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:06/26/2024

  Type:Order 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.

  Before signing the contract, I was promised by **** that if interest rates increased when it was time to close, TrueHomes (TH) would pay to bring the interest rate down to ensure my payment would not exceed $2,800. She also assured me that if I needed to back out, my downpayment would be refunded. Believing what I was told, I signed the contract. During this process I was forced to take another job that paid less. Concerned with this, I attempted to reach **** multiple times with no returned calls. I was able to reach *** who apologized for the lack of communication from ****. We discussed my concerns and she assured me that I had nothing to worry about and that I would be able to transfer my full downpayment to another lot to build a more cost effective home or home. She provided me with contact information for a USDA Package Handler by the name of ****** and advised not to reach out to the current loan officer regarding the matter as True Homes will work with me to ensure I can keep the current home or switch to another lot, or home.When **** finally did get back with me, I explained my concerns and told her I spoke with ***. **** then reassured me of the same options. She also advised me to wait and not give up on the current home yet as she is sure they will work it out. I asked for her to provide all my options in writing as I do not want to wait until the last minute and have issues. I requested the manager contact me to discuss my concerns I was pre-approved with ****** for $398,000. I informed TH as my concern then became the price of the home being $411,030. I was assured not to worry and that TH would reduce the price of the home to $398,000.I am hopeful to come to a resolution as TH made promises they are now not willing to honor. Im scheduled to close on 7/1 with no resolution. I would like for TH to either reduce the home price to $398,000, refund my full downpayment, or allow me to transfer my full downpayment to any lot/community as promised

  

  Business Response

  Date: 06/28/2024

  The client (i.e. the buyer) went under contract with True Homes for a home in one phase of a particular True Homes community.  As a courtesy to the client, True Homes was going to allow the client to transfer the clients deposit to a different home in a different phase of the same True Homes community in the same market/region.    After receiving the permit for the home and starting the home, the client reached out to True Homes to let True Homes know that the client wanted to cancel or transfer the deposit to a less expensive home.   True Homes then provided the client with a list of spec-build homes that were available in the same community.  True Homes also stated that it would transfer the clients deposit to the spec build homes in the same community.  True Homes was not required to provide this option to the client.  The client did not want any of the spec-build homes as an alternative option. 
  
  The client also inquired about different community in a different True Homes market.  The client was told that she would not be issued a refund of the deposit or a transfer of the deposit to the different community and different market.  The client was not satisfied with the response.    
  
  True Homes provided alternatives that were not required by the contract, but the client was not satisfied with the alternatives presented.  True Homes has (and will) comply with the terms of the contract.  

  Lastly, the client contacted True Homes by email on June 25, 2024, requesting to file a complaint with True Homes.  The client copied a law firm on the June 25, 2024 email.  True Homes has reached out to the client on June 26, 2024 and June 28, 2024 to try to determine whether the client is (or is not) represented by legal counsel for further discussion.  As of the time of True Homes' response to the BBB, the client has not responded to the email requests from True Homes to determine whether the client is represented by legal counsel.  

  
  

  Customer Answer

  Date: 06/28/2024

   
  I am rejecting this response because:
  

  Due to the limited characters and photos I am able to attach, the details are shortened.
  

  I attempted to reach Jenn prior to the permits being pulled to remove selected upgrades.

  I requested multiple times to know all the options available to me such as refund, transferring the downpayment, cancellation.

  I was referred to ****** By *** and **** who pre approved me for 398k this information was communicated. I was told by ****/*** Im sure we will can bring the price of the home down to $398k. I was also advised I still have the option of transferring my full downpayment to another lot in any community.

  *** advised they were looking into all the communities I could switch my downpayment to, in order to get my payment within the budget I provided prior to signing the contract. She advised there was a community in ****, SC called the Landings in which they had a townhome available for around $274k that I can switch my downpayment to. She said when she ran the numbers, by the time the $200 HOA fee would be accounted for, my payment would be about the same, so she would not recommend this.

