Thank you for your correspondence,We apologize for the delay and any convenience the Home owner has experienced. An Oakwood representative was waiting for additional information in regards to the billing reimbursement issue, we have the information needed for water bill reimbursement for the...
affected time frame , the water surcharge for excessive usage was 49.97, Oakwood will issue a check reimbursement to cover the affected time frame and following month in the amount of 83.72 This will be processed today and the Home owner can expect a check delivered in the next two weeks once it clears our accounting department. there is no reimbursement approved for loss of heat as the venting was determined to be correct and specific cost for loss of heat in that area cannot be quantified, Oakwood has installed a flapper to help with this condition as a courtesy to the Home owner to resolve the issue. Rest assured we will be implementing policy and procedures to correct these delays going forward.Regards,
Thank you for your concerns, After speaking to the siding Manufacturer it has been determined that this home is on the manufacturers list for repair replacement and is on schedule to start the work in the Month of April," weather permitting", Once we have an affirmed date, the manufacturer will...
reach out to the Home owner to schedule the siding work. The concern with the vent will be looked into thru a community representative as the plans do not call for a vent in this location and there is no history during the warranty period indicating agreement for installing a vent, The concrete was inspected and was not covered under the warranty as there was no vertical displacement at time of inspection and surface deterioration is not warrantable for exterior concrete as exposed to the elements. Oakwood will continue to follow up with the Manufacturer until the siding has been completed and if determined that a vent is needed, will install as required.Regards,
Complaint: [redacted]
I am rejecting this response because:I am not comfortable closing this claim until ALL work is completed. ** came out on 8/25/2016 to look at our issues. We were barely contacted about work to be done the week of September 26, though when I gave my availability I never heard back. Recently they replaced my concrete in the front. At the time of the demolishing of the current pavement I told the workers that ** said we would get the step replaced and I had concern about another piece. I was rudely told to call ** and we did and didn't hear back from him. I understand he was out with a family emergency, but these are the hurdles we face with Oakwood almost every time we get something done. Even when they send someone out, they do not do the100% of the work they were supposed to. Leaving the issue half done and me to chase after them to get them to come back. I am tired of this back and forth. I am not willing to close this claim until ALL work is 100% done. We still have a lot open and working hard for me is not contacting me after I reject a claim to set something up and then not following through for a month.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Hello, We still have not gotten our issues resolved. [redacted] came by to check things out on 8-10-16. On August 16 he sent this email:"[redacted],I do apologize, I just figured out today that many emails I sent last week did not go out. Is there any way that I could get one of our punch companies in your home to knock out most of the caulking, painting and drywall repairs? If I can then likely the only items that wouldn’t be completed would be the hump in the basement floor, grout at the master bath floor and assessment and adjustment of the garage doors. Please let me know so I can get the appropriate paperwork out today if tomorrow can work. I would also come by for the humidifier as well.[redacted]"The company came by to do some things and to date have not rectified Humidifier and now other items from the walk through. We have not heard back from [redacted]. Thank you for your time regarding this matter, [redacted]
Sincerely,
[redacted]
Thank you, An Oakwood representative was contacted and has reached out to the trade partner to reschedule and revisit the repair to correct the issue for the Home owner, they are currently scheduling for the week of 4-24-14. An Oakwood representative will contact the Mr. [redacted] to schedule for that week. We apologize for any lack of service on our part and will work to correct the concern.Best Regards
Complaint: [redacted]
I am rejecting this response because: Oakwood specifically states in the documents that you sign when you close on your home with them that they are responsible for the first year of your warranty protection on all products in the house. While I understand the ability to control a 3rd party inspector is impossible, a 9 month wait, and deception that it would be done before closing on the home is unacceptable. This complaint will remain open until the issue is completely resolved and we the homeowners are satisfied with the outcome. Oakwood is more engaged in closing new business than helping clients that have already closed on their house with issues that arise. Again the reason for this complaint doesn't have anything to do with the 3rd party inspector, it is that we were basically lied to in order to get us to sign our closing papers, and then nothing was done for over 9 months and it is yet to be resolved.
