D.R. Horton America's Builder

D.R. Horton has been in communication with the homeowner and a resolution was agreed to and signed by the customer on August 31, 2017.

Ms. [redacted] first visited our Brio community on 8/29/16.  Ms. [redacted] expressed interest in our Home of the Week, [redacted]  Chris D[redacted] our sales agent, took Ms. [redacted] to the home site.  Ms. [redacted] informed Mr. [redacted] that she was not interested in the home because she did not...

like its location in the community.  Ms. [redacted] thereafter came back to the community and again asked to see Lot 219.  Another sales agent, Travis [redacted], was working that day, and he took her to the home site.  When Ms. [redacted] and Mr. [redacted] returned to the sales office, and Ms. [redacted] indicated that she wanted to determine if she could prequalify for financing to purchase Lot 219.  Mr. [redacted] gave her a prequalification, which Ms. [redacted] took with her and completed at home.  The following day, Mr. [redacted] followed up with Ms. [redacted] on the status of her prequalification application.  That’s when Ms. [redacted] informed Mr. [redacted] that she did not want to purchase [redacted]; instead, she was interested in purchasing Lot 50 at Symphony (another D.R. Horton community just across the street from Brio).  The home being built on Lot 50 at Symphony was an entirely different plan with a more desirable location than the home being built on [redacted].  As such, the home on Lot 50 at Symphony was priced more than the home on [redacted]   Angela Carmen, D.R. Horton’s Area Sales Manager, and Mr. Downey have both spoken with Ms. [redacted] and informed her that the two homes in question are entirely different homes in two different communities with two different prices based on their locations, included features and the like.  Ms. [redacted] refuses to accept this fact.   Please feel free to contact me if you have any questions or need any additional information.   Sincerely,           Terry Morga SVP of Sales & Marketing Broker (CA BRE License #01182797)   D.R. HORTON "America's Builder" South Coast / Inland Empire Division 2280 Wardlow Circle, Ste. 100 Corona, CA  92880

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. When did the Area Warranty Manager view the concrete after the pressure washing? Again, work is done and things are reviewed without the homeowner present. I can scrape my shoe over the area and material will come off of the concrete. When I take a leaf blower and remove grass clippings in that area, dust flies everywhere. Everybody who comes to our house asks what is wrong with your driveway and they tell us it looks terrible. i asked about the pressure washing because other areas are suspect. Not sure how the pressure washing was done but if I can remove material with my shoe then pressure washing would remove material. The joint in the concrete is almost completely gone!!! That is not abnormal loss of surface material? Request Warranty Manager to set appointment to view the issue in person with me.   
Regards,
[redacted]

We appreciate the customer reaching out regarding their concern. We are in communication with the customer and will be addressing their concern.

As a courtesy, D.R. Horton has agreed to be regrade and re-sod approximately 2’ inside of the property line. Our Customer Service Representative has referred [redacted] to [redacted] regarding missing insulation from the dishwasher as well as missing microwave vent filters. We are uncertain whether...

he has contacted them to schedule an appointment. The grout cracking in the master shower was repaired on 2/11/17, but unfortunately the cracks have reappeared. We will need to schedule a follow up repair to install siliconized grout under the shower seat and around the corner caddy. The customer expressed concern about the condition of the foundation, so elevations were taken on the foundation on 12/15/16 and it showed to be relatively flat at the time. Elevations will be measured again on 3/15/17 to make a comparison after which we expect to repair the minor drywall crack in the kitchen ceiling. Our contractors and vendors schedule appointments Monday through Friday from 8-12 and 1-5 pm.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me.  The response does not explain why this happened in the first...

place, nor does it state that they have instituted a corrective action plan to ensure it does not happen to another customer.  Moreover, the company did not actually provide me with written details showing me what the rates were prior to my complaint.  They just stated that the rates were higher.  I would have liked proof of that claim.
Regards,
[redacted]

The customer closed on their home nearly three years ago.  During the time since their closing, we have addressed their concerns over grading on multiple occasions.  It was determined that the home had the desired fall.  However, damage to the site was done by others.  In review,...

it appeared that the ruts in the yard were caused by a mower.  Those ruts altered the original design, which created pooling and restricted the intended flow of water.  Despite being under no obligation to take further action, additional repairs were made as a customer courtesy in an effort of good will.          Thanks.          [redacted] Operations Manager – East Florida Division [redacted]

We appreciate the customer reaching out to us regarding their concern. We understanding the claim was first issued in September, when a construction superintendent inspected the home and had the stucco company inspect the wall to determine the possible leak source. Upon inspection, it was determined...

that a few minor cracks occurred in the stucco, which were found to be normal, non-warrantable stucco cracks that do not exceed the 1/8 inch wide criteria under the [redacted] one-year limited warranty. As communicated by a warranty service member in an update provided to the homeowner on 12/18, the results of the exterior water leak detection inspection found the leak to be related to normal, non-warrantable stucco cracks per the criteria mentioned above.

The warranty manager has been in communication with the homeowner and all items are resolved.

We stand by our original determination that the grading on the home was done correctly. The trees have been inspected by the landscaper and are viable trees. They do require maintenance by the homeowner as stated in the homeowner's manual. Care instructions are attached.

