Mrs***, We sincerely apologize for the inconvenience that you have experienced with your dishwasherIt is our goal to take good care of our customers and attempt to resolve issues promptly with as little inconvenience as possible At this time, it is our understanding that the dishwasher replacement is on schedule for this Friday, November 6th We apologize again for the inconvenience and hope to have this issue fully resolved for you this week Sincerely, Brandon [redacted] Senior Customer Care Manger Trendmaker Homes
Mr [redacted] , I apologize for any incorrect statement that I made regarding decisions made regarding sod in your back yardDuring your new home orientation, it was explained to you that installing a pool or any other items that alter the drainage would void any warranty on your drainageWhen a pool is installed, it does move a significant amount of dirt and will modify drainage planes significantly in most instancesWhen drainage planes are modified, it is assumed that the party responsible for the alteration is responsible for the proper re-establishment of the drainage planesThe attached pictures show evidence of a swale carrying water directly into your pool and the back porchYour landscaper installed drains in attempt to divert water away from this area, however, as you note in your message, they are unable to handle the volume of water in your yardIt is Trendmaker’s opinion that a swale should have been cut to divert the water around your poolThe attached pictures also show water collecting on your back porchBased on elevations taken of your yard and your pool deck, the pergola and pool deck beside your back porch were poured with a negative slopeThe negative slope forces water to run from the pergola towards the houseLikewise, the negative slope on the section of pool decking adjacent to the back porch aids in forcing the water to collect until the nearby drain is able to carry the water outIt is Trendmaker’s opinion that this flatwork was poured incorrectly and should have been sloped away from the home in order to avoid the current issueAs mentioned in my last response to you, Trendmaker is not responsible for alterations that you have made to your yard nor the alterations that your neighbors have done to theirsIf you are interested in discussing options that may exist in improving or resolving your situation, we can arrange for another meeting with one of our representativesThey may be able to provide suggestions and/or put you in communication with vendors that might assist youPlease let me know if you are interested in such a meeting and we will gladly work to arrange itSincerely, Brandon [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Your first statement is incorrect We were not provided feet of sod around the back of our home We requested that the sod be placed on the right side of our home since we did plan on putting a pool in as soon as we moved in At no time were were warned by our builder or sales rep that this could have a negative impact on our drainage We are not landscape architects and feel it should be the responsibility of the professionals to make us aware of any changes we request that would create potential issues My initial complaint did state that we had drainage issues before we installed the pool which you responded by saying that we did not alert Trendmaker until March While that is correct, we were experiencing standing water around the back of our home but since we were about to start construction on our pool we spoke with our pool builder and landscaper about it and they suggested adding an underground drainage system for a lot of our size So we added drains with an underground line to the street That was not effective at stopping the water flooding on to our patio and into our pool So we added more drains and a second line to the street and were met with the same results We even added landscaping edging at the bottom of our fence (video and picture attached) to try to slow the water pouring in from our neighbors yard with no improvement At that point we figured out that the problem was the water flowing in from my neighbors yard If you look at the rest of the homes in our neighborhood you can easily see a low part of the property between homes that allows water from on yard not to go directly into their neighbors That does not exist on our property, there is simply a drop off into our yard That is the reason our drains cannot prevent our issues They cannot handle the water from two lots of this size I have email correspondence showing us getting quotes from our pool builder and other landscapers for adding drains in early November So we obviously were having these problems well before the first time we reached out to Trendmaker We really have done everything we could to resolve this issue on our own but we were unsuccessful.Regardless of whether or not there was a swale feet from our home or not before a pool was installed, we should not be burdened with our neighbors water when it seems that Trendmaker took the necessary steps with all other homes in the community to have a division between property lines.Surely with the resources at Trendmakers disposal there must be an effective and economic solution of some kind be it a swale along the property line in question, a water barrier along the fence of some kind or a large drain at the fence where the neighbors water rushes in We have already spent thousands of dollars trying to fix this ourselves so at this point we would be open to discussing anything. Thank your for your time.
