D.R. Horton America's Builder

*** *** is committed to resolving *** ***'s concerns and the work to resolve her list of items is ongoingWe will continue to work to address the outstanding items as soon as possible

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.This isn't an issue whether or not my plumber knows how to operate the systemI had multiple credible plumbers out to my home all tell me the exact same thingIt's too my understanding even *** *** told my plumber the model unit DR Horton installed is NOT intended to do what DR Horton has it doing. A quote from another plumber that I didn't use that came out for a quote: "That heater should have a separate coil for space heating inside the tank According to the model # that is just a standard water heater with no additional coil Meaning your mixing your potable hot water with your heating system hot water, not good!"That heater should have a separate coil for space heating inside the tank.According to the model number of the *** *** tank (Model #: ***that DR Horton installed, it is just a standard water heater with no additionalcoilMeaning your mixing your potable hot water with your heating system hotwater, not good! That heater should be what they call a combo unit.It's been explained to me that In the winter time because the water has beensitting, there's nothing to push through the water so there is Stagnant watersitting in the pipes come winter time, potentially filled with bacteria, whichcould result in Legionnaires' disease.The water heater that DR Horton installed is not meant to do what they are usingit forIt's mixing heat and hot water and there's no speration between heatingcoal and domestic hot water (the heat and hot water) What should have beeninstalled is a heater with a separate coil, so you're not mixing the heat andhot water because it's causing bacteria and contaminationThere needs to be aseparate Mixing valveBad engineering, one tank using potable doing two things.It's the wrong unit for what DR Horton is using it for.Also, there should be a stamping/code specifying that this unit can be used forthe domestic hot water and a heating source
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

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, *** ***

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,
*** ***

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!

We feel the complaint Mr*** is making is unjustified. It is clear there has been an attempt to correct the drainage problem in his back yard. The construction manager and warranty tech have met with Mr*** and told him we would correct the problem. We had an engineer
go out on occasions to come up with a solution to the problem Mr*** is facing. We than submitted the drawing to him and explained that we are getting pricing to get the job done. We are still getting bids for the job before we start and have been is regular contact to keep him updated. We have every intention of correcting the drainage issue on Mr*** property. The sewage problem he is referring to is from the neighbor’s house that has absolutely nothing to do with this issue. As far as the neighbors Mr*** is referring to, we have not had any complaints from any of them that I am aware of. Our intention is to resolve the drainage problem on his lot as he is the only homeowner that has submitted anything in writing in the last days

We appreciate the customer bringing this matter to our attentionA service manager will be calling the customer to schedule a visit to their home to address their concerns

Complaint: ***
I am rejecting this response because: I asked *** *** about my refund months ago, he said "typically he didnt think they did refunds but said he would look into it" I never heard anything else regarding the refund, I have paid *** (*** *** ***) $service fees over times I know..I have a record of these service calls and their dispatch info,each time they have dispatched a plumber out,due to know fault of us the homeowners, we can't go inside the walls and tear up pipesI think I deserve to be reimbursed for these service feesI do appreciate the fact that our pipes are being re-done but the work should have been quality work in the beginning and none of this would be an issue today.Regards,
*** ***

