Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  here are some discrepancies in my home and my disappointments with this company. TQH-trademark quality homes. They should remove "quality". Because they dont show they deliver quality product. It looked nice at first, but that soon changed. Here are issues I had and still have with my home: My realtor pointed out, BEFORE I moved in, the walk up to the house. Instead of leveling the landscaping in front of our homes (a few are like this) to prevent rain build up, they put a 2-day clause that has us endure large puddles by the front door. Mine goes across the driveway. Landscapers came out. This is one of the only times I watched the work being done. I was told they may have to pull up the front bushes and restructure. I said they could!! They used an edger!!! I dont know why they thought that was going to solve this semi-flooding issue. I was given a number of one of them and told to reach out if it continued. When the puddles happened again, I reached out. No response. I reached out to tqh. I'm told they cant do anymore!Cabinets: There were a couple cracked ones in my kitchen. They took off the doors to order them. I kept reaching out because the missing doors were an eye sore. After finally being replaced those had cracks. I reached out to the cabinet guy and builder. Again, response time was a while. cabinet guy wasnt responding. I had to keep asking the builder to reach out to him. When finally he came out, he said he had the wrong cabinets! After the long wait, how is this! he used a putty that was ugly and rubbed off! I called about it. *** said there wasn't more they could do!Cracks under the windows and throughout the house. Workers damaging things and leaving trash and debris Feeling debris under the carpet Bulging baseboards/walls An entire crooked wall Corners curved in obvious different paint from attempted repairs Full grown wasp nest Most addressed. *** didn't care to CORRECT the issues as long as someone attempted to correct

  

  Business response

  01/14/2025

  Please note that the warranty standards are not set by Trademark Quality Homes. They are set by Quality Builders and are a national standard for builders across the board that offer 2/10 warranties to their homeowners. After review of the complaint it appears TQH and our subs made every attempt to address all complaints made. We sent landscapers out to her home a few times.  Each time they evaluated per the warranty standards-within 10 feet after 48 hours, and there was no standing water. So here there was nothing further needed and anything else would be considered homeowner maintenance. For the cabinets the replacement door was damaged but the original door was not damaged as bad.  The cabinet company told the homeowner that they could fix the original door due to the new door being damaged and she was okay with it. Before leaving they asked her if there was anything else and she said "no, everything looks good". She reported a cracked cabinet a year after she had been in the house, so this was also completed as a courtesy. Homeowner had a one time sheetrock touch up.  We sent the sheetrock company back out again and they touched up again. She signed off on that.  They went out one more time and she signed off on that one as well. After these, two builders have been back out in order to try to make her happy by providing more touch ***.  Possibly 3 additional times.  All of these additional touch *** were completed outside of the one year warranty period as well. She also had to walk the house after they were complete since they went out so much.

  If you believe that there are items which have not been corrected for which Trademark is responsible, you can contact QBW. The Limited Warranty Agreement has a very specific Complaint Resolution Mechanism which includes inspection and binding arbitration.  If QBW determines that Trademark has repair responsibility under the Limited Warranty, the issues will be addressed.
  
  QBWs contact information is:
  
  Quality Builders **************
  **************************
  *******************
  **********************************
  ************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Builder continues to let mud and sediment pour into and down the streets in front of his job site on ****************************************************************************. He has allowed it to pile up in front of other residence on the street and does not make any attempt to clean up the mess or correct the issue. He allows it to also pour into the storm water sewers in the area. When confronted about the issue he just denies and blames every other builder in the neighborhood. He even tried to say that the mud was all from another house down the street, which would mean all the mud ran uphill towards his job site.

  

  Business response

  05/31/2024

  I believe you have the wrong builder. We only build in *******/*******.

  Customer response

  05/31/2024

   
  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,
  
  *******************

  yes I was looking for trademark homes in ***** ******** I apologize for the mistake

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The home was constructed in 2017-2018. The home was purchased January 2018. There have been consistent electrical issues with the home and the wiring within the home. This winter our electrical disconnect box in the attic that is connected to the **** unit became over heated and caught on fire due to incorrect wiring between the breaker panel and the disconnect box. The breaker and the disconnect box are both 60 watt/volt capacity and the wire connecting the two electrical components is only 50 watt/volt capacity, making it incompatible with the electrical currents it carries. Due to the negligent practices of Trademark Quality Homes, we have now had to pay for corrections in the inadequate wiring and replace other electrical components within the **** system due to their error.

