Complaints

This profile includes complaints for Lennar Homes, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lennar Homes, LLC

  700 NW 107th Ave Miami, FL 33172-3161

• 

  Lennar New York

  1401 Route 52, Ste 100 Fishkill, NY 12524

• 

  Lennar Homes

  15686 Whelchel Dr Fishers, IN 46037-7137

• 

  Lennar Inland South Homebuilding

  980 Montecito Dr STE 300 Corona, CA 92879-1796

• 

  Lennar Reno, LLC

  3026 Vincinato Dr Sparks, NV 89434-7316

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new construction townhome from Lennar in November of 2023. Prior to my one year anniversary in my new home I opened a warranty claim for items that needed repair. It has been almost 4 months now and almost every issue is still unresolved. Four of the issues are in worse condition now than before they were repaired.

  Business Response

  Date: 02/18/2025

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

  Customer Answer

  Date: 02/18/2025

  I met with representatives from Lennar today about correcting the issues.  I would like to pause further action at this time while they look into things further.  

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently closed on my home with Lennar Southern Trail. The process up until the point of sale was phenomenal and transparent; however, the closing process and post-sale is a battle of semantics and left me feeling abandoned. During the initial inspection, the cosmetic condition of the interior (red **** mud on carpets and wall cleanliness) was presented during the inspection. I was informed that the carpets would be cleaned prior to the final inspection. On the date of final inspection, the carpets had been cleaned then the appraisal occurred. During the appraisal, stained carpets were documented on the report. At the final inspection, this was pointed out and I was told by the construction manager ******* that it was an illusion from the lighting. He stated that if the stains are present and would not come out, they would try again or replace the carpets. After the carpets had fully dried and we had closed on the home, the mud stains became more apparent throughout the home. There are trails in some rooms and stains in closets and throughout the carpet. I attempted to contact ****** **** at customer care to request assistance and he informed me he would contact the manager and call me the next day. I did not and have yet to receive a response. I submitted a warranty claim and during my virtual walkthrough, I was informed that I received the pre-close courtesy cleaning and I should have been informed that this only includes removing debris from the home and is not a professional deep clean to make the home move in ready. I asked if it seemed fair that the construction teams were able to walk around with muddy boots on and it is my responsibility to deal with the outcome to which I was informed that while it is unfortunate, they have to remain fair to the other homes in the neighborhood. I have requested, in writing, Lennars denial despite it being caused by construction teams, but they are unwilling to put their full verbal statements in writing.

  Business Response

  Date: 02/18/2025

  Thank you for taking the time to share your concern with us and I'm sorry your carpet was not in good shape. I opened a corporate case with the information you provided and notified our upper management team tor review the situation further. I will provide additional information once it becomes available to me.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22941341
  
  I am rejecting this response because:

  The VP of Consumer Relations reached out to me to inform me of the same denial I have received previously.  I informed him that ******* (Contruction Manager) misled me to believe that the carpets were discolored due to lighting after the appraiser and inspectors had already noted the mud stains.  He had stated that if we observed that the carpets were indeed stained, that he could try to clean them again or speak to his manager about having them replaced.  ****** from the ************* team also noted that the carpets were mud stained and took photos of the stains.  He stated he would speak to his manager and team about having the carpets cleaned or replaced.  We never received a response.  

  I do not accept the response, because this is a consistent issue across consumers that has yet to be addressed.  Homeowners, like me, are left trusting the business to deliver a new construction home under the advertised level of quality stated on both their websites and sales teams.  After receiving delivery of the home, I am left to correct a number of quality issues that could have been rectified or prevented during the building process with quality controls in place.  These are not issues that I created but am left to correct because pursuing any additional judgment for injury would cost more than replacing the carpets on my own.  

