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:09/04/2024

  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.

  Whatever you do, do NOT buy a trophy home. We purchased a Trophy build in June of 2021. To say that it is shoddy work is an insult to shoddy work. Major foundation issues that make most of our doors unable to close. Rebar sticking out of the ground in the backyard that our children play in. The worst, cheapest flooring that is in the market. The sod they use is an absolute joke and you will have to spend thousands of dollars to fix if you want a decent looking yard. The retaining walls have already eroded and fallen apart. To add insult to injury, any warranty claim you may attempt to make will be snaked around and they will try to blame the homeowner. They are a joke of a company and take advantage of young families. ****** learned and praying we can get out of this nightmare of a home. I have spoken with others in the neighborhood and they all have similar issues. Trophy takes no accountability for their dreadful work. Not to mention their workers left beer cans that we still find when we dig up anything in our yard for gardening

  

  Business Response

  Date: 09/06/2024

  I'm so sorry that your experience with us fell short of expectations. We are listening, and will continue to make improvements in our processes. Our warranty team does due diligence to review all homeowner concerns and we abide by the agreement outlined in the home warranty. 

• Initial Complaint

  Date:08/29/2024

  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.

  Trophy Signature homes took ******* money of $5000 to hold a home for purchase. After signing and approving 20% down payment (3) three days after closing was pushed back stated it would now be 25% down adding an additional $14,000. After explaining I was did not approve that valuation they said to bad and kept the ******* money saying it was "my fault" THEIR lender raised the percentage down. This is extortion plain and simple not to mention unethical.

  

  Business Response

  Date: 08/30/2024

  This prospective buyer applied for two loans for two different houses. His loan was only approved for one home. He decided to cancel both contracts, but only one contract was eligible for an ******* money refund. We refunded one, but not the other. He did come to the model home to further discuss the situation and showed up with a gun on his belt and let us know that his gun was there. With or without a gun, we followed the transaction guidelines outlined in our contracts.

  Customer Answer

  Date: 08/30/2024

  I am rejecting this response because:   Trophy is blowing the "gun" issue out of proportion. This is ***** and I am a LICENSED gun carrier. I also wore it to my daughters closing earlier that morning without any issues. That lender had no issue and even stated they also were gun owners. The gun has no relevance to the situation as they are trying to divert the attention off of their actions. They no 30.6 or 30.7 signs posted preventing the carrying of guns on their property. Furthermore, myself as well as my realtor were also carrying the day we walked into their office to first request purchasing of the homes any did not receive any issues at that time. So, I state again the gun is a none issue. The real issue is you cannot force someone to purchase a home when you sign off on a 20% downpayment and then at closing tell them oops sorry now it is going to be 25% and if you do not take then we will keep your ******* money. Very, very unethical and immoral way of doing business. I legally have a right to very offers and decide whether they are in my best interest and was not given that opportunity.

  Customer Answer

  Date: 08/30/2024

  I would also like to state for the record when the agent requested that even though there no signs posted of no carry laws I still without issues disarmed and removed the gun from my possession.

  

  Business Response

  Date: 08/30/2024

  We understand the concerns regarding the outcome. Please note that all actions were taken in strict accordance with the terms and conditions outlined in our contract. We are committed to upholding the agreements made, and we are always available to discuss any further questions you may have.

  Customer Answer

  Date: 08/30/2024

  I am rejecting this response because:   The in house agent had no authority to negotiate and his boss, Regional Sales Supervisor, refused to negotiate a compromise other than deal with what we give you. So whom should I speak with to work a solution where we both win? 

  Customer Answer

  Date: 10/10/2024

  Thank you for the response however I did not receive any response form the builder regarding the last post so there was no information for me to provide as they ghosted me. We thank you for your assistance.

• Initial Complaint

  Date:08/25/2024

  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.

