ComplaintsforCelebrity Homes

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased our Celebrity Home May of 2023. We have had significant issues with drainage in our backyard from other homes that have been built behind our property. Our home sits on the bottom of a hill and have experienced unnecessary runoff from the new builds behind our home. Currently, there are two new builds directly behind our property and have significant amount of mud flow that has covered 3/4 of our backyard. The mud has flowed under our established fence, ruining all the sod, sprinkler heads (which are completely covered in 5 inches of mud), landscaping and hardscaping. One panel of our fence is bowed due to several inches of mud pushing against the fence. Our sod was put in July of 2023 and a fence in the same month and year. The new builds behind our property were newly graded with soft soil. Though we cannot help mother nature, no measures were taken to prevent damage to established homes and yards. A black fabric temp fence had been placed along the new build site, however, heavy machinery has ripped most of it down. No drains, no sandbags, no hay bales were used to prevent the damage to our yard and fence. We have 5 inches of mud extending 16 feet from our fence line into the middle of our yard. Our side yard also is covered in mud and trash (gloves, water bottles, nails) from the new build site. I have emailed the Celebrity Homes representative and warranty department three times in the past week (5/13/24) to discuss a resolution and fix but with no responses as of 5/22/2024. I have several pictures and videos of the damage.

  Business response

  05/22/2024

  Homeowner sent me an email the day prior to filing noted complaint.  After her email, prior to her complaint, our Warranty / Construction Teams were contacted to remedy.   I did email the homeowner and informed her that the following process was already underway.   

  Repair existing “mud fence”
  Review sod damage
  Order and replace needed sod placement
  
  The homeowner's complaint noted that no effort was used to manage run off from job site behind her home, then mentions that fencing was placed.   While incorrect about nothing being done to protect her yard, she did mention that Fencing was placed.  With the severe Weather Events of the past few weeks, admittedly, it has been difficult to manage containment in the Omaha and surrounding areas.   At this time our teams are addressing “mud fence” placement and repairs.  Crews were out as recently as of today.
  
  I have also encouraged the homeowner to contact our Warranty Dept directly to address such issues.  They truly wish to help and assist her.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Celebrity Homes (C.H.) has not completely fixed a warranty issue with my home and my warranty will expire in less than 30 days. I bought my house on March 16, 2023. C.H. has warranty coverage of my house for a year after the date of purchase. My warranty expires on March 16, 2024. On July 4, 2023 a sprinkler pipe outside of my house broke and burst water onto my backyard. This happened possibly the night before and I did not see it until that morning. This has caused the ground to settle significantly. I submitted my initial claim and I was CC'd on the work orders sent to the sprinkler company and C.H.’s subcontractor ******** ********** ******. On July 24, 2023 I emailed C.H. for an update and they resent the same work order to **** and CC'd me. July 26, 2023 some people came to my house and filled the settlement with dirt. That same day, I emailed C.H. and asked if the affected area will be resodded and I got an email saying yes. August 8, 2023, still no sod. I emailed C.H. for an update and did not receive a response August 12, 2023, I asked for another update and no response. August 13, 2023, I asked if I was supposed to resod the area myself and I received an email saying "No we will sod it". September 13, 2023, I asked for another update when it will be done and they responded "After they fix the settlement they will resod it". September 25, 2023, ***. emailed me saying they are waiting for the houses behind me to be built before they continue work. December 10, 2023, I asked **** for an update since the house behind me were completed the month before. I was told I was on the list and they will take care of it soon. January 4, 2024, I asked **** for an update and they told me they were waiting for the ground this time to be hard before they can continue work. February 15, 2024, I emailed both C.H. and **** for an update and I did not get a response. February 23, 2024, I emailed both C.H. and ***. again and no response from them.

  Business response

  03/06/2024

  After meeting with our Warranty Team I confirmed that as soon as sod placement resumes, homebuyers sod will be placed immediately.

  We apologize for this delay,

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

   

  Business response

  03/26/2024

  Per earlier response:

  After meeting with our Warranty Team I confirmed that as soon as sod placement resumes, homebuyers sod will be placed immediately.
  We apologize for this delay,
  

  Furthermore, both parties agreed, at time of purchase agreement, to resolve any warranty disputes through specific arbitration.  Celebrity Homes is only responding to this BBB Complaint as a courtesy to the homeowner.  Future responses will be either directly with homeowner or through arbitration. 

