Complaints

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a huge crack in my drywall from my kitchen cabinets to the ceiling. I reported to this to K Hovnanian to see if this is covered under the extended warranty, My house was built in 2019. Im being told this type of repair isnt covered after one year but I feel this is a defect from the builders. I would like for K. Hovnanian to send someone out to repair this crack. I dont feel it should fall to me to pay for this repair. I have attached a picture of the crack.

  Business response

  01/16/2024

  This is an **** customer and was filed under the central ******* BBB, which is incorrect.  This complaint needs to be changed to the ********* ** BBB.  Thank you. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My house is surrounded by water. I have been paying monthly for lawn care and I have nothing but weeds. Multiple problems inside and out. Nothing but automated responses from the local service office.

  Customer response

  05/01/2023

  These photos represent only part of the problems in the home for which I paid almost half a million dollars. 

  Business response

  05/17/2023

     I was just emailing her today. I asked for updated pictures of things that were not done because she sent me pictures of the baseboard from before the painters appointment and I was asking for pictures of it after their appointment. I moved her floodlight a couple months ago (picture attached) so I am under the impression she has more than one or hasn't been outside to see that I moved it. When I was there before I only recall seeing one flood light and the picture she sends appears to be flipped/reversed (picture attached). She didn't like my answer on the grading, but the picture (attached) she sends is not on her property. It is the swale behind her home. The grading is all confirmed for CO anyways. She did not like my answer to refer to the HOA for the 2 sprinklers she said "mowers broke." I did decline her lawn where she said there is still "no grass" when the picture (attached) she had with it show grass. She says her shower drain is damaged or said "possibly cleaning chemicals destroyed the finish." This would be warrantable if it were found much sooner. This would need to be submitted within 30 days or so for the trade to accept responsibility and not make this billable. In February she sent an email advising us to contact her lawyer regarding her concerns because she was leaving the country until June and when she returned she wanted action. (Picture attached.) My response to her on 2.28 reminded her of her 1 year expiring in May before she is set to return and asked if we could schedule anything before she left. (Picture attached). I feel I have done everything possible to show my goal was to take care of her concerns while following and meeting the standards and expectations for new homes in South Carolina and for K. Hov. I also had a small delay in receiving a response from her. I left notes on SR ********* when I emailed her on 5.1 and again on 5.5 when I also sent a text and called her before I received a response from her so I could move forward with her request. We can talk more tomorrow morning.

  Landscaping is not warranted here in SEC after closing
  The HOA takes care of all mowing and fertilizing not KHov.
  The area she is speaking off is “Off property” that also needs to go thru HOA.  We have told her that numerous times
  She then wanted us to talk to her lawyer, which obviously we would not.
  Then she leaves for months at a time…………. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have filed a warranty claim for damages upgraded garage floor coating that was damaged with water flooding from the WALLS of our garage. We have a long history of warranty tickets and details of this event from the very beginning. We are seeking reimbursement for the damaged floors that K hov simply stated in an email "claim denied" with ZERO explanation or responses to have some one contact us by phone to discuss. The customer service is some of the worst I've encountered in my life and lack accountability is worse. They had the nerve to actually blame us in original email stating that had we not upgraded our floors that the water damage to the original floor would of not caused issues. So basically if a customer upgrades their home after purchase they no longer warranty damage after flooding through the WALLS'! Absolutely ridiculous. We are looking to have contact with a superior at K hov that has actually reviewed our case and not just brushed us off for the simple fact of not wanting to pay.

  Business response

  07/27/2022

  Business Response /* (1000, 8, 2022/07/13) */ The homeowners and K. ********* entered into a Purchase and Sale Agreement (the "Contract") for the purchase of their home. As part of that Contract, the homeowners were provided with a contractual warranty that states that construction defects occurring during the warranty period are covered if procedures are followed. The warranty provides that there are procedures homeowners and K. ********* must utilize and follow in order to address/evaluate/determine the existence of covered warranty requests. The homeowners expressly agreed that they are required to submit any request for warranty performance in accordance with the procedures described in the warranty documentation. This warranty procedure is as follows: 1) Notification: the homeowner is to notify K. ********* of the conditions alleged to be construction defects in need of warranty repair or replacement; 2) Investigation and Cooperation: K. ********* will then inspect and investigate the items identified by the homeowner and the homeowner agrees, among other things, to provide access to the home so that K. ********* may investigate; 3) K. ********* Determination: based on the information provided by the homeowner and K. ************ subsequent inspection/investigation, K. ********* will determine whether we agree with the homeowner that the items are covered, warrantable, and in need of repair/replacement; 4) Do Not Make Voluntary Payments: the homeowner agrees not to make any voluntary payments or assume any obligations or incur any expenses for the remedy of an alleged condition the homeowner believes is a covered construction defect under the warranty without prior written approval from K. ********* (because under the warranty K. ********* has no duty to reimburse homeowners for costs incurred where they did not obtain prior written approval); and 5) Disputes/Homeowner Disagrees with K. ************ Determination: if homeowners believe K. ********* has not satisfactorily responded to their request for warranty performance or resolved any homeowner claim, then homeowners should provide written notice to PWC (the third-party warranty administrator) requesting mediation and then binding arbitration before a neutral arbitrator. Here, 1) the homeowners provided timely notice, 2) K. ********* investigated and inspected the warranty claim for alleged damages to their upgraded garage floor coating, and 3) K. ********* determined that the alleged construction defect is not covered by the warranty. At that point the homeowners were required to follow the agreed upon contractual obligations under the warranty: Step 4 (Do Not Make Voluntary Payments) and Step 5 (Disputes/Disagreement) described above and in the warranty documentation. Instead, the homeowners admit they made voluntary payments as described in their BBB complaint in violation of Step 4. Additionally, the homeowners failed to proceed with Step 5 and file for mediation/arbitration with PWC. As such, the homeowners breached their contractual warranty obligations, voluntarily made expressly prohibited payments to third-parties without K. ************ authorization, failed to file for mediation/arbitration for this dispute, and are now seeking payment for un-reimbursable payments to third-parties. K. Hovnanian has reviewed this matter thoroughly and determined that the homeowners clearly did not follow the terms and requirements of the contractual warranty. Therefore, the homeowners' BBB Complaint is without merit. Douglas W. ********** K. ********* East Group Legal Counsel P: (XXX) XXX-XXXX

*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. ↩