We have reached out to the homeowner and explained that the builder can not control acts of god or Mother Nature. That being said we can not control that the sun is reflecting off of neighbors window and damaging the homeowners house. All builders in the area are required to use the "low e" windows...
to meet the energy standards. If a neighbors home is damaging another home it is up to the homeowners to relieve the issue.
Im not sure why they continue to contact you?? the paperwork was turned in, a mutual release was done and a check was cut from our office today to refund the 250.00 dollars in earnest money. It will be mailed out tomorrow.Sincerely,[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. The iissue at hand is completely separate from our roof issue. The siding was NOT damaged during the wind storms. The siding was installed improperly and instead of actually fixing it during our 1 year, Arbor chose to simply nail it in and caulk it. Of course, this did not last nor fix the problem so now we have the exact same issue we had within our first year. Arbor's lack of concern for its customers as well as their poor construction practices are the problem at hand. Again, this is separate from the roof issue and in no way, shape, or form related to wind in April. I have attached pictures showing the nail holes and caulking that Arbor did a little over 2 years ago to "fix" the issue. Also, rotting wood and mushrooms growing from our house have nothing to do with wind either. Arbor is simply trying to avoid taking responsibility for it's actions by attempting to connect dots that simply do not exist.
Regards,
[redacted]
The garage door has a one year workmanship warranty on it and the plumbing which covers the water heater has a two year warranty on that. The other issues sound like HOA issues probably from the lack of up keep on the outside of your home which is a non Arbor Homes issue. Medical issues and divorce...
are not a reason to file a Revdex.com complaint as they are not Arbor Homes related.
We are in the process of contacting the homeowner to set up a meeting to listen to all of their concerns. We will resolve any issues that are warrantable per the BAGI standards.
I have not been able to speak with all parties involved in their questions about incomplete warranty work, I have left Mr [redacted] a voicemail and an email earlier today asking that he get back with me so that I can get a detailed list of his remaining issues and I have my warranty manager...
following up on the open service orders that we have in our system so that I may follow up on our end as well. I am sure as soon as soon as I can speak with Mr. [redacted] that we will be able to get these concerns rectified and resolved promptly.Thank you for your time in this matter.Sincerely,[redacted]Area ManagerArbor Homes LLC
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]
I would first like to address the issue of the change request agreement that Ms. [redacted] is referring to regarding the 300 amp meter base and the 100 amp sub panel and main panel located in basement. This custom option was denied by Ms. [redacted] on March 11, 2013 when she received the price for the...
option of 2,290 dollars! This would of taken care of her complaint about not having any additional circuits to finish the basement but as I stated denied the price request when given the amount???On March 11, 2013 a custom option price requ[redacted] was submitted asking to move the breaker panel location from the garage to the basement. This option request was accepted by Ms. [redacted] on March 15, 2013. This was completed as purchased and agreed upon during construction of the home.Secondly, there are 32 of an available 40 circuits currently used in the breaker panel in her home. This leaves an additional 8 circuits available to them to finish the basement. They just need to talk to a qualified electrician about adding piggyback breakers to their current electrical panel to accomplish this task.I am not sure with whom or where the 3 detailed messages that she has left with our office have ended up but I can assure Ms. [redacted] that I nor my director of warranty have received them??I would like to point out at this time that should she need assistance on a warranty issue in the future the proper submittal process is to log onto our website at yourarborhome.com. Then simple navigate to our warranty section.Sincerely,Tony K[redacted]Area ManagerArbor Homes LLC?
Again the exterior trim is warranted by the builder for the first year. Wood is a product that can not be warranted but we do understand that wood can bow and twist the first year as it goes through climate changes. Yearly maintenance of painting and caulking is required by the homeowner to up keep the exterior of the home. Failure to do so will result in the wood deteriorating early and other signs of neglect. The builder has parts of the home under warranty for the first two years after that period RWC has the warranty through the year structural period. Again we offered to fix the issue that the homeowner found even though the age was far past our warranty period but we can not pay for the lack of maintenance over the past 4years.
