D.R. Horton America's Builder

I received documentation on a filed complaint regarding home address listed at 8200 Spotted Doe Drive. This homeowner has spoken to both the Superintendent, [redacted], involved in the building of his home and the Construction Supervisor, [redacted] The homeowner was instructed to place a...

phone call discussing all issues/damages with myself this morning and a work order has been placed for resolutions starting this week 7/27- 7/31.

Good afternoon. We are going to refund the buyer the $2,000 he is asking for so this should get taken care of. Thanks,   [redacted]

Customer was contacted and are waiting and At this time we are in the process of resolving the situation.   [redacted]         David L. Gude Vice President of Construction Tampa/Sarasota Division D.R. Horton Inc., "America's Builder"

The warranty manager has been in communication with the homeowner and while the home, which was closed in 2014, is no longer covered under warranty, we are reaching out to the window vendor on the homeowner's behalf to help facilitate a resolution.

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 appreciate your help and regret it came to asking for it. Our drainage problem is solved and we are so thankful! The landscaper and his crew were so professional and did a great job.  Thank you and DR Horton for completing the work we were promised when we purchased our home from them.

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]

Repairs have been made on the swale in this neighborhood and waiting for stabilization of soils.  Verifying repairs are working as projected and then completing all needed repairs to each individual lots.   Thank you,   Pam Williamson Customer Service Manager- Carolinas...

Division

Our response remains the same. We are more than happy to address warrantable items, however, we need to have these issues submitted through our homeowners tab on www.drhorton.com.

Good afternoon.  It looks like we are a day late in response to this complaint.  I apologize for the delay.  The response is as follows:       The customer was expecting closing documents for review on Friday, September 18.  We failed to get the documents to...

the customer until Monday, September 21.  The customer closed on Wednesday, September 23.       Thank you.     [redacted]    
[redacted]

We are installing ex flow pipe on the left side of this home for this customer. It is scheduled to be installed by Tuesday. The customer is aware and happy. Thanks [redacted]

The refund request was submitted yesterday, 4/2, and the check will be mailed to the customer following processing.

In regards to complaint ID [redacted] communication with the homeowner has been made and repairs have been scheduled.   Thank you,     [redacted] Customer Service Assistant/Warranty Coordinator D.R. HORTON America’s Builder

Mr. [redacted] is on schedule to have his items taken care of on the 16th of September.   Thanks [redacted]

The faucet in question is no longer covered by the customer's one-year warranty; however, the faucet manufacturer or the homeowner's insurance company may be able to assist the homeowner in resolving the leak.

We have checked the floor and it was installed properly. According to our warranty guidelines, a squeak-proof floor cannot be guaranteed. Lumber shrinkage as well as temperature and humidity changes may cause squeaks.

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.
I would like
you to address the issue of why did it take so long to receive receipt of work
completion from the staff when they dug under my home, there seem to be no
since of urgency even though [redacted] were probably paid for services
by your company for work rendered.
Also, since
my warranty is no longer valid by D.R Horton standards, why was work allowed to
fix the grout in the home that does not match the original grout from the first
time the tile was replaced and is very noticeable on half the floor and the
bathroom? Your employee should not have offered this work to be completed if he
was acquainted with the warranty policy. So, now I have to call the other folks
for warranty issues when your employee had the work done and the work was
substandard.
So, the staff
that completed work on my tile floor was it part of the other warranty policy
or not? Because your employee set up the work to be done. And, I don’t think it
was HUD, because I did not call them.
Also, is it
your policy to complete work and no receipt for completion of work is not given
to the home owner until it’s ask for the receipt by the home owner?
Also, your
statement of "during the inspection process instructions were provided to the
homeowner regarding contacting and requesting a Fact Finding Inspection by the
RWC" is not true, your employee [redacted] met with us twice and did not mention
nothing of the fact, [redacted] inspected the home, not Adolf. It was not until we
finally had the opportunity to speak with Adolf after asking who was Ken’s boss
that we received that information along with the late receipt for the work
completed under the home and information about HUD via e-mail.
Let’s be truthful
and compassionate, your staff made an error, if they would have addressed this
issue before we would not be speaking to you at all, we would simple follow the
guidelines given and not after the fact to reach where we are at this time.
I am asking
you to fix my floor to what it was before your employee authorized the work to
be done and we will seek some kind of assistance from HUD, but after
conversations, this seems to be challenging as well, thanks.
[redacted]

Dear [redacted]   In response regarding complaint ID 10723104,  Mr. [redacted] met with our superintendent for the final walk on his new home purchase before closing on the same day just hours before closing.  During this time Mr. and Mrs. [redacted] told the superintendent that he...

wanted the HVAC unit switched out to a 5 ton unit because of a home inspection report that he had requested on his new home suggested that the 4 ton HVAC be replaced with a 5 ton unit on this particular home.  The superintendent explained to Mr. [redacted] that the HVAC unit could not be replaced because we had an engineered report stating that the HVAC unit installed was sufficient for the home.  We provided the report to Mr. [redacted] realtor after the discussion at the final walk.  The realtor at that point after the discussion stated that since we  were not going to replace the unit then they demanded a $20,000 price reduction or they were not going to close.  I asked the sales agent to tell the realtor that we would not be able to reduce the price of the home $20,000. We would have completed the other issues stated in the home inspection report before close but was never given the chance.  Mr. [redacted] and his wife left  with the realtor to discuss options.  The realtor representing the [redacted] called the sales agent and told her that they would not be moving forward with the purchase because we were not going to do anything for them.  They asked for the earnest deposit of $1000 to be returned to them .The sales agents explained our policy to the realtor.    Mr. [redacted] called me directly and asked me why he would not be able to receive the deposit back and I explained to him that we by contract give the earnest check back when there is a financing issue.  I explained to him that it is policy to give the earnest check back when the buyers are unable to obtain financing.  He asked me why again,  and I explained to him per contract, we only return deposit money on a financing contingency.                   SINCERELY,   [redacted] Area Sales Manager, MS DR Horton Homes

Complaint: [redacted]
I am rejecting this response because:...

I appreciate that finally someone is seriously working to resolve open issues. However, the job is not done until it is completely done.  A lot of coordination and people have to come to fix the problems, we are dedicating quite a bit of our own time to facilitate the process where in fact these should have not existed in the first place. Here we are in our 3rd month and we cannot consider ourselves settled yet. Once everything is resolved then I can accept to close this complaint.
Regards,
[redacted]

We appreciate the homeowner reaching out to us; however, landscaping is not covered per the warranty agreement signed at closing.

I called Mr. E[redacted] Friday afternoon March 4 and spoke with him about his deposit check.  I  explained that we don’t have the check in the MS office  and that the check was sent  to our corporate office  in Daphne, AL and that the release had to be processed and then the...

check had to be issued and  mailed out to him.  He said he was told it would take three days to get his check back.  I explained that DR Horton was a corporation and that it would take longer than the three days.   I called to check on the status of the check at our corporate office and they informed me that the check was in processing and would be sent out this week.  I told Mr. [redacted] that he would be receiving the check sometime toward the latter of the week.  He was very polite and said ok.  I gave him my phone number and asked him to call me when he received the check so that I will know that he received it.  If not, then I would call the corporate office. He said he said ok and then we ended the conversation. SINCERELY, [redacted] Area Sales Manager, MS DR Horton Homes