In response to this I will outline what happened on our end.
rgb(34, 34, 34); margin: 0px">We received multiple phone calls from a homeowner at *** *** *** on June After searching our system it was determined this was not one of our homesIt took us one business day to address thisOn June 21 the same day the complaint was filed with Revdex.com I sent *** our site superintendent to investigate the home owners concernWhile *** was viewing the site he was approached by a male from the home*** explained to him that what was occurring with the rough grade was natural settlement over the 4-party power trenchThe home owner had the warranty person from his builder on the phone and proceeded to confront our Site Sup, in a negative tone*** was handed the phone and he explained to the *** *** warranty coordinator what he could see and left to his truckThe home owner followed him up the street, continuing to confront himAt this point he contacted me and let me know what had occurred
The home owner’s wife then phoned in to our office very agitated and asked to speak to warrantyShe was passed on to our warranty coordinatorShe tried explaining the situation but the home owner was not listening and became confrontational on the phoneAt this point she was passed on to managementShe left a voicemail on my office phone as I was on site at the timeAfter listening to the voicemail the next morning I decided I wanted to view the site in person prior to returning her phone callThis was on June 22nd. That afternoon I went to the site and reviewed the concern I agreed with ***’s assessmentIt appeared that along the 4-party trench the grade had settled about 2-inches at mostI returned to the office and phoned the home owner in question and explained our positionI also explained to her at this time that no landscape company would charge her for the 3-wheelbarrows of dirt that would be required to raise it to final gradeAs I had verified with Look Homes that the customer in question had received their rough grade approval one year prior, I advised the homeowner at that time to proceed with their landscaping and final gradeShe seemed happy with the result at this point
The final thing I did with this situation was to phone *** ***’ warranty coordinator, and asked her in future to contact us directly on her customers behalf rather than have her customers phone usI explained I would like to work on solutions to mutual problems together but would prefer she handle communication with her home owners as she has an existing relationshipFor any further details on this situation lease let me know
My home was built in Dec 2011.Daytona claims to give five years structural warranty and I had believed in their quality and warrantyThe outside stucco over my pantry had a inch gap from the wall and I saw moisture and mould in my outer closet days backCalled Daytona manager Carrie and was rudely told that warranty is over on Dec and they will come look at it in New Years and this is not structural and all*** *** *** *** *** *** ** ** ***
Initial Business Response /* (1000, 5, 2015/05/25) */
Since this was sent into the Revdex.com we've talked with *** and have discussed move forward action plans for all of the items listed in the complaintCurrently we have either already completed or are in the midst of addressing all items
within the complaint, Thanks
Initial Consumer Rebuttal /* (3000, 12, 2015/07/13) */
I still don't have my cabinet doors fixed*** ***
I will not accept this as I paid good money for my home and will not live with a discoloured or warped kitchen cabinet door
Final Business Response /* (4000, 14, 2015/07/24) */
We have engaged our Cabinet Supplier for a detailed report as to what is outstanding and we will be working with the homeowner to complete the cabinet issues in her home
In response to this I will outline what happened on our end. We received multiple phone calls from a homeowner at [redacted] on June 20. After searching our system it was determined this was not one of our homes. It took us one business day to address this....
On June 21 the same day the complaint was filed with Revdex.com I sent [redacted] our site superintendent to investigate the home owners concern. While [redacted] was viewing the site he was approached by a male from the home. [redacted] explained to him that what was occurring with the rough grade was natural settlement over the 4-party power trench. The home owner had the warranty person from his builder on the phone and proceeded to confront our Site Sup, in a negative tone. [redacted] was handed the phone and he explained to the [redacted] warranty coordinator what he could see and left to his truck. The home owner followed him up the street, continuing to confront him. At this point he contacted me and let me know what had occurred. The home owner’s wife then phoned in to our office very agitated and asked to speak to warranty. She was passed on to our warranty coordinator. She tried explaining the situation but the home owner was not listening and became confrontational on the phone. At this point she was passed on to management. She left a voicemail on my office phone as I was on site at the time. After listening to the voicemail the next morning I decided I wanted to view the site in person prior to returning her phone call. This was on June 22nd. That afternoon I went to the site and reviewed the concern I agreed with [redacted]’s assessment. It appeared that along the 4-party trench the grade had settled about 2-3 inches at most. I returned to the office and phoned the home owner in question and explained our position. I also explained to her at this time that no landscape company would charge her for the 3-4 wheelbarrows of dirt that would be required to raise it to final grade. As I had verified with Look Homes that the customer in question had received their rough grade approval one year prior, I advised the homeowner at that time to proceed with their landscaping and final grade. She seemed happy with the result at this point. The final thing I did with this situation was to phone [redacted]’ warranty coordinator, and asked her in future to contact us directly on her customers behalf rather than have her customers phone us. I explained I would like to work on solutions to mutual problems together but would prefer she handle communication with her home owners as she has an existing relationship. For any further details on this situation lease let me know.
