Complaints

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

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  Lombardo Homes of St Louis, LLC

  4 Research Park Dr Ste 130 Saint Charles, MO 63304-5639

• 

  Lombardo Homes of St Louis, LLC

  13001 23 Mile Rd Ste 200 Shelby Twp, MI 48315-2767

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:11/02/2024

  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.

  As only so many characters are allowed, please see below condensed explanation of our issue with Lombardo Homes. The full written explanation containing all details will be attached to this complaint.We signed a contract with Lombardo homes to build a house to our specifications. Unfortunately, Lombardo deviated from the contract when they placed the wrong color brick on our home. We selected a gray brick for our full brick and stone front exterior. Lombardo installed a dark brown brick instead. I notified the builder as soon as we saw the brick color was incorrect. We were told during our weekly calls that the brick company was investigating what happened in the batch of brick for our home and they would advise as soon as possible. Our project manager and sales *** both agreed that the color was wrong.On October 25th, I received an update call from the sales manager. She said, Midwest, who is the brick company, discontinued that color of brick and ***laced it with a new brick, and thats what they put on your house. The design studio just found that out from them this week, and theyve had to call every single customer that selected that brick, and theyve had to come in and do reselections. Continuing, Since your brick is already on the house, they want to meet with you onsite to talk through it and see what you want to do. And finished with Stand strong and hold Midwest Block accountable. She ended the call with Im just being honest with you, thats what I was told. Six days later, she sent an email recanting her statement saying she misspoke and the brick is not discontinued, and that everything she had told me previously was incorrect. Please take a look at the attached photos showing the vast difference in brick color; our house being the brown house, and the gray house being the correct brick color. We are asking that Lombardo take responsibility of the Mis***resentation of the brick and offer ***lacement cost out of good faith prior to closing

  Business Response

  Date: 11/06/2024

  We understand how important the exterior of your home is to you.  We would also like to apologize as you were conveyed incorrect information that has led you to believe the color of your brick is incorrect. As we discussed at your meeting with the Lombardo Design Studio Member,Construction Team member, and a representative from Midwest Block and Brick, what is installed on your home is the color Driftwood. There can be variations in the color because the color is an application added to red bricks. Brick manufacturing is much like baking cookies; two batches are not always perfectly the same, but the bricks are compared to a key when manufactured prior to being sent out as a quality control check. Because of this process there will be variations,  therefore a sample board that portrays the exact color of a brick when installed can be challenging.
  
  When ******* let us know the brick on your home was a concern,  as a precaution,  we immediately pulled the sample until we could investigate the issue and meet you.  When this happened, we also reached out to other customers to alert them, as we would with any other color discrepancy issue: to be as up front with customers as possible. After investigating we dont believe there is an issue with this color.   
  
  During the investigation we visited and sent you photos of several homes that have been completed over the last few years, finding there has been a variation in color over the years - those variations include the color of your brick. In good faith we are extending an offer, at no cost to you, to stain the brick a lighter color to meet your expectations or credit you your cost for the upgraded brick in the amount of $2,480.
  
  When discrepancies occur, staining brick is a common method used to match brick colors. It allows the brick to remain breathable. This staining process preserves the brick's natural condition while enhancing its appearance to meet the homeowner's aesthetic preferences. The company will take the sample board that was used for selection and make the whole home match it. This company also provides a 25-year warranty.
  
  While we dont always have control over the variation in colors of natural materials disclosed in your sales contract (paragraph 13, letter M.)  It is important to us that we find a solution to remedy the situations as stated above.
  
  

  Business Response

  Date: 11/06/2024

  Attached are additional pictures showing the variations in this brick across different batches that have been provided to the consumer as well.

  Customer Answer

  Date: 11/06/2024

  Complaint: 22504997
  
  I have reviewed the business' response and am rejecting it because:
  

  Lombardo did send pictures on 11/5 (yesterday) of other homes they claim to have our same brick color. All of the homes, with the exception of one, have a light color brick, not brown brick as our house does;further proving the discrepancy with our brick.
  
