D.R. Horton America's Builder

The landscaping/drainage issue with *** *** has been completed to homeowner’s satisfaction *** *** Customer Service CoordinatHorton

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
My complaint was more about dr hortons customer service and less about stuccoMy repeated calls were only returned after I filed the Revdex.com complaint
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.I have made more than several attempts thats why I notified the Revdex.comI even called your Vice President *** *** for south east FL attempting to give everyone a chance and to this day she has not returned my phone callThe issue is not the replacement of the doors that were originally installed defective, the have been replacedDuring the second install a howling/ whistle noise developedDR Horton has failed to accomplish fixing thisThe howling/whistling obviously occurs only when the winds pick up and remain consistent for a period of timeI live on the lake here and when the wind picks up I'll have to hear this extremely annoying howling/whistling for days in a row non stop at timesEach time DR Horton representatives brought more calk and took a guess where to squirt more, and placed another two inches of weather striping which was another guesstimateEach and every time they showed up" if they did when scheduled" was for minutesEach time was a display of the poor customer service , knowledge and attention to detail. I myself at my wits end recorded this howling/whistling and played it for the DR Horton representative named "***"He is the go to guy for Vista Lago homeownersYour claim that you have responded immediately is debatable since months later and a sound recording were still discussing thisMy time is more valuable than this, I would much rather be spending it elsewhere than making recordings of whistling/howling Please once and for all fix what you created
800x
Regards,
*** ***

We are in communication with the customer and have an appointment scheduled on Nov13th to visit their home

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me They have contacted me via email and have agknowledged that they will replace both cabinets at zero cost to meI am waiting for a call from them once the cabinets are ready to be installedHopefully, there will be no additional issues with replacing the cabinets or more water damage
Regards,
*** ***

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***I received a text from a *** *** on 1/confirming receipt of my email and again 1/advising he received approval to complete the requested repairs on our homeIt is 2/and I have not heard from anyone including *** *** on beginning/finishing repairs in the home
Regards,
*** ***

Please accept this correspondence as D.RHorton, lnc.' s ("Horton") response to the BetterBusiness Bureau ("Revdex.com") with regard to the above-referenced complaint.Horton has addressed each warranty claim that Mr***, the homeowner, submitted in atimely mannerThere were some communication
issues regarding ability to access to the homebut l:iorton and its vendors did respond to the warranty requests.*** ***, Horton Warranty Manager, met with Mr*** on Monday, June 8, toc:tiscuss "open" warranty itemsThe homeowner noted only one item was left to be repairedMr.*** stated that he, along with a vendor, would meet Mr*** on Monday, June 15,to address the final warranty matterMr*** agreed to the time and date andseemed appreciative that Mr*** visited with him and that the warranty item would beaddressed.Thank you for giving D.RHorton the opportuoity to respond to this complaint

Per our email dated 7/5, the home is out of builder warranty and is now covered by the RWC limited warrantyThe customer should direct further warranty-related concerns to RWC

We have been in communication with the homeowner and understand their concern; however, as the representative previously indicated, the desired gutter did not come standard with the home and may be added at the homeowner's discretion

Ms*** closed on her new home October 14, Recently, Ms*** submitted aCustomer Service Request with concerns regarding the performance of her foundation.We scheduled an inspection with our engineering firm to evaluate the slab and otherissues she felt were a result of her foundation
performance.The engineering firm's conclusions were that she had foundation performanceand the other issues she was experiencing were not due to her foundationOur warrantyrepresentative gave a copy of this report to Ms*** and explained that there was notany reason for concern with regards to her foundationMs*** has signed herCustomer Service Request as being satisfied and the work being complete.As of the writing of this letter, I have left Ms*** a voicemail to discuss any "emptypromises" concerns and to further explain our engineer's report if need beI have notheard back from herDR Horton does not feel there is anything further left to completeor follow up on with regards to her homeI have attached the engineer's report regardingher foundation and her signed Customer Service Request for your review.If there are any other issues with regard to this complaint, please feel free to contact me

Revdex.com:
The Customer Service rep Heidy has agreed to reimburse me up to $for a new Radon fan I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Please see our response below to the homeowner’s latest complaint/rejection: This home closed on 5/31/and is in the 9th year of warranty which covers Major Structural Defects to load bearing components of the home as set forth in the Residential Warranty Company (RWC) Warranty BookletDR Horton received a claim regarding the roof from this homeowner on 1/7/16, and on 1/29/received notice of a Revdex.com complaint filed regarding claims to the roof, flooring, AC system, and cabinetsThe builder is responsible for correcting workmanship defects to the roof, flooring, sheetrock, and cabinets for year after the date of closing as specified in the warranty documents and in the Louisiana New Home Warranty ActThe builder is responsible for correcting workmanship defects to the HVAC components and duct work for years after close date as specified in the warranty documents and in the Louisiana New Home Warranty ActTwo DR Horton representatives made a site visit to review these items on 2/4/It is our determination that none of these claims are major structural defects as defined in the warranty documents, therefore are not covered 7-years past the end of the applicable coverage period Let me know if you have any questions Thank you, *** *** Customer Service Coordinator & Safety Officer

