Top Homebuilder Ratings & Reviews

Trophy Signature Homes

Cibolo Hill

185 Homeowner Reviews Completed Nov 2022 - May 2024

Overall Satisfaction

4.3
Customers' overall satisfaction
4.5
Rating of homeowners' willingness to recommend this builder

PERFORMANCE RATINGS

Purchase Experience

4.5

Construction Experience

4.7

Customer Care Experience

4.8

Home Readiness

4.6

Installation & Workmanship

4.6

Community Profile

NEW COMMUNITY!


Cibolo Hills presents an easy commute to both Alliance Town Center and Downtown Fort Worth. This amazing location is adjacent to Business 287 and is close to Eagle Mountain Lake. Loads of outdoor recreation are right around the corner and the community’s extensive amenities give you many reasons to stay home - with parks, trails, landscaped open spaces, a pool and a large amenity center. Served by North Fort Worth’s Eagle Mountain Saginaw ISD, two on-site schools are planned within the master-planned community.



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MOST RECENT HOME OWNERS' VERBATIM COMMENTS - All
Purchase Experience Testimonials from Real Homebuyers

Fort Worth, TX, on Apr 19, 2024

Loved the experience of my house walk-through. Jeff was great and had everything found in my inspection corrected. Did NOT like the way I wasn't given a full 30 days to close. The sales team made me feel extremely stressed and rushed during my escrow process.

4.8
Verified Homeowner
Fort Worth, on May 02, 2024

All the issues were fixed.

5.0
Verified Homeowner
Fort Worth, on May 07, 2024

Not built as good as I would have liked

3.6
Verified Homeowner
Fort Worth, TX, on Apr 09, 2024

We really liked the walkthrough process. Jeff is who did our walkthroughs and was very thorough, personable, and helpful. He listened to our concerns and made sure each thing was taken care of in a timely manner, referencing our 3rd party inspection report often to ensure no stone was left unturned. Thanks to him that part of the process was very stress-free during a phase where it might not have been. One thing that we didn't like was feeling rushed during the contract process. We were sent the contract to review, but didn't know that the contract was only good for 48 hours until 2 hours before it expired, which forced us into making an incredibly quick decision over the phone since we were in separate places at work (and having to sign the contract from my phone since I was on the road), so we wouldn't lose the house. It would have been nice to know that up front so we could plan accordingly.

4.9
Verified Homeowner
Fort Worth, on Apr 29, 2024

The lack of communication between warrant manager and ourselves.

3.0
Verified Homeowner
Fort Worth, on Apr 29, 2024

Warranty representative is irresponsible, he says he will follow up on issues and never does.

3.1
Verified Homeowner
Fort Worth, TX, on Mar 30, 2024

The builder, TJ, has been exceptional in answering questions even after closing on the home.

5.0
Verified Homeowner
Fort Worth, on Apr 25, 2024

Several windows were installed incorrectly and required replacement due to water leaks. This process was handled fine but it caused lawn damage that I now am trying to remedy.

4.9
Verified Homeowner
Fort Worth, on Apr 29, 2024

The grading and drainage. I was told that I needed to police my neighbors watering and that water truly did run uphill

4.4
Verified Homeowner
Fort Worth, TX, on Mar 09, 2024

More influence on the configuration of finishes, or input into things like the prewiring for home theatre speakers etc, but I understand the reasons why this isn't done.

4.7
Verified Homeowner
Fort Worth, on Apr 04, 2024

We love the warranty service. Thank you.

5.0
Verified Homeowner
Fort Worth, on Apr 20, 2024

Timing to repair

3.0
Verified Homeowner
Fort Worth, TX, on Mar 05, 2024

Spray foam

5.0
Verified Homeowner
Fort Worth, on Mar 11, 2024

Warranty Services takes too long as they have mentioned that they are understaffed. I still have some pending issues that I have not gotton reply. All the warranty 30day, 90day check-ins are running about month behind. When the service people comes, they do half service and leave some work behind that some other company completes instead of done on the same day. As I have talked with the warranty team, when you create a ticket, there is no tracking or confirmation from the group about receiving the ticket and also no way to see the progress of the tickets.

