Our Customer Care Liaison has been in contact with our customer to schedule the work that needs to be done. Our liaison is meeting the customer on Friday 2/12/16 to get as much work done as he can that day and has the flooring company ordering the material and they will schedule once the...
material has arrived. Oakwood Homes appreciates the opportunity to work with our customer and apologizes for any delays in getting warranty work completed. Thank you
Thank you for the concern, I will reach out to this Home owner to gather additional information. I have asked for and received the flooring report which is stating a denial of claim due to water damage to the floor, Once we have all the facts we will present a resolution to the Home owner...
Oakwood Homes has responded to Mr. [redacted]'s concerns over his displacement of the porch several times, offering our help. Attached is the Drainage Certificate that we provided him, showing how he changed his grade while installing his backyard landscaping, therefore directly causing his...
grade erosion at the porch, as well as his tip outs being up, allowing extra water damage to occur. [redacted] also came out to offer advice and help Mr. [redacted], understand what he needs to do. Oakwood offer to help Mr. [redacted] with his porch still stands, as long as he corrects his grade and landscaping issues, and provides a Certified Letter stating his grade has been corrected.
Oakwood agrees that all the outstanding concerns on the list need to be completed before this is a Closed issue. We have work days set and working to complete all items
Oakwood Homes requests the opportunity to work with the homeowner to rectify any open warranty concerns. I would be happy to meet with them personally. Please email [redacted], Director of Customer Care, at [redacted] to schedule a time to review your entire home. Thank you.
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]
Initial Business Response /* (1000, 16, 2015/08/04) */
Thank you for the opportunity to respond. The stucco is scheduled to be completed the week of 8/3/2015.
Thank you -
Oakwood Homes LLC
Initial Consumer Rebuttal /* (3000, 18, 2015/08/05) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I heard from [redacted] 8/4/15 . She is the customer service supervisor. [redacted] informed me they would have someone to come out and fix the stucco on my house this week. I'm still waiting.
Final Business Response /* (4000, 22, 2015/09/11) */
The remaining repairs are scheduled for completion 9/11/2015
Complaint: [redacted]
I am rejecting this response because: Any significant fixes have yet to be completed. We are currently in the process of having to move out of our house for a second time for an entire week and live in a hotel with a 2 year old and a puppy because Oakwood first attempted to cover up all of their construction mistakes in our ceiling with paint and texture instead of having the issue fixed which is hopefully what they will be doing this time.Deplorable paint work has yet to be fixed. Crooked fixtures and crooked holes behind fixtures that show through around bad installs still need to be fixed as well as cleaning the paint off all the fixtures. The company that was here to fix the ceiling last time washed all of their tools in our backyard and stained all of our siding with whatever it is they use on the ceiling so that is now a ticket item. The last dry wallers took the texture off of areas of our walls and now we have areas with no texture. All wall switches still need to be switched out to bigger plates since Oakwood claims they cannot fix the extra large holes that their contractors made that stick out around our wall plates and outlets. Our bubbling siding still has not been addressed as well as the torn flashing on our back patio and the flashing on our front patio roof.The pace of work is unacceptable and the fact that we are again being forced out of our house and had to spend the weekend packing up all our belongings because of your mistakes is unacceptable. I also work from home where I have my office in the upstairs that is now all moved so I have to find somewhere else to run my business. These are the things that Oakwood isn't concerned with.Again, when ALL items are completed to our satisfaction and we have been compensated for the money we have spent on these moves, this case will be closed.
Sincerely,
[redacted]
Mr. [redacted],I've had the opportunity to review your concerns. There are a few outstanding service request claims. Although they have not all been completed, we have reviewed each and every one of them that is current. [redacted] has been involved in making sure we are responding...
in a timely manner to each one of them. I understand the interest for urgency on each and every item, but unless there is an emergency, we schedule the work to be completed for the soonest and most reasonable time frame we can for all parties involved. Although the hardware protruding form the deck structure seems to be a safety issue, it is not a code issue, and is, at times a result of the deck structure. We will, however, ensure that the screws and nails are cut off by May 31st, 2017 as that is clearly a concern for you. As far as the other items go, [redacted] will continue to work with you to determine the appropriate course of action and timing for making corrections on the existing and any future work. Please continue to work with him for any and all legitimate requests that arise. Please reference your Homeowner Guidebook for performance standards and expectations on how the home should perform. We will always be available for further help and questions beyond that.Respectfully,[redacted]
Thank you,A representative has reached out to Mr. and Mrs. [redacted]. They were informed that the cracking grout is normal in the first year and considered homeowner maintenance. The representative offered to do a courtesy end of year touch up repair for them. When the technician showed up for the...
appointment, the customer asked if he was going to use the exact same color caulk. Unfortunately, we cannot get caulk that is the exact same color as the grout and cannot guarantee an exact match on a repair. The representative told Mr. [redacted] that we can try to get a closer match, or we can use a clear silicone, but we can’t get an exact match. Mr. [redacted] sent a reply that he doesn’t want this done unless it’s an exact match. We would be Happy to complete this courtesy repair with the buyer under the conditions we stated. If he would like to move forward, please have him contact the representative to schedule the repair.Best Regards,
Thank you,We show a date for tile repair the week of July 10 2017 and the rep will reach out and confirm that date. I show the siding was replaced due to a heat refraction issue from a neighbors window, the window was tinted to dissipate the heat and the siding replaced and in good condition, we...
will continue to monitor going forward for any re occurrence and resolve thru the manufacturer as needed..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]
Due to a scheduling conflict with a trade partner on the original work date a new work day has been scheduled with the homeowner for 8/7/17.
