Houston Business Consulting, Inc.

Dear Sir,I am not sure why you are rejecting our response. We are trying to work with you to resolve the issues you are experiencing. After your meeting with *** last week, the two of you agreed to a schedule of repairs which starts today, 1/29/18. The plumbers will be at your home this morning to perform any necessary repairs.Thank You

To Whom It May Concern:
Bella Vista Homes has great respect for the military families that buy our homesWhether our homeowner is a military member or a civilian, Bella Vista strives to provide excellent customer service both before and after closingIt is Bella Vista’s position that it did
just that in this casePrior to closing, Bella Vista hires a third party company to inspect the plumbing drain lines in all of its homes to ensure the integrity of the plumbing system and to minimize the potential for stoppagesThe video of the Rupp home prior to closing showed no obstructionsOn April 1, 2016, Bella Vista responded to a complaint from the Rupps that their toilets had weak flush and that paper would not all flush awayUpon inspection, the toilets all flushed fine and it was explained that they are low flush toilets by designOn April 11, upon receipt of a second complaint, Bella Vista sent a plumbing company to the home to respond to a clogged toilet in the upstairs bath showerA camera inspection would not allow them to see beyond 19ft indicating a definite blockage in the pipesThe plumbing company marked the location of the stoppage and eventually had to cut the pipe to determine and clear the blockageAfter the pipe was cut, the cause of the blockage was unmistakenly “Kitty Litter.” Photos were taken of the debris removed and then the debris was disposed of in accordance with the lawNeither Bella Vista nor its contractors can be held responsible for debris of that nature that caused a blockage after the Rupps closed on their homeA blockage from Kitty Litter cannot be deemed a construction defectBella Vista immediately investigated the reported problem and took the necessary steps to determine the blockageHowever, the blockage or costs associated therewith are not covered by warranty and cannot in any way be attributed to Bella Vista or its contractors

Complaint: ***
I am rejecting this response because:i tried for months to stop by the model home and there was never a Bella vista representive there were only realtors not associated with Bella VistaAs far contacting the superintendent all documents were provided to him to include the first walk through prior to closing and the final walk through inspection in which not one of our first walk through issues were fixedIn addition none of the issues on my inspection report were addressed eitherIt is not my problem nor responsibility that the main office does not keep active records of the walk through inspections and outside inspection reportsThat is a the companies choice to allow the superintendent to be the sole record keeper with no checks and balancesAs far as contact information until December there was never any way available on their website to actually contact themThey have been in contact with me since December but numerous issues still remain to be resolved.
Regards,
*** ***

The model home in the community in which you live is open days a week and whether it is a realtor or a Bella Vista employee, there is no excuse why you weren’t able to express your concerns to them. They are on-site to help our existing homeowners in addition to helping prospective homeownersOur website, www.BellaVistaHomes.com has a link at the top of the page that says Customer Care. This is where existing homeowners submit warranty claims. There is also a link that says Contact Us. When you click on Contact Us, you can submit the information electronically or you can call the corporate office because the phone number is listed on the pageIt is in Bella Vista’s best interest to address concerns from our homeowners and I am sorry you feel differently. We always strive to provide the highest level of customer service to our current and future homeowners. All of our warranty claims that come in through our website are monitored every weekI am aware that our onsite Construction Manager and our Area Construction Manager have been in contact with you and some of the repairs have been completed already. They have informed me that the only day you are available is on Mondays and they are committed to completing all the items on your list to your satisfactionI am happy to discuss this with you so please feel free to call me at *** or email me at ***
*** *** *** ***

*** *** was contacted by phone on 1/18/by Bella Vistas Area Construction Manager and it was explained that the home was well out of the warranty period for this particular problem but he would contact *** Plumbing, that did the initial installation, to see if there was a chance that the
PRV that was installed might be defective. *** Plumbing researched this and determined without a doubt that the PRV that was installed was not defective*** Plumbing called *** *** on 1/19/to give here their findings. *** then contacted the Area Construction Manager at Bella Vista Homes informing him of their conversation with *** ***. For this reason, Bella Vista Homes is not responsible for reimbursement. The information below is the response from the representative of *** Plumbing: "When speaking with her today, she admitted that she called a service company mid week because it was late and she was in a panicShe didn't call *** until over the weekend to ask about the PRV situation AFTER she had already had a service company install a new PRVThe PRVs elsewhere in the subdivision didn't "coincidentally" just failThere was an underlying factor to itSAWS did a pressure hike and this was about months agoHer warranty expired in August of and her PRV allegedly failed this weekShe is well outside of her warranty periodThat, in combination with her having a service company replace the PRV, is what lead to my decision to tell her that we would not be responsible for reimbursement."

