Efile Salon

Dear [redacted] , Thank you for the opportunity to look into the Revdex.com complaint [redacted] The mutual release has been received and the refund will be generated days after the original deposit, per our policyThe date of refund will be September 21, We appreciate the efforts of the Revdex.com in bringing closure to this matterPlease let us know if you have any questions Regards, Corporate Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Although I am disappointed with the business's response, I decide to accept itI’ll find a licensed structure engineer to check the house as requestedIf the problem is confirmed, I hope that Ryan Homes will not refuse to fix it as the problem began long before the 10-year warranty expires Regards, [redacted] **

Thank you for the opportunity to look into the Revdex.com ID [redacted] Our local office has been in contact with the consumer and we are working directly with him to address his concerns We are addressing the outstanding items and will complete the work by August 7, We appreciate the efforts of the Revdex.com, please do not hesitate to contact us if you have any additional concernsBest regards,Corporate Customer Relations

Dear [redacted] - Thank you for forwarding the additional comments by the consumer on the Revdex.com ID [redacted] The bath exhaust fan was installed according to manufacturer specifications and meets all applicable building codesThe consumer settled on his home on 3/18/and has not had any issues during weather patternsDuring the all-day rain on 2/3/the home did not leak any water into the ventIt is NVHomes position that this occurred due to the extreme weather associated with the Storm JonasNVHomes stands by our previous response and will take no further action on this matter NVHomes appreciates the efforts of the Revdex.com in bringing closure to this matterIf you have any questions, please do not hesitate to contact us Regards, Corporate Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: We are going to need a few more weeks before we accept a specific response as there are items that remain outstanding We are allowing Ryan Homes the opportunity to fix these issues out of respect for the efforts of the people directly involved in bringing closure to these issues We do not suspect that those involved in trying to fix the problems have contributed directly to the issues we have experienced, but the efforts have been genuine in making it right As a result, any legal actions that would have been pursued have been placed on hold In addition, we will be holding off on posting or submitting any corresponding photos/videos online and hold off on passing out any associated flyers in hopes the efforts of a few can change our hearts and minds Ryan Homes has, since the complaint was opened, conducted another survey of the home and finished some work as indicated in their feedback to our complaint The structural engineer came back out to survey the previous work and pointed out a few minor things that needed to be done to complete that associated work The engineer also took a look at some of the issues we had concerning the floor joists and the corresponding bulges we had in the lower level floor directly above the main supporting beam and corresponding support pillars in the crawl In addition, we discussed with the engineer our concerns with the drainage fix, the cracks in the drywall, the issues with the doors getting stuck and the soil samples report where it indicates in the report and specifically the concern with unstable soils and the statement “...not recommended to build on this site due to organic fill present...” We also provided the Ryan Homes team that arrived on Wednesday with the photos associated with our concerns as well as highlighted some areas on the initial engineering report and the soils report for discussion.Ryan Homes is awaiting the engineers written report on the findings by the structural engineer concerning the issues identified with the floor joists and the corresponding bulges in the lower level floor along with the other items that needed to be done with the framing supports under the morning room and corresponding knee wall Drywall contractors will be notified to come in and repair the associated cracks, nail pops, seam separations along with the associated caulking Upon receipt of the engineers report, Ryan Homes has assured us they will come in and conduct the necessary tie-ins/bolting of the main supporting beams under the home and will conduct the corresponding repairs to the lower level floors above along with the doors and/or moldings associated Wednesday, May 2016, was a good day towards resolving our major concerns about the structural integrity of the home and the long term integrity of our investment This has, since day one, been our primary concern While it does not completely erase some of the concerns we have addressed in this note with regards to the initial craftsmanship of our home, those photos or those videos, we do believe that the resulting issues are being addressed It is estimated that the engineering report will be submitted within two weeks and repairs conducted the following week and we would like this complaint to remain open until such repairs are completed We are awaiting a call from the drywall contractor to schedule in those repairs and have been told by Ryan Homes to expect that call to come in sometime this week.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:We have spoken to Tom S [redacted] at NVR for Ryan Homes The solution for the problems did not help or attempt to resolve the underlying water issue that we have in our home and that the neighbor across the street has as well All three bug companies/ exterminators, among them [redacted] University, have stated that the bugs are in our home, because our home has a moisture issue, which has no bearing on the outside areas in our development Moreover, while the bugs are not warrantied, the danger of having our home continually sprayed-- which the exterminator companies told us cannot help, since we have an underlying moisture problem-- is a danger to me-- I'm pregnant-- and our infant son Finally, since the three companies, and [redacted] University have commented on the fact that the bugs are seeking out the mold in our home, we need the water issues resolved, so the mold doesn't continue to grow I have an extreme allergy to mold and cannot live in an environment with it, especially when I am pregnant.Up until this point, Ryan homes has done everything to alleviate looking for the moisture solution Installing dehumidifiers, looking at the drains, and paying for of the extermination treatments we've had done does not fix the underlying moisture problem They keep going back to the fact that the area beside our home is overgrown, but all three companies have attested that it is not an EXTERNAL problem, it is internal with the home Moreover, the homes, besides ours, that are beside the overgrowth do not have infestation issues; thus, that argument is unfounded.Finally, all of these problems have occurred from before us moving into the home These are all documented in reports from the initial inspection The water spots in our basement, infestations, standing water in our basement, and even pictures we have of our basement flooding before we moved into the home, are all documented with pictures and in our building inspection reports Not one of these issues have been resolved and it's been almost one year.The head of the building department for Avon-- [redacted] -- suggested that Ryan homes look at our Clay damn and install an external sump pump to alleviate the problem, which they have told us they are not going to do We want a resolution for the moisture issue for our home We expect more than what Ryan is currently doing, which is attempting to avoid the problem by giving their "solutions" that have nothing to do with fixing the moisture problem Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] MrBrandon K [redacted] from Ryan Homes came to my house, found three cracks on the foundation wall that were leaking water, and said that although this is not covered by the warranty Ryan Homes would go ahead and make it rightThe plan right now is to go ahead and seal the cracks, wait for a few storms to come by to ensure the seal worked, and finally proceed to putting drywall, baseboard, and paintI am currently awaiting for a phone call from the contractor that will seal the crackI will continue to inform as progress is made Regards, [redacted]

