking the time to share your concern with us. I opened a corporate case and notified upper management to review the situation further. I will provide additional information once it becomes available to me.

  Customer response

  02/11/2025

   
  Complaint: 22907034
  
  I am rejecting this response because I do not want to close this case yet. Would like to have more details around the investigation Lennar is initiating along with a timeline toward resolution.  

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

  Business response

  02/14/2025

  
  On January 6, 2022 Ms. ******* submitted a ticket due to a water leak caused by a backup in her laundry room drain. Lennar's ************* Coordinator, ***** *******, went to inspect the leak/backup. After inspection she scheduled the plumber to come, open the ceiling, and determine where the leak/backup is coming from. After some time testing the drain lines, running water and flushing toilets they were not able to replicate the leak/backup. ***** did express the importance of not flushing anything other than toilet paper down her toilet. However, the homeowner insisted that nothing, but toilet paper was flushed down. ***** then had the drywall repaired and had ServPro come out to disinfect and clean the laundry room. All trades were completed with their work by 1/13/22.
  
  Fast forward to March 11, 2023, when Ms. ******* submitted another ticket due to her laundry room drain being backed up again with waste and water leaking. **** ******, Lennar ************* Coordinator, received the ticket. On 3/13/23 **** went with the plumber to open the ceiling to inspect the pipes in the ceiling. They did not see any active leaks and put a level to the pipes to ensure they were pitched correctly for proper drainage. They did determine the pipes were pitched correctly per code. After determining everything was set per code the drywall was then repaired, and paint touchups were made. **** expressed to the homeowner the importance of not flushing any foreign objects down her toilet as they tend to not drain properly, and backups will then occur. **** noticed a package of wet wipes on top of her toilet tank in the master bathroom (see pictures). When inspecting the backed-up drain, and the waste that came out of it, their appeared to be foreign objects that were not toilet paper that appeared. This is what prompted **** to discuss what was being flushed down the toilet with the homeowner. As a courtesy the area manager and customer care representative replaced the can lights that were affected from the backup. The ticket was then closed out.
  
  On January 13th, 2025 Ms. ******* put through a third ticket pertaining to the backup she experienced. This ticket was assigned to customer care coordinator **** *****, the ticket was not to inspect or get any work done. She was looking to recoup the expenses that her insurance did not cover. She had already hired a plumber, paint and drywall crew to make the necessary repairs. When I went to inspect the home, the paint crew Ms. ******* hired had her entire kitchen taped off due to them doing paint work. I ensured there was no active leak or backup, Ms. ******* was then informed that I would discuss this matter with a manger to see if Lennar would do anything about the funds she was wanting to be reimbursed for. After speaking with management, Ms. ******* was informed that Lennar would not be reimbursing her for the work she had done on her house. It was explained that the pipes were previously deemed having the correct pitch and that there were no pipes actively leaking. It was also explained that due to the homeowner not submitting a ticket when the issue arose, and hiring her own contractors, the homeowner did not give Lennar the opportunity to inspect the issue and take action to resolve any active issues with her drain lines.
  
  In conclusion, it was determined all drain lines were pitched correctly per code, there were no active water leaks coming from the pipes and there were signs of foreign objects being flushed down the toilet.

  Customer response

  02/14/2025

  Complaint No. 22907034:

  I am rejecting this response because:

  It is ridiculous that Lennar says I would put foreign objects that could cause this issue. By the way, I was the one that provided them with the picture they shared since I was the one that had to clean this because Lennar couldnt come out when it happened and I was not going to leave waste water in my laundry room floor. I took the picture so they could see that it was just paper and waste. Why would I want to go through this again and have my ceilings and walls opened. Yes, there were wipes and there is a garbage can where these wipes get thrown out to.  I also have a bidet with temperature controlled water and an air dryer.  Since this happened for a third time, I called the plumber that my neighbor used, who had the same exact issue happen to them three times as well, since the plumber was able to identify the root cause, which they said was caused by Lennars piping design flaw.  My neighbor stated that after their plumber fixed the piping, they have not had any issues.  So, yes, I used this plumber, and not Lennars because after happening for a third time, Lennar was obviously not fixing the root cause and Ill be darned if Im going to go through this again!  Attached you will find one of the bills that my insurance would not cover where my plumber, who fixed this, states that it was caused by a builder design flaw.  The fact that this happened to me and also to my neighbor across the street is not a coincidence and obviously the builders fault.  Therefore, Im asking Lennar to do the right thing and refund my out of pocket expenses.  