We responded based on the facts as we see them. We addressed the side yards. Mr*** acknowledged that there was no further issue with them. *** viewed his back yard and did not witness the issue he claims. The homeowner mentioned problems with areas that were not part of his property. This was addressed by *** we consider the matter closed *** ** ***

We have already started the repairs at this residenceWe have repaired the roof and inspected for moldWe will begin interior repairs soon as we can schedule our vendorThanks. *** ***Customer Service ManagerD.RHorton Homes, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
The bottom line is DR Horton, from the time I closed on my condo, routinely did not show up for appointments, did not return phone calls & failed to fix major flaws within the unit I purchasedI have written documentation to back this up & as I stated in my previous and original Revdex.com complaint, DR Horton has a history of failing to fix major infrastructure issues which can be termed as warranty fraud. With all due respect DR Horton only responded to me after the factI tried to get the this resolved repeatedly at the original walk-through as well as the day and one year warranty point but DR Horton delayed, ignored and ultimately avoided meDR Horton failed to return my phone calls/fax and show up to fix major issues, until after the one-year warranty and now you claim that it's too lateYou are correct in the fact that DR Horton came back to fix nail pops, an extremely minor issue only in attempt to prove they were accommodating. This is an extremely bad business practice and I expected better from the so-called America's builder. The workmanship negligence as well as DR Horton's warranty department negligence is unacceptable and DR Horton failed to fix my balcony, which has drainage issuesDR Horton knew about this from the start but failed to fix and then only claimed that the warranty had expiredThe course of action that DR Horton took in this case is warranty fraud. I have also read about other cases around the country with DR Horton properties and similar actions with DR Horton being accused of warranty fraud, which shows my situation is not an isolated case and this is a pattern from DR Horton. If this is not resolved in a timely manner I will be contacting the state attorney general in New Jersey & Texas as well as contacting my attorney.
Regards,
*** ***

The homeowner closed on the property on 12/30/and submitted the referenced claim on 7/23/ Per the warranty agreement, there is a 30-day warranty for any installed landscaping, which resulted in this claim being rejected

Complaint: ***
I am rejecting this response because:
Regards,
*** *** I am attaching a copy of the email that sent to the company as well as the responseDRHorton lied but I didn't and don 't have any expectations from them which is sadAgain as I stated I will never buy another product from them??????????????????????????????????

Good Morning Mrs*** I apologize for this response being a day late, we first understood that we had until the 5th to make a response but then realized it was due on the 2nd I went by the property *** *** *** yesterday to observe the areas of concern, being the
tree in the front yard, and also the sod that has been installed Regarding the tree in the front yard, I do agree that there are a few small branches that are dead, but for the most part I would say that the tree is Ok as it is, but to satisfy and move on with this customer I will agree to replace existing tree with a new tree, but from the day that we install the new tree it will the customers responsibility to maintain, it will not be covered by warranty after that, we will assure it is alive when planted and then it will be the homeowners responsibility to maintain Then regarding the sod, as shown in the attached picture I see one fairly small area at the front left corner of the home while facing the home, and about 1/3rd of the way down the side, that is currently brown while all the other sod appears to be green and alive, so the area mentioned is what I will agree to replace, I will offer to either replace now as time allows or would really rather replace when the home next door is sodded which will be 30-days, but either way once the sod is laid we will assure it is alive and green and from that time on it will be the customers responsibility to maintain Please let me know if you have any questions or concerns. Thanks, *** ***

*** *** D.RHorton has worked diligently with Mr*** to address all of the warranty items in his home. Only a few items remain open and most were not originally a part of this complaint: *** *** (SUBMITTED 5/4/15) Kitchen Island Granite: The homeowner sent the repair technician away and told our field personnel he wasn’t sure he wanted to attempt the repairWe contacted the homeowner on 5/29/and explained that he would either need to reschedule the repair or we would have to suspend/close the work order; we asked for a response by 6/4/(today), to date, we have not received his response *** *** (SUBMITTED 5/6/15) Roof Noise: Our contracted roofer and contracted HVAC contractor were both out and found nothing to be wrongOur field personnel met with the Mr*** on 5/28/15, Mr*** told them that the noise hadn’t come back and that he would call if/when it didWhile the noises appear to be new-home construction noises, D.RHorton will keep this item open in case further investigation is required *** *** *** *** (SUBMITTED 5/26/15) Service request to adjust his shower doors: (One service request for each door), this was inspected 5/27/and scheduled for repair 6/5/ *** *** (SUBMITTED 5/26/15) Caulking: Inspected 5/27/15, scheduled for repair 6/5/ *** *** (SUBMITTED 5/26/15) Duplicates of roof noise: (One for each room Mr*** could hear it in), these were submitted by Mr*** days before telling our field staff he could no longer hear the noise *** *** (SUBMITTED 5/27/15) Tile has hollow sound: Inspected 5/27/15, scheduled for repair 6/5/ D.RHorton fixed the leaking irrigation pipe. Thus, there is nothing to compensate Mr*** for. We are unaware of any issue other than the referenced issues above with regards shrunken caulking. Please have Mr*** contact a member of the D.RHorton Customer Service team to schedule an appointment for us to view this item Respectfully, this concludes our need to continue to respond to complaint ID* *** Sencerely, *** *** Vice President Customer Service/Quality Control