ComplaintsforKB Home

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live in a home built by KB Home. I bought it in 2022 October and it was a new ******** the end of 1 year inspection by my private inspector, I was told that there was an uneven surface in my bathroom floor which was due to water beneath it. I contacted KB Home which then contacted ********* company to look into it; the floors company cut the floor a bit to be sure about the water leak. KB said it was due to missing silicon along the shower boundary. My friends live in 40 yr old houses and they never ran into this problem due to missing Silicon (they don't apply Silicon at all). ** also said that this was home owner responsibility and so they didn't do it.I am sad to say that they lie when they say they care about their customers and their homes have ***** year warranty. They don't even provide 1 yr warranty.But they asked CR Floors to provide floor material to me. The latter did provide some. I agreed to pay out of my pocket for the repair work. I was not able to contact CR floor to do the repair work due to family emergency and work issues this year. Now when I contact them and CR Floors, none of them are helping me. I am writing this complain after requesting them humbly and sincerely for more than two months. CR Floors sent their guy yesterday who promised me he would get back after talking to KB Home and doing his research around what work was pending. He told he had to do a lot of research. In less than 30 mins, his company replied to me that they can't remodel my home. I am asking a simple repair (it's a very small area) and they say about remodel. I guess both KB Home and CR Floors are hidings things from me. They don't want to repair it because of some other reasons which they are not sharing with me. If a floor company can cut something why can't they repair? Why didn't they tell this at the time of the testing work when they had to cut the floor? Had they said the same thing if KB Home would have owned the responsibility of fixing this issue?

  Business response

  10/09/2024

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  
  After further careful review of the previous report and taking Mr. Pradhan’s concerns into consideration, we will proceed with necessary repairs to Mr. Pradhan’s shower and bathroom floor.  We sincerely apologize for any inconveniences.  Thank you.
  

  Customer response

  10/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22346600, and find that their first remark is satisfactory to me. They have accepted that they would repair my shower and bathroom floors. 

  They haven't talked to me yet. What is my next step? 
  
  Sincerely,
  
  Abhishek Pradhan

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a home from ** in October of 2023, the past 11 months have been a nightmare while dealing with this home. They have done nothing but gave me the run around with the issues Im experiencing. Im having heavy settlement issues and concrete separation at an additional porch poured by KB. They claim its not warrantable even though it fits the criteria, Ive been going back and forth with them for 7 months and constantly getting the run around.

  Business response

  09/16/2024

  At KB Home, we strive to achieve total customer satisfaction.  We will continue to work with ***  Sellers until we can reach a mutually satisfactory resolution to the issues raised in his complaint.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We recently purchased a home from KB Home in **********We applied for a loan with KB Home, with a verbal agreement that there would be a builder incentive of $30,000 which we could be apply to the closing costs, mortgage points, and the options of the home. The purchase agreement we signed did not mention the incentive could be applied to home options, we only had a verbal confirmation for this portion. Throughout the loan approval process, we saw that the $30,000 incentive was NOT applied in full. Whenever we asked, we received email confirmation that we will get the full $30,000 when we close. The last version we saw prior to closing showed incentive of $27,676.56. When we brought this up to the Notary, he told us that the document was just the "Estimated Settlement Statement". Any discrepancies will be refunded to us. We never received the balance credit of $2,323.44. We had several conversations with the KB Home sales office we spoke to throughout the process, where they admitted that they recall our verbal agreement. However, the sales manager eventually told us they they are not willing to give us this amount. They highlighted that had we not closed, the would be able to apply this amount towards options, but is too late now that we've closed.

  Business response

  09/13/2024

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  
  We respectfully believe there is some confusion with the terms of the Buyers contract.  The contract allowed for a Seller contribution of up to$30,000 for an interest rate buy down and eligible closing costs.  If the rate buy down and eligible closing costs equaled $30,000 or more, then Buyer would receive $30,000 under the contract.  Since the Buyers buydown and eligible closing costs totaled $27,676.56 or less than $30,000, the Buyer received that amount as specified in the contract. 
  
