Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed on our home in October 2023. After moving in we submitted our punch list items by the 11-month suspense which the warranty inspector came out and validated. We were told that the identified items would be corrected. It took a multitude of phone calls (most unanswered), emails, texts and visits to the office before they finally began working on the identified items. Most recently we were told they would "attempt" to repair the items that were eyesores throughout the home which we took as not being a guarantee that everything we identified would be fixed. The repair specialists were eventually scheduled; however, we've had issues as they haven't completed everything identified to be fixed during the various visits. We were told they have the information but on multiple occasions we've had to call the warranty inspector back because we noticed issues with the work accomplished. After informing her of this, we were told that it's our responsibility to know what they're doing and to let her know if something isn't going right which we do immediately. We have never built a home so we wouldn't know what questions to ask. They don't show you the completed work, they just leave. There's no communication unless we initiate it and quite frankly the majority of what we've identified should have been caught by the Woodland prior to our closing as it was so obvious. They have no regard for the fact that we have to take time off work each time they come out for repairs. We made the suggestion that the warranty inspector show up when they come out but was told she doesn't have time for that, it's not feasible but we have to take off work. It's obvious that those doing the repairs have no clue as to the totality of the job, so it seems as though she's doing a poor job of communicating with them just as she's done with us. We have an extreme number of emails and texts requesting updates. Woodland never initiates communication; it's always us requesting status updates.

  Customer Answer

  Date: 04/21/2025

   

   

  These issues are a part of the 12 months warrant inspection established at closing.  During Pre-closing home inspection, we identified all issues and submitted through the warranty portal at the 11 month as requested by the builder. The builder agreed to correct these defects as part of the closing settlement. The warranty specialist (*****) visited our home and validated the compliant for the items listed in the warranty portal. work orders for these repair requests. Work orders were work orders were created for each defect. We have been begging them to complete the orders since November 2024. They send one person out and then we will do not hear from them again until we call or go to their office. We were recently told by our specialist, ***** that she has bigger issues that she is working and it's our responsibility to make sure the contract completes what they are supposed to do.  This is not a favor, this is what we paid for and they bound by our contract to complete. 

   

   

  

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to respond to the concerns submitted.
  At present, the only outstanding item is the completion of paint-related work, which had been scheduled for 12:00 PM yesterday.Unfortunately, the painters did not arrive as planned. However, as soon as this was brought to our attention, Woodlands Warranty Team took immediate steps to reschedule and ensure the work is completed as quickly as possible. We recognize the inconvenience this may have caused and appreciate the homeowners patience.
  Regarding the original concern about bowing at the baseboard, our trade partner, Logans Framing, resolved the initial issue.During that same visit, the homeowners expressed concern about the wall bowing inward. Our trim installer assessed the situation, confirmed that the wall was within acceptable tolerances, and adjusted the pocket door while onsite.
  The painters are now responsible for completing sanding and touch-up paint in that area.
  The homeowners also reported concerns regarding uneven door frames. This was not listed on the Ownership Transfer list and is considered a cosmetic item; however, as a courtesy, we offered to have our painters smooth out the joints where boards meet to help improve the appearance.
  Additionally, the homeowners previously noted an odor from the bathroom sinks. Both master bathroom sinks were replaced last year, and in March of this year, **** and Son Plumbing returned to replace the faucets a visit that was confirmed by the homeowner.
  The most consistent challenge throughout this process has been scheduling. The homeowners requested work to be performed after 4:00 PM,which falls outside our normal business hours.
  Once the final tasks are completed including sanding and painting in the affected areas, patching minor drywall cracks, touching up the bathroom repair, & smoothing the door frame joints, all work will be considered complete. Remaining items have either already been addressed or fall outside of warranty coverage.
  We remain committed to completing all warranted work and believe we have acted in good faith throughout the process. Woodland takes pride in standing behind our product and working toward fair and timely resolutions for all our homeowners.
  Thank you again for the opportunity to clarify and provide this response.
  

