ComplaintsforStonehollow Homes

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm currently a home owner with stonehollow homes I've complained about my two issues entered in the stonehollow portal before my year up for repairs by contract. My issues my kitchen floor began bulking and garage floor paint splashes at entryway and inside garage looks unfinished I would like them to repairs and finish my kitchen floor and make my garage floor right and clean up the mess they've left .

  Business response

  03/13/2024

  We sincerely appreciate you taking the time to share your feedback with us. Your satisfaction is of utmost importance, and we are sorry to hear about the issues you have encountered with your kitchen and garage floors.
  
  Stonehollow Homes deeply regrets the inconvenience and frustration you have experienced during the warranty process.  We can appreciate the frustration when dealing with wood floors in the kitchen area with the presence of water and we are committed to resolving the matter promptly and effectively.  Additionally, we are equally concerned about the paint splashes on your garage floor and appreciate you bringing it to our attention.  We will investigate the matter further to understand how it occurred and take the necessary steps to prevent such incidents from happening in the future.  Please expect a member of management to reach out to you to discuss the details of your concerns and how we can best address them.
  
  Stonehollow Homes considers the feedback invaluable, and we are committed to using it as an opportunity to enhance our processes and improve the quality of service we provide.  We take this matter seriously and will take all necessary steps to prevent a similar occurrence in the future. 
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought new-build house from Stonehollow Homes. Air Conditioner has been repaired 6 times in the first year and they refuse to replace it. It is a lemon.

  Business response

  10/26/2023

  We appreciate the opportunity to address the concerns raised at ************************************************** regarding their A/C unit.  Stonehollow Homes deeply regrets the inconvenience and frustration they have experienced during the warranty process.  We acknowledge the multiple repairs it required and can appreciate the frustration when dealing with high temperatures during a ***** summer.  As of 9/18/2023, we can confirm the A/C unit is currently in working order.  Our technicians have taken extensive measures to ensure its optimal performance and moving forward we will closely monitor its functionality to prevent any recurrence of the issues.
  
  Stonehollow Homes considers the feedback invaluable, and we are committed to using it as an opportunity to enhance our processes and improve the quality of service we provide.  We take this matter seriously and will take all necessary steps to prevent a similar occurrence in the future. 
  
  Thank you for bringing this matter to our attention. We appreciate your assistance in helping us improve our services.
  

  Customer response

  10/31/2023

  I am rejecting this response because:   This brand new air conditioner has had 6 REPAIRS in less than a year!.  A few of them are FOR THE SAME THING.  It is a lemon.  I don't feel safe accepting this air conditioner.  I am supposed to get a brand new fully functional air conditioner when I purchase a new home.  I don't want to end up spending money on repairs.

  Customer response

  11/06/2023

  Addendum to complaint:  Air conditioner is now leaking into the drain pan.  Upon researching the subject there are 5 main reasons this happens.  They are as follows: 

   

  1.  Defective Drain Pipe

  2. Improperly installed Drip Pan

  3. A/C drain pan has been damaged

  4. A/C Evaporator coil is frozen

  5. Drain pipe is clogged

   

  None of this is acceptable for a new properly installed air conditioner .

   

  Sincerely,

   

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

  604 *********.

  **** ** 75409
  

   

  Business response

  11/20/2023

  Stonehollow Homes appreciates the continued engagement regarding the A/C unit concerns at ***************************************************  We understand the importance of ensuring the satisfaction in accordance with our agreements.  In response to the recent communication, Stonehollow Homes wants to reiterate our commitment to addressing the issues faced with the A/C unit.  We take the customers feedback seriously and have taken additional measures to investigate the root causes, ensuring a more permanent resolution.  Stonehollow Homes would like to highlight, as per the purchase agreement and warranty terms, we have diligently adhered to our commitments.  We can appreciate the inconvenience experienced due to the repeated repairs, and one can be assured we are committed to resolving the matter comprehensively.
  
  Stonehollow Homes has scheduled with the customer to have the exterior unit changed out Monday 11/27/2023 and will have a senior technician conduct a thorough inspection of the A/C system again.  This will provide an opportunity for us to address any specific concerns and ensure the A/C unit is operating at its optimal capacity.  We value the customers feedback and our goal is to restore their confidence in their home.
  
