ComplaintsforDiyanni Homes

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Despite having emails from Janna M**** and Patrick ***** (******* *******) and documentation that Diyanni Homes would pay for the electrical connection to the house, they refuse to pay the invoice of $2499. As the home owner, I had to call to establish electrical service and thus this charge will harm my credit rating unless I pay for the invoice. Diyanni has said since they already paid for this work since they dug the trench, but I spoke to the electrical service provider (AEP) and they said there is one charge only for the connection. As there is only one charge on the Land Improvements Estimate document, Diyanni should pay this invoice ASAP. The documentation that has been uploaded shows how the charge for electrical installation was changed to Diyanni Homes. I also have emails that I cannot upload below but will gladly with BBB.

  

  Business response

  10/11/2023

  Thank you for providing us with additional information regarding the payment discrepancy related to the electrical connection for your home.
  After reviewing the "Land Improvements—Pay Diyanni" Change Order, we understand that trenching and conduit installation for the secondary electric were indeed carried out as part of our project scope. This work was efficiently performed by Central Ohio Gas Line Services LLC, which DiYanni Homes promptly covered the costs associated with this service as contracted in the “DiYanni Land Improvement” Change order.
  Subsequently, AEP completed the installation of the service wire within the conduit. Noted in the land improvement budget sheet, under category “Electric Connection to service provider costs (aid to construction)”, a monetary amount was budgeted in your contact to help cover the costs for the service provider AEP connection fees to get power to the site, transformer, connections to the temporary and permanent service to house. This was classified as a "customer pay direct" item and reviewed with you at the land improvement orientation. 
  This means that this specific part of the project falls under your direct responsibility as the homeowner.
  
  We want to assure you that we are committed to resolving any outstanding issues fairly and equitably.
  If you have any further questions or concerns related to this matter, please feel free to reach out to us. We are dedicated to working collaboratively with you to ensure that all aspects of this project are addressed to your satisfaction.
  Thank you for your continued communication and cooperation in resolving this.
  
  Sincerely,
  Diyanni Homes

  Customer response

  10/12/2023

  I am rejecting this response for the following very clear reasons:

  1) The AEP invoice (attached) is for underground installation; it is not for the installation of a transformer, the installation of an electric temporary pole (which we never had), nor for connection of electricity. It is for UNDERGROUND INSTALLATION.

  2) The email response from Patrick B**** (attached), the ******* ******** clearly states that Diyanni is responsible for both the primary and secondary installation

  3) AEP indicated there would only be one invoice for the electrical installation.

  4) The work that Diyanni refers to in the Land Improvements (attached) is estimated to be $600. The work for trenching is estimated to be $2720. The actual AEP invoice is for $2499. Given the invoice lists "Underground Installation" that includes information regarding the length of the trench, the estimates and the description clearly indicate this is referencing the trenching work.

   

  Regards,
  

  **** ****

  

  Business response

  10/24/2023

  The AEP work ticket clearly states it is for supplying facilities, which also means wires and connections. It does not mention the charge of digging the trench. DiYanni Homes contracted and paid Central Ohio Gas to perform this task required by AEP. On most scatter lot construction sites, AEP requires an outside party to dig the trench and will not perform this task "in-house".
  The Land Improvement Estimated Cost Document clearly states under Item Name: Electric to House Underground Trenching: Customer Budget Pay Direct As previously stated, Under notes, it also states this includes underground trenching and conduit from transformer to house. The total cost was estimated at $2720.00. A customer-pay direct item is to be paid directly by the customer. The electric connection charges on the attached Land Improvement Document is also listed as a customer-pay direct item and was estimated at $600.00
  Per Central Ohio Gas, the $1400 was for the gas line to be run.
  The email in builder trend you are referring to sent to ***** ***** on 12/13, states:
  We received an invoice from AEP for the trenching work (see attached invoice). However, this item was one of the items that were “flipped flopped” from a customer budget direct item to an item to be paid by Diyanni (see attached Change Order, the attachment and email correspondence below, and a spreadsheet I created detailing those items that flipped.)
  
  You refer to the attached invoice from AEP as trenching work. As stated previously, AEP did not perform the trenching work for your build. This was performed by Central Ohio Gas and the cost of that work was contractually paid by Diyanni. The attached AEP invoice you are referencing the installation of the underground facility. The AEP invoice amount of $2,499.13 does not include trenching and is considered a customer direct pay item as stated in your signed land improvements contract.
  The land improvement does clearly state DiYanni's responsibilities and the customers responsibilities. Lastly, DiYanni Homes advised the ****'* during the land improvement orientation to meet with AEP prior to the start of construction to obtain aid to construction costs. AEP mandated the customer to use a different transformer location than the closest transformer DiYanni Home assumed would be used. 

  Sincerely,
  Diyanni Homes
  

  Customer response

  10/30/2023

  I completely and wholeheartedly reject Diyanni's response.
  

  They completely ignore all evidence to the contrary, yet provide no evidence of their own.

  They state that the work is a customer direct pay item, yet ignore the fact (and evidence) that the item listed in the Land Improvement Estimates was switched to a Diyanni pay item. (See email from ***** *****.)
  

  They also ignore the fact (and evidence) that ******* *****, the DIYANII ******* *******, responded to an email from both me and ***** ***** stating that it was an item to be paid by Diyanni (see email provided). That email had the AEP invoice as an attachment! I've provided that email, and Diyanni has access to that email in Buildertrend, but refuses to acknowledge it.

