The issue was addressed the very next morning at the closing with the buyers and their realtor and a resolution was discussed and documented I apologize for not responding earlier but I was out of town over the Christmas holiday due to a family emergency and just now have had a chance to follow up with you.Sincerely, [redacted] Construction Area ManagerArbor Homes LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.***You have been in on these meetings and have at one time been the point of contact for the complaints, of which you said you forgot or just assumed that they were taken care of I take offense to how you just worded your response to my claims of the deficienies that are concerned with this BRAND NEW HOUSE, as if my complaints were not legit I have been overly abundantly patient with you and your company that keeps turning me over to the next representative over a year span The screen door, to this day, is still NOT complete and I have not been told yet of when it will be This is years running I have no confidence that you or Arbor Homes really cares about quality or if the issues get taken care of I have stated to you and other Arbor Home reps that I will go another level if satisfaction is not met That is where we are today So you can sit there and act like you have taken care of things, but you, SIR, most certainly have not!I purchased a new home to avoid having to do home improvements from day 1, but with the sense of quality or lack thereof displayed by Arbor Homes, this is not paramount in your operationsRegards, [redacted] ***
I will have my warranty manager set up another meeting with Mr [redacted] and I will personally attend the meeting and follow up on any issues that remain to make sure that we get any legitimate issues resolved Several of the items that Mr [redacted] has brought up have been brought to our attention previously and have been addressed so I am not sure why he has made some of the negative comments that he has I will supply a response on all of his issues that we discuss in writing so that there is no gray area in any further conversations that may lead to confusion on either parties side Thank you for your time in this matter [redacted] Area Manager Arbor Homes LLC
I had asked the concrete contractor to give Mr*** a call and schedule a date with him to do the staining, I do believe that the staining was completed today. I would also like to state that per the bagi standards, Builders Association of Greater Indianapolis, this staining will
occur and is not a warrantable issue but I agreed to take care of this for Mr*** anyway due to his displeasureWe had a tremendous amount of yards in escrow, obviously the yards cannot be installed in the winter and must be done when the weather allows in the spring. We go into a subdivision and do all of the houses that are escrowed in the entire subdivision to be as efficient as possible, unfortunately for Mr ***, Honey Creek was one of the last subdivisions that we did this year and he was not happy with the time frame it took to get his yard installed. This was explained to Mr*** as well as the fact that a date could not be given specifically due to the weather. He called or texted us several times badgering us as to why his yard was not being installed when he knew fully what to expect, the claim we did not communicate with him is false!Thanks you for your time in this matter.Thanks,Tony K***Area ManagerArbor Homes LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Sent: Monday, December 28, 1:PM To: drteam Subject: ID *** Regarding the Complaint by Ms** ***, we have contacted her and will be refunding her the full amount of $She asked to be called at 10AM on 12/29/Thank You very much and please let us know if there are
any further actions to be taken. Thank You, Manny ***
We met this customer to make a punch list of his concerns before his vacation, so we are aware of his issues and do have a meeting scheduled for this Thursday to look inside his attic. The wall he speaks of is not built out of code, the house would not have...
passed the city inspection if it were. There is also no missing beam on this wall as there is no application for a beam here. Beams are used as to support overhead loads from side to side and what we are talking about here is a two story exterior wall that is framed straight up from the bottom plate. The area here is open to the ceiling with no floor. The wall is not bulging but in certain lighting the typical seams and imperfections of settled drywall are probably accentuated. The widows and slider door on this wall are properly headed off as I saw the photos of the wall before drywall was applied. As far as nail pops go, we cannot control how many a house can get and they are not solely indicative of framing issues, if that is what is implied. We still intend on replacing the section of porch gutter and extending the downspout over the porch roof but first need to replace a piece of gutter board. We thought initially that we could repair this board but after looking at it last time I was there, I would rather it be replaced. He did have a leak that took us longer to narrow down and fix than I would have liked and I must say that he was very patient with us as we resolved this. Again, we will be checking out his attic on Thursday to see what actions need to be taken there.Thank you,[redacted]Area Manager of ConstructionArbor Homes
We can not control the sun in any way shape or form. If we could every day would be sunny and 70. The screen was an suggestion to the homeowner as a possible solution for the problem. If someone's property is damaging another neighbors property The builder is not the mediator between the homeowners. Again in the warranty papers that were signed at closing stated the homeowner had read and understood the Warranty book and it clearly states in the Warranty book that " acts of God or mother nature or exemptions from the Warranty period." This is a strange and unpredictable occurrence that is fully controlled by mother nature because if it was cloudy every day the homeowner would not have this issue. I can provide the signature and paperwork if needed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
This siding on the home is covered by the builder for the first year. The south side of Indiana was heavily affected by the storms from this past April. We are still seeing reports of storm damage 6 months after these strong winds. The builder also covers the plumbing in the home for the first two...
years. Since both of these requests are outside of the builders warranty all warranty claims can be made through the RWC as they cover the home from this point forward. The RWC information was given to the homeowner at time of closing any the homeowners signed a paper stating they have read and understand the RWC warranty and its procedures.