Initial Business Response /* (1000, 5, 2015/05/25) */
Since this was sent into the Revdex.com we've talked with [redacted] and have discussed move forward action plans for all of the items listed in the complaint. Currently we have either already completed or are in the midst of addressing all items within the...
complaint, Thanks
Initial Consumer Rebuttal /* (3000, 12, 2015/07/13) */
I still don't have my cabinet doors fixed. [redacted]
I will not accept this as I paid good money for my home and will not live with a discoloured or warped kitchen cabinet door.
Final Business Response /* (4000, 14, 2015/07/24) */
We have engaged our Cabinet Supplier for a detailed report as to what is outstanding and we will be working with the homeowner to complete the cabinet issues in her home.
Complaint: [redacted]
I am rejecting this response because:
Mr [redacted] was in harry and he did not loo or examine the situation carefully. [redacted] No direct confront happened because [redacted] was not compassionate. Instead he was arrogant and was not talking as man to man. [redacted]
Let us discuss the problem. Daytona dug on the concrete wall of my home and my basement wall was very clear when they were building the next house to us. [redacted] builder had done the rough grading long time before that.
When Daytona has finished their project. They did their house rough grading and return the red stakes to show what happened was sedimentation issue so, both companies are innocent and have nothing to do. in order to maintain their relation with [redacted] Builder.
[redacted] . I tried many times before in March and April to contact Daytona. No response at all. After long time of unsuccessful contact to this company. I called [redacted], who kept promising to send a real expert to check. More than three months of waiting without any response . [redacted]
Complaint: [redacted]
I am rejecting this response because:Mr [redacted] was in harry and he did not loo or examine the situation carefully. [redacted] [redacted] No direct confront happened because [redacted] was not compassionate. Instead he was arrogant and was not talking as man to man. [redacted] [redacted] Let us discuss the problem. Daytona dug on the concrete wall of my home and my basement wall was very clear when they were building the next house to us. [redacted] builder had done the rough grading long time before that. When Daytona has finished their project. They did their house rough grading and return the red stakes to show what happened was sedimentation issue so, both companies are innocent and have nothing to do. in order to maintain their relation with [redacted] Builder.[redacted] [redacted] . I tried many times before in March and April to contact Daytona. No response at all. After long time of unsuccessful contact to this company. I called [redacted], who kept promising to send a real expert to check. More than three months of waiting without any response . [redacted]
Sincerely,
A Shaldan
Initial Business Response /* (1000, 5, 2014/07/15) */
The client has indicated 3 issues currently with his home and they are as follows;
1) Holes in the sidewalk
2) Stone work to be modified
3) Poor landscaping work
I will address the concerns by number to ensure...
accuracy
1) Daytona Homes will patch the small holes in sidewalk by July 25, 2014
2) Daytona Homes will modify the installation of the front stone work and will complete by July 31, 2014
3) Landscaping is not as a result of poor installation but is rather a result of lack of maintenance of the lawn. The lawn was viewed to be weed ridden and poorly maintained. The dead grass follows the city sidewalk and the customer sidewalk from city sidewalk to front steps. This is indicative of winter kill from having snow shovelled onto it and may also be a result of salt in that snow as well. This is in no way a warrantable item and required maintenance to have the grass recover from the winter and there is no evidence that this took place.
There has been an onsite meeting with the client prior to him filing with Revdex.com and there is a subsequent meeting July 15 at 1pm onsite again. As previously stated to Mr. [redacted], Daytona Homes will be repairing the concrete and modifying the stone work however the landscaping is a maintenance issue and has been adversely affected by poor maintenance and no action will be forthcoming from Daytona Homes.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Concerns were elevated to the President of Daytona Homes, who responded with an email and had immediate follow-up by Manager of Construction and Customer Experience Coordinator. Met on-site with these two individuals on July 15, 2014. They have responded by assuring me of forthcoming resolution to the issues I have mentioned and have given me workable timeframes in which it will be completed.
