Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear bel
I understand the gray Hawk homes intends to close this matter as soon as possible, however, once again we are not satisfied with the workmanship of the contractors that have been sent out to take care of our claimI have attached a video of just how *** the service has been utilizing gray Hawk homes and I don't know why I expected it to be any differentThis video shows basically my entire downstairs covered in the dust and debris that was left behind once the flooring contractors came out to the home and replaced well over tiles that we needed to be replaced and that they did not even clean up after themselves and I don't know how they could clean up after themselves with the amount of mess that was madeYou would think that they would have a better way of doing it their job that does not involve putting a thick layer of dust all over the lower level of someone's home and then leave the customer to clean it upHe also left behind some of their materials
Regards,*** ***
Apologies, I did type the wrong date, work is scheduled for12-19-No one has asked Mr*** to identify any hollow tiles, our Warranty Manager and representative from the flooring company did this. Mr*** was present and voluntarily participated in knocking on the tiles to identify problem tilesI have attached the month paperwork signed by Mrs***
As stated previously, once the repairs are made tomorrow we consider this a closed matter
*** ***
Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Because I reported these damages at least months before the warranty ended on August Grayhawk then waited to after the warranty then responed they wiil take no action Sept 21, These are not cosmetic issues with this drivewayI have own this house for two years the drive way looks like I have lived here for yearsI feel it was intentionally to let it go pass the warrenty date to give the exact response they just gave
I have owned two Grayhawk homes in the past yearsThe old saying " You get what you pay for" applies to this companyOverall good housesThis company's quality control is nearly nonexistent and their workforce is constantly changingI've had problems with ridiculous cost cutting measures such mechanically dampened a/cMy new $350,has tile floor that is cracking all over the houseThis was fixed within the month warranty period, but Grayhawk will only come out in the 11th month to make repairsThen to months after the warranty expires cracked tile again, that is out of warrantyI'm not the only one in the neighborhood with the tiles problems on two to three year old housesThis company cuts costs and makes a cheaper product but they do sacrifice qualityI have known more people that have complained about Grayhawk in two different neighborhoods that people that have praised themCustomer service before they have your money is OK, but after they have it, forget about itThis will be my last Grayhawk houseIf you can spend a little more money, do it and get a better quality product
Our warranty manager is currently working with the homeowner to resolve issues
Should be complete by next week if homeowners schedule allows meeting time with painters
*** ***
Office Manager
Grayhawk homes
We are currently working with the homeowner to resolve an issue with somecracked tile. Work is scheduled for 12-18-As for the claim month warranty items were not taken care of we have a copy of the homeowner signing off on items corrected on 1-7-Once the tile is
replace on 12-18-we will consider this resolved.Please feel free to call me with any questions
Thanks
*** ***
office Manager
###-###-####
Re: Revdex.com Case #***
size="3">Homeowner: *** ***
*** *** *** ***
*** ***
Subdivision: *** ***
Dear Dispute Resolution Team:
I am writing in reply to your inquiry dated January 5, 2017, concerning the information provided to you by Ms*** ***. Ms*** purchased a home from Grayhawk Homes, Inc., on April 6, 2010. As a courtesy to Ms***’, our Production Manager visited her home to assess her complaint on January 3, 2017. It appears that she is experiencing a roof leak. We attempt to satisfy all homeowners but the leak experienced at the ***’ residence is not the responsibility of Grayhawk Homes Ms*** submitted a casualty claim to her homeowner’s insurance company for a loss experienced on March 5, 2015. The loss was estimated and payment was made by the insurer to Ms***, but repairs were never made. Ms*** made another claim with her homeowner’s insurance company with a date of loss of April 1, 2016. That claim was denied by her insurer noting that the prior damage had not been repaired and the damage worsened The insurance company referenced that step flashing was used on the roof instead of a continuous piece of flashing. Step flashing is an accepted industry practice. If the flashing had been improperly installed, Ms*** would have experienced roof leaks in her initial first year of ownership Given that the issues appear to be an unrepaired casualty loss which have worsened because the condition was not repaired we cannot be of assistance. The issues described would not be considered the responsibility of Grayhawk Homes, Inc.Tell us why here
May 8,
Revdex.com 12th Street
PO box Columbus, GA
Re: BB Case [redacted]
Dear Ms[redacted]:
In response to the above referenced case, Grayhavvk Homes has made a good faith effort to resolve this issue with the homeownerIt is our opinion that a spring has developed in the embankment behind the home, probably due to excessive rainfall in recent monthsEven though this is a non-warrantabie item, to mitigate the situation, we made an offer to the homeowner to provide builder cost on labor and materialsIn addition, we would manage the installation of a French drain to ensure it is installed properlyThe homeowner has refused our offer
We stand by our offer of assistance if the homeowner decides to accept
Respectfully,
[redacted]
Office Manager
We are currently building a home for this customer.