  Again, we apologize for delays in getting these issues finalized and will finalize as soon as weather permits.  We anticipate that our vendor will begin cutting and placing sod early next week. 

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

   

  Customer response

  04/04/2024

   
  Complaint: 21342883
  
  I am rejecting this response because: Again, I would like this complaint to remain open until the job has been done to my satisfaction. At this point, I am willing to go to arbitration with Celebrity Home regarding this work order. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently moved into our new home at the end of 2022. We have had a ton of issues since then, including trying to get any help from celebrity corporate. Some house issues include: cracks in the poured concrete (refused to fix), nails popping out everywhere, constant fuse popping when run microwave and oven together, drywall/paint is terrible all around, random boards on side of house left out of place, wrong light fixture color and handrails (had to argue with them to fix it), carpet is subpar even upgraded (already uncomfortable to lay on), missing studs, no insulation above garage or in attic crawl space (that you have to do yourself), trash every outside after the building process (I mean everywhere), things shoved down the vents, **** filled gatorade bottles left in the basement, drafty windows not sealed/set properly, waterlines ran in an awkward way (not as advertised in their models), the whole floor shakes when you walk, cheap appliances (have had multiple work orders put in, twice on the dryer alone within first 3 months), unfinished deck (not sanded or sealed), still have no exterior paint, no sod/grass, no sprinkler system, have gotten multiple nails in tires during construction of other homes on our street, can't hear the doorbell ring upstairs, pour water pressure, garage door is already loud/squeaky, gaps in roofing, nails left all over roof, no sidewalks layed yet, paint splatters on floors and cabinets. There is a reason these houses go up so fast. They are not built to last. Way overpriced for what you get. No accountability from corporate. They threaten you not to watch the work being done on your house, they threaten you not to leave bad reviews, they try to get out of fixing anything. Their areas of new construction have signs saying video surveillance but there is none and their houses are constantly broken into (even by their own contractors who steal), no space between neighbors. The list goes on and on. They do not let me list all the probl

  Business response

  05/30/2023

  Mr ******** closed on his new home in December, 2022.  While he may have copy of agreed upon purchase agreement, I have attached a copy for his convenience.  I have also noted links to our website where he can find:  Celebrity Homes 2-10 HBW Program AND Warranty/Home Owner’s Manual for his files.  (Both were previously sent to Mr ******** and are available on our website)

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

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

  Mr ******** has correctly submitted numerous warranty concerns to Celebrity Homes during the first 5 months he has been in his home.  All have been addressed and remedied.  Pursuant to purchase agreement AND 2-10 HBW Program, both Mr ******** and Celebrity Homes have agreed to arbitrate any issues that the other party believes is not resolved.  If Mr ******** believes submitted issues need to be resolved beyond how Celebrity Homes has corrected them, he needs to begin arbitration.  Again, as both parties have agreed.
  
  However, I will address Mr ********** most recent concerns:  CRACKS IN THE POURED CONCRETE:  As disclosed in Purchase Agreement, 2-10 HBW Program, and Warranty/Home Owner’s Manual, Concrete does and will crack.  The submitted pictures of hairline cracks are not uncommon and are typically caulked and sealed by the homeowner. (if even that)  NAILS POPPING:  This is a common occurrence with new homes and is addressed in our warranty program.  Mr ******** is welcomed to submit these nail pops to our Warranty Team so we can get them addressed.  FUSE POPPING WHEN RUNNING MICROWAVE AND OVEN TOGETHER.  This occurrence may be due to an incorrect “mother board” on either the microwave or oven.  Warranty Team is trying to verify with **.  However, ** is usually in contact with homeowner in an effort to remedy.  DRYWALL/PAINT IS TERRIBLE ALL AROUND.  We received a Warranty Request for a few locations Mr ******** had identified earlier.  RANDOM BOARDS LEFT OUT OF PLACE:  We are uncertain what Mr ******** is referring to with this description.   WRONG HANDRAIL AND LIGHT FIXTURES:  These were issues that have been resolved.  CARPET IS SUBPAR:  We have had numerous comments about our floor coverings over the years, not many where home owners have said, “it is already uncomfortable to lay on”.  MISSING STUDS:  As are all of our homes, Inspection was completed after framing by municipality.  Pursuant to purchase agreement, home is built and inspected pursuant to all local building codes.   NO INSULATION ABOVE GARAGE:  The space above the garage in this design is not a livable space, nor is the garage.   Blown insulation is not placed at this location, however, vertical insulation is placed at living spaces. TRASH AND DEBRIS:   Celebrity Homes makes great attempts to secure clean and safe jobsites.  It is regrettable that too often strong winds occur blowing debris and dust into communities.  We truly do our best to contain and manage those situations. 
  
