ComplaintsforWayne Homes

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November 2020 we closed on our home. We were happy with the majority of the building, but it was not an easy road. We began the house in November 2019, and we realized with *****, there would be problems. We began with the issue that our manager was not doing his job throughout the process. We lived in ********, and it was not possible for us to be on site at all times. We had problems with the kitchen, cabinets did not fit, so contractor decided to cut into the wall to make them fit. So they redid the kitchen 3 times before it was correct. But that is not the main issue we are reporting. In September 2020, it was obvious our framing had problems. We asked for an extension on our driwall issues, and were told that they could not give it, but would guarantee that it would be fixed, no matter the time. At this time, all managers and site managers in Hartland were fired, so that should have been our wake up call. Our walls began to pull away from the ceiling. We had 1/2 to 1" gaps along 3 inner walls. It was determined that the wall frame was nailed to the tresses (which is a no-no). We were told to wait to get this fixed. In January 2022, we called customer service to get this fixed while it was cold outside, and everything settled back. We did not have anyone show up until July 2022, when it was warm and the walls had settled a bit. The contractor who fixed the issue did a good job, but told us as he left, that he hoped that when winter showed up, we would not have the same problem. Well, this January, 2023, when it was really cold, the wall began to separate from the ceiling. We called **************** and were told that they would not come out again, and that the warranty expired November, 2022. If someone had come out in the winter of 2022, then they could have seen the extent of the problem. But now, I am expected to fix a problem that Wayne Homes and our manager allowed to happen.

  

  Business response

  02/14/2023

  Thank you for providing us the opportunity to reply. Our Regional Director  visited the property on February 13th, 2023.The drywall issue was discussed and a resolution has been agreed on with the Home Owner. Wayne Homes plans to return to property and address  the truss uplift issue within the next three weeks.
  
  
  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

  03/08/2023

   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. But  the work has been done, and we had to pay painters to paint the finished drywall work. We are still waiting on payment from Wayne Homes, since they did say that they would pay for it. So when payment is received, I will consider the resolution finished as per my satisfaction.

   

  thank you,

  ***** *****
  

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had home built in 2016/17. Moved in Feb 2017. Winter of 2017/18? Waterlines in laundry room froze. Filed a warranty claim with Wayne homes and was told it would be addressed. A few months later I called on update since I was never contacted by a repairman on date of them coming out and was told that the issue would have been most likely repaired from exterior side of home and no contact was necessary. When temps do dip below freezing the lines continue to freeze up. With this said, I dont feel the necessary fix was completed. It is known that it is not recommended to install PEX line on exterior walls without adequate insulation to combat the cold temps in northern states. Any help would be appreciated

  

  Business response

  01/03/2023

  Thank you for bringing this Home Owners concerns to our attention.  I have reviewed our service history and the last service request for this concern was from August of 2018.  Our Warranty Manager and trade partner responded to the service request on August 13th,2018 and believed they had resolved the issue as we had not received any further calls regarding the frozen lines.  We are re-opening the service request to have the concern inspected again and will work with the customer to formulate a resolution.  ***************** team will be reaching out to the Home Owner to set a mutually agreeable time to meet at his home.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed on with Wayne Homes to build our new home on May 8, 2021. We have had delays and problems from Day 1. We were promised a finished home after five months of breaking of ground (as their average). We broke ground November 11, 2021. Due to delays, the move-in date was moved May 31, 2022. Today is November 9, 2022 and we still do not have a completed home and we have not closed as a result, despite pressure to close before the end of their fiscal year. To facilitate the completion of the house, a list of pending items was sent to our Field Manager on Aug. 14, 2022. A regional manager came out the house September 9, 2022. The following is the list of items that still need to be addressed as of November 9,2022 two days short of 12 months from when we broke ground and 18 months of signing on. While this list may appear as if it consists of little things, when seen in a list, it is a different story. This has become our personal nightmare.FRONT PORCH--Install step BACKYARD--Install steps sliding glass door EGRESS--Install drain cover bottom of Egress ROUGH GRADE--Fill dirt to meet waterproofing warranty FRONT DOOR--Install k*** and locks MASTER SUITE--Complete attic access, plumbing for bathtub and sink, caulk around sink top, repair missing grout/caulking/drywall master shower GREAT-ROOM--Install conversion kit for fireplace DINETTE/KITCHEN--Cover nail heads cabinet trim PANTRYPaint pantry, cover soil stack in pantry LAUNDRY ROOM--Install trim Water Hose Connection POWDER ROOM--Plumb sink GARAGE--Complete drywall wrap on windows, painting in garage LOFTFix drywall around attic access, paint linen closet ORANGE BEDROOM--paint closet, Caulk/repair paint around windows PURPLE BEDROOMCaulk/repair paint around window MAIN BATHROOM--Replace connection to both sink drains leaking,correct hot and cold water in right sink, connect toilet, caulk/trim around bathtub BASEMENT--Complete plumbingcover vents,Seal septic pipe that leaves house in basement...and more

