Efile Salon

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com ID [redacted]. Our Ryan Homes Production Manager has contacted the consumer and has worked to address the concerns outlined in the complaint.
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 questions.
Kind regards,
Corporate Customer Relations

Dear [redacted] – Thank you for the opportunity to look into the Revdex.com ID [redacted].  We have looked into this complaint and found that the consumer had a homesite reservation on a lot in our [redacted] community. Ryan Homes released 3 new lots in the community which were the only 3...

that could accommodate a basement foundation, the balance of the lots in the community are all slab lots.  The incentive in the community is a Morning Room.  The Sales Rep in the community did inform the consumer that the basement would be finished and the consumer would receive the Morning Room incentive.  This was a mistake by the Sales Rep; the incentive was intended to be a Morning Room OR a finished basement, not both features combined.  This was uncovered prior to contract.  The consumer to date has not entered into a Purchase Agreement.    The homesite reservation holds the lot; it has no bearing on price or incentives.   We informed the consumer that the combination of the Morning Room and Finished basement was not included in the base house sales price.  We have given the consumer the option to select and pay for the Morning Room or they can elect not to purchase and terminate the lot hold.   The consumer and their realtor have met with our Sales Rep and our Sales Manager and we have communicated our position.  There will not be any additional action on this matter from Ryan Homes.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern.Kind regards,Corporate Customer Relations

Dear [redacted],
Thank you for the opportunity to respond to the Revdex.com ID assigned [redacted]. Due to the schedule of the consumer, Ryan Homes was unable to inspect the circumstance that has generated the complaint prior to the deadline for response date. Ryan Homes will review the concern with the...

consumer late next week.

We appreciate the efforts of the Revdex.com in bringing this to our attention. If you have any additional concerns, please do not hesitate to contact us.
Best regards,
Corporate Customer Relations

Dear [redacted],
 
Thank you for the opportunity to look into Revdex.com ID
[redacted] regarding the issues you are experiancing in your home. The local office will be contacting you to schedule a meeting regarding all items of concern.
 
We appreciate the efforts of the Better...

Business Bureau to bring
closure to this issue. If you need any further information, please do not
hesitate to contact us.
 
Best Regards,Corporate Customer Relations

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com assigned ID [redacted]. Prior to the receipt of this complaint, our Ryan Homes Service Manager contacted the consumer to meet and review her concerns. Ryan Homes has agreed to remove and replace the garage weather lip area, as...

well as the driveway apron below the city walk to the street. These repairs/replacements will take place in late summer 2016 as weather permits.
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 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:In my complaint I stated my desired outcome to have Ryan Homes honor the warranty agreement and cover the cost to repair the damaged sewage pipe under my driveway identified in the presence of Ryan Homes Rep by [redacted]  [redacted], Ryan Homes Plumber. There's a possibility that the damaged pipe may have caused the sewage backup but Ryan says the damaged pipe is normal. It will remain unknown as to what caused the backup but the damaged sewage pipe of my new home needs to be repaired because my house is still under warranty. 
Regards,
[redacted]

Dear Ms. [redacted], Thank you for the opportunity to look into the Revdex.com ID [redacted]. Ryan Homes’ service department was able to inspect the area of concern with the basement foundation on December 19, 2016. They identified a foundation crack typical of repair within the first year warranty. As...

this home settled in May of 2013, this type of issue would be beyond that time frame; though we were able to provide the consumer with a local contractor for repairs, costing considerably less than the original estimate provided by an outside vendor. We believe that we have addressed the concern in a manner which was satisfactory to the consumer.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter.  Please let us know if there are any additional concerns. Kind regards,Corporate Customer Relations

Dear Ms. Tilghman -  Thank you for the opportunity to look into the Revdex.com ID [redacted].  The consumer contacted Ryan Homes in June with approximately 10 different items they requested repaired in their home. Our service team responded immediately and repaired most of the items. There...

were a few items that required contractors that we scheduled that day. One of which was a floor squeak that we do not warrant but would take care of out of the spirit of customer service.  We also ordered her a bathroom mirror that has a small chip out of it. Our service team advised this also was something that was out of warranty due to them being in their house a year however we ordered them a new one.  The service manager explained it may take some time to get and would follow up with them when we received it.  We received the mirror on Tuesday, July 18th and delivered it yesterday to their home. The mirror was installed on Friday, July 21st.  Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this complaint .  Please do not hesitate to contact us if you have any additional concerns.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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It does not provide a fulsome enough answer to the original question.  Was NVR's acquisition of Heartland Homes' assets a purely asset based transaction, or was it a stock or controlling interest acquisition?  Are any members of Heartland Homes' former Board of Directors or executives in any way affiliated with NVR, or related to any of them?  I ask this because as I understand it, NVR purchased all or substantially all of Heartland's assets, leaving if anything, a shell company wholly incapable of ever honoring any of Heartland's warranty obligations.  At best this would be a very sharp business practice, or worse it would seem to be the perpetuation of a fraud against all Heartland homeowners.
Regards,
[redacted]

