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:09/27/2023

  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 purchased a home from Khov on7/12/22 And we did not sign off on the closing due to our floors being cupped or warped We were told the floor would settle and if it didn't they would take care of it at the 1 year mark; Everyone one from Khov who looked at are floor agreed it was bad and said they would get back to us Well no one ever did and every time we reached out Khov said [****] they are fighting with the floor company Unfortunately i didn't hire the floor company i hired Khov and they blame the floor company And my wife called **** to see what's happening He said they passed it off to another company for arbitration. And said there is moisture in the house, But again nobody told us, Every time there seems to be a issue Khov says they will forward it to the appropriate department And nothing ever gets done Khov had no problem cashing my check And says we have a warranty I guess its only as good as the company issuing it We have pictures from day one clearly showing the floor warped and cupped Hopely you have a better chance of getting this resolved then i can Clearly this home buying from this company was one of the worst experiences of my life, And i have been a builder for over 38 years and would never treat anyone like this company does Thanks for taking care of this but Khov doesn't do anything hopefully this helps the next home buyer to aware of this company

  Customer Answer

  Date: 10/06/2023

  The house closed on 7/13/2022 and we notified them before the end of the 1 year warranty period about the floors being installed wrong and cupping. This was the result of installation not moisture as they are claiming because the floors were like this at the date of closing when the house was turned over to us. We enclosed date stamped pictures to prove the floors were like this before closing. They told us the floors needed to settle and if there were issues to wait and bring up at the 1 year mark.

  Business Response

  Date: 10/09/2023

  Dear BBB,

  Unfortunately this customer filed their complaint to the wrong Division. I will forward the concern.

  Kindest regards,

  Business Response

  Date: 10/09/2023

  Dear BBB,

                    This was Forwarded to the correct Division of K. Hovnanian Homes and I am aware of this claim and this is our official response:

  Homeowner claim of cupping floors was investigated and found that internal humidity and humidity in wood was very high and thus the cause of issue. 

  This inspection and verification was done at one year and measurements of home humidity and wood humidity were very high. 

  Manufacturer will not cover this issue because this as climate/humidity is homeowner maintenance. 

  We stand firm on this decline as not a install and not a manufacturer defect.  

  Sincerely, 

   ***************************
  K. Hovnanian Delaware Division, Inc. 
  O: ************ M: ************

  Customer Answer

  Date: 10/22/2023

  [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:
  The pictures we have attached show that the floor was installed with the cupping as per the date stamped pictures from June 2022 which was before we even closed on the house.  We have explained numerous times that at closing, we were forced to close otherwise we were getting charged $500. Per day.  We were told  the floors needed to settle by ***** who no longer works there, and if there was any problem, we should bring it up at the one-year warranty. Clearly the floors were installed like this and KHovanisnd needs to hold the floor company responsible for replacing . 
  
  Regards,
  
  ******* And ***********************
  

  Business Response

  Date: 10/23/2023

  Hello BBB,

                     Thanks for the submission.

  This claim has been denied (as at closing this was not documented) and brought to Warranty several months past closing and we did investigate and even brought in the installers and manufacturer.

  The humidity in home was way too high at time of our investigation (several months after closing) in the air, wood, and even the base board - thus indication of homeowner not keeping humidity levels in home properly.  They were notified of this and cupping of floor is caused by this. 

  We do stand firm on this and this was even sent and closed also by **** Arbitration / Mediation company also. 

  I hope this helps, 

  *************************
  Director, Homeowner Service
  K. Hovnanian Delaware Division, Inc.
  ********************************************** *
  Smyrna, DE *****
  O: ************ M: ************
  ******************** www.****.com                    

  Customer Answer

  Date: 11/05/2023

  [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 had a one-year warranty on the floor, at the closing the construction manager, ***** told us we would have to wait until the 1-year warranty to bring up the floor if it did not settle.  This floor is not wood it is a vinyl plank which is resistant to high levels of moisture. This floor was recommended to us by K Hovanian and was used throughout the house including the laundry room and bathroom which are high moisture areas. Now K Hovanian will not honor the warranty which was reported to them before the end of the year. K. Hovanian denied this claim before they even looked at our pictures showing the floor was put down at time of closing looking like this- all cupped throughout the entire house.
  
  Regards,
  
  ******* And ***********************
  

  Business Response

  Date: 11/17/2023

  Hello BBB,

                    Thanks for letting us know the homeowner's response.