While it...
is always our plan to satisfy every customer, this
customer did sign each page of a set of plans that does not reflect a chimney. The home has an electric fire place so a
chimney is not needed. We have offered
to build a faux chimney but there would be an additional cost to the
customer. As of yet the customer has not
made a decision whether to proceed or not.
MS";">[redacted]
Columbus, GA 31909
Lot: 31D
Subdivision: Sonoma Pointe
Superintendent: [redacted]
*
Re: BB Case#[redacted]
Complaint: Damage to fence.
May 2016: The fence belonging to Mr. & Mrs. [redacted], at lot 31D, was damaged by the construction equipment used to clear and grade lot 32D. At that time it was determined the homeowner’s satellite dish was across the property line, and therefore, had to be removed before work could resume.
A retaining wall was required on lot 32D, and therefore, it was determined necessary to wait on the repair in case more damage occurred during the construction of the retaining wall. Per [redacted]; he spoke with Mr. [redacted], and due to these circumstances, Mr. [redacted] agreed with the decision to make the repairs once the wall and landscaping were finished.
September 2016: Landscaping work was completed around 9/7/2016. The subcontractor who installs and repairs fences was booked for the next two weeks, and then was taking vacation for approximately 2 weeks after that. The repair to the fence is scheduled during the week of 9/26 through 9/30. The subcontractor is aware of the urgency in making the repair.
It is very important to Grayhawk Homes that our commitment to homeowner’s has been honored. Looking at the homeowner’s complaint, we realize that the subcontractor should have been lined up and ready to make the repairs immediately after the landscaping was finished. This would have required calling him several weeks prior to the completion of the landscaping in order to get on his schedule. We apologize to the [redacted]’s for their inconvenience, and we sincerely hope that we can restore their faith and trust in Grayhawk for any future concerns.
[redacted]
Customer Care Coordinator
Warranty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't believe that anything will be resolved on 12/18/2014 due to the fact that the appointment scheduled to come out and repair the tiles in not until 12/19/2014, so I don't know if this will resolve the issue or not. As for the conclusion that the issues found at the 11 month inspection were resolved on 1/7/2014, this is not true because the ollow tiles were mentioned at the time of the inspection and again on 1/7/2014 when we apparently signed the paperwork saying the cracked tiles were replaced. I specifically remember them stating that it "homeowner's" problem that the tiles were hollow underneath and they would not remove any tiles to check why this is occurring. It was only now that we have filed a complaint with the Revdex.com that Grayhawk is acknowledging that there could be a problem. I also do not like the fact that they told my husband that it is his job to "tap" the tiles to determine which one's are hollow. This is not not husband's field of expertise nor is this something that he should physically have to do as he is disabled and cannot get down on the floor and do this comfortably.
Regards,[redacted]
Ms. [redacted] does indeed have a recessed shower pan. The shower pan is recessed into the slab and finished flush with the bathroom floor. Had the mud bed not been recessed there would
be a step up into the shower stall.
Ms. [redacted] did pay extra for...
this and DID receive what she paid for.
[redacted]
Office Manager
Grayhawk Homes
###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. ...
If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I have had a horrible experience working with Grayhawk Homes. I would not recommend them to anyone. If you choose to do business with them in spite of this warning, do yourself a favor and don’t sign any documents, or give them any earnest money before you have the contract examined by your banker, and/or lawyer. They have proved to be unprofessional and unethical in their business practices, and so far, they have been completely unwilling to make any effort to resolve my complaint, and have flatly ignored my concerns and denied any responsibility.
