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:07/19/2023

  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.

  Trophy homes was suppose to repair/install from our Rule 11 and they sent out contractor that barely spoke English to cut on wrong side of our house and now they are trying to justify their mistake. I dont think its the entire company its just certain people that are upset because they messed up my new home and now they dont want to honor their warranty. *** never dealt with a builder this unethical. Their previous contractor that initially built our home installed tile on fireplace and since the Sheetrock has cracked, Trophy Homes is again not honoring their warranty when it was submitted before warranty period was up. This is a shame that I have to go through this with them.

  

  Business Response

  Date: 09/08/2023

  Issues should be submitted through the online warranty form, so our team can address each issue and determine if it falls under the homeowners warranty. Often aesthetic cracks are not covered under warranty, but every concern should be reviewed and confirmed with our warranty team.

  Customer Answer

  Date: 09/08/2023

  I am rejecting this response because all Trophy has done since day one is reject my major claims.  I have sent them documentation showing them proof so it's been a long drawn out process by their team.  I submitted information to the structural warranty company and they are waiting for Trophy to respond.  I find it weird that the structural warranty company sent me correspondence saying they are waiting for Trophy's response and all of a sudden they respond back to BBB.  They have been over bearing in this process and still haven't provided documentation showing that they cut on the wrong side of our home and ********************* will not provide me any information.  ********* tells me that I will have to speak with Trophy Signature Homes to get the issues resolved.  I've had companies come out here and say how can Trophy deny this with this home looking like this.  We spent $800k for Trophy to deny us of what they claim is a "Luxury Home" so you let me know if this looks like luxury to you and if you would spend $800k and your home looked like this from the time you close and the reason I never signed off on final walk thru.  I look forward to receiving back a response in a timely manner.

  Thanks

  ********

  Customer Answer

  Date: 09/08/2023

  Here are more pics and a large foundation crack that they tried covering up.  They had to replace half of my bathroom tile an entire shower bottom were crack was located into the living room

  

  Business Response

  Date: 09/14/2023

  Thank you for bringing this to our attention. A legal settlement has been agreed upon with this homeowner.

  Customer Answer

  Date: 09/14/2023

  I am rejecting this response because they didn't do what they agreed.  Also, I submitted a new foundation claim in which they denied like they always do.  Never experienced a builder who doesn't own their mistakes to make their wrongs right.  It's obvious from the pics that there's  problems to resolve that they are not taking responsibility for.  There is definitely some unethical issues going on.

  

  Business Response

  Date: 09/18/2023

  *******,
  
  ********************************* has signed a settlement with us, but still keeps making claims. Please advise.
  
  **********************;
  Vice President of Marketing 

  

  Business Response

  Date: 09/20/2023

  Hannah, 
  
  See summary from our legal team below and the agreement attached.
  Thanks so much for your help!
  
  **********************;
  Vice President of Marketing 
  TROPHY SIGNATURE HOMES 
  C: ************
  **********************************************************;
  *****, ***** 75024 
  trophysignaturehomes.com 
   
  
  From: **** Suit <****************************>
  Date: Tuesday, September 19, 2023 at 4:38 PM
  To: ********************* <******************************>
  Subject: RE: You have a New Message from BBB serving North Central *****, Consumer Complaint #******** 
  
  This is the settlement. Par. 1 relates to the expansion joint issue. Weve already repaired this issue based on the report from ********************* that is referenced in the settlement and it is the only repair they recommended and that was agreed to in the settlement regarding the ******** current claims. That report from Childress also confirmed there was no structural issue with the home. Moreover, for any cracking in the brick at the joint expansions, after Trophys inspection and consulting with Childress, it is clear these issues are due to the ******** post-closing work that was not overseen or authorized by Trophy and that drastically altered the drainage plan. Specifically, the ******** installed a pool, removed significant amounts of sod and replaced it with turf, changed the irrigation system, created a mini-golf area, and installed a large amount of stonework that drastically altered the drainage and diverted water to locations not intended by the original drainage plan. As such, any issues related to or caused by the post-closing work that altered the grading and drainage are excluded from the warranty and any responsibility of the builder, including under Section D of the Warranty provided to the ******** at closing.
   
