Complaints
This profile includes complaints for 3 Pillar Homes, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:01/06/2025
Type: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 contracted 3 Pillar Homes to build our custom home for our growing family. Our experience has been a nightmare.
Despite selecting appliances as instructed, 3 Pillar failed to design our kitchen properly. Both our full-sized refrigerator and microwave didn’t fit. The compact refrigerator 3 pillar incorrectly designed for did not fully open. CEO ****** refused to honor the contract. With my house in contract, he offered a meager settlement contingent on an NDA. When I declined, he took the extraordinary step of contacting my realtor, pushing the NDA to the point of threatening he would not grant possession if it wasn't signed.
Problems extended far beyond the kitchen. Our yard’s drainage was nonfunctional, with cut pipes duct-taped and buried. Poor framing caused 30% of our flooring to be torn up and re-leveled, leaving areas still uneven. Dangerous kitchen modifications, including unstable, cracked and improperly installed cabinetry and unsafely mounted kitchen sink, required costly repairs for my family’s safety & a functional kitchen. The microwave was dangerously mounted on ceramic tiles to conceal destroying the cabinet. Roof shingles, flashing & gutters were improperly installed, causing water damage risks.
Despite providing a contractual 5-page issue list and allowing 13 months for corrections, 3 Pillar did not take responsibility, forcing me to resolve the critical safety and workmanship issues. I am seeking a refund of $100,000 that I had to spend to correct 3 pillars negligence & breach of contract. I will email all supporting info to BBB.
As a lifelong resident of Central Ohio, I have never been so disrespected, deceived and lied to as a customer. This home was meant to be a cornerstone for my growing family, but instead, it has been a financial and emotional burden. My pregnant wife had to spend weeks away from our home for her own safety. The level of disregard shown by 3 Pillar Homes for my family’s time and well-being is beyond unacceptable.
Business Response
Date: 01/26/2025
I am providing a list of the events as they took place. We have all the documentation necessary to support all the below via change orders, email correspondence and walkthroughs.
The client worked DIRECTLY with the cabinet designer to DERIVE to the product and design layout. The cabinet design and selection of the cabinetry were APPROVED by the client. During installation the project manager recognized that the refrigerator opening was designed for a built-in refrigerator and not a full depth refrigerator that the client had ordered and addressed with the client.
3 Pillar Homes, offered solutions to address the refrigerator, by either upgrading to a more expensive built in refrigerator at NO ADDITIONAL COST to the client OR modifying the door opening to the pantry to accommodate the clients existing selection. 3 Pillar ALSO offered solutions to address the clients concerns with the layout, EVEN THOUGH the installation was AS DESIGNED AND AS APPROVED by the client.
After meeting with the client in person, 3 Pillar REPLACED the wall cabinets by the windows, EVEN THOUGH the cabinetry was installed as APPROVED by the client, AND provided the counter-depth refrigerator, BOTH AT NO ADDITIONAL CHARGE to the client.
The client remained unsatisfied with the cabinetry post closing. The cabinet rep visited the home and CONCLUDED that the product LOOKED AND PERFORMED per its specifications (the product selected by the client was displayed in the showroom during the selection process)
3 Pillar Homes responded with a proposed plan of action, mainly on some adjustments that were brought forward by the client, but the client rejected it, demanding a full kitchen replacement and a settlement of $54,500.
3 Pillar Homes stood by their initial offer, to address any items that we have identified. We firmly believe that we have the right to cure and in this circumstance we went above and beyond with what we offered.
The client allowed us to work on the remaining closing items but not the kitchen.
With the exception of a couple of weather related items, that the client is aware of, all items have been completed, except of course the cabinetry.
We would advise the client to allow us to go back and address the items identified, we are still willing to do this. The only tricky part is that we are now PAST the warranty period and we hope that our vendor is still willing to support this client POST warranty. We, at 3 Pillar Homes remain ready to help the client with the identified items, provided we have the support of our vendor. We pride ourselves on being fair and taking care of the clients. The requests need to be within the scope of our contractual agreement, which we feel that we have gone above and beyond.
