ComplaintsforTrinity Classic Homes

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing a complaint because of my dissatisfaction of Trinity Classic Homes. Our beginning process was wonderful, but as we approached our closing date there were several items on our punch list that were not completed, but promised by the builder and Trinity Classic. Our builder was laid off from Trinity and we have not received any response from Trinity explaining who would take care of the remaining items on our list. I was told to fill out a warranty request even though this should not be submitted as a warranty request, only to receive a response of deferred or excluded from 2-10 warranty. Yes, the warranty status received a timely response, but the issues have not been taken care of. We are now stuck in a mediocre home that we are paying $3,000 a month for that is incomplete. A neighbor had to give me the number to the new builder for our neighborhood, ******************** and I have called and texted this builder named ****** with zero response. A simple phone call or meeting to explain the new turnover/ changes could have prevented me from having to take these measures of grievances. I just want things made right.

  Business response

  07/02/2024

  Thank you for the additional photos, we are currently in communication with the ****** wo are currently on vacation. Upon their return we will complete their request for service. 

  Below, is our original response from June 3, 2024. 

  ******,
  Thank you for the letter,regarding the ***** request for assistance with their warranty request.Trinity Classic Homes uses a 3rd party to handle the initial warranty requests. Once the request for service has been accepted (regardless of whether it is warrantable or not) Trinity is notified and has 30 days to respond. I have attached our procedures for ease of reference.
  
  Below is our response/timeline to the service requests from the *****, 2048 Redemption Drive.
  
  Requested submitted on April 19, 2024
  
  We communicated with the ** on May 16th, asking for additional pictures of their items.
  
  Additional photos were received on May 20th
  
  ** requested updates from us on May 22nd and 28th.
  
  During this time, we are working behind the scenes, communicating with our trades, etc. We did communicate with the ** on the 28th.
  
  Currently the following items are in process:
  
  Cabinets:          I have sent all cabinet issues in house to **************** they will contact Homeowners directly and schedule
  
  Trim:                   still waiting on Homeowners response to my message, I told them that trim carpenters are available tomorrow morning. They said that they will check and see if they are available . Have not heard back from them.
  
  Cornice:             has been completed, will get painted once trim is done
  
  Electrical:         Upstairs light has been sent out to the electrician, they will contact Homeowners directly and schedule.
  
  Paint:                   once the other items have been addressed, we will schedule the painters.
  
  
  Please feel free to call me directly if you have any questions.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a complaint against Trinity Classic Homes, LLC for their failure to respond to my service requests and refusal to fix issues related to the home they built.I purchased the home on March 15, 2023, for a price of $532,000. The purchase included a one-year Workmanship Coverage, which is set to expire on March 15, 2024. Since December 2023, I have submitted 15 service requests, all of which remain unresolved.Despite multiple attempts to contact Trinity Classic Homes, LLC, I have received no response or acknowledgment of my service requests. The unresolved issues are causing significant inconvenience and stress, and I believe it is the responsibility of Trinity Classic Homes, LLC to address these issues as part of the Workmanship Coverage included in the purchase of the home.I kindly request the intervention of the Better Business Bureau to help resolve this matter. I am hopeful that with your assistance, Trinity Classic Homes, LLC will fulfill their obligations and address the outstanding service requests.Thank you for your attention to this matter.

  Business response

  03/04/2024

  We have 8 closed requests for warranty for this address. 

  11/6/23 - 11/6/23 - ********************* - 3/15/23 - master bath glass door is rubbing, paint pantry shelf.
  10/10/23 - 10/11/23 - 2150 Shady Grove Road - 3/15/23 - patio fan is humming and not working.
  8/26/23 - 8/28/23 - ********************* - 3/15/23 - The pantry boards came apart, design flaw no support on the bottom, needs support stud.
  7/15/23 - 7/17/23 - ********************* - 3/15/23 - Breaker popping and shutting down circuits., Lights in master bathroom are flickering, turning off, stay off and then start working.
  5/28/23 - 5/30/23 - ********************* - 3/15/23 - Air conditioner is not cooling it is sucking air from the attic.
  4/13/23 - 4/13/23 - ********************* - 3/15/23 - Hot water not working, storage tank not filling up, Sprinklers not activating.
  4/11/23 - 4/11/23 - ********************* -3/15/23 - Sprinklers are not working.
  4/10/23 - 4/17/23 - ********************* - 3/15/23 - Fireplace has no damper or exhaust.
  
