Wayne Homes

Initial Business Response /* (1000, 5, 2015/11/13) */
Thank you for sending the concern of the customer to us We have reviewed this situation previously with the customer The "Completion Date Program" is offered to our customers to give them a payment if Wayne Homes misses the completion date
The program calls out the following exceptions:
"Exceptions to the payment guarantee are as follows"
..."if homeowner is performing work on home that was credited by Wayne Homes"
"Delays caused by the homeowner failing to meet their contractual responsibilities in allocated time frame."
"Failure of the financial institution or homeowner to disburse funds in a timely manner."
This home had the customer provide and install stone on their home, the funds were not disbursed in the time frame stated in the contact, and the customer did have delays getting gas connected to the home All of these issues void that program on this home
When discussed with the customer, the major delay that occurred on the customer's part was getting gas to the home The home can't be completed without this key utility Our records indicate that we tried to assist the customer by calling the PUC to help expedite the process Our understanding was that the customer was also calling the PUC since that was their contractual responsibility Upon calling the PUC, we did receive a message saying that the complaint was registerImmediately after that call, the gas company did make the connection so Wayne Homes did not peruse a claim with the PUC on the customer behalf
Having all that said, we did feel that we shared some responsibility with the customer for the delays The Completion Date Program was not in place due to the factors above That is why, in the interest of customer satisfaction, we issued the customer a credit equal to one month payment in the program That was our way of trying to go above and beyond for this customer This solution showed our sharing the responsibility with the customer and that is why when we agreed on the change order "to offset any prior situation to this change order" on August 13, The closing happened days after that agreement with the customer
While we apologize for our shared responsibility in any delays, we feel that we did come to an agreement and have gone above what the contractual obligation in the interest of customer satisfaction
Thank you again for giving us the opportunity to respond to this concern by the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the homeowner work being done on the home: Wayne Homes did not make any credits due to the homeowner doing exterior stone work on the home The stone work was completed on the home July 15th ahead of any completion date The stone work had zero impact on anything Wayne Homes had to accomplish to complete the home To have Wayne Homes list this item is absurd
In response to the funds being disbursed: The bank would not disburse the funds to an incomplete house; all functionality had to be completed Even if all utilities were hooked up by the completion date, Wayne Homes was still not finished on their end
The customer satisfaction was not conveyed that is was in replacement of the time of completion guarantee Nor does the WRITTEN change order reflect this
As the homeowner, I did call the gas company to ask about their scheduling and to try and get the gas hooked up sooner The gas company also has a schedule and a timeline that they abide to Wayne Homes' delays in their building is what caused the utilities to be installed lateTheir constant delays on their end is what caused their urgency for our utilities
To surmise everything, even if all utilities were hooked up and completed by August 1st completion guarantee, Wayne Homes was still not finished with the home There was still plumbing work, painting, carpeting, trim work, etcto be completed To blame the utility companies for their failure to complete the home is absurd Utility companies also have to schedule their work as well I do have MULTIPLE e-mails and text messages from the field manager with dates and times on stating what needs to be completed yet past the completion date guarantee and none of which had anything to do with the utilities
Final Business Response /* (4000, 9, 2015/11/20) */
Thank you for giving us a chance to respond to the customer As the customer stated, activities needed to be completed after the utilities were connected In this home we first need the gas connected, before the plumber can finalized the plumbing in the home Flooring also needs to be installed in a climate controlled environment to allow for the best success with the product performing as it should The flooring would have also been impacted by the delay in utilities Then after flooring, the painter returns back to address any areas that need touched up after the flooring install All of these activities were held up due do the delay in utilities
As the customer states in the response, delays occurred that were outside of Wayne Homes control Wayne Homes tried to assist the customer, however the delay did occur Thus, this excludes the customer from the Completion Date Program While we recognize that Wayne Homes did have some responsibility in the delay in some other areas, we did present the customer with the assistance detailed out in the previous response We feel that we were more than fair in our resolution with this customer and have tried to go above and beyond to assist the customer

