Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]First off, I accept the part of them finishing the work that is stated in #3, however I do not accept that all work was done in July as stated in #2, and that it was only items that needed completed for the addendum, it was they have the paperwork Lastly if all work was completed in July did they forge our signatures that we signed off on the completed work, and that it was done to our satisfaction, because we have signed off on nothing stating all work was completed prior to my filing a complaint.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and
compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Inverness Homes reached out to me immediately following their rejection of my request for replacement doors and stated that we could meet to discuss a resolutionThey informed me that they would be unable to meet for approximately two weeksIt is unknown at this time if my request for the replacement doors that I selected on 9/11/will be met. I will be following back up with the Revdex.com at the conclusion of the meeting with Inverness to advise if the issue has been professionally handled.
Regards,
*** ***
We appreciate the homeowners reply and understand their positionSince our position hasn't changed and the homeowner seems willing to accept our proposal detailed in our July response there is no point to continue reiterating the merits of each parties positionThe following are the details of our proposal:Upon receiving conformation of acceptance of this proposal, a representative of our Warranty Department will contact the homeowner within days to schedule an appointment to inspect the affected areaBased on the results of the inspection, follappointments will be scheduled to make any required repairs to ensure the area is sealed and insulated correctlyThe drywall removed for the inspection and repairs will be replaced and finished in the same manner as it is currentlyUpon completion of the above noted work, a letter detailing the year warranty and a $*** check will be provided. We sincerely hope this is acceptable so we can reach closure and make any necessary repairs ASAP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Also as previously stated, the business has yet to address misleading business practices and out right lies to me as a customerIt is my hope consumer and the Revdex.com take noticeIt is disheartening that a business that does this can still be at a A+ rating and mislead customers like this. I first would like to address what the builders consider industry standards? All they given me is a copy of the warrantyThey have no source of what the industry standard isUsing the phrase "Industry standard" gives the illusion to consumers and the Revdex.com that they have actually met that. I am requesting Inverness home show the source of where they get the "industry standard"Their warranty packet is not sufficient due to it not being a source. I am requesting that they fix all areas which are measuring close to the same.Method of fixing being addressing the joist and not just putting leaving pudding on the area as it will crack due to the level of the uneven floor. These areas would include the kitchen, foyer and entrance to the master bedroom. Replacing the floor with previously requested material. I am hoping for a resolution and we are holding businesses accountable for these issues.
Regards,
*** ***
As I said in the previous response, Inverness has offered a resolution that will be satisfactory if they actually follow through. But, there is no way to know if they will follow through until closing on the new construction in late January. I can update the report when we know that the matter has actually been resolved.
[redacted]
Per our conversation, we agree to proceed with the repairs based on the homeowners response detailed below (acceptance noted by each item). Please confirm that it’s acceptable for Inverness personnel to contact the homeowners in order to schedule the necessary appointments. Thanks for your assistance, [redacted]Items #1, 7, 11, 15, 16, 21 and 22 - complete/resolved #1GUTTER DIVERTER WAS INSTALLED OVER DINING ROOM WINDOW, NOT INNER CORNER OF GARAGE; #7 INCLUDED AIRTRON COMING BACK IN THE WARM WEATHER TO TEST THE RESULTS OF ITS PISTON INSTALLATION, SUBJECT TO THE APPROVAL OF VERTECH INC. THIS HAS NOT BEEN COMPLETED, SO ITEM 7 IS NOT COMPLETE. ACCEPTED Item #2 - Pending response from Warren County Building Department. IF WARREN COUNTY HAS AN EXEMPTION ON THE DRIP EDGE WHICH IS STATE LAW, THEN INVERNESS NEEDS TO ACCOMODATE OUR CONTRACTOR IN INSTALLING ONE, WHICH IS A VERY INEXPENSIVE THING TO DO, AT THE TIME INVERNESS ADDRESSES THE OTHER VERY MAJOR PROBLEMS WITH THE ROOF. ACCEPTED Item #3 - In order to address this issue our experts need to determine the root cause which requires access to the attic and roof. In our opinion this is not a new request since our position noted in the Service Plan reflects "We will further investigate the cause of the ridge lines in the roof to determine the best course of action to repair in accordance to industry standards". For clarification, our definition of investigate is to have an Inverness representative and a third party that is experienced with this type of issue inspect the affected area and provide written documentation of the issue with a recommended course of action. The homeowners provided a detailed repair based on the recommendation of their representative (Steve Verssen of Vertech Inc.) so we find it reasonable that Inverness be provide the same opportunity. INVERNESS NEEDS TO STATE THAT IT WILL CORRECT THE RIDGE LINES TO BE IN ACCORDANCE WITH PUBLISHED INDUSTRY STANDARDS. IT IS FINE FOR THEM TO INSPECT, WHICH THEY HAVE ALREADY DONE, BUT THAT