Complaints

This profile includes complaints for Oakwood Homes, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oakwood Homes, LLC

  4908 Tower Rd Denver, CO 80249-6684

  
• 

  Oakwood Homes LLC

  1290 N Newport Rd Colorado Springs, CO 80916-2713

• 

  Oakwood Homes of Utah LLC

  500 N Market Place Dr Ste 201 Centerville, UT 84014-1709

• 

  Oakwood Homes of Utah LLC

  250 N Coral Canyon Blvd Ste 200 Washington, UT 84780

• 

  Oakwood Homes

  3500 S Redwood Rd Salt Lake City, UT 84119

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:01/08/2025

  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.

  We purchased our new build home coming close to 1 year. We had a construction defect as main pipe was not properly installed putting us in a hotel and damaging a good amount of our property and belongings. We have had multiple issues and have expressed these to the warranty company Shazam they have not properly taken care of obvious concerns. On December 9 we had a walkthrough and mentioned our flooring still lifting after multiple times of super gluing the floor boards again and again. Weve had people come every Monday since to repair/glue these boards again not properly taking them off and we have a leak coming again from with the walls. We had also mentioned leaks in our crawl space and they kept saying it was due to moisture, large puddles.

  

  Business Response

  Date: 01/13/2025

  We are currently in contact with the homeowners on concerns and are working on required corrections.

• Initial Complaint

  Date:01/06/2025

  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.

  See uploaded description, I need more than 2000 words.

  

  Business Response

  Date: 01/09/2025

  The garage and back patio had no construction defect present. Per the signed documentation that Shazam has for ************* and Maintenance Under Concrete Flatwork it states Cracks up to one quarter inch (1/4) in width or vertical displacement are considered normal and do not require repair or replacement. Concrete caulking is recommended for these cracks to prevent causing additional damage and/or movement and is considered homeowners maintenance. While a Shazam representative was at the home the cracks were measured, and all cracks were within tolerance.
  
  The front patio was inspected by both Shazam and a concrete trade. **** standards say- Water should drain off outdoor ****** and steps. Minor amounts of water can be expected to remain on the ****** and steps for up to 24 hours after rain. The standard does not apply to Ice and/or snow. Per the ************* and maintenance document it states, concrete should be cleared of snow and ice through regular shoveling and plowing. The slope of the front patio concrete was also measured the slope, industry standards/tolerance allows for 0.05%-1.0% slop. the concrete companys level measured a 0.9% slope which is within tolerance.  Tolerance for Levelness: According to the *************************** (***), the tolerance for flatness in concrete surfaces is typically around 1/4 inch over a 10-foot span. This means that minor deviations within this range are generally acceptable.
  All concrete claims were denied due to no construction defect being present.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22776027
  
  I am rejecting this response because:

  The response from Oakwood Homes is not acceptable. The guidelines are very loose. This level of shoddy workmanship is clearly below normal customer expectations. I would expect some help from Oakwood in improving this poor workmanship.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/23/2024

  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.

  We purchased our home in 2022 and were advised that we had a warranty for our driveway. When reaching out to Shazam for assistance, I let them know that there was previous work done on the driveway and the concrete on the driveway was failing again. The representative came out to look at the driveway and only offered to Fill in the long crack that was in the driveway. He stated it was falling apart because of road salt that was tracked in from driving and parking in the driveway. This house is only seven years old And the driveway is only six years old, the concrete should not be failing and pitting. There was also damage to the step in the front of the house and the porch had a long crack and the foundation had some missing concrete. The The step was replaced the long crack on the porch was covered, and there was patches done to the foundation. However, the warranty company is refusing to replace the driveway and will not send me documentation that shows what is exactly covered under the warranty. The only documentation I was provided was how to care for concrete. I was also advised if I wanted to dispute this, I can go through one of their companies and have an arbitrator assigned. This will cost us $700 out of our pocket which I should not have to pay for.

  

  Business Response

  Date: 11/24/2024

  Homeowner reached out concern about the concrete.  Second homeowner and nobody knows for sure how the concrete was taken care of previous.  After inspection it was determined that the concrete is spalling, most likely due to homeowner vehicles or not taking care of the concrete.  The driveway also had some cracking in the control joints that were offered to be filled as a one time courtesy.   The concrete is out of warranty and the homeowner was given the information if they do not agree with our assessment.   