  April 19th Jenn sent a list of the available lots in both the ****** as well as the Links along with the floor plan pricing. My Realtor inquired if she was able to chat with her manager. It was not until this very moment that **** changed what she and *** had been promising and stated her manager will be will to contribute another $1000-$2000 to help with the current home, She then went on to says she called him back to get clarification. Screenshot attached

   I am understanding if I cannot receive a refund however, I would like for the price of the current home be reduce to the $398k as I was assured True Homes would do. I am also open to rebuilding on another LKQ lot.

  Please advise if we can come to an amicable, fair, and just resolution.

  

  Business Response

  Date: 07/03/2024

  In general, True Homes disagrees with the clients (i.e. buyer) narrative of events. The client has characterized certain events or statements as promises or guarantees, but there is far more context the statements and months of ongoing discussions between two sales associates at True Homes, the client, and the clients broker. In addition, there are multiple instances in which the questions asked by the client and the clients broker would have required management approval prior to reaching any agreement with the client.  Specifically, as recently as June 20, 2024,True Homes has reminded the clients broker, True Homes will not refund the deposit due to a buyer be[ing] unhappy with the payment. [The client] qualifies for the home.  True Homes has taken the majority of the risk in building this home. Im terribly sad that she will not be moving forward.  We will send out the cancellation letter.  

  
  Lastly, the client has still not confirmed whether she is represented by legal counsel although a law firm has been copied on correspondence related to this matter.  If the client is represented by legal counsel, we need the name and contact information for the client's attorney, and we can continue communication through the attorney.  

  Customer Answer

  Date: 07/03/2024

   
  I am rejecting this response because:
  
  Your rep should have obtained manager approval prior to making any promises. I requested to hear for the manager for months regarding my concerns. Why is it that I did not hear from the manager?

  My series of events are accurate, and if you check your reps ***** records, it will match with mine. I also recorded ***** conversations and included the Realtor in which you will clearly hear your reps assured me and the Realtor on multiple occasions that I can transfer my full deposit to another lot, home, or community.

  It appears you are not doing your due diligence in obtaining all the facts and just going off what your rep informed you. Again due to the character limit, only a few photos can be uploaded.
  

  Your current reasoning for not making good on the promises that were told to me is because I am unhappy with the payment amount.

  Did you do your due diligence in making sure that I qualify for the loan? I have proof that your sales rep asked me to see if my employer will say I make more money than what I actually make to qualify for the a conventional loan to keep the current house which I did not feel comfortable doing. 

  I will be filing a complaint with the Commissioner which will include proof of the unethical behavior from your sales rep that you obviously care nothing about. 
  

  My Realtor will also be asked to provide her statements as well as she can attest to this information.

  I attempted to reach a fair and just resolution. It appears this is not possible due True Homes not taking accountability for their wrongful actions. 
  
  Because of the lies your reps promised me, I am without I home. In addition to suing for my downpayment, I will be suing for all my expenses due to this hardship. I assure you I will escalate this matter as high a it can possibly go.
  

  I will also be sharing this information publicly on every social media platform/ news platform there is.

   

   

  
  

• Initial Complaint

  Date:05/28/2024

  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 purchased a home from True Homes that has had an excessive amount of issues as a result of poor quality and workmanship. The majority of issues have since been repaired. However, the most significant item outstanding is a ceiling attic access door which we are incapable of opening. The issue was identified in a paid pre-closing home inspection and well as another paid ****************************************** both cases, two different home inspectors were unable to open the attic access door. These issues have been reported to True Homes multiple times and have never been addressed. This particular attic ceiling access panel was constructed late in the construction process. It was not there when the pre-drywall electrical work was done. As a result, an electrician ran an electrical wire right through the opening. As a result, the electrical wire prevents the access panel from being pushed up enough into the ceiling to gain access. To put it succinctly, the attic access panel is incapable of providing it's only function which is to access the attic. I resubmitted the warranty claim on 3/20/2024, using the True Homes warranty submission web site. After more than two months from the resubmission date and after being previously told on many occasions that the repair would be made, I was informed today by *************************** that his supervisor, ********************* had refused the claim. In addition, this particular item was called out many times before and today was the first time that we were told that the warranty claim was being denied.Finally, the fact that the electrical line runs through the attic access and the fact that the attic access door is inoperational are building code violations that need to be addressed immediately by True Homes.We are demanding that the electrical line be rerouted and attic access door be made operational.

