Complaints

This profile includes complaints for Main Street Homes of VA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Main Street Homes of VA, Inc.

  15871 City View Dr Ste 100 Midlothian, VA 23113-7307

  
• 

  Main Street Homes of VA, Inc.

  PO Box 461 Midlothian, VA 23113-0461

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home from this builder which came with a 1 year warranty. Almost none of my repairs were completed within the warranty period. They would always say they were working on it but I would never hear back and the work would never get done. I have had roof leaks which are still not fixed, no water damage specialist has looked at the areas nor has the water stains been taken care of, flooring repair that spans my entire first floor from living room to kitchen. They have come out multiple times, taken photos and wrote stuff down and said they will submit it but ultimately no repairs have ever been done. HVAC issues in the home some rooms can't heat or cool properly, the second floor is 72 today yet 2 rooms on that floor can't heat above 60 that's 12 difference and unacceptable in a brand new energy star home. There is a documented insulation issue in my home, they didn't install enough insulation in some areas while other areas have none. There is a notched truss. Oven has issues with condensation and setting off the fire alarm. Sadly my children dont respond to the fire alarm going off anymore this is a serious safety concerns, yet when the oven sets the fire alarm off every time it's used you learn to stop reacting to the alarms. Several shingles still have holes on the roof. Some windows cold air pours into. Fireplace repair that was never completed, sprinklers that were never installed, grading issues that were documented prior to home purchase and I was told would be taken care of but never were. There are more items that they have failed to repair im out of room to list it all. They have refused to do the end of warranty nail pops, cracks, re-caulking, grouting etc. This is what ******* gets you. The only things on the list they fixed were the items the county forced them to fix. I want these items fixed and won't stop until they are.

  

  Business Response

  Date: 02/06/2025

  We appreciate the opportunity to address your concerns and provide clarity on our commitment to quality and our customer service. We provide our homeowners with a comprehensive Homeowners Manual and a transferable RWC 5-Year Structural Warranty. Our customer care team is dedicated to assisting with warrantable items during the first year of ownership and offering guidance as needed. We have addressed all warrantable issues brought to our attention and, in some cases, went beyond our obligations by addressing non-warrantable items as a courtesy. Its important to note that the one-year warranty period for this customer expired last year. Some of the concerns listed in the customers attached document are new and were not reported during the warranty period.
  
  Our team has been proactive in addressing their concerns. We have conducted onsite meetings to review them thoroughly. Our **** trade partner and other trade partners have visited their home multiple times, and we have coordinated closely with ******************* regarding these matters. Chesterfield County inspectors visited the home three times in the last two months, including a visit on 2/6/25, during which the inspector indicated they would be closing the customers complaint.
  
  We take great pride in the quality of our ENERGY STAR Certified homes. Built to meet the stringent standards set by the ************************************ (***), our homes undergo rigorous inspections, testing, and verification by county inspectors, and independent third parties to earn the ENERGY STAR label. This certification ensures that our homes meet or exceed the **** requirements. Some of the features that highlight our quality and set our ENERGY STAR Certified homes apart include:
  
  A fresh-air system that introduces a controlled amount of outdoor air, combined with a high-performance filter to enhance indoor air quality and reduce dust, pollen, and other allergens.
  A comprehensive water management system with flashing, moisture barriers, and heavy-duty membranes to protect roofs, walls, and foundations from moisture damage.
  A high-efficiency heating and cooling system designed and installed for optimal performance, ensuring year-round comfort in every room.
  Comprehensive air sealing, quality-installed insulation, and high-performance energy-efficient windows and doors to minimize warm and cold spots, enhancing energy efficiency and comfort.

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As you can see with the attachments provided all items were claimed prior to the warranty ending. I was told on multiple occasions that the builder would be addressing these items. Instead they did not fix anything on the list. Multiple items were claimed within the first month of owning the home with some items on the list being on my preclose list and I have signed addendum for. There is still an issue with heating and Cooling in my master bathroom and closet as shown in the photo provided which was taken today. The master bathroom is 61 yet the heat in the next room where the panel for the 2nd floor is set to 68. 

