Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: *** *** - Community
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@khov.com
KHovnanian Homes will pay the $additional dollars to Illinois American Water as requested
If you have any questions
please contact me at XXX-XXX-XXXX
Sincerely
*** ***
Community Manager
KHovnanian Homes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], before giving my approval I want to see what the outcome will be as far as replacing my AC unit. A few days after my complaint someone was supposed to come look at my AC unit and call me back the next day....that never happened. I ended up calling a week after I was initially told that I would receive a phone call and heard nothing back for a few days. I was contacted the other day that they will replace my unit but someone will come Wednesday the 23rd to look at my unit first. I will give my approval once my AC unit is replaced and this issue is resolved.
Sincerely,
[redacted]
Response to [redacted] Complaint: I met with Mr. and Mrs. [redacted] of Friday 1/22/16 at 2:30 pm to discuss the following issues: 1: They do not like the fact that the microwave exhaust goes into a sheet metal box on an outside wall that does not allow insulation to be installed in that area of the...
wall. They also were upset that cold air can draft into the microwave and cause frost. This has only occurred on the absolute coldest day of the year and this has not happened since. We have installed their microwave exhaust system to our specifications which have been approved by the City of Aurora. Mr. [redacted] wanted me to remove the exhaust box, insulate the area and use a straight connector from the back of the microwave through the wall. I explained that this will not alleviate the problem of the potential of having cold air drafting back into the microwave. Mr. [redacted] has referenced a video of an unaccredited source on the internet and wants us to match how the gentleman on the video installed the fan, which is routing is up through the cabinet above, using a 90 degree elbow and then a straight piece of pipe through the wall to a spring loaded exhaust box. I have agreed to install the ducting to this method even though it is done correctly per our spec and per city code. 2: There is damage on their hall bath shower that was not noted on an orientation form because it was not there at the time of their closing. I had agreed at our 1/22/16 to send our fiberglass repair guy out to get it done when we agree to set up a service date. 3: Mr. [redacted] does not like the tape seams on his ceiling. We have already had the drywall company out for 3 days repairing them and he still is not happy. I agreed that if they want us to work on them more we can do it, but I would like to do it at the time of the 11-month warranty work. (Again, I feel they are fine). They agreed to this in email correspondence pasted below: From: [redacted] [[redacted]@hotmail.com] Sent: Tuesday, January 26, 2016 12:34 PM To: [redacted], [redacted] Subject: RE: Friday Meeting Thanks for the prompt follow up from our Friday meeting. Just to make sure that our expectations with regards to the outside wall and microwave are understood, we have listed them below: 1) It is our expectation that the existing vent for the microware will be removed and the hole closed and sealed. The entire outside wall should be insulated. 2) The existing microwave should be reinstalled using the appropriate equipment and tools. We have decided to wait until the 11th month to resolve the issue with the ceilings and will get back to you with the toilet selection as soon as we have received the options that are available to us. ...⇄ Thanks again for the support! 4: There is a window in the master bedroom that we have to replace and I agreed to have this done at our 1/22/16 meeting. 5: Mr. [redacted] is upset that his toilets do not have enough flushing capacity to handle the size of his bowel movements. I explained to him that the state mandated toilets only have a flushing capacity if 1.28 gallons per flush. He says that this is a health and safety issue and that the toilets are defective. I disagreed with him but agreed to upgrade him to either of the toilet upgrades that we offer. He chose to go with the [redacted] toilets that we offer. I explained that these toilets have the same 1.28 flushing capacity and that we will not be liable when the new toilets still do not handle his bowel movements. 6: There has now been a new issue brought up which is he wants us to remove drywall to insulate above all windows. This is coming up because I tried explaining to him that there is no insulation above any window due to having a structural header above every window. He clearly does not understand construction as this is impossible and this will not be done. K. Hovnanian has been upfront and diligent in responding to Mr. [redacted] concerns. He is an unreasonable customer that does not understand how new homes are built. [redacted] Community Manager K. Hovnanian Homes [redacted]
This customer had an issue with their HVAC system and did not give us the opportunity to fix the problem. We offer a 2-year warranty with the HVAC system in the home and all the customer had to do was contact us and we would have had our trade fix the issue. They decided to go outside...
our warranty process and have the problem fixed at their own cost. We will not be reimbursing any monies spent that were not authorized.Sincerely,[redacted]
To Whom It May Concern: [redacted] is going out there on Wednesday to look at the A/C to see if we can replace a part or if A/C unit needs to be replaced, as well as, confirm size of unit as they weren't the original contractor. They will replace part or unit the week after...
