Hour Homes Inc.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with Hour Homes response as it is just
words on paper. As I write this,
months after closing, some of the very first warranty items (some county code violations)
are still waiting to be repaired. You
need not read any additional sentence in this response, this says it all and
until the repairs are made I will not be satisfied.
They write in their response that they have “responded to
all complaints”, but I have lodged very few complaints with Hour Homes. I believe they were actually referring to my warranty
repair requests, which they have responded to, albeit infrequently. By “responding to”, they have sent an email
or two. They said in their letter that
they have responded to all warranty repairs “complaints” implying that they are
all complete or closed. That is blatantly
FALSE. There are still multiple outstanding
warranty items that are waiting on Hour Homes to repair and again, some being
county code violations. The fact they know
they are code violations and they have not allocated enough resources to fix them
speaks volumes to their statement “… and has always adhered to it’s
responsibility’s [sic] to the homeowners it has served.” This is a clear demonstration of the
integrity of this company
As to the Integrity of the company, in this letter they
clearly, and boldly lie to the Revdex.com. They state “And[sic] this is the first Revdex.com
complaint we have had to address”. On
the Revdex.com’s website you will clearly see that on 12/5/a complaint was filed
against Hour Homes for similar reasons as I have submitted mine. That complaint was closed because Hour Homes
failed to respond to the complaint. Hour
homes also made a statement when they said “This homeowner has in fact
never been satisfied with one aspect of any work done by Hour Homes and its[sic]
subcontractors to construct, and our[sic] responses and repairs that were done
when they were warranted.” This is
because I have been satisfied with Mark *** (of Hour Homes), *** ***, *** ***, ** *** and *** and *** from *** *** as they have done a good job when they came out to complete
warranty work. I have emails to Hour
Homes to prove this. These instances makes
at least the 8th time that I have experienced Hour Homes lie (or at
least make statements) which is also another representation of the
company. I can provide emails and drawings
of each time this has occurred if any party wishes to see proof
I would like to address two comments that really get to the
heart of this complaint. In two separate
sentences they used the word appease.
They claimed the more they did to appease me, the more I complained, and
that in this business (home building) there are some customers that cannot be
appeased, and to Hour Homes, I was one of them.
Merriam Webster defines Appease as: “to make (someone)
pleased or less angry by giving or saying something desired”. Here is the problem plain and simple: I CLEARLY, and REGULARLY communicated my
desires to Hour Homes; to receive the home that I paid for, and to have the
warranty repair items fixed in a timely manner.
I have over one hundred emails to Hour Homes that proves this. Is it any wonder why I am not happy when I
still have outstanding warranty items after months of repeatedly asking Hour
Homes to repair the warranty items that were identified at the closing
walk-through…? They WERE NOT appeasing
me, that is why I am more frustrated now than months ago.
If I ever got a response from Hour Homes it was because I
had to email ten times and make a few phone calls to get a response, again I
have emails to prove this. Whenever I
did get a response it was usually the construction foreman attempting to make a
joke out of my request… Yes, I have
emails of this also. Usually the Foreman
was emailing me to tell me no, and at times I had to go to the county, who gave
me the appropriate codes and diagrams so that I could go back and tell the
builder’s foreman that he was wrong, and that the repair would need to be made,
and yes I have email proof of this also.
