There has been a lot of back and forth with our SR and his Manager during the last week about the issues we have had so far.
We drove to the model to meet with the SR on Thursday and we noticed that they had started brick on the master bathroom side of the house, which had been held off till they make a decision on upgrading the master bath. I was furious to see that's how we know about there decision. After meeting with our SR, we caught him up on what had happened when he was out.
He clarified that the decision on the master has not been taken yet and he doesn't know why the workers are bricking that side of the house, as they certainly had ordered them not to! He said they would know by the end of the day Thursday about the decision concerting the upgrade and his Manager will call us. Our SR wasn't sure what the discrepancy was on the attic area. We informed him that his manager had walked with us to the site and agreed that the attic area wasn't built the way it was suppose to be and he would give us our money back! We also expressed our displeasure in their easy resolution of returning the money for attic upgrade.
We did not hear from our SR's manager on Thursday, we did not hear from our SR and PM on Friday (our usual project update meeting) and nobody called us on Saturday either. So Saturday evening we sent a text message to our SR asking why we had not received any updates from him. He replied saying they were extremely busy as its end of the month, but he will set-up something for Sunday, as his Manager will also be at the model and we all can get together and discuss stuff.
We did not hear from them all day Sunday. Then my husband received a call from our SR and his Manager around 6.00 in the evening. And my husband told me that the SR's manager was being very rude to him! He said that we had agreed on receiving the money back on the attic issue and we should not be discussing it with them anymore. And he also said that we will have to sign an invoice for the bathroom upgrade and they'll start working on it.
So they can take 3 weeks to decide what they want to do about bathroom upgrade, charge us thrice the money. But if they do something wrong they'll give us the money back.
I think its all my fault, I shouldn't have agreed with him about receiving the money back without taking time to think about it. Because that is what he is holding us to!
We never expected them to give away any free stuff, we had agreed to pay for the upgrade we were requesting! Neither did we insist on them fixing the attic area. But once we had the time to think about it and we took our family's opinion on it, we were not happy about their resolution, that's all we told to our SR. Our family and friends said that we are letting them off very easy!!
I DO NOT appreciate the manager's tone with my husband. We have a meeting with our SR today and he will hear from us as much! At this point I'm almost thinking walking away from the house. My husband says we should reconcile with them, he loves our house end of day. But I'm not sure if I want to deal with such people anymore. Is decent customer service too much to ask when you are buying a 400K house?
I know lot of people would answer this question towards the end, but if I had to do this again I would not do any business with Ryan Homes! Neither do I recommend them to anybody.
We drove to the model to meet with the SR on Thursday and we noticed that they had started brick on the master bathroom side of the house, which had been held off till they make a decision on upgrading the master bath. I was furious to see that's how we know about there decision. After meeting with our SR, we caught him up on what had happened when he was out.
He clarified that the decision on the master has not been taken yet and he doesn't know why the workers are bricking that side of the house, as they certainly had ordered them not to! He said they would know by the end of the day Thursday about the decision concerting the upgrade and his Manager will call us. Our SR wasn't sure what the discrepancy was on the attic area. We informed him that his manager had walked with us to the site and agreed that the attic area wasn't built the way it was suppose to be and he would give us our money back! We also expressed our displeasure in their easy resolution of returning the money for attic upgrade.
We did not hear from our SR's manager on Thursday, we did not hear from our SR and PM on Friday (our usual project update meeting) and nobody called us on Saturday either. So Saturday evening we sent a text message to our SR asking why we had not received any updates from him. He replied saying they were extremely busy as its end of the month, but he will set-up something for Sunday, as his Manager will also be at the model and we all can get together and discuss stuff.
We did not hear from them all day Sunday. Then my husband received a call from our SR and his Manager around 6.00 in the evening. And my husband told me that the SR's manager was being very rude to him! He said that we had agreed on receiving the money back on the attic issue and we should not be discussing it with them anymore. And he also said that we will have to sign an invoice for the bathroom upgrade and they'll start working on it.
So they can take 3 weeks to decide what they want to do about bathroom upgrade, charge us thrice the money. But if they do something wrong they'll give us the money back.
I think its all my fault, I shouldn't have agreed with him about receiving the money back without taking time to think about it. Because that is what he is holding us to!
We never expected them to give away any free stuff, we had agreed to pay for the upgrade we were requesting! Neither did we insist on them fixing the attic area. But once we had the time to think about it and we took our family's opinion on it, we were not happy about their resolution, that's all we told to our SR. Our family and friends said that we are letting them off very easy!!
I DO NOT appreciate the manager's tone with my husband. We have a meeting with our SR today and he will hear from us as much! At this point I'm almost thinking walking away from the house. My husband says we should reconcile with them, he loves our house end of day. But I'm not sure if I want to deal with such people anymore. Is decent customer service too much to ask when you are buying a 400K house?