  

  Business Response

  Date: 05/29/2024

  Thank you for providing us an opportunity to speak to this client's concerns. It appears there is some confusion in our communication to this client or there was a cross of timelines between this client's post and the resolution we have already offered this client. To confirm, we are addressing this issue with the client. The repairs are already scheduled for tomorrow May 30th. It is our hope this client accepts his resolution to solve this concern. 

  Customer Answer

  Date: 05/29/2024

   
  My response falls in between the accept and reject options offered in the BBB system.  First, if the response by True Homes is accepted, then the case gets closed.  Second, if I reject the response, then the claim remains open. I am not willing to close the case until all of the work is completed.  The response provided by True Homes states that the repairs are scheduled for May 30, which is not accurate.  ***************************, of True Homes, called me at 4:10 PM EDT, and informed me that the repair work is scheduled for 6/6/2024.  I very much appreciate the positive direction that the True Homes' response appears to take.  I'll be happy to close the complaint when all of the work has been completed.  If all of the work is completed satisfactorily on 6/6/2024, then I'll close the complaint on that date.  
  
  

  

  Business Response

  Date: 05/29/2024

  True Homes has the repairs scheduled and confirmed with the client for June 6th. We don't have anything to add to this complaint at this time. 

  Customer Answer

  Date: 06/03/2024

   
  I am only rejecting this response due to the fact that the work has yet to be completed.  It is currently scheduled for 6/6/24.  After the work has been satisfactorily completed, I am willing to close this complaint.  Also, I intentionally waited a few days to respond as it appears that the BBB application requires a response every time either party responds.  At this time, there is no further need for True Homes to respond unless something changes in the repair time line.  Hopefully, prior to the next required 5 day response period, the work will have been completed and I'll be able to close the complaint.  
  
  

  

  Business Response

  Date: 06/03/2024

  At this time, there is no further need for True Homes to respond unless something changes in the repair time line scheduled for **** 6th. 

• Initial Complaint

  Date:04/29/2024

  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.

  I purchased my home in October 2018. Since 2018 Ive had 5 instances where the hardy plank siding had come off of my home in various areas. The first was April 2020. (True Homes did repair this plank). The second was 4 months after. All on left side of the home. Then a piece came off in 2022 near the top of the house on the backside. 4 pieces came off in January of 2024 on the right side of the house (This was during a storm) and recently a board came off the left side of the home where it happened 2 times previously in April 2024. (All different areas)I can understand once, but 5 occurrences within 6 years is excessive especially when it is only our home where it is occurring in the neighborhood. I am at the point where I am looking to hire a professional to look over the workmanship and find any negligence. This has become expensive and time consuming due to the repair and provisioning of product to complete the project each time. When I required about this happening the first time True Homes stated that it does happen occasionally but as I stated earlier, 5 times in this short amount of time is excessive.

  

  Business Response

  Date: 04/30/2024

  Thank you for notifying us of your siding concern. True Homes provides a One Year Workmanship and Materials Warranty on our homes. We show this home closed in October of 2018. The Workmanship and Materials Warranty expired in October 2019. The manufacturer, Allura, provides their clients with a 30 year material warranty. We have provided a copy of the warranty here along with their contact information. Please contact ****** and open a warranty claim with them to address your siding concerns. There is no further action warranted by True Homes. 

  Customer Answer

  Date: 05/02/2024

   
  I am rejecting this response because:its not the cement fiber siding that is the problem , its the installation of the cement fiber siding and the contractor that put up the siding that is the problem. ****** continues to fall off various places on the home. True Homes subcontracted this business to put on the siding and it was a terrible performance of work. I would like to get the name of the contractor company used to put up the siding.
   