  The remaining issues Mr ******** notes has nothing to do with his initial complaint, “repair issues”.  He does address not receiving many of his exterior items on his home.  I would encourage him to review our agreed upon Escrow Agreement.  While I can understand his frustrations pertaining these items, we are truly at the mercy of the weather.  It has just been the past 3 weeks that we have been able to truly get crews out to finalize these projects.  (wind has been the biggest issue) 

  Despite Mr ********** concerns, we truly hope he will enjoy his new home.  He lives in one of the most sought after communities in ***** with some GREAT neighbors..... and more to come!

  Customer response

  05/30/2023

  
  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,
  
  Robert ********

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently moved into our new home at the end of 2022. We have had a ton of issues since then, including trying to get any help from celebrity corporate. Some house issues include: cracks in the poured concrete (refused to fix), nails popping out everywhere, constant fuse popping when run microwave and oven together, drywall/paint is terrible all around, random boards on side of house left out of place, wrong light fixture color and handrails (had to argue with them to fix it), carpet is subpar even upgraded (already uncomfortable to lay on), missing studs, no insulation above garage or in attic crawl space (that you have to do yourself), trash every outside after the building process (I mean everywhere), things shoved down the vents, **** filled gatorade bottles left in the basement, drafty windows not sealed/set properly, waterlines ran in an awkward way (not as advertised in their models), the whole floor shakes when you walk, cheap appliances (have had multiple work orders put in, twice on the dryer alone within first 3 months), unfinished deck (not sanded or sealed), still have no exterior paint, no sod/grass, no sprinkler system, have gotten multiple nails in tires during construction of other homes on our street, can't hear the doorbell ring upstairs, pour water pressure, garage door is already loud/squeaky, gaps in roofing, nails left all over roof, no sidewalks layed yet, paint splatters on floors and cabinets. There is a reason these houses go up so fast. They are not built to last. Way overpriced for what you get. No accountability from corporate. They threaten you not to watch the work being done on your house, they threaten you not to leave bad reviews, they try to get out of fixing anything. Their areas of new construction have signs saying video surveillance but there is none and their houses are constantly broken into (even by their own contractors who steal), no space between neighbors. The list goes on and on.

  Business response

  04/18/2023

  As demonstrated in attached documents, Celebrity Homes has not entered into a purchase agreement or post closing agreement(s) with Amber ******.   

  I would be happy to directly speak with our contracted home buyer regarding his concerns.  He can reach me at ************.

  Seemingly, all of Ms ****** issues were either disclosed at time of purchase agreement, which she was not partied to, or remedied by agreed upon arbitration.  

  Celebrity Homes has been building New Homes for our customers for nearly 50 years.  We take great pride in our homes and our service to our homeowners.   Again, if the homeowner would like to contact me, I would be happy to address any issues he may have.

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Never received any response from the numerous emails and phone calls left to handle our warranty issues we had within the first year of living in our home. Multiple items left untouched were mold in leaky windows, concrete ADA issues, broken shower inserts, malfunctioning water heater, incorrect design according to drawings, incorrect products installed and the list goes on and on

  Business response

  03/09/2023

  Homeowner Purchased New Home 11-25-2019.   Closed on New Home 7-27-2020.

  Regarding Garage Door Hardware placed, ******** *** pictures of Homeowner's Home - Former Model Home -  Front Elevation of Plan of Homeowner's Design.   While the Front Elevation of Plan depicts hardware placement as Homeowner describes, builder & trades adjusted Garage Door Hardware accordingly, as depicted in Former Model Home Picture.   At time of Purchase Agreement, dated 11-25-2019, Seller disclosed to buyer, "CONSTRUCTION CLAUSE: ..... Buyer hereby acknowledges that differences in applicable local building codes and differences in individual subcontractor construction techniques may result in variation ins the construction of each home built...... Final inspection and approval by FHA/VA or lender shall constitute certification of completion of the improvements in substantial conformity with the applicable plans, specifications and property standards."

