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:07/02/2025

  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 am rejecting this response because:

   

  The home was built in 2022. The builder stated the high pressure of 115psi would stabilize after more homes were built. As of June 2025, the water pressure was still at ******. In order to avoid expensive catastrophic potential damages to my home, I installed a pressure reducing valve as required.

   The Texas Minimum Construction Standards Effective January 1, 2015, pg. 23 (standards attached) states the following:

   

  Water Pressure:  The average static pressure at the building entrance shall be between ***** psi.  If pressure exceeds 80 psi, an approved pressure reducing device shall be installed.  If pressure is less than 40 psi, a thorough evaluation shall be conducted to determine the reason(s) for low pressure and appropriate corrective measures shall be completed.

  I respectfully, request the builder reimburse me as requested.

  Business Response

  Date: 07/03/2025

  To Whom It May Concern,
  We are writing in response to the complaint submitted by Mr. ******** regarding the request for a water pressure regulator installation and reimbursement.
  Mr. ******** closed on his home over a year ago, and our stance regarding this matter remains unchanged from the time of closing. The buyer was informed during the purchase process that when a subdivision is newly developed and there are few occupied homes, water pressure levels may be higher than normal due to lower overall usage in the area. As additional homes are completed and more customers begin to occupy the subdivision, the water pressure will naturally stabilize as demand increases.
  At the time of the buyers closing, we explained this to him, and it was understood that water pressure concerns would adjust over time as the community developed. We do not install water pressure regulators as part of our standard construction process or warranty obligations, and we are unable to make an exception in this case.
  We remain committed to providing quality homes and clear communication to our buyers, and we believe this matter was addressed thoroughly at the time of closing.
  Thank you for allowing us the opportunity to respond.
  Sincerely,

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

  CEO

  Customer Answer

  Date: 07/07/2025

  Dear BBB and ZIA Staff, 

  I never accepted an out of standards water pressure as falsely claimed by the builder. If so, please substantiate your claim.

  More importantly, a new construction home shall never have been put on the market without meeting the minimum standards as outlined on the Texas Minimum Construction Standards Effective January 1, 2015.

  Thank you for your understanding.

  Customer Answer

  Date: 07/07/2025

  Dear ZIA homes,

  In addition to failing to install a water pressure reducing valve, the skylights installed in the home were improperly installed; Thus, the main skylight in the game room has been leaking.

  Please see picture attached to review the leak. If you would like more information on this issues or the several other deficiencies of the *** home, please do not hesitate to reach out. I will be happy to provide them to you.

  Thank you,

  Sincerely,

  Poorly built *** home customer. 

   

  Business Response

  Date: 07/08/2025

  To Whom It May Concern,
  We are writing in response to the updated complaint submitted by Mr. ******** regarding alleged construction quality concerns and skylight leaks.
  It is important to note that Mr. ******** closed on this home over a year ago, and the warranty period for the property has since expired.
  We stand firmly behind the quality of the homes we build and reject the claim that this home was poorly constructed. All homes, regardless of age, require ongoing homeowner maintenance, including the annual inspection and resealing of roof penetrations such as skylights to prevent leaks due to normal weathering and wear. These are standard homeowner responsibilities and are not covered under warranty after its expiration.
  Additionally, we would like to note that the scope of the original complaint submitted to the BBB was regarding a request for a water pressure regulator. We have previously addressed this matter, and our stance remains the same: water pressure in new subdivisions may initially be higher and stabilizes as more homes become occupied, which was clearly explained to the buyer at the time of closing.
  Introducing new, unrelated issues to the BBB after the warranty period has expired is not an appropriate use of the BBBs resources. We respectfully request that the BBB limit its review to the original complaint filed.
  We take pride in delivering quality homes and clear expectations to our buyers and believe we have addressed this matter thoroughly and appropriately.

