Highland Homes Reviews

Small door widths - 24" on many... not enough options at the design center. Sometimes - none at all on some options. Check the design center numbers - I found they overcharged me almost $30,000 - which they did correct. Pricing is crazy - for instance - getting door pulls (handles) - you buy by the room not per pull. Some rooms - the pulls were $30 each, other rooms - $90 each. No mud room - just walls. When I asked them the price to add a simple bench... $5,000! They also fail to tell you the price to actually finish the kitchen - cabinets will be extra - and then painting etc. Most builder include that in the original pricing. $5,000 for a tub that only costs $900. With that said - the Sales Counselor Adam - great! Very helpful and professional. The project Manager Orlando - great as well - always available and great with return calls and texts. Highland Homes need to look at the limited selections at the design center. They need to have more than 1-2 options on kitchen appliances, including choosing a different manufacturer. Need options on different doors than the ones builders stop using a decade ago. LED Disc lights!? Thos have to go. If your light burns out - you have to replace the whole receptacle - upwards of $30-$40. When management heard about the pulls and mud room, they made some accommodations for me. So - I would recommend Highland - but with only a few easy tweaks - they could be 10 out of 10. I love the home - but get ticked every time I walk into a bathroom and bump my shoulders on the 24" doors... ... More

We purchased an inventory home from Highland that was about 95% complete when we went under contract. With a 30-day closing, there wasn’t much time between completion and move-in. We only met with the builder once prior to the final walk-through, which took place just a few hours before closing. During that walk, I identified several issues that needed correction before closing. Unfortunately, after closing, most of those items still hadn’t been completed. I had to take additional time off work on multiple occasions to have those items addressed. That said, the overall **quality of the home itself is excellent**, and I would still **highly recommend Highland for their craftsmanship and product quality**. However, the **builder and sales team’s communication and follow-up could definitely be improved**. We also had a disappointing experience with our sales representative. After our loan approval, we never heard from her again—no updates, no congratulations, not even a message on closing day. She wasn’t available to hand us our keys, so we had to pick them up from someone we’d never met at the model home. We’ve even seen her since, showing nearby homes, but she still hasn’t acknowledged us. In summary, we love our new home and the quality Highland delivers, but the customer service experience fell short. ... More

Since moving into our home, our experience has been wonderful. Zach is very responsive to any issues that have come up. However, we almost did not go through with our purchase due to major issues/miscommunication with the loan officers. I honestly don't have the energy to type everything out here. It was way more stressful than it had to be due to errors and lack of communication/explanation.

Overall Rating: 3.5 out of 5 The construction experience was excellent, and Ray has been consistently helpful throughout the process. However, our experience with the Sales team left much to be desired. We encountered a situation that required escalation to the sales managers, which involved multiple follow-ups and several hours of our time to resolve. Near the end of the process, we were unexpectedly told to finalize the loan rate within the same day. We received a text message at 2 PM stating that the rate had to be locked in by 5 PM. The message felt aggressive, implying that failure to meet the deadline would result in penalties and a delayed closing date. This kind of communication felt more like a threat than a professional interaction and was not something we expected from a reputed builder like Highland. There was no prior notice about needing to finalize the rate that day, which added unnecessary stress to an already time-sensitive matter. Overall, the Sales experience was disappointing and we believe there’s significant room for improvement in how customers are treated and informed. ... More

Did not enjoy my experience with sales at all. Kathi and her team did not make this a great experience. There were times where I’d call or walk in and they’d ask me my name even though I had been under contract for three months!!! There are also way to many points of contact, I was getting emails and calls from 4 different sales people throughout our build. Pricing for upgrades is outrageous and included features could be better. As someone who works in the industry and has sold semi custom homes, I was even shocked when we went to design. Some of the prices were so high our designer didn’t even want to give them to us. Our builder Geoffrey on the other hand was amazing! He had good follow up and follow through. Whenever we had a question he would either have an answer or get one for us. Highly recommend him, he was personable & thorough. Of course there were delays and things didn’t always go as planned, but he made sure to communicate and resolve the issues in a timely manner. Love my home just wish some things were a smidge different throughout the process. ... More

Builder (Jack) was awesome! Attentive, helpful, informative. Couldn’t have asked for a better partner in building our home. Sales and design teams very helpful, responsive and attentive. Unfortunately the quality of materials and trades leaves something to be desired. We’ve had electrical issues since we moved in which still aren’t resolved after multiple attempted repair visits. Issue with doors (warped?, multiple broken hinges). HVAC design issues (bedrooms are cooler by 2-3 deg even after return visit by HVAC installer); curious what the temp differences will be in summer time vs. winter.