I just spoke with Ms. [redacted] and informed her that I had spoken to the owner of our siding company and that he was personally going to do the repair on Monday.I apologized for the issues that she has been having with the siding and assured her that we would get this situation rectified! I do...
believe that the issues have been separate isolated issues per our conversation and have asked our siding contractor to inspect the entire house while he was there on Monday. Thank you for your time in this matter. Tony K[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. However, I do have additional comments, to wit:Mr. K[redacted] likely did contact the concrete company to complete the staining. However, it appears likely he did so due to the filing of the Revdex.com complaint as, shortly following the complaint, I was contacted by the concrete company to arrange for the staining. The staining was completed Wednesday, May 20th, the same date as Mr. K[redacted]'s response to the Revdex.com. If this is not correct, I apologize. As to BAGI standards, I must accept Mr. K[redacted]'s assertion that mud and other stains are considered unavoidable as I am not familiar with those standards. I use the term, 'unavoidable' as Mr. K[redacted] wrote, "per bagi standards, Builders Association of Greater Indianapolis, this staining will occur and is not a warrantable issue". Therefore, I conclude Mr. K[redacted] is stating the BAGI condones staining as an unavoidable result when pouring concrete. Regardless of it being 'warrantable' or not, I do appreciate Arbor Homes intervention to correct the situation.In reference to 'badgering' Mr. K[redacted], about the landscaping, between April 1st and May 16th, we exchanged four texts, two of which were on the same day and I still have the transcripts on my phone to prove it. As to his staff, I only communicated with his site manager, Mr. [redacted], four times in about the same time period. I guess 'badgering' is subject to interpretation but, to Mr. K[redacted] and Mr. [redacted], I truly apologize for being overly aggressive, if I was. However, I do not think I was being unduly unreasonable since, from the closing of the sale of the home until the landscaping was finished, six months had elapsed, my bank told me my escrow time limit hadexpired and several other homes, which closed well after mine, were landscaped at least a month prior to my filing of the complaint. While I certainly admire Mr. K[redacted]'s consideration for efficiency, by doing 'entire neighborhoods' at one time. However, I can see how other buyers could become quite irritated to see landscaping being installed on homes that haven't even closed, while they wait months while Arbor Homes exercises their convenience. Lastly, my complaint that no one would give me a date when the landscaping would be finished is not 'false', as stated by Mr. K[redacted], nor is it misleading. I keep all my text messages and NONE have a date for the landscaping. The best answer I had was from Mr. [redacted] who told me on April 13, via text, "I hope within the next couple weeks". The failure to return my calls was from a text I sent to both Mr. K[redacted] and Mr. [redacted] on April 30th. Neither individual responded to my question.Regardless of all this, everything is finished, other than one item with the warranty department that, I assume, is being processed. Arbor Homes did, finally, fulfill their commitment and I would have withdrawn this complaint today anyway.Sorry to be so much trouble to "customer service professionals" at Arbor Homes. I will give a KUDOs to Mike [redacted], site superintendent/manager. He's a good man. Arbor would be well advised to find more like him.[redacted]
Regards,
[redacted]
The roof has a 4year warranty that expires in March of 2018. There is a 10 year structural warranty that expires in March 2024. Thank you, Justin W[redacted] Director of Warranty Services Arbor Homes LLC Silverthorne Homes
I attached pictures of the inspection we did on the customers roof. From the measurements in the pictures it is easy to see that the roof is within the tolerances for the building requirements. -Justin
Per the RWC warranty book it states that there is one year of workmanship warranty on the siding. The repair that happened at your one year took place over two years ago. Since you are outside of the warranty period you can contact your insurance company or pay out of pocket for the expenses. This is the homeowners 2nd complaint about storm related damages -justin ..
The superintendent has reached out to the homeowner to look into this issue more. We do not warrant garage doors that have been damaged by the homeowner.