  Therefore, it is my civic duty to ensure that homeowners are informed, much like similar posts on this page. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/04/2025

  The homeowner is in disagreement with a decision made about a warranty claim. The Construction and ************* teams both agreed that all measures were taken to satisfy the repair of an item (carpet staining at the orientation walk). The carpets were cleaned per standard procedure and shown to the customer in person at the acceptance walk. The Construction Manager and Homeowner both signed to approve the repairs as complete, and the homeowner was advised that this type of claim (carpet staining) is not covered under the Lennar 1-2-10 warranty guidelines. When the homeowner initiated a claim (Case: ********), the claim was denied according to the warranty guidelines and assessment of the New Home Orientation case (********). It is clear that the procedures were followed to ensure that the homeowner was satisfied with the product until the coverage expired for that issue. At this time, no further action will be taken.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22941341
  
  I am rejecting this response because:
  

  Lennar continues to minimize this as simply a grievance against a warranty denial.  This is not the case.  The concern is that Lennar neglected to exercise proper consideration during the home construction process to prevent damage to the carpet.  The issue was presented to the warranty department as Lennar does not provide ANY OTHER RELIABLE means to address grievances.  IAs evidenced by the litany of complaints on this site, this is not the first and I anticipate that it will not be the last time this occurs.  As evidenced by those claims, Lennar will resort to any means to minimize the impact of their practices and defer the costs to their customer.  It is disappointing and quite sad that, rather than build a reputation of ethical home building and outstanding customer service, they would rather exploit verbal loopholes to avoid culpability with the knowledge that their clients would rather remedy the issues themselves than attempt to pursue legal remedies because civil courts are simply too expensive to utilize.  We are not asking for a new home, we are not asking for money, we are not asking Lennar for anything other than CLEAN UP YOUR MESS.  

  As stated previously, the construction manager (*******) misled us to believe that he would work to resolve the issue by either cleaning the carpets or replacing them. ******* and the sales team both leveraged misleading and deceptive statements throughout the walkthrough process.  Additionally, my wife somehow signed the inspection when she was not even present (in ********).  This was let go under the assumption that Lennar would adhere to established and ethical business practices.  The deceptive statements do not stop there.  Once the homeowner is able to clean the home, glaring unsatisfactory flaws are fully exposed.  There is a massive crack in the garage (from the door to the wall) that does not meet the threshold for repair despite one part sinking into the ground while the other remains in place.  There is cracked grout in the bathtub.  There are walls that curve that should not.  Trim is not properly affixed.

  Last week, two boxes were added to our yard that do not service our home.  Our driveway was utilized as the primary entry and exit for construction equipment and left tread and **** mud on the driveway and sidewalks.  The grass was destroyed.  Once again, the mess was left FOR US TO ADDRESS. We have spoken with the **** Sales Team, ************** Construction Manager, and other third-parties to DO THEIR JOB and have the issue rectified.  I can provide photos. 

  All I ask is, make this right.  You have millions in profit at your disposal.  How much would carpet cost you? How much would fixing grass or spraying off the driveway cost you? A grieved client that would ensure that any potential buyer is warned about Lennar's misleading, exploitative, and deceptive business practices? Or a satisfied client that would inform buyers that Lennar can be trusted to correct issues? Seems to me like the former would cost more than carpet...

   

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

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my new construction home in April 2018 and within that year, the bathroom duct was leaking and sweating into the Master Bathroom ceiling leaving water stains, dampness, and discoloration. It was reported and I was told it was nothing by ****** *. He denies everything and never wants to fix ANYTHING that is on the builder. The leaking kept occurring over the course of three years and they finally sent out after another building manager, ******, who paid attention and listened and corrected the issue. I was glad ** *. was removed from Beechtree as the representative to handle our new construction issues. This keeps occurring as it has and is happening again. There are water stains and marks in my Master Bathroom ceiling in the exact same spot. I placed a request and ** *. expressed it is out of warranty. The issue was there from the build of my home, it was supposedly repaired, and it hasn't been at all these years later. I need Lennar to honor that this was not put in properly and it is STILL an issue years later as the same issue was reported within one year. Thank you!

  Business Response

  Date: 02/14/2025

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

  Customer Answer

  Date: 02/20/2025

   
  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

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new build condo and 1-2 weeks prior to closing I was told I needed to change my purchase to an investment property. I intended to rent the property short term until my lease at my apartment was up and more amenities were built (currently there were none built). The property was not intended to make money off others as an investment and I was upfront in my intentions of renting when I first signed the purchase agreement in February 2024. I was not told I could not rent it. Therefore, with the investment property designation, my closing costs tripled from 15k to 45k which I did not have in cash. Additionally, the rate given to me was 11% with the requirement, not option, to buy down to 8%. I therefore was denied funding and am not being given my down payment of 35k back.

