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:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im submitting this complaint for a news home I had built with Smith Douglas Homes. I closed on my house in April 19, 2024 and sucked a warranty complaint per the guidelines for a warranty covered issues. My exterior paint is peeling and cracking all around my house. In addition, some of the cement siding boards that were used were beginning to crack, break down, peel etc. its happening all along my house. I dunked the claim they sent the painter out to my house to paint and he refused because he was m said the siding boards are defective that they installed and they need to be replaced before he can paint. In addition, the reason my exterior paint is peeling and cracking is because of the poor prep job done when they built the house. You can see the bleed through and the poor workmanship it almost looks rusted but it was the first from them not properly prepping and cleaning the exterior wall before painting. I never received any follow *** and tried calling the warranty manager. When I finally was able to get in touch they said they denied it with no valid reason and its out Id their control. No follow up no reason other than they dont want to fix what is absolutely covered under my warranty. This is unacceptable. Is almost as if they purposely didnt want to do anything to ensure things went past the 1 year warranty date. Then the warranty manager said that one of the damaged boards is as a result of my trash can? The track can is plastic and it wasnt wasnt even there when I submitted the warranty claim. This was moved because wet installed a fence. The bottom line Smith Douglas really needs to honor the warranty and fix my outstanding warranty issues including my bad siding boards and paint job that were submitted. *** had it with this company and their poor management of warranty claims and support. I really need someone hire up to fix this so in can finally have some peace about the issues Ive been experiencing. Date of claim 3/14/25.

  

  Business Response

  Date: 05/16/2025

  I reached out to the homeowner on May16, we came to an agreement that I would replace one piece of siding, and repair areas where paint is peeling.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have directly messaged **** ,******* and ****** reguarding the road caving in they refuse to fix the issue or even look at it insisting I must put in the portal that their roads are caving ,which i have. My neighbor fell in it and i have two small kids who i dont want hurt i am scared to back out of my drive way where its going to cause my car damages

  

  Business Response

  Date: 05/16/2025

  This homeowner sent in claim on May 9th, our cm reached out to homeowner same day to let them know we have sent to the developer, repair was done on May the 12th.   

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home April 2024 and my home was under warranty until 2025--SD is not honoring requests that were submitted prior to my warranty expiring. Their warranty manager/contact **** and ***** stopped responding to my emails and I receive a call from someone named, ****, 3 days before my warranty expired. I shared all of my concerns and confirmed he received all of my requests only for him to follow up with me after my warranty expired and said it is denied due to the expiration date.They repaired and replaced a column on my front porch and they have not removed the damaged column from my driveway. It already took them over two weeks to come out and repair it--leaving the "new" one in my driveway and now the old/damaged one has been in my driveway for another week.Lastly, the "repair" that was done to my ceiling due to the original poor drywall work continues to be a problem and they do not want to take ownership or accountability for their work and instead are blaming it on the lighting in my house.

  

  Business Response

  Date: 05/08/2025

  I have reached out to homeowner May 8th and left her message about scheduling an appointment for me to come and inspect the items she turned in, I am waiting for her to reach back out to me.

• 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.

  My experience with Smith Douglas has been highly disappointing due to poor construction and inadequate responses:Driveway: Cracking; theyll fill it but admit itll look bad. No rebar used because it's not required the manager told me. Thats why it is likely cracking.Lawn: Needs leveling; they refused to fix it.Shower Leak: Master shower leaks, causing mold. Under ***air, but unusable for a month.Drywall: ****** nail pops, deemed excessive. They wont help with ***ainting. Warranty *** and construction manger both said the amount of nail pops is excessive. I wouldn't buy a new house if I knew I had to paint it in 1 year. Window Leak: Front window leaked which soaked carpet which has been fixed.Structural: Visible ceiling beams dismissed as normal.Vinyl Siding: Warped vinyl partially fixed; some areas still warped.Electrical: Lights in spare room and porch tripped breakers; fixed.Sink: Leaking sink ***aired, but they warned it may fail again due to known issues. Why use this sink then?Closet: Hole in master closet floor called normal.Water Damage: Downstairs toilet damage denied, despite evidence.Pests: Gnats in living room, likely from dampness said the pest control company. Spare Shower: Uncaulked and now we have to use this due to them not caulking the master shower which ruined the wall and caused mold. Multiple professionals, including contractors that build these houses criticized the poor construction. Smith Douglas acknowledged excessive nail pops but refused to paint. Their focus on strong contracts over quality labor and materials is evident and frustrating.

