ComplaintsforTRI Pointe Homes Inc

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We moved into our house built by Tripoint homes in Feb 2023. After few months we started noticing a visible seam/joint in our Kitchen Quartz counter top, gaps in the grout of my floor tiles., and between kitchen cabinet and floor tiles.We paid around $11,000 or more for these upgrades. I spoke with customer care representative, ************* care Manager, Director, Vice president about this issue numerous times. None of them is giving me a permanent and satisfactory solution of these issues. All they are saying is, that it's according to their organization specifications, and when I asked about the specifications the document they provided is not supporting their claim. When i discussed they replied that due to the big size of the countertop they are unable to get one long slab, whereas my friend has same size of countertop as mine and same material, her,s is one slab. Other builders are also providing seamless counter top slab.When Tripoint can get one for her, then why they can't get for my kitchen. This seam is so visible and esthetically it's unacceptable in my upgraded beautiful kitchen. for the floor tiles they are saying that due to the type of the tiles, this the best they can do. The edges of the tiles are sharp and it hurts when you walk bare foot on them. Both these issues are not as per the rules of health and safety. I would like to request you to pls look into this matter and help me in getting a permanent solution, which is to change the countertop and get one slab without any seam and tear all the old grout and fill with the new one at the level of the floor tiles. thank you in advance. If you want further information and want to personally see these issues you can visit my home. I can provide all pics on request. Unable to upload here.Pls contact em at ************ for more details.

  

  Business response

  05/08/2024

  As Tri Pointe Homes previously explained to the consumer, the consumer's request for a seamless slab for her kitchen island countertop cannot be accommodated based on the size/length of her kitchen island cabinets and the maximum size of a single slab of the material that the consumer selected for her kitchen island countertop.  As Tri Pointe also previously explained to the consumer, the consumer is mistaken when she claims that she has seen another home with the same size kitchen island and a single slab of the same material that the consumer selected for her kitchen island countertop.  The consumer has been provided with links to the manufacturers site to validate the accuracy of Tri Pointes position.  Regarding the consumer's complaint about her floor tiles, the installer has regrouted the floor and resolved the issue.  Tri Pointe considers this matter closed.
  
  

  Customer response

  05/09/2024

  Tripoint provided me the manufatures photos, but in these pics the seam is at the angles or in L shape, not in the straight linear **** and this is not an acceptable response. I asked them to provide me addresses of the same plan , so I visit and see that the claim they are making is accurate. They did not respond me in this regard. 

  I asked them why I was not informed about the seam when I was selecting the countertop, moreover the size of the countertop is as per their specification. It was their standard siz countertop with this plan. I picked the upgraded countenertop, and paid lot of money for it, so I am not accepting this horrible seam. They could palce the seam in the middle of the countertop to make it look esthetically better rather than at this heavy work area.

  The regrouted the grout, but its looking more horrible than before. The is no neatness in the work. I paid lot of money for this floor, even in the remark its mentioned that I want very close and neat grout

  They have not responded to me about the gap between the tiles and kitchen cabinets.

  Pls help me resolving this issue. 

   

  

  Business response

  05/24/2024

  Tri Pointe met with this customer last week and is in the process of setting an appointment to stain the grout. Tri Pointe and this customer are communicating and working through her concerns.  As this customer is going out of town for a few weeks, she agreed to notify Tri Pointe when she returns for continued discussion.

