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:09/04/2024

  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.

  On 19 APR 24 we moved into a new home, new construction. It was discovered 3 AUG 24 there is/was an upstairs closet full of what appeared to be mold on the ceiling, baseboards and door frame. Stanley Martin repairmen were notified. On 5 AUG 24 I purchased a mold test kit, swabbed and mailed off to inquire if my suspicions were indeed valid. The results have come in 4 SEP 24. The findings are 3 types of mold: Penicillium, Cladosporium, and Alternaria ssp. All that has been done since my reporting the issues of the closet is idle chatter, appointments of here-and-there visual inspections. The ceiling is cut out, framing and door removed and the area sealed off. This area is coming loose and has not been repaired/remediated, yet. I developed a cough that I reported to my doctors doctor, 22 AUG 24. Ill forward to my physician these test results, tomorrow. I sleep on a living room couch downstairs and my husband appears fine with no cough. This home has not just this issue but others to where we were without power on several occasions. No other neighbors experienced this upon our inquiry/research. GA Power has been here more than twice with an additional power source informing the house wasnt setup correctly with regards to electricity. Living here for approximately 4 months feels like camping indoors. This is ridiculous! Please assist me with this matter as Im not allergic to any and all litigation that may be necessary to make this new home habitable. Thank you!

  Business Response

  Date: 09/18/2024

  We take our responsibilities and commitments to every home buyer seriously and we appreciate Mr. ******* bringing his concerns to our attention. Our team removed the drywall in the affected closet and repaired a small leak in the attics condensation line on 8/5/24. An appointment has been set up for ************** to inspect the home on 9/18/24, and we have informed Mr. ******* that repair work will be scheduled once we receive the results. Additionally, we will follow up with him to confirm the electrical issue has been fully resolved as it appears to have originated from ******* ****** supply which has now been repaired.

  Customer Answer

  Date: 09/30/2024

  Mold was found from the test kit (Armor), the home inspector and Stanley Martins reputable agent. Awaiting an upcoming schedule to remediate. Understand we have to be exit the home during some of this time for 8 hours. Theres such out of pocket and inconvenience, already. We (my husband and I) have 3 dogs.  We either need to now board the pets or find hotel/****** to accommodate during the completion of these issues/concerns.  
  
  
  With reference to GA Power, the several times they were to this home at our request due to loss of power, the techs informed it was NOT GA Power to blame. They indicated the wiring and power was/is the error of those that installed it. They (GA Power) furnished additional separate power (large extra unit) exit to our home twice for outages. 
  
  
  Im more than displeased that almost every visit from Stanley Martins superintendent were met with more excuses and Fridays for repairs being offered.  Fridays are days when my husband and I arent at home due to work. Each trade worker for framing, door installation, HVAC, etc. appears to assess without the right person/skill, right equipment or proper, honored scheduling times. Its been nearly 2 months since reporting the mold and its still not fixed.  
  
  
  The hurricane 27 SEP (no doubt) will complicate matters with more delays.
  The soffits to the face of the property (in the front) are currently on the ground.  This new storm damage has created an opening to the home that will surely impact the current mold issue in that attic to where its already caused the 2nd floor closet problems.  More rain would add to concerns and the introduction of birds and insects. The power bill once restored would in essence heat or cool the outdoors. 
  
  
  Camping indoors. This property is a nightmare to be a new home. 
  
  
  Claim has been made with **** insurance for the hurricane ****** ***** property damage, 30 SEP 24. Claim number:  013899799-801, *********************************

  Business Response

  Date: 10/11/2024

  At Stanley Martin, we are committed to addressing all outstanding service requests swiftly and efficiently. Our team has been in communication with the homeowners regarding their concerns and is working diligently to resolve all discussed items. Service is scheduled for completion next week, and our Neighborhood Construction Manager will be on-site with the trade partners to monitor and confirm satisfactory completion of the work.

  Customer Answer

  Date: 10/21/2024

  Complaint: 22241089
  
  I am rejecting this response because:

  Although the repairs were eventually completed it took much requesting and out of pocket expense(s) to rectify these entire new home, new constructionissues/concerns. Im requesting Stanley Martin reimburse me the private home inspection fee, the purchase of the mold test kit and analysis cost of said kit. Please have Stanley Martin promptly return $400 to ***** ******* as soon as possible. 
  
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/25/2024

  Our Neighborhood Construction Manager spoke with Ms. ******* on 10/17/24 and has addressed this to her satisfaction. We thank Ms. ******* for taking the time to share her concerns with us and we appreciate the opportunity to resolve this matter.

