ComplaintsforK. Hovnanian Homes/Northern California

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment and frustration with the recent experience I had with KH Homes sales team regarding the property located at ************************************************************** provide a brief overview, I had been in communication with KH Homes sales team who confirmed that my offer of $470,000 for the aforementioned property was accepted. I was reassured that the contract was being prepared for my signature. Trusting in this information, I proceeded to take necessary steps, such as having my credit report run by multiple lenders, to ensure that everything was in order for the purchase.However, after two days of waiting and numerous follow-**** I was shocked and appalled to learn that K Hovnanian Homes had accepted another offer for the property. This sudden change, after leading me to believe that my offer had been accepted and the contract was in the process of being finalized, raises serious concerns about the ethical conduct of your sales team.As a loyal customer and a prospective K ********************** homeowner, I find it deeply troubling that I was kept in the dark and led to believe that my offer was secure, only to be informed later that the property had been sold to someone else. This not only constitutes a breach of trust but also calls into question the integrity of the sales practices employed by K Hovnanian Homes.I am left wondering whether my trust was exploited to leverage a counteroffer from another party. Such actions are unacceptable and reflect poorly on the reputation of KH company.I urge you to thoroughly investigate this matter, provide a detailed explanation for the sudden change in decision which seriously disturb me mentally and end up causing multiple unnecessary credit runs on my history. As a concerned customer, I expect transparency, accountability, and a resolution that reflects the values of a reputable and trustworthy company like K Hovnanian Homes.I can provide all evidences up on request.

  Business response

  12/22/2023

  ****************** is a current homeowner of ours who have purchased one a home from our River *****************. ****************** showed interest in one of our remaining homes at River Terrace as he currently has a home at this community. We have our final three homes listed with an outside broker who is representing K.Hovnanian Homes. He approached our broker and presented a below market offer in the hopes to purchase as an investment. We were not agreeable on the offer and advised him that if he was truly interested, he needed to come up on his offer. The home remained on the market,and we continued to list the home and show it to interested parties. During this time ****************** was still interested in and came up slightly in his offer and our broker engaged in the conversation. During the time we had another prospect who was interested in purchasing the home and offered full price, was prequalified, and ready to close in 13 days. We proceeded to go into contract with the new buyer. ****************** felt as if we agreed upon an offer however no funds or agreement was signed. He believed that in good faith we should have honored his offer. He proceeded to complain to our broker and our previous Sales Consultant who assisted him in his previous transaction. He later reached out to *************************, the ** of Sales via linkin with the same complaint below. I, ******* contacted him, listened to his concerns, and shared that we did not have an agreement and no money was exchanged. I did share that we had one home available and if he was interested, I would be happy to assist.He then proceeded with a below market offer. I explained that we were not interested in selling the home at that price and if he wanted to proceed, he needed to increase his offer. He went on to say that he was going to go above me and complain to the BBB. He has since voiced his concerns and opinions on ************ and has made negative comments on our Sales Consultants ************ posts. He has shared that he will speak negatively about us as a builder on various platforms. He has still been engaged with our broker and has continued to negotiate.  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint regarding new development in *********************. Over the past three years have. There has been improper dust mitigation that has cause damage to the paint of our house, the ** and additional items in our backyard. Additionally, more recently a crew damaged our fence causing several wood panels to be knocked off and pushing a play structure 3-4 feet from its original location. Complaints have been brought to the *****************************, AQC, and K Hovnanian. Ive been told multiple times by K Hovnanian they complaints are being looked into but no resolution has been provided.

  Business response

  11/08/2023

  Please see attached for our response.

   

  Thank you,

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

  Customer response

  11/28/2023

  I am rejecting this response because:

  I was able to review the response from K. Hovnanian and was quite surprised with several statements made that were flat out lies, or over exaggerated truths.
  
  In the first paragraph **************** states, "we are diligently -- and have diligently worked -- to resolve his complaints". I being the affected party, would completely disagree. My first complaint was to the ***************************** Code Enforcement and Building and ******************* in July of 2021. During this time, the initial grading of the land behind us we being worked on and there was little to no **** management being implemented. Not only was our house, vehicles, personal belongings, patio, and entire street covered with multiple layers of ****, but also all of our outside furniture/padding was stained and had to be thrown away. I washed my house, patio, and other belongings to only find them covered with **** the next day. This continued for approximately one to two weeks. Furthermore, the **** is a fine **** which clogged our AC Condenser causing it to work even harder during the summer. Additionally, we lost several days of outdoor activities with our daughter so that she and us would not be inhaling all the ****. Due to there being no onsite center to contact the builders directly I was unable to speak with K Hovnanian directly. 
  
