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Business Profile

Home Builders

KB Home

Complaints

Customer Complaints Summary

  • 347 total complaints in the last 3 years.
  • 68 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/07/2023

    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 11/28/2022, I entered a purchase agreement with KB Home for a new construction home. We were told the estimated build time would be **** months, so my family and I were confident that we would be able to get our funds in order by that time. The KB Realtors also knew that as we told them many times during the contract signing. I gave them a $22,110 Buyers ******* Money Deposit and $3,499 Options deposit. The purchase price is $487,290 and mortgage loan amount was $414,196.They rushed the build and wanted to close in early June which is earlier than the allotted time frame. We've tried to work with them to get an extension and tried working with the lender to try to come up with different ways in order for us to be able to close at their new proposed date of early June. They would not work with us at all. I've talked to several other lenders and they've both told me I should fight to get my ******* money deposit back. One of them tried to qualify me for a loan, however she ran the numbers so many different ways and said she doesn't understand how they qualified me for the loan in the first place.During the New Home Orientation, there were so many issues with the home. Parts were missing and the backyard door and kitchen cabinets need to be replaced. I emailed the KB realtor yesterday about these issues and said I was not confident in continuing the purchase since there were so many issues and wanted my ******* money deposit back, but that I would still attend the final walkthrough that was scheduled for tomorrow June 7th. She emailed me today saying that she was canceling the final walkthrough and won't allow rescheduling it until I get all the documents to title. I don't even know if it is legal for her to cancel the final walkthrough like that and I don't want to even close anymore because of all these issues the home has even before it has been lived in. I have over 300 pictures of all these issues and proof that they're still not fixed.

    Business Response

    Date: 06/20/2023

    On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.

    Unfortunately,due to customer privacy protections, we cannot share many details concerning this transaction.  Our new home purchase agreements have consumer financial documentation requirements at various stages of new home construction.    We relied on the buyers commitments and invested in the homes construction. Unfortunately, this buyer was unable to complete certain financial contingencies before the home was ready for delivery.  And when we completed the home on time, the buyer was unable to complete the transaction.  In that event under our purchase agreement, we retain the buyers ******* money deposit as liquidated damages even though our actual costs are much more. We are sorry that this happened for the buyer. 


  • Initial Complaint

    Date:06/06/2023

    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.
    *********************************************************** - $4000 ******* money need to be returned. My contract was cancelled by the KB lender because my credit repair is still in progress and the status of most of the accounts (13) are still in dispute and won't be completed by the close date of 6/15/2023. KB sales and all the other involved with my home build process knew that approval was conditional upon my credit repair being completed or score being where it needed to be to close. I didn't have the money for closing costs so the KB sales rep stated that the KB lender was offering up to 15k to assist w closing costs and that only if I went thru their lender that I could get the funds to cover the costs or they could possibly re-direct funds from a 25k discount I received on my house when I reached out about a price drop in home base price on the website but was told neither option was doable unless i went thru their lender. Unfortunately, after speaking with the KB lender he said that while my file was still in the credit repair/dispute process that there was nothing they could do and once it was completed then I could come back and re-apply. I requested the return of my 4k ******* money so I can use it to pay off some of the debt associated with the credit repair or settlement payments I will need to make to help repair my credit. To this date i have not heard from my KB sales rep. I have texted repeated times as well as my realtor with no response. The whole point in me getting a house was to provide a safe home environment for my daughter and for my parents to come live with me as my mother has breast cancer and my father is stage 4 kidney failure and is on the transplant list and will need my help in care if and when he gets a new kidney. I am single mother, disabled Army veteran with my own severe health issues who needs the ******* money returned to hopefully one day be in a better position to buy a home. As of today, I still do not qualify due to my credit repair status of accounts still being in dispute even though the credit repair team is working hard to clean up my credit profile. Time is my enemy at this point as it will take time to let the repair work itself out and with closing being this month 06/15/2023. Again, KB was already aware of my situation and offered to start the build process and have me sign the contract knowing i was in credit repair and my approval was conditional upon credit score being where it needed to be at closing. I am already heartbroken...actually my daughter is the most heartbroken that the house me and my daughter designed, buried a bible in the foundation and wrote blessings/scriptures on the frames won't be our home anymore. I'm even more hurt that I feel like the way I'm being treated as a disabled veteran and woman of color who is a single mom....4k is a lot of money. The fact that i have literally reached out many times and have been ignored has tainted the whole home buying process for me especially with KB Homes. If this is how they treat their customers or even veterans, then that speaks volumes and i would definitely never recommend this builder to anyone. Also, KB sends over cancellation documents for me to sign but on 1 page it says i get it back and the 2nd page says that i don't. So, i feel like they are trying to trick me into signing incorrect documents. Then i was overnighted a letter from regional sales manager requesting a letter from my lender which has already been emailed but also said there was a self-addressed stamped envelope included which there wasn't. So, i do feel like they are purposely trying to make it to where it looks like i am not providing what needs to be requested by the date requested. No information (phone number or email) was provided for the regional sales manager, and they said to reach out to the sales associates, but they aren't responsive either.

