Wayne Homes

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Thank you for sending the concern of this customerWe agree that the customer has had concerns about the concrete in their homeWe have addressed all of the area that is required to be addressed by the warrantyThe customer had mentioned that they did not like the control joints in their garageControl joints are used to try to promote shrinkage cracks to occur with the control jointsIn the interest of customer satisfaction, we did fill the control joints to make it more visually appealing for the customerAs the customer mentioned, we did replace the front porch and the front lip of the garageThis porch does have a shrinkage crack and that is a occurrence in concreteThis shrinkage crack is hairline and is not a warranty itemWe let our customers know those shrinkage cracks are a occurrence with concrete slabsThis is a shrinkage crackThe customer still had concerns with the garage floor so we contracted an industry professional, to go review the floorWhat was determined at the August inspection is that the floor doesn't have reduced structural integrity for the slabWhat was seen was a condition called crazingThis is an esthetic condition that doesn't impact the structure of this slabThis esthetic issue isn't covered under the warranty and is a very common occurrence when concrete dries and curesWe have provided these findings of the expert to the customer for their piece of mindIt was also noted that chipping had occurred in approximately spotsThis is typically the result of items falling or impacting the slabThis is also something that isn't covered under the warrantyHowever, in the interest of customer satisfaction, we offered to address these few areas for the customerThe customer refused that offer on September 16, We will again reach out to offer one last opportunity for us to assist in those areasWe always look for opportunities to go above and beyond for our customersWe also have done that in this case for this customerWhile we are willing to assist with the chips outside the warranty, we are not able to replace the concrete or provide a cover system as it is not justified Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Revdex.com, Thank you for helping us with our complaintWe have reviewed the response by Wayne Homes They note our continued concerns with the control jointsThese control joints were not installed properlyHad they been, we would not be discussing this issueThey were poorly installed, wandering off course, they can not deny thisThey did attempt to rectify the concrete issues however, with each time they sent someone out, a bigger mess surfacedYes, they did in fact replace a small a section of the garage floor, approx 18" wide by the entire width of the garage due to the excessive chipping (as well as the front porch) however, the chipping and deterioration has continued on throughout other areas of the garage floorThe entire floor should have been replaced when this problem was first discoveredWayne Homes states that esthetics is not covered by their warranty yet the esthetics of this concrete are a direct result of poor installation/workmanship! They chose to send out their concrete supplier, whom they work with on a daily basis, to assess this issue, when they really should have sent a neutral party who would have stated that the concrete work was not acceptable and done very poorly! In closing, we would like to say, we chose Wayne Homes because of their warranty, which states; they will warranty every aspect of your home for yearsWe paid for a brand new home, with a brand new garage floor, built sound and professionally! We do not want any more patch workWe want a new garage floor, installed by an an experienced concrete installer, which is what we should have had years ago! Regards, [redacted]

To Whom It May Concern 7/8/ I am responding to the information and pictures recently provided by Mr [redacted] Several of those issues have already been addressed, and the rest have not been brought to our attention before I am not going to discuss them item by item at this point because I don't think that would be productive During the last time we had a warranty representative at his home on 6/10/16, Mr [redacted] again asked if he would be receiving a "payout" from Wayne Homes When he was told no, he became hostile and threatened legal action He called someone that our representative assumed was his lawyer, and then told our rep that he was immediately filing a Revdex.com complaint In short, I believe Mr [redacted] needs to decide if he wants to try to work with our warranty department in a reasonable manner or if he'd rather keep making threats But if a "payout" is the only thing he'll accept, then we're not going to be able to help him Regards, Drew Eckel VP of Construction Wayne Homes

Tell us whThank you for allowing us a chance to respond to this customer’s issueAt the receipt of this complaint, Wayne Homes had already scheduled a trade partner to go out and inspect the damage to the garage door.? The trade partner could not find conclusive evidence of what caused the damage to the panel of the garage door.? They confirmed that the garage door installed by Wayne Homes was done so correctly and the opener installed by Mr [redacted] was also installed correctly.? At this point, Wayne Homes and the Home Owner can only speculate what contributed to the failure of the door.? Out of good faith and in the interest of helping Mr***, Wayne Homes has offered to replace the top panel of this door as a one-time gesture.y here