  Thank you. 
  

  

  Business Response

  Date: 05/02/2024

  True Homes doesn't have anything to add to our previous response. The material and workmanship warranty expired in 2019. The substantial remaining warranty is facilitated by the manufacturer. We have provided the manufacturer contact information. 

• Initial Complaint

  Date:04/27/2024

  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.

  We preferred to go with new construction because we didnt want to worry about possible renovation costs or repair costs in addition to our mortgage. We closed on our home with True Homes in 2018 and well our plan has not been working out so well. We lost count of how many times we have heard - from professionals - were surprised that youre having these problems being that this home is so new. Since 2018, we have had to pay for HVAC repairs EVERY year (because were outside of warranty of course) and our entire roof needs repair (which we found out when it started leaking into our daughters bedroom. It was poorly installed per roofer and we have pictures to prove it). Weve had to put refrigerant in our unit several times (indicating there is a leak somewhere which is causing mildew buildup), and as of today we were told the dampers of our HVAC unit arent working properly which is preventing air flow throughout the house - which is miserable for us in almost 90 degree weather. The flooring has needed repair because the laminate started tearing. The plumbing in the upstairs guest bathroom is clogged often. The vinyl siding on the side of the house is separating from the house. Every tree that was planted in our front yard by True Homes has died (the original tree and the replacement tree). Please explain to me how a home that is barely 6 years old has so many major issues. I know of homes that are at least 12 years old that have never had any roofing issues. How are the materials and units of this home tearing down and malfunctioning so quickly? We are not happy and we have already told someone we know who is considering buying a True Home home to think again.

  

  Business Response

  Date: 04/29/2024

  Thank you for providing your feedback. We would like to understand the issues you have been experiencing. Could you please provide us with inspection reports and/ or invoices for work performed on your roof and your HVAC system? If you could send those to ************************************** we would appreciate the opportunity to look into this for you. 

  Customer Answer

  Date: 04/30/2024

   
  I am rejecting this response because:
  

  We sent an email as requested to ************************************** including attachments and invoices. There are more HVAC invoices to come, but we did not want to delay the process any longer so we just sent what we have thus far. We will send additional invoices as we receive them.

  Please also keep in mind that the roof assessment and invoice was for December 2023. Since then, we have lost significantly more shingles and now have more roof damage to other areas of our roof. That quote/invoice is not included. We will send that as well once we have it. 

  
  

  

  Business Response

  Date: 05/01/2024

  Thank you for your follow up. Unfortunately, as of 5/1/2024 at 3:40pm True Homes has not received any email from this client, and we have not received any of the requested documentation. We are unable to comment on or provide any response without the client's engagement. True Homes will attempt to reach out to the client with the email address on file to see if we are able to obtain the referenced documentation. If we are unable to receive the requested information in a timely manner, we will be unable to proceed with any investigation or additional response to this complaint. 

  Customer Answer

  Date: 05/06/2024

   
  I am rejecting this response because:
  

  True Homes has reached out to my husband and I via email and we have provided all documentation that was requested. We are still waiting for resolution of the issue.

  
  

  

  Business Response

  Date: 05/07/2024

  True Homes is currently reviewing material submitted by the clients.  True Homes will continue to communicate directly with the clients.  As part of ongoing communications with the clients, True Homes may request additional information from the clients or request an opportunity for a site inspection. 

  Customer Answer

  Date: 08/15/2024

   
  I am rejecting this response because:
  
  This is a second complaint as the original complaint that was filed on 4/27/2024 was never resolved, and we dont want others assuming it was. Despite providing documentation from other professionals that proved improper installation and use of poor quality materials, True Homes refused to take any accountability for the roofing or HVAC issues that we are experiencing in a 6 year old home. Regarding the roof, the professional stated The fasteners are not installed correctly and this made the shingles more vulnerable to wind and pictures were provided. The response to this evidence from True Homes was At this time, we do not have sufficient documentation or evidence of wide-spread incorrect installation practices. Since my last post, *** noticed that others have also experienced HVAC issues but interestingly enough True Homes is somehow not responsible. I guess people are just going around breaking their own ************* My husband and I will make sure to warn as many people as possible that True Homes is not a reputable company and to avoid them at all costs. The lack of integrity and accountability from them is extremely poor - and apparently not just from our experience, but based on these complaints many others as well.