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] Since the last response the only items that have been addressed is the light switches, the floor (poorly done), the holes in the wall, the carpet re-installed and the gas lines on the roof.  The items that are still pending is the window in the kitchen; the time and day previously given has once again come and gone.  The roof repair was started on October 18th and has not been completed; no information has been provided to indicate when that will be completed.  When the roofing material was peeled back in the area I had expressed was not secured to the framing and the plywood was exposed it was clearly only laid onto the framing; the worker was able to lift a section of at least eight feet in length by no less than one foot in width out of the exposed section with the use of only his hands.  When the interior framing was exposed I observed a section of the cooling and heating duct was "crimped" and I called [redacted] to inform him; he quickly sent the sub contractor for the duct work whom explained to me that there was no way the duct was crimped and it was only the external insulation on the actual duct that was compressed.  To this day and even after brining out a thermal imaging device; no one can tell me why there is a very noticeable change in the temperature in the rooms upstairs.  The sub contractor that came out with the thermal device literally scratched his head and stated "he would not comment since he was stumped" on why there was a noticeable change in temps.  The refrigeration units have not been changed out; at the time of the last response I was informed that the units would be replaced.  I was informed on the 18th that they would be replaced no later than the 23rd.  Today I received a phone call notifying me they would be replaced tomorrow, this only after I again complained that no action has been taken; my concern was shared with [redacted] from DR Horton.  The issue with the rock wall that was previously discussed has not been addressed.  [redacted] from DR Horton stated he would have someone come out to the property and perform a survey on October 19th; no one has been here except for the local county tax assessor (not sure what to think about that) to measure the property.  I called the county tax office and have not received a call back on as to what the nature of their visit was.  As previously mentioned the wall on the east end of the property is less than the height it was supposed to be.  In conversation with [redacted] I pointed out the wall had approximately a six inch footing to which he stated it should have been one foot.  I advised [redacted] that I would like to have copies of all materials used on my home and permits that were obtained; it is still my belief that corners were cut when building this home.  I am sure that there are others in a similar situation; in speaking with some of the workers that have come to perform some of the work; they all have been in disbelief on how many repairs they are completing on this and other DR homes.  On September 25th when the issues with the tile roof and the gas lines were addressed I did not have an opportunity to view the work that was completed.  When I went back on the roof on the October 18th; the roof tile issues were still not addressed properly and I further found some of the roof tiles were broken.  I spent most of the morning on the roof to ensure the work would be completed.  I came off the roof when I believed the work would be completed only to find out on October 23rd it was not.  I can only wonder what I will find when I go back up.  It continues to be a major disappointment when in comes to dealing with DR Horton.  The unfortunate end result is that I am sure I will continue to have issues even after the items I have submitted as concerns are mediocrely repaired in my opinion.

We appreciate the customer's patience regarding the processing time for the refund check. We have been in communication with the customer and expedited the refund accordingly to be sent out early this week.

All repairs complete except for the non-structural concrete (flatwork) which is not warranted. I advised him that he had accepted the driveway as is and had signed off on it prior to closing. At that point Mr. [redacted] said that he was an attorney and would be taking legal action. No other repairs...

are offered at this time.   THIS IS OUR RESPONSE     [redacted] Customer Service Manager

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]
Mr [redacted] apparently is confused with our position in this matter, We are seeking additional damages due to their negligence in addressing this problem in a professional ethical manner. We will not be intimidated by Mr. [redacted] deadline of February 1, 2016. Our leagal counsel will address his final offer and give our response. We will take this matter out to whatever recourse available under CA law. Please advise D.R. Horton to communicate only with our legal counsel. Thank you for your cooperation with this final resolution of our complaint.

Complaint: [redacted]
I am rejecting this response because:  D R Horton did the repairs to this house and since you refuse to correct the warranty issues I'll see you in court.
Regards,
[redacted]

Please accept this correspondence as D.R. Horton, Inc.’s reply to the Revdex.com with regard to the above-referenced complaint. Our records indicate that the home at [redacted] closed on March 31st, 2016. Past issues or concerns with the shower glass door had not...

been reported prior to the shower glass shattering and being reported on May 4th. We arranged an inspection by the vendor that supplied and installed the door (Aztec Glass & Mirror). Their inspection findings did not find issues with the material or installation and noted the probable cause to be from improper operation of the door. Being that a defect was not found the issue is excluded from coverage by the home’s written limited warranty. But given the nature of the concern, as a good will gesture we offered to replace the shower enclosure as well as fulfill the homeowner’s request of installing an upgraded product. While this was an unfortunate occurrence and we sympathize with the homeowner, we do not assume responsibility since a defect was not found. At present time we are in the process of addressing additional items that were reported to us by the homeowner. We appreciate the opportunity given to look into our homeowner’s concern. Should you have any further questions, please feel free to contact us.

Please
accept this correspondence as D.R. Horton, Inc.’s (“DRH”) response to the
Revdex.com (“Revdex.com”) with regard to the above-referenced complaint.  I apologize for the difficulties [redacted] feels
she has encountered while attempting to resolve her concerns.  I assure you...

that DRH strives to provide
quality service.It
is my understanding that [redacted] successfully closed on this property on or
about December 30, 2016.  [redacted] has
contacted the division regarding settlement in her yard, her fence, and the
roof on her home previously through a customer service request.  As a result the division is in communication
with [redacted] in order to move towards resolution of her requests.I appreciate the Revdex.com providing me
with an opportunity to respond to [redacted]’s complaint and its attention to
this [redacted]er.

We are actively working to address the customer's concern and the vendor will be reaching out to the homeowner to schedule an appointment at their convenience.

We appreciate the customer making us aware of their concerns and their patience in this matter. We have spoken with the division and all materials have been ordered for the remaining tile work, and upon receipt, an appointment will be scheduled at the customer's convenience to complete the...

install.

In response to Revdex.com Complaint [redacted] DR Horton would like an opportunity to review the documentation and request,  please also include how $105.00 was decided upon as an overage (breakdown of cost).  Once this is received in our office, a decision of coverage will be determined....

  Thank you,     [redacted] Customer Service Assistant/Warranty Coordinator D.R. HORTON America’s Builder [redacted]