I am rejecting this response because:Here is just part of the list of “minor cosmetic issues” Wayne Homes is referring to: Daughter’s bedroom door would not close (latch) due to the door being installed improperly Other daughter’s bedroom window would not close and significant amount of air was getting inMind you this was late fall as well and temperatures were getting coolerThe window had to be completely taken out and required siding to be removed, etcWhile Wayne Homes was doing this, they put holes in my daughter’s bedroom wall where they laid the window trim with nails poking out of it against her wallApparently they were too lazy, or just not smart enough, to put it where it wouldn’t cause damageAnd here is the kicker, they didn't repair it while onsiteNo, they just left it thereSo yes this required an additional trip for them to fix itJust one of many of the items which required "new" items on the list Wayne Homes is referring toYes, only "new" because their incompetent people can't do construction Incorrect carpeting in our living room and hallwaysWe paid for higher grade carpet in our main living area and hallwaysWayne Homes installed two different carpets in our living roomLiterally, half of our living room was in one carpet (different grade and color) and the other in anotherThis was also the case in one of our daughter’s bedrooms We had to have several arguments with our “field manager” to even get him to get the flooring contractor out to our house to look at itThe flooring company verified that yes they installed two different carpets in our living room, hallways and one child’s bedroomSo rather than having this fixed prior moas it should have been, we had to take time off work, move a significant amount of furniture, etcso that they could come out and correct itI don’t believe to this day we have the right carpet in our living areas but rather a lower grade of carpet than what we paid for One of two columns in our entry way that is there purely for aesthetics – just for looks – was installed completely crookedEvery single person who had been in our house had mentioned or asked about it and if Wayne Homes was going to fix itYet, Wayne Homes tried to act like it was no big deal and that it wasn’t crooked at allThen they tried to quick fix it – as they did with everything – even though they told us they would tear it out and redo itThat never happened and eventually we just said enoughIt took them at least different visits to get it to where it’s at today because they refuse to do anything right the first timeThe other times it wasn’t a bit better than beforeAgain, time we had to take off work and schedule around them! Our main living area closet was improperly installedThere was a stud that was crooked which caused a number of problems when trying to install the doorsWe had many issues with this closet – doors not closing properly, gapping at top, uneven openings at top vsbottomIt was literally crooked and it was in our main living areaFirst, we mentioned this to our “field manager” BEFORE the drywall was ever put upHe assured us it would be taken care ofHe lied, per usual Wayne Homes practiceDrywall went up, we again confronted our “field manager” and he assured us it would all be taken care ofThen doors were installed, paint, etcAnd it was nonfunctioning and visually awfulInconsistent gapping, doors that didn’t close properly, etcIt took Wayne Homes visits, FIVE, to get this fixedEventually, after trying their multiple quick fixes, they had to take it down to the stud and straighten itThat should have been done the FIRST timeActually, before the drywall went upAgain, time out of our schedules to work around their schedules Our garage door was damaged and the “field manager” refused to replace it after he told us he wouldWhen finally someone from the company got the damaged panels replaced, it was done with the wrong panelsYep, panels of one color and panels of another color on our garage doorAnd that’s how Wayne Homes was going to leave it was it not for us putting up a fightThat was considered final and closed by themI mean how ridiculous is that?! There are at least two floor joists in our basement that shouldn’t have been usedThese were damaged (significantly cut) such that they shouldn’t bear the weight they are bearingIn addition, they poorly reinforced these joists by only going a foot or two on either said of theseWe’ve had two contractors in our house who have told us it’s not acceptable – they never should have been left as isNot quite a minor cosmetic issueBut we’ve brought this to several Wayne Homes employees that tell us it’s fine and ignore our requests to fix it Our main bathroom vanity was installed improperlyFor one, it’s not straight – there is major gapping between one side and the wallThe drawers weren’t installed properly and after Wayne Homes tried to fix it on different occasions, it really just needs replacedBut they won’t do thatIn addition, we had to beg to get a piece of our solid surface countertop replaced because it was installed and left with a hole in itGood quality control? I think not Where do I even begin with our barn door? They had to make FIVE trips out to our house to get this door installed properlyThat is FIVE times WE HAD TO ACCOMMODATE WAYNE HOMESWork missed, schedules rearranged, etcAnd after FIVE attempts it’s finally installed “good enough” but it looks terribleThe repairs they did around the drywall, paint, etcare awfulYou can tell it’s been repaired multiple times within a foot in all directions of that doorIt’s patheticI have no construction experience and I could have done a better job The trim in our house was so poorly installed it’s laughableA child could have done a better jobPieces all throughout the house do not alignSeveral areas were never even paintedThere are gaps in the middle of roomsI mean it’s literally patheticSo pathetic that Wayne Homes won’t allow us to post a picture of it on their websiteSo understand this – it IS good enough for our home but not okay on their facebook page And then there is the finishings in general – what Wayne Homes referred to as minor cosmetic issuesI am talking about the paint, trim, etcEach time they’ve come to fix their mistakes, they’ve done terrible repairsBecause they screwed up so badly on the construction of the home, we’re left with paint flashing all throughout our houseWe literally have to repaint the entire homeAnd the trim as wellAnd the doors that stick have to be slammed shut, etcWhen they came out to fix something they would mud and then within an hour be painting, which obviously has left paint with little holes through it all over our houseThey don’t even take the time to do repairs correctlyThere is no quality in Wayne Homes work – original or repair.Sadly, this isn’t even a comprehensive list but just a snippet of the things we’ve had to deal with from Wayne HomesI invite anyone to come look at the finishing in our house and tell me – does this look like a brand new home that YOU would pay $300k+ for?Wayne Homes refers to how much time has passed since our initial close but what they fail to mention is how difficult it is to work with themFirst of all, we were stood up on TWO different occasions by themYes, I took different days off work and Wayne Homes just didn’t showOn another day they called me the morning of to rescheduleEvery time we tried to schedule with them it was 2-week waitWe had to work around them – there was never any effort to work with our schedulesAdd on top of that the repairs they did were terrible and they had to continually redo the same work rather than just do it right the first timeOh and the fact that they also damaged other items when they were out to fix things.I stated “field manager” because this guy was nothing but a schedulerThat’s all he didWe paid him to ensure construction was done properly and for quality assuranceHe did neither of those thingsHe literally did nothing other than call in the next contractorSo my husband and I had to take multiple days off work, schedule babysitters, etcfor Wayne Homes to fix these issuesThey never worked around our availabilityWe always had to accommodate themSo when this fool mentions it’s been 7+ months since they moved in, that’s because they can’t fix anything correctlyThey don’t even know how to do constructionWe had to wait 2-weeks every time to get on their scheduleThen they either damaged something else when they were out OR didn’t fix the problem at all OR created another issueThis incompetent person wants to state that these are minor cosmetic issuesYou can be the judge – are these minor cosmetic issues? I mean what is there to a house other than walls (paint), trim and doorways (i.ecarpentry work)? Isn’t the finishing of a home very important to all of us? Why else then would people remodel their homes, or even paint the walls to begin withYes, when we spend $300k+ on a brand new home, our expectation was that the finishing appeared new and professionalOurs looks like a FIVE YEAR OLD painted our house and did the carpentry workAcceptable? I think not

