Craftmark Homes, Inc.

[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: The company has failed to offer any kind of plan of action to repair the floor even after again visiting my residence on 6-27-and acknowledging the areas of concern in the floorI would now like to proceed to the next step
Regards,
*** ***

To Whom It May Concern:
*** chose the date for an inspection of her flooring to be Friday, June 27th between - 10; she chose not to have the flooring contractor come on 6/6/entry - *** - Revdex.com*** - submitted 5-12-- inspection 6/-
hump in floor kitchen to living-dining room; board separation.Kind Regards,
*** ***
Customer Service Office Manager
Craftstar Homes

This letter is in response to the above referenced Revdex.com Complaint submitted by Mr*** regarding the above-referenced Contract
Initially, I would like to point out that Craftmark is not a party to the Contract from which Mr***'s Revdex.com Complaint is basedIndeed, the Contract at issue is between ** * ** (Seller) and the ***s (Buyer)Craftmark is not a contracting party, Craftmark is merely the “Builder” referenced in the Contract and has no obligation -- contractual or otherwise -- to either Mr*** or Ms***Any complaint regarding the Contract should be addressed to Seller, and not CraftmarkHowever, for the reasons that follow, Mr***'s purported Claims have no basis in fact or law, and this matter should be closed without any negative findings/inferences against either Craftmark or SellerAs background, the ***s entered into their Contract with Seller in July The ***s applied for and received a “Loan Pre-Approval Certificate.” from *** on September 24, As a result, and pursuant to the Contract, the ***s signed and returned a Release of Financing Contingency Addendum (“Release”) on October 19, 2014, That Release made the Buyer's Contract obligation to timely close and tender the full purchase price at closing non-contingent, regardless of financingThe return of the executed Release before construction is required because Seller -- not Buyer -- is at greater risk should Buyer not complete Settlement on the Property for any reasonIn such an event, as this case here, Seller is then left with a built, particularized and unsold home (a.k.a“spec") in inventory for which it continues to incur substantial overhead and interest carry charges until the Property is resold on the market, and is at risk for the loss if when the Property sells for less than the purchase price that Buyer contracted to pay, which is exactly what occurred hereAs such, Seller prudently and expressly requires that Buyer waive any financial contingency before construction begins and Seller takes on that unnecessary riskSeller fully constructed the house and notified Buyer that Settlement on the Contract was scheduled for May 15, 2015, in accordance with the terms of the ContractHowever, Buyer was not prepared to settle on the Property despite their agreement in the Contract to the contraryEvidently, *** had requested documentation from Buyer to show where certain deposit payments came from to satisfy the conditions of Buyer's loan commitment and requested a co-signor for the loanBuyer failed to provide either of those requested documents or a co-signor for the loan to ***As such, *** did not approve Buyer's loan.Seller properly placed Buyer in default of the Contract because Buyer failed to (timely or otherwise) tender closing and/or the required purchase price in clear and material breach of the ContractNonetheless, Seller -- gratuitously and without obligation -- agreed to extend the time for settlement (without penalty to Buyer) provided that Buyer was able to tender the purchase price (whether from financing or otherwise) and complete settlement on or before June 5, Seller even provided Buyer with another recommended lender (First Portfolio), but First Portfolio also did not approve the Buyer's loan application and again Buyer was not able to complete settlementAccordingly, Seller sent a letter to Buyer terminating Buyer's rights under the Contract on August 7, 2015, and retaining the deposit monies and reserving Seller's full range of default remedies in regard to Buyer's breachNonetheless, Seller (through its counsel) attempted to negotiate an amicable resolution with Buyer (through their counsel *** ***, Esq.) that would allow, under certain conditions, Buyer to proceed to closing and Seller to apply the retained Deposit to the purchase price at any such closingHowever, Buyer still was not able to obtain the requisite purchase financing to complete settlementSince Seller has been paying interest and incurring overhead costs on the house that had been completed since May 2015, Seller was obligated to mitigate the damages caused by Buyer's breach by placing the house/Property on the open marketIn late October, Seller entered into a contract with a new Buyer, but for less than the total purchase price that the ***s agreed to pay under their Contract with SellerAs a result, Seller retained the Deposit and closed the matter with respect to the ***s,
I would be happy to provide the letters and documents referenced in this letter should you so requireHowever, under these facts (and applicable law as we understand it), it is beyond doubt that Buyer's rights under the Contract were properly terminated as a result of Buyer's failure to timely complete settlement and Seller's retention of the Deposit in this context is above reproach in all respectsAccordingly, Craftmark and Seller respectfully request that you close your file regarding this matter without any negative findings/inferences against eitherThank you

