ComplaintsforGreenstone Homes

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Were confident select Greenstone Homes employees are engaged in a cover-up regarding our issue.2-differing cabinet color samples of the same name were offered at Greenstones **************************** in Aug 2023, 1-brown & 1-black; we chose the black. Greenstone defends 2-cabinet samples currently offered are the same theyve had for years, both brown. This is an outright falsehood; the black sample was replaced with another brown shortly following our complaint. Evidence:1. Photos captured of all design choices made Aug 2023. Front, sides, & back label of black cabinet sample differs.2. Realtors testimony a black sample was an option & chosen, as well as presence during Greenstones Designer discussion surrounding it.3. Email confirming black sample would be noted by Designer on the Customer Selection Sheet & would be the one installed.4. Verbal & written acknowledgement by multiple employees that different samples were offered Aug 2023 versus whats being offered today.5. Written correspondence between employees being in our home prior to its closing acknowledging the cabinet sample chosen they had in their possession to compare doesnt replicate whats been installed.6. Greenstones original acknowledgment of the distinct color *********************** sample would be pulled for not being representative of whats been installed (photos attached).7. Greenstones eventual deceit in bringing with them to a collective Huntwood Custom Cabinets meeting their brown sample as a determining factor which company was going to fix the issue (photos attached).In conclusion, we requested Greenstone brush a darker stain on the fronts of the cabinets to replicate as close as possible the original black sample originally offered & for which all coinciding design choices stemmed from, versus replace the cabinet which would be costly. Their deception *************** dishonesty months following closing continues to be their method of response to our issue.

  

  Business response

  06/17/2024

  We are confident the pictures provided from the client are showing the same door used by ******** Cabinets in their review of this concern.  Attached is the report from Huntwood.  We will respond soon with the information showing we believe both doors are the same.

  Customer response

  06/17/2024

   
  Complaint: 21814194
  
  We reject Greenstone Homes' response.  It's blatantly obvious the cabinets installed are drastically different in color to what was originally offered at the Greenstone Homes ************* & chosen in August 2023.  An employee from Greenstone Homes has indeed removed the once available black cabinet color sample since our initial complaint following installation, & the argument otherwise is an outright dishonest statement.  Again, this is evidenced by not only the multiple photos taken during the design selection process compared to what's currently being offered, but independent 3rd party testimony of the black cabinet sample's availability, as well as multiple Greenstone employees' verbal & written admissions.  Greenstone's continued attempts to involve Huntwood Custom Cabinets is a distraction method attempt by Greenstone Homes to avoid accountability & minimally address their issue with honesty. Huntwood Custom Cabinets is an entirely separate company from Greenstone Homes, & what they currently offer in their own showroom irrelevant to our initial complaint.  ******** was never to be involved in our dispute.
  
  Sincerely,
  
  *********************

  Customer response

  07/01/2024

  Were confident select Greenstone Homes employees are engaged in a cover-up regarding our issue, & the cover-up headed at the direction of their Building & Division Manager *********************.  Our complaint surrounds *********************** dishonesty regarding the availability of a black cabinet sample of which 2-differing color samples (black & ****** were offered of the same name titled Ridgestone-Oak.  ********** choices were solidified in August 2023 with the black cabinet color sample. Our new home was completed in March 2024 with the brown cabinet color sample installed instead.
  
  Building & Division Manager ********************* untruthfully insists that the 2-brown Ridgestone-Oak cabinet samples currently displayed at Greenstones **************************** are the only samples ever offered.  This is an outright falsehood; he has either himself replaced the once offered black sample with another brown shortly following our dispute initiation, or a Greenstone Homes employee was directed to pull the black from display.  This is evidenced by
  
  1. Our possession of numerous photos captured of all design choices made back in August 2023, back labels included, & of which the disputed black cabinet sample differs front/sides/back from whats currently being offered.
  
  2. Greenstones Sales/Project Manager/Broker *************************** email addressed to their Designer *********************** explaining being at our home prior to its closing with their ******************************* Representative *********************************
  acknowledging the cabinet sample he was in possession of that we chose & he was taking pictures of next to whats installed doesnt look the same, is very dark, looks almost painted in color, & further suggests ****** meet them.
  
