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:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27, 2022 I paid Trinity $1,458.00 via ********** *or replacement and installation of a new front door. It is my understanding that they could not obtain the door in a timely manner. On November 11, 2022 Trinity confirmed via email to me that they would process a refund for me the following week. I have never received a refund and Trinity has ignored multiple emails and text messages in the last seven months and even locked the door to your office when I attempted to obtain a refund in person after being told someone would be there to issue the refund. It has now been over a year since I've paid them, yet they never received any goods or services and have not received the refund.

• Initial Complaint

  Date:06/12/2023

  Type:Order 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.

  Trinity Home and Exteriors is a poorly managed business who will lie and lead on the customer with promise of work and no follow through. First and foremost they are NOT accredited by the Better Business Bureau but advertise that they are (footer of e-mails). The following complaint is also inline with other complaints filed through the BBB and on other sources that hold reviews by other customers who have held contracts with Trinity. As of June 12,2023 Trinity has reached out to finish the project some time this week. Since in past history (will see in attachment) that they fail to follow through on showing up when they say they will. My husband and I have declined them to finish the job as we do not trust that they will show up when they are supposed to. Please see attachment with timeline - The time line is complied from e-mails between my self and the company both parties have the same e-mail threads and text messages.

  Business Response

  Date: 06/13/2023

  We are sorry to hear about your decision **** *******  Attached are copies of our conversations via *************.  A punchlist of items was given to Trinity on January 10th and completed and accepted by the customer on January 12th.  On April 12th Trinity reached back out to **** ****** about her balance due on the account (final Payment).  At that time **** ****** provided an additional punch list of items.  Trinity has attempted to perform these warranty needs, however due to a wet season multiple scheduled visits have been rained out.  **** ****** house paint was commenced in October and experienced much of the same very difficult scheduling issues regarding painting of a home and exterior repairs.  These are not able to be performed during rain, poor weather or cold conditions.  While we are understanding of the frustration caused by weather it is quite literally out of Trinity's control and unfortunate that scheduling has been an issue.  However we remind the customer that they have an outstanding balance and Trinity has continued to perform and schedule while the customer has not paid their balance.  Per our contracted agreement the balance is to be paid and Trinity will perform any additional warranty work as indicated.  As a gift to the customer Trinity did offer and has purchased custom shutters for the home.  The installation of this gift (not charged to the customer) is noted on the workers card to be installed upon final payment.  This payment has not been received.  Finally as a reminder to our customer and to those who read this statement in response.  An initial quote for work was given; additional repairs and damages including a door stop on the customers punchlist January 10th was identified; no additional cost were charged to the customer, Trinity honored their initial bid and performed the work in a workmanlike manner; a list of the additional repairs required are listed below:

  Power washing of the exterior of the home identified the prior paint used was interior latex paint which required complete removal due to lifting from the homes siding.  Additional power washing and over 16 hours of scrapping were required.

  Additional trim in disrepair identified during power washing, approx 60LF of trim was repaired at no cost to the customer

  Due to the amount of the additional repair the home required additional priming and paint, these cost did not get charged to the customer

  The customer required Trinity through their punch list to repair items such as door thresholds before accepting the job as completed.  These items are not included in the bid but completed at no cost to the customer

   

  The customer can clearly see Trinity Homes interacts and responds to all BBB complaints or needs.  The BBB rates business based on this and other factors.  Trinity Homes has chosen to not engage this year with BBB cost associated with accreditation but will continue to respond as necessary.  Trinity in place of the BBB is part of NARI a nationally recognized organization for builders who upholds Contractors to the highest standard including providing resources and training to contractors and their employees.  The BBB has supplied Trinity with a rating and materials to continue their professional relationship.  Above all, Trinity does not "lie" as the customer has stated here.  Trinity might tell you the hard to hear news such as delays but we always communicate and are very open about needs.  This is very apparent in this situation as Trinity has accepted to work for the customer without payment as agreed.  

