Devine Mortgage, LLC

I have reviewed the response made by the business in reference to complaint ID [redacted] and they did not provide a resolution in their letter We just want it to be known that we have never once spoken with the Vice President and General Manager [redacted] ***The only person that will communicate with us from Bastian Homes is [redacted] We just want the house to be completed as soon as possible since it will not be completed by the date listed on the Construction Schedule that we were given on May 5, The week of June 15-was supposed to be the "Walk through/Closing" and they still have a lot of work that needs to be completed We hope that since we have "accepted" this that they still continue to work on completing the house and that they can complete it by July 1, I don’t think that is too much to ask for, if they need to hire more people and work seven days a week to make this happen then that is what needs to be doneThis has gone on long enough and we just want to be in our new home Regards, [redacted] ***

July 13, 2016Revdex.com Western Pennsylvania Holiday Drive Suite 220Pittsburgh, PA 15220RE: Complaint # [redacted] In his complaint, Mr [redacted] details many items regarding our company team members, timely action, work progress, subcontractors and moreThere is no completion date/deadline ever given as to the definite completion of any home due to the very problems encountered hereWeather, financing, material acquisition, local labor time scheduling and availability, regulatory inspections, and staffing problems are just a few of the reasons that no home builder will give a completion date.In an effort to finalize this construction for the past few months our company Vice President, Steven R [redacted] has himself been communicating with Mr [redacted] , and traveling to West Virginia as well as personally overseeing the work on the residence.As of last week, Mr [redacted] has moved into the home, in good faith on our part, prior to our firm receiving the final payment due, as well as his signing off on formal settlement and warranty paperworkSteve R [redacted] is in constant communication and is working directly with Mr [redacted] and we are now compiling a "punch list" of work that needs to be completed and arranging for local craftsman to complete this work to the satisfaction of our customer.No project is quick and easy when dealing with many people and intricate variablesBastian Homes has and will continue to try to meet the needs of our customers.Sincerely,Darlene [redacted] Senior Accountant

From: [redacted] Date: Thu, Mar 17, at 9:AMSubject: Complaint # ID [redacted] To: [redacted] To whom it concerns: This is in regards to the above complaint number regarding Bastian Homes, Dover, DE.I called Bastian Homes (###-###-####) on March 15th and spoke with Steve R***, not sure his exact title but I think general manager Told MrR [redacted] the problems I have had in the last years with my roof He said he would talk to the builder of my homeWilly ( builder) was not in the office but would be back later that day and I would hear from Bastian Homes on Wednesday, March 16th I never did receive a call and I was home all day.In the next 2-weeks (weather permitting), I will be having the old roof shingles ripped off and have the whole thing replaced with underlayment and then shingles If Bastian Homes wants to come and take pictures of the old roof with patches all over the roof and see that there are shingles not even nailed on, they should come ASAP.I am not asking Bastian to pay for the two previous repairs even though they are responsible but I am asking for the cost of my insurance deductible of $for this whole roof replacement They will say it was inferior shingles but they are the ones who supplied the shinglesThe roofers did not properly install the roof underlayment and shingles.Thank you, Mrs [redacted] ** [redacted] -phone ###-###-####

I am in receipt of your claim # [redacted] representing a complaint from [redacted] Our Uniontown PA office did enter into a contract with Mr& Mrs [redacted] on 3/5/and we accepted a deposit of $1,000,It was decided to close the Uniontown PA office as of 7/31/and a letter was issued to the [redacted] 's advising them that due to circumstances we would not be able to build, their planned home a we would, not be in the area any longer, They should have received their refund soon afterThe responsibility to issue the payment was that of another of our team members, who did not respond in a timely mannerEven when Mrs [redacted] would call in and inquire when payment was to be made, I myself "dropped the ball" and didnot insist and follow thru with making sure that the refund was issuedToday I took it upon myself to no longer wait for anyone else to approve or schedule payment and I have prepared the check (copy enclosed)This check will be mailed today