  3. And finally, our Realtor *********************** testimony to Building & Division Manager ********************* that a black sample was indeed an option along with a brown & the black was chosen; of his presence during our design selection appointment with Designer ***********************; his conversation with ****** specifically surrounding the black color sample, & numerous emails pertaining to & confirming it would be installed.
  
  We became aware of Building & Division Manager *********************** cover-up attempt when ******************************* Representative ********************************* brought with him to a collective Huntwood Custom Cabinets meeting (of which were were told was initiated to determine which company was to fix the error) their newly replaced brown color sample; NOT the disputed black sample. Pictures of this incorrect brown sample were taken next to the incorrectly installed brown cabinets DESPITE our stating it was the incorrect sample brought for comparison & our inquiring the desire for pictures.  We now know why These pictures are what ***** using to support his claim & close our case, stating the color variations are slight & within range.  Hes correct about that, as theyre both brown.
  
  Its worth noting (& this is important) that prior to this collective Greenstone Homes/Hunter Custom Cabinets picture-capturing moment,  ******************************* Representative ********************************* had in his possession at our home with us prior to its closing the disputed black cabinet sample which has since mysteriously disappeared from ***************** Center.  He acknowledged the distinct color discrepancy, & further added hed recommend it be pulled due to it not being representative of what was installed, adding Greenstone would make things right.
  
  Theres been an all of a sudden refusal by Greenstone employees to engage in this issue; *********************** their boss, & theyve been instructed not to.  Weve yet to hear from ANY of ***** superiors at Greenstone Homes.
  
  To conclude, we are beyond astounded.  We didnt ask that Greenstone Homes replace the cabinets; that seemed costly on their end.  We simply asked that they brush a darker stain onto the exposed areas to replicate as close as possible the original black sample offered & chosen, & at a time convenient for them.  Greenstone Homes Building & Division Manager *********************** cover-up attempt & outright deception trail months following closing is the most disturbing factor of all.  Its soured greatly our home-build experience, & our view of the company & many of its employees whom we were initially fond of.  
  
  (Photos attached).
  
  CHOSEN black cabinet sample front view. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN black cabinet sample side view. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN black cabinet sample inside/backside view with label - Note significant color difference of inside/backside view; this we were expecting. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN black cabinet sample front view with 1-countertop selection. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN black cabinet sample front view with 2-countertop selections. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN black exterior door sample. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN black fireplace tile sample. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN design selection grouping - Note all black choices match black cabinet color on right. (Taken @ Greenstones **************************** August 2023)
   
  
  CHOSEN design selection grouping - Note all black choices match black cabinet color on right. (Taken @ Greenstones **************************** August 2023)
   
  
  NOT chosen brown cabinets installed next to NOT chosen newly swapped & brought for comparison brown color sample front view. (Brought instead of black sample April 2024)
   
  
  NOT chosen brown cabinets installed next to NOT chosen newly swapped & brought for comparison brown cabinet color sample back view. (Brought instead of black sample April 2024)
   
  
  NOT chosen brown cabinets installed next to NOT chosen newly swapped & brought for comparison brown cabinet sample back view label - Note label difference from black option.
  (Brought instead of black sample April 2024)
   
  

  

  Business response

  07/03/2024

  We reached out to the client on June 20 with a document showing the cabinet door used for the Huntwood report and a picture they provided were the same cabinet door based on a comparison of the wood grain.  It was also suggested we use the arbitration process through the BBB to come to a resolution.  The client has yet to respond to us.  Attached with this response is the photo comparison of the two doors.

  Customer response

  07/08/2024

   
  Complaint: 21814194
  
  Once again, ********************* is being untruthful in his responses.  His 6/20/24 email regarding arbitration was responded to on 6/24/24 & stated ****, due to our lack of trust in you and Greenstone, we need to understand more regarding the arbitration process directly from the BBB.

