In order to clarify any confusion resulting from the change in employee assignment within our company M/I Homes agrees to schedule a 2nd independent inspection for a time that will be convenient for both Mrand Mrs [redacted] and the inspectors scheduleWe have attached the 1st independent inspection which supersedes any suppliers ( [redacted] ) inspection M/I Homes will be contacting the Hays to schedule this Mark N [redacted] |
Dear Sirs,In response to this customer complaint, M/I Homes took the following steps:(1) The Area President of M/I Raleigh contacted the homeowner on 12/3/The Area President agreed to have a field inspection performed to determine the conditions of the property and to verify the alleged problem
and decide if M/I had any responsibility for this leak as the home was over years old and well beyond any typical warranty coverageM/I wanted to determine if we had made a construction mistakeItems such as this are typically a function of poor homeowner maintenance on a house of this ageHowever, the homeowner under took repairs before consulting M/IOnly once the repairs were complete did they contact M/I regarding this problem.(2) We sent our Construction Vice President out to the home on 12/12/to investigate on siteThe new repair work was complete and the affected area was not open to inspection at the time of this visitPhotographs of the repair work in process were shown to M/l's Construction Vice President who returned to work on 12/16/to present what he had seenWe at M/I verified that all plans for this home conformed to building standards established and enforced with the City of Raleigh at the time of constructionAll inspections were made and approved by the City.It is difficult to determine why this leak did not occur previously (year old) and why it was not brought to our attention until after the repair work was completed by an outside contractor hired by the homeownerThe extent of the damage indicates to us that this deterioration is recent and it is not an obvious design or construction defectHowever, we will be contacting this buyer, will explain our position and reasoning, and seek an amicable resolution.Respectfully,** *** ***M/I Homes of Raleigh, LLC
I am rejecting this response because: The information provided by M/I Homes is completely inaccurate We were never hand delivered a copy of the independent inspectors reportThis was finally provided to us via email from Jill M*** in Octocer 2014, months after the inspection was completed The dates are not as they happened, either Our first complaint was communicated to M/I in November It took until February to get a response, which ended up being the independent inspection We never rejected the carpet being installed on the stairs, only requested that we come to a resolution with the remaining carpet areas prior to scheduling time out of our work days for the installation In regards to refusing to alter cleaning and care procedures, the Customer Care representative from M/I Homes at the time was the one to state that the recommendations were ridiculous She told us she did not agree with their (*** *** findings and was going to make sure we were satisfiedShe, however, is no longer with the companyMany of her promises, as a representative of the company, to us have not been fulfilledFor these reasons, we reject this response.
Regards,
*** ***
After entering into a purchase agreement Mrand Mrs***
went to the design center to make selections for their home. At this appointment after hands on viewing of
all flooring selections available they settled on a level carpet selection by
Mohawk this is one level above the
included flooring. In late February the *** reported
concerns about their carpeting to M/I Homes.
At that time we requested an independent inspection. The results of this inspection found no
manufacture defects and all signs of wear were traffic. Our file records show that this was hand
delivered mid -March to Mrand Mrs*** by Customer Care Supervisor
Jeff B*** followed by several e-mail conversations about this with our
department manager who then made a home visit on April 4, 2014. At this visit it was discussed by the ***
they were not certain they received the carpet they had selected so we sent the
flooring installer out to confirm the carpet installed. It was determined that this was in fact the
carpet that was selected. In an e-mail from
Mr*** dated May 20,to our department manager he stated that he had
been given conflicting information on the best way to clean the carpet and
maintain the manufactures warranty and that he was still not happy about
this. M/I Homes had realigned our
community assignment and a different Customer Care Supervisor Mark M*** was
given this community. August 14,
Mr*** reached out to Customer Care to schedule pending repairs at which
time he mentioned new items one being the carpet seam had become rather
visible. At this time an inspection by
the flooring company field manager was ordered to address this concern. The inspection report indicated that there
was no action to be taken as it was site related (use and care). During a visit with our Customer Care Manager
and the flooring inspector on an un-related issue (hardwood concern) as a
customer curtsey the flooring inspector agreed to replace the carpet on the
stairs only first floor to second floor.
After the material was ordered and arrived the Mrand Mrs***
declined to have this done. In January
Mrs*** reached out to Customer Care confused over a call she received to
schedule another independent inspection.
