Complaints

This profile includes complaints for Trail's End Homebuilders LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trail's End Homebuilders LLC

  1770 Allegheny Dr Colorado Springs, CO 80919-3446

  
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  Trail's End Homebuilders LLC

  2270 Wynbury Ct Colorado Springs, CO 80919-4904

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The contractor threw away our blinds, $5,000 worth or lost them. They came to measure and replace but never followed through. We also caught them stealing from us through fake invoices and receipts. They did not finish the agreed upon punch list. They sent someone to fix the wrong color grout and the contractor who came to finish it scratched our tile and chipped it. They said they would send someone else out and they never did. They ruined our stairs as the dry wallers dropped all over them. They did not properly supervise construction which also led to damage on brand new counters and our new hard *****. They said they would get everything fixed but have not. We do not trust them since we found the theft and the last contractor scratched our tile and chipped it. They are withholding their insurance information from us so we can file a claim. We would like to be reimbursed at this point. W have paid them in full, hundreds of thousands.

  

  Business Response

  Date: 09/05/2024

  In business for over 18 years, we pride ourselves in integrity & customer satisfaction. Unfortunately,we havent been able to satisfy this client. Many of the complaints made & photos shown were already addressed (tile chip repaired & scheduled to completely replace shower floor when client told us not to). We have never heard of a stair problem. The countertop fabricator (clients,not our contractor) did scratch some cabinets during install which we repaired. The fabricator also gave them credit for new work & a reimbursement. The hardwood contractor made repairs after move in. A faint imperfection requiring a flashlight to see is beyond a reasonable standard for repair. The client requested we pay $6k for one missing blind and a second with a missing piece, despite originally not wanting to reuse the blinds, moving the old blinds around when storing stuff in the garage mid-project, and then waiting a couple of months after move in to self-install the old blinds and find one missing. The client had already been fully reimbursed $19k for the blinds from insurance, we felt that $6k was an unreasonable amount. 

  We are extremely offended that the client has accused us of theft as integrity and honesty are fundamental to how we run our business. We provide a detailed spreadsheet showing all costs along with receipts and invoices for every charge. There WERE a couple of receipts repeated when we were transitioning to new accounting software, which were removed immediately. Why would a claim need to be made with our insurance company? The clients insurance has already reimbursed them for blinds.

  We feel that we have bent over backwards throughout this project to make the client happy, we have even written off many valid labor charges and reduced our fee on items in an attempt to come to a agreement. The client got a full house remodel with structural/major layout changes and upgrades - within the budget for water damage.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22149311
  
  I am rejecting this response because:
  
  We have never been reimbursed from blinds trails end lost. They took the blinds down and threw them away or lost them. They measured and we gathered quotes from the original company who provided the blinds. Most recently their project manager took the top of my sons blinds that show they are in fact ****** ********. We have the original order. They owe for four sets of blinds and none of the blinds can be matched. We did not come up with the quote but asked the original company to give us the quote. They should have taken better care of the blinds which are ****** *******. The insurance did not cover these blinds as they were not the ones that were water damaged. 
  

  Trails end is withholding their insurance information as we would like to make a claim with them because of the damage along with the lost items. 

  Trails End told us they would get a different company out to fix our shower tile but they failed to and tried to send out the guys who created more damage.

  We are seeking a refund for the tile that was ruined and the labor associated with installation. 
  

  It seems like we may be the only ones who caught the stealing but unfortunately we know we are not the only ones. 
  

  We are now asking for full reimbursement for the blinds and for the tile/labor which we will need to get redone. We do not trust trails end will keep their word if more damage is done again by their sub contractor. 

  Sincerely,
  
  **** and ******** ******

  

  Business Response

  Date: 09/23/2024

  As stated in our original response, we disagree with and are offended by the accusations, continued harassment and defamation. We have offered to re-do the tile but the customer refuses to let us. We have made monetary concessions throughout this project and on their final bill in March in hopes of coming to a closure, but the customer keeps asking for more and more. We feel it is unlikely there is anything we could do to satisfy this customer but would really like help mediating some resolution. We still have additional invoices which we have not billed the customer that we are willing to forego charging in exchange for the customers trouble with the tile and their blind situation and feel this concession more than compensates them for their perceived problems.

  Customer Answer

  Date: 09/30/2024

  [A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.

  Regards,

  ******** ******

  

  Business Response

  Date: 11/01/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you.