Note that the difficulties I have experienced with this company relate only to “Build on your land” homes. I have no comment on the pre-built homes in their subdivisions. When I first contacted Grayhawk Homes to inquire about building on our property, I was told that the first step that I should take was to obtain preapproval for financing for a construction loan before further discussion. I followed this instruction and did just that. I was approved for financing through a reputable bank in Auburn, AL. I was never told anything about any extraordinary funding requirements by Grayhawk Homes. After this we proceeded to have further discussions and meetings on the build site, and at their office. On November 17-18, 2015, my loan officer made contact with the Grayhawk Homes salesperson and sent them a copy of the draw schedule utilized by the Bank. At that time the salesperson replied that they would need “15-20% down payment” up front before construction began. My banker was taken back by this unusual demand, and he called me to let me know that due to my excellent credit and equity position that they could in fact loan this large down payment, but he cautioned me that it was a major departure from banking or building practice to do so, and risky on my part. I went ahead with the project in spite of the unusual down payment request. When I was signing the contract, we came to the page that listed the draw schedule required by Grayhawk Homes. When I saw the draw schedule, I asked the salesperson if my loan officer had been given this schedule, and if he had agreed to it. (I knew they had communicated back and forth about the arrangements at that time.) The salesperson assured me that he had seen it and was okay with it. It turned out that it wasn’t until a couple of weeks later when my loan officer was working on the closing that my banker was informed of the rest of the draw schedule, and my loan officer had NOT been told about the rest of the required funding schedule that is demanded by Grayhawk Homes- only the initial up front draw. I was shocked that I had been so grossly misinformed by the salesperson. I obtained copies of the emails between my loan officer and the Grayhawk Homes that prove the fact that no specific draw schedule had been mentioned to my loan officer up until that time. The draw schedule required by Grahawk Homes is as follows:
20% pre construction
20% at completion of foundation
20% at completion of framing
20% at completion of sheetrock
20% at completion of cabinets/countertops
I challenge you to call ANY bank and ask if they would be willing to fund a build with this funding schedule.
The issue that banks will have with this schedule is that at any given point during the construction process, the builder is at least 20% paid ahead. At some points in the process it is considerably more than that. It’s wonderful for the builder. The problem is that it’s too risky for both the bank and the borrower. Due to my inexperience in building/construction loans, I did not recognize at the time that the draw schedule was anything out of the ordinary. Also, I assumed that a company of the size of Grayhawk Homes (300 homes per year) would have a fairly standard business model so I did not further question the schedule. I was repeatedly told by the sales person as well as the owner himself that I should just “trust them”. So I did. So when my banker was getting the paperwork ready for the closing, he was finally given a copy of the sheet that listed the draw schedule required by Grayhawk Homes, he contacted me right away and told me they would not be able to fund the project in that manner without violating their banking regulations, which have been in place for years, (post housing crisis) and are consistent with lending regulations at ALL reputable banks. When I told the salesperson at Grayhawk of this development, he told me that Keystone Bank was just being hyper conservative, and that it should be a "no brainer" for any banker to fund the project in this manner. So I then called several banks in the area and asked if any of them would consider funding a build with the draw schedule required by Grayhawk Homes. They unanimously told me that they had never done business with any other builders with this funding schedule, nor would they ever do so for any builder. One banker I called told me that they had once done a construction loan with Grayhawk Homes, but it was a nightmarish experience for the customer as well as the bank and that they would never again do business with Grayhawk Homes so long as they maintained this peculiar funding schedule. Grayhawk Homes then suggested that I should seek financing with a community bank in local to them. So I called that bank, and asked them how they funded construction loans. They told me they only pay draws after each category of the project has been completed to the satisfaction of the customer. (Exactly the same system as my bank.) When I told them that I was working with Grahawk Homes, they changed their tune right away and told me that the owner of Grayhawk Homes was quite strong financially. (I noted that the representative seem to be quite familiar with the largeness of his accounts.) They said that due to this, they were willing to bend their regulations to work on his terms. What this revealed to me is that if even if I were to go through the entire process of reapplying for a new construction loan through this bank, (Which is uncalled-for given the circumstances) they would be more concerned with catering to the builder than to me the customer, who would be the one actually responsible for the loan. To me this represented an enormous conflict of interests, which might remove any last vestige of security I would have in the event of a difficulty. So due to the tremendous imbalance of risk between parties, as well as the failure of the contractor to disclose relevant conditions to appropriate parties in the proper sequence before the contract was signed, my bank rejected the proposal to fund the project for me as long as Grayhawk Homes insisted on this extraordinary funding schedule. After my bank told me that they would not be able to fund the project on these bizarre terms, I realized that I had no reasonable