We are in the process of setting up an appointment with the homeowner. All of the home owners concerns will be looked at to see if they are a warrantable or non-warrantable item. Any warrantable items will be fixed by the BAGI standards.
I met with [redacted] and [redacted] this morning and reviewed our outstanding list of items that need to still be addressed and wanted to list those for all involved to ensure we have everything accounted for.
1) replace cabinet in kitchen
2) replace vanity cabinet in downstairs half bath
3) replace vinyl flooring in downstairs half bath, [redacted] may have told you we were not doing this because the flooring contractor said it did not need to be done as there was no damage to the flooring from the leak. I told [redacted] that we would replace it because I had told you in our initial meeting that we would.
4) Replace entire door and doorframe to downstairs half bath.
5) re skin bottom of master bath vanities per earlier agreement due to trap leak.
6) repaint area in utility room on ceiling and walls from previous repair that has not been painted yet.
7) replace all toilets in home with ones specified per yourself in previous email.
8) humidity levels in new homes will fluctuate tremendously, we will assist in determining that this is not an issue with an introduction of moisture from any plumbing source in the home. With the inspection of the entire plumbing system by R and R plumbing, I feel that we have determined that there are no current and or continuing leaks.
9) I will have Air Co. provide an indoor air quality test and report as per the recommendation of the Johnson County Health Department, [redacted] and or [redacted] will be contacting you on NLT Monday to set up this test with them.
10) I will have[redacted] prepare a letter stating that they will warrant workmanship through year 3 so that you have that in writing from them as well. I am not sure what your understanding of the warranty is as you have stated it is by a third party and that Arbor is not the primary carrier of the warranty in your response to the Revdex.com. The [redacted] is a third party warranty which covers structural items for up to 10 years. The warranty that I have extended is the builder warranty that covers any workmanship issues and again will extend that through year 3 as an extension of the state mandated 2 year workmanship warranty that comes standard.
I also personally inspected the water pressure that you have in the master bath shower and this is normal for the enclave subdivision. There is a EPA mandated low flow water reducer installed in all shower heads that reduces water flow to conserve water.
[redacted] and [redacted] will also follow up with you on Monday as to where we are with getting the rest of the items scheduled and resolved.
I am also going to forward this to the Revdex.com, the Johnson County health department and the [redacted] as my response to the inquiries you have made with each of these organizations.
I am going to be off next week and unavailable, but if I have failed to mention anything you have outstanding please bring them to [redacted] and or [redacted]s attention or email me and I will address them when I return the week of the 22nd of June.
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.
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. I do not...
want to close the complaint until the roof has either been repaired or found to be within legal code limits (as determined by a proper inspection). The roofer has not been out to the house yet, nor has Arbor Homes gotten back to me with a potential date and time for the roofer to come out.
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.
Our warranty for the plumbing was submitted in August which is within the two year period of the original builders warranty. This item should still be covered under the original warranty. I can screenshot the auto-generated response emails if need be but Arbor should be able to find request submitted on August 11 and August 20 that will show the request for the plumbing leak.
Regards,
[redacted]
I do see where Mr [redacted] submitted his one year request back in August, but do not have any record of the calls that were made into the office. Our warranty director has spoken with Mr. [redacted] and has verified that we have an appointment set up with Mr. [redacted] to do his one year service on...
11/26/2014.I apologize for the earlier confusion and miscommunications but I feel we have this issue on the path to resolution shortly.Sincerely,[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.
Regards,
[redacted]
you are correct we have met several times and changed numerous options due to we would find out more and more options that were never presented to us, many of the options were skipped through or never clicked upon to see our options, we had to ask for things daily, including simple home warranty issues!! I had a former co-worker of mine tell me that dimensional shingles were an option, this among many other items were never presented or offered. On several of these 'meetings' including the selection meeting we constantly had other customers coming and going, kids playing in the model home that we were in, also including when much of the paperwork has been done including the purchase agreement, and most of it was sign here, sign here, sign here, thanks for your time. (while others were waiting) We ran into customers that were building in Pendleton, a former friend of family, all while doing paperwork in the same office.
I find it irritating that Arbor Homes makes 'exceptions' on your end when they are convenient and benefit Arbor Homes, however right now when the customer would like to make an 'exception', it can't be done.
Once looking at options against other comparable builders, we have come to realize just how many items/options are considerably overpriced, unavailable, or lack quality compared to the market competition. Also the actual cost of labor/materials is much higher than what is justified. The home that we were going to build will not hold the value of the home in that neighborhood and area as well. These are many of the reasons we will not be building with Arbor Homes.
