Complaints

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

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  NVR, Inc

  11700 Plaza America Dr Ste 500 Reston, VA 20190-4792

• 

  NVR, Inc

  555 Quince Orchard Rd Ste 350 Ste 350 Gaithersburg, MD 20878-1437

• 

  NVR, Inc

  1355 Beverly Rd McLean, VA 22101-3651

• 

  NVR, Inc

  12600 Fair Lakes Cir Ste 210 Suite #210 Fairfax, VA 22033-4904

• 

  NVR, Inc

  995 Old Eagle School Rd Wayne, PA 19087-1709

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:06/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Continued issues with Ryan Homes warranty services. Made several warranty requests in the past 2 years. The only issue they actually did do to try and fix something that was wrong was a loose floor board in master bedroom closet. By doing so they raised the floor board and caused a reoccurring crack above the doorway and the floor isnt even fixed its still loose and makes noise. Every thing else was told to be within standards and nothing was done about the issues. Put in for grading of lawn in backyard day one of living here bc of flooding how they did it. It still hasnt been addressed and anytime it rains water floods the back yard. Last spring submitted a crack on front porch and were told to wait for them to hire a new concrete service bc they were having issues with the company. Told us to wait till this spring. We have the messages on our phones. We submitted it again April and it still hasnt been addressed its July. They do not even reply to warranty requests. The last contact the manager was short with us and his tone wasnt professional and told us hed come over and talk to us in person we told him a time and he never showed up or called. Thats was over a month ago. We have called the coperate office several times and the keep saying theyll escalate the issues but nothing goes further. Its gotten to the point we do not want to hear from the workers bc of their complete lack of respect and courtesy towards us. The company itself keeps just saying theyll contact the same person who doesnt ever get ahold of us. We asked it goes above him and still nothing. Photos wont load bc of size

  Business Response

  Date: 07/01/2025

  Good afternoon,

  Thank you for bringing this matter to Ryan Homes attention.  We sincerely regret the frustration the customers have experienced and appreciate their patience as we worked to address their concerns.  Our goal is always to provide timely and respectful service, and we acknowledge that there were delays and communication gaps that contributed to their dissatisfaction.
  
  On Thursday, June 26, 2025, our Warranty Manager spoke directly with Mrs. ******* regarding the crack on the front porch.  During this conversation, he explained that the crack was a hairline fracture, well within the industry-standard tolerance of width, and not indicative of structural movement.  Mrs. ******* agreed to allow Ryan Homes to proceed with filling the crack and expressed appreciation for the outreach and explanation.
  
  On Tuesday, July 1, 2025, our Warranty Supervisor, ***, encountered the Albertis while in their community and offered to visit their home that same afternoon. They agreed, and *** visited their home around 2:30 PM. During this visit:
  
   - *** presented two product options for filling the hairline crack and completed the repair on-site.
   - Mr. ******* raised a concern about a squeaky floorboard in the upstairs area. ***, with the assistance of our punch-out contractor, addressed and repaired the floor squeak during the same visit.
   - *** advised the Albertis to avoid walking on the porch repair until the following morning to allow proper curing.
  
  We appreciate the opportunity to clarify the situation and reaffirm our commitment to customer satisfaction.
  
  Based on this information, Ryan Homes considers the matter closed.
  
  

  Customer Answer

  Date: 07/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  *** and ***** were very professional 
  
  Regards,
  
  **** *******
  
  

• Initial Complaint

  Date:06/23/2025

  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.

  Hello, called Ryan Homes about **** outlet since it doesnt work as it should be. Engineer came out and insisted that its working however every time water boiler works with the Air fryer at same time the **** does not do anything and I have to go downstairs to reset the switch however I should reset from **** upstairs. **** said that two machines cannot be working at same time. Is this what Ryan homes can do

  Business Response

  Date: 06/24/2025

  Good afternoon,

  Thank you for bringing this matter to Ryan Homes attention.  Our Warranty team has inspected the **** outlet and confirmed that it is functioning properly and within design specifications.  Based on the circumstances described, it appears that the issue arises when high-powered appliancessuch as a water boiler and an air fryerare used simultaneously on the same circuit.  This concurrent usage may exceed the circuits capacity, resulting in the tripping of the breaker located in the main electrical panel, rather than the **** outlet itself.
   
