ComplaintsforSilverthorne Homes, LLC

• Initial Complaint

  11/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are about closing on our home with Silverthorne Homes. We started this process over a year ago. We eventually signed the contract 12/02/21 with $10,000 as *******/down payment.. Construction dates keep shifting until they started building in July of 2022. Then first issue was with the builders lender, we were told to use their lender(Silvertone) for ease of transaction. We got preapproval by the lender for ****. But lender/builder were not willing to do anything about the rate(7.25) even though construction did not start almost a year after we got pre approval(Oct 2021). We decided to go with another lender.Some changes were done that we were not notified of, but we let those slide since they were not damaging. The color for the exterior Trims and Sidings were flipped by the *************(white for Trims and Worldy gray for Siding, but the exterior Siding and Trims were painted the other way round. Raised this with the them but they asked us to take responsibility for the repainting which according to them, will cost another $2900. They are not even willing to compromise on anything. I did not catch this mistake made by the ************* when the final changes were made. According to them I signed off on the design sheet. But there were changes they they made that I did not sign off on. We are to get$1500 towards closing, I asked them to use it and another $530 credit for upstairs hallway that they use carpet for(this is another issue still in contention). I was told they cant do that even though my lender is not aware and didnt have the check yet. I know they will try to explain this away, as seen and done from the other complaints Ive seen so far. I try to reason with them and meet them halfway but Silverthorne is not ready to budge/compromise

  Business response

  11/22/2022

  At Silverthorne, we strive to build a quality home, and use the blueprints and endorsed customer selections sheets for reference when a discrepancy arises.
  
  At the pre-construction meeting (a meeting held prior to the home being built where the buyer meets with sales & construction, and reviews the blueprints and selections), the buyers are provided estimated completion months, and are informed thats only an estimate. The buyer had further signed an incomplete development rider, as the homesite chosen was located within a new community that was still being developed. At the time, we were conducting business at a sold-out community that was a few miles down the road, due to the stage of the new community.
  
  When the buyer was first approved, rates were at 3%, and they have now risen well beyond what any lending institution would have anticipated. Silverton Mortgage, our preferred lender, sent the buyer an email early in the process detailing extended rate lock options, but the buyer never locked in. As a builder, we arent responsible for rate increases in the market.
  
  The buyer signed off on the white siding selection at the design center appointment, and the options were again reviewed at the pre-construction meeting (prior to the home being built) by the building superintendent and buyer. The buyer has had the copies of the signed off selection sheets since the design appointment. 
  
  Several weeks after she made her selections, she was informed her bathroom sink material was discontinued, and received an upgrade to a more expensive quartz top. We at times run into backorders and discontinuations, and have within our purchase agreement the right to substitute materials of equal or greater value.
  
  In regard to the comment alluding that they should get a laminate floor credit- they believed the optional laminate hall flooring on the 1st floor was to be installed upstairs. We dont offer an option for laminate upstairs (carpet only), and this was further noted on the blueprint, which is reviewed at the pre-construction meeting (prior to the home being built). 
  
  The buyer decided to change banks towards the end of the build, which pushed back her closing. Per the contract, we charge a daily per diem fee, but waived the fee and allowed the new date.
  
  The buyer texted the salesperson on November 16th, asking to reduce the seller closing cost contribution to the mortgage company, and cut a check for $530.00 to the painter. Pursuant to the signed Closing Cost Addendum by both buyer and seller, the $1,500 is to be used towards required and necessary closing costs and prepaids.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been over one month, I have contacted Silverthorne via ************** plus filling out warranty request twice. I have a septic issue that is covered under there warranty and they will not respond to request.