When subcontractors came out, they might have fixed the problem, but
ALMOST EVERY TIME, they damaged something else and caused us to have to submit
another warranty item. Most of the
Subcontractors had to come to our home 3,4,or more times to fix the problem they
were assigned because they didn’t bring the right material or tools, or they
damaged something when the made the repair, or they simply forgot to come back
and complete the job, here are only a few examples:
-
We had a driveway advertised to us (it actually
sold us on the house) that was falsely represented. A few weeks before closing, Hour Homes said they could not deliver that driveway After much discussion, my wife and I developed a very specific driveway compromise and
agreed to still purchase the house if it was paved to those specifications. It was not paved per the specifications that we agreed to, and after numerous emails to Hour Homes clearly outlining how they
failed to deliver the driveway that I agreed to, they simply said no, they we
not going to do anything about the driveway being paved per their own design. This is a problem that I deal with every day and will have to deal
with however long I live in this house.-
We had huge patches all over my house for about
months after I moved in waiting for the drywall company to finish their repairs.-
The low voltage subcontractor had to come out at least times over a months period to correct the theater wiring location in the basement, despite having a detailed plan that I drafted for them... The whole time there were holes in my
basement walls and ceiling. We ended up having to finish it all ourselves because they simply could not get it right.-
We still have missing insulation in the wall of
our basement and that is a code violation.-
We had a large hole in my ceiling from a repair
for a broken floor joist for over two months.-
We had a basically inoperable window for about
months and it still barely operates, another code violation.-
WE had a porch that was improperly graded and
all of the water ran back towards the house causing a safety hazard all last
winter, and every time it rained. It was
not repaired for over months even though that was also a code violation.I have included a few pictures for reference but keep in mind that these are ONLY A
FEW, I also have email proof of these.
Hour Homes stated that it was trying to appease us… How can they say the treatment we received was
appeasement? What makes this so
frustrating is that at EVERY opportunity I gave explicit details to Hour Homes
about my desires and expectations. They
could have easily managed those expectations by reciprocating with communication,
or they could have carried out my desires as I described them. In most cases, Hour Homes chose to do
neither. All I have ever asked for is to
receive the house that I paid for, and for the warranty items to be fixed in a
timely manner. I am still waiting for
that simple request to be fulfilled
Regards,
*** *** *** ***

I have attempted four times to just documentation, with the last attempt being just the ratified sales contract. In total, there are documents associated with the contract and change orders. There are also numerous email exchanges as we have been in constant contact with Brookstone since signing the contract. As for deposits, I can send in copies of the cashed checks, as one was at the time of contract and the other was during the floor addendum. Please let me know what the limits are regarding size of files so I can send them electronically as fax is not a reliable option considering the amount of documentation.v/r*** ***

Response to Revdex.com pertaining to *** *** *** *** ** *** *** *** ** ***To Complaints Response from Hour Homes Hour Homes and its subcontractors vigorously denies the statements made by this homeowner are true. Hour Homes and its subcontractors has in fact responded to every
one of the complaints received from this homeowner. The homeowner has in fact never been satisfied with one aspect of any work done by Hour Homes and its subcontractors to construct, and our responses and repairs that were done when they were warranted. It seems that the more we do to appease him the more he complaintsHour Homes has constructed in the area of homes in Stafford County and has always adhered to its responsibility's to the homeowners it has servedAnd this is the first Revdex.com complaint we have had to addressUnfortunately there are some customers in this business that cannot be appeased and as far as Hour Homes is concerned this is one of them. Hour Homes

First of all let the Revdex.com be informed that this customer’s
home is still under the one year warranty period and therefore Brookstone Homes
vigorously disagrees with any complaints being filed until the period has
expiredThere are certain items such as settling of driveways and year areas
that
take this period to completely become obvious.In response to complaint.“The Builder left many “walk-thru” issues unresolved.#*** is a copy of the walk-thru list and its items and
all have been addressed and all but have been initialed off by homeowner
None of these are in his complaintIt clearly states a top of page in big
black bold letters that items such as scratched tubs, damaged floors etcare
not covered if not noted.The item’s not initialed off were done while the
homeowners wife was present and she refused to initial them off for fear her
husband would not agree.The one item marked as N/C (not covered) was noted because
the customer has insisted that the builder replaced all of his stone on front
of houseThe customer does not agree with the method used by Brookstore Homes
to install this type of dry stack stoneBrookstone homes did go back and repair
and or replace any stone the customer felt was defective expect to not agree to
replace the whole stone frontBrookstone homes has installed this dry stack
stone in this method on all of its homes and will not agree with the homeowner
that it is installed incorrectlyFurthermore the builder believes the customer
is unhappy with the choice he made when selecting this tone and is trying to
force the builder to replace it at our costHe has made statements that if it
were to be replaced he would like to pick a different stone to the
superintendent and the subcontractor who installed the stone and done his
repairs.Brookstone Homes will gladly revisit any item this customer
feels needs attention now and on his one year warranty list in June of but
we will not agree to replace his entire stone front on his home

This letter is in response to Mr. [redacted] complaints against my company. I vehemently deny all accusations and fake statements that Mr. [redacted] has brought to your attention. Mr. [redacted] is upset at us for other reasons not related to his inaccurate allegations. I will get into that later in...

