Efile Salon

Dear Ms*** - Thank you for the opportunity to look in the Revdex.com ID ***. Ryan Homes has reached out to the consumer to review the complaint. Ryan Homes is working with the consumer to address all outstanding warrantable items, as well as the drywall. 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 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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:
There was a miscommunication in regarding to the Home owner's guide, and kindly enough, Ryan home team contacted me for full explanations, and also provided enough materials & actions on issues I raised from the previous complaintsAlso regarding to the Radon test, I was able to get the copy which I have not received back then, and I am able to monitor the levels from now on.They constructed quality home, and also provided excellent and prompt customer services, also, learned the process of their customer services this time.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is VERY satisfactory to me.
Regards,
*** ***

Dear *** ***,
Thank you for the opportunity to respond to the Revdex.com ID assigned ***In an effort to increase customer satisfaction and reduce costs and inconvenience to our customers, it has been our practice in Cincinnati for the last few years to not install concrete flatwork in the
winterThis has greatly reduced concrete failures in the spring and summer of the following year after our customers have moved into their homes built over the winterConcrete installed in the winter is often subject to excessive settling in the spring due to spring rains and our inability to adequately backfill foundations with frozen soilThis new best practice has met with overwhelming customer supportWe also understand that as soon as the weather improves in the spring that these same customers are anxious to get to work on their yardsWe review our procedure with each of our effected homeowners prior to the start of construction
Attached please find a copy of a customer letter signed by the consumer, our Project Manager who is responsible for the installation of the flatwork and our Sales and Marketing RepresentativeThis document was signed on September 11, The letter clearly explains that the work is expected to be completed in May or JuneIt explains that the installation is weather dependent and that the order of installation may not always be chronological to the actual settlement date of each homeRyan Homes strives to set the proper expectation knowing that all of our homeowners are anxious to have their driveways, walk ways and yards installedWe also strive to do these installations in an efficient and organized manner
The driveway has been installed this week and with the warm and dry forecast, we fully expect to install the consumer’s sod next weekOur Production Manager has personally been in contact with the consumer on several occasionsWe certainly apologize for the inconvenience to all of our homeowners but we also recognize that in the long run this practice leads to greater customer satisfaction which is always our goal
We appreciate the efforts of the Revdex.com in bringing closure to this matterPlease do not hesitate to contact us if you have any additional concerns
Best regards,
Corporate Customer Relations

Dear Mr***,
Please be advised that the drain cover has been changed
Best Regards,
Corporate Customer Relations

Dear Ms*** -Thank you for the opportunity to look into the Revdex.com assigned ID ***. We have reviewed this complaint and found that Ryan Homes disclosed “The appraisal fee is refundable if the loan is denied or withdrawn prior to ordering the appraisal.” The consumer’s appraisal
was ordered days prior to settlement to ensure we would have the completed report in plenty of time for her July settlementPer the Pennsylvania disclosure document titled Application Disclosure dated January 21, her appraisal funds given to NVR Mortgage were paid to the appraiser at that point. Unfortunately, Ryan Homes is unable to honor the consumer’s request for refund.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 *** *** - Thank you for forwarding the additional consumer concerns regarding the Revdex.com ID ***. Ryan Homes has reviewed the rejection. The rejection notes that the consumer would simply like the complaint to remain open while Ryan Homes completes repairs and the engineer report is received. Ryan Homes will continue to work with our customer to satisfy his structural concerns of his home.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 *** ***,
Thank you for the opportunity to look into the Revdex.com assigned ID ***Prior to the receipt of this complaint, our Ryan Homes Service Manager contacted the consumer to meet and review her concernsRyan Homes has agreed to remove and replace the garage weather lip area, as well as the driveway apron below the city walk to the streetThese repairs/replacements will take place in late summer as weather permits
We appreciate the efforts of the Revdex.com in bringing closure to this matterPlease 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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I respectfully reject NV Homes response to our complaint regarding our master bathroom heating vent leak First, I am pleased to hear that there are no structural issues concerning the integrity of the roof according to their assessment The larger issue at hand is that this is a design flaw with how the vent is designed and placed Representatives from both NV Homes and their sub contractor who performed the installation during the original construction of our home said as much to this issue.My desired resolution to the issue would be for NV Homes to correct the design flaw immediately along with replacing the damaged ceiling dry wall around the vent caused by the water that came through I also find it hard to believe that this is acceptable, when none of our neighbors are having a similar issue And if our neighbors were have a similar issue how this could be accepted as standard practice for a home builder of their reputationWhere is their pride in workmanship and quality I find it rather disingenuous that in speaking with NV Homes representatives they shift blame for the current design to the that it is Frederick Country Building Code, rather than finding or developing a plausible solution for the problem at hand They chose not to do anything because of the fact by doing so would set a precedent and would require NV Homes to act in the best interest of the customer rather then the shareholder
Regards,
*** ***

