D.R. Horton 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.

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]

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]

RESPONSE: Brick and Stone veneers are not structural components of the home. The warranty clearly states this is not a warranted condition for homes past year 1 coverage. The homeowner should refer to the RWC 10 Year New Home Warranty book Section 3.21 thru 3.30.   I am very sorry but we must...

deny Mr. [redacted] request for warranty repairs.     [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

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.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
Yes all other items have been addressed but I still have not had any response to my cracked counter top being replaced or my Lanscaping issues! I do not accept the back and forth between Dr Horton and the counter company as to who's fault and who is paying for it. It was Dr Horton who hired the company therefore it should be their responsibility to resolve the issue! I paid money for granite tops in excellent condition not ones with half as repairs!

We apologize for the delay in responding to the customer. A customer service representative has left a message for the customer and looks forward to addressing their items.

Response to Revdex.com Complaint ID#[redacted]   On March 22, 2016 I met with Mr. [redacted] of 3400 Founders Way to review his drainage concerns with his backyard. I did agree to make repairs to the back yard to improve the drainage of the yard. The backyard was re-graded and re-sodded to improve the...

drainage from the backyard to the swales as needed. The yard repair has been completed and drains very nicely without the addition of a drain system or gutters.   At my meeting with Mr. [redacted] I did offer,  even though gutters were not required, to split the cost with him on having gutters added as they would assist with his drainage and maintaining the grade of the yard over time. At our meeting Mr. [redacted] accepted that offer but now when he was asked for a check to pay his half of the cost, he refused.   Thank you,

Mr. [redacted] Division President,  has informed me that he has contacted you directly and addressed you additional concerns.

Reference  ID#[redacted]   Good morning Ms. [redacted]   Please accept this correspondence as D R Horton, Inc.’s final response to the Revdex.com with regard to the above-referenced complaint.     Our Construction Area Manager and our Warranty Area Manager have both...

reviewed these issues, at separate occasions and both came to the same conclusion regarding the concrete areas and ‘deep holes’ and ‘troughs’.   While the driveway and other concrete areas are excluded from warranty coverage after closing on the home and is acknowledged as accepted by the customer with their initials/signature on the closing paperwork, we reviewed the concrete areas as requested. Our managers found normal cracks in the expansion joints of the driveway and a small number of ‘bug holes’. These issues are within industry tolerances and pose no abnormal loss of integrity to these surfaces. We have denied further repair work for this issue.   We also investigated the ‘deep holes’ and ‘troughs’ and found them to be within the tolerances as outlined in the [redacted] handbook page 12, 3.18. Although we are within the agreed upon tolerance for this issue, we feel the amount of settlement is excessive and we have agreed to repair this at the next possible opportunity which should be within the next two weeks. We are currently arranging landscaping repair work in this area and the customer should be contacted within the next five days so an appointment can be set with them.     [redacted]

The Builder and VP of City Operations met with Mr. [redacted] on 8/6/15. At that time we reviewed ailoutstanding warranty items and compiled a list of items to be corrected. We are meeting again on8/13/15 to make the appropriate repairs. At this time we feel that Mr. [redacted] was satisfied with our...

plangoing forward.

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, however it is not satisfactory to me that the check was not mailed for...

nearly two weeks after they said it to be. We had to file a complaint against them first, then they sent the check almost a week later and stated that it was computer error.
Regards,
[redacted]

We have recently met with [redacted] and have agreed to repair the left side of the lawn, which is scheduled to happen soon.

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.My position remains with the carpet, replace what got damaged, you will not remove carpet from one room to put in another.  It's been two months since the flooding of my home and I haven't heard a word from you since the leak was fixed. The carpet is one thing, however there are far more issues here that must be dealt with. Sheet rock in the kitchen, kitchen cabinets, kitchen flooring, and the molding that got damaged in the kitchen. You continue to go back and forth talking about my carpet when that is the least of the repairs that need to be done. If you need to inspect my carpet or any or part of my home all you have to do is contact me and make an appointment. I've contacted your office in Ft. Worth, the office in Conyers GA, and also your regional warranty manager, no one has called me back. This incident took place two months ago and my home is still in the same condition. You are saying yourself that you're afraid the carpet is not going to  match, well I feel the same way about it not matching in my formal living room.  I've had enough issues with Crown fixing things already and I'm not about to allow you to caused additional problems. Bring in new carpet and replace what got damaged and repair the rest of the damage done to my home due to your negligence.
Regards,
[redacted]

Our Customer Care department has been in communication with the customer and has elevated her concern accordingly.