  We are aware that the homeowner is not happy with the decline from the many communications with them and even the BBB responses we gave them showing why this was declined. 

  Thanks,

               ****** ******

• Initial Complaint

  Date:09/27/2023

  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.

  Good afternoon, I wanted to ask if anyone has done an investigation on K Hovnanian Homes, I am going through a home purchase where from the beginning I was told that I would get my earnest deposit back at the end of the closing. Now I was told that the deposit is completely going towards the closing costs. I am a military veteran and I am using my VA loan eligibility to obtain a condo. Also at the beginning I would be getting the 4.5% interest rate they told me later this year around the August time frame that I am getting a 6.5% which is really 7.06% for using the VA but this is still quite a large amount. I have talked to numerous people and they said that they could have locked my rates in at 4.5% and also if I am using the VA process why am I having to put all of the earnest deposit towards my closing costs. I would also like to know why they have an A + rating on the Better Business Bureau website? I wished that I never had dealt with them and now I have been threatened that if I do not go through the process that I will have to pay $500 charge each day that the condo would not be occupied if I am in default of the loan. I wished I would have known and had an attorney at the beginning of this process. Now I am stuck with a mortgage and property that I know I cannot truly afford. They are trying to create a financial burden on me and no one seems to think this is wrong in any way, now that it is getting close to the date to close. I have been threaten more than once which was verbal on the phone on 21 Sep 2023 and also on 26 Sep 2023 by email. I want out of the contract but it seems that they have me caught in this agreement with no way out. I would never recommend this company to anyone in the future and if anyone decides to do business with them make sure you have an attorney. My other complaint is having to pay two places where I currently live and then for the condo on 1 November which you have to give your rental office 60 day notice.

  Business Response

  Date: 10/19/2023

  Dear BBB,

  This matter has been settled with the customer.

  Kindest regards,

  Customer Answer

  Date: 11/06/2023

  [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 due to the fact that the Sales Agent and Mortgage Loan Officer knew that my lease did not end until March 2024. No one took in the fact that I would have to pay for two residences at the same time. I do not understand why everyone is overlooking the fact that I did not receive my closing date until August 28,2023. I cannot give my current place a short notice as they will not consider that to be enough time. They want exactly 60 days and there is no getting around that with my current lease and no one seems to understand they may not even break my lease until the end of the lease term therefore you are putting the person in financial hardship. No one cares about what bills you have to pay during the month they are only concerned with making money.

  You cannot send a closing date at the end of the month and expect where you live to respond with your termination for your lease in a short time. If you had to wait a year until they decided for a closing date then they should have been able to adjust your closing date. Home builders have too much authority for any development which gives the buyer nothing but stress. This is poor communication and planning therefore I do not accept their response to my complaint.
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/13/2023

  Dear BBB,

  Paragraph 7A of the Purchase and Sale Agreement that ***************** signed provides, in relevant part, as follows:
  
  “Closing shall occur as soon as possible after Substantial Completion of the Home at the time, date and place specified by Seller in a notice to Purchaser (“Closing Date”)…When so scheduled, the Closing Date and time of Closing shall be “OF THE ESSENCE”.  The Estimated Closing Date is stated in Section 2.  Purchaser understands that the Estimated Closing Date is an estimate and cannot be relied on and is subject to change…Purchaser’s failure to close on the Closing Date provided by Seller shall constitute a default under this Agreement…”
  
  The contract between the parties clearly described the process by which the Closing Date would be designated.  Nothing in the contract gave *** ******* a 60 day notice period for Closing on the home or required K. Hovnanian to wait for Closing until *** *******’s lease expired.  K. Hovnanian complied with its obligations under the Agreement.
  
  Kindest regards,

  Customer Answer

  Date: 11/14/2023

  [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 due to the fact that once again this company is avoiding the fact of everything that was done and disregarding everything just to make sure they cannot be sued in court. Dishonesty will not get you anywhere in this life. I am tired of the false accusations which from the beginning there was nothing honest about this whole situation. You have people working for this company that makes promises but then they try to throw a document that was signed in your face. This has no bearing on what was actually said and done which none of the documents prove anything.

