Complaint: [redacted]
I am rejecting this response because: We asked for a copy of the sales contract because it had redacted pricing and we could not determine how much we have been charged and paid for with regards to the "upgrades" on the home, especially since we did not select ANYTHING that...
went into the home, we feel we were over charged and the only way to determine if we paid for what we thought we paid for is to obtain a contract where the builder isn't hiding the pricing, I have attached what they sent to me, after you requested them to send the correct information. We again reject the response as Oakwood did not provide what was requested.
Sincerely,
[redacted]
Thank you, Our Oakwood representative reached out today to this Home owner to discuss the process, the home was inspected on 12-5-16 and we are waiting on The manufacturer for final resolution, We have the homeowner on our manufacturer lists of concerns to be addressed in regards to this specific...
issue and will schedule accordingly once we have a start date from the manufacturer. An Oakwood representative is in email contact with the buyer as of today and has also been in contact with the manufacturer, replacement or repair will also be weather dependent.Regards,
Complaint: [redacted]
I am rejecting this response because Oakwood Homes has made no attempt to address the issue regarding the irrigation water main leak (bad connection between irrigation main and backflow preventer). I have...
made a multitude of attempts to get in contact with [redacted], as well as other members of the Oakwood Customer Care department, and have not had any of my calls or emails addressed. Oakwood Homes' failure to address this problem continues to delay all landscaping work at my home, which is required to be completed soon in order for me to get my landscaping deposit out of escrow. The issue is covered under warranty, and would take a likely take a professional a matter of minutes to repair. Nevertheless, my wife and I have been trying for over two months to have this addressed, with not so much as a phone call response.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
The manufacturer is behind in production. Oakwood has spoken to the homeowner and has agreed to reimburse her the amount for the washer and dryer.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/25) */
(The consumer indicated he/she ACCEPTED...
Initial Business Response /* (1000, 10, 2015/08/06) */
Thank you for the opportunity to respond. The leak was resolved on 7/27/15. The drywall is complete and we are in the process of scheduling the painters. The other remaining items will be inspected at the one year warranty walk, as agreed by...
the homeowner and Oakwood representatives.
Thank you
Oakwood Homes LLC
Complaint: [redacted]
I am rejecting this response because:In absence of a clear schedule and commitment I do not believe...
Oakwood will pursue a solution. It has been near a year since this issue was revealed and has it not been for my continued harassment I would have no idea Oakwood is even aware of the problem.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: we had the field representative come out to look...
at the concerns. He is new to this area, I also heard he is not permanent replacement. There is a lot of other homes that are waiting on scheduling too. We met with him on August 25 and have not been contacted about our in home repairs since. I understand that he needs to catch up. This complaint should not be closed until the work is completed. I have had this exact issue with Oakwood well over 5 times in the last 9 months.
Sincerely,
[redacted]
Thank you for your correspondence, An Oakwood representative has reached out to the Home owner today and has scheduled the remaining repairs for January 24th and will confirm all work as well as an additional inspection to determine the cause of the noise concern. Concrete work will be scheduled...
based on weather conditions and availability once a bid has been received, A manager will follow up and confirm the trades that are scheduled. We will work to resolve these concern as quickly as possible and continue to communicate to the Homeowner as we work towards a resolution.Regards,
The amount that was agreed upon between the homeowner and the vice president of warranty has been proceed and the concerns with the master bathroom has been addressed and reported complete.
Thank you, After researching the concerns listed, It appears the roofing tile concern was inspected and addressed on 1-30-2017 thru work order # [redacted] all broken tiles were replaced by [redacted].The siding concern was also addressed thru work order # [redacted] on1-23-2017 thru...
the same trade partner, I have a Home Owners signature verifying completion of these concerns. I do not show any history of a cabinet issue noted within the first year material and workmanship warranty, the home closed on 9-6-2013 and the one year material and workmanship warranty expired on 9-6-2014.Regards,
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.
