ComplaintsforK Hovnanian Homes

• 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.

   

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

  
  

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company comes out in certain times 90 days 6 months and 11 months or any type of warranty work if there's an emergency then you can contact them any other time. I found a gouge in my floor after the 90 day warranty and I consider that not a say emergency so I waited for the 6-month inspection and after waiting for them to come out now it's too late now it's not under warranty which I was told the whole place was under warranty for one year. They have been very rude with me and the gentleman told me that if my house falls down within the half inch limit it's not under warranty and this is the company that just took $320,000 out of my pocket they will not warranty the floor with the gouges in it because I did not contact them earlier and which they stated to me I cannot contact them unless it's an emergency where am I supposed to go from here

  Business response

  01/19/2022

       On 1-7-22 I sent our tech to *** ***** home to repair six concerns he turned to be addressed. One of the items were gauges in the floor (see attached photos) and my tech explained that this was not covered per the warranty guidelines.
  
  *** ***** then called me and I explained that this was not noted at the time of closing 6-30-21 or was it on the Quality Standard inspection that was performed prior to the closing. We also addressed six items he turned in on 10-19-21 and the flooring was also not noted then.
  
  *** ***** told me the reason he never saw it was because he had a rug overtop this area. I once again explained it was not covered do to it being reported six months later and is considered homeowner damage.
  
        We will not be addressing this concern and are considering it resolved.
  
  ***** ******
  K. Hovnanian Build on Your Lot Division, LLC

  Customer response

  01/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again I found this after *** left on the first visit. Yes I do have a rug down close to the entrance to the master bedroom where this is. And again it was stated if you fi d so.etjing wrong with the house please write it down and give to us when you send it for next visit unless it is a emergency. That's just what I did. You know I have had problems with this company do any warranty. They stated when the siding was falling off as long as ut is with in a half of a inch then it's fine? I feel if the siding is falling off its because something g is wrong and it need fixed. Then the switch in the kitchen was a intermittent problem it has three switches and one of the switches only one would when you turn it on the light would just sit there and Flickr. I told them about that and the words back to me was if it's not broke when we see it it's not warrantied. I know this company is out to make money but when customer check out their life savings to have a house built and it's falling apart in front of them within six months of them putting it up I feel that they are liable to have it repaired. I am not asking for anything out of the ordinary but just to have my house up to what I paid the money for thank you.
  
  **** *****

  Business response

  01/21/2022

   Below is are original response and we will not be addressing this concern and considering it resolved. Once again it was not noted at the time of closing 6-30-21 or was it on the Quality Standard inspection that was performed prior to the closing. This concern is not covered under the limited warranty agreement.
  
  The lite switch has been changed out and the siding has been repaired.
  
  Thank you
  
      On 1-7-22 I sent our tech to *** ***** home to repair six concerns he turned to be addressed. One of the items were gauges in the floor (see attached photos) and my tech explained that this was not covered per the warranty guidelines.
  
  *** ***** then called me and I explained that this was not noted at the time of closing 6-30-21 or was it on the Quality Standard inspection that was performed prior to the closing. We also addressed six items he turned in on 10-19-21 and the flooring was also not noted then.
  
  *** ***** told me the reason he never saw it was because he had a rug overtop this area. I once again explained it was not covered do to it being reported six months later and is considered homeowner damage.
  
        We will not be addressing this concern and are considering it resolved.
  
  ***** ******
  K. Hovnanian Build on Your Lot Division, LLC

  Customer response

  01/21/2022

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** *****

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  K Hovnanian built a home for me at **** **** ** ******* ** ****1. When someone is walking on most of the second floor, directly below on the first floor is a loud crackling sound. They came out twice and treated it like a traditional squeek in one spot of a room. It didn't fix the problem and they refuse to make it right. There is a one year warranty and this isn't a traditional "squeek." The sound is different and it is heard everywhere in the room below (not in the room itself) and it is not in just one spot. Another builder looked at it and said this is not normal and they should be fixing this.

  Business response

  10/29/2021

  Please see the attached documents , this is not a construction defect. I had my tech go on the first appointment and the second appointment I send our Quality adviser and my tech together. We have made two attempts to rectify this without pulling flooring. They both are saying that this is floor joist deflection and possible bridging causing the concern and both are stating that it is acceptable and the owner is being a little over the top with this .We are well with in the **** and Warranty guidelines and considering this resolved.
  
  Thank you,
  
  ***** ******
  K. Hovnanian Build on Your Lot Division, LLC
  O* ************

  Business response

  11/01/2021

  As we stated in our first response we are considering this concern resolved and no further action we be taken.
  
  Thank you
  
  ***** ******
  K. Hovnanian Build on Your Lot Division, LLC
  ** ************

  Customer response

  11/02/2021

  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 builder, K Hovnanian, refuses to do anything to fix this problem. He goes on about how their work is within standards. How does he/or anyone know this? The issue is inside the floor so there is no way to measure this without going into the floor and they won't do that. Very convenient. Our contract says that glue is supposed to be put down before they nail the subfloor in. How does he know this was even done? They also won't reimburse me if I have someone do the job without their permission. It's obvious they won't want this because the internal defect would be clear.  We paid a lot of money for a house that has abnormal noises. I built new homes 2 other times and have never encountered anything like this. So now, our recourse is to fix this ourselves and lose $6,000 or take them to arbitration on a house that was built 6 months ago and hope that the arbitrator isn't their cousin or golfing buddy. K Hovnanian is the most unethical company I've ever dealt with. They write their contracts to limit their liability when they do shoddy work. Per the contract, we can't even sue them, only binding arbitration and they can't be forced to pay more than what the job costs to fix this. Use anyone else but this builder. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Sincerely,
  
  ******* ********

*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. ↩