D.R. Horton America's Builder

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]

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]

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] There are many errors in D.R. Horton's account. And, despite the plumber having admitted the mistake and the builder telling us the plumbing company would be covering the repair costs, the builder is now not accepting responsibility nor allowing their subcontractor to accept responsibility.  We did indeed purchase a townhome from D.R. Horton and closed last month (June 9).  We changed the majority of our flooring on the main floor not to hardwood as the builder has stated but to CoretecPlus 7" luxury vinyl plank. Ms [redacted] was well aware this was not hardwood, because she stated she was impressed with the quality of the flooring and asked for the website because she was interested in this particular flooring for personal use. However, I am not sure what the change of flooring has to do with this issue. We did indeed install a washing machine not purchased by D.R. Horton, and we did not have D.R. Horton install the machine. However, the washing machine was installed in the first floor laundry room not the second floor as stated by the builder. Contrary to the builder's claim that the washing machine was not connected properly, the washing machine was correctly installed to the drain port provided - the only drain line available to us. There were two drain ports - one was capped, one was left uncapped. According to NC Plumbing Code, any pipe not connecting to the drain system must be capped. The washing machine was installed to the uncapped port. We never removed any cap.  Unfortunately the plumber had capped the incorrect port. The one left open was not connected to the drain system but instead was an open port that drained into the wall behind the washing machine. When the plumber came, he verified that the wrong port had been left open, said it was their mistake and stated that the plumbing company would cover our damages.  The following day Ms [redacted] visited the house, checked out the first floor washing machine and surveyed the damage to the first floor.  She never even went up the stairs to the second floor. She called later that day and confirmed what the plumber had told us - this was their mistake and they would cover the cost to restore the flooring to the state it was prior to the flooding. Two days later I received an email from Ms [redacted] stating that this was not their fault, we had misunderstood the plumber and that D.R. Horton would not cover the damage. I do not know why D.R. Horton will not allow the plumber to cover those costs - it would not cost the builder anything out of pocket. Sincerely,[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.Dented and damaged garage door panels not repaired as sub contractor was no show multiple times and now, after 6 months, still continues to not have replacement panels, two required.Landscaped areas now have all plants dead, and flooding continues over top of front patio, now damaging structure of house.Rear patio concrete has multiple cracks and covered with rusty nail stains as the builder never removed debris from build site and inside home.Driveway drain tube area has multiple large cracks and chunks of concrete falling off driveway.I work from home, no travel last two months, and comments from builder continue to be untruthful.  All new home buyers need to avoid Emerald or DR Horton built homes, very poor build quality and very untruthful, as observed in their response.  I have attached several pictures. 
Regards,
[redacted]

We have reviewed [redacted]’s complaint and have advised that there is not a design issue with the home.  The plan that he purchased has had changes throughout the years as a result of our continual process of enhacing our homes.  We would however, like to extend an offer to clean the...

stone and power wash the area that has been affected by algea growth as a one time courtesy goodwill gesture.

We are in communication with the homeowner and per her request, the only remaining item is replacement/order of a shelf, which is being delivered on the 23rd. Thanks, [redacted]

We have an appointment with Mrs[redacted] on 5/5/2016 at 4:00pm to resolve her complaint.   Thanks, [redacted]

Complaint: [redacted]
I am rejecting this response because:My refund from DR Horton is less than the agreed upon amount and my claim has not been handled as they claim. Here is my documentation of the issue. The original document was voided on the basis that it had been misfiled. We were asked to sign a second copy of the same document. We did so within 24 hours of their request. To date, we have received only $1000 of the money we were promised. Thanks,[redacted]
[redacted] 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: You are absolutely right, you did replace the section of the of the ceiling where the leak damaged the drywall. I should not see patches of sheetrock in my ceiling where you made the repairs. My ceiling was suppose to be restored to its original condition. I've attached photos of the current condition of my ceiling and anyone with eyes can clearly see my complaint. D R Horton made a mess of kitchen ceiling. I don't have any issues with the drywall I have issues with the quality of work performed in my home.  Furthermore repairing he seams was not a courtesy that's the way you left them and all the work is covered under my warranty.  All this resulted from your negligent workmanship that caused the flood in my kitchen to begin with.  If you didn't see a problem with the ceiling why have you sent workers out here about five times to repair it.  [redacted] the warrant supervisor came out here to inspect it and agreed himself that something needed to done about the ceiling and shouldn't have been left in that condition. However D R Horton once again has failed to meet their obligation. 
Regards,
[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. The mail box was not installed correctly from day one and the lid should not be coming off. When I moved into home I notice the rust and the faulty mailbox and notified DR Horton back in July 2015 and Aug 2015. This has been a year and this is not a customer issue but a builders issue.
Regards,
[redacted]

