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:08/16/2024

  Type:Product 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.

  CreekStone has failed to provide a 1-year warranty that is a part of the original buyers agreement. The company hasnt been responsive to my follow up emails and phone calls.

  Business Response

  Date: 08/19/2024

  After review of this customers concerns, ********************** will offer a one year inspection by a third party to review all items with a hands on approach.  The Residential Construction Performance Guidelines, which was provided to the homeowner,  will be reviewed with the homeowner and any outstanding items will be repaired in a timely manner. 

• Initial Complaint

  Date:04/03/2024

  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 went under contract on a new build spec house with Creekstone in spring 2023. We paid over $10k in cash (above purchase price) for kitchen upgrades in July 2023. We closed on the home in October 2023.Since closing, we have patiently been waiting and working with Creekstone to complete quite a long list of unfinished items. Some of these items have been completed, but I would like to make note that this has all come at a large cost of lost time chasing up these items not to mention hours spent at the **************** building department seeking documentation that Creekstone was meant to complete only to find out they did not. We can add a LIEN and other threats of LIENS as well. For the sake of brevity, I will leave out the details for now.To date (4/3/24), we still do not have our crown molding in the kitchen (which we paid for IN FULL prior to closing), we have the wrong kitchen drawer installed and a microwave installed at knee height (which is not installed according to the plan specs or any model home we viewed of the same plan). Additionally, I would like Creekstone to know that despite their contractors visiting on 3 occasions to properly install our dishwasher, the appliance company was still UNABLE to install it until we hired our own contractor to ready the cabinets according to the dishwasher specs. This is ridiculous on a new build, especially a pencil build that they have built many times in the past. Additionally, we have rather large HOLES in our EXTERIOR stucco that need to be patched asap. These are the builders issues due to an exterior light being misaligned and HVAC venting that needed to be completed/redone in the kitchen. We also believe we are missing metal trim that belongs with the fireplace, but Creekstone has not been able to give us a fireplace manual or answer this for us.Lastly, we are missing an entire section of master closet shelving. It was not installed according to the drawings on the building plan.

  Business Response

  Date: 04/09/2024

  CreekStone Homes LLC acknowledges any confusion regarding warranty services and regrets any inconvenience caused. As per the Purchase Agreement between **************** and CreekStone Homes, there is a one-year warranty in place. In the event of discovering a defect covered by this limited warranty, the owner or purchaser is required to provide written notice to CreekStone. Additionally, as outlined in the Purchase Agreement, CreekStone has the option to engage the services of a third-party warranty provider to manage the one-year warranty.
  
  CreekStone Homes LLC asserts that it informed **************** that any discovered defects should be reported through the online portal of Home Buyers Warranty 2-10, a third-party service utilized by CreekStone. This process is aligned with the construction performance guidelines outlined in the Purchase Agreement.
  
  As of April 9, 2024, **************** has not reported any defects following the process outlined in the Purchase Agreement and related documents.
  

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because:

  1. These items are not warranty items through a third party program. They're PRE-PAID or paid at closing items that are INCOMPLETE on a NEW BUILD. 

  Items include (Creekstone has signed documentation of):

  PRE-PAID UPGRADED incomplete kitchen cabinets. 

  IMPROPERLY INSTALLED microwave (wrong cabinet size, wrong height, wrong cabinet drawer). It is Creekstone's responsibility to ensure the cabinets ordered match the microwave spec they picked out for the home. If we had alternative options, this should have been communicated and documented. 

  MISSING fireplace parts (We believe the unsold house across the street has the parts we need. Why is Creekstone not offering these parts as a solution?) 6 months have passed. Such a simple solution seems to elude them? If this is not the case, why is their fireplace supplier not getting us our missing parts and manual? Again, a simple solution.
  

  PAID for Master closet shelving that is NOT INSTALLED.

  DECK posts NOT BUILT to plan or to HOA architectural guidelines, with FINES from the HOA

  STUCCO on Exterior of Home needs to be COMPLETE.

  We can use the 3rd party warranty program for items in need of repair since closing, but not for new items that have been left unfinished by the builder. We would love nothing more than to have Creekstone COMPLETE our PAID for home. As someone who works in the same industry, if we treated our customers in the same manner as Creekstone, we would no longer be in business. I wonder where the standard of care lies within this organization?  They have a DUTY to deliver what has been PAID for.  It's time for a wake up call and to begin operating as an organization that values the families purchasing homes, taking Creekstone Homes LLC at their word along with honoring signed contracts. With a LOCAL organization, one would expect better standards than what has been received to date.