  

  Business response

  01/25/2024

  Trademark Quality Homes, Inc. is in receipt of your complaint.  We are sympathetic to the issues you are having with your home.  As you know, this home is outside of its warranty period.  While it was within the warranty period, we received dozens of warranty requests from you, which we addressed.  None of those warranty requests related to electrical issues, except for an issue with a ceiling fan, or the **** system.  The **** system in your home is approximately 6 years old.  If the system was improperly installed or wired, a malfunction of the nature you mentioned likely would have arisen before now.  During the 6 years the system has been in operation, the system should have been serviced periodically.  Such servicing, could have resulted in modifications to system which may have caused the issues you mentioned.  The documentation you submitted does not directly show that the **** system was improperly wired or installed.  If you have additional information and/or documentation that you can provide regarding this issue, we will be happy to review and evaluate that information and documentation.  However, with the information you provided, we are unable to attribute the issue to any actions or inactions of Trademark Quality Homes or its subcontractors.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A few neighbors had he same issue as me. Trademark had repaired their GFCI system through a third party. Anyone not an employee of trademark is "third party' in the laudry room. We all had the same issue in the laundry outlet. I had bought a new washer and no nothing do with this washer because I had plug in the washer in another outplug in another room in a completely different line and it worked with no issues. My neighbor suggested that trademark could be still responsible and to let them know. I had hired an licensed and insured electrician already. but had called trademark to let them know how if they knew this was an issue with many other houses then they should of fixed in all the homes since this is electrical and it can be dangerous when electrical isn't done correctly in which it wasn't careless of their third party electrican. Trademark had wrote me an Email confirming that the electrical could of been in warranty under a two year wiring etc but since I've hired third party they will not give me back my money under their rules. Everyone that isn't on trademark employee is third party. This company is nothing but money hogs. they buy the cheapest products which are warping. The trash and cheap paint and hired other side businesses that they don't know what they're doing. The painters that painted this house was awful ddi a horrible job. I have paint spots on areas that shouldn't be. Ive had an awful heating system. Pipes that make noise. Laminate flooring that is spacing like crazy, cement floors that cracking all over, paint that's chipping, screws that popping, walls that's cracking, a house that makes noise when the wind blows and along other things

  

  Business response

  12/18/2023

  IV. General Terms and Conditions/Rights and Responsibilities  
  
  C. General Conditions.  
  
  If the Builder or QBW is not afforded the first right to repair or resolve, or if Purchaser proceeds with repairs prior to using all steps of the Complaint and Claims procedure in Section VI of this Agreement, no warranty coverage will be effective on that item and no rights for any recovery or reimbursement shall be permitted. The choice of the method of repair resides with the Builder or QBW.  
  
  Trademark Quality Homes, Inc. (Trademark) attempts to satisfy all homeowners and remains ready, willing and able to repair any legitimate warranty item at your residence, however we do not believe we have any further responsibility with regards to this issue based on the above condition and that the repair is already complete.
  
  In connection with the purchase of your home you received a **************** Warranty Agreement through Quality ********************** (QBW).  If you believe that there are items which have not been corrected for which Trademark is responsible, you can contact QBW. The Limited Warranty Agreement has a very specific Complaint Resolution Mechanism which includes inspection and binding arbitration.  If QBW determines that Trademark has repair responsibility under the Limited Warranty, the issues will be addressed.
  
  QBWs contact information is:
  
  Quality **********************.
  **************************
  *********, ** 17011
  **********************************
  ************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Trademark Quality Homes (TQH), addressing persistent issues with the quality of the home I recently purchased. This matter is of great concern as it marks the second time, I am bringing it to the attention of Trademark Quality Homes.Upon moving into my new residence at *********************************** a cracked bathtub, necessitating immediate replacement. Subsequently, I observed a recurring issue during the use of the tubstaining of the walls upon contact with water. Despite bringing this matter to TQH attention, there has been an unfortunate decline to address the necessary repairs.I was advised to use the "touch-up paint". This solution does not address the underlying problem. The absence of tile or a protective barrier around the tub requires repeated repainting after each use, which is unacceptable.To substantiate my concerns, I have documented this issue with screenshots from Zillow photos, clearly illustrating the absence of this crucial feature in my property compared to other TQH new builds on my street. Additionally, I wish to bring to your attention another issue within the home. There is no light in the center of the "breakfast area." I have raised this concern with both the electrician and *********************. Both have stated they cannot relocate the light. However, in the new builds, they are centered, not randomly placed, and align with each other. TQH has refused to rectify the error of the electrician. Furthermore, we were sold property with lake access. Unfortunately, there is absolutely no access to the lake. A dock and stairs should be provided for access. Given the nature of these recurring problems and the lack of a satisfactory resolution, I am seeking the assistance of the Better Business Bureau to address these matters. I kindly request a thorough investigation into these issues and appropriate action to rectify the concerns outlined herein.

