ComplaintsforLGI Homes

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This new build is falling apart and none of the big concerns, roof support beams, cracked foundation, severe seperation of brick and mortor that now goes the full length of exterior wall, improper installation of shower insert, roof singles bowing up. The Construction manager Mile ******* has declined all repairs and has caused more damage in the repairs he has made. I've spoken with LGI and filed several work orders that have been canceled or falsified.

  Business response

  01/02/2024

  *** ********** we see in our warranty portal that you have been in consistent contact with our team, with the most recent communication recorded a couple of weeks ago. We have addressed many of the concerns you have outlined: concerns about your roof shingle and shower were resolved in May and your foundation cracking was fixed in December. The cracking in the brick mortar is a normal part of the settling process and our team has communicated to you that this is not covered by warranty. If you have any other concerns, you are welcome to submit another warranty claim through our online portal. 

  Customer response

  01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  This LGI home Is not what I was told I was getting. 
  
   
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***** I purchase my home back in October 2020. I am reaching out regards the roof and stucco problem. I know the house has two years left of structural warranty .The roof is not done correctly and doesn’t have track to prevent water damage to the stucco. In the pictures you can see that the roof are not lineup correct with the stucco which is creating a gap. This can cause water to go into the stucco and cause internal damages. This is on both sides of the house of the front end .I try contact them by email and phone and there is no answer. I contact customer care on LGI home website about info on warranty. I never got a answer back. If I don’t hear back from LGI homes I will take legal action.

  Business response

  12/21/2023

  Hi ****, we are sorry to hear you have concerns about your roof. After further investigation, we were able to see that this home was originally purchased in 2015, but the names on the contract do not match yours. Since you state that you closed in October 2020, we presume that you purchased the home as a resale home. While our homes do include a 10-year structural warranty, this warranty is provided by 2-10 Homebuyers Warranty and would have had to be transferred to you. If this has been done, you can contact 2-10 Homebuyers Warranty directly to open a claim with them. We apologize that we are not able to help you further with your claim, but we wish you and your family many years of happiness in your home. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/1/20223 I applied for a home loan at LGI homes out in Angier NC on this date. I was required to put 1000 dollars down in earnest money to put the house under contract for 14 days. I was declined by LGI finaneing on 8/4/2023. My realitor reccommened another loan company said called them and they garuneteed approval. So i called my realitor almost daily to find out the status he stated he knew nothing. Finally on august 23rd the morgage lender called me and said that LGI had not sent up my check stubs for income verification and that is why it has taken so long to get a approval or disaproval. I called the realitor at LGI he said he sent everything up I also uploaded documents on the lenders web portal (****) bank. The lender stated to me they dont know how to download files off the portal and requested I email my document so I did so. In the mean time the house can only be under contract for 14 days it is now 8/23/2023. On this date I called my realitor and he informed me the house went back on the market beacuse I did not get appoved within the 14 day time period which was LGI fault for not sending **** my entire file to include my income. I ased for my refund and my realtor stated **** has my 1000 dollar money orders and they would contact them for the refund. I called **** and they stated LGI has my 1000 dollar money order. So I called western union to track my money order and come to find out LGI cashed it on 8/3/2023 before i was even disappoved by LGI finiance. Bottom line LGI has lied to me about everything throughout this entire proccess. I never recived a formal letter in the mail expalining in black and white why I was declined by LGI finance. It seems to me like this is a good way to scam people who are looking to buy a home the promise to deliver you put down your earnest money and when they cant deliver they keep your check and say another finance company has your money you need to go to them. No LGI you cashed the money order before the I was declined by your bank. When all is said and done I want my money back. LGI failed to deliver on there promise. And they cashed my money order before i was approved or declined. I would not reccomend this builder or its agents to anyone they fail to deliver and try to keep your earnest money

  Business response

  09/19/2023

  Hi Mr. ******** we are concerned to hear about your experience, as it does not sound like our typical process. We reached out to our management team for further investigation, and it has been determined that we will refund your earnest money. You will receive a call from our team to coordinate the return of your money. 

  Customer response

  09/19/2023

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  02/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a Purchase contract for a home in Florence ,Az. Closing scheduled for 2-6-23. I requested a walk thru of the property had an appointment to do so on 2-3-23. Unfortunately employee scheduled to do the walk thru became ill. I was told the walk thru would be rescheduled for 10:00 Am Monday 2-6-23 one hour before the closing. I was not at all comfortable with a walk thru which is suppose to create a punch list of items that would need repaired prior to closing. I told Sales that I need to see the property over the weekend. I was told not to worry that any items I found that needed repair would be noted and taken care of after closing. I again stated that was not acceptable.. I needed access to create the list prior. I finally had our sales person contact me and she arranged for me to come by at 8;30 AM Sat. 2-4. I met Heather at the office and she gave me the key to the property. I proceeded to check out the house with some relatives and started a punch list. We were testing the bathtub upstairs when my daughter yelled up that there was water dropping from the ceiling. We went down and noticed that an area that had been repainted prior to us arriving was dripping water directly below the tub upstairs. I have pics supporting all of this. I called Heather she came over and immediately took pics and notified her manager Lamar and Construction superintendent Jason. I told Heather that obviously this was an issue prior and was hidden. She explained there was a previous employee that took care of repairs that was replaced because of issues. I was told by Heather that Lamar and Jason requested that we do not run any water and leave the home. Lamar said that I would be contacted as soon as they opened up the ceiling so I could come and inspect. That never happened . I was sent a pic/video on Monday 2-6-23. I asked for a full inspection and they denied. I did not get a call from LGI until 2-9-23 telling me closing was 2-21-23 . Refuse to refund $1,000.00. Very Deceptive

