ComplaintsforK Hovnanian Homes

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a 1 year walkthrough where they came to fix problems after building our house. They said that they would send people out to correct the issues, and have been ignoring emails and have not sent anyone out.

  Business response

  02/12/2024

  Hello BBB,

                       This is not DELAWARE BBB item as we in DE Division cannot respond clearly as we do not have access to this home in Ohio.

  This should be sent to their local BBB and thus the correct Division can reply in or around Ohio. 

  I hope this helps,

                               Robert 

   

  Business response

  02/22/2024

  We have reached out to the owner a couple weeks ago and addressed all his concerns except for the sidewalk which we will in the spring.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a house built by K.Hovnanian which closed in April of 2021. Since day one we have had many problems. They did not fix many of the issues, we ether fixed ourselves or paid to have repairs made. The remaining problem is the grade of the yard and the frequency that the sump pump runs after even the slightest rain. The yard was not graded properly before the lawn was put in, I have had the city engineer here, and he checked it and it does not meet to topography map I was supplied by the builder. He agreed that the sump runs far too often, as frequently as every 20 seconds during a rain and runs for days afterward. The builder has told us that our grade was approved by the city, but I have talked to the city repeatedly and they say they have not approved this lot. The original sump pump failed at 18 months, even though it was warranted for 6 years. The plumber who replaced it, said they are not intended to run as much as ours does. I understand that the builder may respond that our home is out of the warrantee period, but I have emails going back 18 months telling us they will correct this issue, have told us dates they will be here, but we still have the same issue.

  Business response

  08/11/2023

  An emergency request was submitted to our service department on 12/31/22 concerning the sump pump. We dispatched a plumber and verified there is no installation error in the plumbing system or failure related to the installation of the sump. If there is a defect or premature failure associated with the product, this would need to be handled between the manufacturer and the homeowner directly. 
  This is not warrantable condition and falls under the consumer product exclusion. 
  
  For the grading at this home, the city had provided us an email in December 2022, which I also sent to the buyer, indicating that the final grade has passed for the lot. To eliminate any confusion on this matter, an additional request for verification was sent to the City on Monday 7/31/23.
  
  We have offered to seed the bare spots again but have been refused access at this time.
  
  See attached exhibit explaining the standards for drainage and ponding.

  Business response

  09/21/2023

  We have requested that the landscaper touch up your side yards and overseed the rear yard.  These should be taken care of in the next two weeks.  Please keep all communications with the warranty team in writing.

  
  If you have any other warrantable items please send them to our customer service department.

  
  The K. Hovnanian Call Center is open Monday-Friday 7:00am ET – 8:00pm ET.
  ·  Phone: ************
  ·  Email: *******************

  Customer response

  09/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  To K.Hovnanian, I am responding on Friday, September 22, assuming you receive this communication by Monday September 24, this work is expected to be completed by October 9. The two weeks you offered to have work completed by. Please contact me directly by email by Wednesday September 26 with your expected schedule

  Regards,

  **** ******

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

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  K. Hovanian hired a landscaping company who last year who mowed the lawn when the ground was too soft, breaking a main pipe to our irrigation system. They discontinued the contract with this company and now have a new landscaping company. We were made aware of the damage that was caused at the end of last summer when the system was being winterized and was told to place a work order. We did that and it was ignored. Now they are refusing to repair the damage caused by their contracted service because our 1 year warranty is up. This should have nothing to do with our warranty. This was damage caused by the landscaping company and they are now refusing to repair. They quoted us $600-$800 to fix when we were in no way responsible for the damage.

  Business response

  06/19/2023

  This customer is referring to the HOA contracted mowing company that is not affiliated with K. Hovnanian Homes. 

  This issue was presented to the K. Hovnanian service dept. and we referred them to the HOA as the damage is not a warrantable item. 
  
  5/22- My service technician and irrigation contractor completed an onsite inspection and found that the damage associated with the irrigation box was NOT due to faulty equipment or inferior workmanship. The box was damaged from something (dare I say someone) with a significant amount of weight as it was "pressed into" the piping, crushing it. 
  The homeowner was notified of this information and no further action required from a builder perspective. 
  
  The homeowner will need to escalate to ******** ********** for any further assistance. 
  
