D.R. Horton America's Builder

Reference  [redacted]     Please accept this correspondence as D R Horton, Inc.’s final response to the Revdex.com with regard to the above-referenced complaint.     The builder in the community is having the work done today.  He has an appointment with...

[redacted] this evening at 6:00 to review the work.   Sincerely,   [redacted] D.R. Horton, Inc. America's Builder Corporate Customer Service Assistant [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]

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]

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.

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.

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.

[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

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]

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.

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]

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

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]

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]

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]

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]

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!

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

We have investigated the home at [redacted] with the Residential Warranty Co. (RWC).  The repairs made (January 2016) to the home by DR Horton contractors and supervised by DR Horton staff were at the direction of the RWC’s structural engineer. The home had a...

concrete shrinkage crack through the finished flooring, which was epoxy injected and finished flooring material (tile) repaired. The concrete crack was measured 1/8” of 1” inch at its widest point (NOT 3” inches in width as described in this complaint).  The crack was measured with a crack gauge by the structural engineer during his inspection and the repair plan/protocol provided by the same inspecting engineer. After receipt of this original complaint. I contacted the RWC ,where I requested the RWC to please contact the homeowner and arrange for a re-inspection of the home and to provide the homeowner with their findings. The RWC has made contact the homeowner and scheduled the re-inspection for June 29, 2016 at 1:00PM.   If you have any questions, please feel free to contact me.   Respectfully,       [redacted] WARRANTY MANAGER

The QC from Atlanta Flooring is going out to determine what the correct repair to the shower is.  A rep fro. Horton will be on site with them. A rep from Horton went out yesterday to access the yard to determine if there was standing water after the rainfall here stopped.  If he has a drainage problem we will get the landscapers out to correct. Thanks [redacted]

Again,  we have been arguing this issue of paint since before we closed on the home in 2014.   [redacted] did come out and saw multiple areas of substandard paint,  and tagged many of them,  he even stated that he was shocked to see the condition of our home and how it did not live up to the Horton standards.   He said keep a list on our fridge of areas that needed to be revisited at the 11 month warranty,  and then when that time came he told us "we don't deal with paint issues after the 30 days.....I have sent multiple requests for Mr. [redacted] to see this home.   I am sure that he has not seen one of our requests for service,  as the staff at this warranty office is keeping these requests hidden from the main DR Horton offices.   I still want someone above [redacted] to come look at this home for a second opinion.   I believe this issue has never been presented to anyone higher up.  As for the tree,  I'm disgusted with this answer.   A message came from the HOA last week,  reversing their previous statements.   The new email states, (as we were told by our salespeople)  that trees and shrubs in this neighborhood have been identified for replacement,   this includes only those trees and shrubs placed by the developer before closing,  and that there is a budget that has been agreed upon to do the work in November.   The HOA is responsible as I have stated in the past,  and the HOA is currently run by Horton representatives.   [redacted] is well aware of this development,   but has made his comment appear as if he is going to replace this tree in good conscience,  rather than admit that his previous statement was incorrect.   Either way,   the tree will be replaced.  I find this timing interesting as well,   it has been 1 week since I reported this situation to the [redacted],  who has found merit in it and has begun to investigate this issue.  Within 1 day of that notification,  we had someone here to fix the irrigation we have been reporting since October,   and high up Horton representatives viewed my tree on Monday,   while on the way to deal with another issue in the house next door.  I would like a date when my tree will be replaced.