Cristo Homes, Inc.

Thank you for the opportunity to look into your concern regarding the trim color you selected on for your home. We are in receipt of each of the emails you sent Saturday afternoon. We understand you were not satisfied with your initial color choice and we have initiated
paperwork to repaint with your new colors. Unfortunately, your request to change this agreement cannot be accommodated as we already have a signed agreement in place. Nevertheless, weather permitting, we will accommodate the homeowner’s request of painting the aluminum portions on the front of the home, therefore, satisfying her concern

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***

Our records indicate that this issue had been resolved stemming from a claim made in 2014. There had been no additional requests for service in the past months indicating any further dissatisfaction with this matter. Nevertheless, we will contact the home owner this week to schedule a
time to inspect the home

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***

*** I do completely understand where your confusion is coming fromI am going to clear it up right nowI spoke with *** ***, the owner of *** this morningHe said whoever you spoke to was in error, probably innocently, because they may not have been in his employ at the time and they stopped using this siding some time back after the trouble they had had with itYou can verify this by calling back and speaking specifically with Bob ###-###-#### I have attached ***’s website instructions for filing a claim and how to know if you indeed have *** brand sidingPlease note on the second to last and last page of the first attachment the “unique fingerprint” they point out as being recognizably ***’s and photograph of the imprintI have also attached a photo of your siding which was taken this morningThe patterns match exactly. Please follow up with *** to get this resolved Respectfully Jim SimpkinsDirector of Construction

Mrs***, I have reviewed this issue and Cristo Homes will repair your sump lineIn addition we will reimburse you for your *** *** BillWe did not have our facts straight on this and that is our faultI am sorry for this inconvenience and will get this repair
scheduled Sincerely, Jim SimpkinsDirector of Construction

Mr. [redacted],The siding was installed per manufacturers requirements. I have attached [redacted]s installation requirements and addressed each one of the points addressed in your letter.Per the installation instruction manual regarding butt joint treatment on page 15 (see attached)   “Cut ends must be sealed at butt joints”. Cut ends only, not factory edge butt joints. The only cuts are at the trim, which are caulked, as illustrated on page 8 (see attached).Gapping  is part of the warranty [redacted] is covering.Caulking butt joints is only required where it meets trim, all other joints have no such requirement. See attached installation requirementsFlashing at butt joints are not a requirement. See attached installation requirements.Please let me know if you have any further questions. Sincerely, Jim SimpkinsDirector of Construction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mike - it is unfortunate and poor business practice to turn poor installation/product quality into homeowner negligence - not sure where you got the 11/5 "out of town" date, but we were right here at home on 11/5 - you were contacted first by phone and then by email on the day the sump pump issue occurred, which was 11/9.  The professional plumbing company that replaced the sump pump informed us that ALL sump pumps require a vent hole to be drilled and that was only one cause of the failure - the other causes were listed in the original complaint - but I will list them again here: the sump pump was air locked, running but not pumping any water, the impeller burnt up and corrugated drain tile was found in the water reservoir (see attached picture) - all as a result of installation. We are still happy to come up with a solution, but if Cristo is unwilling to take responsibility for the faulty install, we will have to take further action. Thanks, 
[redacted]

Revdex.com:
I have reviewed
What about the siding that is nailed in ALL the orders. That isn't proper and how would you know. You havent been out to check it  or meet with us  and I guess the city is t correct on that assessment  
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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.
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.The depiction that the business was compliant with the written agreement is false and I have the supporting documentation.  However, I accept their offer to paint both the wood and aluminum trim on the front of the house.  I request that the construction foreman, Trey Rushing, meet me at the house so we can review what is to be painted white to avoid any further or miscommunication.Also, I request and estimated time for completion.  I understand that we have additional inclimate days this time of year but still request a target date.
Regards,
[redacted]

Mr. [redacted],
Please see section C of your Cristo Homes Limited Warranty.  This section defines that a structural defect is identified when actual physical damage to one or more of the load-bearing segments of the home; causing the failure of the specific major structural components and which...

