Customer ReviewsforLegacy Homes Omaha, LLC

I had a terrible experience building with legacy but that is not what this complaint is about. After I signed on my house I had a meeting with their head of warranty and customer experience and the superintendent. The head of warranty and customer experience was the rudest person I have ever dealt with, her name is Shari. Told me that if I was not happy with my house she would talk to the owner and they would probably be able to buy it back from me. Also everything I showed her that was wrong or I was unhappy with she replied with that is nothing, not a big deal, that is how my house is. As she was leaving we informed her we would start the process of moving forward which meant filing complaints and contacting a lawyer, which I will still be doing. At that time she made sure to inform me the owner was a lawyer and he would be more than happy to deal with this. We told her to have him call us. Instead they sent one of their employees over for the next two days trying to fix some of the issues. After she left I called legacy corporate office to complain about her treatment and behavior. I was told someone would be calling me back. A month went by and nothing so I called back. I was told by this individual he would follow up with my no matter what in 48 hours. It has now been a week since then and nothing. The company does not follow through and does not care how customers are treated. I was willing to give them time to at least call me back but they do not have the decency to do so.

It is unfortunate that Amanda feels this way. We went over and above to address cosmetic issues with her home. She closed on her home on January 18, 2022. On January 23, 2022, she began emailing our production team demanding immediate attention on items that she deemed were urgent/priority items. Our production team let her know that some of our vendors were facing staffing and supply issues due to Covid. None of the issues she documented, prevented her from living safely in her home. As stated in our warranty manual, we "cannot build a 100% perfect home". Some variations will occur. We will address them as they come up and will make every effort to work with our vendors to have them completed in a timely manner. At the time warranty was involved, Amanda was so upset that she told us "she could not sleep at night". She also told the real estate agent that she just wanted to give the keys back. When warranty did visit her home, the following issues were discussed with Amanda and another lady who was in the home with her.

These were the issues she was concerned about:
1. The shower curtain rod broke when they hung bath towels over it. We immediately asked our vendor to supply her with a new curtain rod.
2. She had a cracked window and was concerned that her front door was not closing correctly. We had our vendor out to review these items. Warranty did not note any issues with her door directly. It did shut tight, which we want it to do and it has new weather stripping. Her concern was that the door was crooked but the reality was that the trim was crooked, making it appear the door was not hanging correctly.
3. She needed to have her kitchen sink caulked and to have a small crack under the cabinet repaired. In addition, there were small holes inside the cabinet that she wanted repaired. The vendor was taking care of these items.
4. The basement door had nails sticking out that needed to be fixed. This was fixed by a member of the warranty team.
5. She had a small drywall repair, under the basement stair railing that had not been painted. This was fixed by a member of the warranty team.
6. She had concerns about her floor squeaking in her bedroom floor. I asked her to please hold these for her 11 month review as a new house does settle and we only address these issues once per the warranty manual.
7. She was upset that we had not cleaned the dirt off the driveway before she moved in to the home in January.
8. They did not like construction materials left in their yard. A warranty team member picked up what he could in the yard. Some of it was still frozen to the ground. In addition, he also shoveled her sidewalk where there was still snow on it.
9. When the vendor came out to fix some stone on the front of her home, she was upset that they left a "dirty" bag of grout on her front porch.
10. She felt that water was pooling next to her foundation on the back of her home and that it would end up in the basement. I assured her that the pooling was just snow that had melted and refroze ( the back of her home faces to the north and this will be an issue every winter). In addition, she has a waterproofing membrane around her foundation and drain tile that prevent water from getting in her basement. This was not an issue.
At that point, she stated how she was unhappy and could not sleep. I told her I would be happy to speak to the owners and see if they would buy the house back because we want people to love their home. At that point, her and the other lady in the home, because very angry and disrespectful towards the Legacy staff in the home and threatened us with legal action. One of our owners is an attorney and does deal with any issues of this nature that do come up. The issues that were reviewed on January 26 were cosmetic in nature and were addressed in a timely manner.
Her biggest concern is that she was unable to put in a fence because we were unable, in January, to grade her yard, put in the sprinklers and put in sod. These items were escrowed and will be completed, weather permitting, this spring. It was stated in her purchase contract that fences can not be put in until those items are in place. We realize this is an inconvenience but we are not able to complete those items during the winter. There are several homeowners in her neighborhood with the same situation.
I am not aware of any messages regarding her calling in or who she spoke with. She just turned in her 60 day review and there were only 3 items that she listed as being issues. Nail pops, floor squeaks and her driveway. These will be addressed by a warranty field manager.

