Efile Salon

[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 as Answered] Complaint: [redacted] I am rejecting this response because:Thanks, they have completed half of the issuesI will let you know when they fix them all Regards, [redacted]

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

[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: [redacted] I am rejecting this response because: We have not settleThey have made us an offer of what they can doBut nothing has been finalized yet Regards, [redacted]

Dear Mr [redacted] , Thank you for the opportunity to look into the Revdex.com ID [redacted] Our NVR Mortgage department has agreed to refund the deposit used to cover the cost of the appraisalOur team will work directly with the consumer to expedite the refund We appreciate the efforts of the Revdex.com in bringing closure to the concernPlease 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: [redacted] I am rejecting this response because:Although my husband signed and returned a w-I don't understand the need for it We were told not minus taxes We paid our tax on the 1st carpet when we bought the home Their service provider damaged our rug, promised a credit, and now we are supposed to pay tax on their mistake? ?? Regards, [redacted]

[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: [redacted] I am rejecting this response because: NV has started and not completed addressing the concern The actually re-bricked one area and started mortar cleon several borders However, the border of main concern was addressed by smearing mortar completed across the brick mortar, effectively changing the color of the brick This has to be further address and corrected.Regards, [redacted]

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 abatementAn acknowledgement stating the customer responsibility was forwarded to the consumer by NVR, Incand was signed by the consumer on May 10, (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 complaintWe 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

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, There is a one year warranty on the issue that the consumer has filed with the Better Business BureauThe 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 concernsDespite 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 matterWhile 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

---------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Fri, Sep 8, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Fri, Sep 8, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com My issue is being resolved with Ryan Homes

[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] , however all claims that were made were true, and well documented The check was canceled after the fact that NVR agreed to release us from the agreement and actually suggested cancelling as it had not been cashed (see email between NVR and customer) and before NVR made any agreement to return my fundsThis can be seen by the check cancel date That being said this resolution is satisfactory to me Regards, [redacted]

Dear [redacted] - Thank you for forwarding the additional comments from the consumer regarding the Revdex.com ID [redacted] Ryan Homes has worked out the details of the credit directly with the consumer and has attached a copy of the check Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matterPlease 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] We have looked into this complaint and found that the consumer had a homesite reservation on a lot in our [redacted] communityRyan Homes released new lots in the community which were the only 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 look into the Revdex.com ID [redacted] Ryan Homes has reviewed the complaint filed by the consumer Prior to the receipt of this complaint, Ryan Homes offered to replace the consumer’s door The consumer declined our offer Our warranty for the issue the consumer is experiencing with the door is limited to one year The consumer settled on his home January As this is more than years beyond any warrantable timeframe, Ryan Homes will take no further action on this matter.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

[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: [redacted] I am rejecting this response because the house was delivered to us in haste in March, There was leaky issue in our master bedroom, and water leaks in the garage during the first year ( A numbrr of the houses on my block had similar leaky issues during the first year) I contacted Ryan homes The company was reluctant to come to fix the problems Ryan homes told me it was maintenance issue and that I needed to do caulking I complained and told them that a house that is built well does not need to caulk every year in order to avoid leaking A number of my friends who owned new houses told me that they did not caulk for several years and their roof did not leak and there was no water getting into the garage Finally, due to my complaint, Ryan Home came to fix the problem It is now 3-years since they fixed the issues There is no leak from the roof into my bedroom and there is no water coming down into my garage, even though I did not caulk This proves that my house was not well built since the beginning.The city inspector checked for big things to make sure that the house is safe to live in and to meet the building codes It is not the inspector's job to check small things such as flashing on the window Even though the wood is rotten due to your worker's mistake, the house is still safe to live in Like I stated before, wood does not rot in one year It takes about years to rot and it has taken years for me to discover that your worker did not install the flashing for my house As I stated before, there is flashing on my neighbours' houses, that is why they do not have the similar problem like I have The function of the flashing is to protect the wood from rotting Had your worker remembered to install the flashing, the wood on top of the sliding door would not rot to the state it is in now So please do not tell me that it is a maintenance issue [redacted] ,A good company would stand behind the workmanship of its workers If the worker forgot to instslall the flashing during construction, then they need to acknowledge that and fix the problem for the owner, regardless how long she has owned the house After all, the owner did not make the mistake; the worker did It is the company's responsibility to deliver a well- built house to the owner If the company chooses not to stand behind his worker's workmanship, then please let my response stay on the internet for people to read Thank you so much for your time Regards, [redacted] ***

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 am to pm and Friday am to 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 wallThis did not resolve the issueOur 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 sisteredOur service team walked the floor with the consumer at that time and there were no longer any squeaksThe carpet was reinstalled3/8/16: 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 worseOur 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 drywallOur team scheduled the drywall vendor to add additional screws in an attempt to re-secure the productThis did not workOur team then scheduled the drywall crew to remove all existing drywall and install new productOnce the new product was installed, the drywall vendor called before mudding and advised squeak was still presentOur 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 againOnce removed, our service manager met the consumer onsite and inspected the joistOur 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 homeOur team installed ½” carriage bolts to each sistered joistThis service was completed on 6/5/The subfloor squeak is once again goneCarpet was reinstalled on 6/9/The consumer sent a text stating that floor was good to schedule drywall to be reinstalledDrywall reinstall is to begin on Saturday June 17thRyan 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

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, They identified a foundation crack typical of repair within the first year warrantyAs 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 vendorWe 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 concernsKind 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: [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 assigned ID [redacted] Ryan Homes was contacted by the consumer on July 21st The consumer relayed to our Customer Care that she experienced an issue with the refrigerator that came with the home The consumer opted to replace their refrigerator vsrequest repair to the refrigerator that came with the purchase of their Ryan Home At installation of the new refrigerator, the plumbing assembly needed to be changed to ensure full manufacturer’s warranty coverage of the new appliance Changing plumbing to accommodate a replacement appliance is not a service that Ryan Homes performs Ryan Homes offered the contact of a vendor that the consumer could employ to complete the action of changing the plumbing assembly Ryan Homes stands behind our original response to 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 concernsRegards, 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, Ryan Homes received a service request for the same concernsAll items were address and completed by our Ryan Homes service teamWe appreciate the efforts of the Better Business Bureau in bringing closure to this matterPlease 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 ID [redacted] We have reviewed the complaint made by the consumerPrior to the receipt of this complaint, our service department had made contact with the consumer and has since scheduled appointments with the appropriate vendors for 1/9/17.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