Complaints

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

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  K. Hovnanian Homes - DFW, LLC

  5808 W Plano Pkwy Plano, TX 75093-4636

• 

  K. Hovnanian Homes - DFW, LLC

  8159 Declaration Dr Frisco, TX 75035-0705

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  K. Hovnanian Homes - DFW, LLC

  2308 Hidalgo Dr Carrollton, TX 75010-4968

• 

  K. Hovnanian Homes - DFW, LLC

  9716 Grouse Ridge Ln Oak Point, TX 75068-0500

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:12/02/2024

  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.

  My wife and I purchased our home in June/July of 2024. When using the shower in early October 2024, we noticed that there was a leak. We notified the builder who had the tile removed. They confirmed that the issue was due to two of the contractor trades that performed their work when building the home. This business (***********************) along with the company who installed the shower glass (American Composite Products aka *********************). The home builder (K. Hovnanian) confirmed this and took pictures as proof. It took 45 days for the repairs to be completed and I am seeking loss of use, as we were unable to use the shower during this time. The home warranty would not cover it, so I am seeking reimbursement through the two companies. In speaking to the builder (K. Hovnanian) the company refuses to give me their insurance information and give me the right to file a claim, even though it was an error in their operations. I am seeking the aide of you to contact and request that this company provide me with their insurance information, which I believe is my consumer right. Please let me know if you have any questions. Thank you.

  Business Response

  Date: 12/05/2024

  We apologize for the inconvenience caused by this issue and we are happy we were able to get your shower repaired.  Part of the delay was due to ordering the replacement tile to ensure that the correct product was used in the repair.  The other part of the delay was at your request. Unfortunately, our warranty program does not reimburse for loss of use of one part of your home.  Our manufacturing and installation partners have abided by their contracts and honored our warranty program and repaired the defect. 

  Customer Answer

  Date: 12/05/2024

  I am rejecting this response because:   No where in the policy does it clearly define what constitutes a home being uninhabitable. We reviewed through the policy together and this term is not defined. I have asked multiple times now for them to send me an official denial if that is the stance they are taking. They have yet to confirm this with me and refuse to address this. They are now stating they are replying to the BBB, when I thought we would be still talking about resolution. The statement made about delays partially being at my request is inaccurate as well. When they originally proposed a date, it was scheduled for a week after when the repairs were started. the date was only moved forward when I escalated the call to the ** (****). I have the text messages to prove this and am happy to send.

  Since the BBB is not able to find any information for Everest Contractors, K. Hovnanian should be willing to provide additional information to them to aide in their investigation as I had asked for a phone number which I was refused to be provided. 

   

  I am happy to provide all written and text communications that I have had with K. Hovnanian and my main point of contact **** (Vice President of K. Hovnanian)

  Business Response

  Date: 12/06/2024

  We are replying to BBB because the homeowner chose this forum to discuss this issue.  We have made our position clear directly to the homeowner as well as in our responses on this forum.  We have abided by our warranty program and repaired the issue. We have no further obligations as it relates to this matter.

• Initial Complaint

  Date:11/22/2024

  Type:Order 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 writing to express my disappointment with the service and lack of communication I have experienced with K. Hovnanian Homes throughout my home-buying process.Firstly, I encountered significant challenges in trying to obtain estimated closing cost information. When I reached out to your in-house lender, **** *****, he informed me he was on vacation. I requested assistance from someone else in his absence, and he provided me with his managers email. However, despite reaching out, I never received a response. This lack of follow-through from the lending team has been frustrating and unprofessional.Secondly, my interactions with Sales Consultant ******** ****** have also been disappointing. Communication has been consistently poor. In one instance, ******** informed me that a home we had been actively discussing that day sold later that same night, with no prior notice. In addition, her text message to us mentioned, I think it may not be a good fit for both sides, which came across as dismissive and almost discriminatory as we tried to navigate this purchase.Lastly, K. Hovnanians website advertises a 3.5% interest rate for homes under contract by November 29th and closing by December 31st, conditions that we would be able to meet. However, we were informed that this rate only applies to selected communities. In our case, we were told we could receive the 3.5% rate if the homes price was raised by $20,000from the $515,000 listed on your website to $535,000. This approach feels misleading and is far from the transparent process we expected.Overall, this experience has been very unpleasant, and I hope K. Hovnanian can take steps to make things right. I respectfully request that you honor the websites listed price of $515,000 along with the advertised 3.5% fixed interest rate, which meets your stated terms.Thank you for your attention to these issues. I look forward to your response and a resolution to our concerns.

  Business Response

  Date: 11/15/2024

  Dear BBB,

  I believe this customer incorrectly filed this complaint. This customer is in **********************, we are in the ********************* office. This customer would need to file in his state with you.

