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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Complaint: [redacted]I am rejecting this response because:
Just because other subdivisions or developers do the same thing doesn't make it right for the homeowners. There is a correct way to do it which allows homeowners to water their lawns when they see fit. There are also builders who cut corners and do not install the proper infrastructure to support the number of homes that are built. Coleman homes cuts many corners, period and this is just one of them. When we bought our home we were never told of a water schedule or restrictions. The way out for Coleman Homes is to blame the homeowners for watering at the same time instead of putting up the money to make it right. I highly doubt this will happen as their continued approach is to put the responsibility on the homeowners in the communities he builds. It's only a matter of time before Coleman Homes will be chased out of Idaho like he was in Bakersfield and Las Vegas. Sincerely,[redacted]
that upon deciding to purchase and build a Coleman Home at West Highlands, the [redacted] had the opportunity to choose their own lot from a variety of home-sites available. At the time, this cul-de-sac area was mostly empty from any other homes and the lots were newly released to sell. Buyers have the opportunity to build the home they want on the lot they choose and we, in turn, build according to the municipality codes, covenants, restrictions and standards.
A few weeks into the process, the [redacted]’ made us very aware of their concern regarding the empty lots next to where they were building and the placement of homes and how it would affect their view. The construction schedule was put on hold in order to have a face-to-face meeting regarding their concerns. We gave them the opportunity to cancel their contract and after the meeting they decided to move forward. Notes from our customer service manager are below regarding that conversation:
We met with the [redacted]’ at their home site on August 18th and showed them a site plan of the worst case scenario for the neighboring lot, as they have stated. At that time it was explained to them that we couldn’t guarantee how the neighboring home would be oriented on the lot. They were made aware of how the home next door could possibly be oriented and decided to move forward with their purchase.
Mike L[redacted] | Customer Service Manager
[redacted]
We stand behind our position that the [redacted] concerns were addressed, there were reasonable solutions offered and their choice was to move forward. The purchase and sales agreement states the following:
Views. We make no representations about any particular view the community or your lot may enjoy currently or in the future. The evaluation of any such view is highly subjective and a personal matter. Any view may be partially, materially or completely obstructed by a variety of factors, such as (a) the planting of trees, shrubs, plants or other landscaping, (b) the growth and propagation of landscaping existing or to be planted in the future, and (c) current and future construction within and outside the community, including, without limitation, the construction fences, walls, roof tops, buildings, decks and other improvements. We make no statements or assurance with respect to the construction and future improvements and landscaping that may have an impact upon the view from the community and your lot.
Municipality building codes and covenants are in place for this reason. Next door neighbors are not given the right to dictate the placement and construction of property they do not own. We comply one-hundred percent to municipality development codes and covenants and maintain our position to continue building on Lot 6 Block 10 in West Highlands. Attached are documents from the [redacted] purchase including the Purchase & Sales Agreement, Maps & Site Plans and other supporting documents.
SUSAN S[redacted] | Executive Vice President
p: 208.424.0020 ext. [redacted] | [redacted]@mycolemanhome.com
mycolemanhome.com
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
At this point we feel we have done everything we can to address Mrs. [redacted] concerns. We’ve had landscape and concrete professionals evaluate her home. Their determination is that there is nothing wrong with the concrete and any water problems are related to her own watering schedule and yard maintenance.We encourage Mrs. [redacted] to have her concerns evaluated by an independent third party. We will happily review any information she obtains from an independent third party and feel confident that their findings will be consistent with ours. We will continue to address any other warranty items Mrs. [redacted] has throughout the duration of her warranty period.Sincerely,[redacted]Vice PresidentColeman Homes
Complaint: [redacted]I am rejecting this response because: the irrigation system we have is insufficient. We do not need a larger pump, we need more than one for the number of houses we have. We need each pump to take care of a specific number of homes. Of course when you have 1 pump servicing hundreds of homes the pump will go down. Separate the systems, add pumps and not put all of your planning failures on the homeowners of this community. Take ownership and fix the problem!!Sincerely,[redacted]
Tell us whyOctober 13, 2015Dear [redacted], I have reviewed the entire service history for your home andbelieve that we have met our obligations as they pertain to the servicerequests that you submitted during the period in which your home was coveredunder our “Limited One Year Warranty”. I’m sorry that you feel as if we haven’t met ourobligations, however, as you stated in your letter we have responded to yourrequests on numerous occasions to resolve your concerns and had not heard fromyou for a number of months after our last service visits. Your warranty period has expired as of2/20/2014, and at this point your home seems to be exhibiting the need forregular maintenance that every home requires for normal wear and tear.
