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:06/21/2023

  Type:Sales and Advertising 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 was trying to purchase a home from True Homes in ***********, ** and I gave them a deposit of ******** and was told if the financing didn't work out that I would get my deposit back. I was assured several times by the seller in the model home that I could get the deposit back. The financing fell through with the bank and I even have a denial letter. The builder manager wanted me to try with a different lender but my co-signer decided not to co-sign so I couldn't get approved with any lender. So, the manager put the reason I canceled the home was because I refused to close which was not true at all and refused to give me back my deposit. The manager canceled the home through email to *************************** corporate office on 6/19/23. My realtor tried to speak to the manager and the seller agent but they wouldn't speak to him. Also the bank lender also told them the loan was denied but they still kept the deposit.

  

  Business Response

  Date: 06/23/2023

  We understand this client's frustration and inability to move forward. Our contract for purchase is very clear and concise regarding deposit funds, to the extent our policy is on the first page of the agreement, bold and underlined text to help avoid any confusion for cases such as these. Default of the contract is defined as the client's failure to timely complete any action necessary to move forward including failure to satisfy or maintain any financing condition of the Conditional Approval sufficient to timely close on the home. Unfortunately, we are unable to provide this client a refund of their deposit. Thank you for providing us with an opportunity to respond to this concern. 

  Customer Answer

  Date: 06/26/2023

   
  I am rejecting this response because:
  

  Thank you for your fast response but no I am not satisfied with their response. I was told multiple times I would get my deposit back by the builders selling agent. The selling agent made me give the deposit to her before I received a contract or discussed with the bank for fiance. She said they would just hold it.  I gave her the money trusting her and the company that they would return the money if the fiance didn't work out. They lied to me and stole my money from me. And I want them to honor what they told me in the beginning and give back my money. 

  
  

  

  Business Response

  Date: 06/26/2023

  Ms. *********** deposit was paid the same day she signed the Agreement. The Agreement states the Deposit is non-refundable, in bold, on page 1 as described previously. The Agreement was not contingent upon financing. The mutually agreed upon and executed Agreement is the binding terms. 

• Initial Complaint

  Date:05/03/2023

  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 experience is much of the same written by previous dissatisfied customers. 24hrs of closing (Dec 2022) I felt that I was entering into something that was not right (because preparation was minimal given the number of items to be updated prior to close). The shell of my dream began slowly crumbling. The builders front end team (sales and the bldg supt) extended themselves and made efforts to meet most needs. However, my reported concerns wall/ceiling structure not of good quality, and a multitude of others items passing True Clean is beyond and defended as normal to some degree. This just added mockery to my purchase as a working-class citizen with an ******** Dream" of homeownership and makes the value of $1 equivalent to $1000K. The quality of workmanship in the home is alarming and upsetting. The committed employees who deep within know what is right and acceptable express just that in some ways; while others wear a ***** and take the hits from dissatisfied customers. I have warranty service reported items unfulfilled 4months in and no response or follow up from warranty/client svc after a many contact attempts. All as if my home purchase and my customer satisfaction never mattered. It quite frankly is heart breaking and sad considering the times we live in and how most ********* work and save their hard-earned dollars to have a privilege of buying a home - only to be made a mockery once commitment has been made to a purchase (a home delivered in such an unfinished way). Then further de-valued thereafter. I simply want the items promised to be fixed, fixed and the remainder of the warranty honored. I am dumb-found as to why I have to go to these measures in this way.

  

  Business Response

  Date: 05/05/2023

  Thank you for notifying True Homes regarding your experience. It is our mission to give every client a uniquely exceptional experience, but it seems we have failed to do so in this case. As requested, we have assigned a new point of contact for you. They will be in touch with you soon if not already. Additionally, our Quality Manager is reaching out to you to discuss your experience. True Homes stands ready to fulfill our warranty obligations on your home.  Should you need to report any new issues or concerns, please ensure all emails go to ************************************** or posted via the website at www.truehomesusa.com/true-warranty-request. Both of these are managed by our ****** Services internal team and will ensure it is received, documented and responded to promptly. We noticed in your complaint documentation the emails were sent to former associates and were never received by **. We appreciate the opportunity to address your concerns. 

• Initial Complaint

  Date:04/12/2023

  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.

