ComplaintsforLegacy Homes Omaha, LLC

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started building process with this company August 2022. Finalized and closed 5/12/23. Many errors in build of house. Escrow date 8/1/23. Now 11/6/23 house is still not complete, no extension of escrow completed. Minimal to no oversight over contractors, lots of work had to be "redone" due to error in vendors contracted by company and the little oversight from company to ensure completion of work and able to pass inspection. Had to move into home under temporary occupancy permit due to incompetence of contractors and legacy staff. CFO contacted with no solutions offered. Warranty managed contacted with no solutions offered. Hundreds of email sent to company regarding errors, vendors, poor work, remaining work along with phone calls. Minimal to no communication, does not reply to voicemails or emails without extreme follow up on our behalf.

  

  Business response

  11/18/2023

  This mailbox is no longer in use/monitored.

  

  Business response

  01/15/2024

  With the last email **** had on 12/04/2023, he had asked if everything had been completed, and the answer that was given that everything had finally been completed. There was an issue with some siding that another vendor was fixing and noticed some more siding issues that needed attention. The homeowner asked what was needed and who to contact for that, **** responded to send it into the warranty department. He asked that someone let him know when an email been  sent to the warranty department, so he could check with warranty to make sure they were addressed. Warranty has also sent three emails, to both email addresses to set up the sixty-day warranty review with no response from the homeowners.

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  This is the issue. You fail to address any wrongdoing on your company's part. You fail to acknowledge the complete breakdown in communication, that we had to practically manage and supervise all vendors after closing with minimal to no communication from YOUR employee. YOUR company and employee made ZERO effort to ensure jobs were completed and done correctly and relied soley on us to follow up when errors occurred or vendors didnt show. Yes, by DECEMBER the house was completely finished. What AGAIN you fail to realize and acknowledge is that was 2-3 months AFTER ESCROW CONTRACTED DATE. With no extension or paperwork or mention of work not going to becompleted by CONTRACTED escrow date. You fail to addressthat YOUR company couldn't follow through with YOUR OWN company's policies and contracts. Yes the warranty office reached out, 6 MONTHS after closing for our "60 warrant day review." You do ZERO to acknowledge the phone calls and emails sent to the CFO and warranty manager regarding ALL these issues I have put in this complaint now. Very convenient you want to do NOTHING to solve the problems we expressed in July with ZERO follow up from your management,  but now that we file a complaint with BBB regarding the complete disregard for our home and the process your company followed and CHOSE to handle things, you feel you have all the answers. This issue is not resolved due to your failure to acknowledge your wrong doing,  ill management efforts which were MINIMAL at best after closing, and the complete lack of empathy or compassion regarding the wrong doing of your company to hold up to your contractual agreements. We still feel we should receive some sort of repayment or credit regarding lost wages supervising YOUR employees and vendors. I should practically be paid to be Nick's supervisor and task manager otherwise who knows when your company would have completed the work if we weren't constantly emailing and texting your employees for answers and keeping them on track. 

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

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues identified prior to/at the 11-month mark from closing (on/before Mar ‘22) have not been honored with a permanent fix remedy. At the time, a work order was submitted for a garage door issue. However, that fix seems to have been a band-aid approach as the issue is still ongoing, if not worsened. Another work order was submitted for concrete. Not long after closing and moving in, the garage concrete panels heaved but never “settled back” as the Warranty representative stated they would. We’ve since had our own home inspection completed along with two separate independent quotes for concrete repair and each vendor has stated the issue will certainly not correct itself and is a probable result due to improper preparation (did not pack down dirt) and pouring of driveway/garage too soon after earth had been moved around. In fact, one vendor even stated that this practice is very common with Legacy Homes and the vendor has repaired several similar concrete issues from other Legacy owners and out of their own pocket due to Legacy not honoring the repair. Over two years later after the build and no remedy for our existing concrete issue.

  

  Business response

  09/01/2023

  The customer complaint is being addressed via repairs, surface grinding removing uneven surfaces. This issue or condition does not warrant the removal and replacement of garage floor despite competitor bid or recommendations. Repair scheduled in September. 

  Customer response

  09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: Not one single person has contacted me or my wife about this or any other matter.   Having a vendor show up unannounced with any prior coordination won’t work. We need a notice of when someone will be stopping by to assess the concrete work. We would also like the garage door issue to be reconsidered. Again, this matter was address well before our one year window, but not fully remedied.

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

  

  Business response

  10/03/2023

  Dear homeowner, we have made several attempts to schedule with the last request being emailed to you on 9/2823 @ 9:45 am. Please check your in-box for scheduling also, the concrete vendor is reporting repeated attempts to contact you for scheduling as well. 

