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:10/13/2022

  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.

  This home builder provides a time-sensitive warranty on home purchases with them. I bought my home in August 2022. There was an issue noted on the inspection of a loose water sprinkler. The previous owner filed a warranty request to have it fixed, but it still was not addressed by move in.
  
  Upon me taking over the house, I also filed to have it fixed in. A technician promised to come on a specific date, never came, and never called to say why he didn't come. Since then, I have called and submitted forms to have my warranty issues addressed (the sprinkler head, my complimentary paint touch-up, and faulty outlets). Each time, I get promised that someone will contact me by EOB but no one contacts me. Customer service can not even see the status of the filings to give me an idea if anyone has even looked at the requests. I am not the only resident in this KB Home built community with this complaint and it is well noted in our Slack channel that they often NEVER come out by other residents. I refused to sit idly by and wait for my warranty to end up expiring so they can say that they do not have to address the concerns anymore.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  We have contacted ************. He is the second occupant of this home, and stated that the previous owner said they requested this warranty work to be completed, but KB has no record of that request by the previous occupant. As a matter of fact, last week, ****, a KB Home customer service representative, had already scheduled with ************ the at issue items for repair before us receiving this complaint from the BBB. This was confirmed by ************. In any event, all outstanding items are scheduled for completion on October 26, 2022. Thank you.

• Initial Complaint

  Date:10/10/2022

  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 purchased a new construction home the end of 2020, besides the fact everything took longer than usual because of COVID (we are patient understanding people no problem) their were no serious issues to complain about during the build.
  
  The issue lays on KB Homes going cheap on the grass/lawn & landscape (bahia grass is mostly known for low cost cheap grass as well as cow pasture) no watering system bringing the whole neighborhoods value down these are 400,000 homes easy with the upgrades. & everyone's yard looks brown & cheap because they didn't even offer Irrigation systems as upgrades knowing *********** They installed a drip system which does absolutely nothing but wet the flower beds.
  We also paid 400 extra dollars for a feature/plug for pool or hot tub for backyard. As I have spoke to other kb reps about this they've explained it is not 'their problem' But because their is 2 storm drains in my back yard that get backed up & flood my yard that no one mentioned that had to be on the plat map of the new construction neighborhood. One this is*** & their shouldn't be a huge man made slope in my back yard my children are not even safe in, due to the Sewage back up and snakes by drains. We have asked many times if their is something that could be done.
  
  Kb is widely known as one of the top leading new constructions on the market so we are just confused on how we ended up here with brown grass & no watering system & a lawn full of weeds from low cost grass. We've had to spend lots of time & money to manage the grass they gave us.
  
  ********************** homes & all of KB main competitors use St.Aug. Grass so we expected st.Aug grass in our brand new development of 99 homes.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 8, 2022/11/04) */
  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.
  
  We will continue to work with Ms. ******** until we can reach a mutually satisfactory resolution to the issues raised in her complaint.

• Initial Complaint

  Date:10/10/2022

  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.

  Hello,
  I did not have time to response my previous case because I was out of the state and had to attend my son military training graduation. My case is # ******* and it was not resolved.
  The main reason that I couldn't buy the KB home was I lost my job.
  KB home said that I transferred one lot to another lot so they had to do additional processing and paperwork. I transferred to another lot. It is correct. At that time, I really wanted to buy KB home and wanted to get a better lot and paid the deposit and upgraded options as other new home buyers.
  However, I couldn't able to continue because I lost my job right after. Loan was approved but due to no employment, the lender advised that the loan will be denied.
  
  Let's get straight to the point.
  My initial compliant to KB home was 6/27/22. KB home did not refund my deposit until now.
  Even though a customer lost their job during escrow, KB do not care.
  
  On the attached purchase agreement, it clearly states that "In the event of any cancellation, all funds previously deposited by Buyer shall be returned to Buyer".
  KB home manager threatened me over the phone to sign the cancellation. I never been agreed and verbally accepted. KB informed and forced me to receive the option deposit only.
  If you need to loan to buy a new home, please do not buy KB home. They will not return your deposits no matter what happens.
  
