Complaints

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

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  Richmond American Homes

  4350 S Monaco St Denver, CO 80237-3400

  
• 

  Richmond American Homes

  4061 Powder Mill Road, Suite 500 Suite #700 Calverton, MD 20705

• 

  Richmond American Homes

  310 29th St NE Ste 200 Puyallup, WA 98372

  
• 

  Richmond American

  17310 Redhill Ave Irvine, CA 92614

• 

  Richmond American

  5171 California Avenue, Suite 120 Irvine, CA 92617

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2025

  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 are asking for the return of the $25,000 "Deposit" less a $500 processing fee as stipulated in the Purchase Agreement 'Effective Date' April *******. On May ****** ***** ***** with HomeAmerican was notified of a job loss with one of the buyers, and May ****** she notified Richmond that financing was declined. The Purchase Agreement is terminated due to the Buyer's inability to secure financing, a condition explicitly stated in Paragraphs 3 and 6. According to Paragraph 6.4 of the Purchase Agreement, this termination necessitates a full refund of the Deposit to the Buyer. We have requested a correction to the Termination Agreement to reflect this refund, consistent with the Purchase Agreement terms and as confirmed by Richmond's agent, ***** ******, on May 6, 2025. This request has been met by a response from Richmond agents ***** ****** and ******* ***** advising that the Deposit is not refundable due to alleged terms in the Purchase Agreement Addendum indicating EMD is hard upon signing. EMD is not defined in the Purchase Agreement or the Addendum. There is no clear indication that "EMD" is synonymous with the "Deposit". The Purchase Agreement clearly states in the financing condition that if financing is not secured, the "Deposit" would be refunded to buyer. Richmond's agents intentionally concealed and unilaterally altered material terms of the Purchase Agreement using vague, undefined terms and acronyms though an Addendum which had a primary purpose of correcting the spelling of one of the buyers names.

  

  Business Response

  Date: 05/19/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted **** directly on 5/9/25 and 5/12/25. Our area Sales Manager, ***** ****** and Director of Sales, **** ***** both reached out to them by email.
  
  The sales associate disclosed to **** ******** that the ******* money deposit was nonrefundable for any reason prior to writing a contract to purchase the property. **** ******** continued to move forward with the purchase knowing that information.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** *****
  Director of Sales
  Richmond American Homes

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23335667
  
  I am rejecting this response because: There remains a material issue regarding the refundability of the Deposit as defined in the original purchase agreement. The original purchase agreement effective 4/28/25 which is the legally binding document clearly states that in the event financing is not secured, the buyer is entitled to a full refund of the Deposit less a $500 processing fee. In this case, financing was not obtained due to job loss on 5/1/25, and a formal loan rejection was issued on 5/5/25, triggering the refund clause. An addendum to the agreement sent 4/27/25 that ***** ****** stated would be for a name change due to clerical error of buyer's name in original purchase agreement also introduced the statement "EMD is hard upon signing". However, the term "EMD" is never defined in the addendum, nor is it used or referenced in the original purchase agreement. There is no clear indication that "EMD" is synonymous with the Deposit. As such, relying on an undefined and ambiguous term to withhold the Deposit is improper and legally untenable. Also, ***** ****** stated on 5/6/25 that the "Deposit" would be refunded less $500 processing fee by check. Again on 5/7/25 ***** ****** stated she was sending the cancellation agreement, and the check would be mailed. Prior to signing the agreement, it was noticed that $0 would be refunded to the buyer triggering multiple communications from buyers to Richmond. There has not been a satisfactory resolution to date. We have escalated our complaints to the Richmond and MDC Holdings executive teams, and we will move forward with filing complaints to **** and the Attorney General due to these unfair, abusive, and deceptive business practices. 

  Sincerely,

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

  

  Business Response

  Date: 06/06/2025

  Dear Accredited Business Resolutions Specialist:
  
  Per the signed addendum, and text messages they had with the sales associate prior to contract, the *** (******* money deposit) is non-refundable.
  
