Complaints

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

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  Fairway Homes West, Inc.

  7730 N Cortaro Rd Ste 102 Tucson, AZ 85743-7010

  
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  Fairway Homes West, Inc.

  1308 Alexander Ave E Fife, WA 98424-1149

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:06/05/2023

  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.

  Dear Sir or Madame, I hope this message finds you and your family well. I'm contacting you regarding a situation involving my parents, who are in dire need of assistance. Before the beginning of the pandemic, they signed an agreement to build a home with Fairway Homes West. Almost 3 years later, that home is still yet to be completed. The permit finally came through in August 2022, and my parents were given a completion date for Feb. 2023. However, it is now June 2023 and the process of getting the house built has been horrific to say the least. To start, the company's name was changed; their salesman was fired; and they are now on their 4th project manager. Before they started building, Fairway Homes West somehow lost my parents interior selections. My parents had to go down to the office to reselect them. They tried to make my parents believe that it was their fault. Come to find out, their original selection was no longer being offered. The framing was then dragged out over several months due to not having a building crew, engineering mistakes, and monsoon season. We found that the first floor ceiling was too low, and people would be in danger of hitting their head when walking up the staircase. Due to the engineers not making the changes in a timely manner, they lost their building crew. Then with no roof or windows, the house was completely flooded. The wood showed considerable warping. Fairway Homes West made no effort to inform them of the situation, and there was no effort to fix the damage. My parents were told that they were going to let the house dry out. There were a number of other mistakes being made with plumbing and ductwork when work resumed, which made the building fail the city inspections twice. To this day, there are still no doors on the house. The roof has not been completed. Plus, my parents just found that the house has been vandalized this past week. With a Feb. 2023 date completion, the house is not even half done. To be fair, the pandemic delayed the build considerably--especially when it came to getting the permit to start building from Pinal County. Yet, two years after the pandemic is outrageous. My parents have been in a rental home for close to 3 years, which is years over what they've been planning. My parents have been subject to numerous rental home increases while they have been waiting. Not to mention, Fairway Homes has been charging for their building mistakes. There was also a price increase of $24,000 even though their contract was finalized. This situation has been very stressful for my parents are retired military, and it pains me to watch them go through this. My hope is that you can help with getting their home completed within the next 3 months or possibly help getting us connected with a residential construction lawyer. Anything you can do to help them will be greatly appreciated. Thank you for your time, ******* ****** ************

  Business Response

  Date: 06/05/2023

  Thank you for reaching out. We would like to look into your parents build, however you have not supplied their name. If you could please reach out to our office at [email protected], we would like to clarify some of your concerns and help to get your parents answers and complete their home. Thank you for bringing your concerns to our attention, we look forward to completing your parents home. 

  Sincerely ,

  Fairway Homes West

  Customer Answer

  Date: 06/14/2023

  Dear Sir or Madame,  

  I'm contacting you to request a continuation of this case.  On 6/7 I responded to Fairways response to my complaint by emailing on them the details of my parents project as requested. To this day, I have not received any details on what they are planning to do to get parents project done by email or call.  My parents also have not received any correspondence on a completion date or refund for their troubles.  My parents names are ******* *** ****** **********r and they are building in San Tan Valley, AZ. As mentioned before this has been a very stressful situation for my parents and I just want them some closer so they can move on. 

  Thanks again for your time and consideration,

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

  Business Response

  Date: 06/14/2023

  Thank you for your patience, 

  We received your request and will respond through the portal and support email that you reached out to. We apologize for the delay in response. Your Parents Project Manager is on site every Thursday and is happy to answer any questions or concerns. We are working diligently to complete your Parents Home. Your parents are building a custom home , and have requested several structural changes during the course of construction. Each change requested required re engineering and significant preparation. We are currently in Insulation and will be responding to your parent regarding their build.

   

  Thank you. 

  Fairway Homes West. 