  

  Business response

  11/29/2023

  Tile around the bathtub is an upgraded feature for that neighborhood and the breakfast light was in place prior to the homeowner taking possession of the home. The homeowner signed our Property Acceptance Form, indicating she understood all of the features of her home and accepted them as of that date. She was given a copy of this at the time of her Warranty Submittal.
  
  In reference to the neighborhood not having access to the Lake. We have confirmed that they do in fact have access to the lake via a walkway. This access is for viewing and/or fishing from the bank. There are a view lots that are directly on the lake which would have been advertised differently. If the homeowner is trying to compare to those it would not be the same as those lots touch the lake and the others do not.
  
  If the homeowner feels there are true warranty concerns and that Trademark is not addressing the issue(s), she can reach out to the warranty company directly at the below:
  
  Quality Builders Warranty Corp.
  ************************************************************
  **********************************
  ************

  Customer response

  12/04/2023

   
  Complaint: 20929100
  
  I am rejecting this response because:

  Wall Protection: While I acknowledge that tile would be a desirable option, the issue extends beyond aesthetics. The basic paint used on the drywall around the tub is subpar and not waterproof. There are alternative options for wall protection, the bottom-line paint choice is inadequate, leading to potential drywall damage with regular use. This issue was delayed by the fact that the tub was unusable at the time of purchase, requiring replacement weeks after moving in. Our property is the second most expensive on the street, yet it lacks bathroom tile, a crucial element for both functionality and home value. Contrary to TQH's assertion of tile being an upgrade, the three most expensive homes on the street also lack bathroom tile. I contend that this omission was a cost-cutting measure, compromising the overall quality of our home.
  
  Lake Access: TQH's response does not address the practicality of lake access. While they suggest walking up/down the extremely steep hill, this poses a safety risk for individuals,including my elderly in-laws, one of which is a retired ************ veteran of 23 years who has a medical disability. I request the exact location for safe and accessible lake entry for all residents equally.
  
  Electrical: Regarding the poorly located lights in the home, the light installation occurred in the large open room before we occupied the residence. However, due to the empty room, the misplacement was less noticeable. When I raised the concern with TQH electrician, he mentioned the absence of plans, leading him to place lights based on personal judgment. I find this approach lacking in common sense, and as a result, I am unwilling to use that electrician again. However, TQH explicitly states in writing that using an alternative electrician would void our warranty, but only offer one electrician as an option, per our warranty and binder provided at closing. Given this restriction, I believe it is TQH's responsibility to address and rectify this issue. The misplacement is not a minor discrepancy but extends to a significant distance, measured in feet rather than inches.
  

  

  Business response

  12/05/2023

  Trademark Quality Homes, Inc. (Trademark) attempts to satisfy all homeowners and remains ready, willing and able to repair any legitimate warranty item at your residence, however we do not believe we have any further responsibility with regards to these issues.
  
  In connection with the purchase of your home you received a **************** Warranty Agreement through Quality ********************** (QBW).  If you believe that there are items which have not been corrected for which Trademark is responsible, you can contact QBW. The Limited Warranty Agreement has a very specific Complaint Resolution Mechanism which includes inspection and binding arbitration.  If QBW determines that Trademark has repair responsibility under the Limited Warranty, the issues will be addressed.
  
  QBWs contact information is:
  
  Quality **********************.
  **************************
  *********, ** 17011
  **********************************
  ************

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 20,2022 I submitted a claim to repair the floors in my home. I received an email confirming they received my claim and that they would schedule for someone to review claim. Multiple times I had individuals come to my home to repair the floor and each time the workers would have to leave as they did not have enough material. The final time that I had workers ************** floors they told me that the whole floor would need to be replaced as how bad the damage has gotten. The worker spoke with his boss about the need for extra material and was instructed to leave my home and to not begin work at my home. I then a couple months later received an email that they were denying my claim due to it being maintenance and care damage.

