Wayne Homes

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

To Whom It May Concern: I am responding to the complaint posted by *** ***. Unfortunately, the stated complaint is extremely misleading and inaccurate. We have responded to multiple requests for warranty service on this home since they closed with us on
9/2/16. The vast majority of the issues addressed have been minor cosmetic issues, primarily paint and cabinet/trim adjustments. Part of our difficulty resolving these issues is the inability or refusal of the customer to provide a comprehensive list of items they want addressed. We would schedule a visit, address or items as requested, only to have a completely new list show up a week or two later. This pattern continued for approximately months after closing until we finally proposed to have a meeting at the house, and develop one last comprehensive list of cosmetic items to address. The customers agreed to this, and that meeting occurred on 1/26/17. Our representatives walked through the house with the owners, room by room. A final list was prepared, agreed to, and documented on a Change Order which the owners signed. Our warranty technician scheduled the work to be done on 3/and 3/3. After the first day of work on 3/2, our tech received a text message from the owners indicated that they were satisfied with the work done that day. During his visit the next day on 3/3, Mrs*** pointed out other items that were not on the agreed list. Since he was there anyway, our tech agreed to address those items as well in the interest of customer satisfaction. Following that visit, Mrs*** indicated she was not satisfied with one of those final two additional repairs that were completed (specifically the paint touch up appearance after a piece of trim was adjusted)At this point, our patience with addressing a never-ending sequence of minor cosmetic issues had run out. The customers had lived in the home for months at that point, and there was no longer any way to tell whether these issues existed during construction or were caused by the moving process or simply living in the house. We sent them a letter offering a one-time $payment toward the painting of that one last piece of trim that we addressed. They refused and posted this Revdex.com complaint insteadWe have never refused service to these customers. After many months and multiple visits over minor cosmetic issues, we simply asked for a meeting so that one final list could be addressed. They agreed and that was done; however, quickly broke that agreement by adding new cosmetic items. The remainder of the 2-year Fit & Finish warranty as well as the 10-year structural warranty are still in effect for any new legitimate issues that arise. However, the time to address minor cosmetic imperfections is long past Drew E*** 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*** 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: 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

I am rejecting this response because:
If they are not aware of the issue with the wall of windows, then they are simply not detail oriented This was included in my email to Steve I’m not sure why they feel the drywall issues have been resolved, and again speaks to the complete lack of detail I would be more than happy to send pictures of the numerous drywall issuesThe windows in the sunroom have large gashes, as well as the front door There are drywall issues throughout the house, and as I said before, I sent several pictures directly to Steve, and not one of those issues were corrected If he needed clarification, then a follow up should have been requested The drywall contractors came out to finish, but by no means corrected all of the issues The wall of windows has been discussed several times with the site manager, and has yet to be correctedYou can clearly see whe seams of the woodWe specifically discussed this before we signed our contract, and many times throughout the processThis being a focal point, it needed to look goodI even gave all parties a picture This needs correctedAs for the ventilation system, we were told that they were looking into other options, and of course we never heard another word They also said they put the ventilation there because they thought we were building a deck, which we are not Yes, I understand there has to be a ventilation system, but it does not have to look like that, and it did not have to be placed there As I said, when it was installed they said they were going to try to find other options, and we heard nothing after that. As for the windows, we absolutely did not get what we paid for or asked forWe thought we were getting all white windows in the back that would be the same color! Not even close!! This 100% should have been discussed with us!! We had no idea that the white windows that Wayne Homes Ordered were completely different colors! It is very telling of the organization when the only response is that we got what we paid for We paid for an expert to guide us through the process, and they simply did not do that! Yes, that is what is in our contract because we were not properly informed!! Steve feels we “should have known”, but isn’t their responsibility to inform us? ! As far as the kitchen goes, I understand at this point there is no changing itI think it’s sad that Wayne Homes would not guide Home buyers and make them aware of what could be potential issuesWhen we saw that the cabinets were too high and pretty much ended at the bulk head, we asked why we were never told that this would be an issue The response from a Wayne Home employee was that they didn’t know until it went to CAD We were VERY clear that we wanted crown molding and we were NEVER told that would not be possibleI have been repeatedly told from Wayne Homes that “that’s what’s in our contract” and “that’s what we paid for” I still am in shock over how little Wayne Homes cares about their clients, and how we spent so much money on an inferior product A great example is how they feel the drywall work has been completed when you can go around and see actual holes beside several of the outlets, huge places on the walls and simply poor quality of work. Like me I said, I would be more than happy to supply pictures of my home in it’s current state. I certainly hope that someone learns from our mistakesWayne Homes does not accept any responsibility for the issues that would never have happened if they would have guided us properly through the process and gave us the service that we paid for, but did not receive