  We have 2 open requests for warranty on this address.

  1/17/24 -1/17/24 *********************** - 3/15/23 - cabinet hinge is coming off, trash cabinet dislodged from rails, lights in pantry flicker.
  1/2/24 -1/3/24 2150 - Shady Grove Road - 3/15/23 - outlets keep tripping through house, stove top not anchored.

  We enrolled this home into the 2-10 New Home Warranty program upon closing.  The homeowner is responsible to complete all enrollment requirements.  Inside the 2-10 warranty packet they will see a note "reasonable time".  The amount that fairly necessary to do whatever is required to be done, as soon as circumstances permit.   If homeowner has any issues with *** responsibilities on coverage of warranty items, it would be homeowners' responsibility to contact 2-10 Warranty and not BBB to resolve any type of dispute.  As you can see on the above items requested *** does not have 15 listed items for repair.   Any items missing that buyer has reviewed inside warranty packet and deemed warrantable can be sent again through warranty portal on the *** website or can contact 2-10 warranty to assist. 

  Our records show that warranty manager has contacted homeowner that we have received these request and warranty manager has shown contact with contractors to schedule repairs.  Neither of these items are emergency request.   If these were emergency request homeowner would use emergency contact list provided.  Any items not deemed warrantable according to the 2-10 warranty program would have been declined for repairs.  We are sorry for delay with contractors scheduling approved repairs and will contact again to schedule repairs immediately.

  
  
  
  
  

  Customer response

  03/12/2024

  Complaint: 21286500
  
  I am rejecting this response because:

  Express my extreme frustration regarding the completion of my service requests. Despite repeated attempts, the contractor has not fulfilled my requests, and there has been zero communication from their end. I have been the one initiating contact, tirelessly calling to get these issues resolved. To make matters worse, all communication has ceased entirely, leaving me in a state of limbo. This lack of responsiveness led me to escalate the matter by contacting the Better Business Bureau (BBB). Additionally, 2-10 Warranty continues to submit these requests, assuring me that someone will reach out, but no one ever does. I have engaged in lengthy conversations with 2-10 Warranty representatives, detailing the ongoing issues. Furthermore, the service contractors that Trinity assigned to me have stopped servicing any Trinity warranty's due to non-payment by Trinity. Now, I find myself at a lossunsure of whom to contact for resolution. Currently here is the list of items which new service request were added due to the one-year inspection which has more than Trinity stated in their reply, this is straight from 2-10 Warranty which I enrolled in and not Trinity as they stated. Additionally, Like I stated I havent received any calls from the builder, yet they arranged for a contractor to repair my cabinets. I only became aware of this because my surveillance cameras captured the contractors arrival. The contractors truck displayed their contact number, which prompted me to call them. Upon inquiry, I found out they were executing a service order from Trinity. This was the only way I could have known about the service request. It appears that they are scheduling these service requests during Monday through Friday, and no one is there since we work. We would gladly be there if they would let knows when and what time.

