We have agreed upon the desired outcome with Mr and Mrs [redacted], they will be receiving their earnest money back in the amount of $3,300. Thank you.
Mrs. [redacted] moved into her home at our [redacted] community on 10/30/2015. In the spring of 2016, Mrs. [redacted] complained of water ponding in her yard. A perforated pipe was installed along the side of the home to assist with ponding. In February of 2017 Mrs. [redacted] made another...
claim for standing water in the back yard adjacent to her patio. Although the water was draining appropriately and met the standard in the warranty manual provided to Mrs. [redacted] at closing, we decided to go above and beyond to help her out. Subsequently, in the summer of 2017, an additional perforated pipe was installed by the patio which joined the original pipe on the side of the home. We have not only met our warranty standards but have exceeded them in order to provide the best customer experience to Mrs. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
We accept offer: 1. To pay the invoice in the amount of $310 to me personally for cost incurred out of packet to pay for carpet cleaning to try to remove paint/black stains. I am attaching the invoice to this complaint, if I need to fax it please send me a fax number. 2. To send a check to us for the amount Hayden Homes would have incurred for new carpet and install.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I have yet to meet with the Hayden Homes representative. Regardless of any addendum, the fact that is still not being addressed about the tree is that the health of the tree was compromised by the actions of Hayden Homes. It would be one thing if it was just a tree on the property unaffected by the housing excavation. So, until I have met and spoken with the Hayden Homes rep I cannot accept this situation as resolved.
Sincerely,[redacted]
The first dialogue was with the customer service technician and the homeowner’s Mother. The homeowner had a busy work schedule and could not meet us during business hours so we agreed to schedule appointments with the homeowner’s Mother. From the onset we had to work around her work schedule so...
setting up an appointment was based for her availability. We did experience a subcontractor issue with him not showing up for two consecutive appointments to look at the work and establish a plan for a fix. The subcontractor missed the first appointment with no call to the homeowner and a second appointment with a call to reschedule. This did add to the anguish of the homeowner. We apologized for this subcontractor and his inability to communicate. The next available time to meet was on 10-28-15. This date was agreed upon by all parties. At this meeting we agreed to fix the work and the homeowner’s mother did not agree with the proposed solution on how we wanted to fix the item. We felt confident in our solution and we also told her we would warranty the fix. After a in-depth conversation, we listened to her concerns and she felt very strongly on her solution. We did come to the conclusion that our goal was to make her happy with the solution and at that point we decided that she was not going to be happy unless we did the work the way she wanted it to be performed. At this point we told the homeowner we would need additional time to order materials and have them delivered. During this time I did receive a call from the homeowner’s Mother asking when we were going to fix the items. I told her that it would be best to hold off on setting up an appointment until we had received all the materials. This would dictate when we could schedule the repairs to be completed. We have since received all materials and are scheduled to fix the issue at the home on 11-13-15. This date was set based off of the time it took to get materials and the availability of the homeowner.
Complaint Response-[redacted] RE: [redacted] 3109 N. 22nd St. Coeur D Alene, ID 83815 This response is in regards to the complaint listed above regarding the [redacted] concerns with the front entry concrete at their rental home located at [redacted] [redacted] The [redacted]...
purchased their new home for a rental and the work was completed on or about 7/26/16. On March 3rd,2017 we received a service request to replace that front entry concrete and patio because the [redacted] did not feel they were leveled correctly. A service request was generated and the front entry and rear patio were torn out and re-poured on 4/24/17. On 4/27/17 the [redacted] contacted our field service tech because they felt the front entry was not correct and that the concrete was a slightly different color. I met the field tech on site with a level and the concrete showed that it was level and had positive pitch forward away from the home. There was a slight color deviation from the original work and we explained to the [redacted] that that was common because concrete is a natural material and does not always keep the same color. This can also be the case when concrete is poured at different times. The [redacted] contacted us and requested a meeting on 6/2/17 at the property to discuss the front entry. We once again put a level on the concrete to show pitch. They were concerned with a slight trowel dip holding water however the dip was less than 1/16” and the slab was shedding water to the front. We can certainly appreciate the [redacted] concerns and Hayden Homes believe that the new slab was installed properly. Regards, Doug Z[redacted] Customer Service Manager Hayden Homes
Our Response to Complaint #[redacted] (Please upload attachments)
Trees are addressed in the Purchase and Sale Agreement under Addendum A section 6 which was mutually accepted by both Seller and Buyer on 9/9/15 (see attached). As part of the contract agreement Addendum A states “if...
