Initial Business Response /* (1000, 10, 2015/10/23) */
Oakwood Homes would appreciate the opportunity to work with Ms. [redacted] towards a timely resolution to her concerns and apologizes for any delay in response to warranty requests and open concerns from the time of closing. Please email [redacted]...
[redacted] and Oakwood Customer Care at [redacted]@oakwoodhomesco.com and [redacted]@oakwoodhomesco.com, respectively. Thank you for bringing this matter to our attention. Your concerns are important to us and we value you as a customer.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Oakwood Customer Care time and time again and my home still has the same outstanding issues it had from the time we moved in. The issues were brought to their attention a year ago and at least every other month since than. Oakwood did redo the driveway and front step but it is already chipping away and the stone on my home around the garage was damaged. Oakwood has had us stay home time and time again stating that they have scheduled work to be completed and yet they do not show up or even provide a cancellation notice of any form. Oakwood still has not repaired anything except the garage floor and half the driveway but in the process they have damaged the other half of the driveway and the stone surrounding the garage. Tile, drywall, cabinets, and everything else listed in the original compliant still outstanding.
Oakwood was notified that I had to respond to this action by Nov. 5th and yet they didn't schedule anything to be completed till the 9th of Nov. and they did not provide any information on the work they planned to complete on that day. I am not confident that they will even show up due to the amount of times they have failed to show up in the past (no call / no show).
Final Consumer Response /* (4200, 16, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The homebuilder has fixed the texture in the kitchen and great room. Grout and caulking in the master bathroom has not been scheduled. The stone around the garage door was knocked out when the garage floor was re done and has not been fixed. Tile in the kitchen was torn out and looks a lot better but is still missing tiles. Workers were not provided with enough material to complete the job. Kitchen tile in kitchen is not finished. The front podium is still separating and needs a carpenter to fix the issue. The drywall on the master bathroom ceiling is not consistent and looks like there was a patch job. There are broken beams in the basement that are broken.
Final Business Response /* (4000, 18, 2015/12/11) */
The warranty manager has scheduled another work date for 12/18 and has a call into the homeowner to confirm a follow up work day of any remaining items for 12/21/2015.
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 your concern, Again we have had the installer as well as the manufacturer inspect the floor and determine that there is not a manufacturing defect, The trade has agreed to replace the 20 or so boards that show a concern. As we cannot predict what if any additional issues should arise going forward, we can only address the existing concern and revisit should additional concerns present themselves, Oakwood and the trade partner are willing to repair the affected area if given permission to do so, if we do not receive permission we will consider the matter resolved.Regards,
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]
[redacted] was working with My predecessor [redacted]. My records indicated that he was not approving some of this work. My fiel supervisor is sending me all the information on this house. If the homeowner has approval in writing we will correct. Once I receive all information I will get with Mrs. [redacted] for Final resolution
Thank you for your concern, I have reached out to the installer and service representative as well as the manufacturer of the product for the history regarding this concern and once reviewed will respond back with a resolution to the issue.
Initial Business Response /* (1000, 8, 2015/08/11) */
Thank you for the opportunity to respond. Oakwood Homes is in the process of addressing the flooring. This had to be rescheduled to 8/17/2015 due to homeowner availability. The surveyors were at the home on 8/10/15. We are waiting on the results...
from the surveyor. Oakwood Homes will follow up with the homeowner again after the work day of 8/17/15.
Thank you - Oakwood Homes LLC
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 8/19/15 we are still waiting for the grading to be scheduled and completed.
Final Consumer Response /* (4200, 18, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 9/16 we still have pockets in the lawn that flood after only 5 minutes of watering. I was told GVR Landscapes would be by to patch the dead sod and that this would fix the issue. That was on August 28th.
THIS IS STILL NOT FIXED.
Final Business Response /* (4000, 20, 2015/09/28) */
The sod repair has been rescheduled for 9/29/15.
