ComplaintsforNVR, Inc

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from Ryan Homes and financed via NVR in July of 2022. We were just made aware, more than a year after purchase that our community is responsible for paying $25,000/year for staying compliant with the Brownfields program. This was not disclosed by NVR at any point during the purchasing process or after. They simply stopped paying for the Brownfields compliances and did not even notify any of the homeowners making us delinquent as a community without anyone's knowledge. This is not only unethical business practices, but sounds borderline illegal. For anyone reading this complaint, know this. If you ever choose to deal with NVR, a random undisclosed cost of any amount may randomly pop up at any point into your homeownership. If you choose to deal with this company, budget for that.

  Business response

  08/30/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  In reviewing this complaint, it appears the HOA’s management company, ******* Management, mismanaged the initial communication of the *********** annual testing, reporting, and fee requirements during the communitiy's first annual HOA meeting.  The HOA and Board needed to source competitive bids for the annual testing and reporting that aligned with the developer’s initial budget.  The Board and HOA now have in place the engineering contract needed to maintain and manage the *********** program for compliance. 
  
  Please see the following attached documentation, signed by *** ******* *********, that address the concerns regarding the claim of unethical practices and disclosure.
  1) Environmental Disclosure – Acknowledging the site is part of the NC ************ Program which is required to adopt and enforce the NCDEQ remediation plans.
  2) NVR standard “NC Addendum to Purchase Agreement” – Acknowledging receipt of the recorded CCR’s and HOA documents.
  3) ***** ***** **** Declaration of CCR (Recorded) – Section 21 “*********** Matters” addresses the HOA responsibility, in section 21.9 to conduct annual inspections and to provide ***** with an annual **** report as requirement for the program. 
  
  Our Sales Manager and Sales Representative will be reaching out to the customer to review these documents and address the miscommunication by the HOA company.
  
  Based on this information, we consider the matter closed.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As many others have stated, Ryan Homes is a deceitful and unreliable builder. We purchased our home in September 2022. Nothing but issues. Tack strips were not installed properly and ALL nails were exposed. Thankfully i happened to suffer the injury in locating them and not my infant son who was starting to crawl. The floors squeak and crack which I’m confident isn’t “normal”. Nails are also coming up through the carpet in the center of the floors in 3 rooms. The HVAC is producing an excessive amount on moisture and condensation for an “air tight” house. Most issues we have submitted a warranty request for either get dismissed and classified as “normal” or there is a quick cheap fix. The quality of materials used is very poor. Our carpet is very low grade and will not last. You don’t know these things until you’ve already placed your deposit and signed. Committing or trapping you into contract for sale. These are just some of the issues we’ve had- there are sooooo many more. Nothing was placed under the sod in our yard- so that’s been a nightmare with large divots and holes throughout. Dangerous for kids playing. We brought this to their attention and they stated they would come back in spring to fix it. They never did, nor did a follow up. The handles on most doors are crooked. The list goes on. The work is rushed and cheap. Ryan Homes should certainly hope my baby doesn’t slam his hand down on one of these random nails sticking up through this paper thin carpet. Oh and their customer service line…horrible! Extremely rude, callous and condescending. We had a new build prior to this one and NEVER had any of the issues we have with this home. It does make you question how well this home will stand during time and the money it could potentially end up costing us for the repairs. I also know several private home builders. They are all appalled at the work done. Most of their “repairs” are simply just covering an issue with caulk because true fix would cost.

  Business response

  08/31/2023

  Good Morning,

  Thank you for brining this matter to our attention.  Our Warranty Manager called the customer to discuss their experience and issues.  He spoke with the husband, who stated that his wife was upset about her recent experience with a Call Center representative, and reacted by submitting this complaint.  We will review this call with the representative and discuss the coaching opportunity for providing a better customer experience moving forward.
  