  

  Business Response

  Date: 05/08/2025

  I have reached out to the homeowner and schedule an appointment May ******* to inspect the items he has listed.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23278538
  
  I am rejecting this response because:

  I am rejecting so the case does not close because I didn't respond. We will see how the appointment on the 22nd goes. 

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

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My property at ********************************** (Silver Trace Commons Phase 2) has ongoing backyard erosion. Smith Douglas Homes (SDH--represented by ***** **********************) and the City of ****** (represented by City Engineer, ******** *******) assured it would occur, but it has, less than a year after my 2/9/24 purchase. Initial slope concerns were dismissed. Mr. ******* initially deemed the slope code-compliant, later cited "gully and rill" erosion on 12/31/24, refused a written report with these findings, and directed me to SDH to file a warranty claim. My property lacks a rear Building Setback Line, unlike other homes in the community, which seems to attribute to the steep slope at the back of the house. In January 2025, Mr. ********************** from *** informed me that my warranty claim was denied, citing a landscaping and erosion exclusion from the homeowner's handbook. Pre-sale inadequate landscaping is the cause. I paid over $15,000 for a retaining wall, soil, sod, and a fence to provide some safety for my family and guests because SDH and the City of ****** refused to provide assistance with the apparent issues that would arise. Erosion persists, threatening a stream beyond the property. Both parties failed to address a known risk. This home was purchased as a "spec" home and I now understand why!! The entire property should have been left vacant and used as a "common area" but instead, SDH and the City of Dallas saw "dollar signs" and left the financial burden of addressing the slope and its known risks in the hands of the homeowner. *** continuously leads homeowners to exclusions in the handbook that "seems" to be added every time a new complaint arises to protect themselves from negligent building practices. I worked very hard to purchase my home in good faith and it is very disturbing that so much of my money has been spent fixing an issue that *** failed to handle before placing this home on the market!! Both *** and the City of Dallas knew that erosion was imminent!

  

  Business Response

  Date: 05/02/2025

  I have contacted the homeowner and schedule an appointment to inspect her concerns about the slope on the back side of her property, inspection set for May ******.

• Initial Complaint

  Date:02/18/2025

  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 my home on February 3 of 2025 from Smith Douglas for $331,357. Smith Douglas originally wanted a closing date of January 3 but we were trying to close the sale our old home and purchasing the new home On the same day so that we would not be without a place to stay. Our buyers wanted to Close on February 7 and we were able to convince Smith Douglas to agree to February 3. On the day of closing, there was an list of minor and major issues still from the blue tape walk-through that had not been completed as well as major issues, including safety hazards from our ownprivate inspection report that had not been addressed. Large cosmetic issues as well as issues with our roof, plumbing, electrical, and HVAC were still not addressed. We are having to battle with Smith Douglas to live up to contractual agreements, such as how many inches of insulation belong in an attic space. The builder assured us that he would be there every day after closing to work on these and then we did not see him for a week. When he began showing up, he assured us he would stay with the contractors the time to make sure the job was done and did not fulfill that commitment either which resulted in subpar work being performed, requiring it to be redone sometimes multiple times. Contractors leave a mess of debris in our house and on our carpets after they work. All of this, because Smith Douglas pressured us to Close sooner than what we should have with the house that was nowhere near ready. While some minor repairs have been done, we are given excuse after excuse on why contractors cannot show up to perform work in a timely manner. Two weeks after closing, we still have major electrical issues as well as insulated spaces in our attic, Sprinkler system Lines that are still exposed, siding still bowed out, Cracked and ****** fence slats, raised roof shingles, missing hot walls in the attic, scratched and gouged shower door glass this joyous experience has been made miserable

  

  Business Response

  Date: 02/24/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We have received your complaint regarding your home and are currently looking into the matters you've raised. We understand your frustration and are committed to addressing your concerns. We will be reviewing your case thoroughly and will provide you with an update soon.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22955424
  
  I am rejecting this response because: this is a non-resolve response. They have committed to looking into the matter, which they have had ample time to do since I filed the complaint. Looking into the matter does not solve ANY issues and addresses no solution. What I want is a redress AFTER they have done their due diligence with a commitment to fix all of the issues still existing from our private inspection report and the blue tape walk-through in a speedy and timely manner as we are nearing one month after closing.