  Thank you, please understand the service providers attempt to schedule work inside neighborhoods in groups. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When we first built our house with legacy construction was delayed by several months, because the foundation was dug too far down. Upon completion we needed to have a retaining wall put in which was contracted by legacy. Our retaining wall was built from lot line to lot line, making it impossible to adequately care for that part of the yard. Upon completion of the houses around us we realized we are several feet lower than our neighbors, causing water to run directly through our yard and causing erosion behind our retaining wall, making it unsafe, as well as flooding and eroding our yard. the first contact I made with legacy regarding the issue was July 2022 and I have received emails back promising to send someone out to assess the damage and come up with a solution within weeks. However, nothing has been done and they have ceased all communication. Our retaining wall needs to be fixed, as well as adequate drainage installed in our yard to combat the flooding that occurs regularly when it rains from the runoff from our neighbors.

  

  Business response

  06/14/2023

  Homeowner has been contacted for project review, inspection and once approved planning. As pf 6/12/23 we are waiting on schedule acceptance for review by homeowner. Legacy will follow up to ensure homeowner meeting is held. 

   

   

  Customer response

  06/15/2023

  
  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,
  
  Christina *****

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased my home 5/10/2022 from Legacy Homes and I am trying to get several issues fixed under the warranty program. When I do get someone to follow up they make promises and then nothing happens. I have emailed them several time a week and have not spoken to anyone in over a month,. Below are 3 primary issues that I need addressed asap, 1) I have not heard from ******* ******** regarding my tub. Your email mentioned they would follow up with me after the 23rd of February, 2) I have not heard back from *********** ****** regarding my back door. They said 2 to 3 weeks to get the door and follow up with me. As of Thursday 3/16/2023 it has been 5 weeks. 3) Also, Have you found any information regarding the replacement of the broken sidewalks?

  

  Business response

  04/07/2023

  Mr. ******** requests for warranty follow-ups are being sent directly to the service companies responsible for the repairs. Legacy Homes will continue to escalate his requests to their management teams until this issue is resolved. 

• Initial Complaint

  03/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased the home late Feb of 2021, the home was a new construction by Legacy Homes. It came with a one year warranty on the home. We have emailed, talked on the phone and met in person multiple times throughout for a multitude of repairs (shingles falling off, improper insulation, vents not secured to the exterior of the home, some of the deck work that needs completed, cracked wood flooring, water damage from improper insulation, concrete, spigots not secured,). Those were mostly completed within the one year warranty that ended late Feb of 2022. It is now March of 2023 and they have not completed the concrete work on the driveway, sprinkler leak, and the final work on the deck. We have been told many of times that someone would be reaching out to schedule the repairs. It’s now a year later and the work is not done and they will no longer respond. All emails and phone calls have been saved with promises to complete the work. At this stage, they are intentionally putting off the work and we just need it done. ** **** ***** ** ******* ****** **** ****** ** ******* ** ************ *** **** ** ******* ** *** ******** ******* 

  

  Business response

  03/27/2023

  Customer service issues have been responded to with only a couple of exceptions.

  Customer service needs in regard to remaining items are being addressed by new vendors as a means to expedite services for customer.

  Original vendor provided services were not addressed as per labor agreement with home builder. This failure is outside the home builder's control. 

  Legacy Homes has contracted new vendors to manage these items without passing on any additional costs to our customer.  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is Alex ****** and once again, I'm having to chase you guys around for an answer. My home is located at **************************************** Legacy has removed their phone number for warranty and forces homeowners to use email as the sole method of communication which is just bad practice. No one replies to the emails which are typical. We built our home and closed in February 2021. We have been made promises several times over to have the remaining issues fixed. This is regarding the last few repairs that we turned in before our 11-month warranty was up. Here we are approaching the 24-month post-closure date (next month) and the following items still have not been corrected/fixed: The backyard walk-out patio concrete slab along with the front concrete walk-up to the front door, the repairs that need to be made in the basement from the previous floods. The broken bottom piece to the front screen door. Due to your negligence in your selection of contractors, you have caused our brand-new home to flood over and over every time it rains or snow melts. The first flood occurred 5 days after closing. How absurd is that? This has caused damage to the door frame of the downstairs walk-out slider. which all was covered under the 12-month warranty. I'm not sure what it's going to take to get these repairs completed, but if we need to get several of the legacy homeowners together and contact the media outlets, then we will. I have several email responses accepting that this would be repaired and they have failed to do so. The amount of turnover in less than two years since we closed and three years since we have become this process, is absolutely disgusting, but it's a true reflection of business practices and leaders within your organization. No one cares about people's hard-earned money they poor into expensive hunks of junk. It's truly a disgrace. . Alex ******