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.
I am unable to respond on your website; therefore, I am sending this email.  The repairs were completed on Tuesday and I am satisfied with the repairs.  I informed the point of contact, [redacted], of this yesterday.  I have CC’d him on this email for his record.  ThanksRegards,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I spoke with [redacted] who represents Bella Vista Homes and he states there is basically nothing they can do to remedy the situation.  It is my belief that I have been sold a faulty/defected product; therefore, I will explore possible legal remedies as well as speak with the Joint Base San Antonio JAGs office requesting they send a strong warning to military personnel who may be considering purchasing a home from Bella Vista, especially in the San Antonio area.  A 2 year old home in need of what appears to be major plumbing repairs inside the walls is simply unreasonable.  Thanks
Regards,
[redacted]

Ms. [redacted]I have reviewed your complaint and have discussed the situation with our Area Construction Manager, [redacted] and our onsite Construction Manager, [redacted].  I have also reviewed all email communication and pictures of your driveway taken by [redacted].I want to start off by saying that all...

Bella Vista homeowners receive a 10 year limited warranty through Home of Texas that warrants the structure of the home including the foundation and the framing structure.  The foundation is designed by an engineer based on the soil conditions where the foundation is built.  Driveways, sidewalks and entry walks are not part of the foundation and not engineered. Driveways, sidewalks and entry walks are built per industry standards and municipality requirements.  I can assure you that your driveway was built to standard and it was inspected and passed by an inspector for the City of [redacted]The separation between the concrete sections of your driveway is likely a result of expansion and contraction of the soil below your driveway.  The amount of rain and the lack of rain our region experiences will determine how much expansion/contraction occurs.  Your driveway is functioning as intended, however separation has occurred.  The warranty period for concrete driveways, sidewalks and patios is 1 year from the closing date.  You closed on your home on June 19, 2013 and your request for repair was received by our office on March 25, 2015.[redacted] forwarded me the email he sent to you on April 8, 2015 stating that “the driveway separation is not covered under the warranty” and he even offered to put you in contact with a contractor to provide you a bid for repair.Based on the information I reviewed and the date we received your request for repair, your driveway is not covered under Bella Vista Homes warranty. Sincerely, [redacted]
[redacted]

Mr. [redacted],I received your Revdex.com complaint and have reviewed the 3 warranty letters you have submitted since you closed on your home on 2/13/15.  All items have been fixed to your satisfaction except for the driveway.  All Bella Vista homeowners receive a 10 year limited warranty through...

Home of Texas with the purchase of a Bella Vista home.  The reason why your driveway has not been addressed to your satisfaction is because driveways and sidewalks are not considered warrantable items per the Home of Texas warranty book you received when you closed on your home in February 2015.  However, in an effort to help you work through this, I have instructed my Area Construction Manager to find a coating solution that will solve the erosion issue at no cost to you.  I want to be clear that we will not be replacing your driveway.  Our field managers will contact you and schedule a day to get this done within the next few weeks. Sincerely,[redacted]

Mr. and Mrs. [redacted],When I received your concerns through the Revdex.com on 7/14/15, I was aware of the situation going on at the house we were building for you and your family, but I was not aware of the severity of the issue.  As the three of us discussed over the phone on 7/15/15, I explained to...