It was explained at that time that there would not be another
independent inspection we were waiting to schedule the stair replacement. The home owner stated that she is not
satisfied with how the material was wearing and would not adapt her care
methods as suggested she felt they were ridiculous. Mrs*** was advised that the Independent
inspection report states there is no indication of product failure or inferior
product. M/I Homes respectfully declines
to replace the carpet as it does not fall under the warranty provided by M/I
Homes
There are two items to address.1) Ms. [redacted] is requesting we replace her Whirlpool appliances with GE appliances. When Ms. [redacted] purchased her home in [redacted] the [redacted] was installing Whirlpool kitchen appliances. Whirlpool appliances were being installed in all homes in...
all communities. Shortly after Ms. [redacted] purchased her home the [redacted] changed to GE kitchen appliances for all homes in all communities. Ms. [redacted] states she has had numerous problems with her Whirlpool appliances which she has addressed directly with Whirlpool. Ms. [redacted] implies we changed to GE appliances because of quality issues with the Whirlpool appliances and that she should be given what she believes are higher quality GE appliances. Our decision to move to GE appliances was solely based on Whirlpools inability to meet our production and scheduling needs. The fact that Whirlpool appliances were installed in Ms. [redacted]’s home and GE appliances were installed in other [redacted] homes is simply because of the timing of the change from Whirlpool to GE. It is correct that the appliances in the [redacted] model were changed from Whirlpool to GE. This change was made because the model needed to correctly reflect the appliances that would be installed on future sales.2) Ms. [redacted] is requesting M/I Homes to fix the paneling and cabinets she states were damaged when repair work was completed on the oven. The Customer Care Manager will contact Ms. [redacted] and schedule an appointment to inspect the damaged paneling and cabinets. If it is determined that the damage to the paneling and cabinets was a result of the oven being incorrectly installed, M/I Homes will repair the damaged paneling and cabinets.Please let me know if you need additional information to reply to the Revdex.com complaint.Regards,[redacted] Controller & VP of Operations M/I Homes of Sterling VA
In order to clarify any confusion resulting from the change
in employee assignment within our company M/I Homes agrees to schedule a 2nd
independent inspection for a time that will be convenient for both Mr. and Mrs.
[redacted] and the inspectors schedule. We have attached the 1st
independent inspection which supersedes any suppliers ([redacted])
inspection. M/I Homes will be contacting the Hays to schedule this.
Mark
N[redacted] |
In order to clarify any confusion resulting from the change in employee assignment within our company M/I Homes agrees to schedule a 2nd independent inspection for a time that will be convenient for both Mrand Mrs [redacted] and the inspectors scheduleWe have attached the 1st independent inspection which supersedes any suppliers ( [redacted] ) inspection M/I Homes will be contacting the Hays to schedule this Mark N [redacted] |
Dear Sirs,In response to this customer complaint, M/I Homes took the following steps:(1) The Area President of M/I Raleigh contacted the homeowner on 12/3/The Area President agreed to have a field inspection performed to determine the conditions of the property and to verify the alleged problem
and decide if M/I had any responsibility for this leak as the home was over years old and well beyond any typical warranty coverageM/I wanted to determine if we had made a construction mistakeItems such as this are typically a function of poor homeowner maintenance on a house of this ageHowever, the homeowner under took repairs before consulting M/IOnly once the repairs were complete did they contact M/I regarding this problem.(2) We sent our Construction Vice President out to the home on 12/12/to investigate on siteThe new repair work was complete and the affected area was not open to inspection at the time of this visitPhotographs of the repair work in process were shown to M/l's Construction Vice President who returned to work on 12/16/to present what he had seenWe at M/I verified that all plans for this home conformed to building standards established and enforced with the City of Raleigh at the time of constructionAll inspections were made and approved by the City.It is difficult to determine why this leak did not occur previously (year old) and why it was not brought to our attention until after the repair work was completed by an outside contractor hired by the homeownerThe extent of the damage indicates to us that this deterioration is recent and it is not an obvious design or construction defectHowever, we will be contacting this buyer, will explain our position and reasoning, and seek an amicable resolution.Respectfully,** *** ***M/I Homes of Raleigh, LLC
MI Homes will contact the homeowner directly to schedule inspection of complaint
I am rejecting this response because: The information provided by M/I Homes is completely inaccurate We were never hand delivered a copy of the independent inspectors reportThis was finally provided to us via email from Jill M*** in Octocer 2014, months after the inspection was completed The dates are not as they happened, either Our first complaint was communicated to M/I in November It took until February to get a response, which ended up being the independent inspection We never rejected the carpet being installed on the stairs, only requested that we come to a resolution with the remaining carpet areas prior to scheduling time out of our work days for the installation In regards to refusing to alter cleaning and care procedures, the Customer Care representative from M/I Homes at the time was the one to state that the recommendations were ridiculous She told us she did not agree with their (*** *** findings and was going to make sure we were satisfiedShe, however, is no longer with the companyMany of her promises, as a representative of the company, to us have not been fulfilledFor these reasons, we reject this response.