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22596213
  
  I am rejecting this response because:  I was advised the driveway is under warranty by Shazam customer service because there was previous work done which extended the warranty by two years.  Concrete should not fail after 6 years unless the material used wasnt good. This is happening to multiple neighbors driveways as well.  Also, under law I was supposed to be given what is exactly covered under warranty. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 12/04/2024

  Again this homeowner is the 2nd homeowner that did not purchase directly from Oakwood.   The concrete carried a one year warranty and she was provided with the homeowners guidebook that is given to each homeowner that purchases with Oakwood.  No additional warranty is given on any repairs that may have been completed in the first year of homeownership from close of escrow.  

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22596213
  
  I am rejecting this response because:
  

  Upon talking to their representative I was informed if any prior work was completed it would extend the warranty by another 2 years if there was prior work done and there was an original warranty of 5 years.  Oak ***** guide book only says how to maintain the concrete.
  

  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 12/12/2024

  I dont have documentation because I was provided the time frame over the phone from the customer service representative at ******************.  I keep asking Shazam for documentation showing exactly what is provided in the warranty and they have stated they dont have any documentation.  The company should have guidelines written somewhere since they keep saying I am out of warranty. The only thing I was provided was a link showing how to care for concrete.  Regardless, concrete should not be crumbling 6/7 years after installation.

• Initial Complaint

  Date:09/04/2024

  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.

  It has been 8 months from my move in and I'm still waiting for items to be fixed. I have been scheduled, no showed and cancelled on many, many, many occasions. Shaazam is not staffed appropriately. I am currently waiting for them to send someone to fix my A/C again today who was supposed show up at 8:30 am. 10 ******* and still nobody here. They did a no show on me yesterday. The A/C issue causes me health issues, and this is the 2nd time it's had to be fixed. Because I have A/C blowing it's not an "emergency" but me getting sick 2x now requiring a doctor visit, RX's and missed days of work is ok with them. I trusted they would follow through on all and sadly they're just another builder that wants to get you in the house and then strings you along after you get those keys. To anyone purchasing I do not recommend you complete the survey they ask you to do the day you get your keys. I recommend waiting until you complete your 11-month inspection, and any repairs needed are completed and reinspected for proper completion of work. I will be having my 11-month coming up, yet still waiting for small items to be fixed from day of move-in 8 months ago. My time and health are invaluable, yet this is how you're treated once you sign and get the keys.

  

  Business Response

  Date: 09/11/2024

  Spoke with ****** and we have a game plan going forward. She is not available to have work done until September 30th for scheduled repairs to take place.

  Customer Answer

  Date: 09/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have spoken directly with ****** and we have agreed on a plan of action and a date all work/cleanup is to be completed by. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/30/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Oakwood Homes and Shazam Home Services regarding their repeated failure to address a significant issue with a pipe that continues to freeze during the winter in my townhome. For the past nine months, Shazam have made numerous promises to fix this problem, yet no action has been taken.I have received several emails from Shazam Home Services detailing their plans to repair the issue, but they have not followed through on any of these promises. I have also attempted to bring this matter to the attention of **** ***** from Oakwood Homes and the owner of Shazam Home Services, but my emails have gone unanswered.This ongoing issue is causing significant stress and inconvenience, and I feel that I have exhausted all reasonable efforts to resolve this directly with the companies involved. I am now seeking assistance from the Better Business Bureau to help facilitate a resolution. I hired my own plumber to open the wall to show very little installation in the wall sent them all the pictures.Please let me know if you require any additional information or documentation to support my complaint. I appreciate your attention to this matter and look forward to your guidance on how to proceed. Sincerely,**** ****** ************

  

  Business Response

  Date: 09/10/2024

  Homeowner and Tenant have been communicated with and the repairs that were promised are being completed.   Upon completion will respond with completion notes and photo.

• Initial Complaint

  Date:08/28/2024

  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.

