ComplaintsforAmerican Legend Homes, LLC

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint is against American Legends home builder. Concrete driveway is heaving by approximately 2 in seams.This is only after 3 years and is causing damage to vehicle and tripping *********** delivery said they will not deliver here because there employee tripped Delivering pkg. I complained about this over a year ago to no avail. It is a serious issue. I was told by concrete company that driveway was poured on top of a soil composition that was not stable to sustain the driveway. American legends homes had replaced numerous driveways in this tract because of this same issue, except, when I brought this to their attention they ignored me,

  Business response

  10/29/2024

  American Legend Homes takes great pride in providing great customer service for our homeowners on their warrantable items within their warrantable period. This home passed all city inspections and requirements.
  This home closed in August of 2020 and the driveway concrete does not fall under any warrantable condition. All exterior flatwork is placed on a properly prepped subbase soil that has the possibility of settling or movement due to weather and moisture conditions. It is important for homeowners to seal any cracks in the concrete when they develop to prevent and maintain moisture conditions under the concrete surface causing the soil to expand, and contract causing the concrete to settle or heave.   

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Legend Homes installed a light fixture in our house that is about 12 feet high. After moving in, we noticed that the fixture was not installed straight and we need help adjusting it. The main issue is adjustment, but it's positioned too high for us to reach. I have reached out to our warranty manager, but he declined our request. When fixtures are not installed properly, shouldn't they be responsible for fixing them? I am worried because they also installed our ceiling fan incorrectly, and it could have fallen on us...

  Business response

  07/01/2024

  American Legend Homes takes great pride in responding and addressing all warranty related calls in a timely fashion.  We have not received a warranty claim for the ceiling fan, and should the customer feel there is a warranty issue, a warranty claim should be filed through our established warranty process, and we will be happy to address any concerns.  We have previously responded to the warranty claim related to the chandelier, and after inspection, determined that the chandelier was installed correctly, is straight, and performing as intended.  The issue seems to be with the light bulb which is a homeowner maintenance item.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im writing here because our warranty guy has completely left us in the dark and many more throughout the community. His name is *****************. He refuses to respond to anyone in our community. He denies others warranties just because he can. Weve been waiting for him to update us on a leak from the house being built improperly. The longer he takes the more likely mold will form behind the walls resulting in a lawsuit.

  Business response

  12/06/2023

  American Legend Homes is a company that focuses on high customer satisfaction, and timely addressing warranty claims from our homeowners is very important to us.  In looking into this homeowner request, our roofing company has been out to the home to assess the warranty issue, and on Monday, December 4th our representatives met with the homeowners and advised them on the repairs that have previously been completed and the possibilities of more repairs to fully rectify the warranty issue.  We remain focused to resolving the issue as soon as possible.
  

  Customer response

  12/06/2023

  American legends did send a guy out to talk to us. He then told us he would look into it and call us back on the 12/4/2023 it is now 12/6/2023 and we will have not heard anything. Hes doing exactly what he always does. He says a few words and then ghosts everyone with no resolve. 

  Customer response

  12/06/2023

  I am rejecting this response because:   

  American legends did send a guy out to talk to us. He then told us he would look into it and call us back on the 12/4/2023 it is now 12/6/2023 and we will have not heard anything. Hes doing exactly what he always does. He says a few words and then ghosts everyone with no resolve. 

  Business response

  12/07/2023

  American Legend Homes representative has spoken to the homeowner today, and a roofing inspection has been scheduled for Monday,December 11th to assess the issue.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company tried to bully and leverage us out of our home contract during COVID when they were not meeting contractual obligations.When we moved into our home they did not legally certify our water heater, they did not clean the home and moreover left dangerous debris including dozens of nails, screws, razor blades, splintered lumber. They did not complete painting on our home, they did not complete required landscaping. It took a year after moving in to resolve these issues. They also are unresponsive to warranty needs, have ignored warranty requests to bring our house into alignment with state law and safety standards, they damaged our property during warranty services, and refuse to respond to written communications.The latest they have left over a ton of dirt in front of our home that created flooding and impeded my accessibility. I am a disabled veteran and when I spoke to them about this issue they said they did not care.

