Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im an owner in a Woodside home located in the ****** development in *****. We moved into the home in January 2021. In April 2021 I made a repair request under Ticket #****** that the A/C was blowing hot air. I also had a request for the furnace not turning on. The A/C was found to have a leak in the refrigerant line and was supposedly repaired under the warranty by Woodside. Last month when trying to use the A/C it was again blowing hot air. I had the system diagnosed by an **** company as having a refrigerant line leak again. The **** repair company told me that he was shocked to see such poor workmanship with the installation of the **** system. He noted that the refrigerant line was poorly installed and that copper lines, as should be used for this Lennox system, were not in fact used. He also saw that the 3.5 ton coil was bent and damaged and should not have been used by the installer in the first place. I reported my concern under a new repair ticket to Woodside last month, but I was denied and told I am outside the 1 year window. While I understand that Im outside of the year warranty window, I would like to think that Woodside will stand by their work and offer good customer service, as having these kinds of **** problems in a barely 4 year old home is unacceptable and speaks to the poor installation. It is also evident that when I reported this problem in April 2021, it was not actually repaired by the builder. Im asking that Woodside only reimburse me in the cost of parts, not in labor, to get the **** installed properly with the correct copper refrigerant line called for by ****** and replaced coil. Ive attached a copy of the invoices from the first company I used to diagnose and locate the leak with dye, and a second for the actual repair. Ive also attached some photos of the system that depicts just some of the sloppy workmanship used by the installer contracted by Woodside Homes.

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to share your concerns regarding the **** system in your home at ******. I know its incredibly frustrating to experience an issue like this, especially when youve already gone through the process of having it repaired once. We truly appreciate the detailed information and documentation you provided it helps us review the situation thoroughly and fairly.
  To provide clarity, our records indicate that shortly after you moved 2021, we responded to your service request regarding the A/C blowing hot air. At that time, our **** trade partner inspected the system, identified a refrigerant line leak, and made the necessary repairs. The issue was marked as resolved and accepted by the homeowner representative at that time.
  Since then, we have not received any additional reports regarding your **** system until your recent request. Its worth noting that **** systems, like all mechanical systems, require ongoing care and maintenance to perform reliably. Routine servicing by a certified **** company especially prior to seasonal use is critical to the long-term health of the system. Most manufacturers also provide extended warranties on components (such as the coil), provided the equipment is registered within the appropriate timeframe.
  Our workmanship warranty for **** systems covers parts and labor for the first two years after closing. As your home closed in January 2021, the current request falls outside of the warranty window, and we are unable to offer reimbursement for work completed after this period.
  That said, we understand how disappointing this situation is. While we are unable to cover the cost of repairs, we recommend that your **** technician reach out directly to the manufacturer, as parts may still be covered under the manufacturers warranty. Many homeowners are unaware that this can offer an added layer of protection well beyond the initial two years.
  At Woodside, we take great pride in the homes we build and the service we provide. We regret that your experience with the **** system has not met expectations, and we hope this additional context helps clarify our position.

  Customer Answer

  Date: 04/28/2025

  I am rejecting this response because: the **** system/refrigerant line was not installed per the standards set by the manufacturer, Lennox. 
  

  Although I may be reimbursed for the coil by ******, I will not be reimbursed for the refrigerant line costs let alone the labor costs. The same refrigerant line incorrectly installed by Woodside that I do not believe was ever completely repaired to begin with in 2021.

  I understand how corners are cut in track homes, but when something as blatantly wrong as this is discovered by the homeowner in a barely 4 year old home, I expect Woodside to make it right. Ive been very disappointed with Woodside homes customer service throughout the ownership process. 

   

  
  

  Business Response

  Date: 04/29/2025

  Thank you again for continuing to share your perspective and concerns regarding the **** system at your home in the Zephyr community.
  

  We understand your frustration and do not take lightly the disappointment you're experiencing. Our intent is always to provide quality craftsmanship and support to our homeowners, and it's clear this experience has not met your expectations. We sincerely regret that.

  
  To address your concerns directly:

  Installation Standards: The **** system, including the refrigerant line, was installed by licensed professionals in compliance with California Building Code and industry standards. As part of our construction process, this installation was reviewed and passed by the local building department through required inspections. We trust their oversight process and the approval they provided as verification that work was completed properly at the time of construction.
  

  Warranty Response in 2021: As noted in our original response, when you reported the issue in 2021, our **** trade partner responded, diagnosed a leak, and performed repairs under warranty. This repair was confirmed as resolved at the time. We did not receive any further ****-related requests until your most recent outreach, nearly three years later.

