Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and did in fact meet with MrZ [redacted] on April 26th to show him the issues with the residence He told me that he would look into each issue and get back to me in a couple of days I am waiting for the company's response Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
These are the facts: In the process of a warranty repair to the failing deck attached to the rear of my home, Hayden Homes tore out the retaining wall behind my house, which caused the fill beneath the foundation to spill out, inadvertently undermining the foundation of my house and resulting in the city inspector posting a Do Not Occupy sign that remained on my front porch for ten weeks.
Originally, cinder-block steps descended between the retaining walls behind my home and my neighbors, reaching down to the easement behind our homes and allowing access for maintenance. Hayden Homes replaced the retaining wall with a different design that blocked access to the easement. I complained to Hayden's customer care rep, who was first concerned about stabilizing the foundation of my house. She promised to take care of the access problem by installing cinder-block steps at a later date. I agreed and never complained about any of it. I understood things happen, mistakes are made, and unexpected problems arise. But six months later, when I asked about the promised steps, Hayden’s reply was that the steps, which were part of my property when I bought the house from them, never existed in the first place, so they were not responsible for re-establishing access to the easement. Their customer care rep refused to communicate with me. For months, no one from Hayden responded to my dozens of voice mails and e-mails. I received a response only through the Better Business Bureau after I filed a formal complaint. In their BBB response, Hayden Homes cited misinformation and even painted me as the liar. In the end, they claimed the facts didn’t really matter as there was nothing that could be done anyway – the new retaining wall made the promised steps impossible.
My complaint isn’t that Hayden Homes took away my access steps to the easement behind my house. My negative review here is based on Hayden Homes' denial that there ever were any steps to begin with - a provably false claim, and then they avoided my questions and concerns for months before posting misinformation and lies on the BBB website, painting me as the liar. The most egregious customer service I’ve ever experienced or even heard of, and this isn’t a one-off, isolated incident. I have half a dozen neighbors within two blocks of me who have all shared similar complaints about Hayden Homes customer service. Hayden’s business model seems to consist of denial, avoidance, and a complete unwillingness to take responsibility for mistakes or even acknowledge the truth. To this day, they have not reached out to me, have not owned up to their responsibility nor apologized for posting provably false claims.
If you have had a good experience with Hayden Homes, count your blessings. If you’re considering buying a Hayden Home because the price is affordable or the location is right, then I wish you good luck. But beware. If issues arise or customer service becomes a concern, there’s a strong possibility you’ll be screwed. Hayden Homes seems focused on whatever is cheapest and easiest for them, even if it means being unfair, dishonest, or disrespectful to their customers.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We accept offer: To pay the invoice in the amount of $to me personally for cost incurred out of packet to pay for carpet cleaning to try to remove paint/black stains I am attaching the invoice to this complaint, if I need to fax it please send me a fax number To send a check to us for the amount Hayden Homes would have incurred for new carpet and install Sincerely, [redacted]
This response is regarding the complaint above for [redacted] in Cheney WAMr [redacted] submitted a couple of service request at the 12th month to include some settling cracks, floor squeaks We certainly apologize for any delay to Mr [redacted] and Hayden Homes has every intention of responding to his requestWe met with Mr [redacted] a week and a half ago to address his concernsAt this time we have opened request to the pertinent trade partners to resolve them as timely as possibleShould you have any questions please let us know Thank you, Doug Z [redacted] Customer Service manager Hayden Homes
Complaint: [redacted] I am rejecting this response because: I have yet to meet with the Hayden Homes representativeRegardless of any addendum, the fact that is still not being addressed about the tree is that the health of the tree was compromised by the actions of Hayden HomesIt would be one thing if it was just a tree on the property unaffected by the housing excavationSo, until I have met and spoken with the Hayden Homes rep I cannot accept this situation as resolved Sincerely, [redacted] ***
