D.R. Horton America's Builder

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

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]

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].

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]

I apologize that we did not refund Ms[redacted] deposit yet.  We were waiting for a denial from the lender. They did not send it , and we overlooked it.   We have obtained the denial and will refund Ms[redacted] $100 deposit.   Please contact me if you need any further information....

  Thank you,         [redacted]

We met with this customer on last Thursday.  I met with an engineer there yesterday to see what he suggest regarding this.   We will be calling this customer today to let him know what the engineer suggested.   We are working with this customer to come up with a resolution....

  Thanks [redacted]

Complaint: [redacted]
I am rejecting this response because: That's an odd response considering you sent someone to fix it. It does appear to be fixed, however due to the cold weather I have been unable to test the system. I will be testing it within the next few days and will update the case after I have done so. 
Regards,
[redacted]

The site manager spoke with the homeowner today regarding their landscaping concerns and discussed a repair plan. Pending the homeowner's acceptance of the repair plan, [redacted] will move forward with the landscape work and looks forward to addressing the matter for the customer.

Ms. [redacted] the tree referenced below was removed today around 10:00am.  Verified by Area Superintendent and contractor.   Thank You,     [redacted] Customer Service Manager DR Horton, Birmingham [redacted]

This letter serves as our response for Mr[redacted] filed 11/11/15.We are still in the process of making things right for the customer and expect that wewill have this issue resolved to his satisfaction.

Complaint: [redacted]
I am rejecting this response because: Both releases I signed stated I would receive $1500. We paid $1500. I expect the outstanding $500 owed to me by your company. 
Regards,
[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. 
Regards,
[redacted]

All documented concerns were completed by Friday 11/06/15.  Homeowner is having a curtain cleaned due to some paint splatter and we are going to reimburse them for the cleaning costs.  Homeowner was satisfied with the work and there are no pending issues.   Thank You,    ...

[redacted] Customer Service Manager DR Horton, Birmingham

We are in communication with the customer and have a repair plan in place to address his concerns. An appointment is scheduled on 11/28 and 11/29, and we look forward to resolving all of the homeowner's concerns.

The D.R. Horton Warranty Department understands the frustrations of [redacted] and is proactively addressing his shower and tub issues with follow up calls and emails.  Furthermore, we greatly apologize for [redacted]’s misinterpretation of our concern for his issues as a forum for lying.  Never would any of our Warranty staff ask nor tell another to lie for any cause and/or reason.  [redacted] was essentially told that he did not need to tell the Praxis technician about the shower having been pulled out nor, really, any of the particulars, as it is best left up to our Warranty Technicians to convey the needs for specific repairs and installs. Finally, though [redacted] is understandably frustrated, D.R. Horton is no more responsible for his time away to address a plumbing problem as would be for any professional services rendered.  We will continue to work with [redacted] to resolve his tub/shower issues and do our best to accommodate his parameters of time available.

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.  Providing someone does meet with me by August 26th.
Regards,
[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.
Regards,
[redacted]

We are in communication with the homeowner and as a courtesy, will be replacing the dishwasher in their home.

The service manager has been in communication with the homeowner and an appointment is scheduled for May 12 at 8 am.

We have reached out to this customer via email and phone (left a message) in attempt to coordinate an inspection for these items.