Brookfield Residential Properties

Thank you for bringing this issue to our attentionThe experience described is not at all what we deliver to our customersWe pride ourselves on having excellent customer service, and we have taken the time to look into this matterHere is a timeline of the events-- December Our normal customer service procedure is for all communication to go through our Customer Service DepartmentAfter further research, it’s our understanding that the customer went directly through the plumbing vendor without notifying us about the potential plumbing issueOur department was first notified of a plumbing stoppage on December 17, Victory Plumbing was dispatched and the stoppage was clearedThe homeowner emailed our Customer Service Manager again later that month, and Victory Plumbing was dispatchedVictory determined the cause of the stoppages were caused by the homeowner’s toilet paper misusageAll toilet problems were fixed that day, and Victory confirmed all were functioning properly and resetFebruary The homeowner made several calls directly to Victory Plumbing between December and February On 2/24/Victory Plumbing made another service call to clear a blockage again from two of the toilets, where they retrieved kitty litter from the sewer linesOur Project Manager handled the 2/24/call personally to ensure Victory Plumbing investigated all possible causes of the stoppages, including defective toiletsCameras were once again run through the sewer lines to the grinder tank and confirmed no bellies, back fall or other issues that would be causing the stoppages Conclusion In conclusion, stoppages were cleared each time we were contacted and dispatched Victory PlumbingThe homeowner was notified both by our company and Victory Plumbing that stoppages caused by sewer misuse, such as excessive use of paper or putting things not intended to be disposed of through the home’s sewer system, were not warranted callsPayment The homeowner has not paid, nor has Victory Plumbing attempted to bill them with the exception of the first non-warrantable call in December of To date, the total of the non-billed service calls is estimated to be around $1,to $1,The homeowner requested a cash settlement of $1,to replace all four environmentally friendly low-flow toilets, which are standard toilets in all of the homes we buildBased on the balance of the cost of service calls, and the original settlement request, we offered to give the homeowner $toward the cost to replace the toiletsWe felt this was an agreeable amount based on several factors: - The balance of the unbilled non-warrantable service calls was approximately $1,- The toilets were deemed functioning correctly, and there were no other plumbing issues that could be found, besides the homeowner’s misuseResolving the Problem In a good faith effort to help the homeowner replace the functioning low-flow toilets with high consumption water usage toilets to accommodate their sewer usage, we agreed to pay for half of the new cost requested of $1,We drafted a release/acknowledgement letter stating that we paid $to replace the toilets, and nothing in the letter mentioned the plumbing misuse-- Please do not hesitate to contact us if we can help answer any additional questions or concernsWe take pride in providing excellent customer service and aim to be collaborative and transparent with our homebuyers every step of the way Sincerely, [redacted] Director of Operations Brookfield Residential (formerly Grand Haven Homes)

Complaint: ***
I am rejecting this response because:This is simply not trueWe only contacted the plumber when we were told to do soWe would not accept their offer because it stated we put cat litter in the toilets and was a trick to void our home warranty on the plumbingThey have made us wait unreasonable long times to respond to complaintsSometimes as long as five months or moreThey are lying to you
Regards,
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Thank you for bringing this issue to our attention. The experience described is not at all what we deliver to our customers. We pride ourselves on having excellent customer service, and we have taken the time to look into this matter. Here is a timeline of the events. -- December 2015 Our normal...

customer service procedure is for all communication to go through our Customer Service Department. After further research, it’s our understanding that the customer went directly through the plumbing vendor without notifying us about the potential plumbing issue. Our department was first notified of a plumbing stoppage on December 17, 2015. Victory Plumbing was dispatched and the stoppage was cleared. The homeowner emailed our Customer Service Manager again later that month, and Victory Plumbing was dispatched. Victory determined the cause of the stoppages were caused by the homeowner’s toilet paper misusage. All toilet problems were fixed that day, and Victory confirmed all were functioning properly and reset. February 2017 The homeowner made several calls directly to Victory Plumbing between December 2015 and February 2017. On 2/24/17 Victory Plumbing made another service call to clear a blockage again from two of the toilets, where they retrieved kitty litter from the sewer lines. Our Project Manager handled the 2/24/17 call personally to ensure Victory Plumbing investigated all possible causes of the stoppages, including defective toilets. Cameras were once again run through the sewer lines to the grinder tank and confirmed no bellies, back fall or other issues that would be causing the stoppages.  Conclusion In conclusion, stoppages were cleared each time we were contacted and dispatched Victory Plumbing. The homeowner was notified both by our company and Victory Plumbing that stoppages caused by sewer misuse, such as excessive use of paper or putting things not intended to be disposed of through the home’s sewer system, were not warranted calls. Payment The homeowner has not paid, nor has Victory Plumbing attempted to bill them with the exception of the first non-warrantable call in December of 2015. To date, the total of the non-billed service calls is estimated to be around $1,200 to $1,500. The homeowner requested a cash settlement of $1,700 to replace all four environmentally friendly low-flow toilets, which are standard toilets in all of the homes we build. Based on the balance of the cost of service calls, and the original settlement request, we offered to give the homeowner $500 toward the cost to replace the toilets. We felt this was an agreeable amount based on several factors: -          The balance of the unbilled non-warrantable service calls was approximately $1,200. -          The toilets were deemed functioning correctly, and there were no other plumbing issues that could be found, besides the homeowner’s misuse. Resolving the Problem In a good faith effort to help the homeowner replace the functioning low-flow toilets with high consumption water usage toilets to accommodate their sewer usage, we agreed to pay for half of the new cost requested of $1,000. We drafted a release/acknowledgement letter stating that we paid $500 to replace the toilets, and nothing in the letter mentioned the plumbing misuse. -- Please do not hesitate to contact us if we can help answer any additional questions or concerns. We take pride in providing excellent customer service and aim to be collaborative and transparent with our homebuyers every step of the way.  Sincerely, [redacted] Director of Operations Brookfield Residential (formerly Grand Haven Homes)