ComplaintsforWayne Homes

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a home built in January 2022 and within a year we had dents all over our floor on our main level. We upgraded our flooring to luxury vinyl due to the salesperson we worked with telling us how durable it would be. We informed Wayne Homes of the issue during our warranty review and were told we could have just the damaged planks replaced but were informed that may be worse than leaving the dented planks since the flooring would no longer match. The dents are being caused by stools, tables, chairs etc. It seems like the flooring is not what we were told it was. We were basically told we could have flooring with dents or flooring that doesn't match and that is all they would do for us. This is frustrating having upgraded and only been in our home for two years.

  

  Business response

  07/09/2024

  Thank you for the opportunity to respond to our customer’s concern.
  
  On 12/17/2023 Mrs. ******* contacted our Customer Care department to notify us that she had damage/denting to her flooring. Our Warranty Manager reached out to her and set up a meeting to inspect the damage. At the inspection, floor depressions were found in several locations. The homeowner confirmed that she had furniture there for some time. Our Warranty Manager explained that heavy furniture that does not have proper flooring protection can cause depressions in the flooring surface. This is outside of the warranty coverage, however in an effort to partner with our homeowner and our trade partner, Wayne Homes did offer to use leftover flooring pieces that were on site to replace the affected flooring at no cost to her.
  
  Prior to work beginning it was noted that the homeowner had used cleaning products other than the manufacturer’s approved products, which had resulted in the installed flooring no longer matching the original finish. At that time, the homeowner refused service saying that her expectation was that her entire floor be replaced. Our local Construction Manager reached out to her to discuss the situation and explained that even though the warranty coverage does not include improper care and use, Wayne Homes would still be willing to swap out the damaged pieces with the understanding that the finish would not match.  He also discussed with her that we could provide her a price for replacing the entire floor with an entirely different material. The homeowner rejected this offer and insisted on a full replacement of all the flooring in her house at no cost to her. She was informed that we cannot replace the entire house at no cost. The offer on the damaged pieces still stands. We consider this matter resolved.
  
  Wayne Homes values customer feedback, and remains focused on our 50-year history of providing a quality product and service after move-in. 
  

  Customer response

  07/23/2024

  I did not see the communication in time about the need to respond to Wayne Homes response. They were not honest and that is very disheartening. They said we had large furniture where the denting occured and that is not true. We have bar stools with pads on the bottom at our kitchen island where the floor is dented everywhere, I hardly call that large furniture. Besides that I have had several homes with different types of vinyl and laminate flooring and have never had that issue. Our home was not even two years old when we noticed all the denting. He also said we used improper floor care, that is funny because the flooring guy that came to assess it said walking and just living in your home changes the color and gloss of the flooring, nothing to do with floor care, but they left that part out, how convenient.

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house was completed September, 2014. In October, 2023 I contacted Wayne Homes about water, dampness and black marks on section of my east side where the wall meets the floor. A rep from WH came and during the inspection he said he thought it was the drainage system but he wasn't positive and said I needed to contact ******, the waterproofing company. Didn't understand that since the walls were NOT even damp. Contacted ****** who, because to the time of year, setup an appointment for May 14. On May 11 I had a really bad storm, so I took a video on my sump pump, showing there was no water exiting the east pipe. I also sent it to WH asking a bout it. No response. I called WH again on May 14 about the problem and the rep came out, pulled on the drain, did a water test and drilled holes in the crock. He's still not sure why. ***** rep comes, meters all the walls, all are dry with very little moisture registering. Not a ****** problem. Back to WH. Rep with his boss comes on June 6. Does another water test and puts camera up drain.they bother say looks good. I see mud. They say that's common. Water is not exiting east drain, but they say that's OK because it's going around that drain exiting to the south drain probably because the east drain is higher then the south.Then why the floor and wall. They don't know. They want to come back when there's a heavy rain. On June 17 I contacted WH again. I discovered my northeast corner against east side was cracking, had water and was lower than the main floor. Returned call Tuesday and can't come until Thursday. Thursday morning he looked at the corner and told me that that's very common. After all this I asked what Wayne Homes was going to do. T hey would help me find to fix it, but they would NOT pay for anything. As a person with asthma, I cannot risk mold forming & coming up through my air conditioning. I am not asking that they replace the whole drain system, but rather help mitigate the cost of 40 ' of problem area.