  Business Response

  Date: 02/14/2025

  Thank you for taking the time to share your concern with us. I opened a corporate case and notified upper management to review and reach out to you regarding your ******* Money. 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22930077
  
  I am rejecting this response because: I am clicking reject because I do not want to close out the case which clicking accept would. It appears the business (Lennar Homes, LLC) is opening a case with management and thus I believe we need to keep the case open.  I have repeatedly tried to discuss with Lennar Sales agents and have yet to reach a fair and reasonable solution so I appreciate the help here.
  
  Thank You,
  
  ****** ****

  Business Response

  Date: 02/20/2025

  Any mortgage contingencies were over after ****************************************** the contract. Unfortunately, the homebuyer will be in default if they do not close on home.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22930077
  
  I am rejecting this response because: They continue to tell me this response over and over yet they are the ones causing me to not be able to close on the home.  As I stated, about a week or two prior to closing I was ready and prepared to close as a PRIMARY residence.  The closing costs were roughly 15k.  They then called me and said hey I see your listing on Zillow, are you renting this condo out? I indicated yes and that I told them that upon signing the contract in February 2024.  This was known and clearly stated by me upon signing due to having a lease at my apartment through June 2025 and also that there are no amenities built. I clearly told them my plan to rent out initially and was never told I could not.  Well, now 1-2 weeks prior to closing they inform me I need to change to an investment property and thus that causes my closing cost to go up to roughly 45k which I did not have in addition to my rate going to 11% which I had to buy down to 8%.  As a result of THEIR ACTIONS, I was denied funding for the mortgage and CANNOT CLOSE on the home.  This is completely insane they can dictate this and thus keep my 35k down payment. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a $10,000 deposit down on a new home that was being built. The house was slated to be complete in march/April timeframe. In middle of January I found out my company was doing a big layoff and I was impacted so I withdrew my loan application and asked for deposit back. I sent all the HR paperwork in to Lennar and have emailed several times with no response from their area sales manager. Its been almost a month with no response from Lennar.

  Business Response

  Date: 02/14/2025

  Thank you for taking the time to share your concern with us. I opened a corporate case for you and notified upper management to review and reach out. I will also provide you with an update once I receive more information.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted a complaint to Lennar due to poor workmanship in regards to the tile throughout our home. Multiple hollow tiles, disintegrating grout throughout the floor tile and within the showers. I tried to work with ***** *******, he came into our home in October of 2024 and confirmed that the tile workmanship was bad and that indeed the grout was soft and disintegrating due to incorrect grout mixture and application. We have this on video since we have a camera mounted in our kitchen. We had tile inspectors come into our home, hired by Lennar, in November of 2024, who again confirmed that the tile installation was bad and failing due to poor workmanship. We waited for Lennar to let us know when they would schedule the replacement. Instead we received an email stating that they would not replace it, but as a good will gesture, give us $11,000.00 towards the issue. This email came from both ***** ******* and ***** ******. When I requested quotes to fix these issues, the cost was over $45,000.00. Is this really how Lennar stands behind the integrity of their work? I would like to work with Lennar to resolve this issue due to poor workmanship. $11,000.00 will not cover up this issue. Please do the right thing and fix the issue.

  Business Response

  Date: 02/11/2025

  Thank you for taking the time to share your concern with us and I'm sorry you're experiencing this. I opened a corporate case and notified upper management to review and reach out to you directly. If I have additional information, I will share it here as well.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22924838
  
  I am rejecting this response because: they have not provided a satisfactory resolution to this issue.  
  

  if we need to supply quotes to fix this issue, please let us know.  

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

  Customer Answer

  Date: 02/12/2025

  I have not had anyone from a corporate level reach out to me.  I do have several emails from Lennar representatives as well as text messages trying to force us to take a buyout that amounts to only a 1/4 of what it will cost if we choose to take on the repairs ourselves.  All we ask is that either Lennar fixes all the current tile and grout issues due to poor workmanship or they provide us with a reasonable and realistic settlement to allow us to take on the liability of over seeing the repair work with contractors we hire.