We have inspected your concrete and our response to your concerns on your patio and driveway are as follows: The cracking on your front porch is attributed to heaving of the concrete during the freezing temperatures combined with higher than normal levels of moisture due to the amount of snow we...
received this winter. This in turn caused the concrete to crack and become uneven. Our inspection, now that the temperatures have been above freezing for a period of time, showed that the heaving had receded and the cracking observed this winter has also become much less significant. We were specifically looking to see if the patio columns were by chance sinking, and it was clearly evident that this was not the case. Therefore, no repairs will be made at this time. If in the future it is determined that the columns are thought to be sinking, we will re-evaluate the situation at that time and make the appropriate repairs. Cracking of any concrete whether on the porch, walkway and/or driveway caused by the heaving of frozen soil is not covered under our warranty. We have no control over the amount of moisture in the soil, and therefore, cannot be held responsible for what happens when that moisture freezes. The only cracking of concrete that could be covered under warranty would have to occur in the absence of a heaving condition, be wider than ¼” in width, and be within the 1 year warranty period. Finally, the flaking of the surface of the concrete can be caused by a multitude of different circumstances beyond our control, including ice melt or salts applied to the concrete and de-icing products used on the streets dripping off of cars parked on the driveway. There are just too many possible causes beyond our control to make this a warrantable issue. All of the concerns addressed above are not specific to our communities. These are issues that are evident in communities’ throughout the valley after the worst winter we’ve endured in 30+ years. We live in an area of the country that experiences a 100+ degree swing in temperatures during the course of a year, and this can, and will, take a toll on concrete. This can further be evidenced by the number of our local roads that have experienced deterioration caused by heaving, moisture and extreme weather this past winter.
. There was more than miscommunication, more like lack of and false statements, yet it was made clear in the phone conversation that it doesn't matter and I got the feeling that no matter what was said I was the liar. That being said, I am glad that this will finally be finished so that we can in the near future, fix it correctly and get what we want while saving money. I do appreciate the quick phone call. And hope for future customers, the communication skills are better. 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. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: Although the initial paperwork was signed on the 20th of January, the agent at Coleman forgot several papers for us to sign. This is why the paperwork was NOT submitted until the 1st of February. It took Coleman homes 12 days to get the paperwork together, that's two weeks. Unacceptable. THEN, the agent refused to answer our questions (regarding different pricing options, so we could figure out our final budget) within even a week via email. We were never told that Coleman had a "surge" of buy backs, thus it was taking the broker longer than anticipated to get the buy back offer complete (we were told this after we cancelled our contract). This is NOT our agent's fault, she kept us very included in what the Coleman Agent was telling her (which was, he "didn't know" and he "would call"). The 10 business day timeline, turned into 27 days (after we cancelled our contract, Coleman contacted us via email to say that the buy back offer was completed 3/8/16). So even though they were very slow and disorganized in getting our paperwork together (finally) on 2/1/16, it still took them 27 days to complete the "10 day" buy back offer. This is why we are frustrated and cancelled our contact. Lack of communication, disorganization and inconsistent information. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:Regardless of whether you should or should not have signed a form the bottom line is you did. We have talked to several homeowners and they all have completion dates signed by you. This is not our first contract you have failed to meet the requirements on. This seems to be a continuous problem throughout the process. One that you make no effort to fix.Once again, we were the THIRD homeowners to move into the neighborhood. Four houses on our street were fully landscaped before our own (all of which moved in AFTER us, 2 of those houses were unoccupied). This also does not include the entire Garden side of the subdivision where several homes were landscaped due to your precious Parade home. Again all of those homeowners moved in after us. So whatever point you are trying to make is invalid and entirely false. Clearly our lawn could have been done on time had you actually tried to abide the contract. I think you fail to see the reason we are upset. You were given ample time and resources to complete our lawn on time and failed. You violated the contract and that is when we requested a refund. Instead of discussing our request with us you went ahead and did the work anyway. We asked for a refund in advance. It is not our problem you have zero ability to discuss matters with homeowners. This clearly is not an issue you are willing to fix considering once again we were given a date for other work to be completed on our home and yet again that date has come and past without the work done. Nor have we been given a date it will be completed. It seems the only time Coleman communicates with us is to give us false information and empty promises.
