Complaints

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• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an RVIA certified "Tiny Home" from TruForm in May 2022. The house was damaged during transport and the delivery person noted as much. We reached out to the salesperson/owner to ask for help on repair. The home was never repaired despite the agent of the company stating that the house was indeed damaged (significantly, as the kitchen counter separated from the wall). We were not notified that the salesperson/owner left the company and no one followed through with us. In July 2023 we ordered another Tiny Home from TruForm and again asked about the damaged home. We were told this would be addressed. We took delivery of the second Tiny Home in November 2023 after TruForm failed to respond to multiple requests for updates, design meetings, custom *************. There were several minor issues with the delivered home (inoperable drawers, faulty/dangerous dryer venting, inoperable shower door, inferior materials), which the company (owner *********************) refused to address and placed blame on the customer (us), delivery personal, former employees/owners and third-party contractors. Most importantly, this second Tiny Home has significant damage to the Truform designed ****** bed and as of January 3, ****, TruForm refuses to respond to requests for remediation. Despite delivering a product that did not meet specifications and requesting a refund to make repairs to the damaged homes, we paid the final invoice amount anticipating an amicable solution could be worked out. Upon delivery of the second home, a TruForm representative took pictures of the damage to the original home and assured us that TruForm would repair the damage. TruForm has now taken all of our incoming wires and deposits (appx $410,000), but has not responded for requests for remediation as of 01/03/****. We had orginally propsed a reduced final payment, but the owner of TruForm rejected this and stated we "need" to pay the balance "ASAP" which we did, but no resolution has been made.

  Customer Answer

  Date: 02/08/2024

  This complaint is not resolved.  The owner of the company contacted me directly on 01/23/2024 stating that he received my email and would address (this was nearly a month after I sent the original request).  *********** has taken no actions, made no appointments to fix the homes.  This is not resolved and the only thing that has happened is that the company has responded to my requests.  

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21093420
  
  I am rejecting this response because:
  

  TruForm has not done anything to actually resolve the problem as of 02/23/2024.  They have finally responded to emails and promised to set up repair appointments, but have not yet done so.  On 02/07/2024, A representative from the company (*******************) stated, via e-mail, that he would arrange the warrantee and that he "will be in touch tomorrow at the latest".  As of 02/21/2024 I have heard nothing from the TruForm representative despite it being over two weeks since being told I would be contacted "tomorrow at the latest".  TruForm continues to neither accept responsibility nor respond in a timely manner.  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/25/2024

  As of 04/25/2024 we have received no final resolution or follow-up from TruForm.  This, unfortunately, is a continuation of the issues we have had with TruForm.  We continue to be shocked by TruForm's lack of response, acceptance of responsibility, product knowledge and customer service.  Given all the problems and broken promises over the past two years, we would not recommend doing business with TruForm.  The repairs performed on 03/15/2024 were subpar, hurried and mostly ineffective.  On 04/26/2024, the warrantee representative followed up to say that they would be in touch regarding replacement parts/solution for the broken refrigerator, but addressed no other concerns beyond that.  It has been over one month and no response.  Neither owner has even attempted to reach out to us, enquire about the resolutions or provide any assurances at all.  

  Outstanding issues
  1)  I was told by two TruForm reps (and the onwer) that they would investigate and repair a broken appliance as part of the repairs.  It has been over three months since we flagged this issue and have no resolution.  The part can be ordered and delivered in under three days, so this is just another example of TruForm not following through.  They have not responded.  TruForm has provided no resolution for a simple matter that could be solved in a day or two.  

  2)  We spent thousands of dollars on a ****** bed that fell apart within days of delivery.  The solution, as performed by TruForm, was to drive black metal screws into the face of the ****** Bed.  This completely destroys the design and look.  It is a shameful repair for something that TruForm self-designed and sold.  It is a dangerous design and unacceptable design/fix.  TruForm continues to make excuses, but provides no suitable resolution.  

  3) No acceptable repairs were done on the original Tiny House purchased in 2022 despite this problem persisting for years and TruForm ensuring they would find a suitable solution.  The kitchen counter is separating from the wall.  The technician, who came on site to investigate/repair, stated this is a "known issue" from the original build/design and should be fixed.  The fix was completely unacceptable in that all that was done was putting grout (not intended for wet surfaces) along the kitchen counter.  We have attached photos of the repair which used incorrect materials and left much of the caulking still destroyed.  

  4)  A large portion of the grout/caulking in the new Tiny House (just delivered in 2024) is already cracking and separating in the kitchen and bathroom.  This should not happen in a new home and it appears inferior materials were used (again).  This presents a long-term issue in that moisture can get between the walls and will certainly mold and decay over time.  No home should be built like this and we have never experienced this in a newly built house.  We have attached example pictures of the quality issues in the kitchen and bathroom.  
  