  Respectfully

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

• Initial Complaint

  Date:11/11/2024

  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 purchased a new home from Zia builders in the **************************** area. The problems began soon after our first mortgage payment, when a light rainfall exposed multiple leaks in the roof of our almost half-million-dollar home. We initially reached out to **** warranty department via email, but received no response. After multiple follow-ups, we finally managed to get a reply only after we reached out via social media channels, but when the warranty representative responded she was dismissive and appeared irritated by our concernsan unprofessional response given the seriousness of the damage. Over the next couple months, Zia reportedly sent contractors on four occasions to inspect the roof, yet the leaks continued and worsened with each rainfall. One of the contractors noted significant errors in the original roof construction, which he believed were causing the leaks. This persistent leakage has caused substantial water damage throughout the home, including warped door frames and spreading stains on walls and ceilings. Following more complaints, *** sent a roof inspector along with one of their builders to conduct a thorough assessment. They confirmed issues with the roofs construction but informed us that only ************** could release the findings. Despite our repeated requests, we have only been told that the report is pending management approval, leaving us in the dark about what was done. Recently, heavy rains caused additional leaks, with water damage now affecting the garage framing, which is beginning to warp and shows signs of potential collapse. We are concerned that Zia Home Builders is stalling repairs until our warranty expires, leaving us responsible for the costs caused by their construction errors. The lack of transparency, accountability, and professionalism from *** is unacceptable.

  Business Response

  Date: 11/11/2024

  We want to thank the homeowners for reaching out and bringing their concerns to our attention. We understand that experiencing roof leaks is a significant inconvenience, and we want to assure them that we are fully committed to resolving this issue as quickly and efficiently as possible. Zia Homes has been actively working on repairing the leaks as they are identified, including the most recent one reported, and we take these matters very seriously. Our team is currently in communication and in the process of addressing the necessary repairs with the homeowners. When certain steps are taken for reoccurring or repeated issues, an inspection to help identify the possible sources of each leak may be necessary and taking the appropriate steps to repair and prevent further issues. We have not declined to address any of the items theyve raised, and rest assured, we will continue to work with them until the issue is resolved. In fact, there is already a repair/replacement scheduled for the recent issue prior to us receiving notice of this complaint. As we mentioned, our goal is to provide a solution that not only resolves the immediate leaks but also ensures the long-term integrity of their roof. We appreciate their patience as we follow the necessary steps to ensure a quality repair. We are here to ensure that their home is properly cared for, and we will continue working with them to bring this matter to a satisfactory conclusion.
  

• Initial Complaint

  Date:06/03/2024

  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.

  This is the second leak our house has had. We bought it November of 2021. We have paperwork stating *** has a 10 year builder warrenty to cover roof repair, yet they refuse to help and repair the roof. Dealing with their warrenty department in general is unpredictable, because they say some one will come to your home on a certain day around a certain time and no one ever shows up. You can have a date set for a 30 day or 1 year warrenty discrepancy and they don't finish or even come to fix what was reported. We have a few items that still are not complete from out 1 year warrent. And at this point my concern is just repair the s***** job they allowed the roofers they hired to do originally. This is not good business they are most definitely in the business of production over quality and it shows in my house and my whole neighbor block of zia homes houses who have had multiple issues as well to include major gas leaks. Do not buy with zia homes even though the incentives look appealing. It is not worth it. All around you can see the low tier work they allow people to provide for them *** leave it uncorrected. Something as simple as caulking looks like s*** in these zia homes, and with something that simple I guess I shouldn't be surprised the issues myself and my neighbors are having.

  Business Response

  Date: 06/19/2024

  After speaking with my team, all repairs that were submitted on the 1-year list have been completed. Roof repairs that were reported in the 1st year of warranty were repaired, none per reported in the patio area. 
  Based on the Home of Texas Warranty they purchased with the home the roofing is only covered in the first year of the warranty. After the 1st year of warranty, it becomes the homeowner's responsibility to conduct yearly maintenance. The closing date for this address is 11/10/2021, therefore they are out of their 1-year warranty with Builder. 
  
