Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In an attempt to purchase a new home Lot 0291 at **************************************************************************************************************** in ************* at the Preserve at ****, we gave a deposit of $11,655. Our mortgage financing contingency expired and we were not approved by Lennar Mortgage for a home loan. On 12/9/2024 We requested our deposit back and they are refusing to return our deposit in a timely manner saying it will be up to four weeks before we get our refund. Under Florida Law the Seller is required to return the money to the buyer and seller will have 10 days after the date demands are made for the deposit in order to resolve the dispute. If there are still unresolved issues after the 10 days, the buyer and seller must go to mediation, and if mediation does not resolve the issues, an action may be filed in court in the form of an interpleader. I am sure I am not the only one that this company has done this to and I am publicising this event and want my money back sooner that 30 days. I hope this helps someone else think twice about doing business with Lennar as well and protect themself. It is now December 26, 2024 and we just got another Docusign Document that says they will mail a check within 30 days! This is unconscionable and someone needs to put a stop to this deceit!

  Business response

  12/27/2024

  Thanks for taking the time to share your feedback with us and I'm sorry you're experiencing issues with your deposit. I opened a corporate case for you and notified upper management to review and assist.

  Customer response

  01/10/2025

   
  Complaint: 22731318
  
  I am rejecting this response because:
  
  I have been continuously told I will be getting my deposit back and to date I still am out my deposit of $11,655

  Write and send the check and mail it and stop saying you are going to report to upper management.

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

  Business response

  01/13/2025

  Our Area Sales Manager recently spoke with you and discussed the timeline for receiving the ** Refund. If you haven't received it in the expected timeframe discussed, please feel free to reach back out to us.

  Customer response

  01/13/2025

   
  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 as I finally received the check from Lennar.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home was purchased in ************************ 8/22 Within a couple months bathroom tile started cracking. It took several emails back and forth with warranty department to have tiles replaced. ******************* was rude and provided incorrect information until I pointed to the line in the warranty that said it was a defect. They suggested it's a one time "courtesy" even though warranty document states tile should not crack, it's a defect. Suggested wait until close to end of warranty period. I had tile replaced. Around june or July of 2023 Then as soon as the warranty period was over the same tile plus others cracked again. This lead me to suspect greater issue going on with deflection and settling of foundation. Submitted request. ******************* denied claim. Submitted request again with photos showing how the tile is cracking along a common line which indicates improper settling per warranty. Claim was denied again.I simply want the issue resolved to the point that I dont have to constantly replace tile. Tile needs replacing and uneven settling/foundation issues need correction.

  Business response

  12/26/2024

  Thank you for sharing your concern with us. I'm sorry to hear you are still experiencing issues with your bathroom tile. I opened a corporate case for you and notified upper management to review further.

  Customer response

  01/01/2025

  Lennar's response only stated they would contact me. They ha e not offered a resolution. This is why I am going to reject the response before my ********************************************* regarding this matter.

  Customer response

  01/02/2025

  Date Sent: 1/1/2025 6:24:53 PM
  Lennar's response only stated they would contact me. They ha e not offered a resolution. This is why I am going to reject the response before my ********************************************* regarding this matter.

  Business response

  01/10/2025

  Our Director of ************* contacted ****** ******* and advised that the home had all repairs completed in reference to this complaint the first time is was brought to our attention. This complaint was submitted almost 2 years later and a year and 17 months outside the warranty period. Lennar has denied this request due to the length of time that has gone by since the warrantable period ended. All warrantable obligations were fulfilled by Lennar within the warrantable period.

  Customer response

  01/13/2025

   
  Complaint: 22727516
  
  I am rejecting this response because, I sent a follow up email to Lennar regarding the true issue which is foundation/uneven settling of which is warrantable. The cracked tile is the symptom of bigger issues that Im trying to have addressed without any luck. See below for the email that was sent. 
  
  "****,
  Thank you for the response. The full complaint is that the warranty I received says 
  
  "Performance Standard: Tile, flagstone or similar hard surfaced sanitary flooring that cracks or becomes loose is a deficiency. Subfloor and wallboard are required to be structurally sound, rigid and suitable to receive a finish. "
  
  Could you explain what this means to me. I am not understanding where one time courtesy is coming from. Does this cover the cracked Tile in our house?
  
