Roof leaking on new home purchased in 2010First complaint was in April of 2012, it took no less than two attempts to contact Van Prooyen to respond. Van Prooyen claimed it condensation from a vent. Pictures were provided showing water damage to drywall in master bedroom closet above the door. Second complaint was made 6/22/14 water was once again leaking into the master bedroom closet. Video of leak was sent to van Prooyen. No response has been received. It has been 8 days. The issue may have never been fixed or built correctly the first time. Even though it seems to only be a small leak, the water has toDesired SettlementI would like proper repair to be made to the roof, or whatever is causing the water damage, instead of just a band aid being applied to buy the builder time to claim that the warranty has expired. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@vanprooyenbuilders.comWe apologize for the delay in responding. It was an oversight on our part. This home closed on April 27, 2010. According to our records, the first notice regarding a roof leak was received by [redacted] Builders on April 27, 2012 in conjunction with the homeowner's one year warranty request. Upon receipt, an initial inspection was conducted by the builder. Upon his suggestion, a work order request was sent to Ashford Builders (roofing). [redacted] from [redacted] inspected the property on May 21, 2012. In his professional opinion, he believed it was a leak caused by a defective roof vent fitting. As such, the work order was then sent to [redacted] Plumbing (plumber) who inspected it the week of May 28th. According to [redacted] inspection report, the first visual inspection revealed what appeared to be no signs of leakage. He explained to the homeowner that he would return to conduct a full inspection and with the proper materials to repair if necessary. Kipp's Plumbing returned for a second trip on June 26th at which time the plumber replaced sections of fittings and pipes as a precaution even though, in his professional opinion, nothing appeared faulty. Our records do not indicate any further correspondence with the homeowner regarding this issue for two years.On June 22, 2014, a second notice from the homeowner was received via email by the builder and forwarded (via email) to the Van Prooyen Builders staff for handling. Instructions from the builder were to notify Ashford Builders regarding the need for a re-inspection. Unfortunately, due to office staff turnover at that time, the issue was not forwarded to Ashford Builders until July 9. During a routine follow up phone call to see if the work had been scheduled (July 18), Van Prooyen Builders was advised, for whatever reason, Ashford Builders had not received the initial fax. [redacted] from Ashford requested we submit the work order via email due to fax issues. It is our understanding at this time that [redacted] is attempting to schedule his inspection visit with the homeowner on/around July 25th. Please note, Van Prooyen Builders warranty covers roof defects for a period of 4 years. AAs stated above, this home closed on April 27, 2010. The warranty for roof defects expired April 27, 2014. The warranty for roof defects will remain in effect until April 27, 2015. Van Prooyen Builders has every intention of standing by their warranty and ensuring that the homeowner's concerns will be addressed to their satisfaction. OFFER:
Failure to respond to repeated calls, texts, and requests for assistance after new home purchase.There is a very large sheet of drywall in my kitchen that is sliding down and threatens to fall onto my kitchen island. After several attempts to contact [redacted] we have not gotten a response as to why this was not properly installed. I have gotten several estimates and opinions from other contractors and they have all agreed that it is a serious issue that needs to be repaired, however, the builder should be responsible. It has absolutely nothing to do with settling but rather a lack of support in the drywall to keep it from slipping down. Among the other things the contractors deemed as faulty and poorly constructed, this is the most emergent issue.Desired SettlementI believe that the builder should fix the drywall issue instead of the homeowner having to pay several thousand dollars to have this done. I think that it is very unprofessional for Van Prooyen to refuse correspondence with me and the person in charge of handling my personal business. The issue needs to be repaired but not at my expense.Business Response We are in receipt of the complaint filed by Ms. [redacted] as it pertains to property address [redacted] Merrillville, IN XXXXX.Ms. [redacted] alleges that [redacted] Builders, Inc.