  

  Customer response

  06/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  Susan **** 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a home through KHovnanian Build on Your Lots division. While the overall construction went well, and we have no significant complaints about the house itself, we received a stop work notice from the county after closing. It turns out that Khovnanian did not meet their contractual obligation to obtain a Stormwater/Soil Erosion Control Permit as required in both their own contract, and as required in Lorain County. Upon notification of the issue, we reached out to Khovnanian who essentially told us not to worry about it, and it was minor...they would take care of it. Four months later, after numerous phone calls and emails...which often were ignored or took up to 3 weeks to receive a response... we were told "sorry, Khovnanian has done all twe can to help at this point", you are on your own. In the last 30 days, I have made more progress on solving the matter than their permitting division did over 4 months. As it turns out, had the permit been filed as required, pre-construction, the issues we are working to mitigate now could have been addressed signiificantly cheaper, and with much less stress and anguish. Additionally, multiple attempts to receive an escalation point we can talk to at Khovnanian have been met with silence. In short, Khovnanian did not meet their contractual requirements, which have resulted in significant expense to rectify after the fact, and have washed their hands of the matter, going silent.

  Business response

  05/18/2023

  To whom it may concern,
  
  At the time of the building permit inquiry, we were advised by both Lorain County and the City of Grafton, that there was not a Stormwater management in place or needed.
  All permits were issued, with no mention of stormwater, and construction begun on 4/28/22. We continued with construction and closed the home on 10/21/22 and the HO moved in shortly after.
  It was not until December 2022, that we were contacted because the neighboring property was being inspected for construction.
  A ******** ******* reached out, saying the **** ***** had issued a stormwater plan in that community of Timber Creek.
  At this point the home was closed for several months and we informed the Homeowner that we would help with what we could.
  We completed the first of three permits with the Ohio EPA via the online portal, we submitted the other two permits to Post Construction and Pre-Construction to Lorain County Engineer and **** *********. They needed future information regarding the site plan that outlines the soil disturbance, location of structure, setbacks, and a full set of plans including a SWP3.
  They also were asking for a professional layout design for the water quality pond, all of which is the Homeowners responsibility.
  Since the Homeowner is responsible for these tasks/cost, we went as far as we could and turned it over to the homeowner to complete.
  This is all out of the scope/contract of KHovnanian, and since it is the Homeowners property, it is his responsibility to complete.
  
  Thank you,
  **** *********
  Director, Construction Services

  Customer response

  05/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I appreciate that your team is now telling you they contacted both Lorain and the City of Grafton regarding our permit requirements and would appreciate any documentation that you may have regarding their written responses including the date, method of contact and whom at the county specifically responded.   It is interesting that our property is not located in the City of Grafton so any response from that city would be irrelevant…our property is in Eaton Township.  Additionally, I have written correspondence from your team confirming that they never talked to anyone at Lorain county regarding permitting for our property.    It maybe worth your time to review all their email and text correspondence on the matter back to December when the county brought this to our attention.

  It also is worth noting that the county was/is well aware of the requirements and has been working closely with several other builders on our neighbors lots.   In speaking to those builders the county was well aware of the requirements for our lots at the times they started building and was very helpful to them in the permitting process, as they have been with me since your team “washed their hands of it”.   Once again, your team confirmed for me they didn’t talk to the county, or they also would have known that this requirement for these lots has been In place for several years and would have been known to anyone seeking a permit application for a property over 1 acre in a Lorain county township as is required.   

  As to responsibility, I notified your team, and confirm again that the contractual responsibility and the cost to install the water pond is mine and I am now in the process of doing so.  My issue is that Khovnanian did not obtain the contractually required permit, which resulted in significant expanse on my part for land grading and drainage, that is now out of compliance and needs to be redone.   Had Khovnanian obtained the proper permit at the proper time, as contractually spelled out, then I would not be incurring duplicate expenses redoing work that was not in compliance due to the missing permit.  Additionally, because the permit was not obtained, I am now going to have to add an additional feature beyond a single water quality pond to bring my lot into compliance.    It should be noted that the original work that now needs to be redone/replaced was done by a KHovnanian referral.

  Regards,
  
  Steve **********

  Business response

  05/22/2023

  To whom it may concern,
  
  I reviewed your schedule A and the schedule A2 Revision, and both have you listed as the City of Grafton. This is information that you gave us.
  Also, please see the attached, per your request, the approval under the EPA and both Pre-construction and Post-construction applications.
  As stated earlier, since this is the Homeowners responsibility on both design and cost, we have helped as far as we could go.
  K. Hovnanian Homes will consider this concern resolved and no further action will be taken.
  
