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Business Profile

Home Builders

Oakwood Homes, LLC

Headquarters

Complaints

This profile includes complaints for Oakwood Homes, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Oakwood Homes, LLC has 13 locations, listed below.

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    Customer Complaints Summary

    • 36 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:01/11/2023

      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.
      The worst experience with Oakwood homes. I purchased my new home on 29th December, and on 30th December, even before we start cooking, the kitchen sink clogged and there was no drainage. water started pouring in kitchen floor. We called Oakwood homes, they told to call Shazam. We called Shazam, during office hours 12:30pm on 30th Dec. They responded they will send someone shortly but no one showed up. we again called at 4 pm and they said its holiday now and nobody will come till 1st week of Jan. I got call from Shazam on 10th of January to fix the sink. How ridiculous. I was helpless and had to call private plumber and he charged $300 to fix it. I paid that amount on very next day of buying brand new home. Also the salesperson told us that we would have railings on stairs, but they only did railings on first floor. upon inquiry, they told this is only thing they could do. Besides, we were never informed that we wont have blinds (we are first time home buyer, there are lots of things that we don't know and expect information from sales person). They never informed us that we don't have blinds, and on day of closing we figured out that they don't give us blinds. our privacy is severely compromised, and Oakwood gives **** s*** about it. If they have informed, we could have arranged blinds on time.we signed contract 7 months ago and they were well aware about our closing date. They did not provide us Private residency sign and when we asked for that, salesperson replied its out of stock. Really??Now every day laborers come to our house/ backyard (without permission) to complete construction at nearby house. Our privacy is severely compromised, who is responsible for that? We have just started to live in this house, and don't know how they would respond to the pending works that they have promised to complete during demo walk.

      Business Response

      Date: 01/23/2023

      1/23/23 - I talked to the homeowner just now.  He told me he has submitted the bill to customer care for the plumber.  He told me that the plumber had to remove debris from the pipes and fix the blades on the garbage disposal as they were not turning.  He is happy I followed up with him and have the other items in his home scheduled for 1/27 and 2/2.
       
      *********************

      1/23/23 - We have left several messages to try and determine the cause of the backup.  They had a plugged sink just 2 days after they moved in.  ***** received an emergency call, discussed the plugged sink, and let them know it was not an emergency.  I have attached Kelins email with the explanation until we can get a response as to what the plug was from, as the disposal was running, and the leak appeared to come from the plugged sink.  We have been out there to assess several other items with *********************, but this was not truly an emergency, and they did not give us the opportunity to correct the situation, they just called their own plumber to make the correction.

      It leads me to believe that they had something in the sink and that there was a backup due to that, but we do not have any other details because they kept hanging up on Lawan.

      1/17/23 - ***** received two Call Experts texts from this home. Both expressed that their kitchen sink would not drain or was clogged. It did not say anything about the leak. ***** called the homeowner both times and neither time did they mention a leak. Attached are the texts from Call Experts as well as some text exchanges between ***** and **** (the wife). He never spoke to the homeowner.
      He did advise her that this was not an emergency due to them saying it was clogged. After he told them it was not something we consider an emergency, they hung up on him. He created the work order for Dema to go out on the week of Tuesday the 3rd. He asked for their availability and she responded that they called another plumber to fix it as they considered the clogged sink an emergency.
      He even screen shot the tri-fold for Demo appointments and sent it to her showing her that this is not an emergency and apologized. There was no response from them after that. As ***** asked questions, as to what the issue was, when it started, had they put anything down the drain, she got really upset because he was trying to troubleshoot it. He did tell her he was trying to schedule a trade but she declined.
      Because she declined and we could not get an answer from them as what caused the clog, nor did our plumber go out, because they told us they hired their own. That is why we cancelled the work order, after they stopped responding.

