ComplaintsforLennar Homes, LLC

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a house from Lennar Homebuilders in the ********************* in March 2024. Our home cost $400,000 and an electric fireplace was set into our living room mantle. When we had been in the home, for ONLY six weeks, my family and I were watching TV and we heard a cracking noise and looked over and the interior glass on the fireplace shattered (this piece of glass is not something that we can get to). When we immediately reported this to Lennar, they told us that they cannot cover it under warranty. We had *****************, the Warranty employee sent by Lennar confirm that there was no way we could have broken the glass, and yet, ***** said it cannot be covered under warranty. We have a one year warranty on our home as it is BRAND NEW. Why would defective fireplace interior glass not be covered? We had only been in the home for 6 WEEKS. It is a brand new $400,000 home. We have not been able to get any supervisor at Lennar's ******************* to call us back. What a joke. Clearly this was a defective item, even the warranty employee said we could not have done this damage. We have simply asked for the glass to be replaced as it was not our doing. Please Lennar, stand behind your home building.

  Business response

  08/16/2024

  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

  08/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have been contacted by the warranty representative and they have agreed to replace the fireplace under warranty.  I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are multiple warranty items that Lennar acknowledge. However, they schedule an appointment and NO contractor shows up. This has already happened twice.I expect Lennar's workers to be during the appointed time.

  Business response

  08/01/2024

  Thank you for bringing the issues with the tradepartners not showing up to our attention. We sincerely apologize for the inconvenience.  I have opened a Corporate Case for you and shared with upper management for review and follow up.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a home from lennar the roof seals on the vents were installed incorrectly and there was a leak due to the faculty seals. The insulation was damaged with water and the sheet rocks on some of the roofs of the guests room. The roofer found wet wood and insulation in the attic when lennar was contacted they did not want to look at the damage wood and leak in the attic. They sent a painter to paint over the water damage stating that they will not replace the sheetrock. They also did not want to change the insulation or look into the damanged wood in the attic. Please help.

  Business response

  07/30/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A/C unit is underrated for the home we have. We purchased the home from the owner who bought from Lennar. They said problems with A/C so she was going to file a class action lawsuit. Apparently the builder installed a 2nd thermostat in the master bedroom. After moving in the cooling was no better. We called the vendor who installed the unit during construction and they gave us the run around saying everything is fine. We have a home warranty program who sent a technician to look at the unit. He said it was not a warranty issue but the unit was underrated for the home our size (2666 square feet) including the basement. Plus the piping on the furnace was installed where it is feeding back into the furnace. Now we are looking at 7k+ to upgrade our A/C unit.Lennar should be held financially responsible. There is information on the internet indicating there is a class action lawsuit in the works. If I get the opportunity to be apart of the suit I will unless they elect to pay for our upgrade.I have been told that the builder gets their plans approved based on 1 unit no matter what size of the house.

  Business response

  07/29/2024

  Thank you for taking the time to share your feedback.  We are sorry to hear about your experience.   I have shared your feedback with upper management for their review. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Lennar home in October 2023. At this time, there have been some changes to the siding on the exterior of the home. According to the Limited Warranty book for Lennar, siding is a warrantable item. I have showed multiple photos to Lennar but states the siding is not the problem.

  Business response

  07/29/2024

  Good afternoon.

  Thank you for taking the time to share your concerns.  We are sorry to hear about your experience.   I have opened a Corporate Case and shared your feedback with upper management for their review. 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a very serious concern I have regarding the Home purchase. I appreciate your time in reading this message and addressing the matter.My home address is ********************************************. and My back yard point to ************************************* houses have the same 3391 ATLA plan, But My house was sold to me for ~50K higher than the other house. Both houses were registered on the same date 9/29/2022. I was heartbroken when I came to know this huge price difference. I don't know why Lennar did not follow the fair trading practice when selling the house. I am a very common salary based person. Why was I targeting to pay more? Literally I lost 50K to Lennar in this home purchase. This is my primary residence not the invested property. Not only this, the quality of the construction was not good for the money I paid for this brand new house. So many issues like garage motor not working, the front yard grass was shorten in measurements, shower faucets was not in align with model home etc , I have to raise so many request to get them addressed, now I have a new issue my AC system is not working and I have to deal with repairs on my own.I look forward to your prompt attention to this matter

  Business response

  07/29/2024

  Thank you for taking the time to share your feedback.  We are sorry to hear about your experience.   I have shared your feedback with upper management for their review. 

  Customer response

  08/01/2024

   
  Complaint: 22052309
  
  I am rejecting this response because I need to know when and how I will receive the proper response from Lennar management after their review before I can close this case. 
  
  Sincerely,
  
  ***************************

  Business response

  08/12/2024

  Our upper management team is still reviewing your concern and will provide a response. Thank you for your patience and cooperation.

