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:09/20/2024

  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.

  We moved into our home in May. We have warranty issues that have not been fixed. One of them that is 144 days old. We also had our backyard dug up and trees planted on our property without our knowledge or permission. Since they are on our property and took up a portion of our backyard we will be removing them. Which will cost us money.

  

  Business Response

  Date: 10/03/2024

  After talking to our warranty department and superintendent in the field, the metal around the garage door still has not been addressed by our siding vendor. Our super is reaching out to them again today to see why this has not been completed. Warranty has informed me at this time that is the only outstanding item we have at this time. I do not have a good answer of why it has taken this long. That is on us, and I do apologize for that. The issue with the installation of the trees in the back yard is from an agreement the SID has with the city of Gretna. Legacy Homes has not initiated nor supplied or paid for any of these trees. There is an eight foot utility easement on the back of the property , and the trees are installed at eight and half feet from the property line to stay beyond the utility easement. The SID is paying for and installing the trees per their agreement with the city. The streets that are scheduled to have trees installed are Giles and 180th Streets. To my knowledge, these trees have been installed on both streets. The SID is a tax entity that collects the taxes for this area and is also responsible for the area improvements . They are the responsible party for the trees.

• Initial Complaint

  Date:11/07/2023

  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.

  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

  Date: 11/18/2023

  This mailbox is no longer in use/monitored.

  

  Business Response

  Date: 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 Answer

  Date: 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

  Date:08/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/14/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/27/2023

  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.

  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

  Date: 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

  Date:03/06/2023

  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.

  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

  Date: 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

  Date:01/06/2023

  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.

  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

  Date: 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

  Date:09/23/2022

  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 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

  Date: 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

  Date:07/07/2022

  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.

  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

  Date: 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

  Date:06/28/2022

  Type:Sales and Advertising 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.

  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

  Date: 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.