       

       

      Customer Answer

      Date: 01/24/2023

       
      Complaint: 18722938

      I am rejecting this response because:

      correction: disappointed from their response

      1/17/23 - Lawan received two Call Experts texts from this home. Both expressed that their kitchen sink would not drain or was clogged. It did not say anything about the leak. ***** called the homeowner both times and neither time did they mention a leak. Attached are the texts from Call Experts as well as some text exchanges between ***** and **** (the wife). He never spoke to the homeowner.
      He did advise her that this was not an emergency due to them saying it was clogged. After he told them it was not something we consider an emergency, they hung up on him. He created the work order for Dema to go out on the week of Tuesday the 3rd. He asked for their availability and she responded that they called another plumber to fix it as they considered the clogged sink an emergency.
      He even screen shot the tri-fold for Demo appointments and sent it to her showing her that this is not an emergency and apologized. There was no response from them after that. As ***** asked questions, as to what the issue was, when it started, had they put anything down the drain, she got really upset because he was trying to troubleshoot it. He did tell her he was trying to schedule a trade but she declined.
      Because she declined and we could not get an answer from them as what caused the clog, nor did our plumber go out, because they told us they hired their own. That is why we cancelled the work order, after they stopped responding.


      Response- We moved to our new home on 12/29 and this event occurred the very next day. Date:12/30- it is basically normal working day. We called Shazam office around 1:00pm which normal office hours and told about clogged sink and leak. My wife who is also a homeowner was told somebody would reach out. ***** called around 3pm saying he will reach out to us shortly. After ***** didnt reach out till 5:30pm, my wife called him asking if he would show up. ***** said he might not be able to stop by and try using plunger and fix on our own. My wife hung up the phone on disappointment.
      ***** texted to my wife to touch base to see if we used the plunger and it worked. Lawan mentioned its not an emergency for plumber to reach out and customer care would call next week to schedule an appointment. My wife texted him back stating the call was made yesterday and it was during office hours. See attached.
      ***** again reached out via text on Jan 3 asking our availability for that week to stop by however we already had fixed the sink by calling another plumber. My wife texted the same thing to *****. See attached.
      It is not , we stopped responding, its whats the point to reach after the work is done. We were told Shazam was our to go company for any HVAC, plumbing issues and we did. We did during normal business hours but the response we received wasnt any customer oriented. Yes, it is New Year eve, and they might want to finish early however, they should have felt the same for us. Its new year time and everything is shut down for three days. If only they could have sent somebody on the 12/30. We had to pay double the charge as it had to fixed during non-w working hours/ holidays.


      *********************
      1/23/23 - We have left several messages to try and determine the cause of the backup.  They had a plugged sink just 2 days after they moved in.  Lawan received an emergency call, discussed the plugged sink, and let them know it was not an emergency.  I have attached Kelins email with the explanation until we can get a response as to what the plug was from, as the disposal was running, and the leak appeared to come from the plugged sink.  We have been out there to assess several other items with *********************, but this was not truly an emergency, and they did not give us the opportunity to correct the situation, they just called their own plumber to make the correction.

      It leads me to believe that they had something in the sink and that there was a backup due to that, but we do not have any other details because they kept hanging up on Lawan.


      Response- Lawan just called once thats it. Nobody reached out to us. We had to reach out to ******* (Oakwood Salesperson) for help. If ******* to reach out to Shazam and see if they could send someone asap. See attached email.

       

      1/23/23 - I talked to the homeowner just now.  He told me he has submitted the bill to customer care for the plumber.  He told me that the plumber had to remove debris from the pipes and fix the blades on the garbage disposal as they were not turning.  He is happy I followed up with him and have the other items in his home scheduled for 1/27 and 2/2.


      Response: Agree. They did reach out to us however after we solved everything. I am not sure why they are saying this was not an emergency for them to take it as priority when it was addressed during normal business hours. I believe emergency are titled only for non- working hours and/ or holidays. I would appreciate them if they would stop the blame game and acknowledge it. If only we knew the right terms of plumbing it would be helpful but also isnt it their job to show up when we need their service?

      Sincerely,

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

      Customer Answer

      Date: 02/02/2023

      Thank you BBB.

      Shazam has been following in timely manner and requested to submit the receipt for the amount we had to pay for our plumbing issue. We have submitted and now are waiting for the refund. Hopefully, this will resolve all.

       

      Thanks again!

      Business Response

      Date: 02/09/2023

      I have reached out to the homeowner since ***** and I were there last.  No other issues at this time. 

      I will reach out to **** and see how to process a CPO.

      Thank you all!