my response. 1. Septic system issue that Mr. [redacted] states -"Brookstone refuses to fix issues related to the septic system". This is a laughable accusation. No home can go to closing nor receive an occupancy permit from the county, in the state of [redacted] without a septic system permit issued by the State of [redacted] Health Dept. We have received (prior to closing) and have given a copy of this permit to Mr. [redacted] in his closing documents and herewith attach a copy to this e mail for your review.2. Mr. [redacted] statement that they "are very deceitful and non-professional company and you get to witness that ... "and" it is a company that does not follow its own advertising contracts, or commitments to customers". All these statements are FALSE!!!!! We have built 1,500 homes in 21 different communities in [redacted] over the last 28 years!!! We have 1,499 happy homeowners as far as I am aware. That is not a bad ratio to have if you are dealing with any business!!! If Mr. [redacted] truly believes these statements he has made in his complaint to Revdex.com, feel sorry for him because lies and deceit will never pay off in the long run.3. Roof leak issue -my superintendent Kip D[redacted] did immediately look at this supposed roof leak. It was a minor defect in the pain on one ceiling and has nothing to do with a roof leak and wetold Mr. [redacted] this.4. Mr. [redacted] statement that" the construction team is rude ... the ownership they didn't even know what was in their own contracts, what their Revdex.com rating was..... Again I repeat... All these statements are FALSE!!!!! Mr. [redacted] is making up everything he states in this complaint. 5.Mr. [redacted] statement that" I want Brookstone to deliver, repair, and make this home what it is supposed to be, ... they need to live up to their end, stop lying, deceiving and cheating people and be held liable for this shady business practice" ... My response below under no. 5The facts are:1. Mr. [redacted] signed a contract to purchase a home (which was under construction i.e. a spec. home), and it was fully ratified by our company. We started working on all of the changes that were required by Mr. [redacted] over a 4 week period. The Mr. [redacted] sent us a full list of more items he wanted to be done including making the home "handicap compliant". This request was denied. Once we are under construction of a home, no major changes are allowed and Mr. [redacted] signed a statement agreeing to this.2. Approx. one month prior to closing Mr. [redacted] told us he was switching loan companies. This request was also denied. The terms of our agreement state specifically that no changes to lender or any other part of the contract can be changed without written approval by BOTH parties to the contract. We do not allow switching of lenders that close to closing as it creates problems and delays with the closing.3. Mr. [redacted] is making false accusations - slanderous accusations about my company which I am looking into with my counsel. It is not fair that someone can just make up things about a company or person and spread these false narratives to good organizations like Revdex.com.4. We are actively completing punch out lists in Mr. [redacted] home which were created prior to closing. This is the only commitment we have to Mr. [redacted], all others he puts in his complaint to you are, again false and slanderous subjective statements.5. Mr. [redacted] went to closing {thus we delivered his home on time); he and his wife signed closing documents, punch out lists and had extensive walk through on the home prior to closing. At closing, hey also tendered all of their down payment and closing costs (as required by their lender) as legal consideration for their purchase. If Mr. [redacted] was not happy about what he contracted for, why would he have signed all the documents freely and tendered final payment on this home?In addition, Mr. [redacted] has a one year warranty on his home. He has lived there less than two months. How can he state that we have not repaired the home properly? We have sent subcontractors into his home as well as our own warranty man Jacob I[redacted] as well as our superintendent Kip D[redacted]. And we will continue to cooperate with Mr. [redacted] in completing covered warranty items over the remainder of his warranty period (approx. 10 months left). We have lived up to our end of the deal, we do not lie to customers, we do not deceive and cheat people and we are not shady in our dealings and overall business practices. I repeat what I have said above, we are the largest independent builder in THE HISTORY OF [redacted] CO., repeat the HISTORY OF [redacted] COUNTY, successfully completing 21 communities, 1,500 homes and all over a 28 year period. We could not have successfully completed all of the above if Mr. [redacted] statements are true. We treat all of our homeowners with respect, cooperation, and professional service, but we will not give more than we have been legally contracted to do and we do follow the letter of the contract that we have signed with them. Sincerely,Emma L[redacted]Office Manager[redacted]Please open the attached document.

