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:12/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently purchased a Truland spec home in **************** towards the end of October 2023. Also immediately after closing and moving in I discovered a critical placement issue with the climate control condensers. The home is 2 stories and has 2 outside units. Both units were placed directly outside the master bedroom along the same wall where the bed must go. When these ******* units turn on and off they create a loud banging noise. They also create a vibration through the wall that reverberates through the bedroom at the height of where an individual's head rests on pillows. Supposedly this is because they are low grade and are heat pumps. The noise and vibrations makes sleeping in the master bedroom not possible. I have had to mostly sleep in one of my upstairs guest bedrooms since moving in. Once discovered I notified Truland immedately and was initially ignored by the onsite sales rep ************************************ a local VP of Sales (*********************) and an individual I found via LinkedIn who I believed to be a region President ************************** After a week or more I was told to submit a warranty request which I did. **************** who installed the system in my home **************************** came out to assess the situation - both units and placement. The ****** associate - ****** - advised that the units are a lower grade and should not be placed by bedrooms or as close to the wall as they were. ****** advised that Truland was evidently trying to cut as much installation cost from the build which is why the units were likely not placed on the opposite side of the home were no bedrooms would be disturbed. ****** and I also walked the street and assessed the other 4 or 5 new homes on my street. Each of these homes had their condensers placed further away from the home's wall and were placed by the garage so that bedrooms would not be disturbed. Truland has denied any responsibility and so has the *************** warranty group. I am being forced to seek legal remedy.

• Initial Complaint

  Date:06/21/2023

  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 moved into our Trueland home over two years ago. We filed a complaint within the one-year warranty about our tile floors cracking in various places. We did not receive information on how ******** planned to fix this issue sense, again, we called before the warranty deadline was up and filed a complaint. Our floors have now cracked more and they look awful. If we try to sell, the cost of fixing them would be on us. we also dont like the appearance of cracked floors and the pieces of tile under our feet and pieces.

  Business Response

  Date: 06/22/2023

  We investigated this issue when the homeowner brought it to our attention very recently. We did in fact repair the tiles that were reported to us within the warranty period, as the one-time courtesy service offered in the Warranty Agreement that the homeowner entered into with Truland Homes. This home is now over a year out of warranty, and they have already received their one-time courtesy tile repair.. We cannot eternally warranty a home, nor can we be responsible for upkeep of the homes we have sold. This request was, and is, respectfully declined.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20211460
  
  I am rejecting this response because:

  The overall tone of customer service correspondence has been negative throughout our time owning a Truland home. I'm not sure who is responsible for handling cases such as these, but frankly, the most recent response was not respectful. 

  I understand that Truland cannot "eternally" warrant a home. That's obsurd and it was unneccessary to include that condescending statement in the denial response. 

  This issue was reported within the first year we lived in the home.The contractor that came to fix the tile stated that the tiles needed to be replaced, not repaired but attempted to repair the cracks anyway. As he was walking out the door, he noted that he would be back to fix the tile and replace them, but he was unable to do so at the time because they were lacking the correct materials. We would've handled this with the contractor, but were never given information on who he was or how to reach him. He stated that the warranty department would handle it and there was no need to correspond with his company. 

  The cracks are unsightly and have continued to worsen, hince our "very recent" inquiry. There are actual pieces of tile coming out of the cracks and have been since we purchased the house. This is not acceptable for a $500,000 home.
  

  I will not accept this denial and will keep trying for a fair resolution, a TRUE resolution, to this issue. 

  If you are unwilling to resolve this issue, please refer me to someone who is capable and willing to do so.  
  

  "Respectfully",
  

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

  Business Response

  Date: 06/30/2023

  This is not a workmanship issue covered by the Warranty Agreement but for a one-time courtesy repair. The courtesy repair has been completed and the homeowner is out of the warranty period by a substantial amount. This warranty request is declined for these reasons, and others previously mentioned.

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service 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.

  When I attempted to run the heat pump during cold weather, I found that it was excessively noisy due to its location outside my bedroom and the pipe running in the wall of the master bedroom. I opened a warranty claim and had the unit inspected, but I was disappointed to learn that the issue was not covered under warranty. According to the warranty team, the unit and lines were installed correctly and the only option for moving the outside unit was blocked by the lift station.I understand that the unit may have been installed correctly, but it generates over 65 decibels of noise, making it impossible to use at night. I am requesting your assistance in having this issue resolved. My hope is that Truland will take action to ensure that the heat pump is relocated or modified so that it can be used without causing excessive noise.