  The transformer was moved not because of the customer, but because ******* ***** mandated it. He said it would save us a couple of hundred dollars off of our Land Improvement costs, which were estimates. Of course, when the construction was completed, Diyanni said those were not estimates, but actual costs. I recommend that BBB investigate that practice, as it appears to me to be fraud. In fact, if Diyanni is portraying these costs to be estimates, but they are actual costs, then I wonder if a class-action lawsuit is warranted. BBB should investigate that as well.
  

  I've provided evidence of the changes to the Land Improvements in terms of customer direct to Diyanni pay items, the email from ******* ***** where he confirms the invoice (which was attached) is a direct Diyanni pay item, and the invoice for the Central Ohio Gas installation. Diyanni has provided NO evidence of anything -- no receipts, no email, nothing.

  In order to protect my credit rating, I had to pay the AEP invoice, as the account is in my name. I will be seeing Diyanni in the Delaware County Small Claims court. Once the judge sees the evidence I have provided, and the lack of evidence Diyanni has provided, I am 100% certain the judge will rule in my favor. I look forward to that day.

   

  **** ****
  

   

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed our contract in August 2020. We did not get into our house (which was rushed by builder) December 2022. This was not a covid delay or product delay. This was mistakes after mistakes made by the builder/contractors. We had 8 projects managers. We were lied to many many times. We tried to reach an owner on several occasions. We were only successful in speaking to one once, which we feel at this point the “act” was all for show because we have not heard from the him since even after several attempts. We still have several items (over 100 items) that need completed (just to finish the home) that were to be addressed starting the beginning of January 2023. Some are larger items. They have only addressed a hand full. We have had extremely bad communication from Diyanni and are still struggling with getting our house fully completed. They seem to not care about getting it done. The entire building process with them has been a nightmare and to write it all out, I don’t have the space on here to fit it all. I would never do business or recommend this company and have no idea how they have the rating they do. We have been extremely patient and understanding but they have taken advantage of that. All we are asking is for them to stand by their word and make things right and get the house finished and they seem to have no plan to do so. We have asked for updates since we took occupancy in December and if responded to , we have continued to be told “we are working on it” or “we plan to have a crew there next week” and no crews ever show. The nightmare this has been would seriously sound like we made it up because every aspect of this build has had issues. To the point contractors were contacting us because they couldn’t get ahold of the builder. They were threatening to put leans on our house because of Diyanni not paying them. This was all before we even had drywall installed. At this point we are doing everything we can go get answers and we aren’t successful.

  

  Business response

  06/29/2023

  We would like to extend our sincere apologies for the inconvenience and negative experience you have encountered during your home building process. We deeply value your feedback and are committed to addressing any concerns to ensure your satisfaction.
  We truly appreciate your willingness to meet with our Senior Quality Control Manager and Mr. Diyanni, the owner of Diyanni Homes, on July 8th. This meeting presents an invaluable opportunity for us to gain a better understanding of your specific concerns and work together towards finding appropriate resolutions.
  We look forward to meeting with you on July 8th and working together to resolve these issues. Thank you for your patience and understanding.
  Sincerely,
  Diyanni Homes

  Customer response

  07/11/2023

  We had the meeting on the 8th and Diyanni gave an apology for everything that has gone wrong. They promised to show action behind their words to get my house completed. We agreed that if the work was completed correctly and in a timely manner that I would remove my complaint. They also agreed to reimburse us for the cost we had to pay out of pocket for work to be fixed.
  
  Thank you
  ****** ******* 

  
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Outstanding items business has failed to address or failed to address to consumer's satisfaction

  

  Business response

  06/16/2023

  After thoroughly investigating your complaint, we are pleased to inform you that all items mentioned have been diligently repaired or are scheduled to be repaired in accordance with the terms and conditions outlined in the remaining punch list.
  We take great pride in the quality of our products and services and we value the satisfaction of our customers. We understand the importance of completing your home to meet our benchmark quality, providing peace of mind with the quality of products used to construct your home, and a positive home ownership experience.
  Once again, we apologize for any inconvenience caused, and we appreciate your patience and understanding throughout this process. Thank you for bringing these matters to our attention, as it allows us to continually improve our products and services.

  Sincerely,
  Diyanni Homes

  Customer response

  06/20/2023

  I am rejecting this response because:  As of 20 June there are still many items that require attention from the builder.  While some progress was made on 7 and 8 June, we have had no updates from them since that time regarding the remaining items (except for non-complete items that were marked complete in ************ erroneously).
  

  We have a concern with the quality of items being fixed.  While DiYanni talks about taking great pride in the quality of their products/services and value the satisfaction of their customers, we are and have experienced something very different.  They have no accountability in the time they have strung us along in this build nor the quality of home we are left with.
  

  They continue to mark items on the Quality “punch list” as complete when they are not, they did not load the customer items into ************ so those items could be tracked (we provided exactly how the Project Manager ask us to), and they continue to fight with us regarding the quality of some of the items stating they meet the benchmark standard. 
  

  They apologize in writing for any inconveniences caused yet they continue to let our build go unfinished.  Our patience exhausted many months ago.  At what point are they held accountable for not completing this home?
  

  Enough is enough, we need the remaining items completed ASAP and to benchmark quality, period.
  
