D.R. Horton America's Builder

Complaint: [redacted]
 
I am rejecting this response because:This whole situation was handled poorly.  The driveway was not replaced, instead it was deemed that the ground level was raised in...

the area beside the driveway and that needed to be lowered.  There landscaper came out without any notice and did a botched job on patching the sod back after fixing the ground level.  After many phone calls it still took over a week to get it fix correctly.  On the day of the fix the landscaper was a no show until I called the warranty manager and she called him finding out what was the deal (he forgot).  He finally fixed it later that day but at the expanse of my wife's entire morning.  This is just one example of the horrible craftsmanship and customer service I experienced.  To be truthful I'm still not 100% happy with the final outcome of some of the repairs.  I feel that [redacted] Homes), should offer me some type of compensation, either monetary or in the form of something else.  I also fee they should send a formal apology since they choose to associate with vendors and contractors that are poor at there quality and customer service.
Regards,
[redacted]

As you can see by the attached email from the customer, we are addressing her problem and we believe this matter to be closed from the Revdex.com standpoint. Please find attached Ms. [redacted] email to me yesterday: [redacted] I am writing to you about the problem with my property at [redacted]...

[redacted]. I put a warranty claim into DR Horton Warranty once I moved in and noticed the pulling of water standing in areas throughout my yard. I sent several emails and phone calls to [redacted] and [redacted] regarding my grading issues. After several attempts, day after day, I would get [redacted] via telephone with the promise someone would be out at a specific time/date with "no shows"...this went on for approximately 9 weeks. In addition[redacted] was trying to contact [redacted] throughout this same time period to no eval. Scott also stopped up at the [redacted] Sales Center looking for help. Finally, I decided to put a Revdex.com claim in and call Texas Corporate seeking some resolution- this is now 10 weeks into begging for resolution with nothing. I was relieved to hear last Wednesday that [redacted] was going to be the lead of this grading project and elated to find an engineer on my property trying to identify the issues for correction. Now, through this process of resolution, [redacted] has went above and beyond with constant communication and explination of timelines and appropriate resolutions which has made the process much easier and stress free-he even came out Saturday and stayed the entire day to oversee the project. All looks well thus far, and he as been giving us progressive updates with a final resolution for the end of this week. I'm very greatful that You put [redacted] as the lead and relieved me of the constant empty promises from your warranty department. All companies have issues, there is definitely some within your warranty department. The community at Vilano is looking very beautiful and coming together nicely. Thank you for allowing [redacted] to lead the project of getting my yard back in order; it has relived the daily stress I was encountering. Sincerely, [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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and would like a description of how the issue is going to be handled. Thank you so much for looking into this for us. 
Regards,
[redacted]
Revdex.com[redacted]
[redacted]
[redacted]
Dear [redacted]
This letter is in regards to your complaint submitted on 8/1/2016 against D.R. Horton America's Builder and assigned complaint [redacted]
The business response is either below or attached. You have 8 calendar days to submit your response back to the Revdex.com. If no response is received, we will assume that your complaint has been resolved.
The text of your dispute may 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 personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may redact your complaint 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 4:00 p.m. or by email at [redacted]
Regards,
[redacted]
[redacted]
[redacted]
*
MESSAGE FROM BUSINESS: We have agreed to make repairs to the grade at the rear of the above home, but have been delayed due to weather and other factors.  This property is on schedule for this week barring anything unforeseen.  The garage that was built by the neighbors next door was not installed by DR Horton…any issues need to be handled with the neighbor as it relates to the garage. Thank you, [redacted]
[redacted]
[redacted]  [redacted]

The division apologizes for mistakenly processing the customer's deposit check. The refund is currently being processed and the customer should receive it within the next two weeks.

We have replaced [redacted]’s tree in a more desirable location at [redacted]’s discretion.  Additionally, we installed some topsoil to allow for the old tree location to prosper, as well as other locations in his yard that his lawn was struggling.

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.  I sent the requested documentation within 10 minutes of their request on October 21st.I will consider the matter closed when payment is received.
Regards,
[redacted]

As the executive for the South Region supporting our remaining operations in the RGV, all of our warranty service requests & phone calls from our marketing & office lines for the Rio Grande Valley (Laredo to Brownsville) have been forwarded to me (they ring directly to  my cell phone...

