Charter Homes & Neighborhoods

August 22, [redacted] The Revdex.com Re: [redacted] 's Complaint ID # [redacted] Dear [redacted] : Regarding the complaint about the upgraded siding, [redacted] received the upgraded siding he paid forThe upgrade is for a siding product that is actually thicker than the standard sidingI reviewed the two colors on our samples board and they are two different colors in the green family, and not identical colors Regarding the stockpile of materials, when Charter was excavating for the house next to [redacted] 's, the soil that was dug out of the lot for the basement did encroach a bit onto [redacted] 's propertyOnce the hole was backfilled the "stockpile" went away and our Builder fixed [redacted] 's yard as he promised him Regarding the squeaking floor, our warranty indicates that we will make one visit to try to remedy any squeakingWhen we made our visit, we did address the hardwood floors as that was all that we were told about at that timeSince that visit, we have been advised about the squeaking under the carpetEven though a second visit is not covered by the warranty, we will be happy to come to [redacted] 's home one additional time to try to remedy the additional squeakingHe just needs to contact us at [email protected] and we will schedule that for him If you have any other question, please feel free to call me at ###-###-#### Sincerely Tom P [redacted] Vice President of Homebuilding Operations

Mr***: Although we have no knowledge or documentation of the need for you to supply any materials to help with the clean up from your plumbing leak, Charter Homes & Neighborhoods is willing to provide you with a $ [redacted] and [redacted] gift card for your inconvenience and to replace any towels that may have been damaged or used In regards to your rebar ground / bonding rod we will be glad to install a OSHA approved impalement prevention cap If our response is acceptable, please email your acceptance of this agreement to [redacted] and we will have the gift card mailed directly to your residence and make arrangements for the installation of the rebar cap to be installed Best regards, The Charter Homecare team

[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 as Answered] Complaint: [redacted] I am rejecting this response because:We have options from Charter Homes regarding this warranty work1) Agree with what they want to do and how they want to do it or 2) they will not perform any of the remaining warranty work.Jan - Message from MrH [redacted] asking that we agree to their scope of the work or they will not perform any work----------Jan - MrH [redacted] threatened to cease communicating with us----------Jan - Response from Homeowner agreeing to remove of the items----------Jan - Response from MrH [redacted] that they will address out of the items----------Dec - Homeowner response "As you previously mentioned, "Please let me know if you have any other questions or need any other clarification", we have repeatedly asked for clarificationI am not sure why you are avoiding this when you clearly offered it?"We proceeded to detail the items remaining on the list.----------Dec - MrH [redacted] 's response "Thank you for the emailI have clearly stated our positionI have instructed our team to direct all of your communication to meI am now awaiting your response as to when we can schedule the aforementioned work, we have committed to, to be scheduled." - this is the same response we received on the previous day----------Dec - We reiterated "We are unclear on the aforementioned work which is what prompted the response when you kindly asked "Please let me know if you have any other questions or need any other clarification."----------Dec - This is the full email we received from MrH [redacted] "Thank you for the emailI have clearly stated our positionI have instructed our team to direct all of your communication to meI am now awaiting your response as to when we can schedule the aforementioned work, we have committed to, to be scheduled."----------Dec - Response from homeowner "Please provide clarification as to why Charter Homes has not been able to comply and will not comply with their warrantyThe response from Charter Homes should include why it has taken and is taking so long to fulfill commitments (walkthrough, 1st visit, 2nd visit, and emergency items) and it should specify in detail why items are not being addressed (this should not be a general statement and it should include specific warranty items)."----------Dec - Email from Wes H [redacted] stating "no work will be done on the home until an agreement is made as to what the scope of our work will be on the shower"A repair was performed by Charter Homes on the shower floor and it does not meet industry or building code standardsA repair to the shower wall was also performed without any waterproofing methodThe shower niche was replaced with something less than what previously existed [redacted] ended the email with "Please let me know if you have any other questions or need any other clarification." Regards, [redacted]

May 9, Revdex.com of Metro Washington DC & Eastern Pennsylvania Dear [redacted] : I am writing in response to Complaint ID # [redacted] for [redacted] First, I am sorry to report that we did not receive the original complaint on 4/23/14, so we apologize for not responding more quickly Our HomeCare Manager was to contact [redacted] this week to reconnect with them and finalize the next steps to resolve their concern We have noted the buyers concern with an issued Open Service Request (as is our policy) and will follow through to completion Our Builder did visit the ***’s home with the buyer present on the 25th of April to perform a visual inspection He determined that the window breaking is not a structural concern but is one to which we do not yet have an answer Our HomeCare Manager will provide support the rest of the way until this is resolved Thank you [redacted] Vice President, Homebuilding Operations

