Custom Home Builder
Denyon Homes, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:10/10/2022
Type:Service or Repair IssuesStatus: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 home from Denyon Homes September of 2022. It is clear this builder is building too many homes, with too few employees. As a result, Denyon customers suffer. Other prospective buyers should understand what we went through and what we are going though. Here are ten of the issues that are top of mind. We either mitigated these issues (after hours of work from our side), or the issue still needs mitigation:1) Our address was/ is not recognized by any mapping service and most delivery and service providers. To this date we still cannot get **** contractors or other service providers to our home. Denyon could have submitted these addresses to the mapping authorities months ago. 2) We do not have high speed internet. Denyon spent zero time with local internet service providers to ensure wired internet was available to this neighborhood. We may have this in December.3) We did not have a **** mailbox for nearly a week after move in. Denyon never signed an agreement the **** sent weeks earlier. Incorrect information was given by Denyon to us about this.4) We did not have trash cans or service and continued to hear conflicting information from Denyon, the Village of ******* and ***************** 5) Flammable materials were used above and to install our water heater. Still not resolved. 6) Denyon did not check with the Village if they can connect downspouts to storm drain before doing so.7) Denyon damaged many trees on the property but did not hire an arborist to trim and repair/ save trees. 8) Denyon left plywood on home where concrete was to be poured. Received incorrect information about treating or leaving this on the home. 9) Denyon informed us our lot lines were nearly 30 feet from our home when they actually went 200 feet from our home.10) Denyon came to the home closing with a different amount of money than agreed to. If I hadn't cut them a big check we would have had to reschedule the closing. We no longer have that money.Business Response
Date: 10/31/2022
Thank you for reaching out to our company with the complaint that was received against Denyon Homes, Inc.
See attached, a letter in response to the complaint. We broke the complaint down to respond to each item one separately.
We also have attached all communications with Mr. ********** to show we have been in contact and have been trying our very best to resolve all issues they may have.
If there is any other documentation that would be helpful, please do not hesitate to reach out to me.
Thank you,
Customer Answer
Date: 10/31/2022
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.
- Many/ most of the responses from Denyon were either false or misleading. I would be happy to detail these discrepancies if it would be helpful. Thoughts?- Denyon is not an ethical company. They should not have an A+ rating on BBB.
Regards,
***************************Business Response
Date: 11/17/2022
We have just found the latest correspondence from you in our spam folder.
Sorry for the late response.
I am a little confused with ***** complaint. We have tried many efforts to solve every situation and as of this date we do not have an open warranty issue or complaints that we have been aware of. He has even called our office in the past couple days to request to walk his dog on some vacant land that we also own that is adjacent to his property.
Can you recommend what we should do next? We are really at a loss since we have communicated and solved all issues that were presented.
I appreciate any advice you can provide.
Customer Answer
Date: 11/17/2022
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.
I left you a message ****. Can you please give me a call? If absolutely necessary I can further document all of the issues with Denyon and detail exactly all of the places where they are lying to the BBB. One example is regarding the mail. I can connect you with the local Postmaster so you can hear from another how horrible Denyon is to deal with.
Regards,
***************************Customer Answer
Date: 12/01/2022
I hope all is well and you had a nice Thanksgiving.I am circling on BBB Complaint 18192323.As mentioned in my prior message, I do not accept Denyon's response. Nearly every one of their itemized responses included a lie or misleading information.Below I take their itemized responses and detail how they are either correct, misleading or an outright lie.I have since thought of something Denyon can do to remedy this situation. Our life at ************************* would be increasingly better if we had high speed internet. I would be willing to dismiss this BBB case if Denyon agreed to revisit the ******************** Agreement they created with Spectrum. If they pay to have the roughly $25,000 "tap" installed, so our subdivision can start to use Spectrum high-speed internet, I would be willing to dismiss this BBB complaint.Note that the existence of this ******************** Agreement (Spectrum Prism ID ******** between Denyon Homes and Spectrum is again (as stated below) proof they lied to the Better Business Bureau. It is unfortunate Denyon decided to defer the cost of this "tap" to the residents of this new neighborhood versus eating the cost upfront and ensuring their residents had the ability to have high speed internet in their new Denyon homes.Key:#)Original **** ListDH: Denyon ResponsePC: **** Response to Denyon1) resolved2) We do not have high speed internet. Denyon spent zero time with local internet service providers to ensure wired internet was available to this neighborhood. We may