We install the landscape package (tress, shrubs and mulch) after the final grade has been performed. It is up to the homeowner to maintain the yard. You can see in the second picture the home owner has not maintained the yard or even mowed the yard. After the house was final graded the yard gets hydroseed sprayed on it. There is no warranty on hydroseed because it requires the homeowner to water, overseed and for best results add straw. Even after a full year it is not uncommon to see a yard not become established as it is hard to establish a yard in Indiana high clay content soil. It is not the builders responsibility to establish the yard, only to provide the final grade to the home. This is the perfect example of what happens when the homeowners do not maintain the yard.
We have reviewed your complaint and looked over your history. On your final walkthrough sheet there is no mention of dents on the garage door. On the list you made for your one year walkthrough there is no mention of dents on your door. It was not until two months AFTER your one year walkthrough did...
we receive something from you stating there were dents on the garage door. Arbor Homes did not install the garage door opener for this homeowner either. There is a one year warranty on the garage door and workmanship that is 4 months expired but it also states in the RWC warranty book that "If owner installs a garage door opener Builder is not responsible for operation of door."
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.
Your company's fix was to hammer in the trim that fell off the house and landed in my backyard. This "fix" does not have anything to do with the incorrect construction of the house wrap, nor does it have anything to do with the incorrect construction of the step flashing. So, you are saying that the trim is warranted for the first year? If the trim is not even hammered into the chimney properly from the beginning, how is that even considered a warranty item?! In order for something to be warrantied, it first has to be installed...correct? Even if I did get on the roof to inspect the trim after the first year, the damage would have already been done because it wasn't initially hammered in. The wood product itself is not to blame for twisting or bowing, nor are climate changes. This is purely a laziness/workmanship issue and I have several pictures to prove it. Again, yearly maintenance of painting and caulking would not have prevented the incorrect installation of the wrap, step flashing or trim. I just would have noticed it sooner, but the workmanship was poor from day 1. Attached are the pictures I was referencing.
Regards,
[redacted]
I spoke with [redacted] today 9/9/16 at 1:45pm. We are going to send Eric, the warranty manager in that area out to meet with [redacted] to get a fresh set of eyes on the outstanding issues. [redacted] with work with Eric to get the warrantable issues resolved.
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 was called on Thursday of last week by Danny, the Warranty contact for our subdivision and he said that a new painter would call us that day or the next (at the latest) to schedule an appointment to get this issue resolved. We were hopeful, but similar to our previous experiences, we have not heard anything yet. I do not feel comfortable accepting this response until we actually hear from painters to get this scheduled and the work is completed. We have heard several times before that someone will contact us and it is never followed up on.
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.[I just do not believe an emailed is sufficient documentation of extension of the warranty. The warranty after the first yr is provided by a third party. I am asking that the third party or arbor provide a signed letter indicating the warrantor -- with signatures and not just an email. Arbor has also not agreed to replace the cabinet and flooring in the flooded half bath, where the doors are being replaced. As is evident in the reply, only one cabinet was mentioned. There are other water damaged and construction damaged cabinets (Partial) that they have promised to replace- but are yet to complete in the last 5 months. I am afraid they are not going to follow through with their repairs. So I am hesitant to take an email message as documentation of the extension of a warranty, when Arbor is not the primary carrier of the warranty.Thank you. ]Regards,[redacted]
Arbor Homes is covering any homes that were damaged from the recent storms that closed January 1, 2012 or later as a conscencion to our homeowners. The issue that Brian mentions with the IKO shingles and them not sealing down will also be taken care of as part of this process. He...
has to submit a warranty claim through our website at yourarborhome.com to initiate the process.Our roofing contractor will make repairs to affected areas that need any shingles replaced and then will return to hand seal the entire roof when the weather warms to an acceptable level for this procedure. They will be notified via a door knob hanger when this process is complete. Thanks,Sincerely,Tony [redacted]Arbor 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.[redacted]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 2 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 2 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 operations. 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]
We have been in contact with Mr. [redacted] and addressed the issue he had with his front door along with 4 other items that were brought to our attention. We are in the process of setting up a timeframe to address these additional items and get them resolved. I anticipate the remaining issues to...
be completed in a timely manner as Mr [redacted] requested.Thank you for your time in this matter.Sincerely,Tony K[redacted]Area ManagerArbor Homes LLC
We have reached out to the homeowner and explained that the builder can not control acts of god or Mother Nature. That being said we can not control that the sun is reflecting off of neighbors window and damaging the homeowners house. All builders in the area are required to use the "low e" windows...
to meet the energy standards. If a neighbors home is damaging another home it is up to the homeowners to relieve the issue.
