D.R. Horton America's Builder

We appreciate the customer reaching out to us regarding their concerns. We apologize for the contractor's late arrival and understand from division management that they did arrive and performed the scheduled work yesterday. We look forward to resolving the issue for the customer as soon as...

possible.

Complaint: [redacted]
I am rejecting this response because: I am not accepting until the second warranty issue is complete.
Regards,
[redacted]

I have responded to the homeowner, left a voice mail, that we would be glad to review any current warranty items to get them caught up with their warranty request now rather than waiting any longer. I asked them to please send me a list of any items they would like for us to review now. ...

DR Horton-Regent LLC met with the buyer onsite to access the issue the buyer was having with their garage. This was a model home, so the garage was converted into heated living space to use as a design center. During the purchase of the home it was disclosed that the garage would stay as is and be...

part of the heated living space. After the superintendent met with the buyer it was agreed that the best solution would be to convert the heated living space back into a garage. DR Horton-Regent LLC will start the conversion as soon as possible.

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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

Good morning [redacted] I am here at the house now and the coffered ceilings have been corrected and the brick arch at the entry has been corrected as well.  Cleaners are coming today, carpet tomorrow and appliances Friday to get ready for his closing next week.  We will notify the buyer...

that he can do his 3rd party inspection on Friday afternoon once the appliances go in.       [redacted] Area  Construction Manager

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

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/

We will be in contact with homeowner to evaluate the situation and see what both parties can mutually agree upon.  We will let you know as soon as the update is available.     [redacted] Customer Service Coordinator-DR Horton

Complaint: [redacted]
I am rejecting this response because:DR Horton says they complete the work but in fact they did not. They are the worlds best liars and the employees areprogrammed what and whatnot to say. Their subcontractors are incompetent and have never got a job correct. DR HortonHomes are built with poor quality standards and sub-standard materials and the most incompetent and unqualified people.  Don't waste your money on one of their homes, a metal  shed would be better.
Regards,
[redacted]

Thank you for purchasing a D.R.
Horton home.  However, it has come to our
attention that you believe there was improper conduct on behalf of your real
estate agent and D.R. Horton regarding the pricing of your home because the
pricing on the home configuration sheet you were handed during...

your initial
visit   was different from that in the
multiple listing service (MLS).  Please
note that your allegations were taken very seriously. We immediately contacted
our sales people for further information. 
Based on information presented, we adamantly deny that there was
anything improper about your transaction.  As was explained to you prior to you signing your contract, the price listed in the MLS reflected the
incentives being credited towards the purchase price of the property.  The home configuration sheet you were handed
showed the unadjusted price.   It should
also be noted that the agreed upon purchase price for your home was thousands less than the price listed in the MLS.  
Our sales representative also explained to you that if you had
constructed a home with the same options on a different lot within the
community that you would have paid $20,000 more than the purchase price of the
home you selected.  Frankly, we thought this matter
was resolved to your satisfaction.  After
all, you signed a contract based on our explanation.  Additionally, the attorney you retained never
raised the pricing of your home as a concern during his review of your
contact.  Furthermore, neither you, your
real estate agent, nor your attorney objected to closing at the agreed upon
purchase price.  Perhaps this is just a
misunderstanding.  Should you wish to discuss this
matter further, please do not hesitate to contact me.

Ms. [redacted]   In response to the attached Revdex.com Complaint #[redacted] regarding homeowner [redacted], I contacted Mr. [redacted] yesterday (9/30/15).    Mr. [redacted] and I discussed the matter and that it is normal protocol that homeowner questions regarding the HOA should be directed to the...

Property Managers for their community.  I did apologize for any miscommunication regarding the matter.  The matter has been resolved.   Kind regards, [redacted]   [redacted] D.R. Horton, Inc. – "America's Builder" [redacted]

Below is the list of items that I went over with the homeowner when I met them at their house this morning.  This is for the purpose of you responding to the Revdex.com.  All items should be completed within 2 weeks from today, if not sooner. ·        ...

Finish toekick on cabinets in Jack and Jill bath—item left from septic back up ·         Paint touch ups in front bedroom (homeowner will supply paint)—item left over from s/r repairs due to septic back up ·         Loose ½ wall at top of stairs—new items discovered since moving in ·         Caulk around tubs and shower—new item discovered since moving in ·         Caulk behind door at left hallbath—new item discovered since moving in ·         Towel ring missing at left hallbath—new item discovered since moving in ·         Grade, add soil, and sod around septic—item left after digging due to septic back up ·         Remove 2X4 from ground at back steps—new item discovered since move in [redacted] will be scheduling all repairs and keep in contact with the buyer.  Thanks. [redacted] [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.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted] Hi, Sorry, I disagree that the popping noise is normal for a house that was built on 2006.  The [redacted] blames the material used, drywall, wood, plumber, electrician, HVAC contractors as well as the extreme climate for the popping problems.  In other words it is not their fault.  It disappoints me that they point the finger at everyone and everything but themselves.  Sorry but, I have been in older homes here in the valley that do not have a popping problem.  I have had people who have visited my home and they are surprised and startled by the popping noise.  My Realtor who has lived here 28 years and has brought serval homes in the valley has never had a popping noise problem. The popping is most prominent in the fall, winter and spring when the temps are moderate. It still pops in the summer months but not as often nor as loud.   I advised this to Kim C[redacted] prior to the [redacted] report.  Therefore, the extreme summer temps should NOT be a factor.   It is time for the DR Horton and the [redacted] to be good and respectable corporate citizens  and admit they made a mistake and fix it.  Popping noise that wakes you up at night IS NOT NORMAL!  Also, no from the [redacted] has ever been out to my house to actually investigate the problem.  Since the [redacted] designed the house it is their best interest to deny and point a finger to others.  I can only suspect that there are other Felten designs that have this problem therefore the cost to repair would be more that they care to be responsible for, therefore, it is in their best interest to say popping  is "NORMAL".  It is only "normal" for the [redacted].