  

  Business response

  11/20/2023

  Homeowner originally submitted for a flooring repair in March 2022. The flooring manufacturer did agree to replace a portion of the flooring which was completed in October 2022. Homeowner had more damaged areas and after further inspection the flooring company determined all the issues were from how the homeowner was cleaning the floor. The flooring issue was never part of the Trademark Quality Homes 2/10 warranty. It fell under the manufacturer warranty of the flooring. We believe we have done all we can in regards to this issue. The homeowner can reach out to the flooring manufacturer if they would like to continue to pursue the issue.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a new Trademark home in January of 2022. From the 1st week we were in the house I was complaining about the back yard erosion. They came and put straw on the soil and a net. I refused to sign off on that temporary fix because I knew it wouldnt work. I complained many more times. Everyone that I had out to the house said it needs a retaining wall. Finally I encouraged Trademark homes to come out to the house and look at it. They made a proposal. I wanted to check with an engineer to make sure the proposal was adequate. I tried divining their documents to fix it on October 2nd, 2023 just one day before the deadline but there was no where to sign. I emailed warranty and I called *************************** to tell them I was having difficulty signing. *************************** states she has my calls logged prior to the due date and time. Regardless, Trademark homes refuses to fix my yard. I have notified Channel Fox Atlanta in this matter I am filing this report with you and I am currently looking for an attorney in this matter. I am hoping you will be able to help me resolve this in a peaceful matter as the BBB has helped me in ******** **** in the past regarding other complaints with other companies.

  

  Business response

  10/18/2023

  This home was purchased January 7, 2022. Homeowner first reported an issue with erosion on 4/5/2022. Trademark Quality Homes visited this homeowner on multiple occasions to work on this issue. Landscaping and erosion control are not covered under warranty but in May of 2022 we did a courtesy repair of the affected area and told the homeowner that she would have to maintain it in order for the seeded area to get established. The homeowner informed us that that was not her job and she would not take care of the repaired area. On 8/3/2023 we sent the homeowner a proposal where we offered to repair the area install full gutters and sprinklers so it would be easier to maintain. This all being done as a courtesy. The homeowner was given 30 days to accept the offer. The proposal expired 9/3/2023 and the homeowner did not reach out to Trademark in any form until 10/5/2023. After 9/3/2023 we considered this issue closed and from then forward has been turned over to our attorney. Owner has been provided that contact information. Per homeowners uploaded image IMG_0453 the engineer stated that a retaining was would not be needed.We have gone above and beyond what is required to try to resolve this issue and per the proposal we closed this matter on 9/3/2023. Proposal attached for reference which clearly outlines the offer, the date the offer expired, and what is and is not covered under the warranty.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new home from Trademark Quality Homes on November 30th, 2022 (Purchase price $522.990). During the walk-through, we pointed out issues with the home that needed to be addressed before closing. However, they were not completed prior to closing. Despite having already expressed our concerns to the builders representatives regarding the issues noted during the walk through, they didnt show much interest in resolving the problems.We have submitted 4 letters, at first, we were able to get them to complete some repairs but after some time they started ignoring our request for updates and stopped responding to any communications, our last phone call was made on April of 2023, since April we havent received any response or seen any interest on their part to complete the repairs on our home. We have noticed that our neighbors are not experiencing the same issues we have, since their problems get solve very quickly. We feel that we are being discriminated based on our race, since we met the TradeMark Quality Homes personnel, we were yelled, scolded, and threatened by them. No one deserves to be mistreated or discriminated against because of who they are.It has been 8 months since we closed, and we are still waiting for the repairs to be completed. Just to mention some of them: missing molding in the kitchen island, master bath cabinet, and around the dishwasher; Under Insulated Bedroom (1) during the winter this room remain cold regardless of the heat being on during the summer the room remain extremely hot regardless of the air conditioner being on, we have contacted a private contractor to identify the source of the problem in this room and it was determined that it was the lack of insolation around the closets walls. To resolve the problem, we would appreciate the repairs to be completed in a professional manner by a qualified contractor.

  

  Business response

  08/11/2023

  We are currently trying to communicate with the homeowners to figure out what exactly is still outstanding so we can complete what needs to be done.

  Customer response

  08/11/2023

  I have reviewed the response offer made by the business on August 8th, 2023, in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  We replied to the business in writing on August 10th 2023, the response was directed to the following email addresses: *********************       *****************     *****************************
  I have attached the documentation for your review.  