3.7
Verified Homeowner
Fort Worth, on Apr 15, 2024

The warranty process and poor quality of materials used

1.8
Verified Homeowner
Fort Worth, on Dec 14, 2023

I like the floor plan, design and layout of the home. But the craftsmanship and getting things fixed through warranty have really ruined our ability to really enjoy the home. We have multiple property managers and several NCNSs on several appointments.

3.1
Verified Homeowner
Fort Worth, on Dec 22, 2023

Dylan has been a much needed & valuable new hire to the warranty team.

1.9
Verified Homeowner
Fort Worth, TX, on Feb 28, 2024

We loved the whole experience Josh and Jeff are amazing people they took care of us so well. We love our home.

5.0
Verified Homeowner
Fort Worth, on Oct 30, 2023

Josh is a great resource if we have any questions. Truly has been a great experience on our end.

4.9
Verified Homeowner
Fort Worth, on Nov 29, 2023

the drainage issue is still outstanding...

5.0
Verified Homeowner
Fort Worth, TX, on Feb 20, 2024

Updated information and contacts

5.0
Verified Homeowner
Fort Worth, on May 10, 2023

My home is spacious

4.0
Verified Homeowner
Fort Worth, on Nov 28, 2023

What we liked when we first moved in was the warranty service/customer service care was initially very responsive. Now they are slow to respond and when they do respond they are repeating their response with no follow through. There was some misleading information as well concerning our counter tops. The first person stated they would have our counter tops fixed/repaired by our final walk through by buffing the scratches out. When we did our final walk through we noticed they tried to fix the counter tops, but then noticed they were a matte finish and seemed to have spot where they left the buffer sit and spin longer than they should have, The warranty person said they could come back and fix them, but we were then issued a new person. The new person then stated that we should have been told that buffing would have caused the counter tops to become a matte finish and now we cannot do anything about it. We have also been waiting on our floor planks to be repaired. The representative, Luis, for the vendor your company uses to install the floor planks is very unreliable. The first visit we had to cancel since he ,Luis, was more than 2 hours late, when we rescheduled he stated he would be calling us to set a date. After a week of waiting I called him and he then stated I would have to call his company myself to schedule a date. After setting the date, the company doing the work stated they would reach out to our warranty service/customer service care person to have a plumber come and move our dishwasher so work could be completed, never received a call from a plumber or the person assigned to us. I reached out to warranty service/customer service care assigned to us and he stated he did not know why the plumber has not contacted us yet. When the workers came out to fix the floor, the notes did not seem to match the initial representatives comments and the work could not be done. I called the workers supervisors and he stated Luis would be calling to set another date, he did not. The plumber was not onsite to move the dishwasher, but since they could not or would not start the work it did not matter. I emailed warranty service/customer service care assigned to us to ask if he could find out what the issue was or when they would be coming back, the response was "I just reached out to Luis, and told him to give me an update or to give you a call". I find the lack of follow through with an item we have been asking to get fixed very upsetting. As stated above, the misinformation about repairing the counter tops at a later date to now continuing to wait and see if Luis or our representative will follow though is not making this a happy experience for us. This is our first home and being a new build we knew we would have some minor issues to get fixed, but it's the lack of follow through and communication that is upsetting. If you would like to follow up with a phone conference please call, XXX-XXX-XXXX you, Daniel & Christi Garcia

3.0
Verified Homeowner
Fort Worth, TX, on Jan 10, 2024

The builder, Jeff Brannan, has displayed nothing but outstanding service. He was always available for questions and inquiries.

5.0
Verified Homeowner
Fort Worth, on Feb 06, 2023

Our house was not complete and still is not complete almost a year later. When we did our walk-through Tanner, the builder rushed us to get it over with as we pointed out numerous things that need to be fixed and some still needs to be fixed as he assured use would be fixed. We gave him extra time to fix these issues after we closed. Upon moving in none of these issued were not fixed. The weekend we moved in we had no hot water the emergency plumber didn't answer or return phone calls. Once we moved in Tanner just pushed us off to Trophy warranty. Then it was a back and forth of who was responsible. trophy declined a majority of our claims and then we had to fight to get issues fixed. These were issues that our Third-party inspector had pointed out in the beginning. then we got the excuse of industry standards which nobody could show us the standards. Poor communication between the contractors that had fix these issues and the different warranty managers we had.