Since the original complaint we at Bastian Homes have worked with Mr& Mrs [redacted] on the completion of their home There have been outside influences that have made this work very difficult but we have endeavored to maintain a professional attitude and responded to their concerns and questions.Our Vice President and General Manager [redacted] has spoken with Mr& MrsBlake on numerous occasions and along with the branch Office Manager of Construction they continue to work with both of them to the successful resolution of their concerns.As of the writing of this message, the work continues on their home and most recently the kitchen cabinets and the vinyl was installed As a General Contractor we subcontract work to local subcontractors and at times construction is delayed due to scheduling and at no time have we purposely halted work on this project and we will continue to the finish to the settlement of the home

Revdex.comI have
reviewed the response made by Bastian Homes in reference to complaint ID ***.There has been no contact from Bastian Homes or a subcontractor to resolve the issues.To assist us in bringing this matter to a close, we would like to know your view on the matterWhat am I to do at this point?
Regards *** ***

As in any case, there are two sides to every storyYes we did enter into a contract with Mr& Mrs*** and they settled their job/home on 3/16/Our firm, Lion Enterprises, IncT/A Bastian Homes has been continually working with the homeowner, *** *** for some time now on a resolution to the door problem at her homeMr*** *** referenced by Mrs*** in her letter, has left our employ and we cannot validate any claims by Mrs*** as to promises made or notOur Vice President has spoken with Mrs*** on a regular basis and has made arrangements to follow the direction and advice of the *** *** door manufacturer with regard to repairs, recommendations and advice and these repairs have been ordered and completedRegarding the paint used at the job site, Mrs*** in her letter states, "I told him to just use what he had brought", which to the subcontractor in her presence, was her approval to use the materials that were presented and on siteIf later, she was unsatisfied, I am sorry, but she did approve the paint he providedAlso provided to each customer, by our firm, is a Residential Warranty Corporation PA year warranty, this warranty is an aid to the customer with resolution claims after settlementThis measure is a 'fall back' for the customer to seek assistance in the event that any registered builder fails to complete the job to the codes established***, a national warranty company, will open the claim and investigate the substance of the claim and provide their findings to both the homeowner and the builderIf a builder is found to be at fault, they are instructed to make repairs, etc under the direction of the *** representativeMrs, *** has been advised, numerous times that if she is not happy, she may contact *** and open a claim for further investigationAs the builder, we cannot open a claim for someone; this action has to be initiated by the customer/homeownerPer information as of last month, Mrs*** has not opened a claim