  Kindest regards,

  Business Response

  Date: 11/15/2024

  Dear BBB,

  This customer resides in the State of **********************, we are the *******************. This customer would need to file with you in his State in order for us to be able to assist.

  Kindest regards,

  Business Response

  Date: 11/27/2024

  We are sorry to hear that you are disappointed with your experience with K. Hovnanian Homes.  The purchase of a home is an exciting process but we also understand that it is likely one of the biggest and most complex financial decisions many people will make in their life and, with that, comes stress and uncertainty.  We would like to address each of your concerns.
  
  First, while it is true that your Mortgage Account Manager was on vacation at the time of your application,your sales associate reached out to his Supervisor on 10/26 and he responded to her with estimates and loan scenarios the next day.  You were copied on both emails.
  
  Second, we are often showing the same house to many different prospects and the first one to execute a purchase agreement with an ******* money deposit, gets to purchase the home.  It is not feasible and we are not obligated to contact all other prospects at that point.  In fact, we dont want to get into the game of pitting prospects against each other in bidding wars.  If a prospect is in the office and willing to execute a purchase agreement at the agreed upon price and terms,they get to purchase the home.  We are sorry to hear that you interpreted the sales associates message the way you did.  That was absolutely not her intent.  The fact is that the home you were interested in was about to be complete and ready to close and you had a home to sell that was not listed yet.  We did not want to take a contingent sale on an almost finished home so that is why it was not a good fit for us.
  
  Finally, we have advertisements on our website that have many disclaimers to them.  We are,in fact, offering lower interest rates on some homes while offering larger price discounts on others and sometimes it is the buyers choice as to which they would prefer.  We do not offer both large discounts and lower interest rates on the same house.

  Customer Answer

  Date: 11/27/2024

  Thank you for your response and for addressing my concerns. However, I still feel there are significant issues that need to be acknowledged.

  Regarding the Mortgage Account Managers absence, I understand that people take vacations, but in a transaction as significant as purchasing a home, timely and seamless communication is essential. Although I received estimates and loan scenarios the day after my inquiry, the initial lack of communication created unnecessary stress. In situations like these, a clear contingency plan or point of contact should be in place to prevent such lapses.
  
  The handling of the sales process was also disappointing. I understand that homes are sold on a first-come, first-served basis, but the communication surrounding my situation felt dismissive and lacked clarity. Being told the home was not a good fit without a thorough explanation or alternative solutions left me feeling disregarded. I understand the hesitation with a contingent offer, but a more professional approach with transparent communication would have been more appropriate.
  
  Additionally, the advertising on your website feels like a bait-and-switch tactic. Its disappointing to learn that even your own sales consultants are not fully aware of which communities offer the low-interest rates advertised. This creates confusion and undermines trust in your brand. Clear, consistent information should be provided to avoid misleading potential buyers.
  
  Finally, I find it concerning and unprofessional that K. Hovnanian appears to be attempting to shadow ban my review. Transparency and accountability are critical, especially in an industry where trust is paramount. Suppressing negative feedback instead of addressing it only deepens dissatisfaction.
  
  I hope you take this feedback seriously and use it to improve the experience for future buyers.
  
  

  Business Response

  Date: 12/02/2024

  We appreciate your feedback and your comments have been forwarded to our mortgage team and our sales team.  We understand that you felt misled by the advertising but the website has clear disclaimers that the rate promo applies to select homes in select communities only.  We dont understand your allegation of a shadow ban.  No such action occurred.  We have responded to your complaints in a timely manner and have made no attempts to silence them. 

• Initial Complaint

  Date:11/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Entered into purchase agreement with K Hovnanian in January 2024. Home was supposed to close May 2024, however they sold homes before they received approval to build them. After 6+ months of delays, no updates, complete apathy, and an astoundingly embarrassing performance from K Hovnanian, we signed a termination contract with return of ******* money deposit on September 18th, 2024. Contract stated it may take up to 6-8 weeks to receive the funds. We're approaching 9 weeks and have not received an update nor our refund. K Hovnanian is in breach of their own contract. I expect an immediate refund.

  Business Response

  Date: 11/20/2024

  The refund check was mailed on 10/31/24.  We are placing a stop pay on this check and will re-issue the check today. 
  
  Complete apathy is absolutely not accurate as we have been just as frustrated by this project as our buyers.  We have tried to explain to all of our buyers that we are purchasing lots from a developer and we have been at the mercy of the developer and the City as to when we can proceed with construction.  We were told in January 2024 that there was only a small punch list of remaining items that the developer needed to complete so we opened for sales to give buyers on our waitlist first chance to pre pick the lot and home design of their preference.  This is a common industry practice.  Unfortunately, this developer failed to perform for an excessive period of time.  We understand that not every buyer is able to wait in situations like this so we happily accepted your termination request and agreed to refund your ******* money.

• Initial Complaint

  Date:10/30/2024

  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.