  They do not have to honor anything but at the end of the day, the truth will come out about this company but most of all God has the final determination. I am done with this nonsense and do not send me anything else. I would never recommend this company to anyone to buy anything from them ever. They can get all of the people they want to send documents that does not prove the time between the email that was sent on August 29,2023 which given the fact that just because they are the builders you do not give a person time to negotiate with your current resident in order to ensure you are paying double. They have caused me to pay for two places at once therefore, I am going to stand on what I said previously and will not change my decision.

  Just know when you do wrong to people, nothing good will come from it which I am finished with this complaint. You do send a closing letter at the end of the month to tell someone their closing date has been set with no way of adjusting your date. I was told that if I did I would face consequences for doing it and was even threatened with having to pay each day that the property would sit until someone bought it. Therefore, I am done talking and you best believe God will rectify the situation.

  Regards,
  

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

• Initial Complaint

  Date:07/30/2023

  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.

  Hello,I'm writing to follow up concerning the 25th recent Follow-Up. Items have been pending since July 2022 in the ***************** Community (Lot ***************************), Fairfax, VA. FIRE DEPARTMENT AND FAIRFAX CITY: *********** lot **  has several known fire hazards (Identified in the documents via inspections) across the townhouse, generated by the mismanagement and poor construction oversight provided by KHOV. If something happens, it's important to note that I've tried more than 25 times to bring up these hazards in writing.****** (***************** Customer Site Service) has been described as extremely disrespectful and deceitful. He continues to promise repairs and installations but never shows up nor responds to messages. Last week, he supposedly scheduled the Plumber and roofing services; the plumber showed up and fixed 2 items, but he informed me that he was not authorized by KHOV to correct the shower misalignment. The roofing service never showed up. I had to call him on Thursday to confirm the subcontractors' schedule, but only 1 person performed the work, not completing all of the required items. It's been over 1 year, and KHOV and ****** continue to breach the contract and engage in a misinformation campaign. All of these items were supposed be fixed before Jul 28, 2023, under contractual and legally binding agreements. Several items need to be repaired due to City code violations and dangerous hazards, as per city ordinance and as per manufacturers.

  Business Response

  Date: 08/01/2023

  Dear BBB,

  I actually spoke with this customer and had a lengthy conversation and listened to his concerns. I have a meeting already scheduled with this customer on 8/3. We have no documented 25 attempts at contacting us.  We do not have any knowledge/record of alleged fire hazards, nor  was this was not brought up during our conversation. During our extensive phone conversation I let the customer know I wanted to meet with him and go over his concerns and visibly inspect these concerns on 8/3 when we have a previously scheduled appointment of 8/2 with several vendors . We will address all of this customers concerns in accordance with the Warranty Agreement and the Local Building Code Enforcement..The customer stated he was very appreciative of my call and was pleased we were to meet on 8/3 and go over his list of concerns.

  Kindest regards,

  Customer Answer

  Date: 08/03/2023

  [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: ************ stopped by the property we discussed the complaints, the lack of accountability of his subordinates, and the accepted that there was a total lack of customer service. Concerning the 25th attempts, we did not cover this on our conversation; nevertheless, I have evidence via email and text messages with his customer service representatives showing the attempts to request made. Concerning a fire hazard, we both agree that we're not electricians, so he will be scheduling an electrician to go over the open tickets.
  

  Nevertheless, importantly, I can only speak highly of ************, as he was extremely diligent and accountable for his team actions, which lead to an increase in trust and confidence in these deliverables, becoming confident that these issues will be resolved diligently. 

  Lastly, we agree that the actions to complete the remaining defects and repairs will be performed starting mid-September. 

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

  Customer Answer

  Date: 09/13/2023

  Hello, 
  
  I hope this email finds you well. I am writing to formally submit a complaint regarding the persistent and egregious breaches of our contractual agreement by KHOV Homes (*** **** and *** ********) over the past year. I am deeply dissatisfied with the continued failure to fulfill the obligations outlined in our agreement, and I am left with no choice but to seek redress through this formal complaint. Our agreement, as you are all well aware, stipulated that all required work, addressing issues and construction deficiencies, would be completed between September 11 and September 13, 2023. This date was carefully selected to allow ample time for your company to coordinate with subcontractors and rectify the outstanding issues. Regrettably, as of today, September 13, 2023, your company has failed to honor this commitment.
  
  I entered into this agreement with the trust that our prior agreements would serve as a basis for successful completion. However, your team has consistently failed to deliver on its contractual obligations. I even took three days off from work to support this effort, only to witness yet another failure on your part to address the construction issues adequately.
  
