Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  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.

  Ive had numerous issues with my home and filed at least 4/5 warranty claims. They do the cheap fixes but refuse to fix the cabinets that have issues. Sent a shade tree person over to adjust two cabinets and closed the item which I clearly had an issue with. Told them I was unhappy and the they wont fix. Said the guy did the best he can do but they wont fix the other problems and told me it rails were cheap and I could replace them! Now this is all warranty work and they wont fix them/replace them! I

  Business Response

  Date: 06/19/2025

  Thank you for contacting Lillian Homes.  We received a warranty complaint mirroring the BBB complaint on 6/10/2025.  Our warranty team has been notified and will be contacting you directly, if that have not already, within 48 hours.   We look forward to working with you.

• 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.

  We have tried to work with the builder in correcting the drive way and side walk of our home. The builder stated that the warranty only covers the first year. Our problem is the original mixture for the cement was sub-standard and is failing. There are a number of cracks and chunks of cement breaking off both the surfaces. It continues to degrade making safety issues and leading to possible complete failure over time. We would like to have it removed and replaced with the proper cement requirement.

• Initial Complaint

  Date:10/21/2024

  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.

  1 year Builders Warranty that i'm not getting the builder to honor and take care of???

  Business Response

  Date: 10/22/2024

  Thank you for contacting Lillian Homes.  We are reviewing your claims.  Someone from our customer service team will be reaching out to you shortly.  We look forward to working with you to resolve any items that require our attention. 

  Customer Answer

  Date: 10/22/2024

  Ok, I've received a phone call from a **** ******, a "new" Warranty Person for Lillian Custom Homes...We have an appointment to meet with ****, in our home, on Wed. Oct. 30, 2024. I will leave this complaint open until the repairs are done.  I am hopeful that my warranty claim will be taken care of in a manner that is satisfactory for us.

• Initial Complaint

  Date:10/11/2024

  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.

  On April 23, 2024, a warranty request regarding low water pressure in my guest bathroom was submitted. It is now October and I've yet to have anybody address the issue. ***** *. took over from the previous guy that assisted with warranty issues and I keep getting the run around regarding this. This was submitted way before my warranty expired and I want someone out here to fix it ASAP. I've been going back and forth in emails requesting updates and it appears I'm being ignored. I've also submitted a ticket several times for warranty services since my emails (that I keep) are being ignored by this company.

  Business Response

  Date: 10/28/2024

  Thank you for contacting ****** Custom Homes.  We are currently reviewing your file and someone from our customer service team will be reaching out to you shortly to discuss your file.  We look forward to working with you and resolving any issues that require our attention.  

• Initial Complaint

  Date:08/13/2024

  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.

  On April 26, 2024 we closed on our newly built home on an acre lot with Lillian Custom Homes. When we moved in, Lillian Custom Homes only mowed the front yard, the small sod planted area thats only 10 feet away from our home, and the rest of the land consisted of 4ft tall weeds that were never mowed. We purchased a zero turn lawnmower to mow the weeds in the backyard, but we were unable to mow the south and east side of the land due to enormous holes in the ground. We had a contractor come to our home to give us a quote on installing an 8ft privacy fence and was told it wouldnt be a good idea to get a fence since our backyard was never graded by Lillian Custom Homes. On August 12th, 2024 we filed a warranty claim with Lillian Custom Homes to have our backyard graded (leveled/smoothed out). ******************* responded via email stating Lillian Custom Homes only grades the front yard of their homes and my warranty claim doesnt cover the backyard. We purchased our home for $628,791.00, which is far too much to spend and not be able to mow the land due to large holes in the ground and place a fence around our home. We spoke with other neighbors in our community, and they stated they were having the same issues with their land;however, Lillian Custom Homes worked with them to rectify the problem(s). We also spoke with customers of *********************** Homes (another builder in our community), and they stated they dont have any issues with their land. Were only asking that Lillian Custom Homes level/smooth out the land around our home. We dont feel thats asking a lot considering the amount we paid for our home, not to mention 20% of our lot is a water easement that we werent aware of. We moved in our home less than 4 months ago, and the stressful situations we endured throughout the entire process of purchasing our home with both our sales representative *********************, as well as the corporate team at Lillian Custom Homes.

  Business Response

  Date: 08/29/2024

  We have attached the final documents you signed stating the home was complete and you accept it in the final condition.  No open/missing items were noted on the final walk.  Please refer to your executed contract, warranty and closing documents for detailed explanations of your concerns.  Your current homesite is approximately 1 acre.  The entire homesite is not "final graded", irrigation installed, and sod included per your contract and considered an upgraded personal choice.  We have had very little rainfall and without proper irrigation by the homeowner, the ground is likely to expand/contract/alter without proper maintenance. If you have any further questions or need assistance with your home, you can contact *********************************.

  ***** is one of our top employees and has received numerous awards including outstanding customer service and top selling team member.  She consistently scores outstanding ratings from our homebuyers. 

