ComplaintsforK. Hovnanian Mid-Atlantic Division, LLC

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I are first time homebuyers and we put a $20,000 earnest payment back in 6/2022 at K. Hovnanian's **** ******* at ******** ********* in Woodbridge, VA with a promised delivery of 10/2022. That was an undeliverable date. Then we were told 12/2022. That was an undeliverable date. Then we were told 2/2023. That was an undeliverable date. Now we were told 6/2023 almost a full year since we gave our earnest payment. There were no major snow storms or terrible weather the whole fall or winter. K. Hov erected two more condominium buildings on the same property while the first building has no deliverable date. This has been the worst nightmare experience as a homebuyer and my husband and I are beyond miserable. I always have to call to find out what is going all the time. No phone calls, no automated messages nothing. When I do contact them it is half truths and lies. No one ever calls or shows any empathy to the situation. At this point I want my earnest payment back and want nothing to do with the builder or company every again. I want out or options because it is absolutely disgraceful how we have been treated. Its a terrible feeling to see other buildings built and your home is right in front of you with no progress. It is unfair and unjust treatment. Even other K. Hov condos and homes were deliverable and built faster in the same area and WE STILL DON'T HAVE A HOME. This development has been plagued with site managerial problems and delays. I want someone to contact me and provide us options to get our money back because you are literally holding us hostage waiting on your incompetency. I am beyond the level of ****** off.

  Business response

  05/03/2023

  Dear BBB,

  We appreciate this customer's concerns and truly do our utmost to keep customers informed of the build process including unforeseen delays. We will reach out to this customer and discuss their concerns and a resolution based on the terms of the Agreement of Sale.

  Kindest regards,

• Initial Complaint

  01/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The complain is about 3 times Carbon Monoxide leaking, toward to Builder / Home warranty K. Hovnanian. After I filed carbon monoxide leaks in December 17, 2022, there happened third time carbon monoxide leaked on December 23 evening, right before Christmas. Again, firemen had to shut down our heat, and it happened there was a snow storm warning during that day, so the builder construction manager offered us to stay in the hotel and keep the receipt. After Christmas, the HAVC company sent 6-7 people came to our condo, dig about 4 big holes on the ceiling to figure out what it is going on, but they didn't tell us that they were going to dig a lot of holes and dusted whole our furniture covered of dust. Due to those stress, I had ER visit on 1 day of new year. We had been submit the hotel receipt and other costs in the email to them, and they are not responding when they are going to reimburse us, how much they are going to reimburse us, or if they are going to pay. Those 3 times carbon monoxide leaks cause us life threating, scaring, and frustration, and now we need to pay more for this builder irresponsibility attitude. I extremely "regret" to purchase a property from them. So far, because I am not dead though carbon monoxide leaked, there is no way for me to fight for my right. They build suck dangerous property, and they act like they do not have any responsibility. If BBB could give me a help, I would really appreciate.

  Business response

  01/26/2023

  Dear BBB,

  This concern has been corrected and the reimbursement process for the hotel stay has begun. We would love to not have any service concerns arise on any home however, when it does we will do the right thing and get it corrected to the best of our ability in a timely manner. 

  Kindest regards,

  Customer response

  02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:those problems should not happen. There do not have sincerely apologize. The hotel reimbursement is not from the K. Hovnanian home warranty , instead of ******, HAVC company. I received the reimbursement after one month since I have to constantly call/ emails K.Hovnanian home warranty for the answer, but no one can give the answer to me. The company, K. Hovnanian home warranty still do not think they have the responsibility for All of this. Until recently, I got a mail from K. Hovnanian home warranty and they specified write in a booklet that they do not have responsibility for most of things. 
  
  Regards,
  
  ***********************
  

  Business response

  02/13/2023

  Dear BBB,

  We believe we have fulfilled our obligation under the terms of the warranty. We corrected the issue with the hvac, the customer elected to use a hotel stay while we performed drywall/paint repairs and a reimbursement for that stay was provided.

