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:04/03/2025

  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.

  I am filing this complaint against True Homes regarding a persistent and unresolved issue with my shower in a newly constructed home I purchased in their ******, ************* Despite multiple repair attempts under warranty, the problem remains unresolved due to improper installation and inadequate corrective actions by True Homes.Since closing on my home, I have experienced a leak in my shower that has never been properly repaired. After raising this issue with True Homes' warranty department, their proposed solutions have been temporary and ineffective, failing to address the root cause.Key Concerns:Improper Installation Independent contractors have evaluated the shower and confirmed that the tile system was not installed correctly. The backer board has gaps, and improper fasteners (non-rust-resistant metal) were used in areas requiring moisture-resistant materials.Repeated Inadequate Fixes Instead of properly addressing the structural defects, True Homes has merely applied silicone and other superficial measures, which do not resolve the underlying installation flaws.Warranty Negligence My warranty for the shower has been extended, yet the issue remains unresolved. True Homes has been unresponsive to expert assessments confirming the poor workmanship and continues to dismiss valid concerns.Lack of Accountability Despite multiple attempts to escalate the issue, True Homes has failed to take appropriate action, leaving me with a defective shower in a newly purchased home.Desired Resolution:Conduct a full and proper repair of the shower, ensuring the backer board, fasteners, and tile system are installed correctly according to industry standards.Provide a clear and documented repair plan with accountability measures in place.I expected better quality and customer service from **********************, and I am extremely disappointed in their handling of this matter. I urge the company to take responsibility and provide a proper resolution to this ongoing issue.

  

  Business Response

  Date: 04/04/2025

  We understand and appreciate the homeowners concerns regarding their shower. Since closing in June 2023, True Homes has responded to every contact, completed multiple repairs, and extended service beyond the warranty period.
  Initial repairs were performed in September 2023 and March 2024, followed by an inspection and in-person meeting with our Quality Manager in July 2024. During that meeting, the homeowner acknowledged that there were no further leaks, and that drywall removal had been done at their discretion. Despite the warranty having expired, True Homes repaired this drywall as a gesture of goodwill in August 2024.
  Further concerns were raised in January 2025, and we again responded promptly. Although the tile could not be perfectly matched due to dye lot availability, we respected the clients request to supply their own tile, delaying the repair until the selected material arrived. A missed appointment by our trade partner has since been rescheduled with the clients approval.
  Throughout this process, True Homes has maintained communication, performed multiple inspections, and made timely repairs in line with client availability. We respectfully disagree with any suggestion that we have been unresponsive or failed to provide excellent service.

• Initial Complaint

  Date:04/01/2025

  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.

  Per a pending action (filed complaint) of builder modifying my home without my permission, without my approval, without my knowledge, not on any paperwork, not on sales contract, I hired an attorney for the matter.Separate to the above matters, I requested a prior appointment with the warranty department to reschedule appointment due to electrical concerns (fire hazards/safety/alarms) and the fire department has been contacted.Currently under a one year warranty, I was denied by warranty department to submit a request/claim by **** with True Homes Warranty.

  

  Business Response

  Date: 04/01/2025

  Thank you for providing True Homes the opportunity to respond to this client's concern. There is clearly a misunderstanding. We have not denied this client any coverage provided under her express warranty provided at the time of contract. She is welcome to submit any concern covered by the warranty through her True Connect portal, our website or via email to *************************************** We are prepared to reschedule the electrician for her at her convenience. 

• Initial Complaint

  Date:02/11/2025

  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.

  I have many cosmetic issues in my home. I have a ****************************** I had issues with the island. It wasn't completely put together and when I actually looked at the lining of my home like the trimming, all of the trimming needs to be retrimmed. The nails are too small and it keeps coming out of the wall then the piece that separates the house which is the the bulk piece of the living room that was coming up that was coming apart and I also have a lot of bulging and lifting in the home as far as weatherization

  

  Business Response

  Date: 02/11/2025

  We do not believe this person is a client of True Homes. We are a semi custom homebuilder. This person appears to indicate they have a manufactured home most probably built by a company named Tru Homes. Please consider moving this complaint to the appropriate business. Thank you

• Initial Complaint

  Date:01/16/2025

  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.

