This is in response to Mr***’s complaint that M/I Homes, Charlotte LLC, retained his deposit and denied his loan which is not the case. Mr*** contracted to purchase a home in the Brookvue community on December 21, 2015. He subsequently applied for financing with
M/I Financial on December 23, and came to meet with M/I Financial in person on January 5, prior to leaving the country. HIs financing contingency period was extended as a courtesy until February 22, due to his extended time aboard and to allow Mr*** to gather and submit required documents to M/I FinancialOn February 17, M/I Financial notified Mr*** that he had received a conditional approval subject to conditions. In the correspondence from M/I Financial, it was clearly explained that if Mr*** could not satisfy the conditions outlined in the approval, he had the right to cancel the agreement prior to the financing contingency expiring on February 22, as specified in his purchase agreement Mr*** was sent a certified letter on March 9, indicating he had until March 14, to contact M/I Financial or provide a loan commitment from his lender of choice or his deposit would be forfeited as liquidated damages which is clearly specified in his purchase agreement. After repeated attempts to contact Mr***, his contract was subsequently cancelled and his deposit retained as liquidated damages. In addition, I have had several conversations with Mr*** explaining the circumstances which led to his cancellation. Furthermore, we have offered to apply his deposit to a future M/I Homes purchase if made within months from his cancellation dateRespectfully, Alan B*** ** *** *** ***
Revdex.com:
Director of Quality Assurance Matt E*** from Indy office visited my home to discuss this issue with meHe has promised to fix this
issue within few weeks.Is it possible to keep this complaint open until it is really resolved? Thank you for all your help!
Regards,
***
MI Homes onsite New Home Consultant (NHC)was available to the customer at all times during this process even scheduling time with him outside of business hours. The decision to refund earnest money is handled at the management level so an NHC would not be able to approve or
deny a request for refund regardless of the circumstances of any buyer. It is our policy to refund earnest money if a buyer does not qualify for a loan and the standard time for refund is stated in the cancellation agreement to be days. This customer's cancellation has been processed and once we receive it back signed by the customer we will begin to process his earnest money refund. Thanks
Homeowner called MI Homes about tile floors in 2013. M/I sent the installer to inspect and found no issues with the install. The interior trim base board is installed and painted before the under lament and tile floor are installed. Following, a PC of 3/round is installed
to cover gaps. The combination of those finish products will overlap the base board by 1". This is standard installation on all rooms that are not carpeted. Thanks
MrG***’s representation of the grading being two separate
issues is totally inaccurate. In both
instances where MI Homes re-graded/re-sodded the ditch the work was done from
the end of my culvert to the beginning of the culvert on the neighbor’s
lot. The entire 50’-60’ has always been
an issue and this is the first time it has ever been referred to as “two
different issues”. This is not a “new
area” as MrG*** claims; it is exactly the same area that has been ‘fixed’
on the two previous occasions. In
addition there is still standing water down the entire 50-60’ ditch line so the
drainage has never been properly corrected anywhere on the ditch line. I’m not even sure what he is talking about on
the second repair attempt concerning the “drain box” since the only box is located approximately
200’ from my culvert, not on my property, and separated by another
driveway. To my knowledge nothing has
ever been done to this box since my neighbor continues to have his own water
retention issues. The solution that was
tried on the second attempt was the same as the first; a complete
re-grade/re-sod of the entire ditch line, work that the MI Homes Professional
Landscape Contractor told me would not work ahead of time
When I contacted MI Homes in 2016, for the same issue that
had been worked on twice before, is when I received the letter from MrG***
claiming my issue was due to a separated culvert. I had four contractors look at the issue and
all agreed that the issue was lack of slope, not the culvert. In addition, when I had the driveway dug up
and the culvert replaced it was verified that water was not flowing under the
second half of the culver and was in fact exiting the pipe on top of the sod as
intended. It was also discovered that a
damaged culver had been installed initially which lead to the water eroding some of the ground between the pipes.