have this in December.DH: "The delay in high-speed internet has been outside the control of Denyon Homes"PC: This is blatantly untrue. We finally have evidence to prove this is not true.a) Contacting the ****************** in September, "on our behalf", seems to be a ploy executed by Denyon to make it appear as if they had no idea high speed internet would be an issue, when in fact we learned from speaking to Spectrum New Construction on November 29th (a call I made at roughly 1pm) tthat Denyon and Spectrum created a ******************** Agreement regarding internet service for the new Denyon Homes subdivision on Hinner Springs.b) We are having a hard time securing this document from Spectrum but are told it is regarding Agreement for Prism ID ******* and the responsible party at Spectrum is *************************************. Emails from myself, and other residents of this subdivision to ****** have not been returned.c) Apparently it was agreed, in this ******************** Agreement, that Spectrum would not provide this new Denyon Homes subdivision high speed internet until August of 2023.d) I was told by multiple ************************* employees that it is unfortunate the builder did not elect to put in the "tap" as the subdivision was being built. That it sometimes happens because it comes at a cost ~$20K.e) It seems Denyon was more than happy to defer that cost onto their new home buyers. I.e. Spectrum was willing to eat that cost come August 2023 when, by then, nearly all off the lots would be sold and likely occupied. I.e. it would no longer be just a handful of customers helping to slowly pay off the $20K tap investment, they would have ***** houses (prospective Spectrum customers) to justify the tap come August of 2023.f) All the while, Denyon could have agreed to pay for this upfront as art of the negotiated ******************** Agreement so their new home owners actually enjoyed living in this subdivision.g) I would add it is also disingenuine of Denyon to claim they acted in a forthright manner here as, they stated, "they have built countless subdivisions over the last 15 years". Would not ensuring high speed internet to the subdivision be a priority task as they began to construct the subdivision? Have they truly always waited for the first resident to move in and uncover the feasibility of high-speed internet being available or not being available to their new home owners?h) It is not as if they sold a 900 sq. feet home to a retired couple. We (a young family with two school-aged children) bought a 2K+ square foot home with four bedrooms and a finished basement. They knew we had a young family and that I worked for the one of the world's biggest software companies. They knew ********* didn't have an office in ******. Where did they think I would be working from?3) We did not have a **** mailbox for nearly a week after move in. Denyon never signed an agreement the **** sent weeks earlier. Incorrect information was given by Denyon to us about this.DH: We were waiting on approval of the address layout on the *** units before we were able to agree to the terms of the agreement. Mailbox keys were distributed during the closing of the home. Our explanation of this is shown in the attached email.PC: It is not the home-owners responsibility or even the post office's responsibility to ensure Denyon has a working **** mail/ mailbox solution for Denyon homeowners.a) If for some reason the post office is lying to me, and Denyon did actually execute the postal agreement and pay the post office the agreed amount of $, weeks before we moved in, it is still not an appropriate response for Denyon to say they could not provide us a working mail solution because they did not tie out with the postmaster.b) In fact, The local Postmaster (***) is willing to sign a letter if I bring it to him stating as much, that Denyon did not sign the agreement or cut a check to the post office until the day I moved in and complained I did not receive a mail box key for our mail box at the community "mail kiosk" at the entrance to our subdivision.c) Note above Denyon blatantly lies and says we were given a mailbox key at closing. That is 100% false. In fact, ****** told us to get in touch with the post office for our key. When I went into the local post office the morning after closing, to ask for a key, the Postmaster nearly lost it. He proceeded to call Denyon executives while I was in his office. Denyon did not answer but he left a scathing message imploring them to sign the agreement he sent weeks earlier and that it was not appropriate for his employees to send home buyers into the post office to get keys to a mailbox Denyon never paid or signed an agreement for.4) We did not have trash cans or service and continued to hear conflicting information from Denyon, the Village of ******* and ****************.DH: Denyon Homes does not have any role in arranging trash can delivery for the homeowner. It is a village requirement for the homebuyer to reach out to arrange for trash bins and pickup. ? Please see the attached email explaining that the garbage company has GPS records showing that their company stopped to pick up garbage however the bins may not have been placed out for pick up.PC: I have confirmed with the Village of ****** and with **************** that Denyon could have made this process much simpler for new residents but elected not to. That they (like everyone we talk to) has "had it up to here" with Denyon. We also heard conflicting dates from Denyon and the Village what day of the week pick up was scheduled for. We have since tied out with the Village. No action needed. Resolved.5) Flammable materials were used above and to