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]
Complaint: [redacted]
I am rejecting this response because:The work and service here is just awful. I can't believe we are being left with this work!! I would've rather had our driveway with the displacement than looking like it does. We live in a nice area, paid a lot of money for this home, and it is purely 100% unacceptable to be left with our driveway and patio looking like this!! What happens when HOA notices the driveway? They won't think this is an okay way to present the neighborhood! Others right around us have had entire driveways replaced for similar reasons as our displacements--what did they have to do to get Oakwood to make things right? When here at my home in September, the Regional Manager [redacted] Woodroof said that they would get an expert opinion on the driveway before replacing anything to make sure it was done right and didn't, and the contractor's recommendation was ignored! [redacted] and [redacted] told me to tell them when the patio moved more so it could be addressed. It moved a LOT and is in terrible condition, so I let them know and now I'm being told it's normal and nothing will be done! No one can explain why they, and Oakwood, are going back on their words! I'm at a complete loss.
Sincerely,
[redacted]
Oakwood Homes has reached out to this home owner, we currently are scheduling the concrete concerns and are working thru our trade partner to resolve siding concerns as well as inspect the additional concern in regards to fencing. A Customer Care representative will reach out to schedule the...
appropriate trades to complete ant warrantable work.
Complaint: [redacted]
I am rejecting this response because: This is the same thing they have been telling repeatedly. They say someone will be contacted me and nothing happens. There are times that they do schedule for someone to come by but noone shows up. This is my major frustration. I jsut want everything to be completed
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]
[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, as long as Oakwood keep their schedule of 11/18/16.
Sincerely,
[redacted]
The field Representative has reached out to the homeowner to inspect the electrical and see if there is any more action needed. The bathroom fan is a continuously running fan, this way the house can keep the air pressure needed to have the house run as efficiently as possible. This plan...
of house did not require a door to the basement and it should not have affected a radon test.
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
Initial Business Response /* (1000, 5, 2015/10/28) */
On behalf of Oakwood Homes I, [redacted] Director of Customer Care, would like to meet with you personally to review your concerns. I know you have met with many different associates from Oakwood and I hope that I can bring back your...
confidence in myself and my team to remedy your concerns in a timely manner. Myself and [redacted], are holding a "Meet and Greet" at the Fairway Villas Clubhouse Thursday [redacted] at [redacted] to meet the homeowners of the community and I hope you will join. Please contact [redacted] at [redacted]@oakwoodhomesco.com to schedule an appointment. Thank you.
[redacted],As you stated, we have knocked off the protruding deck screws so they should not pose a risk of injury to you or your family. Regarding the other two items, being the loose grabrail at you stairs and the spider cracks in the one wall location in your stucco, the grabrail has been taken care of and is reinforced. The stucco will be completed by next week. We are performing the stucco repair as a courtesy, as the hairline cracks do not fall short of the performance standards for stucco. In light of that, please continue to be patient, as we are trying to go above and beyond to make this correction. Thanks,[redacted]
Thank you,We have reached out and requested dates from the home owner on 6/20 but they do not want to start the process over with our flooring trade. Below is the resolutions to the concerns so far, We have not had the opportunity to reinspect as the original liaison is no longer in the community....
We will email the resolutions to the concerns to the home owner today and ask again for a schedule date to complete as much of the work as we can.order cabinet parts, schedule concrete repairs, schedule front door adjustment, schedule trash pick up, removal of landscape ties, concrete pile submitted to construction and land development, fire place is in working condition and to code, no issueRegards,
Complaint: [redacted]
I am rejecting this response because:After reading Oakwood Homes explanation of how the damage occurred, and how I contributed it, it still does not explain how the cracks developed before I ha d a chance to close on the house (I have photos of the crack(s) before siding was put on the house) and advance spreading of the cracks months before landscaping was installed and the "cerified" grade was changed. I can completel y understand if the cracks were formed after I installed the landscaping and advanced while watering the sod, but that was not the case. The pictures I took show the cracks before I moved in and also show how they quickly spread throughout the concrete before landscaping was put in. I was initially told that it occurs due to the settling, and when it spread I was told that the "caulk" placed in between the cracks would remedy it. Then when it became unbearably obvious that the concrete is braking apart, I was told that it was due to my landscaping. Blame was shifted to me. Also in Oakwoods reply, I read that I did not have my gutter spouts down, which sometimes I did forget to lay them back down but having them down sparingly would not and should not cause that much damage in a year and a half.