  

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to respond to the concerns submitted.
  At present, the only outstanding item is the completion of paint-related work, which had been scheduled for 12:00 PM yesterday.Unfortunately, the painters did not arrive as planned. However, as soon as this was brought to our attention, Woodlands Warranty Team took immediate steps to reschedule and ensure the work is completed as quickly as possible. We recognize the inconvenience this may have caused and appreciate the homeowners patience.
  Regarding the original concern about bowing at the baseboard, our trade partner, Logans Framing, resolved the initial issue.During that same visit, the homeowners expressed concern about the wall bowing inward. Our trim installer assessed the situation, confirmed that the wall was within acceptable tolerances, and adjusted the pocket door while onsite.
  The painters are now responsible for completing sanding and touch-up paint in that area.
  The homeowners also reported concerns regarding uneven door frames. This was not listed on the Ownership Transfer list and is considered a cosmetic item; however, as a courtesy, we offered to have our painters smooth out the joints where boards meet to help improve the appearance.
  Additionally, the homeowners previously noted an odor from the bathroom sinks. Both master bathroom sinks were replaced last year, and in March of this year, **** and Son Plumbing returned to replace the faucets a visit that was confirmed by the homeowner.
  The most consistent challenge throughout this process has been scheduling. The homeowners requested work to be performed after 4:00 PM,which falls outside our normal business hours.
  Once the final tasks are completed including sanding and painting in the affected areas, patching minor drywall cracks, touching up the bathroom repair, & smoothing the door frame joints, all work will be considered complete. Remaining items have either already been addressed or fall outside of warranty coverage.
  We remain committed to completing all warranted work and believe we have acted in good faith throughout the process. Woodland takes pride in standing behind our product and working toward fair and timely resolutions for all our homeowners.
  Thank you again for the opportunity to clarify and provide this response.
  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23179866
  
  I am rejecting this response because: Woodland responses are not accurate. please see our responses to woodland's reply. We have text messages and email to confirm all claims we have made.

  Woodland: At present, the only outstanding item is the completion of paint-related work, which had been scheduled for 12:00 PM yesterday. Unfortunately, the painters did not arrive as planned. However, as soon as this was brought to our attention, Woodland:   Warranty Team took immediate steps to reschedule and ensure the work is completed as quickly as possible. We recognize the inconvenience this may have caused and appreciate the homeowners patience.  You told me today you were in a meeting with them after I requested a status update, we are still waiting for someone to schedule a date to come out. Regarding the original concern about bowing at the baseboard, our trade partner, Logans Framing, resolved the initial issue. During that same visit, the homeowners expressed concern about the wall bowing inward. Our trim installer assessed the situation, confirmed that the wall was within acceptable tolerances, and adjusted the pocket door while onsite. The painters are now responsible for completing sanding and touch-up paint in that area.

  
  Homeowner response: Guess bathroom pocket door
  On April the 7th, I texted and called you as soon as the Trim guy left to inform you the curve is still in the wall and a more than average gap between the wall and the trim in the same area. You later told me you were told the builder had stuffed a board behind the wall, they were not sure why but it was removed. I replied, the curve and gap are still there, please have someone come look at the wall before you send painters out. You never sent anyone out. My husband even suggested you come out to look at our concerns and you said, You can't come out for every appointment, its not feasible and you have other big repairs. I continue to tell you the wall looks the same but you keep trying to send out the painters without looking at the wall.  You say "acceptable tolerance" when we can clearly see a curve in our wall and I big chunk of caulk used to fill in the space between the base board and the wall.
  
  The second pocket door (Mater bedroom) has not been touched since March, two guys came out; they told me that the wall between my bathroom and bedroom would need to be cut out to fix the pocket door, he asked did we want to do that, I said yes if that's the only way to fix. The door as of today continues to scratch dents into the door every time we open/close it.  
  
  
  Woodland: The homeowners also reported concerns regarding uneven door frames. This was not listed on the Ownership Transfer list and is considered a cosmetic item; however, as a courtesy, we offered to have our painters smooth out the joints where boards meet to help improve the appearance. 

  Homeowner response: This was because we were told during the walk-thru that those were thing the painter could fix during paint touch-up. Not sure why you would allow your contractors to build the frames uneven, then call the issue cosmetic on a brand-new house.
  
  
  Woodland: Additionally, the homeowners previously noted an odor from the bathroom sinks. Both master bathroom sinks were replaced last year, and in March of this year, **** and Son Plumbing returned to replace the faucets a visit that was confirmed by the homeowner.

  Homeowner response: Yes, the smell is still there, the last time **** and Son came out (sometime in February), they were going to do more research because the smell is now coming from another bathroom, he smelled it himself. We poured cleaning supplies along with running hot water down the drain for 10 minutes as recent as this week. Our last request for an update was March 14. We have emails to confirm the statement above.