Regards,
******Customer Answer
Date: 01/28/2025
I am rejecting this response because:
As has been the case throughout this entire process, 3 Pillar Homes continues to present a version of events that is not only INACCURATE but serves to protect their profit margin at the expense of truth and accountability. I will address each point as ****** has presented it:
CABINET DESIGN AND APPROVAL PROCESS:
I followed the process dictated by 3 Pillar Homes, working with the designer selected by 3 Pillars chosen vendor. I was given NO option to work with an alternative vendor or designer, nor did I pay the designer directly. I APPROVED the cabinet layout based on the PLANS and ASSURANCES from 3 Pillar's designer that all appliances—including their specific model numbers which are listed on the approved plans—would fit as designed. They clearly did not.
REFRIGERATOR AND MICROWAVE FITMENT ISSUE:
The project manager informed me that my selected refrigerator and microwave would not fit AFTER the cabinets had already been installed but BEFORE appliance installation. Despite recognizing this problem, 3 Pillar refused to take accountability.
****** suggested moving the messy kitchen doorway to “fix” the issue, but this proposal WOULD NOT have allowed the refrigerator to open and, in fact, would have worsened the problem, as clearly shown in the plans.
This suggestion was made without ****** investigating the issue on-site. Even your own Director of Construction stated this change would not resolve the problem. This demonstrates a FAILURE to stand by your design or your chosen vendors. To repeatedly shift blame onto me as the client is ABSURD and DISINGENUOUS.
NDA AND OFFER FOR INCORRECT APPLIANCES:
****** offered to pay a small amount for the INCORRECT appliances, but this offer was CONTINGENT on me signing an NDA. This is INSULTING. While ****** is welcome to reimburse me for the cost of the refrigerator, I WILL NOT sign an NDA, as it still does not resolve the larger issue: the refrigerator and microwave section does not fit the design.
CABINET REPLACEMENT CLAIM:
3 Pillar claims they replaced a wall cabinet on my request. 3 Pillar had to replace the cabinet as it did not fit per the plans, interfering with the window trim. The only options as ****** stated was to have no cabinets or have smaller cabinets installed.
SITE VISIT AND INSPECTIONS:
When I reported unresolved issues in writing, 3 Pillar Homes—including ******, on his first visit to my home—was shown the following:
Cracked cabinets
Cabinets that did not open
Crookedly mounted cabinets
Unsafe shelves and numerous other deficiencies
Despite this, 3 Pillar refused to provide a remedy other than reusing the defective cabinets. Your suggestion to remount damaged cabinets under existing quartz countertops—something NO REPUTABLE VENDOR would recommend—further underscores the lack of accountability and professionalism in your response.
MEETINGS WITH CABINET VENDOR:
I followed the contract and met twice with 3 Pillar Homes and the cabinet vendor at my home. During these meetings:
The cabinet maker clearly stated they NO LONGER WORK with 3 Pillar.
The cabinet maker refused to take responsibility for resolving issues, as 3 Pillar had not supported their work and in fact, 3 Pillar homes installed the cabinets using their own unskilled labor, causing the workmanship and safety issues.
This left me with NO recourse as 3 Pillar allowed the situation to stagnate, running down the warranty period without resolution.
REMAINING ISSUES AND WARRANTY CLAIMS:
****** falsely claims, “The client allowed us to work on the remaining closing items and they are caught up with the exception of issues tied to the weather.”
Many items were ATTEMPTED to be repaired by 3 Pillar’s untrained and unskilled vendors, yet MANY ISSUES REMAIN UNRESOLVED, and they have nothing to do with weather delays, as ****** suggests.
Access to my home is NOT an unending right for 3 Pillar. I reported all issues and allowed remedy within the warranty period. It was 3 Pillar’s FAILURE to properly act that left me no choice but to resolve safety issues AT MY OWN EXPENSE, including kitchen repairs.
FINAL WORDS:
3 Pillar Homes promotes DESIGN, QUALITY, and HONOR as their core pillars. Now is the time to demonstrate these values. You have FAILED my family by not delivering on your promises, providing a safe, functional residence, or taking accountability for your mistakes.
It is YOUR responsibility to vet reputable vendors, employ skilled professionals, and ensure project managers verify that work is completed to proper and safe standards. ******, if you do not consider these things to be your responsibility, then WHAT IS? Your repeated failures have forced me to bear the financial, emotional, and physical burdens of rectifying your mistakes—burdens that I should NEVER have had to shoulder.
DO THE RIGHT THING.
Regards,
***** ******Business Response
Date: 02/10/2025
1. Per our contract the client has the option to bring their owns vendor, SUBJECT to 3 Pillar Homes approval, to my knowledge that was never requested, nor do i believe we had any major concerns or issues with quality prior to the cabinet installation (the cabinets chosen were on display at the showroom).