  The structural 10-year warranty only covers major defects in the structure of the home, roofing is not a major defect per Home of *****. I've attached a copy of the Home of Texas for reference.

• Initial Complaint

  Date:09/28/2023

  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.

  ZIA HOMES: We have MOLD, which was caused by a waterline being punctured during construction. We have been dealing with this issue for 4 months now. We have a 1 year warranty, which this is covered under. The mold was found on the exterior of the house and on the inside of the house behind the kitchen sink. The interior repairs were completed.There was NO work done to the exterior of the house. Upon using their infrared to detect moisture, the restoration company advised that the exterior wall needed to be opened up 2 feet on each side of where the mold was located, remove the mold, and the rotted material would need to be replaced. The work to the exterior of the house was NEVER completed but Zia Homes and ***************************** said all the work was completed and refused to have a verbal conversation with us or provide any documentation supporting their statement.Finally Zia Homes provided photos showing completed work to the interior, the same photos I already provided to them of the interior, saying this is the ONLY report they have showing any repairs and there is no report showing exterior repairs. We again, pointed out that is the issue that there were NO repairs done to the exterior. ****** is now trying to push blame on American Restoration: my warrant is with ZIA Homes, not American Restoration ****** told us that she nor her "staff will be responding to any my request" on this matter. Email attached. showing that she has NO proof to support her report that the mold was repaired. Our exterior wall was only opened enough to see the cause of the leak, then was "temporarily sealed" with no 4'x2' cut out to rip out and replace the mold and rotted materials. (photo)ZIA Homes has breached their contract.ZIA Homes has failed to complete the restoration of the mold that was caused BY ZIA while the home was under construction.ZIA Homes has no proof showing MOLD and rotted material was removed and properly replaced, yet they say that this was complete.

  Business Response

  Date: 10/16/2023

  We have already addressed this complaint previously. Providing multiple complaints regarding the same issue does not change the outcome.  We have responded to ******************** on previous complaint 59171068-62CC4.  We have provided all the documentation requested and have not change our response.  Previous response below.

  We sincerely appreciate your taking the time to bring your concerns to our attention through your Better Business Bureau complaint. Please allow me to express our gratitude for your feedback, and to extend our apologies for any inconvenience you may have experienced as a result of the issue you raised.
  
  Your feedback is invaluable to us, as it enables us to continuously improve our products and services. We want you to know that we take your concerns seriously and are committed to resolving the problem promptly and effectively.
  
  Our team has thoroughly reviewed your complaint and is actively working to address the underlying issue. We understand how frustrating it can be when expectations are not met, and we are fully dedicated to ensuring a satisfactory resolution for you.  The current remedy for the situation which our team has been implementing is the correct and only remedy we will be implementing.
  
  Once again, we apologize for any inconvenience this issue has caused you. Your satisfaction is of the utmost importance to us, and we are determined to regain your trust in our products and services.
  
  If you have any further questions or would like to provide additional information, please feel free to reach out to our warranty customer service team at ************.  We are here to assist you in any way we can.
  
  Thank you for your understanding and patience as we work through this matter.
  
  Respectfully, 
  *********************************
  CEO
  
  

• Initial Complaint

  Date:08/16/2023

  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.

   I am rejecting this response because:
  The company has still yet to provide documentation from American Restoration in regards to what work was completed. Zia advises they will not share this information.  I called American Restoration and the work is under warranty but I do not have rights to the warranty unless I have the documentation as American Restoration does not have the paperwork and states they gave it to Zia Homes. I asked American Restoration if there was any reason *** would be unwilling to share the documentation and they said NO. There is no confidential information on their documents. 

  The only reason I can think of ZIA not wanting to share the documentation on my house, is because they did not complete the mold repairs up to ***** regulations and have misrepresented their contact and have fabricated the extent of repairs. 

  If I legally have to disclose the mold and repairs when I sell this house,  how can I do that when *** refuses to legally disclose? How do I use the warranty if *** refuses to provide me the proper documentation? 