Complaint: [redacted] That is a nice courtesy, thank youHowever, that would require tearing up the lawn and wouldn't make it as nice as it is nowAlso, since only half the driveway is against the cut out, it would make the driveway very slanted, about degrees with the roadThis is a less than ideal solution and would look uglyIt might even make future potential buyers think twice before buying in the neighborhood Perhaps I'm not making myself clearWhen I was talking with the warranty manager for the area, he make the following points, as far as I understand them: It is against policy to tear up the sidewalk Every other house is just like mine The sidewalk is owned by the city, not me nor Hayden These points are all mostly correctHowever, when I wanted to provide a rebuttal against each one, I wasn't given the opportunity and only told the same points in a different way Here's why I think the points provided do not apply to this situation While it is understandable that the sidewalk should not be torn up, Hayden laid the sidewalk incorrectly in the first placeI imagine the policy is that should not happen during construction My house is the only one in the entire neighborhood where the cutout ends in grassYes, they all aren't perfect, but I'm not asking for perfectionIt'll still be slanted and tapered after what I asked forI just don't want the cut out to end in grass, but I also don't want to tear up the grass Yes, the city owns the sidewalkIt is normally against city policy to tear up and redo the sidewalkHowever, when they looked at it, they agreed that this is an absituation and it should be allowed in this caseI expected the city to refuse my request, but the situation is bad enough that it warrants permission to redo the sidewalkHayden requested and/or built the sidewalk incorrectly in the first placeAll I ask is that the situation is corrected I only filed a complaint with the Revdex.com because I was unable to communicate my rebuttal back to the area warranty managerIt was futile anyway since he didn't have the authorization to decide and he would not get me in contact with someone who didThis is a unique situation that should not be dismissed by saying it is against policy Mistakes do happen, and I understand thatWhat matters is how a company addresses the situationI do not understand why this is such troubleYou have been so good up to this point, I was surprised at all the push-backYes, it is difficult and expensive, but it should have been constructed properly in the first placeI would have not closed on the house had I known the sidewalk would be left the way it is Your company proudly says that your core values are quality and serviceYou even have a guarantee against all defects and imperfectionsPouring a triangle concrete in the lawn would still be very imperfect This is a unique situationYou may be pushing back because you may think if you do it with me, you'll have to do it with everyone elseThat's not true in this caseIt is too far to add more cement and call that a fix I can only ask for your kindness and generosityIt would mean a lot to me if this was doneI understand what I am asking is no small thingI would have thought that Hayden Homes would have acknowledged the problem and made every effort to fix it, instead of fighting me, trying to tell me that it isn't a problem Thanks for your time and consideration, [redacted]
We met with Mr[redacted] yesterday (June 7th 2016) and spoke about the driveway approachAfter some conversation and some different ideas, we came up with a resolution Since the city will allow you to pour concrete half-way up the Angled Curb, you proposed we just pour to that point thus extending your driveway by feet We also spoke about issue with pouring to a point and recommended extending the driveway towards the curb feet before we angled to the approachHayden Homes and Mr[redacted] have agreed upon this resolutionPlease see the attached email correspondence documenting Mr[redacted] 's acceptance of this resolution
During severe cold weather and snow storms, snow may build up on the roof and cause ice damsIce dams are naturally-occurring due to extreme weather as snow melts over a roof surface that exceeds 32°FAs the melting snow flows down the roof and it reaches the portion of the roof that is below 32°F (the eave), it freezes and begins to cause ice buildup, especially at gutters and valleysThe ice dam then traps water which is then forced through the shingles and into the attic and living space While this can be a very disconcerting situation, it is the responsibility of the HOA and homeowner to maintain and clear any snow and ice from the roofs to prevent ice damsIce dams will not occur if the snow is removed promptly, and are not covered under the Hayden Homes warrantyInsulation is not required on the underside of the roofThe attic insulation is blown in and is at a depth that meets or exceeds code
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
We met Ms [redacted] 's Fiancee on June 15th to go over outstanding warranty requests Two of the requested items were taken care of at the time of visit and the remaining warrantable items have been scheduled Hayden Homes goal is to respond quickly to any service requests We look forward to improving Ms [redacted] 's customer service experience going forward
