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:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently brought a home and was sold of lawn services for my front yard. After I signed the deal changed and was told the builder will not do it. This is false advertisement and the builder should stick to what was told to me as the builder and my realtor. This was the main reason I brought the home because of that selling amenity. I asked to rectify it to make it right the builder said no. Im also out lots of money for the internet services that I cant get because the builder didnt follow through with having the community internet connective I had to pay $600 to get Starlink internet because no other company services the area. Ive had to spend $700 on inspections because they builder claims to fixed the roof but didnt. Lied to me and told it was done, then ***** told me it was a mistake and they corrected an other homes roof. Refund me for the mistake youve caused me to spend because of your error.

  Business Response

  Date: 06/02/2025

  We care deeply about all of our homebuyers and strive to provide a smooth experience from purchase through move-in and beyond. Our team is committed to addressing every concern thoroughly and thoughtfully. While services such as internet availability and **** address registration are managed by external providers, we understand how important these features are to daily life and have shared your feedback with the appropriate teams for review. Regarding your roofing concerns, our records reflect that repairs were scheduled following each inspection, and our team remains ready to assist further should access to the property be provided. We also understand there was confusion regarding lawn care and HOA responsibilities. Weve addressed this internally to ensure clear communication in the future. For any home-related matters, we encourage you to continue working with your local Starlight Homes team, and for community maintenance or amenities questions, your HOA representatives are best positioned to help. We appreciate you bringing these concerns forward and remain committed to supporting your experience as a homeowner. Thank you for taking the time to share your feedback! 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23392622
  
  I am rejecting this response because: your corrections were done. I had to hire someone to do it. You said your fixed it then changed the story that you fixed the wrong house. It NEVER got fixed, a total of three times. Each time I had to pay for someone to check your work and nothing was done all three times. I want a refund of $600 for what I had to pay for. Also, I want lawn care for the front of my yard for the rest of the year as your promised but took back after I closed. Why would you not oblige with this resolution?  Please be mindful, potential homeowners are asking if they should buy a home in this neighborhood. What would you want me to tell them?  This is my resolution. As far as the internet, do not open the neighborhood with connectivity, its bad customer service and it inconvenience the paying customer drastically. Im still looking for reliable internet as I work from home after I got the most expensive internet Starlink told me to get. Just meet me in the middle and try to make it right with me. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/13/2025

  Thank you for your continued communication and for sharing your perspective. At Starlight Homes, were committed to addressing homeowner concerns thoroughly and with care. We understand the importance of timely resolutions and regret any inconvenience you've experienced. After reviewing your request alongside our local team, we can confirm that reimbursement is being processed to cover expenses related to the roof repair completed prior to closing. At this time, no further action will be taken regarding lawn care or internet services, as those items fall outside of our scope of responsibility. While we strive to provide transparency and support throughout the homebuying journey, we also must remain consistent with the terms outlined during the process. We appreciate your feedback and encourage you to continue working with your local contacts, who remain best positioned to assist you. Thank you again for your time and for being a part of the community! 

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. May I ask for someone to keep me updated on reimbursement. Thank you. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/15/2025

  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 purchased a starlight new construction home in Oct 2020 in *********** community at **************, address *******************************. Recently there was a roof leak in this property. After inspection, it was due to vent collar failure in rooftop. I tried to ask for new home warranty to cover the repair, but I was told by starlight that because this is now outside the warranty period and not covered under the original warranty terms. However, I spoke with a neighbor in pecan grove community, his starlight house recently (maybe 1 year ago) had suffered same ceiling leak as mine. His house address is ********************************************. His name is ********* *******.The starlight home plan of his house is exactly same as mine. Same layout/sqf.He told me the leaking spot is same as mine - in the living room ceiling.He told me when he reached out to Starlight homes, his house was outside of warranty as well. But starlight has provided roof repair for him. ************* company to fix the ******* if starlight provided him that repair outside warranty, my question is that why you are not extending the same to my house? It looks like this is a structural or design defect that affected multiple homes of this particular starlight house plan in pecan grove. And these affected houses are quite new (within 3-4 years). I would like for starlight to treat me equally in this issue, either provide replacement for vent collars or reimburse the costs.Thanks

