New Meadows Abatement, Inc.

Thank you, this is in relation to the Colorado springs Division and I have forwarded on the management there to reach out to this Home owner to resolve the concern.

Thank you for your concerns, I have discussed the outstanding issues with the [redacted]. We apologize for any lack of communication in completing the final items from your last meeting. Your home will be a top priority for us until we can complete all items to your satisfaction. We are scheduling to examine outstanding exterior concerns with management on Monday, 11/28 and then will discuss a resolution and work towards that goal.

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.
Sincerely,
[redacted]

Thank you for the concern,  I will reach out to this Home owner to gather additional information. I have asked for and received the flooring report which is stating a denial of claim due to water damage to the floor, Once we have all the facts we will present a resolution to the Home owner...

so we can move forward.Best Regards,

The warranty liaison has scheduled and confirmed a work day for the outstanding concerns to be completed on June 2, 2016 with the homeowner.

Complaint: [redacted]
I am rejecting this response because: Contacting me once a month and not following through doesn't qualify as working hard to me. I refuse to close this complaint until ALL outstanding items are complete. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  1.  The number of boards ordered only reflects the boards that need to be replaced.  On two occasions, Oakwood flooring representatives came out and attempted to fix the boards that needed to be replaced.  It was determined on both occasions that the size of the boards did not match the current boards.  Therefore, in order to replace one board several full rows of boards would need to be taken out and replaced.  In other words, to fix one board, approximately 25 boards would need to be replaced.  It was determined that the boards on my floor do not match the size of the replacement boards.  This is why it was determined on several occasions that a new floor would be more cost effective.  2.  If you plan on "fixing" the floor, several more boxes will need to be ordered.  3.  The transition pieces still need to be ordered because they also need to be replaced.  3.  I am NOT agreeing that fixing my floors once resolves this issue.  I was told these floors would last 20 years.  It has only been one year and they look terrible.  I am very unhappy with the response of Oakwood homes.  To have a $8,000 floor in a relatively small area only last one year is completely unacceptable.  If the floors are "fixed", they will need to be fixed again in a year.  At that point, I will need to look at replacing them again.  This is unacceptable.  I was charged a large amount of money for these floors and was sold on the promise that they would last 20 years.   I know that several home owners in my development alone are having the same issue with this same exact floor.  This floor needs to be replaced and a refund should be given to me in order to replace it with appropriate flooring.
Sincerely,
[redacted]

Thank you,We show a date for tile repair the week of July 10 2017 and the rep will reach out and confirm that date. I show the siding was replaced due to a heat refraction issue from a neighbors window, the window was tinted to dissipate the heat and the siding replaced and in good condition, we...

will continue to monitor going forward for any re occurrence and resolve thru the manufacturer as needed..Regards,

Since the original meeting with the customer in May 2017, the [redacted] has undergone renovations which began on August 1st 2017.  This change has required us to limit buyers meetings to our standard of two, three hour appointments.  The customer contracted early September 2017 after...

the new process was established and was therefore subject to the change.  Due to the renovation we are meeting with buyers by appointment only, during normal business hours. (Monday through Saturday 8-5) To the customer’s point we do charge a $500 fee, but only after selections are finalized.  This policy has not changed for any home buyer.  For customer convince we typically offer buyers only one Saturday appointment and one weekday.  We have accommodated this customer with two Saturday appointments.  We also offered the customer the opportunity to make an additional weekday appointment prior to her designer appointments, but the offer was declined

Complaint: [redacted]
I am rejecting this response because:We did not refuse service. YOUR TECHNICIAN started to re-grout our bathroom with GROUT that doesn't match our grout and YOUR TECHNICIAN didn't complete the job so YOUR TECHNICIAN has left us with an incomplete job and our shower filled with grout that doesn't match. Whether it was your responsibility or not originally, YOUR TECHNICIAN did not do the job as you described and you instructed him to do since he started grouting our bathroom and not caulking our bathroom so you need to be responsible and have him fix his mistake and finish our grout.If fixing the cracks with grout wasn't your responsibility, YOUR TECHNICIAN should not have STARTED grouting our bathroom and then not finish.
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 me.
Sincerely,
[redacted]

A member of Oakwood Homes Customer care team has reached out to this home owner on 11-1-2016 with a resolution. The home owner responded on 11-2-2016 and has agreed to move forward with the recommended repairs which are scheduled tentatively for 11-18-2016.