Sincerely,
[redacted]
Warranty for appliances is handled through Whirlpool directly. We apologize that they didn't respond in the manner they should have. We reviewed your situation with the company that supplies our appliances and asked that they get involved. They were able to reach out to Whirlpool...
and have informed us that Whirlpool is willing to exchange your double oven with a new one of the same model. I’m sorry your initial response from Whirlpool wasn’t one that anyone would consider reasonable, and we expect your new oven will function properly. Thank you for choosing Coleman Homes, and please let us know if you have any issues with your new oven.
Thank you for sending over the form, I do see it said the work would be
completed by the 22nd. It should not have been signed by our staff and
we will take this as a chance to educate our team so that it doesn't
happen again. I apologize for not meeting the date you wanted, but the
work was completed just three business days later. We have no control
over the weather and the availability of irrigation water, all of which
contributed to us not meeting that date. I feel that we communicated with you throughout the process and gave you
continuous updates on an estimated completion date. I don't think we lied or intentionally misled you, we relayed the information we were given by our landscaper on estimated completion dates, which changes continuously as work is completed out in the field. We did not feel
that we should skip other homeowners, who had been waiting just as long
or longer, to get to your house sooner.Once again, I apologize for not hitting the date you wanted. The work is now done, I'm not sure what your asking us to do at this point since the complaint is seeking us to refund the money for the landscaping so that you could complete it on your own.
The items noted in the complaint were not completed at the time of close because of the time of year. We are unfortunately unable to landscape in the winter. As a policy, Coleman Homes waits until the irrigation water is turned on before we will landscape any home. This allows us...
to make sure the sprinkler system is working properly and allows the homeowner to water their new landscaping. Being able to water new grass and plants increases their chances of survival dramatically. We could have put the landscaping in sooner, but the homeowner would have had to hand water everything using the city water system resulting in a significant cost to the homeowner.Irrigation water was turned on 4/14/16. Since then we have been busy installing landscaping on all homes that closed over the winter. Our landscaper works from street to street, this allows them to complete more homes in a shorter period of time. Unfortunately, the complainant doesn't live on one of the first streets to be completed. We are getting to her home as soon as we can and it should be completed by Wednesday the 27th, just 9 business days from the date the irrigation water was made available. All of this information was relayed to the homeowner.I am not aware of any guaranteed date of completion. The attached contract addendum only states that funds will be withheld from Coleman Homes until the work has been completed. We don't guarantee completion dates because we don't know the exact date irrigation water will become available or when the weather will allow us to complete the landscaping.The title company held funds on this home for other items that weren't able to be completed because of the weather, in addition to the landscaping, at 150% of our cost. The title company currently holds more than $10,000 for this home. Despite having most of the items completed, we don't get any fund released until all of the items are complete. It's in our best interest to get the landscaping done as soon as possible.
Complaint: [redacted]
I am rejecting this response because: the repairs in the landscaping were done not in a timely manner. The sprinklers were not damaged because of my doing. Ask my neighbors who have the same landscaping issues. I have a gate that can not open because of issues of landscape and also flooding and damage was done before I used my truck to access my back yard. That is why and Coleman put in a 12 foot gate. Another issue as explained their landscape company used a heavy dump skid and drove over the lawn as well. The issue was s not with just my landscape but many homes built at or around the same time.
Sincerely,
[redacted]
Regarding Mr. [redacted] remarks, the frustration seems to stem from the timeline for receiving a Buy Back Offer. Our company policy regarding buy back offers states they should be received within 10 business days of an accepted contract. Due to market conditions, these buy...
back offers are taking a bit longer. The [redacted] contract was not fully executed and signed by the seller until 2/1/2016. Please keep in mind a fully executed contract with all the necessary pieces in place did not happen until February 1st as you will see by the attached.
