Complaints

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

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  Stanley Martin Homes LLC

  11710 Plaza America Dr Ste 1100 Reston, VA 20190-4771

• 

  Stanley Martin Homes

  6285 Barfield Rd STE 100 Atlanta, GA 30328

• 

  Stanley Martin Homes, LLC

  4020 Westchase Blvd STE 190 Raleigh, NC 27607

• 

  Stanley Martin Homes LLC

  4701 Cox Rd Ste 104 Glen Allen, VA 23060

• 

  Stanley Martin Homes

  774 S Shelmore Blvd STE 111 Mount Pleasant, SC 29464

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

• Initial Complaint

  Date:05/29/2025

  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.

  house purchased 2/30/2023 since then is been nothing but issues , issues with the a/c, the concrete , cabinets , paint and finishing all around the house ,pluming issues and now and most recently bathtub is cracked , kitchen cabinets are cracked with no one wanting to be responsible for poor workmanship and poor installation living us with thousand of dollars to repair this damages that come as a result of mass production and poor work ******* do not buy from Stanley Martin stay away from them , they will do anything possible , sweet talk like any other sales team to get you in but then no one will come forward to fix issues in brand new houses .

  Business Response

  Date: 06/05/2025

  We appreciate Ms. ********************** these concerns to our attention and understand the frustration that can come with items that need to be inspected and repaired after closing.
  
  Since the home closed in February 2023, we completed both the 60-day and 11-month warranty services, in addition to addressing a water intrusion concern. The most recently reported itemsdamage to the bathtub and kitchen cabinetswere not delivered or installed in that condition and fall outside the scope of warranty coverage. We are actively coordinating the remaining pending item, the concrete repair work, which will be completed as soon as weather conditions and property access allow.

• Initial Complaint

  Date:05/20/2025

  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 moved into this home in April 2023, and the ** unit has not functioned properly since day one. Over the past two years, weve had more than 1015 service visits, yet the problem still hasnt been resolved. Initially, the system wasnt coolingthis was fixed. Then during the winter, it stopped heating, which was also fixed temporarily. Now the cooling issue has returned once ******** is simply unacceptable for a home that is barely two years old to be experiencing such persistent ** problems. This is clearly not a one-time malfunction but an ongoing and serious issue with the entire system.We are extremely frustrated and disappointed that after all this time, there is still no permanent solution. We are tired of repeated, short-term fixes that dont last.If the system cannot be properly and permanently repaired, then it needs to be fully replaced. We expect this matter to be taken seriously and resolved without further delay. No more patchworkwe need a real, lasting solution.

  Business Response

  Date: 05/21/2025

  We appreciate our customer bringing this issue to our attention. The original installer is no longer involved so weve engaged a different **** company to assess the issue. We are currently working to schedule that service and have kept the customer informed.

  The customer opted to have their own technician make a repair on May 20, 2025, which resolved the issue and cost $175. We will offer reimbursement to the customer for this expense and remain committed to ensuring the matter is fully resolved.

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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,I would like to submit a formal complaint against Stanley Martin, the home building company, and I want this complaint available for the widest dissemination. I want to get as many ears and eyes on this as possible because I believe there are a lot of homeowners who are being lied to in my ************ wife and I purchased a home from this builder a little over a year ago and we have been experiencing nothing but issues with the home since day 1. These issues we are experiencing are due to the very poor construction/building practices that are commonly followed by the company, the contractors, and trades workers. Many of the "new construction" homes in my neighborhood have significant issues. I am not even positive the company is using skilled/licensed laborers or trades workers.There is no way my house can pass an inspection, and I question the integrity of every inspector who passed this house throughout the building process, to include the city inspectors. My house is just over a year old, but it sounds like its 100 years old as you walk around and hear the floorboards, stairs, and sub floor creaking, cracking, and squeaking.The people who are building these houses, the contractors, the inspectors, and every other person involved in the process have questionable motives and integrity issues. They are cutting corners, looking for the quick fix, and doing substandard work in the interest of getting things done fast, without ever worrying about doing things RIGHT.Anything you can do to help get this message out to as many people as possible and to point me in the direction of someone who can help me with the situation that my pregnant wife and I have been experiencing for over 4 months is greatly appreciated.V/R ***** ******

  Business Response

  Date: 05/20/2025

  We thank Mr. ****** for bringing his concerns to our attention. Our Vice President of Production contacted him directly on 5/14/25 to outline the steps being taken to address the issue. Our field team will continue working closely with him to coordinate and complete the necessary repairs.