  This type of circuit overload is not uncommon in residential settings and is a safety feature designed to protect the homes electrical system.  To help prevent future inconvenience, we recommend avoiding simultaneous use of multiple high-wattage appliances on the same circuit.
   
  Based on this information, Ryan Homes will not be taking any action, and considers the matter closed.
  
  

• Initial Complaint

  Date:05/06/2025

  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.

  Ryan Homes failed to honor there 2 year warranty on our home. A small hairline crack in the spigot for our hose resulted in a small water leak that was leaking a possible few drops a day. After months to a potential year, we noticed the baseboards having water damage and mold growing. With a newborn in the house we filed an emergency warranty request at 7pm that night. We did not get any response till the next day at about 12:30. Having a newborn in the house and identifying mold, we could not wait that long and had to get a cleaning and mold removal company out that night to get the mold removed. All that company did was tear out 2 feet of our drywall that had become wet and remove the mold. Ryan Homes claimed since that company had touched the wall, they were not at fault, even though there plumber said it had been happening for months to a potential year. After numerous phone calls with Ryan Homes trying to find out why they wouldn't honor their warranty for our plumbing, their warranty person over our area told me and my spouse, "I won't help you, don't ever call me for a warranty issue again and fix stuff yourself. Don't ever contact me again." After that he has refused to talk to us and wont help at all. At this point, the homeowner has to pay for everything out of pocket and Ryan Homes has failed to honor there warranty service.

  Business Response

  Date: 05/16/2025

  Good afternoon,
  
  Thank you for bringing this matter to Ryan Homes' attention.  We understand the concerns raised by the homeowner and appreciate the opportunity to clarify the situation regarding their warranty request.
  
  Upon receiving the homeowners emergency warranty request, our team followed standard protocol for assessment and scheduling a plumbers visit. As there was no visible active water leak at the time of the call, the plumber was scheduled to arrive the following morning to investigate the issue.
  
  Prior to the plumbers arrival, the homeowner engaged a remediation company, which proceeded with tear-out and mold removal. While we understand the urgency of addressing moldespecially with a newborn in the homethis action prevented our team from fully assessing the situation before any alterations were made.
  
  During the plumbers inspection, it was determined that the crack in the pipe behind the exterior spigot was not due to an installation defect. Given that the home was 19 months old at the time of the incident, the plumber noted that if the crack had been present since construction, water intrusion would have occurred much sooner. Potential causes of the damage include external factors such as accidental impact while cutting grass or excessive force applied to the hose attached to the spigot. However, without direct evidence of how the damage occurred, only possibilities can be considered.
  
  As outlined in our warranty guidelines, plumbing issues resulting from material defects or installation errors are covered. However, damage occurring post-installationwhether due to wear and tear or accidental impactis not included in the two-year warranty. Additionally, plumbing materials are covered for one year per standard industry practice.
  
  We regret any miscommunication that may have occurred during this process and assure the homeowner that it was never our intent to refuse assistance. Our goal is to provide homeowners with a transparent and fair assessment of warranty coverage while guiding them through the appropriate resolution steps.
  
  Based on this information, Ryan Homes will not be taking any action, and considers the matter closed.
  
