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 7/6/3:25: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 representativesIn response to your message, I will address the documents that you are referring toThe 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 swalesSwales were not maintainedA pool was installed, altering the drainage plane and erosion was allowed to occur for a minimum of weeks while the pool construction was underwayThe 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 closingSignatures on the “Final Walk-Certificate of Home Acceptance” and the “Acknowledgement of Inspection” acknowledge the drainage plane as being acceptableBoth documents are attached for your reviewThe 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 patternAs part of the New Home Orientation, drainage was particularly addressedThe 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 homeMaintaining this drainage is your responsibilityWhen adding landscaping, installing play equipment, extending patios, or completing similar actions, care should be taken to not alter the drainage patternDrainage 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 reviewDuring the same meeting with our construction manager, a form titled “Acknowledgement of Inspection” was reviewed and filled outThe 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 timeThe 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 youYou inspected and accepted the drainage plain and the responsibility to maintain itTrendmaker cannot speak in regards to how much the soil may have eroded or was modified after closingTrendmaker 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 installedAs 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 directionWe 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 standardsAlso, per your request, you will find the site elevations that we documented during our visit to your homeIf 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 capacityIt 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 situationPlease let us know if we can assist you in this capacityRespectfully, Brandon [redacted]
Mr***, 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, This was a little over a month after you purchased your home on May 6, 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 flatworkOur records reflect that you signed off in acceptance of the explanation with which you were providedThis 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 expectedShall not exceed 1/inch vertical displacement or horizontal separation due to construction activitiesBuilder 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 standardHowever, 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 identifiedA crack in the driveway was not identifiedYour first report of the crack came after you moved into the homePer 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 customersWhen 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 youWe 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 schedulesSincerely,Brandon B***
Mr [redacted] , We sincerely regret the current situation with your roofOver the last year Trendmaker representatives and contractors have been working with you and your family to attempt to resolve the issues with your roofIt is disappointing to find that you are still experiencing leaks and we apologize for the added disruption to your livesPer 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 leaksWe will also work with you to coordinate a full inspection of your roofing system in order to identify any other possible issuesPlease feel free to communicate with me and our Customer Care Team directly as we work to resolve this issueSincerely, Brandon [redacted] 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 7/6/3:25: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 representativesIn response to your message, I will address the documents that you are referring toThe 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 swalesSwales were not maintainedA pool was installed, altering the drainage plane and erosion was allowed to occur for a minimum of weeks while the pool construction was underwayThe 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 closingSignatures on the “Final Walk-Certificate of Home Acceptance” and the “Acknowledgement of Inspection” acknowledge the drainage plane as being acceptableBoth documents are attached for your reviewThe 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 patternAs part of the New Home Orientation, drainage was particularly addressedThe 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 homeMaintaining this drainage is your responsibilityWhen adding landscaping, installing play equipment, extending patios, or completing similar actions, care should be taken to not alter the drainage patternDrainage 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 reviewDuring the same meeting with our construction manager, a form titled “Acknowledgement of Inspection” was reviewed and filled outThe 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 timeThe 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 youYou inspected and accepted the drainage plain and the responsibility to maintain itTrendmaker cannot speak in regards to how much the soil may have eroded or was modified after closingTrendmaker 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 installedAs 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 directionWe 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 standardsAlso, per your request, you will find the site elevations that we documented during our visit to your homeIf 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 capacityIt 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 situationPlease let us know if we can assist you in this capacityRespectfully, Brandon [redacted]
Mr***, 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, This was a little over a month after you purchased your home on May 6, 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 flatworkOur records reflect that you signed off in acceptance of the explanation with which you were providedThis 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 expectedShall not exceed 1/inch vertical displacement or horizontal separation due to construction activitiesBuilder 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 standardHowever, 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 identifiedA crack in the driveway was not identifiedYour first report of the crack came after you moved into the homePer 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 customersWhen 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 youWe 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 schedulesSincerely,Brandon B***
Mr [redacted] , We sincerely regret the current situation with your roofOver the last year Trendmaker representatives and contractors have been working with you and your family to attempt to resolve the issues with your roofIt is disappointing to find that you are still experiencing leaks and we apologize for the added disruption to your livesPer 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 leaksWe will also work with you to coordinate a full inspection of your roofing system in order to identify any other possible issuesPlease feel free to communicate with me and our Customer Care Team directly as we work to resolve this issueSincerely, Brandon [redacted] Trendmaker Homes