I am rejecting this response because:This matter has not yet been moved to arbitration and we are attempting to resolve before that were to occur We sent a letter last week requesting that we be permitted to move into the home (we received our occupancy permit a week ago) while working on resolving the issues which would also alleviate Wayne from continuing to accrue interest on our loan, which they became responsible for in January we have not yet received a reply to that request

? I am rejecting this response because:Here is just part of the list of “minor cosmetic issues” Wayne Homes is referring to:1.? ? ? ? ? Daughter’s bedroom door would not close (latch) due to the door being installed improperly2.? ? ? ? ? Other daughter’s bedroom window would not close and significant amount of air was getting inMind you this was late fall as well and temperatures were getting coolerThe window had to be completely taken out and required siding to be removed, etcWhile Wayne Homes was doing this, they put holes in my daughter’s bedroom wall where they laid the window trim with nails poking out of it against her wallApparently they were too lazy, or just not smart enough, to put it where it wouldn’t cause damageAnd here is the kicker, they didn't repair it while onsiteNo, they just left it thereSo yes this required an additional trip for them to fix itJust one of many of the items which required "new" items on the list Wayne Homes is referring toYes, only "new" because their incompetent people can't do construction.3.? ? ? ? ? Incorrect carpeting in our living room and hallwaysWe paid for higher grade carpet in our main living area and hallwaysWayne Homes installed two different carpets in our living roomLiterally, half of our living room was in one carpet (different grade and color) and the other in anotherThis was also the case in one of our daughter’s bedrooms.? We had to have several arguments with our “field manager” to even get him to get the flooring contractor out to our house to look at itThe flooring company verified that yes they installed two different carpets in our living room, hallways and one child’s bedroomSo rather than having this fixed prior moas it should have been, we had to take time off work, move a significant amount of furniture, etcso that they could come out and correct itI don’t believe to this day we have the right carpet in our living areas but rather a lower grade of carpet than what we paid for4.? ? ? ? ? One of two columns in our entry way that is there purely for aesthetics ?" just for looks ?" was installed completely crookedEvery single person who had been in our house had mentioned or asked about it and if Wayne Homes was going to fix itYet, Wayne Homes tried to act like it was no big deal and that it wasn’t crooked at allThen they tried to quick fix it ?" as they did with everything ?" even though they told us they would tear it out and redo itThat never happened and eventually we just said enoughIt took them at least different visits to get it to where it’s at today because they refuse to do anything right the first timeThe other times it wasn’t a bit better than beforeAgain, time we had to take off work and schedule around them!5.? ? ? ? ? Our main living area closet was improperly installedThere was a stud that was crooked which caused a number of problems when trying to install the doorsWe had many issues with this closet ?" doors not closing properly, gapping at top, uneven openings at top vsbottomIt was literally crooked and it was in our main living areaFirst, we mentioned this to our “field manager” BEFORE the drywall was ever put upHe assured us it would be taken care ofHe lied, per usual Wayne Homes practiceDrywall went up, we again confronted our “field manager” and he assured us it would all be taken care ofThen doors were installed, paint, etcAnd it was nonfunctioning and visually awfulInconsistent gapping, doors that didn’t close properly, etcIt took Wayne Homes visits, FIVE, to get this fixedEventually, after trying their multiple quick fixes, they had to take it down to the stud and straighten itThat should have been done the FIRST timeActually, before the drywall went upAgain, time out of our schedules to work around their schedules6.? ? ? ? ? Our garage door was damaged and the “field manager” refused to replace it after he told us he wouldWhen finally someone from the company got the damaged panels replaced, it was done with the wrong panelsYep, panels of one color and panels of another color on our garage doorAnd that’s how Wayne Homes was going to leave it was it not for us putting up a fightThat was considered final and closed by themI mean how ridiculous is that?!7.? ? ? ? ? There are at least two floor joists in our basement that shouldn’t have been usedThese were damaged (significantly cut) such that they shouldn’t bear the weight they are bearingIn addition, they poorly reinforced these joists by only going a foot or two on either said of theseWe’ve had two contractors in our house who have told us it’s not acceptable ?" they never should have been left as isNot quite a minor cosmetic issueBut we’ve brought this to several Wayne Homes employees that tell us it’s fine and ignore our requests to fix it.8.? ? ? ? ? Our main bathroom vanity was installed improperlyFor one, it’s not straight ?" there is major gapping between one side and the wallThe drawers weren’t installed properly and after Wayne Homes tried to fix it on different occasions, it really just needs replacedBut they won’t do thatIn addition, we had to beg to get a piece of our solid surface countertop replaced because it was installed and left with a hole in itGood quality control? I think not.9.? ? ? ? ? Where do I even begin with our barn door? They had to make FIVE trips out to our house to