  The one picture and address of a Brown house that they provided (**********************), was a house that they falsely claimed was completed in September 2024, before they were alerted of the incorrect brick color of our home. But the truth is, the brick was not completed on that home until late October 2024, after they were alerted of the discrepancy. We have pictures of the brick in that houses yard, waiting installation. We also have pictures of the brick during installation, as well of pictures of the bricks batch number. *******, our sales manager alerted us in the phone call on 10/25 that there was one other house that had the incorrect brick installed. We assumed this was the house she was speaking of, as we were already aware that the house had Driftwood waiting in the yard for installation in early October. I must also stress that we were also told by Lombardo's ************* at our face to face meeting that Lombardo's Driftwood brick sample is outdated (by 3 years) and that the brick that was installed on our home is the "new" driftwood.Lombardo did not alert their customers as soon as they were made aware of the incorrect color brick on our home. They were alerted by us on 10/5. They did not take the sample down and alert customers to make another brick selection until the week of 10/20. That was well after they started their ****************'s clear that the findings of their internal investigation warranted the need to contact all customers and show them the new brick color for Driftwood and allow them to make reselections. See attached photo taken at Lombardo's design center on 10/26, the day after our sales manager from Lombardo told us that the brick we chose was discontinued and that I should go to the design center to see its replacement as that was the brick that was installed on our house. The same call where she told us that everyone who selected Driftwood was allowed to make reselections. Its clear from the photo that the original sample of Driftwood was taken down and placed next to the replacement.The post-it is shows the last  name of a customer who is currently building a house on lot 152D in another one of their locations,**********. It's clear that the samples were set aside for them to come down to the design center and choose whether or not they wanted to move forward with the new Driftwood. So again, that was on 10/26. They were alerted of our incorrect brick color on 10/5.
  
  We were told by Lombardo representatives every week since 10/5 that they were investigating the batch of the brick. We were told by Lombardo representatives every week since 10/5 that our brick was indeed brown,and that it did not have a gray undertone as the sample. We were told to "Stay strong and hold Midwest Block accountable". But our contract is not with *************. Our contract is with Lombardo Homes. On every pallet of brick, the manufacturer has a statement saying that all brick must be "immediately examined for size, color, chippage, texture or warpage. The Use of a brick constitutes your acceptance of the brick AS IS." It was on Lombardo to due their due diligence and ensure the color of the brick being installed was the correct color ordered by their customer - not just by name (driftwood) but by color. I find it alarming that Lombardo's only argument is to say that the brick color for Driftwood has been inconsistent for years. It's almost as to say that if no one else is complaining, why are you?

  Lombardo has claimed that they were unaware of the brick sample being outdated, so initially the issue could have been identified as Negligent Misrepresentation. But it looks as though Lombardo is doing everything they can to cover their negligence, including having their Sales Manager take back all of her statements admitting the brick was incorrect. These statements were made over a months time, and we are to believe that that whole time, she misspoke. This has now been upgraded to Fraudulent Misrepresentation. It is a violation of the Missouri Merchandising Practices Act (MMPA), and we are well within our right to file a complaint with the Attorney Generals office.  
  
  We do not accept the offer of staining, nor do we accept the offer of $2,400 for the color upgrade. We paid a lot more than that to have a full brick exterior so we wouldn't have to worry about the upkeep of paint/stain. We are asking for full replacement cost of the brick and will not close on the home until a reasonable resolution has been offered and accepted.
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/07/2024

  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.

  Our home was purchased from Lombardo Homes and we moved in on June 2nd, 2023. Not too long after we moved in the back yard flooded and was covered in muddy silt. It took several months to convince Lombardo to replace the grass and rectify the flooding of mud into my yard. I was forced to contact the owners of Lombardo to gain any action towards fixing my yard. Here we are again in 2024 and my yard is flooding with mud and silt. It's making areas of my yard unusable. I have asked Lombardo to fix their property (the land next to me) so that the mud silt stops penetrating my yard. The response i received was that my yard is doing what it is designed to do and heavy rains are rare. I fully agree that my yard is the connecting channel of man holes, but that is for water...not mud. I should not have to live in disarray due to the lack of Lombardo maintaining their property. I am requesting Lombardo to permanently fix their mud runoff issue and ensure it will no longer penetrate into my yard. I am also requesting they replace any grass in my yard that is affected by the mud. I will attach current photos of my yard. The manhole you see in the photo and surrounding area is the failed attempt of Lombardo to keep mud out of my yard.