Tell us why here..3/2/2018 To Whom It May Concern: Thank you for the opportunity to respond to Mr***’s complaint. We have visited his home numerous time for reported furnace problems, only to discover (every single time) that the furnace was functioning
properly. For the sake of brevity, I will only discuss the recent history on this.8/7/17: The customer reported a “smell” coming from the furnace and/or AC unit, so we sent the HVAC company who installed the equipment (*** ***) to inspect and repair if any issues were found. The equipment was fully inspected and found to be functioning properly, and their determination was that it was simply recirculating existing air (and odors) inside the home. The customer was not happy with that response so we decided to go above and beyond and install a UV air purifier at no cost to the customer. $in cost was paid by Wayne Homes despite having no actual problem to correct under the warranty.11/22/17: We received another service request on his furnace, relating to reported problems with the ignition system. *** *** was sent out again, and again fully inspected the furnace. They checked all parts, cleaned the ignition system just in case, then cycled it several times to make sure it was working properly. No issues were found with the furnace.12/7/17: Mr*** made another warranty complaint that the furnace was clicking 5-times before igniting (which, for the record, is entirely normal). We again sent *** ***, who again inspected everything and cycled the unit multiple times. No issues were found with the furnace.12/28/17: The customer called in to report the same issue. We attempted to send *** *** yet again, but this time they refused because they had already been out multiple times and never found a problem. After some persuasion, they agreed to go only if one our representatives (Shawn S***) was also present. That visit occurred on 1/8/18, and the furnace was again thoroughly inspected and cycled. The customer’s reported issue could not be duplicated and the furnace was again found to be working properly.1/19/18: Two Wayne representatives (Shaw S*** and Matt M***) returned to the home to work on a few issues unrelated to the furnace. While there, they were asked again by the customer to check the furnace. Once again, the furnace was inspected and cycled several times and found to be working properly.At this point, it’s quite possible that Mr*** has the most thoroughly inspected and repeatedly tested furnace in America. We respectfully decline to participate further in this matter. Drew E***SrVP of ConstructionWayne 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*** 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

Initial Business Response /* (1000, 5, 2015/12/02) */
To Whom it May Concern:
For the sake of expedience, I have attached the letter I sent this customer in September and that he referred to in the complaintYou can clearly see that I did not void the waterproofing warranty as claimed by the
customer
The waterproofing warranty (provided by the product manufacturer, Tremco Barrier Systems) includes some conditions in order for a warranty claim to be supportedNamely that underground drainage systems must be installed and functioning properly, and that proper surface drainage must be maintainedWayne Homes installs the footer drains initially, but the termination of those drains (either a footer sump discharge or natural drain) must be run away and maintained by the customerUnderground downspout drains are always a customer responsibility by our contract, as is maintaining proper surface slope around the home
In this situation, we identified two apparent contributing factors (as discussed in my letter)First, that both the downspouts and footer drains terminate in one 4" pipe that is insufficient to handle the water volumeAnd second, that are surface drainage issues resulting from the neighboring property and the customer's drivewayI merely suggested that they needed to eliminate those factors first, before Tremco would be willing to do any more warranty workI also offered to return, once the issue of the 4" discharge was corrected, and ensure all the footer tile was clear before we investigated other possible causesHowever, I was never given that opportunity and I still don't know if the drain discharge issue was addressed
With all that said, I am willing to discuss some amount of reimbursement if there were legitimate problems found with the footer drains and the customer has documentation (i.epictures) to that effect
Thank you,
Drew E***
VP of Construction
Wayne Homes
Initial Consumer Rebuttal /* (3000, 7, 2015/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If the neighbors house was a issue it should of been addressed at the time of construction since that house was here before we builtThe water intrusion is about feet away from the drain tie in, so it is not an issue hereWe had two outside contractors come out to jet and camera the footer drainBoth parties came to the same conclusionI called Wayne homes and told them what both contractors foundWayne homes chose to deny what the problem wasAll photos and documentation to back this fact up are with my lawyer
Final Business Response /* (4000, 13, 2016/01/19) */
To Whom It May Concern:
We have not seen the photos & documentation the customer refers to, so I can't comment on the problems he claims to have foundAs previously stated, we never refused to honor our warrantiesI merely stated that he needed to correct the drain discharge issue first, and we would return to investigate if that didn't solve the problemIn any case, the customer has already retained an attorney and our counsel has already respondedI do not believe there is any need for further Revdex.com involvement given the course the customer has chosen to take
Drew E***
VP of Construction
Wayne Homes
Final Consumer Response /* (4200, 15, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We only got a attorney involved because Wayne homes has given us so many excuses as to what was causing the water intrusionIt was only after I hired two outside contractors to look at my water intrusion that I found the problemI have called many times on this asking to speak with Drew and he does not return my callsI have spent thousands of dollars to correct a problem that should of been covered under my yr basement warrantyWe have had plenty of rainfall since I have had the problem corrected and that area of my basement shows no sign of water intrusionHere are just some of the pictures that have been takingIf you would like to see more Drew and talk about this please give me a call