  Customer Answer

  Date: 02/12/2025

  Pictures of the pitting in our floor grout due to the grout dissolving.

  Business Response

  Date: 02/18/2025

  Our VP of Customer Experience reached out to you via email on February 14th with our response to your concern. Should you have additional information to provide, please respond back to her with that. Ultimately, our position stands with the information provided to you within that email.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new construction house from Lennar in 2020. About two years ago I noticed issues with my tile flooring cracking. They came out and brushed me off telling me it was normal settlement cracks and couldnt do anything for me. This past August one of the rooms in my house, the flooring started popping up and I reached out to Lennar again and they at first brushed me off again, but then I discovered from doing some research that the flooring they used was recalled from the manufacturer. Lennar finally gave me a low ball offer to replace the flooring but it was far short of what it would cost to replace. They told me if the price was a concern that they would give me a number to a contractor that could do it for my settlement price. I reached out to there contractor and it was way higher than what Lennar said it would be. Lennar told me they would reach out to the contractor and get back to me. Now they are avoiding me. They are basically forcing me to file a lawsuit against them, when all I asked for was a fair and reasonable settlement to take care of the damage.

  Business Response

  Date: 02/11/2025

  Thank you for taking the time to share your feedback with us and I'm sorry you're experiencing issues with your floor. I opened a corporate case and notified upper management to review the situation further. They will reach out to you directly.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22921240
  
  I am rejecting this response because:
  Nobody has contacted me from Lennar.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/18/2025

  We appreciate the opportunity to address Mr. ******** concerns. Our team has been actively working toward a fair resolution and, as of today, has provided a second option for the homeowners review.
  We remain committed to open communication and a satisfactory outcome. Please let us know if further details are needed.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22921240
  
  I am rejecting this response because:
  The new option provided is based on an unfurnished/ unoccupied home. The home is obviously occupied and furnished.  It also does not include my two additional rooms that were affected or cleaning services that will be needed. Bottom line, this is due to Lennar installing tiles that were defective.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Lennar home at ********************************************************************, which is scheduled to be completed and closed in June 2025. Today, we visited the site to check the construction progress and discovered a hole in the foundation. This raises serious concerns about the quality of Lennar homes.I have already sent a picture of the issue to my realtor. We request that Lennar conduct a thorough inspection and redo the entire foundation. Otherwise, we will NOT proceed with the purchase and will require a full refund of our deposit ($10k), as well as compensation for the time we have invested in this process.

  Business Response

  Date: 02/11/2025

  Thank you for taking the time to share your concern with us so we can address it properly. I opened a corporate case for you and notified upper management to review the situation and speak with you about it.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22920198
  
  I am rejecting this response because: I have not received any response from management yet.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/19/2025

  I received a text message from ***** *******, stating that they could cancel the contract. I replied, 'NO,' as I do not want to cancel the contract at this moment. I have already painted and repaired my current house for sale, so Im not going to cancel the contract. She mentioned that she could transfer me to another house, and I asked if it had the same floor plan and 5 bedrooms. She also stated that Lennar does not extend the warranty for the foundation. I told her that was fine, but I am willing to keep the house (******************) if I receive credit from Lennar due to the foundation issue. I would like a Lennar manager to contact me at ******************** or call me at ************.
  

  Business Response

  Date: 02/20/2025

  The engineer has been sent to the home to perform an on-site inspection of the foundation. At ***********, the engineer found no concern that the spalling would adversely affect the performance of the foundation, but did recommend a repair of the area to protect the exposed rebar. 

  Attached is the engineer's letter.

  
  

  Customer Answer

  Date: 02/20/2025

   
  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

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bathtub on the second floor keeps getting sewage backflow.Contacted three different plumbers and even checked through neighbors plumbing. They found no issue and suggest getting with the builder, in this case Lennar, to provide plans on how the plumbing might be set up. The intention is to resolve the back flooding issue.Back flooding occurs even when we don't use any water or sewage.What we are looking is the following:1. Release the building plans 2. Compensate money spent on pulling permits and plumbers Lennar denied the permit after we have spent $388 to have this released to us. In addition, Lennar has become unresponsive.The address is ************************************************************************** This is part of Lennar at Innovation in the *********The people working on this from Lennar is ****** ***** is and ***** ****.This has been an ongoing issue for over a year and is impacting the quality of life of a customer who has purchased and now live in this home.