  Business Response

  Date: 05/19/2025

  Thank you for reaching out again and sharing your concerns. At Starlight Homes, we care deeply about the quality of the homes we build and the satisfaction of every homeowner. Weve carefully reviewed your situation with our local team and can confirm that your homes 1-year workmanship warranty concluded in 2021. Our records also indicate that no warranty-covered roof repair was completed by Starlight Homes at the neighboring property you mentioned. While our team was made aware of a similar concern, that homeowner coordinated repairs directly with a roofing vendor, and those services were not arranged or paid for by Starlight Homes. We understand how frustrating unexpected maintenance issues can be and want to reassure you that your feedback has been shared with our broader team for awareness. However, due to the age of the home and the nature of the concern (roof maintenance beyond the warranty period) were unable to extend warranty coverage in this instance. If you have any questions or would like to discuss your concerns further, your local contacts remain available and are best positioned to assist. We appreciate your understanding.
  
  

• Initial Complaint

  Date:05/02/2025

  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 bought my house March of 2023. Since I moved in *** had multiple problems with my house. It first started in February 2025. I began having aints coming through the concrete in my kitchen. Then my lvp flooring started to bow in my ********** addition my driveway started to shift several inches in a matter of ********* garage flooring was cracking as well as the interior slab of my house. I contacted starlight and they promised to fix the issues with my house. The head of starlight in my area, **** promised to fix it. Instead of fixing it, he began to have sub par contracters come. They did whatever they could to have me stay quiet while claiming they fixed the problem. I had cracks in my garage and they came to fix it. There idea of fixing it was to make it ten times worse then it was before they came. I am attaching photos so you can see what their "so called idea of fixing" was.On the inside of my house they refused to solve the issue at all. If they had done nothing it would look better then what they have done. I fought as hard as i could with starlight to have them do right by me but they made things worse. If I would of known that I wouldn't have called them at all. I bought a brand new house and they managed to give me a house that I will now loose value on because I need to now disclose those issue when I go to resell. They need to be held accountable for their actions. No brand new house should have a driveway collapsing, a garage severaly cracking and the interior of the house flooring seperating so bad that it exposes the foundation itself cracking. I beg you to please reach out to me I have every picture and video proving their negligence. I'm a first time home buyer who Is now stuck with their problems. And they and make it seem like they are doing right by me when doing just the opposite. All I want is to have the house I paid for. Not a company saying that they did the right thing when they haven't done a single thing right.

  Business Response

  Date: 05/14/2025

  Mr. ************************ you for taking the time to share your concerns. At Starlight Homes, we strive to deliver high-quality new construction homes and are committed to providing thoughtful service throughout the homeownership journey.
  
  Please know that our team has made a dedicated effort to address the items you have raised. We have completed the warrantable repairs to your home, addressing each of your concerns that included the driveway, plumbing, and garage floor. Each step was taken with care and in collaboration with trusted professionals to provide you with lasting solutions.
  
  Please know that your feedback was shared with our local leadership, and we remain committed to delivering customer service that aligned with our values. If you have any additional questions, our team is available to contact you directly.
  
  Sincerely,
  
  
  Starlight Homes 

• Initial Complaint

  Date:11/20/2024

  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.

  Purchased a new build in 2021. The upper cabinets fell off the wall recently, damaging the floor, destroying the cabinets, microwave and plate ware. We contacted the warranty provider and were denied coverage for expiration. We reached out to management and they denied any fault but also stated they contacted the cabinet manufacturer, who also denied any fault. The cabinets falling could have seriously injured or killed somebody. We are only seeking repair of the faulty cabinets.

  Business Response

  Date: 01/10/2025

  Please know that we strive for nothing less than excellence in everything we do from our exceptional customer service to our high-quality new construction homes and beyond. It is our understanding that you have spoken to our team regarding your concerns. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!    

• Initial Complaint

  Date:11/10/2024

  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.

