Overall Satisfaction
Community Profile
| Enjoy your golden years in Uptown Crossing, a 55+ community designed for active adults with no thought of slowing down. Located within Legends at Twin Crossing, the community boasts its own amenity center. Keep fit at the clubhouse fitness center or swim laps in the resort-style pool. The Allen Trail System runs through Twin Creeks offering access to miles of natural walking, biking, and jogging paths. Make friends while enjoying an active social calendar. The prime Allen location means you’ll never have to wonder where to go when it’s date night. |
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MOST RECENT HOME OWNERS' VERBATIM COMMENTS - All
Purchase Experience Testimonials from Real Homebuyers
Allen, on Sep 19, 2023
Our builders rep was fantastic as well as [name removed], the sales consultant.
Allen, TX, on Nov 14, 2023
I enjoyed working with [name removed] in the Community Sales office to select the right home for me. I've been very pleased working with the builder, [name removed] to learn about my new home and all the features. That was so helpful and appreciated. [name removed] has been great in answering any questions I've had since moving in. He is a real asset to your company.
Allen, on Dec 01, 2023
multiple warranty issue, insurancee claim issue not being resolved from roof leak and significant damages and displacement from my home and expenses not reimbursed by Trophy, Gas Leak, Water Main Leak just to mention a few of larger warranty issues
Allen, on Jul 27, 2023
Warranty items were repeatedly denied. Had to escalate warranty issues. Painting is sloppy, Grading between houses is causing drainage issues.
Allen, on Oct 29, 2023
Warranty items recorded at 3mo meeting were basically ignored until almost time for 6mo meeting.
Allen, TX, on Nov 09, 2023
We like the layout and modern/open design of the new house. Nice neighborhood and convenient location of the community. Construction manager was very helpful for timely and smooth closing. He even helped to install some missing items after the closing. I wish the builder may provide some options and/or choices in a newly-built house at home owner's extra expense, for example adding additional power outlets at certain desired location and a fan in a room, etc. It will be much more difficulty and costly to do those kind of work after closing. But we always got a NO for any such a request. Sales manager may be better trained to be more customer friendly and professionally. Before the contract was signed, he sent us the wrong version of a sample contract which caused a lot of confusion. We moved from another State to Texas, it could be better off to have some flexibility in closing date, rather dictated by the sales manager.
Allen, on Jul 13, 2023
The level of attention to detail like the trim, base board, Caulking etc was treated with zero attention to detail. The small details matter and could easily be resolved but once you close we are then told it's cosmetic. My view is the quality does matter but the details matter as much. We spent several months trying to resolve our garage door movement, several times it would not fully close etc. The door was poorly installed and was actually crooked. Turn out there was a board that needed to be replaced, but no one wanted to pay for it. Also my front entrance brick entrance looks awful, one of the workers spilled dark stain all over and then tried to cover it up with mortar. This was addressed in the walk through and I still can't get any one to resolve. Once Trophy gets paid its like crickets... No one cares, and it all becomes the homeowner problem..
Allen, on Aug 24, 2023
Too slow and lots bureaucratic. Nothing gets done promptly. The treatment is nothing like being in a NEW house!!
Allen, TX, on Oct 31, 2023
Everyone responded in a friendly and immediate manner.
Allen, on Jun 30, 2023
Problems you wouldn’t expect from a $500,000 home especially as to concerns with electrical, plumbing and craftsmanship
Allen, on Jul 22, 2023
Warranty is great! I had a few warranty tickets for items that should have been caught before closing, but they were very quickly and efficiently addressed by the warranty team.
Allen, TX, on Sep 18, 2023
Love the floor plan. The paint is poor quality, it has a lot of scuff marks on its from the move which can't be wiped off. Garage and Patio already has cracks. We have a dead tree in the front yard which was made aware to mgt before closing, and has not been replaced. Roof had partial repair done.
Allen, on Apr 27, 2023
have only use warranty once and they were timely and efficient, altho French door handles are off level, I can live with that, since doors close now
Allen, on May 12, 2023
Build quality and some design / engineering elements, hot water heater placement, and lack of POU water heaters is silly. Electrical wiring was sloppy, internet cabling was all miss wired. Commitments were made and not kept.