  Business response

  08/23/2023

  We are not aware of any leveraging, to get a homeowner out of their contract. We are very proud of how we handled our contracted homeowners through COVID.
  
  In regard to the water heater not being legally certified,we go through all required structural and mechanical inspections to ensure that all equipment and appliances are installed and functioning properly. We were never notified of the home not being cleaned or the leftover construction debris. This would have been something we would have been happy to return to the homeowners house and complete.
  
  Due to the extreme cold weather in ******** through the winter months, we are not able to paint or plant landscaping on the exterior of the homes until weather permits and warms up in the spring so homeowners will be able to water the landscaping properly. This buyer closed on the home in February which would explain why these issues were left outstanding for a time period.
  
  The soil that was left outside the homeowners house was for repairs the homeowner had asked us to take care of through our warranty process which has been completed and the soil has been removed.
  
  We take care great pride in providing our homeowners with the best customer service possible and would be happy to take care of any future warrantable items.
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So disappointed with this builder. I have had the worst time getting warranty issues repaired. Several things I pointed out during my warranty period I was told to "just keep an eye on it" later, when issues got much worse, or had been repaired but then same problem re-emerged the response was "sorry, out of warranty now". The most recent issue is the drain in the basement does not drain properly, and the service call should be covered under the two year plumbing warranty. The warranty paperwork I have includes plumbing is a two year warranty. I have sent two requests for repair, the plumbing company for the builder (******) has also notified American Legend Homes of my request for drain service. As of this date we are under the two year warranty and have heard nothing back from the builder to fix the issue. We would have used this builder for our next home purchase as we love the floor plans, and so would our in-laws that are moving to Raindance but now know better, integrity in a business comes first. I just want the drain working properly, not a lot to ask.

  Business response

  08/21/2023

  Regarding the plumbing drain slowly draining in the basement, our plumbing contractors were at this house yesterday August 18th to honor our 2-year plumbing warranty. They ran water through the drain at a fast pace to verify the drain was able to keep up with the proper flow. Through our testing there were no signs of obstructions causing any issues.
  
  Im interested in hearing more about the items the homeowner stated we would monitor and are now out of warranty. We take great pride in providing the best customer service possible to our homeowners. If the items in question are warrantable items and have been submitted to our warranty department website, we will have them scheduled for repair. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My warranty items are being ignored by the builder and I want a written response from the builder with a clear path to resolution and a timeframe.These items have all been documented. They were likely lost when the ** left the organization, but as a customer this is not my responsibility to manage American Legend employees.

  Business response

  07/13/2023

  American Legend is willing to take care of any warrantable issues. We currently do not have any open warranty tickets in our system. We have tried making contact with the homeowner multiple times to schedule an appointment, so we have a better understanding of any warrantable items the homeowner is wanting us to take care of. The homeowner will not return our calls.
  
  We are still willing to go by the house and look into their issues. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the house in 2015 August from the builder. They gave us 10 years warranty for the foundation. Recently I noticed a foundation problem in my house and I called the foundation company to repair it. They gave me the estimate of ***** dollars to repair. So I called the warranty company and I also requested in writing. I did not hear anything from them. Now I am tiered of writing. If you want to solve this I will appreciate it. Thanks.

  Business response

  07/11/2023

  If this complain in about the address of ****************************************************************************; this is not an AMERICAN LEGEND HOMES house.  We have never built  in that city we are only in the DFW area and ********.  