    Business Response

    Date: 06/12/2023

    On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.

    *********************** Sales Manager contacted this customer and explained to her the reasons why we retained the deposit. KB Home started construction of this customers home after receiving initial approval letter from their lender.   

    We wish them well on their future endeavors.  

  • Initial Complaint

    Date:06/05/2023

    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 went under contract with KB Homes for a home in ******************* subdivision Wake County, lot *******************************************************. *********************, our prior KB Mortgage loan ******** communicated last December that our cash to close number was going to be a lot higher than the lender initially estimated. Instead of advising us to terminate the contract, ****** promised in an email dated 12/12/2022, that the price of the home would be reduced to $413K, the down payment requirement be reduced to 3.5% from 6% and ask the builder for additional closing costs. **** was supposed to contact us in January because estimated closing time frame then was March/April 2023. a email from ************************* 2/5/23, base price will be made equal to the listed base price ***** days before closing. KB sent an email that KB was tentatively tracking for the end of June. asked new loan ******** ************************** for an up-to-date loan estimate on 4/5/23. We did not receive the loan estimate until 5/4/23. we learned that KB was still estimating that we would have to bring $10K more than initially estimated to closing in order to purchase the home. 5/4/23,our agent, fwd the 12/ 12/ 22, email and asked if ****'s plans to meet our budget to purchase the home. 5/4/23, our realtor sent email request of closing date and feedback about the cash to close numbers required . She explained that time was of the essence because we needed to budget and plan. After several attempts to get info from KB, we had to make a decision about moving and knew that we did not have the additional $10K needed to close. we signed a long-term lease. 5/10/23 we sent KB an email to request ******************** of the $5K deposit that we paid only because we relied on the loan information that was provided to us by KB mortgage, the builder's preferred lender. 5/18/23 KB told our agent we need $21K to close. The lack of consideration is why we did not take the risk of being homeless and sleeping on someone's couch.

    Business Response

    Date: 06/23/2023

    We regret that our customer is upset and does not want to proceed with the purchase of their new home. As we have shared with them, build times during this period have been elongated due to supply, trade, utility, and municipal delays that are outside of KB Homes control. Also, estimates of cash to close can vary from initial estimates and final cash to close amounts are generated shortly before closing. 

    Per the terms of the Purchase Agreement, KB Home must respectfully deny the customers request that we refund their deposit.

  • Initial Complaint

    Date:05/26/2023

    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 closed on a home from KBHomes. Within the first few days of moving in, we noticed several problems in the home and reported them to the warranty person.Even though it is a new home construction, we found a plethora of issues such as no outlet for water for a fridge,Uneven flooring on the second floor ( literally 2 inches of between the underlying wood plates), Flooring on first floor has holes and needs to be replaced,All Locks not working in the master bedroom,Gas stove chimney filters broken,Dishwasher connection not created. (Water could not drain at all because the connection to the water pipe was not created),Windows missing filter nets,Backyard door has a broken frame,Cable box outside the home is broken into pieces,Cabinet doors are loose,Electric plugs not working in the kitchen,Backyard grass installed unevenly.( construction workers kept walking on it while it was being watered causing uneven patches).We have reported this to the Kb home personal and they are not taking action on these items in a timely fashion causing us mental distress.Even for the few items they have looked at, the repair people have not been able to fix the issues. For example, while creating a water outlet for the fridge the worker drilled open the entire wall and left it unfinished, allowing insects thru to the kitchen. Overall the workers keep moving to issues from one person to another but never get to fixing the issues. We request to expedite the repair process and get a refund for the distress and low quality repair work which has caused more issues than fix.

