Charter Homes & Neighborhoods

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.

[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 Charter Homes states that they do not have any responsibility to inform their customers of changes that affect their home in the way of driveways, placement of retention ponds etc. We reject this message from Mr. H[redacted] as he is the primary representative that basically tells us after the fact that there is nothing that Charter homes can do for us - he asked for a meeting with us to secure solutions. He comes to the meeting and immediately states that he has nothing to offer as a solution. This is the worse example of best practices in home contracted building. I would advise that the Revdex.com would issue a warning that this company is an example of the old saying of bait and switch! True we are losing over $24,000 and we are not happy about this but someone needs to let other customers or potential customers that this is not a reputable company to contract with and that buyers need to beware. 
Regards,
[redacted]

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

Re:       [redacted] Complaint ID # [redacted]  Dear Ms. [redacted], Thank you for the opportunity to respond to the complaint filed with your office by [redacted]. Charter Homes at Highlands, Inc. ("Charter Homes") is committed to upholding its...

industry-leading reputation for building quality homes with thoughtful development and design. To ensure that we meet and exceed our customer's expectations, we take reports of customer concerns very seriously.  Having reviewed Mr. [redacted]’s complaint, we respectfully disagree with his assertions.  Charter Homes has fully honored its commitments to Mr. [redacted]. 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 purchase. To address these issues, Charter Homes provides a one-year new home warranty to each of its customers, including to Mr. [redacted] when he purchased his home in September 2016. One of the issues mentioned by Mr. [redacted] is that his home was not complete at the time of settlement. Charter homes preformed a quality walk with Mr. and Mrs. [redacted] two days prior to their settlement. At this time, there were 4 items documented for repair. The items were addressed and signed off as complete by Mr. and Mrs. [redacted] prior to the settlement of their home. There was only one concern reported since the settlement of Mr. and Mrs. [redacted]’s home. They reported a shower leak in the master bath. After an extensive investigation, it was determined that this was a pinhole size opening around a manufacturers soldered joint. This was a very uncommon location and difficult to detect. However, this issue has since been addressed and repaired with the exception of some additional drywall repairs that were requested by Mr. and Mrs. [redacted]. These repairs are currently scheduled for completion with Mr. and Mrs. [redacted]. Most recently, Mr. [redacted] contacted Charter regarding a survey stake that was placed in his yard without his permission. The stake was installed in the 20’ utility right away that is partially on Mr. [redacted]’s property. While Charter does recognize that the easement allows us to perform work in easement without notification, we do apologize for any frustration this concern has caused Mr. [redacted]. Charter will make every attempt to not encroach on Mr. [redacted]’s side of the easement. However, if damage is done to his property during the work. Charter will repair and re-seed any damages that occur. Please let us know if you need any additional information with regard to Mr. [redacted]’s complaint filed with your office.  Sincerely,Charter Homes at Highlands, Inc. Tom P[redacted]Vice President of Homebuilding Operations

Mr. [redacted]:   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 $75.00 [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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

January 19, 2015

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 design. To 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
purchase. To 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 2005. Charter Homes promptly responds to and addresses warranty
issues that arise with respect to the construction of the home. Given 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 summer. Charter Homes installs industry-standard
central air conditioning units that meet the requirements for cooling each
home. It appears from [redacted]’s complaint that Charter Homes did investigate
his central air system and found no defect in the unit. The 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 home. Charter
Homes made two initial repairs, beyond the warranty period, and thought the
repairs were successful. When the leaking continued, Charter Homes returned
again and undertook more extensive repairs, which appear to have fully
addressed the problem. Charter 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 so. The 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 home. Charter Homes’ practice today, as it was ten years
ago, is to backfill over the pipe using existing selected soils from the
property. During backfilling, Charter Homes’ is careful with the types of soils
that are placed directly on the pipe. Insurance 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

August 22, 2014
[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 for. The upgrade is for a siding product that is...

actually thicker than the standard siding. I 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 property. Once 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 squeaking. When we made our visit, we did address the hardwood floors as that was all that we were told about at that time. Since that visit, we have been advised about the squeaking under the carpet. Even 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 squeaking. He 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

-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Nov 26, 2014 at 10:32 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, 2014 at 11:02 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.