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

  Customer response

  02/14/2025

  Ive attached receipt from plumber that fixed the issue and stated it was a design flaw. 

  Customer response

  02/14/2025

  I just received a notification from BBB stating that they closed this case. I ask BBB to please read my response to Lennars latest statement and re-open this case. I also subsequently sent a picture of my plumbers receipt where they state that the root cause was Lennars piping design flaw.  
  

  Thanks for your consideration. 

• Initial Complaint

  01/25/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased our home and closed on it 2/08/2024. We originally had large problems with the tile in the primary bedroom and could not move in for a month due to 10 tiles needing to be replaced. As the year progressed ALL tiles in upstairs of home began giving a sound of crunching as you walked on them. This happened with every tile except those originally replaced. Tile blames framer. Both tile and framer came out to replace two sets of 4 tiles each (8 in total). Tile and framer both agreed that it should not sound like crunching under the tile, however they could not figure out what went wrong during the installation to do that. They said I would have to complete another ticket to have any more work done. Another ticket was completed due to half of tile in primary bedroom still having crunching sound under tile, and all of the tile in the laundry room and second bathroom having the same sound. Both ***** **** Flooring and Lennar denied this claim. Although they could not find anything saying it is OK for tile to sound like this, they said since they could not find what was done wrong they would not fix anything else.

  Business response

  01/29/2025

  Thanks for taking the time to contact us. I'm sorry you're having a hard time with communication on our end. I opened a corporate case for you and notified our upper management team to review and reach out to you.

  Customer response

  02/04/2025

   
  Complaint: 22856210
  
  I am rejecting this response because:
  

  Scheduled visit then I had to leave for a last minute work appointment so I was unable to attend. Manager stated he did not hear the crunching in the primary bathroom, however he did hear it in the laundry room. 

  Manager said even if he did hear it, this sound was normal and Lennar would not do anything about it. I requested some sort of literature from anywhere stating the sound of crunching was normal, considering my inspector and all literature online states it is not normal, it means the tile was laid incorrectly, and it needed to be replaced.

  Manager also stated the collapsing grout that was repaired less than a month prior and collapsed again was also normal. Manager also stated cracking grout at transition and at the bathtub was normal. His advice was to stop stepping on the transition strip.

  I sent videos to the manager of the very obvious sound, and his response was "That is so strange that it is making the noises now. I walked and bounced all over the floor in your master and it did not happen. I did it more than once"

  I requested the manager return when I was at the home however he ignored my request. Manager sent email advising he was closing the complaint. 

  Sincerely,

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

  Business response

  02/11/2025

  After our initial review and response the customer has contacted us again with additional information. Lennar leadership will make a site visit on 2/18 to review.

  Customer response

  02/11/2025

   
  Complaint: 22856210
  
  I am rejecting this response because:
  
  I am not yet ready to accept this response until further review and work by Lennar on 2/18
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a leak in one of my drainage pipes within the time frame of warranty coverage so Lennar sent out someone to "fix" it. A year later (current) the EXACT leak happened again. This time i had to contact a plumber because Lennar wasn't going to fix the fix they initially did because it was no longer under warranty. They ended up having to rip up my floors, cut my walls, all because of water damage from before and this time around. The water damage from the first time was never acknowledged or treated so it left mold and mildew behind. i have spent months dealing with all of this including taking time off of work, and thousands of dollars out of pocket (that i don't have) to pay for something that should have been fixed the first time. after months of having contractors come in and redo my walls and relay my floors they have noticed that my foundation has issues now. My flooring isn't sticking due to drainage now. the slab is holding moisture and is keeping the flooring from sticking. I'm living in a home with my 2 children where the flooring isn't sticking and i cant pay for anything more because i'm out thousands of dollars for a fix what Lennar didn't fix initially. I have tried emailing since early December and have yet to get any type of response.

  Business response

  01/27/2025

  Thank you for taking the time to share your concern with us. We see on 12/2/2024 you submitted a case for plumbing repairs reimbursement that was completed by a 3rd party plumber at the laundry room drain. The ************* Representative ******** ******* explained that you never contacted Casa Mechanical Plumbing nor Lennar regarding the leak at the laundry room. Casa Mechanical Plumbing and Lennar were never not given an opportunity to inspect the leak even though you were over the 2 year limited warranty.
  

