D.R. Horton America's Builder

Customer: *** ***We intend to settle some of the complaints, some of the
complaints are unjustifiedWill work to schedule a time for repair next week.Response#Tape on walls: The taped Item were addressed prior to
the closing.#Pitting in the driveway was corrected June 3rd 2016#
Superintendent will coordinate repairing the (fan not
fitting correctly)#Although not necessary we will add row of sod to the
rear of the property.#Superintendent was not made aware of hanging wires on
the exterior.#Drafts at windows, one sash on order and rest of windows
are with in tolerance, no other action will be taken.#Windows off center, all are with in tolerance no further
action will be taken.#Windows don’t open and close properly, all were adjusted
no further action will be taken.#Baseboard and kick board need replacing, Material on
site and will be replaced.#Ticking at stairwell not warrantable, will repair wall where
an attempt to was made.#Taping and painting items were taken care of prior to
walk through, no further action will be taken.#April air is operating per manufacturers spec, no
further action will be taken.#Missing cement on apron of garage, work order has been
sent to concrete vendor.#Wood floor looked at by third party and was determined
to be acceptable.#Flickering lights are due to main power line
interference, there is no solution at this point but we continue to try and
resolve by trying different things.#Doors and Drawers that are chipping have been ordered
and are on site, will install

In response to Revdex.com Complaint ***: homeowners request was completed on 05/10/16- please see attached picturesThank you, D.RHORTON America’s Builder

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*** *** ***Re: Revdex.com Complaint ID *** ***Dated September 30, 2015Dear *** ***D.RHorton, Inc("DRH") is in receipt of the rejection that Ms* *** submitted regardingthe above referenced complaint sent to the Revdex.com ("Revdex.com")Ms* *** furtherstates that she was not given a list of preferred contractors, she indicates that she still believes D.R.Horton liable for costs and also states that she believes she has structural damage to the kitchenislandPlease let this letter serve as DRH's final response to Ms*** rejection and complaint.The residence located at *** *** *** *** *** *** ** ***, the ("Property")is the second home purchased by Ms*** The first D.RHorton home she purchased was on*** *** *** *** *** ** *** on or about July 19, Prior to this incident,Ms* *** has submitted at least three (3) warranty claims to D.RHorton on her current home.She has experience with the process and procedures that are required of anyone who purchases aD.RHorton home, and is well aware of the information available to her in addition to her rightsto warranty repairs.D.RHorton disagrees with Ms*** position that she was not given a list of preferredcontractorsAt or near the closing on her Property, D.RHorton conducted a new homeownerorientation with Ms* *** where the warranty process was explained and a warranty packetprovided to herShe acknowledged by her signature that she received all warranty paperwork.See the enclosed documentationThat warranty paperwork clearly instructs homeowners tocontact either D.RHorton or the original subcontractor if there is a problemFor some reason, inspite of all of this, in this case Ms* *** did not follow the warranty procedures she had previouslyfollowed for other repairsInstead, she selected a contractor of her own choosingThis denied*** *** *** *** ***
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*** *** *** *** **D.R Horton and its original contractor the legal right under Nevada Revised Statutes, Sectionet al., to inspect and repair the issue for which she is now seeking reimbursement.Even though Ms* *** did not give D.R Horton or its original subcontractor the first rightto inspect and repair the problem, as a courtesy, D.RHorton still sent out one of its ownrepresentatives, and a representative from its original subcontractor, Rising Sun Plumbing (RSP),to look at the problem after the factFrom this inspection it was determined that the contractorhired by Ms* *** had done substandard work that did not repair the problemAt no cost to Ms.*** RSP made the appropriate repair to her kitchen faucetIn addition, D.RHorton sent toMs* *** an additional warranty sticker to address her complaintPlease see attached documentsoutlining Ms*** complaint, the work completed at no charge, and the signed copies for allwarranty paperwork.As stated previously, after the various warranties expire, it is the responsibility of theHomeowner to maintain all items within the homeWhile the Structural Warranty runs for ten(0) years, alleged damage to a kitchen island is not a structural issue and is not included in theStructural WarrantyThe structural components of her home and what is covered in her yearstructural warranty are outlined in her paperwork.In summary, Ms* *** did not timely notify D.RHorton of the problem with her faucet,even though she was well aware of the warranty procedure and had followed it at least three timespriorInstead, she called outside plumbers who, as it turned out, did substandard work that did notrepair the problemD.RHorton should not be held responsible for those costs, or any damageresulting from the work of the outside plumberHad she called D.R Horton initially, the problemwould have been correctly repaired without any cost to herAs such, D.RHorton is denyingrequest for reimbursement