RE: [redacted] Complaint #[redacted]
0in 0pt;">
Dear [redacted],
Regarding **. [redacted] complaint about defective/faulty
construction in his home; Charter Homes & Neighborhoods stands behind its
construction methods and warranties. Often situations like this may be caused
by maintenance issues or weather-related issues such as ice damming if not
remedied in a proper manner.
Although **. [redacted] is 8 years beyond the warranty period, in
an effort to work with **. [redacted], Charter will agree to inspect the issue
and make the necessary repairs. This inspection will be scheduled and the
needed repairs will be facilitated through our HomeCare team upon receiving an
email request for the inspection from **. [redacted] at [email protected].
Please feel free to call me at [redacted] with any questions.
Sincerely,
John A[redacted]
Vice President of Home Building

Review: Purchased new home from Charter Homes in December 2012. As part of our selection, we chose hardwood flooring. Within one year of living in new home, the flooring is splitting, cracking and separating. The number of floor boards with issues is significant and builder, Charter Homes is not willing to fully correct the issue.Desired Settlement: Due to the number and growning level of boards with issues, we feel that the entire floor should be replaced to fully fix the issue.

Business

Response:

Dear [redacted]:

Review: Nobody from Charter Homes has contacted us regarding our 11th month walk-thru. I contacted them of my own volition. They initially responded with request for photos. I provided photos. No response within their stated 2 day timeframe. I've since followed up with other emails requesting info and I've heard nothing.Desired Settlement: We have several ite** needing repair due to poor workmanship, shoddy materials, etc... It would be nice if they'd honor their commitments but, our experience has been they'll tell you what you want to hear and then pay it lip service... see how far you're willing to go. Simple communication isn't difficult yet something this outfit is not prone to do.

Business

Response:

Dear **. Cameron

Review: We have an English Garden Room off of our kitchen area that has windows that crack due to pressure in the foundation. We are on our third window. We have sent an e-mail staing this and nobody will return our calls or respond to our e-mail. We were told by two independent contractors that the windows are cracking due to to much pressure on the window frame. While the room was being built my husband and I notice that two of the support beams were cracked and the builder said he would just reinforce it with more wood.Desired Settlement: To have the beams that are currently cracked repaired correctly and to have somebody look at why these windows keep cracking,if it is pressure to do whatever needs to be done to correct the problem.

Business

Response:

May 9, 2014

Review: During the purchasing process of our home from Charter Homes we were told by a representative of the company, Ms. Suzanne D[redacted] that company policy is that no home would be constructed that is the same color as our house directly next to our home. Knowing this, I decided to upgrade the green color shade I selected at a cost of $1,782.00. I closed on my house on October 31, 2012. In May of 2013 Charter Homes started construction of the neighboring house, only to construct another home with green siding directly next to us. After an initial conversation with Charter Homes I attempted to contact Mr. Aaron W[redacted] several times during June 2013 without receiving a response. During the close of our year warranty in March 2014 I further discussed this issue with Mr. Dave H[redacted] of Charter Homes. I was told that the house constructed next to me was a different shade of green. However, under most lighting conditions the colors are indistinguishable to the eye, and I was told at the time of purchase that a home of the same color would not be constructed next to my home. Regardless of if this house is a different shade of green, I was still misinformed during the purchasing process and led to believe that no green home would be constructed next to me. Had I known this at the time of purchase I would not have upgraded my siding selection.