  On the week of January 6th, 2025 I had an issue with my HVAC unit frosting outside. I contacted my manufacturer warrantee to find out that my outdoor unit is registered to someone else and that my warrantee because it was registered to someone else was not 10 years as it was suppose to be but instead was 5 years. The manufacturer explained that the reason it would be knocked down to 5 years is when there is a second owner it automatically goes from 10 to 5. This confirmed that the unit was someone elses prior to when it was put in my house. I called the local **** company *********** to come and diagnose as well as make repairs as needed. When they pulled up the serial number on their tablet to confirm the parts warrantee they as well saw that it was registered in someone elses name. I then found out that the person who the name was registered under was not only 20 minutes away from where I lived but also built by the same builder. This concluded that the unit had an issue at this other persons home and then was replaced and refurbished prior to being put into my home. I contacted the builder to have one of their field representatives to come out and take a look at the unit on Wednesday the 22nd of January. I received an email on Thursday January 16th saying that it is out of the warrantee and that I need to contact the installer. I explained in detail prior to them coming to my house what the issue was and for it to be rectified. The reason I am putting a complaint against the builder is because there are Supers that sign off on all work that is done to the home and whether he was aware or not makes them responsible for the faulty unit that was placed at my home. I am requesting for a replacement because the home was purchased brand new which should have a new unit as well.

  

  Business Response

  Date: 01/20/2025

  Thank you for bringing this matter to our attention. We value the opportunity to address and resolve any concerns promptly. Our records show that this client closed on their home in August 2022 and received our express warranty upon signing the purchase agreement. This warranty includes a one-year warranty on the **** equipment provided through True Homes. Additionally, the **** manufacturer offers a limited parts warranty. While a 5-year parts warranty is automatically applied to the unit, clients can extend this coverage to 10 years by registering the equipment with the manufacturer within 90 days of closing on their home.
  We were not notified by this client before this complaint that there were any issues with registering their HVAC equipment. Had we been informed, we would have gladly assisted in resolving the matter at that time. Upon receiving this complaint, we immediately contacted the provider and installer, *******, to investigate the clients concerns. ******* has scheduled an appointment with the client on January 24th to compare serial numbers and address any discrepancies. If any issues are found, they will coordinate with the manufacturer to ensure the equipment is properly registered to the correct homeowner.
  We want to reassure the client that their home is still covered by the balance of the 10-year load-bearing warranty facilitated by ************************************** (PWSC). Should any concerns arise during the remaining warranty period, PWSC is available to assist.
  We are committed to resolving this issue and ensuring our clients satisfaction. If the client has any additional questions or concerns, we encourage them to reach out directly to our team for assistance.
  

  Customer Answer

  Date: 01/20/2025

   
  I am rejecting this response because:
  
  As it seems that although True Homes hired the company that gave me a unit registered in someone elses name, they seem to be off the hook because Airtron (the installer) is the one that should be rectifying the problem. I just wanted to make it clear that there was no issue when registering the unit. I called 15 days prior to the 90 days was up and Carrier said to just send the data plate for both the air handler and condenser to their email. Once that was sent there was nothing else that was needed to be done. When I sent that email I was notified that it was received. I was not told that I am the second owner, the unit was originally in someone elses name or that it was used. So there was no way of knowing during the 1 year warranty unless there was a problem with the unit. Once I called due to there being an issue, is when I found out by Carrier that I was the second owner when checking the warranty and how it works as well as the **** contractor when he came to my house to confirm who the unit belonged to. 

  

  Business Response

  Date: 01/20/2025

  True Homes will wait for the Jan 24th appointment with ******* and allow ******* time to communicate with the manufacturer to determine what if any next steps are appropriate. There is no action warranted until all information has been obtained, and appropriate parties involved for the final resolution. 

• Initial Complaint

  Date:12/30/2024

  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.

  Purchased my home in 2022. Day 1 the house was handed over me not ready, the front porch had a huge ***** dirty stain, the toilet and shower couldnt be used for 2 days, had to go elsewhere, I was credited $1,000.00 for the inconvenience. Both floors had an obvious sink stair rail fell out, looks like it was glued called numerous times, have dates/names of this, no one informed me including my warranty guy that hed quit he kept telling me he was sick. To date my mailbox is held up by 2 loose screws. I finally got someone to come out 2024 before the summer, TrueHomes doesnt do any repairs on weekends which means Id have to miss work, Id to get someone to stay home for the repairs. It took one & a half year to get TrueHome to respond & correct my issues. *Id like to have the mailbox properly secured, I tried to do it myself but I couldnt. Im 65 years old, health issues & dont need the aggravation. *I would like to get $500.00 credit I was treated disrespectful 12/29/24

  