  Today, the roofing contractor was finally able to make corrections to the roof shingles. To my dismay, the contractor discovered exposed nails, the potential for water intrusion, and the installation of the wrong vent. These issues required immediate attention, further underscoring the substandard quality of the work performed. The contractor also expressed concern about water pouring into the vents and the surrounding ceiling, necessitating an interior water intrusion survey.
  
  Regarding the painting subcontractor, they failed to show up as promised both yesterday and today, leaving my townhome covered in blue tape, drywall mud, and without any sanding or paint. The staircase handle, which was removed on Monday, remains absent, leaving us without a staircase handle for days. Numerous unresolved issues that we had agreed upon addressing remain unattended, with no scheduled resolution in sight. 
  
  Below, I have outlined the unresolved issues that persist:
  Roof Water Intrusion/Leaks: Signs of water intrusion have been observed at the base of the door. This includes issues with the weather strip and caulking that require repair or replacement. Location: Back of Property (Picture 1).
  Unfinished Drywall: Unfinished drywall has been observed throughout the house, necessitating sanding, priming, and painting. Multiple stair trim points throughout the house also require repairs.
  Doors: Various door-related issues, including scratches, blemishes, and missing weather seals, require repair or replacement. As you mentioned, the front door has severe construction defects in the front door frame and also needs immediate attention. (This ticket was open months ago, but remains unaddressed) 
  Mold and Mildew: Kitchen balcony and first-floor patio door frames have mold, mildew, and humidity issues that demand replacement and proper sealing.
  Staircase Base Near 4th Floor Den: This issue, the base wood floor (4th floor near the den) needs repairs 2 wood slabs are cut incorrectly leaving holes and the corner was cut improperly leaving an opening.   This issue was promised to be resolved in April of this year, but remains unaddressed.
  Staircase Handle: Its absence poses a safety hazard and has not been reinstalled as promised that it will happen on Tuesday. 
  Exterior Drainage/Water Management: Extensions are needed on all downspouts, ensuring they discharge at least six feet away from foundation walls.
  Siding/Wall Cladding: Penetrations into the siding and exterior wall need to be properly sealed, using recommended materials such as Duct Seal or Big-Stretch caulk.
  Electrical Panel: Holes/openings in the electric/sub panel require plugs to seal the panel properly. (Washington ******** electrical box inspection/seal) has not come to inspect the electric panel.
  Plumbing Drain(s): There is a misaligned shower pan grate that requires repair. When the contractor was here did not provided a resolution. 
  
  I kindly request that you acknowledge the receipt of this official notification and our request for the fulfillment of our service warranty contractual agreement. 
  

  I anticipate your prompt attention to this matter and the immediate commencement of an action plan to rectify these long-standing issues.
  

  Sincerely,
  ********

  Customer Answer

  Date: 09/13/2023

  Hello, 
  
  I hope this email finds you well. I am writing to formally submit a complaint regarding the persistent and egregious breaches of our contractual agreement by KHOV Homes (*** **** and Mr. ********) over the past year. I am deeply dissatisfied with the continued failure to fulfill the obligations outlined in our agreement, and I am left with no choice but to seek redress through this formal complaint. Our agreement, as you are all well aware, stipulated that all required work, addressing issues and construction deficiencies, would be completed between September 11 and September 13, 2023. This date was carefully selected to allow ample time for your company to coordinate with subcontractors and rectify the outstanding issues. Regrettably, as of today, September 13, 2023, your company has failed to honor this commitment.
  
  I entered into this agreement with the trust that our prior agreements would serve as a basis for successful completion. However, your team has consistently failed to deliver on its contractual obligations. I even took three days off from work to support this effort, only to witness yet another failure on your part to address the construction issues adequately.
  
  Today, the roofing contractor was finally able to make corrections to the roof shingles. To my dismay, the contractor discovered exposed nails, the potential for water intrusion, and the installation of the wrong vent. These issues required immediate attention, further underscoring the substandard quality of the work performed. The contractor also expressed concern about water pouring into the vents and the surrounding ceiling, necessitating an interior water intrusion survey.
  