  
  **** Suit
  Executive Vice ********** ******* Counsel, and Chief Risk and Compliance ******************************** Inc.
  ****************************
  ************ (Office)
  ************ (Cell)
  *******************************************************************************
  greenbrickpartners.com
  ****: GRBK 
  
  From: ********************* <******************************>
  Sent: Tuesday, September 19, 2023 2:59 PM
  To: **** Suit <****************************>
  Subject: FW: You have a New Message from BBB serving North Central *****, Consumer Complaint #******** 
  
  See request below from the BBB for the ********************************* settlement agreement, so they can review and resolve the open complaint.

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  Trophy built our house at ********* in ******. Charged nearly 1 million. Absloutly terrible job. Terrible quality. They cut corners at every aspect of the build. Didn't insulate the kitchen walls and all the cabinets are now molding.We also had many issues with the ** unit not cooling and were told that is normal. Finally got an independent HV** company that told us that they put in a much smaller unit than the house needs to cut cost. Will be suing them.

  

  Business Response

  Date: 09/08/2023

  Any issues with the home can be submitted through our online warranty form. These look like kitchen cabinet drawers that *** have had water damage, but our warranty team would need to assess this to confirm if these are warrantable requests.

  Customer Answer

  Date: 09/08/2023

  I am rejecting this response because:   

  We did submit MULTIPLE requests over the past 3 months through the warranty portal for Trophy. They came put over 5 times to assess and their representative looked horrified from the look of MOLD on the kitchen cabinets, asked us to not use them during to.health concerns but then they did absloutly nothing over the last 3 months. I agree that this is water damage but there is no faucets or sinks at this wall and this is due to poor/no insulation in the wall from the builder. 

  Furthermore, the cabinets need to be take out to assess  the extent of mold in the drywall behind the cabinets. They cannot argue that the mold got into the cabinets and spared the wall behind it. 

  Customer Answer

  Date: 02/22/2024

  I am following up on a complaint that I filed back in July 2023 regarding Trophy Signature home builders doing a shoddy work on a mew construction. That lead to mold growing in a the kitchen and walls of a new construction home. More than 30.m3ssages have been sent to them and prior BBB complaints # ********. Eventually after threatening legal action the came in and needed to demolish the entire kitchen cabinets, insulation, drywall.and part of the external wall to metigate the mold damage that extended I to the house frame due to their negligence. After 5 mo ths of constant complaining, they demoed our kitchen in November 2023 say8ng that the repair will take 2 weeks. Now 4 months later they are still not finished, they ignore our co stant texts and calls and nobody shows up for weeks at a time

   

  Finish the job; Need to repaint the kitchen cabinets that we had paid **************************************************************** pay is to get a reputable company to pai t them.

  

  Business Response

  Date: 03/04/2024

  We have received the homeowner requests and here is the latest status of the requests that fall under the home warranty: The cabinets were removed and all drywall was replaced. The vent hood and painting of the new cabinets is scheduled to arrive and be installed this week.

  Customer Answer

  Date: 03/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/11/2023

  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.

  Ive been going through the same issues ever since I closed on this home and the reason I didnt sign the closing walk thru. My home is splitting in half and have the pics to show. Last month, ************ got approval for temp housing while they made repairs to our floors and now they are telling me its been looked at and it was turned in on 13 April 2023 and suppose to have taken 10 - 14 days. Ive called and text but no response in which is the usual.

  