  Thank you for your patience and understanding of the warranty process.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The builder has screwed so many people over and I'm just another victim. The builder forgot to install my house exterior lights and I'm the only house in the neighborhood without them. They continually make excuses and never tell me to my face that my requests have been denied. They simply wait until the warranty expires and they give you the middle finger. Already I had the owner of the company promise to fix things but that was a lie. I've left so many messages, emails, social media posts asking for follow up and I got ghosted. They refuse to communicate with me on the matter.

  Business response

  02/02/2023

  
  The Director of Operations met with the family on-site to address their concerns on 10/21/2022. The situation was unfortunate and the lack of communication or understanding early in the pre-construction process led to the current state of frustration for the family. Stonehollow Homes honored the terms of the purchase agreement, and the Director of Operations sent an email (attached) on 10/26/2022 to the family stating all items have been installed per the purchase agreement. The email sent to the family had attachments of email conversations from the community Sales Manager along with the electrical plans, purchase agreement, community specification and a marketing floor plan where electrical items were added on the floor plan.
  
  The frustration escalated further with bad reviews from the family on social media platforms on 1/23/2023 and a message was sent to the family stating "we are sorry to hear of your less than positive experience; customer satisfaction is our #1 priority. Please give our main office a call so we can discuss any issues you may be having **************." The family also sent a message into the Stonehollow Homes website on 1/23/2023 at 12:15 pm CST stating, "I need **** to call me ASAP before I get out of hand". The Director of Construction called the family on 1/23/2023 at 12:57 pm CST letting them know **** would not be able to return calls until the end of the week and if he could address any concerns they may have with their home. The family stated, "You already said No and could not help them".
  
  The Director of Operations also had an engineer from ********************* scheduled 10/27/2022 to address foundation concerns the family had with cracking in the exterior brick faade. A report was generated and emailed (attached) to the family on 11/11/2022 at 10:35 am CST. The report came back clear with no issues to the foundation. A request was made to schedule a ***** to the home to repair/replace any cracked brick and add a couple additional expansion joints on each side of the home.
  
  Currently the Stonehollow Homes Warranty Manager is working with the family to schedule contractors to address and/or repair items on a 3rd party inspection report provided by the family.
  
  
  See Attachment/File: **** ********* - *********************** BBB Complaint.msg

  Customer response

  02/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  During the pre construction meeting the exterior house lights were never mentioned as an upgrade. I spent over 50k on upgrades you don't think I'd spend another few hundred for house lights?!?! The company will say this and that but at the end of the day they messed up and will make excuses. Not the builder type you will want to work with after spending hundreds of thousands of dollars on. Don't work with a cheap company and if story. I'll be happy to go to the open house and let everyone know how I feel. This company has screwed over the whole neighborhood. Simply ask anyone here in ****** ************************* **. It's cute that they would list regular warranty items they are fixing and acting like they did so much for me. After over *********************** the first year of living here I can't say this company has done much of anything good for any homeowner in the neighborhood. Around 15 neighbors came to my house to complain about the company to **** the owner once they learned he was visiting my house. This occurred on a week day around noon so these people left work to address him. That's how bad it is here folks. Don't let then fill you. Just ask around to the owners here.

  Business response

  02/04/2023

  ***Document Attached***
  
  See Attachment/File: **** ********* - *********************** BBB Complaint.zip

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning, entire driveway and sidewalk had to be replaced due to them not following city code.Our grass had to be replaced twice, due to dead sod and corn fields still growing in our yard. Our sprinkler system broken/not working.workers came out to fix the grass again, told them where our fiber optic was, mins later cord was cut unable to work for 3 days. Not reimbursed. And was told by our POC, they don't handle things like that.Primary fan didn't work, the piece they installed was broken. We have stains and a shoe print around our bathroom toilet.We had a major leak from our kitchen island, that resulted in them ripping out all of our floors, and our entire kitchen, leaving us in an uninhabitable home for almost 2 months with a toddler. They didn't even want to rip out all of our floors or check for moisture and the bedroom against the kitchen was also affected.They came in multiple times, and continuously rip out chunks of the floor, which were proven to be soaked with water and mold. And the company coming out and ripping up the floors never cleaned!They wouldn't even vacuum even after asking multiple times to please clean. We had to clean and use our brand new Costco cordless vacuum, which we were promised reimbursement.The sub contractors hired, that work for Stonehollow, came to fix the problem and let us know these problems were already here..Made us take photos of the damage that was done so they were not held accountable for poor craftsmanship.The plumber that came out and repaired the initial leak told us that this leak had been here for a while now. Our contractor told us that he is shocked it passed city inspection. We saw the granite that was installed around our stove top was cracked and they tried to glue it back.They installed a different granite for stovetop.Our front door has a huge chip out of it and still installed it.primary shower pan was installed with rust! Tried to sand it out. Then spray it! Much more to say, limited space here

