D.R. Horton America's Builder

To Whom It May Concern: This letter is in reference to your correspondence, same of which is dated June 13, 2016, and whereby you requested a response to the aforementioned case number from D.RHorton, Inc. After conducting a thorough investigation, D.RHorton concluded the
following in this matter. Mr*** claims that he made several attempts to contact D.RHorton without a response. Contrary to his correspondence, our Division Sales Area Manager, *** ***, did respond to Mr***. Regardless, we have provided him with a cancellation notice so that he can receive his deposit. As such, this matter should be resolved. Please let me assure you that DR Horton strives to provide satisfied customers. Thank you for the opportunity to respond to Mr***’s complaint, as D.RHorton’s goal is to always respond to customer concerns Feel free to contact me directly with any questions

Revdex.com:
We are scheduled to meet this Thursday at 6pm.
Regards,
*** ***

Please accept this correspondence as D.RHorton, Inc.’s reply to the Revdex.com with regardto the above-referenced complaint.I spoke to Mr*** yesterday, July 28th, and he confirmed the work performed in his home had beencomplete and the hot water heater was workingWe had the
roofing contractor add an air hawk whichwill allow additional air flow in the atticThe additional air flow will alleviate the concern with the hotwater heater pilot light going out due to lack of oxygen.We appreciate the opportunity given to look into our homeowner’s concern and provide a resolution

Complaint: ***
I am rejecting this response because: They are only doing a half jobI got a call from their office yesterday and they provided me the same response as they provided on Revdex.com, but when I talked to them in brief they mention they won't install a door to the standing showerI told them clearly to match the bathroom with the upstairs bathroom they build in my master bedroom which has a glass door tooThey have a very poor communication system and giving me a very tough time to get the desire resultI have been waiting very patiently with the whole situation and waited too long to have it done and now they are giving me a different story which I am very upset aboutI want them to completely finish the bathroom with the glass door/sliding glass doorThey are telling me to wait till Dec for the supplies they orderedI have mentioned them earlier too that my parents are very old and they cannot go upstairs every time to use the bathroom because of their health issues and also the exposed wire in the bathroom is dangerous for my years old son too.There are some other items which are pending tooThey did not respond to those eitherFollowing are the remaining items- Floor noise in the master bedroom (They are giving me different stories for this too)- Stone outside near the garage (They told me they cannot install do it because of some reasonIf not then I want to do something else for me)- Sheetrock Paint- Lawn water drainage pipe(There are some shrubs outside my main door which are constantly dying in every few monthsI mentioned this issue in the month walk through too, but the technician said its just a plant now I have installed another new one and it died tooThe same thing happens to one of my tree too as the mud in very hard around the area.) Thank you Revdex.com for all your helpJust because of you I at least got a call from them to proceed
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
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
The two gentlemen that came out were not serious about the complaintThey did not want to sit when offered and was only there five minutes, took a couple pictures and said we could email our paperwork to the general email addressThey clearly were not interested in anything I had to sayI've had several people come out and mention the structure of the roof was done incorrectly and the a/c was not installed properlyAs of today, I have not received anything in writing from DR Horton with my concernsI want to hear from Mr*** Mr*** or Mr*** from which seems to be impossible to reachUpon calling the main office, I am unable to even reach there secretaries or be given an email address for them

We apologize for the delay in responding to the complaint, as it was just forwarded to D.RHorton todayWe have reached out to the customer and look forward to assisting them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and would like a description of how the issue is going to be handledThank you so much for looking into this for us.
Regards,
*** ***
Revdex.com*** ***
*** *** **
*** ** ***
Dear *** *** *
This letter is in regards to your complaint submitted on 8/1/against D.RHorton America's Builder and assigned complaint ** ***
The business response is either below or attached. You have calendar days to submit your response back to the Revdex.comIf no response is received, we will assume that your complaint has been resolved
The text of your dispute may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in describing the nature of your complaintBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may redact your complaint to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand 4:p.mor by email at ***
Regards,
*** ***
*** *** ** ***
*** *** ***
*
MESSAGE FROM BUSINESS: We have agreed to make repairs to the grade at the rear of the above home, but have been delayed due to weather and other factors. This property is on schedule for this week barring anything unforeseen. The garage that was built by the neighbors next door was not installed by DR Horton…any issues need to be handled with the neighbor as it relates to the garage. Thank you, *** ***
*** *** *** *** ***
*** *** *** ** ***

Please accept this correspondence as D.RHorton, Inc.’s (“DRH”) response to the RevDex.com (“Revdex.com”) with regard to the above-referenced complaintI apologize for the difficulties Ms*** feels she has encountered while attempting to resolve her concernsI assure you
that DRH strives to provide quality service. It is my understanding that Ms*** successfully closed on this property on or about June 28, Ms*** has previously contacted the division regarding the driveway, front porch, and countertop in her home through customer service requestsAs a result the division is in direct communication with Ms*** and is working to reach resolution to all of her requests. I appreciate the Revdex.com providing me with an opportunity to respond to Ms*** complaint and its attention to this matter