  
  Item Details Date Added Status Item Details

  
  1 Doors and Windows: Master bathroom glass door is rubbing on the tile, top of the glass door shifted down. 11/5/2023 Completed Details
  2 Finishes: Pantry shelving was breaking repairs where made by adding supports to the shelves but the finishes need to be painted. 11/5/2023 Completed Details
  3 Cabinets and Vanities: The kitchen cabinet hinge is coming off. DEFERRED UNTIL 10TH MONTH. PLEASE RE-REPORT BY 01/15/2024. 11/9/2023 Deferred Details
  4 Toilet backing up major overflow with damages in November / happening again slow drain 12/12/2023 Excluded Details
  5 ********** Components: Upstairs room, pantry room, master bathroom lights flickering 12/13/2023 Reported Details
  6 Other / Miscellaneous: Toilets keep seeping water without stopping 12/13/2023 ********************************* and Concrete: Concrete on the back patio is cracking DEFERRED UNTIL 10TH MONTH. PLEASE RE-REPORT BY 01/15/2024. 12/13/2023 Deferred Details
  8 **************** stove top not ***** to the counter top 12/24/2023 Reported Details
  9 ********** Systems: Upstairs and downstairs master keeps tripping power 12/28/2023 Reported Details
  10 Other / Miscellaneous: Stove main burner back firing 12/31/2023 Excluded Details
  11 Cabinets and Vanities: The kitchen cabinets hinge is coming off. 1/15/2024 ********************************* and Concrete: Concrete on the back patio is cracking 1/15/2024 Excluded Details
  13 Cabinets and Vanities: Trash cabinet dislodging from its rails. 1/15/2024 Reported Details
  14 ********** Components: The lights in the pantry continue to flicker intermittently. 1/15/2024 ********************************* and Concrete: The slab was chipped/popped at the right side, and rear of the home. The edge of the slab was chipping/spalling and/or has exposed aggregate. 3/12/2024 Reported
  16 Other / Miscellaneous: Lifted shingles in one or more places were observed, e.g., at the rear and right side of home and were in need of repair. Lifting, damaged or improperly installed shingles may allow water penetration. Damaged shingles in one or more places were observed, e.g., at the rear of home and were in need of repair. Lifting, damaged or improperly installed shingles may allow water penetration. The rubber gasket on a sewer vent was indented; this can hold water and leak as the vent gets older. 3/12/2024 Reported
  17 Masonry: Sealant needed at the fire place, 3/12/2024 Reported
  18 Finishes: Caulking or sealant needed front guest bedroom 3/12/2024 Reported
  19 Finishes: Caulking or sealant needed at garage. 3/12/2024 Reported
  20 Thermal and Moisture Protection: Exterior sealants (caulking) were deteriorated or missing in some areas, e.g., front side and chimney. 3/12/2024 Reported
  21 Finishes: Cosmetic damages to ceiling drywall, texture, and/or paint at primary bathroom 3/12/2024 Reported
  22 Cabinets and Vanities: One or more interior door(s) were noted to drift open/closed while in a fixed position at the middle guest bedroom. 3/12/2024 Reported
  ******** and Windows: The knob/hardware broke on the door to the rear guest bedroom. 3/12/2024 Reported
  24 Doors and Windows: The front entry was not properly weather sealed. Daylight is visible from the home's interior when the door is shut. 3/12/2024 Reported
  25 Specialties: Separation, sealant needed at the fire place. 3/12/2024 Reported
  26 Specialties: During the inspection, it was observed that when the fireplace was lit, there was an excessive amount of gas released, resulting in a large flame; this poses a safety hazard. Recommend further evaluation and repairs by a qualified contractor. 3/12/2024 Reported
  27 ************************** starter bar was damaged/deteriorated/missing and should be repaired/replaced. 3/12/2024 Reported
  28 Finishes: Damper was not fitted with a blocking clamp which is required when gas logs with a gas control valve are present. The small opening would allow carbon monoxide to escape if someone forgot to open the damper. 3/12/2024 Reported
  29 Cabinets and Vanities: Observed loose/rubbing cabinets in kitchen, upstairs guest bathroom, and downstairs guest bathroom. 3/12/2024 Reported
  30 Other / Miscellaneous: I did not observe a bond/ground wire on gas line and CSST (corrugated stainless steel tubing) at the gas meter. I recommend a ground wire and clamps, or proper bonding installed by a licensed electrical contractor where line(s) enters the structure (typically within 5' of entrance). 3/12/2024 Reported
  31 ********** Components: Light fixture(s) was not functioning properly; lights flicker at pantry and primary bathroom. Recommend further evaluation and repairs as necessary by a qualified electrical contractor. 3/12/2024 Reported
  32 ********** Components: Observed the light fixture cover(s) to be missing in the attic. 3/12/2024 Reported
  33 ********** Components: Observed exposed wires in hallway attic. 3/12/2024 Reported
  34 Thermal and Moisture Protection: Lifted shingles in one or more places were observed, e.g., at the rear and right side of home and were in need of repair. Lifting, damaged or improperly installed shingles may allow water penetration. Damaged shingles in one or more places were observed, e.g., at the rear of home and were in need of repair. Lifting, damaged or improperly installed shingles may allow water penetration. The rubber gasket on a sewer vent was indented; this can hold water and leak as the vent gets older. Replace 3/12/2024 Reported
  35 **********: The condensing unit is sitting on the ground. Unit should be elevated to allow proper drainage and prevent premature rusting at the bottom of the metal housing. 3/12/2024 Reported
  36 **********: A duct in the attic was separated/ disconnected/ losing some air and needs sealing. 3/12/2024 Reported
  37 ********** Systems: No hot/cold water mixing valve was in place at the primary bathroom. Mixing valves allow you to set your water heater to a higher temperature to reduce the threat of bacteria growth, yet the mixing action helps prevent scalding. 3/12/2024 Reported
  38 Doors and Windows: The shower enclosure door handle in the primary bathroom was loose. 3/12/2024 Reported
  39 Other / Miscellaneous: Water heater did not have a "Thermal Expansion tank" installed to prevent a possible leak at the T&P or "pop-off" valve. Recent changes in industry standards require one (in some jurisdictions) when a new water heater is installed. 3/12/2024 Reported
  40 Other / Miscellaneous: The oven (unit #1) produced a reading outside of the acceptable range of 25 F (less than or greater than 350 F) while in BAKE mode. Recommend the unit be checked/calibrated by a qualified appliance technician. 3/12/2024 Reported
  41 Other / Miscellaneous: The edge-sensor reversing mechanism on the garage door did not automatically reverse the door with hand resistance to the closing. 3/12/2024 Reported
  42 ********** Systems: LANDSCAPE IRRIGATION (SPRINKLER) SYSTEMS Observed exposed wires in control box. Recommend further evaluation and repairs as necessary by a qualified contractor. 3/12/2024 Reported
  43 Other / Miscellaneous: LANDSCAPE IRRIGATION (SPRINKLER) SYSTEMS Observed exposed drip lines in front of home. Any exposed sub-surface drip lines may be vulnerable to physical damage. Recommend ensuring all drip lines are properly buried or covered to prevent potential damage. 3/12/2024 Reported
  44 Other / Miscellaneous: LANDSCAPE IRRIGATION (SPRINKLER) SYSTEMS Zones 1-8 were not responding to controller in manual mode. 3/12/2024 Reported
  