Complaint: [redacted]
I am rejecting this response because:The last time I heard from ** was October 13, 2016. He tried to schedule a work day and I reminded him we were out of town, I told him this over the phone when they were installing my concrete and I called and he finally got back to me over a month ago. I haven't heard from him or anyone since. I am seriously considering consulting an attorney to discuss my options as I do not have time to chase down Oakwood just for futile attempts to "work hard with the homeowner to resolve issues". What they are doing by contacting me is saving face. Therefore, when lawsuits are brought they can say "I contacted them". This is disappointing and a disgustingly poor business etiquette. ALL responses will be rejected until my home is 100% finished as it should have been December 2015. 
Sincerely,
[redacted]

Mr. [redacted],I've had the opportunity to review your concerns.  There are a few outstanding service request claims.  Although they have not all been completed, we have reviewed each and every one of them that is current.  [redacted] has been involved in making sure we are responding...

in a timely manner to each one of them.  I understand the interest for urgency on each and every item, but unless there is an emergency, we schedule the work to be completed for the soonest and most reasonable time frame we can for all parties involved.  Although the hardware protruding form the deck structure seems to be a safety issue, it is not a code issue, and is, at times a result of the deck structure.  We will, however, ensure that the screws and nails are cut off by May 31st, 2017 as that is clearly a concern for you.  As far as the other items go, [redacted] will continue to work with you to determine the appropriate course of action and timing for making corrections on the existing and any future work.  Please continue to work with him for any and all legitimate requests that arise.  Please reference your Homeowner Guidebook for performance standards and expectations on how the home should perform.  We will always be available for further help and questions beyond that.Respectfully,[redacted]

Initial Business Response /* (1000, 8, 2015/08/17) */
Thank you for the opportunity to respond - In regards to the siding complaint, the siding is warped due to a manufacturers issue and all claims need to go through the manufacturer. Oakwood has attempted to assist the homeowner by offering to...

install a screen on her neighbors window that is causing the sun glare to reflect on her siding causing it to melt. The neighbor has refused this. As far as any settling, it is the homeowners responsibility to maintain the grade - Please see attached. The driveway is cracking at the seams/ control joints - this is what it is designed to do, and according to Oakwood Homes Performance Standards caulking of the control joints would be considered homeowner maintenance. The garage floor is a new item and was never mentioned during the warranty period. The distance that the hot water has to travel through the pipes to get from the hot water heater to the faucet will determine the amount of time it takes the water to get hot. In regards to the plumbing in this home, 2 minutes would be standard. As for the concerns with the heating in the home, If the thermostat is set at 68 and the main level is 65 degrees, this falls within performance standards of plus or minus 5 to 10 degrees from room to room (please see homeowner guidebook). The basement in this home is unfinished and therefore considered non-conditioned space. The HVAC system was not designed to heat the basement. If the homeowner wanted a heated basement this was an option to be purchased during the sales process. The homeowner did not select this option. We have this documentation on file. The 1st year material and workmanship warranty expired on 3.24.2015
Thank you - Oakwood Homes LLC
Initial Consumer Rebuttal /* (3000, 10, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for having all my documentation on file. What I have on file are Oakwood documents stating I would get a quality home and now, broken promises. How dare you paint me as an ignorant and stupid homeowner-I work hard for a living and I deserve the house I was promised when I signed your contract? Your sales staff misleads and does not give all the necessary facts in my opinion. I purchased a NEW home thinking I would not have issues, and though I expected to have a few, not to this extent and with an insulting response to the Revdex.com.
Concerning the siding issue:
I received the following email on Aug 17th and they have maintained this since my first reporting the issue-before my one year mark.
"Hello [redacted],

We cannot fix your siding until we put something on your neighbors window to eliminate the sun glare. Your neighbor does not want screens put on her window, and the window installers that we work with do not offer a tinted window. Once we are able to resolve the issue with your neighbors window then we will fix your siding.

Thank you,

[redacted]
Customer Care Coordinator
[redacted]
Office: XXX-XXX-XXXX"
Just fix my siding and the back piece that fell off and was told "we will be back tomorrow to fix properly" but never showed. [redacted] said it would get fixed when the warped siding was replaced.
As far as the ground settling problem, I did landscape in a timely fashion and was actually held up due to Oakwood's' sprinkler install which I wrote in my complaint-severe settling and when they came to fix, they flooded my basement and left. The side of my house which has settled the most, I have rock. And for all my landscaping, I followed Oakwood's instructions of not disturbing their grade. It was well known in my neighborhood that you do not mess with the grade-because Oakwood will void your warranty.
The concrete issue-I read the statement of homeowner's responsibility for caulking, but why is it acceptable to have joint cracking throughout driveway and garage floor during the length of time I have been the homeowner. The home I sold for this one, had a large 3 car garage and driveway, and I left with no-none-null cracks in any joint. This speaks to the poor quality and lack of any standards for workmanship and product. There are standards but Oakwood chooses not to follow-no mesh or fiber concrete and even their people have stated, it is sub-par. I was told by a construction professional that my cracking was extreme. And my bad for not mentioning the garage floor...You cover all your bases so you don't have to be held accountable!!!

