ComplaintsforThree Stone Homes, LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When home was set in 2021 we did our walk thru there was a shelf that didn't fit properly a handle missing off one of the blinds and the siding on front of home was not correct siding we paid $85000 for this home reason for just now filling is they kept saying they were waiting on siding or they would set up a date to get someone out to take care of problem and as of today the problems are still not fixed

  Business response

  04/16/2024

  Three Stone Homes does not have a signed contract with ***********************. He resides in a home purchased by our homeowner. Out of kindness we did communicate with him regarding the siding. ***** claims the siding on the front of the home was incorrect. We have a signed build sheet that states the home was built exactly how it was signed off on by the homeowner. The home was not built incorrectly. 
  As a courtesy to the homeowner we agreed to supply ***** with the siding but we would not install it. ***** spoke with his salesman in July of 2023 in regard to this. From July 2023 to December of 2023 Three Stone Homes Service Team reached out to **************** on several occasions and received no communication in return. In January of 2024 I, *********************** tried calling and left several voicemails and never received any communication back from ****************. On 4/4/24 Three Stone Homes received a complaint from The BBB. I immediately reached out to **************** to resolve the issue. He picked up my call in the middle of me leaving a message on their landline answering machine. 
  I explained to **************** that we would still provide the siding but we would not install it for free. I offered a quote to install the siding and he said yes to Three Stone Homes building a quote for installing the siding as well as installing 2 windows. 
  We just got the quote done yesterday and I will be calling **************** this week to present the quote. 

   

  Thank you,
  ***********************
  Customer Care Specialist 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our hot water heater would not stay lit once we moved into our home. We told Three Stone Homes (TSH) that we thought it was a vent problem. They came out once and pulled a vent up that had fallen down, but problem came back and got worse. The pilot light would go out several times a day and began to take up to ***** to get it to light again. We tried to tell them that we thought it was a vent problem, but they directed us to the warranty on the hot water tank without ever coming out to check the issue and their service manager would not speak to my husband for him to explain. We got a part from the hot water tank company, but this did not resolve the issue. TSH directed us back to the tank company, so we finally paid a master plumber to check it out - part of the vent was missing and he had to build one for us. The problem has resolved completely. We have sent the **** to TSH many times, had to explain it to their CS representative many times. On May 31st, she indicated that she hoped to have the reimbursement resolved by the next day, but has never fulfilled the request and has not responded to my last email (forwarding her comment to have it resolved by 6/1/22) that I sent on 6/27/22. This issue has been going on since we moved into the house in December 2020. We would like to be reimbursed for the cost of the master plumber **** of $331

  Business response

  07/11/2022

  Dear ********,

   

    TSH will be reimbursing you the money you requested. You will receive payment in the next 3 weeks. 

   

  Thank you,

   ***********************
  Customer Care Specialist 

  Customer response

  07/11/2022

  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory - AS long as TSH does send out a check.  We were told one should be issued on 6/1/22; this was not done and another email message to them last week went unanswered.  If they send the check within three weeks as promised, fine.  If not, we will file another complaint.  ************ promises a lot, but either does not follow through or takes months to do what they promise.
  
  Sincerely,
  
  ******** Or ***************************

*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. ↩