D.R. Horton America's Builder

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

response because:
[redacted] Sent: Thursday, November 17, 2016 3:03 PM [redacted] Subject: RE: You have a new message from the Revdex.com Fort Worth, TX in regards to your complaint [redacted] Please accept this as my request to reopen the complaint as the permit has not been applied for as Mr. [redacted] said in the last message I received from you. There is no excuse for a simple permit application not to have been submitted to Manatee County from 9/23/16 when I first filed a complaint. DR Horton is just a horrible company yet you keep giving them good marks. May help if you read some of the problems many homeowners in the [redacted] have had or check out the news story that featured their total lack of quality and integrity. It was from March of 2016.  Thank you, [redacted]Permit Coordinator[redacted]
[redacted]

Thank you
for the notification of complaint.  The
Warranty Department understands and sympathizes with our homeowner’s
frustrations. Our Warranty
Department has been in regular contact with our homeowner and as protocol
dictates, we assigned the repair tasks to the original...

installation
plumbers.  Ultimately, our homeowner did
not feel confident with the original plumbing vendor and thus, abruptly
escorted an assigned technician from his home.In order to
accommodate our homeowner, we assigned another of our pluming vendors to repair
the leak, though a vendor not relative to any original installs within this
particular homeowner’s home.  As for the
shower, our Warranty Department has contacted the manufacturer and requested
they send out their own technician to investigate the issue.  As of today,
the newly assigned plumbing vendor has completed the drain repair with positive
accolades from our homeowner and the shower manufacturer has been tentatively
scheduled for next Wednesday, January 25th, pending our homeowner’s
schedule.  Our Warranty Department will
be following up with our shower manufacturer, and of course, our D.R. Horton
homeowner, not as a reactionary means, but because we do value our homeowners,
including this particular homeowner and his family.

June 8, 2015   [redacted] Meadow Park Community Home Closed: August 24, 2011 [redacted]   RE: Complaint REPLY   Dear Revdex.com,   We have reviewed our records regarding the home at [redacted]...

[redacted] and subsequent complaint filed with the Revdex.com. Our review indicates that the original plumbing contractor [redacted] Co.  performed a warrantable repair to the home (warranty coverage was provide under the mechanical contractor warranty). The repairs were made and the plumbing sewer system was inspected by the City of San Antonio Plumbing Department [redacted] on January 16, 2015 and “PASSED” inspection at the completion of the repairs.   The home is covered by the Limited Builder Warranty for years 1 & 2 from the original date of closing and the Limited Structural Warranty provided by the Residential Warranty Company (RWC) for coverage in years 3 thru 10 of warranty coverage. (Please refer to the NEW Home Care Handbook for coverage’s and contact information).     At the request of the homeowners, the home was inspected by the DR Horton and during the inspection process instructions were provided to the homeowner regarding contacting and requesting a Fact Finding Inspection by the RWC. As for further information regarding the homeowner filing with the RWC, I would not have that information. The Residential Warranty Co. can be reached [redacted]   If you have any questions, please do not hesitate in contacting me   Respectfully,     [redacted] SAN ANTONIO / SOUTH TEXAS DIVISION

D.R. Horton will be reviewing the customers unresolved
warranty issues that are currently pending. However in regards to the
customer’s request for additional landscape repairs, the request has been
denied. The items the owner is requesting for the landscape is not covered by
warranty. We have...

requested discovery items and back up emails or items in
writing from any promises from previous employees. This to date has not been
received. The customer has signed off all closing paperwork and also has
accepted the landscape. D.R. Horton will not be revisiting the landscape
request as we have advised the customer many times, due to no previous
pre-closing back up on verbal promises. We are not liable for verbal promises
or actions and these requests are not covered under the RWC coverage level. We
will make contact with the customer within the next 7 business days to schedule
any remaining repairs for true warranty items.