Heating and plumbing issues-how was I to know your heating and plumbing would stink. Your homes are energy efficient-prove it to me. How would I know the upstairs would be an oven while the main level is 10 degrees cooler-you expect you sale staff to really acknowledge this? Of yes, within Standards. Your sale staff did not go into detail how my unfinished basement would be cold and it would take "only" 2 minutes to obtain any hot water. How is that efficient? I don't want to waste water and is Oakwood going to pay my water bill??? It again speaks volume when your heating contractor cannot correct the problems and says you do not listen to them and they hate going on service calls for your homeowners. Homes with basements should have heating and plumbing in basement and air vents on floors. Can you show me the standards you describe in your response?
What is see are excuses, and I see no accountability or apologies on Oakwood's part. They never have addressed the overall concerns their unhappy homeowner's have-like poor quality workmanship, poor quality products, overpriced design center options and now ignoring warranty issues. Oakwood places blame on the homeowner. There is no phone number to call, when I have asked for contact information for management, I am ignored. I truly understand you are in the business to make money, but do it honestly and for the benefit of the people who purchase your homes. Just be accountable - humble yourself and talk to your homeowners in person and just do the right thing. But in the end, shouldn't my Oakwood home be that "quality" home from day one and beyond one year?
Final Business Response /* (4000, 28, 2015/10/29) */
On behalf of Oakwood Homes, [redacted] and [redacted] met with Ms. [redacted] on Monday 10/26/2015 at 5pm at her home. She reviewed her concerns on her home as well as others in the neighborhood. All warranty items on her home had been completed with the exception of one which we agreed to fix and will follow through with that commitment. She may contact [redacted] for follow-up at [redacted]@oakwoodhomesco.com or XXX-XXX-XXXX. Thank you
Final Consumer Response /* (4200, 30, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though Mr. [redacted] and Mr. [redacted] did come to my home and we discussed my home issues, I was told Mr. [redacted] would be contacting me, so I have been waiting for that communication. They said the siding would be replaced however, we did not come to any resolution on the driveway cracks or heating issues. There were discussion how concrete cracks, though I continued to state, not in such a short amount of time and to expect such is due to poor quality of work. The heating and length of time to acquire any hot water was also talked about, but, in my opinion, no resolution was addressed, expect in my words-"live with it". Ideas were given, but at my cost. Still not feeling the love for Oakwood.

Complaint: [redacted]
I am rejecting this response because: Any significant fixes have yet to be completed. We are currently in the process of having to move out of our house for a second time for an entire week and live in a hotel with a 2 year old and a puppy because Oakwood first attempted to cover up all of their construction mistakes in our ceiling with paint and texture instead of having the issue fixed which is hopefully what they will be doing this time.Deplorable paint work has yet to be fixed. Crooked fixtures and crooked holes behind fixtures that show through around bad installs still need to be fixed as well as cleaning the paint off all the fixtures. The company that was here to fix the ceiling last time washed all of their tools in our backyard and stained all of our siding with whatever it is they use on the ceiling so that is now a ticket item. The last dry wallers took the texture off of areas of our walls and now we have areas with no texture. All wall switches still need to be switched out to bigger plates since Oakwood claims they cannot fix the extra large holes that their contractors made that stick out around our wall plates and outlets. Our bubbling siding still has not been addressed as well as the torn flashing on our back patio and the flashing on our front patio roof.The pace of work is unacceptable and the fact that we are again being forced out of our house and had to spend the weekend packing up all our belongings because of your mistakes is unacceptable. I also work from home where I have my office in the upstairs that is now all moved so I have to find somewhere else to run my business. These are the things that Oakwood isn't concerned with.Again, when ALL items are completed to our satisfaction and we have been compensated for the money we have spent on these moves, this case will be closed.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of...

Arbitration. 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 arbitration is necessary.
Sincerely,
[redacted]

Oakwood and homeowner are working tocomplete outstanding items.  Homeowner is out of town until 7/16 and Oakwood will schedule work day after homeowners return

Thank you, I have received the electric bills as of today and once an amount is determined will submit to accounting for a reimbursement check, this process takes approximately two weeks But I will try to expedite it.Regards,

Oakwood and the homeowner are working to get the final issues completed