Wayne Homes

Our position regarding the windows and cabinets has been communicated to Mrs. [redacted] many times and it has not changed.   In both regards, they received exactly what they asked and paid for according to the contract.   The cabinet layout on their home is not even close to the Winchester model they mentioned, and this is why the cabinets don’t match.    That was the customers’ decision, not ours.   The contention that we somehow ordered “wider” cabinets without their knowledge is simply not true.  These cabinets are called out in the contract as well as shown on the prints; all of which were signed and approved by the customers.   While we unfortunately realize that the [redacted]’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. [redacted] claims is “not acceptable” is a required feature of high-efficiency gas furnaces.   It was not there initially because (as the customer indicated) an electric furnace was installed first by mistake.    But when we remedied that mistake, the vent had to be installed.    Every gas furnace we install has them.    As far as the other items mentioned, we are willing to send a warranty representative to inspect if the customers will agree to that.    Steve W[redacted]VP of ConstructionWayne Homesre...

Initial Business Response /* (1000, 5, 2015/05/04) */
Wayne Homes values the input from all of our customers. We have been in communication with the customers to address the concerns that they have with their home. Currently, the customer is working with their lender to have funds available once...

we are able to address the concerns, and once the customer is able to finish their flooring. Once the customer works out the funding with the bank and finishes their flooring, we will be able to provide the customer with a move in date. We will continue to be in constant contact with the customer to keep them informed of the progress of the home. We have hired a different painter, addressed trim issues, and addressed issues with the tub to address the concerns of the customer. We have advised the customer how to address the natural drain issue that was installed directly by the customer. We have inspected the concrete shrinkage cracks. They are a naturally occurring phenomenon when concrete cures. While they don't require a repair due to the size and scope, Wayne Homes will provide a cosmetic repair for the customer. In addition to the Field Manager, the Construction Manager has been in contact with the customer to be an extra person to assist with their needs. Our goal is the same as the customers. We both desire to give the customer a great quality home and we both desire to get this competed as soon as the items above are addressed.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately our lender will not consider releasing funds untill satisfactory, quality completion of the home. Due do neglance, and inconsideration of tradesmen we will not be able to address the flooring that is our responsibility untill assurance that Wayne homes and their trades will not be entering our home. As it is to our satisfaction that Wayne homes is finally addressing the issue of the completion of our home, however there is the issue of the quality of the scope of work that is being complete. Communication has not improved even with the addition of another manager. As we followed Wayne homes advice with the natural drain from both the original French drains & the addition of the sump pump drain, they still are claiming that the water issues in our basement is not covered by their guarantee. We have date stamped images of the water in the basement after we addressed the drain issues to the scope of Wayne homes advise, and after they encouraged us to spend another 3000 to add a sump pump that they assured us would solve the water issues in the basement. And reinstate said guarantee. In addition to the cracks in the cement we could understand the shrinkage cracks however these cracks span he entire length of the garage Are widinging, and becoming uneven by the day, as we would hope that way,e homes would stand behind the quality of their work and do more than a quick cosmetic fix. In addition other items that have not be addressed, that were suppose to have been addressed weeks or months ago include but are not limited to,
The basement outside entry door has not be addressed as it is not sealed and water comes in from around it.
The kitchen counter needs adjusted to the wall as there is currently 1/4in of caulking filling the gap between the wall and sink counter. The counter is also not attached to the wall securely at the peninsula. Dents in the garage man door and front door, paint on the siding and porch from around the front door from original painters. Corner of the porche is cracked off and reattached with caulking. Issues with the siding. Missing 3 drawer pull knobs. Scratches in fireplace surround, missing fireplace doors. Missing plates for door closures. Exaust vent that is causing a noise. Bow in powder room wall that was attempted to be corrected but was not successfully done. It has still not be communicated to us as to how the missing decorative trim that we had in the plan with our sales person, will be installed.
Areas that are scheduled to be fixed are cracked trim in the house, and the staircase.
Areas that we assume will be addressed are final touch ups after cleaning.

The [redacted]’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 [redacted]’s at the point of purchase.  John R** set a meeting to review prints and make revisions with Jessica H[redacted] on 8/12.  Jessica completed a change order with changes to the front elevation of the home and drew prints for their approval and review before signing the change order.  Prints were not cause for delay in the process.    The lender called and explained the inability to meet the closing date of 8/31.  The lender stated a reason of TRID (TILA/RESPA Integrated Disclosure rule, also known as TRID. Since 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 [redacted]’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 [redacted]’s realtor and the seller.  As mentioned in a previous response.    The $1,000.00 deposit paid to Wayne Homes is non refundable according to the New Home Construction agreement signed by the [redacted]’s.   From: H[redacted], Kim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

26 August 2016 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 replaced. At 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[redacted] VP of Construction Wayne Homes