  

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  High pressure sales tactics used by **** ******** and **** **** in order to reach October quota. I was told that Lot 4 would be the final Lehigh to be built in the ************** neighborhood instilling a sense of urgency to sign a contract right away on 10/25/24. This was a lie as several more Lehigh's have been built since my contract signing. NVR denied my loan application. Per Paragraph 4 of the Agreement, Ryan Homes could have sent the Mutual Release Agreement and refunded the deposit amounts paid thus far. Instead **** decided to take a risk and wait until the new year once my tax returns were filed to see if I could get loan approval. I was pressured to pay good faith deposits month after month despite not having any kind of conditional loan approval. Ryan Homes could have sent the Mutual Release Agreement (deposit refunded) at anytime as there was never a clear indication that loan approval and settlement would ever occur. At the beginning of April, my lender attempts to contact both **** and **** to let them know he doesn't see a path forward and asked if they wanted to cancel the contract and re-market the home for sale. After a week of silence, I reached out to **** ****. Because I mentioned my house not selling yet, she jumped on that fact and continues to insist that the contract is not contingent on my house selling. My loan was denied due to *** and lack of assets to go to closing. The figures were based on my house selling/being rented out and removed from DTI calculations. Unfortunately, due to circumstances beyond my control, a $6,000 monthly payment (5% down payment and 6.99% interest rate) goes above all DTI calculations, even if there was 0 debt. I sent the denial letter as well as my Notice to Declare the Agreement Void via email to both **** and **** on 4/22/25 requesting the Agreement cancelled per Paragraph 4, Mutual Release Agreement sent and deposit refunded. I received no response. On 4/29/25 I receive a Notice of Default.

  Business Response

  Date: 05/09/2025

  Good afternoon,

  Thank you for bringing this matter to Ryan Homes' attention.  After further review, we have mutually decided to release the customer from her contract.  Both parties have executed the Mutual Release Agreement and the deposit has been returned.  

  Based on this information, we cosider the matter resolved.
  
  

  Customer Answer

  Date: 05/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my home back in October 2024 of this past year. Everything went pretty smooth. Open till I had my first issue and about November when both my ground sink and I had sinkholes all through my front yard. And also and my backyard.. the sink hole in my front yard is so bad that it actually caused my sidewalk to be completely slanted to the point where it now needs replaced. I can see underneath the concrete at this point I submitted the Proper tickets for this back in November or so and nothing was ever done because the property manager said it were gonna need to wait until the weather breaks which made sense About a month and a half ago I picked this situation back up submitted tickets again. It took a while to even get a response. I had to call several times but then I finally got a response with *** the warranty manager who has been fairly nice. Ive been messaging him and calling him for the past five weeks to see something getting scheduled and unfortunately its out of his control because the landscape and the concrete company are on their own time. I texted him this morning saying its time I need to escalate it and he said I totally agree. Im very unhappy that Ryan Homes has let it go this long and has no control over who they contract to be able to schedule to get a hard day and times to help their hard paying customers.

  Business Response

  Date: 05/06/2025

  Good afternoon,

  Thank you for reaching out to Ryan Homes regarding the issues you've encountered with your property. We sincerely apologize for the delays and frustration you've experienced, and we appreciate your patience as we work to resolve these matters.

  Regarding the lead walk replacement, we acknowledge that the initial request was made in October 2024. After our Warranty Supervisor evaluated the issue, a work order was sent to Lagrange Concrete. Unfortunately, Lagrange was slow to respond, and due to the onset of colder weather, they were unable to schedule an appointment before the end of the year. In an effort to expedite the repair, we also reached out to Floyds Concrete, but winter conditions prevented the work from being completed. Once temperatures began to rise in Spring 2025, our Warranty Supervisor resubmitted the ticket to Lagrange Concrete, and the lead walk replacement was completed during the week of April 28th, 2025.

  With regard to the landscaping concerns, the initial request was received on March 26th, 2025. Our Warranty Supervisor advised that ******* Landscaping was aware of the issue and would address it when adjacent yards were being installed in the Spring. However, due to an unusually cold and wet season, there were additional delays. On April 3rd, 2025, our Warranty Supervisor reached out to explain the situation and the impact of weather conditions on scheduling.

  After ******* Landscaping completed their work, we understand that you were not satisfied with the initial results. Your feedback was taken seriously, and ******* has since returned to readdress the landscaping to your satisfaction. Additionally, we have scheduled a contractor to fill in and seed around the newly replaced lead walk this week to ensure a complete and thorough restoration.