2. The cabinets were installed per the SIGNED OFF CHANGE ORDER
3. Upon COMPLETION of the cabinet installation, OUR project manager advised the client that the refrigerator door will not open fully due to the FULL size refrigerator selection (Selection made with the appliance vendor prior to meeting with cabinet vendor)
4. After some back and forth we offered to EITHER slide the pantry door opening down to accommodate the fridge better, or UPGRADE the fridge to a counter depth at NO ADDITIONAL cost to the client
5. The product the client purchased, was showcased in the very showroom that the client met the vendor and made the selections
6. The quality of the installation is very much consistent with all the work by 3 Pillar Homes, witnessed by the client in our model home and other homes under construction in the community
7. We have worked through all warranty and non warranty requests from the client with a couple of very small things that the weather did not allow us to finish.
8. Though we were not allowed to work on the cabinets and now the warranty has lapsed, I believe that our vendor will be in agreement to address some of the items identified and agreed upon in the kitchen (non related to the refrigerator opening)
9.We have the contractual right to cureCustomer Answer
Date: 02/12/2025
I am rejecting this response because:
Please see my answers below:
1. Per our contract the client has the option to bring their owns vendor, SUBJECT to 3 Pillar Homes approval, to my knowledge that was never requested, nor do i believe we had any major concerns or issues with quality prior to the cabinet installation (the cabinets chosen were on display at the showroom).
Homeowner response: this fact is IRRELEVANT to this conversation. I allowed you to use your vendors (I am not disputing that) and they did not complete quality work which you are NOT standing behind
2. The cabinets were installed per the SIGNED OFF CHANGE ORDERHomeowner response: please reference the contractual drawings I sent in my last communication. the Opening for the fridge if the kitchen was constructed according to plans was 37" X 72". if this was built to plans my contractual fridge WOULD HAVE FIT! the fridge dimensions were 36&1/4 X 70& 1/8. 3 Pillar did not construct my kitchen to contractual plans and thus my appliances did not fit. IT IT IS IN WRITING, PLEASE STOP CHALLENGING THE FACTS>
3. Upon COMPLETION of the cabinet installation, OUR project manager advised the client that the refrigerator door will not open fully due to the FULL size refrigerator selection (Selection made with the appliance vendor prior to meeting with cabinet vendor)Homeowner response: This is categorically false. you did not come on site to inspect why moving a doorway would not solve this problem not to mention, changing the design of the rest of the house to fit your mistake in kitchen construction. ***** ***** response to my fridge not opening was quote "That is Unfortunate".
4. After some back and forth we offered to EITHER slide the pantry door opening down to accommodate the fridge better, or UPGRADE the fridge to a counter depth at NO ADDITIONAL cost to the clientHomeowner response: please see #2 and 3. This was a DOWNGRADE DUE TO # PILLAR ERROR.
5. The product the client purchased, was showcased in the very showroom that the client met the vendor and made the selectionsHomeowner response: again, IRRELEVANT and I am not even sure what you are saying. 3 Pillar has no showroom and you have no working knowledge of what the vendor had on site at time of selection. I ALSO DID NOT SELECT THIS FRIDGE SO WHY WOULD I LOOK AT IT!
6. The quality of the installation is very much consistent with all the work by 3 Pillar Homes, witnessed by the client in our model home and other homes under construction in the communityHomeowner response: Again, IRRELEVANT. the cabinets were not of the same vendor or installer AND even if they were, Why would your response that you did another kitchen without error have any relevance on my kitchen that 3 PILLAR FAILED TO BUILD TO DESIGN OR QUALITY STANDARDS.
7. We have worked through all warranty and non warranty requests from the client with a couple of very small things that the weather did not allow us to finish.Homeowner reponse: SMALL THINGS ? like my roof, ALL INTERIOR DOORS THAT HAVE DAMAGE AND ARE NOT HUNG PROPERLY OR CLOSE PROPERLY, NAIL POPS in Woodwork not repaired, DAMAGED CONCRETE, STAIR TREDS THAT ARE UNSTABLE AND LOUD TO WALK ON. WEATHER STRIPPING ON GARAGE. STOP DEFLECTING AND FIX THESE THINGS NOW!!!!!!!