Dear [redacted] - Thank you for the opportunity to look into the Revdex.com ID [redacted] Prior to the receipt of this complaint, NVHomes Division Manager, Production Manager and Project Manager reviewed the consumer’s concerns We acknowledged and apologized for the issues outlined in the consumer’s complaint NVHomes is monitoring the progress to ensure all work is done correctly and completed in a timely manner NVHomes expects completion by Friday, June 10th.NVHomes appreciates the efforts of the Revdex.com in bringing closure to this matter Please let us know if you have any questions.Kind regards,Corporate Customer Relations

Dear Ms [redacted] – Thank you for forwarding the additional consumer comments regarding Revdex.com ID [redacted] We stand by our previous response [redacted] kindly requests that the Revdex.com review the original complaint, rejection and the responses to the consumers claims and bring closure to this matterPlease let us know if any further clarification is needed Best regards, Corporate Customer Relations

Dear [redacted] - Thank you for the opportunity to look into the Revdex.com assigned ID [redacted] Our Ryan Homes service team has made arrangements with the consumer to address the outstanding items outlined in the complaintNVR appreciates the efforts made by the Revdex.com in bringing closure to this concern Please do not hesitate to contact us if you have any questions.Kind regards,Corporate Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because it did not provide any constructive resolutions or even accept the fact that I was doing something based on their instructions rather than at my own choiceIf this needs to be the end of the story here at Revdex.com, fine; but I do not accept this response and will keep expressing my opinions to others about this business as I complained here Regards, [redacted] ***

YesThey put a new drain cover onNow I want to wait to see when it rains, that it will actually fix the issue [redacted] * [redacted] Divisional ManagerUnited Auto Credit

Dear Mr [redacted] , Thank you for the opportunity to respond to the Revdex.com ID [redacted] We have met with the consumer and agree to address the concrete settlement We appreciate the efforts of the Revdex.com in bringing closure to this matterPlease do not hesitate to contact us if you have any additional concerns Best regards, Corporate Customer Relations