? I am rejecting this response because:
The prints were not drawn to the contractThat was a major part of the delayAlso Wayne allowed their personnel to go on vacation during crunch timeWe signed with Wayne in the beginning of July and didn't have our construction meeting until August 3rdIt was delayed due to vacationI understand people are allowed time off but not at my expenseThey were told multiple times by my wife and I to get things goingIf they couldn't get things done on time, they should have told us at the beginning and we wouldn't have this problem.? ? Look I keep hearing it is non refundable and it isn't their faultI understand what I signed but they cannot make statements and not do their job hiding behind "it's not refundable." They didn't get this done in time so it is DIRECTLY THEIR FAULTJohn even told my wife he would refund the money if it fell throughWhen the property fell through he didn't come through on this? I also understand they are a business( terrible at best) and they did some work for us (also terrible at best) but I also had a lot of time and money into this as wellI am willing to compromise so I can put this nightmare behind us.?

Initial Business Response /* (1000, 5, 2016/04/22) */
Thank you for allowing us to respond to this customerThere are several acceptable ways to install vinyl siding which are recognized by the Vinyl Siding Institute and in conformance with industry standards This customer's year fit and
finish warranty provided by Wayne Homes expired almost years agoHowever ,as a courtesy, a Customer Care Representative was sent out to the home on April 4th, to inspect the siding issues reported to us by the customer The representative inspected how the siding was installed; this included the manner in which it was fastened to the structure and specifically where the siding meets the soffitThe representative concluded that the siding was installed per Wayne Homes scope which is also an acceptable method of installation according to industry standards as mentioned aboveTherefor, we respectfully decline the customer's request to have their vinyl siding replaced
Initial Consumer Rebuttal /* (3000, 7, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The siding is blowing off my house piece by piece I am not satisfied This will be taken further

? 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.?

? 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

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** set a meeting to review prints and make revisions with Jessica H*** 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***, Kim

? 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*** in November? As always, nothing was done to correct these issues.? This is simply not acceptable, and we are not satisfied with the response?

? 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.?

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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,
*** ***

To Whom It May Concern 6/27/
We are aware of Mr***'s concerns, and have addressed all of them prior to this complaint He is correct that the original painter was removed from his job, but not simply because "they mixed paint sheens" The painter had trouble showing up for work,
was taking too long, and did have quality issues The replacement painter repainted the entire house, contrary to Mr***'s assertion that only a few areas were done Furthermore, Mr*** later complained about a drywall seam and paint issues in the upstairs hallway during the warranty period We addressed both issues under warranty The seam in question may still exhibit some shadowing at certain times of day It is in a sensitive location due to the quantity/location of windows and lighting, and seams are never guaranteed to be completely invisible The siding and cabinet drawer issues that he mentions in the complaint have also already been resolved
In short, every issue that Mr*** mentioned in this complaint has already been addressed We have never refused warranty service on anything The main motivation for this complaint, in my opinion, appears to be to pressure Wayne Homes into providing some sort of "payout." That word is used in his requested resolution, and has been used by Mr*** in the past when requesting warranty service "Payouts" are not something my company engages in And I see absolutely no justification for a "payout" of any sort in this situation We have responded to every warranty request Mr*** has made, and would respond to any other new warranty issues that occur within the remaining Fit and Finish warranty period
Regards,
Drew E***
VP of Construction
Wayne Homes

Our position regarding the windows and cabinets has been communicated to Mrs*** 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 remedy.? I 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*** 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

To Whom It May Concern 7/8/16
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