  Kindest regards,

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed our condo on 11/17/2022, and we purchased from K. Hovnanian. Since we closed our condo, it already have "Carbon Monoxide Leaking" twice in less a month. First time was on 11/26/2022, and the second time was 12/14/2022. The first time happened right before we moved in. On 11/26/2022, the carbon monoxide alert went off loudly through whole condo. The firemen found the leaking source is from HAVC, and they shut down the gas pipe inside of our condo immediately and told us not to turn it on until professional technician do it. We do not have heat, and we have to open the door for letting air flow. At that time, the carbon monoxide already full of whole condo. Firemen also let us know HAVC inside of our condo is installed incorrectly, and they do not have access to get inside our building, except for breaking in or resident let them in. How can this building pass fire system inspection??? Later that day, HAVC technician came, but he couldn't fix it, so we wait for another technician on the next day. Next time, was happened on 12/14/2022, carbon monoxide leaks again, we evacuate in the freezing early morning, and call 911. Again, Firemen found the leaking source is HAVC again. They shut down gas pipe, so we do not have heat. The first HAVC technician doesn't how to fix, and he turned of our hot water line. Until next day, 12/15/2022, another team came and fixed, but they added a lot pieces, two extra pipes on the top of HAVC, looks very odd. I do worry that it will affect our condo selling in the future because that the sign shows we have HAVC problem. Both experience of carbon monoxide leaking, we do not have heat in the freezing weather, even no hot water on the second time, and also we have to call off from work to stay home and wait for technician came to fix. We have a little kid. With carbon monoxide keeps leaking, we are scaring to keep living here. I have been communicating with builder, but they thinks its HAVC company's, ******, fault. K.HOVNANIAN thinks they do not have any other responsibility. Otherwise, there are some noise constantly from substation next to our building, it is bothered my sleeping a lot. K.HOVNANIAN also neglected to do anything about this noise. It has been a nightmare since we purchase a condo from them. I do not know when it is the third time for carbon monoxide leaking. I really hope K.HOVNANIAN can buy this condo back (because they already add extra pipe show HAVC has problem and no one is going to buy this). Or I really hope they can replace a brand new HAVC for us. Please help us. I really do not know how I can do to solve these problem.

  Business response

  12/19/2022

  Dear BBB,

  We are sorry this customer experienced a problem with the hvac system. We are glad that this concern has been corrected and the system is operating normally as it should. Anytime an issue arises that is a warrantable concern we have an obligation to our customers to get it corrected and we do always. Regarding the exterior noise from the electrical station, we are unable to address this. Living in an urban setting, whether in a single family home or condominium there are always noises ( electrical lines, sirens, thunder etc.) that can be heard from the inside the home. We will continue to address this customer's warranty concerns should any arise.

  Kindest regards,

  Customer response

  12/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the builder doesnt resolve the problem. Fixed the HAVC does not mean resolve the problem. We still have potential carbon monoxide leaking anytime. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid 20,100 in a good faith deposit. They have made up costs (transfer taxes, origination fees etc.) in that they are saying we will only get back 1.4k at closing. We invested 20,100 with full intent of getting a majority of it back due to normal closing cost being around 6-10k. The builder even gave us an incentive on the front end that has “disappeared” from the closing paperwork. We tried sending emails to remedy this or to come to common ground, but no one is returning our calls and no one is responding to emails. The final paperwork has been changed from what was discussed. The house prices is $664k. The amount in L states that the house is $683k. The credits should be $13,5k and it only shows $8k. If corrected we would be receiving around 8k at closing and we will accept that. I am attaching what was signed on November 17th. The numbers are at 13,5k for closing. If you compare the numbers to what was sent for closing cost you can see that they didn’t include the 20,100 in the framework, but it is calculated in the closing document which doesn’t make sense. So the 8k isn’t the 13,5k either. Our 20,100 isn’t even going towards the loan of the house. That we could stomach. It is going to random fees. We feel harassed, taken advantage of and misled at this point. They were suppose to be finished with the house in October. Their inability to communicate has caused hardship for me, I am veteran diagnosed with having PTSD, anxiety and depression with a service dog and to my family who has lived in a 2 bedroom duplex for almost 7 months. We were suppose to move in during October. None of this is okay.