When constructing a home on a property next to our own Charter Homes entered our property without notifying us, without an entry agreement in place, and without having an established construction easement. They then proceeded to excavate the foundation for the neighboring property and over excavated onto our property on April 3, 2013 at a depth of apx. 8' with a length of 10' and a width of 1'. This excavation was backfilled on April 17, 2013, with final grading and reseeding the yard not occurring until June of 2013. During this time period our property was also used without our permission for stockpiling materials. This left us with the inability to use approximately 360 SQFT of our property for a two month period. I contacted Charter Homes several times during this period and was ignored by Mr. Jeff T[redacted] on April 8th, 2014 and Mr. Aaron W[redacted] on June 4th, 2014. Photos can be provided upon request.

From December 19th, 2013 to April 7, 2014 Charter Homes had a subconsultant, Restoration Relief perform warranty repairs on our home. One of the warranty items was issues with our hardwood floors. In numerous locations on our first floor due to creaking and having visible vertical movement of the floor when it is walked on. This in part is due to having deficient floor joists installed within the home. The issues with the floor joists were documented in a report by [redacted] dated December 17, 2013 and submitted to Charter Homes and it's subconsultant. During the warranty repair period the floor joists were repaired as requested. Additionally, I was under the assumption that that the hardwood floor issues were properly addressed. However, since the warranty repairs were completed on April 7, 2014 the floors have continued to deteriorate and again the floors creek/squeak when they are walked on. Upon contacting Charter Homes to fix this warranty issue they have informed me that it is outside the warranty window and not their responsibility. However, this is a previous warranty issue that was not addressed properly.

Desired Settlement: I would like a refund in the amount of $1,782.00 for the siding upgrade that I paid for under the assumption that a house that a green house would not be constructed next to my own house.

Compensation for the inability to use 360 SQFT of our property during two months of 2013 in the amount of $1,000.00.

Since Charter Homes will not repair the issues to the hardwood floors I would like a refund in the amount of $3,500.00 which was the cost I paid at the time of purchase to install hardwood floors in portions of my home. This refund amount will go to hiring a contractor to replace the defective hardwood floors.

Business

Response:

August 22, 2014

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 for. The upgrade is for a siding product that is actually thicker than the standard siding. I 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 property. Once 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 squeaking. When we made our visit, we did address the hardwood floors as that was all that we were told about at that time. Since that visit, we have been advised about the squeaking under the carpet. Even 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 squeaking. He 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

Consumer

Response:

I have reviewed the response made by the business

in reference to complaint ID [redacted], and I accept Charter Homes offer to come

to my property and fix all issues with the hardwood floor. However, I am

extremely disappointed with their lack of a resolution on the conflict with the

siding color selection. As 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

agreement. As 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 easement. Furthermore during this time period I requested that a

construction fence be installed over liability concerns with having a large

hole on my property. As such, I still feel that compensation for these two

items is the due procedure.

Regards,

Review: Charter Homes will not acknowledge defective/faulty construction of our home that they build in 2005.

When we contacted them by email about our water damage, they said "sorry, but your warranty has expired"

We then contracted to have the damaged doors replaced and found extensive water damage in the exterior wall of our home, caused by poor/improper construction methods.

We believe that Charter has breached its implied warranty of reasonable workmanship. To date, Charter has failed to remedy the matter.

Thus, we are filing a complaint against Charter Homes.Desired Settlement: Have Charter Homes Acknowledge construction defect and repair or pay for all costs associated with faulty construction.

Business

Response:

RE: [redacted] Complaint #[redacted]

Dear [redacted],

Regarding **. [redacted] complaint about defective/faulty

construction in his home; Charter Homes & Neighborhoods stands behind its

construction methods and warranties. Often situations like this may be caused

by maintenance issues or weather-related issues such as ice damming if not

remedied in a proper manner.

Although **. [redacted] is 8 years beyond the warranty period, in

an effort to work with **. [redacted], Charter will agree to inspect the issue

and make the necessary repairs. This inspection will be scheduled and the

needed repairs will be facilitated through our HomeCare team upon receiving an

email request for the inspection from **. [redacted] at [email protected].

Please feel free to call me at [redacted] with any questions.