   

  Customer Answer

  Date: 06/23/2023

  Dear Sir or Madame, 

  Thank you for sending the acceptance prompt for FWH latest response. I spoke to my parents about FWH support portal and email and was told that the portal is not updated on a regular basis and that it often takes weeks for them to respond to emails/phone messages.  In regard to their mention of my parents requesting several structural changes, the only structural change that my parents have requested is for the removal of a wall.  FWH told them they were going to charge them an extra 30K to make the change, so my parents canceled the request.  The only other changes my parents have made were to flooring or cabinets because the company was no longer offering the items my parents had originally picked before the project began.  Besides that the only other structure change that had to be made was due to an engineering and builder mistake.  The ceiling to the stairwell was too low and we had to duck going up and down the stairs.  That is something that should have been taken care of before they started building the home.  Please let me know if you have any questions or need me to do anything else. 

  Thanks again & Have a Good Weekend, 

  ******* ** 

   

• Initial Complaint

  Date:05/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Before the beginning of 2023, we signed a contract to secure in rates on a home build. We were promised that if we could not get approved on our loan then the contract would be canceled. We have several emails for written proof. They pushed us off so long with no communication So our loan expired. We had no choice but to choose a different route. Months after I had told them (via email for paper trail) we no longer wanted to continue. They came after us. I am happy to provide with full proof that we were completely ghosted along with horrible communication. My lender also has MANY emails with no response. The second we said we decided to take a different route they were trying to move forward with the contract AFTER our loan expired. They did nothing for 5 months with no communication. Our loan expired and we were never approved. They never did anything for us. We have many emails to prove the lack of communication. They never sent us anything so we could move forward with our loan. We were fully committed at the time of signing & trying to get pre approval. They became extremely difficult to work with. We never even came close to submitting permits. We never even received our ARCHITECT plans. They did nothing and now our trying to charge us even more. I requested our deposit back with no answer. They have been incredibly rude trying to push forward. I would never recommend this company to anyone.

  Business Response

  Date: 06/01/2023

  Ms Newman, 

  We apologize that you had an unpleasant experience. We are currently working with you on your concerns. Unfortunately the lender you chose to fund your build did not have a program that aligned with our building program. We worked with your lender to come to an agreement on term and although it took time to do this, we did agree and your bank informed us that you were fully approved for lending to build. We recently spoke to the same lender and you are still approved to build with us ,your lender and Fairway Homes have reached an agreement, they would only need you to reapply and lock your rate in again.. We truly apologize if you felt that we were not communicating with you or the lender, We also have many communication logs showing attempts to coorespond.

  We spoke with you this week and would like to still build you a home, we understand your communication concerns and are able to resolve this so we can move forward. We are currently looking into your Joint building agreement with Fairway Homes and will take all facts into consideration when moving forward or dissolving the agreement.

  We hopefully look forward to building your home,

  Thank you.

  Customer Answer

  Date: 06/06/2023

  I did hear from Marie from legal department. She talked to my lender with all the paper trails of being nonresponsive with fairway homes. Marie admitted they dropped the ball on communication. I was supposed to hear back on Friday (6/2/2023) how we are going to dispute this & get my deposit back. I still have no heard anything. 

  Business Response

  Date: 06/06/2023

  Dear Ms Newman, 

  Your lender did reach out to us on 6/2 to try to advocate for you and to help you to regain your non refundable deposit. Unfortunately your statement that we admitted fault in communication was incorrect, it was agreed upon that all parties were responsible for communication.  Ongoing communication between your lender and Fairway Homes was documented between both parties. Your loan officer has since left the lender and was not able to clarify. When we spoke with your lender, We asked for a letter of denial for lending, to help quantify your request to cancel you contract with Fairway Homes,  your  your lender let us know that they could not issue this because you do qualify for lending and all terms that were required to be met between Fairway Homes and the lender had been met to move forward. Unfortunately at this time, because you do qualify for lending and with your preferred lender, the issue no longer is based on not being able to obtain adequate lending or an approved loan. We would like to honor our contract and build your home , however at this time if you do not wish to move forward with your agreement , the agreement would need to be settled with Fairway Homes per the terms of the joint building agreement. We do apologize for not reaching out on Friday, however we needed to speak to your lender to verify all facts. We will be reaching out this week to resolve this issue. 

