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:04/24/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 writing to share my frustrating experience with K. Hovnanian Homes regarding our supposed-to-be dream home purchase in Waller, TX, which turned into a nightmare due to misleading information and hidden costs. Initially, everything seemed perfect. The sales agent, Skyler ********, said the house would come with several structural and design upgrades and sweetened the deal with a $15,000 incentive to use at the design center. We were thrilled, signed the contract, and paid our $3,000 earnest money, plus an additional $1,960 for sprinklers and more electrical outlets. However, the truth came out during our design center visit. We were shocked to learn that the $15,000 incentive had already been used for the upgrades we were told were included in the house price. Even worse, the house was no longer considered an "inventory home" but a "dirt sale," meaning any further customization would add to the house's cost, significantly stretching our budget. When we raised our concerns, K. Hovnanian's response was underwhelming. Area manager Darrell ****** and the K. Hovnanian team offered to waive a deposit fee for the design center or add $2,500 towards closing—but not both. This did little to mitigate the situation as the additional costs were still going to be substantial. Disappointed by the misleading communication and lack of proper resolution, we decided to walk away from the contract. However, K. Hovnanian has since refused to refund our earnest money and the extra $1,960 structural deposit, despite the property being just a plot of dirt and none of the additional features being installed. We expect a refund of our $1,960 structural deposit, particularly since the features have not been implemented and the house remains unbuilt. This experience has been disheartening, and I urge potential buyers to be wary of K. Hovnanian Homes. The allure of a dream home should not be clouded by hidden costs and unfulfilled promises.

  

  Business Response

  Date: 05/03/2024

  Business and Consumer entered into a contract on or about March 16, 2024 for the purchase of a home. Consumer had their loan approved for the purchase of the home on March 26, 2024. A material term of the contract allows Business to retain the earnest money (i.e., the earnest money becomes non-refundable) once Consumer receives loan approval. Consumer decided not to move forward with the purchase of the home until after March 26, 2024.  Therefore, per the contract Business kept the earnest money deposit. Business has all potential customers sign Option Sheets that detail price breakdown, which the Consumer did in this situation. The Option Sheet exemplifies where the $15,000 was applied to, therefore the Consumer understood the breakdown of incentives before signing the Option Sheet. If there was any confusion, Business did offer a couple of options of either, waiving any deposits or increasing the Business’ (seller) contribution at closing, but the Consumer did not want to accept either offer and instead canceled the contract knowing they would not have their earnest money refunded. However, Business will refund the structural deposit in the amount of $1,960.

  Customer Answer

  Date: 05/31/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 signed a contract January 2, 2024 on a home being built in ********** on ***********. The garage was full of building material trash and there was standing water around the house. I have brought this to the builders attention and he said that the water will dissipate in a few days. It did not, I suggested french drains and was told not needed. The garage was cleaned out and I saw the garage floor was peeling as well as the foundation crumbling and brought it to his attention. He said they would power wash and it would be fine. It was not. He then had a concrete guy came out to put something on top of it (i think its called capping) made it worse and the foundation is moist all the time. Now they are doing another coat of something on it which is worse. They extended the closing date 1 day to February 21 hoping the issue would be resolved. Wanted longer and for us to pay $450 since my rate lock would expire. We refused. The city of ********** failed the home due to standing water. We decided to cancel the contract, explained in detail the reason why and company will not refund our ******* money. They sent a docusign document for me to sign stating "buyers remorse" as reason for cancellation. I did not sign. I advised them to read the email I sent as to why we were cancelling. It is now up for sale! They refuse to refund my $10,000 ******* money. Do not buy this house.

  

  Business Response

  Date: 02/28/2024

  Business will be contacting Consumer to resolve this complaint.

  Customer Answer

  Date: 03/07/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:01/24/2024

  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.

