Business Profile

Home Builders

Stanley Martin Homes LLC

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Complaints

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

Customer Complaints Summary

74 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

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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:02/28/2024
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.
After closing on this villa home (December 12, 2023) the drama began with the heating strip, which I had not clue as to what or why this was an issue. The heat stopped working on January 24, 2024 which lead to SM contacting ****** Heating and Air. They came out (3 times) and adjusted a few items and stated in writing that the emergency heating strip was left on which lead to an electric bill of $291 and $320, (Back to back months) remind you I still had not moved into the home. It is still vacant today February 28, 2024. I have not moved in or used any of the appliances or heat or air. I have sent multiple messages to SM management team but have not gotten a response as to these charges from *************** ****** is making their 4th appearance to try and resolve the electrical issue today. I simply want SM to cover the electrical charges which they clearly made an error during the poor construction process. I even reached out to their ** of Sales and Marketing and she still has not responded. I would never purchase a home from this company again and would not recommend any concerned buyer to purchase. The entire process especially with this sales team has been excruciating. I had serious concerns during the early stages of this process and decided to back out but the ** of Sales made it clear I could not get my $20k deposit back. It was at that point I should have gone straight to my attorney to help resolve this matter and found another builder.
Business Response
Date: 03/11/2024
We take our responsibilities and commitments to every home buyer seriously and we appreciate ************** bringing this to our attention. Our team has been in communication with ************** regarding his concerns and have confirmed that his **** system has been repaired. ************** has been notified that he will be receiving a reimbursement for excess charges caused by the **** issue.
Initial Complaint
Date:02/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed for a home and paid 8000$ in ****** money. However at completion the builder backed into the garage wall with a truck and several windows were left open during weeks of down pour. I quickly canceled my contract. Upon cancelation they told me I would not be getting my ****** money back and to sign a document via web saying I forfeit everything. Even my agent was shocked. I was either forced to buy a house with water damage and busted garage wall or surrender 8k in money..
Business Response
Date: 02/16/2024
Our team communicated to ************** at the time of purchase that he would not get his ******* Money Deposit back should he decide to move forward with the purchase then cancel. It is our responsibility to ensure that any damage that *** occur during construction will be corrected and we will provide the homeowner with a home that has passed inspections, has a Certificate of Occupancy, a title and warrantable deed in place. Our team made the necessary repairs and offered ************** to get his own inspector to ensure there was no damage. The home has since been resold and was inspected by a 3rd party inspection and no defects were found. With this information, we consider this matter to be closed.
Initial Complaint
Date:01/05/2024
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.
Bought a home got a 3rd party inspector, and did a great job. However things werent installed when we had to get the inspector for Stanley Martin time frame. Some of the issues we wanted fixed from the report in October was the roof, we asked for it to be checked out and documented. Stanley Martin **** ******* assure us it was just shingles not relaxed yet and that a roofer said no problem. However one of their 3rd party roofers I asked to look at it and they said not shingles, that is the sheeting underneath. Turned into warranty, several times warranty guy drove by and was even in front of house and said nope need to make an appointment for that. Sliding glass door, tug up in home inspection cause it wasnt locking correctly. They decided to move the latch instead of fixing the safety problem. Now the door is very hard to operate, this was brought up several times. Last time was with the installers and manufacturer, Stanley Martin was a no show. They pointed out that there was a builders defect and showed where, and said Stanley Martin will be notified and have to get other trades involvednothing that going on a month. This is a big safety issue, its one of our major ways out if an emergency in the house happens. Blown insulation, trampled down cause vendor had to fix a window, irrigation that wont switch zones nor shut off unless you kill the water, warranty says they will get to it next week, but that will kill my landscaping, sorry we dont warranty landscaping. Bathroom shower tile installed incorrectly, an entire area missed with base trim. Nails exposed in a hall bench which poses a safety issue to those who sit on it. A electrical panel thats missing a lock out tag and utilities company will fine you for. We have our 60 day inspection and seems this community doesnt want to follow Stanley Martin rules or procedures on website.
Customer Answer
Date: 01/08/2024
Today we noticed another issue with the roof when talking to the neighbor
Business Response
Date: 01/22/2024
We take our responsibilities and commitments to every home buyer seriously and we appreciate ************ bringing his concerns to our attention. We understand that Stanley Martin team members were in communication with ************ regarding his concerns and conducted his 60-day inspection on 1/11/24. We will continue to touch base with ************ to monitor the status and completion of the warrantable items once they have been scheduled.
Customer Answer
Date: 01/25/2024
After coming out and finding that the door was improperly installed you sprayed it with a silicone spray that is temporary. The sliding glass door is still not opening easily. The sidelights you replaced my front door with were used, cause of the silicone stuck to them.
The roof issue your guys brought out the shingle guys even after they were out here once and said its the sheeting. Now your handyman crawled around the ductwork and took pictures. The roof is now officially structural issue. The rafters are off causing issues to the roof. This requires attention and the correct fix. Still waiting on the wall that you guys said you would install near hvac unit.
I would like to know why you stopped the progress on my sliding door since its was a safety issue until the 60 days. Working with me requires things getting done correctly2 things garbage disposal and floor squeak is what you guys fixed.
Seems more homes have roof issues from structural to shingle issues. Seems nobody checks out the roof or your employees dont want to. You guys schedule someone when we told you guys when you could see the problem. But your guys tend not to care.
customers ask how we like our home, neighbors are great, home look at my roof and we invite them onto the patio where they operate the sliding glass door. Man this is hard, they say, year Stanley Martin fixed it. Fixed it? We let the work speak for itself.
I just find it hard to operate the door with my heart issues, still after its fixed.