Allen, on Apr 07, 2023
Landscaping quality has been an ongoing complaint with unsatisfactory results!
Allen, on Apr 23, 2023
The response is poor. I was told by the builder it will be fixed or corrected but never happened the builder left the company. this a question of integrity.
Allen, TX, on Jul 17, 2023
How a hail storm before closing was handled. I know Trophy was somewhat at the mercy of the insurance process, but unusual occurrences like this could be reason to not follow the "general" rules for not allowing a closing due to pending insurance claims. I feel like a legal document could have been drawn up circumventing that process and we would not have had to move twice, into an apartment and storage, and had the roof replaced after move in. Now we are concerned about the quality of the new, new roof, as it has already leaked and poured into the smoke alarm system. But it seems like it is all being addressed, as well as Trophy can. Thus throughout all of this ordeal, I still give you a 9, as we are overall very happy with the home.
Allen, on Mar 26, 2023
Warranty managers only try to find excuses rather than going over and beyond to address the issues. I am not sure if this is what Trophy intended their roles to be. Somewhat disappointed for myself and many other residents I talked to
Allen, on Apr 11, 2023
A far as warranty service goes your staff almost away's states that it not a warranty issue but a home owner issue as it was not written down at the walk though. One of the best examples I can could give is a ruff spot on an edge of the kitchen sink that was discovered after we had moved in, your response was that it was not pointed out or on the list at the walk though so it was on us to pay to get it repaired. Another example would be how the kinks in the sprinkler line and the fact that the lines in the lawn are exposed in the sprinkler system are not covered even when code calls for them to be approx. 6 inches below grade.
Allen, on Mar 15, 2023
THE HOME IS OF GOOD QUALITY BUT THE FINISH IS NOT GOOD BY THE SUB CONTRACTORS
Allen, TX, on Jun 30, 2023
- Incorrect answers on what features to expect in the home (e.g. said "no" to window treatments being provided but then during on-site visit we found blinds were being installed) - [name removed] commitment had exception referring to wrong HOA and this was never explained (but was removed at our request) - House was not ready for independent inspection (e.g. oven & kitchen GFCI and were inoperable) - Lack of communication and written commitment to replace roof from hail damage that occurred 3 days prior to closing (we were promised at least an email but sitting at closing we had to rely on word of VP of Construction [name removed] that it would be taken care of in order to sign closing paperwork) - Day of move-in the kitchen GFCI breaker would not reset (stayed off) - Walk-thru items not resolved at 30-day mark: - Kitchen GFCI breaker (note: this was finally fixed on 6/29 sans wall repair) - HVAC report/analysis on deficient temperature differential test (11 degrees rather than 15-22) - No response to our inquiry about lack of whole-home surge suppression not meeting city code - Window sash replacement in guest bedroom (fixed 6/26) - Sprinkler system layout
Allen, on Jan 19, 2023
Overall I like the experience with trophy but one thing is that I got a broken countertop with guest bathroom but looks like not so far
Allen, on Mar 18, 2023
First and foremost we love our home. Great neighborhood. Warranty work is responsive, for the most part. [name removed] is professonal and responsive. Area for improvements: the quality control needs improvement. There are repairs to the dry wall that was done subpar. It an eye sore. Too many issues that need to be corrected for a new home, even though they were fixed.
Allen, TX, on Apr 11, 2023
House itself seems to be satisfactory but yard/lawn was done terribly - sprinkler is buried very swallow and dirt (soil) they used has so many rocks, pebbles, and even trash under the turf. sprinkler hoses are exposed everywhere . . . I am just not happy with yard work they did. Trophy Homes needs to hire different contractor for that.
Allen, TX, on Jan 18, 2023
Weekly status during construction, response on walkthrough and move in from construction mgr
Allen, on Feb 28, 2023
There is no response or negative response to warranty requests.