choice but to cancel the contract. So I politely asked Grayhawk homes to refund my earnest money that I had paid them in good faith that they would be willing and able to build my house with the construction loan that I had obtained at their request. They flatly refused. So I filed a complaint with the Revdex.com to attempt to resolve the issue. I received two very brief replies from Grayhawk Homes that didn’t even answer the concerns that I had raised, that basically just said that I had signed the contract, so it was my problem. They also said that they had suggested a couple of banks after my bank refused to fund the build that would work with the funding schedule they want. The problem is that they never told me about the unusual nature of the funding schedule BEFORE I applied for a loan. I think that most people would agree that it is absurd that I should have to go through the entire process of reapplying for a new loan with a different bank when I was misinformed by the sales representative who told me that my lender had been informed of the funding schedule required by Grayhawk Homes and had agreed to it. Not to mention that my only option would be to get financing from a bank that seems to have a sketchy insider deal going on with the builder. After this, the Revdex.com closed the file as having been “addressed, but the customer remains dissatisfied”. In the contract, my bank is listed as the lending institution through which construction financing would be provided to execute the contract. Grayhawk Homes signed the contract to build with this bank listed as my lender, AFTER having been in communication with them about the details of the loan. I knew at the time I signed the contract, that Grayhawk Homes had been fully informed of Keystone Bank’s funding schedule. Unlike me, they signed the contract knowing very well that their funding requirements would never be compatible with those of Keystone Bank. Grayhawk Homes did not give Keystone Bank their full funding requirements until AFTER I had signed the contract! When this came to the surface, they tried to accuse my bank of changing the rules in the game. This entire fiasco could have been avoided if they had given their funding requirements to me BEFORE they sent me to secure financing. That way, I could have presented those funding requirements to the bank at the outset, so that I didn’t waste anyone’s time and money moving forward with the application that was sure to hit a roadblock right before closing. There is no way that Grahawk Homes didn’t know very well that this would present a problem after the contract. This cost me significant lost time at work, and effort in meetings with their design staff.
Additionally, in the contract that I signed, it states the following:
"If the builder fails neglects or refuses to perform or in the event of a default of this Agreement, the Buyer may exercise any and all legal remedies available at law or equity including, but not limited to, a return of the deposit(s)."
The fact that the builder misrepresented the facts to me to secure my signature on the contract, and then refused to build my house with the perfectly good financing that I had provided at their request, THEY have defaulted on the contract, and therefore I am due ALL of my good faith earnest money back. No other resolution would be equitable in light of these circumstances, and ANY ethical business would do just that. I did nothing wrong here, other than trust the salesman. Whatever you do, save yourself from getting burned, and proceed with caution. They will be very nice to you until you sign a contract, and then you will see the ruthless side of the company.
This home is out of warranty with Grayhawk Homes. I have however been out to access, the issues are cosmetic and not structural.
Cracks are within standard construction tolerances, no further action will be taken.
[redacted]
Chief Operating...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] is not satisfied with the resolution because I don't have a recess shower which was paid for. My shower is still leaking. Two other professional contractor has confirm that this shower is not recess and it will leak until properly install. Their are no slopes in the tile floor to prevent water leakage.
Grayhawk Home’s initial response to the homeowner’s complaint remains the same. To support our position, a copy of the letter from Travelers Property Casualty Insurance Company dated 4/11/2016 is attached. Ms. [redacted] submitted a casualty claim to her homeowner’s insurance company for a loss experienced on March 5, 2015. The loss was paid but never repaired. Ms. [redacted] made another claim with her homeowner’s insurance company with a date of loss of April 1, 2016. That claim was denied by her insurer noting that the prior damage had not been repaired and the damage worsened. The receipts Ms. [redacted] provided show a plumbing repair made on 4/14/2015 and a roof inspection made on 4/1/2016. Neither receipt indicates repairs were made for water damage. ...⇄
Grayhawk Homes is not responsible for water damage that occurred two years ago in which the homeowner received payment from her insurance company.
Grayhawk Home’s limited warranty does not cover roof leaks after the first year of home ownership. Ms. [redacted] closed on her home on 4/16/2010.
Grayhawk Homes has been in contact with this homeowner. We have been out to look at the hill, and we will be meeting with the homeowner next week to discuss options.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Once again, and I STRONGLY state this, when I made initial contact with my insurer, Traveler's, I informed them that I had a plumbing issue. MY REPAIRS were made for what A CERTIFIED PLUMBER told me was my problem. Again, it was not until later that I found out it was not a plumbing issue. Grayhawk is fully responsible to make full repairs because this is only happening due to the installation that was put in place by this builder. I am not accepting their response. They continue to build homes in this area, is it not going to happen to someone else's home within the next few months, or is maybe happening right now without their knowledge until it comes through the ceiling of the garage in full view?
