Complaints

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:02/25/2025

  Type:Customer Service 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 am filing a complaint against William **** Homes due to their lack of response and action regarding several warranty issues with my new home. Despite numerous attempts to contact them and resolve these issues, I have not received any communication or assistance from the company.The issues I am experiencing date back to my walk-through which I was promised that would roll out my yard due to large drops in the yard which was literally making anyone who walked back there almost twisting their ankles. The backyard was not done properly and I was told because they gave me a small pile of dirt thats all I am getting and they expected me to move the dirt to fill in the large gaps in the ground and told me I had to sign the paper because they will not do anything else to rectify the issue. I had to hire someone else to take care of my issue so I would not get hurt. I also have been trying to get a response back from the warranty department seeking help with my floor that has a small crack. They respond when they want but when it comes to helping with a claim they are crickets. I have documented these issues but there has been no response or effort to address them.I am deeply disappointed by the lack of customer service and accountability demonstrated by William **** Homes. I am seeking assistance from the Better Business Bureau to facilitate communication and resolution of these warranty issues in a timely manner..

  

  Business Response

  Date: 03/10/2025

  The dirt and uneven grass was not on the homeowner orientation, and the 11  month was signed off without issue.  We apologize if this felt unprofessional, but we have communicated on the issues.

  Furthermore, for the flooring, we have notified the homeowner it isnt covered under warranty.  Email is attached, with confirmation.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22985860
  
  I am rejecting this response because at the orientation walk through there were two gentlemen who were there. One of them was training the other gentlemen. He told the building manager at that time that the grass needed to be rolled and that this would be done prior to us moving in and he did not have to put that on the form that he was filling out on the lap top. He told the building manager at that time to just put any cosmetic issues and they will roll the lawn. Being a first time homebuyer in Florida I was naive and did not realize that you would not honor your word. As far as signing the 11 month warranty, the person ***** who was handling it I was arguing with him and said that I did not want to sign it because they did not do what I asked for and he told me that I had to sign it because they gave me dirt and that is all they were going to do. I had to hire someone to come in a redo my yard so no one would get hurt. I just wanted to express my disappointment in how this was handled and how you try to s**** your customers and the fact that I was told I had to sign it because that is all I was going to get is really disappointing. I regret signing it and that was my fault but I am older and I do not like to argue with people. I have so many people from out of state who I was going to recommend buying homes from you but I will not ever recommend a company who tries and s**** people and knowing that we were first time home buyers in Florida and you made sure you covered your butts on how you did your paperwork. I am truly disappointed in how this was all handled. On December 2nd after I expressed to ***** that I was not comfortable signing this and immediately I wrote emails to your warranty company and put it on the warranty 24 hour portal with my concern and pictures and to this day until I wrote to the BBB I have not received a response and with the floor I am aware that I was passed my warranty but again I wrote several times going by with what the floor company was telling me to do and again no response at all from the warranty company until I wrote to the BBB and got a response about the floor the next day. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/04/2024

  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.

  Purchased home in February 2024. Purchased a premier lot for $20K extra. Utilized WR's warranty communication tool called 24/7 to make first request for standing water and drainage issues around home. Made first request via the 24/7 on 3/12/24. WR addressed a portion of the issue by installing a French drain and regrading entire back yard in May 2024. We expressed concern that from our observations this remedy would not take care of the standing water around foundation. When it was confirmed that it did not, we filed a Chapter 558 FL Statutes via the 24/7 on June 5, 2024 with photos and lengthy explanations of what was occurring ever time it rained. We have never received the required written reply to the 558. In August WR sent out engineers, soil experts, and worked with the county on what they termed "an unacceptable situation". I was told in September that no one that visited the site was satisfied with what we were dealing with. The very last communication I've received from my contact at WR was on September 5. My emails, phone calls, voice messages, complaints on 24/7 have not been returned since September 5. We are aware there was extensive evaluation of the root causes and have been told "we will make it right" but it is not acceptable for WR to not keep us informed on such a serious issue. We have been surrounded by standing water, saturated soil, and unable to complete my landscaping plans since February. We put in an extended porch and water is seeping up through the pavers. This is an ongoing situation even though we have not had rain since Oct 9.

