D.R. Horton America's Builder

Please accept this correspondence as D.R. Horton, Inc.’s (“DRH”) communication to the Revdex.com (“Revdex.com”) with regard to Ms. [redacted] third notification of dissatisfaction with our responses to the above-referenced complaint and subsequent communications. 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. As explained in our previous responses, 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 was in direct communication with Ms. [redacted] regarding resolution of her customer service requests. It is my information that Ms. [redacted] is satisfied with the resolution of a portion of her customer service requests. Based upon my review of the multiple notifications of dissatisfaction I am not aware of any additional items raised by Ms. [redacted]; instead it appears that while we were able to reach an agreeable resolution to Ms. [redacted] countertop request Ms. [redacted] continues to be dissatisfied with our response to the driveway and porch items. Again we always strive to provide quality customer service and regret any dissatisfaction of our homeowners. I appreciate the Revdex.com providing me with an opportunity to respond to Ms. [redacted] feedback and its attention to this matter. Best,

Please accept this correspondence as D.R. Horton, Inc.’s (“DRH”) response to the Better BusinessBureau (“Revdex.com”) with regard to the customer communication sent following our response to the above referenced complaint. I again apologize for the difficulties [redacted] feels he has encountered while attempting to resolve his concerns. I assure you that DRH strives to provide quality service.It is my understanding the division remains in direct communication with [redacted] and is working to reach resolution to all of his requests.I appreciate the Revdex.com providing me with an opportunity to respond to [redacted]’s complaint andits attention to this matter.

I have attached three photos showing where the doggie waste station was installed near Ms. [redacted] unit. The doggie stations are installed in locations based on the best visibility and access to our homeowners while walking their pets. The community of Via Sorento has a contracted janitorial vendor...

that services the community twice a week, part of this service includes the clean-up of pet waste. Violations are sent to homeowners who do not clean up after their pets and fines are assessed according to the community’s fine policy.   The health department has not made contact with AAM regarding any complaints.   The exterior of the condo units are sprayed monthly. I advised Ms. [redacted] to contact me if she required any additional spraying from the exterminator and I would send them to spray around her unit. Ms. [redacted] did not contact me to confirm she would like to schedule an exterminator to come out. I have contacted the community exterminator and they will be spraying around Ms. [redacted] unit within the next 7 business days.

Mr. [redacted]   We sincerely regret you’ve had a water leak in your new Crown home. We realize there is repair work needed to be performed at your home but we’ve come to a standstill on the scope of work to be performed, specifically with the floor covering.     Crown Communities, LLC stands behind the method of repair previously discussed with you. Your carpet was inspected by a professional floorcovering mechanic and was found to be in good order with no signs of delamination or other loss of integrity. Therefore, we don’t find your existing carpet has been ‘damaged’ by the water leak and will perform as new.   In order to ensure a dye lot match, we propose to take the existing carpet from the formal living room and use it to replace what will be taken from the upstairs hallway. This will enable us to use the same dye lot carpet with each other and prevent the possibility of an unwanted color difference due to different dye lots.   We propose to replace the formal dining room carpet with a new piece of carpet; this new piece will be from a different dye lot but because it will not touch surrounding carpet, the dye lot difference will be considerably less noticeable.   Before we do any of this, we’d like to inspect the carpet again that got wet and make doubly sure you won’t have a problem later on. We want to offer you an extension your carpet warranty for one additional year against failure due to latent water damage. If there’s long term damage to the carpet, it would manifest itself within a year. We also want to offer to steam clean the hallway area and any other area that got wet due to the water leak.   This is our offer for the scope of work regarding your floor covering. Crown Communities, LLC reserves the right of the method of repair as outlined in the Residential Warranty Company (RWC) booklet given to you at closing. We will not replace all carpet, pad or sheetrock due to the leak but will replace or repair those materials which are deemed unsafe, unusable or show signs of integrity loss. You should contact RWC if you have any questions regarding the warranty coverage. Their contact information can be found in the RWC booklet.   Our goal is to make your home ‘whole’ again and appear as if nothing ever happened.   We’ll await your response and approval to move forward with our action plan. Please let us know via your online account, phone or email how you want to proceed. Please contact us if you have any questions. We look to hear from you soon and are prepared to move on your repair work as soon as possible.

