D.R. Horton America's Builder

Our Customer Service Manager, [redacted], met with the homeowner along with a representative from [redacted].  Being that the homeowner proceeded with repairs prior to reaching out to us for assistance we can’t fully determine what the issues were.  Therefore we reviewed the invoice...

from Mr. Sparky, and the work that was noted as being done was estimated to cost $1,000 through our contractor [redacted]. We offered to reimburse the homeowners our cost of $1,000 as well as adding ceiling fans throughout the home as a goodwill gesture.

Ms. [redacted] I have investigated the complaint regarding a water leak that flooded your laundry.  What I have found is the following;   1)      We received notice on 01/27/16 from you indicating a water leak in your laundry room. 2)      We...

sent [redacted] out on that day to check the water leak and they did not find a plumbing leak. 3)      [redacted] said when they arrived, water was spraying all over the area from the washing machine water line.  They said whoever installed the washing machine cross threaded the water line. 4)      We also had sent [redacted] out to the house and when they got there, holes in the drywall from another vendor had been cut to remove the water.  Nothing was done. 5)      DR Horton does not have any record of any other water leaks or water damage on 01/08/16 or anything after that date up to 01/27/16.  The only warranty requests after 01/27/16 were regarding the garage door.   After a discussion with management and this information, we do not believe the cause of the water leak was the responsibility of DR Horton but of the person(s) who installed the washing machine.  The RWC Limited Warranty in Section II.E.1g specifically excludes,  “Loss or damage caused by materials or work supplied by anyone other than your builder or its employees, agents or subcontractors.”.    Thank You,     [redacted] Customer Service Manager [redacted]

An area warranty manager is actively working with the customer regarding their concern.

We have met with the buyer and will be repairing the deck.

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]
several items were adjusted  today which  pleases  me but  not  everything ....the power wash  of the  siding didnt  work because  the labor crew ( painters  I assume ) have  splashed  something  onto the siding that will not  power wash away----this will need to be re-painted........and  the power wash person could not remove the substances  on the  bricks and  the power wash person said  the  brick people will have to use a wire brush  to  remedy  this...........so in essence  the power wash person is thru  BUT  he couldnt accomplish 2 of the 3 areas of concern  so  that  item is still open and  Horton will have to scheduled re-painting and  a brick person.........irrigation  people and  floor cleaning team are due  Monday afternoon............I have  not received word  about  the  painting of the siding and the  brick scrubbing yet  nor have  I been advised of their intents to remedy the standing water in the  back yard and side yard.

[redacted]   If you feel that you may have a Major Structural Defect you may file a claim with Residential Warranty Company. I have included instructions for filing a claim with the  warranty company that manages the 10 year structural warranty.   Your home has a 10 Year Written...

Limited Warranty provided by DR Horton and administered through Residential Warranty Company, “RWC”. The structural warranty for your home is in effect until 3/13/2019.  The Limited Warranty book provided by Residential Warranty Company outlines the Warranty and the Performance Standards for your home. If you feel that you may have a structural issue with your home and wish to file a claim you will need contact your third party warranty company, Residential Warranty Company (“RWC”).  Your request must reference the Limited Warranty section and subsection under which you believe your item to be covered.  If you do not have a copy of the warranty booklet and/or the validation sticker you will need to contact RWC for them.   Your letter to RWC must be in writing and mailed via certified mail, return receipt requested, to Residential Warranty Company, Attn: Warranty Resolution Department, [redacted]  Make sure to include your name, address, daytime phone number and the reason for your request. If you have additional questions please contact RWC at [redacted]   Sincerely,   [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. Our Customer ServiceManager, [redacted] recently met with the homeowner on...

Thursday, August 27th to discuss the continuedconcerns. Mr. [redacted] has and will continue be in contact with the homeowner throughout the process untilcompletion of the repairs. An update will be sent once we have completed addressing all concerns.Should you have any further questions, please feel free to contact us.

A Service Manager met with the homeowner yesterday.Thanks,[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.
This is no response to all of all my time wasted and the awful craftsmanship.  The builder is completely unacceptable.  There are several issues.  If anyone read my letter it clearly stated everything.  When am I going to get compensated for all my time off work to deal the incompetence and carelessness.  There still are holes in ceiling lanai.  Paint all over lanai glass door.  Cracked tile.  Cracks in ceiling.  Hurricane bolts cemented in ,unaccessable.  Bathroom counters carelessly scratched deep.  This is all more awful issues not even dealt with yet.  I have spent countless hours of my time and still have tons of issues.  When do I get compensated and stuff resolved.   There response was not even answering and concerns.  The only issue somewhat addressed was they are gonna finally fix the incorrectly installed microwave.  After taking it in and out three time ruining the cabinets they finally understood.  They are installing microwaves so that owners can't even change the filters in them.  Unbelievable,  besides steaming all over the above cabinets.I want answers from them.  No one seems to care.  The company so big no one cares anymore is my guess.  This was the worst choice I ever made.   Many of the other owners agree and have tons of issues too.    
Regards,
[redacted]