3.1
Verified Homeowner
Fort Worth, on Aug 30, 2023

My only compliant was when I tried to schedule warranty service for my guest bath. It was not finished out properly; shower did not work, loose fixtures. It took a couple of tries to get someone scheduled. First attempt was a no call no show, assuming they were called. Second time they showed up on time and fixed everthing.

4.7
Verified Homeowner
Fort Worth, TX, on Jan 08, 2024

We recently went through the overwhelming process of searching for our dream home, and we couldn't be more pleased with the outstanding support we received from the team at Haslet Madero. Although we ultimately decided not to purchase a home in that specific location, the assistance we received from your team was truly commendable. From the initial stages, the team, especially the two ladies who guided us through the process, went above and beyond to make our experience as smooth as possible. They provided invaluable insights, answered our countless questions, and ensured that we felt supported every step of the way. While we later visited Josh in Cibolo Hills, the decision to make our purchase was heavily influenced by the exceptional service we received from your team in Haslet Madero. Their professionalism, expertise, and genuine care for our needs were evident throughout the entire journey. We are now happily settled into our new home, and it wouldn't have been possible without the dedication and guidance of your team. We appreciate the personalized attention and the seamless coordination that made this significant decision in our lives more manageable. In conclusion, we want to express our gratitude for the outstanding service provided by the Haslet Madero team. Your commitment to excellence truly sets you apart, and we are thrilled with our decision. Thank you for making our home-buying experience a positive and memorable one.

4.4
Verified Homeowner
Fort Worth, on Jan 24, 2023

When I closed on this home it was to have the garage door changed. The one that is in is temporary one. No one will even call back.

2.1
Verified Homeowner
Fort Worth, on Jul 14, 2023

Like/Love the Maters floor plan and model of homes. The features and technology are great. Dislike The craftsmanship and lack of attention to detail is just not there. A lot of uneven & loose boards and warranty department are often non responsive.

2.9
Verified Homeowner
Fort Worth, TX, on Dec 30, 2023

Ryan took our specific requirements, what we were looking for. Showed the exact property we are looking for. At each step trophy provided all the info not too much not too less. First time buying, unknown things are addressed. Always responded quickly for any questions or queries. Really appreciate Ryan, Jeff and loan vendor Brad to accommodate the lowest mortgage interest rate possible.

5.0
Verified Homeowner
Fort Worth, on Dec 28, 2022

I love my home and it is everything I hoped and dreamed of. I feel lucky every day.

5.0
Verified Homeowner
Fort Worth, on Jun 16, 2023

Overall a good experience. Though there were an instance when wrong parts were ordered and a broken back door was left that way for over 2 weeks

3.5
Verified Homeowner
Fort Worth, TX, on Dec 29, 2023

My home was built too quickly, and this is apparent in nearly every aspect of the house. The construction was rushed, leading to subpar work. The materials used in building my home were already damaged when delivered. The appliances show signs of dents and scratches, the concrete is in poor condition, and the baseboards have sustained water damage. Additionally, numerous outlets throughout the house do not function properly. The dissatisfaction extends beyond my own experience, as evident in the community's Facebook group discussions. Many residents share the sentiment that Trophy is a substandard builder. I deeply regret not choosing to purchase a home with Meritage, as it appears to be a more reliable option. In retrospect, I wish I had seen my home completed before going under contract. The salesperson assigned to me was unhelpful and failed to address many of my questions. He consistently ignored my emails requesting information, forcing me to conduct extensive research on my own. Adding to the frustration, I felt compelled to proceed with the purchase despite these issues because I was threatened with the possibility of losing my deposit if I backed out. This situation has left me with significant regrets about my decision and a sense of powerlessness in addressing the problems with my home.

3.1
Verified Homeowner
Fort Worth, on Aug 31, 2022

Likes: warranty took care of everything in timely manner, Andrew was easy to work with Dislikes: trash was dumped on my front yard upon closing day, lack of communication with sales manager, house seemed rush

4.1
Verified Homeowner
Fort Worth, on May 27, 2023

I have a lot of outstanding items from before moving in that have not been fixed and trophy has gone silent.

