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:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 home in September 2023 and like all new builds, I had a walk through with a substantial punch list. For the first couple of months they were being looked at/completed. I didn’t hear from anyone after2-3 more months and I found they had marked everything completed. After correcting that , 2 or three items were looked at. Then it stopped again. For the past few months, I’ve attempted to call their office. No one ever answers and when I leave a message, my call aren’t returned. I’ve even reached out to their office salesman in the model home and I still can’t get anyone to call me. I’ve spoke to my neighbors and they say they can’t get ahold of anyone either. I was supposed to get a 1 year walk through but it never happened. Worst customer support I’ve ever experienced. You would think it would be top notch after spending half a million dollars on a house.
  Thank you.

  Business Response

  Date: 03/18/2025

  Customer was spoken to and all warrantable items were scheduled on and around October 15th. Customer was advised to contact his project manager directly if there were any issues and to notify when complete so paint touchups could be scheduled for garage and trim. 

  At this time, Trust Homes is in communication with Mr. ******* and will work through any outstanding valid warranty requests. 

  Customer Answer

  Date: 03/19/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/20/2023

  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.

  Our lot was not graded and engineered properly to take into consideration the copious amount of run off we get during storms. We, as the home owners, have been blamed for these flooding issues even though this issue was present prior to a fence and pool being installed. We have spent thousands to remedy it ourselves, but the issue is too great and we refuse to spend any more on the problem when the builder needs to be held responsible. Trust Homes has also made the issue worse by draining the adjoining property onto ours causing a bigger issue. Because of the major flooding we cannot maintain a proper fence without constant repairs and our pool has damages despite being raised and having flood waters directed around the pool. The flooding is too great and we need a massive fix. Our landscape gets washed away which prevents us from being able to keep the yard in the condition it needs to be and because of the mud and run off we have grass constantly dying and needing to be replaced. Attached are photos before and after the pool since they tried blaming us for this issue even though we have documentation showing they were privy to it prior and refused to fix it then as well. Our yard is completely unusable after a storm due to the swamp it creates from the poor drainage. In no way shape or form is this a homeowner issue, try as they might to spin it as such. We were given a lemon lot, plain and simple.

  Business Response

  Date: 07/05/2023

  This has been reported and addressed several times. I will refer you to page 2 section III Exclusions from the Quality Builders Warranty that the customer received.

  A. damage or loss not caused or created by the builder or its employees... water escape, changes in the underground water table, ... floods.

  B. Ant deficiencies in or damage caused by material or work supplied by anyone other than the builder or its employees.

  E. loss or damages to or resulting from defects in improvements which are not part of the house which includes swimming pools and fences.

  K. loss or damage resulting from, or aggravated by changes to the real property, by anyone.

  M. loss or damage resulting from, or aggravated by, or occurring to modifications or additions to the home made after occupancy.

  Customer Answer

  Date: 07/05/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  It was not disclosed prior to purchasing property that we were purchasing a lot that floods substantially. If this was disclosed, or if we had any idea what we were purchasing, we would have chosen another property. Builder should do the right thing, have some integrity and help it’s owners manage the excessive amount of runoff and install drains to go out to the storm drain to take stress off of our properties. We were also told weeks ago they would be contacting DHEC to assess our flooding issue to see if anything could be done, but haven’t heard back from that. Now they’re back to saying it’s not their problem? Which is it? Are we trying to help us like when the CEO knocked on our door to acknowledge our terrible flooding issue, or are we back to throwing our hands up saying this isn’t their issue?

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have standing water in our crawl space because of poor job that Trust home did. They have evaluated the issue and promised to fix it. Nothing has been done. It has been several months of them promising us to come out next week with no one showing up. We are starting to see mold grow on the walls which can become a major health concern.

  Business Response

  Date: 05/02/2023

  Good afternoon,

  We have been in contact with the homeowner and met at the home today to come up with a solution. We will have our contractors onsite Thursday May 4th to begin working on the issue. 

  Customer Answer

  Date: 05/02/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******** ********

• Initial Complaint

  Date:12/19/2022

  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.

  We were initially told we would have a 5 foot shower and a 5 foot tub as an upgrade. After the addendum was signed and tub and shower put in, we learned that was incorrect information. We tried for months to get the shower and tub changed as they said any changes after signing the addendum would be $250. After causing a fuss about the shower and tub for so long they finally said they would change it after the house was nearly complete and would charge me around $4-5k to make the repair when it could have been done easier and cheaper during the construction of the house. The tub had cracks in it as both Z*** and K**** said it was due to the painters putting their ladder in the tub to mud and paint. L*** said don’t put a laundry list of things on your final walk through as their boss doesn’t like seeing a long list. Big mistake on our end. I brought up the cracks on our 1 month and 11 month walkthrough. Since Z*** is no longer with Trust, most everything from the 1 month didn’t get fixed. I reached out to B**** S about the tub because we want the tub replaced. Multiple professional we had come quote us on repairs said Trust ways of repairing is a two year temporary fix. I told B**** we do not want a temporary fix when we paid nearly half a million for our home. After a few emails exchanged and I sent pictures of the rest of our neighborhood complaints to B**** so he knows we aren’t just being picky and we have multiple issues with horrible customer service, He is now declining to repair the cracks in the tub due to his “courtesy” going thankless. I told him it’s not courtesy when it wasn’t done right the first time and I’m just trying to get them to fix their mistakes. Since L*** didn’t put it in our final walk through so their wasn’t a “laundry” list of items to be repaired but promised it will be done, and we signed off on it, in the fine prints says cracked tubs aren’t covered in warranty. Now B**** will not do the repairs because our our email confrontation.