   

  Sincerely

  Fairway Homes West.

• Initial Complaint

  Date:02/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/17/2021 we signed a contract with Fairway Homes West to build a house from their catalog „****** ***** ***4“ with a list price of $233,500.- FHW provided a * Build time guarantee of 195 days * 120 day price lock guarantee and * Quality guarantee Without these explicit guarantees we would not have signed the contract and paid the $5,000.- nonrefundable processing fee. FHW had built „****** ***** ***4“ several times in the past and was in possession of the blueprints. The only option which we ordered was the 9“ ceiling, otherwise everything else was standard. The 120 day price lock guarantee expired on December, 17, 2021 and FHW still hadn’t provided the blueprints. We had called them numerous times and asked why they needed so much time to provide blueprints which they used numerous times for identical homes. The answer was that „each county has its own codes“ but we never received an explanation what the specific codes were which required modifications of several months. A few days after the 120 day price lock period we received the blueprints and within a few weeks a building permit was issued. The construction site was ready in September 2021 and there were no issues with a loan since we paid cash. We feel that FHW intentionally withheld the blueprints in order to increase their price. We had to agree to pay an additional $24,807.- Otherwise we would have lost the money that we had already spent up to this point in time, the non refundable $5,000 processing fee included. By looking at other reports, it appears that it is one of FHW / Reality Homes standard business practices to give a 120 day price lock guarantee and to get around it by delaying the delivery of the blueprints. There was absolutely no delay from our side and the construction could have started after roughly 60 days if FHW had provided the blueprints in a timely manner. Besides that, FHW promised to complete the construction within 195 days from foundation or the end of January 2023.

  Business Response

  Date: 03/06/2023

  Fairway Homes West has reviewed the complainants file, We typica;;y review the file when construction is complete, however we have issued the build time credit in the amount of $2000.00 per the Joint building agreement. Once the Complainants home is complete we will apply the credit to the final invoice.

  Customer Answer

  Date: 07/14/2023

  I just saw that Fairway Homes West replied to my complaint of February, 28, 2023.
  
  I don’t accept their answer because it didn’t address the main issue that they increased their price despite the 120 day price guarantee. After signing the contract they received the soils report within a few weeks. There was absolutely no delay from our side but Fairway Homes West (Reality Homes) advised me that their engineering department was busy. 
  
  I saw identical cases in which other customers complained that they did not cause any delay and Reality Homes didn’t honor their price guarantee. Reality Homes replied „we look at each case individually to determine if the delay was the customers fault.“
  
  The business did not address the question why they didn’t honor their price guarantee at all. We feel that the business intentionally delayed the process in order not to be bound to their price guarantee. It was in their best interest not to provide the blueprints within 120 days.
  
  Also: According to their built time guarantee, the house should have been finished in February 2023. Now we are in July 2023 and not even half of the work has been completed. We feel that Fairway Homes doesn’t care anymore because the contract doesn’t make any difference between a 1 month delay or a five year delay- even if it would take them 20 years to complete the house, the contractual compensation would only be $2,000.
  
