D.R. Horton America's Builder

Thank you for the opportunity to further respond regarding this matter. A representative of D.RHorton's Phoenix Division has been in direct contact with the homeowner and we believe that a mutually acceptable resolution of this matter has been negotiated directly with the homeowner

This is in response to *** *** Revdex.com Complaint ID*** The dented garage door panels have been ordered and are scheduled to be replaced and painted in the next few weeks I have no knowledge of any structural damage that has been caused by a, 'flooded landscape bed'' Rear Patio has been resolved The driveway approach has been touched up and looks great *** * *** Area Construction Manager

The Request for Cancellation of Agreement between Mr*** and D.RHorton was emailed to Mr*** on February 1, 2016. Attached please find a copy of the email and a copy of the form. As soon as we receive the signed cancellation agreement we will process the cancellation and will
refund Mr*** his deposit. If we do not receive a signed cancellation form by Friday, we will process without the signature and will refund Mr*** his deposit

We have been in contact with the homeowner and have an appointment scheduled for at 9am to complete the two repairs per the homeowner's request

While D.RHorton acknowledges and understands Mr*** concerns, D.RHorton follows the requirements of California law with respect to all of our homeowners. Under California law, a homeowner has years from when the home first closes escrow to bring a construction claim against the builder. As I noted in my letter yesterday, Mr*** home closed escrow on June 29, 2003. Mr*** submitted his closet door claim to D.R. Horton in late December 2015. As Mr*** claim was made twelve and a half years after the home first closed escrow, D.RHorton respectfully had to decline his service request. And for that reason, D.RHorton must now consider this matter closedSincerely, *** *** *** *** VP of Customer Service D.RHorton, America's Builder

We have met with the customer and had requested a survey to address his concernsWe have now received the survey and are in the process of reviewing it

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 was provided a closing date of 06/27/at the time of contract signing which is months before date you just provided(Your home is projected to be completed 8/26/16.)I am having trouble understanding how "There are no abdelays in building your home." unless the estimated completion time provided to me when I signed the contract was misrepresented.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: There was no attachment with your email so I do not know what the businesses response wasPlease send me their response
Regards,
*** ***

Mr*** is on schedule to have his items taken care of on the 16th of September Thanks ***

*** *** *** performed a leak inspection on the home where it was determined that the leak source was the result of a few minor stucco cracksThese cracks were found to be normal, non-warrantable stucco cracks that do not exceed the 1/inch wide criteria set forth under the *** one-year limited warranty and was determined to not be covered under the warrantyThe criteria set forth by the *** regarding warrantable stucco cracks can be found in section 3.22, page of the *** one-year limited warranty manual

We are currently working on a drainage issue for this development and have informed the homeowner that the repair is slated at a developer level for this month. Upon completion of the drainage swale, we will be making repairs to customer lots and landscape Thank you, ***
***

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*** ** ***
*** ** * *** *** Home Closed January 8, RE: Revdex.com Complaint I have reviewed the rebuttal from Mr*** regarding his home at *** *** *** *** *** The Residential Warranty Co(RWC) performed an inspection on June 29, the inspection report has not been filedSo, we are currently waiting on the results of the RWC Fact Finding Inspection As for statements made regarding service, each time Mr*** has contacted our warranty office we responded to his concerns and addressed the warrantable and some non-warrantable items in his homeIf there are new warrantable items in Mr***s home, we would recommend to our customers (Mr***) to submit a warranty service request (WSR) to our office at *** and we will arrange an inspection of his warrantable items If you have any further questions regarding this matter, please feel free to contact me Respectfully *** *** WARRANTY MANAGER

We apologize for the confusion regarding the cause of the crack in the customer's drivewayUpon further investigation by our team and concrete vendor, it was determined the cause of the crack was due to electrical work performed by ***, which involved hydra jetting underneath lots within the
communityThe homeowner is encouraged to consult with *** regarding their concerns with the crack in their driveway as a result of the work performed

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 reason why I am rejecting the business response is as follows; as mentioned on my complain, I have submitted several warranty request along with photos of the same issueThe last submission was January 12, 2016, up to this day I have not been contacted by D.RHorton in regards to a resolution to the issue.Ms*** *** responded back to an inquiry on November 30, saying the following : "The
landscaper, *** just came by here and I talked to him about the
water standing. He said he had gone by to look at it a while
back and that it drains as it should. The warranty rule is that it
drains within hours after rain has completed. I understand how you
feel and am sorry, but I have done all that I can do on my part." After receiving that email, I called Ms*** at *** to explained that I understand that some water should accumulate when it rains but not to a point where it gets flooded and you can not walk the walk-side or the driveway and if you do, you will be getting your shoes soakedI also explained that none of my neighbors have that issue when it rainsI also mentioned that the water doesn't drain within the hours after rain has completed, I then proceed to invite her and management to go over and walk the walk-side within the hours after rain has completed to see if that was normalShe responded by saying that she was sorry and she understand my frustration but there was nothing she can do.I also asked her when the landscaper *** was there because I never received a notification of him going to my place to look at the issueShe said that it was several weeks back during that monthI told her that it did not rain during that time and it was obvious that he was not going to find a problem during that time. I then asked to talk to a manager or higher up and she responded by saying none were available but she was going to rely the messageI never received a phone call after that or any type of resolution response.I have attached photos of the water flood that occurs in front of my house along with the drivewayThese photos have been submitted to D.RHorton several times.D.RHorton seems to disregard the issue. I am surprised of the terrible way of treating a customerI have expected much more from a prestigious and reputed companyI am asking for justice, and requesting the builder to insert drainage pipes in the driveway, sidewalk and areas of need in order to resolve the flooding issue
Regards,
*** ***