   Sincerely,

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

  Business Response

  Date: 04/22/2024

  Dear ****************,
  
  We have received your voicemail expressing dissatisfaction, as well as your rejection of our initial response to your BBB complaint. We appreciate your feedback and understand the importance of promptly and effectively addressing your concerns.
  
  Regarding the matter of entering defects within our *** 2-10 system, we want to emphasize its integral role in efficiently managing reported issues post-home closing. While we understand your reluctance to use this system, it allows us to accurately assess issues, assign trades, schedule repairs, and ensure timely resolution of your concerns.
  
  Despite being a smaller team compared to larger builders, we are committed to delivering a positive experience. Utilizing tools like the *** 2-10 portal is essential for us to uphold this commitment.
  
  In response to your concerns, we have already acted by contacting our contractors and suppliers regarding specific items mentioned in your complaint, the stucco, deck posts, and kitchen cabinet upgrades. We kindly request that any additional items and relevant photographs be submitted via the *** 2-10 Frontline portal, as per the purchase agreements. We apologize for any miscommunication in this regard.
  
  Specifically, items such as the improper microwave, master closet shelving, and fireplace parts, which were mentioned in your BBB complaint and rejection, need to be entered into the *** 2-10 portal.
  
  Your satisfaction is our priority, and we are dedicated to resolving any outstanding issues you may have. Your cooperation in reporting these items via the *** 2-10 portal will help us take appropriate actions efficiently.
  
  
  Thank you for your continued patience and understanding.
  
  
  Warm regards,
  
  CreekStone Homes
  
  
   
  
  
  ***********************
  
  
  *********************************************************
  
  
  ************
  
  
   

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  Ordered and paid for the shower frameless door 5 months ago. The builder didnt install the door and didnt refund the paid funds. Need the money refund asap.

  Business Response

  Date: 08/14/2023

  CreekStone Homes has been and is working to resolve the disputed change order requested. The change order signed by the purchaser, *****************************, February 16, 2023, does not state anywhere shower frameless door, does state Euro Shower Door in master bathroom (clear glass with nickel finish). Purchaser price of complete Euro Glass Shower door is $1,553 ...  This is the only agreement in writing regarding the shower door upgrade. CreekStone has offered ******************** a refund and this refund amount includes compensation for the base shower door and the upgrade payment. In return CreekStone  requests a release agreement be signed by ********************, which excludes coverage for the shower door and resultant issues, as the shower door will be installed by others. ******************** has the release document and the refund amount.

  Customer Answer

  Date: 08/16/2024

  CreekStone has failed to provide a 1-year warranty that is a part of the original buyers agreement. The company hasnt been responsive to my follow up emails and phone calls.

  Business Response

  Date: 08/19/2024

  After review of this customers concerns, ********************** will offer a one year inspection by a third party to review all items with a hands on approach.  The Residential Construction Performance Guidelines, which was provided to the homeowner,  will be reviewed with the homeowner and any outstanding items will be repaired in a timely manner. 

• Initial Complaint

  Date:08/19/2022

  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.

  Bought a home from Creekstone and no or very little warranty work has been completed and it has almost been a year since purchase date.

  Business Response

  Date: 08/27/2022

  CreekStone reviewed the uploaded documents, letter, and complaint submitted to the Better Business Bureau by ********************** 
  
  CreekStones customer service department will contact **************** no later than September 3, 2022, to schedule an onsite visit and review. CreekStone will review items documented during the new home orientation and will review all items submitted to **** HBW, not excluded by **** HBW, on or prior to August 26, 2022. This condition is pursuant to the agreements previously signed and agreed to by the parties. All service requests post new home orientation must be submitted to **** HBW.
  
  Following the onsite review, CreekStone will prepare a response regarding the action that will be taken. The response will be issued within 10 business days following the onsite meeting.
  

• Initial Complaint

  Date:08/01/2022

  Type:Product 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.

  In April 2021, we went under contract to purchase a house through Creekstone. After several months of delays, we conducted a Punch-list walk on 28 September 2021. The house was officially purchased on 6 October 2021. The same day, we received email correspondence from the Regional Manager, *****, that any incomplete item listed on the punch list will be honored. Over the course of the last 10 months we have had difficulty getting a hold of Creekstone regarding my punch-list items, been given the run-around on how to get the items completed, had items listed as completed multiple time, had items marked as not covered or listed as owner neglect. At this time, I have not received a response to my attempts as communication for 1 monthshortly after all the remaining items were marked as complete despite not being worked.I have included a collection of correspondence (albeit one-way in many cases) over the last 10 months. I obviously cannot include any attempted communication by phone. I have named each document first by the date, to make it easier to follow the timeline of events. All I want is for the builder to finish the work they agreed to almost 1 year ago.

