D.R. Horton America's Builder

We have reached out to this customer via email and phone (left a message) in attempt to coordinate an inspection for these items

This email is in response to Revdex.com Complaint ID #*** : Our field technician met with this owner directly on 11/4/16. After reviewing this owners situation, our Field Service Technician was able to point out to the owner that there were areas around the home that have been lacking any home
owner maintenance since the home was completed. These areas, when left without any regular maintenance as outlined in both our homeowner orientation manuals and the warranty booklet, both given to each buyer, can allow rain water during a hurricane, to enter the home. These types of “Acts of Nature” are not warrantable, especially when the areas have not been maintained by the ownerOur Field Service Technician left the residence with the understanding the owner now knows of their responsibility to perform such maintenance on their home which is now about to enter the 3rd year since being builtPlease let me know if you have any further questions*** ** ***
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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 Providing someone does meet with me by August 26th
Regards,
*** ***

As stated in our previous responses, we are confident in the resolution we have presented to the customer to allow water to run off the driveway. This resolution requires grading to be done, not driveway or culvert replacement. Furthermore, contradictory to statement in the customers last response, cosmetic items are NOT covered under warranty after closing. The customer agreed to and signed the statement that ‘I understand that cosmetic items not identified by me during the first and/or second walk through but found after I/we closed on the Property, will not be addressed at a later date.” Also, per the Louisiana New Home Warranty Act, driveways are not part of the builder’s warranty responsibilities after closing In closing, prior to the customer’s complaint, we completed all warrantable items on the customer’s residence since closing in a timely fashion, and we are attempting to fix the issue with standing water on the customer’s driveway in the same fashion. However, the customer is denying us this opportunity and demanding work be done that is outside the scope of our warranty obligations and outside our signed agreement with the customer that was documented prior to closing If given the opportunity to make grading modifications to the customer’s property, this issue would be resolved in a professional and timely fashion

We have been unable to inspect the inside of her home as she has been out of town. My understanding is she is scheduled to return on 8/17/16. We will schedule an appointment to inspect her interior items at that time. We have already made arrangements to work on the exterior
items, with the following schedule: Exterior rail work schedule for Tuesday, 8/ Settlement issue at areaway is being addressed today, 8/ Please let me know if you need further information Sincerely, *** *** *** Area Construction Manager Capital 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.
Regards,
*** *** We appreciate your help and regret it came to asking for itOur drainage problem is solved and we are so thankful! The landscaper and his crew were so professional and did a great job. Thank you and DR Horton for completing the work we were promised when we purchased our home from them

Response to Revdex.com Complaint ID#*** On March 22, I met with Mr*** of Founders Way to review his drainage concerns with his backyardI did agree to make repairs to the back yard to improve the drainage of the yardThe backyard was re-graded and re-sodded to improve the
drainage from the backyard to the swales as neededThe yard repair has been completed and drains very nicely without the addition of a drain system or gutters At my meeting with Mr*** I did offer, even though gutters were not required, to split the cost with him on having gutters added as they would assist with his drainage and maintaining the grade of the yard over timeAt our meeting Mr*** accepted that offer but now when he was asked for a check to pay his half of the cost, he refused Thank you,

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,
*** ***

RE: *** ** ** *** *** *** *** *** *** *** * *** *** We apologize for the delay in service to you and regret your frustrations surrounding remaining issues to be addressedMoving forward, our Warranty Department has spoken directly with both of you and thank you for
meeting today at 1:p.mwith our Superintendents, *** *** *** *** *** in conjunction with our vendor *** *** As discussed over the telephone and confirmed via email, we will be accomplishing the following: Securing the subfloor in bathrooms & beneath carpeting where there is an unevenness and reinstalling the carpeting/LVP pulled up for such Repairing/painting drywall behind hallway toilet Installing/painting the missing shoe moulding at both the front/back entry doors As of 4/3/18, the cabinet door mentioned as defective has since been replaced Our Warranty Department has also set up a delayed email to be sent at 11:this morning to remind all parties involved to be at our homeowner’s home today for these said repairs

Ms*** I have investigated the complaint regarding a water leak that flooded your laundry. What I have found is the following; 1) We received notice on 01/27/from you indicating a water leak in your laundry room2) We
sent *** *** out on that day to check the water leak and they did not find a plumbing leak3) *** *** said when they arrived, water was spraying all over the area from the washing machine water line. They said whoever installed the washing machine cross threaded the water line4) We also had sent * ** * *** *** out to the house and when they got there, holes in the drywall from another vendor had been cut to remove the water. Nothing was done5) DR Horton does not have any record of any other water leaks or water damage on 01/08/or anything after that date up to 01/27/16. The only warranty requests after 01/27/were regarding the garage door After a discussion with management and this information, we do not believe the cause of the water leak was the responsibility of DR Horton but of the person(s) who installed the washing machine. The RWC Limited Warranty in Section II.E.1g specifically excludes, “Loss or damage caused by materials or work supplied by anyone other than your builder or its employees, agents or subcontractors.”. Thank You, *** *** Customer Service Manager ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSince this date has not come to pass yet, I pray the DR Horton keeps working on my house and we are able to close on 1/20/I understand that all factors can not be controlled but communicating that to me would help with the frustrationThank you
Regards,
*** ***

