Complaints

This profile includes complaints for M / I Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  M / I Homes

  4131 Worth Ave Ste 500 Columbus, OH 43219-6286

• 

  M / I Homes

  3 Easton Oval STE 500 Columbus, OH 43219-6011

• 

  M/I Homes of DC LLC

  21355 Ridgetop Cir Ste 220 Sterling, VA 20166

• 

  M/I Homes of Indiana, LP

  8425 Woodfield Crossing Blvd Ste 100W Indianapolis, IN 46240

• 

  M/I Homes

  8433 Enterprise Cir STE 200 Lakewood Ranch, FL 34202

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:07/18/2022

  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 just purchased a new home. On day one I cleaned a dirt spot off the wall with water and 4 swipes of the rag. That action took the paint down to the dry wall. After notifying the builder the response was , yes we know that the paint won’t hold up and you can never wash your walls without having to repaint every time. This was an acceptable situation for them saying the paint is “matte” and you can not wash them. They had no response to the lack of proper painting and it was perfectly acceptable to have the paint and texture to disintegrate down to the dry wall as a normal expectation. Their response …” that’s how we do it”

  Business Response

  Date: 07/19/2022

  Our VP of Construction will have the spots touched up and provide extra paint for the homeowner to use going forward.   Thanks. 

• Initial Complaint

  Date:07/12/2022

  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.

  Purchased a new home from MI in April 2020. Submitted 90 dsy and 180 repair request. MI has struggled to address the items and damaged the house while trying to repair it. MI has repeatedly displaced responsibility onto its contractors. Our house is down to one shower. Mispainted floorboards, unrepaired siding, unbelievably creaky floors that date the house prematurely. MI has provided no timetable for the completion of its repairs nor will they provide the means to speaknto persons outside the customer care team that may be able to provide more attentive care to our repair list.

  Business Response

  Date: 07/13/2022

  The Director of Customer Care in our Cincinnati Division has contacted the homeowner and discussed the open items.  He will personally manage the completion of those items.  Thanks. 

  Customer Answer

  Date: 07/14/2022

  I am rejecting this response as the issues have been ongoing since May of 2020. The complaint should remain open until all items are complete.

• Initial Complaint

  Date:07/12/2022

  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 a home from M/I Homes on May 27, 2021. We were guaranteed a list of items that would be fixed and a customer care program to make sure all was done correctly and in a timely fashion. Every step of the way, there has been a struggle or a problem. Immediately after we gave a negative survey regarding Luke, our local contact, to the M/I Homes team who called to find out how our first year had been, the neighborhood M/I Homes staff changed us to Eduardo who was very rude to us and dramatic regarding fixing the house and "the situation with Luke" as he put it. We messaged the local staff to address the issue then shortly thereafter, they told us they wouldn't fix anything else because we were too much trouble. Note, the things we were asking for were guaranteed in our contract. We contacted Alan B who promised to have it resolved. In May 2022 before our one-year-anniversay, we paid for a full new inspection and uploaded it to the M/I Homes website along with additional notes as directed by Alan. In June, Kimberly M called us wanting a same-day appointment. It was hard to do that day, but we squeezed her in. She showed up with a blank notebook and a pen without any knowledge of the extensive inspection report or notes uploaded to the website. We didn't have time for her to hand write each item so we eventually rescheduled for July 11 at 10 am. On the morning of July 11 at 9 am, we both texted and emailed her to confirm the appointment. We got an auto-response email from her that she was out of the office that day. We had paid for childcare to be able to focus on the appointment. She never did show up. We cc'd Alan on a follow-up email to her the same day and never heard from him either. We need our home fixed and the communications with staff to be handled professionally.

  Business Response

  Date: 07/21/2022

  We apologize for the delayed response.  It took some time to connect with the homeowner to get a new meeting scheduled.  It is now scheduled for Weds July 27.  

  Business Response

  Date: 07/21/2022

  We apologize for the delayed response.  It took some time to connect with the homeowner to get a new meeting scheduled.  It is now scheduled for Weds July 27.  

• Initial Complaint

  Date:07/05/2022

  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.

