Complaints

This profile includes complaints for Highland Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Highland Homes

  5601 Democracy Dr STE 300 Plano, TX 75024-3674

• 

  Highland Homes-Houston Ltd.

  10603 W Sam Houston Pkwy N Ste 300 Houston, TX 77064-4660

• 

  Highland Homes - San Antonio, LTD

  3619 Paesanos Pkwy Ste 114 San Antonio, TX 78231-1263

• 

  Highland Homes - Austin, LTD

  13785 Research Blvd. Ste. 150 Austin, TX 78750

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:05/07/2025

  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 in Jun 01 and have had problems from the company with no solutions. 1st problem months later being in home I put in a request to fix our backyard retaining wall due to cracks and it sitting below my behind neighbors home potential for a collapse. I have small kids I didn't feel safe letting them play in the backyard. They came out and patched the crack up fast about a month later the crack is back. So we find out the wall does not have drains to allow the water to run out. Later they install drains that should have been there like every other home. We didn't have enough drains in our yard as well which caused water to pool constantly adding to the mold buildup and moisture retention. They were slow to add a few drains but not enough and still to this day. I have water retention issues. I take really good care of my lawn and walk my home often I notice a crack in the foundation in the backyard where the water pools and they haven't fixed. Cracks in walls and doors sticking elevates foundation concerns. I put in a work order the worker **** came took a few pictures and sent it to the engineer. Days go by and I haven't heard back from him which is the usual. I reach out to him and he said he will call me right back In 20 minutes. That turned into a few days. I reached out and called him for a follow up. He stated he sent the pics to his engineer who said he done "think" its a foundation issue. This engineer never came out and only looked at the pics **** sent. This homebuilder is garbage and don't honor their work. Finally I changed out my gas range that came with the home for an electric one. My range outlet is not working and this company tells me they can't cover it. . So I pay an electrician to come do the job of this company that should have been done. If I never changed out my gas range I would have never known it wasn't working. I have so much to say but ran out of characters whoever is reading this avoid this company!

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  In his contract with Highland, ******* ****** (the Customer) agreed to use the Highland Homes (Highland) dispute resolution process to resolve every subject and type of complaint.
  
  This process is administered independently by a third-party and governed by written agreement.
  
  The Highland dispute resolution process is multi-tiered to provide reasonable,efficient stages to submit a complaint, receive individual attention from a trained administrator, and, if needed, be assigned a licensed engineer or construction professional to evaluate the complaint and property conditions.  The Customer then has several further steps of increasing sophistication if the Customer disagrees with any determination and wants to appeal or have a decision reviewed.  This system grants procedural due process protection and complexities that are far more extensive than the BBB complaint process.  
  
  Highland previously delivered to the BBB a copy of the 55-page document for its dispute resolution process by which the Customers complaint is adjudicated fully and resolved fairly.
  
  The Highland dispute resolution process is stated in writing in the Sales Agreement and Limited Warranty that constitute a binding agreement between the Customer and Highland.  The Customer agreed to use Highlands process in every dispute and cannot disregard it and decide unilaterally instead to invoke the BBB complaint process.
  
  Further,should the Customer refuse to accept the findings from the third-party warranty administrator, the Sales Agreement between the Customer and Highland provides for arbitration administered under rules of the ********************************* 
  
  ALL DISPUTES RELATING TO THE INTERPRETATION AND/OR IMPLEMENTATION OF THIS LIMITED WARRANTY OR OTHERWISE ARISING IN CONNECTION WITH THE CONSTRUCTION OF THE HOME OR THE CONSTRUCTION CONTRACT WILL BE RESOLVED THROUGH THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES (WHICH INCLUDE BINDING ARBITRATION) SET FORTH IN THIS LIMITED WARRANTY, EXCEPT TO THE EXTENT THAT THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES CONFLICT WITH THE ARBITRATION AND DISPUTE RESOLUTION PROVISIONS SET FORTH IN THE CONTRACT DOCUMENTS GOVERNING THE PURCHASE OF THE HOME CONSTRUCTED BY THE BUILDER, WHICH WILL BE CONTROLLING.
  
  The Customer, having previously agreed to use the *** rules and arbitration process may not now reject it and attempt to use the BBB complaint process.
  