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]
Complaint: [redacted]
I am rejecting this response because:After 14 days and numerous emails, [redacted] from warranty finally got back to us and wants to schedule out another 2 weeks to try and get some of our things done and we will again be going in a circle because now that paint has been here, texture has to come back and then paint will have to come back again.Siding issues have not been resolved and have not been scheduled so at this point that has not been addressed.We requested all these issues to be completed by the time family came in November... That gave you MORE than 7 months and now that will not be happening.When all issues are resolved, we will close this case.
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 as long as it doesn't take more than a few weeks to hear back from Oakwood.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/10/14) */
I am the new [redacted] of [redacted]. I would like the opportunity to work with the homeowner to resolve their concerns. I can be reached at [redacted]@oakwoodhomesco.com
Initial Consumer Rebuttal /* (4200, 15, 2015/11/02)...
*/
This complaint has not been closed, it is still pending and there has not been any resolution.
Final Business Response /* (4000, 17, 2015/11/09) */
Oakwood has reimbursed the homeowner for the installation of the garage door. It has been determined that the grade has been altered by the homeowner therefore Oakwood will take no action. Please see the attached -
Oakwood is working with the homeowner to complete the outstanding agreed upon issues. Our representatives have been in contact and are working towards a resolution
Complaint: [redacted]
I am rejecting this response because:As of this date, we still have a long list of unresolved issues. We have also had work scheduled to be done since June without anything more than a couple quick fixes completed so until all the work is completed, promises of work dates without any work completed will be considered an unacceptable resolution.
Sincerely,
[redacted]
The homeowner has hairline cracks on the surface of their concrete. It has nothing to do with the install. Hairline Cracks are considered homeowner maintenance. as a courtesy Oakwood has offered to seal those hairline fissures but the homeowner refused. The grade on...
this house was certified and it is very clear that the homeowner is to maintain grade after closing. Homeowner has installed a fences and has a dog run on that side of the house. there has been no attempt by homeowner to maintain or correct from these issues. There is no indication that the grade was maintained from closing to the install of the fence either. As a courtesy Oakwood sent back the landscaping company to add some more rock and clean up the area that was left "muddy"
Oakwood Homes has prepared a response to Mr. and Mrs. [redacted]'s demands through their attorney and will be sending this off within the week. Thank you
Complaint: [redacted]
I am rejecting this response because: Until the repairs are actually done to my full satisfaction I do not believe one word Oakwood Homes is saying, they lied too many times.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: concerning the total lack of response in regards to several e-mails that have been sent to Oakwood Homes Customer Care dept. The following items are not completed from the original walk thru done shortly after the April 19, 2016 closing on my home located at [redacted].- Replace broken glass on South basement window Service request number assigned is [redacted] #2- Small concrete patch at edge of front porch stoop, #3- Clean off spilled concrete on front sidewalk. #4- Pack dirt under stoop extension to ensure that no further or settling will occur. A crack has started in 2 places. The concern here is that they stated at closing that their is no warranty on concrete work. If this was not done correctly when poured, how can they say their is no warranty on this? If it continues to crack due to no dirt under it, what is my recourse then? Their response in September was that they would send someone out to look at this. As of this date, no one has responded to me with any comments or response.#5- The final item is a cosmetic fix they had their foundation Company do to my front foundation wall. They have denied any responsibility as to approval of this repair and therefore will not complete any more cosmetic repairs that I have requested. During the course of several e-mails to [redacted] at the customer care dept., he finally replied to me in September telling me to start using his personal e-mail address to reach him directly. I have with no response except one time he did respond. I am deeply saddened, offended and disappointed that this is how I would be treated after spending my hard earned money on their new home. What a lack of respect to a good customer.That is all of the items. Please stay in touch with me as to the response and outcome to this e-mail. Cell# [redacted] Thank you, [redacted]
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/10/23) */
Oakwood Homes would appreciate the opportunity to work with Ms. [redacted] towards a timely resolution to her concerns and apologizes for any delay in response to warranty requests and open concerns from the time of closing. Please email [redacted]...