existing tress remain on the home site after closing Seller does not guarantee the life of the tree and the Home Buyer assumes responsibility”. During the contract & build process the Buyer discussed the tree with the Seller’s Agent, at that time it was communicated to the Buyer that the tree would remain in place. The Buyer accepted this answer, the home was issued a Certificate of Occupancy and this home closed on 1/28/16. After the close of the home and on 6/22/16 Mr. [redacted] contacted Hayden Homes via faxed letter (see attached) reporting concern with the tree on the west side of the property. This letter demanded Hayden Homes remove the tree, regrade the lot, install a retaining wall & fence. In this letter Mr. [redacted] expressly confirms that during the construction process the Buyer discussed the tree with the Seller’s Agent and the expectation was set, the tree would not be removed. After reviewing carefully, Hayden Homes sent a letter of response via USPS on 8/22/16 (see attached). This letter states that the tree is not provided warranty coverage under the Builder Warranty and no action would be taken by Hayden Homes. Hayden Homes is committed to standing behind our Homes this included the products and the services we provide. Since Mr. [redacted] closed on his home, Hayden Homes has received a request for service 6 times with a total of 13 separate items reported. Each time a Service Request is tracked in our system & assigned to our local Warranty Service Technician who has followed up with Mr. [redacted] to address items reported under the warranty. Most recently in Sept. 2016 and as a courtesy only, regrading was completed on the back/side portion of the property. This shows good faith that Hayden Homes has continued to work with Mr. [redacted] as reasonable. To address the other items listed as a concern in the Revdex.com complaint; “rounded wall corner peeling, nails protruding from ceiling, buckle/bulge at ceiling/wall.” As provided by the warranty, drywall is addressed one time during the first year. It is advised this is address toward the end of the first year at about the 11th month, this would be early January for this home since it closed on 1/28/15. The “damaged concrete and drainage issues” can be addressed as applicable to the warranty as well. It is Hayden Homes recommendation that Mr. [redacted] submit a list of warranty concerns via our website www.Hayden-Homes.com in early January 2017. At that time Hayden Homes will schedule a Warranty Wrap-Up appointment with a local Warranty Service Technician who can assess and review each of the items reported and address them as applicable to the Builder Limited Warranty.
Thank you!
Samantha S[redacted] [redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Complaint: [redacted] Date: 10/11/2017 This letter is in reference to the above mentioned complaint from the [redacted]’s located at Hayden Homes “[redacted]” community in Post Falls Idaho. Initially Hayden Homes set up [redacted] to come out and clean the floors. This was set up to follow other items but was delayed until they could be finished. We did not want to risk potential stains after the fact. Since we set up the appointment we certainly have no issues paying for [redacted] and would ask that the bill be forward over for us. The second issue was the carpet itself and we did meet with Mrs. [redacted] to inspect. Mrs. [redacted] pointed out some areas that had spray spots of white interior latex paint. The other two problem areas we saw were in the hallway leading to the kitchen and living room. Mrs. [redacted] noted that someone applied a product to get a paint drip off the carpet. We are unsure of who used the product however it discolored the areas where it was applied. At this point we would normally proceed in either of two ways depending on which way the [redacted]’s would like. The first is simply have Hayden Homes carpet people come back to the home and replace. The second is that we would pay the cost that we would have incurred to purchase and install and send that to the [redacted]’s under a non-disclosure agreement. As we stated this choice is totally up to the [redacted]’s. If you have questions whatsoever please let us know.
This response is regarding the complaint above for [redacted] in Cheney WA. Mr. [redacted] submitted a couple of service request at the 12th month to include some settling cracks, floor squeaks… We certainly apologize for any delay to Mr. [redacted] and Hayden Homes has every intention of responding to his...
request. We met with Mr. [redacted] a week and a half ago to address his concerns. At this time we have opened request to the pertinent trade partners to resolve them as timely as possible. Should you have any questions please let us know. Thank you, Doug Z[redacted] Customer Service manager Hayden Homes
Our records show that the easement was disclosed to the Ms. [redacted] during the purchase of her home. On 5/27/2011, Ms. [redacted] signed Addendum A to the Purchase and Sale Agreement, Section 21 that states “Home Buyers of home sites 8-13 and 18-20 understand that their property borders the Canal...