  Customer response

  01/29/2025

   
  Complaint: 22850208
  
  I am rejecting this response because: I never called Lennar or CASA back because i was told numerous times before that because it was out of the warranty time frame Lennar would not do anything about it. Being told that more then once was the reason i didn't call back. 
  
  Sincerely,
  
  ***** ******

  Business response

  01/29/2025

  Please advise when you were told you were out of warranty and by who so we can further investigate.

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last few days there has been cold weather conditions that are not usual in the state of *******, plus it has been raining. Today (1/22/2025) we woke up with water dripping from the wall where the window kitchen is at; you can see the back of the house from that window and there is no roof over it. I sent a request to Lennar to get it checked because we have had issues with some other stuff that was not right in the house since we bought it in March 2022. We had to have a wall redone, which was not even done right. We sent requests to fix the sprinkler system multiple times, and it was never fixed, other neighbors had the same issues. We had issues with the stairs being loose and they came to fix them, and we are having the same issues again. We received a call from them, and they informed us that they could not fix anything because we were out of the 2 yr warranty. When we did the walkthrough and we advised of all the issues that we saw and were told would be addressed, we were told that we had a 1yr mechanical warranty, a 2 yr electrical and plumbing warranty and a 10 yr structural warranty. Today I had to deal with an employee that told me that his manager said NO to any repairs because we were out of the 2 yr **** of their warranty. Mind you, this house is not even 3 yrs old, and we paid a huge amount of money to buy it. We have a leak due to structural issues that could create mold inside the house where I have allergy problems and have young kids. I am extremely upset that I had to talk to a person that would not even send someone to come and check what is going on. I do not feel safe in my own house; I feel like half of the back part of the house is going to break any time soon and I put my trust in a company that does not care about anyones safety.

  Business response

  01/27/2025

  Thank you for taking the time to share your concern with us. I'm sorry you aren't happy with how your items have been handled. I opened a corporate case and notified upper management to review further.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new home from Lennar at *********** in **********, ** in July ********** Address is **************************************. House was built with improper drainage system in side lot where water doesn't get drain properly.We have submitted cases and contacted the builder 'Lennar Home' to fix the problem multiple times. They refuse to admit that it is builder's fault due to following reasons:1) To be considered drainage issue, there should be a standing water 48 hour after rain. However, when we sent photos to Lennar representative after 48 hours and no action was taken.2) Every house is designed with different drain system, It is just the way my house's drain system is designed. 3) Not all water is supposed to drain towards the street. *Even though their drain system blueprint points out that water should be drained to street, Builder claims that is not necessarily true. This is unfair because this drain issue only happens on one side of our lot where grading wasn't done properly. New sod and soil was added to help the drain of water but it did not work. Builder doesn't own up to the issue by stating warranty statement which was written in favor of them. We are extremely disappointed with how Lennar treat their customers and we regret buying this house from Lennar. We spend 420K on this house and now because of this bad design, we have this never ending issue that will cause us thousands to fix because Lennar did such a horrible job in the first place.

  Business response

  01/27/2025

  Thank you for taking the time to share your concern with us. I'm sorry you aren't happy with the response you received on your drainage concern. I opened a corporate case for you and notified upper management to review the situation further.

  Customer response

  02/03/2025

   
  Complaint: 22845936
  
  I am rejecting this response because: The issue has not been corrected. Business hasn't reached out to us regarding this issue.
  
  Sincerely,
  
  Yonggyu Yeon

  Business response

  02/11/2025

  Thank you for speaking with our ************* Representative. Our Vice President of Customer Experience has been in communication with him as well to ensure we are reviewing your concern fully. We reviewed your drainage concern and found there was no standing water after 48 hours following a normal rain event. Additionally, the ************* Representative supplied you with the plot plan. Our Representative did offer to play sod on the bare area of concern, but I understand you denied that. We ask that you keep an eye on the drainage during the spring time and please submit a ticket if you do see standing water for more than 48 hours following a rain event.

  Customer response

  02/12/2025

   
  Complaint: 22845936
  
  I am rejecting this response because:

  1) Lennar laid new sod to solve the issue in 2024 when we first submitted a case. It did not fix the issue. 

  Lennar customer ***resentative told us if laying new sod doesn't fix the issue, they will install french drain. 

  That is why we let them try fixing the issue by laying new sod which didn't work. 

  They acknowledged the issue that is why they laid new sod. Now they don't want to follow up on the issue. 

