Above and Beyond Entertainment

Initial Business Response /* (1000, 5, 2015/06/05) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@fs-homes.com
[redacted] Signature Homes takes our warranty quality, service, and results very important. We truly consider our warranty process as an...

extension of the home building process and believe in going above and beyond for all of our customers. Doing more than expected, necessary, and required is one way we create "Our Signature Difference". We feel it necessary to give a quick detailed summary and timeline of the warranty at [redacted] residence.
The following is our warranty history with [redacted]. Many of his items are not warranted, but we have taken steps outside of the normal scope of what we warrant to satisfy the homeowner.
The following is a list of my history with [redacted] prior to his third party inspection report:
-On 10/6/2014, I reached out to [redacted] to see if he had any new or outstanding warranty issues. He reported that he had none.
-On 11/25/2014, he reported a problem with his smoke detectors. Brown's Security resolved everything with him the following day.
-On 1/5/2015, he reported that his front door dead bolt would not latch. I went out on 1/6/2015 and made a strike plate adjustment myself.
-On 1/15/2015, he reported that he had a problem with his thermostat. The thermostat was purchased and installed by himself, but he complained that there was a one to two degree differential between the setting on the thermostat and the actual temperature in the rooms. We did have Randall's go out to inspect and they reported that his heating and air was working properly. I reported to the home owner that there was nothing wrong and that we can not warranty a t-stat that he purchased and installed.
We received a third party inspection report from [redacted] on February 7th, 2015. The items noted are listed as follows:
1. Garage GFCI does not trip properly and an Arc Fault breaker did not trip properly.
-COMPLETED. This item has been completed.
2. Main sewer n-tail pipe is disconnected and the Jack and Jill lavatory sink water traverses back toward the counter when turned off.
-This was an item noted prior to close. Prior to close we had already had Custom Plumbing verify that the pipe was connected. The inspector performed a visual inspection and I believed that he was confused because there were debris that had accumulated at the joint. Nonetheless, Custom plumbing went out a second time and assured us that the n-tail pipe is connected and was installed correctly. [redacted] is satisfied with our findings.
-The faucets are a non-warranty item. They were provided by [redacted] and installed correctly by Custom Plumbing. We had Custom Plumbing go to the residence on 3/9/2015 and they verified that installation was correct and advised that the problem was with the faucet. Noted in [redacted] third party inspection report, the water traverses back toward the counter top when turned off. The faucets are not leaking as noted in the complaint. We provide high quality plumbing products and cannot warranty a manufacturer defect from a fixture provided by the customer.
3. Need 6 inches of insulation by A Coil.
-Randall's Heat and Air added the insulation on the A Coil the next week.
4. Back Filling the Backyard
-We have been in contact with [redacted] on this item and he has been satisfied with our waiting to complete the repair. Prior to the report, we had already completed grading on the west side of his home which was noted on the report. We have faced heavy rainfall this season and have had a difficult time setting up a permanent repair on the NE side of his home. Furthermore, outlined in our limited builder warranty, we do not warranty the yard and it is the homeowners responsibility to maintain the grade as we have passed all state and local inspections and any flaws in the grading of the home occurred after closing. However, Foster Signature Homes makes exceptions on a case by case basis as we strive to exceed the expectations of our homeowners. We are committed to spot treating the yard to correct any standing water in the backyard when the weather allows for satisfactory work to be done.
5. Caulk required at the water heater flue roof jack and weather collar
-This was completed on 3/9/2015. There was a delay to completing his plumbing requests because I had to contact the inspector to clarify what he wanted. We could not caulk around the water heater flue for safety reasons and code violations. His primary concern was insulation falling into the water heater closet. We agreed and installed an extension to satisfy the homeowner.
Our warranty manager concluded as follows: I believe that Foster Signature Homes has exceeded the normal scope of what a builder is required to do for a homeowner. Many of his items are regurgitates of previous items that my predecessors and I had already addressed and/or repaired. With the exceptions of his issues with the flat paint in his home and the lavatory sinks, we have made and/or corrected all repairs that were considered unsatisfactory by [redacted] in a manner that is consistent with his expectations.
The brief overview and timeline of our warranty history with [redacted] shows the energy, time, and resources Foster Signature Homes goes to to guarantee happy customers, who we consider friends. We want all customers to truly have an experience second to none that believe in "Our Signature Difference".
With all of the above said we want [redacted] to be fully satisfied, happy, and content. We did not know this was still an issue and felt all parties were in agreement, however we will replace the faucets that he purchased and brought to the house with faucets we purchase for our homes through our vendors. Again, we feel this is a non-warranted item, but will gladly go above and beyond to demonstrate our passion and commitment to excellence by giving our valued customers an experience second to none: "Our Signature Difference".
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept Foster's response as they have agreed to replace the faucets.
However, I would also like to note that I take exception to many of the items stated in Foster's response. Some of the items stated by Foster's are not true, and the entire story is not being told by Foster's on other items. I spoke with [redacted] at Foster's concerning this, so I'm not going to reiterate the discrepancies in Foster's response.
The purpose of my complaint was to have the issue with the faucets resolved, and Foster's has agreed to take care of this matter, so the other items mentioned are irrelevant, and this case can be considered closed. With that said, Foster's needs to make sure they have all the facts before drafting a response like they did. If anyone at Foster's would like to further discuss their response and the inaccuracies of it, they are welcome to contact me.
Thank you.