  They never properly corrected any complaints. Instead in the past they just state they will send someone over, that person speaks to me about the same things I already reported via email and ultimately nothing ever gets done. The only things they have done in my home since October are the things the county has forced them to do. I have plenty of evidence via photos and videos to document this heating/ac/insulation issue in my master bathroom and closet. I have provided the builder with that on multiple occasions and they stated they are done. My porch roof is another major issue. The roofers found holes in shingles on the roof where the water damage is yet the builders are refusing to fix the soffit where the water damage is. There are so many items on the list and none of them have actually been completed. Just because they state they are does not mean they are complete. My evidence shows otherwise. They lie and bully their way through the entire process. This is horrible that it's come to this point. It would have been so much easier for them to just fix my home, instead they cheat customers. I am not the only homeowner in my neighborhood with issues, lots of these homes have similar issues. I just want the builder to fix the items I claimed prior to my warranty ending which is the list I provided that's not too much to ask after all I made good on my end when I paid for the home.. I didn't cheat you out of anything, you cheated me out of a fake warranty where you don't actually fix anything that's what's called a scam. You deemed almost every repair I claimed as unwarranted. 

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

  
  

  

  Business Response

  Date: 03/04/2025

  We have communicated to the customer that we have met our obligations. We recommended that they submit a request to their home warranty company, **********************************, a five-year warranty for new homes provided to all of our customers. See the attached document.  

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  All items claimed are warrantable items under the 1 year warranty with the builder and they have refused to fix the items during that period. They also refused to do the end of year warranty service to include fixing nail pops, recauliking, grout etc. They created damage to the home when repairing the sink and have refused to fix the damage they created. I have provided photos and documentation on several occasions to the builder and they have refused to communicate instead they they have stated they are done communicating and done fixing anything in my home. The roof repairs are still not done, the leak repairs are still not done. All items on the list i have provided are warranty items the builder should be taking care of not some warranty after the fact. The builder is angry that I was forced to involve the county to force their hand in fixing the code violations on my home that's why they are refusing to fix anything. This is bad business practices and horrible customer service. If they stood by their products they should be fixing these mistakes within my home. This entire issue would be resolve if they would fix the outstanding issues.
  
  Regards,
  
  ******* ***********
  
  
  
  
  

  

  Business Response

  Date: 03/18/2025

  We have communicated to the customer that we have met our obligations. We recommended that they submit a request to their home warranty company, **********************************, a five-year warranty for new homes provided to all of our customers. See the attached document.  

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As i have previously stated all claimed items were presented to the builder during the builders 1 year warranty period and would be covered under the builders warranty. Anything that happens after that time could be claimed with a new warranty company. Items that happened prior to the new warranty taking place would be considered a pre existing condition of the home. All items claimed that the builder has refused to fix are items that had a warranty with the builder and should be fixed by the builder. This includes the damages the builders created to my home when leveling my sink that they are also refusing to fix. The long list of items still remains the builders responsibility to fix. It is unreasonable for the builder to think they can walk away from home repairs they are under contract to fix. 
  
  Regards,
  
  ******* ***********
  
  
  
  
  

  Customer Answer

  Date: 03/30/2025

  I closed on my home October *******. The warranty was valid for 1 year. I sent the builder several emails in September 2024 claiming warranty defects. They originally were working with me. November I was forced to call the county code inspector because the builder had not done anything on the list. Instead they just kept coming to my home and doing Inspections but doing no actual work. On January ******************************************************************************************************************** and they were done. I am unsure what you mean by original 1 year walk through paperwork? 

• Initial Complaint

  Date:10/17/2024

  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 contacted this office regarding water streaming through my backyard, due to builder not properly grading my lot, the back yard should have been built up, therefore water when it rains pools in the backyard like a stream, we brought this to the attention of builder when we were getting a patio/walkway installed. Builder agreed there was issue; however, felt it was irrigation. ****************** came out and found there was no burst pipe in our irrigation system. Our neighbor having the same issue of their property as well. We are seeking an attorney, in our experience, as well as others in this new neighborhood the builders can be challenging to deal with after closing. We need the builder to help grade our backyard correctly. I have pictures that are too large to add to this file I will email along with case number.

  

  Business Response

  Date: 10/18/2024

  On 10/17/24 at 3:37 p.m., Mr. **** submitted a request through our customer care portal for his yard, and our team replied on 10/17/24 at 4:15 p.m. We replied with an email to Mr. **** stating that we scheduled a team member to assess his yard concerns in person on Tuesday, 10/22/24, at 8 a.m. A second email was sent to Mr. **** on 10/18/24 to ensure that he received the scheduled appointment referenced above.