Mrs*** moved into her home at our [redacted] *** community on 10/30/In the spring of 2016, Mrs [redacted] complained of water ponding in her yard A perforated pipe was installed along the side of the home to assist with ponding In February of Mrs [redacted] made another claim for standing water in the back yard adjacent to her patioAlthough the water was draining appropriately and met the standard in the warranty manual provided to Mrs [redacted] at closing, we decided to go above and beyond to help her outSubsequently, in the summer of 2017, an additional perforated pipe was installed by the patio which joined the original pipe on the side of the home We have not only met our warranty standards but have exceeded them in order to provide the best customer experience to Mrs***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meMy husband and I are extremely grateful to Dan W [redacted] who is part of the management team with Hayden Homes for listening to our issues and caring enough as a professional businessman & individual in delivering an excellent customer service resolution to this matter We will recommend our friends/family & others in purchasing a Hayden Home for they do offer the best product at incredibly low pricingThank you again! The [redacted] sSincerely, [redacted]
Your home was constructed in accordance with all building codes and requirements that applied on the date of construction The construction included the underlayment required under the governing building codes Records show the home passed all required inspections, including the “Final Inspection” and obtained the required “Certificate of Occupancy.” As explained in our earlier response, it is critical that you maintain and clear ice and snow from the eaves and roof throughout a severe winter such as this oneFailure to do the necessary maintenance work can result in an ice dam Neither the City of [redacted] nor [redacted] required the installation of an ice barrier when your home was constructed in Moreover, the code provision referenced in your response does not apply in this instance Rrequires the installation of an ice barrier only in areas where the average daily temperature in January is 25°F (-4°C) or less In [redacted] , the average daily temperature for January is 31.1°F and this provision does not apply by its terms Please feel free to contact our customer service department who can provide you with additional recommendations for conducting necessary winter maintenance
This letter is in response to the above-mentioned complaint filed with the Revdex.com on 6/12/We have reviewed the letter and the concerns of the [redacted] ’sThe complaint involves a repair to the bathtubs for a scratch that likely occurred either during the installation, shipping process or the course of constructionScratches do occur during the construction process and the project managers make a judgement call when these occur to either attempt this industry standard repair or replace the fixture if a repair is not reasonableIn this case the scratches were felt to be repairable at which point Detail Difference was brought inThis type of repair is used by all the homebuilders when a scratch comes up and is not isolated to Hayden HomesThe Repair does need time to cure properly and in this case, it is certainly possible, that the cleaners used, prior to turning a new home over, came in too close to when the repair was madeHayden homes would like the opportunity to re-instigate the repair and allow proper curing time at this pointIf this repair fails, we would most certainly address the replacement of the bathtubs on an individual basisOur goal at Hayden Homes is to ensure the highest quality home for our customer and would like the opportunity to make this right with the [redacted] ’sTell us why here
Mr*** has requested that Hayden Home change the existing approach to his home at*** ** *** *** College Place, WA The City of College place has accepted and approved the approach and is not requiring Hayden Homes to alter what is currently in place. Since the driveway ends
in the middle of the pre-poured approach, Hayden Homes as a courtesy (with customers approval) can widen the drive way on Mr***’s property to align with the existing approach. This would entail removing some of the front yard, adjusting affecting sprinklers, and would not change the existing sidewalk and approach of the property
Hayden Homes reached out to Ms*** on April 20th to discuss the warranty issues she has had with her homeIn speaking with Ms*** it was clear that she did not believe the issues she had claimed prior were taken to a satisfactory completionWe were able to discuss each problem in
detail and further agreed that the service manager would come out to inspectOur goal is to find out what Hayden Homes can do to ensure her home is up to our standardsWe have a tentative appointment set for April 26th at noon at her residence, if not available we will reschedule for Thursday April 27th at dependent on Ms***'s scheduleWe were extremely concerned when we heard of the issues and will work to keep our promise on each problem listedIf you have any questions regarding this claim please feel free to contact me (Doug Z***)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and did in fact meet with MrZ [redacted] on April 26th to show him the issues with the residence He told me that he would look into each issue and get back to me in a couple of days I am waiting for the company's response Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
These are the facts: In the process of a warranty repair to the failing deck attached to the rear of my home, Hayden Homes tore out the retaining wall behind my house, which caused the fill beneath the foundation to spill out, inadvertently undermining the foundation of my house and resulting in the city inspector posting a Do Not Occupy sign that remained on my front porch for ten weeks.