  Customer Answer

  Date: 05/21/2025

  [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: 23317748
  
  I am rejecting this response because I have been attempting to work with the field team for 4+ months and after extensive, significant, and intrusive inconvenience. I have reached the conclusion that the field team is grossly incompetent. I would like an entirely new field team to develop a comprehensive repair plan addressing all the issues with the home in one fell swoop. I would also like a home inspector to come and do a report on the property. The back and forth and extreme inconvenience that my wife and I have been suffering through because of the field team's incompetence is entirely unacceptable. My wife and I haven't been offered a shred or even a tiny little sliver of compensation despite the significant added stress, damage to our home, sustained substandard living environment, gross incompetence from the field team, and the mistreatment we have experienced.

  I will be waiting for some offer of compensation in addition to my previous requests. I believe I have been very fair, extremely patient, and I am continuing to be very reasonable about all this. I don't  think its unreasonable at all to request compensation after all my wife and have have had to put up with this far. 

  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Division president ******* ***** has refused to communicate via email or telephone in an effort to delay my family and I home poor craftsmanship from contractors prior to closing. ******* stated that he will no longer answer to any emails unless he deems it necessary because he is busy.

  Business Response

  Date: 05/06/2025

  *** or Madam, 
  We are in receipt of your complaint and would like to work with you to better understand the issues you have been experiencing. Please contact us directly at *************************************************************************** providing your first and last name, neighborhood you purchased in, and the details related to the issues you have mentioned so we can work with you offline to remedy these for you. 

  Customer Answer

  Date: 05/06/2025

  I have attempted to email this email address you provided as well as request for ***** Alloys email address and/or phone number to work with him and my request have been ignored by Stanley Martin multiple times.
  

  Please provide me with ****** email and phone number.

   
  
   Complaint: 23267281
  
  I am rejecting this response because:
  
  
  Regards,
  
  Hom Eowner
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/16/2025

  At Stanley Martin Homes, we are committed to resolving homeowner concerns professionally and within the terms of our warranty.
  
  Since closing on his home in late 2023, Mr. ***** has raised a number of concerns. Our team has remained engaged throughout the process, working in good faith to address these issues. In early 2025, our Division President personally stepped in to help move things forward. A clear plan was outlined to address the remaining items and ensure all concerns were thoroughly reviewed. While we invited collaboration to finalize the list, Mr. ***** declined and continued to send numerous emails without progressing the process.
  
  Despite these challenges, we remain committed to resolving any valid, warrantable items professionally and efficiently. Our Division President will reach out today to arrange a meeting with Mr. ***** and continue working toward a resolution.

  Customer Answer

  Date: 05/23/2025

  [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: 23267281
  
  I am rejecting this response because:
  Division president ******* ***** is mandating my family, and I to allow three of his subordinates to enter our home despite multiple incidents of harassment, disrespect, unethical, business practices, and damage to my home. ******* ***** is refusing to address the deficiencies present in our home unless said individuals Are allowed to be present in my home after revealing ******* ****** scope of practice does not include expertise in the subject of warranty or the ability to identify deficiencies without his subordinate present. The above mentioned emails in the response from Stanley Martin are in regards to the reinforcement of how uncomfortable my family and I are to have the three individuals that ******* ***** is mandating be present with him in our home for him to conduct an inspection. Since then, ******* ***** has been absent in responding to any communication when directly asked if our warranty will not be honored with the rejection of having his subordinate present with him in our home. 
  
  Regards,
  
  Hom Eowner
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/16/2025

  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 recently went under contract for a new home with Stanley Martin back in Dec 2024.I was treated poorly by the sales consultant due to the fact that I did not choose the home he was trying to sell.I then still decided to proceed with the sale and we priced out a home based on my specifications. I gave my deposit of 25k. When reviewing my documents I realized I was not receiving the upgraded bathroom as promised due to the fact that Stanley Martin no longer provided this option. However I was still charged.I then noticed there was an up charge on the final price, I bought that to the attention of the sales agent and the assured me I was wrong. Come to find out I was not he made a "clerical" error.I specifically asked for a specific orientation for my home. When I received the floor plan I realized the home was in reverse.I asked if I would be able to install my own bathroom in the loft of the home. Would there be plumbing available to do so? I was told yes. I was later informed this was not possible so I was forced to add that feature which increased the price. I inquired about a basement exit. I was told there was not any, there fore I had to upgrade to an exit door. Come to find out this was also not true there was an egress window ************ original Expected closing date was August. That has since been pushed back to Q4. No specific date as to when.I lastly informed the sales office of a possible military deployment. I wanted to plan ahead due to the fact I was under contract with the home. I was informed that Stanley Martin would not allow me to do a remote closing with a Power of Attorney and I must physically be present other wise I will default on my home and deposit.I then asked for my money back due to all of these inconveniences and they said it was impossible they are keeping the deposit. I've been asking for my money back since January 2025. Less the 30 days after contract was signed.