  Business response

  11/30/2022

  Dear BBB,

  We will reach out to this customer and address their concerns under the terms of the contract and warranty agreements.

  Kindest regards,

  Business response

  12/07/2022

  Dear BBB,

  Good afternoon, per your request is our **** response.

  Across the board, in every division this past year, we struggled with rising rates which resulted in payment and cash to close concerns.
  
  In this familys situation,the file was set up 100% financing on a VA loan. At time of application, he was getting more of his good faith/earnest money deposit back. During construction, the rates went up and to secure a qualifying rate, there were now discount points and 30 days of interest based on a 12.2 closing date. These two things impacted their monthly payment and cash to close. Throughout the process, they were updated with Loan Estimate (LE) changes, however it was all different from where they began the process. To assist with cash to close, they elected to reallocate some design credit towards closing costs credit.
  
  6/9/22- Initial disclosures sent. Initial Loan Estimate
  8/5/22 ***** was asking on 2 deals at ***** ***** requesting LTL.  One of the customers was ************* 
  8/8/22 Additional comments from ***** to try to lock the customer due to rising rates.
  10/18/22 Comments from ********* we are 120 days LTL and a tad short to lock and required additional cash to close to upfront lock fees.
  10/21/22 ***** also mentioned she is trying to lock-in and the cost associated with the lock.  ***** requested additional seller incentives and CT discounted the cost on our end to try to accommodate.
  10/22/22 Update/notification to file and Division.
  10/25/22 Interest rate locked in. Locked agreement and LE sent to customer.
  10/26/22 Email to builder that customer is looking for additional incentives. 
  10/26/22 ***** emailed builder to advise of the restructure of the file allocating certain incentives from DS to CC to accommodate customer with CTC.  Borrower continued to ask for additional incentives. 
  11/17/22 Revised LE and Lock sent
  11/28/22 Email /sent to the customer on the appraisal that we were waiting for. 
  11/28/22 CD balanced and sent to Account Manager
  11/30/22 ************************* got involved since customers started asking for additional incentives again after builder and **** told them they had no more to give. 
  12/1/22 ************************* and *************************** communicated with the customer since they were asking for additional incentives.  ***** and ******** both explained all incentives, credits, and adjustments made to the file to accommodate their concerns. 
  12/1/2022 Reviewed cash to close CD vs. LE, seller incentive and reviewed that the *** was used to pay closing costs.   My perception is that at some point during the initial contract the salesperson mentioned *** is good faith should you cancel, the buyer understood this would be returned because he is doing a 100% loan.  CD giving $1400+ of *** back but with a ****.22 closing, CD was showing 30 days of interest (almost $3900). First payment February 1. Option to do interest credit and get $5300+/- back at closing but first payment January1. They elected to stay as is on CD.
  12/1/22 CD balanced.
  
  
  *************************
  Production Manager
  NMLS# ******
  K. Hovnanian American Mortgage, L.L.C.
  **************************************************************************** *****
  Company NMLS# ****
  O: ************ M: ************ F: ************
  *********************  ********************

  Customer response

  12/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The bottom line is that the lender was not truthful. In the beginning, we were told that the builder would contribute 13,500 at closing. When it came time to close, they put the 13,500 to the builder and not us as the buyer. We were misled and lied to. They knew that they were trying to keep our good faith money. 
  
  yes we were/are 100% VA funded which required no money down.
  The lender did not tell us it would be 2% of an origination fee either. We were told to lock in the rate that there might be a charge, but no one ever said $10k. Because they were not truthful with the amount of money they would be giving towards us “buyer” at closing and the last minute origination fee, we were stuck and couldn’t look at other lenders.
  It also took 3 extra months for them to finish the house putting us in a bind with the landlord of the duplex that we were renting. 
  