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:as items that were discussed and that I have in writing from the builder are not on this list, I have included them below. The gas line was not completed on 5/3 as stated.The open space area was not seeded. Thermal Imaging I was told in an email on 3/30 that the Thermal Imaging was completed and they were waiting on a report and on your response it states that this still needs to be completed. Missing blind from HMI still not installedDrywall repair throughout the housePaint repair throughout the houseThird party floor inspection as still not been completedPayment for Radon testing, I will send this information over to the parties involved once againWhen this entire list is addressed I will accept
Sincerely,
[redacted]
Thank you for the concern,We reached out to our field representative Cornelius on 12-1-2016. He just left a message for the Homeowner in regards to this concern along with his contact information and to Our builder responsible for the siding concerns, we will update the Home owner as soon as we have...
a date or schedule lead time for completion of the siding concerns.Best Regards,[redacted].
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]
My name is [redacted] and I am the new Director of Customer Care for Oakwood Homes. I would like the opportunity to work with the homeowner to resolve these concerns. Please feel free to contact me at j[redacted]@oakwoodhomesco.com
Thank you for the concern, After reviewing the history in our system. This was inspected previously and determined that the homeowner had pitting on their front porch possibly from the use of salts or De icing chemicals. Under the warranty guidelines, surface deficiencies such as...
pitting or scaling would not be covered due to exposure to the elements and required maintenance. The homeowner was made aware of this previously and is not accepting of the answer. An Oakwood representative will look into alternative solutions in an attempt to resolve the concern and we will notify the home owner once we have any further updates.
Complaint: [redacted]I am rejecting this response because: Thank you. Because we live out of state, we need to be given a reasonable amount of time to purchase airline tickets so that we can be on site for the appointment. We have made numerous trips over the last year and a half for appointments with Oakwood, only to find out none of the work agreed upon was actually completed. We look forward to getting this work done, so we will make a trip out to Johnstown again when we know when the items will be addressed. Please remember that we have renters in the house and we have to give them notice that we will be addressing these issues at a specific time. That's why we wanted to get these issues taken care of prior to having tenants in the house.Sincerely,[redacted]
Thank you for bringing this to our attention, after researching it was determined that Oakwood homes had an engineer as the movement in the basement and driveway and determined that all movement was normal and no structural or safety concerns exist or need to be addressed at this time....
It was also noted that the concrete flatwork in question showed vertical displacement of at least a 1/4 inch and was replaced under the warranty. Under the Limited warranty we do not guarantee an exact match in color or texture due to enviromental conditions at the time of the pour. The rear patio hairline cracking is a normal condition of drying out and does not meet any vertical displacement criteria for replacement. Please let us know if there is any additional concerns that we are not aware of.Regards,[redacted]
Thank you,Oakwood has reached out to the field representative and the trade partner to inspect and determine a resolution for your request, once we have inspected and have a resolution in place, we will contact the homeowner to initiate any repairs or replacement.Regards,
Thank you for the concern,I have reached out to the trade partner responsible for the repairs as they do show scheduled in our system for the 18th, We will determine why this appointment was missed and reschedule to complete the needed repairs as quickly as possible.Regards,
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]
Complaint: [redacted]
I am rejecting this response because:I have quite the email trail of the times I've contacted you with pictures. You claim this was fixed on 10.25.17 per the request from the previous owner in August. I sent you an email on 12/11/17 with photos of damaged siding. I sent you an email again on 1.18.18 with photos of damaged siding taken on that day. And finally, I forwarded that chain to you just now in response to your answer. This complaint will not be closed until the siding is fixed. I've reached out to you multiple times regarding this matter in the manner in which you have requested with the proof you have requested.
