Complaints

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:11/18/2024

  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.

  They called asking if I wanted to sell my home, but were VERY sketchy-- they would not give the nam of thier company and the called was hesitant to even give her last name (she eventully said it was **** France-- when I called back, the voicemail said the phone was for a *******). When I said I like to deal with ethical people who don't hide the name of thier company and would like to know it, they hung up. My research discovered that this was the firm. Thier address, however, is bogus-- there is no office there.

  

  Business Response

  Date: 11/19/2024

  As the owner of the company, I called **** to better understand his concern and apologize for any mistake that we made in the process.  I surmised that our team had reached out two times this year, the first time our offer price did not meet his expectations for his condo.  Although **** let us know that his condo is in pristine shape, the condo building has recently had two major fires and the *** is currently undergoing a multi-million dollar lawsuit in federal courts, thus we could not make a competitive offer on his unit.  I believe our mistake was that our team reached out to him a second time, which I admit would be annoying.  I apologized for this mistake during our phone call and he told me he appreciated my call and the apology.  I did explain that we do train our employees that they do not have to give out last names, the employee's last name is not pertinent and sometimes consumers can become aggressive, so for our employee's safety they do not have to give our their last name.  We will not change this policy.  All said, while **** did not have a good experience with our team, True Homes has successfully helped more than 200 front range families transition from their homes in the last 6+ years.  We are a family-owned company that maintains a physical office in **********, ** and a mailbox in *********************, and our BBB and ****** Reviews demonstrate that people that actually choose to work with us appreciate our honesty and integrity.

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased a home that was "flipped" and sold by True North Development LLC. Through the process they were very difficult to deal with and stalled on responses and didn't complete required replacements, repairs or corrections that were included on the signed Inspection Resolution. When we arrived for the final walkthrough prior to closing there were many items still not completed and instead of making a repair they removed a ceiling fan. The exhaust fans in both bathrooms still were not operable, but was told the electrical was fine, so they offered up $200.00 to replace the motors. There still was leaking in both bathrooms, and the dishwasher hadn't been repaired/replaced. Upon moving in we discovered there were alot of things missing in the home like clothing bars in the closets to hand up clothes on hangers, no shower bar, towel bars or toilet paper holders in any of the bathrooms. It is just disheartening to move into a home that was supposed to be flipped to have nothing practical. I think they simply painted the walls and called it finished. the dishwasher took 4 times replacing to finally get one that worked correctly. Cutting corners on cost to simply get by was not the answer. The repairs for the leak in the shower still have not been completed as the wall on the opposite side of the bathroom has not been repaired properly. Items on the Inspection Resolution still have not been completed - there are approx ********************************************************************************************************** fixed. They were supposed to Hardwire the ceiling fan in the living room so there were no exposed wiring, but instead of doing that they just removed the ceiling fan! This was part of the contract and fixtures that were included with the sale and they just removed it! We had an electrician come to repair the exhaust fans and after several weeks of locating the correct motors the replace cost was $925.00 which they contributed $200.00.

  

  Business Response

  Date: 05/08/2024

  First of all, we wish to apologize to the buyer that the condition of the home fell short of their expectations, as our goal is for a new homeowner to move into our renovated homes problem-free!  In 5+ years of renovating homes this is our first BBB complaint, so we take this very seriously.  It is apparent we missed some items  and will work to make it right, and also improve our processes.  That said, we would like to address the specific issues noted by the buyer.

  1.  Dishwasher - The dishwasher situation was equally frustrating for us at the company as it was for the buyers!  ****** sold us two dishwashers that were installed by our licensed plumbing contractor, and each unit failed shortly after installation.  Rest assured the plumber tested these dishwashers and they worked immediately after installation; however, after the buyers reported the second dishwasher to have issues, we immediately took action, switched providers, and paid ********** to install a third dishwasher (of buyer's choosing) and haul away the other unit.  We fully acknowledge that this was frustrating and time consuming for the buyer; however, we covered the entire cost of the replacement even after the buyers offered to pay the difference in cost for the upgraded dishwasher of their choice.  It is our opinion that this issue has been resolved and does not require further action.

  2.  Plumbing Repairs - We paid a licensed plumbing contractor to repair (receipt attached) all of the issues that the buyer had requested that we repair in the inspection resolution.  We need to understand further what plumbing issues are still outstanding.

  3.  Electrical Work - Frankly this is the main area where we let the buyers down.  Our contractor did not replace the bathroom fans as originally agreed, removed the living room fan instead of repairing, and apparently (we cannot independently confirm) left off several wall/switchplates.  The project team did not realize this until the buyers noted in their final walk-through, which was our mistake.  We want to try to make this right.

  4. Scope of Renovation - We spent over $33,000 on this renovation, which included interior & exterior paint, flooring, a new roof, miscellaneous repairs, landscape clean-up and debris removal.  Further, the house has double-paned windows and a modern furnace.  While the buyer may be frustrated about the lack of closet hanging rods, etc, that was not changed during the escrow process, the buyer did not ask us to make any changes, and we made no warranty about those features.  We feel the buyer's characterization of the overall project as "simply painted" is inaccurate and a result of frustration spilling over from other matters.

  5.  Communication - when we buy homes, we communicate directly with the homeowner, and pride ourselves on cultivating this relationship.  It's different with on-market sales, where there are typically two realtors in between us and the end-buyer, so things get lost in translation sometimes.  That said, the buyer's realtor texted our realtor on closing day saying "Really appreciate you and your seller... being helpful and cooperative through this whole transaction!  Let's do it again soon!" [Text thread uploaded]. Either way, we understand and acknowledge this comment may be as result of frustration spilling over from other matters.