  Regards,
  
  ****** *** ***** ******

  

  Business response

  06/28/2023

  Dear ****** *** ***** *******
  Thank you for sharing the additional details regarding the remaining items that require attention in your home's construction. We apologize for any oversight in our previous response.
  We have ordered more cabinet parts to address your remaining cabinet issues.
  Regarding the range hood, we acknowledge your concerns about the color discrepancy between the painted trim white and the Cabinet white. The field spray and applied paint will always have a slight variation from the baked-on cabinet paint and finish. This is displayed as such in our model homes. 
  To ensure clear communication and transparency, we have thoroughly reviewed the attachments in the FSCL that contain the list of remaining items. Our team will carefully evaluate each item and prioritize their resolution accordingly.
  Please be assured that we take these concerns seriously, and we are fully committed to completing your home to the benchmark quality you expect. Our goal is to address each outstanding item promptly and efficiently, ensuring your utmost satisfaction.
  Once again, we apologize for any inconvenience caused and appreciate your patience during this process. We value your feedback, and we are determined to make the necessary adjustments to ensure a positive outcome for your home build.
  If you have any further questions or would like to discuss specific concerns in detail, please do not hesitate to contact us. We are here to listen and work together to resolve these matters to your complete satisfaction.
  Sincerely,
  Diyanni Homes

  Customer response

  09/20/2023

  We are awaiting the final items to be completed per e-mail 13 Sep 23 with Ben from DiYanni.  We are giving them an opportunity to finalize our remaining items but are getting super weary while at the same time trying to work with Ben to gain closure.

  The owners REFUSE to take our calls.  It was not until we stated we were going to go to the office and demand to meet with them that they ask Ben to call us and address our concerns.

  Bottom line, while we may eventually get our items corrected (many we have settled on that are not the quality they boast), the undue stress and financial hardship they have caused us (and so many others) should be illegal.  Instead of allowing them to keep a BBB rating, you should be lowering it so other consumers are not put this nightmare!  They do what they want, when they want without regard for the customer. 
  

  E-mail traffic attached.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It took over 2 years to build our house. We finally were able to move in December 2022 and have multiple items that the builder needed to fix. We were told those open items would be addressed within 30-45 days. We have now been in the home for over 5 months and we still have lights hanging, drywall work, painting, and multiple other items that never to seem to be addressed. We have reached out to our project manager multiple times and they will only address one small thing as they have open times with homes that are still being addressed. This means that now we are still not being prioritized since they have open projects. It's extremely embarrassing to have people over with the amount that we paid for the house and have lights and painting not complete.

  

  Business response

  04/27/2023

  Thank you for bringing your concerns to our attention. We apologize for the delay in completing the open items in your new home and the frustration that this has caused. The actual build time on your home was 12 months as we dug in Nov. 2021, and you received your occupancy permit in Nov. 2022. We understand how important it is for you to have your home fully functional and looking its best. In discussing your concerns with our warranty team, they have committed to addressing all your concerns asap. The drywall work is scheduled to for the first week of May along with the cabinet door and the light fixture. We are diligently working to secure a date with the painter for their services. We understand that Pella has confirmed that their items are complete, but we will review them with you to ensure they meet your expectations.
  Once again, we apologize for any inconvenience this has caused you. Please be assured that we are doing everything in our power to resolve these open items to your satisfaction.
  
  Sincerely,
  Diyanni Homes

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moved in our house Dec 24, 2019. Very long and delayed build. There were a few items that needed completed… painting, and some shower tile replaced. It’s been scheduled, then rescheduled. Yes, we were out of town once and only once. Here we are, into our 4th year of living in the house, and we continue to be put off, and quite frankly, I feel lied to. Ryan V*****, ******** *******, will only ask if anything has been done, and if not, are the materials available. The materials have been ordered quite a few times, and still no one knows anything. I’ve been patient and kind, and yesterday I warned I would post a negative review if there wasn’t at least some sort of movement to complete. I can offer the history of email exchanges revealing how long we keep getting put off. I warned them 24 hours ago I would post, and no response. I believe they are only concerned with putting up houses and moving on. Any service after the sale is an extremely low priority. This should be a warning to potential buyers. It’s a shame I have to resort to this to hopefully get movement. I would be willing to remove this complaint if we can just complete what we need completed. Any response to this, short of simply remedying what they stated they would do, is really unnecessary. We just want what needs completed, that should have been done over 3 years ago. Please see my last correspondence with Ryan below…

  

  Business response

  03/14/2023

  We take all customer feedback seriously and want to assure you that we are committed to addressing your concerns.
  Unfortunately, during the global pandemic we experienced disruptions in supply chains and trade channels, which has affected the construction industry across the board. We recognize that you have been assigned multiple project managers and have experienced delays with your project, which has been a stressful experience for you. This is not the level of service that we strive to provide. We are committed to improving our processes to ensure our customers have a seamless experience. We take pride in working with reputable partners who provide quality products and services.  We will investigate the issues you have raised and work to address them to ensure that our vendors meet our high customer service standards. We appreciate your feedback and hope to have the opportunity to make it right.

  Customer response

  03/15/2023

  Thanks for the response, although this must be a canned message you offer to all homeowners. We are basically 4 years down the road living in the house. This isn’t a pandemic issue. This isn’t a project manager issue. This is not a scheduling to build a house issue. This is negligence. This is hoping we would just “go away”. This would be completely different if Diyanni would have just followed through to make sure we were completed, instead of me doing the reaching out. Now I get an email after my BBB complaint that another company is handling our items that need completed. No dates are set. No one from that company has contacted me. Additionally, Diyanni is asking if the last company to complete has left materials. No materials. I would just simply request attention be made to this to see through completion. It’s a few items that if there were attention made, they could have avoided a complaint. Is attention possible to complete this? Please let me know when we can expect completion. Please provide dates and times, and names of companies. Thanks- 
  Regards,
  **** *****

  

  Business response

  05/26/2023

  We apologize for the inconvenience caused by the remaining paint touchups required in the shower area. Rest assured, we take your concerns seriously and have already taken steps to address this issue promptly.
  