  Also,per the signed purchase agreement, no employee of Richmond American Homes can orally agree to changing terms of the agreement or the addendums.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** *****
  Director of Sales
  Richmond American Homes

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23335667
  
  I am rejecting this response because: The signed agreement had a financing condition that the "deposit" would be returned if financing was not obtained. In this case, financing was not obtained, and the "deposit" is to be refunded. The addendum's purpose was to correct the spelling of one of the buyer's names as stated by ***** ******. Richmond Homes deceptively added in the statement "EMD is hard upon signing" into the same addendum without defining what EMD was in either the original purchase agreement or the addendum. Failure to return the "deposit" as stated in the original purchase agreement is not only a direct violation of the terms, but the Richmond agents have also now admitted to a scheme of surreptitiously attempting to add terms to a Purchase Agreement using undefined acronyms, vague and ambiguous language. This was a bait and switch operation, and Richmond used unfair, abusive, and deceptive business practices to our family and other prospective home buyers in ******** and across the nation. We have requested response from ****** ***** - VP of Operations, **** ******* - Division President, ***** **** - Senior *********** Counsel/In-House Counsel, **** ******** - Chief Operating Officer and we have been blatantly ignored. We have filed complaints with **** and the Colorado Attorney General and our claims are being reviewed. 
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 06/17/2025

  Hello -

  In section 3 -Payment of the Purchase Agreement it states in 3.1 Total Purchase Price that the buyer has deposited with Seller $25,000 as "Deposit" upon the execution of the Agreement by the buyer. Under this same section there is a check **** that this Agreement is subject to the Financing Condition of the Agreement. In section 6. Financing Condition in the Purchase Agreement, there is a section labeled 6.4 Failure to Obtain Loan Commitment; Extensions. In this section it states "If Buyer, after full cooperation, does not provide a written Loan Commitment by the Loan Commitment Date, as such Loan Commitment Date may have been extended in writing by Seller, Seller may terminate this Agreement, and the Deposit, and the Personalization Deposit shall be refunded to Buyer, except that portion attributable to Personalization selections already ordered by Seller, and both parties shall be relieved of further obligations under this Agreement." These sections clearly show the $25,000 is called a "Deposit" and due to the failure to obtain a loan commitment, the "Deposit" is to be refunded to Buyer. 

  

  Business Response

  Date: 07/02/2025

  Dear Accredited Business Resolutions Specialist:
  
  Regarding the section 3 referenced by the buyer, the signed addendum clearly states, If this Addendum conflicts with, varies from or modifies the Purchase Agreement,the terms, conditions, and provisions of this Addendum shall govern and control the rights and obligations of Buyer and Seller. The verbiage in the addendum removes the refund eligibility referenced in the financing contingency section.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** *****
  Director of Sales
  Richmond American Homes

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23335667
  
  I am rejecting this response because:

  This response is unacceptable, as have been the repeated responses from Mr. **** ***** and the sales team. We are formally requesting that this matter be escalated beyond Mr. ***** and the sales team and reviewed by Richmond American Homes legal department, as it pertains to a substantive contractual issue involving ambiguity and undefined terms within the purchase agreement and addendum.

  The original purchase agreement clearly refers to the funds we as the buyers deposited as a "Deposit" and includes a clear financing contingency stating that if a loan commitment is not secured, the Deposit will be refunded to the buyer. That is exactly the situation we encountered. We were unable to obtain financing and have complied fully with the notification process.

  Mr. ***** continues to reference an addendum, which was originally presented and created solely for the purpose of correcting the buyer's name. However, within that addendum, the phrase EMD is hard upon signing was quietly inserted. This terminology EMD is never used, defined, or correlated to the term Deposit anywhere in the original agreement or in the addendum itself. The inclusion of such a significant clause in a document meant to address a clerical correction is both misleading and procedurally improper.

  As a matter of basic contract law, new terms introduced in addenda must be clearly defined, especially if they are meant to override or modify existing terms. In this case, the term EMD appears for the first time in the addendum and is not explained or tied back to the previously defined "Deposit." This lack of definition introduces legal ambiguity.

  Furthermore, there is no indication in the addendum that the phrase EMD is hard upon signing is intended to override the financing contingency in the original agreement. The introduction of this clause, within an unrelated administrative amendment, without any context, explanation, or acknowledgment of its impact on previously agreed-upon terms is deceptive, misleading, and legally flawed.

  We believe we are being unfairly penalized due to poorly drafted and ambiguous contractual language. We respectfully request BBB escalate this past the sales team and insist that Richmond American Homes honor the clear language of the original agreement and refund our deposit in accordance with the stated financing condition.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We do not get heat on the first floor and on the second floor only the master bedroom has heat. Also when using the water valve on the side if the house. You can hear it turn off and on through out the entire house. Their is a hole in the master bedroom shower tile. The roof on the front East corner is bulking up and needs repair. In the master bedroom bathroom when you turn on the water using the second sink. It makes a noise like leaking water and this is an issue in the toilet room, also. If there is no heat may not be able to air condition the entire house. Who can help address and resolve these issues. Warranty not being honored.