• Initial Complaint

  Date:09/11/2024

  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 moved into our new home last Nov. The house is nice. The problem is the after closing support. We have a large part of our front yard that floods after a heavy rain. I opened a ticket with Main Street Homes (MSH) and someone came to look at it. They said they would get back to me. After a week or so they said anything beyond 10 feet from the house was my problem. I bought land..not a lake. I cannot imagine a builder not fixing this after a few months in the home. It is the right thing to do. It took a prior complaint to the BBB to get **** *********** to visit. When he visited our property he agreed it would be fixed. On May 15th he said someone would come and measure the grade... we NEVER saw anyone. On May 21st he said he would have someone out that week, we NEVER saw anyone. On June 3rd he replied to another email saying he was working on it, again we saw nobody. On June 6th ************ said...Good afternoon ***,We are working on scheduling with our grader and will have an update for you by the close of business on Friday. Thank you for your patience.Regards,******** ***** | ************* Manager Guess what... still NOBODY !! On June 14th I got this email....***,We will have the repair completed by the end of next week.Thanks,**** Still NOTHING happened!!I told **** early on that we had a pool set to go in and he needed to get the issue fixed prior to then. It was never fixed due to MSH constant delays. I told **** that the Pool builder was ready to go and he would have to wait til it was done. He agreed in an email on July 26th.. and said that he would advise customer service to schedule it when the pool was done. NOW after many months of delays due to Main Street Homes INACTION they again tell me it will not get addressed! After agreeing to do the right thing they never following through! Pool equipment did go up that side of the house, but the issue is the same as it was before the pool was put in.

  

  Business Response

  Date: 09/23/2024

  Mr. Silverstein submitted a request to review an area of concern in his yard due to flooding—the front right yard area when facing the house. Our customer care team went out to review his concern and agreed to fix this area of concern by grading it. Our grading vendor was going to fix the original grading concern when the lot beside Mr. Silverstein was graded, as it was minor. Our homeowner called off the repair we were going to make because he was modifying his backyard to install a pool. 
  
  During the pool installation, they had heavy equipment driving through the area of concern that continued to affect, damage, and tear up that area and ditch. The minimal cost of the repair has now become an extremely expensive repair. Mr. Silverstein said, “Pool equipment did go up that side of the house, but the issue is the same as it was before the pool was put in” however the use of the heavy equipment has created a much larger area now, and additional issues including the ditch needing to be dug out as required by the county and concern for the gas line buried in the ground. Please see attached photos. 

  Customer Answer

  Date: 09/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 22269991, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I sent this email to the bilider....

  
  Mr Mclure,
  
  I am extremely disappointed in your company.  I originally reported this flooding issue on December 27th 2023.   I waited & waited & waited for this to be fixed only to get dead air and empty promises.  This is a joke!!!   Yes, I put in a pool, but it was 7 -8 months after reporting the issue to Main Street Homes.   As it is now October, I need to grade & feed.    I am getting quotes to fix this & plan to proceed, if I do not hear a positive response from your company in 48 hours from NOW.   
  
  As for all the excuses... the gas line has been there all along!  How long do I need to wait... I doubt your company had any intention of fixing this.  I sold Real Estate for quite a few years and I know the expectations of buyers... any you should too.   Not doing the right thing is shameful.
  If your company does not respond within the time frame (48 Hours) I will proceed and followup with my attorney.
  
  Regards,
  
  Ron Silverstein
  
  
  
  

  
  

  

  Business Response

  Date: 10/07/2024

  We have been in touch with this customer at his home and by email, and we are working on a plan with our grading vendor.

• Initial Complaint

  Date:04/04/2024

  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 moved into our new home in November. The home itself is very nice, the sales rep is wonderful as is the buying experience. The problem we have is the after settlement support. We have a large section of our front yard that floods after a heavy rain. I opened a ticket with Main Street Homes Customer Support and someone came out to look at it. They said they would get back to me. After a week or so they said anything beyond 10 feet from the house was my problem. I bought land... not a lake. I cannot imagine a home builder not fixing this after just a few months in the home. It is not only a good business practice, but the right thing to do. This is how companies loose customers. I have bought multiple homes and this is the worst after-sale support I have ever received. The builder should address the grading or put in a drainage system.