  We are committed to outstanding customer service and professionalism, if you had correspondences, you would like executive management to review during your purchasing process, please direct them to ***************************************.  At this time, we consider this matter closed. 
  

• Initial Complaint

  Date:05/24/2024

  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 my house on July 28th, 2022. I since have had several issues, which I placed warranty claims for prior to the one year ****, and almost none of them were addressed. Such as a large amount of water pooling by my front door that last several days after storms, back yard has the same issue due to the grading of the water with water standing for days. My front and patio door do not seal correctly and I can see light coming through the hinges and seal. Also, my kitchen stove top is loose, which was documented in my 11 month and yet to be addressed.I hired an inspector for my 11 month warranty claim, who provided me with a list with photographs of everything that was needed to be addressed by this company, and I sent it to them. Only two things out of several have been addressed. Those two things that were address were drywall and paint touch **** which took months to be completed. I submitted my warranty in May of 2023 and it took until September to fix cracks in the drywall. On October 18th, 2023, I messaged the warranty person in my area, ****, and informed him it had been over a month since the drywall had been fixed and the painter still needed to come. **** never scheduled for the painters to come. On November 16th, 2023, **** noticed the painters were in the area and asked me if they could swing by at the last minute to perform the work. I sent this two additional warranty claims months ago that are still unanswered. I am still needing my front patio to be fixed so water does not pool for days and the back yard. My inspector put in my inspection that even he recommended French drains, and I requested them, but that request has fallen on deaf ears.This company has several homes in my neighborhood that they have been attempting to sell for years, but can't, while other builders have no issues selling their homes. If you're looking at buying a Gravity or ******* Custom Home, I would get everything fixed before signing. Several people have issues.

  Business Response

  Date: 05/29/2024

  Thank you for contacting Lillian Homes.  We apologize for any inconveniences during the process.  We have reached out to you today and left a message with our direct contact information to schedule a time to walk your home and address any remaining items that require attention.  Again, thank you for contacting us and we look forward to addressing your concerns promptly.  

  Business Response

  Date: 05/31/2024

  Thank you for contacting Lillian Homes.  We apologize for any inconveniences during the process.  We have reached out to you today and left a message with our direct contact information to schedule a time to walk your home and address any remaining items that require attention.  Again, thank you for contacting us and we look forward to addressing your concerns promptly.  

• Initial Complaint

  Date:03/19/2024

  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.

  We had a House built by Gravity Homes/Lillian Custom Homes and we closed in 12/2022. As part of our final walk, it was discovered that there were a few things wrong or missing.We were told the items would be fixed before closing. Most of the items still have not been addressed. We had a one-year warranty to address any concerns. We were told over and over by our construction manager at the time to wait until the end of the year to submit warranty tickets since if anything else came up it would not be covered. After speaking with a different construction manager, we were told that it was not true. That we could submit warranty tickets throughout the first year.During 2023, our construction manager was fired, and we were assigned a new contact with Lillian Custom Homes for our warranty items. We tried submitting a claim through Lillian's warranty site with no luck in Oct 2023. We were told to submit claims to the warranty manager with descriptions and photos due to the website being unresponsive. Out of 8 tickets, only one warranty item was addressed towards the end of Oct 2023. This was after we sent multiple emails/texts/phone calls trying to get the items fixed. We then found out that our warranty manager was fired and had to deal with a different construction manager. The construction manager started working on items, and we then found out that he had left the company. We started all over with a new warranty manager with no response to our warranty items. After several emails with the new warranty manager, we were given a new name, with again no response to any warranty items. As of the writing of this complaint, our new warranty manager has left the company. After choosing Gravity and starting the build process on our new home in 11/2021, the turnover within Gravity Homes/Lillian Custom Homes staff was off the charts unheard of. Just in our community, we have had 4 model home sales assistants, 2 construction managers, and 2 warranty managers that we know of. They have also halted phase 3 of our community development.They have not attempted to resolve any of the issues with us and we do not recommend them to anyone.

  Business Response

  Date: 09/10/2024

  Our records indicate that any items requiring assistance have been completed.  If this is not the case, please email your contact information and details of any items you would like to discuss to ******************************** and we would be happy to assist you further. 

• Initial Complaint

  Date:02/27/2024

  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.

  Our garage door has not been working for four months, I brought it to their attention when it happened, the warranty guy was supposed to have someone come fix it shortly after that but never did. I have been calling and texting, no answers. Later found out that he left the company. I called the replacement warranty manager and was promised the same thing, a month had gone by, no contact was made from the builder. Same thing with the sprinkler system being multifunctional and cost me 1500 dollars water bill. Can you please do the right thing and send *************** over to fix these problems?

  Business Response

  Date: 04/04/2024

  We apologize for the inconvenience.  We show the issues have been addressed.  If there is anything else we can to assist you, please do not hesitate to contact us. 

  Customer Answer

  Date: 04/04/2024

  I am rejecting this response because:   The issues are never addressed. You switched a dozen of warranty managers and no one had attempted to address these issues. We are going to fix these issues ourselves and take you to small claim court. 

