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:01/27/2025

  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.

  Our home in ********** build by Ashton Woods has had a sewer smell issue within our guest bathroom and bedroom almost the entire 8 months weve been in the home. We initially ignored it then started to submit warranty claims to solve the issue. The plumber has been to our home multiple times with no corrective action taking. Today 1/27 they wanted to essentially bury the issue with concrete rather than run other test (I.E. a camera to check the lines to make sure they are connected properly). Additionally our lights flicker when our washer is agitating. Their electrician states everything is connected properly to code. We did have a 3rd party electrician (paid out of pocket) come out that did not locate the issue; however, they suggested to check to make sure all figures in the home are connected property. They did state it may not uncover the issue just as AWs electrician stated. While the electrician may be correct I dont believe our lights should flicker in our home while our washer is agitating and want a solution rather than be told that everything is correct.

  Business Response

  Date: 01/31/2025

  Hi ******* -  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:01/21/2025

  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.

  I have numerous unresolved deficiencies in my home. The **************** Manager has failed to maintain communication and has consistently ignored my requests for assistance. Additionally, my email to the company's CEO expressing a desire for resolution has also gone unanswered.The continued lack of communication and resolution suggests deliberate delay tactics seemingly designed to discourage me from pursuing these issues or to run out of the warranty timeframe. Such actions are both unethical and deceitful.I previously informed AW that failure to assist me with the difficulties would leave me with no choice but to escalate this matter further. I expect Ashton Woods to take immediate and ethical action to resolve these issues and conclude this matter fairly.I attached a photo that demonstrates the quality difference between my driveway and an Ashton Woods spec home driveway. The poor attempt to repair the holes in the compromised concrete surface devalues my home.From reviewing other complaints on this platform, I often see cookie-cutter responses and false claims that issues have been addressed. I sincerely hope to receive an honest, transparent, and non-templated response. Please demonstrate genuine good faith in resolving my concerns. While I have not listed all the deficiencies here, I have provided them several times to the *** I prefer a financial settlement to address these issues myself. This would ensure the repairs are completed in a timely and workmanlike manner, as I have already given more than a reasonable number of opportunities for proper resolution.I look forward to your honest response.

  Business Response

  Date: 02/07/2025

  Hi ******* -  Excellence is at the heart of everything we dofrom exceptional home design to unmatched customer care. It is our understanding that you have been working with our local team privately regarding your concerns. Please know that our team has confirmed they are awaiting permission to access your home in order to schedule your remaining interior items. 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: 02/10/2025

  Complaint: 22835333
  
  I am extremely disappointed by this response, as it is both inaccurate and misleading. This further reinforces my concerns that Ashton Woods is acting in bad faith. I was very clear in my request, yet instead of a meaningful response, I received a generic, templated reply.
  ("Please know that our team has confirmed they are awaiting permission to access your home in order to schedule your remaining interior items.") I am unsure where this information originated, but the details in your records are 100% false.  Despite reaching out multiple timesincluding to Ashton Woods CEOmy concerns have gone unanswered. It is frustrating to see a company make claims of commitment when their actions consistently fail to align with their words.

  Business Response

  Date: 02/13/2025

  Hi ******* -  Our local team has confirmed that they have reached out to discuss your concerns. To ensure you have the correct contact moving forward, please contact ****** ****** at ************************************************************************************************************************** and he will be able to assist you directly. Thank you! 

  Customer Answer

  Date: 02/17/2025

  Complaint: 22835333
  
  I am unable to work with ****** ****** due to his lack of transparency, professionalism, and accountability in addressing the outstanding deficiencies. His actions have contributed to the ongoing issues rather than working toward a resolution. Being required to work with someone who has demonstrated a disregard for ethical standards and continues to ignore my concerns is not a viable solution.
  Throughout my efforts to have these repairs completed, I have repeatedly requested contact information for management, yet my requests have all been ignored. This raises serious concerns about how my deficiencies have been mishandled. I am requesting assistance from a higher-level manager beyond ****** ****** to address this matter appropriately.
  For reference, I have already responded to ****** ******, copying the customer service email inbox and *********************************************' CEO. Below is a copy of the exact email I sent.
  
