Efile Salon

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID ***We want to emphasize that we take any and all customer concerns seriously and we have done that in the case of *** ***What went amiss in the case of *** *** is that he did not give us an opportunity to repair
his furnace prior to his purchase of a new furnaceHe contacted us through his counsel on May 18th and we responded with the attached letter of May 22ndHe may disagree with our response, but our warranty obligations to our customers do not permit any customer to unilaterally purchase a new furnace when we have at no time refused serviceAccordingly we declined his request and we continue to decline his request to reimburse him for the cost of the new furnacePlease let me know if you need additional information
Best regards,
Consumer Customer Relations

Dear *** *** -
Thank you for the opportunity to look into the Revdex.com assigned ID ***Our Ryan Homes Sales Representative has worked to provide the consumer the square footage dimensions and all change orders have been signedThe consumer has not approached the Sales Representative for
any type of compensation, nor would we consider compensation for his efforts to this pointIt is our obligation to correct any mistakes to ensure the options and selections are exactly what the consumer is expecting and paying forIt is unfortunate that mistakes can occur and we apologize for any inconvenience that this may have caused
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

Dear *** ***, Thank you for the opportunity to review the Revdex.com assigned ID ***. Prior to the receipt of this complaint, Ryan Homes has communicated with the consumer on multiple occasions regarding the grade, landscaping, sod and trees. The consumer settled on their new home
on 6/24/2015. Prior to settlement they raised concern about their yard to their project manager. The project manager elevated the concern to the production management team. NVR Production Managers walked the lot and home at this time, and they communicated thru the project manager that the yard was finished and graded per code and our contract. A fully irrigated and sodded yard was provided to the customers. As part of the New Home Orientation paperwork was provided to and signed by the customers explaining expectations and maintenance required for the yard and trees. There is no warranty on sod, shrubs, or trees installed by NVR. The home is a basement home directly between two other homes. There are homes behind this home, and there is a drainage easement and swale at the rear of the home. In the middle of this easement is a yard inlet designed to collect water from neighboring homes and remove via pipe underground from the community. The yard was graded to allow the yard in question and neighboring yards to drain correctly. There is a swale installed between the houses and along the rear property line. Multiple times after settlement the customer has inquired with questions and complaints to different members of the NVR team. At each step the customer (or realtor who inquired on their behalf) have been given the same response. Five individuals with over sixty (60) years of building experience have inspected the yard at various occasions, and there were no warrantable issues. The customer requests various changes to the lot, and asked for us to rework and re-sod the yard after they installed a concrete patio. In the months following settlement, the consumer came to us with a quote of $to redo the yard. We had two of the landscapers we use give a quote as a good faith to the customer because the original quote we felt was too high. Both quotes came in under $800, with the low quote being $675. On 11/9/15, Ryan Homes offered to pay for half of the work to be completed and started the process to schedule. The customer agreed on 11/10/15, and told us they would coordinate with us once they did other work in the yardWe followed up on the schedule on 11/30/15, and the customer response was positive and indicated the work was almost complete, and that they should be ready for our help soon. On 12/14/we sent them a release to sign so we can start the work. The customer responded promptly that they were no longer going to accept our offer and instead seek compensation thru the legal system. We offered once again to reimburse them, but they declined.It has been approximately seven months since we have had another conversation about the topic. After multiple reviews and conversations we feel that the yard has been graded properly, and the yard was per the contract. The offer to reimburse the customer that was previously agreed upon, $337.50, will still be honored upon their approvalRyan Homes appreciates the efforts of the Revdex.com in bringing closer to this matter. Please do not hesitate to contact us if you have any addition questions or 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 as Answered]
Complaint: ***
I am rejecting this response because: it is untrueThey stated that they responded "immediately." My original complaint was due to a lack of response from Ryan HomesI will be more than happy to provide the email chain which clearly shows them not responding, and me continually asking for a response. Another lie: the mirror did not have a chip in itIt was defective from the inside- not on the surfaceThe service manager even put his finger on the defect and agreed that it was not a scratch/due to anything we didFinally, they never mentioned that the floor squeaks were not coveredHiram stepped on the squeaks and said "No problem, we can fix that for you." He never said it wasn't covered Lastly, we received a rude voicemail message from the service manager, Hiram, also which I will be happy to forward onto the Revdex.com as proof of our mistreatmentWe shared the voicemail with the VP of Ryan Homes after he kindly reached out to usHe was very nice and apologetic. I do not appreciate the half-truths in their response to the Revdex.comI will appreciate an honest response with how they actually treated us
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to be notified by NVR the amount of the refund to be issued and when the check will actually be sent to me in the mail
Regards,
*** ***

