D.R. Horton America's Builder

Complaint: ***
I am rejecting this response because: We met with *** *** and *** today and the issue with the floors will be addressed on Tuesday, November 29th. The engineers and Frank will be here that day. The issues with the driveway has not been resolved yet because when the contractors came to repair the driveway, they damaged it more. The section of the driveway closest to the road is cracked now. And also the corner at the end of the driveway is cracked. We pointed this out to *** before and he said that it would not be repaired. Frank promised to have it fixed when they are ready to pour another driveway. I am satisfied that progress is going to be made but until these repairs are done, I will not settle this complaint
Regards,
*** ***

A DR Horton representative came by to assess our yardI have heard nothing from him since then in regards to the remediation of our problem

We do understand how frustrating this has been for some of our customersThat is why *** *** *** (***) and ** *** (***) have provided assistance to our customers through the investigation of NIBCO tubing installed in your homeAs you know, the mechanical warranty, (HVAC,
Plumbing and Electrical), which includes the plumbing system warranty ran for two years from the original date of closingThere is currently no active mechanical warranty on your home and the only resource for you as a homeowner would be through your homeowner’s insurance, if *** and *** were not providing assistance to you our valued ** *** homeownerThe NIBCO manufactured tubing installed in some of our homes has been the concernWhen a leak is reported to *** *** *** by a ** *** homeowner and *** is allowed to investigate, document and repair the NIBCO tubing leak, (this includes collecting a sample of the leaking tubing)** *** will assist *** and our customer by covering the cosmetic damages associated with that leakPlease understand, ** *** does not purchase plumbing supplies, install plumbing systems or manufacture plumbing linesThese products are provided by the plumbing contractor and subsequent systems are covered by the plumbing contractor, distributor and or manufacturer warrantyThe cross link polymer tubing (referred to as PEX) in your home is manufactured by NIBCO and is the tubing selected by the plumbing contractor, which has been tested by the American Society for Testing and Materials (ASTM) technical standards for water supply line use in commercial and residential structures worldwide The service commitment to our customers is a simple oneWe will try to work with you through any challenges you may encounter with your ** *** homeOn September 10, an offer to replumb (OTR) your home was provided to youThe Re-Pipe Specialist contractor will contact you by e-mail to arrange a walk-thru prior to your Replumb In the meantime if another leak occurs please contact *** *** *** for assistance and then e-mail ***We will handle the consequential damage (water extraction, drywall, carpet) as we have done in the past claim for youRespectfully,

This is a follow up to a complaint by *** *** Mr*** is not the owner of record for the home. Nevertheless, our vendor has been to the home to inspect / repair if needed, the sliding glass door track. This inspection was prior to Mr***’s complaint. Our
vendor found the sliding door track to be performing as designed and there to be no issues present. Additionally, our vendor (Lumber) in an effort to address Mr ***’s concerns, was going to add additional weep holes in the slider track to assist in allowing water to drain out of the sliding glass door area faster. Mr*** initially refused this work. After receiving this complaint, our vendor was notified and after meeting with Mr***, he has agreed this adding of additional weep holes is acceptable and the vendor is scheduling to perform this work. Thank you *** ** *** Area Manager - Warranty / Customer Service

Response regarding Ms*** ***: (Revdex.com Complain *** *** We will be replacing her walkway and installing a French drain. We will re-grade the swell and tie the downspouts into the drain. The homeowner has agreed for this work to be done to her satisfaction *** ***

We have been in communication with the customer and repairs are scheduled for May

We will be refunding 100% off all collected deposits provided that Mr*** signs a cancellation formWe have told him this and the date he is referring to is an estimated close date. He was
notified his home was ahead of schedule and therefore his closing was being moved up and it is unfortunate that it did not work with his time frame. Per our contract seller sets the closing date and upon completion of the home we expect buyers to close It will take two to three weeks for him to receive his deposit back

All of the ***'s concerns have been addressedIn reaching out to the customer yesterday, they confirmed everything was resolved

*** *** has been in communication with the customer to resolve the remaining items that needed to be addressed on their homeWe appreciate the customer's feedback and their patience in this matter

The site manager spoke with the homeowner today regarding their landscaping concerns and discussed a repair planPending the homeowner's acceptance of the repair plan, *** *** will move forward with the landscape work and looks forward to addressing the matter for the customer

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

Just got off the phone with *** *** and he said there were still a couple of concerns to address, and we went over those

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 dispute
Please enter your reason(s) for rejecting the business response below.DR Horton has made many empty promisesYes, we have lived in our home for years and I know the policy handbook states that we are only covered for the first yearDR Horton does not have to resend that and/or mention that every time we contact themPerhaps, they could try fixing the problem instead of throwing that policy attachment into all the e-mails and complaints No favors have been provided to us at all I have proof that our issues have been on record since the first week we moved inI have text messages, phone calls and e-mails stating that someone will come to fix the issues within "weeks"Unfortunately, they are all empty promisesThey come once, then ignore us for months, until we call backVery unhappy for now.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me. I have not yet received a check back from them and it has been one week since the response was sent so if they could let me know when I would get reimbursed that would be greatThanks
Regards,
*** ***

Members from D.RHorton's sales and construction departments met with the buyers to confirm the selections installed in the customer's home are consistent to those selected on the design sheet

Our Customer Service Manager, *** ***, met with the homeowner along with a representative from *** ***. Being that the homeowner proceeded with repairs prior to reaching out to us for assistance we can’t fully determine what the issues were. Therefore we reviewed the invoice
from MrSparky, and the work that was noted as being done was estimated to cost $1,through our contractor *** ***We offered to reimburse the homeowners our cost of $1,as well as adding ceiling fans throughout the home as a goodwill gesture

This issue has been addressed several times through the Revdex.com, emails and multiple conversations with the homeowner. As the homeowner has indicated we have offered a solution that would completely remove the drainage swale from her property. We feel that this is a fair solution for both
parties and continues to be the only one we will offer since we feel that the swale is beneficial to the community Thank you, *** *** Customer Service Coordinator * *** ***

With regards to the issue related to the cracked bathtub, per the attached documents, damages to tubs and fixtures are excluded from any warranty coverage unless noted on the Pre-Settlement Demonstration (PSD) documents prior to occupancy. As you may note in the attached copy of the PSD
form, there is no notation related to any damages to the tub on this document as confirmed by the homeowners signatures of acceptance. Have also included a copy of the RWC Limited warranty which also notes this exclusion (highlighted) from the warranty for your review In closing, regrettably D.RHorton cannot assist the *** with their request for the tub replacement Thank you and please do not hesitate to contact me should you have any further questions related to this matter *** *** DR Horton - America's Builder! Customer Service / Warranty Manager

Revdex.com:
I am in the process of getting items to DR Horton Unfortunately, I am experiencing computer problems This affects my ability to provide some documentation I require a bit longer to be able to get to my files I am aggressively working on it and will keep everyone informed
Regards,
*** ***

We appreciate the customer reaching out to us regarding their concernsWe have confirmed the division warranty department has been in communication with the homeowner and received their list of items last FridayThe service request has been processed and a service manager will be contacting the
homeowner this week to schedule an appointment