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:05/02/2023

  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.

  We built our house with Trinity in 2016 and it was completed in May of 2017. In the first year after construction, we began to notice issues with the drywall seams. The drywall contractor, Suburban Drywall, came back to fix a couple areas of concern. After a year, new areas began to fail. We now have a few areas where drywall compound is falling off our walls. I contacted Trinity as this was not "normal" new house stuff. I was told to contact **************** who wanted hundreds of dollars to come out a fix the issue. It is my belief that the drywall did not cure in proper temperatures which now is causing areas to fail. Furthermore, we have laminate flooring in our kitchen and dining room and just about ever seem between pieces is buckling. This is also a 6 year old floor and I wouldnt consider it "normal" wear and tear. This floor was installed by a Drexel Building Supply contractor I do believe. I am not willing to pay the what is now likely thousands for someone to come out and fix these drywall spots that I already paid to have installed properly. I am asking Trinity or the contractor to cover the costs of the repair and for the flooring contractor to assess the laminate flooring that is buckling.

  

  Business Response

  Date: 05/24/2023

  Hello,

  *** and ***** moved in their home 2/17. Their end of 1 year warranty request was completed by Trinity homes and our sub-contractors. During the past 6 years they have reached out to ** to build another home for their family and referred a co-worker to our company. *** posted a negative comment on our ******** post of an open house of our model. I sent *** an email to ask what the concerns are regarding his drywall. There was no mention of an flooring issue for the past 6 years. I sent an email to ***** and the drywall company on 2/2/23 to reach out to **** at suburban for their drywall issue even though they are years past their warranty period included. I spoke to **** today and he has not heard from the customers. If there is warrantable issue with their flooring they need to reach out to ************************ at ************.

  Thank you,

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

  Customer Answer

  Date: 05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  During the time of our warranty, we did have several areas of drywall that Suburban drywall came out and fixed. Assuming this was an isolated issue, we figured that is the only problem we would have. 

   

  However, as time went on, new areas began to deteriorate. I did contact ******** and was quoted an outrageous amount to fix something that was improperly installed. We paid for drywall to be hung and installed once, I would not like to pay for it again because of someone else's issue. So whether this is Trinity's responsibility or Suburban, I don't care. I want it fixed. It is not normal for drywall finishing and seems to be crumbling off the walls in a 6 year old home. These failures begin within the first year of the build and I fear they will continue. 

   

  Regarding the flooring, I contacted ****** and the subcontractor they used to install the floor was no longer is business so I had no recourse. 

   

  Among other issues with the house, these are perhaps an example of the quality of workmanship Trinity hired to finish our house. Im not a attorney in this field but I would think the contractor is ultimately responsible to address quality issues. 

   

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/24/2023

  Hello,

  The drywall is not detreating. It is chips of drywall bud on the rounded corners and a settling crack. I have offered to have **** reach out to you to take care of the drywall repairs. I will cover the cost for the repairs even though you are out of warranty. ****** is still in business. The warranty for the flooring is from their company. I gave you our contact person's phone number to reach out to him. They will need to send out a representative to determine what the issue is with your floors.

  I believe this is fair agreement.

  Thankyou,

  ****

  Customer Answer

  Date: 05/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is satisfactory to me. 

   

  The floor I am not so concerned about even though there are obvious issues. I can stand the issues of the floor more than I can handle the unsightly drywall issues. I appreciate Trinity's willingness to cover the costs of the drywall fixes as those, at least in my opinion, are installation issues. This is not something that has suddenly popped up recently. These drywall issues have been ongoing since we built the house. I cant be exact but I would imagine the several areas of repair would cost me quite a bit of money-something I am reluctant to pay for seeing that I already paid for a proper install. I think its a fair agreement. I will wait to hear from Suburban. 
  
  Regards,
  
  ***********************