(namely our sales representative [redacted] has failed to respond to her repeated calls, texts, and requests for assistance after purchasing one of our homes. Ms. [redacted] states there is a very large sheet of drywall in her kitchen sliding down and threatens to fall onto her kitchen island. Additionally, Ms. [redacted] states she has received several estimates and opinions from other contracts regarding said drywall concern. Lastly, Ms. [redacted] states there are other things deemed faulty and poorly constructed based on the opinion of her contractors.Before I respond to the actual complaint itself and the issues addressed, it is important to state that we have not received any form of communication from Ms. [redacted] for any reason, whatsoever, since she has closed on her home. No phones calls, no text messages, no emails (spam or otherwise), no mail, no visits to our sales center (which is only separated by 3 other homes). Our office is open weekly, Tuesday - Friday 8am-430pm and Saturday 12pm-4pm. To insure we didn't miss anything, we reviewed copies of our phone records and have absolutely zero phones calls received from Ms. [redacted]. We also checked with the Homeowners Association for [redacted] and the only record they had was an email dated May 27, 2014 stating she had turned on her irrigation valve. (see attached Item #1). We questioned our field staff and no one has been stopped while working in the community by Ms. [redacted] or her daughter for that matter. Our field staff is here Monday - Friday 7am-330pm. As for calls, texts, emails, etc. to personal cell phones owned by our staff again, nothing from Ms. [redacted]. The only logged calls/texts on [redacted] phone (verified through phone records) is a text message from Ms. [redacted]'s daughter asking for [redacted] assistance in her search for a rental unit 3/14/15 and a follow up phone call regarding the same topic on 7/20/15. (see attached Item #2).Again, no communication has been made with our office or staff at any time regarding a possible warranty related issue. If Ms. [redacted] has an issue that needs to be addressed this call should be made to our office XXX-XXX-XXXX. Once our office staff receives a call for a warranty related item, a work order is typed up, given to the Builder then within 48 hours a call is made to the homeowner in order to set up an inspection of the warranty related issue. Depending on the issue, a follow up appointment may be scheduled with the contractor who performed the work during construction. At that time, any warranty related item will be repaired or corrected. In the event the item is not covered under warranty, we will assist our homeowners in the process of securing a contractor to perform the work but there may be an expense passed ** to them.As far as our warranty is concerned it is important to understand that Van Prooyen Builders warranty is from date of completion, not date of closing. Our warranty covers drywall repairs for a period of one year. We also conduct 1-year inspections of all homes, when contacted by the homeowner that they wish to exercise that option. While Ms. [redacted] closing was 2/14/14, the actual date of completion was 10/14/2011. Based on the warranty language, no warranty would exist for drywall related defects. Furthermore, Van Prooyen Builders warranties general workmanship for a period of two years from completion which could have included the drywall related issue. However, the 2 years expired on 10/14/2013.In order to respond to the complaint filed by Ms. [redacted] I feel we need to revisit the entire process of the home purchase.Ms. [redacted] was introduced to our office and represented by a Real Estate Agent [redacted] for the purchase of property known as [redacted] An offer was submitted by said agent and on behalf of Ms. [redacted] on January 11, 2014. Please refer to Exhibit A, (email from [redacted] stating "the offer has been based on passed [redacted] and it has sat on the market for almost 2 years" As part of this purchase agreement (Exhibit B, page 4, section N, line 205) Ms. [redacted] selected that she 'will not' be provided a limited home warranty. Rather, she opted to ask for 'Builders warranty under Indiana state law to be applied to this property' (see page 6, section W, lines XXX-XXX).The offer was reviewed and countered on 1/13/14 by [redacted], Builder and Owner of [redacted] Builders, Inc. In the counter offer and in response to the request for a Builder warranty, it was indicated that we would provide 'Builder warranty effective with the date of completion 10/14/2011' (refer to Exhibit C, Counter Offer midway on the page) which is our standard warranty period as stated above. Ms. [redacted] was fully aware the property she was purchasing had been constructed just over 2 years prior (please refer back to email from [redacted] Regardless, the counter offer including the language pertaining to our warranty was accepted by Ms. [redacted] on 1/14/14.As part of the purchase, Ms. [redacted] selected to have an independent inspection conducted. The results (of the inspection) were received by Van Prooyen Builders on 1/19/14 reviewed and accepted by the Builder on 1/21/14 (refer to Exh D). There were 10 items that were deemed as needing repairs or explanation/education between Seller and Buyer. All 10 items were addressed in Seller's Inspection Response #1 dated 1/21/14 and it was agreed that Seller would make any repairs requested and provided explanations on others (refer to Exh E). All said and done, each and every issue was addressed. Additionally, on 2/14/14 (the morning of closing) Ms. [redacted] participated in an Orientation Walk-through of the property to inspect the repairs and review all functions of the home with the Builder. As part of the Orientation documentation it states the purchaser also hired and paid for a private inspection which was completed outside of this orientation'. It further mentions that 'the Purchaser agrees the unit is in order according to the terms of the contract and ready for closing'. (refer to Exh F) Ms. [redacted] signed off on the Orientation Walk-through accepting the home and all prior conditions agreed upon then proceeded to