All repairs complete except for the non-structural concrete (flatwork) which is not warrantedI advised him that he had accepted the driveway as is and had signed off on it prior to closingAt that point Mr [redacted] said that he was an attorney and would be taking legal actionNo other repairs are offered at this time THIS IS OUR RESPONSE [redacted] Customer Service Manager
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 meHow ever I do find it disappointing that I had to go to the extent of having to report them in order to have my issue expedited Regards, [redacted]
We spoke to the customer last week and as of the morning of April 18, we are awaiting a return call from [redacted] to confirm a date and time that will work for him to inspect his homeWe will follow up again today
Reference number: [redacted] Dear Ms***Please accept this correspondence as D.RHorton's reply to the Revdex.com withregard to the above referenced complaint.The homeowner, Ms [redacted] did not request a desired settlement but this is our response toher complaint.Please accept our sincerest apologies for any inconvenience you were causedWe strive to build a topquality home for our customersOur policy in place is that every homeowner has the opportunity towalk their new home before they purchase it and any cosmetic repairs must be made prior to closing.Our homeowners sign off on the home, " accepting" the home before they go close on itI am not surewhat cosmetic repairs were not done prior to closing but I assure you we make every attempt possibleto take care of them before closingIf we missed something I apologize for thatWe also use a diversegroup of individuals to construct our homesIt is not uncommon to have individuals doing work orrepairs that speak a different languageI assure you though the work was assigned to them by someonethat did tran slate it to them.DR Horton makes every effort to have the highest quality of customer service possible and demand thesame from the many Vendors we useWe do not tolerate any rude behavior towards any of ourhomeownersIf someone acted in an inappropriate manner I am sure it was dealt with directly with thatvendor's management departmentBeing a year later and not knowing who it was I cannot give theoutcome of what happened.DR Horton continues to educate and train our personnel and vendors to be leaders in Customer Service.Please know that this letter has not gone overlooked in any way and we will use this opportunity tolearn from it
We have replaced [redacted] ’s tree in a more desirable location at [redacted] ’s discretion Additionally, we installed some topsoil to allow for the old tree location to prosper, as well as other locations in his yard that his lawn was struggling
D.RHorton agreed to replace the section of the ceiling where the leak occurred and the appointment was to repair the seams in the ceilingThe seams were a non-warranty item and were repaired as a courtesy to the customerFor further sheetrock issues, the customer will need to contact RWC
Complaint: [redacted] I am rejecting this response because:Only minor issues were fixed and only the carpet has been fixedThe smell was smelt by the repair guy and he said he would have to talk to the shop about what to doI haven't heard back from anyone yet on that matter Regards, [redacted]
As the executive for the South Region supporting our remaining operations in the RGV, all of our warranty service requests & phone calls from our marketing & office lines for the Rio Grande Valley (Laredo to Brownsville) have been forwarded to me (they ring directly to my cell phone & email address) and I answer them daily I was the one that previously spoke to Mr [redacted] when he called & listened to his concerns While there are no records of his reporting concerns previously or of any “work in progress” for his home as he claimed, I explained that we would schedule an inspection as quickly as we had our new warranty tech person hired Our division & sales offices in the RGV closed at the end of June We were still operating with myself in the market until 9/30/& with a local representative on the ground until March 5, who was available to inspect & schedule any warranty work to be completed for requests received As well, I explained our warranty process as outlined & detailed in his Homeowner Orientation & Warranty Manual & also instructed him to file an online Warranty Service Request to get his concerns documented We have been interviewing & trying to hire a qualified company or person since March to make local inspections but have been unsuccessful thus far As quick as that person has completed the hire process and paperwork (they are required to be skilled, licensed & insured & have a clear background check – and we are now working on candidate number in months), we will schedule an inspection of his concerns While we respect Mr [redacted] is upset, he has still not filed his online Warranty Service Request as of today We cannot put him in the queue for any work to be assessed without this request being submitted online or in writing Mr [redacted] confessed to me to have contacted employees directly in the past and was upset that they no longer answer and left him hanging, however, he has circumvented our warranty