Complaints

This profile includes complaints for Covenant Building & Design's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Covenant Building & Design

  7701 Whitepine Rd N Chesterfld, VA 23237-2212

  
• 

  Covenant Building & Design

  9401 Courthouse Rd Ste 205 Chesterfield, VA 23832-6687

  

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:03/27/2025

  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.

  The builder is failing to honor the 1 year builder warranty. Patio door continues (since the first month we moved in) to leak when it rains, the wood threshold and neighboring wall support is rotting in multiple places (less than a year). We have a broken window, missing siding, an incorrectly installed water spigot, missing subfloor/insulation just to name a few.They also planted dead trees for our new home build in Fall 2023. We mentioned it during our pre closing walkthrough and were told they just already lost their leaves, again mentioned at our two month walkthrough and were told to wait until Spring. The trees remained dead and never budded. At our 11 month warranty they are now saying they arent covered by the 11 month warranty. They did make good on other errors they made during the building process (installing the wrong flooring, wrong tile, wrong vanity counter, missing window, installed windows upside down, didnt insulate part of the flooring, installed the wrong cabinet front, wrong hardware). Unfortunately, the list of things this builder did wrong far exceeds the number of things they made ******** of this report (in month 15), they have fixed only two items of 10+ on our 11 month walkthrough list. And 2-10 home warranty company is just as useless.

  

  Business Response

  Date: 05/14/2025

  All work has been completed except for a small piece of siding that is missing at the roof above the garage.  The homeowner is not pleased with the 2-10 warranty coverage and how some of the items are not covered like the landscaping and how some items were addressed/repaired during the one-year workmanship warranty, but now is having a recurring issue after his warranty period has ended.

• Initial Complaint

  Date:12/31/2024

  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 house has made flooring noises since the first winter after we took possession. It was listed as a warranty item but they refused to come when the issue is actual happens. They'll wait until the humidity rises in the warmer months and by them I can't recreate the problem. The few times they have showed up they've thrown a few shims in and call it fixed. But the problem seems to be a much bigger structural problem than what they want to acknowledge. At this point I don't even hear anything from them.

  

  Business Response

  Date: 02/25/2025

  This customer was issued a warranty paid for by the builder and maintained by frontline.  Per the agreement and warranty booklet that sets forth the guidelines you will see from the customers complaint we have done exactly as the process calls for and there is no further action due on our part we have met our obligation and this claim is erroneous.  THough the customer feels there is a structural issue I would suggest reaching out to 2-10 warranty as he has structural coverage for 10 from day after closing and they will handle and pay for 100% of the structural damage and claim if in deed there is a structural issue all he has to do is call them and make the claim there is nothing we can do the process is for structural damage coverage to call them directly it doesnt even involve us they handle and pay for it and use their own restoration contractor contacts.  

   

  See snippet about floor squeaks as part of the warranty Mr ******** received and agreed to by signing the contract specifying the coverage 

• Initial Complaint

  Date:11/20/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  
  I dont believe *** ********************** have a thorough understanding of the 2-10 Warranty process and policies. Let me clarify an important distinction he raised regarding punch list items and warranty items. According to the 2-10 warranty team, punch list items fall outside their warranty process. These items are specifically identified during the closeout walk-through and should be addressed directly with Covenant within 90 days of home purchase completion.  Despite this timeline, Covenant took approximately 2 years to address the punch list items, which I can substantiate with documentation. This delay appears to be a deliberate strategy employed by Covenant and *** **********************, seemingly hoping homeowners will eventually abandon their claims.
  

  Regarding warranty matters,I've properly documented all issues through the 2-10 Warranty system. These items have been thoroughly reviewed and validated by the 2-10 Warranty team,who have spent the past 2-3 years attempting to obtain updates from Covenant. I possess numerous emails from the 2-10 Warranty team documenting their difficulty in reaching Covenant, which aligns with their typical operational pattern.
  

