D.R. Horton America's Builder

Better Business...

Bureau:
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 reject this because it is only a meeting. They have made promises to fix everything before and did not follow through. I have added images and video's. I have more but it would not allow me to download more. Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:3rd different warranty rep came out, looked at house and said he would come back next week.  Again did not commit to any sort of resolution.Issue (6F temp difference in Master bedroom) is still not resolved. 
Regards,
[redacted]

Emailreceived from company, Ms. [redacted],   In response to the above identified complaint, please find attached 2013 correspondence in reference to this particular home and issue.   As it is today we stand behind the statements made in the attached letter, but would ask that the Revdex.com allow...

us another 30 days to research further, at the time of the attached letter the issue was being managed by others and current management would like to look at all available possibilities.

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]

Please accept this correspondence as D.R. Horton’s reply to the Revdex.com with regard to the above referenced complaint.The mold at the [redacted]’ residence has been remediated, and independent laboratory testing has confirmed the success of the remediation process.  The...

[redacted] moved back into their home on November 23, 2016 and with the exception of a few minor cosmetic issues, all repairs have been completed. We anticipate having the remaining items completed by the end of the week. During the remediation, DR Horton paid for hotel accommodations for the [redacted] and is now processing reimbursements for alternative living expenses; we also have agreed to reimburse the [redacted]’ purchase of new mattresses and bedding.Because there are too many variables beyond the control of DR Horton, or any homebuilder, that may cause mold, no warranties are provided against mold, specifically. Typically, warranties exist covering the items within a builder’s control that may contribute to mold growth. Some examples of mold- causing variables beyond our control would be lack of maintenance, failure to timely repair leaks, weather events such as floods, or the homeowner’s operation of the house beyond its design parameters.  DR Horton has taken all reasonable steps to minimize the chance of mold recurrence in  the [redacted]’ home, including replacement of both attic AC and furnace units, and the addition of 2 whole house dehumidification units. The latter were specifically installed in an attempt to accommodate the [redacted]’ stated intent to continue operating the air conditioning units at 64 degrees.While we cannot warranty against mold, we have offered the [redacted] a two-year extension on thewarranties applicable to the HVAC equipment recently installed in their home.Should you have any further questions, please feel free to contact me at [redacted] or[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.
DR Horton representative contacted me an suggested that I get in touch with the manufacturer myself which I did. The manufacturer states that it will be DR Horton or there local installers responsibility to fix it and that there are local resources available if they cannot. I have dealt with DR hortons local installer [redacted] mechanical on a number of occasion and they cannot/will not fix it.  I have also asked them in the past to get in touch with [redacted] and get me someone who works directly with for the company. This was also ignored. I don't just open these complaints first, I have tried on a number of occasions in a number of ways to get this fixed. Their response is something that they suggested in 2014 as you will see by my emails so at this point I would hate to go back to "step 1".  We also cannot take any more time off from work to have someone come out and tell me why it's not there issue and not get someone here from [redacted]. DR Horton chooses both the manufacturers and installers they work with. I have tried to go through both them and their installer. It is still their responsibility to coordinate this repair/replacement and 1 year and 2 moths later they have still not been able to do this.  Here is an email string from Jan 2015 between my self and DR Horton Rep. Please keep in mind I closed on the home in Sept of 2014 and you will notice the first line of the Jan 9th email "we have had [redacted] mechanical out her twice...". I have been working on getting this fixed since September of 2014. Heat pumpImportant mainly because you often read messages with this label.Click to teach Gmail this conversation is not important.
[redacted]
[redacted]
     Hi [redacted] We have had [redacted] out here twice and they are still unable/unwilling to fix this heat pump. The unit is running at 84 decibels and according to the manufactures specs even the cheap builder grade model that DR horton has used should be at 77 decibels. The cheapest consumer product runs at 73 decibels. The last time they were here they said that they would be getting in touch with [redacted] directly as they claim they don't test decibel levels. That's ridiculous and how they be an "authorized" dealer but can't test the equipment. I need someone out here that can fix or replace this unit. It is not working within manufacturers specs and I can't waste more time following up with Carl mechanical.  Also they claim the ridiculous noises it makes when starting up are "normal" however, ours is the only unit in my area that makes those noises. My issue is that if you are going to use the absolute cheapest unit and then place it right next to a bedroom it needs to at least do what the manufacturer claims it will do or it needs to be replaced with something that will. Here is the link to the manufacturers specs. The 042 3.5 ton unit we have is not working within those specs.
[redacted]
[redacted]
    Hey [redacted] I will reach out to the hvac company to see what is going on and why they can't get this unit in the proper decibels.  I will let you know what I hear. [redacted] SUPERINTENDENT D-R HORTON, INC AMERICA'S BUILDER  
[redacted]      
[redacted]
     When will this be addressed? We need someone from [redacted] directly since the company you use can't properly diagnose the equipment. [redacted]      
[redacted]
     [redacted] I have sent this over to our service department and [redacted] Mechanical.  If I had a contact for [redacted] I would send it to you, but I don't.  The installer is the one who deals directly with [redacted]  What I can do for you is get the installer back out there. [redacted]> Jan 15[redacted] They need to actually fix it this time. We can't keep wasting time working with them. They can't / won't test sound decibels which doesn't make sense. It is not operating within manufacturers specs. I promise you I will not drop this until it is so they will need to replace or fix the unit or get someone out there who can. They need to get someone from [redacted] then. There is no point in wasting more time to have them tell us the same thing. [redacted]> Jan 15to me, Lila Ok.  I will let them know. 
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.
Regards,
[redacted]
Inside punch list of sloppy work from construction has been completed as well as yard work for holes. Still awaiting to make sure side yard doesn't pond up as well as smell from closet doesn't return after repaint. [redacted] has been involved in our community making sure all homeowners issues are being resolved from communication problems early on. I am now submitting items to the warranty department for fixes. Hoping that those items get fixed in a timely fashion and not what we experienced before.