  

  Business Response

  Date: 11/18/2024

  Ms. *******, 

  We are working closely and actively with our engineer to get a fix for the drainage issue that you are experiencing.  We hope to have some sort of plan of action from our engineer this week, we'll need to review and we will certainly communicate what we are doing and when as soon as we have a little more information from our engineer.  We are eager to get this problem resolved.  Thank you for your patience within the matter, we are doing our best to expedite.  

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22509794
  
  I am rejecting this response because:

  The response is too vague to accept as I've not yet seen the proposed plan and it's very bad practice to not be getting communication for months from the company regarding such a serious complaint.  I will be able to close out this complaint only after review and acceptance of the plan.  This is a very complicated situation, we've been told and have observed, and any solution will have to solve several issues.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/06/2024

  Mrs. *******, 

  We have received preliminary drawings from the engineer and will be reviewing them internally with them.  We will be reaching out shortly to cover what will be done.  I know that doesnt solve this issue but wanted to make sure you know we are still working towards a solution.  Thank you.

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22509794
  
  I am rejecting this response because:

  The last direct response from William **** regarding this issue was Sept 5.

  BBB response from William **** to me regarding this issue was November 17, it stated I would have a response by end of week.

  I never heard back.

  The second BBB response from WR to BBB came Dec 6 stating I would get a response this week, after review of the engineering findings.

  Between September 5th and December 7th I've had no direct response to multiple calls, voicemails and emails to my contact with WR.

  This is totally unacceptable and has caused us a great deal of distress.

  The picture attached was taken November 19th.  It is a hole I dug to plant something in the flower bed by the back of the house, you can see the edge of the house.  It is full of water.  We have not had rain, nor irrigated this area since ****** hit October 9.  It is in exactly the same condition (full of water) on this date, December 7.  How is this possibly acceptable?

  This is a premier lot that we paid $20,000 for, with multiple drainage issues.  It was poorly designed from the pouring of the foundation and we have had to deal with this for a year.  The total lack of direct communication regarding this issue has been a great burden as we are forced to attempt to make this house our home.

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

  

  Business Response

  Date: 12/20/2024

  Mrs. *******, 

  We have received the engineering for the fix.  I apologize for the delay, it has been submitted to the county.  I am happy to share the preliminary plan that has been submitted, with the caveat that it may changed based on county comments, etc.  I can be reached at **************** or on my phone at ************ - Ext 616.  I suggest reaching out via email, then I can forward along preliminary plans and some comments and maybe follow up with a phone call if any questions remain or arise.

  I apologize again for the delay, but we were working closely with our engineer to get the plans drawn and submitted.  Please reach out to me at your earliest convenience.  Nothing will occur on the site until we've had to opportunity to review with you the plan of attack.  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22509794
  
  I am rejecting this response because:

  We have received the plan of action to address the grading situation and were given a contact.  We've reviewed the solution and have a very large concern so we are unable to sign off yet.  We do understand it is a holiday week and do hope to hear back with responses to all our concerns and questions very quickly.

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

• Initial Complaint

  Date:08/13/2024

  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.

  *** has done nothing about the pooling water on our property. There are grade sticks still in my yard ( and all neighbors on this street). Also there is iron bleeding from rebar under the cracked concrete in the street and on the sidewalks. Very poor response and poor workmanship. This company does not stand behind their product even though they charge premium price. This needs to be replaced and this time use quality workers with quality materials and supervise them properly.

  

  Business Response

  Date: 10/01/2024

  Mrs. ****,

  In response to the issue with your drainage, we had the property staked to ensure we had the drainage elevation.  We reviewed the proposed fix provided to us, but don't believe that will help solve the issue, pushing more water to the sidewalks.  Once we receive the proposed fix from our contractor, we will review with you and setup the work.  We want to utilize the existing drainage that is in the rear of the yard, to alleviate the issues on the sidewalk.  Once we have that completed, we will have the sidewalk cleaned. 

  I am the Division Manager, and run the operation here in ******  I can be reached directly at **************************.  Or via email at **************************.  