  Our flooring started popping up within a month or two of us moving in. They sent someone out to fix the area in the dining room but shortly after the same area popped again as did several areas across the entire floor - hallway, kitchen, living area, mud room. They have continued to tell us since then (over the last 12 months) that they were sending someone out again and that the entire floor may need to be replaced. Since then - and well within our warranty period - weve been through 2 or 3 warranty managers, weve escalated to their supervisor but emails have gone unanswered or answered with the same generic email that theyll email the flooring company. We moved in June 2023. Its August 2024 and we still have no resolution from Trophy Warranty.

  

  Business Response

  Date: 09/09/2024

  We have been in contact with this homeowner as we continue to work with our flooring vendor and manufacturer on an inspection and plan of action.

  Customer Answer

  Date: 09/09/2024

  I am rejecting this response because:   Yes, the yet again new area manager ***** ******* responded on August 26 that the flooring co would have to come out to inspect. I replied with details as far as when they had been out - on Oct 18 - to inspect. To date, we still have no other information other than Trophy is reaching out to the flooring *** Theyve been reaching out for nearly a year now with no resolution. 
  

  From: ******* ****** <*******************************>
  Sent: Monday, August 26, 2024 5:37 PM
  To: ***** ******* <**********************************************************>
  Cc: ******* ****** <********************************************************>; ****** ****** <*******************************>
  Subject: Re: 2412 Ponca
  
  Thank you for the response. Flooring co has already been out previously to inspect. We keep getting told - when told anything at all - that its a manufacturers defect. **** with ***************** camr out on October 18 and again on February
  
  Thank you for the response. Flooring co has already been out previously to inspect. We keep getting told - when told anything at all - that its a manufacturers defect. 
  
  **** with ***************** came out on October 18 and again on February 16.
  

  

  Business Response

  Date: 09/24/2024

  We have been in contact with this homeowner, including updates with our progress.The flooring was inspected again on 9/17 and we are waiting for an update from the manufacturer giving us the confirmation that the flooring is defective.

• Initial Complaint

  Date:08/15/2024

  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.

  Still waiting on warranty work to be completed from warranty meeting in May 2024, counter top in kitchen needs to be replaced, windows in master bedroom were replace but they have not contacted to finish paint/trim for windows. Warranty contact is unresponsive to multiple emails asking for follow up.

  

  Business Response

  Date: 09/10/2024

  We have been in contact with this homeowners to schedule drywall repairs, paint and screens. Work is scheduled for this week.

  Customer Answer

  Date: 09/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/12/2024

  Type:Billing 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.

  I signed initial contract after prequalified by Trophys preferred lender. I had my lender but I was victimized taking the preferred lender. Everything was done , deposit of $5000 made as EM. We had visit, inspection etc, we contracted with tenant for old house . Closing day was 18th June but the lender keep asking more documents. Thats not the problem after asking for new documents they fall sleep for few days , I had ask if they need anything. Then they replied with saying lets check they sleep again. They ask for another document, I was so upset and complained to trophy local sales team and they also admitted that lender does that. However , the lander totally changed my loan substantially from $11000 cash for closing to $71000. Anyway theyre asking me to get co-signer and after that still $61000 . They said I cant get loan as we asked for . Meanwhile closing date passed, Now I asked for my money back but one of the sales managers ***** declined and said I was the one who is not moving forward. The lender already said my loan wasnt approved as was prequalified. I thought it was kind of trap to illegally hold peoples hard earned money.

  

  Business Response

  Date: 08/30/2024

  We did refund the ******* money for this prospective buyer.

• Initial Complaint

  Date:07/07/2024

  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.