  From: ******* **** <******************************>
  To: ****** ****** <**************************************************************************************************************************>; ********************** <**********************>
  Cc: ******************************************************************************************* <*******************************************************************************************>; *********************************************************** <***********************************************************>
  Sent: Friday, February 14, 2025 at 09:30:11 AM CST
  Subject: 363 ****** Canyon
  
  
  
  ******,
  
  
  I received your voicemail on February 13, 2025, at 4 pm CST, " Please give me a call back so we can schedule a time to meet so we can go over your remaining items."
  
  As I previously stated in my email to Ashton Woods' CEO, I have chosen to communicate exclusively via email with Ashton Woods moving forward and no longer wish to engage in direct communication with you. This decision was made due to the lack of transparency and professionalism displayed during our last in-person meeting. Additionally, I had previously requested your manager's contact information after my concerns were not adequately addressed.
  
  You have already visited my home to assess the deficiencies. At that time, I requested a financial settlement, as multiple opportunities had been provided to Ashton Woods to complete the necessary repairs. However, you asked for another chance to resolve the issues, and I extended that courtesy. Unfortunately, the delays continued, and my subsequent communications were ignored. Given the circumstances, I believe your recent voicemail was merely a procedural response following my complaint to the BBB rather than a genuine effort to resolve the matter and would lead to further delay tactics.
  
  I have already documented and provided the list of deficiencies to both you and Ashton Woods multiple times. However, I have yet to receive an update regarding the tile flooring or the return of my tile sample.
  
  I request that Ashton Woods promptly return my tile sample in its original condition. Additionally, I ask that your management contact me via email to discuss a financial settlement, as I have made more than reasonable attempts to allow for necessary repairs.
  
  I seek a timely response from higher leadership to address the outstanding matters.
  
  
  All the best,
  
  ******* ****

• Initial Complaint

  Date:10/14/2024

  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.

  08/31/2024 was the date of transaction for $500 ******* money paid to reserve the house. The issue that I have with this business is that I was mislead to believe that the house (2540 ******, ******, **) I was going under contract was the equivalent of the house I was originally shown as stated in the contract. The house I went under contract was still in the process of being built. When I toured the house after being completed, I then realized it did not include the extra finishes I was told it would have (sprinkler system, water softener plumbing, and open wood stair railing.)When the house received appraisal, it was valued ***** less than the purchase price. I was then told they would lower the house price but take away the 2-1 buy down incentive the community was advertising so I could not get ******* money back since they technically lowered the sales price. When they knew I was not pleased they offered to switch houses to a completely different house and stated that I would have to sign a new contract on a new house, but when I asked about the ******* money, they said I could not since I was set to close on the 1st house offered (2540 ******). That makes no sense when they wanted to have me go under contract on a new second house. It was the deceit that I experienced that ultimately made me exit the contract and leave the community, and now the business will not release ******* money, and they are sending me a contract to sign stating that I will not pursue ******* money. I did not appreciate that incentives were being taken away that lead me to choose that community to begin with. When I finally told them that this was not transparent, and I don't conduct business like this is when they fought to get me the incentives that were originally promised. In the contract that I initially signed it stated the house I was under contract for was set to receive everything I was promised. This community should be avoided for the lack of transparency and deceit.

  Business Response

  Date: 10/18/2024

  Hi ******* -  It is our understanding that you have spoken to our team regarding your concerns and that your ******* Money will be refunded. 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:07/12/2023

  Type:Service or Repair 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.

