Complaints

This profile includes complaints for Stanley Martin Homes LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stanley Martin Homes LLC

  11710 Plaza America Dr Ste 1100 Reston, VA 20190-4771

• 

  Stanley Martin Homes, LLC

  3740 Walton Way Ext STE A Augusta, GA 30907

• 

  Stanley Martin Homes

  100 Executive Center Dr STE 100 Columbia, SC 29210

• 

  Stanley Martin Homes LLC

  404 People Pl Ste 303 Charlottesvle, VA 22911

• 

  Stanley Martin Homes LLC

  4701 Cox Rd Ste 104 Glen Allen, VA 23060

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:11/16/2023

  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.

  Stanley Martin failed to address customer issues, which the customer reported when closing the home after a 60-day warranty and a 1-year warranty.Stanley Martin miserably failed to address the issues that I reported from day 1 about the problems after closing the homes. After 13 months of waiting, they have finally come up with fixing those issues, and so far, they have provided the false promise they were supposed to do as per agreement. We are looking for Stanley Martin to fix the issues that have been reported many times earlier. Even though they have started working now, the pain and frustration that we want to endure are still there. At least they should work on better customer support. If this is the case, they should have started addressing these issues earlier instead of coming now after one year. I want to constantly ask Stanley Marin to address my issues promptly and provide the fix or replacement as per agreement to satisfy the basic requirements we are expecting. We are having deadlock on the granite issue where I am requesting a replacement, and they are saying they can fix only the crack repair, which really doesn't make any sense to me. They have charged for the granite upgrades, which their supervisor really failed to quality inspect, even though we informed them about the cracks and replacements. It's a totally Stanley Martin issue, in which they failed miserably on the quality check, where the actual homeowners suffer a lot. I am asking the Stanley Martin team to review my outstanding issues and provide the fix as soon as possible, especially in the master bath, granite, and windows.

  Business Response

  Date: 11/29/2023

  At Stanley Martin, our goal is to work promptly to ensure all outstanding service requests are resolved in a timely manner. We understand that Stanley Martin Team Members have been actively working with ************************** to address the warrantable concerns at his home and to schedule an inspection with a granite countertop professional. We look forward to continuing to work with ************************** in the effort to have his remaining warrantable items resolved in a reasonable amount of time.

  Customer Answer

  Date: 12/07/2023

  Still, we are having the granite issues. Technican came, and they have applied the half-bake fix, where we are seeing the granite dent instead of the line. Again, for the bathtub issues, they added some wood underneath the tub. To be clear, this is the third time they have added wood, and I can still hear the crapy noise when we are taking a shower.

  Customer Answer

  Date: 12/11/2023

  [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: Still, issues are addressed but not closed. A lot remains pending from the Stanley Martin team. Once they have completed this, I will close this case.
  
  Regards,
  
  ***********************************
  

  Business Response

  Date: 12/19/2023

  We are working diligently to get all warrantable concerns resolved and will continue to touch base with ************************** to monitor the status and completion of the remaining items.

• Initial Complaint

  Date:11/16/2023

  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.

  Our property is located in Avalon Park at ********************************, Orlando FL *******. A year ago during the last property inspection before closing we told the construction manager about the kitchen cabinet issues and we were told that we needed to close on the property and that they were going to be fixed later. The construction manager stated that the cabinets would take a longer period to get fixed because they ordered the parts from a different place and making the door replacements was a task that would take time. We were understanding and decided to close. We wrote an email to ******************************* on 12/11/22 asking for an update on the cabinets. No one replied to that email. Later on, around December, they sent someone from the cabinet company. The person came and fixed some things and said he needed to order doors and other areas that were broken and that it was going to take a long time for the parts to come back as they had to be made from scratch. We continued calling and finally, around September 30, 2023, the cabinet company answered and stated that Stanley Martin didnt pay them for the 1st visit and that is why they never came back. I have been in contact with ***************** and she stated that it was our fault to call in October. In addition, they said, that we were currently out of warranty and that Stanley Martin doesn't have anything on file that stated that we had issues with the cabinets before. She stated that it was my fault for not reaching out to them, which is not true. We continued to call and leave messages, but no one answered or called back. My cabinets are currently damaged and it is unacceptable that Stanley Martin is not taking responsibility for this. Any help with this will be appreciated. We would like this resolved and ********************, Warranty Manager is refusing to help with a solution.

  Business Response

  Date: 11/29/2023

  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. We understand the concerns mentioned in ****************** complaint were not raised during the new homeowner orientation or within the one-year warranty period. As a result, we denied the claim. However, Stanley Martin intends to reach out to **************** about one of the claims related to what appears to be a protruding nail in the cabinets.