  Finally,with respect to this Customer, Highland Customer Care Manager **** ***** has been the point of contact in connection with the Customers warranty requests. Highland has evaluated the Customers foundation-related concerns and does not believe a foundation issue exists. Should the Customer disagree, the above-detailed process is available to him. With respect to the gas stove issue, the Customer determined on his own accord after closing to replace his gas stove with an electric stove. In order to make the switch, Customer was required to install an electric plug. Original construction at the home was for a gas stove, and the Customers own decision to change his fixture following his purchase of the Home required additional work that was never the responsibility of Highland.
  

• Initial Complaint

  Date:02/07/2025

  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 filing a complaint against Highland Homes regarding significant issues with the windows in our newly purchased home, acquired in September 2024. Despite their claims on the website of "high-performance vinyl windows," "award-winning homes," and providing the "highest level of quality, customer care, and architectural beauty," our experience has been the opposite. Furthermore, they assert that "our business is built around relationships, not cutting corners,"Issues with the Windows:During construction, the construction manager informed us that the windows were incorrectly installed, causing water intrusion and mold growth, which was repaired by the builder.We discovered cracked, loose windows with faulty latches, which were partially repaired, but issues ************* month later, we noticed loud whistling noises from improperly installed molding, and weep holes were inconsistent, trapping water and debris.Several dangerous incidents occurred when window latches failed, including windows falling toward our mother-in-law and posing a risk to our 16-month-old child.Weatherstripping was poorly installed, causing additional noise and poor ************** window leaked over a cup of water after only 30 minutes of rain. This occurred twice. Builder's Response:The construction manager acknowledged subpar window quality and switched manufacturers. Despite our request for full window replacement, we were denied.The warranty team inspected the windows and offered short term fixes but did not address our request for full replacement.The window company replacing glass criticized the quality, calling the windows "shitty" and stating some windows required replacement.We paid over $550K for this home and were promised high-quality construction, but after 15 service visits, the builder has failed to resolve the issues. We believe Highland Homes has engaged in false advertising and failed to deliver on their promises of quality and customer care.

  Business Response

  Date: 02/12/2025

  Date:February 12, 2025
  
  In their contract with Highland Homes *********** (Highland), co-Buyers **** **** and ***** **** (collectively, the Customer) agreed to use the Highland dispute resolution process to resolve every subject and type of complaint.  This process is administered independently by a third-party and governed by written agreement.
  
  The Highland dispute resolution process is multi-tiered to provide reasonable,efficient stages to submit a complaint, receive individual attention from a trained administrator, and if needed, be assigned a licensed engineer or construction professional to evaluate the complaint and property conditions.  The Customer then has several subsequent steps of increasing sophistication if the Customer disagrees with any determination and wants to appeal or have a decision reviewed.  This system grants procedural due process protections and complexities that are far more extensive than the BBB complaint process.  
  
  Highland previously delivered to the BBB a copy of the 55-page document for its dispute resolution process by which the Customers complaint is adjudicated fully and resolved fairly.
  
  The Highland dispute resolution process is also stated in writing in both the Sales Agreement and Limited Warranty that are a binding agreement between the Customer and Highland.
  
  The Customer agreed to use Highlands process in every dispute and cannot disregard it and decide unilaterally instead to invoke the BBB complaint process.
  
  ALL DISPUTES RELATING TO THE INTERPRETATION AND/OR IMPLEMENTATION OF THIS LIMITED WARRANTY OR OTHERWISE ARISING IN CONNECTION WITH THE CONSTRUCTION OF THE HOME OR THE CONSTRUCTION CONTRACT WILL BE RESOLVED THROUGH THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES (WHICH INCLUDE BINDING ARBITRATION) SET FORTH IN THIS LIMITED WARRANTY, EXCEPT TO THE EXTENT THAT THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES CONFLICT WITH THE ARBITRATION AND DISPUTE RESOLUTION PROVISIONS SET FORTH IN THE CONTRACT DOCUMENTS GOVERNING THE PURCHASE OF THE HOME CONSTRUCTED BY THE BUILDER, WHICH WILL BE CONTROLLING.
  