  My name is ****** ***** and I advise anyone not buy anything from Starlight homes. The will treat you nice at the beginning and then end the end treat your like rotten eggs. I completed the Starlight application and was told that I was pre-approved to buy a home. I picked out a lot and picked out my home and I submitted ******* Money in the amount of $2500. I spoke with the Starlight Greenbriar site agent and I had to go through one realtor to get to her. I emailed my documents to her and I never heard her anything back. I found out 2 weeks later that I was declined. They told me not to worry they will bring in another Lender named *** to assist with me being approved. I requested my ******* Money back and decided not to get the home. I was informed that I could get my ******* Money back and the money was safe. 2 weeks went by and **** called me and informed me that I could not get my ******* Money back. I asked to speak to a manager and I was given **** to speak with . **** said I could not get my ******* Money back. I asked to speak to his manager. He said I cannot speak to his manager and could not give me his manager's number. And he laughed about it. I contacted the Starlight **************** and have not been able to speak to anyone. I have been given the run around on getting the number to the corporate office. I have called around to different starlight communities and was told there is no corporate office. I never signed a contract to buy a home. I want my ******* Money back as soon as possible because Starlight homes is being unprofessional and unethical with way they are treating their clients. As of today I have still not received my ******* Money Back. I know know I was not supposed to give any ******* Money until I was fully approved to purchase the home and signed contract paperwork. I was never approved, therefore Starlight homes should have never collected any ******* Money from me.

  Business Response

  Date: 01/17/2025

  Hi ****** - It is our understanding that you spoke to our team regarding your concerns at the time you submitted this complaint. They have confirmed your deposit was refunded and that this concern was resolved. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!      

• Initial Complaint

  Date:10/22/2024

  Type:Order 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.

  The realtor clearly engaged in misrepresentation by placing the wrong lot number on the contract. At no point were we ever shown or made aware of the lot listed on the contract (house 2105). Instead, we were shown house 2127, which was confirmed multiple times through in-person viewings and even sent to us via phone. Despite our repeated confirmation that we were purchasing the lot we were shown, the contract reflected an entirely different property that we were only made aware of through the home inspection, causing significant confusion and frustration

  Business Response

  Date: 01/10/2025

  Hi **** - Our commitment to excellence extends to every aspect of what we do, including our incredible customer service and high-quality new construction homes, so please know we reviewed your feedback thoroughly. It is our understanding that you have worked with our local team regarding your concerns. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. While this complaint was left under the Atlanta profile, please know that your feedback was reviewed by our ******* representatives. Thank you!  

• Initial Complaint

  Date:10/17/2024

  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 purchased a starlight home in 2019. I love my home however there were some concerning issues that have been happening over seems to be every year. First I started getting nail pops all over, in the ceiling, and walls upstairs and down stairs. Then year 3 furnace water pan overflowed and the pump didnt kick on, which caused water to continuously flow down stairs to the ceiling over the kitchen and living room areas and the water would exit out of the intake vent down stairs. My floors are now warped and make noises. Now this year the furnace did the same thing and the water did the same damage and this is after I had the routine maintenance done on the furnace and A/c unit. Also this year I got a leak from my roof in the valley area of my home. When inspected it was determined the nails used to secure shingles to roof were the wrong ones, they were too long and when the inspector went in the attic he saw the nails were long and rusted to show the water was entering my home. Due to the water getting in the ceiling the guest bedroom now has ceiling damage that needs repair. Ive had to pay someone to repair the roof, and Ive tried to repair the ceiling, but all of this is a bit much for a new built 5 year old home. None of this is covered under my 2-10 warranty and I need help.

  Business Response

  Date: 01/16/2025

  Hi Celeana -  It is our understanding there have been no open warranty claims for your home in *********. Any prior concerns have been addressed by the local team. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!  
  

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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 agreed to purchase a home from Starlight Homes on 6/21/24 with assistance from my realtor *********************. To show the company I was a serious buyer, I sent ******* money in the amount of $2500. Overall we decided to back out after unethical business practices and requested the ******* money in return. 7/25/24 I received the check and deposited it into my ***************** Account.7/29/24 I received a letter from Navy Federal stating that the check is either fraudulent or the account no longer exists which was disclosed by Welsfargo. In return they resent the check, removed the money from my account and now I have fraudulent suspicion surrounding my account.After receiving this information, I immediately contacted the company via email 8/11/24. Due to 8/11/24 being a Sunday, I proceeded to chat with them 8/12/24 on a working business day. I then spoke with a receptionist who assured me that she would relay the message and have ********************* contact me. I have not had a response via email nor have I had a returned phone call yet.