We are sorry for the confusion. After speaking to the superintendent, Kip D[redacted], we were informed he noted the incorrect closing date on this home,  and thoughtthe request to replace the attic stairs occurred after the 1 year warranty. We recently received notice from the homeowner...

stating again the attic stairs still needed replacing and Kip again reviewed the documents, found his error and replaced the stairs on 5/23/17. Sincerely,Emma l[redacted]Office Manager[redacted]

A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]Revdex.com:In reference to complaint ID [redacted], Brookstone replaced my attic stairs on 5/23/2017.  Painting and caulking the attic stairs trim is all that needs to be completed.  I have been notified by Brookstone that I am on their schedule for this to be done. I find that this complaint has been completed satisfactory.  I appreciate the help of the Revdex.com.  Thank you.Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have attached my response and supporting documentation.  I have also had some very interesting conversations with residents in [redacted] and it seems the majority of folks in the neighborhood are not happy and have several issues with Brookstone throughout the time of the [redacted] development.  This apparently was evident during [redacted] meetings and also on the community's [redacted] page.  Obviously, Mr. S[redacted] has a much higher opinion of his company than his customers do.  The following text is included in the attachment along with several supporting documents, floor plans, and emails regarding our experience and to validate our complaints:"It is obvious that Mr. S[redacted] does not have a good pulse
on what his company is doing or their reputation.  His response is a clear indication of how he
treats his customers, as well as his professionalism regarding a respectful
response to a BB complaint regarding his company.  Let me address his remarks per each item:
1. We elected and ratified an amendment to finish the
basement bedroom.  At no point was that
room discussed as anything other than a bedroom.  This discussion occurred over several months
with the Brookstone sales rep from Aug until Dec.  At no point was it mentioned that it was a 4-bedroom
house and therefore the septic system was rated for 4-bedrooms.  There is no document in the closing documents
or in any other material that Brookstone supplied that even states this.  We did not even find out until I had the
system inspected as part of starting a maintenance contract for the septic
system.   The Brookstone sales rep was
very aware of the fact we were doing a home with 5 bedrooms.  I again state there was deception.  As a matter of fact, when this issue came to
light, the Brookstone sales rep stated in a response, “All of our homes in [redacted] have four
bedroom systems”.
2. My statement is very accurate.  It’s very obvious Mr. S[redacted] is not aware
of how many “happy” customers Brookstone has because we are not the first to
file a compliant with the Revdex.com regarding Brookstone.  It’s weird how they used similar language to
address another complaint by “vehemently denying all accusations”.  If their customers are so happy then you
would think that Brookstone would have more than a “B+” as their Revdex.com
rating.  Before Mr. S[redacted] starts
implying that I have nothing but lies and deceits maybe he should understand he
is talking to a decorated, disabled [redacted].  Through all of the problems we have had, we
have not talked to or directly met with Mr. S[redacted] even when I directly
requested the second of November.  Not
exactly the reputation of someone who holds his company in such high regard.  Let’s talk about the contract and associated
documents.  In the contract, it states
the process for requesting to use your own lender and in the contract it states
that you only get the lender’s credit if you use the preferred lender.  No brainer. 