  Customer Answer

  Date: 06/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: There was no resolution. I offered a solution of having a third party pick up the shutters (included in our signed contract) but they rejected that. Their response to our complaints is that we are being unreasonable and we need to pay the balance to get our shutters since they are a "gift". Weather cannot be an excuse for not completing a  house painting project in 9 months (started in September now June... still not done). In addition to I would like to add that the "warranty" work they claim we continued to ask for was not warranty work. The work we continued to ask for was agreed upon work in the original project. If they did not intend to put the slats back where the shutters had been, they should not have disposed of the shutters when they took them down. Attached are photos regarding the shutters being part of the original contract as well as the shutters being offered instead of an intended discount. Photos have been cropped to protect privacy of both parties. 

  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:08/11/2022

  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.

  We signed a contract for a bathroom renovation. The contract included (but was not limited to) "Plumbing, below grade, To include:Remove and replace all exposed plumbing in bathroom and in unfinished area below bathroom". The entire Contract and Scope of Work can be provided as an attachment. The work done has been poor quality, they have taken over 15 weeks since beginning and we have exhausted our attempts to have him correct the following issues: The shower and bath plumbing appear to be done incorrectly. The shower faucet runs while the bath faucet is on. We are hiring another plumber to inspect and correct the work. The sink leaked after initial installation onto the newly installed cabinet and caused water damage. The sink was tightened but the damaged cabinet was not replaced. There is an electrical issue that appeared during the work they were doing. The lights in a bedroom and hallway laundry closet no longer work after they worked with the electrical wiring to the bathroom. We are hiring an electrician to evaluate and correct this. Our kitchen was flooded during the project. There was water damage in the bathroom below us and in the kitchen. They still have not fixed the damage to the cabinet caulking and trim in the kitchen. They also promised to do a mold test but never performed one. This is a health risk and my wife is 36 weeks pregnant.

  Business Response

  Date: 08/12/2022

  Trinity Homes entered into a contract with ******* ********** *** * ** ** ** ****** **** ** *****, on January 26 th , 2022. See attached. Work began on their scope of work approx.
  May 2022. As indicated in the attached contract for invoice # **** a Bathroom was to be
  remodeled. The Remodel included the removal and replacement of existing items including a
  tub, valve, tile for shower and floor, sheetrock repair, vanity and sink, toilet and replacement of
  existing fixtures and lights including switches if required. Trinity Homes gives customers a
  complimentary 4 hours of design service at no charge to assist in their choice of materials but
  make no choices for the customer.
  During Construction the ********* met with **** of prousource and *****, our design
  consultants. ******* struggled with choices and subsequently made choices well over budget.
  On June 1 st 2022 Trinity reached out to the clients regarding timeline and budget. See attached
  email. ******* had gone well over budget. Trinity stated “if you are acceptable to the increases
  let us know so we can send a change order, or lets keep shopping.” Additionally, Trinity notified
  the customer of other items including timeline outside of cabinetry and tile choices/needs and
  testing that was being performed for mold worries. This test was performed as indicated and
  reached no result requiring needs. The concern was unfounded from the beginning, but Trinity
  always looks to make our customers most comfortable in their project. Lastly while
  understanding that ******* had such difficulties with deciding on tile Trinity offered a “house
  warming” gift to the ********* and their soon to be new arrival by discounting the additional tile
  installation for the ornate wall. Subsequently after a week of meetings and emails the Schippers
  decided to add change order #1 signed June 7 th 2022. This allowed building of the cabinets to
  commence but was over two weeks delayed due to indecision. The cabinet boxes were installed
  July 5 th 2022. It was decided to install the box first to allow our countertop template to not be
  rescheduled. ****** ***** templated the countertop the same day, see attached email. The
  customer was notified the install of the countertop was scheduled July 12 th between 9-11 am.
  Those appointments where made, confirmed and on time. The cabinet installer finished their
  installation of doors and drawers on July 28 th 2022. See attached email July 26 th 2022. Trinity
  Home’s subcontracted painter and Trinity Homes worked over the next week and a half to
  complete the project. Some delays in the project were present, all of the delays present were at
  the hands of the customer who multiple times turned away sub contractors, missed scheduled
  appointments for installation, and delayed needs for product selections.
  Trinity Homes completed the project August 8 th 2022. A walkthrough with the painter
  was performed as well as a walkthrough with the owner of Trinity to ensure no further needs
  existed. ******* had contacted Trinity Homes prior to complain that she did not like the finish
  on the barn door that she had chosen and demanded it was changed requiring a complete new
  installation. Trinity Homes performed the new installation at no cost. The customer was billed
  for their outstanding balance that was at this time over 30days due for their agreed and signed
  change order in addition to the final payment. The customer sent an email on August 10 th 2022
  with further “needs”, see attached email. These needs included a new discovery of an electrical
  issue in another part of the home the homeowner thought we might have caused. As indicated in
  the list provided July 26 th 2022 only a week or so prior no claim of this issue had been made.
  The customer was now stating this issue had existed since May 2022. The customer was notified
  that most if not all of his request feel into warranty issues and or issues outside of the scope of
  work that typically are handled through warranty, after payment is made and scheduled as
  service calls. However as a good faith effort Trinity scheduled the service call for the next day
  August 11 th 2022.
  