Attempting to use the words of the insurer to your advantage is not going to work. My insurance company knows that I paid for plumbing repairs, and it was not necessary to pay a 2nd plumber to repair water damage before Grayhawk repairs the roof that is faulty from original design.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear bel
I understand the gray Hawk homes intends to close this matter as soon as possible, however, once again we are not satisfied with the workmanship of the contractors that have been sent out to take care of our claimI have attached a video of just how *** the service has been utilizing gray Hawk homes and I don't know why I expected it to be any differentThis video shows basically my entire downstairs covered in the dust and debris that was left behind once the flooring contractors came out to the home and replaced well over tiles that we needed to be replaced and that they did not even clean up after themselves and I don't know how they could clean up after themselves with the amount of mess that was madeYou would think that they would have a better way of doing it their job that does not involve putting a thick layer of dust all over the lower level of someone's home and then leave the customer to clean it upHe also left behind some of their materials
Regards,*** ***
Apologies, I did type the wrong date, work is scheduled for12-19-No one has asked Mr*** to identify any hollow tiles, our Warranty Manager and representative from the flooring company did this. Mr*** was present and voluntarily participated in knocking on the tiles to identify problem tilesI have attached the month paperwork signed by Mrs***
As stated previously, once the repairs are made tomorrow we consider this a closed matter
*** ***
Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Because I reported these damages at least months before the warranty ended on August Grayhawk then waited to after the warranty then responed they wiil take no action Sept 21, These are not cosmetic issues with this drivewayI have own this house for two years the drive way looks like I have lived here for yearsI feel it was intentionally to let it go pass the warrenty date to give the exact response they just gave
I have owned two Grayhawk homes in the past yearsThe old saying " You get what you pay for" applies to this companyOverall good housesThis company's quality control is nearly nonexistent and their workforce is constantly changingI've had problems with ridiculous cost cutting measures such mechanically dampened a/cMy new $350,has tile floor that is cracking all over the houseThis was fixed within the month warranty period, but Grayhawk will only come out in the 11th month to make repairsThen to months after the warranty expires cracked tile again, that is out of warrantyI'm not the only one in the neighborhood with the tiles problems on two to three year old housesThis company cuts costs and makes a cheaper product but they do sacrifice qualityI have known more people that have complained about Grayhawk in two different neighborhoods that people that have praised themCustomer service before they have your money is OK, but after they have it, forget about itThis will be my last Grayhawk houseIf you can spend a little more money, do it and get a better quality product
Our warranty manager is currently working with the homeowner to resolve issues
Should be complete by next week if homeowners schedule allows meeting time with painters
*** ***
Office Manager
Grayhawk homes
We are currently working with the homeowner to resolve an issue with somecracked tile. Work is scheduled for 12-18-As for the claim month warranty items were not taken care of we have a copy of the homeowner signing off on items corrected on 1-7-Once the tile is
replace on 12-18-we will consider this resolved.Please feel free to call me with any questions
Thanks
*** ***
office Manager
###-###-####
Re: Revdex.com Case #***
size="3">Homeowner: *** ***
*** *** *** ***
*** ***
Subdivision: *** ***
Dear Dispute Resolution Team:
I am writing in reply to your inquiry dated January 5, 2017, concerning the information provided to you by Ms*** ***. Ms*** purchased a home from Grayhawk Homes, Inc., on April 6, 2010. As a courtesy to Ms***’, our Production Manager visited her home to assess her complaint on January 3, 2017. It appears that she is experiencing a roof leak. We attempt to satisfy all homeowners but the leak experienced at the ***’ residence is not the responsibility of Grayhawk Homes Ms*** submitted a casualty claim to her homeowner’s insurance company for a loss experienced on March 5, 2015. The loss was estimated and payment was made by the insurer to Ms***, but repairs were never made. Ms*** made another claim with her homeowner’s insurance company with a date of loss of April 1, 2016. That claim was denied by her insurer noting that the prior damage had not been repaired and the damage worsened The insurance company referenced that step flashing was used on the roof instead of a continuous piece of flashing. Step flashing is an accepted industry practice. If the flashing had been improperly installed, Ms*** would have experienced roof leaks in her initial first year of ownership Given that the issues appear to be an unrepaired casualty loss which have worsened because the condition was not repaired we cannot be of assistance. The issues described would not be considered the responsibility of Grayhawk Homes, Inc.Tell us why here
May 8,
Revdex.com 12th Street
PO box Columbus, GA
Re: BB Case [redacted]
Dear Ms[redacted]:
In response to the above referenced case, Grayhavvk Homes has made a good faith effort to resolve this issue with the homeownerIt is our opinion that a spring has developed in the embankment behind the home, probably due to excessive rainfall in recent monthsEven though this is a non-warrantabie item, to mitigate the situation, we made an offer to the homeowner to provide builder cost on labor and materialsIn addition, we would manage the installation of a French drain to ensure it is installed properlyThe homeowner has refused our offer
We stand by our offer of assistance if the homeowner decides to accept
Respectfully,
[redacted]
Office Manager
We are currently building a home for this customer.