  2) Speaking of standing water after 48 hours, We sent photos of standing water after it rained to *******, customer **** but he didn't ***lied or came out to check. 

  3) Looking at the photo attached, arrows are pointing towards street so if grading was done properly water should drain to streets. However damaged area is sitting low so water is draining properly unlike other areas around my property.

  Lennar is the one refusing to fix this issue by restating 'no standing water 48hours after the rain' when they don't come out everytime when it rains.

  We did not reject the offer. Lennar *** told us it is not a good time to lay new sods due to weather and didn't guarantee it will fix the issue. That is why we weren't sure about laying another sod.

  If we hire outside surveying company to assess the grading and if it turns out to be defect, would Lennar take an action and install drain system?

  Sincerely,
  
  Yonggyu Yeon

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  :Complaint Against: Lennar Builders Property Address: **************************************** Subject: Foundation and Leak Issues Complaint Details:Dear BBB,I am writing to formally file a complaint against Lennar Builders concerning ongoing foundation and leak issues in my home located at ****************************************. My home was built by Lennar, and I have encountered significant problems with its foundation and leakage that have not been adequately addressed.Description of ********************* of my home appears to have significant structural issues, causing visible cracks and movement that seem to worsen over time.Additionally, I have experienced persistent leaks in multiple areas of the home, including the roof and basement, leading to water damage and concerns for the structural integrity of the property.Despite reporting these issues to Lennars customer service and requesting assistance, the company has failed to take effective action to repair or resolve the problems.I have followed the appropriate channels for reporting these issues but have not received a satisfactory resolution. The lack of proper communication and repair work from Lennar has resulted in considerable inconvenience and potential long-term damage to my home.Desired Resolution:I request that Lennar Builders take immediate action to:1.Send a qualified professional to assess and repair the foundation issues.2.Fix the roof and any other sources of leakage.3.Provide compensation for any damages that have occurred due to these unresolved issues.4.Ensure that the necessary repairs are completed in a timely manner to prevent further damage to the home.I hope that BBB can assist in resolving this matter promptly. I am available for further discussions or to provide additional documentation and photographs if necessary.Sincerely,***** ******** 240-84880221 **************************************

  Business response

  01/27/2025

  Thank you for taking the time to share your feedback with us. I opened a corporate case for you and notified upper management to review further.

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is just some of the issues in 6 MONTHS -Garage door issues, one of the doors would go up, had no clue what was going on. We would get up in the morning and the door would be open. Lennar came out and said its a lose wire. The garage came down on my car as I was backing out. I had to call the garage door company to come out at night to help get the door up. Because We could not get it to move. The tech that came out asked if we were putting the door down. I informed him we did not touch the door. I had a family member over and she said the door was up when she pulled in the driveway it was about 10 minutes ******** said the one of two things happened the system malfunction or someone garage remote was programed to mine. The door panel did get replaced and painted however the panel did not get painted fully. So, when the door opens you can see white at the edges. They dont paint the panel full due to it sticking to the trim. Seriously. I have damaged my car, and Lennar is not taking responsibility for the damage. ( Reimbursement damages and Gas and my time to get the bid)The local office or vendor are refusing to pay for the damages. Sliding Door that was moving in the sand store. The vendor FORGOT a few screws to secure it on the frame. Electrical issues Den light flicker, the next gen ******* fried my sons bed frame motor, and his light started to go on and off. Lennar sent out the electrician to him to tell me in the mail panel we had a lot of loose wire behind the brakers. (Fire Hazard).

  Customer response

  01/20/2025

  Photos have been sent to AZ office 

  Business response

  01/24/2025

  I'm sorry you experienced poor repairs and issues with your home. I opened a corporate case for you and notified our upper management team to look into this and ensure all your issues get properly addressed.

  Customer response

  01/24/2025

   
  Complaint: 22835993
  
  I am rejecting this response because:
  Lennar *** call and and need more time  get more information. 

  At this time no resolution has been made
  Sincerely,
  
  **** *****

  Customer response

  02/04/2025

  Lennar need time to look into this. It's been over a week and no response back. 

  Business response

  02/11/2025

  The garage door company completed an inspection and found that this did not result from a faulty garage door. Lennar did replace the damaged garage door panel as a courtesy but denied to compensate for any car damage. Other items in the home were completed as well. Should you have additional items you'd like us to review, please be sure to submit a warranty request through our website.

