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Insight Homes prides itself on quickly responding to all customer inquires We are among the industry's top home builders when it comes to customer satisfaction While the industry states that 5% of customers will never be satisfied, we take that as a challenge and work diligently to maintain our customer satisfaction rating, which currently exceeds 98% We will review our records in regards to this customer and reply back shortly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I need the porch fixed correctly so the two large puddles do not sit there for days on end this this not correct building standards please address my warrenty issues insight

Dear Revdex.com, As an accredited Revdex.com member, and as illustrated by our numerous customer testimonials, consumer choice awards, and industry awards, accolades, and recognitions, Insight Homes takes customer satisfaction very seriously We strive for customer satisfaction, and work thoroughly and promptly with our customers to resolve any and all of their concerns or perceived complaintsThis particular customer’s claims included requests for items outside of the sales contract, warranty, and applicable building code requirements In fact, the customer’s accusations of purported code violations were so extreme that this matter was immediately elevated to our entire leadership team Insight Homes disputes the customer’s accusations of code violations, but has attempted to work and coordinate with the customer to resolve any requests that fall within its contractual obligations (along with a number of requests falling outside of our contract and warranty obligations, purely as a customer service accommodation) The customer is now represented by legal counsel, and our legal department has made several good-faith attempts to resolve and coordinate a number of the customer’s demands In fact, as recently as last Tuesday (11/21/2017), our law department wrote to the customer’s legal counsel, seeking to coordinate and resolve a number of the client’s demands Rather than providing a response to our request to coordinate a resolution last week, the customer filed this complaint with the Revdex.com We still have yet to hear back from the customer’s counsel about coordinating times/dates to resolve a number of his demands Insight Homes wants all customers to be satisfied with their experience and has a great track record of doing so Despite our continued and good-faith efforts to address this customer’s demands, we do recognize that a very small percentage of customers will never be satisfied Nevertheless, we will continue to use our very best efforts to ensure that the house we delivered meets the customer’s expectations, provided that communication and cooperation resumes from the customer and/or the customer’s legal counsel As a last resort, and to the extent that this customer remains totally dissatisfied with his home, we are confident that we could assist the customer with finding another buyer to purchase the home If you require any additional information concerning this matter or require a more detailed response, please do not hesitate to contact usOtherwise, we will continue our attempts to communicate directly with the customer’s legal counselRegards

Insight Homes is one of the largest builders in the country The amount of complaints we have relative to the number of homes we build is very small and industry leading Unfortunately the information provided did not detail Mr***’s claims in any meaningful way We are currently aware of no “Warranty Issue” with Mr***s homeHowever, after the warranty period, we were made aware by Mr [redacted] that he believed there was a problem with his flooring Insight Homes had our flooring experts visit the home and determined that there is nothing warrantable with the floorInsight Homes takes pride in the vendors we use and in turn use well-respected brands such as Sherwin Williams flooring In an attempt to offer Mr [redacted] extraordinary customer service, Insight Homes worked with Sherwin Williams to satisfy his concerns As a result of our efforts, Sherwin Williams Representatives, despite having no obligation to do so, offered to correct the problem by repairing the floorThis, unfortunately, did not satisfy Mr [redacted] and he rejected the solutionTherefore, in an agreement with Sherwin Williams, a decision was made to perform a total replacement of the flooringIt was our understanding that a Sherwin Williams representative would be in direct contact with the customer to set up the work and handle the situation from there This did not occur due to a communication error which was not expected and we have since corrected Insight Homes will schedule the floor replacement at the customer's request if that is his desire Mr [redacted] has implied by this complaint that he has other concernsWhatever they are, we are not aware of them, but welcome Mr [redacted] to contact us directly so we can use standard processes to assess the concerns

This reply was originally submitted on August 26th however, there seemed to be a system error and it did not post REPLY - "Insight Homes has reviewed the attached images and cannot see any abnormalities Again, all measurements made in front of the customer illustrate the correctness of the concrete based on the National Association of Home Builders guidelines If the customer would like to set up a meeting with their Revdex.com accredited expert and our building scientist, we can arrange."