  November 2021, I signed a home purchase agreement with M/I Home. Donna J******, said her team could help me ******** ** ****** a loan officer at M/I, could do my loan. On November 26, 2021, my loan application is complete, and the next step is to enter the formal approval process. On December 28, 2021, they charged a deposit of $29,000 (5%) (Which is my mother's savings from years of hard work. My mother raised my younger brother and I alone. My mother and brother are my only relatives here) May 12, 2022, Jennifer helped me lock in the rate of 4.265%. On June 27 and 28, I received a congratulatory email from M/I that my loan was approved, and I was told that my loan was approved, they wanted me to sign immediately and told me again about the procedure for closing on June 30, 2022. On the morning of June 29, they suddenly called to say that my loan was cancelled, I told Tina I want my deposit back because my loan was rejected. On the afternoon of June 29, they stated because I did not meet their loan requirements, I received loan approval documents before because they had to get me to sign three days before the 30th. I called and asked Tina (**** *********) to email me why their decision changed. I haven't heard On July 1, 2022 Donna, the salesperson, emailed me, asking me to find another loan, and told me that my deposit was non-refundable. This has been nothing short of a nightmare. What kind of a professional team is this? Is this your high-quality service? Where is your integrity? Can you do whatever you want because you have my deposit in hand? As we all know, interest rates have gone up like crazy. In this case, if I get a new loan, I have to pay a higher mortgage. This is unbearable. It's so unfair. I have been starting VA Loan with you since November last year. Why didn't you tell me earlier that I'm not qualified? I went from pass to fail in 24 hours All in all, this last minute change is unprecedented and need a refund immediately.

  Business Response

  Date: 07/13/2022

  A refund of the deposit has been processed by our Raleigh Division.  Thanks. 

  Customer Answer

  Date: 07/21/2022

  On July 8th, Donna, the seller, called my agent and informed him that M/I
  Home agreed to refund the full amount.
  
  On July 14th, Earle From M/I Home called my agent and informed him again.
  
  Today is July 20th,I still have not received any refund from M/I Home.
  
  Thanks for your help.
  
  ****** ****

  Business Response

  Date: 07/26/2022

  In order to process the deposit refund, we must have an executed Termination Agreement signed by both parties.   This agreement has been sent to the homeowner via Docusign on three different dates, 7/8/22, 7/20/22 and 7/21/22, for signature.   Homeowner has yet to execute this termination documents so funds cannot be released. We have confirmed the email we are using is correct.  Refund will be processed as soon as the homeowner returns the necessary paperwork.  Thanks.   

• Initial Complaint

  Date:07/02/2022

  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.

  M/I Homes did an improper install on feed lines to 2 toilets in the home resulting in emergency repairs being required. When asked to reimburse us, they stated we had to use their emergency service of which we had no knowledge. They are refusing to make the issue right. Additionally, the improper grading in several lots has resulted in a drainage issue causing landscaping to die off. It too a year for them to finally come out and correct the issue. Complaint was filed July 2021 The company has no care for their customer after the purchase is completed. *****, Customer Care representative, has repeatedly lied to myself, my wife and neighbors about repairs and issues. Given the less than good quality work performed in the past we had little faith in their services and this was an emergency with water leaking from the supply lines Please see attached emails regarding when the drainage complaint was filed and the refusal to reimburse for plumbing repairs. I am sending an email requesting landscaping reimbursement in the near future. I wish these were isolated to me, but numerous complaints regarding ***** and poor service have been filed. *** ****** ***** ******** ***** is full of negative comments as well. It also appears other MI neighborhoods have had similar issues indicating a larger issue within MI.

  Business Response

  Date: 07/15/2022

  Without getting into a huge amount of detail on this site, we stand by our position on each item addressed by this homeowner.   

  With respects to the plumbing issue, we would refer him to his Homebuilders Limited Warranty(HBLW) document section II. Our Warranty Obligations for clarification on our position.   

  With respects to the trees dying, homeowner planted those trees using a third party contractor, after closing of escrow in a 20 ft drainage easement across the rear of his lot which is causing rain water to be restricted or stopped.   We have no responsibility for work completed after close of escrow by a third party hired by the homeowner.  Please refer to the HBLW document - Section V. Exclusions - for reference.  

  Due to the grading on the rear of his lot the conductors for the rear gutters were run to the back of his lot and pop-ups were used at the ends of the conductor runs. Our representative had the pop-ups removed and the conductors extended to the closest catch basin to improve the water flow. This work was completed within the last 10 days for this homeowner and about 4 other lots with the similar issues. 

  Additionally, we would like to add, we respectfully disagree with the commentary regarding our customer care manager.  ***** has been with M/I for over a decade and is one of our best managers, supported by his superior survey scores by our customers.  

  If you continue to disagree with our determination of coverage, again, I refer you to the HBLW, Section VI. E. IF you Disagree with US.   Thanks. 

  Customer Answer

  Date: 07/26/2022

  I was out if town and unable to respond. Please add this to the complaint.
  
  M/I uses the canned warranty response all the time as evidenced by other
  complaints on the BBB site.
  
  Ohio law states the builder is responsible for repair on improperly
  installs for a period of 5 years.
  
  I am attaching pictures of trim that M/I had to install. The damage noted
  according to ***** was from moisture in the air. It is clearly water
  intrusion from the near by shower. This one of several reasons we do not
  have faith in ***** or M/Is ability to do proper diagnoses or repair of the
  problem.
  
