D.R. Horton America's Builder

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

Our managerial staff met with the customer and have currently resolved any and all concerns at this time

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

We apologize for the delay in responseThe flooring has been replaced as agreed and signed off as complete

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,
*** ***
Yes all other items have been addressed but I still have not had any response to my cracked counter top being replaced or my Lanscaping issues! I do not accept the back and forth between Dr Horton and the counter company as to who's fault and who is paying for itIt was Dr Horton who hired the company therefore it should be their responsibility to resolve the issue! I paid money for granite tops in excellent condition not ones with half as repairs!

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

To Whom it May Concern; In response to Revdex.com complaint ***A joint inspection is scheduled for today 11/03/with both the electrical contractor and manufacturers rep of the breakers. If a plan of action is needed it will be comprised at this inspection Thank you,
*** *** Customer Service Assistant/Warranty Coordinator D.RHORTON America’s Builder

Complaint: ***
I am rejecting this response because:All pending items are not completeThe air unit has not been chargedThe window sill was damaged during past mold removal from wall do to back door leakingWindow sill still needs properly painted or replacedBack door trim was cut to short and needs replacedWe are still waiting on these pending itemsI would hope that before submitting a response the company would at least verify their response is accurate.
*** *** *** ***

We appreciate the customer bringing this matter to our attention apologize for any confusion regarding the cancellation of the contractA new cancellation agreement has been sent to the customer confirming return of the earnest money deposit

We understand the customer's concerns and frustration with their warranty issues and we always attempt to go above and beyond to help our customers with any warrantable items that ariseOur records show a past issue with the fence leaning and a repair attempt made
We will certainly address this again and have the fence repaired properlyWe will also address the wall that isn’t straight and the possible leak in the wallThe home is less than one year old and we agree these items need to be taken care of under the warrantyWe explain to our customers that all landscaping including sod is exempt from any warranty unless noted prior to closing as these are perishable items and we have no control over their careThe customer has signed paperwork stating the sod was alive and well when doing the orientation of the home and that they understand the landscape is exempt from all warrantiesIf the customer would like to replace the yard this spring we are willing to put them in contact with our landscape vendors and ask that they extend our pricing to the customer

Regarding *** *** complaint about return of his deposit, our accounting department advised us that Mr*** would have the refund check of his $deposit by WedJune 15, Thank you Lauren Eastman Sales Manager-North Florida

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,
* * ***

Complaint: ***
I am rejecting this response because this is only a temporary fix and does not permanently fix the main issue ** *** needs to step up and correct this error in the design I understand that the company has "enhanced" their floor plans, however, when it comes to issues like this that can cause severe damage in the long run, it needs to be fixed I can pressure the stone myself, I don't need the company to do it as a courtesy Again, the news and I are working together to get this issue televised
Regards,
*** ***

Per the Customer Service Manager of the San Antonio DivisionI believe the plumbing work was covered by the plumbing contractor warrantyAs fort the timeline to repairThe plumbing contractor set the schedule to repair and DRH warranty was not involved in the repairIt is my understanding the repair did take sometime to complete

Complaint: ***
I am rejecting this response because:This is incorrect due to improper repairs we were forced to file a lawsuit that is in pending litigation see case number ***
Regards,
*** ***

*** *** is in receipt of the above-referenced customers’ Revdex.com complaint and appreciates the opportunity to respond. *** *** takes great pride in customer satisfaction and has a long history of satisfied homebuyers for almost years. We regret that the *** had a negative
experience with us and acknowledge that we could have handled various aspects of this matter better, including through clearer communications with our customers. For that reason, although we disagree with the ***’ characterization of the events that led to cancellation of their contract, we are refunding their $1,earnest money deposit as an accommodation to resolve this matter

My representative met with the homeowner at the above address this afternoon and is meeting our landscaper onsite tomorrow to identify a solution and establish a timeline to correct the holding water. Repairs should be complete within a week Thank you, *** *** Customer Service Manager- Carolinas Division *** *** ***
*** ** ***

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
Hello! I have been contacted by a manager at DR Horton and would like to update my claim. After discussing the issues
with the manager directly and providing him photo's and video he has approved to fix the drainage issue by installing a french drain and laying sod in areas where the grass had died due to the excess water in the areaIf you have any questions, please feel free to contact me. Complaint #***Regards,*** ***
Regards,
*** ***

We are in communication with the customer and are actively working to address their concernThe refrigerator order has been placed and a representative will be in touch regarding expected deliveryWe appreciate the customer bringing this matter to our attention

We have been working with the customer to provide assistance with the repair