  
  
  Woodland: The most consistent challenge throughout this process has been scheduling. The homeowners requested work to be performed after 4:00 PM, which falls outside our normal business hours.
  Homeowner response: This is not true; the list was submitted via the portal November 2024.  I've worked from home since Jan 2021, I went back into the office March 1, 2025.  The only time we mention coming in the evening was late March 2025. Once we asked for a 3:00 appointment and another at 4:00.   You've had November 2024 - Feb 28, 2025, to fix these issues at any day or time. If we had received timely responses, all warranty items could have been completed by Feb 28, 2025. We have text message confirming the dates of the evening appointments.

  
  
  Woodland: Once the final tasks are completed including sanding and painting in the affected areas, patching minor drywall cracks, touching up the bathroom repair, & smoothing the door frame joints, all work will be considered complete. Remaining items have either already been addressed or fall outside of warranty coverage.
  Homeowner response: We also still have all the cracks and gaps in the walls, ceiling and baseboards throughout the house (from settling), we were told these would be the last items on the list to be fixed.
  
  Woodland: We remain committed to completing all warranted work and believe we have acted in good faith throughout the process. Woodland takes pride in standing behind our product and working toward fair and timely resolutions for all our homeowners.
  Homeowner response: We've had to show up at Woodland's office, call and text several times due to no response from our assigned warranty specialist.  We've called and bugged Ms. ******** and Ms. ********* on several occasions because we don't get a response back. We have call logs, text message and emails to support this statement.  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/25/2025

  We appreciate the homeowners continued engagement and recognize the importance of thoroughly addressing their concerns. Our goal remains to complete all warranty-related work in a timely and satisfactory manner, and we regret any frustration this process may have caused.
  Wall and Pocket Door Concerns
  We understand the homeowner remains dissatisfied with the resolution of the wall bowing and the installation of the pocket doors. Our records reflect that Logans Framing addressed the initial framing concerns and that a trim contractor assessed the area and confirmed the wall was within industry-standard tolerances. While we acknowledge a visual curve may still be noticeable, we also understand the homeowners desire for a more seamless finish. Out of respect for their concerns, we are willing to re-inspect the area to determine if any further corrective action is feasible.
  Regarding the guest and master bathroom pocket doors, our contractors confirmed that additional work on the master bedroom door may require opening the wall. The homeowner indicated consent to proceed with this option, and we are working to schedule the necessary work accordingly.
  Door Frames and Cosmetic Items
  The uneven door frame joints were not listed on the Ownership Transfer form and are considered cosmetic by warranty standards. That said, our team has offered as a courtesy to have the joints smoothed and touched up by our painters to help improve the appearance. We remain committed to completing this work as promised.
  Bathroom Sink Odor
  We confirm that both master bathroom sinks were previously replaced, and that **** and Son Plumbing returned in early 2025 to assess ongoing odor concerns.The technician noted the homeowners feedback and committed to researching further causes. To support this effort, a phone call with the Rinnai water heater representative is scheduled for today, April 25, 2025, between 10:00 and 11:00 a.m., to evaluate whether the water heater may be contributing to the issue.
  Scheduling Concerns
  We acknowledge and appreciate the homeowners clarification regarding their availability. We apologize if any communication regarding scheduling suggested a delay or fault on their part, and we are committed to improving our responsiveness and coordination moving forward.
  Outstanding Items
  The current list of remaining tasks includes:
  Completion of paint-related work
  Master bathroom pocket door correction
  Reassessment of guest bathroom wall curvature
  Assessment of the Rinnai water heater related to odor concerns
  Evaluation of the toilet room fan and shower fan in the master bathroom
  Communication Concerns
  We sincerely apologize for any lapses in communication throughout this ********** is never our intention for homeowners to feel ignored. We value their persistence and appreciate their continued patience. We had the pleasure of meeting with the homeowners in our office this morning to review the plan of action and confirm the working list moving forward.
  We remain committed to resolving these matters fully and fairly. Woodland stands behind our product and workmanship, and we look forward to bringing this warranty process to a close with the homeowner's satisfaction.
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23179866
  
  I am rejecting this response because: It does not appear that ***** (Tech assigned to complete or warranty list) and ****** (the warrant manger) are not on the same page concerning ***airs. 