The subject complaint was followed up on by the division and they advised that all remaining repairs were completed on 8/23/2017. Thanks,***

We stand by our original determination that the grading on the home was done correctlyThe trees have been inspected by the landscaper and are viable treesThey do require maintenance by the homeowner as stated in the homeowner's manualCare instructions are attached

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. However, to date (07/29/15), no progress has been completed
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Here is our most recent warranty submissionThis submission does not include the air unit as it is already pendingAdditionally, at 6:pm this evening we texted the property manager as the door that was repaired needs replaced and the drywall previously repaired will need to be replaces as wellAs while we were inspecting the Trim that was supposed to be repaired today we started finding water on the cementsticking our finger behind the gap in the trim parts of the wall began to crumbleIt rained heavily last night and there is STILL a leak somewhere in this doorThe drywall is wet on the inside the cement under the carpet is wetThe door needs replaced, re-framed, repaired as this is the second time there has been a leak in this doorPrevious repair included mold removal, inspection, drywall replacement, trim replacementWe are still finishing these repairs and the door has leaked again and water is in the wall again. REPAIR LIST SUBMITTED PRIOR TO FINDING THE WATER LEAK IN THE DOOR THIS EVENING ON 02/20/AFTER HEAVY RAIN ON 02/19/20171)Trim carpenter came to home today to replace a the longitudinal portion of trim on the right side of door frame that was cut to shortHe did not replace trimHe instead cut a small square and glued it into the trim where it was cut to shortThis repair was done improperly and needs re-done.2) Back door has been previously repaired--- Back door latch is getting caught on trim again chipping the trim and leaving a black line where it is scraping as it shutsSometimes it sticks when shutting not alwaysThe bottom metal strip on the inside of the house appears to be crooked and needs repairedIN MY OPINION I believe the frame is crooked or the door is not setting right and needs replaced or repairedIt has been looked at and repaired in a simple manner and we are STILL having problems with it. 3) When painters came to paint the outside of the back door they forgot to paint above the back door so there is an unpainted line across the top that needs repainted. 4) Window sill was damaged during previous repair of the houseThe an attempt to repair damage was made by painting the sillThe paint is obvious and streaked because the window sill was sprayed and the damaged area was simply hand painted with a brushThis needs re-done as the correction is obvious and an eyesore. 5) The stair rail has come loose at the top of the stairsIt needs to be attached firmly to the wall. 6) Upon having recent extension work started on our patio it was brought to our attention that we have several mortar holes throughout the exterior of our home that need repairedIN ADDITION TO MORTAR HOLE IT WAS BROUGHT TO OUR ATTENTION THAT THE SOUTH SIDE OF OUR HOME WHEN THE ROOFERS ATTEMPTED TO ATTACH THE SHINGLES TO THE HOUSE THE NAILS UP THE ENTIRE SIDE NEVER ACTUALLY PENETRATED THE HOUSE BUT RATHER SLID ALONG THE SIDETHE ENDS OF THESE NAILS ARE EXPOSED AND HAVE SPLIT THE WOODTHE SHINGLES HERE MOST LIKELY NEED ATTACHED PROPERLY AND SPLIT WOOD NEEDS REPLACEDTHE NAILS THAT ARE PENETRATING THE SIDE OF THE HOUSE NEED REMOVED. 7) It was brought to my attention the outside exterior outlet is branched off the same breaker as my living room interior outletI was advised this is not how the outlet should beI would like this checked and repaired. 8) Bubble has appeared in the ceiling of the downstairs powder room. 9) The baseboards are now cracking and separating in the downstairs piano room. 10) The Left bedroom window will not latch.
Regards,
*** *** *** ***

A voicemail was left on 12/6/for *** *** from the Customer Service Coordinator

Complaint: ***
I am rejecting this response because: WE HAVE ALWAYS BEEN GOOD ABOUT MAINTAINING OUR HOME/ IN FACT OFTEN GOING ABOVE AND BEYOND MAINTENANCE BUT LIKE I HAVE SAID THIS IS A STRUCTURAL DEFECT THAT WAS NOT READILY VISUALIZED AS DOUBLE GARAGE DOOR HEADER WAS WRAPPED IN ALUMINUM AND UNDER THE VINYL SIDDING . IT WAS ONLY DURING US POWER WASHING HOME THIS MARCH THAT WE NOTICED HEADER SWAYING AS IT HAD ROTTED OUT AFTER BEING INCASED IN A WATER LEAK WHERE WATER HAD LEAKED UNDER ALUMINUM WRAP AND VINYL SIDDING OVER MULTIPLE YEARS AND HEADER LITERALLY ROTTED...AND THIS PROCESS DOES NOT HAPPEN OVERNIGHT BUT OVER MULTIPLE YEARS AND AS I HAVE PREVIOUSLY STATED THIS HAS NOT ONLY HAPPENED TO OUR HOUSE BUT TO OTHER DRHORTON HOUSES IN OUR NEIGHBORHOOD. SO I KNOW DRHORTON MUST BE MORE THAN AWARE OF THIS STRUCTURAL DEFICIT BUT CHOOSES NOT TO ADMIT TO IT AND THEREFORE THEY ARE NOT THE REPUTABLE BUILDER THEY PROFESS TO BE
Regards,
*** ***