  Regards, **** ****

  Customer Answer

  Date: 10/02/2024

   
  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

  Date:08/07/2024

  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 have purchased a new home under construction on Aug 27, 2021. The builder has not graded my yard correctly and now the yard has been flooding ever since and now wholes are starting to form along the edges of my pool. This is also effecting several of my neighbors houses that are all in a row on the same street. They have been pushing us off ever since. This issue was occurring before I even moved in my house according to my neighbor to my right. The copy of email is attached for the last time they came out to inspect the yard. I contacted the ****** *************** myself and according to them they have no record of this inspection with my address. I asked the builder to supply me with this estimate and still waiting for a response. Please let me know if there is anything you can do to help me with this issue

  

  Business Response

  Date: 08/20/2024

  William **** Homes is aware of the situation and has hired a Civil Engineer to review and provide recommendations to remediate the issue.  Upon receipt we will review the recommendations with the respective homeowners and initiate the necessary corrective measures.

  Thanking you in advance for your patience and cooperation.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22082647
  
  I am rejecting this response because:  this issue has been going on for years now with NO resolution,  How long should something like this take ?
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/09/2024

  We have communicated to the homeowner through our warranty representative about upcoming work on the grading issue.  It effects more than this yard and we are working through the repairs systematically to eliminate the issue.  Rains have prevented us from beginning any work.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22082647
  
  I am rejecting this response because: the business response has not completed my request yet, nor started any work.  YES it has been raining but this has been going on for several years now.  MY pool and yard is getting ruined.  The last time my yard flooded I had to spend over $100 at the pool store and wholes are forming along the side edges and I am getting very concerned.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 10/01/2024

  Mrs. *****,

  We should have the schedule this week from our Trade to begin the work.  If you have not received notice from my office by the end of this week for a schedule date, I can be reached at ******************* or my email at **************************.  Your yard is our first priority in getting corrected.  Please feel free to reach out sooner if you would like further information.  We will get this fixed.  Thank you.

  Regards,

  **** ****

  Division Manager

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22082647
  
  I am rejecting this response because:  I am waiting for this claim to be resolved.  This inspection was done on my property on with an estimate to complete this work before I even moved in the house.  This estimate was completed 5-17-2021 and I did not move in to my house until 8-27-24.

  Once the work is completed I will close the claim

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

  

  Business Response

  Date: 10/25/2024

  William **** Homes, along with it's subcontractors, began work on the property this week.  We are in receipt of the email sent this morning regarding the holes around the irrigation, we will continue to monitor the work and address any issues that arise from said work.  We hope to resolve the matter with these repairs.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22082647
  
  I am rejecting this response because:  They builder has started working on the yard but the repairs are not completed yet.  There are two wholes forming on the side of my pool and getting worse.  One of them is a foot deep.

   

  Once this has been completed I will keep the Better Business Bureau up to date.

   

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

  

  Business Response

  Date: 11/18/2024

  Ms. *****, 

  All drainage should be completed at this point, including the holes that we needed to address.  **** ******* will be in touch for sign offs, any items still pending in regards to the drainage fix he will address accordingly.  Please feel free to reach out to to me directly with any questions.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22082647
  
  I am rejecting this response because:  the yard was worked on but it has not rained ever since so I am not really sure if what was done has resolved this problem or not.  Once verified I will close the claim
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/18/2024

  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.

  In a $600+ community of newly built homes and having water pooling on sidewalk. The sidewalk is clearly not leveled properly and is now orange.. No where else in this beautiful community do we see this. Nor have we seen it in other WRH communities like ********/*********. But WE keep getting the runaround about it being replaced. I see nothing being done. This is UNACCEPTABLE to build new homes and stick new homeowners with poor building quality.

  

  Business Response

  Date: 04/12/2024

  Efforts are being made to locate the source of the water that is seeping across the sidewalk.  All indications are that the issue is related to the *** Irrigation System and that the system may not be providing sufficient pressure to allow the sprinkler heads to open fully.  We have been in contact with the *** and original developer who operate and manage the system.  Our team will continue keep the homeowners appraised of the efforts to identify a solution.

• Initial Complaint

  Date:02/15/2024

  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 am filing a complaint against William **** Homes due to their lack of response and action regarding several warranty issues with my new home. Despite numerous attempts to contact them and resolve these issues, I have not received any communication or assistance from the company.The issues I am experiencing date back to my walk-through and include both exterior and interior paint problems, a faulty shower door, driveway issues, insulation concerns, and various other items. I have documented these issues and submitted them to the builder months ago, but there has been no response or effort to address them.I am deeply disappointed by the lack of customer service and accountability demonstrated by William **** Homes. I am seeking assistance from the Better Business Bureau to facilitate communication and resolution of these warranty issues in a timely manner.Add to the above that my last correspondence was with ********************* on November 16, 2023. He sent me an email thanking me for talking with him and he would make sure everyone was on the same page. That was the last I heard about my warranty items.