you that the amount of ground water that was coming up into the area where the driveway was going to be poured was not normal.  We have experienced ground water issues in the past, but we had not experienced a continual flow of water like we experienced at your house.  You are correct in saying that we were aware of it in March, but based on our past experiences, it would normally dry out after we pumped the water out.  In the situation with your house, we pumped the water out 7-8 times prior to your Revdex.com claim and it continued to resurface.  We had a [redacted] inspector, [redacted] inspector and [redacted] Plumbing area manager come out to analyze the situation.  We even had a geotechnical engineer analyze the situation.  They all concluded independently that the water was coming from the ground due to the near record rainfall we had in the spring of 2015, exceeding 20” of rain in 3 months.So, in order to fix the issue, we used the recommendation from the geotechnical engineer.  We pumped the water out and placed cement into the hole.  As the water wicked into the cement, the cement cured and created a concrete barrier.  Water is going to travel in the path of least resistance.  The concrete barrier forced the water to continue traveling underground as ground water normally does.  We then filled the hole with A2 base material which was compacted.  This base material is porous and has a low Plasticity Index and is designed for water to pass through it without expanding.  After the base was compacted, the form boards for the driveway were installed and the steel mesh and dowel rods were installed.  We used a heavier steel mesh in your driveway and we drilled steel dowel rods into the curb.  We did this as a precaution so the driveway and curb will bond as one.  The [redacted] County inspector inspected the driveway and gave us a clear to pour.  The driveway was poured on 7/16/15 and I notified both of you via text with a picture of the finished driveway.  We added top soil to your yard on 7/17/15 and installed your landscaping package on 7/20/15.  I texted both of you a picture of your finished house, showing your driveway and landscaping.We feel very confident that the ground water situation will not be an issue in the future.[redacted] informed me that you have had 2 walk through orientations with [redacted] and have signed off that you are pleased with the quality of yourhouse.  You are scheduled to close on your home today 7/23/15 at 4pm.I apologize that you had to go through these challenges during what is supposed to be a fun and exciting time for you and your family.  I wish you much happiness in your new homeand if you need anything, please let us know.Sincerely, [redacted]Division PresidentBella Vista Homes   [redacted]

Mr.[redacted],I received your Revdex.com complaint and did some
investigation.  I confirmed that you
closed on your home on 2/14/14.  The Home
of Texas warranty information you received from the title company on the day
you closed stated that your home comes with a 1 year limited warranty. ...

The 1 year limited warranty covers the tile
situation like you are stating in your complaint. However, you submitted your warranty
request approximately 7 months after your warranty expired.  Bella Vista’s field personnel did state that
they are doing you a courtesy because you are 7 months outside of your
warranty.I received an update today from our
Construction personnel.  They stated that
after further investigation by the flooring company that did the original
installation and the conversation they had with you today (10/19/15), the
flooring company has agreed to replace approximately 30 tiles.The repair/replacement of the tile will be
coordinated through the flooring company.If you have any questions, please contact me via email at [redacted] Best Regards,[redacted]

Dear Sir, You closed on your home on August 17, 2015.  Bella Vista Homes provides a 2/10 year limited warranty for all home buyers that purchase the homes we build.  We also track all warranty requests submitted through our Customer Care portal on our website and we have not received a...

single warranty request from you.   With that being said, we will contact you to set up a meeting at your home to discuss your concerns.   Sincerely, Bella Vista Homes

After reviewing the Revdex.com complaint from [redacted], we did some investigation and discovered that [redacted] was trying to reach Bella Vista Homes by calling the cell phone number of an employee that resigned from Bella Vista Homes on October 23, 2015.  Therefore, Bella Vista was not aware...

there was an issue.  Bella Vista has a model home in the community that is open 7 days a week, staffed every day with a Bella Vista representative and [redacted] could have spoken to someone face to face to express his concerns. Our Area Construction Manager communicated via email with [redacted] on December 24, 2015 and the following week, [redacted] confirmed an appointment to meet with one of Bella Vistas field superintendents on January 14, 2016.  The field superintendent inadvertently missed the appointment without notifying [redacted] was contacted via phone on 1/19/16 and the meeting between Bella Vista and [redacted] took place on 1/21/16.  The items on [redacted]’s inspection list will be addressed and corrected if the items fall within the limited warranty provided by Bella Vista Homes.

Ms. [redacted],I investigated the situation you stated in
your complaint.  I was told by Heath that
you and he spoke over the phone on 10/14/15 and you instructed him to remove the wooden
step from the back patio.  Therefore, the
step has/will be removed as you instructed and left as is...

with no step.Please confirm this is accurate by emailing me at [email protected] Regards,[redacted]