Complaints

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• Initial Complaint

  Date:11/16/2022

  Type:Order 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 are about closing on our home with Silverthorne Homes. We started this process over a year ago. We eventually signed the contract 12/02/21 with $10,000 as *******/down payment.. Construction dates keep shifting until they started building in July of 2022. Then first issue was with the builders lender, we were told to use their lender(Silvertone) for ease of transaction. We got preapproval by the lender for ****. But lender/builder were not willing to do anything about the rate(7.25) even though construction did not start almost a year after we got pre approval(Oct 2021). We decided to go with another lender.Some changes were done that we were not notified of, but we let those slide since they were not damaging. The color for the exterior Trims and Sidings were flipped by the *************(white for Trims and Worldy gray for Siding, but the exterior Siding and Trims were painted the other way round. Raised this with the them but they asked us to take responsibility for the repainting which according to them, will cost another $2900. They are not even willing to compromise on anything. I did not catch this mistake made by the ************* when the final changes were made. According to them I signed off on the design sheet. But there were changes they they made that I did not sign off on. We are to get$1500 towards closing, I asked them to use it and another $530 credit for upstairs hallway that they use carpet for(this is another issue still in contention). I was told they cant do that even though my lender is not aware and didnt have the check yet. I know they will try to explain this away, as seen and done from the other complaints Ive seen so far. I try to reason with them and meet them halfway but Silverthorne is not ready to budge/compromise

  Business Response

  Date: 11/22/2022

  At Silverthorne, we strive to build a quality home, and use the blueprints and endorsed customer selections sheets for reference when a discrepancy arises.
  
  At the pre-construction meeting (a meeting held prior to the home being built where the buyer meets with sales & construction, and reviews the blueprints and selections), the buyers are provided estimated completion months, and are informed thats only an estimate. The buyer had further signed an incomplete development rider, as the homesite chosen was located within a new community that was still being developed. At the time, we were conducting business at a sold-out community that was a few miles down the road, due to the stage of the new community.
  
  When the buyer was first approved, rates were at 3%, and they have now risen well beyond what any lending institution would have anticipated. Silverton Mortgage, our preferred lender, sent the buyer an email early in the process detailing extended rate lock options, but the buyer never locked in. As a builder, we arent responsible for rate increases in the market.
  
  The buyer signed off on the white siding selection at the design center appointment, and the options were again reviewed at the pre-construction meeting (prior to the home being built) by the building superintendent and buyer. The buyer has had the copies of the signed off selection sheets since the design appointment. 
  
  Several weeks after she made her selections, she was informed her bathroom sink material was discontinued, and received an upgrade to a more expensive quartz top. We at times run into backorders and discontinuations, and have within our purchase agreement the right to substitute materials of equal or greater value.
  
  In regard to the comment alluding that they should get a laminate floor credit- they believed the optional laminate hall flooring on the 1st floor was to be installed upstairs. We dont offer an option for laminate upstairs (carpet only), and this was further noted on the blueprint, which is reviewed at the pre-construction meeting (prior to the home being built). 
  
  The buyer decided to change banks towards the end of the build, which pushed back her closing. Per the contract, we charge a daily per diem fee, but waived the fee and allowed the new date.
  
  The buyer texted the salesperson on November 16th, asking to reduce the seller closing cost contribution to the mortgage company, and cut a check for $530.00 to the painter. Pursuant to the signed Closing Cost Addendum by both buyer and seller, the $1,500 is to be used towards required and necessary closing costs and prepaids.