  Business Response

  Date: 08/04/2022

  We are in receipt of **************** customer statement and documents **************** uploaded. The documents total approximately 85 pages. Creekstone apologizes for the inconvenience **************** has experienced and CreekStone will honor our written agreements with **************** and work toward, we hope a satisfactory resolution, this will take a few steps.
  
  Please know that CreekStone Homes may be reached via phone, a number that CreekStone has owned for approximately twenty-five years, **************, and we offer a contact email, **************************************************************. We apologize if voice mail messages were left, or emails sent and CreekStone did not properly respond. We are researching such currently regarding this matter.
  
  A CreekStone Homes representative will contact **************** before August 13, 2022, to schedule an onsite appointment. The appointment and review onsite will take time and will only include items per the documents uploaded.
  
  We will need to review the new home orientation items separately from warranty items referenced.
  
  The warranty items have a specific process in conjunction with **** HBW, following submission the items are evaluated by HBW pursuant to the **** Home Buyers Warrantys booklet titled National New Home Warranty Program, via Section VIII. Construction Performance Guidelines, the booklet is provided at time of the sale and purchase contract prior to closing.
  
  **************** has properly submitted requests to **** HBW previously. The items submitted to **** HBW by ****************, which required builder follow up, now marked complete, will be reviewed during the appointment. If necessary, items will be changed to in-process from complete. If the item was previously excluded by **** HBW, **************** will need to contact **** HBW.

  Customer Answer

  Date: 08/07/2022

   
  Complaint: 17650032
  
  I am rejecting this response because:

  I have reviewed the response from CreekStone Homes and cannot accept it because it is contradictory and underscores the crux of the problem.  There are 3 major problems which all correspond to their business practices that has led us to this point: 1) Failure to communicate, 2) promises which have yet to show substance, and 3) use of the **** HBW to get around their commitments.

  Due to the character limit of the online submission process, I have elaborated on this rejection in the attached document named Complaint-response.pdf.  My objective is simply for Creekstone to address all of my punch-list items like they agreed to on 6 October 2021--not just the ones marked as "complete" in the **** HBW system. 

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

  Business Response

  Date: 08/15/2022

  Apparently CreekStones initial response was not clear regarding CreekStones pending inspection and items to be reviewed. CreekStone, per the previous response, has scheduled a meeting with ****************, at which time Creekstone will inspect all items on the new home orientation list and items submitted to **** HBW, even those marked as Completed within **** HBW. 
  
  If any item is marked as Completed and it is, in fact, not complete we will change the status to In Process." Items on the original orientation list remaining incomplete will be inspected and discussed. Within 7 business days following the inspection, CreekStone will present a proposed solution, including approximate timelines, for each item via written correspondence. Then, following that correspondence and if ****************** in then agreement, CreekStone will work toward resolving the items per the correspondence. 
  
  Our intent is to complete resolve this in a timely fashion, subject to material and labor availability. 
  
  CreekStone will not take any action regarding items excluded by **** HBW and will not inspect these items. If **************** has new items, those need to be submitted to **** HBW.

  Regards 

  CreekStone

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17650032
  
  I am rejecting this response because:

   

  CreekStones initial response was clear and understood, but like this response specifically states they will not honor new home orientation list items which have been marked as excluded.  I will reiterate that these items are contractual obligations which the regional manager, *****, had also stated on 6 October 2021 that these items would be honored and fixed.  For reference, I have attached that email again to the reply.
  
  
  To be clear, as listed in the attachment of my previous reply, the following new home orientation list items have been marked as excluded.
  
  
  - Crack in back patio slab
  - Drywall under stairs per code
  - Patch around duct work, water lines and line set
  - Repair warped siding east side
  - Repair threshold at front door
  - Caulk and paint nail pops
  - Chip in concrete
  - Repair bathroom - scratches in tub
  - Caulk shlutter at bathroom - where tile wall meets drywall along metal edging
  - Silicon shlutter - metal between drywall and tile was not caulked
  - Remove overspray from windows tear off house
  
  
  The most concerning of these to mare are the broken threshold, which has since been marked as damage and negligence of the home owner and the warped siding which can easily result in water damage.  I will again reinforce that every single item listed above were identified and documented as requiring repair by Creekstone a week before we signed for the house.
  