  

  Business response

  11/16/2022

  Thank you for allowing us to address our homeowner's concerns. As you may know, labor and material shortages continue to be a struggle in the new home construction arena and we are proactively trying to avoid these delays before they arise. 
  
  We had the opportunity to speak with our homeowner on 11/14/22 in regards to the delays getting their home completed.
  
  We apologized for the delay theyve encountered and thanked them for their feedback. We reviewed the work that remains and our plan of getting their home finished. Our field manager will stay in communication with them while the remaining items are addressed.

  Customer response

  11/28/2022

  [BBB Transcription via Email]

  
  *** and ***********************
  9:06 AM (1 hour ago)
  to me
  
  ********, 
  
  Thank you for adding our response to the complaint. Your time and energy is greatly appreciated. Our response is below. 
  
  ****************************;
  
  Response: We received a call from the ** on November 14th to let us know that tradesmen should be showing up and our Field Manager would be in touch.
  
  However, to say that a shortage has been the issue is incorrect. And while thanking us for being in contact; we have been in contact with Wayne Homes numerous times over the 18-month period of trying to get our home built. Thanking us for our feedback is somewhat of an insult.  I have over 400 pictures of the unacceptable work that has taken place at our home, most of which have been sent to WH. Again, shortages have not been the issue that caused the extraordinary delay. The following are SOME of the reasons the construction has been delayed and continues to be delayed:  **Putting in the insulation before the roof was on the house, waiting for the insulation to dry out before drywall could be done.**Flooded basement because the permanent sump pump was not installedthe temporary one had been moved by a tradesman and not put in correctly.**Tradesmen tearing out the work of other tradesmen (plumbers destroying drywall drywall being patch or completely redone.)**Plumbers not doing rough incurrently no basement bathroom or bar sink. Removing square footage from the home to correct mistakes. **Ordering wrong materialsink/cabinetry M BR incorrect size, used side fillers for incorrect cabinets, reorder sink top.**We waited months for plumbers to complete the job and told weekly that they were coming this week. **Shoddy/incomplete work in the kitchen.**Doorknobs/locks completely missing or fall off in your hand. **Flooring that is either of lesser quality or not applied correctly as the underlayment seams are seen on the surface of the floor (part of this was an upgrade). **To date we are still not closed, our house is still not done, concerns regarding the floors have gone unanswered. We are waiting for parts for the shower in the upgraded Deluxe bathroom-- leaking since day one. Soon to be incomplete-19 months.
  
  
  
  Thanks again, 
  
  *******************************

  

  Business response

  12/07/2022

  Thank you for sharing the customers feedback.  I met Mr. ***** ********************* on site November 30th and acknowledged and apologized for the delay in completing their house.
  
  Together, we reviewed their list of concerns and put a plan in place to get them resolved including a schedule so they knew what to expect moving forward.   There is work being completed this week, with the shower and bathroom planned for next week. The flooring issue will be addressed at the same time as the shower as we are waiting for additional materials to be shipped from the manufacturer.

  
  Wayne Homes and our trade partners are all working to the same goal to complete their home and the Field Manager will continue to stay in communication until all the work is completed.
  
  Thank you,
  *********************
  Director of Construction

  Customer response

  12/07/2022

   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. We have met and work is proceeding. 
  

  ****************************;

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/31/22 we sent pictures of warped floors to our construction manager. 6/1/22 told flooring company will be out to inspect. 6/6/22 when we asked when flooring would be leveled and fixed, was told flooring company will send a rep to evaluate floor. On 6/16 signed closing documents with note under items needing to be addressed - " underlayment seams showing through LVP & floor noise issue." 7/12/22 Wayne homes warranty rep inspected floor, told us his hands were tied & we needed to wait for the flooring company to decide how to proceed. 7/29/22 floor rep called, told us he was going on a two week vacation, but if we still wanted, he would call again after his vacation. Told him we will expect to hear from him then. During conversation, we pressed issue of warped floors. His final analysis was that we, the home owners, are at fault. We chose the "included LVF feature" that Wayne homes offered. Asked why would Wayne homes offer, in his estimation, an inferior product. He explained that is so that those on a limited budget could still afford to build a Wayne Home.