  Also, part of the complaint stims from I was specifically told to wait until closer to end of warranty.  Which I waited a coue months before if Im not mistaken.  Then shortly afterwards the same tile that was replaced started cracking along with others. You see in the pictures its a distinct line from wall(baseboards show signs of pulling away indicate uneven settling issues) and toilet. Which indicates foundation/uneven settling issues.
  
  I then pursued that route without any proper guidance/resolutionfrom Lennar. 
  ****, If the same tiles that were replaced crack again in a similar pattern and then involve more tiles, does that indicate a deeper issue?
  
  That's the root of the issue ****. There is a deeper issue going on that Lennar is failing to properly address. ****, that's my main concern. I'm wanting to have the underlying issue resolved now than later before more damage is done.
  
  Thank you,
  
  ****** *******."

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

• Initial Complaint

  12/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchases new build home in August 2024. Since then have had numerous problems such as wind blowing through the windows to the point that there is significant observable dust throughout the house. Leak 2 hours after moving in. Heater still does not work. Among other things. There was no insulation in at least 1 wall although it was signed off that there was insulation. I have been approximately 20 items

  Business response

  12/26/2024

  Thank you for sharing your concerns with us. I opened a corporate case and notified upper management to review.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my frustration regarding an ongoing issue with my newly purchased Lennar home. I bought my home in April 2022, and recently, I noticed a significant problem with the driveway pavers. Specifically, the pavers near the garage door have sunk about 2 inches, which is causing both a safety concern and an aesthetic issue.I initially reached out to Lennar service and spoke with a representative, who created a service request (Request #********) for the issue. During our conversation, I was informed that I would need to contact the subcontractor companies, builder, or paver company directly. Following this advice, another representative named ********* called me back and provided me with contact information for the relevant paver company.However, when I attempted to contact the paver company, I was only able to leave a voicemail. I would greatly appreciate it if you could assist us by reaching out to them directly, as the home was purchased from Lennar and I did not hire the subcontractors myself. I believe a request from Lennar may carry more weight than my individual attempts, and your involvement could help expedite the resolution process.Additionally, I contacted ********************************, and their representative informed me that I should speak with Lennar regarding warranty issues, not them. This has left me feeling unsure about how to proceed and, unfortunately, more frustrated with the situation. As a homeowner who paid a substantial amount for this property, I did not expect to face this type of issue with no clear path to resolution. Please help me to address this issue.

  Business response

  12/26/2024

  I'm sorry you are having a hard time reaching the *************** I opened a corporate case for you so our team can review and assist.

  Customer response

  01/10/2025

   
  Better Business Bureau:
  

  ******* from Lennar Homes responded and promised to have the paver company fix the issue this week. While there were some delays, the paver company arrived this afternoon and successfully completed the necessary repairs.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely,
  Tet *****

• Initial Complaint

  12/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In around February this year, I applied for a home loan through Lennar Mortgage. It was declined but they stated in a few months they will reconnect with me and resubmit. Around May they contacted me and I went to the appointment with a realtor named ******. He assured me my credit was good and I qualified for a loan. I paid $1500 ******* money which he stated would be refunded. I was signed up for Lennar select track and they sent me information on buying my insurance and each step of home buying was explained and I even was given a walk-through day and a closing day. About 3 weeks into the process. A Mr. ***** contacted me and stated he could not approve my loan. A few days before my walk-through. I was not happy with the news but I accepted as my friends at work were buying homes but had never heard of a mortgage company doing business this way. That said it must be my race as I am African-American. Even my daughters friend purchased a house but did not go through all that unless approved. I had packed all my things to move and I have been looking for a place ever since. I even signed the contract to buy the home. Then I did receive my $1500 back. Next they contacted me about some **** program to build my credit which I have a few credit cards but did not feel it was that bad.They asked for $500 to help and advised they will have me ready to move into a home soon. That was September25. Someone named ***** contacted me and as I am in **************** still-she advised I have too much student loan debt and could not help me on September 26, I requested a refund which they advised would be refunded shortly. It is now December 13, they keep advising me that it has been mailed. I still have not received any money back.

