Hayden Homes

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• By Tim C.

  December 10, 2019

  warranty service

  These are the facts: In the process of a warranty repair to the failing deck attached to the rear of my home, Hayden Homes tore out the retaining wall behind my house, which caused the fill beneath the foundation to spill out, inadvertently undermining the foundation of my house and resulting in the city inspector posting a Do Not Occupy sign that remained on my front porch for ten weeks.

  Originally, cinder-block steps descended between the retaining walls behind my home and my neighbors, reaching down to the easement behind our homes and allowing access for maintenance. Hayden Homes replaced the retaining wall with a different design that blocked access to the easement. I complained to Hayden's customer care rep, who was first concerned about stabilizing the foundation of my house. She promised to take care of the access problem by installing cinder-block steps at a later date. I agreed and never complained about any of it. I understood things happen, mistakes are made, and unexpected problems arise. But six months later, when I asked about the promised steps, Hayden’s reply was that the steps, which were part of my property when I bought the house from them, never existed in the first place, so they were not responsible for re-establishing access to the easement. Their customer care rep refused to communicate with me. For months, no one from Hayden responded to my dozens of voice mails and e-mails. I received a response only through the Better Business Bureau after I filed a formal complaint. In their BBB response, Hayden Homes cited misinformation and even painted me as the liar. In the end, they claimed the facts didn’t really matter as there was nothing that could be done anyway – the new retaining wall made the promised steps impossible.

  My complaint isn’t that Hayden Homes took away my access steps to the easement behind my house. My negative review here is based on Hayden Homes' denial that there ever were any steps to begin with - a provably false claim, and then they avoided my questions and concerns for months before posting misinformation and lies on the BBB website, painting me as the liar. The most egregious customer service I’ve ever experienced or even heard of, and this isn’t a one-off, isolated incident. I have half a dozen neighbors within two blocks of me who have all shared similar complaints about Hayden Homes customer service. Hayden’s business model seems to consist of denial, avoidance, and a complete unwillingness to take responsibility for mistakes or even acknowledge the truth. To this day, they have not reached out to me, have not owned up to their responsibility nor apologized for posting provably false claims.

  If you have had a good experience with Hayden Homes, count your blessings. If you’re considering buying a Hayden Home because the price is affordable or the location is right, then I wish you good luck. But beware. If issues arise or customer service becomes a concern, there’s a strong possibility you’ll be disappointed. Hayden Homes seems focused on whatever is cheapest and easiest for them, even if it means being unfair, dishonest, or disrespectful to their customers.

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• By Tom M.

  July 23, 2015

  new home

  $225,000

  Great curb appeal. Great customer service. Best value out there.