  Customer response

  05/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Tri Pointe home in the ***************** in August 2022. In 2022, there were supply chain issues/shortage that a few of the things that I designed for my house were changed. We had a lot of issues with the house from day one. Starting with the patched walls to crack tiles, uneven color tiles, uneven cabinets, uneven flooring that the fridge is tilted to one side, nails that sticking out from the carpet, leaking dishwasher, brand new(?) refrigerator not keeping a constant temperature, misaligned doors, uneven handrail color, misaligned front door rubber, etc. I had a never-ending list of problems that needed to be fixed. We constantly had to take days off from work so that they could patch, paint, sand, and trim. The biggest problem was that every time they came to our house to fix one problem, they ended up with another problem, such as leaving a big ******************* on the wall or a paint **** on the carpet. It literally took over 11 months to address the problems; however, the problems with the tilted fridge and uneven cabinets are still ongoing issues. I spent over $5,000 for these cabinets, yet Tripointe did not fix the issues properly and stated that the cabinet was installed unevenly in the first place and that they could only fix so much.My biggest complaint starts here. About a month ago (March 11, 2024), the neighbor complained to the *** that we were making obnoxious noises such as loud banging noises. We explained to the *** that we do not play any loud music or make excessively loud noises whatsoever around the house. We have been doing the same daily activities since day one such as cooking, cleaning the house, watching TV and showeringjust our normal daily routine. We bought a townhouse in 2022 and we never had any problems until now. We had only one neighbor that was connected to our house so we knew who was making the complaint. We tried to be a good neighbor so we went over to their property and explained that we were not making any loud banging noises like he was claiming. We told our neighbor that he should report this to the Tri Pointe Home Builder so that if there is something wrong with the wall, they can investigate and fix the wall properly. We tried to do our part to resolve this issue by informing our neighbor that we were going to contact the *** and contact the person in charge of Tripointe Home to try to inspect the wall or do whatever they can do to see if they can hear anything through their side of the wall on their property. We did contact *** and the person in charge of Contour Tripointe Homes, *********************** and they told us they will see what they can do. We clearly try to tell our neighbor that they should contact *********************** as well to try to expedite the situation. Throughout that month, we tried to be more cautious when closing our drawers or when we took showers in our master bathroom at night because our master bathroom wall is connected to our neighbor's master bedroom. My husband even had to take showers in the guest bathroom instead of the master bathroom so he can try to prevent any noise. I was upset at the fact that he did that because we feel we were restricted from our freedom to do our daily routine lifestyles but we still try to compromise so everyone can be happy. Now that the neighbor is verbally harassing and threatening us to stay quiet in my own home and demanding us not to do anything after 9 p.m., is demented. Now I don't feel safe in my own home and Im scared of being in my own house because of this situation. Im afraid the verbal abuse from the neighbor will escalate into physical abuse. I have a dog and I am even afraid to take him out knowing he might be waiting for me out there. Im supposed to feel safe in my house, neighborhood and community and I do not. This will cause emotional stress to me and I need Tripointe to help me sort out this wall situation, otherwise, we might have to proceed with legal help.(Part 2 will be attached)

  

  Business response

  04/17/2024

  The consumer's complaint involves a dispute that she is having with her neighbor, not Tri Pointe Homes.  With respect to concerns she has about her home, Tri Pointe has attempted to assist the consumer, but she is unwilling to work with Tri Pointe's customer care team. If the consumer has reconsidered, she can contact her customer care representative to move forward with any warrantable repairs.  Tri Pointe considers this matter closed.
  

  Customer response

  04/17/2024

  Tri Pointe is lying. They have NOT attempted to assist me with this poor wall construction problem. When did you call me or contact me about these thin walls problem? (two thin walls between my wall and my neighbor's). I keep all my records of what has been done.  If they are claiming that they attempted to assist me with this problem, please provide me with information ( date and time that you called or emailed). I have contacted the customer care representative, however, they were not going to help with the investigation because they dont want to get involved (I mentioned this on my complaint letter-See this paragraph below)

   

  -------->>> this paragrah.  (((((((After this altercation with our neighbor, once again we reported it to the *** and requested to *********************** that the person in charge of Tripointe Home investigate between the two walls that is connected to our house and neighbors. Today, we were informed by **********************; that they were not going to proceed with the investigation between the two walls because they dont want to get in between our altercation when we are WILLING to try to resolve this case)))))). 

  If Tri pointe is not willing to investigate these walls, I'm going to contact Nevada State Contractor Board.

   

  

  Business response

  04/24/2024

  Tri Pointe Homes disagrees with the consumer's allegations and stands by its position on April 17, 2024. Again, Tri Pointe considers this matter closed.  Thank you.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have had numerous issues with the builder following their standards professionally. They have allowed their contractors to drink on our property while building our house (we have pictures to prove it) cans of Modelo in a 5 gallon bucket on our porch during the build. Walls cracking, foundation shifting, another contractor showed up to do repair work with their girlfriend or significant other in an unmarked non company car. The builder does. It contact the owner of the house for repairs and doesnt respond in a professional manner.