Our investigation of the timelines and paperwork looks like this:
· Purchase & Sale Agreement (PSA) Contract Submitted & signed by buyers: 1/20/2016
· PSA signed by seller/Coleman Homes: 2/1/2016
· Outside Realtor notified of Buy Back on [redacted] existing home: 2/3/2016
· Buyer sent email notice of cancellation on: 2/24/2016
· Trade up offer received on: 2/25/2016
·
I would be more than happy to answer questions or provide more information if needed. Please don't hesitate to contact me at:
[redacted], I am writing you in response to Complaint ID [redacted]. In order to respond to each issue of the complaint, I have attempted to itemize each individual issue and provided a response. -The Customers’ statement that she was told that, "You have 30 days to write down everything...
you see is wrong and we correct it."There is a 30 day review we do with all of our homeowners, but the home has a full year warranty. This was explained to her multiple times and is also clearly detailed in her paperwork. -She was required to use Pioneer Title CoPioneer Title has been in business more than 60 years and has an A+ rating with the Revdex.com. We use Pioneer Title because they are a well-respected company and, in our experience, provide excellent customer service. We believe any issues she had during her closing were addressed by Pioneer Title. -Grading and draining issues with her lotGrading was done per the specifics of our engineers and inspected by city officials. Coleman Homes’ employees have also been out to the Customers’ home many times since to verify it was done correctly and have found no problems. Some yards will be higher than others so that water will drain properly over the whole neighborhood. Our primary concern is that water is not draining in to her home. It is normal for some water to pool in the middle of the yard during a heavy rainstorm. Also during a heavy rainstorm, water may also travel from her neighbor’s yard to hers. If water is pouring through her fence on a regular basis then her neighbor is overwatering her yard. We have no control over her neighbor’s watering habits. - Water accumulation has destroyed part of The Customers’ grass and killed her trees.Any issues with dead grass and trees were due to an improper watering schedule. The Customer has repeatedly refused to let us help her set her sprinkler timer. She told us that she likes to manually water because she has to pick up dog poop in her yard. Despite not watering properly, we did replace one of her trees. There is also dead grass in her back yard from dog pee spots. She has two German Shepherds. -Her neighbor’s sprinklers water the side of her house. “I had to put up a fence to stop that. I also had to remove about $200.00 of my heavy bark as her watering caused me to have earwiqqlers all over. “We have talked to the neighbor and helped them adjust their sprinklers. We believe this problem has been corrected. -Concrete Spot ConcernsWe’ve had numerous meetings her and even brought in the concrete installer and concrete supplier to meet with her and inspect the driveway. There aren’t any spots other than the natural variations in color in the concrete during its cure process. Our warranty representative walked her though the neighborhood and showed her that the color of her driveway is consistent with most of the driveways in the neighborhood. Our warranty representative never told her it was spots from fertilizer. He showed her pictures of what it would look like if it were spots caused by fertilizer to point out that it wasn’t from Fertilizer. -"There are big blotches on my living room wall and son's bedroom." He gave me paint to "match" the blotches. The paint does nothing for the blotches. The paint is bleeding through in many places. Upon touching up, the paint does not match. whatsoever. “We have no idea what she’s talking about, this is not something she has ever discussed with us. We re-painted the entire living room and dining room walls at her request prior to her closing on her home and she signed off on the work. If she is doing some paint touch-ups on her own, the color won’t exactly match the existing paint. Walls that were painted months ago will fade slightly from exposure to sunlight. If I missed addressing any of her concerns please let me know. We will continue to work with the Customer on any other warranty issues, but we feel we have addressed the above issues properly. Thank you,
[redacted]
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.