  The meeting the homeowners requested with woodland appeared to go well, however the follow message contained conflicting responses. We are not confident Woodland will complete all agreed upon warranty items, until work is completed.

  To clarify during our meeting with Woodland warranty staff we informed them of our scheduled maintenance with Rinnai water heater *** and woodland asked us to call once the *** arrived. The *** was not able to resolve the issue.

   

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

   

   

  

  Business Response

  Date: 05/05/2025

  We would like to clarify that the recent BBB response submitted by Woodland may have unintentionally caused some confusion regarding the status of the bowed wall in the guest and/or master bathroom. While the response referenced that the wall was corrected to meet building standards, we acknowledge that this statement did not fully reflect the tone and direction of the conversation held during our most recent meeting with the homeowner.
  At that meeting, held on April 25, 2025, it was mutually agreed that Woodland would revisit the matter in good faith and work toward a resolution that goes beyond code compliancerecognizing and respecting the homeowners aesthetic concerns and expectations for workmanship. Our intention was never to dismiss the issue as resolved, but rather to clarify that, while the wall meets minimum standards, we are committed to finding a solution that is acceptable to all parties.
  We would also like to address the concern that parties are not on the same page. We believe this characterization is inaccurate, as all relevant stakeholdersincluding the homeowner, Woodlands Warranty Department Manager, and Warranty Superintendenthave been included in consistent and transparent email communication. We have made ongoing efforts to respond promptly, keep all parties informed, and move forward in alignment with the discussions and agreements made at the April 25 meeting.
  At this point, we respectfully ask for the homeowners cooperation in allowing Woodland the opportunity to complete the agreed-upon work without further delay or confusion. We remain fully committed to addressing the outstanding items and ensuring they are resolved to a satisfactory standard. Continued back-and-forth only prolongs the process and diverts attention from completing the work.
  We remain dedicated to open, respectful communication and to achieving a fair and timely resolution for all involved.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23179866
  
  I am rejecting this response because: We need consistent attention to our issue before closing out this compliant. Nothing is done and no communication from woodland unless it is initiated by us.  We have had a whole in one bathroom wall for a month. The second bathroom was taken apart 7 days ago, and we only heard from woodland once we reached out. We still do not have a follow-up appointment nor a way ahead. We are afraid the 2nd bathroom with sit a month as the previous bathroom. 

   

  We really want to work with Woodland because we want our home completed but we are finding it hard to trust the process right now.

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

  

  Business Response

  Date: 05/15/2025

  5-13-2025  

  The homeowners rejection of our response appears to be unjustified. We are actively working toward a resolution, specifically with the replacement of the pocket doors. ***** recently sent a detailed email outlining the scope of work and scheduling, demonstrating our continued effort to address their concerns in good faith.

  At this point, the situation is becoming repetitive and unreasonable. We have made every effort to move forward, but the homeowners must allow us time to complete the necessary work.

  Given our ongoing cooperation and the steps being taken to resolve the matter, we respectfully request that this BBB complaint be closed.

  Please let us know if you need any additional documentation or updates.

  Best regards,

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

   

  BBB comment: BBB received copies of emails from **** ******** and ****** ****** to yourself. It appears Woodland is staying in touch with you on a regular basis. 

   

  Customer Answer

  Date: 05/20/2025

   
  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 will call BBB again if necessary.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new home from Woodland Homes of Huntsville on 10JUN22. During the Pre-closing home inspection (7JUL2022) our private home inspector identified 29 items related to labor/quality defects. Woodland Homes agreed to correct these defects as part of the closing settlement. During the 11th month inspection (JUL2023) the warranty specialist visited our home and validated the compliant for the items addressed above. Woodland Homes created individual work orders for these repair requests and completed the work for all but one item which is still outstanding as of the date of this BBB complaint. The uncompleted work is referenced for fault 21; Custom Interior - Wall in bath 3 at toilet pocket door is bowed in. (PSI). We have been in constant contact with our warranty specialist however each reply states, "...We are working on a plan to correct this warrantable repair", yet we have not been provided a timeline or date for the repair to begin/finish. As this communication began gone 28 months without a resolution we are seeking assistance with the completion of the agreed upon corrections.

  

  Business Response

  Date: 10/28/2024

  Warranty Superintendent spoke to the homeowner & homeowner stated this BBB complaint would be removed; Warranty Superintendent & homeowner are working together, directly. 