[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 because:we heard back from project manager, however our work hadn't been complete at this time. We will not close our claim until all work is completed and satisfactory 
Regards,
[redacted]

Dear [redacted]
Thank you for the opportunity to look into the Revdex.com assigned ID [redacted]. Ryan Homes has reviewed the complaint and the history on the house and agreed to look into this further. Ryan Homes will contact the consumer and work with them to come to a resolution on the...

repair.
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter. Please do not hesitate to contact us if you should have any additional concerns.
Best 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 while we are moving forward with building the home, I think it's important to note that the company was unwilling to hold me harmless for the large error that was made.  However, I love the home and am willing to go forward with NVR.  Thank you for your help in this matter.
Regards,
[redacted]

Good Day,
I have reviewed the response made by Ryan Homes (complaint ID [redacted]). Overall, I have no choice but to accept this response and close the complaint.  The organization will say whatever it takes to avoid spending any money to satisfy a customer.  Yes, they did offer an in-home air test for mold.  However, that does not satisfy the fact that all of the hardwood in my kitchen was wet from pooled water.  Moreover, the flooring technicians personally told me that it was mold.  It is the opinion of Ryan Homes senior managers that suggest that it is consistent with water stains.  Its fine... this is just another example of how "big-business" avoids taking responsibility for their mistakes.  As long as they see growth in their revenue and the profit margins are good.  Thank you for your help.  We will just move as soon as I have positive equity in the home. 
Thanks,
[redacted]

Dear [redacted] –  Thank you for the opportunity to look into the Revdex.com ID [redacted].  Prior to the receipt of this complaint, Ryan Homes had ordered materials and scheduled repairs to the consumer’s flooring.  Ryan Homes is currently onsite and in the process of replacing the...

hardwood; unfortunately the new wood does not match.  Ryan Homes is working to locate a different supply for a better match.  If we are unable to locate a match, Ryan Homes will reorder enough material to replace the entire first floor.   Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter.  Please let us know if you have any additional concerns. Kind regards,Corporate Customer Relations

Dear [redacted] –  Thank you for forwarding the Revdex.com complaint assigned ID [redacted].  Ryan Homes has reviewed the concerns submitted by the consumer and agreed to work directly with our customer to address the issues outlined in the complaint.  Ryan Homes is committed to see this...

issue through to resolution with the consumer.   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 additional concerns. Kind regards,Corporate Customer Relations

Dear Ms. [redacted] – Thank you for the opportunity to look into the Revdex.com assigned ID [redacted].  We have reviewed your concern and our Sales team has worked directly with the consumer to resolve the issue.  Ryan Homes appreciates 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 [redacted]
Thank you for the opportunity to look into the Revdex.com ID [redacted] Prior to the receipt of this complaint, our Customer Care forwarded a service request to the Ryan Homes Service Team. Ryan Homes has made arrangements for the repair to be completed on Tuesday, November 3rd. We...

believe that once the repair has been made, this complaint will be fully resolved.
We appreciate the efforts of the Revdex.com in forwarding this response and bringing closure to this concern. Please do not hesitate to contact us if you have any additional questions on this matter.
Best regards,
Corporate Customer Relations

Dear Ms. [redacted] -  Thank you for the opportunity to look into the Revdex.com ID [redacted].  Prior to the receipt of this complaint, our Ryan Homes service team scheduled repair to be completed Tuesday, September 5th.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

[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]

Mrs. [redacted],    Thank you for your time on this matter. I have spoken with Mr. [redacted] and a gentleman by the name of Ben and there was no offer to have the items repaired and I have a recording from the project manager that he was going to contact the service center on my issues and nothing was ever put in and no service ticket was issued. I had a meeting with the county inspector today at my home and there are several code violations that were noted regarding these problems. There are lawyers involved at this time and Ryan homes is just wasting your time on getting these items resolved. No effort has been taken to correct the issues.  Respectfully [redacted] 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]