  The ***************************** advised me that they had contacted the Developer and that they would be contacting me to wash my house and offer any additional assistance. I never received any contact from K Hovnanian either by phone, email or, contact at my front door.
  
  In July of 2022, construction began again with additional grading and excavation of roads and service lines. Again, there was poor **** mitigation and our house was again pummeled with dirt and **** for the second year in a row. I was able to locate an office at the development and spoke with a *****, who nonchalantly, offered me two free car washes and the encouragement that he would get them to stop. However, **** continued to be spread over our neighborhood, our house, property, personal items, and vehicles. I contacted Air Quality Control for Sacramento County and through the pictures and videos I took cited the company several days later. Once the complaint was issued from AQC, I was contacted by ***** and provided a contact of ***** who actually kept me informed on the project and possible solutions for the **** that covered our property. During our conversations, ***** informed me that K Hovnanian would pressure wash our house when the excavation was completed.
  
  During this time, we learned our **** system was having issues and needed to be serviced. In ******************** response he stated, "Hovnanian responded by pressure washing his home, inspecting his **** system, paying to have his car washed numerous times, and taking measures to reduce or eliminate ****." Several statements he made are not true or exaggerations of the truth. 
  
  First, K Hovnanian did not initially pressure wash our house once the grading and excavation was completed, but instead waited April 19th of 2023 to wash our house. This is completely unacceptable to make someone wait nine months to rectify a complaint. 
  
  Second, K Hovnanian did not inspect our **** system, rather we had to hire ******* Heating and Air Conditioning to conduct an inspection/service of our ****. This money came out of our pocket, and K Hovnanian never had any of their technicians or **** contractors inspect our system. During the service, the technician advised we would need a new ****, and during the service he washed out our condenser which was full of **** **** and ******************* water ran out. Due to our **** being an older unit the technician advised he could not state that the **** needed to be replaced due to the ****, but stated the unit was unable to run efficiently and ultimately shaved time off of its service life. I contacted ***** with the information and he advised he would speak with management to try and find a solution. I was later contacted in October and was advised that ******** would pay me a sum of $250 for the inspection fee.  I believe if the life expectancy of an **** is 15 years and it died at 13 years it would be acceptable to have asked for the two years of life that we did not receive on the unit, which would approximately equal $2500. We decided not to push the issues asking for more money, in good faith that in the future K Hovnanian would assist us our ongoing complaint of damage/staining to our residence. Additionally, we did sign an agreement to not seek any additional money for the ****. At this time, I was told by ***** that they would be hiring a company to power wash my house and it would be done once excavation was completed. Over the next six months, I spoke with ***** several times, usually me having to contact him, and was initially told the cleaning would be done in November or December. It would take until April for the cleaning of the house to be performed, and at completion the technician advised me that he could not remove all the **** due to it staining the pain on the house and all the white trim
  
  Third, Merium-Webster Dictionary defines numerous as follows - numerous - Consisting of great numbers of units or individuals. We received in total four car washes for our vehicles in three years. We never used the car washes, because it felt like a slap in the face. We had multiple weeks and months where our vehicles were covered in **** either due to poor **** management and lack of **** control once the excavation stopped. Since our backyard faces into the wind, the newly uncovered baren earth was easily blown into our yard and over our house onto our vehicles. I find it not only comical, but insulting that **************** would use the term numerous since the average of car washes over three years is 1.33.
  