I have reached out to Ms[redacted] today for an appt with us and [redacted] on Thursday, September 3rd.  I am waiting her confirmation for the appt.   [redacted] had to replace her floors right after she moved into the home, and now it appears that the glue has failed on...

her new floors.  [redacted] has offered to upgrade her flooring at no cost to her of course for her inconveniences.   We are trying to schedule this appt in hopes to bring closure to her issue regarding her floors.   Her and her neighbor have experienced the same problem, she is wanting the meeting to be with them together.  We have proposed for the meeting regarding her home to take place at her home so everyone involved can assess the issue she is having.   Thanks [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10985873, and have determined that this does not resolve my dispute.
As has been a historic trait of emerald homes, the response is false.  Garage door is still damaged and requires 2 replacement panels for past 4 months, walk thru item.  The driveway continues to have large multi inch wide cracks where the concrete was improperly poured around drainage tube.  The concrete driveway continues to have several low spots that collect and retain 8 inches of water that do not drain, requires person to have rubber boots to avoid soaking feet when exiting auto's.  Finally, the home still continues to have flooding of all shrub areas, with over a foot of water covering the patio and damaging the concrete and bricking of the home.  Many of the small no cost items of touching up paint and replacement of chipped tiles have been repaired within last two weeks, items of any cost or effort to repair have not been repaired!
Regards,
[redacted]

The customer is encouraged to submit their 11-month warranty repair request via the warranty system if any unresolved items remain.

We are currently working on a drainage issue for this development and have informed the homeowner that the repair is slated at a developer level for this month.  Upon completion of the drainage swale, we will be making repairs to customer lots and landscape.   Thank you,   [redacted]...

[redacted]

Complaint: [redacted]
I am rejecting this response because:  Lame response from business! Hopefully our complaint can deter present and future customers from closing on their homes prior to trusting their dishonest employees who lack integrity.  If we can get at least one potential customer to reconsider their purchase or delaying their purchase we will be satisfied.  Hopefully this will cause the business to lose much more money than they would have had to use to repair our our lawn and replace our dead sod/tree and shrubs.  At this stage we would not recommend business to friends or associates due to our issues with landscaping and poor resolution efforts.  I have been attempting to do the repairs on my own and have found the following items under the dead sod ( metal pipes, bottles, bricks, wooden 2x4's and large rocks over six inches in length. by.  Our displeasure will be emphaticacally highlighted on our customer satisfaction survey. Thank you for the opportunity to respond and post our dissatisfaction.
Regards,
[redacted]

Our Warranty tech is working with the customer to resolve these issues. H/o agreed they need to level off 4 square ft of the additional bark they added (grading issue), also they agreed to add gutter/down spout in this corner to better direct water which was the major issue here. We have also...

scheduled appointments with the customer for a stucco and paint issue not mentioned here that we will be taking care of. We consider this matter closed.   [redacted]

·       One of the three claims we received from was declined as not warrantable, which was regarding the cracks & gouges in the driveway as they are not covered under the [redacted] limited warranty provided to the customer.  No mention of the driveway is listed on...

the final walk through list that was signed off by the customer.  A Construction Superintendent will be reaching out to the customer soon to inspect the driveway stain per their request. ·       A Work Order was sent to the electrician regarding the GFCI outlets in the kitchen who will schedule directly with the customer.  ·       No action will be taken on the sod as there is a 30-day warranty on new lawns per the warranty agreement.

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 has requested to repair or replace the effected window as per the warranty agreement"The original window that was installed can not be replaced, it needs to be replaced.We were told by DR Horton that they "only" deal with [redacted] Windows.The situation with [redacted] has already been explained and in the original complaint.The window that was delivered by [redacted] is NOT acceptable nor is it protected with a warranty. No one from [redacted] has tried to reach out to the owners about the expired window warranty.The owners have given DR Horton TWO years to resolve this issue and to keep saying what can not be done is not any type of resolution.DR Horton is still not taking responsibility nor trying "resolve" anything.If [redacted] is the only window company that a big company like DR Horton has a "contract" with, then DR Horton is NOT offering a solution.
Regards,
[redacted]