get this door installed properlyThat is FIVE times WE HAD TO ACCOMMODATE WAYNE HOMESWork missed, schedules rearranged, etcAnd after FIVE attempts it’s finally installed “good enough” but it looks terribleThe repairs they did around the drywall, paint, etcare awfulYou can tell it’s been repaired multiple times within a foot in all directions of that doorIt’s patheticI have no construction experience and I could have done a better job10.? ? The trim in our house was so poorly installed it’s laughableA child could have done a better jobPieces all throughout the house do not alignSeveral areas were never even paintedThere are gaps in the middle of roomsI mean it’s literally patheticSo pathetic that Wayne Homes won’t allow us to post a picture of it on their websiteSo understand this ?" it IS good enough for our home but not okay on their facebook page11.? ? And then there is the finishings in general ?" what Wayne Homes referred to as minor cosmetic issuesI am talking about the paint, trim, etcEach time they’ve come to fix their mistakes, they’ve done terrible repairsBecause they screwed up so badly on the construction of the home, we’re left with paint flashing all throughout our houseWe literally have to repaint the entire homeAnd the trim as wellAnd the doors that stick have to be slammed shut, etcWhen they came out to fix something they would mud and then within an hour be painting, which obviously has left paint with little holes through it all over our houseThey don’t even take the time to do repairs correctlyThere is no quality in Wayne Homes work ?" original or repair.Sadly, this isn’t even a comprehensive list but just a snippet of the things we’ve had to deal with from Wayne HomesI invite anyone to come look at the finishing in our house and tell me ?" does this look like a brand new home that YOU would pay $300k+ for?Wayne Homes refers to how much time has passed since our initial close but what they fail to mention is how difficult it is to work with themFirst of all, we were stood up on TWO different occasions by themYes, I took different days off work and Wayne Homes just didn’t showOn another day they called me the morning of to rescheduleEvery time we tried to schedule with them it was 2-week waitWe had to work around them ?" there was never any effort to work with our schedulesAdd on top of that the repairs they did were terrible and they had to continually redo the same work rather than just do it right the first timeOh and the fact that they also damaged other items when they were out to fix things.I stated “field manager” because this guy was nothing but a schedulerThat’s all he didWe paid him to ensure construction was done properly and for quality assuranceHe did neither of those thingsHe literally did nothing other than call in the next contractorSo my husband and I had to take multiple days off work, schedule babysitters, etcfor Wayne Homes to fix these issuesThey never worked around our availabilityWe always had to accommodate themSo when this fool mentions it’s been 7+ months since they moved in, that’s because they can’t fix anything correctlyThey don’t even know how to do constructionWe had to wait 2-weeks every time to get on their scheduleThen they either damaged something else when they were out OR didn’t fix the problem at all OR created another issueThis incompetent person wants to state that these are minor cosmetic issuesYou can be the judge ?" are these minor cosmetic issues? I mean what is there to a house other than walls (paint), trim and doorways (i.ecarpentry work)? Isn’t the finishing of a home very important to all of us? Why else then would people remodel their homes, or even paint the walls to begin withYes, when we spend $300k+ on a brand new home, our expectation was that the finishing appeared new and professionalOurs looks like a FIVE YEAR OLD painted our house and did the carpentry workAcceptable? I think not

Tell us why here...Thank you for forwarding this customer’s responseOur service records indicate the following:? ·? ? ? ? ? ? ? ? Home Owner had water intrusion in basement:? Waterproofing company completed on 11/12/Home Owner called in again, told it was a grading issue on 2/22/by Customer Care Tech and Construction Manager again on 4/4/Home Owner called again for same issue, told by another Construction Manager on 9/26/it is a grading issue.? Home Owner called again and ? informed again by VP of Construction it is a grading issue on 1/25/17.? There is no fall away from house.? Home Owner’s natural drain is not day-lighted as wellHome Owner took a grading creditHome Owner instructed to achieve 6” of fall in 10’ away from the foundation, resolve natural drain daylighting, and if issue persists we would return to re-as.? ·? ? ? ? ? ? ? ? “This also made him have to put a extra sump pump in the basementOne for the french drains and one for the kitchen sink, dishwasher, and washerAs you can imagine this one is constantly getting backed up and overflowing in the basement and lets off a awful smell from any food that gets washed down the drain.”: No service order history, one is an ejector pump required to eject waste from the house.? This is meant to be a sealed pump.? ·? ? ? ? ? ? ? ? Soffit blown off the back house: No service history? ·? ? ? ? ? ? ? ? Problems with breakers blowing: Completed 2/20/15, no other service history? ·? ? ? ? ? ? ? ? The carpet has pulled away completely from the kitchen seam and has let the staples exposed: Completed 4/12/16, no other service history? ·? ? ? ? ? ? ? ? Black Mold in my attic space: Reported 1/23/17, dispatched Customer Care Tech 1/26/17, currently in progress? We have initiated a meeting with the Home Owner and our area Construction Manager for 3/10/to inspect the items listed above that we have no records of.? ?