8. Though we were not allowed to work on the cabinets and now the warranty has lapsed, I believe that our vendor will be in agreement to address some of the items identified and agreed upon in the kitchen (non related to the refrigerator opening)HOMEOWNER RESPONSE: PLEASE READ WHAT I SEND YOU. the Kitchen has been repaired by me as my family's safety was at risk. If you want to coordinate a meeting for my refund based on not building to design and safety and quality THEN GET IT DONE but stop making me repeat myself.
9.We have the contractual right to cureHomeownder response: READ ARTICLE 12. You cannot continue to make up your own rules.
ADDITIONAL COMMENTS FROM HOMEOWNER: I will not continue to go back and forth on here with you as you make false and misleading statements. you now have the drawings for the fridge and KNOW WITHOUT ANY DOUBT that you constructed the kitchen not to design. if this is the fault of YOUR VENDOR SIMS then set up a meeting and lets address. if it is 3 Pillars fault, then be HONORABLE and stand by your mission statement. ALL OTHER OUTSTANDING WORK needs to be scheduled ASAP. if I do not have a call to me to address by the time I see your next communication I will call it out in writing. this is EASY stuff ****** and I am not here to babysit you or your team. you took my money, now do the work or compensate me so my family can be free of this nightmare.
I also WANT YOUR RESPONSE to ohio law violation for withholding an available lot from me to purchase. IF you cannot provide documentation I am asking that the *** investigate.
I look forward to hearing from 3 Pillar
Regards,
***** ******Business Response
Date: 02/23/2025
Good afternoon, this is the last time I am responding to this request, I hope that my response can provide clarity to BBB
1. The client utilized the cabinet provider included by 3 Pillar Homes (**** ******). 2. The cabinet the client now does not like was on display at the cabinet provider showroom, the client visited. 3. The client work directly with the cabinet provider to design the layout AND select the cabinet product directly and signed off on the change order as agreed upon between the client and the cabinet provider. 4. With the exception of some adjustment that we acknowledged and have not been allowed to address, the product and installation is consistent with the layout SIGNED by the client, consistent with the workmanship guidelines of both 3 Pillar Homes and the cabinet provider. 5. The refrigerator height has NO impact NOR does the width to this discussion! BOTH refrigerators std and counter depth FIT in the opening, the issue was how close the opening was to the wall and by choosing a std refrigerator, the door swing (opening) would be limited...again nothing to do with the rough opening of the cabinet..BOTH/EITHER fit the opening. 6. Our project manager brought this up proactively (once was discovered and offered solutions) 7. client received the MORE expensive refrigerator, at no extra charge and the refrigerator door swing works.
If the client agrees to allow us to address the items we identified, and FOR AS LONG AS **** ****** is willing to support this request POST warranty period, we stand ready to do the work we already offered to do. If necessary we stand ready to defend our position in court.
Initial Complaint
Date:08/04/2023
Type: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 moved into a new home in October 2021 using 3 Pillar as our home builder. There were issues with cabinet installation and quality (i.e. cracks, scratches). Many of the cabinet issues have been fixed but issues still remain. 3 Pillar promotes quality on their website and these cabinets have been far from being quality in my opinion. The builder continuously makes excuses and lacks sufficient communication in my opinion. 3 Pillar keeps pushing the issue out.
The cabinet maker utilized by 3 Pillar went out of business. I presume due to the quality and issues I experienced. They have stated, "We were put into a huge mess by a vendor that couldn't perform - then the entire manufacturer that built your cabinets went completely out of business. Totally out of our control and we have stuck with it and will continue to do so until this is resolved."
I've been patient, trying to work with our builder, and have been in our home for around 21 months at this point (will be two years in October). I feel 3 Pillar has prioritized their other homes and have seen many other homes completed from start to finish after ours. They keep telling me they are working on it. It’s hard to believe there were no other solutions in 21 months. This seems unacceptable in any industry.
I just need the cabinets replaced/adjusted that need fix and to match exactly 100%. If they can't match 100%, I request a refund of all cabinets to pursue replacing all cabinets in the future. I'm hoping you can help push resolution along to finally get this resolved.
Thank you!Business Response
Date: 10/11/2023
*****, thank you for your patience, glad we were able to finally close this up.
Apologies for all the undue extra stress this has created
We appreciate your business
Zenios Michael Zenios
********* * ***
###-###-####Customer Answer
Date: 10/11/2023
*****, they were finally able to assist and close it out. Thanks for asking!
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