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:12/20/2024

  Type:Order 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 contracted with Trinity homes to build a new home on 11/24/2024. We were made to believe by the seller's agent that we had 14 days to make any changes to our building. The seller also said this was a custom house so we could make any option change that we want.

  After selecting our options which were basic options like a full basement, bath tub in the main bathroom, and 9ft ceiling in the second floor, the seller said they were sending for pricing. The pricing were not received after some time so we asked when it will be received upon which we were told it would be after 3 weeks (which would obviously be after the 14 days allowed) after which we would pay to get any additional changes added.

  Also, we were initially told building would take 7 months to 9 to build, but after we complained the pricing for the options were delaying, we were told to increase the length of our apartment rental agreement because building would probably take about a year.

  We were worried and did not want to increase our current rate, we therefore decided to cancel the contract which was 9 business days after we signed the contract because we did not believe we would get the building in time and did not want the process to continue, and have the builder do more work before we inform them about our decision.

  The builder agreed to cancel the contract, and informed us we will lose part of our initial deposit (about $10000) which was over $50000.They later brought the amount to $2500, stating their selling agent had spent time showing us houses and writing up the contract, which in fact was not true. The seller didn't show us any houses, we had to go see only one house ourselves which was even not our preferred plan because they didn't have a model of the plan we wanted to show.

  We agree they have done some work on our contract, but we do not believe the amount to work done amounts to $2500.We have asked them we pay $1000 which we think its fair, but they do not agree, hence this complaint

  Business Response

  Date: 12/20/2024

  Customer contracted in oct for a home.  Cancelled. Then bought another home.  Cancelled again.  Our staff, engineers and others spent alot of time to write the contracts, review, enter into system  etc, etc etc.  We are being as fair as possible and offered to return deposit less $2250 to cover a portion of our time and monies spent.  Not that it matters but we currently build homes from dig to complete in 5-6 months.  Customers reason in writing to us for cancelling sta*** " causing too much stress in my relationship".  

  Thx

  *** ********

  Customer Answer

  Date: 12/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22715182
  
  I am rejecting this response because: 
  I never stated that the reason I was cancelling the contract was because "It was causing a lot of stress in my relationship" as it is being reported by business. It was because of many reasons.

  We think the company was not forthcoming or upfront with pricing, and it would result in a final price for the building which would be unaffordable 

  1. The time is was taking before a price for an option is received was too long, and it was almost impossible to budget it since we have only 14 days after which any changes will attract $500. In average all option pricing took over 14 days to be priced. Therefore we would not be able to know the final price of the building or even an estimate before the giving 14 days expire

  2. We only selected the current plan, after we were not able to see the original plan we wanted. After some of the options have been priced, the cost was even more than the expensive plan that we wanted

  3. We initially asked about what came as standard with the building, which we didn't get any concrete answer, when we actually realized what was not standard during the selection of options and it didn't make financial sense to go ahead to build since almost everything came as an upgrade 

  4. As we have already said, we do not believe the work done amounts to the charge being charged. At least the builder was in the process of of pricing our options when we decided to cancel. We would like to get an itemized cost of the work done which we are being charged for $2500.

  Finally, we also believe, the company wants to punish us for cancelling the contract, since they previously told us we would loose over $10000. When we asked what would happened if we had not paid any money before we cancelled, we were told, they would have sued us to recover over $10000 from us.

  With all these being said, we think a maximum amount of $1000 is a good compensation and not $2500 as they insist.

  Regards,
  
  ****** ******

  Business Response

  Date: 12/23/2024

  I sent an email to the customer days ago. After reviewing the time and costs associated, we plan on keeping $2250 of the initial deposit.  Contracts are legal documents that protect both parties.  We proceeded in good faith and in doing so incurred costs.

  The customer should reach out to his sales associate to receive his deposit back, less the $2250 and sign a mutual release.

  Thanks

  *** ********

  Customer Answer

  Date: 01/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/09/2024

  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 are building a new home with Trinity in the ****************** community, ***********. During our blue tape walkthrough, we identified several issues with ************* paints, scratches & dents. We were informed by the Trinity office that all these issues will be either repaired or replaced. During the second and the third walkthrough, they still have many issues un-addressed. When we tried to reach out to the office for explanation on when these will be fixed, they say that the house is build as per the industry standards and we should proceed with the closing. We have shared the pictures of the issues with the office and attaching them here.Some of the major issues are listed:- Closet door has split cracks, builder has just put tape around it. And the same door started splitting on the other end - Many dents on the door trims - Many scratches on the doors - Office glass door has paint that is already peeling off - Main entrance door has dents - Master bedroom door trim has dents - Family room window base in not leveled - They have also not replaced the office doors, which they marked as "replacable" doors in the document they shared with us, see attachment "Doors replace List.PDF"We have been put in a situation where builder is asking us to close on the hourse with the current issues. And their default answer for any questions is "we are within the industry threshold and following industry standards"I dont know how would a customer paying over ***** for a house would accept broken doors, scratches on the door and dents on the doors as acceptable new house We are also attaching the email conversations