  I have also included pictures of the repair. Note the nail holes left
  unfilled.
  
  I am still unsatisfied as are many others in the development with ***** and
  M/I.
  
  It is very clear they do not care once the house is built.
  
  Thanks,
  
  ****

  Business Response

  Date: 07/26/2022

  Each and every BBB complaint is reviewed individually with the management team for the specific division.  There is no "canned warranty response" as you reference, as each situation is individual and unique.   With that said, if you see a recurring statement, it is to refer to the warranty document that you agreed would be our contractual obligations post closing.  Ohio statute of repose is in fact 10 years for original construction defect, not 5.   Our position is not changed, there is no construction defect to trigger the warranty coverage.  Homeowners next step is to file for arbitration through the Homebuilders Limited Warranty administered by Professional Warranty Service Corp as outlined in Section VI. E.   Thanks. 

  Customer Answer

  Date: 08/22/2022

  To be clear, the BBB sees fit to support punative measures used by a builder. Clearly they do not support the customers after the home sale given the multiple issues we have experienced indicating a pattern of behavior.

   

  Keep in mind the rating you publish about M/I on your website which is sub par at best.

   

  To anyone considering M/I homes be ready to deal with after the sale issues out of pocket

• Initial Complaint

  Date:07/01/2022

  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 initially built our house in July 2020. M/I homes does a 1 year walk through. They came in July 2021 and had several areas to address. We have the names and emails of communication between the few people we have dealt with, still with no resolutions to our problems. It is now July 2022 and we will have areas in our floor coming up/ peeling even more than before, broken trim around doors due to brackets not being fixed, etc. we have sent multiple emails to our “contacts” and corporate office. After spending $380k on a new built house we would, at the very least, expect a email/ phone call back.

  Business Response

  Date: 07/06/2022

  We apologize for the delay in resolving your warranty issues.   TJ has been assigned to handle your issues going forward.  He will be reaching out to schedule a meeting to get a full list of requests so we can move forward with warranty repairs.   Thanks. 

• Initial Complaint

  Date:06/29/2022

  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.

  I purchased my home with M/I homes in July 2020. After my first year, the company never really fixed anything that I asked them to fix. I told them the concrete was cracking in the garage and cracks on the side of the house they side it was normal and I should hire a contractor to fix it. Now recently, I filed out a repair form for holes in my ceiling and the response is it must be a nail that popped out of place and you should hire a contractor to fix it. I sent them a picture of the hole and by just looking at that picture they were able to make that assessment. No one came to my home to survey the ceiling at all. I find it less than genuine to formulate that conclusion based on a picture. I feel that M/I is in breach of the warranty that they specified when the home was purchased. It is impossible to tell if it's a nail popping out or a water leak based on a photo they had me send to them. I feel like I am experiencing a lack of caring.

  Business Response

  Date: 07/08/2022

  The customer care team will contact the homeowner to schedule a time to come inspect the issue in the complaint.  To set expectations, in reviewing the warranty documents for this home, it appears this issue may be time barred.   Thanks 

• Initial Complaint

  Date:06/16/2022

  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.

  I have been in my new home for less than two years and have had major plumbing problems because the builders didn't build the home right. I have a warranty and the builders won't honor it. They said they won't fix my plumbing leak in the bathroom because I changed the shower head. They never secured the fixture or tightened anything. The Rep came to my home and tired out and tried to tighten the bathroom shower pipe then tried to say he would seal it. I said what about the leak in the wall the other guy said screw it lady you voided your warranty when you place a new shower head on your shower. I just want them to fix the issue. No where in the warranty does it state if you change a shower head it voids the warranty, but they said that is considered construction work done to the bathroom therefore they won’t fix the bathroom pipe leak.

  Business Response

  Date: 06/21/2022

  Division management inspected the plumbing reflected in this complaint.    There is definitely a problem with the shower plumbing, but based on the facts as we understand them, this issue did not start until after a new showerhead was installed by someone other than M/I Homes or their representatives.  We believe the plumbing was altered by the installer of said showerhead.  

  Please refer to the Homebuilders Limited Warranty PWC 117TX, as agreed to at time of purchase: 

  Section VI. Exclusions. A. 1.  "Work performed or material supplied incident to construction, modification or repair to the HOME or COMMON ELEMENTS performed by anyone other than US or persons providing work or material at OUR direction"

  As the issue stands, if this had been a result of a construction defect, the water damage/leaking would have been immediate, not two years into the ownership of the home.   We stand behind our decision warranty coverage is not triggered.  If you continue to disagree with us, please refer to your HBLW PWC 117TX, Section VII. E. If you Disagree with US for further options.   