  The issues with my home conflict with the energy savings and quality assurances advertised by Trophy Signature Homes. Despite assurances of superior quality and energy efficiency, numerous issues violate building codes and best practices. Despite initial support from the Warranty Manager, ******* ******, repeated **** issues led to waning support and no accountability. ******* missed multiple appointments and failed to provide service documentation.Detailed Issues and Code Violations 1. Improper **** System Configuration: System Sizing: The Lennox model EL16XP1-060-230A02 installed in my 4012 square foot home is improperly sized, violating ACCA Manual S, which dictates that **** equipment must be appropriately sized based on detailed load calculations (IRC Section M1401.3). Bypass Duct Size: The bypass duct is undersized for a 5-ton system, needing to be 14 inches in diameter, which is crucial for proper airflow (ACCA Manual D).2. Return Air from Attic and Supply Air to Attic: Violation of IRC Section M1602.2: This section explicitly states that return air must not be taken from unconditioned spaces, such as attics. The current configuration, which draws return air from and supplies air to the attic, directly violates this provision.3. Rooms with Only Supply Vents and No Return Vents: Airflow Imbalance: Several rooms only have supply vents and no return vents, causing significant airflow imbalances and violating best practices outlined in ACCA Manual D and IRC Section M1601.1, which require duct systems to be designed for balanced airflow to ensure proper system performance and indoor air quality.4. Lack of Adequate Documentation: Violation of IRC Section M1301.1: This section requires that all equipment and appliances be installed per manufacturers installation instructions, including providing user manuals and warranty information. I was not provided with these documents upon closing, which prevents proper maintenance and operation of the **** system.

  

  Business Response

  Date: 07/09/2024

  None of these claims are noted in the homeowner's attachment. Where are these inaccurate claims being made and seen? 

  Customer Answer

  Date: 07/10/2024

  I am rejecting this response because:  TSH failures to connect the dots on the failures despite the photo evidence is further proof of their ongoing trend to immediately deflect on customer's aggrievances.  *** lacks valued customer service or care and most definitely Quality as they continue to sell **** poor product. The below is just a couple of issues on my ****. I have plethora on the remainder of the home. However the bigger issue first: ****. 

  Violation 1 Improper **** System Configuration: System Sizing: The Lennox model EL16XP1-060-230A02 installed in my 4012 square foot home is improperly sized, violating ACCA Manual S, which dictates that **** equipment must be appropriately sized based on detailed load calculations (IRC Section M1401.3),

  Evidence: review previously attached image of the job link measurement, Lennox Unit details, Lennox Single Unit which further proves the following:

  Temperature and Humidity Levels:
  The return air humidity (RH%) is extremely high at 95.1%, which indicates excessive moisture in the return air. This   suggest poor ventilation, potential moisture intrusion, or inadequate dehumidification.
  ?  Airflow and Capacity:
  The measured enthalpy difference between return and supply air (24.9 Btu/lbm - 18.1 Btu/lbm = 6.8 Btu/lbm) suggest the unit is not adequately handling the load. Typically, you expect a higher enthalpy difference for efficient cooling.

  Violation 2. Return Air from Attic and Supply Air to Attic:
  Violation of IRC Section M1602.2: Return air should not be taken from unconditioned spaces like attics. If your system is configured to draw return air from the attic, it violates this code.

  Evidence: Review previously attached image of return and supply air to attic, also review previously attached image of professional technician notes on air blowing in the attic from both Airshield and home warranty

  Violation 3. Rooms with Only Supply Vents:
  Violation of IRC Section M1601.1: Proper duct design requires both supply and return vents to ensure balanced airflow and proper ventilation.

  Evidence: Review previously attached image with Professional technician notes stating "a couple of rooms have just supply vent but not the return"

  Violation 4. Lack of Adequate Documentation:
  Violation of IRC Section M1301.1: If you were not provided with proper documentation, including **** system manuals and warranty information, this violates the installation standards requiring that equipment be installed per the manufacturers instructions.

  Evidence: Unable to attach evidence as **** documents were never provided. Would like *** to furnish proof of existing documents 

  Violation 5. Inadequate Insulation:
  Violation of IECC and ENERGY STAR Standards: If the home is not properly insulated, it can lead to increased load on the **** system, reducing efficiency and increasing operational costs. This violates both **** and ENERGY STAR standards for insulation and energy efficiency.

  Attached Evidence: Attic no insulation, also review previously reattach image of *** homepage of advertised on foam fully encapsulated home. Also review previously attached attic images with lack of foam insulation.

