Please allow this to respond to the complaint referenced above D.RHorton contends that at the time the Home Purchase Agreement was signed by Ms [redacted] she was self-employed She advised that she lost a client, but she has not lost her job Accordingly, pursuant to the Agreement she does not qualify for a refund D.RHorton has offered to cancel the current Agreement and provide an additional months and apply her deposit to another property so that she can continue to grow her business We continue to build the home of her unique specifications and taste It is because of these specifications that D.RHorton secured the deposit in the event a customer is unable to close and changes need to be made to the home to suit another customer’s tastes Thank you, [redacted] D.RHorton, IncAmerica's Builder Corporate Customer Service Assistant Revdex.com [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 8/24/by Melissa Vaccaro 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 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:a.mand p.mor by email at [redacted] Regards, [redacted] Dispute Resolution, Ad Review [redacted] [redacted] MESSAGE: 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 In response to DR Horton: Thank you for responding, however, it seems you don't have all the information Yes, I am self employed and lost 70% of my income which I would be happy to send documentation and financial's to prove Based on my dramatic decrease in income YOUR mortgage company, DHI, issued a denial for the mortgage--which is when I requested a refundPlease see attached denial from YOUR MORTGAGE company I have subsequently tried to get a loan thru my own bank to try and salvage this purchase, however my debt to equity ratios with the 70% decrease in come makes me unable to qualify and I have a denial from them as well that I would be happy to provide My contract contains a financing contingency under Section 2b which entitles me to a refund Your sales agents have claimed, in essence, that the contingency is satisfied and waived once a conditional loan commitment letter is issued However, this is flatly under the terms of the contractFlorida law requires such waiver to be expressly stated in writing and no such waiver is enumerated in your contract Further as the drafter of the document, all deficiencies and issues of vagueness will be construed against DR Horton Your companies annual report states: Our sales contracts include a financing contingency which permits customers to cancel and receive a refund of their deposit if they can't obtain mortgage financing at prevailing or specified interest rates within a specified period This statement does NOT state that the person must not be able to get a Loan Commitment Letter--rather it is contingent on obtaining mortgage financing Nowhere in the contract does the contingency on financing state it is waived upon obtaining a qualified loan commitment letter Such a clause would, if included, render meaningless section 2.b (3), which assumes the financing contingency continues to exist after the provision of a Loan Commitment Letter Your local sales office is currently in violation of the law, as well as DR Horton Inc's fiduciary duties as an escrow agent under Contract and Florida Law I intend to refer the matter for prosecution by the Office of the Attorney General of Florida as a fraudulent and deceitful business practice in violation of Florida statutes 501.201, et seq, and seek imposition of civil penalties of $10,per incident against DR Horton Inc, as well as against Mr [redacted] and Mr [redacted] pursuant to Florida statues 501.2075, which allows for personal liability for fraudulent and deceptive trade practices In regards to your comments that the home being built to my specifications--I purchased the home already permitted so all structural items were already chosen and I had ZERO ability to make those changes Respectfully, this loss of employment occurred PRIOR to the foundation of the house even being poured and I contacted you and your mortgage company IMMEDIATELY so you wouldn't move forward, however you chose to even after receiving a [redacted] from your own mortgage company I advised you when I notified you that I would be UNABLE to move forward on the purchase and to STOP the building process so you could resell to someone else and had the lengthy conversation with my salesman [redacted] and to his supervisor *** Purchasing another house in the next months is NOT a possibility, and find it completely unrealistic I am not entitled to a refund even though your own mortgage company denied me for a loan--this qualifies me for a refund under your contract Further, I have hired an attorney to help me with this matter and he has been ignored and put off by your legal department at every turn, including not returning calls, faxes, or any other notifications I have also filed with the State of Florida, Twelfth Judicial Circuit Court in Manatee County, where the construction is being done, case number CDS [redacted] which your presence has been requested for mediation and have been informed that DR Horton ignored all mailed correspondence and not returning the courts repeated calls to confirm or decline your appearance I can't imagine that a National Builder like DR Horton could be so negligent and unwilling to discuss this matter either with my attorney or attend the court requested mediation DR Horton claims to treats its customers fairly and honestly, and I would like to give you the opportunity to show that to be the caseAnd I encourage your office to take appropriate steps to remedy this issue before circumstances escalate further Regards, [redacted]
