We have been in conversation with [redacted] and [redacted] about their roof. Our last response was as follows: [redacted] and [redacted], Thank you for reaching out to us I really enjoyed reading a little bit about you guys. I apologize...
for the issues you are having with your roof and like I said before we cannot warrant against mother nature because we cannot control it. You stated that the shingles should hold up to 60mph winds and you are right, they should. There were recorded wind gusts in your area that hit 57mph we can assume that there were isolated wind gusts that were much higher than that. We saw proof of that when we saw semi’s that were blown over, mature trees that were up rooted and privacy fences that were blown apart. Joe was right in what he said, we are replacing the damage shingles out of the goodness of our own hearts. We are not required to in any way shape or form fix damage caused by extreme wind storms. The attached paperwork on page 2 and 3 shows that wind damage and acts of mother nature are exclusions from the warranty standards. You homeowners insurance will cover these types of items, that is why you have homeowners insurance is for situations just like this. We are not replacing any roofs due to the extreme winds we saw this year but thank you for reaching out to us and have a great week. As Joe told them before, out of the goodness of our hearts we have made the decision to help out homeowners out with the damage from April 2ed wind storm. Homes that closed from January 2012 to present we will replace the blown off shingles for those homeowners. This is not a requirement as severe wind damage Per the RWC warranty book that I attached a section out of it states that exclusions to the warranty standards include wind storms and acts of mother nature along with may other items that are out of our control. This is not a builder issue and homeowners insurance will cover storm damage to a home.
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.
As per our previous discussions, the reported wind gusts did not exceed the 60 mph that these shingles were to withstand. Beyond this, the shingles and your installation of them were not appropriate by any means which is why they did not withstand the winds. Also, I have seen what your patch job looks like and I can tell you that it will not last either. We can either settle this now or I can call an attorney to start a class action lawsuit as well as media outlets to inform them of your workmanship.
Regards,
[redacted]
Our office was able to contact Ms. [redacted] and get this situation resolved, there was a mix up with the water company on the billing and all is worked out now.Thanks,Sincerely,Tony K[redacted]Arbor Homes LLc
We offered to fix the trim piece on the chimney. Homeowner never had a leak but he contracted a contractor and ended up replacing the chimney. We are not reimbursing the customer for the chimney replacement.
Arbor Homes can not control how the carpet is maintained and how it is cared for. If there are questions or concerns about how the carpet held up you can ask [redacted] to send out a rep from the manufacture to inspect their product.
We have spoke to the homeowner recently through emails. The homeowner described to to us what sounded like a manufacture defect where the tar strip did not adhere correctly or they experienced winds that broke that strip loose. I looked up the wind history for the homeowners zip code and it shows in...
2014 there were reported winds of 54mph in that area. That being said that means that there probably isolated wind gusts that exceed those speeds. The shingles are rated for 60mph so the shingles were probably compromised early on. Exclusions from the warranty are stated in the warranty book and it states: "Wind storms and acts of mother nature" are exceptions to the warranty. The homeowners insurance starts the day of closing so for the insurance company to say the house is not old enough is a false statement and they need to contact their insurance company to discuss that. IF the roof went damaged for the past 3 years then they may deny the claim do to homeowner neglect.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is really sad. This picture you took that I actually saw you take was right before I was scheduled to have the work done on my yard as you can see the straw in my driveway. It was not mowed because our contractor person told us not to worry about it and he would take care of it once he started the job, which he did. I have attached pictures that show what my yard looks now after having to hire a landscaper to FINAL GRADE and seed my yard, they have attested that a final grade was never done on my yard. I also have estimated from two other companies as well that say the same thing. This is not about maintenance on my part whatsoever, its about you all failing to do the final grade and seed so I could do maintenance period. And if you are so confident that you did the work, why did you send a group of men to my house two weeks ago to grade my yard but told them to only do the front? Just so many lies and I’m tired of it. As you are aware I have a small claims suit against you so I will see you then.
Regards,
[redacted]
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.