  We acknowledge that delays in scheduling have been frustrating, and we truly regret the inconvenience this has caused. While our warranty team works diligently with third-party contractors, we recognize the importance of timely service for our homeowners. Please be assured that we are continuously striving to improve our processes and contractor responsiveness.

  If you have any further concerns or need additional assistance, please do not hesitate to reach out to our ************* team. Your satisfaction is important to us, and we appreciate the opportunity to make things right.
  

  Customer Answer

  Date: 05/14/2025

  I am rejecting this response because the landscape work is still not complete and in fact, my yard looks even worse as time goes on. They had a LandScaper stop by and do cheap poor work by throwing some hay and some areas hoping the grass would cover up the terrible sink holes and gaps and grading throughout my entire yard front and back 

  
   Complaint: 23229810
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/23/2025

  Good afternoon,
   
  We appreciate the customers feedback regarding the landscaping work and understand their concerns. Our goal is always to provide quality service, and we sincerely regret that the results so far have not met the customers expectations.
  
  **** ******, our landscaper, has been actively working on the necessary improvements, and we recognize that his previous efforts have not fully resolved the issues to the customers satisfaction. **** has reviewed all details provided and did return earlier this week to further address the remaining concerns.
   
  Additionally, areas directly adjacent to the incomplete lot will be addressed once that yard is installed, and we will continue monitoring progress to ensure a thorough resolution. Our team is committed to ensuring the property is properly restored and we will remain in direct communication with the customer throughout the process until this matter is resolved.
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising 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.

  Hello, while I was inspecting the ducks on the basement, found a big dent on the ** ducks. **** was keeping arguing and saying that the damage was caused by owner and otherwise it wont pass the inspection which means human errors can only happen in our side but not in their side. FYI its unfinished basement which means we dont go down stairs. Very bad customer service. Really disappointed.

  Business Response

  Date: 04/04/2025

  Good morning,

  Thank you for bringing this matter to our attention.  Though it is uncertain how this damage occurred, Ryan Homes has agreed to have our HVAC vendor, ******* Heating & Air, replace the damaged duct.  This work is scheduled to be completed on Monday, April 14th.

  Based on this information we consider the matter closed.

  Customer Answer

  Date: 04/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  Bought **** Home with nice yard in back when I looked at lot before they built, than after built there was a large ditch that takes up half my yard with large cement thrown in it, would like cement removed a drainage pipe installed and dirt covered the hole so I can have the yard I paid for back

  Business Response

  Date: 04/11/2025

  Good afternoon,

  Thank you for bringing this matter to Ryan Homesattention.  ************ Manager contacted the customer, by phone and email, to discuss the concerns listed in this complaint.  However, we have not yet received a response from the customer.

  Notwithstanding, our Division Manager recently visited the community to inspect the area of concern. After speaking with the customers Sales Representative, Project Manager, and Production Manager for the community, all employees confirmed that the rocks were on the lot before the customer went under contract.

  The Project Manager indicated that he discussed the rocks with the customer during the Pre-Construction meeting, Pre-Drywall meeting, and New Home Orientation (NHO).  During each of these meetings, our Project Manager communicated that these rocks will not be removed and explained the purpose that they serve.

  Based on this information, Ryan Homes will not be taking any action, and considers the matter closed.

  Business Response

  Date: 04/18/2025

  The attached screenshot was taken from the County's website (Stark County Auditor's Parcel Viewer): **************************************************************************************

  Our Production Manager confirmed that based on the backfill occurring on the neighboring lot, this picture was taken on or about 3/15/24.  As shown on the picture, the entire rock channel was in place before the customer signed their contract on 6/12/24.  Additioanlly, the customer was provided the attached plot plan diagram during the sales process, and the existing rocks are depicted on the rear of the lot.

  Given this information, Ryan Homes considers the matter closed.

  Customer Answer

  Date: 04/28/2025

  So sorry I have not responded, no the matter has not been resolved. Ryan homes said there was nothing they could do about the ditch with the giant cement slaps in my backyard. Im afraid my grandson could fall into it and get seriously hurt , plus my husband is disabled it is a hazard to him.  Do I have to refill another complaint?