  K Hovnanian Builder and Warranty : We are very disappointed in the quality of construction of our home that was built by K Hovnanian Houston. We purchased a new home from K. Hovnanian in Feb. 2022 in Pasadena (Houston area). Last September, we noticed something wrong with our wood floor in multiple rooms (breakfasts, living rooms, activity room and hallway….). The surfaces of the wood floor is cracked, peeling off ( Orange skin). We contacted the builder , Josh, and the K HOV warranty, and filed a claim ( claim #233740866). After 8 phone calls, the flooring company came to my home to check in October 30 and check again later. Than, 2 weeks later, an inspector from the floor company came to checked the moisture level and found the moisture was too high in multiple areas under the wood. We received no report no action from those inspections . We filled a second claim in November 2023. (Claim# 233740883). After 4 months and many times of inspections including the flooring company, A/C, builders (Josh, Tony), K HOV warranty, plumbing, sewer system….. no solution. They removed two pieces of wood for lab analysis. We have not received any report from that test. The floor company, the K Hov builder, the K Hov home warranty all parties want to pass the buck to others. For over four months, We have been tired of all the hassles: having someone staying at home waiting for the endless inspections. The furniture were temporary moved aside back and forth many times. Opened holes on the floor….making phone calls to follow up the inspection results et al. No one admitted any wrong doing. The floor problem is getting worse…. As today, The K Hov builder/home warranty have no solution, no plan to fix the problem yet. We are asking the K. Hovnanian Builder and /or the K Hovnanian home warranty to replace the entire wood floor within a month. Please help. Thanks

  

  Business Response

  Date: 01/26/2024

  Consumer’s first warranty claim was closed out because of their unavailability. Business has visited Consumer’s home several times, since Business takes warranty claims seriously, to inspect the condition of Consumer’s floors at several areas throughout the home. On or about January 12, 2024, more testing was done by Business, which included removal of boards to test the concrete underneath the wood flooring. The results from this test were that the moisture numbers were within an acceptable range. After several visits and inspections by the flooring manufacturer’s representative, the flooring contractor, and Business' construction personnel, Business has determined that the moisture in the floors is not being caused by any construction defect. However, Business needs to know what has been done with the home by the Consumer, if anything, before being able to move forward. Business has reached out to the Consumer with questions with regards to the home. 

  Customer Answer

  Date: 01/29/2024

  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.  

  We have never done anything unusual on the floor. We only use vacuum cleaner to clean floor for the entire house. We have never applied water or detergent to clean the floor.
  
  
  Regards,
  
  
   

  
  

  

  Business Response

  Date: 02/06/2024

  Business will be contacting Consumer to resolve this Complaint. 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Have had multiple issues with construction of new home, A/c not cooling properly,eak in roof, leak from window, stove vent flapping with with, floors uneven

  

  Business Response

  Date: 10/09/2023

  The Consumer replaced the flooring after she closed on the home, therefore voiding the warranty on the flooring. Business is currently working with Consumer to address any outstanding warrantable issues. 

  Customer Answer

  Date: 10/10/2023

  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, floors were uneven prior to moving in, was told they were repaired, got new floors upstairs and found they were never repaired, a/c unit they put in had damaged could, nearly 2 months later still hasn't been replaced,
  
  Regards,
  
  
   
  

  

  Business Response

  Date: 04/15/2024

  The Business met with the Consumer and completed all warrantable repairs requested. Consumer has signed off on the repairs and it is the Business’s understanding the claim has been resolved.

  Customer Answer

  Date: 05/07/2024

  [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.  
  
  
  
   Issues have been resolved, thank you
  
  

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 began a contract with K Hovinian on an inventory home. We were pressured into signing the contract and were told repeatedly that our earnest money would be refunded if the financing did not go through with the purchase of the home. K Hovinian was the lender we used in order to get a $5000 credit towards the purchase of the home. The financial officer, burke did not deny our application until a week before closing. The only reason I know of this is because I received a letter from the company this week. Our closing date was set for August 25. K Hovinian pressuring us to sign a contract and repeatedly stating our earnest money would be returned--- now the company is not returning the earnest money. This matter needs to be resolved. The company did a poor job of the entire process. I also have documentation to support this.