  
  Thank You,
  
  **** *********
  Director, Construction Services

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new home with Khovanian and have experienced the following issues. Wavy drywall very noticeable in natural light, ceiling lifted and drywall split and caused a hole in the ceiling, windows getting condensation on the inside and causing water damage down the wall, top corner of dry wall covered in silicon to “fix it” then painted over and said it was corrected, door handles randomly fall off, 4 different doors total now. Different colored siding, plus many other issues that the company said are “normal” and they don’t cover it. 5 other neighbors in the new neighborhood all are experiencing similar situations with their new homes. Litigation has arose but it will invalidate our warranties and we won’t get the fixes we deserve. When signing to purchase the home we were told we had our own mail boxes. This turned into a community mail box which hasn’t been installed in a timely manor and caused our mail to stop being delivered. Forcing each family to make daily/weekly trips to the post office until Khov corrects the issue. We also have to now purchase the key for the community box. Additionally, we had the site manager degrade us in front of a city worker. This was all due to our concern about our water spigot being so close to the gas meter our knuckles scrape it. Khov referred us to the city to see if we could have them move the meter. The city worker went to speak with the site manager at his own free will to help try to get this resolved and then the incident occurred. The city worker came back and was appalled at the site managers unprofessionalism and told us how he bad mouthed us multiple times. I wrote the site managers boss an email about this situation and my email was completely ignored. This is hands down the worst experience I have ever had when dealing with a company. This was supposed to be our dream home after leaving the military and instead it’s turned into a nightmare.

  Business response

  04/22/2023

  Dear BBB,
                      This is DELAWARE Division of K. Hovnanian  and we do not have access to this lot.
  
  Please have this submitted to local BBB for this area.
  
  Thanks,
  
  ****** ******
  Director, Homeowner Service
  K. Hovnanian Delaware Division, Inc.
  2499 South DuPont Blvd, Suite G
  Smyrna, DE 19977
  ** ************ ** ************ **************** * ************
  
  
  
  
  The Better Business Bureau
  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  ****** ****** **** **** ** ** ********** ** ***** ******* ****** ***** ******** ******* *************************
  
  
  The details of this matter are as follows:
  
  
  
  Customer’s Statement of the Problem:
  
  Purchased a brand new home with Khovanian and have experienced the following issues. Wavy drywall very noticeable in natural light, ceiling lifted and drywall split and caused a hole in the ceiling, windows getting condensation on the inside and causing water damage down the wall, top corner of dry wall covered in silicon to “fix it” then painted over and said it was corrected, door handles randomly fall off, 4 different doors total now. Different colored siding, plus many other issues that the company said are “normal” and they don’t cover it. 5 other neighbors in the new neighborhood all are experiencing similar situations with their new homes. Litigation has arose but it will invalidate our warranties and we won’t get the fixes we deserve. When signing to purchase the home we were told we had our own mail boxes. This turned into a community mail box which hasn’t been installed in a timely manor and caused our mail to stop being delivered. Forcing each family to make daily/weekly trips to the post office until Khov corrects the issue. We also have to now purchase the key for the community box. Additionally, we had the site manager degrade us in front of a city worker. This was all due to our concern about our water spigot being so close to the gas meter our knuckles scrape it. Khov referred us to the city to see if we could have them move the meter. The city worker went to speak with the site manager at his own free will to help try to get this resolved and then the incident occurred. The city worker came back and was appalled at the site managers unprofessionalism and told us how he bad mouthed us multiple times. I wrote the site managers boss an email about this situation and my email was completely ignored. This is hands down the worst experience I have ever had when dealing with a company. This was supposed to be our dream home after leaving the military and instead it’s turned into a nightmare.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Get the repairs, missing items and professionalism we deserve
   
  View Communication History for this Complaint
  What is the next step?
  The Better Business Bureau is awaiting your initial response with regard to this complaint.
  Respond to this complaint
  
  
  
  For ALL NEW Warranty Requests e-mail *******************
  For ALL Emergencies call 1-877-832-6231
  

  Business response

  04/28/2023

  Every new home that we build comes with a limited warranty.  We have a staff of service managers that will go out and meet with the homeowners to review any issues with their new homes and assess if the items are warrantable or not.  Some items are covered under a manufactures warranty.

  It is typical for new homes to have some drywall cracks appear in the first year and we will come back typically once during the year to fix those.  I understand that we have scheduled a service call for this issue next week.
  

  The windows were installed properly and are operating as designed.  New homes will typically have condensation during the first year and this was explained to the homeowners.

  We have not been contacted about any issues with door hardware. 

  The siding issue is a manufacturers defect and is being worked on by the manufacturer and the installer.  We are keeping an open item in our system so that we may follow up with the manufacturer until the siding is repaired or replaced.
  