Sincerely,
[redacted]
Thank you for your correspondence,We apologize for the delay and any convenience the Home owner has experienced. An Oakwood representative was waiting for additional information in regards to the billing reimbursement issue, we have the information needed for water bill reimbursement for the...
affected time frame , the water surcharge for excessive usage was 49.97, Oakwood will issue a check reimbursement to cover the affected time frame and following month in the amount of 83.72 This will be processed today and the Home owner can expect a check delivered in the next two weeks once it clears our accounting department. there is no reimbursement approved for loss of heat as the venting was determined to be correct and specific cost for loss of heat in that area cannot be quantified, Oakwood has installed a flapper to help with this condition as a courtesy to the Home owner to resolve the issue. Rest assured we will be implementing policy and procedures to correct these delays going forward.Regards,
Thank you for your concerns, After speaking to the siding Manufacturer it has been determined that this home is on the manufacturers list for repair replacement and is on schedule to start the work in the Month of April," weather permitting", Once we have an affirmed date, the manufacturer will...
reach out to the Home owner to schedule the siding work. The concern with the vent will be looked into thru a community representative as the plans do not call for a vent in this location and there is no history during the warranty period indicating agreement for installing a vent, The concrete was inspected and was not covered under the warranty as there was no vertical displacement at time of inspection and surface deterioration is not warrantable for exterior concrete as exposed to the elements. Oakwood will continue to follow up with the Manufacturer until the siding has been completed and if determined that a vent is needed, will install as required.Regards,
Complaint: [redacted]
I am rejecting this response because:I am not comfortable closing this claim until ALL work is completed. ** came out on 8/25/2016 to look at our issues. We were barely contacted about work to be done the week of September 26, though when I gave my availability I never heard back. Recently they replaced my concrete in the front. At the time of the demolishing of the current pavement I told the workers that ** said we would get the step replaced and I had concern about another piece. I was rudely told to call ** and we did and didn't hear back from him. I understand he was out with a family emergency, but these are the hurdles we face with Oakwood almost every time we get something done. Even when they send someone out, they do not do the100% of the work they were supposed to. Leaving the issue half done and me to chase after them to get them to come back. I am tired of this back and forth. I am not willing to close this claim until ALL work is 100% done. We still have a lot open and working hard for me is not contacting me after I reject a claim to set something up and then not following through for a month.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Hello, We still have not gotten our issues resolved. [redacted] came by to check things out on 8-10-16. On August 16 he sent this email:"[redacted],I do apologize, I just figured out today that many emails I sent last week did not go out. Is there any way that I could get one of our punch companies in your home to knock out most of the caulking, painting and drywall repairs? If I can then likely the only items that wouldn’t be completed would be the hump in the basement floor, grout at the master bath floor and assessment and adjustment of the garage doors. Please let me know so I can get the appropriate paperwork out today if tomorrow can work. I would also come by for the humidifier as well.[redacted]"The company came by to do some things and to date have not rectified Humidifier and now other items from the walk through. We have not heard back from [redacted]. Thank you for your time regarding this matter, [redacted]
Sincerely,
[redacted]
Oakwood has been working directly with the homeowner to get all outstanding warrantable items completed
Thank you, An Oakwood representative was contacted and has reached out to the trade partner to reschedule and revisit the repair to correct the issue for the Home owner, they are currently scheduling for the week of 4-24-14. An Oakwood representative will contact the Mr. [redacted] to schedule for that week. We apologize for any lack of service on our part and will work to correct the concern.Best Regards
Complaint: [redacted]
I am rejecting this response because: Oakwood specifically states in the documents that you sign when you close on your home with them that they are responsible for the first year of your warranty protection on all products in the house. While I understand the ability to control a 3rd party inspector is impossible, a 9 month wait, and deception that it would be done before closing on the home is unacceptable. This complaint will remain open until the issue is completely resolved and we the homeowners are satisfied with the outcome. Oakwood is more engaged in closing new business than helping clients that have already closed on their house with issues that arise. Again the reason for this complaint doesn't have anything to do with the 3rd party inspector, it is that we were basically lied to in order to get us to sign our closing papers, and then nothing was done for over 9 months and it is yet to be resolved.