  

  Business Response

  Date: 09/06/2023

  Business and Consumer entered into a contract on or about April 25, 2023, for the purchase of a home. Consumer had their loan approved, with a few contingencies, for the purchase of the home on June 6, 2023. Per the contract, Consumer must remain qualified for the loan and must comply with any terms and conditions of the loan. A material term of the contract allows Business to retain the earnest money (i.e., the earnest money becomes non-refundable) once the Consumer receives loan approval. Consumer failed to comply with the terms and conditions of the loan, hence the loan was denied on August 11, 2023, and the contract was breached. Therefore, Business kept the earnest money deposit. 

  Customer Answer

  Date: 11/13/2023

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   We began a contract with K Hovinian on an inventory home. We were pressured into signing the contract and were told repeatedly that our earnest money would be refunded if the financing did not go through with the purchase of the home. K Hovinian was the lender we used in order to get a $5000 credit towards the purchase of the home. The financial officer, burke did not deny our application until a week before closing. The only reason I know of this is because I received a letter from the company this week. Our closing date was set for August 25. K Hovinian pressuring us to sign a contract and repeatedly stating our earnest money would be returned--- now the company is not returning the earnest money.This matter needs to be resolved. The company did apoor job of the entire process. I also have documentation to support this. As you can see in the TEXT MESSAGES attached, DATED before closing that we STILL HAD NO ANSWER FROM K.HOVINIAN MORTGAGE COMPANY about our loan approval. This sells representative knowingly was DISHONEST and pressured us into the sale of the home. The earnest money is to be returned to us AS NOTHING CHANGED from the time our loan was "approved" to our loan denial--which we also have these letters and date stamps on the letters. We were pressured into signing the contract and were told repeatedly that our earnest money would be refunded if the financing did not go through with the purchase of the home. Return the earnest money.
  

  

  Business Response

  Date: 11/21/2023

  The provided text messages do not support Consumers’ claim. However, Business will expand to our response on 9/6/23 and state several items did in fact change from the Consumers’ loan approval to the denial of the loan. The Consumers’ loan approval was contingent on the Consumers’ selling their home and a gift of funds from their mom who was selling her home as well. Per the contract, Consumers must remain qualified for the loan and must comply with any terms and conditions of the loan.  Consumers failed to comply with the terms and conditions of the loan (their home was not sold, and neither was their mom’s home so no gift of funds from their mom was available). A material term of the contract allows Business to retain the earnest money (i.e., the earnest money becomes non-refundable) once the Consumers receive loan approval. Since Consumers failed to comply with the terms and conditions of the loan (which happened after the loan approval), the loan was denied on August 11, 2023, and the contract was breached. Therefore, per the contract the Business kept the earnest money deposit.  In conclusion, the Consumers executed the contract and therefore knew they had to maintain the loan and they did not perform since they did not sell their home nor receive the gift of funds from their mom. 

  Customer Answer

  Date: 11/22/2023

  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.  
  
  [We were never provided ANY documentation or requested documents on our loan approval in regards to our house selling. It is no where in any contract or document. The loan officer (K HOVINIAN) did not disclose any of this information. We had not sold our house and we were approved with NO CONTINGENCIES. Refund our money. It is the correct thing to do. We did not breach or terminate our contract, the company did that without even notification! We were told on numerous occasions that we would get our deposit back. K HOVINIAN approved us, just to keep our money. 

  Regards,
  
  
   

  
  

  

  Business Response

  Date: 12/15/2023

  The Business does not have anything to add to the Business’s last response on 9/6/23 and 11/21/23. However, the Business did offer to the Consumers the opportunity to apply the funds to a future purchase of a home, within a year from 8/15/23.

