ComplaintsforWeston Dean Custom Homes

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from Weston **** in October of 2022. We did our walk through the day of closing on 10-01-2022. Several items on this list have yet to be corrected. The 2 main issues we have from this list are the large ***** in the walkway of the concrete floor and paint spray on the floor from the cabinet company and that our kitchen island was done in pieces so is not all the same color, is not level, and has a hole in one side. Weston **** was working with us in the beginning to correct these issues but was having trouble with ***************************** (the cabinet company, whose owner is the brother of Weston **** owner) and had found another cabinet company to correct our island. We were repeatedly told that the concrete floor would be repaired and even had someone scheduled to come to our home, but they never showed.Now none of the original people we were working with throughout the build or the warranty process are employed with Weston ****. Three months ago we were assigned a new gentleman to get these final issues resolved. All of our communication with him has been through email and he only responds by asking the same questions over again, which are what items still need to be corrected and to send pictures. We are only asking for what was promised to us that was to be corrected from our walk through before moving in. We are disappointed that Weston **** has not honored their own paperwork and now with all new employees there seems to be no one that is willing to help us. We have already been extremely patient, as we have been waiting for these items to be corrected for 14 months now.

  Business response

  02/09/2024

  As discussed, The Allens and I do have a meeting set up for 3/11. I offered to meet earlier but The ******* next available was not until 3/11. *************** agreed to remove her post until I had a chance to meet with her. I would have met with her regardless of if she removed the post,  but her availability was so far out.   I didn't think we should have a negative comment dangling for over a month even though I had agreed to review the situation quickly. 

  Customer response

  02/10/2024

  Complaint: 21244551
  
  I am rejecting this response because:

  As per our conversation, you stated that you would come to review our items if I remove the complaint. Further you stated that you are very busy right now and the later out we scheduled would be easier for you. You could have come out sooner. My understanding was that we agreed to a date that was mutually acceptable. You did not state that you wanted to help resolve the issue asap. I would like to request that any further communication be in written form to avoid the back and forth on what was stated.

  I do feel that scheduling a time to come look at our issues is only the first step, and our issues have not been resolved until repairs have been made.
  Regards,
  
  *********************

  Business response

  02/20/2024

  Our team met onsite February 19th.  We are working to address your concerns and have not ignored your previous requests.  We value you as a customer and appreciate your patience.

  Customer response

  02/20/2024

  Complaint: 21244551
  
  I am rejecting this response because
  We appreciate someone coming to speak with us.  Hopefully the issues will get scheduled to be resolved.
  Regards,
  
  *********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The plaintiffs, a couple, own undeveloped land in *****' ****************, where construction must meet specific guidelines. Weston **** representatives assured the plaintiffs of their understanding of these regulations, leading the plaintiffs to contract them for a ***** sq. ft. home. Relying on these promises, the plaintiffs entered a loan agreement with *********** and paid substantial deposits.Following these transactions, issues arose. Defendants didn't provide necessary renderings and requested multiple undocumented changes. The ARC and *** disclosed that the defendants hadn't submitted required construction approval requests or followed correct guidelines. On May 31, 2022, it emerged that the defendants submitted false plans to the **** They later asked for an excessive change order for roof design, but when confronted, suggested a project redesign.Despite these failures, the plaintiffs requested account information for the trust funds, which the defendants refused to provide, seemingly redirecting the funds elsewhere. To date, the *** or ARC has approved no construction plans, and there's evidence of the defendants' non-compliance and deception on other projects.

  Business response

  08/25/2023

  As we responded to the ****** review you posted on August 1st, 2023, we very much regret that you were frustrated with your build experience with Weston Dean Custom Homes.  Your frustrations, however, appear to be based on a series of unfortunate misunderstandings of the events you have described.  Our team has successfully built several homes for families in **************** and we continue to do so now. We are very familiar with Cordillera Ranchs guidelines and worked diligently and professionally with both you and **************** to address each of your multiple requested changes to the agreed design of your home after your contract was executed.  Those changes were documents in the Change Orders signed by you. Still further significant changes to the homes design were made by you through July of 2022, requiring still further resubmissions to the **************** ***.  In all, five (5) different sets of plans were drafted to accommodate each of your changes over a five (5)month period and submitted to the *** for approval.       

  At no time did our team submit fake or false plans to the ***; the plans we submitted to the *** represented what your family had approved at the time of each new submittal.  Some plans were submitted as preliminary plans while others were submitted as final plans (and even the final plans were later revised again by you).  Each revised plan required approval by the *** and we worked diligently with **************** to achieve that outcome.  
  

  In August of 2022, you requested that we alter the design again to change the standing-seam metal roof to a 50-year 300-pound shingle.  To address your concern that the quoted price for that Change Order Request was too high, we shared with you the actual bids we had received from our roofing vendors for the shingled roof which is something that we were not required to do but nonetheless wanted to do for you for clarity purposes. We also provided you with proposed options to reduce your project costs for your consideration.  You seemingly view those efforts on your behalf as a negative.  As you know, our pricing is clearly set forth in the contract documents that each of our clients sign, including how owner-requested changes to the design are priced.  In the end you declined to make any roof selection despite our repeated urgings which is the reason why the *** has never approved your plan. 
  

  That same month, you advised Weston Dean Custom Homes that you wanted to cancel your contract. After serving your family for nearly 18 months, our team presented a clear and reasonable path forward to build your dream home with each of the changes you had requested at that time, but your family did not wish to proceed with the project and directed that all work be stopped.  Your contract sets forth each parties respective obligations in the event the contract is terminated by the owner, and we have complied with that process.  Neither your contract nor ***** law requires an accounting of the damages agreed to in your contract.        
  