  Business Response

  Date: 05/22/2023

  Trophy has and continues to work with this homeowner. However, his complaint contains factual inaccuracies that need to be corrected. From the outset, Trophy has worked to address this homeowners warranty requests, but on multiple occasions he has sent legal threats to Trophy for work that either was already in progress/completed, not warrantable, or claimed warranty items for which he had never provided Trophy any notice prior to sending demand and threats. As Trophy has told this homeowner repeatedly, he must follow the warranty process to allow for Trophys warranty system to generate a ticket, timely assign it for review, and then, if it is a warrantable claim, schedule any needed repairs. The homeowners failure to follow the required procedures and processes has led to delay and Trophy having to spend an inordinate amount of time piecing together what issues this homeowner has and scheduling multiple meetings with him to ensure nothing is missed, which has also led to delays because the homeowner is often unable to timely schedule meetings with Trophys warranty personnel.  
  Additionally, as for his claims regarding temporary housing, Trophy has done anything but ignore him. As the homeowner is well aware, there is a meeting scheduled involving the homeowner on May ******************************************************** concerns. As that meeting will be an effort to comprehensively address the few outstanding issues this homeowner has raised, the request for alternate lodging reimbursement will be handled at that time. This is information that has already been communicated to the homeowner.
  
  Trophy will continue to honor its contractual and warranty obligations, and we request the homeowner do the same and follow the necessary processes. By doing do, the entire warranty process will be easier and more efficient for everyone, including the homeowner.

  Customer Answer

  Date: 05/22/2023

  I am rejecting because this is their usual response tactic.  We have waited on them for over a year to do the right thing and while some things have been repaired, there are several things that have not.  I watched them make repairs on the neighbors home and gave them temporary housing without any issues but the first time we asked when they had several contractors in/out of my home they said no so we had to stay in our home while it was being painted and the floors redone.  We suffered several allergy attacks due to all of the dust and leaving our doors open.  It wasn't until after the third paint job until Trophy agreed to reimburse ** for temporary lodging and this is the first time i'm hearing about the reimbursement being talked about at the meeting on the 26th.  I don't understand why they couldn't communicate that to us instead of their warranty rep not responding to any of my calls or texts since he (************) told me that he would either drop off the reimbursement check or it would be mailed.  That was on 14 April and still haven't heard anything back until now.  Also, they are building a home next door and damaged my sprinkler system in which **** said they would repair but didn't know when.  How are you going to tear up someone's stuff and not have a repair date?  They didn't have a warranty system to track repairs until this year because on their old system you didn't get notified when you submitted a warranty request so they wasn't aware of several tickets.  I've never threatened Trophy with any legal actions.  I was told to personally hand walk the letter stating what needs to be done and if they didn't do anything, I would then take legal action and that's why we are still talking about this a year later.  Every complaint i've submitted have been factual information but Trophy legal teams seems to think they can send disrespectful responses and erroneous information.  Not once have we denied any of their contractors into our home even when they sent them out without checking our availability.  We have been without our shower since 25 April.  Contractors came out and removed our shower glass and didn't show back up to do the tile work.  They day they were suppose to come back at 9:30am, they show up at 8am in which I was in the neighborhood walking so by the time I made it back at 9am they were gone and had to reschedule but  they should have been there at 9:30am so we have been without our master shower since 25 April.   Hopefully, Trophy will have an improved method of communication with us in order to get these issues resolved.

  Customer Answer

  Date: 06/07/2023

  Its very alarming how our ******** system works.  Im appalled at all the evidence I have against this builder and they get to build a brand new luxury home thats falling apart soon as we moved in and they get to walk away without having to do fix their wrongs.  Respectfully, Help me understand how you pay $800k for a lemon home?  

• Initial Complaint

  Date:03/29/2023

  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.

  I booked a home at Trophy Signature, ****** **. with the ******* Money (deposit) $30,000 and applied the loan with their own lender BHomes as per the suggestion from Sales representative . As per the process, I got my Pre- Approval done and signed the contract with the closure date of 24 Feb'23. Initially it was postponed by the Sales representative due to the large amount of closure from their end. Please note that while we were applying the loan , have submitted all the requested document including our i-797 valid document. Later some point if time, The lender asked us to submit the receipt of extension as the **** document is about to expired . We also given the document as requested . After closing date crossed more than a month , We were informed that the approval document i-797 is needed and the mortgage loan can't be processed only with the receipt notice of i-797 (i-797c) on 23 Mar'2023. It was delayed in notifying us about the loan requirement . because of the reason, The builder and lender internally discussed and cancelled my contract with non - refundable ******* Money (Deposit) $30,000. This is a huge loss for us and not reasonable to cancel the contract without refunding my ******* money.As I verified , Most financing contingencies state that if the buyer can't get a loan, then the builder should refund the ******* money . Also please note that my conditional Loan didn't get approved yet .As per the contract ( Portion of financial contingency attached), I should be eligible to receive my ******* money. I expect If customer is not getting the loan approved, Then builder should return the deposit money back. Please check this case and help us to get our ******* money back. Thanks in advance

  

  Business Response

  Date: 03/31/2023

  This customer recently canceled their contract in Park Vista. As clearly outlined in the contract, they were well outside their 14-day financing contingency period, so ******* money is retained.