[redacted] and Oakwood Customer Care at [redacted]@oakwoodhomesco.com and [redacted]@oakwoodhomesco.com, respectively. Thank you for bringing this matter to our attention. Your concerns are important to us and we value you as a customer.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Oakwood Customer Care time and time again and my home still has the same outstanding issues it had from the time we moved in. The issues were brought to their attention a year ago and at least every other month since than. Oakwood did redo the driveway and front step but it is already chipping away and the stone on my home around the garage was damaged. Oakwood has had us stay home time and time again stating that they have scheduled work to be completed and yet they do not show up or even provide a cancellation notice of any form. Oakwood still has not repaired anything except the garage floor and half the driveway but in the process they have damaged the other half of the driveway and the stone surrounding the garage. Tile, drywall, cabinets, and everything else listed in the original compliant still outstanding.
Oakwood was notified that I had to respond to this action by Nov. 5th and yet they didn't schedule anything to be completed till the 9th of Nov. and they did not provide any information on the work they planned to complete on that day. I am not confident that they will even show up due to the amount of times they have failed to show up in the past (no call / no show).
Final Consumer Response /* (4200, 16, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The homebuilder has fixed the texture in the kitchen and great room. Grout and caulking in the master bathroom has not been scheduled. The stone around the garage door was knocked out when the garage floor was re done and has not been fixed. Tile in the kitchen was torn out and looks a lot better but is still missing tiles. Workers were not provided with enough material to complete the job. Kitchen tile in kitchen is not finished. The front podium is still separating and needs a carpenter to fix the issue. The drywall on the master bathroom ceiling is not consistent and looks like there was a patch job. There are broken beams in the basement that are broken.
Final Business Response /* (4000, 18, 2015/12/11) */
The warranty manager has scheduled another work date for 12/18 and has a call into the homeowner to confirm a follow up work day of any remaining items for 12/21/2015.
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 your concern, Again we have had the installer as well as the manufacturer inspect the floor and determine that there is not a manufacturing defect, The trade has agreed to replace the 20 or so boards that show a concern. As we cannot predict what if any additional issues should arise going forward, we can only address the existing concern and revisit should additional concerns present themselves, Oakwood and the trade partner are willing to repair the affected area if given permission to do so, if we do not receive permission we will consider the matter resolved.Regards,
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]
[redacted] was working with My predecessor [redacted]. My records indicated that he was not approving some of this work. My fiel supervisor is sending me all the information on this house. If the homeowner has approval in writing we will correct. Once I receive all information I will get with Mrs. [redacted] for Final resolution
Oakwood and the homeowner are working to get the final issues completed
Thank you for your concern, I have reached out to the installer and service representative as well as the manufacturer of the product for the history regarding this concern and once reviewed will respond back with a resolution to the issue.
Initial Business Response /* (1000, 8, 2015/08/11) */
Thank you for the opportunity to respond. Oakwood Homes is in the process of addressing the flooring. This had to be rescheduled to 8/17/2015 due to homeowner availability. The surveyors were at the home on 8/10/15. We are waiting on the results...
from the surveyor. Oakwood Homes will follow up with the homeowner again after the work day of 8/17/15.
Thank you - Oakwood Homes LLC
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 8/19/15 we are still waiting for the grading to be scheduled and completed.
Final Consumer Response /* (4200, 18, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 9/16 we still have pockets in the lawn that flood after only 5 minutes of watering. I was told GVR Landscapes would be by to patch the dead sod and that this would fix the issue. That was on August 28th.
THIS IS STILL NOT FIXED.
Final Business Response /* (4000, 20, 2015/09/28) */
The sod repair has been rescheduled for 9/29/15.
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]
All items of concern listed on this complaint have been addressed by Oakwood Homes.
