Customer ReviewsforPayne Family Homes

We bought a Payne home and the company isnt following the repairs of a two month walk through or a 11 month walk through. Weve had several issues happen with our home and no one has fixed or resolved our problems. We keep getting the run around.

We've had some turnover in the Warranty Team and we're dealing with labor shortages, however, we're now staffed up and working to get caught up now. Please contact the customer care phone number or email provided to you to follow up on any issues that were not addressed yet. All 2 and 11 month issues you have reported that are covered by the Payne Family Homes warranty will be addressed if originally reported during the required time.

I decided to build with Payne (now *******) and was excited to build my first brand new home with them. Unfortunately the entire experience has just been terrible. I like my layout, lot, and neighborhood but I am finding (in only 6 months of ownership) the workmanship is worse than I could have imagined. The amount of mistakes and concerns I had in the building process should have tipped me off to delay closing and have the house professionally inspected. I have tons of warranty issues and while the customer service person is nice, she is just a messenger. She passes the information to others who are not very responsive, to say the least. That is assuming the person you finally talk to does not leave ******* at some point, which has happened to me twice now. Seems there is an exodus of people from *******. During the building process they did things like build a wall closing in the stairs and got as far as drywalling it before I questioned it. They had to tear it back out because my home was open stair optioned. They installed the incorrect size pocket door for the laundry and had to tear it back out. They cut all of the hvac duct openings the wrong dimension and had to use blocking to fix them. They installed the wrong windows in the front of the house and had to replace them before closing. Framed for a door I did not have. The list goes on and on. The supervisor at the time (since went to another builder) clearly did not do his job well. Now after closing the amount of warranty claim problems are staggering. There is not enough characters allowed to explain all the issues but almost every trade has multiple items to address (flooring, electrical, cabinetry, carpentry, etc). While I understand that is the purpose of warranty, the sheer number of issues speaks volumes about the quality of the workmanship, the substandard building practices allowed, and lack of quality standards.I will have a thorough professional inspection done soon and file accordingly.

I'm sorry it seems your experience was not up to normal Payne Family Homes standards. With the unprecedented labor and material shortages, we are seeing some issues like this. Unfortunately, as we and our partners are training new staff, mistakes will happen. But, at the end of the day, we will deliver the home we sold you. We appreciate your patience as we work to address all of the issues. Rest assured, they can all be fixed to deliver you a brand new home you and yours can enjoy for years to come.

Well it is just over 1 year later and I still have major unresolved issues. The biggest of them I am told by the ******* rep (as ******* acquired Payne) is being refused to be covered by whatever remains of Payne homes, specifically the cfo i was told. Due to the poor concrete work, I have a settlement issues leading to a sinking sidewalk that has broken in 2, a step to the front porch sinking/ separating from the porch, a porch slab that seems to be sinking at the house, and the step at the threshold essentially floating. I doubt this will matter at this point since they sold out...

My current Payne home was built 4 years ago. I have had many issues including HVAC trunks not being connected, popped seams, etc, but the flatwork on the front porch is obviously defective. Most sections of the driveway, sidewalk, steps are fine. One section of the front porch is crumbling and getting worse with each freeze. The aggregate is poured too high and the skim is only barely covering the aggregate. The skim pops and the aggregate crumbles. Payne says this normal and to use some patch and then stain everything to make it match. It's insulting as anyone who sees this can tell it's just this one botched section that is crumbling. I will not be recommending Payne homes to any future clients.

I'm sorry you are having these issues. I can see we did not sell this home to you. But, the homeowner who purchased the home signed a few places acknowledging we do not provide a warranty on exterior concrete. There are too many factors out of our control including salt and fertilizer that can cause concrete deterioration after the home is completed. So, unfortunately, we can not warranty something out of our control.

Payne Family homes, now owned by ******* Homes, has been blowing off a warranty issue for 5 years. We built a house in August of 2016 in **********. The house started off really nice. That winter we noticed cracks in the ceiling where the wall meets the ceiling in the closets and bedrooms of the second floor of our 1 1/2 story house. They started when the weather got really cold. We documented the cracks, along with other issues, as Payne told us not to report any non emergency issues until the one year warranty. The cracks went away late winter, early spring as the weather began to warm up. Once the one year warranty came around, and the cracks were completely gone, Payne came to our house and claimed they fixed the issue. at that time, there was nothing to fix, the cracks were gone. But, they checked it off their list. So, as expected, the cracks showed back up the following winter as the temperatures began to drop. I filed a report with Paynes customer service, and ***************** visited our home. ************ informed us that because our house was so new there was still moisture in all the construction material that is was expanding and contracting as the weather changes. It kind of made sense. He said just give it a year. We are reasonable people so we didn't get too excited. The same thing happened the following winter and the following winter and again today I noticed the cracks are back and probably worse than they ever have been. I filed a report with Payne every year so there was history that the original issue that happened under warranty still hasn't been resolved. The excuses we have gotten over the years have been pathetic. One year he said our humidifier, which Payne strongly suggested we have installed on our furnaces, was putting too much moisture in the air and that we should turn it off permanently. Another year he said that the way our house was constructed with long trusses going across the length of the house that basically we were going to have to live with the cracks every year because the movement couldn't be fixed. Last year he never made it to the house. He said that if I was just going to get mad and excited that he wasn't coming. Before I call this year, I am writing this review and will also be contacting the Attorney General. We paid 350K for our house, which I know isn't a lot these days, but was a mountain of money for us at the time and we should not have to live with cracks in the ceiling every winter.The most frustrating part is that I know there is a fix and Payne just keeps blowing it off. My neighbor, who is a real estate agent and was one of the first owners in the third phase of our subdivision, had the same issues the first year of their ownership. We built shortly after them. Payne came in fixed his by cutting the trusses free from the wall so they could float freely. I'm assuming they took care of him because he is in the real estate industry and they knew he would talk and spread the word.

Unfortunately, truss uplift can happen during the winter months when the humidity in the home and attic is not properly balanced. Small cracks can be visible where the ceiling meets the wall during these months and then the ceiling will settle back down and the cracks not seen the rest of the year. Our warranty states that because this is a minor cosmetic issue, it is a homeowner responsibility to repair. However, Payne Family Homes always goes above and beyond to stand by our warranty and so we are working with the homeowner on a solution to help with this.