  Bought a new home that has a 12 month warranty. I have numerous concerns I can't get resolved. They will not return calls or emails. Concrete drive has air pocket holes. Concrete walkway step up to house is coming apart. Windows have leaks and not installed properly. Window trim is not put in place. ********* not finished completely. Drainage issue in yard and not tilled like promised. Fence is not correctly repaired.

  

  Business Response

  Date: 04/12/2023

  Thank you for notifying us this client has had a frustrating experience. Our ************** Advocate met with this client on March 14th at 9am and agreed upon certain items that were covered by our warranty policy. On April 10th we contacted this client and offered April 26th for his interior repairs and asked for his permission to provide the landscaper with his phone number so they could coordinate entrance in the fenced yard. We have not heard back from the client yet to confirm if this date and arrangement works for them. We can hold this appointment until April 14th. We encourage the client to contact our office to schedule this appointment or request a different date so that we may have his warrantable issues resolved as soon as possible. 

  Customer Answer

  Date: 04/12/2023

   
  I am rejecting this response because: I have not received any response since April 4th by email from *** stating that she or ***** will call me that day. I never heard anything, emailed again on the 10th. and have not heard from anyone.
  
  

  

  Business Response

  Date: 04/12/2023

  We apologize this client didn't receive our communication from *************************************** We have sent it again today and our management is reaching out by phone. 

  Customer Answer

  Date: 04/12/2023

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

  Customer Answer

  Date: 05/24/2023

   
  I am rejecting this response because:
  

  5/24/2023

  The fence installed was done incorrectly. The slats for the privacy are buried in the ground which will cause them to rot away rapidly. A True Homes representative came out and inspected. At that time he agreed and said it was installed wrong. He then stated he would have it fixed. A date was set up for repair and when they met at the house then figured out some of it will have to be replaced due to the lower 2x4's being to close to the ground which is another indication of poor installation. It amounts to it being more than what they expected so they are trying to find a way out. So the representative tells me that since I put mulch on the outside it was too high and it voids the warranty. I then stated that their may be an inch of mulch which is a lot lower than 6" of pine straw they had put down. He said it doesn't matter the warranty is void.

  Desired Resolution:
  Replacement

  
  

  

  Business Response

  Date: 05/25/2023

  We appreciate the opportunity to review this concern and discuss with our client. A senior member of our management team has reached out to schedule time for the discussion. We will be able to respond to this concern once all facts are known. True Homes stands ready to resolve any warrantable issue to the fullest extent of our warranty policy. 

  Customer Answer

  Date: 05/26/2023

   
  I am rejecting this response because:
  I have been misled numerous times by their staff being told this and that will be taken care of and it dont happen. I did receive a call yesterday from management and was given dates for the repairs from different contractors. I get home from work today and they have cut on the fence and it looks horrible. When the repairs are done properly and not a patch job I will then accept the response.

  

  Business Response

  Date: 06/09/2023

  We have been in communication with our client and have agreed to move forward with the repair of the fence and front lead walk to the home. We believe this fully resolves his outstanding concerns. 

• Initial Complaint

  Date:03/03/2023

  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.

  We closed on our home in December 2022. Prior to close we notified True Homes of a standing water issue located in our driveway. I drain was added but has not corrected the problem. The area of the lawn where the standing water was is mush and has never dried out. We have not been able to walk on the side of the house without sliding in mud. The water pop up and holes where plants were planted have had standing water for over 10 days. The sod didnt take due to the saturated lawn. I called warranty and the representative came out and immediately spouted off talking points. I kept explaining this is a prior issue that wasnt resolved properly. Our neighbor came out because we were talking between the homes. He advised he had the same issue however when he reported it the issue was resolved without pushback. The True Home rep then blames the issue on the fence which is false. The fence isnt in the swell and isnt installed all the way to the ground. The fence would not impact the front yard in front of the porch. Our professional landscaper was on site and confirmed its not the fence. The rep ended up leaving saying he would escalate and we have not heard anything! I am requesting this issue be handled and to stop blaming us when this was an issue prior to close that us and our realtor brought to our sales person attention.