  We are pleased to inform you that a warranty technician has been scheduled to complete the paint touchups on 5/24/23. Our team is dedicated to ensuring that the final details of your project are executed to meet or exceed the quality of any of our model homes, and we are confident that this scheduled visit will resolve the outstanding matter satisfactorily.
  
  Once again, we apologize for any inconvenience this may have caused, and we appreciate your patience and understanding. Our goal is to provide exceptional service and ensure your complete satisfaction with our work.
  
  If you have any further questions or require any additional assistance, please do not hesitate to reach out to our customer service team. We are here to address any concerns you may have and to provide the support you deserve.
  
  Sincerely,
  
  Diyanni Homes

  Customer response

  05/26/2023

  Not one call has been received checking to see if we are satisfied. BBB, where do we go from here? Can we please just have our shower done to a standard of quality? Door is crooked, tiles crooked, materials different color. Will rhinever be addressed? 

  
  Regards,
  **** *****

  

  Business response

  06/29/2023

  Dear Mr. *****,
  Thank you for bringing your concerns to our attention. We apologize for any confusion caused by our previous response, and we appreciate the opportunity to clarify the matter.
  When we mentioned "providing you with a quote," we were referring to the process of receiving an estimated cost or price for a particular product or service. This is commonly done to us an idea of the expenses involved.
  If you require further clarification or have any specific questions regarding the quote, we would be more than happy to assist you. Our team is dedicated to ensuring transparency and providing you with all the necessary information to make an informed decision.
  Thank you for your patience and understanding. We value your feedback and look forward to resolving any outstanding issues.
  Best Regards,
  Diyanni Homes

  Customer response

  03/21/2024

  The shower was completed this month. Really appreciate Ben helping facilitate. Thanks- 

   

   

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on a house to be built by DIYANNI in April of 2020. It is a one floor, one bedroom, 2900 square foot house. It has now been 21 months and they can not give me a finish date. I have been told along the way it would be completed time and time again but still do not have a completion date. One hundred percent of Every goal date they put in "Builder Trend" is pushed out further and further. When I ask about it I get the same answers about how they don't have the people to do it and they want to give us a "quality product" so we can't rush it. I think the worst part of this company is how they just have no concern for you once you sign the contract. I can not get any answers on a date it will be done and I continue to get excuse after excuse of why it is not. This is the first time in my 63 years of life that I have ever reported a company so I do not do this lightly. But I wish someone would have warned us about this company before we signed the contract.

  

  Business response

  01/23/2023

  As Mr. ********** has stated, there have been unforeseen delays on his project.  The residual effect of the global pandemic has caused challenges for the home-building industry across the board. The new home construction boom further restricted trade and material availability.  This has been challenging for homebuilders and customers alike. DiYanni Homes has continuous communication with our tradesmen and vendors to keep jobs on schedule as much as is within our control.  We are committed to finishing **********'s home as quickly as we can, with our focus on delivering a quality product. Please feel free to reach out to us if you have any further questions.
  
  Kind regards, DiYanni Homes

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our Diyanni home almost 2 years ago. Through the entire build process we have had to deal with poor workmanship issues. Our stoned in fireplace had to be torn out and replaced. The back concrete patio torn out and repoured because it was holding water. The ceiling on our back porch has blown out multiple times and had to be put back up. It still has a sag in it. The front porch patio ceiling has blown out twice. We are currently waiting on that to be repaired and have been since July. The major battle has been our custom master shower. They had to remove several wall tiles due to the corners being broken off. The wall niche was removed multiple times. Initially it was installed crooked with broken off corners on the tile. The shelves were installed leaning back towards the wall so they held water. The wrong color of grout was used on the floor. Their solution was to stain the grout. In September of 2021 pictures were sent showing them that the stain did not work and was washing out. In May 2022 the floor was replaced. The contractor used the wrong tile and again terrible workmanship. Tile corners and edges all chipped. The grout line on the back wall starts at 3/8th of an inch on one end and goes down to almost no grout line at the other end. Many holes in the grout. A Diyanni representative came out and inspected the shower and we were instructed not to use it until it could be replaced. The was around the end of May. It is September 5th and we still do not have a date as to when this shower floor will be replaced. We were told on August 18th that the contractor, I******* ********, said the materials were not in yet. I called the tile company myself and was told that the tile we chose was in stock. I informed Diyanni on August 19th. On August 26th we were told the tile would be in the following week and we would receive a call to schedule the install. Still have not heard from anyone.

  

  Business response

  09/22/2022

  We strive to do things the right way the first time and in the few situations we don't, we make it right.
  
  The house sits on an empty lot with no wind break. Each time siding has came off has been days with exceptionally strong winds.
  
  Regarding the tile shower; We received the approval on their new selections 8/9. The grout and tile was ordered on 8/11. This is typically a stock item but they did not have enough material to supply the whole job. Shower material was picked up 9/8 and is scheduled to install 10/3.

  Customer response

  09/27/2022

  Yes, our home sits on a 5-acre farm lot.  There are many Diyanni homes as well as other builder’s houses in our area that have no wind block.  You don’t see their side coming off when we get stronger than normal winds.  You looked over the property prior to building and knew what the conditions were.  You are the “pros” and should have known what type of materials were needed and how they needed to be installed considering the conditions of where the home was to be located.  The back porch ceiling has come down multiple times.  Half of the front porch ceiling came down in December of 2021.  The second half came down July 23, 2022.  It took until September 21st to make the repair.  We were told it was because they couldn’t find scaffolding available to rent.  I personally called **** ***** on September 9th and found they did have it available which I relayed to Diyanni at the time.
  