Business Response
Date: 02/05/2024
Our team is aware of **************** concerns and we are working diligently to get all warrantable issues resolved in a prompt and efficient manner in his home.
Business Response
Date: 02/16/2024
Our team is aware of **************** concerns and we are working diligently to get all warrantable issues resolved in a prompt and efficient manner in his home.
Initial Complaint
Date:12/27/2023
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 purchased a single family home with Stanley Martin at ************************** neighborhood. We had a walkthrough on 14th Dec'23, but found there is still lot of work pending. The final walk through and the closing dates were on 20th Dec'23. But they still did not finish the pending Jobs by 20th Dec'23. They mentioned they will charge me $500 per day If the closing date is moved further and also promised me they will finish all the pending work and hand over the home by the end of the day on 20th Dec'23 . As of 26th December they are sill working in the property. There is no response for my emails, texts or phone calls from the Sales team, Builder or Customer service. Though I have paid fully for the home and completed closing on time with the attorney on 20th Dec'23, they are not responding to me by any means on when they can complete the work. I already took 2 days off from my job for all these activities and also my family had disappointed emotionally as we planned to celebrate Christmas in the new home. I expect Stanly Martin to reply me with the final date when, the house will be ready for the move-in and also compensate me the same $500 per day for their delays.
Business Response
Date: 12/28/2023
We take our responsibilities and commitments to every home buyer seriously and we appreciate ************************ bringing his concerns to our attention. We understand that the pending items were completed and the home was ready following the second walk through. As of 12/27, we have not received any warranty requests from ************************. We have tried to contact him since being informed of his complaint but have not yet received a response. We will continue to reach out to determine if there is any follow-up needed and address any warrantable items.
Customer Answer
Date: 01/02/2024
Hi, In this case the initial work in the home itself is not complete not the repairs. That is the reason there was no warranty requests raised for repairs. All the incomplete work is from the second walk through(12/20/2023). I got the replies, only after I logged a compliant with BBB. Even todays emails response has, still there is a pending item from second walk thru. Already sent the photos of the incomplete work to Stanley Martin in my previous emails. I can provide the same photos to BBB if required. As of yesterday the shower door was blocked by the building team to complete the initial work in master bathroom. As I already paid in full and could not move in until now with all the work going in the home, I request Stanley Martin to compensate me $500 per day for this delay from 12/20/2023. The same way they like to charge me $500 per day if I delay in the closing process.