  

  Customer response

  09/19/2024

   
  Complaint: 22257994
  
  I am rejecting this response for the following reasons:

  We had several discussions with the sales team, during which they confirmed that the $30K credit could be applied to upgrades/options for the home. Even after closing, they acknowledged our agreement and assured us they would look into resolving the issue. In fact, the sales team mentioned that if we hadnt signed the closing documents, they would have been able to assist us more effectively.

  Additionally, we have email correspondence with *********, where they repeatedly assured us that we would receive the full $30K credit. Each time we raised concerns about not seeing the entire credit, they reassured us that the amount shown was only an estimate.

  My biggest regret is signing the closing documents. The notary informed us that the numbers were just estimates and that the final documents would reflect the accurate amount, but we never received the credit that was promised.
  
   
  ******* ***

  Business response

  10/08/2024

  We respectively stand by our last response and believe there is some confusion with the terms of the Buyers contract.  *********** contract outlines:
  
  This contribution is not substitutable, transferable or redeemable for cash and it is subject to Buyers loan program, criteria for the particular loan, and provided that in no event will the above contribution paid by Seller when added to any other Seller contributions towards Buyers costs, exceed the applicable cap on seller contributions under the lenders guidelines for the applicable loan program.
  
  The contract allowed for a Seller contribution of up to $30,000 for an interest rate buy down and eligible closing costs.  If the rate buydown and eligible closing costs equaled $30,000 or more, then Buyer would receive $30,000 under the contract.  Since the Buyers buydown and eligible closing costs totaled $27,676.56 or less than $30,000, the Buyer received that amount as specified in the contract. 
  
  Our contract and disclosure require that any sales agent verbal representations be ratified by our company president.  In this instance, there were no verbal representations that were ratified and thus we respectfully disagree that any were made. 
  
  Statements and Agreements By Salesperson:
  KB Home is not responsible for, or bound by, any statement or agreement by a salesperson or
  agent,whether the statement or agreement was made in the past or will be made in the future, unless such statement or agreement is in writing by the President or Sales Manager of KB Home.
  
  Regarding the notary comment that Mr. *** references the role of the notary is to act as an impartial third-party observer to ensure the signing process is conducted properly. They have no involvement in the transaction otherwise.
  
  
  
  

  Customer response

  10/09/2024

   
  Complaint: 22257994
  
  I am rejecting this response because:

  Based on this response, it seems that KB Home is asserting that the terms written in the contract are final and that they bear no responsibility for the promises made by their sales and home finance teams. This situation feels like a misrepresentation by these teams, which management appears to be downplaying. I cannot accept any resolution that does not include monetary compensation. My only regret is having trusted the KB Home teams that worked with me to honor their commitments and having signed the documents in good faith.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Check #*** for $35,000 was signed July 22, 2024 with KB Home reservation instrument for Homesite 169. This document states potential buyers deposit would be returned within two business days. Envelope number 1 of the sales agreement states deposit would be returned immediately. August 23, 2024 we completed electronic signature of KB Home cancelation agreement. ********************** (escrow holder) still has not received the cancelation agreement from KB Home as of Sept 6, 2024 to return our deposit after fourteen calendar days. The reservation instrument and sales agreement are misrepresentations of KB Home practice.

