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:04/26/2024

  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.

  The shutters fell off in less than 4 years out of the blue they just fell off, these houses appear to be poorly constructed. After the first year the cement cracked they refused to repair it.

  Business Response

  Date: 05/17/2024

  Hi ***** - It is our understanding that you have spoken to our team regarding your concerns Storm damage and high winds are not covered under the homeowner warranty. This would need to be repaired by the customer or through the homeowner's homeowner insurance policy. If you have any additional questions or feedback you'd like to provide, please refer to the previous communication with your provided contacts. Thank you! 

• Initial Complaint

  Date:04/08/2024

  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.

  Whoever starlight homes uses to build houses or no good. I have nothing but problems out of my house. Here it is not even 4 years old and there are nails coming up out of the floor. The siding is coming off. The shutters fell off the side of the house the stair sounds like its about to fall through. Ive called about the repairs and they say its no longer under warranty. 2 out of 10 stars on the builder.

  Business Response

  Date: 04/12/2024

  Hi ***** -  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:10/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 toilets have been losing water every since I moved on the property. Two of the toilets have been replaced. They still lose water. ***************. assigned to the problem said they took pictures , but they could not find anything wrong. I did some research of my own and it seems like the problem lies in the sewer clean vent. When I asked the water *** to come out and check, I was told the same thing. I live in a townhouse .Now I can smell a foul odor from the residents next door in the bath room area. Because one source I researched stated that the problem is in the walls. I have been reporting this problem to the field manager and the warranty company ever since I noticed this problem. I was told that they were not going to do anything about it.

  Business Response

  Date: 10/24/2023

  It is our understanding that you have spoken to our local team regarding your concerns on multiple occasions. Our local team has relayed this information and overall instruction to you previously: 
  
  The toilets in your secondary bathrooms are not being used as often, resulting in the **Traps evaporating. Without adding water regularly to replenish the water in the trap, it evaporates, allowing gas and odor to enter the home. The plumbing system has been completely inspected; we also used a camera to inspect the internal sewer lines. The entire plumbing system is in good working order and defect free. The plumber under the direction of Starlight Homes replaced the 2 toilets to demonstrate that the issue was a result of evaporation and not a defective toilet. Starlight Homes and the Licensed Plumber have instructed on several occasions to flush the toilets 3 times weekly. This simple act will ensure that the **traps are replenished with water and that this will fix the issue. 
  
  Thank you! 
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20738780
  
  I am rejecting this response because:All three toilets whether used or not lose water.  The water starts slowiy evaporating right away and most of it is gone the next day.  I beg to differ that the plumbing system has been completely inspected and is in working order and defect free.  Yes, two toilets were replaced.  However, I was told to stop using the master toilet to ascertain if it would lose water.  Sure enough, it loses water as well.  Evidently a cracked toilet was not the problem. The odor I smell is whenever the people next door defecate in their toilet.  If  the  company Starlight used found a defect in the sewer clean vent and did not repair it or reveal it, they need to hire a company that is  professional and not bias. I have complained numerous times about the toilets, all to no avail.  It is not right for me to buy and pay for a newly constructed house and have a defect such as this and not have the seller repair it.  I have also complained to the warranty company 2-10.  ******************* would believe the field manager *************************** and his Supervisor, ******************************  She also went so far as to tell me that the defect is not warrantable.  According to the warranty booklet, **** Plumbing states that Leaks in any waste vent and water piping are deficiencies.  Flushing the toilets three times a week is not a workable solution.  I have tried this.  Starlight needs to send a reputable plumbing company out to repair the sewer clean vent.  When I got the e-mail dated 10/24/23, I tried to click on the link, but it wouldn't open.  I even called the BBB number several times and was directed to call the operator.  The operator would never connect me to a person, only another recording.  I would leave my name and complaint number and never heard from anyone.  I got sick and decided to try again when I felt  better
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/08/2023

  Please know that our team has thoroughly looked into your concerns and stands by the instructions below (as mentioned in our previously response):

  The toilets in your secondary bathrooms are not being used as often, resulting in the **Traps evaporating. Without adding water regularly to replenish the water in the trap, it evaporates, allowing gas and odor to enter the home. The plumbing system has been completely inspected; we also used a camera to inspect the internal sewer lines. The entire plumbing system is in good working order and defect free. The plumber under the direction of Starlight Homes replaced the 2 toilets to demonstrate that the issue was a result of evaporation and not a defective toilet. Starlight Homes and the Licensed Plumber have instructed on several occasions to flush the toilets 3 times weekly. This simple act will ensure that the **traps are replenished with water and that this will fix the issue.
  
  

  Customer Answer

  Date: 12/09/2023

   
  Complaint: 20738780
  
  I am rejecting this response because:  water should remain in the toilets longer than three (3) days.  the odor that's coming from the toilets in the master bath  and hallway baths is when the residents next door defecate in their toilets.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  Date:06/29/2023

  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.