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

  

  Business Response

  Date: 03/06/2025

  
  This message confirms the completion of all outstanding repairs at your home as detailed in our previous communication and the agreed-upon repair plan. All was completed within the first month of homeownership by the warranty and construction manager for this division. Integrity building takes time, and we appreciate your patience as we worked to ensure all matters were addressed thoroughly. At Smith Douglas homes it's always  "Your  Home. Your  Choice. Within  Reach."

• Initial Complaint

  Date:12/09/2024

  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 home from smith Douglas homes in February 2022 for $274000. Within the first year, my steps pulled away from the wall and a warrant request was submitted. Three months later they came out and said it was nothing and just needed to be re caulked and if it worsens to call and it will be covered. However, since then my stairs have pulled away from the wall even further than at first and I just submitted another request this morning to have them come out and take a look at it. I received a confirmation email for the request and 19 minutes later, received an email from one of the employees stating the request will be closed and its the homeowners responsibility without even coming out to look.

  

  Business Response

  Date: 12/16/2024

  I have reached out to the homeowner on 12/16 and schedule and appointment for Thursday 12/26 to inspect the stairs.

  

  Business Response

  Date: 12/16/2024

  I have reached out to the homeowner on 12/16 and schedule and appointment for Thursday 12/26 to inspect the stairs.

• Initial Complaint

  Date:12/08/2024

  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.

  I live in a Smith Douglas community and our detention pond is hideous. They refuse to repair properly in this predominantly black neighborhood. I have visited some of their other communities of primarily white and the common areas are very nice and clean. They promised me as the *** president to correct the fence and then came to simpl patch it up. The same problem happened in my home (they patched up) a ceiling leak and it has the same issues occurring. Another neighbor basement area is sinking and affecting the foundation of their home. Smith Douglas takes less pride in their work.

  

  Business Response

  Date: 12/19/2024

   

   

  Based on our letter to the *** dated May *******, we agreed to repair Item #4 as summarized below in full resolution of the ***s complaint, and the *** agreed to this repair as a full resolution:

  
  #4: We observed minor damage at the fence and further down the gates. The metal bars referred to in your letter are small, harmless wall ties left after the retention walls were poured. We are willing to repair the fence and remove the wall ties.
  
  The gate was repaired on 11-15-24 as well as any boards needing to be replaced/repaired. Wall ties were removed on 12-13-24.
  
  Maintenance of the referenced fence, gate and pond have been the responsibility of the homeowners association since the turnover was competed 4-20-23. 
  
  The other homeowner warranty claim you referenced has been completed.
  
  We at Smith Douglas Homes we take pride in all our communities and strive to leave a favorable **** wherever we build.
  
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22656789
  
  I am rejecting this response because: Smith Douglas is a joke which is why they have a poor rating with the BBB, Yelp, ****** and online overall. They did a patchy, tacky job. I asked for the *** (specifically myself) to be involved and alerted to the work being done. We did not agree for raggedy work to be done. We agreed for the fence to be replaced which is what professionals that have inspected the fence (including the City of *********) are recommending. We will take them to small claims court if need be because this is dirty work and unacceptable. 
  
  The same goes for my home being negligent and horrible, patchy work and other homeowners. Smith Douglas does not respect the communities they obviously throw up and pull out. There is an ongoing class action against them here at these links:
  
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  Clearly, Smith Douglas is not a very reputable company with the many residents, commissioners, and others suing them. They can contact me to repair the fence and my home and other homeowners correctly or we will become part of the many class action lawsuits being drawn up daily against this company. 