Faithfully
*************************************
Customer Answer
Date: 01/05/2024
[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: ********

I am rejecting this response because: The warranty requests were not raised because all the incomplete work was from 1st walk through on 12/14/2023 and 2nd walk through on 12/20/2024 (before closing with Attorney). As of 01/01/2024 the master bathroom cannot be not be used as they were still working. Though Stanley Martin did not accept my request to move the closing date to further, We could promptly pay in full on the date they requested which is 12/20/2024. They are suppose to be giving us the finished home. But due to the work going inside the home, we are not able to move-in. Received email response on 01/03/2024 that there was still a pending work to be complete. I request Stanley Martin to compensate me for the delay, the same way they like to charge $500 per day for any delays.
Regards,

*************************************
Business Response
Date: 01/08/2024
Our team has worked diligently to complete the pending items in a prompt and efficient manner in **. *********** home. We are committed to responding to all properly submitted customer service requests promptly and professionally should any other concerns arise.
Business Response
Date: 01/11/2024
Our team has worked diligently to complete the pending items in a prompt and efficient manner in **. *********** home. We are committed to responding to all properly submitted customer service requests following the warranty process promptly and professionally should any other concerns arise.
Customer Answer
Date: 01/11/2024
I see the reply from Stanley Martin, that they completed the pending work at home. Thanks for notifying me the status. Also I requested Stanley Martin to compensate for my losses for the delay from the Payment closing date to completion of the pending work in the home, that is from 12/20/2023 to 01/05/2023 (17 days). I hope Stanley Martin will compensate me the same way they charge ($500 per day) for any delay in the closing process.
Initial Complaint
Date:11/16/2023
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 failed to address customer issues, which the customer reported when closing the home after a 60-day warranty and a 1-year warranty.Stanley Martin miserably failed to address the issues that I reported from day 1 about the problems after closing the homes. After 13 months of waiting, they have finally come up with fixing those issues, and so far, they have provided the false promise they were supposed to do as per agreement. We are looking for Stanley Martin to fix the issues that have been reported many times earlier. Even though they have started working now, the pain and frustration that we want to endure are still there. At least they should work on better customer support. If this is the case, they should have started addressing these issues earlier instead of coming now after one year. I want to constantly ask Stanley Marin to address my issues promptly and provide the fix or replacement as per agreement to satisfy the basic requirements we are expecting. We are having deadlock on the granite issue where I am requesting a replacement, and they are saying they can fix only the crack repair, which really doesn't make any sense to me. They have charged for the granite upgrades, which their supervisor really failed to quality inspect, even though we informed them about the cracks and replacements. It's a totally Stanley Martin issue, in which they failed miserably on the quality check, where the actual homeowners suffer a lot. I am asking the Stanley Martin team to review my outstanding issues and provide the fix as soon as possible, especially in the master bath, granite, and windows.
Business Response
Date: 11/29/2023
At Stanley Martin, our goal is to work promptly to ensure all outstanding service requests are resolved in a timely manner. We understand that Stanley Martin Team Members have been actively working with ************************** to address the warrantable concerns at his home and to schedule an inspection with a granite countertop professional. We look forward to continuing to work with ************************** in the effort to have his remaining warrantable items resolved in a reasonable amount of time.
Customer Answer
Date: 12/07/2023
Still, we are having the granite issues. Technican came, and they have applied the half-bake fix, where we are seeing the granite dent instead of the line. Again, for the bathtub issues, they added some wood underneath the tub. To be clear, this is the third time they have added wood, and I can still hear the crapy noise when we are taking a shower.
Customer Answer
Date: 12/11/2023
[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: ********

I am rejecting this response because: Still, issues are addressed but not closed. A lot remains pending from the Stanley Martin team. Once they have completed this, I will close this case.

