ComplaintsforWoodside Homes of Utah

• Initial Complaint

  06/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Woodside Home Cement:Ive never had to do this before and it makes my heart sad to have to come to you for help because we love our home but we are really struggling with Woodside and have been for a long time now. Cement in front driveway was sinking. Woodside kept using time and excuses to say it wasnt their responsibility. Finally, they realized they needed to do something and tried lifting the cement pad twice instead of tearing it out and replacing. The lifting has caused cracking to other cement we had done by a third party. Woodside has admitted that they need to replace cement that was cracked due to lifting but now are claiming that their engineer says its because we havent landscaped. Woodside site crew specifically told us from the beginning that Woodside will attempt to do things cheaply and wear us down and that if we touch the landscape around the cement, they will claim it hey no longer have responsibility. Woodside would like to do the pad for us but with a signed contract we wont ask for anything more. I wrote and said, you realize the pad connects to our beautiful stairs and the crack Carries into the stairs so those need to be part of their plan before we sign. Woodside has not provided their evidence, pictures etc as promised but simply write occasionally to say they are still looking into it. We really need and want to landscape as its part of our desire to both have pride in ownership and comply with HOA guidelines. We are stuck. is so much more to say- will you please help?I do have several emails between both parties to share if needed.

  Business response

  06/28/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the complaint filed by our valued customer regarding the issues with the concrete work at their home. At Woodside Homes, our primary goal is to enhance the lives of our customers by providing quality craftsmanship and exceptional service. We deeply regret that this customer has experienced frustration and disappointment with the handling of their concrete concern.
  
  Addressing the Complaint:
  We acknowledge the customers' concerns regarding the cracking of the concrete they had someone else install next to their driveway. We understand that the attempts to lift the concrete we installed and eventually replaced might have or might not have led to damage to other concrete areas. We sincerely apologize for any inconvenience and distress this situation has caused.
  
  Our Actions and Proposal:
  We recently met with the customer at their home to personally hear and understand their concerns. During this meeting, we expressed our sincere apologies for the mishandling of the situation. To address the issues and restore our relationship, we promptly emailed them a proposal. This proposal includes the following:
  
  1. Replacement of the Two Cracked Slabs of Concrete: We will replace the two cracked slabs.
  
  2. Additional Repairs as a Gesture of Good Faith: ** a courtesy and to demonstrate our commitment to customer satisfaction, we have offered to repair additional areas of cement that were not directly related to the initial complaint.
  
  Customer Concerns:
  We understand that the customer has expressed concerns about trust and timing. They have requested a monetary settlement to allow them to seek a third party for the repairs. However, we are confident in our ability to rectify the situation and believe that completing the repairs ourselves will ensure the highest quality outcome.
  
  Next Steps:
  To move forward, we propose the following resolution:
  
  Complete the Proposed Repairs: Proceed with the replacement of the damaged concrete slabs and additional courtesy repairs as outlined in our recent proposal. We are committed to completing this work promptly and to the highest standards.
  
  We have also committed to improving our communication with the customer, providing regular updates and ensuring transparency throughout the process.
  
  We genuinely value our customers and are dedicated to resolving this matter in a way that meets their needs and restores their confidence in Woodside Homes. Thank you for your attention to this matter, and we look forward to reaching a satisfactory resolution.
  
  Sincerely,
  
  Woodside Homes
  

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