  Customer Answer

  Date: 09/24/2024

  Trophy Signature Homes did not provide response from complaint. In addition to this, I attempted to rectify over email, yet the Warranty Manager continue to side with subcontract even after showing ample documents of defects

  

  Business Response

  Date: 09/30/2024

  We are required by the governing bodies of the State of ***** to adhere to specific guidelines in the build specs which as a ************* company we follow to the letter of the law. The sizing recommendations are based off of general construction guidelines. Better quality homes, like Trophy Signature Homes, require less capacity to meet energy efficiency standards.

  We adhere to Industry Standards and follow the requirements set forth by the governing authorities of the State of Texas: The final deciding factor of required sizing of the equipment is a Manual J load calculation, which has been performed and verified. The design parameters of this home are set to achieve a 24 degree temperature drop (up to 99 degree it can maintain 75 degrees). This high efficiency system will not drop temperatures rapidly and does not drop temperatures beyond 24 degrees of the outside temperature. The U.S. ******************** recommends 78 degrees as the best temperature for homeowners.

  Attached is the equipment used on this home.

  

  Business Response

  Date: 10/01/2024

  Hannah, 
  
  As we were reviewing this, were seeing a spreadsheet that lists much more than the **** concerns. We are revieiwing this whole list this week and will schedule a walk of her home with her to address all line items on her list. Ill let you know when that meeting is scheduled, unless theres a way for me to respond again on the claim?
  

  Customer Answer

  Date: 10/06/2024

  I am rejecting this response because:   I  have had several HVAC technicians come out due to my unit's inability to function properly. All have mentioned the poor workmanship of the builder/contractor. In fact, one of the companies noted how horrible my HVAC and unit were put together and that I was flagged on my warranty company and can't move forward with HVAC support as the new unit is a liability. I continue to have hot and cold spots throughout the house; in addition to this, the builder allowed the contractor to unlawfully condition my attic, which is the additional square footage that my single unit is forced to work hard.
  
  TSH responded that they use general guidance, given that their home is highly efficient. However, even ******, the brand of the unit in my home, states that a 5-ton unit in my climate zone should cover a maximum of 3000 square feet. With my home being over 4000 square feet, an additional unit should have been installed, as is the case with many smaller homes in my neighborhood.
  
  My home, which is over 4000 square feet and doesn't cover the additional ***** square feet of conditioned attic space, is already pushing the limits of a single unit. This not only causes wear and tear but also leads to a significant increase in electricity costs, which is a heavy financial burden. It's especially frustrating given that the builder advertises the quality and efficiency of their homes.
  
  Note that the chart is also contingent on the climate zone, which in my area is the hottest, amongst other things like quality and amount of insulation, which my home isn't properly insulated. I have an attic without any insulation.
  
  ***********************************************************************************
  
  My HVAC is one of many defects within my home that *** refuses to hold up against warranty due to cost. Since their refusal to support me, I opened ********* box of the many other things that were incorrectly and wrongfully done to my home. I urge all *** homeowners to complete a professional inspection and request that your respective city provide you with your home documents. As you read through consumer issues, you will notice a pattern of the builder's inability to invest in those who invest in them.
  
  The builder's continued deflection, refusal to hold themselves and contractors accountable, and extremely deceptive practices that have made my home unhealthy and hazardous to live in have profoundly impacted my life. As a result, I was left with no choice but to file legal actions against the builder. Communicating to the builder will now be completed through legal representation.
  

• Initial Complaint

  Date:07/02/2024

  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.

  I bought a home from Trophy Signature Homes around Oct 2023. They have a 1 year warranty period after buying the home in order to fix anything that might be potentially wrong with the home. I noticed that there was a pink wad of gum like material underneath the drain cap that is fixed with screws for a shower stall. I filed a warranty request and the inspector (*************************) came to check it out. He also agreed that this was not something that's supposed to be there and it looked like gum. After several weeks, he came back to me and said that won't be covered under the warranty to remove it as it could be something I had created. He said if I ****** pink material in shower it shows as something the home owner did due to showering in the stall. This was clearly not residual stain from showers, it was a wad of gum the builders had left in there and screwed a drain cap on top of it. I feel insulted that he is brushing it off as something the homeowner did rather than take responsibility and remove it. It just seems strange to have a 1 year warranty to fix anything that the builder caused but then look for excuses to blame the homeowner for it instead. Trying to imply that I unscrewed the drain cap placed a gum in there and then rescrewed the cap back on to call Trophy makes no sense. Nor does it make sense that so much residual stain built up over the period of several months to create a big ball of gum like material in the drain pipe. I would like Trophy to honor its word and actually remove whatever they placed in there.

