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:03/03/2025

  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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I attached the email from **** **** at Khovnanian Homes. He guarantees they will give me a brand new concrete driveway and walkway no later than April 2025. He said he would also make the porch better than it is currently. 
  
  
  Regards,
  Complaint ID: 23014380
   
  
  
  
    for the driveway crumbling. He assured me it was not salt that damaged our driveway like the builder is trying to say! We want Khov to give us a new concrete/cement driveway and walkway ASAP. I have attempted to contact Mike Irons and Mr Khovnovian for several weeks now. Never a return call. Shame on them! Photos attached.

  Business Response

  Date: 03/08/2025

  Dear BBB,

                     Sorry for the delay in response as I am on vacation.

  This was declined by the K. Hovnanian, the Mediation/Arbitration company, and we did send engineer to review the driveway. 

  We are in discussions via many e-mails and with the concrete company (and so on) despite the decline.

  This home is well past 2 years.

  Thanks,

                 

  Business Response

  Date: 03/25/2025

  Hello BBB,

                     Thanks for the submission.

  Despite this being past warranty, we have agreed to replace the driveway as a curtesy. 

  Not sure why homeowner would still be upset.

  The plan is by end April 2025 weather permitting.

  This is a closed issue at that point.

  Thanks,

                 

• Initial Complaint

  Date:05/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  We’d appreciate it if Mr. ****** would explain which of the
  repairs are not covered and which have been declined and for what reason as we’ve
  never been informed of either. In fact, we have been waiting since September of
  2023 for specially colored caulk and grout to be received so that the bathroom
  repairs can be completed and for the framer’s report to be reviewed to
  determine the reason for the shaking floor. Furthermore, the last constructive
  communication that we received was in February when the customer service
  representative we were working with asked our availability so that the repairs
  could be scheduled. Unfortunately, after providing our availability the service
  representative stopped communicating with us. The last communication we received
  was an internet notice that our email was deleted without being read.As for the cracks, we’ve been informed that the cracks will
  only be repaired if they’re over a ¼ inch wide unless they leak. As we have
  informed the current as well as previous customer service representative
  (currently working with number five), some of the cracks do in fact leak and it’s
  rather tiresome mopping up water.We’ve opened numerous tickets regarding the repairs only to
  have them closed even when the
  work has not been completed. Because of this we queried the company and were informed that Mr. ****** had “assumed”
  the work had been completed because we had not responded to work completion
  surveys and had them closed. However, we did in fact respond to the surveys and have copies of the responses that were sent in.With the above said it would be greatly appreciated if Mr.
  ****** could provide further background and information regarding the status of
  the repairs.
  
  
  Regards,
  Complaint ID: 21669815
   
  
  
   
   enough to stop and review ours or have our repairs completed. Waiting.
  4). The flooring around our kitchen island makes snap, crackle and pop noises when walked across. Our current representative informed us that “Any additional flooring concerns like popping and cracking can be considered normal as the home continues to settle over time. It’s impossible to have a squeak free home”. Not sure how he can attribute the noise to settlement without having flooring tradesmen review the issue. Waiting
  
  Customer service seems to be a foreign concept to the customer service department here in Delaware. We feel they operate in bad faith as we’ve been told numerous times that work would be scheduled which has never happened. We’ve had service tickets deleted and listed as completed even when repairs were never attempted. We’ve even had our email responses regarding scheduling deleted without being read. Real professional. Can’t believe that this does anything for K. Hovnanian’s reputation.

  Business Response

  Date: 05/06/2024

  Hello BBB,

                      Thanks for the submission.

   This home closed on 4/8/21 over 3 years ago.

  Many items are not covered; thus we have no open requests.

  Please note that homeowner has been declined per warranty.

  Any new issues would need to be submitted to [email protected] as nothing is open for this homeowner.

  Sincerely,

   

  Business Response

  Date: 06/04/2024

  Dear BBB,

                  Thanks for the informing us about the reply.

  We have declined this, and I also personally declined items that are no-issue per warranty parameters, past warranty period, and considered homeowner maintained, and explained why. (homeowner even states the width of crack needs to exceed 1/4 inch to be considered for repair and that is during 1st year in his reply to this BBB complaint for an example).

  We also referred the homeowner to PWSC for mediation/arbitration since he disagrees.

  We stand firm on the declines, and we do know that the homeowner did not like nor accept the declines, but it is the correct answer per the warranty.

  He is welcome to call me any time to review again (if still does not understand the warranty) but we already reviewed many times and gave him written notification of the declines and referred to PWSC.

