ComplaintsforK. Hovnanian Mid-Atlantic Division, LLC

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted my home builder in April 2022 regarding some issues around my home, including water stains in the ceiling of my guest bedroom. After numerous follow-ups from me on this, the builder let me know that someone would be sent to look at my roof. There was no coordination/scheduling with me for this visit. One day in May 2022, the person just showed up at my door unannounced saying he was there to look at the roof. He went up on my roof and into the crawl space below the roof. He left telling me that there was no issue. I was fine with that because the water stains were old. I did not have a current leak. There was no paperwork or anything for me to review/sign. A week later, the builder contacted me asking if the person showed up. I let him know that he did and what he told me. The builder responded letting me know that the person resealed my vents and roof boots (later added vent reset). A month later (June 2022), I had a fresh water stain in the master bath ceiling after a rainstorm. I didn't feel like going through the hassle with the builder, so I called my insurance company. They reported that the ridge vent needed to be reset. A month after that (July 2022), water leaked from my exhaust vent in the same bathroom during a rainstorm. I contacted my insurance company again as well as my builder (after putting two and two together regarding the work that had previously been done on the vents back in May 2022). My insurance company reported that the caulking above the exhaust vent was compromised. Their photo showed that the caulking in question was new. I informed the builder of the insurance reports and that my exhaust vent leaks every time it rains. It appears that the work, done by the person the builder sent, needs to be corrected. The builder is refusing to have someone come back out to address this or even inspect. My requests for the records/documentation of the work done by the person that the builder sent are being ignored.

  Business response

  08/05/2022

  Dear BBB,

  We were contacted by the customer during a severe storm regarding water dripping from the ceiling bath vent. Wind driven events are not covered under the terms of the warranty agreement however, we did send our roofing contractor out and they reported the same as the customer's insurance company that sealants were in need of attention. I informed the customer we do not "maintain" the home under the terms of the warranty and that we do recommend homeowner's have their roofs checked for maintenance by a licensed roofing contractor every 2-3 years or after a severe weather event. Unfortunately many do not have their roofs checked until there is an issue as is the case here. Over the years roof sealants break down, severe weather damages shingles, loosens vents etc. all of which are considered home owner maintenance. Unfortunately we had to decline further action.

  Kindest regards

  Business response

  08/23/2022

  Dear BBB,

  We believe we have acted in good faith with our initial response to an 8 year old home for services that are not covered by the homeowner's warranty. We have recommended the customer have regular maintenance performed on the roof to identify possible trouble areas from storm damage, UV/Temperature extremes causing degradation of sealants etc. We recommend these maintenance practices to all customers. Unfortunately there is no need for a "return trip" for items considered homeowner maintenance.

  Kindest regards,

  Customer response

  09/28/2022

  [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: The initial response was not in good faith.  Rather than checking out the issue, it was automatically brushed off, first as normal occurrence during heavy rain, then as a 'maintenance" need.  Khov ordered a contractor who was sent out two months prior to my issue arising, and performed minor maintenance on my roof (that actually was not needed).  No one ever rechecked the contractors work to confirm that my issue was actually a "maintenance" need and it was never explained why I would need maintenance performed on top of maintenance that was just performed by that contractor.  It's understood that maintenance is not covered under the warranty; however, the maintenance was performed and there were issues stemming from the work performed.  To this day, there was never a response to a corporate complaint I filed directly with Khov on July 13 2022.  There was no good faith at all in this situation, which is why I engaged BBB.  The "return trip" is no longer needed at this point because rather than continue to have water dripping into my bathroom every time it rained, I had another contractor correct the work that was never re-checked or corrected by the previous contractor sent by Khov.
  
  Regards,
  
  *********************
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new construction property from K Hov about a year and a half ago. After 1 year, K Hov was supposed to do the warranty repair on house according to the contract. Initially, it was a huge delay on scheduling a repair service and my initial repair was done in Feb. The service coordinator did not communicate properly and only partial things were completed. I attempted to contact the service department more than a two dozen times in the past 5 months to get the remaining warrant items to be fixed. As of today, after 5 months later, I'm still waiting on a response. My complaints are 1) Poor communicate (or I would say none) from the home service department. I could not get a return call or they did not want to provide me the supervisor's contact for me to reach out. All I can do is just hoping to hear back from them. 2) Poor customer (home) service after they sold the property. It's like they don't care after they sold the property, it's all on the home owner even though the sales contract stated they will repair the warranty item. Now it's going on 6 months of dragging and I'm very frustrated.

  Business response

  07/05/2022

  Dear BBB,

  While we recognize delays in the industry with labor and materials, we hope to set a clear expectation with our customer's and keep them informed as best as possible. We will reach out to this customer today and confirm what concerns are remaining and any warrantable defect will be addressed under the terms of the warranty agreement.