Easement. Home Buyer is responsible for contacting the Central Oregon Irrigation District to clarify the restrictions due to the Easement area.” Ms. [redacted] owns lot 12 in this community.
Hayden Homes has reviewed the request and agreed to return the earnest money to [redacted]. At this time Hayden Homes considers this complaint resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The roofing company called me and stated they will be at my home on 1/10/18 to assess where the leak is coming from.
Sincerely,
[redacted]
During severe cold weather and snow storms, snow may build up on the roof and cause ice dams. Ice dams are naturally-occurring due to extreme weather as snow melts over a roof surface that exceeds 32°F. As the melting snow flows down the roof and it reaches the portion of the roof that is below...
32°F (the eave), it freezes and begins to cause ice buildup, especially at gutters and valleys. The ice dam then traps water which is then forced through the shingles and into the attic and living space.
While this can be a very disconcerting situation, it is the responsibility of the HOA and homeowner to maintain and clear any snow and ice from the roofs to prevent ice dams. Ice dams will not occur if the snow is removed promptly, and are not covered under the Hayden Homes warranty. Insulation is not required on the underside of the roof. The attic insulation is blown in and is at a depth that meets or exceeds code.
Complaint: [redacted]
That is a nice courtesy, thank you. However, that would require tearing up the lawn and wouldn't make it as nice as it is now. Also, since only half the driveway is against the cut out, it would make the driveway very slanted, about 45 degrees with the road. This is a less than ideal solution and would look ugly. It might even make future potential buyers think twice before buying in the neighborhood.
Perhaps I'm not making myself clear. When I was talking with the warranty manager for the area, he make the following points, as far as I understand them:
It is against policy to tear up the sidewalk.
Every other house is just like mine.
The sidewalk is owned by the city, not me nor Hayden.
These points are all mostly correct. However, when I wanted to provide a rebuttal against each one, I wasn't given the opportunity and only told the same points in a different way.
Here's why I think the points provided do not apply to this situation.
While it is understandable that the sidewalk should not be torn up, Hayden laid the sidewalk incorrectly in the first place. I imagine the policy is that should not happen during construction.
My house is the only one in the entire neighborhood where the cutout ends in grass. Yes, they all aren't perfect, but I'm not asking for perfection. It'll still be slanted and tapered after what I asked for. I just don't want the cut out to end in grass, but I also don't want to tear up the grass.
Yes, the city owns the sidewalk. It is normally against city policy to tear up and redo the sidewalk. However, when they looked at it, they agreed that this is an abnormal situation and it should be allowed in this case. I expected the city to refuse my request, but the situation is bad enough that it warrants permission to redo the sidewalk. Hayden requested and/or built the sidewalk incorrectly in the first place. All I ask is that the situation is corrected.
I only filed a complaint with the Revdex.com because I was unable to communicate my rebuttal back to the area warranty manager. It was futile anyway since he didn't have the authorization to decide and he would not get me in contact with someone who did. This is a unique situation that should not be dismissed by saying it is against policy.
Mistakes do happen, and I understand that. What matters is how a company addresses the situation. I do not understand why this is such trouble. You have been so good up to this point, I was surprised at all the push-back. Yes, it is difficult and expensive, but it should have been constructed properly in the first place. I would have not closed on the house had I known the sidewalk would be left the way it is.
Your company proudly says that your core values are quality and service. You even have a guarantee against all defects and imperfections. Pouring a triangle concrete in the lawn would still be very imperfect.
This is a unique situation. You may be pushing back because you may think if you do it with me, you'll have to do it with everyone else. That's not true in this case. It is too far to add more cement and call that a fix.
I can only ask for your kindness and generosity. It would mean a lot to me if this was done. I understand what I am asking is no small thing. I would have thought that Hayden Homes would have acknowledged the problem and made every effort to fix it, instead of fighting me, trying to tell me that it isn't a problem.