  
  August 11 th 2022 Trinity performed work as indicated by our timestamped system,
  ********* ***. It was identified that the mixing valve for the shower required a new cartridge.
  The customer was notified that the issue is indeed a warranty issue with the manufacture and that
  Trinity will coordinate the ordering of the part and installation by our subcontractor under their
  warranty. Additionally, the customers punch list was completed including investigation into the
  new electrical issue. A potentially dangerous ground fault was identified in the customers
  existing electrical system, specifically in a fan that was causing a ground fault of electricity to
  metal conduit. The customer was notified of the dangerous potential and offered to have ****** ******** dispatched immediately to the job site to have the issue repaired. The customer refused
  the service and stated “******* and I will discuss how we want to handle it and let you know”.
  The issue was documented, see attached photo, and the customers response noted in ********* ***. Finally, a walkthrough of the work was completed with the customer. The customer was
  unhappy that the painter had missed a 3 foot area above a cabinet in the kitchen when caulking
  and painting. Trinity inquired if this area was marked with tape as requested and or if the painter
  was notified of the need. Mr ********* indicated he couldn’t remember. Trinity again, outside
  of what is required, stated they would send the sub contractor back to site and offered that if
  anything even outside of the contracted items needed touched up in their home please let the
  painter know he can be on site for two hours that will be charged to Trinity. The customer
  signed off on the work with ********* *** and stated their acceptance of the plan for warranty
  work. The final invoice was again sent to the customer at the end of the conversation. Trinity
  left the home without payment although the customer stated in his email that he would make a
  payment after what he considered to be issues were addressed.
  Within hours of the accepted repairs the customer emailed their request to not have
  Trinity back to their home and their intention to file this complaint. The customer in this
  complaint seeks a refund. However, the customer is in fact over 30 days past due on $3,000.00
  of their contract and is now past due for the final payment of 10%. The total the customer is past
  due is $5801.98, almost half of their original bid for work. While unfortunate from time to time
  companies run into customers who’s intention was always to receive something for free. Trinity
  Homes performed quality work, see attached finished photos. In fact Trinity performed work
  outside of the customers scope to help the customer feel more comfortable with their own
  
  choices in materials. The customer has at this time voided their contract and is due for the
  amount in full. Trinity values our 5 star ratings including an A+ rating with BBB. This
  frivolous complaint and refusal to pay are another example of the harassment from the customer
  regarding this installation. The customer states and affirms “issues” without any information or
  inspection from a professional. When notified of a need outside of our work that was a potential
  danger to the home the customer did not accept a licensed electrician being dispatched directly to
  the home. Finally, per the contract any complaints or need for further information or other
  subcontractor is agreed to be done through subrogation. The customer has again refused to work
  within the limitations of the agreed contract and seeks to manage the needs without expertise or
  within the agreed terms.
  
  Trinity Homes
  ***** * *** ** ** ****** ** ************ *********************

  Business Response

  Date: 08/17/2022

  I wanted to provide a follow up on this complaint, ********.  Attached please find emails from the customer and further action by Trinity.  The customer emailed after providing this complaint and continues to demand warranty work from Trinity.  As we honor all work we provide, a plumber has been dispatched and repaired the demanded repair.  However, as the customer confirms in their email, they have still not paid their invoiced amounts.  Again, Trinity is providing warranty work, has completed the contracted work to be completed in a timely and workmanlike manner with a great quality finish and the customer continues to withhold payment and not complete the contracted amounts.