I am rejecting this response because:
This is not acceptable. 1st and foremost we have MANY issues that remain unfixed in our home. Issues that I have specifically made Steve aware of. Our 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 issues. We have spoke with the site manager, as well as Adam and Steve to try to get these situations resolved. They 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 windows. This was in our contract.  As we were going through, they said The wall of windows would be $5508 to change the wall of windows to Pella black. We chose to go with white windows in the back to save the money, but we had no idea that these windows would be 2 completely different. Yes, that’s what we chose, but Wayne Homes should have made us aware that these 2 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 same. We 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 trim. Sorry, 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 did. We 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 ourselves. They 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 bulkhead. The layout of the kitchen does not match the model because WAYNE HOMES ordered wider cabinets. It was 100% their responsibility to explain that we would not be able to have crown molding. This 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 30 days.  My husband did a walk through and pointed out all of the issues. Almost NONE of these issues have been taken care of.  The poor quality, and lack of customer service has made this a horrible experience. They truly do not care about their customer. Our 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 homes. This 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 $16,000 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.

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.

Initial Business Response /* (1000, 11, 2015/11/10) */
Please see our attached response:
(Revdex.com - converted from original document. See 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 12/27/14.
The finished flooring was installed in January 2015, and the home was substantially complete in February 2015. The bank approved the final draw in February 2015, and a Certificate of Occupancy was approved in March 2015.
In the interest of customer satisfaction, Wayne Homes offered to pay 3 months, or $1,500 (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 2 months Guaranteed Completion Date payments to assume full responsibility for all delays that were experienced until the home was substantially complete. The 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 issued. With 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 responsibility. This offer was also rejected.
Sincerely,
George M[redacted]
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 [redacted]
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.

Initial Business Response /* (1000, 7, 2015/05/04) */
We value the input for our customers. We have continued to work with the customers to address their concerns. The Construction Manager had a three hour meeting to do an in depth review of the home with the customers to review all of their...

concerns. We have that list and are working with the customer to address the items on the list. From 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 roof. We are working directly with the customer to address these issues. Typically we have worked with one customer as the lead contact. This prevented both customers to be in the loop on the status of the project. We have revisited with both customers so they both have direct contact to contact us for assistance. Our goal is the same as the customer. We want to provide a great quality home for the customers. We will continue to work together with the customer to address their concerns to get them into their home.
Initial Consumer Rebuttal /* (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 home. He agreed to fix some issues. We have yet to receive a copy of the issues or have yet to have any repairs. Not until I sent a new complaint did he have any contact with us whatsoever. We have been told since day 1 that various issues would be fixed only to have those issues covered or patched instead of replaced. We are building a new home so it should be new not damaged. For example: the roof plywood bowed and split. We were told it would be replaced only to find that it was left and cut scap 2X4 from our yard and wedged them between our trusses. The siding people damaged the frame of our sliding door so their fix is to take the cracked piece and glue it back together. We 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 there. Pictures were taken and we were told the issue would be addressed. The hole was exposed two weeks. They 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 verify. Our cabinets in our kitchen are not square, level, or flush. We were informed that they would not be fixing the cabinetry and it would just remain crooked. Not one door in our entire home or window that the trim is level. We were asked would we rather have doors that open and close as they are supposed to or have level/square trim. We know this sounds crazy but building a new home forgive us for wanting both. The corner of our front porch (concrete) had broken off and has since been glued back into place. We have since discovered five areas in our basement where not only the morter is cracked blocks are cracked from top of foundation to the floor. We of course have been informed that this is normal and should be accepted as industry norm. But 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 level. Is 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 occasions. Five weeks is a very long time to have absolutely nothing happen within our home.