  Business Response

  Date: 12/20/2022

  In regards to this complaint, buyer requested that tub be replaced, and Trust Homes denied request as this was not covered in buyer's warranty. Please see attached closing list and warranty docs. Both signed and accepted buy buyer. Warranty states that cracks in the tub are not covered under Trust Warranty. 

  Regards, 

  Trust Homes

   

  Customer Answer

  Date: 12/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As stated multiple times to Brian and on here, we were told by Luke and Cindy at closing to not have a "laundry list" on the final walk through as their boss does not like that now this is going against us, the home buyers of a nearly half a million dollar home. The workman ship of the bathroom alone is the work of a kindergartener. and as stated to Brian, multiple professional came to quote remodeling our less than 1 year old bathroom due to the poor build Trust provides, and every professional said that Trust solution is a temporary solution and we will have water damage after about two years. Trust has been very shady with their operations our entire relationship. The tub was made aware before closing to Luke and Cindy, Trust Employees. They told us not to add that to the list. On top of that, Luke also advised that we don't even get a home inspector to check their work because they are a new build and nothing will be wrong with the house. Now Trust is trying to find their way out of fixing their mistakes. If there is no resolve from this, i have learned one thing and i hope other people learn from my mistake: do not trust the builders word on anything, always double and triple check them, and have everything in writing or they will weasel their way out of anything not caring about their reputation.  

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

  Business Response

  Date: 02/10/2023

  Trust Homes position remains the same. Below is the exact response from the original complaint that was answered on December 21, 2022. 
      In regards to this complaint, buyer requested that tub be replaced, and Trust Homes denied request as this was not covered in buyer's warranty. Please see attached closing list and warranty docs. Both signed and accepted buy buyer. Warranty states that cracks in the tub are not covered under Trust Warranty. 
  Regards, 
  Trust Homes

• Initial Complaint

  Date:10/13/2022

  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.

  We have been waiting for months since closing on our house to have warranty and walkthrough items completed. We have asked for updates and get no response. Now they are also changing what we were told the marked property lines without any communication to us.

  Business Response

  Date: 11/10/2022

  Regarding the complaint listed above and attached.

  **** *******

  ** ****** **

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

   

   

  Both myself and Zack Tennihill have both been in communication with this homeowner to resolve their outstanding warranty issues. They had a few flooring issues that material had to be ordered and has since been scheduled with the homeowner for November 30^th per the homeowner’s availability. There was also an issue with the microwave that was resolved this week, and an issue with a piece of bent metal on the vent hood that is on order.

   

  As for the property lines, we haven’t moved nor changed any property lines. We simply had the common line staked between their home and the home we have under construction next door.

   

  Jeff W****

  Customer Answer

  Date: 11/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have only got a response after multiple emails.  We still do not have a projected resolution for our soffit or stove hood.  The flooring "is supposedly" scheduled for nearly two weeks but they have already no showed three times.  They may have "not moved" the lines but it was incorrectly marked and communicated at the time of closing and then not communicated this mistake was made.  Others need to be aware of the lack of desire to resolve their homebuyers issues problems before other enter into a contract with this substandard builder when it comes to communication and customer service.  There are multiple home owners in our neighborhood who share this sentiment. 
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:09/06/2022

  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.

  Contacted the builder within a few weeks of buying the home in 2021 about a leak inside the home, turns out the roof was incorrectly installed. They dragged their few for months, when they finally “fixed” the problem they actually didn’t and the leak resumed a few months later. Had a third party Inspect the roof and they said it was even up to code, there is still a leak in the house now. The shower was sealed incorrectly and water had been leaking under the shower for nearly a year without even realizing it.

  Business Response

  Date: 12/06/2022

  Both myself and Zack T******** have both been in communication with this homeowner to resolve their outstanding warranty issues. They had a few flooring issues that material had to be ordered and has since been scheduled with the homeowner for November 30th per the homeowner’s availability. There was also an issue with the microwave that was resolved this week, and an issue with a piece of bent metal on the vent hood that is on order.
  
  As for the property lines, we haven’t moved nor changed any property lines. We simply had the common line staked between their home and the home we have under construction next door.
  
  Jeff W****