ComplaintsforStanley Martin Homes LLC

• 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,
  
  *********************
  
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract April 2022 Paid amount 677683$ Committed to give a completed home and signed to fix all my pending issues identified before closing within a month after closing. Dispute for not providing a quality home for the paid price and for the false promise before closing and ignoring, lack of communication after closing the house Stanley Martin has not taken any action to resolve my concerns after multiple follow-ups and heads up given about filing a complaint.

  Business response

  03/01/2023

  We appreciate ******************** bringing his concerns to our attention. At Stanley Martin, our goal is to work promptly to ensure all outstanding service requests are resolved in a timely manner. We have met with ******************** in person since being informed of his concerns. While meeting with him, we collectively reviewed his warranty list and discussed the outstanding items. Some of the items on his list have been fully completed, and the remaining items have been forwarded to the appropriate trade partners for scheduling. ******************** gave the impression he was satisfied with our meeting. We are working diligently to get all items discussed completed and will continue to touch base with ******************** to monitor the status and completion of the agreed upon items.

  Customer response

  03/08/2023

  [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: Attached reason

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

  Business response

  03/28/2023

  The sales price for the home was agreed upon by both parties and the homes sales contract was executed.  We do not renegotiate contract terms due to market conditions after a buyer party freely enters into a contract.  Any allegations that we somehow acted inappropriately with respect to the inspector approving this inspection are patently false.  Stanley Martin does not facilitate which local municipality inspector is assigned to inspect its homes under construction or the results of any such inspection. In every case, the inspector is assigned by the governing municipality.  Here, the inspector approved the inspection being performed, allowing the home to move forward with construction.  All homes progress through the construction process at their own pace, independently of other homes being constructed, due to material and labor availability and many other factors, as outlined in the contract.  The remaining items listed in **. ********* response have been previously addressed and resolved.

  Customer response

  03/29/2023

  [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’m not asking to renegotiate the contract terms, I’m asking for a compensation for not giving me completed house and making false promises at the time of closing and not fixing the pending items on the agreed timelines.
  
  How come the inspection passed when the item are not fixed by SM?
  
  You say you can’t renegotiate the contract terms, I wonder how you changed it for my neighbor? We both signed the contract around the same time and his purchase price was 755000 and it was closed at 695000.

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

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a house over 7 months ago. The day before closing we had a final walkthrough where we stated all the things we wanted to be complete. The builder stated it would be in a timely manner but would not be before closing which we agreed to. To this date they have not done simple things like finish the trim in the island in the kitchen. Our cabinets are the biggest issue as they are not finished and the builder no longer uses the cabinet company. When we suggested that we pay to have them repaired ourselves they said absolutely not but again will not tell us when we can get this fixed. After seven months of trying to work something out we stated to the builder that they are forcing us to take legal action if they cannot complete their end of the job. At that time the builder stated than we wont finish your house and it will just take longer. I keep referring to the builder, ******************* is his name I believe. No one from coorperate answers the phone and noone is wiling to reach a resolution. attached are just two of the problems they said they would fix. The trim around the island and the trim on my cabinets.

  Business response

  02/28/2023

  We take our responsibilities and commitments to every home buyer seriously and we appreciate **************** bringing his concerns to our attention. Our team has been in communication with **************** regarding his concerns and an appointment took place on 2/27/23 with a new cabinet company to address and resolve the issues mentioned. Other items previously reported to us by ****************, such as tile and trim work, have already been addressed and completed.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have never had to complain or file a complaint about a business. However, in this case I feel I must. I have been subjected to unfair and predatory treatment by Stanley Martin and at this point there is no that they will conduct themselves in a fair and equitable manner or operate in good faith. This has been almost a ***************************************************************** closing dates. The builder was unable to obtain the Certificate of Occupancy until February 1st and I was finally able to confirm that the repairs were completed on February 2, 2023. Less than an hour after I left the walkthrough, to confirm that appliances were operable and other repairs had been completed, I was threatened with penalties if I fail to close on Monday and threats that I am now in default of the contract because I failed to close on Friday. At this point, I would like a refund of my ******* money/deposit.

