D.R. Horton America's Builder

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,
*** ***

In response to the complaint listed above regarding the D.R
Horton *** community: D.RHorton is currently reviewing all aspects of
the complaint with our legal team and will respond as soon as possibleIn the
complaint there is mention of plus customers that need warranty work and
the
conditions of the roadIn order to properly respond to the complaints, D.R
Horton will research the mentioned and review the roads in ***This
complaint is not resolved; however, D.RHorton is going to every length to
ensure we have adequately investigated and responded to the stated issues
within the complaintPlease allow D.RHorton additional time to respond

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 *** *** ***
*** ** ***

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

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

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, *** ***

I have talked with this customer. He is good and all is taken care of

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,
*** ***

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

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

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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Ms*** Our records indicate that this home originally closed on 11/16/The first year of warranty expired on 11/16/and the second year of warranty expired on 11/16/ The 3-year warranty on your home covers Major Structural Defects (MSD) onlyThe builder is the
warrantor on your home for years 1-Residential Warranty Corporation (RWC) is the insurer of your home for MSD for years 3-Section I Explains the conditions that must be met to constitute a MSDIf you feel you may have MSD you will need to file through RWCSection IV in your RWC warranty booklet explains the procedure for filing MSD claimTheir number is *** If you do not have a copy of RWC warranty booklet or the validation sticker you will need to contact RWC at *** and speak with the Enrollment Department to have those sent to you In order to be fair and equitable to all homeowners we must abide by the terms of the warranty agreementYour warranty coverage is explained in Section II C in your RWC warranty booklet RWC will schedule an engineer to inspect for a determination of coverage and determine the performance of the foundation, in concordance with DR Horton Thank you, *** *** Customer Service Assistant/Warranty Coordinator

We have contacted the homeowner and we are making repairs as neededThe homeowner was very pleased with our offerThe repairs are scheduled for next week *** Steve Hambrick Customer Service Manager Dallas/Fort Worth East Division D.RHorton, Inc- America’s Builder

We have been working with the homeowner regarding the plumbing leaks in her homePer the warranty agreement, *** *** must be notified of any concerns so that covered, warrantable repairs can be addressed and scheduled with the proper parties. Until this point, we were unaware of the
homeowner's reimbursement request for charges incurredAs a courtesy, and as previously agreed to and signed by the homeowner, we are in the process of re-piping her home to replace the faulty pipes, with a planned completion date Oct

Response to Revdex.com Complaint ID# *** I just got off the phone with Mr*** we have agreed to reimburse him the We have settled the compliant

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 still have issues with the workmanship and they have not finished all their work yet It took a message to the Revdex.com to get a response I don't want this case closed until all repairs are made
Regards,
*** ***

We have no record of a Scott Robitaille as a purchaser in the Chicago divisionUpon closer review, the complaint was made to the Fort Worth Revdex.com. Perhaps this customer was a buyer in one of the Texas divisions. It appears as though he may currently live in Illinois, but purchased in
another D.RHorton division ***

Please accept this correspondence as D.RHorton, Inc.’s (“DRH”) communication to the RevDex.com (“Revdex.com”) with regard to Ms*** dissatisfaction with our response to the above-referenced complaintI apologize for the difficulties Ms*** feels she has encountered while attempting to resolve her concernsI assure you that DRH strives to provide quality service. As explained in our previous response Ms*** has previously contacted the division regarding the driveway, front porch, and countertop in her home through customer service requestsAs a result the division was in direct communication with Ms*** regarding resolution of her customer service requestsIt is my information that Ms*** is satisfied with the resolution of a portion of her customer service requests. I appreciate the Revdex.com providing me with an opportunity to respond to Ms***’s feedback and its attention to this matter

Complaint: ***
I am rejecting this response because:I am writing in request to re-open a closed case #*** that was previously opened to contact the builder of my new home as a result of them not properly handling repairs needed to my roofI now have documentation I did not have before to confirm my accusations. I originally filed complaint #*** about this builder not holding a contractor responsible for poor workSince I purchased my home in Oct 2015, the roofer was called out numerous times to repair shingles that continued to blow off the roof of a newly constructed homeThe last time this was brought to the builder’s attention, the issue was blamed on a recent hurricane and high winds even though there was documentation this happening in the pastThe shingles continue to blow off my roof to date in non-hurricane weatherI also now have documentation from my homeowners insurance that the shingles were indeed not installed properly due to overdriven nails as I have tried to explain on multiple occasionsI want my roof fixed, periodIt is a sad day that one can purchase a home and the builder not stand behind their work or the work of their contractorsIn exchange for the $275,plus interest I will pay for my home, I am only asking for an adequate roof that will last the desired life expectancy.I will not stop at holding he contractor/builder accountable for providing a quality product that I deserveI hope we can work this out amicably. Please confirm receipt and advise on the next step. Thanks! Regards,
*** ***

Please accept this correspondence as D.RHorton's reply to the Revdex.com withregard to the above referenced complaint.Our Warranty Manager* *** *** said we will repair the tile