  

  Business Response

  Date: 03/06/2023

  The client has contacted us concerning drainage on her lot.
  ************* met with the client  on Friday 3/3, and went back again today, 3/6, with a field manager from ***** Landscaping.
  There has not been standing water on the surface at either appointment.  The ground has been soft and damp.  When planted shrubs were removed from their planted spot, there is water in the holes.  
  The client has installed a fence that runs in or parallel to the drainage swale on the left property line. The client has also planted Arborvitae shrubs in the back yard. One of those is in the drainage swale.  There is also a community storm drain inlet in the back drainage swale.
  A drain box, a buried French drain and pop-up cap have been installed by the front porch to drain trapped water that was gathering by the driveway.
  After discussion, the following was proposed.
  1.Repair the uneven ground on the left side of the home. Many footprints and equipment track from the fence installation have left the side swale uneven and prone to trapping water. This area would be re-sodded.
  2.Work on the back half of the left side swale is not possible because of the installed fence. Elevation measurements were taken during the visit to verify there is positive slope in the swale.
  3.Regrade the front plant bed and create a drainage swale across the front of the bed to increase the slope and draw ground water away from the home, directed to the right-side swale.
  4.Remove the pop-up cap from the buried French drain and extend it to the right property line. Leave the end of the pipe open so no water is restricted.
  5.Even after these measures are taken, these drainage ****** will remain damp and soft for several days after a significant rain.  Standing water is possible in drainage ****** and has ************************ soak into the soil, as specified in the True Homes Limited Warrant document.
  The client has verbally accepted our offer. 
  
  

  Customer Answer

  Date: 03/07/2023

   
  I am rejecting this response because:

  I was told the front doesnt have a French drain as the response states. The traffic and footprints on the side of the house are due to the area NEVER drying out. We moved in 12/16 and the fence wasnt installed until almost 2 months later. When I asked **** and ***** Landscaping about the French drain I was told no and then offered a different solution. Both times they have come there is standing water in the pot holes and pop up drain so I dont understand why they claim there isnt any water. I cant accept a statement full of lies however I did agree to what they offered to do to rectify the problem. I also requested verification of what type of sod was used because it appears we have both fescue and ******* growing causing further issues to maintain the lawn? Is it normal to sod with both? 

  
  

  

  Business Response

  Date: 03/08/2023

  Thank you for notifying us of this client's continued concerns. We will schedule our Quality Manager to meet with this client this week at her home. 

• Initial Complaint

  Date:02/24/2023

  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 purchased a True Homes new build in 2021 at the provided address. I am 32 years old, female and. full-time employee. I moved into ************ Townhomes in ************, **************. The home as I mentioned was a new build which has several items covered under warranty by the builder. Since the beginning of going under contract there have been countless ongoing issues with True Homes. During the building process the builders left Modelo beers in the cabinets, attempted to put in cracked stairs, left trash in the ceiling air vents and, peed in the toilets (in which none of which were connected for flushing at the time). After moving in, I have had an ongoing issue of noise when I flush the upstairs toilets. This sound only occurs when flushing the toilets. The builder refuses to take responsibility saying its not a plumbing issue despite the fact they came in cut a small slab of sheetrock out of the garage and sent in plumbers. A very peculiar thing to do if you don't expect it to be a plumbing issue. Additionally, I noticed there were several windows installed in the home incorrectly. They came and attempted repairs to these only to have the windows now leaking. The warranty department was contacted on this and they do not follow up with their contractors who end up not showing up on scheduled repair dates. They take no responsibility for this. They leave my parents (who assist while I am at work) without notice after they have driven two hours countless times.Additionally, there has been issues with electrical work. Currently, the window is leaking in my room and staining the walls. They are failing to repair. Meanwhile the interior wall is being exposed to moisture and water.They have continued to deny the plumbing issue as a non warrantable item despite my contract with them and them referencing "they are not sure what the issue is" Therefore, you can't deny something under warranty based on that provision alone.I really need your help.If you look up true homes they are being built all over ** and the reviews on ******* BBB and other sites will back my statements above. There are countless folks dealing with the crappy craftsman work and their lack thereof. I paid for a new home to avoid these issues financially and as a single woman and now I stuck with a bigger headache for over two years.I have all the supporting documentation in which I will forward if you agree to move forward with this matter.If anything I feel like we have a duty to warn others before making a huge purchase of a home and dealing with their aftermath.PLEASE HELP ME!************

  

  Business Response

  Date: 02/28/2023

  We are in receipt of your requests for repairs in your home.We have carefully reviewed these requests and have made a determination.
  