The only issue we have with our house is the back fence. It makes us feel like we are prisoners. We were never told that the fence would be 8 feet tall. We have one of the smaller backyards in the track so the back yard is only 5 feet from the patio.We wish that it could be taken down 1 foot so we can at least see something other than a fence.

Had some issues with switching the builder towards the end. Highland has been very responsive on fixing needed repairs.

The process was long (it took 10 months to build our house), but I feel that was mostly supply chain delays. I didn’t enjoy the design/upgrade selection process as there seemed to be little knowledge about what things would cost, and the upgrade options were selected over a couple month period, so it was difficult to know what our options were or whether what we selected first would still be in our budget when we were offered other selections later. We had some delays in the process and despite our best efforts, we struggled to get regular updates. We asked for a weekly progress update, but instead, we only got an update when we asked. It was eventually determined that the poor communication came from our project manager/super and we asked to have him replaced. We were very happy with the process and communication after that, and it led to a much smoother process. The fact the builder was so willing to change the super for me showed me they cared enough to ensure we had a positive experience. For that, I’m grateful and appreciative. ... More

Took a long time to start. Multiple delays.

The care and quality exhibited by the subcontractors was very disappointing. The PM for the builder did a good job getting things corrected. The cleanliness of the home at move in was not as expected.

They can be trusted. Just follow up on everything being done on your home and if you identify any issue talk to them immediately. They will readily respond to it.

Very disappointed in the fixtures, tile, flooring etc options at the decorating center. Very disappointed in cabinetry as well. Did not feel like this was not worth the money paid for the home. Sales was good and follow up with issues have been excellent.

We got a great plan and decided to buy with some allowed modifications. The customer service and construction manager were great. But the quality of workmanship is terrible. Even after constant monitoring the building process, we had hundreds issues including some terrible ones even after closing. Some defects could not be rectified. There were many omits and misses. But silver lining is great service. Even after a month of closing, the issues were addressed. The home was built in haste to meet closing date and poorly done in some areas (carpentry, electrical, roofing, painting) that is not expected to a costly home. Thank God we got a great sales person and construction manager to address most issues. ... More

Workmanship is not good due to labor shortage.

The price is not very transparent. A lot of promotions need to be added if you want to receive a higher quality house.

There are many cosmetic issues with the home. The painting is really poorly done and a lot of the internals look and feel cheap. We keep finding more and more things the builders messed up and it's becoming tiring to chase after them for help so we will be hiring people to come fix the issues out of our own pocket.

Dear Highland Homes Team, I am writing to share my overall experience with the Highland Homes building process, from initial sales through to closing. As experienced homebuyers, my family and I were eager to embark on this journey, but it proved to be a mix of challenges and positives. The process highlighted varying levels of service across different stages, which I’ll detail below. Ultimately, while some aspects fell short, others exceeded our expectations, leading to a completed home we’re proud of. The sales phase was unfortunately the most disappointing part of our experience, primarily due to our interactions with Kelly. She was consistently non-responsive to emails, often taking days or weeks to reply, if at all. Verbally, her information was inaccurate, and she frequently contradicted her own statements in follow-up emails regarding the sales process. This lack of consistency eroded any confidence we had in her guidance, making the initial steps feel chaotic and unreliable. In contrast, the contracting and construction phases were handled exceptionally well by Jonathan, who restored our faith in the process. He was highly responsive to emails, texts, and phone calls, addressing every concern promptly and thoroughly. Jonathan invested significant time sitting down with us to ensure all specific details were accurately captured and implemented. His respectful and understanding approach in every customer service interaction made him the standout highlight of our Highland Homes experience, and we would wholeheartedly recommend him to others. Financing and closing were smooth and efficient, thanks to Nancy’s outstanding support. She excelled in communication, providing timely and clear updates throughout. Her accuracy with data and documentation gave us peace of mind during these critical final stages. We appreciated her professionalism and would be happy to work with her again on any future endeavors. In summary, our Highland Homes journey had its ups and downs, but the dedication of team members like Jonathan and Nancy made a significant difference. To rate the key individuals: Kelly receives one star for her poor performance, Jonathan earns five stars for his exemplary service, and Nancy gets four stars for her reliable assistance. We hope this feedback helps improve the process for future buyers. ... More

