Efile Salon

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com assigned ID [redacted]. Ryan Homes has worked directly with the consumer to address the concerns outlined in the complaint. We believe that this matter can be considered resolved.

We appreciate the efforts of the Better...

Business Bureau in bringing closure to this matter. Please do not hesitate to let us know if you or the consumer has additional concerns.
Best regards,
Corporate Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Mr. Brandon 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 right. The 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 paint. I am currently awaiting for a phone call from the contractor that will seal the crack. I will continue to inform as progress is made.  
Regards,
[redacted]

Good afternoon [redacted],
Thank you for the opportunity to respond to the Revdex.com ID assigned [redacted]. This complaint was originally filed under the ID [redacted]. The consumer’s home was settled on May 28, 2013. There is a one year warranty on the issue that the consumer has filed with the Better...

Business Bureau. The original Revdex.com ID assigned [redacted] was closed by the consumer because Ryan Homes was already in the process of assisting the consumer with their concerns. Despite the expiration of the one year warranty, Ryan Homes continues to work with the consumer to assist with the repairs of their leaking shower pan.
We appreciate the efforts of the Revdex.com in bringing closure to this matter. While there are occasions where the Revdex.com raises our attention to a matter that we need to respond to, in this case, we have been working with the consumer while both complaints were filed and we respectfully ask that the Revdex.com close the Revdex.com ID assigned [redacted] as resolved.
Best regards,
Corporate Customer Relations

Dear [redacted] - Thank you for forwarding the additional comments from the consumer.  Ryan Homes stands by our previous response.  We are committed to work with the consumer to address the concerns previously outlined, however, in order to do so, we will need access to the home.  Ryan Homes is unable to make repairs without access.We appreciate the efforts made by the Revdex.com in bringing closure to this matter.Kind regards,Corporate Customer Relations

Dear Ms. [redacted],Thank you for the opportunity to look into the Revdex.com assigned ID [redacted].  Ryan Homes has reviewed the issues outlined by the consumer.  Our service manager has reached out to the consumer to schedule a timeframe to address his concerns.  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 additional concerns.  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 at this point. I will re open or create a new complaint if more issues come up.
Regards,
[redacted]

Dear Mr. [redacted] –
Thank you for the opportunity to look into the Revdex.com ID [redacted].

The consumer settled on their home on October 8, 2008. All items outlined within the complaint are covered for a period of one year with Ryan Homes. Ryan Homes completed a 1 year Drywall Inspection in August...

2009 and a Final Review Inspection in September 2009. Our customers can call Customer Care, Monday through Friday from 7 am to 7 pm or enter an on-line service request at www.MyRyanHome.com by simply clicking on “Service Request”. Ryan Homes does not have any record of the consumer having contacted us with regard to their concerns neither inside nor outside of the Limited Warranty time frame. As such, Ryan Homes will not take responsibility for the concerns mentioned in the complaint.
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 or concerns.
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 1 [redacted] Square Maple Cognac". This is noted on the attached Master Selection Sheet and the Change Order Addendum. The cabinets in the master bathroom are also noted as a separate selection line item as "Vanity Owner's Bath Upgrade 1 [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 revised. The 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 color. What 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 cabinets. In addition, we were unable to recoup the cost of the original cabinet suite from the manufacturer. New 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 1 cabinets and replace them with upgrade 2 cabinets, we agreed to make the change for a change fee of $2000 (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 5/13/15. 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 price. While 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 representation. All 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 $4195 option upgrade and the maple cabinets included in the original master selection sheet, are a $2795 option upgrade, so the $1400 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 addenda. Again, all ofthe paperwork refers to the vanity cabinet as Upgrade 1. I understand [redacted] may not personally consider this color an upgrade, but they are an upgrade cabinet as referenced on all of the contract paperwork. Revising the master vanity was never discussed and no paperwork or change orders were generated to revise this separate option selection. This 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 6 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 home. I continue to believe that the fees that were charged for the change are fair and equitable as well as necessary to execute the change requested. Unfortunately, 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[redacted], Division ManagerRyan Homes

From: [redacted]<[redacted].com>Date: Thu, Jul 13, 2017 at 10:39 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]@myRevdex.com.orgComplaint ID - [redacted] - I am writing to inform...

you that my issue has been resolved by NVR.  It was a pleasure speaking with and thank you for your help.Thank you[redacted]

Dear Ms. [redacted],   Thank you for the opportunity to look into the Revdex.com ID [redacted]. We have reviewed the complaint made by the consumer. After looking into the history of the sale, we have determined that every effort was made to complete the purchase process with the consumer. Ultimately,...

the consumer decided to terminate the contract and we will not be providing a refund. 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 [redacted] - Thank you for forwarding the Revdex.com ID [redacted]. NVR has reviewed the complaint and learned their concern has been addressed. Prior to closing, the granite will be replaced at no additional cost to the homeowner.  Please let us know 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].  Prior to the receipt of this complaint, our Customer Care escalation team had worked with the consumer to reach a resolution.  Ryan Homes appreciates the efforts of the Revdex.com in...

bringing closure to this concern.  Please let us know 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 appraisal was ordered in September and paid for via credit card.  In the spirit of good customer service, Ryan Homes has agreed to refund the appraisal.  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

[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 opportunity to look into the Revdex.com ID [redacted]. Ryan Homes has reviewed the consumers concerns and agreed to pay the carpet credit discussed in the complaint.
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter....