Regarding case #[redacted], I would like to withdraw this complaint at this time. Sincerely, [redacted]
Mr. [redacted] is not being truthful He did break a sprinkler head with his garbage can and blamed us when it flooded. We fixed it at no charge. The landscapers did not use heavy equipment when they repaired his yard, it was all done by hand. Mr. [redacted] has been extremely abusive to all of our trade partners, making it difficult to get anyone over to his home to make repairs. Despite that we are still willing to fix his drywall issues and his gate. We are working to get the repairs scheduled.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Complaint: [redacted]I am rejecting this response because:
Just because other subdivisions or developers do the same thing doesn't make it right for the homeowners. There is a correct way to do it which allows homeowners to water their lawns when they see fit. There are also builders who cut corners and do not install the proper infrastructure to support the number of homes that are built. Coleman homes cuts many corners, period and this is just one of them. When we bought our home we were never told of a water schedule or restrictions. The way out for Coleman Homes is to blame the homeowners for watering at the same time instead of putting up the money to make it right. I highly doubt this will happen as their continued approach is to put the responsibility on the homeowners in the communities he builds. It's only a matter of time before Coleman Homes will be chased out of Idaho like he was in Bakersfield and Las Vegas. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Please know...
that upon deciding to purchase and build a Coleman Home at West Highlands, the [redacted] had the opportunity to choose their own lot from a variety of home-sites available. At the time, this cul-de-sac area was mostly empty from any other homes and the lots were newly released to sell. Buyers have the opportunity to build the home they want on the lot they choose and we, in turn, build according to the municipality codes, covenants, restrictions and standards.
A few weeks into the process, the [redacted]’ made us very aware of their concern regarding the empty lots next to where they were building and the placement of homes and how it would affect their view. The construction schedule was put on hold in order to have a face-to-face meeting regarding their concerns. We gave them the opportunity to cancel their contract and after the meeting they decided to move forward. Notes from our customer service manager are below regarding that conversation:
We met with the [redacted]’ at their home site on August 18th and showed them a site plan of the worst case scenario for the neighboring lot, as they have stated. At that time it was explained to them that we couldn’t guarantee how the neighboring home would be oriented on the lot. They were made aware of how the home next door could possibly be oriented and decided to move forward with their purchase.
Mike L[redacted] | Customer Service Manager
[redacted]
We stand behind our position that the [redacted] concerns were addressed, there were reasonable solutions offered and their choice was to move forward. The purchase and sales agreement states the following:
Views. We make no representations about any particular view the community or your lot may enjoy currently or in the future. The evaluation of any such view is highly subjective and a personal matter. Any view may be partially, materially or completely obstructed by a variety of factors, such as (a) the planting of trees, shrubs, plants or other landscaping, (b) the growth and propagation of landscaping existing or to be planted in the future, and (c) current and future construction within and outside the community, including, without limitation, the construction fences, walls, roof tops, buildings, decks and other improvements. We make no statements or assurance with respect to the construction and future improvements and landscaping that may have an impact upon the view from the community and your lot.
Municipality building codes and covenants are in place for this reason. Next door neighbors are not given the right to dictate the placement and construction of property they do not own. We comply one-hundred percent to municipality development codes and covenants and maintain our position to continue building on Lot 6 Block 10 in West Highlands. Attached are documents from the [redacted] purchase including the Purchase & Sales Agreement, Maps & Site Plans and other supporting documents.
SUSAN S[redacted] | Executive Vice President
p: 208.424.0020 ext. [redacted] | [redacted]@mycolemanhome.com
mycolemanhome.com
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
At this point we feel we have done everything we can to address Mrs. [redacted] concerns. We’ve had landscape and concrete professionals evaluate her home. Their determination is that there is nothing wrong with the concrete and any water problems are related to her own watering schedule and yard maintenance.We encourage Mrs. [redacted] to have her concerns evaluated by an independent third party. We will happily review any information she obtains from an independent third party and feel confident that their findings will be consistent with ours. We will continue to address any other warranty items Mrs. [redacted] has throughout the duration of her warranty period.Sincerely,[redacted]Vice PresidentColeman Homes
Complaint: [redacted]I am rejecting this response because: the irrigation system we have is insufficient. We do not need a larger pump, we need more than one for the number of houses we have. We need each pump to take care of a specific number of homes. Of course when you have 1 pump servicing hundreds of homes the pump will go down. Separate the systems, add pumps and not put all of your planning failures on the homeowners of this community. Take ownership and fix the problem!!Sincerely,[redacted]
Tell us whyOctober 13, 2015Dear [redacted], I have reviewed the entire service history for your home andbelieve that we have met our obligations as they pertain to the servicerequests that you submitted during the period in which your home was coveredunder our “Limited One Year Warranty”. I’m sorry that you feel as if we haven’t met ourobligations, however, as you stated in your letter we have responded to yourrequests on numerous occasions to resolve your concerns and had not heard fromyou for a number of months after our last service visits. Your warranty period has expired as of2/20/2014, and at this point your home seems to be exhibiting the need forregular maintenance that every home requires for normal wear and tear.