Regards,
Revdex.com Case #***Dear MrC***Trendmaker Homes has received your
complaint through the Revdex.com related to the electrical problems you have had and are currently experiencing in your home at *** *** *** Dr., C*** First, I find that in reviewing your service history with our department and the electric company that you have had numerous calls relating to problems with the electrical system in your home or with appliances Each time there was a warranty call with an electrical issue you did sign off indicating that the problem was repaired The warranty on the electrical system of the home is for (two) years and so when the time period goes beyond the years it is considered out of warranty If a problem does continue beyond the warranty period, Trendmaker and the electrician will become involved if it is within a short period of being out of warranty or a recurring problem Therefore, Trendmaker will contact *** Electric, the company who wired your home, and also have our warranty rep., Curtis L***, to contact you and schedule an appointment to check the electrical problem you are experiencing and determine the cause of the problems and the needed repair and if there is a cost involved.Second, in reference to the A/C issues you are currently experiencing in the upstairs of your home, that is a separate issue You were informed when you contacted the warranty department that your unit was out of warranty and that you were to schedule an appointment with *** to determine the cause of the problem Their phone # is *** *** As with any warranty, different parts are covered for different periods of time *** will be glad to schedule an appointment with you to determine what has occurred but it will be your responsibility to make payment for the repairThere are times when certain parts have an extended warranty that will cover the cost for the part so it is important that you continue to use *** and not go to another HVAC company in order to benefit from any extended warranty on original parts. I will have our warranty rep., Curtis L***, contact you and work with you to schedule an appointment with the electrician, *** Electric, for a time that is convenient for all involved He will be contacting you as soon as possible by calling the phone number you included with this complaint.Sincerely,Theresa W***Warranty Manager for Trendmaker Homes
Hello Mr***, Trendmaker Homes set swales in your back yard to direct water away from your foundation and off of the propertyPer our agreement, sod was installed in the front yard and within approximately feet of the remainder of your home in order to help in the stabilization of the
soil in those areasAt the time of closing, you were provided with the opportunity to inspect the home and note any deficienciesDuring your new home orientation, it was explained to you that the drainage pattern was established and that the maintenance of the drainage pattern was your responsibilityIt was also explained that installing a pool or any other items that alter the drainage after the close of the home would void the warranty on drainageYou signed an acknowledgement of this understanding and you also confirmed that you were satisfied with the completion of your home when you signed the Certificate of AcceptanceYou closed on your home with no outstanding issuesYour complaint states that there was a drainage issue before you installed your poolThe first report regarding drainage issues received by Trendmaker was received March This was five months after taking possession of your homeDuring this time a pool was installed in your back yard, altering the drainage patternThe installation of the pool, alone, voids any drainage warranty with Trendmaker, but you also note that the soil in your back yard was not stabilized by sod for 5-weeks after closingThis is ample time for erosion to occur, further altering the drainage pattern that had been set before you took possession of your homeYour desired settlement is for Trendmaker to re-grade a portion of your back yard or to re-grade your neighbor’s yardYou accepted responsibility for your yard at the time of purchase and have voided any warranty with Trendmaker in regards to your back yard drainage issuesYour neighbor’s are in the process of installing a pool in their yard and have thus modified the drainage pattern in their yardTrendmaker is not responsible for the water that has been redirected towards your homeIt is for these reasons that we respectfully decline your requestSincerely,Brandon ***Trendmaker Homes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Can you provide a signed document that states that we void any warranty on drainage by putting in a pool? All I have it the warranty book that was provided which says nothing about pool installation and the signed document about the Oversize Homesite Both are attached.I have also asked via email and on the phone with you and in person for the results of the survey data that you collected and received nothing Please send or attach to your Revdex.com response asap.I have also attached a sketch of our primary issue The lack of a swale between my property and my neighbors Can you please provide commentary on why all the water that sits in our back yard tries to flow completely across the house (red arrows) and none of it flows to the street in the other direction This portion of the yard was sodded by Trendmaker and has not been affected by the pool on the other side of the yard Was the original intent to "swale" all water out one direction Given that we paid an additional $up front for a so called "pool alert" (pic attached) identifying our intent to put in a swimming pool one would think that might have been taken into consideration
Regards,
MrSmith, It is regretful that you felt the need to file a complaint against Trendmaker HomesOur records show that though the report you provided to us represented cosmetic items involving the stucco which are not covered under warranty, but are rather maintenance itemsTrendmaker, as a gesture
of good will and in attempt to assist you, offered to inspect the home and took care of many of the items that were found on the inspection reportWhen you requested a list of items, you were provided with the listUnfortunately the email that you received did not meet the needs of your relocation companyWe try to go above and beyond for our customers and I apologize for any miscommunications that may have occurredYou will find attached a list of items that were addressed by contractors that Trendmaker Homes provided for you at no costYou will find the attached list on company letter head, per your requestIf you need any further assistance from us, please submit your request to our office online so that we can best assist youRespectfully, Brandon *** Senior Customer Care Manager Trendmaker Homes
Revdex.com:
This letter is to inform you that Trendmaker Homes has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/6/2015 3:25:26 PM and assigned ID [redacted].