2.6
Verified Homeowner
Fort Worth, TX, on Dec 27, 2023

The best part of our purchase experience was the communication with the loan officer and our builder. I had previously been told that the walk through with builders are normally not that great and they get annoyed with your concerns. Most of the people I spoke with would say "Make sure you don't let them rush you with the blue tape or try to avoid repairs you feel are needed". Not our builder!!! Jeff Brannan was amazing! He went above and beyond to make sure we understood everything. He went over every detail of the walk-through process and even helped us by taking pictures on his phone!!! When others asked me about how my walk through and final walk through went my husband and I could not express enough how much it meant to have Jeff walk with us through the entire process and even after we closed. Since we have moved, we have seen a few people looking at homes and we have had 2 stop us and ask us what we loved about our house, and we always say The builder!!!! #TrophyHomesonlyway togo

4.9
Verified Homeowner
Fort Worth, on Aug 31, 2022

Trophy Homes has not fulfilled their end of what was agreed to do on the move-in check list. The warranty rep Gerardo has horrible, HORRIBLE customer service. He’s obviously trained to say no. There are items that were installed into my home that were broken and now trophy is unwilling to replace them. Considering what I paid that’s absurd.

2.0
Verified Homeowner
Fort Worth, on May 22, 2023

I only had one issue so far and they were very responsive to my request.

4.5
Verified Homeowner
Fort Worth, TX, on Dec 13, 2023

I loved every single step about the process. TJ and Josh are amazing.

5.0
Verified Homeowner
Fort Worth, on Aug 17, 2022

The quality of some of the finishes. The molding around baseboards and doors looks very sloppy

3.8
Verified Homeowner
Fort Worth, on May 16, 2023

Rapid response and resolution.

5.0
Verified Homeowner
Fort Worth, TX, on Dec 07, 2023

Everyone was very friendly. Our builder Todd was very knowledgeable and explained everything to me. Even little things about the house and how it works.

4.8
Verified Homeowner
Fort Worth, on Jun 28, 2022

Customer service from sales, builder, and warranty have been awful. All lie and say different things. No one held responsible for just making things up. Very dissatisfied with this experience. Have several issues that were never fixed because builder said it was warranty's problem and warranty saying it was the builders problem the first 30 days. All I hear is them blaming each other but I have to live with the results. Sad way to run a company.

1.3
Verified Homeowner
Fort Worth, on Oct 28, 2022

We had a warranty concern with electrical after a storm. We tried contacting electric company, they informed us we needed to get approval through warranty first. It took a few days before we could even get ahold of anybody with warranty and we went without electric upstairs for longer than we liked. The process of getting ahold of them should be made easier.

4.9
Verified Homeowner
Fort Worth, TX, on Dec 01, 2023

I have noticed multiple things done around the home that I would consider poor work by the contractors. One thing for example: every exterior vent is secure by screws that should be anchored into the brick exterior, instead they are directly screwed into the brick mortar. That’s just lazy.

4.4
Verified Homeowner
Fort Worth, on Aug 09, 2022

Time of response.

4.6
Verified Homeowner
Fort Worth, TX, on Nov 28, 2023

Jeff was very helpful and quick to make sure any issues were handled very quickly!

5.0
Verified Homeowner
Fort Worth, on Aug 09, 2022

Micah Metzger has been exceptional. He is exceptional to work with and is great with communication.

4.7
Verified Homeowner
Fort Worth, TX, on Nov 27, 2023

Quality of the house is overall excellent, and TJ has addressed all our concerns quickly and professionally.

4.8
Verified Homeowner
Fort Worth, on Jul 26, 2022

When I had a problem, it was quickly resolved to my satisfaction. The issues I had were not major and I appreciated them getting taken care of so quickly.

5.0
Verified Homeowner
Fort Worth, TX, on Oct 10, 2023

In the beginning I fell in love with the layout of the house, through the process I realized that Trophy was using better quality materials compared to other builders. The finishing was impeccable. I absolutely adore my home.

5.0
Verified Homeowner
Fort Worth, on Jun 21, 2022

So far good response.

5.0
Verified Homeowner
Fort Worth, TX, on Oct 09, 2023

Josh made the process very easy; Seth has been exceptional and very accessible answering every question very promptly. I have been very impressed thus far.