  Business response

  09/13/2024

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  This matter has amicably been resolved.  Thank you.
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the time I moved in I've had nothing but construction issues. While the home was being built I was being sent the wrong plans. So when id come to inspect they would be past or not into the work yet. Granite tile installed CRACKED and replaced with non matching patterns. The expensive long lasting flooring I paid for has not been without cracks this whole time. My perimeter wall was constructed at night under flashlight and was barely standing upon move in. So many corners cut and un matched promises from this company. The only thing I have to show for it is the worst home buying experience of my life. Here is my review which they answered, and then referred me back to some local person that has no idea what they are doing. Basically keeping the customer in circles and limbo until they deny any ACCOUNTABILITY!*Update*****, the "person" who responds to these reviews does nothing but send you right back to the people you're complaining about.STAY FAR FAR AWAY FROM THIS UNETHICAL BUILDER AS OF NOW I HAVE HAD BROKEN GRANITE INSTALLED, CRACKED FLOORING THROUGHOUT THE HOUSE, A PERIMITER WALL THAT COULD EASILLY BE PUSHED OVER, AND HAVE LOST OVER $2000 IN WAGES FOR THINGS TO STILL NOT BE FIXED. CORPORATE DOES NOT CARE ABOUT YOU THEY **** YOU OFF TO SOMEONE LOCALLY WHO CARES EVEN LESS. AS OF NOW I HAVE REACHED OUT TO A CONTRACT ATTORNEY TO HELP WITH THIS.BUYING A NEW HOME SHOULD BE A MEMORABLE AND HAPPY EXPERIENCE. THE REVIEWS ARE NOT LYING!** TURNED THIS EXPERIENCE INTO A COMPLETE AND UTTER NIGHTMARE!HORRIBLE, HORRIBLE experience from start to finish. Never again will I deal with a KB home! All of the negative reviews are true from horrible construction practices to the ATROCIOUS customer service and HOA collecting fees and owners having nothing done for the community. I literally don't have the room to elaborate on everything but know that I will NEVER deal with a KB company again! Do yourself and your family a HUGE favor...STAY AWAY FROM KB HOME!

  Business response

  09/10/2024

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention. We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  We are happy to report that we have reached a resolution with the homeowner.  Thank you!

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  It has been over two weeks since I closed on the new house (8/19/2024) and KB Home has of yet not resolved some of the items I have brought up to construction manager (my point of contact for any issues/concerns or warrantied items for the first 30 days). I have emailed, texted, and called the construction manager, who despite his optimism has yet to send a plumber to fix a loose vent pipe under kitchen sink, an HV** issue where the ** does not cool adequately, and getting someone to pressure wash the paint from the driveway and walkway.

  Business response

  09/09/2024

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.

  We will continue to work with Mr. ***** until we can reach a mutually satisfactory resolution to the issues raised in his complaint.

  Customer response

  09/20/2024

   
  Complaint: 22238961
  
  I am rejecting this response because I have yet to receive any type of communication from kb home. I Still have issues at new home that need to be resolved. I have taken initiative and reached out to construction manager and have received no response in the past week. 
  
  Sincerely,
  
  ******* *****

  Business response

  09/27/2024

  It is our understanding that all the agreed upon repairs have been completed.  If this in not correct, please let us know immediately.

  Customer response

  09/27/2024

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on my brand new home in November of 2022. Defects were discovered at closing that were never repaired under warranty services; these claims are nearly 2 years old at this point. Since the original claim, more claims have been filed; however, KB homes continues to ignore my request for warranty repairs. We have emailed, called, left messages, and we are ignored. There was damaged building material that was knowingly and willingly installed on my home. My claims started in November of 2022, and are as recent as July of 2024. The only claim that was taken care of was an emergency plumbing issue; however, the rest have been ignored. Please see attached email traffic for claim details. All of these claims could be handled in one day if they cared enough to take care of this.

  Business response

  09/03/2024

  We are investigating the matter and will respond shortly. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  KB homes asked for $10,000 deposit for new home at ******** community in *********** but they sold the house to other people but never gave my deposit back.

  Business response

  09/16/2024

  On behalf of KB Home, I appreciate you bringing this complaint to our attention.  We take complaints such as these very seriously and regret that our customer is dissatisfied. Communication such as this is helpful as we strive to achieve complete customer satisfaction.

  The buyer elected to terminate the purchase agreement in August 2022.  Therefore, they are not eligible for a refund under the terms of the Purchase Agreement. 
  

  We wish them well on their future endeavors.

  Customer response

  09/23/2024

   
  Complaint: 22214513
  
  I am rejecting this response because: We the seller was selling the same types of properties for lower prices and we requested price adjustment or other cheaper options  but they sold the property to third party without our written consent. When we inquired back again the property was sold out but we never received our deposit.

  We want the signed copy of our agreement from KB homes that mentions we backed out from the contract. 

  Sincerely,

  
  Dipak Regmi

  Business response

  09/27/2024

  The buyer requested to cancel the transaction in an email dated August 2, 2022. While we strive to achieve total customer satisfaction this customer unfortunately remains dissatisfied.     
  We wish them well on their future endeavors.  