      **********;
    • Initial Complaint

      Date:11/20/2022

      Type:Product 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 was suppose to receive a check in the amount of 25 dollars in response to multiple waterbills that showed a spike in my water when a leak from my outside sprinkler occurred. The company was responsible for the leak getting fixed but was delayed on their end. ***** the manager told me i would receive a check in the mail for the difference in cost between the leak being active and after it was fixed eventually. A manager from shazam called me back after i sent additional water bills showing our low usage of water and was told they would follow up with me about them. I sent a message last week addressing what was going on with the additional water bills and me never receiving my check that ***** promised. No one has responded back to me as of yet.

      Business Response

      Date: 12/14/2022

      From the Division manager and community Manager for the are:

      A check has been mailed today. 

    • Initial Complaint

      Date:10/05/2022

      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.
      Oakwood homes replaced the first failed floor in the house in Oct, 2019 under warranty. Now the new floor is failing, the joints in the vinyl plank floor are breaking. There are approx. 20 spots on the floor where you can flex the floor by standing on it. ** father is helping me with this, as I can't take calls during work. He called **** Flooring and they said that if you can flex the floor by standing on it, the sub floor was not properly prepared (not level), and this is why the joints will break. Shazam services who handles all of Oakwood Homes warranties finally came out after months of calling, they brought with ************************ rep. ** father was there at the meeting and had told them that he was at the house when it was first built and witnessed standing water on the sub floor. He was also there when the 1st floor was removed and he and the installer found locations that the sub floor was spongy and flexing. The installer then pushed his foot completely through the sub floor in 2 spots. The flooring was cut out in those 2 areas and replaced (this can be seen from the basement below) He asked them about all the other spots you could see were low and that the floor was not level. They reassured him they would prep the floor properly, this entails floating the low spots with a special material and grinding down the high spots. They left the meeting and said they would submit it to ****. Long story short, they sent an email denying the claim with no explanation of why the floor is breaking. ** father called **** and no claim was ever made by the the installer **************, and they are the only one who can file a claim according to **** Flooring. ** father called ***** flooring and they refused to make a claim and said we have to deal with Oakwood/Shazam. As you can see we are stuck and need help.

      Business Response

      Date: 11/09/2022

      Sent to us by our Division manager *****************************:

      Attached is a copy of the inspection report (blue hyperlink) for the above claim. Based on the information provided from the inspection, the inspector did not identify any concerns present that would be provided under the terms of the warranty. Unfortunately, we will not be able to move forward with the claim.

      Inspection Report

      Customer Answer

      Date: 11/10/2022

       
      Complaint: 18173456

      I am rejecting this response because: The inspector they reference was in fact only the installer of the flooring, very unethical to call him an inspector.

           I have spoken with **** Flooring warranty ***** and they said they could send out a "3rd party" inspector who would send a report, this is in the process. Regardless of the outcome of the report, I still am insisting the floor problem be resolved. According to the warranty ***** at **** flooring, there are only 2 reasons the floor would start breaking. First, a defective product which they claim is not the issue, or secondly, the sub floor was not flat. How is it possible to have 2 floors fail in 4 years in a brand new $350,000.00 house, this is totally unacceptable! This needs to be resolved, I am not accepting their response of "it does not qualify as a warranty claim"

      Sincerely,

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

      Customer Answer

      Date: 11/30/2022

      I have received the report from the 3rd party, and I thought it best to give you all the up to date facts.I have attached the 3rd party report, please refer to page 11, 2nd paragraph from the bottom. The 3rd sentence where it reads "However" goes on to say "the deflection identified during our inspection is consistent with deflection caused due to an OUT-OF FLAT SUBFLOOR, WHICH IS INSTALLATION RELATED"  It further reads "sections of the subfloor were missing/damaged around register vents measuring up to 5/16"  I have attached the **** requirements for this type of installation and they clearly state "subfloor must be flat - 3/16" in 10', 1/8" in 6'. The floor is clearly not within these specifications.
           I have asked my father to help me with this (I sent an email to Shazam/Oakwood, authorizing him to represent me) as I work at the **********, and we are not allowed to use our cell phones during the day
            He has since spoken to the area rep. for **** flooring, *************************. She explained to him that the floor breaking at the joints is not a MFG. defect, and to please refer to the report where it clearly explains it is an installation issue. I also am attaching the email string where Shazam/Oakwood is denying the warranty claim, and referring to the report to back up their reason. They are failing to read the report properly, as ****** stated in the email that the "inspector did not identify any concerns present that would be provided under the terms of the warranty" She explained to my father that this means "the Manufacturer's Warranty regarding the product only, not the installation" She further explained that the joints breaking is clearly due to an uneven floor, see the report.
            I have had no response to my email of 11-20-22, and my father called *********************************** of Shazam hoping to further discuss what ****** had said. He failed to return the call of 11-22-22, he then sent a text on ***** requesting that they could speak. ****** responded to "please see the email of 11-16-22, that the claim is being denied, and that you can proceed with arbitration if you wish". 
           He then called ************** *************) on 11-22-22 (the installer of the floor for Oakwood Homes) and spoke with the President of the company "*******************". He explained the situation, and asked him to please reread the report from the 3rd party inspector, and call his area rep. with **** , ************************* to discuss why she is explaining it to him as an installation issue. He did agree to do this and said he would get back to my father soon.