Thank you for giving Charter Homes the opportunity to respond to this complaintPlease know that we are actively working with **and [redacted] to find a fair and equitable resolution to their concerns

January 19, size="3"> Re: Complaint of [redacted] ID [redacted] Dear [redacted] , Thank you for the opportunity to respond to the complaint filed with your office by [redacted] ***Charter Homes at [redacted] , Inc("Charter Homes") is committed to upholding its industry-leading reputation for building quality homes with thoughtful development and designTo ensure that we meet and exceed our customer's expectations, we take reports of customer concerns very seriously Having reviewed [redacted] ***’s complaint, we respectfully disagree with his assertions Charter Homes has fully honored its commitments to [redacted] and does not have any liability to him Although Charter Homes strives to build a defect-free home, we are realistic and understand that items will need our attention after closing on the home purchaseTo address these issues, Charter Homes provides a one-year new home warranty to each of its customers, including to [redacted] when he purchased his home in July Charter Homes promptly responds to and addresses warranty issues that arise with respect to the construction of the homeGiven the short time period to respond to [redacted] ***’s complaint, we have not been able to retrieve [redacted] ***’s warranty file to determine which of the various issues in his letter he brought to Charter Homes’ attention and how they were addressed We have no reason to believe, however, that we did not address each warranty issue that he timely raised One of the issues mentioned by [redacted] is that his central air system does not cool sufficiently in the summerCharter Homes installs industry-standard central air conditioning units that meet the requirements for cooling each homeIt appears from [redacted] ***’s complaint that Charter Homes did investigate his central air system and found no defect in the unitThe unit is also under a manufacturer’s warranty, so he could have contacted the manufacturer to confirm that the unit was not defective [redacted] has the option to upgrade his unit or add a unit to provide additional cooling in his home [redacted] also mentions the leaks in the stucco on the front of his homeCharter Homes made two initial repairs, beyond the warranty period, and thought the repairs were successfulWhen the leaking continued, Charter Homes returned again and undertook more extensive repairs, which appear to have fully addressed the problemCharter Homes would have liked to have repaired the leaks more quickly, but we are currently in litigation with the former vendor who installed the stucco, and due to that litigation we must provide an opportunity for the vendor to inspect all homes with this defect and determine whether the vendor will correct the problem or pay to do soThe vendor has been uncooprative and unresponsive, which unfortunately delays repairs Charter Homes, however, repaired the vendor’s defective work at [redacted] ***’s home at Charter Homes’ own expense Turning to [redacted] ***’s current complaint, Charter Homes does not believe that it damaged the pipe from the water main to [redacted] ***’s house during the construction of his homeCharter Homes’ practice today, as it was ten years ago, is to backfill over the pipe using existing selected soils from the propertyDuring backfilling, Charter Homes’ is careful with the types of soils that are placed directly on the pipeInsurance is readily available to homeowners, however, to cover the costs of damage to the water lines that run to their house Additionally, under the warranty, Charter Homes is not obligated to provide repairs after the expiration of the one year warranty period Even if the warranty had not expired, Charter Homes is not obligated under the warranty to pay for repairs made by anyone else or pay any consequential or incidental damages Thus, Charter Homes has no responsibility to pay any of the amounts [redacted] seeks Please let us know if you need any additional information with regard to [redacted] ***’s complaint filed with your office Sincerely, Charter Homes at [redacted] , Inc By John A [redacted] Vice President of Homebuilding

Thank you for the opportunity to respond to the complaint filed by [redacted] . According to your email, this complaint was originally submitted on 5/10/17. We apologize for the delay in responding to you, however, today's email was the first that we had received this... complaint. Please know that since the date noted on the original submission, 5/10/17, we have been in touch [redacted] on several occasions and are working with them to address their concerns. Please let us know if you need any additional information with regard to [redacted] 's complaint filed with your office.