*** and *** *** stopped into the Delaware model center on 6/21/and met with Angie M*** After a few visits and obtaining pricing they signed a purchase agreement on 7/6/ The ***’s advised Wayne Homes of a contract they had on land that expired on 8/and asked for our
assistance in expediting their process so they could meet the deadline their realtor assisted them in establishing with their land offer. We advised we would do all that we could to assist them in accomplishing their goal Wayne Homes completed selection meetings and a meeting at the property and submission of final numbers to the ***’s lender On 8/*** *** stopped into the Delaware model center, day after meeting with Design Consultant, Jessica H*** and expressed they were feeling “rushed” when speaking to the Sales Manager John R**. They were also concerned about their blue prints and requested to see a more finalized version with their changes. John apologized and offered to schedule an appointment for the next day to review the selections and design of their home and also arranged for new blue prints to be completed within a week. Blue prints were available on 8/and the ***’s picked them up On 8/27/Angie M*** received a phone call from *** *** that her closing date had been pushed to 9/or 9/and they weren’t going to close before the 8/deadline. *** advised the seller of land was refusing to extend the closing date Angie escalated the issue to her Sales Manager John R**. John made a phone call to the lender and verified the closing could not take place sooner than the first week of September. John then contacted the land seller to ask for an extension. The seller verbally agreed but stated he was not interested in paying commission to the ***’s realtor for the transaction. John realized he was not in a position to negotiate these items and relayed the message to the ***’s On 8/John received a call from the land seller advising he had not heard from the ***’s. The land seller was willing to return the earnest money deposit of 2,to the ***’s and move forward with a later closing date if the ***’s removed their realtor from the transaction. Land seller reported that the realtor was non responsive and did not assist with the buying process. John advised that those requests and conversations needed to be negotiated with the buyer. John reached out to *** encouraging her to contact the land seller. He advised her that everyone was working very hard to make this dream a reality. She stated that she was on vacation in Tennessee and that he had ruined her vacation. John also called *** *** on 8/at noon to advise he had spoken to the seller who was willing to extend the contract. *** became very upset advising John he ruined their vacation and stated he would be contacting the seller to get his deposit back and that he wanted his $deposit back from Wayne Homes 9/1/*** *** called in demanding $3,000.00. John spoke to her and explained that the earnest money was not part of the transaction with Wayne Homes, the offer on land was made prior to signing a purchase agreement on it and those terms were negotiated by her realtor. John advised *** the $1,deposit paid to Wayne Homes was not refundable as stated in the purchase agreement and advised that the seller was open to negotiating if they would like to move forward. He also offered to assist with connecting them with a local realtor if they chose to find a different piece of property