Thanksgiving depending on part availability or lead time for new unit. Homeowner is happy with what we are doing and timeline. Best Regards, [redacted]Community Manager
Initial Business Response /* (1000, 5, 2015/03/11) */
Contact Name and Title: *** *** - Community
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@khov.com
KHovnanian Homes will pay the $additional dollars to Illinois American Water as requested
If you have any questions
please contact me at XXX-XXX-XXXX
Sincerely
*** ***
Community Manager
KHovnanian Homes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], before giving my approval I want to see what the outcome will be as far as replacing my AC unit. A few days after my complaint someone was supposed to come look at my AC unit and call me back the next day....that never happened. I ended up calling a week after I was initially told that I would receive a phone call and heard nothing back for a few days. I was contacted the other day that they will replace my unit but someone will come Wednesday the 23rd to look at my unit first. I will give my approval once my AC unit is replaced and this issue is resolved.
Sincerely,
[redacted]
Response to [redacted] Complaint: I met with Mr. and Mrs. [redacted] of Friday 1/22/16 at 2:30 pm to discuss the following issues: 1: They do not like the fact that the microwave exhaust goes into a sheet metal box on an outside wall that does not allow insulation to be installed in that area of the...
wall. They also were upset that cold air can draft into the microwave and cause frost. This has only occurred on the absolute coldest day of the year and this has not happened since. We have installed their microwave exhaust system to our specifications which have been approved by the City of Aurora. Mr. [redacted] wanted me to remove the exhaust box, insulate the area and use a straight connector from the back of the microwave through the wall. I explained that this will not alleviate the problem of the potential of having cold air drafting back into the microwave. Mr. [redacted] has referenced a video of an unaccredited source on the internet and wants us to match how the gentleman on the video installed the fan, which is routing is up through the cabinet above, using a 90 degree elbow and then a straight piece of pipe through the wall to a spring loaded exhaust box. I have agreed to install the ducting to this method even though it is done correctly per our spec and per city code. 2: There is damage on their hall bath shower that was not noted on an orientation form because it was not there at the time of their closing. I had agreed at our 1/22/16 to send our fiberglass repair guy out to get it done when we agree to set up a service date. 3: Mr. [redacted] does not like the tape seams on his ceiling. We have already had the drywall company out for 3 days repairing them and he still is not happy. I agreed that if they want us to work on them more we can do it, but I would like to do it at the time of the 11-month warranty work. (Again, I feel they are fine). They agreed to this in email correspondence pasted below: From: [redacted] [[redacted]@hotmail.com] Sent: Tuesday, January 26, 2016 12:34 PM To: [redacted], [redacted] Subject: RE: Friday Meeting Thanks for the prompt follow up from our Friday meeting. Just to make sure that our expectations with regards to the outside wall and microwave are understood, we have listed them below: 1) It is our expectation that the existing vent for the microware will be removed and the hole closed and sealed. The entire outside wall should be insulated. 2) The existing microwave should be reinstalled using the appropriate equipment and tools. We have decided to wait until the 11th month to resolve the issue with the ceilings and will get back to you with the toilet selection as soon as we have received the options that are available to us. ...⇄ Thanks again for the support! 4: There is a window in the master bedroom that we have to replace and I agreed to have this done at our 1/22/16 meeting. 5: Mr. [redacted] is upset that his toilets do not have enough flushing capacity to handle the size of his bowel movements. I explained to him that the state mandated toilets only have a flushing capacity if 1.28 gallons per flush. He says that this is a health and safety issue and that the toilets are defective. I disagreed with him but agreed to upgrade him to either of the toilet upgrades that we offer. He chose to go with the [redacted] toilets that we offer. I explained that these toilets have the same 1.28 flushing capacity and that we will not be liable when the new toilets still do not handle his bowel movements. 6: There has now been a new issue brought up which is he wants us to remove drywall to insulate above all windows. This is coming up because I tried explaining to him that there is no insulation above any window due to having a structural header above every window. He clearly does not understand construction as this is impossible and this will not be done. K. Hovnanian has been upfront and diligent in responding to Mr. [redacted] concerns. He is an unreasonable customer that does not understand how new homes are built. [redacted] Community Manager K. Hovnanian Homes [redacted]
This customer had an issue with their HVAC system and did not give us the opportunity to fix the problem. We offer a 2-year warranty with the HVAC system in the home and all the customer had to do was contact us and we would have had our trade fix the issue. They decided to go outside...
our warranty process and have the problem fixed at their own cost. We will not be reimbursing any monies spent that were not authorized.Sincerely,[redacted]
To Whom It May Concern: [redacted] is going out there on Wednesday to look at the A/C to see if we can replace a part or if A/C unit needs to be replaced, as well as, confirm size of unit as they weren't the original contractor. They will replace part or unit the week after...
Thanksgiving depending on part availability or lead time for new unit. Homeowner is happy with what we are doing and timeline. Best Regards, [redacted]Community Manager
We will contact the customer this week and reimburse the expense for the furnace repair. Thank you,[redacted]Area Vice President[redacted]
Complaint: [redacted]
I am rejecting this response because: K Hovnanian has integrity.
Sincerely,
[redacted]