  Fourth, **************** said they were taking measures to eliminate or reduce ****. If that were the case, then I would not have had to contact Air Quality Control multiple times in July and November of 2023. During the excavation (July) of the residence foundations 15 feet behind our house we were again being covered in ****. I again contacted ***** and was put in touch with ***************************. After Air Quality Control contacted on site management as well as the contractor, new regulations were put in place to diminish the ****. In November over several weeks, we again were pummeled with ****, but this time not from the earth, but from the cutting of roofing tiles. I initially did not contact ***************************, due to a complaint made in September that had not been answered or resolved, but instead contacted Air Quality Control again. After multiple days of videoing and photographing the ****, Air Quality Control contacted the development and contractors about the complaint. I was informed the contractor would be cited for the violation. The tile **** was so thick at times, that my dogs would not go outside and if they did, they would immediately sneeze and go back in. I was outside photographing and videoing the violation, and had irritation and coughing due to the ****. Finally, an observation I made during the roofing process was that most if not all the contractors were wearing N95 styled masks while cutting the tile. A ****** search of OSHA requirements when working with tile products and the **** advised it is harmful and there are specific requirements to manage **** inhalation (see link ***************************************). Not only were we exposed to the **** for two weeks but our patio, child's play structure, entire backyard and even front yard was covered with the tile/silica ****. Now any time we blow off the patio, backyard, or front yard we will be re-exposed to the **** until it finally settles or is washed away.
  
  Finally, **************** stated, "We are also aware of ************** most recent complaint regarding the damaged wood fence and the movement of the playground equipment. Hovnanian has already addressed the playground, equipment, and has moved it back to its original position. Hovnanian also offered to fix the fence, but ********** rejected this offer. However, Hovnanian remains ready, willing, and able to fix the fence, and again offers to fix the fence at a mutually convenient time." On August 26, 2023, my child, wife and I were preparing to go and enjoy our backyard. We could hear the sound of heavy equipment being operated on the other side of the fence, and noticed once again **** being blown over our fence. We decided to go out anyways, and while my wife and child went into the backyard heard several loud bangs and crashes. At first, we believed it was just the equipment, then my wife noticed at least four fence boards that had been knocked off the bottom crossbeam of the fence. The space was enough for my child or dog to get and face or body part through where the now exposed screws could cut or injure them. At this point we inspected the entire fence and located a 1x2 inch wooden stake had been broken off from the development, pushed through our fence breaking a fence board, and pushing our child's small play house three to four feet from the fence where it originally was. Luckily, my child, my wife, nor any of my pets were in the play house or near the fence otherwise they could have been seriously injured from the piece of would or jarring of the play house. 
  
  My wife photographed the damages, and contacted ******, that very same day. We did not receive any contact from ******, and I had to call him several days later, and informed him of the damage and potential for injury. ****** and a new representative **** agreed to meet and observed the damage to the fence and the staining to the house. Both saw the damage and agreed that it was unacceptable and dangerous, and took multiple photos of the damage and residence. They advised they would forward the complaint up to corporate and would keep me informed of any solutions. **** and ****** did offer to reattach the boards, but I am able to do that since I own a drill. They did not ever move the play house back, my wife moved it back on her own. Furthermore, the contractor crew removed 1x2 board that was speared through our fence as if to remove it before **** or ****** could observe the item.
  
  I received several contacts from **** asking if the **** issues had improved, and if there were any additional complaints regarding noise or early starting of the work crews. I provided answers to his questions, and asked if he heard anything from corporate. He advised he had not, but assured me as soon as he was contacted, he would let me know. Weeks went by with no contact, I had to contact **** and ****** to try and get an answer. Most of the time, I would have to leave a voicemail or text, and would receive little to no response. In October, I was able to contact ****, he advised me he still did not have any response to our complaint and provided the contact information for a ***************** and advised he may be able to provide additional details. 
  
  I eventually was able to contact and speak with **** (approximately October 18th) but he did not offer any solutions. I checked back in on October 26th 2023, and received a response on October 27th, 2023 and he did not have any answers and requested additional information on dates of damage and photos. I provided the information that he requested. During our conversation, he asked if I had received any complimentary car washes and stated, "***** has maintained a constant lines of communication between us and the Fox family. We have also provided aid and financial support on many different occasions. We are trying our best to accommodate your needs. We appreciate your time and will provide additional updates when we have them, best regards." I argued that four car washes does not equal three years of issues, and the communication has been poor. Only several times did I receive regular communication and approximately 90% of the time I had to reach out multiple times to receive a response. The conversation ended with **** sending some canned language about compliance with the *****************************, Air Quality Control, and that they appreciated our constant support in the matter. I did not respond, and decided to wait and see if I would receive a response soon. I contacted **** via Text on November 10th, 2023 asking for additional information on our complaint and advising him of the **** complaint to Air Quality Control. I received the following text, "Please reach out to *************************** - I am no longer your point of contact at this moment Best regards,".
  