Initial Business Response /* (1000, 5, 2016/05/04) */
Thank you for allowing us the opportunity to respond to this customer While we have been working with this customer to make several of these repairs, they seem to want alter or change the pre-agreed upon terms and conditions of the
repairs
The concerns with the water infiltration have been addressed and we have sent out a technician on several occasions to ensure the door and walls are properly sealed From the information that our technicians have provided, the water intrusion is directly related to improper grade which is resulting in water running towards the foundation As per our contract, the maintaining of a proper grade is the Home Owner's responsibility Once the customer corrects this issue and if water intrusion continues, we will be happy to send a technician out to investigate further
Concerning the exterior waterproofing at the garage; Wayne Homes has offered and is still offering to come out to touch up the exterior above grade water proofing However, the Home Owner has been difficult to contact so that we can schedule the activity
As far as the concrete slab in the garage is concerned; Wayne Homes agreed to replace the slab for customer satisfaction reasons even though the previous slab was well within industry standards The Home Owner was made aware of the potential need to repaint the interior block of the garage The customer agreed to, in a signed change order, supply the paint and Wayne Homes would provide the labor to repaint the block as needed
Wayne Homes and the customer agreed to clean the walls free of dust that would result from cutting out the previous concrete slab Again the Home Owner was made aware of the potential for collateral damage as a result of unnecessarily replacing the concrete slab in the garage As a good faith gesture, Wayne Homes is willing to patch the drywall if there are defects caused by the trade during installationHowever, the Home Owner will again need to provide the paint and do their own touch ups as needed It should also be noted that the Home Owners selection of paint sheen may cause blending issues after touch up paint is applied
We look forward to getting these issues finally resolved and moving in a positive direction
Initial Consumer Rebuttal /* (3000, 7, 2016/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our first request was for WH to send out a service representative to see the damages first handWhen will this happen? They did not respond to that requestI am sorry that whoever wrote this response from WH is not running for US president this year, like most politicians this response from WH avoided the issues or I feel they did not really read my compliant I was very detail oriented and that included dates with my compliant yet WH still did not address the issuesI will respond by paragraph to WH replyPar1- I did not alter or change the per-arranged upon terms and conditions of the repairsIt was the damage done by WH subcontractors that changes the terms and conditions of the repairsI don't understand why WM doesn't see this points Par 2--This whole paragraph is another example of WM not reading our compliantI do not understand what they are referring to "water infiltration", that doesn't have anything to do with the rain water that hits the siding and seems to leak around the trim of the doorI'm requesting the notes that WH has from till now on this basement door leakage, because a problem with the grading around the house in this area has never been brought up beforeWH is avoiding the issue againPar3--Late Decwas when the garage floor was pouredBecause we did not hear from WH we emailed them in early March which was stated in our Revdex.com complaintLate March my wife called Mike of WH, left a message saying not to come out to do the painting for the exterior until there were days of degree weather together to do the painting as to allow for adequate dryingMarch was too early in the year to paint outside, but that I wanted him to bring the replacement hinges for the rusty ones for garage doorI did not hear from Mike the technician until April 6, where I responded the exact words as stated aboveAs a matter of fact we find it hard to contact the technician Mike and have him call us backPar 4--Since when does industry standards slope a slab of cement towards the foundation of a house creating pools of water in front of the house entrance door with the water continuing to the foundation blocks allowing water to seep through to the basement causing further damage(During the snowy winter of 2014, snow melted from cars parked in the garage creating large amounts of water on the floor and condensation of the garage on the walls and ceiling causing the hinges of the entrance door to rust.) Par 5--In this paragraph WH refers to the unnecessary replacing of the concrete slab in the garageIf this was not necessary-what company would spend money and materials to do unnecessary work? Again if WH can see the need to paint exterior cement blocks with their paint because they were damaged by their subcontractor, why don't they see the need to paint the same interior blocks with their paintIn addition WH did not address the issue of the sidewalk that needs cleaned due to their contractor spilling splotches of cement while replacing the cement blocksI feel that the response from WH was vague and they didn't look at their records of the pastOnly relying on the technician's words as to what has been happening here
Final Business Response /* (4000, 9, 2016/05/27) */
Thank you for allowing us the opportunity to respond to this customer We feel the best way to gain progress with these issues is for the customer to contact us directly so that we can schedule a date and time to inspect their concerns and schedule the required repairs
Wayne Homes agrees there are items that have previously been agreed upon that still need completed:
Water infiltration at egress door: Again, we feel this is a grading issue but will be happy to send a representative and also a field technician out to investigate further
Exterior above grade waterproofing: Wayne Homes has offered and is still offering to come out to touch up the exterior above grade water proofing However, the Home Owner has been difficult to contact so that we can schedule the activity
Garage interior block paint: The Home Owner was made aware of the potential need to repaint the interior block of the garage The customer agreed to, in a signed change order, supply the paint and Wayne Homes would provide the labor to repaint the block as needed
Garage drywall repairs: As a good faith gesture, Wayne Homes is willing to patch the drywall if there are defects caused by the trade during installationHowever, the Home Owner will need to provide the paint and do their own touch ups as needed It should also be noted that the Home Owners selection of paint sheen may cause blending issues after touch up paint is applied
Sidewalks: Wayne Homes is willing to acid wash the areas noted by the customer and apply a coast of sealer is needed Due to the way concrete ages, there may be a slight color variation between the new sealer and the existing that should blend over time with exposure to the elements
If the customer is satisfied with these agreements, we ask that they call our Customer Care department at 1-800-576-to schedule a visit with representative and a technician