On my 3rd contractor…like starting from scratch over and over

We chose Highland Homes based on their reputation for quality, communication, and strong warranty service. Our construction experience reflected that—everything went smoothly, and Danny, our construction manager, was outstanding. He communicated clearly, stayed on top of the timeline, and made the entire build process seamless. Danny deserves a full 5 stars. Unfortunately, our experience with the warranty side has been the complete opposite. A month after moving in, our backyard tree died, despite plenty of rain and proper yard maintenance. Additionally, a gate hinge had come loose—likely due to wind sometime between our final walkthrough and closing. While I fully understand that no one is perfect and there are rules and disclosures in place to prevent misuse of warranty services, the issue wasn’t the problems themselves—it was how they were handled. Nate, our assigned warranty manager, came across as dismissive from the start. He offered excuses for every concern, spoke to my wife in a condescending tone, and seemed more focused on defending himself and Highland than listening and empathizing. During my own conversation with Nate, I found myself frustrated—not because I didn’t get my way, but because of the complete lack of empathy or ownership. He made sure to mention his accolades with the company, which seemed more like a justification for not helping than a way to reassure us. I did apologize to him for getting frustrated, but throughout the entire interaction, he never once said something as simple as, “I’m sorry you’re dealing with this.” A little empathy and common sense would’ve gone a long way. In the end, I reached back out to Danny, who kindly helped us address a few lingering issues. I truly appreciate that, and again, Danny is a major asset to Highland Homes. But unfortunately, Nate's approach to customer service left a bad taste in what was otherwise a positive experience. It’s disappointing because it wasn’t about getting everything covered—it was about being heard and treated with respect. Customer service and communication should never be afterthoughts, especially when building someone’s dream home. ... More

I encountered several issues with my experience but most were resolved within a reasonable amount of time.

Reliable, trustworthy and responsive !! On down side - all my glass windows cracks, Stair case is terrible, landscaping and Insulation are not worth for the money spent.

I had quite a few issues with my home initially, but they were resolved. I am still having issues with contractors cursing at me when I ask them to move their vehicles from blocking my driveway or making it impossible to drive on the street. I would not recommend being the first in the neighborhood. Especially if you work from home.

I chose a Highlands Home because of its stellar reputation for quality work. However, I don’t think Highlands has completely delivered on the townhome I purchased. Highlands responds in a timely manner to my concerns. However, there’s (at least to me) a defensiveness to my critique of some of the carpentry workmanship, especially the trim work done on the baseboards and door mouldings. As of the writing of this survey, I haven’t even moved in yet, and I’ve noticed the moulding around ALL the doors is separating and in some places, pulling away from the wall. I have voiced concern about the shoddy trim work and I have requested that it be corrected. Maybe the trim guy for the work done on the townhomes in Sherman Texas needs to be replaced. Also, I noticed that the shower frame is not level. As for the smart home features, I love them! I also, appreciate the double-paned windows. ... More

Quality build. Construction manager does a poor job with following up with communication and misses details in every single email exchange. Construction manager is nice. He tells the buyer he is available for questions/concerns, but does not actually follow through with a quality level of responsiveness. Outright ignores some topics in emails. Issues/agreed upon repairs would persist for weeks and I had to keep asking up until the day before closing. Sales counselor was consistently excellent, responsive and proactive. I would give her five stars.