D.R. Horton America's Builder

We have reviewed the owners’ complaints and we have discovered the following information: The owner submitted a complaint that their warranty items have not been addressed, we do show that this customer had a pre-existing issue with the items described in the complaint. We will contact the owner...

within the next 5-7 business days and schedule a full review with our regional warranty area manager to review this customers current unresolved issues and determine warranty coverage at that time.

Although we had the tile inspected by a 3rd party inspector and it was determined that the tile in question has been installed in a manner consistent with the standards set by The Tile Council of America and [redacted], D.R. Horton has elected to make the requested...

repairs to the 4 tiles in question as well as repairing 2 chipped tiles; the repairs are scheduled for August 28, 2015.   Respectfully, [redacted] Vice President Customer Service/Quality Control DR Horton America's Builder No.CA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.UPDATE:The HVAC people did come and review the property to determine that their was an issue with the pan for the main unit; a cracked pan.  They scheduled the HVAC company to come and do the repairs, of which they said were done.However, there are other repairs that are pending, including the ceiling and wall sheetrock removed, replaced, and repainted.In addition, because my homeowners insurance rates will likely go up due to filing a claim for this issue, I would like to have that off-set by at discussed and determined amount.  Even "if" my HO Insurance does NOT go up, any discounts (such as a claims-free) that may have been offered by the insurance company, will no longer be in effect.  This has a long time lasting financial impact now on my insurance rates, potentially for this house (and potentially, because I have 3 other properties with this insurance agency, COULD affect that as well).  "IF" DR Horton would have acted when I first contacted them, PRIOR to filing a complaint, and had an independent contractor review the issue (NOT CASA, who did not resolve the issue by claiming it was a pea trap issue), THEN the issue would have been easier resolved, and we could have moved forward.  
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.   We now know the President of the HOA wrote the check, as he called my husband and explained who he was and where the check came from.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Rear patio resolved after 5 months - thank you.  Awaiting garage panels to be replaced, now over 6 months.  Driveway concrete issue not resolved.  Flooded landscape issue was previously identified to builder and is also listed multiple times on Revdex.com complaint and also previously acknowledged by builder, not resolved.
Regards,
[redacted]

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 issue. The business mentioned that they are hoping to have the issue resolved by March 1, but I haven't heard anything back. I 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 25 February 2016 I send an email to Mrs. [redacted] letting her know that since I haven't heard anything back in regards to the issue. I 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 (15 February 2016) more problems. They 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.R. Horton on 25 February. I was told by the company that they had giving me a discount since they had worked with D.R. Horton on other jobs. They also said that D.R. Horton can contact them at any time if they have questions or concerns. I have attached a copy of the Proposal Estimate provided to D.R. Horton along with more photos of the issue.
Regards[redacted]

We have previously attempted to address the customer’s concerns; however, our most recent request to schedule an appointment went unanswered. We currently consider this complaint closed. Should the customer wish to schedule an appointment, please contact the division.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute, as there is no indication that it was sent by someone in an authoritative role. It also does not address the purpose of the complaint. My 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 future. It 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 examples. This response tells me that this culture of poor customer service has been fostered from the top down.
Regards,
[redacted]

Met with her last week and authorized warranty work to be done to fix her sheetrock. She wanted it fixed per what she saw on the internet, which from a construction stand point is definitely not the way to fix it. I explained the correct way in which we would fix and she and the company we are using...

to do the repairs were working on the schedule to get it completed. [redacted]Revdex.com[redacted]
** [redacted] 
[redacted]  **  [redacted]
Dear [redacted] :
As a service to your business, this letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 4/28/2015 2:04:46 PM by [redacted] and assigned complaint ID [redacted]
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 8 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 [redacted] between 9:00 a.m. and 4 p.m. or by email at [email protected].
Regards,Dispute Resolution, Ad Review
Phone: (817) 882-0571
MESSAThank you for your letter. I trust this response is timely to update you., having today off work to respond.D R Horton has contacted me, we have been communicating. Currently the sheet rock is being taken care ofThere are other issues to discuss, i.e. MB bathtub still separates from the wall when only 1/2 full, my concern is thelack of support for the tub filled with water. The back dining room window has a leaking seal in the lower rightcomer, needing a work order from the installer, not completed.GE:

According to the depictions submitted it shows grading will not solve the issue as rain also builds up on the area that's being suggested for grading (I will not have my yard uneven on one side to accommodate for poor professional workmanship).  This is not resolving the slope issue which causes standing water.  As of last week there is now a crack from end-to-end directly above the center of the culvert (see attachment). This is not a coincident here. I'm not concerned with this crack cosmetically as much as I am with there being an underlying issue. There are too many signs that point to the culvert being incorrectly installed as we continue to band-aid the issue, rather than resolving it correctly. Regarding the cosmetic issue with the driveway according to DR Horton and new home warranty policy, I have a year to identify and address all workmanship or cosmetic issues, as we know (and DR Horton mentioned during my walk-through) all issues won't present themselves immediately.  I've had two cartridges repaired in my master bedroom shower several months after use, I've had several electrical issues, a water leak on my exterior wall when washing clothes (due to a nail in pvc pipe), and a leak in my roof (cracked vent under shingles) that didn't appear until there was hard rain or continued usage (approx. 3-6 months after moving in).  All of the mentioned issues have been documented/repaired and I'm sure DR Horton can provide work orders for them.  As for the culvert issue (similar to the roof leak) there was no rain from the time of my final walk through and closing to identify this issue. As time went on and evaluating there's an issue I've contacted DR Horton well within my one year warranty.  After further research, there are at least two or more neighbors that had this driveway issue and DR Horton repaired their driveway. Not sure why I'm running into an issue with my driveway.