We have inspected your concrete and our response to your concerns on your patio and driveway are as follows: The cracking on your front porch is attributed to heaving of the concrete during the freezing temperatures combined with higher than normal levels of moisture due to the amount of snow we...
received this winter. This in turn caused the concrete to crack and become uneven. Our inspection, now that the temperatures have been above freezing for a period of time, showed that the heaving had receded and the cracking observed this winter has also become much less significant. We were specifically looking to see if the patio columns were by chance sinking, and it was clearly evident that this was not the case. Therefore, no repairs will be made at this time. If in the future it is determined that the columns are thought to be sinking, we will re-evaluate the situation at that time and make the appropriate repairs. Cracking of any concrete whether on the porch, walkway and/or driveway caused by the heaving of frozen soil is not covered under our warranty. We have no control over the amount of moisture in the soil, and therefore, cannot be held responsible for what happens when that moisture freezes. The only cracking of concrete that could be covered under warranty would have to occur in the absence of a heaving condition, be wider than ¼” in width, and be within the 1 year warranty period. Finally, the flaking of the surface of the concrete can be caused by a multitude of different circumstances beyond our control, including ice melt or salts applied to the concrete and de-icing products used on the streets dripping off of cars parked on the driveway. There are just too many possible causes beyond our control to make this a warrantable issue. All of the concerns addressed above are not specific to our communities. These are issues that are evident in communities’ throughout the valley after the worst winter we’ve endured in 30+ years. We live in an area of the country that experiences a 100+ degree swing in temperatures during the course of a year, and this can, and will, take a toll on concrete. This can further be evidenced by the number of our local roads that have experienced deterioration caused by heaving, moisture and extreme weather this past winter.
. There was more than miscommunication, more like lack of and false statements, yet it was made clear in the phone conversation that it doesn't matter and I got the feeling that no matter what was said I was the liar. That being said, I am glad that this will finally be finished so that we can in the near future, fix it correctly and get what we want while saving money. I do appreciate the quick phone call. And hope for future customers, the communication skills are better. 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. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because: Although the initial paperwork was signed on the 20th of January, the agent at Coleman forgot several papers for us to sign. This is why the paperwork was NOT submitted until the 1st of February. It took Coleman homes 12 days to get the paperwork together, that's two weeks. Unacceptable. THEN, the agent refused to answer our questions (regarding different pricing options, so we could figure out our final budget) within even a week via email. We were never told that Coleman had a "surge" of buy backs, thus it was taking the broker longer than anticipated to get the buy back offer complete (we were told this after we cancelled our contract). This is NOT our agent's fault, she kept us very included in what the Coleman Agent was telling her (which was, he "didn't know" and he "would call"). The 10 business day timeline, turned into 27 days (after we cancelled our contract, Coleman contacted us via email to say that the buy back offer was completed 3/8/16). So even though they were very slow and disorganized in getting our paperwork together (finally) on 2/1/16, it still took them 27 days to complete the "10 day" buy back offer. This is why we are frustrated and cancelled our contact. Lack of communication, disorganization and inconsistent information. Sincerely,[redacted]
Complaint: [redacted]
I am rejecting this response because:Regardless of whether you should or should not have signed a form the bottom line is you did. We have talked to several homeowners and they all have completion dates signed by you. This is not our first contract you have failed to meet the requirements on. This seems to be a continuous problem throughout the process. One that you make no effort to fix.Once again, we were the THIRD homeowners to move into the neighborhood. Four houses on our street were fully landscaped before our own (all of which moved in AFTER us, 2 of those houses were unoccupied). This also does not include the entire Garden side of the subdivision where several homes were landscaped due to your precious Parade home. Again all of those homeowners moved in after us. So whatever point you are trying to make is invalid and entirely false. Clearly our lawn could have been done on time had you actually tried to abide the contract. I think you fail to see the reason we are upset. You were given ample time and resources to complete our lawn on time and failed. You violated the contract and that is when we requested a refund. Instead of discussing our request with us you went ahead and did the work anyway. We asked for a refund in advance. It is not our problem you have zero ability to discuss matters with homeowners. This clearly is not an issue you are willing to fix considering once again we were given a date for other work to be completed on our home and yet again that date has come and past without the work done. Nor have we been given a date it will be completed. It seems the only time Coleman communicates with us is to give us false information and empty promises.
