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Complaint Details

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Initial Complaint
10/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I bought my house in 2021. The floors were done poorly and had to be replaced more than once. The very last time they replaced the floors, they replaced 1/2 the house with the wrong color and texture. I reported this and they confirmed via email they would fix or pay the market value so I can go elsewhere. I choose the money and they are now avoiding calls, emails, and are dodging court documents. Very dishonest company.
Business response
10/18/2024
We have maintained consistent communication regarding the warranty claim. After careful evaluation, we have determined that the claim for the flooring is valid.
The customer has opted to receive reimbursement for the floor replacement. We are currently awaiting the necessary paperwork to be signed by both parties in order to process the release of funds.
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
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.
Refusing to return ******* money
Business response
05/14/2024
Mr. ******* contracted for his home on 3-31-2024.He added in $50,061.00 in options but could not pay the option deposit required by Tralon Homes. The then acting President ****** the additional deposit due to his veteran status. The company then moved forward with adding those upgrades.

He paid a $2,500.00 ******* Money deposit on 4-2-2024 which was a non-refundable deposit.

****************** then sent a termination to Tralon Homes and its sales team but it was confirmed that ****************** qualified for his loan with Trinity **** Loans. Therefore, ****************** did not have a legitimate reason to terminate and gain a refund of his deposit. Thus, his deposit was retained as by Tralon Homes.
****************** has been extremely aggressive towards Tralon employees of which all correspondence has been documented and saved.
****************** will not be getting a refund of his forfeited deposit. Instead, it will be retained by Tralon Homes as liquidated damages.

Customer response
05/15/2024

Complaint: 21694639

I am rejecting this response because:at the time of cancellation the home had not been started yet. The foundation had not been dug or poured. The reason for the cancellation was incompetence from the sales representative. Saying a fridge cant be placed because of the covenant amongst other reasons. We signed the contract because as she put just trust me I will get you taken care of. Once we signed what was discussed and were told became a completely different situation. The sales rep lied in order to get us to sign the contract. Unethical/immoral company taking advantage of veterans

Sincerely,

*********************
Business response
05/16/2024
I would be happy to discuss the legally binding contract with you and the timeframe whereby we had to start and likewise deliver your house. It's unfortunate that your perception of our sales team is as articulated but they have done sales many times over and our processes are consistent from buyer to buyer and industry standard.
Customer response
05/17/2024

Complaint: 21694639

I am rejecting this response because: your sales agent was new. She had only a hand full of transactions before ours. Everything I asked was a let me check or a flat out lie. So yes that is how it will be articulated. I am happy to continue sharing my experience with others in the veteran community and the **************** area. I know changes could be made because we were told we can make changes as we go or was that yet another lie by your sales agent? We were misled and lied to throughout the entire sales transaction. For transparency how many transactions had ******* done before ours? She was a brand new rep out training who had just came from furniture sales. The simple fact we were lied to from the start and told to trust your agent is sufficient grounds for the return of our ******* money. No work had been started and didnt start for almost two weeks after we cancelled.

