Country Traditions

Dear MsTilghman - ? Thank you for the opportunity to look into the Revdex.com assigned ID ***.? While we can appreciate the frustration that the consumer must be experiencing, there is no action that Ryan Homes will be taking.? ? There was no witness to the accident that damaged the
consumer's vehicle.? This is effectively a hit and run and should be treated as such.? Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter.? Please let us know if have any additional concerns on this issue.? Kind regards,Corporate Customer Relations

Dear *** ***, Thank you for the opportunity to review the Revdex.com assigned ID ***.? Prior to the receipt of this complaint, Ryan Homes has communicated with the consumer on multiple occasions regarding the grade, landscaping, sod and trees.? The consumer settled on their new home
on 6/24/2015.? Prior to settlement they raised concern about their yard to their project manager.? The project manager elevated the concern to the production management team.? NVR Production Managers walked the lot and home at this time, and they communicated thru the project manager that the yard was finished and graded per code and our contract.? A fully irrigated and sodded yard was provided to the customers.? As part of the New Home Orientation paperwork was provided to and signed by the customers explaining expectations and maintenance required for the yard and trees.? There is no warranty on sod, shrubs, or trees installed by NVR.? The home is a basement home directly between two other homes.? There are homes behind this home, and there is a drainage easement and swale at the rear of the home.? In the middle of this easement is a yard inlet designed to collect water from neighboring homes and remove via pipe underground from the community.? The yard was graded to allow the yard in question and neighboring yards to drain correctly.? There is a swale installed between the houses and along the rear property line.? Multiple times after settlement the customer has inquired with questions and complaints to different members of the NVR team.? At each step the customer (or realtor who inquired on their behalf) have been given the same response.? Five individuals with over sixty (60) years of building experience have inspected the yard at various occasions, and there were no warrantable issues.? The customer requests various changes to the lot, and asked for us to rework and re-sod the yard after they installed a concrete patio.? In the months following settlement, the consumer came to us with a quote of $to redo the yard.? We had two of the landscapers we use give a quote as a good faith to the customer because the original quote we felt was too high.? Both quotes came in under $800, with the low quote being $675.? On 11/9/15, Ryan Homes offered to pay for half of the work to be completed and started the process to schedule.? The customer agreed on 11/10/15, and told us they would coordinate with us once they did other work in the yardWe followed up on the schedule on 11/30/15, and the customer response was positive and indicated the work was almost complete, and that they should be ready for our help soon.? On 12/14/we sent them a release to sign so we can start the work.? The customer responded promptly that they were no longer going to accept our offer and instead seek compensation thru the legal system.? We offered once again to reimburse them, but they declined.It has been approximately seven months since we have had another conversation about the topic.? After multiple reviews and conversations we feel that the yard has been graded properly, and the yard was per the contract.? The offer to reimburse the customer that was previously agreed upon, $337.50, will still be honored upon their approvalRyan Homes appreciates the efforts of the Revdex.com in bringing closer to this matter.? Please do not hesitate to contact us if you have any addition questions or concernsKind regards, Corporate Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
? Complaint: ***
I am rejecting this response because: Ryan Home is? trying to muddle? two issues into one:Issue A fix that resulted in additional creaking problems which was neither reviewed or attempted to be reviewed by the Ryan property managerI would like these additional creaking problems caused by a previous attempt to fix reviewed & corrected? by Ryan Homes.? If Ryan accepts this proposal, both the Ryan representative and I? will agree on the scope and extent of the? fix and put this issue behind usIssue The second issue stems from my concern about the structural integrity of the floor in wake of the severe noises heard when a person walks on itI would like to propose that Ryan share with me the design intent (maximum load bearing capacity of the beam) and maximum allowable deflection of the floor above the bulkheadAt minimun, I would like to get the? the engineering contact that I should be working with to get this information.? ? Both issues are exclusive and must be addressed separately
Regards,
*** ***

