D.R. Horton America's Builder

We are in communication with the homeowner and the production manager will be in touch soon to schedule an appointment.

Addressing
the Issues of [redacted]'s. [redacted] has addressed and will continue to address
each and every item mentioned in their Revdex.com claim. As of today November 4, 2016
there are two items not 100% complete.Carpet replacement: Scheduled November 10, 2016.HVAC System: Scheduled November 10, 2016. (A...

representative with [redacted] is schedule to inspect the HVAC units).[redacted] is also taking the extra precaution to have an Independent third party Mechanical Engineer test the system to make sure the HVAC is functioning as intended.[redacted] is anticipating
that all issues will be resolved 100% by November 11, 2016.

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]
The problems that I have submitted to D.R. Horton have not been fixed. They set 2 appointments for repair on last Friday 8/5/2016 and neither of the two appointment showed up or called. I finally called the warranty person that I have been working with and at that point received a call from one of the venders late that afternoon asking to make another appointment. The other vender finally called me this morning and that appointment will not happen till next Monday. So they want to respond that they are waiting to schedule appointments because of my schedule issues. I have had 2 consecutive weekdays off and gave them a couple of other options for last week and this is the type of service I get. NO SHOWS, NO CALLS.

Complaint: [redacted]
I am rejecting this response because:[redacted] at [redacted] will not answer the question on the attached letter. Issue with the unethical behavior of the sale team and [redacted] 
Regards,
[redacted]

Below is our response to Ms. [redacted] most recent comments regarding her complaint.  Please let me know if I am supposed to mail this, as well.   Thank you again for all of your help! I hope this will help to resolve this matter for Ms. [redacted]     We appreciate that this person has taken the time to visit our model homes at Taralon and do understand that it can be frustrating to not be able to view all homes that are or will be built within a community. Unfortunately, it’s not realistic to offer a model of every floorplan being built in a community, nor is it typical within the industry to do so. However, at Taralon we do offer three models for prospective customers to tour so they can get a flavor of how the homes are designed, as well as to demonstrate construction quality, standard features and some available options. The models that we demonstrate are the Sunsprite, Portland, and Crimson. Some of the Taralon floorplans have been built previously in past communities and we typically do have photos from those homes that we would be more than happy to share with a customer, when requested.    In addition, typically, we can tour prospective customers through homes that are under construction if we don’t have a model or completed home of that particular floor plan available for viewing. However, as stated in our previous response, we are waiting for building permits from the local jurisdiction before we are able to start building more homes in this community and commit to completion times. This person did mention completion times in her original complaint which is why we addressed that in our original response.   Our website displays all floor plans that are going to be built in Taralon along with the most current base price associated with that particular floorplan. We sell our homes in an organized manner through the use of “sales releases.” Each sales release will have a limited amount of homes available. Due to high market demand for our product, we generally will sell out of homes quickly in these releases which is why sometimes a certain plan might not be available for purchase at that given point in time. Because of this, our website does state in its disclaimer that “Home and community information, including pricing, included features, terms, availability and amenities, are subject to change.”  Typically, if a customer has an interest in a particular floorplan, our sales team will work closely with them to keep them informed when the next one becomes available.   We hope this helps to provide further clarification to help resolve this matter.     Sincerely,   [redacted] Vice President Sales and Marketing Portland Division [redacted]

Complaint: [redacted]
I am rejecting this response because:The complaint has not been resolved. Regards,
[redacted]

The Area Construction Manager had [redacted] roofing out to Mrs. [redacted] property on two occasions. The 1st trip resulted in the pump jack holes being filled, on the 2nd trip the roof and flashing were inspected from the outside which resulted with no action.  Mrs. [redacted] will be contacted in...

order to inspect the attic ceiling.   [redacted] Area Construction Manager   [redacted] D.R. Horton, Inc. America's Builder Corporate Customer Service Assistant

Our area construction manager has reached out to the homeowner and is awaiting a response in order to further discuss his concerns.

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,
Scott Murphy

In response to Revdex.com Complaint [redacted]   All items submitted by homeowner have been inspected by superintendents, technicians, and management. All items have been completed per the terms of the warranty agreement.   Please note: Section II.E.1.(b): The following are NOT covered...

under this Limited Warranty:   1.b. Loss or damage; to the HOME, persons or property directly or indirectly caused by insects, bird, vermin, rodents, or wild or domestic animals.   NOTE: pulled from book # 319 revised 9/15 and it is the same section in the book before this one (9/14).   Thank you,   [redacted] Customer Service Assistant/Warranty Coordinator D.R. HORTON America’s Builder

[redacted] and I will be meeting with Mr [redacted] next week to review all repairs and move forward on the pending one’s   We are addressing all of his concerns and he seemed grateful when he left.

We are in communication with the customer and are actively working to address the agreed-to items per our conversation with him last Wednesday. Our warranty personnel are working on coordinating the necessary activity, and we expect the items to be addressed within 30 days.

The homeowner has had 13 warranty requests with all requests completed and signed off by the homeowner as of January 30, 2017.We have not received any communication from the homeowner since January 30, 2017, but we are in contact with them now and have scheduled to review their concerns this...

week.

We have been in communication with the customer and understand the final repairs are scheduled to be completed tomorrow, 9/16. We appreciate the customer's patience.

We appreciate the customer reaching out regarding their concerns and allowing us to address the remaining repairs last month. Should the customer have additional concerns, please contact your warranty team and we are happy to assist.

We disagree with your claim that D.R. Horton failed to honor its warranty obligations. Infact, D.R. Horton went beyond the terms of your warranty to address your concerns.Our records indicate that you purchased your home on March 21, 2009- over six yearsago. Pursuant to the terms of your warranty...

and as explained in your homeowner booklet,you were obligated to provide us with your one year list on or before March 21, 2010.However, you submitted your one year list on March 28, 2011, which is one year afteryour list was due and two years after your closing. In April 2011, you explained to usthat for the intervening year you were faxing your list to a phone number instead of thefax number referenced in your warranty materials. As a courtesy, we agreed to addressa number of items contained on your one year list and scheduled an appointment withyou for May 24, 2011. A D.R. Horton representative appeared on the scheduled date andcompleted the items we agreed to address. Moreover, you provided us with a sign-ofknowledging your acceptance of those repairs. Thus, we believe your assertion thatD.R. Horton failed to honor its warranty obligations is completely unjustified.Should you wish to discuss this further, please do not hesitate to contact me.

In reference to the above complaint, there have been modifications made to the rear yard of this home after closing, which are causing the drainage issues.  These modifications were not made by DR Horton.  I have searched our records and do not find any requests for service for the...

caulking, sheetrock or any other items on the home.  Should the homeowner be able to provide any documentation showing the timely requests for the mentioned repairs, we will be glad to schedule an assessment by one of our team members.   At this time, any remaining warranty is through RWC and we refer the homeowner to that warranty.   Thank you,   [redacted]
[redacted]
[redacted]  [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 Ms. [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 Ms[redacted] successfully closed on this property on or about March 13, 2015. Ms. [redacted] has previously contacted the division regarding her customer service requests. As a result the division is in direct communication with Ms. [redacted] and is working to reach resolution to all of her requests.I appreciate the Revdex.com providing me with an opportunity to respond to Ms. [redacted] complaint and its attention to this matter.

I am replacing the tub for the [redacted].  I have informed Mr. [redacted] of that this afternoon and we will be working together on a schedule for all the work to take place.   Thanks [redacted]

The Customer Service Coordinator has spoken to [redacted] and scheduled a visit with the HVAC company to visit his home this Thursday, July 27.