closing. Closing occurred on 2/14/14.At closing, Ms. [redacted] was presented with a closing packet including a list of pertinent warranty related items (Please refer to Exhibit G). Two important documents included in the packet were the [redacted] Builders, Inc. 1-page Standard Limited Warranty (Exh H) and the Extended warranty packet (Exh l). During the course of the Closing our representative presented all documents to Ms. [redacted] and asked that she sign acknowledging receipt as indicated on attached Exhibit G.Going back to the last paragraph, Exhibit H, Limited Construction Warranty states 'to be free from defects in material and workmanship for a period of one year from the date of completion. Most importantly, item #5 states 'that contractor shall be given first opportunity to make any repairs, replacements or corrections to the defective construction at no cost to Owner within a reasonable period of time.' Furthermore, Exhibit I, Extended Warranty Packet, page 11, Interior Drywall/Trim and Moldings/Paint states The Builder, once, during a period of one year from the date of completion,will repair blemishes....'To summarize the above, during the course of negotiating the purchase agreement and subsequently during the sale of the subject property (to Ms. [redacted]) there were a number of times she acknowledged that a limited warranty was to be provided based on date of completion not closing date. Also, as stated in the last paragraph, the warranty clearly states the Contractor be given the first opportunity to make any repairs, in a reasonable time period. Ms. [redacted] closed on her home over 2 years ago. However, bottom line is we can't act on something if it isn't brought to our attention.In closing I ask this of Ms. [redacted], please call our office and ask for a work order to be generated and I will set up an appointment Monday - Friday 7am - 330pm to look at the issue. I will give recommendations and suggestions. If it indeed is a workmanship defect, we will work on a resolution. However, I also ask that Ms. [redacted] provide proof of her attempts to contact our office or any member of our staff. As you are fully aware, all matters with the Revdex.com become a matter of public record. If we are being presented in a negative manner, it is only fair that the accusations against our company be fully supported.I thank you for your attention in this matter and hope that the above has shed some light on the entire process.Respectfu7y[redacted]President/Owner, Van Prooyen Builders, Inc. Attachments: Items 1 & 2, Exhibits A - IConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Builder and homeowner have met. All issues have been tentatively resolved. Homeowner accepts resolution.
Roof leaking on new home purchased in 2010First complaint was in April of 2012, it took no less than two attempts to contact Van Prooyen to respond. Van Prooyen claimed it condensation from a vent. Pictures were provided showing water damage to drywall in master bedroom closet above the door. Second complaint was made 6/22/14 water was once again leaking into the master bedroom closet. Video of leak was sent to van Prooyen. No response has been received. It has been 8 days. The issue may have never been fixed or built correctly the first time. Even though it seems to only be a small leak, the water has toDesired SettlementI would like proper repair to be made to the roof, or whatever is causing the water damage, instead of just a band aid being applied to buy the builder time to claim that the warranty has expired. Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@vanprooyenbuilders.comWe apologize for the delay in responding. It was an oversight on our part. This home closed on April 27, 2010. According to our records, the first notice regarding a roof leak was received by [redacted] Builders on April 27, 2012 in conjunction with the homeowner's one year warranty request. Upon receipt, an initial inspection was conducted by the builder. Upon his suggestion, a work order request was sent to Ashford Builders (roofing). [redacted] from [redacted] inspected the property on May 21, 2012. In his professional opinion, he believed it was a leak caused by a defective roof vent fitting. As such, the work order was then sent to [redacted] Plumbing (plumber) who inspected it the week of May 28th. According to [redacted] inspection report, the first visual inspection revealed what appeared to be no signs of leakage. He explained to the homeowner that he would return to conduct a full inspection and with the proper materials to repair if necessary. Kipp's Plumbing returned for a second trip on June 26th at which time the plumber replaced sections of fittings and pipes as a precaution even though, in his professional opinion, nothing appeared faulty. Our records do not indicate any further correspondence with the homeowner regarding this issue for two years.On June 22, 2014, a second notice from the homeowner was received via email by the builder and forwarded (via email) to the Van Prooyen Builders staff for handling. Instructions from the builder were to notify Ashford Builders regarding the need for a re-inspection. Unfortunately, due to office staff turnover at that time, the issue was not forwarded to Ashford Builders until July 9. During a routine follow up phone call to see if the work had been scheduled (July 18), Van Prooyen Builders was advised, for whatever reason, Ashford Builders had not received the initial fax. [redacted] from Ashford requested we submit the work order via email due to fax issues. It is our understanding at this time that [redacted] is attempting to schedule his inspection visit with the homeowner on/around July 25th. Please note, Van Prooyen Builders warranty covers roof defects for a period of 4 years. AAs stated above, this home closed on April 27, 2010. The warranty for roof defects expired April 27, 2014. The warranty for roof defects will remain in effect until April 27, 2015. Van Prooyen Builders has every intention of standing by their warranty and ensuring that the homeowner's concerns will be addressed to their satisfaction. OFFER:
Failure to respond to repeated calls, texts, and requests for assistance after new home purchase.There is a very large sheet of drywall in my kitchen that is sliding down and threatens to fall onto my kitchen island. After several attempts to contact [redacted] we have not gotten a response as to why this was not properly installed. I have gotten several estimates and opinions from other contractors and they have all agreed that it is a serious issue that needs to be repaired, however, the builder should be responsible. It has absolutely nothing to do with settling but rather a lack of support in the drywall to keep it from slipping down. Among the other things the contractors deemed as faulty and poorly constructed, this is the most emergent issue.Desired SettlementI believe that the builder should fix the drywall issue instead of the homeowner having to pay several thousand dollars to have this done. I think that it is very unprofessional for Van Prooyen to refuse correspondence with me and the person in charge of handling my personal business. The issue needs to be repaired but not at my expense.Business Response We are in receipt of the complaint filed by Ms. [redacted] as it pertains to property address [redacted] Merrillville, IN XXXXX.Ms. [redacted] alleges that [redacted] Builders, Inc.(namely our sales representative [redacted] has failed to respond to her repeated calls, texts, and requests for assistance after purchasing one of our homes. Ms. [redacted] states there is a very large sheet of drywall in her kitchen sliding down and threatens to fall onto her kitchen island. Additionally, Ms. [redacted] states she has received several estimates and opinions from other contracts regarding said drywall concern. Lastly, Ms. [redacted] states there are other things deemed faulty and poorly constructed based on the opinion of her contractors.Before I respond to the actual complaint itself and the issues addressed, it is important to state that we have not received any form of communication from Ms. [redacted] for any reason, whatsoever, since she has closed on her home. No phones calls, no text messages, no emails (spam or otherwise), no mail, no visits to our sales center (which is only separated by 3 other homes). Our office is open weekly, Tuesday - Friday 8am-430pm and Saturday 12pm-4pm. To insure we didn't miss anything, we reviewed copies of our phone records and have absolutely zero phones calls received from Ms. [redacted]. We also checked with the Homeowners Association for [redacted] and the only record they had was an email dated May 27, 2014 stating she had turned on her irrigation valve. (see attached Item #1). We questioned our field staff and no one has been stopped while working in the community by Ms. [redacted] or her daughter for that matter. Our field staff is here Monday - Friday 7am-330pm. As for calls, texts, emails, etc. to personal cell phones owned by our staff again, nothing from Ms. [redacted]. The only logged calls/texts on [redacted] phone (verified through phone records) is a text message from Ms. [redacted]'s daughter asking for [redacted] assistance in her search for a rental unit 3/14/15 and a follow up phone call regarding the same topic on 7/20/15. (see attached Item #2).Again, no communication has been made with our office or staff at any time regarding a possible warranty related issue. If Ms. [redacted] has an issue that needs to be addressed this call should be made to our office XXX-XXX-XXXX. Once our office staff receives a call for a warranty related item, a work order is typed up, given to the Builder then within 48 hours a call is made to the homeowner in order to set up an inspection of the warranty related issue. Depending on the issue, a follow up appointment may be scheduled with the contractor who performed the work during construction. At that time, any warranty related item will be repaired or corrected. In the event the item is not covered under warranty, we will assist our homeowners in the process of securing a contractor to perform the work but there may be an expense passed ** to them.As far as our warranty is concerned it is important to understand that Van Prooyen Builders warranty is from date of completion, not date of closing. Our warranty covers drywall repairs for a period of one year. We also conduct 1-year inspections of all homes, when contacted by the homeowner that they wish to exercise that option. While Ms. [redacted] closing was 2/14/14, the actual date of completion was 10/14/2011. Based on the warranty language, no warranty would exist for drywall related defects. Furthermore, Van Prooyen Builders warranties general workmanship for a period of two years from completion which could have included the drywall related issue. However, the 2 years expired