Dear *** ***,
Thank you for forwarding the Revdex.com assigned ID ***Prior to the receipt of this complaint, our local Ryan Homes office had been in contact with the consumer to discuss his concernsAdditionally, our Corporate office received today the same request directly from the
consumer that was forwarded to us by the Revdex.comWe feel confident that we can work directly with the consumer to come to an agreement that will satisfy this complaint
We appreciate the efforts of the Revdex.com in bringing closure to this complaintPlease let us know if you have any additional concerns
Best regards,
Corporate Customer Relations

Dear Ms***, Thank you for the opportunity to review the concerns outlined in the Revdex.com ID ***. Per the consumer's request, we have removed all the email address referenced from all mailing lists. Please do let us know if you have any additional
concerns. Regards, Corporate Customer Relations

Dear *** *** -
Thank you for the opportunity to look into the Revdex.com ID ***Our Ryan Homes service team is scheduled to inspect this roof at 11:AM on Monday 4-11-Once we have done the inspection, we will follow up on the leaks and our course of action
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

*** *** *** * Thank you for the opportunity to look into the Revdex.com ID ***. Ryan Homes has looked into the this concern. The HVAC system has a limited year warranty. The consumer settled on her home in June of 2014. There is no existing warranty on the HVAC through
Ryan Homes. Having said that, our Ryan Homes service team has made multiple attempts to contact the homeowner to discuss the concerns outlined in this complaint. The voicemail box is full and the consumer has not returned any of the missed calls. There will be no further action on this matter lest the consumer is able to provide a good contact number.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to tis concern.Kind regards,Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com assigned ID ***Prior to the receipt of this complaint, Ryan Homes agreed to replace and stain the railsThe replacement rails have been ordered and our goal is to have the work completed by mid-January
Ryan Homes
appreciates the efforts of the Revdex.com in bringing closure to this matterPlease let us know if you have any questions
Kind regards,
Corporate Customer Relations

From: *** *** Date: Tue, Jan 17, at 10:AMSubject: Ryan home purchase:To: "***@myRevdex.com.org" ***,In keeping with our conversation, I have decided to go forward with the purchase of the Ryan Home. I
think it is logged in the Revdex.com system as complaint number ***. Thank you for your assistance on this matter. I would suggest you call them and note that I have agreed to the purchase the house and am no longer in dispute with them (to eliminate any confusion). I did send them a note over the weekend; I think it was Friday, June or Saturday June indicating that I will purchase the house. I have since worked with a number of their reps moving forward on the purchase. Please indicate as such in system as no longer a complaint, if that is your procedure.Regards,And once again,Thank You.*** ***

Dear *** *** -Thank you for the opportunity to look into the Revdex.com ID ***. Our Ryan Homes service team is scheduled to meet with the consumer Friday, June 23rd to review the concerns outlined in this complaint. All warrantable items will be addressed, as the consumer is within
year of having settled on her home.Ryan Homes appreciates the efforts of the Revdex.com. Please do not hesitate to reach out if we can be of further assistance.Kind regards,Corporate Customer Relations