INSPECTION IS ONLY TO ASSIST THEM IN GATHERING INFORMATION ON HOW TO REPAIR THE UNACCEPTABLE DEVIATION OF THE TRUSSES. IF THEY WISH TO SPEND ADDITIONAL MONEY WHEN THEY ALREADY HAVE BEEN SHOWN HOW TO DO THAT, THAT IS FINE, BUT THEY CANNOT TAKE THAT MONEY OUT OF THE BUDGET FOR REPAIRING MY HOME.ET ACCEPTED Item #4 - In order to complete the agreed upon calculations the third party expert requires access to the attic. THIS WAS NEVER IN DISPUTE. INVERNESS WAS JUST TRYING TO NOT DO IT.ACCEPTEDItem #5 - This can be scheduled at anytime or addressed with #3. We defer to the preference of the homeowners. AS PREVIOUSLY DISCUSSED NUMEROUS TIMES, THIS WILL BE DONE WHILE THE ROOF AND SHINGLE REPAIRS ARE BEING DONE, BEFORE ADDRESSING INSULATION. ACCEPTED Item #6 - This will be addressed with #2 and #3 Item #8 and 9 - Both items can be addressed at any time as long as the ground is dry enough to support the required equipment. Per the Service Plan, all parties will agree on the grading work prior to commencement. Inverness and the subcontractor that will perform the work are prepared to meet at the home to finalize the plan (NOTE: this can be done prior to or the same day the work starts). Item #10 - No Action at this time Item #12 - In order to complete this work we need access to the affected areas so we clearly understand the scope and can establish the material requirements. INVERNESS MAY HAVE ACCESS BUT WILL AGREE TO RESOLVE POPPING UNDER MASTER BATHROOM, WHICH IT WALKED OUT BEFORE DOING, AND POPPING ON THE LEFT SIDE OF THE HOME, WHICH IT AGREED TO DO IN FRONT OF THREE WITNESSES. ACCEPTED Item #13 - Inverness will provide a letter addressing this issue Item #14 - Agreed upon Item #17 - It's our understanding the door has been delivered to the residence. If so, the installation can be scheduled at anytime. SO SCHEDULE IT. ACCEPTED Items #18, 19, and 20 - This work can be scheduled at anytime. LONG OVERDUE. SCHEDULE IT ACCEPTED Item #23 - No Action
First let me apologize for the lack of follow up from our Warranty personnel. In order to avoid additional frustrations it's imperative we understand the items that haven't been addressed and/or the items that haven't been addressed to your satisfaction. The following is our understanding of...
the status of your One Year Service Request:1. The One Year list was completed and signed off. However, based on the time of year, the 3 exterior related items were added to an Addendum to be completed when weather permitted.2. The Addendum items were completed in July and documented with photos of the work. 3. In addition, our Warranty Service Representative verbally agreed to repair a loose gutter and paint touch up some siding at the rear patio. This work has not been completed pending receipt of the correct paint color from the siding manufacturer. Both items should be completed in the next 2 weeks.In order to make sure all other items have been properly addressed, our Warranty Service Representative will contact the Homeowner to determine if any other issues remain. In the event there are additional items not noted in #3 above the Warranty Service Representative will provide the anticipated timeline for completion.
Inverness Homes acknowledges receipt of photos from the homeowner which reflected standing water at the east and rear property lines. The community grading plan designed by the subdivision engineer and approved by the city reflects that the rear yard should drain to the rear property line and flow...
from east to west to a catch basin located 3 lots to the west with the front yard draining to the street at the east side property line. Based on our inspection and the photos provided by the homeowner this is how the yard is graded. The drainage location and direction are noted on the lot specific plot plan reviewed with the homeowner prior to start of construction with a copy provided at the closing of the home. The Industry Standards set forth by the Home Builders Association reflects that water should not stand for more than a 48 hour period. Based on our inability to determine the length of time the water was standing from the photos, we decided to visit the property after a rainfall.Therefore, on Monday, June 19 at 5:00 pm after several hard rains during the day, we visited the property to determine if the yard was draining properly. During our visit we observed the water was flowing from the yard to the rear and side swales per the grading plan. We returned to the home on Tuesday, June 20 at 8:00 am (15 hours later) and observed there was no standing water on the property. Our Construction Manager for the community reviewed our finding with the homeowner on Wednesday, June 21. Although the homeowner indicated her understanding of our position she was still not satisfied with the condition.In summary, our position is the yard is graded and draining per the approved grading plan with no standing water after 48 hours. However, with approval/agreement from the homeowner, we are willing to have a qualified third-party (engineer or experienced grading/drainage company) inspect the property to determine if the condition should/can be improved and provide a written report of the findings with recommendations for improvement if applicable. Also, we scheduled a meeting for 9:00 am on Monday, June 26 at the home with the city employee that inspected the property for the homeowner to review and clarify his findings. We encourage the homeowner to attend if possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] At this time I am not satisfied with the explanation of the drainage in my front and back yard. I will be very happy to have an expert look at the grade of my yard and tell me if the grade is correct. Yes I do want to be part of the meeting .