  Business Response

  Date: 10/09/2024

  Thank you for bringing your concerns to our attention. At Lombardo Homes, we strive to ensure homeowner satisfaction, and we apologize for any inconvenience caused by the drainage issues youve experienced.

  We want to assure you that we are actively working to resolve the drainage concerns at the area inlet near your property. Our team is coordinating with contractors to address the issue promptly, aiming to improve water flow and mitigate future problems. However,its important to note that drainage inlets and water flow paths can sometimes be temporarily overwhelmed during particularly heavy storms. The photos you provided do show water accumulation, which is expected under such extreme weather conditions. While the system is designed to handle typical rainfall,intense weather can exceed its capacity.

  Following the storm, we inspected your yard the next day and confirmed that no significant silt or debris had accumulated, and there was no visible damage to your yard at that time.

  Additionally, there can be unintended consequences when using a drainage system that is not yet fully established, especially with ongoing construction in the neighborhood. As development continues, we will make the necessary modifications to ensure the system functions as intended once construction is complete.

  Thank you again for your patience, and please feel free to reach out if you have any further questions or concerns.

  
  

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

  It's important to note that Lombardo has come out to fix the issue and i do not foresee it occurring again. The primary reason for this submission is due the fact it's the third time i have had my yard flooded with muddy silt. I attached a photo when this occurred previously. My yard is not intended to receive all the extra muddy silt runoff. All it takes is one large "abnormal" rainfall and the mud/silt level will raise to the point where every time it rains "normally" the mud/silt immediately collects in my yard. 

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

• Initial Complaint

  Date:06/03/2024

  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.

  We purchased and closed on a Lombardo home in June 2022 in **********. The builder had installed power roof vents, which come to find out, were never wired or connected, thus not working. We had to have roof work done due to recent hailstorm, and contractor noticed that none of the powered roof vents were ever wired or connected, the conduit/box coming from roof vent just was left hanging. We didn't notice this during final walkthrough or warranty period because we were not in the attic inspecting. This is obviously a miss during the build, and we have been trying to figure out how to get ahold of somebody from Lombardo to address/fix. Contractor said not having proper ventilation is a code violation and can cause damage/excessive humidity/mold/excessive A/C needs during summer/etc, so not sure how this ever passed build inspection prior to us closing. We had reached out to a few contacts we had prior but don't know who we need to speak with this get this corrected.

  Business Response

  Date: 06/06/2024

  Thank you for bringing this to our attention.  We had to take some time to investigate this matter, as we do not install powered roof vents in our homes and the customer did not request them (nor did we agree to install them) as a custom option.  There is no record of them in our contract documents.  We have contacted our suppliers and installers and show no record of this item being shipped to the job.  The only explanation we can imagine is these vents were mistakenly picked and shipped in lieu of the standard off-ridge vents, which look very similar.  If this is the case, the installing roofing contractor's employees likely thought they were meant to be installed, and did so.  They look almost identical to the vents we specify and likely were not noticed during the completion of the home.

  The amount of ventilation provided by the installed vents, even without power connected, is adequate to meet the codes applicable to the home.  They are roughly the same size as those we intended to install with the home.  Attic ventilation is reviewed/inspected as part of the permitting process with the City of ***********  The homes attic ventilation is provided by a combination of soffit venting, ridge venting and these off-ridge vent locations.  The total installed meets the Net Free Area (NFA) required by the code.  Some of the thoughts expressed by the contractor regarding ventilation are myths or part-truths, but it is true that there are code requirements for the amount of ventilation required, and for that reason, and to comply with our agreement, we want to ensure the intended ventilation is installed.  We do not and will not install powered attic vents in our homes, as these can cause unintended consequences in many cases.