  Desired Resolution:

  Replacement

  

  Business Response

  Date: 08/19/2024

  Our records indicate that you closed on your home February 8, 2019. At that time, your home was provided an extensive warranty policy. Coverage A- One Year Workmanship and Finish Warranty, **************************** Mechanical Warranty and *************** Year Load Bearing Warranty. It does not appear that you filed any claim related to your roof or HVAC system during the warranty periods that would have covered those elements, Coverage A and Coverage B. The first report we have of you filing a claim regarding either was in April 2024. While your claim was beyond your warranty period at that time, True Homes requested you to provide documentation to support your claims of coverage under policy A or B. After reviewing your documentation, it does not appear the claims were made during the Coverage Period. The current claim doesn't trigger coverage provided under Coverage C of the warranty- Load Bearing. If you have additional information that you would like to provide that would support your claim that any of your current concerns should be covered by your current coverages, please submit those in writing to True Homes. 

• Initial Complaint

  Date:03/28/2024

  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.

  True Homes LLC has been aware of serious drainage concerns involving our side and back yards since the purchase of our home in June of 2020. Despite having sent numerous photos, emails and texts, True Homes has refused to make repairs to rectify the issue. True Homes has stated that despite clear and convincing evidence that any rain renders our side and back yards unusable, the drainage in our yard meets their warranty standards. We recently noticed that a section of 4" diameter drainage pipe was at the surface of our yard, after removing some additional dirt, we noted that the drainage pipe at issue actually slopes upward instead of down. The improper slope causes water to back up in the pipe. This single 4" pipe is inadequate to handle the roof surface water from two 3" x 4" downspout. The pipe size, improper grading and trapping of the downspout receptors overflow during every heavy rainfall, rendering our side and back yards effectively swamps. Under True Homes warranty standards, as long as "standing water is not visible 48 hours after a storm, True Homes warranty does not apply".

  

  Business Response

  Date: 04/04/2024

  Thank you for allowing us the opportunity to speak to this client's concerns. This home closed June of 2020 and received our One Year Express Warranty with the signing of the purchase agreement on October 21, 2019. This client reported drainage concerns to us during the warranty period t. Our warranty states that water will not stand within 10 ft of the foundation *********************************** stand within the drainage swale longer than 48 hours, but both the yard and swale could remain wet for longer depending on the amount of precipitation in the area. When we have inspected this client's yard we didn't find the water standing after the 24/48-hour windows. Additionally, this client reported drainage concerns after the warranty had expired, and True Homes investigated it for him. Even after the warranty period we had not found that the standing water is exceeding our warranty performance standards stated in our Purchase Agreement. The only remaining warranty on this home is the coverage for the load bearing elements, there is no action warranted by True Homes. 

  Customer Answer

  Date: 04/26/2024

   
  I am rejecting this response because:
  
  

  Upon reviewing the response, I do not consider this issue resolved.  The water which still stands in the rear and side yards is a direct result of the  improperly installed drain tile which is obvious in the photos.  This lack of adequate drainage makes portions of our yard impassible for several days. This condition has also caused several of our plants to die resulting from too much standing water.  

   

  To properly resolve this issue, I would expect True Homes to remove the existing improperly installed drain system and provide a properly sized and installed working system.

   

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

  

  Business Response

  Date: 04/29/2024

  True Homes doesn't have anything to add to this complaint response and we have previously stated our position. Nothing the client has provided in this latest complaint changes the undeniable facts. We have investigated this client's concerns and we have not found any condition that exceeds our stated warranty tolerances during the warranty period. The express warranty for drainage expired in June of 2021. 

