1st Choice Homes, Ltd.

As Mrs*stated, her home was completed in 2007. Specifically, it was complete on 9/21/We provide a Builders Warranty on installation and materials for 1-year from the completion date (ended 9/21/08).We also provide a 10-year structural warranty (ends 9/21/17)
Additionally, there are Manufacturers Warranties that extend beyond that periodAt ten months we sent out a survey requesting feedback on their satisfaction with their home and ask what items need repairThen, within 30-days of receiving the completed survey we worked to address any stated issues with the homeSuch was the process with this client and we address all items provided on their list that were our responsibilityThe builders responsibility is not perpetual, however, when a situation arises where a client is requesting service beyond our warranty period, we evaluate the situation and we take corrective action for any defectthat is our responsibility, OR, we make recommendations to the Homeowner regarding maintenance they are responsible to performIn this situation, there was a resistance to accept or follow recommendations related to Homeowner Maintenance of sealing and caulking the cultured stonePrompt adherence to the sealing and caulking may have prevented moisture from getting behind the cultured stoneIn the case of this house, it is located in an area with high water tables, especially following rain storms, the lot at the house placement is relatively level, and it is two story which faces due West with the open plains of Ohio to the WestIt is exposed to an excessive amount of driving rain during stormsThose rains temporarily saturate the drain tiles and sump pump immediately following stormsNo liquid water is coming in through the foundation, which has a 30-year waterproofing warranty backed by a reputable installerIf the waterproofing were failing, the installer would correct itThe issue in this basement has consistently been high humidity levels and this basement needs a dehumidifier running at all times to keep the humidity levels in checkWe have not heard anything from this client regarding humidity in the basement in several yearsAs for the Cultured Stone and mortar, both of which are porous and may soak up moisture, if not regularly sealed and caulkedI would speculate that the client has sealed and caulked once in the last 7-years[FYI.Stone from this same manufacturer and installer was installed on dozens of our client’s homes between and In 2009, they ceased providing installation services and we switched manufacturersWe are not aware of any issue with stone from this supplier.] The client is asserting that the “stone is installed incorrectly”, this is not the caseIt is installed with the appropriate moisture barriers in place (Tyvek and felt), wire mesh, scratch coat, stone, and mortarExactly how percent of all stone is installedAt some point in the past, this client saw a U-tube video that informed them this process was incorrectFrankly, we trust the experience of our Project Manager who has built more than houses over the last to years, a little more than U-tubeThe client is attempting to make it appear as though we have done nothing, this could not be further from the caseWe addressed every concern the client had between and Well beyond our warrantyWe hiredsubs where it was our responsibility and made recommendations to the client where it was their responsibilityIn when the client expressed concern over the stone and moisture, we had roofing and siding contractors inspect it to insure it was not leaking or contributing to the moistureBoth were different than the subs who initially installed the siding and roofingBoth had authorization to repair any issue they found, neither found any evidence of a defectAs a matter of customer satisfaction, and in spite of the fact we were 4-years beyond our stated warranty, in early our Project Manager offered to remove the cultured stone showing evidence of moisture, repair the area behind that stone, re-install a matched stone, re-grout, re-caulk, and re-sealMr*initially agreedWe obtained the matched stone from the manufacturer (it is still stored here at our office) and had the work scheduled with an installerThat installer had instructions to “make it right”Just prior to commencing work, the client changed their mind, insisting that ‘percent of the stone be removed and replaced’ with only a minor percentage was actually impacted, we did not agree, as such, we were told not to proceed Because the client wanted “ALL stone” replaced, we made the following offer to the client, if they wanted to pay for new stone from another manufacturer and pay for installation in the unimpacted areas, we would coverthe stone and labor in the impacted areasThey declinedSubsequently, our Project Manager met with Mr*and proposed a faux stone or vinyl shakes replacement for the natural stone 100 percent at our expenseMr*wasn’t sure and wanted to “think about it” Between that last conversation, in 2013, and 7/14/15, we have not heard from the clientTherefore, we could only assume sealing and caulking had resolved the issueAt no point have we ever had a problem with replacing impacted stone, re-grouting, caulking, and re-sealingThat offer is, and has always been, on the tableHowever, to agree to replace “ALL” materials because they “thinkit needs to be done”, is not reasonable or acceptableThe builders warranty period is months from the time the house is completeIn 2012, four years beyond our builders’ warranty, as a matter of customer satisfaction, we were willing to replace impacted stoneIn 2015, seven years beyond, our offer still standsAll the client needs to do is select one of the following options, once they do we will get a written agreement in place and we will schedule the workReplace the impacted areas (using the matched stone in our possession), grout, and caulk as we determine is necessaryRemove all stone and replace the impacted pieces at our expense, with the client paying for the removal and replacement of the unimpacted areasRemove all stone and replace with the faux stone (composite) or vinyl shake, of a similar (grey) color to the existing stone and sidingSincerely,1st Choice Homes, Ltd

It is unfortunate that Mr. and Mrs. *. are unwilling to accept our reasonable offers. This is exactly the reason their concerns have not been addressed. Considering the fact that we are willing to service the home years beyond the stated warranty period, one would think they would be appreciative, rather, they seek to add more stipulations. We will not accept additional stipulations. Our offers will remain open through 8/30/15 on that day we will move beyond this issue one way or another. We are reasonable people and have tried to go above and beyond, at this point, we have done all we can until such point as the *. family accepts one of our reasonable offers.This will be our last response regarding this matter. Sincerely, 1st Choice Homes, Ltd.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  I only had questions not stipulations in my last response about our offers given to us. Looking forward to resolving our issue with them. We would like to work with them in getting our problem fixed. As they say customer service is a priority to them. 
Regards,
[redacted]

I just have some questions regarding my options they have given me. On the 3rd option are they covering the cost & labor of ALL removal of stone & replacement to a matching siding & stone siding product? We want the same brand & color siding to match our house from the top of tower down to a table water level then stone look siding product of our choice. Same stone look product to match water table under master bedroom & garage where current stone is. Also if any wood or house wrap is damaged under stone are they going to cover & repair? We are willing to accept an option if these questions get answered. Also we would like a start date of Nov 16th in writing to our option when we accept. We would like to get this stone matter resolved in a friendly customer satisfactory result. All we want is a home that doesn't have mold & mildew in our walls. That is livable for our family. To First choice: FYI we are in contact with contractor in regards to our basement. Currently working on a solution. We do run a dehumidifier 24/7. We are actually on our 2nd one because it runs so much. 
Regards,
[redacted]