Complaints

This profile includes complaints for Whitestone Custom Homes Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Whitestone Custom Homes Ltd has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Whitestone Custom Homes Ltd

  27241 Highland Crst San Antonio, TX 78260-4204

  
• 

  Whitestone Custom Homes Ltd

  30937 Honeycomb Rock Boerne, TX 78015-4756

  

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:05/11/2023

  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 closed on our house Jan 2023. The topsoil for the yard was placed 11/1/22 & sod placed 12/27. There was no raking again prior to putting sod down & it had rained in between topsoil first down & sod placed, causing **************** not addressed. We were unhappy with the sod right from the beginning & expressed concern to sup #7 soon after. At closing, we had the landscaping addressed on the affidavit we signed. I started sending emails to the company off & on since 01/23/23 regarding being unhappy with the sod as it was very apparent that the yard was not leveled. I had multiple other landscaping companies come out & they all stated that the yard needed to be replaced. When telling the company this, they stated contractors are always going to tell you that you need something done that they can offer. Their goal is to sell you landscaping, so they're never going to agree with, or back-up a competitor. The landscaper who did the sod installation stated topdressing will work & that they had a 95% success rate with this solution. The company backed landscaper & stated we would need to have them try this solution. The landscaping *** shoveled the topdressing onto the yard, without raking it smooth. I sent photos to the company, yet again, after a week or so of topdressing down & the landscaping *** replacing only some of the dead spots of sod. There were new pieces of sod placed over existing sod as well it all. I was told , I don't think an immediately perfect yard was an expectation we were offering, or could have achieved. After nearly another month of waiting for the landscaper to come back out to again address sod issues, another email was sent to the company. Excuses were made: bad weather, waiting for sod farm to cut sod, grass farm only allowing landscaper to get one pallet of sod at a time. 4 months after closing & still left with a very un-level yard. Im not asking for perfection. Im asking for the yard to be done correctly & not an eye-sore.

  Business Response

  Date: 05/11/2023

  Top soil was installed prior to the sod being installed. However due to rain the sod was put on hold until weather broke so that the sod would go in without to much disruption of top soil

  sod company is becoming more and more short on availability allowing only 16 pallets per day per customer due to weather resulting in growth of sod

  upon useing a roller on the yard and the yard being wet there ended up being divots in about 40% of the yard

  a layer of top dress was applied to divots and in some areas not raked to allow ample soil in the divot areas 

  other areas were raked into the flatter part of the yard to keep sod from mounding in those areas 

  granted not all sod was replaced that had died due to lack of obtaining sod , however a return trip was and is on schedule when weather breaks enough so that we are not tromping thru the yard causing more divots

  any sod that was overlayed will be pulled and sod underneath will be removed and top layer will be set back in

  Customer Answer

  Date: 05/12/2023

  Complaint: 20046276
  
  I am rejecting this response because:
  
  While I appreciate the response, I am rejecting the response.  Im tired of the excuses and the band-aids that have been done. Ultimately, I want this to be done **rrectly, the way it should have been done initially. I want the yard redone and leveled **rrectly with sod being placed down soon thereafter, not 2 months with no re-raking as previously done. Not sure how you can say it was a weather delay for that extended amount of time.
  

  With the first topdressing put down, they in fact did NOT rake it like you stated. I watched them shovel it and that is it. The landscaping ** did **me out today to put another round of topdressing down, since first time didnt work. Only part of the front yard was done, not full front yard or the back. How many times are we going to have to go back and forth with me initiating the next **urse of action before this is done **rrectly?  I even offered to have a check sent to me from your **mpany prior to the first topdressing so that I **uld take care of this on my own, done **rrectly, yet that was rejected.  

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

  Business Response

  Date: 05/15/2023

  We sincerely believe this is an important issue and would like to take care of it to the the written standards we always uphold. While we seek to satisfy our customer, agreeing  to give her a $15,000.00 she requested, based a random contractors bid to make improvements to her yard, was not going to be approved. We do seek to satisfy this customer and have demanded our landscape subcontractor get back out again last week. They also have expressed a sincere desire to take care of legitimate complaints. Checking on them towards the end of the day Friday, the supervisor said they had made headway, but were not able to complete the irrigation adjustments due to a solar company the Fishers hired to do some work at their home had the electrical shut off. We understand this buyer would like to be given a check to do what she wants with a new company she likes due to what they have said, but please understand as long as our contractor River Rock is willing to attempt to satisfy her, we will continue the attempts. Rain has been in the forecast and continues to be. We are very sorry for the delays. 