Dear Ms*** - ? Thank you for the opportunity to look in the Revdex.com ID ***.? Ryan Homes has reached out to the consumer to review the complaint.? Ryan Homes is working with the consumer to address all outstanding warrantable items, as well as the drywall.? 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 additional questions? Kind regards,Corporate Customer Relations

Dear *** ***-Thank you for the opportunity to look into the Revdex.com ID ***.? Our Ryan Homes service team has agreed to meet the consumer at his home on Wednesday, June 21st to review and inspect the concerns outlined in this complaint.? Ryan Homes appreciates the efforts of the
Revdex.com in bringing closer to this concern.? Please do not hesitate to contact us if you have any additional questions.Kind regards,Corporate Customer Relations

Dear *** *** ??" Thank you for forwarding the Revdex.com complaint assigned ID ***.? Ryan Homes has reviewed the concerns submitted by the consumer and agreed to work directly with our customer to address the issues outlined in the complaint.? Ryan Homes is committed to see this issue
through to resolution with 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 additional concernsKind regards, Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID *** Prior to the receipt of this complaint, Ryan Homes received a service request for the same concerns All items were address and completed by our Ryan Homes service team We appreciate 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
Best regards,
Corporate Customer Relations

[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 ***, however all claims that were made were true, and well documented? The check was canceled after the fact that NVR agreed to release us from the agreement and actually suggested cancelling as it had not been cashed (see email between NVR and customer) and before NVR made any agreement to return my fundsThis can be seen by the check cancel date? That being said this resolution is satisfactory to me?
Regards,
*** ***

Date: Mon, Jul 31, at 1:PMSubject: Dear ***? ***? -Thank you for the opportunity to look into the Revdex.com ID ***.? Prior to the submission to the Revdex.com complaint, the consumer had reached out to our Customer Care team.? Our team forwarded the request for service to the
Ryan Homes service team.? Our service team responded within minutes receiving the request; agreeing to address the concerns outlined in the complaint.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this complaint.? 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 assigned ID ***.? Ryan Homes has reviewed the complaint and would like to clarify.? There may have been a misunderstanding with terminology; ? ? an easement is a restriction that is recorded against a
portion of a property which either grants access or restricts an action.? Ryan Homes has not created an easement on the consumer’s property as we have worked to resolve the soil erosion.? Ryan Homes has worked directly with the consumer to ensure the drainage issue is properly addressed.? 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.Regards,Corporate Customer Relations

Dear Ms*** - ? Thank you for the opportunity to look into the Revdex.com ID ***.? Ryan Homes will gladly assist the consumer in scheduling his drywall repairs during business hours? 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

[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 ***, and find that this resolution is satisfactory to me.? My wife and I would like to have this complaint remain open until all work has been completed ?
Regards,
*** ***

Dear *** *** - ? ? ? ? ? ? ? ? ? ? ? ? Thank you for the opportunity to respond to the Revdex.com ID? ***.? Prior to the receipt of this complaint, Ryan Homes was made? aware of the ongoing concerns regarding the owner’s shower tile
but at this point Ryan Homes does not intend on providing the requested tear out and replacement of the tile in the consumer's home.? Following inspections by representatives from the original flooring installer, a secondary installer, a Ryan Homes Service Manager and a Ryan Homes Production Manager, it is the consensus of all parties that there is nothing wrong with the workmanship and/or installation of the tile that would necessitate any further repairs.? ? ? ? ? ? ? ? ? ? ? ? ? However, as a matter of customer relations, we have offered one of the following two options:? Remove the tile from the bench top and install a solid surface top, or, Refund the amount of the non-standard options that were selected at the time of contract.? ? This is in addition to all the repairs that have already been made, again as a matter of customer relations, despite the Ryan Homes Service Manager suggesting from the very beginning of this process that there were no installation or workmanship issues with the tile.? ? ? ? ? ? ? ? ? ? ? ? ? While we understand that the tile in the shower does not meet the consumer's expectations, it is performing as designed and to this point there have been no warrantable issues discovered.? We apologize for the misunderstanding concerning the promise of completely new tile and grout in your shower but based on conversations with our Service Manager, this commitment was never made on his behalf.? The sole purpose for bringing in another flooring contractor to assess the shower resulted from the consumer's demand that the original installation contractor not be allowed back into his home.? While this secondary contractor did assess and take measurements, their purpose was to provide potential solutions to the consumer's concerns (the niche and the bench) and to validate whether there were, in fact, installation and workmanship issues.? ? Please note that Ryan Homes is still willing to provide one of the two options listed previously in this letter.? 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 questions.? Kind regards,? Corporate Customer Relations? ?