  Business Response

  Date: 01/02/2025

  Thank you for sharing your concerns with us. At True Homes, we value your satisfaction and take your feedback seriously. We sincerely regret any inconvenience you have experienced during this process.
  We understand that the mailbox was a source of frustration, and we apologize for the delay in addressing this matter. A trade partner will replace and secure the mailbox. If there are any further concerns regarding the mailbox, please do not hesitate to contact us, and we will ensure it is addressed promptly.
  We acknowledge your concern regarding the inconvenience of having to be present during repairs. Per our sales contract, we aim to complete all repairs during standard business hours,we recognize this can pose challenges for some homeowners. Our trade partners schedule repairs within standard business hours, and unfortunately, weekend appointments are not an option they offer. As a result, we are unable to offer a financial credit in this instance. We appreciate your understanding and thank you for your cooperation in working with us to complete necessary repairs.
  We regret if there were any misunderstandings about the process for requesting warranty service. Our goal is to streamline communication and resolve issues efficiently. We encourage all homeowners to utilize the ** code under the sink for reporting or via our website, Moving forward, we have assigned **** to work directly with you to ensure these current concerns are addressed in a timely and effective manner.If you have future concerns, please use our online system for reporting.
  We are committed to providing you with the highest level of service and appreciate your patience as we work to resolve these matters. If you have any further concerns or questions, please dont hesitate to reach out to **** or our team.

  Customer Answer

  Date: 01/07/2025

   
  I am rejecting this response because:
  I had a five day setback to close and TrueHomes charged me $500.00 per day of which I paid at closing. 
  Day 1 after closing I went to my property/Townhouse in question the front door patio had a huge stain, it was taken care of. The shower wasnt draining & at the same time the toilet was bubbling up. That was taken care of along with a check for a $1,000.00. 
  It took 1-1/2 years of non stop calls (Ive dates & who I spoke to) to have upstairs/downstairs FLOORS carpet & vinyl corrected.  
  Having waited so long the balance Id to pay in the beginning should be returned to me. 
  ******* ****** of True Homes contacted me about correcting the mailbox of which I dont have to be there. 
     They could call or text me

  Thanks for your prompt response 

  *******-*** ********

  

  Business Response

  Date: 01/08/2025

  we apologize but we don't understand the client's rejection. The client states that all items have been resolved. There is no further action required by True Homes at this time. 

• Initial Complaint

  Date:11/10/2024

  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.

  My wife and I were updating our podium sink to a more modern sink with cabinet. When we unscrewed the s**** on the right from the wall, water started flowing out because the s**** was punctured into the water pike. This is not the only issue we have had with True Home. We still have a crack in our floor that they say isnt wide enough to fix. Everyday we find a new crack somewhere or where the screws can be seen in the ceiling.

  

  Business Response

  Date: 11/11/2024

  Thank you for allowing True Homes to respond to this client's concern. We show this home closed in Feb 2011 and received our express warranty with the purchase of their home. This warranty provides a One Year workmanship and finish warranty on most items and a **************** warranty for portions of the ***** Plumbing and ****************** located within the walls of the home. Additionally, the home was provided a Ten-Year Load Bearing Warranty through Professional **************************** (****). We have checked our records, and it doesn't appear this client contacted us regarding the s**** through the plumbing line, so it doesn't appear to be a dispute. If they would like to contact our office, we would be happy to assist them with the plumbing line repair. If the client has a complaint or concern about a previous claim through **** regarding a crack, that should be directed to PWSC and not True Homes as we weren't the provider for that portion of the warranty and was not involved in their processes.  

  Customer Answer

  Date: 11/11/2024

   
  I am rejecting this response because: we didnt know the s**** was in the water line until we were installing a new cabinet and sink, removing the original podium sink that came with the home in the downstairs bathroom. This s**** was put there by whom ever installed the sink. Now years later we are having to get the pike and the bathroom fixed from the water damage. You can contact me via phone or email. 
  
  

  

  Business Response

  Date: 11/12/2024

  We apologize, it seems there is some confusion about our offer. We are willing to assist them with the repair of the plumbing line. They would need to initiate a warranty request through our system so we can assist scheduling a plumber. *******************************************************************. 

• Initial Complaint

  Date:10/09/2024

  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.

  Got a flat tire at one of your construction sites because yall not picking up nails and equipment and it cost me $435 for 1 tire

  

  Business Response

  Date: 10/10/2024

  Thank you for the opportunity to respond to your concern. Because of the difficulty in determining whether damage-causing debris was picked up on our job site or another location (parking lot, highway, etc.), True Homes cannot be responsible for tire damage. 

• Initial Complaint

  Date:07/16/2024

  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.

  I am writing to express my deep concern and frustration regarding recurring HVAC issues in my home, which I have been residing in for over two years. I have faced the same HVAC issue twice within this period, with the latest occurrence on June 27th, 2024, following an initial incident on March 30th, 2023.Consultations with HVAC professionals suggest that the premature failure of the evaporator coil and associated components is unusual for a new home. This raises questions about the installation quality or the equipment provided by TrueHomes. Other homeowners in my community who moved around the same time have not faced similar issues, casting doubt on the consistency of services provided.I am disappointed by the lack of prompt communication and action from TrueHomes in addressing this critical issue affecting my home's comfort and functionality. Despite my repeated attempts to seek resolution, the response has been inadequate, leaving me feeling neglected and unsupported.I respectfully urged TrueHomes to consider covering the service and labor expenses associated with rectifying the issue, as the parts are still under warranty with Carrier. While I understand the warranties have expired, the issue was prevalent within the first few months of residency.I have emailed the estimate prepared by the Carrier-recommended contractor for their review, emphasizing the urgency of addressing this matter promptly and am still awaiting your immediate and satisfactory response to resolve this pressing issue.