Sincerely,

John A[redacted]

Vice President of Home Building

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Charter Homes was notified

on August 1, 2014 via email about water on our kitchen floor and rotting

wood on the inside and outside areas of our french doors. Photos were

attached to the August 1, 2014 email depicting the water damage.On August 4, 2014 Charter responded by email indicating that the issue is not "warrantable" and no action will be taken.We

responded on August 5, 2014 expressing our disappointment with their

response and asked them again to just come out and look at our door.Charter responded on August 11, 2014 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

doors. However, 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 [redacted] for your efforts with regard to our issue with Charter Homes.

Regards,

Consumer

Response:

-------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Nov 26, 2014 at 10:32 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, 2014 at 11:02 AMSubject: The Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] [redacted]:

Review: Charter Homes & Neighborhoods promised to provide wooded walking trails as part of the development of The [redacted]'s development in [redacted], PA. The development was started with the closing of the first home in December 2005 and continues today. Expected completion of the 99 Home Development is 2013. Charter Homes continues today to advertise that walking trails are a key feature of this planned community. However, 8-years after the development was established, not a single walking trail has been implemented in the development by Charter Homes. Please refer to their website promoting the development (http://www.charterhomes.com/the-[redacted]) where they state:

"Welcome to The [redacted] at the [redacted] by Charter Homes & Neighborhoods. The rush of [redacted] Stream soothes the mind. Wooded walking trails meander to the Appalachian Trail and the State Game Lands. 27 acres of [redacted]d woodlands surround these elegant, secluded new homes in [redacted] filled with designer features and amenities. "

As of today, Charter Homes & Neighborhoods has failed to offer a reasonable plan of action to address their contractual promise (via contracts for the sale of homes in the development) to implement the promised...and promoted walking trails. The current proposal from Charter is clearly an attempt at trying to exit their responsibility to fulfill this agreement. The plan on-file now with [redacted] now shows the "walking trail" crossing creeks without the implementation of bridges, crossing of protected wetland areas, and crossing of rock walls and dangerous topographical hazards without improvement to the area to allow for safe crossing.Desired Settlement: Charter Homes & Neighborhoods should provide the Home Owners Association of The [redacted] a viable proposal to address the fulfillment of their contractual obligation to provide "wooded walking trails" that do not enter federal or state protected wetlands, provide suitable crossing means (e.g. bridges) for streams and similar water crossings, and ensure a permanent and safe surface to ensure the health and safety of residents of the community that utilize the paths.

Business

Response:

**. [redacted]

Review: We purchased a home from Charter Homes and Neighborhoods. To say the quality is poor would be the understatement of the year. Everything from the drywall being noticebly poor to the use of poor quality materials, lack of communication in repair, etc... you name it, this outfit is nothing short of criminal in it's neglect of doing what they say they will do when they originally sold us the houseDesired Settlement: We want Charter Homes and Neighborhoods to reimburse us to have our drywall repaired by an actual drywall finishing professional. They've had people in here who are not actual drywallers. They are painters trying to repair our drywall. It's unacceptable, we won't accept that again, and demand that they pay us to allow us to have it done right because they have shown they really do not care to have this done right, only quickly!

Business

Response:

Dear [redacted]:

I am responding to your message dated March 7th 2013, regarding a complaint from [redacted] ID #[redacted]

Our HomeCare Manager, [redacted], is currently working with [redacted] to resolve the issues at his home that are covered under our warranty. Upon completion of the work at [redacted]’s home [redacted] will explain to him everything that has been completed and clarify at that time that any item that might remain open is due to it not being covered under the warranty.

Please note that our warranty is in our Homeowners’ Manual which is provided to all home buyers very early in our sales process.

Sincerely,

Vice President of Homebuilding

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The issues [redacted] mentions are not 'Warranty' items, they are poor construction items. We have photos we can show you, the people at Charter and the rest of the good people that read these things on the internet how poor the quality is. Actually, quality can't be used in the same sentence as our home because honestly, it's a mess. Things you just don't notice right away, like crooked corners, or screw holes that aren't fully painted over or sanded (drywall mud not completely sanded).

