D.R. Horton America's Builder

Thank you.D.RHorton, Inc(“DRH”) is in receipt of the above referenced complaint from Mr.*** *** to the Revdex.com (“Revdex.com”)Mr*** closed escrow on *** *** *** ** ***, the (“Property”) on September 24, In Mr***complaint, he indicates that
per his purchase contract he was not issued a five-year certificatefrom a pest control company obligating them to retreat the Property should termites bediscovered within a five-year period from the date of original treatmentPlease let this letterserve as DRH’s response to Mr*** complaint.The contract Mr*** signed with DRH for the purchase of the Property does state that“at closing, Seller will deliver to Buyer(s) a certificate from a pest control company obligatingthem to retreat the Property as many times as necessary to control such termites should termitesbe discovered at the property within a five-year period from the date of original treatment.” Mr.*** was issued a certificate for one year of termite coverage for the Property at his closing.DRH will honor the commitment in the agreement for five years of termite coverage from theclose of escrow (September 24, 2014), at no cost to Mr*** should termites be discovered atthe Property within that periodDRH will work directly with Mr*** to provide him withreasonable written documentation of this commitmentDRH will rely on Mr*** to provideto DRH reasonable notice of, and professional inspection reports documenting, termite problemsat Property, if any should arise

I have spoken with Mr*** already regarding his home. He closed on his *** Home in 1992. I explained to him that he was outside of his one year builders warranty and his year structural warranty as well. He asked me what he was really trying to find out is who was
the owner of *** Homes, what was the owners name, I informed him that I did not know. He said that he would find out from public records He asked me if D.RHorton purchased *** Homes, I told him yes they did. I again explained to him that he was outside of his one year builders warranty which was offered to him by ***, and outside the 2/Structural Warranty through RWC

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,
*** ***

We have addressed ** ***’s concerns to the best of our abilityHe had a sub-floor issue which was resolved back in October of To compensate *** *** we allowed him to select a upgraded carpet and had it installed for himAt that time he accepted the compensation and was
satisfied with our workThe home is now out of the year warranty period

We have met with the customer and Horton is currently waiting to schedule warrantable repairs due to the customers schedule Billy ** ***

The Warranty Manager, *** ***, met with *** *** and all of his complaints were addressed and the homeowner was satisfied and said he would remove the complaint

We have looked into the Revdex.com complaint regarding the above homeThe SA Warranty Department has an active warranty claim for this address involving a flooring issue and concreteOur flooring contractor has had a difficult time acquiring the materials to make the needed repairs and as of
yesterday we have been told the materials are now availableThe warranty work is scheduled to begin on May 1st and should be completed on May 4th… If you have any further questions regarding this matter please feel free to contact me Respectfully, *** *** WARRANTY MANAGER

Good Afternoon I am writing in reference to the attached complaint. I met with Mrand Mrs* *** yesterday and reviewed the items they listed in the complaint. We opened work orders for the items that were warrantable and scheduled
the shrubs to be reinstalled for them today I will be there to insure they were installed properly tomorrow and will be sure there service is completed in a timely manner. I reviewed there warranty manuals with them and showed them how to best maintain their home and how to handle any emergencies that could arise Thank you *** *** Customer Service Area Manager DR Horton Homes America’s Builder *** *** *** *** *** ***
*** *** ***

This is in response to a claim from owner *** *** *** *** *** * *** * *** Mr*** yard was examined by myself, field supervisor *** *** ***, and our state licensed grading contractor, to inspect the complaint by Mr***. Mr*** lot was designed by an
engineer as an “A” drain lot, which will drain from the back, along the side swales and out toward the front of the lot. All parties that examined the yard found there to be sufficient grading on the property and the drainage, as designed by an engineer, meets the 1% slop requirement. There were no signs of any standing water anywhere in the yard. As a reminder, water that stands within feet of the foundation for more than hours is considered to be a warrantable item. As well, standing water in the side swales, that sits for more than hours after a rain or irrigation event, is also considered a warrantable service item. We found no signs of either condition. There is no further action necessary on Mr*** lotPlease let me know if you have any further questions or concerns*** ** *** Area Manager - Warranty / Customer Service

We have recently met with *** *** and have agreed to repair the left side of the lawn, which is scheduled to happen soon