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]imverness did do a survey but I have not received a copy of the findings and I have left three voicemails to Mr Lambert and he did not return the calls . also no further discussion on the problem and possible solutions Regards [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]There are statements in this response made by Inverness Homes that are completely false. The information requested by them has already been submitted to the one person at Inverness Homes who I had been in contact with, Doug [redacted]. Inverness Homes should be well aware that the issue at hand is not a defective shingle or the wind blowing.
Regards,
[redacted]
Inverness Homes has contacted the customer and flooring company representative to schedule an inspection by an independent third-party. Once that inspection is complete, it will be evaluated to determine any further action. Thank you
Inverness Homes makes every effort to address customer questions and concerns as timely and completely as possible. Prior to starting construction we meet with each customer to review building plans which the customer approves. Prior to drywall we meet with each customer to confirm correctness of installation locations. Prior to closing we orientate the customer to their new home and note any items for correction. The items that can be corrected prior to closing are signed-off by the customer. The items that cannot be completed, such as weather related items, are noted on an Addendum to be completed weather permitting by June 30. Also after closing, every Home receives a 60-Day and 1-year inspection. Our records indicate that all items noted on the Pre-settlement Checklist were completed on 1/22/16. All items noted on the Pre-settlement Addendum (Install front two (2) downspouts, remove form boards from exterior concrete, and repair or replace multiple areas of stone on fireplace) are completed. The items listed on the Spring Service List Addendum (exterior painting, landscape, sod, replace one (1) block of private sidewalk) have been completed with the exception of the painting of the back door, which is scheduled for completion on 5/28/16. Additionally, our records indicate that the elongated toilet was switched. Our records indicate that all items noted on the original Revdex.com complaint have been completed, addressed, or are scheduled to be completed or addressed. In regards to the more recent service and standards complaints, the Construction Manager from Inverness Homes will contact the customer within five (5) business days to schedule a day/time that those items can be addressed. Thanks, Inverness Homes
Inverness and the customer entered into an agreement to
construct a new home on March 3*, 20*4. The customer closed on the home on
December *7, 20*4. At the time of entering into an agreement to construct the
home, the customer communicated that they worked for a tile distributor for...
a
flooring company that we used and were adamant that they had to supply and
direct the installation of the tile in the home. On June 22, 20*4, the customer
and Inverness Homes signed an Exhibit A-* (attached) indicating that the
customer would be responsible to directly pay the flooring company for any
installation costs above the base cost of installation. During construction of
the home, the customer supplied, supervised, and worked directly with the
flooring company for the entire installation of the tile/stone. The flooring
company made notes of the customer’s requirement to be present and provide the installation directions on their labor tickets
(attached). The customer paid the flooring company directly in full for the
installation costs above the base cost. The customer closed on the home
December *7, 20*4. On October 26, 20*6,
almost two (2) years after their closing, the customer contacted Inverness
Homes regarding a leak at the shower tile/stone area. Inverness Homes inspected
the area and contacted the flooring company to inspect the area.
The customer has a one (*) year warranty after their closing
on the tile that we supply. The claim was made almost two (2) years after their
closing. Additionally, please understand that because the customer supplied,
supervised, and paid the costs directly to the flooring company to install the
tile/stone they supplied, Inverness Homes was not part or party to this work
and therefore is not responsible for any warranty of this tile/stone on the
customer claim. Respectfully, Inverness Homes
Inverness is now in receipt of the report from the engineer detailing the existing grade elevations of the yard surrounding the home and the drainage routes at the sides and rear property lines. The Inverness Area Manager and Construction Manager have scheduled a meeting with the homeowner for Friday, August 4th to review the engineer's report and establish a plan of action to address the concerns.
The following details the commitment from Inverness Homes on June 23, 2017 and subsequently agreed to be the homeowner on June 26, 2017:1. A meeting will occur at the residence between the homeowner, the Inverness Construction Manager and [redacted] from the city of [redacted] to review the situation and clarify the perspective/position of each party. This meeting was conducted on June 26, 2017 with Mr. [redacted] communicating that in his opinion the grading and swales were working as designed.2. Inverness agreed to have a local engineering company survey the property to determine the existing grade elevations to ensure there is proper drainage away from the home and the swales are draining per the overall community grading and drainage plan. This was completed on June 28,2017. The report from the engineer is pending and will be forwarded to the homeowner upon receipt.As follow-up, the Inverness Construction Manager will schedule a meeting with the homeowner after receipt of the report from the engineer to review the recommendations and establish a plan for implementing said recommendations. The results of this meeting and the specific action plan will be documented in writing for agreement and approval by the homeowner prior to any recommended corrective action.
