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:05/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Creekstone has made promises for repairs and reimbursement of repairs without following through. The driveway started crumbling within weeks of us moving into the home and it was determined by another concrete contractor that it was a faulty job. The tankless water heater also stopped working due to faulty plumbing installation. When we tried to utilize the emergeny contact list Creekstone provided and the warranty for the water heater, they had the wrong company listed and we waited nearly a week for them to send someone for the repair before paying out of pocket to get it done. They finally sent a plumber to us while the one we hired was finishing up the repair. We were promised a refund from Creekstone due to the extenuating circumstances. Our 1 year warranty claim has also gone without resolve. The warranty company can not get any response from Creekstone for repairs, regardless of numerous attempts to contact through email and phone calls. One of these items are a safety issue, due to the garage door continuing to close even if there is something in the way, along with it being crooked and causing a gap at the bottom.

• Initial Complaint

  Date:08/16/2024

  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.

  CreekStone has failed to provide a 1-year warranty that is a part of the original buyers agreement. The company hasnt been responsive to my follow up emails and phone calls.

  Business Response

  Date: 08/19/2024

  After review of this customers concerns, ********************** will offer a one year inspection by a third party to review all items with a hands on approach.  The Residential Construction Performance Guidelines, which was provided to the homeowner,  will be reviewed with the homeowner and any outstanding items will be repaired in a timely manner. 

• Initial Complaint

  Date:04/03/2024

  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 went under contract on a new build spec house with Creekstone in spring 2023. We paid over $10k in cash (above purchase price) for kitchen upgrades in July 2023. We closed on the home in October 2023.Since closing, we have patiently been waiting and working with Creekstone to complete quite a long list of unfinished items. Some of these items have been completed, but I would like to make note that this has all come at a large cost of lost time chasing up these items not to mention hours spent at the **************** building department seeking documentation that Creekstone was meant to complete only to find out they did not. We can add a LIEN and other threats of LIENS as well. For the sake of brevity, I will leave out the details for now.To date (4/3/24), we still do not have our crown molding in the kitchen (which we paid for IN FULL prior to closing), we have the wrong kitchen drawer installed and a microwave installed at knee height (which is not installed according to the plan specs or any model home we viewed of the same plan). Additionally, I would like Creekstone to know that despite their contractors visiting on 3 occasions to properly install our dishwasher, the appliance company was still UNABLE to install it until we hired our own contractor to ready the cabinets according to the dishwasher specs. This is ridiculous on a new build, especially a pencil build that they have built many times in the past. Additionally, we have rather large HOLES in our EXTERIOR stucco that need to be patched asap. These are the builders issues due to an exterior light being misaligned and HVAC venting that needed to be completed/redone in the kitchen. We also believe we are missing metal trim that belongs with the fireplace, but Creekstone has not been able to give us a fireplace manual or answer this for us.Lastly, we are missing an entire section of master closet shelving. It was not installed according to the drawings on the building plan.

  Business Response

  Date: 04/09/2024

  CreekStone Homes LLC acknowledges any confusion regarding warranty services and regrets any inconvenience caused. As per the Purchase Agreement between **************** and CreekStone Homes, there is a one-year warranty in place. In the event of discovering a defect covered by this limited warranty, the owner or purchaser is required to provide written notice to CreekStone. Additionally, as outlined in the Purchase Agreement, CreekStone has the option to engage the services of a third-party warranty provider to manage the one-year warranty.
  
  CreekStone Homes LLC asserts that it informed **************** that any discovered defects should be reported through the online portal of Home Buyers Warranty 2-10, a third-party service utilized by CreekStone. This process is aligned with the construction performance guidelines outlined in the Purchase Agreement.
  
  As of April 9, 2024, **************** has not reported any defects following the process outlined in the Purchase Agreement and related documents.
  

  Customer Answer

  Date: 04/11/2024

  I am rejecting this response because:

  1. These items are not warranty items through a third party program. They're PRE-PAID or paid at closing items that are INCOMPLETE on a NEW BUILD. 

  Items include (Creekstone has signed documentation of):

  PRE-PAID UPGRADED incomplete kitchen cabinets. 

  IMPROPERLY INSTALLED microwave (wrong cabinet size, wrong height, wrong cabinet drawer). It is Creekstone's responsibility to ensure the cabinets ordered match the microwave spec they picked out for the home. If we had alternative options, this should have been communicated and documented. 

  MISSING fireplace parts (We believe the unsold house across the street has the parts we need. Why is Creekstone not offering these parts as a solution?) 6 months have passed. Such a simple solution seems to elude them? If this is not the case, why is their fireplace supplier not getting us our missing parts and manual? Again, a simple solution.
  