  
  Current Warranty Limitations: The **** system, like all mechanical systems, is covered under a limited two-year warranty for parts and labor. As your home closed in January 2021, we are now outside that coverage period, as we agreed to in our our contract with you, (Limited Expressed Warranty & One Year Plan). We are unable to retroactively reimburse for labor or parts that fall outside of the warrantys terms, even in good faith.
  
  We understand you are not requesting full reimbursement, and we respect the effort youve taken to document your case. That said, we must balance fairness to the homeowner with consistency in how we manage warranty responsibilities across our communities.

  
  At Woodside, we aim to build relationships with our homeowners grounded in trust, responsiveness, and integrity. We know this experience has been a source of frustration for you, and while we are not able to extend reimbursement in this case, we do genuinely appreciate the feedback. It helps us continue to reflect on where we can improve, and it ensures we maintain high standards going forward.
  We wish you the best as you move forward with the resolution of this **** issue and remain available should you have any other questions related to your home.

  Customer Answer

  Date: 05/05/2025

  I am rejecting this response because: Suggesting that the city building inspector is reviewing if the **** system was installed properly with correct parts is laughable and downright dishonest. I know Woodside homes is well aware of the city inspectors purview.
  

  This problem should have been corrected by Woodside management when reviewing the work performed, thats why Im shocked by the lack of customer care since its been brought to your attention in such a newly built home (refrigerant lines dont require homeowner maintenance in the 1-5 year period).  

  
  

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Woodside Homes regarding a roof leak in my master bathroom on 2/13/25. I contacted them via service request on their website and by phone, speaking with a service request representative. I was supposed to receive a call back by last Friday, 2/14/25. I've sent additional requests and emails and have yet to hear anything back from them. Under California Code, Civil Code - CIV 896, my roof has a 10 year warranty.

  Business Response

  Date: 03/05/2025

  We met with ******* on 2/27/25 to review her complaint.  Upon our inspection there were no visible signs of water damage.  We physically inspected the roof area and discovered the area in question has had other contractors working in this area.  The pictures attached show ladder marks on the gutters and bird netting has been installed around the solar panels in this area.  There could be a bird problem that we have no control over and recommended ****** to contact the installer of the netting to inspect for damages.  We then inspected attic space above the area of concern and not staining or moisture was present.  We have determined this to be cosmetic and is the responsibility of the homeowner to make repairs to this drywall tape joint.  The original close of escrow was 5/26/2017.  When we left the home, the ** was in agreeance with this as we showed her the pictures from our inspection.  She will monitor this and if staining appears she will contact us immediately. 

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Woodside Homes has provided a faulty product and has refused to provide the customer service that was within our contract. 1) The exterior paint on our home is streaky and not a solid color. The rest of the homes around us do not look this way. Woodside arranged a cheap solution with the contractor, which they have later fired, in order to solve the issue. The solution being to repaint only a stripe on the house instead of the entire walls. The contractor even said they suggest painting the whole wall again, not just a portion, but Woodside was too cheap to pay for this. They are now refusing to fix the problem and saying its not their problem. 2) Our master bath sink has cracked in the same exact way twice since we have moved here. There is no impact **** and its clear that some sort of pressure is causing the horizontal crack. Woodside replaced the sink, however they did not do their due diligence and measure the hole in which the sink was placed, like I asked them to. We believe the hole is too small for the sink which is making it crack in that way. 3) Woodside used the wrong filler to fill cracks in our drywall. They used caulking on drywall, which is not the right material. They also used caulking on top of the stucco outside of the house to fix a damaged piece instead of stucco.4) There was no sink in the laundry room at all! Just the plumbing to add a sink! We were promised a fully done house and didnt get that.

  Business Response

  Date: 04/26/2023

  Dear Consumer Affairs,

  We have communicated and addressed *************************** concerns prior to this complaint.  Also please understand that she is not the homeowner on record but have responded to her concerns in good faith.  The complaint and resolutions are listed below. The Close of Escrow was 3/15/22.

  1. Exterior Paint on the home is streaky and not a solid color.

  - Response: We have concluded this to be non-actionable for the follow reasons. 1. The area in question was touched up after the home was originally painted as it was being built.  Per the California Residential Guidelines, the durability of painted surfaces is directly related to the exposure of which it is subject to.  Surfaces that receive sun or the full force of storms can require more frequent homeowner maintenance. The first coat of paint, the one applied during construction, is the coat that will last the shortest time, as the material beneath the paint absorbs a much greater percentage of the fist coat of paint than successive coats.  This is why you can see areas that were touched up.  To be clear the painter in this community has not changed since the projected open for new home sales over 2 years ago.  