  Further,if a matter is not resolved pursuant to the ACES intervention process, the Sales Agreement between the Customer and Highland provides for arbitration administered under rules of the *********************************  The Customer having previously agreed to use the *** rules and arbitration process may not now reject it and attempt to use the BBB complaint process.
  
  In addition to the BBB being the inappropriate forum for Customers complaint,Highland Division Warranty Manager ***** ******** is in the process of working with Customer to address the window installation issues about which Customer has complained.  The process is ongoing.  In connection with this process, Highland has committed to address any installation issues (and has already made some repairs in connection therewith) and to restore any other elements of the home impacted by the repair work on the windows.
  

• Initial Complaint

  Date:01/18/2025

  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.

  Complaint Against Highland Homes I am filing this complaint due to Highland Homes refusal to take responsibility for a $24,000 plumbing repair caused by poor construction and materials used in my home. Their email response to my request for assistance contained inaccuracies and failed to address the root cause of the issue.History of Plumbing Issues:1. September 2019: Plumbing backed up due to a landscaper driving a stake too deep, cracking a pipe. Highlands plumber fixed it and verbally noted poor pipe quality.2. December 2019: A second plumbing backup occurred because the crack extended to the street connection. Highland repaired it.3. October 2022: A leak behind a toilet revealed poor installation. Highland reimbursed me after I paid $350 for initial repairs.4. Summer 2023: A leak near the tankless water heater was caused by an upside-down vent installed during construction. I paid $200 to fix it.5. September 2024: Multiple sections of plumbing under the foundation were cracked and broken, leading to $24,000 in repairs. The contractor who fixed it stated verbally that the damage was caused by improperly **** ***** and poor-quality materials used during construction.Highlands Response:They claimed the mechanical warranty expired in September 2021 and denied reimbursement because I didnt notify them before repairs. However:1. This was an emergency repair to prevent further damage and keep my home habitable.2. The issue is part of a larger pattern of construction defects and poor-quality materials.3. The 10-year structural warranty (valid through 2031) should apply since plumbing under the foundation directly affects the homes structure.Desired Resolution:I am requesting reimbursement for the $24,000 repair costs due to Highlands negligence in construction. This is the latest in a series of plumbing issues that started immediately after I moved in. Their refusal to acknowledge this pattern is unacceptable.

  Business Response

  Date: 02/04/2025

  Date: February 4, 2025
  
  Builder:  Highland Homes-Houston, LLC (Highland)
  
  In his contract with Highland, Mr. ****** agreed to use the Highland dispute resolution process to resolve every subject and type of complaint. This process is administered independently by a third-party and governed by written agreement.
  
  The Highland dispute resolution process is multi-tiered to provide reasonable, efficient stages to submit a complaint, receive individual attention from a trained administrator, and if needed, be assigned a licensed engineer or construction professional to evaluate the complaint and property conditions.  The customer then has several further steps of increasing sophistication if the customer disagrees with any determination and wants to appeal or have a decision reviewed.  This system grants procedural due process protections and complexities that are far more extensive than the BBB complaint process. Highland previously delivered to the BBB a copy of the 55-page document for its dispute resolution process by which the customers complaint is adjudicated fully and resolved fairly.
  
  The Highland dispute resolution process is stated in writing in the Sales Agreement and Limited Warranty that are a binding agreement between the customer and Highland.  The customer agreed to use Highlands process in every dispute and cannot disregard it and decide unilaterally instead to invoke the BBB complaint process.
  
  
  ALL DISPUTES RELATING TO THE INTERPRETATION AND/OR IMPLEMENTATION OF THIS LIMITED WARRANTY OR OTHERWISE ARISING IN CONNECTION WITH THE CONSTRUCTION OF THE HOME OR THE CONSTRUCTION CONTRACT WILL BE RESOLVED THROUGH THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES (WHICH INCLUDE BINDING ARBITRATION) SET FORTH IN THIS LIMITED WARRANTY, EXCEPT TO THE EXTENT THAT THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES CONFLICT WITH THE ARBITRATION AND DISPUTE RESOLUTION PROVISIONS SET FORTH IN THE CONTRACT DOCUMENTS GOVERNING THE PURCHASE OF THE HOME CONSTRUCTED BY THE BUILDER, WHICH WILL BE CONTROLLING.
  