However, when we requested to use a lender of our choosing, we were told
we would not receive the seller’s credit either.  Nowhere does it state that in the contract or
on any of their documents.  Instead I was
told, “our
company policy is that the seller only pays $[redacted] with use of preferred lender and title
company.”  In another neighborhood ran by
Brookstone called [redacted], they actually put in their contracts and
spec sheets that you only receive the seller’s credit by using the preferred
lender.  [redacted] does not do that;
therefore, I find that false advertising and just another item of deception.
3. The roof leak concern was not inspected by Mr. D[redacted],
and was looked at by the assistant superintendent Jacob I[redacted].  It wasn’t immediately inspected either.  I sent pictures the evening of Jan 26th
(7:13 PM) in an email to Brookstone. 
Obviously the pictures were cause for concern because Mr. D[redacted] sent an
email to Mr. I[redacted] at 8:06 AM the morning of the Jan 27th.  Mr. I[redacted] made contact at 7:15 AM.  My wife and I had already left for work in
the [redacted]. area so there was no way to come home Monday afternoon since we
carpool from [redacted].  The second floor
ceiling was looked at the morning of 31 Jan. 
I was not told it was a minor paint defect either.  Mr. I[redacted] explained that the ceiling was not
framed correctly to the inlay we had contracted for and was causing excessive
warping in the drywall along with the painting not being done correctly.  The painting/drywall was not done correctly
throughout the home as many seams are visible in the ceilings and walls.
4.  The construction
team is rude, more specifically the Superintendent Mr. D[redacted].  He has gotten defensive and irritated with
several items we have pointed out with the home to include the contracted
security system pre-wire, a deadbolt on the mud room door, a window not being
completed as specified in the so-called spec sheet and the list goes on. Most
recently, he was rude in response to a request to have workers show on
scheduled days. I have emails and text messages for these days and when
personnel were late or did not show.  It
is correct that the ownership is not aware of what is in their contracts, and I
will address that with supposed “Fact #2”. 
I have proof and pictures of everything and will be happy to provide
supporting documentation to Mr. S[redacted]’s counsel if he so wishes.  Like I said, Mr. S[redacted] has never even
talked to us in person or visited this home to verify any of our complaints.
5. I attest to it being true that Brookstone needs to stop
being dishonest as so far as not one of Mr. S[redacted]’s responses are 100%
accurate or true.   He has not taken the
time to properly research the situation and is just denying claims no
differently than claims were denied regarding a similar complaint filed against
Brookstone in October 2015 and March 2016.
Supposed Fact #1:
It is correct in that we bought a home that was already in
progress.  The foundation was already in
place when we signed our contract in August 2016.  It is also correct that it was ratified to
include all of the addendums, which includes Addendum 1 and has the line
“Finish Basement Bedroom/Den with closet $[redacted]”.  The floor plans we marked up for low-voltage
wiring and flooring also state “Opt Bedroom” for that specific room, and our
spec sheet for the flooring refers to that same room as “LL Bedroom”.  How are we, as the customer, supposed to
think we are getting anything other than a 5th bedroom in the
basement?   We also did not get the 3 ft
tall windows in the basement per the spec sheet that was posted on their
website before we signed the contract, and included with our ratified sales
contract.  We were told the grade wasn’t
good enough to do the 3 ft tall window in the basement bedroom.  Why couldn’t a larger window well be put in
to accommodate?  I have heard the “spec
home” excuse with the septic system not being appropriate for 5-bedrooms, the
basement bedroom window, and the master bedroom closets that were not built
according to either of their two floor plans. 