  Overall, I believe we can resolve these issues.  We have already terminated our working relationship with one contractor from this project and will review the performance of the rest of our team/crews.  And most importantly, we have reached out to the buyers agent to work toward a mutually agreeable solution, and hope to have the chance to make things right.

  Sincerely,

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

   

  

  Business Response

  Date: 05/08/2024

  The seller noted the value the complaint was $373,000.  This is the entire purchase price of the home, which doesn't seem accurate.  It seems that the value of the requested action is closer to $2000.  How do we handle this?

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21629167
  
  I am rejecting this response because further communication is needed to keep the case open.  I do appreciate the Proposal for Resolution that was sent to my Realtor (attached) and have provided more feed back and a response to the proposal.

  Yes, I agree this whole situation has been frustrating on many different levels.  In my initial complaint, my agent contacted me asking what we wanted done.  I texted her that we wanted to see the items that were skipped or removed from the Inspection Resolution:  1 - replace the missing cover plates throughout the house, 2 repair and paint the wall/drywall and paneling that was removed to repair the leak in the shower, 3 replace the ceiling fan with light fixture that was removed from the living room (according to the Inspection Resolution the exposed wiring was supposed to be taken care of not remove the entire fixture) and 4 reimbursement for our out of pocket expenses to have the 2 exhaust fans in the bathrooms repair/replaced.  This is still all we are asking.
  1. Dishwasher We agree with the frustration over the dishwasher as the leak was discovered in the Inspection, but still wasnt corrected by the walkthrough.  Not sure if it was repaired or replaced, but after 2 more units were installed (the cheapest model at *****) it still wasnt working property.  After talking to the ***** associates we were told that there were known issues with this model and therefore asked if we could be reimbursed the price of the dishwasher and obtain our own.  In which we incurred additional costs to get an upgraded model, extended warranty and the installation was more than originally estimated.  Payment was sent to me via Venmo and we had no issues paying the extra for a more reliable model. 
  2. Plumbing Repairs again yes the plumbing and leaks have all be repaired after multiple trips from contractors.  The issue that is remaining is the repair of the wall (photos were attached to the original complaint) where the plumber cut into the drywall and wood paneling in the living room due to the leak/repairs of the shower leak.  We are asking the hole be repaired (and painted) and the wood paneling be repaired/replaced.
  3. Electrical Work as stated in my original complaint we are asking for the cover plates to the outlets and light switches be covered.  A ceiling fan with light fixture be installed in the living room, as there was one there at the time of the contract and asked it be rewired so there was no exposed wiring.  Additionally, we would like to be reimbursed $725.00 for the remaining amount to have the exhaust fans replaced in both bathrooms.
  4. Scope of Renovation we are not sure what was originally done on the renovation but many of the items you mentioned were from our request from the Inspection and the reason for the complaint is they were not done correctly, or just simply not done at all.  Things like the garbage disposal, dishwasher, exterior painting, new roof and all the plumbing issues were identified and agreed upon in the Inspection Resolution.  The landscape clean-up and debris removal was also lacking as we are having to remove a large pile of debris/garbage and one of the sheds was packed full of painting supplies, drywall, tools and garbage.  We also had to have a petrified rabbit removed from underneath the shed.
  5. Communication We had no real issues with the communication it was good.  It was the execution and commitment to the contract and the lack of getting things done and correctly that we have concerns.  So, yes the text messages from our realtor was accurate as that was sent before all the issues were discovered and not corrected.
  

  I dont know where the ball dropped with the many different levels of management and contractors on this project, but I just would like to get the items completed that were in the contract and what we paid for.  The contract was written up and the inspection resolution was agreed upon. There shouldnt be any question, sugar coating, or excuses.  Maybe some type of follow up by the company when your contractors complete a job is necessary to ensure this type of situation doesnt happen in the future. Please just finish up the items that should have been done before we closed.  Guess that is our fault for moving forward and closing when everything wasnt completed.  ****** learned.
  

  I did receive a Proposal for Resolution from my realtor (see attached)
  Electrical Scope:
  Replace missing Cover Plates:
  Buyers Responsibility:  Please take pictures and make count of needed cover plates.  (Pictures attached 10 outlet covers and 1 light switch cover)
  Buyer Responsibility:  Purchased desired light fixture The light/ceiling fan was installed and included with the purchase, it was removed after the Inspection Resolution instead of concealing the exposed wiring.  Light/Ceiling fan should be purchased by Seller.  We found one comparable to what we believe was there before.  Item #*******/Model #***** Harbor Breeze Notus 52-in Bronze Indoor Downrod Ceiling Fan with Light (5 blade)  $109.98 at *****.
  
  Vent Fan Reimbursement:
  I have requested an itemized Invoice from my Electrician.  He did explain to me on his initial inspection that the home was built in 1997 and they no longer made/manufactured the motors from this model of exhaust fan, so finding a compatible one was going to take time and cost more. I will forward the invoice once it is received.
  
  Drywall Repair:
  Please see attached pictures I do believe the chair rail is the only thing that will need to be repaired/replaced.  The wood panels seem to be ok, maybe just adjusted and lined up better.
  Question regarding any paint left behind yes, if it was left inside the house we do have that. There was also paint left in the shed outside, but it wasnt sealed or closed up correctly and buried in garbage, cut drywall pieces and a lot of construction material/scraps.  Everything in the shed was disposed of.
  

  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/24/2024

  We have issued work orders for the electrical repairs and the drywall repairs as requested by the homeowner.  We have provided the vendors' contact information and asked the homeowner to coordinate the schedule directly with the vendors; however, we have agreed to cover all the labor and material costs of the work.  We still await an itemized receipt for the vent fan installation to make a final determination on whether that reimbursement can be considered.

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  
  Sincerely,
  
  *******************