Capstone Homes, LLC.

It is unfortunate that you had an issue with the HVAC systemCapstone Homes has a two year mechanical warranty and we stand by that warranty.I attached the warranty information for RheemThey offer a conditional warranty and a limited warrantyThe conditional warranty must be registered for within days of installation and is NOT transferrableSubsequent owners do have the balance of the original base Limited Parts warrantyRheem did stand by the warranty and replaced the partsYou are correct the conditional warranty is not something that was ever signed up for by CapstoneI am not sure if the client we built the house for signed up for the warranty but in either case the conditional manufacturer warranty does not transferWe are sorry to hear that you had an issue with the HVAC but glad that you had a limited warranty through Rheem to help address the issue for you

BBB, We have contacted the customer and our service tech [redacted] and production manager [redacted] reviewed the concern. I spoke to the customer and apologized for the poor communication. She now has our direct line to the service tech and he will make sure to address her concerns. ***... and [redacted] have scheduled the repair and with our porch contractor to address the concern. It should be a very quick and simple fix. Thanks, [redacted]

I sent this email to the customer today:Mr [redacted] -Attached is a photo taken yesterday of the crack on your front porch.Also attached is a copy of the warranty book that was supplied to you at the time ofcontract As you know, it is the Capstone limited warranty thatguides what who does what after settlement on the home.Page of this document indicates that a cosmetic crack needs to be greater than ¼” to be awarrantable item This crack on your porchis clearly within tolerances, and it is therefore not covered by the warranty.There is no action required on the above from Capstone Homes, and none will be taken It is my understanding that our concretecontractor informed you of this when he was on sightThe top coat of the driveway is absolutely our responsibility, and we apologize for thedelay We have had a breakdown in communicationwith our paving contractor As ofyesterday, that was resolved We willperform this work in a timely fashionI will be supplying this email and the attached information to the Revdex.comin response to your complaint I amsorry that we have not been as attentive to your needs as you require Enjoy your new home

Revdex.com, We have tried to reach out to the customer but have not received a responseOur service group recently has been in touch with the a real estate who has listed and re-sold the homeWe found out that the customer passed awayThis week we spoke with the real estate agent and offered a copy of the warranty book for the new owners since there is still a structural warranty on the homeThanks, [redacted]

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 Regards, In response to Capstone Homes: Regardless of when the home was built and for whom the home was built originally, I purchased the home at Valley Rd as NEW The records from closing in Octwill show that There was no certificate of occupancy issued until the day before my closingAs to the request for reimbursement for the labor to replace the air conditioning coil, I was not referring to the builder's warranty I was referring to Rheem's warranty that was made void for the labor by Capstone Homes not registering the unit when it was installedIf Capstone Homes had done their job I would have been given a whole new unit, at no cost to me, instead of a coil and the bill for the labor I have a copy of Rheem's warranty stating that You never addressed the problem with the front steps falling apart because the mortar was eith not mixed correctly or it was set in very cold temps I understand that the first attempt to build the steps was unsuccessful and they collapsed because of the cold temps and I have a witness that will give you all the details

It is unfortunate that you had an issue with the HVAC systemCapstone Homes has a two year mechanical warranty and we stand by that warrantyI attached the warranty information for RheemThey offer a conditional warranty and a limited warrantyThe conditional warranty must be registered for within days of installation and is NOT transferrableSubsequent owners do have the balance of the original base Limited Parts warranty Rheem did stand by the warranty and replaced the partsYou are correct the conditional warranty is not something that was ever signed up for by CapstoneI am not sure if the client we built the house for signed up for the warranty but in either case the conditional manufacturer warranty does not transfer We are sorry to hear that you had an issue with the HVAC but glad that you had a limited warranty through Rheem to help address the issue for you

Revdex.com, We have contacted the customer and our service tech *** and production manager *** reviewed the concernI spoke to the customer and apologized for the poor communicationShe now has our direct line to the service tech and he will make sure to address her concerns*** and *** have
scheduled the repair and with our porch contractor to address the concernIt should be a very quick and simple fix. Thanks, *** ***
*** ***
***

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.
How can I cancel this complaintThe builder has completed these issues.thanks again

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
Problem:We had a home built by Capstone last year 8/Our screened in rear porch and front porch cement has crackedThe rear screened in porch has a sever three sided perimeter crackCapstone tried to simply repair it by applying a cement coating troweled over the entire porchIt lasted monthsThe crack has returned in the entire length as beforeI alerted Capstone PresJakeHe now claims the crack is within contractural "acceptable" guidelinesMy wife & I are bewildered by this recent replyThis crack has returned in the same fashion as originallyIt clearly determines the cause is still activeIt was originally deemed "within guidelines when it was repaired,however it now is not? Capstone now finds this repair requires more than a simple cement coiating to revctify this shoddy job.They are trying to shirk their responsibilitiesThis is a brand new home,it should be a concrete slab devoid of any cracking.Translate Desired Outcome:A deck w/o cracking done correctly,obviously the cement contractor erred in some fashion in this concrete install

Revdex.com, Our team again reviewed the porch and are waiting on additional information. Thank you for your patience. Capstone Homes

Our HVAC warranty is for two years. This is not a warrantable issue with Capstone. This home was built for another client in 2010. We are very sorry for the problems encountered with the HVAC system, but this is not an builder issue