  

  Business Response

  Date: 03/12/2024

  Our apologies in advance for what appear to be miscommunications without homeowner.  Our production staff met with the Homeowner on 02/26/24 to review the outstanding items.  Their list contained 12 items of which eight (8) have been resolved and four (4) remain for joint scheduling.  We will continue to work with the homeowner to complete all outstanding items.  Again, we apologize for the miscommunications and will endeavor to make the necessary improvements.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 21297485
  
  I am rejecting this response because:

  On July 10, 2024, I sent a letter to Mr. **** ****, which was received by William **** Homes on July 11, 2024. This letter served as a notice of construction defects pursuant to Chapter 558 of the Florida Statutes, and it outlined four specific items requiring attention: the flooring, the slope of the concrete in the main living area, my driveway, and the foundation issues.

  While the company did respond by addressing the flooring issues and offering a $5,000 settlement (which I have yet to receive and will only cover 70% of the cost to fix the flooring), they have since failed to follow through on the remaining items. After the recent hurricane, I informed Mr. ******* that my house had flooded due to issues related to the *****************. He attributed the flooding to hydrostatic pressure leaks, but I explained that this problem had already been attempted to be repaired before, and the form boards for the foundation had not been removed. When I sought assistance in logging a warranty complaint, I was unable to do so and did not receive a contact number for the warranty department.

  I sent an email on October 30, 2024, reiterating that my July 10 letter was a formal request for action, and I expect a detailed response on how each issue will be addressed. Since moving into this house, I have encountered numerous problems, including debris in the drain pipes, unsecured pipes, improper wiring, garage leaks, flooring and foundation issues, drainage problems, and improperly installed shower tile. Some of these issues have been rectified, while many remain unresolved.

  It is disappointing that the company has not shown greater understanding regarding the myriad problems I have faced. Additionally, I cannot help but wonder whether the superintendents actions may have been influenced by bias, given the extent of the issues.

  I appreciate your assistance in this matter and look forward to your guidance on how to proceed.

  Thank you.

   

  

  Business Response

  Date: 11/18/2024

  ****,

  In response to your complaint, we have provided the paperwork for the tile issue.  **** ******* is coordinating an engineer to assess the concerns you have about your foundation, we will continue to work with you as we have in the past in order to get to a resolution.  Please submit any and all inquiries through my home 24/7.  Thank you.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 21297485
  
  I am rejecting this response because:

  Thank you for your response and for coordinating with **** ******* to arrange for an engineer to assess the foundation concerns. While I appreciate the communication, I must respectfully express my dissatisfaction with the current approach for the following reasons and request a more comprehensive resolution to these ongoing issues.
  
  Inefficiency of MyHome 24/7 System
  The MyHome 24/7 system has consistently proven to be problematic, causing repeated difficulties and delays. This has only added to my frustration and hindered the resolution process.
  
  Stucco Foundation Repairs
  This marks the third attempt to address issues related to the stucco foundation.However, the underlying causesnamely, improper lot grading during construction, the failure to remove formboards, and insufficient supervision of stucco work by the superintendentremain unresolved.
  
  Based on my observations and review of the Florida Building Code (FBC), the following construction errors have directly contributed to the ongoing moisture intrusion issues:
  
  Failure to Remove Formboards:
  Formboards left in place after construction violate FBC Section ******, which requires temporary materials to be removed to prevent rot and moisture retention that could compromise the foundation.
  
  Improper Stucco Termination:
  The stucco finish does not adequately cover or terminate at the foundation level,leaving exposed areas vulnerable to water penetration. This violates FBC Section R703.8.6, which requires proper stucco application and termination to ensure water resistance.
  
  Improper Lot Grading:
  It appears the lot was not properly graded to slope water away from the foundation. FBC Section R401.3 mandates proper drainage to prevent water accumulation near the structure.
  
  These oversights have created pathways for moisture intrusion and structural decay,which need immediate remediation. I request a full inspection of the stucco work and surrounding grading, as well as comprehensive remediation to ensure compliance with building standards and to prevent further foundation leaks or damage.
  
