ComplaintsforTurner and Son Homes

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our build started in the summer of 2021, and our construction loan was for $375,000, in addition to this cost, we paid somewhere in the neighborhood of $10,000 although they said they are not cost plus. We have dealt with, at best, poor communication, excuses, their staff screaming at us, and outright lies from this builder, and we were at risk of defaulting on our construction loan due to the amount of time it took them to build enough of the house for us to move into. We had an attorney send them a demand letter stating that they will fix all of the issues and our porches, which they signed, so they are obligated to fulfill this as well as their own contract. Upon closing of the loan they were to complete our build and fix any and all issues that we would encounter, issues such as flickering electrical, sewer gas intrusion, paint, cabinets, our porches, grout cleanup, HVAC system repairs, and drywall mistakes. Two months after we moved in we realized that they did not plumb the propane line into our furnace, which led to all of our water lines freezing and forcing my wife and children to leave the house in search of warmth. We have sewer gas pouring into our hall bathroom, which is a health hazard, and they will not have someone fix it. They also will not have someone fix the electrical, drywall, cabinets, the outdoor fireplace cap, or finish our porches( I had my driveway shortened to cover the cost of the porches and propane tank pad). They have had three tradesmen out to fix some issues, but they pull them off of our house before they can complete their tasks, leaving the house looking worse than before they started work. Last year I had to replace the pressure tank (while it was still under warranty) and am owed over $700 by this builder, which they will not pay me. All I wanted was a home built by a company, as this company says, with a legacy of fine craftsmanship. I would also like to note that they are false advertising online and at conventions.

  

  Business response

  06/27/2024

  There are quite a few assertions in this message that refer to issues I am not aware of. However I will address the ones I have been aware of, and my company is more than happy to address any legitimate issues that we have caused. I am aware that the time to build was beyond the time either party would have liked, and our entire industry was suffering the effects of supply chain disruption during Covid. There were several warranty issue that my company addressed, such as the electrical and plumbing issues, so if something has resurfaced and / or theres a new warranty issue thats covered, we would need the specifics. To date, and to my knowledge, we have addressed the warranty issues. I did understand that the Customer had to replace the pressure tank, but understood that he had been in contact with the well company, and was only informed after the fact that the Customer had chosen to replace it himself. Prior to this message, our last correspondence with the Customer was on January 8th, where I had sent a message to the client with an update on everything that had been outstanding, and at that time I had one subcontractor who was actually waiting on confirmation of an appointment from the Customer. In summary, the home has been occupied for over a year and a half, and while my company took longer than anyone would have liked to take care of the issues that did exist, I would ask that any new issues, or issues the Customer feels were left unaddressed from the original punch list, be submitted directly to us rather than through a third party. Respectfully submitted. ~***

  Customer response

  06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: The electrician and plumber that he alleged to have made repairs never showed, the plumber called exactly two times but would never commit to showing. I was never in contact with the well company and *** said that he would pay me back. As for the handyman, the last time he showed he told me that *** said it would be his last time there, leaving his work incomplete. No one has showed to take care of the drywall issues and no one has showed to take care of the porches, cabinets, flooring issues, the outdoor fireplace, and general sloppiness, all of which have been mentioned numerous times throughout the build and in the warranty period, through Slack as well as meetings at the house with *** Turner, ***********************, ***********************, and *************************,if you would like proof of such correspondence I am happy to forward the entire Slack feed to the BBB and the **** I have it all saved to my phone. 

  As for us being in the home for a year and a half, that part is true, but what I am seeking to have finished, repaired, and repaid all has been related within the year allotted for reporting and to the specifications that have been laid out through the in person meetings and on Slack.

  In my assertion that they are guilty of false advertisement, I will call upon my Slack feed and state of my house juxtaposed with their website and social media posts, which, again, I have saved to my phone.

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

  

  Business response

  06/28/2024

  Hello, while I want to honor what the Customer has stated, I must respectfully disagree with many assertions. Memories of verbal communications are imperfect, and theres no real value in simply going back and forth about what someone said.

  Having said that, since this is not the forum for such communication, and since there is a construction contract with a warranty clause that survives closing, Turner & Son Homes will, of course, honor said contract, and expect the Customer to honor it as well. The customer and I have an in person meeting scheduled for next week, where we will resolve any legitimate outstanding issues. 
  

  Respectfully, 

  ***

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Turner and Son Homes built our home. Among the many issues we dealt with, we suspect there is a leak in the shower pan in the master shower. The floors, both in the master bed and master closet, that wall up against the shower have a wet look in the concrete and has a moldy look in some areas. Similar to a leaking manifold that was addressed previously, only this time looks as if theres a bigger issue. We contacted them about it and they said they would send their guy named **** to come look at it after our roof leak was addressed for the 5th time. We recently had a child so we wanted to wait a little bit because of a rough delivery and recovery period. We contacted them time and time again and there has not been a response. We are seeking to get this looked at/resolved. The cost of the home is in the area of 470k.

  

  Business response

  02/28/2024

  ****************** left me a voicemail on February 19th, 2024 (9 days ago) regarding a suspected shower leak. At that time, I was out of town and did not reply until February 27th, after returning to work and investigating the history, reviewing the construction details, and checking any previous warranty issues.

  After reviewing the history, I discovered that the warranty period had expired in July of 2023 (6 months ago). However, I did reach out to the ******** on February 27th, before finding this complaint. I let them know that I would be sending over a contractor to investigate and diagnose the issue.