  Customer response

  08/15/2024

   
  Complaint: 22052309
  
  I am rejecting this response because: Thank you for your response indicating that upper management is reviewing this issue. I would like to keep this case open until I receive a response from them. I have lost $50,000, Also poor construction quality.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. We first noticed water seepage on February 23, 2024 during walk through before closing. The construction manager brushed it off as a result of power washing. 2. But after a couple of rains since March, the problem got worse, and not just in the garage area but also along the living room walls, which stayed wet even after nine consecutive dry days. we formally submitted request to Lennar on April 7, Lennar refused to do anything throughout April/May. We've been super stressed, losing sleep and trying to get Lennar to act, but all we got was Lennar repeatedly refusing to address the issue. 3. Then, in late May, we discovered the house wrap was almost 1 foot short! Lennar then extended the house wrap and buried two downspouts, this addressed some problems, but the water seepage persists, hinting at bigger issues like insufficient grading, drainage, or high-water table. 4. We have observed water seepage again and again, after each rain. The water seepage occurs within one hour or two after the rain, indicating insufficient water drainage!! It has been very wet; this causes concerns of potential mold!! We have tried escalating the issue again and again to Lennar and Lennar Indy Team. We have tried escalating the issue again and again to ******************* of Lennar customer care and the entire ******************** Indy Team. ******************* was trying to help us, but his management informed him not to do anything! We are now under immense distress that caused by Lennar refusing to do anything! 5. We have posted our water seepage pictures on social media and everyone agrees it's a serious builder issue!6. We just learned about a class action lawsuit against Lennar for concealing the known defects from buyers, this is exactly what we have experienced with Lennar. Lennar was aware of the water seepage issue prior to our closing on February 24, 2024, but didn't disclose the issue. Here is the link to the class action lawsuit: ****************************************************************************************

  Business response

  07/26/2024

  Good afternon,

   

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

  Customer response

  07/26/2024

   
  Complaint: 22047802
  
  I am rejecting this response because: this response only stated that a case is opened for me, but the issue is not resolved yet. I appreciate this response, but couldn't accept it. After the issue is successfully fixed, we can communicate here again via BBB. 

  Many thanks to BBB to helping us with the matter, and many thanks to Lennar to officially open a corporate case for us. It would be helpful if Lennar can provide the corporate case number.

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

  Customer response

  07/26/2024

  1.The water seepage occurs within one hour or two after the rain, that fast, indicating insufficient water drainage.
  We want the grading to be improved and with the grass along the property to be replaced by gravels. On April 11th, *********************** from Lennar customer care told us that he will have the landscaper to come at a later date to assess the grading and potentially add some  grading soil on the north side of our home (this was captured in the email dated April 12 to *********************** of Lennar), it is late July now, and this has not been done. In addition, the landscaper informed us that they are not qualified to check the grading. The grading of the house needs to be improved, as soon as it can be done.

  2. The water table of the land that this house is built on needs also be assessed considering the water seepage occurs along the floor and the concrete block. 

   

   

  Business response

  07/30/2024

  VP of Operations and Director of ************* met with the homeowners on 7/29 and discussed what had been done up to the current time to rule out any issues with the construction of their home. At this time there is no corrective action necessary. To further alleviate the homeowners' concern we offered to reimburse them for a 3rd party inspection of their choosing. They will do their research and procure a company to conduct the inspection, at which time we will take any corrective action to resolve an issue that does not meet code or our best buidling practices.
  
  Again, there is no action for Lennar at this time as our professional trades, associates, and management have inspected the home and found there to be no issue
  

  Customer response

  08/02/2024

   
  Complaint: 22047802
  
  I am rejecting this response because:  We extend our deepest gratitude for Lennar customer care leadership to meet with us at our home. As a next step, we, the homeowners, will engage professional inspectors to inspect the property, with a particular focus on investigating the root cause of the water seepage issue and determining if this issue has potential long-term impact on the structural integrity of the home. It may take a few weeks for us to find the inspectors, to schedule the inspection, and then to coordinate and complete the inspection. Once the inspections are complete, there could be a list of issues to go through. Considering this, let's keep this communication open. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shame on you again Lennar. Now the warranty department. Not only did I have to fight for the upgrades that I had already paid for when purchasing my home, now Im having to fight to get warranty coverage upheld. Heres an Example of how this started. Paid for in full white subway tile as my kitchen backsplash. 2 months in noticed the tile was chipped- how could it be chipped? Before moving into the home I noticed it was gray & asked them to change it to the white I had paid for. Supposedly they changed it to white but upon closer inspection it became clear they had the bright idea of painting it white & the paint was chipping off. Clearly out of sheer embarrassment & because they got caught the backsplash was eventually replaced. Now that we are passed one of my big issues lets move on to the warranty issues that will not be upheld correctly. The biggest one being a major health concern. Since I moved in my home it came with a gas fireplace. This fireplace, I was told, was completely safe and in working order. As the months went by I continually noticed a black dust- or soot- around my home. It didnt become alarming until I went to change out my first air filter- it was completely black & then Started finding soot above my mantle. I immediately informed the warranty ***************** replaced the fireplace unit. Then had cleaning crew come out &repainted the walls etc etc. I am still having to replace my air filter every single week from residual soot. It is evidently in the ventilation ducts & throughout my home. I used to get friendly communication from the warranty departmentt almost immediately, now the closer it draws to one year I now receive next to no communication unless its something minor. All I am asking for is my ventilation system to be completely flushed & cleaned. Only to get the response of well see what we can do. I thought when this company was cleaning house in **********, apparently not and it shows.