  Business response

  02/17/2023

  Our Columbia team communicated with ****************** regarding this matter. All concerns were addressed and we were able to finalize the closing with her. We believe the issues mentioned in her complaint have all been resolved.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a townhome in the ************************************* community (12/27) and so far my experience has not been favorable. From closing delays, a gross lack of communication regarding progress, delays, and inspections/service requests, lack of quality assurance, and a long list of items that were not completed by closing - one of which is the HVAC system that failed 3 inspections prior to closing. I’ve also had to follow up to make sure all the outstanding items were documented appropriately and would be addressed. My original close date of 12/22 was pushed to 12/27 due to delays finishing the house. I also feel there were misrepresentations made by the building manager regarding the status of the outstanding items so I would go ahead & close. The HVAC system issue had still not been resolved prior to close & I was repeatedly told the issue had been fixed. Even when I noticed the heat wasn’t blowing on the 1st floor, the temps weren’t regulated on the 2nd & 3rd floor, and the unit outside had a loud roar compared to the others, I was still assured the problem had been fixed. I spoke to the HVAC servicer, they denied there had been multiple service calls placed after the failed inspections prior to me taking ownership of the house. Consequently I went from 12/27 - 1/16 without a fully functioning HVAC system during the winter when temps dropped to 30 degrees. In regards to issues that weren't fixed prior to closing, it has been a huge inconvenience to continue to follow up on all the items and have trades (drywall, cabinet guys, painters, electricians) in & out of my home on numerous occasions. I am having to point out all the quality issues that a competent building manager should have been able to spot and fix on their own. I can't in good conscience recommend this community or builder to anyone I know. Completely unacceptable to pay almost $400K for a house and still have to manage ppl to fix what should have been done right the first time.

  Business response

  02/23/2023

  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 in communication with ************ regarding her concerns and met with her on 1/30/23 to schedule the necessary repairs. As of 2/22/23, there are a few outstanding items from ************** warranty walkthrough which are scheduled to be completed in the next 48 hours. We are also committed to providing ************ with better communication overall going forward regarding her repairs and outstanding items. 
  
  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.
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My home was new constructed by StNley Martin. I closed on home END of Nov 2021. By Jan 2022, I paid to have a privacy Fence installed in yard, all areas of Fence was flushed to ground. 1 Sprinkler head in corner rihgt in fence corner was defected, builder landscaper removed and replaced, it was huge underming gap/ hole under fence- They put sand and sod, but washes away with each rain periods in SC and hole reappear. When builder landscaper came in spring 2022, they said its drain issue and will need permanent solution. Construction going on behind my fence and other home next to me was being constructed at time. My ground in fence area eroded from their construction that caused drain issue. Landscaper from Saluda hill in summer stated nothing to hold until house next door grass is placed told I will need permanent solution. They said they need payment from SM. I reported to Stanley Martin throughout 2022 via email and text to Warranty field man, Landscaper and him took pictures during late summer/ Sept 2022. Said it will be fix. 12/19 landscaper put down sod etc, I still have a large gap under Fence with Post exposed and not touching ground,Any critter can come in freely. I sent video of my Fence Jan 2022, no issue, and sent SM, document of fence area no ground, post exposed, they telling me it's NORMAL for drainage, NO nrw home shoukd have a drainage issue in backyard. They need to fix drain and fill in hole/ gap. Again, never had any gap, holes in that area until their ground construction behind my fence and while house next door was being worked on. SM builder Warranty dept must THINK IM ignorant! They caused this issue and refusing to completely TOTALLY filled in area. I paid for my privacy Fence, attach is before and after pic, if the don't fix, they need to compensate me for damage they created. CEO OF company must be made aware.

  Business response

  01/25/2023

  We aim to address and resolve homeowner concerns in a timely manner.  We appreciate **************** bringing this matter to our attention and are sorry to hear her concerns have not been fully resolved.  Our warranty team met with **************** on Friday, January 13, 2023, to explore and evaluate her concerns.  We have agreed to repair an area in the back right corner of her yard that has eroded from the new development behind her fence. This work is scheduled to be completed on Thursday, January 26, 2023.
  
   

  Customer response

  01/26/2023

  [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 ********, and find that this resolution is satisfactory as of today 1/26. Stanley Martin is aware and see construction process still going on behind my fence in backyard, therefore, as homeowner, I will keep watch that this site repair today does not erode again with gaps under my fence or any issue arising from SM construction process behind my backyard that may affect my property directly - If so I will report it immediately and was informed by Warranty Mgr during their visit to evaluate that this company will

  honor to fix any issue caused by this construction process behind me.
  
  Regards,
  
  **************************;

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house in North Charleston, SC from Stanley Martin in August 2020 that came with a one year warranty. In April 2021 I contact warranty about replacing glass on a window that was defective. The builder, **** *****, confirmed that this would be replaced. In August 2021 when my 1 year warranty walk through came up, warranty denied ever knowing about the window so it was reported again. Warranty, led by *** *****, came out on November 24, 2021 to see the window and order a new one. I never heard back from warranty or the window company and was told that windows were taking a long time to order (during this time multiple other houses were built in the neighborhood that received windows). I contacted warranty and *** ***** over a year later on January 5, 2023. On January 6, 2023, *** ***** told me that the window company ordered the wrong window and it would have to be reordered. He would not give me a timeline for reordering and would not give me contact information for the window company. I have been waiting for this new window under warranty for 20 months, nearly two years. Stanley Martin is not holding up their warranty guarantee and their excuses that windows are taking a long time to order are false since other houses have received windows. I want this new window installed by one month from this writing February 5, 2023.