• Initial Complaint

  Date:03/22/2024

  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.

  2nd owner of home. Twice within the last 6 months, main sewer line bas backed up into house. Each time plumbers were called out, scope camera was put down line and a 10 foot belly in the pipe under our foundation was discovered. The belly is underneath our dining room. I reached out to warranty on true homes website, I have gotten no response. I reached out to warranty company listed on placard in cabinet door as the home is supposed to be covered for 10 years for construction defects. I have filed a claim however, True Homes says it isn't covered. Sewer main line from home was never sloped properly and has now caused a a large belly under the foundation of our home, the sewer back up has also ruined the flooring in our main floor as water has gotten underneath due to the sewer back up. If this pipe busts under my home, we will have a much larger issue. Without the proper slope/grade to this line being done at the time of construction it has left our house completely compromised, put water under our flooring, that will likely cause mold, making my family sick. Not to mention the sewage spilling into my home. Very poor construction quality on the sewer main line.

  

  Business Response

  Date: 03/22/2024

  Thank you for the opportunity to respond to this client's concerns. According to our records, this home originally closed in April 2016 with True Homes express warranty. This warranty covers workmanship and materials from construction defects for a period of one year and certain portions of major mechanicals located within the walls for a period of two years. Professional **************************** ****** covers the load bearing components for a period of 10 years. Currently this home is covered by the balance of the ****** load bearing portion of the warranty. Sewer issues were covered in year one. In reviewing the history on this home, there have been no previously reported plumbing concerns. There is no action warranted by True Homes at this time. If this client wants to provide documentation that they believe would change this decision, we are happy to review it. 

  Customer Answer

  Date: 03/22/2024

   
  I am rejecting this response because: A sewer belly develops over time, we are the second owners and at almost 8 years old the only reason a sewer belly would develop under our slab foundation is a direct result of poor workmanship and failure to follow plumbing code.  There is no slope/grade of our main sewer line. Their direct negligence to follow code created this failure.  They are claiming 65 feet would be at the street, they are lying.  I am attaching our floor plan.  the sewage back up is at our main floor toilet and 65 feet, where the belly is is directly under our dining room.  This is a major structural issue as it is underneath my home.
  
  

  

  Business Response

  Date: 03/25/2024

  We are happy to review any documentation that support your claim of inferior workmanship. However, without supporting documentation we are unable to assume responsibility for a plumbing issue that has been out of warranty since ********************************************************************** failures. 

• Initial Complaint

  Date:11/29/2023

  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 contacted True Homes over 12 times (if not more) in the last four weeks at both ************ and ************ inquiring about foundation details for the spec of our house. I have spoken to the likes of the following individuals ****, *****, *****, *****, ***** and ****(?) all who have tried to transfer me to the right person (apparently that person doesn't exist) or have taken down my contact information and told me they "would look into it and get back to me". The only phone call I received back was from ***** and she was unable to help as she was in Sales.We have experienced major moisture damage to our flooring. We have hired our own engineer to help solve the issue. Over the past four weeks, we have requested structural foundation detail on the spec for our house as we have both foundation and slab cracking. Our engineer needs this information before moving forward with any testing. We have had absolutely no help in getting this information. Today I was finally told over the phone that they don't give out that information, by a customer service rep. *** four weeks into waiting for a response and being ignored, that is all I get. How am I supposed to move forward with repairing our house, whose first floor is stripped down to a cement slab without knowing how it was built? Please tell me what I need to do to get this information. Do I need to work with an attorney? True Homes customer relations and lack of communication is abysmal at best.

  

  Business Response

  Date: 11/29/2023

  Thank you for allowing us to respond to this concern. This client's home originally closed in Oct 2013 and was covered by True Homes through October 2015. The 10 year structural coverage is provided by ********************* Services. This client has engaged the structural warranty provider, ********************* Service Corp (PWSC) and has an active claim with them. True Homes has partnered with PWSC and at their request we provided them with the home plans, and they have scheduled their engineer, Builders Engineering, to inspect this home on December 4, 2023. True Homes doesn't provide our copy righted plans to homeowners or the public. We will provide plans to our partners whenever it is required. This client should communicate directly with his warranty provider, PWSC, and direct any future communication or inquires to them. There is no further action required through True Homes. We appreciate the opportunity to respond to this complaint. 