  Broader Construction Concerns
  Since moving into this home, I have faced an above-average number of issues for a newly built property, including plumbing and electrical problems, multiple shower door malfunctions, drywall issues,  foundation leaks, and other home issues. While these issues have been or are being addressed, it has been frustrating to deal with so many problems with a new home, especially given the ongoing nature of the foundation issues.
  
  The foundation concerns, in particular, have persisted despite three separate repair attempts. This recurring problem has yet to be resolved, and it continues to erode my confidence in the construction quality. A comprehensive and lasting solution is critical to address the root cause and prevent further disruptions.
  
  Flooring Compensation
  While I appreciate the $5,000 settlement offer for the flooring issue, the cost to properly rectify this problem is significantly higherestimated at 6080% above the offer. I request fair compensation that fully covers the costs required to achieve the quality of flooring that should have been provided when the home was built.
  
  Next Steps
  While I appreciate the communication so far, it is critical that we transition toward a detailed agreement and actionable plan to address these issues effectively. I look forward to your prompt response outlining the next steps, a clear timeline for resolution, and assurance that these matters will be handled comprehensively and to standard.
  
  Thank you for your attention and cooperation.
  
  Sincerely,
  **** *********
  ********************************************************

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

  

  Business Response

  Date: 12/06/2024

  Mr. *********,

  We have your requests and will be in touch with answers on both request for the foundation and the flooring.  The holidays have caused delays in communication amongst some of our key trade partners for actionable items.  We will follow up, likely next week on these pending items.

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 21297485
  
  I am rejecting this response because:

  While we are currently engaged in constructive communication, the disputes have not yet been resolved or finalized.
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 21297485
  
  I am rejecting this response because:

  Dear **** ****,

  I hope this email finds you well. Im following up regarding the foundation issue with my house, which has been ongoing for several months. I am eager for a resolution that comprehensively addresses all aspects of the foundation leaks.

  To ensure clarity and progress, I would appreciate your response on the following points:

  1. Timeline: Could you confirm when I can expect an update or action on this *******************
  2. Details of the Solution: What exactly will be done to address the issue and prevent future ******************
  3. Specific Plan: Could you outline the steps planned to resolve the foundation problem, including inspections, repairs, and a timeline for ***********************
  4. Third-Party Involvement: Please provide details on the third party involved, including their role in the resolution process and any steps required to ********************
  5. Agreement on Solution: I would like to ensure that the proposed solution is one we mutually agree upon before any work *******************

  Given the duration of this issue, I kindly ask for a prompt and comprehensive resolution. If you need additional information or access to the property, please let me know.

  Thank you for your attention to this matter. I look forward to your detailed response and a clear path forward.

  Best regards,

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

  ******************* 

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

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

  

  Business Response

  Date: 01/14/2025

  I apologize for the delay on this matter.  We have confirmation from the company we would like to send out to inspect the areas of concern.  They need a weeks notice to perform the inspection.  It will be after 1030a.  If you could provide us a day(s) or time(s) for the week of the 20^th.  We will schedule them to do the inspection.  The company performing the inspection will be *****************************

   

  The process will work as such.  They will perform the inspection on the day they are scheduled.  They will provide us a report of the inspections, and findings etc and may even make recommendations for repairs depending upon what the inspection report has.  Once we have reviewed the report and if any action items are needed, we will cover those with you at that time.  You will receive a copy of the report once we have had to opportunity to review. 

   

  However, I cannot project timelines on the project without the findings in hand.  We need to get the inspection completed and the inspection report done.  Once we know the scope of any work that needs to be done, we can set expectations for timelines etc.

   

  Please let me know what days we can potentially setup the inspection.  Thank you.

   

  **** ****

  Division Manager

   

  

   

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

  *****, *******; 33619

  Phone:  **********************

  Fax:   **************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 21297485
  
  I am rejecting this response because:

  I appreciate the progress and the outlined steps for the inspection process. However, as the matter is not yet fully resolved, I cannot accept this response at this time. I will wait for the inspection and subsequent report to determine next steps. Thank you.
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  Thank you for the update on the next steps in addressing the issues. I appreciate the builders communication and their efforts to move this process forward.

  
  The builder has since followed up and confirmed that the inspection is scheduled for January 27th. Additionally, I still require an updated notary page for the flooring agreement, as the current version cannot be notarized. I kindly request that this be addressed promptly to avoid further delays.

  
  I look forward to continuing progress and a timely resolution to these matters. Thank you for your assistance in facilitating this process.
  