Allen, on Nov 26, 2022
Beautifully desiged home, but I continie having issues with losing hot water(about 7 or 8 times since I moved in Feb12/22). As recent as 11/24, I lost power in the garage, sprinkler system and yet again, no hot water. It appears that some of GFCI's are not working. I filed the claim with warranty department yesterday. This is unacceptible!
Allen, TX, on Jan 17, 2023
My closing date was miscommunicated from the builder to the title company. I had to totally reschedule my moving in items
Allen, on Jan 28, 2023
My back yard puddles at the lowest spot and I was told that the grading is ok. I asked to see the grading spec but it was never shown to me. Can you help me? Other things were taken care of.
Allen, on Nov 11, 2022
The construction and warranty workers are not supervised by the their supervisors to insure they are doing/completing the jobs correctly.
Allen, on Nov 23, 2022
Build quality is poor, lots of sloppy workmanship. Water heater is placed in a bad spot, it waste a tremendous amount of water. Several electrical connections had now ground wire connected. Front door was badly installed.
Allen, TX, on Dec 30, 2022
unfinished paint job, grout on tiles not finished. wall s not straight wood floor has stains, house was not deep clean, front door has glue showing thru glass bedroom trasem was suppose to have blind no blind laundry room was suppose to have outlet for sink that was not done either...hopfully they will work with us and get it done properly....we moved from baton rouge so couldn't check every trusting it will look like model home
Allen, on Oct 16, 2022
30-day close list was a horrific experience. Defective wood floors should have been replaced before we closed on the home. Kitchen cabinets severely damaged due to the wood floors. Warranty team does not follow up or take notes; closes tickets without completing. I could go on...
Allen, on Nov 07, 2022
The subcontractor did not treat my time as valuable. I had to schedule everything around their schedule - I’m not retired!
Allen, TX, on Dec 20, 2022
Great experience with [name removed] and [name removed] has been excellent as well.
Allen, on Nov 06, 2022
1.My garage door has not been replaced with the specified one for the last 6 months in spite of repeated Warranty requests & request to the builder. No one is giving a date as to when it will be replaced. 2. The shower in the master bedroom is poorly designed & is very dangerous for a senior person . The bench/seat ,the shower & its handle are not in sync. One has to get up from the seat to control the water. To prevent a fall no grab bars have been installed.(It is 55+ community!) 3. The hot water GCCI switch has been tripping. One has to go out of the house to reset it.The switch has been replaced twice. The technician while replacing the GCCI switch last time commented that a cheap quality switch was used & there have been complaints about this switch. 4. Air conditioning is not uniformally distributed in the house. The Master bed room gets very cold while the other two rooms & the study get less airconditioning; fans have to be used in these two rooms.
Allen, TX, on Dec 14, 2022
Beer cans in walls (pre-move -in) Front door not mounted or sealed correctly, powder room cabinet which supports the top counter top is cracked under sink, electrical outlet not working, garage doors not sealed & rain comes inside, hot water heater not heating, properly, construction debris left behind above windows and cabinets, multiple baseboards not caulked properly, doors split on bottoms, cricket and roach infestation associated with unusually large weep holes, attic ladder requires two people to access in a 55 + community. Mail delivery not available due to property mail designation issues (unacceptable). Blind broken.
Allen, on Nov 03, 2022
Unresponsive warranty service/ customer care Very slow response to warranty repair requests - many requests just ignored and practically little follow up.
Allen, TX, on Dec 11, 2022
Loved the model home. Disappointed that we didn't have more selections on the design portion. The Trophy selections for paint, wood flooring, carpet, air-conditioning, cabinetry, cabinetry hardware, etc are more builder's quality rather than the touted 'upgraded' advertisement. Considering the high price paid for the house, we expected higher quality products. Another issue is the yard and exterior areas. Many houses were given live oak trees. We requested live oaks if possible. Yet our neighbors got live oaks and we got chinese pistachios. Additionally, the four trees planted in our yard are entirely too large for the land. We have small yards, yet they chose trees with 40-60' full grown widths. The trees will have to be replaced (or cut down in 5-10 years). All in all, we love the house and the neighborhood. We just feel that we didn't get the options and higher quality value we expected from our high-end investment.