  In reviewing the customer's list of concerns, our Warranty Manager offered to schedule an in-person meeting with techs available, but they declined.  The husband informed the Warranty Manager of his personal conflicts and confirmed that he would send in a small list of concerns prior to their one year warranty period expiring.  These issues include one nail head sticking up from the subfloor, 1-Time Drywall repair service, and a possible issue with a piece roof flashing.
  
  At the end of their discussion, the customer advised it would be suitable to reply to BBB that their issues have been resolved. 
  
  Based on this information, we consider the matter to be closed.  

  Customer response

  09/03/2023

  [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:
  Husband is incorrect. There are 3 mails coming up through sub flooring- 1 in our baby's room. Squeaking/ creaking floor on top floor at top of stairs and other areas. Holes in dry wall in garage. Shredded wood exposed in above door vents. Multiple tiny holes at base of upgraded cabinets  Wood chips inside of the cabinet drawers In bathroom so the small handles keep coming loose. Cardboard exposed on every bathroom mirror. I will submit the list for repairs. Issue with customer service rep is just one complaint.  Crooked door handles but I suppose we will just adjust them. Husband stated warranty manager called upset about complaint and he did not want to upset him further. Our warranty expires in 8 days  
  Regards,

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

  Business response

  09/14/2023

  Good Afternoon,

  Our Warranty Manager reached out to the customer again after their rejection.  We scheduled an appointment for Friday, 9/8 at 10am to come out and walk the customer's list.  Everything on their list was completed at this appointment, with the exception of some landscape adjustments, which are on schedule to be completed Thursday, 9/14. 

  Based on this information, we consider the matter closed.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within a month of living here, I've noticed hard spots and lumps under the carpet. I spoke with my neighbor, and he found the same thing in his living room. I submitted a warranty claim and someone from Ryan Homes came out to investigate. He sent someone from ******* to fix the few (at the time) issues. The gentleman showed up for Appt1 and said this is too big of a project that Ryan Homes said it was and he cannot do it today. Between then and this Appt2 that was scheduled, I found dozens of other hard spots. I told ******* that I have a concern and that I have found more hard spots. She sent the rep and a crew to come to Appt2. Appt2 day my husband canceled his dentist appointment and took off work to be there with me to assist if needed. *******'s truck broke down and had to reschedule. At Appt3 ANOTHER guy came and said the communication didn't specify the size of project and they must reschedule. ******* rep said they will replace all the padding and has photos of all spots. I asked them to come back the next day (Appt4) to at least do my toddler's room. They replaced the padding. The worker told me they have more than 5 warranty claims with the same issue as mine in the past month. After, when putting the furniture back I started to notice hard spots in the NEW padding. I called Ryan Homes warranty to explain my concerns about them replacing the whole upstairs and we have to do this whole process again. He said to email the front desk of ******* to express my concerns to see what they can do. I did. I received a text message from the ******* representative basically saying that I need to contact their customer service and request information about upgrading the padding for which I will have to pay the difference. Why do I have to pay for an upgrade from mediocre-quality padding to guarantee no or only a few hard spots or lumps especially when the company knows this is an ongoing issue. How can we resolve this without dipping further into my wallet?

  Business response

  08/28/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  This complaint was filed approximately one month ago and all carpet pad concerns have since been resolved.  Our Warranty Supervisor met with the customer on Friday, August 25th, to confirm her satisfaction with the carpet pad replacements.  Our Division Manager will be following up with ******* management to address the customer's concerns with their installers' behavior, as well as the quality of the products used in the home, to avoid these issues moving forward.

  Based on this information, we consider the matter closed.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone has run a machine over onto my property and destroyed my yard and did not fix or repair or notify me of the damage. They also removed the waste water soil erosion tubes.

  Business response

  08/30/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Our Production Manager met with the consumer on Tuesday, August, 29th at 3:00 central time to investigate the damage that had been caused to the back of his property.
  