Complaint: [redacted]
I am rejecting this response because:We submitted our 10 month in January as required. My husband has submitted requests asking about the status.
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.
Regarding Complaint
#[redacted]
 
To Whom It May Concern:
 
I am not satisfied with Ms[redacted] response.  My issue is that Ms. [redacted], the DR Horton
Agent, assured us that all items on our inspection report and punch list were
being corrected, including upgrading to the 5 ton A/C unit.  Several items including the A/C unit were not
addressed (please see initial letter). 
We were not given any notice that the items were not being addressed
until the day of closing.  DR Horton did
not deliver the home as promised. 
 
We could not continue with the purchase of a home from a
company that clearly lied to us.  DR
Horton did not deliver the home as promised. 
I respectfully request the return of our earnest money.
 
Sincerely,
 
 
 
[redacted]

We are actively working to address the remaining items on the customer's punch list. As communicated  on 10/24 and 10/27 by [redacted] Superintendents, the driveway and the remaining lawn work is scheduled to be completed this week, weather permitting. The remaining items on the list are...

currently being addressed by the customer service manager and coordinated as the homeowner's schedule permits.

Complaint: [redacted]
I am rejecting this response because: They are only doing a half job. I got a call from their office yesterday and they provided me the same response as they provided on Revdex.com, but when I talked to them in brief they mention they won't install a door to the standing shower. I told them clearly to match the bathroom with the upstairs bathroom they build in my master bedroom which has a glass door too. They have a very poor communication system and giving me a very tough time to get the desire result. I have been waiting very patiently with the whole situation and waited too long to have it done and now they are giving me a different story which I am very upset about. I want them to completely finish the bathroom with the glass door/sliding glass door. They are telling me to wait till 15 Dec for the supplies they ordered. I have mentioned them earlier too that my parents are very old and they cannot go upstairs every time to use the bathroom because of their health issues and also the exposed wire in the bathroom is dangerous for my 3 years old son too.There are some other items which are pending too. They did not respond to those either. Following are the remaining items.1 - Floor noise in the master bedroom (They are giving me different stories for this too)2 - Stone outside near the garage (They told me they cannot install do it because of some reason. If not then I want to do something else for me)3 - Sheetrock Paint4 - Lawn water drainage pipe(There are some shrubs outside my main door which are constantly dying in every few months. I mentioned this issue in the 11 month walk through too, but the technician said its just a plant now I have installed another new one and it died too. The same thing happens to one of my tree too as the mud in very hard around the area.) Thank you Revdex.com for all your help. Just because of you I at least got a call from them to proceed.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: work schedule were promised to be scheduled but...

workers would not show up, including the superintendent ([redacted]). He promised several times that he would come and check the work that was promised to be done;  Job is not finished! They promised to come back and finish the job but everything is promises! The carpet on the stairwell is all flattened and dirty with the construction that was done in the house! This is a brand new house. The carpet should still be clean and fluffy. This was due to the construction workers’ filthy shoes. The plastic that was placed to protect the carpet were torn and there’s drywall compound all over carpet, everywhere! I was told the cleaners would take care of it. They came rushing and left after 30 minutes. I’m still gradually working on the d rywall compound on the carpet. This company is full of liars and lazy workers!!!
Regards,
[redacted]

[redacted] will begin work on the community swale tomorrow by bush hogging the area in preparation for the grade work to begin next week.  Our land department has been communicating with [redacted] of [redacted] who has in turn been advising the...

homeowners.  Job is to be complete in 2 weeks.   Thank you,   [redacted] Customer Service Manager- Carolinas Division

Thank you for the opportunity to further respond regarding this matter. Our area construction manager for D.R. Horton's Phoenix Division has an appointment to meet with the homeowner at the home on Tuesday, July 19, to evaluate the claim.  We honor our warranties and are confident that a...

mutually acceptable resolution of this matter can be reached directly with the homeowner.  Let me know if you have any questions or desire additional information.   [redacted] DR Horton-Phoenix Vice President of Construction

We have been in communication with the homeowner and visited their home on June 22nd to address their concerns. We have left the homeowner a follow up message to ensure all warrantable items have been addressed.

