ComplaintsforWilliam Ryan Homes Wisconsin, Inc.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is *********** in *************** Lot 13 (W241N5660 **************, ******, **) by William Ryan Homes, I encountered some ** issues during the week of June 19th, the technician identified one capacitor was broken on the ** unit. However when the technician check my Lenox ** unit, it was not registered at all when it was installed (which I should be able to get the ************************************************** the contractor). While he said I should be able to get 5-year warranty even without registration, however the unit was purchased in 2018 by the builder or William Ryan Homes, it was just passed the 5 year time frame, I closed my house in August 2019, it is definitely less than 5 years. Anyway, I must pay the part and their work for my ** to running, I am asking William Ryan Homes and attached the invoice of the repair work to get my loss to be reimbursed. Also I need get my manufacture warranty back for the future. I contacted William Ryan Homes by phones/emails/ their myhome24-7 website, but nobody reply me or contact me after messages.

  

  Business response

  07/27/2023

  Hello ***!

  We're so very sorry that you have issues with your AC unit! 

  We're also very sorry no one has reached out to you.  It looks like you sent your email to employees that no longer work for the Company.  It's important that you ************* that all claims against your Warranty are sent through MyHome24-7.com, so that all of the appropriate personnel can reply.

  As with any Warranty or Insurance there are Homeowner Responsibilities involved that were not followed.

  3rd Party Warranty registrations (furnace, roofing, faucets, appliances as example), that can extend the 1-2-10 Warranty on your home are left in the house for you at the time of closing, so that you complete them and send them to the manufactures.  Most of these Warranties are non-transferable, so that is why you as the Homeowner needs to complete them.  You also want those registration dates to be the date you start using the home, not when we're building your home. 

  This was reviewed with you and acknowledged by you at the time of your Pre-closing Orientation. 

  The Warranty also calls for the Homeowner to service their AC unit yearly in order for the Warranty to remain in effect.  Had this occurred there would have been notice after year one that the Warranty had not been registered and you could have done so at that time. 

  While we are extremely sorry for your situation, it could have been prevented had the homeowner followed the written instructions on how to maintain their warranty.

  Should you have any additional questions, please feel free to contact us through your customer service portal **************

  Your ************* TEAM

  William Ryan Homes, Midwest.

  Customer response

  07/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First, please stop lying. I was not only sending emails with this situation, I also sent similar notice through "myhome24-7.com" in the same time, I copied many warranty contact, coordinators, sale representative as well as the customer relations manager. Even in the email you mentioned someone left, I copied many people as well.

  Second, nobody told me I need to register the ** related warranty during pre-closing, the most impression I remember is the project manager refused to solve the floor floating issue and threating that if I did not agree, I will not be able to close my house. I had 2-3 times ** service in the first 2 years after I closed my house in 2020 and 2021. No one reminded me as well this as well, I had only been told that "controlled comfort" **************** based in ******* will not service the community anymore during their last visit. 

  As I stated earlier, I think my claim is reasonable, I don't think William Ryan Homes (such a big company don't care its reputation) lying and treating their customer always like that. 

   

  Regards,
  
  ***********

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a house from William **** and closed on 10/27/21. On 10/22/21 we had our pre-closing walkthrough. During the walkthrough we notified William **** of 8 items that were not done to specifications. On 10/27/2021 we closed on the house, none of these items were fixed and we discovered when the exterior was completed after the 22nd they forgot to install gutters. A month later and only the gutters have been installed and a grouting issue fixed. When trying to install the garage door, it was discovered they made the opening to the garage the wrong size. We've sent multiple emails regarding the outstanding items that were pointed out during the walkthrough and were submitted through the website. We keep getting told they'll look into it, and that we're at the top of list, but we can't get an ETA or any evidence these items are being addressed. We were told the ** would be calling us to address our concerns, but it's been multiple days and she has yet to reach out.

  Customer response

  12/13/2021

  We've been in communications to resolve our issues, but no items have been resolved as of today.

  

  Business response

  12/13/2021

  Thank you for the update *****!

   

  As scheduled, we will see you on the 15th with your new garage door and other miscellaneous items.

   

  Your William Ryan Homes Warranty Team!

   

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired William **** to build a house for us about 5 years ago. We closed on this house in April 2016. We have lived in this house for the last 5 years. In the last few weeks mold began growing out of the baseboard in our mudroom near an exterior door at the back of the house. On further inspection it became apparent that moisture had been getting in around the door. I bought a new door and hired a handyman to replace it. When the handyman removed the door, he found that the subfloor under the door threshold was rotten. The flashing around the door was inadequate and poorly installed. When I removed the floor, I found that water had completely rotten the rim board under the door, that rot had started to undermine the exterior wall on either side of the door. This is negligence, the builder did not install the door in a workmanlike manner when the house was built, and the builder refuses to be accountable for this and has denied "my claim". I have not discussed resolution with them.

  

  Business response

  11/03/2021

  **********************:

  We're extremely sorry to hear you are having issues with the rear door of your home.  We did come out an examine this situation and find no issue with the installation of the door.
  

  The issue is with the temporary ledger board that is installed as a place holder on homes that have look out / walk out exposures.  ********* is installed as a place holder for the future deck that homeowners will install on their home to reach grade, being that this door was several feet up in the air.

  We install this temporary ledger board as place holder because if not in place, then a homeowner would have to remove siding and install trim when putting their deck on.  This is meant to make it immensely easier on the homeowner to personalize their home after closing. 

  This ledger board is meant to be temporary.  I can't imagine that anyone would consider that the door would be left in the air with no access to the outside or grade for 6 years.  Had a deck been installed here, as intended, it would have been flashed properly when the ledger board place holder was removed and the deck installed.

  We're truly sorry for the situation, but this is not a warrantable situation.

  William Ryan Homes

  Warranty Team

   

   

• Initial Complaint

  06/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase our home 4 yrs ago and no follow up for the 1 yr warranty items, I have worked with several people all saying they are going to get to us and several promises that they are finally taking care of our neighborhood but then no info since. We even go an email stating to be patient and that was a while ago no one has been in contact since we are tired of waiting for things like drywall to be done so we can paint

  

  Business response

  07/20/2021

  Hello ******!

   

  I apologize for the delayed response, I wanted to review your file before responding.

   

  Yes, I did send out that email and we made good on the promise to take care of all of the outstanding warranty.  The snag with yours is that it is not showing as outstanding on any reports.  I also checked for any communication from you from our MyHome24-7.com website portal as well as our Warranty email database and didn't see anything.

   

  I did check the ************** database and do see where you submitted 2 claims in 2017 and 2018, which must have been misplaced by previous management.  Please accept out apologies of how previous management handled your claim.   Without any follow up communication or requests by you, new management did not know that your claims were outstanding.   We are extremely sorry!

   

  I am going to have our ******** ******* reach out to you and set a time for him to review these items with you.  Please be assured that any warrantable items (as warranted at time of submission) will be taken care of!

   

  Please allow them 2 weeks to work you into their schedule.

   

  Again, please accept our apologies and we will work to complete these items.

   

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

  William Ryan Homes Wisconsin

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