ComplaintsforNVR, Inc

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our house in July of 2023. We live in Richmond, VA and summers are obviously hot. I tried to turn my a/c to 68 degrees because it was hot in my house. The thermostat would not go past 70 and continued to climb to 73. I notified ****** ******** of this issue. He had an HVAC come to our house and say “the unit is too small to cool the house the way you want it to.” The house never went below 70 degrees all summer. The problem was then passed to ******* ********* who told me the house is not built to go below 70 degrees. ******* had someone run a test and confirmed our unit works properly for Ryan Home standards (as long as the thermostat goes 20 degrees cooler than then the outside temperature it works fine, so when it was 100 degrees outside as long as the unit goes to 80 degrees it’s working). I told ******* and ****** we like our house below 70 degrees in the summer and they confirmed our unit works. The unit will not and cannot go below 70 degrees in the hot Virginia summer. This is what we want and we would have never bought a home that will not do that. There is a house that is an identical ***** floor plan on our street that has a larger unit. ******* confirmed that they get a bigger unit because it faces the sun, which is crazy because so does our house?

  Customer response

  10/04/2023

  I've included 4 pictures of the thermostat on 4 different days in August 2023 (the 1st month in our brand new house). The thermostat was set to below 70 (****** had a new thermostat installed and that did not fix the problem) and the thermostat would not go below 70 degrees ever. These are also ****** smart thermostats so the  data should easily available, showing that the thermostat reported excessive heat humid EVERY single day in October.. I do not see why I cannot have the same HVAC unit of ****************************. This is the exact same house, an Aspen floor plan built only a couple months earlier in the same neighborhood on the same street.

  Customer response

  10/04/2023

  I've included 4 pictures of the thermostat on 4 different days in August 2023 (the 1st month in our brand new house). The thermostat was set to below 70 (****** had a new thermostat installed and that did not fix the problem) and the thermostat would not go below 70 degrees ever. These are also ****** smart thermostats so the data should easily available, showing that the thermostat reported excessive heat humid EVERY single day in October.. I do not see why I cannot have the same HVAC unit of ****************************. This is the exact same house, an ***** floor plan built only a couple months earlier in the same neighborhood on the same street.

  Business response

  10/05/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Both our HVAC engineering company (***), as well as a third party HVAC contractor (***), who was not the original installer, conducted testing on the home on Tuesday, September 5th.  During this visit, *** returned the following findings, “I confirmed the installed equipment matches the manual J and is sized correctly for this home. The home balanced properly, meeting the minimum required airflow for each room. I found a low temperature split in cooling mode (13 degree differential from return / supply plenum) and high sub cooling (26). Recommend having HVAC tech ensure the system’s refrigerant is properly charged.”  We also provided the customer with a copy of the full *** report (attached).
  
  Also on 9/5/23, *** conducted a full evaluation of the HVAC system.  Consistent with the *** report, *** found that the system was significantly over charged with refrigerant.  This overcharging can create the same issue with cooling as an undercharged system.  *** also found that the unit, which is a two stage unit, was not wired properly to go into the second stage.  During this trip, *** was able to adjust the refrigerant levels as well as rewire the unit for the second stage.
  
  Upon checking in with the homeowner early the next day, he informed our Warranty Manager that the house was definitely better and that nothing was abnormal.  By the evening on the 6th, homeowner communicated new concerns with cooling.  Warranty Manager reassured the customer that Ryan Homes would stand behind this until we confirmed everything was right.  The following morning we offered to send *** back to recheck the system and have a brand new manual J run to make sure it was in agreement with ***'s original assessment.  We also offered via phone call to bring a thermal camera to check the insulation in the home.  *** re-visited home on Saturday, September 9th, and found the house was cooling to the desired temperature.  However, *** still put gauges on the system and double checked refrigerant levels.  *** found that the system was running properly and no action was needed.
  
  In reference to the homeowner's concerns re: their neighbor's unit size, we have discussed this with the homeowner and explained the following:
   - We sent that concern to *** to review.  They returned that the main difference as to why the units are sized differently is due to the orientation of the neighbor’s home.
   - We had *** evaluate what would happen if we upsized the unit according to their manual J.  They advised upsizing the unit would cause short cycling and in turn would create a humid, uncomfortable home.  They were confident that was not the path to take.  That letter is also attached.
  