Originally, cinder-block steps descended between the retaining walls behind my home and my neighbors, reaching down to the easement behind our homes and allowing access for maintenance. Hayden Homes replaced the retaining wall with a different design that blocked access to the easement. I complained to Hayden's customer care rep, who was first concerned about stabilizing the foundation of my house. She promised to take care of the access problem by installing cinder-block steps at a later date. I agreed and never complained about any of it. I understood things happen, mistakes are made, and unexpected problems arise. But six months later, when I asked about the promised steps, Hayden’s reply was that the steps, which were part of my property when I bought the house from them, never existed in the first place, so they were not responsible for re-establishing access to the easement. Their customer care rep refused to communicate with me. For months, no one from Hayden responded to my dozens of voice mails and e-mails. I received a response only through the Better Business Bureau after I filed a formal complaint. In their BBB response, Hayden Homes cited misinformation and even painted me as the liar. In the end, they claimed the facts didn’t really matter as there was nothing that could be done anyway – the new retaining wall made the promised steps impossible.
My complaint isn’t that Hayden Homes took away my access steps to the easement behind my house. My negative review here is based on Hayden Homes' denial that there ever were any steps to begin with - a provably false claim, and then they avoided my questions and concerns for months before posting misinformation and lies on the BBB website, painting me as the liar. The most egregious customer service I’ve ever experienced or even heard of, and this isn’t a one-off, isolated incident. I have half a dozen neighbors within two blocks of me who have all shared similar complaints about Hayden Homes customer service. Hayden’s business model seems to consist of denial, avoidance, and a complete unwillingness to take responsibility for mistakes or even acknowledge the truth. To this day, they have not reached out to me, have not owned up to their responsibility nor apologized for posting provably false claims.
If you have had a good experience with Hayden Homes, count your blessings. If you’re considering buying a Hayden Home because the price is affordable or the location is right, then I wish you good luck. But beware. If issues arise or customer service becomes a concern, there’s a strong possibility you’ll be screwed. Hayden Homes seems focused on whatever is cheapest and easiest for them, even if it means being unfair, dishonest, or disrespectful to their customers.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me We accept offer: To pay the invoice in the amount of $to me personally for cost incurred out of packet to pay for carpet cleaning to try to remove paint/black stains I am attaching the invoice to this complaint, if I need to fax it please send me a fax number To send a check to us for the amount Hayden Homes would have incurred for new carpet and install Sincerely, [redacted]
This response is regarding the complaint above for [redacted] in Cheney WAMr [redacted] submitted a couple of service request at the 12th month to include some settling cracks, floor squeaks We certainly apologize for any delay to Mr [redacted] and Hayden Homes has every intention of responding to his requestWe met with Mr [redacted] a week and a half ago to address his concernsAt this time we have opened request to the pertinent trade partners to resolve them as timely as possibleShould you have any questions please let us know Thank you, Doug Z [redacted] Customer Service manager Hayden Homes
Complaint: [redacted] I am rejecting this response because: I have yet to meet with the Hayden Homes representativeRegardless of any addendum, the fact that is still not being addressed about the tree is that the health of the tree was compromised by the actions of Hayden HomesIt would be one thing if it was just a tree on the property unaffected by the housing excavationSo, until I have met and spoken with the Hayden Homes rep I cannot accept this situation as resolved Sincerely, [redacted] ***
Hayden Homes has reviewed the request and agreed to return the earnest money to [redacted] At this time Hayden Homes considers this complaint resolved
