ComplaintsforLennar Homes, LLC

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to Lennar **************** to find out if anything can be done about my four-year-old home, which was purchased in 2020 in ***************, ***A stain recently appeared on my living room ceiling on July 5, 2024, while my wife was cleaning our master bath. We immediately scheduled ********* Plumbing to inspect our upstairs toilet lines and shower drain lines. Upon cutting out the drywall ceiling in the living room, the plumber found moldy subflooring that was wet. We then turned on the shower to do a shower test, covering the drain, and water began dripping excessively at the shower curb where the mold has developed. It is safe to say that weve been living here for four years with an ongoing issue that finally showed itself when the sub-flooring gave way underneath the shower curb.I want to know if Lennar is willing to cover any costs to remove and replace any material that has been compromised due to faulty workmanship. My basis is that I purchased a brand new home, and after living here for almost five years, I have to deal with a compromised shower pan liner that was cut/damaged by a trade of Lennar. Water is now leaking through the particle board and has caused possible damage to the sub-flooring and my living room ceiling. Who knows how long this has been ongoing, maybe four years. Meanwhile, my family and I have likely been breathing in mold particles from the mold growth development underneath the shower curb.To then suggest using some spray or Kilz is unacceptable. Imagine if that particle board never failed, and another year or two passed, making the mold worsethen what? That would be a serious lawsuit if I were a betting man.

  Business response

  07/16/2024

  Good morning.  

   

  Thank you for your feedback on resolving recent issues. We apologize for the inconvenience. I have opened a corporate case for you and shared your concerns with upper management for review.  

  Customer response

  07/16/2024

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

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is unbearably hot, in my house the entire day. My AC cannot seem to get my house below 75, often times it's almost ********************************************************** such heat. The local office is being sluggish on resolving this matter. My house is less than a year old, it is unacceptable that my AC system is not able to get the house to a bearable temperature.

  Business response

  07/09/2024

  Thank you for taking the time to share your concerns with us. I apologize for any inconvenience you may have experienced. I have opened a corporate case and notified upper management to review and assist.

  Customer response

  07/15/2024

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to purchase a BRAND NEW CONSTRUCTED home 6/10/2024 and everything went well up until 6/21/2024 where I had an inspector inspect the home. To be found in this inspection of the newly built house was: Mold, hail damage, two cracks in both showers, wiring done incorrectly to where only 2 outlets worked, the wiring was also done where it inter twinned with other electrical wires that could have caused a fire, missing screws in many places, cracks in ceiling of home and garage, garbage disposal had something stuck in it, clog ducts for dryer.. 57pages of complaints and over 100pictures of corrections to be made. So in this case I pulled out and said I no longer wanted the home do to the safety hazards. They suggested that I look for another home I didn't feel comfortable so I rejected. I asked for cancelation papers still yet to receive em 6/27/24 I asked for my ******* money back of $850.00 that I cannot receive until I sign those papers, they refused to give me my ******* money back and told me because I wouldn't let em fix the home I can't get it or I need to find another home. My sales rep will no longer answer the phone and if she does she lies and says we're working on it, yet I'm still getting closing documents and title information and being asked for my down payment. This company will give you the run around and I will not stop complaining til I get my money back, my next stop is the news. They also refused to give me a pre-approval letter stated that this company doesn't issue these letters. If the issue isn't resolved. I even considered giving the company a second chance because they offer great rates but the more I look into Leenar it's cheap built ** MY INSPECTION is too large to attach to this complaint being 57pages long***please email me to send via email i don't know how to shorten it to send

  Business response

  07/08/2024

  Thank you for taking the time to share your feedback with us and I apologize for any inconvenience you may have experienced. I've opened a Corporate case for you and notified upper management to review and assist.
  
  
  

  Customer response

  07/08/2024

   
  Complaint: 21914734
  
  I am rejecting this response because: I have signed a cancellation paper that states that I won't be able to get my money back, but another paper that states I will get refunded and then told by sales rep, I WONT receive anything! I didn't do anything wrong and I want answers, I don't trust how the company any more to think that I will find a better built home. So I signed the cancellation papers  to be completely done with LENNAR. 
  ** my inspection is to large to send I would like to send my proof of inspection it's 57pages long and over 100pictures**
  Sincerely,
  
  ************************

  Business response

  07/16/2024

  Good morning.    The ******* money deposit refund check was issued 7/15 to the address on the cancellation agreement.

