Country Traditions

Dear *** ***:
Thank you for the opportunity to look into the Revdex.com ID *** Our Ryan Homes service team will contact the consumer to set an appointment to review the concerns outlined in the Revdex.com
We appreciate the efforts of the Revdex.com Please let us know if you have
any questions
Kind regards,
Corporate Customer Relations

Dear Ms*** -Thank you for the opportunity to look into the Revdex.com assigned ID ***. We have reviewed this complaint and found that Ryan Homes disclosed “The appraisal fee is refundable if the loan is denied or withdrawn prior to ordering the appraisal.” The consumer’s appraisal
was ordered days prior to settlement to ensure we would have the completed report in plenty of time for her July settlementPer the Pennsylvania disclosure document titled Application Disclosure dated January 21, her appraisal funds given to NVR Mortgage were paid to the appraiser at that point. Unfortunately, Ryan Homes is unable to honor the consumer’s request for refund.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter. Please let us know if you have any additional concerns. Kind regards,Corporate Customer Relations

*** *** *** * Thank you for your opportunity to look into the Revdex.com assigned ID ***. We have reviewed the complaint and understand that the consumer is experiencing a roof leak over his living room. In his complaint, the consumer notes that he had the roof leak
repaired after contacting his insurance company on separate occasions. Ryan Homes was first contacted regarding this issue following the repairs made by a roofer independent from Ryan Homes. The issue that the consumer is experiencing on his Ryan Home is over years beyond a warrantable time frame and not one that we will be taking responsibility for. Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern. Please do not hesitate to contact us if you have any questions. Kindly,Corporate Customer Relations

From: ***Date: Tue, Dec 13, at 11:AMSubject: ComplaintsTo: Hi I am writing to you about complaint #*** my name is *** *** I put in a complaint about my gas furnace not working since I purchase the house from Ryan's homes and I want you to know that they gave me a new furnace and installed for free the same way I complaint I want you to give them great resolve they did what they where supposed to do thank for your help in guide them along to the right decisionSent from my ***

Dear *** ***,
Thank you for letting us know about the additional consumer concerns for the Revdex.com ID *** *** Homes will continue to work with the consumer to provide options to address the issue Please let us know if you have any questions
Regards,
Corporate Customer Relations

Dear *** *** - Thank you for the opportunity to look into the Revdex.com ID ***. Our Ryan Homes warranty team has contacted the consumer and agreed to review all of the invoices involved in the consumer’s repair. Ryan Homes will work directly with the consumer this information is received.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern. Please do not hesitate to contact us if you have any questions. Kind regards.Corporate Customer Care

Dear *** *** -
Thank you for forwarding the additional comments to the Revdex.com ID *** Our Ryan Homes Sales and Marketing Representative has confirmed with the consumer that the requested square footage amounts were received and that the spreadsheet he sent over was filled out correctlyAdditionally, we have verbally and via email offered the consumer the opportunity to re-select or remove any flooring items that he does not see the value in by Friday Feb 19th
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter Please do not hesitate to contact us if you have any additional concerns
Kind regards,
Corporate Customer Relations

Dear *** *** - Thank you for the opportunity to look into the Revdex.com ID ***. Prior to the receipt of this complaint, our Ryan Homes warranty team was made aware of the issue the consumer experienced. Our warranty team worked with the installing vendor to inspect the installation
of the exterior hose bib. The vendor found an issue with the installation and the repair has been completed at no cost to the consumer.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern. Please do not hesitate to contact us if you have any questions.Kind regards,Corporate Customer Relations

Dear Ms*** * Thank you for the opportunity to look into the Revdex.com ID ***. We apologize for the experience the consumer outlines in her complaint. We find the claims of the consumer to be unfounded. Our division manager, production manager and sales manager
communicated with the consumer frequently throughout her purchase/building process and made concession/changes above and beyond their purchase agreement. In response to this complaint, our division manager has reached out to the consumer to discuss her grievance. Our Customer Care call center is available Monday - Thursday from am to pm and Friday from am to pm and can be reached at *** if the consumer needs any warrantable items to be addressed. *** *** appreciates the efforts of the Revdex.com in bringing closure to this concern. Please do not hesitate to contact us if you have any questions. Kind regards,Corporate Customer Care

*** *** *** *
*Thank you for the opportunity to look into the Revdex.com assigned ID ***. Our local management team has reviewed this concern and found that the original loan application included both the consumer and his spouse. In this scenario, the loan is approved.
Once the loan was being processed, the consumer insisted that his spouse be removed form the loan and he adjusted his personal income to receive a denial. Ryan Homes sent a default letter due to the consumer not acting in good faith during the loan process.As a good faith gesture, Ryan Homes will issue a mutual release and return funds. Ryan Homes appreciates the efforts of the Revdex.com in brining closure to this concern. Please do not hesitate to let us know if you have any questions. Kind regards,Corporate Customer Relations