Some corrections need to be made to the response above:
Landscaping was not the result of a lack of maintenance. I followed the instructions given to me by their warranty department: watering the lawn vigorously. The issue of poor installation was brought to their attention last Fall 2013 after the lawn had been put down. I had a landscaper look at it then who told me it had not been rolled in order to taken root. I rolled it myself this Spring. It is expected that snow will affect the lawn however, major patches of lawn never took because of poor installation by the landscapers contracted by Daytona. [redacted] The area mentioned was not weed-ridden; perhaps they were looking at the neighbor's lawn which is weed-ridden. [redacted]
The last meeting on-site with a representative of Daytona warranty department occurred Friday May 16, 2014 at which time, my concerns were expressed and as I have come to find out after my meeting with the Manager of Construction on July 15, 2014, I was given inaccurate information by the warranty people on some of these issues.
There is still a concern that the warranty department did not communicate effectively or in a timely manner. Emails simply stated that issues had been referred to the tradespeople and no additional follow-up as to timelines for completion of work, customer satisfaction, etc., came about. The resolution of any issues has been the result of my follow-up to the builder and not as a result of their follow-up with the trades, etc.
Initial Business Response /* (1000, 5, 2014/03/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX ext [redacted]
Contact Email: [redacted]@daytonahomes.ca
Homeowner requested anniversary visit at the 11th month of their warranty period. This is generally the timeframe we contact...
the homeowners, so they were being proactive (which is good to see) and contacted us. A visit was scheduled for July 26th, 2013. Conducted said visit and made a list of items (all normal for new construction) to be addressed. After consulting trades about repair scopes of work a trade day was set for Sept 20, 2013 around planned Homeowner holidays/Daytona availability. Received an email from the homeowner Aug 10th, 2013 in regards to the bee concern. Issue was addressed in as quick a manner as possible. Sept 20th trades day was held and all items were addressed at that time except drywall and paint touchups that were in progress (completed Oct 19). Material for window well rock was ordered (now documented as a seasonal item). Contacted by homeowner Feb 9, 2014 (6 months past warranty) in regards to a tub leak in main bath. Explained that this issue typically falls under homeowner insurance at this stage of ownership, but were happy to help them with advice to get them pointed in the right direction. Also explained that if the plumbing contractor found a definitive latent construction defect Daytona would step up to the plate. Plumbing issue was arranged for by the homeowner and addressed the next day (Feb 10, 2014) but it could not be determined the exact cause. Homeowner was not satisfied with Daytona's stance was that the issue did not fall under warranty. Daytona offered to contact Alberta New Home Warranty and look further into how to proceed. Feb 13th, 2014 ANHW stated that there is no action required of a builder under these circumstances. Homeowners not satisfied. Daytona has explored different avenues to make sure we as the builder have followed proper procedures, and we understand that this timeframe has not always satisfied the homeowner. Currently (March 13) Daytona is fixing the drywall and flooring issues as a good will gesture. Drywall repairs are in progress and hardwood will be addressed after. Completion anticipated March 25th depending on trade availability
Initial Business Response /* (1000, 5, 2014/12/02) */
To whom it may concern:
RE: This letter is in response to a formal complaint lodged by Mr. [redacted] about Daytona Homes to the Revdex.com - Case # XXXXXXX
On November 13, 2014, Mr. [redacted] had sent to our sales...
consultant [redacted] a message regarding his dissatisfaction in his dealings with our organization and indicated that he had filed a formal complaint with the Revdex.com. [redacted] came forward with this message and we spoke about the situation. Immediately upon discussing the situation with [redacted] and in response to this e-mail, I called Mr. [redacted] in an attempt to apologize and to see if there was anything that we could do to try to improve upon his experience. Mr. [redacted] had indicated his displeasure over a lack of contact from our sales representative and commented in his email that it had been three weeks since his last correspondence with our representative and found this to be very unprofessional and represented a poor image of our company.