The city manager has been in communication with the customer and will be working with him to address his concerns

In response to your concerns regarding your plumbing systemThe material manufactured by NIBCO is a cross link polymer tubing referred to as PEXThe PEX tubing installed in your home is used worldwide in residential and commercial plumbing applicationsYour builder does not manufacture plumbing
lines, install, service or warranty plumbing systemsThe plumbing system in your home is warranted by the mechanical contractors (Plumbing, HVAC, Electrical) warranty and manufacturer’s warranty, to include their suppliers and distributorsWe recommend to our customer continues us of the mechanical contractors beyond the year mechanical warranty and throughout the life of the homeIn this case the plumbing contractor *** Plumbing CoIn order to hold a contractor accountable for an alleged defect we (builder and homeowner) must first allow that contactor a reasonable opportunity to inspect an alleged defect and if applicable provide a repairWe recommend if you experience another leak to contact: 1) Contact *** Plumbing (***) for plumbing service.2) If you have questions or concerns with regards to your DR Horton home, please let us know If a leak occurs in the plumbing supply line in your home please contact *** Plumbing and then email DR Horton at *** to notify us of the leakThese are recommendations from your home builder, we do understand that this is your home and you can choose to use any contractor or company you wishHowever, when you do use a third party contractor service provided by the builder and or original contractor will not be providedThere is no guarantee that a free service call will take place after the warranty period has expired, when using the original contractorRespectfully,

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.The tiles have been removed from the bathroom and kitchen, the to has been removed and now someone needs to remove the carpet from the hall to see how large the crack is in the foundation I have been told this is going to be a long process They are having someone come out a Week from from Monday to do a hydrostatic testing for a water or sewage leek and a *** ***
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 dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** *** Mr *** Is the person that refused to send someone here to see that it was not storm relatedBasically said we dont handle leaks after a yearI sent Mr *** a second email with attaceh pictures and explain that I was wanting to work with them in resolving this issue.Im still waiting on a reply or phone call

We have been in contact with *** *** and spoke to her on Friday 8/4/ Our Warranty Field Director is currently assessing the report she submitted to us from her insurance company and we will coordinate with her on next steps

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.I submitted my warranty list prior to year expiration date multiple times and followed up with phone calls and messages but DR horton only responded after the year expiration date to tell me the warranty time period had been expiredIt's a typical move DR horton has made to others in my community and other communities they have builtThere are plenty of news articles online backing this up. I did not sign or acknowledge that I was satisfied with this practiceWhile it is true DR horton did finally return to my condo to fix a few nail pops but that was itThis was an attempt to claim they did not committ warranty fraud but the facts are that they avoided fixing my balcony from the time I closedI brought the balcony and drainage issue to them on numerous occasions as I explained in my original complaint. DR Horton knew they were obligated to fix my balcony but avoided me and delayed the construction until after the warranty had expired to get out of fixing what I can only imagine would be a costly repair
Regards,
*** ***
Revdex.com*** ***
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Dear *** *** *
This letter is in regards to your complaint submitted on 6/15/8:25:PM against D R HORTON INC and assigned complaint ID ***
The business response is either below or attached. You have calendar days to submit your response back to the Revdex.comIf no response is received, we will assume that your complaint has been resolved
The text of your dispute may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may redact your complaint to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand 4:p.mor by email at ***
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE FROM BUSINESS:We understand your position, but disagreeD.RHorton went beyond the terms of your warranty toassist youAs we previously stated, our records indicate that you submitted your one year list to us overa year after it was dueYou had a conversation with our operations manager wherein you explained tohim that you had been faxing your one year warranty request to a phone numberWe reiterated thosestatements back to you in our April 25, 201lletterIn that same letter we agreed to address some ofyour warranty matters despite the fact that they were submitted out of timeA D.RHortonrepresentative then made the requested repairs, which you approved by signing our work orderNoneof these facts were disputedMoreover, we did not hear from you until you had an issue with your hotwater heater approximately three years laterThat being said, we will be contacting you to discussyour plumbing issueWe can discuss this matter at that time as well if you would like

We are working to address all concerns by end of month

I spoke to *** and *** ***, the head building official in Saraland, about this yesterday afternoon. *** *** is going by to look at the driveway and curb today and call me back. *** *** Works may fix the issue in the right of way and the curb because the roads are two
years old and now fall under their responsibility. *** is meeting with *** on Monday to determine what needs to be done on our end. I will know Monday who will be responsible for what, and we will have a plan to correct the problem. *** is contacting the *** now to update them and we will follow up with them Monday and tell them the plan of action *** *** Construction Manager

