Complaints

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:07/23/2025

  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.

  Purchase a home on 05/29/2025, fencing has been installed incorrectly some sections does not even meet the minimum requirements of installation, some nails tip exposed, even independent formal inspection report has mentioned those issues and requesting to a professional to review the issue before closing but they did omissive the concerns not just in this specific issue in a lot of them starting from roofing installation, electrical and air conditioning.The problem with this builder started as soon they find out the appraisal value was lower than purchase price requested originally builder changed completely the quality of their job and become careless, even worse after re reconsideration of value came back as the same as the first report, I felling been treated with retaliation because they could not get the original price because my loan is a FHA loan and I do have some protection, also before I completed the survey of their process they were having an open conversation with me trying to fix issue but they resolution result in even worse than the beginning issue ( I do have the pictures the before and after the fix and you will see how bad it was ) but now after the fact they see my disappointment on the score of the survey they again retaliated against to me involving getting involved a high top Project Manager **** ********** sending an email highlining the clause of contract where is not warranties on fence and the worse part they have been discriminating me because I am single Latin woman threatening like I am stupid because only men understand how construction works you do not have to be men and professional in the fie to see the nails tip exposed on your fence has been there from day one?

  Business Response

  Date: 08/01/2025

  Thank you for the opportunity to address your concerns! At Ashton Woods, were committed to providing exceptionally designed homes and addressing valid warranty concerns. Since the homeowners closing in May 2025, our team has worked to resolve reported issues. Weve clarified in writing that fencing is not covered under the signed 2-10 Home Buyers Warranty. While we understand your concerns, our position is based on that agreement. We have communicated this respectfully and transparently. Please know that we take all customer feedback seriously and address all received concerns appropriately and equally across all of our homeowners. Our team remains available to assist with any outstanding warranted items, including the patio door adjustment. Please coordinate with our local team directly as they are best positioned to assist you. Thank you! 

• Initial Complaint

  Date:06/17/2025

  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.

  Last year, as the housing market began to cool, my wife and I explored several properties and ultimately came across an Ashton Woods home that initially stood out to us. During the decision-making process, we had a very specific question regarding the lot configuration particularly a 30-foot-wide side strip adjacent to the existing fence line.I raised this question no fewer than five or six times to both the sales ***resentative and the construction superintendent. Each time, we were assured unequivocally that we would be able to relocate the fence to align with the utility easement, similar to the house directly across the street. This assurance was given in the presence of our realtor, who was standing with us when the sales *** physically pointed out where the fence could be extended.This was a critical factor in our decision to proceed, especially since the lot itself was smaller than other options we were considering. We were also told the $20,000 premium we were paying was for this enhanced lot size and flexibility. Furthermore, the sales ***resentative later provided a plot map indicating that the *** and utility easement lines were identical reinforcing that the fence extension was permissible.However, after closing, we were abruptly informed that the area in question is *** property and that we have no right to modify the fence line. After extensive back-and-forth, we were referred to a clause in the contract that essentially states Ashton Woods bears no responsibility for verbal ***resentations made by its staff a clause that, quite frankly, enables mis***resentation and absolves the company of any accountability.This situation is unacceptable. We entered into this agreement based on ***eated assurances and documented evidence provided by your team. I have retained legal counsel to review the contract and communications in full, and I will be pursuing all appropriate actions to address this matter.

  Business Response

  Date: 06/27/2025

  We appreciate you taking the time to share your concerns. After reviewing your comments with our local team, we want to reiterate that we cannot authorize fencing on property that is owned and maintained by the ********************** or in an easement area. We are only able to honor what is outlined in the signed contract and official plot plan. It is our understanding that our local team has been in communication with both you and your agent to clarify the terms outlined in your contractual agreement. If youd like to speak further about the *** property or review whats included in your purchase documents, were available for a call. Your Ashton Woods team and the *************** *** management group are both excellent resources for any additional questions about your home, lot, or the communitys bylaws. Thank you again for reaching out! 

• Initial Complaint

  Date:06/03/2025

  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 had closing almost month ago, before the closing they are promise me to fix the roof but after they let me sign the name they told me They are not going to fix the roof.

  Business Response

  Date: 06/13/2025

  At Starlight Homes, we are committed to delivering high-quality new construction homes and supporting our homeowners every step of the way. Its our understanding that your roof repairs were completed last week and that youve been in contact with your local Starlight Homes team. We appreciate your patience and look forward to resolving this matter promptly. If you have any additional questions or need further assistance, your local Starlight Homes team remains the best resource to help you. Thank you! 

• Initial Complaint

  Date:03/31/2025

  Type:Product 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.