  Regarding Concrete ADA issues.  As best we can tell, the Homeowner is referring to the location where Garage floor meets the Driveway.  Celebrity Homes has explained to the Homeowner on numerous occasions that we, as well as other home builders, have a "floating driveway".  Meaning, in the winter months with hard freezes, the driveway may rise to be the same elevation as the garage.  In the months where there is not frost, the driveway is below the garage elevation.  In this way, moisture is kept from running into the garage from the driveway.  

  Regarding comments about the Homeowner's new home being ADA compliant.  In reviewing noted purchase agreement, we never noted or mentioned the home is ADA compliant or meets certain ADA "issues". 

  Regarding "Mold and Leaky Windows".  ******** *** ALL of the submitted warranty items that the Homeowner has submitted.  There is never a mention to us regarding "mold and leaky windows" perhaps he has submitted something to the manufacturer?

  Regarding "broken shower inserts" and "malfunctioning water heater", AGAIN,   ******** *** ALL of the submitted warranty items that the Homeowner has submitted.  There is never a mention to us regarding  these items, perhaps he has submitted something to the manufacturer?

  As a courtesy to our Customer / Homeowner, we are re-verifying that all work-orders disbursed by us have been finalized.

  Finally, the buyer and seller at time of purchase agreement, 11-25-2019, agreed to terms of ARBITRATION to settle any claims or disputes.  "ARBITRATION AGREEMENT:  Any and all claims between Seller, Buyer(s), HBW and/or Warranty Insurer arising from or relating to the Warrant, the subject home, including the real property on which it is situated, or to the sale of the home, shall be submitted to binding arbitration pursuant to the Federal Arbitration Act (9 U.S.C. 1-16), with your choice of three different arbitration services...."  We strongly recommend that the buyer, if they further believe that we have not conducted ourselves in a contractual manner, remedy their complaint as both parties had agreed.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home from Celebrity and closed on January 28th, 2022. On April 29th, 2022, I reported an issue with a cracked floor in the shower stall of the master bathroom. It took approximately 2 weeks for someone to come look at the shower and decide it needed to be replaced as repair was not possible. After a few weeks of no communication, I reached back out for a status update. The person who came out for the evaluation never submitted the info and had to come out a second time. It took another 2 weeks for this to happen. After the information was submitted, there were several more weeks of no movement. Finally, I received notification on August 26th, 2022 that a credit had been issued from the shower manufacturer. As of today, October 12, 2022, I have been in contact several more times and still have no word on when the shower will be replaced. It is approaching 6 months that I have been without the use of a shower in my brand new home. This is a major hurdle to overcome in a house with 4 people.

  Business response

  12/02/2022

  Business Response /* (1000, 5, 2022/10/13) */ First of all, we truly apologize for this delay. While it is true that there is a back order of materials, the initial order date of this shower unit should have been made MUCH EARLIER. Internally, our Warranty Dept. had thought this matter was being addressed in a timely manner... it was not. Again, we apologize and have made adjustments to assure this will not occur in the future to this, or other customers, moving forward. We have confirmed that the Shower Unit (replacement) has arrived, there were 2, with our supplier. Our vendor, who is to install the unit, is working on their schedule and will contact the homeowner to coordinate placement of shower unit. We greatly apologize for this inconvenience to the homeowner, our customer. Shawn *******, Broker Celebrity Homes

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new home from celebrity homes. I have filed multiple workorders to get repairs done on the property that's under warranty. They keep responding back tell me that they're gonna make the repairs and they have not I have some repairs hanging out for over a year and a 1/2

  Business response

  09/03/2021

  Business Response /* (1000, 5, 2021/08/17) */ Contact Name and Title: Shawn *************** Contact Phone: ********** Contact Email: ******************************** Celebrity Homes has reached out to all of our vendors to get ALL of the homeowners concerns remedied. Of the total 33 work orders that were submitted to our vendors, in maintenance of warranty, here are what remains: 8-11-21: ******* to place washout hay roll 7-20-21: *********** to regrade yard to the south 8-4-21 to the sprinkler heads, property line. 8-11-21: ************** work order from 4-6-21 re-issued. 8- 3-21: *************** work order issued. Exterior paint issues (warranty) ALL of the noted work orders were completely re-issued 8-11-21. While Grading and re-placement of sprinkler heads is a coordinated effort, enough time has lapsed to have completed this project. We apologize to the homeowner for this delay. If there are any other issues concerning warranty items or scheduling, the homeowner is encouraged to visit our website at www.CelebrityHomesOmaha.com to submit concerns.

*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. ↩