  Business response

  12/26/2024

  Thank you for taking the time to share your feedback with us and I'm sorry you aren't happy with your experience. Additionally, I'm sorry you feel discriminated against as that is never our intention. We feel privileged to have the opportunity to build and sell thousands of home nationally to a diverse market. I've opened a corporate case for you and notified our upper management team to review and assist.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I have repeatedly asked Lennar to look at a flooring problem we noticed upon moving into our house. We have been given the run around for about two months now. We have spoke to numerous people. They have continuously said we will be contacted by someone but now has contacted us. Last Monday, again we were told someone would contact us in 48 hours. Again nothing. We have called and texted numerous times but never received any follow up. We are seeking assistance in rectifying our floor issue.

  Business response

  12/24/2024

  Thank you for sharing your feedback. I don't currently see a flooring case open for you. I notified our management team to review and reach out.

  Customer response

  01/02/2025

   
  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

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my concern regarding a refund issue at closing and the lack of communication Ive experienced while attempting to resolve it.The refund owed to me was mistakenly sent via Zelle to the wrong number. I have been trying to reach my escrow officer, *** ********* for the past 7 days through phone calls, voicemails, and messages via the LennarTrack portal, but I have received no *************** I received an email stating that Lennars accounting department advised me to contact Zelle and my bank. However, this approach seems inappropriate, as my bank did not initiate the transaction. When I contacted *****, they informed me that Lennar would need to address the issue directly since the funds originated from Lennars account. I relayed this information to Ms. ********* but I have yet to receive a response, even after following up today This lack of responsiveness and communication is highly unprofessional and has caused significant frustration. I kindly request immediate attention to this matter and a clear resolution process for retrieving my funds.Thank you for your prompt response.Sincerely,Dantrez ******

  Business response

  12/24/2024

  Thanks for taking the time to share your feedback with us. We also received your concern through our executive team. We only send refunds to ***** if the customer chooses that option on our portal (otherwise we send a physical check). We also addressed with *** the need to respond timely to any messages. I understand our team already spoke with you after you submitted the same concern via our Executive team.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To begin with, prior to our move in April of 2018, inspection was done and inspector noticed the living room ceiling was not leveled right, that wasnt noticeable to us but ****** was contacted and got that taken care of. Our house was built 2017 , purchased in 2018, Since then, we have encountered significant problems related to the roof and an unleveled HVAC units which appear to be a result of faulty workmanship during construction. In about 4 years our AC stopped working, we got that fixed out of pocket since LENNAR denied service. Have been hearing leaks in the walls while the washing machine is running and flushing of toilets , several leaks in our home appears to be due to improper flashing installation and the use of nails instead of screws. Past two years had been a nightmare, our roof has been leaking, February last year 2023, my sons room leaked , we contacted ****** and they came out and blamed it on pigeons ****, stated they were not responsible , we paid out of pocket for cleaning the roof and got wires around the Solar Panels, the ceiling got moldy while waiting for inspection. Now 2024 , the issue continues but the leak this time occurred in the Master bedroom, it started to smell moldyWe contacted our insurance and they are putting it on Lennars responsibility as well and Lennar continues to be is hesitant come out and find and fix the source of the issue.

  Business response

  12/24/2024

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

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The master bathroom mirror fell off of the wall and shattered. Caused damage to door and cabinets, but cleanup is underway and further damage is to be assessed.

  Customer response

  12/10/2024

  The extent of shattered glass was worse once I entered.  Personal items were damaged and broken,  but there seems to be no damage to the floor.

  Business response

  12/19/2024

  Thanks for taking the time to share your feedback with us. I opened a Corporate case and shared it with the team to review.

  Customer response

  12/31/2024

   
  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

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The gutters on my 3 year old home are leaking and have caused mold to the face boards. I contacted a third party who advised they were installled improperly and could not be fixed. I contacted Lennar who advised it was out of the 1 year warranty timeline. I advised it was never installed correctly and the problem has been present since day 1 but they advised that does not matter and since I did not find it prior to the 1 year warranty expiration they would not cover it. I was told I could call the business who installed them and was provided a number that goes straight to voicemail and does not have a message set up/nothing indicating it is a business and I searched the business name I was given and could not find anything online. I walked my neighborhood and confirmed two pieces installed on the same model home are missing on mine.

  Business response

  12/17/2024

  Thanks for taking the time to share your feedback with us. I"m sorry you weren't able to reach the installation company. I opened a Corporate Case for you and notified upper management to assist.

  Customer response

  12/30/2024

   
  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,
  
  ***** ********

*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. ↩