  

  Business response

  08/15/2022

  Thank you for allowing us to respond as customer satisfaction and service is an important focus.  We spoke with our homeowners on 8/9/22 to assure them that Wayne Homes has every intent on honoring our warranty. We apologized for the time frame it typically takes to work through the standard warranty process set forth by our product manufacturers and installation company. We are scheduling a mutual date with our homeowner, Wayne Homes, and the flooring manufacturing representative to inspect the flooring issues.
  
  We reassured our homeowners that Wayne Homes will address all concerns with the flooring once we received the report back from the site visit with the product representative.

  Customer response

  08/15/2022

   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.  I was assured that a neutral party inspector will be sent out.
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wayne builders built a home behind us, they raised the grade by at least 18 inches, draining water into my back yard and the yard to the north of this home. They refuse to own up to their errors and I have spent 3k to fix my yard that they turned into a mud pit. They asked for pictures of the yard and invoices and now say they are not responsible. I am now going to have to file in court against the homeowners who told me it was Wayne builders who ruined my yard.

  

  Business response

  06/24/2022

  Thank you for allowing us to respond to this concern. 
  
  On 6/23/22 we performed a site visit to confirm the grading for the home we built still meets the  approved plan by the local building officials. We verified all grade elevations around our home to ensure no changes were made after closing and to confirm no changes to the approved grade plan was leading to this concern. After confirming, it was clear and evident that the concerns raised were not a result of water runoff from our home.
  
  The concerns raised, in our opinion, are a direct result of the existing grade of complainants home. We’ve conveyed our findings to the complainant.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint about Wayne Homes due to home building issues we’ve had since day 1 with them. We initially signed on to build in February of 2021. Once our lot was ready, we were scheduled to dig in November, that was pushed back to December, then January. Finally January 6th they dug. The lot sat with the footers poured for over a month. They put the walls up in February and have done nothing since. I had to fix the French drain they installed around my house because it was clogged and insufficient and my walls were already taking on water. They told their upper management that I desired a full stone backfill and that was the issue. But I have pictures to prove how bad the French drain was and the water around my house. My contract says I should have received a full 12 course block basement. Wayne homes only dug down 4ft, and placed 7 courses of block. When I questioned if I would be given credit for the material that wasn’t used, they ignored me even though the contract states what I should’ve received. We’ve been told since March that framing was starting. My lumber has been sitting in my driveway for a very long time. It’s soaked from all the weather. I was told every week in April that the framers would be there, only for Wayne Homes to say they don’t know why they’re not showing up. I was told they had 2 framing crews free, yet no one has been to work on my home. My front door was delivered with no plastic around it, in the pouring rain. I found it laying in the middle of my driveway, scratched and damaged. When I emailed pictures to the manager, I received no response. The bank wants us to pay a full mortgage on the house because the house was supposed to be completed in April of 2022. Which I refuse to pay. It’s hard to argue a labor shortage and material shortage when my field manager is telling me crews are free and he’s not sure why no one’s there, and my driveway is full of building material.

  

  Business response

  05/05/2022

  Thank you for allowing us to address our homeowners.  We take customer satisfaction seriously and welcome the opportunity to resolve the customer’s concerns.
  
  We were able to speak with our homeowner on 4/27/2022 in regards to his concerns. We thanked  them for their feedback and apologized for the issues that they’ve experienced thus far.  We understand how frustrating this must be for them. We assured them we are actively taking necessary measures to address their concerns in regards to framing material and time of construction they’ve experienced to date. Regarding their concern about receiving a full 12 crs basement, we were able to explain how our pricing is determined when framed walkout framing is added to the home in lieu of block walls.  Since our conversation we were able to begin the framing process and ensure no damaged material will be installed in their new home.
  
  We expressed our sincere desire to complete those remaining phases of construction and completing the home correctly and within reasonable timeframes.  We are truly sorry for the inconvenience and hope to offer better service in the future.   