  I did attempt to contact both ****** and **** but was unable to reach either. I was finally able to contact ****** four days later to inform him about the complaints and send video of the **** from the tile. I was again informed there was no resolution to my complaint and several hours later was contacted by ****, who appeared to be calling me on his own. He asked a question regarding my complaint, and I informed him about **** not being a point of contact. At this time, **** responded and advised he was on the line. He informed me they did not have any answers were advised not to speak since it was in their legal department. Approximately one week later, I was informed that K Hovnanian would not be assisting in repairing the damage to our house, but would come out and reattach the screws to our fence.
  
  In Conclusion,
  
  I fully-heartedly disagree with ******************** responses to our complaints, and do not accept their resolutions at this time. I would request **************** and K Hovnanian to look at the totality of the circumstances from three years of **** damage, time lost outside, the damage to the fence, potential health hazards, not to mention lack of communication and mediation, to come up with a better resolution to all of our complaints. We are resonable people, who are being taken advantage of by a large corporation.
  
  I have attached as many photos as possible, but due to the numerous photos and videos we have taken I cannot attach all of them. If you would like additional photos, please reach out to me and I will get them to you.
  
  Thank you,
  
  ***********************;

  
  

  Business response

  12/07/2023

  Please see attached.

  Customer response

  12/20/2023

  I am rejecting this response because: I will wait for their response since they are gathering supplemental information. I will accept waiting to hear back from them. That is all I accept.
  

  Customer response

  01/12/2024

  I am rejecting this response because: I again disagree. I responded to the BBB and they responded with they needed to gather more information. Since that communication they have to answered. This is totally unacceptable. 

  Business response

  01/17/2024

  Good afternoon,

   We submitted our response to the BBB 12/19 for the record via email after receiving a case closure letter.  On 12/20 we received a confirmation of receival email along with a new case closure letter also dated 12/20. I have attached the response submitted as well as the closure letter received for your review.

   

  Thank you,
  Evy
  
  

  Customer response

  01/17/2024

  I am rejecting this response because:

  To ****************,

  after reading your response I do not believe you have done enough to try and rectify the issue. Over the past two years I have tried to work with ** Hovnanian speaking with multiple members trying to find a reasonable resolution. I find that your statements of being a prudent contractor and developer quite the contrary to what myself and others in the neighborhood have experienced. If anyone has been unreasonable it has been you and your company.

  Not once have I had you or one of your subordinates reach out to me to speak about the damages and try to come to some type of mediation. Instead I have been told they will do nothing or given unreasonable responses. What I wish to extract from you is a reasonable payment or repairs to our property. During my initial conversations with *****, I told him to come up with something reasonable regarding the staining to our house even if it was 50% of the cost (you supply the labor I will buy the paint or vice versa). Instead, I was not contacted for months and eventually just told no.

  I have made multiple complaints to Air Quality Control with several citations, but as you and I both know the only way they are typically issued is if the inspector can observe the violation. Due to reporting delays, and inspector traveling out most of the time they will not observe the violation. Instead they will speak with the contractors and the company which they did on multiple occasions. Further more, if you were a prudent and professional developer your site managers would be more inclined to observe the violations prior to them being reported and handle it on site. Instead after multiple visits by AQC the contractors still violated regulations. 

  None of my complaints have been unwarranted and have only regarded damage caused by the improper dust mitigation caused by your contractors. If you would like, I would be more than happy to speak to you over the phone or in person to discuss my complaints to find a middle ground. Unfortunately, I have been able to contact anyone at the ***************** and instead get a phone tree with no response. This does not sound like a prudent or professional company.

  Lastly, I believe all you are trying to do is stall these complaints as long as you can to hopefully complete the project so you do not have to address the actual issues.

  
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The builder is doing whatever they can to not honor my warranty. My flooring is ruined from water with no leak. They didnt pull up floors to see what was actually wrong. I went to my homeowners insurance and a plumber came out and said its from ground water. They told ne to get a report instead of doing there own and fixing my flooring like they should

  Business response

  10/18/2023

  Good morning,

  Please see attached for our response to this complaint.