Afternoon *** Please consider this correspondence as confirmation to D.RHorton’s response as related to the above ID# and attached Mrs*** contacted Corporate on June 24th @ approx1:pm to inform us that they were experiencing a leak at the rear window of their home. I
contacted Mrs*** this same day and informed her that due to the warranty having expired (2+ years) with no documented previous history of this situation, we could not assist her. After further conversation with Mrs*** later in the evening, D.RHorton made the decision to further investigate in keeping good customer relations After further inspections on June 25th, findings were that gutters had not been maintained as well as some flashing repairs needed. (see attached photos) Upon completion of these repairs, findings were that we still had minimal leakage after follow up w/ Mrs*** on the 29th , during the next course of rainfall. Once again, we scheduled additional inspections and repairs during the week of July 1st and to date there has been some rains, but none wind driven onto the rear window to determine if the latest repairs have remedied this issue Earlier this morning, I forwarded correspondence to Mrs*** (attached) requesting follow up. Her recommendations were that with no wind driven rains, we would merely monitor this situation prior to scheduling interior drywall and paint repairs. At this point in time we are awaiting confirmation from Mrs*** as to the results from the latest repairs Contrary to Mrs*** statement related to other homeowners having experienced this same situation, I have no record of this statement having any validity as I have not been contacted by other homeowners within this community With regards to the comment in that we would not take her calls, also in that we did speak with her as well as correspond regularly via e-mail and at one pint while speaking with her via telephone, she abruptly ended the call by hanging up mid conversation and as well did the same to our superintendent, *** *** In closing, D.RHorton has gone above and beyond the provisions of the limited warranty in pursuing a resolution to this issue in keeping good customer relations with Mrs*** and will diligently continue to do so until we are assured that this issue has been addressed in its entirety. Thank you and please do not hesitate to contact me should you require any additional information *** *** DR Horton - America's Builder! Customer Service / Warranty Manager

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,
*** ***

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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

I’ve talked to Mr*** today and sent his issues to several contractors to resolve his issuesThese are the issues I talked to Mr*** about and will be taken care of1. Roof issue*** caulked flashingNeed vinyl company for a piece
that is too short2. Fix sheetrock after vinyl is fixedOn list for sheetrockWill fix after vinyl is done3. Shower door handle comes off4. Shelves missing in cabinetsabove the frig and to the right of the sink5. Outside brick coming away from the house If you have any further questions please feel free to contact me by email or phone Thanks, *** *** DR Horton Warranty

I am writing to report my findings at ** *** *** *** *** *** *** I met with Ms*** June 1, at 10:00am and inspected the stucco as well as the roofing she outlined in her complaint. She has two areas of stucco concerns; one concern is the stucco below the
Weep ScreedThe second area is at the intersection of the sloped roof line and the wall stucco. Ms*** was unaware of the fact that these two specific areas require homeowner maintenance After I shared the homeowner maintenance process to Ms***, she realized what work she needed to perform on her home. The roofing concern was actually the soffit framing connectors that have acclimated and needed homeowner maintenance as well We concluded the meeting with Ms*** thanking me for taking the time to meet and share with her. She was satisfied with the outcome of our meeting Should you need further investigation or information, please do not feel free to contact me Thank you *** *** Warranty 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 me as long as the work orders are repaired in a timely manner
Regards,
*** ***

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***

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,
*** ***
Hello there are about homes or more in my part of the subdivision and more than half are experiencing issues with sinkholes and problems with drainage issuesThere even has been someone on the news with issues that has been addressed and I don't feel that you can make the correct assessment without even taking a look and showing some sort of responsibility for the problems we are having in this neighborhoodIt's all over in all of your communities so it's definitely something that was not done correctly and not just a coincidenceSomeone needs to help the customers out

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

Complaint: ***
I am rejecting this response because:This whole situation was handled poorly. The driveway was not replaced, instead it was deemed that the ground level was raised in
the area beside the driveway and that needed to be lowered. There landscaper came out without any notice and did a botched job on patching the sod back after fixing the ground level. After many phone calls it still took over a week to get it fix correctly. On the day of the fix the landscaper was a no show until I called the warranty manager and she called him finding out what was the deal (he forgot). He finally fixed it later that day but at the expanse of my wife's entire morning. This is just one example of the horrible craftsmanship and customer service I experienced. To be truthful I'm still not 100% happy with the final outcome of some of the repairs. I feel that *** *** (*** Homes), should offer me some type of compensation, either monetary or in the form of something else. I also fee they should send a formal apology since they choose to associate with vendors and contractors that are poor at there quality and customer service
Regards,
*** ***