Sincerely,
[redacted]
Thank you, my records indicate the tile repairs took place July 10th thru the 13th and were completed. the siding concern has been brought to the attention of the manufacturer and they are working thru a resolution, I do see where they have it on a spreadsheet but no date for repairs has been set, the home owner can also file a claim thru them by contacting [redacted] as they are handling direct Oakwood does not have dates and times of repair. The siding representative contact handling the claim is [redacted] at [redacted] and we have reached out to him for an update as to this specific claim. best regards,
An Oakwood Home associate, [redacted], has been in contact with the customer and working to complete the customer's warrantable conditions. Attached you will find a working list of concerns we are addressing as well as an email apologizing for the lack of response and an attempt to schedule remaining work. We apologize for any frustration caused by the situation and appreciate your patience as we work together to complete your work. Thank you
Thank you, Oakwood will issue a new work order to the landscaper to revisit and complete repairs to the landscaping as agreed in the first year, Oakwood will schedule for an HVAC trade to reinspect at the line set and condensate lines and determine what needs to be done under the warranty....
Oakwood has reached out to the trade and manufacturer for the siding as it would fall under a manufacturers defect in regards to the siding and will forward their response to the Homeowner and complete anything under the warranty as quickly as possible. We hope to resolve as soon as possible and apologize to this home owner for any lack of service.Best Regards,
Complaint: [redacted]
I am rejecting this response because:it does not provide a date of resolution. It's empty promises and I have been told this before and it is now 8 months later. I need a scheduled...
date for repairs. I need follow through. My complaint still stands until I receive a resolution, and not an empty promise as I have received on multiple occasions.
Sincerely,
[redacted] [redacted]
Thank you,We had two associates meet with this homeowner today to inspect and discuss a resolution, once we have an action plan we will coordinate any scheduling with the homeowner,
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]
Complaint: [redacted]
I am rejecting this response because:The work and service here is just awful. I can't believe we are being left with this work!! I would've rather had our driveway with the displacement than looking like it does. We live in a nice area, paid a lot of money for this home, and it is purely 100% unacceptable to be left with our driveway and patio looking like this!! What happens when HOA notices the driveway? They won't think this is an okay way to present the neighborhood! Others right around us have had entire driveways replaced for similar reasons as our displacements--what did they have to do to get Oakwood to make things right? When here at my home in September, the Regional Manager [redacted] Woodroof said that they would get an expert opinion on the driveway before replacing anything to make sure it was done right and didn't, and the contractor's recommendation was ignored! [redacted] and [redacted] told me to tell them when the patio moved more so it could be addressed. It moved a LOT and is in terrible condition, so I let them know and now I'm being told it's normal and nothing will be done! No one can explain why they, and Oakwood, are going back on their words! I'm at a complete loss.
Sincerely,
[redacted]
Oakwood is working to complete all outstanding concerns for the homeowner
Oakwood Homes has reached out to this home owner, we currently are scheduling the concrete concerns and are working thru our trade partner to resolve siding concerns as well as inspect the additional concern in regards to fencing. A Customer Care representative will reach out to schedule the...
appropriate trades to complete ant warrantable work.
Complaint: [redacted]
I am rejecting this response because: This is the same thing they have been telling repeatedly. They say someone will be contacted me and nothing happens. There are times that they do schedule for someone to come by but noone shows up. This is my major frustration. I jsut want everything to be completed
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]
[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, as long as Oakwood keep their schedule of 11/18/16.
Sincerely,
[redacted]
The field Representative has reached out to the homeowner to inspect the electrical and see if there is any more action needed. The bathroom fan is a continuously running fan, this way the house can keep the air pressure needed to have the house run as efficiently as possible. This plan...
of house did not require a door to the basement and it should not have affected a radon test.
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
Initial Business Response /* (1000, 5, 2015/10/28) */
On behalf of Oakwood Homes I, [redacted] Director of Customer Care, would like to meet with you personally to review your concerns. I know you have met with many different associates from Oakwood and I hope that I can bring back your...
confidence in myself and my team to remedy your concerns in a timely manner. Myself and [redacted], are holding a "Meet and Greet" at the Fairway Villas Clubhouse Thursday [redacted] at [redacted] to meet the homeowners of the community and I hope you will join. Please contact [redacted] at [redacted]@oakwoodhomesco.com to schedule an appointment. Thank you.