  Regarding the master shower, from the initial install this has been an issue.  They wrong grout was used which they admitted to. The solution was to stain the grout.  We questioned that method at the time and was told they do it all the time.  We reported to Diyanni on October 27, 2021, how terrible the floor looked and asked what the plan was to bring this to “Benchmark Quality”.  It wasn’t until February 2022 that Diyanni reached out to I******* ******** about replacing the shower floor.  They brought out a couple of sample tiles for us to choose from. We were not that crazy about the color choices, so we went to ******* to see what else was available.  We ordered samples and let Diyanni know on March 17, 2022. We sent ** from ******** ******** our selection on April 7, 2022. The floor was replaced the middle May.  On May 23rd we expressed our concern about the quality of the work and that the wrong color of tile had been installed.  We were told to go to ******** ****** and pick out new tile.  It was suggested that we go with a pebble tile due to the back wall of the shower not being square therefore causing an uneven grout line along the wall.  On June 26th we sent our tile selection to Diyanni.  We were then informed by ******** ******** that we could not use that tile because of the no thresh hold design of the shower.   New tile selection was sent to Interior Surfaces on July 15th.    We were told that they were waiting on materials.  We called the tile company on August 19th and was told the tile was in stock for our floor size.  They said that even if they did not have enough that the wait time was at most 10 days.   After multiple messages to Diyanni with very few responses, and always the same that they messaged ******** ********.  We took it upon ourselves to call ******** ******** on September 19th and explain our situation and explained our concern over Diyanni’s non-responsiveness.  We received a call from ******** ******** on September 20th to schedule the repair.  The repair is now scheduled for October 3rd.

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

  

  Business response

  10/18/2022

  DiYanni Homes is a scattered lot builder and very often we build on rural land. We have a department of professionals that review your lot to determine land improvement costs and help position your home in the best location based on the customer's approval. Your DiYanni Home is unique to the specific lot you've built on. It is very seldom this phenomenon happens and we expect it has been resolved. We appreciate your help in acquiring the needed scaffolding to get this resolved.
  
  We are actively working on resolving the shower tile corrections and hope to have this resolved in a timely manner.
  

  Customer response

  11/29/2022

  No, this work is not complete as you can see by the attached pictures.  The communication between Diyanni and their vendor Interior Surfaces is terrible.  Diyanni continues to send Interior Surfaces to our home without clear direction and nobody from Diyanni to manage the project.  We are the ones who suffer from their lack of planning.  Again, we have been without this shower since May.   I sent a message to Diyanni on 11/22 and again on 11/28 asking when this was going to be completed.  I also messaged ******** ******** on 11/21 and 11/28.  We still have not heard from anyone on when they will be returning. This is absolutely ridiculous that this has gone on this long.

  

  Business response

  12/02/2022

  Ms. ****** was contacted by our warranty specialist yesterday to let her know of the following movement on her open projects:

  1. They are on site right now removing all of the concrete.

  2. Friday they will be testing the subfloor

  3. We are waiting on a final schedule date  from the trade to have the pan installed and tested.

  4. Then there will be an additional day to install the concrete.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We would not recommend this company to anyone. Our home is not being completed in a timely manner, whatsoever. We understand there have been supply issues and difficulties getting trades to complete their work, but it is getting ridiculous at this point. Constant delays with this company. For example, tiling was to be done last week, but that did not happen because the tile shipment was delayed. How? We chose our selections months ago. Basically it is the same excuses every week and we can't help but feel like we are being lied to. We signed our contract in December 2020 and our dig date was September 1st, 2021. We were told on November 10th that our move in date would be April 8th, 2022, but here we are coming into July with so much more work left to be done. Not to mention we have been paying two mortgages since March. The contract states they will commence construction 45 days after construction loan closing. We were 123 days. Contract also says completion of work within 210 days. We are at 303 days and counting. We actually know a family that signed their contract at least 3 months after us and they have been in their home for about a month already. How can Diyanni justify stating these durations when the schedule moves back every week? Unfortunately, we have reached out to them numerous times regarding these issues and this seems to be our last option.

  

  Business response

  06/29/2022

  We are sorry to hear that you feel this way   and for your frustrations during your home  building experience.  We have been building homes  for over 30 years and have very efficient  processes in place but there are  certain things that are  out of control, much of it being related to  the permit process.
  
   Per our contract, we do not schedule permitting until a loan is closed. Your loan closing was completed on 4/23/21. 
  
  That is the same day  we  started working on the permit process. . All municipalities have different time frames for reviewing, processing, and approving permits.  Your municipality took approx. 2 months to complete the storm water, driveway, septic permits, and water dept. permits.
  
  We received the above-mentioned final permits  5/20/22.  We then immediately applied for your zoning  permit and once received, your  building permits. Your building permits were approved   6/22/21. 
  
  The excavation of a home is not  scheduled  until the building permit is received.   Excavators are extremely busy during the peak building season and are sometimes booked out  6-`10 weeks , which is what happened in your case.  Your home was excavated  9/1/2021.  
  
  We hope that helps give you a better understanding of what transpired that affected
  the durations you mentioned.
  
  Kind Regard,
  The DiYanni Homes Team
  

  Customer response

  07/02/2022

  Maybe I needed to put more emphasis on the current situation, not necessarily the excavation process, but just so you are aware, there are 5+ pages of foundation excavators in central Ohio, all with BBB accreditation, you could have reached out to instead of waiting 10+ weeks for availability. The main reason we are extremely disappointed with your company is the lack of effort, response, and when you do respond, it is similar to what just happened, you don’t address the whole situation. Your incorrect dates have led us to buy appliances, furniture, etc. that have now been sitting in storage for months.