  Home was built by K Hovnanian in 2018. We moved into the home 8/2018 and noticed an issue with the flooring in the downstairs. Areas were not flat. we raised the issue before moving in and they said they had it repaired. Over the last 6 years more areas began sinking and popping up. As the areas began popping up the *** had to be removed from certain areas revealing the FLOAT material that was put done on top of the slab. To say it was horrendous would be an understatement. valleys and peaks all thru it. Nothing was flat at all and made it all the obvious as to why the floor never felt level and you could feel your foot dip on the floor. We had another company come out and tell us the entire float material would have to be removed and resurface because a floor will not last as to how it is. Now ************** who was contracted ********** to do the floors in the homes says its our fault. That moisture damage cause the wavy floors. Yes I am sure moisture got in there when it wasn't flat so the seems never were tight. So the report itself says Within Tolerance: No Repair Needed: Yes Out of warranty, full refurb is recommended.This is pure lack of workmanship. The float that the *** is on top of was not put down correctly and caused gapping which allowed for moisture and movement of the *** over time and resulted in damaged floors. ***** should hold their contractors responsible for these issues and repair at their expense.

  Business Response

  Date: 10/30/2024

  This service ticket was called in earlier this month and we had the installation contractor inspect the floor.  We are in the process of vetting the response from the contractor and meeting with their upper management.  We will be following up with the customer.

  Customer Answer

  Date: 11/07/2024

  I do agree that they have been in contact.  However I believe there may be an issue from the contractors side in a resolution.  We are still waiting for **** to come out with the contractor upper management and a date for that has still not been established.  I do not want this closed until situation is remedied.  **** more importantly their local contact to us has been very responsive but still waiting for contractor.  

  Business Response

  Date: 11/13/2024

  We were able to facilitate the meeting with the installer and the manufacturer and they have agreed to warrant and replace the flooring.  We believe this homeowner is happy with the outcome.

• Initial Complaint

  Date:09/25/2024

  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 Driveway made with wrong material. This is made out of crushed concrete. I brought this to **** attention soon i moved-in sometime last oct 2023. She mentioned let's wait for some more time and can decide later. I waited until now and situation is getting worst. Lots of concrete eroding away. My driveway should have made by pea gravel at top layer mixed with concrete however it has made with crushed concrete. My driveway is only one looks very different in entire community because it has not made by right martial. I reached out to **** officials bring into their attention, but they simply rejected by saying they cannot do anything about it, even after they agreed by saying the company who made the driveway, may be carrying crushed concrete from their previous job. I dont understand if someone is not doing job right, why customer has to pay for it and i dont expect unprofessional response from top rated builder.

  Business Response

  Date: 10/02/2024

  We are sorry that you are not pleased with the appearance of your driveway.  However, we are confident that the correct material was used on your driveway.  We apologize if someone in the field misspoke and indicated anything different.  ********************* *** met with you and the Field Supervisor and VP of the company that installed the driveway and they confirmed that the correct material was used.  Every batch of concrete is different, and it is impossible to match one driveway to another unless they were poured from the same batch.  I have attached pictures of the two driveways in question.  IMG 2197 is yours and IMG 2198 is the driveway that you indicated yours should look like.  They are slightly different in appearance, but both look great.  These variations are seen throughout the community.

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because: I am not worried about the color of driveway, i mentioned this so many times during their visit. I am fine with any color, i have problem with material are being used. I shared another driveway picture just to compare material. Anyone can make the difference by even looking the picture, lots of blue crossed stones which i dont see in any others driveway. Lots of cracks and holes developed since the right material has not been used.  

  Business Response

  Date: 10/07/2024

  We confirmed that the proper materials were used.  You are drawing a conclusion based on the presence of a different color pebble than what you see in another driveway.  That is why we pointed out that all concrete batches are different and will not look alike.  The majority of concrete installations experience cosmetic cracks on the surface.  We have inspected your driveway and confirmed that there are no issues that exceed tolerances or require repair.

  Customer Answer

  Date: 10/13/2024

  I am rejecting this response because:   I mentioned in my previous response that i am not concerned about the color of the driveway. i am concerned about the material are being used. You have used crushed concrete and this what the problem is. The problem is, inspection done by the same person who has made the driveway, and this is a clear example of conflict of interest. I may have to look at what my legal options are now... 

