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From: Revdex.com of Metro Washington DC Date: Tue, Sep 19, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: ***Date: Tue, Sep 19, at 8:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Hi Ms *** ***,I am writing this email to let you know I would like to withdraw my Revdex.com complain which has an assigned ID of *** as NVR Inc has reached out to me and agreed to resolve the issue in a manner which both parties have come to an agreement on

Dear *** ***,
Thank you for the opportunity to look into Revdex.com ID ***Our Heartland Homes Production team has been working to address all of the concerns that have brought to our attention by the consumerWhile there are a few items that are outstanding, Heartland Homes is awaiting
delivery of materials and will schedule directly with the consumer the week of 7/Our records indicate that our Production team has been in consistent communication with the consumer
We appreciate the efforts of the Revdex.com to bring closure to this issueIf you need any further information, please do not hesitate to contact us
Best Regards,
Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID ***Our Ryan Homes Service Manager has contacted the consumer to
review their concerns. We have
acknowledged the contractor had run over the curb and damaged a five foot
section of
sod. We apologized for the situation
and agreed to repair the sod once weather permits
Ryan Homes appreciates the efforts of the Revdex.com
in bringing closure to the matterPlease do not hesitate to contact us if you
have any additional questions
Best 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: ***
I am rejecting this response because:
Its sad to believe that the company that you chose to build your home and spend so much money on could not take the time to help one of its customers outYes we closed on our home in March of2012, and again Ryan homes chose the contractor to pour the concreteWe were informed the builder as well as the contractor should have this informationIf you do not, you would think it would be helpful to help your customers out by obtaining the information even if it has been years since closing in the homeThank you for no help in this matter, I'll be sure never to recommend your company to anyone
Regards,
*** ***

[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: ***
I am rejecting this response because: Although I realize there is no legal claim, I expect a company with a high Revdex.com rating to take it's customer service more seriously There is not even an apology on the sales person's behalf Having a sales person tell me they would take care of me, then hiding behind a legal document once they messed up, really violates the spirit of a company that should be treating it's customers with more care If NVR/Heartland is unwilling to make this right, and wishes to no longer respond, then I ask the Revdex.com to document this as an unresolved complaint and it should affect the company's rating accordingly Thanks again for your help
Regards,
*** ***

Dear *** *** - Thank you for the opportunity to look into the Revdex.com assigned ID ***. Our warranty team has provided additional information regarding the shoe molding. Our warranty supervisor had brought the issue of poor installation to the consumer's attention and noted it would
take - business days for the replacement materials to be shipped. The shoe molding materials were delivered on November 9th and the consumer will be contacting the warranty supervisor to advise of a convenient time for the new install. With regard to the siding: there was a mix up on the correct address with our vendor. This issue has since been resolved. While we do recognize this is the third complaint this consumer has filled with the Revdex.com, we would encourage the consumer to reach out to Customer Care directly at ###-###-#### so that we can address his concerns in a more timely matter. Customer Care is available Monday - Thursday from am to pm EST and Friday from am to pm. Ryan Homes appreciates the efforts of the Revdex.com in bringing closer to this matter. Please do not hesitate to contact us if you have any questions.Kind regards,Corporate Customer Care

Dear Ms*** - Thank you for the opportunity to look into the Revdex.com assigned ID ***. Ryan Homes has reviewed this complaint. The unit was fixed in accordance with the manufacturers recommended course of action however, there is now have an additional problem. The
service tech for this most recent visit recommended that the inducer motor be replaced. Ryan Homes will be replacing the entire unit. Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter. Please do not hesitate to contact us if you have any additional concerns. Kind regards,Corporate Customer Relations

Dear
*** ***,
In
response to the Revdex.com assigned ID ***, the brick selected by the consumer is
known as a “tumbled” brick. These bricks have a rough edge instead of a
neat, linear cut. This can create irregular shaped joints. NVHomes
has inspected the brick
work on this home on multiple occasions and we have
concluded during each inspection that the brick was properly installed and that
there was no defect in materials. Based on the consumers comments, the
brick mason contacted the Brick Institute Association, an agency which
represents the interests of members involved in the brick industry and provides
advocacy and inspection services. An engineer employed by the Brick
Institute Association inspected this home together with other homes in this
community and provided a written report, a copy of which is attached.
This report concluded that full replacement of the brick was not necessary and,
in fact, could cause damage to the home. The report made several
recommendations to enhance the appearance of the brick and these
recommendations have been implemented by NVHomes The brick and the
installation of the brick are covered under the NVHomes Limited Warranty
We
appreciate the efforts of the Revdex.com in bringing closure to
this matter. Please do not hesitate to
contact us if you have any additional concerns
Best
regards,
Corporate
Customer Relations

