D.R. Horton America's Builder

The home at [redacted] passed all municipal inspections and received a “Certificate of Occupancy” (CO). We are currently addressing the homeowners warranty service request (WSR) and will resolve the warrantable items as soon as possible for our customer.

Below is our response.   Mr [redacted]   The national average for building a home is 4 to 5 months and longer for smaller custom builders.  Your home was started 3/21/16.  4 to 5 months would have your home finished 7/21/16 to 8/21/16.  Your home is projected to be completed 8/26/16.  This is right at the national average.  The building of your home is progressing in line with every other home being built in America.  The Santa Rosa Beach community we are building your home in has a population of approximately $12,000 people.   Unlike big cities like Atlanta, Tampa and Jacksonville there is not a large trade base.  The fact that DR Horton can build a home to the national average is an outstanding job by the local building team with the limited trade base available in that area.   There are no abnormal delays in building your home.   thanks   [redacted]   D.R. Horton Inc., "America's Builder" [redacted]

I am rejecting this response because:Based upon our experience with DR Horton in our neighborhood, this is a standard boilerplate response that is similiar to others given in  the past by their local representatives.They will simply continue to drag this out until we grow disgusted and give up. They need to learn that the residents of Cobblestone will not give up and will continue to battle them until they start to deliver on their promises.Just the other day at the HOA meeting...they backed out on building the pool that they promised to build...just yet another example in the string of examples of poor stewardship that they have shown to our community.My research has uncovered that another community had to sue them when they backed out of building a pool that they had promised to build there. I assume we will need to do the same.
Regards,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:No one has contacted me directly regarding the sinking in my yard.  When Mr. [redacted] was out looking at the roof on 4/20, he said that [redacted] had stopped by and that "someone would be out to fix it Tuesday."  It is now Wednesday 4/26/17, [redacted] has not contacted me directly (even after I left him a message), and the sinking is getting worse.  Soil is eroding from underneath the driveway, and DR Horton does not warranty their concrete work.  However, due to the negligence of DR Horton, my driveway could crack.  I am working with [redacted] in regards to the roof.  The fence was fixed only after this complaint was submitted.
Regards,
[redacted]

Here is our response:   The leak was discovered after the warranty period. We sent out a roofer as a courtesy and fixed the roof, even though it was out of warranty. After we fixed the roof at our own cost, Mrs. [redacted] then demanded that we remediate the discolored area we believe to have been created due to the fact the leak was never reported until further damage was done to the attic… this makes it a “Non-Warrantable” issue. Even though that fact in itself is grounds for refusing the remediation, we agreed to make the remediation which we have scheduled. She now claims that the leak cause electrical problems which it did not. Along with that, the homeowner hired an outside electrician to come in and do work in this same area. Because of this, the homeowner has voided any kind of warranty for this area of the home, and we will not be responsible for this issue. Again, we have agreed to remediate the issues in her attic, even though we were not required to by the warranty. We once again ask that the complaint be retracted as we have acted appropriately.       [redacted] Vice President of Construction Operations Tampa/Sarasota Division D.R. HORTON America's Builder [redacted]
[redacted]

We have addressed ** [redacted]’s concerns to the best of our ability. He had a sub-floor issue which was resolved back in October of 2016. To compensate [redacted] we allowed him to select a upgraded carpet and had it installed for him. At that time he accepted the compensation and was...

satisfied with our work. The home is now out of the 1 year warranty period.

Complaint: [redacted]
I am rejecting this response because: the entire issue has not been resolved, and [redacted] has yet to give a time in which is convenient to walk the home together immediately (24-48hrs) following rain and/or reasonable running of sprinklers. Also, the neighbors to my left are experiencing extreme flooding of their yard following the installation of our drain. It's a constant complaint during rains. 
Regards,
[redacted]

Thank you for notifying us of the concerns with your home. We are in the process of scheduling an appointment with a representative to address these items.

[redacted] Home Closed January 8, 2010   RE: Revdex.com Complaint   I have reviewed the rebuttal from Mr. [redacted] regarding his home at [redacted] The Residential Warranty Co. (RWC) performed an inspection on June 29, 2016 the inspection report has not been filed. So, we are currently waiting on the results of the RWC Fact Finding Inspection.  As for statements made regarding service, each time Mr. [redacted] has contacted our warranty office we responded to his concerns and addressed the warrantable and some non-warrantable items in his home. If there are new warrantable items in Mr. [redacted]s home, we would recommend to our customers (Mr. [redacted]) to submit a warranty service request (WSR) to our office at [redacted] and we will arrange an inspection of his warrantable items.     If you have any further questions regarding this matter, please feel free to contact me   Respectfully     [redacted] WARRANTY MANAGER

I reject this workaround, this does not solve the issue with my driveway, as I was told this is a "less invasive" option. The dip in my driveway caused an issue with a visitor once before causing their car to mildly scrape underneath. The grading process isn't a solution for the dip caused by the culvert. The issue is the culvert, that's creating a dip, which causes the standing water; replacing the culvert (as we once discussed and agreed on) correctly solves this issue. Grading will cause my yard to slope on one side of the driveway (to compensate for the dip) and raised on the other side, this is unpleasing to the value of my home. My driveway is the only driveway in the subdivision that suffers from an incorrectly installed culvert, all other homes in my community (present and future) don't have this issue, not one single home! See pictures which shows the issue, neighbors driveways and the culvert that's on site (for over a month now) to replace the current one.