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I reached out to [redacted] on occasions in the last two months and he never respondedAlso, If there was no damage then why did you refer us to Sherman WilliamsMy last correspondence received was that Insight was resolving the issue jointly and would provide me with that solutionHard to lie when someone has copy of the emailsLie after lie, continuouslyThis was my last resort before filing suit and I guarantee you will lose Regards,

Insight Homes holds itself to meet or exceed the National Home Builders Association Home Building GuidelinesInsight Homes had their building scientist and concrete contractor meet with the customer on 8/11/at 10:30am to measure for and illustrate the NAHB guidelines Due to concern that portion of construction may have fallen below NAHB standards, Insight Homes' Vice President was also on the premises at that time to provide further verification that all guidelines were met or exceeded At that time the customer understood, agreed and the issue was closed out in our systems

Insight Homes' company records indicate the customer's roofing issues occurred during the historic and record breaking blizzard that impacted Sussex County Delaware on Saturday January 23rd While to a much lesser degree than other builders, some of our homes sustained wind damage. This
includes the home in question. Insight Homes' attempted to mobilize office and service teams to respond to these out of the ordinary weekend service calls, however a state of emergency was declared by Delaware Governor Markell which required all vehicles to remain parked. We were fortunate to have only a handful of service calls compared to other area builders, however our staff is not sized to instantly handle such a rare eventTo make sure all customers knew we were aware of the potential for damage, a generic email was sent to allIn the email customers were informed that we will be setting up appointments to have our experts visit their home and assess the storm damage. In the same email and in order to allow homeowners to minimize delays, we reminded homeowners of our warranty process and that acts of god are not covered and should be reported to their insurance company. Homes were scheduled for a visit based on the severity of the issueThis particular customer's home was put on the schedule prior to this Revdex.com complaint. We have since been notified that the roof situation has been resolved and no further action is necessary. Regarding the customer's concrete garage floor complaint...the floor has been assessed in person by our expertsIt has been determined that the concrete floor meets or exceeds all of the National Association of Home Builders GuidelinesWhat the customer is referring to as "cracks" are known as control joints and are defined in the National Association of Home Builders Guidelines as such: "Control joints are placed in concrete for the very purpose of encouraging cracking to take place at the joints instead of random places." Many builders do not spend the resources necessary to install control joints however we believe that in the Delaware climate of cold winters and hot summers it is an essential part of a quality installation. We will be very happy to have one of our building scientists meet with this customer and their expert, providing their expert is accredited by the Revdex.comWe have been in regular communication with the customer and will contact him again to encourage a meeting with their expert

Insight Homes does not have neighborhoods or houses where grinder pumps are used as a planned part of the home construction It is our understanding that grinder pumps are necessary when a home is at a lower elevation than the sewer line The neighborhood of Hawthorne was engineered for wastewater to flow via gravity as the houses' sewer line is the common/standard type where the sewer is lower than the house.The customer mentions this occurred within days of signing the agreement. We have no reason to refute this claim and the lot was taken off the market for at least those ten days and considerable resources were spent readying the lot and materials for the house type to be built as agreed upon in the signed contract In other words, Insight Homes did everything we agreed to in the signed contract and executed the contract requirements without haste

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.
Regards,

The Business called in and stated the complaint is resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI did thoroughly review the paperwork. That is how I found out about the grinder pump which was not a part of the signed paperwork. I canceled the agreement within days of signing of the agreement, therefore, the lot was only held for days (in February)! *** ***I am still seeking resolution and reimbursement for the $5,deposit made to Insight Homes. I did, in fact, sign all the paperwork to reserve the lot. However, there was no mention in the paperwork of a grinder pump to be installed on the lot and I was not verbally informed of any grinder pump on the lot. The paperwork was not signed by Insight Homes and I never received a completely signed copy. The agreement was broken because there was no mention of a grinder pump on my lot in the agreement. After receiving a "preliminary draft" of the HOA document the next day, it was stated in that document there would be a grinder pump installed on my lot. That was a surprise to me since it was not previously mentioned anywhere. I was told the salesman should not have sent me that document and that it belonged to a different development, even though Hawthorne was written on the top of the document. After much discussion going back and forth between myself and Insight Homes with no resolution, I canceled the agreement and requested my deposit be returned. This was within days of signing the agreement. I cancelled the agreement because we could not come to resolution regarding the grinder pump on the lot. The grinder pump was not disclosed in the paperwork and I did not want a grinder pump on my lot. I read through the agreement and there was no mention that deposits were not refundable. I feel that they are not a trustworthy company and they did not disclose the grinder pump and then tried to deny it. They have also been ignoring my requests for a deposit refund since February 2016. *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As of this letter we have not received definition of issues they will resolve No work has been proposed to date

