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:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Improper grading of the land is causing standing water, mud, dying grass and infestation of mosquitoes.

• Initial Complaint

  Date:02/06/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in ********************** Phase 5, Lot 116 located in ******. During the home purchase, I was provided only with few options and one of the option is to pay a premium for the lot. This cost me CAD$35,000.When I did a PDI, I was surprised to see the hydro transformer box that is in front of the house. I am not concerned if this is street light but I do not expect it to be hydro transformer box. I would not complain if I was informed beforehand so that I would not choose the lot however, I was not informed and was even asked to pay a premium on the lot. Paying a premium of CAD$35000 is really a lot of money for me but since it will be mortgaged, I still opted for it with the expectation that the lot will be free from potential issues like EMF.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 our home from Mattamy Homes (Mattamy Orlando LLC and/or Mattamy ***********) in April 2022. The style is **************** Fall of 2024 we noticed black goo/staining/mold oozing from all the joins on our roof ******* December we emailed Mattamy to notify them and ask for their remedy. They claim it is a cosmetic cleaning issue. We have asked them (or the sib contractor) to visit with us to see it is not cosmetic - it is an installation issue (probably the incorrect glue or ****** was used).Furthermore, we have said if they can show us it is just cosmetic and can be (easily) cleaned, we will do it. We have tried ourselves.Mattamy Homes (specifically ******* ****** and ***** *******) have refused to visit or consider this matter further.I attach the email thread and relevant pictures.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dear Better Business Bureau, I am filing a formal complaint against Mattamy Homes, developer of the Island Village Community in ***********, *******, for unprofessional and negligent actions that have caused me significant financial and personal hardship. Despite escalating concerns to senior leadership, including the ** of Sales and Marketing (********* **********) and North America CEO (***** ****), no resolution has been reached. ******* ******, Head of Warranty, stated that she alone would respond, regardless of whom I contact.--Complaint Details--Mattamy Homes requires homeowners to sign agreements prohibiting negative reviews, stifling honest feedback and inflating their reputation. My experience highlights their lack of accountability and poor practices.My garage apartment was improperly insulated during construction. Following a warranty claim filed by my landlord, Mattamys subcontractor performed insulation work on Sep 11, 2024, but contaminated my living space with fiberglass, rendering it hazardous and uninhabitable.I was displaced for weeks due to the contamination. While Mattamy initially assured reimbursement for all costs with receipts, they offered only $300, deeming personal property items as non-necessities. My documented losses exceed $3,000, which I cannot afford.Despite me offering to compromise at loss to me, Mattamy is holding firm at $1,420.04, ignoring valid expenses, and is requiring that I sign a non-disclosure agreement. Remediation was mishandled. Contaminated materials were left in my unit, forcing me to hire additional cleaners at my own expense.I believe this experience reflects systemic issues in how Mattamy Homes handles warranty claims and customer relations. See Desired resolution. I hope others can be protected from similar treatment.

• Initial Complaint

  Date:11/22/2024

  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.

  I bought a new home from Mattamy **** in April 2023 and was promised footprints and damage to my sidewalk and pavers would be repaired, and flooding on the right side of my house would be repaired (grass will not grow). It's almost two years of constant complaints to Mattamy's upper management about the issue. ***** ***** (Director) came to look at the problems and agreed to fix the sidewalk (they changed their mind and did not repair it)but told me he would not resolve the flooding issue because others had the same issue, and Mattamy would have to fix them all. I bought a 500K home, and there are many problems they would not resolve, but these two are crucial to the property's value. This is a retirement community, and I feel taken advantage of by Mattamy Homes. I have dated pictures and emails documenting the process of trying to get these repairs completed.

  Customer Answer

  Date: 01/07/2025

  Has there been any response. I am retired and disabled, is there a legal organization then will help me?

  Business Response

  Date: 01/18/2025

  Thank you for your continued communication and for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify our position.
  We want to assure you that we have been responsive and communicative throughout this process and have made every effort to address the issues you've raised.
  Regarding the sidewalk, we want to confirm that the replacement will be completed as soon as the final coat of asphalt is applied to the street. This is a standard procedure and has been communicated to you in previous discussions.
  As for the flooding and the issue with the grass not growing on the right side of your property, we would like to note that the installation of a fence by the homeowner altered the grade, which contributed to the issue. In response, we have replaced the dead sod caused by these changes. While we understand this is not the full resolution you were hoping for, we have taken steps to address the matter as fairly as possible, within the parameters of the situation.
  We recognize that these concerns are important to you, and we believe that we have worked diligently to address them. With all efforts made and clear communication regarding next steps, we consider this matter closed.
  Thank you for your understanding.

