D.R. Horton America's Builder

Our response is “After several attempts to negotiate with the [redacted], we refunded their deposits in full.”     [redacted] Division President – Utah D.R. HORTON, “America's Builder”

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 houses built in picket fences may have been built to code involving drainage and run off for those particular homesites, however D.R. Horton did not consider the damage that would be caused to adjacent properties. The grading of properties and homesites Chanel's water directly to my property with no mitigation efforts made. This was brought to D.R. Horton rep in May of 2013.  I have contacted the Town of Port Royal to inspect and would request that D.R. Horton just follow through with what I was promised. Install a French Draim to mitigate the water run off the from the homes that they built.
Regards,
[redacted]

I have not agreed the repairs were completed, no inspection of the fence was completed. I have shown proof the drainage is not working correctly. these are false statements made by the organization!!!

Our customer service rep is attempting to contact for access to the home.

Please allow this to respond to the complaint referenced above.  D.R. Horton contends that at the time the Home Purchase Agreement was signed by Ms. [redacted] she was self-employed.  She advised that she lost a client, but she has not lost her job.  Accordingly, pursuant to the...

Agreement she does not qualify for a refund.     D.R. Horton has offered to cancel the current Agreement and provide an additional 12 months and apply her deposit to another property so that she can continue to grow her business.  We continue to build the home of her unique specifications and taste.  It is because of these specifications that D.R. Horton secured the deposit in the event a customer is unable to close and changes need to be made to the home to suit another customer’s tastes.     Thank you,   [redacted] D.R. Horton, Inc. America's Builder Corporate Customer Service Assistant Revdex.com[redacted]
[redacted] 
[redacted]  **  [redacted]
 
 
Dear [redacted]
As a service to your business, this letter is in regards to a consumer complaint submitted to the Revdex.com about your business on 8/24/2016 by Melissa Vaccaro and assigned complaint ID [redacted]
Your customer has rejected the business' response.  For your convenience, a copy of the customer's response is below.  To expedite this matter, please respond back to the Revdex.com within 8 days of receiving this notice.
In the Revdex.com's experience, the following tips often help foster trust in a business:
     *         Acknowledge customer concerns
     *         State the facts as you see them and avoid emotion
     *         Explain the actions you have taken to resolve concerns      
Please understand that the customer's dispute and your response could 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 information that personally identifies your customer.  By submitting your response, you are representing that it is a truthful account of your experience with this customer.  The Revdex.com may redact the dispute of your response 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 p.m. or by email at [redacted]
Regards,
[redacted]
Dispute Resolution, Ad Review
[redacted]
MESSAGE:
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.
  In response to DR Horton:   Thank you for responding, however, it seems you don't have all the information.   Yes, I am self employed and lost 70% of my income which I would be happy to send documentation and financial's to prove.  Based on my dramatic decrease in income YOUR mortgage company, DHI,  issued a denial for the mortgage--which is when I requested a refund. Please see attached denial from YOUR MORTGAGE company.  I have subsequently tried to get a loan thru my own bank to try and salvage this purchase, however my debt to equity ratios with the 70% decrease in come makes me unable to qualify and I have a denial from them as well that I would be happy to provide.  My contract contains a financing contingency under Section 2b which entitles me to a refund.  Your sales agents have claimed, in essence, that the contingency is satisfied and waived once a conditional loan commitment letter is issued.  However, this is flatly false under the terms of the contract. Florida law requires such waiver to be expressly stated in writing and no such waiver is enumerated in your contract.  Further as the drafter of the document, all deficiencies and issues of vagueness will be construed against DR Horton.  Your companies 2015 annual report states:         Our sales contracts include a financing contingency which permits customers to cancel and receive a refund of their        deposit if they can't obtain mortgage financing at prevailing or specified interest rates within a specified period.   This statement does NOT state that the person must not be able to get a Loan Commitment Letter--rather it is contingent on obtaining mortgage financing.  Nowhere in the contract does the contingency on financing state it is waived upon obtaining a qualified loan commitment letter.  Such a clause would, if included, render meaningless section 2.b (3), which assumes the financing contingency continues to exist after the provision of a Loan Commitment Letter.   Your local sales office is currently in violation of the law, as well as DR Horton Inc's fiduciary duties as an escrow agent under Contract and Florida Law.   I intend to refer the matter for prosecution by the Office of the Attorney General of Florida as a fraudulent and deceitful business practice in violation of Florida statutes 501.201, et seq, and seek imposition of civil penalties of $10,000 per incident against DR Horton Inc, as well as against Mr. [redacted] and Mr. [redacted] pursuant to Florida statues 501.2075, which allows for personal liability for fraudulent and deceptive trade practices.   In regards to your comments that the home being built to my specifications--I purchased the home already permitted so all structural items were already chosen and I had ZERO ability to make those changes.   Respectfully, this loss of employment occurred PRIOR to the foundation of the house even being poured and I contacted you and your mortgage company IMMEDIATELY so you wouldn't move forward, however you chose to even after receiving a [redacted] from your own mortgage company.   I advised you when I notified you that I would be UNABLE to move forward on the purchase and to STOP the building process so you could resell to someone else and had the lengthy conversation with my salesman [redacted] and to his supervisor [redacted]  Purchasing another house in the next 12 months is NOT a possibility, and find it completely unrealistic I am not entitled to a refund even though your own mortgage company denied me for a loan--this qualifies me for a refund under your contract.   Further, I have hired an attorney to help me with this matter and he has been ignored and put off by your legal department at every turn, including not returning calls, faxes, or any other notifications.  I have also filed with the State of Florida, Twelfth Judicial Circuit Court  in Manatee County, where the construction is being done, case number CDS [redacted] which your presence has been requested for mediation and have been informed that DR Horton ignored all mailed correspondence and not returning the courts repeated calls to confirm or decline your appearance.      I can't imagine that a National Builder like DR Horton could be so negligent and unwilling to discuss this matter either with my attorney or attend the court requested mediation.  DR Horton claims to treats its customers fairly and honestly, and I would like to give you the opportunity to show that to be the case. And I encourage your office to take appropriate steps to remedy this issue before circumstances escalate further.
Regards,
[redacted]

In response to Revdex.com Complaint [redacted]: homeowners request was completed on 05/10/16- please see attached pictures. Thank you,     D.R. HORTON America’s Builder

homeowner was not promised architectural shingles and the house was constructed per the contract.