Complaint: [redacted]
I am rejecting this response because:The issue WAS a warranty issue. DR Horton just...

doesn't want to take responsibility. Just because you "sit" on an issue for months almost a year, doesn't mean it's no longer a valid issue. Anyways, for what they're willing to do we can go ahead a close this request, but for sure it's not because DR Horton fulfilled their responsibility.
Regards,
[redacted]

Ms. [redacted]   Our records indicate that this home originally closed on 11/16/12. The first year of warranty expired on 11/16/13 and the second year of warranty expired on 11/16/14.   The 3-10 year warranty on your home covers Major Structural Defects (MSD) only. The builder is the...

warrantor on your home for years 1-2. Residential Warranty Corporation (RWC) is the insurer of your home for MSD for years 3-10. Section I 15. Explains the conditions that must be met to constitute a MSD. If you feel you may have MSD you will need to file through RWC. Section IV in your RWC warranty booklet explains the procedure for filing MSD claim. Their number is [redacted]   If you do not have a copy of RWC warranty booklet or the validation sticker you will need to contact RWC at [redacted] and speak with the Enrollment Department to have those sent to you.   In order to be fair and equitable to all homeowners we must abide by the terms of the warranty agreement. Your warranty coverage is explained in Section II C in your RWC warranty booklet.   RWC will schedule an engineer to inspect for a determination of coverage and determine the performance of the foundation, in concordance with DR Horton.   Thank you,     [redacted] Customer Service Assistant/Warranty Coordinator

Re: [redacted]  (Southeast Florida)   Dear Ms[redacted]:   This letter is in reference to your correspondence, same of which is dated March 22, 2016, and whereby you requested a response to the aforementioned case number from D.R....

Horton, Inc.  After conducting a thorough investigation, D.R. Horton concluded the following in this matter.    D.R. Horton representatives met with Ms. [redacted] on March 25, 2106 regarding her concerns.  At that time, we agreed to replace certain areas of sod surrounding the home.  Additionally, all parties agreed to allow an independent inspector to evaluate the flooring on April 1, 2016.         Please let me assure you that DR Horton strives to provide satisfied customers.  Thank you for the opportunity to respond to Ms. [redacted]’s complaint, as D.R. Horton’s goal is to always respond to customer concerns.   Feel free to contact me directly with any questions.     Sincerely,     [redacted] Division Counsel

A contractual agreement was made between the buyer and us the seller/builder. The contractual agreement specifically excluded from the sellers warranty; “Landscaping, including trees, shrubs, grass and flowers are not covered by any warranty”. That being said us the seller (D.R. Horton) chose...

to go above and beyond the warranty and address the issue at the sellers expense to pay to have portions of the yard top soiled and seeded. The responsibility of nurturing and maintaining the soil and seed was the sole responsibility of the buyer. At this time we offer no warrantable action for the buyer / Homeowner after 3 years and 9 months of owning the home.   Thank you, [redacted] DR Horton - America's Builder!

The subject complaint was followed up on by the division and they advised that all remaining repairs were completed on 8/23/2017. Thanks,[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. An appointment has been made and I look forward to company resolving the matter.
Regards,
[redacted]

First, [redacted] takes great pride in the construction of our homes and in the customer service we provide to our homeowners.  [redacted] has worked diligently with [redacted] to address all of the warranty concerns in her home as set forth in her Revdex.com complaint.  With the exception of a...

damaged window blind, which is scheduled to be repaired on July 14th, all items listed in [redacted]’s complaint have been completed/repaired.  On July 3rd, [redacted] submitted a new customer service request to [redacted] asking for repairs to an additional 20 items.   Repairs to the vast majority of these items are scheduled to be made on July 14th.  Several of the service items involve manufactured products, and we have submitted these items to the manufacturers to be scheduled and addressed.  A few of the items submitted are fit-and-finish items such as scratches and water stains on the kitchen countertops that are not covered by [redacted]’s warranty and, therefore, will be denied.  As [redacted] noted in her complaint, she purchased a model home from [redacted].  The home was open to the public for many months before [redacted] bought the home, and hundreds, if not thousands, of prospective buyers walked through the home.  As such, the home was not “new,” and [redacted] sold the home to [redacted] in an “as-is” condition without express or implied warranties.  [redacted] acknowledged she was purchasing the home in an as-is condition when she executed the attached Model Home – Possession at Close of Escrow Addendum at the same time she signed the purchase agreement for her home.  Many of the service items submitted by [redacted] are not covered by any [redacted] warranty.  Nonetheless, [redacted] has accommodated most of [redacted]’s concerns as a courtesy to her. With regard to [redacted]’s request for compensation for “physical . . . and mental injury” and for “delaying [her] work,” under California law, the damages a homeowner may recover for construction issues are set forth in California Civil Code section 944, which is part of a statute known as “SB 800” or the “Right to Repair Act.”  [redacted] received a complete copy of the Right to Repair Act when she executed the purchase agreement for her home.  Pursuant to Civil Code section 944, a “homeowner is only entitled to damages for the reasonable value of repairing any violation of the standards set forth in this title, the reasonable cost of repairing any damages caused by the repair efforts, the reasonable cost of repairing and rectifying any damages resulting from the failure of the home to meet the standards, the reasonable cost of removing and replacing any improper repair by the builder, reasonable relocation and storage expenses, lost business income if the home was used as a principal place of a business licensed to be operated from the home, reasonable investigative costs for each established violation, and all other costs or fees recoverable by contract or statute.”  As noted above, [redacted] is making repairs to all legitimate defects in the home that are covered by the Limited Warranty for [redacted]’s home and even a few items that are not.  Therefore, [redacted] must respectfully decline [redacted]’s request for compensation for “physical . . . and mental injury” and for “delaying [her] work.”

I am rejecting this response because: Theis informaiton was already given almost verbattum. They were given a chance to come out inspect the work that had been completed and fix anything. They said that they would not come out. Again you chose this customer I already have their info and your not willing to help with my request.
Regards,

We are on schedule to assess Ms. [redacted] door on July 14th  which is the first day she states she has available.