  We were sent a letter from the president of Diyanni stating there was a “shortage of skilled laborers and the acute material shortages nationwide”. Also, “electrical wire (romex) are not readily available”. The same day we received this letter, I checked with local electrical distributor, (I work for an electrical contractor) and they said they had over 50,000 feet of romex wire. So, where is your information coming from? Ironically, this was also the same time I continuously asked Diyanni to use the electrical company I work for to speed up the process. From approximately the end of November to the end of January our house set vacant waiting for trades. Again, why weren’t you outsourcing your subcontractors to get work started? Same goes for your material. If your material is on backorder, why are you not outsourcing? We would gladly reselect tile, flooring, trim, etc. if it meant to get it on time per schedule instead of waiting months for your only contractor to come through. As we said before, we selected tile months ago and now our schedule has been pushed back another 2 weeks because it has yet to be delivered. 
  

  I’ve worked in the construction industry for 10 years and can honestly say you are one of the only builders that do not abide by their schedule.  
  

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

  

  Business response

  07/07/2022

  We take pride in our contractor base and hold them to our benchmark quality and vet them prior to bringing
  them onboard to work on one of our clients’ homes.  At no time are we willing to grab a name from a phone book and send them into
  your home with unknown expectations of what will be the result. 
  
  As for the materials that are supplied for your home, these are also required to meet the specifications within your contract
  as well your expectations per your selections. We were not aware of any delay when the tile was ordered back in March.
  It does seem that it had a delay, it arrived into the US port on June 27, 2022. Unfortunately, this was out of our control. 
  Your tile is scheduled to start this week and flooring next week.
  
  We are doing our best to complete your home (with the quality that meets our benchmark) as soon as possible. 
  Again, we are sorry for you frustration and wait during this time
  
  Kind Regards,
  The Diyanni Homes Team
  

  Customer response

  07/13/2022

  I am rejecting your response due to the issues we already have mentioned. I said 5+ pages from the Better Business Bureau, all with accreditation. I did not say the phone book.
  Also, I specifically mentioned 50,000ft of Romex cable and you are again avoiding the issue. The Romex cable was specifically mentioned in the letter from your president as to why there was no trades performing work. This statement is not true.

  I request this complaint to remain open until the house is finished. 

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

• Initial Complaint

  06/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We closed our loan with Diyanni On May 12, 2021. Our contract stated the contractor can neither imply nor guarantee a firm completion and availability date. However, contractor will use commercially reasonable efforts to commence construction on or about 45 days after the construction loan closing subject to the conditions described herein including obtaining building permits. The completion of work within 210 days after home is excavated Or similar site work first commences on the premises. Due to the widespread information sharing available through social media, it has been brought to our attention,  other Diyanni builds that started after ours, have surpassed us in the build process We are well past 210 days of construction and over a year past loan closing. We are now paying a daily penalty fee to the lender due to the build going over one year. We are not close to being complete.
  
  Digging started on August 30, 2021. Our framing began on October 26, 21. On December 3, 2021, I sent a powerpoint to our current project manager detailing numerous issues with the framing. The framers intermittently showed up to make corrections and in our project managers words Diyanni was “meeting some resistance getting things corrected”.  Framing was not officially noted as “complete” by our project manager until April 20, 2021, approximately 6 months after it began. 
  Beginning on January 9, 2021 and numerous times after, we had issues with our sump pump. We found holes in the sump pump line causing water to spray throughout the basement instead of pumping through the hose to the exterior of the house, causing standing water in the basement. In march 2021, our permanent sump pump was installed. Up until the permanent pump was installed, the discharge line for the temp pump was running through the basement window to the outside of the house. Due to the window being open for the discharge line, every time it snowed or rained standing water accumulated in that section of the basement. On May 8, 2021, I discovered our basement was under 8-10 inches of standing water which also reached the electrical components of our furnace. I inspected the sump pump to discover the bottom was clogged with gravel. I fixed the clog and relayed the information to the project manager via buildertrend. On May 10, 2021, I received a message back from the project manager stating he requested the plumbers go clean the gravel out of the sump pit. This resulted in more than a 5 gallon bucket of gravel being removed from the bottom of the sump pit where the sump pump was seated (picture attached). Through search of the BBB complaints against Diyanni I found a listed complaint detailing a client of Diyanni who had the same issue with gravel in the sump pit clogging the sump pump. The business responded with 
  Business Response
  05/04/2020
  We are truly sorry for the stress this has caused your and your family. We take full responsibility for not getting this fixed correctly the first time we were at your home, and we will take care of you. After talking with you we have adjusted our processes so this situation doesn't happen again with the sump pump, thanks for taking the time with me to discuss this with me.
  
  
  The business stated the adjusted their processes so this situation does not happen again with 
  the sump pump. Yet in 2021 over a year later I had the same issue, resulting in a flooded basement. 
  
  
  After the sump pump was repaired and was again functional the water slowly receded. I spent the next few weeks going at least once a day to push broom water across the basement to the sump pit. It was at this point I realized despite it being in my blueprints, Diyanni failed to install a floor drain in the basement. Instead there was a condensate pump attached to the furnace as a “remedy” of forgetting the floor drain. The Diyanni contracts states 
  “contractor agrees not to deviate from the plans and specifications without first notifying owner of the same”. We were never explained to in writing, asked or agreed to our build not having a floor drain as specified by our blueprints.
  
  
  On June 6, 2022, we had a mold inspector come to the house to look at the basement due to the on and off standing water over the last 6 months. 
  
