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:08/06/2024

  Type:Order 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.

  Today makes 2 years since I purchased my home . Today is also the day that I noticed a leak in my ceiling and a ac vent . As the rain pours the water pours on the floor . There is absolutely no reason or way I should have a leak in the ceiling of a 2 year old home . Absolutely unacceptable!!!!! In addition one of the big buying points was of yeah your roof is covered for 10 years . Only to find out it doesnt cover leaks . Make this make sense please . Not only this Ive had NUMEROUS ISSUES since purchasing . Started off with the electrical, plumbing and irrigation system . They are not carefully building they are literally throwing these homes together .

  Business Response

  Date: 09/04/2024

  Thank you for reaching out regarding the issues youve experienced with your home. We understand your concerns and appreciate the opportunity to address them.
  1. Warranty Information: As per our warranty policy, we provide a 2/10 warranty on our homes. This includes a one-year workmanship warranty, which covers various aspects of construction, including the roof. Since your home is now two years old, the one-year workmanship warranty has expired.
  2. Roof Leak Issue: We understand that discovering a leak in your ceiling can be distressing. After investigating the issue, we found that the leak was caused by crushed kickout flashing. We promptly arranged for our roofers to replace the damaged flashing, repair the shingles, and resolve the leak. We are pleased to inform you that this repair was completed at no cost to you.
  3. Ongoing Support: We strive to address any issues that arise promptly and effectively. Should you have any further concerns or require additional assistance, please do not hesitate to contact us.
  Thank you for your understanding and for allowing us the opportunity to resolve this matter.

• Initial Complaint

  Date:06/08/2023

  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.

  I had a home built by Lamar Smith Signature Homes which is now Smith Family Homes. We moved into our home in January 2020. From the beginning it was the worst experience we have ever had in our lives. My specific reason for a complaint today is after three years we are still having issues. The builder purchased our microwave, stove, and dishwasher from ****** ***** in ******** ** in November of 2019. Now we were unable to move into our home until January 17 or 19 2020 because we were locked out of the house by the builder. I purchased my own refrigerator from ***** in November 2019 as well. My dishwasher and stove are rusting. I have contacted the builder within the year of us building and got nowhere. I have contacted the business they were purchased from and was advised to contact **. I was referred to BBB by ** since we are completely out of warranty and cannot seem to get assistance from anyone. I have attached pictures of how the dishwasher was left and then of both the dishwasher and stove rust spots. The microwave numbers on the screen are going out at times as well but I did not get a picture of that I completely forgot. It is embarassing to have the issues we have had with this.

  Business Response

  Date: 06/19/2023

  Lamar Smith Homes, LLC., received a BBB complaint regarding Complaint ID: ******** (********}. 

  
  This is in regard to ** ******* ****** **** ******. 

   

  
  This home was purchased on January 15, 2020, with the home there is a 2-10 Home Buyers Warranty. 
  The 2-10 Home Buyers Warranty includes a 1-Year Workmanship warranty that covers the appliances as well as ** having a 1-Year Warranty. In our records, there are no complaints of appliances not working, or rusting. I spoke with ********** Warranty Department as well, and they noted that rust spots are non­warrantable as well. 

  
  ********** did recommend trying *** ******* ****** on the rust spots as this will help remove or lighten the areas of rust. 

  
  Unfortunately, the items are outside of the 2-10 Homebuyers warranty as the warranty expired on January 14, 2021. Due to this, these items are not repairable or refundable. 

  
  Please let us know if there are any questions. 
  Thank you, 
  Lamar Smith Homes, LLC 
  Warranty Department 
  ************ 

  Customer Answer

  Date: 06/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I made numerous complaints about this issue when addressing all the other issues we have had such as our granite being broken before we moved in, holes in our bathtubs, the black mold it took 9 separate times for someone to come out to fix. The 11 months to fix the floors peeling, our roof and ceiling now cracked and leaking in this three year old house. I could go on and on. I contacted ****** ***** as well as **. There was a 7 day guarantee through ** however since we were locked out of the house that warranty was over before we got an chance to inspect the issues. Once we noticed the rust it was brought to the attention of the Lamar Smith workers we dealt with and it was disregarded as there’s nothing we can do about it which seems to be their response for everything. Regards,