  Regards 
  
  ***** ****** 

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started our designing process with the salesman on or around 3/12/22. Everything seemed fine until we actually got to the architect with the parent company (REALITY HOMES) who started to draw our design. After getting started with the design we began to find out that things we were promised from the beginning of signing were actually a lie. I was told I could add things and found out I couldn't due to their building code as a company. Finding out these things sometimes took months to hear back about, and I waited all that time just to find out I couldn't have what I was originally told I could. Then also finding out that my building plan was not mine and I could not build it myself or have another company build it, after being told the plan was mine and I could do what I wanted with it. I finally tried to get ahold of management in Aug. to get my money back with no luck until one of the PRE-Construction Managers, finally called me on October 31st. I told her everything that I was experiencing and how I would like my money back. She then told me that I probably couldn't get it back and I was pretty much threatened that I was going to have to pay additional fees if I didn't go through them to build our home. I didn't see how this was possible when we still haven't had our design done correctly. She promised me she would call me back November 7th, still haven't heard from her. I gave her another week before I called back and still nothing. I hear from another consultant I had been dealing with and she said she would get ahold of me by the end of the day, and I didn't receive a call back yet again. So again, the following week I called and left a message, still no response. I got an email from the architect on November 9th telling me the Manager would call me that Day, I responded saying "I'm not going to hold my breath, I've been let down and lied to". So, it is now December 1st and still no response. I'm tired of the games and would like all my money back.

  Business Response

  Date: 01/17/2023

  Thank you for notifying us of this complaint. Reality homes and Fairway homes are 2 separate entities, This complaint should be submitted to BBB for Fairway homes- Mr ******* has also submitted a bbb complaint to the AZ Market. 

  We request that Mr *******s complaint be removed on the basis of it does not pertain to Reality Homes. 

   

  Thank you. 

  Business Response

  Date: 02/01/2023

  The Contract was not contingent and repeatedly states no refund of the initial deposit
  ***** ******* (“Owner”) signed a Joint Building Agreement with FHW on March 26, 2022; FHW signed on April 6, 2022. See the parties’ signed contract documents, attached as Exhibit “A.” Owner alleges that he entered the contract with FHW “contingent on sale of Owner’s current home;” however, absolutely nothing in the written record reflects any such understanding. Further, regardless of whether Owner chose to proceed with the project after the initial design phase, the initial $5,000 payment (comprised of a $2,500 deposit and a $2,500 fee for plan customization) was identified in the contract document, on the Home Specification Sheet signed by Owner, as $5,000 in “non-refundable processing fees.” Owner also initialed page 6, Section L of the contract, which provides, “Owner understands the deposit paid is non-refundable.”
  II. There was never an agreement to a 10-year price lock
  Owner also claims FHW’s salesperson assured Owner that he didn’t have to build anything right away and had 5 to 10 years to build! It is unrealistic, if not extremely naïve on Owner’s part, to expect the price of construction labor and materials to be locked in for 5 to 10 years. This allegation also directly contradicts the contract provisions that the price would go up if financial arrangements, permits, and other Owner pre-construction responsibilities were not complete within 180 days from contract signing, with continuing 120-day price locks and raises. See Contract, Section C, “Payment,” Par. 1 and 7. The Home Specification Sheet, initialed multiple times by Owner, also states, “The Homeowner is aware that no representation will be honored or recognized which is not part of the contract documentation.

   