Complaint: [redacted]
I am rejecting this response because:After 14 days and numerous emails, [redacted] from warranty finally got back to us and wants to schedule out another 2 weeks to try and get some of our things done and we will again be going in a circle because now that paint has been here, texture has to come back and then paint will have to come back again.Siding issues have not been resolved and have not been scheduled so at this point that has not been addressed.We requested all these issues to be completed by the time family came in November... That gave you MORE than 7 months and now that will not be happening.When all issues are resolved, we will close this case.
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 as long as it doesn't take more than a few weeks to hear back from Oakwood.
Sincerely,
[redacted]
Initial Business Response /* (1000, 8, 2015/10/14) */
I am the new [redacted] of [redacted]. I would like the opportunity to work with the homeowner to resolve their concerns. I can be reached at [redacted]@oakwoodhomesco.com
Initial Consumer Rebuttal /* (4200, 15, 2015/11/02)...
*/
This complaint has not been closed, it is still pending and there has not been any resolution.
Final Business Response /* (4000, 17, 2015/11/09) */
Oakwood has reimbursed the homeowner for the installation of the garage door. It has been determined that the grade has been altered by the homeowner therefore Oakwood will take no action. Please see the attached -
Oakwood is working with the homeowner to complete the outstanding agreed upon issues. Our representatives have been in contact and are working towards a resolution
Complaint: [redacted]
I am rejecting this response because:As of this date, we still have a long list of unresolved issues. We have also had work scheduled to be done since June without anything more than a couple quick fixes completed so until all the work is completed, promises of work dates without any work completed will be considered an unacceptable resolution.
Sincerely,
[redacted]
Oakwood's next scheduled work date is 8/25 for his fencing issues and Landscaping issues. Sept 6th is a scheduled work date for the drywall issues
The homeowner has hairline cracks on the surface of their concrete. It has nothing to do with the install. Hairline Cracks are considered homeowner maintenance. as a courtesy Oakwood has offered to seal those hairline fissures but the homeowner refused. The grade on...
this house was certified and it is very clear that the homeowner is to maintain grade after closing. Homeowner has installed a fences and has a dog run on that side of the house. there has been no attempt by homeowner to maintain or correct from these issues. There is no indication that the grade was maintained from closing to the install of the fence either. As a courtesy Oakwood sent back the landscaping company to add some more rock and clean up the area that was left "muddy"
Oakwood Homes has prepared a response to Mr. and Mrs. [redacted]'s demands through their attorney and will be sending this off within the week. Thank you
Complaint: [redacted]
I am rejecting this response because: Until the repairs are actually done to my full satisfaction I do not believe one word Oakwood Homes is saying, they lied too many times.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: concerning the total lack of response in regards to several e-mails that have been sent to Oakwood Homes Customer Care dept. The following items are not completed from the original walk thru done shortly after the April 19, 2016 closing on my home located at [redacted].- Replace broken glass on South basement window Service request number assigned is [redacted] #2- Small concrete patch at edge of front porch stoop, #3- Clean off spilled concrete on front sidewalk. #4- Pack dirt under stoop extension to ensure that no further or settling will occur. A crack has started in 2 places. The concern here is that they stated at closing that their is no warranty on concrete work. If this was not done correctly when poured, how can they say their is no warranty on this? If it continues to crack due to no dirt under it, what is my recourse then? Their response in September was that they would send someone out to look at this. As of this date, no one has responded to me with any comments or response.#5- The final item is a cosmetic fix they had their foundation Company do to my front foundation wall. They have denied any responsibility as to approval of this repair and therefore will not complete any more cosmetic repairs that I have requested. During the course of several e-mails to [redacted] at the customer care dept., he finally replied to me in September telling me to start using his personal e-mail address to reach him directly. I have with no response except one time he did respond. I am deeply saddened, offended and disappointed that this is how I would be treated after spending my hard earned money on their new home. What a lack of respect to a good customer.That is all of the items. Please stay in touch with me as to the response and outcome to this e-mail. Cell# [redacted] Thank you, [redacted]
Sincerely,
[redacted]