Regards,
Mr. [redacted], I am sorry that you don’t see any benefit with meeting with one of our field representatives. In response to your message, I will address the documents that you are referring to. The oversize Home-Site Tree and Drainage Acknowledgement that you attached states “After move-in, the homeowner is responsible for maintaining grades and swales established by Trendmaker necessary to move water away from the house and to work the land as desired to develop additional drainage ways for areas not near the home.” The signature on this form represents an acknowledgement and acceptance of the responsibility for maintaining swales. Swales were not maintained. A pool was installed, altering the drainage plane and erosion was allowed to occur for a minimum of 5 weeks while the pool construction was underway. The Home Builder’s Limited Warranty that you are referring to and have attached states in section W(1)“yards shall have grades and swales that provide for proper drainage away from the home in accordance with the Code or other governmental regulations.” Trendmaker set the grade and swale in the yard prior to closing. Signatures on the “Final Walk-Certificate of Home Acceptance” and the “Acknowledgement of Inspection” acknowledge the drainage plane as being acceptable. Both documents are attached for your review. The performance standards for yard grading included in the warranty also states inn section W(1)(b) that “the homeowner shall maintain the drainage pattern and protect the grading contours from erosion, blockage, over-saturation or any other changes.” After closing, the grading contours were not protected from erosion and a pool was installed, changing the drainage pattern. As part of the New Home Orientation, drainage was particularly addressed. The document which was signed at the time of the orientation states on the first page, “we established the final grade to ensure adequate drainage away from the home. Maintaining this drainage is your responsibility. When adding landscaping, installing play equipment, extending patios, or completing similar actions, care should be taken to not alter the drainage pattern. Drainage swales are designed to allow water away from the house….Installing a pool or any other items that alter the drainage after the close of the home will void the warranty on drainage due to the drainage pattern being altered.” This form can be found attached for your review. During the same meeting with our construction manager, a form titled “Acknowledgement of Inspection” was reviewed and filled out. The form states “I/we have also checked the grass, native trees and drainage since the Seller has advised me/us that it does not warrant and will not replace or adjust these items unless a problem is noted at this time.” Drainage was not noted as a problem at that time. The pool alert that you refer to serves to cover the added cost of rerouting utility lines to run along the border of the utility easement and thus out of the way of the pool. Trendmaker set the drainage plain on your lot and presented it to you. You inspected and accepted the drainage plain and the responsibility to maintain it. Trendmaker cannot speak in regards to how much the soil may have eroded or was modified after closing. Trendmaker was not involved in the planning or the installation of the pool and therefore cannot be responsible for the needed alterations to the drainage plain after it was installed. As stated in your warranty under section VI, we are not responsible for repair, loss or damage where the damage is caused by or made worse by modifications performed by anyone other than us or persons providing work or material under our direction. We will also not be liable for any damage that is a direct result of your failure to perform reasonable maintenance or your failure to comply with any homeowner responsibility item stated in the warranty performance standards. Also, per your request, you will find the site elevations that we documented during our visit to your home. If you would like to accept our offer to meet with you and help you to identify ways in which you can improve upon your situation, we are still willing to assist in this capacity. It has been brought to my attention that your neighbors have completed the construction of their pool which may present some new options in mitigating your situation. Please let us know if we can assist you in this capacity. Respectfully, Brandon [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: All I needed was the letter which has now been sent to me. The issue has been completed to my satisfaction...thank you.
Mr. [redacted],
We are sorry to hear that you are unhappy with the condition
of your driveway.
Our records show that
you reported a crack in your driveway on June 18th, 2014. This was a
little over a month after you purchased your home on May 6, 2014. Upon visiting
your home to inspect the...
crack in your driveway, it was explained that the
warranty covering your home does not cover cracks in flatwork. Our records
reflect that you signed off in acceptance of the explanation with which you
were provided. This complaint is the only other communication that we have
received from you regarding this issue.
