ComplaintsforStanley Martin Homes LLC

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from Stanley Martin in Georgia, December 2023. When we moved in, it was obvious they rushed the final punch out phase. The house was not professionally cleaned. I spent hours sweeping, vacuuming, and mopping the drywall dust and debris off the floor. The house was supposed to be of high quality craftsmanship but the paint/molding/caulking was so sloppy it was an eye sore. 4 months after moving in, I was bathing my 2 year old and a small amount of water got onto the floor. Before I knew it, the water quickly leaked down into the kitchen, causing severe damage to the ceiling. The water even leaked out of the recessed lighting fixtures. I followed the proper protocol and opened up a warranty claim to address the issue. I received a cold response from ***** ** **********, the area service manager for Stanley Martin. He asked a few clarifying questions but quickly placed the blame on my 2 year old. He “determined” the leak was not a warrantable issue. I explained to ***** that I was concerned about the integrity of the flooring because water shouldn’t leak down into the ceiling so easily. Not only was that a concern but after doing my own inspection, I noticed holes/gaps in the caulking in and around the floor. Despite all of my efforts to explain that the situation was not due to my 2 year old and actually due to the construction of the home, ***** stopped responding to my emails. It wasn’t until my husband called him repeatedly, that we finally got further with him. ***** put us through all of the hoops and had contractors come over to “inspect” but ultimately the decision never changed. We are still left with ceiling damage and Stanley Martin is refusing to correct the issue under warranty. Now we are nervous to even use that bathroom and when we do, we put several towels down to ensure no further damage is done. We should not have to live like this in a brand new home. I’ll be sure to let potential homebuyers in the community know about this.

  Business response

  08/08/2023

  We take our responsibilities and commitments to every home buyer seriously and we appreciate **************** bringing his concerns to our attention. **************** reported a small amount of water on the floor during a bath, however, the ceiling showed more damage than just a minor splash. We examined the tile and grout as requested but found no issues. It's important to note that caulk is not a preventative measure for leaks, and no amount of caulk would have been able to prevent such a significant amount of water. The water damage was not the failure of a plumbing pipe, fixture or tile, and our decision was made in accordance with our warranty terms.
  The employees at Stanley Martin Homes are extremely committed to providing our current and future homeowners with the highest levels of quality, matched by our commitment to provide a world-class home buying experience. Our team has gone above and beyond our contractual requirements to attempt to provide a good home-buying experience for you.  We take comfort in knowing that we have hundreds of other satisfied homebuyers.
  

  Customer response

  08/20/2023

  [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: While we do love our home, we disagree that Stanley Martin has gone above and beyond for us in any capacity. The initial closing was RUSHED. We moved into a completely dirty home. During freezing temperatures in Dec 2022, days after we closed, we had no working HVAC and no fireplace. We spent our first Christmas inside our brand new home freezing. Does that sound like a pleasant experience? We will be sure to let potential homeowners know about our experience when they ask us for our opinion about Stanley Martin.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I co signed for my daughter to buy a house in ******* and I used the preferred lender which was tied to $15k in price reduction incentives. At the time they said my daughter qualified to get the loan and they had me sign the contract. as it turns out my daughter never qualified and they kept the $12,250 deposit and refused to give it back. Stanley Martin values as listed on their website says their core values are We Do the Right Thing Act with the highest standards of integrity, every day when in fact they have zero integrity and do not do the right thing this is a false pretext from this builder.

  Business response

  07/19/2023

  We understand that the borrower was initially approved for a loan, but unfortunately they did not meet the conditions of the pre-approval. The borrower had late payments, which led to a drop in credit scores and the loss of their pre-approval. We presented an alternative solution to secure financing, but the borrower was not satisfied with the option provided. Furthermore, the borrower ceased all communication with us. Due to these circumstances, Stanley Martin had the right to terminate the contract as outlined in the agreement.

  Customer response

  07/19/2023

  [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: Stanley Martin has the lowest level of integrity by taking a good faith deposit of $12,250 out of a college student hard earned money which has taken years for her to save up and this is causing a truly extreme financial hardship. Please do the right thing as it is falsely advertised as your core values. 
  
  Regards,
  
  ***********************
  

  Business response

  08/02/2023

  We have communicated to the customer about the contract's non-refundable deposit. The customer defaulted on her car loan payment which affected her eligibility to be qualified in the process. We offered an alternative solution to secure financing, but the customer declined and ceased all communication with us. As a result, Stanley Martin had the right to terminate the contract as outlined in the agreement. Given this information, we consider this matter to be closed.

