ComplaintsforKB Home

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Initial Complaint
11/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Better Business Bureau of **************,I am filing a formal complaint against KB Home regarding the handling of my $8,000 ******* money, which I provided on April 20, 2024, for the property at ***********************************************************************************************************************. The sales representative for this property was Ms. ****** *******, and I have been corresponding with Ms. ****** ******** on this matter. KB Homes office address is ********************************************Due to unforeseen circumstances, including the loss of my job on July 24, 2024, I was unable to proceed with the purchase, which was scheduled to close in September 2024. Despite offering documented proof, including a bank denial letter and an employers termination letter, KB Home has refused to refund my ******* money. Additionally, they have inaccurately stated that my withdrawal was due to buyers remorse, which does not reflect the reality of my situation.I have made multiple attempts to communicate with Ms. ******** regarding the return of my ******* money and the incorrect information in the cancellation agreement, yet I have received no response.I am requesting that KB Home be held accountable for returning my $8,000 ******* money, as my inability to proceed was due to circumstances beyond my control. KB Homes lack of response and misrepresentation have caused undue stress and frustration.Thank you for your assistance in resolving this matter.
Business response
11/08/2024
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.

Under Section 5.5 of the Purchase Agreement, the buyer is not entitled to a refund of their deposit. Therefore, KB Home must deny the buyers request.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Submitted a request for repairs before the end of my first year warranty (12/2023) after an inspector took a look at the house. Was contacted by KB Home acknowledging the receipt of the inspection report and the agent acknowledged my main concern of a weight bearing truss missing a support cross member that was discovered during inspection. Inspector advised the home should not have been sold if that truss was modified after a city inspection and any modifications should have been indicated by a paper that the inspector signed off on the modification but such indicator is not present. Agent asked me if we could hold off on repairs as it was the end of the year and it was very busy for them. I accommodated their request and again emphasized my concern that a weight bearing truss has been modified that is not only holding up the roof but also carrying the **** unit and would like this matter resolved ASAP. Agent said they will contact me after the end of the year to have all of the concerns found in the inspection addressed. After the new year I was contacted by another agent that was just calling to see if someone had reached out to me. I confirmed someone had reached out to me and I am awaiting a date for the the repairs. The agent told me that management is in possession of my warranty claim and inspection report and someone will be in contact. It has now been 10 months since my warranty claim submission and not one concern has been addressed. ** has shown that my concern for my familys safety is not of concern to them especially considering that the modified truss and **** unit is right above the loft where my family and I wind down for the night. This is very concerning for me as a first time home buyer.
Business response
10/23/2024
On behalf of KB Home, we 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 apologize for any miscommunication on addressing our customers concerns. Our Director of **************** has contacted the homeowner to address their concerns and schedule the repair process. For any future concerns, please send inquiries to ******************************* or call *************. If you feel you are not getting a timely response, please request to speak with the Director of ****************. Thank you.
Initial Complaint
10/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear BBB,I am writing to formally lodge a complaint against KB Home regarding their refusal to adequately address and repair significant structural issues with the ceilings in my home. Despite multiple attempts to resolve the problem, including professional assessments and discussions with their team, KB Home has not taken the necessary steps to fix the issues.The main concern pertains to visible and uneven ceiling joints in several rooms, which have been evaluated by experts who agree that the poor texture and joint visibility require repairs. This problem is not limited to a minor cosmetic issueit impacts the overall integrity and appearance of my ceilings. Neighbors with similar problems have had their ceilings repaired, yet KB Home has refused to do the same for mine.I have submitted repair estimates from professionals, yet KB Home has not agreed to cover the repair costs despite this being a structural issue.Furthermore, a KB Home representative, ******, acknowledged the ceiling problem as legitimate and part of other unresolved repairs. However, communication seems to have broken down, and it is unclear what action, if any, KB Home intends to take. In a conversation with *****, I was told that visible ceiling joints were normal, but this claim is inconsistent with other areas of my home, such as the kitchen, where the ceilings are in proper condition.This inconsistency further proves that the visible joints are a defect that requires professional repair, not a standard feature of my home. I am seeking a resolution that involves KB Home taking responsibility for repairing these defects and covering the associated costs, as this issue directly impacts the structural quality of the ceilings.Please assist in ensuring that KB Home fulfills their warranty obligations and addresses this matter appropriately. I look forward to your assistance and a timely resolution to this complaint.Thank you for your attention,***** *******
Business response
10/22/2024
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.
Please be advised that we are in the process of contacting our homeowner so that we may schedule an appointment to inspect the items referenced in the complaint.Once we have inspected the residence, we will promptly respond to the complaint and to your office.
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We bought our home in July 2022 through KB homes. We have a 10 year warranty on our home. We noticied we have water damage and water leaking from outside coming in. I have contacted KB numerous times, called mulitple numbers, left emails and voicemails. No one from the company will get back to me. I have water damage inside my home throughout the entire left side of the first floor.
Business response
11/04/2024
We are investigating the matter and will respond shortly.
Customer response
11/04/2024