While it...
is always our plan to satisfy every customer, this
customer did sign each page of a set of plans that does not reflect a chimney. The home has an electric fire place so a
chimney is not needed. We have offered
to build a faux chimney but there would be an additional cost to the
customer. As of yet the customer has not
made a decision whether to proceed or not.
[redacted]
Office
Manager
Grayhawk
Homes
[redacted]
MS";">[redacted]
Columbus, GA 31909
Lot: 31D
Subdivision: Sonoma Pointe
Superintendent: [redacted]
*
Re: BB Case#[redacted]
Complaint: Damage to fence.
May 2016: The fence belonging to Mr. & Mrs. [redacted], at lot 31D, was damaged by the construction equipment used to clear and grade lot 32D. At that time it was determined the homeowner’s satellite dish was across the property line, and therefore, had to be removed before work could resume.
A retaining wall was required on lot 32D, and therefore, it was determined necessary to wait on the repair in case more damage occurred during the construction of the retaining wall. Per [redacted]; he spoke with Mr. [redacted], and due to these circumstances, Mr. [redacted] agreed with the decision to make the repairs once the wall and landscaping were finished.
September 2016: Landscaping work was completed around 9/7/2016. The subcontractor who installs and repairs fences was booked for the next two weeks, and then was taking vacation for approximately 2 weeks after that. The repair to the fence is scheduled during the week of 9/26 through 9/30. The subcontractor is aware of the urgency in making the repair.
It is very important to Grayhawk Homes that our commitment to homeowner’s has been honored. Looking at the homeowner’s complaint, we realize that the subcontractor should have been lined up and ready to make the repairs immediately after the landscaping was finished. This would have required calling him several weeks prior to the completion of the landscaping in order to get on his schedule. We apologize to the [redacted]’s for their inconvenience, and we sincerely hope that we can restore their faith and trust in Grayhawk for any future concerns.
[redacted]
Customer Care Coordinator
Warranty
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I don't believe that anything will be resolved on 12/18/2014 due to the fact that the appointment scheduled to come out and repair the tiles in not until 12/19/2014, so I don't know if this will resolve the issue or not. As for the conclusion that the issues found at the 11 month inspection were resolved on 1/7/2014, this is not true because the ollow tiles were mentioned at the time of the inspection and again on 1/7/2014 when we apparently signed the paperwork saying the cracked tiles were replaced. I specifically remember them stating that it "homeowner's" problem that the tiles were hollow underneath and they would not remove any tiles to check why this is occurring. It was only now that we have filed a complaint with the Revdex.com that Grayhawk is acknowledging that there could be a problem. I also do not like the fact that they told my husband that it is his job to "tap" the tiles to determine which one's are hollow. This is not not husband's field of expertise nor is this something that he should physically have to do as he is disabled and cannot get down on the floor and do this comfortably.
Regards,[redacted]
Ms. [redacted] does indeed have a recessed shower pan. The shower pan is recessed into the slab and finished flush with the bathroom floor. Had the mud bed not been recessed there would
be a step up into the shower stall.
Ms. [redacted] did pay extra for...
this and DID receive what she paid for.
[redacted]
Office Manager
Grayhawk Homes
###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. ...
If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Grayhawk has been in contact with the customer and issues addressed in letter are scheduled to be resolved no later that the date asked (1-16-15)
Thanks
[redacted]
Office Manager
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I have had a horrible experience working with Grayhawk Homes. I would not recommend them to anyone. If you choose to do business with them in spite of this warning, do yourself a favor and don’t sign any documents, or give them any earnest money before you have the contract examined by your banker, and/or lawyer. They have proved to be unprofessional and unethical in their business practices, and so far, they have been completely unwilling to make any effort to resolve my complaint, and have flatly ignored my concerns and denied any responsibility.