  

  Business response

  06/26/2024

  Thank you for the opportunity to respond to our homeowner’s concerns. We regret that our homeowner feels their concerns have not been addressed.  
  
  Our Director of Construction has reached out to the homeowner and set up an appointment for Monday, July 1st at 11:00 am to further inspect her concerns. 
  
  We understand building a home can be stressful and at times daunting, which is why we pride ourselves in our excellent customer service ratings both during and after construction is complete. 
  
  Wayne Homes proud of its 50 years of experience in providing exemplary service and addressing issues and concerns when they arise.  

  Customer response

  06/26/2024

  I received and accepted that Wayne Home will reinspect my complaint on July 1 at 11am. This is just a step in resolving my complaint that they are not honoring their 10 year construction warranty. Until the reinspection, this remains an open complaint.

  Customer response

  07/05/2024

   I am rejecting this response because:
  Yes, they came as they said they would. But, why is the question. It was obvious they had already had their minds made up.  I  believe this visit was only to be able to retain their BBB rating by responding to the complaint. I got the same "pat" answer to all my probing questions but no proof to back it up. They assume that they always follow the specifications and there's never an error made. But still cannot explain satisfactorily why ~40' out of~ 200' perimeter leaks water. With my warranty running out shortly, the resolution is that I will deal  personally with it as I continue to voice my opinion for people, friend or foe, considering this company, turn and run as fast as you can  the other way.

  
  

  

  Business response

  07/16/2024

  While we regret that Ms. ********* is not satisfied with the coverage of her waterproofing warranty, we as well as the water proofing company have determined that the cause of the concern is not a waterproofing performance issue but rather a site condition of unknown origin.  The area of concern is a result of wicking from ground water from below the footer and creating dampness on the bottom course of block in one area of the foundation.  Water testing from above grade demonstrated that the waterproofing is working as prescribed as well as the footer drain which was inspected with a camera.  The water is coming from below the foundation and is being mitigated by the sump pump.  The sump was monitored to run approximately every 8 minutes during our recent inspection which in abnormal considering there were not any significant rain events leading up to and including the day of the inspection and the above grade area was noted as very dry.  It should also be noted that we have not received any warranty requests for the waterproofing issues until October of 2023 which was approximately 9 years after the home was completed.  Our records show that our local Warranty Manager inspected the issue in October of 2023 and determined at that time the negative grade in a few areas was the only explanation for the perceived waterproofing issue.  A waterproofing manufacturer representative came to the same conclusion during a separate site inspection.  We have offered to help Ms. ********* get in touch with a contractor who can help her further, but she has declined this offer and requested we leave the premises.  

  Customer response

  07/18/2024

   I am rejecting this response because:
  As always Wayne Homes use their double talk to get around the real issue. From the 1st meeting with Wayne Homes rep *****, he said he thought but wasn't  positive, it was a Drain Tile problem as the walls showed NO dampness. For Wayne Homes to continue to refer to my complaint as waterproofing warranty is misleading. This complaint is NOT against the waterproofing but the construction and installing rhev drain system.  I refuse to be talked to as a 2 year old or a stupid woman with the same answers, " water runs to the path of least resistance. "  so when that fails to explain the sitution, blame it on the "site". Mr **** insisted that my property as unique soil, not true found in several areas of ****, that contributed to the problem. It is deemed acceptable for building a house, if specifications are followed.  I still believe that either there is not enough porous filler under or over the drain pipe to prevent the soil from clogging the drain holes. Don't know where 8 minutes sump runs came from . I was with these two men and at the time did I see anyone look at a watch or make a note. I did not request they leave, there was nothing more to say since they still blamed the site.  As to date I have not received a written review or formal proposal as promised.  As far as using any information Wayne Home would provide, why would I ever trust Wayne Homes or any company associated with them to correct the problem? Although this complaint remains  unsatisfied, BBB please close this complaint, my health cannot deal with the stress of dealing with this company.