*** *** *** ***
*** *** *** *** *** ** *** **
*** *** *** *** *** *** *** *** ***
*** *** ***
Thank you for the quick responseIt looks like I have until the 23rd to close or request mediationI'm placing another request to Wayne's warranty department today in hope of a resolution (which will hopefully include honesty)
Thank you for your helpIm afraid that my family would have been taken advantage of without it
Regards,
*** ***

Initial Business Response /* (1000, 6, 2016/04/01) */
March 31,
Re: Case #: ***; Mrs*** ***
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 ** W***
VP of Construction
Wayne Homes
Initial Consumer Rebuttal /* (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*** 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*** 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 /* (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

Initial Business Response /* (1000, 5, 2016/05/04) */
Thank you for allowing us the opportunity to respond to this customerWhile we have been working with this customer to make several of these repairs, they seem to want alter or change the pre-agreed upon terms and conditions of the
repairs
The concerns with the water infiltration have been addressed and we have sent out a technician on several occasions to ensure the door and walls are properly sealedFrom the information that our technicians have provided, the water intrusion is directly related to improper grade which is resulting in water running towards the foundationAs per our contract, the maintaining of a proper grade is the Home Owner's responsibilityOnce the customer corrects this issue and if water intrusion continues, we will be happy to send a technician out to investigate further
Concerning the exterior waterproofing at the garage; Wayne Homes has offered and is still offering to come out to touch up the exterior above grade water proofingHowever, the Home Owner has been difficult to contact so that we can schedule the activity
As far as the concrete slab in the garage is concerned; Wayne Homes agreed to replace the slab for customer satisfaction reasons even though the previous slab was well within industry standardsThe Home Owner was made aware of the potential need to repaint the interior block of the garageThe customer agreed to, in a signed change order, supply the paint and Wayne Homes would provide the labor to repaint the block as needed
Wayne Homes and the customer agreed to clean the walls free of dust that would result from cutting out the previous concrete slabAgain the Home Owner was made aware of the potential for collateral damage as a result of unnecessarily replacing the concrete slab in the garageAs a good faith gesture, Wayne Homes is willing to patch the drywall if there are defects caused by the trade during installationHowever, the Home Owner will again need to provide the paint and do their own touch ups as neededIt should also be noted that the Home Owners selection of paint sheen may cause blending issues after touch up paint is applied
We look forward to getting these issues finally resolved and moving in a positive direction
Initial Consumer Rebuttal /* (3000, 7, 2016/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our first request was for WH to send out a service representative to see the damages first handWhen will this happen? They did not respond to that requestI am sorry that whoever wrote this response from WH is not running for US president this year, like most politicians this response from WH avoided the issues or I feel they did not really read my compliantI was very detail oriented and that included dates with my compliant yet WH still did not address the issuesI will respond by paragraph to WH replyPar1- I did not alter or change the per-arranged upon terms and conditions of the repairsIt was the damage done by WH subcontractors that changes the terms and conditions of the repairsI don't understand why WM doesn't see this pointsPar 2--This whole paragraph is another example of WM not reading our compliantI do not understand what they are referring to "water infiltration", that doesn't have anything to do with the rain water that hits the siding and seems to leak around the trim of the doorI'm requesting the notes that WH has from till now on this basement door leakage, because a problem with the grading around the house in this area has never been brought up beforeWH is avoiding the issue againPar3--Late Decwas when the garage floor was pouredBecause we did not hear from WH we emailed them in early March which was stated in our Revdex.com complaintLate March my wife called Mike of WH, left a message saying not to come out to do the painting for the exterior until there were days of degree weather together to do the painting as to allow for adequate dryingMarch was too early in the year to