5.0
Verified Homeowner
Fort Worth, on Apr 14, 2022

I have had good response from the warranty service team. One exception was not them but one business who serviced the plumbing under the warranty. They took almost a month to get a plumber to my house and failed to let me know on three occasions the plumber wasn’t coming.

4.6
Verified Homeowner
Fort Worth, TX, on Sep 14, 2023

The only dislike would be the community I purchased in is in Fort Worth and the title company is in Dallas. It would be nice if there was a title company option in Fort Worth as this metroplex is huge and made for difficulty in timing since I was moving from out of state.

4.7
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - Purchase & Move In
Purchase Experience Testimonials from Real Homebuyers

Fort Worth, TX, on Apr 19, 2024

Loved the experience of my house walk-through. Jeff was great and had everything found in my inspection corrected. Did NOT like the way I wasn't given a full 30 days to close. The sales team made me feel extremely stressed and rushed during my escrow process.

4.8
Verified Homeowner
Fort Worth, TX, on Apr 09, 2024

We really liked the walkthrough process. Jeff is who did our walkthroughs and was very thorough, personable, and helpful. He listened to our concerns and made sure each thing was taken care of in a timely manner, referencing our 3rd party inspection report often to ensure no stone was left unturned. Thanks to him that part of the process was very stress-free during a phase where it might not have been. One thing that we didn't like was feeling rushed during the contract process. We were sent the contract to review, but didn't know that the contract was only good for 48 hours until 2 hours before it expired, which forced us into making an incredibly quick decision over the phone since we were in separate places at work (and having to sign the contract from my phone since I was on the road), so we wouldn't lose the house. It would have been nice to know that up front so we could plan accordingly.

4.9
Verified Homeowner
Fort Worth, TX, on Mar 30, 2024

The builder, TJ, has been exceptional in answering questions even after closing on the home.

5.0
Verified Homeowner
Fort Worth, TX, on Mar 09, 2024

More influence on the configuration of finishes, or input into things like the prewiring for home theatre speakers etc, but I understand the reasons why this isn't done.

4.7
Verified Homeowner
Fort Worth, TX, on Mar 05, 2024

Spray foam

5.0
Verified Homeowner
Fort Worth, TX, on Feb 28, 2024

We loved the whole experience Josh and Jeff are amazing people they took care of us so well. We love our home.

5.0
Verified Homeowner
Fort Worth, TX, on Feb 20, 2024

Updated information and contacts

5.0
Verified Homeowner
Fort Worth, TX, on Jan 10, 2024

The builder, Jeff Brannan, has displayed nothing but outstanding service. He was always available for questions and inquiries.

5.0
Verified Homeowner
Fort Worth, TX, on Jan 08, 2024

We recently went through the overwhelming process of searching for our dream home, and we couldn't be more pleased with the outstanding support we received from the team at Haslet Madero. Although we ultimately decided not to purchase a home in that specific location, the assistance we received from your team was truly commendable. From the initial stages, the team, especially the two ladies who guided us through the process, went above and beyond to make our experience as smooth as possible. They provided invaluable insights, answered our countless questions, and ensured that we felt supported every step of the way. While we later visited Josh in Cibolo Hills, the decision to make our purchase was heavily influenced by the exceptional service we received from your team in Haslet Madero. Their professionalism, expertise, and genuine care for our needs were evident throughout the entire journey. We are now happily settled into our new home, and it wouldn't have been possible without the dedication and guidance of your team. We appreciate the personalized attention and the seamless coordination that made this significant decision in our lives more manageable. In conclusion, we want to express our gratitude for the outstanding service provided by the Haslet Madero team. Your commitment to excellence truly sets you apart, and we are thrilled with our decision. Thank you for making our home-buying experience a positive and memorable one.

4.4
Verified Homeowner
Fort Worth, TX, on Dec 30, 2023

Ryan took our specific requirements, what we were looking for. Showed the exact property we are looking for. At each step trophy provided all the info not too much not too less. First time buying, unknown things are addressed. Always responded quickly for any questions or queries. Really appreciate Ryan, Jeff and loan vendor Brad to accommodate the lowest mortgage interest rate possible.