  

  Business Response

  Date: 04/16/2024

  We apologize that our customer has had a bad experience with us and regret that he feels we have not met his expectations. Our goal is to provide the best possible customer service, and we understand that he is concerned about his yard flooding. Our area of the state received a record amount of rain in December 2023, as stated below by 8News Meteorologist ***********************. Many counties in RVA, communities, businesses, and homeowners experienced flooding due to the high volume of rain. We are actively working with our customer to review his concern and will be meeting with him again.  
  

  
  ****- ****************************************************************************************

  ************. (****) ******** has experienced the wettest December on record in 2023! As of about 6 p.m. Wednesday, Dec. 27, the state saw a staggering 8.56 inches of rain throughout the month, although the final measurement for December is not yet available, since the forecast for rain continues throughout the day on Wednesday, Dec. 27. According to 8News Meteorologist ***********************, this record stems from a measurement of 0.75 inches of rain seen at the beginning of the month, in combination with three significant rainfalls throughout December:
  3.5 inches of rain over Dec. 10 and Dec. 11
  2.81 inches of rain over Dec. 17 and Dec. 18
  More than 1 inch of rain over Dec. 26 and Dec. 27

  This year surpasses previous records, including 8.16 inches in December of 2009, followed by 7.10 inches back in December of 1905.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Main Street Homes response about record rainfall is not in question.  What is in question is the expected drainage from our front yard.    There is none.   Water sits in a low spot for many days.  Besides being just an ugly sight, the  This sitting water results in vegetation being flooded and mosquitos having a breeding ground.   The picture I provided clearly shows the problem.   No other yard in the neighborhood has this issue.    There are a few ways to remove the water, including re-grading, installing a dry-well with french drain to the street storm drain, or providing a drainage path to the street storm drain if the slope will accommodate it.   The builder has not offered any of them.   They just say their responsibility ends at 10 ft from the house.   That is not acceptable.

  When I bought this lot I was not aware of the lack of drainage, otherwise I would not have bought it.    

  The business said they would meet with me again, so I will await their resolution offer, which hopefully will be forthcoming soon.   Please leave the complaint open pending next steps.
  
  Regards,
  
  *****************************
  
  
  
  

  
  

  Customer Answer

  Date: 05/03/2024

  It has been over 2 weeks and the business (Main Street Homes)  has not reached out to me as they committed.    I would like to reopen this complaint please.

  

  Business Response

  Date: 05/10/2024

  Hello Mr. ***********. Our customer care team has been in communication with you and responded within 24 hours of your contacting us. **** met with you on Tuesday to review your yard concern and plans to assess it again with ********************* next week. 

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair 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.

  My fiance and I closed on our house on October 10th with Main Street Homes, and since the day we closed on our house, we have been trying to resolve a problem that seems to have been unable to get a single response. ********************* did our new home orientation, blue tape walk-through, and everything. Whenever we had an inspection or an orientation, I told ***** that there was a yellow stain on our Vinyl floor in the upstairs bathroom. Every time, he noted it. He agreed; he saw it and stated that it was sealant from the plumbing and would come up once we cleaned it. On our final inspection, I made it noted as well, and he stated if anything was wrong with it, to let Main Street know. We moved in, and I tried cleaning it that same day. And nothing came up. It is a stain that is under the plastic protection. I have messaged *************************. October 14th, October 25th, October 31st, November 1st, November 4th October 14th, asking if she heard anything about the flooring getting fixed, to which she replied, No, but I will follow up on Monday. Have a great weekend! Monday came around; I am still waiting for a reply. Every single date- there has been no resolution. Your issues will be ignored the minute that Main Street gets their check. I have been trying to get the flooring fixed since the day I noticed it.