  

  Business response

  02/06/2023

  Business Response /* (1000, 5, 2023/01/17) */ A Legacy Homes Warranty representative met with homeowner on 1.12.23 to review his incomplete warranty claims. Legacy Homes is committed to closing out the remaining items. We will pull and replace the two sections of concrete that were previously agreed upon, the concrete work will be scheduled when weather allows. The water damaged baseboards will be pulled and replaced. We have begun the process of ordering new baseboard and replacement clips for the front storm door. Once the materials are delivered we will schedule vendors to complete the work.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home new in August of 2020. As part of our contract, Legacy was responsible for fixing any covered repairs within 12 months of purchase. We had our 1 year walk through in July 2021. Most repairs have been completed, but our concrete driveway has still not been fixed. We've had communication multiple times over the last 14 months via phone and email with a lot of empty promises about getting the job done. The work has not been completed and I have not heard from any concrete companies as promised many times. I would like the work fixed prior to winter so that the cracks and chips we have do not worsen. They also promised to remove multiple rust spots that remain from left over nails that were not cleaned up properly.

  

  Business response

  10/21/2022

  Business Response /* (1000, 8, 2022/10/07) */ We have been in contact with both the homeowner and the vendor responsible for completing repairs. The concrete vendor contacted the homeowner on 10.4.22 and has committed to scheduling repairs sometime in the next few weeks. We will follow up with the concrete vendor on 10.14.22 to get a scheduling update. We have also reached out to the homeowner to clarify the rust spot complaint. We do not have documentation for this complaint. We are willing to attempt to remove rust with acid treatments but cannot guarantee this will work. We are committed to finding a resolution for this issue.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Upon an 11 month inspection of a new home, there were multiple issues that were found that needed resolved. I have had multiple email interactions with different warranty employees in regards to the issues. Even as I attempted to speak with the manager of the department, she continued to defend the departments response and behavior. My first issue that was not resolved was a drainage pipe that was completed by one of their vendors on a weekend. Since you cannot call the company, the vendor proceeded with the drainage system that ran through the front of my lawn with out my permission. This was drainage pipe (tiling) that was ran from the back yard of my neighbor to the south and into my front of property between the water pipes under the sidewalk. When I questioned the vendor that was assigned, the workers ignored me and continued on completing their work. When I informed Shari of this, she ignored my email and said that this was necessary. None of this was communicated to me as a plan. In addition, I have had items on a list from an 11month inspection that the company refused to fix. 1) fix the sod that was damaged by drainage from the home being built above. 2) water test the basement to be sure the crack was fixed by the vendor as negotiated and communicated by legacy 3) Sliding glass door sash replaced due to a crack. These are all items that were on the list. It is now a year later and this was not completed. I have called the vendor for the sliding glass door and they had no information on the door that was to be replaced. This has been an email chain since fall of 2021 with no resolution and everyone blaming each other for not completing the items. I have also asked for invoices for all work completed as the deception of this company needs to be in writing. I have been ignored for this request even tho I have received the invoices in the past. I have also asked about a time frame for a $**** dollar project to be reimbursed and have been ignored.

  

  Business response

  08/05/2022

  Business Response /* (1000, 8, 2022/07/22) */ Legacy Homes has been in contact with the homeowner to resolve these issues. Legacy Homes will repair or replace any sod damaged by construction activity on another lot. We have asked for a photo of the area the homeowner would like addressed. A work order will be issued as soon as we receive a photo. Our waterproofing vendor does not offer a "water testing" service. We would willing to send a warranty manager out with a hose to oversaturate the area around the crack but this is not an accurate representation of how water behaves during a rain storm. If the crack has not leaked since it was repaired than its likely fixed. This has been explained to the homeowner and we are waiting for a response. The patio slider replacement is scheduled to be replaced July 22nd. We have been in contact with the homeowner regarding getting her reimbursed for the rain garden. She has yet to provide adequate documentation that the work has been completed and paid for. Once we receive the receipt of payment we will send it to our accounting department and a check will be issued.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Legacy Homes built a home for me and they still haven't finished my checklist from my walk through in mid January. I still need weather stripping around my garage doors and I've been getting excuses for months about why it's not finished. I signed a contract for this house to be built back in November 2020 so any delays at this point is solely on them and the vendors they are using.