  Currently under contract with Ashton Woods Homes (AW) and they now require a signed disclosure agreement in order to close on the home. We were scheduled to close on June 22, 2023. Six days before closing as we are finishing up the blue tape walk through the sale agent comes in with the disclosure agreement in hand. There is a retaining wall on our property which was not constructed correctly per AWs evaluation. AWs VP of construction claimed the *** would own the retaining wall, which is not true since the wall resides on private property. AW will not take any responsibility for this problem stating it is a developer issue and it is up to the homeowner to follow up with the developer. We did not sign the disclosure agreement and are in limbo at this point.The developer has known about this issue for over a year as homeowners on the other side of the wall have been impacted by this issue. AW was aware of this issue months before our closing, but claimed this issue was a recent discovery. Signing this agreement legally removes AW of any and all responsibility. The problem is, homeowners can not take legal action against the developer as our contract is with AW. This disclosure agreement makes it possible for the developer to do nothing and allows AW to sell a defective product. This issue has placed unnecessary stress and financial burden on our family. Per our contract, we had to have our home sold in order to build with AW. We are living in a rental and our lease is set to expire soon. There are no references in our contract pertaining to the retaining wall and when we purchase the property, we are responsible to maintain it. This is a callous position AW has taken with no regard for the impact that it has had on our family. It is a legal attempt to mask AWs lack of due diligence when AW purchased these lots from the developer.

• Initial Complaint

  Date:09/12/2022

  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 paid 3k ******* money to Ashton Wood for a quick Move in house. I requested a third party home inspection. There were foundation, electrical and landscaping issues so we gave them time to fix the house. After another self inspection, issues were still present, i decided to back out after two weeks. Ashton Wood is not giving me back my ******* money of 3k. Can I take it back ?

  Business Response

  Date: 09/16/2022

  This Homeowner would not come and walk the home with us. We tried multiple times to show her that the 3rd party list was completed.  When she did come back to the house. She would not allow any Ashton woods representatives there with her to walk the 3rd party.  We explain that if she canceled that it would be a no refund policy on the ****** money.  She decided to cancel and bought a Lannar home. 3rd party list was completed.  

• Initial Complaint

  Date:08/15/2022

  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 closed on our home on 9 Apr, 2021. In April of 2021, during construction, I hired an independent home inspector to go over the house. Several areas were noted that required correction. The inspection report was provided to the builder. Only a minimal number of items were corrected. We were promised all items would be corrected. To date this has not happened. We contracted for a second home inspection in Jan 2022 and provided this report to the builder for action to be taken. Only one item (structural) was addressed quickly, in March 2022. After this, it wasn't until May that any work was done to correct the deficiencies left by the builder (note: this is after the builder warranty officially expired in April). I am not be allowed to see inspection reports the builder has on my home to verify what I am being told. Shower enclosures have been left with cracked grout and missing grout leaving openings for water to penetrate the walls. The builder is aware, but is not doing anything. There is 8 inches of insulation in my attic. I called a separate insulation professional and was told that 13 inches ins minimum. Ashton Woods responded that the insulation passed their inspection. I would like to see this inspection report and who conducted the inspection. The builder, Ashton Woods, has continually gone out of their way to make things as difficult as possible for me while they take care of other homes in the neighborhood without any issues. Ashton Woods needs to stand by their products and make things right and stop focusing only on their paychecks and bonuses.

  Business Response

  Date: 08/30/2022

  Mr. **** submitted his warranty request on July 8, 2022,regarding his insulation, by this time he was well past his anniversary date.Ashton Woods installed the insulation in ************** home up to code and to the subdivision specifications and standards prior to closing. ************** home passed all final inspections in order to receive the Certificate of Occupancy.He would not have been able to close or move in without that certificate.Currently all warrantable items that were brought to our attention from both of ************** inspections have been completed. In the second home inspection report from January of 2022 that Mr. **** provided to us, it stated that the insulation was adequate with a reading from ***** inches in depth. Mr. **** has never requested to see our inspection report. We would be willing to share it with him.
  
  We have addressed all issues that were covered under the first year of the warranty for Mr. *****  Any items that are submitted prior to the homeowners anniversary date will be completed if covered under the standards that are set by the warranty booklet.
  
  In the past few weeks, Mr. **** has not allowed our Ashton Woods Representative into his home to inspect items that have been completed.This makes it difficult to make sure that the repairs are up to Ashton Woods Standards.
  
  We will reach out to Mr. **** again to see if he will let us in to inspect the completed work, tile issue and to go over the inspection report he has requested to see.
  
