Complaints

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:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed on a new home located at ********************************************* (************), in March of 2023. I later called about repairs. Submitted an online work order in January of 2024. Also texted photos of needed repairs to a phone number they gave me. My calls were not returned for a year. Made more attempts and had someone from the company come out in March 2025. I showed ***** *************) the cracks in my driveway, a burnt-out light, and a chunk of my wall that fell off. ***** later said the warranty does not cover hairline cracks in my driveway and ****** ACCUSED me of damaging the wall citing it was his with something. I showed ***** timestamped photos I submitted to the New Home Company showing a board protruding from the wall causing a piece of the wall to stick out. It was not repaired per warranty for over a year which caused it to fall off. I called the New Home Company warranty line to dispute *****' findings. I have left five messages over the past five weeks with no response. My wall should have been fixed in a timely manner. There is no reason it should have taken over a year to send someone out to my house. There is no reason for ***** to falsely accuse me of damaging my wall then refuse to make the repair after I showed him proof. The efforts I have made have been tiresome and frustrating. My wife is deployed to ***** for a year, and I am raising our four young children. Additionally, I work two jobs, military and law enforcement. I do not need this added stress. I have exhausted all possible remedies. Please fix my house.

  Business Response

  Date: 05/29/2025

  ************ has reached out to the  homeowner. A member of our senior management team has a confirmed appointment to meet with them in-person to review all their concerns on Wednesday June 4th. We will provide a detailed update of the meeting and next steps at the conclusion of the meeting. 
  

  Thank you,

  New Home Co. 

• Initial Complaint

  Date:11/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I have bought my house from the New Home company in 2020.There has been a water intrusion at the entrance door, upon reporting it, the request/plan was to replace the door frame early this calendar year. However, when the staff (probably contractor) of the New Home company came early this year (i.e. January 2024), they realized that the door frame they brought would not fit (once again seemed to be a planning issue within the New Home company), and they suggested to try to just rework the damaged part of the existing door frame (e.g. via sanding, painting), and in case it was not sustainable they still would replace the door frame as actually planned.. Well, upon some monitoring of the reworked condition, it was obvious that replacing the damaged door frame would be necessary in order to meet the originally met high quality standard, which was once again requested, but ever since the New Home company has not replaced the door frame, which is simply put unacceptable. It seems that the prior staff of the New home company, which was interacting with me mainly on quality/open items, is not with them anymore, which does not mean that the New Home company is still not responsibile for closing out its open items, it seems there might not have been a proper handover between their staff..And in addition to this, there are still about 18 open items from the original inspection of the house, which are to be addressed (further details, including pictures and communication channel(s) can be shared, if necessary).Only upon some esclaation to the CEO of the New Home company, has there been some movement, but no settlement has been reached yet.I am kindly asking you for intervention in order to ensure that the New Home company is executing its responsibilities, otherwise we (not just me) as a community might not have a choice but to initiate legal steps.Many thanks in advance.Looking forward to hearing back from you at your earliest convenience.Kind regards

  Business Response

  Date: 11/18/2024

  New ******** carefully considered Mr. ********* claims and thoroughly inspected his home several times. During our in-person meeting on September *******, we took 60+ pictures of all the concerns that he brought to our attention. Since Mr. ******** purchased his home on May 28, 2020, weve made several repairs under the limited warranty and have offered to make additional repairs. We also explained to Mr. ******** that some of the issues that hes raised do not fall under the warranty.
  
  Most recently, we offered to paint the backside of the two exterior pipes by the address plate and do some drywall touch up and paint at the garage and laundry room ceiling that had a few nail pops. We remain willing to address these items.
  
  It should be noted that the Fit & Finish Warranty for Mr. ********* home expired nearly two and a half years ago, on May 28, 2021. We believe that we have been more than fair and reasonable in addressing Mr. ********* concerns.

   

  Respectfully,

  New ********

  
  

  Customer Answer

  Date: 11/22/2024

  Dear Better Business Bureau,

  As I already communicated to the CEO of the New Home company, while I appreciate the visit of a representative of the New Home Company (even if conducted after escalation), I am once again surprised about the "offer" which is absolutely unreasonable, considering the amount and significance of the remaining open items.