Review: Dear Sir/Madam,

I bought a new home from charter homes in Sep 2012. [redacted] home came with a 1 year warranty. Charter warranty guy came and we had our first warranty walkthrough in September/Oct 2012(cant remember the exact date). We identified several remediation items then, that the charter warranty contact person acknowledged the issues and filled a warranty form and gave us a copy. Nothing has happened since then, not even a phone call or email from Charter saying when will they fix it.

Then, I have had an issue with our yard being full of rocks without any topsoil. I have escalated this issue to Charter homes warranty contact person about 4 months ago. At that time I left him several voicemails ( I have lost count - close to 10 voicemails). I also made an appointment with his administrative assistant which she confirmed on his calendar. I drove from work to meet him that day and he did not show up. He then left a voicemail on my phone saying that they (Charter) will bring out the topsoil on June 5th. [redacted] day has come and gone by and nothing has happened. I have since left half a dozen voicemails with Charter- they have not even bothered to call back even when I was promised that I would hear from them. I am absolutely shocked at the customer treatment that Charter has shown. It seems like I am getting the run around without any end in sight. My home warranty will expire in Sep 2013. At this point I am exasperated that there is no one who would even return a phone call.Desired Settlement: 1.To start with, I would like to get a phone call from someone who actually will actually do something about it.

2.Secondly, I would like them to remediate the issues identified in the first warranty walkthrough that were acknowledged by Charter.

3. Charter needs to finish the yard with topsoil as was mentioned to me.

Business

Response:

August 2, 2013

Review: Numerous warranty / product quality issues throughout our 'new' home purchase (now over 11 months old) and lack of response from Charter Homes to rectify list of warranty/product quality issues brought to their attention verbally and in writing numerous times throughout the past 6 month period.Desired Settlement: Fix and repair the outstanding warranty items (punch list provided, latest edition dated July 18, 2013) remaining in a timely fashion.

Business

Response:

August 2, 2013

The Revdex.com

Re: [redacted]’s complaint ID# [redacted]

Dear [redacted]:

In response to your email notification dated July 25th, 2013 regarding [redacted]’s complaint #[redacted] our HomeCare Manager had previously met with **. and [redacted] on Thursday July 18th, 2013. At that meeting [redacted] conducted what we call our 2nd HomeCare visit walk. At this visit [redacted] walked the home with the [redacted] and created a list of concerns that the [redacted] had and wanted Charter Homes to address. As always any warrantable concerns will be addressed. Since this walk [redacted] contacted [redacted] and set up an Action Day for August 7th. [redacted] will be coordinating completion of all warrantable items starting the morning of August 7th. If you have any questions please feel free to contact me at ###-###-####.

Sincerely

Vice President of Homebuilding

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Charter homes fails to respond adequately as to what will be addressed and a suitable timetable as to when. There were numerous issues brought to Charter Home's attention on the August 18th walk-through that **. [redacted] refers to as the second walk-through when in fact the majority of these issues were previously raised some months prior with **. [redacted] and others including **. [redacted]. The issues require multiple contractors be brought on site to adequately repair/resolve the obvious workmanship/quality issues. Based on the previous correspondences and requests to have issues resolved, there has been a pattern to address one or two issues only and to ignore the balance. When we ask for clarification as to what the 'Action Day' of August 7th entails, those requests go completely unanswered as they have in the past. We are asking for a detailed plan as to when the final outstanding issues (not just one item on the list as has been the standard response to date) will be resolved. Due to lack of response to issues in previous attempts, we the owners, have taken it upon ourselves to provide detailed/documented lists to Charter (for many months now) in an effort to have these outstanding issues resolved. To date, our attempts to clarify what is to be resolved on the 'Action Day' of August 7th have once again gone unanswered. As the purchaser of a very costly new home and under the assurances of our home builder to provide a high quality product, a suitable response including timeframe for completion is required.