  After we reported the business to you all, they tried to over talk me in a 3 way call. They said that they would add $3900 at closing but that we would have to start making payments on 1 Jan on the house. Essentially instead of trying to find a way to be agreeable, they insulted me and tried to trick me into paying my mortgage earlier. So no, we wouldn’t be getting $3900 back we would be paying for our insurance 2 times by agreeing to the terms.
  This K Hov lender has been nothing but dishonest, rude, uncommunicative, and belittling towards me in this process. I have bought 4 homes and this has been the worst experience ever.
  We are still seeking 9k back in funds. That is what is owed to us from what the builder said they would contribute to our closing cost. They did not provide the funds. 

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

  Business response

  01/04/2023

  Dear BBB,

  We believe we have been completely transparent with providing the exact language from the Mortgage Company, and according to the signed documents. We would encourage the customer to reach out to the Mortgage Company for further information.

  Kindest regards,

  Customer response

  03/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:we know what they sent us and what was drawn up by the company at the finality of the events. What was unprofessional was the fact that they waited until the last minute to give us the documents for closing and then they moved the final amounts of our earnest money 20k to the builders closing cost instead of our closing cost.

  They gave the builder 20k is closing cost instead of crediting the money back to us. They took our good faith money. We received approximately $1.5k back at closing.
  

  KH was dishonest and unprofessional. We gave our money as earnest money not as down payment money and they took it. They waited until the final documents to apply the money so that we had no time to shop with other lends to compare prices. They owe us the remainder of our earnest money back of $18,5. 

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

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have multiple foundation cracks that are leaking in my basement. They already fixed 4 other cracks a couple months ago, now I have new ones. Also just had them fix my leaking main water line in basement. I want them fixed and I am also filing this so that KHOV management can know this is an ongoing problem. I also want to know why there are so many cracks leaking in water; did the workers use cheap material, cut corners, not know what they were doing, inexperienced inspection crew? I did not buy a new built home to have constant required repairs, if i did I would have bought a fixer upper. When i come home i want to feel safe and comfortable, not angry and wishing i never purchased a home with this incompetent company. its unreal how many leaks i have had and the time i missed from my work having to be home to get it fixed. Unacceptable, do better. With standards like this, how are you still in business.

  Business response

  10/19/2022

  Dear BBB,

  We are currently addressing the customer's concerns in accordance to Industry Standards and the *** Warranty. We will also verify proper drainage of the lot grade away form the home. Concrete naturally cracks as all homes with concrete foundations have hairline cracks, some of these can leak. We will continue to address this customer's concerns.

  Kindest regards,

  Customer response

  10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  No one has contacted me to schedule a repair. my ticket ********* was placed on 10/13 and there has been plenty of dry days to fix it. Also have a ticket ********* in for squeaky floor board in living room from 10/15 and no contact yet to schedule repair. believe nails in sub-floor in wrong spot, just need to be moved to correct placement.
  

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

  Business response

  11/21/2022

  Dear BBB,

  We will reach out to this customer and address these concerns under the terms of the warranty guidelines.

  Kindest regards,

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed WO# ********* for a leaking shower on 1/26. Chris R********* (warranty manager) arrived 2/9 and said he would arrange for my shower to be fixed. I have yet to have any work completed and every time I shower, I have to constantly stop and wipe water up off the floor outside the shower to prevent it from going under the trim and into the wall. After our appointment on 2/9 Chris cancelled the ticket for some reason. This has been an issue for more than 10 months. Tile workers have either not shown after confirming an appt or brought the wrong tile 4 times now. I have had my shower unusable, completely disassembled and sitting in my hallway for over a week now for the 2nd time. Chris' manager claims he doesnt have a manager to escalate to and I have reached out to higher ups at K Hovnanian with no resolution still. They refuse to complete the work and/or provide any information regarding the status. Attached is the email chains I've had going for a long time. My shower is completely unusable at this time with no date set for completion.

  Customer response

  10/11/2022

  From: ******************************* <*****************************************************************;
  Date: Mon, Oct 10, 2022 at 7:51 PM
  Subject: Withdraw Complaint ID ********
  To: <************@mybbb.org>
  
  Hello,
  
  I filed Complaint ID: ******** on 9/27 and they officially resolved my tile issues on Friday October 7th after 10 months of back and forth. Please close out the complaint.
  