Allen, on Sep 08, 2022
It has been difficult to get Trophy to honor warranty items. Scheduling has been stressful, work quality has sometimes been poor or the worker breaks something else, it takes multiple trips, and there is no escalation process.
Allen, on Oct 27, 2022
Has been difficult to determine how and where to get help to resolve issues and concerns.
Allen, TX, on Dec 11, 2022
As a start we have be our new home now 3 weeks, NO MAIL YET, your on site staff are no help at all on amy concerns we have. I have sent emails and called your on site person that handles in after move in issues. He has gone missing in action, he had told me that he would set up meeting at the house to correct the issues last week and he was a NO SHOW. On the mail issue your on site person [name removed] has been really no help at all other than he told me he sent an email to a person that was to follow up on that, again no follow up or answer as to how to correct the issue other than "someone is working on it". I have found out late this week that NO ONE in the second phase has received mail and your staff has on solutions so far. We have med's and some bills that only come in the mail that we have not gotten yet that are starting to cause us issues. THE TOTAL LACK OF REAL CONCERN IS AMAZING TO ME. You got our money for the house and now you have moved on . This has and continues to be the worse decision we have made so far in the our lives. I'm disappointed to say the least with most of the people that I have dealt with so far, a few have be wonderful and have tried to help but they seemed to blocked by higher level staff. This is not how you want your property and business to be viewed. Someone in upper management needs make changes ASAP or you will have consequences do to your lack of concern.
Allen, on Aug 22, 2022
[Translated from ZH-S] The structure of the house is reasonably designed,
Allen, on Oct 04, 2022
ISSUES HAVE COME UP. WHEN ADDRESSED THE VENDOR DOES ADDITIONAL DAMAGE/ISSUE WHEN EFFECTING REPAIR. TROPHY IS SLOW TO RESPOND AND/OR TOLD ME THERE IS NO SOLUTION TO THE NEW ITEM/ISSUE. I HAVE BEEN TOLD THAT MY ISSUE/QUESTION WAS AN ITEM THAT WAS WITHIN TOLERANCE or SPECIFICATION WITHOUT SHOWING ME EITHER.
Allen, on Aug 14, 2022
Everything up to move in was handled very well. The warranty work has been a roller-coaster ride…they would be all over it for a day or two and then disappear for a week or two.
Allen, TX, on Nov 15, 2022
We had structural framing issues that had to be repaired. [name removed] told me he would send pictures or the repairs. It will be one month on Nov. 15, 2022 that we moved in, I still have NOT received the picture of the repairs. Please respond. Thank you,
Allen, on Jul 14, 2022
We have had a great experience with our home. There are just a few thing inside of the home that I feel have been poor quality. (door knobs, nails in bottom of doors, cables not complete in box, etc.) I'm disappointed in the gym for as large of community we have here, the gym is unusable if someone else is working out. [name removed] big enough for over 2 people at at time.
Allen, TX, on Nov 04, 2022
No adjustments were allowed to the plan. The door to the bathroom from the guest bedroom should open into the bathroom to allow for more furniture arrangement in the bedroom. The step into the garage from the house is tripping hazard for a 55 plus homeowner. This step was not shown in the model, which is misleading. The light switch covers do not match throughout the house - some have rounded corners and others have square corners. The quality of the paint on the cabinets is poor. The painters did a poor job of painting the baseboards; they allowed paint to slop over from the baseboards to the walls. There is no walkway from the street to the front porch, which causes guests to walk in the street to the driveway or walk over the grass to get to the front door. This was not apparent when I looked at the model because the model has a walkway from the street to the front door. I should have been told that I would not have a walkway from the street to the front door. The master bedroom should have a standard door (not bifold doors) from the bedroom to the bathroom to improve privacy. The master bedroom should have two outlets on the wall that is designed to accommodate a headboard so that the nightstands on either side of the bed can allow for lamps to be plugged in behind them. The current design of the bedroom has only one plug in the center of the wall, which means you have to plug in lamps, etc. behind the headboard. There should be two towel racks in the master bathroom. The master bedroom closets should have more shelves and there should be an outlet in each master bedroom closet.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - Purchase & Move In
Purchase Experience Testimonials from Real Homebuyers
Allen, TX, on Nov 14, 2023
I enjoyed working with [name removed] in the Community Sales office to select the right home for me. I've been very pleased working with the builder, [name removed] to learn about my new home and all the features. That was so helpful and appreciated. [name removed] has been great in answering any questions I've had since moving in. He is a real asset to your company.