Regards,

Business

Response:

From: [redacted] <[redacted]>

Date: Fri, Aug 23, 2013 at 4:50 PM

Subject: [redacted]’s complaint #[redacted]

To: "'[redacted]>

August 23, 2013

The Revdex.com

Re: [redacted]’s complaint ID# [redacted]

Dear [redacted]:

We have been in contact with [redacted] and will be setting the schedule for the agreed upon scope of work next week. If you have any questions, please feel free to call me at ###-###-####.

Sincerely

Vice President of Homebuilding

Consumer

Response:

Date Filed: 10/7/2013 8:54 PM

Complaint Detail

Multi[ple outstanding quality of workmanship/warranty issues remain; most of which have existed for many months and have gone unresponded to despite numerous attempts by buyer to resolve with Charter Homes: 1. Sewer smell outside of home most of the time, proper operation of grinder pit questioned w/o answers. 2. Hot water - lack of hot water w/o waiting for minutes in downstairs of home; improper function of brand new appliances as a result. 3. Multiple fit/finish issues with drywall and trim. 4. Doors improperly hung resulting in air gaps and seal issues. 6. Builder dumping ground next to our lot for over 1 year with various waste construction / debris piles - very unsightly.

Desired Settlement

Fix/Repair and clean up as indicated. Lack of response on these items (as reported before) yet again. Customer service and returning your customer's phone calls would be a good start, folllowed up with appropriate action and resolution.

Desired Settlement: Finish the Job

Regards,

Business

Response:

Dear [redacted]:

In response to your email notification dated October 8th, 2013 regarding [redacted]’s complaint #[redacted], as discussed with [redacted] on 10/9/13, [redacted] our builder for the [redacted] neighborhood, will schedule dates and times with [redacted] to address all their warrantable concerns by Friday October 18th, 2013. As always any warrantable concerns will be addressed. If you have any questions please feel free to contact me at ###-###-####.

Sincerely

[redacted]

Vice President of Homebuilding

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Multiple items identified on the list of complaint issues have still not been addressed despite on-going promises that all would be completed by now.

Regards,

Business

Response:

Dear [redacted]

In response to your email notification dated 10/25/13 in regarding [redacted]’s complaint ID# [redacted]. We are currently working on addressing [redacted]’s last 2 concerns. Charter Homes is committed to addressing all warrantable concerns. The remaining 2 concerns are as follows:

1. Sewer gas smell coming from exterior sewage ejection system. This is not warrantable, however we had a third party inspection done in which installing a charcoal filter in the vent was recommended and we will supply the filter to the [redacted]’s.

2. The finish of the stair case stringer. This is a natural wood product and is showing a raised grain. This is not warrantable as well, however we offered to sand and touch up the stringer. [redacted] asked our Representative ([redacted]) to not touch or do anything with the stringer the last time we were there. We will extend this offer again to see if the [redacted]’s would like us to touch it up.

If you have any questions please feel free to contact me at ###-###-####.

Sincerely

Vice President of Homebuilding

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The Charter warranty stipulates that outside of 'reasonable worksmanship' will the items be warrrantable...The steps are NOT reasonable worksmanship and the wood is not natural grain but a splitting of the boards in additional to the lack of sanding prior to installation and painting...These boards have not been prepped prior to install and after discussing with numerous contractors, we are all appalled at the lack of quality in these steps. Therefore, this IS a warrantable item due to lack of quality we paid for this upgrade... this is totally unacceptable and we will not be deterred to put an easy close to this case with an unwarrantable dismissal. We paid a lot of money for this ‘upgrade’ that Charter led us to believe would be a valuable addition to our home and Charter has not delivered. Either finish the job as it should have been done or refund or money.