Complaint: [redacted]
I am rejecting this response because: This is not accurate information. We have where the warranty guy [redacted] wrote that hewould send someone to repair the garage because the wood is cracked. As far as the flashing goes they never repaired the flashing they kept telling us they were coming in July. No one ever showed up.
Regards,
[redacted]

Good afternoon [redacted]   I have spoken with the homeowner referenced above, and have verified that the needed repairs to the gutter will be made prior to end of business on Monday.  The homeowner has been given my direct contact information in case there are any issues.  This will be...

complete by Monday.   Thank you,   [redacted]

Complaint: [redacted]I am rejecting this response because:No one has reached out to me. I would like the information of the builder's insurance company as well as the cleaning company's...

information so that I can file a claim to have this situation rectified. To date the builder has refused to provide this information. Regards,[redacted]

The check to reimburse the customer for the water bill will be cut and mailed to the customer on 12/8/16.

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]
First of all, we have not dealt with or even heard of [redacted], nor has he been by our house to even see the issues we are having.1.  The AC Unit:  There has been well over 6 visits from [redacted], which NONE of them fixed any of the problems, and the unit is currently totally down.  As of 8/1/15, the unit froze up solid, and [redacted] came out and disconnected it, and left.  The unit was running non stop and the temperature in the house exceeded 78 degrees. They returned on 8/2/15, and said they found a bad TXV and the upstairs unit was low on Freon. The only unit working for the whole house right now, is the smaller one.  Every tech that has been out to service it, has had a different description of what the problem is.  We had someone independently come out and look at it, and he said it was the compressor, and needs to be replaced, and if not replaced, it will not last the normal lifetime of the compressor.  We feel like they are trying to just "get by" for the summer, and then come next summer, it will be our responsibility, as it will no longer be under warranty.  We are aware that DR Horton knows of these problems, as well as Carrier and [redacted], but we are going on 3 months now dealing with this same problem.2.  The warped boards on the fence IS due to the sprinkler system not being aligned correctly, hitting the boards and causing them to warp. The warped boards have been replaced at this time, but the sprinkler system still is not aligned away from the fence.3. The soffits on the west side of the house have NOT been fixed as of this date, and are currently housing birds nests.  The vents ARE being used by the master bath, and need to be completed.4.  Microwave has been replaced.  Acceptable

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 Ms. [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 Ms. [redacted] successfully closed on this property on or about June 28, 2014. Ms. [redacted] has previously contacted the division regarding the driveway, front porch, and countertop in her home through customer service requests. As a result the division is in direct communication with Ms. [redacted] and is working to reach resolution to all of her requests. I appreciate the Revdex.com providing me with an opportunity to respond to Ms. [redacted] complaint and its attention to this matter.

Members from D.R. Horton's sales and construction departments met with the buyers to confirm the selections installed in the customer's home are consistent to those selected on the design sheet.

We do understand how frustrating this has been for some of our customers. That is why [redacted])  and [redacted]) have provided assistance to our customers through the investigation of NIBCO tubing installed in your home. As you know, the mechanical warranty, (HVAC,...

Plumbing and Electrical), which includes the plumbing system warranty ran for two years from the original date of closing. There is currently no active mechanical warranty on your home and the only resource for you as a homeowner would be through your homeowner’s insurance, if [redacted] and [redacted] were not providing assistance to you our valued [redacted] homeowner. The NIBCO manufactured tubing installed in some of our homes has been the concern. When a leak is reported to [redacted] by a [redacted] homeowner and [redacted] is allowed to investigate, document and repair the NIBCO tubing leak, (this includes collecting a sample of the leaking tubing). [redacted] will assist [redacted] and our customer by covering the cosmetic damages associated with that leak. Please understand, [redacted] does not purchase plumbing supplies, install plumbing systems or manufacture plumbing lines. These products are provided by the plumbing contractor and subsequent systems are covered by the plumbing contractor, distributor and or manufacturer warranty. The cross link polymer tubing (referred to as PEX) in your home is manufactured by NIBCO and is the tubing selected by the plumbing contractor, which has been tested by the American Society for Testing and Materials (ASTM) technical standards for water supply line use in commercial and residential structures worldwide.   The service commitment to our customers is a simple one. We will try to work with you through any challenges you may encounter with your [redacted] home. On September 10, 2017 an offer to replumb (OTR) your home was provided to you. The Re-Pipe Specialist contractor will contact you by e-mail to arrange a walk-thru prior to your Replumb.   In the meantime if another leak occurs please contact [redacted] for assistance and then e-mail [redacted]. We will handle the consequential damage (water extraction, drywall, carpet) as we have done in the past claim for you. Respectfully,

