D.R. Horton America's Builder

Mike [redacted], Construction Manager for Montgomery and Tuscaloosa, met with Mr. [redacted] on Friday 05/22/15 to discuss his concerns and issues.  Generally Mr. [redacted] has had a good experience with D.R. Horton with the exception that the contractors for the flooring company were unable to...

communicate well in English.  We will handle this situation for the remaining work orders by having a supervisor for the flooring company, who speaks English, be at the appointment.   From this meeting on 05/22/15, we are issuing work orders to address flooring, tile and grout issues including the stretching of the upstairs carpet.  We also will be issuing work orders to address a cabinet issue and heating/cooling issue.  These work orders address all of Mr. [redacted] current concerns.  The work orders will be a priority and will be scheduled to be completed by Friday 06/05/15.   Thank You,     [redacted] Customer Service Manager DR Horton, Birmingham [redacted]

This is our response to the Revdex.com Claim.    Our Construction Superintendent [redacted] and our licensed A/C vendor All American A/C (Moe the owner) responded to the warranty claim of the leak and inspected the home on Thursday September 10, 2015.  Upon inspecting the home,...

they learned the customer had hired an outside contractor to do home improvements on their home.  The customer refused to give us the information for that contractor.  The A/C return is located in the room that was enclosed by the outside contractor.  The outside contractor enclosed a room, moved all electrical but failed to take into consideration the A/C return.  By enclosing the room they cut off the air supply to the A/C return thus causing it to freeze and leak.  Because the customer enclosed a room without taking into consideration what needed to be done for the A/C return and that work directly caused the A/C unit to freeze, we denied the warranty claim.    THANKS   [redacted] [redacted] City Manager – Panama City

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]

In response to the claim filed to your office.   1.       Inadequate or substandard finished.       a.       This home closed in 2014 and we do not have...

any open work orders in our system. I understand that Ms. [redacted] was not happy that we would not paint on our 11 month warranty, however that is our policy with all homeowners. 2.       Dead Palm Tree a.       We do not warranty landscaping materials. In the HOA documents it clearly state that in this area of Tuscany the HOA is only responsible for replacement of damaged materials in the common areas and that the homeowners are responsible damaged materials in their own yards.

Per the construction manager, we have addressed the customer's concerns and there is no further action to take. This
letter is in response to your warranty notification received by DR Horton on
October 7, 2016.In response to your grading
concerns. We have been out to your home 3...

times to check the grading on your
property. Each time it was determined that the grading was done correctly. We
have been in contact with [redacted] from the [redacted]. His
suggestion was for you to re-direct your gutters and sump discharge.In response to the dead
trees on your property, the trees were inspected and although they do have some
dead branches, the overall health of the trees are good. It is suggested to
properly prune your trees to remove the dead branches.Thus, D.R. Horton is
respectfully declining your request.

The vice president of construction made a phone call to [redacted] the week of 12/18 and has committed to meeting with the owner after the holidays to see that the remainder of their warrantable repairs are completed correctly.

The only remaining part of this home is the decorative bracket on the garage door, that will be completed on 1/19/2016.   Everything else has been completed.   Thanks, [redacted] Construction Manager

As previously recommended, the homeowner is encouraged to reach out to [redacted], as it is our assessment that after further investigation, the driveway cracks are a result of work performed by [redacted].

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

I have spoken to Stancil Painting and told them to make the repair.  It is exterior caulking and well within their wheelhouse.

Complaint: [redacted]
I am rejecting this response because: DR Horton declined my proposal. I want to examine their response is leagally right.Please let me konw what I can do for the next step to examine/investigate inside the Revdex.com and/or outside Revdex.com. Thank you.
Regards,
[redacted]

[redacted]I want to let you know we didn't take your request lightly. We had multiple discussionsand ran several scenarios around your dissatista.ction. The entire management staff wasinvolved in order to have different perspectives on the situation and make a fairdetermination.We collectively agree...

that the yard is acceptable and in line with the neighborhood. Wemade an attempt to satisfy or fix the yard by adding dirt and re-grading. We clearlydeemed that necessary and think this shows good faith that we heard and acted on theconcerns. At this time we do not feel like further steps are necessary.We are sending this email in writing with pictures attached because we understand youare not happy and have mentioned seeking Legal advice. We certainly don't want to getto that point and we are attempting to express both sides of story.[redacted] you are good man and I enjoyed meeting with you and talking. lm happy to speakwith you again should you deem it necessary. I never like it when customers are unhappyor dissatisfied. Again we hate that you feel frustration and unhappiness when you camedown to Myrtle to eJ\iOy yourself and reward yourselffor all of your hard work.

Complaint: [redacted]
 
I am rejecting this response because:** [redacted] has yet to finish doing the repair in my home, they have completed only retouching the sheet rock and painting over the wet spots from the leak however I have had the flooring company come to my home now twice as of today August 18th and based on what my mother has told me they have not replaced any of the flooring. I have not received a call from no one from the warranty department giving me an update on to what is going to be done to my floor. The miscommunication is unacceptable and having to have people come to my home on something that should have been taking care of a lot sooner is unfortunate. 
Regards,
[redacted]

Due to a Revdex.com technical error, [redacted] just received the subject complaint. We apologize for the delayed response. The warranty manager and the landscaper visited the customer's home several weeks ago, where standing water was observed at a drain box in the yard. The irrigation contractor...

was sent to assess the issue and determined there to be a leak, which was corrected during his visit to the home. The landscaper visited the yard the following week after a rainfall event to confirm there was no standing water. Upon receipt of a follow up call from the customer, the landscaper visited the home Tuesday following a Monday afternoon rainfall event. As of the Tuesday visit, there was no standing water in the yard of this home. While the warranty covers 10 feet from the foundation, the landscaper and sales professional checked the entirety of the yard to confirm. We are in communication with [redacted]'s neighbors regarding their yard and will continue to monitor the situation as necessary.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]9, and have determined that this does not resolve my dispute. I have documentation proving that these items were signed on 316 which is 10 days beforehand. & a home inspection that was sent in on 315
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]

Revdex.com Response              I personally inspected the height of the fence and there was not a dirt build-up on the fence after the completion of the yard repairs. I have also had my field representative check the fence and the drainage and he also did not find a problem. I hired my drainage contractor to go back by and inspect to see if we had missed something that was causing a problem and he too felt that the yard is draining properly. At this time the ground is completely saturated due to the extreme recent trains. When the ground is that saturated it takes time for it to dry out. Please note that there was no water standing 2 hours after one of the last big rains.   Thank you,   [redacted]
[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]

We will continue working with our customer on a resolution. We understand their concerns and are willing to make repairs that can be agreed on by both parties. I understand their frustration due to the amount of time that has passed since the problem was reported and we will continue to work with...

them until we come to an agreement.  We have received the customers estimates for repairs and after reviewing with our tile experts we disagree with their findings. We suggest having  the tile manufacturer send an independent flooring inspector to the customers home at our expense and agree to  repair what is recommend per this inspector. If this is agreeable we will get schedules soon as possible. Sincerely, [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.

Mr [redacted]   Most of our homes are started before they are sold, therefore building them in the order they are sold is not possible.  All homes are built on a schedule starting with the foundation through Certificate of Occupancy.  Homes started first will be finished first unless there is a special item a customer wants in a home that has to be ordered and delays the build.    We understand that you may need a home finished prior to our ability to finish the home.   If this home is not going to satisfy your needs, we are willing to let you cancel your contract and obtain a full refund of your earnest funds.  Please let me know if you would like this option.   THANKS     [redacted] [redacted] [redacted]   D.R. Horton Inc., "America's Builder" [redacted]