  Kindest regards,

  Business response

  10/19/2022

  Dear BBB,

  I have reached out to this customer and  offered my apologies for failing to follow up in a more timely manor. I am please to say we are back on track to address this concern and I myself will stay involved until it is completely resolved. I thanked *** ***** for being kind and patient and that I am committed to bringing this issue to final completion.

  Kindest regards,

  Customer response

  10/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed two Documents, 5/24/2022 , one with My Sales purchase contractor and another with his Manager to cancel on the purchase of a newly already built home because i did Not qualify for the lending. The original purchase contract states if I do not qualify my refund must be returned. I am a VA home buyer and must stick to the pre approval budget which makes me NOT qualify for the home as well as income. In this cancellation agreement that everyone signed, it states i am Owed as a refund, $25,400 back of my ernest money deposit. Verbally and in writing, that my money is due back to me since cancelling and signing on day 4 of my recision period on 5/24/2022 and 5/25/2022. AN ACTUAL DATE AND TIME FRAME has not been given to me besides be patient and give it some time. Now i am Told by the end of this week, it is now the end, June 3rd. I suspect This company of holding onto my money until they get another buyer which is untrustworthy and illegal. I have Contacted my Military legal advice to seek legal reparations but before it goes further i am Attempting to reconcile this through BBB. I did A debit transaction, so a paper check should not be mailed to me. I should be refunded immediately via DIRECT DEPOSIT back into my account asap! I was told this refund would be expedited. I need The exact date written and signed by head authority for my refund, and i need My money back immediately. I cannot Proceed to purchase any other home for me and my family with my funds being held from me, without legal reason, or a response. And from the looks of complaints online, i see I am Not the only one who has had this untrustworthy ordeal with this seemingly reputable home Building company!  BBB please contact them for me, I'm sure YOU will get a response. I have The canceled signed documents and emails and texts, so do they. I need A direct deposit refund of $25,400 NOW. Legally and morally Nothing to dispute or negotiate.

  Customer response

  06/14/2022

  From: ************************* <**********************>
  Date: Mon, Jun 13, 2022 at 5:36 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania  in regards to your complaint #********.
  To: <****************@mybbb.org>
  
  My complaint has been resolved i was Finally refunded 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is new home. Many issues within one month of Move-in. There are noises and squeaking from flooring. Actual root cause is wrong installation of joist clamps and sprinkler pipes. Sound is very loud for Down stairs. Builder warranty service cut and opened sub floor and made it worst by not fixing the issue and messing the floor and now noise became loud. Framers who tried to fix clearly mentioned that the issue of noise is from wrong installation of sprinkler pipe and joist clamps. Other area of trouble is kichen. There is cracking and rattling sound all over kichen and dining area. Builders warranty service is deferring to fix to end of the year instead of fixing now. Builder trying to quote generic contract to deferred or refuse to service the issues. We have clear contract which says issues from workmanship and material comes under warranty. Even their floor inspector certified issues and recommended to repair. Warranty service not trying repair actual issues. Instead tried some patch work then started refusing to service requests any more. Kind of special treatment for our home alone. Attached screenshots for references

  Business response

  05/23/2022

  Dear BBB,

  We are currently reaching out to our customer to meet and discuss and re-evaluate his floor creaking concerns. We will address these concerns under the terms of the warranty agreement to ensure we are properly addressing the issues.

  Kindest regards,

  Customer response

  06/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My basement has cracks in all 4 corners of my foundation. Pictures are attached. A ticket *********** was opened on 3/10 and closed on 3/24 but it was still leaking so another ticket *********** was opened on 3/24 . The service manager had the same company come out 3 times because they never fixed the underlying issue completely and I still have cracks with water coming in. I called the customer service number and they had the person who oversees foundation for this region contact me and they said that the contractor should have used a needle to inject an expanding resin in the cracks. This was not done by the contractor, all they did was patch over the cracks which is why it is still leaking.On 3/13 ticket *********** was opened for a rattling tick sound in the air duct when heat runs. It was cancelled on 3/26 and I was never contacted by the service manager for them to come out and take a look at the issue. I submitted another ticket *********** for it on 3/28 and still no response.I have a ticket *********** submitted on 3/12 for 2 of my vents. One does not open/close. The other doesnt open all the way as the 2 blades hit against the air duct. The service manager said that the hvac company was supposed to contact me, but they never did.I contacted the service manager by phone on 3/28 to get a status update for everything, but they did not answer so I left a voicemail, text, and email with no response back. I contacted the customer service warranty department also, who said they would send a message to the service manager to provide me with an update, but they did not contact me. I understand that you are done building in our community and are now focusing on the ******************* but our community still requires service in a timely and professional manner. If you are so busy, perhaps your multi hundred million dollar company could hire an additional service manager and contractors so that our community can still get prompt and professional service too.

