D.R. 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,
*** ***
several items were adjusted today which pleases me but not everything ....the power wash of the siding didnt work because the labor crew ( painters I assume ) have splashed something onto the siding that will not power wash away----this will need to be re-painted........and the power wash person could not remove the substances on the bricks and the power wash person said the brick people will have to use a wire brush to remedy this...........so in essence the power wash person is thru BUT he couldnt accomplish of the areas of concern so that item is still open and Horton will have to scheduled re-painting and a brick person.........irrigation people and floor cleaning team are due Monday afternoon............I have not received word about the painting of the siding and the brick scrubbing yet nor have I been advised of their intents to remedy the standing water in the back yard and side yard

The homeowner has had warranty requests with all requests completed and signed off by the homeowner as of January 30, 2017.We have not received any communication from the homeowner since January 30, 2017, but we are in contact with them now and have scheduled to review their concerns this
week

Complaint: ***
I am rejecting this response because:My refund from DR Horton is less than the agreed upon amount and my claim has not been handled as they claimHere is my documentation of the issueThe original document was voided on the basis that it had been misfiledWe were asked to sign a second copy of the same documentWe did so within hours of their requestTo date, we have received only $of the money we were promisedThanks,*** ** ***
***
Regards,
*** ***

We are on schedule to assess Ms*** door on July 14th which is the first day she states she has available

Complaint: ***
I am rejecting this response because: DR Horton Home builders explanation is not true and is a clever play on words. My complaint is I have water intrusion coming through the foundation and the concrete block because DR Horton did not seal the foundation properly and as per codeThe one wall that I demanded they sealed based on my original complaint does not have water intrusion any longer since it was repaired according to codeThey are refusing to seal the entire east side of the home where the water still continually intrudesThey say if I have another bad water intrusion problem then they would consider putting sealer where they didn't when they built the house. They have done absolutely nothing except send someone in to re-nail the severely warped baseboards caused by this water intrusion an will send someone in to re caulk the new nail holesMy water intrusive house is still the same. DR Horton has done nothing to correct this problem. I have also been waiting for the replacement of the window screens that they carelessly mutilated when they were last at my homeThere are many other DR Horton Homes in my neighborhood that are also being completely ignored for similar problems. MY PROBLEM STILL EXISTS, DR HORTON HAS DONE NOTHING TO CORRECT THE REAL PROBLEM YET
Regards,
*** *** ***

Please accept this correspondence as D.RHorton, Inc.’s (“DRH”) response to the Better BusinessBureau (“Revdex.com”) with regard to the customer communication sent following our response to the above referenced complaintI again apologize for the difficulties *** *** feels he has encountered while attempting to resolve his concernsI assure you that DRH strives to provide quality service.It is my understanding the division remains in direct communication with *** *** and is working to reach resolution to all of his requests.I appreciate the Revdex.com providing me with an opportunity to respond to *** ***’s complaint andits attention to this matter

***I want to let you know we didn't take your request lightlyWe had multiple discussionsand ran several scenarios around your dissatista.ctionThe entire management staff wasinvolved in order to have different perspectives on the situation and make a fairdetermination.We collectively agree
that the yard is acceptable and in line with the neighborhoodWemade an attempt to satisfy or fix the yard by adding dirt and re-gradingWe clearlydeemed that necessary and think this shows good faith that we heard and acted on theconcernsAt this time we do not feel like further steps are necessary.We are sending this email in writing with pictures attached because we understand youare not happy and have mentioned seeking Legal adviceWe certainly don't want to getto that point and we are attempting to express both sides of story.*** you are good man and I enjoyed meeting with you and talkinglm happy to speakwith you again should you deem it necessaryI never like it when customers are unhappyor dissatisfiedAgain we hate that you feel frustration and unhappiness when you camedown to Myrtle to eJ\iOy yourself and reward yourselffor all of your hard work

*** *** We have completed all warrantable issue originally brought up when the homeowner originally filed this complaint, in fact to date we have completed many other request filed by the homeowner shortly after filing this complaint; will continue to work with the homeowner to handle all warrantable claims in a professional and timely manner This concludes our response to complaint *** Thanks, *** *** Vice President Customer Service/Quality Control DR Horton America's Builder No.CA

In reference to the above complaint, we have been working in this home repairing the shower the last days and will be wrapping up the repairs 1st of next week Thank you, *** *** Customer Service Manager- Carolinas Division *** *** ***
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** ***

