ComplaintsforWilliam Ryan Homes Florida, Inc.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In a $600+ community of newly built homes and having water pooling on sidewalk. The sidewalk is clearly not leveled properly and is now orange.. No where else in this beautiful community do we see this. Nor have we seen it in other WRH communities like ********/*********. But WE keep getting the runaround about it being replaced. I see nothing being done. This is UNACCEPTABLE to build new homes and stick new homeowners with poor building quality.

  

  Business response

  04/12/2024

  Efforts are being made to locate the source of the water that is seeping across the sidewalk.  All indications are that the issue is related to the *** Irrigation System and that the system may not be providing sufficient pressure to allow the sprinkler heads to open fully.  We have been in contact with the *** and original developer who operate and manage the system.  Our team will continue keep the homeowners appraised of the efforts to identify a solution.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint against William **** Homes due to their lack of response and action regarding several warranty issues with my new home. Despite numerous attempts to contact them and resolve these issues, I have not received any communication or assistance from the company.The issues I am experiencing date back to my walk-through and include both exterior and interior paint problems, a faulty shower door, driveway issues, insulation concerns, and various other items. I have documented these issues and submitted them to the builder months ago, but there has been no response or effort to address them.I am deeply disappointed by the lack of customer service and accountability demonstrated by William **** Homes. I am seeking assistance from the Better Business Bureau to facilitate communication and resolution of these warranty issues in a timely manner.Add to the above that my last correspondence was with ********************* on November 16, 2023. He sent me an email thanking me for talking with him and he would make sure everyone was on the same page. That was the last I heard about my warranty items.

  

  Business response

  03/12/2024

  Our apologies in advance for what appear to be miscommunications without homeowner.  Our production staff met with the Homeowner on 02/26/24 to review the outstanding items.  Their list contained 12 items of which eight (8) have been resolved and four (4) remain for joint scheduling.  We will continue to work with the homeowner to complete all outstanding items.  Again, we apologize for the miscommunications and will endeavor to make the necessary improvements.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Per Wm. **** Home's terms and using their online warranty submittal forms, we filed on May 30, 2023 a claim listing 6 items outstanding at 11 months after closing. Over the past 4 months the builder has resolved to our satisfaction 5 of the 6 items.The single unresolved claim involves an obvious and serious construction error in the plumbing installed beneath the concrete slab on which the home is built. The plumbing was laid out for the use of a tankless water heater installed on the exterior of the home, an option not included in our contract. We gave the builder photos showing the presence of this mistake on 12/08/21 (before the pipes were covered) and again on 01/19/22 (before the concrete slab was poured). We hold that during these 5 weeks there was ample opportunity to identify and correct the mistake, which was not done. We presented the builder with a photo dated 01/28/22 showing the error was still present after the slab was poured and the block walls had been built around this plumbing. We discovered the problem at this time and brought it to the attention of the builder. We suggested that the builder install the tankless exterior mounted water heater as the plumbing was mistakenly provided for. In addition, we offered to pay the option up charge to do so. The builder's representative refused our offer. Instead the builder chose to route on the outside of the home an additional estimated 45 feet of pipe with at least a dozen elbows beyond the plumbing necessary for the exterior mounted water heater. The result is substantial waste of gallons of water before hot water is delivered to faucets throughout the home and to the master shower in particular. There have been several discussions with the builder's representatives over the past 4 months where all the specific evidence cited above was presented without challenge. We want the tankless water heater installed, but the builder has stopped responding to emails or phone calls.

  

  Business response

  10/24/2023

  Apologies for failing to respond.  Let me review the matter with the production team and facilitate a response.

  Customer response

  10/26/2023

   
  Complaint: 20698510
  
  I am rejecting this response because:
  The response fails to address the issue presented for resolution.  
  In addition the response is a demonstration of the reason for filing the complaint.  This company has repeatedly refused to address the issue and has repeatedly delayed and avoided doing so. 
  An acceptable response will need to address the issue by either offering corrective action or by countering the facts presented in the complaint. 
  Sincerely,
  
  *************************

  

  Business response

  12/01/2023

  Attempts have been made to schedule a representative of the plumbing company that installed to system to review the installation and provide evidence that the system is operating properly without the referenced energy loss noted by the homeowner.  The homeowner has refused to agree to such a meeting.

  We believe it would be prudent for all parties involved to coordinate the opportunity for such a meeting.  The plumbing vendor has access to the expertise to answer and/or comment on any questions or comments the homeowner may have.
  

  At this point, if the homeowner is still willing to pay for the upgrade to install the tankless water heater, as noted in the original complaint, then we would make arrangements for ******************* to facilitate same.

  Based on the representations of our plumbing vendor we are of the opinion that the system is functioning properly.