July 17, To Whom It May Concern, This letter is in response to Revdex.com claim #***, posted by *** *** at *** *** *** ***
***, MD *** on May 12, Craftstar Homes has a warranty in place to help assist Homeowners with all aspects of their home over the course of ownershipOurwarranty timeline, procedure, and coverage is detailed with the homeowner on many occasions throughout the home purchasing processIt is discussed at time of Contract, Pre-Settlement Demonstration (PSD), and again at the Final InspectionThe Final Inspection is completed within the first one year of occupancy.Craftstar Homes refers to the Maryland Quality Builders Warranty for all aspects of new home construction. *** agreed to terms and guidelines of this Quality Builders Warranty (QBW) at time of contract (signed document attached)The QBW details Wood Flooring coverage on page of the QBW manual (page attached).Craftstar Homes and Dunn’s Floor Covering were contacted on a few different occasions regarding flooring concerns of *** within the first one yearOn each occasion (referenced in the attached report) Craftstar Homes and *** *** scheduled inspections of the flooring areas in question, and scheduled work as neededThere were a few occasions when hardwood “gapping” was in question, and it was determined that the result was “seasonal gapping” which was during winter months when there is low humidity in the air which causes hardwood flooring to dry outThe QBW states “The owner is responsible for maintaining proper humidity levels in the home”Other inspections of the hardwood flooring resulted in *** *** removing and replacing hardwood boards under the homeowners limited warranty agreementOn all inspections at the *** *** *** *** property the hardwood flooring in question was inspected, referenced to the QBW, andreplaced as needed under the QBW guidelines, by both Craftstar Homes and *** ***The limited warranty agreement for Hardwood Flooring starts on the day of settlement*** ***’s settlement date was October 12, The first one year warranty period ended on October 12,
*** filed her hardwood flooring claim with Revdex.com well out of her one year warranty agreement with both Craftstar Homes, and QBW on May 12, Upon follow up inspection on June 27, with Craftstar Homes and *** *** it was determined that no action was required under the Quality Builders WarrantyDuring the follow up inspection both Craftstar and *** *** referenced the QBW specs for wood flooring, and explained that no action was needed*** *** representative demonstrated methods thehomeowner can maintain hardwood flooringCraftstar Homes has fulfilled its Builders Responsibility under the guidelines of Quality Builders WarrantyNo further action pertainingto this flooring concern will take placeSincerely,Craftstar Homes, IncBeverly Road, Suite 300Mclean VA, 22101Manager for ** ***, LLC

Into my month of a new home purchase, my wife and I noticed an intermittent thumping noise coming from our microwaveAfter ensuring the turntable was properly installed, we decided to call the Appliance Service company that Craftmark has assigned to our homeAfter weeks, the Appliance Service company sent a technician to our house who in turn said it required a new motorDuring this first visit the technician and ourselves noticed that the turntable would spin clockwise and counter clockwiseAfter another weeks, the technician came out replaced the motor and stated that the model we had should not have been turning in the counter clockwise directionThe next day, the turntable was spinning counter clockwise and the thumping noise was heard againWe contacted the Appliance Service company and Craftmark againA few days later, the Appliance Service company sent a technician out again who said “yeah this is not right” and that he would need to talk with his team to figure out the next stepsAfter not hearing back for a day, I called and left emailsThe appliance service company sent me an email that essentially said they did not know what else they could do and needed to reach out to GE for adviceThey also asked me to video tape the issue and Craftmark finally engagedCraftmark was on all the emails, and had not responded until this timeThe Craftmark representative came out and could not reproduce the issueI came home that evening, reproduced the issue and texted the Craftmark representative a video showing the counter-clockwise spin and thumping noisedays later, Craftmark has not responded to my emails since the videoThe day of the video I spoke with the president and expressed my dissatisfaction and concern for the motor being a safety issueHe said that this was not an issue for him and was working within the boundaries of his services warrantyMy issue is the Microwave has not been working properly for over a monthThere have been several visits by technicians who have now stated that they do not know what to do nextThere is a sever lack of responsive communication and now a concern for safety where if the incorrect spinning could cause the motor to burn up and start a fireWhat I had hoped for is that after the failed attempts to diagnose and repair, that they would not burden the consumer in the fashion that they have and replace the microwaveNot to mention that there was supposed to be a follow up call from GE days ago