• Initial Complaint

  Date:04/03/2023

  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 moved in our new house on July 2022. We have financed/paid little over $510K to MSH. There are aesthetic and functionality issues. The biggest issue is drainage where lot holding water that attracts mosquitoes and bugs. Mosquitoes carries disease and my wife has weak immune system. We can not use our backyard. Let along cant even open the door last summer at night because the house full of mosquitoes. The water sits between 2 houses due to poor grading. I brought 2 professional contractors and they concluded due to poor grading. We have tried every way to communicating with MSH but their final respond was not take any action on this matter.Instead of raising the foundation of the house they kept it low to save money but that created drainage issue. Crawlspace ventilations should be above 6" per building code but our ventilations are sitting on the ground where we have excessive water. Heavy rain may get into crawlspace and create moisture, mold and health problems in the future. This is a brand new house came with crooked windows (1/2 inch crooked) and uneven outlets (1 3/4 height difference) on the same wall. They also damage our sod while building a house next ours. There more other problems where we tried to contact with them and tried to fix but no luck. We dont feel we are getting help from builder.

  

  Business Response

  Date: 04/17/2023

  Main Street Homes has reviewed ************* of this homeowner 3 separate times since making some adjustments and it is not holding water. Often times we have seen water issues as a result of over watering when irrigation systems are running and encourage homeowners to adjust their water usage appropriately as well as communicate with their neighbors,whose lawns may be up hill from their lot.  It is required by code to have positive flow away from the house foundation, which this house has and was inspected by the county.  There is no code requirement that ventilation vents be 6 inches above grade and depending on the site conditions may be close to ground level.  Main Street is actively working with this homeowner to address some of the other issues, along with the appropriate manufacturer and trade.  Main Street warrants our homes for the first year of occupancy and stands behind our warranty manual.

• Initial Complaint

  Date:03/27/2023

  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.

  If you are considering building with Main Street Homes, I highly recommend looking elsewhere for the construction of your home. In the past Main Street Homes was a professional builder, but their reputation has drastically diminished into a self-serving company with substandard architectural integrity and poor customer service. Attached are pictures of our roof that was improperly installed by Main Street Homes causing severe leaking into our master bedroom, resulting in substantial damages to our ceiling and carpet. We immediately notified Main Street Homes on October 2, 2022 with the professional report and photos indicating 150 feet of our roof was improperly installed and the resulting damages to the interior of our master bedroom. My wife and I also expressed our concerns of black mold formation in our home posing health risks to my pregnant wife. At that time, a roofer was sent out to correct the improperly installed roofing and I was promised a report of all the roofing work conducted for my records. After completing the roof work, I contacted Main Street Homes for months to fulfill their obligation to resolve the remaining interior damages resulting from the faulty roofing. I reiterated our concerns of black mold formation in our home posing health risks to my pregnant wife. I was then told by a representative that Main Street Homes does not repair damages after one year. It has been over six months of numerous calls, emails, office visits, and voicemails from the independent roofer, all to no avail. My wife and I were reassured by a second representative that we would receive an invoice of the work performed to our roof for our records; however, we have yet to receive any documentation or tracking numbers for our records. I would not wish this horrible encounter on my worst enemy. I sincerely hope this review saves others from the horrible experience my wife and I had to endure.

  

  Business Response

  Date: 04/03/2023

  This homeowner closed on his home in September 2016 and reported an issue with his roof six years later in 2022. Since the inspection raised a concern that an area of the roof was incorrectly flashed our ************* team dispatched the roofer that had originally built the house.  Upon review of their work they agreed the flashing was not done to their standards and made the necessary repairs.  No water penetration was present in the area of this repair and was not the cause of the water damage they reported in their bedroom. Main Street does stand behind our homes and warranties them for the first year of home ownership.  This issue was several years past our warranty and yet chose to address the area that was not completed to our standards.

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Main Street Homes states No water penetration was present in the area of this repair and was not the cause of the water damage they reported in their bedroom.  This statement is a complete falsehood with no supporting evidence.  As I initially stated, the roof was incorrectly flashed for over 150 feet of the roofing area, primarily above the area of the leaks.  The leaks originate directly from the area that I observed being repaired by Main Street Homesdispatched roofer, *****************.  Both the Insurance Assessor and an independent roofer identified the cause of the leak originating directly from the improperly installed roof.  The independent roofer also confirmed this fact in email correspondence to Main Street Homes.  The independent roofer also contacted Main Street Homes on multiple occasions and even left several messages affirming that the improperly installed roofing as the cause of the leaks and resulting water damage to our interior.  In addition, my wife and I also hired a plumber to ensure that the leaking and related damages were not caused by our plumbing.  Not only did the plumber confirm that our Master Bedroom leaking and resulting water damage were not due to plumbing, he stated that there are no plumbing lines or pipes near (within ***** feet) the area of the leaking. Neither Main Street Homes nor ***************** provided documented evidence of the rework performed even after both businesses specifically stated they would.  My family and I are indeed disappointed with the lack of professional workmanship provided by Main Street Homes on our roof, but are most dissatisfied with the lack of accountability and integrity received from them.
  
