Payne Family Homes Reviews (36)
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Payne Family Homes Rating
Address: 10407 Baur Blvd Ste B, Saint Louis, Missouri, United States, 63132-1904
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I signed a contract with this company on March 06, 2020, to build us a home. The pandemic hit and everything came to a stand still. This company did not contact us for an update for 5 months, and we decided for financial reasons not to build after all. I called this company who stated that they would void our contract, but would not return our $1000.00 earnest money. I am a retired vet and this pandemic was a hard hit to us all, this company did nothing for the $1000.00, they should step up and return my hard earned money.
Dear ***,
We are certainly sorry to have missed the opportunity to build for you and agree that we should refund your initial $1,000 deposit. Please pardon our delayed response. Stay safe and healthy!
Your friends at Payne Family Homes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Customer service and quality is not taken lightly at Payne Family HomesAfter hearing of this homeowners complaint, we immediately started researching the filesDue to some personnel and trade changes, the siding problem on his home was never properly documentedI have reached out to the homeowner on the phone and ensured that this would be addressed ASAPWe will be contacting the homeowner for a time that we can come out and perform the repair on his homeWe have determined that the water damage was caused by a deck that was added after closing by the homeowner but will make sure there are no water intrusion issues when the repair is madeOnce this repair is complete, there are no further outstanding items
My home is closing in on 6 years old. I recently had my home power washed. The person cleaning my home pointed out a few items that were not performed during construction of my home. The first is the roof shingles were never trimmed on the west side of my home. Second is the j channel was never installed on the west side of my home and now the tyvek material is coming out under the siding. Third there is an architectural piece installed at the peak of my roof above the garage door. It was never installed properly and now the caulk that hide the improper installation has fallen out and a 3/4" gap has appeared. Fourth there was supposed to a drip flange installed above the trim board above the garage doors. It was never installed and now I fight to keep this area caulked to prevent water from sitting on top of the trim board. Fifth thing that I have asked Payne Family Homes is to have an independent structural engineer to look at make basement fondation walls. I have sixteen cracks in my foundation in which Payne Family Homes says is normal The cracks are patched by Payne as they leak, but they have always side stepped to have a structural engineer inspect and give me a sealed report.
I have met with Payne Family Homes representatives and the answer to all except for the foundation is these are normal maintenance items that are my problems to fix. They said all should have been reported before my one year warranty was expired. I asked them what is Payne's superintendents responsibilities are during construction.
Good afternoon. Payne Family Homes has received the information regarding your home that you purchased in November of 2013. Although it is close to 5 years outside of the warranty provided by Payne Family Homes, we did send our warranty manager to your home to inspect the items that were mentioned when contacting us. The shingles that are on the west side of your home do not fall under our warranty but we would like to send out our roofing trade partner to take care of these for you. It was stated that a piece of J channel was never installed and tyvek material is coming through. J channel does not get installed on the bottom row of siding. There is a piece of vinyl called a starter strip that was installed. The piece of tyvek that is visible can be cut off with a pair of scissors or knife. The architectural fypon on the front of your house was installed properly. All trim boards and fypons require caulk at the seams. Touching up and replacing this caulk is standard homeowner maintenance. You have also mentioned that there is a piece of flashing missing above the garage door - we would like to send a trade partner out to inspect this area for flashing and proper installation. We have addressed and repaired the foundation cracks in your home. You do have a 10 year structural warranty through ***. You are more than welcome to reach out to them regarding a structural engineer.
Drainage problem in back yard. Holds water must walk through water to cut grass. Cannot let anyone walk there because of the rotting smell and bad water.
submitted this same complaint last week. We are still waiting for him to allow our company and the City Engineer on his property to come up with an action plan to address his grading concern. Once this happens, we can move forward with the corrective measures.
New home bought 8/14/2018 drainage in back yard, holds water at all times. Builder will not fix the problem. standing water that smells and breeding places for mosquitos.