Dear *** *** -
Thank you for the opportunity to look into the Revdex.com ID *** We have reviewed the claims of the consumer and our Ryan Homes Service Manager has previously reviewed our findings with the consumer
It was found that what the consumer was experiencing was creaking within
the bulkhead such as duct work, framing of the bulkhead and perhaps plumbing pipes and was not a result of loose flooring or a defect and this was related to the flexing (deflection) of the wood framing members which is in wood frame construction We also reviewed with the consumer that we would make a reasonable attempt to stop the creaking however; we could not guarantee a squeak/creak free home The noise the consumer had been experiencing is a result of flexing of the framing members, humidity changes and environmental conditions both inside and outside of your home These noises are nonstructural in nature and should be expected as the wood construction in your home continues to dry, settle and age
Ryan Homes has made a more than "reasonable" attempt to quiet the creaking by removing the drywall from the bulkhead, securing all of the framing members with screws, adding additional fasteners on the HVAC ductwork bracing and taking additional measures to limit noise from plumbing pipes and brackets within the bulkhead
Ryan Homes will not take any further action with regard to this matter We appreciate the efforts of the Revdex.com in bringing closure to this concern Please do not hesitate to contact us if you have any additional questions
Best Regards,
Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to respond to the Revdex.com assigned ID *** *** *** Homes acknowledges the concerns outlined in the complaint and our management team will contact the consumer the week of January 11th, as requested by the consumer
*** *** Homes
appreciates the efforts of the Revdex.com in bringing closure to this matter Please do not hesitate to contact us if you have any questions
Kind regards,
Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID *** Prior to the receipt of this Revdex.com complaint, the consumer contacted our Customer Care and our Ryan Homes service team contacted the consumer to schedule a time to meet and review his concerns Our Ryan Homes
service team met with the consumer on Monday, November 23rd and has agreed to work with the consumer to provide options to address the issues outlined in the complaint
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to the matter Please do not hesitate to contact us if you have any additional questions
Best regards,
Corporate Customer Relations

Dear *** ***,
Ryan Homes is in receipt of the complaint generated by the consumer with the Revdex.com ID *** We take this complaint, its resolution and our customer service very seriouslyWe also acknowledge that any service related issue for our customers can be a frustrating experience, and
one that we make every effort to address and minimize We have put forth significant effort to coordinate service visits to address those concerns
The consumer noted items outstanding that we would like to respond to:
Noise and vibration concerns related to the outside air conditioning unit, adjacent to the master bedroomThe consumer indicates it has been a "phone tag game"The following is a record of service interaction from our HVAC Contractor and Ryan Homes Service Manager attempting to diagnose and respond to the customers concerns
• 3/4/Ryan Homes was made aware of this concernOn the same date a message was left for the consumer from our HVAC Contractor that they were aware of the issue, and were calling to schedule a service appointment
• 3/26/HVAC Contractor left a 2nd message after not getting any response to the message left on 3/4/
• 3/26/HVAC Contractor left a 3rd message in regards to the work order of 3/4/
• 4/2/HVAC Contractor left a 4th message in regards to the work order of 3/4/
• 4/7/Work was scheduled and performed on the unit in an effort to reduce the noise
• 4/28/A new service call was received indicating the noise was still presentWork was scheduled for 5/14/
• 5/14/The consumer was not home and the appointment was cancelled
• 5/27/The consumer called back about the noiseService was set for 5/28/
• 5/28/Upon inspection it was determined additional work was necessary and a follvisit was scheduled for 6/19/
• 6/19/Upon arrival for the service call, the consumer was not home and the appointment was cancelled
• 6/23/The consumer called back about the noiseA service appointment was scheduled for 6/25/
• 6/25/The consumer canceled the appointment and told the HVAC Company he would call back to schedule a new appointment
• 7/15/After numerous calls to the consumer and cancelled appointments, Ryan Homes sent the consumer a letter dated 7/15/15, documenting the most recent canceled appointment and requesting he reschedule the appointment at his earliest convenience
• 8/4/Ryan Homes Customer Service call center received a service call for the HVAC noise issueOur Service Manager returned the call that same day, but had to leave the consumer a message
• 8/6/Ryan Homes received the Revdex.com Complaint
• 8/7/After leaving messages for the consumer on 8/6/15, the Ryan Homes Division Manager spoke to him on 8/7/
• Ryan Homes scheduled a service call for 8/12/to address all issues noted in the complaint
• 8/11/The consumer called our Service Manager late in the day to cancel the service appointment scheduled for 8/12/and rescheduled the appointment for 8/21/
• Ryan Homes and the HVAC Contractor feel we have done everything possible to coordinate with the consumer to respond to the HVAC issue Multiple no shows to appointments and cancelations from the customer have prevented this from occurringWe do feel we know the cause and remedy for the issue, and are ready to address it as soon as we can gain access to the home
Floor in the master closet makes loud "crunching noises"We were first made aware of this issue on 8/4/Our warranty period is for one year on this type of item The consumer settled on their home on 5/16/14, therefore, this issue is no longer under warranty
"Header in the Kitchen has an unbelievable warp" • This item had been discussed previously and it was agreed to be addressed during the customer year drywall inspectionThat inspection has been scheduled for 8/17/This appointment has been scheduled for this date for several weeksWe have not been given the opportunity to address this item, and therefore disagree that with the statement that we have been unresponsive
Baseball size hole below the stoveThis service call was received on 6/23/Our technician went to the home on 6-24-and repaired the hole mentioned
Irrigation System does not function properlyThis service call was received on 6/26/ As this item was beyond the warrantee period, the consumer was instructed to contact the irrigation company to schedule service to adjust the sprinkler headsHe indicated to our service personnel at that time that he may do the work himself
Regardless of our warranty periods, as a customer courtesy Ryan Homes has agreed to review all of the items noted in the consumers Revdex.com complaint during our service appointment scheduled for 8/17/and 8/21/ Ryan Homes has communicated this to the consumer as wellRyan Homes will continue to stand behind our product and we will continue to work towards satisfactory resolution for any items present and future in the consumer’s home
We appreciate the efforts of the Revdex.com in bringing closure to this complaint Please do let us know if you have any additional concerns
Best regards,
Corporate Customer Relations