  Customer Answer

  Date: 05/15/2023

  Complaint: 20046276
  
  I am rejecting this response because:

  Where is $15,000 coming from?  I said that the MULTIPLE landscaping companies that I had come out to look at the yard were quoting around $12000 to undo what was done incorrectly and to complete the yard the way it was supposed to be done.  This wasnt just one random quote, it was across the board.  AND, this has nothing to me liking a particular company and what they said to me. The reason for wanting a check was so that I could have a company do it the right way.  I was told on 3/28/23 Please allow River Rock Landscaping to address this the way they believe will alleviate your issues. If it does not, then we'll know another approach is truly needed.  My question is this.how long are we going to let this go on before trying a different approach, like re-doing the yard the correct way?

  And, YOU bring up the irrigation needing checked.  Funny, I was emailed me on 3/28/23 telling me that the landscaper would be checking irrigation.  It was brought to YOUR attention in MY email to you on 5/10/23 stating that they STILL HAVE NOT checked irrigation.  Landscaper reached out to me and told me someone would be coming out this past Friday to check irrigation.  I texted back stating I would be having no power until 2pm, give or take.  Landscaper was aware that this was in fact happening, yet still sent someone out.  Dont put that on me when since 3/28/23, it could have/should have been done.  
  

  Again, I respectfully reject your response.

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

• Initial Complaint

  Date:01/24/2023

  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.

  We closed on our custom home 3/31/22. At that time we did a punch list of items that were supposed to be completed prior to taking possession of the home, with worst case scenario being shortly thereafter. After nearly 10 months of home ownership here, the majority of the punch list remains, theyve turned over 5 separate supervisors that were supposedly spearheading our work, and weve only found out because weve reached out, no proactive measures done by the company. At this time, the company has become uncommunicative, and Im concerned that as we encroach on our 1 year anniversary, the warranty will become null and void, with none of the work still having been completed.

  Customer Answer

  Date: 01/24/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/02/2022

  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.

  We purchased a home from the Whitestone Custom builders in ** ************************************************************************************************************************** storage tubs. The wall was built with 2x6 beams and nailed to existing home frame. When we called upon our structural warranty for s repair we were told ************************* that the shelves were not built to support the weight. Yet he could not tell me what the maximum weight was. There were no metals in our plastic bins. He also stated it was not structural, this even though they attached the frame on frame shelf complete with a dry wall covering. We had an independent company complete the repairs. Their analysis was the material used was too heavy and nails should not have been used but screwed and glued instead. I was very disappointed with the condescending tone delivered by ************************* and **** of customer service. I sound not under and circumstances recommended this builder.

  Business Response

  Date: 05/09/2022

  This customer purchased a 100% complete inventory home from us, and made settlement on that home September 2nd, 2020. They have been well-cared for in every way since that date, having a few warranty items of a minor nature addressed expediently and professionally. Even our Division President took a personal interest in ensuring satisfaction for these customers by walking their home with them after closing to ensure anything of concern was put on a list and addressed. Most of this was tantamount to minor adjustments of door hinges and such.
  
  Despite the customers misconception, a shelf is not a structural component of any home. Yes it was mounted to the framework of the garage cabinets, light fixtures and HVAC ducts are as well, but they are also not structural. This particular shelf was actually installed rather late in construction, as an after-thought born of the higher-than-average ceilings in this particular garage. We thought it a convenient place for the future owner to place the odd seasonal item, or home-maintenance elements not often used. It was secured to the frame at every stud by no less than 4-6 nails per stud. The studs are 16apart, and the shelf spans a wall. The nails are framing nails, the same used to hold together the actual skeleton of the home. It was wrapped in sheetrock,textured, and painted to make it look nice, as we always finish out our garages at the same trim level that we do our interior home walls.
  