We met with Mr.[redacted] yesterday (June 7th 2016) and spoke about the driveway approach. After some conversation and some different ideas, we came up with a resolution. Since the city will allow you to pour concrete half-way up the Angled Curb, you proposed we just pour to that point thus extending your driveway by 3 feet. We also spoke about issue with pouring to a point and recommended extending the driveway towards the curb 3 feet before we angled to the approach. Hayden Homes and Mr.[redacted] have agreed upon this resolution. Please see the attached email correspondence documenting Mr.[redacted]'s acceptance of this resolution.
This letter is in response to the above-mentioned complaint filed with the Revdex.com on 6/12/2017. We have reviewed the letter and the concerns of the [redacted]’s. The complaint involves a repair to the bathtubs for a scratch that likely occurred either during the installation, shipping...
process or the course of construction. Scratches do occur during the construction process and the project managers make a judgement call when these occur to either attempt this industry standard repair or replace the fixture if a repair is not reasonable. In this case the scratches were felt to be repairable at which point Detail Difference was brought in. This type of repair is used by all the homebuilders when a scratch comes up and is not isolated to Hayden Homes. The Repair does need time to cure properly and in this case, it is certainly possible, that the cleaners used, prior to turning a new home over, came in too close to when the repair was made. Hayden homes would like the opportunity to re-instigate the repair and allow proper curing time at this point. If this repair fails, we would most certainly address the replacement of the bathtubs on an individual basis. Our goal at Hayden Homes is to ensure the highest quality home for our customer and would like the opportunity to make this right with the [redacted]’s. Tell us why here...
Complaint: [redacted]I am rejecting this response because: arguing with Hayden Homes is pointless so an attorney will be hired to represent this issue and the court will decide the final outcome of this situation. This is why we have a legal system.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: Hayden Homes was too vague in their response to our complaints by not stating what we could expect to be done and in what time frame. In their response they stated they would "continue to work directly with the customer to address each of the items listed as a concern as applicable under the warranty". As of today, 5/20/2015, a representative from Hayden Homes has yet to contact us. As we stated in our original complaint the company has not returned any of our telephone calls and the last communication with a representative was on 2/5/2015. We would like this complaint resolved but due to the lack of communication and action from Hayden Homes we request a response that addresses each of our complaints before we can begin to consider this complaint resolved.Sincerely,[redacted]
We have agreed upon the desired outcome with Mr and Mrs [redacted], they will be receiving their earnest money back in the amount of $3,300. Thank you.
Mrs. [redacted] moved into her home at our [redacted] community on 10/30/2015. In the spring of 2016, Mrs. [redacted] complained of water ponding in her yard. A perforated pipe was installed along the side of the home to assist with ponding. In February of 2017 Mrs. [redacted] made another...
claim for standing water in the back yard adjacent to her patio. Although the water was draining appropriately and met the standard in the warranty manual provided to Mrs. [redacted] at closing, we decided to go above and beyond to help her out. Subsequently, in the summer of 2017, an additional perforated pipe was installed by the patio which joined the original pipe on the side of the home. We have not only met our warranty standards but have exceeded them in order to provide the best customer experience to Mrs. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
We accept offer: 1. To pay the invoice in the amount of $310 to me personally for cost incurred out of packet to pay for carpet cleaning to try to remove paint/black stains. I am attaching the invoice to this complaint, if I need to fax it please send me a fax number. 2. To send a check to us for the amount Hayden Homes would have incurred for new carpet and install.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: I have yet to meet with the Hayden Homes representative. Regardless of any addendum, the fact that is still not being addressed about the tree is that the health of the tree was compromised by the actions of Hayden Homes. It would be one thing if it was just a tree on the property unaffected by the housing excavation. So, until I have met and spoken with the Hayden Homes rep I cannot accept this situation as resolved.
Sincerely,[redacted]
The first dialogue was with the customer service technician and the homeowner’s Mother. The homeowner had a busy work schedule and could not meet us during business hours so we agreed to schedule appointments with the homeowner’s Mother. From the onset we had to work around her work schedule so...