paint outside, but that I wanted him to bring the replacement hinges for the rusty ones for garage doorI did not hear from Mike the technician until April 6, where I responded the exact words as stated aboveAs a matter of fact we find it hard to contact the technician Mike and have him call us backPar 4--Since when does industry standards slope a slab of cement towards the foundation of a house creating pools of water in front of the house entrance door with the water continuing to the foundation blocks allowing water to seep through to the basement causing further damage(During the snowy winter of 2014, snow melted from cars parked in the garage creating large amounts of water on the floor and condensation of the garage on the walls and ceiling causing the hinges of the entrance door to rust.) Par 5--In this paragraph WH refers to the unnecessary replacing of the concrete slab in the garageIf this was not necessary-what company would spend money and materials to do unnecessary work? Again if WH can see the need to paint exterior cement blocks with their paint because they were damaged by their subcontractor, why don't they see the need to paint the same interior blocks with their paintIn addition WH did not address the issue of the sidewalk that needs cleaned due to their contractor spilling splotches of cement while replacing the cement blocksI feel that the response from WH was vague and they didn't look at their records of the pastOnly relying on the technician's words as to what has been happening here
Final Business Response /* (4000, 9, 2016/05/27) */
Thank you for allowing us the opportunity to respond to this customerWe feel the best way to gain progress with these issues is for the customer to contact us directly so that we can schedule a date and time to inspect their concerns and schedule the required repairs
Wayne Homes agrees there are items that have previously been agreed upon that still need completed:
Water infiltration at egress door: Again, we feel this is a grading issue but will be happy to send a representative and also a field technician out to investigate further
Exterior above grade waterproofing: Wayne Homes has offered and is still offering to come out to touch up the exterior above grade water proofingHowever, the Home Owner has been difficult to contact so that we can schedule the activity
Garage interior block paint: The Home Owner was made aware of the potential need to repaint the interior block of the garageThe customer agreed to, in a signed change order, supply the paint and Wayne Homes would provide the labor to repaint the block as needed
Garage drywall repairs: As a good faith gesture, Wayne Homes is willing to patch the drywall if there are defects caused by the trade during installationHowever, the Home Owner will need to provide the paint and do their own touch ups as neededIt should also be noted that the Home Owners selection of paint sheen may cause blending issues after touch up paint is applied
Sidewalks: Wayne Homes is willing to acid wash the areas noted by the customer and apply a coast of sealer is neededDue to the way concrete ages, there may be a slight color variation between the new sealer and the existing that should blend over time with exposure to the elements
If the customer is satisfied with these agreements, we ask that they call our Customer Care department at 1-800-576-to schedule a visit with representative and a technician

To Whom It May Concern, I am aware that the customer called in last Thursday regarding the strike plate, and we are in the process of attempting to schedule a visit right now. I apologize that it has taken a week to respond to this request.
Concerning the other two issues mentioned: the “stinky” water and the sewer clog. Our plumber was actively investigating the water issue when the homeowners decided to hire someone else, who replaced the water heater anode rod. The anode rod serves a purpose in prolonging the life of water heaters; however, are known to sometimes cause odor issues (particularly with well water). This was not a “defect” that required a warranty remedy, but we were still attempting to help the customer The sewer clog was discovered by our warranty rep while onsite performing other work. We had our plumber snake the drain, and found it clogged outside the home with a large pile of “wet wipes”. I realize that some wet wipes are advertised as “flushable”, but the fact is that they don’t disintegrate like toilet paper does and are prone to causing clogs. Regardless, we again addressed an issue that wasn’t our strict contractual responsibility We have never denied warranty service to this customer, though I admit we have been late responding to this strike plate issue. It will be taken care of promptly. Sincerely, Drew E*** VP of Construction Wayne Homes

