D.R. Horton America's Builder

A meeting has been scheduled to assess *** ***’s concerns on Friday 3/2/@ 1pmThanks,

Please accept this correspondence as D.RHorton, Inc.’s (“DRH”) response to the Better BusinessBureau (“Revdex.com”) with regard to the above-referenced complaintI apologize for the difficulties *** *** feels he has encountered while attempting to resolve his concernsI assure you that
DRH strives to provide quality service.It is my understanding that *** *** successfully closed on this property on or about June 1, *** *** has previously contacted the division regarding his customer service requestsAs a result the division is in direct communication with *** *** and is working to reach resolution to all of his requests.I appreciate the Revdex.com providing me with an opportunity to respond to *** ***’s complaint andits attention to this matter

We have been in communication with the homeowner over the last several months and have been actively working to resolve their concernsWe are pleased that we reached a mutual resolution on October and the matter is now closed

We have an appointment set up for 7/14/16, tomorrow, at am. The roofing contractor will be inspecting the roof from the attic to identify and fix the leak. I will follow up with an email once the work is complete Sincerely, *** *** *** Area Construction Manager Capital Division

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
Regards,
*** ***
THere have been NO messages on my answering machine which I accessed every day of the six days I was gone I did speak to Kelly from the granite company She told me to call her as soon as I returned I will call her tomorrow The complaint is not only the SEAM, it is all the scratches and dip in the seam area where they attempted to repair it I will call Kelly tomorrow

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
Regards,
*** ***

The family room ceiling framing has been inspectedWe removed the entire ceiling, shimmed the joist as needed to make the ceiling flat and verified the ceiling framing with a series of string lines before replacingThe drywall and texture has been replaced and checked with both a four-foot and
six-foot level and found to be flatNo additional repairs are being offered

Ms***, we have re-evaluated this customer’s complaint and statement of the problem. Although we have not changed the basis of our decision that we were not offered a chance to examine the issue before having an outside vendor do the repair, which is supported by the RWC Limited Warranty
provided to all our customers, we are going to reimburse the homeowner $to cover their costs. This was the full amount indicated on the invoice from the heating and cooling contractor for the work completed. I have spoken with the homeowner today, Wednesday 06/01/16, and she was satisfied with the reimbursement. Thank You, *** *** Customer Service Manager DR Horton, Birmingham

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,
*** ***

Hello *** ***, On November 8, we made a settlement offer (see attached), which outlined what *** *** would address, and our offer remains Regarding damage to “household items” - an insurance claim will need to be filed with the moving company of record for your claim of
damageWe will send a notice to the company of your claim and someone from the moving company will contact you

This letter is in response to your email to *** *** at D.RHorton, IncAmerica's Builder dated January 8,pertaining to the complaint listed above.Mr& Mrs*** signed on 3/15/and agreed to their Limited Warranty contractSection of theircontract states - Time tor Corrective WorkSeller intends to fulfill its obligations for a particular claim jarDeficiencies, loss, damage, Unintended Water or Structural Dejects within (30} days of its receipt of a writtenrequest so long as Seller is given reasonable cooperation by BuyerBuyer recognizes that a thirty {30} dayperiod for certain covered repairs or replacements may be insufficient, however, so it may be necessary toextend the thirty {30} day period.D.RHorton responded to the leak reported by Mrs*** on November 30, and completed theremediation/restoration repair in a reasonable and appropriate mannerThe Post Remediation VerificationInspection Reports were provided to Mr& Mrs*** that confirmed clearance to proceed and complete therestoration work.D.RHorton made a courtesy offer of $1,to the ***s that included the costs for electrical used during theperiod the remediation/restoration work was being performedWe agree to extend the courtesy offer untilFebruary 1, We sent a letter to Mr& Mrs*** requesting copies of their E*** electrical statements forNovember 2015, December and January 2016, so we can determine the cost reimbursement of electricalused during the remediation/restoration repair performed at their home, should they not want to accept ourcourtesy offer and only want the electrical usage reimbursed.D.RHorton takes a lot of pride in the communities we build and the warranty we provideThe leak repair at the*** home is completed and we continue to address any warranty claims submitted by Mr& Mrs***.Thank you for your t ime in this matterPlease feel free to contact me with any questions