setting up an appointment was based for her availability. We did experience a subcontractor issue with him not showing up for two consecutive appointments to look at the work and establish a plan for a fix. The subcontractor missed the first appointment with no call to the homeowner and a second appointment with a call to reschedule. This did add to the anguish of the homeowner. We apologized for this subcontractor and his inability to communicate. The next available time to meet was on 10-28-15. This date was agreed upon by all parties. At this meeting we agreed to fix the work and the homeowner’s mother did not agree with the proposed solution on how we wanted to fix the item. We felt confident in our solution and we also told her we would warranty the fix. After a in-depth conversation, we listened to her concerns and she felt very strongly on her solution. We did come to the conclusion that our goal was to make her happy with the solution and at that point we decided that she was not going to be happy unless we did the work the way she wanted it to be performed. At this point we told the homeowner we would need additional time to order materials and have them delivered. During this time I did receive a call from the homeowner’s Mother asking when we were going to fix the items. I told her that it would be best to hold off on setting up an appointment until we had received all the materials. This would dictate when we could schedule the repairs to be completed. We have since received all materials and are scheduled to fix the issue at the home on 11-13-15. This date was set based off of the time it took to get materials and the availability of the homeowner.
Hayden Homes and the Customers have reached a verbal agreement. We expect to have all items addressed and fully resolved by Friday June 19th.
Complaint Response-[redacted] RE: [redacted] 3109 N. 22nd St. Coeur D Alene, ID 83815 This response is in regards to the complaint listed above regarding the [redacted] concerns with the front entry concrete at their rental home located at [redacted] [redacted] The [redacted]...
purchased their new home for a rental and the work was completed on or about 7/26/16. On March 3rd,2017 we received a service request to replace that front entry concrete and patio because the [redacted] did not feel they were leveled correctly. A service request was generated and the front entry and rear patio were torn out and re-poured on 4/24/17. On 4/27/17 the [redacted] contacted our field service tech because they felt the front entry was not correct and that the concrete was a slightly different color. I met the field tech on site with a level and the concrete showed that it was level and had positive pitch forward away from the home. There was a slight color deviation from the original work and we explained to the [redacted] that that was common because concrete is a natural material and does not always keep the same color. This can also be the case when concrete is poured at different times. The [redacted] contacted us and requested a meeting on 6/2/17 at the property to discuss the front entry. We once again put a level on the concrete to show pitch. They were concerned with a slight trowel dip holding water however the dip was less than 1/16” and the slab was shedding water to the front. We can certainly appreciate the [redacted] concerns and Hayden Homes believe that the new slab was installed properly. Regards, Doug Z[redacted] Customer Service Manager Hayden Homes
Our Response to Complaint #[redacted] (Please upload attachments)
Trees are addressed in the Purchase and Sale Agreement under Addendum A section 6 which was mutually accepted by both Seller and Buyer on 9/9/15 (see attached). As part of the contract agreement Addendum A states “if...
existing tress remain on the home site after closing Seller does not guarantee the life of the tree and the Home Buyer assumes responsibility”. During the contract & build process the Buyer discussed the tree with the Seller’s Agent, at that time it was communicated to the Buyer that the tree would remain in place. The Buyer accepted this answer, the home was issued a Certificate of Occupancy and this home closed on 1/28/16. After the close of the home and on 6/22/16 Mr. [redacted] contacted Hayden Homes via faxed letter (see attached) reporting concern with the tree on the west side of the property. This letter demanded Hayden Homes remove the tree, regrade the lot, install a retaining wall & fence. In this letter Mr. [redacted] expressly confirms that during the construction process the Buyer discussed the tree with the Seller’s Agent and the expectation was set, the tree would not be removed. After reviewing carefully, Hayden Homes sent a letter of response via USPS on 8/22/16 (see attached). This letter states that the tree is not provided warranty coverage under the Builder Warranty and no action would be taken by Hayden Homes. Hayden Homes is committed to standing behind our Homes this included the products and the services we provide. Since Mr. [redacted] closed on his home, Hayden Homes has received a request for service 6 times with a total of 13 separate items reported. Each time a Service Request is tracked in our system & assigned to our local Warranty Service Technician who has followed up with Mr. [redacted] to address items reported under the warranty. Most recently in Sept. 2016 and as a courtesy only, regrading was completed on the back/side portion of the property. This shows good faith that Hayden Homes has continued to work with Mr. [redacted] as reasonable. To address the other items listed as a concern in the Revdex.com complaint; “rounded wall corner peeling, nails protruding from ceiling, buckle/bulge at ceiling/wall.” As provided by the warranty, drywall is addressed one time during the first year. It is advised this is address toward the end of the first year at about the 11th month, this would be early January for this home since it closed on 1/28/15. The “damaged concrete and drainage issues” can be addressed as applicable to the warranty as well. It is Hayden Homes recommendation that Mr. [redacted] submit a list of warranty concerns via our website www.Hayden-Homes.com in early January 2017. At that time Hayden Homes will schedule a Warranty Wrap-Up appointment with a local Warranty Service Technician who can assess and review each of the items reported and address them as applicable to the Builder Limited Warranty.
