Ej Fleet

Dear Revdex.com Conciliation and Engagement Specialist:   We are in receipt of the homeowner complaint  correspondence, ID#: [redacted]. We appreciate the opportunity to respond below because we take extreme  pride in our homeowner  relations and customer service. As an example, we are...

the only Arizona homebuilder  to ever be voted #1 by homeowners in North America on the Eliant Homebuyer Satisfaction Survey. In addition, homeowners have voted us #1an unprecedented  4 separate years.   To begin with, we do not, nor does our vendor Southwest Residential Interiors, offer this laminate material to our homebuyers. Moreover we have never offered  it, because it is not as durable as other products we offer. Moreover, this product does not perform  well when exposed to water or sharp objects or animals. However, our vendor provided it to the Meluch's at their  specific request.   As you know, there are three areas of concern: Discoloration, lippage,and small chips on some floor plank edges. Please know the following: the discoloration  was not caused by defective product  or workmanship. The discoloration was found where the homebuyer  placed an area rug, which should not have been placed without  proper backing. However, our vendor (Southwest Residential Interiors), as a courtesy and at no charge, replaced planks in that area, as well as replaced water damaged planks found by the kitchen sink and kitchen island that were caused by water.   In regards to the lippage, Southwest Residential requested an independent inspector from Shaw Industries come out and perform an inspection on the floor. In his inspection report summary, he stated that in an area extending over 700 square feet, he found approximately 10 planks that exceeded tolerance. This was caused by the baseboards pinching down on the laminate, thus restricting their ability to move or expand, which is necessary for a floating  floor installation. Rosewood then had our trim carpenter subcontractor come out and release or raise the baseboards to help alleviate the pinching per the report's recommendations.   As far as the chipping, the independent  inspector observed that they occurred where bar stools were placed without  protective pads on their bottoms. The inspector also found a few other planks exhibiting a chip that he believed were locally caused and not a manufacturers defect or workmanship  related. However, again as a courtesy (and at no charge), Southwest Residential replaced a majority  of these planks.   We also have our trim carpenter scheduled to re-visit  the home early next week to inspect all baseboards in the affected areas to ensure that we have successfully alleviated any potential pinching concerns. Our painting  subcontractor  will then follow to putty, re-caulk and paint all baseboards in order to return them to their original condition.   In conclusion, we feel we have been very responsive in correcting the few planks that exhibited above tolerance lippage.  Additionally, Rosewood Homes (and our vendors) have exhibited  good faith by replacing other  planks, that were damaged while the homeowners lived in the home.

Dear Revdex.com:   Please know that the statement that the HOA fees were not disclosed is not accurate. The HOA fees, along with other important information, were disclosed in the CC&R’s that were provided to the homebuyer. Moreover, the CC&R’s are not a 500-page document. The CC&R’s are...

45-pages including a Table of Contents that identifies each item discussed in the CC&R’s.   Please also know that we have the CC&R’s available at our Sales Office so prospective homebuyers can review the CC&R’s well before ever entering into a Purchase Agreement. In fact, many prospective homebuyers review the CC&R’s before purchasing and all homebuyers should review the CCR’s within a few days of purchasing because CC&R’s are important “Covenants, Conditions & Restrictions” that encumber every home in the neighborhood.   We also provided this homebuyer with an additional 21 days AFTER purchasing where they had the opportunity to cancel escrow and receive a full refund if they were unhappy with any of the documents or unhappy with anything at all. This additional 21-days gave the homebuyer a generous amount of time to review everything in their totality to be sure they wanted to move forward.   After 21-days, the homebuyer then signed our “Start Authorization” waiving all contingencies while also requesting that we obtain the building permit then start construction on the home with their specific selections.   I am sorry that the homebuyer indicates that they didn’t review the CC&R’s before purchasing or even review them during the 21-day “free look” period because the homebuyer could have cancelled and received a full refund during that time.   Please also know that the one-time homeowner contribution for the HOA “Reserve Contribution” is actually $459 not $875. Moreover, the homebuilder isn’t collecting this or receiving this. The escrow company is collecting this for the Homeowners Association for the benefit of the homebuyer.   And finally, the homeowners letter does not state that they wouldn’t have purchased because of the $459 that is collected by the Homeowners Association. That’s likely because these monies benefit the homeowner and this home is well worth it even with this $459 HOA fee. In fact, the price of this (and other homes) in the neighborhood have already increased by several thousand dollars while this home has been under construction.   We are unable to waive this $479 because all homebuyers are required to pay this to help fund their Homeowners Association.   Respectfully, Rosewood Homes