  Business Response

  Date: 03/27/2023

  Regarding the customers complaint, there are occasions that the lines in the wall can use extra bracing to keep them from vibrating and causing unnecessary sounds. We have investigated this complaint to the point of opening the walls and adding extra sound dampening measures within the walls at the copper lines that feed the exterior unit. Further, we have reviewed the plans and standards for this specific home, as well as this house plan in general, and everything is located as it should be. 
  
  While we do not believe there is a defect in material or workmanship here, we are not averse to reviewing the situation again.  We have instructed the **** vendor to re-evaluate the function of the system to make sure there has been nothing missed, and they will be reaching out to the homeowner to schedule a visit to do a comprehensive review.

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service 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.

  Truland Homes refuses to acknowledge, correspond, or rectify any issue that is presented to them. ******** Mill Contract Signed: 4 Nov 2020 Original Close Date: 30 July 2021 Closing Date: 27 July 2022 Build process was a nightmare with extension after extension. Project Managers come and go quicker than the house is built. They allow for shoddy work to happen with the mindset that you will just use their warranty services. Then warranty claims sit unanswered for 6+ months and zero communication. My specific dispute is for my approved warranty claims with my landscaping that have gone unanswered since 31 August 2021. I have emailed everyone in the warranty department to include upper management. Originally the responses were we are waiting for the contractors to get back to us, this then turned into no responses at all. They do not care to resolve this issue and it shows. I would like for them to do what is just and right. When you do things the right way the first time you wont have to redo them later. Fix the issue and replace the landscaping to match what was approved by the city and HOA!

  Business Response

  Date: 02/14/2023

  This complaint is associated with one of *********** divisions and should be routed to them for a response. The ******* division of Truland does not have any knowledge of this complaint or the operations of the ******* divisions. Please forward to *********************************

  Business Response

  Date: 02/21/2023

  I will speak to the specific and current complaint about the warranty claim concerning the plants that were received as part of the landscaping at this home. I cannot speak to the issues the homeowner had during construction.

   

  We understand that this warranty request took a few months to get settled, and we do apologize for that. Of course we strive to have things done as quickly as possible, but it does not always happen for a variety of reasons.

   

  This request is unusual and detailed, so it was initially sent to the landscaper for their review, as we wanted to make sure we have done the right thing. After some waiting and requests for status, the landscaper finally informed us that this is not a warrantable item because even though specific plants are listed on the *** approved plot plan when the house is in planning, when the actual time for work arrives months later the plants on the plot are sometimes not available due to a number of reasons, from seasonal availability to supply chain issues. When this happens, the landscaper can in good faith use available plants that also meet *** rules, as well as size and quantity requirements.

   

  After hearing this, we could have declined the request for replacement plants at that point, however we decided to do our own due diligence on the issue, to make sure the homeowner was not in jeopardy with the *** rules as they expressed concern when they submitted the claim. One of the entities that this required communication with was the *** itself. Just as the landscaper was slow to respond, so was the ***. We got significant run around until our Permitting Manager made contact with an  acquaintance at the *** who was willing to make a statement on the subject. When the *** finally responded we did inform the homeowner that the *** was not finding them in violation of any rules, and furthermore that the substitution of plants was legitimate. At that time we closed the claim, and the homeowner responded with an email of thanks, but with some concern over the time it took to complete the claim, which we agree with. The email is attached.

   

  We have shown the homeowners worries of being in the wrong with the *** rules, and concerns over not receiving specific plants are unfounded, and that our landscaper acted in good faith, supplying substitutions of the correct size and quantity. This claim has been closed for those reasons.

  Customer Answer

  Date: 02/24/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/17/2023

  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.

  Truland knowingly laid down hardwood floors without leveling them first. Now they are completely messed up. The floors pop and crack everywhere you step.