  We are recent residents of **************** and were excited to purchase a home from Oakwood Homes in the ******************************************** area of ***********, a 55+ community. Our house is on a corner lot. Our sales associate mentioned during the build process that Oakwood's common area, the area between the sidewalk and street, is connected to the homeowners' sprinkler systems if the builder installs the grass.After receiving this information, we asked the builder to please put rocks in the common area, as has been done with other corner lots. We sent emails, all of which the builder and metro district ignored.On Monday, 8/26, we had a face-to-face meeting with an Oakwood representative. He admitted that he knew of the financial burden of the water bill on some of the senior residents. We were told the water bill may be as high as $400.00 a month to pay for the common area. The Oakwood representative also admitted he knew that some residences had incurred up to $6000.00 in landscaping charges to replace the grass to escape the high monthly water bills.When we asked during the face-to-face meeting to put in rock, the Oakwood Representative said he could not change the plan for grass and offered no documentation or proof of that claim.It is deeply unfair that a builder would burden seniors, some on fixed incomes, with extra watering costs when they have already set a precedent for installing rock on other corner lots.On the local news, we hear that Colorado drought can be an issue and that conservation is preferred. It seems wasteful for a corporate entity like Oakwood Homes to ignore a simple request to install rock instead of grass to reduce that wasteful water consumption.Our request is simple: We wish to have the common area grass installed around the home today, 9/28, removed and replaced with rock so that we do not suffer the financial burden of high water bills.

  

  Business Response

  Date: 09/04/2024

  After further review the current landscaping is set to approved plan.  It has been determined that this is not a construction defect and no further action will be taken by Shazam or Oakwood Homes.   If the homeowner wants to change the designed plan they would need to present that plan to the metro district for their approval.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22210735
  
  I understand what Oakwood is stating. The critical piece that is missing is that Oakwood does not disclose in the contract that their approved plan places a financial burden on some residents to water a common area. The resident then risks the **************** water utility fining the resident for overuse of water on their home / common area. 
  

  I will update the community residents and future residents that will have access to community social media services to be aware of hidden financial risks. 

  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising 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.

  We have had multiple open warranty items since June of 2021. The business has stopped responding and continues to fail to repair the issues resulting in loss of value and safety concerns.

  

  Business Response

  Date: 09/06/2024

  We have been in contact with homeowner since closing and have fully completed all agreed upon warranty concerns.   Some repairs were found to have no construction defects and were not covered under the warranty guidelines.  

  Customer Answer

  Date: 09/19/2024

  The company response is incorrect as I still have multiple warranty issues still open for over 3 years. This complaint needs to remain open until official repaired and closed according to the warranty requirements from 2021
  

  

  Business Response

  Date: 10/24/2024

  We have been in constant communication with the homeowner and have already completed many repairs and are currently working with homeowner on last few concerns.

• Initial Complaint

  Date:07/25/2024

  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.

  We purchased a home from Oakwood in 2019, the issue at hand is a window well (as pictured below), was not secured to the foundation as it was said to be (as the rest are). As such it has started to collapse inside risking damage to the windows for potential water leeks. I have contacted Shazam (the warranty company) who indicated they will not be taking care of this. My issue is this is not a warranty as a warranty would imply fix, restore, replace. This is quite simply unfitted work that was literally buried underground and is not causing distress and financial risk to our household. At this time I am asking for nothing more than the company to finish the job that was contracted.

  

  Business Response

  Date: 07/30/2024

  Homeowner submitted a concern with the window well not being secure and collapsing on 7-23-2024 with Shazam Home services.   On 7-24-2024 a Shazam Home Tech went out to inspect the concern with the homeowner present.  At the time of inspection the following was observed alterations were completed in the backyard by the homeowner affected the grade.  The homeowner added a sidewalk that is right next to the window well. with the concrete pushing in on the window well. Due to the alterations to the finished grade by the homeowner a formal denial was given to the homeowner on 7-25-2024, as non warrantable based on the warranty guidelines provided to homeowner at time of closing.
  
  

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22042761
  
  I am rejecting this response because:

   

  This is not a warranty related request. This is pure builder negligence and potentially down right fraud. The picture added clearly show there is not one connection point on the left side of the window well it was never attached to the house. Oakwood at this point both literally and metaphorically buried the evidence of their incomplete work. Upon further inspection it appears all window ***** were attached on one side only. The only acceptable response is to redo the job you were paid for and claimed to have completed.