The ACES warranty specifically
states the performance standard regarding flatwork cracks as follows:
“Shrinkage and curing cracks and/or heaving are not unusual in
concrete flatwork and can be expected. Shall not exceed 1/4 inch vertical
displacement or horizontal separation due to construction activities. Builder should
be notified in writing prior to closing”
Under responsibility, the ACES warranty
states:
“If an exterior slab is cracked, separated or displaced beyond
the limitations of the performance standard, the Builder shall take action to
bring the crack within the acceptable standard. However, the Homeowner shall
not overwater the surrounding soil, allow the surrounding soil to become
excessively dry, or allow heavy equipment to be placed on the concrete.”
Prior to the purchase of your home, you were provided with
an opportunity to inspect the condition of the home and note any discrepancies
which you identified. A crack in the driveway was not identified. Your first
report of the crack came after you moved into the home. Per the standards set
forth in your warranty, Trendmaker has no responsibility for the cracks that
have appeared in your driveway.
With all of this being stated, we do stand behind our product
and care for our customers. When there is reason for going above and beyond the
requirements of our agreement, we have done so for our customers, as we
historically have done for you. We would like to schedule a meeting with our
Field Warranty Manager to visit with you in person regarding the crack in your driveway.
If you are willing to meet, please provide us with a times
when you are available so that we can attempt to coordinate schedules. Sincerely,Brandon B[redacted]
Mr. [redacted], I apologize for any incorrect statement that I made regarding decisions made regarding sod in your back yard. During your new home orientation, it was explained to you that installing a pool or any other items that alter the drainage would void any warranty on your drainage. When a pool is installed, it does move a significant amount of dirt and will modify drainage planes significantly in most instances. When drainage planes are modified, it is assumed that the party responsible for the alteration is responsible for the proper re-establishment of the drainage planes. The attached pictures show evidence of a swale carrying water directly into your pool and the back porch. Your landscaper installed drains in attempt to divert water away from this area, however, as you note in your message, they are unable to handle the volume of water in your yard. It is Trendmaker’s opinion that a swale should have been cut to divert the water around your pool. The attached pictures also show water collecting on your back porch. Based on elevations taken of your yard and your pool deck, the pergola and pool deck beside your back porch were poured with a negative slope. The negative slope forces water to run from the pergola towards the house. Likewise, the negative slope on the section of pool decking adjacent to the back porch aids in forcing the water to collect until the nearby drain is able to carry the water out. It is Trendmaker’s opinion that this flatwork was poured incorrectly and should have been sloped away from the home in order to avoid the current issue. As mentioned in my last response to you, Trendmaker is not responsible for alterations that you have made to your yard nor the alterations that your neighbors have done to theirs. If you are interested in discussing options that may exist in improving or resolving your situation, we can arrange for another meeting with one of our representatives. They may be able to provide suggestions and/or put you in communication with vendors that might assist you. Please let me know if you are interested in such a meeting and we will gladly work to arrange it. Sincerely, Brandon [redacted]
Revdex.com:
This letter is to inform you that Trendmaker Homes has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/6/2015 3:25:26 PM and assigned ID [redacted]
Regards,
Mrs. [redacted],
We sincerely apologize for the inconvenience that you have
experienced with your dishwasher. It is our goal to take good care of our
customers and attempt to resolve issues promptly with as little inconvenience
as possible.
At this time, it is our understanding that the...
dishwasher replacement
is on schedule for this Friday, November 6th.
We apologize again for the inconvenience and hope to have
this issue fully resolved for you this week.
Sincerely,
Brandon
[redacted]
Senior
Customer Care Manger
Trendmaker
Homes
Mr. [redacted], We sincerely regret the current situation with your roof. Over the last year Trendmaker representatives and contractors have been working with you and your family to attempt to resolve the issues with your roof. It is disappointing to find that you are still experiencing leaks and we...