   

  Thank you,
  Evy

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extreme difficulty with repairs, dozens of inspections for the same issue without repair, continued inappropriate behavior from ********** Services Dzhemma, and shotty repairs done leaving my home in worse condition than before. The entire upstairs squeaked with each step due to unfinished work prior to laying the carpet. Upon inspection the repair was scheduled. The inspector told me we needed to move the furniture. ******* said let's try going around it first and if that doesn't work we will address it after. I specifically asked about the carpet seams. She said it would not be a problem.Carpet seams are awful! The vendor told me the only option would be to replace and we should have moved the furniture. ******* then said there was nothing we could do to fix it. I have been lied to by Khovnanian representatives. Part of the flooring issue contained the bathroom that also squeaked. After repair there was damage to the base of the tub and shower. I was told it would be repaired. It has been six months and still no repair. At this point ******* stated there were more dents then she knew about so I'm simply out of luck. In addition to this, I have had nine inspections on the downstairs flooring with no repair. The vendor technician, **** told me he did not understand what **** was doing. He knew what needed to be done and for some unknown reason, they are avoiding doing repairs. I would simply like my home complete. It was not when I moved in and **** promised to get it done. **** has over promised, under delivered and left me devastated over my new home. I'm hoping there is a resolution to this and it's unfortunate to have to go through BBB rather than be treated right.

  Business response

  09/12/2023

  Hello BBB,

                     This complaint is a California address, and this is the ******** division, and we have no access to this address.  

  This most likely needs to go to California BBB or a more local BBB to have proper response. 

  Thanks,

   *************************
  K. Hovnanian ******** ********* ****
  O: ************ M: ************ 

  Business response

  09/29/2023

  Please see attached response for ******** 20585949.

   

  Thank you,

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

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This house is new construction in a retirement community. I closed on the house March 21, 2023. We moved in on May 1, 2023.From the onset, the barn door to my office would jump its track. After several months of back and forth, the builder determined that the builder oversized the opening in my home office. They offered to fix it. However the builder would not agree to ensure that no dust will go through the house.The situation is untenable. I requested that the builder either provides assurance of liability for dust outside the work area or refund me the cost of the door. The builder refused. Further, the representative became disrespectful and attempted to intimidate me. We are older residents. This behavior and disrespect are unacceptable. I seek refund and apology and commitment to treat the residents in this community with respect.

  Business response

  09/29/2023

  Please see attached response for **** 20642924

  Thank you,

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

  Customer response

  10/02/2023

  I am rejecting this response because: The claims made in the letter are inaccurate. Mr. ************************ is simply a liar. My request continues that dust generated should stay in the work zone. This is commonly achieved by maintaining negative air pressure in the construction area and cleaning at the end of each day. Such simple steps are industry standard. If Hovnanian will not take responsibility for this issue, I fully intend to file a claim with small claims court.

  Thank you.

  
  

  Business response

  10/04/2023

  Please see attached for our response.

   

  Thank you.

  Customer response

  10/07/2023

  The latest Hovnanian response is a step in the right direction. However, Hovnanian continues to ignore the facts in this dispute and continues to refuse to take responsibility for this issue.

  Specifically, I am rejecting the Hovnanian response because Hovnanian continues to ignore the issue and  continues to place the blame on the homeowner:

  1. I never rejected the offer to repair the wall and door. My request was for Hovnanian, in writing, to take responsibility and full liability for any damage from dust in the house. The alternative would be for Hovnanian to offer me cash settlement and I would take responsibility for the repair.

  2. No matter what the resolution described in item 1 above, Hovnanian employee, ************************ owes me a written apology for his irresponsible attempt to intimidate me. Further, Hovnanian is to retain a homeowner advocate who is authorized to resolve similar disputes with homeowners amicably and respectfully.

  Unless Hovnanian adequately and respectfully address my concerns, I fully intend to pursue legal action in small claims court.

  Thank you.