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 in. Mind you this was late fall as well and temperatures were getting cooler. The window had to be completely taken out and required siding to be removed, etc. While 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 wall. Apparently they were too lazy, or just not smart enough, to put it where it wouldn’t cause damage. And here is the kicker, they didn't repair it while onsite. No, they just left it there. So yes this required an additional trip for them to fix it. Just one of many of the items which required "new" items on the list Wayne Homes is referring to. Yes, only "new" because their incompetent people can't do construction.3.      Incorrect carpeting in our living room and hallways. We paid for higher grade carpet in our main living area and hallways. Wayne Homes installed two different carpets in our living room. Literally, half of our living room was in one carpet (different grade and color) and the other in another. This 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 it. The flooring company verified that yes they installed two different carpets in our living room, hallways and one child’s bedroom. So rather than having this fixed prior move-in as it should have been, we had to take time off work, move a significant amount of furniture, etc. so that they could come out and correct it. I 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. 4.      One of two columns in our entry way that is there purely for aesthetics – just for looks – was installed completely crooked. Every single person who had been in our house had mentioned or asked about it and if Wayne Homes was going to fix it. Yet, Wayne Homes tried to act like it was no big deal and that it wasn’t crooked at all. Then they tried to quick fix it – as they did with everything – even though they told us they would tear it out and redo it. That never happened and eventually we just said enough. It took them at least 3 different visits to get it to where it’s at today because they refuse to do anything right the first time. The other times it wasn’t a bit better than before. Again, time we had to take off work and schedule around them!5.      Our main living area closet was improperly installed. There was a stud that was crooked which caused a number of problems when trying to install the doors. We had many issues with this closet – doors not closing properly, gapping at top, uneven openings at top vs. bottom. It was literally crooked and it was in our main living area. First, we mentioned this to our “field manager” BEFORE the drywall was ever put up. He assured us it would be taken care of. He lied, per usual Wayne Homes practice. Drywall went up, we again confronted our “field manager” and he assured us it would all be taken care of. Then doors were installed, paint, etc. And it was nonfunctioning and visually awful. Inconsistent gapping, doors that didn’t close properly, etc. It took Wayne Homes 5 visits, FIVE, to get this fixed. Eventually, after trying their multiple quick fixes, they had to take it down to the stud and straighten it. That should have been done the FIRST time. Actually, before the drywall went up. Again, time out of our schedules to work around their schedules. 6.      Our garage door was damaged and the “field manager” refused to replace it after he told us he would. When finally someone from the company got the damaged panels replaced, it was done with the wrong panels. Yep, 2 panels of one color and 2 panels of another color on our garage door. And that’s how Wayne Homes was going to leave it was it not for us putting up a fight. That was considered final and closed by them. I mean how ridiculous is that?!7.      There are at least two floor joists in our basement that shouldn’t have been used. These were damaged (significantly cut) such that they shouldn’t bear the weight they are bearing. In addition, they poorly reinforced these joists by only going a foot or two on either said of these. We’ve had two contractors in our house who have told us it’s not acceptable – they never should have been left as is. Not quite a minor cosmetic issue. But 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 improperly. For one, it’s not straight – there is major gapping between one side and the wall. The drawers weren’t installed properly and after Wayne Homes tried to fix it on 2 different occasions, it really just needs replaced. But they won’t do that. In 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 it. Good 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 properly. That is FIVE times WE HAD TO ACCOMMODATE WAYNE HOMES. Work missed, schedules rearranged, etc. And after FIVE attempts it’s finally installed “good enough” but it looks terrible. The repairs they did around the drywall, paint, etc. are awful. You can tell it’s been repaired multiple times within a foot in all directions of that door. It’s pathetic. I have no construction experience and I could have done a better job. 10.   The trim in our house was so poorly installed it’s laughable. A child could have done a better job. Pieces all throughout the house do not align. Several areas were never even painted. There are gaps in the middle of rooms. I mean it’s literally pathetic. So pathetic that Wayne Homes won’t allow us to post a picture of it on their website. So understand this – it IS good enough for our home but not okay on their facebook page. 11.   And then there is the finishings in general – what Wayne Homes referred to as minor cosmetic issues. I am talking about the paint, trim, etc. Each time they’ve come to fix their mistakes, they’ve done terrible repairs. Because they screwed up so badly on the construction of the home, we’re left with paint flashing all throughout our house. We literally have to repaint the entire home. And the trim as well. And the doors that stick have to be slammed shut, etc. When 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 house. They don’t even take the time to do repairs correctly. There 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 Homes. I 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 them. First of all, we were stood up on TWO different occasions by them. Yes, I took 2 different days off work and Wayne Homes just didn’t show. On another day they called me the morning of to reschedule. Every time we tried to schedule with them it was 2-3 week wait. We had to work around them – there was never any effort to work with our schedules. Add 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 time. Oh 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 scheduler. That’s all he did. We paid him to ensure construction was done properly and for quality assurance. He did neither of those things. He literally did nothing other than call in the next contractor. So my husband and I had to take multiple days off work, schedule babysitters, etc. for Wayne Homes to fix these issues. They never worked around our availability. We always had to accommodate them. So when this fool mentions it’s been 7+ months since they moved in, that’s because they can’t fix anything correctly. They don’t even know how to do construction. We had to wait 2-3 weeks every time to get on their schedule. Then they either damaged something else when they were out OR didn’t fix the problem at all OR created another issue. This incompetent person wants to state that these are minor cosmetic issues. You 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.e. carpentry 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 with. Yes, when we spend $300k+ on a brand new home, our expectation was that the finishing appeared new and professional. Ours looks like a FIVE YEAR OLD painted our house and did the carpentry work. Acceptable? I think not.