I spoke to Mrs. [redacted] 1/20/17. [redacted], our manufacturer's representative has submitted this claim to his technical department for possible reimbursement for the proposed work of siding replacement. We were also finally able to install the screen on their neighbor's home which will help reduce the reflection which created the siding issue initially. [redacted] is supposed to communicate back to me once he has received information regarding the reimbursement. We did set the expectation of having a decision the first week of February and I plan on following up with the [redacted]'s no later than February third regardless of what information we have.
Complaint: [redacted]
I am rejecting this response because:I have been fighting Oakwood since January. I am in law school and am unable to have people in the house during the day. I study at home. I am not willing to let Oakwood affect my schooling after I fought to work with them all summer when I was home all day every day.
Sincerely,
[redacted]
The homeowners Grade and landscaping will be completed by 7/11. The siding is in the manufacturers warranty program and will be corrected when they review and release. all other items complete
Oakwood is working with the homeowner to complete the outstanding work. Oakwood will do its best to work around homeowners schedule, but cannot guarantee night and weekend work
Thank you for bringing this concern to our attention,After researching these concerns , it was found that all concerns were addressed and completed except for the concrete concerns as the associate that was resolving is no longer with the company, we will have another associate address that concern....
I do show that a release was issued and signed by the home owner for repairs for the water leak and subsequent electric bills, this was signed and a check was issued to the home owner on 2-5-16 and cashed by the home owner on 2-16-16. We will have a warranty representative reach out to determine what warrantable items remain and resolve accordingly.Regards,
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.
Initial Business Response /* (1000, 9, 2015/10/26) */
On behalf of Oakwood Homes, I [redacted], its Director of Customer Care, do apologize for the lack of communication and response to Ms. [redacted]. I would like to personally meet with you in order to help resolve these concerns in a more timely...
manner. If you can please provide me with email documentation that all of these concerns were brought up within the first year warranty, this would be very helpful. You may contact me directly at [redacted]@oakwoodhomesco.com.
Thank you. [redacted]
Complaint: [redacted]
I am rejecting this response because: We asked for a copy of the sales contract because it had redacted pricing and we could not determine how much we have been charged and paid for with regards to the "upgrades" on the home, especially since we did not select ANYTHING that...
went into the home, we feel we were over charged and the only way to determine if we paid for what we thought we paid for is to obtain a contract where the builder isn't hiding the pricing, I have attached what they sent to me, after you requested them to send the correct information. We again reject the response as Oakwood did not provide what was requested.
Sincerely,
[redacted]
Thank you, Our Oakwood representative reached out today to this Home owner to discuss the process, the home was inspected on 12-5-16 and we are waiting on The manufacturer for final resolution, We have the homeowner on our manufacturer lists of concerns to be addressed in regards to this specific...
issue and will schedule accordingly once we have a start date from the manufacturer. An Oakwood representative is in email contact with the buyer as of today and has also been in contact with the manufacturer, replacement or repair will also be weather dependent.Regards,
Complaint: [redacted]
I am rejecting this response because Oakwood Homes has made no attempt to address the issue regarding the irrigation water main leak (bad connection between irrigation main and backflow preventer). I have...
made a multitude of attempts to get in contact with [redacted], as well as other members of the Oakwood Customer Care department, and have not had any of my calls or emails addressed. Oakwood Homes' failure to address this problem continues to delay all landscaping work at my home, which is required to be completed soon in order for me to get my landscaping deposit out of escrow. The issue is covered under warranty, and would take a likely take a professional a matter of minutes to repair. Nevertheless, my wife and I have been trying for over two months to have this addressed, with not so much as a phone call response.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/23) */
The manufacturer is behind in production. Oakwood has spoken to the homeowner and has agreed to reimburse her the amount for the washer and dryer.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/25) */
(The consumer indicated he/she ACCEPTED...
the response from the business.)
Initial Business Response /* (1000, 10, 2015/08/06) */
Thank you for the opportunity to respond. The leak was resolved on 7/27/15. The drywall is complete and we are in the process of scheduling the painters. The other remaining items will be inspected at the one year warranty walk, as agreed by...
the homeowner and Oakwood representatives.