We will replace the vanity cabinet upon confirmation by our [redacted] Service Manager that the damage occurred as a result of a water leak. The fireplace marble hearth has been addressed and our position remains the same as previously communicated:1. Marble is a natural stone product that...
typically contains imperfections and color variations that range from minor to significant.2. The imperfection in the hearth was not man-made. The product supplier confirmed the imperfection is a characteristic of marble and the uniqueness of this specific piece.3. As in this case, veining and other imperfections in the surface are typically filled with man-made materials to provide a smoother surface finish and add stability.4. The customer signed the FIREPLACE SURROUND ACKNOWLEDGEMENT ADDENDUM at the time they selected this product. Specifically, the addendum states: Inverness will not assume any liability for excessive veining and/or color variations or take responsibility for replacing any marble that evidences excessive veining or color variations and the standard practice is to repair excessive veining and other color variations on the marble fireplace surround.Therefore, since the imperfection is typical for this product and the customer acknowledged their understanding of the inherent features in marble by signing the addendum, we are not willing to replace the marble fireplace hearth. Upon confirmation this is acceptable, our [redacted] Service Manager will schedule an appointment to inspect the vanity and provide a timeline for replacement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, I would like to thank the business for taking the
time to give us a response.
Second, I would like to say that I do not agree with many
things stated in their letter. I will use data and evidence to demonstrate my
points below. I welcome Inverness Homes to help me understand their
perspective. I will list what I am
asking in the end of this letter. I appreciate they took the first step to try
to resolve this. At the same time, I truly believe what I am asking for, which
is listed at the end of this letter, is what I deserve at least.
1. About price,
Inverness Homes claimed that “it seems high” for the cost of work in 2014. We don’t know what the business could have
used to estimate the cost to do the work in 2014. The cost was independently determined by
government regulated methods & rates through [redacted]. You should have the 2014 cost breakdown totaling
for $[redacted] for the emergency drying & mold prevention, $[redacted] for the
put back, and $[redacted] for the emergency plumbing company that originally installed
it. In summary, the cost for the 2014 work is absolutely fair and reasonable
based on government standard. Why it is expensive? Because it was a lot of water problem.
2. About the
water issue itself, I firmly believe it needs to be fixed by the builder as I
believe it is caused by issues during the building process. And we already did
our due diligence about contacting them. They denied offering any help when we
called their main office. We were forced to use another contractor to fix the
problem as we still needed to live here. There is no reason Inverness Homes can
blame that we did not contact them about the issue and used another contractor
now. It is not about “if their warranty department was contacted, the issue
would have been gone. “ It is that they refused to help. What we could have
done?
a. The 2014 plumbing
work was done by the builder’s contractors unlike they claimed in their letter.
b. In my opinion,
I firmly believe there is an air leak in the house that caused the pipes to
burst because of the following:
i) After the
issue occurred, the enclosure of the problem area is opened up. So the problem
area is open / connected with the rest of the garage. However, when we used the
thermometer to measure the temperature inside the enclosure and the temperature
of the ceiling right next to the enclosure, which is supposed to be at the same
temperature, the enclosure is quite a few degrees lower. We did this
measurement with the handy man that we found from [redacted]. He witnessed
it.
ii) The handy man
felt the air flow breeze and I did as well when we put our hands in the problem
area. With the temperature measurement and the feeling of the breeze, we are
sure there is a leak in the house and he suspects someone forgot to insulate
during the build.
c. About the
denial of communication and the claim that Inverness Homes made that if their
warranty department was contacted, the issue would have been solved.
d. The email to
the sales department and the phone record to their main office proved that we
contacted them. Their first letter clearly stated that no contact from us based
on their record, which is not true. Now they changed into no contact to their
warranty department.
I would like to ask Inverness Homes on how we could have
operated.
i) We emailed to
sales department as that is whom we know.
ii) We called
based on the sales department recommendation. On the phone, we were told that
Inverness Homes will NOT assist in any way.
Under these events, what WE COULD HAVE DONE, please? Your
main office response does NOT REPRESENT your warranty department? I hope Inverness
Homes see that your main office represents you. A customer will not know there
is a warranty department that needs to be contacted when they are refused by
your main office. I hope you see the point I am making here. Even if this is
not how your company operated, your main office should have told us to contact
your warranty department.
In my eyes, your claim of “if the warranty department was
contacted, the issue would have been issued” is absolutely not reasonable at
all.
As a matter of fact, when I received the letter from your
office, the letter stated that if I have any questions, I can ask the manager
that sent the letter. When I saw the discrepancy about communication, I called
twice, I left a message, I called separately and asked Abby to ask the manager
to get back to me.
However, I did not get any response to my questions. I felt
that the promise made by the business is not honored by them. I was not
respected either. I suggest Inverness Homes honor promise – when they say the
clients can ask questions, and then they mean it.
3. Here is what
we are asking for:
a. Restore the
garage to its intended [redacted] with all of the necessary insulation and sealing
so there is no more frozen pipe breakage with a 5 year warranty.
b. Compensate
every penny we spent on this issue in 2014 and 2015. I firmly believe it is the
leak in the house that caused the issue (Please refer above for data that
demonstrate this). I SHOULD NOT be spending my hard money on fixing an issue
not caused by me. Inverness did not help as requested in 2014.
This house is proven to be a lemon in the sense that I could
not even sell it. Who will buy it within the next years with 3 major water
issues? The things I am asking for is less than what I deserve already.
In the end, I hope Inverness Homes will help us solve this
problem.
Thanks!