In regards to our unresolved sewer issue, it is both our opinion and the tech's opinion that a problem does exist as no other home in the neighborhood is experiencing odor issues such as ours This, in and of itself is sufficient to raise a red flag on the overall install of our unit. After inspecting the unit, the tech did determine that the integrity and functionality of the unit is intact which only means that the unit itself has been ruled out of the possible cause for odor...The inspection of the unit was the first step in ruling out possible causes and now that it was, we must follow the next step in the progression of resolving this matter. John you and I discussed and agreed that a thorough inspection of the unit was a logical first step. It doesn't mean that this was ruled out that the problem doesn't exist, it means that we need to move onto ruling out other potential causes. The charcoal filter recommended by the Tech was to address the symptom as we progressed thru our diagnosis of external potential causes, this is NOT the solution to the problem, but rather something to mask the underlying problem until it can be properly resolved. Again, how can this be a ‘non-warrantable’ item as it certainly is not correct.

Additionally, we still have a water downspout issue that was brought up on several occasions in the past; including with I believe both [redacted] and [redacted]. The water coming off the front right side of the garage roof pours over the side of the small (approximately 3’ long) gutter at the garage corner and pours down along the home foundation. We had this problem before installation of the gutter leaf guard and still have it now as well. We did send videos previously showing this issue. We need to have the appropriate roofer/contractor take a look and provide a solution to eliminate this problem before there are basement issues.

The front door was replaced as promised; however, there are still some gaps around the stone work to siding interface that need to be filled since the door was installed.

The pattern of extremely slow, long drawn out and only partial resolution of underlying problems and quality of workmanship issues is unnacceptable.

Regards,

Business

Response:

--------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Dec 13, 2013 at 11:42 AM

Subject: RE: [redacted]’s complaint #[redacted]

To: "[redacted]>

Cc: [redacted] <[redacted]>, [redacted] <[redacted]>

Dear [redacted]:

In response to your email notification regarding [redacted]’s complaint ID# [redacted]. We are currently working on addressing [redacted]’s concerns. I have copied below the last list that I received from [redacted]. I also have put notes next to each concern as to when the issues will be addressed.

Front door replacement:

1. Painter never caulked around light switch leaving a weird gap / hole appearance – (Scheduled for 12/13/13)

2. Charter was to order and install a longer metal strike plate as it is too short with the trim molding around the door frame. The trim is currently being damaged / marked again. – (Scheduled for 12/16/13)

3. The door installer didn't have a 1/4 round piece to replace the one he removed. This is still missing. – (Scheduled for 12/16/13)

4. The hole is too shallow where the dead bolt lock is inserted, I cannot twist the lock completely to lock it! It needs to be notched out a bit more to fit the length of the lock. – (Complete).

5.Exterior stone contractor needs to fill in gaps where new door didn't quite replace old door. – (Scheduled 12/13/13)

6. Rear door was painted but trim on the door was not! Equally missing screw covers! Can you acquire some from door vendor? – (Scheduled for 12/13/13)

7. Air is still coming thru side door where door vendor made some adjustments. Can you send him back as this is not resolved. This was an issue equally brought to [redacted]s attention (last winter) without a response. I noticed the air seal along the door doesn't go to the bottom, this might help if it were right sized? – Completed

8. Per the video and pictures sent prior to you ( and equally remaining unresolved when first brought to [redacted]'s attention ) down spouts need to be connected to resolve the overflow of rain water missing the gutters entirely at front right corner of garage roof, water is pooling at the foundation! Completed

9. Sewer inspector made mention of sending someone else out to diagnose our grinder pit since after a few discussions, they feel it odd that this is occurring; Have not received a timeframe. [redacted] scheduled an inspection with the manufacture that took place on 11/25/13. Since then [redacted] has asked [redacted] (Charter Rep) to order carbon filters which will be delivered by 12/23/13.

10. Stairs, at this point we are extremely doubtful that Charter will be able to present a satisfactory solution that will meet the level of expectation established by your sales rep. Your feedback and solution is welcomed, but if this cannot be provided, then we are requesting a refund on this ‘upgrade’. Currently scheduled for 12/20/13. [redacted] informed [redacted] she may need to move the date. We will accommodate accordingly.

If you have any questions please feel free to contact me at ###-###-####.

Sincerely,

Vice President of Homebuilding