Thank you for sending me Mr. [redacted]'s response. For the record, Mr. [redacted]'s additional allegations are rejected and, again, this matter should be closed without any negative findings/inferences against either Craftmark or Seller.
In Paragraph 2 of the Contract, Mr. [redacted], as Buyer, agreed that "Buyer acknowledges that he has received and read a copy of the Release of Financing Contingency Addendum' (the "Addendum). Both Mr. [redacted] and Ms. [redacted] signed the Contract and initialed the Addendum in July 2014. Further, both signed the Addendum in October 2014 (a true and accurate copy of this Addendum can be made available to you upon request). Mr. [redacted]'s claim that he had not seen the Addendum until August 2015 is directly contrary to his statement in the Contract that he reviewed it, the fact that he initialed the Addendum at the time of contract 13 months earlier, and signed in October 2014. This Addendum was required for construction of the improvements to begin and made clear that there was no financing contingency under the Contract, as more fully explained in our initial response letter to you, Even still, Paragraph 2 of the Contract provides that: THIS AGREEMENT IS NOT EXPRESSLY CONTINGENT UPON BUYER OBTAINING FINANCING TO PURCHASE THE PROPERTY, In all events, Buyer was in default of Paragraph 17(a) of the Contract because Buyer failed "on the date appointed, to tender at Settlement the amounts called for herein and accept title.”
 
As addressed in our initial response letter, Seller properly notified Buyer that Settlement would take place in May 2015, pursuant to and in accordance with the terms of the Contract, Prior to Settlement, we understand that [redacted] required Buyer provide certain backup information to [redacted] and also get a co-signor on the loan because, evidently, Buyer's financial status changed since the time [redacted] issued its pre-approval letter to Buyer in September 2014. Buyer could not meet the additional obligations required of [redacted]. therefore could not obtain the requisite purchase financing and timely complete Settlement as required by the Contract. Nonetheless, Seller gave Buyer numerous opportunities -- even as recently as October 2015 - for Buyer to complete Settlement if Buyer could obtain the purchase financing, However, Buyer was again unable to do so. And again, Buyer agreed in Paragraph 2 of the Contract that the purchase of the Property was not contingent on Buyer's ability to obtain financing.
Due to Buyer's failure to settle (which is a breach of the Contract), Seller had no choice but to place the now improved property on the market to mitigate the damages that Seller was continuing to incur for overhead and interest carry charges on a house that had been completed since May 2015. Again, as noted in our prior letter, Seller entered into a contract with a new buyer, but for less than the total purchase price that the [redacted]s agreed to pay under their Contract with Seller. Seller then properly retained the Deposit in accordance with the default provisions of the Contract and closed the matter with respect to the [redacted]s (rather than filing a lawsuit against them to recover some of the damages Seller incurred due to their default/breach).
Once again Seller and, to the extent necessary, Craftmark Homes, Inc. (who is not a party to the Contract), respectfully request that you close your file regarding this matter without any negative findings/inferences against either. Thank you.