process & this is the very reason any work to be done on his home would have been lost or incomplete in the process We have no record of his concerns being reported to date Further, with an issue like Mr [redacted] has stated with his electrical panel, we would have been unable to receive the Certificate of Occupancy on his home from the county inspector, which is a required inspection for a buyer to be able to close escrow or occupy a home Mr [redacted] closed on his home in March of – over years ago Our builder warranty is specific & detailed (as demonstrated in the sample warranty manuals attached) – Year for workmanship & materials on the home (which includes his electrical panel), through year for the mechanical and years – for anything structural DRHorton does however come back to inspect & correct any claim if it is determined we did not do the work correctly from the beginning and this can only be evaluated through an onsite inspection We are happy to schedule an inspection of his home once our new warranty person is hired, even though he is far outside his builder warranty We do still need for Mr [redacted] to file an online Warranty Service request Please let me know if there are any additional questions or if I can help any further Respectfully, [redacted]
Complaint: [redacted] I am rejecting this response because:The business called and asked me to submit a quote from a Sod company for them to peruse.They,as before, have stated that they wish to conclude this issue,but until the work is completed to my satisfaction I will withhold conclusion.When I made them aware I would have my own expert to inspect Sod for proper quality and job application,the suggestion was made for me to attain quote to submit to them.I am working on quotes that will be submitted to DR Horton for approval and payment Regards, [redacted] Revdex.comMESSAGE:DR Horton had a new sod lawn installed to my satisfaction.I would like to tell you that complaint is resolved.Thank you for the invaluable assistance[redacted]
The faucet in question is no longer covered by the customer's one-year warranty; however, the faucet manufacturer or the homeowner's insurance company may be able to assist the homeowner in resolving the leak
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, [redacted] ***
In reference to the above complaint, the Construction Manager for the neighborhood met with the homeowner this morning and compiled a list of the issues needing resolution for this homeowner Work orders are going out today and the repairs are slated to begin on Tuesday with an expected completion before the end of the following week Have a safe and happy holiday Thank you, [redacted] Customer Service Manager- Carolinas Division
The Builder and VP of City Operations met with Mr [redacted] on 8/6/At that time we reviewed ailoutstanding warranty items and compiled a list of items to be correctedWe are meeting again on8/13/to make the appropriate repairsAt this time we feel that Mr [redacted] was satisfied with our plangoing forward
Complaint: [redacted] I am rejecting this response because: We met with [redacted] and [redacted] today and the issue with the floors will be addressed on Tuesday, November 29th The engineers and Frank will be here that day The issues with the driveway has not been resolved yet because when the contractors came to repair the driveway, they damaged it more The section of the driveway closest to the road is cracked now And also the corner at the end of the driveway is cracked We pointed this out to [redacted] before and he said that it would not be repaired Frank promised to have it fixed when they are ready to pour another driveway I am satisfied that progress is going to be made but until these repairs are done, I will not settle this complaint Regards, [redacted]
I received documentation on a filed complaint regarding home address listed at Spotted Doe DriveThis homeowner has spoken to both the Superintendent, [redacted] ***, involved in the building of his home and the Construction Supervisor, [redacted] The homeowner was instructed to place a phone call discussing all issues/damages with myself this morning and a work order has been placed for resolutions starting this week 7/27- 7/
The repairs have been made to the above address with the exclusion of re-sodding the needed areas of the backyard Sod is being delivered today and completion is expected before Thursday Thank you, [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] They did come to see the issue, but they only put stucco on a part of the wall that was not affectedThe part of the wall that gets water to the garage was not touched and the wood chips/mulch next to the wall were not even moved to see what was below thatThe garage is inches below the foundation of the rest of the house.I appreciate the fact that they fixed one part that should have been fixed, but I don't see any change in the affected area Regards,
We have been in communication with the homeowner and visited their home on June 22nd to address their concernsWe have left the homeowner a follow up message to ensure all warrantable items have been addressed