• Initial Complaint

  Date:02/28/2024

  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 closed on a new build with K. Hovnanian Homes in November 2023. We are in February 2024 and the tankless water heater had a leakage that caused the complete failure of the unit. K. Hovnanian insisted to use their plumber's initial diagnostic of freeze related damage to deny to warranty claim. I do not agree with the assessment due to the discrepancy in what their plumber verbal stated vs what he wrote in this report so I hired another licensed plumber for a second opinion. After diagnostic reports, pictures and other info to refute the freeze claim, K. Hovnanian still denied the warranty. They are operating in all their existence to deny a basic warranty and want to shift blame to weather related so that they do not have to pay out under warranty. They chose to select the best diagnostic report that benefits them and refuse to accept hard proofs presented to them. I received manufacture warranty replacement and they reached out to the manufacture to present misleading info and somehow obtain a vague email from the manufacture and stuck to not accepting warranty responsibility. Their business practice is unethical and lacks great integrity and would do anything and shift all blames just to avoid any payout.

  Business Response

  Date: 02/29/2024

  We relied on the diagnostic report from the 3rd party licensed professional that handles all of our plumbing issues.  In many instances, their diagnosis reveals installation or equipment failure that falls under our warranty program and we are happy to make sure these problems are repaired for our customers.  We do not get multiple opinions and pick and choose which ones benefit us the most.  Anyone, homeowner or homebuilder, could find a way to get a report that supports their best interest.  The fact is that parts inside the unit were damaged due to a hard freeze in the area when the home was not occupied and the proper preventative measures that all homeowners are advised to take were not taken.  When the homeowner received an offer from the manufacturer to replace the unit for free, they presented that to us as proof that the damage was not caused by the freeze and that the repair should be covered by our warranty program.  We were then compelled to reach out to the manufacturer to understand why their findings were different than what our licensed professional found.  It turns out that the manufacturer was not given all of the info and they confirmed our diagnosis but agreed to honor the replacement they had already promised to the customer as well as provide a credit toward the labor charge to swap out the unit.  The customer still received the free unit and the labor credit from the manufacturer.  This complaint is misleading in that it makes it sound as though we worked to block this offer from the manufacturer which was not our intent and did not happen.

  Customer Answer

  Date: 03/01/2024

  I am rejecting this response because:   K. Hovnanian is presenting false information. Their response stated "the fact is that parts..are damaged due to hard freeze" is indeed NOT facts as multiple sources have proven this statement false. Then they stated the home was "not occupied", this is also false. We do not live full time in our home as we are in the midst of unboxing (home closed in late Nov 2023). Also, how do they know it's not occupied? Are we being watched by the builder? Next, their response became accusatory, flase, and attack-mode as they stated, "preventative measures..are advised to take were not taken". The very first question when *******************, the warranty rep for *********************** questioned me when I opened the claim was if I had take actions to protect from the freeze. I explained to her that I have shut off the main water line, drain all my pipes, spigot, faucets, shower heads, bathtubs, and everything that would have running water. I also turn off our sprinkler system, turn off breakers, going down a checklist to make sure we had done EVERYTHING humanly possible to protect our new home. This isn't Texas' first rodeo with a freeze. 

  Next, I want to address the manufacturer of the tankless water heater, Rinnai. Once again, K. Hovnanian is singing an accusatory tone stating that we are withholding information from Rinnai. This was stated on *********************** email to me on 2/28/24 and also in their response to this complaint. K. Hovnanian reached out to Rinnai, spoke to an unrelated representative, and gave them their in-house plumber report, the report that benefit them, and accused us of withholding information. I would like to note here, as it is crucial to know that ******************, the plumbing company that K. Hov uses, only works with companies and not residentials. They specifically stated that they do not do service calls for homes, rather, they contract with companies like K. Hovnanian, to install plumbing units and projects and do come back to fix any issues that they caused. Again, it is important to understand ****************** works for commercials not residentials! As the homeowner, I requested the diagnostic report and pictures from ****************** so I can better understand what they see, however, they refused to provide it to me and said they only report and provide all their findings to the builder (red flag and obvious who they work for). The dispatched plumber verbally stated one finding to us and notated something else on his report, thus, I requested to speak to that dispatched plumber and to see his report but was denied access to both.

  K. Hovnanian reached out to Rinnai and spoke to a representative that was not involved in the case. They should be speaking to the Rinnai technician that was on a face-conference call with ***********, and personally inspected the unit together with him. Their joint inspection, face conference call, diagnostic, and her agreement that it is NOT freeze related were all recorded by ****** as their protocol. There is a recorded video that the Rinnai representative stated to *********** that they do not cover freeze related damages, thus, freeze and weather WERE discussed and they both found no evidence of freeze damages. That is why the Rinnai technician authorized the replacement unit after the call. We followed all procedures. We went above and beyond getting 3 separate diagnostics, reaching out to the manufacturer ourselves to resolve because K. Hovnanian is dodging their warranty responsibility. They approved me to get a second opinion and after I did, they rejected that opinion because it conflicts their interest. They said ***********'s report was not detailed as theirs (Cathedral's report contains one sentence and a few blurry, fuzzy photos). *********** told me verbally that if I could get photos and notate no freeze damage on our report she will resubmit to her upper management. I asked my plumber to come back out to update his findings and he provided many clear pictures of loose clips and valves and notate in writing per her request, that there were NO freeze. They again rejected that and my plumber had to come out a third time and begin working with ****** for resolution instead, as it have became evidently clear K. Hovnanian will always denied whatever hard proofs we submit. Two of ******'s supervisor reached out to *********** yesterday to apologized and agreed resolve this for us, something that K. Hovnanian should have done had they operate with integrity and ethics and not profits and margins driven. Side note for the readers, it's quite interesting to find out that K. Hovnanian is one of ******'s biggest customer. Take that info however you may but things are beginning to make sense after learning this.

