Bach Homes, LLC

The following is in response to the Revdex.com claim case # [redacted] dated 10/29/regarding the landscaping bondAllan was our purchasing agent at the time of this incident We apologize for his lack of communication on this matter The landscaping bond has been refunded as requestedThanks,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The following is in response to the Revdex.com claim that Mr*** *** submitted regarding his sliding glass door that has shattered. Upon receiving this request, an Alside Window Representative visited the site. Upon investigating the window and submitting the claim to the engineering
department, it was determined that the glass break was a result of a “Classic Impact” and as such is not covered under warranty. Bach would be happy to replace the sliding glass provided it was a product defect, unfortunately the evidence indicates that it is not covered. Unless additional information can be provided by Mr*** *** showing that it should be covered, Mr*** *** is responsible for the replacement costs

The following is in response to the Revdex.comcase #*** dated 4/9/regarding the cleanliness of the home, warranty work, and dirt placement. As a standard practice, Bach Homes has all of our homes cleaned prior to closing. The homes are also periodically cleaned during the construction
process. Due to personnel issues which we have since resolved in this subdivision, some of the homes were not up to our standard at closing. The same issue slowed the completion of walk through items. We are glad to hear that the reassignment of the walk though items to our customer service department led to completion, although we are striving to improve the buyer experience and warranty turnaround times. Regarding the dirt located behind the home, while dirt can be unsightly it is an inherent element of living in a new development surrounded by land for future development. Bach Homes has not deliberately placed dirt to create a nuisance to any of our home buyers, but dirt is often left where it was generated until it needs to be removed during future construction. Based on observations when we have had our customer service department and management visit the site to evaluate the concern previously, the pile of dirt has been placed away from existing property lines so site grading around each home can function properly and so that future fencing is not obstructed. Bach Homes is looking into options for addressing the dirt pile in the near future. Thanks, Sarah T***801-727-

In coordinating the repairs to the landscaping around the affected building, we had our landscaper meet with the city and with the HOA. Together they determined the areas that were needing full replacement and those areas that had substantial health that they could be treated and repaired during the active growing season next year. Our landscaper completed the repairs that the HOA required for their satisfaction. These repairs included replacing some large areas of sod and some smaller patches. As plantings have started to go dormant for the winter some of the areas that did not receive new sod have shown a larger area of weeds than was originally thought, especially behind the neighboring unit. Since the landscaping irrigation has since been shut off by the city for the season, repairs to areas where the grass has not recovered will be addressed in the spring along with any repairs to the new sod that has been installed. We are aware that there is a portion of the curbing about 3’ long that was broken by lawn care equipment. The repair to the curbing is being coordinated with the company that caused the damageAlthough we have had multiple representatives in contact with the homeowner, the contact has not been constant. Due to the quantity of calls that we have received from the homeowner and other ongoing work that required attention, our representative did not respond to many of the calls as he had already provided the information that he could. As we are constantly striving to improve our service, we have had discussions with the representative and have been returning ongoing correspondence as quickly as possible after it has been receivedWe apologize if references to the community in our previous response have been misunderstood as references to the HOA. The “scope of the community” was in reference to all work being coordinated as a part of the common areas of the Sergeant Court Phase community, including utilities, sidewalks, roadways, and landscaping. With a typical home warranty request the customer service representative would work directly with the trade involved, such as a plumber or electrician. As work in the Sergeant Court Phase common areas was being coordinated by other staff, the customer service representative was not directly coordinating the repairsAs mentioned in the previous response, due to schedules and the sequence of repairs needed to be complete we were not able to hand over the subdivision to the HOA by the September 7th date. Replacement concrete that was poured in August to the west of the building made the September 7th date unattainable to allow the concrete to fully cure before using machinery to remove and replace the landscaping. As the handover date is a formality between Bach Homes and the property management company, we had both agreed that the date would be moved back. We will continue to work together until the handoff has been completed

