Death by 1000 Paper Cuts

Our Experiences in

Building a House with Ryland

Terry Flaherty

Gwen Kamper

2904 Ironwood Court

Twin Creeks

Cedar Park, Texas

3 Types of Issues and Frustration

In May 2013, we started the process of buying and building a house in Twin Creeks in

Cedar Park, TX.

Over the course of our relationship with Ryland, we have experienced many issues and

frustrations . These frustrations can be categorized in 3 areas:

Design Center Issues

Build Issues

Workmanship Concerns

Some of these issues are small. Some are huge. Some are resolved. Some are still open.

Some, it appears, will never be resolved.

Collectively, they have led to an abysmal customer experience and a HUGE degree of

customer frustration – leading to complete loss of trust and faith in Ryland’s ability and

intent to deliver a quality home.

2

Design Center: “Us vrs. Them”

The Design Center experience was extremely frustrating and clearly revealed major process issues

between Ryland Sales, Ryland Corporate and Wisenbaker.

Lack of product knowledge, poor communications between groups, inconsistent answers, finger

pointing and horrible attitude toward the customer (specifically with Ryland Corporate and

Wisenbaker) caused frustration and clearly created an adversarial “us versus them” tone to the

relationship.

At no point was the customer experience even close to the experience at this stage in our 3 other

home builds.

The following pages provide a sample of issues at the design stage that caused major frustration:

3

Theme: You can’t use that in new location

Constant theme – to move the location of an item..

Sometimes by as little as 5 feet – required us to discard the

item for no credit and to repurchase a replacement item at

full price:

Can lights in kitchen ($150 each)

Chandelier move from dining room to breakfast area ($500+)

Pantry doors ($700)

We wanted to reuse doors from office that we did not use

Fence

After REPEATED discussions, Kevin resolved by ignoring the changes required by design center.

4

Fencing Issue – A classic example

Move existing 52 feet from

previous configuration to

property line and purchase

additional 28 feet.

5

Details on Fencing

Our lot is not a rectangle

Contract calls for fencing to back corners of house

Segment E is 52 feet

We wanted to change direction of E to be placed along property line – and purchase 28 additional feet to get to desired configuration.

First we were told fencers are not able to do this – beyond their skillset.

Then we were told if we bought 80 feet, (52 “replacement”+ 28 “new”) they could do this…but the 52 feet included in contract in segment E is forfeited.

E

E relocated

6

The Front Porch Issue

We want to brick the floor of front porch

Ryland told us porch is 80SF… in reality, it’s 15 SF

Led to one month of repeated email and verbal dialog – we were told that 5 members of Ryland’s exec team reviewed and all agree it’s 80 SF “Bill” (the head of construction) and “Rich”, (the

head of purchasing) both insisted it’s 80 SF

Our take away from this – Ryland Corporate either has so little concern for their customer that they can’t take 2 minutes to read the blue print… or they lack the skills to be able to read a blue print… both are concerning.

Kevin brought sanity to the situation and over-rode Ryland Corporate. Front porch blueprint:

5 X 3 = 15 …. Not 80

7

Our “Electrical” Meeting with Guardian

45 minute high pressure sales pitch on security systems

Told “So Mr. Flaherty, it appears I’m more concerned about the safety of your 95 year old mother-in-law than you are” by Guardian rep

“Sign the contract now – you can always cancel later”

“I’m really concerned about your mother-in-law – what if I give you 6 months free now to sign the contract today”

15 minute electrical “consulting” with very low product knowledge i.e. did not know answers on 220

volt upgrade and amp impact

8

The Master Shower Challenge

Changes made to shower – requested extended shower with

seat

Major confusion on pricing of shower and seat between

Ryland sales and Design Center

“I don’t think we’ve ever done this”

Very similar changes in another Hamilton plan designed right

before ours in Twin Creeks

We gave up on getting what we wanted and accepted an

alternative

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Despite all this – we move on…

Our frustration level was so high after design process we strongly considered ending the deal at that point.. But decided to move forward to the build stage.

The build stage has introduced a new set of problems, including significant deviations from the blueprint, numerous errors with materials delivered and installed, poor quality of product and workmanship and other unwanted surprises.

10

Major differences from blueprint

Missing window in “office”/converted tandem garage bay

After missing window issue identified, the installed window in

office was not size or location of window in blueprint

This window also had installation errors (bows and apparent

lack of flashing)

Missing window above front door

These were all resolved – but it was very concerning that we had to identify that

these issues existed .. These are all standard Ryland options clearly shown on

blueprints.

11

Major theme – “Not what we ordered”

Interior paint color wrong - After 1 month of dialog and hearing “it’s the color you signed off on” it was

determined to be the wrong color

Is “Desert Fawn” even an option? – we only had 3 choices at design center and none were Desert Fawn with yellow tint

Exterior paint colors wrong (colors applied in wrong location)

Backsplash wrong

Master shower window obscure glass delivered different than design center option We decided to upgrade to glass block to alleviate issue

Shower door glass wrong

Cabinets wrong

Exterior mortar WRONG!

Appliances WRONG!!!

Hardwood floors wrong????