  2.Master bath sing cracked.

  - Response: We have replaced the sink on both occasions and currently is in good working order.  The size of the hole has nothing to do with the performance of the sink, not sure where this information came from but is unrelated to the cracking of the sinks. No further action needed. 

  3. Wrong filler used on drywall cracks.

  - Response: Cracks in drywall are a common characteristic and are typically caused by normal shrinkage, settlement of the home or temperature variations from the changes of seasons ot the homes heating and cooling systems. They will typically occur in drywall joints, corner beads, or other areas prone to movement.  Minor cracking is to be expected and is considered homeowner maintenance.  A drywall touch up was performed and sign off by ***** as a courtesy.  

  4. No sink in the laundry room.

  - Response: This is an option that was not chosen or paid for by the buyer ***********************, therefore it was not installed. 

  We have addressed all the issues and no further action will be taken. 

  Customer Answer

  Date: 05/11/2023

  I am rejecting this response because: 

  To whom it may concern:

  
  

  I, ***********************, was added to the deed of the home after it was purchased, making Woodsides claim that I am not the owner, false. This was communicated to Woodside many times, in writing. 

  
  

  The close of escrow was on 3/15/22, however like I previously stated, the terms on Woodsides contract includes about 1 year worth of customer service since this home is supposed to be brand new, considering it was finished being built in March 2022.

  
  

  1. Regarding the Exterior Paint: 

  
  

  Per *****, from the customer service team at **********************, ********************** was having issues with the home painter that they hired. So many that the contractor was later fired from future projects, per *********** 

  
  

  When we originally contacted Woodside about the poor paint job, it was well within our contracted customer service time period. It took months to hear back about this item. I found ***** outside our home one day with the painters after he had told me that they are working on it.  They were arguing about the process in which they were going to repaint it. The painters were trying to explain to ***** that they have to repaint the entire wall in order for it to be a uniform color, but ***** told ** Woodside did not want to pay for a full wall repaint and that these painters were problematic/on their way out etc etc. The painters agreed to just repaint that same strip of wall so Woodside would not have to pay for a full wall repaint. The end result was no change at all. You can see my text below to ***** regarding their attempt to fix it:

   

   

  Woodsides point about weather being a causing factor is an excuse. No other houses around ** have this paint defect, while they have undergone the same exact weather conditions. Also, sunshine and storms do not cause this type of mismatch in color. 

  
  

  We received the home with this mismatched paint job. Theres no way weather would cause something like that at all let alone in such a short amount of time.

  
  

  2. Regarding the cracked sink:  the master sink cracked on its own two separate times, in the same exact fashion and location in less than a years time. Yes, Woodside replaced them, however its an unusual defect that occurred without ** even being in the room.  If its not the pressure from the size of the hole in which its been placed in that caused it, what was the reason? Its unusual that this happened twice and in the same exact way. ***** even said he never had issues with the sink contractor so something else must be off with our house for this to happen two times. We would like a written warranty on this sink as a course of action. Its not normal for a person to have to replace their sink for cracks with unknown causes

  
  

  3. Regarding the fix on the cracked walls:  Its not a matter of if there are cracks or not.  Its a matter of how Woodside fixed them. I voiced my concern to ***** while the work was being done. He pretty much ignored my concern by saying thats just how they do it. See below screen shots of the texts for reference.

  
  

  Business Response

  Date: 05/11/2023

       We have addressed all the concerns listed by ***** per our One-Year Performance Plan, as I stated in my original response.  The items ***** keeps refereeing to are non-actionable and Woodside Homes has completed all repairs per the industry standards.  We have addressed homeowner maintenance concerns that were not warrantable as a courtesy on her multiple lists on many occasions.  ***** has signed off the work we have completed per our one-year plan and will take no further action on the items listed above.  We do not offer extended warranties, but they can view manufacture warranties through our online platform Dwellinglive.com. 

  Customer Answer

  Date: 05/13/2023

  I am rejecting this response because:

  I at least want the paint job on the exterior of the house corrected. We complained about this within the one year ***** This item should be fixed properly.

  In reference to me signing off on it. I was tricked into signing off on the exterior paint. ***** rushed me into signing the document before I was able to read it the full list of items on the document. I had to ask ***** for a copy of it after he left. See attachments for reference. As you can see, in my initial communications to ************ was hopeful that this would be taken care of. ***** made it seem like it would be the entire time. Thesign off was under duress, making it a bull contract.