  Customer response

  07/16/2024

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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Lennar townhouse in ***********, ** in 2023. I wanted to share my experience with the customer service team after a phone call that took place today.My wife and I have been working tirelessly to improve the landscaping on our property. Our main concern has been the sod that was installed during construction. Unfortunately, there is tons of debris underneath where the sod was placed, including rocks, metal piping, and other construction materials which have prevented the sod from growing properly. We have tried to remove the majority of these items, re-seed, and water to improve the growth but have had no luck.I shared this information with the warranty representative (******) today and they refused to take responsibility. They asked me to reach out to the landscaper who installed the sod (that they hired) to see if they could do anything. We all know that thats not going to end in a solution. Instead of taking ownership of the issue, they are putting it back on me. I wish they would have held their vendor accountable or supported us in some way. They are not even willing to throw some seed down for me. Not a great experience!

  Business response

  07/05/2024

  Thank you for taking the time to share your feedback with us and I apologize for any inconvenience you may have experienced. I've opened a Corporate case for you and notified upper management to review and assist.
  
  
  

  Customer response

  07/18/2024

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Lennar home on 7/17/23. We had a third party inspection done prior to closing and they indicated an issue with the **** not cooling correctly (less than 15 degrees cooler from all registers) we were informed it was fixed at our second walk through. It was not. Made a warranty request in early August, they did a calibration and it was still not fixed. Made another warranty request and they said to add sensors I provided information showing our unit was too small - we have a 2.5 ton for 1954 sq ft in ************* and we should have at least a 3 or 3.5 ton. They said engineers designed the house for the correct size we had 2 more work orders placed in March for another issue with the **** and still have issues. We did our one year warranty inspection earlier (due to me being pregnant and due end of May) and that home inspector (different than the original one) said the same thing - not cooling correctly. The back of our house, the front of our house (office), main living space and one bedroom are consistently 75/76 and the other 2 rooms are 72. Another warranty request was filled and the unit is working correctly we hired a 3 party hvac team and they said its too small and we dont even have dampers so we cant control the air flow: another request made and we requested a copy of the manual J (which we were told we couldnt have and then lawyers were mentioned and the rep changed her tune) they sent out an engineer team that works for them and on a doorbell camera one gentleman said the unit was too small and need a larger unit where the other was not willing to say anything. We are now waiting for the report (10 business days) and our one year is almost ending. We have 2 fans and bought portable units to cool our house. Per size, windows, doors, ceiling height, sq ft and climate, the manual J shows we should have at least a 3 ton up to 3.5 ton. We have been getting the run around for a year. Still no copy of manual J provided.

  Business response

  06/24/2024

  Thank you for taking the time to share your experience of getting items resolved with us. Im sorry you arent satisfied with the way your items have been handled. I opened a Corporate Case for you and notified upper management to review and assist in addressing.
  
  
  

  Customer response

  06/25/2024

   
  Complaint: 21891510
  
  I am rejecting this response because: I was told by the local customer service rep I would get a call today to discuss the inspection done by the engineers - I did not. I have not received any contact from corporate or local. It is currently 76 degrees in my daughter's room, 78 in the other rooms with the ** on and set to 72.. We cannot cool our home for our newborn and toddler. It is 8:50 pm and time for bed and they are so uncomfortable they can't sleep. We are using fans and portable units since the unit is too small. I've been promised a call back by 2 different people and have not received anything. I have not received a copy of any reports completed, no manual J. Nothing has been done. We continue to struggle in our own home because it's too hot. A home we haven't even been in for one year. A home where we did our first walk through about a year ago. 
  
