D.R. Horton America's Builder

Please accept this correspondence as D.R. Horton, lnc.'s ("Horton") response to the BetterBusiness Bureau ("Revdex.com") with regard to the above-referenced complaint.l spoke with Ms. [redacted] about this situation. She has agree to allow an independent HV ACcompany to inspect the unit. The inspection is...

scheduled for Tuesday, June 23, 2015 at noon.Once we receive the inspection report we will discuss the frodings with Ms. [redacted] anddetermine the best course of action.Thank you for giving D.R. Horton the opportunity to respond to this complaint.

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 the response that I had received:
D.R. Horton asked the supply company of the entry doors used in the [redacted], to inspect the door at Mr. [redacted] home. After visual inspection, [redacted] is willing to provide us with a new door and as a courtesy, D.R. Horton informed [redacted] that we would have the new door stained according to [redacted] architectural requirements, and delivered for install to [redacted]
Please advise who do I need to contact to get the process started. Also will DRHorton and/or [redacted] handle the install? Or will I have to pay for that? Who do I need to contact to provide the stain instructions, etc.
Please contact me at [redacted]
Regards,
[redacted]

We appreciate the opportunity to work with the customer to address their remaining concerns. We met with them on Friday 1/5 and are actively working to resolve the remaining open items.

[redacted] has contacted [redacted] to schedule a visit to the home to inspect the flashing and garage door.

Item #1 – Garage door Warranty Manager inspected the garage door cedar panels again today, December 6, 2016 and found no unusual cracking or splitting of the cedar used in the panels. He took pictures for documentation. No offer for any type of repair is being made for the garage door. It is recommended that the homeowner seal and or stain this door every year to maintain the wood. Items #2 – Roof flashing We do not show receiving another request for a roof/flashing leak since July 2016. Our records indicate that issue was addressed and completed in August 2016. If agreeable we will gladly have our roofing contractor go and inspect the roof/flashing and any damage possibly caused by a leak in the flashing.

D.R. Horton has had several inspections done on the floor, as well as a 3rd party inspector, and we are willing to make the recommended repairs per the inspector’s report pending customer's approval. Attached is recent communication sent to the customer via attorney.

We contacted [redacted] and spoke with him regarding his concerns. We agree that the concrete cracks and the concrete patches need to be addressed and we will be replacing the driveway. The concrete is scheduled for repair and replacement starting 9/19/2017. The driveway will also be compacted...

before replacement. [redacted] will oversee the driveway replacement, and we will be keeping [redacted] aware of the appointment dates and times via e-mail.

We are in communication with the homeowner and followed up with her this morning. Our warranty technician visited the customer's home last Friday, and the plumber corrected the leak and has a remediation company scheduled with the customer for Saturday. We will follow up with her to ensure all went...

well and discuss scheduling the remaining items that need to be addressed at the homeowner's convenience.

Complaint: [redacted]
I am...

rejecting this response because:
Regards,as I explained this has been a problem that was going on for years but was not visible as the water was seeping under aluminum wrap and vinyl siding and was not visualized until the header started to rot and weaken after sitting in the water.This is a strict alternative deficit on both our house and other neighbors hoses that DRHoton has to have been aware of. Please respond
[redacted]

Unfortunately the sod is no longer covered under warranty. While we weren’t able to assist with the re-sodding for their yard, as a courtesy to the customer, we offered yard fumigation.