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]First off, I accept the part of them finishing the work that is stated in #3, however I do not accept that all work was done in July as stated in #2, and that it was only items that needed completed for the addendum, it was they have the paperwork Lastly if all work was completed in July did they forge our signatures that we signed off on the completed work, and that it was done to our satisfaction, because we have signed off on nothing stating all work was completed prior to my filing a complaint.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and
compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Inverness Homes reached out to me immediately following their rejection of my request for replacement doors and stated that we could meet to discuss a resolutionThey informed me that they would be unable to meet for approximately two weeksIt is unknown at this time if my request for the replacement doors that I selected on 9/11/will be met. I will be following back up with the Revdex.com at the conclusion of the meeting with Inverness to advise if the issue has been professionally handled.
Regards,
*** ***
We appreciate the homeowners reply and understand their positionSince our position hasn't changed and the homeowner seems willing to accept our proposal detailed in our July response there is no point to continue reiterating the merits of each parties positionThe following are the details of our proposal:Upon receiving conformation of acceptance of this proposal, a representative of our Warranty Department will contact the homeowner within days to schedule an appointment to inspect the affected areaBased on the results of the inspection, follappointments will be scheduled to make any required repairs to ensure the area is sealed and insulated correctlyThe drywall removed for the inspection and repairs will be replaced and finished in the same manner as it is currentlyUpon completion of the above noted work, a letter detailing the year warranty and a $*** check will be provided. We sincerely hope this is acceptable so we can reach closure and make any necessary repairs ASAP
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Also as previously stated, the business has yet to address misleading business practices and out right lies to me as a customerIt is my hope consumer and the Revdex.com take noticeIt is disheartening that a business that does this can still be at a A+ rating and mislead customers like this. I first would like to address what the builders consider industry standards? All they given me is a copy of the warrantyThey have no source of what the industry standard isUsing the phrase "Industry standard" gives the illusion to consumers and the Revdex.com that they have actually met that. I am requesting Inverness home show the source of where they get the "industry standard"Their warranty packet is not sufficient due to it not being a source. I am requesting that they fix all areas which are measuring close to the same.Method of fixing being addressing the joist and not just putting leaving pudding on the area as it will crack due to the level of the uneven floor. These areas would include the kitchen, foyer and entrance to the master bedroom. Replacing the floor with previously requested material. I am hoping for a resolution and we are holding businesses accountable for these issues.
Regards,
*** ***
As I said in the previous response, Inverness has offered a resolution that will be satisfactory if they actually follow through. But, there is no way to know if they will follow through until closing on the new construction in late January. I can update the report when we know that the matter has actually been resolved.
[redacted]
Per our conversation, we agree to proceed with the repairs based on the homeowners response detailed below (acceptance noted by each item). Please confirm that it’s acceptable for Inverness personnel to contact the homeowners in order to schedule the necessary appointments. Thanks for your assistance, [redacted]Items #1, 7, 11, 15, 16, 21 and 22 - complete/resolved #1GUTTER DIVERTER WAS INSTALLED OVER DINING ROOM WINDOW, NOT INNER CORNER OF GARAGE; #7 INCLUDED AIRTRON COMING BACK IN THE WARM WEATHER TO TEST THE RESULTS OF ITS PISTON INSTALLATION, SUBJECT TO THE APPROVAL OF VERTECH INC. THIS HAS NOT BEEN COMPLETED, SO ITEM 7 IS NOT COMPLETE. ACCEPTED Item #2 - Pending response from Warren County Building Department. IF WARREN COUNTY HAS AN EXEMPTION ON THE DRIP EDGE WHICH IS STATE LAW, THEN INVERNESS NEEDS TO ACCOMODATE OUR CONTRACTOR IN INSTALLING ONE, WHICH IS A VERY INEXPENSIVE THING TO DO, AT THE TIME INVERNESS ADDRESSES THE OTHER VERY MAJOR PROBLEMS WITH THE ROOF. ACCEPTED Item #3 - In order to address this issue our experts need to determine the root cause which requires access to the attic and roof. In our opinion this is not a new request since our position noted in the Service Plan reflects "We will further investigate the cause of the ridge lines in the roof to determine the best course of action to repair in accordance to industry standards". For clarification, our definition of investigate is to have an Inverness representative and a third party that is experienced with this type of issue inspect the affected area and provide written documentation of the issue with a recommended course of action. The homeowners provided a detailed repair based on the recommendation of their representative (Steve Verssen of Vertech Inc.) so we find it reasonable that Inverness be provide the same opportunity. INVERNESS NEEDS TO STATE THAT IT WILL CORRECT THE RIDGE LINES TO BE IN ACCORDANCE WITH PUBLISHED INDUSTRY STANDARDS. IT IS FINE FOR THEM TO INSPECT, WHICH THEY HAVE ALREADY DONE, BUT THAT