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ryan Homes/NVR is a trash company. I would NEVER buy another home with this trash company. They will not fix a major electrical issue in my house that was caused by them. They sent a contract company and my issue is not fixed. I called the warranty company and received no help. NEVER BUY a **** Home. They will not fix anything and just push it off on a contract company.

  Business Response

  Date: 04/11/2025

  Hello,

  Thank you for bringing this matter to Ryan Homes' attention. The homeowner experienced electrical issues during the installation at the ceiling fan rough-in location. An appointment was initially scheduled with Strada for March 27th, between 8:00 AM and 12:00 PM; however, Strada did not attend this appointment, which prompted the homeowner to reach out to customer service. Our Warranty Manager contacted Strada after receiving notice about the missed appointment, and a technician was sent out to the site later that same day.  The technician confirmed that the installation was conducted correctly, but identified a separate issue concerning the hot water supply.
  
  Our Warranty Manager followed up with the homeowner later that afternoon regarding the response from Strada. He inquired whether he could visit on Friday morning to personally inspect both concerns. During this visit, the Warranty Manager and another technician from ****** determined that only 68 volts were present at the ceiling fan rough-in. After making the necessary adjustments to the wiring, the team successfully achieved the required 120 volts. The Strada technician then completed the ceiling fan installation and provided the homeowner with comprehensive operational instructions.
  
  Furthermore, the plumbing issue has been addressed, with Alpine Plumbing scheduled to inspect the hot water problem on March 31. At this juncture, both the electrical and plumbing issues have been resolved.
  
  Given this information, Ryan Homes considers the matter closed.

  
  

  Customer Answer

  Date: 04/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Dezondria Broxsie
  
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Closed on **** home September 26, 2024. During Final Walk-through Project Manager Identified Landscaping and yard were not complete and had issues that he said he would fix. I have repeatedly talked to Warranty, and they did come back, unfortunately it was not landscaping nor was it a way to fix the issue of water displacement completely around the house. I have discussed with warranty team and have been nonresponsive as well as pushed me off, stating they will get to it when the frost line clears. The water builds up around the house has the yard inhabitable and I have two quotes in order to correct it with waterproofing or storm boxes due to how much water builds up. Requesting Ryan homes complete job as I have been patient for the better part of 6 Months while other houses have been completed that have closed after me.

  Business Response

  Date: 04/02/2025

  Good afternoon,

  Thank you for bringing this matter to our attention.  This customer first notified ******************** that they noticed ponding water in their ****** shortly before Winter.  We had attempted a repair before the weather changed but, we werent able to get the grass established.  Over the Winter, the customer called in a few times for follow up on this issue, to which we reiterated that we would come back in the Spring and adjust the swale as needed.  Shortly after our repair was made, the customer had a fence installed around the entire perimeter of his yard.  The picture that he provided was taken from approximately one month ago.  The ponding water we see in his picture wasnt nearly as extreme before the fence was installed.  It was confirmed by our landscaper that there were numerous ruts from the fence company that may have affected our repairs.   
  
  Most recently, Ryan Homes had a landscaper shave down some high spots and fill in low spots within the swale; this was completed on Wednesday, March 19th.  Our Warranty Manager reached out to the customer on Thursday, March 20th, to advise that we would be following up with him the first week of April to schedule a review of the repair. 

  On Wednesday, March 26th, our Warranty Manager reached out to him again to confirm their conversation about touching base to see how the repair held up. At this point, a repair was made, and our intention is to keep a close eye on it shortly after a rain event.  If the repair holds up, Ryan Homes will re-apply seed as needed, given that we now have the appropriate weather / temperatures to get the grass established.  The pictures attached to this response were taken on Wednesday, March 26th, and show the current condition of the yard.

  Based on this information, Ryan Homes considers the matter closed.

  Customer Answer

  Date: 04/04/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23080773
  
  I am rejecting this response because of the lack of communication between the warranty department and NVR representative that responded to this complaint. 
  