  

  Customer Answer

  Date: 09/06/2022

  Complaint: 17699646
  
  I am rejecting this response because: All the deficient areas noted in BOTH inspection reports has not been corrected.  I have also requested all the inspection reports from the trades contracted by Ashton Woods to perform on my home since I closed on it.  Ashton Woods still has NOT sent those reports to me.  There is still missing grout caulk in the bathrooms as well as a crack in the grout in one of the bathrooms.  This was noted back in May by one of the workers contracted by Ashton Woods and was a concern for water damage.  At this point I am suspect that there is water damage in the walls of the bathrooms due to Ashton Woods neglect of the issue.  The openings in the grout caulk are large.  Ashton Woods management has had this information, with photos, in their possession for over six months with no action being taken.
  The tile work that was performed to correct the poor quality of original installation did nothing but make things worse with the tile in question being more un-level than before and the worker left us with broken shoe molding.
  The Ashton Woods contracted workers, who were brought on to repair the broken shoe molding by the warranty rep (******************),thought it was a good practice to leave the old caulk on the trim and floor and just slap the new shoe molding in right on top of it.  My wife pointed this out and ended up taking it upon herself to clean the work area of the old caulk while the three contracted workers just stood by and did nothing. When they did finally install the shoe molding, they smashed it with a hammer to set an exposed nail, leaving the new trim damaged.  They did this in both areas of my home they worked.  As it stands, my wife and I took over the job to do it right. Photos attached.
  We had an HVAC inspection performed in ~May.  The tech noted that a vent was needed in our pantry.  Ashton Woods denied this request stating that since I had modified the size of ******************* the issue was my fault.  I disagree since the change was approved by Ashton Woods **s ****************** and ******************** and signed off on by their contracted framer.  Also, I spoke to the ** about this, and he did not say no.  As a matter of fact, a perfectly sized header was waiting for me when I came to create the opening for the additional space.  It seems to me that Ashton Woods management is upset because I added an extra ************************************************************** for. I also know for a fact that at least one of my neighbors did have an additional vent installed in their pantry at the approval of Ashton Woods ** *******************  This sets a precedent.
  The repair to a chip on my granite island has failed.  I notified Ashton Woods two weeks ago via their online request tool as well as communicating directly with the warranty rep.  Nothing as of today.
  As far as not allowing the warranty rep into my home, I have recently had ****************** in my home to go over the recent tile work and some other work items he wanted to get eyes on.  However, I dont have to let him inside my house unless necessary, which it has not been.  He has attempted to go over the list he has for my home, but he is dropping it on me at the last minute.  This takes time and I will not be rushed.  Ashton Woods needs to respect my time and schedule things of this nature.  Additionally, communication is very poor from Ashton Woods reps.  It seems that Im expected to monitor my e-mail all day (which I dont) to keep track of their communications.  How about following the e-mail up with a phone call to verify receipt of the message?
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/16/2022

  An email has been sent to the homeowner offering to have a meeting to go over the issues they are having with their home. 

  Customer Answer

  Date: 09/20/2022

  Complaint: 17699646
  
  I am rejecting this response because: **************** (Ashton Woods Warranty Manager) came to my home along with ****************** (warranty coordinator)with nothing but a hostile attitude and tone.  At one point, when my wife was trying to speak, ****** cut her off and said Im talking to your husband.  I will NOT tolerate this kind of attitude towards my wife. They were more interested in getting me to sign off work instead of addressing the issues I am having.  When I pointed out the problem areas, **************** was only interested in completing a "band-aid" fix.  The wall tile in two of the bathrooms are missing sealant on the top edge.  This was pointed out in April 2021 (prior to closing) and again in January 2022.  It was stated by **************** that there is no mold in the walls.  Odd since my kids have started to have mild breathing problems.  I would expect that the tiles be pulled out and the drywall be replaced.  The Ashton Woods (******) solution for this was to just add caulk. 

  
  The temperature in our pantry is roughly ***** degrees warmer than the rest of the house.  This is causing food to go bad prematurely. We had an HVAC inspection performed in ~May.  The tech noted that a vent was needed in our pantry.  Ashton Woods denied this request stating that since I had modified the size of ******************* the issue was my fault.  I disagree since the change was approved by Ashton Woods **s ****************** and ******************* and signed off on by their contracted framer.  Also, I spoke to the ** about this, and he did not say no.  As a matter of fact, a perfectly sized header was waiting for me when I came to create the opening for the additional space.  It seems to me that Ashton Woods management is upset because I added an extra ************************************************************** for. I also know for a fact that at least one of my neighbors did have an additional vent installed in their pantry at the approval of Ashton Woods ** *******************  This sets a precedent. However,****** said it was not a precedent and refused.  He was just interested in the additional square feet.  Pictures of some spoiled 4 day old beef jerky are attached.