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home October 29th, 2021 from American Legend. We are struggling with them to complete the warranty work. We have one final project we filled an online request twice during the 1st year warranty. The issue is the primary bathroom bathtub. The bathtub base is flexible and has lumps. American Legend and ******* came and pulled the bathtub and mortar under the bathtub. We needed to put another work order in because it did not solve the issue. Plus, when they pulled the bathtub they cracked the corner. American Legend takes forever to follow up with all warranty requests. You can put a request in the portal and then no one ever shows up and you spend months calling them to follow-up. American Legend and ******* vendors came out and looked at the bathtub again this winter and said this will be a big job and see what you are saying. Then we followed up for weeks and American Legend said we will not be completing this warranty issue. There was no reason why and we have emailed and emailed and no one responds. We never had a 1 year warranty walkthrough. In fact, they showed up at our house and said we need you to sign that your one year warranty is up. *** told ***** with American Legend that you still have items not completed, including the bathtub and he said do not worry we will get it all completed, but then they denied our request to complete. They also did this with our air conditioning vents. For example one side of the house is freezing cold and one hot and the air conditioning going non stop and you can never get the house cooler than 80 degrees. ***************, VP said this is normal. Bottom line is we need help with American Legend as they are unresponsive. We just need them to honor our contract and the warranty and complete their work.

  Business response

  06/07/2023

  When I (VP ********) was notified about the issues we were having with the tub in this home last week I called ***** (warranty Manger) to find out the details. He was directed by a former (previous VP) employee there is nothing that will be done on the tub.
  
  The issue on the tub are repairable and I have directed ***** to get it scheduled and corrected as quickly as possible with the homeowner and our trade partners

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built a home with American Legend in the ********* Community in ******* ********. We have had **************** issues since the first day of moving in. The issues involve the fire alarm and fire system malfunctioning and working improperly as well as going off for unexplained reasons. The lights in the home continuously blowing or going out weekly. The 220 power in the home only running on one phase and putting out 120 volts vs 220 volts as it should be. Now half of our house as no working electricity. Our furnace, AC unit, both garage door openers and our sprinkler control system have all lost power at the same time on the same day. I am being given some bogus answer that there was a "power surge" or the "electric company" did something and it is not their problem. If there was a power surge or electric company did something all the houses on the block would have issues. For all these major systems to go out at once is not an "electric surge" this is an electrical issue with the install. As i have bought this home and had ongoing issues i expect American Legend to remedy this situation. At the current time they are telling me it is not their problem and i should "shove it". I hope the BBB will help resolve this or put a warning next to this company to discourage consumers from spending money on a "premium" brand and getting sub par product and customer service.

  Business response

  06/02/2023

  There was a warranty ticket submitted by the homeowner on 5/18/2023 discussing electrical issue, where both the ** and furnace as well as both their garage door openers not working.  We sent the electricians by the house to diagnose the issues. All wiring was correct and proper voltage coming through the outlets and power units.
  
  After speaking with the electrician and ***************************(warranty representative) it appears to have been caused by a possible power surge or lighting strike.
  
  I spoke with the homeowner yesterday over the phone and made him aware there was a possible lighting strike or power surge that caused the issues and he would need to contact the electrical company and his insurance company. He felt that we should cover it even if it was a lighting strike. I explained to him that this was not something that would be covered under our warranty.
  
  I told the homeowner I would be more than happy to send the electrician back out again to verify everything was correctly wired and bonded.I then spoke with our electrical company yesterday afternoon to schedule this for June 12th when the homeowner returns from vacation. 

   

   