  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the home built 4 yrs. ago and it came with a 30 yr. basement waterproof warranty. A few months ago the basement leaked in several spots. I contacted Wayne Homes about it and they set up a meeting with their warranty rep and eco seal (waterproofing contractor). After meeting with them they determined that the covered by a roof concrete pad that had settled approx. 1” in one corner was what caused the leaking basement. I disagreed so I had 3 basement repair companies come look at it to get their opinions. They all agreed that the covered by a roof concrete pad was not causing the water leak issue. Eco seal and Wayne Homes then had their “ private engineer” come look at the basement. He recommended in his report that the one wall needed reinforced with straps due to the wall bowing to prevent further wall movement. He also did agree that the concrete pad was not the cause of the water leak but did not include that in his report because he was there for structural advisement. Wayne Homes and Eco Seal refuse to do anything. They want me to waterproof the inside of the basement to essentially waterproof their failing 30yr warranty waterproofing.

  

  Business response

  07/01/2024

  Thank you for the opportunity to respond to our customer’s concerns.
  
  Our local Construction Manager has spoken with this customer.  We have scheduled a mutually agreeable meeting on July 11th between Wayne Homes, a third-party engineer, and the customer to evaluate the concerns again in regard to the basement wall and formulate a plan of action to address these concerns.
  
  Wayne Homes values customer feedback and remains focused on our 50-year history of providing a quality product and service after move-in.  We apologize for the customer having to reach out. 

  Customer response

  07/09/2024

  We have agreed for a home meeting 7/15/24

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we have agreed to have a home meeting 7/15/24.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Built a new home with Wayne Homes and moved into it back in April of 2021. Had some items that were not completed at the time and did address a couple of them and get completed but a couple things were not completed. Well Wayne Homes also offers a so called 2 year warranty and will come back and fix issues that arise . 1.We have 2 interior doors that were delivered on 11/7/2021 that has not been painted or installed. 2.Had issues with the furnace vent layout within the home. Had a floor heat vent located on a interior wall. then the thermostat located right above it and a return air vent located directly above that. had trouble controlling temp in house as it was blowing across the thermostat .They sent the contractor out and moved it to a front small room instead of the large main room. Now the sun shines in on it in the afternoon/evening and gets false readings.So basically poor layout and basically to bad it is moved. 3.Roof leaked and came and fixed after many calls and contractor saying he was here but wasn't cameras don't lie.He finally did show up once pinned down. 4.these were issues from ************************************ painted Jump ahead to 2023 when I called in on March 16,2023 for the warranty issues to get fixed. Keep getting runaround that will reach out to **** and reaching out to painter. I have called several times including 3/16 , 5/1, 6/6, 8/18, 10/2,10/3, 10/9. 5.Pella window leaks itself and I have to pay to have it fixed since they say out of warranty. 6.Many s**** holes in drywall that have popped, wall to ceiling meets with pieces coming down ,garage drywall where roof leaked needs fixed ,bottom garage service door threshold part of it missing, 7.Got the good glue down vinyl flooring which has separated and can see flooring/glue underneath but the manufacturer looked at it and said that's normal so stay away from their good vinyl flooring I AM SURE THEY WILL SAY REACHED OUT BUT MAIN QUESTION IS WILL THEY DO ANYTHING ON THE ISSUES.

  

  Business response

  10/20/2023

  Thank you for allowing us the opportunity to address our homeowners concerns. We had the opportunity on 10/16/23 to speak with our homeowner to apologize for the delay regarding their concerns and set a mutual appointment on 10/23/23 to inspect and address. We look forward to completing all outstanding items for our homeowner in the very near future. 

