Ingram Roofing, Inc.

Some items have been completed, and we will visit the home next week to discuss next steps! Thanks for your patience through this process

We are currently responding to this complaint, and have recently spoken with this customer, so his statement about no one returning his calls or emails is falseMany of the requests made are unreasonable, and not covered under the warrantythis homeowner wrote down items on their pre-close
checklistI do not know of any homes that are delivered anywhere, or by any builder, in perfect conditionthat is why there is a warranty periodwe still have an 11-month warranty check coming up, so we are not even beyond the time we promised to fix the few items that are warrantableThis claim is frivolous on its face for this reason, and unduly damaging to our reputation. Tell us why here

Our Construction Manager will be stopping out at the home next week to revisit any remaining warranty work and get it completedWe do apologize for the delay

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that
this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have had several visits to my house over the past few months by no less than WRH personnelEach time they have promised to fix the issues but never do This response follows the same pattern where promises are made but never kept WRH has a list of the outstanding issuesThey just need to step up and fix them rather than wasting my timeI've had to take time off work just to go through the items with them again and again.An acceptable response would be to give me a set date when ALL the issues would be fixedFailure to do so should come with penalties!
Regards,
*** ***

We have visited the client. All items that were under warranty have been completed. Outstanding items do not fall under the terms of William Ryan Homes Warranty

Attached is the addendum that was executed by both parties in regards to the resolution that was agreed to between the customer and our VP of Operations. As you can see,...

this was agreed to after the initial complaint. Our VP of Ops spoke to Mr [redacted], and in that conversation Mr [redacted] was fully aware of the fact that we've lost our place in excavation and foundation due to the complaint here, and communicated to us that he didn't care how long his home took as long as we were in communication with them in regards to what was going on, which is also what led to this addendum being agreed to. On October 26th is when there was conversation with the customer in regards to starting their home and scheduling their pre-con, to which the customer replied asking for a weekend appointment, that our Division Admin was still trying to coordinate.

Dear Sirs,We remain in contact with this client and are working to resolve these open items and all open warranty claims.  We look to resolve this in a timely fashion.Thanks,[redacted]William Ryan Homes

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

We do apologize for the delays while we worked through some staffing issues, however our Construction manager has been in touch with the [redacted]'s and is actively working through their list of warranty concerns to get all items resolved as quickly as possible!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We shouldn't  drag this any further. We reviewed the list of items which needs to be fixed, please provide the completion date and post  it on this forum.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have been patient and appreciate William Ryan's attempt to fix the issues.  However, without a finite timeline to complete our items and the assurance they will be completed to our satisfaction, we cannot accept the response.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I would like to point out that my complaint was submitted on the morning of Monday March 13th and did not receive the email from WR until the afternoon on Monday March 13. There must be a delay With the Revdex.com from the time they get the complaint to the time they send it to the business. Had I received that email from WR earlier I would not have submitted a complaint to Revdex.com, but in that 3 weeks after the walk through I did not get a phone call or email to inform me that they were in the process of scheduling work to be done even though I sent emails inquiring when we would be notified.

There is nothing further that William Ryan Homes has to comment on, other than we're working on it as the customer has even acknowledged.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.When the complaint was first made 2/6/17, William Ryan assured that they will take care with the targeted closing adjusted from 04/30 to the date of mid Jun. This is highlighted below. "I had a complaint filed a week ago, after that, the business at-last stated digging to start construction after 4 months. Though they have not given anything in written, they indicated verbally that they will complete the house to meet the closing date by mid-June 2017. They are requesting me to hide the complaint so that it is not risking future sales."Then the came up with another date and gave 6/30 as a closing and kept on extending and the date slippage is affecting the rate-lock, lease and other financial planning downstream. Whenever the site is visited there is no active work that is happening and we have no got and option to connect with their project manager who is handling the home construction. There is mismanagement going on throughout with multiples homes not meeting to William Ryan home's commitments. Please find the conversation chain in attached email conv. [redacted]'s explanation calling it a frustration is not the reason.   
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Hello [redacted],Please find below the communication from William Ryan today and my response to them.Thanks,[redacted]---------- Forwarded message ----------From: [redacted]Date: Tue, Mar 6, 2018 at 9:58 AMSubject: Re: WindowTo: [redacted]...

[redacted]Hello [redacted], Tues - Fri - after 3 PMWed - Fri - between 9:30 - 2pm or after 3Thu - after 1 pmPlease confirm the time.Thanks,[redacted]On Tue, Mar 6, 2018 at 9:27 AM, [redacted]> wrote:Hey [redacted],I apologize I didn't get contact you right away but this weekend I was inaccessible. I got a call last week Thursday that the glass for your window arrived. What availability do you have this week for me to install it? I will need to coordinate with the window rep but he can usually accommodate if you give me a few choices.Thanks,[redacted]
Sent from my iPad

At no point was the end of June ever promised or committed to in any conversations with the customer. We can make no such promises until the home is 21 days away from completion. This was explained to the customer and is always what has been communicated. This is also clearly called out in the agreement signed off on by the customer. Work has been and will continue to progress, and we will continue to keep the customer informed.

im sorry but to say you can not change the past is unacceptable. that is what...

business is. Having to make up for past issues. There are a few things that are starting to get done however I do not have a final date set, and the last "last possible date done by date" has been passed for quite some time and nothing said about that or the warranty extension. I would like to request an outside inspector come in and give a final walk through of the mechanics of the home. We are not builders and every person in your company has given us a different answer on what is wrong and how to fix it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.A William Ryan representative has contacted us and has begun to address unresolved warranty issues.  We are awaiting promised follow-up on remaining items.
Regards,
[redacted]

There has been some management changes and it has led to longer than typical warranty timelines. Our new leadership is getting in touch with this customer and will address any legitimate warranty claims.

WRH is making every effort to catch up on warranty service.  However, frivolous claims will be treated as such, and we will not be damaged on websites like this for claims that are outside of the Warranty we provide.  Just an example, this customer has things on their list of unresolved...

obligations-  DEAD SOD AND PLANTS- MANY MANY TINY TRIM GAPS AROUND DOOR FRAMES AND WINDOWS-A CLOGGED AND "GURGLING" TUB DRAIN, ETC.  please refer to attached pages from our Warranty book that desrcibe the coverage of these just as an example.  I've high-lighted the examples that correspond to this customer.  This handbook is provided to every Homebuyer. As I said, we will make every effort to fix those issues that are covered, and I would be happy to further explain the policy to this homeowner in the case that they didn't understand originally.  But when a 70 item list of warranty items is generated, and a Revdex.com complaint ensues, we would certainly hope that most of the list is legitimate. That is certainly not the case here.