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/07/2024

  For this denial of the response, our message still stands as follows:  Homeowner submitted a concern with the window well not being secure and collapsing on 7-23-2024 with Shazam Home services.   On 7-24-2024 a Shazam Home Tech went out to inspect the concern with the homeowner present.  At the time of inspection the following was observed alterations were completed in the backyard by the homeowner affected the grade.  The homeowner added a sidewalk that is right next to the window well. with the concrete pushing in on the window well. Due to the alterations to the finished grade by the homeowner a formal denial was given to the homeowner on 7-25-2024, as non warrantable based on the warranty guidelines provided to homeowner at time of closing.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22042761
  
  I am rejecting this response because:

  Let me break this into several digestible points.

  1 - how can you say the grade was changed when you never measured it during the visit ?

  2 - Putting something on a grade ex at 3%. Makes the surface taller not changes the grade.

  3 - Do you also deny coverage to anyone that plants a tree or puts down a bag of dirt, for changing the grade?

  4  - Finally, you are intentionally dodging the issue of the downright negligence and fraudulent business practices that led to this issue. You failed to attach the window well to the house during construction, lied about it, then quite literally buried the evidence.

   

  This is filed with the ****************************** and we will be going to the local news networks to call attention to the fraudulent business practices of Oakwood.

  
  *******************

  

  Business Response

  Date: 08/21/2024

  The well was attached and was not a problem until the homeowner installed a walkway and affected the grade.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22042761
  
  I am rejecting this response because this is bold face lie and I appreciate you putting it in writing. If you had attached the well there would be holes in the foundation where there were screws. To be clear the photographs clearly depict no holes, screws, or markings. For the first time you addressed the underlying issue rather than dodging it and flat out lied for the public record. 
  
  
  *******************

  

  Business Response

  Date: 09/09/2024

  We have denied this over 6 times and will not be replying to his rejection of the same complaint.

  For this denial of the response, our message still stands as follows:  Homeowner submitted a concern with the window well not being secure and collapsing on 7-23-2024 with Shazam Home services.   On 7-24-2024 a Shazam Home Tech went out to inspect the concern with the homeowner present.  At the time of inspection the following was observed alterations were completed in the backyard by the homeowner affected the grade.  The homeowner added a sidewalk that is right next to the window well. with the concrete pushing in on the window well. Due to the alterations to the finished grade by the homeowner a formal denial was given to the homeowner on 7-25-2024, as non warrantable based on the warranty guidelines provided to homeowner at time of closing.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22042761
  
  I am rejecting this response because:
  
  They can't answer why they never attached the window well - lag bolts do not "fall out" or disappear - when it got to pointed, they reverted to the original deflection point and indicated they won't respond. There was negligence by the subcontractor and Oakwood failed to oversee them as a general contractor who's ultimately responsible for the failure to complete the work. This is not nor was it ever about a warranty ***** - please post as a failure to address by the business. 

• Initial Complaint

  Date:04/18/2024

  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.

  Oakwood Homes cuts corners and then refuses to do more than a bandaid. My leaking roof was fixed after months of having an open ceiling in the winter. Now my roof is leaking again. Its been over two months and its still not fixed. It takes months to fix things that should be done in a week and there is very poor communication with the homeowner. *** complained multiple times and beyond an empty apology, nothing changes. They schedule appointments telling me I have to be home and then either no one shows up or they come halfway through the day and then say they dont have time to finish and need to come back. Then another one to two weeks goes by with no communication and nothing being done on my house. I literally asked when I can expect my roof to be fixed and they said they didnt know. Bad business, disrespectful of homeowners time, and very poor project management. If they cant figure this out soon, or my roof leaks again, they will have a lawsuit.