  Customer Answer

  Date: 12/01/2023

  I cant agree with them . They arranged their own lender and the loan process had been started with them  . But the loan was hold after 30 days of time due to the new document requirement. Please note they didnt ask for the specific document within 14 days of time . They came up and asking for different document after a month time , then how do we cancel within 14 days of contingency time ? Trophys own lender and their sales representative never explained about the document requirement for the loan processing . Though we submitted all the documents which were asked initially , they havent asked for **** renewal document at the initial phase . Its a well planned of pausing 30 days and asking for new document that cant be submitted on timely manner since it depends on USCIS timeline . Please find the attached email proof for the same . Asking to trophys own lender that how come they didnt complete the document verification within 14 days of time though they aware of their contingency . If they well informed about that document requirement within 14 days , we would have cancelled it within the timeframe . Trophy should take responsibility when their lender is unable to process our document or loan within 14 days of time . Looks like its well planned and we totally disappointed with their service . 

  

  Business Response

  Date: 01/04/2024

  After some research, here is a summary of key events. 
  

  After execution of contract on 1/24/23. A representative of *******************, as the lender, notified Trophy that there was a residency issue that occurred within the financing contingency period in our contracts. Given a choice to proceed or cancel, ************************ elected to move ahead with the contract. With his decision to move forward on the home, it was requested that he renew his **** before it expired on 3/4/23 in order to close on the home. The receipt of the **** renewal application was not received until 3/22/23 and it was dated after the expiration of the renewal. Therefore, the **** had expired and we do know if/when the **** renewal will be approved.  We are told by the mortgage company that after an expiration of a ****, a renewal letter itself is not accepted by the mortgage underwriting department to close on a loan. Because it is expired, in order for him to obtain loan financing, the lender needs the **** to be officially renewed with the documentation reflecting the approval and the new renewal date. We do not have this information nor an estimated timeframe when we might receive that documentation. To be clear, this is a requirement imposed by the mortgage underwriting rules and regulations, and it is not something over which Trophy has control or discretion. 
  
  In an effort to help get him into this home, we accommodated him by rescheduling the closing on several occasions, even though Trophy had the right to proceed to closing under the contract. For example, the closing was rescheduled from 2/22/23 to 2/28/23, from 2/28/23 to 3/3/23, from 3/3/23 to 3/8/23, and from 3/8/23 to 3/15/23. Then one final move of the closing date from 3/15/23 to 3/24/23. However, that final closing scheduled did not occur based on the fact the lender had not received a timely dated renewal application or the needed **** renewal paperwork in the required timeframe.  
  
  Therefore, we cannot continue to hold a home off the market with no definite close date. Unfortunately, because the renewal did not happen before the **** expired, as requested, it puts him in default of closing per section 8 of our contract and entitles Trophy to retain the ******* money.
  
  However, Trophy does have an alternative option that we provided in effort to further work through these issues. Specifically, Trophy would agree that if he would like to purchase a different home from Trophy in the next year, to expire 3/27/2024, the ******* money he deposited would be applied as a credit towards closing costs. This should give him the time needed to secure your **** renewal, although he would need to start the homebuying process with Trophy over from the beginning. We have not heard from him.

• Initial Complaint

  Date:02/06/2023

  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.