All repairs complete except for the non-structural concrete (flatwork) which is not warrantedI advised him that he had accepted the driveway as is and had signed off on it prior to closingAt that point Mr [redacted] said that he was an attorney and would be taking legal actionNo other repairs are offered at this time THIS IS OUR RESPONSE [redacted] Customer Service Manager
I meet with the customer yesterday 7/7/and inspected the issueWe are making plans now to address the issue 100%
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 meHow ever I do find it disappointing that I had to go to the extent of having to report them in order to have my issue expedited Regards, [redacted]
We spoke to the customer last week and as of the morning of April 18, we are awaiting a return call from [redacted] to confirm a date and time that will work for him to inspect his homeWe will follow up again today
Reference number: [redacted] Dear Ms***Please accept this correspondence as D.RHorton's reply to the Revdex.com withregard to the above referenced complaint.The homeowner, Ms [redacted] did not request a desired settlement but this is our response toher complaint.Please accept our sincerest apologies for any inconvenience you were causedWe strive to build a topquality home for our customersOur policy in place is that every homeowner has the opportunity towalk their new home before they purchase it and any cosmetic repairs must be made prior to closing.Our homeowners sign off on the home, " accepting" the home before they go close on itI am not surewhat cosmetic repairs were not done prior to closing but I assure you we make every attempt possibleto take care of them before closingIf we missed something I apologize for thatWe also use a diversegroup of individuals to construct our homesIt is not uncommon to have individuals doing work orrepairs that speak a different languageI assure you though the work was assigned to them by someonethat did tran slate it to them.DR Horton makes every effort to have the highest quality of customer service possible and demand thesame from the many Vendors we useWe do not tolerate any rude behavior towards any of ourhomeownersIf someone acted in an inappropriate manner I am sure it was dealt with directly with thatvendor's management departmentBeing a year later and not knowing who it was I cannot give theoutcome of what happened.DR Horton continues to educate and train our personnel and vendors to be leaders in Customer Service.Please know that this letter has not gone overlooked in any way and we will use this opportunity tolearn from it
We have replaced [redacted] ’s tree in a more desirable location at [redacted] ’s discretion Additionally, we installed some topsoil to allow for the old tree location to prosper, as well as other locations in his yard that his lawn was struggling
D.RHorton agreed to replace the section of the ceiling where the leak occurred and the appointment was to repair the seams in the ceilingThe seams were a non-warranty item and were repaired as a courtesy to the customerFor further sheetrock issues, the customer will need to contact RWC
Complaint: [redacted] I am rejecting this response because:Only minor issues were fixed and only the carpet has been fixedThe smell was smelt by the repair guy and he said he would have to talk to the shop about what to doI haven't heard back from anyone yet on that matter Regards, [redacted]
As the executive for the South Region supporting our remaining operations in the RGV, all of our warranty service requests & phone calls from our marketing & office lines for the Rio Grande Valley (Laredo to Brownsville) have been forwarded to me (they ring directly to my cell phone & email address) and I answer them daily I was the one that previously spoke to Mr [redacted] when he called & listened to his concerns While there are no records of his reporting concerns previously or of any “work in progress” for his home as he claimed, I explained that we would schedule an inspection as quickly as we had our new warranty tech person hired Our division & sales offices in the RGV closed at the end of June We were still operating with myself in the market until 9/30/& with a local representative on the ground until March 5, who was available to inspect & schedule any warranty work to be completed for requests received As well, I explained our warranty process as outlined & detailed in his Homeowner Orientation & Warranty Manual & also instructed him to file an online Warranty Service Request to get his concerns documented We have been interviewing & trying to hire a qualified company or person since March to make local inspections but have been unsuccessful thus far As quick as that person has completed the hire process and paperwork (they are required to be skilled, licensed & insured & have a clear background check – and we are now working on candidate number in months), we will schedule an inspection of his concerns While we respect Mr [redacted] is upset, he has still not filed his online Warranty Service Request as of today We cannot put him in the queue for any work to be assessed without this request being submitted online or in writing Mr [redacted] confessed to me to have contacted employees directly in the past and was upset that they no longer answer and left him hanging, however, he has circumvented our