As far as the 3,000$ that we are being told we must pay - you already have our earnest money which covers the time and our prior commitment, many of the changes that are said to be sent to the mortgage company, we discussed prior to making changes.
There has NOT been a permit pulled, shovel in the ground, foundation started, blueprints created, appraisal done, materials purchased, or pre construction meetings done. For these reasons I will fight the 3,000$ as there is absolutely no reason this lot cannot be released and sold to another buyer with the model and options of their choice.
I would like to think that the [redacted] and I, as well as Arbor Homes would like to dismiss from this with the hope that we both have respect towards one another and move on as we are all in the same industry and both are focused on treating the customers right. I will continue the complaint with the Revdex.com, as well as get our attorney involved and we can go from there if needed. This is ridiculous.
Much of this same info was sent to Gena on 3/31/16.
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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I spoke with [redacted] yesterday about the remaining questions and concerns that she had in her response and we have got everything answered that she was questioning.Thank you for your time in this matter.Sincerely,Tony K[redacted]Area ManagerArbor Homes LLC
Revdex.com:
My husband and I were on vacation on 8/26/2016, but neither one of us received phone calls or voicemails from Justin trying to resolve this issue. We have not received an email yet either. We did receive a phone call from the painters and were able to set up a meeting with them to come today (08/31/2016) at 2:00PM (when the last message on this Revdex.com compliant from Justin was received). Maybe he didn't know the painters were getting in contact with us directly? Not surprised since the communication has seemed to be lacking throughout this process. Luckily, the painters kept the appointment and were able to finish the job. 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 because of the painter and their follow-up and not necessarily from follow-up with Arbor Homes specifically.
Regards,
[redacted]
We have included the portion of the Purchase agreement that clearly states that the default fee is $3000 after the point of Purchase agreement. As proof that this is covered during the signing of the purchase agreement our Sales Manager even circled the header of the default clause as well as...
had the buyers initial this section agreeing that we covered this with them.I would like to agree with many points this buyer has brought up and this is the very reason we have this default clause in place.The buyer mentions going into our sales office 10 times and spending a lot of time with the Sales Manger so that alone shows Arbor has invested much time with the buyer.The buyer also mentions making many changes that they requested. Every time there is a change our Sales Manger is taking time to do so, then creating new paperwork that is sent into the office that is then processed by our contract coordinators and spending more time on their end of the project. The new paperwork is then sent to the lenders that invest their time in updating the file. With every change multiple people are now spending additional time in the process of moving this house forward. There is a lot of time and multiple people spending hours on this project before the house actually starts on the home site. This is why we include the default fee in our purchase agreement to cover all parties that invest hours into the initial process of building a home. The buyer also mentions being rushed through the process to choose selections and a floor plan. The buyer signed the purchase agreement on Feb. 13th 2016 and looking at the buyers file we allowed many changes for the buyer up until March 19th where they again signed a new commitment addendum saying they wanted to move forward. They have been allowed over a month to make any changes so we believe they were anything but rushed when allowed to choose and change anything within our normal selections and floor plans.Arbor Homes
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.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]
First of all, we have been communicating with Mr. [redacted], we unfortunately had a miscommunication with our subcontractor and an issue we had with his screen porch was done opposite of what we had discussed but we have since gotten the issue resolved with Mr. [redacted]. Our warranty manager is...
currently working with him on the remaining warranty items he has brought to our attention.Sincerely,[redacted]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.
First of all, this is a builder issue. Secondly, telling me to go through my insurance means I am spending money out of my pocket and raising my insurance rates to correct an issue that never should have been. If Arbor had used proper materials and then installed them properly, my roof as well as others around me would not be falling off! I expect Arbor to pay to fix not only my roof but all of the water damage that has resulted from their negligence.
Regards,
[redacted]
Wind and storm damage is not a unwarrantable item. We do not reimburse deductibles for non unwarrantable items. The shingle manufacture has a 20yr warranty on their product. Homeowner should reach out to them if she feels that the shingles did not hold up to the winds. The April storm of last year caused damage through out central Indiana over 10,000 homes were affected by the storms.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
Regards,
[redacted]
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.
Regards,
[redacted] No one called as usual this business stops taking care of customers after home is built
We do have work order out for the repairs and will repair any damages caused by the leak. Our roofer said he was out at your home October 8th 2015 and looked at the roof and did not see any physical damage to the home owners roof. The roofer was going to schedule repairs for the week of the 12th....
Once roof repairs are complete our warranty manager will schedule repairs to the inside of your home.
We are in the process of setting up an appointment with the homeowner. All of the home owners concerns will be looked at to see if they are a warrantable or non-warrantable item. Any warrantable items will be fixed by the BAGI standards.