apologize for the added disruption to your lives. Per our conversation, we will quickly work to identify the immediate cause of the active leaks in your roof and we will work with you to make all of the necessary repairs associated with the leaks. We will also work with you to coordinate a full inspection of your roofing system in order to identify any other possible issues. Please feel free to communicate with me and our Customer Care Team directly as we work to resolve this issue. Sincerely, Brandon [redacted] Trendmaker Homes
Mrs***, We sincerely apologize for the inconvenience that you have experienced with your dishwasherIt is our goal to take good care of our customers and attempt to resolve issues promptly with as little inconvenience as possible At this time, it is our understanding that the dishwasher replacement is on schedule for this Friday, November 6th We apologize again for the inconvenience and hope to have this issue fully resolved for you this week Sincerely, Brandon [redacted] Senior Customer Care Manger Trendmaker Homes
Mr [redacted] , I apologize for any incorrect statement that I made regarding decisions made regarding sod in your back yardDuring your new home orientation, it was explained to you that installing a pool or any other items that alter the drainage would void any warranty on your drainageWhen a pool is installed, it does move a significant amount of dirt and will modify drainage planes significantly in most instancesWhen drainage planes are modified, it is assumed that the party responsible for the alteration is responsible for the proper re-establishment of the drainage planesThe attached pictures show evidence of a swale carrying water directly into your pool and the back porchYour landscaper installed drains in attempt to divert water away from this area, however, as you note in your message, they are unable to handle the volume of water in your yardIt is Trendmaker’s opinion that a swale should have been cut to divert the water around your poolThe attached pictures also show water collecting on your back porchBased on elevations taken of your yard and your pool deck, the pergola and pool deck beside your back porch were poured with a negative slopeThe negative slope forces water to run from the pergola towards the houseLikewise, the negative slope on the section of pool decking adjacent to the back porch aids in forcing the water to collect until the nearby drain is able to carry the water outIt is Trendmaker’s opinion that this flatwork was poured incorrectly and should have been sloped away from the home in order to avoid the current issueAs mentioned in my last response to you, Trendmaker is not responsible for alterations that you have made to your yard nor the alterations that your neighbors have done to theirsIf you are interested in discussing options that may exist in improving or resolving your situation, we can arrange for another meeting with one of our representativesThey may be able to provide suggestions and/or put you in communication with vendors that might assist youPlease let me know if you are interested in such a meeting and we will gladly work to arrange itSincerely, Brandon [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Your first statement is incorrect We were not provided feet of sod around the back of our home We requested that the sod be placed on the right side of our home since we did plan on putting a pool in as soon as we moved in At no time were were warned by our builder or sales rep that this could have a negative impact on our drainage We are not landscape architects and feel it should be the responsibility of the professionals to make us aware of any changes we request that would create potential issues My initial complaint did state that we had drainage issues before we installed the pool which you responded by saying that we did not alert Trendmaker until March While that is correct, we were experiencing standing water around the back of our home but since we were about to start construction on our pool we spoke with our pool builder and landscaper about it and they suggested adding an underground drainage system for a lot of our size So we added drains with an underground line to the street That was not effective at stopping the water flooding on to our patio and into our pool So we added more drains and a second line to the street and were met with the same results We even added landscaping edging at the bottom of our fence (video and picture attached) to try to slow the water pouring in from our neighbors yard with no improvement At that point we figured out that the problem was the water flowing in from my neighbors yard If you look at the rest of the homes in our neighborhood you can easily see a low part of the property between homes that allows water from on yard not to go directly into their neighbors That does not exist on our property, there is simply a drop off into our yard That is the reason our drains cannot prevent our issues They cannot handle the water from two lots of this size I have email correspondence showing us getting quotes from our pool builder and other landscapers for adding drains in early November So we obviously were having these problems well before the first time we reached out to Trendmaker We really have done everything we could to resolve this issue on our own but we were unsuccessful.Regardless of whether or not there was a swale feet from our home or not before a pool was installed, we should not be burdened with our neighbors water when it seems that Trendmaker took the necessary steps with all other homes in the community to have a division between property lines.Surely with the resources at Trendmakers disposal there must be an effective and economic solution of some kind be it a swale along the property line in question, a water barrier along the fence of some kind or a large drain at the fence where the neighbors water rushes in We have already spent thousands of dollars trying to fix this ourselves so at this point we would be open to discussing anything. Thank your for your time.
