(The consumer indicated he/she DID NOT accept the response from the business.)
We received their response and immediately followed up that day (12/18/15)and are now waiting yet again. This process is taking a ridiculous amount of time. We will not accept any response through this avenue until our concerns are appropriately and adequately addressed.
Initial Business Response /* (1000, 5, 2015/09/28) */
Oakwood Homes Customer Care Field Representative is in the process of reaching out to schedule a time to meet with homeowner regarding their concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID...
NOT accept the response from the business.)
Yes, a customer care representative finally reached out to us and they are coming to our house this week. This response is not fully acceptable yet because we are still waiting to see what happens with regard to our warranty issues.
Final Business Response /* (4000, 9, 2015/10/14) */
We at Oakwood value all of our customers' concerns and would like the opportunity to work with the homeowner to resolve any open warrantable items. The homeowner may contact the Customer Care Liaison for her area, [redacted] at [redacted]@oakwoodhomesco.com or XXX-XXX-XXXX. Thank you.
Complaint: [redacted]
I am rejecting this response because:Oakwood construction representative suggested painting to try to cover up the mistakes instead of fixing the problem. Warranty department was here today and we requested an outside vendor to come in and determine what the best way to fix the problem will be so at this point, we still have unfinished drywall issues, a house that needs paint throughout, a mess left by the drywaller on the side of our house, and much of our original punch list from our original walkthrough before closing.When all these items are resolved, we will close this case.
Sincerely,
[redacted]
Hello Ms. [redacted], Mr. [redacted] and I have had one discussion regarding the extension of per diem, which he stated Oakwood could do. With that said I have not yet received any confirmation of that being processed, or that it is in process. To date, the master bathroom still remains unfinished; I have also requested an update, but have received no update as to when the work will be completed. Which in 6 days will bring this to 6 months I have had no use of my master bathroom shower which I paid 4k extra for. I would like to have confirmed dates for completion of all outstanding work, as well as confirmation the per diem pay out has been processed. I can provide additional details if you need; please let me know. Kind Regards, [redacted]
I apologize as I show a response submitted on 11-30-16We have reviewed the concerns, The driveway concrete was addressed due to vertical displacement, Two drive stones were replaced to resolve the concern and the driveway is now level, The buyers concern is for color match between the new stones and the original pour, per the Limited warranty page 5 section 4 under coverage limitations "An exact match cannot be guaranteed due to factors such as Fading, Aging, and unavailability of same materials.The rear porch crack concern was also reviewed, The crack in question is less than an 1/8 inch and as a courtesy to the buyer was sealed twice within the warranty period. Per the Limited warranty under section 4e cracks at transitions of up to 1/2 inch are acceptable, cracks thru the pad itself in excess of 1/8" would be a deficiency within the first year, Sealing or patching are acceptable repair methods within the first year.Oakwood has performed the necessary work to complete these concerns within the warranty guidelines.
Initial Business Response /* (1000, 10, 2015/08/03) */
Thank you for the opportunity to respond. All remaining work was scheduled for completion on 7/30/2015. We have contacted the homeowner to verify that the items of concern have been addressed. Thank you Oakwood Homes LLC
Thank you for your correspondence, After researching the concern it was noted that the homeowner closed on his house on 4/11/16 and no leak was present at closing. He submitted the warranty claim to Customer Care on 1/10/17 at 7:33pm. A plumbing trade was sent to the home and it was determined that...
the sill ck was cracked on the exterior side of the house, this crack was caused by Freeze damage, a condition which is not covered under the Limited warranty and would be considered an act of nature and maintenance concern. After speaking to the representative there is no record of an offer to install a vent, We did receive a quote for repair which we are happy to pass on to the Home owner as a resolution. As requested by the Home owner in the Revdex.com concern, we have obtained a quote from the plumber for the cost of repair and are happy to provide that information to the Home owner. They may contact [redacted] who can repair at 175.00 billable to the Home Owner.Regards,
Initial Business Response /* (1000, 11, 2015/07/30) */
Thank you for allowing us the opportunity to respond. Oakwood Homes Warranty Liaisons have met with the homeowner. We are currently working with her to complete the outstanding warranty items in her home. We look forward to resolving their...
concerns.
Thank you
Oakwood Homes LLC
Initial Consumer Rebuttal /* (4200, 18, 2015/08/17) */
Hello,
Please reopen this case as Oak wood has not come out to complete work as promised. Their assistant builder as supposed to call me since last week and it's been over 7 days, no call no show still.
Thanks,
[redacted]
Final Business Response /* (4000, 22, 2015/09/09) */
All work has been completed as of 8/28/15.