Our warranty manager met *** at his home on October 10th to look at the yard. A lot of the neighboring homes have recently been constructed with irrigation and sod laid. When sod is freshly laid, it requires a watering schedule of 3 times a day. It was noted that some of his over saturation was due to his neighbors constant watering to keep the new sod growing. We scheduled a follow up meeting on October 16th with the city engineer to look at grades and decide next steps but *** sent an email the morning of October 16th cancelling that meeting. We would like the opportunity to have this meeting and decide next steps to help the saturation problem he is experiencing.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Nothing has been done. PayneFamilyHomes just another run around meeting. No answer on fixing the drain problem in back yard.
A representative with Payne Family Homes met with an engineer from the City of O'Fallon on Wednesday November 6th to inspect your yard. The engineer did state the yard is within all tolerances. According to our warranty and the industry standards of the ***, standing water in swales is normal up to a period of 24 to 48 hours after a rain event. If the ponding water exceeds this tolerance and is not caused by the flow of water from adjoining properties or work performed by others, it is our responsibility to address the affected areas. We believe excess water is being caused from the neighboring sprinklers oversaturating those yards due to new sod. This water is being displaced onto your yard. All sprinkler systems should be winterized by the end of this month. We would like to observe your yard during these winter months to ensure this is the problem. If the problem continues to arise during this period when no sprinkler systems are running, Payne Family Homes will take action to correct this problem.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** If we are to wait until spring we want I writing they will install French drain at that time
We have sent an email to *** stating that if the problem still exists this spring, we will install a french drain.
Complaint: ***
I am rejecting this response because:No reason to wait, the business does other ground work in the fall and winter, just another delay.
Sincerely
Quite possibly the absolute worst company to build with. This company has completely lied throughout the entire process. Make sure you have EVERYTHING in writing. If there is an incentive you qualify for (such as the monthly promotions) make sure you have it in writing that you’re receiving that.
I signed our contract in March. The promotion that month was 20% off options, and up to 10,000 in closing costs paid by Payne. Fast forward to now, Mid September and I still have about two months left until my house will be finished. (Was told early to mid August when we signed. They’ll tell you anything to get you to sign a contract.) As the finance stage arrived and my lender began reviewing my contract, I was informed that the seller did not provide a credit for closing costs. When I confronted Payne, Katie ***- the area sales manager, informed me that I would not be receiving this because I did not verify that it was put in writing that I was to receive it. To be more specific, she acknowledged the promotion for that month, but asked if I had any “proof” that I was told I should be getting this credit. She went on to state that I couldn’t receive this credit because I had a contingency contract, meaning I had a house to sell before I could begin the build. If I had a firm contract I would have qualified for this incentive. None of this was told to me prior to signing the contract. Again, they’ll tell you anything to get you to sign the contract.
Mind you, I removed my contingency in the beginning of May. This began my “firm contract.” The same promotion, closing costs paid by Payne, was offered that month. Why again do I not receive this?
Make sure you check them on every little detail of the contract and the build. They will continue to lie to you and give bogus reasons for delaying the closing date and do not like it when customers ask for clarification on the delay.
Very unprofessional company
When reaching out to Payne, I did not get a return phone call. Instead, I received an email from Katie ***, telling me essentially what’s done is done.
Payne Family Homes makes every effort to be clear and forthcoming, especially when it comes to advertising and promotional incentives. We don’t believe in bait and switch tactics or misleading language. Year after year, Payne Family Homes proudly supports our union trade partners and offers union stimulus funds to buyers who are ready to put skilled laborers to work during the promotional period. The multi-builder campaign is designed to shake off winter and get the trades and the local housing industry moving early during spring. To supercharge the incentive, Union Stimulus discount offers, therefore, are clearly communicated as offers on firm contracts only. This signed sale contract – as with all PFH purchase agreements -- clearly states applicable promotional incentives, deducting all discounts from the original sales total. It’s quite unfortunate that this misunderstanding was not questioned at the time of sale but rather months later.