   

  
  Sincerely,
  
  ****** Dark

  

  Business Response

  Date: 12/26/2024

  *** has honored the repairs to the fence and Wall ties and will continue to cover request from homeowners if its covered under our warranty handbook.

• Initial Complaint

  Date:10/08/2024

  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.

  We closed on our new home July 2023. We have made numerous warranty submissions during the one-year warranty period, and the Warranty Representative failed to show up at the one year walkthrough. After they finally responded to their mistake, he has since blown us off to make repairs to previous door and ceiling submissions, which were also pointed out at the one-year walkthrough. Our front and garage doors require adjustment according to warranty guide. Our master bedroom, two smaller bedrooms, and living room require ceiling repair. According to guide: We will return ONCE during the one year period, to repair seam lines visible from 6 feet under normal lighting conditions. Adjust doors one time during warranty period. All items were documented in the Portal and pointed out at the one-year walkthrough. Please complete repairs according to Smith Douglas Warranty.

  

  Business Response

  Date: 10/29/2024

  June of 2024 an appointment was missed with this homeowner to review the 11 month warranty touch ups. The responsible *** employee left the company shortly after and subsequently, another appointment was requested with the homeowner and the new warranty representative for that community.  Homeowner said they would be out of town through July 31st. Appointment was scheduled for their return, a month later, on a date convenient to them.  Assessment was completed on 8/2.  No other appointments have been missed with this homeowner.
  
  Any warrantable items were put on the service request to the trades to come repair.  Homeowner was not happy with the repairs and trade went back on 10/1.  Some items shown to warranty representative appeared to be physical damage done by the homeowner and were communicated that is not part of the warranty coverage.  Warranty coverage, as homeowner references below and is stated in the warranty guidelines provided to the homeowners at closing are for normal settling post construction within that first year. 
  Homeowner and warranty representative agreed upon repairs and trade came back on 10/21. Homeowner threatened the trade with a lawyer, and at this point the trade was hesitant to come back into the home.  Homeowner wanted a guarantee that tape seams would not reoccur which we can not provide.  This caused some confusion and unpleasantness.  The warranty representative in consultation with the warranty manager was able to get the trade and homeowner to agree upon the repairs that would be made and covered by warranty. These repairs have been made and completed on 10/25.  The one remaining item to handle under the 11-month warranty is the exterior door adjustments.  The trade has tried scheduling with the homeowner and was unable to reach them. Warranty manager has reached out to the representative from the trade making the door adjustments and reiterated to them this needs to be scheduled /completed at the earliest convenience to the homeowner. Update: at time of writing this trade confirms speaking with the homeowner and the door was adjusted on Friday and there is no need for anyone else to come back
  All work that was open is completed at this time.  

• Initial Complaint

  Date:10/08/2024

  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.

  Refuse to resolve the issue. Brand new house and they failed to ensure proper installment of shingles and seal up board on top of window and now i have a leak when it rains. Poor workmanship with roof, been in house a year and shingles have fallen off and are lifting. I've asked numerous of times for roofer information and they refuse to give me the information. This has been over a month. The warranty for the roof is 5 years and no one will help me identify who is responsible. They responded and said they will call the roofer and have them reach out and it's been months. I keep asking for the information myself and they are refusing. They are refusing to come out and look at the house, to see where they had a error in building the house. Structural warranty is still in place and they are saying it's not structural. If you failed to build the outside properly or finish it, then what is it. Horrible service and non responsive. I've been asking for help and they are not helping. I would never recommend or buy from this company. A piece of the wood border around my garage broken off and I was told it would be investigated and the guy never called me back or sent help. I need help. I have numerous of pictures but the system only allows one. My home insurance came out and told me it was the builder fault and neglect. Smith douglas refuse to review, send someone, or assist in any way. I have the right to know who put the roof on my house and have proper installment to avoid leak on a NEW home when raining, avoid mold as well.

  

  Business Response

  Date: 10/14/2024

  I had our roofer and window trade reach out to the homeowner; and they went out on 10/11 repaired the window leak also replaced some shingles. I called the homeowner Friday the 11th and let her know that we will repair two pieces of baseboard and the water stain on the dry wall and window seal in the upcoming week.