  We apologize for this error, and wish to take steps to ensure the correct off-ridge vents are installed in the customers' home.  We will contact the customer separately to take steps to make that happen, during which time we will be happy to discuss this in greater detail.

  Customer Answer

  Date: 06/21/2024

  Lombardo has agreed to replace the powered vents with the correct passive vents originally intended by design. Their roofer had reached out to inform us they will be handling the job and have scheduled to replace on 6/21/24. Awaiting completion, but I appreciate Lombardo reaching out and handling this matter appropriately!

• Initial Complaint

  Date:10/26/2023

  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.

  The business has not done what they said they would do in regards to the grading of our yard. The grading failed the final inspection for the city of O&#**;Fallon. We&#**;ve been dealing with them since we closed on the house last July to fix the grading. At first they told us that the y would regrade it but they haven&#**;t.

  Business Response

  Date: 10/27/2023

  The customer's lot was reviewed by an engineer and a letter submitted to the City of ******** validating compliance with the city-approved drainage plan (attached).  This was provided at the time of final grading and accepted by the city.  We are in receipt from the customer of a subsequent inspection letter from the city of ******** from August of this year (submitted to us by the customer) and have contacted the city for clarification but have not received a reply.  We have previously acknowledged that areas on the right side of the property were disturbed during construction of the adjacent home and issued service orders to the grading contactor to correct this area on October 18, 2023, with a deadline to complete of November 15, 2023.

  Customer Answer

  Date: 10/31/2023

  Complaint: 20780357
  
  I am rejecting this response because:

  i have enclosed the inspection report that I received from the City of ********. The downspout did finally get corrected. But the rest of the issues have not been.  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/01/2023

  Per the city's current lot inspection, any deficiencies have been resolved.  A copy of the report dated 10/30/2023 is attached.

  We still have an outstanding work order with the grading contractor to repair the areas on the right side of the house/property.  They communicated to us that they met with the homeowner today and expect to have the repairs completed by the end of next week, weather permitting.

  Customer Answer

  Date: 11/03/2023

  Complaint: 20780357
  
  I am rejecting this response because: absolutely nothing has changed in our yard nor has the company done what they said said they would. Unfortunately I cant open their document but I have a call in with the City. 
  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/13/2023

  The area of the yard, on the right side of the property, has been regraded and sodded.  There were some minor issues with this work that were discussed with the homeowner and we will correct them in the immediate future, weather-permitting.  My understanding is the customer is in possession of the updated inspection report from the City of OFallon.  If not, it should be available through the city to the homeowner, which would be the best route for them to obtain it, or we could provide it to them directly.

   

  Customer Answer

  Date: 11/13/2023

  Complaint: 20780357
  
  I am rejecting this response because:
  We were told many times before we closed on the house and months after the close that our lot would be regraded to take some of the slope out. This was never done. Also I would like to understand how the City of OFallon went from failing it in August to passing it in October when absolutely no work had been done. This is evidenced by the sewer vent stack not have been cut as require on the failed report. So how can this go from a failed report to approved. 
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/15/2023

  We disagree with the homeowner's assertions regarding any commitments to re-grade the lot "to take some slope out," as there is no documentation to support this, and at this time can only chalk that up to misunderstanding, We were clear to the customer in meetings after closing that the rear yard was graded per the community grading plan, and the city's requirements for grading, as well as the grading certificate that we provide to the city.  These documents have been provided here as well as to the customer.  We cannot speak for the city's actions, apart from the city recognizing that the grading, as it exists today, complies with their requirements based on their municipal laws and building codes.  A representative of the company met with the homeowner and their neighbor on Friday, November 10th, at the home, and identified some minor discrepancies with the rework, which we have noted before, which will be addressed in the coming weeks, weather-permitting.  The homeowner again raised the issue with the rear yard; we reaffirmed the yard conforms to requirements and our intent to take no further action.