  Business response

  01/30/2023

  We were able to get the window delivered and have scheduled the installation for February 3, 2023, the preferred date of ****************. We plan to follow up with her following the install to ensure it was completed and to her satisfaction.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We built a house with Stanley Martin in the ********************** Subdivision and closed on it since August 15th. There is still ongoing items from closing that have not been completed and new issues keep arising but there has been major key issues and taking time to fix and are no longer replying to emails and no rush to do anything. Key issues that have occured: Main Plumbing leak, not connected proper ******** line leak, not connected proper Back door leak as not sealed 1/2 Bath Floor leak - told because of broken window but has been fixed and it was always from ground Foundation crumbling away and garage slab issues (may be in main slab too)HVAC not connected to upstairs and no heat upstairs discovered during the winter storm Shower leak Plumbing fixture loose Floor yellowing and bubbling in places Carpet pulling away from stairs Major Pest issues as no windows or doors are sealed on top so pests come in Electrical issues - garage door did not work and several lights and now random breaker pops and not the same ones even when no one home Countless interior finish items, poor workmanship, things not painted, mirror installed crooked, etc. Broken windows at closing and took months to get replaced and said waiting but accidently cc'd me on email that they were not ordered until almost 2 months after closing and broken for months prior to closing Hot water tank initially not hooked up Landscaping and grading issues and pooling of water and damage to grass (also from main line not being hooked up)Wasted time for trade no shows and appointments not happening and no follow up or notification until I reach out It has been a complete nightmare.

  Business response

  01/26/2023

  Homeowner satisfaction is our ultimate goal. We regret that ****************** is not yet satisfied. Stanley Martin had a meeting with ****************** on Wednesday, January 18, 2023 to discuss the issues and identify and make a plan to correct all outstanding warrantable items.
  
  In connection with the purchase of the home, she received a 10-year limited warranty agreement issued by 2/10 Home Buyers Warranty. This warranty provides a mandatory complaint resolution mechanism, which she agreed to utilize. If she remains unsatisfied after we have done everything to attempt to resolve her concerns, ****************** has recourse under the dispute resolution provisions contained in the 2/10 Limited Warranty Agreement.

  Customer response

  02/01/2023

  [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 meeting was not a meeting to discuss things because they kept referring to warranty but the items we are asking to be completed are from our walkthrough, closing and 60 days and/or results of the leaks/pest issues. They kept wandering off and not letting me show them the stuff and just looked at what they wanted to. It was never agreed that we would utilize the mandatory complaint resolution as we are not asking for warranty items and it is not even our 1 year warranty. We were promised things in multiple emails and even by the VP and they are going back on their word. They continue to try to bully and say no to me but as soon as my husband emailed they said they would do everything and then after thanking them they still then had to send a backhanded email saying they were doing us a favor and working outside of their parameters. If it was the warranty items then great but they can't even prove that they did a final paint and drywall on the house and it sure does not look like it with the missing paint in many areas, the different textures in multiple areas, etc. They also told us we were to accept the BBB response at the meeting and to move on. That they told corporate the response and it was handled, it is not handled. Hopefully February 7th and 8th everything is completed that they now have promised to complete but we have our doubts as they say within reason even though we have multiple emails between October and December saying they would do it. Also all emails and communication is from both of us, I don't email without consulting with *** first and he has input on everything so to keep saying no to me and then yes to him seems like an insult and that they have no respect for a female pointing items out. I have attached the letter we mailed to headquarters, photos, timelines of a bunch of events and the time wasted on trying to get the right thing done and the recent communication. 
  