& email address) and I answer them daily.  I was the one that previously spoke to Mr. [redacted] when he called & listened to his concerns.   While there are no records of his reporting concerns previously or of any “work in progress” for his home as he claimed, I explained that we would schedule an inspection as quickly as we had our new warranty tech  person hired.  Our division & sales offices in the RGV closed at the end of  June 2014.    We were still operating with myself in the market until 9/30/14 & with a local representative on the ground until March 5, 2015 who was available to inspect & schedule any warranty work to be completed for requests received.   As well, I explained our warranty process as outlined & detailed in his Homeowner Orientation & Warranty Manual & also  instructed him to file an online Warranty Service Request to get his concerns documented.  We have been interviewing & trying to hire a qualified company or person since March to make local inspections but have been unsuccessful thus far.  As quick as that person has completed the hire process and paperwork  (they are required to be skilled, licensed & insured & have a clear background check – and we are now working on candidate number 3 in 3 months), we will schedule an inspection of his concerns.   While we respect Mr. [redacted] is upset, he has still not filed his online Warranty Service Request as of today.  We cannot put him in the queue for any work to be assessed without this request being submitted online or in writing.   Mr. [redacted] confessed to me to have contacted employees directly in the past  and was upset that they no longer answer and left him hanging,  however, he has circumvented our warranty process & this is the very reason any work to be done on his home  would  have been lost or incomplete in the process.   We have no record of his concerns being reported  to date.    Further, with an issue like Mr. [redacted] has stated with his electrical panel, we would have been unable to receive the Certificate of Occupancy on his home from the county inspector, which is a  required inspection for a buyer to be able to close escrow or occupy a home.    Mr. [redacted] closed on his home in March of 2011 – over 4 years ago.     Our builder warranty is specific & detailed (as demonstrated in the sample warranty manuals attached)  – Year 1 for workmanship & materials on the home (which includes his electrical panel), through year 2 for the  mechanical and years 3 – 10 for anything structural.   D. R. Horton does however come back to inspect & correct any claim if it is determined we did not do the work correctly from the beginning and this can only be evaluated through an onsite inspection.    We are happy to schedule an inspection of his home once our new warranty person is hired, even though he is far outside his builder warranty.  We do still need for Mr. [redacted] to file an online Warranty Service request.   Please let me know if there are any additional questions or if I can help any further.   Respectfully,   [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.
The builder has not yet reach out to me concerning the delivery date of the fridge yet.  
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.
Please enter your reason(s) for rejecting the business response below.
The reason why I am rejecting the business response is as follows; as mentioned on my complain, I have submitted several warranty request along with photos of the same issue. The last submission was January 12, 2016, up to this day I have not been contacted by D.R. Horton in regards to a resolution to the issue.Ms. [redacted] responded back to an inquiry on November 30, 2015 saying the following : "The
landscaper, [redacted] just came by here and I talked to him about the
water standing.  He said he had gone by to look at it a while
back and that it drains as it should.  The warranty rule is that it
drains within 48 hours after rain has completed.  I understand how you
feel and am sorry, but I have done all that I can do on my part." After receiving that email, I called Ms. [redacted] at [redacted] to explained that I understand that some water should accumulate when it rains but not to a point where it gets flooded and you can not walk the walk-side or the driveway and if you do, you will be getting your shoes soaked. I also explained that none of my neighbors have that issue when it rains. I also mentioned that the water doesn't drain within the 48 hours after rain has completed, I then proceed to invite her and management to go over and walk the walk-side within the 48 hours after rain has completed to see if that was normal. She responded by saying that she was sorry and she understand my frustration but there was nothing she can do.I also asked her when the landscaper [redacted] was there because I never received a notification of him going to my place to look at the issue. She said that it was several weeks back during that month. I told her that it did not rain during that time and it was obvious that he was not going to find a problem during that time.  I then asked to talk to a manager or higher up and she responded by saying none were available but she was going to rely the message. I never received a phone call after that or any type of resolution response.I have attached photos of the water flood that occurs in front of my house along with the driveway. These photos have been submitted to D.R. Horton several times.D.R. Horton seems to disregard the issue.  I am surprised of the terrible way of treating a customer. I have expected much more from a prestigious and reputed company. I am asking for justice, and requesting the builder to insert drainage pipes in the driveway, sidewalk and areas of need in order to resolve the flooding issue.
Regards,
[redacted]

