Complaints
This profile includes complaints for Wayne Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/23/2024
Type: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 received and accepted that Wayne Home will reinspect my complaint on July 1 at 11am. This is just a step in resolving my complaint that they are not honoring their 10 year construction warranty. Until the reinspection, this remains an open complaint.another water test and puts camera up drain.they bother say looks good. I see mud. They say that's common. Water is not exiting east drain, but they say that's OK because it's going around that drain exiting to the south drain probably because the east drain is higher then the south.Then why the floor and wall. They don't know. They want to come back when there's a heavy rain. On June 17 I contacted WH again. I discovered my northeast corner against east side was cracking, had water and was lower than the main floor. Returned call Tuesday and can't come until Thursday. Thursday morning he looked at the corner and told me that that's very common. After all this I asked what Wayne Homes was going to do. T
hey would help me find to fix it, but they would NOT pay for anything. As a person with asthma, I cannot risk mold forming & coming up through my air conditioning. I am not asking that they replace the whole drain system, but rather help mitigate the cost of 40 ' of problem area.
Business Response
Date: 06/26/2024
Thank you for the opportunity to respond to our homeowner’s
concerns. We regret that our homeowner feels their concerns have not been
addressed.
Our Director of Construction has reached out to the
homeowner and set up an appointment for Monday, July 1st at 11:00 am to
further inspect her concerns.
We understand building a home can be stressful and at times
daunting, which is why we pride ourselves in our excellent customer service
ratings both during and after construction is complete.
Wayne Homes proud of its 50 years of experience in providing
exemplary service and addressing issues and concerns when they arise.Customer Answer
Date: 07/05/2024
I am rejecting this response because:
Yes, they came as they said they would. But, why is the question. It was obvious they had already had their minds made up. I believe this visit was only to be able to retain their BBB rating by responding to the complaint. I got the same "pat" answer to all my probing questions but no proof to back it up. They assume that they always follow the specifications and there's never an error made. But still cannot explain satisfactorily why ~40' out of~ 200' perimeter leaks water. With my warranty running out shortly, the resolution is that I will deal personally with it as I continue to voice my opinion for people, friend or foe, considering this company, turn and run as fast as you can the other way.Business Response
Date: 07/16/2024
While we regret that Ms. ********* is not satisfied with the
coverage of her waterproofing warranty, we as well as the water proofing
company have determined that the cause of the concern is not a waterproofing
performance issue but rather a site condition of unknown origin. The area
of concern is a result of wicking from ground water from below the footer and
creating dampness on the bottom course of block in one area of the
foundation. Water testing from above grade demonstrated that the waterproofing
is working as prescribed as well as the footer drain which was inspected with a
camera. The water is coming from below the foundation and is being
mitigated by the sump pump. The sump was monitored to run approximately
every 8 minutes during our recent inspection which in abnormal considering
there were not any significant rain events leading up to and including the day of
the inspection and the above grade area was noted as very dry. It should
also be noted that we have not received any warranty requests for the
waterproofing issues until October of 2023 which was approximately 9 years
after the home was completed. Our records show that our local Warranty
Manager inspected the issue in October of 2023 and determined at that time the
negative grade in a few areas was the only explanation for the perceived
waterproofing issue. A waterproofing manufacturer representative came to
the same conclusion during a separate site inspection. We have offered to
help Ms. ********* get in touch with a contractor who can help her further, but
she has declined this offer and requested we leave the premises.Customer Answer
Date: 07/18/2024
I am rejecting this response because:
As always Wayne Homes use their double talk to get around the real issue. From the 1st meeting with Wayne Homes rep *****, he said he thought but wasn't positive, it was a Drain Tile problem as the walls showed NO dampness. For Wayne Homes to continue to refer to my complaint as waterproofing warranty is misleading. This complaint is NOT against the waterproofing but the construction and installing rhev drain system. I refuse to be talked to as a 2 year old or a stupid woman with the same answers, " water runs to the path of least resistance. " so when that fails to explain the sitution, blame it on the "site". Mr **** insisted that my property as unique soil, not true found in several areas of ****, that contributed to the problem. It is deemed acceptable for building a house, if specifications are followed. I still believe that either there is not enough porous filler under or over the drain pipe to prevent the soil from clogging the drain holes. Don't know where 8 minutes sump runs came from . I was with these two men and at the time did I see anyone look at a watch or make a note. I did not request they leave, there was nothing more to say since they still blamed the site. As to date I have not received a written review or formal proposal as promised. As far as using any information Wayne Home would provide, why would I ever trust Wayne Homes or any company associated with them to correct the problem? Although this complaint remains unsatisfied, BBB please close this complaint, my health cannot deal with the stress of dealing with this company.Initial Complaint
Date:06/23/2024
Type: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 have agreed for a home meeting 7/15/24Homes and Eco Seal refuse to do anything. They want me to waterproof the inside of the basement to essentially waterproof their failing 30yr warranty waterproofing.Business Response
Date: 07/01/2024
Thank you for
the opportunity to respond to our customer’s concerns.