We appreciate the customer reaching out regarding their concernsAfter consulting with the division, we understand that the reimbursement check was received and to date, all warrantable repairs have been addressed

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,
*** ***
SECOND PARAGRAPH OF D.RHORTON'S RESPONSE - We were Never given a copy of the MLS listing We were shown the house by *** *** and was quoted a price of $349, We went home *** *** contacted us by phone and we make an offer of $320,based on the quoted price over the phone Within six (6) hours *** *** phoned us to say that our offer was accepted We were never given a "configuration sheet" during this process Mr*** notation that we paid less that the MLS listing price is correct - $2,lessThe MLS listed price was $322,455.00. After attorney review we found the MLS listing of $322, Another untruth is the comment that we received an explanation that the same house constructed on a different lot in the Camelot community would cost $20,more That discussion never occurred with us and we resent the attempt by those representing D.R.Horton as some great benevolent benefactor The MLS price represent a house that was completed in June and offered as a Quick Sale There was an "unadjusted price" - Adjusted to fit a cash buyer We have a copy of the listingTHIRD PARAGRAPH OF D.R.HORTON'S RESPONSE - We signed a contract based on *** *** explanation that "a junior employee entered the wrong price on the MLS listing" with misgivings unaware that there was another option As the attorney review was completed we signed the papers and gave a deposit of $5, Ms*** was unaware that we knew of the the MLS price when she presented us with papers justifying the $349,price Her paperwork was prepared in advanceWe did not inform our attorney of the pricing discrepancyFurthermore, our attorney, *** ***, was unaware of this incident until we asked him if we could file a complaint days before the complaint was filed It is our understanding that in New Jersey items advertised lower by a seller must be honored We were not given the option of making a lower bid for this houseIn addition, *** *** works for the interest of D.RHortonShe did not show up for the closing She sent someone else to the closing who was completely unaware of what was taking place We expressed our dissatisfaction with the entire process at closing and made it very clear that dealing with D.RHorton was "Messy" We may or may not receive remediation for what happened However, it is our expressed intent that D.RHorton and those acting in their interest will conduct more honest, transparent transactions in the future It is our belief that we were victims of "improper conduct" by those involved in this transactionNo letter from an attorney or anyone's attempt to muddy the facts will change what occurred There is no misunderstanding Thank you for your attention in this complaint
*** and *** ***

I accept the changes regarding raising the fence. I need clear requirements and acceptance criteria for the drainage systemthe claim is the ground is so saturated that the drainage system is not able to function and grass as not routed, but in previous statements you have said grass is rooting and growing nicely is most area's and yet the moisture level is similar in both high and low areaif you are saying that the drainage system will work when the grass is rooted and growing then the area that has grown and high then those area should be dryerif you are expecting the entire ground to dry up before testing the drainage systemi need to know how many days without rain or water needs to occur, how much rain or water needs to happen after that, how many days before the ground becomes is dryi am close to my year warranty, what happens if the system is not tested prior to my warranty end dateit feels like these are stall tactics to run out the clock

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,
*** ***
I do appreciate the promise to resolve my water issue and did have the representative from DR Horton come and discuss what action will be takenPlease leave this complaint open until the problem is completely resolvedI was assured the work will start soon as there has been flooding recently in our area and they are waiting for personnel that is experienced in fixing my water problemThank you again, for your assistanceI really appreciate it and regret it came to this pointI will notify you promptly when ever the work is completed, hopefully this week or early next week.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12119609, and find that this resolution is satisfactory to me
The division
manager has explained the reason for the lack of responseThe repairs are being done ASAP.
Regards,
*** ***

Complaint: ***
Thank you for your response,
even though it is a month since I've reached out to Revdex.com. I did speak with someone from the Atlanta warranty office todaySee attached phone screen shot.The work was scheduled to occur Friday and MondayHowever only vendors have shown up, two vendors rescheduled and multiple have not called. WeWe took off two days fromm work, again, yet will need to take additional days***, our representative, even commented that he didn't schedule the PaintersHis response was that the email never did go through. So, no our work is not doneIf necessary I can also scan copies of the work that still needs to be done
Regards,
*** ***