Referencing Homeowner: [redacted] ------ Revdex.com Complaint ID [redacted] --- [redacted] Mr [redacted] contacted DR Horton warranty asking for a reimbursement for money he is reporting that he spent personally to have repairs done to his home Mr [redacted] *** did not contact DR Horton at all, regarding any of the repairs that reportedly needed to be addressed Our homeowners can contact our offices in multiple ways Most owners contact us via our corporate website at www.drhorton.com/warranty, via our local office number at [redacted] or via our hour emergency number at [redacted] We have received correspondence in the past from Mr [redacted] from both our website and our local office number Had our offices been contacted about the issues he was having, we could have sent any vendor that needed to respond, to his home in a timely manner Mr [redacted] hired vendors not associated with the initial construction of his home, nor associated with DR Horton, to perform repairs that he is seeking reimbursement for Our offices were never able to verify work that may or may not have needed to be repaired None of our licensed vendor were contacted by Mr [redacted] to verify any repairs that he may or may not have needed on his home Per the warranty documents, any warranty defects that you repair without prior written authorization of the administrator are excluded from the warranty These warranty documents were given to Mr [redacted] both at the signing of his contract to purchase, and at the closing of his homeFor reference, this exclusion is listed in section E, number 9, on page of the RWC manual I have included this document as part of this emailBecause DR Horton and its trade partners were not able to inspect, verify or repair any of the issues Mr [redacted] states he had in his homeDR Horton feels there is no further action to be done in this case [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 The reason why I am rejecting the business response is as follows; as mentioned on my complain, I have submitted several warranty request along with photos of the same issueThe last submission was January 12, 2016, up to this day I have not been contacted by D.RHorton in regards to a resolution to the issue.Ms [redacted] responded back to an inquiry on November 30, saying the following : "The landscaper, [redacted] just came by here and I talked to him about the water standing He said he had gone by to look at it a while back and that it drains as it should The warranty rule is that it drains within hours after rain has completed I understand how you feel and am sorry, but I have done all that I can do on my part." After receiving that email, I called Ms [redacted] at [redacted] to explained that I understand that some water should accumulate when it rains but not to a point where it gets flooded and you can not walk the walk-side or the driveway and if you do, you will be getting your shoes soakedI also explained that none of my neighbors have that issue when it rainsI also mentioned that the water doesn't drain within the hours after rain has completed, I then proceed to invite her and management to go over and walk the walk-side within the hours after rain has completed to see if that was normalShe responded by saying that she was sorry and she understand my frustration but there was nothing she can do.I also asked her when the landscaper [redacted] was there because I never received a notification of him going to my place to look at the issueShe said that it was several weeks back during that monthI told her that it did not rain during that time and it was obvious that he was not going to find a problem during that time I then asked to talk to a manager or higher up and she responded by saying none were available but she was going to rely the messageI never received a phone call after that or any type of resolution response.I have attached photos of the water flood that occurs in front of my house along with the drivewayThese photos have been submitted to D.RHorton several times.D.RHorton seems to disregard the issue I am surprised of the terrible way of treating a customerI have expected much more from a prestigious and reputed companyI am asking for justice, and requesting the builder to insert drainage pipes in the driveway, sidewalk and areas of need in order to resolve the flooding issue Regards, [redacted]
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 DR Horton has replaced all of our sod, and we are pleased [redacted] DR Horton's Customer Service Manager for their Carolinas Division was extremely helpful and instrumental in helping us resolve this issue Regards, [redacted] ***
The only remaining part of this home is the decorative bracket on the garage door, that will be completed on 1/19/ Everything else has been completed Thanks, [redacted] Construction Manager
The work being done at the above home is a requirement from the municipalities We have to comply with their requirements in order for them to take over the streets and release our bond This has been communicated to the above homeowner by the construction team, and the work will be wrapping up next week barring delays from the weather Thank you, [redacted] n
We have looked into the Revdex.com complaint regarding the above homeThe SA Warranty Department has an active warranty claim for this address involving a flooring issue and concreteOur flooring contractor has had a difficult time acquiring the materials to make the needed repairs and as of yesterday we have been told the materials are now availableThe warranty work is scheduled to begin on May 1st and should be completed on May 4th If you have any further questions regarding this matter please feel free to contact me Respectfully, [redacted] WARRANTY MANAGER