  Were still confident select Greenstone Homes employees are engaged in a cover-up regarding our issue, & the cover-up headed at the direction of their Building & Division Manager *********************.  Our complaint still surrounds *********************** dishonesty regarding the availability of a black cabinet sample of which 2-differing color samples (black & ****** were offered of the same name titled Ridgestone-Oak.  
  

  Building & Division Manager ********************* untruthfully insists that the 2-brown Ridgestone-Oak cabinet samples currently displayed at Greenstones **************************** are the only samples ever offered.  This is an outright falsehood; he has either himself replaced the once offered black sample with another brown shortly following our dispute initiation, or a Greenstone Homes employee was directed to pull the black from display.  This is evidenced by

  1. Our possession of numerous photos captured of all design choices made back in August 2023, back labels included, & of which the disputed black cabinet sample differs front/sides/back from whats currently being offered.
  
  2. Greenstones Sales/Project Manager/Broker *************************** email addressed to their Designer *********************** explaining being at our home prior to its closing with their ******************************* Representative *********************************
  acknowledging the cabinet sample he was in possession of that we chose & he was taking pictures of next to whats installed doesnt look the same, is very dark, looks almost painted in color, & further suggests ****** meet them.
  
  3. And finally, our Realtor *********************** testimony to Building & Division Manager ********************* that a black sample was indeed an option along with a brown & the black was chosen; of his presence during our design selection appointment with Designer ***********************; his conversation with ****** specifically surrounding the black color sample, & numerous emails pertaining to & confirming it would be installed.
  
  We became aware of Building & Division Manager *********************** cover-up attempt when ******************************* Representative ********************************* brought with him to a collective Huntwood Custom Cabinets meeting (of which were were told was initiated to determine which company was to fix the error) their newly replaced brown color sample; NOT the disputed black sample. Pictures of this incorrect brown sample were taken next to the incorrectly installed brown cabinets DESPITE our stating it was the incorrect sample brought for comparison & our inquiring the desire for pictures.  We now know why These pictures are what ***** using to support his claim & close our case, stating the color variations are slight & within range.  Hes correct about that, as theyre both brown.
  
  Its worth noting (& this is important) that prior to this collective Greenstone Homes/Hunter Custom Cabinets picture-capturing moment,  ******************************* Representative ********************************* had in his possession at our home with us prior to its closing the disputed black cabinet sample which has since mysteriously disappeared from ***************** Center.  He acknowledged the distinct color discrepancy, & further added hed recommend it be pulled due to it not being representative of what was installed, adding Greenstone would make things right.

  Theres been an all of a sudden refusal by Greenstone employees to engage in this issue; *********************** their boss, & theyve been instructed not to.  Weve yet to hear from ANY of ***** superiors at Greenstone Homes.

  An arbitration process would be welcomed.

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

  

  Business response

  07/21/2024

  We offered to go through the arbitration process with the client on June 20, 2024.  To this day, we haven't received a response other than that would think about it.

  Customer response

  07/23/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Greenstone Homes deceived us or at best misrepresented the truth. We bought our Greenstone house in the ************** of ************ in March of 2024. Part of the process before the build is selecting options and finishes. We selected a kitchen cabinet color that was almost black from samples at their design center. When we took possession of the house, the cabinets were not the right color (several shades lighter). We immediately voiced our concern and after several conversations/meetings with both Greenstone and Huntwood (cabinet manufacture) all agreed that the color was off. Initially, Greenstone and ******** pointed the finger at each other, but nothing was resolved.We had to keep initiating communications asking about the status of this complaint and they kept putting us off saying they were working on it. I assume they were hoping we would tire and stop asking. This situation went on for two months.Finally, after asking again, we received an email saying that color was within a range tolerance, and they are considering the matter closed and if we wanted to rectify the issue, it would be at our cost.We were never informed about the possibility of a range tolerance or shown what the ranges of final product might look like. If we were, we would not have selected this option. Side note The original sample we viewed is no longer in the design center, however we have pictures to prove/provide.

