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:12/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Due to the multiple errors made by the Lender. The builder refused to release my earnest money deposit of $3480, while they were unable to secure the loan themselves. Also I was made to pay $375 Appraisal for a home they nor the selected lender could finance & close as promised. I contacted the Builder & Builder's rep & asked for my earnest money as they were over the time they promised to secure financing with their preferred. This forfeit & time span forced me into a very displeasing situation for me & my family. I want my earnest money returned rightfully with the appraisal $375 that they just took from me.

• Initial Complaint

  Date:04/11/2023

  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 filed a claim for damage to our driveway caused by shoddy workmanship and poor material usage in 2021. Liberty agreed to replace our driveway and then attempted to back track once the construction director was no longer employed there. We reached out to Liberty again and was told that they did not have any information in their system and they requested for us to resubmit. The new construction manager agreed to replace our driveway in full, but once the contractors came out, they only replaced a portion instead of making us whole. We continued to go back and forth with them regarding the driveway and they agreed to replace the driveway in its entirety. The initial portion of the driveway was not of quality. There are spots of material throughout the entire concrete. When approached about this issue on 10/10/22, we were told by the construction manager, Kameron, that there was a concrete shortage which is why we were having that issue. He advised to let the concrete cure for two weeks and then he would come out to take a look. At no point did he come out to look at the issue. When brought to his attention again 11/7, 11/8, 11/28, and 1/5, he advised that he would have the director of construction contact us. We have reached out several times about this issue and have yet to speak with the Director concerning this issue. Kameron reached back out to us and advised that he spoke with the Director and confirmed that they would replace the driveway in its entirety. The contractors came out today and to our surprise, only a section was being replaced again despite being told otherwise and being left with a shoddy driveway. When contacted about this issue, Kameron advised that they are doing the work out of good faith relinquishing their responsibility to provide a quality product which is why we are in this predicament in the first place. A “new” driveway that looks like ours would not be passed along to a new home owner, so likewise, it should not be passed to us.

  Business Response

  Date: 04/12/2023

  We have communicated with the ******* about the work in progress which concrete is scheduled to be completed by weeks end. This is a non warrantable item, however we are going to finish this out for the buyer as promised by Henry.

  Customer Answer

  Date: 04/24/2023

  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.  
  
  Liberty came, tore out, and re-poured only a portion of the driveway despite them confirming the entire driveway was to be redone. We spoke with Robert ****** and per his request agreed to allow Liberty the opportunity to power wash the driveway in order to show that both sections would match. A contractor came to power wash the driveway today and we are not satisfied or accepting of the driveway. As shown in the attached photos, there is a distinct difference between both sections of the driveway. Also the concrete nearest the entrance to our driveway was damaged due to the heavy machinery that was used to rip out the middle sections of the driveway because Liberty did not complete the entire project at once. As discussed with Kameron, he advised that if any sections were damaged, they would replace them. Ultimately, this entire issue was caused due to Liberty attempting to cut corners and only replace a section despite confirming both by phone and email on 10/5/22, that the entire driveway was to be ripped out and replaced. We are now left with not only a damaged driveway, but one that does not resemble a "new" driveway. The item not being under warranty, which we were not advised of until after the prior construction director agreed to process our warranty request, does not absolve Liberty's responsibility to perform quality work and delivery a quality product as agreed upon. We would like the entire driveway to be replaced correctly (all at one time - standard practice). 

  
  Regards,
  
  The *******
   

  
  

  Business Response

  Date: 05/08/2023

  Hello, 
  I have explained to the ******** that in our warranty book there is no warranty on the driveway. However when the previous director of construction had visited them he said he would replace it. Liberty has honored this and the driveway from the garage to the curb has been fully replaced. It was done at two different times and being that the last section had been recently poured it looks white and new and will blend with time as it ages. The CM Kameron has offered her pictures of other homes in this community as well as other communities I have taken and she told Kameron she didn't care to have them so I have provided them on this response. I have attached photos of other homes showing two different shades and patterns that she thinks are issues I have also provided her with the batch records from the supplier proving 3000PSI. Liberty has provided her with a replacement at no cost to the ******** on an item that is not warrantable.

  PS I tried to attach pics but the BBB system would not allow it.

• Initial Complaint

  Date:02/20/2023

  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 have had to request 4 different work orders for leaks in the same general area. These leaks have occurred on both the main line and the irrigation side. ******* plumbing just came out last week to fix a leak on the shut off value and now the irrigation is leaking. I find it odd that every time one side gets repaired the other begins to leak. The last time this occurred I was stuck with a $1200 water bill that I had to pay out of pocket because Liberty nor the vendor would take responsibility for faulty work. The home builder did not properly inspect original plumbing work which has caused leaks and now I am responsible for repairs and high-water bills.

  Business Response

  Date: 04/12/2023

  The Cm will reach out to Mr ***** to address his irrigation complaint 

• Initial Complaint

  Date:11/06/2022

  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.

  My complaint is in regards to the property in San Antonio, Texas located in the Ladera neighborhood. We closed on our home in January and upon our initial walk thru were told that certain things were to be fixed upon closing. Henry, a construction manager from Houston, who took on our warranty issues made a list and gave us his word that it will get fixed. However, Henry would not answer his phone, not reply to messages or even answer phone calls. When I messaged him directly he still did not respond. He was all talk and empty promises because almost nothing has been done and we are still having the same issues with the house. After some time Henry had to go back to Houston so another construction manager named Derrick took over. He stayed on for one week until he too disappeared. After going through two additional construction managers someone named Miguel is assigned to us now however we have not heard from him yet. My husband tried to get in touch with him but he did not respond. Landscaping was supposed to come weeks ago. When we finally stopped them after spotting them around the neighborhood, we learned that no work order had been submitted despite the fact that we were told that landscaping would get done when a leak was discovered in March. When a work order was finally submitted we were scheduled for landscaping on November 2nd. However, when my husband called about the appointment they told us that the payment has not been released so they cancelled the appointment. We waited 6 weeks for this appointment. Weisenbaker visited our home on four different occasions, but every time they brought the incorrect color quarter round. They took pictures of the areas that need to be fixed, but each time an installer was dispatched, he was unsure of what had to be done. They sent out another dispatcher to go over our warranty requests and once again they went radio silent on us. We asked if Liberty can get an update but this was met with no success.

  Business Response

  Date: 02/23/2023

  Good afternoon,

   

  This is to inform that Liberty Home Builders is/has been working diligently with Sonja ****** on her home since 2022 through present. A call from Director of Construction was made to Mrs. ****** this morning and she confirmed that the assigned Superintendent has been working on the addressed items and is speaking to her almost daily.

   

  Let us know if you have any questions.

   

  Thank you.

   

  Kind Regards,

   

  Hasan ******

  Operations Manager

  
  

  Customer Answer

  Date: 03/16/2023

  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,
  
  
    This information is not true. To this day we still have over 70 warranty requests that need to be serviced. We keep reaching out and after one request gets serviced we don’t hear from our construction manager for another two weeks. He does not get back to us although we have been calling. 
  

  Business Response

  Date: 04/05/2023

  The CM that was working on Mr ******s request is no longer with Liberty, we have been in a transition and it has now been reassigned to another CM to take over. He will be reaching out to Mr ****** soon.