*** *** *** *** *** *** ** ***October 28, 2016Revdex.com Western Pennsylvania Holiday Drive Pittsburgh, PA 15220Re: Complaint ID ***I appreciate the timely response to our previous rebuttal but let us conduct a ‘fact-check’ on the events that transpiredIs it true that the doors no longer leak? YESIt may have taken a year from the initial notification to get them fixed but they no longer leakPrior to the worker from *** *** arriving at our home to tend to the doors, were we privy to the work that was going to be done to the EXTERIOR of the doors, including the painting of the frame? YESThe worker showed me the paint, which was a different color white than what was leftSo with this being the ONLY painting that we were aware of I did tell him to use the paint he was givenMy thought process was that the builder, who has ALL of the paint specifications for our house, would have made sure that the proper paint was sent for ALL of the jobs that were going to be doneAt that point in the conversation, NOT ONCE did he say he was also going to be painting the INTERIOR casing of the doorSo, for our EXTERIOR casing being painted with INTERIOR paint (which I called and inquired about the following week) we do take full responsibility and will tend to these ourselvesPrior to the worker from *** *** arriving at our home, were we privy to the work that was going to be done to the INTERIOR casing of our door? NOI only found out what the plan was for the INTERIOR casing before I had to leave to get to work.I told the worker it was not acceptable to just paint the trim on the interior of our door as it was DAMAGED so this was not approval to use the paint that he broughtI later found out that it was determined from photos of the trim that it was only stained and not damagedTo us, when the texture of wood has changed from the continual on take of water this wood is damaged NOT stainedSo it is I that am sorry because this was not my fault as Bastian Homes would like to make it outWould a reasonable person expect things to be examined to look for any further water damage if a door leaked for months (doors were installed August and the leaking stopped in June 2016)? - YESIt is our belief that this is a reasonable expectationUnfortunately there was only one employee that shared that same thought and he no longer works for the companyWe expected things to be taken seriously and taken care of properlyNeither of which occurred regarding the interior casing of the doorApparently pride is not something that Bastian Homes takes in their work nor do their contractorsWas the warranty mentioned to us? YESBut not multiple times as their letter statesI remember one conversation I had with MrR***, while we were still dealing with leaking doors, he mentioned the warranty but then could not explain how it workedI have read the warranty book and it states the following:“If your Builder has defaulted regarding a year one Defect obligation for which the Builder is the Warrantor, and you are entitled to a remedy under this Limited Warranty, prior to repair or replacement of the Defect(s), you must pay to the Administrator a Warranty Service Fee of $for each request for warranty performanceIf the Administrator selects to pay you cash rather than to repair or replace the Warranted Item, the Warranty Service Fee will be subtracted from the cash payment due you.”AndDuring years one through twelve you must pay the Administrator a Warranty Service Fee of $for each request for warranty performance regarding a Designated Structural Element prior to repair or replacementIf the Administrator elects to pay you cash rather than to repair or replace the Warranted Item, the Warranty Service Fee will be subtracted from the cash payment due you.”Why should we pay these fees for something that should not have happened in the first place and should not have taken this long to remedy, in a reasonable manner? This is why we did not file a claim.If Bastian Homes wants to place the blame on us so they feel better about the business they are running then so be itAs they said there are two sides to every storyOur story has not changed since day one and it will not changeWe did not accept the work that was done to the INTERIOR casing the day it was done - the two phone calls I made that day stated as muchThe only ‘fix’ that we would accept is replacement of damaged trimEND OF STORY.Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
See attached my follletter to the response from Bastian Homes. This letter is addressed to Bastian Homes, however, I have not sent a copy to Bastian Homes as I assume the Revdex.com will be forwarding to the business
Regards,
*** ***

July 13, 2016Revdex.com Western Pennsylvania Holiday Drive Suite Pittsburgh, PA RE: Complaint *** *** Repair services were contracted to the OC. Cluss repair and warranty division, and on 07/01/they went and completed the jobInsulation strips and jamb
blocks wore installed on both the front and the side doorsThe customer subsequently sent us pictures of the projectThese have been forwarded to *** at ** ** ***In looking at the pictures it was agreed that the markings on the baseboard and the casing was only water marksThe exterior brick moulds were painted as they were not painted at the time of construction/installationDuring the repairs the customer continued to complain to the workers about the weatherThe repair person suggested to the homeowner that they install a storm doorThis is something that we have been recommending to the customer from the beginning of the projectThe trim was not warped, damaged, chipped, broken or showing mold, and that is why it was only paintedOur warranty does not call for this to be replaced as there is no damage only a stain that has been treated and paintedNo project is quick and easy when dealing with many people and intricate variablesBastian Homes has and will continue to try to meet the needs of our customers.Sincerely,Darlene ** ***

I am in receipt of the *** claim #***This matter has been settled directly with the customerOn October 18,our firm issued check # *** in the amount of $21,and as such we have refunded all of their funds, less the amount paid by our firm to install the footers for this
contract, This check was hand delivered to the ***'sCustomer has signed a release relieving our firm of all responsibility with regard to this cancelled contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
While the business has advised that they are experiencing the delays with workers on their end they failed to ever inform us Instead they would provide completion dates for different parts of the work like the drywall being done by the end of September and then several weeks go by We then get confirmation from Steven R*** the VP that both the drywall and siding would be completed by week ending 10/Now with our current houses selling we are going to be incurring costs of our own until the house is finally completedWe wanted the business to provide a more detailed timeline for each step of the project and to stick to it For the last months we have been given anticipated completed work dates only to go to the property to see that nothing has been done The lines of communication between the building managers and us needs to be more frequent.
Regards,
*** ***

