Country Traditions

Dear [redacted] - Thank you for the opportunity to look into the Revdex.com ID [redacted] .? Prior to the receipt of this complaint, NVHomes Division Manager, Production Manager and Project Manager reviewed the consumer’s concerns.? We acknowledged and apologized for the issues outlined in the consumer’s complaint.? NVHomes is monitoring the progress to ensure all work is done correctly and completed in a timely manner.? NVHomes expects completion by Friday, June 10th.NVHomes appreciates the efforts of the Revdex.com in bringing closure to this matter.? Please let us know if you have any questions.Kind regards,Corporate Customer Relations

Dear [redacted] - Thank you for forwarding? the Revdex.com ID [redacted] .? NVR has reviewed the complaint and learned their concern has been addressedPrior to closing, the granite will be? replaced at no additional cost to the homeowner? Please let us know if you have any questions.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 [redacted] and find that this resolution is satisfactory to me.? Regards, [redacted] ***

[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: [redacted] I am rejecting this response because: Although I realize there is no legal claim, I expect a company with a high Revdex.com rating to take it's customer service more seriously? There is not even an apology on the sales person's behalf? Having a sales person tell me they would take care of me, then hiding behind a legal document once they messed up, really violates the spirit of a company that should be treating it's customers with more care? If NVR/Heartland is unwilling to make this right, and wishes to no longer respond, then I ask the Revdex.com to document this as an unresolved complaint and it should affect the company's rating accordingly? Thanks again for your help Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , NVHomes customer service manager and I have agreed to look into the problem when it occurs.? Regards, [redacted]

[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 as Answered] ? Complaint: [redacted] I am rejecting this response because: it is untrueThey stated that they responded "immediately." My original complaint was due to a lack of response from Ryan HomesI will be more than happy to provide the email chain which clearly shows them not responding, and me continually asking for a response.? Another lie: the mirror did not have a chip in itIt was defective from the inside- not on the surfaceThe service manager even put his finger on the defect and agreed that it was not a scratch/due to anything we didFinally, they never mentioned that the floor squeaks were not coveredHiram stepped on the squeaks and said "No problem, we can fix that for you." He never said it wasn't covered? ? Lastly, we received a rude voicemail message from the service manager, Hiram, also which I will be happy to forward onto the Revdex.com as proof of our mistreatmentWe shared the voicemail with the VP of Ryan Homes after he kindly reached out to usHe was very nice and apologetic.? I do not appreciate the half-truths in their response to the Revdex.comI will appreciate an honest response with how they actually treated us ? Regards, [redacted]

Dear [redacted] - Thank you for forwarding the additional comments from the consumer regarding the Revdex.com ID [redacted] Ryan Homes has worked out the details of the credit directly with the consumer and has attached a copy of the check 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 Ms [redacted] - ? Thank you for the opportunity to look into the Revdex.com ID [redacted] .? While we find the claims of the consumer to be unfounded, we will be refunding the deposit in the spirit of good customer service.? NVHomes 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 concerns.? ? Kind regards,Corporate Customer Care

Dear [redacted] , Thank you for the opportunity to review the Revdex.com assigned ID [redacted] .? 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

Dear [redacted] - Thank you for the opportunity to look into the Revdex.com ID [redacted] .? Our service team has reached out to the consumer on multiple occasions? and left messages with the request for a return call.? ? Once we are able to? reach the consumer we would like to have the opportunity to review this with the consumer at his home.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern.? Please let us know if you have any questions.Kind regards,Corporate Customer Relations

Dear [redacted] , Thank you for the opportunity to look into the Revdex.com ID [redacted] 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 [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***? ? 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 [redacted] - Thank you for the opportunity to look in the Revdex.com ID [redacted] . 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 [redacted] ?" Thank you for the opportunity to look into the Revdex.com ID [redacted] Ryan Homes has worked directly with the consumer to address the concerns outlined in the complaint We believe we have satisfactorily resolved the issue Ryan Homes appreciates the efforts of the RevDex.com bringing closure to this matter Please do not hesitate to contact us if you have any additional concerns Best regards, Corporate Customer Relations

Dear [redacted] - Thank you for forwarding the Revdex.com ID [redacted] Homes has resolved this issue directly with the consumer [redacted] 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 [redacted] - Thank you for forwarding the additional consumer concerns regarding the Revdex.com ID [redacted] .? Ryan Homes has reviewed the rejection.? The rejection notes that the consumer would simply like the complaint to remain open while Ryan Homes completes repairs and the engineer report is received.? Ryan Homes will continue to work with our customer to satisfy his structural concerns of his home.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern.? Please let us know if you have any questions.Kind regards,Corporate Customer Relations

Dear Ms [redacted] - Thank you for the opportunity to look into the Revdex.com ID [redacted] . 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

Dear [redacted] ?" ? Thank you for the opportunity to look into the Revdex.com ID [redacted] .? Ryan Homes has been in frequent communication with the consumer.? We are actively addressing several outstanding items and will continue to do so until all remaining items have been completed.? We confirmed with the consumer that there are no issues with his furnace and that the issues he was referring to were for a neighbor’s house.? At this time, we do not intend to schedule a meeting with the HOA, the developer and the homebuilder, but we will address all service tickets in a professional manner within a reasonable timeframe.? ? 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

Dear Ms [redacted] , Thank you for the opportunity to look into the Revdex.com assigned ID [redacted] We have looked into the consumer’s concerns and found that the water heater installed in her home was correctly sized based on Energy Star guidelines Our [redacted] Service Manager reviewed this information with the consumer on September 28th We appreciate the efforts of the Revdex.com in bringing closure to this matter Please let us know if you have any questions 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: There was a miscommunication in regarding to the Home owner's guide, and kindly enough, Ryan home team contacted me for full explanations, and also provided enough materials & actions on issues I raised from the previous complaintsAlso regarding to the Radon test, I was able to get the copy which I have not received back then, and I am able to monitor the levels from now on.They constructed quality home, and also provided excellent and prompt customer services, also, learned the process of their customer services this time.I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is VERY satisfactory to me.? Regards, [redacted] ***