Dear [redacted] – Thank for your opportunity to look into the Revdex.com ID [redacted] We have reviewed the complaint and would like to not that the contract/purchase agreement projected a March delivery date The contract clearly states that delays can occur with weather, the developer, etc We are currently slated for an April/May delivery and we reviewed with the consumer at the pre-construction meeting on January 12th that her delivery date would be in May Our production team will make every effort to complete the consumer’s home in April but this cannot be guaranteed at this point in time While our sales manager had spoken with the consumer’s realtor in mid-November, our sales manager made no representations regarding the delivery date The consumer visited Westmoore in July and was originally looking at a Tyson with NV Homes The consumer met with our sales representative who walked her through the Tyson and explained that when the 4th floor options were selected, the stairs would be oak Our sales representative then walked the consumer through the [redacted] with Ryan Homes, explained that the [redacted] could also be levels, but the staircase would be carpeted The consumer did inquire with her Ryan Homes sales representative, after the design appointment that she wanted an oak staircase to the 4th levelThis is not an option that we have available for Ryan Homes The consumer did not ask for the oak stair option to be removed until her pre-construction meeting on January 12th, which was months outside of our approved timeframe (week from contracts) to make structural changes as well as months after her design appointment when she originally contacted the sales representative regarding the stairs In the spirit of good customer service, we have made an exception for the consumer and have since removed this option from her home.Lastly, when the consumer purchased her home, we offered granite choices to our Ryan Homes customersWe have since expanded our product offering and have allowed her to select a different countertop.Ryan Homes appreciates the efforts made by the Revdex.com in bringing closure to this concern Please do not hesitate to contact us if you have any questions.Kind regards,Corporate Customer Relations

Dear [redacted] : Thank you for the opportunity to look into the Revdex.com assigned ID [redacted] The [redacted] Homes Production Manager has taken over the service for the consumer [redacted] Homes and the consumer have agreed to schedule service for 8/31/to address most of the outstanding items At the request of the consumer and in agreement with the Production Manager, a second workday was scheduled to begin work on a more complex revisionThis workday is scheduled to begin on 10/5/ [redacted] Homes is committed to delivering quality homes and will engage with the consumer to deliver a positive experience We appreciate the efforts of the Revdex.com in bringing closure to this matterPlease do not hesitate to contact us if you have any additional concerns Best Regards, Corporate Customer Relations

Dear Ms [redacted] , Thank you for the opportunity to look into the Revdex.com ID [redacted] Ryan Homes has review this concern The consumer (who resides at lot ***) did not supply the fence company with a boundary drawing for the installation of his privacy fenceThe fence company found what they presumed were the stakes marking the boundary but mistakenly, ran to the point in turn for the rear property of lot [redacted] (please see the attached photo)Their presumption was to follow the new sod to the stake in the corner instead of finding the iron pin located at the actual property corner As a result Ryan Homes will not reimburse for the moving of the fence as we provided accurate documentation of the property boundaries Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter Please let us know if there are any additional concernsKind regards ,Corporate Customer Relations

Dear [redacted] -Thank you for the opportunity to review the consumers additional comments for the Revdex.com ID [redacted] We stand by our original response The information Ryan Homes provided the consumer in our Limited Homeowner's Warranty (included in our previous response) clearly states the homeowner's responsibility There will be no further action on this.Kindly,Corporate Customer Relations

Dear Mr [redacted] , Thank you for the opportunity to respond to the Revdex.com assigned [redacted] The consumer closed on his home constructed by Heartland Homes, Incin May On December 31, 2012, NVR, Incpurchased certain assets of Heartland Homes, Inc., including the trade name “Heartland Homes”However, NVR is not a successor to Heartland Homes, Incnor did NVR assume any of the liabilities to the closed customers of Heartland Homes, IncThe consumer does have a warranty on his homeIf any items fall within the warranty timeframe, the previous owner would handle the warranty claimThis information has been provided to the consumer We appreciate the efforts of the Revdex.com in bringing closure to this matterPlease do not hesitate to contact us if you have any additional concerns Best Regards, Corporate Customer Relations

Dear [redacted] Thank you for the opportunity to respond to the Revdex.com assigned [redacted] Our Ryan Homes production team met with the consumers on 4/15/to review their Revdex.com complaint and all concerns regarding the construction of the home At this meeting, the consumers indicated that they were comfortable with our response and action plan to move forward They were offered their money back and a full release of contract during the meeting if they did not feel comfortable moving forward The consumers indicated that their desire was to continue the process and purchase the home We appreciate the efforts of the Revdex.com it bringing closure to this matter Please do not hesitate to contact us if you have any additional concerns on this matter Best regards, Corporate Customer Relations

