D.R. Horton America's Builder

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.

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

Dear Ms. [redacted]Please accept this correspondence as
D.R. Horton’s reply to the Revdex.com with regard to the above
referenced complaint.Our Construction Area Manager, [redacted], met with Mr. [redacted] and we will replace several more pieces of siding
on the rear porch, have Strand...

Engineering perform an elevation inspection,
re-paint new siding that is installed. We are also working on the drainage
issue with our Land department and the Developer to come up with a solution and
will let Mr. [redacted] know when we find it.

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

Complaint: [redacted]
I am rejecting this response because:    DR Horton Home builders explanation is not true and is a clever play on words.  My complaint is I have water intrusion coming through the foundation and the concrete block because DR Horton did not seal the foundation properly and as per code. The one wall that I demanded  they sealed based on my original complaint does not have water intrusion any longer since it was repaired according to code. They are refusing to seal the entire east side of the home where the water still continually intrudes. They say if I have another bad water intrusion problem then they would consider putting  sealer where they didn't when they built the house.  They have done absolutely nothing except send someone in to re-nail the severely warped baseboards caused by this water intrusion an will send someone in to re caulk the new nail holes. My water intrusive house is still the same.  DR Horton has done nothing to correct this problem.  I have also been waiting for the replacement of the window screens that they carelessly mutilated when they were last at my home. There are many other DR Horton Homes in my neighborhood that are also being completely ignored for similar problems.  MY PROBLEM STILL EXISTS, DR HORTON HAS DONE NOTHING TO CORRECT THE REAL PROBLEM YET.
Regards,
[redacted]

In reference to the above complaint, we have been working in this home repairing the shower the last 2 days and will be wrapping up the repairs 1st of next week.   Thank you,   [redacted] Customer Service Manager- Carolinas Division [redacted]...

**  [redacted]

Mr. [redacted]
* I am extremely sorry that your transaction here at DR Horton/Express Houston has gone the way it did.  We strive every day to do the right thing………..but I know we failed in your situation.   Please accept this as my apology for not meeting your needs and delivering you the home you dreamed about!   If you feel there is specific feedback on your home that you could give me that I can take into advisement to make things better going forward, I would love to hear from you.  This is definitely only if you feel comfortable.  My email address i[redacted]   Thank you for your time.   [redacted] Director of Sales-Houston North Division

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]

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] My home address is:8685 Baymeadows Rd EApt 935Jacksonville, Fl 32256

I have spoken to Mr. [redacted] in regards to the questions about his home.  Also, I have sent him a letter from the Engineer explaining why noises can occur in a home of his age.  DR Horton will continue to honor our warranties and are confident that his concerns should be considered normal.  Let me know if you have any questions or desire any additional information.  Thank you for you time. Mike     Mike L[redacted] DR Horton-Phoenix Vice President of Construction

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

Our local warranty representative is reaching out to the homeowner to look at the flooring complaints and to schedule the vanity and tub top repairs.  This should happen today.  We will address the floor issues upon his inspection.   Thank you,   [redacted]...

[redacted]

Good Afternoon   I am writing in reference to the attached complaint.     I met with Mr. and Mrs[redacted] yesterday and reviewed the items they listed in the complaint.       We opened work orders for the items that were warrantable and scheduled...

the shrubs to be reinstalled for them today.     I will be there to insure they were installed properly tomorrow and will be sure there service is completed in a timely manner.     I reviewed there warranty manuals with them and showed them how to best maintain their home and how to handle any emergencies that could arise.   Thank you [redacted] Customer Service Area Manager DR Horton Homes America’s Builder [redacted]

Dear Ms. [redacted]Please accept this correspondence as D.R. Horton, Inc.’s follow up reply to the Revdex.comwith regard to the above-referenced complaint.We are currently in the process of addressing our homeowner’s concerns. We are committed to completethe homeowner’s repairs. Our assigned DR Horton Representative will be present during repairs, everynecessary step has been taken to ensure repairs are complete professionally. The following repairs areschedule to take place next week.? September 8th movers for furniture. Begin demolition of wood floor. Carpet pull for floor pop inupstairs hallway leading to bedroom 3. Carpet stretch in master bath to closet form tile floorrepair. Buffing chips in sink (upper) bath (lower) drywall in master bath? September 9th finish any floor demo needed. Begin laying new floor? September 10th finish laying new floor. Complete inspection of work? September 11th Move furniture backSince this is still at work in progress I will provide an update once all the concerns have been fullyaddressed.

Mrs. [redacted] purchased a townhome and closed last month. Post-closing, her and her husband changed out the majority of their flooring to hardwood on the main floor, and also installed their own washing machine on the second floor. The washing machine was not purchased through DR Horton, nor installed...

by DR Horton. Though this is an unfortunate mistake, damages would need to go through their homeowner insurance policy. When they installed their washing machine, they did not connect to the drain line provided and caused flooding to their main level.   Thank you,   [redacted] Construction Area Manager

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 painters came out on Friday September 11th to paint the areas.  However the painters failed to complete the job.  When asked to touch-up the areas that were repaired, they denied and insisted they were provided specific instructions on what areas to paint and replied with, “If you want those areas painted, you touch it up yourself.”  This is totally unacceptable and very unprofessional considering there were repairs performed in those areas which needed to be repainted.  I accept the business’s response, but the provided response needs to be adhered to as indicated and it has not.  The response indicated two coats will be applied and on Friday September 11th only one coat of paint was applied and the other areas not painted at all.  This job is still pending and has not been resolved as indicated in their response.  I am expecting the repaired area(s) entire wall(s) to be repainted with the paint color provided (as close of a match as possible) with two coats of paint.   Thanks, [redacted]
Regards,
[redacted]

Per the Customer Service Manager of the San Antonio Division. I believe the plumbing work was covered by the plumbing contractor warranty. As fort the timeline to repair. The plumbing contractor set the schedule to repair and DRH warranty was not involved in the repair. It is my understanding the repair did take sometime to complete.

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. How ever I do find it disappointing that I had to go to the extent of having to report them in order to have my issue expedited.
Regards,
[redacted]

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.
DR Horton did replace the counter top on Friday as scheduled.  This complaint is resolved although I’m sure there will be more from this group.  They are very difficult and aren’t very customer-friendly.  Thanks for your help.Regards, 
[redacted]

DR Horton recently met with the homeowners.  We have addressed each of the concerns. We are currently working to resolve his issues.   [redacted] Construction Manager [redacted]