In response to Revdex.com complaint [redacted] I was in contact with homeowner 9/16. A warranty claim has been made on the items at the request of the homeowner. DR Horton has scheduled an appointment to have these items repaired. Thank you,     [redacted] Customer Service Assistant/Warranty Coordinator 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. We received a check from the account of a furniture company we have never done business with. The check makes no reference to its purpose. Should the furniture company later decide the check was written for an unauthorized purpose and request their money back, we reserve the right to invoke arbitration against D R Horton, with whom we had a contract. We had no contract or other business dealings with the company that wrote the check.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First, I would have expected a phone call from [redacted]  This house is a a brand new house.  One of the major issues identified at least 45 days before moving in was to fix both of the guest shower/bath combos.  During inspection, the home inspector pointed out that the bath/shower units were not installed properly and could result in water damage.  I confirmed this with the manufacturer through phone conversations and pictures.  [redacted] had the plumbers come to the house to take a look.  They claimed that that is the normal and typical way that these units are installed.  According to the manufacturer, the gaps in the wall sections were 2-3 times larger than what their warranty and install spec allowed.  [redacted] called the plumber back and he adjusted the section, but still they were too far apart.  There was lots of back and forth between [redacted], the plumber and the manufacturer.  I was told it would all be fixed within the first week of moving in.  3- 3  1/2 months later, the manufacturer sent 2 reps, the plumber and plumber supervisor, and [redacted] met at the house.  The manufacturer confirmed that it was an improper install.  The wall came down, it was put together properly, then drywall and paint.  This was way out of hand and I felt that DR Horton should have fixed my new home instead of arguing with the plumber over who was going to pay for the fix. Other issues that I have had include, hardwood floor issues, that resulted in a repair where the worked ruined the carpet downstairs which had to be replaced.The insulation for the A/C lines was not done properly.  The work was scheduled.  The drywall people came to take the a wall down in a bedroom downstairs and upstairs.  These guys did not have a clue how to fix this and what to do, nor did they have the right materials.  Between [redacted] and myself, we fixed it according to the suggestions from the A/C guy.Then I had a roof leak in the Garage.  The siding guy found were it was leaking.  And the roofer and siding guy were to be there at the same time.  There was a miscommunication and this could not happen.  The siding guy told me how the roofer should fix it properly, but the siding guy would not be able to come back to put the siding on, but said the roofer should know how to do it.  The roofer came, and was not going to take the time to fix the roof according to the way the siding guy said it should be fixed, and he was overlapping the flashing in the wrong direction.  [redacted] came and set the roofer straight.  He was upset that [redacted] nor I would accept the fix he was going to make.  It was hot.  He finally fixed everything the right way, but could not figure out how to put the siding back.  I had to put it back for him.So back to this current fix...2 1/2 weeks after moving in, our master shower started to leak.  Since we did not have the other bathrooms fixed yet... it would be another 10 weeks before they were fixed, we had to result in taking a bath in the master bath tub.  That was the only way at the time to get clean.  Ridiculous!  I fought and fought to try to get this taken care of.  When the work was done on the other 2 bathrooms, I was told that the shower would be scheduled in a couple weeks.  About every week I checked with [redacted] about it.  and finally a couple months after they fixed the other bathrooms, when [redacted] told me the hold up was figuring out who was going to pay for it, I opened a case on Revdex.com.  Someone called to schedule the work a couple days later.  I should not have come to that.  Then when the work started I was told it would be completed during that week.  Delays and more delays and we are into week 2, and looking to complete everything at the start of week 3.   I do believe that once finished the shower will be in proper working order.  The drywall people are here now, and cannot communicate with me at all.  [redacted] told them what to do, and they did not do it.  I had to show them how to do what was requested, and I called [redacted] upset because these guys cannot communicate and they are not doing things properly.  I have not felt like I have a "complete" house still.. about living here more than 5 months.  And the fact that it has taken so long for DR Horton to fix some things that were known months before hand is unacceptable to me.  The contract I signed saying DR Horton would repair items in a timely manner is not happening.  For all of these reasons this is why I am requesting a warranty to be extended 5-6 months..from the time it should expire and the time it has taken DR Horton to fix these issues while leaving their customer and family without a full working house!This is unacceptable for customer service.  Do you realize the amount of time I have had to take off of working to support all of this and all of the frustrations and inconvenience behind not having a complete "new" house.   All of my issues are fully documented with pics, texts, etc.  When I tell someone the experience that we have had they cannot believe this is a new house and that the builder is treating us in this way.I have requested contact info from [redacted] for [redacted], still waiting to receive it.[redacted]    
Regards,
[redacted]