Dr [redacted]
I met with [redacted] and [redacted] this morning and reviewed our outstanding list of items that need to still be addressed and wanted to list those for all involved to ensure we have everything accounted for.
1) replace cabinet in kitchen
2) replace vanity cabinet in downstairs half bath
3) replace vinyl flooring in downstairs half bath, [redacted] may have told you we were not doing this because the flooring contractor said it did not need to be done as there was no damage to the flooring from the leak. I told [redacted] that we would replace it because I had told you in our initial meeting that we would.
4) Replace entire door and doorframe to downstairs half bath.
5) re skin bottom of master bath vanities per earlier agreement due to trap leak.
6) repaint area in utility room on ceiling and walls from previous repair that has not been painted yet.
7) replace all toilets in home with ones specified per yourself in previous email.
8) humidity levels in new homes will fluctuate tremendously, we will assist in determining that this is not an issue with an introduction of moisture from any plumbing source in the home. With the inspection of the entire plumbing system by R and R plumbing, I feel that we have determined that there are no current and or continuing leaks.
9) I will have Air Co. provide an indoor air quality test and report as per the recommendation of the Johnson County Health Department, [redacted] and or [redacted] will be contacting you on NLT Monday to set up this test with them.
10) I will have[redacted] prepare a letter stating that they will warrant workmanship through year 3 so that you have that in writing from them as well. I am not sure what your understanding of the warranty is as you have stated it is by a third party and that Arbor is not the primary carrier of the warranty in your response to the Revdex.com. The [redacted] is a third party warranty which covers structural items for up to 10 years. The warranty that I have extended is the builder warranty that covers any workmanship issues and again will extend that through year 3 as an extension of the state mandated 2 year workmanship warranty that comes standard.
I also personally inspected the water pressure that you have in the master bath shower and this is normal for the enclave subdivision. There is a EPA mandated low flow water reducer installed in all shower heads that reduces water flow to conserve water.
[redacted] and [redacted] will also follow up with you on Monday as to where we are with getting the rest of the items scheduled and resolved.
I am also going to forward this to the Revdex.com, the Johnson County health department and the [redacted] as my response to the inquiries you have made with each of these organizations.
I am going to be off next week and unavailable, but if I have failed to mention anything you have outstanding please bring them to [redacted] and or [redacted]s attention or email me and I will address them when I return the week of the 22nd of June.
Sincerely,
[redacted]
Area Manager
Arbor Homes LLC
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
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. I do not...
want to close the complaint until the roof has either been repaired or found to be within legal code limits (as determined by a proper inspection). The roofer has not been out to the house yet, nor has Arbor Homes gotten back to me with a potential date and time for the roofer to come out.
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.
Our warranty for the plumbing was submitted in August which is within the two year period of the original builders warranty. This item should still be covered under the original warranty. I can screenshot the auto-generated response emails if need be but Arbor should be able to find request submitted on August 11 and August 20 that will show the request for the plumbing leak.
Regards,
[redacted]
I do see where Mr [redacted] submitted his one year request back in August, but do not have any record of the calls that were made into the office. Our warranty director has spoken with Mr. [redacted] and has verified that we have an appointment set up with Mr. [redacted] to do his one year service on...
11/26/2014.I apologize for the earlier confusion and miscommunications but I feel we have this issue on the path to resolution shortly.Sincerely,[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.
Regards,
[redacted]
you are correct we have met several times and changed numerous options due to we would find out more and more options that were never presented to us, many of the options were skipped through or never clicked upon to see our options, we had to ask for things daily, including simple home warranty issues!! I had a former co-worker of mine tell me that dimensional shingles were an option, this among many other items were never presented or offered. On several of these 'meetings' including the selection meeting we constantly had other customers coming and going, kids playing in the model home that we were in, also including when much of the paperwork has been done including the purchase agreement, and most of it was sign here, sign here, sign here, thanks for your time. (while others were waiting) We ran into customers that were building in Pendleton, a former friend of family, all while doing paperwork in the same office.
I find it irritating that Arbor Homes makes 'exceptions' on your end when they are convenient and benefit Arbor Homes, however right now when the customer would like to make an 'exception', it can't be done.
Once looking at options against other comparable builders, we have come to realize just how many items/options are considerably overpriced, unavailable, or lack quality compared to the market competition. Also the actual cost of labor/materials is much higher than what is justified. The home that we were going to build will not hold the value of the home in that neighborhood and area as well. These are many of the reasons we will not be building with Arbor Homes.