Regards,
Revdex.com Case #***Dear MrC***Trendmaker Homes has received your
complaint through the Revdex.com related to the electrical problems you have had and are currently experiencing in your home at *** *** *** Dr., C*** First, I find that in reviewing your service history with our department and the electric company that you have had numerous calls relating to problems with the electrical system in your home or with appliances Each time there was a warranty call with an electrical issue you did sign off indicating that the problem was repaired The warranty on the electrical system of the home is for (two) years and so when the time period goes beyond the years it is considered out of warranty If a problem does continue beyond the warranty period, Trendmaker and the electrician will become involved if it is within a short period of being out of warranty or a recurring problem Therefore, Trendmaker will contact *** Electric, the company who wired your home, and also have our warranty rep., Curtis L***, to contact you and schedule an appointment to check the electrical problem you are experiencing and determine the cause of the problems and the needed repair and if there is a cost involved.Second, in reference to the A/C issues you are currently experiencing in the upstairs of your home, that is a separate issue You were informed when you contacted the warranty department that your unit was out of warranty and that you were to schedule an appointment with *** to determine the cause of the problem Their phone # is *** *** As with any warranty, different parts are covered for different periods of time *** will be glad to schedule an appointment with you to determine what has occurred but it will be your responsibility to make payment for the repairThere are times when certain parts have an extended warranty that will cover the cost for the part so it is important that you continue to use *** and not go to another HVAC company in order to benefit from any extended warranty on original parts. I will have our warranty rep., Curtis L***, contact you and work with you to schedule an appointment with the electrician, *** Electric, for a time that is convenient for all involved He will be contacting you as soon as possible by calling the phone number you included with this complaint.Sincerely,Theresa W***Warranty Manager for Trendmaker Homes
Hello Mr***, Trendmaker Homes set swales in your back yard to direct water away from your foundation and off of the propertyPer our agreement, sod was installed in the front yard and within approximately feet of the remainder of your home in order to help in the stabilization of the
soil in those areasAt the time of closing, you were provided with the opportunity to inspect the home and note any deficienciesDuring your new home orientation, it was explained to you that the drainage pattern was established and that the maintenance of the drainage pattern was your responsibilityIt was also explained that installing a pool or any other items that alter the drainage after the close of the home would void the warranty on drainageYou signed an acknowledgement of this understanding and you also confirmed that you were satisfied with the completion of your home when you signed the Certificate of AcceptanceYou closed on your home with no outstanding issuesYour complaint states that there was a drainage issue before you installed your poolThe first report regarding drainage issues received by Trendmaker was received March This was five months after taking possession of your homeDuring this time a pool was installed in your back yard, altering the drainage patternThe installation of the pool, alone, voids any drainage warranty with Trendmaker, but you also note that the soil in your back yard was not stabilized by sod for 5-weeks after closingThis is ample time for erosion to occur, further altering the drainage pattern that had been set before you took possession of your homeYour desired settlement is for Trendmaker to re-grade a portion of your back yard or to re-grade your neighbor’s yardYou accepted responsibility for your yard at the time of purchase and have voided any warranty with Trendmaker in regards to your back yard drainage issuesYour neighbor’s are in the process of installing a pool in their yard and have thus modified the drainage pattern in their yardTrendmaker is not responsible for the water that has been redirected towards your homeIt is for these reasons that we respectfully decline your requestSincerely,Brandon ***Trendmaker Homes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Can you provide a signed document that states that we void any warranty on drainage by putting in a pool? All I have it the warranty book that was provided which says nothing about pool installation and the signed document about the Oversize Homesite Both are attached.I have also asked via email and on the phone with you and in person for the results of the survey data that you collected and received nothing Please send or attach to your Revdex.com response asap.I have also attached a sketch of our primary issue The lack of a swale between my property and my neighbors Can you please provide commentary on why all the water that sits in our back yard tries to flow completely across the house (red arrows) and none of it flows to the street in the other direction This portion of the yard was sodded by Trendmaker and has not been affected by the pool on the other side of the yard Was the original intent to "swale" all water out one direction Given that we paid an additional $up front for a so called "pool alert" (pic attached) identifying our intent to put in a swimming pool one would think that might have been taken into consideration
Regards,
MrSmith, It is regretful that you felt the need to file a complaint against Trendmaker HomesOur records show that though the report you provided to us represented cosmetic items involving the stucco which are not covered under warranty, but are rather maintenance itemsTrendmaker, as a gesture
of good will and in attempt to assist you, offered to inspect the home and took care of many of the items that were found on the inspection reportWhen you requested a list of items, you were provided with the listUnfortunately the email that you received did not meet the needs of your relocation companyWe try to go above and beyond for our customers and I apologize for any miscommunications that may have occurredYou will find attached a list of items that were addressed by contractors that Trendmaker Homes provided for you at no costYou will find the attached list on company letter head, per your requestIf you need any further assistance from us, please submit your request to our office online so that we can best assist youRespectfully, Brandon *** Senior Customer Care Manager Trendmaker Homes
Revdex.com:
This letter is to inform you that Trendmaker Homes has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/6/2015 3:25:26 PM and assigned ID [redacted].