  Business response

  05/16/2022

  We have responded to **************** multiple times, via text message explaining to him that the warranty for his septic issue needs to be handled through the original vendor who did the work. We have tried connecting the vendor with **************** on multiple occasions explaining what needs to be done. We finally received word last week that the septic company did in-fact go out and start to do what they need to do to get this issue fixed. Again, this is a warranty issue between vendor and homeowner. Thank you

  Customer response

  05/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Silverthorne Builders is building a house for us on our lot. They are not following BAGI building practices per their contract, and I am very concerned about the quality of home they are building for us. I am extremely concerned about our electrical, ductwork, and drywall to start. I am concerned about the structure too. According to BAGI guidelines on building a house the house has to be enclosed after framing has been inspected. This includes exterior sheathing and shingles, windows and doors. Not done. Then when this is complete, they do the mechanical installation. During the mechanical installation they install the plumbing, and mechanical components will be roughed in. Venting, ductwork, water heater, and the **** system will be installed. This has not happened. The shingles were installed on 3/18/22 and the black paper on the roof was secured a few days before the shingles. Prior to the roof being secured the house has been getting rained in and is saturated with water. The drywall was delivered to the house on 3/4/22 and has been rained on and drenched and they have made no effort to dry it out. The drywall is still piled ** in stacks as I write this report, not able to get dried out. Drywall manufacturer said it should be replaced, I sent their documentation to Silverthorne. Silverthorne will not replace the drywall. They are planning on hanging it this week. I wondered why they would not replace wet drywall that *** have mold on it. In their purchase agreement that we signed it says they are not responsible for mold even if it is caused by builder negligence. They don't care if we have a major mold problem in our house. Electrical was installed 2/15/22, the ducts and furnace installed 2/17/22 as water was raining into the house. The furnace guy put in the furnace and then said he had to come back because house was too wet, and he was concerned about electrocution. Driveway install 2/21 with no additive put in for cold. Now has a crack in it 34 days later.

  Business response

  04/01/2022

  Silverthorne Homes is in the process of building a home for ************************************. It is important to note that we have and will continue to follow all BAGI building practices in addition to the local municipalitys ordinances. It should also be noted that ******** hired her own independent building inspector who did not find any structural issues. This inspection was not done per the terms of the Silverthorne contract which states that the inspector needs to be approved before entering the home. In each and every build we bring contractors into the home when the contractor has scheduling availability. This will change the sequence of events from one home to the next. Per the document received from ********, the drywall manufacturer states that drywall should be replaced unless all of the following conditions are met: The source of the water is identified and eliminated the source was rain and the house has a roof.  The water to which the gypsum board was exposed was uncontaminated it was rain and therefore uncontaminated. The gypsum board can be dried thoroughly before mold growth begins(typically 24 to 48 hours, depending on environmental conditions) the drywall dried naturally and we agreed to dispose of the top and bottom sheet of each drywall stack. The gypsum board is structurally sound and there is no evidence of rusting fasteners, paper delamination, or physical damage that would diminish the physical properties of the gypsum board or system each sheet was inspected during installation and deemed to be structurally sound. ************ is meant to withstand moisture because it will be introduced during the drywall finish and painting processes. Additionally, the local building inspector examined the drywall and found no mold. Any concerns about electrical safety are unfounded because electricity still has not been connected to this home. We made the buyers aware that no concrete additive was added to the driveway because it was not required due to the outdoor temperatures that day.

  Customer response

  04/01/2022

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

  Silverthorne Builders states some inaccurate information. The home inspector got permission to do the inspection pre-drywall this was not a structural inspection. Have Silverthorne contact the company for verification that they got permission to do inspection, They did get permission prior to inspection from Silverthorne.

  They are not following Bagi guidelines because states house should have shingles on it and sealed up before they deliver drywall, do electrical, plumbing, and install furnace and duct work, clearly not done. Drywall delivered 3/4/22 everything listed above was done 1 1/2 months before house was sealed and shingles put on. Shingles installed 3/18/22 and black paper was secured a few days before shingles were installed.

  All I want is the drywall to be replaced with dry, intact drywall. The drywall was rained on and in the elements from 3/4-3/18/22. It was wet then moist the whole time. This is way more than ***** hours, this is 2 weeks being wet/damp. The manufacturer says it should be replaced and I have building professionals that say it has to be replaced. the drywall was wet from 3/4-3/18/22 and it still sits in stacks unable to fully dry out. The city building inspector said it is not his job to inspect the drywall. The drywall can not withstand flooding and that is what it went through. Silverthorne, the drywall is damaged and all we want is to have it replaced. Please do the right thing and replace the damaged drywall.
  