  
  From the intermittent standing water in the basement dating all the way back to January, due to the faulty sump pump hose spraying water in the basement, sump pump failure due to clogged gravel and not being able to efficiently rid the basement of water due to the lack of and the failed installation of a floor drain (photos/videos/messages available showing all of the above), parts of our basement ceiling are now substantially covered in black mold. When the black mold was mentioned to our project manager he stated we would have to fix that on our own. The Diyanni contract states “contractor will assume responsibility for mold growth due to workmanship and/or material defects for a period of one (1) year.” I do not understand how allowing rain and snow through an open window in order to run a temporary sump pump hose, faulty sump pump hose spraying water in the basement and non-functional sump pump causing flooding due to being clogged with gravel (which was an issue that was allegedly addressed in 2020) does not fall under poor workmanship and faulty materials!
  
  
  I have attempted to reach out to the owner(s) of Diyanni, via email, buildertrend message, text, phone call and email on multiple occasions. I have received no response!
  
  
  Due to the financial hardship taking a toll on our family from the extremely delayed home completion, the workmanship and material defects that caused standing water in our basement on multiple occasions, resulting in black mold and the deviation of our blueprints by not installing a floor drain, without being notified, we believe it would be warranted for Diyanni to install a floor drain with every attempt to match the existing concrete best as possible (prior to taking occupancy), remediate the black mold in the basement (prior to taking occupancy) and make every effort possible, to make the completion of our build a priority in a timely manner!
  
  
  Photographs and videos are available of everything documented above, to include but not limited to, 
  Sump pump hose spraying water into the basement
  Flooded basement with sump pump not working
  Gravel removed from the sump pit
  Discharge hose running through an open window
  Lack of floor drain
  Blueprints stating there should be a floor drain
  Contract stating the referenced verbiage above 
  Powerpoint detailing framing issues
  Messages to project mangager
  Attempted Emails/calls/text with no response

  

  Business response

  06/29/2022

  We are terribly sorry to hear that you are facing financial hardship through these difficult times. Like most builders, we are unable to guarantee competition dates.  We have made efforts to advise our customers of extending construction times at the pre-construction orientation and with a letter from the company's President (sent 11/23). Unfortunately, most lenders have not adapted to accommodate the industry's longer-than-normal construction times. We will continue to navigate through material shortages, manufacturing, and shipping delays to produce you a one of our Quality Benchmark standard homes.
  
  The overall framing of the home took a couple of weeks per our schedule. We are surprised to hear that the punch out took an excessively long time to resolve as it is very uncommon. Your pictures have been reviewed and the production team stated these items have been corrected.
  
  The BBB review you shared was with a homeowner that is occupying their home. Before handing over the keys to homeowners ta Quality Control Manager inspects the house and the sump pumps are to be check for debris. Any debris in the sump crocks would need to be removed to prevent the sump pump from clogging. Because your future home is still under construction, this has not been inspected but the project manager has had this addressed. 
  
  We apologize the condensation drain was missed prior to concrete being poured. The production team is aware and  will have this installed.
  
  The furnace will be inspected by the installer at the completion of the HVAC system noted as "Final HVAC" in your Buildertrend Calendar. If any component(s) is determined to be damaged, that component(s) will be replaced.

  
  It is very uncommon for our homes to experience excessive mold growth. While the residential home construction process and most building materials are not designed to completely exclude mold spores and mold growth, we go to great lengths to prevent mold during construction.  Please refer to the Mold Policy that  you signed at the time you signed your contract . We stand by our policy  and will address your mold concern accordingly.
  
  Your project manager should be your main point of contact. If problems exceed your project manager's ability to resolve, you may reach out to the regional production manager. The business owners have limited availability to respond to items handled by the production department and have a well-educated management team to handle our clients concerns.
  
  We appreciate your feedback and opportunity to address your concerns.
  

  Customer response

  07/02/2022

  Diyanni responded to the mold issue, in part by saying " It is very uncommon for our homes to experience excessive mold growth. While the residential home construction process and most building materials are not designed to completely exclude mold spores and mold growth, we go to great lengths to prevent mold during construction." I do not believe that Diyanni did go to "great lengths" to prevent mold during the on going construction of my home. This was detailed in part by explaining in the original document that there was intermittent standing water in the basement dating all the way back to January, due to the faulty sump pump hose spraying water in the basement, sump pump failure due to clogged gravel and not being able to efficiently rid the basement of water due to the lack of and the failed installation of a floor drain. All of which were issues resulting from work and or materials contracted by Diyanni. 

  Diyanni's responsde further stated "Please refer to the Mold Policy that  you signed at the time you signed your contract . We stand by our policy  and will address your mold concern accordingly."

  As I referenced in the original document, the Diyanni contract states “contractor will assume responsibility for mold growth due to workmanship and/or material defects for a period of one (1) year.” I have photographs and videos detailing workmanship issues I.E., no floor drain to assist in ridding the basement of standing water and gravel that was not removed from the sump pit which in turn caused the pump to jam resulting in a flooded basement. I also have photographs and video of Material defects that show the sump pump hose spraying water into the basement again causing standing water. All of the above resulted in extreme and long lasting moisture in the basement, which in turn resulted in black mold covering the basement ceiling. These issues seem to fall directly within "workmanship and/or material defects" cited by Diyanni in the contract. 

  I am satisfied with Diyanni agreeing to install the floor drain that they failed to install earlier in the build. I am not satisfied with Diyanni failing to acknowledge the warranted need for the company to remediate the mold that took place while the house is being built and under their control, due to the workmanship and material defects explained above. 