5.0
Verified Homeowner
Fort Worth, TX, on Dec 29, 2023

My home was built too quickly, and this is apparent in nearly every aspect of the house. The construction was rushed, leading to subpar work. The materials used in building my home were already damaged when delivered. The appliances show signs of dents and scratches, the concrete is in poor condition, and the baseboards have sustained water damage. Additionally, numerous outlets throughout the house do not function properly. The dissatisfaction extends beyond my own experience, as evident in the community's Facebook group discussions. Many residents share the sentiment that Trophy is a substandard builder. I deeply regret not choosing to purchase a home with Meritage, as it appears to be a more reliable option. In retrospect, I wish I had seen my home completed before going under contract. The salesperson assigned to me was unhelpful and failed to address many of my questions. He consistently ignored my emails requesting information, forcing me to conduct extensive research on my own. Adding to the frustration, I felt compelled to proceed with the purchase despite these issues because I was threatened with the possibility of losing my deposit if I backed out. This situation has left me with significant regrets about my decision and a sense of powerlessness in addressing the problems with my home.

3.1
Verified Homeowner
Fort Worth, TX, on Dec 27, 2023

The best part of our purchase experience was the communication with the loan officer and our builder. I had previously been told that the walk through with builders are normally not that great and they get annoyed with your concerns. Most of the people I spoke with would say "Make sure you don't let them rush you with the blue tape or try to avoid repairs you feel are needed". Not our builder!!! Jeff Brannan was amazing! He went above and beyond to make sure we understood everything. He went over every detail of the walk-through process and even helped us by taking pictures on his phone!!! When others asked me about how my walk through and final walk through went my husband and I could not express enough how much it meant to have Jeff walk with us through the entire process and even after we closed. Since we have moved, we have seen a few people looking at homes and we have had 2 stop us and ask us what we loved about our house, and we always say The builder!!!! #TrophyHomesonlyway togo

4.9
Verified Homeowner
Fort Worth, TX, on Dec 13, 2023

I loved every single step about the process. TJ and Josh are amazing.

5.0
Verified Homeowner
Fort Worth, TX, on Dec 07, 2023

Everyone was very friendly. Our builder Todd was very knowledgeable and explained everything to me. Even little things about the house and how it works.

4.8
Verified Homeowner
Fort Worth, TX, on Dec 01, 2023

I have noticed multiple things done around the home that I would consider poor work by the contractors. One thing for example: every exterior vent is secure by screws that should be anchored into the brick exterior, instead they are directly screwed into the brick mortar. That’s just lazy.

4.4
Verified Homeowner
Fort Worth, TX, on Nov 28, 2023

Jeff was very helpful and quick to make sure any issues were handled very quickly!

5.0
Verified Homeowner
Fort Worth, TX, on Nov 27, 2023

Quality of the house is overall excellent, and TJ has addressed all our concerns quickly and professionally.

4.8
Verified Homeowner
Fort Worth, TX, on Oct 10, 2023

In the beginning I fell in love with the layout of the house, through the process I realized that Trophy was using better quality materials compared to other builders. The finishing was impeccable. I absolutely adore my home.

5.0
Verified Homeowner
Fort Worth, TX, on Oct 09, 2023

Josh made the process very easy; Seth has been exceptional and very accessible answering every question very promptly. I have been very impressed thus far.

5.0
Verified Homeowner
Fort Worth, TX, on Sep 14, 2023

The only dislike would be the community I purchased in is in Fort Worth and the title company is in Dallas. It would be nice if there was a title company option in Fort Worth as this metroplex is huge and made for difficulty in timing since I was moving from out of state.

4.7
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 5-6 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

Fort Worth, on May 02, 2024

All the issues were fixed.

5.0
Verified Homeowner
Fort Worth, on Apr 29, 2024

Warranty representative is irresponsible, he says he will follow up on issues and never does.

3.1
Verified Homeowner
Fort Worth, on Apr 25, 2024

Several windows were installed incorrectly and required replacement due to water leaks. This process was handled fine but it caused lawn damage that I now am trying to remedy.

4.9
Verified Homeowner
Fort Worth, on Apr 04, 2024

We love the warranty service. Thank you.