Sincerely,
[redacted]
Warranty for appliances is handled through Whirlpool directly. We apologize that they didn't respond in the manner they should have. We reviewed your situation with the company that supplies our appliances and asked that they get involved. They were able to reach out to Whirlpool...
and have informed us that Whirlpool is willing to exchange your double oven with a new one of the same model. I’m sorry your initial response from Whirlpool wasn’t one that anyone would consider reasonable, and we expect your new oven will function properly. Thank you for choosing Coleman Homes, and please let us know if you have any issues with your new oven.
Thank you for sending over the form, I do see it said the work would be
completed by the 22nd. It should not have been signed by our staff and
we will take this as a chance to educate our team so that it doesn't
happen again. I apologize for not meeting the date you wanted, but the
work was completed just three business days later. We have no control
over the weather and the availability of irrigation water, all of which
contributed to us not meeting that date. I feel that we communicated with you throughout the process and gave you
continuous updates on an estimated completion date. I don't think we lied or intentionally misled you, we relayed the information we were given by our landscaper on estimated completion dates, which changes continuously as work is completed out in the field. We did not feel
that we should skip other homeowners, who had been waiting just as long
or longer, to get to your house sooner.Once again, I apologize for not hitting the date you wanted. The work is now done, I'm not sure what your asking us to do at this point since the complaint is seeking us to refund the money for the landscaping so that you could complete it on your own.
The items noted in the complaint were not completed at the time of close because of the time of year. We are unfortunately unable to landscape in the winter. As a policy, Coleman Homes waits until the irrigation water is turned on before we will landscape any home. This allows us...
to make sure the sprinkler system is working properly and allows the homeowner to water their new landscaping. Being able to water new grass and plants increases their chances of survival dramatically. We could have put the landscaping in sooner, but the homeowner would have had to hand water everything using the city water system resulting in a significant cost to the homeowner.Irrigation water was turned on 4/14/16. Since then we have been busy installing landscaping on all homes that closed over the winter. Our landscaper works from street to street, this allows them to complete more homes in a shorter period of time. Unfortunately, the complainant doesn't live on one of the first streets to be completed. We are getting to her home as soon as we can and it should be completed by Wednesday the 27th, just 9 business days from the date the irrigation water was made available. All of this information was relayed to the homeowner.I am not aware of any guaranteed date of completion. The attached contract addendum only states that funds will be withheld from Coleman Homes until the work has been completed. We don't guarantee completion dates because we don't know the exact date irrigation water will become available or when the weather will allow us to complete the landscaping.The title company held funds on this home for other items that weren't able to be completed because of the weather, in addition to the landscaping, at 150% of our cost. The title company currently holds more than $10,000 for this home. Despite having most of the items completed, we don't get any fund released until all of the items are complete. It's in our best interest to get the landscaping done as soon as possible.
Complaint: [redacted]
I am rejecting this response because: the repairs in the landscaping were done not in a timely manner. The sprinklers were not damaged because of my doing. Ask my neighbors who have the same landscaping issues. I have a gate that can not open because of issues of landscape and also flooding and damage was done before I used my truck to access my back yard. That is why and Coleman put in a 12 foot gate. Another issue as explained their landscape company used a heavy dump skid and drove over the lawn as well. The issue was s not with just my landscape but many homes built at or around the same time.
Sincerely,
[redacted]
Regarding Mr. [redacted] remarks, the frustration seems to stem from the timeline for receiving a Buy Back Offer. Our company policy regarding buy back offers states they should be received within 10 business days of an accepted contract. Due to market conditions, these buy...
back offers are taking a bit longer. The [redacted] contract was not fully executed and signed by the seller until 2/1/2016. Please keep in mind a fully executed contract with all the necessary pieces in place did not happen until February 1st as you will see by the attached.