  Regards,
  
  *********************
  
  
  
  
  

  Customer Answer

  Date: 04/21/2023

  Main Street Homes Warranty package does not indicate the one-year warranty claim for new construction as stated in their response.  In addition, my claim is a matter of faulty construction / construction defects to our roof resulting in significant interior damage to our home.  I went to Main Street Homes corporate office on several occasions and left several professional voicemails with multiple representatives after receiving the attached final email response from ********************************* on October 18, 2022 at 5:10 PM.  My voicemails were never returned, and I began to receive the following automatic email reply from their ************* center:

  Automatic reply: **********;Young Roof Repair
  
  CustomerCare <**********************> Nov 4, 2022, 2:31?PM
  to me ********************* <****************************
  
  Thank you for reaching out to Main Street Homes *************. We have received your email and we will respond as soon as possible. We are currently going through a restructuring process in our department to better serve our homeowners. We thank you for your patience, as response time may be longer than usual. 
  
  If this is an emergency* please contact the appropriate vendor which can be found on the urgent contact sticker located inside your electrical panel. If you are unable to reach the vendor, please call our emergency line at ************** and one of our on-call warranty technicians will contact you as soon as possible.
  *Emergency issues include a major plumbing leak, gas leak, or loss of heating or cooling in your entire home during extreme hot or cold weather. A situation that makes your home uninhabitable.
  
  ************* Department | **********************
  *********************************************************************************
  ********************** | ************
  Visit ** at GoMSH.com
  

• Initial Complaint

  Date:03/27/2023

  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.

  I closed on my MSH home in January of 2022, over the year we noticed quite a few deficiencies within our new home. Some of the issues were nail pops, electrical, waterflow/pressure in the shower, crumbling/cracking of mortar, gaps in baseboard trim (floor and ceiling), issues with wainscoting, where the drywall meets along the wooden cross beams in the great room you can see ********* starting to protrude from the ceiling, and issues with HVAC. We identified and submitted quite a few items for repair in preparation for the 1-year check-in, and MSH has yet to complete all of the necessary repairs. Several of my neighbors also indicated that they had the same issue with MSH being unresponsive to their concerns, which prompted us to get a residential home inspection. During the inspection, there were several deficiencies identified, I shared this report with MSH customer service and was told that they are not responsible because we are now in year two. Additionally, when I submitted service request well before the end of year one, I was told that they would not address those issues until the check-in, but now it seems that it's too late. I have purchased homes from several builders, and I have to say that this has been the worst experience ever. From the sales agent adding the name of a realtor to my contract that did nothing for me during my home buying process (I'll take accountability for not having the realtor's name removed), the additional thirty thousand dollars added on at the last minute for "lumber", the issues identified during the walk through not being addressed prior to closing, the project manager admitting that they did not have the best contractors due to COVID, and the unresponsiveness of the builder overall. This has been a horrible experience and I would not recommend this builder to my worst enemy. I plan to make everyone aware of the issues that I, along with many of my neighbors in my community and other MSH communities are having with this builder.

  

  Business Response

  Date: 04/17/2023

  Main Street Homes encourages our homeowners to compile a list of any non-urgent repair requests until their year-end review. This allows their home to experience all the seasons of the year and allows us to address all of the normal issues associated with expansion and contraction (nail pops, cracked caulking, etc.) at one time.  We reached out to this homeowner in late November 2022 to request their year-end list and followed up in December to schedule their review on 1/3/23.  The homeowner reached back out on 1/26/23 with additional items they felt had not been adequately addressed and we sent another Technician out on 2/27/23 to address those additional items.  We then received a copy of a home inspection they had done by a third-party on 3/17/23 asking us to address several more items, which we notified the homeowner that those items would not be addressed as they had not been listed on any prior warranty requests and they were now beyond their one-year warranty.  It is our understanding that we have addressed all warrantable items that had been brought up during their first year of home ownership.