  Trophy has chosen to reply to my online reviews with outright lies and libelous statements on multiple platforms. The worst home purchase and building experience of my life, and this was #6 for me. The quality is not near what they advertise, build time was more than double what they claimed, construction follow-up to known issues has taken over a year, and it is still not completed, warranty support is mediocre, my home has had problems with EVERY primary system from day one, and the cosmetic fit and finish are poor. My house is literally coming apart at the seams. I am a small business owner in an industry that lives by customer service. I know very well that people respond to how you treat them, and I am ALWAYS professional and courteous with everyone. I have never, not once, treated any worker, contractor or trophy employee with anything other than professionalism. I know it is rarely the fault of the person you are working directly with, and kindness always gets you more in the end. I can provide EXTENSIVE documentation and photos to prove every statement I make. I have records of every text, email, and phone call regarding the purchase, construction, delivery, and warranty work on my home. I am thankful for some employees in the warranty department. Josh, Noah, and Ross were accommodating, helpful, and compassionate about my problems. The employees are limited by what they can do because of the warranty exclusions, but I take no issue with employees over this; it is not their fault. I am also grateful to Reed for all he accomplished, attempting to get my home to where it should have been when delivered to me by construction. Make no mistake about it; I paid for a product that was not delivered as promised, portrayed, or sold to me by the sales team. I've also had to spend the equivalent of a part-time job dealing with this home the last year, and I have lost more time and money because of this home than you can imagine. I can provide the contact information for no less than 15 of my neighbors who can vouch for my character and personality, as well as their issues with their homes. My problems stem from the construction side of the company. The first two Trophy project managers involved in building my home were replaced (fired as I was told), and my home was delivered six months behind schedule, in an incomplete state, and with over 40 known construction exceptions. Over the course of my 1st year of ownership, I found approximately 100 items Tropphy had to finish, repair, or redo in my home. I don't think it is an unreasonable request for my driveway to be poured with the correct concrete, my drywall not to split open in the same spot 4 times in 1 year, or for the upstairs of my home to not be 10+ degrees hotter than downstairs whenever the heat is used. At least they fixed all the electrical issues, missing breaker circuits, and wiring problems I found because my brand-new home REQUIRES space heaters to be livable. I gave Trophy over a year to make things right and only posted my reviews after my warranty expired. There are no excuses for the condition of my home or the outright lies of the social media manager who replied to my reviews. If you are considering buying a Trophy home, feel free to contact me and my neighbors for the facts of what we have gone through at MyTrophyNightmare ***********.

  

  Business Response

  Date: 02/07/2023

  While Trophy does not agree with the characterization of the facts recited by the homeowner, his review is wholly backward looking. Trophy will, as it always has, address any valid warranty claims. However, there is nothing specific in this review for Trophy to address, but merely a litany of complaints that the homeowner claims occurred in the past. Trophy does not see how it would be productive to rehash the past and correct statements the homeowner made about what previously happened. Accordingly, Trophy will focus on the present and going forward.
  
  Trophy has detailed records of warranty requests submitted by the homeowner and our records indicate that our Warranty team members have gone above and beyond to help and accommodate him, although at times our Warranty personnel were met with hostile and belligerent responses from this homeowner. Trophy's records reflect only one outstanding warranty ticket related to tile repair, which was on order with our vendor. We attempted to schedule this repair. However, the homeowner has responded to our requests to schedule with, "Please cancel this appointment." We have closed out this last ticket and we have no other records of outstanding warranty items to address. Obviously, Trophy cannot address items when the homeowner refuses to allow Trophy's warranty team or our trades to schedule repairs.
  
  It also appears the homeowner is upset--although nothing specific is detailed--that some items in the past were deemed outside the scope of the warranty. The limited warranty program is clear, specific, agreed to by every homeowner in the sales contract, and provided to every homeowner at the time of closing. It seems unfair and unreasonable for the homeowner to after-the-fact have complaints about what is or is not within the scope of the third-party issued and industry standard warranty provided and allege that it is somehow wrongful conduct by Trophy to follow the terms of the agreed-upon warranty program.
  
  Trophy hopes the homeowner will cooperate and allow a more productive and fruitful relationship to develop. Trophy is willing to work with this homebuyer and we only ask for his cooperation and civility in return. If he has further warranty requests, he may submit them through our online portal.

  

  Business Response

  Date: 04/18/2023

  We are currently working with the homeowner on any options to help ease the color difference.