   

  
  their observation. They also refuse to provide documentation. My countertop on one end had to be take out and when they did this- they broke it. They refused to replace the counter top with a matching piece, so my kitchen is NOT what I agreed to at my walk through and closing. ******* had me drive to 2 different locations to pick out new counter tops, and promised compensation for our time without a kitchen. Conveniently for them, ******* was let go during this process, so someone named ****** is refusing to honor anything and does not see why they would need to make me hole. I have asked to speak with *************************, the owner, and I was told "******* does not believe this warrants a phone call". IF that is true-Shame on you *************************. Not to mention the 8 other issues on my warranty list that have yet to be completed and now they are refusing to do. Making up excuses as to why it wont be covered ,and that they can not prove nor show me where or why this would be denied.

  Business Response

  Date: 08/21/2023

  We sincerely appreciate your taking the time to bring your concerns to our attention through your Better Business Bureau complaint. Please allow me to express our gratitude for your feedback, and to extend our apologies for any inconvenience you may have experienced as a result of the issue you raised.
  
  Your feedback is invaluable to us, as it enables us to continuously improve our products and services. We want you to know that we take your concerns seriously and are committed to resolving the problem promptly and effectively.
  
  Our team has thoroughly reviewed your complaint and is actively working to address the underlying issue. We understand how frustrating it can be when expectations are not met, and we are fully dedicated to ensuring a satisfactory resolution for you.  The current remedy for the situation which our team has been implementing is the correct and only remedy we will be implementing.
  
  Once again, we apologize for any inconvenience this issue has caused you. Your satisfaction is of the utmost importance to us, and we are determined to regain your trust in our products and services.
  
  If you have any further questions or would like to provide additional information, please feel free to reach out to our warranty customer service team at ************.  We are here to assist you in any way we can.
  
  Thank you for your understanding and patience as we work through this matter.
  

  Respectfully, 

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

  CEO

  
  

• Initial Complaint

  Date:06/20/2023

  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 am rejecting this response because:
  
  First of all, that is a complete lie you did not try to fix door by cutting sheet rock or cutting st stucco the person that came out to repair door, was trying to cut into the actual sliding door frame, which is not in no way the way to do it I encourage you to come back and cut the sheet rock and stucco to fix sliding door issue. On the other hand I will not let you guys cut into door frame as it will make the door look unappealing. 

  Business Response

  Date: 06/26/2023

  Homeowner reported an issue with one sliding glass door only opening about 40%-50% on one side. Our team sent the trade out to examine the door and was advised the door needed adjustment regarding the frame. Our team has since been out to the home to address the issue by adjusting the door without any demo, specifically on 6/22/23. While one door is opening 100%, the other door still needs to be adjusted since it is only opening about 90% now.The doors do latch correctly and do not pose a safety issue, however the homeowner was not satisfied with the door not opening 100%. While at the appointment, our Warranty Manager mentioned to the homeowner that we can adjust the door better if we were to access the framing above the door, but the homeowner refused this option as he did not want us to cut the stucco or drywall to address correctly. While the door is opening much more now, we stand by our recommendation to adjust the door by accessing the frame inside the walls. Unfortunately, without the homeowners permission, we are forced to leave the door as is.  We do, however, want the opportunity to finish the work, so we are unsure why the homeowner has submitted a claim when we have offered to repair as necessary and as noted under the ************* Handbook we provided prior to closing. We currently have his warranty claim open, but in the event the homeowner refuses service again, we will have no option other than to allow the homeowner to decline their warranty option with us and repair as they please outside of a warranty claim. 

  Business Response

  Date: 07/07/2023

  I believe there is some misunderstanding.  Our apologies if we did not communicate effectively.  We want to adjust by cutting into the stucco and sheetrock.Color variances in paint and stucco will occur, considered cosmetic and will not be addressed after repair is completed unless we deem it as a major variance.  Please advise if this resolution is accepted.