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[redacted] VP of Construction Wayne Homes

Thank you for sending this concern to us. I have contacted my staff regarding the concerns listed by the customer. I have also spoken with the customer and have reviewed the current situation along with our plans to complete outstanding items. Wayne 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 completed. This 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 2017. 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.

To Whom It May Concern:   Thank you for allowing us to respond to this customer’s concerns.  I have looked back through our service records along with discussing the particular details of this job with representatives in this region.    Regarding the issues with the window color...

difference and cabinetry in the kitchen:   Wayne Homes offers countless options for homeowners to customize and personalize their home to their preferences and tastes.  In doing so, we do our best to make sure every decision during the selection process is thorough and customers are informed as best as possible.  In this particular case the homeowner decided to change the selection of window manufacturer in the great room and not for the adjacent sunroom.   In fact, there are now three different varieties of windows on this home.   The customer wanted black Pella wood windows on the entire home, but chose not to pay for that expensive upgrade.   So they decided on black Pella for the front only, and white Pella wood windows everywhere else.    The exception is the “wall of windows” in the great room, where they decided to use white Silverline vinyl windows (again) to save cost.  These were not only from a different manufacturer (Silverline vs Pella), but they were a completely different type of window (vinyl vs wood) and it does not seem reasonable to expect that they would look exactly the same.  When the Home Owner raised a concern during construction, Wayne Homes verified their selection and the product installed with the contract and selection guide.  Upon hearing the customer was dissatisfied with their selected windows, Wayne Homes offered to order matching windows and switch them out at builder cost for these customers.  We felt this was more than fair considering no mistake was made, but the owners ultimately rejected that offer.   When the owners brought the concerns about the kitchen cabinets to Wayne Homes attention, it was discovered that their cabinetry layout and selection for the kitchen does not match the model which the customer references.    In other words, they chose cabinets that do not match the ones in the model and therefore couldn’t be configured in exactly the same way.  While the prints that were reviewed with the customer prior to commencement of construction show the bulkhead in relation to the wall mounted cabinets, Wayne Homes still offered to go above and beyond to help the customer achieve the look they wanted. They were given 2 options; order all new cabinetry and countertops (again at builder cost) or Wayne Homes would lower the wall mounted cabinets and add crown molding free of charge.  The customer selected to go with the latter.    While we regret that these customers are dissatisfied with these two issues, both are a result of options chosen by the customer.    We did what we could to work with them when they decided that they didn’t like the result, but there were no errors made by Wayne Homes regarding these issues.   To the best of Wayne Homes’ knowledge and records, all remaining outstanding items mentioned have been addressed.  If there are discrepancies or additional areas of concern I would be happy to send out a warranty representative to inspect them with the owners.     Steve W[redacted] VP of Construction Wayne Homes