  

  Business Response

  Date: 07/16/2024

  Thank you for allowing us to respond to this client concerns. We believe this post is outdated as we communicated to this client on 7/16/2024 at 11:10am we would partner with her and our original HVAC installer to resolve her HVAC concerns. Unless the client has additional concerns, we don't believe there is any additional action necessary. We appreciate the opportunity to serve our client in this matter. 

• Initial Complaint

  Date:07/08/2024

  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.

  I have tried to work with the warranty department since last year to correct my issue. My home is a new built and my front porch ceiling has an unflattering bow in it. My **** also has the same bow. The electrician they sent to fix the issue said there are a lot of my same concerns in my community, he tried to fix it but told me there needs to be a reinforcement installed to correct the issue. The true home rep said there is nothing else he can do to make the correction. I am also trying to get my electric corrected. In my butlers pantry every time I try and use the coffee maker and air fryer the circuit trips. This was fix once by the electrician changing out the outlet. The problem is still happening. This may become a fire hazard. No one is addressing my concerns and I have asked for the corporate information, and I have been ignored. I also have an issue with my HVAC system, it turns on and cools all rooms except the main living space. I was told it may because the air duct was incorrectly routed. I am just so unhappy. I am a single, African American, Senior Citizen Woman and feel discriminated against. They do not take my concerns seriously and brush me off.

  

  Business Response

  Date: 07/09/2024

  Thank you for allowing us to speak to this client's concerns. Our records indicate this client closed on their home in January 2023. We acknowledge the client has reported the electrical concerns with the **** breakers and porch light and based on our review of their home file it appears we have addressed them. The **** was replaced under warranty. The client indicates it continues to have a problem. The client has expressed her desire to run multiple appliances on the same circuit at the same time. We advise the client to educate herself on the amount of amperage each appliance uses at start up to ensure she is not overloading the circuit beyond its capacity. The **** trips as a safety feature to avoid it being overloaded. The fact that the **** continues to trip indicates it is being overloaded. The bow in the porch ceiling is not a warrantable concern but was addressed as a courtesy to the client. Lastly, this client has not reported an HVAC concern to our warranty team, however, they remain covered by the balance of their 2 year warranty and we request they contact our office to discuss the concern so that we may assist them. 

• Initial Complaint

  Date:06/29/2024

  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.

  Name *************************** Email **************************** (336) ******* Poor drainage and erosion in new housing development they refuse to fix eventhough they promised to ( 3 witnesses) see pics We moved in a newly built home in December of 2022. We had a year to report any problems. We had an inspector come out and we addressed the concerns with the builder at the time and we're promised things ( have a witness- neighbor) and that refuse to fix the problem.I know landscaping is not under warranty, but we moved in when Bermuda grass was dormant. It was dead ( no fault of our own admitted to us by builder) They had gotten a bad patch of sod.They replaced sod on at least 4 houses I know of. However, **** refused to do front left side of driveway ( worst part all ***** although neighbor witnessed him saying he would Contractor kept saying they'd fix it, but i found out later he was wrong person to talk It was not done. I asked if we could buy sod as sod was coming in by truckload every day and was told no.I tried planting grass seed, but it didn't take ( suspect bad seed).so we bought sod and put it in ourselves this spring .looks awful as colored don't match up.... it was just one big patch of **** that took about 6 pieces of sod. We also did spots in back that had bad sod and a few other spots along side.It was not done. I asked if we could buy sod as sod was coming in by truckload every day and was told no..Now we put in sod and it is *******, but totally different color ( see pics)The drainage has not been fixed for three of our yards. Two neighbors have literal ponds/ lakes that collect after it rains and we have a river flowing thru our back yard ...that seems to have been fixed ( from original report from inspection) grass established there. It is a raging river though..not sure if that is really acceptable.The slanted side of our house is still a problem and there is erosion especially wher ac Condensation tube comes out ( see pic)

  

  Business Response

  Date: 07/03/2024

  Thank you for the opportunity to respond to this concern. We see that this complaint was posted before a previously scheduled meeting with this client. We met with this client on Monday July 1st and have discussed her concerns and we believe all issues have been resolved and explained. It is our understanding no further action is warranted with this situation. We request this complaint be closed as resolved.