September 4, 2014
Dear [redacted]:I have reviewed your letter concerning [redacted]’s allegation that Craftmark should reimburse her for the out of pocket expense of $1,300 that was incurred as a result of having to replace an outdoor compressor unit at her residence.
Please...

be aware that at the time of settlement Craftmark provided the [redacted]’s with a limited new home warranty security plan through [redacted] Warranty Corporation (“[redacted]”). For the record, the warranty period for defects in major appliances, such as the FTVAC equipment, is one year following settlement or the manufacturer’s warranty whichever is less (attached). As such, **. [redacted]’s equipment did not fail immediately after the warranty-period expired as stated in her complaint. Furthermore, **. [redacted]’s claim that she was overcharged by [redacted] for the work is without merit. **. [redacted] was actually charged substantially less than the industry average of $1,900 to $2,300 for the same scope of work. Attached for your records is a copy of the actual service ticket indicating the charge of $1,300 was not just for labor, as **. [redacted] had indicated, but also included the cost of Freon replacement, an item not covered under the manufacturer’s warranty. Finally, **. [redacted]’s comment of having to employ [redacted] to replace the equipment or the warranty would be voided is also incorrect. Since the one year warranty period had expired the [redacted]’s could have contracted with an.j authorized [redacted] contractor to perform the work without voiding the manufacturer’s warranty.As a result of the foregoing, Craftmark is not obligated to provide any type of reimbursement and rejects and denies any claim to the contrary. Craftmark will continue to meet its obligations under the unexpired portion of the [redacted], and Craftmark deems this matter closed and will take no further action. Respectfully, Craftmark requests that the Revdex.com close its file with respect to this matter without any negative findings/inferences against Craftmark. If you should have any questions or concerns, please contact me at ###-###-####.David P

May 19, 2014
To Whom it may concern, This letter is in response to Revdex.com claim
#[redacted], posted by **. [redacted] at [redacted],
MD  [redacted] on May 2, 2014.Craftstar Homes has a procedure in place to help...

assist
Homeowners in the instance of Emergency Service Requests. This procedure is
reviewed with the Homeowner on many occasions throughout the home purchasing
process. It is discussed in detail during the Pre-Settlement Demonstration (PSD)
and again via mail for the Notification of Final Inspection letter (Letter
Attached). The notification letter is sent by the Craftstar Homes Customer
Service Manager when a homeowner is nearing one year of occupancy. It
references “Making a Warrantable Service Request.” Included on the service
request reminder it directs homeowners to follow three steps for Emergency
Service Requests. It includes types of emergency requests, and details the
procedures to be fol[redacted]d. (a.)Call the appropriate contractor for
heat, electricity, or plumbing. (b.) In case of a major plumbing
leak, turn the water main valve to the off position. (c.)As per your warranty,
notify Craftstar Homes’ Customer Service Department in writing. This homeowner responsibility was not fol[redacted]d, and the homeowner made no
attempt to call or email the plumbing contractor within her warranty, nor did
the homeowner follow up with the builder the following week via email or by
phone.   Craftstar Homes was first contacted by **. [redacted]
after business hours on Friday April 18, 2014 via email at 5:30pm. The email
**. [redacted] requested Craftstar Homes to call her in regards to a [redacted]’s
appliance tech service. [redacted] had [redacted]s to her home that day to service
her clothes washer machine. This clothes washer machine appliance was purchased
after settlement of 12/28/12 with Craftstar Homes, Inc. The appliance was not
installed by Craftstar Homes, Inc. **. [redacted] stated in her email that she
“had a tech come fix my washer and now my ceiling has caved in when they
released the water thru the drain pan.” Craftstar Homes was not contacted again
via email or by phone by **. [redacted]. On Monday April 28th, the Craftstar Homes
Customer Service manager forwarded **. [redacted] email to the plumbing contractor.
This was the first notification to the plumbing contractor [redacted] Plumbing that
there was an issue at this property. [redacted] had not been contacted by the
homeowner. The plumbing contractor then contacted **. [redacted] that same day to
set up an inspection to address the issue. The inspection was set up by the
plumbing contractor for Thursday May 1, 2014 in the morning between 8am-12 at
the homeowner’s availability. On that same day Craftstar Homes sent a
Production Manager to the home-site to inspect the issue, after it was
inspected by the plumbing contractor. Upon inspection it was noted that the
plumbing contractor did in fact cut a hole in the living room ceiling to
inspect the emergency overflow “catch pan” drain under the clothes washer machine.
Upon inspection by the plumbing contractor it was discovered there were no damaged
or broken pipes/drain lines (Service Report from plumbing contractor attached).
The Craftstar Homes Production Manager informed **. [redacted] he would follow up
with her that same day after reviewing the plumbing contractor’s inspection
report. The Production Manager followed up with **. [redacted] later
that afternoon (5/1/14) to inform the homeowner that the plumbing contractor
found no need of pipe repair in the area in question per the plumbing
contractor’s inspection report.**. [redacted] informed Craftstar Homes that her Homeowner’s
Insurance company ([redacted]) had sent a third party consulting engineering firm,
[redacted], to do an inspection days prior. She stated the engineer
who inspected her home determined the drain pan was allowing water to leak, but
no drywall was cut for this inspection. Craftstar Homes then asked for the
engineering report, and that it be forwarded via email to the Craftstar Homes
Customer Service Manager for review. The following day 5/2/14, Craftstar Homes Production Manager
set up work to start the week following to make repairs to **. [redacted] home.
Craftstar Homes put together a “Scope of Work Agreement” (signed document
attached) to make repairs to damaged areas. Work was scheduled per the “Scope
of work agreement” signed May 5, 2014 by both parties, to start on Tuesday May
6, 2014. On Tuesday May 6, 2014 work started on repairs at **.
[redacted] home. The items on the “Scope of work agreement” were completed, as
well as additional cleaning requested by **. [redacted]. The “Scope of Work
Agreement, Action Taken” list was completed and signed off by **. [redacted] on
May 6, 2014 along with a courtesy follow-up on Saturday May 10, 2014 (signed
document attached).To date, Craftstar Homes has not received any further
documentation from [redacted] Insurance Company regarding claims at the listed
property. Craftstar Homes fulfilled its Builders Responsibility on May 10, 2014
per the signed acknowledgement of the completion of work. Thank you,