  Customer response

  08/04/2023

  [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:

  The builder theft of $12,250 deposit is immoral and unjust. Termination of the contract is not an issue, in fact no one wants to do business with an immoral business. The builder did nothing to deserve the hard earned money just taken because they feel like it. According to survey and county records this property was built a year ago and marketed as a new property, deceptive and immoral business practices. I am requesting the $12,250 refund this business Stan Martin has stolen from me.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We closed on our new home on 19 April 2023, soon thereafter we received a letter from the HOA about a dead tree in front of our house. We reached out to Stanley Martin and they replaced the tree on 13 June 2023. The issue is that the new tree is also dead and SM is refusing to replace it. The cost of the tree alone is $225 plus transportation & planting.

  Business response

  07/21/2023

  We have been in communication with ************ regarding this matter and have provided him with instructions on watering new plantings. New trees require ample amounts of water when first planted, and it is the homeowner's responsibility to water and care for these trees. Per Stanley Martin warranty standards, only one replacement tree will be given. **************** replacement tree was paid for and planted on or around 6/13/23. The landscaper verified their purchase, and the nursery verified the tree. As our contractual agreement has been fulfilled, no further action will take place regarding this issue.

  Customer response

  07/27/2023

  [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 picture shows what the replacement tree that was planted on or about 13 June 2023 looked like at the time of planting, it is clearly already dead.  No amount of watering could have saved a dead tree.
  
  Regards,
  
  *******************
  

  Business response

  08/02/2023

  We have received verification from both the landscaper and the nursery, as well as the Stanley Martin team members who have been working with the homeowner, that the replacement tree was healthy at the time of planting. We also provided the homeowner with clear instructions on how to properly care for the tree once it has been planted. Based on this information, we consider this matter to be closed as our contractual agreement has been fulfilled.

  Customer response

  08/09/2023

  The replacement tree was dead when it was planted, it is Stanley Martin's word against my picture.  If you have proof that the tree was a live please provide it, I have proof that the tree was dead based on how it looks in the picture that I took the same day it was planted.

  Customer response

  08/21/2023

  This issue has not been resolved.  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband and I entered into a contract for our new condo at the Village of ************* back in May of 2022 and put down $22K in escrow.. it is now May 2023 and we have yet to move into our home... The original reason for delays was due to an AMP switch gear which they knew was on backorder months before they started selling these homes. The switch gears were recently delivered in February of 2023 and were installed fairly quickly.. however we still can not move in because they did not provide the right documentation to the *** office and got their submission rejected.. My husband and I have been paying month to month rent since October of last year and this has caused so much stress and frustration. Truly a nightmare!! The sales reps don't care, and Stanley Martin refuses to give us our money back even though they lied about when closing would be. STAY AWAY! Do not go into a contract with this immoral company.

  Business response

  06/12/2023

  Our goal is to give every customer a smooth, enjoyable, and professional homebuyers experience from all perspectives and angles. We are as eager to have the home delivered as our buyers are to move into them and we sympathize with your frustration. The manufacturer that supplies the power splitting device used in our ************** system experienced production and delivery delays that extended well beyond (by several months) traditional lead times nationally. We have done everything in our power to press supplier commitments so we could finish the home and those of their neighbors as quickly as possible. From the time we were told there would be extensive delays, our sales and production team members diligently and transparently forwarded the best up-to-date information to allow our homebuyers to plan accordingly. 
  
  Regarding the delay in *** approval for your financing, we want to assure you that we have diligently and promptly worked to provide all the necessary information to the **** We are committed to facilitating a smooth and timely approval process for our customers. However, it's important to note that the *** has its own process and timelines that we have limited ability to influence. While we have gone through the *** submission process numerous times and are familiar with the required and typical information needed, each transaction and property has its unique circumstances. These circumstances can sometimes impact the timing of acceptance, as the *** carefully evaluates various factors to ensure compliance with their guidelines and regulations.
  