  Business response

  04/04/2022

  Dear BBB,

  Thank you for reaching out with our customer's concern. The customer did inform us that there is still a "damp spot" and so I have instructions to schedule a ****************************** to provide a "polyurethane injection" with epoxy that will permanently remedy this occurrence. We are also recommending to our customer to extend the downspouts around the home to channel water away from the foundation.

   

  Kindest regards,

   

  Customer response

  04/05/2022

  [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:

  you still need to address the other 2 issues i had in my complaint, the sound with the heat and the other issue with the 2 vents that are not working properly. Can some please contact me to fix the issue. It has been several weeks now. And one of the issues (the sound with the heat) you canceled my original ticket without even coming to take a look at the problem and i had to resubmit.
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business response

  04/12/2022

  Dear BBB,

  Our records indicate the hvac contractor did indeed inspect this on more than one occasion and could not duplicate this concern with the noise. Our customer describes this as occurring with the heat. More than likely this is expansion/contraction with the metal duct work and during the heat season it is expected to tick/pop/creak as the metal expands from the heat, this can occur again as the metal cools as described in the customer's ************ and the **** Guidelines. The service records also indicate the two registers the customer had an issue with were replaced. However, to ensure we are accurate, I will reach out to our customer to follow up and discuss. If an actual defect is present , it will be corrected. We will continue to address our customer's concerns under the terms of the ************ Agreement.

   

  Kindest regards,

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel there is lot of construction quality difference between my home and neighbor homes. I was being made believe this is how home will be . However I started feeling there is unfair treatment towards my home construction compared other homes.Issue1:Within 1.5 months of possession of new home , we observed plywood at side of home popped out and created huge gaps. Because of this, sidings got gaps and we hear continuous knocking noise in home from sidings in normal days. If it is windy, noise is very loud like some one throwing stones at walls.If we buy brand new car and its door is popped out and created gap, do we put some thing to cover gap or fixing the issue why it popped out. Plywood popped out and exposing plywood. These gaps letting air into side nags and created gaps and creating knocking noise in home alway. Looks like rain water already damaged the plywood . You see this wood chips are peeling off. This will lead to mould and other issues.Issue:2 Within one month, many weather cracks .. none of my neighbors reported weather cracks as of now. New cracks keep coming every other month. I was only one fix provided for such cracks. Do we need to wait to show up cracks all over home and then get them fixed one time .. no feeling of new home..Issue3:Very bad roof finishing compared to neighbors home. My home roof: looks dented and curved. Connection to other home not a clean finish. Looks like roof installed years back.Issue4:Concrete wall is uneven.

  Business response

  12/16/2021

  Dear BBB,

  We currently have an open service request for this customer and are addressing the concerns. We will assure or customer that any construction defect will be corrected. We will also discuss with our customers regarding typical drywall cracks/nail pops that occur primarily the first year in all new homes.

  Kindest regards,

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  so many items i had to contact the warranty department for. my hvac vents make weird ticking/knocking noise that they have yet to completely resolve. during construction the installers left grout stains in my shower pan and the service department manager will not fix it because it was not noted during the walk-through. i didnt notice it at the walk-through because the house was still dirty and hadnt been cleaned yet and it blended in with the dirt and dust. my siding fell off of my house, also had warped siding. siding is making a popping sound. my subpump was not installed correctly and had stopped working. nails in the stairs carpet that hurt. leaking pipe in basement that needed to be fixed twice. had a large gap in my molding on kitchen cabinet and air bubbles in another. caulking in my kitchen and bathroom is already coming apart. I wish I didnt buy a house with this company. If i wanted constant repairs i would have brought a fixer-upper. not happy with craftsmanship and quality of house. this process has been mentally exhausting. requesting repair of my grout stained shower pan.

  Business response

  12/16/2021

  Dear BBB,

  We are currently addressing this customers concerns and have already agreed to address the stain in the shower pan. We do inform all customers to expect cosmetic concerns to arise the first year and we provide a courtesy visit to address these items such as caulking separating, drywall cracks etc. We have also sent a service ticket to our siding contractor to replace the piece of trim that blew off during a storm.

  Kindest regards,

  Business response

  02/02/2022

  Dear BBB,

  I met with this customer Monday 31st. We are indeed addressing this concern and are scheduling this with the customer. We came to a good understanding regarding his concerns and are moving forward to address the knocking sound. The customer was pleased with our response.