  K. Hovnanian was buying finished lots to build the homes on.  We were told by the lot developer that the homes should have individual mail boxes.  The Post Office would not allow this and demanded that cluster boxes be installed.  After the failure of the developer to install the boxes, we bought the boxes and had them installed.  We provided the keys to the Post Office as required.

  The water spigot is installed per plan and will not be moved.
  

  When we receive reports alleging misconduct or inappropriate behavior, we address these issues internally.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Construction on our K. Hovnanian house was completed 1/31/2023 and we moved in 2/17/2023. Since then we have had several issues in this short amount of time but our latest issue is our shingles. We had shingles come off of our house 3/25/2023. We did have high winds that day, but the shingles are rated to withstand 110-1135mph winds and the winds were not that high. We contacted the warranty department and they sent a tech out today 3/31/2023. The tech did not even get on the roof to do an inspection, he simply told us it was wind damage and that their warranty would not cover it and that we would have to file a claim with our insurance company. We still have shingles that are flapping on the roof in minimal wind. Since we moved in, anytime there is any bit of wind we can hear a loud flapping noise above the master bedroom where the shingle damage is located. We kept hearing the noise early on but didn't realize it was the shingles until we saw the damage. We have video from Saturday showing these singles flapping in the wind. This should indicate that it is improper installation, not the wind. We expressed concerns early on with the CM about the shingles sitting bent over the ridge cap of the house for over a month before they were installed (which damages the shingles). They also were installed in late October so they have probably not fully adhered yet, making it even more important for them to be nailed on correctly. A previous complaint on this site had the same issue and the company sent someone out to inspect their entire roof and make sure it was installed properly. The company will not even send someone out to get on the roof and do a full inspection. It's ridiculous that we have lived in this house for 2 months and shingles are already coming off and still flapping in the wind. We should get a thorough inspection of the quality of the installation and the company should come out and fix the areas with flapping and missing shingles.

  Business response

  04/03/2023

  We understand the owners frustration in this concern. Unfortunately we can not be responsible for high wind gust that we had experienced. There were many homes through out Ohio with wind damages and power loss.

  This is beyond any builder control and is not covered under the limited warranty. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife,Amber *****,and I contracted with K.Hovnanian to construct a new home for us.Since the roof of the home has been installed @ October of 2022 it has had to be repaired 4 times.Twice since we've taken possession on January 27th of 2023,the last incident occurred on Friday March 3rd with quite a number of shingles blowing off,allowing water to enter our kitchen area through a light fixture. K.Hovnanians initial reply to our request was that we'd need to call our homeowners insurance they wouldn't warranty the home we'd signed on 5 weeks prior.Mind you they'd been out 3 weeks prior to this to fix another area of the roof in front of home and had to call the roofers out twice during construction to patch faulty shingles previously. They relented and sent roofers out on Monday March 6th to patch a large area on rear of home.They did patch it,doing a terrible job and ignored the shingles sticking up like porcupine quills on west side rear roof. We've requested a sit down or phone consultation with K.Hovnanian reps via email,text and phone to resolve this. After picking up shingles that had blown off last time,it became apparent that shingles were installed improperly with missing nails,nails outside of nailing flange and apparent shoddy workmanship.We have forwarded pictures of this to K. Hovnanian reps and are requesting a tear off and replacement of whole roof due to faulty workmanship and less than best practices in windproofing the roof to manufacturers specs of 110 mph and 135 mph when nailed in a wind pattern. As of today,there are more shingles on front of our new home flapping in a 16 mph breeze.We request help in resolving this issue. Regards,**** ******* *** ***** *****

  Business response

  03/22/2023

  Our CCM has physically inspected the roof and although it is up to the GAF standards, it is not up to Khovnanian standards/Scope of Work. We will be sending the roofer back to this jobsite and going over the entire roof making sure each shingle is nailed to our Scope of Work.
  This will happen weather permitting.
  Thanks **** *********

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our new construction K. Hov. home on 8-31-11. Nothing out the ordinary (nail pops, a few settling cracks in the drywall ) the first year. The 5th year into our 10 year warranty I placed a service call for a wet sill plate in the basement and the roof over the porch was starting to sag. The tech that came to the house said the moisture on the sill plate was simply condensation caused by air penetration and told “me” to tighten the anchors that go into the block up ( which I did ). The porch was sagging due to the structural uprights where cut too short so they toe nailed them in and the beauty ring covered the air gap and eventually the trusses bowed down due to no support. That was simply cosmetic and was not going to be fixed. The sill plate never did dry. 5 years later I decided to pull a piece of siding off the starter strip and found a rotten sill and the chimney rotted out. Called Canton Khov and described my issue, the one they refused to even investigate, and they promptly told me the home was out of warranty by two months and hung up the phone. Since I was on my own I further invested and found large areas with no home wrap, not tapped around the windows and not tapped on seams to the manufacturers directions. Found 3 roof leaks where the gutter had pushed through the shingles on dormers and absolutely NO flashing around the chimney. We had to remove all the siding which was not salvageable because the sub contractor used staples and where so tight half of them broke through the tabs of the siding. The whole had to be re house wrapped, sided, Soffit, fascia and gutters with roof repairs. Oh the basement concrete was poured and the thickness only ended up 1-3/4” thick. Says right in the specs 3-1/2”. The issues I incurred was poor craftsmanship not age related.