Im not sure why they continue to contact you?? the paperwork was turned in, a mutual release was done and a check was cut from our office today to refund the 250.00 dollars in earnest money. It will be mailed out tomorrow.Sincerely,[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. The iissue at hand is completely separate from our roof issue. The siding was NOT damaged during the wind storms. The siding was installed improperly and instead of actually fixing it during our 1 year, Arbor chose to simply nail it in and caulk it. Of course, this did not last nor fix the problem so now we have the exact same issue we had within our first year. Arbor's lack of concern for its customers as well as their poor construction practices are the problem at hand. Again, this is separate from the roof issue and in no way, shape, or form related to wind in April. I have attached pictures showing the nail holes and caulking that Arbor did a little over 2 years ago to "fix" the issue. Also, rotting wood and mushrooms growing from our house have nothing to do with wind either. Arbor is simply trying to avoid taking responsibility for it's actions by attempting to connect dots that simply do not exist.
Regards,
[redacted]
The garage door has a one year workmanship warranty on it and the plumbing which covers the water heater has a two year warranty on that. The other issues sound like HOA issues probably from the lack of up keep on the outside of your home which is a non Arbor Homes issue. Medical issues and divorce...
are not a reason to file a Revdex.com complaint as they are not Arbor Homes related.
We are in the process of contacting the homeowner to set up a meeting to listen to all of their concerns. We will resolve any issues that are warrantable per the BAGI standards.
I have not been able to speak with all parties involved in their questions about incomplete warranty work, I have left Mr [redacted] a voicemail and an email earlier today asking that he get back with me so that I can get a detailed list of his remaining issues and I have my warranty manager...
following up on the open service orders that we have in our system so that I may follow up on our end as well. I am sure as soon as soon as I can speak with Mr. [redacted] that we will be able to get these concerns rectified and resolved promptly.Thank you for your time in this matter.Sincerely,[redacted]Area ManagerArbor Homes LLC
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]
I would first like to address the issue of the change request agreement that Ms. [redacted] is referring to regarding the 300 amp meter base and the 100 amp sub panel and main panel located in basement. This custom option was denied by Ms. [redacted] on March 11, 2013 when she received the price for the...
option of 2,290 dollars! This would of taken care of her complaint about not having any additional circuits to finish the basement but as I stated denied the price request when given the amount???On March 11, 2013 a custom option price requ[redacted] was submitted asking to move the breaker panel location from the garage to the basement. This option request was accepted by Ms. [redacted] on March 15, 2013. This was completed as purchased and agreed upon during construction of the home.Secondly, there are 32 of an available 40 circuits currently used in the breaker panel in her home. This leaves an additional 8 circuits available to them to finish the basement. They just need to talk to a qualified electrician about adding piggyback breakers to their current electrical panel to accomplish this task.I am not sure with whom or where the 3 detailed messages that she has left with our office have ended up but I can assure Ms. [redacted] that I nor my director of warranty have received them??I would like to point out at this time that should she need assistance on a warranty issue in the future the proper submittal process is to log onto our website at yourarborhome.com. Then simple navigate to our warranty section.Sincerely,Tony K[redacted]Area ManagerArbor Homes LLC?
Again the exterior trim is warranted by the builder for the first year. Wood is a product that can not be warranted but we do understand that wood can bow and twist the first year as it goes through climate changes. Yearly maintenance of painting and caulking is required by the homeowner to up keep the exterior of the home. Failure to do so will result in the wood deteriorating early and other signs of neglect. The builder has parts of the home under warranty for the first two years after that period RWC has the warranty through the year structural period. Again we offered to fix the issue that the homeowner found even though the age was far past our warranty period but we can not pay for the lack of maintenance over the past 4years.