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.My position remains with the carpet, replace what got damaged, you will not remove carpet from one room to put in another It's been two months since the flooding of my home and I haven't heard a word from you since the leak was fixedThe carpet is one thing, however there are far more issues here that must be dealt withSheet rock in the kitchen, kitchen cabinets, kitchen flooring, and the molding that got damaged in the kitchenYou continue to go back and forth talking about my carpet when that is the least of the repairs that need to be doneIf you need to inspect my carpet or any or part of my home all you have to do is contact me and make an appointmentI've contacted your office in FtWorth, the office in Conyers GA, and also your regional warranty manager, no one has called me backThis incident took place two months ago and my home is still in the same conditionYou are saying yourself that you're afraid the carpet is not going to match, well I feel the same way about it not matching in my formal living room I've had enough issues with Crown fixing things already and I'm not about to allow you to caused additional problemsBring in new carpet and replace what got damaged and repair the rest of the damage done to my home due to your negligence
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
It is Thursday June 16th, I did not receive a check yesterdayI did receive an email from *** *** *** on the 13th at 2:pm that the check would go in the 14th's mail and that she had it in her handsI don't know why it didn't go out the 13th nor why it wasn't received by the 15th as promisedIf check is received today then issue is resolved
Regards,
*** ***

We apologize for any inconvenience to our customer and we do understand her concernsThe roofing company repaired the roof leak yesterdayWe will have the electricians inspect the wiring in the garage and panel box for
damage and make all needed repairsWe will also have a remediation company inspect for mold and have them perform any needed remediationWe will have the roofing company make all needed repairs per the customer’s home inspection report and will be happy to reimburse the customer for the cost of her home inspection Sincerely, *** *** Customer Service Manager D.RHorton Homes, Inc

To Whom It May Concern; In reference to Revdex.com Complaint ID#*** warranty technician, *** *** has a scheduled appointment with homeowner Monday, November at AMThis meeting will address all concerns verified by the homeowner through the Field Construction
Supervisor Thank you, *** *** Customer Service Assistant/Warranty Coordinator D.RHORTON America’s BuilderRevdex.com* ***
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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 11/7/by *** *** and assigned complaint ID ***
Your customer has rejected the business' response. For your convenience, a copy of the customer's response is below To expedite this matter, please respond back to the Revdex.com within days of receiving this notice
In the Revdex.com's experience, the following tips often help foster trust in a business:
* Acknowledge customer concerns
* State the facts as you see them and avoid emotion
* Explain the actions you have taken to resolve concerns
Please understand that the customer's dispute 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 dispute of your response to protect privacy rights and to remove inappropriate language
If you have any questions, please contact us at *** between 9:a.mand p.mor by email a* ***
Regards,
*** ***
Dispute Resolution, Ad Review
*** *** ***
MESSAGE: I am writing to request that a previously submitted complaint, *** be re-opened It was previously closed due to a lack of response from me This was an error on my part, as I did not realize the complaint needed a response, and we were still waiting on DR Horton to resolve the issues listed in the complaint At this time, DR Horton has still not resolved the issues listed in the complaint They have sent workers, who have either done incomplete work, or have created new issues due to a lack of attention to detail We have been told by trades that DR Horton will not pay them to take the time to do the work in a quality way, and have been shown texts from *** *** DR Horton’s representative, telling trades not to do work unless it is an “easy fix.” Please let me know if this complaint can simply be re-opened, or if I need to file a new complaint Thank you. *** ***

We scheduled work at the homeowner’s home on the 19th and again yesterdayWe have called to verify that all remaining items were resolved but have not heard back from the customer yetAs of now, the homeowner’s requests have been addressed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***9, and have determined that this does not resolve my disputeI have documentation proving that these items were signed on which is days beforehand& a home inspection that was sent in on
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***

The HOA manager has attempted twice to reach the customer via the email address provided to request additional information in order for us to further assistUpon receiving the necessary information, we will be happy to look into this matter

We appreciate the customer reaching out and making us aware of their concerns. We have consulted with the division's customer service department and understand there were two reported and open warranty requests, one of which was completed last week. We have confirmed the remaining item to address is...

in progress, with a new sink vanity top ordered and scheduled to be installed next week. We look forward to completing the warranty request.

[redacted] and I have scheduled a warranty and service repair day for Monday 6/13.  [redacted] only has four hours on this today for the repairs to be completed. But I believe we will be able to make it happen.   Thank you, [redacted] DR Horton - America's Builder!

I have called Ms. [redacted] and let her know we are refunding her deposit.    We had already requested a refund from our corporate office; but had not communicated that to her. I let Ms. [redacted] know that the refund would take approx. 2 weeks for her to receive it. I gave her...

my contact information if she has any other concerns.   Admittedly there was confusion, as she purchased the home on 10-30-15, then changed her mind by Monday 11-2-15 and wanted to cancel, then decided to stay with the purchase, then changed her mind again and decided not to move forward, all within a one week period.   Please call me if you have any questions. Thank you!   [redacted] Sales Manager-North Florida

In order to hold a contractor accountable for an alleged defect, the contractor must be afforded a reasonable opportunity to inspect the alleged defect and if applicable provide a repair. The homeowner contacted the builder and the original plumbing contractor after the repairs had been completed by a third party paid plumber.