Dear *** ***:
Thank you for the opportunity to look into the Revdex.com assigned ***
Prior to the receipt of this complaint, our Ryan Homes Service team responded to the consumer regarding the same issue Our service team has agreed to work directly with the consumer to address their
concerns Again, this agreement was made prior to the receipt of the Revdex.com
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 questions
Regards,
Corporate Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
? Complaint: ***
I am rejecting this response because:
I respectfully reject NV Homes response to our complaint regarding our master bathroom heating vent leak? First, I am pleased to hear that there are no structural issues concerning the integrity of the roof according to their assessment? The larger issue at hand is that this is a design flaw with how the vent is designed and placed? Representatives from both NV Homes and their sub contractor who performed the installation during the original construction of our home said as much to this issue.My desired resolution to the issue would be for NV Homes to correct the design flaw immediately along with replacing the damaged ceiling dry wall around the vent caused by the water that came through? I also find it hard to believe that this is acceptable, when none of our neighbors are having a similar issue? And if our neighbors were have a similar issue how this could be accepted as standard practice for a home builder of their reputationWhere is their pride in workmanship and quality? I find it rather disingenuous that in speaking with NV Homes representatives they shift blame for the current design to the that it is Frederick Country Building Code, rather than finding or developing a plausible solution for the problem at hand? They chose not to do anything because of the fact by doing so would set a precedent and would require NV Homes to act in the best interest of the customer rather then the shareholder
Regards,
*** ***

Dear *** *** ??"
Thank you for the opportunity to look into the Revdex.com ID ***
The consumer’s home was completed by February 26, The home was approximately days past the estimated date due to unforeseen weather Charlotte experienced record rains in November and December
Items brought up by the consumer during construction were noted and addressed There is no evidence of mold in the consumer’s home Wet items from the home were removed and replaced
Ryan Homes includes information in the homeowner’s documents stating that the consumer is to contact the HVAC Company for a “start-up” of the air conditioning As this action is to be taken by the consumer, Ryan Homes will not accept responsibility for it
All Ryan Homes have a Post Settlement walk through which is explained during pre-settlement This is an opportunity to address items after the home has been conditioned, including touch-up, nail pops, back ordered items to be installed, etc These items are scheduled to be completed prior to the Post Settlement walk through Ryan Homes does not negotiate our repairs or replacements for material or monetary items The backyard sod was offered as a courtesy prior to receipt of the Revdex.com complaint Ryan Homes’ goal is to complete any miscellaneous items and to continue to support any warrantable items that come up during their covered time period
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

[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 ***, and find that this resolution is satisfactory to me.?
Regards,
*** *** ***? ? Thank you for your assistance Revdex.com.? I will expect my check in the next business days.? Should I not receive the returned deposit, I will continue to file the complaint

Dear Ms*** - ? Thank you for the opportunity to look into the Revdex.com ID ***.? Prior to the receipt of this complaint, our Ryan Homes service team scheduled repair to be completed Tuesday, September 5th.Ryan Homes appreciates the efforts of the Revdex.com in bringing
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 ***.? NVHomes has contacted the consumer and is working toward an acceptable solution.? Please do not hesitate to contact us if you have any additional concerns.? NVHomes appreciates the efforts of the
Revdex.com in bringing closure to this concern.Kind regards,Corporate Customer Relations