The customer’s granite has been inspected and is in the process of being replaced.  The tree in question was also inspected.  The tree is alive and new growth can be seen.  What has been viewed is a seasonal loss of leaves.  The customer has been contacted regarding both matters.  We consider the matter with the tree as being closed.  The replacement of the granite top will take place as soon as the new top is fabricated.  We believe this addresses all items with the customer.   Thank you.

Please accept this correspondence as D.R. Horton's reply to the Revdex.com with regard to the abovereferenced complaint.Mr. [redacted] my apologies for not contacting you sooner. I am still waiting for the City of Conroe to sign off on ourproposal to address your drainage. It must be approved by them before any work can be done. I know that ourCustomer Service Representative has been working with you to resolve the warrantable items that need to becorrected. [redacted] has inspected your foundation and the results should have been sent to youon 8/31/15 or shortly after. We received them on 8/31/15. Based on the readings and the gu idelines set forth bythe ASCE, your foundation is well within the accepted tolerances. It is actually one of the most level foundations 1have seen readings on. As far as your other outstanding items you mentioned, I need to come look at them so 1 candecide what needs to be done with any items that are warrantable. I will put these items in writ ing for you toreview. I look forward to meeting with you on our scheduled date and time that you and I agreed to during ourphone conversation earlier today so we can get all of your concerns addressed. Thank you- [redacted]

This correspondence is in response to the above noted complaint. D.R. Horton takes pride in our homes andin honoring our warranties with respect to the building standards, specifications, and guidelines.D.R. Horton agrees that the countertop claim is a warrantable issue, and was misdiagnosed by the...

vendorssent out to inspect the issue. As such, D.R. Horton agrees to make repairs to ensure that the kitchen countertop is level, per our one year limited warranty. It is my understanding that Mr. [redacted] has agreed to the termsof our offer (attached) and we are currently in process of scheduling a mutually convenient time for thework to commence.If you have any further questions, please don't hesitate to contact me

I have spoken to the fiancé Mr. [redacted] and told him that we are waiting on the landscapers to get out to the property to complete the repairs on the yard.  Due to all the rain we have had in the past weeks in Greenville the landscapers are very behind.  Once I have an update on...

the repairs I will inform the owner and I will also update his [redacted] account with all the info needed.

[redacted] In reference to the above home, our Director of Construction has been to the home and has agreed to replace the broken concrete panels as a courtesy.  This replacement will be done in the next few weeks in correspondence with the homeowner’s year end repairs.   Our Warranty Tech...

will be reaching out to the homeowner in the next 2 days to get this scheduled.   Thank you,   [redacted]

This letter serves as our
response for Mr. [redacted] filed 10/27/15. 
Immediately after receiving the complaint, our superintendent, Luis
Diaz, contacted Mr. [redacted] to see what we need to do to resolve Mr.
[redacted] warranty concerns.  We are
still in the process of making...

things right for the customer and expect that we
will have this issue resolved to hit satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
Due to the nature of DR Horton not following through with the proper repairs or replacements (Roof has been inadequately 'repaired' once already).  I am keeping this complaint open until roof is repaired to new construction standards or replaced entirely.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.I thank the company for the quick response however, as I stated before I am in the military and was away on duty when the letter came in. Upon my return I immediately contact the company via e-mail.I feel that my initial contact was submitted in a timely manner and should still be considered and complied with.  
Regards,
[redacted]

All of the home sites were graded by the grading plans and inspected by the county after the landscaping wascompleted.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
The information provided by Dr. Horton is not accurate. We have been being told for the last couple months that we needed to provide dates in which to have them come in to resolve outstanding issues. We provided have provided those dates, took time off work and the dates came and gone with little to no work being completed. #1 We still have tape on the walls left from closing.#2 They came out and burn the driveway pits our still visuable and cracking is occurring on the sides of the driveway. Warranty request re-submitted. #3 We have been hearing that the fan would be corrected for months.#4 When purchased the property sod was to be laid property line to property line and that did not happen we are missing a line of sod in the back and a line on the side. #5 The wires have been hanging there since initial walk through. #6 #7 #8 When drapes are moving on windy days and the windows are difficult to open and close it is unacceptable. #9 Been sitting in garage for 6 weeks or more along with other product that was sent incorrectly. We are not a storage facility. #10 Superintendent does know about the ticking and we were promised they would correct the issue since it's a known issue in this layout. There was never any mention of not being covered under warranty.#11 We still have tape on our staircase from where they cut a whole in wall without any paint. See attached picture. #12 Spoke with [redacted] from the manufacture of the April Air system and he said the system that was put into the home is not large enough for the square footage of the home. See attached pictures of the mold on the filters requiring changing every 2-3 weeks.#13 Been told no date for completion.#14 Was told that the flooring was not allocated in the location prior to installation which has caused the larger gaps in the floor. See attached pictures.#15 No one wants to take ownership of this issue. #16 Been in garage for 6 weeks or more without date for completing. We expected resolution that is reasonable for us as the customer for the outstanding flooring, April Air, Lights and Windows and a date for outstanding issues to resolved. 
Regards,
[redacted]