I did not post all the other issues I had because legacy was fixing them or promised to look at them. However, I had many issues during the entire building process including being told each time by Brittany that the house would be done no later than November. She promised I wouldnt need a place to live past then. That date changed until I was finally able to close in January. When I brought forward an issue with my island I was first told I miss understood and it was either leave it how it was or having to push back my close date. I sent the proof to Brittany and then I was finally able to get the island design I chose. You might have thought they were small issues but I waited a year for this house and spent a lot of money on it. I expected your company to actually care about the product you deliver. The finish work on the house was rushed and your superintendent Ty even admitted that. I also had signed documents from the title company that said those cosmetic issues would be taken care by a certain date. They were not and that is why I started emailing and calling because Ty was not getting anything taken care of. Shari walked in my house for the meeting and immediately was defense and telling me the issues with my house were not a big deal. She tried to over power me and talk down to me. That is not good customer service. The squeaky floor was brought up during my first walk through. Yes I was upset about the fence and every other issue I found that had not been taken care. I had mentioned the fence several times to Brittany and Ty but no one told me I could not do that. There was direct all over the front of the house, nails everywhere and your contractors left things behind. It felt like the only reason your company did the things they did not me was because I am a young single women. I came out to the house every week during the building process, I saw how fast other houses were completed and also how the outside looked like when you were done. I hope those houses were actually clean when they moved in since mine was not. Again it was rushed since when I came for my final walkthrough they showed up to start cleaning about 10 min in. I love the design and layout of my house but my experience with legacy has been horrible. It started off great during the design phase and working with Abby. After Abby left it went down hill.

Yes, Legacy has gone through a number of changes over the past year with new owners and almost complete turn over of staff. In addition, supply chain issues and covid have affected our vendors ability to get materials and provide staff to complete the work that needs to be done in building a home. We do not have control over all those things but understand it is frustrating for our buyers as well as for Legacy.
We are doing what we can at this point to address her concerns but they need to be in writing to us per the warranty manual and they will be addressed as the vendors are able to schedule them.

Very disappointed. We were so excited to build with Legacy, promised empty promises that they would honor and respect our home warranty, but when we pointed out the paint chipping on our gutters and garage according to Merlin are not part of the house. Last I knew those things are, I'm no home builder, I only work in the medical field so what do I know?'!
They also had trees planted in the neighborhood in peoples yards. Trees have warranties; Lanohas trees have warranties, when we reached out to Lanoha they said Legacy would have to contact them for us. We contacted Legacy it has been a few weeks now and we have heard nothing. Since we have already paid them, our concerns mean absolutely nothing to them. Now we are
Stuck replacing a tree that we have to pay for because Legacy will NOT STAND BY THEIR WORD! Which is fine, things could be worse, but it's embarrassing having to pay for a house with chipped paint, and a dead tree that Legacy will NOT take care of even though it is their responsibility. I would go with ********** or a custom home builder. Bob the Builder could have done a better job. Very frustrating

We are very sorry to hear that you are disappointed with your home. I do see that you closed on your home in December of 2018. We did have painters out at your home in the spring of 2020 to touch up your foundation and your gutters. Unfortunately, with our weather extremes in this part of the country, the exterior of our homes do take a battering and it is up to the homeowner to maintain their exterior.

And yes, we did plant trees for the homeowners in your neighborhood and those trees were provided by Lanoha. However, Lanoha only provides a one year warranty on trees. If it was planted over a year ago, it is the homeowners responsibility to replace the tree per your HOA/covenants. I apologize that we did not respond to your email, however, I did check with several people in our organization and we have not received any emails from you.

If you have other concerns, we encourage you to use the warranty form on the Legacy website to reach us directly.

Thank you for reaching out and apologizing, but we did call you guys and we were promised someone would get back to us. They never did. This is the quickest you have responded to us, so thank you kindly. And yes you guys did brush up on the chipping paint, but there is a certain process and some steps were skipped by the company you contacted out too. It was also very disappointing how your home warranty representer was talked down to us. Thank you for your efforts and understanding that these are no longer your problems but hopefully quality will be more important then quantity and time going forward to your next customers.
Again thank you for getting back to us ever so promptly this time.