  Everything I stated is true and in no way, shape, or form, I am trying to mislead the public regarding the practices of K. Hov's warranty department. After we close the home, this builder with fight tooth and nail with you in the most unethical and disintegrated way to get out of covering a claim. This is happening to us and our neighbors. I kept detailed documentations and timeline of everything that happened on the progress of this claim as I am prepared for a lawsuit had ****** didn't step in and picked up the ***** for K. Hov. I'd be happy to share with anyone interested in learning more before buying a home with K. Hov.   

  Home buyers, please BEWARE when considering this builder as your next home. I am sharing my experience here because I do not want other consumers to be in my position. Had K. Hovnanian at the very least have their management reach out to come to a better solution we wouldn't be where we are right now. I requested the names and contact of ***********'s direct supervisor and the upper management she said that made the decisions, but instead, was just given a ***** number and I'm told to just ask for any supervisor. All I wanted was for this company to be responsible and reasonable.

  Customer Answer

  Date: 03/01/2024

  I want BBB to know that K. Hovnanian is not addressing this complaint by offering any resolution and/or an amicable solution. Instead, their response was false, accusatory, attacking, and distorting the truth of the claim. 

  Business Response

  Date: 03/01/2024

  Please remove personal information from this text prior to posting for the public - including first and last name of K Hovnanian associates.

  Business Response

  Date: 03/01/2024

  Please remove personal information from this text prior to posting for the public - including first and last name of K Hovnanian associates.

  Customer Answer

  Date: 03/01/2024

  I am rejecting this response because: K. Hovnanian is presenting false information. Their response stated "the fact is that parts..are damaged due to hard freeze" is indeed NOT facts as multiple sources have proven this statement false. Then they stated the home was "not occupied", this is also false. We do not live full time in our home as we are in the midst of unboxing (home closed in late Nov 2023). Also, how do they know it's not occupied? Are we being watched by the builder? Next, their response became accusatory, flase,and attack-mode as they stated, "preventative measures..are advised to take were not taken". The very first question K. Hov warranty manager at ********************** questioned me when I opened the claim was if I had take actions to protect from the freeze. I explained to her that I have shut off the main water line, drain all my pipes, spigot, faucets, shower heads, bathtubs, and everything that would have running water. I also turn off our sprinkler system, turn off breakers, going down a checklist to make sure we had done EVERYTHING humanly possible to protect our new home. This isn't Texas' (and ours) first rodeo dealing with a freeze. 
  

  Next,I want to address the manufacturer of the tankless water heater, Rinnai. Once again, K. Hovnanian is singing an accusatory tone stating that we are withholding information from Rinnai. This was stated on that same warranty manager's email to me on 2/28/24 and also by their response to this complaint. K. Hovnanian reached out to Rinnai, spoke to an unrelated representative, and gave them their in-house plumber report, the report that benefit them, and accused us of withholding information. I would like to note here, as it is crucial to note that ******************, the plumbing company that K. Hovnanian uses, only work with companies and not residentials. They specifically stated that they do not do service calls for homeowners, rather, they contract with companies like K. Hovnanian,to install plumbing units and projects and do repair work to any issues that they caused. Again, it is important to understand ****************** works for commercials not residentials! As the homeowner, I requested the diagnostic report and pictures from ****************** so I can better understand what they see, however, they refused to provide it to me and said they only report and provide all their findings to the builder (red flag and obvious who they work for). Their dispatched plumber verbally stated one finding to us and notated something entirely different on his report, thus, I requested to speak to that dispatched plumber and to see his report but was denied access to both.