  

  Business response

  04/15/2024

  Tri Pointe and this customer are working together on the warranty concerns.  Tri Pointe will submit a final response upon completion/resolution.  Thank you.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Our initial experience with Tri Pointe Homes Holding Village was satisfactory. The neighborhood was pleasant and the houses were stunning. However, we entered into a contract for a new build at the end of August 2023, with the expectation of closing on April 1st, 2024. We believed that waiting 7-8 months would be reasonable since the necessary permits had already been obtained. Unfortunately, as I write this on March 29th, our closing date continues to be postponed. It has shifted from April 1st to the 12th, then to May 24th, and now we have been informed that it will be further delayed until July. This constant delay is extremely frustrating and disappointing, and it is solely due to the turnover in the construction team and the lack of communication between construction and sales. Additionally, there were verbal promises made that were later contradicted when challenged. I feel compelled to caution others about the potential risks involved with Tri Pointe Homes Holding Village. As a result of these delays, we have been burdened with the expense of extending our rental for an additional 3-4 months.

  

  Business response

  04/26/2024

  Tri Pointe Homes has been in contact with the consumer about the expected closing date of the home.  Tri Pointe will provide an update after a firm closing date has been established.  

  Customer response

  04/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21503917, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a Next Gen ***** from TriPointe Homes in 2020. We upgraded to the upstairs master bedroom and laundry room that the sales person recommended. On 3/08/24 we noticed significant water damage to the guest room ceiling in the lower part of the house, which was below the ************** Bath and Laundry room. Apparently there was a leak, however TriPointe did not install a drain for the laundry room in the upstairs. We contacted TriPointe Homes and spoke with "Bill". At the time the Laundry machine was in the laundry room upstairs, and since I couldn't move it myself (I have a broken back), we had to wait for someone to come out and do it as TriPointe would not move the machine to verify if they had placed the drain in there correctly or not. We finally were able to get someone to come move the machine, and verified they had indeed forgotten to put the drain in for the upstairs laundry room. We contacted "Bill" again, and we are now getting the run around to get the job repaired, as he is not sure they will fix things. Just another example of how shoddy this builder is. All we want is for them to fix the problem that wouldn't exist if they had done the job correctly.

  

  Business response

  04/15/2024

  Tri Pointe and this customer continue to work together on his warranty concerns.  Tri Pointe will submit a final response upon completion.  Thank you.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tri-pointe contractors installed French drain systems at my home and around the community and they're failing. Hard clay **** constantly spills out from underneath ********** meant keep the **** still. Sidewalks are constantly dirty as **** leaks from the drain after every rain and the integrity of the foundation will get worse over time. Tickets and e-mails to tri-pointe representatives are ignored for over a year.Best practice is putting a sturdier retaining wall and running the pipe underneath the sidewalk.

  

  Business response

  03/19/2024

  Tri Pointe Homes has communicated with the consumer regarding his complaints.  The drain area in question is on the consumer's property line between his home and his neighbors' home.  The sidewalk he mentions is public property.  Tri Pointe extended the drain to the sidewalk and added decorative river rock.  As a courtesy, Tri Pointe also pressure washed the sidewalks multiple times.  Tri Pointe completed construction in the consumer's community over a year ago and turned the common areas over to the *********************** which signed off on a community appearance walk throughout the community.  Tri Pointe considers this matter closed.
  
  

  Customer response

  03/20/2024

  I have been logging complaints about this matter for over a year. Tickets have always been closed immediately with no communication. *************************** constantly told me shed get back to me and never would.

  This is a matter of poor craftsmanship. ******* during our walkthrough agreed that the French drains were an issue and that things would be addressed. Then she stopped responding to e-mails.

  The French drains have dumped clay **** on to the sidewalks with every rain since they were installed. This is not the quality I would expect from a tri pointe home.