  Customer response

  12/06/2023

   
  Complaint: 20698510
  
  I am rejecting this response because:

  The plumber that installed the water heater plumbing in our home -

  1. Installed the heater plumbing outside the house instead of inside the house per the building plans. 
  2. This same plumber added 30+ feet of pipe to connect the inside water heater to the outside plumbing, adding approximately 50% to the already very long water supply to the master bathroom. 
  3. Twice we were scheduled to meet with the plumber who was a no-show. 
  

  However we will agree to pay the *** upgrade charge ($1520) to have a different qualified plumber install a tankless water heater on the exterior of the home as would have been done had we specified the upgrade at contract signing.

  And we agree to meet with the new plumber and the builder's authorized representative to work out all details associated with this installation.  

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

  

  Business response

  01/05/2024

  The **************** that installed the original system in the home performed said work under a permit that they applied for, obtained inspections, and final approvals from the governmental authorities having jurisdiction.  they have the contractual obligation to WIlliam **** Homes and the Homeowner to warrant their system.  We cannot hire another plumber to perform any of the work without compromising the warranty on the home.  Again, attempts have been made to schedule a representative of the plumbing company that installed to system to review the installation and provide evidence that the system is operating properly without the referenced energy loss noted by the homeowner. We are not aware of meetings that the plumber did not attend as scheduled.  William **** Homes would facilitate a meeting with the homeowner with representatives of the plumbing company and WIlliam **** Home in attendance.

  The homeowner has previously refused to agree to such a meeting.  The meeting needs to occur for this issue to move in any direction.
  

  We believe it would be prudent for all parties involved to coordinate the opportunity for such a meeting.  The plumbing vendor has access to the expertise to answer and/or comment on any questions or comments the homeowner may have.
  
  The homeowner has stated that they are willing to pay for the upgrade to install the tankless water heater.  another plumbing company cannot perform the work as noted above.
  

  Again, based on the representations of our plumbing vendor we are of the opinion that the system is functioning properly.  Nonetheless, the only reasonable means to resolve the matter is to schedule a meeting at the home with all representatives in attendance.

  Customer response

  01/08/2024

   
  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.
  WITH THE FOLLOWING STIPULATIONS. -

  1. The proposed meeting will occur within 30 days of this message. 
  2. William Ryan Homes Florida will be represented at the meeting by an official of the company with full signature authority to legally bind the corporation. 
  3. Builders specifications and construction documents for our specific home build will be available for review at this meeting. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have owned my home with builder defects for 20 months & the builder has completely abandoned my concerns & has not returned to fix warranty repair issues. Last conversation was 3 months ago with GM *********************** in ***** who told me he would make a return call the following day, HAVENT FROM THEM SINCE!!!!!!!!

  

  Business response

  02/08/2023

  We will contact the homeowner and schedule a mutually agreeable appointment to meet with the homeowner, review/confirm the outstanding items requiring attention, and generate a plan of action to address.  While members of our team may change, our commitment to our homeowners does not.  We will address each and every item to the satisfaction of our homeowners.  We appreciate the patience and cooperation.  

  Customer response

  02/10/2023

   
  Complaint: 18823460
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  02/13/2023

  After numerous managers & too many missed & failed appointments (at least a dozen), I refuse to meet any member of William **** at my expense from this day forward. I'm available weekdays after 6:30pm & anytime on weekends. *** has wasted enough of my valuable time and this is the situation that WRH has created for themselves. The 1st attached image is the email I received from *********************** refusing my request to meet on my schedule, but the ** *********************** will tell you he's willing to work with us? Doesn't look that way. I will be forced to seek alternative action if I don't have a meeting with solid plans to fix my almost 2 year old issues by Feb 28,2023

  

  Business response

  03/03/2023

  We are currently working with ************** to resolve his concerns.
  I have met with  in person twice. Once on 2/17/23 to review and inspect the issues.
  A second time on 2/25/23, I brought our vendor with me to establish a scope of work, order the material and working on a schedule to complete the work.
  We also had the back yard reviewed by our surveyors and grading company to address the drainage concerns.
  I am confident we will have this completed to Mr. ****** satisfaction.

  Customer response

  03/07/2023

   
  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.
  
  Sincerely,
  
  ***********************

  Customer response

  11/06/2023

   
  Complaint: 18823460
  

  Filed a BBB complaint last year & was contacted by the business with multiple promises to finish repairs but still have no appointments.