  K.Hovnanian reached out to Rinnai and spoke to a representative that was not involved in the case. They should be speaking to the Rinnai technician that was on a face-conference call with ***********, and personally inspected the unit together with him. Their joint inspection, face conference call, diagnostics,and her agreement that it is NOT freeze related were all recorded by ****** as their protocol. There is a recorded video that the Rinnai technical representative stated to *********** that they do not cover freeze related damages, thus, freeze and weather WERE discussed and they both found no evidence of freeze damages. That is why the Rinnai technician authorized the replacement unit after the call. Again, a Rinnai technician personally inspected the unit herself over face/video conference AND the whole process was recorded and on record at Rinnai. We followed all procedures. We went above and beyond by getting 3 separate diagnostics, reaching out to the manufacturer ourselves to resolve because K.Hovnanian is dodging their warranty responsibility. They approved me to get a second opinion and after I did, they rejected that opinion because it conflicts their interest. They said ***********'s report was not detailed as theirs (Cathedral's report contains one sentence and a few blurry, fuzzy photos). That same warranty manager on this claim told me verbally that if I could get photos and notate no freeze damage on our report, she will resubmit to her upper management for review and reconsideration. I asked my plumber to come back out to update his findings and he provided many clear pictures of loose clips and valves and notate in writing per her request, that there were NO freeze damages. They again rejected that and my plumber had to come out a third time and begin working with ****** for resolution instead, as it have became evidently clear, K. Hovnanian will always find any reason to denied whatever hard proofs we submit.Two of ******'s supervisor reached out to *********** yesterday to apologize and agreed to resolve this for us, something that K. Hovnanian should have done had they operate with integrity and ethics and not profits and margins driven.Side note for the readers, it's quite interesting to discover that K. Hovnanian is one of ******'s biggest customer. Take that info however you may but things are beginning to make sense after learning this. ****** honored their replacement because they don't have any reason to deny it given there are no freeze damages. We have obtained a warranty manual from Rinnai and it stated that ****** will not cover any freeze damages. We did not just obtained a free unit as the builder stated in their reply; this is a warranty replacement. Rinnai implemented a relatively new procedure to reimburse a certain amount for labor work but this was not enough to cover the entirety of the invoice. K. Hovnanian still refuses to address any remedies pertaining to this warranty claim, clinging on to the poor excuse of the freeze we just experienced in our area. We did all the leg work and is now about $400 short to cover the invoice and they still denied any part of it for an amicable solution.

  Everything I stated is true and in no way, shape, or form, I am trying to mislead the public regarding the practices of K. Hov's warranty department. After you close the home, this builder will fight tooth and nail with you in the most unethical and shadiness way to get out of covering a claim. This is happening to us and our neighbors. I kept detailed documentations and timeline of everything that happened on the progress of this claim as I am prepared for a lawsuit had ****** not stepped in and picked up the ***** for K. Hov. I'd be happy to share with anyone interested in learning more before buying a home with K. Hovnanian.   

  Homebuyers, please BEWARE when considering this builder as your next home. I am sharing my experience here because I do not want other consumers to be in my position. Had K. Hovnanian at the very least have their management reach out to come to a better solution, we wouldn't be where we are right now. I requested the names and contact of that warranty manager's direct supervisor and the upper management team that is making these decisions, I was being ignored. Instead, she gave a ***** number to a call center and told me to just ask for any supervisor to escalate.

  When I requested the plumber's diagnostic report to understand my claim, it was denied by their contracted plumbing company because they told me they don't work for me and only report to the builder. Then, when I want to escalate resolution to the involved management team, I am being blocked to this info as well. In contrast, any info and requests that the warranty manager and K. Hovnanian asked of me (more proofs, more pictures, Rinnai case numbers, etc.) I provided to them very timely and promptly. If the failure to disclose and withhold relevant information upon request are not shady practices, what is? All I wanted was for this company to be responsible and reasonable. K. Hovnanian is not addressing this complaint by offering any resolution and/or an amicable solution. Instead,their response was false, accusatory, attacking, and distorting the truth of the claim.

  Many thanks to the wonderful plumbing company, *****************, and all the help of the manufacturer, Rinnai, that stood behind their business, that my family and I now have hot water again. Their roles in this claim had alleviate all the sleepless nights and undue stress brought on by the bad business practices of K. Hovnanian Homes and their warranty team.

  Business Response

  Date: 03/06/2024

  We understand that there is probably nothing we can say to convince you that we acted ethically and according to our rights under the warranty program. We strive to always deliver a high-quality home and our warranty program exists to provide homeowners with the assurance that everything within our control was built and installed correctly and functioning properly.  However, the warranty program is also structured to protect the company and its stakeholders from issues that we have no control over once we hand over the keys.  We rely on our 3rd party professionals to help determine the difference between warrantable failures and damage due to misuse or acts of nature. We apologize that you felt that we were in attack-mode with our response. That was not worded well and we are not accusing you of misuse.  The freeze this winter was an unfortunate act of nature that caused damage across the entire DFW Metroplex.  However, our 3rd party professional diagnosis concluded that this issue was freeze damage and should be handled with an insurance claim and not a warranty claim.  Furthermore, the manufacturer received your damaged unit in their service center and the **************** Manager has confirmed that it was freeze damage.  I have attached that communication that includes pictures they provided showing the warped copper pipe fittings caused by the ice expansion in the line.  We are happy that ****** was still able to take care of your issue and hope you enjoy your home for years to come.