  In regard to the noise in the plumbing system, this request was inspected by me and the field manager for C&C Plumbing, and he found no plumbing defect in the operation of the plumbing system. We have reviewed the warranty coverage provided to you and it has been determined that the issue reported doesnt trigger warranty coverage. Should you experience a defect that is covered by the warranty coverages please report that to ***************************************
  
  The window leak is a warrantable concern, and we are ready to schedule this repair with you. We schedule approximately 7 business days in advance. Please provide us with some dates that work best for you. We acknowledge that our trade partner missed their previously scheduled appointment, and we profusely apologize for the inconvenience of the missed appointment. It is never our intent to cause any frustration to our clients but admit it does happen from time to time. We are using third party vendors and issues do occur that are outside of True Homes control.
  
  Thank you for your patience and understanding in these matters. Please contact our office via ************************************** to schedule your warrantable repairs. 

  Customer Answer

  Date: 03/06/2023

   
  REJECTED. In response to the issue with the noise and plumbing. Since March 2021 I have thorough documentation from the past two years with True Homes. TH attempts to deny warranty coverage stating noise is NOT plumbing related and is not warrantable. TH later admits and acknowledges the noise is plumbing and denies covered under the warranty. I have  spoken to other plumbers and GCs about the noise. They to agree that the issue is in fact a plumbing/piping issue further stating the likelihood of "water hammer." This  occurs within the piping system when there is an issue with the pressure within the pipes as water and/or fluid is transferred and the same is forced to change direction or stop abruptly causing hydraulic shock. TH flip-flip on their analysis whether the noise is qualifiable as a plumbing issue they are not taking into accountability futuristic problems from water hammer which can lead to leaks and/or ruptured pipes  TC as a builder has improperly installed the installation/securing of pipes and/or piping for plumbing. Proper diagnosis would cost  TC money and time. TH is responsible.

  Window: TH is willing to correct the issue under warranty but only at their leisure. TH does not take into consideration the times my family and I have made ourselves available at our expense (time, gas, other) they will not schedule around my availability.  TH Reps are never present on repair dates, have not followed up with their contractors to ensure appts, cont. to cancel the day of or days before the scheduled repairs. Don't attempt to give any form of restitution in addition to correcting the warrantable issue by reimbursement of the time and gas involved. Window issues have caused exposed moisture issues within the walls. TH does not take into consideration any secondary issues caused by their lack thereof. 

  The window and the noise/plumbing issue needs to be rectified and that is the reason for this denial. 

  
  

  

  Business Response

  Date: 03/09/2023

  We have attempted to schedule the window repair on multiple occasions and the client has not committed to a date and time for the repair. We will keep this claim open in our system until March 31, 2023. If the home hasn't been made available to us for repair by that date, we will mark the claim complete and close our files. We have fully investigated the plumbing concern and have not been able to duplicate the concern and have determined it is not an issue covered by our stated warranty policy. We appreciate the opportunity to respond to this complaint and it is our hope that the client will allow us to make the warrantable repairs provided by our warranty. 

  Customer Answer

  Date: 03/27/2023

   
  I am rejecting this response because:
  
  

  They have specifically stated in other responses that the noise is not a plumbing issue even though it only happens when you flush a toilet..additionally, I have correspondence where they state they don't know what the noise is (how do you make an decision that something is not covered under warranty when you claim its unknown) then they say it is plumbing and it's not covered after they determined the issue doesn't trigger warranty coverage when plumbing is covered with a new True Home warranty. They have never done any in depth investigation as to what the noise is or how it is occuring. They do not want to spend the needed time or money to address.

  I wanted to go ahead and get a plumbing company out there with availability this week to get the requested documentation to you. Please see attached.

  
  

  

  Business Response

  Date: 03/27/2023

  We are attaching our warranty document that describes in detail the conditions that our plumbing warranty covers. We have inspected this clients concern and have not found any of these conditions present. If the client should experience a condition covered by our warranty, we will engage in the repair to the fullest extent. 

  The client has an outstanding window leak that we have attempted to schedule with her multiple times. We have not had any response to our scheduling efforts since early February. If this client doesn't contact us by March 31st we will mark the claim abandoned. 

  We appreciate your understanding and cooperation. 