  Customer response

  02/12/2025

   
  Complaint: 22835993
  
  I am rejecting this response because:
  A garage door just does not come down all on its own. The door did malfunction.
  Tech even said there was an issue.Ether a programing issue or a unit issue.
  This is 100% unexpectable. What inspection was done. **** did not claim a latter to look at the unit. He only looked at the door and the damaged and reprogramed the remotes.

   NO inspection was done by **********.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a new construction home in may of 2024. Since I moved in I hear a noise coming from the roof/ attic that keeps me up at night and is very disturbing. I submitted a complaint with Lennar homes several times and they have not taken any action. I have a warranty on the home and they are responsible for fixing any issues. I am reaching out to BBB to get this issue resolved before my warranty expires.

  Business response

  01/23/2025

  Thank you for reaching out to us. I do see you submitted a case where this concern was listed. Our team reviewed the concern and found the noise is being caused by wind driven rain. I'll have our manager review this further to determine if there is possibly an alternate cause for the noise.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021, my family placed our names on the interest list for the Grand Series homes at Lennar ************** with ***** **********. On January 10, 2025, we saw six new homes listed on the **** home sale websites, and the Lennar website. Excited, I visited the model home sales center with my wife and spoke with *****. She confirmed the homes were available but had no further details, mentioning the model could be viewed once completed.On January 11, 2025, my wife revisited the sales center, and ***** confirmed that the home we wanted was still available. We were then directed to contact ***** to proceed with the ******* money deposit. ***** confirmed the homes availability and scheduled an appointment with ***** for January 12, 2025.However, on January 12, ***** informed me that the home had already been reserved on January 10, with multiple backups. This was frustrating as we had been actively trying to reserve it since it was listed and were repeatedly told it was available. Despite being on the interest list for four years, we lost the chance to secure the home.I have since discovered that home prices on the Lennar website, home sale platforms, and the *** have been increasing, yet their status is not updated to reflect they are reserved or pending. Despite Joanas claim that the home was never listed on the ***, I have a screenshot of the listing (***# 0D26E7461468). It also appears Lennar employees are purchasing and holding these homes, further complicating the ************ a loyal Lennar homeowner, I am deeply disappointed in how this has been handled. The lack of transparency, miscommunication, and potential internal conflicts of interest reflect a failure in Lennars system. I am requesting the BBBs assistance in resolving this matter, ensuring fair treatment, and improving Lennars home reservation and sales process.

  Business response

  01/23/2025

  Thank you for taking the time to share your feedback with us. I'm sorry you experienced poor communication with the sales team. I opened a corporate case for you and notified upper management to review the situation further.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My concern is that water is improperly draining in my backyard, creating a constant mud pit. This issue was originally highlighted during my home inspection and I was assured it had been resolved. During my virtual visit with ****, he clearly stated that they would regrade the area and even suggested specific adjustments needed for my backyard. However, when ****** **** visited, his nonchalant attitude left me feeling that the problem might never be resolved. He informed me of a policy requiring rain for observation, but it can't be too much rain, snow, or other precipitation. While I understand this is a Lennar policy and not ********, the response that the policy won't be adjusted for my situation is unsatisfactory. I have lived here for a month, and my backyard has consistently remained a mud pit. After the recent snow, while my neighbors yard is dry and green, my yard still has wet, muddy areas, which suggests poor drainage. I could observe, as the snow melted, that water pooled in certain areas of my yard without any clear outflow path, unlike my neighbor's yard.I need this issue resolved immediately. I cannot enjoy my yard at all since moving in, and I need assurance that my concern is being taken seriously, rather than dismissed. Even if Austins role is not traditionally customer-facing, offering a better resolution is essential. I recommend people to really consider your options and do your research before moving forward with Lennar. This has been a horrible experience that should be a momentous occasion in life.

  Business response

  01/23/2025

  Thank you for sharing your experience with us and I'm sorry you aren't happy with your yard. I opened a Corporate Case for you and notified upper management to review the situation further.

  Customer response

  01/23/2025

   
  Complaint: 22810748
  
  I am rejecting this response because: i haven't received any response or resolution 
  
  Sincerely,
  
  ******* *********

  Business response

  01/29/2025

  ***** ***** spoke to the homeowner and explained that he will need to follow the process inspection after a normal rain for this repair. The standard is that ****** should not have standing water 48 hours after a normal rain fall. The last time the yard was evaluated there was no standing water per ****** and did not meet the criteria for a repair. We informed the homeowner that we could continue to monitor the yard after a qualifying rain event.

*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. ↩