  Customer Answer

  Date: 12/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  As stated before I have documentation that proves my initial complaint was during the warranty period. It is not my responsibility to continue checking after creating the first complaint. At this time no one has called me to go over the statement in the response that it may be a manufacture issue with the nails in the cabinets.
  

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

• Initial Complaint

  Date:10/17/2023

  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.

  I built a house with Stanley Martin in the ******** neighborhood. They are in charge of the maintenance of our roads and our common area until they hand it over to our HOA. For our common area, they pledged to take care of mowing the lawn, picking up fallen limbs, building a playground, etc., however, the common area is often overgrown and has fallen limbs throughout the space. They also are supposed to maintain our roads but they fall into disrepair while the rest of our neighborhood has freshly paved roads. Bottom line, Stanley Martin has failed to live up to any promises they made. I would not recommend this company to anyone considering building a home as they did not finish the job they promised.

  Business Response

  Date: 11/03/2023

  We thank you for bringing your concerns to our attention. The quality and maintained care of each of our neighborhoods is extremely important to us and we are actively working, in coordination with the HOA, to fully address the common area improvements that are our responsibility.

  Customer Answer

  Date: 11/14/2023

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

  The ******** HOA has provided Stanley Martin a very thorough list of actions required in the common area. Stanley Martin has ignored all correspondence from the HOA and has yet to complete any items required for the common area improvement. They are not working with the HOA to resolve our issues; in fact they are doing the opposite.
  

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

  Business Response

  Date: 11/29/2023

  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. We are continuing to work with the *** to address and resolve any outstanding issues for which we are responsible.

  Business Response

  Date: 12/11/2023

  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. We are continuing to work with the HOA to address and resolve the common area improvements and any outstanding issues that fall under our responsibility.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new home with a rooftop deck, but unfortunately, we faced a year-long struggle due to issues with the vinyl mesh. The vinyl membrane was loose in two areas of the wall, and screws were coming loose, causing us to worry about water damage to our roof. On October 3, 2022, a repairman came to asses the issues with the walls. According to the repairman, the issue was that drywall was used, which was not the appropriate material. To make matters worse, they also stated that this would be a problem for all Stanley Martin homes, and the workers had tried to make them aware of this problem, but did not take the necessary steps to fix the issue, leaving homeowners like us to deal with costly repairs in the future. On June 16, 2023, the community manager and repairman came to our door, unaware that they were being recorded by our doorbell camera. We overheard them discussing the issue with the drywall and whether or not it could be repaired. Although concerned, we were relieved when they finally completed the repairs. A total of about 9 months and 7 days later. However, on September 6, 2023, just 2.5 months later, we noticed that the walls were loose again, and the drywall appeared to have water damage. We reached out to Stanley Martin, but our claim was denied by Paul because it was beyond our warranty. We have been courteous and patient throughout this entire process. However, we are worried that we will have to pay for expensive repairs for our new home. Our only request is that Stanley Martin follows through on correcting the repairs that were not properly completed. Links to videos of the community managers conversation:********************************************************************************************************************************************************* ***************************************************************************************************************************************************

  Business Response

  Date: 09/27/2023

  At Stanley Martin, our goal is to work promptly to ensure outstanding warranty service.  Our team has been in communication with ****************** regarding his concerns and are actively working with him to schedule the services necessary to address the issues that arose.

  Business Response

  Date: 10/10/2023

  At Stanley Martin, our goal is to work promptly to ensure all outstanding service requests are resolved in a timely manner. We understand that Stanley Martin Team Members met with ****************** on 9/25/23 regarding his concerns and are actively working with him to schedule the service to resolve the rooftop membrane issue. 

  Customer Answer

  Date: 10/17/2023

  On September 25, 2023, a representative from Stanley Martin visited our residence to inspect the problem, which was certainly a step in the right direction. However, it has now been 17 days since that visit with no substantial progress. Just today, we received an email outlining a service date scheduled for November 8th. We appreciate the effort to communicate, but the continued delays in resolving this issue have been increasingly frustrating.

  As of today, more than two weeks have elapsed since the last visit, and the extended delay in scheduling the necessary service is prolonging the resolution of this matter. We kindly request a more immediate response and a firm commitment to expedite the required repairs.

  We sincerely hope you understand the frustration we are experiencing and the significance of rectifying this matter without further delay. Your cooperation is greatly appreciated.
  Thank you for your immediate attention to this critical matter.