  We committed to the consumer that we will be happy to take care of the ruts that were caused from the framers machinery operating in the easement.  The final grade is scheduled to take place within the next two weeks for the Ryan Homes lot that is backing up to his property.  With this lot being a gas line easement, we must have Colonial Pipeline present while we perform any work on the easement.  We committed to giving the consumer a few days notice of when the work is scheduled to be performed.  Our Production Manager will get with their team in the *********** community to make sure that we schedule appropriately and complete this project in a professional and timely manner.

  Based on this information, we will provide further details after the appointment has taken place.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Who purchased a new home to this contractor? We have clothes over a month ago and still have many unresolved issues by the project. Manager said it would be fixed and we have not heard back from him and weeks. Project manager *******************.

  Business response

  08/21/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Shortly after receiving negative feedback on an internal survey, the Project Manager (PJM) and Production Manager (PM) spoke directly with this customer regarding their concerns.  It appears that after attempting to schedule outstanding touch-up items with the customer, the PJM had gone on vacation.  During his time off, the customer attempted to contact the PJM to reschedule, but was not contacted back as quickly as they would have liked, resultiing in the filing of this Complaint.  Upon the PJM's retun to office, he scheduled the remaining work with the customer for Monday, August 14th.  On Tuesday, August 15th, the PJM spoke to the customer on the phone and confirmed the remaining items had been resolved to his satisfaction.
  
  Based on this information, we consider the matter closed.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built a new, luxury townhouse that was ready to move in 12/2022. 1 week after we moved in we noticed if our granite countertops got wet a stain was left behind. Even if we just put a cold drink on them. We contacted Ryan as we were concerned they had not been sealed. We were assured they were sealed. It continued and we continued to contact Ryan to remedy this problem that that continued to assure me was not happening. Finally, the granite contractor was sent out who confirmed the granite was not sealed. This is after months of asking for this problem to be fixed. Now, i have had the countertops sealed with stains in place The contractor sanded some areas with stains that didn't remedy the stains and left dull, sanded areas on the granite countertops. When i FINALLY reached ***** with warranties, he manspained to me that this is how granite behaves (after he originally acted as though he had no prior knowledge of this problem, but it quickly came back to him once I told him we would contact BBB). Communicating with Ryan has been sporatic. They rarely return emails and only communicate through text sometimes. My less that 1 year old granite countertops are ruined and this all could have been avoided if Ryan would have sent someone out to look at them the 1st time I asked. I would like the countertops to be fixed and if they cannot be stain free then I request they be replaced. The reason they are stained is failure to seal them properly, which I suggested in the beginning.

  Business response

  08/25/2023

  Good Afternoon,

  Thank you for breinging this matter to our attention.  Our General Manager has connected with the customer to review their concerns.  It appears that while working with first the Production team, and then the Warranty team, they both conveyed the correct information to the customer.  In working with the customer recently, our granite contractor took the extra step of sealing the top for them and getting the issues addressed.  There are a few old spots the customer isn't happy with, although they appear to fall well within the warranty guidelines of natural stone product.  The customer had been working with the granite vendor directly and has scheduled a two-day visit on 9/14 and 9/15 to try and remove the spot on the concern area.  A representative from our Warranty team will be there on the 15th to review with the customer as well. 

  We recognize a written response is due prior to this service taking place and will provide further details after the appointment.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased my home in 2020. Price of home was 301,500. Warranty was included. Within a year we had a major problem, the roof shingle were lifting up. First call and inspection they said it was wind. Only our home had damage and that wasn't the problem. They said it was the shingles, shingles company and ryan warranty made us full out information even though we didn't install it. Half way there they told us to stop, and it was the board under. They came out to replace it and also damage my gutter, it is still damaged today. After one year mark the floor in several spot starting to dip. IM NOT ONLY HOUSE WITH THIS , THERE ARE SERVERAL OTHERS. We call several time and we're told we need to get a structural engineer to come out. That is 500 just for them to look . After researching on ryan home warranty website. It state that structure fall under 10 year warranty. Under the structural section it state that structural defects that effect low bearing portions of the home. Under definition it states floor framing systems . I googled the definition and it state that subflooring is part of floor framing system and part of the structural. I feel that the company and its customers service mislead customers and refuses to fix the problem. AGAIN IT HAS HAPPEN TO SEVERAL OTHER HOMES WITHIN THE COMPANY. If resolution is not met, I will send this information over to Ohio Attorney General for them to do investigation into this company and it warranty company.