  

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/06/29) */ We have had a supply chain issue with the garage door weather stripping that has affected quite a few Legacy Homeowners. Our garage door vendor has been getting these in but not full orders and they start with first come first serve but also the area they are in they will do more than one if they have multiple. I have called the Project manager in his area and have asked him to expedite all of these installs in *******. We are getting a plan together moving forward and will hopefully have in place soon.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************** was a subcontractor for our builder Legacy Homes. After closing we noticed lots of spacing in our engineered hardwood floors. We submitted a claim and a warranty representative from ***************** came out and said our floors were done by an employee of ********** and done incorrectly and we needed a new floor. Once the owner, Jerry, found out he came out and said we didn't need a new floor even though we had done everything they asked and assured us we would never get a new floor.

  

  Business response

  08/01/2022

  Business Response /* (1000, 8, 2022/05/23) */ The homeowners did note at their 60 day review that there were gaps in the wood floors. We did have the flooring company go out to review them. During that time, it was noted that there were "nicks" in the floor. The homeowners acknowledged that they had dropped items on the floor that caused the nicks. This is not normally covered under warranty because it is regular use of the home, which we do not control. However, the flooring company did fill in the nicks and the homeowners were satisfied with that work. However, they noted "gaps" in their floors. Gaps do occur in wood floors. In the winter the wood shrinks and in the summer it expands. They have to lay the floor to account for this. The owner of the flooring company did go out. He explained that the original tech was inexperienced and that their floors do not need to be replaced. He also took moisture readings. The readings were very low and he advised the homeowners that they needed more moisture to help out the floors. The gaping they noted was minimal. The floors do not need to be replaced. Based on an email from the homeowner on March 21, 2022, it would appear they want to change their floors from their original selection. This is her comment: "Also in the short time we've been in the home we already have huge gouges in the floor and we have not been overly hard on them, just normal everyday use. Since the floor all has to be replaced, and new flooring has to be ordered, would it be possible to upgrade the flooring? We would be willing to pay the difference depending on the cost and color options of the upgrade." There is no issue with her floors and they are not going to be replaced or upgraded per her request. The flooring company shared this industry information with us: Seasonal/Normal Gaps DEFINITION: Gaps that appear between individual boards, opening and closing with seasonal humidity changes. Wider boards can experience wider gaps. Gap size is directly related and proportional to the board width. CAUSES: Most normal gaps are caused by seasonal fluctuations in relative humidity. The floor expands with high humidity and contracts with periods of low humidity. This type of expansion and contraction is considered to be normal and expected with wood floors when exposed to seasonal variations. When wood flooring is installed during dry seasons where relative humidity is not maintained, it is normal to leave internal expansion spaces/gaps (washer rows) within the floor to accommodate for seasonal humidity changes. CURES: Seasonal gaps can be minimized or completely eliminated by using the HVAC system to maintain temperature and relative humidity within the flooring manufacturer's requirements. When conditions are not specified by the manufacturer, maintain temperature between 60º-80ºF (15.6º-26.7ºC), and relative humidity between 30%-50% on a year-round basis. The use of humidifiers during the dry season and dehumidifiers during the humid season will help maintain consistent wood moisture content resulting in reducing or eliminating gapping issues. With internal expansion spaces/gaps (washer rows) that have been built into the flooring system, no remedy is necessary. Consumer Response /* (3000, 10, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The comments made above or incorrect. The order of events is correct. We did note the gaps in our 60 day review. Then the rep from ********** came out and said we needed new floors. At that time, we expressed our concern at the quality of the floors because we had only lived in the house and there were already MANY splits and dents in the floor. WE DID NOT SAY NOR DID WE DROP THINGS ON THE FLOOR IN THESE AREAS. We do not know whey the dents were there. The only thing we could conclude is that the floors are poor quality. And since we had been told that the floors would need to be replaced we asked if we could upgrade them since it was obvious they were poor quality. This quote ... "During that time, it was noted that there were "nicks" in the floor. The homeowners acknowledged that they had dropped items on the floor that caused the nicks " IS FALSE. We never said this. When the ********** owner came out he made up excuses and said we would not get new floors. He offered to fill in the holes. WE DID NOT ASK FOR THIS. The explanation of humidity is not one that should be considered for our home because we have a humidifier added to our HVAC for the purpose of our floors. The owner of ********** even checked the humidity levels and said they were good. Business Response /* (4000, 20, 2022/07/20) */ Legacy Homes has reached out to the homeowner to set up a meeting with all parties involved. We will review the overall installation and look at the areas that showed gapping last winter. The vendor who installed the floor will be required to provide specific measurements for gapping that warrants replacing the floorboard. We will then wait until winter and reassess the gapping. Any boards that meet or exceed the measurement provided by the vendor will be warranted and replaced by the installer. Legacy Homes is committed to making sure that the homeowners' hardwood floor is installed correctly and the homeowners are confident the floor will last for years to come.

*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. ↩