  Business Response

  Date: 03/13/2024

  Hello,

   

  I need to speak to someone about this complaint.  I called on Friday and was told that the handler for this complaint was not available and would get back to me on Monday. 

   

  Here is my issue:

  I sent a message using the Have more information you wish to send to BBB about this complaint link which indicated that the message would be sent straight to BBB.  The message was just a request to BBB to please remove personal information in the customers complaint before posting to the public.  It appears as though this message was copied into the official communication with the customer which probably also just made the customer more angry.  Since that was recorded as my response, I currently dont have the option to post a real follow-up response to the customers last message.

   

  Thanks!

   

   

  ********************* Vice ********** ******* & Administration

  
  

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We began a contract with K Hovinian on an inventory home. We were pressured into signing the contract and were told repeatedly that our ******* money would be refunded if the financing did not go through with the purchase of the home. K Hovinian was the lender we used in order to get a $5000 credit towards the purchase of the home. The financial ******** ***** did not deny our application until a week before closing. The only reason I know of this is because I received a letter from the company this week. Our closing date was set for August 25. K Hovinian pressuring us to sign a contract and repeatedly stating our ******* money would be returned--- now the company is not returning the ******* money.This matter needs to be resolved. The company did apoor job of the entire process. I also have documentation to support this.As you can see in the **** MESSAGES attached, DATED before closing that we STILL HAD NO ANSWER FROM ********** MORTGAGE COMPANY about our loan approval. This sells representative knowingly was DISHONEST and pressured us into the sale of the home. The ******* money is to be returned to us AS NOTHING CHANGED from the time our loan was "approved" to our loan denial--which we also have these letters and date stamps on the letters. We were pressured into signing the contract and were told repeatedly that our ******* money would be refunded if the financing did not go through with the purchase of the home. Return the ******* money.

  Business Response

  Date: 11/08/2023

  Please see attached for our response.

   

  Thank you,
  ***************************

  Customer Answer

  Date: 11/12/2023

  I need to change the business address

  Customer Answer

  Date: 11/12/2023

  I have reviewed the business' response and realize I sent it to the wrong *****

• Initial Complaint

  Date:09/20/2023

  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.

  We purchased our home from K. Hovnanian as a new build. The builder, who was fired by K. Hovnanian for incompetence after completion of our build, used an unknown type of paint to paint over deficiencies on the powder coated built in gas fireplace. The touch op job is ugly and the paint changes color when the gas fireplace is turned on, making us fearful of harmful fumes. We submitted a warranty ticket on this matter during the warranty period, and have been unable to obtain resolution for over two years now. Our preference is for a new fireplace to be installed, but K. Hovnanian has not even attempted to affect a repair to the damage done by their builder.

  Business Response

  Date: 09/21/2023

  We apologize for the inconvenience that this issue has caused.  It is not entirely accurate to say that we have not attempted to correct this issue.  We met with the homeowner in October of last year and informed them that we would be repairing the fireplace.  The proposed repair plan was the recommendation of the supplier and installer.  Unfortunately, due to poor communication by us and the homeowner, the repair was never scheduled.  We apologize for our part of the lapse in communication and that we allowed this issue to linger without proactively working to get the repair scheduled.  The homeowner has been contacted and has accepted our plan of repair and we will get the issue resolved as soon as the homeowners schedule allows.

  Customer Answer

  Date: 10/01/2023

  ***** has reached out as a result of this complaint (for the first time since November of last year).  I have accepted their proposed way ahead.  I would like to leave the case open until they follow through with their proposed solution.

  Customer Answer

  Date: 10/01/2023

  Good morning.  I also wanted to add evidence that the last communication from **** prior to this complaint was in November 2022.  And that I did reach out to their warranty department in January 2023 about the issue and did not receive a response.  Again - they have reached out to propose a solution, but I would like to leave the case open until they follow through and complete the promised repair to satisfaction.

  Customer Answer

  Date: 10/01/2023

  Good morning.  I also wanted to add evidence that the last communication from **** prior to this complaint was in November 2022.  And that I did reach out to their warranty department in January 2023 about the issue and did not receive a response.  Again - they have reached out to propose a solution, but I would like to leave the case open until they follow through and complete the promised repair to satisfaction.

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately March 2023 I began the building process with ********* and was working with ***************************. There was a loss of employment and I was told if the loan was not approved , which at this time it is not.. then I would not forfeit my ******* money.. At this time due to loss of employment I am unable to qualify and the lender said to contact **************** to get an ******* money refund. I was advised by ******* that sorry but we will not refund the money back.. Get another job and come back.