This is in response to Revdex.com complaint #*** filed 9/25/2017. Our apartments are built to meet all sound codes for multi-family living. Even though we make efforts to provide a sound barrier, it is still apartment living and there is the possibility of being able to hear the occasional
loud noises from neighbors. We will try and work with our residents to resolve issues that may be bothersome or fall out of the range. We also strive to maintain our apartments for carefree living. However, from time to time we do need to address an issueWhen a resident has an issue, we provide multiple ways to contact us through their resident portal, phone, email, or stopping by the office. Because we also assist other residents and new prospects, we may not always be available immediately, but strive to respond back as soon as possible. The resident did have a few service requests which were addressed promptly and appropriately with respect. Shortly after moving in, the resident called in about a leak in the master bathroom. The service request was responded to and it was found that the sink had a faulty part. It was replaced, and the repair was complete within less than hrs of the request being made. On September 13th, the resident reported a leak in her closet. Upon getting the request, the maintenance supervisor along with the construction superintendent and plumbing contractor immediately went to the resident’s unitThey opened the wall to check the damage and discovered that a screw had been drilled into the drainage pipe. The water had channeled across the screw and was running down the painted side of the wall. It was not leaking on the inside of the wallThe visible damage on the outside of the wall was caused from the sink water from the drain and was only on the painted side of the wallThe resident expressed concern that there might be mold. The maintenance supervisor removed all the sheetrock, baseboard and carpet that was wet and damaged and showed the resident that no water had entered the wall cavityThe resident confirmed it was dry insideThe construction superintendents and plumbing contractor were present for the entire interaction with the resident and no mold was found, nor did anyone say mold was present on the remaining drywall, etc. The resident did not ask them for a mold test to be done at that time. The plumber completed the needed repairs to the pipe and the sheetrock was replaced with new sheetrock. After the maintenance supervisor closed the wall and touched up the texture, the resident would not let the maintenance team back in to finish the repair work and paintThey made several attempts, but the resident would not answer the door, answer calls, or return calls. When the carpet and pad were removed, there were a couple of carpet razor blades lying flat on the carpet pad that had been left by the carpet installerThe maintenance supervisor removed the razor blades before replacing the carpet and pad. After the repair work had been completed, the resident contacted the office and asked if we test for moldThe resident also contacted the corporate office on 9/25/to express her concerns regarding these matters. At that time, we offered to hire a 3rd party contractor to come test for moisture in the walls and re-check for mold and offered to pull up the carpet to ensure there were no other razor blades left behind. She was also offered the option to transfer to another unit without any transfer fees. The resident declined these services and offers, stating that she was in the process of moving into a house with another individualThere are emails that go back as far as June with her interest in getting out of her lease early for personal reasons. In addition, previous to the main maintenance issues, on August 19th, at 3:30am, our courtesy patrol officer found the resident violating the community rules. The resident told the courtesy patrol officer at that time that she was trying to get evicted so she could get out of her lease. On or around September 6th, 2017, the resident was quoted a lease buyout amount by a manager covering from another propertyThat manager was not aware that Kensington was not offering lease buyout options and quoted the rates from another property. The current manager then quoted the remaining lease obligation, but after reviewing the situation, the previous quote by the covering manager was honored. The resident signed a Lease Buyout Settlement Agreement in which she agreed to the terms and conditions of being released from her contract. It is our stance that we have responded to this resident’s concerns promptly and professionally and are not in breach of our contract. We 1) addressed and resolved her maintenance issues professionally and appropriately 2) offered to remedy her concerns regarding moisture in the walls and razor blades beneath the carpet and 3) came to a mutual agreement regarding the lease buyout agreement. All charges on her move out statement are consistent with the signed Lease Buyout Agreement. The Lease Buy-out Agreement stands as a full and complete settlement. As a result, we decline to further reduce the move out costs in accordance with the agreement she signed prior to moving out

The following is in response to the Revdex.com claim case #[redacted] dated 10/29/2015 regarding the landscaping bond. Allan was our purchasing agent at the time of this incident.   We apologize for his lack of communication on this matter.   The landscaping bond has been refunded as...