  Complaint Details:I entered into a home purchase agreement with Ashton Woods at the ********** community and provided a $7,500 ******* money deposit in good faith. I was told that if my financing was denied, my deposit would be refunded.Initially, I applied with Velocio Mortgage (Ashton Woods preferred lender), but after inconsistent communication from their loan officer, I sought an outside lender. Throughout the process, I was never informed that my financing contingency would be waived if I used a different lender.Ashton Woods claimed my loan was denied in January/February, but I was never provided with an official loan denial letteruntil recently, after weeks of disputes. Had I received this letter earlier, I could have explored other financing options and avoided unnecessary financial loss. This delay appears to be an intentional tactic to push me toward canceling the contract so they could resell the home at a higher price.Additionally:The sales team gave me verbal assurance that my deposit would be refunded if my outside lender denied my loan. Now, they are refusing to honor that.I was excluded from critical email discussions regarding my financing and contract status.Ashton Woods has completely ignored my follow-up emails and refuses to provide a fair resolution.Due to Ashton Woods lack of transparency, misrepresentation, and withholding of key documents, I have suffered a significant financial loss. This experience has been stressful and unfair, and I am requesting a full refund of my $7,500 ******* money deposit.I urge the BBB to intervene and hold Ashton Woods accountable for their deceptive practices.Desired Resolution: Full refund of my $7,500 ******* money deposit.

  Business Response

  Date: 07/11/2025

  We are deeply disappointed to hear your feedback, ******. Please know that we strive to provide transparency throughout the buying process from start to finish, and we stand by our policies and the efforts made to assist you. Our team worked closely with you and your agent to explore all available options, and we communicated the terms of the purchase agreement, including the implications of proceeding with an outside lender. For any questions, please refer to the signed Purchase Agreement and previous communication with our local team where your concerns were addressed. Thank you!

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  11/26 -garage door fell on my Mercedes whileI was exiting the garage.11/27!-sent an email asking for repair.Came out 12/2- I believe and sent email denying repair on 12/3. I emailed back. They are fitting their own narrative to avoid paying for my car and blaming me for somethingI couldn't possibly anticipate from a brand new house.

  Business Response

  Date: 01/03/2025

  Our commitment to excellence is rooted in our exceptional home design, high-quality new construction homes, and unparalleled customer service experience. It is our understanding that you have spoken to our team regarding your concerns. We have confirmed with our local team that the item listed in your complaint is not warrantable. Please know that our team is aware of your other warranty tickets and is working to address them accordingly. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!

  Customer Answer

  Date: 01/06/2025

  Complaint: 22687365
  
  I am rejecting this response because:The garage warranteed garage FELL out of the rack on to my car causing damage to it. I did nothing to cause it to fall. I should be able to exit my garage and it stay where it was installed. So, since your technician stated that the rail was not secured properly, that makes it the installers problem and not mine. However, you're asking me to eat the cost of repairing something someone on your team installed improperly. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:11/27/2024

  Type:Product 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 am in the process of building a home, after being approved, I paid my ******* deposit 7500. The agreement was ***** I will get weekly updates of the build. As soon as they sent me the first set of updates (11/13/24), I ***lied with a concern about the brick being brotchy and how nervous that was making me. The construction manager was going to talk to the brick person at ashtonwoods. The following week (11/19/24), the update I received even had a special "brick" section that the manager will still get me responses as soon as he had some. 2 days after, i requested a site visit with all parties involved as this was now clearly a big issue and a deal breaker for me. They were going to meet with the brick *** the following week and we scheduled something to meet on the same day after the construction and brick people meet. I drove up to the site, besides them acknowledging that the colors are off and offer to bring in a "brick doctor" to "fix" the brick color. I discovered that several parts of the brick were not completely laid on a straight line and it looks like the wall is bowing outwards towards the top of the house. The guy that is in charge of ***** for the company asked me if it will make it okay if they went ahead and ***laced the top half of the front of the house above the bedroom window. After I point out all my concerns, I met with the sales *** and discussed how much it would bother me to have those issues on the house and although they might think these issues as cosmetic, they are not "fixable" as one of the solutions they proposed is to hand stain some of the bricks so it can look more aesthetic. So some bricks will be raw and some stained?In the pictures I took you can clearly see that the brick wall is bowing on the entrance of the house and it is so pronounced that the brinks above the door are tilted. This is supposed to be a a company with high standards and their are definitely not up to par with the 400k price tag the home has.

  Business Response

  Date: 12/05/2024

  Excellence is at the heart of everything we dofrom exceptional home design to unmatched customer care. It is our understanding that you have spoken to our team regarding your concerns. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!  

• Initial Complaint

  Date:10/22/2024

  Type:Product 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.

  Starlight homes , which is owned by them claim they sent my refund to the wrong address , i see another complaint that they did not return the $5,000 deposit after not qualifying, and the company said the time had passed, Im afraid they are the ones delaying and in the end will try and pull the same scam. I gave them the right address weeks ago and they dont give me a clear answer, i have proof of the numerous attempts to get an answer

  Business Response

  Date: 10/25/2024

  Hi ****** We apologize for the delay in receiving your refund. Please know that our team has confirmed they have requested a new check be sent to your preferred address and that we are striving to return your ******* Money Deposit. If you have any additional questions, please reach out to your local contacts and they will happily assist you. Thank you! 