  Regards,
  
  *****************************

  Customer response

  02/15/2023

  Yes everything was finally done, they finished on 2/10/2023

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered a contract with Stanley Martin on 11/26/22 date. This home purchase was contingent on the sale of an existing home (Not our primary residence) The buyer for our home had many delays causing us to request extensions on our end. One day before closing we find out that our buyer has not signed her loan docs and there is yet another delay. We relayed this information to SM and received a very aggressive response calling us irresponsible for communicating this information so late. Th email from Michael P**** was rude and reckless. I alerted the area president (Matt W******) of this behavior, and he did nothing to address it, essentially pointing me back to Michael P****. We have $10k in earnest deposit funds tied up in the deal. However, I am at the point where I rather have SM lose the sale due to the behavior that is being tolerated. Looking at the home market and the fact that we are cash buyers, I am shocked at the lack of professional and inability to negotiate in order to get a deal closed. Our agent has to propose a per diem to keep the deal on the table. It’s as if he doesn’t want to sell the home just because his ego is somehow bent out of shape which has nothing to do with our home. There are two models identical to mine that have just been sitting there and he couldn’t come up with one creative way to save the deal. At this point, I haven’t received one complaint and he will have single-handedly lost the deal purely based on lack of professionalism. I’m stunned that this is being tolerated by SM. I will take a loss knowing that I will be at peace with a builder that has integrity.

  Business response

  01/20/2023

  As ****************** has noted,the contract with Stanley Martin was contingent on the sale of another home.However, that contingency was removed, and the contract was firmly executed on 12/27/22 with a 12/30/22 scheduled closing date. On 12/29/22, the day prior to closing, ****************** stated they would not close on the home until items from their home inspection were completed. It was Stanley Martins opinion that the items requested did not warrant a delay in closing. It was not until we informed ****************** that we would not be delaying the closing, and were prepared to enforce the provisions of the contract, that we were informed of the closing delays at their other property. That delay is ultimately the reason they wanted to postpone closing on the Stanley Martin Home.
  
  To accommodate ******************,we agreed to pay a per diem to delay closing without defaulting; however, the home would need to close no later than 1/16/23. This was accepted by ****************** and subsequently rejected on 1/3/23. To further secure closing, we offered an $8,000 reduction in the purchase price and removed the late penalty. The Customer agreed to the terms and closed on 1/10/23.
  
  It is our belief this matter has been resolved.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a home from Stanley Martin about 2 months ago and we had frozen water lines on December the 24th, we had no contact method to report the problem but email that are included with all replies. There was no phone number to call. They are refusing to accept any responsibility and have stated that at 32 degrees outside temperature we should shut off the hot water and drain the water lines which means no hot water below 32 degrees in a new home and that is absurd. It only got down to 10 degrees and the pipes should not have frozen. The box covering the pipes were not sealed or caulked and had a little insulation on the front but none on the rear where the air holes were. We do not know who installed the heater. I asked if others had frozen pipes and they will not answer the question. This is a 55 and older neighborhood and I am 73 dealing with frozen pipes in a new home built by Stanley Martin. Our address is ******************************** Indian Land, SC ******** ***

  Business response

  01/20/2023

  The tankless exterior water heaters installed by Stanley Martin Homes are designed to prevent freezing inside the units unless the outside temperature without wind chill is below -4 degrees Fahrenheit. The homeowners in our ******** community had a power outage during the height of a cold spell from a historic late-December bomb cyclonestorm. This outage could have prevented the units from protecting themselves from freezing internally by preventing the heating element from working.However, the unit only prevents internal freezing and does not prevent piping to and from the units from freezing. This is the homeowners responsibility and where most units froze.
  
  Stanley Martin does not accept responsibility for the freezing of the water heaters as they were installed per the manufacturers recommendations and the warranty is administered by the manufacturer (not Stanley Martin). We are happy to advocate for our homeowners if they followed the manufacturers instructions for freeze prevention by dripping water during the freezing temps and draining the units,which Stanley Martin did advise customers to do. At this time, we recommend *************** contact his homeowners insurance company to discuss coverage for any damages resulting from the extreme temperatures and storm impacts.

  Customer response

  01/25/2023

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

   Complaint: ********

  I am rejecting this response because:

  If the box that contained the supply pipes were installed and insulated properly that would be different, but that is not the case. I have explained that the rear of the box that goes against the hose siding is open and there are 1/2" gaps that were not caulked and allowed the wind to enter the rear of the box. I requested that a Stanley Martin representative come out and look at the installation and they refused to look at it. They shoved a piece of house insulation in the front but did nothing to the rear of the box on the sides which are open to the elements. If the box is properly sealed and insulated wind chill becomes a non factor because the wind could not get into the box and cause freezing of the supply pipes.

  I do not know if what I have is normal or an unfinished job, all I know is they do not want any responsibility for a 2 month old house. This is my 5th home and I have never had freezing pipes and I lived in much colder climates. We had temperatures that yearly were below zero and down to -10 F. The temperature we had on 12-24-2022 was + 10F. I sure hope we do not have anything serious happen with the house based on the support so far.

  Also we have a drawer front in our master bathroom that the installer drilled a hole in the wrong place mounting hardware and tried to cover it up, we notified Stanley Martin during our inspection early December and we are still waiting for it to be replaced.

  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. ↩