Dear *** *** - Thank you for the opportunity to look into the Revdex.com assigned ID ***. Prior to the receipt of this complaint, the Ryan Homes service manager had been in contact with the consumer and we're actively working with the consumer to address any warrantable
concerns. Ryan Homes will be addressing the one time drywall on Saturday, February 4th and the estimated delivery date of the replacement cabinet is Friday, February 10th.Ryan Homes appreciates the efforts of 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 Administratively Resolved] Complaint: ***I am rejecting this response because:There are several inaccuracies in the reply by the Corporate Customer Relations department and this is more then warranty work; I want the repair job that was started to be completed. The initial complaint started prior to December but was formally submitted on our day list as instructed by our Project manager; Brady.We were informed it would not be looked at until the spring thawThe pipe that was installed (as seen in these photos; *** ) is an improper installation of a french drain that was installed in February I communicated this with our project manager who said again, that I was right, they did a bad job and that it wouldn't be the permanent solutionHe requested that I wait a few months to see if it does anythingHe also said we didn't need to worry because it'll get fixedI asked what a permanent fix would be and Brady stated that most likely running a better pipe solution to the storm water drains during the development of the next phase of lotsThe problem did not go away so I filed a formal ticket on August 25th after trying to work with Brady and Shane (Brady's replacement) but nobody responded or followed throughIt was about months since *** took ownership of the issue but left it unresolved; not roughly a year. As seen in the photos there is no proper pipe entrance for customer maintenance or water flowThe placement of the rock was done so to prevent my daughter from playing in the marsh that developed.It was done after the water continued to seep through the ground not prior and has not gotten worse since the rock was placed there. You can see in the photos that the contractors hired by *** improperly installed a french drain using an unsleeved pipe without gravel and was certainly not deep enough to achieve the desired results of water mitigationThis is clearly a situation where corners were cutThey additionally damaged the silt fence to force the undirected water flow into adjacent lots which is eroding the land of the undeveloped lotsAny civil engineer or landscape architect will conclude that this was done improperly, without regard to consequence and is most likely causing additional water issues as a result of the corners cut. I have also included a copy of the customer warranty (in the attached photos) information regarding standing or ponding waterIt states under section "Performance standard" that; "The necessary grades and swales shall have been established by us to insure proper drainage away from the homeStanding or ponding water shall not remain for more than hours in the immediate area after a rain; except in swales which drain other areas." I still maintain that this has not been done and inferior/questionable methods were taken to attempt to resolve the issueI see no clause that identifies natural causes for ponding water to not be addressable issues. Further; The improper water mitigation installed by Fox Ridge and it's contractors violates MtJuliet storm water and water mitigation codes under section 4-and sub codes(4-through 4-106.303) in violation of Ordinance 2-20-and Ordinance No3013-(adopted Nov25th 2013) all sections through (in part but excluding section 9) and appears to also violate sections of the Federal EPA codeCFR 122.26.I have contacted the City of Mount Juliet for additional direction.Regards,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response not because:of the energy star requirement and efficiency but because of the size. My house should have received a 75 gallon water heater as did all of my neighbors. The builder put in a 50 gallon water heater which is not the proper size for this home. I did not pay any less for my house than my neighbors so this I why I do not understand why I have a 25 gallon smaller hot water heater.It seems like the builder is trying to avoid this issue.
Regards,
[redacted]

[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], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted], Thank you for the bringing the additional concerns for the Revdex.com ID [redacted] to our attention.  Ryan Homes does not require batch tickets for any concrete work that is performed.  At the time of delivery, Ryan Homes confirms the material/psi of the concrete; however, those are reviewed on site and confirmed at time of delivery, not retained.  Unfortunately, we do not have any material records that we have access to given the age of the home. The consumer settled on the home in March of 2012.  Ryan Homes warrants the concrete for a period of one year.  Ryan Homes appreciates the efforts of the Revdex.com.  Please do not hesitate to contact us if you have any additional concerns. Best regards,Corporate Customer Relations  [redacted]

Dear [redacted] -
In response to the rejection to the Revdex.com ID [redacted], the sales agreement that was included by the consumer in the rejection dated 1/15/2016, notes that the date 09/02/2010.
The consumer closed on her home constructed by [redacted] Homes, Inc. in April 2011. On December 31, 2012, NVR, Inc. purchased certain assets of [redacted] Homes, Inc., including the trade name “[redacted] Homes”. However, NVR is not a successor to [redacted] Homes, Inc. nor did NVR assume any of the liabilities to the closed customers of [redacted] Homes, Inc.
The consumer does have a warranty on her home. If any items fall within the warranty timeframe, the previous owner would handle the warranty claim. This information has been provided to the consumer on numerous occasions and all future rejections to this complaint will be responded to in the same way.
Regards,
Corporate Customer Relations