  The color of flatwork on the driveway is based on the quarry the sand came from and the amounts mixed, so there will be a difference between when the flatwork was originally poured and at a later time. The new section has also not been exposed to the same elements, much like when the city makes street repairs the concrete is a completely different color.

  The homeowner was told at the time of replacement that the section would be a different color and not match. The driveway is performing under the warranty performance standards. The color difference is purely cosmetic and there is no verbiage on concrete color differential in our warranty coverage.

  Understanding the homeowner's displeasure with the color difference, we are in touch with the homeowner to explain the color discrepancy and explore what options there may be.

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because: No one from the home builder has contacted me at all. They have ignored every attempt I have made to discuss this with them, including another warranty submission (at their request) a few weeks ago. It is also patently false that I was told the color would not match at the time of the repair. If I had known that, I would never have agreed to the "repair" as the original condition of the driveway was far better then the "repair" that was done. They took a small area of a paint stain you had to look at from directly above to see and turned it into a huge stand-out eyesore visible from hundreds of feet away. I even have emails from them claiming it would fade to match over time, which was completely false.

• Initial Complaint

  Date:02/04/2023

  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.

  Critical: Professionalism, Punctuality, Quality, Responsiveness, Value Hello my name is *************************** I recently closed on a Trophy home at the ********************** Community and must I say what a terrible experience. I have been promised a a kitchen grill that has not been installed I keep getting pushed to the side the area manager will not call me as I have asked to speak to him or her. I have the paper work that the grill is owed to me, keep in mind I never asked for the grill, it was suggested to me for the inconvenience of moving my closing date three time, I was patient as could be I have 6 children moving from place to place as we sold our home before our home was ready. Just broken promises as time went on now I am informed that I will not get the grill for what reason I do not know very disappointed as I am not a difficult person but again do not promise a customer things that you cannot deliver. Also the warranty company sent me a email showing it was completed on January 13th and that is not true it has not been completed I do not know who would try and show that is has been done when it has not even been started. feel free to reach out to me.

  Customer Answer

  Date: 02/06/2023

  ***Document Attached***
  
  See Attachment/File: TSH DOCS.pdf

  

  Business Response

  Date: 03/30/2023

  Despite aggressive communication, we continued to work with the homeowner and he received a grill on 3/17/2023. He has reported that he loves it. Can we request to have him remove this complaint?

• Initial Complaint

  Date:12/14/2022

  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.

  I bought a Trophy Signature home in Waxahachie, TX that I occupied from Dec 1st 2021. It first occurred to me that there are leaks in the roof due to a storm on Jul 14th 2022, which indicated that there was leaking occurring unnoticed even before we moved into the house. My Garage and a Bedroom leaked terribly. A day or two later a roofer came out with a caulking gun and filled a couple of cracks. On Aug 22nd 2022 another storm proved yet again that the roof was still leaking, and again another caulking job was done. On Sep 2nd 2022 during moderate rainfall I proactively checked for leaking and found that there was still considerable leaking going on in the attic. At this point I had to insist that Trophy do some repairs to the roof which they done on Sep XX XXXX. A water test proved that there was still signs of leaking in the bedroom area that was treated with some extra sealant, and the garage had some shingles replaced. Another water test on Nov 8th 2022 shown that the bedroom leaking had stopped, but the garage area continued to leak as normal - to which the Restoration professional advised that he work together with the roofing company in order to get it resolved. The surface area of water collection is about 400 sq. ft. - from the peak of the roof that flows into a gorge at the point where it accumulates and the leaking takes place over the garage. On Dec 8th 2022 unannounced and unaware while no one was at home they sent someone to change what looks a piece of a shingle and shows up today Dec 14th with different individuals that does not display the professionalism as the previous Restoration professional. Sprinkling a little water in a 6' area does not even equates to one tenth of a normal rain fall and is absolutely a waste of time trying to see what would be the results of a storm. Trophy Homes has no respect for my home or the money invested in it, just the fact that Trophy is profiting from it is all they are concerned about.