Thank you!
Samantha S[redacted] [redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Complaint: [redacted] Date: 10/11/2017 This letter is in reference to the above mentioned complaint from the [redacted]’s located at Hayden Homes “[redacted]” community in Post Falls Idaho. Initially Hayden Homes set up [redacted] to come out and clean the floors. This was set up to follow other items but was delayed until they could be finished. We did not want to risk potential stains after the fact. Since we set up the appointment we certainly have no issues paying for [redacted] and would ask that the bill be forward over for us. The second issue was the carpet itself and we did meet with Mrs. [redacted] to inspect. Mrs. [redacted] pointed out some areas that had spray spots of white interior latex paint. The other two problem areas we saw were in the hallway leading to the kitchen and living room. Mrs. [redacted] noted that someone applied a product to get a paint drip off the carpet. We are unsure of who used the product however it discolored the areas where it was applied. At this point we would normally proceed in either of two ways depending on which way the [redacted]’s would like. The first is simply have Hayden Homes carpet people come back to the home and replace. The second is that we would pay the cost that we would have incurred to purchase and install and send that to the [redacted]’s under a non-disclosure agreement. As we stated this choice is totally up to the [redacted]’s. If you have questions whatsoever please let us know.
This response is regarding the complaint above for [redacted] in Cheney WA. Mr. [redacted] submitted a couple of service request at the 12th month to include some settling cracks, floor squeaks… We certainly apologize for any delay to Mr. [redacted] and Hayden Homes has every intention of responding to his...
request. We met with Mr. [redacted] a week and a half ago to address his concerns. At this time we have opened request to the pertinent trade partners to resolve them as timely as possible. Should you have any questions please let us know. Thank you, Doug Z[redacted] Customer Service manager Hayden Homes
Our records show that the easement was disclosed to the Ms. [redacted] during the purchase of her home. On 5/27/2011, Ms. [redacted] signed Addendum A to the Purchase and Sale Agreement, Section 21 that states “Home Buyers of home sites 8-13 and 18-20 understand that their property borders the Canal...
Easement. Home Buyer is responsible for contacting the Central Oregon Irrigation District to clarify the restrictions due to the Easement area.” Ms. [redacted] owns lot 12 in this community.
Hayden Homes has reviewed the request and agreed to return the earnest money to [redacted]. At this time Hayden Homes considers this complaint resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The roofing company called me and stated they will be at my home on 1/10/18 to assess where the leak is coming from.
Sincerely,
[redacted]
During severe cold weather and snow storms, snow may build up on the roof and cause ice dams. Ice dams are naturally-occurring due to extreme weather as snow melts over a roof surface that exceeds 32°F. As the melting snow flows down the roof and it reaches the portion of the roof that is below...
32°F (the eave), it freezes and begins to cause ice buildup, especially at gutters and valleys. The ice dam then traps water which is then forced through the shingles and into the attic and living space.
While this can be a very disconcerting situation, it is the responsibility of the HOA and homeowner to maintain and clear any snow and ice from the roofs to prevent ice dams. Ice dams will not occur if the snow is removed promptly, and are not covered under the Hayden Homes warranty. Insulation is not required on the underside of the roof. The attic insulation is blown in and is at a depth that meets or exceeds code.
Complaint: [redacted]
That is a nice courtesy, thank you. However, that would require tearing up the lawn and wouldn't make it as nice as it is now. Also, since only half the driveway is against the cut out, it would make the driveway very slanted, about 45 degrees with the road. This is a less than ideal solution and would look ugly. It might even make future potential buyers think twice before buying in the neighborhood.
Perhaps I'm not making myself clear. When I was talking with the warranty manager for the area, he make the following points, as far as I understand them:
It is against policy to tear up the sidewalk.
Every other house is just like mine.
The sidewalk is owned by the city, not me nor Hayden.
These points are all mostly correct. However, when I wanted to provide a rebuttal against each one, I wasn't given the opportunity and only told the same points in a different way.
Here's why I think the points provided do not apply to this situation.