  
  I have agreed to meet with the current general contractor to review these items, including the items marked as excluded.  I will however continue to reject any assertions in this complaint that Creekstone will not honor the items they agreed upon last October which have since been marked excluded because that is a breach of contract by definition.

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

• Initial Complaint

  Date:06/07/2022

  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.

  The siding and trim that Creekstone put on our house started to fail earlier this year. We filed a claim with the siding manufacturer who came out to our house and did an inspection. The inspection report showed that the siding and trim was installed incorrectly and caused failure. Subsequently, we contacted Creekstone and outlined in detail the issues and suggested resolution. Creekstone refuses to correct or offer any reparations for the improperly installed product since over 10 years has passed since we purchased the home. The problem I have with this reasoning is that the siding and trim is warrantied to last 30 years so failure at 10 years is unacceptable. Further, if the product is installed incorrectly after ******************************************************************* time since construction (every day of the last 10 years). In other words, it was installed incorrectly 10 years ago when they built the house. It just took time for the product to fail due to faulty workmanship which ultimately brought the deficiency to our attention. The siding and trim didnt fail within one year, so we are unable to exercise our rights under a one-year limited warranty. The passage of one year does not release Creekstone from other parts of the contract or prohibit them from doing the right thing. Our Purchase Contract with Creekstone states that the house will be built in compliance with standards set forth in the uniform building code as adopted by El Paso County. The building code clearly states that the manufacturers instructions should be followed and further outlines proper flashing and attachment procedures. The code was clearly not followed in the installation of our siding and trim. Creekstones website says that they take pride in our excellence and are adept communicators. We have given Creekstone a chance to take pride in their work and deliver on their promise of excellence. They have fallen short on both fronts.

  Business Response

  Date: 07/01/2022

  Ms.  AjaDae Trent;
  
  Yesterday, we received an email indicating that CreekStone had not responded customer issue; Case # ********: *******************************. We did respond and I also spoke with you briefly. The emailed response sent June 23, 2022, is below.
  
  Please advise.
  
  ***********************
  
  Begin forwarded message:
  From: *********************** <************************************************************>
  Subject: Re: URGENT BBB Response Required!
  Date: June 23, 2022 at 12:36:54 PM MDT

  
  To: Aja'***************** <************************************>
  
  I returned your phone call and called this day after receiving the email below and accessing the BBB complaint, 17326028.
  
  I viewed the three messages, including the suspension warning dated June 17, 2022, and those messages previously reviewed, prior to the suspension warning. I am not sure what to do regarding the complaint within the BBB website. For example when I view the The BBB has received a complaint about your business email or message, at the bottom the What is next step states The Better Business Bureau is reviewing your message. There is no action for you to take at this time. We will contact you when we next require your input. I am not sure who that applies to and when I view the complaint I get a similar message on the left.
  
  CreekStone Developments response to the complaint is below and is consistent with the response previously sent via ***** Certified Mail, Return Receipt, to **********************. CreekStone Development in response to a letter from **************************************, (Consumer") dated May 12, 2022, responded as follows:
  
  Per El Paso County, ******** records, the Consumer closed on the home September 30, 2011, more than ten years ago. Due to the duration of time since closing, CreekStone will take no action regarding the items and matters described and outlined within the aforementioned letter.
  
  For further information please contact my by phone, ************  
  
  Regards,
  CreekStone Development
  
  
  ***********************
  ************

  Customer Answer

  Date: 07/01/2022

   
  Complaint: 17326028
  
  I am rejecting this response because: I dont think they even read my complaint.  The passage of time does not correct our siding/trim which was installed in violation of El Paso county building code. My contract with Creekstone says that they would build the house in accordance to code.  The passage of time doesnt change that. Bottom line is that they installed it incorrectly and refuse to correct their mistakes. I was hoping that they would want to take pride in their work and stand behind it.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/06/2022

  We have previously responded to this complaint.

  CreekStone Developments response to the complaint is below and is consistent with the response previously sent via ***** Certified Mail, Return Receipt, to **********************. CreekStone Development in response to a letter from **************************************, (Consumer") dated May 12, 2022, responded as follows:
  
  
  The Response - Per El Paso County, ******** records, the Consumer closed on the home September 30, 2011, more than ten years ago. Due to the duration of time since closing, CreekStone will take no action regarding the items and matters described and outlined within the aforementioned letter.