      I will let you know if they are willing to remedy the problem, but I wanted you to have all the facts if they do respond back to you after your last correspondence to them.

      If you need to speak with my father, he can be reached at ************, I am sending this information through his email, as I just do not have the time or the energy to fight with these people, this is the 2nd failed floor and it is so disheartening to have them just try and walk away from an obvious problem. I am also giving him permission to answer any further requests from your organization to help expedite this process.
      Thank you so much 
      *************************

      Customer Answer

      Date: 12/01/2022


      I spoke with *** from ************** today, and he has said they refuse to do anything, regardless of what the report says. He also suggested my daughter needs to file for arbitration. I hope maybe you can convince them that this is not a correct way to do business considering the report from **** clearly states it is an installation issue.

      Thanks
      *******************

      Customer Answer

      Date: 12/01/2022

      I am currently out of town, and will not be able to to send the warranty information until about December 20th.

      Can you please hold the file open until then.

      Thank you

       

      Customer Answer

      Date: 12/07/2022

      I was not able to figure out how to send the warranty information you requested through the site, so I hope you get this, please let me know.

      Business Response

      Date: 12/14/2022

      From the division manager for the area:

      Some additional information for this case please. Attached is Shaws (flooring manufacturer) denial (highlighted) & their report. Also below is a statement from Arlun the install company. As well as all work orders & inspections performed in this home per your/their request. Please advise if you need a total of the thousands of dollars weve spent in this home in regards to their flooring. The only work order were unable to obtain is the work order from ****, the flooring manufacture on which they will not provide as they keep that private between homeowners & the manufacturer, but their status is attached. Thank You.

      Per Gabes Inspection 8/2/2022:

      Team,
      I spoke with ************************* from ****. There are no claims filed against the material used for replacement of this house. I believe that the issues the ** is concerned with are not installer related. I asked the ho when the issues started? She said they started about a 6 months ago. The replacement LVP was installed in 2019, the original was installed in 2017.There are two spots, one between the sink and dishwasher and one on the opposite side of the island. These two spots have independent movement from plank to plank at the corner. This would indicate that there was some sort of damage to the tongue and grove after installation. The ** had a contractor at the house during my inspection. This contractor seems to think that there are high and low spots in the subfloor. The contractor also said that he saw standing water on the subfloor during construction. I took everyone at the inspection to the basement and found no water staining on the under side of the subfloor. I also let them know that the seam are sanded/scrapped at install if they are high. I also let the ** and contractor know that this is a floating floor system and that there will be some movement.
      I did not find this floor to be warrantable.
      Thank you
      ***************************
      Production Manager

      Customer Answer

      Date: 12/15/2022

       
      Complaint: 18173456

      I am rejecting this response because:
      The report from **** states they are denying any claim for PRODUCT FAILURE, it clearly states it is an INSTALLATION ISSUE. So why are they still denying the problem????
      Sincerely,

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

      Business Response

      Date: 12/19/2022

      Attached is the missing Inspection Report from ****** Flooring denying their claim.

      Customer Answer

      Date: 01/05/2023

       
      Complaint: 18173456

      I am rejecting this response because: As I have stated many times and the rep. with **** agreed "**** is denying the claim for "MANUFACTURES PRODUCT DEFECTS", they stated in the report it is an "INSTALLATION ISSUE" My claim is regarding the floor failure due to the installation.
          I received a call from someone at BBB who told me she was going to recommend to to Oakwood Homes that they agree to arbitration, which you provide. I am not understanding why you are sending back the same report I sent you as part of my claim? Can you please give me a call to discuss the out come of this.