  On the morning of Monday, September 11th, the homeowner texted our Warranty Manager stating they no longer want us to evaluate their system, and demanded the same unit as their neighbors.  Although their unit is cooling to the manual J specifications (20 degree difference) and has been tested and is functioning properly, we still offered to re-evaluate to see if there is a better course of action.  We advised that based on the current HVAC engineer stamping, we cannot install a larger unit in the home; however, we are willing to:
   - Perform a complete thermal camera review of the home to check for proper insulation behind the walls.
   - Have a 3rd party HVAC engineer to run an additional Manual J.  If this Manual J comes back with any evidence we can put a larger unit in and not create short cycling and moisture problems, we will most certainly entertain that solution.
  
  Based on this information, we will not take any further action other than what has been offered by our Warranty Manager on 9/11/23, and again on 9/19/23, after no response. 

  Customer response

  10/05/2023

  [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:
  
  Regards,
  
  ***********************
  20 degrees cooler is not acceptable, we will let them come into our house again but we want to talk to the person they are sending and we want to be involved. The last time they never addressed OUR concerns they addressed Ryan Home concerns. I’m also going to file a complaint with Ryan Homes.
  

  Customer response

  10/05/2023

  The information sent proves our house does not go below 70 degrees in the summer until it does this issue is not resolved

  Customer response

  10/05/2023

  At this time, I would like to reiterate that multiple independent HVAC companies have confirmed that your system is functioning as designed and is properly installed. More importantly I would like to reiterate that a certified engineer has provided us with a letter stating that upsizing your unit would create significant humidity and short cycling issues in your home.  However, and taking into account the information above, my previous offer stands to conduct the following:
  A complete thermal camera review of your home to check for proper insulation behind the walls.
  A third party HVAC engineer to run an additional Manual J with the background of the concerns you have. If this Manual J comes back with any evidence we can put a larger unit in and not create short cycling and moisture problems, I will most certainly entertain that solution.
  
  Please reply to this email at your convenience if you would like to entertain these options. I would also request that all communication moving forward be in writing on this email chain. 
  
  I will be out of the office until October 10th and can respond to any questions or correspondence at that time.

  this was the email I received from *******. He has confirmed that the unit it properly installed but never once addressed why the house will not cool below 70 degrees. This is what we want and if the house does not cool to below 70 degrees it is not properly installed. I will not live in a house that does not go below 70 degrees and Ryan Homes should have disclosed this before we bought the house if this is the case.

  Customer response

  10/06/2023

  I talked to 10 neighbors who are on my street and they all confirmed that in the summer they were able to turn the thermostat to below 70 degrees. If you’d like me to get their names and addresses I will. At this point because ******* and Ryan Homes and NVR are ignoring to give us the same hvac that works for our neighbors we feel we are being discriminated against since we are a *** couple.

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is my first time buying a home and it was the worst experience in my life. I paid a REFUNDABLE depoist that ****** even stated on a contract I wasnt even approved on. I am currently not approved by NVR mortgage and I even had a co-signer come in to try and help and that didnt. In the contract that is my dudiligence. It does not state I have to go to 2-3 different banks. My Pay has changed I am no longer eligable. Refund the money back. It was taken out on Sept 5th it is the 23rd. Nothing has been done.

  Business response

  10/02/2023

  Good Afternoon,

  Thank you for bringing this concern to our attention.  It appears the delay in refund occurred due to the customer filing a stop-pay on part of their payment.  Therefore, we needed to confirm they did not do the same on the other payment before we could finalize the return. 
  
  The termination of this Purchase Agreement was sent to the customer on Tuesday, 9/26, and was executed same-day.  The Hand Money return was initiated on Thursday, 9/28, and has been refunded to the customer as well. 
  
  Based on this information we consider the matter closed.