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:as items that were discussed and that I have in writing from the builder are not on this list, I have included them below. The gas line was not completed on 5/3 as stated.The open space area was not seeded. Thermal Imaging I was told in an email on 3/30 that the Thermal Imaging was completed and they were waiting on a report and on your response it states that this still needs to be completed. Missing blind from HMI still not installedDrywall repair throughout the housePaint repair throughout the houseThird party floor inspection as still not been completedPayment for Radon testing, I will send this information over to the parties involved once againWhen this entire list is addressed I will accept
Sincerely,
[redacted]
Thank you for the concern,We reached out to our field representative Cornelius on 12-1-2016. He just left a message for the Homeowner in regards to this concern along with his contact information and to Our builder responsible for the siding concerns, we will update the Home owner as soon as we have...
a date or schedule lead time for completion of the siding concerns.Best Regards,[redacted].
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]
My name is [redacted] and I am the new Director of Customer Care for Oakwood Homes. I would like the opportunity to work with the homeowner to resolve these concerns. Please feel free to contact me at j[redacted]@oakwoodhomesco.com
Thank you for the concern, After reviewing the history in our system. This was inspected previously and determined that the homeowner had pitting on their front porch possibly from the use of salts or De icing chemicals. Under the warranty guidelines, surface deficiencies such as...
pitting or scaling would not be covered due to exposure to the elements and required maintenance. The homeowner was made aware of this previously and is not accepting of the answer. An Oakwood representative will look into alternative solutions in an attempt to resolve the concern and we will notify the home owner once we have any further updates.
Complaint: [redacted]I am rejecting this response because: Thank you. Because we live out of state, we need to be given a reasonable amount of time to purchase airline tickets so that we can be on site for the appointment. We have made numerous trips over the last year and a half for appointments with Oakwood, only to find out none of the work agreed upon was actually completed. We look forward to getting this work done, so we will make a trip out to Johnstown again when we know when the items will be addressed. Please remember that we have renters in the house and we have to give them notice that we will be addressing these issues at a specific time. That's why we wanted to get these issues taken care of prior to having tenants in the house.Sincerely,[redacted]
Thank you for bringing this to our attention, after researching it was determined that Oakwood homes had an engineer a
s the movement in the basement and driveway and determined that all movement was normal and no structural or safety concerns exist or need to be addressed at this time....
It was also noted that the concrete flatwork in question showed vertical displacement of at least a 1/4 inch and was replaced under the warranty. Under the Limited warranty we do not guarantee an exact match in color or texture due to enviromental conditions at the time of the pour. The rear patio hairline cracking is a normal condition of drying out and does not meet any vertical displacement criteria for replacement. Please let us know if there is any additional concerns that we are not aware of.Regards,[redacted]
Thank you,Oakwood has reached out to the field representative and the trade partner to inspect and determine a resolution for your request, once we have inspected and have a resolution in place, we will contact the homeowner to initiate any repairs or replacement.Regards,
Oakwood is going to find an independent trade to complete the outstanding work. This should shorten the repair timeline
Thank you for the concern,I have reached out to the trade partner responsible for the repairs as they do show scheduled in our system for the 18th, We will determine why this appointment was missed and reschedule to complete the needed repairs as quickly as possible.Regards,
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]
Complaint: [redacted]
I am rejecting this response because:I have quite the email trail of the times I've contacted you with pictures. You claim this was fixed on 10.25.17 per the request from the previous owner in August. I sent you an email on 12/11/17 with photos of damaged siding. I sent you an email again on 1.18.18 with photos of damaged siding taken on that day. And finally, I forwarded that chain to you just now in response to your answer. This complaint will not be closed until the siding is fixed. I've reached out to you multiple times regarding this matter in the manner in which you have requested with the proof you have requested.
Sincerely,
[redacted]