D.R. Horton America's Builder

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]

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.

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]

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.

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]

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

[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.

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

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.

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

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

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 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 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 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.

Our customer service manager spoke with [redacted] the afternoon of Monday, Nov. 14 and she was content with the progression of her request. Our warranty service tech met with the customer on Friday, Nov. 11 to review the issues submitted for warranty repair. After the review and some...

discussion with the customer, a repair appointment was scheduled for December 1, at which time we hope to fulfill and complete the customer’s warranty request.

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]

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

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.