  KB home,
  If anyone lose their job about 4 months before closing the escrow, do they require to tell their mortgage lender and builder or should just keep a secret?
  
  My point is that I need my all deposits back. Do not cloud the issue. It just makes more difficult.
  KB home threatened and not return my deposit back so I filed a complaint to BBB again.
  
  My previous Case# was ******* (Ref*************************). Please help.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/10/19) */
  As we previously stated, the consumer had every right to challenge retention of her deposit per the terms of the alternative dispute resolution provisions in the purchase agreement, but she did not do so. Rather, the consumer chose to accept the partial refund and executed an agreement to this affect. As the consumer admitted, KB tried to work with this consumer on two separate transactions which were both cancelled, and made a good faith offer to refund a portion of the deposit even though it had become nonrefundable at the time of her final cancellation.
  While we understand and sympathize with**********'s frustration, we remain in our decision that we were fair to both sides.
  
  
  Consumer Response /* (3000, 7, 2022/11/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I tried my best to keep the home and wanted to buy best site when I have a job. KB agreed to change to better site and transferred me to another site.
  
  Here's the main point. The reason that I couldn't buy the KB home was I lost my job. I got disqualified from a loan. My loan was denied. And I informed KB home to receive my deposit back.
  
  On the purchase agreement, it clearly states that "In the event of any cancellation, ALL FUNDS previously deposited by Buyer shall be returned to Buyer".
  
  KB manager called "if you don't take this, you will not get any penny. Take this chance or you will lose everything." this is exactly what he told me on the phone that day. I do have a witness. My friend was right next to me. He threatened me and scared me. I was scared to lose all the money that's the reason I signed.
  
  Later on, I found out that was not a right way to do consumer. This is the reason that I filed a complaint to BBB. I never verbally accepted. I clearly said I do not agree. KB forced me to sign and cancel.
  
  Even though a customer LOST HIS/HER JOB DURING ESCROW, DO THEY STILL HAVE TO CONTINUE AND BUY THE HOUSE?
  
  MY LOAN WAS DENIED. Refund my deposit back.
  
  
  Business Response /* (4000, 9, 2022/11/21) */
  KB stands by our previous responses that the consumer had every right to challenge retention of her deposit per the terms of the alternative dispute resolution provisions in the purchase agreement, but she did not do so. Rather, the consumer chose to accept the partial refund and executed an agreement to this affect. As the consumer admitted, KB tried to work with this consumer on two separate transactions which were both cancelled, and KB made a good faith offer and refunded a portion of the deposit even though it had become nonrefundable at the time of her final cancellation.
  While we understand and sympathize with**********'s frustration, we remain in our decision that we were fair to both sides.

• Initial Complaint

  Date:10/05/2022

  Type:Customer Service 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 am an original KB home owner, back when they were colony homes. I decided to pull out my warranty binder to see what is still covered (yes, there are still lifetime warranties STILL in effect) and i am the ORIGINAL homeowner. whenever i call "KB" i'm met with rude associates who are unable to help me; borderline refusing due to when my home was built. which should have no bearings on a lifetime warranty. one of the issues being my roof shingles which has just that. when i called the company listed from my binder i was told that my home was NEVER registed by Colony/KB homes and the only way they can help me is to get the name of the shingle used at the very least. i call and of course i'm met with rude associates who are telling me that they have NO record of my home because they do not keep things after 10 years and in order to get the name of the shingles used i'd have to PAY a roofer to come out and tell me. i'm baffled. yet the President and CEO has over 40 years of of homebuying industry experience. why am i being counted out and can't get anyone to help me? they treat me as if i'm nonexistent. i know getting help with other lifetime warranty issues on my home will continue to be a nightmare!!
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/07) */
  While we understand and sympathize with **********'s frustration, KB Home cannot agree to make repairs that are outside of our warranty obligations.
  