Our investigation of the timelines and paperwork looks like this:
· Purchase & Sale Agreement (PSA) Contract Submitted & signed by buyers: 1/20/2016
· PSA signed by seller/Coleman Homes: 2/1/2016
· Outside Realtor notified of Buy Back on [redacted] existing home: 2/3/2016
· Buyer sent email notice of cancellation on: 2/24/2016
· Trade up offer received on: 2/25/2016
·
I would be more than happy to answer questions or provide more information if needed. Please don't hesitate to contact me at:
SUSAN S[redacted] | Executive Vice President
[redacted], I am writing you in response to Complaint ID [redacted]. In order to respond to each issue of the complaint, I have attempted to itemize each individual issue and provided a response. -The Customers’ statement that she was told that, "You have 30 days to write down everything...
you see is wrong and we correct it."There is a 30 day review we do with all of our homeowners, but the home has a full year warranty. This was explained to her multiple times and is also clearly detailed in her paperwork. -She was required to use Pioneer Title CoPioneer Title has been in business more than 60 years and has an A+ rating with the Revdex.com. We use Pioneer Title because they are a well-respected company and, in our experience, provide excellent customer service. We believe any issues she had during her closing were addressed by Pioneer Title. -Grading and draining issues with her lotGrading was done per the specifics of our engineers and inspected by city officials. Coleman Homes’ employees have also been out to the Customers’ home many times since to verify it was done correctly and have found no problems. Some yards will be higher than others so that water will drain properly over the whole neighborhood. Our primary concern is that water is not draining in to her home. It is normal for some water to pool in the middle of the yard during a heavy rainstorm. Also during a heavy rainstorm, water may also travel from her neighbor’s yard to hers. If water is pouring through her fence on a regular basis then her neighbor is overwatering her yard. We have no control over her neighbor’s watering habits. - Water accumulation has destroyed part of The Customers’ grass and killed her trees.Any issues with dead grass and trees were due to an improper watering schedule. The Customer has repeatedly refused to let us help her set her sprinkler timer. She told us that she likes to manually water because she has to pick up dog poop in her yard. Despite not watering properly, we did replace one of her trees. There is also dead grass in her back yard from dog pee spots. She has two German Shepherds. -Her neighbor’s sprinklers water the side of her house. “I had to put up a fence to stop that. I also had to remove about $200.00 of my heavy bark as her watering caused me to have earwiqqlers all over. “We have talked to the neighbor and helped them adjust their sprinklers. We believe this problem has been corrected. -Concrete Spot ConcernsWe’ve had numerous meetings her and even brought in the concrete installer and concrete supplier to meet with her and inspect the driveway. There aren’t any spots other than the natural variations in color in the concrete during its cure process. Our warranty representative walked her though the neighborhood and showed her that the color of her driveway is consistent with most of the driveways in the neighborhood. Our warranty representative never told her it was spots from fertilizer. He showed her pictures of what it would look like if it were spots caused by fertilizer to point out that it wasn’t from Fertilizer. -"There are big blotches on my living room wall and son's bedroom." He gave me paint to "match" the blotches. The paint does nothing for the blotches. The paint is bleeding through in many places. Upon touching up, the paint does not match. whatsoever. “We have no idea what she’s talking about, this is not something she has ever discussed with us. We re-painted the entire living room and dining room walls at her request prior to her closing on her home and she signed off on the work. If she is doing some paint touch-ups on her own, the color won’t exactly match the existing paint. Walls that were painted months ago will fade slightly from exposure to sunlight. If I missed addressing any of her concerns please let me know. We will continue to work with the Customer on any other warranty issues, but we feel we have addressed the above issues properly. Thank you,
[redacted]
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.
Regarding case #[redacted], I would like to withdraw this complaint at this time. Sincerely, [redacted]
Mr. [redacted] is not being truthful He did break a sprinkler head with his garbage can and blamed us when it flooded. We fixed it at no charge. The landscapers did not use heavy equipment when they repaired his yard, it was all done by hand. Mr. [redacted] has been extremely abusive to all of our trade partners, making it difficult to get anyone over to his home to make repairs. Despite that we are still willing to fix his drywall issues and his gate. We are working to get the repairs scheduled.