  As of March 26 they laid down top soil in Which the warranty representative was never on site to inspect nor communicated any plan on what the next steps were.  
  

  The lack of drainage was indicated by the ** on closing which occurred 26 September 2024. The photos and warranty requests were submitted well before the fence was installed and the fact that Ryan homes is using that without any dialogue with the customer stands true to their reputation of abstaining from any type of responsibility to correct issues. 
  

  The Supervisor on the Warranty team showed up to the property on 02 April which he then stated his assessment that it needed drainage due to the fact it had been well over 48 hours and their was still excess water. Supervisor and Warranty team were present on 03 April again.  They stayed on 04 April this warranty request is not closed and they are still developing a Game plan.  
  

  I still have not received a time frame concerning correction. 
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/18/2025

  Good Morning,

  Thank you for taking the time to provide this feedback.  The customer is correct, and we apologize for the miscommunication and discrepancies in our previous response. 
  
  Following recent rain events, our Warranty Manager confirmed that the customers lot is still experiencing excess water from the adjoining lots.  Ryan Homes is actively collaborating with the developer, as well as our land department, to devise a solution. Our Warranty Manager will continue to work directly with the customer and keep them informed of all updates until a resolution is achieved.
  
  Based on this information, we consider the matter open and will provide further updates as they occur.
  
  

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our home in July, 2024, and it was a model home leased by Ryan Homes for use as their sales office until it was put up for sale at the end of the lease. In June, 2024, prior to our closing, Ryan Homes was under contract with the former owner to convert the home to a private residence. Part of that obligation included installing a driveway (the house had none) and a new portion of the community sidewalk. The community sidewalk started to disintegrate over the winter, through no fault of our own. We did NOT use salt. It obviously was installed with a poor concrete mix. This has been an ongoing issue in other areas of the community, as well. The community developer says it's ****** responsibility. **** refuses to recognize it as a warranty item, saying our house was built in 2019. The concrete is less than a year old, however, and it should be warrantied with the concrete subcontractor. **** won't stand behind this work and replace the concrete. Our ********* member suggested that we file this BBB complaint, since it appears we have no other recourse.

  Business Response

  Date: 03/28/2025

  Good Afternoon,

  Thank you for bringing this matter to Ryan Homes' attention.  Our Warranty Manager spoke the customer on Wednesday, March 26, and let them know we will be addressing their public walk/apron concern. This is because we found out that our new model home (which is next door to this customer's home) was treated with De-icers by our landscaper during the winter storm back in January on the public walks in front of the new model, along with the neighboring public walks.
  
  Our Warrnaty Manager confirmed with the customer that moving forward (being that that they are next to the new model home) if they have any future issues like this, to let our ************************* know to send a warranty request to our local warranty team for review. By doing this, we can fully investigate their concerns to determine the appropriate action.

  Based on this information we consider the matter closed.

  Customer Answer

  Date: 04/22/2025

  We were informed that the sidewalk would be repaired/replaced, but this has not happened. We did not want this complaint closed until the work is completed, as promised by **** Warranty services.

  Business Response

  Date: 05/01/2025

  Thank you for providiong this feedback.  The work is scheduled to be completed on Wednesday, April 30th, weather pending.

  Our Warranty Manager left a message for the customer to follow up on the schedule and will continue to work with the customer directly until the work is complete.

  Based on this information, NVR considers the matter resolved upon completion of the work.

  Business Response

  Date: 05/09/2025

  Good morning,

  Ryan Homes has completed the sidewalk and apron replacement for this homeowner. Our warranty representative spoke with the homeowner on Thursday, May 8th, at approximately 4 PM to confirm the work was finished. Additionally, the representative visited the property to personally verify the completion.

  Based on this confirmation, we consider the matter resolved. 

  Customer Answer

  Date: 05/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Work was completed on May 1, 2025, and we hope the new concrete was installed correctly so this won't happen in the future.
  
  Regards,
  
  ***** ***