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There are several items from the year end review list that still have not been addressed as of April 17, 2023. These items, such as the ******************* mortar on the fireplace have still not been addressed. They also never addressed the ***** hardware for the bathroom light fixtures. Additionally, regarding the home inspection,  we would have known to go into the crawlspace looking for cracked concrete supports. We got the home inspection because so many other neighbors have been having issues with their new homes. 
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  My Christmas in my new home is ruined. Brand new home that was built last year and this the outcome. The builders left a pipe loose which caused a slow leak that ruined my kitchen and living room floor. The garage has mold on the ********** the living room and kitchen floor has to be treated and replaced. This will not be completed by Christmas. My entire 2nd floor is out of order. Its been a month and they still have not completed the repairs and giving me the run around

  

  Business Response

  Date: 12/28/2022

  Main Street Homes was made aware of a water leak 3 weeks after this homeowner noticed an issue and moved swiftly to remediate it. The plumber was on-site that same day to do the repair and they brought in a remediation team to remove any damaged flooring and dry out the space.  The homeowner has not helped the situation by unplugging fans that were put in place to make sure the moisture content was brought to the appropriate level before re-installing the flooring in the affected area.  ******************** has made sure this homeowner had use of their kitchen throughout the process and has worked to make the repairs as quickly as possible.  The homeowner indicated they have had to eat out more due to the repairs and Main Street provided a gift card to help offset this inconvenience.  We regret that a repair was necessary, especially over the holidays, but have been quick to respond and have answered any and all calls and emails from this customer as quickly as possible.

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Main Street has not been helpful or considerate during this issue. The blowers were unplugged for 90mins. They were on 24 hours a day for 8 consecutive days. I could not cook in my kitchen becuz there were 6 blowers on the floor which blew dust everywhere. I purchased a new home and did not get that. On top of that, Im sure I will see a spite in my electric bill due to all those blowers. I still have mold in my garage and that issue has not been addressed yet. Main Street is a horrible company and their customer care department was inconsiderate and rude. $150 was NOTHING compared to all the stress I had to endure over the past month. I have diabetes and other health issues yet there is still visible mold in my garage. If they had done a better job with building the home,, this wouldnt be an issue. Worst company EVER and I will ensure I let ever one know what this company has done to me . 
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:11/23/2022

  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 purchased a newly constructed home from Main Street Homes on 8/5/2022 which included grass sod on the lawn. Within a week of moving into my home, on 8/14/2022, a warranty technician visited my home and informed me to adjust the watering schedule because it was killing the grass and my neighbor complained. I explained that the configured settings on the watering schedule was set to run 20 minutes each time and four times a day so I turned off the system since it was raining. He advised me to adjust the settings to **** minutes a day but the lawn was already brown and dying due to overwatering. The entire conversation is caught on my doorbell camera and I have the recording. I issued a warranty claim on the lawn on 8/29 since the lawn was brown, dead and full of weeds. They sent the same warranty technician to my home on 9/28 to inspect the lawn. I explained that according to my neighbors, my lawn was being watered 20 minutes each run and 4 times a day so the lawn was overwatered and killed. The warranty technician agreed that it was probably 'a done deal' before I moved into my home since overwatering could have killed all the grass since my neighbors had complained to them even before we bought the home and even before we moved in. Mainstreet Homes has visited my home twice since then, taking photos and then notifying me over email that it is the home owners responsibility. I hired Trugreen lawn experts to maintain my lawn, they said the sod was installed poorly, there is no top soil, there are rocks and sticks, the grass roots never grew because there is **** and the home builder just threw the grass soil on ****, rocks and twigs. I also had other lawn experts tell me the same thing in August and September. Mainstreet Homes sold me a home during a sellers market and does not care about customers. They do not even answer their phone to take complaints and they do not respond to emails in a timely manner (it takes repeated emails and they respond in a few weeks).

  

  Business Response

  Date: 12/12/2022

  Main Street Homes has reviewed photos of the customers lawn at the time of settlement and verified that they were educated on the importance of adjusting their irrigation settings accordingly based on the actual installation date of the sod. At settlement, their grass appeared healthy and green.  The initial watering schedule is set up per the instructions provided by ************ to ensure that the sod takes root.  While sod does not fall under the builder warranty, Main Street Homes has offered to aerate and overseed their entire yard in the spring at no cost to the homeowner.