12

Mortar issue – not spectrum white

Specifically ordered spectrum white at upgrade of $790 to provide architectural interest

REPEATEDLY reminded Kevin and Martha we wanted white mortar

White mortar is made with white cement and white sand

Sand used in our house was brown – mortar is tan

Kevin’s response… “Looks white to me”

Friend’s response… “Looks institutional – like a school”

13

Hardwood Floors

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Hardwood Floors The hardwood floors are a major investment ($27K)

and have been a huge source of concern.

First, let’s start with the basics - Are these the floors

we ordered?

Dominic told us the manufacturer is “Reeders”

The floor we ordered is River Ridge Frio – part of the

Southern Traditions line

Installation DID NOT meet manufacturer’s or

National Wood Flooring Association job site

REQUIREMENTS for ENGINEERED hardwood

floor installation

Temperature

Humidity

The floors were delivered and installed on the same day,

when night time temperatures were 25-30 and daytime

was 35-45.

House was not sealed. Major construction was not

complete.

Also violated Glue Manufacturer’s Requirements 15

From National Wood Flooring Association Installation Video for ENGINEERED hardwood floors

https://www.youtube.com/watch?v=Eds2pfKyfcw 16

Window issues From manufacturer’s installation guidelines

for River Ridge Frio Engineered Hardwood

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Cabinets

Wrong cabinets delivered and

installed

Initial install included damaged

cabinet

Cabinets replaced

Now have damaged cabinet again

Cracks in newly installed cabinets

18

The Cabinet Fiasco Continued

The design center focuses selection on the cabinet doors. You do not learn of the poor quality of the frame until the install.

“We changed cabinet providers…. The old vendor’s cabinets were poor quality and had warranty issues”

Ryland Design Center Rep

Unfortunately – we have the “old vendor”.. Even though you could have switched us when the wrong cabinets appeared

This cabinet (from first install) had cracks on the side surface

and interior particle board material. It was installed anyhow,

then removed and discarded in the front yard.

19

Appliances

We spent $1790 to upgrade to

“Appliance Package 4” featuring

GE Profile line of Appliances

Cooktop and Microwave are

Profile

Oven and Dishwasher are GE

Standard

Not consulted/warned of this

change GE Standard Dishwasher

I understand that GE discontinues product. The substitution of downgraded product

outside the GE Profile line without any discussion with us leads me to the assumption

that I’ve been ripped off. This may be a false assumption, but without communicating the

change to your customer, and based on the state of our relationship, it’s the only

conclusion I can reach. 20

Appliances

Ordered Delivered GE Profile Series

Cooktop JGP94DSEK Did not get number –

has Profile brand logo

Yes

Double Oven PT956SR JT55000SF1 No

Dishwasher PDWT180 GDT580SSF No

Microwave PT956SR PVM9215SF1 Yes

21

Window Installation Issues

Multiple indows with

condensation inside glass –

indicates broken seal.

Replacement windows appear not to be flashed in

similar way to original windows

Windows not square -

gaps and locking issues

22

Roofing questions/concerns

Large number of raised

shingles

Roof irregularities / patches

23

Poor Workmanship

The granite counters were not protected

during the demolition of the wrong

backsplash and installation of the new

backsplash (note plastic cover removed

for some reason. Demolished tiles and

grout fell all over exposed granite.

The cabinets and hardwood floor were apparently wiped with

a grout-filled cloth. Manufacturer strongly encourages that

hardwood be the last thing installed for this reason and

considers this construction traffic abuse.. Per manufacturer’s

instructions, 3-M Blue Tape can be used to hold planks tightly

together and reduce minor shifting of floors during

installation. Remove adhesive from the surface of the installed

flooring as you work. All adhesive must be removed from

flooring surfaces prior to applying 3-M Blue Tape. Tape

should never be allowed to remain on floor for an

extended period and never overnight. No claims

will be processed for tape damage. 24

Poor Workmanship Patch/significantly different

color mortar

Shower door alignment

issues – is wall square?

Vertical brick on front

should wrap around corner

for several feet as done on

other side

25

Tile Installation

Cut tile edge out

Tile in bathrooms has been installed with cut edge

exposed as opposed to finished edge. This has occurred

numerous times in both bathrooms.

26

Poor Workmanship

Window alignment issues

– many will not lock and

several have significant

gaps

27

Poor Workmanship

At this point – even

the little things

become a source of

frustration and point

to the bigger

issue...Does anyone

care? How hard is it

to align door opener

buttons? Numerous

small things like this

just reinforces the

perception that

quality is not a goal.

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Our Daily Questions and Concerns

What else did we miss?

Is Ryland so focused on reaching

their end of year number that they

are overextended and sacrificing

quality? 29

Conclusion – We Can’t Take Anymore

Based on the ongoing challenges we have seen in the design, but especially the build process, we have lost all faith in Ryland. And after many long discussions – we realize that we hate everything about this house.

In the beginning we were very excited about moving into this house. Now, this has become a source of much stress and concern. We’ve seen a number of issues – some of which were fixed – and some that will not be.

In addition to the known problems, we fear the unknown. Based on the overall trends we have seen, we are very concerned about items we may have missed. And in researching other’s experience with Ryland warranty, we are concerned that any interactions with Ryland warranty will be as frustrating, if not more so, than our current experiences.

It’s not just a house issue – it’s a Ryland issue. We have lost all trust and faith in Ryland’s ability and intent to deliver a quality home.

We are not going to purchase this house.

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