According to the Superintend half of their items has been addressed.  He met with homeowners last week to review the issues and is currently in the process  of scheduling the remaining repairs which will complete all their outstanding issues.   Thank you,   [redacted]...

[redacted]

Our [redacted], has met with [redacted] at her home. He has scheduled the items to be addressed with our [redacted], and should have them completed within two weeks.

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.   Thank very much for all of your assistance.  
Regards,
[redacted]

This email is in response to Revdex.com Complaint ID #[redacted] : Our field technician met with this owner directly on 11/4/16.  After reviewing this owners situation, our Field Service Technician was able to point out to the owner that there were areas around the home that have been lacking any home...

owner maintenance since the home was completed.  These areas, when left without any regular maintenance as outlined in both our homeowner orientation manuals and the warranty booklet, both given to each buyer, can allow rain water during a hurricane, to enter the home.  These types of “Acts of Nature” are not warrantable, especially when the areas have not been maintained by the owner. Our Field Service Technician left the residence with the understanding the owner now knows of their responsibility to perform such maintenance on their home which is now about to enter the 3rd year since being built. Please let me know if you have any further questions. [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 with conditions, looking forward onto my other complaints; - Particularly about the Inconvenience and Displacement of our Life Style and the PARKING PAD you placed by our Master Bed Room Window  the [redacted] have been WAITING on, and now  WE ARE about to be Inconvenienced and Displaced  againRegards,
[redacted]

We are in communication with the customer and are working on scheduling the cleaners at convenient time. We apologize that their previously scheduled visit on April 26 was not properly communicated and had to be rescheduled.

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. However, I am...

requesting the expected date of installation of the new dishwasher, and the name and contact information for the person who will be responsible for ensuring that it is done.  It took 10 months and a formal complaint to Revdex.com to receive action on their part, and for them to agree to do the right thing. Now, I would just like the replacement to be completed as expeditiously as possible.
Regards,
[redacted]

[redacted] first received a warranty request in October 2017 and was unaware of any prior roof concern from the customer. Per the roofing contractor's evaluation, the roof sustained storm-related damage and an estimate for repair was provided; however, the repair is not covered under warranty per the terms of the [redacted] manual.

The field warranty manager will be reaching out to schedule an appointment with the homeowner soon.

Complaint: [redacted]
I am rejecting this response because:The subfloors is part of the structure of the home which according to Dr. Horton is a 10 year warranty.my original complaint about my sub floors was because my entire upstairs was unleavened. Which was properly adjusted to make leveled. Was it done right, who knows but it solved the issue of being unleveled.I then complained about my floors making popping noises. They came out and put a few nails in and left.The guy I spoke to who told me he could fix this problem never showed up to the job. 2 non English speaking men did and requested for me to show them the issue again.I complained multiple times about this problem. The fact that it does not get fixed and just gets touched up should have nothing to do with a one year waarenty. The complaint was filed way before the one year warranty.I bought a brand new home because I aspect it to have 0 issues. I deal the the noises my house makes daily and live with it. I am told it settling cracks, which are insanely loud. I owned plenty of houses not built by Dr. Horton and never had these issues. Its actually funny that my last house was built by the same builder and made the same cracks. Also it was 7 years old. What was the excuse oh its settling. I want my floors fixed and then I am going to sell my home and never buy a Dr Horton home again. I would not wish it on my worse enemy.My floors need a professional to fix them. If you need a video of the horific sounds it makes when you walk on it let me know.
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.I was provided a closing date of 06/27/2016 at the time of contract signing which is 2 months before date you just provided. (Your home is projected to be completed 8/26/16.)I am having trouble understanding how "There are no abnormal delays in building your home." unless the estimated completion time provided to me when I signed the contract was misrepresented.  
Regards,
[redacted]

The Warranty Manager, [redacted], met with [redacted] and all of his complaints were addressed and the homeowner was satisfied and said he would remove the complaint.

We are in communication with the homeowner and are pending a written confirmation of their repair selection, which we anticipate receiving this week. We look forward to bringing this matter to resolution soon.