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Wed, Nov 26, at 10:AMSubject: Fwd: The Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] > ---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Tue, Nov 25, at 11:AMSubject: The Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected] Attn [redacted] : Thank you for the quick response

[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 attachment with this email is from Jan30thThis has been on going with nobody caring about whats going on with these windowsThis is the 3rd one that has crackedWe would like a date and time not a general generic "somebody will be in contact with you"responseIf you need me to forward proof of date this picture was sent, I will forward it to youJANUARY 30thSomebody knew about thisWe were told basically it's our problem to deal with
Regards,
*** ***

Thank you for taking the time to contact Charter regarding a response to *** ***’s complaintUpon finding out that **and *** *** had some concerns with the home we were building for them, Charter offered to meet with them to find solutionsInitially that invitation was rejected, as they
pursued legal counsel. After some time had passed, Charter met with both them and their Attorney to in good faith find some resolution. Through numerous conversations, Charter did our best to find resolution to their concerns. However, they rejected our solution which was not done out of obligation for mistakes, but instead as an act of good faith to show we cared about them. While the aforementioned solution was being considered by the ***’s, they pursued alternative housing while they were still under agreement with Charter. They then informed us, through their Attorney, that they wished to cancel their contract on February 27th. Per the contract, that they signed, because of homebuyer default, we retained their depositAlthough we retained this, we have offered that if they build another home with us in the future, we would credit them the amount we retained. Charter Homes fulfilled all contractual obligations with the ***’s and did not mislead them during the process of purchasing the home. We do hope that one day they reconsider and choose to build with us again

[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:Charter Homes was notified
on August 1, via email about water on our kitchen floor and rotting
wood on the inside and outside areas of our french doorsPhotos were
attached to the August 1, email depicting the water damage.On August 4, Charter responded by email indicating that the issue is not "warrantable" and no action will be taken.We
responded on August 5, expressing our disappointment with their
response and asked them again to just come out and look at our door.Charter responded on August 11, with the same wording in their previous response..."the door frame issue you are reporting is not considered warrantable and no action will be taken by Charter".Because
of the potential for more rain entering our kitchen, we contracted to
have the damaged doors replaced and found
extensive water damage in the exterior and interior wall of our home,
caused by
poor/improper construction methods
The installation of our new french doors and the repairs to exterior
walls, including the replacement of the header above the doors were
completed on Monday, October 13, 2014.We are pleased that
Charter's HomeCare team is willing come to our home and inspect the
doorsHowever, its too late to see the actual water damage. I suggest
that Charter look carefully at the photos sent to them in August and the
photos attached to this correspondence.I will send an email to
Charter HomeCare requesting an inspection of our door with the hope that
we can reach an agreement on the cost of these repairs.Thank you *** *** for your efforts with regard to our issue with Charter Homes
Regards,
*** ***

Charter has worked and will continue to work with *** *** in the future as we do with all of our homeowners

Dear *** ***:
">
I am writing in response to Complaint ID #*** for ***
First, I am sorry to report that we did not receive the original complaint on 5/2/14, so we apologize for not responding more quickly(We have reset the SPAM filter, so we are hoping we won’t have any more difficulty receiving your messages.)
*** brought to our attention cosmetic surface defects in his hardwood floors. Our review of his issue revealed that the hardwood floor was checking on the ends and center of the wood surfaces. Checking is a result of natural wood drying and all wood floors exhibit this in varying degrees. As it cannot be controlled and as these marks are cosmetic in nature we do not provide a warranty for these issues. Further, the manufacturer does not provide a warranty against checking and considers this a part of the drying process that all wood goes through. Therefore, we are not able to accommodate his request for a total floor replacement
In response to his concern and in spite of the warranties in place, we offered to replace some of the planks that *** found most objectionable and to fill others, as recommended by the flooring manufacturer, where the checking broke through the finish. While we know that this remedy falls short of ***'s expectations, it is a industry accepted remedy for these types of complaints when builders desire to address these concerns.
That said, we are prepared to spend some more time looking further into the situation. While we remain skeptical that further exploration will change our proposed solution, we are open to what we may discover and the effect it may have had on his floor. If this is agreeable, we would be happy to meet *** at his home to continue investigating his concern so long as it is understood that the outcome may not change
Thank you
*** ***
Vice President, Homebuilding Operations

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and I accept Charter Homes offer to come
to my property and fix all issues with the hardwood floorHowever, I am
extremely disappointed with their lack of a resolution on the conflict with the
siding color selectionAs I stated in my previous email I was told no house
would be constructed next to mine that was the same color, not a house of a
different shade, as Charter Homes is now saying is acceptable under their sales
agreementAs for their response with the excavation, their response did not
resolve the fact that they entered and disrupted my property for a period of
two months without requesting permission, notifying me, or establishing a
construction easementFurthermore during this time period I requested that a
construction fence be installed over liability concerns with having a large
hole on my propertyAs such, I still feel that compensation for these two
items is the due procedure.
Regards,
*** ***