The posted complaint is of an agreed non-warranty issue. The landscaping, including trees, shrubs, grass and flowers are not covered by any warranty. As a service we went above and beyond the limited warranty and paid for a soil and over-seeding for this homeowner 1 and a half years after homeowner settled on the home. Maintenance of grass, landscaping and grading is the sole responsibility of the homeowner. We offer no further action for non-warrantable items.   Thank you, [redacted] DR Horton - America's Builder! [redacted]

Response to complaint ID#[redacted]   I have talked with this customer and am emailing  her a report from the manufacturer that there are no manufacturer or install defects with the carpet in her master bedroom.  Seams can be visible.   Thanks [redacted]

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 Mr. [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 that Mr. & Mrs. [redacted] successfully closed on this property on or about May 7, 2013. Mr. [redacted] has previously contacted the division regarding the windows in his home through a customer service request. As a result the division is in direct communication with Mr. [redacted] in order to move towards resolution of his request.I appreciate the Revdex.com providing me with an opportunity to respond to Mr. [redacted]’s complaint and its attention to this matter.

Please accept this correspondence as D.R. Horton's reply to the Revdex.com with regard tothe above referenced complaint.We will add drains to the right side of the yard and replace the dead/damaged sod that is in question.Our customer service rep [redacted] is contacting Mr. [redacted]...

today to schedule the work.

D.R. Horton agreed to replace the section of the ceiling where the leak occurred and the appointment was to repair the seams in the ceiling. The seams were a non-warranty item and were repaired as a courtesy to the customer. For further sheetrock issues, the customer will need to contact RWC.

I meet with the customer yesterday 7/7/16 and inspected the issue. We are making plans now to address the issue 100%.

We do not doubt the credibility of the plumbers you hired to inspect your hot water heater, but they donot appear to be familiar with the system installed in your unit. In fact, it is our recollection that one ofyour plumbers needed to speak with our warranty department to be educated on how the hot...

waterheater and air handler in your unit functioned. At that time we suggested that you retain a plumberfamiliar with the system before any repairs or modifications were made. Simply put, you already havethe combo heater unit you claim we should have installed.Your unit has a First Company Aquatherm "Combo Heater" connected to a Bradford White hot waterheater. Both were properly designed and installed. The system is designed to cycle the water within thehot water heater so that it does not remain stagnant in the pipes. This cycling has the added benefit ofprolonging the life of your hot water heater.Furthermore, our assumption is that one of your plumbers told you that the installation of a standardwater heater was inappropriate. However, that is not the case. According to the product descriptionavailable from First Company's website: "When a First Co. Aquatherm "Combo Heater" (air handler) isconnected to an adequately sized natural gas, LP or oil fired water heater, the water heater becomes adual function appliance that can provide comfortable, efficient space heating as well as hot water fordomestic use." First Co. site also states that "Any water heater sized large enough to accomplish bothfunctions (space and water heating) will work ... no special water heater is needed!" (emphasis added)Thus, despite the assertion to the contrary, it is appropriate for one hot water tank to provide heat anddomestic water. That is how the system is designed to function. Accordingly, we will not be reimbursingyou for the costs to replace and install your hot water heater.Should you have any further questions, please do not hesitate to contact us.Thank you,[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.DR Horton's representative has only offered to once again inspect the issues, an action that has been taken multiple times before and that was declined as unnecessary by the warranty representative at our last visit.  Now that the business has been caught refusing to pay their subs to take the time to do the work in a quality way, their offer is to look at and consider doing the work.  The building supervisor has made it clear in his emails that they will not commit to doing the work.  It is true that I took a few days to respond to his most recent email.  This was necessary to arrange for our next courses of action should the business continue to waste our time and/or refuse to fulfill their obligation to complete the work.  I am working to set up a meeting with the building supervisor and warranty representative, as the building supervisor has threatened to simply close the work order unless that step is taken.  DR Horton's threats and strong-arm tactics do not support that they actually care about rectifying the situation.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. As of today 08/09/2017 we're awaiting response regarding the final outcome of builder [redacted]. Thanks.
Regards,
[redacted]

A warranty representative will be in contact with the homeowner by Wednesday to schedule an appointment.

Please accept this correspondence as D.R. Horton's reply to the Revdex.com withregard to the above referenced complaint.We located the issue, a plumbing fitting lodged inside a plumbing pipe under the kitchen floor.We are breaking out the tile and concrete to remove the fitting and the...

section of pipe and willreplace the section of pipe and the concrete and tile and then we will clean the house. Weatherpermitting, the work should be completed by the end of this week, 1/29/16.

We have been in communication with the customer and repairs are scheduled for May 22.

We are in communication with the homeowner and vendors are scheduled to visit their home on the 15th to discuss warrantable repairs for his home. Per our conversation, a shower door will be installed.