  Business response

  08/15/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Our Warranty Manager met with the homeowner on Monday, August 14th, to discuss their concerns.  After further review, he acknowledged that improvements need to be made to their subfloor, LVP flooring and gutter.  At the close of the meeting, the Warranty Manager notified the homeowner that we will be scheduling vendors to make the improvements needed.  Per the Warranty Manager, the homeowner appreciated our decication to doing the right thing and stated we can note their satisfaction in our response. 

  Based on this information, we consider the matter closed.

  Customer response

  08/17/2023

  [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

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ryan Homes Craftsmanship is very poor and we are experiencing large problems in our first year. We are scared what problems we may experience down the road when the warranty is over. Below is a current list of items: 1.Pond Fountain - Promised to be installed and running when Fountains were turned on in 2023, Ryan Homes ******************* and ********************* still have no date for completion. 2. Countertop piece (1/2’ gap at back left of stove) - Completed after 3 attempts by the counter company and a no show on the first date. 3. Master Bath Shower (Pan popping, crooked shower bench, and poor tile work) - Full tear our starts 8/14/2023. 4. Upstairs Tile on Tub Walls (Poor tile Work) - Tile to be torn out and re-done 5. Driveway (Poor quality, chipping, cracking, etc.) - New drive poured, one blemish to check on. 6. Landscape Work - Where drive was done needs attention. 7. Drywall (Poor quality of Work) - Repair crew coming 7/19/2023 8. Floor Squeaks – Steps and Upstairs (Ryan has been out multiple times and still have issues. 9. Incorrect Floor Planks put in where floor repairs were made in kitchen and master bath. Ryan is building homes to quickly and there is a huge lack of quality. Then they expect the homeowner to use their time for all these vendors working in our homes. This needs to be addressed as I dont have the time to handle all this.

  Business response

  08/10/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  Please see attached for updates (in red) to each of the nine items listed in this complaint.  At this time, all remaining items have been scheduled with the appropriate vendors/contractors, and will be addressed before the end of August.

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

  Customer response

  08/16/2023

  [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. I will monitor the work over the next month. If there are any issues or problems I will reach back out to you.  Thanks for taking my complaint and looking into this matter.
  
  Regards,
  
  ***************************************
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Villa in **************** in Land O Lakes. After moving in I reported an issue with water pooling by the foundation of my home in the backyard and side of the property. I took numerous photos documenting the drainage issue and reported it to the Ryan Homes warranty dept. I have attempted to communicate with the warranty supervisor who continues to advise me this is not a priority and they are unsure of how to resolve the issue permanently. The water is not properly draining away from the home which can cause long term damage to my home. The builder is refusing to take action to resolve the issue for 2 months. I keep getting told it will eventually be addressed, however this is impacting my ability to use my backyard regularly and hurricane season is beginning.

  Business response

  08/10/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Upon receiving this complaint, our Warranty Manager reached out to the homeowner to discuss their concerns.  Ultimately, her concerns revolved on water drainage encroaching her home; The drainage did satisfy our 24-48 hour standard in swales and we were able to better explain the lot expectations as she lives in her new home along with making a slight adjustment to the grade and swale on Wednesday, 8/10.  The warranty Manager has confirmed the appointment with the homeowner and will continue to update as we deliver and install the sod, ideally by close of business Friday, 8/11.
  
  Based on this information, we consider the matter closed upon completion of the work.