Regards,

***********************************
Business Response
Date: 12/19/2023
We are working diligently to get all warrantable concerns resolved and will continue to touch base with ************************** to monitor the status and completion of the remaining items.
Initial Complaint
Date:11/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our property is located in Avalon Park at ********************************, Orlando FL *******. A year ago during the last property inspection before closing we told the construction manager about the kitchen cabinet issues and we were told that we needed to close on the property and that they were going to be fixed later. The construction manager stated that the cabinets would take a longer period to get fixed because they ordered the parts from a different place and making the door replacements was a task that would take time. We were understanding and decided to close. We wrote an email to ******************************* on 12/11/22 asking for an update on the cabinets. No one replied to that email. Later on, around December, they sent someone from the cabinet company. The person came and fixed some things and said he needed to order doors and other areas that were broken and that it was going to take a long time for the parts to come back as they had to be made from scratch. We continued calling and finally, around September 30, 2023, the cabinet company answered and stated that Stanley Martin didnt pay them for the 1st visit and that is why they never came back. I have been in contact with ***************** and she stated that it was our fault to call in October. In addition, they said, that we were currently out of warranty and that Stanley Martin doesn't have anything on file that stated that we had issues with the cabinets before. She stated that it was my fault for not reaching out to them, which is not true. We continued to call and leave messages, but no one answered or called back. My cabinets are currently damaged and it is unacceptable that Stanley Martin is not taking responsibility for this. Any help with this will be appreciated. We would like this resolved and ********************, Warranty Manager is refusing to help with a solution.
Business Response
Date: 11/29/2023
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 understand the concerns mentioned in ****************** complaint were not raised during the new homeowner orientation or within the one-year warranty period. As a result, we denied the claim. However, Stanley Martin intends to reach out to **************** about one of the claims related to what appears to be a protruding nail in the cabinets.
Customer Answer
Date: 12/05/2023
[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: ********

I am rejecting this response because:

As stated before I have documentation that proves my initial complaint was during the warranty period. It is not my responsibility to continue checking after creating the first complaint. At this time no one has called me to go over the statement in the response that it may be a manufacture issue with the nails in the cabinets.
Regards,

*************************
Initial Complaint
Date:10/17/2023
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 built a house with Stanley Martin in the ******** neighborhood. They are in charge of the maintenance of our roads and our common area until they hand it over to our HOA. For our common area, they pledged to take care of mowing the lawn, picking up fallen limbs, building a playground, etc., however, the common area is often overgrown and has fallen limbs throughout the space. They also are supposed to maintain our roads but they fall into disrepair while the rest of our neighborhood has freshly paved roads. Bottom line, Stanley Martin has failed to live up to any promises they made. I would not recommend this company to anyone considering building a home as they did not finish the job they promised.
Business Response
Date: 11/03/2023
We thank you for bringing your concerns to our attention. The quality and maintained care of each of our neighborhoods is extremely important to us and we are actively working, in coordination with the HOA, to fully address the common area improvements that are our responsibility.
Customer Answer
Date: 11/14/2023
[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: ********

I am rejecting this response because:
The ******** HOA has provided Stanley Martin a very thorough list of actions required in the common area. Stanley Martin has ignored all correspondence from the HOA and has yet to complete any items required for the common area improvement. They are not working with the HOA to resolve our issues; in fact they are doing the opposite.
Regards,