  On Sunday, June 26, 2023, there was an electrical storm in Georgia and apparently it affected my house and my car that was in the garage of the house. More than 95% of my house is without electricity, the air conditioning does not work, the lights do not work, almost nothing works, I bought this house on March 24, 2023 and it is absurd that this construction company does not answer for anything, the temperatures inside The house is very high 92, I have children inside, a dog, the construction company is incompetent and zero supportive, I feel cheated, also my car, a 2021 ***** also its electrical system was damaged. According to some electricians, the ground pole of this house is bad. The insurance company that they work with is slow and they assigned me an electrician until next July 5, just to come and evaluate. I am having economic losses and I am at risk of losing my job due to this situation.

  Business Response

  Date: 06/30/2023

  Hi ***** - Our team worked with **** Electric and determined that the damage was caused by an electrical storm. Please reach out to your homeowner insurance for next steps as recommended by our local team. Thank you!

• Initial Complaint

  Date:06/09/2023

  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.

  Id give them zero if I could. This was the classic bait and switch. First we were quoted a different interest rate but when we went to sign it changed. Then they put us in our first home. This was all good but they we found out that due to a previous bankruptcy the time period had not passed yet. This was a straight up lie. So they moved us to another home with a different completion date. Since it was further out we could lock in our interest rate And in the end would end up with a two point increase. Now we were at their mercy. Next those said they was putting us in a bigger lot that the first home as a we are hooking you up moment. It turns out the lot was smaller not bigger. Then our updates came and there were lies as to what got done. There was literally cut and paste emails as to updates. This when on and on. It got to the point that we wanted to just get out of the house due to all of these lies and go with a different builder. Heres the good part in order to go under contract on our new house which took *********************************************** the closing timeframe during the time they told us that due to fha loan we didnt meet the minimum time limit for the discharge date. Funny thing is we did and we closed on the other house. The only way to buy the other house was to give up our interest in the other house which they said sure but you have to Sign this we are keeping your 5k deposit. Also they say in the paper for a few days so we couldnt move on with the new house until they turned that paper in. The only reason we ended up going with another was all of the lies that were told to us day after day week after week. We started the process around December 22 and backed out around march. They take your money and you are at their mercy. This is not right. It was one giant lie from day one. This was starlight homes in the hidden creek subdivision in *********** *******. The salesman was *****

  Business Response

  Date: 06/20/2023

  Hi ***** - We are disappointed to receive your negative feedback. Please know that our team worked hard to assist you in every way possible during your time with us. We will not be providing a refund for your deposit and recommend reviewing previous communication with our local team for any questions you might have regarding our decision. Thank you!  

• Initial Complaint

  Date:03/13/2023

  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.

  At the beginning of March, we noticed leaking in ********** that seemed to be coming from the roof. My husband filed a claim with the 2/10 warranty company and they denied our request and advised our issue did not fall under the structural damage warranty and that we were outside the craftsman warranty. However, I asked for a roofing contactor/inspector to look at the roof. They documented that the house was built without a drip edge and roofing felt/water ice gaurd was not seen during inspection of leak. It's also come to my attention it is a code violation that a drip edge was not installed. I would like help with getting our roof and drywall fixed due to incomplete construction from Starlight.

  Business Response

  Date: 03/14/2023

  We are disappointed to hear that your experience with Starlight Homes has been anything less than exceptional as we strive to provide the best customer service possible. Our management team notified us this morning that a Starlight homes representative has been in contact with you to schedule an appointment. If you have any additional questions or concerns, please continue using our warranty portal. This is the best way to communicate after closing for warranty request. 

  Customer Answer

  Date: 03/17/2023

   
  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.
  
  Sincerely,
  
  *********************-*******

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have been complaining about the grading of this property for over a year. I have been told consistently that there is nothing wrong with the grading; however, my yard floods and water enters the garage.The water is so pervasive that the grass will not grow and the salt is eroding the concrete. Even more alarming is the fact that the water appears to be entering from the right of the garage, (if facing the street), and pooling towards the left where most of the erosion is occurring. "If" the lot is graded properly (as it should be), why is the water running from right to left? Why and how is water entering the ********* am extremely concerned about the water issue on this property. I specifically discussed this with the builder and was told the water would not be an issue. This was just one of the many Starlight deceptions. More to come.

  Business Response

  Date: 03/01/2023

  We are disappointed to hear that your experience with us has been anything less than exceptional as we strive for the best. Our management team notified us this morning that an appointment with a Starlight homes representative has been scheduled for this Friday March 3rd. If you have any additional questions or concerns, please continue using our warranty portal, this is the best way to communicate after closing for warranty request.  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19459177
  
  I am rejecting this response because: the issues have not been resolved.  I have used the portal on NUMEROUS occasions and while some issues have been resolved there are several that have not.  As discussed with Starlight, I will create a new request ( for the third time) and wait to see where it goes from there. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/07/2023

  We take customer service seriously at ********************.  It is our understanding that a Starlight Homes representative met with the customer on 3/3/23 to review all concerns.  Please reach out to Starlight Homes directly if you have any additional concerns.  Thank you.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19459177
  
  I am rejecting this response because: Starlight has chosen not to correct property grading that is causing excessive flooding, nor the efflorescence forming on the garage floor and eroding concrete.  Per the **** of Construction, all are within "tolerance", and or "industry standards."