  Sincerely,
  
  *************************

  Customer response

  07/01/2024

  I received a letter from the engineer team saying the unit is sized correctly based on standard manual J there is no standard manual J and weve purchased a manual J that was performed with the floor plan and wall measurements provided by a sales rep in Jan of 2024. I am still requesting a copy of the manual J because our calculations show we should have ******+ BTU unit and based on the manual S, the correct size is a 3 ton as a 2.5 ton is ******. There is no standard manual J and the fact the manual J performed by Lennar contractors is being held is suspicious. A manual J is a calculation for the heat load required for the home and it is specific for each home. I was also told I need to keep my thermostat between ***** degrees and if I attempt to set my thermostat to a temperature below 75 the unit will overwork and cause coils to freeze. If the unit is the correct size I wouldnt have to set my house to above 75. We have paid over 1k to provide facts and data and yet were told its fine the engineer tech didnt even document what we complained about correct. If the unit was working, we wouldnt have 2 rooms at 80, 2 at 77, 2 at 74 and main living area 76. 

  Business response

  07/15/2024

  Good morning, It has been informed to the homeowner that we will be replacing the ** and upsizing their unit by a half ton.  The local customer care team will be coordinating the replacement in the coming days.  

  Customer response

  07/15/2024

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

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had several roof leaks that 5 different roofing companies all said were due to the roof being constructed improperly by Lennar. Not due to wear and tear but faulty construction. They would not even come look at the roof. Insurance would not cover replacement due to the poor quality of the roof from the builder.

  Business response

  06/24/2024

  We are sorry you aren't happy with our previous response to your concern. Our team has previously reviewed your concern and provided you with our position on the matter. Considering your home, it was built in 2017. I've shared your continued concern with our team to see if there's anything further they are able to review.

  Customer response

  06/25/2024

   
  Complaint: 21887060
  
  I am rejecting this response because:

  The roof was poorly constructed and the leaks we had were due to faulty construction and not wear and tear. Multiple roofers pointed out that it was one of the most poorly constructed roofs they had seen on a new build, yet Lennar does nothing.  Your company took no efforts to rectify any of the issues when brought to your attention years ago. 

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

  Business response

  07/05/2024

  Our team has reviewed your concern multiple times, including when this was first reported in 2021. Your home closed in 2017 and is currently 6 years out of warranty. There's no action our warranty team will be taking on your concern due to the age of the home.

  Customer response

  07/08/2024

   
  Complaint: 21887060
  
  I am rejecting this response because:

   

  
   The age of the home has nothing to do with the extremely poor initial build quality of the roof which has been repeatedly pointed out to you. None of the problems we have had would have happened with even a decently built roof which our insurance even denied a claim due to the poor build quality of the  roof. For a company that supposedly stands by their work, yall have done everything but do that. Yall do not care about your consumers and your lack of action continues to disappoint myself and thousands of other Lennar owners that can be found all over the country. Our previous home was built by a competitor and at 8 years out, something was pointed out to them that was a poor build quality issue, they came out and fixed it within 7 days. Just be honest with yourself and admit money and not quality is what Lennar stands for.

   

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved into my Lennar home early February 2024. I was forced to close a few days early on 1/26.Upon moving in, you could tell the house was completely rushed. *** spent countless days taking off work to accommodate workers in my home. Ive had grout trade come twice for discolored grout, paint on my bathroom countertops, casing around my door that look like a dog chewed it (literally), an oven with melted plastic in it, math problems written on my shower, loose toilet, etc. You name it - Ive had the issue. I just noticed a portion of my kitchen countertops had dents and paint missing on the edge closest to the floor. Before I even had a call with support, ****** closed my ticket telling me the most I would get for it is a kit of paint because I didnt notice the dents before my walkthrough. Short of me cleaning the floor during my walkthrough, how would I notice something like that? She told me I know you dont like my answer but thats my answer.Overall, rude customer support unwilling to help or even keep your ticket open long enough to speak with them. I do not recommend buying a house from this builder. The only thing youll get is a headache and incompetent support. Now I have to live the next 15 years with jacked up cabinets because theyre too cheap to fix them. I live by myself, no pets, no kids. Please tell me how I damaged the cabinets on my own? Disgrace of a company.

  Business response

  06/24/2024

  Thank you for taking the time to share your feedback with us and I apologize for any inconvenience you may have experienced. I've opened a Corporate case for you and notified upper management to review and assist.
  