  Regards,
  
  ************************************

  
  

  Business response

  04/14/2022

  We have spoken since this rejection was submitted and believe a resolution has been reached that is agreeable to you.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our house on Jan 19, 2022, on February 25, 2022 the main waterline **ming into the house failed. The entire first floor was flooded. The warranty ** was **ntacted, they sent out a plumber to fix the waterline. He advised it was not installed **rrectly by the builders plumber, and it was just a matter of time before it failed. They tore out all the wood flooring, and left the nasty carpet, they also left all the wet wood and pading in my garage until 03/18/2022 getting moldy and nasty, the office carpet had mold and was making me sick, so i tore it out myself since they wont do anything. The warranty guy told me we were not a priority since the water was not leaking anymore. On 3/18/2022 the flooring guy came out, he told me he was advised by the builder there was minimal damage, he stated this is extreme not minimal and the carpet must **me out now. I have not heard a word from the warranty ** since Wednesday 3/17/2022. This house is trashed and there is no excuse for it at all, we are getting nowhere and have **ncrete floors. It looks like a disaster area. I want what we paid for now, this **mpany has been rude, they dont care about there customers they got the money and now forget you.

  Business response

  04/04/2022

  Silverthorne regrets this unfortunate event and is working to get this home back to 100% as soon as possible. A different ************* Manager visited this home on the same day we received this complaint and has flooring replacement scheduled for this week, as quickly as was possible. He has scheduled all other repairs for next week. Any time something like this happens, it becomes Silverthorne *************'s top priority to get it corrected. We apologize for the delays in this case.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our house on March 26, 2021 and moved in on April 8, 2021. From the beginning, we have had issues with crooked walls, broken and missing trim, uneven tile floors, and many other construction defects. We contacted our superintendent for Beacon Pointe and he instructed us to send a warranty request to Silverthorne/Arbor Homes for the items in need of repair. We filed numerous requests through the business website and, after many months, we finally received communication from them to come assess these issues. After being stood up twice, the Director of **************** *********************** and a ******* ************************* conducted a walk-through (October 27) and agreed that these quality issues needed to be addressed and would be resolved. Since that time, we have been unable to get consistent communication with them or an action plan to make repairs. At this time, we are incredibly disappointed that Silverthorne admitted to the lack of quality in the craftsmanship of our house and yet have not followed through on the action plan that they agreed to rectify the construction errors. We have attached a few photos to illustrate some of the issues as well as an email thread documenting one of the appointments they failed to keep.

  Business response

  02/23/2022

  Silverthorne Homes strives to give timely customer service after closing. In this case, we had a combination of communication errors on our part, conflicting schedules and a drywall company who retired and closed their doors. We did order some cabinet specific trim in November that just arrived this week. We have spoken to the homeowner's daughter and have scheduled a new drywall company for March 17 and 18. A Silverthorne representative will be there on that day to supervise the work and schedule all other necessary contractors, per the homeowner's wishes. Silverthorne ************* will work through the scheduling and material delays until all warranted issues are resolved.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a new home with Silverthorne homes and we moved in 16 to 17 months ago. We had many issues throughout this process and had major difficulties with the company from the beginning. However I will limit this inquiry to our present concern. As Part of our home purchase we paid extra to upgrade the homes interior paint package to a choice above the everything white so we wouldn't feel like we needed to come in and repaint the whole house. We did not have a problem with this color until after our 11 month inspection, Which we had to fight to even get people in here to complete work. ( A BBB complaint was filed and that helped to resolve that issue) As part of that inspection they came in and fixed many nail pop's throughout the home. this resulted in a lot of puddy on the walls and white spots left that needed to be painted over. They informed us that painting was not included in this process. We were OK with having to do the painting ourselves of these individual spots since they also offered us a free gallon of paint from thier supplier. Once the work was done, which took us well past our 12 month warranty, it took an additional 3 weeks to get the coupon for the paint. Then with the Holidays we are now getting around to completing the painting and the colors do not match. in talking with others do a lot of painting, it looks like the origianal paint that was used was a diluted version of our color, so now the real color is to dark. In messaging with the new employee in our area, ***** he stated that they aren't responsible for painting after the 11 month warranty work and I tried to expalin the issue and he jsut stated that it is out of his hands. So we are left with a diluted paint on the walls and dark spots where we have had to repaint over white spots from warranty work.