Thank you for sending this concern to usI have contacted my staff regarding the concerns listed by the customerI have also spoken with the customer and have reviewed the current situation along with our plans to complete outstanding itemsWayne Homes recognizes the stress involved in building a new home which is often compounded when things do not go perfectly to plan as with many construction projects.? Our primary focus is to build a quality home that our customers will truly enjoy.? Sometimes this means sacrificing time rather than the quality.? As of today, Wayne Homes is still waiting for the authorization and disbursement of the drywall draw which was completed on or by November 4th, 2016.? In an effort to keep the job moving, the Construction Manager continued to schedule trades and work to be completedThis week alone painters, trim carpenters, flooring installation, and plumbers have been on site to complete various scopes of work.? We are currently working towards a closing date in the first part of January Wayne Homes is committed to completing the job and meeting the highest standards set by the company.? We apologize if the customer feels we have “put (them) on the backburner” but that is most definitely not the case and we will continue to work together towards completion

Initial Business Response / [redacted] (1000, 11, 2015/11/10) */ Please see our attached response: (Revdex.com - converted from original documentSee file.) ________________ Our agreement with [redacted] includes a provision to reimburse $500/month for delays after a Guaranteed Completion Date "GCD"In this case we committed that the home would be substantially complete on or before 12/27/ The finished flooring was installed in January 2015, and the home was substantially complete in February The bank approved the final draw in February 2015, and a Certificate of Occupancy was approved in March In the interest of customer satisfaction, Wayne Homes offered to pay months, or $1,(through March)This offer was rejected In September Mr [redacted] (Spouse) contacted me to ask Wayne Homes to consider increasing the offer After researching the project, timelines and speaking with our team, I confirmed that the home was substantially complete in February I share Ms [redacted] 's concerns that the home was not completed as expected due to weather and trade constraints, Our previous offer included months Guaranteed Completion Date payments to assume full responsibility for all delays that were experienced until the home was substantially completeThe 3" month is a gesture of good faith offered to compensate Ms [redacted] for any inconvenience these delays may have caused My research also revealed that construction progress payments (draws) were not made in a timely manner, and the final payment was delayed for many months after the home was complete, months after Ms [redacted] took possession and occupied the home, and for months after the check was issuedWith the buyer in default, Wayne Homes was forced to take extraordinary efforts to collect the final draw, due and owing upon substantial completion, and also upon taking possession While the Guaranteed Completion Date program is void given that the buyer was in default, in the interest of customer satisfaction, we maintained our offer to honor the previous offer of (3) months, less the now outstanding fees related to collecting the final draw, Costs to collect the final draw are the customer's responsibilityThis offer was also rejected Sincerely, George M [redacted] President & CEO Wayne Homes Initial Consumer Rebuttal / [redacted] (3000, 15, 2015/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because the respondents dates and facts are incorrect we can prove the home was not considered complete and we did not take possession of home until may 1st and toledo final inspection did not happen and pass until 1st week of June the city did not pass the home due to the back fill and grading not done to where access into home and garage deemed safe entry and exit as for the line was taken when we wanted to know why Fina check did not match what Wayne homes said we owed we told them we sent for check copies from mortgage co.they said a rep would come to home and go over everything they did not show so let's move to in person face to face arbitration and get this resolved thank you [redacted] Final Business Response / [redacted] (4000, 20, 2015/12/14) */ Revdex.com had phone conversation with business The consumer will need to consult her attorney regarding arbitration as outlined in her contract with the business

I am rejecting this response because: Stinky water: Wayne Homes plumber told us the issue was NOT fixable - also we have CITY water, NOT well water As far as we knew this issue was closed with Wayne Homes & that's why we hired our own plumber As for sewer clog - yes, they sent out a plumber- but we were charged & paid for clearing the lines We have NOT used a single wet wipe since, yet the line clogged again in less than year, just outside the house Logic tells us this may a larger problem with how the sewer line was laid & angled for proper draining.As you will see the original 'punch list' for the 2yr warranty took almost ONE YEAR to resolve If Wayne Homes will look at our records we have almost ALWAYS 'fallen through the cracks' when it comes to a timely resolution on anything we've reportedWe've had to make multiple calls for the same issues on more than one occasion.- this is our greatest frustration We believe it was Don, the field rep who, when cracks in the basement walls were pointed out, said that we should monitor them as it may require service should they change We can only hope that should this become an issue Wayne Homes will honor their foundation warranty in a more timely manner.We now have the strike plate which I will replace [redacted] & [redacted]