  

  Business Response

  Date: 05/16/2025

  Dear Accredited Business Resolutions Specialist:
  
  On 5-14-2025, ***** Montana reached out to Ms. ***** via email.  Richmond has not received a response back.  The home is in year first year, we recommend that Ms. ***** submit a warranty performance request in writing to *** at **************************************************. 
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *** ****
  Director of ********** Denver Division
  Richmond American Homes

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Exposed wiring in garage accepted on one year walk/warranty, communication over two years and now refusing to correct the issue. Home bought brand new build. Have worked with local *********, have elevated issue to corporate who only prompted local folks to respond. Sent another complaint to corporate as exposed wiring is a shock, damage and fire hazard.

  Customer Answer

  Date: 05/13/2025

  Full Address:  ***************************************

  

  Business Response

  Date: 05/22/2025

  To Whom It May Concern:
  
  We have recently been in contact with our homeowner, ********* *******, and have gone over the concerns noted and have scheduled all warrantable items as outlined in the agreed upon RWC warranty program. 
  
  The issue of the surface mount garage door low voltage cable, has been denied.  This is a common and industry accepted installation. They may reference their Limited Warranty book for details. To obtain a copy of your warranty book please visit ***********************.
  
  We apologize for any frustration our customer may have experienced and will continue to work towards addressing any future requests.
  
  Please let us know if you have any questions.
  
  Sincerely,
  Richmond American Homes

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new build home in ******, **, closing date mid-April. During the final walk through, the floors unevenness was noticed near front door. I was assured by the sales manager that floors were within industry standard. After closing on the home and receiving the keys l went ahead and purchased a 6 ft level and began inspecting. ******, the *** manufacture requires that subfloors be within a 1/8 deviation within 6 feet and 3/16 within 9 feet in all directions. 1/4 deviations were found (at 36in) in multiple areas through the home.A warranty claim was opened, when warranty ***resentative showed up to the home and found no issues.I reached out to the manufacture's tech support, and they advised that floor needed to keep tolerances set by them the manufacture. I had a certified inspector (FCITS) come and inspect floor; ***ort shows that current installation is out of allowable deviation tolerance. I was only concerned with one area. Multiple were found after inspection.I have reached back out to the Builder, their response (warranty **** was that floor was installed at manufactures recommendation at initial install and that with the home settling LVP deviation outside of threshold is unavoidable and OK because it is still within the framing tolerance (floor framing tolerance is 1/4). They advised that they will not deviate from building practices or consider anyones opinions from floor inspectors or floor installers. If what warranty *** is saying is true, is there a time frame LVP subfloors must hold deviations? I feel like they are saying @ 8am when subfloor was checked, floors were fine, 5pm the same day after LVP install, it is now out of deviation but were going off by what we saw at 8am.The only p***ping that was done to subfloors was that they burned the subfloor at the seams to create the flattest working area (building practices). Not 100 percent sure if this ok, or code compliant. Ive read that burning subfloors can weaken them structurally.

  

  Business Response

  Date: 05/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted ****** ******** directly on April 29th.Our area ********* Supervisor, ***** *******, reached out to him by email. The flooring is currently within the warranty standards. Attached is the Warranty verbiage for flooring.
  
  ***** ******* explained this to Mr. ******** as outlined in the agreed upon *** warranty program. The homeowner should contact the *** at the email address we provided to them with, as they are in the best position to assist them with this situation.
  
  We apologize for any frustration our customer may have experienced, and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ******* ******
  Director ********, **********
  Richmond American Homes

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23311667
  
  I am rejecting this response because:
  

  I have been given three different reasons by three different Richmond American *************** of there not being any issue with flooring. The latest, that this floor is within that warranty guidelines. If it is, not sure why warranty book would have anything related to resilient flooring. At this time, I'm going off of the Manufacture recommended deviation tolerances and also the ***** inspector recommended by Mohawk, the manufacture of the floor in question. I would also like to point out that this concern is towards the flooring and not to any of the employees we have communicated with, everyone has been nice and above all very professional.

  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 05/19/2025

  Floors are not within the manufactures recommended deviation thresholds please see report for more details. Certified floor inspector recommended by floor manufacturer noted this in report.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a new house from Richmond homes and the warranty process has been terrible. After multiple times of them fixing issues they have taken months to get most of the items completed. Our brand new irrigation system wasn't installed correctly and it is hammering. I was told by Richmond that it would be fixed and even had it scheduled. They never came and the lady I was working with no longer works there. Her boss is saying that it is not covered under warranty. I would understand if it was doing this after the warranty period, but it has done this since we moved in. After multiple times in trying to get them rescheduled to do this, they are now completely ignoring me. The employee I have been working with is ***** Montana. I am now having to fix this myself because the piping will eventually break and flood my basement if it doesn't get fixed.