    Business Response

    Date: 06/01/2023

    On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.

    Our customer service representatives have contacted the customer and are addressing the items of issue and scheduled repairs.

    Customer Answer

    Date: 06/01/2023

     
    Complaint: 20108704

    I am rejecting this response because:

    Even though the representatives are looking at the request now they are delayed in scheduling repairs. Moreover, having such a large amount of repairs required on a new home is ridiculous in the first place. It has been causing us trouble over an entire month now and repairs keep getting handed over to different people with no one actually getting a fix done.

     

    The response does not consider providing any credits for the suffering and delivering a new home with a plethora of defects. It also does not provide any reimbursement for the failed repairs which have left the home in a worse state.

     

    Sincerely,


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

    Business Response

    Date: 06/12/2023

    At KB Home, we strive to achieve total customer satisfaction.  We will continue to work with our homeowner until we can reach a mutually satisfactory resolution to the issues raised in the complaint.
    However, we are not willing to compensate our homeowner for something that he is not entitled to recover. The damages ************** is seeking are specifically excluded in the Purchase Agreement and/or KB Home Limited Warranty.
  • Initial Complaint

    Date:05/18/2023

    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.
    Im hoping that we can get into contact over some issues Im dealing with in my KB home.Ive been previously working with *************** on my year end warranty walk through and Im coming into some issues.My first issue is that *** identified my lifted carpet ( at the seam between vinyl bathroom flooring and the closet carpeting ) as something not covered by warranty claiming that if its been vacuumed at all the warranty was void. After reviewing the KB warranty booklet this is inaccurate and Listed as a repair by builder. I do expect this to be repaired.Also he was supposed to have a cabinet door handle sent to me by mail and that has not arrived.Ontop of all of this my home is experiencing some extreme settling and may have a structure issue going on that needs to be addressed immediately. This falls under page ******************** the warranty booklet.This damage is causing other serious damage to my home including , split seam in the kitchen counter , crack in the kitchen counter, crack in the shower, and shower pan pulling from the siding of the shower. Also my kitchen feels as though it has a hill and is no longer level.These are very serious and extreme issues for a home that isnt even yet 2 years old.*** has dismissed these issues and I do not agree with how it has been handled. I expect to have this addressed immediately or I will continue down the path of formally disputing the decision. If I were to have to dispute it would only be in good faith to also bring it to my next HOA meeting and start a conversation with my neighbors over the various complaints Ive been seeing about their homes quality as well.

    Business Response

    Date: 05/26/2023

    On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
    A ********************** customer service representative has scheduled a meeting with this customer to discuss and inspect the items at issue.  Thank you.

    Customer Answer

    Date: 05/31/2023

     
    Complaint: 20077647

    I am rejecting this response because:

     

    I have yet to have a meeting actually scheduled, and I will resolve my complaint when I agree with the resolution to the issue , and work is scheduled for appropriate repairs. I have had multiple issues working with this company and I do not trust that they will continue to address this without my complaint standing. This is not a resolution this is the first step. 

    Sincerely,

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

    Business Response

    Date: 06/01/2023

    A field inspector for the carpet company was at the homeowner's home yesterday to assess the situation.  Our KB customer service rep explained the process to the homeowner before work is actually scheduled so that the company understands what needs to be done and is prepared.  We continue to address this customer's concerns and are communicating each step of the way.

    Customer Answer

    Date: 06/08/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this is a move in the right direction. I will note that this is just the start of the process. KB is in contact with me and as long as ****************** or replacements are made in response I will feel it is resolved. If we end up having issues further along this process I will resubmit a complaint and include documentation of this complaint as well. 

    Sincerely,

    ***********************
  • Initial Complaint

    Date:05/18/2023

    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.
    Hello Sir/Madam, I have signed a contract with KB Homes on 5/13/2023 on a Homesite : #**, ********, ********, ** ***** paying $**,000 deposit as ******* money.But my loan pre-qualification got denied with KB Home loans due to my low and high home price and current high interest rates. I told the same thing about pre-qualification rejection to KB Homes sales person on 5/14/2023 and she told me in phone that the ******* deposit will be refunded back. However, when I reach her today morning (5/15/2023) she denied to refund the money and cancelled my contract without sending any addendum back to sign for cancellation. I really feel bad and frustrated for the way KB Homes dealing with me and trying to keep my hard earned money during my current financial situation. I have a signed contract with all legal terms in it which says the ******* deposit will be refunded when customer not qualified for the loan. Can someone please check and help me in processing my refund back.