  Customer Answer

  Date: 06/22/2022

  I am rejecting this response because: That's unacceptable to blame me the homeowner for plumbing damages based off of me changing a showerhead. I will be taking legal actions and taking you to court. I have tried to resolve this in many attempts. Thank You BBB 
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:06/08/2022

  Type:Order 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.

  M/I Homes built our house in 2021. When we were considering purchasing, they indicated they would provide us opportunities to have common new construction fixes completed at multiple intervals after closing. We provided a two-week list, a six month list, and were told we had a year warranty on our home. The builder has not completed the two week list and we are at almost a year post close. We have been continuously bumped from person to person. After ignoring us for three months, M/I told us our two-week punch list was out of date and that we would have to go to the warranty department. We have been working with the warranty department for over six months to try and get items fixed. We have been through three customer service reps and items have been closed out without being completed and without notifying us. The new customer service rep schedules appointments with us and the contractors don’t show up. When we follow up with the contractors directly, they say they never had an appointment with us. M/I is not fulfilling their contract promise and we believe they are deliberately running out the clock to the year post close so that they do not have to make the repairs. This is unethical at best and possibly non-performance of a contract.

  Business Response

  Date: 06/09/2022

  Management visited the home and homeowner yesterday and found 3 items to be addressed.   All three are scheduled for repair on June 23, 2022.   Thanks. 

  Customer Answer

  Date: 06/10/2022

  I am rejecting this response because the issue is that M/I had told us time and again that the repairs are scheduled only to have the contractors no-show.  I provided email documentation to this effect.  The most recent no-shows were May 26, June 3, and the managers themselves showed up 2.5 hours late on 8 June.  This will be resolved once the work is completed and not just because they claim to have scheduled contractors.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:06/07/2022

  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.

  I purchased my home from M/I in December 21. To start from the beginning it was a move in ready home so I did not design this home or get to do any walk throughs during the building process. The day I came with my inspector to the house they were applying epoxy to the floor (I didn’t ask for this or know they were installing it) so my inspector was able to quickly look in the attic and then left the garage as they already started applying the epoxy. The construction manager mike showed right before we left after the inspection and said they were epoxying the floor because it had a rough finish and the epoxy would make it smooth, in reality they were attempting to cover major sunken spots throughout the garage. I had a soft water system installed and was notified that the floor was very uneven and bricks needed to be used to level the system or it could tip over. I have photos/videos on the floor and even bought my own level. Made a warranty claim and Dylan came out and said the floor was not acceptable and he will put a request in with slab works. Initially slabworks said they can’t do anything because of the epoxy. I told Dylan that is not acceptable as we did not do the epoxy or even ask for it. He got slabworks to come out and sand off the epoxy to float the garage floor. I was told multiple times the floor would be level and smooth before they reapplied the epoxy. After a month of excuses and delays on behalf of slabworks they said they’re finished with the floor. There are multiple unlevel spots, multiple concrete spots showing through the poor epoxy coating that they did which will only peel in time. I wanted the floor done right and it isn’t even slightly better than what I started with. I am frustrated and disappointed with M/I homes, they should be hiring professionals to complete warranty work and not leaving home owners with a bigger problem to deal with. I want a resolution or compensation to have a company of my choosing complete the work.

  Business Response

  Date: 06/20/2022

  Division management met with homeowner and we have ordered professional refinishing to be completed to repair and complete this project.   Work scheduled to be completed by Weds June 22, 2022. 

  Customer Answer

  Date: 08/08/2022

  I purchased my new home in dec 2021, by end of may when it started to get warmer in houston area my dryer began getting condensation inside of it. I submitted a claim and was told to clean the dryer vent to solve the problem which I did and no change. I was then told they would have ******* come out, air tron adjusted the fresh air intake and didn’t have any more of a solution. The problem persisted and Dylan told me to contact GE to have them look at the dryer. GE said the dryer operates fine it is something to do with the dryer vent line. I have now been given the run around from Dylan for almost two months that he can’t get ahold of ******* to determine what could be the cause. It is not acceptable to have my dryer pooling with water when not used for a day and once again waiting months for a solution. I want a company to come out and re run the dryer line to determine where the issue is and fix it.

  Business Response

  Date: 10/28/2022

  We have been in communication with this homeowner and unfortunately are at an impasse on a resolution.  To the extent the homeowner remains unsatisfied with M/I Homes' response, M/I Homes refers the homeowner to the dispute resolution provision in the Home Builder's Limited Warranty that was provided as part of the home purchase.
  

  Customer Answer

  Date: 11/04/2022

  I am rejecting this response because: I will be in contact with the builder and warranty company for next steps. Today 11/4/22 there is condensation in the dryer and hot air can be felt being pulled into the dryer from the exhaust vent. 
  
  Regards,
  
  ****** ********