Our local
Construction Manager has spoken with this customer. We have scheduled a mutually agreeable meeting on July 11th between Wayne Homes, a
third-party engineer, and the customer to evaluate the concerns again in regard to the basement wall and formulate a plan of action to address these
concerns.
Wayne Homes
values customer feedback and remains focused on our 50-year history of
providing a quality product and service after move-in. We apologize for
the customer having to reach out.Customer Answer
Date: 07/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and we have agreed to have a home meeting 7/15/24.Initial Complaint
Date:10/13/2023
Type: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.
Built a new home with Wayne Homes and moved into it back in April of 2021. Had some items that were not completed at the time and did address a couple of them and get completed but a couple things were not completed. Well Wayne Homes also offers a so called 2 year warranty and will come back and fix issues that arise . 1.We have 2 interior doors that were delivered on 11/7/2021 that has not been painted or installed. 2.Had issues with the furnace vent layout within the home. Had a floor heat vent located on a interior wall. then the thermostat located right above it and a return air vent located directly above that. had trouble controlling temp in house as it was blowing across the thermostat .They sent the contractor out and moved it to a front small room instead of the large main room. Now the sun shines in on it in the afternoon/evening and gets false readings.So basically poor layout and basically to bad it is moved. 3.Roof leaked and came and fixed after many calls and contractor saying he was here but wasn't cameras don't lie.He finally did show up once pinned down. 4.these were issues from ************************************ painted Jump ahead to 2023 when I called in on March 16,2023 for the warranty issues to get fixed. Keep getting runaround that will reach out to **** and reaching out to painter. I have called several times including 3/16 , 5/1, 6/6, 8/18, 10/2,10/3, 10/9. 5.Pella window leaks itself and I have to pay to have it fixed since they say out of warranty. 6.Many s**** holes in drywall that have popped, wall to ceiling meets with pieces coming down ,garage drywall where roof leaked needs fixed ,bottom garage service door threshold part of it missing, 7.Got the good glue down vinyl flooring which has separated and can see flooring/glue underneath but the manufacturer looked at it and said that's normal so stay away from their good vinyl flooring I AM SURE THEY WILL SAY REACHED OUT BUT MAIN QUESTION IS WILL THEY DO ANYTHING ON THE ISSUES.Business Response
Date: 10/20/2023
Thank you for allowing us the opportunity to address our homeowners concerns. We had the opportunity on 10/16/23 to speak with our homeowner to apologize for the delay regarding their concerns and set a mutual appointment on 10/23/23 to inspect and address. We look forward to completing all outstanding items for our homeowner in the very near future.
We will continue to improve upon our response time and always strive to complete all outstanding issues within a reasonable timeframe.
Initial Complaint
Date:07/07/2023
Type: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.
