D.R. Horton America's Builder

Our offices have reviewed the complaint from Ms***. During our investigation of her issue, we were supplied with copies of her most recent water bills. Ms*** complaint is standing water at the sides of her home. In reviewing her water bills, they showed she had used,
17,gallons, 20,gallons and 10,gallons of water in the most recent months. This is a tremendous amount of irrigation to be using, with narrow side yards. 47,gallons of water in such a short amount of time will cause most yards to never dry out on the sides. One should also consider the unknown variable of how much the neighbors on each side are also watering. These are issues that D.RHorton has no control over, and therefore cannot warrant. The ground is so saturated from irrigation, combined with the amount of rain we receive in Florida, it will take many months of dry weather, if you shut the irrigation off, for the soil to dry out. In Florida, it rains so often during our spring, summer and early fall months, most homes need to irrigation running at all, as the rain is enough to hydrate the grass and landscaping. Our offices and been in contact with the HOA for this community, who has also been trying to assist in educating owners about how much they are watering. HOA has even taken steps to have professionals come out and teach the owners about irrigation of their homes and when to water and when not to waterPlease let me know if you have any further questions*** ** ***
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Reference *** Please accept this correspondence as D R Horton, Inc.’s final response to the Revdex.com with regard to the above-referenced complaint The builder in the community is having the work done today. He has an appointment with
*** *** this evening at 6:to review the work Sincerely, *** *** D.RHorton, IncAmerica's Builder Corporate Customer Service Assistant *** *** *** *** *** *** *** ** ***

Ms*** complaint should be taken care of completely on Saturday, August 12th. Our painters have already been by there once to do one coat and will return on Saturday, at her convenience, to complete the task to her satisfactionSincerely, *** *** Customer Service
CoordinatHorton

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meBuilder states that they will address and fix the repairs
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.Mr*** and D.RHorton did not make any genuine attempt to find a fair resolution They did not even respond to the proposal that my attorney and I made, which was that they simply perform on the sales contract Instead of responding to the proposal and using the dispute resolution methods stipulated explicitly by the contract (including formal negotiation, mediation, and arbitration) D.RHorton backed out of the contract unilaterally, in violation of the parameters of the contract.In fact, when D.RHorton canceled my contract they referenced section of the contract is entitled "SELLER'S BREACH" and identifies the buyer's legal prerogative, in his or her "sole and absolute discretion", to unilaterally cancel the contract and retain all deposit monies if the seller breaches and does not resolve within days of the breach In my "sole and absolute discretion" I never canceled anything I only requested that the builder negotiate in good faith to resolve their breach of the contract that they had written Thank you, D.RHorton, for exercising my legal right for me
Regards,
*** ***

We have spoken with the customer and confirmed this is an old complaint and all warrantable items 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,
*** ***
They did come to see the issue, but they only put stucco on a part of the wall that was not affectedThe part of the wall that gets water to the garage was not touched and the wood chips/mulch next to the wall were not even moved to see what was below thatThe garage is inches below the foundation of the rest of the house.I appreciate the fact that they fixed one part that should have been fixed, but I don't see any change in the affected area Regards,

The above referenced complaint is a manufacturer issue We have informed the homeowner of such and have assisted as far as we can with making contact on our end with both the installer and manufacturer rep. We have begun a complaint at the manufacturer level and have given instruction to
the homeowner on how to proceed. We have also contact both the service manager and owner of the installation company as well as the local manufacturer representative and asked them to follow up and bring this to resolution for our customer. It is now in their hands Thank you, *** *** Customer Service Manager- Carolinas Division

Complaint: ***
I am rejecting this response because: work schedule were promised to be scheduled but
workers would not show up, including the superintendent (*** ***)He promised several times that he would come and check the work that was promised to be done; Job is not finished! They promised to come back and finish the job but everything is promises! The carpet on the stairwell is all flattened and dirty with the construction that was done in the house! This is a brand new houseThe carpet should still be clean and fluffyThis was due to the construction workers’ filthy shoesThe plastic that was placed to protect the carpet were torn and there’s drywall compound all over carpet, everywhere! I was told the cleaners would take care of itThey came rushing and left after minutesI’m still gradually working on the d rywall compound on the carpetThis company is full of liars and lazy workers!!!
Regards,
*** ***