  Customer response

  05/13/2022

   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.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We contracted Wayne Homes to build our new home. Their quality of work is unacceptable. They havent followed the contract document (plans). Construction has been ongoing for nearly nine months with very little to no progress in months. Several structural issues/mistakes have occurred and attempts made to correct, but the issues still remain. Wayne Homes has cost me thousands of dollars in additional money due to their processes. RE-working areas of the house with the same materials affects the quality and integrity of the house. Too many issues to list! Wayne took payment for services not completed.

  

  Business response

  04/13/2022

  Thank you for allowing us to address our homeowners. We take customer satisfaction seriously and welcome the opportunity to resolve the customers concerns.
  
  We had an opportunity to speak with our homeowner on April 13th to discuss solutions.  We thanked them for their feedback and apologized for the issues that theyve experienced thus far. We understand how frustrating this must be for them. We assured them we are actively taking necessary measures to address their concerns in regards to product and time of construction throughout the remaining phases of construction.

  
  We expressed our sincere desire to complete those remaining phases of construction and completing the home correctly and within reasonable timeframes.  We are truly sorry for the inconvenience and hope to offer better service in the future.   

• Initial Complaint

  04/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BBB Complaint Complainant entered into a home construction agreement on August 9/5/2022. Wayne Homes offered a $3k discount and price lock guarantee if we signed the purchase agreement within a week of looking. Throughout the process, Wayne Homes failed to act professionally, misquoting or misrepresenting a number of issues detrimental to the pace of the build project. This included - failing to allow driveway to be entered as allowance despite zoning requirement, and continued misrepresentation from Wayne Homes about driveway policies. - build date changed 3 times prior to entering lending phase - Julie ***** from Wayne homes materially misrepresented land as a down payment policy, effectively making Premier Bank, Wayne Homes preferred lender the most attractive option. This cost a substantial delay when closing time came and we were short funds. Premier bank does not use land in lieu of cash, however does allow land to be used as an equity position. - Insurance requirements limited home owner to only being able to use builder’s insurance partner. Homeowner found that renter’s insurance policy that assured partners was selling, backed by Safeco would, per Safeco, “not cover a loss on the build if a claim was filed.” Wayne Homes failed to look into this, or provide any assistance giving home owner a take or leave it option. - The day before closing, at 5:15pm, Amanda ******** from Wayne homes called and demanded $11k due to dig not happening until July. Amanda accused home owner of causing substantial delays. Home owner cited price agreement, and the February 12 email from Julie ***** referencing such agreement. Amanda got frustrated and eventually hung up on homeowner. To date, Wayne Homes has failed to return our deposit of $1000 and has attempted to force us into signing a document stating we backed out due to dissatisfaction. Homeowner demands refund of $1000 deposit plus $400 appraisal fee lost to Premier Bank due to Wayne Homes cancellation

  

  Business response

  04/18/2022

  Mr. ********* purchase agreement was terminated on 3/31/22.  His deposit was refunded to his Discover card on this day as documented in the attachment.  The $400.00 appraisal fee is something his lender collected and is willing to work with him on refunding.  We’ve advised Mr. ******* to reach out to them directly.
  
  Per the Wayne Homes contract customers are responsible for the costs associated with their land improvements including driveways.  The correspondence attached indicates the lender wasn’t able to fund this due to seasonality issues. 
  
  Build dates are not officially signed until customer’s close on a construction loan with a bank and complete permitting.  Estimates in terms of time frame were given for a dig date but could not be met because the project had not been funded due to delays with lending.
  
  Land that is owned for 12 months or more is used as an equity position with Mr. ********* chosen lender.  The discrepancy with regard to the monies owed at the time of closing is due to the appraised value of the home project, which is valued by a third party.  Neither the lender nor Wayne Homes is responsible for the value of the appraisal. 
  
  Insurance is a homeowner’s choice.  Wayne Homes partners with Assured Partners to provide builders risk policies, however our homeowners can choose any agency. 
  
  The project cost for Mr. ********* project increased due to delays with funding his loan and late stage changes and in accordance to the contract Wayne Homes advised that pricing would need adjusted.  This was not acceptable per Mr. ******* so a notice of cancellation was sent.  The notice does not require a signature.
  
  The refund was processed upon cancellation and the lender will work with the customer on the appraisal fee.
  

  Customer response

  04/27/2022

   I am rejecting this response because:

   

  I have not received any information from our lender indicating these have rejected driveway due to seasonality. I'd like to see the letter you received from them, as I am sure they are going to give me a different answer. For being Wayne home's preferred lender, both parties fail to work together, and further Wayne fails to apply pressure on behalf of their customer when things go wrong.