  

  Business Response

  Date: 11/19/2024

  In his initial BBB complaint, he indicated that Woodland had completed all work except for one item: the wall in **** 3, where the pocket door was bowed. This issue has now been resolved and completed 100%.
  

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Woodland homes has been dishonest since the start of our to build February 2024. We selected a homesite & plan in ******, **. We put down a deposit to secure our build & was informed that the process would move quickly and that the construction manager would be reaching out to us right before the pour of our slab. After almost 2 months of no call informing us of the start or delay we were invited to a new home owners mixer. We met other individuals who sat in the corporate office who spoke to us and casually asked questions about how our build was going & then looked puzzled as to why our build wasnt started, let alone no pre construction meeting or design appointment. The next day we stopped by the corporate office to speak with permitting about something totally different but we was then informed that Woodland knew that our house would not fit onto the lot as soon as our contract crossed corporates desk. Instead of informing us, Woodland thought that ****** would give a lot variance and spoke too soon by email, but no matter how that house was placed on the lot it was rejected.. how did we find out? From individuals with integrity and public record when was Woodland going to give us the true details? 2 1/2 months is inexcusable. Even after all of that, we did our due diligence and seeked other lots and Woodland communities but none fit our wants and needs. We then proceeded to inform Woodland that we would not be moving forward because we were informed that our house could not fit. Then Woodland proceeded to tell us that backing out was us breaching contract and they will be seeking damages! There was no valid contract & no foundation poured in 90 days in which then either party can consider the contract void. To be honest our family is the damaged party, we are without a home as we did their step down trade in program and we have not been given our deposit back as promised. There is more details that I can provide if needed (phone calls, emails, etc).

  

  Business Response

  Date: 07/15/2024

  We have processed their Mutual Release and their check is being mailed out this week. This was an unusual circumstance that took some time to process. 

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had items on a punchlist prior to us closing that still have not been resolved, and they have gone through three or four warranty managers. ****, whos over the warranty managers, continues to tell us Well, youve been living in your house for ** amount of months. What does that have to do about completing a job that you never did? That should not matter. There are items that are on the punchlist prior to us closing that still have not been resolved. There are also items on the 11th month list that have not been resolved. We have documentation of the number of times we reached out to them with spreadsheets, details, pictures, and no resolution has ever been made. We also had to pay to have our house cleaned because they didnt clean the house prior to us closing and once we close and got the keys to the house, we walked in and the house was in the same condition it was in prior to us, closing with debris, mud, dust, contractors, trash, etc. We are still waiting for our refund for us having to pay to clean our own house that we closed on with them. There are also a couple of items that we had to pay other contractors to fix and that were on our inspectors list that ***** stated were done and when we asked *****, why werent they done when we had to pay our contractors to fix it, his response was well they told me they did the job. Part of the problem is, ***** would let contractors into the home prior to us closing and never follow up of actually checking to see if they completed a job. He would only go back and lock the door and leave. I witnessed this with my own eyes when contractors came to attempt to try and fix stuff in our own home after we closed. There are numerous items that have not been resolved on the punchlist and the 11th month list and they keep stalling and keep building houses in the subdivision, but not correcting the items that they have not taken care of prior to that. We have all documentation: emails, pictures, etc.

  

  Business Response

  Date: 07/08/2024

  7-8-2024  

  We apologize for this delayed response and delay in getting concerns resolved. We have been in touch with this customer and are working to address all warrantable items as quickly as we can. 

  
  

  ********* Friday *******
  

  Vice President of Operations

• Initial Complaint

  Date:06/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the second owner of a three year old Woodland home. About two months ago we discovered that our dormer framing was buckling. We contracted to have it repaired and the contractor discovered that the framing for the dormer was ***, a material not designed for outside use. We communicated with the previous owner to ask if they had any dormer work done and they said no. When we contacted Woodland homes to inform them of what we found they said only ****** board had been delivered to the home site so therefore it was not possible that *** was installed. I stated to Woodland that if the previous owners had not had work done on the dormer, and no motive to lie about it and we hadnt had any work done on the dormer prior to the repair then it must have been installed during construction. I realized we were not under warranty but if the wrong materials are used during contruction then warranty is not the issue but improper building materials were used and therefore Woodland should refund my expense for the repair. Woodland homes states that since no *** was delivered to the home site then it is not possible that *** was installed during construction. I showed them pictures of the wrapped frame prior to repair and provided a piece of the *** after removal.

