Craftmark Homes

May 19, 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 RequestsThis procedure is reviewed with the Homeowner on many occasions throughout the home purchasing processIt 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 occupancyIt references “Making a Warrantable Service Request.” Included on the service request reminder it directs homeowners to follow three steps for Emergency Service RequestsIt includes types of emergency requests, and details the procedures to be fol***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 writingThis homeowner responsibility was not fol***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, via email at 5:30pmThe email ** [redacted] requested Craftstar Homes to call her in regards to a ***’s appliance tech service [redacted] had ***s to her home that day to service her clothes washer machineThis clothes washer machine appliance was purchased after settlement of 12/28/with Craftstar Homes, IncThe 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 homeownerThe plumbing contractor then contacted ** [redacted] that same day to set up an inspection to address the issueThe inspection was set up by the plumbing contractor for Thursday May 1, in the morning between 8am-at the homeowner’s availabilityOn that same day Craftstar Homes sent a Production Manager to the home-site to inspect the issue, after it was inspected by the plumbing contractorUpon 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 reportThe 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 (***) had sent a third party consulting engineering firm, [redacted] , to do an inspection days priorShe stated the engineer who inspected her home determined the drain pan was allowing water to leak, but no drywall was cut for this inspectionCraftstar Homes then asked for the engineering report, and that it be forwarded via email to the Craftstar Homes Customer Service Manager for reviewThe 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 areasWork was scheduled per the “Scope of work agreement” signed May 5, by both parties, to start on Tuesday May 6, On Tuesday May 6, work started on repairs at ** [redacted] homeThe 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, along with a courtesy follon Saturday May 10, (signed document attached).To date, Craftstar Homes has not received any further documentation from [redacted] Insurance Company regarding claims at the listed propertyCraftstar Homes fulfilled its Builders Responsibility on May 10, per the signed acknowledgement of the completion of workThank you,