  Kindest regards,

  Customer response

  02/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  10/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Closed on a new home October 30th, 2020. On March 9th, 2021, I submitted email service request regarding storm water drainage issues in the yard. Nothing was addressed. On May 4th, 2021, another email service request was sent. Nothing was addressed. The lack of grading has resulted in overly saturated dead patches throughout my front yard. Insufficient seeding and erosion prevention in sloped backyard has resulted in large areas of topsoil being eroded away. Improper grading results in storm water runoff pooling in southwest corner of back yard instead of draining. Upon final walkthrough, the fireplace hearth had a corner that had broken off. Was told there was nothing they could do to fix it. When moving in, noticed that the fireplace is not centered on the wall (the other ****** in neighborhood has same issue). Was told there was nothing they could do to fix it. On final walkthrough, questioned why only half of front porch had railing. The answer was they were not required to put railing on rest of porch because it was not a safety issue. Same issue with every home in neighborhood. Gives the houses an incomplete look. (Two construction managers "promised" they would get railings installed for us).A ceiling fan mount was paid for when selecting options. Location was requested to be in center of room. Just recently noticed it was not. Installed location makes it unusable. On 10/30/2021. I resubmitted a list of outstanding (and new) issues. The lack of resolution of older issues is primary reason I am listing here on BBB.

  Business response

  11/08/2021

  Dear BBB,

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

  Kindest regards,

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our home in Oct. 2020. Before we even moved in we had a section of dying sod that was replaced. Our next-door neighbor was also having her sod replaced for the third time by the builder. When spring came, we watered and fertilized as normal. Halfway through the summer, we noticed that there was no growth and it was dying again, along with standing water around the foundation in the back of our home. In August 2021, I reached out to the Senior Construction Comms Manager - who told me to submit a ticket - to have our lawn replaced. He sent out a contractor to get a quote on how much it would cost, the contractor stated that the issue starts with the builder not putting down any topsoil. After a few emails back and forth with the Comms Manager, he has officially stopped responding and ignores my emails even though he said they would replace it. The builder needs to replace and grade my lawn due to their ignorance when it comes to setting their customers up for succes.

  Business response

  10/27/2021

  Dear BBB,

  We will reach out to this customer and go over additional tips regarding lawn care as well as recommend annual lime treatments as the soil in this area can be acidic. At the time of closing the new lawn was in very good condition and photo documentation placed in our files. However we will reach out to this customer and perform a lime treatment, top dress with organic material and a heavy over seed to assist them. 

  Kindest regards,

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased and built a new home with K.Hovanian Homes in Virginia. We moved in Feb 2020 and immediately noticed the backyard had water issues stayed saturated. Spoke with Construction Manager in which he stated it will get better in July 2020 because it will start to go in the ground. We called the KHov service desk in Aug 2020 to say we were still having issue they sent Service Manager out, and he schedule with Construction Manager to have the yard surveyed again to make sure the swell was draining the water out properly. The first surveyor came within week put sticks in yard. Then nothing for months no one came back to say it was issue or not. We called again finally construction he can by but nothing happened. Called again they sent another surveyor Feb 2021, then stated there was issues that needed to be resolved. Then we having been getting run around ever since. Emailed up the chain in construction team but no resolution. pic attached different times in year water issues

  Business response

  08/23/2021

  Dear BBB,

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

  Kindest regards,

  Customer response

  08/31/2021

  [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 submitted mulitiple complaints before the pool was installed. The pool company never moved any of the surveyors sticks that were put in way before the pool was being constructed. We asked KHOV to fix the yard multiple times before we started construction on the pool. The pool is well behind the swell line where the water sits. My POOL contractor made sure too put the pool behind so that the water would run out the yard properly. Also that last time **************** came with contractor the Contract company stated they could fix the yard, and that was this year and the pool was already done. He said they were coming back within week, and we didn't hear anything. Then we emailed again and he said he was waiting for ************** to approve the company to come fix the yard. .........I WANT MY YARD FIXED I PAID TO MUCH MONEY FOR NEW HOME, FOR IT TO HAVE SITTING WATER CAUSING MOLD AND MOSQUITO AND PEST PROBLEMS, THIS IS A HEALTH HAZARD TO MY FAMILY AND PETS. HERE ARE PICTURS OF MY YARD TODAY.

  I HAVE ALL THE EMAILS AND COMPLIANTS AND SERVICE REQUEST FOR KHOV TO COME FIX THE YARD. THIS IS THEIR FAULT THEY DID NOT COME FIX IT PRIOR TO THE **** BEING INSTALLED. I HAD PLANS TO PUT **** AND SO IM SUPPOSE TO WAIT WHEN KHOV KNEW MY BACKYARD NEEDED TO BE FIXED. NOW THEY WILL HAVE TO WORK AROUND THE POOL, BUT THEY WILL COME AND FIX THIS YARD. 
  
  Regards,
  
  *********************************

  Business response

  09/01/2021

  Dear BBB,

  We will gladly revisit this customer's concern and address it under the terms of the Warranty provided.

  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. ↩