    Business Response

    Date: 05/26/2023

    On behalf of KB Home, I appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is helpful to us as we strive to achieve complete customer satisfaction.

    Although ********************** is within its rights under the Purchase Agreement to retain the ******* money deposit, the company has agreed to refund the deposit.   Once the buyer signs all the cancellation paperwork, they should receive this refund in 4-6 weeks.

  • Initial Complaint

    Date:05/18/2023

    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.
    KB Homes has disrupted my life with empty promises and life challenges in our family daily living. Our process in purchasing our home started in October after we had put down a deposit. In November we went to studio to pick out flooring and upgrades. We spoke to Will with KB who was supposedly helping us in purchasing our home, until a few months later we found out he no longer worked at this location. We then delt with ***** who told us that the information that was given to us by the previous realtor was not going to be honored. We were referred to Gateway lending who took our information from previous KBHS rep. A few months passed and ****** (KBHS) reached out to us and ran our credit and then advised to wait until a few months to rerun credit until closer to closing. Not to mention, we are not able to use our credit cards. We were then told to pay off some accounts, which we did and in April we were approved. Meanwhile the construction manager has been in contact with us sending weekly photos of progress. Originally we were told the house would be completed in mid-April. We were now told the house would be closing escrow at the end of May. My husband had been renting in the area, while Im stuck in another state with working and providing for our family until the house is complete. Ive given my employer a resignation time frame in which I had to cancel twice. Im now being frowned upon with my employer because of my instability. This is a very emotion roller coaster we are being put through. Now we are being threatened to be out of a house with KBHS completely by ***** (KBHS rep).

    Business Response

    Date: 05/30/2023

    At KB Home, we strive to achieve total customer satisfaction.  We will continue to work with our buyer until we can reach a mutually satisfactory resolution to the issues raised in this complaint.

    Customer Answer

    Date: 05/31/2023

     
    Complaint: 20072211

    I am rejecting this response because:

    Your response we received was vague and was not acted on, to achieve customer satisfaction as stated in response. No one has been in contact with us on updates or how to further proceed. At this point, it has been a financial nightmare trying to buy our dream home with all the cost occurring, family separation, work stress while waiting on our house. Not to mention all the inquiries that are now on our credit making it even harder to purchase another home. We now have to resort to renting an apartment or be homeless because of the position KB homes has left us in. We are requesting a refund of our deposit due to lack of communication and commitment to housing.

    Sincerely,

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

    Business Response

    Date: 06/13/2023

    Temporary repairs to the irrigation system are underway.  Due to the surge of power to the irrigation system, a transformer has been ordered.  As soon as the transformer arrives (approximately 6-8 weeks), the irrigation system will be fully repaired.

    As a courtesy, we have reached out to the vendor hired by ******* to discuss the customers concerns about cracks in their driveway.  Their work in the utility easement is under the direction of *******, not KB Home.

    KB Home cannot construct a fence (or any other permanent structure)in a drainage easement.  

    Customer Answer

    Date: 06/13/2023

     
    Complaint: 20072211

    I am rejecting this response because:


    To date , KB homes has not upheld their commitment to keep us informed of the status of the home completion. In fact, we have made several attempts to contact them about where we are in the process and no one has returned are calls. 
    This response from KB homes has nothing to do with my complaint, home (property) or loan application. This seems to me like a careless response, not putting in the time take to ownership in what the real problem is. Goes to prove my point of poor communication in the business.

    Sincerely,

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

    Business Response

    Date: 06/13/2023

    We are disappointed to learn that our buyer remains dissatisfied.  However, KB denies the allegations that there was a lack of communication with the buyer.  Our sales team spoke to the buyer several times and discussed this transaction and the qualifications and terms required under KBs standard purchase agreement. 

    Unfortunately, we have been told by the current mortgage lender that the buyer was unable to qualify for a mortgage loan to purchase the home.   Some of the issues that the buyer complains about appear to be related to the handling of the loan by the outside lender (not affiliated with KB Home).

    However, as a sign of good-will, the division has agreed to terminate the purchase agreement and refund the buyers deposit.

    We wish them well on their future endeavors.  

