D.R. Horton America's Builder

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.

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]

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”

Mr. [redacted] is mixing complaints about his mortgage application with his lender, DHI Mortgage,   with  DR Horton the homebuilder.   We at DR Horton, the homebuilder, just received word o* Mr. [redacted] loan being denied and are awaiting a denial letter *rom the lender. Upon receipt...

we have *ull intent o* re*unding Mr. [redacted] $1500 , as we have told him we will do.  It will take up to 2 weeks *or the re*und to be issued. We will expedite it as quickly as possible.   DR Horton the homebuilder does not have details on why Mr. [redacted] loan was denied but certainly i* his loan was approved, we would live up to the written agreement with him.   Thank you,               [redacted] Sales Manager-North *lorida

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]

Complaint: [redacted]
I am rejecting this response because: I want resolution warranty and their maintenance reps has been working on my refund and fixing my yard for months now. They refuse to connect me about...

my lawn issues or my refund. I refuse to wait any longer. I am tired of following their proctols and getting disregarded. 
Regards,
[redacted]

In response to Revdex.com Complaint [redacted] DR Horton is awaiting response from Homeowner. Homeowner has been offered to complete items with Field Construction Supervisor and/or the Warranty Technician and has not be in contact to schedule appointments as such.   Thank you, [redacted] Customer Service Assistant/Warranty Coordinator D.R. HORTON America’s Builder

Response to Revdex.com Complaint [redacted]   Several managers met with Mr. [redacted], they addressed all his concerns regarding the [redacted].  Mr. [redacted] was satisfied with the information and answers we provided.  Mr. [redacted] also stated he would retract any negative comments he submitted...

to the Revdex.com, we consider this matter resolved.   Thank you,   [redacted] DR Horton

Mr. [redacted] and I have spoken and I am going to have a street sweeper scheduled weekly at this subdivision, all trash along his street will be picked up immediately, and we are going to have an employee police the street daily to sweep any loose debris (nails) and pick up any trash.  He agreed...

that this is will satisfy his complaint.  Please let me know if I can further assist with this complaint.   Thanks, [redacted]

We have been unable to inspect the inside of her home as she has been out of town.  My understanding is she is scheduled to return on 8/17/16.  We will schedule an appointment to inspect her interior items at that time.  We have already made arrangements to work on the exterior...

items, with the following schedule:   1. Exterior rail work  schedule for Tuesday, 8/16.   2. Settlement issue at areaway is being addressed today, 8/15.   Please let me know if you need further information.   Sincerely,   [redacted] Area Construction Manager Capital Division

We had talked with Ms. [redacted] on Friday 09/18/15 and submitted the work order that day.  We also talked to Ms. [redacted] on Friday 10/02/15 assuring her it will be handled.  It is scheduled to be removed tomorrow 10/07/15.  I will confirm with Ms. [redacted] that it has been removed.  ...

Thank You,     [redacted] Customer Service Manager DR Horton, Birmingham [redacted]

Complaint: [redacted]
I am rejecting this response because:  Of course after all...

these months of trying to reach someone we only get a call back once we file a complaint.  A manager is supposed to call us back today with an update on the refund so we will see if there is follow through.  We will accept the response once follow up has been made and refund has been issued.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I appreciate that action is finally being taken. However, I do not want to close the case until the issue is fully resolved. I am happy with the meeting on November 1st,  but there are several things not fixed at this time. Thank you. 
Regards,
[redacted]

Response for Revdex.com:   I apologize for any misunderstanding in this transaction with the [redacted].   When buyers entered into contract on 4/23/16 in Reserve at Klein, they signed the contract electronically.  Once contract is signed electronically, buyer receives the signed...

contract electronically in their personal email.  If any buyer ever requests a hard copy, we are more than happy to print one for them.     When buyers 1st prequalified with [redacted], they were notified that they would need to enter into [redacted] Homebuyer Credit Assistance (HBC) for 60 days in order to get their credit score up in order to purchase the home they were on contract for.  After further investigation into their credit situation[redacted] recommended that buyer needed to have more time in the HBC program….could take up to 6 months.    [redacted] notified buyer of situation.   Buyer then contacted [redacted] on May 13th, using profanity and screaming on a voicemail message stating they wanted to cancel and wanted their money back.  At that time [redacted] uploaded the cancellation form that was in turn electronically sent to buyer (please see attached).  To date, the termination has not been signed. We prefer buyers signature on cancellation of a legal binding contract.   Also, per the attached termination form, it states refunds could take up to 6-8 weeks.   I’m sorry the agreement did not go as planned.  We would love the [redacted]’s to be able to purchase a home from DR Horton and to be happy!   I will use this Revdex.com complaint as proof of termination and expedite refund of their earnest money.   Please let me know if you need anything further from me.         Director of Sales-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.The information DR Horton is requesting was provided to Jordan who delivered it to [redacted] in OCTOBER 2015.  DR Horton had had plenty of time to review this information.  I would be more than happy to supply this information a second time if DR Horton will also reimburse the cost of supplying this information a second time as they have misplaced the first copy provided them.  The fees are as follows - $.575 per mile driven to pick up previous bills, $1 for explanation of print out for second time, and $8 per hour it takes to handle this matter.  Repeatly asking for information that is trashed or disregarded by employees of DR Horton is considered bullying.  If it was important enough to ask for it a second time, it shouldn't have been treated like trash the first time.
Regards,
[redacted]

We appreciate the customer reaching out regarding their concerns and for their patience in bringing this matter to a resolution. We have confirmed via communication with the local warranty department that they have been in communication with the customer this week and the necessary repair work is...

being performed.

Response for Revdex.com Complaint ID# [redacted]   This home was used as a vignette showcase home for a year before being sold and no problems were ever noted with the wood floor and no problems were noted when the new homeowner moved in. We have made contact with this homeowner numerous times to...

discuss the wood floor issue. It was first inspected by the flooring company, I’m not sure of the date, and then I asked to have an independent 3rd party inspection of the floor conducted which was performed April 20, 2016. The findings were higher than normal moisture and humidity levels in the home and in the floor. There was no defect found with the installation of the product or with the product itself. A copy of this inspection report was provided to the homeowner in late April 2016.   Summary of the report was that the high humidity and moisture levels are site related. Therefore we must deny warranty coverage for the wood flooring.   Sincerely,   [redacted] Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. That is false. I was stood up on several attempts to fix anything. My home still remains with several damages. Please see attachments because I’ve been told several times someone would come and never show up. On top of me taking off of work. Very unprofessional.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the landscaper did a terrible job at resolving my...

drainage issue I have attached some pictures to show the crappy job that he did the landscaper just dug a ditch down the middle of my back yard and on the sides and also let the hole going out the back.  The whole job just looks terrible  landscaper and I am very unsatisfied. Landscaper put grass over the ditch.I do believe that this job is not resolving the drainage issue and now my yard is ruined. The landscaper just wanted to get the work done just to get rid of me or to get rid of the issue. The drainage issue could have been resolved by putting a drainage system underground instead of digging a ditch and putting grass over I believe that the digging the ditch did not resolve the issue it just made it wores. It's sloppy work all around.
Regards,
[redacted]

We have met with the customer and Horton is currently waiting to schedule warrantable repairs due to the customers schedule.   Billy [redacted]