Efile Salon

Dear [redacted],
Thank you for the opportunity to look into the additional concerns raised by the consumer for Revdex.com ID [redacted]. We stand by our previous response. The issue that occurred to cause damage to the sewage pipe under the driveway was a county issue and therefore, not one that is warrantable through Ryan Homes, nor one that Ryan Homes will take responsibility for.
We appreciate the efforts of the Revdex.com in bringing closure to this matter. Please let us know if you have any additional questions or concerns.
Regards,
Corporate Customer Relations

Dear [redacted] - Thank you for the opportunity to look into the Revdex.com ID [redacted].  Ryan Homes has reviewed the concerns outlined in this complaint and would like to offer the following:Ryan Homes stopped offering "Final Reviews" as of January 1, 2016.  The consumer contracted with Ryan...

Homes in April 2016.  Our warranty team agreed to meet with the consumer at his home on November 27 to answer any questions he had and address any warrantable items.Attached you will see a copy of the Radon Test that was done 12/6/16 - 12/8/16 and show results of 3.3pCi/L, the EPA does not require action if the levels are below 4.0pCi/L. 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 questions.Kind regards,Corporate Customer Care

Dear [redacted],
Thank you for the opportunity to respond to the Revdex.com assigned [redacted].
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 his 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.
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].  Our Ryan Homes service team has made arrangements with the consumer to address the outstanding items outlined in the complaint. NVR 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].  Our records show consistent response and repair to all warrantable items brought to our attention within the 1 yr Limited Builder Warranty.  Our General Manager has reached out to the consumer on...

October 19, 2016 to review all concerns noted in the Revdex.com complaint.  The consumer agreed to meet our General Manager at his first available appointment of Tuesday, November 8, 2016.NVHomes appreciates the efforts of the Revdex.com in bringing closure to this matter.  Please let us know if you have any questions with regard to this matter.   Kind regards,Corporate Customer Relations

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com assigned ID [redacted]. Our [redacted] Homes service manager has been in contact with the consumer. The consumer understands that while [redacted] Homes did install a drainage pipe shortly after their settlement in an effort to...

help with the ground water, [redacted] Homes does not and is not able to warranty naturally occurring springs or ground water situations. Our [redacted] Homes service manager has also explained to the customer that it is not our responsibility to maintain the drainage pipe that was installed roughly a year ago or take further action with the natural ground water (in accordance with our warranty and purchase agreement).
Our [redacted] Homes service manager observed that near the entrance of the drainage pipe the consumer has placed a large rock which is currently acting as a partial dam and is dispersing the ground water several directions, some of which is draining towards their neighbors yard. It was discussed that as a courtesy [redacted] Homes would assist in removing the rock which was left in their yard from the original build. The consumer also agreed to fill in the void from the rock and fill in the small gully that was created when the fence was installed between the two lots. [redacted] Homes discussed that the pipe is truly discharging a large percentage of the water off of their property, as designed, but that it is believed the rock was potentially crushing a portion of the pipe as well as damming and redirecting the remaining percentage of the water throughout the yard.
We appreciate the efforts of the Revdex.com in bringing closure to this matter. Please do not hesitate to let us know if there are any additional concerns on this matter.
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, the refund check was delivered to the consumer.
We appreciate the efforts of the Revdex.com in bringing closure to this complaint. Please let us...

know if you have any additional concerns.
Best regards,
Corporate Customer Relations

Dear [redacted], Thank you for the opportunity to look into the Revdex.com ID [redacted].  Our service manager met with the consumer and believes that the source of the small leak is a due to a lack of homeowner maintenance.  However, as a courtesy, our vendors are scheduled to caulk the...

tile and repair the drywall on Monday, October Prior to the receipt of this complaint, Ryan th.   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

[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.  My wife and I would like to have this complaint remain open until all work has been completed  
Regards,
[redacted]

Dear Ms. [redacted] -  Thank you for the opportunity to look into the Revdex.com assigned ID [redacted].  Prior to the receipt of this complaint, our service team agreed to address the concerns outlined in the complaint in the spirit of good customer relations.  Ryan Homes would like it noted...

that the roof issue was due to a possible bullet hole and not a result of poor installation or a manufacturing defect.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern.  Please do not hesitate to contact us if you should have any questions. Kind regards,Corporate Customer Care

Dear [redacted] – Thank you for the opportunity to look into the Revdex.com ID [redacted].  Upon receipt of this complaint, our sales team reached out to the consumer and completed a purchase agreement.  We do not believe this issue is still of concern for the consumer.  We appreciate the...

efforts of the Revdex.com and encourage you to contact us if you have any additional questions.  Kind regards,Corporate Customer Relations

I am rejecting this response because Ryan Home is responsible for the damage to my vinyl siding , for the reasons that I stated in my complaint. Ryan home stated in their last response that your office forwarded to me, that as far as they (Ryan Homes) is concerned, they have taken the position that the matter is closed.
Regards
[redacted] \

Dear Ms. [redacted],Thank you for the opportunity to look into the Revdex.com ID [redacted].  We have reviewed the complaint and offer the following.In response to the customer’s claim “window flashing not integrated properly with the house wrap” Siding was pulled at all of the windows on the first...