  Customer response

  09/27/2024

   
  Complaint: 22214513
  
  I am rejecting this response because: I never received my deposit back. KB home is discriminating because they refunded for some others but not to me yet.

  
  Sincerely,
  
  Dipak Regmi

  Business response

  10/15/2024

  We are disappointed to learn that the buyer is unhappy with our response.  KB Home stands behind its original response. At no time did our company engage in any deceptive business practices or discriminate against the buyer in any way.

  Customer response

  10/16/2024

   
  Complaint: 22214513
  
  I am rejecting this response because: KB homes could not deliver the ready homes within the promised timeline and refunded to some other buyers but they did not refund to me. 
  
  Sincerely,
  
  Dipak Regmi

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE PURCHASED A HOME WITH KB APRIL 2023 AND HAVE HAD NOTHING BUT ISSUSES MULTIPILE LEAKS (4), LIGHT FIXTURES FALLING APART, GARAGE DOOR HAVING PROBLEMS OPENING AND CLOSING, MOLD IN THE HOME. THEY CAN ONLY SCHEDULE REPAIRS MONDAY- FRIDAY 9AM- 3PM WHICH IS VERY INCONVIENT WHEN BOTH ADULTS IN THE HOME WORK. WE'VE TAKING MULTIPLE DAYS OFF FOR THEM TO COME OUT SOMETIMES THEY SHOW SOMETIMES THEY DONT. WE WERE PLACED OUT OUR HOME FOR 3 WEEKS WITH PROMISES TO BE REIMBURSED FOR HOTEL AND FOOD EXPENCES, WE'VE YET TO GET PAID BACK THIS WAS THE BEGINNING OF JULY WHICH IS NOW COLLECTING INTEREST ON OUR CREDIT CARD. THEY DAMAGED ITEMS IN OUR HOME AND HAVENT REPLACED THEM OR EVEN HEARD HOW WE CAN HANDLE ANY OF THIS. WE CALL AND NO ONE GETS BACK TO **. WE ALSO BROUGHT TO THERE ATTENTION MUTLIPLE TIMES ARE KITCHEN SINK GETS CLOGGED UP THEY SAID THEY'D HAVE A PLUMBER CHECK IT OUT AND HAVENT SET THAT UP AS WELL.

  Business response

  08/23/2024

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  
  On or about August 2, 2024, an agreement was reached with the homeowner to reimburse for expenses incurred while repairs were made to homeowners house due to damages from a water leak.  A Settlement Agreement and Release was sent to homeowner on August 2, 2024 for review and signature.  To date, we have not received a signed Agreement and cannot issue payment until we receive the signed Agreement.  In checking our records, we found that no claims were submitted for light fixtures nor garage door issues.  However, our customer service representative will contact the homeowner to discuss current warranty issues.  Thank you.

  Customer response

  09/02/2024

   
  Complaint: 22170170
  
  I am rejecting this response because:
  They are offering a settlement which takes them off the responsibility to any further damage which isnt right i have had 4 leaks in a year and they are just bandaging up stuff and in the long run Ill be stuck with more problems. Theyve yet to contact me regarding the plumbing issue in the kitchen since or the damages they did in the house well trying to repair the leak and flooring. 
  Sincerely,
  
  ********* *********

  Business response

  09/04/2024

  Our customer service coordinator spoke to the homeowner this morning.  The homeowner advised that there is no leak, but the drain line may be backed up.  A KB customer service representative will investigate the claim.

  Customer response

  09/09/2024

   
  Complaint: 22170170
  
  I am rejecting this response because:

  kb contacted us regarding a leak, when we stated the sink keeps backing up ****** the customer service representative and his manager **** told us theyd send someone out and they didnt send anyone out now that Ive been in contact with BBB they are denying claims and repairs for other things wrong in the home and have yet to reimburse use for all the expenses we had to put out from July 2024 from a leak that places out of our home and now we have interest collecting on credit cards. This needs to be resolved and Ive reached out to KB multiple times to speak with a manager and no one will contact me back. 
  
  Sincerely,
  
  ********* *********

  Business response

  09/13/2024

  Our customer service coordinators inspected what the homeowner believed to be a back up in the sink, but they found no leak nor back up. 
  We have also sent a Release to the homeowner on 8/2/24 and 8/23/24 for homeowner to sign so that we may reimburse for their out of pocket expenses, but the homeowner refuses to sign. We cannot reimburse until we have the signed Release.
  