  Customer response

  10/06/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a roof leak that is covered under warranty and every time Ryan Homes comes to fix it it still continues to leak. It takes weeks to get a phone call back and when they finally call and say the roofer will be here to fix it on a certain day they always cancel the day off. I need Ryan homes to come and fix the problem. This has been going on since the original leak 12/24/2020 and its now 9/22/2023 and its still not fixed. They were supposed to be here last week, then yesterday and now today and have been cancelled on every time. This is unacceptable

  Business response

  10/09/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  This roof leak was repaired in the afternoon on Friday, September 22nd. The homeowner advised our Warranty Manager that she was happy that the issue was resolved by our Warranty Supervisor (****) and *******, who took the place of ***************, to make repair that *************** was unsuccessful in completing.  **** followed up on Thursday, September 28th, and spoke to the customer's wife to ensure there were no leaks after the last 4 days of rain and that we were able to correctly identify the issue.  **** received a text from the customer later that day, after their conversation, confirming the roofer had completed the work.

  Based on this information, we consider the matter closed.

  Customer response

  10/12/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had 19 Warranty issues that we submitted to Ryan Homes Warranty that were identified by a home inspector as we were approaching our 1 year mark in our new home, back in February 2023. While most of the issues have been fixed, there are still two issues that have not been addressed. One, a drywall issue we decided to fix ourselves due to lack of response from the builder. The second issue, a large crack in our walkway has not been fixed. We have repeatedly contacted their Warranty department and the Project Manager. They advise a vendor will contact us but for over two months now we still have not received a response. We are asking BBB to have Ryan Homes have a contractor respond to repair/replace the cracked sidewalk. 

  Business response

  10/09/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Our Warranty Manager met with the customer on Monday, September 25th, to discuss the conrete crack in the front walk.  We agreed to use an epoxy to repair the crack, then over coat it to blend it into the original surface.  This repair was completed by ***************************************** on Friday, October 4th.

  Based on this information, we consider the matter closed.

  Customer response

  10/13/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Weve been working with NVR to build our new home; to note at the outset, both the sales team and building team at NVR have been completely fantastic.We used NVR Mortgage for financing our home - we chose them over more traditional lenders because of a significant ($30k) credit offered. At the outset, our agent with NVR (***.) stressed her experience in this area, and her ability to make sure everything was done smoothly. We were informed at the outset that a significantly higher degree of mortgage/applicant approval was needed prior to starting construction, which we received (and resultantly believed that, once this was done, the mortgage was basically set aside from updating items prior to close). We received a couple passive emails in July from ** requesting updated info; we then without warning received an email from ** roughly 40 days from scheduled closing stating that, based on not receiving all info, they would not be able to close by the anticipated date. We then immediately got them all info requested - wed been given zero indication that there was any threat of a closing delay, and would have immediately gotten info over had ** communicated that this was a realistic possibility prior to then. Since that point, we've continually received emails from ** that simply relay mortgage investor feedback - with nothing proactive at any point (ie providing that investor will need *** from past experience - were instead waiting for them to request purely admin documents, with resultant delays). We spoke to a management member Wednesday who told us they should have feedback on approval by Friday (9/15) - on Friday we neither received approval from the investor nor did we get any type of courtesy call/email/update. I called them and got no reply. Were now ten days past our initial closing date with thousands of additional expenses and no type of firm closing date still available. Wed strongly recommend avoiding them, even with a $30k credit.

  Business response

  09/26/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Our Mortgage team has reviewed this complaint and provides the attached response.

  Based on the information in the letter, we consider the matter closed.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, I recently bought a property through Ryan homes and used their preferred lender NVR Mortgage to obtain a loan as it was recommended by the seller. After 2+ months of back and forth trying to obtain the loan, NVR kept requested more and more documents and in the meantime the mortgage rates kept going up. Originally we had agreed to pay 1.495 points to keep our rate, but by the time NVR got everything together, rates went up and they charged us 2.02 points making the deal $1500 more on my end as the buyer. They did not care and did nothing to accommodate until I threatened to take legal action. Once I mentioned this they immediately scheduled a settlement date which led me to think they prolonged everything only for their own monetary benefit. I would like the additional points we paid $1500 plus their processing fee of $2000 returned.