In addition, Brookstone nor Mr. S[redacted] denied my request of making
the home handicap compliant as he states. 
First, I was going to use my [redacted]) Grant
through the [redacted] (**). 
My home was contracted for a [redacted].  Mr. S[redacted] does not possess the authority
to deny that nor did I sign a statement other than the one with our sales
contract in which it was discussed at the time of signing.  Keep in mind numerous major changes were made
to the house regarding the basement and its structural layout as well as the
master bedroom bathroom.  With that in
mind, Mr. S[redacted]’s claim is not valid. 
I declined with the ** to pursue the [redacted] because the Brookstone sales
rep stated, over the phone that it could push the closing out by several
months. We had just relocated to [redacted] from [redacted] because my wife had
military orders to relocate, so we did want to entertain pushing out the
closing any further because we had most of our belongings in military storage.
Supposed fact #2:Yes , I contacted the Brookstone sales rep on 9 November, and
had requested to use a lender of our choosing, as it states in the sales
contract.  My exact verbiage was, “We would
like to request to use a lender of our choosing. The circumstances regarding the
loan rate and lender credit are baffling. I have spoken to another lender we
have used in the past and not only can they match the [redacted]%, they can also
offer a decent credit on the loan.”  The
reason why my request was so late in the process was because Brookstone’s
preferred lender did not even contact us to lock the rate and lender credit
until 3 November. The preferred lender did not even start collecting documents
for the loan processing until 15 November so I am not sure how the closing
timeline was in jeopardy because alternate lender was at the same point as
Brookstones the 8th of November, and that was with a loan
pre-approval.
Supposed Fact #3:
Obviously, I have pointed that every accusation I have made
thus far is true an accurate.  I welcome
Mr. S[redacted] to get his “counsel” involved and make every attempt to try to do
something about my supposed “false accusations – slanderous accusations”.  The Revdex.com complaints already filed against
Brookstone show a pattern.  For example,
we requested the optional bath for the master bedroom with the large shower and
no tub, and inclusive with that is a modified closet configuration for the
master closets.  Our closet configuration
is neither the standard nor the optional setup but some dysfunctional
combination of the two.  For example, the
standard master bath configuration has the sequence: closet, closet, linen
closet, toilet, and then the rest of the bath. 
The optional runs: closet, linen closet, closet, and then bath where the
toilet is locate in the back of the bath. 
We have the latter of the two but our closets our 7‘ 1“ wide (in both
closets) vice the stipulated 6’ 1.5” and 9’ 2.5” wide.  The shelving doesn’t cone close to wrapping
around the second closet as advertised and the door-frame was done in such a way
where it is short than the shelving depth. 
When I questioned this, I was told all of the different following items:
            “The
addendum is worded as it is worded on the master bath and it was approved and
signed. The word "layout" is not included anywhere on it. We took the
area out from where toilet was at first and added it to the master bath to accommodate
the change. To come in now and tear all this out now to give you 2 more foot of
shelve space is ridiculous.”
 And:
            “Yes if addendum would have read install second
floor Optional Mater Bath layout we would have done the closets but we just
done what the addendum stated Mr. [redacted]. That's probably why there was no
charge also.”
And:
            “Mr. [redacted], We have figured out why the closets were
framed the way they were. This house was well into framing on 9-9-16 when you
signed this addendum and it stated for me to change the master tub only. It did
not state at all to make any changes to the closets.”
Addressing the “layout”
response, the closets change per the Brookstone’s floor plan, but they failed
to read the floor just like they forgot to install the seat in the shower as
diagramed.  The width in optional master
bath is supposed to 15’ 6’ and in the standard is 16’ 6.5” so adding the area
to the bath where the toilet was relocated from is a poor excuse in not reading
the plans correctly.   The change should
not have been ratified if the optional bath couldn’t be added.  For the second response, that is just poor
construction management considering they only have two floor plans for the
master bath, and they just choose to do whatever was cheapest.  There was no charge fro changing to the large
master shower configuration per their sales rep and that is why we chose
it.  For the initial response, that is a
ridiculous excuse as the large shower incorporates the change on relocating the
toilet and moving the linen closet to in-between the wardrobe closets.  They did all that but are trying to tell me
that it only read to change the shower?