0 stars! I am a SBF and I wanted to get a home built with Payne. I do not want to deal with them because they refuse to accept what my outside lender sent them and they are constantly trying to get me to use their lender for this special "commitment letter". I am not required to sale my house, but I was going to, to make a down payment to lower my payments. I thought about being homeless for who knows how long and got my lender to contact them and tell them that it is not a requirement....My loan is a VA loan...The area supervisor talked to me crazy on the phone and is very pushy in emails and flat out has a scenario of facts in her head. They are refusing to return my funds and they have done nothing but hold my money for 60 days. She even contacted my agent after I told her not to and that I was done with the deal. This has been going on for over a week! I do not trust them enough to give them 1/4 million dollars. I know they have a clause about me changing my mind, so they can have $350 dollars just to break my ties with them. They cannot believe what an experienced (as she called him an online loaner) loan officer did, but their lenders will do the same thing. I am contacting Revdex.com and ***. Absolutely ridiculous and very unprofessional!
Payne Family Homes does have preferred lending partners that we have faith in to provide exceptional service to our buyers. We rely on these professionals to ensure our buyers get expert advice, competitive rates, and an on-time closing with no complications. We do encourage our buyers to use our preferred lenders only because we have, sadly, had to observe a few situations go very bad with unethical lenders practicing in the marketplace.
Having said that, we do not require our buyers to work with our preferred lenders – ever! You may choose any lending partner who’s gained your confidence.
Finally, we are not in the business of making money $350 at a time. We are not interested in keeping your deposit and we don’t want you to take any action with us that you are uncomfortable with. We take great pride in building a remarkable home and providing exceptional service throughout your entire journey with Payne Family Homes.
Beware of Payne homebuilders. They don’t build community and are only in it for money. They are the master-plan developer of “Provence” in Saint Charles. They brought in other home builders like Fischer Frichtel, Consort and McKelvey homes to build a lovely community of single-family homes including villas, mid level and luxury estates. Then, when Payne sold off their remaining lots, They decide to sell the remaining property to the highest bidder, an apartment developer who wants to build 168 apartment units in the middle of a quiet community. Beware of Payne’s plans before you buy.
The Villages of Provence is a joint venture including multiple builders. As you stated, Payne Family Homes is one of those builders, but it is not the sole decision maker on the project. There are three other builders that are also part of the project. It’s important to understand that the project was zoned for multi-family from the very beginning. We unfortunately were not the builder of your home and regret that you were not given the information upfront.
You are correct in your statement. Payne is not the only home builder at The Villages of Provence, only they master planner who got this zoned for multi-family apartments and very suspect that it was kept quit and not officially announced until 95% or of single family home lots were sold. If you decided to put in condominiums that would be much more understandable given the requirement of ownership. But feeling a quiet community with 168 apartments and over 300 cars on limited access will create problems for existing home owners and like reduce home resale and value potential
We love our neighbors and the community. Not so much the builder, many think the same. Not sure where to start so we will just go with the most recent. Window leaking, was told it was a caulking issue. Window was re-caulked and puddles still develop inside on the window sill along with water leaking around the top of the window through the drywall. Sent email with pictures to John and was told some areas require a ladder to caulk which was done when re-caulked but a ladder wasn’t present during window inspection with John to view the top of the window that doesn’t have any J channel I will add, but the house up the street same home, same elevation has J channel above the window. Haven’t got a response as of today.
I'm sorry to hear your feeling about Payne Family Homes as we pride ourselves on building beautiful neighborhoods with quality product. We are working diligently to resolve your window issue and our customer care team has been in contact with you while we work through finding the root cause of this issue. Every home is built with human hands so issues arise from time to time which is why we provide an in-house warranty on every home we build.
Do not buy a Payne home!!! I closed on my home end of January and there were things that was promised to get fixed in the walk through that were not fixed. They were brought up again in the 2 month warranty walk through, promised to be fixed and he we are approaching end of June and they are still not fixed 5 months later. Absolutely poor sub par company to deal with and terrible customer service! Not the way I imagined buying my first home, terrible experience!!!!
This is not at all reflective of our approach to building or our commitment to our buyers, whom we consider family. I understand that we have been in direct contact with you and your agent and the work has been scheduled to be complete.