The issue was addressed the very next morning at the closing with the buyers and their realtor and a resolution was discussed and documented I apologize for not responding earlier but I was out of town over the Christmas holiday due to a family emergency and just now have had a chance to follow up with you.Sincerely, [redacted] Construction Area ManagerArbor Homes LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.***You have been in on these meetings and have at one time been the point of contact for the complaints, of which you said you forgot or just assumed that they were taken care of I take offense to how you just worded your response to my claims of the deficienies that are concerned with this BRAND NEW HOUSE, as if my complaints were not legit I have been overly abundantly patient with you and your company that keeps turning me over to the next representative over a year span The screen door, to this day, is still NOT complete and I have not been told yet of when it will be This is years running I have no confidence that you or Arbor Homes really cares about quality or if the issues get taken care of I have stated to you and other Arbor Home reps that I will go another level if satisfaction is not met That is where we are today So you can sit there and act like you have taken care of things, but you, SIR, most certainly have not!I purchased a new home to avoid having to do home improvements from day 1, but with the sense of quality or lack thereof displayed by Arbor Homes, this is not paramount in your operationsRegards, [redacted] ***
I will have my warranty manager set up another meeting with Mr [redacted] and I will personally attend the meeting and follow up on any issues that remain to make sure that we get any legitimate issues resolved Several of the items that Mr [redacted] has brought up have been brought to our attention previously and have been addressed so I am not sure why he has made some of the negative comments that he has I will supply a response on all of his issues that we discuss in writing so that there is no gray area in any further conversations that may lead to confusion on either parties side Thank you for your time in this matter [redacted] Area Manager Arbor Homes LLC
I had asked the concrete contractor to give Mr*** a call and schedule a date with him to do the staining, I do believe that the staining was completed today. I would also like to state that per the bagi standards, Builders Association of Greater Indianapolis, this staining will
occur and is not a warrantable issue but I agreed to take care of this for Mr*** anyway due to his displeasureWe had a tremendous amount of yards in escrow, obviously the yards cannot be installed in the winter and must be done when the weather allows in the spring. We go into a subdivision and do all of the houses that are escrowed in the entire subdivision to be as efficient as possible, unfortunately for Mr ***, Honey Creek was one of the last subdivisions that we did this year and he was not happy with the time frame it took to get his yard installed. This was explained to Mr*** as well as the fact that a date could not be given specifically due to the weather. He called or texted us several times badgering us as to why his yard was not being installed when he knew fully what to expect, the claim we did not communicate with him is false!Thanks you for your time in this matter.Thanks,Tony K***Area ManagerArbor Homes LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Sent: Monday, December 28, 1:PM To: drteam Subject: ID *** Regarding the Complaint by Ms** ***, we have contacted her and will be refunding her the full amount of $She asked to be called at 10AM on 12/29/Thank You very much and please let us know if there are
any further actions to be taken. Thank You, Manny ***
Homeowner has contacted RWC and a plumber has been out to the house. RWC told us that the homeowner was happy with the plumbers response.
We met this customer to make a punch list of his concerns before his vacation, so we are aware of his issues and do have a meeting scheduled for this Thursday to look inside his attic. The wall he speaks of is not built out of code, the house would not have...
passed the city inspection if it were. There is also no missing beam on this wall as there is no application for a beam here. Beams are used as to support overhead loads from side to side and what we are talking about here is a two story exterior wall that is framed straight up from the bottom plate. The area here is open to the ceiling with no floor. The wall is not bulging but in certain lighting the typical seams and imperfections of settled drywall are probably accentuated. The widows and slider door on this wall are properly headed off as I saw the photos of the wall before drywall was applied. As far as nail pops go, we cannot control how many a house can get and they are not solely indicative of framing issues, if that is what is implied. We still intend on replacing the section of porch gutter and extending the downspout over the porch roof but first need to replace a piece of gutter board. We thought initially that we could repair this board but after looking at it last time I was there, I would rather it be replaced. He did have a leak that took us longer to narrow down and fix than I would have liked and I must say that he was very patient with us as we resolved this. Again, we will be checking out his attic on Thursday to see what actions need to be taken there.Thank you,[redacted]Area Manager of ConstructionArbor Homes
We can not control the sun in any way shape or form. If we could every day would be sunny and 70. The screen was an suggestion to the homeowner as a possible solution for the problem. If someone's property is damaging another neighbors property The builder is not the mediator between the homeowners. Again in the warranty papers that were signed at closing stated the homeowner had read and understood the Warranty book and it clearly states in the Warranty book that " acts of God or mother nature or exemptions from the Warranty period." This is a strange and unpredictable occurrence that is fully controlled by mother nature because if it was cloudy every day the homeowner would not have this issue. I can provide the signature and paperwork if needed
We have read the complaint and we are looking into this situation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
This siding on the home is covered by the builder for the first year. The south side of Indiana was heavily affected by the storms from this past April. We are still seeing reports of storm damage 6 months after these strong winds. The builder also covers the plumbing in the home for the first two...
years. Since both of these requests are outside of the builders warranty all warranty claims can be made through the RWC as they cover the home from this point forward. The RWC information was given to the homeowner at time of closing any the homeowners signed a paper stating they have read and understand the RWC warranty and its procedures.