  In February 2024, two years after our home purchase, Covenant acknowledged their warranty service deficiencies and expressed intentions to improve (see attached email titled Covenant Building + Design Warranty Email).This further demonstrates their consistent pattern of poor communication and lack of priority in addressing warranty items. Their apparent strategy seems designed to exhaust homeowners into abandoning their valid claims, thereby avoiding their contractual obligations.

  Following their recent communication (Feb 24 email), I met with Covenant to review pending items. They acknowledged these as legitimate warranty claims,all properly documented in the 2-10 Warranty system. Please see attached email indicating Covenants agreement in completing the warranty items (see attached email titled Gmail - Fwd_ Message from KM_C258I embedded in this email is a document signed by Covenant).  The pictures I have attached clearly shows unfinished work that was left by Covenant in which they were to return to complete.  I have shown evidence of this in which Covenant scheduled and then cancelled the work to be completed and was supposed to re-schedule.

  Contrary to claims made,Covenant's performance has fallen short of basic obligations, let alone exceeding them. After nearly three years since home purchase completion,numerous items remain unaddressed. I take issue with *** **********************'s characterization of 'above and beyond' service (I presume taking over 2 years to start addressing warranty items is now considered above and beyond), as well as his suggestion that I'm seeking 'free work.' In reality, I'm simply requesting the fulfillment of contractual obligations.

  What *** ********************** labels as 'harassment' is actually a natural response to Covenant's systematic issues with communication, planning, and organization. To date, I've personally spent $1,250 addressing items that were Covenant's contractual responsibility of warranty work, and there are still outstanding issues to be resolved. *** **********************'s delayed response time (approximately three months) to this matter exemplifies Covenant's apparent strategy: delay responses, minimize communication, and hope homeowners abandon their legitimate claims. I encourage *** ********************** to focus on verifiable facts rather than offering subjective opinions about the situation.
  
  Regards,
  
  ******* *******
  
  
  
  

  
  ontractor. My response: Ok. Note: Nothing has been scheduled. Item 84: Master Bathroom mirror is loose and not mounted flush to the wall- close to potentially falling. Builders Response: ****** marked this off as adjusted and compete. My response: This is not complete. Come and check for yourself. Item 107: Porch door to the outside is uneven and loose, Builders Response: ****** installed filler strips and applied first coat of paint. Painters will final coat when there. My response: Not a coating issue. The door is uneven.Item 141: Signs of water staining in the master bath toilet. Builders Response: ****** adjusted insulation in attic at supply causing this issue. Painters will kilz and paint when they are there. Note: Nothing has been scheduled 2 more issues in the attached doc. There are also areas inside/outside the house that the builder needs to repaint. There are also glass panels that needs to be re-buffed from scratches caused by their subcontractor.

  

  Business Response

  Date: 02/25/2025

  A Contract was signed by myself and **************** to building this home in that contract there was language that handles when, if, how, and by whom, will manage and take care of any punch list items or warranty items that are valid and do not meet the performance guidelines set by 2-10 based off of the National Homebuilders Assocations "Construction Performance Guidelines Sixth Edition" and were put into print and provided to Mr ******* according to protocol.  In that manual it lists how to deal with every type of warranty claim and whether the item is even a warranty item at all so there is no gray area this is NOT subjective.  I have provided the contract verbiage snippet as well as that performance guideline booklet for your review.  Mr ******* through being extremely overbearing and unreasonable has had my team fix dozens and dozens of items on his 161 item list that per our signed agreement according to the verbiage established by 2-10 I the builder can invoice the customer for these items this is part of the warranty verbiage that Mr ******* agreed to and signed off on. 

   

  With that being said we have gone above and beyond not only fixing issue that met the performance guidelines hence no action required which is set forth by the **** and 2-10 Home Warranty that represents more than 8000 homebuilders currently we have also out of kindness and somewhat out of not wanted to be harrassed any longer fixed items that are not even items that are covered by the warranty Mr ******* signed and agreed to.  There is no work to be done Mr ******* wants to continue to get free services from our company as he seems fit and that will not happen .  We have met our obligaiton there is no further action due on our part.