Mr*** *** Division President, has informed me that he has contacted you directly and addressed you additional concerns

I had visited Mrs*** and inspected her homeI did not commit to any repairs, and also explained that I was sent to inspect the flooding*** had also sent a representative the afternoon previous at the time of the flooding Her laundry room is on the first floor, near the base of the stairwell as well as the master closetShe may have misunderstood when I said *** stands behind their warrantyI was not present when *** rep was inspecting the unit, so I cannot speak for what may have been said*** does stand behind warrantable items, unfortunately this accident was not caused due to an error in plumbing As I was inspecting her home, when asking questions as to where the washing machine was from and who had installed it, Mrs*** became very emotional, and stated that she did not want us to tell her that this was their faultI tried to calm her, and told her I was there to inspect, photograph and ask questions so that warranty could review both my findings, as well as Champions After review, the plumbing drain line was found intact and operational*** Plumbing had installed the plumbing line correctly, however, the homeowner did not connect to the drain lineBoth caps were covered at time of closingThe homeowners had installed their own washing machine, uncapped the wrong cap, and did not connect to the provided drain line, causing the first floor to floodThe washing machine was not provided through DR Horton Thank you, ***
Revdex.com* ***
* * *** ***
*** *** *** *** ***
*** *** ** ***
Dear * *** *
As a service to your business, this letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 6/27/9:31:PM by *** *** and assigned complaint ID ***
Although the consumer has not expressed satisfaction in the resolution of the complaint, the Revdex.com has determined that the response from your company addresses the disputed issues and exhibits a good faith effort to resolve the complaint.
Therefore, this complaint has been closed
It has been our pleasure working with you to resolve the dispute filed by Linda Price Now that the dispute is closed, we would appreciate your feedback on the Revdex.com’s performance Please review the Revdex.com on Yahoo.com or Google.comPlease note, you do need to have a Yahoo or Google account to post reviews.
Thank you in advanced for your feedbackIt is important to us.
For Yahoo: Click here or copy this link into your browser, http://local.yahoo.com/info-18871968-better-business-bureau-fort-worth?tab=revie...⇄ /> For Google: Click here or Copy this link into your browser, http://goo.gl/6pv4M
Please understand that the customer's complaint and your response could 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 information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this customer. The Revdex.com may redact the complaint of your response to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at 800-621-between 9:a.mand 4:p.mor by email at [email protected]
Regards,
Angela Ford
Dispute Resolution, Ad Review
Phone: (817) 882-
MESSAGE:
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,
*** *** There are many errors in D.RHorton's accountAnd, despite the plumber having admitted the mistake and the builder telling us the plumbing company would be covering the repair costs, the builder is now not accepting responsibility nor allowing their subcontractor to accept responsibility We did indeed purchase a townhome from D.RHorton and closed last month (June 9) We changed the majority of our flooring on the main floor not to hardwood as the builder has stated but to CoretecPlus 7" luxury vinyl plankMs *** was well aware this was not hardwood, because she stated she was impressed with the quality of the flooring and asked for the website because she was interested in this particular flooring for personal useHowever, I am not sure what the change of flooring has to do with this issueWe did indeed install a washing machine not purchased by D.RHorton, and we did not have D.RHorton install the machineHowever, the washing machine was installed in the first floor laundry room not the second floor as stated by the builder. Contrary to the builder's claim that the washing machine was not connected properly, the washing machine was correctly installed to the drain port provided - the only drain line available to usThere were two drain ports - one was capped, one was left uncappedAccording to NC Plumbing Code, any pipe not connecting to the drain system must be cappedThe washing machine was installed to the uncapped portWe never removed any cap Unfortunately the plumber had capped the incorrect portThe one left open was not connected to the drain system but instead was an open port that drained into the wall behind the washing machineWhen the plumber came, he verified that the wrong port had been left open, said it was their mistake and stated that the plumbing company would cover our damages The following day Ms *** visited the house, checked out the first floor washing machine and surveyed the damage to the first floor She never even went up the stairs to the second floorShe called later that day and confirmed what the plumber had told us - this was their mistake and they would cover the cost to restore the flooring to the state it was prior to the floodingTwo days later I received an email from Ms *** stating that this was not their fault, we had misunderstood the plumber and that D.RHorton would not cover the damageI do not know why D.RHorton will not allow the plumber to cover those costs - it would not cost the builder anything out of pocket. Sincerely,*** ***

