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:08/23/2023

  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 purchased a home from them and it was built 2 years ago. I have mold growing throughout my whole house. My mold guy said it is not normal and that it is either my duct work or HVAC system is not installed properly. I called my builder and explained my situation to them and they won't do anything for me. I spoke to them yesterday and they said it wasn't their problem. He said they wouldn't help me at all. It is under a 10 year warranty. If it is my duct work and HVAC, I would like for them to fix it.

  

  Business Response

  Date: 09/05/2023

  This homeowner purchased their home on 06/21/2021. We provide a 1-year builder warranty and a 10-year structural warranty – both are administered thru *********** ******** ******* ****** The 1-year builder warranty expired 14 months ago.  Each homeowner receives documentation on how to submit a dispute to RWC if they disagree with our decision regarding coverage (page 19 Section B of their warranty booklet). The homeowner should contact RWC if they disagree with our response. Thank you for giving us the opportunity to respond to this complaint.

• Initial Complaint

  Date:08/28/2022

  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.

  This home I bought from trendsetter is the worst home I have ever purchased. I have bought many and this is the worst. The floors are so uneven we can feel with every step. The outside trim from the rain gutters is falling off. Some of our ceiling fans were falling down when we turned them on. All the outside windows have different color of trim some white and some black nothing matches. The carpet has stains all over from the workers walking through and I have had professionally cleaned multiple times. None of the trim on the inside is painted correctly I can drywall and metal showing through. The yard the tried to seed was a joke. I’m still trying to fix the uneven landscape areas where they didn’t fill in dirt correct. In all the bathrooms the floor is also coming up it will not stay flat. All the doors on the inside where not hung right they all make noises when trying to open. Where the carpet areas are the carpet comes up and I have had people come out multi times to fix and every time I have to move all of our furniture every time. Over all this house was $500k and it feels like a $100k home. Total joke and I wish I could do something about this.

  

  Business Response

  Date: 08/29/2022

  Of course as a home builder a review/complaint like this is not something we like to see. I'm sorry this homeowner is so unhappy with their home. I would like to explain our process and what was done with this homeowner. Before the sale of the home, we invite the homeowner to walkthrough the home with the Superintendent and the Customer Care Manager. At this appointment a Buyer Orientation Report is created. On this report the homeowner has the opportunity to point out anything they are not satisfied with and we will address these things before closing. This particular homeowner pointed out about 9 minor items that needed to be addressed. These items were taken care of and the homeowner provided their signature on the report that everything was fixed. Once the homeowner has been in their home for 60 days the Customer Care Manager visits the home and takes a report of any issues they've discovered which would be covered under our warranty. This was also done and 4 items were identified and taken care of. One of the bigger items was addressing the unevenness of their floors. This was taken care of by our subcontractor. I know the homeowner was very upset when the subcontractor had a scheduling issue and had to delay their repairs by one week. But the job was completed, and as far as I knew they were happy with the repair. As far as the other issues listed in this complaint this is the first time we've been made aware of them. If the homeowner wishes to send a list to [email protected] for any issues they have we'd be more than happy to address any warranty issues. Also as far as the mismatched windows, I'm not sure what they are referring to. Their contract shows they chose the Timeless Cedar color package which clearly states black windows in the front and white windows on the sides/back of the home. Thank you for the chance to respond to this complaint. 

• Initial Complaint

  Date:08/22/2022

  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.

  Moved in the first of March 2022. I have had nothing but bad experiences and constantly being put off saying things are normal. Uneven floors by 1 1/4 inch is not normal . Door coming into the house From the garage broke and dropped. Replaced but after 2 weeks the door is falling again. The floor there is falling in there. They are going to fix it but I have been told from many resources that this is a structural problem. I also have crooked walls. They are very good at giving you the run around and making you feel like you are totally ridiculous. Referring me also to the *** warranty company that is red tape and going to side with them obviously since they are contracted with them. I know of one house ********** ******** ******* inspected recommended the homeowner get a engineer. The house now has been completely torn down and being rebuilt. I would absolutely tell anyone considering TrendsetterHomes to reconsider and run.

  

  Business Response

  Date: 08/29/2022

  As a homebuilder, of course we do not like to see complaints as these. But we are not surprised to see this from this homeowner. A lot of the issues she is listing have been taken care of. Her door is not dropping or broken. It has shifted a very small bit due to settling of the house. This homeowner will not accept the fact that brand new homes settle during the first couple of years of ownership. This can cause doors that don't shut properly, small cracks in drywall or concrete etc. It is completely normal. Before the closing of this home, because the homeowner was so concerned of the structure of the home, we paid a reputable structural engineer firm to inspect her home. This engineer found absolutely nothing wrong with the home. The homeowner is still concerned about the structural integrity of the home so we explained to her that the owner of her warranty (***) has to address all structural issues, it's what the contract that both parties signed states. If the homeowner doesn't want to do that then that is her decision.  And as far as what ********** ******** ******* is claiming regarding our company having to tear a house down to be rebuilt it is in fact false and defamatory.