  Customer Answer

  Date: 11/18/2023

  Complaint: 20780357
  
  I am rejecting this response because: There have been a lot of misunderstandings. We were told multiple times and on multiple occasions that the lot would be regraded. At this time we can all just move forward but their business practice's are horrible. I will not accept anything from them now but I am not releasing this complaint they will not fix the issue and I think others looking into buying a home should be aware. 
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2023

  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 recently built a home in Amberleigh with Lombardo. We closed on the house in July 2022. In November we began to notice our siding is melting on the North wall of our home due to a window on the neighbors house. Lombardo sent a construction manager to view the damage. That is it. We filed a service ticket with **** warranty service. The ticket was closed saying this is not a warranty item. We have reached out to Lombardo several times and are getting no response. We have asked Lombardo to repair the siding and resolve this issue to prevent any further damage to our newly built home. Currently the design and layout of homes, due to Lombardo, is causing damage.

  Business Response

  Date: 01/13/2023

  Solar reflection from code-required energy efficient windows is not a defect in the vinyl siding.  It is not covered under our warranty, nor the warranty of the siding manufacturer or the window manufacturer.

  The customer submitted a request through ****, our 3rd party warranty administrator, on 11/22/22.  **** reviewed the request and, on 11/28, assigned it to the siding contractor who installed the siding on this home, asking them to inspect the affected area.  Contact was made between the contractor and the customer on that day, and the contractor visited the home, along with one of our construction superintendents who has years of experience owning a siding installation business.  On 11/30, **** documented that both the contractor and our superintendent confirmed the issue was due to solar reflection.  **** changed the status of the customer request to "Not Warrantable - No Further Action" on 11/30, providing notification to the customer through the system status.  The customer later emailed our Construction Manager on 1/3/2023, saying they had received no response.  The Construction Manager confirmed that response was provided (via ****) and replied to the customer on that date letting them know they should refer to **** and that if the issue were Solar Reflection, as he felt it most likely was, it wasn't warrantable.  The customer replied to that message minutes later, but without new information contradicting what was previously discussed.

  We understand the customers' frustration with this issue, but it is beyond the scope of the warranties we provide to them.  To quote from the Vinyl Siding Institute and their referenced sources - "Solar distortion happens when sunlight is concentrated and reflected by modern, energy efficient window panes onto a neighbor’s property. These newer windows reflect sunlight at a much higher intensity than older window designs. Heat generated by that reflection can cause damage to a wide variety of materials, including furniture, vehicles, and–under rare circumstances–vinyl siding. It takes a unique and specific set of circumstances for solar distortion to impact vinyl siding."

  "Damage to property caused by concentrated sunlight is infrequent and occurs only under a unique set of conditions. Homeowners can protect their personal property in such instances by blocking the path of sunlight, either to the window or between the window and the siding. This includes the strategic placement of trees, bushes, or other landscaping elements and the use of sunshades above windows. Screening applied to windows may reduce the total amount of reflected energy and help to avoid the problem."

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  I am rejecting this response because: It is beyond our scope as a homebuyer with Lombardo, to install window shades or film on houses we do not own, built by Lombardo. This complaint is not with **** warranty company. The complaint is directed at Lombardo Homes of Amberleigh. 
  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/03/2022

  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.

  We purchased a home from Lombardo Homes in Lake St. Louis in March 2022, the sod was not installed until July. Double Image is the sub who installed the sod. Mostly high school kids installing that didn't know much. There are big gaps, edges laid on top of each other, random chunks of sod thrown on top of bare spots. The biggest issue is that 3/4 of the front yard was already brittle and going brown the day they installed it. Double Image recommended 2 maybe 3x per day for 20 minutes. We immediately installed a watering system and watered 3x per day EVERY DAY for 20 minutes. All the areas in the front yard that were brown when installed have died since (writing this in September 2, 2022). We reached out to Lombardo to let them know the sod was installed poorly and the sod itself was very dry/brittle and brown the day they laid it. We asked them to have Double Image come out to see the issues and they wouldn't give us the name of the sod company or come out and look at the yard. We called Double Image in mid August to look at the lawn. The next week they came out (without letting us know) and said that it was dead because we must have not watered it enough and it was in the direct sunlight. We let them know we watered it 3x a day for 20 min since they installed it and that the side yard was in the EXACT same direct sunlight and was living and growing perfectly. We told her that was not the cause but rather the condition of the sod when they laid it that day. We again requested for someone to help with this situation. We have not been contacted by Lombardo or Double Image since. We are left with a front yard full of dead grass, a real eyesore in our new neighborhood, and faced with having to completely remove and replace the dead sod at our expense. We are extremely disappointed at the quality of the product & installation but mostly that Double Image will NOT accept responsibility for the dead sod that we are left with I would NOT RECOMMEND Double Image at all.