Sincerely,

*********************
Initial Complaint
02/02/2024
Complaint Type:
Product Issues
Status:
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.
Tralon Homes has yet to fulfill our warranty. They make appointments than never show up to complete the work. They dont respond to our to ** on line or return our phone calls.
Business response
02/02/2024
Tralon Homes strives for a positive customer experience. The homeowner has been contacted by the area warranty representative and scheduled for the items of concern to be evaluated. Please reach out to the Tralon Warranty either online from the Tralon web page under the Warranty link or by calling the Tralon warranty at ************ option 2 to discuss any future issues. Thank you!
Initial Complaint
11/30/2023
Complaint Type:
Customer Service Issues
Status:
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.
Unresolved Warranty Claims We purchased our brand new home from Tralon in 01/2022. We submitted a list of warranty claims that needed resolved prior to our 1 year was up. We are about to go on 2 years of living in our home and no one will provide me answers as to getting these tasks completed -these tasks include insulation issues, corroding window *****, etc. Tralon schedules contractors to come repair the work but no one shows up and when I do try to call and get information, no one answers or returns my calls.
Business response
12/01/2023
Senior management and warranty representative attended an onsite meeting at this residence on 11/30/2023. it was explained to the homeowner that further investigation would be needed to identify the items as warrantable. It was also agreed that Tralon would reach out to homeowner by Wednesday 12/6/2023 for scheduling of warrantable items. I did also call ******************************* the morning of 12/1/2023 to confirm the complaint was not regarding any missed items. Tralon Homes look forward to getting the warrantable items addressed for this homeowner to be able to resolve this for the homeowner.
Initial Complaint
11/16/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Hi Tralon Homes is the company who bought out Saint Aubyn homes, my builder, during my warranty period. I have had issues because my front porch is falling apart. This was reported right after moving in and I was told to wait until March of the next year due to the weather. And the claim keeps getting pushed. One was finally filed and opened this year but no one else responded or contacted me.
Business response
11/20/2023
Tralon Homes strives for a positive customer experience. The homeowner has been contacted by the area warranty representative and scheduled for the items of concern to be evaluated. Please reach out to the Tralon Warranty either online from the Tralon web page under the Warranty link or by calling the Tralon warranty at ************ option 2 to discuss any future issues. Thank you!
Initial Complaint
09/15/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing to formally file a complaint against Tralon Homes due to their egregious and persistent disregard for warranty issues related to my new home. I am extremely dissatisfied with their lack of response, high turnover in warranty staff, and their overall unresponsiveness to my attempts to contact them regarding unresolved issues.On August 30, 2021, we purchased a newly constructed home from Tralon Homes, located at *************************** At the time of purchase, I was assured that the builder offered a comprehensive warranty that covered various aspects of the construction for a period of one year. Regrettably, this warranty has proven to be utterly meaningless as Tralon Homes has repeatedly failed to address the following issues:- LVP flooring uneven, peeling and leaving gaps and separation. - damaged baseboard to be replaced in a basement bedroom. - newel post base was never stained to match - concrete chipped and cracking concrete in the garage and driveway - concrete at the base of deck stairs is concave and allows for water to pool forming ice and safety hazards. Despite my numerous attempts to seek assistance and resolution, Tralon has consistently exhibited a shocking lack of responsibility and accountability. We have had no less than 3 warranty reps, have left calls and emails on the main that continue to go unanswered. As a result of their inaction and disregard for their obligations under the warranty, I am left with a home that continues to deteriorate, impacting not only my quality of life but also the value of my investment.I kindly request the Better Business Bureau's intervention to facilitate a resolution to this matter. I am seeking the following remedies:Prompt and complete resolution of the identified warranty issues, including necessary repairs or replacements at no cost to me.Improved communication and accountability measures within Tralon Homes to prevent future customers from experiencing similar issues.
Business response
09/18/2023
Tralon Homes strives for a positive customer experience. The homeowner has been contacted by the area warranty representative and scheduled for the items of concern to be evaluated. Please reach out to the Tralon Warranty either online from the Tralon web page under the Warranty link or by calling the Tralon warranty at ************ option 2 to discuss any future issues. Thank you!
Customer response
09/18/2023

Complaint: 20612441

I am rejecting this response because: We did receive a call to schedule a meeting with warranty. This is not the first time we have scheduled a meeting and warranty issues have not been resolved.

I will be happy to accept the builders resolution and close the complaint once the issues with the house are resolved and repairs are completed.

Thank you,
***************************
Business response
09/19/2023
The items in question are scheduled to be evaluated 10/3/2023 at 9 am. Until these items are determined to be warrantable, we cannot schedule for them to be addressed. We look forward to meeting and discussing with you. Thank you.
Initial Complaint
09/13/2023
Complaint Type:
Product Issues
Status:
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.
Tralon has repeatedly been over to fixand repair the loud creak in our flooring from our initial home inspection before purchasing. As well as the cracked and crumbled driveway that was not reinforced with rebar. Our *********** the entire ductwork to be removed and lowered. The last time they showed up the flooring guy stuck cardboard between the floor and duct to lessen the noise. We want the flooring/ductwork and driveway tobe fixed.
Business response
09/17/2023
Tralon Homes strives for a positive customer experience. The homeowner has been contacted by the area warranty representative and scheduled for the items of concern to be evaluated. Please reach out to the Tralon Warranty either online from the Tralon web page under the Warranty link or by calling the Tralon warranty at ************ option 2 to discuss any future issues. Thank you!
Customer response
02/26/2024

Complaint: 20597484

I am rejecting this response because: We have contacted Tralon Homes over and over again to come out and replace our driveway and porch. They poured concrete that froze and has been spalling for the last year. We constantly get stood up and dismissed about our issues. It will cost $12k to replace our driveway and porch and we have only been in this brand new build for two years. We want our concrete fixed.
Sincerely,

*****************************
Business response
02/27/2024
Senior management will travel to evaluate the driveway in contention within 1 week. Tralon homes strives for great customer service and looks forward to resolution of this item.
Customer response
02/28/2024

Complaint: 20597484

I am rejecting this response because: no actions have been taken within the 3 day notice needed for the BBB. Once driveways, walkway and front stoop are evaluated and fixed, we will be satisfied with Tralon. We have had this professionally evaluated by two other concrete companies both of which attest the concrete poured was frozen and did not set properly causing the spalling of our driveway, walkway and front patio.