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I need the porch fixed correctly so the large puddles do not roll the water back into the house the water should roll out to front of house not back into house any building engineer would know I am correct tell them to give me ten thousand dollars I can get it fixed correctly

Insight Homes prides itself on quickly responding to all customer inquires.   We are among the industry's top home builders when it comes to customer satisfaction.  While the industry states that 5% of customers will never be satisfied, we take that as a challenge and work diligently to...

maintain our customer satisfaction rating, which currently exceeds 98%.  We will review our records in regards to this customer and reply back shortly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I need the porch fixed correctly  so the two large puddles do not sit there for days on end this this not correct  building standards please address my warrenty issues  insight

Dear Revdex.com, As an accredited Revdex.com member, and as illustrated by our numerous customer testimonials, consumer choice awards, and industry awards, accolades, and recognitions, Insight Homes takes customer satisfaction very seriously.  We strive for customer satisfaction, and work...

thoroughly and promptly with our customers to resolve any and all of their concerns or perceived complaints. This particular customer’s claims included requests for items outside of the sales contract, warranty, and applicable building code requirements.  In fact, the customer’s accusations of purported code violations were so extreme that this matter was immediately elevated to our entire leadership team.  Insight Homes disputes the customer’s accusations of code violations, but has attempted to work and coordinate with the customer to resolve any requests that fall within its contractual obligations (along with a number of requests falling outside of our contract and warranty obligations, purely as a customer service accommodation).  The customer is now represented by legal counsel, and our legal department has made several good-faith attempts to resolve and coordinate a number of the customer’s demands.  In fact, as recently as last Tuesday (11/21/2017), our law department wrote to the customer’s legal counsel, seeking to coordinate and resolve a number of the client’s demands.  Rather than providing a response to our request to coordinate a resolution last week, the customer filed this complaint with the Revdex.com.  We still have yet to hear back from the customer’s counsel about coordinating times/dates to resolve a number of his demands.   Insight Homes wants all customers to be satisfied with their experience and has a great track record of doing so.  Despite our continued and good-faith efforts to address this customer’s demands, we do recognize that a very small percentage of customers will never be satisfied.  Nevertheless, we will continue to use our very best efforts to ensure that the house we delivered meets the customer’s expectations, provided that communication and cooperation resumes from the customer and/or the customer’s legal counsel.  As a last resort, and to the extent that this customer remains totally dissatisfied with his home, we are confident that we could assist the customer with finding another buyer to purchase the home.  If you require any additional information concerning this matter or require a more detailed response, please do not hesitate to contact us. Otherwise, we will continue our attempts to communicate directly with the customer’s legal counsel. Regards

could you let insight know problem resolved   two emails  its is under    [redacted]     [redacted]   tell them its ok  they are getting nervous   about mildew and porch  9[redacted]    ...

 ID [redacted]   hi they said they will resolve  2 issues  on this Tuesday could you let them  know so they come to my house

Insight Homes takes all customer inquiries very seriously and in turn respond very quickly when an accusation is made.  Our records indicate that the customer signed all paperwork associated with a new home purchase, it was processed accordingly and the lot was taken off the market in order to reserve the lot for the customer, per the signed contract.  The customer was given every opportunity to review the documents before electing to initial and sign the 9-page construction agreement contract.Insight Homes takes the signing of agreements/contracts by both parties very seriously and as legally binding.  The customer chose to break the agreement.  If the customer would like to apply their deposit towards another home purchase, Insight management has agreed to do so.

Insight Homes holds itself to meet or exceed the National Home Builders Association Home Building Guidelines. Insight Homes had their building scientist and concrete contractor meet with the customer on 8/11/14 at 10:30am to measure for and illustrate the NAHB guidelines.  Due to concern...

that portion of construction may have fallen below NAHB standards, Insight Homes' Vice President was also on the premises at that time to provide further verification that all guidelines were met or exceeded.  At that time the customer understood, agreed and the issue was closed out in our systems.