From: *** ***Date: Wed, Jun 22, at 9:AMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #***To: Revdex.com

*** *** *** *** *** *** ** *** July 19, Revdex.com Western Pennsylvania Holiday Drive Pittsburgh, PA Re: Complaint ID *** We agree that the completion of projects that involve multiple people can take timeHowever, we do not believe that to have incorrectly installed exterior doors and water damaged trim replaced should take over one yearOur house was framed and doors were installed in August We moved into our house in March Our first call was made to Bastian reporting that the side door leaked on June 15, The first Bastian worker came to the house on July 16, He took off the exterior door trim and sealed between the house framing and door framing with caulking and applied tape and then put the trim backWe notified Bastian on August 18, that the door still leaked after a heavy rainA call was placed on September 1, and the receptionist said she would pass the information onto the worker that had been at the houseOn October 15, 2015 the receptionist returned a call that was made the day before to tell us that a representative from the door manufacturer was going to be coming to the house to look at the door as the Bastian worker didn’t know what else to do - after only being at the house for that one dayDuring this same time period both the worker that was at the house and the receptionist at Bastian’s Uniontown office said that we might have to put a storm door on the houseHowever, the representative that Bastian sent to our home on October 19, stated that if the doors had been properly installed a storm door would not be needed; storm doors are for decoration or if you want a breeze in the summer, not to keep out the rainThere were numerous items that were noted on both the side door, that we had water issues with, and the front door of the house that came up in conversation with the representativeWhen the front door was installed we had to prop it closed with a wood because it was not square and the latch and switch plate were nowhere near each otherThis had been brought to the attention of the person in charge of the job during the buildHe made an adjustment but the door was and still is not squareWe left well enough alone(However we did bring it back up to Gene, the next person that Bastian sent to work on our house, after this door started to leak because we didn’t know if it had anything to do with the leaking problem.) On February 10, 2016, almost four months after the representative was at our house, he and Gene came to look at the doors together and come up with a plan of actionOn February 20, 2016 Gene came back and completed the work that had been discussed on the 10thHe also told us that once we knew that the door was not leaking he would come back, remove the trim, make sure that there was no other damage and replace the trim inside the houseAfter yet more leaking issues a door technician from the door company came to the house and tended to both doors; only to have more issues and have to notify Bastian once againOn July 1, a worker from ** ** *** did come to our house to attempt, again, to fix the doors (as now it was not only the side door that we have had trouble with but also the front door was leaking)He also painted the exterior brick molds on both doorsHe was sent with a quart of paint of which was a different shade than the paint that was left over from our buildI told him to just use what he had brought as I figured the colors would have been provided by BastianAt that time, I was not aware that he was to also paint the interior trim - which I told him was unacceptableIt was not until after the painting was done that I thought to call ** ** *** and ask what kind of paint was usedNot only was the paint interior paint - and it was used both exterior and interior- but the color does not match the other interior trimFor someone to determine by looking at a picture that it was a water stain and not water damage is ridiculousThe texture and appearance of the wood trim was different from all of the other trim, not to mention the brown coloringWe did not spend the amount of money to build our home for the trim and doors to look as they do - it is a new house and should look that wayI have had to make numerous phone calls over the past year and always feel like the person on the other end was listening but not really hearing our complaint or caring about fixing things correctlyHonestly, in our opinion, the correct fix would have been to take the doors out and start over again with new doors and trim; not to have band aid after band aid applied hoping that one would be the right fix for the problemTheir ‘fix’ has not restored our home’s appearance to look like a new homeFor Bastian to say that “our warranty does not call for this to be replaced as there is no damage only a stain that has been treated and painted” is an insultWe did not realize going into this building agreement with a professional home builder that we should have gotten things such as ‘the builder will make sure that the blueprints and material listings are correct for the build’, ‘the person in charge of the job will make sure that doors and walls are square’, or ‘when exterior doors are installed the person in charge will make sure that they close properly and installation instructions will be followed’ in writingWe trusted this company to build our HOMEThey hired people to work for them that did not follow instructions or take pride in their workAs a result of this, over the past year we have gone back and forth (which was very hard to summarize) trying to get Bastian to be a stand up company and fix things correctly so our new HOME looks like oneSo the bottom line is that we are not satisfied with their solution or attempt at fixing the problem.Sincerely,*** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