Dear Mr***,
Thank you for the opportunity to look into Revdex.com ID ***Our Ryan Homes Service team met with the consumer on June 29th at the residence to observe the concernAfter receiving inches of rainfall the consumer claimed that the backyard was floodedThe consumer also noted
that there were two yard drains in the back yard that were covered with debris and not allowing water to drainAfter the debris was removed, the water drained within an hour
After our site visit we believe that the property would drain efficiently under circumstances as long as the drains are maintained properlyWe agreed to extend the berm up further across the back of the lots to help slow or deter the water flowThe customer did show some concern as to the drains getting clogged so we advised him that if the berm does not help we would in fact remove the two drains and add two larger drains out of the spirit of customer service
In conclusion we fully believe the system is running as it should as long as the drains are maintainedThe customer has agreed that he will maintain the drainsWe have agreed to extend the berm and add new drains if neededAt the time of the meeting, the customer was agreeable to moving forward in this manner
We appreciate the efforts of the Revdex.com to bring closure to this issueIf you need any further information, please do not hesitate to contact us
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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:While Ryan Homes has proposed two solutions to the problem, they have not followed through with the promised solutions within the timeframe that their own team members have indicatedAlso note, in our meeting we decided to proceed with building with Ryan Homes contingent upon the issues above being remediedRyan Homes proposed two solutions to the physical problems with our homeThe solutions indicated were as follows: a structural engineer was to evaluate our crumbling foundation and create a stamped report with recommendations on how to fix / if a fix is required, and the home was to be supplied with new housewrap as indicated by the project manager when the problem was first brought to his attention the week before this complaint was lodgedBoth of these items were to be completed by today, Friday, 4/24/as proposed by Ryan Homes and as indicated in our meeting notes submitted to Ryan Homes after the meeting noted belowAs of today, 4/24/at 7:pm, the housewrap has not been replaced as promised by Ryan Homes and we have not received a structural engineering reportRyan Homes has commenced with putting trim over the portion of the foundation that is crumbling (hiding the issue).The other issue discussed in our complaint was a lack of accuracy in communications from Ryan Homes staffWe met with the project manager, Josh L***, and Steve L***, the production manager for our division, during the meeting noted in Ryan Homes' response and aboveDuring this time, I asked Josh and Steve about why there was no blocking to prevent the floor joists from rotating in placeBoth men rushed to assure my husband and I that Ryan Homes no longer uses blocking between their joists as it creates squeaking issuesI asked them to see their construction drawings at this same meetingBlocking was clearly shown as required between the joists, and particularly in the area that I had asked aboutAdditionally, this week the Ryan Homes quality control team member has marked the areas in question as requiring blockingIt is concerning that during a meeting to address a complaint about poor communication and lack of communication, both members of Ryan Homes's staff rushed to tell us something that was patently untrueI'm assuming that this occurred either because they didn't know the answer and just made something up, or because they have been trained to minimize customer questions and complaints by creating easy falsehoods that an un-knowledgable customer would never think to questionAdditionally, they have communicated promises that Ryan Homes has again not followed through with
We will continue with our complaint and will request our full money back and termination of the contract if these issues are not resolved
Regards,
*** ***

Dear Mr***,
Thank you for the opportunity to look into the Revdex.com ID ***Our local office has been in contact with the consumer and we are working with him directly to address his concernsWe fully believe that we are able to resolve this complaint to the consumers satisfaction
We
appreciate the efforts of the Revdex.com, please do not hesitate to contact us if you have any additional concerns
Best regards,
Corporate Customer Relations

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID ***The consumer settled on the home in March of Ryan Homes warrants the concrete for one yearThe main area in question is a concrete slab running up the right hand side of the drivewayThis area was an
additional pour done outside of the NVR contract and the cracks are within the specsRyan Homes does not require the consumer to use the vendors involved in the production of the home
Please do not hesitate to contact us if you have any additional concerns
Best regards,
Corporate Customer Relations