Polygon Northwest Company

Complaint: [redacted] I am rejecting this response because:First of all, sorry I was out of the country from 6/to 6/and hence could not reply to your message soonerI am writing regarding the complaint# [redacted] The complaint is now showing closed since I was not able to reply within days of the company's response I was wondering if you could help me re-open this issue because I do not agree with response from the builderLot of thing that builder mentioned are right but clearly they are not owning the mistakes on their part and most importantly fixing of the problemPlease find below my response to the builder's responseI will really appreciate if you could help get this issue re-opened Multiple visits, re-installing of carpet upstairs and doing few repairs at hardwood floor downstairs are all good but in the end if the floor still squeaks like crazy (especially the downstairs, hardwood floor) then I don’t see how can the builder can claim that they take the ownership of the problem and fixed the problemI did not want the repair folks in my home or reinstallation of the carpet- it is painful for me as well to have the repair guys inside my home, especially when I have small kidsIf the squeaking was small then I would rather live with it then to go through disturbance at my home by having repair guys come multiple timesMultiple visits (a huge reason is builder sending unskilled repair guys to save money), what the repair guys tried, what other builders offer as warranty are not relevant to the issueI paid to Polygon for a good construction quality home and three years warranty- I am not expecting a squeak free homeI understand there will always be some squeaking because of seasonal expanding and contracting but clearly the squeaking in my home is beyond (these are craftsmanship issues that I want repaired- issues related to framing, flooring), and I waited, on recommendation from the builder, for the annual visit to get these things taken care ofNow the builder want to push it out to 2nd year and 3rd year visitsIt does not make sense and is clearly unprofessional behaviorThe main repair person, Steve, is a nice person and he himself agreed to the fact that some of the squeaking upstairs in result of bad framing of the floor to the side walls of the houseSteve also mentioned that he cannot come again for fixing remaining issues in the hardwood floor downstairs because he has to take care of plus homes and if he were to spend multiple days at one home then it is not practical for himFraming is not a seasonal issue and the volume of home the builder sells and provide warranty for should not be a customer issueSteve and Daniel are polygon home employees (I think) and they do generic repair but my home clearly require repair folks who are expert of flooringSteve engaged the flooring experts for few of the issues because by now he knows that the flooring issues at my home are beyond the level of skills that he and Daniel hasIt is unfortunate that flooring company did such a bad job- mistakes happen and I just expect the company takes ownership of it and get it fixedPolygon home need to take the issue seriously and show true ownership to get the root cause of the problem identified and get it fixed through the specialist flooring folks, rather than dumping the issue on their generic support team or giving excuses for the issue or push the problem out to the next year Regards, 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 For scheduling the 3rd party flooring inspection I can be reached at my mobile number [redacted] or by email I can be reached at [redacted] I will wait (for next days, hopefully that is enough time) for the builder to reach out to me and help get the inspection scheduled as soon as possible 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. However, I totally disagree with the statement that the issue was not brought to attention of the warranty department. I had called the 1-800 toll free number to report the issue on 2/17. And had received the call back at 2:12pm from Polygon Warranty department confirming the issue. Please see the attached call logs. Sincerely, [redacted] ***

The Builder disagrees with the assessment that “the company is not ready to own and fix" the issueMultiple appointments have been conducted in this home in an attempt to resolve these concerns to the customer’s satisfaction during their recent annual check-upIn the course of these attempts, large areas of the upstairs carpeting were pulled and reinstalled to accommodate addressing the requested floor squeak areas, even though some were very minorOn the main level hardwood, three areas of hardwood were removed and replaced in the requested locationsAdditional work was conducted at other requested locations on the main floor, ensuring flooring components were appropriately secured underneath the finish floor system At the time of completion of service, all of the requested areas previously identified by the customer had been addressedWhile most builders offer only a one year warranty, Polygon Northwest continues to offer three full years of warranty serviceBecause of this, expectations are clearly set with all customers that a completely squeak-free wood floor system cannot be guaranteed, as wood and framing members are constantly expanding and contracting with seasonal variations in weather and heating and cooling of the homeHowever, Builder does offer to make a reasonable attempt to resolve traffic-area squeaks in carpeted areas on annual visits only for the duration of the three year warrantyIn the interest of customer satisfaction, this customer even received additional efforts on the hard surfaces beyond the typical service program parameters.While significant efforts have been expended to satisfy this customer, the customer continues to bring previously unidentified areas to Builder’s attention after completed appointments and beyond the typical annual service program that is provided for in the Builder’s three year warrantyThis customer has two more years of warranty service where additional concerns can be addressed within the parameters of the service program on upcoming annual visits, and Builder is committed to continue to provide ongoing service as represented at those times

We apologize for the lack of immediate follow up; however, the issue has not been brought to the attention of the Warranty Department through submittal of a Warranty Service Request either on our website or by calling in to our toll-free office number to report the concernAs we are now aware, we
have been in communication with many of our trade partners to determine an appropriate responseSince this is a highly unusual situation, our Project Manager and our trade partners have expressed a desire to ensure we have a clear understanding of the attic system as installedOur next step is to set an appointment with the owner to have the trades review the attic system as soon as next week pending owner availabilityOnce that evaluation is complete, the owner will be instructed of any further developmentsWe anticipate a timely resolution that fully meets or exceeds the performance standards of the warranty conveyed to the owner