INSPECTION IS ONLY TO ASSIST THEM IN GATHERING INFORMATION ON HOW TO REPAIR THE UNACCEPTABLE DEVIATION OF THE TRUSSES. IF THEY WISH TO SPEND ADDITIONAL MONEY WHEN THEY ALREADY HAVE BEEN SHOWN HOW TO DO THAT, THAT IS FINE, BUT THEY CANNOT TAKE THAT MONEY OUT OF THE BUDGET FOR REPAIRING MY HOME.ET ACCEPTED Item #4 - In order to complete the agreed upon calculations the third party expert requires access to the attic. THIS WAS NEVER IN DISPUTE. INVERNESS WAS JUST TRYING TO NOT DO IT.ACCEPTEDItem #5 - This can be scheduled at anytime or addressed with #3. We defer to the preference of the homeowners. AS PREVIOUSLY DISCUSSED NUMEROUS TIMES, THIS WILL BE DONE WHILE THE ROOF AND SHINGLE REPAIRS ARE BEING DONE, BEFORE ADDRESSING INSULATION. ACCEPTED Item #6 - This will be addressed with #2 and #3 Item #8 and 9 - Both items can be addressed at any time as long as the ground is dry enough to support the required equipment. Per the Service Plan, all parties will agree on the grading work prior to commencement. Inverness and the subcontractor that will perform the work are prepared to meet at the home to finalize the plan (NOTE: this can be done prior to or the same day the work starts). Item #10 - No Action at this time Item #12 - In order to complete this work we need access to the affected areas so we clearly understand the scope and can establish the material requirements. INVERNESS MAY HAVE ACCESS BUT WILL AGREE TO RESOLVE POPPING UNDER MASTER BATHROOM, WHICH IT WALKED OUT BEFORE DOING, AND POPPING ON THE LEFT SIDE OF THE HOME, WHICH IT AGREED TO DO IN FRONT OF THREE WITNESSES. ACCEPTED Item #13 - Inverness will provide a letter addressing this issue Item #14 - Agreed upon Item #17 - It's our understanding the door has been delivered to the residence. If so, the installation can be scheduled at anytime. SO SCHEDULE IT. ACCEPTED Items #18, 19, and 20 - This work can be scheduled at anytime. LONG OVERDUE. SCHEDULE IT ACCEPTED Item #23 - No Action
First let me apologize for the lack of follow up from our Warranty personnel. In order to avoid additional frustrations it's imperative we understand the items that haven't been addressed and/or the items that haven't been addressed to your satisfaction. The following is our understanding of...
the status of your One Year Service Request:1. The One Year list was completed and signed off. However, based on the time of year, the 3 exterior related items were added to an Addendum to be completed when weather permitted.2. The Addendum items were completed in July and documented with photos of the work. 3. In addition, our Warranty Service Representative verbally agreed to repair a loose gutter and paint touch up some siding at the rear patio. This work has not been completed pending receipt of the correct paint color from the siding manufacturer. Both items should be completed in the next 2 weeks.In order to make sure all other items have been properly addressed, our Warranty Service Representative will contact the Homeowner to determine if any other issues remain. In the event there are additional items not noted in #3 above the Warranty Service Representative will provide the anticipated timeline for completion.
Inverness Homes acknowledges receipt of photos from the homeowner which reflected standing water at the east and rear property lines. The community grading plan designed by the subdivision engineer and approved by the city reflects that the rear yard should drain to the rear property line and flow...
from east to west to a catch basin located 3 lots to the west with the front yard draining to the street at the east side property line. Based on our inspection and the photos provided by the homeowner this is how the yard is graded. The drainage location and direction are noted on the lot specific plot plan reviewed with the homeowner prior to start of construction with a copy provided at the closing of the home. The Industry Standards set forth by the Home Builders Association reflects that water should not stand for more than a 48 hour period. Based on our inability to determine the length of time the water was standing from the photos, we decided to visit the property after a rainfall.Therefore, on Monday, June 19 at 5:00 pm after several hard rains during the day, we visited the property to determine if the yard was draining properly. During our visit we observed the water was flowing from the yard to the rear and side swales per the grading plan. We returned to the home on Tuesday, June 20 at 8:00 am (15 hours later) and observed there was no standing water on the property. Our Construction Manager for the community reviewed our finding with the homeowner on Wednesday, June 21. Although the homeowner indicated her understanding of our position she was still not satisfied with the condition.In summary, our position is the yard is graded and draining per the approved grading plan with no standing water after 48 hours. However, with approval/agreement from the homeowner, we are willing to have a qualified third-party (engineer or experienced grading/drainage company) inspect the property to determine if the condition should/can be improved and provide a written report of the findings with recommendations for improvement if applicable. Also, we scheduled a meeting for 9:00 am on Monday, June 26 at the home with the city employee that inspected the property for the homeowner to review and clarify his findings. We encourage the homeowner to attend if possible.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] At this time I am not satisfied with the explanation of the drainage in my front and back yard. I will be very happy to have an expert look at the grade of my yard and tell me if the grade is correct. Yes I do want to be part of the meeting .