Review: I obtained water damaged in my home that was purchased on 12/29/2012 the water damage was due to the builder not properly installing the overflow pan thus creating a leak in my main level of my home damaging my furniture and carpet. the drywall tape and other areas were damaged due to this one error. I originally placed a call to Craftstars customer service department on 4/18/14 in reference to this leak I also emailed them unfortunately Craftstar didn't get back in touch with me until 4/29/302014 exactly 11 days from my initial call I spoke with my 10 year new home warranty company who advised me to first contact the builder because if it was in fact a pipe issued it is still covered under my 2 year new home warranty after numerous attempts and no repsonse I had to go to my insurance company to try and get mitigation to my property to dry ou the carpet and ceiling and in fact find the actual issue that caused this damage since the builder wasn't responsive my insurnace sent and engineer out to confirm that the leak was do to an overflow drain pan not being properly put in my unit as well as sealent not being placed around the pipe. I didn't went to [redacted] at Craftstar with this information and she then sent a project manager by the name of [redacted] who came by my unit and took pic after sending [redacted] to repair the sealent and pan issue earlier. He then stated that he doesn't believe it was a buildrs issue how ever the Engineer who is a private contractor stated and confirmed in his report that it was in fact a builder issue. This builder has not been willing to fix the issue and has even suggested that I get my homeowners insurance to cover my damages however he did say if I would sign paperwork that would make the repairs on just that area and patch the ceiling back up. But as far as the money that my home owners insurance has paid they will not be willing to reimburse meaning since they initially didn't respond to my initial request on 4/18/14 and instead of allowing my brand new home to cllect mold and mildew I had to contact my insurance who then hired mitigation to dry out my ceiling and carpet my insurance also hired the engineer who after his investigation determined the at fault party and not to mention I have missed several days from work my furniture was damaged yet Craftstar only wants to repair the ceiling in one area and place paint in one area that may not match exactly but is close enough. Craftstar is not holding up to their contract terms this builder has had several plumbing issues with the new neighborhood ETON Square pipes on Cider Barrel Drive burst this winter right by the garages where the sprinkler system is, here is one of my neighbors who was out of his home for 21 days posting video on [redacted] about how Craftstar trys to constantly shift the responsibility of their work [redacted] This builder should loose their licenses for such shady business practices my unit is an [redacted] unit which is more of the reason that I will be contacting [redacted] county housing to advise them of this builders unprofessionalism and lack of abiding by the terms of the agreement.Desired Settlement: I would like my unit to be repaired properly with no corners cut I will also like reimbursement to my insurance provider for all fees that they initially paid due to the lack of response from Craftstar homes by fees I mean- the engineer, the mitigation department. I would like my furniture cleaned , reimbursement for time lost from work to deal with this issue, aknowledgement and ownership that this was the builders issue which the engineer confirms. My whole ceiling painted after drywall has been completed. Timely response to this matter that has now taken over 3 weeks to resolve.