Dear *** ***,
Thank you for the notification on the consumers additional concerns
The condition that the consumer is describing is vinyl siding distortion This condition can occur when reflected solar energy combines with ambient temperature and direct sunlight exposure to essentially cause melting to the siding This is an effect that is environmental (and therefore not warrantable) Ryan Homes stands by our previous response Ryan Homes has a One Year Limited Warranty on the siding The consumer settled on her home in February and is more than years beyond that warrantable time frame Ryan Homes will be happy to provide guidance to the consumer to remedy the situation as well as provide contact information for a vendor that can perform the work for the consumer at her expense
Ryan Homes kindly requests that the Revdex.com review the original complaint, rejection and the responses to the consumers claims and bring closure to this matter
Regards,
Corporate Customer Relations

Dear *** *** - Thank you for the opportunity to look into the Revdex.com ID *** The Loan Estimate attachment sent by the consumer is the second of two Loan Estimate. This was given due to a change order that was received. The Loan Estimate states that the loan is NOT
locked The consumer was never promised of a locked rate at that time. When a borrower chooses to lock in a rate, we do not wait for a signature but lock them based on their verbal request Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern. Please do not hesitate to contact us if you have any questions. Kind regards,Corporate Customer Relations

Dear Ms*** - Thank you for forwarding the additional comments from the consumer. Ryan Homes has met with the consumer and offered to pay another company to make the repairs during business hours. The consumer has not responded to our offers. Therefore, we plan on taking no further action at this time.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this complaint. Please do not hesitate to let us know if you have any additional concerns.Kind regards,Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID *** Ryan Homes has reviewed the consumers concerns and agreed to pay the carpet credit discussed in the complaint
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter
Please let us know if you have any questions
Best Regards,
Corporate Customer Service

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com assigned *** *** Since the receipt of this concern, our Ryan Homes team has worked with the manufacturer to locate materials for the repair
The materials are scheduled to be delivered on September 23rd and Ryan
Homes will schedule the repair for the consumer the week of the September 28th Ryan Homes has spoken to the customer about the delivery and getting the wood repaired as soon as we receive the deliveryThe consumer has requested that the manufacturer inspect the quality and durability of the floor Ryan Homes is working with the manufacturer to schedule this inspection at the time we complete the repair
We appreciate the efforts of the Revdex.com in bringing closure to this concern Please let us know if you have any questions
Best regards,
Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to respond to the Revdex.com assigned ***
NVHomes is in no way able to guarantee the non-removal of trees behind the consumer’s property This subject matter is covered in the original purchase agreement in section Adjacent Land Use and was
initialed and signed by the consumer in acknowledgement We have attached the mentioned for your reference
We appreciate the efforts of the Revdex.com to bring closure to this matter Please do not hesitate to contact us if we can be of any further assistance
Regards,
Corporate Customer Relations