Our Customer Care Liaison has been in contact with our customer to schedule the work that needs to be done. Our liaison is meeting the customer on Friday 2/12/16 to get as much work done as he can that day and has the flooring company ordering the material and they will schedule once the...
material has arrived. Oakwood Homes appreciates the opportunity to work with our customer and apologizes for any delays in getting warranty work completed. Thank you
Thank you for the concern, I will reach out to this Home owner to gather additional information. I have asked for and received the flooring report which is stating a denial of claim due to water damage to the floor, Once we have all the facts we will present a resolution to the Home owner...
so we can move forward.Best Regards,
Oakwood Homes has responded to Mr. [redacted]'s concerns over his displacement of the porch several times, offering our help. Attached is the Drainage Certificate that we provided him, showing how he changed his grade while installing his backyard landscaping, therefore directly causing his...
grade erosion at the porch, as well as his tip outs being up, allowing extra water damage to occur. [redacted] also came out to offer advice and help Mr. [redacted], understand what he needs to do. Oakwood offer to help Mr. [redacted] with his porch still stands, as long as he corrects his grade and landscaping issues, and provides a Certified Letter stating his grade has been corrected.
Oakwood agrees that all the outstanding concerns on the list need to be completed before this is a Closed issue. We have work days set and working to complete all items
Oakwood Homes requests the opportunity to work with the homeowner to rectify any open warranty concerns. I would be happy to meet with them personally. Please email [redacted], Director of Customer Care, at [redacted] to schedule a time to review your entire home. Thank you.
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]
Initial Business Response /* (1000, 16, 2015/08/04) */
Thank you for the opportunity to respond. The stucco is scheduled to be completed the week of 8/3/2015.
Thank you -
Oakwood Homes LLC
Initial Consumer Rebuttal /* (3000, 18, 2015/08/05) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I heard from [redacted] 8/4/15 . She is the customer service supervisor. [redacted] informed me they would have someone to come out and fix the stucco on my house this week. I'm still waiting.
Final Business Response /* (4000, 22, 2015/09/11) */
The remaining repairs are scheduled for completion 9/11/2015
Complaint: [redacted]
I am rejecting this response because: Any significant fixes have yet to be completed. We are currently in the process of having to move out of our house for a second time for an entire week and live in a hotel with a 2 year old and a puppy because Oakwood first attempted to cover up all of their construction mistakes in our ceiling with paint and texture instead of having the issue fixed which is hopefully what they will be doing this time.Deplorable paint work has yet to be fixed. Crooked fixtures and crooked holes behind fixtures that show through around bad installs still need to be fixed as well as cleaning the paint off all the fixtures. The company that was here to fix the ceiling last time washed all of their tools in our backyard and stained all of our siding with whatever it is they use on the ceiling so that is now a ticket item. The last dry wallers took the texture off of areas of our walls and now we have areas with no texture. All wall switches still need to be switched out to bigger plates since Oakwood claims they cannot fix the extra large holes that their contractors made that stick out around our wall plates and outlets. Our bubbling siding still has not been addressed as well as the torn flashing on our back patio and the flashing on our front patio roof.The pace of work is unacceptable and the fact that we are again being forced out of our house and had to spend the weekend packing up all our belongings because of your mistakes is unacceptable. I also work from home where I have my office in the upstairs that is now all moved so I have to find somewhere else to run my business. These are the things that Oakwood isn't concerned with.Again, when ALL items are completed to our satisfaction and we have been compensated for the money we have spent on these moves, this case will be closed.
Sincerely,
[redacted]
Mr. [redacted],I've had the opportunity to review your concerns. There are a few outstanding service request claims. Although they have not all been completed, we have reviewed each and every one of them that is current. [redacted] has been involved in making sure we are responding...
in a timely manner to each one of them. I understand the interest for urgency on each and every item, but unless there is an emergency, we schedule the work to be completed for the soonest and most reasonable time frame we can for all parties involved. Although the hardware protruding form the deck structure seems to be a safety issue, it is not a code issue, and is, at times a result of the deck structure. We will, however, ensure that the screws and nails are cut off by May 31st, 2017 as that is clearly a concern for you. As far as the other items go, [redacted] will continue to work with you to determine the appropriate course of action and timing for making corrections on the existing and any future work. Please continue to work with him for any and all legitimate requests that arise. Please reference your Homeowner Guidebook for performance standards and expectations on how the home should perform. We will always be available for further help and questions beyond that.Respectfully,[redacted]
Thank you,A representative has reached out to Mr. and Mrs. [redacted]. They were informed that the cracking grout is normal in the first year and considered homeowner maintenance. The representative offered to do a courtesy end of year touch up repair for them. When the technician showed up for the...
appointment, the customer asked if he was going to use the exact same color caulk. Unfortunately, we cannot get caulk that is the exact same color as the grout and cannot guarantee an exact match on a repair. The representative told Mr. [redacted] that we can try to get a closer match, or we can use a clear silicone, but we can’t get an exact match. Mr. [redacted] sent a reply that he doesn’t want this done unless it’s an exact match. We would be Happy to complete this courtesy repair with the buyer under the conditions we stated. If he would like to move forward, please have him contact the representative to schedule the repair.Best Regards,
Oakwood will work with the homeowner to get the outstanding concerns corrected
Thank you,We show a date for tile repair the week of July 10 2017 and the rep will reach out and confirm that date. I show the siding was replaced due to a heat refraction issue from a neighbors window, the window was tinted to dissipate the heat and the siding replaced and in good condition, we...
will continue to monitor going forward for any re occurrence and resolve thru the manufacturer as needed..Regards,
We are scheduling out the remainder of the homeowners work. It is Oakwood's intent to complete all warrantable items in the homeowners house
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]