We had our home built by Payne Family Homes, closing in June 2015. During the first winter, the 12-foot tall exterior wall of our kitchen bowed out, pulling away from the countertop. We reported this to the builder and were told since the lumber was still new it would acclimate through the first seasons and would then stop moving. By spring of 2016 the wall did move back. However, in October of 2016 the wall once again moved out, pulling away from the counter as much as 1/2-inch. It also pulled the back off of the base cabinet. We took photos of the gap for our records. Payne agreed to make repairs the following spring. In late spring/early summer of 2017 Payne had their carpenter contractor remove siding, cut studs, added new wood studs, replaced siding and repaired the cabinet. I told them I would only accept their repairs after the house went through another winter to see if the problem would return. Payne assured me the problem was fixed, but agreed with my concerns. In December of 2017, the wall began to move again. We reported this to Payne, and were told the new lumber used for the repair would have to acclimate. We continued to monitor and take photos each month. By summer of 2018 the wall had moved back again. I felt the repair should be addressed again, but was told since the lumber had gone through the seasons the wall would not move again. I requested something in writing, and received an email which stated Payne's commitment to re-evaluate the problem if the problem returned. In October of 2018 the wall began pulling away just as it had each fall. We continued to document this with photos. In February of 2019 when the wall was again gapped almost 1/2-inch, I contacted Payne to let them know in case they wanted to see it at its worse position. After several phone calls, their customer service representative finally returned my call. I was told it was the homeowners responsibility to maintain the humidity level in the home. I told him we monitored the humidity and it remains consistent with normal levels. I reminded him of Payne's commitment to resolving this issue. He told me Payne did not hold any responsibility and would not be providing any further repairs. I contacted a reputable contractor for a second opinion. After examining the problem, this contractor believes it is a design issue in the construction of the wall. Repairs to correct the problem will cost a minimum of $6200.
Good morning. We received your concern through the Revdex.com and want you to know that we don't take complaints lightly. We are researching the issue in your home as we speak. We do have several people out on vacation this week but wanted to reach out and let you know that a representative of Payne Family Homes will be contacting you upon their return.
Revdex.com:
I have reviewed the response made by the business. At this point we have no indication how they plan to address our issue. We will wait to hear from them.
Sincerely
I have owned my home now for about 2 years and couldn’t be more pleased! I not only enjoyed working with all of the Payne Family Home team, I have been nothing short of impressed with the knowledge, workmanship, and overall commitment that has been giving to me to assure I have a high quality built home with all the function and beautiful finishes that I was wanting. I constantly get compliments every time I have someone into my home. Can’t help but to feel pretty proud about that! If your wanting sometime over and above the rest, I highly recommend Payne Family Homes! Again, truly could not be happier!!
Thank you so much for the wonderful feedback! I'm happy to hear of your pleasant interaction throughout the process and beyond with Payne Family Homes. We hope to be your choice shall you decide to move again.
They build a great house!
We built with Payne Family Homes and closed January 2018. The builder was very easy to work with and accommodating when it came to custom requests. The entire process took about 6 months and the house was completed within the promised timeframe. We’ve been in the house for 16 months and still love it as much as the day we moved it. I would definitely build again with PFH.
We are so excited to hear of your positive experience! Thank you for building with Payne Family Homes, we love to hear that you love your home now as much as you did when you moved.
We have owned our Payne Family Home house for 5 months now and have enjoyed every bit of it. No issues have arisen since moving in and I expect the same for years to come. The model of house was perfect for my family. We love how the house has the user in mind. They even go the extra step of planning for the future (i.e. full rough in the basement for when we finish our basement.) We love that Payne Family Homes includes the a concealed pest system in the house as a standard on all homes. Our family is very active and the products used throughout hold up great to the wear and tear of a toddler and puppy. Our community is now complete and it is clear that Payne not only designs great houses but nice beautiful communities that are the envy of the surrounding community. From talking to our neighbors, it sounds like some have not had the wonderful experience we did with Payne, but in the end our neighbors issues were taken care and they are happy with their home. Which is ultimately the goal. We would definitely recommend Payne Family Homes to anyone in the market for a new home that will not only look great for the life of the home but stand up to the test of time.