As far as the 3,000$ that we are being told we must pay - you already have our earnest money which covers the time and our prior commitment, many of the changes that are said to be sent to the mortgage company, we discussed prior to making changes.
There has NOT been a permit pulled, shovel in the ground, foundation started, blueprints created, appraisal done, materials purchased, or pre construction meetings done. For these reasons I will fight the 3,000$ as there is absolutely no reason this lot cannot be released and sold to another buyer with the model and options of their choice.
I would like to think that the [redacted] and I, as well as Arbor Homes would like to dismiss from this with the hope that we both have respect towards one another and move on as we are all in the same industry and both are focused on treating the customers right. I will continue the complaint with the Revdex.com, as well as get our attorney involved and we can go from there if needed. This is ridiculous.
Much of this same info was sent to Gena on 3/31/16.
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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
I spoke with [redacted] yesterday about the remaining questions and concerns that she had in her response and we have got everything answered that she was questioning.Thank you for your time in this matter.Sincerely,Tony K[redacted]Area ManagerArbor Homes LLC
Revdex.com:
My husband and I were on vacation on 8/26/2016, but neither one of us received phone calls or voicemails from Justin trying to resolve this issue. We have not received an email yet either. We did receive a phone call from the painters and were able to set up a meeting with them to come today (08/31/2016) at 2:00PM (when the last message on this Revdex.com compliant from Justin was received). Maybe he didn't know the painters were getting in contact with us directly? Not surprised since the communication has seemed to be lacking throughout this process. Luckily, the painters kept the appointment and were able to finish the job. 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 because of the painter and their follow-up and not necessarily from follow-up with Arbor Homes specifically.
Regards,
[redacted]
We have included the portion of the Purchase agreement that clearly states that the default fee is $3000 after the point of Purchase agreement. As proof that this is covered during the signing of the purchase agreement our Sales Manager even circled the header of the default clause as well as...
had the buyers initial this section agreeing that we covered this with them.I would like to agree with many points this buyer has brought up and this is the very reason we have this default clause in place.The buyer mentions going into our sales office 10 times and spending a lot of time with the Sales Manger so that alone shows Arbor has invested much time with the buyer.The buyer also mentions making many changes that they requested. Every time there is a change our Sales Manger is taking time to do so, then creating new paperwork that is sent into the office that is then processed by our contract coordinators and spending more time on their end of the project. The new paperwork is then sent to the lenders that invest their time in updating the file. With every change multiple people are now spending additional time in the process of moving this house forward. There is a lot of time and multiple people spending hours on this project before the house actually starts on the home site. This is why we include the default fee in our purchase agreement to cover all parties that invest hours into the initial process of building a home. The buyer also mentions being rushed through the process to choose selections and a floor plan. The buyer signed the purchase agreement on Feb. 13th 2016 and looking at the buyers file we allowed many changes for the buyer up until March 19th where they again signed a new commitment addendum saying they wanted to move forward. They have been allowed over a month to make any changes so we believe they were anything but rushed when allowed to choose and change anything within our normal selections and floor plans.Arbor Homes
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.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 have a date set in January to have the house looked at during business hours. The complaint will be complete when house is fixed
First of all, we have been communicating with Mr. [redacted], we unfortunately had a miscommunication with our subcontractor and an issue we had with his screen porch was done opposite of what we had discussed but we have since gotten the issue resolved with Mr. [redacted]. Our warranty manager is...
currently working with him on the remaining warranty items he has brought to our attention.Sincerely,[redacted]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.
First of all, this is a builder issue. Secondly, telling me to go through my insurance means I am spending money out of my pocket and raising my insurance rates to correct an issue that never should have been. If Arbor had used proper materials and then installed them properly, my roof as well as others around me would not be falling off! I expect Arbor to pay to fix not only my roof but all of the water damage that has resulted from their negligence.
Regards,
[redacted]
Wind and storm damage is not a unwarrantable item. We do not reimburse deductibles for non unwarrantable items. The shingle manufacture has a 20yr warranty on their product. Homeowner should reach out to them if she feels that the shingles did not hold up to the winds. The April storm of last year caused damage through out central Indiana over 10,000 homes were affected by the storms.
Glad to hear the garage door company took care of the problem.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me.
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.
Regards,
[redacted] No one called as usual this business stops taking care of customers after home is built
We do have work order out for the repairs and will repair any damages caused by the leak. Our roofer said he was out at your home October 8th 2015 and looked at the roof and did not see any physical damage to the home owners roof. The roofer was going to schedule repairs for the week of the 12th....
Once roof repairs are complete our warranty manager will schedule repairs to the inside of your home.