Regards,
Mr. [redacted], I am sorry that you don’t see any benefit with meeting with one of our field representatives. In response to your message, I will address the documents that you are referring to. The oversize Home-Site Tree and Drainage Acknowledgement that you attached states “After move-in, the homeowner is responsible for maintaining grades and swales established by Trendmaker necessary to move water away from the house and to work the land as desired to develop additional drainage ways for areas not near the home.” The signature on this form represents an acknowledgement and acceptance of the responsibility for maintaining swales. Swales were not maintained. A pool was installed, altering the drainage plane and erosion was allowed to occur for a minimum of 5 weeks while the pool construction was underway. The Home Builder’s Limited Warranty that you are referring to and have attached states in section W(1)“yards shall have grades and swales that provide for proper drainage away from the home in accordance with the Code or other governmental regulations.” Trendmaker set the grade and swale in the yard prior to closing. Signatures on the “Final Walk-Certificate of Home Acceptance” and the “Acknowledgement of Inspection” acknowledge the drainage plane as being acceptable. Both documents are attached for your review. The performance standards for yard grading included in the warranty also states inn section W(1)(b) that “the homeowner shall maintain the drainage pattern and protect the grading contours from erosion, blockage, over-saturation or any other changes.” After closing, the grading contours were not protected from erosion and a pool was installed, changing the drainage pattern. As part of the New Home Orientation, drainage was particularly addressed. The document which was signed at the time of the orientation states on the first page, “we established the final grade to ensure adequate drainage away from the home. Maintaining this drainage is your responsibility. When adding landscaping, installing play equipment, extending patios, or completing similar actions, care should be taken to not alter the drainage pattern. Drainage swales are designed to allow water away from the house….Installing a pool or any other items that alter the drainage after the close of the home will void the warranty on drainage due to the drainage pattern being altered.” This form can be found attached for your review. During the same meeting with our construction manager, a form titled “Acknowledgement of Inspection” was reviewed and filled out. The form states “I/we have also checked the grass, native trees and drainage since the Seller has advised me/us that it does not warrant and will not replace or adjust these items unless a problem is noted at this time.” Drainage was not noted as a problem at that time. The pool alert that you refer to serves to cover the added cost of rerouting utility lines to run along the border of the utility easement and thus out of the way of the pool. Trendmaker set the drainage plain on your lot and presented it to you. You inspected and accepted the drainage plain and the responsibility to maintain it. Trendmaker cannot speak in regards to how much the soil may have eroded or was modified after closing. Trendmaker was not involved in the planning or the installation of the pool and therefore cannot be responsible for the needed alterations to the drainage plain after it was installed. As stated in your warranty under section VI, we are not responsible for repair, loss or damage where the damage is caused by or made worse by modifications performed by anyone other than us or persons providing work or material under our direction. We will also not be liable for any damage that is a direct result of your failure to perform reasonable maintenance or your failure to comply with any homeowner responsibility item stated in the warranty performance standards. Also, per your request, you will find the site elevations that we documented during our visit to your home. If you would like to accept our offer to meet with you and help you to identify ways in which you can improve upon your situation, we are still willing to assist in this capacity. It has been brought to my attention that your neighbors have completed the construction of their pool which may present some new options in mitigating your situation. Please let us know if we can assist you in this capacity. Respectfully, Brandon [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: All I needed was the letter which has now been sent to me. The issue has been completed to my satisfaction...thank you.
Mr. [redacted],
We are sorry to hear that you are unhappy with the condition
of your driveway.
Our records show that
you reported a crack in your driveway on June 18th, 2014. This was a
little over a month after you purchased your home on May 6, 2014. Upon visiting
your home to inspect the...
crack in your driveway, it was explained that the
warranty covering your home does not cover cracks in flatwork. Our records
reflect that you signed off in acceptance of the explanation with which you
were provided. This complaint is the only other communication that we have
received from you regarding this issue.