  The New Home company is stating that the "Fit & Finish Warranty" expired on May 28, 2021, while I can prove that a clear overview of open items had been shared/communicated with/to the relevant customer representative of **********************, and I also can share written communication via mobile phone (or even e-mails with a service provided/contractor of the New Home company regarding the stairwell issues, for example), while the rework(s) have been going on.. Just because the New Home Company has not been able to conduct all relevant rework and repair in a timely manner, does not mean that the open items may be regarded as closed.

  Kindly just consider following examples, visualized through attached pictures:

  The picture "exterior pipes_front" basically shows the current condition of the pipes seemingly from the front (after they were reworked, by being repainted), by looking at the pipes from the back though, I noticed that the backside was not reworked (i.e. painted), leaving them rusted, clearly visualized through the picture "exterior pipes_rear". Now, I just would like to ask, who would do something like this? Would someone with integrity really do this? It is simply put unacceptable.

  The picture "stairwell_example" shall visualize the level of low quality regarding the installation of the stairwell, that had to get raised multiple times.. For the stairwell relevant upgrade only, a significant amount of money was paid (can be quantified, if necessary).

  Further pictures or information can be shared if necessray (it seems that pictures cannot be uploaded).

• Initial Complaint

  Date:10/23/2024

  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.

  I am buying a townhome from The New Home Company and there is a construction defect they have not fixed. During the walk through they refused to add it to the punchlist of items to be corrected prior to close. I am asking The New Home Company to fix the following refrigerator construction defect at ******************************************:_____________________________The space for the refrigerator is cut too far to the left, too close to the counter. As a result the left door hits the counter and only opens up halfway. The doors of the refrigerator have damaged the drywall on both sides and will continue to do so. This work is not up to standards. Please see the photos at the end of this email illustrating the construction defect._________________________I am asking them to fix the construction defect right away.Thank you!

  Business Response

  Date: 10/30/2024

  To ********************************************* is aware and in receipt of the BBB Complaint from Ms. Park. Our local *************** in ****** has engaged with Ms. Park and is actively working towards a resolution. We anticipate being able to provide an updated resolution soon. 

   

  Thank you.

  Customer Answer

  Date: 11/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:11/15/2022

  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.

  In January 2022, I agreed to purchase a brand new house with property address ********************************************************************* from the seller, The New Home Company. I made an initial ******* money deposit of $20,000 at that time. The house was to be constructed with inputs and upgrade options from the buyer with a target close date of November 2022. I provided additional ******* money deposits adding up to $47,526 for the house upgrade options.As the construction progress, i visited the house and provided feedback to the seller based on the due diligence inspections that i have conducted. I have identified and communicated several design and construction issues that's critical to me. The seller has addressed some of it but not all. As we get near the target close date, the seller asked me to sign the Final Options Agreement (***). I declined to sign it citing the issues i have communicated. The seller started to resort to intimidation tactics by alleging that i'm in default of my obligation because i'm not signing the **** The seller did this twice without reasonable cause, as i am merely exercising my right as the buyer to not sign the *** until the issues i have communicated have been resolved. Consequently, I have requested for a full refund of all my ******* money deposits from the seller due to:1. Irreconcilable difference between the seller and the buyer as manifested in the ungrounded and threatening allegation in the email time-stamped October 12,2022 12:49pm, by the seller's representative that the buyer is defaulting without reasonable cause 2. Non-disclosure and/or resolution of house flaws that the buyer has identified from due diligence inspections as communicated in emails dated August 22, September 16, and September 20, 2022 I have deposited a total of at least $67,526 excluding lender fees. I am requesting a full refund of *********** as i believe that i am victimized by the seller through intimidation, which for me is synonymous to bullying.

  Business Response

  Date: 12/06/2022

  Dear Better Business Bureau Representative,

   

  My name is ***********************, Northern ********** Division President of The New Home Company.  *************** to complaint ID #********.  We have worked directly with the customer and resolved the matter.  The customer has signed the agreement and will be closing their new home on or around December 9, 2022.   If you would like any additional information, please do not hesitate to contact me.

   

  Sincerely,

   

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