MrG*** is correct that MI Homes took responsibility for
the issue initially and have tried to address the problem twice. It is only now, after two previous attempts
did not work that MrG*** is trying to deflect or reframe the issue so MI
Homes is not responsible. Any assertion
that this is a separate issue, or that any of the drainage is “performing as
designed to this day” is simply false
I have included pictures of the ditch and culvert discussed
in this complaint. The area is never
dry, even after several weeks of no rain and high temperatures the ground still
cannot be walked upon due to standing water
Unfortunately, the warranty on plumbing in this home expired on 8/15/16, however, M/I is coordinating the repairs for the collateral damage as a courtesy to the homeowner
Division personnel met with the homeowner last night, May 24, to review each concern. We will be addressing each item for the homeowner accordingly. Thanks
Funds finally received on Saturday, July It took filing a complaint with the Revdex.com to get MI Homes to respond Thank you Revdex.com for mediating a resolution
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me.Joe *** has always been extremely professional, he was able to send someone out to verify the crack on the new driveway and informed us that it looks at this time. However if it gets above the 1/inch size within a year of installation to let them know. Thanks Joe/Jerry for all your help!
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:The response is only in regards to the incentive offered, not the promotion The incentive was definitely not communicated in writing or in words to be contingent on the use of MIF, other than for the 4k closing cost incentive, which is offered nearly all the time anyways.The Lottery decision that was supposedly made at the Open House event "minutes before the announcement" but was actually made a week before and communicated to realtors and some others well ahead of time.As for the Home for the Holidays promotion for Stainless appliances (upgrade inclfridge on regency), could you please respond to this since it was not only denied for Riviera, but all the new models, in all locations, and was quickly pulled (likely from unhappy misleaded customers) The promotion was prominently displayed not only online but worse yet, on the actual Riviera display at the Riviera model location I went back a week later and they were still there
Regards,
Lance K***
The MI division representative stated there was damage to the garage panel during install. The damaged piece is on back order from the manufacturer. Homeowner was notified accordingly. Once piece received, it will be installed and the work will be completed. Thanks
We are rejecting this response because: We are still waiting for items to be resolved. Received email from Joe L*** on October 11th agreeing to come by on October 18th to fix squeaking on stairs, remove carpet to properly paint stringers, stretch/replace carpet to cover large gaps on tread and stop by to troubleshoot the harmful septic sewer smell emitted from upstairs hall bathroom. We are also waiting for Joe H*** to provide us with a date in which they will resolve the other issues. He is to provide us an update on October 16th.We are also concerned that it will be the third time that M/I has been here to resolve the stair and bathroom issuesThe stair guys mentioned that it was very difficult to fix them since they had not been built properly. These are issues that we informed M/I a few weeks after we purchased the home in late and have been literally fighting for someone to just come out to fix them. Now that they have come out and the work done has not resolved them, will something more invasive other than just putting screws on between the tread and stringers need to be done? We need for the root cause to be addressed on the stairs and all other issues so that or months from now we don't run into the same thing. We have been told by M/I that humiditytemperature play a role in the noises from the wood throughout the home yet this is not an issue that we've experience on much older homes or when we have toured model homes in the neighborhood which see very heavy traffic. We are not asking for anything other than the issues that our home has since it was built to be resolved correctly. Thank you
As of 2/22: Contacted homeowner 2/7/I was supposed to meet him Thursday 2/at 4:00PMI had another appointment at 5:00pmHe contacted me a few minutes after and said he was running minutes to an hour late depending on trafficHe told me the general area of the leak and I told him there