  Business response

  09/21/2023

  September 21, 2023

  Thank you for the opportunity to respond to the above referenced complaint.  

  NVR Mortgage Finance, Inc. (NVRM) would like to offer the following background information on this transaction.  

  *** **** executed a sales contract dated 6/5/2023 to purchase a home located on *** ******** ****, Coatsville, PA *****.

  The contract included an Affiliated Business Arrangement Disclosure signed by *** **** that acknowledged that he was aware of the business relationship between NVRM and the seller, Ryan Homes.  

  *** ***** was permitted to utilize any lender that he wished to in order to finance his home.  

  *** ***** chose to apply with NVRM. Below is additional information:  

  A Loan application was taken on 6/9/2023 from *** ***** ****.

  • Application was conditionally approved on 7/7/2023.
  • The interest rate was locked on 6/12/2023.  The rate was locked in at 7.125% with a cost of 2.625.  The borrower received a Loan Estimate and Lock Agreement with the agreed upon terms.  
  • After locking in, *** **** came back with an estimate from ****** Mortgage with lower term.  NVRM agreed to waive 0.375% to earn the customer's business.  ** **** then came back again requesting pricing concessions.  On 6/28/2023, an additional concession was provided in the amount of 0.75%. In total, concessions were provided in the amount of 1.45% for a 7.125% rate.  All of which has been disclosed to *** **** in a timely manner. 

  Delays in closing the loan were caused by additional documentation requests that were needed due to additional information that was discovered during the loan origination process based upon information provided by *** ****. 

  After resolving the documentation issues, *** **** delayed the process by stating he would like to cancel the sale.  He spent several days talking with NVRM, Ryan Homes and he developer before proceeding with the consummation of the transaction.

  The terms of the loan were disclosed in an accurate and timely manner to *** ****. NVRM worked with him to get the loan to closing and provided customer service accommodations during the process. 

  This complaint is without merit, and should be closed.  

  Sincerely, 

  Philadelphia Branch Manager

  NVR Mortgage Finance Inc. 

  Customer response

  09/21/2023

  [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 delays mentioned were caused because NVR failed to request the required documents in a timely manor. When they did ask we provided them almost immediately. There would be periods of 7-10 days where we would not hear from NVR. Due to this lack of communication and the multiple point hikes I threatened to cancel the deal before any more increases. NVR then decided to act on things and suddenly were able to schedule closing for the following week. This was very odd to my partner and I. 
  
  We would like to be compensated for the different in the 2.02 vs the 1.45 points we should have paid. 
  
  Regards,
  
  *******************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  HVAC system not working and they came 3 times and problem is still there

  Business response

  09/22/2023

  Hello,

  Thank you for bringing this matter to our attention. Upon receipt of this dispute, our executive leadership reached out to ************** to discuss the noted concern. On September 12th they discussed the matter where it was confirmed the issue had been resolved on our last visit to the home on September 1st.  During this conversation he mentioned another possible concern that we agreed to review. Our Warranty Manager reached out twice and followed up via email on September 19th where we have not gotten a response. We will wait for ************** to contact us at this point.
  
  Based on this information, we consider this matter to be closed. 

  Business response

  09/25/2023

  Good Morning,

  On Friday, September 22, our Warranty Manager received a call from ************** advising he will provide us his next available opportunity to meet at the house.  Once a date has been determined, we will meet the customer at his home, along with our plumbing contractor, to investigate his concern. 

   

  Customer response

  09/26/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I closed on my home in March 2023. I have been waiting since then for the garage door to be repaired as well as the trim on the outside of the house to be completed. I have had continuous issues with the property, including most recently a crack in the foundation. Many items throughout the home were done poorly and I have had to correct or repair them since moving in. My project manager did not follow up on things that were supposed to be completed once closing occurred including the trim, garage, and lawn. Since the disappearance of the project manager, the warranty contact has been condescending and continuously speaks as though my concerns are not valid. After speaking to my male neighbor, it is clear that I am being addressed differently than he has been by most of the contacts.