  We understand that the delay in *** approval may have caused inconvenience and uncertainty, but we want to assure you that we have been actively working to expedite the process and provide you with a positive outcome. Your patience and understanding throughout this period are greatly appreciated.
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m a new home owner I have reported to the developer of a issue with water in the backyard it’s a known issue dealing with this company they hide behind making up false excuses and just passing the buck now I did add a sidewalk to the side of the house due to me being partially disabled when it rains the side of the house and backyard area is the flooded can not be used so I did put safety measures in place I cannot afford to fall the pictures I shared are after rain and they were aware of the rain coming from the top of the hill again it’s a known issue with multiple cummunitues saying the same they were basically just told deal with

  Business response

  05/31/2023

  We take our responsibilities and commitments to every home buyer seriously and we appreciate **************** bringing his concerns to our attention. The structures that **************** installed in the drainage swales impede the flow of stormwater, causing the water to not drain as designed. We are unable to take any action due to the modifications made by the homeowner. In connection with the purchase of the home, **************** received a 10-year limited warranty agreement issued by **** Home Buyers Warranty and he has recourse under the dispute resolution mechanisms provided in the Warranty Agreement.

  Customer response

  06/02/2023

  Stanley Martin is now notorious for doing this to people yes i did install concrete because of again it was health reasons before the concrete was installed there were issues in the yard even if i removed the kennels and have them placed elsewhere in the yard the water issue will still stay the same i had a professional come out and look at the drainage system and they said this design is not for these lands they are swamp lands so the water is used to being in the complex also please note i was unaware that my sprinkler system had a leak and had been ;leaking for months so long my bill went over 500 for the water that is execive from a leak that was supposed to be fixed by the landscapers. this pass of the buck mentality is not becoming. 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

  Business response

  06/12/2023

  We are going to have our Director of Warranty and Quality Assurance visit the property to personally inspect the drainage concerns and discuss his findings directly with *** ******. The prior occurrence of the water leak from the irrigation system was located and repaired. To assist with the high water bill during that time, we will have the landscaping company send a letter to *** ****** stating that a leak was found on his property, which can be used to request a bill adjustment from the water department.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on home on 12/20/2022. A week prior to closing a home inspection was completed and a blue tape (cosmetic issues/drywall/paint, etc.) walk through was conducted with the ************ *****, our realtor, my wife and I. We were told that all of the issues that were noted would be completed prior to closing. When we arrived at the final walk through (the morning of closing), we notice that the tape had been removed but the items had not been fixed. We constructed what was referred to as a punch list./comfort list of items that were supposed to fixed with in a few weeks post closing. As of today, the only thing that has been completed is that they have silenced the fire alarm that was chirping pre-closing. The issues that are currently waiting repair include but are not limited to, landscaping/grading issues, faulty HVAC issues preventing proper air flow, discolored carpet awaiting carpet replacement, rust and residue in the owners bathtub from the tub being used as a trash can during construction, dry wall and painting issues that were noted pre-closing, plumbing fixtures, caulking through out the house, missing door screens and missing electrical outlets. We chose what is considered to be an elite (higher tiered) neighborhoods from this builder where home pricing starts in the mid $300k. We expected quality work. We deserved what they promised and an expedited repair and remedy to all of the issues we are facing. Additional videos, pictures and documentation are available upon request.

  Business response

  05/25/2023

  We take our responsibility and commitment to every homebuyer seriously and we appreciate ************** bringing his concerns to our attention. After communicating with **************, our team has already addressed many of his concerns and are diligently working to complete the remaining items in a prompt and efficient manner.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I don't even know where to begin, but will try to summarize in the given 2,000 character limit.>Several things were not done at closing that I'm still waiting to have completed.>Poor quality and craftsmanship >Customer service is non existent ! I issued a warranty request which is what the construction manager advised since it's now after closing. If they built a quality home and corrected issues prior to closing I would not have to.>Plumbing when flushing toilets pops and cracks under the vanity sinks in both bathrooms, then water to fill toilet trickles in almost stopping. I've owned 6 homes prior and not one had this issue, so it isn't normal.>I can't even believe no one reaches out when I bring up a concern !! They just do not care about the homeowner; not even before closing and now we closed it is WORSE!>I fear if I have a major issue requiring immediate attention it will not happen. They have proven to just not care to reach out.>undercabinet lighting doesn't match ( I was told they installed by mistake but when I requested the color temperature of the light they installed for the other one remaining I was told sorry that isn't our policy) so they will pay someone to remove and replace but not with what I requested. How does that make sense? They are replacing anyway. I even offered to pay if there was a difference in cost for the light!! Again there response was "no">Hole in kitchen cabinet they left at closing >mirror frames left unfinished at closing >cracked kitchen cabinet at closing >concrete on screened porch has excess concrete spray creating lumps which are noticeable.>stair landing up top is sinking and buckles when you walk Just poor construction all the way around and I can't believe their service to do anything about it. They are just washing their hands of any issue now I have closed and it's my home. My next stop is local news station to get attention to these issues and make others aware of my experience.