The sales department ultimately falls on my shoulders, so I thought it prudent to apologize on behalf of the company for the lack of customer service on our behalf. It is important to us that every customer gets the best experience possible with Daytona Homes, and we strive for this standard of excellence at every juncture possible. Unfortunately in this case, there was a breakdown in our internal process, which resulted in the negative experience that Mr. [redacted] has made you aware of. We have since identified the breakdown and have implemented steps in the hopes that this type of situation will be avoided with any future customer. There were also other variables that contributed to the negative experience such as staffing turn over at the Showhome and waiting on customized price request submissions (which is outside our normal scope of practice but our sales consultant was attempting to accommodate the purchaser's requests).
Upon my apology, Mr. [redacted] accepted and thanked me and acknowledged that it was part of my responsibility as a manager to assume responsibility. I asked him if there was anything further that we could do to try to improve upon his experience, but he commented that there was nothing further that could be done. Our sales consultant, [redacted], was also present and he wanted to apologize for his lack of communication and said he "felt dreadful that this had slipped through the cracks". It did not seem that Mr. [redacted] was interested in discussing the situation any further, so we politely ended the conversation and I asked [redacted] to follow up in returning Mr. [redacted]'s deposit cheque. [redacted] has since followed up with Mr. [redacted] and the cancellation and return of the deposit is in the process of being completed.
Regards,
[redacted]
Sales Manager
Daytona Homes
XXXXX - XXX Street
Edmonton, AB
T5S 1J7
PHONE [redacted] ext [redacted]
DIRECT [redacted]@daytonahomes.ca
www.daytonahomes.ca
I am very displeased with Daytona (And before you read the statement below, please know I have experience building with another builder in the past and had a relatively painless process. Minimal, expected hiccups along the way). I will receive my home in the latter part of 2015. They're workmanship is lazy and I had to bend over backwards continuously to have very simple errors fixed (incorrect placement of cabinets, inaccurately measuring permanent fixtures in the home, mounting hardware unlevel). It was an extremely long and painful process. [redacted]. They would mention that certain things were breaking electrical code (which they weren't - my father is a master electrician), specific cantilevers couldn't be done because of lot lines (which wasn't true, other homes in the area were already built with exactly what we were asking for) and that specific detailing on the outside of the house had to be done a certain way because of 'siding type' (Again, if you were enthusiastic enough to drive around the neighborhood, you would see that this was a lie as well). Once confronting Daytona, they would create a new set of excuses. After fighting tooth and nail, Daytona would finally succumb to the requests of the paying customer.
Every time I went to visit my home during the finishing stages, I was horrified. There were employees slamming tile and placing tools on my quartz counter tops, mud and sand all over the REAL hardwood floors, pop splattered and stained up the walls, and at times the house smelled of cigarette smoke.
I was so upset with the way my house was being treated I brought it to the attention of the sales associate looking after our area. When I made mention of how it appears the trade workers "don't give a sh**" She said "You're right, they probably don't"
When I tried to explain to her that this is the image that Daytona is giving themselves (lazy, disrespectful workers), she non chalauntly brushed off my concern.
Needless to say, after months of fighting with Daytona and being my own advocate, I am happy that I have received my house and it is the way I had envisioned.
However, I would NEVER recommend Daytona to my family or friends, unless they have the time to become a full time baby sitter on the side of everyday life.
Please do note, although rarities, there are some exceptional employees that work for Daytona. I never once had issues with the staff at head office or with Daytona's law firm.
Initial Business Response /* (1000, 8, 2014/10/01) */
The builder completed the one year anniversary visit on Aug 23, 2013 and there were a few items to be addressed, which were completed on Sept 5, 2013 as arranged with the homeowner. At that date the arrangement made was that the builder...
would be notified by the homeowner prior to back yard landscaping so fencing could be removed in order for eqipment to access the yard. Settlement and rock would be addressed at that point. Builder received a call from homeowner on June 13th wondering why settlement issues had not been addressed yet. Informed homeowner that we had not received notification from them in order to proceed. Information was given to contractor at that point for work to be completed. Received an email from Homeowner on July 15, 2014 that issue had not been resolved. Contacted trade again. Spoke with trade again Sept 9th and Sept 16th. Due to rain last week work was not completed. Spoke with trade again today (Oct 1, 2014) and have been told it will be completed tomorrow morning (Oct 2, 2014) Will call and confirm again in the morning. definitely want this done for the homeowners so they can move forward.