Initial Business Response / [redacted] (1000, 7, 2015/05/04) */ We value the input for our customersWe have continued to work with the customers to address their concernsThe Construction Manager had a three hour meeting to do an in depth review of the home with the customers to review all of their concernsWe have that list and are working with the customer to address the items on the listFrom that list, we doing some drywall repairs, address some trim issues, performing a cosmetic repair of a concrete shrinkage crack, and repair a few shingles on the roofWe are working directly with the customer to address these issuesTypically we have worked with one customer as the lead contactThis prevented both customers to be in the loop on the status of the projectWe have revisited with both customers so they both have direct contact to contact us for assistanceOur goal is the same as the customerWe want to provide a great quality home for the customersWe will continue to work together with the customer to address their concerns to get them into their home Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did meet the construction manager at our homeHe agreed to fix some issuesWe have yet to receive a copy of the issues or have yet to have any repairsNot until I sent a new complaint did he have any contact with us whatsoeverWe have been told since day that various issues would be fixed only to have those issues covered or patched instead of replacedWe are building a new home so it should be new not damagedFor example: the roof plywood bowed and splitWe were told it would be replaced only to find that it was left and cut scap 2Xfrom our yard and wedged them between our trussesThe siding people damaged the frame of our sliding door so their fix is to take the cracked piece and glue it back togetherWe brought up not having proper amount of gravel covering our French drains when we dug for the septic system their was a third of the gravel that was to be therePictures were taken and we were told the issue would be addressedThe hole was exposed two weeksThey waited until after we filled the hole to say their pictures were not good enough and if we wanted to proceed them we would have to pay someone to dig up the foundation at our own cost to verifyOur cabinets in our kitchen are not square, level, or flushWe were informed that they would not be fixing the cabinetry and it would just remain crookedNot one door in our entire home or window that the trim is levelWe were asked would we rather have doors that open and close as they are supposed to or have level/square trimWe know this sounds crazy but building a new home forgive us for wanting bothThe corner of our front porch (concrete) had broken off and has since been glued back into placeWe have since discovered five areas in our basement where not only the morter is cracked blocks are cracked from top of foundation to the floorWe of course have been informed that this is and should be accepted as industry normBut again we ask in a brand new home why should we settle for a bowed roof, cracked foundation, crooked trim work, and every ceiling and wall in the entire home are not levelIs it that difficult to do anything correctly? If all of these issues were going to be addressed as the response indicates then why in the past five weeks have the only people to step foot in our home were the trim carpenter for two hours to put pulls on our kitchen cabinets and the painter on two occasionsFive weeks is a very long time to have absolutely nothing happen within our home

? 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

Our position regarding the windows and cabinets has been communicated to Mrs [redacted] many times and it has not changed In both regards, they received exactly what they asked and paid for according to the contract The cabinet layout on their home is not even close to the Winchester model they mentioned, and this is why the cabinets don’t match That was the customers’ decision, not ours The contention that we somehow ordered “wider” cabinets without their knowledge is simply not true These cabinets are called out in the contract as well as shown on the prints; all of which were signed and approved by the customers While we unfortunately realize that the ***’s are not happy with the result of their choices on these two issues, there is no mistake for Wayne Homes to remedyI have researched and will address some of the other issues mentioned in the complaint We are not aware of what she is referring to regarding “large seams” in the wall of windows, but are willing to inspect Paint on the floor was addressed before closing and we thought they were satisfied with that, but again are willing to reinspect We had the drywaller return before closing and two more times after, and as far as we knew all those complaints were addressed The vent on the rear of the home that Mrs [redacted] claims is “not acceptable” is a required feature of high-efficiency gas furnaces It was not there initially because (as the customer indicated) an electric furnace was installed first by mistake But when we remedied that mistake, the vent had to be installed Every gas furnace we install has them As far as the other items mentioned, we are willing to send a warranty representative to inspect if the customers will agree to that Steve W***VP of ConstructionWayne Homesre