  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home from K. Hovnanian in May, 2012. During the first year inspection a structural issue had been reported.I was told that during the subsequent visit by K. Hovnanian specialist, it will be addressed.Its been almost 10 years and so far no one from K. Hovnanian has visited my home.I have made several phone calls and numerours emails in last two months, but no show so far. In fact, I was told that my 10 years is coming up and hence K. Hovnanian will do nothing. One of the, representative was too rude and not willing to listen to my case.We are expecting , K Hovnanian to honor the 10-year structural warranty.

  Business response

  06/06/2023

  Good afternoon,.

  Please refer to the attached for our response.

  
  Thank you,
  Evy

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/13 I discovered a buzzing coming from my breaker panel. When I looked into that buzzing, I found that there was a breaker installed incorrectly. The breaker had been modified to fit the panel. Not only was it modified, but that physical-sized breaker would not have fit that bus. Since there were two of that style breaker, I checked the other one and it was also modified to fit. I contacted K Hov and they will not provide me with a point of contact for their electrical subcontractor. Both breakers were not installed correctly/safely and came out with no effort. The only thing holding them in was the front panel covering the wires.K Hov will not release the information needed to contact their subcontractor nor should they be able to warranty fire hazards and code violations. They need to work with me to get this issue resolved. I had to replace the breakers to resolve the fire hazard.

  Business response

  05/30/2023

  Please see attached for our response.

  
  Thank you,
  ***************************

  Customer response

  05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is partially satisfactory to me. Some practices need to be changed.

  What is still a concern to me is the length I had to go to in order to find the contractor you used. You provided me the name of the company (which in this area, there are many) but refused to provide me with a point of contact. I had to call another construction site to help get the correct company out here. Just the office number of the correct contractor would have been enough.
  

  Also saying that it isn't covered under warranty because I removed the breaker and you can no longer verify its condition when it is not just a code violation, but also a safety concern is ridiculous. If my house caught fire, this conversation would be drastically different . 

  Since at the time these breakers were installed, breakers where hard to come by, you would want to audit the rest of the panels installed at the same time to make sure it wasn't repeated somewhere else. 

  
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new build from K. Hovnanian in ********, ** and moved in in January 2022. It came with a 1 year warranty. In August, my husband found a leak behind our refrigerator, and it was not caused by the appliance. We made a repair request, and someone came out. It was discovered that a drain pipe was installed improperly, and broke (most likely when the drywall was installed). This leak cause significant damage, including the discovery of mold in our kitchen as well as our pantry. The walls were cut out, flooring removed, and our kitchen was taped off and covered in plastic and mold remediation began. From August 15th until September 8th, our kitchen was taped off and covered in plastic until someone came to repair the walls. The flooring took much longer to get repaired. That was not completed until November 1st. The wall trim was done the next day, and we were able to move our stove back and use it again. We have been told that we cannot be compensated for the loss of use of our kitchen from August to November. We have been told it was an inconvenience, and we still had a stove (thats gas and couldnt be connected because of the walls and floor), microwave (that was sealed off with the kitchen initially), and refrigerator (that had to be relocated to the living room).To be told it was inconvenient is insulting, and when I asked for the warranty clause in writing, I was sent a picture of a highlighted line that stated they dont compensate for lost wages or travel. Neither of which we are requesting.I am not able to upload all the pictures to show the timeline, but I have those as well as the text messages from both of the reps who were assigned with dates and times. We do not believe we are being unreasonable, especially since we did nothing wrong.

  Business response

  01/12/2023

  Good afternoon,

   

  Please see attached for our response to this complaint.