Note that the difficulties I have experienced with this company relate only to “Build on your land” homes. I have no comment on the pre-built homes in their subdivisions. When I first contacted Grayhawk Homes to inquire about building on our property, I was told that the first step that I should take was to obtain preapproval for financing for a construction loan before further discussion. I followed this instruction and did just that. I was approved for financing through a reputable bank in Auburn, AL. I was never told anything about any extraordinary funding requirements by Grayhawk Homes. After this we proceeded to have further discussions and meetings on the build site, and at their office. On November 17-18, 2015, my loan officer made contact with the Grayhawk Homes salesperson and sent them a copy of the draw schedule utilized by the Bank. At that time the salesperson replied that they would need “15-20% down payment” up front before construction began. My banker was taken back by this unusual demand, and he called me to let me know that due to my excellent credit and equity position that they could in fact loan this large down payment, but he cautioned me that it was a major departure from banking or building practice to do so, and risky on my part. I went ahead with the project in spite of the unusual down payment request. When I was signing the contract, we came to the page that listed the draw schedule required by Grayhawk Homes. When I saw the draw schedule, I asked the salesperson if my loan officer had been given this schedule, and if he had agreed to it. (I knew they had communicated back and forth about the arrangements at that time.) The salesperson assured me that he had seen it and was okay with it. It turned out that it wasn’t until a couple of weeks later when my loan officer was working on the closing that my banker was informed of the rest of the draw schedule, and my loan officer had NOT been told about the rest of the required funding schedule that is demanded by Grayhawk Homes- only the initial up front draw. I was shocked that I had been so grossly misinformed by the salesperson. I obtained copies of the emails between my loan officer and the Grayhawk Homes that prove the fact that no specific draw schedule had been mentioned to my loan officer up until that time. The draw schedule required by Grahawk Homes is as follows:
20% pre construction
20% at completion of foundation
20% at completion of framing
20% at completion of sheetrock
20% at completion of cabinets/countertops
I challenge you to call ANY bank and ask if they would be willing to fund a build with this funding schedule.
The issue that banks will have with this schedule is that at any given point during the construction process, the builder is at least 20% paid ahead. At some points in the process it is considerably more than that. It’s wonderful for the builder. The problem is that it’s too risky for both the bank and the borrower. Due to my inexperience in building/construction loans, I did not recognize at the time that the draw schedule was anything out of the ordinary. Also, I assumed that a company of the size of Grayhawk Homes (300 homes per year) would have a fairly standard business model so I did not further question the schedule. I was repeatedly told by the sales person as well as the owner himself that I should just “trust them”. So I did. So when my banker was getting the paperwork ready for the closing, he was finally given a copy of the sheet that listed the draw schedule required by Grayhawk Homes, he contacted me right away and told me they would not be able to fund the project in that manner without violating their banking regulations, which have been in place for years, (post housing crisis) and are consistent with lending regulations at ALL reputable banks. When I told the salesperson at Grayhawk of this development, he told me that Keystone Bank was just being hyper conservative, and that it should be a "no brainer" for any banker to fund the project in this manner. So I then called several banks in the area and asked if any of them would consider funding a build with the draw schedule required by Grayhawk Homes. They unanimously told me that they had never done business with any other builders with this funding schedule, nor would they ever do so for any builder. One banker I called told me that they had once done a construction loan with Grayhawk Homes, but it was a nightmarish experience for the customer as well as the bank and that they would never again do business with Grayhawk Homes so long as they maintained this peculiar funding schedule. Grayhawk Homes then suggested that I should seek financing with a community bank in local to them. So I called that bank, and asked them how they funded construction loans. They told me they only pay draws after each category of the project has been completed to the satisfaction of the customer. (Exactly the same system as my bank.) When I told them that I was working with Grahawk Homes, they changed their tune right away and told me that the owner of Grayhawk Homes was quite strong financially. (I noted that the representative seem to be quite familiar with the largeness of his accounts.) They said that due to this, they were willing to bend their regulations to work on his terms. What this revealed to me is that if even if I were to go through the entire process of reapplying for a new construction loan through this bank, (Which is uncalled-for given the circumstances) they would be more concerned with catering to the builder than to me the customer, who would be the one actually responsible for the loan. To me this represented an enormous conflict of interests, which might remove any last vestige of security I would have in the event of a difficulty. So due to the tremendous imbalance of risk between parties, as well as the failure of the contractor to disclose relevant conditions to appropriate parties in the proper sequence before the contract was signed, my bank rejected the proposal to fund the project for me as long as Grayhawk Homes insisted on this extraordinary funding schedule. After my bank told me that they would not be able to fund the project on these bizarre terms, I realized that I had no reasonable choice but to cancel the contract. So I politely asked Grayhawk homes to refund my earnest money that I had paid them in good faith that they would be willing and able to build my