I am in receipt of your claim #[redacted] representing a complaint from. [redacted]. Our Uniontown PA office did enter into a contract with Mr. & Mrs. [redacted] on 3/5/16 and we accepted a deposit of $1,000,00. It was decided to close the Uniontown PA office as of 7/31/16 and a letter was issued...

to the [redacted]'s advising them that due to circumstances we would not be able to build, their planned home a we would, not be in the area any longer, They should have received their refund soon after. The responsibility to issue the payment was that of another of our team members, who did not respond in a timely manner. Even when Mrs. [redacted] would call in and inquire when payment was to be made, I myself "dropped the ball" and did. not insist and follow thru with making sure that the refund was issued. Today I took it upon myself to no longer wait for anyone else to approve or schedule payment and I have prepared the check (copy enclosed). This check will be mailed today.

I am in receipt of the [redacted] claim #[redacted] Per Steve R[redacted], this matter has been settled directly with the customer, We have contracted with a subcontractor to go to the home and make the necessary repairs. This work was to have been done earlier this week..

July 13, 2016Revdex.com Western Pennsylvania 400 Holiday Drive Suite 220Pittsburgh PA 15220RE:Complaint #[redacted]In an effort to finalize this warranty situation, for the past few months our company Vice President, Steven R[redacted], has himself been communicating with Mr. &...

Mrs. [redacted], as well as personally overseeing the warranty work that needs to be completed on the residence.The local installer, [redacted] ** Flooring, who was to correct and complete the work, has been hospitalized. Another craftsman was contacted arid he is not familiar with how to correct the problem. To this end, Steve R[redacted] contacted the material supplier, [redacted] Carpet, and he is going to contact the replacement installer as soon as the ordered material has arrived and give instructions for material pickup and how to make these warranty repairs. The material is to arrive on Friday 07/15/16 so that this can be done to the satisfaction of our customer.No project is quick and easy when dealing with many people and intricate variables. Bastion Homes has and will continue to try to meet the needs of our customers.Sincerely,Darlene [redacted]Senior Accountant

Upon investigation by our Vice President S. R[redacted], we have found that since the 2005 settlement on this job, our employees have been to this home once for a service call.  We have not been notified of any other difficulties in the past 11 years.  Ms. [redacted] called this office and spoke to our Vice President.  Based on the time lapse and no prior notifications of problems, Mr. R[redacted] informed Ms. [redacted] that the recent and current high winds disturbance of her roof covering does not fall within the parameters of our firms responsibility.  Please let me know if I can be of further assistance.db petrone  717/671-0111

Our firm entered into a contract to build a custom home for Mr. & Mrs[redacted] on 9116115. Excavation for the foundation took place on 3/24/16. While every effort is made to keep a job constantly running, there will always be delays which is why no actual completion date is ever given for a...

job.“Promises" of work to be done/completion or delivery of supplies is based on what we have ordered/scheduled and does not always happen for a variety of reasons.Our firm uses local craftsman and suppliers to build homes. We do not have our own staff that is employed to do the actual hands on work. This past spring and summer has been very difficult to retain local craftsman as the subcontractors that we normally use, who work for themselves, were engaged in work for other builders or General Contractors. We have also experienced delays because these same craftsman would promise to go to a job site to work and would not show up for work, or they have agreed to work for a specific price and have informed us at the last minute, that they now require more money than the original agreement. This has forced us to took for other qualified, insured and licensed workers to keep costs down and most cases, we have to pay higher prices for the work.The [redacted] job site is not the only one that is suffering and we are attempting to seek experienced help from subcontractors from out of the area and complete the job with quality in mind.Our team is working to assist the family by scheduling to finish as soon as possible