While it is understandable that the sidewalk should not be torn up, Hayden laid the sidewalk incorrectly in the first place. I imagine the policy is that should not happen during construction.
My house is the only one in the entire neighborhood where the cutout ends in grass. Yes, they all aren't perfect, but I'm not asking for perfection. It'll still be slanted and tapered after what I asked for. I just don't want the cut out to end in grass, but I also don't want to tear up the grass.
Yes, the city owns the sidewalk. It is normally against city policy to tear up and redo the sidewalk. However, when they looked at it, they agreed that this is an abnormal situation and it should be allowed in this case. I expected the city to refuse my request, but the situation is bad enough that it warrants permission to redo the sidewalk. Hayden requested and/or built the sidewalk incorrectly in the first place. All I ask is that the situation is corrected.
I only filed a complaint with the Revdex.com because I was unable to communicate my rebuttal back to the area warranty manager. It was futile anyway since he didn't have the authorization to decide and he would not get me in contact with someone who did. This is a unique situation that should not be dismissed by saying it is against policy.
Mistakes do happen, and I understand that. What matters is how a company addresses the situation. I do not understand why this is such trouble. You have been so good up to this point, I was surprised at all the push-back. Yes, it is difficult and expensive, but it should have been constructed properly in the first place. I would have not closed on the house had I known the sidewalk would be left the way it is.
Your company proudly says that your core values are quality and service. You even have a guarantee against all defects and imperfections. Pouring a triangle concrete in the lawn would still be very imperfect.
This is a unique situation. You may be pushing back because you may think if you do it with me, you'll have to do it with everyone else. That's not true in this case. It is too far to add more cement and call that a fix.
I can only ask for your kindness and generosity. It would mean a lot to me if this was done. I understand what I am asking is no small thing. I would have thought that Hayden Homes would have acknowledged the problem and made every effort to fix it, instead of fighting me, trying to tell me that it isn't a problem.
Thanks for your time and consideration,[redacted]
We met with Mr.[redacted] yesterday (June 7th 2016) and spoke about the driveway approach. After some conversation and some different ideas, we came up with a resolution. Since the city will allow you to pour concrete half-way up the Angled Curb, you proposed we just pour to that point thus extending your driveway by 3 feet. We also spoke about issue with pouring to a point and recommended extending the driveway towards the curb 3 feet before we angled to the approach. Hayden Homes and Mr.[redacted] have agreed upon this resolution. Please see the attached email correspondence documenting Mr.[redacted]'s acceptance of this resolution.
This letter is in response to the above-mentioned complaint filed with the Revdex.com on 6/12/2017. We have reviewed the letter and the concerns of the [redacted]’s. The complaint involves a repair to the bathtubs for a scratch that likely occurred either during the installation, shipping...
process or the course of construction. Scratches do occur during the construction process and the project managers make a judgement call when these occur to either attempt this industry standard repair or replace the fixture if a repair is not reasonable. In this case the scratches were felt to be repairable at which point Detail Difference was brought in. This type of repair is used by all the homebuilders when a scratch comes up and is not isolated to Hayden Homes. The Repair does need time to cure properly and in this case, it is certainly possible, that the cleaners used, prior to turning a new home over, came in too close to when the repair was made. Hayden homes would like the opportunity to re-instigate the repair and allow proper curing time at this point. If this repair fails, we would most certainly address the replacement of the bathtubs on an individual basis. Our goal at Hayden Homes is to ensure the highest quality home for our customer and would like the opportunity to make this right with the [redacted]’s. Tell us why here...
Complaint: [redacted]I am rejecting this response because: arguing with Hayden Homes is pointless so an attorney will be hired to represent this issue and the court will decide the final outcome of this situation. This is why we have a legal system.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: Hayden Homes was too vague in their response to our complaints by not stating what we could expect to be done and in what time frame. In their response they stated they would "continue to work directly with the customer to address each of the items listed as a concern as applicable under the warranty". As of today, 5/20/2015, a representative from Hayden Homes has yet to contact us. As we stated in our original complaint the company has not returned any of our telephone calls and the last communication with a representative was on 2/5/2015. We would like this complaint resolved but due to the lack of communication and action from Hayden Homes we request a response that addresses each of our complaints before we can begin to consider this complaint resolved.Sincerely,[redacted]