  Customer Answer

  Date: 10/28/2024

  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.  
  

  As long as the $400 is promptly returned to me (soonest) as mutually agreed upon and the carpet cleaning services are performed. 
  
  Regards,
  
  ***** *******
  

  
  

• Initial Complaint

  Date:08/23/2024

  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.

  Weve had multiple issues with our Stanley Martin home within 1 year of purchase. Interaction with ************* usually results with our assigned warranty manager calling us stupid or gaslighting us via phone or email. Our consumer perspective is that it would be ill-advised to purchase from Stanley Martin.Multiple homeowners in the area have complaints on Hvac units, marketed to be more efficient; they dont cool. We had multiple Stanley Martin contracted technicians come out this year and tell us that nothing was wrong with the system or that we were somehow running the system incorrectly; each technician had different justifications, explanations, and suggestions on how to remedy, adding to confusion.We had an 3rd party **** company come out to inspect the system for 2nd opinion and found the coolant was low. Since a Stanley Martin technician had previously reported that they topped off our coolant due to low levels, we thought it might be a leak. The 3rd party technician said he wouldnt be able to know unless he conducted further analysis, but we declined any work.Instead, we contacted our Stanley Martin warranty manager assigned to us, **** ****, to address the matter via email; after a week of no response, we called. The conversation quickly degraded. Our warranty manager reacted instead of listening to the issue. She proceeded to insist that the internal temperature could never reach a reasonable living temperature. She also insisted that we somehow voided warranty to our hvac system because we had an alternative technician look at it. This is unreasonable and unacceptable. Transparency and respect seems to be a systemic issue within this company. When asked for her superiors name and number she refused to provide ***** unit should be able to reach a ***** differential from internal home temperature. The unit installed is a 2.5-ton unit in 1500+sqft; a 3-ton would fall within industry standards for the size of our home. We want the system replaced.

  Business Response

  Date: 09/13/2024

  We take our responsibilities and commitments to every home buyer seriously and we appreciate Ms. ************ bringing her concerns to our attention. Our team has taken steps to ensure the **** unit installed was the correct size and functioning properly. We have communicated that even though they were out of their warranty period, we would still proceed with sending out the **** vendor to inspect the coolant and replace it if necessary. This appointment is scheduled to take place on 9/18/24.

• Initial Complaint

  Date:08/05/2024

  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 have had many problems with Stanley Martin from wrong plans to incomplete items, all the way to a natural spring I was not notified about until after I signed, and they had my deposit. They have since put in 3 4" French drains on the hill and one on each side of the home. The drains on the side of the home do not go all the way to the street and have no outlet so the water pulls up in between the homes. The grading was done terribly so now when it rains and the water backs u it runs right into my home. It's not even a yr. old yet. I brought this to my builder and warranty and was basically told to go scratch.... The house is going to flood without the proper trenches put in to move the water away from the home. Avoid a Stanley Martin Home!!!!!! Every $$ i have is tied up in this home. These people do not care they will sell you a hope and a dream and leave you with nothing. The warranty team is a joke, they never answer take weeks/ months to send anyone to help and you have to call 100times. Emergency Response is even funnier they wouldn't even bring me sandbags. Not to mention I have asked for a supervisor / manager call back since December. I could load all my issues with them but there isnt enough characters to hold the list. This is my biggest, its on them to ensure the home is graded, elevated, and drain efficiently. none of which this home has. PLEASE PLEASE PLEASE HELP ..... Its not even yr old yet. PLEASE

  Business Response

  Date: 08/15/2024

  We take our responsibilities and commitments to every home buyer seriously and we appreciate ************** bringing her concerns to our attention. ************** issue stems from heavy rains that have exceeded the capacity of drainage ****** which are meant to channel water away from the home and into designated areas. Recent intense rains in the ******** area along with Tropical ********************* have overwhelmed drainage infrastructures, causing flooding throughout the metropolitan area. Our Warranty team has communicated with ************** that they will inspect the property with a specialist from the landscape company to check the ****** and make sure they are functioning as designed when the weather clears up. This meeting took place on Wednesday 8/14 and no issues were found with the drainage ******. There was no standing water during the inspection, and the landscape specialist used a transit device to ensure the ****** were properly constructed and not in need of modification.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  When building our home with Stanley Martin Custom Homes, we purchased an optional wet room bathroom for a sizable additional fee. The provided material stated that it was a wet room with tub and shower enclosed in a single room behind a glass shower door. During construction, Stanley Martin used a water proofing product known as Kerdi water proofing membrane to seal the shower area of the wet room. They initially refused to install the same membrane in the tub area of the wet room but after our insistence, because their material did not specify the tub area would not be waterproofed, Kerdi was installed on the floor of the tub half of the room. When the tub was installed, a hole was knocked in the floor for plumbing breaking the water proofing membrane and the builder refused to take action to properly seal around the installed plumbing. We have experienced several leaks as a result and have contacted the builder multiple times. They eventually sent someone to caulk around the base of the tub to prevent water from ever reaching the hole in the floor but that workmanship was poor and did not seal out water. Any water that reaches the tub goes straight down through the ceiling below. We have since contacted the builder multiple times with no response.