Our paint warranty issues began before we closed on the home Someone did come to correct the absolutely unacceptable issues at the day point and told us to put a list on the fridge and write down all the other issues that would be addressed at the month date When the project manager came in at the month walk through, we pointed out cracked wallboard in joints near the stairwell, deep groves in the ceilings from the plasterers, a window ledge that had fallen inches and the caulk was cracked out, as well as the other paint issues PM put "multiple paint issues" on the walk through list stating someone would come and look at all these issues Because they were grouped as "paint" none of the other issues have been repaired....cracked wallboard and falling out window ledges are clearly covered under our warranty.As for the second issue of the palm tree, yes the builders documents show that they are not responsible for replacement, but at closing we were all informed (and you can verify this with many other neighbors) that all the landscaping materials that were placed by the builder including trees, grass, and bushes would be maintained by the HOA The first year the developement was in place, palm trees and multiple bushes infront of home were replaced, including the one next door to us Last year, we watched the landscapers replace more trees on our street I have statements from many of the owners saying their trees were replaced at no cost to them The owners only had to call Horton or the HOA and they received a new tree Since the HOA has not been given over to the homeowners as of this date, a Horton representative still sits on the board and oversees They are still responsible for the management and issues that arise in the development We are not asking for something that was not guaranteed to us as a selling feature for our homes And we are not asking for something that many other neighbors have not gotten Our contract stated we would receive a Sable Palm, it is implied that it would be a viable tree Our HOA documents also do not directly refer to any of these landscape features however it says landscape maintenance is what we pay for, it does not say lawn maintenance It also has a section there that says that if we choose to add additional flower beds or plantings that the homeowner would then be responsible for the care and replacement That implies that statement we were told by every salesperson before closing that "the landscaping placed by the builder would be maintained by the HOA Our landscaping was placed on the date we were supposed to close, however, they were so far behind that there were not even appliances in at that time We closed the next day 9/12/ However, there was no building permit issued until 9/15/ This is in violation of the contract with Horton that states "all construction and permits would be completed prior to closing" We were extremely fair in not taking this issue to court, a direct violation of the contract We could have walked away at that time....All we want is them to make right on a few issues that are clearly building errors For being such a large company, "America's Prime Builder" I would think that they would want to do the right thing Not one neighbor has anything referring to what is cared for by the HOA We all have dead grass, not working irrigation in our section of the development, and have made close to a hundred contacts with Horton and *** *** management about these issues It is fraud to repeated that you will receive a service to get people to buy a house, that you clearly had NO intention to provide It is also a misappropriation of funds to have the management company driving around $65,trucks and tell the homeowners that there is no funding to replace a palm tree To this day, the Horton salepeople continue to tell prospective customers that their landscaping will be cared for by the HOA so that we are free to enjoy our retirement I spend over an hour a day hand watering my grass and bushes because the sprinklers are not working

