K. Hovnanian Homes of Maryland

The purchase of our new home from K. Hovnanian Homes was an absolute joy. Their in-house mortgage department requirements were quick and easy, the sales staff was very knowledgeable and courteous, and the construction manager did an awesome job walking us through our new home and explaining items to us. We definitely recommend purchasing a home from K. Hovnanian Homes!

The Microwave (hood) was installed correctly according to ** Installation manual for microwave model : [redacted]  and County code. Please find attached ** Installation manual for this product.
Respectively,
[redacted]

Purhasing a home with KHOV was a wonderful experience! From the first touch point with the sales team to the construction team to the service team, they have taken care of us and all our needs. The level of customer service was outstanding and we couldn't be happier with our new home!

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There is much better option available to install this type
microwave, but builder fail to correct the issue.
Even the Waranty specialist admitted that 
the way builder installed microwave is not effective.
smoke and cooking odor coming back to the house.
I could not consider KHOV as a good quality builder anymore
in-spite I bought 4 houses from KHOV in past.
KHOV does not care any more about the customer satisfaction. 
Sincerely,
[redacted]
Regards,
[redacted]

We appreciate you as a customer; we at K. Hovnanian pride
ourselves on the integrity, dignity and respect we give to our customers and
homeowners. We do apologize...

that you felt your experience at one of our
communities was neither fulfilling nor pleasant. We sincerely hope you give K.
Hovnanian a second chance and find the home you will feel comfortable in for
you and your family. K. Hovnanian handles all of our customers with care and
sensitivity as well as fair treatment in helping a future homeowner finding the
home that best suits their needs.

We have a beautiful home built by K. Hovnanian!! The craftsmanship is exceptional and we just love everything about our Tomasen model! Having a home built can be very stressful and there are often problems that happen along the way; however, it's not the problems that one remembers, but the effort to resolve them. K. Hovnanian resolved all our problems to our satisfaction and in the end we have a beautiful, well built home!!

Our experience with K. Hovnanian Homes has been excellent! Our home was delivered on time and was built with quality material. I would definitely recommend K. Hovnanian Homes to my family and friends. The staff (sales center, finance, construction, service center) is excellent and very professional! I'M STILL SMILING!

We were first time buyers and we had a very pleasant experience with everything. Alison was very helpful with any questions that we had. We love our new home and would recommend anyone to K. Hovnanian homes.

My home buying experience with K. Hovnanian was nothing short of outstanding. This company is honest and every member of K. Hovnanian team was professional. Most importantly, I am thoroughly enjoying the new house!

Debra L[redacted], you have made this home buying experience WONDERFUL. Thanks for everything.
Michael H[redacted], thanks for constructing a home that my family and I feel save and secure.

Review: I am writing in regards to [redacted], sales representative for K Hovnanian Homes at the [redacted].

In November 2013 I arrived with check in hand to purchase a home and I was brushed off when inquiring about available lots. I was told that a specific building had not yet been released. **. [redacted] mentioned she was able to put a lot on hold for a couple who was “serious” about purchasing a home and adding their own options from the ground up. When I requested a hold on a specific lot I was denied.

On May 17, 2014 I returned to [redacted] ready to make a purchase once again. And I was met with condescending remarks such as . “I know you don’t have your checkbook so why don’t you just come back another time.” I corrected her and stated that I was there to put a lot on hold and she told me she didn’t have the time. Later she said, “I must admit, after the first time I met you I may have crossed your name off my list because I didn’t think you intended to buy. That’s why our lender didn’t contact you.”

From the very beginning **. [redacted] has been very unclear with me and has not put certain things in writing, despite requests from my Realtor and myself regarding specifics of the home. She said her word was good and, unfortunately for me, I kept good faith in her as a representative from K Hovnanian Homes.

During my appointment at the design center to choose the options I wanted in my home. Much to my surprise, I was told that most everything **. [redacted] told me was included with my home at the agreed-upon price were indeed options totaling more than $8,000, specifically hardwood floors throughout the main level of the home and an above-the-range microwave, which I was led to believe was included in the gourmet kitchen.

When I went back to discuss this with [redacted]. She stated that she may have been "confused" and describing the home as if I had opted for a 10k design center incentive, stating that she had gotten into a car accident since then and it may have been during that time where she was on pain medication that she could have "said anything".

I requested to both the VP [redacted] and the Division President of K. Hovnanian in MD that they consider my request that the “options” I was told were included in my new home be given to me free of charge. They offered me a microwave and the refrigerator I was promised by the sales rep but nothing more. They defended their sales rep and refused to accept responsibility for this bait and switch she pulled on me. They also tried to put the responsibility on my realtor stating that she should have requested things in writing. Which we all did on several occasions. This entire company see** to not know their product at all as I have asked several questions only to get conflicting answers or answers that are only changed later.

I have had several meetings with the sales representative because she has been so unclear only to be notified that most everything we had discussed was false. She remains evasive and has an incredible lack of integrity and principle. By having it not be honored it causes me to question the entire organization and their culture.Desired Settlement: I would like K Hovananian to assume responsibility for their sales associate, [redacted], misrepresenting K. Hovnanian to my family, my realtor and myself and honor what she stated would be included in my home.

Business

Response:

This letter is in response to **. [redacted]’s complaint. K Hovnanian’s goal is to make sure our

homebuyers are satisfied with their home and in tandem a satisfactory or better

experience throughout the process. In

reference to her claim that occurred in November, 2013, **. [redacted] set up an

appointment to proceed with a contract and failed to make the scheduled

appointment. **. [redacted], our sales

consultant, was advised by **. [redacted]’s realtor that her client was not ready to

make the decision to move forward.

Upon **. [redacted]’s return to purchase the home **. [redacted] and her realtor

was treated with the utmost respect and integrity.