Complaint: 22424046

I am rejecting this response because:
KB homes is aware of the poor quality of these homes and are refusing to fix the issues they know are present. KB homes needs to fix its brand new homes. KB homes told me I need to file a insurance claim. And they are not going to cover any of the issues

Sincerely,

****** *******
Business response
11/08/2024

We are disappointed to learn that the buyer is unhappy with our response.

******* and the southeast of ***************** has faced several challenges this hurricane season, particularly with the recent impact of Hurricane ****** and Hurricane ******.

Both storms caused significant damage across the state of *******, affecting communities, infrastructure, and individuals. The impact has been widespread, with several flooding and property destruction in many areas.

As outlined in KB HOMEs 10 ************ Warranty (the Warranty), there are several exclusions that are not covered by the Warranty. Those include,but are not limited to; (1) Deficiency or defects resulting from accidents,riot, civil commotion, terror attacks, war, or Acts of God; including but not limited to fire, explosion, smoke,water escape, windstorm, mudslide, erosion, hail, lightning, hurricanes,tropical storms, tsunamis, falling trees, aircraft, aircraft noise, vehicles,flood, earthquakes, sink holes, drought, underground springs, ******************, saturated soils or change in the level of the underground water table, power surges or power failures, and (2) Any alleged deficiency or defect (as defined in the Construction Performance Standards) for which there is no evidence of deficiency or defect at the time of the claims investigation; or which has been repaired prior to a claims investigation, unless such deficiency or defect is considered by KB to be an Emergency Condition

KB Home also hired an independent third-party to inspect the grading. After this inspection, they reported that the grade on the lot was correct and there is no water pooling at the wall to allow water to enter the home.

Therefore, based on this information, KB Home must respectfully deny this warranty claim.
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought my home because Im single and I figured if I buy a new home, I wont have so many problems. This house is terrible the way they built it. The carpet dont go all the way to the wall. The floor is landed. The air conditioner went out. Electrical went out. My sink in the kitchen fell everything that I have just broken nothing Last nothing is built right everything just falling apart. Its like they built everything too fast and cheap. and the first couple of months I moved here. I told them that I had yellow stains coming up on my vents and I told him that could be a problem and they never did anything about it.
Business response
10/18/2024
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.
While we understand and sympathize with our homeowners frustration,KB cannot agree to make repairs that are outside of our warranty obligations.
Customer response
10/18/2024

Complaint: 22389391

I am rejecting this response because:

Sincerely,

***** *******
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
When they put in the road the didnt go down far enough they broke two of my sprinkler heads I cant get to my side gate and when it rains it builds up killing my grass ive sent in complaints in to ** and they said they would fix the issue but never did
Business response
10/18/2024
On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention.
We sincerely apologize for any inconvenience that you and/or family has experienced. However, KB Home did not develop the property, nor do we own the property adjacent to your home. We have forwarded your complaint to the proper party.
Initial Complaint
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have found that gutter/roof system by KB homes at our residence addressed above were not designed/Installed correctly. Last two ******* during heavy rain and winds water from roof through gutter poured on our window structure. This causes severe water intrusion in our living room, and we are forced to close the window all *******. Due to the draught situation in ****** area, years before last two *******, there were very few instances when we noticed light sprinkling entering in our living room through the window. However, we could not determine cause of the problem. Since last two *******, we experienced sever and continues water intrusion through the window and we were forced to keep the window closed. We now recognized the problem in design/installation of the roof/ gutter system by KB homes. We contacted KB homes to correct their design/ Installation discrepancy. They have denied our claim. We have written them details of the problem but so far, I have not received any response. Please help me get matter resolved.
Business response
10/09/2024
On behalf of KB Home, I sincerely appreciate you bringing this complaint to our attention and apologize for any inconveniences these homeowner’s experienced. KB Home takes complaints very seriously and regrets that our customer is dissatisfied. Communication is very helpful to us as we strive to achieve complete customer satisfaction.

Upon receiving this complaint, our customer service representative inspected from the interior sill and areas around the window and found no evidence of water damage anywhere. This home closed escrow on 8/30/15 and is well out of warranty on gutters. Water intrusion only occurs when it is raining and when the window is open. Because this home is out of warranty and this issue was not reported until recently, we have denied the claim. We respectfully advised the homeowner that the window should be kept closed when it is raining to avoid the concern.
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
KB homes failed to honor their one year warranty for a brand new home build and have not repaired the following items:Hall Bathroom Flooring uneven (page 13 of inspection report)Living room floor damage by fireplace (page 13 of inspection report)Master bathroom flooring uneven (page 13 of inspection report)2nd floor hallway flooringueven (page 14 of inspection report)Kitchen Flooring uneven (page 14 of inspection report)Front door threshhold damaged (page 17 of inspection report)2nd floor bathroom plug cover damaged (page 22 of inspection report)2nd floor Eleveation bathroom leak (page 29 of inspection report)Broken Sprinkler Line (page 35 of inspection report)
Business response
10/23/2024
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 are pleased to report that all the agreed upon repairs,except for the flooring, were completed on or about October 16, 2024. The third-party flooring company will be scheduling the flooring repairs shortly.
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We bought our house in *********. We went through the usual warranty issues and through so many people to get anywhere (which this seems to be a CONSTANT problem with this company). It seemed like we were constantly passed along to the next manager and so on (and yet again found out the person who was helping is now not with KB....). We addressed most issues. One issue was the storm shutters on the house being loose. They sent someone out to "tighten them down". Come to 2024 and the numerous hurricanes. We found out that they used 1.5 inch screws in some areas and 2.5 inch screws in others. We have had 2 shutters damaged badly and honestly im concerned for the others. Sadly we are out of the warranty period and have honestly been ignored when asking about it. I would honestly like to just get replacements and them to be installed correctly. None of our neighbors lost their shutters. It's infuriating that we were the only ones.
Business response
10/14/2024
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 are very sorry our customer has experienced these issues and has been inconvenienced. Our customer service representatives have contacted the customer and are addressing the items. Thank you.
Customer response
10/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22364986, and find that this resolution is satisfactory to me.

Sincerely,

Lynaia Ferguson
Initial Complaint
09/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchase house from KB builder about 9 month ago and since day 1 my electricity is flickering in the whole house.They feed me with the answer that their engineers are working on it but Im tired to hear the same lies over and over again, in 9 month no single action is taken
Business response
09/30/2024
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.
Please be advised that we are in the process of contacting our homeowner so that we may schedule an appointment to inspect the items referenced in the complaint. Once we have inspected the residence, we will promptly respond.

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