The ACES warranty specifically
states the performance standard regarding flatwork cracks as follows:
“Shrinkage and curing cracks and/or heaving are not unusual in
concrete flatwork and can be expected. Shall not exceed 1/4 inch vertical
displacement or horizontal separation due to construction activities. Builder should
be notified in writing prior to closing”
Under responsibility, the ACES warranty
states:
“If an exterior slab is cracked, separated or displaced beyond
the limitations of the performance standard, the Builder shall take action to
bring the crack within the acceptable standard. However, the Homeowner shall
not overwater the surrounding soil, allow the surrounding soil to become
excessively dry, or allow heavy equipment to be placed on the concrete.”
Prior to the purchase of your home, you were provided with
an opportunity to inspect the condition of the home and note any discrepancies
which you identified. A crack in the driveway was not identified. Your first
report of the crack came after you moved into the home. Per the standards set
forth in your warranty, Trendmaker has no responsibility for the cracks that
have appeared in your driveway.
With all of this being stated, we do stand behind our product
and care for our customers. When there is reason for going above and beyond the
requirements of our agreement, we have done so for our customers, as we
historically have done for you. We would like to schedule a meeting with our
Field Warranty Manager to visit with you in person regarding the crack in your driveway.
If you are willing to meet, please provide us with a times
when you are available so that we can attempt to coordinate schedules. Sincerely,Brandon B[redacted]
Mr. [redacted], I apologize for any incorrect statement that I made regarding decisions made regarding sod in your back yard. During your new home orientation, it was explained to you that installing a pool or any other items that alter the drainage would void any warranty on your drainage. When a pool is installed, it does move a significant amount of dirt and will modify drainage planes significantly in most instances. When drainage planes are modified, it is assumed that the party responsible for the alteration is responsible for the proper re-establishment of the drainage planes. The attached pictures show evidence of a swale carrying water directly into your pool and the back porch. Your landscaper installed drains in attempt to divert water away from this area, however, as you note in your message, they are unable to handle the volume of water in your yard. It is Trendmaker’s opinion that a swale should have been cut to divert the water around your pool. The attached pictures also show water collecting on your back porch. Based on elevations taken of your yard and your pool deck, the pergola and pool deck beside your back porch were poured with a negative slope. The negative slope forces water to run from the pergola towards the house. Likewise, the negative slope on the section of pool decking adjacent to the back porch aids in forcing the water to collect until the nearby drain is able to carry the water out. It is Trendmaker’s opinion that this flatwork was poured incorrectly and should have been sloped away from the home in order to avoid the current issue. As mentioned in my last response to you, Trendmaker is not responsible for alterations that you have made to your yard nor the alterations that your neighbors have done to theirs. If you are interested in discussing options that may exist in improving or resolving your situation, we can arrange for another meeting with one of our representatives. They may be able to provide suggestions and/or put you in communication with vendors that might assist you. Please let me know if you are interested in such a meeting and we will gladly work to arrange it. Sincerely, Brandon [redacted]
Revdex.com:
This letter is to inform you that Trendmaker Homes has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/6/2015 3:25:26 PM and assigned ID [redacted]
Regards,
Mrs. [redacted],
We sincerely apologize for the inconvenience that you have
experienced with your dishwasher. It is our goal to take good care of our
customers and attempt to resolve issues promptly with as little inconvenience
as possible.
At this time, it is our understanding that the...
dishwasher replacement
is on schedule for this Friday, November 6th.
We apologize again for the inconvenience and hope to have
this issue fully resolved for you this week.
Sincerely,
Brandon
[redacted]
Senior
Customer Care Manger
Trendmaker
Homes
Mr. [redacted], We sincerely regret the current situation with your roof. Over the last year Trendmaker representatives and contractors have been working with you and your family to attempt to resolve the issues with your roof. It is disappointing to find that you are still experiencing leaks and we...
apologize for the added disruption to your lives. Per our conversation, we will quickly work to identify the immediate cause of the active leaks in your roof and we will work with you to make all of the necessary repairs associated with the leaks. We will also work with you to coordinate a full inspection of your roofing system in order to identify any other possible issues. Please feel free to communicate with me and our Customer Care Team directly as we work to resolve this issue. Sincerely, Brandon [redacted] Trendmaker Homes