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:10/06/2023

  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.

  Per Wm. **** Home's terms and using their online warranty submittal forms, we filed on May 30, 2023 a claim listing 6 items outstanding at 11 months after closing. Over the past 4 months the builder has resolved to our satisfaction 5 of the 6 items.The single unresolved claim involves an obvious and serious construction error in the plumbing installed beneath the concrete slab on which the home is built. The plumbing was laid out for the use of a tankless water heater installed on the exterior of the home, an option not included in our contract. We gave the builder photos showing the presence of this mistake on 12/08/21 (before the pipes were covered) and again on 01/19/22 (before the concrete slab was poured). We hold that during these 5 weeks there was ample opportunity to identify and correct the mistake, which was not done. We presented the builder with a photo dated 01/28/22 showing the error was still present after the slab was poured and the block walls had been built around this plumbing. We discovered the problem at this time and brought it to the attention of the builder. We suggested that the builder install the tankless exterior mounted water heater as the plumbing was mistakenly provided for. In addition, we offered to pay the option up charge to do so. The builder's representative refused our offer. Instead the builder chose to route on the outside of the home an additional estimated 45 feet of pipe with at least a dozen elbows beyond the plumbing necessary for the exterior mounted water heater. The result is substantial waste of gallons of water before hot water is delivered to faucets throughout the home and to the master shower in particular. There have been several discussions with the builder's representatives over the past 4 months where all the specific evidence cited above was presented without challenge. We want the tankless water heater installed, but the builder has stopped responding to emails or phone calls.

  

  Business Response

  Date: 10/24/2023

  Apologies for failing to respond.  Let me review the matter with the production team and facilitate a response.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20698510
  
  I am rejecting this response because:
  The response fails to address the issue presented for resolution.  
  In addition the response is a demonstration of the reason for filing the complaint.  This company has repeatedly refused to address the issue and has repeatedly delayed and avoided doing so. 
  An acceptable response will need to address the issue by either offering corrective action or by countering the facts presented in the complaint. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/01/2023

  Attempts have been made to schedule a representative of the plumbing company that installed to system to review the installation and provide evidence that the system is operating properly without the referenced energy loss noted by the homeowner.  The homeowner has refused to agree to such a meeting.

  We believe it would be prudent for all parties involved to coordinate the opportunity for such a meeting.  The plumbing vendor has access to the expertise to answer and/or comment on any questions or comments the homeowner may have.
  

  At this point, if the homeowner is still willing to pay for the upgrade to install the tankless water heater, as noted in the original complaint, then we would make arrangements for ******************* to facilitate same.

  Based on the representations of our plumbing vendor we are of the opinion that the system is functioning properly.

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20698510
  
  I am rejecting this response because:

  The plumber that installed the water heater plumbing in our home -

  1. Installed the heater plumbing outside the house instead of inside the house per the building plans. 
  2. This same plumber added 30+ feet of pipe to connect the inside water heater to the outside plumbing, adding approximately 50% to the already very long water supply to the master bathroom. 
  3. Twice we were scheduled to meet with the plumber who was a no-show. 
  

  However we will agree to pay the *** upgrade charge ($1520) to have a different qualified plumber install a tankless water heater on the exterior of the home as would have been done had we specified the upgrade at contract signing.

  And we agree to meet with the new plumber and the builder's authorized representative to work out all details associated with this installation.  

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

  

  Business Response

  Date: 01/05/2024

  The **************** that installed the original system in the home performed said work under a permit that they applied for, obtained inspections, and final approvals from the governmental authorities having jurisdiction.  they have the contractual obligation to WIlliam **** Homes and the Homeowner to warrant their system.  We cannot hire another plumber to perform any of the work without compromising the warranty on the home.  Again, attempts have been made to schedule a representative of the plumbing company that installed to system to review the installation and provide evidence that the system is operating properly without the referenced energy loss noted by the homeowner. We are not aware of meetings that the plumber did not attend as scheduled.  William **** Homes would facilitate a meeting with the homeowner with representatives of the plumbing company and WIlliam **** Home in attendance.

  The homeowner has previously refused to agree to such a meeting.  The meeting needs to occur for this issue to move in any direction.
  

  We believe it would be prudent for all parties involved to coordinate the opportunity for such a meeting.  The plumbing vendor has access to the expertise to answer and/or comment on any questions or comments the homeowner may have.
  