Dear [redacted] -    Thank you for the opportunity to look into the Revdex.com ID [redacted].  Our Ryan Homes service and management team have reviewed the concerns outlined in the Revdex.com complaint.  The warranty purchased with the consumer's home does not cover issues regarding insect...

infestation.   To date the consumer has contacted us several times in regards to the source of insect issue being a moisture problem in their home. We understand that they have also contacted the City of Avon. Recently, the consumer provided us with two exterminators receipts and a diagnostic report from [redacted] University. All documentation indicated the bugs in their home are not a physical threat.   Even though this concern is not covered with the limited warranty, Ryan Homes has responded to try and identify a problem with the home.   To remove any excess post-construction moisture, we installed commercial dehumidifiers in the basement. To remove any post construction insects, we employed [redacted] to spray the basement and garage. Additionally, we installed a sump pump with a different float switch.   Recently, we have visited the property on several occasions to inspect the garage and basement. During our inspections we have viewed the drain tile and connecting downspouts with a camera, performed moisture readings and have found no construction defects or excessive moisture.   We did find the presence of moisture in the area below the slab by the future basement bath rough in plumbing. This is not uncommon and does not indicate a problem as the slab has been sealed with a vapor barrier. The area below the vapor barrier is connected to the sump pump through a system of gravel and holes that are located in the sump pump crock.  The consumer has modified the sump pump float switch and crock from the original design causing the flow of water to slow down prior to being removed from the home. Ryan Homes strongly suggests the removal of the screws installed and adjust the float switch back to its original setting. This should remove moisture from under the slab at a faster rate.   Other items we noticed while inspecting the property are as follows: Common area to the left of the garage is overgrown and is showing past signs of standing water. Ryan Homes has been in contact with both the city and the developer about this. In the interest of our customers, Ryan Homes has agreed to complete the walking trail for the developer. After this work is complete, we suggest that the consumer monitor this area to ensure it drains properly. The presence of standing water could be a source of unwanted insects. The stairs to the concrete patio have been installed incorrectly. As we previously brought to the consumer's attention, the contractor who installed the patio has not properly flashed the area where the stairs meet the home. Even though it is pitched properly it could still cause water infiltration and other issues to the structure and siding. We also question whether or not a footer has been installed below the stairs. If not the weight of the stairs could separate from the wall causing more issues over time. The landscaping and grass have not been installed. Currently there is nothing stopping the water from being absorbed into the ground. We suggest the consumer complete the installation of grass and landscape beds. Ryan Homes has been responsive and has taken the consumer's concerns seriously and have verified through various reading and tests, that we cannot find a construction defect with the home. We will address the common area as this may have a positive effect on the amount of moisture related insects for the consumers and their neighbors.   Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern.  Please do not hesitate to let us know if you have any questions. Kind regards, Corporate Customer Relations

Dear [redacted],
Ryan Homes is in receipt of the complaint generated by the consumer with the Revdex.com ID [redacted]. We take this complaint, its resolution and our customer service very seriously. We also acknowledge that any service related issue for our customers can be a frustrating experience, and...

one that we make every effort to address and minimize. We have put forth significant effort to coordinate service visits to address those concerns.
The consumer noted 5 items outstanding that we would like to respond to:
1. Noise and vibration concerns related to the outside air conditioning unit, adjacent to the master bedroom. The consumer indicates it has been a "phone tag game". The following is a record of service interaction from our HVAC Contractor and Ryan Homes Service Manager attempting to diagnose and respond to the customers concerns.
• 3/4/15 Ryan Homes was made aware of this concern. On the same date a message was left for the consumer from our HVAC Contractor that they were aware of the issue, and were calling to schedule a service appointment.
• 3/26/15 HVAC Contractor left a 2nd message after not getting any response to the message left on 3/4/15.
• 3/26/15 HVAC Contractor left a 3rd message in regards to the work order of 3/4/15.
• 4/2/15 HVAC Contractor left a 4th message in regards to the work order of 3/4/15
• 4/7/15 Work was scheduled and performed on the unit in an effort to reduce the noise.
• 4/28/15 A new service call was received indicating the noise was still present. Work was scheduled for 5/14/15.
• 5/14/15 The consumer was not home and the appointment was cancelled.
• 5/27/15 The consumer called back about the noise. Service was set for 5/28/15.
• 5/28/15 Upon inspection it was determined additional work was necessary and a follow-up visit was scheduled for 6/19/15.
• 6/19/15 Upon arrival for the service call, the consumer was not home and the appointment was cancelled.
• 6/23/15 The consumer called back about the noise. A service appointment was scheduled for 6/25/15.
• 6/25/15 The consumer canceled the appointment and told the HVAC Company he would call back to schedule a new appointment.
• 7/15/15 After numerous calls to the consumer and cancelled appointments, Ryan Homes sent the consumer a letter dated 7/15/15, documenting the most recent canceled appointment and requesting he reschedule the appointment at his earliest convenience.
• 8/4/15 Ryan Homes Customer Service call center received a service call for the HVAC noise issue. Our Service Manager returned the call that same day, but had to leave the consumer a message.
• 8/6/15 Ryan Homes received the Revdex.com Complaint.
• 8/7/15 After leaving messages for the consumer on 8/6/15, the Ryan Homes Division Manager spoke to him on 8/7/15.
• Ryan Homes scheduled a service call for 8/12/15 to address all issues noted in the complaint.
• 8/11/15 The consumer called our Service Manager late in the day to cancel the service appointment scheduled for 8/12/15 and rescheduled the appointment for 8/21/15.
• Ryan Homes and the HVAC Contractor feel we have done everything possible to coordinate with the consumer to respond to the HVAC issue. Multiple no shows to appointments and cancelations from the customer have prevented this from occurring. We do feel we know the cause and remedy for the issue, and are ready to address it as soon as we can gain access to the home.
2. Floor in the master closet makes loud "crunching noises". We were first made aware of this issue on 8/4/15. Our warranty period is for one year on this type of item. The consumer settled on their home on 5/16/14, therefore, this issue is no longer under warranty.