  Regards,

  
  **** *******

  

  Business response

  07/12/2022

  Mr. *******,
  
  We apologize if our previous response caused confusion.  We stated that  we would  honor our policy regarding the mold . We have every intention of doing so.  You should have rec’d a call
  from our Customer Care Manager by now to assure you that this will be taken care of for you.
  
  Please reach out if you have further questions or concerns about this. 

  Kind Regards,
  DiYanni Homes   

  Customer response

  07/12/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  04/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We were working with DiYanni Homes through the Sunbury office to build a custom home on our lot in Morrow County. We worked with one of their preferred lenders, ***** **** with *** **** to get pre-approved for the loan. We finalized our contract with DiYanni and paid $5,000 for the down-payment. We moved into final approval through their preferred lender, ***** **** with *** ****. The lender and DiYanni failed to include everything in our contract & documentation they sent to the appraiser resulting in a very low appraisal. In addition, the lender initially stated we needed 5% down and then in the middle of the process changed it to 10% down. We asked for a second appraisal to be ordered which the lender refused. We tried to get DiYanni to work with us through this issue since we were using their preferred lender. We did not receive assistance from DiYanni and ultimately had to cancel the contract because we were unable to secure financing because of the errors made by DiYanni and their lender. We cancelled our contract and now DiYanni is refusing to refund our deposit citing "work rendered". However, no work was completed on our project because we didn't secure financing. They also refused to give us a list of the items of "work rendered". Their cancellation letter goes on to state if we enter into a new contract for the same home plan on the same lot they will transfer the $5,000 deposit to the new contract. We couldn't enter into a new contract with the same plan because the base price increased $20,000 compared to when we originally signed our initial contract. So if they refused to refund our deposit due to "work rendered" but will apply it to a new contract then did they truly spend the money? Apparently not. The issues that caused the deal to fail were no fault of our own. That lender has since been removed from their preferred list which is very telling. The contract we signed even allows for a full refund. DiYanni, we would like our $5,000 deposit refunded.

  

  Business response

  04/26/2022

  We feel bad that due to unforeseen circumstances on the appraisal, the client was unable to move forward with building their dream home.  Upon notification that the appraisal came in low, their DiYanni Homes sales consultant  immediately started looking for comps in their area to send  their lender to help with the rebuttal of the appraisal. 
  

  Unfortunately, the lender was unable to adjust their appraisal. The sales consultant recommended  another lender in their local area but the client decided they did not want to try with another lender and instead opted to cancel their contract.
  

  
  Buyers are  informed prior to signing a contract that their deposits are  non-refundable once we reach a particular phase of the process (architectural plans).   Diyanni Homes  invest time and material to complete the architectural  plans & the engineering of these plans.  Work has indeed been rendered on behalf of this buyer. The architectural plans have been completed.  We are not able to  refund their deposit.  (The contract states expenses incurred will be deducted from the deposit-See attached )

  As far as the lender they selected, the lenders we recommend are not 3rd party affiliations . They are only offered as suggestions based on their performance and feedback we receive from our customers.

  
  We wish the buyer well and ask that this complaint be closed.

  Customer response

  05/02/2022

  I am rejecting this response because: The DiYanni Home sales consultant found only 1 comp in the area that was not comparable to our home and thus useless. She stated she reached out to her manager Kim Weaver but got no response. I attached the screen shot of this text exchange for reference. Our sales consultant Julie also sent an e-mail admitting "Morrow County will be difficult to get appraisals in that price range and advise clients accordingly."  Looks like DiYanni was aware their prices are too high for our county and failed to notify us of this information and took our deposit. I attached the e-mail screen shot as well.

  
  

  The sales consultant did recommend another lender but we would need an extension on our contract because we only had seven days left to secure financing. I spoke with our sales consultant Julie asking how to request an extension on our contract to keep current pricing intact and she indicated they do not approve those in instances like ours. So we were forced to cancel our contract.  We would have used the other lender they suggested but not if we had to suffer a large price increase. In less than a years time, DiYanni has increased the price on our model by $80,000.

  
  

  We were NOT informed that our deposit was "non-refundable once we reached a particular phase of the process  (architectural plans)" as DiYanni stated in their response to our complaint.  The only information we had regarding our deposit being refunded was what we signed in our contract where it states "less deductions for expenses incurred by Contractor". We did not receive any other information regarding our deposit.  No expenses were incurred to our knowledge as no work was completed. Additionally, in the cancellation e-mail DiYanni states (it was attached to our original complaint) if we build the same model on our same lot they would apply the $5,000 deposit to that new contract.  So again, I ask, if they are willing to reapply the deposit on a new contract then clearly they still have the funds and can refund our deposit. We would like our deposit of $5,000 refunded.
  
  Regards,
  
  *** *****

  

  Business response

  05/03/2022

  Diyanni Homes does not control were a client wants to build a home as the land is purchased by the client.  We have built several homes in Morrow County that have appraised with full value and have been completed.  When comps are being looked for in a specific area, they have to be within so many miles and within similar specs of the home that is being appraised.  Unfortunately, when new builds are not available within these guidelines the appraiser will use older homes to get evaluations, which could result in low appraisals.    So to clarify the statement provided by Mrs. ***** “Looks like DiYanni was aware their prices are too high for our county and failed to notify us of this information and took our deposit” is an opinion and is  false.

  
  As for the statement that says “No expenses were incurred to our knowledge as no work was completed” , as stated in the previous response work indeed HAS BEEN DONE.  The  clients had held several meetings including designer meetings along with final construction plans “engineered drawings” completed. These meetings and drawings are incurred expenses and if the client would like a set of  her plans since she is paying for them, we would be happy to release these to the client upon her request.  There will be no refund of deposit to this client.  

  
  

*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. ↩