The fence was installed today This issue has been resolved Thank you for your assistance

Dear *** *** -
Thank you for the opportunity to look into the Revdex.com ID ***Our *** Homes service team has met with the consumer this week and agreed to address his concerns
*** Homes appreciates the efforts of the Revdex.com in bringing closure to this matter
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 ***. Our NVHomes service manager met our professional plumbing vendor with a consumer representative at the home of the consumer. The sump pump that was installed at the home is a 1/horsepower per
our specifications. The sump pump operated correctly and did have a battery backup system installed. The sump pit was filled with drywall and a grey hard concrete product which appeared to match the residue on the concrete floor. The consumer stated that the debris got into the pit when the basement was cleaned. The reduced capacity of the pit would cause the sump pit to fill up faster and possibly overflow. The consumer has no record of a service issue with the sump pimp while under warranty and up to the date of the water damage. The only thing that has changed is the consumer hired their own contractor to finish their basement after they settled. NVHomes will not be taking any additional action on this matter and we suggest the consumer contact their insurance company for any damages to the basement. NVHomes 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 questions. Kind regards,Corporate Customer Relations

Dear Ms*** - Thank you for the opportunity to look into the Revdex.com ID ***. Our Ryan Homes service and production team have completed an inspection of the floor on Friday, August 26th. The carpet vendor noted that they did not have a concern of mold, but that the darkness
was more consistent with a water stain. Having said that, Ryan Homes is willing to have a mold test inspection performed and is awaiting confirmation with the consumer. The consumer has requested a replacement of hardwood flooring where carpet floor was previously installed. Ryan Homes does not offer these types of after market upgrades.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 *** ***,
Thank you for the opportunity to look into the Revdex.com assigned ID ***Ryan Homes has contacted the consumer to discuss his concerns
The leadwalk was not included as a standard feature in the purchase agreement; however, Ryan Homes is working with the consumer to find
an alternate solutionRyan Homes believes we will be able to assist the consumer with a leakwalk installation with a local vendor at a discounted cost to the consumer
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matterPlease let us know 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** * ***

Dear *** *** Thank you for the opportunity to look in to the Revdex.com ID ***. Ryan Homes has responded to the consumer prior to the receipt of this complaint on numerous occasions. The following is an excerpt from the Ryan Homes Limited Home Warranty: SODDED LAWNS:Sod
must be kept moist until the sod is well established (roots have grown into soil)This will usuallytake 3-weeksAfter turf begins to grow, reduce watering to 2-times a weekLeave sprinkler in thesame spot for hour or until the ground is fully saturatedThen cut, water, and fertilize as you wouldan established lawn.Your lawn will need to be fertilized and/or limedDo not fertilize in hot weather, and always waterafter applying fertilizerThe most important item your new lawn will need is water, water, and morewaterThe Warranty does not include the replacement of seeding, or sod.The survival of the sod is 100% dependent of the care and maintenance the consumer provides. As such, Ryan Homes will not be replacing the sod. 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