  Business Response

  Date: 02/28/2023

  This home is 7 years old in March, and is well outside of the warranty coverage period of the flooring. Truland Homes has had no control over this home and we do not know how the home has been maintained during these years, nor do we know what the floors may have experienced that could have caused some sort of failure. The complaining party is not the original owner,and the original owner never submitted a wood flooring issue, either inside, or after the warranty period. We are confident that this is an issue not of our doing, and it is demonstrably outside of the coverage of the warranty contract entered into with the original buyer.
  
  Wood flooring noises can occur as the home ages, and are not an indication of defect in material or workmanship. The current owner stating that the issue is everywhere in the home does seem unusual if that is the case, but a widespread failure like that would be the result of moisture affecting the adhesive under the floor. Things that would cause failure of the adhesive would be improper maintenance, flooding, or extended humidity exposure from a period of power loss (we experienced a major hurricane in 2020) or leaving the home unoccupied for an extended period with the **** off or set too high to effectively dehumidify the home.
  
  Any of these possible causes for the condition reported by the current owner are out of our control and we ask that the complaint be withdrawn for all of the reasons cited above.
  
  Thank you,
  ***********************
  Warranty Dept.
  Truland Homes

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 Lt. 5 in Retreat @ Bon Secour in June 2022 for $498,999. Our new Home Demo was postponed a week due to driveway issues. Upon arriving for the Demo a week later we found the house not ready to be seen. It had missing shutters, broken window and missing glass, light fixtures, and rusted hardware, holes covered by appliances.. Ship lap was missing and bathroom not finished. The drive had been dug up and 1/3 of it replaced with a different color concrete, different texture, sloppy cleanup, and did not match the rest of the drive or walkway. The project manager stated that Truland was not going to fix the issue with the drive and if we didn't take it the way it was, they would tack $33,000 to the price and sell it to someone else. We met with upper management and he agreed the home was not ready. It was then that we gave him a bill for $2,000 for our expenses incurred to meet their closing schedule as we drove 600 miles. We have the addendum dated Oct. 31 that the $2,000 was for travel expenses due to delay in closing. We were then pressured to sign a change to the addendum tying it with closing costs. Nov. 8 we sent an email saying we were not comfortable signing it as it had nothing to do with closing costs. We made another trip for the Demo Nov. 14 in which the interior issues were somewhat resolved but the drive had nothing done to it. Truland's sales rep had us sign another addendum stating we were getting our $2,000 back. This addendum said it was payable at closing in lieu of closing costs, we were told to sign in order to get our money. Truland also stated nothing to be done with the drive so we withdrew our contract to purchase. We did get our ******* money back but not the refund. We wrote to the president and division president about this and never received a response nor a refund for the $2,000. We are asking that the BBB take our complaint for unethical practices and help us resolve the issue of our refund. Thank you, *********************************

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  When we first contacted Truland Homes about their community in ************, we were told by both Bellator real estate agents D. and L. representing Truland Homes that the home we wanted to purchase would be done by Nov/Dec 2022 timeframe. I told each agent we had to close on a home by end of 2022. Both agents said no problem to a Nov/Dec timeframe. At the time, the home was framed and Tyvek wrap had been installed. It was not dried in. We entered into a contract in July 2022. For two months NOTHING was done to the home and we never heard anything from the agent D. whom we dealt with. When I reached out months after hearing nothing to ask about the home progression I was told D. had the wrong email address for me. She had emailed the contract to us so I know she had our correct email address. Two homes started right next door to the one we purchased in Sept and they caught up to ours but still nothing has been done to the contracted home since July EXCEPT HVAC wiring. The reasons for delay we were told "was an HVAC wiring shortage." It is not our fault we were mislead as to completion date and NOW they say March/April 2023 completion??A letter was sent to the agents for credit denial once interest rates reached 7% and Truland says they have the right to keep our $10k ******* money deposit due to the fact we didn't let them know within 30 days of contract we weren't approved. We were fully approved for this home and we purchased this home because of what we were told as to the timeline for closing. I understand construction issues BUT we should NOT have been promised a NOV/DEC closing. We would not have entered into a contract with this company if the two agents would have been honest about the construction delays BEFORE we wrote a contract. They know what they are facing as builder ************** us to get the home under contract. The interest rates have gone up by 3% and now we can't afford the $6,000 mortgage note. No fault of ours!! DO NOT BUY WITH THEM!!