Business

Response:

May 19, 2014To Whom it may concern, This letter is in response to Revdex.com claim

#[redacted], posted by **. [redacted] at [redacted],

MD [redacted] on May 2, 2014.Craftstar Homes has a procedure in place to help assist

Homeowners in the instance of Emergency Service Requests. This procedure is

reviewed with the Homeowner on many occasions throughout the home purchasing

process. It is discussed in detail during the Pre-Settlement Demonstration (PSD)

and again via mail for the Notification of Final Inspection letter (Letter

Attached). The notification letter is sent by the Craftstar Homes Customer

Service Manager when a homeowner is nearing one year of occupancy. It

references “Making a Warrantable Service Request.” Included on the service

request reminder it directs homeowners to follow three steps for Emergency

Service Requests. It includes types of emergency requests, and details the

procedures to be fol[redacted]d. (a.)Call the appropriate contractor for

heat, electricity, or plumbing. (b.) In case of a major plumbing

leak, turn the water main valve to the off position. (c.)As per your warranty,

notify Craftstar Homes’ Customer Service Department in writing. This homeowner responsibility was not fol[redacted]d, and the homeowner made no

attempt to call or email the plumbing contractor within her warranty, nor did

the homeowner follow up with the builder the following week via email or by

phone. Craftstar Homes was first contacted by **. [redacted]

after business hours on Friday April 18, 2014 via email at 5:30pm. The email

**. [redacted] requested Craftstar Homes to call her in regards to a [redacted]’s

appliance tech service. [redacted] had [redacted]s to her home that day to service

her clothes washer machine. This clothes washer machine appliance was purchased

after settlement of 12/28/12 with Craftstar Homes, Inc. The appliance was not

installed by Craftstar Homes, Inc. **. [redacted] stated in her email that she

“had a tech come fix my washer and now my ceiling has caved in when they

released the water thru the drain pan.” Craftstar Homes was not contacted again

via email or by phone by **. [redacted]. On Monday April 28th, the Craftstar Homes

Customer Service manager forwarded **. [redacted] email to the plumbing contractor.

This was the first notification to the plumbing contractor [redacted] Plumbing that

there was an issue at this property. [redacted] had not been contacted by the

homeowner. The plumbing contractor then contacted **. [redacted] that same day to

set up an inspection to address the issue. The inspection was set up by the

plumbing contractor for Thursday May 1, 2014 in the morning between 8am-12 at

the homeowner’s availability. On that same day Craftstar Homes sent a

Production Manager to the home-site to inspect the issue, after it was

inspected by the plumbing contractor. Upon inspection it was noted that the

plumbing contractor did in fact cut a hole in the living room ceiling to

inspect the emergency overflow “catch pan” drain under the clothes washer machine.

Upon inspection by the plumbing contractor it was discovered there were no damaged

or broken pipes/drain lines (Service Report from plumbing contractor attached).