  Is there someone at tri pointe willing to speak with me? My calls and emails go unanswered.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please refer to the attachment

  

  Business response

  03/19/2024

  Tri Pointe and this customer are working on the claimed issues and hope to have resolution before the end of the month.  Tri Pointe will submit a final response when the work is complete.

  Customer response

  03/19/2024

  Tri-Pointe customer service reached out today and scheduled appointment for the first week of April to do the inspection. 

  

  Business response

  03/19/2024

  Tri Pointe and this customer are in agreement.  The inspection has been scheduled and Tri Pointe will submit a final response after the work is completed.  Thank you.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had over 20 service tickets submitted that were handled for months, let alone the warranty rep not communicating. I involved the area manager, ccd him on all emails, and still not completed. I requested 3 things in September of 2023, but they did not provide any resolution, and barely respond back to my calls or emails now. The warranty rep has blatantly ignored my emailsI have proof showing she has ignored many, many emails, and text messages, and never provided updates. I have been waiting over 3 months for a quote a simple quote. This involves major structural damages to my property that they are ignoring. Worst builder ever by service and overall craftsmanship.

  

  Business response

  03/26/2024

  Tri Pointe and this customer continue to work through the warranty concerns. The March 20th appointment was rescheduled to April 5, 2024.  Tri Pointe will submit its final response when the work is completed.  Thank you.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Building:We were convinced by Tri Pointe Homes, a home for $800k with ****k in deposit required to build our dream home which as per them will be ready in 6 months. We waited for more than a year, after much delays the house was finally ready to close. During this period the communication was chaotic with point of contact changing every single time.Design:Our only requirement was NO carpet, we conveyed this to their team when they got to work. On our first walk we find a small patch of walk-in closet in the entire house that was carpet. Their argument was that the walk-in closet was never discussed hence it is carpet and will cost me $10k more to match with the rest of the house.Closing It was now time to close, to our horror, the appraisal came back at $740k, even this was inaccurate since clearly all comparable homes were bigger and more expensive homes. Now either I have to pay the difference from my pocket or convince TRI POINTE HOME to match the appraisal. What they do is argue that the appraisal is wrong and want a second opinion. With much delays again and no communication the second appraisal arrives at $790k just 12 hours before closing. We were only communicated with the number and they didn't share the report. After many phone calls they finally shared the report which This time had comparable homes that were even more bigger with lake views and bigger lots.The final appraisal comes just before closing and all this time we are on the edge. They now pressure us to close or lose the deposit or charge like $100 a day for every day in delay in closing. We ultimately back down and lose $17k in deposits plus all that time and money of travel from out of the state 3 times during the past year of waiting and the 3rd party inspection fees.Fast forward 7 months after the nightmare closing the home is finally sold to someone else. The home was in the market for more than 180 days and finally after many price reductions the home was finally sold at $625k !!!!

  

  Business response

  01/23/2024

  Tri Pointe Homes disagrees with the consumer and is not willing to refund his deposit.  Tri Pointe offered substantial assistance to the consumer to allow him to close.  Instead of closing, the consumer defaulted under his purchase agreement, and, according to the terms of the agreement, he agreed that Tri Pointe would retain his deposit as its liquidated damages in the event of a default.  There is nothing in the consumer's purchase agreement that allowed him to not close and receive a refund of his deposit.  Tri Pointe considers this matter closed. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They are warranty company for my home. I was able to reach out to them the first time, and they said they would send an email for me to reset my password on their portal so I can put in a ticket for them to come to my home, inspect, and resolve. I never received email. I tried contacting them again and left numerous messages at ************. No response ever. I even called the emergency hotline twice because I had no other options. Staff on the emergency hotline apologized on their behalf and indicated they would relay the message back to the DC/VA/MD Office two separate occasions as high priority. Still No response. My home has structural damage and I need them to come look at it and take care of these issues because my home has water and structural damages due to the build of the home. They need to honor their warranty service to the build of the home as it is structural that has caused water to leak in and causing damage to home/baseboards/walls, and mold. This is unacceptable and the lack of response to customer is unprofessional to say the least.

  Customer response

  03/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*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. ↩