      My father has power of attorney to handle this, I can send you that if necessary, please  call ************ to discuss this

      Sincerely,

      *************************
    • Initial Complaint

      Date:09/16/2022

      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.
      Upon move in of new built home, a 1 year home inspection was done to show the front porch didn't pass because of large crack and water pooling near the home. Several warranty requests have been made and each time they put a patch but never complete the repair under warranty. It is larger than a half inch crack across the front porch and meets warranty criteria along with concrete separation from the back patio stairs and back of the house. I've contacted them again for warranty work and no response. This has been years of run around and I'd like this warranty work completed permanently not just a patch sealant that will keep cracking. That is only a band aid for a much larger construction defect problem. The concrete driveway slabs in this area are not meeting city code either because the they were not poured at the proper thickness.

      Customer Answer

      Date: 10/14/2022

      Home was purchased August 2015, the front porch didn't pass the 1 year home inspection because of the slope and water pooling due to the concrete defect. The crack in the concrete is over 1/2 an inch wide and across half of the front porch. Not including phone calls, I've emailed numerous times over the years with a few gaps due to covid and becoming disabled. This concrete defect is in the direct path to the front door. They have put a filler in it that doesn't last and then they refill it and it still doesn't last. There are a few emails unaccounted for because oakwood changed over to using shazam but has been excuse after excuse to not repair the defect. Now, the back patio concrete is separating from the house.

      Email tracking 

      2015- 9/2, 9/28, 9/29, 10/6, 10/7, 10/21, 10/22. 10/26, 10/28, 10/29, 11/4, 12/31.

      2016- 1/6, 1/13, 1/21, 2/4, 2/8, 3/15, 3/16, 4/14, 5/4, 5/7, 5/13, 5/28, 6/16, 6/17, 7/1, 7/17, 7/18, 8/22, 9/1, 9/2, 9/21, 10/21, 10/31, 11/2, 12/13, 12/14, 12/23.

      2017- 3/13, 3/22, 4/5, 4/20, 4/21, 4/24, 4/25, 5/4, 5/10, 5/17, 5/22, 5/24, 5/26, 6/1, 9/19, 9/22, 10/2, 10/3, 10/4, 10/31, 11/17, 11/29, 12/11, 12/19.

      2019- 9/17, 11/5, 11/12, 11/18

      2020- 1/14, 1/27, 1/30

      2022- 8/12

      Business Response

      Date: 10/27/2022

      From Our Division Manager ***********************;I will be reaching out to this homeowner so I can put eyes on this concerns & go from there. Once I inspect I will provide further status. In the meantime we can reply with such & please input this address into FP. Thank You.

      Customer Answer

      Date: 11/03/2022

       
      Complaint: 18037775

      I am rejecting this response because: There hasn't been any attempts to contact me or make repairs. 

      Sincerely,

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

      Business Response

      Date: 11/09/2022

      From our Division manager *****************************:

      Back on 11/18/19 we had Concretions (Production flatwork company) go out & work order reads: Please inspect and send proof that haunches either exist or don't exist under the concrete. The whole front porch is sinking and cracking but this home was closed in 2015 and need this inspection and proof to take any further action. Thank you.  No further notes were inputted. Please note we can reach out for inspection, but being a 2015 home, we cannot guarantee any repairs will be performed. Please set up an inspection with one of our Reunion Techs, pending availability, then we can further provide status to this thread. Thank You.

      Customer Answer

      Date: 11/19/2022

       
      Complaint: 18037775

      I am rejecting this response because: the concrete company from 2019 only put a filler in the crack. This has been a problem since 2015 and the quick fix patches that Oakwood and Shazam keep trying to get away with is not fixing the problem. Yes I agree for you to set up an inspection with your reunion representative. I look forward to hearing from someone and having Oakwood honor their warranty and complete the job without just a quick fix patch. 

      Sincerely,

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

      Customer Answer

      Date: 12/07/2022

      I have no idea who a reunion tech is or how to find them? All the previous contacts I had have since changed. If they could send out someone or provide me with who to contact?