  

  Business Response

  Date: 06/10/2024

  As stated this is an older Woodland Home. We have confirmed that our subcontractor installed the correct material. At the time of building this home underwent inspections from our team, the city inspection department and a final home inspection. At no time was it discovered to have MDF trim instead of *****. MDF trim when installed is brown. Hardy when installed is a light yellow. This would have stuck out like a sore thumb. There is no way our company would have installed trim material instead of *****. We are not sure if this was from the previous owner, but it isn't from us. I hate the customer is dealing with this, however, it is not something we can assist with. 

   

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21814584
  
  I am rejecting this response because: Woodland homes stated that our home is an older home.  It will be three years old in July.  The first owners had it built and occupied the home in July of 2021.  The warranty was for a year and as I am sure Woodland can attest that no warranty work was filed or completed on the dormer. So, between the end of the warranty period and when we purchased in March of 2023 only nine months had passed.  The owners have stated that no work was done on the dormer, for the nine months from end of warranty until we purchased in March of 2023. (Notarized statement from the previous owner attached)  As stated by Woodland, Woodland only had ****** material delivered to the home site, and since ****** is very resilient, as Woodland stated, why would it fail as the frame for the dormer?  The ****** didnt fail, because when we noticed the frame separating as shown in the picture we had it repaired, and the contractor that did the repair found *** vice ******.  We still have the *** framing pieces the contractor removed and we provided a piece to Woodland upon our initial complaint in their office.  

  Woodland states that the house was inspected several times and I dont dispute that, but this error of *** install on the dormer was not discovered.  Additionally, Woodland states that there is no way Woodland would have installed trim material instead of ******.  I appreciate the statement, but it was installed during construction there is no other logical explanation.  

  We request that Woodland reimburse us $600 for the repair.  

   

  Sincerely,

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

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid Woodland to build a house in ************ and closed on that house in late 2021. We have outstanding issues that were both part of our original closing punch list as well as warranty issues. They've been repeatedly outlined to Woodland via the document attached to this complaint filing. Woodland has either been unresponsive or has shown up to do only part of the work and in such an order as to require having it redone. The few things they have shown up for the repair technician has left a mess. We are now years out from closing and the end of the warranty period and Woodland is still unresponsive. Some of the issues are somewhat minor such as drywall but others compromise the safety of the house. There is still a hole in the roof where rain comes in nearly every time it rains which opens the possibility of a mold issue in the attic. Our chimney flue is either in direct contact with, or too close to combustibles in the attic. They never even bothered to install the damper on the chimney. We've repeatedly provided them with access to the documentation outlining the issues and they have repeatedly ignored us. There are other items on the punch list that we have footed the bill for just to get them done. Woodland has cost us money. We didn't sign off on a new construction that still had that "fixer upper" feel.

  

  Business Response

  Date: 05/13/2024

  5-13-2024  Woodland Homes sincerely apologizes for the delayed action taken with warranty items still present in this home. We have a meeting scheduled with this customer this week to review outstanding warranty items and get the repairs taken care of. 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21637312
  
  I am rejecting this response because:  Meetings don't fix the issues.  The issues have been there for years now.  The Woodland representative showed up and we walked through the known issues.  After her departure while walking through again, I noticed a major issue wherein the electrical conductors for both power and security system pre-wire were up against the chimney flue pipe.  This wasn't originally apparent as those electrical lines had been buried by insulation which was also not supposed to be there.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/21/2024

  5-21-2024   

  Repairs are currently under way and being scheduled. Our Warranty Superintendent has been in touch with this buyer and continues to be in touch to ensure all repairs are done as quickly as possible. 
  

  
  

  Thanks!

  
  

  ********* Friday *******

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21637312
  
  I am rejecting this response because: Accepting response closes out the complaint.  Woodland has had contractors show up to address two of the many issues so far.  One of the issues is regarding a hole in the roof and we won't know if that is fixed until we have had a good thunderstorm.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21637312
  
  I am rejecting this response because:  Some but not all issues are fixed.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Woodland home. There were several issues that were supposed to be repaired within thirty days. There are still issues that have not been repaired and we are now pushing 15 months.There were additional issues found and reported during the 11 month inspection that have not been fixed as of yet.We have been more than patient with their lack of communication and would like Woodland Homes of Huntsville to honor its obligation to fix the unresolved issues as soon as possible.