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]imverness did do a survey but I have not received a copy of the findings and I have left three voicemails to Mr Lambert and he did not return the calls . also no further discussion on the problem and possible solutions Regards [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]There are statements in this response made by Inverness Homes that are completely false. The information requested by them has already been submitted to the one person at Inverness Homes who I had been in contact with, Doug [redacted]. Inverness Homes should be well aware that the issue at hand is not a defective shingle or the wind blowing.
Regards,
[redacted]
Inverness Homes has contacted the customer and flooring company representative to schedule an inspection by an independent third-party. Once that inspection is complete, it will be evaluated to determine any further action. Thank you
Inverness Homes makes every effort to address customer questions and concerns as timely and completely as possible. Prior to starting construction we meet with each customer to review building plans which the customer approves. Prior to drywall we meet with each customer to confirm correctness of installation locations. Prior to closing we orientate the customer to their new home and note any items for correction. The items that can be corrected prior to closing are signed-off by the customer. The items that cannot be completed, such as weather related items, are noted on an Addendum to be completed weather permitting by June 30. Also after closing, every Home receives a 60-Day and 1-year inspection. Our records indicate that all items noted on the Pre-settlement Checklist were completed on 1/22/16. All items noted on the Pre-settlement Addendum (Install front two (2) downspouts, remove form boards from exterior concrete, and repair or replace multiple areas of stone on fireplace) are completed. The items listed on the Spring Service List Addendum (exterior painting, landscape, sod, replace one (1) block of private sidewalk) have been completed with the exception of the painting of the back door, which is scheduled for completion on 5/28/16. Additionally, our records indicate that the elongated toilet was switched. Our records indicate that all items noted on the original Revdex.com complaint have been completed, addressed, or are scheduled to be completed or addressed. In regards to the more recent service and standards complaints, the Construction Manager from Inverness Homes will contact the customer within five (5) business days to schedule a day/time that those items can be addressed. Thanks, Inverness Homes
Inverness and the customer entered into an agreement to
construct a new home on March 3*, 20*4. The customer closed on the home on
December *7, 20*4. At the time of entering into an agreement to construct the
home, the customer communicated that they worked for a tile distributor for...
a
flooring company that we used and were adamant that they had to supply and
direct the installation of the tile in the home. On June 22, 20*4, the customer
and Inverness Homes signed an Exhibit A-* (attached) indicating that the
customer would be responsible to directly pay the flooring company for any
installation costs above the base cost of installation. During construction of
the home, the customer supplied, supervised, and worked directly with the
flooring company for the entire installation of the tile/stone. The flooring
company made notes of the customer’s requirement to be present and provide the installation directions on their labor tickets
(attached). The customer paid the flooring company directly in full for the
installation costs above the base cost. The customer closed on the home
December *7, 20*4. On October 26, 20*6,
almost two (2) years after their closing, the customer contacted Inverness
Homes regarding a leak at the shower tile/stone area. Inverness Homes inspected
the area and contacted the flooring company to inspect the area.
The customer has a one (*) year warranty after their closing
on the tile that we supply. The claim was made almost two (2) years after their
closing. Additionally, please understand that because the customer supplied,
supervised, and paid the costs directly to the flooring company to install the
tile/stone they supplied, Inverness Homes was not part or party to this work
and therefore is not responsible for any warranty of this tile/stone on the
customer claim. Respectfully, Inverness Homes
Inverness is now in receipt of the report from the engineer detailing the existing grade elevations of the yard surrounding the home and the drainage routes at the sides and rear property lines. The Inverness Area Manager and Construction Manager have scheduled a meeting with the homeowner for Friday, August 4th to review the engineer's report and establish a plan of action to address the concerns.
Based on our recent executed agreement with the customer, we consider this issue resolved.
The following details the commitment from Inverness Homes on June 23, 2017 and subsequently agreed to be the homeowner on June 26, 2017:1. A meeting will occur at the residence between the homeowner, the Inverness Construction Manager and [redacted] from the city of [redacted] to review the situation and clarify the perspective/position of each party. This meeting was conducted on June 26, 2017 with Mr. [redacted] communicating that in his opinion the grading and swales were working as designed.2. Inverness agreed to have a local engineering company survey the property to determine the existing grade elevations to ensure there is proper drainage away from the home and the swales are draining per the overall community grading and drainage plan. This was completed on June 28,2017. The report from the engineer is pending and will be forwarded to the homeowner upon receipt.As follow-up, the Inverness Construction Manager will schedule a meeting with the homeowner after receipt of the report from the engineer to review the recommendations and establish a plan for implementing said recommendations. The results of this meeting and the specific action plan will be documented in writing for agreement and approval by the homeowner prior to any recommended corrective action.