  The homeowner has stated that they are willing to pay for the upgrade to install the tankless water heater.  another plumbing company cannot perform the work as noted above.
  

  Again, based on the representations of our plumbing vendor we are of the opinion that the system is functioning properly.  Nonetheless, the only reasonable means to resolve the matter is to schedule a meeting at the home with all representatives in attendance.

  Customer Answer

  Date: 01/08/2024

   
  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.
  WITH THE FOLLOWING STIPULATIONS. -

  1. The proposed meeting will occur within 30 days of this message. 
  2. William Ryan Homes Florida will be represented at the meeting by an official of the company with full signature authority to legally bind the corporation. 
  3. Builders specifications and construction documents for our specific home build will be available for review at this meeting. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/17/2023

  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.

  Have owned my home with builder defects for 20 months & the builder has completely abandoned my concerns & has not returned to fix warranty repair issues. Last conversation was 3 months ago with GM *********************** in ***** who told me he would make a return call the following day, HAVENT FROM THEM SINCE!!!!!!!!

  

  Business Response

  Date: 02/08/2023

  We will contact the homeowner and schedule a mutually agreeable appointment to meet with the homeowner, review/confirm the outstanding items requiring attention, and generate a plan of action to address.  While members of our team may change, our commitment to our homeowners does not.  We will address each and every item to the satisfaction of our homeowners.  We appreciate the patience and cooperation.  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18823460
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/13/2023

  After numerous managers & too many missed & failed appointments (at least a dozen), I refuse to meet any member of William **** at my expense from this day forward. I'm available weekdays after 6:30pm & anytime on weekends. *** has wasted enough of my valuable time and this is the situation that WRH has created for themselves. The 1st attached image is the email I received from *********************** refusing my request to meet on my schedule, but the ** *********************** will tell you he's willing to work with us? Doesn't look that way. I will be forced to seek alternative action if I don't have a meeting with solid plans to fix my almost 2 year old issues by Feb 28,2023

  

  Business Response

  Date: 03/03/2023

  We are currently working with ************** to resolve his concerns.
  I have met with  in person twice. Once on 2/17/23 to review and inspect the issues.
  A second time on 2/25/23, I brought our vendor with me to establish a scope of work, order the material and working on a schedule to complete the work.
  We also had the back yard reviewed by our surveyors and grading company to address the drainage concerns.
  I am confident we will have this completed to Mr. ****** satisfaction.

  Customer Answer

  Date: 03/07/2023

   
  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,
  
  ***********************

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 18823460
  

  Filed a BBB complaint last year & was contacted by the business with multiple promises to finish repairs but still have no appointments.

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

  

  Business Response

  Date: 11/16/2023

  I spoke with ************** earlier this week and he elaborated on the remaining issues with the home, specifically the rear yard drainage.  i represented that we would respond this week.  Our Construction Manager, *********************** talked to ************** today and outlined the efforts to rectify the rear yard drainage and complete a fence installation to enclose the rear yard as a good faith effort for his patience.  Currently the time frame for fence installations is requiring a 4-5 week lead time.  ****************** stated that ************** expressed his appreciated for the efforts and quality of work performed by our ****************** Peacock Construction.  We will continue to address any and all remaining items until completion and acceptance by **************.

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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.

  On 8/19/2022 my wife notice a an outline on the ceiling in the kitchen over the island from the pendants it was water stain from leakage somewhere she immediately contact warranty department also Kris since he was already following up on other issues..Builder sent plumber out to find leak plumber noticed the water softner drain line was not installed properly (which we paid WR to install for us) water was going back through seating through wall not to mentioned plumber stated base boards were not completely corked as well anyways plumber put longer drain line in reported to builder Mike and Kris. Kris gave us all excuses stating it was our fault as well as Mike and stated it was not covered under warranty and they are not going to repair our ceiling and basically ots our problem. What they could not would not explain is if they put drain line in how is it our fault. Now my wife and I have been very patient with William Ryan builder considering our home has tons of cosmetic damages as well as sloppy upstairs flooring. This issues is construction error as they should repair my ceiling.

  

  Business Response

  Date: 09/08/2022

  William Ryan has investigated the situation with this customer and have determined that the installation of the water softener lines were done properly and per industry standard. While looking into the matter we also determined that the person who installed the actual water softener was not a licensed plumber. The damage incurred in having the water softener installed by someone not fully informed about the proper installation of the system allowed the water from the softener to spill onto the floor which then seeped through to the ceiling below.