  
  Thank you,

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

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  File **************************************************************************** I was in a contract to purchase a Brand New home with the Builder, KHovnanian in a Subdivision in ********, ** (*************************). My Loan was not approved and per the contract, if the Home Loan is not approved, I am entitled to a FULL REFUND of my ******* Money Deposit (EMD). I deposited $3,000 EMD on Wed June 29. All through this time, they have asked me their Preferred ****** asked to work on my Credit so I can increase my **** scores for a Pre-Approval. I did everything humanly possible to get the **** Scores where they needed to be. I was even asked to add my daughter to the Loan -- I did that too. AFTER everything, I was told by the ******************** on Nov 1, 2022 that HE COULDN'T APPROVE my loan. Please, my Credit Reports have been pulled so many times because of what they called a "Rescore".Per the contract, I am to get a FULL REFUND OF THE $3,000 if the Loan WAS NOT APPROVED. Today is Fri November 11, and I have not received my REFUND. I have left messages with their Sales Reps in ********, **. no one has returned my calls. I called on Thurs 11/10 and briefly spoke to a Sales **** ************ said she was going to call me right back---The entire day went by, she never called me....I have left messages with their Corporate in *******, ** as early as Fri 11/11 and on Fri 11/11, I left a message with the ** of Sales, ************************* in *********, **.....I have not heard from anyone in this Company This is such POOR CUSTOMER SERVICE.....and it is affecting my Health. I have severe GERD!!!!!!!!I WANT A FULL REFUND OF MY $3,000 EMD NO LATER THAN FRI NOV 18, 2022. The Loan application WAS NOT APPROVED and I need my MONEY ASAP. The ************* (First American Title) has my Bank Account information to WIRE the Funds to The Contract SHOULD BE CANCELLED effective Nov 1, 2022 when their Mortage ********************* me and the Sales Team he couldn't approve it Thank you ********

  Customer response

  12/08/2022

  I am rejecting this response because:

   

  Please see all email correspondence between me and the Sales Rep

   

  From: ******************************** <************************>
  Sent: Saturday, November 19, 2022 9:44 AM
  To: ******************************* <**********************>
  Subject: RE: CANCEL CONTRACT --- ************************* Lot: **** -********************************
  
  Received, will process ASAP.
  
  
  *******************************
  K. Hovnanian Homes Northern California, Inc.
  O: ************

   

  
  
  
  This was forwarded to corporate. Your refund is being processed.  Corporate is trying to speed up the process for you, possibly next week sometime.  I will update you. My days off are Thursday and Friday, I apologize for not getting back to you sooner.
  
  Will update you the first of next week.
  
  *******************************
  K. Hovnanian Homes Northern California, Inc.
  O: ************
  
  From: ******************************* <**********************>
  Sent: Thursday, November 10, 2022 7:52:22 AM
  To: ******************************** <************************>
  Subject: [EXT] STATUS: Request to Cancel Contract & REFUND__Lot 37__Refund ***
  
  This message originated from outside your organization. Please check before clicking links, opening attachments or replying.
  
  
  Hi *****,
  
  Please provide me with a status of this Contract Cancellation and Refund of my $3,000
  
  I need those funds to clean up my Credit which has been a big obstacle in me getting a Loan Approval
  
  Who do I need to talk about this "Refund"
  
  Thank you
  
  ********
  
  From: ******************************* <**********************>
  Sent: Monday, November 7, 2022 10:25 AM
  To: ******************************** <************************>
  Cc: *************************** <'*******************************'<**********************>; ************************* <
  Subject: Request to Cancel Contract__Lot 37__Refund ***
  
  Hi *****,
  
  Due to a No Loan Approval for Lot 37 by Bluprint Mortgage, I'd like to cancel the contract effective immediately and have my ******* Money Deposit of $3,000 refunded immediately by First American Title
  
  Please kindly have First American Title wire the *** to my Bank below:
  Pacific Service Credit Union
  Routing Number 12118174
  Account Number ***********
  
  
  
  I have done everything humanly possible to get a Loan Approval but unsuccessful.  This whole process has been stressful for me and I don't want to get sick
  
  
  
  I need time to work on my FICO Scores starting today 
  
  Thank you for understanding
  
  ********

  The Purchase IS NOT GOING through. Per the attached email from the Sales **** **** is processing my REFUND.  I received a call from the Sales Rep at Live Oak on Monday Nov 28 that they're still working on processing my REFUND as it was forwarded to Corporate Office.  The Home is being shown to other Buyers as of the last conversation with the Sales Rep on Nov 28

  **** Team has cancelled ALL appointments related to the Close of Escrow for this home because the Purchase IS NOT HAPPENING

   

  Please REFUND the $3,000 ******* Money. The Builder has already kept my $950 I had wired for some minimal Options

   

  Thank you

  ********

  
  

  Business response

  12/21/2022

  IN RE: COMPLAINT # ********: *******************************
  

  Dear ****************:
  