  PAID for Master closet shelving that is NOT INSTALLED.

  DECK posts NOT BUILT to plan or to HOA architectural guidelines, with FINES from the HOA

  STUCCO on Exterior of Home needs to be COMPLETE.

  We can use the 3rd party warranty program for items in need of repair since closing, but not for new items that have been left unfinished by the builder. We would love nothing more than to have Creekstone COMPLETE our PAID for home. As someone who works in the same industry, if we treated our customers in the same manner as Creekstone, we would no longer be in business. I wonder where the standard of care lies within this organization?  They have a DUTY to deliver what has been PAID for.  It's time for a wake up call and to begin operating as an organization that values the families purchasing homes, taking Creekstone Homes LLC at their word along with honoring signed contracts. With a LOCAL organization, one would expect better standards than what has been received to date.

   Sincerely,

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

  Business Response

  Date: 04/22/2024

  Dear ****************,
  
  We have received your voicemail expressing dissatisfaction, as well as your rejection of our initial response to your BBB complaint. We appreciate your feedback and understand the importance of promptly and effectively addressing your concerns.
  
  Regarding the matter of entering defects within our *** 2-10 system, we want to emphasize its integral role in efficiently managing reported issues post-home closing. While we understand your reluctance to use this system, it allows us to accurately assess issues, assign trades, schedule repairs, and ensure timely resolution of your concerns.
  
  Despite being a smaller team compared to larger builders, we are committed to delivering a positive experience. Utilizing tools like the *** 2-10 portal is essential for us to uphold this commitment.
  
  In response to your concerns, we have already acted by contacting our contractors and suppliers regarding specific items mentioned in your complaint, the stucco, deck posts, and kitchen cabinet upgrades. We kindly request that any additional items and relevant photographs be submitted via the *** 2-10 Frontline portal, as per the purchase agreements. We apologize for any miscommunication in this regard.
  
  Specifically, items such as the improper microwave, master closet shelving, and fireplace parts, which were mentioned in your BBB complaint and rejection, need to be entered into the *** 2-10 portal.
  
  Your satisfaction is our priority, and we are dedicated to resolving any outstanding issues you may have. Your cooperation in reporting these items via the *** 2-10 portal will help us take appropriate actions efficiently.
  
  
  Thank you for your continued patience and understanding.
  
  
  Warm regards,
  
  CreekStone Homes
  
  
   
  
  
  ***********************
  
  
  *********************************************************
  
  
  ************
  
  
   

• Initial Complaint

  Date:07/31/2023

  Type:Delivery 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.

  Ordered and paid for the shower frameless door 5 months ago. The builder didnt install the door and didnt refund the paid funds. Need the money refund asap.

  Business Response

  Date: 08/14/2023

  CreekStone Homes has been and is working to resolve the disputed change order requested. The change order signed by the purchaser, *****************************, February 16, 2023, does not state anywhere shower frameless door, does state Euro Shower Door in master bathroom (clear glass with nickel finish). Purchaser price of complete Euro Glass Shower door is $1,553 ...  This is the only agreement in writing regarding the shower door upgrade. CreekStone has offered ******************** a refund and this refund amount includes compensation for the base shower door and the upgrade payment. In return CreekStone  requests a release agreement be signed by ********************, which excludes coverage for the shower door and resultant issues, as the shower door will be installed by others. ******************** has the release document and the refund amount.

  Customer Answer

  Date: 08/16/2024

  CreekStone has failed to provide a 1-year warranty that is a part of the original buyers agreement. The company hasnt been responsive to my follow up emails and phone calls.

  Business Response

  Date: 08/19/2024

  After review of this customers concerns, ********************** will offer a one year inspection by a third party to review all items with a hands on approach.  The Residential Construction Performance Guidelines, which was provided to the homeowner,  will be reviewed with the homeowner and any outstanding items will be repaired in a timely manner. 

• Initial Complaint

  Date:08/19/2022

  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.

  Bought a home from Creekstone and no or very little warranty work has been completed and it has almost been a year since purchase date.

  Business Response

  Date: 08/27/2022

  CreekStone reviewed the uploaded documents, letter, and complaint submitted to the Better Business Bureau by ********************** 
  
  CreekStones customer service department will contact **************** no later than September 3, 2022, to schedule an onsite visit and review. CreekStone will review items documented during the new home orientation and will review all items submitted to **** HBW, not excluded by **** HBW, on or prior to August 26, 2022. This condition is pursuant to the agreements previously signed and agreed to by the parties. All service requests post new home orientation must be submitted to **** HBW.
  
  Following the onsite review, CreekStone will prepare a response regarding the action that will be taken. The response will be issued within 10 business days following the onsite meeting.