  Business response

  02/13/2023

  We are sorry to hear that you are having concerns about the purchase of your home at Sunrise Estates. Someone from LGI Homes will be contacting you in the next 72 hours to learn more about this experience and offer information on next steps.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the house on 01/27/2022. At the time of closing the deal, there were many defects or uncompleted issues. But the salesman told us we did not need to worry since we had a one year builder's warranty. Any issues would be fixed during the one year period. Once the deal closed, we started to submit the service request for all the uncompleted or defective items, especially the carpet. My property manager represented us to submit the service requests over 11 times, on average once a month. I personally called over 50 times. I am not sure how many times my manager called. What the builder did was use "busy" excuses from Monday to push the service to Friday, then continued that Friday to push it yet again to next Monday. It would escalate from this month pushing to the following month and so on. More than half a year later, they finally sent someone to fix a couple small problems. But the carpet issue never got resolved. They sent someone to evaluate the carpet many many times, and came to the conclusion that the installed carpet was defective, so they would schedule to replace it. We waited and waited but nothing happened. Due to this issue, we had to give our tenant rental credit for the inconvenience. Until November, we realized what they did was trying to wait for the one year warranty expired. Then they did not need to do anything. We called Mr. *********** regarding the issues. He helped us to get Mr. Darren ******** to measure the square footage on January 6, 2023. He told me he would schedule to install the new carpet before our warrant expired. All the answers I got were "will schedule to install the new carpet" until my tenants moved out, I called Darren to confirm the installation of carpet. The story turned dramatically, he told me they found out the carpet was ruined by my tenants. Is it ridiculous? If it's my tenants' fault, why did they never mention it? If anyone is still interested in purchasing house from LGI, BE CAREFUL!!!

  Business response

  02/09/2023

  Stephanie, we are concerned to hear about the experience you have had regarding your warranty. We’ve sent your information to our team and someone will contact you within 72 business hours to follow up on the pending claims.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our LGI home in the Hightop Ridge neighborhood on 12/30/2021. When doing the final walkthrough, we pointed out many, many issues and were told by the construction manager, Ben, that all would be fixed by 12/30 (closing day). Upon moving in, none of the issues were fixed. He came out and fixed a couple issues (relating to paint) and never came back for the other issues. Before our one year warranty was up on 12/30/2022, I fold warranty claims for all of the other issues, along with our sheet rock inspection. When the Sheetrock inspection/repair was scheduled, the worker never showed up, and it was like pulling teeth to get someone to come fix the Sheetrock. It finally got fixed, but a painter was hard to get to come. They would no-show a couple of times before finally showing up and painting over (not even texturizing!) the spots that were fixed. The ~10 warranty claims have yet to be fixed, and the new building manager told us he was going to remove them from the system or else they would be penalized for it taking too long. That was a red flag to us. We have contacted them many time (and have proof) that we still have things wrong that were filed, and there has been radio silence from LGI. Our floors are bubbled up all over the house, nails sticking out of boards in the attic, nails sticking out of floors in carpeted rooms, doors jams cracked and falling off, caulking missing or messed up, wall paint all over the ceilings in literally every single room, wall paint on baseboards, a yard with extreme bumps in every square foot, gaps under the fencing, windows are unsealed, and so many other issues. We just want them to all be fixed in a quality way. At this point, some areas of the home are incredibly dangerous. I have added photos of some of the issues in the house, not all, and conversations with the building manager, JD, with his phone number removed from the photos for privacy