  Business response

  07/26/2024

  July 26, 2024
  
  Sent via BBB Online Portal
  *******************************
  ***************************************
  ************************* 35763
  Daytime Phone: **************
  E-mail: ******************************************
  
              Re:  ******************************* BBB Complaint ID # ********
  
  Ladies and Gentlemen:
  
  Lennar Mortgage is in receipt of *********************** complaint submitted via the BBB complaint portal.  Based upon our review of this complaint, the issues raised pertain to Lennar Homes, an affiliate of Lennar Mortgages.  As such, we are unable to opine to the concerns raised in this complaint.  We recommend that she reach out to her representative at Lennar Homes.
  
  Thank you for the opportunity to respond to ****************************;concerns.
  
  
  Very truly yours,
  
  
  Lennar Mortgage, LLC
  Legal and *********************

  Business response

  07/29/2024

  Thank you for taking the time to share your concerns.  We are sorry to hear about your experience.   I have shared opened a Corporate Case and shared with upper management for their review and assistance.
  Sincerely,

  Customer response

  07/30/2024

   
  Complaint: 22040255
  
  I am rejecting this response because:

  This matter is still not being addressed. Requesting my air ventilation system be fully flushed and cleaned of all soot as the pictures have shown damage. Your company accepted responsibility when they replaced the fireplace and had cleaners come in the clean my home as well as repaint the walls. Any judge would side with that and not see that as a courtesy, rather your company accepting responsibility for the damage done to my home. I would like my warranty upheld to the fullest please.
  
  Sincerely,
  
  *******************************

  Business response

  08/01/2024

  This homeowner has place four warranty claims with Lennar on 3/18, 3/19, 3/22, and 4/22. During these requests, the **** responded in a timely manner to the claim and assessed the issue. Due to the complexity,  the ** of Customer Experience was notified of the issue. The fireplace appliance and gas trade partners were contacted and responded to assess their work. At first, the fireplace trade partner believed that the issue could be their fireplace and they replaced the unit. This did not repair the problem. Both contractors stated that their work was up to standard and the gas contractor believed that the flow of gas could be too high into the fireplace. Utilities were contacted and the problem was located. The utility company advised that the gas to this home site had a pressure that was much too high for the appliance it served. Utilities corrected this. Note that this was a utility issue and not a warrantable issue. Lennar attempted to assist the customer further even after this was deemed non-warrantable. We changed air filters for the homeowner. A cleaning crew was sent to clean many parts of the home. The painter was contacted and ceilings and other parts of the home were painted as well. Lennar ************* stayed in contact with the homeowner and did everything we could to assist the homeowner. Lennar representatives went above and beyond to assist with a non-warrantable claim for a homeowner. No further action is being taken at this time.

  Customer response

  08/01/2024

   
  Complaint: 22040255
  
  I am rejecting this response because:

  Homeowner is aware of the warranty complaints she put in for she is good at documentation as well. Lennar accepted responsibility for half of that fireplace damage. Lennar never explained to homeowner that they were cleaning, painting, replacing fireplace, as a courtesy and not responsibility until 2 weeks ago and this very moment. Yet again Lennar with the stinger.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bought my new house on 07/14/2023 from Lennar Home Builders. After living there for 2 months we started to get a sewer smell from the drain in the stall shower in the **** after about a week the smell disappeared. I mentioned this to the job super,(***) and his response was to pour bleach down the drain. Not happening. About 2-3 weeks later the smell returned. I called Lennar and filled out a work order. A week later a plumber arrived but the smell was gone. This happened about 6 more times, but each time a plumber arrived a week later the smell was gone. At the time my home was under warranty. The last time a plumber came the bathroom smelled like a latrine. Problem was the plumber did't smell anything because he admitted he lost his sense of smell. I reported the newest problem and filled out another work order. This time I was told being my warranty was done and the plumbers never smelled anything, Lennar said being my warranty was over, they were not going to do anything. Not one time did a plumber even try to find what the problem is. They never tried to fix anything while under warranty. This needs to be resolved and Lennar should be responsible for finding the problem and do a repair. thank you

  Business response

  07/25/2024

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

  Customer response

  08/19/2024

   
  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

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in 2023 and have had issues with the roof leaking into our front bedroom. Lennar has sent out people two times to fix the leak, but it is still leaking. I am now hiring a roofer to come do a full inspection of the roof because I do not trust the quality of work Lennar has provided. This is going to cost me $900. My home is still under warranty and I have submitted another work order for the roof to be fixed. I want the proper repairs to be done including removing the installation and drywall to prevent mold damage. After all the issues I have had with my home I will never buy another Lennar build and would never recommend this builder to future home buyers.

  Business response

  07/24/2024

  Good afternoon,

  Thank you for your sharing your concerns with us. We apologize for the inconvenience and have shared your information and feedback with upper management for their review and assistance.

*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. ↩