Thank you
Oakwood Homes LLC
Complaint: [redacted]
I am rejecting this response because:In absence of a clear schedule and commitment I do not believe...
Oakwood will pursue a solution. It has been near a year since this issue was revealed and has it not been for my continued harassment I would have no idea Oakwood is even aware of the problem.
Sincerely,
[redacted]
Oakwood has been in contact with the homeowner. Oakwood understands the homeowners frustration and is working to take care of the outstanding items.
Complaint: [redacted]
I am rejecting this response because: we had the field representative come out to look...
at the concerns. He is new to this area, I also heard he is not permanent replacement. There is a lot of other homes that are waiting on scheduling too. We met with him on August 25 and have not been contacted about our in home repairs since. I understand that he needs to catch up. This complaint should not be closed until the work is completed. I have had this exact issue with Oakwood well over 5 times in the last 9 months.
Sincerely,
[redacted]
Thank you for your correspondence, An Oakwood representative has reached out to the Home owner today and has scheduled the remaining repairs for January 24th and will confirm all work as well as an additional inspection to determine the cause of the noise concern. Concrete work will be scheduled...
based on weather conditions and availability once a bid has been received, A manager will follow up and confirm the trades that are scheduled. We will work to resolve these concern as quickly as possible and continue to communicate to the Homeowner as we work towards a resolution.Regards,
The amount that was agreed upon between the homeowner and the vice president of warranty has been proceed and the concerns with the master bathroom has been addressed and reported complete.
Thank you, After researching the concerns listed, It appears the roofing tile concern was inspected and addressed on 1-30-2017 thru work order # [redacted] all broken tiles were replaced by [redacted].The siding concern was also addressed thru work order # [redacted] on1-23-2017 thru...
the same trade partner, I have a Home Owners signature verifying completion of these concerns. I do not show any history of a cabinet issue noted within the first year material and workmanship warranty, the home closed on 9-6-2013 and the one year material and workmanship warranty expired on 9-6-2014.Regards,
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.
I spoke to Mrs. [redacted] 1/20/17. [redacted], our manufacturer's representative has submitted this claim to his technical department for possible reimbursement for the proposed work of siding replacement. We were also finally able to install the screen on their neighbor's home which will help reduce the reflection which created the siding issue initially. [redacted] is supposed to communicate back to me once he has received information regarding the reimbursement. We did set the expectation of having a decision the first week of February and I plan on following up with the [redacted]'s no later than February third regardless of what information we have.
Complaint: [redacted]
I am rejecting this response because:I have been fighting Oakwood since January. I am in law school and am unable to have people in the house during the day. I study at home. I am not willing to let Oakwood affect my schooling after I fought to work with them all summer when I was home all day every day.
Sincerely,
[redacted]
The homeowners Grade and landscaping will be completed by 7/11. The siding is in the manufacturers warranty program and will be corrected when they review and release. all other items complete
Oakwood is working with the homeowner to complete the outstanding work. Oakwood will do its best to work around homeowners schedule, but cannot guarantee night and weekend work
Thank you for bringing this concern to our attention,After researching these concerns , it was found that all concerns were addressed and completed except for the concrete concerns as the associate that was resolving is no longer with the company, we will have another associate address that concern....
I do show that a release was issued and signed by the home owner for repairs for the water leak and subsequent electric bills, this was signed and a check was issued to the home owner on 2-5-16 and cashed by the home owner on 2-16-16. We will have a warranty representative reach out to determine what warrantable items remain and resolve accordingly.Regards,
Oakwood has assigned a new representative to work with the homeowner to complete the outstanding issue with the Humidifier
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.
Initial Business Response /* (1000, 9, 2015/10/26) */
On behalf of Oakwood Homes, I [redacted], its Director of Customer Care, do apologize for the lack of communication and response to Ms. [redacted]. I would like to personally meet with you in order to help resolve these concerns in a more timely...
manner. If you can please provide me with email documentation that all of these concerns were brought up within the first year warranty, this would be very helpful. You may contact me directly at [redacted]@oakwoodhomesco.com.
Thank you. [redacted]