Response to Rebuttal ID# [redacted] D.RHorton asked the supply company of the entry doors used in the [redacted] , [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.RHorton informed [redacted] that we would have the new door stained according to Bella Casa architectural requirements, and delivered for install to [redacted] ***
Good morning [redacted] I am here at the house now and the coffered ceilings have been corrected and the brick arch at the entry has been corrected as well Cleaners are coming today, carpet tomorrow and appliances Friday to get ready for his closing next week We will notify the buyer that he can do his 3rd party inspection on Friday afternoon once the appliances go in [redacted] Area Construction Manager
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 I have asked this [redacted] lady to call me a few times but I guess she do t like to call people back and I don't like that at all and this happen every time I do a warranty request and think something needs to change about it Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Please see attachments enclosed is the warranty booklet, denial from our homeowner's insurance company, and the report from the company the homeowner's insurance sent out to assess the propertyAlso per our conversation on the complaint I put the incorrect purchase date; our purchase date was 07/31/[redacted] Regards, [redacted] ***
June 8, [redacted] Meadow Park Community Home Closed: August 24, [redacted] RE: Complaint REPLY Dear Revdex.com, We have reviewed our records regarding the home at [redacted] [redacted] and subsequent complaint filed with the Revdex.comOur review indicates that the original plumbing contractor [redacted] Co performed a warrantable repair to the home (warranty coverage was provide under the mechanical contractor warranty)The repairs were made and the plumbing sewer system was inspected by the City of San Antonio Plumbing Department [redacted] on January 16, and “PASSED” inspection at the completion of the repairs The home is covered by the Limited Builder Warranty for years & from the original date of closing and the Limited Structural Warranty provided by the Residential Warranty Company (RWC) for coverage in years thru of warranty coverage(Please refer to the NEW Home Care Handbook for coverage’s and contact information) At the request of the homeowners, the home was inspected by the DR Horton and during the inspection process instructions were provided to the homeowner regarding contacting and requesting a Fact Finding Inspection by the RWCAs for further information regarding the homeowner filing with the RWC, I would not have that informationThe Residential Warranty Cocan be reached [redacted] , [redacted] If you have any questions, please do not hesitate in contacting me Respectfully, [redacted] SAN ANTONIO / SOUTH TEXAS DIVISION
Please allow this to respond to the complaint referenced above D.RHorton contends that at the time the Home Purchase Agreement was signed by Ms [redacted] she was self-employed She advised that she lost a client, but she has not lost her job Accordingly, pursuant to the Agreement she does not qualify for a refund D.RHorton has offered to cancel the current Agreement and provide an additional months and apply her deposit to another property so that she can continue to grow her business We continue to build the home of her unique specifications and taste It is because of these specifications that D.RHorton secured the deposit in the event a customer is unable to close and changes need to be made to the home to suit another customer’s tastes Thank you, [redacted] D.RHorton, IncAmerica's Builder Corporate Customer Service Assistant Revdex.com [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 8/24/by Melissa Vaccaro 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 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:a.mand p.mor by email at [redacted] Regards, [redacted] Dispute Resolution, Ad Review [redacted] [redacted] MESSAGE: 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 In response to DR Horton: Thank you for responding, however, it seems you don't have all the information Yes, I am self employed and lost 70% of my income which I would be happy to send documentation and financial's to prove Based on my dramatic decrease in income YOUR mortgage company, DHI, issued a denial for the mortgage--which is when I requested a refundPlease see attached denial from YOUR MORTGAGE company I have subsequently tried to get a loan thru my own bank to try and salvage this purchase, however my debt to equity ratios with the 70% decrease in come makes me unable to qualify and I have a denial from them as well that I would be happy to provide My contract contains a financing contingency under Section 2b which entitles me to a refund Your sales agents have claimed, in essence, that the contingency is satisfied and waived once a conditional loan commitment letter is issued However, this is flatly under the terms of the contractFlorida law requires such waiver to be expressly stated in writing and no such waiver is enumerated in your contract Further as the drafter of the document, all deficiencies and issues of vagueness will be construed against DR Horton Your companies annual report states: Our sales contracts include a financing contingency which permits customers to cancel and receive a refund of their deposit if they can't obtain mortgage financing at prevailing or specified interest rates within a specified period This statement does NOT state that the person must not be able to get a Loan Commitment Letter--rather it is contingent on obtaining mortgage financing Nowhere in the contract does the contingency on financing state it is waived upon obtaining a qualified loan commitment letter Such a clause would, if included, render meaningless section 2.b (3), which assumes the financing contingency continues to exist after the provision of a Loan Commitment Letter Your local sales office is currently in violation of the law, as well as DR Horton Inc's fiduciary duties as an escrow agent under Contract and Florida Law I intend to refer the matter for prosecution by the Office of the Attorney General of Florida as a fraudulent and deceitful business practice in violation of Florida statutes 501.201, et seq, and seek imposition of civil penalties of $10,per incident against DR Horton Inc, as well as against Mr [redacted] and Mr [redacted] pursuant to Florida statues 501.2075, which allows for personal liability for fraudulent and deceptive trade practices In regards to your comments that the home being built to my specifications--I purchased the home already permitted so all structural items were already chosen and I had ZERO ability to make those changes Respectfully, this loss of employment occurred PRIOR to the foundation of the house even being poured and I contacted you and your mortgage company IMMEDIATELY so you wouldn't move forward, however you chose to even after receiving a [redacted] from your own mortgage company I advised you when I notified you that I would be UNABLE to move forward on the purchase and to STOP the building process so you could resell to someone else and had the lengthy conversation with my salesman [redacted] and to his supervisor *** Purchasing another house in the next months is NOT a possibility, and find it completely unrealistic I am not entitled to a refund even though your own mortgage company denied me for a loan--this qualifies me for a refund under your contract Further, I have hired an attorney to help me with this matter and he has been ignored and put off by your legal department at every turn, including not returning calls, faxes, or any other notifications I have also filed with the State of Florida, Twelfth Judicial Circuit Court in Manatee County, where the construction is being done, case number CDS [redacted] which your presence has been requested for mediation and have been informed that DR Horton ignored all mailed correspondence and not returning the courts repeated calls to confirm or decline your appearance I can't imagine that a National Builder like DR Horton could be so negligent and unwilling to discuss this matter either with my attorney or attend the court requested mediation DR Horton claims to treats its customers fairly and honestly, and I would like to give you the opportunity to show that to be the caseAnd I encourage your office to take appropriate steps to remedy this issue before circumstances escalate further Regards, [redacted]
Referencing Homeowner: [redacted] ------ Revdex.com Complaint ID [redacted] --- [redacted] Mr [redacted] contacted DR Horton warranty asking for a reimbursement for money he is reporting that he spent personally to have repairs done to his home Mr [redacted] *** did not contact DR Horton at all, regarding any of the repairs that reportedly needed to be addressed Our homeowners can contact our offices in multiple ways Most owners contact us via our corporate website at www.drhorton.com/warranty, via our local office number at [redacted] or via our hour emergency number at [redacted] We have received correspondence in the past from Mr [redacted] from both our website and our local office number Had our offices been contacted about the issues he was having, we could have sent any vendor that needed to respond, to his home in a timely manner Mr [redacted] hired vendors not associated with the initial construction of his home, nor associated with DR Horton, to perform repairs that he is seeking reimbursement for Our offices were never able to verify work that may or may not have needed to be repaired None of our licensed vendor were contacted by Mr [redacted] to verify any repairs that he may or may not have needed on his home Per the warranty documents, any warranty defects that you repair without prior written authorization of the administrator are excluded from the warranty These warranty documents were given to Mr [redacted] both at the signing of his contract to purchase, and at the closing of his homeFor reference, this exclusion is listed in section E, number 9, on page of the RWC manual I have included this document as part of this emailBecause DR Horton and its trade partners were not able to inspect, verify or repair any of the issues Mr [redacted] states he had in his homeDR Horton feels there is no further action to be done in this case [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 The reason why I am rejecting the business response is as follows; as mentioned on my complain, I have submitted several warranty request along with photos of the same issueThe last submission was January 12, 2016, up to this day I have not been contacted by D.RHorton in regards to a resolution to the issue.Ms [redacted] responded back to an inquiry on November 30, saying the following : "The landscaper, [redacted] just came by here and I talked to him about the water standing He said he had gone by to look at it a while back and that it drains as it should The warranty rule is that it drains within hours after rain has completed I understand how you feel and am sorry, but I have done all that I can do on my part." After receiving that email, I called Ms [redacted] at [redacted] to explained that I understand that some water should accumulate when it rains but not to a point where it gets flooded and you can not walk the walk-side or the driveway and if you do, you will be getting your shoes soakedI also explained that none of my neighbors have that issue when it rainsI also mentioned that the water doesn't drain within the hours after rain has