  Mr. ******** statement that they made repeated attempts to contact my company is a mis-characterization of the fact that they called twice in one day, on February 27th, after leaving the initial voicemail when I was unavailable. 
  

  The home is no longer under warranty, but I have agreed to diagnose the issue anyway, and I will decide whether or not to make any repairs I deem appropriate on behalf of Turner & Son Homes out of sheer goodwill, and as of now I do not consider it an obligation to make any repair. We have not even determined yet that there is any leak, or whether the symptoms reported by the ******** are caused by their own actions. This complaint is unjustified at worst, and premature at best, since Turner & Son wasnt even granted the benefit of the doubt or opportunity to address the concern before the ******** filed this complaint.

  Customer response

  02/29/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We closed on our house built by Turner and Son on February 18th 2022. Prior to closing we had an independent inspection performed along with a walk out performed by a Turner and Son employee to create a punch list. There were several items on the punch list and independent inspection that needed to be addressed. Some of the items were corrected while we continue to struggle with other items being addressed. Since the first email sent to *** on March 11th, several other warranty items have been discovered. We have been in contact with *** Turner about the items since March 11th with isolated repairs being performed. We sent emails to *** on 5/9, 6/29, 7/11, 7/26, 8/30, 11/16, 12/12, 12/26, 1/9, 1/16, 2/10, 2/21, and 3/26 regarding, the open items requesting a timeline or schedule for completion. Each email has been responded to with he is getting with suppliers and Ill have someone contact you for scheduling. Items that have failed to be addressed include: repair of separation in the cabinets, replacement of the front door, cracking in the drywall, cuts they made to the sheetrock in the garage, insulation in the chase, and the outdoor faucet on the west side of the house. The replacement front door has been in the garage for over two months. Turner and Son was notified of the issues well before the end of the warranty period. At this time Turner and Son will not respond to emails or messages. Our goal is to have these issues resolved.

  

  Business response

  04/27/2023

  Good morning. All warranty issues are being worked on, or have been completed. T&S has replied to every email from ****************, and we continue to do so. Sometimes a customer's expectations are that any new warranty issue, such as minor caulking, drywall, and / or paint touch-*** will be handled as a next-day item, but the reality is that as a house goes through its first year of experiencing all 4 seasons, and lumber dries and shifts, the builder will complete re-caulking and touch-*** in a group rather than as they appear. We've experienced many supply-chain and labor delays (the replacement front door took months to get from the manufacturer), and those delays can definitely be frustrating. We continue to work with the customer to get these items taken care of. Thank you!

  Customer response

  04/27/2023

   
  Complaint: ********
  
  At no point did we have an expectation, things would be completed the next day, some of these items have been lingering for months.  I am rejecting this response because there are still items that need to be addressed.  There are still open items such as paint to be completed, the outdoor faucet has not been fixed, front door is not complete and we will not know if the pipes in the chase will continue to freeze until we subzero temperatures again.  
  
  Sincerely,
  
  *************************

  

  Business response

  04/28/2023

  Good morning. Thank you for the reply. Yes, there are still items to addressed, and they will be addressed. I have continued to work with the customer on the warranty items, and at no time has Turner & Son refused an item. We have worked through several already, and will continue to do so. This will be my final reply on warranty items on this job via BBB. The warranty is in effect and T&S is performing according to its obligations under the terms of the Construction Contract.

  Customer response

  04/28/2023

   
  Complaint: ********
  
  I am rejecting this response because there is work still to be done.  We engaged the BBB to assist because we were waiting extended times to get resolution and or were not getting a response from Turner.  We will agree to close the complaint when all work is satisfactorily completed.  

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

• Initial Complaint

  04/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a contract with First Star Homes (dba **************************** Homes) on June 9th, 2021 to build a home on our land in *******, **. The original contract value was just over $438,000, to date we have paid around $400,000. ****************************s Homes committed to building our custom home within **** months. The nature of the dispute is that after nearly 22 months the home remains incomplete. We extended our construction loan two times during the construction process due to **************************** having issues finding subcontractors but after that the bank would not extend our loan any further. We had to move into the mostly built house at that time, but **************************** has refused to complete the home. The home is complete enough to live in (electric, water, etc.) however is not complete and many things constructed is subpar at best. The masonry (interior and exterior) was performed by multiple subcontractors over several months due to their inability to find and retain a competent *****. It is clearly visible as such based on the differences in the width of their mortar lines and the difference in how sloppy they were with the mortar. They failed to complete a plumbing change order that was requested and paid for more than a year ago, provided incorrect hardware fixtures. The fireplace does not operate. They damaged multiple pieces of custom cabinetry that have not been fixed to date, and installed others incorrectly per the provider of the cabinetry. They have not even installed the door k*** or weather stripping on our front door. Additionally there are significant cosmetic and smaller repairs and items that need to be completed. Communication with them is difficult and non-productive at best. We have to repeat ourselves in order to get things acknowledged, but often we are ignored or they just cite delays. The business does not seem interested in finishing the job to standard. Instead they seem to want to collect all the money and do as little additional work as possible.

  

  Business response

  04/26/2023

  Hello BBB, thank you for reaching out. I have attached a response. Thank you! ~*****************************, President

  Customer response

  04/28/2023

   
  Complaint: ********
  
  I am rejecting this response because it omits key factual details related to the complaint and the business continues to delay any sort of progress in bringing this issue to a resolution. 

  I have attached a Word document detailing these points in detail.

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

  

  Business response

  05/15/2023

  Hello,

  Please see the attached letter in response to the rejected response.

  Respectfully,

  *** Turner, President

  Turner & Son Homes

*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. ↩