was very little chance that it would be warrantableHe wanted to meet the next day but we had an awards luncheon and I had the rest of the day besides that bookedI tried to get the roofer out there Thursday 2/but they were resistant to go out without being able to get in the house and see the leakHomeowner contacted me Monday morning during the rain and sent me a video of the leakI told him that it still very likely is not warrantable but I would like to get a roofer out there as soon as he can meet me at homeHe said that the next date he could meet was Friday AM 2/ Reason for Revdex.com complaint as I understand it: Homeowner said he has had roof leaks (including this one) in the years he's owned the homeI reviewed his previous warranty tickets and there were tickets and each included roof leakI did not see any evidence of the thirdThese tickets were both within the first year of owning the houseSo I don't see any paperwork that says there were any leaks since his year warranty was up but he referenced a few times "a roof leak a year" but that could be him averaging the leas he says have been repairedWhen I reminded him to be aware that when I have the roofer over at his home that does not mean he will be fixing it because I am not permitted to spend money on repairs that are not warrantable he got upset with that informationHe said he had had to deal with M/I Homes being difficult about repairs in the pastHe later contacted me that he'd contacted the Revdex.com and that he would retract the complaint if this was taken care of to his satisfactionHe added that just fixing the present leak would not be enough to achieve this and that he would need an inspection of the roof in its entirety to make sure he doesn't have any leaks in the futureI'm not sure what exactly he would want as a report from an inspection Update as of 3/1: Met with homeowner and roofer Friday 2/at 11:Roofer observed that the pitch at the valley where the garage roof meets the entry way was not steep enough so during very heavy rains water could go uphill when hitting the siding and make its way under the shingles and into the roof and There also might be a small leak at one of the roof jacks at a ventRoofer concluded that he would need to build a cricket in the valley to increase the pitch in the valley and he would reseal at the roof jack while he was thereAfter discussing with my supervisor it was concluded that this was a workmanship problem so M/I would take responsibility and fix thisI informed the homeowner of this and he seemed satisfied with our solution to the issue Roofer was scheduled for today (3/1) but with the chance of rain he decided that it would be better to put this off until tomorrow (3/2), since the work needed to be done was in a valley and water tends to collect in valleysThis is a one day job so the roof issues should be fixed tomorrowI will try to schedule sheetrock today for a later date now that I have a fairly reliable date for when the work should be done
MI Homes met with the homeowner on 11/20/and determined the flashing outside and above the window in question was raised up, which would not be a result of original installation, more likely from wind and rain from the natural disaster that occurred in Houston on or around 8/26/17.
Additionally, the roofer to come inspect on 11/28/to provide a second opinion
M/I Homes has addressed each and every item on the list with the homeowner's representative and had contractors on site to repair all warranted items along with some courtesy items on 10/9-10/10/
This is in response to Mr***’s complaint that M/I Homes, Charlotte LLC, retained his deposit and denied his loan which is not the case. Mr*** contracted to purchase a home in the Brookvue community on December 21, 2015. He subsequently applied for financing with
M/I Financial on December 23, and came to meet with M/I Financial in person on January 5, prior to leaving the country. HIs financing contingency period was extended as a courtesy until February 22, due to his extended time aboard and to allow Mr*** to gather and submit required documents to M/I FinancialOn February 17, M/I Financial notified Mr*** that he had received a conditional approval subject to conditions. In the correspondence from M/I Financial, it was clearly explained that if Mr*** could not satisfy the conditions outlined in the approval, he had the right to cancel the agreement prior to the financing contingency expiring on February 22, as specified in his purchase agreement Mr*** was sent a certified letter on March 9, indicating he had until March 14, to contact M/I Financial or provide a loan commitment from his lender of choice or his deposit would be forfeited as liquidated damages which is clearly specified in his purchase agreement. After repeated attempts to contact Mr***, his contract was subsequently cancelled and his deposit retained as liquidated damages. In addition, I have had several conversations with Mr*** explaining the circumstances which led to his cancellation. Furthermore, we have offered to apply his deposit to a future M/I Homes purchase if made within months from his cancellation dateRespectfully, Alan B*** ** *** *** ***
Revdex.com:
Director of Quality Assurance Matt E*** from Indy office visited my home to discuss this issue with meHe has promised to fix this
issue within few weeks.Is it possible to keep this complaint open until it is really resolved? Thank you for all your help!