  Customer Answer

  Date: 07/02/2024

  Trophy has gotten back to me and arranged for a plumber.

  

  Business Response

  Date: 07/02/2024

  We received the warranty request today and are having a plumber inspect the issue.

• Initial Complaint

  Date:06/14/2024

  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.

  Date of Transaction:April 15, 2024 Amount of Money Paid:$3,000 (******* Money Deposit)Business Commitment:Sale of property located at ****************************************** Nature of the Dispute:The builder, represented by ***************************, ******************* Sales Manager, has not responded to multiple requests to cancel the purchase agreement due to an inability to secure financing.Despite repeated attempts to communicate via email and certified mail, there has been no acknowledgment or confirmation of the cancellation.As a result, there is a risk of incurring a $600 daily penalty for delays as stipulated in the contract.Follow-up attempts have gone unanswered.I am extremely dissatisfied with the customer service and responsiveness of **********************, specifically ***************************, the ******************* Sales Manager. I entered into a contract for the purchase of a property at ******************************************, and paid an ******* money deposit of $3,000 on April 15, 2024.Due to an inability to secure financing, I have made multiple attempts to cancel the purchase agreement as per the mortgage contingency clause in our contract. I have sent emails on [Date] and [Date], followed by a certified letter on [Date], yet I have received no response or acknowledgment of my request.The lack of communication and transparency is alarming, especially considering the contract stipulates a $600 daily penalty for delays past the closing date. With only a few days remaining, I am at risk of significant financial penalties without any fault of my own.This experience has been extremely stressful, and I urge Trophy Signature Homes to address this issue promptly to avoid further escalation. I expect a written confirmation of the cancellation and the return of my ******* money deposit immediately.This level of service is unacceptable, and I strongly advise potential buyers to be cautious when dealing with this business.

  

  Business Response

  Date: 06/17/2024

  As with all of our homes and as specified earlier, we retested the elevation/grade for this home and the report shows the appropriate fall from the back to the front of the house per correct drainage requirements.

  Customer Answer

  Date: 06/17/2024

  I am rejecting this response because:   i didnt have any issues with drainage. 

  

  Business Response

  Date: 06/17/2024

  ************** was approved for the loan, per the mortgage lender and documents. After 14 days from signed contract, he no longer qualified for a refund of his ******* money, per the signed contract terms.

  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/17/2024

  I am rejecting this response because:   please see denial attached. I received new offer for which i was "approved" 4  days before closing and it was after i already send cancellation notice and denial confirmation. Also, i would like to pay your attention that i didnt sign your new proposal, but for the initial one i was denied.

• Initial Complaint

  Date:06/11/2024

  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 purchased this home June 28, 2023 and within several months immediately began noticing issues with the house as far as cracks were concerned. We had them throughout the interior of the house, but more concerning we began to see them not just in the mortar but through the brick work of the exterior of the house. Doors were repeatedly sticking to the point we couldn't even open them anymore and despite the builder sending someone to adjust the strike plate, within weeks, the door would be jammed again. After months of complaining about the cracks and being told this was normal settling and not to worry, by January we had hired engineers to come and assess the foundation for movement. We continued to push as the report noted grading issues and some movement and Trophy finally sent out an engineer in April of their own who determined the grading needed to be redone. This is something that had been mentioned in our initial inspection but was dismissed by Trophy, it was mentioned by us at our 9 month inspection as well when we had our first private engineer report in January and something that was confirmed when we had a second private engineer come and inspect the foundation again who had discovered even more delineation between January and April. Now with three reports, Trophy is saying we failed to maintain the grading and it is unwarrantable and refuses to fix the issue on a year old house, despite picture evidence that the grading is unchanged. ******, the warranty manager literally said that this was where he "rest his case". I'm appalled that at every turn, no matter the issue, Trophy points their finger towards the homeowner in order to ***** their responsibility at fixing their mistakes, especially on new builds. If the grading was installed incorrectly and all we've done is kept it the same and followed their advice, how is it not their job to fix it when it's destroying our foundation? Pictures included prior to move in and recently from reports.