Allen, TX, on Nov 09, 2023
We like the layout and modern/open design of the new house. Nice neighborhood and convenient location of the community. Construction manager was very helpful for timely and smooth closing. He even helped to install some missing items after the closing. I wish the builder may provide some options and/or choices in a newly-built house at home owner's extra expense, for example adding additional power outlets at certain desired location and a fan in a room, etc. It will be much more difficulty and costly to do those kind of work after closing. But we always got a NO for any such a request. Sales manager may be better trained to be more customer friendly and professionally. Before the contract was signed, he sent us the wrong version of a sample contract which caused a lot of confusion. We moved from another State to Texas, it could be better off to have some flexibility in closing date, rather dictated by the sales manager.
Allen, TX, on Oct 31, 2023
Everyone responded in a friendly and immediate manner.
Allen, TX, on Sep 18, 2023
Love the floor plan. The paint is poor quality, it has a lot of scuff marks on its from the move which can't be wiped off. Garage and Patio already has cracks. We have a dead tree in the front yard which was made aware to mgt before closing, and has not been replaced. Roof had partial repair done.
Allen, TX, on Jul 17, 2023
How a hail storm before closing was handled. I know Trophy was somewhat at the mercy of the insurance process, but unusual occurrences like this could be reason to not follow the "general" rules for not allowing a closing due to pending insurance claims. I feel like a legal document could have been drawn up circumventing that process and we would not have had to move twice, into an apartment and storage, and had the roof replaced after move in. Now we are concerned about the quality of the new, new roof, as it has already leaked and poured into the smoke alarm system. But it seems like it is all being addressed, as well as Trophy can. Thus throughout all of this ordeal, I still give you a 9, as we are overall very happy with the home.
Allen, TX, on Jun 30, 2023
- Incorrect answers on what features to expect in the home (e.g. said "no" to window treatments being provided but then during on-site visit we found blinds were being installed) - [name removed] commitment had exception referring to wrong HOA and this was never explained (but was removed at our request) - House was not ready for independent inspection (e.g. oven & kitchen GFCI and were inoperable) - Lack of communication and written commitment to replace roof from hail damage that occurred 3 days prior to closing (we were promised at least an email but sitting at closing we had to rely on word of VP of Construction [name removed] that it would be taken care of in order to sign closing paperwork) - Day of move-in the kitchen GFCI breaker would not reset (stayed off) - Walk-thru items not resolved at 30-day mark: - Kitchen GFCI breaker (note: this was finally fixed on 6/29 sans wall repair) - HVAC report/analysis on deficient temperature differential test (11 degrees rather than 15-22) - No response to our inquiry about lack of whole-home surge suppression not meeting city code - Window sash replacement in guest bedroom (fixed 6/26) - Sprinkler system layout
Allen, TX, on Apr 11, 2023
House itself seems to be satisfactory but yard/lawn was done terribly - sprinkler is buried very swallow and dirt (soil) they used has so many rocks, pebbles, and even trash under the turf. sprinkler hoses are exposed everywhere . . . I am just not happy with yard work they did. Trophy Homes needs to hire different contractor for that.