Dear *** ***:
I am writing in response to Complaint ID #*** for *** ***
Our HomeCare Manager, *** ***, met with the ***s this past week along with an engineer and the window supplier Our engineer does not see any structural issues and has issued a report as such As for the broken glass, we have advised the buyer that they can pursue the issue further with the window manufacturer, ** ***, but that there is nothing more Charter can do to support her warranty claim.
We have provided her the contact information for MI Windows.
Thank you
*** ***
Vice President, Homebuilding Operations
Dillerville Road
Lancaster, PA
T - ###-###-####
F - ###-###-####
***

January 14,
MillerText-Roman;">
MsCynthia Cameron
RevDex.com
Re: Complain Id #Dear MsCameron,
In response to Mr
and MrsPeter’s complaint (Id #10369929), I am happy to address the events
that took place but will not go into the hearsay of dialogueWhile we of
course want our potential homebuyers to feel welcome and cared for, we also do
not think it’s appropriate for our employees to be insulted, mocked or yelled
at in person or over the phone, and will support them removing themselves from
those specific situations whether from homebuyers, homeowners, or real estate
agents
As you can
imagine in real estate, it is valuable to have meetings and discussions in
personIt is hard for buyers to truly understand what a home includes, looks
like, or how it fits in the neighborhood without being able to demonstrate it
face to faceThe original interactions with the Neighborhood Sales Manager
revolved around trying to schedule a time for the homebuyer to visit the
neighborhood they were interested in purchasing in so these things could be
coveredOur Neighborhood Sales Manager works on a day schedule which
includes having Wednesday and Thursday offSince a sales manager typically
isn’t immediate in responding on those days, we do find situations where
homebuyers will reach out through our website or 800# and get in touch with our
Online Sales Manager who can help answer questions while they’re out but
ultimately will redirect homebuyers to the Sales Manager of their specific
neighborhood of interestAll of our sales managers do respond on their days
off
The homebuyer
priced out a few homes with the sales manager knowing that they had a budget of
$335kThey repeatedly priced out options on each floorplan that totaled more
than their budget and asked for a discount to bring it down citing other sales
in the neighborhood that transpired years earlier or of different homesThey
asked for the $335k price over the phone and the sales manager responded that
we did have an incentive for that month, but to discuss it, they would need to
come back in to make a final decisionWe do not negotiate pricing over the
phone or emailIt is important for us that our homebuyer’s get all of the
information they need to make a decision and price is only one of those thingsThe homebuyer did
not make a decision and that month ended and the incentive ended as they were
toldWhen they made contact again in November, the incentive had changed and the
price of the home was differentThe price of the home was never $335kThat
was the budget number the homebuyer repeatedly requested
At this point,
based on the email that was received, it seemed as though the sales manager and
the homebuyers were having trouble communicating effectively since the
impression they had was not the impression that the sales manager hadSo, the
Director of Sales got involved to help move both parties forward with the
desired result (purchasing a home)All parties met again and had a discussion
about why they loved the neighborhood, what they wanted in a new home, and all
of the things involved in purchasing a new homeWhen the conversation turned
to price again, the Director of Sales explained that they perceived the price
of the home being different because the incentive from October to November had
changedThe homebuyer was unwilling to remove any of the $60k in options that
they had built into the home to get the home closer to their price pointThey
only wanted us to discount the home to fit their budgetThe Director explained
that we couldn’t make the home be something it wasn’tFor them to purchase the
things on their list, the price of the home came to $379kWith the incentive
that we were willing to honor (for them) from October, it brought the price of
the home down to $349kIt was very clear that the homebuyer wanted to live in
the neighborhood and we obviously want our homebuyers to be excited about their
home and neighborhood, but they refused to purchase the home unless we
discounted it another $15kWe explained to them that it is a benefit to them
that we don’t severely discount our homes because it keeps the value of the
entire neighborhood up and that they could have peace of mind knowing that the
next people that bought after them would pay the same price keeping the value
of their newly purchased home upNot all builders will do that
In the beginning
of December, the neighborhood sales manager moved to another neighborhood and a
different sales manager came to MillcreekIn his efforts to reach out to
prospective homebuyers so they knew that there was a new person there selling
the homes, he spoke to the homebuyer again eagerly anticipating building a
relationship with them as he does for all people who look at the neighborhood
The homebuyer seemed excited at the opportunity to revisit living in their
preferred neighborhoodThe new sales manager reports to the same Director of
Sales so she reached out after that conversation since she had a preexisting
relationship with the homebuyerShe was then contacted by a realtor who said
he was representing the homebuyer and she agreed to meet with him regarding
their home purchaseDuring that meeting in an effort to be upfront and
transparent, she informed the realtor that since he was not the procuring cause
of the homebuyer visiting the neighborhood, as our realtor policy is
written, he would not be able to receive a commission on the sale of the home
The homebuyer had been referred by their family member who lives in the
neighborhood who would be receiving their referral if they purchasedIt is our
business rule that there is one referral for each homebuyer whether it friend,
family member, employee or realtorIt was very clear that there was no realtor
before this pointIt was no problem that they worked with a realtor if they
felt at this time that they needed one (many people do), but that the realtor
would not be eligible for a commission on this purchase
Again, while we
want to work with the realtor community, and also are very proud of the many
referrals we get, in this instance, the homebuyer had clearly found us through
a referral (which we would pay), wanted a discount on their new home (above and
beyond what we were able to offer), and then wanted us to pay a realtor fee to
an agent who didn’t bring them to the neighborhood in the first place
We would be happy
to sell a home to this homebuyer in their preferred neighborhood, but they were
unwilling to pay the price of the home or to configure the home in a way where
it would fit within their self-imposed budget.
We obviously don’t want anyone to feel like they aren’t welcome in a
neighborhoodThat is totally against what we stand forWe do however, have
specific and fair practices in place to make sure that every homebuyer is taken
care of whether they’re looking for a new home, or they already purchased in
the neighborhood
Sincerely,
Lauren S***
Vice President,
Sales & Marketing