  • Initial Complaint

    Date:05/16/2023

    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.
    I have provided KB warranty department with a list of items that need to be addressed. I have had to constantly stay on top of them throughout the year to get warranty items completed. I have now lived in my home over a year and despite meeting with the *************** in March; nothing has been scheduled or completed. Some items are cosmetic but some like water getting into my garage are more serious. I am only asking for what I was entitled to a quality home.I recently reached out to all warranty parties including the ** of Operations with NO response. I did track down the warranty person for the neighborhood last week on the street but again nothing has been done or confirmed.

    Business Response

    Date: 05/22/2023

    On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.

    We sincerely apologize for any inconvenience to our customer.  Unfortunately,certain circumstances beyond KBs control have caused some delays.  We have scheduled the repairs and sent this customer a list of the items that have been scheduled for repairs.   It is our intention to have the items at issue be completed as soon as possible.

    Customer Answer

    Date: 05/22/2023

     
    Complaint: 20067195

    I am rejecting this response because *********************** is not addressing all of the items nor fixing them so that they will not happen again.  A couple of examples are the concrete slab and concrete issues in front, water entering my garage and now front porch when there has been a lot of moisture or water table is high and the gate /post on my fence that keeps sinking....all of these issues I believe are related to the grading issues in the development.  My home has not been affected as much as others but there is an overall problem that needs to be addressed and I don't want to sign off on some of this because it's been a year until i am convinced the bigger issues have been resolved.  Concrete should last more than a year.

    Also, the attitude has not been professional.  Saying you are going to fix or replace something and then decide not to do that. This is the 4th new home that I have built and honestly the warranty items at first were addressed in a timely manner with some persistence on my part and then everything became much more difficult.  This is now becoming my worst experience!


    Sincerely,

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

    Business Response

    Date: 05/25/2023

    We stand by our previous response that warranted repairs have been scheduled and will be completed as soon as possible.  Thank you.

    Customer Answer

    Date: 05/26/2023

     
    Complaint: 20067195

    I am rejecting this response because while items have been scheduled.  I am not signing off on anything until the root cause has been identified and corrected for the water drainage issues.  Which affects my front porch...which this problem has recently surfaced, the front walkway and the garage.  These issues are all attributed to water drainage issues.  My neighbors are experiencing similar if not worse issues.  The other items on the list need to be fixed ,and by the way, the flooring guy never showed up today, but the water drainage is a major concern.  You should take this more seriously!

    Sincerely,

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

    Business Response

    Date: 05/26/2023

    We are continuing to work to resolve the warranty issues. A surveyor is scheduled to perform tests to evaluate that the lot is draining as designed.  We sincerely apologize about the floor sub not arriving we are rescheduling.  We thank you for your continued patience as we strive to resolve your issues as soon as possible.  Thank you.

    Customer Answer

    Date: 05/31/2023

     
    Complaint: 20067195

    I am waiting until my issues have been resolved before accepting and closing out this complaint.  I appreciate your bringing out a surveyor to evaluate the property.  I have also consulted with an engineer and there have been a couple of areas identified to help with the water drainage on my property.  Please let me know when the surveyor will be out so I can speak to them about the issues I am experiencing on my property.



    Sincerely,

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

    Business Response

    Date: 06/01/2023

    We are in the process of scheduling the geotechnical engineer, and will contact ************************ once we have a date and if convenient for her because we will need access to her garage.  Thank you.

    Customer Answer

    Date: 06/05/2023

     
    Complaint: 20067195

    Thank you for sending the engineer and he is writing up recommendations to fix the problem with both the garage and front area( front porch and walkway).  Once the recommendations are planned and construction is completed.  I will sign off and accept.  Thank you for all the help!

    Sincerely,

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

    Business Response

    Date: 06/21/2023

    We are diligently working with the homeowner to address the grading issues. An engineer has been out to inspect.  We will also schedule a land survey to inspect that the drainage and grade are correct.

    Customer Answer

    Date: 06/21/2023

     
    Complaint: 20067195

    Hi Nat 

    **** mentioned that a surveyor is coming out for the garage, I also need the gate in the back looked at ( it keeps sinking) and the front fixed as well.  I sent him a message back about this and am awaiting a response.  Thank you for keeping me informed as well.  I would like to get these issues resolved the correct way and as quickly as possible so that I can close this out. 