  Business Response

  Date: 10/10/2024

  Good morning.  I am responding to this letter concerning lot 3221 ****** Farms.  I have walked this home myself a few times and feel it is a good representation of what we promise to deliver our customers based on our representative model homes.  There were approx 12 doors in this home that the painter over sprayed, which we replaced with new doors recently.   

  The house has been picked apart multiple times by the customers on various scheduled and unscheduled walk thru's.  Our 2 punchout men have spent an inordinate amount of time in the home fine tuning the customers long list of aesthetic concerns.  At this time we are very proud of the home we are delivering and expect the customer to close on the home.  Unfortunately there becomes a time with certain customers that their expectations do not align with what builders have promised and can deliver.  A home is a product, built by hundreds of people, in and out of the elements.  

  Our punchout staff is in the house again today, doing final touchups and a final cleaning.

  Thank you

  *** ********

  President, Trinity Home Builders LLC

   

• Initial Complaint

  Date:03/24/2024

  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.

  Closed on our home September 2023. Problems leading up after closing, and now almost a half year later still dealing with these people. Basement leakage is getting worse. ******* said to call ****** basement waterproof warranty. ****** came to check, told us every pieces of basement bricks is leaking, they can't fix the problem. Next, ******* said they would fix squeaky floors. Called them out on the continuing popping, uneven, and cracking of the second floors, told they’re not coming back to fix it.

  Business Response

  Date: 03/25/2024

  Our supervisor has visited the home on three different occasions, two occasions it was bone dry one of the visits. There was a watermark in the corner Front left looking at home after a rain. I have not seen water on the floor Since installing 80 GPM sump pump. We can address the squeaks at the 11 month walk, this is the first we have heard about that.

• Initial Complaint

  Date:02/27/2024

  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 moved into our new build in Dec. 2023. There has been a consistent HVAC issue where there is
  clanking sounds every 30 seconds that is non-stop. The hvac is under warranty and Performance
  Heating has come out to address the issue and said that it was a matter than needed to be addressed
  before our 1 year check in. They handed the matter off to Trinity to let them know that they think they will
  need to rip up the carpet and subfloors in the primary bedroom to get to the area of issue to fix the duct
  work. Trinity will now not return our calls for over 3 weeks.

  Business Response

  Date: 03/05/2024

  We are setting an appointment to come out and pull up the carpet and adjust. Also, this is not a Trinity Home, this is an Ambassador Home.

  Thank you.

• Initial Complaint

  Date:03/21/2023

  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.

  Closed on our home September 2019. Nothing but problems leading up to closing, and now almost 4 years later still dealing with these people. They said they would fix squeaky floors. Out 3 times to fix, still having issues. Called them out on the continuing popping and cracking of the floors, told they’re not coming back to fix it. Next, drafty front guest bedroom. Reached a low of 58 degrees this winter, unlivable. Obviously hot during summer months. They sent the HVAC folks out probably 12 different times to adjust, run tests, etc. Finally, the HVAC owner came out, was able to get the room to temperature matching the thermostat just to prove to the builder it’s the room losing air, not an HVAC issue (which of course we knew after the first 2-3 visits from HVAC but of course had to play the Trinity blaming game). Finally the warranty guys came out and found a “significant gap” in the wall and “fixed it.” Well, the problem persists. So we asked them to repair it based on the obvious issue of structural. Was told it was not structural. Then ignored. Had a leak in the roof, they came to fix it and when asked if there was any chance of mold they simply laughed at me. I cannot wait to get an inspector out here to see if there is mold now. See my reviews on Yelp and Google for up to closing issues. Shady, SHADY business. Run away from Trinity.

  Business Response

  Date: 04/03/2023

  Good evening.  I am responding to a complaint filed by Ms. ******.   Last week while on Spring Break with the kids, I responed to Ms. ****** and told her that upon my return, I would review
  
  her concerns with my Warranty Dept and Performance HVAC and get back with her.   As she has since her closing approx 4 years ago, she ignored me and went straight to you.
  