      Business Response

      Date: 12/16/2022

      From the Division Manager ***********************;

      As this is a non-structural concern within the 8-year stature, we performed the applicable/necessary repair (sealer) for a crack that did not meet the warrantable, 8-year nonstructural repair for this concern. We will gladly set up an inspection with one of our Reunion Technicians/Rep, &re-seal one more time as a courtesy, however, homeowner will need to continue to maintain this concern for the lifespan of the home.

      Also for Reunion you would contact your community experience manager which is ***********************

      Customer Answer

      Date: 12/22/2022


      Complaint: 18037775

      I am rejecting this response because:

      re-seal one more time as a courtesy is not a valid fix for this defect. As said before, it has been patched before and that is not doing anything because it is just a seal and the crack widens and the crack is not something that should even be there to be classified as homeowner maintenance.Im starting to wonder if there is also a foundation issue! Also, as said before, I am disabled and this is directly in the walkway to my front door, the sealant sinks in the crack as it widens and causes a trip hazard. This has been on the repair list since our first walk through at move in and is documented on the demo walk punch list sheet from 8/1/2015. It is also why we purchased a 1 year home inspection from a third party to evaluate and confirm that water pools at the front porch because the fall away in this spot by our front door has been affected by the settling/crack. Patching it is a temporary fix that is not working and it needs a skim layer of concrete to properly repair without re-pouring the whole the front porch. Due to the location and size of the crack, there is evidence that there could be a structural concern. There are many cracks in our driveway and back patio that could be measured as well but this front porch crack is the most significant one at more than a to an inch.Id like for ********************** to stand behind their build quality and honor their warranty performance standard guarantees. Referring to the warranty pg. ***** section A. PERFORMANCE STANDARDS 2. DRIVEWAYS AND EXTERIOR SURFACES 2.3 EXTERIOR CONCRETE
      b. deficiency: walkways/patios exterior concrete surfaces that settle in excess of 1 are deficiencies.
      Says that under warranty this will be repaired and according to the couple of concrete companies weve consulted with, the crack is wide enough that it needs a skim layer of concrete to repair and not just a filler patch.
      c. deficiency: excessive cracking of concrete, cracks in driveways/patios/or sidewalks exceeding in width are deficiencies.
      Due to Oakwoods high turnover with community experience managers, theyve changed many times and Ive asked repeatedly for some contact information. After several attempts, you have only given the name *********************** on this last communication. If you would get me in contact with *********************** to get this scheduled for warranty repair. Ive sent in warranty requests online and Ive left messages with customer service. Not getting any responses other than the few from you through BBB.

    • Initial Complaint

      Date:08/29/2022

      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.
      We were told in July that windows were still not in pushing the date of the closing, complete date and move in time back to the fall, they had no commitment from window manufacturer at the time. Since Oakwood was waiting on windows and gave us an estimate of potentially ***** weeks AFTER windows would be installed we all agreed this was well beyond expectations. All project leads at the time couldnt even get a date from the supplier, and we were told we could back out without penalty and would get our **** ****** money back under these circumstances. Only after we decided to follow through did things change and oakwood decided to change their position! This I assume was because a week after this agreement the windows were actually scheduled to be delivered.The reason for backing out were given at the time but to recap some items discussed were unknown closing date (with potential of exceeding even Sept), couldnt lock on a rate (with the rate increases there was a risk they couldnt afford home anyways as rates continued to go up) and of course having a newborn and actually needing a home, however contractually and verbal agreements we were told the time would exceed 10 weeks beyond our original estimated date given by Oakwood of July 12th.All we ask is that Oakwood keep their promise that we would get **** back, this might not be a lot of money for a home builder making empty promises but it is a lot of money for a growing family trying to make ends meet during these crazy times. Its a very desirable build and I have full confidence Oakwood would easily get this money back and more from a new buyer.I do believe we have commitment in writing in both email and text messaging.

      Business Response

      Date: 09/26/2022

      Purchaser was under contract with Oakwood Homes.  While under contract, purchaser, went under contract and closed on a resale property (**** *******).  Oakwood Homes asked buyer this they were going to cancel on the Oakwood Home contract.  Purchaser said no, they were moving forward.  Purchaser decided to cancel contract 2 months later. Purchaser is in default of not following contract terms.  Per contract,******* money is forfeited.

      Purchaser also signed a cancelation notice with Seller with the understanding ******* money is being forfeited.