requested. Thanks,

Complaint: [redacted]
I am rejecting this response because: the problems still have not been satisfactorily resolved. Our concrete is still broken and some of our grass is still dead. We were told it would be replaced.
Sincerely,
[redacted]

This is in response to the Revdex.com complaint #[redacted] filed 10/6/2017 regarding landscaping issues.  Bach Homes has been in contact with the homeowner multiple times regarding the landscaping and we understand the inconvenience of the incomplete and dead landscaping.  We have been working...

towards getting it resolved since the time the grass died as we cannot pass city landscaping inspections or hand off the community to the HOA until all of the landscaping is in satisfactory condition.    The landscape completion, and repair of any areas needing it, has been a part of our overall scope for the community since beginning construction.  We apologize for the misunderstanding about the schedule of the initial landscaping installation.  Landscaping installations in general begin as soon as the weather gets warm, but with a backlog of homes that were built since the previous October that needed landscaping, new homes requiring landscaping, and corrections and adjustments that need to be made to the various sites before installing landscaping, installations are not always in a logical order to those within the communities.  Due to these various scheduling constraints, the installation schedules are frequently changing and we seldom have firm dates.  Issues around this building specifically contributed to the landscaping being installed weeks after the neighboring building.  Not providing installation dates was not a refusal to provide information, but as schedules had been fluctuating and the repair was not immediately affecting the homeowner’s personal property and could be performed without coordinating schedules, it was an effort to avoid misinformation.  After learning of the watering issue after landscaping was installed, we investigated the cause and started working with contractors to get them to do repairs.  Our customer service department has no record of calls reporting the dysfunctional sprinklers so we can’t be sure where the contact attempts were directed to.   Had we known of the issue earlier we would have repaired the sprinklers at that time rather than needing to coordinate the more extensive replacement of landscaping.  Our superintendent, customer service representative, and purchasing department have been involved in correspondence with the homeowner and often there has not been new information to be communicated beyond the fact that it would be replaced as a part of the landscaping scope which we were already planning to fulfill before the community was considered complete.  Throughout the process the customer service representative has been the correct contact for the homeowner.  As this repair has fallen into the scope of the community, he had not been directly responsible for the coordination of the repair which has contributed to his having less information to provide than with other warranty requests associated with this home.  While we understand the frustration of not having satisfactory landscaping, it was not possible to complete the repairs or provide new information in the timeline that the homeowner has desired and we regret that this has been interpreted as a dismissal of the issue.  As we have been working towards the handoff of landscaping to the HOA, the schedules of our contractors and sequence of repairs to concrete, sprinkler systems, grading, and plantings throughout the project have pushed back the September 7thcompletion date which the HOA provided to the homeowner.  At this time, the landscaping repairs around this building have been completed and we are still working towards handing the project off to the HOA.  Although the infrastructure of the landscaping is still in the control of Bach Homes, the regular mowing and upkeep of the project has been coordinated by the HOA and issues regarding how it is cared for should be addressed with them.

Complaint: [redacted]
I am rejecting this response because:Bach Homes and Alside have consistently ignored the photo evidence of my window break. They do not have any counter arguments to the figure eight, or butterfly pattern at the focal point of my window break. Here is a link to a video on Youtube produced by theChicagoGlassExperts.com:https://youtu.be/9JkdWUyp0UEThis video describes exactly what my window break pattern looks like and names the cause: a nickel sulphide inclusion. I attached a picture of my window break. You will see a distinct figure 8 or butterfly looking pattern at the break origination. I counter the argument that this is an impact break with the second attachment. This is a picture taken from the internet that shows a distinct point of impact that has a chalky or scuffed point of origination. Anything that impacts a window to break it will crush the glass at the impact point causing this non-transparent dot. My window does not have this, only a figure 8 pattern. My window was not broken by an impact, but by a nickel sulphide inclusion. It was a faulty piece of glass and should be replaced at not charge to me.   
Sincerely,
[redacted]