To Whom It May Concern 6/27/16
We are aware of Mr. [redacted]'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. [redacted]'s assertion that only a few areas were done. Furthermore, Mr. [redacted] 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. [redacted] 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. [redacted] 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. [redacted] has made, and would respond to any other new warranty issues that occur within the remaining Fit and Finish warranty period.
Regards,
Drew E[redacted]
VP of Construction
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"
1. ..."if homeowner is performing work on home that was credited by Wayne Homes"
2. "Delays caused by the homeowner failing to meet their contractual responsibilities in allocated time frame."
3. "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 register. Immediately 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, 2014. The closing happened 4 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 late. Their 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, etc. to 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:  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 1 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 reported.. We've had to make multiple calls for the same issues on more than one occasion.- this is our greatest frustration.   We believe it was Don, the field rep who, when cracks in the basement walls were pointed out, said that we should monitor them as it may require service should they change.  We can only hope that should this become an issue Wayne Homes will honor their foundation warranty in a more timely manner.We now have the strike plate which I will replace. [redacted] & [redacted]

To Whom It May Concern; I prefer not to comment at this time.    We are still attempting to work through these issues with Mr. [redacted], and I feel any response I make here could jeopardize that effort.  Drew E[redacted]VP of ConstructionWayne Homes

[redacted] and [redacted] stopped into the Delaware model center on 6/21/16 and met with Angie M[redacted].   After a few visits and obtaining pricing they signed a purchase agreement on 7/6/16.   The [redacted]’s advised Wayne Homes of a contract they had on land that expired on 8/31 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 [redacted]’s lender.   On 8/10 [redacted] stopped into the Delaware model center, 1 day after meeting with Design Consultant, Jessica H[redacted] 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 8/18 and the [redacted]’s picked them up.   On 8/27/16 Angie M[redacted] received a phone call from [redacted] that her closing date had been pushed to 9/2 or 9/3 and they weren’t going to close before the 8/31 deadline.  [redacted] 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 [redacted]’s realtor for the transaction.  John realized he was not in a position to negotiate these items and relayed the message to the [redacted]’s.   On 8/31 John received a call from the land seller advising he had not heard from the [redacted]’s.  The land seller was willing to return the earnest money deposit of 2,000.00 to the [redacted]’s and move forward with a later closing date if the [redacted]’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 [redacted] 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 [redacted] on 8/31 at noon to advise he had spoken to the seller who was willing to extend the contract.  [redacted] 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 $1000.00 deposit back from Wayne Homes.   9/1/16 [redacted] 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 [redacted] the $1,000.00 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, 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 normal occurrence in concrete. This shrinkage crack is hairline and is not a warranty item. We let our customers know those shrinkage cracks are a normal occurrence with concrete slabs. This is a normal 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 2015 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 6 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, 2015. 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 complaint. We have reviewed the response by Wayne Homes.
They note our continued concerns with the control joints. These control joints were not installed properly. Had they been, we would not be discussing this issue. They were poorly installed, wandering off course, they can not deny this. They did attempt to rectify the concrete issues however, with each time they sent someone out, a bigger mess surfaced. Yes, 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 floor. The entire floor should have been replaced when this problem was first discovered. Wayne 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 2 years. We paid for a brand new home, with a brand new garage floor, built sound and professionally! We do not want any more patch work. We want a new garage floor, installed by an an experienced concrete installer, which is what we should have had 2 years ago!
Regards,
[redacted]

I am rejecting this response because:I had 2 years FULL warranty thru Wayne homes. Not only have I allowed to show my house to Wayne Homes future customers many times and because of the viewings Wayne homes has sold many more homes. In regards to the Furnace. I have had problems with the whole unit since I Moved in but this last fall, winter, spring the furnace has had problems. IT DOES NOT START ALL THE TIME. I understand that your technicians has been out here many times but they do not have the experience to fix it or they would have. I still have problems with the Furnace. YOUR 2 year warranty is to FIX and not inspect items and leave me hanging. If you are unable to fix it you have to hire someone else to do it or replace the whole unit. PLEASE HONOR YOUR WARRANTY. FIX my unit. If you are unwilling to fix it PLEASE HONOR your agreement. I AM HEREBY AGAIN ASKING FOR $ 1000.00 FOR ME TO USE TO PAY ANOTHER REPAIR COMPANY TO HAVE MY UNIT FIXED.

I am rejecting this response because:
I reject this because a- we never said we felt rushed. Wayne homes did not have a finished product in the prints that were supposed to be done at that meeting. B- we did not have these meetings in a timly manner. Jessica went on vacation and could not be reached. When she returned, she did not even look at our prints. The prints were wrong and that delayed closing with the bank. C- we talked with wayne homes before we bid on the land. After we bid and it was accepted by the sellers, wayne homes asked forr the extension until aug 31. They said that was plenty of time to close and the sellers wanted 2000 for earnest money . D- being upset and ruining our vacation is a moot point. We were willing to leave early to close on everything.We kept all appointments, never delaying ANYTHING. The delays came from wayne homes. E- My realtor did an excellent job with doing contracts for the land. We had a contract with colwell banker so he had to be paid. He met every deadline. Wayne homes and john rae are using him as a scape goat. John sided with the sellers, without knowing the facts. He admitted to having long conversations with them which is inappropriate.F- the delays in closing were all on wayne homes. I put my money into this and through their incompitence and their allowing numerous personell to go on vacation makes them liable. I do not know why my money is "non refundable" Its their fault we lost 3000 and they should have to repay it. If they can explain why they think I should eat the cost and if I did anything wrong I am very interested in how and why they think that?