My first interaction with Lennar Customer Care was my first indication of what was to come in the next several months. It’s been nothing but a roller coaster waste of time.
Announced back in September 2016, Lennar was taking over WCI after WCIC stock kept tanking. I can’t imagine why.
Mass production of poorly constructed homes while creating the illusion of customer care seems to be the standard business model.
— Bea Zersux (@beazersux) February 7, 2018
Were all the Lennar reviews wrong? I would soon find out they were incredibly accurate.
I had some reserved hope that Lennar might be a much better company than all the reviews and articles led me to believe.
Here is just a sample of what I read when I searched for Lennar reviews.
- ConsumerAffairs Lennar Reviews and Complaints (there are a ton of them in here).
- Pissed Consumer Lennar Reviews and Complaints (1.5/5 stars and 305 reviews).
- Zillow has an epic thread with 29 answers to “Any experience with Lennar Homes?”
- Glassdoor Lennar Reviews
- Trulia has 41 answers to the question, “What is Lennar builders reputation in Florida?”
@Lennar clearly the roofers you got on this Championsgate home were in elementary school. Thanks for the mold. This is why they do a one year roof warranty. #lennarsucks #mold #roofdamage #roofersnotqualified #lennarorlando #lennar #championsgate #moldkills #notsafe #lowquality pic.twitter.com/n73PjysJuF
— Samantha Herington (@Sammy2982) April 15, 2018
It’s been one month since I contacted @Lennar about the faulty fire sprinklers installed in my home. No response back. I understand your company doesn’t care about this, but I’d really like some kind of response.
— Wallflowersteve (@wallflowersteve) March 8, 2018
@Lennar since you’ve acquired CaAtlantic warranty requests are taking MONTHS. Your team is unresponsive. It’s been 6 weeks and still no movement on our warranty repair. This is absolutely unacceptable and people in my neighborhood are angry and frustrated. Please fix this!
— Samantha Colletti (@SamiPerd) April 26, 2018
What occurred over the next several months was nothing short than a complete roller coaster and waste of time. I should have gone with my gut and paid attention to all the negative Lennar reviews. I should have also realized they were no different than WCI Communities. This was a match made in heaven.
Lennar customer care responds to a tweet
Because the inside of my house was barely warmer than the outside temperature, I tweeted this:
— Kris Fannin (@krisfannin) January 8, 2017
You’ll see one response. That was mine to Lennar. They have since blocked me on Twitter. Guess the honeymoon is long over.
Lennar social media has a pattern of blocking people that tell them what they don’t want to hear. It’s a horrible social media strategy.
With all of my issues , I guess Lennar just can’t handle the facts ! pic.twitter.com/vBkPxsTlNm
— Neal Diamond (@DiamondNealauto) December 17, 2017
They apologized and then instructed me to make contact Marli at email@example.com.
My first email to Lennar customer care
On 1/9/2017, I sent this email to Lennar customer service:
I am responding to the request from a recent Twitter message:
I am wondering if you might have a few minutes to chat today, as it is probably more efficient than going through email.
Just let me know when you might be available. Alternative you can call me at 312-636-5747. If I should not be able to answer, I will return your call ASAP.
I hope the “everyone is back” Monday is treating you well, Marli, and look forward to speaking with you.
No response from Lennar
On January 12, 2017, I sent a follow-up email because I had not received a response (I even set up a reminder). I was confused, as I could tell the email had been received and read – many times.
I am following-up on the below message.
Lennar customer care responds almost 5 days later
This should have been my clue that all the reviews about Lennar were accurate. Not only did it take them almost five days to respond, they said there was nothing they could do. Remember, Lennar customer care asked me to reach out to them for assistance. Here is the email they sent:
Thanks for reaching out via Twitter. Unfortunately, we are not in control of WCI, but I would be happy to forward your concern to their management team.
Have a wonderful weekend.
Internet Marketing Coordinator”
I respond to Lennar customer care
You cannot rationalize irrational behavior. For some reason, I went against my own advice and replied to the email asking for an explanation.
Thank you for the response, but I am confused as to why it took 5 days for a response to tell me to go to WCI management?
WCI is the issue. I think you’ll learn that as you become more integrated with them. WCI management is a huge part of the issue.
Lennar customer care responds with…nothing
Seriously. No response. At all. Crickets.
I should have run at this point. This will give you just a hint to all that was about to happen in the coming months. Clearly, all those negative Lennar reviews were on to something.
However, when I had one last realtor tell me that I would have to essentially fire sale my home to get out, I had enough.
My next communication was to the Lennar Homes Tampa Division call center.
Agree. I’m beyond frustrated and nothing disturbs me more than a promise to respond to me and it’s 3+ weeks later and still no answer. If you continue to communicate you get a sarcastic response. We are a bother to Lennar.
— Phillip Haiman (@KeithHaiman) April 21, 2018
Note: As of the date of this publication, all the Lennar executives went silent and none of the construction repairs were ever made, including the promised replacements of two, improperly installed and defective A/C units causing extensive mold exposure and health issues.
This is how my 3 small children get to eat their Christmas dinner. Our master shower has leaked on to our dinning room…
Next Lennar communication: Lennar Tampa Call Center Initial Contact – False Sense of Hope?
Previous Lennar communication: WCI (Now Lennar Homes) Lied in Their Legal Response. Why?
My mother has been trying to get ahold of someone from @Lennar for 3 days now to have them come fix the cabinets they clearly didn’t install correctly in her brand new townhouse. This could’ve ended up way worse, thank god my mother or her dog wasn’t underneath when it fell. pic.twitter.com/r51kunVbdg
— Jenn 🧜🏻♀️ (@genyphernykoal) May 11, 2018
Bad week for @Lennar. Our warranty contact was extremely rude to me last Friday, half our items aren’t finish, no front yard (still), and I left 3 messages with corporate and never heard back. Just laughable how bad this company is. pic.twitter.com/BV8W8uFBFk
— Brian Pontarelli (@bpontarelli) May 13, 2018