Efile Salon

Dear [redacted] –  Thank you for the opportunity to look into the Revdex.com ID [redacted].   The consumer’s home was completed in January 2015.  In July 2015, the homeowner reported issues with their rear yard drainage. Additional grading and landscaping work was performed at that...

time with the oversight of the Iredell County inspector. In November 2016, the homeowner initiated a complaint that his rear patio had been damaged from the prior drainage issue and Ryan Homes replaced his patio. The consumer notified Ryan Homes Customer Service on May 30, 2017 of this most recent concern with the drainage – which was the same date as their complaint to the Revdex.com. The Ryan Homes Division Vice President spoke with the on May 31, 2017 and agreed to visit the site to determine corrective actions. The Ryan Homes Division Vice President spoke with the consumer again and laid out the landscaping and retaining wall adjustments on June 2, 2017 to which the consumer agreed. The landscaper made the minor repairs to the landscaping and retaining wall on June 12, 2017.  All Ryan Homes have a Post Settlement walk through during which it is discussed that there is no warranty on landscaping beyond ensuring that there is proper drainage. However, Ryan Homes cannot continue to monitor drainage 2.5 years beyond closing of the home.  Ryan Homes completed the most recent landscaping and retaining wall repairs as a concession to the consumer since it is not warranted this far beyond closing. 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 [redacted] –
Thank you once again for bringing to our attention the additional concerns from the consumer complaint assigned ID [redacted].
In his original complaint, the consumer claimed that he had outstanding items on his list and was not receiving any response from our Production team at Heartland Homes. Our records indicated not only that our Production team has been in constant communication with the consumer and working to complete the items on the Post Settlement Inspection list, they also indicated that the consumer has added multiple items to the list well beyond Heartland Homes original acceptance of said list.
In his rejection to our response, it is unclear what the consumer is taking issue with. Regardless, Heartland Homes worked to address and complete all items on the Post Settlement Inspection list.
In his second rejection, the consumer noted that the list is not completed, as he has experienced a new concern with his Heartland Home. Heartland Homes has indeed completed all items on the Post Settlement Inspection list as well as addressed the new concern.
Heartland Homes offers a Limited Warranty; therefore, any warrantable concerns that are serviceable will be addressed in accordance with the Limited Warranty.
Heartland Homes kindly requests that the Revdex.com review the original complaint, rejections and the responses to the consumers claims and bring closure to this matter.
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 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 8/31/15 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 revision. This workday is scheduled to begin on 10/5/15. [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 matter. Please do not hesitate to contact us if you have any additional concerns.

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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Thanks, they have completed half of the issues. I will let you know when they fix them all. 
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 have not settle.. They have made us an offer of what they can do. But nothing has been finalized yet. 
Regards,
[redacted]

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com assigned [redacted]. Our Ryan Homes Service has met with the consumer and put together a treatment plan to help address the concerns outlined in this complaint.
We believe that we have come to an agreement that has satisfied...

the consumer. Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter. Please let us know if you have any additional questions.
Best regards,
Corporate Customer Relations

Dear [redacted] –  Thank you for forwarding the additional comments from the consumer with regard to the Revdex.com ID [redacted].  NVHomes will be meeting the consumer on Wednesday, January 25th to remove part of the trim and/or roof in an exploratory phase to better determine the cause of the water damage.  NVHomes will determine a course of action, if any, based on our findings.   NVHomes 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 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, Inc. in May 2011. On December 31, 2012, NVR, Inc. purchased certain assets of Heartland Homes, Inc., including the trade name “Heartland...

Homes”. However, NVR is not a successor to Heartland Homes, Inc. nor did NVR assume any of the liabilities to the closed customers of Heartland 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

I do not accept this response because the buyer trusted that the company does things correctly right at the start.  Ryan Home's representative and I walked through the interior of the house and made notes of any deficiencies shortly after my house was constructed.  However, Ryan Homes's agent and I never walked through the outside of the house to take note of any deficiencies.  Never did he even suggested it.  At that time, I was preoccupied with the interior of the house and not the exterior.  Your agent is more experienced than the  buyer in this regard and he should have suggested it.Anyway, something like flashing is very hard to notice, especially for buyers who do not have much experience or knowledge with construction.  Ryan Homes is expected to inspect the property prior to delivery.  However, even your inspector failed to notice that the flashing was missing on the top frame of the sliding door.  This proves the fact that this task was not easy to spot.If you had come out to look at the problem, you would have noted that it was your worker’s mistake to forget to put in the flashing for my house.  It is easy to tell that the flashing was never installed in the first place.  Had your worker did the job properly.  The rotten wood problem would not exist.  Your worker put in the flashing for my neighbors.  As a result, my neighbors  do not have the same problem as I am having. As you know, the purpose of putting the flashing is to protect the wood from rotting.  As it was not done properly;  thus, I am having this problem.  As the flashing was never put in, so there was never a warranty for this  particular task --The warranty should kick in the day you install the flashing.I request that you fix the problem as your worker neglected to install the flashing for my house during construction.  I strongly feel that it is your responsibility to correct this problem now - now that it is clearly evident that the installation was not done correctly right at the beginning. [redacted]

