D.R. Horton America's Builder

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.

We will contact the customer to have our Lead Field Technician, [redacted], inspect the items for a determination of coverage.     Thank you,   [redacted] Customer Service Assistant/Warranty Coordinator

Response to Rebuttal ID#[redacted] D.R. Horton asked the supply company of the entry doors used in the [redacted] to inspect the door at Mr. [redacted] home.  After visual inspection, [redacted] is willing to provide us with a new door and as a courtesy, D.R. Horton informed [redacted] that we would have the new door stained according to Bella Casa architectural requirements, and delivered for install to [redacted]

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,

We appreciate the customer reaching out regarding their concerns. After consulting with the division, we understand that the reimbursement check was received and to date, all warrantable repairs have been addressed.

To Whom It May Concern: This letter is in reference to your correspondence, same of which is dated June 13, 2016, and whereby you requested a response to the aforementioned case number from D.R. Horton, Inc.  After conducting a thorough investigation, D.R. Horton concluded the...

following in this matter.   Mr. [redacted] claims that he made several attempts to contact D.R. Horton without a response.  Contrary to his correspondence, our Division Sales Area Manager, [redacted], did respond to Mr. [redacted].  Regardless, we have provided him with a cancellation notice so that he can receive his deposit.  As such, this matter should be resolved.   Please let me assure you that DR Horton strives to provide satisfied customers.  Thank you for the opportunity to respond to Mr. [redacted]’s complaint, as D.R. Horton’s goal is to always respond to customer concerns.  Feel free to contact me directly with any questions.

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.

This letter is in response to the rejection of the roofing repairs and the request for a roofreplacement. A representative from DR Horton and the roofing contractor inspected the roof onMay 12,201 5. Upon inspection they noted some repairs that should be made to the roof butdetermined it was not necessary for an entire roof replacement. No water intrusion or shingleblow-offs have occurred to date. The siders are to begin their work on May 18,2015, uponcompletion the roofing contractor will make the necessary roof repairs within 30 days.Construction ManagerD.R. Horton, Inc.-Minnesota

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]

Concrete issue have been repaired, I spoke with homeowner on Friday which previous flooring repairs that were done by builder was not a permanent fix. One of our production managers, [redacted] which have set up an appointment with him, builder manager and a engineering to review issues with floor and...

come up with a repair plan on 11/22  @ 10 am

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

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]

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]

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]
As of this date, roof and siding issues remain. The cosmetic roof repairs accomplished in
August did not address the underlying issues as noted in the first
inspection report.
A second professional roof inspection revealed damaged
shingles were not replaced and roof shingles were not installed and
fastened per Manufacturers instructions and the City of Lakeville's General
Building Code Requirements
Areas of concern are high nails, improper open metal valley
installation, improper & non-existing overhang, and incorrect shingle
offsets. This improper installation also
voids the IKO manufacturer's warranty
In addition to correcting all outstanding and existing
siding issues, I request DR Horton remove the improperly installed roof covering and replace it with new covering. I request this roof replacement be promptly scheduled and completed during the summer season.

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

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

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.

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.Insincerity and evasion to admit poor workmanship and cost-cutting  changes not authorized.  A DRH representative came at 12:30 to evaluate my 11 month warranty repairs list.  First was 2 kinds of black mold growing from only some a/c vents.   He scheduled 2 waves of servicemen beginning next Thursday.Second Horton pair came at 1pm.  They denied any wrongs existed claiming I was correctly charged 11 blinds on 10 windows because "one was double wide".  Then I need a partial refund  on the half blind over the kitchen sink.  The wavy ceiling joints will be scheduled to include repainting the whole ceiling.  They'll also reimburse a months old plumbing bill to clean out "construction debris" that caused a flood.  Tiles are not laid to plan.  Wine rack was omitted.  Stone face around entry was bricked.  "Well, that's Your fault if you excused it."  Blame the victim and don't spend anything to fix your faults!  I want the countertops I selected and bought, not these "leftovers".The "granite" countertops look  like quartz and are made up of FIVE sections not the THREE in the Model.  "We changed that; we just didn't tell you".   We also changed the TV outlets from a hidden box to a floorplate cable, incompatible with the Only provider available here.And DRH construction mishandled installation of master TV and power outlets location.  Doors and windows stick.  They have a whole list including yesterday's home inspection report.We'll see whether they man up and fix the problems or paint over it.
Regards,
[redacted]

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.
The response outlined by Mr. [redacted] is incorrect and misleading. All documented concerns were not addressed. The most recent warranty request was the only item DR Horton addressed (which was not even discussed in my complaint to the Revdex.com). Mr. [redacted] is correct that his painters splattered paint on our custom curtains and an apron and they are planning to pay for the dry cleaning or replacement. However, the long, upsetting, financially draining history with D.R. Horton, beginning with the nightmare of building, was NEVER addressed. The homeowner (me) is satisfied with ONLY the most recent warranty request’s resolution. The rest of the nightmare/complaint has never been addressed and I anticipate that it will not be. .
Regards,
[redacted]