5.0
Verified Homeowner
Fort Worth, on Mar 11, 2024

Warranty Services takes too long as they have mentioned that they are understaffed. I still have some pending issues that I have not gotton reply. All the warranty 30day, 90day check-ins are running about month behind. When the service people comes, they do half service and leave some work behind that some other company completes instead of done on the same day. As I have talked with the warranty team, when you create a ticket, there is no tracking or confirmation from the group about receiving the ticket and also no way to see the progress of the tickets.

3.7
Verified Homeowner
Fort Worth, on Dec 22, 2023

Dylan has been a much needed & valuable new hire to the warranty team.

1.9
Verified Homeowner
Fort Worth, on Nov 29, 2023

the drainage issue is still outstanding...

5.0
Verified Homeowner
Fort Worth, on Nov 28, 2023

What we liked when we first moved in was the warranty service/customer service care was initially very responsive. Now they are slow to respond and when they do respond they are repeating their response with no follow through. There was some misleading information as well concerning our counter tops. The first person stated they would have our counter tops fixed/repaired by our final walk through by buffing the scratches out. When we did our final walk through we noticed they tried to fix the counter tops, but then noticed they were a matte finish and seemed to have spot where they left the buffer sit and spin longer than they should have, The warranty person said they could come back and fix them, but we were then issued a new person. The new person then stated that we should have been told that buffing would have caused the counter tops to become a matte finish and now we cannot do anything about it. We have also been waiting on our floor planks to be repaired. The representative, Luis, for the vendor your company uses to install the floor planks is very unreliable. The first visit we had to cancel since he ,Luis, was more than 2 hours late, when we rescheduled he stated he would be calling us to set a date. After a week of waiting I called him and he then stated I would have to call his company myself to schedule a date. After setting the date, the company doing the work stated they would reach out to our warranty service/customer service care person to have a plumber come and move our dishwasher so work could be completed, never received a call from a plumber or the person assigned to us. I reached out to warranty service/customer service care assigned to us and he stated he did not know why the plumber has not contacted us yet. When the workers came out to fix the floor, the notes did not seem to match the initial representatives comments and the work could not be done. I called the workers supervisors and he stated Luis would be calling to set another date, he did not. The plumber was not onsite to move the dishwasher, but since they could not or would not start the work it did not matter. I emailed warranty service/customer service care assigned to us to ask if he could find out what the issue was or when they would be coming back, the response was "I just reached out to Luis, and told him to give me an update or to give you a call". I find the lack of follow through with an item we have been asking to get fixed very upsetting. As stated above, the misinformation about repairing the counter tops at a later date to now continuing to wait and see if Luis or our representative will follow though is not making this a happy experience for us. This is our first home and being a new build we knew we would have some minor issues to get fixed, but it's the lack of follow through and communication that is upsetting. If you would like to follow up with a phone conference please call, XXX-XXX-XXXX you, Daniel & Christi Garcia

3.0
Verified Homeowner
Fort Worth, on Aug 30, 2023

My only compliant was when I tried to schedule warranty service for my guest bath. It was not finished out properly; shower did not work, loose fixtures. It took a couple of tries to get someone scheduled. First attempt was a no call no show, assuming they were called. Second time they showed up on time and fixed everthing.

4.7
Verified Homeowner
Fort Worth, on Jul 14, 2023

Like/Love the Maters floor plan and model of homes. The features and technology are great. Dislike The craftsmanship and lack of attention to detail is just not there. A lot of uneven & loose boards and warranty department are often non responsive.

2.9
Verified Homeowner
Fort Worth, on Jun 16, 2023

Overall a good experience. Though there were an instance when wrong parts were ordered and a broken back door was left that way for over 2 weeks

3.5
Verified Homeowner
Fort Worth, on May 27, 2023

I have a lot of outstanding items from before moving in that have not been fixed and trophy has gone silent.

2.6
Verified Homeowner
Fort Worth, on May 22, 2023

I only had one issue so far and they were very responsive to my request.

4.5
Verified Homeowner
Fort Worth, on May 16, 2023

Rapid response and resolution.

5.0
Verified Homeowner
Fort Worth, on Oct 28, 2022

We had a warranty concern with electrical after a storm. We tried contacting electric company, they informed us we needed to get approval through warranty first. It took a few days before we could even get ahold of anybody with warranty and we went without electric upstairs for longer than we liked. The process of getting ahold of them should be made easier.