  Business response

  02/08/2023

  Business Response /* (1000, 5, 2022/11/21) */ Stonehollow Homes and the customer have been in communication on the status/schedule for all repairs to be completed. The frustration came from the lack of communication when a previous employee resigned at the start of the project and the project manager was on vacation at the time. The job sat idle for a couple of weeks after demolishing of the kitchen cabinets and the water extraction process. Once back from vacation, the project manager scheduled all repairs from the demolish and the installation of wood flooring. There was also lack of communication from the subcontractors which added to the frustration. The subcontractors would either show up unannounced or not show up at all for a scheduled appointment with the customer. Stonehollow Homes offered compensation for hotel stay and a per diem for meals during the re-construction of the kitchen. The customer denied compensation and wanted to seek counsel instead. Stonehollow Homes would like the opportunity to address any outstanding issues remaining.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I decided after much searching to purchase a Stonehollow home in Sherman, Texas. We wanted a 3 car garage. James K****** picked out a lot for us and when we signed the contract the 3 car garage was added. Right before we were to meet with the contractor, I was emailed that they couldn't put a 3 car garage on the lot that was on the original contract. We asked if we could switch lots. James K****** said yes. We drove to the site and walked the property with James and chose the lot we preferred of the two that could support a 3 car garage. He said he would email a cancellation document for the previous lot. We got the cancellation document and signed it and returned it. When he sent us the new document for the new lot, the price had gone up 45,000 dollars. We were never told that the price would increase so much from our original contract. We had been told that the once we signed a contract the price would not increase. If we had been informed about the price increase, we would have made different decisions. Mr. K****** has made no attempt to contact us regarding this matter.

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/04/01) */ The Director of Operations and the community Sales Manager met with the family to address their complaint. The situation was unfortunate early in the pre-selling process with their initial lot selection unable to fit a 3-car garage. The lack of communication led to the frustration with the cost of raw materials increasing daily. The cost of the home increased well over 10% and the family was not aware of the escalation clause in the purchase agreement. The initial sale price would have been adjusted weather on a new lot or the original lot should a 3-car garage have fit. The **** family, on the day of the meeting, contracted on another home due to the construction time frame and the current situation with an increased sales price. A cancellation to the purchase agreement has been executed and all earnest money has been refunded.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I bought a Stonehollow Home in 2019 at Live Oak Creek Community in Fort Worth, Texas. We started having trouble with one of our toilets. We contacted a plumber to look at the problem. As you can see in the attached photos, the toilet was installed improperly. As a result, we incurred a charge of $772.84 to fix the poorly installed workmanship. We believe that incurring a charge to repair a poorly installed toilet, that was hidden for two years is unjustified. In the best interest of Stonehollow Builder's reputation and customer support, we would like a response and possibly reimbursement for having to repair a poorly installed toilet.

  Business response

  01/21/2022

  Business Response /* (1000, 10, 2021/12/01) */ Contact Name and Title: Tom M*****/Director of Op Contact Phone: ************ Contact Email: ************************ Mr. *******, Please accept our sincerest apologies for the frustration you have experienced. The initial complaint was sent to the wrong email address and the first time we were aware of the situation. Stonehollow Homes will resolve the issue and cut a check to you for the repairs in the amount of $772.84. In the future please use our website at ******************************** to submit a warranty claim. Thank you, Tom M***** Director of Operations Consumer Response /* (2000, 12, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company stood by its commitment and did provide good customer support.

*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. ↩