  Business response

  02/10/2023

  Hi Mallory, we are concerned to hear about your experience and apologize for the delay in getting your claims resolved. A member of our team will contact you within the next 72 business hours to review your concerns.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We tried to purchase a LGI home at Trilby Crossing in Brooksville FL in December of 2022, our experience was good , but our application was denied by their lender. We waited to hear from someone at LGI about our deposit since we were notified of the denial, but no one contacted us. We called them 2 weeks later regarding our money, now we're having a PROBLEM trying to get our $1000.00 back. We have been told one excuse after another. We contacted Sammy ****** he told us to contact Haider Fayiz to get it on Monday. We called him and he had no idea what we were talking about and told us he couldn't authorize or give us our refund and stated we need to get it from the Sammy or the sales manager. When we asked to speak to Sammy we were told that he and the sales manager were both out of town until the following Friday. When we finally got in touch with Sammy a week later ,he advised he can't issue a refund until he gets authorization from the corporate office. He texted us a WEEK ago and said it was done. I responded and asked if he could mail a check he agreed. I texted him today to inquire if the check has been sent and he replied "I don't know" but he would check with the sales manager, but we didn't hear back from him. Now it is another 2 weeks later and we're still getting the run around. They were quick to take our money but playing games when it comes to returning it. Driving to Brooksville from Tampa is not an option and I have advised sammy why but it appears I may have to risk my health and make that trip. There has got to be something we can do besides text messages/calls and as soon as I find the answer we're going to consider other options but we just want our money back. We did everything that was asked of us and now we need to move forward.

  Business response

  02/06/2023

  Hi Pearlestine, we apologize for the delay in returning your earnest money. We have received confirmation that your check was mailed out this morning. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RED FLAGS regarding LGI. This is not an honest company. They take your photo with a Sold sign to then say your not approved and need to do x,y,z after guaranteeing they will get you into a home. On top of that they will take a $1000 deposit from a legally disabled individual and cash it. To then tell them every excuse in the book why your money is delayed being refunded to you. Well this simply is not acceptable. I waited the amount of time plus another 7 days and given the same excuse and am now told to wait until Sunday (another week) I will not be put off. I want my deposit rightly refunded back to me and if it is not produced within the next 48 hrs we are seeking legal action. I caution all prospective home buyers to not get baited like we did. Completely unethical.. very disappointing on a business operation level. Do not promise to be what you are not as a company and then jerk people around when you owe them what legally belongs to them and says so on your legal documents. Your produced documents stating we would have our funds in hand no later than January 30th and have now lied to us.

  Business response

  01/31/2023

  Hi Heather, we apologize for the delay in getting your earnest money check refunded. We’ve sent your message to our local team and someone will contact you within 72 business hours to coordinate the return of your money.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Christmas week I gave lgi homes my $1000 dollars 2021 may 31 2022 we did the walk through asked Chris questions like no stairs to attic in garage brown sod gaps where it was laid why no gutters except over leach field only one light on side of garage and back door why no surge protector plugs in bathrooms told they in the breaker box we moved in first hard rain washed the sand full under garage for a big crack had gutters installed asked about the fridge in kitchen supposed to be up graded to a side by side with ice maker it's a apartment size ice maker on back order I bought the one the brochure shows paid $1649. the carpet shrank exposing the nails let me say sharp and hurt no folding ladder to attic just had the electrician out had to fix breakers and was told not to plug in more than 2 in at same time it's a garage using tools lost over $1200 in food from freezer and fridge didn't no closing the garage door tripped breaker. The water system you take a shower hope you don't smell like rotten eggs. The sod has gaps where it was not laid right when it rains the leach field has standing water on it where the dirt settles bad final grade

  Business response

  01/31/2023

  We appreciate you reaching out. We hope that Chris was able to answer your questions during your New Homeowner Orientation. We’ve sent you message to our local team and someone will contact you within 72 business hours to discuss any concerns you have. 

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into Terra Vista community in Buckeye AZ on Dec 5th, 2022. I did my walk through with Erik ********, I pointed out the many things that needed fixing, including the ungraded back yard that has pools of water/ puddles. I was told they would all be fixed the next week. Erik did not call, and no one has come by. I have put in several warranty request as he suggested earlier. We set two dates, different times. I took time off work, no one has come by or called me, now he refuses to call me back; however, before I signed my final documents, he had no problems calling me back. I am very concern regarding the unfinished grading in the back yard. After reading the many reviews of LGI Homes, that they do not follow through with their warranty services, I fear this news may now need a wider audience, I did not buy this house to have my house sink into the ground years later. On Jan 7th, I talked to several of my neighbors, they are also having the same problems of Erik ******** not following through with their warranty services. I am asking for immediate response and fixture to the items stated in my warranty request, sounds like a simple quest to me. Porch – has white cements spots Kitchen- water faucet has a weak flow and spryer only works sometimes 1. Yellow dent spot on marvel counter 2. Bottom on counter has slit holes 3. Cabinets does not close 4. Needs to be repainted at the top (several places) Master- bedroom bathroom cabinet does not close Hall closet- two puncture holes inside of closet Yard 1. Right side of back yard does not dry after weeks. (never) 2. Sink holes in back yard Noted before walk through Noted day of walk through with Erik ******** 12-5-22 Note in 3 emails including 12-2-22 approx. 4:35 PM Front Patio White concrete spots on front patio by the door

  Business response

  01/09/2023

  Hi Arra-mela, thank you for reaching out about your experience. We have sent your information to our management team for further investigation and a member of our team will contact you within 72 business hours to follow up on the current status of your claims.

*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. ↩