  

  Business Response

  Date: 12/07/2023

  Woodland Homes truly apologizes to these customers as well as all others who have had to patiently wait while we coordinate repairs on their home. Prior to receiving this complaint on the BBB, several repairs were already in the works on this home in particular. We wish for our customers to be rest assured that we have every intention of honoring our commitment to rectifying all issues which are covered by their warranty with Woodland Homes.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20956032
  
  I am rejecting this response because:

  Yes, 2 issues are in the process of resolution. However there are several others that have not even been addressed yet by Woodland or the sub contractors.

  I will consider this resolved when all issues have been fixed.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/15/2023

  Our records indicate that there are four requests that remain incomplete which were made after the customer closed.
  
  These subcontractors have been contacted numerous times and will continue to be contacted. We apologize, again, for the delay. If the customer feels this method of communication is productive, then we will continue to reply to the complaints as they are submitted. Our efforts will remain consistent. We are as anxious to see these issues completed as our customers.   

• Initial Complaint

  Date:10/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Decided to go with Woodland Homes of Huntsville for a purchase and its turning into a nightmare. Our family recently increased in size as our elderly disabled parent moved in. After verbal commitment was made by their representative to install railing at the home we selected its now not being honored 10 days before closing. The companies response was the city ordinance only enforces rails at 30 inches and yours is 29 inches and if you dont close because of it we will *** you for $200 a day until you do. Very unethical !!!

  

  Business Response

  Date: 10/18/2023

  This was a misunderstanding and the customer has agreed to remove this complaint. Will you please reach out to them. 
  
  

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Woodland homes warranty **** refuses to clean up house where repairs were made by their labor defects. We also paid for soft close drawers/cabinets that they refuse to provide and we paid for this product last year before moving into the house. **** the warranty manager hung up the phone on me when he told me Woodland is not responsible for cleaning up the mess. He told me in an email theyd clean up and on the phone he said no

  

  Business Response

  Date: 04/05/2023

  4-5-2023  

  To whom it may concern at the BBB,

   

  It is unfortunate that communication between Woodland Homes and the ********* has become so contentious.

   

  It is not true that Woodland has ever refused to provide aid in cleaning up from the mess caused by an extensive interior repair necessitated by a leak in the roof. It was the recommendation of the warranty department that the customer select a cleaning service of their choice to clean the areas affected by the repair. Woodland would then agree to reimburse the customer for these services.

   

  The reason this recommendation was made is as follows: The customer was expressing severe concerns regarding furniture and other surfaces. The cleaners in our employ are not necessarily equipped with special equipment which might be useful for cleaning furniture. In this case, a cleaner who specializes in occupied homes might be better equipped.

   

  When the representative on the phone was trying to express these concerns, the customer was argumentative and would not allow the point to be made. Much of the content of this customers complaint seems to be based on misunderstanding or miscommunication which is reasonable given the heated nature of the conversation and the justified frustration of the customer. We do not blame them for their frustration.

   

  It is important to note that the conversation that ended abruptly was closed with a statement from the warranty representative that he would contact a cleaner immediately. He then did so and the cleaning service arrived later this same day. They intent to make a return trip today to finish aspects of the job for which they were not prepared.

   

  Regarding the soft-close drawers and cabinets it is not accurate to state that Woodland has refused any request regarding this issue. The customer is in the midst of awaiting several replacement components. When these replacement components are installed, it is our intention to have the installer address any other concerns regarding the operation of the drawers.

   

  We appreciate the ********* and empathize with their situation. The warranty department has actively worked to address several major concerns that the customer has expressed. We do not enjoy that they are facing such difficult circumstances and are working to accomplish our goal of completing all warrantable requests as soon as possible. 

   

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

  Customer Answer

  Date: 04/06/2023

  
  Complaint: 19894109
  
  I am rejecting this response because:

  I am attaching email correspondence to show that **** sent an apology email after he hung up the phone on me in anger which prompted my complaint. He apologized bc of his frustration and Im my opinion, lack of customer service skills.  I have a recorded call from ******* wireless that I will send as well, where **** can clearly be heard telling me that Woodland isnt necessarily responsible to clean up the mess.  From the evidence submitted you can see and hear where **** is not being honest about the situation at hand. He fabricated the complete truth in his apology email and is now doing the same for this filed complaint. Ive submitted a request with ******* wireless to provide the recorded call due to the nature of this request. **** stated in an email a cleaner would be there on the last day of repair and he never scheduled that as his email stated  its a shame I have to provide evidence to support the complete truth  

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

  

  Business Response

  Date: 04/12/2023

  4-11-2023  

   

  We have reviewed the information provided by ********************* and will be dealing with ********************* directly. By his own admission, he behaved in a less-than-professional manner. It does seem that he acknowledges as much to this homeowner as he did attempt to apologize. 