Allen, TX, on Jan 18, 2023
Weekly status during construction, response on walkthrough and move in from construction mgr
Allen, TX, on Jan 17, 2023
My closing date was miscommunicated from the builder to the title company. I had to totally reschedule my moving in items
Allen, TX, on Dec 30, 2022
unfinished paint job, grout on tiles not finished. wall s not straight wood floor has stains, house was not deep clean, front door has glue showing thru glass bedroom trasem was suppose to have blind no blind laundry room was suppose to have outlet for sink that was not done either...hopfully they will work with us and get it done properly....we moved from baton rouge so couldn't check every trusting it will look like model home
Allen, TX, on Dec 20, 2022
Great experience with [name removed] and [name removed] has been excellent as well.
Allen, TX, on Dec 14, 2022
Beer cans in walls (pre-move -in) Front door not mounted or sealed correctly, powder room cabinet which supports the top counter top is cracked under sink, electrical outlet not working, garage doors not sealed & rain comes inside, hot water heater not heating, properly, construction debris left behind above windows and cabinets, multiple baseboards not caulked properly, doors split on bottoms, cricket and roach infestation associated with unusually large weep holes, attic ladder requires two people to access in a 55 + community. Mail delivery not available due to property mail designation issues (unacceptable). Blind broken.
Allen, TX, on Dec 11, 2022
Loved the model home. Disappointed that we didn't have more selections on the design portion. The Trophy selections for paint, wood flooring, carpet, air-conditioning, cabinetry, cabinetry hardware, etc are more builder's quality rather than the touted 'upgraded' advertisement. Considering the high price paid for the house, we expected higher quality products. Another issue is the yard and exterior areas. Many houses were given live oak trees. We requested live oaks if possible. Yet our neighbors got live oaks and we got chinese pistachios. Additionally, the four trees planted in our yard are entirely too large for the land. We have small yards, yet they chose trees with 40-60' full grown widths. The trees will have to be replaced (or cut down in 5-10 years). All in all, we love the house and the neighborhood. We just feel that we didn't get the options and higher quality value we expected from our high-end investment.
Allen, TX, on Dec 11, 2022
As a start we have be our new home now 3 weeks, NO MAIL YET, your on site staff are no help at all on amy concerns we have. I have sent emails and called your on site person that handles in after move in issues. He has gone missing in action, he had told me that he would set up meeting at the house to correct the issues last week and he was a NO SHOW. On the mail issue your on site person [name removed] has been really no help at all other than he told me he sent an email to a person that was to follow up on that, again no follow up or answer as to how to correct the issue other than "someone is working on it". I have found out late this week that NO ONE in the second phase has received mail and your staff has on solutions so far. We have med's and some bills that only come in the mail that we have not gotten yet that are starting to cause us issues. THE TOTAL LACK OF REAL CONCERN IS AMAZING TO ME. You got our money for the house and now you have moved on . This has and continues to be the worse decision we have made so far in the our lives. I'm disappointed to say the least with most of the people that I have dealt with so far, a few have be wonderful and have tried to help but they seemed to blocked by higher level staff. This is not how you want your property and business to be viewed. Someone in upper management needs make changes ASAP or you will have consequences do to your lack of concern.
Allen, TX, on Nov 15, 2022
We had structural framing issues that had to be repaired. [name removed] told me he would send pictures or the repairs. It will be one month on Nov. 15, 2022 that we moved in, I still have NOT received the picture of the repairs. Please respond. Thank you,
Allen, TX, on Nov 04, 2022
No adjustments were allowed to the plan. The door to the bathroom from the guest bedroom should open into the bathroom to allow for more furniture arrangement in the bedroom. The step into the garage from the house is tripping hazard for a 55 plus homeowner. This step was not shown in the model, which is misleading. The light switch covers do not match throughout the house - some have rounded corners and others have square corners. The quality of the paint on the cabinets is poor. The painters did a poor job of painting the baseboards; they allowed paint to slop over from the baseboards to the walls. There is no walkway from the street to the front porch, which causes guests to walk in the street to the driveway or walk over the grass to get to the front door. This was not apparent when I looked at the model because the model has a walkway from the street to the front door. I should have been told that I would not have a walkway from the street to the front door. The master bedroom should have a standard door (not bifold doors) from the bedroom to the bathroom to improve privacy. The master bedroom should have two outlets on the wall that is designed to accommodate a headboard so that the nightstands on either side of the bed can allow for lamps to be plugged in behind them. The current design of the bedroom has only one plug in the center of the wall, which means you have to plug in lamps, etc. behind the headboard. There should be two towel racks in the master bathroom. The master bedroom closets should have more shelves and there should be an outlet in each master bedroom closet.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 5-6 Months after Move In
Purchase Experience Testimonials from Real Homebuyers
Allen, on Dec 01, 2023
multiple warranty issue, insurancee claim issue not being resolved from roof leak and significant damages and displacement from my home and expenses not reimbursed by Trophy, Gas Leak, Water Main Leak just to mention a few of larger warranty issues
Allen, on Oct 29, 2023
Warranty items recorded at 3mo meeting were basically ignored until almost time for 6mo meeting.