  

  Business Response

  Date: 05/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  The home closed on 1-10-2024. The home is in year two. 
  
  On 3-24-2025, ***** Montana explained to Mr. ***** that the lawn sprinkler system is excluded from coverage of the express *** limited warranty and Richmond cannot resolve this request on his behalf. Warranty performance requests must be made in writing to *** at ************************************ No one at Richmond can amend or extend warranty coverage.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *** ****
  Director of ********** Denver Division
  Richmond American Homes

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23309670
  
  I am rejecting this response because: this was brought up in the one year window. It has just taken this long because they aren't fixing the problem. This was brought up to ****** with Richmond and was scheduled to be taken care of within the year time window of the warranty. It was scheduled in October, but was not taken care of. You can see the house was bought in January, so there was no way of knowing the brand new system they installed was not working because it was the middle of winter. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/22/2025

  Dear Accredited Business Resolutions Specialist:
  
  The home closed on 1-10-2024, the home is in year two. In October of 2024, Richmond dispatched the plumber to inspect Mr. ****** concern. The plumbers determination is below:
  
  Sent: Friday, October 18, 2024 10:32 AM
  Subject: Re: ******************************************
  
  The pressure was turned up all the way at the prv by whoever landscaped the backyard I turned down the pressure she was still hearing it on 1 zone which is the zone valve closing quickly 
  The plumbing isnt a problem.
  
  The lawn sprinkler system is excluded by the express *** limited warranty, also, Richmond did not perform backyard landscaping in the production of the home. The home care specialist at the time made a mistake indicating the landscaper would be dispatched.  The express *** limited warranty does not cover work by others.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *** ****
  Director of ********** Denver Division
  Richmond American Homes

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23309670
  
  I am rejecting this response because: this issue was happening before the landscaping in the backyard ever started. No one ever came into my home and touched the pressure except Richmond employees. They are now making something up that never happened. This issue was still happening after the plumber lowered the pressure, so the issue was never fixed. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved in our home in December of 2024 and my drive way is cracking up terribly. I reached out to the company and they told me its not covered under warranty. I just want this issue fixed. I do t think this drive way should be cracking up like this after a year.

  

  Business Response

  Date: 05/12/2025

  Dear Accredited Business Resolutions Specialist:
  
  Ms.****** closed on her home on 12/22/2023. She previously reported her driveway concerns to us, and we inspected the driveway. She has been provided with the following information.
  
  As outlined in the agreed upon *** warranty program, the driveway is not warrantable.

  Ms.****** was provided with a Welcome Home binder at closing. Here are excerpts from that binder.
  
  Under Regular Homeowner Maintenance Checklist: Important.

  In an effort to assist Ms. ****** we also provided this information obtained from the concrete industry with additional information.

  In closing, according to the *** warranty the driveway is not warrantable. Documentation was provided to Ms. ******* at closing, directing her to seal the concrete driveway which would have prevented this issue (if the correct product was applied properly). Per our inspection the driveway was not sealed. For these reasons we respectfully deny Ms. ******* request to repair her driveway.
  
  Please let us know if you have any additional questions.
  
  Sincerely,
  **** *******
  Sr.Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had water intrusion in my home. This happened in March 2025. I had requested for a warranty but was told that my home is out of warranty. However, my home is less than 10 years old. The roof is still under warranty, even my home insurance mentioned it. I was passed off to another warranty servicer by Richmond American but has not heard any thing back. Attached are the emails confirming the requests.

  Customer Answer

  Date: 05/15/2025

  No. The complaint made back in 2024 was already addressed by the builder and was resolved. This is for a new roof leak on a different location.

  

  Business Response

  Date: 05/19/2025

  To Whom It May Concern:
  
  We recently contacted the homeowner to go over the concerns noted and scheduled all warrantable items as outlined in the agreed-upon *** warranty program. 
  
  The issue of a water intrusion at the ceiling of the patio cover has been denied,as it is past the coverage period. The homeowner is responsible for taking the actions necessary to prevent or minimize further or future damage to their home, which would be excluded from coverage.
  
  They may reference their Limited Warranty book for details. To obtain a copy of your warranty book please visit ***********************.
  
  We apologize for any frustration the customer may have experienced and will continue to work towards addressing any future requests.
  
  Please let us know if you have any questions.
  
  Sincerely,
  Richmond American Homes

  Customer Answer

  Date: 05/29/2025

  Thank you for your assistance with this matter. I would like to request from the home builder the original home warranty. I have been talking to my neighbors and they are also under the impression that roof leaks are under warranty for 10 years.
  