Regards,
***
MI Homes onsite New Home Consultant (NHC)was available to the customer at all times during this process even scheduling time with him outside of business hours. The decision to refund earnest money is handled at the management level so an NHC would not be able to approve or
deny a request for refund regardless of the circumstances of any buyer. It is our policy to refund earnest money if a buyer does not qualify for a loan and the standard time for refund is stated in the cancellation agreement to be days. This customer's cancellation has been processed and once we receive it back signed by the customer we will begin to process his earnest money refund. Thanks
Homeowner called MI Homes about tile floors in 2013. M/I sent the installer to inspect and found no issues with the install. The interior trim base board is installed and painted before the under lament and tile floor are installed. Following, a PC of 3/round is installed
to cover gaps. The combination of those finish products will overlap the base board by 1". This is standard installation on all rooms that are not carpeted. Thanks
MrG***’s representation of the grading being two separate
issues is totally inaccurate. In both
instances where MI Homes re-graded/re-sodded the ditch the work was done from
the end of my culvert to the beginning of the culvert on the neighbor’s
lot. The entire 50’-60’ has always been
an issue and this is the first time it has ever been referred to as “two
different issues”. This is not a “new
area” as MrG*** claims; it is exactly the same area that has been ‘fixed’
on the two previous occasions. In
addition there is still standing water down the entire 50-60’ ditch line so the
drainage has never been properly corrected anywhere on the ditch line. I’m not even sure what he is talking about on
the second repair attempt concerning the “drain box” since the only box is located approximately
200’ from my culvert, not on my property, and separated by another
driveway. To my knowledge nothing has
ever been done to this box since my neighbor continues to have his own water
retention issues. The solution that was
tried on the second attempt was the same as the first; a complete
re-grade/re-sod of the entire ditch line, work that the MI Homes Professional
Landscape Contractor told me would not work ahead of time
When I contacted MI Homes in 2016, for the same issue that
had been worked on twice before, is when I received the letter from MrG***
claiming my issue was due to a separated culvert. I had four contractors look at the issue and
all agreed that the issue was lack of slope, not the culvert. In addition, when I had the driveway dug up
and the culvert replaced it was verified that water was not flowing under the
second half of the culver and was in fact exiting the pipe on top of the sod as
intended. It was also discovered that a
damaged culver had been installed initially which lead to the water eroding some of the ground between the pipes.
MrG*** is correct that MI Homes took responsibility for
the issue initially and have tried to address the problem twice. It is only now, after two previous attempts
did not work that MrG*** is trying to deflect or reframe the issue so MI
Homes is not responsible. Any assertion
that this is a separate issue, or that any of the drainage is “performing as
designed to this day” is simply false
I have included pictures of the ditch and culvert discussed
in this complaint. The area is never
dry, even after several weeks of no rain and high temperatures the ground still
cannot be walked upon due to standing water
Unfortunately, the warranty on plumbing in this home expired on 8/15/16, however, M/I is coordinating the repairs for the collateral damage as a courtesy to the homeowner
Division personnel met with the homeowner last night, May 24, to review each concern. We will be addressing each item for the homeowner accordingly. Thanks
MI Homes contacted the homeowner and agreed to reimburse the cost of repair to the car
We have a meeting set for Tuesday 8/with Mr *** to discuss David G*** Vice President of Operations
Funds finally received on Saturday, July It took filing a complaint with the Revdex.com to get MI Homes to respond Thank you Revdex.com for mediating a resolution
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me.Joe *** has always been extremely professional, he was able to send someone out to verify the crack on the new driveway and informed us that it looks at this time. However if it gets above the 1/inch size within a year of installation to let them know. Thanks Joe/Jerry for all your help!
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:The response is only in regards to the incentive offered, not the promotion The incentive was definitely not communicated in writing or in words to be contingent on the use of MIF, other than for the 4k closing cost incentive, which is offered nearly all the time anyways.The Lottery decision that was supposedly made at the Open House event "minutes before the announcement" but was actually made a week before and communicated to realtors and some others well ahead of time.As for the Home for the Holidays promotion for Stainless appliances (upgrade inclfridge on regency), could you please respond to this since it was not only denied for Riviera, but all the new models, in all locations, and was quickly pulled (likely from unhappy misleaded customers) The promotion was prominently displayed not only online but worse yet, on the actual Riviera display at the Riviera model location I went back a week later and they were still there
Regards,
Lance K***
The MI division representative stated there was damage to the garage panel during install. The damaged piece is on back order from the manufacturer. Homeowner was notified accordingly. Once piece received, it will be installed and the work will be completed. Thanks