  Customer Answer

  Date: 03/30/2023

   
  I am rejecting this response because:

  1) is still ongoing and there is documentation from a third-party plumber confirming the noise and the need for repair

  2) the following email was sent to the provider today- The issue is I and my family have made ourselves available on several occasions for this repair only to be cancelled on the day of-- there has been no restitution for gas, lost wages, and mileage incurred due to the continued cancellations of the builder and their sub-contractors.

   

  *****:
  You need to be more involved and make sure all of your contractors and subcontractors are available to do this repair -- I need dates for *** I am booked in April - that should give your contractors and subcontractors plenty of time to accommodate and I am requesting that from here on out True Home representative also be present on the date of any work made by you or your sub contractors- Thanks-

  
  

• Initial Complaint

  Date:12/30/2022

  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 new home from True Homes in 2017. Since the purchase of my home, I have been dealing with a loud **** unit. I reached out to True Homes in *************************** to contact an **** company to come out and take a look. I have been doing that since the day I moved in, in 2017. They knew they installed loud, cheap systems from the start and did nothing to rectify the problem. The **** companies even told me this is common with True Homes. They didn't replace the unit and just told me it's nothing wrong. It is, it's too loud! Five years later, I'm dealing with this same issue. I have been calling **** companies to come out since, and spending money I shouldn't have to pay for this problem. Mind you, this wasn't the only issue I had with them. If possible, purchase your home from a different builder. True homes could careless about the product(s) they provide, do not resolve your issues and definitely do not care about problems after your purchase.

  

  Business Response

  Date: 12/30/2022

  Thank you for allowing us to respond to this client's concerns. Our records show this client closed on their home November 28, 2017 and was covered by our express warranty provided by the purchase agreement. Our warranty program provides a One Year warranty for materials and workmanship and a limited two-year warranty for portions of the mechanical system. Additionally, **** equipment is provided a Five-Year manufacturer warranty for parts. Our records show that a request was submitted by this client in January 2018 for a concern the client had the noise level of the unit.  We had the issue inspected by ******'s Quality Manager and it was determined that the system was operating as designed. The system was running consistently as equal units and properly heating the home. The client was educated on the expected noise level and homeowner maintenance to keep the system operating properly. We don't have record of the client reporting any issues to True Homes after that date. While this client is outside our warranty, we will be happy to review any documentation they wish to provide that supports their concerns the **** system is loud outside the norm or did not perform to warranty standards. 

  Customer Answer

  Date: 12/31/2022

   
  I am rejecting this response because:
  That is the response they gave when I reported it. Although it operates as it should it still makes this awful noise that they won't do anything about. So for what reason would I continue to go back to them when they feel, as long as it operates, it's not our problem. Makes no sense. I would be fighting a loosing battle as it stands now

• Initial Complaint

  Date:11/04/2022

  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.

  I purchased my home in May 2022. Prior to closing, I had an inspection on the house. The inspector identified the vinyl siding was warped and can cause structural damage in the future. The builder fixed the issue, but it was only temporary. Shortly after I moved in, the vinyl warped again. I have sent several emails and pictures since June of the vinyl and True Homes have not attempted to fix the issue. *** received several email responses that someone will be in contact to fix it but here we are, five months later, and no one has attempted to fix the issue. I am still under warranty and at this point, this is complete negligence on True Homes end.

  

  Business Response

  Date: 11/08/2022

  Thank you for the opportunity to respond to this client's concerns. We regret this client feels their claim has not been responded to. We acknowledge the need for a repair and have already started the process of ensuring it is completed. Materials are on order but have been delayed in shipping to us. As soon as the materials are in hand and the proper crews are available, we will make this repair. We appreciate this client's patience and understanding during this process. 

  Customer Answer

  Date: 11/08/2022

   
  Better Business Bureau:
  
  I appreciate you stepping in to solve this ongoing issue. In the future, True Homes needs to communicate with me about what to expect next instead of not responding to emails. 
  
  Thank you. 
  

• Initial Complaint

  Date:09/28/2022

  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.