*******************
Business Response
Date: 11/29/2023
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 are continuing to work with the *** to address and resolve any outstanding issues for which we are responsible.
Business Response
Date: 12/11/2023
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 are continuing to work with the HOA to address and resolve the common area improvements and any outstanding issues that fall under our responsibility.
Initial Complaint
Date:09/18/2023
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.
Home purchased 9/23/22, tried contacting company as far back as April re: drainage issues, I keep getting the runaround, nothing has been done. Im now running into what I think may be foundation issues. There is a creek/ravine that is next to my home that is separated by sand and as it continues to rain the sand is starting to breakdown and some point I wont be able to enter my backyard or not sure if the foundation of my house could sustain with the sand holding it up. As of 9/15/23, it looks like my fence is starting to lean, and that will be the first thing to go. I want someone to remedy that situation.
Business Response
Date: 09/27/2023
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 understand that Stanley Martin Team Members were in communication with **************** regarding her concerns and have scheduled repair work to take place on 9/28/23.
Customer Answer
Date: 10/26/2024
[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: 20620981

I am rejecting this response because:

I've been reaching out to Stanley Martin about this issue as far back as 9/23, my last contact was in April 2024. I'm next to a creek/retention pond that has been eroding as far back as then, I've warned them on several ocassions, last contact they placed rye grass to control the erosion, as of now my fence is now being affected by the erosion. I have erosion under the front of my home where I was told to place rocks to stop the erosion. At this point I'm not sure what can stop the erosion

Regards,

******* ******

Business Response
Date: 11/04/2024
We take customer concerns seriously and appreciate Ms. ****** bringing this matter to our attention. Upon being notified of her concerns, we reached out to our ******** team and they confirmed that they did not find any erosion near the fence. In connection with the purchase of the home, Ms. ****** received a 10-year limited warranty agreement issued by 2-10 Home Buyers Warranty which provides mechanisms for reporting claims, including those related to any structural concerns.
Customer Answer
Date: 11/08/2024
Thank you, I'll be reaching out to the media and whoever else will listen to me as the erosion is now out of control and getting worse the more it rains. I had to place stones under the front of my home to avoid that erosion. If I make one wrong move off the side of my home and fall I;m afraid that will be fatal, and I live alone and no one will hear me or even know that I'm there, and of course they'll say there's no erosion, I walk in the back of my yard and there are holes all through the yard, my fence was one inch above the ground and it is now digging into the ground. You can't sale a home to someone on eroded property, This issue has been going on for sometime, I have documentation going as far back as 2023 where there once was a hill it no longer. I've paid too much money for this property for no one to have made sure this was an avoidable issue. There is drainage issues all around this development and I'm sure I'm not the only one complaining. Please do you due diligence and fix the neglected property next to me and repair my fence or return my money. This is not going to end just because you say so
Initial Complaint
Date:09/14/2023
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 purchased a new home with a rooftop deck, but unfortunately, we faced a year-long struggle due to issues with the vinyl mesh. The vinyl membrane was loose in two areas of the wall, and screws were coming loose, causing us to worry about water damage to our roof. On October 3, 2022, a repairman came to asses the issues with the walls. According to the repairman, the issue was that drywall was used, which was not the appropriate material. To make matters worse, they also stated that this would be a problem for all Stanley Martin homes, and the workers had tried to make them aware of this problem, but did not take the necessary steps to fix the issue, leaving homeowners like us to deal with costly repairs in the future. On June 16, 2023, the community manager and repairman came to our door, unaware that they were being recorded by our doorbell camera. We overheard them discussing the issue with the drywall and whether or not it could be repaired. Although concerned, we were relieved when they finally completed the repairs. A total of about 9 months and 7 days later. However, on September 6, 2023, just 2.5 months later, we noticed that the walls were loose again, and the drywall appeared to have water damage. We reached out to Stanley Martin, but our claim was denied by Paul because it was beyond our warranty. We have been courteous and patient throughout this entire process. However, we are worried that we will have to pay for expensive repairs for our new home. Our only request is that Stanley Martin follows through on correcting the repairs that were not properly completed. Links to videos of the community managers conversation:********************************************************************************************************************************************************* ***************************************************************************************************************************************************
Business Response
Date: 09/27/2023
At Stanley Martin, our goal is to work promptly to ensure outstanding warranty service. Our team has been in communication with ****************** regarding his concerns and are actively working with him to schedule the services necessary to address the issues that arose.
Business Response
Date: 10/10/2023
At Stanley Martin, our goal is to work promptly to ensure all outstanding service requests are resolved in a timely manner. We understand that Stanley Martin Team Members met with ****************** on 9/25/23 regarding his concerns and are actively working with him to schedule the service to resolve the rooftop membrane issue.
Customer Answer
Date: 10/17/2023
On September 25, 2023, a representative from Stanley Martin visited our residence to inspect the problem, which was certainly a step in the right direction. However, it has now been 17 days since that visit with no substantial progress. Just today, we received an email outlining a service date scheduled for November 8th. We appreciate the effort to communicate, but the continued delays in resolving this issue have been increasingly frustrating.
As of today, more than two weeks have elapsed since the last visit, and the extended delay in scheduling the necessary service is prolonging the resolution of this matter. We kindly request a more immediate response and a firm commitment to expedite the required repairs.
We sincerely hope you understand the frustration we are experiencing and the significance of rectifying this matter without further delay. Your cooperation is greatly appreciated.
Thank you for your immediate attention to this critical matter.

