Alexis A Uac

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Abysmal customer service

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True Homes - Abysmal customer service

We entered a purchase contract for a new construction home with True Homes in the Edgewater community on 3/2/24. On 3/29/24, we attended our Design Studio appointment in Monroe, NC to pick out upgrades for our home.

Due to the appointment length and the fact that school was out for Good Friday, we had to both take off from work and find a babysitter for our child. My wife drove over an hour to meet the babysitter. The Design Studio appointment was a disaster: the Design Studio consultant was grossly inexperienced. They constantly had to ask other staff members for clarification on our questions.

They werent aware of most of the upgrade selections we had made online over the preceding weeks, so we had to do almost all the design process from scratch. After we met with a representative from CPI, the consultant left us alone in their office for approximately 20 minutes, but their whereabouts were unknown. Due to this, our appointment ended without all of our features being finalized or us receiving a final price for our home.

The design consultant assured us we would wrap everything up on Monday, April 1, via a virtual appointment. My wife and I cleared our work calendars in the afternoon to accommodate this virtual appointment, which was scheduled for 2:30 PM.

Around lunchtime on April 1, we received an email from the consultant stating our appointment had to be canceled due to unforeseen circumstances. My wife and I were distressed, having been severely inconvenienced twice in such a short span.

We attempted to reach out to True Homes by phone and email numerous times to voice our displeasure and ask that we receive a new Design Studio consultant. True Homes staff routinely ignored calls; my wife finally got someone at the Design Studio to respond to an email, but instead of addressing our concerns, they copied the consultant on their response and told us to follow up with them. We even tried contacting the Edgewater sales advisor, to no avail.

When we got our realtor involved, he stated he left four messages between the design consultant and sales advisor, and none were returned.

We did not hear anything from a True Home representative again until 4/10 when the design consultant tried to send us a custom features addendum. Utterly disgusted with the terrible communication and horrific customer service, we decided to terminate our purchase contract. Because we did not sign a custom features addendum and construction never started on our home, we should be refunded our $1500 deposit per the contract. On 4/11, our realtor was told verbally by True Homes that our contract would be terminated and our deposit would be refunded.

However, on 4/12, after the sales advisor called to make a failed last-ditch effort to salvage the deal, we were informed that our deposit would not be refunded. True Homes refuses to refund our $1500, citing buyers remorse.

They imply that we backed out of the deal due to the purchase price. This is not true; if True Homes had decent customer service or competent staff in their Design Studio, we would have been content to build with them.

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  • Horrible customer service and communication

Preferred solution: Full refund

User's recommendation: Pursue other builders

Bill M Fee

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Email keeps not being sent to the email address given.

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I go to the trouble of looking up the right email and it doesnt get sent. I need someone to come out to inspect the crack.
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Preferred solution: The crack in the slab repaired.

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