  

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

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This builder does not stand behind their product. They claim to build a custom quality home, yet my neighbors and I have nothing but c*** My Centex home was better built than this! I have had missing under cabinet lights in the kitchen, master shower is leaking, back door doesn't close properly. The most recent issue today is there is water coming from the light in my pantry, and they claim I am out of warranty to come fix a roof leak. This company is awful, their work is awful. I want them to come fix what should have been good from the beginning. A 1 year old house should not leak!

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trinity classic homes sold us a new build home. During the walk though before closing with the builder, we both made a list of all things that needed to be addressed. ******* stated he would get these items taken care of in 2 weeks, we have now hit 30days and 90% of the issues have not been touched the 10% that has been addressed has been made worse. We have a structure issue, electrical issues, with 2 more pages of other items in the home that we have not heard a result. The builder just says ok and that he gives my contact to his SUBS and we never hear anything. In the last 30days I have made sure to be home for the work everyday at anytime to get the job done, causing me to lose wages and all I get from the builder when I let him know his crew does not show up is.."ok I will call them", than I never hear from him.

  Business response

  08/30/2022

  ******, 
   
  Good morning. I appreciate you reaching out to us directly. Communication and a devotion to satisfied customers is a priority here at Trinity Classic Homes (TCH). Im sure youre aware of some of the difficulties in labor and material shortages. One policy we follow at TCH is to not allow our clients to move into a home that is not complete. We have forms and processes to document that our clients acceptance at a quality walk etc.
  
  In this case, our clients made very strong requests to move into the home early due to a Law Enforcement Deployment to the border. The ******* signed off on their acceptance of the conditions (see attachment). TCH makes no promises of construction completion times. We try very hard to accommodate schedules and be reasonable with completing items. That said, items are less than 30 days. To date the following has been completed since their move in: (see attached). The struggles of scheduling can leave room for disappointment at times mostly due to scarce inventory and lead times of the products.  
   
  Here are their points of contact:
  
  Nelsons have two designated lines of communication, internally:  
  *********************************; ************** Manager 
  ***************************; Onsite Builder. They frequently contact and successfully connect outside normal business hours. I have personally viewed the communication.
  Warranty request link that we advise all buyers to utilize for TCH issues https://trinityclassicbuilds.com/warranty-request
  
  Trinity will continue to finish their agreed list. We can keep you abreast of those updates
  What would you recommend and what can we expect from you and the BBB from here?
  
  Thank you,
  
  
  
  ***********************************
  Chief of Business Development 
  200 *******************
  ***********, ** 76085
  Business: ************
  Personal: ************ 
  EMAIL: ***********************************************************
  TRINITY CLASSIC 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. ↩