   

  We would like to confirm with ********************* that cleaners did, in fact, show up on the day this complaint was originally posted. We were told by **** that they were scheduled to arrive, and received a confirmation from the cleaning crew. We are also told that cabinet installers were sent to Mrs. ********* home on the day this complaint was originally posted. The cabinet installers came away with components that needed to be ordered, and several drawers that were in need of adjustment or cosmetic touch ups. 

   

  We understand that the behavior of our employee has offended *********************, and we reserve the right to determine for ourselves how to address this matter in-house. As far as the core complaints regarding her home, we took action as quickly as possible given the error of not scheduling cleaners at the appropriate time.

   

   

  Thank you,

  ********* Friday *******

  Vice President of Operations

  Woodland Homes of Huntsville

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

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

  Customer Answer

  Date: 05/12/2023

  Please review the email from **** as he apologized for hanging up the phone on me, yet he never takes responsibility in his response to the BBB. He completely lied by stating I mentioned my son was in a hospital , that was never said. I did tell him with small children in the house respiratory problems could happen given how dusty our home became after sanding the wall. By **** not being honest in his response to the BBB, I realize his email apology meant nothing since his response to the BBB was after the apology email. Everysinglewoodland home buyer in Monroe manor in ************* has nothing positive to say about woodland. Outside of posting messages back and forth between **** and myself , whats the next step to take this matter higher ? Do you need a phone call recording of the conversation with **** and myself ? I would be very glad to request that and provide that entire conversation if it will help us at all. Since **** fabricated the majority of his BBB response to make Woodland sound better, we would like to understand what the next step would be regarding this matter. Theres plenty of email documentation and the phone conversation would provide the ultimate truth. Ive attached woodlands warranty repair process , in which steps 1,3 and 5 were not followed as it reads on Woodlands document. 

  Customer Answer

  Date: 05/12/2023

  Please review the email from **** as he apologized for hanging up the phone on me, yet he never takes responsibility in his response to the BBB. He completely lied by stating I mentioned my son was in a hospital , that was never said. I did tell him with small children in the house respiratory problems could happen given how dusty our home became after sanding the wall. By **** not being honest in his response to the BBB, I realize his email apology meant nothing since his response to the BBB was after the apology email. Everysinglewoodland home buyer in Monroe manor in ************* has nothing positive to say about woodland. Outside of posting messages back and forth between **** and myself , whats the next step to take this matter higher ? Do you need a phone call recording of the conversation with **** and myself ? I would be very glad to request that and provide that entire conversation if it will help us at all. Since **** fabricated the majority of his BBB response to make Woodland sound better, we would like to understand what the next step would be regarding this matter. Theres plenty of email documentation and the phone conversation would provide the ultimate truth. Ive attached woodlands warranty repair process , in which steps 1,3 and 5 were not followed as it reads on Woodlands document. 

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We completed our 1 year warranty list in September. Many items on our list still existed from our 30 day list. Since completing this list, no items have been taken care of and Woodland is no longer responding to my requests whether it be via phone, email or text messages. Many of our items are paint and drywall repair issues, which have been ignored since we moved in. Their subcontractor, ****** Painting does poor quality work and is nearly non-responsive to get things fixed. They dont even know what color they painted our garage doors and have done nothing to help us have them painted correctly. I simply want Woodland to manage their subcontractors and complete the repairs they said they would. Ignoring your customers and not fulfilling your business obligations is not how a business should operate.

  

  Business Response

  Date: 11/11/2022

  At the time this complaint was filed, an appointment had already been scheduled for a warranty representative to meet with this customer and the painter to resolve the exact issues described. Woodland Homes Warranty agreed to this appointment because we feel that the finished result of the paint in this customers home was unacceptable and falls short of our standards. 

  In short, we actually agree with this customer and are somewhat baffled that this has been escalated to the BBB. Action was already in progress. We hope to find a resolution that satisfies this customer.