In response to this I will outline what happened on our end.
rgb(34, 34, 34); margin: 0px">We received multiple phone calls from a homeowner at *** *** *** on June After searching our system it was determined this was not one of our homesIt took us one business day to address thisOn June 21 the same day the complaint was filed with Revdex.com I sent *** our site superintendent to investigate the home owners concernWhile *** was viewing the site he was approached by a male from the home*** explained to him that what was occurring with the rough grade was natural settlement over the 4-party power trenchThe home owner had the warranty person from his builder on the phone and proceeded to confront our Site Sup, in a negative tone*** was handed the phone and he explained to the *** *** warranty coordinator what he could see and left to his truckThe home owner followed him up the street, continuing to confront himAt this point he contacted me and let me know what had occurred
The home owner’s wife then phoned in to our office very agitated and asked to speak to warrantyShe was passed on to our warranty coordinatorShe tried explaining the situation but the home owner was not listening and became confrontational on the phoneAt this point she was passed on to managementShe left a voicemail on my office phone as I was on site at the timeAfter listening to the voicemail the next morning I decided I wanted to view the site in person prior to returning her phone callThis was on June 22nd. That afternoon I went to the site and reviewed the concern I agreed with ***’s assessmentIt appeared that along the 4-party trench the grade had settled about 2-inches at mostI returned to the office and phoned the home owner in question and explained our positionI also explained to her at this time that no landscape company would charge her for the 3-wheelbarrows of dirt that would be required to raise it to final gradeAs I had verified with Look Homes that the customer in question had received their rough grade approval one year prior, I advised the homeowner at that time to proceed with their landscaping and final gradeShe seemed happy with the result at this point
The final thing I did with this situation was to phone *** ***’ warranty coordinator, and asked her in future to contact us directly on her customers behalf rather than have her customers phone usI explained I would like to work on solutions to mutual problems together but would prefer she handle communication with her home owners as she has an existing relationshipFor any further details on this situation lease let me know
as you can see ; how can the soil sedimentation happened under only the power and water line
My home was built in Dec 2011.Daytona claims to give five years structural warranty and I had believed in their quality and warrantyThe outside stucco over my pantry had a inch gap from the wall and I saw moisture and mould in my outer closet days backCalled Daytona manager Carrie and was rudely told that warranty is over on Dec and they will come look at it in New Years and this is not structural and all*** *** *** *** *** *** ** ** ***
Initial Business Response /* (1000, 5, 2015/05/25) */
Since this was sent into the Revdex.com we've talked with *** and have discussed move forward action plans for all of the items listed in the complaintCurrently we have either already completed or are in the midst of addressing all items
within the complaint, Thanks
Initial Consumer Rebuttal /* (3000, 12, 2015/07/13) */
I still don't have my cabinet doors fixed*** ***
I will not accept this as I paid good money for my home and will not live with a discoloured or warped kitchen cabinet door
Final Business Response /* (4000, 14, 2015/07/24) */
We have engaged our Cabinet Supplier for a detailed report as to what is outstanding and we will be working with the homeowner to complete the cabinet issues in her home
In response to this I will outline what happened on our end. We received multiple phone calls from a homeowner at [redacted] on June 20. After searching our system it was determined this was not one of our homes. It took us one business day to address this....
On June 21 the same day the complaint was filed with Revdex.com I sent [redacted] our site superintendent to investigate the home owners concern. While [redacted] was viewing the site he was approached by a male from the home. [redacted] explained to him that what was occurring with the rough grade was natural settlement over the 4-party power trench. The home owner had the warranty person from his builder on the phone and proceeded to confront our Site Sup, in a negative tone. [redacted] was handed the phone and he explained to the [redacted] warranty coordinator what he could see and left to his truck. The home owner followed him up the street, continuing to confront him. At this point he contacted me and let me know what had occurred. The home owner’s wife then phoned in to our office very agitated and asked to speak to warranty. She was passed on to our warranty coordinator. She tried explaining the situation but the home owner was not listening and became confrontational on the phone. At this point she was passed on to management. She left a voicemail on my office phone as I was on site at the time. After listening to the voicemail the next morning I decided I wanted to view the site in person prior to returning her phone call. This was on June 22nd. That afternoon I went to the site and reviewed the concern I agreed with [redacted]’s assessment. It appeared that along the 4-party trench the grade had settled about 2-3 inches at most. I returned to the office and phoned the home owner in question and explained our position. I also explained to her at this time that no landscape company would charge her for the 3-4 wheelbarrows of dirt that would be required to raise it to final grade. As I had verified with Look Homes that the customer in question had received their rough grade approval one year prior, I advised the homeowner at that time to proceed with their landscaping and final grade. She seemed happy with the result at this point. The final thing I did with this situation was to phone [redacted]’ warranty coordinator, and asked her in future to contact us directly on her customers behalf rather than have her customers phone us. I explained I would like to work on solutions to mutual problems together but would prefer she handle communication with her home owners as she has an existing relationship. For any further details on this situation lease let me know.