We have been in communication with the customer and visited their home to assess their concern with their yard. Upon further investigation, an offer to address the matter was made; however, we have not heard back from the customer regarding our offer. Should they wish to move forward, we'd be happy...

to do so.

It is our opinion that we have resolved the complaint having received confirmation from the homeowner to the warranty manager to thank us for resolving the issues. Thanks.

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.
I understand Mr. [redacted] email and it is true that I told him I may have to pursue legal action if they won't make good on their contractual and legal obligations to complete their work and/or repair their poor work as required by my limited warranty and law.  For reasons that are beyond me, Mr. [redacted] would rather see this go to court than just be reasonable.  To date, Mr. [redacted] has not once contacted me directly to discuss the open issues other than an email saying that my requests are either not covered or that the requested repairs are unnecessary.  He has never come to inspect my home to see if the repair requests are warranted.  In fact, with respect to the windows, Mr. [redacted] colleague [redacted] did the walk through of my home and I showed him how there are windows that do not properly close and lock.  [redacted] took note of that fact and even mentioned that sometimes it can be adjusted with the window, but other times they may need to replace the window and/or footing below the window.  He then put in a warranty request.  However, the people who came to do the repair were painters and once my wife showed them the problem said that it is not something they could fix (obviously, since they were painters, not window installers).  After that, Mr. [redacted] started emailing me claiming that all windows "operate as designed and intended."  I continue to remain unconvinced that the windows were designed and intended to close crooked and not be to lock.  If Mr. [redacted] put forth even the minimal amount of effort to understand the issue, it would be blatantly obvious to him that the windows are not closing and locking a "as designed and intended."  In addition, he has yet to provide an explanation for why his inspector, [redacted], opened a repair ticket for the windows if they are operating as designed and intended.  I'm no rocket scientist, but that makes absolutely no sense whatsoever.In addition, Mr. [redacted] claims to have spoken with a landscaper who was sent to repair the improper grading of my front and back yard (again, after [redacted] inspected the yard and saw how bad the many high spots and holes (which continue to be an injury risk - a neighbor sprained an ankle in our backyard a couple weeks ago tripping on one of the many, many holes left in the yard), for which he opened a repair request).  That landscaper was sent with basically a wheelbarrow full of dirt and a few pieces of sod to repair an improperly graded yard that is 1/3 of an acre.  Needless to say, it was woefully in adequate and the landscaper told my wife (I was not home at the time because no appointment was scheduled, as I had requested) that what he did was "a patch job" and that he would require a couple truckloads of soil to properly grade the yard, but that we would need additional approval from DR Horton.  Interestingly, the landscaper indicated to my wife that DR Horton would likely refuse and that we should keep on them to get them to make good on the repair request and finish the yard was was promised and represented to me at the time we closed in February.  Mr. [redacted] claims the landscaper told him the yard is perfectly fine and no additional repairs are needed.  The only possible conclusion is that  either the landscaper lied to Mr. [redacted] OR Mr. [redacted] is lying to me about his conversation with the landscaper.  In either case, what remains true is that the yard is not and has never been properly graded, it was represented to me multiple times that it would be completed once the freezing winter weather was gone earlier this year,  that was never done and it needs to be.Finally, the cement of my driveway is bad.  it just is.  I note that Mr. [redacted] has actually never disputed that the concrete of my driveway is bad, but has only claimed that "cosmetic blemishes" and "cracks" are not covered by warranty.  Once again, Mr. [redacted] has never bothered to look at my driveway to assess it.  The fact remains that my drive has holes in it and the concrete is literally flaking away.  This is a common occurrence with driveways in my neighborhood and DR Horton has already replaced 4 driveways that I'm aware over this very issue.  The cement is bad and the claim that it is not covered by any warranty is an inaccurate representation of Texas law.  The claim that the issues are only cosmetic is equally as inaccurate.  I note that I have spoke with 3 of my neighbors who have had their driveways replaced because of the bad cement, and each of them have explained to me that Mr. [redacted] was equally as uncooperative in resolving their concerns about their defective driveways but that eventually DR Horton agreed to replace their driveways once the homeowners were able to discuss the issue and have their driveways inspected by Mr. [redacted]'s superiors.  At least one of those neighbors also has his yards properly graded once Mr. [redacted]'s superiors got involved.I continue to demand that a representative of DR Horton contact me to discuss the repairs that DR Horton is required to make pursuant to the terms of the limited warranty provided by DR Horton and the warranties provided by Texas law.  Such representative should be superior to Mr. [redacted] who continues to be uncooperative and apparently unwilling to even make the most basic of inquiries into the repair requests.  Any response less than resolving the 3 outstanding repair requests will continue to be inadequate and a violation of the terms of my contracts with DR Horton and provisions of Texas law.
Regards,
[redacted]

[redacted] Riposa Community Home Closed: October 25, 2011 [redacted]   RE: Revdex.com Complaint   Good morning ,   Our last inspection with the homeowner we referred them to the Residential Warranty (RWC) due to the homeowners claim of...

an alleged foundation issue. Our inspection indicated typical settlement found in most new homes. The other items listed in this complaint were not a part of our previous inspection. The items listed would be year one warranty items, carpet etc. We would recommend that the homeowner contact the RWC by mail at [redacted] to arrange an inspection of the home.      Respectfully,   [redacted] WARRANTY MANAGER SAN ANTONIO / SOUTH TEXAS DIVISION

I have talked with this customer.  He is good and all is taken care of.