A representative is in contact with the Home owner and tile has been ordered to move forward with resolving this concern, once product arrives we will have the representative schedule the remaining work.We are sorry for any delays and inconveniences to the Home owner.Regards,Oakwood Homes.
Initial Business Response /* (1000, 5, 2015/10/13) */
My name is [redacted] and I am the new [redacted] of [redacted] for Oakwood Homes. Please reach out to my email so I may work with you on your concerns. [redacted]@oakwoodhomesco.com I would like the opportunity to work with you to bring these...
Complaint: [redacted]
I am rejecting this response because: I have already done the things you suggested such as contacting customer care (more than 3 times), and meeting with a warranty rep. The reason I am writing to Revdex.com is because these things have not worked. When I have appointments with trades to come and fix the items on the list then I will be satisfied.
Sincerely,
[redacted]
The warranty team has confirmed and has also reached out to the homeowner via- email that all materials needed have been ordered. The warranty team will reach out again to schedule the completion of the items that fall within the warranty guidelines.
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]
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. Looking fitward to an outside opinion.
Sincerely,
[redacted]
Thank you, this is in relation to the Colorado springs Division and I have forwarded on the management there to reach out to this Home owner to resolve the concern.
Complaint: [redacted]
I am rejecting this response because:We have yet to have any substantial amount of these problems fixed. People keep coming including Oakwood...
warranty people to look at what's wrong but nothing is getting done. We have had scheduled fix days come and go with nothing being fixed. Since May, we have had 3 or 4 days that were supposed to be "the day" that everything would be fixed with nobody showing up. The last day that was supposed to be a whole day of people working on the house was last Friday and again, nothing got done. We had a touch-up painter here for about 10 minutes but he didn't want to do any more because as I stated before, it makes no sense to have painters here before drywall fixes all the problems. People came and looked at the work and said they would have to re-schedule because of the amount of work to be done. This has happened to us twice now. Each time people don't show up, we have to schedule two weeks down again.The drywall person showed up on Friday and said our entire upstairs would need to have the ceiling re-done and they want us to move our furniture. This includes my work from home office and our bedroom. Do you plan on providing us with a place to stay and help with moving all our furniture? We do not intend on closing this case until all items are completed to our satisfaction.
Sincerely,
[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
We received their response and immediately followed up that day (12/18/15)and are now waiting yet again. This process is taking a ridiculous amount of time. We will not accept any response through this avenue until our concerns are appropriately and adequately addressed.
Oakwood will send out a representative to look at the concrete again. we will follow the guidelines laid out in the homeowners guide book
Initial Business Response /* (1000, 5, 2015/09/28) */
Oakwood Homes Customer Care Field Representative is in the process of reaching out to schedule a time to meet with homeowner regarding their concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID...
NOT accept the response from the business.)
Yes, a customer care representative finally reached out to us and they are coming to our house this week. This response is not fully acceptable yet because we are still waiting to see what happens with regard to our warranty issues.
Final Business Response /* (4000, 9, 2015/10/14) */
We at Oakwood value all of our customers' concerns and would like the opportunity to work with the homeowner to resolve any open warrantable items. The homeowner may contact the Customer Care Liaison for her area, [redacted] at [redacted]@oakwoodhomesco.com or XXX-XXX-XXXX. Thank you.
Complaint: [redacted]
I am rejecting this response because:Oakwood construction representative suggested painting to try to cover up the mistakes instead of fixing the problem. Warranty department was here today and we requested an outside vendor to come in and determine what the best way to fix the problem will be so at this point, we still have unfinished drywall issues, a house that needs paint throughout, a mess left by the drywaller on the side of our house, and much of our original punch list from our original walkthrough before closing.When all these items are resolved, we will close this case.
Sincerely,
[redacted]
Hello Ms. [redacted], Mr. [redacted] and I have had one discussion regarding the extension of per diem, which he stated Oakwood could do. With that said I have not yet received any confirmation of that being processed, or that it is in process. To date, the master bathroom still remains unfinished; I have also requested an update, but have received no update as to when the work will be completed. Which in 6 days will bring this to 6 months I have had no use of my master bathroom shower which I paid 4k extra for. I would like to have confirmed dates for completion of all outstanding work, as well as confirmation the per diem pay out has been processed. I can provide additional details if you need; please let me know. Kind Regards, [redacted]
I apologize as I show a response submitted on 11-30-16We have reviewed the concerns, The driveway concrete was addressed due to vertical displacement, Two drive stones were replaced to resolve the concern and the driveway is now level, The buyers concern is for color match between the new stones and the original pour, per the Limited warranty page 5 section 4 under coverage limitations "An exact match cannot be guaranteed due to factors such as Fading, Aging, and unavailability of same materials.The rear porch crack concern was also reviewed, The crack in question is less than an 1/8 inch and as a courtesy to the buyer was sealed twice within the warranty period. Per the Limited warranty under section 4e cracks at transitions of up to 1/2 inch are acceptable, cracks thru the pad itself in excess of 1/8" would be a deficiency within the first year, Sealing or patching are acceptable repair methods within the first year.Oakwood has performed the necessary work to complete these concerns within the warranty guidelines.