  Further, the Sales Agreement between the customer and Highland provides for arbitration administered under rules of the ********************************.  The customer having previously agreed to use the *** rules and arbitration process may not now reject it and attempt to use the BBB process.
  
  Finally, Mr. ******* complaint made to the BBB is centered upon his allegations regarding a plumbing issue at his home.  Mr. ****** purchased this home on September 6, 2019; the two-year plumbing warranty therefore expired on September 6, 2021. Accordingly, there was no warranty regarding Mr. ******* plumbing in place for three (3) years prior to Mr. ******* alleged damages.  Likewise, despite his obligations under the Limited Warranty, Mr. ****** had the plumbing repairs performed by a third party prior to even notifying Highland of the plumbing issues purportedly repaired.  In effect, the Limited Warranty expired well before Mr. ******* claim was made, and he failed to follow the appropriate procedure had that Warranty still been in effect.

  Thank you.

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   

  I appreciate Highland Homes response but strongly disagree with their claims. While they point to their dispute resolution process, my complaint is not about a routine warranty issueits about fundamental construction defects caused by Highlands poor workmanship and materials.
      1.    Pattern of Defective Work
          Within the first week of ownership, a pipe cracked due to poor-quality materials.
          Over multiple years, numerous plumbing failures occurred, including:
          An improperly installed toilet connection.
          An upside-down vent causing water damage.
          A major foundation plumbing failure that cost me $24,000 to repair.
          These are not normal issues but signs of systemic construction defects.
      2.    Highlands Failure to Address Issues
          Their warranty may have expired, but latent defects (hidden problems) are still the builders responsibility.
          Highland never informed me that my home was built using cheaper-grade materials and poorly **** *****, as confirmed by my plumber.
      3.    Legal Action Is Pending
          Since Highland refuses to take responsibility, I am pursuing legal action under Texas law.
          I urge other homeowners to document defects and seek legal counsel if facing similar issues.
  
  Highlands refusal to acknowledge their longstanding construction failures shows a lack of accountability. While they want to force arbitration, I intend to fight for a fair resolution through legal means.

• Initial Complaint

  Date:12/03/2024

  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.

  Hello,My name is ******** *****. I currently live at my only and primary residence listed above. My home is 2 years and 3 months old. I have a structural defect in my home. On 10/9/24, I began to walk around the interior of my home just to check to ensure no roof, wall, window leaks or damages from the hurricane ******. When I walked into the 3rd bedroom/my office the carpet was saturated with water coming in through the floors/carpet. I checked the master bedroom and the same thing was water coming up through the floors. I got towels and attempted to dry some of the water but it went ****** I risk mold and mildew. I have videos and pictures. I have also called highland homes and was not able to get in contact with anyone. I have a ********************************************** pay but emailed they will deny the claim. My homeowners insurance denied my claim. In order to complete what highland half did when building my home. The cost is ******* **** has also declined. My neighbors are not experiencing this loss. I was 2nd to close in phase 2 on 9/6/22. I feel they half built my home. I watch them build every home within the community. Now Im in extreme debt trying to pay my mortgage and repair/ dig up the side and back of my home. Now everytime it rains water is coming into my home. Thank you in advance.

  Business Response

  Date: 12/03/2024

  December 3, 2024

  Dear *** *****, 

  The BBB notification of your complaint was received today; however, it was sent to Highland Homes in *****, with affiliates in San Antonio, Austin, ******, and Houston areas. 

  Highland Homes does not have any operations outside the State of ***** and are not affiliated with your builder, Highland Homes in ********

  Please send your request to:

  Highland Homes
  ******************************* Suite 101
  Lakeland, ** 33803
  Corporate Office: ************
  New Home Inquires: ************

  *****************************************************;

  Thanks,

  Highland Homes considers this case answered and closed.

   

• Initial Complaint

  Date:10/22/2024

  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 husband and I purchased a brand knew home from Highland Homes in 2020. My paint is peeling off of my home. They came out within months of purchased and patched up the paint. Now the paint is peeling off the entire house. A representative from Highland Home and ******* ******** came out to inspect it. The representative from ******* ******** took a sample and sent it to the lab to be inspected. I received a phone call from a Highland Home representative saying that they did not clean my house before they started painting. In other words they put paint over a dirty house. Now I was told that I would have to pay to get it painted when it is their mistake.