and second floor of the home.  House wrap was inspected and repaired as necessary.  The consumer’s home inspector was present on site while this work was completed.  There is currently no evidence of leaks in any of these windows.NVHomes had a structural engineer test the window where the 25% moisture reading was taken.  There was no evidence of elevated levels of moisture at the time of the inspectionNVHomes did have an issue with the basement window installation in the concrete foundation.  All basement windows were replaced as a belt and suspenders approach to ensuring the issue would be resolved. It is important to note that the installation of windows in a concrete foundation is completely different to installing windows in a framed wall with house wrap.  There would be no correlation between issues with basement windows vs. issues with windows in other areas of the home.The consumer did experience a dam sill leak in 2 of their windows.  The manufacturer recommends sealing the dam sills with 100% silicone.  This was completed as necessary.In response to the customer’s claim “identified problems with the installation of the metal roofs…installation does not meet applicable standards” NVHomes has had the metal roof inspected by the owner of the company who installed the roof AND a 3rd party independent roofing company.The findings of the third party were: The wall termination between the roof and wall is typical of most residential installations done in the Philadelphia region. This flashing component is the same shop bent fabrication ESP currently uses on all NVHomes metal roof installs.It is important to note that the metal roofs installed in this region are fabricated by the contractors who install them.  This means that the installer is the manufacturer and responsible for the performance of these roofs through their warranty. There has been no evidence of water infiltration from the metal roofs.NVHomes has worked diligently to address all warrantable concerns for the consumers and will continue to do so.  NVHomes appreciates the efforts of the Revdex.com in bringing closure to this matter.  Please do not hesitate to contact us if we can be of assistance. Regards,Corporate Customer Relations

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com ID [redacted]. It is the responsibility of the consumer to apply for a tax abatement. An acknowledgement stating the customer responsibility was forwarded to the consumer by NVR, Inc. and was signed by the consumer on May 10,...

2014 (attached). It is the also the responsibility of the consumer to obtain the building permit per the county’s instructions (http://www.[redacted]). As such, we respectfully request the closure of this complaint. We appreciate the efforts of the Revdex.com and encourage you to contact us if you have any additional questions or concerns.
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 codes. The consumer settled on his home on 3/18/09 and has not had any issues during normal weather patterns. During the all-day rain on 2/3/16 the home did not leak any water into the vent. It is NVHomes position that this occurred due to the extreme weather associated with the Storm Jonas. NVHomes 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 matter. If you have any questions, please do not hesitate to contact us.
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]

[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: Ryan Home is trying to muddle two issues into one:Issue 1. A fix that resulted in additional creaking problems which was neither reviewed or attempted to be reviewed by the Ryan property manager. I would like these additional creaking problems caused by a previous attempt to fix reviewed & corrected by Ryan Homes.  If Ryan accepts this proposal, both the Ryan representative and I will agree on the scope and extent of the fix and put this issue behind us. Issue 2. The second issue stems from my concern about the structural integrity of the floor in wake of the severe noises heard when a person walks on it. I would like to propose that Ryan share with me the design intent (maximum load bearing capacity of the beam) and maximum allowable deflection of the floor above the bulkhead. At minimun, I would like to get the the engineering contact that I should be working with to get this information.  Both issues are exclusive and must be addressed separately.
Regards,
[redacted]

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com assigned ID [redacted]. Following the receipt of this complaint, the consumer contacted NVR Mortgage to make other arrangements to complete their transaction. We believe that this complaint has been resolved directly with the...

consumer.
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.
Kind regards,
Corporate Customer Relations

Dear [redacted] -
Thank you for forwarding the Revdex.com ID [redacted]. [redacted] Homes acknowledges that we did not contact the consumer after our last response. This was simply an oversight and [redacted] Homes has contacted the consumer and will work directly with the consumer to find a resolution.
[redacted] 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 [redacted] –
Thank you for the opportunity to look into the Revdex.com assigned ID [redacted]. Ryan Homes takes all customer concerns very seriously.

The initial walk thru list referenced by the consumer was generated on 11/24/15. The list was completed on 12/4/15, however, the consumer...

declined to sign off on the list as completed as new items had been identified in addition to the list of 11/24/15. We understand this concern and have continued to work with the consumer for resolution of all items.

Work was schedule on 12/14/15 to address the remaining paint items. Upon arrival, the scope of work had increase 3 times from what had been agreed to. Due to the unexpected increase scope of work, the completion of the paint items was scheduled on 12/16/15. On 12/16/15, significant new items had been marked for attention; therefore, completion was scheduled for 12/18/15. On 12/18/15, additional new items had been marked for attention as well as concerns regarding the hardwood steps. While the steps changed the finish criteria established, we agreed to address the concerns on 1/8/16.
On 1/6/16, Our Ryan Homes Project Manager and Senior Project Manager met with the consumer to confirm all work scheduled for 1/8/16. The consumer requested that the work be split over the course of 2 days: 1/8/16 and 1/15/16. All work scheduled for 1/8/16 was completed and the remainder of the consumers concerns scheduled to be addressed on 1/15/16.
Ryan Homes has taken and will continue to take the consumers concerns very seriously. We have scheduled to the consumers availability and not pushed back when the scope of work has unexpectedly increased. On each occasion a Ryan Homes Manager has been present in the home as work has progressed. Ryan Homes has also had managers from the painting company as well as the flooring company present to review the work and move the process along.
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. 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.
Regards,
Corporate Customer Relations