      Per Oakwood Homes policy, if purchaser purchases another Oakwood Homes within in year of cancelation date.  Money will be credited to the new purchase.

      Thank you,

      *************************
      Vice President of Sales, NHC and Marketing 

      Customer Answer

      Date: 09/26/2022

       
      Complaint: 17794655

      I am rejecting this response because: the company continues to put things out of context and it's shame they are so shady.  We searched for another home AFTER they reported unforeseen and unreasonable delays, we didn't have any other reason to go into contract on another home AND we received approval to do so in WRITING from our rep, saying we would get our ****** money back.  ************ has low ratings for a reason and high turnover as well (we had many missed communications, missed walk throughs, no answers to our calls/text/emails for months at a time), if they treated their employees and customers better they might get a better rating, but since this response came from corporate its seems corruption is higher up the chain than the sales person we were dealing with, also they mention we signed the cancellation form, yes because they gave us a deadline of Sept 20th (original closing date) to do so (its not enough money to get legal representation).  We now see the same type of home listed for 100K more than our contract price, meaning this company will keep our deposit (which they said they would return) and potentially make a much higher profit on the build.  Not a company we would ever recommend or deal with again.

      Sincerely,

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

      Customer Answer

      Date: 10/04/2022

      My daughter is not an attorney and maybe the wording wasn't perfect, but she wanted to confirm a refund on the ****, you can see here that this was already discussed with Oakwood and agreed that we can move forward with another home, verbally and texting.  Just to be safe I suggested she get this in writing, which is the attached doc.

      Business Response

      Date: 10/06/2022

      Per the contract you agreed upon and signed, the sales representative has no authority over the contract.  All approvals must come from the seller.   

       


      Customer Answer

      Date: 10/08/2022

       
      Complaint: 17794655

      I am rejecting this response because, the sales representative works for the seller and had to contact the seller before committing to refunding the money, he did not just do this on his own.  It took almost a week for him to get this approval on his side to even send us this confirmation, so the internal miscommunications and mismanagement and turnover with this seller should not be at the buyers expense, on another note our realtor tried several times to contact someone higher up, only to be told that no one is available and to work directly through the sales representative.  The one senior manager that was helping us through this apparently left the company shortly after the seller started denying our **** refund (related or not is unknown).  Shady business practices and ripping off young growing families is not good business, also the misrepresentation of information and approvals has been on ongoing issue as the seller continues to make excuse after excuse even though they committed to a refund. 

      All customers are not attorney's and give the sellers benefit of the doubt on honest good business practices, if customers are told they will get a refund they expect the sellers/employees to have already discussed the contract and obviously be terminated once the deposit was approved/refunded.  If the employee didn't get follow proper protocols (which he told us he did) then again that's an internal business issue and should not be at the buyers expense.

      Sincerely,

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

    • Initial Complaint

      Date:08/09/2022

      Type:Sales and Advertising 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.
      For the last three years Ive been attempting to resolve open warranty items on my home. For the last 10 months Ive been unsuccessful reaching my assigned Shazam rep. Ive called the main line multiple times and been informed that the matter would be brought up to the managers attention for the team assigned to ************************* Ranch and no one ever calls. The open work orders are in the system. Verified every time I call. The ************************* Ranch neighborhood page is filled with issues and complaint with Oakwood and the warranty service company, Shazam. What needs to happen for this builder to act on their lack of professionalism and lack of construction quality? The warranty company has gone from bad to worst. The BBB should start investigating.

      Business Response

      Date: 08/15/2022

      Response:

      From Dillon ****** the Division manager in that area: Our records indicate that the home was closed on 12/14/2018.  Approximately 50 service requests have been completed to date. 

      I am sorry to hear you have not received a response.  Please use our ************* Line at:  ************* to set up your appointment.

      Customer Answer

      Date: 08/15/2022

       
      Complaint: 17696602

      I am rejecting this response because:

      There are still items pending from the same items that have been worked on this house from closing date. it has been impossible to reach anyone even using the number provided. I keep being told that they can see the orders pending and that someone will reach out to me and no one does. 

      Sincerely,

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

      Business Response

      Date: 09/23/2022

      Shazam Home Services called **************** on 9/23/2022 and she was updated we talked about her concerns and gave her an update.   Shazam has committed to calling back during the week of **** to set a work day for the open work orders. Thank you.

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