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for sending the concern of this customer We agree that the customer has had concerns about the concrete in their home We have addressed all of the area that is required to be addressed by the warranty The customer had mentioned
that they did not like the control joints in their garage Control joints are used to try to promote shrinkage cracks to occur with the control joints In the interest of customer satisfaction, we did fill the control joints to make it more visually appealing for the customer As the customer mentioned, we did replace the front porch and the front lip of the garage This porch does have a shrinkage crack and that is a occurrence in concrete This shrinkage crack is hairline and is not a warranty item We let our customers know those shrinkage cracks are a occurrence with concrete slabs This is a shrinkage crack The customer still had concerns with the garage floor so we contracted an industry professional, to go review the floor What was determined at the August inspection is that the floor doesn't have reduced structural integrity for the slab What was seen was a condition called crazing This is an esthetic condition that doesn't impact the structure of this slab This esthetic issue isn't covered under the warranty and is a very common occurrence when concrete dries and cures We have provided these findings of the expert to the customer for their piece of mind It was also noted that chipping had occurred in approximately spots This is typically the result of items falling or impacting the slab This is also something that isn't covered under the warranty However, in the interest of customer satisfaction, we offered to address these few areas for the customer The customer refused that offer on September 16, We will again reach out to offer one last opportunity for us to assist in those areas We always look for opportunities to go above and beyond for our customers We also have done that in this case for this customer While 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 /* (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,
***

Initial Business Response /* (1000, 5, 2016/05/11) */
To Whom It May Concern,
I am aware of Mr***'s concerns As this home is over years old, the only warranty still provided by Wayne Homes is our 10-yr structural warranty Basement water leaks are not a structural issue that would be
covered by that warranty Mr*** does have a waterproofing warranty in effect through the manufacturer of that product Representatives from the manufacturer have inspected Mr***'s home and found no sign of an active leak that required any remedy Representatives from Wayne Homes (despite the fact that he is out of our warranty) also inspected multiple times and likewise never found any indication of an active leak Quite simply, there is no problem with this basement to address The fact that Mr*** had MrRooter inspect the footer drains, finding them partially filled with water, in no way indicates that there is a problem with their installation That is the purpose of those drains, and occasionally they will have water in them If any of our inspections had shown any sign of a real problem, we would have been happy to help Mr*** obtain service from the manufacturer But that has simply not been the case
Sincerely,
Drew E***
VP of Construction
Wayne Homes

August To Whom It May Concern: We recently performed a repair on a bowed piece of OSB sheathing on the exterior of the home. When we removed the siding, it was clear that piece of OSB had gotten wet at some point because there was a small amount of surface
mold. That piece of OSB was completely replacedAt the request of the homeowner, we returned later and spot-checked several other locations on the home. The homeowner’s father was present during this visit, and we removed siding at several locations at his direction to check for mold. No mold was found in any of these locations. Apparently unsatisfied that no more mold was found, the homeowner demanded we return yet another time and pull off even more siding. This is not a reasonable request, and it amounts to my company spending money searching for a theoretical problem that there is no evidence of. Instead, in the interest of customer satisfaction only, I offered to have an air quality test done inside the home to check for elevated mold spore counts. We are currently waiting on the results of that test Sincerely, Drew E*** VP of Construction Wayne 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

? 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*** & *** ***

Initial Business Response /* (1000, 11, 2015/11/10) */
Please see our attached response:
(Revdex.com - converted from original document See file.)
________________
Our agreement with *** *** 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*** *** (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***'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*** 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*** 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***
President & CEO
Wayne Homes
Initial Consumer Rebuttal /* (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 ***
Final Business Response /* (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