affects its load-bearing function to the degree that it materially affects the physical safety of the occupants of the home.  In addition it specifically states “leaks (in and of themselves) in crawlspaces, roofs, and basements” as not structural defects.
Leaks are covered in the first year warranty period, however  you closed on your home over 6 years ago. I suggest you contact a water proofing company to address this for you. We would recommend [redacted] solutions. Please let me know how I could be of further assistance.
Respectfully,
Jim S[redacted]
Director of Construction

Mr. [redacted],I have responded to each one of your concerns and provided the back up documentation. Your home is 5 1/2 years out of warranty and your current issues with cracking and gapping are being covered by [redacted]. Please contact [redacted] per the claim documentation I provided so you may get this resolved. Sincerely,  Jim Simpkins,Director of Construction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. Simpkins is correct, he did tell us that it is a [redacted] Product.  The PO Purchase order Chris from Cristo home sent me is from a company in Middletown.  I called said company and it is NOT a [redacted] Product.  If it was a [redacted] Product they would of mentioned this in the January email when he told me it is not the product or the install.  So now we are being told by multiple companies that it is a Cristo Issue.  Please HELP! 
Regards,
[redacted]

Mrs. [redacted], We’re very sorry to hear that your sump pump failed and that water got into your basement. We were notified on 11/9 that the failure happened while you were away on 11/5. Unfortunately, no calls were made to our emergency service plumber as directed on our website to give...

them an opportunity to inspect. Section I, Sub Section A of your warranty covers defects in workmanship and materials for one year, mechanical delivery systems (piping) for two years and appliances are covered directly under the respective manufacturers warranty. Consequential damage during the warranty period is not covered. Our records indicate you closed on April 4th, 2014, which would put this claim well outside of our warranty coverage period.  Please review Section I and Section III of your home warranty.  Our homeowner’s manual recommends a backup sump system be installed in basements, and we especially recommend this when valuables and finished living areas are in the basement.  Sump pumps can fail or stop working for multiple reasons including power outages, debris getting into the motor and mechanical failures. Due to these factors sumps should be checked regularly for proper operation.  We believe Cristo Homes installed a Blue Angel brand sump pump, which has no recommendation or requirement to drill a weep hole, nor does any other  brand we may have installed. There is only one sump pump on the market that we are aware of that recommends, but does not require a weep hole and that being only as back up to the pumps built-in weep in case it gets clogged.  Please let us know how if have any additional questions. Sincerely, Mike [redacted]Customer Service & Warranty Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I would like to have an independent mold inspector that is not tied to the builder or have worked with the builder in the past.  Any remediation required would be on the builder's expense.   Another option is for the builder to reimburse with a lump sump of the average cost of a mold inspection.]
Regards,
[redacted]

The inspector recommended is independent from Cristo Homes and performs this service throughout the Cincinnati area. Please have Mr. [redacted] let us know when he would like to schedule the inspection.

Mr. [redacted],As explained in my prior multiple correspondences with you since the beginning of this year , the cracks that have appeared in your hard siding from your home constructed in 2012 are due to a manufacturing issue from a product produced by [redacted]. You are currently 5 ½ years outside...

of our home warranty, however [redacted] is covering these claims directly and you have been provided the information to process your claim for a resolution. The flashing cards were not required by the manufacture or by building code when we built your home. The last correspondence received from you on this matter was dated July 17, 2017 where you denoted your intention of filing your claim and thanked me for my assistance. Again, contacting [redacted] with the information we have provided is the best course for resolution on this matter. Sincerely,Jim SimpkinsDirector of Construction

We will be glad to have a certified Environmental Hygienist perform a mold test and will cover any remediation costs. The Hygienist will be one that we have used extensively in the past and is fully accredited. We regret we cannot agree to allowing Mr. [redacted] to choose his own company. We will have...

[redacted] of [redacted] contact Mr. [redacted] to schedule the test.