  
  Warm regards,
  ***************************

  Customer Answer

  Date: 10/17/2023

  [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:

  I trust this message finds you well. I am writing to address a persistent issue concerning our rooftop deck, which we initially reported prior to September 14, 2023. At that time, we were given assurance that any necessary repairs would be promptly attended to, but unfortunately, we later received news of denied coverage.
  
  On September 25, 2023, a representative from Stanley Martin visited our residence to inspect the problem, which was certainly a step in the right direction. However, it has now been 17 days since that visit with no substantial progress. Just today, we received an email outlining a service date scheduled for November 8th. We appreciate the effort to communicate, but the continued delays in resolving this issue have been increasingly frustrating.
  
  As of today, more than two weeks have elapsed since the last visit, and the extended delay in scheduling the necessary service is prolonging the resolution of this matter. We kindly request a more immediate response and a firm commitment to expedite the required repairs.
  
  We sincerely hope you understand the frustration we are experiencing and the significance of rectifying this matter without further delay. Your cooperation is greatly appreciated.
  Thank you for your immediate attention to this critical matter.
  
  Regards,
  ***************************

  Business Response

  Date: 10/25/2023

  The timeframe provided reflected our priority to have a Stanley Martin representative present and was our first available opportunity to align multiple subcontractors on-site at the same time.

• Initial Complaint

  Date:08/24/2023

  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.

  We closed on our home in Harrisburg, NC in Dec 12/2021. As a part of the purchase, Stanley Martin provided a one year warranty for reasonable repairs on the home. Documentation of the request repairs was necessary by the 11 month deadline which we provided with photographs in November 2022. As of 08/2023 none of the requested repairs have been addressed including issues that were present at closing. Stanley Martin initially blamed Covid delays; however, they continue to build new homes in the area and are kind enough to email us when new build homes near us are available. I've reach out to the warranty department greater than 10 times and have been told that I would be contacted by the service manager with at least an estimate on my repairs and have heard nothing. Our hardwood floors began buckling in the summer of 2022 and have yet to be addressed. Our brand new stairs squeak because the underlying wood was crack prior to carpet being installed which has still not be addressed. Baseboards are peeling off the walls. We had a roof leak that thankfully our superintendent had repaired but the drywall was never painted nor corrected. We waited over a year to move into our new home and have a plethora of repairs that have yet to be corrected

  Business Response

  Date: 09/15/2023

  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. Stanley Martin Team Members have been in communication with ************************ regarding her concerns and addressed all warranty issues on 9/13/24.

  Customer Answer

  Date: 09/29/2023

  [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 ********. The company (Stanley Martin) was able to complete our repairs in a timely manner and to our satisfaction.
  
  Regards,
  
  *********************************** (******)
  

• Initial Complaint

  Date:08/23/2023

  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.

  Purchased my home 11/2022 via Stanley Martin Builders. During the walk through before closing many items were addressed that needed to be fixed. No formal punch list was provided other than a notepad by the company representative was used to take notes. I have been documenting, emailing & begging for someone to complete the 60 day warranty list since that time. I have a detailed email correspondence listing repeated request for items to be fixed while addressing the NC President, NC Project Manager, & Forman. Due to issues with their company, my 60 day work list has still not been completed as of 8/23/2023. Now, in the defense of the project foreman, I did say to him I understood he had been handed an **** mess, but if he couldn't address the ALL issues he could leave. Well, he left. It's now 8mths past my 60 warranty check & I still have the following issues that have not been fixed: No hot water in the kitchen... Foreman states tepid is good - Due to tankless this is to be expected per SM Exposed Siding that was cut incorrectly Floor that was cut incorrectly by floor installer Damaged Doors - Master, Bedroom, Laundry, Attic (These were to be replaced-still not done) Painting - Door frames not painted Painting - External Window frames exposed to elements - not painted Soffit & Utilities - not caulked and exposed to elements Carpentry - Shoe Molding and such Dead Plants -2 Dead since closing date 11/2023 Bedroom- Ceiling fan with cracked ceiling - Provided picture Drywall tape pulling away from seams in foyer-noted a closing Bonus room ceiling I have repeatedly explained my fear that items not completed by the 1 year would be in jeopardy of not being handled correctly or at all. I have called the warranty department and a voicemail picks up. I have emailed the warranty dept. I repeatedly emailed co. representatives asking for resolution. I'm only asking SM to correct items in a house that I bought brand new. 1 example of workmanhship Bolivia NC *******

  Business Response

  Date: 09/08/2023

  We have been in contact with **************** regarding her concerns and met with her on 9/5/23 to finalize and schedule the items that need to be completed. We will continue to touch base with her to monitor the status and completion of the remaining items.