Per [redacted] a solution has been proposed and accepted. There was an error with our HVAC contractor with regards to the sizing / equipment used this is being scheduled for repair directly with the [redacted]’s. As part of the solution the [redacted]’s will be reimbursed by the HVAC contractor for excessive electric bills due to the equipment error,

RE: [redacted]  [redacted]  We apologize for the delay in service to you and regret your frustrations surrounding remaining issues to be addressed. Moving forward, our Warranty Department has spoken directly with both of you and thank you for...

meeting today at 1:00 p.m. with our Superintendents, [redacted] in conjunction with our vendor [redacted].  As discussed over the telephone and confirmed via email, we will be accomplishing the following:  Securing the subfloor in bathrooms & beneath carpeting where there is an unevenness and reinstalling the carpeting/LVP pulled up for such Repairing/painting drywall behind hallway toilet Installing/painting the missing shoe moulding at both the front/back entry doors  As of 4/3/18, the cabinet door mentioned as defective has since been replaced.  Our Warranty Department has also set up a delayed email to be sent at 11:30 this morning to remind all parties involved to be at our homeowner’s home today for these said repairs.

I just spoke to the city manager that has confirmed we’ve been in communication with [redacted] and addressed his concerns.  Thank you,

Thank you for bringing this to our attention. The most recent homeowner-submitted request we received in our system was in Sept. 2016, which we show has been resolved. We have no further requests in our system. Please submit the 10-month request at [redacted] and we will be...

happy to review.

I am gathering some additional information on this situation with Mr. [redacted]  It looks as though he is looking for some reimbursement for water usage due to a damaged irrigation control valve.  Our Orlando Division does not do any owner reimbursements, as per our Chief Financial...

Officer.    The home is located in Apopka Florida, and in speaking with the engineering inspector, she would never have passed a final inspection on that system with the issues /damages Mr. [redacted] is reporting.  They are extremely thorough on their inspections in this municipality.    That being said, if for some reason, there is some money due to the owner, what our offices would do is write a check to this owners water company, with the owner account number, so it would be put directly onto their account.  The owner would not receive any funds directly from DR Horton.   [redacted]Area Manager - Warranty / Customer Service

Complaint: [redacted]
I am rejecting this response because: WE HAVE ALWAYS BEEN GOOD ABOUT MAINTAINING OUR HOME/ IN FACT OFTEN GOING ABOVE AND BEYOND NORMAL MAINTENANCE  BUT LIKE I HAVE SAID THIS IS A STRUCTURAL DEFECT THAT WAS NOT READILY VISUALIZED AS DOUBLE GARAGE DOOR HEADER WAS WRAPPED IN ALUMINUM AND UNDER THE VINYL SIDDING .  IT WAS ONLY DURING US POWER WASHING HOME THIS MARCH THAT WE NOTICED HEADER SWAYING AS IT HAD ROTTED OUT AFTER BEING INCASED IN A WATER LEAK  WHERE WATER HAD LEAKED UNDER ALUMINUM WRAP AND VINYL SIDDING OVER MULTIPLE YEARS AND HEADER LITERALLY ROTTED...AND THIS PROCESS DOES NOT HAPPEN OVERNIGHT BUT OVER MULTIPLE YEARS AND AS I HAVE PREVIOUSLY STATED THIS HAS NOT ONLY HAPPENED TO OUR HOUSE BUT TO OTHER DRHORTON HOUSES IN OUR NEIGHBORHOOD.  SO I KNOW DRHORTON MUST BE MORE THAN AWARE OF THIS STRUCTURAL DEFICIT BUT CHOOSES NOT TO ADMIT TO IT AND THEREFORE THEY ARE NOT THE REPUTABLE BUILDER THEY PROFESS TO BE
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]
The response to my complaint wasn't addressed,we will be seeking further legal counsel concerning this matter. I explained to Mr.  [redacted] of D.R. Horton about our decision.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11413462, and find that this resolution is never going to be resolved.