  

  Business Response

  Date: 09/23/2024

  The homeowner has reviewed the areas of foundational concerns with Trophy and any drywall shrinkage cracks, brick mortar cracks, and sticking doors were addressed per our homeowners warranty. Out of caution, we scheduled Childress Engineering to perform a foundation inspection to determine the amount of movement the structure was experiencing. As noted in the attached engineering report, while there has been expected movement, it was deemed within acceptable tolerance.  In addition to this report, Childress provided suggestion and guidelines for proper foundation maintenance.  We have not received a 3rd party engineering report from a company that the homeowners stated to have ordered. Our warranty team did document observations that proper homeowner maintenance had not occurred in terms of foundation, landscape, or grading upkeep and care. The homeowner has also made alterations by having trenches created around the perimeter of the home to install their own drip line system.  
  
  The homeowner has other outstanding warranty requests, however the homeowner does not agree with our assessment and has deadlocked any repairs from happening.

• Initial Complaint

  Date:06/03/2024

  Type:Sales and Advertising 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.

  Problem -HVAC system is not 16 SEER rated as advertised by Trophy Signature Homes -System is not sized properly for the home Desired solution Correct the system to be -Lennox System -Minimum 16 SEER rated -5-ton sizing Why this solution 1.They advertised EVERY home they build includes 16 SEER units 2.The sizing of the unit currently installed is not sized properly resulting in numerous issues Numerous examples in the attached document will show proof of Trophy Signatures Homes advertising which highlights 16 Seer units as part of every Trophy Signature Home. Also within the document is an Attempted Resolution section.

  Customer Answer

  Date: 06/11/2024

  Trophy Signature Homes - Deceptive Advertising. 
  They're not willing to uphold what they advertised.
  
  Texas Law: DECEPTIVE TRADE PRACTICES UNLAWFUL
  Sec. 17.46.  .  (a)  False, misleading, or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful and are subject to action by the consumer protection division under Sections *****, *****, *****, and ***** of this code. 
  representing that goods or services have characteristics, uses, or benefits which they do not have;
  representing that goods or services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are of another;
  advertising goods or services with intent not to sell them as advertised;
  and more
  Source: *************************************************************;
  
  Problem
  - HVAC system is not 16 SEER rated as advertised by Trophy Signature Homes
  - System is not sized properly for the home
  
  Numerous examples below will show proof of Trophy Signatures Homes advertising which highlights 16 Seer units as part of EVERY Trophy Signature Home. Later in the Attempted Resolution section, their Vice President of *********** will refute the existence of this advertising.
  
  - 16 Seer Advertising Evidence
  
  They clearly state Our homes feature 16 SEER units. 
  This is still advertised on their site to this day.
  Link: ****************************************************************************************************************************************************;
  
  They clearly state in EVERY Trophy Signature Home we build. 
  This is still advertised on their site to this day.
  Link: *************************************************************************************************************************************************
  
  Notice the 16 Seer callout at the bottom-left of the image below.
  This is still advertised on their site to this day.
  Link: *********************************************************************************************************************************;
  
  Trophy modified the advertising on their website after we submitted our warranty claim for correction and then dismissed our request to receive what they had advertised (we can provide video proof of the before and after directly from their website). But they still advertise it in other locations on their website that they failed to edit after our warranty claim to try and get around their own misleading advertising.
  
  After Trophy changed the wording on their website highlighted above, their Vice President of ************* followed up to our warranty request via email with these responses (we still have the email as proof):
  - we do not represent that every Trophy home will have a 16 Seer unit;
  - we made no representations to you regarding the seer of your HVAC unit,
  - Trophy considers this matter closed and will not be responding to further inquiries regarding the sizing of your HVAC unit. 
  