  Regarding the painting subcontractor, they failed to show up as promised both yesterday and today, leaving my townhome covered in blue tape, drywall mud, and without any sanding or paint. The staircase handle, which was removed on Monday, remains absent, leaving us without a staircase handle for days. Numerous unresolved issues that we had agreed upon addressing remain unattended, with no scheduled resolution in sight. 
  
  Below, I have outlined the unresolved issues that persist:
  Roof Water Intrusion/Leaks: Signs of water intrusion have been observed at the base of the door. This includes issues with the weather strip and caulking that require repair or replacement. Location: Back of Property (Picture 1).
  Unfinished Drywall: Unfinished drywall has been observed throughout the house, necessitating sanding, priming, and painting. Multiple stair trim points throughout the house also require repairs.
  Doors: Various door-related issues, including scratches, blemishes, and missing weather seals, require repair or replacement. As you mentioned, the front door has severe construction defects in the front door frame and also needs immediate attention. (This ticket was open months ago, but remains unaddressed) 
  Mold and Mildew: Kitchen balcony and first-floor patio door frames have mold, mildew, and humidity issues that demand replacement and proper sealing.
  Staircase Base Near 4th Floor Den: This issue, the base wood floor (4th floor near the den) needs repairs 2 wood slabs are cut incorrectly leaving holes and the corner was cut improperly leaving an opening.   This issue was promised to be resolved in April of this year, but remains unaddressed.
  Staircase Handle: Its absence poses a safety hazard and has not been reinstalled as promised that it will happen on Tuesday. 
  Exterior Drainage/Water Management: Extensions are needed on all downspouts, ensuring they discharge at least six feet away from foundation walls.
  Siding/Wall Cladding: Penetrations into the siding and exterior wall need to be properly sealed, using recommended materials such as Duct Seal or Big-Stretch caulk.
  Electrical Panel: Holes/openings in the electric/sub panel require plugs to seal the panel properly. (Washington ******** electrical box inspection/seal) has not come to inspect the electric panel.
  Plumbing Drain(s): There is a misaligned shower pan grate that requires repair. When the contractor was here did not provided a resolution. 
  
  I kindly request that you acknowledge the receipt of this official notification and our request for the fulfillment of our service warranty contractual agreement. 
  
  I anticipate your prompt attention to this matter and the immediate commencement of an action plan to rectify these long-standing issues.
  
  Sincerely,
  ********

  Customer Answer

  Date: 09/13/2023

  Hello, 
  
  I hope this email finds you well. I am writing to formally submit a complaint regarding the persistent and egregious breaches of our contractual agreement by KHOV Homes (*** **** and *** ********) over the past year. I am deeply dissatisfied with the continued failure to fulfill the obligations outlined in our agreement, and I am left with no choice but to seek redress through this formal complaint. Our agreement, as you are all well aware, stipulated that all required work, addressing issues and construction deficiencies, would be completed between September 11 and September 13, 2023. This date was carefully selected to allow ample time for your company to coordinate with subcontractors and rectify the outstanding issues. Regrettably, as of today, September 13, 2023, your company has failed to honor this commitment.
  
  I entered into this agreement with the trust that our prior agreements would serve as a basis for successful completion. However, your team has consistently failed to deliver on its contractual obligations. I even took three days off from work to support this effort, only to witness yet another failure on your part to address the construction issues adequately.
  
  Today, the roofing contractor was finally able to make corrections to the roof shingles. To my dismay, the contractor discovered exposed nails, the potential for water intrusion, and the installation of the wrong vent. These issues required immediate attention, further underscoring the substandard quality of the work performed. The contractor also expressed concern about water pouring into the vents and the surrounding ceiling, necessitating an interior water intrusion survey.
  
  Regarding the painting subcontractor, they failed to show up as promised both yesterday and today, leaving my townhome covered in blue tape, drywall mud, and without any sanding or paint. The staircase handle, which was removed on Monday, remains absent, leaving us without a staircase handle for days. Numerous unresolved issues that we had agreed upon addressing remain unattended, with no scheduled resolution in sight. 
  