Complaint: [redacted]
I am rejecting this response because:The  business called and asked me to submit a quote from a Sod company for them to peruse.They,as before, have stated that they wish to conclude this issue,but until...

the work is completed to my satisfaction I will withhold conclusion.When I made them aware I would have my own expert to inspect Sod for proper quality and job application,the suggestion was made for me to attain quote to submit to them.I am working on quotes that will be submitted to DR Horton for approval and payment.
Regards,
[redacted]Revdex.comMESSAGE:DR Horton had a new sod lawn installed to my satisfaction.I would like to tell you that complaint is resolved.Thank you for the invaluable assistance.[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.The Home Owners agree to the window being Replaced but weDo Not Agree to the window "ledge" being replaced.The window ledge is not the issue.Removing the ledge is just asking for "more problems".The Home Owners are not going to allow DR Horton to change, re arrange, remove anything that does not have any current issues.Besides, every window that has a Ledge looks exactly like the one below the defective / damaged window. A defective / damaged window was installed and was not sealed correctly, that is the issueIf the Ledge is apart of the issue, then the Window and the Ledge both Should Not have Passed any Inspections. The Home Owners have obtained Three Window Replacement quotes and all Three companies state that they Do Not have to remove brick(s) to Properly install the new window.Therefore, if three other companies can replace the window without brick removal, then so should DR Horton.The resolution:We repeat, we agree to the window being Replaced with a brand new window with current warranty (plus sheet rock repair,etc) but weDo Not Agree to the ledge being replaced and or tampered with.The Home Owners are patiently awaiting for DR Horton to replace the window. Thank you.
Regards,
[redacted]

Please accept this correspondence as D.R. Horton's reply to the Revdex.com withregard to the above referenced complaint.[redacted] and our roofers met with Mrs. [redacted] at her home on Friday,November 6, 2015. Repairs to flashing had been made earlier in the week. We...

inspected theroofing in response to the concern that there is a material defect. We took two shingles off tosubmit for testing and replaced them. We also water tested all areas of concern and no leakswere found at that time. The shingle manufacturer picked up the samples on Tuesday,November 10, 2015 and informed us the process will take 3-4 weeks to receive an answer. Atthat point we will let Mrs. [redacted] know the results and will create a schedule for repairs ifneeded.[redacted]

Referencing Homeowner: [redacted] ------  Revdex.com Complaint ID[redacted] --- [redacted] Mr[redacted] contacted DR Horton warranty asking for a reimbursement for money he is reporting that he spent personally to have repairs done to his home.  Mr[redacted]...

did not contact DR Horton at all, regarding any of the repairs that reportedly needed to be addressed.  Our homeowners can contact our offices in multiple ways.  Most owners contact us via our corporate website at www.drhorton.com/warranty, via our local office number at [redacted] or via our 24 hour emergency number at [redacted]  We have received correspondence in the past from Mr[redacted] from both our website and our local office number.  Had our offices been contacted about the issues he was having, we could have sent any vendor that needed to respond, to his home in a timely manner.  Mr[redacted] hired vendors not associated with the initial construction of his home, nor associated with DR Horton, to perform repairs that he is seeking reimbursement for.  Our offices were never able to verify work that may or may not have needed to be repaired.  None of our licensed vendor were contacted by Mr[redacted] to verify any repairs that he may or may not have needed on his home.  Per the warranty documents, any warranty defects that you repair without prior written authorization of the administrator are excluded from the warranty.  These warranty documents were given to Mr[redacted] both at the signing of his contract to purchase, and at the closing of his home. For reference, this exclusion is listed in section E, number 9, on page 7 of the RWC manual.  I have included this document as part of this email. Because DR Horton and its trade partners were not able to inspect, verify or repair any of the issues Mr[redacted] states he had in his home. DR Horton feels there is no further action to be done in this case. [redacted] Area Manager - Warranty / Customer Service