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.
However, I totally disagree with the statement that the issue was not brought to attention of the warranty department. I had called the 1-800 toll free number to report the issue on 2/17. And had received the call back at 2:12pm from Polygon Warranty department confirming the issue. Please see the attached call logs.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all, sorry I was out of the country from 6/3 to 6/25 and hence could not reply to your message sooner. I am writing regarding the complaint#[redacted]. The complaint is now showing closed since I was not able to reply within 7 days of the company's response.    I was wondering if you could help me re-open this issue because I do not agree with response from the builder. Lot of thing that builder mentioned are right but clearly they are not owning the mistakes on their part and most importantly fixing of the problem. Please find below my response to the builder's response. I will really appreciate if you could help get this issue re-opened.   Multiple visits, re-installing of carpet upstairs and doing few repairs at hardwood floor downstairs are all good but in the end if the floor still squeaks like crazy (especially the downstairs, hardwood floor) then I don’t see how can the builder can claim that they take the ownership of the problem and fixed the problem. I did not want the repair folks in my home or reinstallation of the carpet- it is painful for me as well to have the repair guys inside my home, especially when I have small kids. If the squeaking was small then I would rather live with it then to go through disturbance at my home by having repair guys come multiple times. Multiple visits (a huge reason is builder sending unskilled repair guys to save money), what the repair guys tried, what other builders offer as warranty are not relevant to the issue. I paid to Polygon for a good construction quality home and three years warranty- I am not expecting a squeak free home. I understand there will always be some squeaking because of seasonal expanding and contracting but clearly the squeaking in my home is beyond normal (these are craftsmanship issues that I want repaired- issues related to framing, flooring), and I waited, on recommendation from the builder, for the annual visit to get these things taken care of. Now the builder want to push it out to 2nd year and 3rd year visits. It does not make sense and is clearly unprofessional behavior. The main repair person, Steve, is a nice person and he himself agreed to the fact that some of the squeaking upstairs in result of bad framing of the floor to the side walls of the house. Steve also mentioned that he cannot come again for fixing remaining issues in the hardwood floor downstairs because he has to take care of 300 plus homes and if he were to spend multiple days at one home then it is not practical for him. Framing is not a seasonal issue and the volume of home the builder sells and provide warranty for should not be a customer issue. Steve and Daniel are polygon home employees (I think) and they do generic repair but my home clearly require repair folks who are expert of flooring. Steve engaged the flooring experts for few of the issues because by now he knows that the flooring issues at my home are beyond the level of skills that he and Daniel has. It is unfortunate that flooring company did such a bad job- mistakes happen and I just expect the company takes ownership of it and get it fixed. Polygon home need to take the issue seriously and show true ownership to get the root cause of the problem identified and get it fixed through the specialist flooring folks, rather than dumping the issue on their generic support team or giving excuses for the issue or push the problem out to the next year.     Regards,
Sincerely,
[redacted]

The Builder disagrees with the assessment that “the company is not ready to own and fix" the issue. Multiple appointments have been conducted in this home in an attempt to resolve these concerns to the customer’s satisfaction during their recent annual check-up. In the course of these attempts,...

large areas of the upstairs carpeting were pulled and reinstalled to accommodate addressing the requested floor squeak areas, even though some were very minor. On the main level hardwood, three areas of hardwood were removed and replaced in the requested locations. Additional work was conducted at other requested locations on the main floor, ensuring flooring components were appropriately secured underneath the finish floor system.  At the time of completion of service, all of the requested areas previously identified by the customer had been addressed. While most builders offer only a one year warranty, Polygon Northwest continues to offer three full years of warranty service. Because of this, expectations are clearly set with all customers that a completely squeak-free wood floor system cannot be guaranteed, as wood and framing members are constantly expanding and contracting with seasonal variations in weather and heating and cooling of the home. However, Builder does offer to make a reasonable attempt to resolve traffic-area squeaks in carpeted areas on annual visits only for the duration of the three year warranty. In the interest of customer satisfaction, this customer even received additional efforts on the hard surfaces beyond the typical service program parameters.While significant efforts have been expended to satisfy this customer, the customer continues to bring previously unidentified areas to Builder’s attention after completed appointments and beyond the typical annual service program that is provided for in the Builder’s three year warranty. This customer has two more years of warranty service where additional concerns can be addressed within the parameters of the service program on upcoming annual visits, and Builder is committed to continue to provide ongoing service as represented at those times.

Per our earlier response, the Builder has been willing to provide a qualified third-party inspection of the floor to identify any issues that could be beyond industry standards. We never received a response from the customer if they were willing to accept this offer. The recent inspection report provided by the customer does not meet this standard of a qualified inspection, as this inspector (Non-profit Home Inspections) only provides unqualified supposition of the flooring installation. This inspector admits and suggests the flooring requires further evaluation by a licensed flooring contractor, which is what we have originally suggested and offered to this customer. Again, if the customer is willing to accept this response, we will reach out to this customer and provide a qualified inspection, and take any action recommended by the inspector.

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.
For scheduling the 3rd party flooring inspection I can be reached at my mobile number [redacted] or by email I can be reached at [redacted]. I will wait (for next 10 days, hopefully that is enough time) for the builder to reach out to me and help get the inspection scheduled as soon as possible.
Sincerely,
[redacted]