  Nov 2020 - Closing date on purchased property from True Homes *** Jan 2020 - $4700 in water bills from LCWSD I reach out to them to figure out what's going on.. turns out there is a leak in the water main that was happening prior to my closing date. There is also a small sinkhole forming by the water main. TrueHomes repairs the GRASS by the water main, and offer to reimburse the money I spent in water bills, but only if I sign a form that is essentially an NDA, saying I cant post about the issue, and they are not responsible for future damages. All of that in exchange for the 'compensation' of my own money that I had to spend to pay the water bill. I refused to sign, stating that the work wasn't done and there was obviously deeper issues with that amount of water damage, but they refused to inspect any further telling me I'd have to do it myself. I reached out to a few businesses and engineers. they said that with that kind of water damage, the damage isn't immediately noticable, and could take up to a full year to show.Sep 2022 - I get back from vacation to find a sinkhole on the side of my driveway. The sinkhole is five feet deep, and spans my entire driveway. I was warned to not park my vehicles on, or even WALK on the sidewalk, as damage goes all the way up to the foundation of my home. I get virtually no contact from TrueHomes, they took my information over the phone 9/14, and I got a call 9/20 from a ******* saying he was 'taking over' the case.. but thats it. no letters, no emails, no calls, no texts, no home visits.. nothing. I have zero confidence in their ability to take this situation seriously or do take appropriate measures to fix the issue. I am reaching out to you in hopes that this can get them to take it more seriously and can actually get the process going

  

  Business Response

  Date: 09/29/2022

  Thank you for allowing us to respond to this client's concerns. While we don't agree with the timeline or the responses this client was given we acknowledge there was a water main break due to no fault of True Homes. At the time of the break, no known damage was evident on this property. We can confirm we have offered to reimburse this client the additional water bill amount with a copy of his paid receipt. It has been a year since our last communication with this client and he reported this newest concern to us on September 7th 2022. We have already made two site visits to the home and have engaged our soils engineer to determine the best resolution. Once we have the proper repair determined we have offered to make the necessary repairs at our cost. We will have this completed as quickly as possible. Please let us know if there are any additional questions regarding this concern. 

• Initial Complaint

  Date:08/02/2022

  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 complaint is pretty much the same as the other home owner who was told that we have access to a private ******* I knew when I purchased my home that I would be put on a waiting list to get a spot in the ******* There were no wet slips or dry storage available at the time of my purchase. I was, however, told that I could launch my boat at our ****** and remove my truck, boat and trailer once I was finished boating for the day. I was also told that our development had already started construction on another ******* So I purchased my home and later found out that I can not launch my boat for the day at the existing ****** because there are no spaces to park my truck and trailer while out boating. I also found out that the new ****** is just for the new area that is an adult community within our development. So now I am renting dry storage outside my development and must go to a public boat launch to use my boat. True Homes should take down their signs saying that the comunity has a private ****** and they should stop telling potential buyers that there is access to a ****** on property.

  

  Business Response

  Date: 08/04/2022

  We regret ********************** situation and understand his frustration. We would never have intentionally mislead him or any other perspective buyer. Unfortunately, we are not in control of the *** who made the original decision. We reached out to them to voice our concern on behalf of our clients. It is our understanding that ****** updated their policy and is no longer limiting membership to the one section of the community. ****************** should have as much right as everyone else in Hands ***** to use the existing ******* True Homes is not the developer of the new ****** but we are told that all True Homes clients do have the same access and permissions as other homeowners. We recommend if ****************** continues to have concerns with the ****** ***** he should speak with ******. 

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17654279
  
  I am rejecting this response because: I and many of the new homeowners in our community were all told about the new ****** as a sales incentive. Having access to the existing ****** does none of us any good because there are no spaces available for either have a wet slip or a dry storage in the lot. I am on a waiting list and my number is 13 to get a spot. Having access to the boat ramp at the existing ****** does me and others no good because we have to take our boat away after using it and we are not allowed to store our boats on our driveways. This means that we have to find storage outside of our development. Meanwhile; a brand new ****** exist but it is only for ****** residence. ****** has only just started building their section of the development and I am told that it will be about 5 years until they are complete. Then; maybe; they will open up the new ****** to residence in the other areas of the development.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/05/2022

  It is disappointing that this client continues to be frustrated. We must reiterate, during our sales process it is not implied that True Homes owns or manages the ******* we state that our client will have access to the ******* and this client acknowledges he is able to use it. Unfortunately, True Homes doesn't have the ability to create more capacity in the ****** that we don't own or manage.  The developer and the *** have acknowledged that they are building a new ****** and the True Homes homeowners will also have access to the new facilities. We regret this client is upset however we simply have no control over the situation.  We appreciate the opportunity to respond to this clients concern.