Not great inventory in Southwestern PA. Wanted a small ranch home 2 bedroom with a yard as a down size. Not available at the Hastings site. The phone contact person for Charter, Jenna, did not answer her phone, call back, email or text timely appointment info. She failed to deliver professional quality public relations. She made the experience hectic when it neednt be.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

May 9,
">
Revdex.com of Metro Washington DC & Eastern Pennsylvania
Dear [redacted]:
I am writing in response to Complaint ID #[redacted] for [redacted]
First, I am sorry to report that we did not receive the original complaint on 4/23/14, so we apologize for not responding more quickly
Our HomeCare Manager was to contact [redacted] this week to reconnect with them and finalize the next steps to resolve their concern. We have noted the buyers concern with an issued Open Service Request (as is our policy) and will follow through to completion. Our Builder did visit the [redacted]'s home with the buyer present on the 25th of April to perform a visual inspection. He determined that the window breaking is not a structural concern but is one to which we do not yet have an answer. Our HomeCare Manager will provide support the rest of the way until this is resolved
Thank you
[redacted]
Vice President, Homebuilding Operations

[To assist us in bringing this matter to a close, you must give us a...

reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:We have 2 options from Charter Homes regarding this warranty work. 1) Agree with what they want to do and how they want to do it or 2) they will not perform any of the remaining warranty work.Jan 9 - Message from Mr. H[redacted] asking that we agree to their scope of the work or they will not perform any work----------Jan 3 - Mr. H[redacted] threatened to cease communicating with us----------Jan 3 - Response from Homeowner agreeing to remove 3 of the 23 items----------Jan 2 - Response from Mr. H[redacted] that they will address 15 out of the 23 items----------Dec 22 - Homeowner response "As you previously mentioned, "Please let me know if you have any other questions or need any other clarification", we have repeatedly asked for clarification. I am not sure why you are avoiding this when you clearly offered it?". We proceeded to detail the 23 items remaining on the list.----------Dec 22 - Mr. H[redacted]'s response "Thank you for the email. I have clearly stated our position. I have instructed our team to direct all of your communication to me. I am now awaiting your response as to when we can schedule the aforementioned work, we have committed to, to be scheduled." - this is the same response we received on the previous day----------Dec 21 - We reiterated "We are unclear on the aforementioned work which is what prompted the response when you kindly asked "Please let me know if you have any other questions or need any other clarification."----------Dec 21 - This is the full email we received from Mr. H[redacted] "Thank you for the email. I have clearly stated our position. I have instructed our team to direct all of your communication to me. I am now awaiting your response as to when we can schedule the aforementioned work, we have committed to, to be scheduled."----------Dec 20 - Response from homeowner "Please provide clarification as to why Charter Homes has not been able to comply and will not comply with their warranty. The response from Charter Homes should include why it has taken and is taking so long to fulfill commitments (walkthrough, 1st visit, 2nd visit, and emergency items) and it should specify in detail why items are not being addressed (this should not be a general statement and it should include specific warranty items)."----------Dec 20 - Email from Wes H[redacted] stating "no work will be done on the home until an agreement is made as to what the scope of our work will be on the shower". A repair was performed by Charter Homes on the shower floor and it does not meet industry or building code standards. A repair to the shower wall was also performed without any waterproofing method. The shower niche was replaced with something less than what previously existed. [redacted] ended the email with "Please let me know if you have any other questions or need any other clarification."
Regards,
[redacted]