warranty process & this is the very reason any work to be done on his home would have been lost or incomplete in the process We have no record of his concerns being reported to date Further, with an issue like Mr [redacted] has stated with his electrical panel, we would have been unable to receive the Certificate of Occupancy on his home from the county inspector, which is a required inspection for a buyer to be able to close escrow or occupy a home Mr [redacted] closed on his home in March of – over years ago Our builder warranty is specific & detailed (as demonstrated in the sample warranty manuals attached) – Year for workmanship & materials on the home (which includes his electrical panel), through year for the mechanical and years – for anything structural DRHorton does however come back to inspect & correct any claim if it is determined we did not do the work correctly from the beginning and this can only be evaluated through an onsite inspection We are happy to schedule an inspection of his home once our new warranty person is hired, even though he is far outside his builder warranty We do still need for Mr [redacted] to file an online Warranty Service request Please let me know if there are any additional questions or if I can help any further Respectfully, [redacted]
Complaint: [redacted] I am rejecting this response because:The business called and asked me to submit a quote from a Sod company for them to peruse.They,as before, have stated that they wish to conclude this issue,but until the work is completed to my satisfaction I will withhold conclusion.When I made them aware I would have my own expert to inspect Sod for proper quality and job application,the suggestion was made for me to attain quote to submit to them.I am working on quotes that will be submitted to DR Horton for approval and payment Regards, [redacted] Revdex.comMESSAGE:DR Horton had a new sod lawn installed to my satisfaction.I would like to tell you that complaint is resolved.Thank you for the invaluable assistance[redacted]
The faucet in question is no longer covered by the customer's one-year warranty; however, the faucet manufacturer or the homeowner's insurance company may be able to assist the homeowner in resolving the leak
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, [redacted] ***
In reference to the above complaint, the Construction Manager for the neighborhood met with the homeowner this morning and compiled a list of the issues needing resolution for this homeowner Work orders are going out today and the repairs are slated to begin on Tuesday with an expected completion before the end of the following week Have a safe and happy holiday Thank you, [redacted] Customer Service Manager- Carolinas Division
The Builder and VP of City Operations met with Mr [redacted] on 8/6/At that time we reviewed ailoutstanding warranty items and compiled a list of items to be correctedWe are meeting again on8/13/to make the appropriate repairsAt this time we feel that Mr [redacted] was satisfied with our plangoing forward
Complaint: [redacted] I am rejecting this response because: We met with [redacted] and [redacted] today and the issue with the floors will be addressed on Tuesday, November 29th The engineers and Frank will be here that day The issues with the driveway has not been resolved yet because when the contractors came to repair the driveway, they damaged it more The section of the driveway closest to the road is cracked now And also the corner at the end of the driveway is cracked We pointed this out to [redacted] before and he said that it would not be repaired Frank promised to have it fixed when they are ready to pour another driveway I am satisfied that progress is going to be made but until these repairs are done, I will not settle this complaint Regards, [redacted]
I received documentation on a filed complaint regarding home address listed at Spotted Doe DriveThis homeowner has spoken to both the Superintendent, [redacted] ***, involved in the building of his home and the Construction Supervisor, [redacted] The homeowner was instructed to place a phone call discussing all issues/damages with myself this morning and a work order has been placed for resolutions starting this week 7/27- 7/
We received the customer's warranty request today and are visiting their home to assess the situation
The repairs have been made to the above address with the exclusion of re-sodding the needed areas of the backyard Sod is being delivered today and completion is expected before Thursday Thank you, [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] They did come to see the issue, but they only put stucco on a part of the wall that was not affectedThe part of the wall that gets water to the garage was not touched and the wood chips/mulch next to the wall were not even moved to see what was below thatThe garage is inches below the foundation of the rest of the house.I appreciate the fact that they fixed one part that should have been fixed, but I don't see any change in the affected area Regards,
We have been in communication with the homeowner and visited their home on June 22nd to address their concernsWe have left the homeowner a follow up message to ensure all warrantable items have been addressed