Please let us know if you have any questions.
Best Regards,
Corporate Customer Service

Dear [redacted]-Thank you for the opportunity to look into the Revdex.com ID [redacted].  This issue was reviewed and scheduled for service prior to the receipt of this complaint.  While there were vendors that missed scheduled appointments, the consumer also rescheduled appointments.  All...

calls and texts made directly to our service team have been responded to.  Having said that, the appropriate channel to initiate service on the consumers Ryan Home is to contact our Customer Care at ###-###-####.  Customer Care is available from Monday – Thursday from 7 am to 9 pm and Friday 7 am to 7 pm.The following is the timeline for all actions taken on this matter:11/9/15: first attempt made to repair squeaking subfloor by wedging walls and spot screwing subfloor.  The consumer requested the floor vendor to wait to reinstall carpet incase the squeak reoccurred.  The consumer contacted our service manager stating the squeak started again.  The subfloor was screwed every 10” and wall plates wedged and screwed at adjoining stair case wall. This did not resolve the issue. Our service manager advised h/o at this time we would need to remove the subfloor in owners suite and add additional floor joists by sistering every other existing joist.  The subfloor was removed and every other joist in subfloor was sistered. Our service team walked the floor with the consumer at that time and there were no longer any squeaks. The carpet was reinstalled. 3/8/16:  The consumer called in a new service ticket stating the subfloor squeak was back.  Our service manager advised the consumer that he believed the newly installed pine floor joists we beginning to dry out and acclimate to the home.  The consumer was asked to monitor the squeak for an additional three weeks to allow for climate change acclimation from winter to summer.  The consumer text the service manager approximately three weeks later stating the squeak did not stop and may be worse. Our service manager and production manager met the consumer onsite.  During this meeting, we discovered the drywall in the ceiling was loose indicating new floor joists had acclimated and pulled screws past breaking point in drywall. Our team scheduled the drywall vendor to add additional screws in an attempt to re-secure the product. This did not work. Our team then scheduled the drywall crew to remove all existing drywall and install new product. Once the new product was installed, the drywall vendor called before mudding and advised squeak was still present. Our service manager advised the consumer we would clean up and we would once again bring our production manager out for an additional assessment.   Our team scheduled all great room ceiling drywall to be removed again. Once removed, our service manager met the consumer onsite and inspected the joist. Our team sistered two additional joist and found joist installed during subfloor removal had dried out and pulled away from existing joist.  Liquid nail was used indicating the Pine lumber was green on install and dried out once acclimated to home. Our team installed 4 ½” carriage bolts to each sistered joist. This service was completed on 6/5/17. The subfloor squeak is once again gone. Carpet was reinstalled on 6/9/17. The consumer sent a text stating that floor was good to schedule drywall to be reinstalled. Drywall reinstall is to begin on Saturday June 17th. Ryan Homes appreciates the efforts of the Revdex.com in bringing closer to this concern.  Please do not hesitate to contact us if you have any additional questions.Kind regards,Corporate Customer Relations

Yes. They put a new drain cover on. Now I want to wait to see when it rains, that it will actually fix the issue. [redacted]Divisional ManagerUnited Auto Credit

Dear [redacted]-
Thank you for forwarding the additional consumer comments pertaining to the Revdex.com ID [redacted]. Our Ryan Homes management team as well as our production team have been in contact with the consumer and are working to address the concerns outlined in the complaint.
We appreciate the efforts of the Revdex.com in bringing closure to this matter. Please let us know if you have any questions.
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 4 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 level. This 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 5 months outside of our approved timeframe (2 week from contracts) to make structural changes as well as 4 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 4 granite choices to our Ryan Homes customers. We 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

[[redacted]
 [redacted]
I am rejecting this response because:To-date, we have not received a "Formal" letter of DENIAL from NVR stating their reason(s) for Denial, which is normal business practice. Also, NVR rejection was NOT based on my spouses income but on the FACT that my Business income [1099] did not have enough years of equity BUT DID have enough income. This is what was told to me by the NVR underwriting team as well as another Mortgage Company, well before NVR denial occurred.  Granted we have received our refund, the lesson learned is, NVR process to take a customer deposit and not honor a DENIAL from another company lacks ethics in their practice.
Regards,
[redacted]