After the initial sales meeting and selection meetings the actual build has been a nightmare. Very little communication. Lengthy delays due to neglect to do their part specifically hire competent subcontractors and not getting permanent power hooked up until two months after it should and could have been. Literally everything inside the house had to be redone due to poor craftsmanship and damages. Build should and could have been completed two months ago. Things outside the house needs done yet even. Lack of care and concern from management is an understatement. At this time of filing this complaint the house still isnt done with issues not resolved that were made clear to project and regional manger months ago. Paying rent and mortgage along with two power bills for three extra unnecessary months is ridiculous and draining. Contractors leaving front door open with ax running for days until I found it is inexcusable as well. *** made many attempts to be communicate my concerns and unhappiness with the poor quality of work with no resolution. Something needs to be done and done now to rectify this mess. Attached pictures are only some of the many issuesBusiness Response
Date: 07/14/2023
Thank you for allowing us to address our homeowner's concern. Our local Construction Manager as well as Regional Director of Construction have reached out to this homeowner, scheduled a time to meet and addressed all his concerns. We have since come to a mutual agreement, have finished and closed on his home. Wayne Homes values customer feedback and remains focused on our 50-year history of providing a quality product and service. We apologize for the customer having to reach out.
Initial Complaint
Date:06/05/2023
Type: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 rejecting this response because: the company has not completed their response yet. Upon completion of fixing the issues, we would gladly give a feedback. Due to hearing promises in the past and hardly any resolve we are skeptical to accept the company's response. Example...they did reach out and scheduled a meeting for June 18th 2023 then called on 6.12.23 to change it to 6.22.23. This presents doubt in our mind again.
list all the issues. We have requested the someone from Headquarters contact us and nothing to date. The construction Supervisor has told us that there
are just somethings that you have to accept as wrong. We did not sacrifice to build our forever home and have someone to tell us that this is just how it is. Poor workmanship and poor business practice have made us regret doing business with Wayne Homes. We have talked to other who have had there homes built by Wayne Homes and they all seem to have similar issues as our. Some of these people are not even local to us, from the other side of the sate.Business Response
Date: 06/13/2023
Thank you for allowing us a chance to respond.
Upon receiving this report, we immediately reached out and
set up a mutual appointment at their home for Thursday June 22nd,
2023. We will identify any floor and wall squeaking issues. We did
explain that Wayne Homes does not guarantee a squeak-free floor, but in the
interest of customer satisfaction, we will address. Other concerns
will be assessed at this meeting and corrected or planned accordingly.
Wayne Homes values customer feedback and remains focused on
our 50-year history of providing a quality product and service after move-in.
We apologize for the customer having to reach out.Initial Complaint
Date:04/23/2023
Type: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.
The business did come out and make repairs. The consumer considers the matter resolved.Business Response
Date: 05/02/2023
Thank you for allowing us a chance to respond to this customers concerns.
We have reached out to the customer and set up a mutual appointment at their home for 5/8/23. We will Identify any floor squeaking issues and make a game plan to address if necessary. I also explained our warranty does not guarantee a squeak-free floor, but in the interest of Customer satisfaction, ********************** will address where possible.
Wayne Homes values customer feedback and remains focused on our 50-year history of providing a quality product and service after move-in. We apologize for the customer having to reach out.Initial Complaint
Date:04/18/2023
Type: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 a home buil* by Wayne Homes in *************, **** 5 years ago. We now have 2 windows and a double door *ha* needs replaced and repaired. The will no* help me in *his ma**er because *hey no longer ins*all ********* Windows. I wonder why? because *hey are junk? This is *he company *hey used. bu* now don * s*and behind *hem. I am *rying *o deal wi*h *his company righ* now. Which I have a feeling I ll be wri*ing a complain* on *hem *oo. Also, whi*hin 6 mon*hs *he corner of our walls had long cracks in *hem. Wayne Homes repaired *hem *wice. We now have 2 differen* walls doing *he same *hing. Was *old *here s no*hing *hey will do as *he 2 year warran*y is up. We buil* a new home because we are ge**ing older and didn * wan* *o be dealing wi*h all *his. i would never recommend *hem *o anyone. We should of known when we had so many problems as *hey were building our dream home *ha* has *urned in*o a nigh*mare.Business Response
Date: 04/24/2023
Thank you for allowing us a chance to respond to this customers issue.
Our local team has been in communication with our homeowner. They have scheduled a mutual appointment on April 27th to inspect the drywall concerns to determine if there are any underlying causes and address, if necessary. We also will continue to assist them with their claim with Silverline windows to have their windows and door concerns addressed.