Warm regards,
***************************
Customer Answer
Date: 10/17/2023
[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: ********

I am rejecting this response because:
I trust this message finds you well. I am writing to address a persistent issue concerning our rooftop deck, which we initially reported prior to September 14, 2023. At that time, we were given assurance that any necessary repairs would be promptly attended to, but unfortunately, we later received news of denied coverage.

On September 25, 2023, a representative from Stanley Martin visited our residence to inspect the problem, which was certainly a step in the right direction. However, it has now been 17 days since that visit with no substantial progress. Just today, we received an email outlining a service date scheduled for November 8th. We appreciate the effort to communicate, but the continued delays in resolving this issue have been increasingly frustrating.

As of today, more than two weeks have elapsed since the last visit, and the extended delay in scheduling the necessary service is prolonging the resolution of this matter. We kindly request a more immediate response and a firm commitment to expedite the required repairs.

We sincerely hope you understand the frustration we are experiencing and the significance of rectifying this matter without further delay. Your cooperation is greatly appreciated.
Thank you for your immediate attention to this critical matter.

Regards,
***************************
Business Response
Date: 10/25/2023
The timeframe provided reflected our priority to have a Stanley Martin representative present and was our first available opportunity to align multiple subcontractors on-site at the same time.
Initial Complaint
Date:08/24/2023
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 closed on our home in Harrisburg, NC in Dec 12/2021. As a part of the purchase, Stanley Martin provided a one year warranty for reasonable repairs on the home. Documentation of the request repairs was necessary by the 11 month deadline which we provided with photographs in November 2022. As of 08/2023 none of the requested repairs have been addressed including issues that were present at closing. Stanley Martin initially blamed Covid delays; however, they continue to build new homes in the area and are kind enough to email us when new build homes near us are available. I've reach out to the warranty department greater than 10 times and have been told that I would be contacted by the service manager with at least an estimate on my repairs and have heard nothing. Our hardwood floors began buckling in the summer of 2022 and have yet to be addressed. Our brand new stairs squeak because the underlying wood was crack prior to carpet being installed which has still not be addressed. Baseboards are peeling off the walls. We had a roof leak that thankfully our superintendent had repaired but the drywall was never painted nor corrected. We waited over a year to move into our new home and have a plethora of repairs that have yet to be corrected
Business Response
Date: 09/15/2023
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. Stanley Martin Team Members have been in communication with ************************ regarding her concerns and addressed all warranty issues on 9/13/24.
Customer Answer
Date: 09/29/2023
[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 ********. The company (Stanley Martin) was able to complete our repairs in a timely manner and to our satisfaction.

Regards,

*********************************** (******)

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Stanley Martin Homes LLC is NOT a BBB Accredited Business.