  Performance HVAC worked with Ms. ****** after she closed on her home to try to solve her concerns.  As you may know, most states, including Ohio, have an unwritten rule for new home
  
  HVAC systems performance.   Under reasonable loads, meaning outside temps ranging from 20 degrees Fahrenheit to 90 degrees Fahrenheit, with the thermostat set at heat or cool to 70 degrees,
  
  each living space (bedrooms, dining room, family rooms, etc) must be able to be kept at a temp of plus or minus 5 degrees of the thermostat with the door to that room closed.
  
  We believe that Performance HVAC has acheived this metric.   
  
  There were some very cold days this winter with high winds, that many new and older homes across columbus had a hard time keeping up to this standard.  I believe this is what Ms. ****** is
  
  referring to.  I am awaiting pictures and readings taken a year or two ago by Performance HVAC to make certain we have provided her with adequate heating and cooling and will forward on to you.
  
  Other than this, Im not sure we owe Ms. ****** any modifications.  If she can prove that we dont meet the industry stds under reasonable exterior conditions using mechanical means to monitor,
  
  I will gladly make the HVAC company return to make any necessary alterations.
  
  thanks
  
  Jim P*******

  Customer Answer

  Date: 04/05/2023

  I reject this response because I had emailed in early February about the persistent temperature problems and was told it was not “structural.” When I asked both Mr. P******* and Don (warranty) if not structural what is it, I was not contacted again until I reached back out in March. This is sadly the way communication has been going since 2018 when we signed our contract. I have emails dating back to 2018 proving that when Trinity is challenged, they simply stop responding. I had hoped that when Mr. P***** fired the VP who lied to us on many occasions that things would get better, but they did not. As with talking with other recent Trinity buyers, it’s almost as if Trinity thinks if they stop responding, their customers will just go away and give up. 
  
  
  And I’m very unsure what Mr. P******* was referring to, that I have been going straight to BBB since closing over 4 years ago, since this is my first BBB complaint. And almost every time we brought an issue back to Mr. P*******, he was out of town about every time, so yes I felt it necessary to contact BBB to make sure our issue is resolved one way or another, and quite frankly for perspective buyers to be aware. 
  
  
  The HVAC company clearly told Trinity there was nothing more they could do. They were able to get the room to temperature when turning on the heat to almost the highest setting, but it quickly went back to too cold after the heat was turned down to the 70 degree range.  Indicating the room was losing air somewhere.
  
  
  Further, Trinity came out in 2022 after we continued raising our concerns and the warranty department pulled back some baseboard in that room and reported to us there was a “significant gap” that they repaired. They have declined to answer our requests as to what exactly they did to “repair” it.
  
  
  Every other room in this home is able to 
  Maintain temperature, even in the extremes that Mr. P******* referred to.
  
  
  There has been no resolution. They are scheduled to come out this week and at which point I will happily update this. However, as the issue is not usually apparent until very hot days or very cold days, it is unlikely we will have any resolution until such conditions are present to see if their “repairs” are making any difference. 
  
  Regards,
  ******** ******

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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.

  Signed up for a house in Mar 2021 .All the approvals to start construction from the county were in place by June 2021.2022 June, received a mail from sales Rep saying my house will be ready by Aug 2022 and by Oct 2022 in case of any delays. I never had confidence of getting in August 2022 as I see their work. But I was thinking Oct might be possible and I did not extend my rental lease when it was ending in Oct. Since then I am living at friends home by thinking my house will be done by Nov or Dec. No communication from sales rep when asked for the updates. I got some response ,not useful though, from sales rep when I requested VP to respond. I see some houses are completed who signed with Trinity in Aug 2021.Not sure howz that a possible thing when my house progress is dead slow. At present ,in Columbus, all the other builders are able to get the labor and infrastructure and Trinity is not able to get. Every other builder is able to provide the work status by weekly and here I have to ask every week if they have any updates. Please provide a meeting with VP and provide the tentative closing dates and provide the regular updates as we don't stay near to the construction.

  Business Response

  Date: 12/01/2022

  The well documented supply chain crisis and labor shortage have affected all builders and most industries not only locally but nationally. We will have our construction manager attend a pre-drywall meeting with you within the next 30 days to help discuss possible timeframes. We only have a VP of sales so meeting with our construction manager who schedules all of out trades and closings would be most beneficial. 

  Customer Answer

  Date: 12/02/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  I am looking tentative closing as I am staying at friends place.Please consider this on humanitarian ground as I cannot stay for much longer.Earlier I had to vacate my rental home because of the email message which says 'OCT closing date' and I was not able to extend in the last min.