  I hope this helps,

  
  K. Hovnanian Delaware Division, Inc.
  1 
  

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. MY RESPONSES ARE IN CAPS.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  We are in contact with this homeowner and
  attempting to schedule our only drywall/painter items left as indicated below. The crack that the homeowner refers to is on the SR as being in the ceiling
  going to the crawl space was inspected by our SR. Homeowner Service Manager and
  determined to be nonstructural.  THIS CRACK NEEDS TO BE EVALUATED FOR STRUCTURAL ISSUES, ESPECIALLY SINCE THERE ARE OTHER SIMILAR ISSUES. Our Painter/drywall trade was scheduled to do 11 month and missed appointment
  and is being rescheduled. The caulking was not done as it was supposed to be done by painter will be
  rescheduled asap as per above. There is no record in this homeowners service indicating any issue with soft
  flooring or anything concerning flooring for that matter.  The only flooring reported by the homeowner was tile and it was serviced by ILG
  Flooring 1/21/2022.  No other flooring service has been requested. THE FLOOR HAS NEVER BEEN REPAIRED AND IT IS LUXURY VINYL, NOT TILE. I FIRST NOTIFIED THE BUILDER ABOUT PROBLEMS WITH THE FLOORING IN JULY 2022 AND MANY TIMES SINCE THEN. THE FLOORING NEEDS TO BE EVALUATED FOR FOUNDATION ISSUES, ESPECIALLY SINCE THERE ARE OTHER SIMILAR ISSUES. The homeowner has availability issues with scheduling attempts in the past and
  thus this is our last issue that has been submitted to Call Center to handle
  above (one trade).  I HAVE NEVER MISSED OR CANCELLED A SCHEDULED APPOINTMENT WITH BUILDER OR THEIR CONTRACTORS. We have done garage door weather stripping as a courtesy for her.  We do not accept 3rd party home inspection reports as company policy. Homeowner knows all items thought to be warrantable need to be submitted to our
  Call Center per Warranty.  The crack referred to by the homeowner in the dining room was repaired on
  7/1/2022 by Donovans Painting and Drywall. THIS CRACK HAS NEVER BEEN REPAIRED. THE CRACK NEEDS TO BE EVALUATED FOR STRUCTURAL ISSUES, ESPECIALLY SINCE THERE ARE OTHER SIMILAR ISSUES. Please note that homeowner will need to submit any new issues as we have only
  the drywall, caulking, and paint left open on our files. THESE ITEMS HAVE BEEN REQUESTED AND I WAS TOLD WOULD BE REPAIRED: 1) SPACKLE AND PAINT DECORATIVE PIECE ABOVE GARAGE, 2) PATCH AND PAINT OUTSIDE CRAWL SPACE BRICK, 3) REPAIR WALL NAIL POPS, 4) REMOVE PAINT AND CAULK FROM FLOORING.
  
  
  Regards,
  Complaint ID: 19586020
   
  
  
  
   owers was reported to K.Hovnanian in February 2021 and the builder told me I needed to wait for 1 year for the repair. It is now 15 months since the caulking problem started, which has gotten much worse, and I’m still waiting for the repair. During this time water has probably gotten behind the tile since in many places in the showers, there is no caulk. In addition, it has come to my attention that some home owners have recently requested service and their repairs were completed within 1 week of the request. This is unfair and unacceptable to those owners who have waited months for repairs.

  Business Response

  Date: 03/14/2023

  Tell us why Hello
  BBB,
                                     We are in contact with
  this homeowner and attempting to schedule our only drywall/painter items left
  as indicated below.
  
  The crack that the homeowner refers to is on the SR as being
  in the ceiling going to the crawl space was inspected by our SR. Homeowner Service
  Manager and determined to be nonstructural.
  Our Painter/drywall trade was scheduled to do 11 month and
  missed appointment and is being rescheduled.
  The caulking was not done as it was supposed to be done by painter
  will be rescheduled asap as per above.
  There is no record in this homeowners service indicating any
  issue with soft flooring or anything concerning flooring for that matter. 
  The only flooring reported by the homeowner was tile and it
  was serviced by ILG Flooring 1/21/2022.  No other flooring service has
  been requested.
  The homeowner has availability issues with scheduling
  attempts in the past and thus this is our last issue that has been submitted to
  Call Center to handle above (one trade).  
  We have done garage door weather stripping as a courtesy for
  her. 
  We do not accept 3rd party home inspection reports
  as company policy.
  Homeowner knows all items thought to be warrantable need to
  be submitted to our Call Center per Warranty.
  The crack referred to by the homeowner in the dining room was
  repaired on 7/1/2022 by Donovans Painting and Drywall.
  Please note that homeowner will need to submit any new
  issues as we have only the drywall, caulking, and paint left open on our files.
  