Complaint: ***
I am rejecting this response because:*** *** will not answer the following question, same response.Why did they not tell the truth to an year old Veteran, that the appraisals were coming in $40,over list price? Also *** *** received the appraisal on May 30th and we did not received it until June @ 4:PM, sixteen days later
Regards,
*** ***

Mr*** funds have all been refunded back to himOnce we found out he was not happy with the construction on his home, *** *** did meet with him and try to make him feel comfortable with the construction process on his home. Our Express product goes through inspections through
the process to ensure the appropriate quality*** *** did not intentionally misrepresent his refund. Our Division corporate office had sent out a certified letter to Mr*** about his termination since he refused to sign a termination form. Once we received the green card confirming the receipt of the termination letter, we then released the funds. Austen thought we released the funds at the time the initial letter was sent out. We have now clarified that process with our sales counselorsI have also communicated with Mr*** sister who works for DHI Title in Minnesota about the situationWe hate that we could not meet Mr*** expectations.Revdex.com* ***
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As a service to your business, this letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 11/12/by *** *** and assigned complaint ID ***
Your customer has rejected the business' response. For your convenience, a copy of the customer's response is below To expedite this matter, please respond back to the Revdex.com within days of receiving this notice
In the Revdex.com's experience, the following tips often help foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you have taken to resolve concerns
Please understand that the customer's dispute and your response could be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may redact the dispute of your response to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand p.mor by email at [email protected]
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE:Complaint ID *** from the complaint I
recently filedI did want to respond to the letter from d r horton but I was
in the hospital for awhile and didn't see the message until it was too lateI
did receive the refund of the earnest money that was owed to my partner and me
I'm very upset that they decided to contact my sister, who works for the
company at a location approximately miles away, and discussed my complaint
with herFurthermore, the salesman, *** *** was contacting her the
entire time when my partner and I were under contract on the home and he was
disclosing information about our incomes and other matters regarding the
purchase with herMy sister was not purchasing the home with us and therefore
*** had no right to take it upon himself to email her that info ad well as
emails that I was sending him with questions about their building processIn
the company response the letter stated that they disclosed my complaint to my
sister as wellI find this to be highly unethical as she was in no way
involved in the proposed purchase, and I never gave anyone permission to
discuss those matters with herIf I want my finances or other things discussed
with her I will do it myselfAnd I want to be heard loud and clear on this; the information I'm stating in
this complaint is NOT allowed to be shared with my sister or any of her
coworkersD r horton is NOT allowed to try and hold the complaints I have
about their faulty homes and terrible customer service in Texas against my
sisterShe is probably the most outstanding employee that they have ever had and
they should consider themselves lucky to have her on staff.An apology letter written out to me, *** *** and my partner, *** ***, for how poorly the sales and
construction staff handled our concerns over the lack of quality in the
construction, for the times we were lied to about things that would be fixed
with the home but then they recanted all those statements, and for the discord
they caused by secretly contacting my sister to share information without my permission
Also, a promise, in writing, that this will not be shared with my sister and
that they will seek no reprisal against her due to the fact that I made a Revdex.com
complaint

Ms*** first visited our Brio community on 8/29/16. Ms*** expressed interest in our Home of the Week, *** *** *** Chris D*** our sales agent, took Ms*** to the home site. Ms*** informed Mr*** that she was not interested in the home because she did not
like its location in the community. Ms*** thereafter came back to the community and again asked to see Lot Another sales agent, Travis ***, was working that day, and he took her to the home site. When Ms*** and Mr*** returned to the sales office, and Ms*** indicated that she wanted to determine if she could prequalify for financing to purchase Lot 219. Mr*** gave her a prequalification, which Ms*** took with her and completed at home. The following day, Mr*** followed up with Ms*** on the status of her prequalification application. That’s when Ms*** informed Mr*** that she did not want to purchase *** *** ** ***; instead, she was interested in purchasing Lot at Symphony (another D.RHorton community just across the street from Brio). The home being built on Lot at Symphony was an entirely different plan with a more desirable location than the home being built on *** *** ** ***. As such, the home on Lot at Symphony was priced more than the home on *** *** ** *** Angela Carmen, D.RHorton’s Area Sales Manager, and MrDowney have both spoken with Ms*** and informed her that the two homes in question are entirely different homes in two different communities with two different prices based on their locations, included features and the like. Ms*** refuses to accept this fact Please feel free to contact me if you have any questions or need any additional information Sincerely, Terry Morga SVP of Sales & Marketing Broker (CA BRE License #01182797) D.RHORTON "America's Builder" South Coast / Inland Empire Division Wardlow Circle, SteCorona, CA