Complaint: [redacted] That is a nice courtesy, thank youHowever, that would require tearing up the lawn and wouldn't make it as nice as it is nowAlso, since only half the driveway is against the cut out, it would make the driveway very slanted, about degrees with the roadThis is a less than ideal solution and would look uglyIt might even make future potential buyers think twice before buying in the neighborhood Perhaps I'm not making myself clearWhen I was talking with the warranty manager for the area, he make the following points, as far as I understand them: It is against policy to tear up the sidewalk Every other house is just like mine The sidewalk is owned by the city, not me nor Hayden These points are all mostly correctHowever, when I wanted to provide a rebuttal against each one, I wasn't given the opportunity and only told the same points in a different way Here's why I think the points provided do not apply to this situation While it is understandable that the sidewalk should not be torn up, Hayden laid the sidewalk incorrectly in the first placeI imagine the policy is that should not happen during construction My house is the only one in the entire neighborhood where the cutout ends in grassYes, they all aren't perfect, but I'm not asking for perfectionIt'll still be slanted and tapered after what I asked forI just don't want the cut out to end in grass, but I also don't want to tear up the grass Yes, the city owns the sidewalkIt is normally against city policy to tear up and redo the sidewalkHowever, when they looked at it, they agreed that this is an absituation and it should be allowed in this caseI expected the city to refuse my request, but the situation is bad enough that it warrants permission to redo the sidewalkHayden requested and/or built the sidewalk incorrectly in the first placeAll I ask is that the situation is corrected I only filed a complaint with the Revdex.com because I was unable to communicate my rebuttal back to the area warranty managerIt was futile anyway since he didn't have the authorization to decide and he would not get me in contact with someone who didThis is a unique situation that should not be dismissed by saying it is against policy Mistakes do happen, and I understand thatWhat matters is how a company addresses the situationI do not understand why this is such troubleYou have been so good up to this point, I was surprised at all the push-backYes, it is difficult and expensive, but it should have been constructed properly in the first placeI would have not closed on the house had I known the sidewalk would be left the way it is Your company proudly says that your core values are quality and serviceYou even have a guarantee against all defects and imperfectionsPouring a triangle concrete in the lawn would still be very imperfect This is a unique situationYou may be pushing back because you may think if you do it with me, you'll have to do it with everyone elseThat's not true in this caseIt is too far to add more cement and call that a fix I can only ask for your kindness and generosityIt would mean a lot to me if this was doneI understand what I am asking is no small thingI would have thought that Hayden Homes would have acknowledged the problem and made every effort to fix it, instead of fighting me, trying to tell me that it isn't a problem Thanks for your time and consideration, [redacted]
Hayden Homes and the Customers have reached a verbal agreement We expect to have all items addressed and fully resolved by Friday June 19th
We met with Mr[redacted] yesterday (June 7th 2016) and spoke about the driveway approachAfter some conversation and some different ideas, we came up with a resolution Since the city will allow you to pour concrete half-way up the Angled Curb, you proposed we just pour to that point thus extending your driveway by feet We also spoke about issue with pouring to a point and recommended extending the driveway towards the curb feet before we angled to the approachHayden Homes and Mr[redacted] have agreed upon this resolutionPlease see the attached email correspondence documenting Mr[redacted] 's acceptance of this resolution
During severe cold weather and snow storms, snow may build up on the roof and cause ice damsIce dams are naturally-occurring due to extreme weather as snow melts over a roof surface that exceeds 32°FAs the melting snow flows down the roof and it reaches the portion of the roof that is below 32°F (the eave), it freezes and begins to cause ice buildup, especially at gutters and valleysThe ice dam then traps water which is then forced through the shingles and into the attic and living space While this can be a very disconcerting situation, it is the responsibility of the HOA and homeowner to maintain and clear any snow and ice from the roofs to prevent ice damsIce dams will not occur if the snow is removed promptly, and are not covered under the Hayden Homes warrantyInsulation is not required on the underside of the roofThe attic insulation is blown in and is at a depth that meets or exceeds code
We have agreed upon the desired outcome with Mr and Mrs [redacted] , they will be receiving their earnest money back in the amount of $3,Thank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
We met Ms [redacted] 's Fiancee on June 15th to go over outstanding warranty requests Two of the requested items were taken care of at the time of visit and the remaining warrantable items have been scheduled Hayden Homes goal is to respond quickly to any service requests We look forward to improving Ms [redacted] 's customer service experience going forward