  According to our records, this home closed on or about April 29, 2003, and KB Home's Limited 10-year warranty has expired.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

  improper install of air conditioner Product_Or_Service: air condition install

  Business Response

  Date: 02/23/2023

  On behalf of KB Home, I sincerely appreciate you bringing the aforementioned 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.
  After checking our records, the house closed escrow on August 18, ****, and the new home limited warranty on this house expired on August 17, 2007.  The home is over 25 years old and all applicable warranties have long since expiredit is also unlikely that the condenser is the original unit given the age of the home.  Therefore, we are unable to assist this customer with this matter. Thank you.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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 did an app on a home in ******, ** where I put down $2,000.00 ******* money on a home. The model home with all the upgrades were shown to as if it came with the home. I was told the final specifications for the home would go to the city once I completed selecting home material from the design studio. once I got to the home Studio I was very disappointed in the options that were available. I phone the sale agent, who told me to contact the lender, who told me to contact the sales agent and coordinator, I called the agent with answers or response, I emailed the coordinator ****. I only received a call back after I contacted the customer care team. **** called me back and was extremely rude to me after I explained that I was no longer interested in the home, which is a new build, and want my money back. she proceeded to argue that she thought the material was of good quality. I did not want to argue with her, I needed a resolution and my money back. The foundation wasn't poured, the city had not received the specs for the property, because I never signed off on the material because I wasn't happy with it. She told me paperwork was sent to the builder, so I can't get my money. This has made my home buying experience a nightmare.Product_Or_Service: ******* Money

  Business Response

  Date: 03/20/2023

  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.
  ********************** and ************ have amicably resolved this dispute.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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.

  On 4/25/2022, my wife (***************************) and I issued a check #**** for the amount of $35,000.00 to First ************************** as a deposit for the purchase of a new KB home **************************************. However, we cancelled our purchase, on 6/22/2022 and signed a document requesting the refund of our deposit. Following multiple contacts with the KB homes representative, Ms. ********* Shield to this date, the amount of our deposit neither posted in our bank account, nor was received in the mail. Our request for filing a complaint process to the KB corporation was totally ignored by Ms.******. Ms. ******** 9/17/2022 e-mail indicated that, "we should receive our refund check in the mail". To this date, we have not received the check. On 9/24/2022, my wife and I were able to find the address for the KB corporation on our own initiative and filed a formal complaint agains the KB corporation and their representative at the new development. We are yet to receive response from the KB Corporation. At this point due to the KB company's withholding our deposit of $35,000.00 for the past three months and failure to respond to our request, we would appreciate the any actions necessary to resolve this issue and require the KB Corporation for an immediate response to our request. Your efforts in assisting us in the matter are very much appreciated.We look forward to hearing from you as early as it is conveniently possible. With warm regards,

  Business Response

  Date: 10/10/2022

  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.
  This issue has been amicably resolved. Thank you.
  

  Customer Answer

  Date: 10/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My wife and I thought that a note o apology from ******************** (director of sales) and the expression of company regret is missing a plan of corrective action. We hope that ******************' s (sales representative) misleading, deceptive, and ignoring our request for the corporate complaint process which by law she was mandated to provide needs be taken mor seriously. Her work ethics for a staff member who repeatedly claimed that she is a well seasoned staff with KB corporation in our opinion, short of a legal issue is a liability for the company.

  Business Response

  Date: 03/10/2023

  Dear BBB,

  We believe this comment is a duplicate of what you sent to us back on October 31, 2022, in which we addressed back on 10/31/23 by personally calling the customer with a further explanation and apology.  Thank you.

  Customer Answer

  Date: 03/15/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/01/2022

  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.