[redacted],As you stated, we have knocked off the protruding deck screws so they should not pose a risk of injury to you or your family. Regarding the other two items, being the loose grabrail at you stairs and the spider cracks in the one wall location in your stucco, the grabrail has been taken care of and is reinforced. The stucco will be completed by next week. We are performing the stucco repair as a courtesy, as the hairline cracks do not fall short of the performance standards for stucco. In light of that, please continue to be patient, as we are trying to go above and beyond to make this correction. Thanks,[redacted]
Thank you,We have reached out and requested dates from the home owner on 6/20 but they do not want to start the process over with our flooring trade. Below is the resolutions to the concerns so far, We have not had the opportunity to reinspect as the original liaison is no longer in the community....
We will email the resolutions to the concerns to the home owner today and ask again for a schedule date to complete as much of the work as we can.order cabinet parts, schedule concrete repairs, schedule front door adjustment, schedule trash pick up, removal of landscape ties, concrete pile submitted to construction and land development, fire place is in working condition and to code, no issueRegards,
Complaint: [redacted]
I am rejecting this response because:After reading Oakwood Homes explanation of how the damage occurred, and how I contributed it, it still does not explain how the cracks developed before I ha d a chance to close on the house (I have photos of the crack(s) before siding was put on the house) and advance spreading of the cracks months before landscaping was installed and the "cerified" grade was changed. I can completel y understand if the cracks were formed after I installed the landscaping and advanced while watering the sod, but that was not the case. The pictures I took show the cracks before I moved in and also show how they quickly spread throughout the concrete before landscaping was put in. I was initially told that it occurs due to the settling, and when it spread I was told that the "caulk" placed in between the cracks would remedy it. Then when it became unbearably obvious that the concrete is braking apart, I was told that it was due to my landscaping. Blame was shifted to me. Also in Oakwoods reply, I read that I did not have my gutter spouts down, which sometimes I did forget to lay them back down but having them down sparingly would not and should not cause that much damage in a year and a half.
Sincerely,
[redacted]
Thank you, my records indicate the tile repairs took place July 10th thru the 13th and were completed. the siding concern has been brought to the attention of the manufacturer and they are working thru a resolution, I do see where they have it on a spreadsheet but no date for repairs has been set, the home owner can also file a claim thru them by contacting [redacted] as they are handling direct Oakwood does not have dates and times of repair. The siding representative contact handling the claim is [redacted] at [redacted] and we have reached out to him for an update as to this specific claim. best regards,
An Oakwood Home associate, [redacted], has been in contact with the customer and working to complete the customer's warrantable conditions. Attached you will find a working list of concerns we are addressing as well as an email apologizing for the lack of response and an attempt to schedule remaining work. We apologize for any frustration caused by the situation and appreciate your patience as we work together to complete your work. Thank you
Thank you, Oakwood will issue a new work order to the landscaper to revisit and complete repairs to the landscaping as agreed in the first year, Oakwood will schedule for an HVAC trade to reinspect at the line set and condensate lines and determine what needs to be done under the warranty....
Oakwood has reached out to the trade and manufacturer for the siding as it would fall under a manufacturers defect in regards to the siding and will forward their response to the Homeowner and complete anything under the warranty as quickly as possible. We hope to resolve as soon as possible and apologize to this home owner for any lack of service.Best Regards,
Complaint: [redacted]
I am rejecting this response because:it does not provide a date of resolution. It's empty promises and I have been told this before and it is now 8 months later. I need a scheduled...
date for repairs. I need follow through. My complaint still stands until I receive a resolution, and not an empty promise as I have received on multiple occasions.
Sincerely,
[redacted] [redacted]
Oakwood Homes Customer Care Liaison reached out to the homeowner on 3/25 and the warranty work has been scheduled for 4/5 & 4/6/2016.
The warranty liaison has scheduled and confirmed a work day for the outstanding concerns to be completed on June 2, 2016 with the homeowner.
Thank you,We had two associates meet with this homeowner today to inspect and discuss a resolution, once we have an action plan we will coordinate any scheduling with the homeowner,