  Business response

  12/29/2021

  *******,

  Thank you for reaching out with your concerns. We apologize for the length of time it took to get the coupon in your hands. In regards to the different colors of the paint, the color will naturally fade over time and even though you purchased the same color that was used with your home it is quite possible the paint mixing is slightly different. We understand this does not address the color discrepancy on your wall. Our customer care team advises cutting a small paint chip off your wall and taking it to ******************************* where they can match the paint color to the color currently on your wall. Hopefully this will help with matching the colors. 

   

  Customer response

  12/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  To use an excuse like the paint will fade over time, is simply an excuse for taking shortcuts throughout the entire home building process. Paint will not fade that much over a years time and it will not fade evenl throughout the home. All the paint in the home is the same color and had it been done properly we would be able to buy the paint that the builder told us to and re paint areas with no issues. This is a problem throughout the home and you can even see areas where the paint didn't even cover everything. You are also able to see through the exterior paint as it was put on as thinly as possible. the issue is there is no quality control over thier contractors and this was proven time and time again throughout the build process. I am tired of having to waste my time and money fixing thier lack of supervision over the people they hire. 
  
  Regards,
  
  ***************************
  

  Business response

  12/29/2021

  As mentioned, paint color can also vary by gallon. We do not water down our paint but the batches we use are mixed by the hundreds of gallons as opposed to a single gallon. This will naturally create slight differences in color. Our customer care team's best recommendation is taking a chip of paint off the drywall and going to a paint store to be scanned. This will help match the color more closely. The warranty on your homes does not include repainting after drywall touchups. We apologize for any inconvenience this may cause. 

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  _ Signed contract with $3,000 refundable ******* money for 90 days _ After 90 days of being unsuccessful in finding land to build multiple requests were made to begin getting refunded ******* money _ agency supplied email verification that we were entitled to refund but to date has not refunded money

  Business response

  10/13/2021

  ****,

  We would like to apologize for this clerical error. Our Silverthorne regional sales manager has reached out to your realtor to confirm and start the refund process.

   

  Customer response

  10/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We have yet to receive any notification from *********** Builders.  Our Realtor was to reach out to the agent "******" with silverthorne but only have had communication through our agent.  Silverthorne has yet to acknowledge our request after sending the signed document they had requested.
  
  Regards,
  
  ***********************
  

  Business response

  10/20/2021

  Hi ****,

  I am sorry our response did not meet your expectations. We recognize there was a disconnect in communication as Silverthorne reached out to your realtor and not your household directly. Our regional Silverthorne Manager has contacted your household in an effort to more effectively communicate with you. We do plan on issuing your refund and are in the process of completing this paperwork. I apologize for the stress this situation has caused and it was not our intention to create a difficult experience for you.

  Sincerely,

  *****

  Customer response

  10/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We were told by a Regional Manager a check is being processed but we have told this since September 9, 2021.  We only got someone to even attempt to reach out to us when this complaint was filed.  I would like to know that this final person we spoke to is really processing the check as they only have 20 days to meet the 30 days that we were told would take to write us a check.
  
  Regards,
  
  ***********************
  

  Business response

  11/01/2021

  Hi ****,

  Our Silverthorne Director of Sales has left you and your husband a message. The check with your refund was mailed last week, we were calling to see if you had received it. If you have not received the check, please call our sales director back and she would be happy to assist you.

  Thanks,

  *****

*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. ↩