  KB homes(************* Location) are the worst builders/Sales person ever of all time!!! They are very unprofessional and rude!!! I started my process with KB homes back in October 2021 got approved for 370k. They started building my so called dream house in January 2022. My closing date kept getting pushed back which wasn't a major issue. When I finally received a closing date, a couple of days before my closing I did a walk thru on this new construction home that's located in ************., I found minor damages that I didn't feel comfortable signing off saying the house was completed so I took it upon myself to purchase a 3rd party inspector to inspect the house. It was brought to my attention that it was a lot more discrepancies than I thought. I then notified everyone that was involved with purchasing this new construction home, I emailed everyone a copy of the report that I received from the home inspector. No one I mean no one reached out to me about fixing the discrepancies so I decided not to close due to this brand new house having so many discrepancies. I reached out to the ***** the sales person she was so rude and unprofessional about me getting my refund. I have put in almost 10k into this brand new construction home and found out that this unprofessional company doesn't want to give me my refund back due to their****** up!!! I paid a deposit, I paid to lock in my interest rate which I know I lost due to me not closing and I also paid for the appraisal.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/10/19) */
  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.
  
  Per the terms of KB's Purchase Agreement ("Agreement"), if the buyer terminates the Agreement, KB has the right to retain the deposits. Our records indicate that Ms. ********* elected to terminate Agreement in August 2022. Therefore, we cannot agree to a refund.
  
  We wish her well on her future endeavors.
  
  
  Consumer Response /* (3000, 10, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm not accepting the response from KB homes builder!!! The reason why I terminated my agreement is because the new build home had so many discrepancies!!! And still has those discrepancies. I will make it my duty to let the world know that KB homes is the worst builder ever! My voice will be heard since I can't get what I worked hard for which is my deposit.
  
  
  Business Response /* (4000, 14, 2022/12/19) */
  We are disappointed to learn that the buyer is unhappy with our response. However, our position has not changed. Per the terms of the purchase agreement, the buyer's deposit is not refundable.
  We wish them well on their future endeavors.

• Initial Complaint

  Date:09/30/2022

  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 built a home ******************* with KB homes as our builder. We paid $310,000 for a 2107 square foot, two-story home. We closed on May 25, 2021. Throughout the past 15 months we have had countless issues with our home - some of which were addressed by KB and others ignored. Most recently***** ************** our home has experienced extensive damage that KB does not want to claim is their fault. We reached out to KB regarding the damage and were told to file a claim with our homeowners insurance because we are out of our 1 year warranty. We believe this is because of a structural issue.
  
  I am attaching photos of what our windows looked like within one year of moving in that we attempted to claim on our warranty and it was never repaired. I am also attaching photos of the damage that has occurred.
  
  We want KB to take responsibility for their craftsmanship and repair the damage.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 8, 2022/10/26) */
  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.
  While we understand and sympathize with Ms. ******** frustration, KB cannot agree to make repairs that are outside of our warranty obligations. ************** caused widespread damage across the United States and is being referred to as a "500-year flood event".
  KB Home 10-Year Limited Warranty specifically excludes damages caused by Acts of God, including windstorm, hurricanes, and tropical storms. However, as a courtesy, KB Home has agreed to send out a restoration company to look at the home.

• Initial Complaint

  Date:09/30/2022

  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 put a $20K earnest money deposit on a new build in Mar-22 for a house that was meant to be ready in early 2023. One of the reasons we felt safe to do so was that were told many time, verbally, that KB is "flexible with cancellations" and the deposit will be refundable should any of our circumstances change. Well, my husband recently lost his job. Without going into too much detail, he was essentially pushed out for reasons that we are pursuing in an EEOC complaint and we were anticipating this back in June and we told our Sales Rep then. She told us that we could "hang on and cancel later" and we would still be able to get our deposit back so we did. When we told our KB sales rep that his job was formally eliminated last month and that we would need to cancel due to lack of funds, she said that since he technically wasn't laid off or fired, they would be keeping the $20K for "liquidity damages". We have asked to clarify what that even means and have had no response. We are looking to recover the deposit 1) because we were told that we would be able to, 2) because the house has not even started building yet, and 3) without my husband's income, we would not be approved for a loan at this time and we are obvioulsy in need of our savings back.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 8, 2022/10/19) */
  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 apologize for the delay, but this matter has been amicably resolved. We understand and appreciate that the customer will be withdrawing her complaint. Thank you.