Allen, on Aug 24, 2023
Too slow and lots bureaucratic. Nothing gets done promptly. The treatment is nothing like being in a NEW house!!
Allen, on Jul 22, 2023
Warranty is great! I had a few warranty tickets for items that should have been caught before closing, but they were very quickly and efficiently addressed by the warranty team.
Allen, on Apr 27, 2023
have only use warranty once and they were timely and efficient, altho French door handles are off level, I can live with that, since doors close now
Allen, on Apr 23, 2023
The response is poor. I was told by the builder it will be fixed or corrected but never happened the builder left the company. this a question of integrity.
Allen, on Apr 11, 2023
A far as warranty service goes your staff almost away's states that it not a warranty issue but a home owner issue as it was not written down at the walk though. One of the best examples I can could give is a ruff spot on an edge of the kitchen sink that was discovered after we had moved in, your response was that it was not pointed out or on the list at the walk though so it was on us to pay to get it repaired. Another example would be how the kinks in the sprinkler line and the fact that the lines in the lawn are exposed in the sprinkler system are not covered even when code calls for them to be approx. 6 inches below grade.
Allen, on Mar 18, 2023
First and foremost we love our home. Great neighborhood. Warranty work is responsive, for the most part. [name removed] is professonal and responsive. Area for improvements: the quality control needs improvement. There are repairs to the dry wall that was done subpar. It an eye sore. Too many issues that need to be corrected for a new home, even though they were fixed.
Allen, on Feb 28, 2023
There is no response or negative response to warranty requests.
Allen, on Jan 28, 2023
My back yard puddles at the lowest spot and I was told that the grading is ok. I asked to see the grading spec but it was never shown to me. Can you help me? Other things were taken care of.
Allen, on Nov 23, 2022
Build quality is poor, lots of sloppy workmanship. Water heater is placed in a bad spot, it waste a tremendous amount of water. Several electrical connections had now ground wire connected. Front door was badly installed.
Allen, on Nov 07, 2022
The subcontractor did not treat my time as valuable. I had to schedule everything around their schedule - I’m not retired!
Allen, on Nov 06, 2022
1.My garage door has not been replaced with the specified one for the last 6 months in spite of repeated Warranty requests & request to the builder. No one is giving a date as to when it will be replaced. 2. The shower in the master bedroom is poorly designed & is very dangerous for a senior person . The bench/seat ,the shower & its handle are not in sync. One has to get up from the seat to control the water. To prevent a fall no grab bars have been installed.(It is 55+ community!) 3. The hot water GCCI switch has been tripping. One has to go out of the house to reset it.The switch has been replaced twice. The technician while replacing the GCCI switch last time commented that a cheap quality switch was used & there have been complaints about this switch. 4. Air conditioning is not uniformally distributed in the house. The Master bed room gets very cold while the other two rooms & the study get less airconditioning; fans have to be used in these two rooms.
Allen, on Nov 03, 2022
Unresponsive warranty service/ customer care Very slow response to warranty repair requests - many requests just ignored and practically little follow up.
Allen, on Oct 27, 2022
Has been difficult to determine how and where to get help to resolve issues and concerns.