  
  
  Regards,
  
  ********* *****

  Business Response

  Date: 12/05/2022

  At this point it is not possible to guarantee a closing date. I would estimate a closing in or around the April timeframe. Please understand that is only an estimate and our construction manager is going to meet you at the pre-drywall meeting and can provide more accurate information. 

   

  Thank you

• Initial Complaint

  Date:10/20/2022

  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.

  I signed a new home contract with Trinity Homes in Feb 2021, While signing Trinity Homes Sales representative promised (Verbally) to complete the house in 8-9 months which will be around Nov 2021. That was the only happy moment, it didn’t took much time for me to realize that I did a biggest mistake in my entire life. Just to complete buyer builder meeting it took more than 4 months and 6 months to setup Design center. In August 2021, had a meeting with VP of Trinity, He explained all the supply chain issues and promised the Home will be closed by May 2022. Again this promise went in vain. By May 2022 hardly Framing was completed. One fine day my sales rep came back and mentioned I got updates from higher management, we are planning to close your house by Aug 2022 at max by Oct 2022, plan accordingly. I was asked to provide the Loan commitment letter in 2 weeks, otherwise Trinity will cancel the contract. By August 2022 at least HVAC itself not completed. When I signed the Home in Feb 2021, the interest rate was 2.5% now rates rose up to 6.8% which is more than double. Based on what Trinity told, I planned my lease for month on month and end up paying close to $500/month more. Because of these delays, I incurred a loss of more than $100K. From Trinity, I will get one liner statements on progress without any clarity/confirmation. Just a sample updates will be like this…"This task may take another week or two or longer". Even after 20 months from the signed date current status is Framing completed, HVAC is completed. Trinity is not willing to give any commitment on closure date. I was getting response as it depends on number of factors. I understand there are supply chain issues and many other things however same excuse can't be used for years.

  Business Response

  Date: 10/21/2022

  Predicting the affects of the labor shortage and supply chain crisis were impossible and that remains the case. We have every intention to complete this job, as well as all others, as quickly as possible. 

• Initial Complaint

  Date:08/19/2022

  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.

  Description: My wife and I entered into a contract with Trinity Homes in February 2021 to build a home at their ********* ***** subdivision located in ******* ** *******. Our contract and all other communications from the sales rep were that our home would be completed in 6-9 months, which would have been August-November 2021. As of today, August 1st, 2022 (18 months later), our home is just now done framing and we have no end in sight as Trinity has done nothing but continually delay our home build for no other reason than their own. We have reached out multiple times to discuss this matter with Trinity Homes, but have had zero success in getting a firm completion date from them or any resolution to when our house will be done, despite being 18 months into the process, which is more than double the initial estimation. This process has cost us more than $100,000 as interest rates have doubled from December 2021 to August 2022, we have sold our home as we were told our new home would be completed in a timely manner and are now renting which is costing us $750 more per month than our home did before we ended up selling it as Trinity told us that the process would be quick once they broke ground. For clarification, We signed our contract in February 2021, Trinity didn’t file for permits for 4 months (June 2021), didn’t break ground until August 2021, and then didn’t begin framing until April 2022, which is where we are currently at in the process as there has been zero progress in the last several months despite having great weather for the majority of the time. Our home is not the only one that is undergoing these challenges as there are multiple others in similar places that have also had to wait this long despite being told otherwise.

  Business Response

  Date: 08/30/2022

  The well documented Supply chain and Labor Crisis is affecting small, local, custom home builders dramatically.  It is astutely noted in the complaint that these issues have impacted homes across the community, city, and all home builders. Trinity Homes has every intention to close this home by the end of the year. The delays have cost us all of our profit so we will be pushing as hard as we can to accomplish that goal for our customer. We wish we did not have to deal with these supply chain and labor issues but unfortunately they have not been solved. We will continue to work to help our clients move into the custom home they designed and purchased from us. 

• Initial Complaint

  Date:08/16/2022

  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.