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
In response to Mr*** I did contact DR Horton directly at the offices of *** *** *** *** Warranty Coordinator, who works for Mr*** on
12/4/at 1:47pm and left a voice message requesting assistance on how can I resolve
this matterIn addition, I sent the same request using the www.drhorton.com/warranty website
I received an email response from Mrs*** from DR Horton, on 12/7/15,
stating the following “please submit any invoices reflecting the cause of your
issues due to the drainage repairs made to your next door neighbor’s grading
Once these invoices are reviewed, we will contact you with the determination on
what invoices will be reimbursed” I
contacted DR Horton again on 12/7/using the warranty website to report
damage to my lawn and water meterMrs*** advised me, that a
representative will be out to visit my lot to check damages and she needed
pictures etc., so she can follow up with the companies that delivered cement
blocks, and delivered sod across my lawnOf course, no follow no coordinating
when I would be home, nothing The only
reason I contacted the warranty office was because, I didn’t know who else to
contact for assistanceI just wanted some direction, and with Mrs*** response,
I was like great! DR Horton will advise what to do next
To answer, Mr***
other concerns, had I contacted “DR Horton and its trade partners, they would
have been able to inspect, verify or repair any issues I had with my home”If
this was a true statement, How come when I contacted, my HOA, and STCloud
Utilities company on Dec 6th, to come inspect work done as it
related to my sewer line and damage water meter at my home they were all out
the next day Dec 7th Other than an email stating my “ request
cannot be authorized for any reimbursement “ sent to me from a generic email on
Dec 30th from DR HortonDR Horton failed to contact me to make arrangements to
visit my home for inspection and verification of the matter since Dec 4.,
2015. I am off Monday and Tuesday
every week and was looking forward to having a representative from DR Horton
and even a representative from Dynamic Ground Solutions that was hired by DR
Horton to inspect or verify the issueI
still have the damage pipe in my garage to this day if Mr*** was serious
about inspecting or verifyingIn fact, the sewer line is accessible, as it
exist outside of my homeDR Horton’s trade partners could have dug up the pipe
to inspect and verified at anytime, even todayNo one has made an attempt to call, email, or even send a letter to my home requesting to schedule a time to come to my home to inspect and verify all outstanding issues As Mr*** stated, I have contacted DR Horton in the pass, so there was no excuse on how to reach me they have all of my info
I think it’s very important to note that Mr*** wants to
continue with the rhetoric that this in fact a warranty defect issue, and somehow,
I have voided the warranty by having another vendor other than DR Horton
vendors repair the issue But the truth
is, my home, no longer falls under this Warranty as clearly stated in the RWC (Residential
Warranty Company) guideI purchased and moved into my home on March 28th,
Which means my warranty for the following items had their been a defect
would have ended March 28th, As stated in my RWC given to me
on March 28th 2013, on (page 16
Section 3, Warranty Standards BYears and Coverage Only) Under Plumbing item BClogged drain or sewerBuilder will
correct clog within the structure caused by faulty workmanship or materials
Clogs and stoppages beyond the exterior wall are not covered by this Limited
WarrantyRoutine Owner maintenance and proper use is requiredThis clearly
contradicts the exclusion listed in
section E, number 9, on page of the RWC manual1) my home is not under
warranty, 2) even if I was under warranty, this wouldn’t be covered, and as a
homeowner, it is my responsibility3) This was damaged by the vendor Dynamic
Ground Solutions that DR Horton hired to excavated the easement property me and
my neighbor share where the line to my home connects to the septic tank outside
of my homeSince, when does a homeowner need written authorization of the
administrator, to repair and stop raw sewage from backing up from my kitchen
sink and out of my downstairs toilet that affecting my downstairs living area
with the smell of Raw sewage everywhereThis is why I hired my vendor; this
was no longer a DR Horton warranty issueHad my home been under warranty for
the issues describedI would have contacted DR Horton first, as I have done in
the past to resolve several past issuesI have been more than satisfied with
my experience with DR Horton up until this pointBut more importantly,
the grass in the front and rear of my
home a defect in warranty as well when a contracted driver by DR Horton drives
his 18-wheeler on my front property damaging
my lawn by indenting the ground underneath because he couldn’t make the
turn. Or Dynamic Ground Solutions drives
a gas powered wheel barrel across my wet grass to place new sod around my neighbor’s
home that was just excavatedSo you protect his new grass and damage the
neighbors existing grass without properly prepping the areaHow is this a non
issue with DR Horton
It’s a shame, before this incident occurred, I have never
had any plumbing issues, my grass is always manicuredI take pride in owning
my homeTo have damage occur on my property and no one take accountability is
sadI work very hard to maintain not only the outside, the inside of my
home. To have the chain of events occur all
in a month is stressful and hurtfulFor DR Horton who prides itself as being
America’s Builder to say this is a non-issue.
DR Horton clearly show’s they don’t careI hope DR Horton, can reopen
this case, and we can come to some form of an agreement while there is still
time
Regards,
*** ***