completed, I then proceed to invite her and management to go over and walk the walk-side within the hours after rain has completed to see if that was normalShe responded by saying that she was sorry and she understand my frustration but there was nothing she can do.I also asked her when the landscaper [redacted] was there because I never received a notification of him going to my place to look at the issueShe said that it was several weeks back during that monthI told her that it did not rain during that time and it was obvious that he was not going to find a problem during that time I then asked to talk to a manager or higher up and she responded by saying none were available but she was going to rely the messageI never received a phone call after that or any type of resolution response.I have attached photos of the water flood that occurs in front of my house along with the drivewayThese photos have been submitted to D.RHorton several times.D.RHorton seems to disregard the issue I am surprised of the terrible way of treating a customerI have expected much more from a prestigious and reputed companyI am asking for justice, and requesting the builder to insert drainage pipes in the driveway, sidewalk and areas of need in order to resolve the flooding issue Regards, [redacted]
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 DR Horton has replaced all of our sod, and we are pleased [redacted] DR Horton's Customer Service Manager for their Carolinas Division was extremely helpful and instrumental in helping us resolve this issue Regards, [redacted] ***
The only remaining part of this home is the decorative bracket on the garage door, that will be completed on 1/19/ Everything else has been completed Thanks, [redacted] Construction Manager
The work being done at the above home is a requirement from the municipalities We have to comply with their requirements in order for them to take over the streets and release our bond This has been communicated to the above homeowner by the construction team, and the work will be wrapping up next week barring delays from the weather Thank you, [redacted] n
We have looked into the Revdex.com complaint regarding the above homeThe SA Warranty Department has an active warranty claim for this address involving a flooring issue and concreteOur flooring contractor has had a difficult time acquiring the materials to make the needed repairs and as of yesterday we have been told the materials are now availableThe warranty work is scheduled to begin on May 1st and should be completed on May 4th If you have any further questions regarding this matter please feel free to contact me Respectfully, [redacted] WARRANTY MANAGER
We have an appointment with Mrs [redacted] on 5/5/at 4:00pm to resolve her complaint Thanks, [redacted] ***
Response to Rebuttal ID# [redacted] D.RHorton asked the supply company of the entry doors used in the [redacted] , [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.RHorton informed [redacted] that we would have the new door stained according to Bella Casa architectural requirements, and delivered for install to [redacted] ***
Good morning [redacted] I am here at the house now and the coffered ceilings have been corrected and the brick arch at the entry has been corrected as well Cleaners are coming today, carpet tomorrow and appliances Friday to get ready for his closing next week We will notify the buyer that he can do his 3rd party inspection on Friday afternoon once the appliances go in [redacted] Area Construction Manager
I have spoken to Stancil Painting and told them to make the repair It is exterior caulking and well within their wheelhouse
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 I have asked this [redacted] lady to call me a few times but I guess she do t like to call people back and I don't like that at all and this happen every time I do a warranty request and think something needs to change about it Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Please see attachments enclosed is the warranty booklet, denial from our homeowner's insurance company, and the report from the company the homeowner's insurance sent out to assess the propertyAlso per our conversation on the complaint I put the incorrect purchase date; our purchase date was 07/31/[redacted] Regards, [redacted] ***
June 8, [redacted] Meadow Park Community Home Closed: August 24, [redacted] RE: Complaint REPLY Dear Revdex.com, We have reviewed our records regarding the home at [redacted] [redacted] and subsequent complaint filed with the Revdex.comOur review indicates that the original plumbing contractor [redacted] Co performed a warrantable repair to the home (warranty coverage was provide under the mechanical contractor warranty)The repairs were made and the plumbing sewer system was inspected by the City of San Antonio Plumbing Department [redacted] on January 16, and “PASSED” inspection at the completion of the repairs The home is covered by the Limited Builder Warranty for years & from the original date of closing and the Limited Structural Warranty provided by the Residential Warranty Company (RWC) for coverage in years thru of warranty coverage(Please refer to the NEW Home Care Handbook for coverage’s and contact information) At the request of the homeowners, the home was inspected by the DR Horton and during the inspection process instructions were provided to the homeowner regarding contacting and requesting a Fact Finding Inspection by the RWCAs for further information regarding the homeowner filing with the RWC, I would not have that informationThe Residential Warranty Cocan be reached [redacted] , [redacted] If you have any questions, please do not hesitate in contacting me Respectfully, [redacted] SAN ANTONIO / SOUTH TEXAS DIVISION