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:07/24/2023

  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.

  #1 Truland Homes butchered my countertops by using my island that I saw at the demonstration that was in great shape and let trades use it as a workstation between that time and the verification (taking possession). And someone drilled several holes through it. They also had bad cuts and a missing side splash in guest bath. Also a backsplash cut short in master. They sat on the issue for 2 months and material is no longer the same. Which is silly as it quartz and should have almost no variation. They put in mis matched counters through my home. Fail to make all the counters the same and reconnect plumbing. They will misprepresent and say we agreed to shoddy repairs but did not. And We need all counters to match our open floorplan home as it did when we toured and purchased it per contract This is not our issue. Its on the builder. We didn't give partial payment we don't expect alterations because of inexperience and unwillingness to do the right thing. We expect the ENTIRE home to match. Was never given manufac info on counters with dated original load out to see if product is the same. If it is its a manufac issue if not its a Truland issue. Either to be handled by Truland. See othe issues still oustanding below since close. No communication given or updates.
  
  #2 front door hung incorrectly and warped. Trade inspected and agreed to repair Truland will not click off on it.
  
  #3 several doors wrong size in opening and do not meet wood og stops. Daylight in several others.
  
  #4 two delaminating mirrors in master
  
  #5 9 door knobs installed with drill chuck marks
  
  #6 7 scratched windows measured and in the works. BFS
  
  #7 Cabinet issues loaded into portal to many to name but in the works need follow up.
  
  #8 Conduit to cable wasn't installed. Finally was installed but cut short about 5 inches letting water in conduit. Smart switch kit not functioning with system. Waiting too long for your smart home folks to respond.
  
  #9 lvp floor coming up in kit area tripping hazard for kids. Was replaced prior to close missed interlock and damaged install and coming up.
  
  #10 sprayer on kit faucet wont retract
  
  #11 baseboards missing by out of square wall repair by dinette hammer blows in several others painters couldnt repair. Agreed replacement. Not done.
  
  #12 Garage trim wavy and cut short too many nails and jagged. Was not repaired properly. Need visit to show you.
  
  #13 Chip reported before move in master tile floor was not recorded by CM. Also grout voids in all showers, spacer under grout a couple places, this set bleed through guest bath, bukl nose not grouted to wall other guest bath, Kit backsplash grout caulk bad one section.
  
  #14 A few Sprinkler heads not spraying one line looks to be not hooked up
  
  #15 no touch up paint kit promised twice still did not receive
  
  #16 Soffit hole by can light over dining weird screw visible. Soffit co agreed to replace and never came back.
  
  We seek full resolution or a refund on local market value on items to be corrected. Not builder pricing as we cannot achieve that. Pics will be added.
  
  Thanks

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased new construction. On walk through unable to view garage due to the garage doors being installed. Day of closing only one hour to walk through house. The cement where the tracks for the garage door is gouged out, siding doesn't lay correctly and is buckled. I want the cement redone so the integrity of the siding and cement is maintained. We have put the request in writing, entered the complaint through the companies warranty department (only to have it deleted), the warranty personal told us that indeed it needed fixing. Multiple attempts made to get Truland to commit to fixing the issue only to have request ignored.

  Business Response

  Date: 06/14/2023

  This complaint has been misdirected to Truland Homes of Alabama. We have no involvement in Truland Homes operations in Florida and are unable to respond to this complaint. The appropriate contact is Jeff ***** at *******************.com. (850) ********

  Business Response

  Date: 06/20/2023

  Attached is the email response concerning the concrete, sent to the homeowner on 5/31/23. Both concrete and cosmetic issues must be reported before closing and both are exempted from the Warranty Agreement.

  Customer Answer

  Date: 06/20/2023

  
  
  Complaint: 20177382
  
  
  
  I am rejecting this response because:
  This is how the garage cement looked when we closed, as stated before we were unable to view this area on walk through as they were installing the garage doors. This was not caused by wear and tear, this was Truland Homes final product, which I find unacceptable. It affects the integrity of my siding. Had I had the opportunity to view this on walk through I would have not signed off on it. I have walked the neighborhood and no other garage is like this. The cement was gouged out at some point and needs replacing to ensure the siding sits correctly. 
  
  Sincerely,
  
  
  
  Karyn *********

• Initial Complaint

  Date:06/13/2023

  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 purchased a home from Truland in Jan of 2022. There is a one year Warranty on just about everything, unfortunately, the Warranty team at Truland is completely unresponsive. We are outside of our warranty timeline but still have open items that have not been resolved. I have reached out to the Warranty team both in the Warranty Portal as well as on email addresses that I have had prior communications with, all have gone unanswered. Strangely enough, some of my warranty claims that were in the portal "magically' disappeared without resolution. I am certainly not the only one that is having issues with Truland in my neighborhood, it is widespread. I have even gone as far as emailing the President/CEO, that email also went unanswered. We hired a home inspector, one that was on Truland's "approved list" and items were flagged for repair; when we sent that list in, per Truland's instructions, we got no response. A couple are of considerable safety concerns. There is an exposed wire outside of our home, there is a vent tube originating from our HVAC unit that is just terminated into the underside of our roof and not outside and all of the lighting (canned lighting in kitchen and den) flickers when dimming. I understand from other neighbors Turland installed incorrect fixtures and needed replacing. Workmanship items were brought up and not followed up on; its just been a complete mess. I would like to have all of these items fixed asap.

  Business Response

  Date: 06/30/2023

  As per the Warranty Agreement, all items covered by the warranty that are submitted during the warranty period will be addressed.