  Business response

  01/05/2023

  I  explained to Mr. ******* that his home is 12 years old and these items are not covered under the limited warranty guidelines. It appeared that the seal plate and band board had shank and caused some separation which happens over time. We then started getting more items called in after the denial of the band board. I explained once again that these items are not covered.

  Thank you 

  Customer response

  01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The question I have, is why we keep dancing around the REAL problem with the home. Why am I experiencing these problems after ONLY 11 years? I have contacted you before the warranty expired, you did nothing.  I contacted you after the warranty, you did nothing. Is this normal business practice for your company? Your excuse to the home has been "modified" before the report is irrelevant to the matter. The home had to be stripped to see the extent of the damage caused by poor workmanship and improper material installation per manufacturer directions. ]
  
  Regards,
  
  ***** *******

  Business response

  01/24/2023

  As we have stated in are last response no further action will be taking in this concern.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Built a home with K. Hovnanian builders in 2021/2022. We pointed out issues during the build process and we were assured they would all be fixed and anything else we found we were told we could place a service call for. Even items their inspector pointed out, have not been fixed. We had to have them come out 3 times to fix the Glass shower doors which were hitting each other and the stationary shower glass was loose. The shower base is scratched and it is also very slippery to a point where someone is going to slip and fall in the shower. They say this is there "Standard shower base". Our exterior doors have not been painted or need repainted due to the inadequate paint job. The painter/finisher they used was terrible. Missed spots when painting, sloppy with paint, and didn't properly fill cracks in baseboards prior to painting. Plaster or paint was throw out the front door during construction and got on the stone work on the front of the house, they never cleaned that off. When we call for repairs they will only send someone our at 8 or 9am when both of us have to work, so I have had to take 3 days off work for them to keep coming out to fix and refix things. The service department just keeps telling us that someone will reach out to us. We can't get them to send anyone out to fix and finish the painting.

  Business response

  09/27/2022

  Our Homeowner Service Team visited this home last week to adjust the shower door.  The ****** felt the shower base was slippery and wanted something done. Our Homeowner service team explained we are not the manufacturer of the unit and they all are the same.  There is not a defect and no action taken.  All interior and exterior painting was complete at delivery of 3-31-22 and now they are not happy with the finish.   This was not an issue at delivery and no action taken.  Our Director of Construction spoke to Mrs. ***** on Friday to explain our position and has our Senior Community Manager meeting her 9/30 to touch up the front door as a courtesy.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are problems with the k hovanian house that was built a few years ago. The concrete on the front porch started chipping within the first couple months of living here. K hovanian and their management company ******** Management was alerted immediately and said that nothing could be done. “This happens, ” is what I was told. The chipping continues to get worse. The sump pump and electrical box that it was plugged into was not set up correctly. The sump pump needed to be rebuilt and the electrical line rewired in the second year of living here. I had to hire a plumber and electrician to do this. This caused the entire basement to flood. Smaller issues around the house that I was told would be fixed on the “1 year walk through” we’re never fixed.

  Business response

  04/21/2022

  Home closed 9/26/2017
  
  The first instance of the homeowner bringing concrete issues to our attention was on 3/26/21 at that time the denial was supplied by the HSM. I have attached the email that was supplied to the buyer as it appears to be due to a lack of proper sealant. Photos of the spalling have been attached as well for reference.

  
  Secondly, the homeowner never reported issues with the failing sump pump to allow us a proper investigation or inspection of the failure. Because of that, they failed to follow procedure by reporting to the Call Center as well as failing to follow the PWC warranty regarding completion of emergency work by a 3rd party contractor.

  
  Lastly, the homeowners 11mo services were carried out by the HOS team back in March of 2018 (3/26/18). Attached is a copy of the service request that was submitted by the homeowner and the work submitted was fulfilled by the HSM as well as the trades assigned. The homeowners signature is on file for the completion of this work.
  
  
  Please let me know if you need anything additional at this time.

   

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

  
  

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