Initial Business Response / [redacted] (1000, 6, 2016/04/01) */ March 31, Re: Case #: [redacted] ; Mrs [redacted] To Whom It May Concern: The customer has reported that the edges of their laminate floor are swelling This product is covered by a manufacturer's warranty Upon the customer reporting the issues with the floor, Wayne Homes sent our own representative out as well as an expert representative from the flooring supplier This type of flooring has many great qualities, but applying bulk liquid on this flooring will most likely damage the product The flooring representative determined that the issues were caused by animal urine and/or improper cleaning products/methods and were therefore not covered under the warranty (see attached letter from Barrington Flooring) Wayne Homes had sent the flooring company out initially on January 16th to trim carpet fibers and also replace some of the hard surface flooring that had chips and scratches Nearly a year later, the tech returned for a service call and he observed the raised flooring edges; including the boards that had been replaced during the first service It was also reported that the floor was covered in one area by an area rug The floor under the rug did not have the damage that was witnessed to the floor not protected by the rug After analyzing the floor and researching the finding with the manufacturer's guidelines, the flooring company provided the information in a letter along with pictures documenting and supporting their findings While it is rare for a manufacturing defect to occur, it can happen from time to time Wayne Homes has asked the flooring company to submit a review request with the manufacturer to verify the findings even further Once the review comes back, Wayne Homes will be happy to share this with the Home Owner Sincerely, Steve [redacted] W [redacted] VP of Construction Wayne Homes Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will concur with the improper cleaning products/methods However it was NOT done by us, the home owners Any cleaning we performed was done using approved laminate spray floor cleaner and paper towels, which was confirmed as appropriate methods by the expert representative from the flooring supplier on the Dec 3, visit Our issue is that the improper cleaning products/methods were used by our Project Manager, Michael S [redacted] As explained in my initial complaint, both my husband and I witnessed him using a Wet Jet while he was performing our final cleaning of our house Yes we have pets However animal urine did not cause all these bubbles Liquid would have to set on these floors for quite some time to cause issues, as well as be a significant amount We have two small dogs who are caged for the majority of the day while we are at work When an accident occurs, we clean it up immediately The attached letter dated 3/31/states we received a Floor Care GuideWe did not receive any such material The pictures in the attached file will not open due to insufficient privileges Your attached letter also referenced the reason for the January service was to replace scratched/chipped boards This is incorrect The reason for the service call was to fix the loose floor vents because the cuts made to the flooring when initially installed were too big for the openings Our vents were not snug in place The tech had to replace these boards because the openings were beyond repair On the Dec visit, the areas under the rugs did in fact have damage And I would be glad to show you the areas because they are areas in which animal urine could not have reached them Lastly, we live in South Central Pennsylvania, which gets hit with horrible snowy winters...more than Northeast Ohio Snow, rain and mud get tracked in for out of the months in a year To make this whole story plausible, the area in front of our exterior front door should have the worst damage because this area would receive the most amount of liquid Ironically, that area has very little damage ---If your argument is that improper cleaning methods caused damage, then Mike S [redacted] used the improper method ---If you argument is a build up of fluid such as water and urine, then the worst parts would be in front of our door...which it is not Final Business Response / [redacted] (4000, 10, 2016/04/15) */ Thank you for allowing us to respond to this customerAs mentioned before the bubbling damage observed is common with improper use of cleaning products, prolonged exposure to liquid, and or repetitive exposure to liquidsThe findings of the flooring company that were shared with the customer along with the photographs supporting this claim indicate one or more of the above-mentioned causes Wayne Homes will send an additional copy of the Floor Care Guide to the homeowners address I have consulted with the Field Manager who used a dry mop to do a last final touch up before closing with the customer Even if the customers accusations regarding use of a wet mop were accurate, both Wayne Homes and the flooring company agree that one use would not cause the damage that is observed Furthermore, additional damage has occurred to flooring that was replaced nearly a year later after the alleged mopping occurred In short, our position stands that the flooring damage is not a manufacturing defect and therefore not covered under warranty

? I am rejecting this response because:? Stinky water:? Wayne Homes plumber told us the issue was NOT fixable - also we have CITY water, NOT ? well water.? As far as we knew this issue was closed with Wayne Homes & that's why we hired our own plumber.? ? ? As for sewer clog - yes, they sent out a plumber- but we were charged & paid for? clearing the lines? We have NOT used a single wet wipe since, yet the line clogged again in less than year, just outside the house.? Logic tells us this may a larger problem with how the sewer line was laid & angled for proper draining.As you will see the original 'punch list' for the 2yr warranty took almost ONE YEAR to resolve.? If Wayne Homes will look at our records we have almost ALWAYS 'fallen through the cracks' when it comes to a timely resolution on? anything we've reportedWe've had to make multiple calls for the same issues on more than one occasion.- this is our greatest frustration.? ? We believe it was Don, the field rep who, when cracks in the basement walls were pointed out, said that we should monitor them as it may require service should they change.? We can only hope that should this become an issue Wayne Homes will honor their foundation warranty in a more timely manner.We now have the strike plate which I will replace [redacted] & [redacted]

Thank you for sending this concern to usI have contacted my staff regarding the concerns listed by the customerI have also spoken with the customer and have reviewed the current situation along with our plans to complete outstanding itemsWayne Homes recognizes the stress involved in building a new home which is often compounded when things do not go perfectly to plan as with many construction projects Our primary focus is to build a quality home that our customers will truly enjoy Sometimes this means sacrificing time rather than the quality As of today, Wayne Homes is still waiting for the authorization and disbursement of the drywall draw which was completed on or by November 4th, In an effort to keep the job moving, the Construction Manager continued to schedule trades and work to be completedThis week alone painters, trim carpenters, flooring installation, and plumbers have been on site to complete various scopes of work We are currently working towards a closing date in the first part of January Wayne Homes is committed to completing the job and meeting the highest standards set by the company We apologize if the customer feels we have “put (them) on the backburner” but that is most definitely not the case and we will continue to work together towards completion