Thank you so much for you kind words. We are very happy to hear that you have settled into your new home nicely and are having such a great experience. We look forward to building the same quality home for your family and friends!
I'll start out by saying that I'm very happy with my Payne Home.
I purchased three years ago and have had nothing but a first class experience.
At the time I was just coming off Active Duty witht he Army and the team at PFH really worked with me to get me in my home and work with the pecularities I had with the timing of my orders releasing me.
When I was house hunting and stumbled upon my home, which was an inventory still under construction, I took the opportunity to look at its bones and, with my background in construction and engineering, was very satisfied with what I saw. I also saw that the entire community was well engineered and designed.
My floorplan is a Franklin and it is perfect for my family with three children. I have found few floor plans that match the natural flow that my home has. The couple of small issues I had (to be expected when a home is built, no matter how expensive or who you build with) were handled quickly and professionally. Their customer service is personable and they do care.
I later found out that the people at PFH volunteer for *** and help build a free Dream Home for *** to raffle off, as well as several other volunteer and community efforts.
Thank you so much for reaching out with your experience, we are pleased to hear that your interactions with our company were so positive. I also want to thank you for your service to our country. We are the home of the free because of brave people like you.
Wonderful experience! Love my new home!
Thank you for your comment, we are so pleased to hear about your wonderful experience!!
My family closed on our house May of 2018, during our final walk through we had some things that we broguerought up in the walk through. *** was thorough and did his job to what I believe is the best of his ability no complaints there. We had our quartz counter top that had no sheen on it. This was brought up to Paynes attention and they set up Metro Marble to come out and see if they could fix it. Metro came out the first time and tried to repair some mis-coloring to no avail. The second time they came out they told me the sheen cannot be fixed and the counter tops (all of them would need to be replaced) along with scorching the counter top trying to fix it. The owner of Metro marble came out and dropped off samples for my wife and I to look at. We noticed all of these were a level 2 quartz not a level 3 which we paid thousands of dollars for. My wife and I went to the display home up the street (Paynes design studio) and noticed level 3 is not even and option any more. I contacted Payne via email and told asked them what we could do about this. I offered a suggestion of we taking the level 2 quartz and them just installing a full back splash and we would call it even. After numerous emails...zero response. Finally I got a response saying the marble company would install the new quartz and back splash for additional money. So we are supposed to eat over $4800 in an upgrade and now there has been zero response from customer service at all. Every thing was supposed to be in and done before Christmas time and it is now the middle of Feb. I have contacted them 3 additional times and zero response. I am not sure who is running their customer service department, but all I want is what I paid for.
We have received this concern regarding the countertops for this home. We at Payne Family Homes pride ourselves on a quality home with great customer service and take this complaint very seriously. I sincerely apologize for this encounter and issue with your kitchen countertop. A representative from our management team reached out today and have a solution agreed upon by the customer and we are working to replace these countertops for the customer.
Complaint: ***
I am rejecting this response because:
Nothing has been formally agreed upon by myself and Payne Family homes, a solution has been offered but not accepted like the response says. This will be agreed upon and accepted when the work has been scheduled and completed in my home. This is a false assumption that has been made. I understand that the home builder would like this complaint "solved" on the Revdex.com website but I am not accepting this when it is not done.
Sincerely
Initial Business Response /* (1000, 5, 2015/08/07) */
Contact Name and Title: *** *** CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@paynefamilyhomes.com
Our company did not build a home for this homeownerWe did build a few homes nearby on ground that sits higher than their lot
The water from these lots drains down hill across their lot, in accordance with the approved drainage mapsEarly August 4th, Ms*** emailed a representative of our companyBefore noon on that day, our representative responded by saying we had commissioned our professional engineer to review the situation, but that we had not yet received all the detailed resultsAs of today, we understand the field work has been performed and the exhibits are being drawnWe had hoped to present these results by the end of the weekUnfortunately, the owner of the firm is out of town, so we will not be presenting the results until next week
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe are currently working on getting a date setup to have the issue resolved
Sincerely,
*** ***