  Business Response

  Date: 09/14/2022

  We appreciate the customer bringing this to our attention.  We sent out our sod company, that grows and installs the sod, to inspect the front yard and they concluded the issue was from lack of water.  The front of the home faces south which puts the front yard in direct sunlight all day long.  At time of installation the temperature was on the hotter side which would require the frequency and amount of water to be adjusted upward.  Three (3) times a day for 20 minutes is the baseline, but we also state that they need to check to ensure the sod stays wet for the first two weeks and adjust watering accordingly.  During the same timeframe, we were monitoring other homes within our control, and we had to increase the watering to 5x a day. The pictures provided at time of installation are consistent with our standards and we see no evidence of the sod being brown and brittle. We also installed sod from the same sod field at three other lots within the same subdivision on this day and did not note anything outside the normal that would lead us to believe there was a warranty situation.  We have included a picture of the front yard on one of those homes.  We do not agree with the customer statements about the sod company.  They are professional people growing and installing thousands of yards of sod each year for many homeowners in this area.  After a second review of their concern on 9/14/22 (Picture included) we recommend they aerate and over seed in the fall to help fill in the bear spots.  We also recommend a fertilization program for long term health of their lawn. 

• Initial Complaint

  Date:07/06/2022

  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.

  We live in the ***** ***** *********** in Lake St. Louis. Our air conditioner stopped working the beginning of June this year. The unit only ran 1 summer. *******, the service company for Lombardo said we had a hole in the a-coil unit. They charged us $1000 for Freon and labor the first visit. They said the a-coil part was under warranty, but it would cost us an additional $1540 to install it. I have called *****, the manufacturer of the air conditioner with no response. ******* said they are not liable. I have called several phone numbers for Lombardo and E-mailed them. I have not heard back with a resolution. We do not feel it is fair to have to pay $2540 to repair a defective air conditioner that only ran 1 year.

  Business Response

  Date: 07/11/2022

  Thank you for your communication. We take customer satisfaction seriously and are glad to hear from you.  I would like to apologize for the frustration you've been experiencing recently trying to contact us related to the warranty claim about your air conditioner.  We show record that you closed early July 2020 and the service was performed in early July of 2022 (Roughly 2 years after closing).  There was an internal inspection performed prior to closing on 5/19/20 and the system tested ok.  On 6/17/22 a technician from ******* Heating and Cooling was dispatched and found that the system was low on refrigerant.  Recommendation to warranty coil and replace do to a leak in the coil.  They added 5 lbs of ****** in the system to get the home cooling until they replaced the coil on 7/1/22.  The warranty for the furnace and AC is provided by the manufacturer (*****) and labor is typically not included.  If there is a dispute with the warranty provided, we suggest you contact the manufacturer with the information provided in the manuals at the furnace location. 

  Customer Answer

  Date: 07/11/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  
  I do not think this is fair, but I guess I am not surprised by their decision. But in the world today no company will take responsibility for their defective products or sloppy labor.  The consumer is at the mercy of companies, and they no longer give a **** about us.  Unfortunately ******* robbed us on their repair of a defective unit, and ***** does’t give a **** about their products.  You would think after Lombardo charges exorbitant prices for their homes, and contracts with companies that do not take any responsibilities for their products, they would want to help us.  But I guess they do not care about their own reputation.  I always thought Lombardo was one of the elite construction companies, but I guess I was wrong about that too.
  Sincerely,
  
  ***** *************

• Initial Complaint

  Date:06/13/2022

  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.