  

  Business Response

  Date: 04/22/2024

  Per our community experience manager over your area,

  We are actively working on your concerns and are aware of the unfortunate occurrences that happened while trying to complete these repairs. These delays are due to inclement weather and trades not showing up, and were out of our control, however, we have been in communication with you during this process. Our team has also been continuing to work with our trade partners to ensure they are properly prepared for your visits. It is unfortunately these two things that are out of our control as technicians, with weather and trades not showing up. That being said, we still want to make sure we are doing everything in our power to make sure your concerns are resolved,and ensure to keep constant and consistent communication with you. We do appreciate your patience as we work through this complicated process. You should be hearing again from a Shazam representative this week.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21591812
  
  I am rejecting this response because: The problems Ive been experiencing were not due to inclement weather or trades people randomly not showing up, and you havent been in communication with me during this process. Yet another misunderstanding. In most, if not all cases, there was poor, or no, communication between the builder and the workers, and myself.

  It happened again today. Someone showed up at my house while I was at work and said I needed to be home for them to work on my deck. Why was I not told before today? Then, after I came home, and after the workers were finishing for the day, ******************* messages me that they were able to work on my deck today. Yeah! No kidding! This is an example of no communication! Communication after the fact, is the same as no communication! Even the workers that were here today said they were never told they were working on a 3rd story deck and thats why they werent here when I was told they were coming last week. And this is an example of poor communication! 
  
  You stated twice that inclement weather and tradesman not showing up are out of your control. What is in your control is communication. Your proven track record is poor communication, and as of today, it still hasnt improved.
  

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/29/2024

  Per our community experience manager over your area:

  Our apologies to you ******* for your frustration. Management is looking into this issue to see where the lapses are, and we will get back to you with a set schedule as soon as we are able to.

  Customer Answer

  Date: 05/10/2024

  I never answered the previous response because its pointless. Oakwood Homes is horrible. They apologize and give excuses, and nothing changes. *** lived in my BRAND NEW HOME for 4 years and 20 percent of that time my house has been under warranty repairs. I miss work over, and over, and over, because ** told I need to be home for them to work on my house, and NO ONE SHOWS UP TO WORK ON MY HOUSE!!! Im still waiting. At least the inside repairs got done after 5 weeks of being told it would take 1 week, but I still have damage on the outside of my house, and I still have no idea if, or when, anyone is coming back. As I said before, they should have a lawsuit against them for how badly they treat homeowners, and I should be compensated for the amount of work Ive missed, the amount of gas Ive used for no reason, and the emotional stress it continually puts on me and my family. Its absolutely ridiculous, and the worst company I have ever dealt with. 

  

  Business Response

  Date: 05/29/2024

  Good afternoon *******,

  Per our community experience manager over your area:
  We do apologize for your frustration in the amount of days it has taken to complete your stucco repairs. We do our very best to confirm appointments with our trade partners to ensure they are there on time and prepare appropriately for your work to be completed at the highest satisfaction. The delay is due to our trade partner pushing back the date on us, we do apologize again about that but we do try to ensure you are always communicated to as soon as possible when that happens so missing working or being home unnecessarily is kept at a minimum. However, ************************* the technician you have been working on these repairs has mentioned he communicated to you for all the exterior work on your home, you do not need to be present for, as it is on the outside of your home and for those repairs the techs and trades do not need to be granted entrance, just your permission to do that work. He mentioned he spoke verbally to you regarding that as well as sent you a text message confirming that on the 21st of May. If by any means there was confusion there, we do apologize for that and look forward to getting those repairs completed as soon as possible.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21591812
  
  I am rejecting this response because:

  This is only partly true. I was told the stucco repairs would be done on April 29th (after originally being told everything would be done by the end of March) and after no one showed up I contacted **** to ask what was going on and he didnt respond. I had previously been asked to contact my neighbor so their lock could be removed from their gate for the stucco people, but no one showed up! I waited two weeks and still zero response. I sent another message to **** on May 14th and he responded saying he would contact the stucco company. Two days later he messaged me and said they would hopefully work on my house the following week. 
  

  Then on May 20th someone knocked on my door while I was at work. I asked **** if he would ask them to seal the holes before finishing any stucco and he didnt respond. When I came home from work that night, there was scaffolding on the side of my house and they had started doing some stucco repair. On May 21st **** messaged me and said there might be people at my house that day. I let him know they had started the previous day. I then asked him if they were going to seal the holes before doing any stucco and he didnt respond.

  On May 22nd I saw workers on my security camera again and I messaged **** about asking them to seal the holes and he didnt respond. I havent seen anyone since May 22nd so today, May 29th, I messaged **** and asked for an update on my house. He responded and said all the work on my house will be completed by the end of next week. I confirmed that my deck will be done and all the repairs on the side of my house will be done, and he said yes. 
  