  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2022/12/21) */ Trophy Signature Homes has already undertaken repair work related to the water leaking incidents experienced by this homeowner, including mortar and flashing repair, caulking, removing certain stone and replacing with siding, as well as repairing mortar voids above the stone and sealing the area. Trophy would like to conduct water testing to ensure that no additional leaking will occur in the event of a significant weather event and then perform any additional work that the testing reveals is needed. Trophy hired a third-party contractor who has expertise in such work to perform the testing, but the homeowner refused to allow access to the third-party testing company. Trophy wants to continue to work with the homeowner to address any issues, but under the terms of the sales contract and the warranty program Trophy has the right and ability to control the manner, method, and means of any repair work. Likewise, when Trophy or third-party personnel are at the house the homeowner attempts to direct the Trophy personnel and trades, often with rude or hostile behavior. Such attempts to interfere in the warranty work also violates the express terms of the sales contract and warranty program. Trophy understands the homeowner is frustrated that repairs are required, but the warranty process requires cooperation and adherence to the terms of the warranty program in order to make the process efficient and productive. Trophy is and will continue to strive to perform any warranty work that is required and hopes the homeowner will allow us to work together towards a more collaborative and fruitful relationship to our shared goal of correcting any covered warranty issues that arise. Consumer Response /* (3000, 7, 2022/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My roof has been under repairs for six months. The professionals being mentioned still have not gotten it right yet. If I don't insist on the kind of attention needed to my home it will be another year of half done work on my roof. Trophy does not want to spend the appropriate money and time to take care of their responsibility for the faulty construction they have presented in their products. They will always try to avoid making the right repairs needed to peoples properties as long as you let them, but that will not be happening with this particular property. I will take them to the ends of the earth if I have to, until they get mine right. Attached are pics of my gutters I have been requesting to have clean since JULY left in a mess after being worked on. And with every additional activity I reiterate the cleaning of my gutters at completion. To date my gutters are still like a dumpster. Yet they have all the talks about cooperation, diplomacy, attention and striving to perform their duty. I have not experienced none of that as yet. Business Response /* (4000, 9, 2022/12/30) */ Trophy is confused by the homeowners' latest response as it ignores the recent discussions between the parties and the work performed by Trophy. For example, at the time he submitted his latest response to the BBB, Trophy had already made arrangements to clean the homeowner's gutters as a courtesy even though gutter cleaning is not covered by the warranty program and is not the responsibility of Trophy. Likewise, the homeowner finally agreed to allow the third-party vendor selected by Trophy to conduct water testing and Trophy scheduled a date for that testing to be performed on the homeowner's roof. Indeed, all of the above-referenced work has now been completed. Further, Trophy is trying to proceed with the final roof repairs based on the results of the testing performed, but the homeowner has not been responsive to multiple attempts to contact him to schedule the work in as soon as practicable. In short, Trophy does not understand why the homeowner is accusing Trophy of causing continuing delays when Trophy is prepared to proceed with work but cannot due to the homeowners' failure to respond or cooperate in scheduling. Trophy will continue to try and work with the homeowner and hopes the homeowner will reasonably work with Trophy and treat its representatives in a professional, courteous manner going forward. Consumer Response /* (4200, 11, 2023/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I refuse to engage this immature back and forth. I expect some professionalism from Trophy, obviously that is not what I am going to get. I said my TRUTH for public awareness sake and hope that I helped them make a better choice. I am hoping that the demolition at the end of January goes well and I don't have to be wasting my time this way. Thanks to BBB.

• Initial Complaint

  Date:11/14/2022

  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.

  I submitted a $3,000.⁰⁰ cashiers check (hard earned money that I worked hard for) to Trophy Signature Homes on the basis that I was already approved for a home. Just days after submitting the cashiers check, I was denied and was told that they would be keeping the money. However, I don't recall the lady's name that was working the office over in the Diamond Creek Subdivision, but she did inform me that I would be getting back at least half the money that was put down but because I had submitted an respectful email with my displeasure with how things went, the loan officer Brian (I think that was his name) became highly upset and then refused to return any of the monies that I paid as earnest monies. He informed me that I could come back in six (6) months and look at another house and the money would be credited towards the purchase of another house. This was totally a slap in the face as Trophy Signature Homes refuses to respond to messages nonetheless answer any phone calls in regards to matters such as the one I endured.