This is outside of ANY warranty issue or anything the homeowner (myself) could have done. The trim was not installed properly nor was the step flashing. Even if I was to climb on the roof and touch-up the trim with caulk, that doesn't even come close to fixing the step flashing/wrapping issue, nor the wetness of the plywood. Yes, you offered to hammer the trim back in, but the damage was already done and the trim was already rotted from the original construction. This is SOLELY a workmanship issue, and should be taken care of outside any warranty claims. Did you see how many nails were in that ONE piece of trim?? Clearly poor workmanship that should not be blamed on the homeowner. SEVERAL people missed this during the final phases of construction of our home, including when people were on the roof several times after that. How can an item even be warrantied if it is constructed incorrectly?
Regards,
[redacted]
Our framer has recently called and we have the repairs being scheduled. We apologize for the delay and lack of communication from the warranty manager.
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.
I am not satisfied, because my complaint is that is has not been done, and they will not tell me when. I have multiple warranty requests, and their response only addresses the roof. I would like all of my concerns addressed, and I am requesting my roof be repaired this month or be provided the funds to do so. I have also requested to Arbor several times that I be home with the work is being done.
Regards,
[redacted]
[redacted] had the concrete repair hand chiseled instead of using power tools to minimize the dust. Shortly after the repair was made the customer let us know that dust had covered everything downstairs and in their closet. We talked to [redacted] and they agree there was no way that that much dust was made from...
that type of repair. We did end up paying to have the home professionally cleaned. The home owner said they had clothes that were not machine washable that needed to be dry cleaned, but when they gave us the bill and we saw it was almost $1,100 we felt like the customer was taking avantage of the situation. Homeowner provided pictures and there was some light dust on some of the shoulders of the items that were hung up. All of which looked like it was able to bush off and was not in the need of a professional cleaning. Never the less the homeowner turned in a large amount of clothes to the dry cleaners and did not pay the bill. Now the dry cleaner is holding some of their items until the bill is paid in full. We paid the cleaning bill to clean the home as requested but do not feel that the work warranted so many items to be cleaned by professionals.
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.We have yet to see damage. However, when using the hot water in the master bathroom, we hear the sounds of dripping water within a few minutes of running it. I checked for leaks under the sink, check the downstairs ceiling and looked for wall damage and have found none. The sound is similar to that of water dripping on plastic or another hard surface. It seems to be coming from either inside the wall or under the floor. We are simply requesting that the builder have someone come out to inspect and determine where this sounds is coming from. Lately, we have not heard it, which concerns us even more because now, we don't know if there is a soft,damp area where there maybe mold. When the warranty coordinator was out, I was not able to recreate the sound however the next morning, my wife informed me she heard it again. All we want to be done is for you to honor the 2 year warranty and if it is determined that the issue isn't covered so be it.
Regards,
[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.
Regards,
[redacted]
Homeowner reached out to us back in December about her yard never being graded. We thought that was odd especially with a summer closing the mortgage company requires the final grade and landscaping to be completed to pass the mortgage inspection. We told her since it was never done that we could do...
it in the spring for her. As soon as spring came she called the office to follow up with the yard work. We told her that the landscaping company was still doing all of the other yards from winter and with the wet month we had last month that it may take some time to get complete. Over the weekend the homeowner reached out to social media along with other places telling others not to buy an Arbor Home. We looked into this more and her yard was final graded and she did get the landscaping done at time of closing. The homeowner has neglected her yard and this can be seen by the large erosion spots by her gutter down spouts. The rocks they are seeing in their yard is from the rain washing away their topsoil because they did not establish their yard after ownership. I attached paperwork where it states we do not warrant the hydroseeding because it requires additional effort from the homeowner. This is also outlined in the warranty book as well. We will not be doing any additional yard work on this homeowners yard due to it being neglect on their end.
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.Again, I don't wish to close this complaint until the roof inspection has been completed, and a course of action had been decided and completed. Arbor Homes was last at my property on June 21st, and I have not heard from then since regarding a day/time for the roof inspection.Regards
[redacted]
We are trying to setup a inspection for the roof. The concern from the homeowners side is from a visual inspection of the exterior of the home. The Revdex.com is not the proper procedure to submit a warranty request. Homeowner is still covered by the RWC warranty as well as the builder warranty.
Spoke to the framer that is making the repair. He is to call the homeowner by Friday to schedule. He will call the homeowner to schedule a time to come out and make a repair. If there is any damage caused from the repair we will take care of that as well.