  The 3 days of workers being at my house accomplished very little and the amount of repairs that still need to be done makes it very hard to believe it can be completed by the end of next week. Experience tells me that wont happen. I hope Im wrong, but I wont hold my breath.

  Sincerely,
  *******************************

  

  Business Response

  Date: 06/06/2024

  Per the community experience manager over your area: 

  We have been challenged with the timelines and the trades not getting the work done on her home, incredibly so with the exterior finish contractor that started the work. They have delayed and not shown up for the work as they promised us, and in turn we tell the owner that schedule they promised us. They promise us it will be done one week,then they do not show.  This has happened multiple times, and we understand the owner's frustration. There is only so much we can do to force them to keep the schedule, as this is not a warranty job, it is a payable.  On other similar exterior work, we are not using them anymore and are going with another reliable company.
  
  They are the reason for the latest delays, and we are pushing them every day, with a deadline of June 7 to have their part completed and scaffolding removed.
  
  I will have our tech communicate this to the exterior company and the owner, as this is not her fault and not totally our fault either.  These delays are not Oakwood and Shazam trying to stall or change anything, it truly is a problem contractor that will not keep their commitment to the schedule.  We are sorry this has happened on her home, but these things do happen, and we are doing what we can to rectify this issue. 
  
  I have communicated with the exterior contractor myself, telling them this is not acceptable, and it is causing problems for the owner.  The project is almost complete as far as steps go.  Stucco repair, minor paint touch **** and the roofer installing a metal deck rail top cap.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21591812
  
  I am rejecting this response because:
  
  I know how easy it is to blame the trades people because its been happening since the original problems on my house in 2021. Its the builders responsibility to provide the homeowner with the quality product they were sold. If they cant hold up their end of the deal, and it seriously affects the homeowner, as this has seriously disrupted my life, time and time again, there should be some kind of compensation, or reparation. The builder cannot use the same excuse every time, week after week, month after month, year after year. If you knew something was a problem with tradespeople not showing up, someone else should have been hired. Its the builders full responsibility. If youre accountable for what needs to get done, and that job doesnt get done, its your failure. 

  Present day, now going on two plus months since I was told everything would be done in one, maybe two weeks at the most, and I still dont have a finished house. Today is June 7th How many times will I be told it will be done next week. It will be done next week. It will be done next week. How many times?!!
  

  How about you add up all the days over the last 3 years that my house has been under construction and Ive missed work, have not been able to use parts of my house, have lived in continual chaos, have had to make arrangements for people tromping through my house, increases in my heating bill, increases in my electrical bill, moving furniture over and over, getting multiple flat tires running over nails and screws left in my driveway, the list goes on and on! 
  

  This doesnt only affect me. It affects my kids, my pets, my neighbors, my friends, my family, my coworkers, my boss, again, the list goes on. My emotional well being and my sanity have been tested and broken multiple times! Ive added it up. Its about twenty percent! Twenty percent of the time Ive lived in my brand new home, its been under construction! Thats absurd! I bought a brand new home so I wouldnt have to worry about repairs, but here I am! This shouldnt be happening. I shouldnt have to go through this!
  

  What was I sold? How many times do I have to go through this? Is this going to happen again? The track record tells me yes. How can a brand new home have this many issues? The builder should give me twenty percent back on my original loan!
  

  This has been an expensive, overwhelming and embarrassing nightmare. I seriously regret buying this home.

  Sincerely,
  *******************************

  Customer Answer

  Date: 06/13/2024

  The repairs have not been completed. I still have scaffolding on my house and I havent received any updates from the builder. The last update I received was on the 7th when the work was supposed to be completed, and I was told they would be back the next week. More work has been completed, but my house is not done, the scaffolding is still on the side of my house and in my neighbors yard, and I still cannot use my deck going on 12 weeks. I was told it would take 2 weeks at the most. That was in March.