4.9
Verified Homeowner
Fort Worth, on Aug 09, 2022

Time of response.

4.6
Verified Homeowner
Fort Worth, on Aug 09, 2022

Micah Metzger has been exceptional. He is exceptional to work with and is great with communication.

4.7
Verified Homeowner
Fort Worth, on Jul 26, 2022

When I had a problem, it was quickly resolved to my satisfaction. The issues I had were not major and I appreciated them getting taken care of so quickly.

5.0
Verified Homeowner
Fort Worth, on Jun 21, 2022

So far good response.

5.0
Verified Homeowner
Fort Worth, on Apr 14, 2022

I have had good response from the warranty service team. One exception was not them but one business who serviced the plumbing under the warranty. They took almost a month to get a plumber to my house and failed to let me know on three occasions the plumber wasn’t coming.

4.6
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 10-12 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

Fort Worth, on May 07, 2024

Not built as good as I would have liked

3.6
Verified Homeowner
Fort Worth, on Apr 29, 2024

The lack of communication between warrant manager and ourselves.

3.0
Verified Homeowner
Fort Worth, on Apr 29, 2024

The grading and drainage. I was told that I needed to police my neighbors watering and that water truly did run uphill

4.4
Verified Homeowner
Fort Worth, on Apr 20, 2024

Timing to repair

3.0
Verified Homeowner
Fort Worth, on Apr 15, 2024

The warranty process and poor quality of materials used

1.8
Verified Homeowner
Fort Worth, on Dec 14, 2023

I like the floor plan, design and layout of the home. But the craftsmanship and getting things fixed through warranty have really ruined our ability to really enjoy the home. We have multiple property managers and several NCNSs on several appointments.

3.1
Verified Homeowner
Fort Worth, on Oct 30, 2023

Josh is a great resource if we have any questions. Truly has been a great experience on our end.

4.9
Verified Homeowner
Fort Worth, on May 10, 2023

My home is spacious

4.0
Verified Homeowner
Fort Worth, on Feb 06, 2023

Our house was not complete and still is not complete almost a year later. When we did our walk-through Tanner, the builder rushed us to get it over with as we pointed out numerous things that need to be fixed and some still needs to be fixed as he assured use would be fixed. We gave him extra time to fix these issues after we closed. Upon moving in none of these issued were not fixed. The weekend we moved in we had no hot water the emergency plumber didn't answer or return phone calls. Once we moved in Tanner just pushed us off to Trophy warranty. Then it was a back and forth of who was responsible. trophy declined a majority of our claims and then we had to fight to get issues fixed. These were issues that our Third-party inspector had pointed out in the beginning. then we got the excuse of industry standards which nobody could show us the standards. Poor communication between the contractors that had fix these issues and the different warranty managers we had.

3.1
Verified Homeowner
Fort Worth, on Jan 24, 2023

When I closed on this home it was to have the garage door changed. The one that is in is temporary one. No one will even call back.

2.1
Verified Homeowner
Fort Worth, on Dec 28, 2022

I love my home and it is everything I hoped and dreamed of. I feel lucky every day.

5.0
Verified Homeowner
Fort Worth, on Aug 31, 2022

Likes: warranty took care of everything in timely manner, Andrew was easy to work with Dislikes: trash was dumped on my front yard upon closing day, lack of communication with sales manager, house seemed rush

4.1
Verified Homeowner
Fort Worth, on Aug 31, 2022

Trophy Homes has not fulfilled their end of what was agreed to do on the move-in check list. The warranty rep Gerardo has horrible, HORRIBLE customer service. He’s obviously trained to say no. There are items that were installed into my home that were broken and now trophy is unwilling to replace them. Considering what I paid that’s absurd.

2.0
Verified Homeowner
Fort Worth, on Aug 17, 2022

The quality of some of the finishes. The molding around baseboards and doors looks very sloppy

3.8
Verified Homeowner
Fort Worth, on Jun 28, 2022

Customer service from sales, builder, and warranty have been awful. All lie and say different things. No one held responsible for just making things up. Very dissatisfied with this experience. Have several issues that were never fixed because builder said it was warranty's problem and warranty saying it was the builders problem the first 30 days. All I hear is them blaming each other but I have to live with the results. Sad way to run a company.

1.3
Verified Homeowner