  We will continue to improve upon our response time and always strive to complete all outstanding issues within a reasonable timeframe. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the initial sales meeting and selection meetings the actual build has been a nightmare. Very little communication. Lengthy delays due to neglect to do their part specifically hire competent subcontractors and not getting permanent power hooked up until two months after it should and could have been. Literally everything inside the house had to be redone due to poor craftsmanship and damages. Build should and could have been completed two months ago. Things outside the house needs done yet even. Lack of care and concern from management is an understatement. At this time of filing this complaint the house still isnt done with issues not resolved that were made clear to project and regional manger months ago. Paying rent and mortgage along with two power bills for three extra unnecessary months is ridiculous and draining. Contractors leaving front door open with ax running for days until I found it is inexcusable as well. *** made many attempts to be communicate my concerns and unhappiness with the poor quality of work with no resolution. Something needs to be done and done now to rectify this mess. Attached pictures are only some of the many issues

  

  Business response

  07/14/2023

  Thank you for allowing us to address our homeowner's concern.  Our local Construction Manager as well as Regional Director of Construction have reached out to this homeowner, scheduled a time to meet and addressed all his concerns. We have since come to a mutual agreement, have finished and closed on his home.  Wayne Homes values customer feedback and remains focused on our 50-year history of providing a quality product and service.  We apologize for the customer having to reach out. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our home was completed June of 2021. At the end of the 1st year we sent a list of the "Fit and Finish" issues that needed to be corrected. A few were resolved. However the big issues of squeaking floor and wall, air coming through the windows, air and water coming through the door, electrical outlets burning, poorly installed countertop, defective padding under the carpet. Over all poor workmanship by the "Proffessional People" we were told they hire to build your home. We sent a 2nd list and the warranty man came and repaired the door by putting a black piece of tape insulation on it and told us to adjust our threshold per the season of the year?????? The wall noise "WE" were told to go into the attic and find out what was moving??????and fasten it down...????? The floor issue we were told to run the dehumidify to take out the moisture???? The issue with the carpet padding is that they are recycled hard spots??? Due to the limited amount of space on this complaint. I cannot list all the issues. We have requested the someone from Headquarters contact us and nothing to date. The construction Supervisor has told us that there are just somethings that you have to accept as wrong. We did not sacrifice to build our forever home and have someone to tell us that this is just how it is. Poor workmanship and poor business practice have made us regret doing business with Wayne Homes. We have talked to other who have had there homes built by Wayne Homes and they all seem to have similar issues as our. Some of these people are not even local to us, from the other side of the sate.

  

  Business response

  06/13/2023

  Thank you for allowing us a chance to respond.
  
  Upon receiving this report, we immediately reached out and set up a mutual appointment at their home for Thursday June 22nd, 2023.  We will identify any floor and wall squeaking issues. We did explain that Wayne Homes does not guarantee a squeak-free floor, but in the interest of customer satisfaction,  we will address.  Other concerns will be assessed at this meeting and corrected or planned accordingly. 
  
  Wayne Homes values customer feedback and remains focused on our 50-year history of providing a quality product and service after move-in. We apologize for the customer having to reach out.
  

  Customer response

  06/13/2023

   I am rejecting this response because: the company has not completed their response yet.  Upon completion of fixing the issues, we would gladly give a feedback.  Due to hearing promises in the past and hardly any resolve  we are skeptical to accept the company's response.  Example...they did reach out and scheduled a meeting for June 18th 2023 then called on 6.12.23 to change it to 6.22.23.  This presents doubt in our mind again.
  
  
  

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hade a home built by Wayne homes that was finished in January 2021. Since the completion of the home the floors have had an unacceptable about of squeak. I had reported the issue during the 2 year warranty period and the warranty repairman came and added screws to the floors. This was a temporary solution and only solved the major squeaks. After the first attempt to fixt the floors I had other warranty issues that were resolved, and each time I had the repairman look at the floors he continued to add screws to resolve only the major squeaks. I have since contacted Wayne Homes after my two year warranty to see if they would resolve the issue with the floor squeaks, but they refuse to do anything since I am no longer in warranty. The entire house has squeaks for every step, and is well above an acceptable level of squeaks for a new home.