  Business Response

  Date: 09/25/2023

  Business and Consumer entered into a contract on or about March 5,2023, for the purchase of a home. Consumer had their loan approved for the purchase of the home. Per the contract, Consumer must remain qualified for the loan and must comply with any terms and conditions of the loan. A material term of the contract allows Business to retain the ******* money (i.e., the ******* money becomes non-refundable) once the Consumer receives loan approval. Consumer failed to comply with the terms and conditions of the loan, hence the Consumer no longer qualified for the loan, and the contract was breached. Therefore, Business kept the ******* money deposit.Consumer can apply the retained ******* money deposit towards a future purchase within the next year.  

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered into a purchase agreement with K. Hovnanian Homes - DFW, LLC in August 2022 for the construction of a new single-family home in *******, **. We provided $17,000 as ******* money towards the purchase. Our main criteria when choosing a lot for our new home was that it would have no neighbors beyond its backyard, with a view of the *****. However, we discovered that a new home community was being planned in the area beyond the backyard, which had not been disclosed to ** by the builder's sales representative.After discovering this information, we reached out to the builder via email requesting a partial refund of the ******* money, but received no response to our requests. We only received an email with a link to the cancellation document to sign, which retains the full amount of the ******* money.We believe that the builder did not disclose important information to us regarding the planned construction community, which significantly impacts the use and enjoyment of the property. We are seeking a partial refund of the ******* money as a fair compromise and resolution to this matter. We request that the BBB mediate this dispute between ** and the builder and help us find a resolution.

  Business Response

  Date: 03/13/2023

  We made no representations as to the future of the land behind the lot you chose. In fact, the opposite is confirmed in section 10 of the contract you signed. I have uploaded a screenshot of the section for reference but the 2nd half reads as follows:
  
  "Purchaser acknowledges that Seller makes no representation, expressed or implied, regarding the current or future use of land surrounding the Property, including but not limited to future existence of trees and vegetation, density of development or future development of roads. Purchaser further acknowledges: (i) that the character, nature and uses of the areas adjacent to or in the vicinity of the Property may change in the future; and (ii) that future uses of adjacent or nearby property could include transportation, commercial, residential, agricultural, recreational or any number of other uses. This provision shall survive Closing."
  
  The builder has no liability to disclose future plans for adjacent property as we often don't have that information and/or it can change.
  
  When we accept a contract to build a home, we take all of the risk and provide all of the cash to fund the construction. The ******* money we require is our only protection to help mitigate this risk. In this case, we are within our contractual rights to retain your ******* money.
  
  See Attachment/File: Sales Contract Section 10.png

  Customer Answer

  Date: 03/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response to my complaint with the BBB regarding the cancellation of the purchase contract for the property located in ******************. I appreciate your willingness to engage in this matter.
  While I understand that section *************************************************************************************************************** future use of the land surrounding the property, including future development, I believe that the situation at hand is different. Specifically, the planned new construction community beyond the backyard of the property significantly impacts my use and enjoyment of the property, and I believe this information should have been disclosed to me prior to signing the contract and providing ******* money.
  Furthermore, I would like to remind you that I proposed a compromise in my previous emails to your team. Specifically, I offered to forfeit ****% of the ******* money as a good faith gesture, with the understanding that the remaining ****% would be refunded to me. I believe this is a fair compromise given the circumstances, and I would appreciate your consideration of this proposal.
  I understand that you are within your contractual rights to retain the ******* money, but I hope that you can understand my perspective and work with me towards a resolution that is mutually satisfactory.
  Thank you for your attention to this matter.

  Business Response

  Date: 03/24/2023

  We appreciate that you chose K. Hovnanian Homes to build your house back in August and we would love to retain you as a customer.  As a courtesy, if you choose to cancel your current contract, we will apply the ******* money to another K. Hovnanian Homes contract if you purchase within the next 6 months.

  Customer Answer

  Date: 04/06/2023

  I am rejecting this response because:   
  

  While I appreciate the offer to apply the ******* money towards another K. Hovnanian Homes contract if I purchase within the next 6 months, I must respectfully decline.

  As previously stated, the reason for not moving forward with the purchase contract was due to the non-disclosure of a planned new construction community beyond the backyard of the property, which significantly impacts my use and enjoyment of the property.
  As I understand from your response, you make no representations as to the future of the land surrounding the property, including the future existence of trees and vegetation, density of development, or future development of roads. However, I must point out that the planned new construction community directly behind the property was not disclosed to me during the purchase process, even though, during the sale office visits, we explicitly mentioned that we wanted that lot because we did want a good *****/trees view beyond our backyard.

  As a result, I consider this to be an unfair business practice and believe that I am entitled to a partial refund of the ******* money.
  I appreciate that you would like to retain me as a customer, but at this time I am not interested in applying the ******* money towards another contract. Instead, I request a partial refund of ****% ($10,200.00) of the ******* money, with the understanding that I am willing to forfeit ****% ($6,800.00) as a good faith gesture.
  
  I hope that we can come to a mutually satisfactory resolution to this matter.