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 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

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I don't believe this!! The only reason I require the so-called "different plumbing assembly" is because the Ryan assembly is permanently attached to the house's water supply line and can only be removed by a plumber! Incredible!Fine - I will take my case to the many consumer-oriented sites on the internet. If Ryan is going to make me pay hundfreds of dollars because of a a decision they made in order to save a few bucks, I'll see if I can't maybe stop the sale of at least one Ryan home by making their practices known to the publicGood job, Ryan homes!  You've created a dissatisfied customer who will bad-mouth your product for all time. You're banned![redacted]

Dear [redacted],
Thank you for the opportunity to look into the Revdex.com ID [redacted]. Since receipt of this complaint, the consumer has worked directly with our Sales team to resolve this grievance.
We appreciate the efforts of the Revdex.com 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 forwarding the second rejection from the consumer of our response to the Revdex.com assigned ID [redacted]. In his original complaint, the consumer noted the noise issue he was experiencing in his home with the flooring. In our response, we outlined the numerous actions that we have taken to reduce the sound the consumer was referring to. We also noted in that response that these noises are nonstructural in nature and should be expected as the wood construction in his home continues to dry, settle and age. Ryan Homes will not take further action on this matter and we stand behind our original response.
With regard to the second portion on the second rejection, the consumer can contact the structural engineer of his choice to have the structural integrity of his home evaluated if he so chooses.

We appreciate the efforts of the Revdex.com in bringing closure to this matter. If you need any further information, 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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:While we are in contact with the business, we will only close out this complaint when the problems are addressed and the solutions completed.
Regards,
[redacted]

Dear [redacted] -
Thank you for the opportunity to look into the Revdex.com ID [redacted]. We have reviewed the claims of the consumer and our Ryan Homes Service Manager has previously reviewed our findings with the consumer.
It was found that what the consumer was experiencing was creaking within...

the bulkhead such as duct work, framing of the bulkhead and perhaps plumbing pipes and was not a result of loose flooring or a defect and this was related to the flexing (deflection) of the wood framing members which is normal in wood frame construction. We also reviewed with the consumer that we would make a reasonable attempt to stop the creaking however; we could not guarantee a squeak/creak free home. The noise the consumer had been experiencing is a result of normal flexing of the framing members, humidity changes and environmental conditions both inside and outside of your home. These noises are nonstructural in nature and should be expected as the wood construction in your home continues to dry, settle and age.
Ryan Homes has made a more than "reasonable" attempt to quiet the creaking by removing the drywall from the bulkhead, securing all of the framing members with screws, adding additional fasteners on the HVAC ductwork bracing and taking additional measures to limit noise from plumbing pipes and brackets within the bulkhead.

Ryan Homes will not take any further action with regard to this matter. We appreciate 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.

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. 
Regards,
[redacted]

Dear [redacted] - Thank you for the opportunity to look into this Revdex.com ID [redacted].  Our local sales team was able to work directly with the consumer to resolve the reported concerns. 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

[redacted]
 Thank you for the opportunity to look into the Revdex.com ID [redacted].  Our service team met with the consumer this week and agreed the issue outlined in the complaint was a workmanship issue.  The shower pan flange was broken approximately 6" from the font and there...

was no signs of a caulk dam ever being installed.  Ryan Homes has agreed to remove the tile, pull and replace the shower pan and replace backer board and tile as needed as well as replace the vinyl on the bathroom floor.  With regards to the grass installation; there in no warranty on grass or landscaping.  The consumer also mentioned an issue with tunneling in the yard.  Yard settlement is covered for a period of one year.  The consumer settled on their home in May of 2015.  At this time, addressing the tunneling would be a homeowner maintenance issue.  Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this complaint.  Please do not hesitate to contact us if we can be of further assistance. Kind regards,Corporate Customer Care