Ms, [redacted] signed a purchase agreement for a new home in Charlotte NC. The contract stipulated that she needed to obtain full loan approval for a mortgage loan within 45 days of contract. Ms. [redacted], remained under contract for approximately 9 months while she attempted to acquire a mortgage from...

three different lenders. She was given numerous extensions to her agreement on behalf of DR Horton in an effort to give her extra time and every opportunity to acquire a loan.  After nine months and several attempts, Ms. [redacted] was ultimately denied a loan from three different lenders all due to her own credit circumstances.  In short, Ms. [redacted] was simply unable to purchase the home because she didn’t have the means to pay for it, either through a mortgage loan or cash payment.

Drywall repairs were started Friday, December 9 and should be completed early this week.  The local Construction Manager is meeting with the homeowner to resolve any additional items.

We appreciate the customer reaching out regarding their concerns and have confirmed the warranty department is in communication with the customer and is actively working to resolve the remaining open warrantable repairs in their home. Previous requests have been addressed and responded to within the...

confines of the warranty guidelines.

Customer was on vacation last week and unable to meet.  I am meeting them this Thursday evening @ 6pm.

In response to Revdex.com Complaint [redacted]   Per Director of Customer Affairs   Since meeting with Mr. [redacted], the mildew has been inspected and determined to be dirt running through the system caused by caked filters not changed and the fan cycle mode being ran continuously.  This was allowing dirt to run through the vents.  The customer has been educated to change filters monthly, as well as a gesture of good faith Horton has cleaned the affected areas.   The correct amount of window blinds was charged to the customer and installed, one of the kitchen nook windows is charged as 2 windows because it is considered a double window in size.  This was explained to Mr. [redacted] during the inspection.   The wavy ceiling repair is scheduled for repair on January 4th 2016 at Mr. [redacted] request of availability.   As a good faith gesture Horton is also reimbursing Mr. [redacted] for an emergency plumbing bill.  This bill was caused by not calling the correct vendor noted in the Homeowner Manuel. This reimbursement has been submitted for payment.   The granite countertops in the kitchen have been inspected, and are the correct tops selected.  The granite tops are installed correctly and in a professional manner.   The installation of the T.V. and outlet location are correct and per plan.  They are also compatible with all local providers.   During the masonry work of the home, the front was already being bricked and Mr. [redacted] determined he did not want to put the stone on the front façade.  Unfortunately  this is not a decision that can been changed now post-closing.   The door and window adjustments have also been scheduled for repair.   Thank you,     [redacted] Customer Service Assistant/Warranty Coordinator D.R. HORTON America’s Builder [redacted]

We have been in communication with [redacted] and are currently in the process of reaching a resolution to address his concerns.

We are in communication with the homeowner and have requested photos regarding their concerns.

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]

Our offices have reviewed the complaint from Ms. [redacted].  During our investigation of her issue, we were supplied with copies of her most recent water bills.  Ms. [redacted] complaint is standing water at the sides of her home.  In reviewing her water bills, they showed she had used,...

17,000 gallons, 20,000 gallons and 10,000 gallons of water in the 3 most recent months.  This is a tremendous amount of irrigation to be using, with narrow side yards.  47,000 gallons of water in such a short amount of time will cause most yards to never dry out on the sides.  One should also consider the unknown variable of how much the neighbors on each side are also watering.  These are issues that D.R. Horton has no control over, and therefore cannot warrant.  The ground is so saturated from irrigation, combined with the amount of rain we receive in Florida, it will take many months of dry weather, if you shut the irrigation off, for the soil to dry out.  In Florida, it rains so often during our spring, summer and early fall months, most homes need to irrigation running at all, as the rain is enough to hydrate the grass and landscaping.  Our offices and been in contact with the HOA for this community, who has also been trying to assist in educating owners about how much they are watering.  HOA has even taken steps to have professionals come out and teach the owners about irrigation of their homes and when to water and when not to water. Please let me know if you have any further questions. [redacted]
[redacted]
[redacted]
[redacted]

The [redacted] Sales Manager and Construction Manager met with the homeowner on 3/27/17 to review the items in order to provide a repair plan.