3. "Header in the Kitchen has an unbelievable warp" • This item had been discussed previously and it was agreed to be addressed during the customer 1 year drywall inspection. That inspection has been scheduled for 8/17/15. This appointment has been scheduled for this date for several weeks. We have not been given the opportunity to address this item, and therefore disagree that with the statement that we have been unresponsive.
4. Baseball size hole below the stove. This service call was received on 6/23/15. Our technician went to the home on 6-24-15 and repaired the hole mentioned.
5. Irrigation System does not function properly. This service call was received on 6/26/15. As this item was beyond the warrantee period, the consumer was instructed to contact the irrigation company to schedule service to adjust the sprinkler heads. He indicated to our service personnel at that time that he may do the work himself.
Regardless of our warranty periods, as a customer courtesy Ryan Homes has agreed to review all of the items noted in the consumers Revdex.com complaint during our service appointment scheduled for 8/17/15 and 8/21/15. Ryan Homes has communicated this to the consumer as well. Ryan Homes will continue to stand behind our product and we will continue to work towards satisfactory resolution for any items present and future in the consumer’s home.
We appreciate the efforts of the Revdex.com in bringing closure to this complaint. Please do let us know if you have any additional concerns.
Best regards,
Corporate Customer Relations

Dear [redacted],

Thank you for the opportunity to respond to the Revdex.com ID [redacted].

Ryan Homes records show that our Production team, as well as Sales as been in consistent communication with the consumer. Ryan Homes has responded, answered and addressed each concern the consumer has raised...

within a reasonable amount of time. Ryan Home standard response time is 24 to 48 hours, Monday through Friday.

We appreciate the efforts of the Revdex.com in bringing closure to this matter. Please 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 look into the Revdex.com assigned ID [redacted].  Ryan Homes has looked into this complaint and found that while it was an error that not ALL condominium fees were collected at settlement; and ALL amounts collected were sent to [redacted]...

[redacted], there are several areas within the purchase agreement that reference the fees that are the homeowner’s responsibility:   Purchase agreement:  Page 5, paragraph 12, letter C:  It notes that the buyer is required at settlement, to pay a capital contribution equal to three months of assessments.Montgomery County Addendum, page 4 of 6:  There is a section titled” Notice of Special Tax or Assessments”.  This area lists the Homeowner’s Association with mandatory fees.[redacted] Community association budget:  There is a box at the top of the form noting the Monthly Assessment.  This budget is a document the purchaser is required to sign at the time of contract.  This amount is payable to [redacted].Cost estimate:  Lists the HOA set up fee as well as the Capital Contribution amount.  This document was signed at the time of contract.   Amount of monies sent to Vanguard that result in an overpayment can be requested to be refunded.   The homeowner must send a request, in writing, to Vanguard to receive the refund.  [redacted] is working with customers to accept payment plans for the amounts due.  Any amounts refunded from Vanguard can be used toward the amount due to [redacted].   To further clarify, Vanguard is the property management company responsible for [redacted] Community Association.  [redacted] is the management company associated with The Courts at [redacted].   Because your condominium is within the [redacted] Community, and you are a member of the condo regime of The Courts at [redacted], fees are collected by both entities.   Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern.  Please let us know if you have any other questions.   Kind 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], and find that this resolution is satisfactory to me. 
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, 2015. We appreciate...

the efforts of the Revdex.com, please do not hesitate to contact us if you have any additional concerns. Best regards,Corporate Customer Relations