Brookfield Residential

Dear [redacted] , On Oct 4th, the Customer Care Rep for [redacted] received a call from the homeowner at [redacted] The homeowners noticed water coming through the ceilingThe CC Rep notified the plumber and he was at the home within minAfter investigating the problem they found a tub spout that was cut short and leaking into the wall and into the basementTO make matters worse the water found a vent duct which help carried it to other areas in the basementBy pm that day we had a restoration company on site to set up fans and de-humidifiers to start drying things outThe drying process took some time, approxdaysI spoke to both homeowners, once on the 4th and also on the 5thI offered to put them up in a hotel, one that took pets or a kennel, pay for meals and also pay for the extra storage of the personal belongings stored in a POD outside their home from their initial move inThe homeowners declined that offerWe were able to start the repair process after Monday Oct 9th when we were given the go ahead from the remediation company that everything was all dryWhen something like this occurs we usually use the restoration company to complete all the repairs but because of their schedule the repairs may have lasted up to two weeks so we elected to use some of our own subcontractors to complete repairs to help speed up the repair timeAs of EOD 10/all repairs were completed with the exception of the carpet being stretched with new pad installed and three pieces of insulation in the rim joist that need to be placed back in the unfished area of the basement The flooring company that is under contract with us is shorthanded and they squeezed this repair in to their schedule for the 19thThe insulation will be re-installed on the 19th as well.It is not the policy of [redacted] to make concessions because of an installation errorWe stand behind our homes and we worked as diligently as we couldIt was impossible to speed this repair up anymore because we had to wait for things to dry things out before we put them back togetherHad we gone any faster we could have created worse problems down the roadThank you for your time [redacted]

Complaint: [redacted] I am rejecting this response because:? I feel this response was not appropriate and this does not resolve any issues we hadWe want to be compensated, especially knowing other home owners in the area have received plenty of compensation when they purchased their home- including appliances, fence and landscapingWe paid cash for our home, and expect to be treated as such.I requested from [redacted] to have my landscaping completed and our complaint would have went awayThey denied us and told us they do not give anything away to make up for mistakes.? Sincerely, [redacted] ***

Dear *** ***, On Oct 4th, the Customer Care Rep for *** *** received a call from the homeowner at *** *** *** ** ** ***The homeowners noticed water coming through the ceilingThe CC Rep notified the plumber and he was at the home within minAfter
investigating the problem they found a tub spout that was cut short and leaking into the wall and into the basementTO make matters worse the water found a vent duct which help carried it to other areas in the basementBy pm that day we had a restoration company on site to set up fans and de-humidifiers to start drying things outThe drying process took some time, approxdaysI spoke to both homeowners, once on the 4th and also on the 5thI offered to put them up in a hotel, one that took pets or a kennel, pay for meals and also pay for the extra storage of the personal belongings stored in a POD outside their home from their initial move inThe homeowners declined that offerWe were able to start the repair process after Monday Oct 9th when we were given the go ahead from the remediation company that everything was all dryWhen something like this occurs we usually use the restoration company to complete all the repairs but because of their schedule the repairs may have lasted up to two weeks so we elected to use some of our own subcontractors to complete repairs to help speed up the repair timeAs of EOD 10/all repairs were completed with the exception of the carpet being stretched with new pad installed and three pieces of insulation in the rim joist that need to be placed back in the unfished area of the basement The flooring company that is under contract with us is shorthanded and they squeezed this repair in to their schedule for the 19thThe insulation will be re-installed on the 19th as well.It is not the policy of *** to make concessions because of an installation errorWe stand behind our homes and we worked as diligently as we couldIt was impossible to speed this repair up anymore because we had to wait for things to dry things out before we put them back togetherHad we gone any faster we could have created worse problems down the road. Thank you for your time. *** ***