  **** ******

  Customer Answer

  Date: 07/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I have multiple text and email correspondence due to the issues with our home from the beginning. The roofer advised there are no missing shingles and no damage that he saw but advised us our shingles are multiple colors in multiple areas which was an issue addressed before we moved in and we were advised there’s nothing they could do about it! The issue was an installation issue from the beginning. Due to Covid, every issue we had that they did actually fix was not fixed in a timely manner hence the reason our 30 day inspection was almost a year later. We even had ******* the current owner come down and look at the workmanship of our home. This company is horrible, no integrity and constant cut corners. Like the roofers that were not roofers but just workers that have to do it all from tile to roofing to painting to laying flooring and installing cabinets and light fixtures. I will provide the 200+ pictures of damages from the first day we moved in and the issues that we are still facing. The issue I’m trying to fix right now is the rusting stainless steel appliances that I have previously requested help with yet got told “there’s nothing we can do about it.” Kind of like when my garage door was crooked and you could see about a 3in gap outside, “it will work itself out”, when we had to ask to have 220 wire buried so we didn’t hit it on the lawnmower because they left it coiled up through the yard. This company needs serious looking into.

  Regards,

  **** ******

  Business Response

  Date: 07/07/2023

  Good Morning ********, 
  
  Please see attached for a response to Complaint ID: ********(********). 
  
  Thank you, 
  

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  We have been dealing with a leaking shower. Builder representative told us Dec 6th that they were liable for repairs and would fix it. We have sent several emails asking for when it will be fixed and only get back they do not know or they are waiting for tile. They are completing homes all over the neighborhood but can't seem to repair our shower. My wife has a disability and cannot share a bathroom with anyone and the only one she can use is the one they are taking forever to repair. We have sent a demand for a date otherwise we will get lawyers involved and have it repaired and billed to them. This is unacceptable that it has taken over a month and we cannot get a date.

  Business Response

  Date: 01/19/2023

  Good Afternoon, 
  
  Please see our attached response to complaint ID ********. 
  Please let me know if you need anything further. 
  

  
  

• Initial Complaint

  Date:10/07/2022

  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.

  Under our one-year warranty our builder is failing to correct nail pops and other issues noted in 30-day walk through. They also attempted to deny a claim for cracked on install tile.

  Business Response

  Date: 10/21/2022

  ********, 
  
  Please find attached the response to BBB complaint # ********.
  Please let me know if you need anything else regarding this issue from me. 
  
  Best Regards, 
  

  
  

  Customer Answer

  Date: 10/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:09/20/2022

  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.

  Submitted Work request on August 7th (in attachment) showing mold from our upstairs backroom (first pic of mold attached). Wasn't till the end of August that a warranty person came and took a picture of it. Last week ( 9/16) Heating and cooling company can out and confirmed that it was an electrical issue. It is now 9/20 with no ETA on a fix. I attached the current mold pic as of today, 9/20, as you can see mold continues to grow and spread throughout the bathroom. Want this issue resolved ASAP, and remove everything contaminated. Complete failure of the warranty department and considering the amount of issues this brand new house has had there should be an extension of our 1 year warranty due to negligence, unprofessional, and time to resolve issues with this company, We just got our garage fixed last week as it never worked due to framing issue upon moving in a year ago. This doesn't include the master tile issue we have had, pipping in AC unit which caused a leak and ceiling damaged.

  Customer Answer

  Date: 09/26/2022

  Since moving into our newly built home in Sept 2021 our garage has not worked. This was not discovered through the walk-through as there was a failure on the builders getting electricity on our new home. On October 8th we submitted our first work order regarding our garage not being on track and when attempting to close the framing bends. We submitted another work order for the same issue on August 16th 2022 as our first work order was never addressed. Even with multiple calls to ******* in the warranty department letting her know the issue was not resolved. Her excuse as she is always playing catchup, submitting another order, and/or their vendors are always behind schedule that she never has an ETA FINALLY on Sept 18th, almost a year later, a person comes out to look at the garage. His "workaround" was to hammer the bent frame (which he did twice) Push out the bent frame and adjust the wall sensor. This did work for a few days until today, 9/21/2022. When shutting the garage the wheels went off track again (in the same spot as a year ago), the frame bend, and was not able to shut the garage, ******* in the warranty department was called when she said she would try to work something out, then became unresponsive to communication leaving our garage completely open and broke. The negligence, stagnant, and inefficient in addressing their failures as a builder along with the warranty agreement is unethical as a business. The entire garage door needs to be replaced. As is it a safety issue for our family.