  Business Response

  Date: 11/01/2024

  November 1, 2024 

  
  Builders response to the ******'sBBB Complaint #********, received on 10/22/24
  
  In their contract with Highland Homes, *** and Mrs. ****** agreed to use the Highland Homes dispute resolution process to resolve every subject and type of complaint regarding their home at ***********************************************, which originally closed on or about February 28, 2020.  This process is administered independently by a third-party and governed by written agreement.
  
  The Highland dispute resolution process is multi-tiered to provide reasonable, efficient stages to submit a complaint, receive individual attention from a trained administrator, and if needed, be assigned a licensed engineer or construction professional to evaluate the complaint and property conditions.  The customer then has several further steps of increasing sophistication if the customer disagrees with any determination and wants to appeal or have a decision reviewed.  This system grants procedural due process protections and complexities that are far more extensive than the BBB complaint process. Highland previously delivered to the BBB a copy of the 55-page document for its dispute resolution process by which the customers complaint is adjudicated fully and resolved fairly.
  
  The Highland dispute resolution process is stated in writing in the Sales Agreement and Limited Warranty that are a binding agreement between the Landrys and Highland Homes.  The Landrys agreed to use Highlands process in every dispute and cannot disregard it and decide unilaterally instead to invoke the BBB complaint process.
  
  ALL DISPUTES RELATING TO THE INTERPRETATION AND/OR IMPLEMENTATION OF THIS LIMITED WARRANTY OR OTHERWISE ARISING IN CONNECTION WITH THE CONSTRUCTION OF THE HOME OR THE CONSTRUCTION CONTRACT WILL BE RESOLVED THROUGH THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES (WHICH INCLUDE BINDING ARBITRATION) SET FORTH IN THIS LIMITED WARRANTY, EXCEPT TO THE EXTENT THAT THE ALTERNATIVE DISPUTE RESOLUTION PROCEDURES CONFLICT WITH THE ARBITRATION AND DISPUTE RESOLUTION PROVISIONS SET FORTH IN THE CONTRACT DOCUMENTS GOVERNING THE PURCHASE OF THE HOME CONSTRUCTED BY THE BUILDER, WHICH WILL BE CONTROLLING.
  
  Further, should the dispute not be resolved between the parties following an inspection sponsored by the independent warranty administrator, the Sales Agreement between the Landrys and Highland Homes provides for arbitration administered under rules of the ********************************.  The Landrys having previously agreed to use the *** rules and arbitration process may not now reject it and attempt to use the BBB process.
  
  Finally, since the Landrys originally raised concerns about their exterior paint, the Highland Homes Customer Care team has been in communication with them regarding the issue.  While exterior paint is only covered for a one-year warranty term that expired on or about February *******, Highland has offered to provide free exterior paint from ******* ******** to the Landrys in connection with any exterior paint work being performed at the Landrys home.  Highland has made this offer as a customer service courtesy despite possessing no warranty obligation to the Landrys in connection with their exterior paint complaint.  Thus far, the Landrys have rejected the offer.

  Thank you.

  
  

  Customer Answer

  Date: 11/01/2024

  Highland Homes have not resolved the issue. They want me to pay someone to paint me home when it wasnt done correctly. Highland home only want to furnish the paint. I will not agree to that. I want them to send their painters over to paint my home where they did not do it correctly when we purchased it. 

  Customer Answer

  Date: 11/01/2024

  I am rejecting this response because:   Highland Homes have not resolved the issue. They want me to pay someone to paint me home when it wasnt done correctly. Highland home only want to furnish the paint. I will not agree to that. I want them to send their painters over to paint my home where they did not do it correctly when we purchased it. 

  Business Response

  Date: 11/05/2024

  11/05/2024
  
  RE: Builders response to Ms. ******* BBB Complaint #******** rejection reply received on 11/04/2024

  
  Highland has already extensively detailed the process for the ******** to address their concerns regarding Highlands decision on this warranty issue.  Highland will have no further response in this matter.
  
  Thank you.

  Customer Answer

  Date: 11/05/2024

  I am rejecting this response because:   

• Initial Complaint

  Date:09/19/2024

  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.