• Initial Complaint

  Date:11/20/2023

  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 closed on our house with True Homes in September. Two months later there is lines everywhere In the ceiling where the drywall meets, as well as in the walls. There is also creaks in the floors throughout the master bedroom. I was told from the builder who managed my build that I should have seen it at least he closing walk. However, it was not like that at closing. I met with the builder today and was met with strong resistance before I even walked them in the house. It was a completely unprofessional situation. They didnt even look at 90 percent of it before I knew they were wasting my time. I should not have all these issues on a brand new house. I am having these issues in every single room of the house. After closing on the house all of this started to happen. I was told this is normal etc etc. which I know that its not, and I would like it repaired.

  

  Business Response

  Date: 11/21/2023

  Thank you for notifying us of our client's concern. Our ****** Services team has not been made aware of any concerns. Our Quality Manager and Quality Inspector will reach out to the client today to understand the concern. Once we have had an opportunity to inspect, we can discuss next steps with the client. We appreciate the opportunity to resolve this concern. 

  Customer Answer

  Date: 11/21/2023

  I dont necessarily reject this response, but I dont want to close this out yet.
  The quality manager did reach out to me and an appointment was made for them to come out one week from today. We had a pleasant conversation, and I have high hopes a solution will come from it. I would like to keep this open until then, to see if we can come to an agreement on a solution. If all goes well I would be glad to close this out at that point, as well as give an update. 

  

  Business Response

  Date: 11/22/2023

  We have scheduled an appointment with the client for one week out. We will not have inspected the concern or met with the client before the 5-day time limit set by the BBB to post a response. We have nothing new to add until the appointment has been completed. 

  Customer Answer

  Date: 11/30/2023

  I met with ***** from True homes yesterday afternoon. He calmly walked through the house looking at the issues I have. which I appreciate, being that my prior meeting with **** was defensive right off the bat, with an attitude. Which led to me not even getting to show what I had an issue with.

  ***** told me yesterday they would try to fix the issues, but he couldnt guarantee it would look better. in my opinion the drywall job was done too quickly, and not throughly the first time. Which is why I am having this problem now.  
  i am as satisfied as I can be for right now given the situation. I will wait to see if the problem gets fixed. I would like to come back to this after that. Ill come back to update this after that with hopefully a final conclusion after they send someone to fix it.

  

  Business Response

  Date: 12/05/2023

  Thank you for allowing us to respond to this concern. We have met with the client and inspected the issues. We have agreed to repair the issues that are beyond our quality standards. Additionally, we have agreed to make repairs that would be considered customer service gestures and not typically covered by our warranty. It is our hope that this client agrees to our offer, and this fully satisfies the concern. 

  Customer Answer

  Date: 12/06/2023

  I am fine with all this. I am waiting for this to be scheduled because as of now nothing has been scheduled. So I will keep this open until then. I also cant sign anything saying I cant speak about this matter publicly. That was the last thing I was sent from True homes. Also saying many other one sided stipulations that needed to be signed before we can schedule these repairs. I am wanting to move forward from this as much as anybody else: Im hoping we can move forward without all the legal talk.  
  
  

  Customer Answer

  Date: 12/08/2023

  Date Sent: 12/6/2023 5:14:57 PM
  

  I am rejecting this response because:
  
  
  I am fine with all this. I am waiting for this to be scheduled because as of now nothing has been scheduled. So I will keep this open until then. I also cant sign anything saying I cant speak about this matter publicly. That was the last thing I was sent from True homes. Also saying many other one sided stipulations that needed to be signed before we can schedule these repairs. I am wanting to move forward from this as much as anybody else: Im hoping we can move forward without all the legal talk. 
  