  Despite the facts that this installation of the water softener was done incorrectly we have offered to have the ceiling repainted as a courtesy to our customer. The customer has accepted our offer and the work is being scheduled.

  Customer Answer

  Date: 09/09/2022

   
  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:08/05/2022

  Type:Customer Service 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.

  Numerous attempts made to fix warranty related issues over 8 months of not getting things repaired and or fixed at all. My 6 other neighbors feel the same way. William Ryan has not addressed the issues at all. They continue to push this out and we are close to 1 year of issues.

  

  Business Response

  Date: 08/25/2022

  Contact Name and Title: *******************************
  Contact Phone: ***********
  Contact Email: *******************
  Mr. ****************** is correct that it has taken much longer than any of us would have liked to resolve the outstanding matters with their home. Our Construction Manager, Eric M., met with Mr. ****************** to review the outstanding items that we have on record and has directed the resources to resolve the outstanding matters. While they are not all complete, our commitment to the homeowner is unchanged, we will continue to work towards a complete resolution to each and every item.
  We have requested that each and every homeowner submit any and all outstanding warranty requests through their My Home 24/7 portal to ensure that we as a company can follow-up rather than rely upon direct correspondence with field personnel. Mr. M. will continue to follow-up with the homeowner to ensure all items are addressed to the homeowners satisfaction.

  Customer Answer

  Date: 08/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have been evasive in fixing even the simplest of things, our letters on our house are plastic and from Ace True Value hardware store, our house is not grounded and was struck by lightning last night and our AC unit went. This is not acceptable and 9 months worth of waiting has made this an even bigger issue. I would like record of this so that when I take them to court this has been noted with the BBB.

  

  Business Response

  Date: 08/26/2022

  Mr. ***************** is incorrect as to his evaluation of the grounding of the home. The Electrical system in their home was installed by FL LEC, a fully licensed and insured Electrical Contractor. The electrical system was permitted, installed per code, and inspected by the governmental authorities confirming said installation.
  
  We have already addressed or are in the process of addressing the remaining outstanding items on the home.
  
  William Ryan Homes stands behind every home it builds. If it is determined and any component of the home was not installed properly then we, and/or our Vendors will endeavor to correct each and every item. Our commitment is unchanged. We will persevere to address each and every item determined to require correction until the homeowner is satisfied.

  

  Business Response

  Date: 08/26/2022

  I received additional information that our Electrical Vendor was in the community today making efforts to assist homeowners evaluate the lightning events of last night. Efforts were made to contact Mr. ***************** via cell phone to allow access to his residence. Messages were left but no response. Mr. **************** was observed to be in the community at that time but did not respond to contact efforts.

  Customer Answer

  Date: 08/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They ran over to the location with electricians the day after more than one house was struck. Why? Simple they did fear some of them were not grounded. What I found is they DO NOT ground the entire house. They ground the electrical panel which we found out is a recalled panel. This along with our AC system not being right for over 9 months. Now magically they leveled the system and it should be fine? It was just directly struck by lightining and was NOT LEVEL for 8 almost 9 months. That system should be entirely replaced with a new system as we have no idea what damage has been done running improperly for 9 months. I have repeated this numerous times to them. Now I report it here. If you have a car and the engine is not right for 9 months. It's not just the engine any longer. Come on. That plus the list of things inside our house has not gone down. Sure now that I contact you they come out and fix the stupid #'s on the house. But realistically I have over 8 neighbors who feel the same way about William Ryan Homes. Should I include all of them on the next replies? Maybe then they will get these problems resolved. It's ridiculous that clients have to wait this long.

  

  Business Response

  Date: 08/29/2022

  I, along with Eric M. (Construction Manager), Greg C. (Division Manager), had a telephone conference with Mr. ****************** today at 4 PM. We agreed that Mr. M. would meet Mr. ***************** on Friday, 09/02, at 9 AM to review any and all outstanding items requiring attention. Mr. M. will make sure all items are loaded on the homeowners MyHome 24/7 portal as well as coordinate the completion of all items noted. Again, our commitment remains unchanged, we will not stop our process of addressing each and every item until the homeowner has confirmed that all work is completed to their satisfaction.