D.R. Horton America's Builder

In reference to the above complaint…We do not reimburse for vehicle or tire damage that any homeowner believes is due to construction debris. We clean our streets on a regular schedule and require our vendors to sweep up their debris upon close of each business day and place said debris in
trash containers provided The company cannot be responsible for this type of issue Thank you, *** *** Customer Service Manager- Carolinas 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,
*** ***

D.RHorton, Inc("DRH") is in receipt of the above referenced complaint that Mr***submitted to the Revdex.com ("Revdex.com")DRH has come to an agreement with Mr.*** regarding the matterDRH will share with Mr*** in the cost of replacing theservice wire which connects the
residence to the detached garageWe expect this matter to befully resolved upon the completion of the work to repair the service wire

I am writing in response your notification regarding ** *** *** *** *** ** *** * *** We met with Ms*** and found the conditions of her concern were the result of needed home maintenance. The homeowner rejected that. As we still understand the conditions and findings have not change, we are willing to perform the necessary home maintenance to the stucco for our valued homeowner. I have contacted Ms*** explained our offer, and she accepted. Please contact me should you have any questions or concerns Thank you *** *** 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,
*** *** *** ***
We have not spoken to anyone from dr horton, nor have they been to our property Considering its only may 2, im not sure how we could have received information for a warranty on

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***1, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.Mr*** response is half true They did return my deposit money However, D.RHorton did not negotiate They made a low ball offer for resolution which I reluctantly accepted I signed the contract addendum that they gave me to sign days later I found out they were not performing on the resolution's requirements AND that they had not even verified that addendum with a signature.Instead they attempted to coerce me into signing a subsequent addendum stating that I had "incorrectly believed" the home was an Emerald home at the time of purchase This was completely untrue, and I refused to sign D.RHorton then canceled the resolution addendum They operated in bad faith from day one.I retained counsel only to ask DRH to go to the dispute resolution avenues outlined in their contract I wanted a formal negotiation, face to face, which is what their contract stipulates is required Had that failed then I would have sought mediation They refused and simply backed out of the contract.I asked that D.RHorton perform on the original sales contract and build the home I contracted for To that end there was no good faith negotiation with DRH.I have attached my complete accounting of the debacle which I had to write for the attorneys earlier A link to the documentation and photos is below.***Thank you
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Not all items have been closed outI will accept the builders response once all items have been completed Once all items are complete, I will gladly accept DR Horton's Response.Item and - To date, we have received the hurricane shuttersI will verify that the shutters fit properly this weekThe (incorrectly drilled) holes have been filled with siliconeI would like to ask if this is the best material for filling the holes? If so, I still need the builder to paint over the the areas filled with silicone, and around the bolt replaced on the back patioBolts have been replaced.Item - Not started; have not been contacted.Item - Need the builder to contact me regarding the drainage problem/leakIt appears that some work has been started.Item - Scheduled for Friday November 4th.Item - Completed and contractor did a very nice job with the stone.Thank you.*** *** ***
Regards,
*** ***

I have contacted the original plumbing contractor (*** *** ***) regarding your claim and unfortunately they have no record of your warranty claim. You are aware that your new home is provided with a Limited Builder Warranty, Mechanical Warranty and a Limited Structural Warranty
The Mechanical warranty (HVAC, Plumbing, Electrical) is provided directly with the customer and mechanical contractor for two years from the original date of closingThose mechanical contractor numbers are located on the electrical panel in your garage and are provided in your closing documents as well as instructions provided on our afterhours notification system when you contact our warranty office. I noted the buyer walk and orientation documents (attached) which outline the process as well in your house file/closing documents that were signed during the orientation by the buyer (you)Please understand, In order to file a claim against a contractor and or hold a contractor accountable for an alleged defect. We (builder and homeowner) must first allow that contactor a reasonable opportunity to inspect an alleged defect and if applicable provide the necessary repairThe invoice you provided was dated prior to our notification as well. We recommend if you experience a concern with regards to the mechanical systems in your homeTo first allow the original contractor an opportunity to inspect the alleged defect, throughout the ownership of your homeIn closing, NO ACTION will be taken by the plumbing contractor *** *** *** nor the Limited Builder Warranty due to coverage and no opportunity to inspect prior to third party paid repairs Respectfully,

I visited with Mr*** again on Friday 8/7/and discussed his concerns about the warm temperature in his cabinet in the upstairs master bathIt was noted that at the time of our visit at 4pm on Friday 8/7/that the doors to the master bath were closed and the a/c was set to degrees and the outside temp was degrees…upon inspection of the walls in the master bath they appeared to feel the same temperature as the rest of the walls in the homeMr*** had emptied one of the cabinets and had placed a thermometer inside which at the time of inspection read degrees with the doors closedI explained the importance of leaving the doors open for proper circulation due to his system being designed as an open door systemMr*** did not care for any explanation or information to help lower the temperature in his cabinet that I offered, nothing appears to be out of the ordinary.Thank you, *** ** ***

Complaint:
I am rejecting this response because:The technician I escorted out had installed the drain gasket upside down which was why it continued to leakThe new plumber seems to have it fixed properlyI feel I should be compensated for the time I have had to miss work due to their plumbers mistakesThey have also asked me to lie to the manufacturer and not mention that the shower has been pulled outOnly time will tell if my shower is 100% fixedIt may take weeks for a leak to show up again
Regards,
Jeffrey Coker