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22592437
  
  I am rejecting this response because: There was never any sod replaced and I have photos of the flooding before the fence was installed. I also put in a complaint to ****** before the fence was in. I would like a meeting with Mattamy and a 3rd party to find a solution. 
  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 02/26/2025

  Please contact me at ************

• Initial Complaint

  Date:07/31/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 closed on the house in April of 2023. About a week ago during the ** scheduled service tech discovered an issue with extensive rust . Basically air handler is covered in rust and insulation is very vet. Builder blamed this on maintenance issues and refused to pay for repairs because its not under full warranty. I hired the Mattamy suggested HV** company, they installed the unit ******************** However, when it is serviced they still blame the issue on maintenance. I hired independent **** contractor to do the inspection. He discovered that float Swich on Airhandler is faulty, and unit stands on two blocks on one side and only one on the other side. Which means its not leveled correctly. Two issues above caused the way not to drain correctly and unit to not stop when emergency pen is full. So water drained inside of the unit and onto the insulation which caused such bad rust. I truly believe that even though unit is 2-3 months past warranty full warranty it should be covered by builder/HV** INSTALLERS, because this issue was originally caused by bad installation. Also it was covered up during the 12 months inspection, which is even worse.

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 house from Mattamy Homes, closed in July 2021. Since then we have been through h*** dealing with the sloppy work done by this company and the contractors that they hire. The big issues that we are having now is related to our kitchen cabinets. When we closed on our house several of our cabinet doors were damaged. Mattamy Homes has had their cabinet contractor (**********) come out over 14 times to replace doors since we have closed, and they still have not been able to get all the doors replaced with ones that aren't damaged. Now over two years later, the manufacture of the cabinet has changed their colors. So the replacement doors are a different color from the original doors. Mattamy is refusing to do anything further to fix the issue. We met with representatives from the cabinet company and Mattamy Homes and we all agreed there was an issue. Now they are denying agreeing to that and are leaving us high and dry. At this point we have wasted so many days waiting around on this issue to be fixed, we just want some money so we can hire a different cabinet company to come fix this mess.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in ************* **. The name of the community is *********. My lot number is 64. I moved in 2 years ago. My roof is leaking in the kitchen and in the guess beadroom downstairs. This is a new build and there is no reading our roof should be leaking. The insurance covers only for 2 years and that is absolutely ridiculous. I will like for builder to take care of the repairs. I have called and no help gas been provided.

• Initial Complaint

  Date:09/12/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Sept. 10,2023 I was quoted a price of $397,400 for a villa. I was sent financing info from mattamy based on this price. The sales person called the next morning to tell me his “boss” approved the offer. By 3:15 on 9/11/23, he called to say the “company” can only accept $411,000. A price NEVER on the table. I moved $20,000 out of an acct accruing money! I hired a real estate agent. I scrambled to ready my house (bc this was a close out section price). I Am a recent widow. The salesman acted in not only an unethical manner, but predatory. His name is Ed p********. How is this allowed? I’ve.bought many houses over the years-some brand new. Not a novice to this. I’ve never ever experienced such blatant sexism. I can supply credit approval and finance plans presented based on agreed price of 374,900. Ty.

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We was promised before signing the dotted lines to close, that every issue in the home would be taking care of, surely be hold that was a lie. We closed back in October and April some trades were completely. And this is our first new home and was extremely happy with the process, we’re just disgusted and unhappy with the builder for always attempting to disqualify any issue brought to them. One of the major problem is a wall that’s not suppose to be there in the powder room that was extended May 4-6 inches to far and the only way the builder can fix the issue is to minimize the size of the room and cannot install a proper vanity there and that’s not okay with us. Jeff K**** and Steven D**** scheduled an appointment and came to inspect the issue at hand and spoke to my wife due to me not being there, and simply asked what would we like see DONE at the time we didn’t have an answer then we finally came up with a solution to make up for that mistake and asked if there any way they can paint the interior of the home with some better quality paint. And the conclusion per Brian coming from corporate that they only willing to paint the bottom floor or send floor but not both and we’re not okay with that. Lastly it’s almost six months and there’s still a few trades that aren’t completed and I’m sick and tired of begging for things to get done. And also wanted to mention only 3k is being offered to us for the mistake of the wall to paint one floor and I believe the total cost to pain the interior would probably cost 5600-5800 dollars

  Business Response

  Date: 06/09/2023

  Good Day:

  Having personally visited the home to inspect the complaint we have found the following.  The customer has a small 4X4 structural column located in the corner of the Powder Bath.  It is possible that this structural column was overdesigned or overpoured with concrete and removal is possible.  To determine the full nature of the issue, removal of drywall on that column would be necessary.  This process if chosen, would take approximately 7-10 business days to complete.  in addition, Mattamy homes has offered to build out the width of the wall to match the column depth and slightly reduce the remainder of the space in the bathroom to resolve the cosmetic nature of the complaint, which would be less intrusive to the customer, by being a quicker 3-4 day alteration in the bathroom area only.

  Solutions have been presented to this customer on numerous occasions by the management team.  At each interaction, the customer has advised that they would get back to us with a decision within 2-3 days, however weeks and even months went by without a response.  Upon further follow up by our team, the customer has only requested a large sum of money to paint his home, which does not solve the problem that his complaint is based upon.  

  Mattamy homes has offered a Sum of money greater than the value of the repair on multiple occasions.  All three options outlined above are still available to the customer, but the compensation amount if chosen, remains as offered.  We request that the customer makes a choice at their earliest convenience and contact our Warranty Service Manager to move forward.

  Regards,

  Steven D****, VP of Operations