  

  Business response

  05/02/2023

  Thank you for allowing us a chance to respond to this customers concerns.
  
  We have reached out to the customer and set up a mutual appointment at their home for 5/8/23.  We will Identify any floor squeaking issues and make a game plan to address if necessary. I also explained our warranty does not guarantee a squeak-free floor, but in the interest of Customer satisfaction, ********************** will address where possible. 
  
  Wayne Homes values customer feedback and remains focused on our 50-year history of providing a quality product and service after move-in.  We apologize for the customer having to reach out. 

  Customer response

  02/12/2024

  The business did come out and make repairs.  The consumer considers the matter resolved.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a home buil* by Wayne Homes in *************, **** 5 years ago. We now have 2 windows and a double door *ha* needs replaced and repaired. The will no* help me in *his ma**er because *hey no longer ins*all ********* Windows. I wonder why? because *hey are junk? This is *he company *hey used. bu* now don * s*and behind *hem. I am *rying *o deal wi*h *his company righ* now. Which I have a feeling I ll be wri*ing a complain* on *hem *oo. Also, whi*hin 6 mon*hs *he corner of our walls had long cracks in *hem. Wayne Homes repaired *hem *wice. We now have 2 differen* walls doing *he same *hing. Was *old *here s no*hing *hey will do as *he 2 year warran*y is up. We buil* a new home because we are ge**ing older and didn * wan* *o be dealing wi*h all *his. i would never recommend *hem *o anyone. We should of known when we had so many problems as *hey were building our dream home *ha* has *urned in*o a nigh*mare.

  

  Business response

  04/24/2023

  Thank you for allowing us a chance to respond to this customers issue.
  
  Our local team has been in communication with our homeowner.  They have scheduled a mutual appointment on  April 27th  to inspect the drywall concerns to determine if there are any underlying causes and address, if necessary.  We also will continue to assist them with their claim with Silverline windows to have their windows and door concerns addressed.
  
  Wayne Homes values customer feedback, looks forward to addressing any potential concerns and remains focused on our 50-year history of providing a quality product and service after move-in.  We apologize for the customer having to reach out. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wayne Homes completed the construction of our house on March 5, 2021. As part of the contract for construction Wayne Homes provides a two year warranty for "Fit and Finish" On April 22, 2022 I emailed Wayne Homes regarding the squeaky floors and walls through out the house. It took several e-mails and phone calls to the Home Office Warranty department to get the Warranty Manager, **** to contact me. Since that date **** has scheduled 5 appointments. One he indicated that his partner was unable be there and asked if I would be helping him. I explained to **** that I was capable of helping but it was not my responsibility. Out of the five scheduled repairs three attempts were made. Each time **** and his partner spent about 20-40 minutes trying to repair 10 squeaky floor spots through out the ranch house and 5 interior walls. At this point about half of the issues have been resolved. Some of the areas are worse than before. During the process of trying to have the floor repairs completed, we were told that squeaky floors and walls were covered under the Fit and Finish Warranty and that if the repairs were not made by the end of the 2 year warranty as long as the repair file was still open it would be covered. Now **** is saying it is not covered and they will not be back to make repairs.

  

  Business response

  03/23/2023

  Thank you for allowing us to respond to our homeowners concerns. Our VP of Construction had an opportunity to speak with the homeowner on 3/16/23 regarding their concerns. We took the time to explain that our warranty does not cover floor noises but, in the interest of customer satisfaction Wayne Homes will attempt to address those that fall outside of acceptable tolerances.
  
  We felt it was warranted to setup an onsite meeting to determine what, if anything, could be done to address their concerns. We have a meeting setup with the homeowner on 3/24/23 @ 9am to review floor noises. We look forward to meeting with them and resolving any concerns. 