We install the landscape package (tress, shrubs and mulch) after the final grade has been performed. It is up to the homeowner to maintain the yard. You can see in the second picture the home owner has not maintained the yard or even mowed the yard. After the house was final graded the yard gets hydroseed sprayed on it. There is no warranty on hydroseed because it requires the homeowner to water, overseed and for best results add straw. Even after a full year it is not uncommon to see a yard not become established as it is hard to establish a yard in Indiana high clay content soil. It is not the builders responsibility to establish the yard, only to provide the final grade to the home. This is the perfect example of what happens when the homeowners do not maintain the yard.
We have reviewed your complaint and looked over your history. On your final walkthrough sheet there is no mention of dents on the garage door. On the list you made for your one year walkthrough there is no mention of dents on your door. It was not until two months AFTER your one year walkthrough did...
we receive something from you stating there were dents on the garage door. Arbor Homes did not install the garage door opener for this homeowner either. There is a one year warranty on the garage door and workmanship that is 4 months expired but it also states in the RWC warranty book that "If owner installs a garage door opener Builder is not responsible for operation of door."
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.
Your company's fix was to hammer in the trim that fell off the house and landed in my backyard. This "fix" does not have anything to do with the incorrect construction of the house wrap, nor does it have anything to do with the incorrect construction of the step flashing. So, you are saying that the trim is warranted for the first year? If the trim is not even hammered into the chimney properly from the beginning, how is that even considered a warranty item?! In order for something to be warrantied, it first has to be installed...correct? Even if I did get on the roof to inspect the trim after the first year, the damage would have already been done because it wasn't initially hammered in. The wood product itself is not to blame for twisting or bowing, nor are climate changes. This is purely a laziness/workmanship issue and I have several pictures to prove it. Again, yearly maintenance of painting and caulking would not have prevented the incorrect installation of the wrap, step flashing or trim. I just would have noticed it sooner, but the workmanship was poor from day 1. Attached are the pictures I was referencing.
Regards,
[redacted]
I spoke with [redacted] today 9/9/16 at 1:45pm. We are going to send Eric, the warranty manager in that area out to meet with [redacted] to get a fresh set of eyes on the outstanding issues. [redacted] with work with Eric to get the warrantable issues resolved.
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 was called on Thursday of last week by Danny, the Warranty contact for our subdivision and he said that a new painter would call us that day or the next (at the latest) to schedule an appointment to get this issue resolved. We were hopeful, but similar to our previous experiences, we have not heard anything yet. I do not feel comfortable accepting this response until we actually hear from painters to get this scheduled and the work is completed. We have heard several times before that someone will contact us and it is never followed up on.
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.[I just do not believe an emailed is sufficient documentation of extension of the warranty. The warranty after the first yr is provided by a third party. I am asking that the third party or arbor provide a signed letter indicating the warrantor -- with signatures and not just an email. Arbor has also not agreed to replace the cabinet and flooring in the flooded half bath, where the doors are being replaced. As is evident in the reply, only one cabinet was mentioned. There are other water damaged and construction damaged cabinets (Partial) that they have promised to replace- but are yet to complete in the last 5 months. I am afraid they are not going to follow through with their repairs. So I am hesitant to take an email message as documentation of the extension of a warranty, when Arbor is not the primary carrier of the warranty.Thank you. ]Regards,[redacted]
Arbor Homes is covering any homes that were damaged from the recent storms that closed January 1, 2012 or later as a conscencion to our homeowners. The issue that Brian mentions with the IKO shingles and them not sealing down will also be taken care of as part of this process. He...
has to submit a warranty claim through our website at yourarborhome.com to initiate the process.Our roofing contractor will make repairs to affected areas that need any shingles replaced and then will return to hand seal the entire roof when the weather warms to an acceptable level for this procedure. They will be notified via a door knob hanger when this process is complete. Thanks,Sincerely,Tony [redacted]Arbor Homes LLC
We would like the home owner to describe the damage this leak has caused in the master bathroom has caused.
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.[redacted]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 2 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 2 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 operations. 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]
We have been in contact with Mr. [redacted] and addressed the issue he had with his front door along with 4 other items that were brought to our attention. We are in the process of setting up a timeframe to address these additional items and get them resolved. I anticipate the remaining issues to...
be completed in a timely manner as Mr [redacted] requested.Thank you for your time in this matter.Sincerely,Tony K[redacted]Area ManagerArbor Homes LLC