The Craftstar Homes Production Manager informed **. [redacted] he would follow up

with her that same day after reviewing the plumbing contractor’s inspection

report. The Production Manager followed up with **. [redacted] later

that afternoon (5/1/14) to inform the homeowner that the plumbing contractor

found no need of pipe repair in the area in question per the plumbing

contractor’s inspection report.**. [redacted] informed Craftstar Homes that her Homeowner’s

Insurance company ([redacted]) had sent a third party consulting engineering firm,

[redacted], to do an inspection days prior. She stated the engineer

who inspected her home determined the drain pan was allowing water to leak, but

no drywall was cut for this inspection. Craftstar Homes then asked for the

engineering report, and that it be forwarded via email to the Craftstar Homes

Customer Service Manager for review. The following day 5/2/14, Craftstar Homes Production Manager

set up work to start the week following to make repairs to **. [redacted] home.

Craftstar Homes put together a “Scope of Work Agreement” (signed document

attached) to make repairs to damaged areas. Work was scheduled per the “Scope

of work agreement” signed May 5, 2014 by both parties, to start on Tuesday May

6, 2014. On Tuesday May 6, 2014 work started on repairs at **.

[redacted] home. The items on the “Scope of work agreement” were completed, as

well as additional cleaning requested by **. [redacted]. The “Scope of Work

Agreement, Action Taken” list was completed and signed off by **. [redacted] on

May 6, 2014 along with a courtesy follow-up on Saturday May 10, 2014 (signed

document attached).To date, Craftstar Homes has not received any further

documentation from [redacted] Insurance Company regarding claims at the listed

property. Craftstar Homes fulfilled its Builders Responsibility on May 10, 2014

per the signed acknowledgement of the completion of work. Thank you,

Review: I have lived in my Craftmark Home for 2 years in [redacted], MD and for the most part I have been happy with the purchase but a recent issue has made me question that decision.

My air-condition compressor stopped working 2 years to the day I moved into my home (my home was completed July 2012). I thought I had a five-year warranty but realized it is just on equipment and not on labor costs. What their vendor did, [redacted] Heating and Air, was raise the cost of the labor cost to $1,300 to fix a compressor that is only 2 years old. You can’t get another vendor who will be cheaper because then you void the warranty on your equipment.

I am left to question what type of materials do Craftmark use in their homes. Like many of you, I choose Craftmark because of the quality of their materials but I am disappointed. When my husband tried to contact them, specifically Anne T[redacted] via email, we were ignored.

I am very frustrated and hot because our compressor went out during the hottest time of the year.

My recommendation is to be aware of buying a Craftmark Home because their products are not what they promise and promote.Desired Settlement: Craftmark should repair my air-condition compressor since it is only 2 years old.

Business

Response:

September 4, 2014Dear [redacted]:I have reviewed your letter concerning [redacted]’s allegation that Craftmark should reimburse her for the out of pocket expense of $1,300 that was incurred as a result of having to replace an outdoor compressor unit at her residence.Please be aware that at the time of settlement Craftmark provided the [redacted]’s with a limited new home warranty security plan through [redacted] Warranty Corporation (“[redacted]”). For the record, the warranty period for defects in major appliances, such as the FTVAC equipment, is one year following settlement or the manufacturer’s warranty whichever is less (attached). As such, **. [redacted]’s equipment did not fail immediately after the warranty-period expired as stated in her complaint. Furthermore, **. [redacted]’s claim that she was overcharged by [redacted] for the work is without merit. **. [redacted] was actually charged substantially less than the industry average of $1,900 to $2,300 for the same scope of work. Attached for your records is a copy of the actual service ticket indicating the charge of $1,300 was not just for labor, as **. [redacted] had indicated, but also included the cost of Freon replacement, an item not covered under the manufacturer’s warranty. Finally, **. [redacted]’s comment of having to employ [redacted] to replace the equipment or the warranty would be voided is also incorrect. Since the one year warranty period had expired the [redacted]’s could have contracted with an.j authorized [redacted] contractor to perform the work without voiding the manufacturer’s warranty.As a result of the foregoing, Craftmark is not obligated to provide any type of reimbursement and rejects and denies any claim to the contrary. Craftmark will continue to meet its obligations under the unexpired portion of the [redacted], and Craftmark deems this matter closed and will take no further action. Respectfully, Craftmark requests that the Revdex.com close its file with respect to this matter without any negative findings/inferences against Craftmark. If you should have any questions or concerns, please contact me at ###-###-####.David P