Oakwood and the Homeowner have put a plan together to complete all outstanding items in a timely manner.
Complaint: [redacted]
I am rejecting this response because: this complaint needs to stay open until the issue is resolved.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/08/03) */
Thank you for the opportunity to respond. All remaining work was scheduled for completion on 7/30/2015. We have contacted the homeowner to verify that the items of concern have been addressed. Thank you Oakwood Homes LLC
Thank you for your correspondence, After researching the concern it was noted that the homeowner closed on his house on 4/11/16 and no leak was present at closing. He submitted the warranty claim to Customer Care on 1/10/17 at 7:33pm. A plumbing trade was sent to the home and it was determined that...
k was cracked on the exterior side of the house, this crack was caused by Freeze damage, a condition which is not covered under the Limited warranty and would be considered an act of nature and maintenance concern. After speaking to the representative there is no record of an offer to install a vent, We did receive a quote for repair which we are happy to pass on to the Home owner as a resolution. As requested by the Home owner in the Revdex.com concern, we have obtained a quote from the plumber for the cost of repair and are happy to provide that information to the Home owner. They may contact [redacted] who can repair at 175.00 billable to the Home Owner.Regards,
the sill c
Initial Business Response /* (1000, 11, 2015/07/30) */
Thank you for allowing us the opportunity to respond. Oakwood Homes Warranty Liaisons have met with the homeowner. We are currently working with her to complete the outstanding warranty items in her home. We look forward to resolving their...
concerns.
Thank you
Oakwood Homes LLC
Initial Consumer Rebuttal /* (4200, 18, 2015/08/17) */
Hello,
Please reopen this case as Oak wood has not come out to complete work as promised. Their assistant builder as supposed to call me since last week and it's been over 7 days, no call no show still.
Thanks,
[redacted]
Final Business Response /* (4000, 22, 2015/09/09) */
All work has been completed as of 8/28/15.
A representative is in contact with the Home owner and tile has been ordered to move forward with resolving this concern, once product arrives we will have the representative schedule the remaining work.We are sorry for any delays and inconveniences to the Home owner.Regards,Oakwood Homes.
Initial Business Response /* (1000, 5, 2015/10/13) */
My name is [redacted] and I am the new [redacted] of [redacted] for Oakwood Homes. Please reach out to my email so I may work with you on your concerns. [redacted]@oakwoodhomesco.com I would like the opportunity to work with you to bring these...
matters to a resolution.
Complaint: [redacted]
I am rejecting this response because: I have already done the things you suggested such as contacting customer care (more than 3 times), and meeting with a warranty rep. The reason I am writing to Revdex.com is because these things have not worked. When I have appointments with trades to come and fix the items on the list then I will be satisfied.
Sincerely,
[redacted]
The warranty team has confirmed and has also reached out to the homeowner via- email that all materials needed have been ordered. The warranty team will reach out again to schedule the completion of the items that fall within the warranty guidelines.
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]
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. Looking fitward to an outside opinion.
Sincerely,
[redacted]
Thank you, this is in relation to the Colorado springs Division and I have forwarded on the management there to reach out to this Home owner to resolve the concern.
We are working towards a resolution and if needed will handle any arbitration internally thru our provider.Best Regards,[redacted]
Complaint: [redacted]
I am rejecting this response because:We have yet to have any substantial amount of these problems fixed. People keep coming including Oakwood...
warranty people to look at what's wrong but nothing is getting done. We have had scheduled fix days come and go with nothing being fixed. Since May, we have had 3 or 4 days that were supposed to be "the day" that everything would be fixed with nobody showing up. The last day that was supposed to be a whole day of people working on the house was last Friday and again, nothing got done. We had a touch-up painter here for about 10 minutes but he didn't want to do any more because as I stated before, it makes no sense to have painters here before drywall fixes all the problems. People came and looked at the work and said they would have to re-schedule because of the amount of work to be done. This has happened to us twice now. Each time people don't show up, we have to schedule two weeks down again.The drywall person showed up on Friday and said our entire upstairs would need to have the ceiling re-done and they want us to move our furniture. This includes my work from home office and our bedroom. Do you plan on providing us with a place to stay and help with moving all our furniture? We do not intend on closing this case until all items are completed to our satisfaction.
Sincerely,
[redacted]