   

  I have not received payment for $400 for appraisal. This fee was lost due to Wayne Homes cancelling contract and is not at fault of bank. Additional appraisal is now needed with new builder to review new home plan due to Wayne Home's backing out at the last minute the day before closing. 
  
  

  
  

  

  Business response

  05/04/2022

  Lenders will often have stipulations as to what could be included in a construction loan to comply with completion of a project within their loan timeline.  As shown in screenshot five, was an email from Mr. ******* stating the lender wouldn’t allow the driveway because it wouldn’t be completed in time.   We simply follow the lender's request at this point. 
  
  The appraisal fee is something his lender collected and is willing to work with him on refunding or utilizing toward another build project.  We’ve advised Mr. ******* to reach out to them directly, as they are willing to work with him. 

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our initial dig date with Wayne Homes was August 20, 2021. After our dig our lot had received a lot of rain. We were told to wait for the dirt to dry up. We waited over 60 days and finally said something as our footers had not been poured after 60 days of waiting. Finally Wayne Homes redug and were able to block the foundation. We were told due to their delay we would be made first priority and get back on track to close within five months of digging. Our foundation was blocked November 2, 2021. We still have no framing date and keep being told our framing is getting pushed back. We were told our lumber was ordered back in august. Our foundation has just been sitting there, getting water in it and freezing. There is no support holding up the walls. At this point we are told framing will probably be mid January. So our foundation walls will have been sitting since the beginning of November with no support. It has been four months since we dug and all we have is a foundation. Other homes being built by Wayne Homes are still being dug and framed while our home sits falling more and more behind. I am concerned we are spending all of this money for our materials to be ruined. Meanwhile other homes that dug way later than us are being framed before us and we were lied to about the timeliness of our build. Our contract states our home would be built by March of 2022.

  

  Business response

  12/21/2021

  Thank you for allowing us to address our homeowner's concerns. 
  
  We had the opportunity to speak with our homeowner on 12/20/21 in regards to the delays theyve experienced. We apologized for the delay theyve encountered to this point and thanked them for their feedback.
  
  Prior to our conversation, a tentative start date was provided to our homeowner by their field manager.  We also discussed the known constraints new home construction is currently experiencing in regards to product availability and labor shortages.  We reassured our homeowner we are taking proactive steps to counter those constraints to the best of our ability. 
  
  We will continue to proactively communicate and update them throughout the building process. 

  Customer response

  12/21/2021

   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

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing a complaint due to the lack of professionalism and customer service throughout the home construction process. My husband and I started the process with Wayne Homes in January 2021. There has been many areas that lacked full attention from Wayne Homes representatives thus causing a great deal of money, time, and travel wasted. The current issues is Wayne Homes is refusing to refund our $1000 deposit due to their failure to complete the banking process to construct the new home. We had to end the relationship with Wayne homes due to the following: Inconsistency in communication • Lack of proper customer service • Lack of sending proper documentation with the appropriate signatures and contractual specifications to banking lender per specified time indicated by Wayne Homes representative • Lack of professionalism when concerns arise • Lack of proper escalation to the appropriate party (i.e member of management) when issues arise • Lack of direction and customer care at the beginning of project • Lack of follow through throughout the course of the project-current (i.e constant calls or emails made by myself or husband in order to push the project forward and lack of effort from Wayne Home to close the project • Falsified verbal communications about sending pertinent documents or obtaining necessary documents to start the lending and building process(i.e applying for building permits, sending lender documents, obtaining necessary signature) • Due to lack of communication the bank lender had to reach out to them via email on more than one occasion and has not received the documents needed to date. Due to the lack of proper documents in the beginning, we have to start the process over with another builder, we settled on a home due to being afraid that the representative would not get drawings and changes back in timely manner. We have talked with the sales manager supervisor and we are completely saddened that we have to start this process over.

  

  Business response

  12/09/2021

  Thank you for the opportunity to resolve this customer situation.
  
  As a scattered site builder, Wayne Homes must address various lot conditions we may encounter and must complete all Buyer selections and final changes prior to submitting final contract to lender which may conflict with Buyer expectations. 
  
  As requested, the $1,000.00 deposit has been refunded and the Sales Manager working with the client called to acknowledge their complaint and apologize for the experience.
  

  Customer response

  12/09/2021

   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.

*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. ↩