I know lot of people would answer this question towards the end, but if I had to do this again I would not do any business with Ryan Homes! Neither do I recommend them to anybody.
OH NO!!! I am so sorry you are going through this. How frustrating and unprofessional of them!
ReplyDeleteSorry you are having problems with RH. We are also in the process of reconcile with Ryan Homes over a few earlier issues. We have learn quite of bit of things these paste few months.
ReplyDeleteYou have to look at the whole picture and not just the current state of things.
The way we see it now is we will be in this house for many many years to come and it's in your design (options and such) and you've come this far and waited this long, don't let a few little issues ruin the future of your new home.
Don't get too worked up over small things because you will get stressed.
Be nice and they will more likely to see things your way and resolve issues.
good luck
Cloud, I do agree with you. I don't want to burn any bridges or strain our relationship with them. But I just don't think its right for them to treat us that way! I have been following your blog and I understand what you are saying. I still think they stepped out of line with their phone call! I guess I'm just so frustrated that I'm losing all the calm.
Deleteit's hard to find a balance isn't it?? I kinda compare it to ticking off the waiter before he brings your food... don't want anyone "spitting in it", but want it done right!!!
DeleteKimberly, you nailed it! Its exactly what it is!
DeleteYou all should contact their corporate office immediately and speak with whomever is in charge in your area. It is outrageous to have to deal with such BS after all it is your home and none of them including the SR would be getting a paycheck without you. This is unacceptable behavior from them let them know that you will be speaking with the corporate office and see how they act then.
ReplyDeleteThanks Nadine, that's a good idea. I don't know why I didn't think about it. I'm just so mad and frustrated that I'm not functioning properly! I will look into it. I don't want to let this go. I definitely want them to apologies to my husband, that's all I want!
DeleteWe are right there with you! Ready to walk too. :( We have made a long list of issues and concerns and we are planning to request a meeting with SR and PM. If things don't get resolved there, we will request to meet with their supervisors. There are only 2 lots after ours in this neighborhood. I know they want to close out, but I'm not sure if that helps or hurts us.... We are trying to be nice, but standing our ground. What's sad is I see so many blogs of people who have moved in and within months have said they would never build with Ryan again. That concerns me ALOT!
ReplyDeleteIs it possible to walk at this point? I am feeling the same way about our build. Changes they are making are quickly turning my home from what I dreamed of, to what I'm settling for. I'm not happy.
ReplyDeletedo you have a blog? What kinds of issues are you having?
Deletenlockard, Sorry about your situation. Its seems more worst than ours. Did you contact their corporate office? I'm sure there will be somebody who'll hear you out. If you are set on walking out, you should seek legal help.
Deletesadly, I've heard that people rarely win when seeking litigation. Better off trying to get them to cut a deal and keep going... at least according to they ryanhomesnightmare website. :(
DeleteI don't know what it takes to get them to agree to release and refund.... but we are starting to look into this. :(
ReplyDeleteI don't have a blog. I'm a lurker :( If you find out anything, please post! I would even be happy to lose our deposit, I just want out! We are having our pre drywall next week, so I don't think it will be easy. Things we chose and were told were no problem when we signed our purchase agreement are now a problem all the sudden. I left the model in tears yesterday.
DeleteI will post... don't worry! Where are you building? We are in Indiana. we were told at signing that they would let us out of our contract and not "force" us to build... not sure if that promise still stands or not... since the other "promises" have not worked out so far.
DeleteOhio. We're Midwest neighbors :) I haven't brought up walking yet with them, but I might give our agent a call to see if there's anything we can do at this point. Makes me sad, but the house has become a big black cloud for us and I just want it gone!
ReplyDeleteWhere in ohio are you building? I am building in ohio as well.
DeleteSo frustrating !! I would be so annoyed too ! but remember this is your house and walking away from it now would only make you more miserable. Hang in there, everything will work out in the end.
ReplyDeleteSo sorry that things are not going well. :( I really hope you can come to a resolution that is suitalble, even if it means having a chat with the corporate folks. This should be an at least somewhat joyous occasion!! And yes, a little customer service goes a loooong way.
ReplyDeleteI feel your pain, I hated confronting these kinds of issues with my PM and SR but always remember, they are working for YOU! I would ask to speak to the higher ups too, once the boss's bosses get involved, things magically get resolved! I hope everything turns out OK and you can start enjoying the process!
ReplyDelete:( This makes me so sad. I hope it gets resolved quickly and you end up with a home you love.
ReplyDeleteDefinitely go higher up. Ryan Homes is a big company and they want the customer service points. I agree with other bloggers, don't let one bad experience ruin your home for you. I hope this gets resolved quickly and to your liking!
ReplyDeleteSorry you are dealing with this I have some of the same issues myself and even now that our house is finished we still are having problems with our SR! Also we had to go private if you would like to follow us still please email me @ KKjongo@gmail.com so I can add you back in. Sorry about all the trouble.
ReplyDelete