  Business Response

  Date: 09/27/2022

  Thank you for bringing this matter to our attention and please accept our sincerest apologies for the delayed service.  We have reviewed all submitted warranty items and found all stated issues in this complaint, ID ********, have already been scheduled with trades for repair and those dates and times have been confirmed with Mr. *********.  As a business, we want to assure that all our warranty work is completed at 100%.  Also, as a homebuilder, we want to assure that all our customers are happy with making the choice to purchase a Smith Family Homes product.  Again, we apologize for the scheduling delays and any inconvenience that you and your family have experienced due to the untimely manner of scheduling.

• Initial Complaint

  Date:09/19/2022

  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.

  The rain diverters above my patio don’t run the length of the patio opening & are angled to allow excessive water to be dumped to one side. There is damage to the batten siding strip AND lawn because rain water is pounding & puddling the area. For clarity, the siding strip was not chipped from a weed whacker or lawn care professional. I had neither. Builder closed out this warranty request on 9/12/2022 without my signature, consent, or repair. An email sent 9/15/2022 from ******** *******, Warranty Supervisor, said, “Due to the additional cost of having a larger one installed, it will not be an item that will fall under the homeowner warranty.” ALL items under warranty involve cost. Why offer a warranty if cost is an issue? The company’s budget isn’t the homeowners concern. Several model homes exactly like mine have longer diverters. During a phone call on 9/15/2022 ******** said the shorter diverter was standard. Homeowners with longer diverters did not pay extra to upgrade, nor are they aware of a standard diverter. I bought window blinds from the builder when I purchased my home ($85 per blind). 72 days after purchase, a string broke on one set of blinds. The builder insists normal wear/tear after 72 days is acceptable; therefore, the blinds are not warrantable. One expects blinds to hold up for several years, not days. At $85 and a 72 day lifespan, it’s reasonable to expect the builder to replace the blinds. Repainting a corner of the patio door was approved by ******** on 8/12/2022 via text. Because primer was showing, she could get the painters to touch up the door. During a phone call on 9/16/2022, ******** said the door was not marked with painters tape signifying the need for repair. Hence, the repair could not be done & was not warrantable. Decisions based on one piece of tape?! The door WAS marked when the paint contractor was at my home on 9/9/2022. The request was also visible on the builder’s warranty portal.

  Business Response

  Date: 10/05/2022

  In response to complaint ******** filed by *** ****** on 9/17/2022.

   

  We are respectfully replying to your concern regarding issues which you submitted into the homeowner portal for Smith Family Homes. We strive to make sure that all warrantable issues are resolved with the homeowner in a timely manner and in accordance to the 2/10 warranty guidelines.

  Smith Family Homes Warranty Department has reviewed your complaint and found no warrantable items in your filing based on (1) the picture documentation provided in this filing, (2) the first hand viewing by our superintendent, (3) your submissions not meeting 2/10 warranty guidelines, (4) builder standards and materials used and (5) homeowner failing to have all warrantable items marked with blue tape at the time of your scheduled warranty paint and drywall appointment.

   

  For more clarification, I am listing the reason for each item that was deemed “non-warrantable”.

  Rain diverter – Builder only installs 10’ rain diverter as a standard item on homes.  Your Installed rain diverter is 10’ and working properly as your picture shows.

  Blind – Homeowner damage to blinds is not covered by 2/10 warranty.  The company which installs the blinds does not warranty blinds damaged by physical use after install.

  Patio door paint – When the paint and drywall appointment was set with you, you were instructed to have all warrantable issues marked with blue tape due to your 2/10 warranty stipulations that only one warranty appointment would be set for paint and drywall repair.  You verbally expressed after the appointment that you did not mark the door with blue tape, therefore falling under homeowner responsibility.

  Damaged corner post – We sent your pictures to the vinyl siding company for verification of the damage to the corner post in relation to distance of the rain water falling.  Their professional opinion is that the water could not have caused the damage done to your corner post, rather would have had to have a physical hit by something harder than water.

   

  We would be happy to discuss any further concerns you may have with directly with you. 

   

   

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

  Warranty Coordinator