ComplaintsforWoodside Homes of Northern California

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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. 

  
  

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