Supposed Fact #4:
Once again, not one single remark I have made is false or
slanderous.  I have the proof via emails,
text messages, pictures, and documentation. If Mr. S[redacted] wants to keep
implying that my integrity is questionable then I guess it’s the norm for this
business to insult their customers.  This [redacted] and his [redacted] spouse are ready to back-up our
statements.
Supposed Fact #5:
Yeah, wrong again.  The
sales contract states the settlement date was supposed to be 15 December
2016.  It was pushed back to 22 December
and we would not have known, but our real estate agent contacted the Brookstone
sales rep about delays in the granite slabs and making sure we would close on
time.  The 22 Dec date was first
mentioned on 31 October.  Then our real
estate agent was able to negotiate it to 21 Dec.  So, no, the home was not delivered on
time.  We didn’t even have our initial
walk-through until 15 Dec, and it was exciting to see that Brookstone
completely forgot to construct a closet in one of the secondary bedrooms.  No we did not have an extensive walk-through
prior to closing.  We had one initial
walk-through on 15 Dec and a final walk-through one hour before the
closing/settlement appointment.  We
couldn’t walk around the exterior of the home because it was so muddy and no
sod/seed/straw had been put down my initial walk-through.  Once again, Mr. S[redacted] is ignorant of the
situation.  We “tendered” no final
payment, as none was due.  Yes, we signed
because we placed trust at the time of signing that we were receiving what we
had contracted for.  No documentation exists
in the closing documents that state the home is a 4-bedroom home nor addresses
the septic system that Mr. S[redacted] provided in his response.  We closed because we were holding up end of
the agreement, and we had expected Brookstone to do the same.
I am addressing the items that Brookstone has refused to
correct, as well as mentioning a fraction of the items that need corrected
during the warranty timeframe.  One would
not expect to have all of these issues when purchasing a $[redacted]k+ home.   For example, sheet metal screws were put
into the HVAC unit where the filter track is located.  Brookstone was aware as they were shoving
wrong-sized filters into to get them to fit. 
The HVAC business that installed the heater stated the duct installers
cut the ducting wrong and that is why the filter access door was cut off and
they just put in sheet metal screws to hold it on.  Not what you expect from a company who’s
Owner/President is so boastful on their supposed quality.  They still have a long way to go during the
warranty.  They just received a
replacement flight of stairs that were installed out of slope significantly
enough to be cited for code violation by [redacted] County.  I have not stated they have not repaired the
house per the home warranty.  I am
pointing out items that should have never been an issue and the issues they are
refusing to correct.  Maybe if Mr.
S[redacted] wasn’t so busy with calling me a liar and actually read my complaint
and did some investigating, he would probably be more accurate in his
response.  Anyone that responds to a
complaint to his company regarding items of this magnitude by stating they are
“laughable” just shows his character.  My
wife, my children, and I are not laughing as this is supposed to be our home
and a lot of these issues we are experiencing are ridiculous.  This is our fourth new construction home, so
we are well-versed in what’s expected and what is just careless.
With all of this said, is it too much to be treated with
respect, honesty, cooperation, and professionalism? 
I
have included attachments: Brookstone’s floor plans of the master bath optional
and standard configurations with the closets included; documentation
referencing the basement room in question as a bedroom, opt bedroom, and LL
bedroom; the spec sheet claiming 3 ft tall windows; the document stating the
settlement date; and floor plans from Brookstone’s web page showing “Opt
Bedroom” for the basement.   Regards,
[redacted]