We will replace the vanity cabinet upon confirmation by our [redacted] Service Manager that the damage occurred as a result of a water leak. The fireplace marble hearth has been addressed and our position remains the same as previously communicated:1. Marble is a natural stone product that...
typically contains imperfections and color variations that range from minor to significant.2. The imperfection in the hearth was not man-made. The product supplier confirmed the imperfection is a characteristic of marble and the uniqueness of this specific piece.3. As in this case, veining and other imperfections in the surface are typically filled with man-made materials to provide a smoother surface finish and add stability.4. The customer signed the FIREPLACE SURROUND ACKNOWLEDGEMENT ADDENDUM at the time they selected this product. Specifically, the addendum states: Inverness will not assume any liability for excessive veining and/or color variations or take responsibility for replacing any marble that evidences excessive veining or color variations and the standard practice is to repair excessive veining and other color variations on the marble fireplace surround.Therefore, since the imperfection is typical for this product and the customer acknowledged their understanding of the inherent features in marble by signing the addendum, we are not willing to replace the marble fireplace hearth. Upon confirmation this is acceptable, our [redacted] Service Manager will schedule an appointment to inspect the vanity and provide a timeline for replacement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, I would like to thank the business for taking the
time to give us a response.
Second, I would like to say that I do not agree with many
things stated in their letter. I will use data and evidence to demonstrate my
points below. I welcome Inverness Homes to help me understand their
perspective. I will list what I am
asking in the end of this letter. I appreciate they took the first step to try
to resolve this. At the same time, I truly believe what I am asking for, which
is listed at the end of this letter, is what I deserve at least.
1. About price,
Inverness Homes claimed that “it seems high” for the cost of work in 2014. We don’t know what the business could have
used to estimate the cost to do the work in 2014. The cost was independently determined by
government regulated methods & rates through [redacted]. You should have the 2014 cost breakdown totaling
for $[redacted] for the emergency drying & mold prevention, $[redacted] for the
put back, and $[redacted] for the emergency plumbing company that originally installed
it. In summary, the cost for the 2014 work is absolutely fair and reasonable
based on government standard. Why it is expensive? Because it was a lot of water problem.
2. About the
water issue itself, I firmly believe it needs to be fixed by the builder as I
believe it is caused by issues during the building process. And we already did
our due diligence about contacting them. They denied offering any help when we
called their main office. We were forced to use another contractor to fix the
problem as we still needed to live here. There is no reason Inverness Homes can
blame that we did not contact them about the issue and used another contractor
now. It is not about “if their warranty department was contacted, the issue
would have been gone. “ It is that they refused to help. What we could have
done?
a. The 2014 plumbing
work was done by the builder’s contractors unlike they claimed in their letter.
b. In my opinion,
I firmly believe there is an air leak in the house that caused the pipes to
burst because of the following:
i) After the
issue occurred, the enclosure of the problem area is opened up. So the problem
area is open / connected with the rest of the garage. However, when we used the
thermometer to measure the temperature inside the enclosure and the temperature
of the ceiling right next to the enclosure, which is supposed to be at the same
temperature, the enclosure is quite a few degrees lower. We did this
measurement with the handy man that we found from [redacted]. He witnessed
it.
ii) The handy man
felt the air flow breeze and I did as well when we put our hands in the problem
area. With the temperature measurement and the feeling of the breeze, we are
sure there is a leak in the house and he suspects someone forgot to insulate
during the build.
c. About the
denial of communication and the claim that Inverness Homes made that if their
warranty department was contacted, the issue would have been solved.
d. The email to
the sales department and the phone record to their main office proved that we
contacted them. Their first letter clearly stated that no contact from us based
on their record, which is not true. Now they changed into no contact to their
warranty department.
I would like to ask Inverness Homes on how we could have
operated.
i) We emailed to
sales department as that is whom we know.
ii) We called
based on the sales department recommendation. On the phone, we were told that
Inverness Homes will NOT assist in any way.
Under these events, what WE COULD HAVE DONE, please? Your
main office response does NOT REPRESENT your warranty department? I hope Inverness
Homes see that your main office represents you. A customer will not know there
is a warranty department that needs to be contacted when they are refused by
your main office. I hope you see the point I am making here. Even if this is
not how your company operated, your main office should have told us to contact
your warranty department.
In my eyes, your claim of “if the warranty department was
contacted, the issue would have been issued” is absolutely not reasonable at
all.
As a matter of fact, when I received the letter from your
office, the letter stated that if I have any questions, I can ask the manager
that sent the letter. When I saw the discrepancy about communication, I called
twice, I left a message, I called separately and asked Abby to ask the manager
to get back to me.
However, I did not get any response to my questions. I felt
that the promise made by the business is not honored by them. I was not
respected either. I suggest Inverness Homes honor promise – when they say the
clients can ask questions, and then they mean it.
3. Here is what
we are asking for:
a. Restore the
garage to its intended [redacted] with all of the necessary insulation and sealing
so there is no more frozen pipe breakage with a 5 year warranty.
b. Compensate
every penny we spent on this issue in 2014 and 2015. I firmly believe it is the
leak in the house that caused the issue (Please refer above for data that
demonstrate this). I SHOULD NOT be spending my hard money on fixing an issue
not caused by me. Inverness did not help as requested in 2014.
This house is proven to be a lemon in the sense that I could
not even sell it. Who will buy it within the next years with 3 major water
issues? The things I am asking for is less than what I deserve already.
In the end, I hope Inverness Homes will help us solve this
problem.
Thanks!
Regards,
[redacted]