  Business Response

  Date: 01/10/2025

  Hi ****** - It is our understanding that you spoke to our team regarding your concerns at the time you submitted this complaint. They have confirmed your deposit was refunded and that this concern was resolved. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!  

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised my standing water would be fixed back in March 2023 before closing on my home. In March 2024 I filed a claim for this existing issue. After being rescheduled 2x I find out today that Starlight wrote erroneous notes and did not agree to fix the main side of my yard. The irrigation company refused to fix due to the erroneous notes, so erroneous they didnt even note the correct side of the yard (meaning the side without a gate). I was also told my yard would be level and put in a slope so the water would go out into the street. Upon talking to warranty people I also found out that Starlight listed my issue as completed which also A LIE! I have called and messaged several people from Starlight. Now, nobody is answering my calls. I would like a check to get a professional to fix my yard since Starlight appears to be reneging on fixing my yard and because Im afraid that they wont fix it correctly given all that I have experienced dealing with them.

  Business Response

  Date: 06/28/2024

  Hi ***** -  It is our understanding that you have spoken to our team regarding your warranty concerns. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you!

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21874802
  
  I am rejecting this response because: The same message that they have you was what they told me. To this day, July 12th, they have not fixed my standing water. Telling me that someone had notified me does not fix my standing water.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/26/2024

  Hi ***** -  Our local team has confirmed they've spoken with you on the following dates regarding your warranty concerns: 7/16, 7/17 and 7/25. They have also let us know that work has been scheduled. If you have any additional questions or feedback you'd like to provide, please refer to your division contacts as they are the best positioned to assist you. Thank you! 

  Customer Answer

  Date: 07/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is decent, pending to me. My backyard was worked on this Thursday and Friday. I dont find it satisfactory yet until u know that this will fix my standing water. Starlight needs to guarantee that if this does not fix my standing water they will come back and fix from their pocket. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising 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 entered into a contract to buy a home with this builder, I was *************** giving false hopes, I was told I could only get the closing cost assistance through their lender and their lender only! I had a pre approval from my lender a small local bank that Ive done business with for years! But to get the incentives I had to use ************************* which I never heard about but the builder gets a kick back from them. They pre approved me then right before closing they denied my loan after **** the agent told me I needed to put all my money from 3 accounts into one account so it could be wired and be available before the closing date. I did this, I even cashed out a CD! I was penalized ******** Ill include proof of this. Then over a month ago we completed a docusign to return my ******* money that I paid electronically! Im seeking my ******* money along with the $******** I was penalized along with the $150 cash advance I was charged to take $3,000 off my credit card for the ******* money on another home different builder and financed with my bank. The fact their lender gave me false hopes that **** could get the loan approved and I gave them everything they asked for and more even the death certificate of my childrens mom! *** never had a lender ask for so much! In 44 years *** had over 40 loans and mortgages never had I had to go through what I went through with this country only to have them not approve me, but yet my bank had no problem! The builder pushing buyers to use their lender is a conflict of interest and the sale incentives should be available to everyone even if you dont use their lender! In the end i am requesting the $3,000 ******* money and the fees associated due to it taking over a month to get money I gave them electronically it should of been returned the same way so Im seeing the added $******** along with the $150.00 cash advance needed for the purchase of a home not from them.

  Business Response

  Date: 06/21/2024

  Starlight Homes has investigated the concern and it is a private matter between the buyer and their lender. Thank you! 

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21859437
  
  I am rejecting this response because:
  The builder starlight homes is pushing this lender on buyers and giving them incentives only if you use their lender its closed market and these closing cost assist should not only be if you use their preferred lender! The company and the lender is very miss leading they were ******* a closing date then their lender backed out on financing out of how an income verification letter was written. Very miss leading on both sides starlight homes and their lender they force on buyers with their incentives!  It cost me out of pocket in the end! Thankfully I went back to my bank and got a better house with land and allot better price. In the end I just feel its poor business practices and they should be more transparent. So I know Im out the fees from pulling money to have it ready for a closing that never happened so my view on the company as a whole has changed. I thought they were a decent company in the beginning till I went through the process and your better off avoiding them and going with your own bank and a small builder that builds 80 homes a year you get better quality more features and a better price! This was a leaning lesson. 
  Sincerely,
  
  *******************************