Complaints

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our Woodland Home on 10 November 2021 and still have yet to have multiple punch list items completed.Our front door was not set into the front wall of the house properly and has multiple splits and cracks in the wood from their admitted multiple attempts to reset the door prior to move in. They have come out twice to correct the issue, but the door still does not seal (light can be seen coming through the door jamb). They deemed the most recent resetting acceptable although the door still doesn't seal shut. They said they will send painters to patch the splits and cracks in the door, which is not an acceptable solution. Some of the splits are on edges that affect the doors ability to seal. Our home had significant issues with the tile work in the master bathroom and shower at closing, but we were pressured to close before they were fixed anyway. As a result, we have had been displaced from our master bedroom and bathroom 3 times (over 5 total repair attempts) and most recently, for 4 nights as they've had to completely redo all the tile in the entire bathroom. This all could have been avoided by completing the tile work properly prior to moving in. All repairs to the tile work had to be planned and scheduled by me as the warranty department has failed to provide updates/responses to multiple emails and responds slowly to other attempts at communication. We still have no timeline for repairs to our damaged vent hood that is a punch list item. Issues with our trim work has resulted in Woodland sending contractors to try to hide the issue as opposed to fixing the problem. Multiple door frames we're cut appropriately 1/2" above the floor, and rather than repair this, Woodland insisted on moving the decorative blocks down and adding caulk to try to hide the issue.

  

  Business response

  08/31/2022

  While we acknowledge that our attempts to repair several issues which ********************** brings up here have been unsatisfactory, it should be made clear that attempts to repair and touch up are acceptable approaches to resolution within this industry. It is unreasonable to expect a company to cover the expenses to replace large features such as a front door without first making attempts to touch up cosmetic issues. 

  Woodland Homes was not involved in the repairs mentioned here regarding this customer's master bathroom tile. There is no mention of these issues on any inspection conducted prior to closing on this home. The customer elected to have the tile installer assess and re-install this tile of their own accord and any inconvenience due to this repair was endured by their own choosing. A customer has the prerogative to find certain installations unsatisfactory and ,by whatever means they feel necessary, seek resolution. It is unfair to characterize Woodland Homes as responsible for this dissatisfaction when it was not noted in their multiple opportunities to bring up issues prior to closing. We hate that our customer was inconvenienced. 

  Regarding the trim at the base of this customers door casings, we are told that the issue is resolved by the subcontractor, and have received no note from the customer claiming further dissatisfaction. 

  Customer response

  09/01/2022

   
  Complaint: 17614694
  
  I am rejecting this response because:

  I understand and accept that it is common practice and industry standard to attempt to fix the front door prior to a full replacement. The issue is that after the 2nd attempt, it was communicated to me that the door was fixed to Woodland's standards, and that painters would be coming to fix the remaining chips and cracks. However, the door still does fully close and seal, and light can be seen coming through the areas of the jambs and between the doors. While this may meet Woodland's standards, it does not meet the industry standard. No communication has been made that there will be any attempt to further remedy this issue, only patch and re-stain the chips, cracks, and scratches. As a side note, during the first attempt to fix the door, with only ******************* present, the representative from ******************* communicated that the wall in which the front door sits is out of square, so the door will not be able to be properly installed unless that is corrected. Woodland disagrees and says the out of square wall is within tolerance, however, the subsequent attempt to properly set the door was still unsuccessful.

  
  The master bathroom tile and grout situation was pointed out during our pre-closing walk through. I was told that the mismatched grout color was a result of the grout, which was installed 2 days prior, was just still wet, and that colors would all match once it dried. As a result Woodland refused to add the master bath tile and grout situation to the orientation list. Please see attached emails of me telling Woodland about the master bath tile and grout situation, and their response months later in which they mention contacting ***** about getting things finished.
  See attached emails where I do, in fact, voice my dissatisfaction with the trim "repair", and Woodland's lack of a response.

  
  The attached emails show my voicing of concerns where Woodland denies that any dissatisfaction was communicated. There were also multiple phone calls to the warranty department, and anytime a Woodland warranty rep did come to the house, I always made it it a point to show them the issues in person as well. Woodland has been aware of these issues for months, and they have been communicated through multiple avenues.
  
  Sincerely,
  
  *****************************

  

  Business response

  10/03/2022

  Shayne Templet <*********************************************************>

  To:*******************

  Mon 10/3/2022 1:23 PM

  Hi *****. Sorry. I have tried to turn these responses over to one of my managers. I will get with them and get back to you. I will be out of town the rest of this week. We will have a response early next week.

  Thank you .

  

  Business response

  10/19/2022

  10-18-2022   

  Woodland Home's current position: 

  
  As of today, 10/18/2022, another meeting was held with a warranty representative as well as the construction manager over the ********************* community. According to the construction manager, the following repairs have been agreed to: 

  
  Completing trim repairs around the front door. The damage was caused due to several attempts to adjust the door to meet the customer's expectation. These touch *** were never in question, however there was a lingering request by the homeowner to replace his perfectly functioning front door. In the opinion of the construction manager, there is no need whatsoever to replace the door. The photos presented by the customer on this very complaint show minimal cosmetic damage that could have occurred at any point and by any party. 

  
  Cosmetic repairs from tile work. Again, these repairs were never in question. However, since Woodland Homes was not involved in the tile repairs that took place, we were not made aware of when they were finally complete. 

  
  The construction manager has also confirmed that incorrect paint was used in several areas of the house. The original painter will be held accountable for rectifying this issue. 

  
  In conclusion, it should be said that Woodland has been working to resolve this customers issues both prior-to and following the logging of this complaint. It is regrettable that the customer felt this was necessary, however it does not change our end goal. We look forward to seeing this customers issues resolved as soon as possible. We are now down to cosmetic finishes. 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Currently am trying to have Woodland Homes complete their warranty services to my new house which they built. I have been working with them trying to get my list completed, but I am not getting much feedback as well as progress is extremely slow. I have sent multiple emails, telephone calls but cannot seem to make any traction. Also, workers building the house next to our's consistently leaves behind trash which is constantly getting into our yard - I have asked multiple times to have the workers pick up after themselves when they leave, but this is also is not happening. Need to begin making progress on our warranty items which are outstanding for about 5 months now.

  

  Business response

  03/29/2022

  Response to this complaint:
  
  The warranty department recently visited ************************' home in order to assess several items about which he is concerned. We took time looking at every item on the customer's list and communicated that, while the vast majority of these concerns were cosmetic in nature, we would work to get these things completed in order to provide a courtesy service for the convenience of the customer. It was communicated to ************************ at this time that these things are taking much longer than normal in this current industry climate, but that we would be working to get them completed as soon as possible. None of his issues are causing any potential risk to the occupants health or safety, and he was clear that he did not view these things as time sensitive. We will continue to work to get these things taken care of as we agreed to do in our meeting.
  
  
  Woodland would also like to add the following to our response on ************************' complaint:
  
  While several agreed upon items, which it should be noted were agreed to as a courtesy, have gone delayed, we have seen the completion of no less than 9 service requests. Several of these were indisputably warrantable, however several were also completed as a courtesy. A conservative estimate of the dollar amount of these repairs amounts to $3,500. What's more, there are more than two dozen emails that have been sent back and forth showing our willingness to appropriately provide "feedback" on his issues. We are disappointed that ************************ felt it necessary to complaint about a few delayed items, but we feel his assessment of our commitment to him as a customer is unfair.
  
  
  Thank you,
  
  *********************
  Warranty Department Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