We have been in conversation with [redacted] and [redacted] about their roof. Our last response was as follows: [redacted] and [redacted], Thank you for reaching out to us I really enjoyed reading a little bit about you guys. I apologize...
for the issues you are having with your roof and like I said before we cannot warrant against mother nature because we cannot control it. You stated that the shingles should hold up to 60mph winds and you are right, they should. There were recorded wind gusts in your area that hit 57mph we can assume that there were isolated wind gusts that were much higher than that. We saw proof of that when we saw semi’s that were blown over, mature trees that were up rooted and privacy fences that were blown apart. Joe was right in what he said, we are replacing the damage shingles out of the goodness of our own hearts. We are not required to in any way shape or form fix damage caused by extreme wind storms. The attached paperwork on page 2 and 3 shows that wind damage and acts of mother nature are exclusions from the warranty standards. You homeowners insurance will cover these types of items, that is why you have homeowners insurance is for situations just like this. We are not replacing any roofs due to the extreme winds we saw this year but thank you for reaching out to us and have a great week. As Joe told them before, out of the goodness of our hearts we have made the decision to help out homeowners out with the damage from April 2ed wind storm. Homes that closed from January 2012 to present we will replace the blown off shingles for those homeowners. This is not a requirement as severe wind damage Per the RWC warranty book that I attached a section out of it states that exclusions to the warranty standards include wind storms and acts of mother nature along with may other items that are out of our control. This is not a builder issue and homeowners insurance will cover storm damage to a home.
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.
As per our previous discussions, the reported wind gusts did not exceed the 60 mph that these shingles were to withstand. Beyond this, the shingles and your installation of them were not appropriate by any means which is why they did not withstand the winds. Also, I have seen what your patch job looks like and I can tell you that it will not last either. We can either settle this now or I can call an attorney to start a class action lawsuit as well as media outlets to inform them of your workmanship.
Regards,
[redacted]
Our office was able to contact Ms. [redacted] and get this situation resolved, there was a mix up with the water company on the billing and all is worked out now.Thanks,Sincerely,Tony K[redacted]Arbor Homes LLc
We offered to fix the trim piece on the chimney. Homeowner never had a leak but he contracted a contractor and ended up replacing the chimney. We are not reimbursing the customer for the chimney replacement.
Arbor Homes can not control how the carpet is maintained and how it is cared for. If there are questions or concerns about how the carpet held up you can ask [redacted] to send out a rep from the manufacture to inspect their product.
We have spoke to the homeowner recently through emails. The homeowner described to to us what sounded like a manufacture defect where the tar strip did not adhere correctly or they experienced winds that broke that strip loose. I looked up the wind history for the homeowners zip code and it shows in...
2014 there were reported winds of 54mph in that area. That being said that means that there probably isolated wind gusts that exceed those speeds. The shingles are rated for 60mph so the shingles were probably compromised early on. Exclusions from the warranty are stated in the warranty book and it states: "Wind storms and acts of mother nature" are exceptions to the warranty. The homeowners insurance starts the day of closing so for the insurance company to say the house is not old enough is a false statement and they need to contact their insurance company to discuss that. IF the roof went damaged for the past 3 years then they may deny the claim do to homeowner neglect.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is really sad. This picture you took that I actually saw you take was right before I was scheduled to have the work done on my yard as you can see the straw in my driveway. It was not mowed because our contractor person told us not to worry about it and he would take care of it once he started the job, which he did. I have attached pictures that show what my yard looks now after having to hire a landscaper to FINAL GRADE and seed my yard, they have attested that a final grade was never done on my yard. I also have estimated from two other companies as well that say the same thing. This is not about maintenance on my part whatsoever, its about you all failing to do the final grade and seed so I could do maintenance period. And if you are so confident that you did the work, why did you send a group of men to my house two weeks ago to grade my yard but told them to only do the front? Just so many lies and I’m tired of it. As you are aware I have a small claims suit against you so I will see you then.
Regards,
[redacted]
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.
This is outside of ANY warranty issue or anything the homeowner (myself) could have done. The trim was not installed properly nor was the step flashing. Even if I was to climb on the roof and touch-up the trim with caulk, that doesn't even come close to fixing the step flashing/wrapping issue, nor the wetness of the plywood. Yes, you offered to hammer the trim back in, but the damage was already done and the trim was already rotted from the original construction. This is SOLELY a workmanship issue, and should be taken care of outside any warranty claims. Did you see how many nails were in that ONE piece of trim?? Clearly poor workmanship that should not be blamed on the homeowner. SEVERAL people missed this during the final phases of construction of our home, including when people were on the roof several times after that. How can an item even be warrantied if it is constructed incorrectly?