• Initial Complaint

  Date:02/25/2024

  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.

  We have terminated within our rights to receive ******* money back from Lillian Custom Homes due to not obtaining financing approval. The VA has been notified of the issues with Lillian Custom Homes and their lack of cooperation with a 100% disabled veteran. VA is requiring the status of this homesite. ***** advise status. The VA will require the VA Escape Clause to be signed by all parties to proceed. When the appraisal does not meet value. 38CFR 4303(k)(4), WILL protect their ******* money, in full. I strongly encourage you to refund the ***************************** money of $6,668 immediately. This way you rightfully gain your $250 admin fee. Versus $0 when we reach this next obstacle. It is expressly agreed that, notwithstanding any other provisions of this contract, the purchaser shall not incur any penalty by forfeiture of ******* money or otherwise or be obligated to complete the purchase of the property described herein, if the contract purchase price or cost exceeds the reasonable value of the property established by the ********** of ******** Affairs. The purchaser shall, however, have the privilege and option of proceeding with the consummation of this contract without regard to the amount of the reasonable value established by the ********** of ******** Affairs. *********** 38 U.S.C. 501, 3703(c)(1))Below are the most recent and accurate closed comps to 1710 Natic Ct. with an average of $206 per square foot. Based on these accurate comps, the expected appraisal value is near $589,160. According to my records we are at $702,985. A difference of $113,825. ?**Reminding all parties I have not been provided a final sales price to present to the lender for approval.******************** @ $215 per sqft + 30K Seller Paid ********************** @ $203 per sqft + $20K Seller Paid ****************** @ $200 per sqft + $13,502 (the lowest of the comps, and it's a Lillian build!)

  Business Response

  Date: 08/27/2024

  The buyers executed a contract with Lillian Homes to build a home customized to their personal choices. The required approval was submitted to Lillian to enter into the contract by the buyer's choice of lender acknowledging they had been approved to purchase prior to a fully executed contract be entered into by both parties.  Lillian Custom Homes proceeded in good faith and incurred costs specific to the buyers executed contract and change order addendums.  The price of the home throughout the building process was presented and signed by the buyers acknowledging what they had agreed to and all changes/charges.  The home was in the beginning stages of production starting when they changed their minds.  The home was not completed nor ready for an appraisal for final stages of closing during the time the buyers requested to terminate. Alternative options were offered to the buyers which they rejected. 

• Initial Complaint

  Date:01/30/2024

  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.

  My husband and I moved in our new home on 6/9/23. The home included a warranty. There was a leak under my master bedroom sink that has mold and is now affecting my allergies. My garage when raised and lowered had 3 popping noises, which the builder stated could be from when the garage was painted, and it got in the joints. I put in a claim as advised by the builder, *********************. I put in a claim on 10/26/23 towww.lilliancustomhomes.com/warranty. No response. I put in a second claim on 10/30/23. No response. So, I reached out to both companies that are listed under the contractor list for Lillian Custom Homes. I contacted SD Plumbing and Fireside (garage). Plumber came out to fix the leak on 11/3/2023. I reached out to the builder on 11/15/23 asking who to reach out to regarding my request I entered in October. On 11/16/23, the builder followed up with me and told me someone will reach out to me in the warranty department. Garage guy came out on 11/20/23 and stated the company will follow back up with me and never did. I followed up with the builder letting him not no one has contacted me as of 11/27/23. No response. I sent another text to the builder asking who I needed to talk to regarding filing a complaint against the warrant company. A guy named *** finally contacted me either 12/4/23 or 12/5/23 stating he would look into my request and call me back. I could not find his number. So, I reached out to the builder again on 1/4/2024 asking for Zac number, that I was still dealing with mold, and this been going on since November. The builder sent me a text back the same day and stated he sent *** a message and he stated *** was going to check his records and reach out to me. It is now January 30, 2024, and I have not received a call, email, or text from anyone. No one should have to go through this mess when the company staff lacks communication with home buyers. I just want my things repaired.

  Business Response

  Date: 09/10/2024

  Our records indicate that any items that require attention have been resolved.  If this is not the case, please email ******************************** with your contact information and details of any items that you would like to discuss further and we would be happy to assist you further. 

  Customer Answer

  Date: 09/10/2024

  I fix the mold by spraying mold spray. No other observation was completed to see if the mold was officially gone. The garage has not been fixed correctly.  Just sprayed some spray on it. Garage is still bent since I moved in. 

  Customer Answer

  Date: 09/13/2024

  I am rejecting this response because:   I fix the mold by spraying mold spray. No other observation was completed to see if the mold was officially gone. The garage has not been fixed correctly.  Just sprayed some spray on it. Garage is still bent since I moved in. 

  Business Response

  Date: 09/24/2024

  Thank you for responding.  We apologize for the inconvenience and have opened a new file based on the information provided that does not match our files.  A representative with Lillian will be contacting you directly to discuss your concerns.