  Below, I have outlined the unresolved issues that persist:
  Roof Water Intrusion/Leaks: Signs of water intrusion have been observed at the base of the door. This includes issues with the weather strip and caulking that require repair or replacement. Location: Back of Property (Picture 1).
  Unfinished Drywall: Unfinished drywall has been observed throughout the house, necessitating sanding, priming, and painting. Multiple stair trim points throughout the house also require repairs.
  Doors: Various door-related issues, including scratches, blemishes, and missing weather seals, require repair or replacement. As you mentioned, the front door has severe construction defects in the front door frame and also needs immediate attention. (This ticket was open months ago, but remains unaddressed) 
  Mold and Mildew: Kitchen balcony and first-floor patio door frames have mold, mildew, and humidity issues that demand replacement and proper sealing.
  Staircase Base Near 4th Floor Den: This issue, the base wood floor (4th floor near the den) needs repairs 2 wood slabs are cut incorrectly leaving holes and the corner was cut improperly leaving an opening.   This issue was promised to be resolved in April of this year, but remains unaddressed.
  Staircase Handle: Its absence poses a safety hazard and has not been reinstalled as promised that it will happen on Tuesday. 
  Exterior Drainage/Water Management: Extensions are needed on all downspouts, ensuring they discharge at least six feet away from foundation walls.
  Siding/Wall Cladding: Penetrations into the siding and exterior wall need to be properly sealed, using recommended materials such as Duct Seal or Big-Stretch caulk.
  Electrical Panel: Holes/openings in the electric/sub panel require plugs to seal the panel properly. (Washington ******** electrical box inspection/seal) has not come to inspect the electric panel.
  Plumbing Drain(s): There is a misaligned shower pan grate that requires repair. When the contractor was here did not provided a resolution. 
  
  I kindly request that you acknowledge the receipt of this official notification and our request for the fulfillment of our service warranty contractual agreement. 
  
  I anticipate your prompt attention to this matter and the immediate commencement of an action plan to rectify these long-standing issues.
  
  Sincerely,
  ********

  Business Response

  Date: 09/19/2023

  Dear BBB,

  We're a little confused by this response. We have been in contact wit this customer and communicated next steps to completing the list of items. To say that we are in breach of an agreement is not accurate. Please see below the email follow up that was sent to the customer on 9/13. We will continue to address this customer's concerns under the terms of the Warranty Agreement.

  Kindest regards,

  *** **********, I wanted to take a few minutes and follow up as I know at the very least the exterior doors still need to be addressed.

  The exterior door is scheduled to arrive on Tuesday 9/19. I will have it delivered as early as possible. Upon arrival we need to have **** come in and remove the front door and install the new. Additionally in this area we will need to caulk and touch up paint.
  
  The two rear doors on your deck also needs to be addressed. Trim needs to be pulled and the doors need to be sealed on the glass insert as well as around the interior and exterior of the doors. The trim board on one of your doors needs to be removed and extended to the basement slab.
  
  The remaining work should be almost all completed. I did not have a chance to follow up with Summit Roofing today or MI painters.
  
  If anything has been overlooked not on this please let me know so I can schedule it as well as the front door install.
  
  Thank you.
  
  ******* ********
  K. Hovnanian Mid-Atlantic Division, LLC
  O: ************ 

  Customer Answer

  Date: 09/20/2023

  [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 the provided response in inaccurate and incomplete. According to the agreement all of the work was agreed upon to be completed NLT September 15 202, as its evidence on this email thread. The below work which is still in contract and warranty hasn’t been performed.

  Below, I have outlined the unresolved issues that persist:
  Roof Water Intrusion/Leaks: Signs of water intrusion have been observed at the base of the door. This includes issues with the weather strip and caulking that require repair or replacement. Location: Back of Property (Picture 1).
  Unfinished Drywall: Unfinished drywall has been observed throughout the house, necessitating sanding, priming, and painting. Multiple stair trim points throughout the house also require repairs.
  Doors: Various door-related issues, including scratches, blemishes, and missing weather seals, require repair or replacement. As you mentioned, the front door has severe construction defects in the front door frame and also needs immediate attention. (This ticket was open months ago, but remains unaddressed) 
  Mold and Mildew: Kitchen balcony and first-floor patio door frames have mold, mildew, and humidity issues that demand replacement and proper sealing.
  Staircase Base Near 4th Floor Den: This issue, the base wood floor (4th floor near the den) needs repairs 2 wood slabs are cut incorrectly leaving holes and the corner was cut improperly leaving an opening.   This issue was promised to be resolved in April of this year, but remains unaddressed.
  Staircase Handle: Its absence poses a safety hazard, and has not been reinstalled as promised that it will happen on Tuesday. 
  Exterior Drainage/Water Management: Extensions are needed on all downspouts, ensuring they discharge at least six feet away from foundation walls.
  Siding/Wall Cladding: Penetrations into the siding and exterior wall need to be properly sealed, using recommended materials such as Duct Seal or Big-Stretch caulk.
  Electrical Panel: Holes/openings in the electric/sub panel require plugs to seal the panel properly. (Washington ******** electrical box inspection/seal) has not come to inspect the electric panel.
  OutsidePlumbing Drain(s): There is a misaligned shower pan grate that requires repair. When the contractor was here did not provided a resolution. 