  As outlined above from numerous locations across their website/advertising, he is incorrect. Their website/advertising specifically states EVERY home includes the efficiency features theyre advertising. I can provide screenshots of this advertising if they attempt to change it even more to discredit the claim.
  
  Instead of owning the error and resolving, and our home still being within the proper warranty period, and submitting via their require warranty process, and allowing their out trades into our home numerous time, they continue to not correct it and have instead referred us to resources like Home Advisor, Next Door, and Angies List. Again, can show email proof if them rejecting and referring out to third parties.
  
  They should be held accountable to replace our system to what they advertise(d). Likely other homes purchased by consumers that were built by Trophy Signature Homes also do not have the advertised 16 Seer Units as advertised.  Numerous pieces of evidence and documentation have been provided back to Trophy Homes about this. They are experts and aware of what they're doing.
  

  
  

  

  Business Response

  Date: 06/14/2024

  Our legal team has been in contact with this homeowner and the Sizing Letter and the Report clearly indicate that the **** unit is not only the proper size for the Property, but that the **** unit has the maximum capacity allowed under Manual S. 

  Customer Answer

  Date: 06/14/2024

  I am rejecting this response because numerous other licensed HVAC parties have verified them to be incorrect per my initiate response. But, Trophy will only accept what they want to avoid correcting the issue. In addition, the system is still not 16 seer rated as they clearly advertised and continues to have ongoing airflow and balance issues. They clearly have no intention in doing whats right. I think an intermediary should be involved. As explained in my write up, they will mislead and continue to deflect to avoid owning their mistake.

  Customer Answer

  Date: 06/14/2024

  Furthermore, can Trophy please correct the 16 Seer issue as well that they clearly advertise as being included in every home they build (advise them to read the attachment of my original submission fully), instead of only focusing on the sizing issue?

  How can a company advertise a product that meets a specific quality and/or standard and not have to provide it?

  

  Business Response

  Date: 06/17/2024

  Trophy Signature Homes uses up to 16 seer units and markets this to all prospective buyers. All information on homes purchased should be referenced per the contract. Like most company websites, the Terms and Conditions statement on our website notes the following:

  Trophy Signature Homes and affiliates (collectively, the Company) does not make any representation or warranty of any kind with respect to the materials and information contained on the website. Although the Company attempts to provide accurate information, the website is intended for informational purposes only and also makes no representations as to the accuracy of school and school zone data. The Company assumes no responsibility for errors or omissions in the content of the website, and makes no commitment to update such information. The exclusive and sole remedy relating to the materials on the website shall be to discontinue accessing the website and using the information or material obtained. You and the Company agree that the Company shall not be liable for any damages relating to your use of, or reliance upon, the website or any of its content.

  Customer Answer

  Date: 06/17/2024

  I am rejecting this response because: They've now directly provided proof/an example of my claim... Trophy Homes is changing their website/advertising to get around what they originally advertised. Their website did NOT say UP TO. Case in point, they've done it again here as an example (see attachment named: BBB Website Change by TSH). I submitted a BBB complaint on 6/3 with a supporting document (image positioned on left side in attachment) that included a screenshot showing how their website did not include the words Up To. They've now changed their website and replied to this complaint saying "Trophy Signature Homes uses up to 16 seer units and markets this to all prospective buyers". They changed their website (image positioned on right side in attachment) which is the exact same web page they've now modified. Again, they're altering advertising to get around what they had originally advertised.

  Even in the middle of a BBB submission, they're still doing this...

  I believe a mediator would be best.