Initial Business Response /* (1000, 5, 2015/05/25) */
Since this was sent into the Revdex.com we've talked with [redacted] and have discussed move forward action plans for all of the items listed in the complaint. Currently we have either already completed or are in the midst of addressing all items within the...
complaint, Thanks
Initial Consumer Rebuttal /* (3000, 12, 2015/07/13) */
I still don't have my cabinet doors fixed. [redacted]
I will not accept this as I paid good money for my home and will not live with a discoloured or warped kitchen cabinet door.
Final Business Response /* (4000, 14, 2015/07/24) */
We have engaged our Cabinet Supplier for a detailed report as to what is outstanding and we will be working with the homeowner to complete the cabinet issues in her home.
Complaint: [redacted]
I am rejecting this response because:
Mr [redacted] was in harry and he did not loo or examine the situation carefully. [redacted] No direct confront happened because [redacted] was not compassionate. Instead he was arrogant and was not talking as man to man. [redacted]
Let us discuss the problem. Daytona dug on the concrete wall of my home and my basement wall was very clear when they were building the next house to us. [redacted] builder had done the rough grading long time before that.
When Daytona has finished their project. They did their house rough grading and return the red stakes to show what happened was sedimentation issue so, both companies are innocent and have nothing to do. in order to maintain their relation with [redacted] Builder.
[redacted] . I tried many times before in March and April to contact Daytona. No response at all. After long time of unsuccessful contact to this company. I called [redacted], who kept promising to send a real expert to check. More than three months of waiting without any response . [redacted]
Sincerely,
A Shaldan
Complaint: [redacted]
I am rejecting this response because:Mr [redacted] was in harry and he did not loo or examine the situation carefully. [redacted] [redacted] No direct confront happened because [redacted] was not compassionate. Instead he was arrogant and was not talking as man to man. [redacted] [redacted] Let us discuss the problem. Daytona dug on the concrete wall of my home and my basement wall was very clear when they were building the next house to us. [redacted] builder had done the rough grading long time before that. When Daytona has finished their project. They did their house rough grading and return the red stakes to show what happened was sedimentation issue so, both companies are innocent and have nothing to do. in order to maintain their relation with [redacted] Builder.[redacted] [redacted] . I tried many times before in March and April to contact Daytona. No response at all. After long time of unsuccessful contact to this company. I called [redacted], who kept promising to send a real expert to check. More than three months of waiting without any response . [redacted]
Sincerely,
A Shaldan
Initial Business Response /* (1000, 5, 2014/07/15) */
The client has indicated 3 issues currently with his home and they are as follows;
1) Holes in the sidewalk
2) Stone work to be modified
3) Poor landscaping work
I will address the concerns by number to ensure...
accuracy
1) Daytona Homes will patch the small holes in sidewalk by July 25, 2014
2) Daytona Homes will modify the installation of the front stone work and will complete by July 31, 2014
3) Landscaping is not as a result of poor installation but is rather a result of lack of maintenance of the lawn. The lawn was viewed to be weed ridden and poorly maintained. The dead grass follows the city sidewalk and the customer sidewalk from city sidewalk to front steps. This is indicative of winter kill from having snow shovelled onto it and may also be a result of salt in that snow as well. This is in no way a warrantable item and required maintenance to have the grass recover from the winter and there is no evidence that this took place.
There has been an onsite meeting with the client prior to him filing with Revdex.com and there is a subsequent meeting July 15 at 1pm onsite again. As previously stated to Mr. [redacted], Daytona Homes will be repairing the concrete and modifying the stone work however the landscaping is a maintenance issue and has been adversely affected by poor maintenance and no action will be forthcoming from Daytona Homes.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Concerns were elevated to the President of Daytona Homes, who responded with an email and had immediate follow-up by Manager of Construction and Customer Experience Coordinator. Met on-site with these two individuals on July 15, 2014. They have responded by assuring me of forthcoming resolution to the issues I have mentioned and have given me workable timeframes in which it will be completed.