Regards,
*** ***
After entering into a purchase agreement Mrand Mrs***
went to the design center to make selections for their home. At this appointment after hands on viewing of
all flooring selections available they settled on a level carpet selection by
Mohawk this is one level above the
included flooring. In late February the *** reported
concerns about their carpeting to M/I Homes.
At that time we requested an independent inspection. The results of this inspection found no
manufacture defects and all signs of wear were traffic. Our file records show that this was hand
delivered mid -March to Mrand Mrs*** by Customer Care Supervisor
Jeff B*** followed by several e-mail conversations about this with our
department manager who then made a home visit on April 4, 2014. At this visit it was discussed by the ***
they were not certain they received the carpet they had selected so we sent the
flooring installer out to confirm the carpet installed. It was determined that this was in fact the
carpet that was selected. In an e-mail from
Mr*** dated May 20,to our department manager he stated that he had
been given conflicting information on the best way to clean the carpet and
maintain the manufactures warranty and that he was still not happy about
this. M/I Homes had realigned our
community assignment and a different Customer Care Supervisor Mark M*** was
given this community. August 14,
Mr*** reached out to Customer Care to schedule pending repairs at which
time he mentioned new items one being the carpet seam had become rather
visible. At this time an inspection by
the flooring company field manager was ordered to address this concern. The inspection report indicated that there
was no action to be taken as it was site related (use and care). During a visit with our Customer Care Manager
and the flooring inspector on an un-related issue (hardwood concern) as a
customer curtsey the flooring inspector agreed to replace the carpet on the
stairs only first floor to second floor.
After the material was ordered and arrived the Mrand Mrs***
declined to have this done. In January
Mrs*** reached out to Customer Care confused over a call she received to
schedule another independent inspection.
It was explained at that time that there would not be another
independent inspection we were waiting to schedule the stair replacement. The home owner stated that she is not
satisfied with how the material was wearing and would not adapt her care
methods as suggested she felt they were ridiculous. Mrs*** was advised that the Independent
inspection report states there is no indication of product failure or inferior
product. M/I Homes respectfully declines
to replace the carpet as it does not fall under the warranty provided by M/I
Homes
There are two items to address.1) Ms. [redacted] is requesting we replace her Whirlpool appliances with GE appliances. When Ms. [redacted] purchased her home in [redacted] the [redacted] was installing Whirlpool kitchen appliances. Whirlpool appliances were being installed in all homes in...
all communities. Shortly after Ms. [redacted] purchased her home the [redacted] changed to GE kitchen appliances for all homes in all communities. Ms. [redacted] states she has had numerous problems with her Whirlpool appliances which she has addressed directly with Whirlpool. Ms. [redacted] implies we changed to GE appliances because of quality issues with the Whirlpool appliances and that she should be given what she believes are higher quality GE appliances. Our decision to move to GE appliances was solely based on Whirlpools inability to meet our production and scheduling needs. The fact that Whirlpool appliances were installed in Ms. [redacted]’s home and GE appliances were installed in other [redacted] homes is simply because of the timing of the change from Whirlpool to GE. It is correct that the appliances in the [redacted] model were changed from Whirlpool to GE. This change was made because the model needed to correctly reflect the appliances that would be installed on future sales.2) Ms. [redacted] is requesting M/I Homes to fix the paneling and cabinets she states were damaged when repair work was completed on the oven. The Customer Care Manager will contact Ms. [redacted] and schedule an appointment to inspect the damaged paneling and cabinets. If it is determined that the damage to the paneling and cabinets was a result of the oven being incorrectly installed, M/I Homes will repair the damaged paneling and cabinets.Please let me know if you need additional information to reply to the Revdex.com complaint.Regards,[redacted] Controller & VP of Operations M/I Homes of Sterling VA
In order to clarify any confusion resulting from the change
in employee assignment within our company M/I Homes agrees to schedule a 2nd
independent inspection for a time that will be convenient for both Mr. and Mrs.
[redacted] and the inspectors schedule. We have attached the 1st
independent inspection which supersedes any suppliers ([redacted])
inspection. M/I Homes will be contacting the Hays to schedule this.
Mark
N[redacted] |