on 10/14/2013.In order to respond to the complaint filed by Ms. [redacted] I feel we need to revisit the entire process of the home purchase.Ms. [redacted] was introduced to our office and represented by a Real Estate Agent [redacted] for the purchase of property known as [redacted] An offer was submitted by said agent and on behalf of Ms. [redacted] on January 11, 2014. Please refer to Exhibit A, (email from [redacted] stating "the offer has been based on passed [redacted] and it has sat on the market for almost 2 years" As part of this purchase agreement (Exhibit B, page 4, section N, line 205) Ms. [redacted] selected that she 'will not' be provided a limited home warranty. Rather, she opted to ask for 'Builders warranty under Indiana state law to be applied to this property' (see page 6, section W, lines XXX-XXX).The offer was reviewed and countered on 1/13/14 by [redacted], Builder and Owner of [redacted] Builders, Inc. In the counter offer and in response to the request for a Builder warranty, it was indicated that we would provide 'Builder warranty effective with the date of completion 10/14/2011' (refer to Exhibit C, Counter Offer midway on the page) which is our standard warranty period as stated above. Ms. [redacted] was fully aware the property she was purchasing had been constructed just over 2 years prior (please refer back to email from [redacted] Regardless, the counter offer including the language pertaining to our warranty was accepted by Ms. [redacted] on 1/14/14.As part of the purchase, Ms. [redacted] selected to have an independent inspection conducted. The results (of the inspection) were received by Van Prooyen Builders on 1/19/14 reviewed and accepted by the Builder on 1/21/14 (refer to Exh D). There were 10 items that were deemed as needing repairs or explanation/education between Seller and Buyer. All 10 items were addressed in Seller's Inspection Response #1 dated 1/21/14 and it was agreed that Seller would make any repairs requested and provided explanations on others (refer to Exh E). All said and done, each and every issue was addressed. Additionally, on 2/14/14 (the morning of closing) Ms. [redacted] participated in an Orientation Walk-through of the property to inspect the repairs and review all functions of the home with the Builder. As part of the Orientation documentation it states the purchaser also hired and paid for a private inspection which was completed outside of this orientation'. It further mentions that 'the Purchaser agrees the unit is in order according to the terms of the contract and ready for closing'. (refer to Exh F) Ms. [redacted] signed off on the Orientation Walk-through accepting the home and all prior conditions agreed upon then proceeded to closing. Closing occurred on 2/14/14.At closing, Ms. [redacted] was presented with a closing packet including a list of pertinent warranty related items (Please refer to Exhibit G). Two important documents included in the packet were the [redacted] Builders, Inc. 1-page Standard Limited Warranty (Exh H) and the Extended warranty packet (Exh l). During the course of the Closing our representative presented all documents to Ms. [redacted] and asked that she sign acknowledging receipt as indicated on attached Exhibit G.Going back to the last paragraph, Exhibit H, Limited Construction Warranty states 'to be free from defects in material and workmanship for a period of one year from the date of completion. Most importantly, item #5 states 'that contractor shall be given first opportunity to make any repairs, replacements or corrections to the defective construction at no cost to Owner within a reasonable period of time.' Furthermore, Exhibit I, Extended Warranty Packet, page 11, Interior Drywall/Trim and Moldings/Paint states The Builder, once, during a period of one year from the date of completion,will repair blemishes....'To summarize the above, during the course of negotiating the purchase agreement and subsequently during the sale of the subject property (to Ms. [redacted]) there were a number of times she acknowledged that a limited warranty was to be provided based on date of completion not closing date. Also, as stated in the last paragraph, the warranty clearly states the Contractor be given the first opportunity to make any repairs, in a reasonable time period. Ms. [redacted] closed on her home over 2 years ago. However, bottom line is we can't act on something if it isn't brought to our attention.In closing I ask this of Ms. [redacted], please call our office and ask for a work order to be generated and I will set up an appointment Monday - Friday 7am - 330pm to look at the issue. I will give recommendations and suggestions. If it indeed is a workmanship defect, we will work on a resolution. However, I also ask that Ms. [redacted] provide proof of her attempts to contact our office or any member of our staff. As you are fully aware, all matters with the Revdex.com become a matter of public record. If we are being presented in a negative manner, it is only fair that the accusations against our company be fully supported.I thank you for your attention in this matter and hope that the above has shed some light on the entire process.Respectfu7y[redacted]President/Owner, Van Prooyen Builders, Inc. Attachments: Items 1 & 2, Exhibits A - IConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Builder and homeowner have met. All issues have been tentatively resolved. Homeowner accepts resolution.