  Customer Answer

  Date: 10/31/2024

  Complaint: 22457680
  
  I am rejecting this response because, it has been 6 weeks since you were provided with the correct address , your staff indicated it would be 4-6 weeks, and legal action is on the table as disclosed to several of your staff, so why is this not a priority with your company and overnight the check ? 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 11/07/2024

  Hi ****** - We apologize for the delay in receiving your refund. Please know that our team has confirmed your information. We are processing and overnighting your refund check to ensure a delivery next week. Thank you! 

• Initial Complaint

  Date:08/06/2024

  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 model home from Ashton Woods in reliance on their 10-year structural warranty. Before closing, we noticed a minor crack in the guest bathroom floor, which Ashton Woods assured us would be repaired before move-in. While they did replace the tiles, the issue resurfaced approximately a year later. Despite another complete bathroom renovation, the problem has reappeared for a third time. More recently, we've noticed expanding cracks in the drywall.Since January 22, 2024, our repeated attempts to contact Ashton Woods about these ongoing structural issues have been unsuccessful. We are concerned that these problems are worsening and could lead to more significant damage. We kindly request your assistance in getting Ashton Woods to address this matter promptly and permanently, as it falls within the scope of our home warranty.

  Business Response

  Date: 08/09/2024

  Hi Sanket -  It is our understanding that you have spoken to our team regarding your concerns. Please know that our local team is dedicated to assisting you with your concerns until they are complete with answers and repairs as needed. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!

   

• Initial Complaint

  Date:07/24/2024

  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.

  In the process of purchasing a new build home @ *******************************July 17th, I had a third party inspection done. Inspector found a crack in garage floor that starts at the house and extends to the end of driveway. Report was submitted to project manager *******************. ******************* said he would have someone look at the crack.July 22th my realtor *************************** reached out to sales manager ***************************** because I have not got an update. ***************************** informed my realtor they can epoxy the garage and that is something they have done before. My realtor spoke with construction manager ***********************. *********************** gave us 2 options. He said we can seal the crack or epoxy the garage and they could also provide structure documentation with 6yr warranty. I agree to have the garage epoxy and the warranty paperwork.July 23rd *********************** called me and said they are not going to do anything about the crack.*********************** lied. He presented options on July 22nd. On July 23rd he said they not going to do anything.

  Business Response

  Date: 07/24/2024

  Hi ************* is our understanding that you and your realtor have spoken to our team regarding your concerns. If you have any additional questions or feedback you'd like to provide, please refer to previously communicated documentation and your division contacts as they are the best positioned to assist you. Thank you!
  
  

  Customer Answer

  Date: 07/25/2024

  Complaint: 22035067
  
  I am rejecting this response because:

  I spoke with ***********************, vice president of sales and marketing, I do not accept her answer.  She told me it was a communication issue between herself and her construction manager.  I should not be held responsible for communication problems within their company.  The construction manager **** gave me and my realtor options.  My realtor told **** the option we want to move forward with.  *********************** was not part of that conversation between my realtor and the construction manager.  He should honor his word.  Its shows lack of integrity for **** to not honor what he tells customers.   

  
  
  Regards,
  
  *********************************

  Business Response

  Date: 08/01/2024

  Hi ************** call where ***** was present was documented and summarized in an email that was sent afterward. If you have any questions regarding what was discussed during your time communicating our team, please refer to *****'s email. Thank you!

   

   

  *********************** has confirmed she emailed all parties involved a recap of what was discussed with **** and your realtor. If you have any additional questions regarding, please refer to previously communicated documentation and your division contacts as they are the best positioned to assist you. Thank you!

  Business Response

  Date: 08/01/2024

  Hi ******** We have confirmed with ***** that she as present on your call and has relayed a recap over email, documenting what was discussed. Please refer to this email as it entails the last communication between you, your realtor and our team, regarding your concerns. Thank you! 

  Customer Answer

  Date: 08/02/2024

  Complaint: 22035067
  
  I am rejecting this response because:
  

  July 22th Construction manager, ***********************, offered epoxy option to myself and my realtor.  *********************** was not part of that conversation.    

  July 23rd *********************** told me *********************** spoke with him and decline to do the epoxy.

  I want to be compensated.

  Regards,
  
  *********************************

• Initial Complaint

  Date:06/19/2024

  Type:Product 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 bought a house from Ashton Woods last year. The boundary fence shared with Ashton Woods' new construction site is leaning towards the new construction site due to tornado. I understand tornado-caused damage is out of warranty, but Ashton Woods refused to share the $500 cost related to fence repair (replacement of fence posts). The warranty guy told me that Ashton Woods is not taking the shared responsibility because the newly-built house on the other side of the fence is not sold yet. The guy said that I can only share the responsibility with the purchaser of the newly-built house in the future. Since Ashton Woods is currently the owner of the property on the other side of the boundary fence, I think it is obliged to share the responsibility for repairing the damaged fence. Honestly I am questioning the construction quality delivered by Ashton Woods because most of the newly-built fence is damaged in this new community built by Ashton Woods as shown in an attached photo.

  Business Response

  Date: 06/28/2024

  Hi **** - Please know that we have relayed your complaint to our team for review and will provide an update as soon as we can. Thank you!