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 reason why I am rejecting the business response is because the solution made the problem worse. The issue is worse because there is now a ditch that is filled with water and the drain covers are also full instead of draining. It caused more of a flooding issue. The side and backyard of the house is also flooded now. The landscaping was not layed evenly and reduces the property value. The grass is layed in patches. The yard no longer has the professional finished look that it once had. I have attached some photos of the issues I am talking about.
Regards,
[redacted]

At time of close there were no issues noted with the hardwood floors.  The home was not kept as a conditioned space for several months which can lead to issues with hardwood floors.  The floors have been inspected by the flooring manufacturer and they have denied the claim as a product...

issue.  The replacement has been denied due to the above items.   Thank you,   Pam W[redacted] Customer Service Manager- Carolinas Division

The Home Owners are willing to Compromise.We do not want the bent up window that was delivered by [redacted]A brand new window should be ordered and delivered the correct way with protective covering and with an up to date warranty from the window manufacturer.Also, no bricks are to be removed from the front of the house. We do not want the front of the house disturbed we have had to professional estimated from two different companies. Both companies can replace window without removing a brick(s).  If these other companies can install window without disturbing the front of the house, DR Horton should be able to do the same.There is also the warranty issue of the siding along the back of the house upstairs near another window that needs to be replaced.If DR Horton agrees to:- a brand new window being ordered with a brand new warranty in writing .- no brick removal or disturbance to the front of the house, and- the siding replaced in the back of the house,We can all move forward.We have enclosed a picture of how a brand new window should look like when delivered.Our main concern is having the window replaced correctly this time and no other disturbances to the rest of the house, these are our terms.Please respond through the Revdex.com if DR Horton is ready to resolve this ongoing issue(s).

I am writing you in response to Mr. [redacted] complaint on 6/29/15 concerning his $400 earnest money deposit.  DR Horton retained his earnest money deposit for his contract ratified on 1/03/2015.  The property is located in our Vandercroft community at [redacted]...

[redacted]   After review of his contract, it was determined that his earnest money was retained due to non-performance.  However, at the time it was communicated to the office, the customer was going to continue to work towards purchasing a new [redacted] or DR Horton home in the Fayetteville area.  Our normal policy would have been to retrain the earnest money, however; DR Horton agreed to give the customer a year to purchase their new home and we would transfer their full earnest money to a new purchase agreement.    After further review, it has been determined that our internal processes of notifying the buyer in writing about retaining of earnest money was not followed.  For this reason, we apologize for any inconvenience this may have caused and will refund 100% of their earnest money.  A check request will be proceed today and their earnest money will check will be sent out over the next two weeks.   Sincerely,   [redacted]

All of the [redacted]'s concerns have been addressed. In reaching out to the customer yesterday, they confirmed everything was resolved.

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. Please note that the Home Inspection was conducted in March 2015 and the damage has gotten worse since then. Thanks! 
Regards,
[redacted]
[redacted]

In response to Revdex.com complaint [redacted] Director of Customer Service, [redacted] is scheduled to meet with the homeowner on Friday 4, 2015 to inspect the items in question.  A determination will be made and if any repairs are needed will be scheduled.   Thank you,      ...

[redacted] Customer Service Assistant/Warranty Coordinator D.R. HORTON America’s Builder

We have spoken with the homeowner on several occasions within the last week.  She confirmed that there are no matters on her home requiring repair.  Her remaining concerns relate to past events – communications during construction process and timing of closing relative to expectations.  We are unable to change this past issues but have concentrated on addressing current concerns to provide this homeowner with the best customer service and satisfaction possible going forward.    Thank You,     [redacted] Customer Service Manager DR Horton, Birmingham [redacted]

We appreciate the customer reaching out to us regarding their concerns. We have confirmed the division warranty department has been in communication with the homeowner and received their list of items last Friday. The service request has been processed and a service manager will be contacting the...

homeowner this week to schedule an appointment.

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.While the response is true, and I appreciate the efforts being made, this is the third time the repairs were promised to be completed. I can't withdraw this complaint until the repairs are actually completed. I have some concern the floors will be repaired properly and there are follow on repairs to be completed even after that (baseboard replacement, caulking, and paint touch ups, replacing the toilet in the powder room over the replaced floors...).Warren, the construction manager, was certainly the most professional DR Horton representative I've encountered; and this response does not reflect on his efforts. I just can't see why I should acknowledge this as resolved when I'm actually in the same situation I have been.
Regards,
[redacted]