  

  Business Response

  Date: 01/16/2023

  Mr. ******** signed a contract for a home in March 2021, but no longer qualified for the mortgage in April in order to close.
  
  The cancellation shows the full deposit was forfeited. He was notified that if he could qualify for a mortgage within the next 6 months, he could re-purchase a Trophy Signature Home and receive his $3,000 deposit back as a credit toward that purchase.

  

  Business Response

  Date: 01/25/2023

  It's always disappointing for all of us involved when our homes can't close and understand the frustration.
  
  The lender notified us that the loan had to be denied, based on Mr. ********'s employment status. The timing did not fall within the 30-day window, outlined in the contract Mr. ******** signed, and therefore the earnest money was not refunded. Without funding, the contract was canceled.
  
  We apologize for the inconveniences this has caused and wish him well on his home search.

  Customer Answer

  Date: 04/19/2023

  I no longer have the agreement with Trophy Signature Homes as it has been misplaced.

• Initial Complaint

  Date:11/01/2022

  Type:Product 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.

  I contracted to purchase a Trophy Signature Home on 10/23/22 in DeBerry Reserve. The Sales consultant mentioned that they are currently have some special financing @ 4.99% if I use there lender. Because I was already approved by another lender at a higher rate. The price of the house at 299k at 4.99% interest rate I knew I could afford that purchase price and the home would still be affordable for me and my family. While in the office will preparing the contract I was reading the information sheet about the special 4.99% rate and noted in the fine print it mentioned a 740 FICO score to qualify. I knew from already being pre-approved that my score was not 740 and so I mentioned to the sales consultant and he said don't worry about that so I didn't. On 10/25/22, I was told that the company had run out of money for the 4.99%. When I found out the new rate would be 7.25% or for 6k I could by it down to 6.5% I knew the I could not afford that amount per month. I was told the 5k earnest money I gave them is not refundable because the loan was not denied. Today, 11/1/22, I looked on their website and noticed that they are still advertising the special 4.99% interest rate, I attached a picture to show that. I just want my earnest deposit back because it seems the company my be running in a bait and switch advertising. Did I get denied the 4.99% rate because you ran out of the money? Or did I get denied because I didn't have a 740 FICO? If you ran out of money why are you still advertising the rate? If I got denied the 4.99% rate based on my score then I think that is denying my loan and a legal ground to have my money returned because I told my sales consultant I didn't have a 740 score.

  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2022/11/11) */ Mr ******** purchased a home that we heavily discounted. He wanted to get the discount and the 4.99% promo. We told him that both incentives do not apply, which he agreed too. Within 7 days from when he signed the contract, he decided not to move forward with the purchase, because he couldn't qualify for the promotion and the monthly payment was going to be too high for him. Since he's a VA buyer, we refunded his earnest money deposit. Consumer Response /* (2000, 7, 2022/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response

• Initial Complaint

  Date:10/10/2022

  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.

  Closing date JUNE 30TH 2021. We were to close Dec 2019 but lack of supplies. Spoke with warranty department around May 27th 2022. Told him all the problems before warranty ended in June 2022.He asked that I send pictures and I did. I sent pictures of my horrible driveway that looked like a child did the work. It was skimmed before closing and its a HOT MESS .Along with exposed nails inside cabinets, Fake wood that caused clothes rakes to fall inside of the closets. Bathroom cabinet hinge gets loose for no reason. Distressed trees etc. When I spoke with the director he said he could not make any promises! Today is October 10th 2022 I have yet to receive an email or a phone call back.

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/14) */ 3.9.2022 - There was obvious work done to the driveway. We show no record of this work done prior to closing or on our exception list that the homeowner signs off before closing. Our warranty policy also states that it does not cover loss or damages to driveways. See attached. The last warranty ticket we have for this homeowner is from June 2022 for an a/c issue. We haven't heard received a response. Consumer Response /* (2000, 7, 2022/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)