D.R. Horton America's Builder

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]
Hello there are about 500 homes or more in my part of the subdivision and more than half are experiencing issues with sinkholes and problems with drainage issues. There even has been someone on the news with issues that has been addressed and I don't feel that you can make the correct assessment without even taking a look and showing some sort of responsibility for the problems we are having in this neighborhood. It's all over in all of your communities so it's definitely something that was not done correctly and not just a coincidence. Someone needs to help the customers out.

I had visited Mrs. [redacted] and inspected her home. I did not commit to any repairs, and also explained that I was sent to inspect the flooding. [redacted] 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 closet. She may have misunderstood when I said [redacted] stands behind their warranty. I was not present when [redacted] rep was inspecting the unit, so I cannot speak for what may have been said. [redacted] 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. [redacted] became very emotional, and stated that she did not want us to tell her that this was their fault. I 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. [redacted] Plumbing had installed the plumbing line correctly, however, the homeowner did not connect to the drain line. Both caps were covered at time of closing. The 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 flood. The washing machine was not provided through DR Horton.   Thank you,   [redacted]
Revdex.com[redacted]
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[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 6/27/2015 9:31:32 PM by [redacted] and assigned complaint ID [redacted]
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.com. Please note, you do need to have a Yahoo or Google account to post reviews. 
Thank you in advanced for your feedback. It 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...⇄ /> 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 800-621-8566 between 9:00 a.m. and 4:00 p.m. or by email at [email protected].
Regards,
Angela Ford 
Dispute Resolution, Ad Review
Phone: (817) 882-0571
MESSAGE:
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] There are many errors in D.R. Horton's account. And, 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.R. Horton 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 plank. Ms [redacted] 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 use. However, I am not sure what the change of flooring has to do with this issue. We did indeed install a washing machine not purchased by D.R. Horton, and we did not have D.R. Horton install the machine. However, 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 us. There were two drain ports - one was capped, one was left uncapped. According to NC Plumbing Code, any pipe not connecting to the drain system must be capped. The washing machine was installed to the uncapped port. We never removed any cap.  Unfortunately the plumber had capped the incorrect port. The one left open was not connected to the drain system but instead was an open port that drained into the wall behind the washing machine. When 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 [redacted] 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 floor. She 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 flooding. Two days later I received an email from Ms [redacted] stating that this was not their fault, we had misunderstood the plumber and that D.R. Horton would not cover the damage. I do not know why D.R. Horton will not allow the plumber to cover those costs - it would not cost the builder anything out of pocket. Sincerely,[redacted]

We have been in communication with the customer and understand his concerns. The Sales Manager left multiple messages for the customer to discuss, but unfortunately did not hear back until they had an opportunity to discuss in person with the customer yesterday. As communicated during the...

conversation, the home's features were installed according to the CO, as well as the standard feature addendum, which was signed at time of contract. Per our conversation with the customer yesterday, we want [redacted] to be pleased with his home and should he no longer wish to move forward with the purchase, an offer to refund his earnest money was made.

The division will be reimbursing the customer's deposit.

We have been actively working to address the customer's concerns and appreciate the homeowner's patience.

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. Builder states that they will address and fix the repairs.
Regards,
[redacted]

Our response to this customer was that the reason for their clogged drain line was due to excessive paper towels that were removed from the sewer line by the plumber. Our Area Construction Manager called them and explained that to them. This information was given to us directly from the...

plumber who removed the clog….It was not due to tree roots as stated by the customer. We consider this matter closed.   [redacted]   David L. Gude Vice President of Construction Operations Tampa/Sarasota Division D.R. HORTON America's Builder

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.
Regards,
[redacted]

DR. Horton has this drainage claim noted under Mr. [redacted] address.  We would be willing to return again following a rain event to inspect the property for the proposed issue he is concerned about.     [redacted] Area Manager - Warranty / Customer Service

Complaint: [redacted]
I am rejecting this response because: Please see attachments enclosed is the warranty booklet, denial from our homeowner's insurance company, and the report from the company the homeowner's insurance sent out to assess the property. Also per our conversation on the complaint I put the incorrect purchase date; our purchase date was 07/31/2017.[redacted]
[redacted]
Regards,
[redacted]

Please accept this correspondence as D R Horton, Inc. Atlanta East Division’s final response to the Revdex.com with regard to the above-referenced complaint.   [redacted] complaint/request was regarding the condition of the concrete surface and it’s integrity under conditions such as a power wash. On Sept 28, we had our pressure wash professional clean a section of the customer’s driveway as agreed upon at a prior meeting between our Construction Area Mgr and the customer.   The results of the pressure wash found no abnormal deterioration or loss of integrity to the driveway surface. Prior to the pressure wash, our concrete representative, our Construction Production Mgr, our Construction Area Mgr and our Warranty Area Mgr all reviewed the driveway and each reported no dusting, no abnormal cracks and no abnormal loss of surface material. Our Construction Area Mgr and our Warranty Area Mgr have reviewed the driveway after the Sept 28th pressure wash and both agreed there is no problem with the integrity of the driveway surface.   We stand by our decision that the concrete is in sound condition and the request for repair is denied. It is our company policy that concrete surfaces are excluded from warranty coverage after closing on the home as acknowledged by the initials and/or signature of the buyer on the closing paperwork. We can provide a copy of this paperwork if requested.   Sincerely,   [redacted] D.R. Horton, Inc, America’s Builder Warranty Specialist