It is a wait and see game I hear talk but actions have not yet commenced ONLY When action commences will I be satisfied

Complaint: ***
I am rejecting this response because:The message contains no resolutionThe items left outstanding are not all weather contingent and the weather has been fine on multiple occasions the weather was only recently a factor but as the requests were made weeks and in some cases months ago *** weather has been on more occasions than not suitable for repairWe are still waiting on the following repairs:1) Back door weather strip,painting and caulkingThe back door frame itself was repaired more than a month ago but was never caulked and has been left exposed to the elements, un-caulked and unpainted. 2) Carpet pad replacement/ re-taking and strippingCarpet pad was removed as mold was found in the wall along the back doorThe sheet rock and pad for the carpet was removed due to damage and had to be replaced.3) Waiting on baseboard repair and painting in the living room as baseboards had water damage due to the back door and had to be repainted. 4) Cabinet side replacement as dishwasher was leaking and cabinet side had to be replaced. 5) Painting for the ceiling and bathroom wallJoint had to be repaired. 6) Insulation/Pipe inspection along kitchen wall and upstairs bedroomAs the pipes in our house froze solid on separate occasions despite leaving cabinets open and water dripping on 2nd occasion. Additionally, we are still waiting on paperwork showing repairs have been completed for our recordsWe have still not been contacted by a ** *** representative aside from scheduling our warranty repairs despite numerous emails to upper management and corporate. We cannot say this complaint has been resolved until all outstanding warranty claims have been fulfilled and we have received documents related to our claims Thank You,*** *** *** ***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
Regards,
*** ***

We received the customer's warranty request today and are visiting their home to assess the situation

All agreed repairs have been completedThe fence height was inspected and found OKThe yard is draining as designed but we have agreed to continue to monitor it as the sod takes hold and grows inNo other Action agreed to at this time

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.DR Horton's representative has only offered to once again inspect the issues, an action that has been taken multiple times before and that was declined as unnecessary by the warranty representative at our last visit Now that the business has been caught refusing to pay their subs to take the time to do the work in a quality way, their offer is to look at and consider doing the work The building supervisor has made it clear in his emails that they will not commit to doing the work It is true that I took a few days to respond to his most recent email This was necessary to arrange for our next courses of action should the business continue to waste our time and/or refuse to fulfill their obligation to complete the work I am working to set up a meeting with the building supervisor and warranty representative, as the building supervisor has threatened to simply close the work order unless that step is taken DR Horton's threats and strong-arm tactics do not support that they actually care about rectifying the situation
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,
*** ***

I am writing you in response to Mr*** complaint on 6/29/concerning his $earnest money deposit. DR Horton retained his earnest money deposit for his contract ratified on 1/03/2015. The property is located in our Vandercroft community at *** *** ***
*** *** After review of his contract, it was determined that his earnest money was retained due to non-performance. However, at the time it was communicated to the office, the customer was going to continue to work towards purchasing a new *** or DR Horton home in the Fayetteville area. Our policy would have been to retrain the earnest money, however; DR Horton agreed to give the customer a year to purchase their new home and we would transfer their full earnest money to a new purchase agreement. After further review, it has been determined that our internal processes of notifying the buyer in writing about retaining of earnest money was not followed. For this reason, we apologize for any inconvenience this may have caused and will refund 100% of their earnest money. A check request will be proceed today and their earnest money will check will be sent out over the next two weeks Sincerely, ***

*** *** has contacted *** *** to schedule a visit to the home to inspect the flashing and garage door

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***They will be completing the repairs soon and I am hoping for a positive outcome.
Regards,
*** ***

Good afternoon. We have received the attached complaint from the *** household. Our response to the matter is summarized below: On or about May 30, 2015, our contractor graded the homesite beside the *** home Shortly thereafter, Mrs*** reached out to
our office with a complaint about the water that was standing along the common property line. After explaining that the water was standing due to a recent heavy rainfall and the sod not being laid, our Construction Manager agreed to have the grader come out again and rework the common boundary line before installing the sod on the neighboring homesite A few days later, the grader completed the work. While doing so, he cut back the existing sod to a point that extended roughly 2-3’ beyond the property line in order to provide the best flow to the swale area. Once the grade work was complete, sod was placed upon the recently graded areas Once complete, our Construction Manager visited the site to inspect the work and found that it met or exceeded industry standards. As an effort to provide even better customer relations, we have agreed to rework the area again and will be doing so later this week. At that point, we will consider the matter closed Thank you