D.R. Horton America's Builder

Complaint: ***
I am rejecting this response because: the original warranty repair work was never completed correctlyA technician should come out to verify that the work was never successfully done properlyMy warranty request was filed within the allotted time for the repairs to be made and I not left with fixing the incompleteness of a job done on the half of DR HortonAttached is the technicians summary of a recent visit in which I had to pay to discover this work was not completed properly.
Regards,
*** ***

We appreciate the customer's patience regarding the processing time for the refund checkWe have been in communication with the customer and expedited the refund accordingly to be sent out early this week

We appreciate the customer reaching out regarding their concerns and for their patience in bringing this matter to a resolutionWe have confirmed via communication with the local warranty department that they have been in communication with the customer this week and the necessary repair work is
being performed

In response to complaint *** All warrantable items are being addressed, however, some of the requests were not warrantable and repairs are scheduled and underway Thank you, Paige H*** Customer Service Assistant/Warranty Coordinator D.RHORTON America’s Builder

Our Warranty Field Director, *** ***, will contact the homeowner soon to discuss replacing the GFI to hold a higher amp

Mr*** *** *** ***
* I am extremely sorry that your transaction here at DR Horton/Express Houston has gone the way it did We strive every day to do the right thing………..but I know we failed in your situation Please accept this as my apology for not meeting your needs and delivering you the home you dreamed about! If you feel there is specific feedback on your home that you could give me that I can take into advisement to make things better going forward, I would love to hear from you. This is definitely only if you feel comfortable. My email address i* *** Thank you for your time *** *** Director of Sales-Houston North Division

Repairs have been made on the swale in this neighborhood and waiting for stabilization of soils. Verifying repairs are working as projected and then completing all needed repairs to each individual lots Thank you, Pam Williamson Customer Service Manager- Carolinas
Division

A contractual agreement was made between the buyer and us the seller/builderThe contractual agreement specifically excluded from the sellers warranty; “Landscaping, including trees, shrubs, grass and flowers are not covered by any warranty”That being said us the seller (D.RHorton) chose
to go above and beyond the warranty and address the issue at the sellers expense to pay to have portions of the yard top soiled and seededThe responsibility of nurturing and maintaining the soil and seed was the sole responsibility of the buyerAt this time we offer no warrantable action for the buyer / Homeowner after years and months of owning the home 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
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
Again, D R Horton's response is factually incorrect I did not mistake the price as "starting from." The sales agent, Travis, printed out the specifications for Lot and told me, that Lot was priced at $442,He told me he couldn't take me inside of Lot because of the construction He circled Lot on the site plan We did the prequaification for Lot at that price Travis even gave me the breakdown what my costs and estimated mortgage payments would be for Lot Always at the same price I reiterate that I did not misunderstand, nor did I make a mistakeTravis and D R Horton purposefully misled me in terms of pricing. It bears noting, that D R Horton's first response stated that I was interested in a completely different lot in a different community At this point, they should acknowledge their wrongdoing and make reparations

This letter serves as our response for Mr* *** *** filed 11/11/15.We are still in the process of making things right for the customer and expect that wewill have this issue resolved to his satisfaction

I am gathering some additional information on this situation with Mr*** It looks as though he is looking for some reimbursement for water usage due to a damaged irrigation control valve. Our Orlando Division does not do any owner reimbursements, as per our Chief Financial
Officer. The home is located in Apopka Florida, and in speaking with the engineering inspector, she would never have passed a final inspection on that system with the issues /damages Mr*** is reporting. They are extremely thorough on their inspections in this municipality. That being said, if for some reason, there is some money due to the owner, what our offices would do is write a check to this owners water company, with the owner account number, so it would be put directly onto their account. The owner would not receive any funds directly from DR Horton. *** ** ***Area Manager - Warranty / Customer Service

We appreciate the customer reaching out regarding their concerns and allowing us to address the remaining repairs last monthShould the customer have additional concerns, please contact your warranty team and we are happy to assist

*** *** has been in communication with this homeowner regarding their roof concernsThe shingle issue noted by the customer is a result of the lateral tropical storm force winds at mph sustained and gusts over mph experienced during Hurricane IrmaFollowing the homeowner's insurance
adjuster's inspection, we informed the roofing company of the findings and requested an assessment - it was determined by the roofing company that while the shingles were installed correctly, the roof did sustain damage during the stormPer the terms of the warranty agreement, tropical storm-related damage is not warrantable, and the homeowner is encouraged to discuss next steps with their homeowner's insurance company

In response to Revdex.com Complaint *** Per Director of Customer Affairs Since meeting with Mr***, the mildew has been inspected and determined to be dirt running through the system caused by caked filters not changed and the fan cycle mode being ran continuously. This was allowing dirt to run through the vents. The customer has been educated to change filters monthly, as well as a gesture of good faith Horton has cleaned the affected areas The correct amount of window blinds was charged to the customer and installed, one of the kitchen nook windows is charged as windows because it is considered a double window in size. This was explained to Mr*** during the inspection The wavy ceiling repair is scheduled for repair on January 4th at Mr*** request of availability As a good faith gesture Horton is also reimbursing Mr*** for an emergency plumbing bill. This bill was caused by not calling the correct vendor noted in the Homeowner ManuelThis reimbursement has been submitted for payment The granite countertops in the kitchen have been inspected, and are the correct tops selected The granite tops are installed correctly and in a professional manner The installation of the T.Vand outlet location are correct and per plan. They are also compatible with all local providers During the masonry work of the home, the front was already being bricked and Mr*** determined he did not want to put the stone on the front façade. Unfortunately this is not a decision that can been changed now post-closing The door and window adjustments have also been scheduled for repair Thank you, *** *** Customer Service Assistant/Warranty Coordinator D.RHORTON America’s Builder *** ***