Review: Microwave Hood is not eliminating the cooking odors, carbon gas and smoke and recirculating them back into the kitchen. The only way to eliminate these hazard smoke has been to open windows and doors [not exactly what we wanted to be doing the past winter]. Unbeknownst to us, it appears that the Microwave Hood is not installed properly and has not vented to the outside. We have several attempts to resolve this issue with KHOV Waranty service department, but our request was disregarded in spite the fact that KHOV admitted that ventilation in not working effectively.Desired Settlement: Please re-install Microwave Hood the efficient way so cooking odors, smoke and carbon gas to outside

Business

Response:

[redacted],

Please find my resolution below addressing the issue with the microwave(hood)

Resolution:

[redacted] contacted K. Hovnanian's homeowner services on 4-10-2014. Stating it appeared the microwave (hood) has no outside venting. The issue was assigned to [redacted] in homeowners services. A technician was assigned the same day the complaint was received. The technician found the microwave (hood) was installed correctly and it is installed the same in all the other townhomes in the community. The technician further explained to the homeowners that the microwave is a self venting microwave and does not need outside venting.

Respectively,

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:There is much better option available to install this type

The purchase of our new home from K. Hovnanian Homes was an absolute joy. Their in-house mortgage department requirements were quick and easy, the sales staff was very knowledgeable and courteous, and the construction manager did an awesome job walking us through our new home and explaining items to us. We definitely recommend purchasing a home from K. Hovnanian Homes!

The experience was extremely pleasant. the staff and constructors were great. they are extremely easy to work with. I would definitely recommend to my friends. thank you so much again.

My experience purchasing a new home through K Hovnanian was exceptional! The staff, specifically Cliff M[redacted] treated my husband and me with the utmost respect, never made any promises that couldn't be kept and delivered our home timely! We needed a few repairs after moving in and Jason H[redacted] (K Hov Home Service Center) responded to our call effectively and efficiently! K Hov Rocks!!

Our experience with K. Hovnanian Homes has been excellent! Our home was delivered on time and was built with quality material. I would definitely recommend K. Hovnanian Homes to my family and friends. The staff (sales center, finance, construction, service center) is excellent and very professional! I'M STILL SMILING!

K. Hov did a great job of making the house buying experience seamless.

Our experience was a positive one. Buying a new house has been a learning experience but a very valuable one. Step by step, we went through the process of trying to find the community that would be perfect for our family...and that we could afford. KHov personnel were responsive and eager to help us through the rough patches. It's a very nice builder and very personal staff. If you are looking for being spoiled and treated like family... come to KHov

Review: I am writing to file a complaint against K. Hovnanian Homes of Maryland, LLC; specifically, [redacted], Sales Consultant at the [redacted], MD community.

We are typically not the type of people to make formal complaints against companies and/or individuals; however, in this situation we feel it is warranted based off [redacted]’s unprofessional and dismissive behavior in an interaction at the sales model on Saturday, 6/7/2014 (a few short hours ago). We initially contacted and were escorted through the model by a sales associate by the name of [redacted]. He was very pleasant, knowledgeable, and professional. Towards the end of our visit [redacted] returned from another home site and very quickly made our experience very uncomfortable and decisively negative. I had asked [redacted] whether K. Hovnanian’s lending arm had a rate lock program. He said he did not know, but that he would ask [redacted] (just arriving from another appointment). After introducing himself [redacted] proceeded to dismiss the rate lock option opining that rates would not go up anytime soon. His confidence was so resolute, although most likely not guided in any real understanding of the financial markets, and of course belies the speculative nature of the bond markets which have influenced mortgage rates historically. After stating that he was sure I would understand that any rate lock cost to offset the lenders risk would not be worth it because rates weren’t going anywhere, [redacted] proceeded to quickly probe for a home purchase timeframe and budget. We are generally conservative people and I mentioned a low end budget to [redacted], because honestly we are still in the information gathering stage and I was not prepared to discuss numbers at this point regardless. Upon mentioning to [redacted] that our budget was in the 750-800k range [redacted] immediately suggested that we look elsewhere. He was selling homes in the 900-1mm range and that the lowest model was at 756k without any options. He also made mention of Ravens and Orioles (maybe he was just highlighting local bird species because he did not specify coaches or players, or for that matter trainers, janitors, etc) – I can only assume this was to denote the companies lofty client base and that somehow we were in the wrong place. In my mind even if the range we provided was valid, a base price of 756k plus ~50k in options should be a reasonable sale in the last phase of the development and one I would hope K Hovnanian would welcome. In actuality our budget may go far above that. The logic however is beside the point; my concern is more with the cavalier and condescending attitude. Regardless of whether we were potential homebuyers looking to squeeze into a neighborhood at the lowest possible price point or homebuyers willing to max out options – I would expect a company’s representatives to treat us with dignity and respect.

I can assure you that this single experience has ensured that we will never do business with K. Hovnanian now or in the future. Further, our sphere of influence is made up of a large, diverse, and well respected community from all walks of life – we treat them all with the same level of dignity and respect. If asked we will share our experience from today honestly and openly.Desired Settlement: In addition to an apology - I would like [redacted] to go through a formal sales training program which emphasizes listening skills, sensitivity, and fair and equitable treatment of customers.

Business

Response:

We appreciate you as a customer; we at K. Hovnanian pride

ourselves on the integrity, dignity and respect we give to our customers and

homeowners. We do apologize that you felt your experience at one of our

communities was neither fulfilling nor pleasant. We sincerely hope you give K.

Hovnanian a second chance and find the home you will feel comfortable in for

you and your family. K. Hovnanian handles all of our customers with care and

sensitivity as well as fair treatment in helping a future homeowner finding the

home that best suits their needs.