*** *** *** * *** *** represents Brookfield Residential (“Brookfield”) in connection with the matters addressed in the customer complaint by *** *** attached to your November 23, letter (which is attached hereto). Mr***’s allegations are unclear and they
do not appear to have a firm foundation in Colorado law. Nevertheless, in response to Mr***’s complaint, Brookfield states that, at all relevant times, it complied with all applicable laws and regulations. Brookfield is proud to be a part of the *** community. Throughout the years, Brookfield has strategically invested in infrastructure and other key community investments to help shape and improve the *** neighborhood. Even in the toughest economic times, Brookfield stood by the community. As Mr*** should know, Brookfield representatives no longer serve as board members of the special districts associated with the *** community. We would therefore encourage Mr***, or any other *** community member, to contact their elected special district board members to discuss any concerns about district finances. If there is anything more that Brookfield can do to address this matter, please let us know. Best regards, Jason S*** Senior Counsel

Complaint: ***
I am rejecting this response because:? I feel this response was not appropriate and this does not resolve any issues we hadWe want to be compensated, especially knowing other home owners in the area have received plenty of compensation when they purchased their home- including appliances, fence and landscapingWe paid cash for our home, and expect to be treated as such.I requested from *** to have my landscaping completed and our complaint would have went awayThey denied us and told us they do not give anything away to make up for mistakes.?
Sincerely,
*** *** ***

[redacted] represents Brookfield Residential (“Brookfield”) in connection with the matters addressed in the customer complaint by [redacted] attached to your November 23, 2017 letter (which is attached hereto). Mr. [redacted]’s allegations are unclear and they...

do not appear to have a firm foundation in Colorado law.  Nevertheless, in response to Mr. [redacted]’s complaint, Brookfield states that, at all relevant times, it complied with all applicable laws and regulations. Brookfield is proud to be a part of the [redacted] community.  Throughout the years, Brookfield has strategically invested in infrastructure and other key community investments to help shape and improve the [redacted] neighborhood.  Even in the toughest economic times, Brookfield stood by the community.  As Mr. [redacted] should know, Brookfield representatives no longer serve as board members of the special districts associated with the [redacted] community.  We would therefore encourage Mr. [redacted], or any other [redacted] community member, to contact their elected special district board members to discuss any concerns about district finances. If there is anything more that Brookfield can do to address this matter, please let us know.   Best regards,  Jason S[redacted] Senior Counsel

Complaint: [redacted]
I am rejecting this response because: I feel this response was not appropriate and this does not resolve any issues we had. We want to be compensated, especially knowing other home owners in the area have received plenty of compensation when they purchased their home- including appliances, fence and landscaping. We paid cash for our home, and expect to be treated as such.I requested from [redacted] to have my landscaping completed and our complaint would have went away. They denied us and told us they do not give anything away to make up for mistakes. 
Sincerely,
[redacted]

Dear [redacted], On Oct 4th, 2017 the Customer Care Rep for [redacted] received a call from the homeowner at [redacted]. The homeowners noticed water coming through the ceiling. The CC Rep notified the plumber and he was at the home within 30 min. After...

investigating the problem they found a tub spout that was cut short and leaking into the wall and into the basement. TO make matters worse the water found a vent duct which help carried it to other areas in the basement. By 4 pm that day we had a restoration company on site to set up fans and de-humidifiers to start drying things out. The drying process took some time, approx. 6 days. I spoke to both homeowners, once on the 4th and  also on the 5th. I offered to put them up in a hotel, one that took pets or a kennel, pay for meals and also pay for the extra storage of the personal belongings stored in a POD outside their home from their initial move in. The homeowners declined that offer. We were able to start the repair process after Monday Oct 9th when we were given the go ahead from the remediation company that everything was all dry. When something like this occurs we usually use the restoration company to complete all the repairs but because of their schedule the repairs may have lasted up to two weeks so we elected to use some of our own subcontractors to complete repairs to help speed up the repair time. As of EOD 10/16 all repairs were completed with the exception of the carpet being stretched with new pad installed and three pieces of insulation in the rim joist that need to be placed back in the unfished area of the basement.  The flooring company that is under contract with us is shorthanded and they squeezed this repair in to their schedule for the 19th. The insulation will be re-installed on the 19th as well.It is not the policy of [redacted] to make concessions because of an installation error. We stand behind our homes and we worked as diligently as we could. It was impossible to speed this repair up anymore because we had to wait for things to dry things out before we put them back together. Had we gone any faster we  could have created worse problems down the road. Thank you for your time. [redacted]