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

• Initial Complaint

  Date:02/23/2023

  Type:Product 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 closed on a home in the ******************* located in Monroe, Georgia. Numerous repairs have been necessary. I was told by Starlight that they would reimburse lodging and meals ($225 per diem for lodging and $75 per diem for meals). As such, I stayed at the Home2Suites from 1/19/23 thru 1/27/23 and tendered payment via my Discover card totaling $1352.77. I submitted receipts for lodging on 1/30/23 and the receipts for meals on 2/2/23. I informed them that in order to prevent interest and or late fees, the bill was due on 2/19/23.On 2/7/23 I was told the check was mailed. On 2/10/23 having not received reimbursement, I inquired and was told it was already sent. On 2/14/23 having still not received the check, I inquired again. I was concerned that I would not be able to pay off the balance due on 2/19/23. This time I was told the check was mailed that day; Tuesday 2/14/23. On 2/21/23 still no check. I requested a number for Corporate and was given the number ************; however, the *** did not provide an option for the *******************. I was given yet another number ************; and again, the *** did not provide an option for the *******************. The last number I was given was ************. This number is apparently for ******************* at the Roswell location who "I believe," *** no longer work for the company. The call went straight to voicemail. On 2/22/23 still, no check. I asked to speak with *****; a manager. Whilst discussing my concerns about the interest I was going to incur, he informed me as follows "Nobody told you to put the charges on a credit card," and that I should receive the check on 2/23/24. I was also told if I had not received it by 2/23/24 I should inform him. 2/23/24, no check. "This time", ***** informed me that I should receive the check by 2/24/23. He once again stated that if I had not received the check by 2/24/23, I should let him know.To avoid interest, I do not keep running balances on my credit cards. My portion of my Discover bill was paid in full on 2/19/23 ($441.42). At this point I am 4 days past the due date and not only want the $1352.77, but also any interest incurred on the balance.

  Business Response

  Date: 03/01/2023

  We are disappointed to hear that your experience with Starlight homes has been anything less than exceptional as we strive for the best in homebuilding and customer satisfaction. Our team researched your concerns and made the necessary corrections to ensure this has been completely resolved.  

  Customer Answer

  Date: 03/01/2023

   
  Better Business Bureau:
  
  After 32 days I have finally received reimbursement.  While I am disappointed that it took a BBB complaint to resolve, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/23/2023

  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.

  I have been having issues with getting warranty items fixed and currently have a **** that is short cycling and causing the electric bill the skyrocket. I put in a warranty request in the **** homeowner portal for issues with the **** on 2 separate occasions as the thermostat is not functioning properly. The technician on the first request never tested the unit or it components he told me he was going to replace the filter that's it and that the noise coming from the unit and the temperature gauge is 3-5 in range. That was the end of summer months and I didnt use the cooling as much.. However, I noticed during the winter month the unit began running very aggressive and thee set temperature and the actual temperature is not changing and when the temperature drops the unit making intermittent loud noises and short cycling between secs up to a minute. I put in a request and setup an appointment for a technician to check the unit, they no show on the appointment and I had to wait until the next week, they had someone call and ask what the issue was at this point I explained this 3 times even recorded the issue happening which is usually early am when the temperature is lowest.. They finally sent someone that came with no equipment literally was in my home less than 10 minutes could not explain what he checked or how he troubleshoot the issue and wasted another day of my time.. This issue is causing inflated electricity bills over ************************************************** writing what he actually checked and what was done on the service call and he could not and when I requested his supervisor and I still have not been updated. I have had issues with getting other warranty items fixed as well and have pictures of the quality of the work they are providing which is well below quality expected with the pricing of these homes. Its a fight to get them to fix any then the workers are not qualified and dont want to do the work.

  Business Response

  Date: 01/27/2023

  We are disappointed to hear about your experience regarding your recent warranty requests. Upon investigation, it it appears that your HVAC concerns are not covered under your home warranty. It is our understanding that someone from our team will be reaching out to you today to further discuss your requested warranty items. If you have any additional questions, please refer to your previous communication with your provided division contacts as they are best positioned to assist you.  

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18883118
  
  I am rejecting this response because: They did not even troubleshoot the issue to know if its covered or not. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/09/2023

  Our team has contacted the **** contractor on the homebuyer's behalf. We have requested that *************** and Services conduct a diagnostic inspection of the entire system. *************** and Services **** has agreed to send one of their best supervisors. This will be completed on Friday the 10th at 10:30 am. If you have any additional questions, please refer to your previous communication with your provided division contacts as they are best positioned to assist you.