• Initial Complaint

  Date:06/23/2024

  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 signed a contract to buy a home from Stanley Martin in May 2023. In my "orientation" my realtor noticed that the door leading to the garage had damage, and the screws for the lock were coming loose. It was noted on my punch list. In my final walk through on 9/29 I noticed the screws has been tightened and the cracks in the door had been caulked. A day or so later, I called the site manager, ****, because the door was no longer locking. He sent someone to repair the door again. Then on 10/3 the door fell off its hinges. I texted **** and he came with a team to repair it. This door kept having issues. **** left Stanley Martin suddenly this Spring. I began writing the Warranty Administrator about this ongoing issue on April 10, 2023 when my door became impossible to lock. The administrator, *****, sent the site manager to inspect. He sent 84 Lumber to repair the door. That person advised us and ***** that it needed a new frame and door. ***** agreed to order a new door. After several weeks, I contacted ***** to see when my door would arrive and she pretended to know nothing about it. She said she did not think the door needed to be replaced. I told her 84 Lumber and ***** thought otherwise. Mu husband ran into ***** on the site and asked him why SM was giving us a hard time when he promised us a new door. He told us that the front office made those decisions. This is the first of a few steps I am willing to take to get relief from this. This company initially earned a glorious review from me, but I will amend it because they are acting in extremely bad faith to save $300.

  Business Response

  Date: 07/02/2024

  As a team focused on our homebuyers, it is one of our core values to keep our customers and their satisfaction central to all we do. We reached out to our Warranty team and understand that there is no record of door repairs or issues in the 60-day list, new home orientation, quality walk, or any other documentation. Once they were made aware of the homeowners concerns, the ******************* Manager made the necessary repairs which the homeowner signed off on. The homeowner reached out on 5/14 requesting a new door, and it was communicated to the homeowner that no defects were found previously,therefore a replacement door had not been ordered. However, we scheduled both the door distributor and the contractor who installs the lock to attend an inspection of the door on May 17th. The contractors made the adjustments to the door and lock, and confirmed both were working properly and that a new door was not needed. The decision not to replace the door was made based on the information that was provided to us by our ******************* Manager and the contractor. To resolve the issue, another inspection can be scheduled, and a new door will be ordered if a defect is found.

  Customer Answer

  Date: 07/22/2024

  Its unfortunate that SM is lying. I have witnesses of everything that has occurred as well as text messages to the former site manager. Their tradespeople know about the door too when it fell off its hinges within 10 days. A business they contract with 84 lumber, said the door frame and door was damaged in installation and the door needed to be replaced. Caulking it over and over has gotten tired. I have had another company come and assess the door. That company also recommended replacement. But the liesStanley Martin rather lie to avoid costs about their poor installations on SEVERAL doors in my home. This complaint is proving that unethical practices are a core business philosophy. Buyers beware

• Initial Complaint

  Date:06/07/2024

  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 went to do a walk through on the property that I am purchasing from Stanley Martin Homes in *************. Upon the walk through I have seen certain things that wasn't looking right, so I pointed those issues out to one of the contractors. I asked them not to put up the dry wall until I come out and physically see if things were corrected. I schedule another walk through with the building manager ***************** and I also pointed things that should be flush and sealed up. She replied that longs as it isn't a code violation she's not going to fixed anything. I would like to speak with a CEO from this company or start legal preceeding against this company.

  Business Response

  Date: 06/12/2024

  As a team focused on our homebuyers, it is one of our core values to keep our customers and their satisfaction central to all we do. Our ***************** President and Manager of Field Operations both spoke with ************** and have addressed his concerns.  It is also our understanding that ************** met with a county inspector confirming that such items have been constructed in accordance with the applicable codes.  ************** has informed our team that he wishes to proceed with the home purchase, as did ************** Realtor. 