  Business response

  09/22/2023

  Hello,

  Thank you for bringing this matter to our attention. Upon receipt of this concern, our local warranty team was able to put a plan of action in place to address the noted concerns. One item remains that has been scheduled with the homeowner for mid-October. All other items are complete to customer satisfaction.
  
  Based on this information, we consider this matter to be closed. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our townhome was brand new when we moved in on 7/29/22. It has 1+ years warranty. This photo shows one of 2 concrete posts which are holding up our deck. This one is corroding. I reported it on 4/19/23 and no action has been taken to correct. This may soon become a safety hazard.

  Customer response

  09/07/2023

  Hello,

  Thank you, so much.  This issue has now been resolved.

  -*************************

   

  Business response

  09/08/2023

  Good Afternoon,

  The customer initially filed this complaint with the BBB on Thursday, 8/17 however, we were notified of this complaint until Thursday, 9/7.  That said, the work that the customer is referring to was completed on Thursday, 8/24.  The delays were due to miscommunication between our local team & the deck contractor (*********) and also between ***************** staff & their labor in the field.  We have since been able to develop a much better relationship and set better expectations with Frontline going forward.  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reported several issues that fell within the one-year warranty timeframe. To-date, it has not been resolved by Ryan Homes. I had damage to my lawn by their construction vehicles that was never fixed. They have never fixed the grass that was planted initially that never grew (new development). In addition, my house is supposed to have navy blue shutters and a navy door, I have black shutters and a navy door and they never put shutters on one window (garage). There is nobody you can talk to, to get this resolved.

  Business response

  09/15/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  We have reviewed the customer's concerns and have taken the following actions:
  
   1) We reached out to *************************** on September 5th and left a message.

   2) We followed up on Wednesday, September 6th, with another voicemail, along with text message, trying to connect with the customer.

   3) On Thursday, September 7th, we installed top soil and overseeded several bare spots on the yard (see pictures).  We do believe that the yard was installed correctly, as her neighbor two doors down has a nice looking yard (see picture), and it was installed on the same day, with the same materials, by the same install crew as ******************** but appears to have been maintained better.  That said, we added topsoil and overseed, and asked that the customer water it so that it will germinate. We also informed customer that we have two (2) sets of Naval Blue shutters on order and that they will arrive around October 1st, which we will install at that point.

   4) The customer texted us back that she appreciates it.  She has not called us back.

   5) We will install the shutters as soon as they arrive.

  Based on this information, we consider the matter closed upon completion of the remaining work.

  Customer response

  09/21/2023

  [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:

  They have reported false information.  The neighbor's house two doors down that they reference in pictures, paid thousands of dollars to have sod installed in both their back and front yard!  I don't have money to install sod.  If you look at all the lawns in our row other than theirs, most of us have awful patchy grass because it was not installed properly.  I have attached a picture of my backyard, which I also have to pay for.  It isn't just me - most of my neighbors on my street have complained about the same. So yes, they did patch up my front yard and it looks better.  And they are working on getting the shutters.  However, I disagree with the proper installation of the grass initially.

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

  Business response

  09/28/2023

  Good Afternoon,

  Thank you for the additional information.  Our Warranty Manager and Warranty Supervisor both visited the home on Wednesday 9/27 to look at the backyard. Based on the customer having installed their own deck and concrete patio after closing, we are surprised to hear the look of the backyard could be the fault of Ryan Homes.  Nevertheless, we have agreed to add topsoil and seed to spots in the backyard, just like we did to the front, to address her concerns.  Our Warranty Manager intends to take care of this either today or tomorrow, upon the customer's availability.

  Based on this information, we consider the matter closed.

  Customer response

  10/07/2023

  I do appreciate the reseeding of my yard both front and back. I will add that I do not have a concrete patio just a deck. The grass was never really there to begin with, so the installation of the deck did not affect that. 
  I know I was told the navy shutters were on order, but have not been installed yet. Until that happened, I do not want to close this matter. Thank you. 

  Customer response

  10/17/2023

  Hello. I did respond to the complaint and said it had not yet been resolved. Im still waiting on the shutters for my house. 

*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. ↩