  

  Business response

  06/05/2024

  The customer claims the sample they chose from was different than what was brought to their home to compare the stain variations yet this isn't accurate.  Our door samples haven't changed since they selected their cabinet stain color.  The natural variables of wood will take a stain differently as is evidenced by the attached report.  It shows the front of the sample cabinet door being darker than the back.  The customer's cabinets are between the two shades of stain shown on the sample door.  What was represented when they selected their colors is consistent with what the customer received. 

  Customer response

  06/05/2024

   
  Complaint: 21756634

  We reject Greenstones response & believe an attempted coverup by select Greenstone employees is at play.  This is evidenced by dishonesty about the availability of a black cabinet sample of which 2-color samples were offered of a similar name at the Greenstone ***************************** in August of 2023, & for which all other design choices for our new build with them stemmed.  Our new home was completed in March 2024.
  
  Greenstones Building Divisions Manager claims he cannot see a color difference between the pictured cabinet samples weve provided & whats been installed, while at the same time stating camera fluctuations distort colors.  Its worth noting there are no camera fluctuation accusations amongst the other design choices made where the black cabinet color is photographed next to many other black items chosen.  Upon pointed this out, the next claim became the cabinet samples they currently possess & offer are the only samples theyve had for years at their ************* & have not been recently replaced.  This is an outright false statement.  Greenstone has since our complaint replaced the black sample with another brown one.  This is evidenced by our providing

  Numerous photos (2-attached) of all design choices made back in August of 2023, back labels included.  (The selected back label on the cabinet color in question is different from current samples they now offer.)
  

  Our Realtors testimony that the black sample & chosen option was available in August 2023, as well as his presence during a Greenstone Designer conversation surrounding it during the design elements selection appointment.

  Color discrepancy photo proofs & email copies referencing the black cabinet color sample prior to closing.

  The admissions of Greenstone employees familiar with the samples offered in August 2023 versus whats being offered today, including the ******************************* Representative, Sales/Project Manager/Broker, Designer, & ************* Receptionist.  However, were to assume this piece of evidence is no longer an option evidenced by

  The Greenstones ******************************* Representative bringing with him to a collective Huntwood Custom Cabinets meeting the brown of the 2-cabinet color samples that was to determine which company was going to fix the issue. Pictures of the brown sample were taken next to the brown cabinets installed;despite our stating it was the incorrect sample brought to compare; the correct sample was to be the black one.  Its worth noting, & this is important, hed brought with him the correct black sample weeks prior to a meeting before Greenstones decision to involve Huntwood, acknowledged the distinct color discrepancy, & further added hed recommend it be pulled from Greenstones ************* due to it not being representative of what was installed.  Greenstones decision to involve Huntwood in their determining conclusion is actually irrelevant here, as we did not choose the black cabinet sample from a Huntwood Custom Cabinets Showroom; we chose it from Greenstones ************* Showroom.  This was never a Huntwood issue.  
  
  In summary, we did not ask that Greenstone replace the cabinets.  That seemed costly.  We asked that they brush a darker stain on the fronts that could replicate as close as possible the original sample offered at the time & chosen, & at a time convenient to them.  The outright deception attempts are the most disturbing fact here & have soured our view of the company.  We will no longer be recommending them to others.  If attempts are made to right this wrong,well update this review.
  

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

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my Greenstone home brand new 1st owner in August 2022. In Dec of 2022 when ********** got a lot of snow and a real bad cold snap my Heat pump quit working.I talked to Greenstone and they told me that the system they put in was coded for this region however when we get a cold snap like we did it might have challenges and not keep up. This system is inadequate/insufficient at times for the cold that we experience. This past week in **** we had another cold snap and system was not working to heat my house. I Called Greenstone and they never called me back .I emailed them and they sent me a form letter saying that that the system was made to code and just when we have a cold snap for a few days it might not be able keep up. I .Was told to use Firplace and Space Heaters to heat my home. The Fireplace was a upgrade that i had to pay extra for so yes can use it but it should not be their answer to this.Yes that helped heat home but is not the solution to this issue. I know that my heating/gas Bill is going to be outragous due to using fireplace and spaceheater 24/7 to heat for 3 days. Greenstone homes does not seem to think this is a issue for us as they say it should work 99% of the time and i don't think that is a fair # as i was without my system working for 3 days and had to heat with fireplace and space heaters. These homes were not inexpensive and i would just expect the heat system to work.I feel Greenstone homes should cover the cost of upgrading the system or replacing it completely so that they will actually be adequate/ sufficient in handeling the cold temps. They have put different systems in the new homes they are building as i think they know that the ones they had previously installed in the homes are not working. It is hard to know the seperate amount of the system as it was installed in my new home when i bought so i put price i paid for home.