  
  The repair to a chip on my granite island has failed.  I notified Ashton Woods two weeks ago via their online request tool as well as communicating directly with the warranty rep.  Nothing as of today.  ****** refused to look at this or address it.
  I requested the inspection reports in writing almost a month ago.  Still havent received them.  This makes me wonder what Ashton Woods is hiding.
  
  After ****** became increasingly ***** and hostileI firmly told him to leave my home.  I will not be bullied or intimidated by this company which is what seems to have been attempted by Ashton Woods management.
  Ashton Woods needs to correct the deficiencies professionally and correctly that they allowed to happen to my home.
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/06/2022

  we are in communications with the homeowner to set up another meeting to go over his warrantable items. 

  Customer Answer

  Date: 10/07/2022

  Complaint: 17699646
  
  I am rejecting this response because: At this point I have not met with the Ashton Woods management.  I cannot accept this response as a final fix since nothing has come out of it.  Once we meet on 14 Oct 2022, I will be able to provide an accurate reply with my response to the actions taken by Ashton Woods to resolve my concerns.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/05/2022

  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.

  Purchased a home from Ashton ***** in December of 2021. House was not completed to our satisfaction, however we were told that they would make any repairs we wanted after the closing. Once we closed on the house, we quickly realized that they lied just to get us to close on the house. Cracked tiles, holes in the drywall, rusted bath tub, chipped counter, faulty electrical work, bedroom doors that have wide gaps just to name a few. They have made appointments to do repairs, and most of time they don't come. Sometimes they come, inspect what needs to be fixed and leave. The small amount of times that they have actually attempted to make any repairs ended in more damage. It is extremely obvious they are trying to make us tired of complaining so that they don't have to do any repairs. The last straw was on Wednesday, July 27th, when our plumbing stopped working completely. None of our sinks, toilets, bath tubs drain so we are unable to use them. It has been over 48 hours since we called and two people have shown up to "repair" this emergency (one "inspected" the pipes outside our house, the other took pictures and left) We have been without plumbing for over 48 hours! We just want to have these repairs fixed so that we can live a normal life.

  Business Response

  Date: 08/09/2022

  Its complete. The homeowner sent the request to us Saturday morning (the 30th 9:45am ) . This was the first time we had heard of his problem. Bnt had been working on it for a couple of days and completed on that Saturday the 30th. grading was done on Friday the 5th and the sod was completed on Saturday the 6th.
  
  NOTE: The complaint was submitted on 7/29/2022 and was assigned an ID of ********, a day before he sent in the warranty request.  

• Initial Complaint

  Date:07/19/2022

  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.

  The Ashton ***** builder put a fence up at **** Titan. I believe that the fence encroaches on my property line by 1/2 foot. They also damaged approximately 1/2 foot of lawn putting a drainage system from the back yard to the front street. They also damaged parts of the grass as they were digging and putting it on my lawn. I have made several attempts to get in contact with the construction manager but was told that he is out of work until 21 July. He said he will send the message I sent him to his manager. I have not heard anything from his manager. the house at **** Titan will be Closing soon and i need to get this matter taken care of.

  Business Response

  Date: 07/20/2022

  RESPONSE FROM THE ACM:

  I looked at this house yesterday.  I couldnt see anywhere where we messed up their yard or grass but we should be planting grass next week so if any was removed, it will be completed then.  I looked at the final survey and there is a small section that appears to be off the property line but MI built the fence and they need to go back to MI on that.

   

  RESPONSE FROM THE SR *********** left a voicemail with the homeowner this morning telling him that we would checking the survey and the yard would be corrected when sod goes down in approximately 2 weeks or so. I also explained that **** or myself would be getting back with him early next week.