  Customer response

  08/14/2023

  [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:
  Your minimal effort to resolve a major flaw in your development of this home will not resolve the problem.  I will be glad to continue to not only take pictures but also video proving that you delivered a home to me in this state.  The property to my right is sitting higher than the ground and it is draining towards my side and back yard.  This can be seen in photos and video.  You have made no attempt to resolve the low lying areas that get saturated for days.  Again more than happy to continue to document proof.  Based on your response I am to assume that this will meet the warranty however you also consider this closed.  Did you do any verification after laying down new sod to confirm the drainage problem has been resolved?  No.  You haven't.  The on-site conversation was that your grader would shoot the property.  Is there documentation showing that was done?  You company is in the wrong and I have paid an expensive price for it.  You are negligent.  
  
  Regards,
  
  *********************
  

  Business response

  08/25/2023

  Good Afternoon,

  After completing the grade adjustment, we will check the lot drainage by installing Grade Stakes on 8/24 to determine present day elevations. The adjustment completed moves the water further to the path of the swale - nearing the entry fence to her rear yard. This area is saturated and the present concern. We have set a field meeting with the homeowner on 8/28 and will determine next steps, if any. 

  We recognize that a written response is due prior to this meeting taking place and will provide further details after the appointment.

  Business response

  08/29/2023

  Good Afternoon,
  
  After completing the grade adjustment, we will check the lot drainage by installing Grade Stakes on 8/24 to determine present day elevations. The adjustment completed moves the water further to the path of the swale - nearing the entry fence to her rear yard. This area is saturated and the present concern. We have set a field meeting with the homeowner on 8/28 and will determine next steps, if any.
  
  We recognize that a written response is due prior to this meeting taking place and will provide further details after the appointment.

  Customer response

  08/31/2023

  [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:

  Team was onsite and has agreed to adjust the grading over the next two weeks.  Responding to keep this ticket open until resolved.
  
  Regards,
  
  *********************

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built a home with Ryan Homes in Wesley Chapel, FL (**** *******) 3 months ago and the HVAC system has died twice. The first time was June 27th, The second time was yesterday. I have submitted numerous requests to Ryan Homes and ****** (the contracted AC company) and no one has come out to fix it. I have attached an email I sent to ****** Ceo this weekend that details the experience.

  Business response

  07/25/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  The service request generated was for the system not cooling however, the root of this backup was due to a clogged condensate line.  Condensation lines will clog eventually under normal use.  This is a Homeowner maintenance item and is excluded from Ryan Homes warranty coverage.  This information can be found on page 30 of the attached New Home Warranty Manual under Examples of exclusions. 

  Our contractor, ****** ******** **** serviced this home in June (last month) and informed the homeowner of the regular maintenance required for the HVAC system.  The most recent ticket on 7/14 was input on Friday afternoon and an additional Emergency request on Saturday 7/15.  The lack in response time resulted in the reporting.  We are scheduled to meet with the vendor and homeowner to explain system maintenance and functions.  We will keep communication ongoing after the service this week. 

  Based on this information, we consider the matter closed.

  Customer response

  07/27/2023

  The answer from the Dispute Resolution Team sounds like a generic automated response.  I don't think they know what's going on. 

  This is a 3 month old home (just built 3 months ago).  What maintenance? The only maintenance I should have to do in the first 3 months is change the filters and pour a little vinegar in the pipe.  Further, each time ****** came out, my maintenance (or lack there of) was never the focus/problem. ****** had to come out and replace and resposition the PVC pipe - which was done this past Tuesday (July 25th). Ryan Homes then replaced the drywall around the unit that had to be cut open to remove the pipe.  I've attached pictures of the unit "before" and "after" the work was done.  Hopefully, this fixes the issue.

  And what was the reason for this "lack of response time" again? (please refer to the attached email I sent to ****** CEO (with call times) when answering)

  Thank you.

*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. ↩