  Business response

  06/21/2023

  American Legend Homes values all our customers and the company takes great pride in our commitment to customer satisfaction.  Our reputation is very important to us, and after review of the complaint,discussions with the homeowner, and having electricians inspect the property,it has been determined that a lightning strike or power surge caused the multiple simultaneous failures of **************** items in the home, some 2 years after the customer closed on the property.  Lightning strikes and power surges are not warrantable items, and it this has been communicated to the customer, along with the suggestion that the customer should file an insurance claim with their homeowner insurance company.  This is the customary course of action that is taken when an electrical event damages a home. We are sorry when any traumatic event happens to a homeowner, and as a company we cannot be responsible for non-warranty, insurance related claims.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house had a foundation issue and builder(American legend) repaired foundation problem. The foundation issue caused lots of other house problem such as crack on the wall(inside/outside), driveway, window leak, door issue, shower booth issue etc. One window of the room that was leaked and the drywall and insulation behind the drywall had water damage in 2015. So builder repaired all relevant issue including crack on the wall, drywall and insulation and painting. But the same issue was found this year and I requested to repair by warranty, but builder reject it because the window repair was done long time ago.If the builder repaired the window crack and leak correctly, the current issue would not happened. I have lots of windows in my house, other windows have no issue, the subject window only repaired by builder.My house was built in 2015 and it is under 10 years house.It is not normal to have water leak issue from window and wall.I want to resolve my current issue by builder.

  Customer response

  04/21/2023

  My current issue is came from foundation issue.

  Foundation issue occurred lots of related problems such as brick and stone crack, inside wall crack, ceiling crack, window leak(1 window), door, entrance stair, outside patio door, shower booth, etc.

  The foundation and its related issue should be covered by warranty for 10 years, but builder(American Legend) reject current request because it was too old.

  The leak from window and wall was occurred in 2015 and was repaired by warranty in 2015 or later, but the current problem was occurred from repaired window and wall.

  Business response

  04/25/2023

  820 Ontzlake closed from American Legend Homes to ***** and ******************* on 08/28/2014.  This started their warranty period for this house.  It comes with a 10-year structural warranty and 2-year **************** warranty and a 1-year functional warranty.  American Legend Homes performed a foundation lift in ****************************************** the foundation which were covered under warranty.  This current request to repair damages are over 7 years since the foundation repairs were made. The window mentioned from current homeowner, Koonsup ***, are not warrantable because windows are not covered under current structural warranty. Windows are covered under a 1-year functional warranty.  Koonsup *** was notified on Monday April 17, 2023 that the window is not covered under our warranty via email by *************** with American Legend Homes.  We recommend he contact his insurance company to have repairs made or handle the repairs himself.

  Customer response

  04/27/2023

  I am rejecting this response because:   The first water damage issue was occurred foundation problem, which resulted in window leak and wall crack. And builder repaired window leak and wall crack. So basic root cause was structrual issue.

  I have a same window leak and wall crack that resulted in water damage to drywall and hardwood floor. The current issue is came from structural issue(foundation), not from window and wall themselves.

  Business response

  05/31/2023

  820 Ontzlake closed from American Legend Homes to ***** and ******************* on 08/28/2014.  This started their warranty period for this house.  It comes with a 10-year structural warranty and 2-year **************** warranty and a 1-year functional warranty.  American Legend Homes performed a foundation lift in ****************************************** the foundation which were covered under warranty.  This current request to repair damages are over 7 years since the foundation repairs were made.  The window mentioned from current homeowner, Koonsup ***, are not warrantable because windows are not covered under current structural warranty.  Windows are covered under a 1-year functional warranty.  Koonsup *** was notified on Monday April 17, 2023 that the window is not covered under our warranty via email by *************** with American Legend Homes.  We recommend he contact his insurance company to have repairs made or handle the repairs himself.re...

  Customer response

  05/31/2023

  I am rejecting this response because:   window issue was caused by foundation issue.

  Please don't metion the insurance company, insurance company will not cover. Buderjust doesn't want to cover this issue.

  I am very disappointed with builder's response.

  Business response

  08/09/2023

  The pictures shown are of caulking that is applied between the brick and the window frame.  American Legend does not warranty caulking from the date of closing.  Caulking both inside and outside the home are considered homeowner maintenance.  The pictures further prove that the fault lies with the homeowner in his neglect to maintain his property.
  
  Again,this request is to repair new damages that occurred over 7 years since the foundation repairs were made.  We recommend that he contacts his insurance company to have repairs made or handle the repairs himself.
  

*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. ↩