  
  

• Initial Complaint

  06/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband (********************) purchased Lot 210 in Sep 2022 at Lennar Meadowbrook in *************. We requested a transfer to Lot 202 in Nov 2022 and a clean transfer was approved in Dec 2022. The reason for the transfer - I was pregnant and when we signed the contract in Sep 2022, we were told by sales agent (***************************) that lots 210 and 212 were the last Hastings models and there would be no more future lots with the same model. After a month we discovered, there were more Hastings models and ****** did not share the information with us. During the lot transfer process, the sales agent (******) mentioned ***** would be the same as the original contract. We agreed on lot 202 and discussed the differences. We were told the front door would not have glass and the refrigerator/washer/dryer also wouldn't be available due to short supply. We responded to adjust the prices of the refrigerator/washer/dryer from the original contract but the price deduction was declined. After a few rounds of talks, the refrigerator/washer/dryer was put back into our specs and we agreed to proceed with the plain front door. These were the only differences mentioned by ****** and we closed the deal by paying an additional deposit of 2% on Dec 31, 2022. We trusted ****** and resigned the contract for lot 202. During orientation we realized "Eero Pro 6 mesh wifi router" and **** by **** smart shut-off valve" were not provided. These features were part of the original contract in Sep 2022 and we were told anyone who signed post-Nov 2022 did not have these features. We told them in our case original contract had these features and the discontinuation of these two items was not discussed when the transfer was completed in Dec 2022. We sent several emails to sales agents "***************************", "***************************" and Area Sales Manager "***********************" with no response. This is been an ongoing issue of deceiving since we moved into our home last July 2023. It is a clear case of fraud.

  Business response

  06/19/2024

  Thank you for taking the time to share your feedback with us and I apologize for any inconvenience you may have experienced. I've opened a Corporate case for you and notified upper management to review and assist.
  
  
  

  Customer response

  06/26/2024

   
  Complaint: 21858465
  
  I am rejecting this response because: Lennar pushed us to sign the contract without letting us take our time to review the options. Sale agent kept saying its an exact transfer from your previous lot except the front door. We paid more price for those options in first contract and we need our money back or options to be installed. 
  
  Sincerely,
  
  ***********************

  Business response

  07/05/2024

  Since this is the contract that was signed and executed at the closing attorney's office, this is the only binding contract we reference. The old contract was voided.
  
  Based on the contractual agreement between Lennar and you, we provided all included features with your home purchase agreement. There is no obligation to install or provide any additional equipment for your home.
  
  I know this is not the response you were seeking however, our customers deserve consistency and accuracy based on our written contract.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a home through Lennar Homes LLC back in February of this year (2024). One of the things that is advertised by Lennar is that they have very energy efficient homes. Well since summer has started my energy bill is over $400. Now, I do have reptiles in the house that require lighting but they do not have any heat in their enclosures because my house is constantly between ***** degrees. The ac unit that was installed CANNOT keep up. My ac is constantly running all day. I have fans on high in every room and if I cook the heat from my oven/stove causes the home to get even hotter. I have even purchased additional smaller fans to have in the kitchen and in the different rooms to help the ac out but that is not working. There are others who have purchased through Lennar Homes as well experiencing the same issues. We have also had to submit a request to get someone out to our house because the ac shut off completely and wouldnt run anymore. Im not sure what the best solution to this would be but I would like for something to be done about this.

  Business response

  06/19/2024

  Thank you for taking the time to share your feedback with us and I apologize for any inconvenience you may have experienced. I've opened a Corporate case for you and notified upper management to review and assist.
  
  
  

  Customer response

  06/20/2024

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  While purchasing my home from Lennar I choose to upgrade my Kitchen Tiles for which I payed $9,403. This tiles are not done well and are incomplete. The ****** are very deep which hurt my toes everyday and can causes me to trip. I have given Lennar a lot of time, but they only send me agents to inspect the tiles and thats it. I want Lennar to give me a full refund of this upgrade ($9,403). BBB please help me resolve this matter. Thanks.

  Business response

  06/14/2024

  Thank you for your message. I see our team has previously had individuals out to inspect your concerns. I've shared this information with our team to see if there's anything else we can do to assist.

*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. ↩