  The day that this customer experienced their shelf separating from the wall,Whitestone responded within moments. We sent a superintendent and our Construction Operations Manager both to the home immediately to inspect. They found the shelf to have separated under the weight of no less than 10-20-gallon plastic storage tubs. 5 tubs were still sitting on the shelf, as it did not completely break off, and 5 tubs had fallen to the garage floor. Our Operations Manager took photos, weve attached one to this correspondence. Our Ops Manager also made a point of calling an Independent Third-Party home inspector and sharing the photos to gain his opinion, and he agreed that this is not a construction flaw. It is very evident that the shelf could not sustain the weight placed on it by the customer, by their own choice. Not because of bad construction, but because it was never installed with any certain amount of weight as a guideline, much like any shelving system in a home. There will always be limits to any product. We as a builder have no way to control how a homeowner uses their home after closing, including what they choose to store on a shelf for almost two years. Particularly in this situation, as these were inventory customers. 
  
  Complete inventory home customers, do not participate in the design or options for the home. In other words, any and all elements were installed ahead of meeting these buyers, and with no idea or intention of satisfying a specific function for them. While we do believe that an outside contractor has probably advised them of a different method for re-installing the shelf that separated, it would be because that contractor has the benefit of knowing the buyers intended use for it. We did not. Again, the shelf was not designed or installed for these specific customers.
  
  It is very unfortunate that this customer feels the need to review us in this manner, when weve actually gone out of our way to do the right thing. We will continue to honor the actual warranty, which is written in the Homeowners Manual our customer signed for at his contract, as we do for all customers. We do ask though, that this customer refrain from further prowling in our other buyers homes, as weve found him doing so and had to ask him to leave. We also ask that he desist in continuing with the profane and threatening hand gestures hes been making at our Operations Manager when he drives past him. 

  Customer Answer

  Date: 05/10/2022

  Complaint: 17131786
  
  I am rejecting this response because:  Let me first say, I am shocked and disappointed that whitestone custom homes has chosen a path of personal attack, mischaracterization and a flat out lie.  The lack of ownership from this company is troubling but is consistent with other alleged legal actions they ****** may not be involved in with whitestone custom home-owners in my neighborhood.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/12/2022

  We understand ************** wants us to pay him,rebuild a shelf, and apologize to him without taking responsibility for overloading a non-structural residential home shelf. No shelves in this home or any home or commercial building are built to tolerate or support the kind of weight ************** loaded them with. Unless a custom customer specifies a potential weight tolerance for specific shelves, there is no way we can anticipate this kind of demand on the shelf. Now, that makes sense, doesnt it? We will apologize if someone was rude to him. We truly want to apologize. We never want to leave that impression on someone. However, some customers take rejection of their desires as rudeness. In other words, some customers take offense if they do not get their way. I am sure everyone has seen unreasonable customers berating a poor service person in a case similar to this. I am not sure if this is the case, but if not, please take our sincere apology.
  Having said that, we will consider paying ************* $500.00 to repair the shelf, and personally apologize if he will remove all the negative commentary on all web sources.
  Respectfully,
  Whitestone Homes, ****

  Customer Answer

  Date: 05/15/2022

  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.  This offer to resolve the storage shelf collapse is contingent on Whitestone paying $500 ahead of any removal of said website reviews.  I would like an apology for making an assertion I was "prowling" around their property.  It has a negative connotation of criminal mischief and misrepresents a supervised/observed visit and my personal character.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/31/2022

  Complaint: 17131786
  
  I am rejecting this response because:

  
     I have reviewed the response made by the business in reference to complaint ID ********. This offer to resolve the storage shelf collapse is contingent on Whitestone paying $500 ahead of any removal of said website reviews.  I would like an apology for making an assertion I was "prowling" around their property.  It has a negative connotation of criminal mischief and misrepresents a supervised/observed visit and my personal character.
  
  Regards,
  
  ***********************
  The consumer *****
  Regards,
  
  ***********************

  Business Response

  Date: 05/31/2022

  I can not tell if the customer is accepting our offer to pay him $500 to remove his negative web reviews or not. It seems he is, but would like confirmation on that and will pay the money ahead of him taking down comments on the web  contingent on him signing a paper saying he will follow through and in fact take any reviews he has posted down after receiving our check. 

  Customer Answer

  Date: 05/31/2022

  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.   Please notify when said agreement can be signed and remedy paid.
  
  Regards,
  
  ***********************