I have reviewed the emails and contract materials in addition to the flyer referenced about the spec and have spoken to the Sales and Marketing Representative, Kim S [redacted] as well as the Sales Manager and Production Manager who authorized the change order for the kitchen cabinets.While there may have been initial confusion created about the color of the cabinets included in the spec home that you purchased and those shown in the model home - all of the contract paperwork as well as the flyer clearly state that the cabinets in the home were "Kitchen Upgrade [redacted] Square Maple Cognac"This is noted on the attached Master Selection Sheet and the Change Order AddendumThe cabinets in the master bathroom are also noted as a separate selection line item as "Vanity Owner's Bath Upgrade [redacted] Square Maple Cognac"There is a bullet on the spec flyer you referenced that notes the kitchen cabinets as "Maple Cabinets" as well.Because this was a spec home - all of these selections noted were already set at the time of purchase and could not be revisedThe contract and subsequent emails between customer and Ryan Homes reinforce that no additional changes could be made to the home since it was already under construction.After the [redacted] Maple Cognac cabinets were delivered to the home for installation, [redacted] 's son stopped by the home and noted that the color of the cabinets was not the same color in our model home and he communicated to her that she may not like the colorWhat followed was a communication between [redacted] , a friend ( [redacted] ), and the Sales Representative about changing the kitchen cabinets - a major challenge because the home was near completion and the Maple Cognac cabinets were in the home.Since the entire purchase process was conducted from out oftown and over email- and in consideration that there may have been confusion about the Maple Cognac color - Ryan Homes Sales and Construction Managers intervened and agreed to allow a late change to the kitchen cabinets.This decision was very costly since it required the additional labor costs of re-packing the cabinets, large shipping fees, and a substantial re-stocking fee for the return of these cabinetsIn addition, we were unable to recoup the cost of the original cabinet suite from the manufacturerNew cabinets had to be special ordered from a local source to expedite the delivery and installation at a much higher cost to us.Because ofthe high cost ofthis change during the trim phase of construction, and to satisfy this customer request to remove the included Upgrade cabinets and replace them with upgrade cabinets, we agreed to make the change for a change fee of $(to offset the costs noted above), as well as the option price difference between the two cabinet upgrade levels - which was $1400.As noted in the attached signed Addendum, this was a solution that both parties agreed to and a Change Order was signed by you on 5/13/Ryan Homes proceeded with the kitchen cabinet revision and the installation of the new white cabinetry.Our team believed that we were able to provide the customer with the cabinetry she preferred in her new home - a fair solution for both parties.The letter appears to reflect two misunderstandings about the upgrade level of the included cabinets versus the white cabinetry, and why the master bathroom vanity color is Maple Cognac.The letter from [redacted] referenced that the white cabinets are the same level of upgrade that she thought she was getting included in the spec priceWhile I appreciate that there was confusion about the actual tone/color of the Maple Cognac cabinet, the level of upgrade never changed in any of the paperwork or in their representationAll contract and selection paperwork refers to the Maple Cognac as "Upgrade 1"The white cabinets ultimately selected are an "Upgrade 2"The new cabinets are a $option upgrade and the maple cabinets included in the original master selection sheet, are a $option upgrade, so the $charge she paid for this was accurate.As for the vanity cabinets - these are a separate feature and a separate line item in all of the master selection paperwork and contract addendaAgain, all ofthe paperwork refers to the vanity cabinet as Upgrade I understand [redacted] may not personally consider this color an upgrade, but they are an upgrade cabinet as referenced on all of the contract paperworkRevising the master vanity was never discussed and no paperwork or change orders were generated to revise this separate option selectionThis selection never changed from the time of purchase to your final delivery and the color was known to be different from the model home at the time of the kitchen cabinet request, so it should not have been a surprise for [redacted] to see this prior to her settlement.Since her settlement over months ago, [redacted] has represented her satisfaction with her new home on several occasions including in an email the day of settlement and on her Customer Survey.While I do understand the areas that created the confusion and missteps in this process, I believe that we offered, and [redacted] accepted, a solution that was agreed to in good faith, by both parties to ensure her satisfaction with her new homeI continue to believe that the fees that were charged for the change are fair and equitable as well as necessary to execute the change requestedUnfortunately, there simply isn't any communication or documentation requesting a change to your vanity that would support a change or a refund at this time.Sincerely, Beth G***, Division ManagerRyan Homes