  Our legal counsel has attempted to amicably resolve your concerns with your own legal counsel since 2022.  Now, a year after you halted the project, you have taken to posting disparagements on social media and the BBB website that are contrary to the known facts in an apparent effort to defame and damage the reputation of Weston Dean Custom Homes.  We are compelled to defend Weston Dean Custom Homes 13-year reputation for building superior custom homes for our more than 400 families and helping them realize their dream homes in the ****************** by outlining the below facts in response to these unwarranted claims.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are in the warranty phase of our build with Weston ****. Their rep has come out to assess multiple cracks in the slab's faade (issue we complained to our PM about no less than 3 times during the build). The rep said there's no reason for our slab to look the way it does and that she would send someone out to repair the multiple spots in the slab. They sent someone out without scheduling and they did the work without even coming to the door. Because I was in a meeting and my husband was out of the home we didn't see it until they left. Pictured is how it was left. We have asked multiple times for someone to come back out and do the job properly and to finish the other areas in the slab, but have received no response. Additionally, we are dealing with the same issues with our bathroom tiles. The tiles scratch and cut our feet because they aren't installed properly. A rep from the flooring company they used agreed it was improperly installed, but no one has come to repair it.

  Business response

  10/29/2021

  You were satisfied and signed off on the finish quality of your home at the time of your move-in.
  

  For full transparency, we have addressed all the warrantable items since your move-in.  The additional items you are requesting here are not warrantable and are cosmetic wear and tear since youve moved into your home.  We have attached letters from the professional flooring company who was appointed to your homes warranty to offer their opinions that the request was not warrantable in these letters as well. 
  

  We did go through a rigorous series of 3rd party licensed inspector and 3rd party licensed engineer inspections while your home was under construction, so we are confident your home is well built.  Like the expectations we set for your family at the beginning of your construction journey with us, custom home construction sometimes has rework, and we cannot promise to avoid rework when designing and building a home that has never been built before.  What we can promise is that we will deliver on the promises we made to one another when your family trusted us to build your dream home, and we will hold the trade partners accountable to the high-quality standards of our award-winning model homes.  
  

  Specific responses to the BBB inquiry:

  
  We are in the warranty phase of our build with Weston ****.Their rep has come out to assess multiple cracks in the slab's faade (issue we complained to our PM about no less than 3 times during the build).
      The homeowner is referring to the cracks in the skim coat (parget) on the sides of the foundation.Subcontractor did repair 3 areas that had large cosmetic hairline cracks.  The repairs are done on the exterior of the home.  This was done as a concession.  This is cosmetic in nature, normal wear and tear, and not covered under warranty.
  

  The rep said there's no reason for our slab to look the way it does and that she would send someone out to repair the multiple spots in the slab.  They sent someone out without scheduling and they did the work without even coming to the door.  Because I was in a meeting and my husband was out of the home we didn't see it until they left. Pictured is how it was left.  We have asked multiple times for someone to come back out and do the job properly and to finish the other areas in the slab, but have received no response.
      The homeowner is referring to the cracks in the skim coat (parget) on the sides of the foundation.Subcontractor did repair 3 areas that had large cosmetic hairline cracks.The repairs are done on the exterior of the home.  This was done as a concession.  This is cosmetic in nature, normal wear and tear, and not covered under warranty.
  

  Additionally, we are dealing with the same issues with our bathroom tiles. The tiles scratch and cut our feet because they aren't installed properly.
      There are no cut or broken tiles, or any sharp edges.There are 2 tiles that are not completely level with surrounding tiles, however, they are within tolerance.  This is cosmetic in nature, unnoticed at move-in, and not covered under warranty.
  

  A rep from the flooring company they used agreed it was improperly installed, but no one has come to repair it.
     The original installation was within tolerance, and reported that to the homeowner.  This is cosmetic in nature, unnoticed at move-in, and not covered under warranty.  The details of the conversations with the client are attached in the subcontractors letter.
  
  We hope that you enjoy your new home with your family for the years ahead.  We are proud of the home we built for you and will stand behind our workmanship for the years to come.

  Customer response

  10/29/2021

  Complaint: 16034303
  
  I am rejecting this response because:

  Regarding the tile work, the offer from the tile company was for them to send out a sub who arrived with one 5-pound bag of grout (in the wrong color, per his own words), to fix 3 bathrooms that were determined to be not within tolerance per a representative sent out by the flooring company.  Apparently it was a warrantable item prior to the sub being sent out because he was sent out.  Your rep even stated that she found the tile to be unsatisfactory.  He wouldve done the repairs with insufficient and incorrect materials.
  Regarding the slab, again, that is something that was apparently warrantable because the company sent out a sub, without bothering to tell us they were coming, and that sub did a shoddy job and have left the slab looking sloppy. Now that were asking the company to finish the job they sent someone out to do, it is suddenly not warrantable? Our texts or messages regarding the completion of things that we have been discussing have gone unanswered until we reached out the BBB to assist. And then to reply 20+ days later with things that are mistruths. 
  Reps whom the company employs were sent out to inspect, both, the tile and the slab it was not done properly and it was warrantable as evidenced by the fact that you sent out people to fix them. As far as what we signed off on prior to move-in, the company also has evidence that they did not complete any of the items that were still pending on the move-in list until nearly 3 months after closing. I can add those complaints to the list as well with documented evidence as to what was supposed to be done and what wasn't done and when it was finally completed. Because I'm not referring to those items, I feel it is in the company's best interest not to bring them up.  
     

*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. ↩