Arbor Custom Homes

To whom it may concern Regarding: Revdex.com Complaint # [redacted] We strive to maintain customer satisfaction with every homeownerWe are confident along with our vendors that we have gone above and beyond to satisfy this homeowners concerns, but sometimes it cannot be doneThe following are explanations for the comments made by client regarding Warranty Issues with their home purchased 8-14- Paint: We offer a year end touch up of drywall repairs only, and it is clearly explained that cosmetic items not noted at the Original Orientation, or move in review prior to occupancy are excluded from the warrantyThis was explained to client at their Orientation and at their yearend appointmentWe did perform the paint touch ups covered under warranty Garage Overhead Door: Overhead Door Company responded to their complaint of gap at bottom of doorThey made adjustments at two different appointments (March/April) trying to make client happyClient seemed happy with door until September( complaint with door operation), and Door Company returned after warranty had expired ( 9-11) to ensure client was happy and found nothing wrong with the operation of the door Heating System: notes from heating company technician 06/19/15: We were sent out to install a new damper motor, damper doesn’t operate very wellField Notes: Installed OBD's (opposed blade damper) in all upstairs supply grillsMoved gas line drip leg to the wall 08/28/15: Meet with Nate J and Rich to address heating system concernsField Notes: Checked on homeowners issues with heating systemOne floor grill was hard to put into bootCut away a buildup of caulkingMaster bath floor grill moved back and forth about 3/4" because the tile was cut a little big so I put a buildup of tape on the inside part of the grillI let the homeowner and Rich with Arbor know that this will be our last free trip we will be making for his duct issue and they both agreed Noise mentioned was not noted at either appointments from HVAC technician, and system was running normalHeating company went out of their way to install extra dampers not normally installed to try to make client happy only later to have them complain of itHeating company noted that they would not return again free of charge as they had done everything they could under warrantyNote; HVAC system requires annual maintenance to maintain the 10-year parts warranty, and the homeowner is responsible to pay for and schedule these appointments along with filter replacement Grout at Granite: We normally do a one-time caulking and grout touch up at year end as neededWe performed this service in December, March, and vendor returned for other concerns in September as part of the year end punch list to perform serviceAfter repairs are made this becomes homeowner maintenance, and owner responsibility There was no mention of elevation or cladding concerns with the building at Orientation, and determined to be not a warrantable issue

Complaint: [redacted] I am rejecting this response because: Of course business explanation is always favors to themComing to the problems, - Paint problem - they painted instead of mocking and paintEvery other person agrees that it most of the house has to mock between ceiling and wall and then paintOnly Arbor buy Rich don't agreeIf you want I can pay outside and get the estimation of that, is Arbor going to pay for that if it is their problem? - Garage door - how can he say I am happy even it is in my year inspection report about the same problem? I still have that problem almost every day and have to plan to pay from my pocket to change most of the garage parts.- Furnace - they provided awful solution, now I can't even go for vent cleaningalso, they provided dampers as part of the construction and they don't work as specifiedSound from the furnace, even a baby can tell that it is not right (when I mentioned that to them, they asked me to schedule maintenance call and we will come and fix that but costs $175) Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
Of course business explanation is always favors to them. Coming to the problems, - Paint problem - they painted instead of mocking and paint. Every other person agrees that it most of the house has to mock between ceiling and wall and then paint. Only Arbor buy Rich don't agree. If you want I can pay outside and get the estimation of that, is Arbor going to pay for that if it is their problem? - Garage door - how can he say I am happy even it is in my 1 year inspection report about the same problem? I still have that problem almost every day and have to plan to pay from my pocket to change most of the garage parts.- Furnace - they provided awful solution, now I can't even go for vent cleaning. also, they provided dampers as part of the construction and they don't work as specified. Sound from the furnace, even a baby can tell that it is not right (when I mentioned that to them, they asked me to schedule maintenance call and we will come and fix that but costs $175). 
Sincerely,[redacted]

To whom it may concern
Regarding: Revdex.com Complaint #[redacted]
We strive to maintain customer satisfaction with every homeowner. We are confident along with our vendors that we have gone above and beyond to satisfy this homeowners concerns, but sometimes it cannot be done. The...

following are explanations for the comments made by client regarding Warranty Issues with their home purchased 8-14-2014.
Paint: We offer a year end touch up of drywall repairs only, and it is clearly explained that cosmetic items not noted at the Original Orientation, or move in review prior to occupancy are excluded from the warranty. This was explained to client at their Orientation and at their yearend appointment. We did perform the paint touch ups covered under warranty.
Garage Overhead Door: Overhead Door Company responded to their complaint of gap at bottom of door. They made adjustments at two different appointments (March/April) trying to make client happy. Client seemed happy with door until September( complaint with door operation), and Door Company returned after warranty had expired ( 9-11) to ensure client was happy and found nothing wrong with the operation of the door.
Heating System: notes from heating company technician
06/19/15: We were sent out to install a new damper motor, damper doesn’t operate very well. Field Notes: Installed OBD's (opposed blade damper) in all upstairs supply grills. Moved gas line drip leg to the wall
08/28/15: Meet with Nate J and Rich to address heating system concerns. Field Notes: Checked on homeowners issues with heating system. One floor grill was hard to put into boot. Cut away a buildup of caulking. Master bath floor grill moved back and forth about 3/4" because the tile was cut a little big so I put a buildup of tape on the inside part of the grill. I let the homeowner and Rich with Arbor know that this will be our last free trip we will be making for his duct issue and they both agreed.
Noise mentioned was not noted at either appointments from HVAC technician, and system was running normal. Heating company went out of their way to install extra dampers not normally installed to try to make client happy only later to have them complain of it. Heating company noted that they would not return again free of charge as they had done everything they could under warranty. Note; HVAC system requires annual maintenance to maintain the 10-year parts warranty, and the homeowner is responsible to pay for and schedule these appointments along with filter replacement.
Grout at Granite: We normally do a one-time caulking and grout touch up at year end as needed. We performed this service in December, March, and vendor returned for other concerns in September as part of the year end punch list to perform service. After repairs are made this becomes homeowner maintenance, and owner responsibility.

There was no mention of elevation or cladding concerns with the building at Orientation, and determined to be not a warrantable issue