This is in response to Item # [redacted]. Please know that Rosewood Homes takes customer satisfaction extremely seriously. Our team has been building homes for over 30-years and we have received widespread recognition from our homebuyers and peers. In fact, Rosewood Homes is the only Arizona builder to have earned the prestigious Eliant Homebuyers Choice Award for providing the "Best Overall Purchase & Ownership Experience" in North America. This is an award voted on by actual homeowners evaluating their home and their homebuilder and their homebuying and home ownership experience as compared to other homes and homebuilders across the United States and Canada. In fact, Eliant sends three different, comprehensive surveys to each of our homeowners as well as to each homeowner from well over 100-different builders across the United States and Canada during each homeowners first year of ownership.Rosewood has not only been recognized as #1 in North America but we are proud to have earned this prestigious award on 4-separate occasions in 4-different recent years as well as having been recognized #2 and #3 in North America in other recent years from among  100+ well-respected homebuilders across North America.Homeowners have also ranked Rosewood Homes #1 on several occasions for "Best Overall Construction Quality" based on homeowner evaluations of their home after their first year of ownership. We are also proud to have been recognized with several additional honors (on multiple occasions) including "Best Overall Customer Service Experience" as well as "Best Overall Construction Experience" and Southwest Residential Interiors (our subcontractor) helped us earn the "Best Design Center" award.Please know that we typically go above and beyond what is common in our industry as well as go above and beyond what is legally required. However, there are things that we can't do nor is it reasonable to expect us to do. As an example, we won't remove and replace someone's entire flooring for free if that flooring is performing per manufacturer's specifications and per industry norms and as required by the Arizona Registrar of Contractors. Nor can we replace someone's flooring if the flooring doesn't meet their lifestyle needs or if they no longer like it.Please see the detailed response (and back-up information) provided by Southwest Residential Interiors (our subcontractor) as well as a copy of an independent inspection report prepared by a flooring inspector who evaluated the flooring in this home. As you'll see, the inspector found the following areas of concern:Some areas were chipped AFTER the homeowner started living in the home. Moreover, the inspector documented that these chips were caused by the homeowners furniture (see attached report). Please also know that, although this was the homeowner's responsibility, our contractor went ahead and replaced those chipped pieces at no cost to the homeowner.Some areas had been discolored by the homeowner's rug (see attached report). However, please know that our contractor still went ahead and replaced those discolored areas at no cost to the homeowner.The independent inspector also found that some areas showed buckling because some of the baseboards were pressing down on the flooring. Please know that Rosewood had the baseboards adjusted to resolve this issue.Please also know that water damage was noticed near the dog bowl. However, our contractor replaced those areas at no cost to the homeowner.Please know that the flooring in this home will meet manufacturers specifications and performance standards as well as industry requirements as long as it is properly used and properly maintained.Please also know that neither Rosewood Homes or Southwest Residential Interiors (our contractor) have ever been found in default by the Arizona Registrar of Contractors. And our homeowner, like all new homeowners in Arizona, can have the Registrar of Contractors evaluate the merits of their claim. We are confident that we have gone above and beyond what is customary but we would readily abide by any adverse finding by the Registrar of Contractors.See attached report and other back-up documents.Respectfully,Rosewood Homes

