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:08/05/2024

  Type:Customer Service 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.

  When I moved into my new house in February 2024 I went over the house with an R&R representative. The Rep informed me that I have 12 months warranty on the house and anything I find I can submit a warranty work with R&R. I am founding out that this is not accurate. Every phone number you dial to the company is a voice recorded message asking you to leave a message. A message that is never returned. This is not the way an A- BBB rating company should operate. I would like an effective way to submit my work order before the 12 months expired and it will come out of my pocket to fix. This is the responsibility of the builder to fix this issue under the warranty. The work required are the front door does not have proper sealing. All the ** or heat are being released to the outside. The back yard has a huge depression that collets rainwater and is a good mechanism to breed mosquitoes. Request those items corrected as soon as possible.

  

  Business Response

  Date: 08/06/2024

  Hi ****,

  We do offer the 12 month warranty and all complaints that are non-emergency have to be submitted in your warranty portal as notated in your closing folder given at closing. There is a QR code and link there for you to submit those warranty issues as our warranty team is not in office, but out in the field all of the time. 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: I was given Welcome Home booklet but there isn't a QR code as stated. The *** address listed in the booklet ************************ sends me to a website. When I entered the Username and Password written down in the booklet, it does not recognized either.  I have tried many area (s) I can find to relay my warranty findings. We should not have to go through hoops and other challenges just to input warranty work. It should be a lot easier than this. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/09/2024

  ****, 

  I'm forwarding this message and issue to our warranty team and you should be receiving a call or email shortly. 

• Initial Complaint

  Date:06/02/2024

  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 purchased our home in July of 2022. At that time we expressed concerns over several items that we were assured would be corrected after the blue tape walk through and that once documented the work would take place to correct. Several items were left unrectified and after closing it became clear they had zero interest in the repairs. This complaint is around the incorrect drainage and grading of our lot. We raised this concern prior to closing and were told that as long as the water drained within 2 days, they were within code. The water does not and never has drained within 2 days. As you can see from the photo the neighbors have no standing water and we are using a small pump to keep our yard from flooding. This same builder has now built a house on the other side of ours (approx a year after we closed) and graded that lot also towards ours. We are now the low spot in the middle of 2 houses and the water has nowhere to go. R&R should rectify the drainage issues they have created through the improper grading of 2 lots.

  

  Business Response

  Date: 06/04/2024

  Hi *******,

  We are so sorry to hear about this issue you are experiencing. We have sent two members of our development team out to the area to access the situation. We are already talking through what options we have to alleviate this issue once the storms have passed. We will be in touch soon.

  Thank you

  Customer Answer

  Date: 06/07/2024

  
  Complaint: : I am rejecting this response because: the issues are not yet fully resolved. R&R is stating that the issues are related to one neighbors yard to our left, their house was built and concrete poured prior to ours. There was also no mention of the fact that the house built to our right (after ours) also flows into our yard, this was also graded by R&R. I am appreciative of the quick response but would like the issue to remain open until fully resolved.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/19/2024

  R & R Homes has reviewed drainage and will be working with our development team to formulate a plan if these issues cause problems with driveways or the foundations of our homes.  Other builders have completed homes, in this area and we have reached out to discuss solutions.   

  Customer Answer

  Date: 06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: no action has yet taken place.  During heavy rains our yard floods because grading was not done properly. One of the homes in question was completed before ours, and therefore R&Rs responsibility to take into consideration when grading our lot. The second home in question is an R&R home completed after ours, and again their responsibility to consider. Both of these lots run towards ours, they have no water standing as it is all in front of our home. This is unacceptable regardless of foundation or driveway as it ruins the landscaping which is also a considerable expense. They created this issue, why isnt it their responsibility to rectify? I should not be surprised since this is the same reaction Ive received anytime Ive asked for something to be corrected.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/04/2024

  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.

  We closed on our house on 10/28/2022 R&R failed to deliver on many promises from the sales process. In our final blue tape inspection we pointed out a myriad of issues in the home including:Electrical issues Drywall issues Paint issues Placement of light fixtures Not providing items promised in the custom build price(cutting board, additional outlets, cat5 wiring instead of Ethernet)Cabinetry issues Window issues (windows were not caulked appropriately)Stained carpets (carpets were stained while completing the build and were to be cleaner or replaced)The list goes on and on We have continued to reach out to the company with little to no response. They got our money and left with no worry about the caliber of home they left behind.In the following months after closing our cabinets begun to separate from the walls, our brick on the front of the house has cracked and is falling off, our electrical outlets short, trip our breaker and have ruined our refrigerator. Our grass sank next to our septic system, we have had continual flooding in our front yard due to poor drainage.

  

  Business Response

  Date: 02/12/2024

  Hi *********, 

  We have checked all valid email addresses and phone logs and have not been able to find any missed communication from you or your husband since October 2022. We have escalated this situation to our warranty department who should be reaching out ASAP to schedule a time to come visit your home and access these issues. 

  We are sorry you've had this experience. We take pride in the homes we built, and we want to make sure you and your family love your home.

  Customer Answer

  Date: 02/14/2024

   
  Better Business Bureau:
  
  While this statement is incorrect, there was communication post ******* I am happy with the work that ***** has done to rectify this situation and make this right.

  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:02/10/2023

  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.

  R&R Homes has failed and refuses to remediate a ************ issue in my home. I would like the issue to be resolved and the water leak fixed.

  

  Business Response

  Date: 06/05/2023

  We are sorry to hear that you are unhappy in your home and that your experience has been unsatisfactory so far.  We have made every effort to address the water issues in your home.  We sent the pluming company twice, sent the ****************** twice, sent our sprinkler company three times and our Director of ************* has been at your home several times trying to find the water leak.  

  We have not found any indication that there is water leaking up through the middle of the slab in your living room/hallway.  To the degree that we even hired a leak detection company to investigate and find where the water would be leaking into your home.  They found no water leakage.  

  We genuinely want you and your family to be happy in your brand-new home.  We have taken every recourse available to remedy this situation for you.  

  Please refer to your Homeowner Guide and 10 year warranty if you have any other questions. 

  Sincerely,

  R & R Team

  Customer Answer

  Date: 06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  R&R Homes and their warranty department are and have been aware of our issues and continuously fail to make things right with excuses at every turn. If they truly cared to make things right, they have our contact information and would have reached out to us to do so, as we have had many back and forth correspondence with warranty regarding our problems. The company stating they have no record of addendum/warranty issues was said out of blatant dishonesty. We certainly feel their reply was to only satisfy their BBB complaint against them. We have no way of putting in a warranty request as our warranty time is past the year *****  
  
  Sincerely,
  
  *************************