    Sincerely,

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

    Business Response

    Date: 06/23/2023

    We will address the gate issue after we get the surveyor's recommendation.  

    Customer Answer

    Date: 06/26/2023

     
    Complaint: 20067195

    I am rejecting this response because the surveyor came out and surveyed the wrong area.  He or she was supposed to come out in the morning from 8:30 - 11 am and I stayed home waiting.  He or she was supposed to survey the back and the front yard...not the side yard,  The side yard has already been surveyed and found to be okay.  My water is pooling in the garage which is the back of the house and under my front porch which is the front of the house.  

    I realize other neighbors are having collapsing side yards but I am not one of them nor did I or the engineer talk about the side yard.  

    The engineer that came out and agreed that the slope of my driveway is NOT correct and causing water to pool underneath and come up thru the expansion joint in the garage. He also said there was too much moisture under my front porch and that the drainage in this area too needs to be corrected too.  He never said anything about the side yard.  So why was this done?

    What are the next steps to getting my drainage issues corrected?  This is getting very frustrating!


    Sincerely,

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

    Business Response

    Date: 07/05/2023

    We have communicated to the homeowner that we are going to replace the driveway; but, at this time, we dont have a confirmed scheduled date.  Once we do have a date, we will let her know as soon as we do.  We sincerely apologize for the inconvenience, and thank her for her continued patience.

  • Initial Complaint

    Date:05/15/2023

    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.
    KB homes builds very low quality houses, and there is a lack of craftsmanship. We have had many issue that are still not resolved, some of which we have been telling KB Homes about before we closed on our house. KB Homes will tell you, "you are part of the KB family" and they will take care of all the issues under warranty. None of that being true, KB Homes is now ghosting us at this point, tried to reach out to regional VP and corporate customer service and have not even received a response. We are still having major issues with our floors shaking and rattling, not sure if it is structural so we may need to get a third party engineer to evaluate them. We told KB Homes about our closet door handles being at the wrong height since before we closed and they assured ** they would get fixed. The contractor they sent told ** they are the wrong height but it would leave holes in our doors if they moved them. Basically our options are have the k**** at the wrong height or holes in our doors since they didn't build it right fron the beginning. Now our front porch is starting to settle because they did not properly compact to 8+ feet of fill they had to put in. The last time the customer service representative was out he said that was "normal". The porch is now flowing back into our house so if not fixed will lead to other structural issues. The grading and drainage around the outside of the house was not done properly and led to many erosion issues. KB Homes said they would not fix the drainage issue so we had to get this addressed in a brand new house on our dime. These are just the major issues you can expect, and there will be plenty of damaged trim, doors, walls, paint issues, and other cosmetics issues you will have that they will not address.

    Business Response

    Date: 06/01/2023

    On behalf of KB Home, I appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.

    The Director of Operations has spoken to ********************** and agreed to the following:

    -   Hire an engineer to inspect the floors bounciness.  KB Home will agree to make any recommended repairs.
    -   Hire an engineer to inspect the front porch. KB Home will agree to make any recommended repairs.
    -   Replace all doors in the home where the hardware is not the same height.

    We kindly ask ********************** to notify the BBB that this matter has been amicably resolved. Thank you!

    Customer Answer

    Date: 06/06/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    The builder has hired an engineer to evaluate the issues, we are still waiting for all the work to be completed.


    Sincerely,

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

  • Initial Complaint

    Date:05/08/2023

    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 sign purchase agreement with KB in March of 2023 sometime and deposited $10,000. The completion and closing date is 7-19-2023. Due to personal circumstances, with my wife being out of the country and I have to sponsor her here, I could not move on with the purchase of the property. I had hope that my wife would be here sooner, but this is out of my control as the sponsoring paperwork was delayed another 4 months. This has put constraints on me financially and I had expressed that the KB representative and the realtor. At this point the house is not built, I have not even lock my rate or committed to anything else. The representative from KB sent me cancellation notice, which I signed, thinking it was just a consent for refund. It turns out, what I sign was for KB to keep the $10,000 for "damages" and assume I had "buyer remorse," which is entirely false and I had already explain that to them.

    Customer Answer

    Date: 05/08/2023

    My full address is:

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

    Business Response

    Date: 05/22/2023

    On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
    Given the circumstances of this customers situation, KB will send a cancellation and resolve this matter amicably between the parties.  Thank you.

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