   

  
  Additional Alternate solution proposed
  - Efficiency Rating - Correct the system to be minimum 16 Seer rated as was advertised (as shown in submission attachment) - System be **** Certified
  - System sizing - Regarding Sizing Have an additional licensed and certified HVAC Lennox professional review the home to determine if sizing is correct. Ive already had two additional reviews of the home completed by the certified HVAC companies below:
  
  ******** Air Conditioning, heating and indoor air quality
  - Lennox Premier Dealer, NATE Certified
  - ****************************************************************************
  - Their feedback: - After doing my load calculation, with a ************** Software provided by ******, the cooling BTUs I found your house called for was over ******. I did this with the understanding the house was built in 2022, 5 bed rooms, spray foamed house, a fireplace, the first floor square footage being *****, and the second story square footage being 996 (I got this information from Collin ***** Typically with a load calculation showing cooling BTUs such as this, I would expect a 5 ton system on the house. Instead the system is a 4 ton single stage set up on 2 zones, that doesnt quite cool the home effectively or efficiently. The other question was whether or not the current system was a 16 SEER or not. The current unit is not. The **** for your current system is *********, **** is the Bible of efficiencys when it comes to air conditioning, and it shows your system rating at a SEER 15.8, and SEER2 of 15.2.

  
  ***** Brothers
  - Lennox Premier Dealer
  - ********************************************************************************
  - Their feedback: -Same feedback as ******** provided

  

  Business Response

  Date: 06/20/2024

  This homeowner is involved with our legal team and should not be communicating with the BBB. Our lawyers have indicated that the **** unit is not only the proper size for the Property, but that the **** unit has the maximum capacity allowed under Manual S. 
  
  **********************;
  Vice President of Marketing 

  Customer Answer

  Date: 06/21/2024

  There is nothing in our contract that states the unit size. Also, their advertising falls within DTPA criteria which is against the law that I explained in my original attachment. How does misleading consumers not qualify?

  Customer Answer

  Date: 06/23/2024

  Hi -

  Wanted to provide some additional information that *** be helpful. Id still like to request mediation/arbitration please based on the below.

  1. Core issues still exist around system sizing as verified by multiple licensed HVAC experts. Its a material flaw in the product they sold us. I think it would be fair to at least have it inspected by a third party.

  2. regarding disclaimers.

  To make a disclaimer legally binding, it must ensure the terms are fair to the client or customer. A disclaimer cannot shield from negligence or include terms that are contrary to law (ie. Deceptive Trade Practices Act). They must also ensure there are no vague terms that might mislead a client or customer. In addition, their disclaimer is not found or listed on their website that is easily accessible - not as a footnote, not as a link in the footer or main menu, etc. Youd have to know the direct link. See attachment.

   In this case, they have broken the law (ie. DTPA) and misled us as customers and provided and flawed product. In addition, their product is verified defective and should be corrected.

  I think its fair to at least ask for mediation/arbitration given that they have broken the law. My goal is to correct this with them via mediation/arbitration instead of pursuing legally. So far, I cant even get them to talk with me to discuss (hence the BBB submission for help).

   

  Customer Answer

  Date: 06/23/2024

  Some additional information to support. Their disclaimer is not easily found anywhere on their site. Its not in the footer, as a hyper link, or anywhere to be found (see attachment). Their website was an informational basis that informed our purchase decision. 
  
  
  I think its fair to at least ask for mediation/arbitration given that they have broken the law (DTPA). My goal is to correct this with them via mediation/arbitration instead of pursuing legally. So far, I cant even get them to talk with me to discuss (hence the BBB submission for help).
  
  
  Core issues still exist around system sizing as verified by multiple licensed HVAC experts. Its a material flaw in the product they sold us. I think it would be fair to at least have it inspected by a licensed impartial third party and corrected if deemed necessary by the outcome.
  
  
  Additionally.
  
  
  Their website creates a different impression/ representation of the product compared to what theyre actually providing.
  
  
  Their disclaimer is not placed somewhere that it can be easily found and seen by customers using the website.
  
  
  Also, I dont believe a disclaimer can exclude a legal liability if it is contrary to law. (Ie. Deceptive trade practice act).
  
  
  In this case, they have misrepresented and misled us as customers and provided a flawed product.

  

  Business Response

  Date: 06/28/2024

  Good morning, ******, 
  
  ** *** ******* ** ***** *********** **** **** ********* *** ** ****** *** ** ******** *** ** *** ***** ******** ****** **** ***** We do not want to accept nor reject an arbitration offer with the BBB, since these have already started.
  
  **********************;
  Vice President of Marketing