  Buyers entered into a Purchase Agreement with Trinity Homes on 1/22/22, with that contract being cancelled on 8/12/22. The basis for the cancellation was mainly for the reason that no construction had begun after nearly 7 months. There was little, if any, communication throughout the process. The little communication that we did get, was not accurate or consistent and therefore, confidence in the builder fulfilling the contract, was lost. Buyers requested a refund of their $21,995.00 down payment. Seller requested a retention amount of $6,922.00 for "sunk" costs. Buyers requested an itemization (2 times) of these costs which has never been provided. Seller reduced retention amount to $5,000.00 and still did not provide an itemization for the basis of their retention amount. Buyers offered to pay $2,500.00 which was felt to be more than fair considering the only work done was some "behind the scenes" paperwork. As a point of reference, see a 6/22/22 complaint with your department, from a buyer of very similar complaints, was only required to pay Trinity $500.00 thus our offer of $2,500.00 seemed more than fair & felt it was an amicable solution Trinity held a firm position on $5,000.00 take it or leave it situation & Buyers not wanting Trinity to withdraw that amount, Buyers accepted $16,995.00. No release was signed with the Buyers retaining the right to pursue a legal remedy. However, in the best interest of both parties, we felt this forum was the best avenue to pursue. Buyers seek the remaining $5,000.00 of their down payment.

  Business Response

  Date: 08/30/2022

  Our contract is clear when a buyer defaults on our agreement which I have attached stating we will retain the buyers entire deposit. No where in the agreement is there a mention of when the home will start as customization, municipalities, availability of excavators, etc. all affect when a home can break ground. We retained only $5,000 when our costs, and overhead far exceed the amount. 

  Customer Answer

  Date: 08/30/2022

  We are rejecting this response because: We disagree with Trinity's position on monies retained as they never supported through an itemized bill that was requested numerous times. We are dissatisfied that they were unwilling to negotiate further so that an amicable resolution could be reached. We now will be forced to take legal action that could have been avoided.
  
  Regards,
  
  ******* *** ******* ****

• Initial Complaint

  Date:06/22/2022

  Type:Order 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.

  Buyers entered into a contract with Trinity Homes on March 27, 2022 to build a Trinity Cortex condo in Dublin, Ohio. Completion date in contract states “12 months or a reasonable time thereafter” (words from actual contract). Buyers were told 30-45 days to receive the building permit needed to start excavation. Total build timeframe of approximately 13 months. Buyers concern is that estimated build timeframe has approximately doubled (see points below). Buyers have requested Trinity return their $23,021 deposit due to the timeframe change and inability to secure financing. 1. Build timeline communication has gone from 8 - 12 months, then 12-14 months, to 14-16 months. Timeline still unknown. (See letter postmarked June 3, 2022 attached.) Buyers anticipate completion timeframe of over 19 months at this time. Initially Trinity communicated timelines from contract date, then from excavation date. 2. Permitting timeline communication has gone from 30 - 45 days, then 45 - 90 days, and now six to seven months but no guarantee (words from letter attached). 3. Structural change requests have been minor and requests were for estimates only. Buyers never authorized or approved any of the 3 change requests: modifying living room wall 2 feet, adding one standard egress window to basement and changing a glass shower door to a walk-in shower and removing tub. Buyers have waited months for shower pricing and never received an estimate. 4. Communication has been less than acceptable. Trinity has not provided any firm permit, excavation, or build completion dates. 5. Financing: all of Trinity’s delays have put the buyers in significant financial hardship. Trinity‘s position is that the buyers must assume all financial risk for delays in build timeline, yet they will not provide us any estimate of completed timeline. For all of these stated reasons the buyers request their full Trinity deposit of $23,021 be refunded in full as soon as possible.

  Business Response

  Date: 06/23/2022

  Attached the contract states:

  1. Seller can neither imply nor guarantee a firm completion date for the house, but Seller agrees to use its best efforts to meet or exceed the estimated construction schedule, with delivery estimated to be "12" months or a reasonable time thereafter from the date of EXCAVATION (Excavation was left out in the complaint)

  2. Section 9, noted is their are no statements that can change this contract.

  3. We have highlighting the default by Buyer terms which are clearly stated.

  No where in our agreement do we say we will have the home completed 13 months from contract and we deny setting that unattainable expectation. We sold a condo on 3/29 that required custom changes. We cannot submit to permit until we price the custom changes and have our architect draw the custom plans after the price is accepted. At that time we are able to submit to zoning, then permit and the permit usually takes 30-45 days to come back. To get to permit can take 30-90 days depending on workload. Once the permit is back we need to wait on an excavator to have availability in his/her schedule to excavate the home. Being that every buyer has different custom requests we are unable to tell clients how quickly we will be able to excavate their home given all of the variables.

  Even though this is a clear case of default we are going to refund their deposit minus the time spent with the counselor, my estimator, energy calculations, and survey. We will return the entire deposit minus $500 for the items noted.

  Customer Answer

  Date: 07/01/2022

  I accept the business's response to resolve this complaint. Please provide details of $22,521 deposit refund payment, timeline and payment method. 

  
  Regards,
  
  **** *******