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
Problem:
We had a home built by Capstone last year 8/Our screened in rear porch and front porch cement has crackedThe rear screened in porch has a sever three sided perimeter crackCapstone tried to simply repair it by applying a cement coating troweled over the entire porchIt lasted monthsThe crack has returned in the entire length as beforeI alerted Capstone PresJakeHe now claims the crack is within contractural "acceptable" guidelinesMy wife & I are bewildered by this recent replyThis crack has returned in the same fashion as originallyIt clearly determines the cause is still activeIt was originally deemed "within guidelines when it was repaired,however it now is not? Capstone now finds this repair requires more than a simple cement coiating to revctify this shoddy job.They are trying to shirk their responsibilitiesThis is a brand new home,it should be a concrete slab devoid of any crackingTranslate
Desired Outcome:
A deck w/o cracking done correctly,obviously the cement contractor erred in some fashion in this concrete install

The issue with *** ***'s side yard has been repaired The issue with the back of his yard is related to a community drainage problem that is not something Capstone Homes can address Capstone met with the Sussex Conservation District at *** ***'s home yesterday Sussex
Conservation District monitors stormwater management in Sussex County, Delaware
The attached letter is written to the developer to correct the problem As the letter states, the corrective action needs to be done in the common area behing *** ***'s lot
*** ***'s lot receives stormwater run off from lots that are further up the street and higher in elevation There is an excess of water flowing through his yard during rain events, but the solution is a modification to the community drainage plan This solution requires action by the developer not the builder It is Capstone's position that we have addressed all of the issues that we are able to address in this situation

It is unfortunate that you had an issue with the HVAC system. Capstone Homes has a two year mechanical warranty and we stand by that warranty.I attached the warranty information for Rheem. They offer a conditional warranty and a limited warranty. The conditional warranty must be registered for within 60 days of installation and is NOT transferrable. Subsequent owners do have the balance of the original base Limited Parts warranty. Rheem did stand by the warranty and replaced the parts. You are correct the conditional warranty is not something that was ever signed up for by Capstone. I am not sure if the client we built the house for signed up for the warranty but in either case the conditional manufacturer warranty does not transfer. We are sorry to hear that you had an issue with the HVAC but glad that you had a limited warranty through Rheem to help address the issue for you.

Revdex.com,
 
We have contacted the customer and our service tech [redacted] and production manager [redacted] reviewed the concern. I spoke to the customer and apologized for the poor communication. She now has our direct line to the service tech and he will make sure to address her concerns. [redacted]...

and [redacted] have scheduled the repair and with our porch contractor to address the concern. It should be a very quick and simple fix. 
Thanks,
 
[redacted]
[redacted]
[redacted]

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. 
Regards,
 In response to Capstone Homes: Regardless of when the home was built and for whom the home was built originally, I purchased the home at 314 Valley Rd as NEW.  The records from closing in Oct. 2012 will show that.  There was no certificate of occupancy issued until the day before my closing. As to the request for reimbursement for the labor to replace the air conditioning coil, I was not referring to the builder's warranty.  I was referring to Rheem's warranty that was made void  for the labor by Capstone Homes not registering the unit when it was installed. If Capstone Homes had done their job I would have been given a whole new unit, at no cost to me, instead of a coil and the bill for the labor.  I have a copy of Rheem's warranty stating that You never addressed the problem with the front steps falling apart because the mortar was eith not mixed correctly or it was set in very cold temps.  I understand that the first attempt to build the steps was unsuccessful and they collapsed because of the cold temps and I have a witness that will give you all the details.

We are very aware of the roof leak on this home that is showing on their garage wall and have been communicating / working to 100% address the issue with the customer. This particular roof leak is a bit tricky and only shows itself when we get a specific rain storm and has been a bit of a challenge...

to diagnose. We sincerely apologize that we have been out four times to diagnose / address the issue. Our service team does their very best to communicate and address any concerns in a timely manner. The roof leak will be repaired 100% and any damage in the garage from the leak will be 100% addressed as well. Our service tech has everyone scheduled for a time that was convenient for the customer. We sincerely apologize again for the many steps that have been involved and will be sure this is addressed and that the customer is satisfied with the repairs. We were notified about the basement leak and our project manager respond immediately. There is a small hairline crack that needs an epoxy fill to prevent water from getting into the basement. Our service tech has scheduled this for repair.  Our service team will follow up with the customer again to be sure there is no miscommunication and that we are all on the same page with the plan moving forward.  If for some reason they have any questions they can call our main office [redacted] for assistance.  Sincerely,Capstone Homes

Revdex.com, We have tried to reach out to the customer but have not received a response. Our service group recently has been in touch with the a real estate who has listed and re-sold the home. We found out that the customer passed away. This week we spoke with the real estate agent and offered a copy...

of the warranty book for the new owners since there is still a structural warranty on the home. Thanks, [redacted]

Revdex.com, 
 
Our team again reviewed the porch and are waiting on additional information. 
 
Thank you for your patience.
 
Capstone Homes

Georgia; font-size: 10pt; line-height: 150%;">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. 
Regards,
 
In response to Capstone Homes:
 
Regardless of when the home was built and for whom the home was built originally, I purchased the home at 314 Valley Rd as NEW.  The records from closing in Oct. 2012 will show that.  There was no certificate of occupancy issued until the day before my closing.
 
As to the request for reimbursement for the labor to replace the air conditioning coil, I was not referring to the builder's warranty.  I was referring to Rheem's warranty that was made void  for the labor by Capstone Homes not registering the unit when it was installed. If Capstone Homes had done their job I would have been given a whole new unit, at no cost to me, instead of a coil and the bill for the labor.  I have a copy of Rheem's warranty stating that
 
You never addressed the problem with the front steps falling apart because the mortar was eith not mixed correctly or it was set in very cold temps.  I understand that the first attempt to build the steps was unsuccessful and they collapsed because of the cold temps and I have a witness that will give you all the details.