I reviewed the response made by the business in reference to complaint ID 1***, and find the resolution is satisfactory to me
Regards,
Alex I***
MI Homes of Raleigh personnel will be reaching out to homeowner to schedule a time to inspect the "heater". Thanks
We are rejecting this response because: We are still waiting for items to be resolved. Received email from Joe L*** on October 11th agreeing to come by on October 18th to fix squeaking on stairs, remove carpet to properly paint stringers, stretch/replace carpet to cover large gaps on tread and stop by to troubleshoot the harmful septic sewer smell emitted from upstairs hall bathroom. We are also waiting for Joe H*** to provide us with a date in which they will resolve the other issues. He is to provide us an update on October 16th.We are also concerned that it will be the third time that M/I has been here to resolve the stair and bathroom issuesThe stair guys mentioned that it was very difficult to fix them since they had not been built properly. These are issues that we informed M/I a few weeks after we purchased the home in late and have been literally fighting for someone to just come out to fix them. Now that they have come out and the work done has not resolved them, will something more invasive other than just putting screws on between the tread and stringers need to be done? We need for the root cause to be addressed on the stairs and all other issues so that or months from now we don't run into the same thing. We have been told by M/I that humiditytemperature play a role in the noises from the wood throughout the home yet this is not an issue that we've experience on much older homes or when we have toured model homes in the neighborhood which see very heavy traffic. We are not asking for anything other than the issues that our home has since it was built to be resolved correctly. Thank you
As of 2/22: Contacted homeowner 2/7/I was supposed to meet him Thursday 2/at 4:00PMI had another appointment at 5:00pmHe contacted me a few minutes after and said he was running minutes to an hour late depending on trafficHe told me the general area of the leak and I told him there
was very little chance that it would be warrantableHe wanted to meet the next day but we had an awards luncheon and I had the rest of the day besides that bookedI tried to get the roofer out there Thursday 2/but they were resistant to go out without being able to get in the house and see the leakHomeowner contacted me Monday morning during the rain and sent me a video of the leakI told him that it still very likely is not warrantable but I would like to get a roofer out there as soon as he can meet me at homeHe said that the next date he could meet was Friday AM 2/ Reason for Revdex.com complaint as I understand it: Homeowner said he has had roof leaks (including this one) in the years he's owned the homeI reviewed his previous warranty tickets and there were tickets and each included roof leakI did not see any evidence of the thirdThese tickets were both within the first year of owning the houseSo I don't see any paperwork that says there were any leaks since his year warranty was up but he referenced a few times "a roof leak a year" but that could be him averaging the leas he says have been repairedWhen I reminded him to be aware that when I have the roofer over at his home that does not mean he will be fixing it because I am not permitted to spend money on repairs that are not warrantable he got upset with that informationHe said he had had to deal with M/I Homes being difficult about repairs in the pastHe later contacted me that he'd contacted the Revdex.com and that he would retract the complaint if this was taken care of to his satisfactionHe added that just fixing the present leak would not be enough to achieve this and that he would need an inspection of the roof in its entirety to make sure he doesn't have any leaks in the futureI'm not sure what exactly he would want as a report from an inspection Update as of 3/1: Met with homeowner and roofer Friday 2/at 11:Roofer observed that the pitch at the valley where the garage roof meets the entry way was not steep enough so during very heavy rains water could go uphill when hitting the siding and make its way under the shingles and into the roof and There also might be a small leak at one of the roof jacks at a ventRoofer concluded that he would need to build a cricket in the valley to increase the pitch in the valley and he would reseal at the roof jack while he was thereAfter discussing with my supervisor it was concluded that this was a workmanship problem so M/I would take responsibility and fix thisI informed the homeowner of this and he seemed satisfied with our solution to the issue Roofer was scheduled for today (3/1) but with the chance of rain he decided that it would be better to put this off until tomorrow (3/2), since the work needed to be done was in a valley and water tends to collect in valleysThis is a one day job so the roof issues should be fixed tomorrowI will try to schedule sheetrock today for a later date now that I have a fairly reliable date for when the work should be done
MI Homes and its vendors are working directly with the homeowner to inspect the complaint. Thanks
MI Homes met with the homeowner on 11/20/and determined the flashing outside and above the window in question was raised up, which would not be a result of original installation, more likely from wind and rain from the natural disaster that occurred in Houston on or around 8/26/17.
Additionally, the roofer to come inspect on 11/28/to provide a second opinion
M/I Homes has addressed each and every item on the list with the homeowner's representative and had contractors on site to repair all warranted items along with some courtesy items on 10/9-10/10/