ComplaintsforWayne Homes

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing a complaint due to the lack of professionalism and customer service throughout the home construction process. My husband and I started the process with Wayne Homes in January 2021. There has been many areas that lacked full attention from Wayne Homes representatives thus causing a great deal of money, time, and travel wasted. The current issues is Wayne Homes is refusing to refund our $1000 deposit due to their failure to complete the banking process to construct the new home. We had to end the relationship with Wayne homes due to the following: Inconsistency in communication • Lack of proper customer service • Lack of sending proper documentation with the appropriate signatures and contractual specifications to banking lender per specified time indicated by Wayne Homes representative • Lack of professionalism when concerns arise • Lack of proper escalation to the appropriate party (i.e member of management) when issues arise • Lack of direction and customer care at the beginning of project • Lack of follow through throughout the course of the project-current (i.e constant calls or emails made by myself or husband in order to push the project forward and lack of effort from Wayne Home to close the project • Falsified verbal communications about sending pertinent documents or obtaining necessary documents to start the lending and building process(i.e applying for building permits, sending lender documents, obtaining necessary signature) • Due to lack of communication the bank lender had to reach out to them via email on more than one occasion and has not received the documents needed to date. Due to the lack of proper documents in the beginning, we have to start the process over with another builder, we settled on a home due to being afraid that the representative would not get drawings and changes back in timely manner. We have talked with the sales manager supervisor and we are completely saddened that we have to start this process over.

  

  Business response

  12/09/2021

  Thank you for the opportunity to resolve this customer situation.
  
  As a scattered site builder, Wayne Homes must address various lot conditions we may encounter and must complete all Buyer selections and final changes prior to submitting final contract to lender which may conflict with Buyer expectations. 
  
  As requested, the $1,000.00 deposit has been refunded and the Sales Manager working with the client called to acknowledge their complaint and apologize for the experience.
  

  Customer response

  12/09/2021

   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.

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