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]      
Revdex.com[redacted]
[redacted]
[redacted]
[redacted]
This letter is in regards to your complaint submitted on 5/29/2016 against D.R. Horton America's Builder and assigned complaint ID [redacted]
The business response is either below or attached. You have 8 calendar days to submit your response back to the Revdex.com. If no response is received, we will assume that your complaint has been resolved.
The text of your dispute may be publicly posted on the Revdex.com website (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may redact your complaint to protect privacy rights and to remove inappropriate language.
If you have any questions, please contact us at [redacted] between 9:00 a.m. and 4:00 p.m. or by email at [redacted]
Regards,
[redacted]
Dispute Resolution, Ad Review
[redacted]
 
MESSAGE FROM BUSINESS:
We have a plan, have communicated the plan to the home owner, he is in agreement with the plan – just not the plan timeframe. He wants it done today. We had surveyors out to his home yesterday and are going to re-grade his back yard just as soon as we have some dry conditions to get equipment in there. In addition, we are adding a drain between the house and the street at the FPL transformer (the transformer was set too low to facilitate surface drainage across the sidewalk).   Land Development has been coordinating with us on this project and I spoke to Mr [redacted] as recently as yesterday. I believe when we are complete he will be satisfied, he just wants it done today and we have had a week of daily rains in that location. [redacted]Vice President – SWFL Construction D·R· Horton, Inc. - America’s Builder

In response to the email below. We feel as though the information we have provided should be sufficient. We have given documentation of the work order being signed and Ms. [redacted] has responded that she did sign. In our opinion, this matter should be closed.

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
In response to Mr[redacted] I did contact DR Horton directly at the offices of [redacted] Warranty Coordinator, who works for Mr[redacted] on
12/4/at 1:47pm and left a voice message requesting assistance on how can I resolve
this matterIn addition, I sent the same request using the www.drhorton.com/warranty website
I received an email response from Mrs[redacted] from DR Horton, on 12/7/15,
stating the following "please submit any invoices reflecting the cause of your
issues due to the drainage repairs made to your next door neighbor's grading
Once these invoices are reviewed, we will contact you with the determination on
what invoices will be reimbursed" I
contacted DR Horton again on 12/7/using the warranty website to report
damage to my lawn and water meterMrs[redacted] advised me, that a
representative will be out to visit my lot to check damages and she needed
pictures etc., so she can follow up with the companies that delivered cement
blocks, and delivered sod across my lawnOf course, no follow no coordinating
when I would be home, nothing The only
reason I contacted the warranty office was because, I didn't know who else to
contact for assistanceI just wanted some direction, and with Mrs[redacted] response,
I was like great! DR Horton will advise what to do next
To answer, Mr[redacted]
other concerns, had I contacted "DR Horton and its trade partners, they would
have been able to inspect, verify or repair any issues I had with my home"If
this was a true statement, How come when I contacted, my HOA, and STCloud
Utilities company on Dec 6th, to come inspect work done as it
related to my sewer line and damage water meter at my home they were all out
the next day Dec 7th Other than an email stating my " request
cannot be authorized for any reimbursement " sent to me from a generic email on
Dec 30th from DR HortonDR Horton failed to contact me to make arrangements to
visit my home for inspection and verification of the matter since Dec 4.,
2015. I am off Monday and Tuesday
every week and was looking forward to having a representative from DR Horton
and even a representative from Dynamic Ground Solutions that was hired by DR
Horton to inspect or verify the issueI
still have the damage pipe in my garage to this day if Mr[redacted] was serious
about inspecting or verifyingIn fact, the sewer line is accessible, as it
exist outside of my homeDR Horton's trade partners could have dug up the pipe
to inspect and verified at anytime, even todayNo one has made an attempt to call, email, or even send a letter to my home requesting to schedule a time to come to my home to inspect and verify all outstanding issues As Mr[redacted] stated, I have contacted DR Horton in the pass, so there was no excuse on how to reach me they have all of my info
I think it's very important to note that Mr[redacted] wants to
continue with the rhetoric that this in fact a warranty defect issue, and somehow,
I have voided the warranty by having another vendor other than DR Horton
vendors repair the issue But the truth
is, my home, no longer falls under this Warranty as clearly stated in the RWC (Residential
Warranty Company) guideI purchased and moved into my home on March 28th,
Which means my warranty for the following items had their been a defect
would have ended March 28th, As stated in my RWC given to me
on March 28th 2013, on (page 16
Section 3, Warranty Standards BYears and Coverage Only) Under Plumbing item BClogged drain or sewerBuilder will
correct clog within the structure caused by faulty workmanship or materials
Clogs and stoppages beyond the exterior wall are not covered by this Limited
WarrantyRoutine Owner maintenance and proper use is requiredThis clearly
contradicts the exclusion listed in
section E, number 9, on page of the RWC manual1) my home is not under
warranty, 2) even if I was under warranty, this wouldn't be covered, and as a
homeowner, it is my responsibility3) This was damaged by the vendor Dynamic
Ground Solutions that DR Horton hired to excavated the easement property me and
my neighbor share where the line to my home connects to the septic tank outside
of my homeSince, when does a homeowner need written authorization of the
administrator, to repair and stop raw sewage from backing up from my kitchen
sink and out of my downstairs toilet that affecting my downstairs living area
with the smell of Raw sewage everywhereThis is why I hired my vendor; this
was no longer a DR Horton warranty issueHad my home been under warranty for
the issues describedI would have contacted DR Horton first, as I have done in
the past to resolve several past issuesI have been more than satisfied with
my experience with DR Horton up until this pointBut more importantly,
the grass in the front and rear of my
home a defect in warranty as well when a contracted driver by DR Horton drives
his 18-wheeler on my front property damaging
my lawn by indenting the ground underneath because he couldn't make the
turn. Or Dynamic Ground Solutions drives
a gas powered wheel barrel across my wet grass to place new sod around my neighbor's
home that was just excavatedSo you protect his new grass and damage the
neighbors existing grass without properly prepping the areaHow is this a non
issue with DR Horton
It's a shame, before this incident occurred, I have never
had any plumbing issues, my grass is always manicuredI take pride in owning
my homeTo have damage occur on my property and no one take accountability is
sadI work very hard to maintain not only the outside, the inside of my
home. To have the chain of events occur all
in a month is stressful and hurtfulFor DR Horton who prides itself as being
America's Builder to say this is a non-issue.
DR Horton clearly show's they don't careI hope DR Horton, can reopen
this case, and we can come to some form of an agreement while there is still
time
Regards,
[redacted]