  Customer response

  03/23/2023

   I am rejecting this response because:  Thank you both for your response and action thus far.  Just to clarify, the issues are both floor and wall squeaks and the warranty does not specifically address floor and wall squeaks as not being or being warranted.  I have emails from Wayne Homes Customer service confirming that squeaky floors and walls are covered under the "Fit and Finish" portion of the warranty.  It is not a "specifications" issue as stated in prior BBB and Wayne Homes emails.  I will be meeting with **** the Sr. VP of construction tomorrow March 24, 2023 at 9:00 am.  I am hopeful these simple issues will be resolved tomorrow.

   

  Regards,

   

  **** ******

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

  

  Business response

  03/29/2023

  Our VP of Construction completed a site visit with our homeowner on March 24, 2023. In the interest of customer satisfaction, we identified a couple of areas that we will investigate further to see if we can reduce wall/floor noise. Our warranty Manager will setup an appointment with the homeowner to review those areas and make an attempt to reduce or eliminate wall/floor noises to the best of our ability.

  Customer response

  03/29/2023

   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.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I had a house built by Wayne Homes and moved in 2021. Within 6 months we had cracking in the ceiling in several areas but was told they wouldn’t come out until our 2 year limited warranty was almost up. In July 2022 I contacted them again about the cracks (one area is a long split which is extended from the wall and have a long space in the ceiling). Wayne homes had someone come out to fix some of the cracks in October. The work that was done resulted in it being worse than it was before they sent someone out to repair it. We now have a big gap/hole in our ceiling and was told they will not send anyone out to repair it again. It needs more than just caulk. Looks like when they built our house the didn’t use tape where they should‘ve. We also have very loud squeaky floors in our kitchen and in some of our bedrooms. The person in charge came and drilled nails through the carpet which just made the wood dent underneath but the squeaking is still there. When I called I asked if I could speak to the President of the company because we have been having a hard time getting our new home repaired correctly and was told no. How can they send someone to do the work and it’s not done correctly and not send someone back out because they say they have a one time policy. Well they need to send a professional out who knows how to do it correctly the first time. We are really stressed because we can not get anywhere. How do you show your new home to people with holes, cracks, nail pops and squeaks every where. Seems like this is a norm for Wayne Homes. If possible, please help us get this resolved. Thank you.

  

  Business response

  03/08/2023

  Thank you for allowing us a chance to respond to this customer’s issue.
  
  Our local Construction Manager and Warranty Manager have spoken with this customer.  They are scheduling a day in the upcoming week for a mutually agreeable meeting between Wayne Homes, our Trade Partner, and the customer to address the drywall and floor squeaks  We confirmed with the customer of this plan and they agreed.  We also explained our warranty does not guarantee a  squeak-free floor, but in the interest of Customer satisfaction, Wayne Homes will address where possible. 
  
  Wayne Homes values customer feedback and remains focused on our 50-year history of providing a quality product and service after move-in.  We apologize for the customer having to reach out. 

  Customer response

  12/11/2023

  The consumer states that the business did come out and it claims it fix the crack.  The consumer states that it is not fixed and that she also has other ones showing up at her home. She believes the business just covered over the crack with caulk instead of fixing it as it should be fixed.  She doesn't believe the business knows what it is doing.  The situation is not resolved.

  

  Business response

  12/12/2023

  Thank you for allowing us the opportunity to respond to our customer’s issue.
  
  I have reviewed our company records and they indicate the original issue was brought to our attention on 3/6/2023 through a previous BBB complaint. On April 5th, 2023, we completed the service request and have not heard anything from the customer. We were not made aware that the issue had resurfaced until being notified by the BBB on 12/11/23. Our Warranty Manager and Construction Manager are reaching out to the homeowner to set a mutual appointment within the next week to inspect the issue and determine the next course of action. We will also take this opportunity to review the Warranty Service Request process with our homeowner to ensure we are able to address their warrantable concerns appropriately.
  

*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. ↩