  Business Response

  Date: 04/29/2025

  We take customer concerns seriously and appreciate the opportunity to address this matter. Our team has been in ongoing communication with the customer over the past several weeks to understand and respond to their concerns. We have reached an agreement with the customer and the matter is now resolved.

• Initial Complaint

  Date:04/14/2025

  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.

  Stanley martin is refusing to fix a roof leak that has been there for a LONG time. In addition, they are saying that the roof is covered under a 1 year warranty, but happily fixed one of our residents roofs last november, even though they have been here since 12/21. I believe they are trying to wiggle out of paying for faulty craftsmanship

  Business Response

  Date: 04/25/2025

  We take our responsibilities and commitments to every home buyer seriously and we appreciate Mr. ******** bringing his concerns to our attention. Our team conducted a water test on 4/24/2025, and after a thorough inspection, confirmed that there were no signs of water intrusion. They also inspected the area around the rooftop terrace access door and found no evidence of leaks or water damage. Were pleased to hear that the homeowner is satisfied with the completed work, and we will continue to stay in touch with Mr. ******** to monitor the status and completion of the interior drywall repairs.

• Initial Complaint

  Date:03/04/2025

  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 had a home built and I have filled out several warranty requests to have things fixed. One is related to the flooring which was filed in August 2024, but more recently I have put in for several things such as my heat not working properly, the valve in my shower is not working to control the temperature of the water, and missing electrical switches. None of these requests have resulted in anyone contacting me at all. I resubmitted the requests again a month later and even another one regarding the shower another week later. I cant get a response back on a warranty request and I believe this is the only route I can go right now to get a response back from the company.

  Business Response

  Date: 03/14/2025

  At Stanley Martin, we are committed to addressing all outstanding service requests swiftly and efficiently, and we thank Mr. ****** for bringing his concerns to our attention. Our team reached out to Mr. ****** regarding this matter. The service requests have now been assigned to the Neighborhood Construction Manager for his neighborhood, and we will be working closely with Mr. ****** to ensure a quick resolution. 

• Initial Complaint

  Date:02/01/2025

  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.

  During the final walkthrough with Stanley Martin (Oct 29, 2024) there were glue stains/discoloration on the vinyl flooring. By mid-Nov additional spots appeared. I followed the flooring manufacturer's (****) recommended cleaning methods but new problems emerged. Jan 8, 2025, representatives ******** and **** inspected my concerns including: easily damaged vinyl flooring described as cheap quality by **** (discoloration, bubbling, lifting, visible seams). Many carpeted areas have debris underneath and are uneven. Windows have uneven gaps and are difficult to open. Many cabinets and doors are bubbling. Despite acknowledging these issues, I was blamed for the flooring defects with **** suggesting I was responsible for not choosing a better option. Note: I was never given such a choice; I was informed that the installed flooring was final. I contacted the flooring manufacturer, learned that my flooring has a 5-yr residential warranty, and should not yellow under normal conditions. This suggests potential improper installation or underlying moisture issues. Additionally, in the utility room, there is missing laminate near the furnace further indicating poor installation. Given these ongoing problems and Stanley Martins lack of resolution, I request the following actions; full inspection/replacement of all defective flooring by a professional, independent flooring specialist. Thorough review and resolution of the carpet defects, including removing debris and correcting uneven surfaces. A warranty-backed repair/replacement of the defective cabinet/bedroom doors. Correction of window defects.Stanley Martin advertises a one-year flooring warranty, yet they have failed to honor this commitment. I have made good-faith efforts to resolve this directly but their representatives have not taken appropriate action. If this issue is not addressed promptly, I will consider additional legal & consumer protection measures.