In reference to the above, we have created work orders for our plumber and window install companies to go out and check the items referenced in the rebuttal. We will continue to follow up until resolved Thank you, *** ***

Drywall repairs were started Friday, December and should be completed early this week. The local Construction Manager is meeting with the homeowner to resolve any additional items

Complaint: ***
I am rejecting this response because: *** watch the videoThe floor continued to get worse over timeAlso the floor unlevled in the master bedroomWas fixed to be level, but not properly because now it's making creaking and cracking sounds that were not there beforeThe wood used has issuesIf it creams then all of the house floor would creak and that is not the caseIt's certain areasEven DrHORTON sub floor guy said this was an issue and they didn't fix it they just added more nailsThe floor needs replacing not retouching.435k for a house should not come with issuesI need this fix properly because I want to sell this homeI owned a DrHORTON home before it and left it due to its build qualityI was promised this home would not have any issues and was built 100x better then my last homeI was lied to from the very beginning.
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 as long as the work orders are repaired in a timely manner
Regards,
*** ***

Per the attached, (Revdex.com complaint # ***) please accept this correspondence as confirmation that we have resolved this issue with Mrs***. I have spoken to her earlier and assured her that D.RHorton had not intentionally attempted to adversely affect the sale of her home, although
I can see why she may have assumed this as per the attached photo (img 1500) which shows her for- sale sign at the front of her property with ours placed on the occupied property adjacent to hers Apparently this was done back in June shortly after she placed her home on the market The other attached photos are of her property today and as you will note, there is no D.RHorton signage within the vicinityI have apologized for our error and assured her that this will not happen again and D.RHorton will be respectful to her attempts in selling her propertyThank you and please do not hesitate to contact me should you have any further questions of concerns related to this matter*** *** DR Horton - America's Builder!

Our office is aware of this homeowner and their listed issues. I personally have been to the home, which was our former sale model in the community of Anthem Park. This home, as you can imagine was walked by upper management prior to releasing it to be sold. The homeowner
purchased the home with the understanding that no additional work would be done to any of the floors. However, after much deliberation, former VP of Operations for Orlando, *** ***, agreed to supply the buyer with enough tile to redo all of the tiled areas, but the labor would need to be contracted and paid for by the owner. This tile has already been selected by the buyer and delivered to their home. With regards to the drainage, I went to the home, inspected the irrigation timer to find they had adjusted it to run for extreme amounts of time throughout the week. I adjusted the timer for them to an appropriate amount of watering. There was no issue of drainage while this home was our former model, as this certainly would have been addressed during its long tenure as such. My findings were that there was no standing water on the sides of the home, only soggy soil, due to the over watering by the owner. With regards to the shower enclosure, I do agree there needs to be something redone to the upper shower rail, thus allowing the doors to adjust lower to the bottom rail, keeping all shower water inside the enclosure. I have created a ticket for our shower enclosure vendor to address this. That ticket was made some time ago, so I will follow up to see why this has not been addressed *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, while we accept DR Horton proposal we would like to reserve the right resubmit or reopen this complaintSince after reviewing with DR Horton's Construction Director it will take at least weeks to investigate the construction specs to determine a possible solution. Sorry I am not optimistic the DR Horton will resolve our structural popping problem.
Regards,
*** * *** ***

We sincerely apologize for the delay in getting back to the customerWe have confirmed that a warranty representative will be reaching out to schedule the remaining work as soon as possible

Please accept this correspondence as D.RHorton’s reply to the Revdex.com with regard to the above referenced complaint.The mold at the ***’ residence has been remediated, and independent laboratory testing has confirmed the success of the remediation process The
*** moved back into their home on November 23, and with the exception of a few minor cosmetic issues, all repairs have been completedWe anticipate having the remaining items completed by the end of the weekDuring the remediation, DR Horton paid for hotel accommodations for the *** and is now processing reimbursements for alternative living expenses; we also have agreed to reimburse the ***’ purchase of new mattresses and bedding.Because there are too many variables beyond the control of DR Horton, or any homebuilder, that may cause mold, no warranties are provided against mold, specificallyTypically, warranties exist covering the items within a builder’s control that may contribute to mold growthSome examples of mold- causing variables beyond our control would be lack of maintenance, failure to timely repair leaks, weather events such as floods, or the homeowner’s operation of the house beyond its design parameters DR Horton has taken all reasonable steps to minimize the chance of mold recurrence in the ***’ home, including replacement of both attic AC and furnace units, and the addition of 2 whole house dehumidification unitsThe latter were specifically installed in an attempt to accommodate the ***’ stated intent to continue operating the air conditioning units at 64 degrees.While we cannot warranty against mold, we have offered the *** a two-year extension on thewarranties applicable to the HVAC equipment recently installed in their home.Should you have any further questions, please feel free to contact me at *** or***