Review: The kitchen and living room floor of my newly constructed home had many defects to start. I have contacted CraftStar as well as the company responsible for putting in the flooring ([redacted]'s [redacted]) numerous times without good results. Both have not resolved the problem and now my complaints have basically been ignored. The floor is now worsening and the boards are beginning to separate resulting in the infestation of insects into my home. The flooring underneath can clearly be seen in multiple places.Desired Settlement: I would like the defective flooring replaced or be reimbursed so that I can allow another company to install new flooring that is comparable to what is there.

Business

Response:

To Whom It May Concern:**. [redacted] chose the date for an inspection of her flooring to be Friday, June 27th between 8 - 10; she chose not to have the flooring contractor come on 6/20.6/13 entry - [redacted] - Revdex.com[redacted] - submitted 5-12-14 - inspection 6/27 8 - 10 hump in floor kitchen to living-dining room; board separation.Kind Regards,[redacted]Customer Service Office ManagerCraftstar Homes

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The company has failed to offer any kind of plan of action to repair the floor even after again visiting my residence on 6-27-14 and acknowledging the areas of concern in the floor. I would now like to proceed to the next step.

Regards,

Business

Response:

July 17, 2014To Whom It May Concern, This letter is in response to Revdex.com claim #[redacted], posted by **. [redacted] at [redacted], MD [redacted] on May 12, 2014. Craftstar Homes has a warranty in place to help assist Homeowners with all aspects of their home over the course of ownership. Ourwarranty timeline, procedure, and coverage is detailed with the homeowner on many occasions throughout the home purchasing process. It is discussed at time of Contract, Pre-Settlement Demonstration (PSD), and again at the Final Inspection. The Final Inspection is completed within the first one year of occupancy.Craftstar Homes refers to the Maryland Quality Builders Warranty for all aspects of new home construction. **. [redacted] agreed to terms and guidelines of this Quality Builders Warranty (QBW) at time of contract (signed document attached). The QBW details Wood Flooring coverage on page 26 of the QBW manual (page 26 attached).Craftstar Homes and Dunn’s Floor Covering were contacted on a few different occasions regarding flooring concerns of **. [redacted] within the first one year. On each occasion (referenced in the attached report) Craftstar Homes and [redacted] scheduled inspections of the flooring areas in question, and scheduled work as needed. There were a few occasions when hardwood “gapping” was in question, and it was determined that the result was “seasonal gapping” which was normal during winter months when there is low humidity in the air which causes hardwood flooring to dry out. The QBW states “The owner is responsible for maintaining proper humidity levels in the home”. Other inspections of the hardwood flooring resulted in [redacted] removing and replacing hardwood boards under the homeowners limited warranty agreement. On all inspections at the [redacted] property the hardwood flooring in question was inspected, referenced to the QBW, andreplaced as needed under the QBW guidelines, by both Craftstar Homes and [redacted]. The limited warranty agreement for Hardwood Flooring starts on the day of settlement. [redacted]’s settlement date was October 12, 2012. The first one year warranty period ended on October 12, 2013. **. [redacted] filed her hardwood flooring claim with Revdex.com well out of her one year warranty agreement with both Craftstar Homes, and QBW on May 12, 2014. Upon follow up inspection on June 27, 2014 with Craftstar Homes and [redacted] it was determined that no action was required under the Quality Builders Warranty. During the follow up inspection both Craftstar and [redacted] referenced the QBW specs for wood flooring, and explained that no action was needed. [redacted] representative demonstrated methods thehomeowner can maintain hardwood flooring. Craftstar Homes has fulfilled its Builders Responsibility under the guidelines of Quality Builders Warranty. No further action pertainingto this flooring concern will take place. Sincerely,Craftstar Homes, Inc.1355 Beverly Road, Suite 300Mclean VA, 22101Manager for [redacted], LLC