  Thank you!
  
  *******************************
  ************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home did not have enough return vents installed. 1 vent was put in for 2 floors. The AC unit broke multiple times over 2 years from being overworked. I asked KHOV to verify this and they insisted 1 return vent was enough, even after 2 HVAC specialists said it was not. I then asked for a copy of the original HVAC report and it was clearly marked there should have been 2. KHOV then said it was probably dry walled over. Not the case, the duct work for the return was never even installed. Kitchen ceiling also started leaking because the duct work was not insulated properly. Upon opening the ceiling all the duct work was rusted and there was mold. My ceiling has been opened up or leaking for 3 months while KHOV delays fixing everything, does not return calls most of the time. I have not been able to have guest for 3 months since my kitchen ceiling has been wide open with plastic on the floor. I have had to take multiple days off work to accompany workers into the house. I have had to pay higher than necessary electrical bills due to the AC being overworked because it was not getting enough airflow. Spent an entire summer with an unusable kitchen.

  Business response

  09/27/2022

  Dear BBB,

  We have responded to the customer regarding this concern and all was completed prior to filing their complaint. We also agreed (for peace of mind) to order a new blower motor for the hvac unit to ease the custumer's concerns about long term reliability.

  Kindest regards,

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the walkthrough of the home with the construction Manager Joe G***** I noted many structural & non-structural issues with the home which I put on the checklist. I was told it will ALL be completed by move in May 2021. Moved in and issues were not resolved, I called customer care and report the same issues, a faulty water heater & AC and more. The water heater vendor acted swiftly and replaced the faulty water heater but I can't shower & use washing machine at once. But up to now and more than four attempts later the AC is still faulty, it didn't work when we moved in and stopped working this summer again until they came & patched it again. The home is new I do not want patch work on a faulty new AC unit. I asked they replace the entire system but they refused because it seems fine now. There are visible tack nails all around the capered areas which I had to hammer down myself for the safety of everyone in the home which included but not limited to a baby and pet. The construction is extremely poor, it was clear that there was not much oversight during construction or the construction manager is incompetent or didn't care for their job on a multimillion dollar development project for homes starting at half a million. The costumer care person assigned to my home Chris R***** is very incompetent, deceitful and does not care since he has not done anything without me having to reach out to his manager Micheal Crow even then the work is delegated to Chris and it all goes down hill. When I was told someone would come to my home 8am-12pm start fixing the issues, Chris lied that they came between that time but my camera shows someone at my home 7:28am and no calls notifying me. I just want the compensation for the cost of resolving the issues myself which is $60,000 as they have had since May 2021 to address them, but decided not to with the excuses and indifference. The company does not have any interest in their products (the home they built) )or customers.

  Business response

  09/19/2022

  Dear BBB,

  We are ready and committed to addressing this customer's Warranty concerns under the terms of the Warranty Agreement. We will reach out to this customer again.

  Kindest regards,

  Business response

  11/29/2022

  Dear BBB,

  We have reached out this customer to review her concerns and if a defect exists it will be corrected. The customer has asked for a monetary sum in lieu of us addressing the concerns as they pertain to the Warranty. We are unable to accommodate this request. I have reached out to the customer per her request of scheduling an appointment "after the Holiday's" and are waiting for her reply.

  Kindest regards,

  Customer response

  12/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The response is redundant and lack any actionable item. What do they mean by "if" so did I leave several unfinished walls and issues as seen in the picture presented in my home to blame it on them.  The mere fact there is an ongoing communication implicates them as the culprit.  The only response I received was from one of the manager wanting to come and see the issues for himself again for the second time because the guy who was suppose to manage it is no longer with the company. But this was only triggered by this BBB compliant. Like I have mentioned before I am no longer interested in their spotty fixes they dragged their feet and did not want to do the job so I am done. 