Wayne Homes values customer feedback, looks forward to addressing any potential concerns and remains focused on our 50-year history of providing a quality product and service after move-in. We apologize for the customer having to reach out.Initial Complaint
Date:03/14/2023
Type: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.
I am rejecting this response because: Thank you both for your response and action thus far. Just to clarify, the issues are both floor and wall squeaks and the warranty does not specifically address floor and wall squeaks as not being or being warranted. I have emails from Wayne Homes Customer service confirming that squeaky floors and walls are covered under the "Fit and Finish" portion of the warranty. It is not a "specifications" issue as stated in prior BBB and Wayne Homes emails. I will be meeting with **** the Sr. VP of construction tomorrow March 24, 2023 at 9:00 am. I am hopeful these simple issues will be resolved tomorrow.
Regards,
**** ******
************
s completed, we were told that squeaky floors and walls were covered under the Fit and Finish Warranty and that if the repairs were not made by the end of the 2 year warranty as long as the repair file was still open it would be covered. Now **** is saying it is not covered and they will not be back to make repairs.Business Response
Date: 03/23/2023
Thank you for allowing us to respond to our homeowners
concerns. Our VP of Construction had an opportunity to speak with the homeowner
on 3/16/23 regarding their concerns. We took the time
to explain that our warranty does not cover floor noises but, in the interest
of customer satisfaction Wayne Homes will attempt to address those that fall
outside of acceptable tolerances.
We felt it was warranted to setup an onsite meeting to
determine what, if anything, could be done to address their concerns. We have a
meeting setup with the homeowner on 3/24/23 @ 9am to review floor noises. We
look forward to meeting with them and resolving any concerns.Business Response
Date: 03/29/2023
Our VP of Construction completed a site visit with our
homeowner on March 24, 2023. In the interest of customer
satisfaction, we identified a couple of areas that we will investigate further
to see if we can reduce wall/floor noise. Our warranty Manager will setup an
appointment with the homeowner to review those areas and make an attempt to
reduce or eliminate wall/floor noises to the best of our ability.Customer Answer
Date: 03/29/2023
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.Initial Complaint
Date:02/26/2023
Type: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 consumer states that the business did come out and it claims it fix the crack. The consumer states that it is not fixed and that she also has other ones showing up at her home. She believes the business just covered over the crack with caulk instead of fixing it as it should be fixed. She doesn't believe the business knows what it is doing. The situation is not resolved.I asked if I could speak to the President of the company because we have been having a hard time getting our new home repaired correctly and was told no. How can they send someone to do the work and it’s not done correctly and not send someone back out because they say they have a one time policy. Well they need to send a professional out who knows how to do it correctly the first time. We are really stressed because we can not get anywhere. How do you show your new home to people with holes, cracks, nail pops and squeaks every where. Seems like this is a norm for Wayne Homes. If possible, please help us get this resolved. Thank you.Business Response
Date: 03/08/2023
Thank you for allowing us a chance
to respond to this customer’s issue.
Our local Construction Manager and
Warranty Manager have spoken with this customer. They are scheduling a
day in the upcoming week for a mutually agreeable meeting between Wayne Homes,
our Trade Partner, and the customer to address the drywall and floor
squeaks We confirmed with the customer of this plan and they
agreed. We also explained our warranty does not guarantee a squeak-free floor, but
in the interest of Customer satisfaction, Wayne Homes will address where possible.
Wayne Homes values customer
feedback and remains focused on our 50-year history of providing a quality
product and service after move-in. We apologize for the customer having
to reach out.Business Response
Date: 12/12/2023
Thank you for allowing us the opportunity to respond to our
customer’s issue.
I have reviewed our company records and they indicate the
original issue was brought to our attention on 3/6/2023 through a previous BBB
complaint. On April 5th, 2023, we completed the service request and
have not heard anything from the customer. We were not made aware that the
issue had resurfaced until being notified by the BBB on 12/11/23. Our Warranty
Manager and Construction Manager are reaching out to the homeowner to set a
mutual appointment within the next week to inspect the issue and determine the
next course of action. We will also take this opportunity to review the Warranty
Service Request process with our homeowner to ensure we are able to address
their warrantable concerns appropriately.
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