? I am rejecting this response because: This is not acceptable1st and foremost we have MANY issues that remain unfixed in our homeIssues that I have specifically made Steve aware ofOur wall of windows has huge seams that need repaired, there is paint on the floor in almost every room, there are drywall issues in every single room, the vent that was put on the back of our house is not acceptable? This on top of other quality control issuesWe have spoke with the site manager, as well as Adam and Steve to try to get these situations resolvedThey have yet to attempt to fix these issues.? 2nd, Wayne Homes is supposed to be the expert and guide the consumer through the home buying process? We upgraded our windows to all PELLA windowsThis was in our contract? As we were going through, they said The wall of windows would be $to change the wall of windows to Pella blackWe chose to go with white windows in the back to save the money, but we had no idea that these windows would be completely differentYes, that’s what we chose, but Wayne Homes should have made us aware that these windows would look completely different? While Steve from Wayne Homes believes we should have known this, we did not, and was shocked that the “experts” would not have made us aware of such a HUGE difference! ? As soon as they went up, I could not believe that they would not tell us they were going to look so different? They truly did not care, and I was repeatedly told “that’s what’s in your contract” or “we are running a business, and that’s what you paid for”.? ? Theur solution was for us to pay for all new new windows on the back of our house, at over DOUBLE the original quote? They wanted us to pay for PELLA windows, in which we already paid for!! We could have ordered black in all windows except for the wall of windows? We chose wait so the back of the house would all look the sameWe had no idea that the wall of windows would have big bold bright white trim and the rest of the windows would have thin cream trimSorry, but it is not acceptable that the answer is “too bad, that’s what you ordered”It is Wayne Homes responsibility to make us aware of what we are purchasing, and not assume we should know that the windows would look completely different.? ? As as far as the kitchen goes, we did not order those cabinets, Wayne Homes didWe asked for TALLER cabinets, not wider? YES, we were well aware of the bulkhead that was beside the kitchen, but had NO idea that they ordered WIDER cabinets? The other point is that Wayne Homes was 100% aware that we wanted crown molding for our cabinets, and that we were going to add that ourselvesThey even gave us a quote to add crown? So why would they not tell us that there is no way to add crown molding because of the bulkheadThe layout of the kitchen does not match the model because WAYNE HOMES ordered wider cabinetsIt was 100% their responsibility to explain that we would not be able to have crown moldingThis was a HUGE disappointment, considering it was one of the most important reasons we “custom built” a home? We didn’t even leave with prints that day because the computer at Wayne Homes was down, they were emailed to us? This was something an expert home builder should have made us aware of, we have never built a home before, and paid an “expert” to guide us through the process.? ? As for the HUNDREDS of other things that need fixed, Wayne Homes ASSURED us that they would be taken care of within days? My husband did a walk through and pointed out all of the issuesAlmost NONE of these issues have been taken care of? The poor quality, and lack of customer service has made this a horrible experienceThey truly do not care about their customerOur house sat empty for weeks upon weeks because our house was simply not a priority? We were told that they even pulled contractors to go to other homesThis was because we did not have a home build guarantee? We paid a lot of money for a home that has issues in every single room? I would be more than happy to send pictures of the paint on the flooring that we spent $16,to install, or the terrible drywall work, or all the other issues we have? I already sent these pictures to Steve W [redacted] in November? As always, nothing was done to correct these issues.? This is simply not acceptable, and we are not satisfied with the response?

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

? I am rejecting this response because: As the attached pictures show the wood is saturated and needs replacedThis is the expected response from Wayne Homes as they take every shortcut and mediocre way to put a band-aid on everythingI once again had several contractors look at this issue and all agreed that it needs replaced except for Wayne HomesTheir contractors always stand by their original work and every contractor I have evaluate it just shake their headI also would like a response about every other claim I made in my initial complaint not just about the recent moldThese complaint have been made and documented everytime throughout the warranty period and nothing was ever fixed.?

The ***’s were not happy with the prints they reviewed during their pre construction meeting. The prints were drawn according to the design stated in the written contract that was signed by the ***’s at the point of purchase. John R [redacted] set a meeting to review prints and make revisions with Jessica H [redacted] on 8/12. Jessica completed a change order with changes to the front elevation of the home and drew prints for their approval and review before signing the change order. Prints were not cause for delay in the process. The lender called and explained the inability to meet the closing date of 8/31. The lender stated a reason of TRID (TILA/RESPA Integrated Disclosure rule, also known as TRIDSince this rule is designed to help borrowers understand the terms of their home financing transaction, there is a trend to start referring to this rule as theKnow Before You Owe ruleinstead of TRID.The Know Before You Owe rule took effect October 3, 2015.)processing for the delay. TRID is a federally regulated process all loans are required to follow as of October of 2015. TRID is not a function of Wayne Homes Any closing dates or contractual dates provided regarding land were provided to Wayne Homes by the ***’s. Wayne Homes did not ask for an extension regarding land. The seller of the land and their request for earnest money is a separate contract that does not involve Wayne Homes. It was negotiated by the ***’s realtor and the seller. As mentioned in a previous response. The $1,deposit paid to Wayne Homes is non refundable according to the New Home Construction agreement signed by the ***’s From: H [redacted] , Kim