  Just give me the compensation I do not want anyone in my home I am feel unsafe and disturbed based on all theses events which now has been on going on to almost 24months still only 25% of issues resolved. This is not a warranty issue, the house is more than half a million dollars, unless they plan to hand over a new house (that's how warranty works)without these issues they need to stop being pretentious and trying to redeem their reputation by saying it is a matter of warranty. As a previous customer stated the standard for quality and workmanship is substandard without resolve beware.

  Regards,

  ***** ********

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning on September 12th, 2021, I discovered a stream of hot water shooting out of the wall in our laundry room. The pipe had split so I called a plumber to address the problem. He told me at the time although the pipe used for the hot water line was "code" it was not a good choice and was not even being used anymore. It took him a couple of days to find the coupling he needed to repair the line. He informed me that a future failure in the line was possible due to the poor choice of pipe. On August 1st, 2022, upon return from our vacation, I received an electric bill and water bill that were nearly double the normal for this time of year. The leak was confirmed, (under the foundation slab) by American Leak Detection. Attached are proposals from Quick Drains Plumbing. We are opting to have the entire house replumbed rather patching one leak only to have another failure in the future and have to do it all over again. This house was built in 2005, this sort of plumbing failure should not be occurring. I asked my neighbor if she had known of any other occurrences of this nature, and she said I wasn't the only one, (she has lived here since the development was first built.)

  Business response

  08/29/2022

  Dear BBB,

  We are sorry to hear that a customer had a leak issue in their home. Over the years products and methods in New Home Construction do change with new code requirements, energy requirements etc. It is more than likely that products and methods, code requirements have changed considerably in the 17 years since this home was built. If a customer believes there is a manufacturer's issue with a particular product we certainly would encourage them to reach out to that particular manufacturer.

  Kindest regards,

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this home in April 2021, and the lawn or shrubbery have been a nightmare since the beginning because KHOV laid sod on rock and trash with no soil. Of course the sod dies (as well as the shrubs). No amount of watering or fertilizing has helped, and a lawn expert recently informed me that the lawn is dying from poor turf. When I tried to raise this issue with KHOV before my 1 year warranty expired, they acted like it was my fault and that they were doing a huge favor to fix a part of my yard (again, they put sod on rock so it died). Now, the warranty period is over and I still have dead grass, rocks, and weeds. Most of my neighbors have this problem; KHOV just does shoddy work and leaves the homeowner to deal with the consequences. We have no recourse.

  Business response

  08/25/2022

  Dear BBB,

  We have recently replaced any dead shrubs under the terms of the warranty as well as sod/lawn replacement, over seed etc. This occurred last March and we have not received any communication directly from the customer since. Under the terms of the warranty sod is considered homeowner maintenance and new sod requires more care/water/fertilizer than an established lawn. The soil conditions at different sites can certainly vary however, the soil conditions at a particular community are going to be the same through out. Many if not most lawns at this community as well as any community are doing very well depending on what the customer is doing. I will reach out to this customer to discuss.

  Kindest regards,

  Customer response

  08/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:As predicted, the homeowner is being blamed for the condition of the lawn. However, I have watered it, fertilized it, and had lime applied. I also applied grass seed. Nothing works. The reason is because no matter how many times you replace the sod, or replace the shrubs, they are going to fail to thrive if you plant them directly into rocky soil. I had three professional landscaping companies look at the lawn. All of them said that there is poor turf. And I was also advised that the shrubs are dying because of poor installation.
  
  Also, it is incorrect to state that my soil condition is the same as the others in the same community. I was explicitly told by the builder that my lot was blasted out of the side of the mountain. I have photographs showing that my lot was solid rock. Others had their homes built on soil. That said, if you speak with the homeowners in this community, you will find that a large number are very dissatisfied with the landscaping services. Check the ******** account if you need to know more. 
  
  Regards,
  
  ****************
  

  Business response

  09/14/2022

  Dear BBB,

  We believe we have fulfilled our obligations under the terms of the Warranty Agreement. 
  

  Kindest regards,

*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. ↩