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

  Business Response

  Date: 09/22/2023

  Dear BBB,

  We have acknowledged to our customer we still have obligations to correct these concerns. The materials ordered have arrived and are currently waiting on dates of access from the customer. We always fulfill our customer obligations and will continue to do so.

  Kindest regards, 

• Initial Complaint

  Date:07/19/2023

  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.

  Whoever installed our dry walls did a horrible job. We keep finding things now that we're painting the house. Parts are bent, curved, patches left, etc. No caulk under windows, on top of doors, on top of shower titles. We've been fixing those for a year. Horrible paint job on the doors and trim, some spots are completely unpainted. Some are painted with different whites. Some messed up doors. Paint on floors. Bad cement job on front porch (stained). We found a whole lot of rocks when it was supposed to be seeds and dirt for the grass patches.Our backyard still has a whole section without grass that we've been constantly asking for since before we closed on the house last year. Our kitchen cabinets are so cheap. They chip with anything. The top layer is so thin it's like I bought them at a supermarket. The floors. During closing we were told we can't mop these with water or any type of steam mops, even in the bathrooms. It needs to be a ******* mop because the floors aren't waterproof. Who does not put waterproof floors in bathrooms?Our floor vents don't match the carpet color, flooring or even the wall vents, and were filled with dry wall pieces and loose screws.Our garage. I get that it's unfinished, but the huge gaps they left between the concrete floors and the dry wall are unacceptable.The guys they sent to fix the nail pops did a poor job. Missed a lot of nail pops (there were so many) and left my house completely covered in dry wall dust (over furniture, couch, blankets, kids beds, towels, curtains, you name it - I'm still finding spots and cleaning and it's been 2 weeks), and a lot of spots with paint on doors, trim, floors, windows. I want from the builder: doors and door trims painted; grass on the sections that have been missing for over a year, new kitchen cabinets, new floor vent covers, waterproof flooring in the bathrooms, fix gaps in the garage floor.

  Business Response

  Date: 07/25/2023

  Dear BBB,

  We recently completed the 1 year courtesy drywall/paint for the customer. We do advise customers to only use floor cleaner recommended by the manufacturer. The bath flooring is LVP (Luxury Vinyl Plank) and is water proof.  These additional findings were unknown to us until now. We will reach out to this customer to discuss these concerns under the terms of the warranty agreement. 

  Kindest regards,

  Customer Answer

  Date: 07/30/2023

  [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:
  No one has reached out to us. 

  The findings are not new to Khov. 

  All floors are LVP and not water proof according with what we were told at closing. 
  
  Regards,
  
  *************************************

  Business Response

  Date: 08/08/2023

  Dear BBB,

  We have reached out to the customer and will do so again to address the concerns under the terms of the Warranty Agreement.

  Good evening,

  This morning is my birthday. We will not be available. 
  
  Thank you, 
  *******************************;
  On Thu, Aug 3, 2023, 13:23 ************************ <******************> wrote:
  Good afternoon,
  
  I am reaching out regarding your BBB complaint and my apologies for the delay. I would like to arrange to meet with you and discuss your concerns. I am available this Monday in the am if that is acceptable?
  
  Thank you
  
  *************************
  Director, Homeowner Service 
  K. Hovnanian Mid-Atlantic Division, LLC
  *********************************************
  Chantilly, VA *****
  O: ************
  ****************** ************

• Initial Complaint

  Date:04/11/2023

  Type:Order 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.

  signed a contract to purchase a town home, multiple issues along the way (the biggest being a mortgage employee suggested that i forge a signature on a document that was needed, corporate employees were made aware), when i eventually decided the errors and mistrust were too much and decided to not purchase the home, i received documentation that the loan was now not approved. per contract i signed in 12/2022, it states if the loan was not approved the 5000.00 earnest money would be returned. they are now stating they are holding it not as a penalty, but for "damages" due to not closing on the original dates (several reasons for not closing on the original dates). One of which was me debating using another lender after being told to forge documents, others were them advising me a few days before closing of additional items needed which took time to obtain) and money needed for closing after being told they would cover closing and being advised of how to use cash as a gift which when it came time to close i was told i couldnt do it the way that the first employee told me to do it

  Business Response

  Date: 05/09/2023

  Dear BBB,

  Unfortunately, the customer in the complaint defaulted her contract with us. We addressed their concerns fully under the terms of the Agreement of Sale.