Allen, on Oct 04, 2022
ISSUES HAVE COME UP. WHEN ADDRESSED THE VENDOR DOES ADDITIONAL DAMAGE/ISSUE WHEN EFFECTING REPAIR. TROPHY IS SLOW TO RESPOND AND/OR TOLD ME THERE IS NO SOLUTION TO THE NEW ITEM/ISSUE. I HAVE BEEN TOLD THAT MY ISSUE/QUESTION WAS AN ITEM THAT WAS WITHIN TOLERANCE or SPECIFICATION WITHOUT SHOWING ME EITHER.
MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 10-12 Months after Move In
Purchase Experience Testimonials from Real Homebuyers
Allen, on Sep 19, 2023
Our builders rep was fantastic as well as [name removed], the sales consultant.
Allen, on Jul 27, 2023
Warranty items were repeatedly denied. Had to escalate warranty issues. Painting is sloppy, Grading between houses is causing drainage issues.
Allen, on Jul 13, 2023
The level of attention to detail like the trim, base board, Caulking etc was treated with zero attention to detail. The small details matter and could easily be resolved but once you close we are then told it's cosmetic. My view is the quality does matter but the details matter as much. We spent several months trying to resolve our garage door movement, several times it would not fully close etc. The door was poorly installed and was actually crooked. Turn out there was a board that needed to be replaced, but no one wanted to pay for it. Also my front entrance brick entrance looks awful, one of the workers spilled dark stain all over and then tried to cover it up with mortar. This was addressed in the walk through and I still can't get any one to resolve. Once Trophy gets paid its like crickets... No one cares, and it all becomes the homeowner problem..
Allen, on Jun 30, 2023
Problems you wouldn’t expect from a $500,000 home especially as to concerns with electrical, plumbing and craftsmanship
Allen, on May 12, 2023
Build quality and some design / engineering elements, hot water heater placement, and lack of POU water heaters is silly. Electrical wiring was sloppy, internet cabling was all miss wired. Commitments were made and not kept.
Allen, on Apr 07, 2023
Landscaping quality has been an ongoing complaint with unsatisfactory results!
Allen, on Mar 26, 2023
Warranty managers only try to find excuses rather than going over and beyond to address the issues. I am not sure if this is what Trophy intended their roles to be. Somewhat disappointed for myself and many other residents I talked to
Allen, on Mar 15, 2023
THE HOME IS OF GOOD QUALITY BUT THE FINISH IS NOT GOOD BY THE SUB CONTRACTORS
Allen, on Jan 19, 2023
Overall I like the experience with trophy but one thing is that I got a broken countertop with guest bathroom but looks like not so far
Allen, on Nov 26, 2022
Beautifully desiged home, but I continie having issues with losing hot water(about 7 or 8 times since I moved in Feb12/22). As recent as 11/24, I lost power in the garage, sprinkler system and yet again, no hot water. It appears that some of GFCI's are not working. I filed the claim with warranty department yesterday. This is unacceptible!
Allen, on Nov 11, 2022
The construction and warranty workers are not supervised by the their supervisors to insure they are doing/completing the jobs correctly.
Allen, on Oct 16, 2022
30-day close list was a horrific experience. Defective wood floors should have been replaced before we closed on the home. Kitchen cabinets severely damaged due to the wood floors. Warranty team does not follow up or take notes; closes tickets without completing. I could go on...
Allen, on Sep 08, 2022
It has been difficult to get Trophy to honor warranty items. Scheduling has been stressful, work quality has sometimes been poor or the worker breaks something else, it takes multiple trips, and there is no escalation process.
Allen, on Aug 22, 2022
[Translated from ZH-S] The structure of the house is reasonably designed,
Allen, on Aug 14, 2022
Everything up to move in was handled very well. The warranty work has been a roller-coaster ride…they would be all over it for a day or two and then disappear for a week or two.
Allen, on Jul 14, 2022
We have had a great experience with our home. There are just a few thing inside of the home that I feel have been poor quality. (door knobs, nails in bottom of doors, cables not complete in box, etc.) I'm disappointed in the gym for as large of community we have here, the gym is unusable if someone else is working out. [name removed] big enough for over 2 people at at time.