  Customer Answer

  Date: 12/29/2023

  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.  

  Provide our money back to us. We only signed a contract and provided earnest money because we were told MULTIPLE times the money would be returned to us on the contingency of our house selling. The house we signed was being built regardless as an inventory home. Provide our earnest money back as k HOVINIAN repeatedly stated that they would. It's $3,000. Seriously. Just return our money! 

  
  Regards,
  
  
   

  
  

  

  Business Response

  Date: 01/18/2024

  Business will be contacting Consumer to return the earnest money in the sum of $3,000.

  Customer Answer

  Date: 01/30/2024

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:12/09/2022

  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 home from Khov and moved in right before lockdown. It seemed somewhat quiet, but now that we are only, the house is very loud. The traffic is too loud and very disturbing. I noted that my neighbors did not seem to mind the noise too much until I went to both houses on either side of me and noted that their houses were considerably quieter than mine. I let KHov know this and they sent 2 people to my place who said that 2 of the windows were not properly closed, this is why it is loud. The "open' windows where not visible to the eye, they were barely open. They also said that the house passed inspection for the City of Houston and they would not have been able to sell if there was a problem with the house. This still does not explain why it is considerably, quieter in my neighbors home. Both neighbors on either side of me have quieter homes. I would like to enjoy this home in peace. I know you cannot block out all noise as that is unreasonable, but something is odd that my home gets more traffic noise than my neigbors and we are all on the same street facing the same traffic. I think they need to figure out what this is or pay for my window replacement. I will contact professionals to soundproof the windows or doors of the noisest rooms which is practically all of them. I still do not understand the mystery of why it is quieter at both neighbors on either side of me. KHov's people did not go into my neighbors homes to note the sound difference. I suggested that and they declined.

  

  Business Response

  Date: 12/16/2022

  The property, **** ******* **** ***, Houston, Texas 77043 (“Property”) passed all inspections which included insulation. The Consumer’s complaint about the Property being noisy is subjective

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  One of our vent pipes on our roof was installed incorrectly without a collar which led to water draining down the pipe and rotting our roof decking. K. Hovnanian sent out a roofer to look at the issue and damage. They came up with every excuse to avoid the claim and ended up blaming the nails that held the vent on and said it's home owner maintenance when clearly it was installed incorrectly. I've attached a picture of what I'm referring to, one shows my neighbors and the other is mine clearly showing the missing collar.

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  This letter is to inform you that K. Hovnanian Homes - Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/29/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:11/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 entered into a contract for new home build in Waterstone on the Lake in Conroe, Texas the beginning of Feb 2022 with a closing date of mid-August. Elizabeth the sale's agent contacted me early August pushing to mid-Sept due to a back order on the transformer. Then I was told it was pushed again but they had no idea when I could close. I have been living in a RV with my kids waiting on this house to be completed. My rate lock keeps expiring and rates continue to go up. Once again, my rate lock will expire 11/25 and they have no idea when my house will be finished or an estimate on closing date. As of the end of this month we have nowhere to live. Everywhere wants a year contract and my lender doesn't think I will even qualify for the loan with interest rates climbing so quickly and the ongoing delay on the house leaving me stressed and frustrated. This is no way to live raising your kids. Today, I finally had enough and cancelled to find a new place for us to live. The agent informed me that although they still have not finished the house and have no idea when I could close, they would not be refunding me my $11,150 of deposit which I put down, which was $6150 more than they required. Not to mention I was quoted one price on the home and required to do additional upgrades to the home because the builder had already had an upgrade package on the house that forced you into more upgrades saying there was no standard for the upgraded package they had on the house. It took me over 30 days to get to the design center to even find this out which was past the cancellation period. From day one I have been lied too and they refuse to refund my money so I can find a place for my kids and I to live.

  

  Business Response

  Date: 11/16/2022

  Business is considering Consumer's request. 