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed on my home in January of 2022 at the ********** in West Hyattsville, MD. Since then and even prior to me moving in, my neighbors and I have had numerous electrical issues that were reported on our community ******** group (***************************************************************************) to include: faulty breakers, breakers tripping and not being able to use several appliances all at the same time, the breaker in the HVAC not being connected so live wires were hanging, one neighbor even mentioned they are using a kettle in the bathroom because of the numerous breakers tripping in the kitchen! Our HOA has even sent out surveys to residents to report any electrical issues we may be having. Needless to say, there are too many electrical issues in this new community. A few weeks ago, we had a power outage which caused my dryer to malfunction. ***** (our local utility supplier) came out and checked my meter and everything was fine and suggested the breakers get checked as they may be the issue. **** ***** also came and had to reprogram my dryer with ******* ******** (the manufacture) on the line. I later learned that a transformer had blown up and caused this problem along with other issues in our community. Now 2 weeks later, my HVAC is not working properly. Yesterday, (July 26, 2023) the HVAC technician came by to adjust the dampers because I was not getting enough cold air on the 3rd level. A few hours after he left, the AC stopped working and the temperature inside kept rising. My thermostat is on and no breakers tripped. The condenser is not working either. I tried moving the breakers and the AC won't kick on. Stanley Martin's warranty department amongst other things, is saying that I need to contact my homeowner's insurance if the transformer caused any further damage, that the transformer isn’t supplied or maintained by the builder (obviously that's thru *****), that the electrician can't come back out because they didn't find any issues with the installation or material defect. They are working on getting a HVAC tech out sooner than my Friday appointment. By then, this house will be over 100 degrees. I really need the electrician to come out asap. It's also surprising that the former electrical company that serviced Stanley Martin, ****** Electric, is no longer doing business with them. My home was serviced by ****** electric and not the new company (******* Electric) so that may be the real issue with them paying for repairs. In addition, a very large apartment building is being built across the street that may be affecting our community and adding to our electrical issues. Your attention to this matter would be greatly appreciated.

  Business Response

  Date: 08/16/2023

  We take our responsibilities and commitments to every home buyer seriously and we appreciate *** ***** bringing her concerns to our attention. Upon *** *****’s request for an electrician to assess the HVAC issue, we advised her that if the damage was caused by a blown electric utility owned transformer, it would not be covered under warranty and the homeowner would be responsible for the cost. We offered *** ***** appointments on 8/2 or 8/4, but unfortunately, we did not receive a response from her.

  Customer Answer

  Date: 08/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have provided additional documentation to support my case. Please see attached.
  
  Regards,
  
  **** *****  
  

  Business Response

  Date: 09/06/2023

  Stanley Martin warranty service applies to repairs as spelled out in our homeowner’s warranty. While we regret that it appears an electrical surge from a utility transformer because of an electrical storm resulted in appliance damage, that is not a risk covered by warranty service. We sent an electrician to *** *****’s home to inspect the electrical system and confirmed that there was no issue with the wiring or the breakers. The appliance company confirmed after inspection that the motherboard had been damaged by the power surge caused by surge from the utility company’s transformer outside her home. 
  
  The ARC fault circuit interrupter breakers in *** *****’ breaker panel are designed to trip in case of a power surge or interruption in the power supply to the circuit and are a code requirement. ARC circuit breakers, however, are not designed to act as surge protection for downstream electronics. As an option, some homeowners choose to install a whole-home surge protector at the breaker panel. It's not an electrical code requirement, but it may bring peace of mind to homeowners, especially during electrical storms. As a courtesy, we can again send an electrician to inspect the panel box to confirm that there is no issue with the wiring or the breakers, but it's important to note that scheduling an inspection with the county inspector is up to the homeowner.
  
  We sent a technician to *** *****’s home to address the issue with her HVAC system the day after it was reported. Upon arriving at her home, she informed the technician that the breaker had tripped, and the A/C was operating properly again. Lastly, we will not be installing smart WIFI breakers as they are not something we offer in our homes. This information was communicated to *** *****.
  

  Customer Answer

  Date: 09/18/2023

  [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: Please see my attached documents and response to support my position.
  
  Regards,
  
  **** *****  
  

  Customer Answer

  Date: 10/31/2023

  Just to clarify and for the record, the business did not address all my issues within the complaint, hence why I remain dissatisfied.

  Thank you,

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

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 08/21/2023

  This issue has not been resolved.