  Sincerely,
  
  Director, Homeowner Service
  K.
  Hovnanian Delaware Division, Inc.
  2499 South DuPont Blvd, Suite G
  Smyrna, DE 19977
  
  
  
  

  Business Response

  Date: 04/03/2023

  Dear
  BBB,
                     We have been in contact with
  homeowner – even today there was contact in reference to the home.
  We will
  handle ALL items that are covered by the Warranty per the Warranty.
  
  We do
  not accept 3rd party inspections as they state in them that this is
  the inspector’s opinion.
  We are going
  to bring any deficiencies to the ENGINEERED plan and they homeowner has been
  notified of this repeatedly.
  The
  plans to do that will be determined by the inspections by the framer and/or K.
  Hovnanian.
  If any
  engineered repairs are needed – they will be provided.
  
  We do not
  send an engineer to the site unless there is issue with the plans or inability
  to correct to them (and that is rare).
  
  Sincerely,
  
  K. Hovnanian Delaware Division, Inc.
   
  

• Initial Complaint

  Date:02/24/2023

  Type:Billing 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 purchased a brand new home from K. Hovnanian on 1/31/2022. I have submitted a service ticket to have my dishwasher installed level. Currently, when I open the door, the shelves slide out on their own. I was told by K. Hovnanian that their subcontractor refused to come out to level the dishwasher and I needed to contact the installer. K. Hovnanian refuses to resolve the issue. I have submitted a ticket 4 times now. Ticket #2 was marked as completed with no communication with me. Ticket #3 was deleted by K. Hovnanian again without communication. Ticket #4 they stated "This service is not warrantable after 1 year. This claim has been denied multiple times in the past. " K. Hovnanian service warranty manager, Robert Bailor, claims it is the house buyers responsibility to hold K. Hovnanian's subcontractors accountable for installation issues.

  Business Response

  Date: 02/26/2023

  Hello BBB,

                                          
     Homeowner closed 1/31/22.

  This is a manufacturer claim where the appliance is shipped,
  installed, and warranted by GE.
  GE declined him more than once. We tried to advocate but they will not go
  out for this and it is considered homeowner maintenance to adjust appliance
  leveling after 30 days.
  
  Thanks,
                
  
  
  K. Hovnanian Delaware Division, Inc.
   

• Initial Complaint

  Date:11/06/2022

  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.

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 18312570

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 11/09/2022

  Dear BBB,
                     
  Thanks for the submission.
  This Homeowner has been notified
  multiple times that the fees charged at closing were in compliance with the executed purchase agreement. 
  This homeowners settlement was delayed due to the  homeowner’
  lender. The delay fees we charged this homeowner were clearly outlined in the
  executed contract .
  
  
  Sincerely,
  
  K. Hovnanian Delaware Division, Inc.
  
  

• Initial Complaint

  Date:11/06/2022

  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.

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 18364983

  
   
  

  
  
  

   

  
  

   

  all the Beam with 6 pieces. All agree but I do question the Top Plate (downward pressure) but later confirm with the beam manufacturer (EEWP) that K Hov Construction is correct. No need on my part for a Second Opinion or other Professional Support.
  October 7. A Text stating the existing Beam is Adequate. I write, I did not purchase Adequate but K Hovnanian "Quality - Second to None".
  October 14 - Per K Hov, Beam and 6 pieces of support will be installed on the following Monday. This did not happen as the Contractor only, and not correctly, attached two 2 x 4's to the existing.
  October 24. A meeting - I write to install the Beam and 6 pieces. K Hov writes an Order to do as I requested.
  October 25. An email is sent, writing to Pick Up the Wood. Later, I am told an Executive Decision was made to do the Adequate.
  My request is to REVERSE THIS DECISION - Install the Beam as I and 5 K Hov Managers have Agreed. DOING SO ENDS THIS COMPLAINT - One step closer to my K Hov "Customer Satisfaction".

  Business Response

  Date: 11/07/2022

  Hello BBB,
                      
  We are in contact with homeowner on his issues and have offered to fix to plan
  any issues he has that are not to plan.
  However, he desires items that are not on the plans.
   The homeowner has also required/demanded an engineer be on site during
  the repairs and we do not do that as we repair to already prepared engineered
  plans (as opposed to having an engineer on site).
  
  The homeowner has threatened legal action if we do not
  comply with his unreasonable demands and this has been already brought to the
  attention of our Legal Department.
  
  To this point, the homeowner has failed to cooperate with us
  and rejected our efforts to comply with his contractual home warranty by
  correcting the deficiencies in accordance with the engineered plans.
  
  We hope to have dates supplied by the homeowner to allow us
  to move forward on these repairs.
  
  Sincerely,
  
  
  K. Hovnanian Delaware Division, Inc.