  The company representative has been out 3 times and always state that normal because the foundation is settling however, I had a foundation person come out and stated that my foundation is settling uneven and if it is not fixed before it will get worse. My ceiling is started to have cracks and the cement is falling off the foundation when all the cement falls off there will be no support holding the up the bricks on the corner of my house. Call the warranty company and the company say they don't have a sign warranty so there is nothing they can do until they get the signed documents from Highland Homes;

  Business Response

  Date: 09/26/2024

  Good morning,

  Please refer to the attached PDF document for the Builder's response to Mr. ****** complaint.

  Thanks,

   

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because: I have turned this over to the attorney **** ******* contact information: email address: *******************************

  Phone# **************,

  Mr. ***** came to my home while I was not at home. He called me and we made an appointment for 4pm and he would call me when he was on his way However, he came at 12:30pm call me while I was at work and only able to see the front half of the house because I have locks on my gates, so he had no entrance to my back yard. I never heard that you would have cracks in your ceiling from a home settling and I have paid a person to inspect my foundation, and it is settled uneven. Mr. ***** for Highland Home is the person was very unprofessional by coming to my home when I was at work and not allowing me to be here. So how can he tell just by looking at the front with all the cement falling off the foundation. I have the right to ask for the warranty company to come and check my foundation because Mr. ***** is not an expert, and he gave me wrong numbers, along with the wrong company. You can attribute with my attorney who name I provided above. Thank You I know I will tell people not to buy a home from Highland Home because they don't honor their word or value their customer.

   

• Initial Complaint

  Date:09/11/2024

  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.

  We bought a new house from Highlandhomes. And found out an uneven wall after couple months . We asking highland home to help. They finish work but it was a bad job . We dont satisfied the outcome and ask the highland home to **** the job. They refused taking anything action other offering two extra painting coat which not solve the situation obviously. Were very disappointed after spending lots of money for our new home.

  Business Response

  Date: 09/26/2024

  Good morning,

   

  Please see attached PDF file for Builder's response.

  Thanks,

  DWL/alc

• Initial Complaint

  Date:08/06/2024

  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 purchase a townhouse end unit in 2021. Having structural problems, by water licking in to leaving room a garage from under the baseboards. After my son spotted mushrooms growing by the sideboard we discovered water have been leaking in. Contacted Highland Homes to explain the problem, was told right away that was not consider a structural problem. No one even bother coming out to check out the problem. From what it looks like, water have been licking through since I purchase the home. The home has a 10year structural warranty. I dont know what to do to take care of the problem. Im afraid theres possibly mold behind the walls already.

  Business Response

  Date: 08/07/2024

  The consumer's home address is incomplete, but based on the residency state (**), please note that Highland Homes is a Texas based employee-owned company (**********************************************************, Houston).  

  This complaint has been sent to the wrong builder.   Highland Homes (**) is not affiliated with any builder entity in the State of Florida.

  Thanks,

  Customer Answer

  Date: 08/07/2024

  This is the correct address to Highland Homes in ***

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

• Initial Complaint

  Date:07/23/2024

  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.

  In 2024, a leak was discovered in my sons closet, resulting in mold growth and damage to the drywall. This issue prompted me to reach out to Highland Homes warranty department immediately. Unfortunately, after four days of unsuccessful attempts to contact them via emails and phone calls, I was forced to hire an independent roofing company to inspect and repair the roof.The roofing company discovered a crack in the flashing, necessitating extensive repairs. These repairs included removing all the shingles, installing new snow and ice shield, re-counter flashing, adding more snow and ice shield on top, and then re-shingling the roof. This was a costly and inconvenient process that could have been avoided had Highland Homes responded promptly.After the repairs, I finally managed to get in touch with Highland Homes warranty department, specifically Mr. *** ***. Upon his inspection, it was revealed that the roof had a history of similar issues. The roof had been repaired in 2021 and again in 2022, under the previous owner, for the same problem.Despite this recurring issue and the clear evidence of faulty construction, Mr. *** stated that Highland Homes would not cover the damage because there are solar panels on the other side of the roof. However, it is important to note that the solar panels have no relation to the valley that was repaired, where the issue lies.I find this refusal to honor the warranty and address the defective construction unacceptable. As a homeowner, I should not be responsible for ongoing repairs due to poor workmanship by the builder, especially within such a short time frame of the houses construction.I am requesting the Better Business Bureaus assistance in resolving this matter. I would like Highland Homes to cover the cost of the recent repairs

  Business Response

  Date: 08/05/2024

  **************************************************************************************************
  
  ****************** is a subsequent homeowner, and the home has a warranty for only structural conditions, not roof leaks.
  Homeowner also has a process under the builder limited warranty to appeal Highlands decision and request the third-party administrator to initiate the appeal process.