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

  

  Business response

  11/16/2023

  I spoke with ************** earlier this week and he elaborated on the remaining issues with the home, specifically the rear yard drainage.  i represented that we would respond this week.  Our Construction Manager, *********************** talked to ************** today and outlined the efforts to rectify the rear yard drainage and complete a fence installation to enclose the rear yard as a good faith effort for his patience.  Currently the time frame for fence installations is requiring a 4-5 week lead time.  ****************** stated that ************** expressed his appreciated for the efforts and quality of work performed by our ****************** Peacock Construction.  We will continue to address any and all remaining items until completion and acceptance by **************.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 8/19/2022 my wife notice a an outline on the ceiling in the kitchen over the island from the pendants it was water stain from leakage somewhere she immediately contact warranty department also Kris since he was already following up on other issues..Builder sent plumber out to find leak plumber noticed the water softner drain line was not installed properly (which we paid WR to install for us) water was going back through seating through wall not to mentioned plumber stated base boards were not completely corked as well anyways plumber put longer drain line in reported to builder Mike and Kris. Kris gave us all excuses stating it was our fault as well as Mike and stated it was not covered under warranty and they are not going to repair our ceiling and basically ots our problem. What they could not would not explain is if they put drain line in how is it our fault. Now my wife and I have been very patient with William Ryan builder considering our home has tons of cosmetic damages as well as sloppy upstairs flooring. This issues is construction error as they should repair my ceiling.

  

  Business response

  09/08/2022

  William Ryan has investigated the situation with this customer and have determined that the installation of the water softener lines were done properly and per industry standard. While looking into the matter we also determined that the person who installed the actual water softener was not a licensed plumber. The damage incurred in having the water softener installed by someone not fully informed about the proper installation of the system allowed the water from the softener to spill onto the floor which then seeped through to the ceiling below.

  Despite the facts that this installation of the water softener was done incorrectly we have offered to have the ceiling repainted as a courtesy to our customer. The customer has accepted our offer and the work is being scheduled.

  Customer response

  09/09/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Numerous attempts made to fix warranty related issues over 8 months of not getting things repaired and or fixed at all. My 6 other neighbors feel the same way. William Ryan has not addressed the issues at all. They continue to push this out and we are close to 1 year of issues.

  

  Business response

  08/25/2022

  Contact Name and Title: *******************************
  Contact Phone: ***********
  Contact Email: *******************
  Mr. ****************** is correct that it has taken much longer than any of us would have liked to resolve the outstanding matters with their home. Our Construction Manager, Eric M., met with Mr. ****************** to review the outstanding items that we have on record and has directed the resources to resolve the outstanding matters. While they are not all complete, our commitment to the homeowner is unchanged, we will continue to work towards a complete resolution to each and every item.
  We have requested that each and every homeowner submit any and all outstanding warranty requests through their My Home 24/7 portal to ensure that we as a company can follow-up rather than rely upon direct correspondence with field personnel. Mr. M. will continue to follow-up with the homeowner to ensure all items are addressed to the homeowners satisfaction.

  Customer response

  08/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have been evasive in fixing even the simplest of things, our letters on our house are plastic and from Ace True Value hardware store, our house is not grounded and was struck by lightning last night and our AC unit went. This is not acceptable and 9 months worth of waiting has made this an even bigger issue. I would like record of this so that when I take them to court this has been noted with the BBB.

  

  Business response

  08/26/2022

  Mr. ***************** is incorrect as to his evaluation of the grounding of the home. The Electrical system in their home was installed by FL LEC, a fully licensed and insured Electrical Contractor. The electrical system was permitted, installed per code, and inspected by the governmental authorities confirming said installation.
  
  We have already addressed or are in the process of addressing the remaining outstanding items on the home.
  
  William Ryan Homes stands behind every home it builds. If it is determined and any component of the home was not installed properly then we, and/or our Vendors will endeavor to correct each and every item. Our commitment is unchanged. We will persevere to address each and every item determined to require correction until the homeowner is satisfied.

  

  Business response

  08/26/2022

  I received additional information that our Electrical Vendor was in the community today making efforts to assist homeowners evaluate the lightning events of last night. Efforts were made to contact Mr. ***************** via cell phone to allow access to his residence. Messages were left but no response. Mr. **************** was observed to be in the community at that time but did not respond to contact efforts.

  Customer response

  08/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They ran over to the location with electricians the day after more than one house was struck. Why? Simple they did fear some of them were not grounded. What I found is they DO NOT ground the entire house. They ground the electrical panel which we found out is a recalled panel. This along with our AC system not being right for over 9 months. Now magically they leveled the system and it should be fine? It was just directly struck by lightining and was NOT LEVEL for 8 almost 9 months. That system should be entirely replaced with a new system as we have no idea what damage has been done running improperly for 9 months. I have repeated this numerous times to them. Now I report it here. If you have a car and the engine is not right for 9 months. It's not just the engine any longer. Come on. That plus the list of things inside our house has not gone down. Sure now that I contact you they come out and fix the stupid #'s on the house. But realistically I have over 8 neighbors who feel the same way about William Ryan Homes. Should I include all of them on the next replies? Maybe then they will get these problems resolved. It's ridiculous that clients have to wait this long.