Dear Revdex.com:   Please know that the statement that the HOA fees were not disclosed is not accurate. The HOA fees, along with other important information, were disclosed in the CC&R’s that were provided to the homebuyer. Moreover, the CC&R’s are not a 500-page document. The CC&R’s are 45-pages including a Table of Contents that identifies each item discussed in the CC&R’s.   Please also know that we have the CC&R’s available at our Sales Office so prospective homebuyers can review the CC&R’s well before ever entering into a Purchase Agreement. In fact, many prospective homebuyers review the CC&R’s before purchasing and all homebuyers should review the CCR’s within a few days of purchasing because CC&R’s are important “Covenants, Conditions & Restrictions” that encumber every home in the neighborhood.   We also provided this homebuyer with an additional 21 days AFTER purchasing where they had the opportunity to cancel escrow and receive a full refund if they were unhappy with any of the documents or unhappy with anything at all. This additional 21-days gave the homebuyer a generous amount of time to review everything in their totality to be sure they wanted to move forward.   After 21-days, the homebuyer then signed our “Start Authorization” waiving all contingencies while also requesting that we obtain the building permit then start construction on the home with their specific selections.   I am sorry that the homebuyer indicates that they didn’t review the CC&R’s before purchasing or even review them during the 21-day “free look” period because the homebuyer could have cancelled and received a full refund during that time.   Please also know that the one-time homeowner contribution for the HOA “Reserve Contribution” is actually $459 not $875. Moreover, the homebuilder isn’t collecting this or receiving this. The escrow company is collecting this for the Homeowners Association for the benefit of the homebuyer.   And finally, the homeowners letter does not state that they wouldn’t have purchased because of the $459 that is collected by the Homeowners Association. That’s likely because these monies benefit the homeowner and this home is well worth it even with this $459 HOA fee. In fact, the price of this (and other homes) in the neighborhood have already increased by several thousand dollars while this home has been under construction.   We are unable to waive this $479 because all homebuyers are required to pay this to help fund their Homeowners Association.   Respectfully, Rosewood Homes

Rosewood’s response is the exact reason we reached out to
the Revdex.com. We are completely and utterly confused by their comments about
themselves and Southwest Interiors not offering/never offering the laminate
hardwood product. The day we went to design our home with one of Southwest
Interiors Designers, the laminate hardwood that we choose was in their showroom
as an option. So, if they do not offer this product then why was it an option
in their showroom? Moreover, why didn’t their Design Specialist inform us that
if they do not offer it (despite its presence in their showroom), it would be a
special order, and more importantly that they do not support this product.
Isn’t part of a Design Specialist’s job helping the homeowner make the best,
informed decision about the products going into their home? If they felt so
strongly about a product they had in the showroom (but apparently do not
offer), why was nothing communicated to us?
We never special ordered this product to our knowledge, as
it was a flooring option in the showroom. There was no protocol we had to go
through that indicated it was a special order. In our paper copies of our
design choices, there is nothing that indicates it was a special order.
To go into further detail I encourage that Rosewood visit
the Shaw Flooring website and take a look at the warranty information for our
specific floor. It clearly states that the issues we are experiencing
(discoloration, warping, chipping) should never happen. There have never been
excessive amounts of water left on our floor, so any accusation of us not
maintaining our floor properly due to water damage is completely outrageous and
just goes to prove our point further that our floor is of poor quality (which
Rosewood now agrees). Also on Shaw’s warranty it does not state anywhere that a
specific type of rug/backing MUST be placed on flooring. It says that
discoloration should not happen due to furniture/sunlight damage. We would like
to see anyone who has ever heard of not being allowed to place a rug on their
floor… and if this is information we should know, then why Rosewood/Southwest
Interiors didn’t disclose this vital piece of information during the design
process.
We did not special request this flooring as it was an option
on their showroom floor…therefore a product they must stand by. Yes, they have
replaced individual planks as we have requested them and due to our flooring warranty,
they must replace the planks at no cost to us. We do not appreciate them
talking about them replacing it at no cost to us like they are going out of
their way to provide such a wonderful service. We do not find that replacing
individual planks to be an effective solution to this ongoing problem. Rosewood/Southwest
Interiors must continue replacing individual planks for the next 20 years under
warranty. We are asking for a new floor because 1) We did not special request
this flooring, 2) We were not told by Rosewood that they do not/will not
support this product, and finally, 3) We are incredibly disgruntled about
disrupting our daily lives every month to continue fixing individual planks for
the next 20 years.
It’s one thing to try to put blame back on the homeowner
(who are the reason Rosewood has won all the awards they so humbly pointed out
and who keep them in business), but to side with other businesses and not even
attempt to help in our battle with Shaw Flooring is something completely
different.  Their overall lack of communication, customer service, and flat out disrespect to us homeowners is unacceptable. It’s a wonder Rosewood has won any awards at all with customer
service like this.

We feel it was quite clear in our first response that we disclosed everything and sent you the information to document it.  We are sorry that he did not (and admitted as such) that he did not read all the documents he was given.  Please check our history for how long we have been in business and have NEVER had this complaint before.  We stand behind our first response.