  Customer Answer

  Date: 06/25/2024

  This isn't true, I have spoken with the Richland County code inspection. He replied that what he saw wasn't a code violation but more of a build issue and that a home inspector would find a issue with what I saw doing that first walk through. My issue was with the sales manager **** ******* I couldn't believe that I point out that there were spaces between the 2x4's and that some of the wood wasn't nail flat to the surface. She told me that she wasn't going to fixed that, because it wasn't a code violation, I replied but it's a issue with your build. So it showed me that she didn't care that something was wrong and we aren't going to do anything about it was the impression she displayed. So I started calling around to speak with the *** Mr. ***** but never received a response back from him, until someone from this company informed me of ********************* My REALTOR later notified me that they offered to give me back my deposit or continue with the contract. Being that I already went out here and spent over $10,000 dollars on new furniture and that I have someone who is purchasing the house that I am selling to. And my wife already started applying for a new job out there in the area, that we had to continue with the contract, unless they were willing to reimbursed me all that I have spent and the loss that indore. One advice that I could give with this company is make sure that you bring your own inspector to every step even during the time of your pre drywall. And for me being a disabled veteran, I didn't expect this from people who claimed to take care of our veterans. 

• Initial Complaint

  Date:05/29/2024

  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.

  There have been numerous breaches of the signed new home sales contract and included features document, which has made it incredibly difficult for me as a new homeowner to enforce. I have made myself available to over 50 scheduled appointments since move-in. I have repeatedly requested that all further communication be conducted via email and solely focused on addressing the outstanding issues or providing necessary information, and yet, I have been met with resistance. I have provided a significant number of emails, text messages, photos, and videos documenting the issues and have requested essential information such as the list of substituted materials, house plans, and follow-up assessments for damaged areas of the property. Despite my repeated requests, I have been informed that responses to my prior emails will be provided after another walkthrough is approved. Not providing a builder grading plan specific to my 1/2-acre property is also a cause for concern, as grading is a warrantable item, and my attempts to address this as far back as Dec 2023 have gone unanswered. Furthermore, the turnover of two Construction Managers and a ***************** Manager within just 6 months is concerning and does not instill confidence in the level of service provided by Stanley Martin.

  Business Response

  Date: 06/14/2024

  We take our responsibilities and commitments to every home buyer seriously and we appreciate ****************** bringing her concerns to our attention. Our leadership team has pulled together each of Ms. ******** requests into a single detailed list and has been in touch with her to schedule a complete walkthrough to address each item. Following this walkthrough our team will coordinate repairs and keep ****************** informed as to the progress and completion of each item. We will strive to resolve each of Ms. ******** concerns thoroughly while limiting further inconvenience as best we can. 

• Initial Complaint

  Date:05/07/2024

  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.

  Moved in less than a year ago.Things that were to be fixed have never been fixed or handled or dealt with.Yard does not drain Driveway does not drain Driveway concrete is not cured and turns into dust Landscaping died and were promised to be replaced and never were Walkway was promised to be pressured washed and never was has rust and building materials stained all over it The kitchen island is crooked and not square with the floor There is a major dip in the floor that they said they fixed and never did roughly a 4x4 section Ac unit leaked through the attic through the drywall ceiling in upstairs bathroom needs a new plenum and float switch Stove isnt secured to the countertop Missing screens for windows randomly Caulking around tile floor is missing When we bought the home it was being built and was advertised with a kitchenette in the detached living room above the garage and it was never put in we were told they made a mistake and advertised the home that way even though they never put it in the build plan Concrete back patio is cracked already Foundation is crumbling at the corners of the home where exposed Hardware in showers and bathtubs are gold but now tarnished and ruined Cart garage doesnt open with opener Poor building materials as in trim work is gouged and dented doors are not painted properly and paint is chipping off Doors have major runs in paint Powder room toilet isnt secure to the floor rocks back and forth and leaks from the seal between floor and toilet Stairs and railing craftsmanship is very poor railing wiggles and doesnt feel secure At first we got a bit of a response from the building supervisor now we have absolutely none no one from your company gets back to us about anything It has been a very disappointing experience from the start

  Business Response

  Date: 05/21/2024

  We take our responsibilities and commitments to every home buyer seriously and we appreciate ************** bringing his concerns to our attention. The **** repairs were completed on 5/13, and the issue regarding the kitchenette was discussed and clarified with ************** prior to settlement. Our team has reached out to ************** about his other concerns and to schedule a time to visit his home and determine if any items are warrantable so that we can ensure they are addressed.