  

  Business Response

  Date: 07/02/2024

  On June 14, 2024 all stucco repairs were completed and scaffolding was removed.  All repairs are completed at home and deck is back in working order.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21591812
  
  I am rejecting this response because:

  The scaffolding was removed on June 13th and the workers left a mess, but the deck was not completed. I was still waiting for the wall cap to be replaced. No one showed up for another week. They came on June 21st. I was never told if they were done, or if they were coming back. I assumed they werent done since it didnt look done, but no one has come back and I hadnt been contacted. I moved all my deck furniture out of my house and onto my deck after 3 months of not being able to use my deck. I was told today they were done, so now I know the way it looks is considered done to them. The new wall cap isnt the same size as the previous one so the new stucco doesnt go all the way up, and there are multiple seams in the wall cap as if they measured incorrectly and didnt want to bother fixing it. I dont like the way it looks, but theres no point in prolonging the torture of waiting for someone to show up and not using my deck, when theyll probably be back in a year to fix the same problem. Again, being under construction for twenty percent of the time Ive lived in my brand new home should be monetarily compensated. Ive never experience such poor business.

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/23/2024

  Our Shazam tech met with *************** and Homeowner the week of the 15th.   The roofing company replaced the deck cap in question and made additional repairs to clean and finish the original repair.   The homeowner was happy with the repair and our Shazam Tech took pictures of the finished product.  This repair is completed and closed by Shazam / Oakwood.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21591812
  
  I am rejecting this response because:

  The description of rejecting a response because Im dissatisfied with the businesses response, is exactly why Im rejecting the response.

  I am extremely unsatisfied with Oakwoods response, and how the whole nightmare was handled! It is done for now. Until the next problem. But its 15 weeks after I was told it would be done! Thats almost 4 months! That is bad business! And to top it off you say someone met with the homeowner and Im happy with the repairs! Who met with me? No one met with me! Who said I was happy with the repairs? I never spoke to anyone and said I was happy with the repairs! Every response Ive ever received from Oakwood has been an outright lie.

  This has been one of the most stressful and worst experiences I have ever had in my life! And the thought that it will probably happen again is absolutely horrifying! I hope its done and and my roof doesnt leak again, but Ive learned to have zero faith in Oakwood homes and their ability to build a quality home, repair mistakes they made beyond a bandaid, or communicate affectively with homeowners. The only reason why I even got a response was because I did it through the BBB.

  Oakwood has been the worst company to do business with ever, and I deeply regret buying a home with them.

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/29/2024

  Our Shazam tech met with *************** and Homeowner the week of the 15th.   The roofing company replaced the deck cap in question and made additional repairs to clean and finish the original repair.   The homeowner was happy with the repair.

• Initial Complaint

  Date:02/07/2024

  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.

  We bought a home with Oakwood just over 2 years ago. In the last 2 years we have had constant electrical issues, pluming problems, and obvious construction problems. In this time span, only part of the problem has been solved. Oakwood, and its subsidiary, Shazam Home Services will ghost you as a the home owner and leave you without an answer for months, only for them to turn around and tell you that it is your problem. Ignoring the fact that it was their poor business practices that left us without an answer. It makes you wonder if the problem would have been covered if they would have been more proactive on their communication. When they did choose to solve a problem, they make you wait months after months after months to communicate with you and solve the problem.Oakwood also has a problem with making up their own policies and then refusing to abide by their made up policies. A broken window in our home was covered by Oakwood after someone came and looked at it. They confirmed that it was due to stress from construction. One month later another window of the same shape and size, on the same wall broke in the same way. Shazam and Oakwood ignored out requests and our attempts to reach out for 4 solid months. When they finally responded they told us it was our problem. When we pushed for answers, they responded A MONTH LATER, telling us that the first window was our problem but they fixed it anyway. When I pushed them to uphold the same standard, they ghosted us for another MONTH. Only to respond to me when I posted a negative review on their sales office for my community.This doesn't even include the fact that they have left our neighborhood halfway developed for the last year, they have added multiple styles of homes causing the image of the neighborhood to become undesirable, they have even failed to provide the amenities they sold us on at the time of purchase. DO NOT BUY WITH OAKWOOD HOMES.

  

  Business Response

  Date: 02/12/2024

  From the Operations manager in the area: Scheduled an in home meeting with this homeowner on 2-20-2024 at 11am, to look at homeowner concerns.