  Business response

  04/11/2023

  We have been in contact with ************************ and have completed all open items from his New Home Orientation list. We have communicated that the remaining items will be addressed during his 60-day inspection which is scheduled for 4/28/23. We will continue to touch base with ************************ to monitor the status and completion of the agreed upon items following the inspection.

  Customer response

  04/17/2023

  [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, they have NOT been in touch with me!! Not a single person from SM warranty has contacted me. That's a lie from them. I had to call the trades and vendors myself and there are still items from new Home orientation not fixed. But there are still issues for the 60 day to be addressed. And again no one has reached out on this process. I have not received a call or email from warranty!
  
  Regards,
  
  ***********************************
  

  Business response

  05/09/2023

  Our warranty department and construction team reached out to ************************ the week of 4/24/23 to schedule a time to discuss any open items. They are working closely with him to ensure the completion of any outstanding items in a prompt and efficient manner in his home.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are having issues with a warranty request. They offer very little means of contacting them and almost impossible to talk to someone directly.It has been less than a year of ownership (closed on May 27, 2022) and it has been over 2 months to get our request handle.The claim was first submitted on January 6, 2023. It took almost a month (February 2, 2023) to be contacted by a represented of the company (*********************), where he came out and look at the issues and said he would take care of them. For another 3 weeks I had to constantly contact him to ask when someone was going to come out. At one point he told me on February 22, 2023 that they came out and completed the work already but that was a lie. One the problem still exists, two I work from home every day and would notice anyone at my house, and three I have cameras that would have recorded anyone that showed up to fix the issues. I've informed to him that he is lying to me or was lied to. Finally, on February 28, 2023, he informed me that he is no longer working for them.On February 28, 2023, after many tries, I was able to get someone on the phone from the warranty department and was told someone else would be in touch. As of today, no one has been in contact with me and can't get anyone from the warranty department to answer the phone or return my calls.

  Business response

  03/23/2023

  We take our responsibilities and commitments to every home buyer seriously and we appreciate **************** bringing his concerns to our attention. Our team met with **************** on 3/16/23 to address and schedule his remaining items. We will continue to touch base with **************** to monitor the status and completion of the items.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stanley Martin sent contractors to the ********  Community to perform services as required by the county and the contractors they used severely stained my driveway. When Stanley Martin senior corporate we’re asked to fix this issues there response was as copied below, “SMH will not be coming out to clean driveways.” Keep in mind that this response came from the Steve Warner, the Director of Development for Stanley Martin so this further speaks volumes of how they treat homeowners. They also mentioned it will go away after a “couple of rains”. That also has not happened. To add further context of the lack of quality of the homes, many of my neighbors shutters have also been removed with only 10 mph winds. Now because of their lack of professionalism , this stain is at my own expense; despite Stanley Martin taking responsibility and addressing this as their issue. Please spare yourself and DO NOT buy a home from Stanley Martin.

  Business response

  03/23/2023

  We have reached out to our Warranty team and understand that they will be doing a full inspection of the driveway.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted *************************** about the siding that fell off the house in Dec & he advised me to filed a warranty claim so I did on Dec 23, 22. Someone showed up at my door unannounced on Jan 11, 23 to replace it but he didn't have any panels with him so he reattached the damaged, cracked panel that has a hole, & stated he would return on Jan 13 to replace it. He never came back so I submitted another warranty on Jan 26, because now the crack on the damaged panel is now a hole & rain is going behind the panels possibly causing water damage. ****** ** ****, the Warranty Service Coordinator, emailed me stating this is not an emergency but the panel continues to get more damaged due to the rain. ****** ******* stated in a text on Feb 7th, that this would be changed out the afternoon of Feb 7th or the next day but the damaged panel with the holes & cracks has not been replaced as of today. This needs to be fixed immediately because it's currently raining & has been raining since I filed the first complaint, & this house could be getting water damage which Stanley Martin would be responsible for. Thank you

  Business response

  03/01/2023

  As a team focused on our homebuyers, it is one of our core values to keep our customers and their satisfaction central to all we do. Our team addressed **. ****** concerns and made the necessary repairs on 2/28/23. We believe the issues mentioned in her complaint have been resolved.

  Customer response

  03/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am not completely satisfactory with the resolution because the roofing and vents issues still exist.
  
  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. ↩