  Customer Answer

  Date: 05/24/2024

  [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: 21678155
  
  I am rejecting this response because:

  I received a voicemail from *****.  I called him back 5 days ago and have heard to response from him what so ever.  The hvac unit has been repaired but the ceiling in my upstairs bathroom where it leaked has not and I have not heard from anyone regarding that.  As for the kitchenette the home was advertised with a kitchenette on all platforms and Stanley Martin has chose not to honor that.  The majority of our landscaping is dead we were told it would be replaced by ********************* but it has not been and he has not responded to any communication either.  Our driveway ******* away every time I blow it off it turns to dust.  Our yard does not drain what so ever and had also killed many of our neighbors landscaping as well.  Not a single person has reached out to me about visiting our home.  That is 100% false.  Our kitchen island is visibly off center with our flooring and looks awful.  There is a sever low spot in our flooring by the kitchen island as well that was to be fixed but never was. The finish work of this home are very subpar and a disappointment.  As I said before ***** hasnt called me back in a week and no one at all has reached out to me about visiting our home.  Stanley Martins response to this matter is completely unacceptable. 
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/30/2024

  Our Charleston team spoke to ************** on 5/29/24 and is actively working with him to coordinate a date and time to visit his home. They are currently waiting to hear back from ************** on his availability and will continue to touch base to monitor the status and completion of any warrantable items that need to be addressed.

• 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.

  Closed on a new Stanley Martin home in an ******* ******* area 6/26/2023; SM community.Many problems have been worked through that should have been caught before closing. Reverse AC taking air in registers. AC register completely missing in master bedroom. Plans provided for specific lot and home show living room ceiling design they never built; kitchen den area showed 3 large windows; only two were built. Someone vandalized the kitchen bar lights damaging kitchen counter bar. sM only had ************* come out and put superglue in chip holes in counter. This was before closing, but construction manager said SM would not replace it, only covered by warranty, which is c*** prior to closing.Now the problem: entire upstairs floor under carpet (decking) makes loud cracking noise as you walk across floor. ** sent a man out to repair and he said, they would have to remove the carpet. It wasnt an isolated area in one room. They have yet to get back with me to repair. Larger issue is floor joists below family area badly needs reinforcing to stop vibration from any movement on floor. Even while sitting on couch/recliner and merely lightly tap your foot and anything glass on center isle bat area, any counter top, or in refrigerator rattles. Likely second 10 hole located 68 from interior stud wall; which for 14 TJI 110 would be minimum distance. TJI 110 is the lightest of the 5 14 floor joist. This is a brand new Stanley Martin home less than a year old.

  Business Response

  Date: 04/05/2024

  We take our responsibilities and commitments to every home buyer seriously and we appreciate ****************** bringing his concerns to our attention. We understand that our ******************* is in communication with ****************** regarding his floor concerns. We have not received any reports of HVAC issues, and at present, there are no plans to replace the island countertop as ****************** was unable to identify the issue when warranty personnel visited the home. However, all other warrantable concerns mentioned have been addressed. We will continue to work with ****************** to address any warrantable issues as per our usual warranty terms.

• Initial Complaint

  Date:03/05/2024

  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 bought a home from Stanley Martin less than two years ago. The siding on the roof and possibly the roof as sustained damage. This is a dangerous situation. The siding could fall and injure or kill someone.Stanly Martin refuses to fix it and is giving me the run around as to the company they used to do the work .I investigated the company Stanly Martin said did the work (Which is ************) and found the following:************ has no website one would expect from a company of this type;The phone number SM gave me for ************ is answered by a mumbled voice and only a voice mail; there was no professional response at the number one would expect in a business of this type; and Ultimately, ************' registered agent traces back to Legal Zoom, which does not appear to be a registered agent for a company of this type.I believe SM has set up ************ as a fictitious company and a front in order for them to avoid standard warranties and push costs on to home-owners. I request Stanley Martin either fix the roof/siding or provide me with a contact name at ************, a phone number at which someone will answer, an address for the company, and provide me business brochures or other information proving that ************ is a real independent company and not a corporate front.STANLEY MARTIN MUST RESPOND TO ME IN WRITING AT MY EMAIL ADDRESS OF **************************

  Business Response

  Date: 04/09/2024

  Stanley Martin Homes takes our responsibilities and commitments to every home buyer seriously and we appreciate **************** bringing her concerns to our attention.
  Our team has been in communication with **************** regarding the storm damage to her home.We advised her that the damage was not covered by warranty. Our team suggested that she either contact a local handyman or go through her homeowners insurance to address the issue. **************** refused and asked if our subcontractor would complete the work. We provided her with the telephone contact information for our subcontractor ************ on 3/5/24 and explained that they may not offer retail services to the general public. Not all our subcontractors maintain a website, which may explain why she could not find a website for them.