Our response is that we have reached out to the customer and we are in the process of staking elevations and then re-grade and re-sod the affected areas…We consider this matter closed *** *** ** *** Vice President of Construction Operations Tampa/Sarasota Division D.RHORTON
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.I received a call from Stansell Drywall, a vendor of DR HortonThey stated they were sent a work order for the repairs at my homeThey were actually an interior drywall company and they are not sure why they were contacted for my repairsThey stated that DR Horton should have contacted a siding company for the dormer, and a different company for the stone veneer workCaulk is one item needed but there are other issues that need to be addressed as wellThey would only be able to address the caulk needed for the exterior window but would not do any work to the stone veneer or get on the roof for the dormer deteriorated trim repairs. I have yet to hear from the garage door contractorHowever, I was notified that it would be within hours on Wednesday so they are not late to call as of yet
Regards,
*** ***

Complaint: ***
I am rejecting this response because: there is water coming into my house when it rains** *** never done a water test and refuses to do so, I have pictures and videos showing water coning into my less than a year old houseHow can something of this magnitude not be covered under warrantyIs it now to build houses with water coming inside and reject a proper inspection and a proper fix? Or are we just going to ignore peoples complaints with proof to just build more houses and make money?
Regards,
*** ***

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
I will happily resolve the claim when the work is complete in an acceptable mannerHowever, thus far the work, while scheduled in a timely fashion, has been done in an shoddy mannerThe toe kicks were pushed so far back there is clearly exposed, cracked tile in the bathroomBoth were installed completely crooked, not even close to straightThe painter got paint all over the baseboards and made no attempt to clean itThey also got paint all over the outlet and just left itThey sealed the bathroom molding in one area, but completely skipped another areaI gave DR Horton permission to schedule work without me being present, but since it is not being done properly, I have requested to be present for all future appointments.
Regards,
*** ***

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.Warranty claims and repairs have been in-work for approximately monthsThis is a testament to the scheduling and communication issues I have encounteredRegarding the communication that has occurred, this is an accurate representation of the communication since 8/31/16, however there have been communication issues since prior to October 2015, and was why I contacted Mr*** previouslyEfforts were elevated after this brief communication, however decreased in the months afterwardsIn response to missing multiple HVAC appointments, I might have rescheduled an appointment, but I have never missed a scheduled appointmentI have been contacted by the warranty representative, and will work with him in resolving this issueIn regards to items that were thought to be complete that are not: Sub-floor: Drywall and insulation were removed to facilitate sub-floor repairs, and insulation was not replacedThis requires drywall to be removed and the insulation replacedFurthermore, the sub-floor seems to not be repaired completely, as there is still movement that is noticeableDrywall: See previous entry for sub-floor, and in addition, HVAC repairs required some drywall removal and replacement, this drywall has been removed and replaced, but is not in a finished state; upstairs closet and wall in bedroomPainting: most painting has not been startedSome caulking has been done, but there are several places where caulking is still required due to gaps in trim within the first year which was claimed prior.Items still in work: HVAC system still needs adjustmentsI have contacted the HVAC company about making corrections and they stated they would contact warranty rep, and I have not heard back from them or the rep on this issueCloset needs to be finished where HVAC access was required, installation of clothing rod and shelf in top of closet that was previously thereIrrigation adjustments to sprinkler heads has not been startedIrrigation shut-off needs to be installedAs previously stated, painting and caulking have either not been started in some places, or need to be completed in other areasRemoval of drywall to replace insulation and replacement of drywall and paint.I will note that I do feel all items will be addressed and repaired, eventuallyMy complaint is more directed toward the time frame in which this will be accomplishedMultiple years should not be required to address minor to moderately complex repairsFurthermore, this was also a complaint in regard to the quality of workmanship and materials of my DR Horton home.
Regards,
*** ***

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
Per research provided by the law firm noting industry standards developed by Tile Council of America, Incin the 2003-TCA Handbook, 41st Edition, I disagree that it was industry standard in to lay ceramic tile with a very thin mortar bed directly on a single layer wood subfloor As Mr*** mentioned, I met with him in my home in regarding our floor where it was his professional opinion that settling was the cause of the cracked and broken tiles and loose grout and that as a representative of DR Horton, the builder laid the floor in an acceptable manner He even asked us if we "maybe dropped something heavy on the floor" Our legal representation will contact him directly Since it is still the position of DR Horton that they laid the floor correctly, as stated in Mr*** Revdex.com response, I do not feel that scheduling a repeat inspection would be the best use of my time I maintain my opinion that DR Horton is responsible for the cost of the removal and CORRECT installation of a ceramic floor
Regards,
*** ***