Sincerely,

*****************************
Business response
03/11/2024
Good afternoon,
We are researching with the concrete mix company to see if there were any issues with the mixing during the time this was installed. We are also sending a contractor to evaluate if the damages were from other cause after closing. Unfortunately, this is taking longer than expected because we are no longer in operations in this part of the state.
Customer response
03/15/2024

Complaint: 20597484

I am rejecting this response because: we have had our own concrete engineer come out and had informed us that our concrete is spalling from being poured in extreme cold weather. It had frozen during the process and continues to chip away. During his examination he noted the sidewalk and curb was not spalling simply the concrete that was poured after which is our driveway, patio and walkway. I have submitted their quote for repairs which will be a tear out and repour of the above mentioned areas. I will be submitting pictures to show the progression as the years have past as Tralon Homes has taken so long to respond to the situation at hand.

Sincerely,

*****************************
Initial Complaint
09/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Our new development home was purchased in March 2022. We submitted several warranty claims prior to March 2023. Initially some workers came to begin work, then the workers changed frequently. Since then we have not been able to contact the warranty representative we were working with, and when redirected to a general warranty department email, the email was blocked. Several claims are still outstanding including several holes in our basement drywall, water damaged doors, and small holes in the drywall around door frames.Timeline;-2.27.23 Field rep reaches out to schedule viewing of items submitted. -3.6.23 Field rep views items and schedules work for unknown date.-3.21.23 2 of 4 contractors show up. One shows up to paint the door but the door hasnt been delivered. One does not have the correct color to match paint. 2 others do not show. We communicate all of this to the field rep and are told work will be scheduled for the week of 4.11.-4.11.23 1 of 4 contractors showed up and left unfinished work.-4.20.23 Tralon rep reaches out to confirm work was completed on 4.11.23. We replied to notify them there was unfinished work. No response. -5.4.23 Tralon rep reaches out to confirm work was completed 4.11.23, again.-5.5.23 We reply to notify them there is unfinished work, as said before. The Tralon rep replies that is what she needs.-8.17.23 Tralon rep reaches out to confirm work completed on 8.8.23. We were not made aware of any work scheduled beforehand and no one showed up.-8.24.23 After a few days of back and forth discussion of incomplete items Tralon rep lets us know a new field rep would contact us to schedule time to see the warranty items needing to be completed. -9.2.23 we reach out to Tralon rep to inform we have not heard from the new field rep. **** email bounced letting us know Tralon rep no longer works for tralon and to email *********************** We forward email chain to ******************** and email is returned as "Message Blocked".
Business response
09/13/2023
Tralon Homes strives for a positive customer experience. The homeowner has been contacted by the area warranty representative and scheduled for the items of concern to be addressed. Please reach out to the Tralon Warranty either online from the Tralon web page under the Warranty link or calling the Tralon warranty at ************ option 2 to discuss future issues. Thank you!
Initial Complaint
09/08/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchased a home from Tralon Homes in Feb 2021. Within a few months I noticed my yard and driveway were sinking. After multiple warranty claims Tralon eventually repaired the yard and driveway. Within six months the yard and driveway began sinking again and was eventually repaired. My driveway has begun sinking again for a third time and Tralon is refusing to correct the problem. The home had a one year warranty but I have yet to have a driveway which has lasted a year.
Business response
09/11/2023
Tralon Homes strives for a positive customer experience. Please reach out to the Tralon Warranty either online from the Tralon web page under the Warranty link or calling the Tralon warranty at ************ option 2 to discuss your issues. Thank you!
Initial Complaint
07/31/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought a brand new home in summer of 2021. After a couple of months a large crack formed in our driveway. We filed to have it fixed under our warranty. Tralon eventually came out and replaced half of the driveway in September of 2022. While the driveway was ripped out I noticed a pipe running across the surface of the ground right under where the crack had been. Without addressing that they re-poured the driveway. Of course a crack formed immediately right where the old one was but even worse. Tralon refuses to even pick up the phone or return calls about this. I just had to rent a jackhammer and bust up the slab myself because the crack had become a tripping hazard for my three small children. Sure enough the pipe is right there at the surface and now with measuring the depth of the driveway bellows to under 2 in depth. Legal code depth of a driveway is 4 in case you dont know. Tralon is a scam company that will leave you high and dry after shoddy workmanship. Run screaming away from this company.
Customer response
07/31/2023
My complaint is both a complaint and a warning to anyone checking on Tralon Homes through the BBB.
Business response
08/09/2023
On Friday August 4, 2023, I meet with ******************** to examine the concrete in question. The concrete was not present at the time of the meeting. In the interest of customer satisfaction and working toward improvement in perception it was agreed that Tralon would reimburse for the one stone of concrete. We are currently waiting on ******************** to present the provided release paperwork for completion. Any questions please feel free to call me *****************.

Thank you,
*************************
Director of Operations.
Customer response
08/10/2023

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. ***** was very fair and accepting of my issue.

Sincerely,

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

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