  Business Response

  Date: 02/11/2025

  Thank you for taking the time to share your feedback with us and I'm sorry you're experiencing issues with your bathtub. I opened a corporate case for you and notified upper management to review the situation further. Once I have more information, I will be able to share it with you here.

  Customer Answer

  Date: 03/01/2025

   
  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

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 02/14/2025

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

  Customer Answer

  Date: 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. 

  Business Response

  Date: 02/25/2025

  The homeowner initially reported a backed-up pipe, which led to water damage on the drywall. Our plumber was unable to recreate the issue. We monitored the situation for some time before repairing the damaged areas.
  1 year and 1 month later, the homeowner reported a clogged toilet line. Upon inspection, our plumber found non-flushable wipes in the system, which caused the blockage. A video inspection confirmed no defects in the plumbing.
  2 years later, the homeowner experienced another blockage in the same pipe but opted to hire a private plumber to reroute the line at their own expense.
  Per warranty terms, clogged pipes are not covered, and any work performed by non-contracted parties voids the warranty. The homeowner has been advised multiple times that non-flushable wipes should not be disposed of in the toilet, as they will cause blockages.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22907034
  
  I am rejecting this response because:
  
  Lennar keeps insisting that I used wipes.  I sent Lennar the pictures since I had to clean it up and wanted them to see that it was toilet paper and not wipes (refer to attached for some pictures).  The reason I used another plumber because after this happened for the third time, it was obvious that Lennar did not fix the issue so I had no confidence that they would do anything different.  The issue stems from Lennars plumbing design flaw that results in waste water coming up through my second floor laundry drain vs. coming up through the toilet itself (path of least resistance) or through the lowest point. Now the plumber I hired fixed it by redesigning the piping so it will never go up my laundry room drain and so it will be going through the lowest point which is directed to the wider piping. The path provides less curves, which were present in the original Lennar piping and are conducive to creating slow clogs as a result. 
  
  
  The fact that the same thing happened to my neighbor across the street and did not stop until he hired a plumber that redesigned the plumbing is no coincidence.  
  
  
  Im hopeful that Lennar will do the right thing and compensate me for my out of pocket expenses since this issue happened as a result of their design flaw through no fault of mine. 
  
  
  Thanks for your time.
  

  Sincerely,

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

  Please note that I was unable to upload the photos. Please advise how I can send these. 

  Business Response

  Date: 03/04/2025

  The homeowner initially reported a backed-up pipe, which led to water damage on the drywall. Our plumber was unable to recreate the issue. We monitored the situation for some time before repairing the damaged areas.
  1 year and 1 month later, the homeowner reported a clogged toilet line. Upon inspection, our plumber found non-flushable wipes in the system, which caused the blockage. A video inspection confirmed no defects in the plumbing.
  2 years later, the homeowner experienced another blockage in the same pipe but opted to hire a private plumber to reroute the line at their own expense.

  Per warranty terms, clogged pipes are not covered, and any work performed by non-contracted parties voids the warranty. The homeowner has been advised multiple times that non-flushable wipes should not be disposed of in the toilet, as they will cause blockages.

  Customer Answer

  Date: 03/04/2025

   
  
  I am rejecting this response because:
  
  Complaint: 22907034
  
  I am rejecting this response because:
  Lennar repeated the same statement from before. Once again, Lennar could not have confirmed that wipes created the slow clog because they did not find any evidence to that effect. I was the one that send them the pictures and cleaned up the waste and can confirm that there were no wipes in the waste. Lennar did nothing to fix the issue the two times the waste water went up through my second floor laundry room and through my kitchen ceiling so when it happened the third time I did get a plumber who fixed the issue and confirmed that this was a plumbing design issue on the part of the builder. As I previously mentioned, the same waste water issues and subsequent damage caused have happened to others in my neighborhood and it is time for Lennar to be held accountable for their poor design that has caused extreme stress and a lot of expense. 
  
  Sincerely,
  
  ******* *******