Date: 7/24/Revdex.com-FtWorth Attn: *** *** Complaint ID: *** Consumer: *** *** *** *** *** *** This is to inform you that D.RHorton-Huntsville, Alabama office will be reimbursing Ms*** *** in response to
her Revdex.com complaint. The total amount of reimbursement she submitted was in the amount of $which is what we have agreed to pay. Hopefully, this will be to Ms*** satisfaction

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,
*** ***
I have a letter from an attorney stating that the fence was put up illegallyHe reviewed our plot and the covenants and restrictions that were in place during the time of purchase and you are incorrectThe fence is illegal and you should take it downI have tried to discuss this with your company and provide you the letter from the attorney but I continue to get ignored and brushed offIf you don't take the fence down off of my property then you should at least reimburse me for the fence that I paid over dollars to put up while being told that you were going to build a bridge instead of a fenceNo - the school board and the State of Alabama did not deny the fenceOur community is attending the school board meeting the month to get the approvalDR Horton continues to blame the school board and the state when neither have denied anything

Our Warranty Field Director is currently assessing the report she submitted to us from her insurance company and we will coordinate with her on next steps

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, the response from *** is not accurate as *** has been my point of contact and has been contacted several times via telephone and EmailsI did not remove the carpet, the carpet in the living room was previously removed by the framers on a previous attempt to fix the soft spots which as of today 04/04/are not yet fixedOn their visit last Thursday 3/*** told me he would not replace the floor as it was not damaged, the day before while chasing my puppy the floor boards started breaking and I reached out to *** and everyone involvedThe framers came in and on ***'s request replaced only the spot that I had almost gone through, the pieces removed shows the board been completely rooted and delaminating and are been kept food future referenceThis only shows the unethical behavior practiced by the builder and mean while the boards are starting to break apart while my family's safety is at risk nowThere has been several other professional opinions on the current subfloors including an architect/ engineer firm and contractors how have stated the floor is delaminating and requires replacement, *** stated while at home that he was an licensed engineer and general contractor, The meeting on March and I was originally scheduled to inspect the subflooring on the other rooms as stated on the emails, however they have not yet e they have not yet inspected those other rooms to make an assessment of the subflooring, I continuously keep expressing the need of bringing a carpet person I saw I was not sure whether I was goingto install laminate flooring or notI have contacted my flooring Company canceled my order and requested the laminate gets picked up at this point
*** ***

Please see our responses below to *** ***, the customer who filed complaint # *** He reached out to one of our onsite representatives the day before he filed the complaint and was sent an email promptly by our closing coordinator explaining that the delay was the result of
a personnel change in our office, apologizing and reassuring him that his refund was already being processed and would be mailed asap I followed up with him once we received the complaint to make sure he received the message from our closing coordinator the day before regarding the return of his check and apologizing again for the error. His refund was already being processed prior to his complaint, but in order to expedite the solution the check was fed-ex’ed to him and should have arrived at his home today

We have asked Ms*** to provide her receipts, which she told the manager she would, and has not yet dropped off or mailed them. I emailed her this morning to please provide theseWe will then submit to accounting and give her reimbursement at that time *** *** Customer Service CoordinatHorton

We appreciate the customer reaching out and making us aware of their concernsWe have been in communication with the division and understand they have met with the homeowner and an appointment is scheduled for April to address open itemsWe look forward to bringing this matter to
resolution

I am rejecting the business response because the business has not reach to me to let me know when and how they are planning on resolving the landscaping/sidewalk issueThe business mentioned that they are hoping to have the issue resolved by March 1, but I haven't heard anything backI understand there has been unpredictable weather but as a courtesy I should be informed as to what their intentions are in order to resolve the issue
On February I send an email to Mrs*** *** letting her know that since I haven't heard anything back in regards to the issueI had a professional company take a look at the work that was performed & also to have them provide me with their professional opinion
I choose that company because they are subject experts in the matter, have great ratings and they guarantee their work
After their review, I was informed that the workers who performed the work did a terrible job causing as mentioned previously (February 2016) more problemsThey mentioned that the workers who performed the job were inexpert as they made several mistakes to include routing the cutter line in the wrong direction causing flooding in areas that didn’t have that issue, they inserted just one small 4” cutch pan which is not big enough to keep the area dry, they did not re-grade the swell, among other issues
The company provided me with a proposal estimate which I had provided to D.RHorton on FebruaryI was told by the company that they had giving me a discount since they had worked with D.RHorton on other jobsThey also said that D.RHorton can contact them at any time if they have questions or concernsI have attached a copy of the Proposal Estimate provided to D.RHorton along with more photos of the issue
Regards* *** ***

*** and I have scheduled a warranty and service repair day for Monday 6/13. *** only has four hours on this today for the repairs to be completedBut I believe we will be able to make it happen Thank you, *** ** *** DR 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, as there is no indication that it was sent by someone in an authoritative roleIt also does not address the purpose of the complaintMy complaint was about the poor customer service and not directly about warranty issues, however I used warranty issues as examples of the poor customer service. To me this response takes no responsibility for the poor customer service, the way I've been treated, nor does it provide any specifics on how that service will be better in the futureIt looks like an email I would have received from my warranty representative and stops short of calling me a liar when it comes to the yard issue I used as one of my examplesThis response tells me that this culture of poor customer service has been fostered from the top down
Regards,
*** ***