  Business Response

  Date: 02/13/2025

  At Stanley Martin, our goal is to work promptly to ensure all outstanding service requests are resolved in a timely manner. Our team met with *** and Mrs. ******* on 2/4/25 to address their concerns. During the meeting, Mrs. ******* provided us with a detailed list of items, and we worked together to discuss corrective actions. We are working with the manufacturer regarding their flooring concerns and have presented a plan that they find appropriate for resolution. Additionally, we are in the process of resolving all routine service items and expect to have them completed soon. The remaining items have been forwarded to the appropriate vendors for scheduling, and we will continue to follow up on a weekly basis until all issues are fully resolved.

• Initial Complaint

  Date:12/25/2024

  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.

  The homebuying experience was excellent, but the quality of the build is another story. We discovered the furnace wasn't working the first time we turned it on. Since it was still under warranty, we called Stanley Martin, but they couldn't send someone out until the next day. Since it was going to be below freezing overnight, we had to call another **** company that could come for this emergency repair. We found out the furnace wires were done completely wrong along with a few other issues. Unbelievable! We then reached out to Stanley Martin for the reimbursement of this emergency repair. They refused to pay because they said they could have come the next day. It was their fault that the furnace wasn't installed properly in the first place and their mishandling of the repair was irresponsible. It does make me wonder what other quality issues there may be though.

  Business Response

  Date: 01/03/2025

  We take our responsibilities and commitments to every homebuyer seriously, and we appreciate the opportunity to address this matter. We have reached out to our ******************* and understand that the homeowner contacted a third-party **** company for the repair. Our team reminded the homeowner of the warranty requirements, and informed the homeowner that, due to this, we are unable to provide reimbursement. Stanley Martin contracts specific vendors to install and build certain elements of the home, and when repairs are necessary, they must be completed by the vendor responsible, rather than by third-party providers. In this case, our designated vendor, was neither given an opportunity to investigate the issue, nor given the opportunity to address or resolve it. However, our designated contractor promptly responded to the homeowner proposing to visit and address any issue within the contracted, warranty based 24-hour timeframe specified for urgent repairs. In addition, our designated contractor arrived within the proposed contracted 24-hour timeframe, and was told by the homeowner that they were no longer needed. As such, we are unable to reimburse any payments made to an external company that was neither hired nor approved by Stanley Martin. It is important that the homeowner works with the responsible vendor to resolve any warranty-related issues as the warranty is provided through them.

  Customer Answer

  Date: 01/08/2025

  [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: 22730287
  
  I am rejecting this response because:
  I contacted the vendor but they couldnt send someone on the same day for this emergency repair. Being without heat overnight in freezing temperature would not have been acceptable.
  
  Regards,
  
  ******* L
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/11/2024

  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.

  I notified the construction team of pests present in the home prior to closing at Stanley Martin at *************. The pests were visible throughout the property during my New Homeowner Orientation on 7/29/2024 and Settlement Day on 8/2/2024. They were observed by myself, the construction team, and my realtor. I was told that these pests would be resolved prior to move-in. The construction team only cleaned to remove dead pests.Following settlement, I purchased multiple Zevo traps and had an exterminator perform an initial service on 8/8/2024. However, the pest infestation continued, primarily concentrated around light fixtures, windows, doors, walls, etc. I notified the construction team and sales manager of the issue (both construction team and the sales manager observed the infestation on 8/15/2024 and 8/11/2024, respectively) and was informed that it was perhaps due to rainy weather, ongoing construction, and the stormwater management reservoir near the home. I was told to continue with my pest management service and to buy insect repellent plug-ins from ******. So far, none of the suggestions have worked. Additionally, the construction team agreed to clean the light fixtures of dead bugs as part of my 60-day service.The construction team informed me to contact Stanley Martin ******************** however, no response was provided. I had two separate extermination companies review and was informed that the pest is a Stored Product Beetle. High moisture levels in my home during construction and the materials used to construct the home are the source of the infestation. My home will require dehumidifiers to remove moisture from the environment. Additionally, the home will need to be thoroughly exterminated. Stanley Martin only offered to treat the exterior of my home, which will not resolve this issue. I am requesting treatment of both the interior and exterior of my home as the infestation was present prior to my settlement and is the fault of the builder.

  Business Response

  Date: 09/24/2024

  We take our responsibilities and commitments to every homebuyer seriously and we appreciate Ms. Barnes bringing her concerns to our attention. We have reached out to our Maryland division and understand that they have taken all recommended steps to address the issue and are monitoring the home daily. The team will continue to keep in touch with Ms. Barnes regarding this matter and expect it to be resolved soon.
  

  Customer Answer

  Date: 10/14/2024

  [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 22272014, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Queenita Barnes