We are in communication with the customer and are actively working to address the agreitems per our conversation with him last WednesdayOur warranty personnel are working on coordinating the necessary activity, and we expect the items to be addressed within days

Complaint: ***
I am rejecting this response because: I am not accepting until the second warranty issue is complete
Regards,
*** ***

DR Horton recently met with the homeowners. We have addressed each of the concernsWe are currently working to resolve his issues *** *** Construction 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.The Home Owners agree to the window being Replaced but weDo Not Agree to the window "ledge" being replaced.The window ledge is not the issue.Removing the ledge is just asking for "more problems".The Home Owners are not going to allow DR Horton to change, re arrange, remove anything that does not have any current issues.Besides, every window that has a Ledge looks exactly like the one below the defective / damaged window. A defective / damaged window was installed and was not sealed correctly, that is the issueIf the Ledge is apart of the issue, then the Window and the Ledge both Should Not have Passed any Inspections. The Home Owners have obtained Three Window Replacement quotes and all Three companies state that they Do Not have to remove brick(s) to Properly install the new window.Therefore, if three other companies can replace the window without brick removal, then so should DR Horton.The resolution:We repeat, we agree to the window being Replaced with a brand new window with current warranty (plus sheet rock repair,etc) but weDo Not Agree to the ledge being replaced and or tampered with.The Home Owners are patiently awaiting for DR Horton to replace the window. Thank you
Regards,
*** ***

The *** *** Sales Manager and Construction Manager met with the homeowner on 3/27/to review the items in order to provide a repair plan

A warranty representative will be in contact with the homeowner by Wednesday to schedule an appointment

Please review the pictures I have attached, it clearly showing the base of the sod is HIGER than the base of the fence, so the ground/dirt will be touching the fence2nd saying that the ground is wet days after rain and watering of any kind because the ground is saturated proves the water is not draining and you are simply waiting on water to evaporatethe front yard is draining and dry within 1-days after heavy rain and saying that the backyard would require + week is a ridiculous statement the drainage system should control the amount of water that is allowed to be soaked into the ground as it should flow any access amount away from the property

Mr*** We sincerely regret you’ve had a water leak in your new Crown homeWe realize there is repair work needed to be performed at your home but we’ve come to a standstill on the scope of work to be performed, specifically with the floor covering Crown Communities, LLC stands behind the method of repair previously discussed with youYour carpet was inspected by a professional floorcovering mechanic and was found to be in good order with no signs of delamination or other loss of integrityTherefore, we don’t find your existing carpet has been ‘damaged’ by the water leak and will perform as new In order to ensure a dye lot match, we propose to take the existing carpet from the formal living room and use it to replace what will be taken from the upstairs hallwayThis will enable us to use the same dye lot carpet with each other and prevent the possibility of an unwanted color difference due to different dye lots We propose to replace the formal dining room carpet with a new piece of carpet; this new piece will be from a different dye lot but because it will not touch surrounding carpet, the dye lot difference will be considerably less noticeable Before we do any of this, we’d like to inspect the carpet again that got wet and make doubly sure you won’t have a problem later onWe want to offer you an extension your carpet warranty for one additional year against failure due to latent water damageIf there’s long term damage to the carpet, it would manifest itself within a yearWe also want to offer to steam clean the hallway area and any other area that got wet due to the water leak This is our offer for the scope of work regarding your floor coveringCrown Communities, LLC reserves the right of the method of repair as outlined in the Residential Warranty Company (RWC) booklet given to you at closingWe will not replace all carpet, pad or sheetrock due to the leak but will replace or repair those materials which are deemed unsafe, unusable or show signs of integrity lossYou should contact RWC if you have any questions regarding the warranty coverageTheir contact information can be found in the RWC booklet Our goal is to make your home ‘whole’ again and appear as if nothing ever happened We’ll await your response and approval to move forward with our action planPlease let us know via your online account, phone or email how you want to proceedPlease contact us if you have any questionsWe look to hear from you soon and are prepared to move on your repair work as soon as possible