I just spoke with Ms. [redacted] and informed her that I had spoken to the owner of our siding company and that he was personally going to do the repair on Monday.I apologized for the issues that she has been having with the siding and assured her that we would get this situation rectified! I do...
believe that the issues have been separate isolated issues per our conversation and have asked our siding contractor to inspect the entire house while he was there on Monday. Thank you for your time in this matter. Tony K[redacted]
Our superintendent is currently working with the homeowner to resolve their issues
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. However, I do have additional comments, to wit:Mr. K[redacted] likely did contact the concrete company to complete the staining. However, it appears likely he did so due to the filing of the Revdex.com complaint as, shortly following the complaint, I was contacted by the concrete company to arrange for the staining. The staining was completed Wednesday, May 20th, the same date as Mr. K[redacted]'s response to the Revdex.com. If this is not correct, I apologize. As to BAGI standards, I must accept Mr. K[redacted]'s assertion that mud and other stains are considered unavoidable as I am not familiar with those standards. I use the term, 'unavoidable' as Mr. K[redacted] wrote, "per bagi standards, Builders Association of Greater Indianapolis, this staining will occur and is not a warrantable issue". Therefore, I conclude Mr. K[redacted] is stating the BAGI condones staining as an unavoidable result when pouring concrete. Regardless of it being 'warrantable' or not, I do appreciate Arbor Homes intervention to correct the situation.In reference to 'badgering' Mr. K[redacted], about the landscaping, between April 1st and May 16th, we exchanged four texts, two of which were on the same day and I still have the transcripts on my phone to prove it. As to his staff, I only communicated with his site manager, Mr. [redacted], four times in about the same time period. I guess 'badgering' is subject to interpretation but, to Mr. K[redacted] and Mr. [redacted], I truly apologize for being overly aggressive, if I was. However, I do not think I was being unduly unreasonable since, from the closing of the sale of the home until the landscaping was finished, six months had elapsed, my bank told me my escrow time limit hadexpired and several other homes, which closed well after mine, were landscaped at least a month prior to my filing of the complaint. While I certainly admire Mr. K[redacted]'s consideration for efficiency, by doing 'entire neighborhoods' at one time. However, I can see how other buyers could become quite irritated to see landscaping being installed on homes that haven't even closed, while they wait months while Arbor Homes exercises their convenience. Lastly, my complaint that no one would give me a date when the landscaping would be finished is not 'false', as stated by Mr. K[redacted], nor is it misleading. I keep all my text messages and NONE have a date for the landscaping. The best answer I had was from Mr. [redacted] who told me on April 13, via text, "I hope within the next couple weeks". The failure to return my calls was from a text I sent to both Mr. K[redacted] and Mr. [redacted] on April 30th. Neither individual responded to my question.Regardless of all this, everything is finished, other than one item with the warranty department that, I assume, is being processed. Arbor Homes did, finally, fulfill their commitment and I would have withdrawn this complaint today anyway.Sorry to be so much trouble to "customer service professionals" at Arbor Homes. I will give a KUDOs to Mike [redacted], site superintendent/manager. He's a good man. Arbor would be well advised to find more like him.[redacted]
Regards,
[redacted]
The roof has a 4year warranty that expires in March of 2018. There is a 10 year structural warranty that expires in March 2024. Thank you, Justin W[redacted] Director of Warranty Services Arbor Homes LLC Silverthorne Homes
I attached pictures of the inspection we did on the customers roof. From the measurements in the pictures it is easy to see that the roof is within the tolerances for the building requirements. -Justin
Per the RWC warranty book it states that there is one year of workmanship warranty on the siding. The repair that happened at your one year took place over two years ago. Since you are outside of the warranty period you can contact your insurance company or pay out of pocket for the expenses. This is the homeowners 2nd complaint about storm related damages -justin ..
The superintendent has reached out to the homeowner to look into this issue more. We do not warrant garage doors that have been damaged by the homeowner.
We will have Eric get with you to schedule the work that needs to be done so we can wrap up these last items. -Justin