Some corrections need to be made to the response above:
Landscaping was not the result of a lack of maintenance. I followed the instructions given to me by their warranty department: watering the lawn vigorously. The issue of poor installation was brought to their attention last Fall 2013 after the lawn had been put down. I had a landscaper look at it then who told me it had not been rolled in order to taken root. I rolled it myself this Spring. It is expected that snow will affect the lawn however, major patches of lawn never took because of poor installation by the landscapers contracted by Daytona. [redacted] The area mentioned was not weed-ridden; perhaps they were looking at the neighbor's lawn which is weed-ridden. [redacted]
The last meeting on-site with a representative of Daytona warranty department occurred Friday May 16, 2014 at which time, my concerns were expressed and as I have come to find out after my meeting with the Manager of Construction on July 15, 2014, I was given inaccurate information by the warranty people on some of these issues.
There is still a concern that the warranty department did not communicate effectively or in a timely manner. Emails simply stated that issues had been referred to the tradespeople and no additional follow-up as to timelines for completion of work, customer satisfaction, etc., came about. The resolution of any issues has been the result of my follow-up to the builder and not as a result of their follow-up with the trades, etc.
Initial Business Response /* (1000, 5, 2014/03/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX ext [redacted]
Contact Email: [redacted]@daytonahomes.ca
Homeowner requested anniversary visit at the 11th month of their warranty period. This is generally the timeframe we contact...
the homeowners, so they were being proactive (which is good to see) and contacted us. A visit was scheduled for July 26th, 2013. Conducted said visit and made a list of items (all normal for new construction) to be addressed. After consulting trades about repair scopes of work a trade day was set for Sept 20, 2013 around planned Homeowner holidays/Daytona availability. Received an email from the homeowner Aug 10th, 2013 in regards to the bee concern. Issue was addressed in as quick a manner as possible. Sept 20th trades day was held and all items were addressed at that time except drywall and paint touchups that were in progress (completed Oct 19). Material for window well rock was ordered (now documented as a seasonal item). Contacted by homeowner Feb 9, 2014 (6 months past warranty) in regards to a tub leak in main bath. Explained that this issue typically falls under homeowner insurance at this stage of ownership, but were happy to help them with advice to get them pointed in the right direction. Also explained that if the plumbing contractor found a definitive latent construction defect Daytona would step up to the plate. Plumbing issue was arranged for by the homeowner and addressed the next day (Feb 10, 2014) but it could not be determined the exact cause. Homeowner was not satisfied with Daytona's stance was that the issue did not fall under warranty. Daytona offered to contact Alberta New Home Warranty and look further into how to proceed. Feb 13th, 2014 ANHW stated that there is no action required of a builder under these circumstances. Homeowners not satisfied. Daytona has explored different avenues to make sure we as the builder have followed proper procedures, and we understand that this timeframe has not always satisfied the homeowner. Currently (March 13) Daytona is fixing the drywall and flooring issues as a good will gesture. Drywall repairs are in progress and hardwood will be addressed after. Completion anticipated March 25th depending on trade availability
Initial Business Response /* (1000, 5, 2014/12/02) */
To whom it may concern:
RE: This letter is in response to a formal complaint lodged by Mr. [redacted] about Daytona Homes to the Revdex.com - Case # XXXXXXX
On November 13, 2014, Mr. [redacted] had sent to our sales...
consultant [redacted] a message regarding his dissatisfaction in his dealings with our organization and indicated that he had filed a formal complaint with the Revdex.com. [redacted] came forward with this message and we spoke about the situation. Immediately upon discussing the situation with [redacted] and in response to this e-mail, I called Mr. [redacted] in an attempt to apologize and to see if there was anything that we could do to try to improve upon his experience. Mr. [redacted] had indicated his displeasure over a lack of contact from our sales representative and commented in his email that it had been three weeks since his last correspondence with our representative and found this to be very unprofessional and represented a poor image of our company.