  Customer response

  09/21/2024

   
  Complaint: 22170170
  
  I am rejecting this response because:
   We never agreed to the settlement theyve emailed for us to sign. They didnt sent anyone out to check out kitchen sink but are now denying to send anyone out when ****** and **** stated someone would come out. ** wants us to sign a settlement they are choosing when they havent even considered even contacting us for our damaged items that their workers damaged when fixing the leak. They need to take responsibility in all the damages, lack of communication and the hardship this out standing bill is putting on our family now. Its been months now and this isnt resolved. We put out over 8k for hotel and food expenses because their lack of getting things done quickly as they stated they would. Now I have over ***************************************************** a bind. They should have been the ones to set up the hotel and pre pay for stuff instead it all fell in our lap.
  Sincerely,
  
  ********* *********

  Business response

  10/02/2024

  KBs position remains the same and stands by our previous emails - Our customer service coordinators inspected what the homeowner believed to be a back up in the sink, but they found no leak or back up.  However, if the homeowner believes there is another warrantable issue, the homeowner may call our customer service number ************ to request another inspection. 
  
  As to the reimbursement, the Release Agreement for the reimbursement items only was sent to the Owner on 8/2/24 and 8/23/24 so that we may reimburse for their out of pocket expenses.  We cannot reimburse until we have the signed Release.  If the homeowner has a question as to the Agreement, the homeowner may contact ****** ******, **************** Coordinator, at ********************************** to discuss.  Thank you.

  Customer response

  10/14/2024

   
  Complaint: 22170170
  
  I am rejecting this response because:
  Ive reached out to the contact information provided on 10/3 and Ive yet to get an email or phone call regarding reimbursement. As well we havent got a response from KB regarding our 18month walk through. 
  Sincerely,
  
  ********* *********

  Business response

  10/18/2024

  ****, our customer service representative, has contacted the husband to schedule further inspections.  Thank you.

  Customer response

  10/28/2024

   
  Complaint: 22170170
  
  I am rejecting this response because: Ive yet to get a reimbursement, Ive made contact with the person theyve told me to email and was told they arent in charge of making the reimbursement ****** from KB homes has to approve it. I now have over $900 accumulated from interest waiting on this reimbursement to pay the credit card that was used for this situation that they told us wed have a reimbursement within a couple weeks and that was in July we are now at the end of October. This will just keep adding up. We just want this reimbursement as we were told wed have within weeks. 
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I closed on my house on 7/6/2024 and I've been trying to get the lot / landscaping completed since then without much luck. Mistakes were made with the property line and the partial fence that was originally built was taken down and replaced with a different one that makes access to the back gate extremely difficult with very little room to move. Trash receptacles are requires by the *** to be in the backyard but it is simply not possible to move them in and out of the gate. The fence also stands where water collects and forms pools due to the poor water channeling.The rest of the lot around the gate and forward of it is still in a torn-down incomplete state. I am now being fined $25 every two days by the *** until this is resolved. I've tried going through the warranty team and they've actually ignored my emails from even a month ago. This ignoring of requests or dismissal of complaints has been commonplace throughout this entire journey with KB. I complained about KB Homes here before during the closing process and it's evident that my family is being retaliated against. No other lot in the neighborhood is in such a terrible state and I've gotten to know my neighbor well. They also have had complaints but where we differ is that the manner of how my family is being constantly ignored and disregarded is not something they've experienced from the same team.

  Business response

  08/20/2024

  On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.  We take complaints very seriously and regret that our customer is dissatisfied.  Communication is very helpful to us as we strive to achieve complete customer satisfaction.
  
  We sincerely apologize for the inconvenience the homeowner may have experienced.  The fence was erroneously installed on the common area property line instead of the homeowners property line.  The fence has recently been moved to the appropriate location on the homeowners property,and we will have a landscaper fix the landscaping.
  

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  Everyone is well aware that only an acknowledgement by the business is necessary to maintain a top rating.
  
  Sincerely,
  
  ***************************

*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. ↩