  This is just a subset of the remaining issues, but given TruForm's inability to provide adequate repairs or any suitable solutions, we would not recommend consumers do business wiht TruForm until critical production, quality and customer service issues are addressed.  TruForm's owner(s) continue to make excuses for the issues we, and other customers, are experiencing but does not provide viable solutions.  TruForm has been unable to provide anything close to an acceptable solution, especially given the exorbitant prices of their products.  

  Customer Answer

  Date: 06/26/2024

  As of 06/26/2024 we have heard nothing additional from Truform and they still have not completed the warrantee work promised.  On 03/15/2024 a Truform ***resentative came to perform warranty work.  The work did not address our concerns and nothing was fixed with the exception of black metal screws being drilled into the ****** bed to prevent the wood from separating.  This destroyed the design of the bed and is completely unacceptable.  Moreover, no caulking was done in our new Truform tiny and the caulking done in the older home was done hastily and incomplete leaving a situation that will deteriorate the walls and destroy the home eventually.  We were not given an opportunity to inspect the work before the ***air technician left.  There was no follow up from either owner expressing concern or checking to ensure that work was performed.  

   

  In the bathroom of the new home, the window continues to separate from the wall as water is leaking into the walls from the faulty install and the use of inferior products and production methods.  This is a manufacturing defect and should be treated us such.   The warranty technician noted the problems with our refrigerator (leaking water on the floor) and stated Truform would provide a solution.  It took over two months for a Truform employee to respond to our enquiries about the broken refrigerator and this was only after we reached out.  The only excuse provided for the extremely long delay is that the *** took a family trip.  We are left wondering why it takes Truform so long to solve simple issues such as this one.  On 06/13/2024 the *** finally responded and claimed the part for our refrigerator was being sent and he would send us the tracking details.  Now, it has been over two weeks since then and we again are left wondering what is going on as no one from the company has contacted us.  Truform continues to mislead us, does not respond to requests, delays all communication and does not provide solutions.  This has gone on for months (years, if we include the issues that Truform promised to fix on our original home) and Truform continues to show no interest in helping us.  We would prefer to contract out the ***airs ourself as Truform has proved to be unreliable, misleading and unresponsive over the past few months.  

  
  Our problems started with delivery, last year, and have only compounded.  Neither owner has reached out to us to explain, offer to help or shown any interest in providing customer service.  The complete lack of concern from anyone at the company is incredibly disappointing.  Given the company is facing production, quality, staffing and communication difficulties, we would not recommend conducting any sort of business with Truform with the exception of debt collection.   At this point, the only remedy would be a partial refund so we could have the ***airs done by qualified workers.  Additional pictures are attached showing the worsening damage created by the defects Truform has not addressed.

   

  Thank you for your help in resolving this.

  Matt

  Customer Answer

  Date: 08/13/2024

  Good Morning,
  
  I wanted to provide an update and hopefully receive any updates from TruForm as the company continues to provide no assistance as of 08/13/2024.  We have been waiting since 03/15/2024 to have the issues resolved with our home, yet TruForm has made no efforts to fix the outstanding issues since the technician visited in March.  The caulking in the bathroom and kitchen has deteriorated so much that we could no longer wait for a resolution from TruForm and had the work completed ourselves.  Mold has begun growing in the walls where water was entering due to faulty finishing work.  Moreover, the "warranty manager" took over three months to send the wrong part to the wrong address to fix the issues with our refrigerator.  The only excuse given is that he was away on a family vacation.  Thankfully, a neighbor retrieved the part sent by Tru Form, but it had no relation to the actual problem.  Even though the parts are clearly being ordered by TruForm, the representative continues to blame it on his "supplier".  Given the refrigerator has not worked since February 2024, we finally gave up on TruForm and ordered the part ourselves and installed.  Again, TruForm has showed no willingness, ability or expertise to address any of our issues.  
  
  At this stage, we have ordered the required parts ourselves and installed, removed the old caulking and reinstalled and are looking to disassemble the bed to build our own.  We are incredibly disappointed with the lack of responses from TruForm and have heard absolutely nothing from the owners for over six months.  I hope TruForm is not taking customer orders as the existing customers are being left to fix problems on their own.
  