In response to the claim filed to your offices, we offer the following solutions to the warranty items listed.   1.       Drywall and paint issues a.       We have work orders issued to...

patch master bath room ceiling and island in kitchen with paint to follow. 2.       Replace two bowed doors coat closet and front bedroom 3.       Reimburse $800 of electric bill. Due to HVAC issued addressed in March 2016.   Thank you, [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this...

response because: this is a structural issue with the way the homes are designed  all homes with this floor plan in our neighborhood and others have had the same issue. We are very disappointed that [redacted] will not assume responsibility for the damage and stand behind their work.
Regards,
[redacted]

After further inspection, we respond that the grass is growing to our expectations.  We use a mix of rye and bluegrass as explained in our Warranty manual, which the [redacted] received on 5/17/

The customer service representative visited the customer's home on 2/9 and resolved the issue.

Complaint: [redacted]
I...

am rejecting this response because:The attached warranty report indicates the issues that I've had with my home with regard to water leaks in various areas of my home (starting on page 10). It is not required that an individual get on top of the roof to see that my home does not have drip edge flashing (see attached photos of a PAID roofer). I've had 5 MAJOR water leaks in various areas of my home with no explanation or proper repair. Based on the IRC 2012 code - R905.2.8.5 Drip edge, my home was constructed while the code was enforced. The City of San Antonio Development Services Department indicated that this WAS indeed a requirement when my home was built. I was told that felt would be added to the roof which should've been done in the beginning. Until this issue is completely resolved, I will continue to be a disgruntled homeowner (you would be also if you experienced water damage 5 days after moving into a BRAND NEW HOME...and then to receive patchwork as a "quick fix..." unacceptable). 
Regards,
[redacted]

Please accept this correspondence as D.R. Horton, Inc.’s (“DRH”) response to the Revdex.com (“Revdex.com”) with regard to the above-referenced complaint. I apologize for the difficulties Mr. [redacted] feels he has encountered while attempting to resolve his concerns. I assure you that DRH strives to provide quality service.It is my understanding that Mr. [redacted] successfully closed on this property on or about June 30, 2014. Mr. [redacted] has contacted the division regarding the hardwood floors in his home previously through a customer service request. As a result the division is in communication with Mr. [redacted] in order to move towards resolution to his request.I appreciate the Revdex.com providing me with an opportunity to respond to Mr. [redacted] complaint and its attention to this matter.

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] Dear Ms. [redacted]This letter is in response to my complaint filed with the Revdex.com against DR Horton. I amrejecting the response because I still feel that DR Horton is responsible for the damages. There wereseveral details about the incidents that were not included in DR Horton’s response to my complaint. Ihave attached a copy of the original letter sent to DR Horton on August 6, 2015 outlining the specificdetails of the events.As indicated in the original letter sent to DR Horton, I was not given a list of preferred contractors by DRHorton with my warranty packet as I was supposed to. If I had been given this list, I would not havecontacted another plumber initially. [redacted] also confirmed that this list was not placed in theinterior of the kitchen cabinet. I was only sent this list after the incident on July 29th by DR Horton andhave the postmarked envelope to show when it was sent. In addition, I believe this is now consideredstructural damage since it affects an entire island in my kitchen, and therefore is still covered under thewarranty.

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. 
Regards,
[redacted]

Reference  [redacted]   Good morning [redacted]   Please accept this correspondence as D R Horton, Inc.’s response to the Revdex.com with regard to the above-referenced complaint.     Each customer is given the opportunity to inspect their new home and...

list any issues that require repair before they complete the closing transaction. Certain things such as concrete surfaces are excluded from warranty coverage after closing and taking possession of the home unless they are documented in the closing paperwork. We found the customer did not note any deficiencies regarding these issues – cabinets, concrete driveway or scratched plumbing fixtures – which they’ve listed here today. The customer also signed the closing paperwork in specific places acknowledging they understood and agreed to this policy. The customer also signed the closing paperwork indicating there were no verbal promises made by any of the builder’s employees. We assume these post-closing issues listed by the customer were not in need of repair at the time of their inspection and are therefore excluded from our warranty coverage.   The reported lumps in the carpet, nails coming out cabinets and the high spot in the floor are listed on the customer’s 10 month case which has not been worked on as yet. These issues will be addressed when the 10 month warranty case is worked.   Thank you,   [redacted]