  

  Business response

  08/15/2023

  We have received the list of outstanding items and are working now on getting everyone contacted to get these items addressed.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I moved to ******, ** in 2020 both being in our seventies. We purchased a newly built home built by Trademark Homes. Since the purchase of this brand-new home, our backyard has been flooding at least 6 inches every time it rains. It takes multiple days for the water to recede. We notified the builder with no help whatsoever. Since my husband's passing in February of 2021, I have been trying to get this situation rectified. I have spoken to the builder numerous times without any success or solutions. I have contacted the city of Temple; even sitting in on town /city council meetings expressing my concerns. I recently contacted multiple engineers as well as drainage experts. They have all expressed how this amount of water is unacceptable and should have never been allowed in the first place. They are giving me estimates in the $10,000 range if they are even willing to travel this far west. At this point, I am unable to utilize my back yard the majority of the time and will be unable to sell the home due to the flooding issues. I have a large dog (to keep me company after my husband passed) who cannot use the yard without destroying my flooring in the process. I have photos of what my yard looks like when it rains. I would appreciate any assistance I can get to fix the drainage issues on my property. Thank you for your time and consideration.

  

  Business response

  04/27/2023

  This subdivision was established before Trademark entered into it to build homes. All streets and storm drains are controlled/maintained by the county. This homeowner closed in 2019. Thereafter in January of 2021 submitted a warranty on a drainage issue. Grading and landscaping is not covered under warranty but as a courtesy was repaired June 2021 and no issues have been reported to us since then. Upon investigation it was found that the homeowner on Lot 1, which is 4 houses up from subject house, has regraded their property which is disrupting normal drainage causing additional water to flow down to other lots. It should also be noted that the storm drain located in front of this property is broken. We were told that the county attempted to repair it but homeowners called the police on the contractors and had them removed from the property. This could also be causing a delay in water drainage. We are in the opinion that we have done our due diligence in rectifying any and all problems or concerns for this homeowner.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our new construction home in May 2020 from Trademark Homes in ***********, **. Since our two-year warranty was over it was time to bring servicing out to ensure the continued success of our HVAC unit amongst various other systems/units in our home. Our service technician came out last Wednesday to replace our zone board and while conducting his springtime check of our system, found out that Trademark never completed construction on our home and HVAC by cutting through the sheetrock to install the much larger 20x24 air return duct. This effectively has been suffocating our HVAC unit since before the purchase of our home since we have been operating solely out of a 14x 14 air return.Due to the fraudulent claim from Trademark stating that our house was indeed construction completed. This has exponentially added to the usage on the lifetime of said HVAC unit. Furthermore, this has led to a large increase in the humidity of the house which has started to impact various items around the house, floors included.The people they hire for installations are not professional. Please see the attached picture left by their framing company. This is the professionalism of their contractors.I now have to add to **** dollars I've already spent by now having construction completed out of pocket. Who knows what damage this has caused. Mold, compressor issues, freon issues, personal health issues. I plan on bringing this to the city

  

  Business response

  03/15/2023

  We do sincerely apologize that there are issues with the **** system and for the drawing on the framing board. As this is the first time we are hearing of these issues we are reaching out to the owner to work on a resolution. After review of the owners warranty file there has been no complaint about the **** system in the past so we will do what we can to figure out and resolve the issue as quickly as possible.

  Customer response

  03/16/2023

  As a first time homebuyer and not HVAC certified, I was not aware that our Unit required a second larger 20X24 intake vent for our HVAC system to work properly. Also there was never a contact list given of names and phones numbers of any of the contractors that completed work on the home. The contractor (*********************) came out today 3/16/23 and cut the sheet rock and installed the intake vent.  However, I had no way of identifying who he was other than the fact he contacted me to call him directly.  I don't know the name of his company and he did not have a truck with a company name.  There was no receipt given for work completed, and he asked to use my personal vacuum cleaner to clean up the sheet rock and dry wall mess that was made on the floor.  It wasn't until I told him no he could not use my vacuum for construction purposes that he "remembered" he brought his shop vac.  Due to the lack of professionalism shown by him and whatever team he had install the unit, I am requesting a FULL HVAC inspection(including compressor stability and freon levels) be done either by a different contractor (whose name is known to us) OR for Trademark to approve the use of ************************ located at **************************************************************** **************.  This inspection request is to ensure that no long term damage has been done to our HVAC system due to the contractor negligence.  Due to this negligence we are already experiencing issues due to increased humidity and lack of circulation. Our laminate flooring unadhereing in the kitchen and dining room,  degeneration of insulation in the attic, and zone board malfunctions.  I would expect these and any other issues if found such as but not limited to accumulated mold, decrease in life of HVAC unit, and compressor malfunction be replaced or compensated for.  

  

  Business response

  03/24/2023

  We are meeting with the homeowners for a resolution.

*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. ↩