Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:01/10/2024
Type: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.
This matter arises from a contract we had with Turnstone Custom Homes and their failure to complete and resolve issues.
Turnstone Custom Homes began work January 16, 2023. Estimated completion of work was 8 – 10 weeks; still have not been completed as of January 7, 2024.
Significant Unresolved Issues Under Original Contract Scope:
1)Custom Kitchen Upper Cabinetry designed and manufactured incorrectly. What should have been 2 separate cabinets was 1 large cabinet.
2)Cabinetry light rail-Turnstone did not consult us and it was installed improperly.
3)Mismatched lighting- Turnstone left 3 of the old can lights. Mismatching recessed lights in our new renovated kitchen space
4) left metal rods and electrical wires exposed on sides of one of the windows
5)Office-Bottom cabinetry doors were designed and manufactured differently (inconsistent sizes)
6)Bottom toe kick replacement – 1 continuous piece so no seam showing
7)Cabinetry lighting was not completed, LED lighting in top glass cabinet was not completed.
8)Bathroom vanity-Turnstone agreed to the additional renovations listed out below. NONE have been completed to date.
•Removing existing vanity/countertop/faucet,•Replumb for 2 sinks•Install new vanity, 2 sinks, 2 faucets•Supply and install new countertop•Relocate 1 existing wall switch and 2 wall sconces to accommodate new larger vanity and mirror•Install larger bathroom mirror, towel ring, and relocate toilet paper holder.
Water Damage/Contractor Liability Claim: Turnstone incorrectly installed a drain hose to an ice maker in the office/bar. Led to drain hose breaking, causing a flood of water into the 2nd and 1st floor and siding on the outside of the home. $25,000 in repairs.
Items not covered by homeowner's insurance policy:•$1,000 out-of-pocket deductible•$950.00 for plumbing repairs •Much of the home was unusable during the peak summer months.
-Turnstone acknowledged we were due a credit of $2,904.15 due to changes in project design and materials.
Business Response
Date: 02/13/2024
Please see the attached Response.Customer Answer
Date: 02/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
I am in receipt of the letter from Turnstone's attorney, dated February 12,
2024. The attorney's proposed resolution to
maintain the status quo is firmly rejected. His response letter does not address any of the points or documentation
provided in the “Turnstone Grievance Letter_1_07_23”, submitted with our BBB
complaint. Instead, he simply offers multiple sweeping generalities and factual inaccuracies and then offers a
proposed solution that does not even begin to address the significant damages
listed in the aforementioned grievance letter.Please see the attached response letter to Turnstone's attorney for additional details.
Regards,Complaint ID: 21111322
Business Response
Date: 03/11/2024
Please see the attached correspondence.
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