  

  Business Response

  Date: 12/08/2023

  We have provided this client an opportunity to have his non-warrantable repairs completed and we stand willing and able to make the repairs once he responds to our communications directly. We won't be engaging the scheduling or scope of work specifically through this platform. ****** communications regarding the repairs and schedules needs to be through our office. True Homes doesn't have anything else to offer on this complaint. 

• Initial Complaint

  Date:11/09/2023

  Type:Order 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.

  True homes came and mowed the grass down in a "Common area" in my neighborhood. True homes damaged and blew holes through my fence. I have called and left messages and send emails to the company without any response. True homes needs to contact me regarding how they will get this issue they caused resolved.

  

  Business Response

  Date: 11/10/2023

  We received the Client's voicemail yesterday, informing us of the damage. We were able to get in contact with him today and have engaged him to assess the damage and arrange for repairs. 

  Customer Answer

  Date: 11/14/2023

   
  Better Business Bureau:
  
  My issue has been fully resolved 

  Thank you

• Initial Complaint

  Date:09/26/2023

  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 9/21/2023; I was away from my home for 45 minutes and during that time my car got splattered with concrete. Resulting in a police report for vandalism. I have repeatedly reached out to ******************************* and *********************** in regards to their construction crews blocking my driveway and impeding my ability to leave or return to my home. I have a child that has severe asthma that requires me to get to his side during an emergency. I started parking in the street in front of my driveway to ensure I was not blocked. On the date of the incident that is where I was parked. Upon returning to my home and seeing my car vandalized- I called ************ Sent to voicemail. I then sent a group text to them with a picture. When **** arrived he got out of his car yelling and being very verbally aggressive that made me fear for my safety. Luckily a neighbor witnessed this all and insisted on staying with me until **** left. I have reached out to True Homes multiple times to speak to someone higher up than *********************** with no response. I am asking for a manager or owner to call me so we can figure out the best situations moving forward with their construction crews and asking **** not be allowed back near my home. I feel uncomfortable and honestly afraid of **** after the incident on 9/21/2023. And **** has been in a 3 way group text and involved the entire time. He never once stepped up as ***** boss to try to reach a resolution. This is why I am requesting someone higher than *********************** to contact me. Uploaded all the pictures from the 9/21/2023 incident. But have plenty more documents to share but it wont let me upload due to size

  

  Business Response

  Date: 09/26/2023

  We sincerely regret the accident with the concrete clean up.  We have engaged Ms. *** directly from the company legal department to fully understand the issue and document any damage.  While we have yet to receive the documentation of loss, we are committed to working closely with Ms.*** to fully compensate her for any loss.  We have also engaged our local team to conduct a full investigation of the facts and circumstances surrounding the incident to ensure that it doesnt happen again.  

  Customer Answer

  Date: 09/28/2023

   
  I am rejecting this response because:
  I did submit a claim with the legal department, of which True Homes denied. True Homes has made zero effort to reach out to me to see how a solution could be reached in regards to the construction crews to ensure no future incidents occur. Or to ensure their employees are held accountable for being verbally aggressive to home owners. I am still seeking to speak to someone from True Homes over the phone in regards to multiple incidents.

  Customer Answer

  Date: 09/28/2023

   
  I am rejecting this response because:
  I did submit a claim with the legal department, of which True Homes denied. True Homes has made zero effort to reach out to me to see how a solution could be reached in regards to the construction crews to ensure no future incidents occur. Or to ensure their employees are held accountable for being verbally aggressive to home owners. I am still seeking to speak to someone from True Homes over the phone in regards to multiple incidents.

  

  Business Response

  Date: 10/02/2023

  True Homes has engaged this client directly and has agreed to reimburse the client for any actual expense incurred or other damage caused by this incident.  While evidence of loss has not yet been obtained, we will continue to engage the client until this matter is resolved. Additionally, while it would be inappropriate to speak about an ongoing investigation, we can now commit that corrective action has been taken to ensure that a similar incident does not happen again in the community.