  

  Business Response

  Date: 11/22/2022

  The Business is working with the Consumer to refund her money.

  Customer Answer

  Date: 12/20/2022

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:08/25/2022

  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.

  May I Mention that we purchased in 2020 the model home that was built in 2014 and we have been having issues with the second floor air flow in the two bedrooms. The ac is making strange noises and they came numerous times to caulk some holes and paint the walls. That we had to hire a 3rd party ac company to find out the vent were not probably installed in the attic and we didn’t get the proper air flow throughout the house. Now we have the mildew stuffy and musty smell in the two upstairs bedrooms & environmental growth looks to be black mold , we can’t live upstairs because of it and they won’t fix the issue.

  

  Business Response

  Date: 08/26/2022

  The Company has received the BBB Complaint and will contact the Consumer directly and attempt to resolve the Consumer's concerns to their satisfaction.

  Customer Answer

  Date: 09/13/2022

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

  There’s environmental growth/mold and Khovanian doesn’t return my calls
  
  
   

  
  

  

  Business Response

  Date: 09/13/2022

  
  The Company had received the Consumer's warranty requests prior to the Consumer's complaint to the BBB.  We talked with the homeowner and scheduled an inspection at the home by our construction personnel along with HVAC professionals.  The Consumer then cancelled the scheduled inspection and filed this BBB claim.  At this time, the Company has again scheduled an inspection for Monday, September 19, 2022 at 10:00 a.m.  
  

  
  

  

  Business Response

  Date: 09/13/2022

  The Company has scheduled an inspection of the Consumer's home for September 19, 2022 in order to investigate the concerns and decide on a remedy.

• Initial Complaint

  Date:08/11/2022

  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.

  After several unsuccessful attempts to communicate and get my floors right, khov developer refuses to make good on damage done to my base boards and return my home to me in an acceptable manner. They have bad work along the door frames, scrapes, cuts and bulging caulking are not acceptable. The remedy for ruining our new home is to just paint over it. My desire is that they remove the disgusting caulking and reset it correctly in the groove with a tightly like my home was given to me. The mere fact that manager was unwilling to acknowledge shoddy work is frustrating and will def let prospect purchaser to consider the after home purchase experience. This has been a 5 month nightmare. These were damages caused by contractors.

  

  Business Response

  Date: 08/17/2022

  The Company has contacted the Consumer and scheduled repairs for next week to address the Consumer's concerns.

  Customer Answer

  Date: 08/17/2022

  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.  
  

  the solution presented is to paint over broken wood frames and paint over caulking that is entered wrong. The warranty work should leave my home the way it was prior to working. Contractors ruin door frames, edges, and incorrectly entered caulking. I would like a commitment to replace what was damaged.  
  
  Regards,

  
  
  
   

  
  

  

  Business Response

  Date: 08/17/2022

  The Consumer's response rejects the repairs before the Company has arrived to address his concerns.  The Company has scheduled additional work and would like an opportunity to resolve the matter as scheduled with the Consumer.

  Customer Answer

  Date: 08/17/2022

  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.  
  During site survey, management representing khov stated clearly that he will only authorize painting over areas but not removal of caulking and damage door frames. He offered to paint over. The discussion is available on my ring security camera if needed. Again, I called khov corp offices and request a phone call and have yet to receive one. Im not asking for anything else but a commitment to return my home to me in the same condition prior to coming to do warranty work. 
  
  Regards,
  
  
   
  

  

  Business Response

  Date: 09/22/2022

  The Company met with the Consumer and made many repairs requested. The Company’s Area Manager spoke with the Consumers at the end of the repairs. It is the Company’s understanding the claim was resolved on August 31, 2022.

  Customer Answer

  Date: 09/29/2022

  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.  
  
  [my baseboards were damaged, caulking done wrong as explained to the representative, the tile was fixed and toilet. Representative made it clear they would not repair/replace damaged door frame, base board and caulking. 
  
  Regards,