  

  Business response

  08/29/2022

  I, along with Eric M. (Construction Manager), Greg C. (Division Manager), had a telephone conference with Mr. ****************** today at 4 PM. We agreed that Mr. M. would meet Mr. ***************** on Friday, 09/02, at 9 AM to review any and all outstanding items requiring attention. Mr. M. will make sure all items are loaded on the homeowners MyHome 24/7 portal as well as coordinate the completion of all items noted. Again, our commitment remains unchanged, we will not stop our process of addressing each and every item until the homeowner has confirmed that all work is completed to their satisfaction.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased the home on September 15, 2020. The home was built for a disabled veteran. The ground floor has an ADA bathroom, all doors on the ground floor were 36 inches wide for a power chair to go through. The kitchen counter was moved forward a few inches in order for the powerchair to move about betaween the counter and the stove.microwave. The builder knew I was in a power chair as was stated in the completeion of the home. In January 2021 3 months after the purchase the flooring started to come up. William Ryan was contacted. They wanted to wait till the warranty was 1 month before conclusion to repair it. In February we contacted them again the flooring was getting worse. again they did not want to do anything until August. In June my wife fell because of the flooring coming loose, my granddaughter cut herself on the flooring. I contacted William Ryan again and told them if they did not come out and replace the flooring I was goin g to contact my attorney. They sent Kris out to see the problem They ordered an inspection. I contacted the manufacture of the vinyl and they nsaid the problem was the tile used would break up with a 750 pound power chair rolling over it. This was why we told the salesman and William Ryan I was disabled and confined to a 750 piound powerchair. I tried to get them to replace the vinyl used as the manufacture said it should never should have been used. In February after not being able to get William Ryan to do the right thing and before anyone else got hurt I replaced the vinyl with the proper vinyl. We sent the bill to William Ryan who offered to pay $7500.00 of the 11,900.00 cost. I told them we wanted to be paid what I had to pay out.

  

  Business response

  08/11/2022

  Business Response /* (1000, 7, 2022/07/27) */ The condition of the flooring separation has been addressed with the customer with the fact that William Ryan Homes was not made aware that a heavy wheel chair would be operating on this type of flooring and its particular installation. William Ryan Homes has made a good faith offer to the customer to assist in resolving the issue despite the fact that we feel we installed the flooring properly. We stand by our offer and are prepared to make the payment if/when the customer makes the decision to accept. Consumer Response /* (3000, 9, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on the response that I received today I will provide written evidence that the information that was sent to you was false. To begin Jeff T****** is the president of William Ryan< David P*** and Susan M are employees that are on the email chain. Under Florida Statue 558.004 notice an opportunity to repair it requires at least a 60-day notice before filing any action in regard to construction defects. On page 1 of an email sent 9/26/21 at 2:12 pm to Kris T who was our construction contact for all repairs in the home. I put William Ryan on notice of section 558.004. I again on page 2 10/25/21 9:27 am I demanded that the flooring be replaced. Page 4, as you can see #5 on page 4 Jeff T wrote "They need whatever will accommodate a 36inh opening for the sliders, he mentioned DUE TO THE WEIGHT OF HIS CHAIR the traverse needs to be flush with the slope (which never was done) to be able to hold his chair". The quote that I am referring to above from Jeff T to David P contradicts his reply to you.The condition of the flooring separation has been addressed with the customer with the fact that William Ryan Homes was not made aware that a heavy wheel chair would be operating on this type of flooring and its particular installation. The 60-day period of notification was 9/26/21 making 11/27/21 the 60-day period ended. P*** 5 Robert & Robert flooring shows I did not contract to replace the floor until well after the 60-day period ended which was 1/18/2022. William Ryan was originally notified in January of 2021 that the flooring was coming up. Kris T informed us they do not make repairs until the 11 month of the warranty period which would have been august of 2021. The flooring continued to get worse and they were notified in February, May, June, July, and finally august. Which at that time they refused to repair or replace the floor. I paid in February 11,790.52 to have the floor with the proper flooring that the manufacturer (Shaw) said that needed because of the weight of the power chair. Business Response /* (4000, 11, 2022/07/29) */ Providing some accommodation's to door openings does not constituter any acknowledgement that William Ryan Homes were aware of the customers intent to use an electric mobility device weighing a significant amount. The home was constructed in accordance with the plans and specifications agreed to in our purchase agreement with the buyer. The flooring was installed in accordance with the manufacturers specifications for normal use. No where in our documentation is there a specification noted that indicates the customer would be traversing the floor using this heavy device. As stated previously, our offer stands.

*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. ↩