install our water heater. Still not resolved.DH: Our plumbing contractor, Advantage Plumbing, has gone to their property and attempted to call the buyers. The plumbing contractor asserts that they have not received a response from the homeowner to schedule this. Plumbing contractor to replace PVC pipe with CPVC pipe.PC: It took weeks to get Advantage to our home to remedy this issue. The resolution started with our home inspector being bullied by Denyon. "We've always done it this way", etc. Later, as demanded by The Village of ******* Denyon finally agreed to rectify this issue. It has since been corrected.6) resolved7) Denyon damaged many trees on the property but did not hire an arborist to trim and repair/ save trees.DH: During the process of clearing land for development, our excavators do take care to not damage any trees beyond what is necessary for development. We feel that retaining as many trees as possible is favorable to selling homes within the subdivision. Per the contract, as it states that the buyer is responsible for all landscaping and finish grading after closing.PC: We disagree that trees are covered by the statement "landscaping and finish grading". In fact, not only have we learned Denyon damaged several tree branches, that are now causing one or several of the trees to rot, Denyon left several hollow or nearly dead dangerous trees on the property, just waiting for a snowfall or windstorm to knock them down. We are working to secure estimates for this arborist work and plan to share the cost back to Denyon for reimbursement as part of our one-year home warranty.8) Denyon left plywood on home where concrete was to be poured. Received incorrect information about treating or leaving this on the home.DH: The plywood on the home is a treated plywood material. This was left as plywood for the future patio / retaining wall that was to be installed after closing.PC: I asked ******* from Denyon homes several times if they could just remove the plywood and seal the resulting holes with concrete patch. He ensured me it would not be an issue to leave it there and pour the concrete patio against it. I was fairly certain he was wrong but he said time and again it was not an issue.a) Fast forward to getting concrete estimates for the patio and sure enough, literally every concrete firm that came buy aid that plywood had to come off the wall.b) If left, the wood would degrade over time and the patio would be more prone to crack.c) Given time being as tight as it was, and Denyon's repeated stance it would not be an issue, I ended up raking all of the stone away from the house (that had since been poured by the hardscaper for the concrete firm), and covered the plywood with black "ice and water shield" asphalt paper. This cost be a couple hundred bucks, a few hours of work and drive time back and forth to *********** not to mention that when you look at our house there's now a 2-foot section of the home where you see this ugly black asphalt paper. Just another "bonus" of living in a Denyon home. Resolved.9) Denyon informed us our lot lines were nearly 30 feet from our home when they actually went 200 feet from our home.DH: We are not aware of anyone at Denyon Homes that informed the buyer of the location of any lot lines. We do have subdivision maps which provide a general idea of where lot lines would be. Exact location of lot lines would need to be determined and marked by a professional land surveyor.PC: Here again, I can say with 100% certainty that ******** our main point of contact from Denyon, pointed to temporary wooden strips stuck in the ground and claimed our lot lines were then ~30 feet from our home. IN the future if Denyon employees are not certain about lot lines they should not say anything. Even better they should be trained to direct home owners to find the surveyor stakes we eventually found. Resolved.10) Denyon came to the home closing with a different amount of money than agreed to. If I hadn't cut them a big check we would have had to reschedule the closing. We no longer have that money.DH: This issue relates to the closing documents prepared by the ************* indicating that the buyers should get a credit at closing to be used for the purchase of appliances. However, Denyon Homes had already installed the appliances prior to closing. Therefore, without adjusting this the homebuyer would have received a credit for appliances in addition to the appliances already installed. Denyon Homes Transaction Coordinator was present at the closing and explained and resolved this with the buyer at the time of the closing. Additionally, the buyers REALTOR, as a representative of the buyer, was present and assisted in resolving this situation.PC: Nothing stated above actually clarifies the issue or resolution. They are sharing misinformation and yes, stating facts like the fact that our realtor was present. At the end of the day, Denyon does not pay attention to the details. They sacrifice their homeowner's experience knowing they have a captive market and don't give two rips about their homeowners. IN fact, i was poulled over for going a little too fast on a local road, ********** officer asked if we were new (old adress still on my Drivers License) when he heard we just bought a ********************** Home he felt so bad for me that he let me go with a warning. He had the same experience with Denyon, encouraged me to build my list of work that was needed and turn it in th every last day possible. What a sorry excuse for a AAA Better Business. Seems these ranking may not mean much anymore. Resolved.
Denyon Homes, Inc. is NOT a BBB Accredited Business.
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