We will continue working with our customer on a resolutionWe understand their concerns and are willing to make repairs that can be agreed on by both partiesI understand their frustration due to the amount of time that has passed since the problem was reported and we will continue to work with
them until we come to an agreement We have received the customers estimates for repairs and after reviewing with our tile experts we disagree with their findingsWe suggest having the tile manufacturer send an independent flooring inspector to the customers home at our expense and agree to repair what is recommend per this inspectorIf this is agreeable we will get schedules soon as possibleSincerely, *** ***
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As you can see by the attached email from the customer, we are addressing her problem and we believe this matter to be closed from the Revdex.com standpointPlease find attached Ms*** email to me yesterday: *** I am writing to you about the problem with my property at *** *** *** ***
***I put a warranty claim into DR Horton Warranty once I moved in and noticed the pulling of water standing in areas throughout my yardI sent several emails and phone calls to *** *** and *** *** regarding my grading issuesAfter several attempts, day after day, I would get *** via telephone with the promise someone would be out at a specific time/date with "no shows"...this went on for approximately weeksIn addition* *** was trying to contact *** *** throughout this same time period to no evalScott also stopped up at the *** Sales Center looking for helpFinally, I decided to put a Revdex.com claim in and call Texas Corporate seeking some resolution- this is now weeks into begging for resolution with nothingI was relieved to hear last Wednesday that *** was going to be the lead of this grading project and elated to find an engineer on my property trying to identify the issues for correctionNow, through this process of resolution, *** has went above and beyond with constant communication and explination of timelines and appropriate resolutions which has made the process much easier and stress freven came out Saturday and stayed the entire day to oversee the projectAll looks well thus far, and he as been giving us progressive updates with a final resolution for the end of this weekI'm very greatful that You put *** as the lead and relieved me of the constant empty promises from your warranty departmentAll companies have issues, there is definitely some within your warranty departmentThe community at Vilano is looking very beautiful and coming together nicelyThank you for allowing *** to lead the project of getting my yard back in order; it has relived the daily stress I was encounteringSincerely, *** ***

We are in communication with the homeowner and followed up with her this morningOur warranty technician visited the customer's home last Friday, and the plumber corrected the leak and has a remediation company scheduled with the customer for SaturdayWe will follow up with her to ensure all went
well and discuss scheduling the remaining items that need to be addressed at the homeowner's convenience

A conversation prior to clo**ng was conducted with Ms*** in regards the purchase of her Townhome unit. We told Ms*** if she was not happy we did not want her to close and we would cancel the contract and refund all her earnest
money with no penalties to her. This was communicated by the sales agent and the area construction manager to Mr***, Ms*** and their Real Estate agent. Ms*** decided to proceed with clo**ng at that point. As with any new build construction items can be found after a first walk through, after a second walk through and after clo**ng. There were three small items that were addressed after close that were not part of items we agreed to remedy on the initial walk. All items were corrected as promised in a timely manner, and future items will be addressed in accordance with our warranty policies

We have been in communication with the homeowner and the matter is resolved

In reference to the above complaint, there have been modifications made to the rear yard of this home after closing, which are causing the drainage issues. These modifications were not made by DR Horton. I have searched our records and do not find any requests for service for the caulking, sheetrock or any other items on the home. Should the homeowner be able to provide any documentation showing the timely requests for the mentioned repairs, we will be glad to schedule an assessment by one of our team members At this time, any remaining warranty is through RWC and we refer the homeowner to that warranty

The warranty manager has been in communication with the homeowner and while the home, which was closed in 2014, is no longer covered under warranty, we are reaching out to the window vendor on the homeowner's behalf to help facilitate a resolution

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
The builder has not yet reach out to me concerning the delivery date of the fridge yet.
Regards,
*** ***

Here is our response: The leak was discovered after the warranty periodWe sent out a roofer as a courtesy and fixed the roof, even though it was out of warrantyAfter we fixed the roof at our own cost, Mrs*** then demanded that we remediate the discolored area we believe to have been created due to the fact the leak was never reported until further damage was done to the attic… this makes it a “Non-Warrantable” issueEven though that fact in itself is grounds for refusing the remediation, we agreed to make the remediation which we have scheduledShe now claims that the leak cause electrical problems which it did notAlong with that, the homeowner hired an outside electrician to come in and do work in this same areaBecause of this, the homeowner has voided any kind of warranty for this area of the home, and we will not be responsible for this issueAgain, we have agreed to remediate the issues in her attic, even though we were not required to by the warrantyWe once again ask that the complaint be retracted as we have acted appropriately *** ** *** Vice President of Construction Operations Tampa/Sarasota Division D.RHORTON America's Builder *** *** ***
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