Dear *** *** -Thank you for the opportunity to look into the Revdex.com ID ***. Our Ryan Homes warranty team has worked with the consumer and vendor to address the concerns mentioned in the complaint. While the consumer had reached out to the vendor directly on separate
occasions, this is the first time we are becoming aware of the issue the consumer was experiencing. Our warranty representative met the vendor and the consumer at the home of the consumer on Friday, November 17th. A new HDMI was installed, however the consumer continued to experience the same issue. It was determinted that a component hooked to the system the consumer had purchased was scrambling the signal and causing the issue explained in the complaint. Our warranty manager left a message with the consumer on November 20th to follow up.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 concerns.Kindly,Corporate Customer Care

Dear *** ***,
Thank you for the opportunity to respond to the Revdex.com assigned ***Heartland Homes has agreed to reimburse the consumer for the inspector’s feesOn December 29, 2014, Heartland Homes requested the invoices and proof of payment from the consumerThe requested
documentation has not been received
The consumer can forward the documentation to [email protected] with a reference to Revdex.com ***We appreciate the efforts of the Revdex.com in bringing this to our attentionPlease do not hesitate to contact us if you have any additional questions regarding this matter
Kind regards,
Corporate Customer Relations

From: ***Date: Tue, Dec 13, at 11:AMSubject: ComplaintsTo: Hi I am writing to you about complaint #*** my name is *** *** I put in a complaint about my gas furnace not working since I purchase the house from Ryan's homes and I want you to know that they gave me a new furnace and installed for free the same way I complaint I want you to give them great resolve they did what they where supposed to do thank for your help in guide them along to the right decisionSent from my ***

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID ***Prior to the receipt of this Revdex.com complaint, the consumer contacted our Customer Care and our Ryan Homes service team contacted the consumer to schedule a time to meet and review his concernsOur Ryan Homes
service team met with the consumer on Monday, November 23rd and has agreed to work with the consumer to provide options to address the issues outlined in the complaint
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to the 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:
This is why I am bringing this matter to the RevDex.com. *** Homes did not go out of business and or, declare bankruptcy. They bought *** Homes. NVR/*** Homes is giving me the run around for their mistake
Regards,
*** ***

[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: ***
I am rejecting this response because:We had our home built in and closed on December 18, Over the next year we struggled to get anyone over to fix all the problems that are supposed to be done at the day markWhen someone would finally come they would "fix" the problem, only it wouldn't actually be fixedAs of right now I have not had any communication from Ryan homes to complete their fixesThe outside of the house still has sloppy trim, nail holes, gouges, scratches and needs pair in some of the trimOur floors upstairs were done completely wrong and they creak and crunch super loudI was told once that floors will sound that wayyeah right.so they finally sent someone to"fix" itWhich all they did was pop random nails through the carpetThe problem is obviously still thereI am very disappointed in the craftsmanship on our house and in the customer service thereafterI should not have to constantly hound them to get them to do their jobThis is the second complaint to the Revdex.com because we still have the problems after the first one.I want my floors to be fixed and done correctly, no matter how it needs to be fixed! The problems outside to be fixed so the exterior looks niceTouch up pens for the hardy board and shake that I never received
Regards,
*** ***

Dear *** *** - Thank you for the opportunity to look into the Revdex.com assigned ID ***. Ryan Homes has reviewed the complaint and disagrees with the customer claims. The consumer changed the terms of the loan agreement and failed to provide documentation necessary to proceed
with the original scheduled settlement date. Ryan Homes does not benefit from the delay of settlement and has worked with the consumer to finalize the settlement.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 *** *** - Thank you for forwarding the additional comments from the Revdex.com assigned ID ***. Ryan Homes has attempted to reach out to the consumer twice with no return call The customer had previously communicated that she was pleased with the repairs. There will not be any further action unless the consumer contacts Ryan Homes with her concerns. Ryan Homes appreciates the efforts of the Revdex.com in bringing closure this complaint. If you have any questions, please do not hesitate to contact us.Kind regards,Corporate Customer Relations