Mrs*** moved into her home at our [redacted] *** community on 10/30/In the spring of 2016, Mrs [redacted] complained of water ponding in her yard A perforated pipe was installed along the side of the home to assist with ponding In February of Mrs [redacted] made another claim for standing water in the back yard adjacent to her patioAlthough the water was draining appropriately and met the standard in the warranty manual provided to Mrs [redacted] at closing, we decided to go above and beyond to help her outSubsequently, in the summer of 2017, an additional perforated pipe was installed by the patio which joined the original pipe on the side of the home We have not only met our warranty standards but have exceeded them in order to provide the best customer experience to Mrs***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meMy husband and I are extremely grateful to Dan W [redacted] who is part of the management team with Hayden Homes for listening to our issues and caring enough as a professional businessman & individual in delivering an excellent customer service resolution to this matter We will recommend our friends/family & others in purchasing a Hayden Home for they do offer the best product at incredibly low pricingThank you again! The [redacted] sSincerely, [redacted]
Your home was constructed in accordance with all building codes and requirements that applied on the date of construction The construction included the underlayment required under the governing building codes Records show the home passed all required inspections, including the “Final Inspection” and obtained the required “Certificate of Occupancy.” As explained in our earlier response, it is critical that you maintain and clear ice and snow from the eaves and roof throughout a severe winter such as this oneFailure to do the necessary maintenance work can result in an ice dam Neither the City of [redacted] nor [redacted] required the installation of an ice barrier when your home was constructed in Moreover, the code provision referenced in your response does not apply in this instance Rrequires the installation of an ice barrier only in areas where the average daily temperature in January is 25°F (-4°C) or less In [redacted] , the average daily temperature for January is 31.1°F and this provision does not apply by its terms Please feel free to contact our customer service department who can provide you with additional recommendations for conducting necessary winter maintenance
This letter is in response to the above-mentioned complaint filed with the Revdex.com on 6/12/We have reviewed the letter and the concerns of the [redacted] ’sThe complaint involves a repair to the bathtubs for a scratch that likely occurred either during the installation, shipping process or the course of constructionScratches do occur during the construction process and the project managers make a judgement call when these occur to either attempt this industry standard repair or replace the fixture if a repair is not reasonableIn this case the scratches were felt to be repairable at which point Detail Difference was brought inThis type of repair is used by all the homebuilders when a scratch comes up and is not isolated to Hayden HomesThe Repair does need time to cure properly and in this case, it is certainly possible, that the cleaners used, prior to turning a new home over, came in too close to when the repair was madeHayden homes would like the opportunity to re-instigate the repair and allow proper curing time at this pointIf this repair fails, we would most certainly address the replacement of the bathtubs on an individual basisOur goal at Hayden Homes is to ensure the highest quality home for our customer and would like the opportunity to make this right with the [redacted] ’sTell us why here
Mr*** has requested that Hayden Home change the existing approach to his home at*** ** *** *** College Place, WA The City of College place has accepted and approved the approach and is not requiring Hayden Homes to alter what is currently in place. Since the driveway ends
in the middle of the pre-poured approach, Hayden Homes as a courtesy (with customers approval) can widen the drive way on Mr***’s property to align with the existing approach. This would entail removing some of the front yard, adjusting affecting sprinklers, and would not change the existing sidewalk and approach of the property
Hayden Homes reached out to Ms*** on April 20th to discuss the warranty issues she has had with her homeIn speaking with Ms*** it was clear that she did not believe the issues she had claimed prior were taken to a satisfactory completionWe were able to discuss each problem in
detail and further agreed that the service manager would come out to inspectOur goal is to find out what Hayden Homes can do to ensure her home is up to our standardsWe have a tentative appointment set for April 26th at noon at her residence, if not available we will reschedule for Thursday April 27th at dependent on Ms***'s scheduleWe were extremely concerned when we heard of the issues and will work to keep our promise on each problem listedIf you have any questions regarding this claim please feel free to contact me (Doug Z***)