  I am litigation counsel for K. Hovnanian Homes (Hovnanian), and this letter is in response
  to a complaint notice received dated 11/11/2022, which I understand was resubmitted in some form. I
  previously informed you that we had spoken to ****************** and resolved her concerns, and that she
  was willing to go forward with her home purchase from Hovnanian.
  ****************** has once again changed her mind. She has decided that she did not want to go
  through with the purchase of the home that Hovnanian has spent hundreds of thousands of dollars
  building for her to her unique choices and specifications, despite numerous and significant concessions
  that Hovnanian was willing to make. While ****************** has the choice to do that, the agreement that
  she signed with Hovnanian makes clear that she will lose her ******* money deposit if she so chooses.
  This is only fair as Hovnanian will lose multiples of the ******* money deposit due to Ms. ******************************** short, both Hovnanian and ****************** took risks if ****************** chose not to complete the
  purchase of the home she contracted for. She took the risk that she could lose her deposit in accordance
  with the signed agreement and California law, and Hovnanian took the risk that it would ultimately
  have to sell the home at a lower price to someone else due to changed conditions and others not
  wanting to pay for Ms. ******** selections. Unfortunately, it looks like both of those risks borne out.
  

  ? Page 2 December 15, 2022
  In any event, the Complaint here should be closed. ****************** made a choice not to complete
  the purchase of her home and there is no viable claim to the return of her ******* money deposit in these
  circumstances.
  

  Sincerely,
  

  ***************
  Group Litigation Counsel

  Customer response

  12/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  KHovnanian Sales Rep ********************************* agreed to transfer the ******* Money to another KHovnanian home if I decide to buy again within 365 days

   

  The Contract was cancelled based on the stipulation that the $3,000 will be transferred to another **** Community. Is Legal Counsel aware of this agreement? Until there is written agreement sent to me stating just that, this issue SHOULD NOT BE CLOSED.

   

  KHov MUST send me a written confirmation that the $3,000 can or will be applied towards either to another Lot in this Aspire at **** Community or another as was verbally stated by the Sales RepI intend to buy from **** soonest once I have fixed the issues preventing me from buying that home

   

  Thank you

  ********

  
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lot #8 - Open Work orders submitted on 11/29/21 are not being addressed in a reasonable time frame. I've been very patiently sending communications, but there has been no communication or activity. My ******************** neighbors have indicated the same issues with a lack of response or repair of open items. My concern at this point is **** has no intention of repairing these construction defects and is waiting for the 12-months to expire, forcing arbitration.The two-car garage door purchased with the home has not been installed. Instead an inferior (Non-title 24 compliant) temporary was installed for closing and has not been replaced. First request for information regarding replacement was August of 2021, with follow-*** to *********************** and *********************** on 12/2, 12/17, 12/27, 12/29, and 2/22. It's now been 8 months without any update to the status or expected delivery. Open WO's ASSET/TASK/DESCRIPTION Shelving (Cabinets): Damaged 1.) There is a 2-inch long crack in one of the face frame boards. This is the wall cabinet closest to the dining area. ASSET/TASK/DESCRIPTION Wood (Countertop): Wrong Color 2.) The color matched quarter round on the island is not nailed in properly. It is loose everywhere the cabinets meet the floor.ASSET/TASK/DESCRIPTION Wood (Countertop): Wrong Color 3.) There is a small piece of color matched trim missing from the island, under the countertop.ASSET/TASK/DESCRIPTION Doors (Cabinets): Needs adjustment 4.) One of the wall cabinets over the stove was installed wrong. The holes for the shelf clips are not level across the cabinet. Each shelf is slanted from left to right and our glasses/plates slide.ASSET/TASK/DESCRIPTION Exterior Door: Needs adjustment Sliding door needs adjustment. Door not closing flush and lock disengages.ASSET/TASK/DESCRIPTION Screen Door/enclosure: Other:Screen door was never installed at move in

  Business response

  03/31/2022

  Good Afternoon, 

  I want to apologize for the delay in completing the repairs in your home. We have faced staffing and material shortages that have impacted our response times. I want to assure you that we will be completing the warrantable repairs that were reported prior to the warranty expiration even if those repairs are made after your warranty expires. We are truly sorry for any inconvenience the delay may have caused. Our ************************ Manager will be reaching out today to begin scheduling the items mentioned above.

   

  Thank you!

*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. ↩