  The home builder cited in their RWC warranty program which was not disclosed to me during the home purchase or anytime after the fact.
  
  Complaint #********
  
  Sincerely,
  ***** ********

  

  Business Response

  Date: 06/04/2025

  To Whom It May Concern:
  
  The homeowner closed escrow on their home on 9/29/2017. We have attached a sample copy of the *** document provided to the homeowner, although it is the responsibility of the homeowners to maintain their copy. We do not have access to the version that was provided at their contract signing. We do, however,have a copy of the current documentation, and the coverage has not changed.
  
  The issue of a water intrusion at the ceiling of the patio cover has been denied,as it is past the coverage period. This decision is final, and our stance remains.  Mr. ******** has been denied several times by Richmond American Homes as well as the ***. The homeowner is responsible for taking the actions necessary to prevent or minimize further or future damage to their home, which would be excluded from coverage. They may reference their Limited Warranty book for details.  To obtain a copy of your warranty book please visit ***********************.
  
  We apologize for any frustration our customer may have experienced and will continue to work towards addressing any future requests.
  
  Please let us know if you have any questions.
  
  Sincerely,
  Richmond American Homes
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family moved into our Richmond American home in August 2020. They promised to complete standard post-settlement repairs after the first year. In 2021, they came once, did minimal work, and promised to return to complete the job including fixing water damage from a leaking faucet they installed.I followed up many times from ********. I was told repeatedly that they were backed up but would still finish the work, regardless of warranty status. I gave them time in 2024 as a courtesy trusting their ******* April 2025, a new person responded saying my warranty expired and no repairs were owed. That is false. I have written proof showing otherwise.Richmond American Homes broke their word and lead us to believe that they were still going to do the work. They were behind on other homes is what the long wait was for. We had no Idea they were just stalling & telling us different things because they were not coming back. The warranty work they still need to do was not even partially done.

  

  Business Response

  Date: 05/07/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted Mr. ******** and set up a time to walk the home on 5-2-2025 to look at some past warranty items that were still in question or were not completed by Mr. ******** during their warranty period.
  
  At that time, my area home care supervisor was shown a list of items of cosmetic nature such as some drywall cracking, minor flooring grout touchup and caulking a backsplash and a countertop. Although much time has passed, and a service request was not submitted to our office, there were text messages between *********** and my field representative, so we agree to address these specific items for Mr. ******** as he is a valued customer and is appreciated by **********************.
  
  We apologize for any frustration our customer may have experienced, and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ****** ****
  Director,Home Care
  Richmond American Homes

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Mar 25, 2025, I submitted a warranty request to Richmond American since large 3" chunks of concrete were coming off of my driveway. Since I had purchased this house on July 28, 2024, I believe Richmond should stand by their 1 year warranty and fix this issue. This damage is not happening to any other driveway in the area so I believe this was a defect during the manufacturing process. A good business would stand by their product, but Richmond American has refused to fix the issue even though the residential warranty book states that 1/4" or large concrete cracks will be repaired. I have submitted supporting documents in support of this complaint showing the driveway damage, and request that Richmond repair the driveway.

  

  Business Response

  Date: 04/28/2025

  Dear Accredited Business Resolutions Specialist:
  
  We contacted the homeowner on 4/22/25 to let her know that per the ******************************* exclusions SEC 1 R. driveways do not have coverage and will not be addressed.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ******* ******
  Director ********** **********
  Richmond American Homes

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23255979
  
  I am rejecting this response because: Section Ir states that "Improvements not part of the Home itself" are not covered.  However, I believe a driveway should be considered part of the home.  Any homeowner would consider a driveway a part of their home, especially when a homebuilder was the one who built it.  It has been less than a year since I purchased this house and from my perspective I believe that it is unacceptable that Richmond American would not stand by their product due to poor workmanship. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved in and garage was close to flush and garage door closed properly. Over the last 4years I have reached out to get Richmond American in the **************** to look into what is happening. I have to readjust my garage door closed to not jam when closing. I have to take the garage opening and make it smaller has the floor is heaving in the garage.

  

  Business Response

  Date: 04/28/2025

  Dear Accredited Business Resolutions Specialist:
  
  The effective date of the express *** limited warranty is 12-31-2020, the home is in year five. Loss or damage to the garage concrete floor is excluded from the express *** limited warranty and Richmond cannot resolve this request on the homeowners behalf.
  
  We apologize for any frustration our customer may have experienced.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *** ****
  Director of ********** Denver Division
  Richmond American Homes