Regards,
[redacted]
We will look into the service issue on our end and set up a new time with the homeowner to address his concerns.
We are looking in to the issues and get the issues resolved as soon as possible.
Our framer has recently called and we have the repairs being scheduled. We apologize for the delay and lack of communication from the warranty manager.
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.
I am not satisfied, because my complaint is that is has not been done, and they will not tell me when. I have multiple warranty requests, and their response only addresses the roof. I would like all of my concerns addressed, and I am requesting my roof be repaired this month or be provided the funds to do so. I have also requested to Arbor several times that I be home with the work is being done.
Regards,
[redacted]
[redacted] had the concrete repair hand chiseled instead of using power tools to minimize the dust. Shortly after the repair was made the customer let us know that dust had covered everything downstairs and in their closet. We talked to [redacted] and they agree there was no way that that much dust was made from...
that type of repair. We did end up paying to have the home professionally cleaned. The home owner said they had clothes that were not machine washable that needed to be dry cleaned, but when they gave us the bill and we saw it was almost $1,100 we felt like the customer was taking avantage of the situation. Homeowner provided pictures and there was some light dust on some of the shoulders of the items that were hung up. All of which looked like it was able to bush off and was not in the need of a professional cleaning. Never the less the homeowner turned in a large amount of clothes to the dry cleaners and did not pay the bill. Now the dry cleaner is holding some of their items until the bill is paid in full. We paid the cleaning bill to clean the home as requested but do not feel that the work warranted so many items to be cleaned by professionals.
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.We have yet to see damage. However, when using the hot water in the master bathroom, we hear the sounds of dripping water within a few minutes of running it. I checked for leaks under the sink, check the downstairs ceiling and looked for wall damage and have found none. The sound is similar to that of water dripping on plastic or another hard surface. It seems to be coming from either inside the wall or under the floor. We are simply requesting that the builder have someone come out to inspect and determine where this sounds is coming from. Lately, we have not heard it, which concerns us even more because now, we don't know if there is a soft,damp area where there maybe mold. When the warranty coordinator was out, I was not able to recreate the sound however the next morning, my wife informed me she heard it again. All we want to be done is for you to honor the 2 year warranty and if it is determined that the issue isn't covered so be it.
Regards,
[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.
Regards,
[redacted]
Homeowner reached out to us back in December about her yard never being graded. We thought that was odd especially with a summer closing the mortgage company requires the final grade and landscaping to be completed to pass the mortgage inspection. We told her since it was never done that we could do...
it in the spring for her. As soon as spring came she called the office to follow up with the yard work. We told her that the landscaping company was still doing all of the other yards from winter and with the wet month we had last month that it may take some time to get complete. Over the weekend the homeowner reached out to social media along with other places telling others not to buy an Arbor Home. We looked into this more and her yard was final graded and she did get the landscaping done at time of closing. The homeowner has neglected her yard and this can be seen by the large erosion spots by her gutter down spouts. The rocks they are seeing in their yard is from the rain washing away their topsoil because they did not establish their yard after ownership. I attached paperwork where it states we do not warrant the hydroseeding because it requires additional effort from the homeowner. This is also outlined in the warranty book as well. We will not be doing any additional yard work on this homeowners yard due to it being neglect on their end.
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.Again, I don't wish to close this complaint until the roof inspection has been completed, and a course of action had been decided and completed. Arbor Homes was last at my property on June 21st, and I have not heard from then since regarding a day/time for the roof inspection.Regards
[redacted]
We are trying to setup a inspection for the roof. The concern from the homeowners side is from a visual inspection of the exterior of the home. The Revdex.com is not the proper procedure to submit a warranty request. Homeowner is still covered by the RWC warranty as well as the builder warranty.
Spoke to the framer that is making the repair. He is to call the homeowner by Friday to schedule. He will call the homeowner to schedule a time to come out and make a repair. If there is any damage caused from the repair we will take care of that as well.
The superintendent has reached out to the homeowner in the plumbers have been back out