The sales department ultimately falls on my shoulders, so I thought it prudent to apologize on behalf of the company for the lack of customer service on our behalf. It is important to us that every customer gets the best experience possible with Daytona Homes, and we strive for this standard of excellence at every juncture possible. Unfortunately in this case, there was a breakdown in our internal process, which resulted in the negative experience that Mr. [redacted] has made you aware of. We have since identified the breakdown and have implemented steps in the hopes that this type of situation will be avoided with any future customer. There were also other variables that contributed to the negative experience such as staffing turn over at the Showhome and waiting on customized price request submissions (which is outside our normal scope of practice but our sales consultant was attempting to accommodate the purchaser's requests).
Upon my apology, Mr. [redacted] accepted and thanked me and acknowledged that it was part of my responsibility as a manager to assume responsibility. I asked him if there was anything further that we could do to try to improve upon his experience, but he commented that there was nothing further that could be done. Our sales consultant, [redacted], was also present and he wanted to apologize for his lack of communication and said he "felt dreadful that this had slipped through the cracks". It did not seem that Mr. [redacted] was interested in discussing the situation any further, so we politely ended the conversation and I asked [redacted] to follow up in returning Mr. [redacted]'s deposit cheque. [redacted] has since followed up with Mr. [redacted] and the cancellation and return of the deposit is in the process of being completed.
Regards,
[redacted]
Sales Manager
Daytona Homes
XXXXX - XXX Street
Edmonton, AB
T5S 1J7
PHONE [redacted] ext [redacted]
DIRECT [redacted]@daytonahomes.ca
www.daytonahomes.ca
I am very displeased with Daytona (And before you read the statement below, please know I have experience building with another builder in the past and had a relatively painless process. Minimal, expected hiccups along the way). I will receive my home in the latter part of 2015. They're workmanship is lazy and I had to bend over backwards continuously to have very simple errors fixed (incorrect placement of cabinets, inaccurately measuring permanent fixtures in the home, mounting hardware unlevel). It was an extremely long and painful process. [redacted]. They would mention that certain things were breaking electrical code (which they weren't - my father is a master electrician), specific cantilevers couldn't be done because of lot lines (which wasn't true, other homes in the area were already built with exactly what we were asking for) and that specific detailing on the outside of the house had to be done a certain way because of 'siding type' (Again, if you were enthusiastic enough to drive around the neighborhood, you would see that this was a lie as well). Once confronting Daytona, they would create a new set of excuses. After fighting tooth and nail, Daytona would finally succumb to the requests of the paying customer.
Every time I went to visit my home during the finishing stages, I was horrified. There were employees slamming tile and placing tools on my quartz counter tops, mud and sand all over the REAL hardwood floors, pop splattered and stained up the walls, and at times the house smelled of cigarette smoke.
I was so upset with the way my house was being treated I brought it to the attention of the sales associate looking after our area. When I made mention of how it appears the trade workers "don't give a sh**" She said "You're right, they probably don't"
When I tried to explain to her that this is the image that Daytona is giving themselves (lazy, disrespectful workers), she non chalauntly brushed off my concern.
Needless to say, after months of fighting with Daytona and being my own advocate, I am happy that I have received my house and it is the way I had envisioned.
However, I would NEVER recommend Daytona to my family or friends, unless they have the time to become a full time baby sitter on the side of everyday life.
Please do note, although rarities, there are some exceptional employees that work for Daytona. I never once had issues with the staff at head office or with Daytona's law firm.
Initial Business Response /* (1000, 8, 2014/10/01) */
The builder completed the one year anniversary visit on Aug 23, 2013 and there were a few items to be addressed, which were completed on Sept 5, 2013 as arranged with the homeowner. At that date the arrangement made was that the builder...
would be notified by the homeowner prior to back yard landscaping so fencing could be removed in order for eqipment to access the yard. Settlement and rock would be addressed at that point. Builder received a call from homeowner on June 13th wondering why settlement issues had not been addressed yet. Informed homeowner that we had not received notification from them in order to proceed. Information was given to contractor at that point for work to be completed. Received an email from Homeowner on July 15, 2014 that issue had not been resolved. Contacted trade again. Spoke with trade again Sept 9th and Sept 16th. Due to rain last week work was not completed. Spoke with trade again today (Oct 1, 2014) and have been told it will be completed tomorrow morning (Oct 2, 2014) Will call and confirm again in the morning. definitely want this done for the homeowners so they can move forward.