During the meeting in questions, we spoke about the fence, once they finished the re-sodding if the fence is touching the ground it would need to be raised. after they completion of the re-sodding, it is very clear that the fence is now touching the ground and needs to be adjusted. when I spoke with [redacted], he said they were not going to do anything with the fence, this is why I refused to pay for the gutters. As they are not completing the backyard, I dont want to piece meal this work. if they agree to complete the work as expected I will still adhere to paying for half the gutters.
Regards,
[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 [redacted] feels she has encountered while attempting to resolve her concerns.
I assure you...

that DRH strives to provide quality service.It is my understanding that [redacted]
successfully closed on this property on or about August 30, 2016. [redacted] has contacted the division regarding the passive radon system in
her home previously through a customer service request. As a result the
division is in communication with [redacted] in order to move towards
resolution of her requests.I appreciate the Revdex.com providing me with an
opportunity to respond to [redacted]’s complaint and its attention to this
matter.

At this time all structural concerns are completed and a proper plan has been in place since the meeting to resolve all additional concerns.

Good afternoon.  We have received the attached complaint from the [redacted] household.  Our response to the matter is summarized below:     On or about May 30, 2015, our contractor graded the homesite beside the [redacted] home.   Shortly thereafter, Mrs. [redacted] reached out to...

our office with a complaint about the water that was standing along the common property line.  After explaining that the water was standing due to a recent heavy rainfall and the sod not being laid, our Construction Manager agreed to have the grader come out again and rework the common boundary line before installing the sod on the neighboring homesite.   A few days later, the grader completed the work.  While doing so, he cut back the existing sod to a point that extended roughly 2-3’ beyond the property line in order to provide the best flow to the swale area.  Once the grade work was complete, sod was placed upon the recently graded areas.   Once complete, our Construction Manager visited the site to inspect the work and found that it met or exceeded industry standards.    As an effort to provide even better customer relations, we have agreed to rework the area again and will be doing so later this week.  At that point, we will consider the matter closed.             Thank you.

We were in communication with the customer yesterday and are working with them to address their concerns.

Complaint: [redacted]
I am rejecting this response because:
[redacted] has had plenty of time to resolve the issue and they have been silent. We need this fixed ASAP and contact from [redacted] made to us, not us to them.
Regards,
[redacted]

In reference to the above, we have instructed the roofing company to go back out to the home and inspect the flashing in this area.  We plan to have a representative onsite to make sure corrective actions have been made and the problem rectified.  We are waiting on a schedule date.  ...

Have a great holiday weekend.   Thank you,
[redacted] Customer Service Manager- Carolinas Division

To Whom It May Concern;   In reference to Revdex.com Complaint ID#[redacted]  warranty technician, [redacted]  has a scheduled appointment with homeowner Monday, November 23 at 8 AM. This meeting will address all concerns verified by the homeowner through the Field Construction...

Supervisor.   Thank you,   [redacted] Customer Service Assistant/Warranty Coordinator D.R. HORTON America’s BuilderRevdex.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 11/7/2015 by [redacted] 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 a[redacted]
Regards,
[redacted]
Dispute Resolution, Ad Review
[redacted]
MESSAGE: I am writing to request that a previously submitted complaint, [redacted] be re-opened.  It was previously closed due to a lack of response from me.  This was an error on my part, as I did not realize the complaint needed a response, and we were still waiting on DR Horton to resolve the issues listed in the complaint.  At this time, DR Horton has still not resolved the issues listed in the complaint.  They have sent workers, who have either done incomplete work, or have created new issues due to a lack of attention to detail.  We have been told by trades that DR Horton will not pay them to take the time to do the work in a quality way, and have been shown texts from [redacted] DR Horton’s representative, telling trades not to do work unless it is an “easy fix.”  Please let me know if this complaint can simply be re-opened, or if I need to file a new complaint.  Thank you.  [redacted]

This is in response to a claim from owner [redacted] Mr. [redacted] yard was examined by myself, field supervisor [redacted], and our state licensed grading contractor, to inspect the complaint by Mr. [redacted].  Mr. [redacted] lot was designed by an...

engineer as an “A” drain lot, which will drain from the back, along the side swales and out toward the front of the lot.  All parties that examined the yard found there to be sufficient grading on the property and the drainage, as designed by an engineer, meets the 1% slop requirement.  There were no signs of any standing water anywhere in the yard.  As a reminder, water that stands within 10 feet of the foundation for more than 24 hours is considered to be a warrantable item.  As well, standing water in the side swales, that sits for more than 48 hours after a rain or irrigation event, is also considered a warrantable service item.  We found no signs of either condition.  There is no further action necessary on Mr. [redacted] lot. Please let me know if you have any further questions or concerns. [redacted] Area Manager - Warranty / Customer Service

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]
I've been to these homes. There are two models set up, the Heritage and the Portland. They are advertising the [redacted]  (no photos, no options to see a house built). They don't have them listed on their price sheets and they're not built. This makes them unavailable. I never asked for completion dates, I asked for available homes that are listed online as available with an actual price. If they advertise from 275,000, then something  (even a base priced model).