  Thank you.

• Initial Complaint

  Date:07/18/2024

  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.

  Had several issues since construction with multiple blue tape issues taking months to fix. Highland took close to a year to replace defective flooring. I would constantly get the run around and keep having warranty items pushed back further. There was a leak in a bedroom closet, the roofer came out and said he had to get in the attic however once he saw how far he had to crawl he said "nevermind" and went on the roof. I was told at the time it was corrected. Again at the one year inspection it was called out there was a leak and moisture in the sheetrock and needed to be replaced because it would cause mold. Highland never replaced the sheetrock. The same roof leak is still having issues and Highland will not correct original issues because there have been storms since then even citing tornadoes in *********** (10 miles away) and Houston area (35 miles away) so its my fault now that they never preformed the work correctly.

  Business Response

  Date: 08/06/2024

  Date 08/06/2024
  
  In the contract with Highland Homes, Mr. ****** agreed to use the Highland Homes dispute resolution process to resolve every subject and type of complaint. This process is administered independently by a third-party and governed by written agreement.
  
  The Highland dispute resolution process is multi-tiered to provide reasonable, efficient stages to submit a complaint, receive individual attention from a trained administrator, and if needed, be assigned a licensed engineer or construction professional to evaluate the complaint and property conditions. The customer then has several further steps of increasing sophistication if the customer disagrees with any determination and wants to appeal or have a decision reviewed. This system grants procedural due process protections and complexities that are far more extensive than the BBB complaint process. Highland previously delivered to the BBB a copy of the 55-page document for its dispute resolution process by which the customers complaint is adjudicated fully and resolved fairly.
  
  The Highland dispute resolution process is stated in writing in the Sales Agreement and Limited Warranty that are a binding agreement between the customer and Highland Homes. The customer agreed to use Highlands process in every dispute and cannot disregard it and decide unilaterally instead to invoke the BBB complaint process.
  
  (snip it did not copy, please see attached PDF document, full response) 
  
  Further, the Sales Agreement between the customer and Highland Homes provides for arbitration administered under rules of the ********************************. The customer having previously agreed to use the *** rules and arbitration process may not now reject it and attempt to use the BBB process.
  
  Finally, Highland responded to Mr. ******* warranty request and determined the roof leak about which he complained was non-warrantable. Mr. ******* roof possessed a one-year warranty on workmanship and materials, which expired in October 2023. The roof leak complained about in connection with this BBB complaint also occurred during Category 1 storm Hurricane ***** (and notably the roof had not leaked after several major storms prior to Hurricane *****).  Thus, this issue was not covered by the warranty both because it occurred outside the warranty period and during a non-covered weather event.  Should ********* dispute Highlands non-warrantable determination, he should submit his claim to **** to be addressed pursuant to the contractually mandated dispute resolution process.

  Customer Answer

  Date: 08/06/2024

  I am rejecting this response because:   The roof leak did not occur during hurricane *****, it had been called out before and on the one year inspection and never corrected. 

  Business Response

  Date: 08/08/2024

  Highland disagrees with Mr. ******* contention that a prior repair was not made. Highland again notes that Houston has been hit with several major storm events between the prior repair and the hurricane that prompted Mr. ******* complaint, and Mr. ****** did not indicate there was any roof leak issue following these other storms.
  
  However,the appropriate forum for this dispute remains the agreed-upon ACES process.  The BBB is not and has never been the appropriate forum for this matter.  Accordingly, Highland will not respond further, but invites ********* to participate in the contractually agreed-upon warranty dispute process administered by *****
  

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   Issue was never corrected before the major storms they keep stating.