house with the construction loan that I had obtained at their request. They flatly refused. So I filed a complaint with the Revdex.com to attempt to resolve the issue. I received two very brief replies from Grayhawk Homes that didn’t even answer the concerns that I had raised, that basically just said that I had signed the contract, so it was my problem. They also said that they had suggested a couple of banks after my bank refused to fund the build that would work with the funding schedule they want. The problem is that they never told me about the unusual nature of the funding schedule BEFORE I applied for a loan. I think that most people would agree that it is absurd that I should have to go through the entire process of reapplying for a new loan with a different bank when I was misinformed by the sales representative who told me that my lender had been informed of the funding schedule required by Grayhawk Homes and had agreed to it. Not to mention that my only option would be to get financing from a bank that seems to have a sketchy insider deal going on with the builder. After this, the Revdex.com closed the file as having been “addressed, but the customer remains dissatisfied”. In the contract, my bank is listed as the lending institution through which construction financing would be provided to execute the contract. Grayhawk Homes signed the contract to build with this bank listed as my lender, AFTER having been in communication with them about the details of the loan. I knew at the time I signed the contract, that Grayhawk Homes had been fully informed of Keystone Bank’s funding schedule. Unlike me, they signed the contract knowing very well that their funding requirements would never be compatible with those of Keystone Bank. Grayhawk Homes did not give Keystone Bank their full funding requirements until AFTER I had signed the contract! When this came to the surface, they tried to accuse my bank of changing the rules in the game. This entire fiasco could have been avoided if they had given their funding requirements to me BEFORE they sent me to secure financing. That way, I could have presented those funding requirements to the bank at the outset, so that I didn’t waste anyone’s time and money moving forward with the application that was sure to hit a roadblock right before closing. There is no way that Grahawk Homes didn’t know very well that this would present a problem after the contract. This cost me significant lost time at work, and effort in meetings with their design staff.
Additionally, in the contract that I signed, it states the following:
"If the builder fails neglects or refuses to perform or in the event of a default of this Agreement, the Buyer may exercise any and all legal remedies available at law or equity including, but not limited to, a return of the deposit(s)."
The fact that the builder misrepresented the facts to me to secure my signature on the contract, and then refused to build my house with the perfectly good financing that I had provided at their request, THEY have defaulted on the contract, and therefore I am due ALL of my good faith earnest money back. No other resolution would be equitable in light of these circumstances, and ANY ethical business would do just that. I did nothing wrong here, other than trust the salesman. Whatever you do, save yourself from getting burned, and proceed with caution. They will be very nice to you until you sign a contract, and then you will see the ruthless side of the company.
This home is out of warranty with Grayhawk Homes. I have however been out to access, the issues are cosmetic and not structural.
Cracks are within standard construction tolerances, no further action will be taken.
[redacted]
Chief Operating...
OfficerGrayhawk Homes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] is not satisfied with the resolution because I don't have a recess shower which was paid for. My shower is still leaking. Two other professional contractor has confirm that this shower is not recess and it will leak until properly install. Their are no slopes in the tile floor to prevent water leakage.
Grayhawk Home’s initial response to the homeowner’s complaint remains the same. To support our position, a copy of the letter from Travelers Property Casualty Insurance Company dated 4/11/2016 is attached. Ms. [redacted] submitted a casualty claim to her homeowner’s insurance company for a loss experienced on March 5, 2015. The loss was paid but never repaired. Ms. [redacted] made another claim with her homeowner’s insurance company with a date of loss of April 1, 2016. That claim was denied by her insurer noting that the prior damage had not been repaired and the damage worsened. The receipts Ms. [redacted] provided show a plumbing repair made on 4/14/2015 and a roof inspection made on 4/1/2016. Neither receipt indicates repairs were made for water damage.
...⇄
Grayhawk Homes is not responsible for water damage that occurred two years ago in which the homeowner received payment from her insurance company.
Grayhawk Home’s limited warranty does not cover roof leaks after the first year of home ownership. Ms. [redacted] closed on her home on 4/16/2010.
We consider this matter closed.
Grayhawk Homes has been in contact with this homeowner. We have been out to look at the hill, and we will be meeting with the homeowner next week to discuss options.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Once again, and I STRONGLY state this, when I made initial contact with my insurer, Traveler's, I informed them that I had a plumbing issue. MY REPAIRS were made for what A CERTIFIED PLUMBER told me was my problem. Again, it was not until later that I found out it was not a plumbing issue. Grayhawk is fully responsible to make full repairs because this is only happening due to the installation that was put in place by this builder. I am not accepting their response. They continue to build homes in this area, is it not going to happen to someone else's home within the next few months, or is maybe happening right now without their knowledge until it comes through the ceiling of the garage in full view?
Attempting to use the words of the insurer to your advantage is not going to work. My insurance company knows that I paid for plumbing repairs, and it was not necessary to pay a 2nd plumber to repair water damage before Grayhawk repairs the roof that is faulty from original design.
Regards,
[redacted]