  ”Delays were not due to FHW, but rather, Owner issues
  Owner complains it sometimes took “months” to hear back from FHW; FHW’s pre-construction notes, attached as Exhibit “B,” reflect otherwise. The contract was signed April 6, 2022; Owner was immediately advised that FHW was working to have Owner’s first plan proof completed by May 6. On April 25, Owner inquired about extending the flooring specified for the kitchen into the great room and halls. So FHW calculated the additional cost and sent Owner a PVF (“price verification form”) on May 5. A change order was sent by email for Owner’s signature on May 10 and an option approval form was sent for signature on May 20. The option approval form was accompanied by a reminder that the engineering process could not be completed until FHW received the signed form and the soils report, which per Section E of the contract, “Building Details and Permits,” Owner should have obtained within 2 weeks of signing the contract.
  Not only did Owner not timely produce a soils report (one of Owner’s responsibilities under the Joint Building Agreement), FHW was advised on May 20 that Owner lost the land on which he had initially intended to build. Owner began looking for an alternate homesite to purchase, but without a specific building site, FHW was unable to complete the engineering or plans. FHW so advised Owner on May 20 and again on May 31. Another 20 days passed and on June 20, Owner advised that another possible lot purchase had not gone through and a third potential homesite was pending a septic test. Still, Owner continued to request changes, this time to the electrical plans, on June 24. FHW communicated throughout July and August regarding plan changes and custom bids; the pre-construction note for October 10 reflects that despite the price lock expiration, the base home price had not changed. FHW continued to do the design work it that could, sending change orders for Owner-requested custom bids on October 17, for which FHW was still waiting for signatures on October 31. Then, by November 7, Owner was discussing whether he was moving forward with the project.
  IV. Owner was not entitled to a return of non-refundable sum after Owner breach
  Owner claims he requested his money back on October 31 and was unsatisfied with the response to his refund request thereafter. Owner fails to acknowledge that, by making that request and stopping the project, he had breached the parties contract, and further, was ignoring the fact that the $5,000 initial deposit was expressly non-refundable, and represented a small fraction of the months of work FHW had expended on pre-construction services.
  Further, Owner appears to complain that the plans prepared by FHW were not his. Section Q of the Contract, Par. 4, expressly states, “All plans, blueprints, engineering, contracts, pictures and other addendums to this Agreement are the exclusive property of Contractor . . . and may not be used at any time for any purpose by anyone except Contractor before, during, or after the completion,expiration or termination of this Agreement. Owner initialed the Contract directly under this provision, acknowledging his agreement.
  V. Conclusion
  Both parties to the Joint Building Agreement had responsibilities that were clearly set forth in the documents. FHW diligently performed its contract duties. In contrast, Owner Mr. ******* failed to perform his responsibilities (no timely soils report); changed the basis for FHW to prepare the design documents required to obtain permits (change in lot, additional change orders); and then reneged on the contract. He then still expected to recover an expressly non-refundable initial payment. Fairway Homes West respectfully submits that Mr. *******’s complaint should be dismissed.

  Customer Answer

  Date: 05/05/2023

  I haven't received any updates on my complaint is it still open? 
  

• Initial Complaint

  Date:06/30/2022

  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 signed a contract and paid Fairway $2,500 back in July 2021 for a new home construction. As it stands today, nothing has been started. There were numerous delays and revisions of the permit which resulted in months of waiting for communication from the builder. When permits were obtained we were persistent in getting construction stated ASAP but again communicating with the builder on a start date further delayed construction. We were then charged for a lumbar price increase as well as for foundation/plumbing back in April. Just recently the builder has requested more money for additional lumbar charge on top of the on we paid in April. We are currently losing money on expenses such as portable Toliet (which at one point a Fairway employee told us thats all we needed to get foundation started) as well as other expenses. I don't believe the delays were my fault so I don't believe I should be required to fund their request.

  Customer Answer

  Date: 05/22/2023

  I signed a contract with fairway homes west early 2021 for a new home construction and they didn't start construction until 2022. With the delays I was charge multiple price increases that put me over budget. It was stated that the house would be completed around January 2023 but then got pushed to the end of March. It is now the end of May and there has been no progress. The contract states that fairway will $1000 for every month gone over the completion date up to a total amount of $2000(only 2 months). It is well over 2 months from the completion date and I am being told the house will not be finished until the end of August. There has also be mistakes with the framing of the house that resulted in smaller windows which makes me feel like I am getting less value. With all these delays, price increases, and mistakes I just feel cheated by this company and very regretful that I signed the contract in the first place.

  Business Response

  Date: 05/22/2023

  Mr Borquez, 
  
  We apologize that we are not meeting your expectations. We show in our Customer portal that you have had contact with your project manager and coordinator regularly and that the correspondence has been informative and appreciated by you,  Our goal is to complete your home as quickly and efficiently as possible. We would like the opportunity to address your concerns , and ask that you please reach out to support@fairwayhomeswest , we are happy to address your concerns and work towards completing your beautiful home,