  
  

  

  Business Response

  Date: 09/13/2024

  
  Thank you for your feedback. We want to first address the issue of caulking, as it wasnt included on the work order when our technician visited to handle your list of items. Caulking is something that typically requires ongoing maintenance, especially in areas subject to water exposure and movement, and it's a relatively straightforward fix for most homeowners. While we wouldnt schedule a technician visit solely for caulking, we are happy to address it during a warranty call if other repairs are required. Tiny homes naturally experience movement over time, and caulking is strategically applied in certain areas to accommodate this. During the March visit, we went above and beyond by caulking the countertop in your used unit, despite it being the third owner and out of warranty.
  Regarding the bed issue, our technician did address the structural concerns during the March visit. The solution involved adding black finish bolts to strengthen the drop-down king-size bed. While we understand the aesthetic concern, the bolts were necessary to ensure the long-term safety and stability of the custom king-size bed, which we dont make as often as our standard queen-size. Unfortunately, custom projects sometimes require adjustments post-installation, and we were confident that this solution was both effective and durable. We appreciate that it wasnt the outcome you envisioned, but we did respond with a structural fix.  We had already credited the cost of the drop down desk that lives on the underside of the bed.  It wasn't what was expected and even though we already built it we decided it was best to credit it the rebuild the bed.
  On the subject of appliances, we recognize your frustration with the delays. As a builder, we rely on third-party suppliers for appliances, which can make resolutions slower than we would like. In this instance, we did send a replacement part after discovering that the original suppliers part was defective.  We didn't hear about the subsequent issues with the part. We apologize for the mix-up in delivery and the delays, and we regret that this experience fell short of your expectations.
  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 21093420
  
  I am rejecting this response because:

  
  The owners have done nothing to actually address the concerns, but shifted blame to us (the consumer).  TruForm has shown very little willingness to actually address the problems and has been unresponsive to any suggestions on how they can help us and improve their product, but have been very quick to make excuses.  They continue to show a complete lack of interest in providing customer service for a product that carries a luxury price tag.  Just last week, we had to disassemble part of the ****** bed as the screws were not seated properly.  This explains why the bed has been excessively squeaking since delivery, but again TruForm had no interest in addressing.  The owner was notified of this problem, but selectively decided to ignore this concern.  This has been the most disappointing purchase with very little support or communication from either owner.  We are left feeling that they are more interested in building their pet design projects with little experience or understanding of how Tiny homes should be built and maintained.  Moreover, they have shown a complete unwillingness to provide of level of customer service commensurate with the prices they charge for an inferior product.  We are left to fix the problems on our own with no collaboration from TruForm.  

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

  

  Business Response

  Date: 11/04/2024

  Thank you for taking the time to share your concerns with us. We truly regret that your experience with Tru Form has not met your expectations and want you to know that your feedback has been heard.

  Tru Forms leadership team has reached out to invite a direct conversation, recognizing the importance of discussing these issues in detail. We understand that the situation has been complex, and were actively working to craft a thoughtful response that will address your specific concerns. Our goal is to find a constructive way forward and to ensure your needs are met with the quality and service that should accompany any investment in a Tru Form home.

  While we acknowledge that we arent there yet in terms of a resolution, we are committed to pursuing a solution that restores your confidence in us. We appreciate your patience as we work together toward this goal.
  
  Sincerely,

  Tru Form 

  Customer Answer

  Date: 12/03/2024

  Good Morning, 
  
  This case should not be closed as resolved.  I believe this is the second or third time that the case has been flagged for closing, but during this period no one from TruForm has actually done one single thing to address the problems in the homes they have sold us. 
  
  We did receive an email where they do, finally, admit that they have delivered an inferior and, in some cases, defective product, but nothing has been done to fix the issues.  Moreover, we continue have additional production/quality issues as the caulking continues to deteriorate in the sections we have not redone ourselves, the drawers continue to be inoperable in the bedroom and the ****** bed continues to be a problem every day.  Moreover, the bathroom door no longer opens/closes easily and mold has started to form on the inside of the windows in our kitchen as water accumulates (see attached).  We have other minor issues that, under the normal course of business, we could address directly with the business, but TruForm has proven over and over that the personnel are either unwilling or unable to help with minor things (so we attempt to address on our own).  
  
  While someone from TruForm did send us an e-mail stating that they are responsible for the items we previously outlined, they have done nothing to actually address the problems since March 2023.  We have never received a phone call from TruForm to discuss, nor have we received any notification that they are prepared to either refund a portion of our payments so we can address the defects with qualified labor or have the fixes made.
  
  Thank you for your understanding,
  ****
  

  
  

  Customer Answer

  Date: 12/03/2024

  Apologies, here is the photo (just taken on 12/03/2024 at ~10:40am) of one of the windows where mold has started growing inside.
  Regards,
  ****
  

  
  

  Customer Answer

  Date: 01/26/2025

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing.
  
  - Please list any dates you are specifically NOT available in the next 6 weeks: 
  02/01/2025 - 02/15/2025
  
  
  
  - Please place an "X" next to the Day of the Week you are available and work best for you: 
  
       __x__Mon. ____Tue. ____Wed _x___ Thurs. __x__ Fri.
  
   
  - Please place an "X" next to the Time you are Available and work best for you: 
  
       __x__ Morning __x__Afternoon   (mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm)
  
  
  I understand that BBB will do its best to accommodate my availabilities above.
  
  Thank You.

  Regards,

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