  

  Business response

  02/07/2024

  The attachment document provides the context and a response to the customer's complaint.  When temperatures drop well below zero degree Fahrenheit, there will naturally be higher utility bills no matter what type of HVAC system is in a home.  

  Customer response

  02/08/2024

   
  Complaint: 21157812
  
  I am rejecting this response because:I don't feel that they have responded to the complaint. All they said was that with cold temps the bill will be more which any one knows that  and than sent a form letter about how the Heat pump works and was installed up to code. This does not help with having heat in the home when we have a cold snap here. I would like them to replace or repair the unit to heat my house when it is cold out. As of with what i have now it does not heat the house when cold so i feel it is a  inadequate/insufficient system.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new home from Greenstone on 10/1/22. They have installed an insufficient heat pump that does not operate in frigid temps below 18 degrees. There has been no heat in my home for the last 4 days. They should have installed a unit that will perform in low temps. Spoke with one of the owners of Greenstone - *********************-on January 12th & his reply was a "mickey ****** letter telling us to use space ******************** It was a form letter. Greenstone is now installing **************** units in the last builds in The Cottages that will perform during frigid temps. Obviously Greenstone realizes there is a problem by installing different units than the ********** they installed in my home. We paid a high price for these homes to not have heat during certain times in winter. They need to replace/install new sufficient operating units at their expense to make sure we have heat during these cold temps. I understand the ****************** signed off on these insufficient units which they never should have done. This same thing with no heat happened last year, too

  

  Business response

  02/07/2024

  The attached letter provides the context and a response to the customer's complaint.  

  Customer response

  02/09/2024

  Hello - their response quite frankly, is elementary! Their reply When temperatures drop well below zero degrees Fahrenheit there will naturally be higher utility bills no matter what HVAC system is in the home!  Please tell me what that has to do with the situation at hand??? They put in insufficient heating system and refuse to replace with a system that will supply heat to my home during extreme frigid temperatures- by telling us to use space heaters and fireplace in a new $436K home is totally bizarre! Horrible customer service and support- big company and they can just do nothing! They should get a horrible rating! My neighbor and I are continuing to pursue a resolution on this- its very sad. Both of us are seniors and not to have heat in our homes during winter frigid temperatures is elder abuse! 

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window water penetration to inside drywall. Water entered the interior of the house after spraying the siding with a garden hose. Greenstone states "siding was installed per manufacturing specifications". This I do not believe is correct as the installation of the siding says "to keep **** joints more than one course away from top and bottom of window. The window that had water penetration does have a **** joint in the first course above and below the window. Cleaning instructions allow the use of garden hose to clean the siding and also to use a pressure washer with no more than **** PSI using wide fan tip that is kept 6 feet from the wall.

  

  Business response

  04/21/2023

  Dear BBB,

  Greenstone Homes researched the complaint that the siding wasn't installed per the manufacturers specifications.  We've received confirmation from the manufacturer that while **** joints aren't recommended they are allowed above window openings.  See attached email for this information.  The manufacturer also recommends when siding is washed off with a hose it is done in a side to side fashion to prevent water intrusion of the moisture barrier.

  If there are any other questions related to this complaint, please contact us.

  Sincerely,

  Greenstone Homes

  Customer response

  04/27/2023

   
  Complaint: 19915204
  
  I am rejecting this response because: There is no other way to wash above the window without the side-to-side motion.

  The window was washed from left to right with just one spray.

  If this is acceptable, why isn't there a **** joint above the other windows that have a **** joint under the window?

  Butt joints above and below windows is avoidable. The contractor should put the **** joint on the stud before the window.

  Poor workmanship!

   

   

   

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

*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. ↩