Complaint: ***
I am rejecting this response because:this is the same failed promise that has been made before
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
Regards,
*** ***

In regards to complaint ID *** communication with the homeowner has been made and repairs have been scheduled Thank you, *** *** Customer Service Assistant/Warranty Coordinator D.RHORTON America’s Builder

We appreciate the opportunity to address the customer's concerns and currently have an appointment scheduled for a customer service representative to visit their home on Nov29th

The faucet in question is no longer covered by the customer's one-year warranty; however, the faucet manufacturer or the homeowner's insurance company may be able to assist the homeowner in resolving the leak

Thank you
for the notification of complaint. The
Warranty Department understands and sympathizes with our homeowner’s
frustrationsOur Warranty
Department has been in regular contact with our homeowner and as protocol
dictates, we assigned the repair tasks to the original
installation
plumbers. Ultimately, our homeowner did
not feel confident with the original plumbing vendor and thus, abruptly
escorted an assigned technician from his home.In order to
accommodate our homeowner, we assigned another of our pluming vendors to repair
the leak, though a vendor not relative to any original installs within this
particular homeowner’s home. As for the
shower, our Warranty Department has contacted the manufacturer and requested
they send out their own technician to investigate the issue. As of today,
the newly assigned plumbing vendor has completed the drain repair with positive
accolades from our homeowner and the shower manufacturer has been tentatively
scheduled for next Wednesday, January 25th, pending our homeowner’s
schedule. Our Warranty Department will
be following up with our shower manufacturer, and of course, our D.RHorton
homeowner, not as a reactionary means, but because we do value our homeowners,
including this particular homeowner and his family

All documented concerns were completed by Friday 11/06/15. Homeowner is having a curtain cleaned due to some paint splatter and we are going to reimburse them for the cleaning costs. Homeowner was satisfied with the work and there are no pending issues Thank You,
*** *** Customer Service Manager DR Horton, Birmingham

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 belowThe health department did call me when they came out the property and I spoke with them on the discussion with a VP name *** who asked for the time to resolve. At that time I was advised a letter was send by the health department directly to *** and give timeThey have advised if I need to reopen their is a note in the file to do so. I put on the hold the complaint per my conversation with ***. Then next day was contacted by a women in *** that advised I would just have to live with it. I have call *** the President of *** who I was advised was to busy to respond. I do intend to have the Health Department back out to review. When purchasing the property it was advised this not turn into a dog park. Also it was not located in front of my home or any contract that I signed. This also will cause a decease in home value and discomfort with smell, bugs and late night increase traffic with dogs barking. Would you want this feet or less in front of your home. This is a VA and I am the financed vet . A complaint has been submitted to CVGC.VBAPHOVA.Gov in Washington against the builder. This is the organization that regulates the builder in which VA loans are offered and or community qualified to get VA funding. If DR Horton is allowing this to happen and they take out on a person when they complain, then this is not a community or other communities by DR Horton that VA should be giving their approval. I am awaiting their response and then will file with the Consumer Protection Agency. Also this occurred a couple years ago and the original sign concerning dog waist was put up. It did decrease for a while and now is back. I seems the properties are turning into rental properties and those that have not respect for the community is allowed to bring down values. As far as the *** taking action. They don't unless you can provide a pictured of the violations. Also the property is not having the feces picked up twice a week. Also the day I called on the spraying the girl indicated it was being done once every three months and just occurred. They next day I saw someone spraying. I have asked when this occurs and given no specific daysI have contacted the company several times. I have left a message for *** the President of *** who not responded. I VP indicated it was DR Horton that was taking the action not them?
Regards,
*** ***

Thank you for your assistance in trying to resolve Mr*** concernsAs Mr*** suggested in his email to you, D.RHorton’s attorney will contact Mr*** attorney in order to work toward a final resolution of this matterThank You, *** *** Vice President Customer Relations D.RHorton - America's Builders South Coast/Inland Empire Division