  Kindest regards,

  Customer Answer

  Date: 05/16/2023

  [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:
  As i supplied in the original complaint, their response in the cancellation was that the loan was declined (addendum to purchase and sale agreement). Section k of conditional approval letter which was also attached previously states if they cannot close my commitment money will be refunded.
  I did not default. I decided to not continue to do business with them once i was advised by their loan person to forge my husbands signature to a letter and then send said letter via email or fax (multiple felonies there). Then i was advised he would not have access to my file or be part of the process going forward and he was. There was a huge lack of trust. They’re ok with an employee advising someone to commit multiple felonies to speed up a loan? The default was on their business practices, i provided everything they’d asked for to that point. They continued to reschedule closing dates while still needing new information from me, that is of no fault on me. The home has sold so there should be no need for “penalties” as they’ve also suggested. 
  i am not sure anyone would be expected to proceed with a large purchase from a company who employs persons who suggest crimes be committed to achieve a loan  
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/19/2023

  Dear BBB,

  We have addressed this concern under the terms of the signed Contract.

  Kindest regards,

  Customer Answer

  Date: 05/23/2023

  [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:

  the contract was violated when they suggested i commit fraud to get them the items they wanted 

  again i didn't violate a contract. I declined to proceed after being advised by their employee to commit fraud and then being guaranteed they wouldn't let him work the file again (which he did). They stated in the attachment i sent that the loan was declined by which their contract states would be a reason for a return. 
  I assume the next step is to proceed with an attorney 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 06/02/2023

  i can also forward the many many emails if needed

  thanks so much 

  Customer Answer

  Date: 08/23/2023

  attached is the part of the contract that i have and the denial

  it was signed electronically and they took away my access to the shared folder

  thanks

  Business Response

  Date: 09/21/2023

  Dear BBB,

  In response to **. ********’s recent complaint, it is important to understand that K. Hovnanian Mid Atlantic Division, LLC and the mortgage company to which ****************** refers are affiliates, but separate companies. 
  
  ****************** communicated her concerns with the mortgage company after it occurred, and K. Hovnanian Mid Atlantic Division, LLC followed up on those concerns.  It is our understanding that a comment was made in jest about ****************** signing something on behalf of her husband, but no serious suggestion was ever made in that regard.  It is also our understanding that after looking into the situation, the mortgage company took appropriate disciplinary action.
  
  ****************** was well within her rights to change mortgage companies if she was uncomfortable with her dealings with the original lender, but she was not at liberty to terminate the contract for the home if she was unsatisfied with the mortgage company.  K. Hovnanian satisfied all of its obligations under the Agreement with ****************** and expected her to perform in a manner consistent with the contract, which she did not.
  

  Kindest regards,

  Customer Answer

  Date: 09/25/2023

  [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:
  
  There was not an adequate response to the complaint As the person was still allowed to work the file. Who knows that it was in jest. It was not stated in jest until i stated i would not commit a crime. 
  if i changed mortgage companies i would have a much higher rate 

  regardless of all of this, the attachment I've previously sent shows that they said my loan was declined  and per their agreement IF the loan was not approved the deposit would be returned

  also if separate entities, why do they offer significant incentives to use their mortgage company when you meet with them and sign a contract? They all are employed by KHOV 

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

  Business Response

  Date: 10/02/2023

  Dear BBB,

  This matter has been resolved with the customer.

  Kindest regards,

   

  Customer Answer

  Date: 10/02/2023

  As of this date 10/2 k hovanian has stated that they are going to refund my deposit so i am ok to close this complaint assuming they will follow through. Thank you for your assistance 

• Initial Complaint

  Date:04/02/2023

  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.

  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

  Date: 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

  Date:01/12/2023

  Type:Sales and Advertising 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/16/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date:11/29/2022

  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 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/13/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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,