We have agreed to make the required repairs to this customer’s home, and they have already been contacted by our Customer Service department. We would like for them to retract their complaint at this time.   [redacted]   [redacted]
[redacted]...

[redacted]

We apologize for the confusion regarding the cause of the crack in the customer's driveway. Upon further investigation by our team and concrete vendor, it was determined the cause of the crack was due to electrical work performed by [redacted], which involved hydra jetting underneath lots within the...

community. The homeowner is encouraged to consult with [redacted] regarding their concerns with the crack in their driveway as a result of the work performed.

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]

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. Mr[redacted] did do all he could as far as keeping us informed, but the entire process I feel seemed dragged out and totally unnecessary given that the deal fell through due to a DR Horton problem. I luckily was able to set aside other funds to put a down payment on another DR Horton home, while awaiting my refund. I feel DR Horton didn't do much at all to expedite the process, or help us in any other way. My request is that DR Horton make things right with us, and at least offer us an upgrade or credit toward our other home since we put up with this ordeal and still purchased a DR Horton home. We are not ones to ever ask for hand-outs, but in this situation I feel it's very warranted. Thank you!
Regards,
[redacted]

Ms. [redacted] we have been in contact with the homeowner and here is a status of the actions to resolve her issues;   Window- homeowner is out of town for 2 weeks, and we could not gain access to inside of house.  Homeowner requested that we reschedule for June 22nd, when she will return...

home. Front porch- contractor is scheduled for Thursday morning June 11th to jack up the columns, and install new footings under porch columns, then set columns back on new footings.  I will then schedule landscaper to repair flower bed around porch. Driveway- contractor is scheduled to install addition to driveway that homeowner requested to make access easier to her first garage door on Tuesday, June 16th.   We will be following up with her during these actions to ensure she is satisfied with the work.     Thank You,     [redacted] Customer Service Manager