  I closed on my new home back in January with a promise once the weather broke my yard would be final graded and sod would be installed. At first when I emailed once it was warm I accepted they were a little behind and they just asked for a few more weeks to get caught up. Now that it has been over three months I no longer will sit and do nothing. I continue to send follow up emails and each and every time I am told 'later this week' or '1-2 weeks' yet here I am soon to be in the hottest part of summer with the job incomplete. The yard grade is so bad from erosion now that it is unsafe to even walk in the back yard because of the risk of falling into a hole and getting hurt. I have been patient for a very long time but continue to get no where with Lombardo Homes.

  Business Response

  Date: 06/14/2022

  We spoke with the customer today and explained due to the wet spring and a labor shortage we are behind in the completions of escrow work left from winter.  Lombardo Homes and our Contractor are diligently working through the backlog of sod escrow work within each community not just Sandfort Farms.  We ask for their continued patience as work through these challenges. 

  Customer Answer

  Date: 06/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I spoke with representative with Lombardo and he explained the back log so on and so forth. He continued to assure me that final grading was to be completed yesterday and sod to follow quickly after. They graded maybe half the yard and then left. The company they contracted informed my neighbor they will not be returning until end of the month. I just don’t see this issue as resolved. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 06/20/2022

  I spoke to our customer again about what happened and explained that our grader was at the home and completed what they could. Typically, the process is to grade and then lay sod the same day.  The customer asked us to grade and then lay the sod after he was completed with the irrigation and his projects.  When I asked if there were any other projects going on in the back yard that would prevent us from completing the grading his response was no.  After the customer rejected our response, I decided to drive to the home Thursday evening.  Upon arriving I discovered the customer still had some projects going on in the back yard (a patio and large retaining wall) that prevented us from completing the grading.  Please refer to pictures taken.  Earlier in the day it was noted by our grader, via text, that the customer was forming up a large patio and needed access to the right side of the lot for the concrete trucks and that they would need to come back.  I confirmed with the customer that the patio was poured the day the graders where there. The customer felt there was enough space between the projects to complete the grading and we did not.  We are now scheduled to grade it Monday the 20th after a storm Friday morning delayed us. 

  Customer Answer

  Date: 06/23/2022

  Complaint: ********
  
  I will accept his response once the work is actually completed. I was told Tuesday of next they will finally come and do the sod. If they actually show up and complete the work I will be more than happy to close this complaint. Unfortunately until that happens I cannot accept any promises as this compliant is the first time I have been able to get anything done since moving into the home in January. 
  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/08/2022

  Type:Order 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 are having a home built by Lombardo Homes. Our issue is that we selected the home to be built with 8ft doors. This included the exterior doors as well. The problem arose during the preconstruction meeting when we were shown the rear elevation of the home. I immediately brought to their attention that the transom window above the rear sliding door was not shown. We were told that the transom window did not come above the rear 8ft door. I stated that no one informed us of that and that if the transom window did not come above the 8ft door then we wanted to revert back to the 6'8" rear door that did include the transom window. We like the look of the transom windows and in addition they are above the 4 windows in the great room and above the kitchen window all of which flank the rear sliding door and are visible on the rear elevation. We have been going back and forth on this issue for months. First we were told that they couldn't change it because the windows and doors were already ordered. Then we were told that it could be changed if we wanted to pay $2200 which of course we declined to do. During our back and forth the windows and doors were delivered and both an 8ft door as well as a 6'8" door with transom were delivered. We asked for the 6'8" door and transom be installed however the 8' door was installed Lombardo citing that that is what is on the plan even though we have asked repeatedly before and during construction for the 6'8" door and transom window to be installed. Please remember that the 6'8: door and transom are in the garage. After another request the response is that they could do it if we paid them an additional $1100. We feel that this is nothing more than an attempt to extort us into paying for a mistake that is clearly Lombardos Homes making. As to the policy of not making changes after sign off they did allow us to upgrade our garage doors for an additional $3385. This is a $600K plus home and we are absolutely disgusted with this experience

  Customer Answer

  Date: 05/10/2022

  Consumer reports that the business has resolved this complaint.