Although we can appreciate the homeowners position, we are not in agreement with said position and feel the proposal in our initial response is fair and reasonable. Our position remains the same as detailed in "Our summary of the complaint" located in the second paragraph of our initial response. However, with that said, we are willing to accommodate the homeowners request and increase the extended warranty period from 2 years to 5 years after we have fully investigated the issue to ensure the affected area has more than enough insulation and sealant to prevent future problems. In addition, we will increase the reimbursement from $ [redacted] to $ [redacted] but that is the extent of our willingness to provide reimbursement for expenses associated with a third party contractor that made the same repair twice with no actual documentation or evidence of what caused the pipes to freeze in two consecutive winters after more than four years with no problems.
Inverness Homes is very concerned and committed to resolving this matter for our valued customer We do provide a year mechanical-plumbing warranty with every new Inverness Home When we were notified of the issue, our Service Supervisor responded and scheduled a service inspection There was a misunderstanding from the text message sent that was incorrectly interpreted Once the message was discussed verbally with the customer, all parties agreed on our proposed plan of action We have subsequently made our inspection and are in the process of repairing the defect We are confident our customer is completely satisfied with our service at this time
We understand the buyers frustration resulting from the process after it was determined the buyer was unable to obtain loan approval to purchase a new home until selling his existing homeBased on this and the communications in the complaint it's important to provide additional details of what transpired.Both parties executed (signed) a Purchase Agreement dated February 20, This agreement was written as Not Contingent on the buyer selling his existing home which required the buyer to qualify for both mortgagesAt that time the buyer was of the opinion he would qualify for both homesAfter Inverness received notification that the buyer was unable to purchase the new home without selling and closing on his existing home, the Inverness Sales Counselor contacted the buyer to disccuss the situationThe Inverness Sales Counselor communicated that the Purchase Agreement could be converted to a Contingent upon the selling and closing of his existing home agreementHowever, the buyer communicated that this would not work for him due to his desire not to move twiceBased on this, the Sales Counselor discussed the possibility of doing a Contingent Start which Inverness would begin construction of the home and the buyer would risk all deposit money in the event he was unable to provide a non contingent loan commitment by the time the home reached drywallA revised agreement was submitted requesting Inverness agree to start the home with the buyers deposit of $9,at risk.The revised Purchase Agreement was reviewed by the Inverness President who determined it did not meet the company's acceptable financial risk guidelinesIt was communicate to the buyer by the Inverness Sales Counselor that a minimum deposit of $20,would be required in order to start construction on the home prior to the buyer selling and closing on his existing home.The Inverness Purchase Agreement clearly communicates on page two that "This Agreement will be effective when signed by You and accepted by UsThe acknowledgement of the Sales Consultant does not constitute acceptance." This statement is immediately above the buyers signature lineThe revised contract was never signed/accepted by the Inverness President as required per the "Accepted By: SELLER: INVERNESS GROUP INCORPOATED signature line immediately below the buyers signatureTherefore, there was no agreement or commitment by Inverness to accept the revised Purchase Agreement dated April 10, 2016.In summary, the original Purchase Agreement dated February 20, is terminated due to the buyers inability to qualify for both mortgagesThe revised Purchase Agreement dated April 10,was not acceptable to Inverness as written.The buyer has the following options:Sign a cancellation agreement and receive a full refund of depositRewrite the agreement to increase the deposit to $20,000Change the Purchase Agreement to Contingent upon selling and closing their existing homeWe apologize for any confusion created during the process but hope you understand that any agreement by two parties must be beneficial and acceptable to both
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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, if Inverness follows up on its proposed resolution of reimbursing us for our loss.Next timeit would be better if the execs at Inverness would respond without the need for prompting by the Revdex.com Regards, [redacted] ***
As communicated Inverness Homes remains committed to completing the repairs to your satisfactionAt this time we believe there are items unresolved: Siding paint to touch up is not complete due to paint not being received from the siding manufacturerWe have been told it will be received at the beginning of next weekThe trim repair was completed but the workmanship wasn't acceptable so that is being rescheduled for the end of next weekWe fully intend to have both items completed by the end of next weekOur Service Representative will contact you next week to confirm the repair date and give you the opportunity to be present to ensure your satisfaction
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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]
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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.It was mandated by Inverness for us to use *** *** *** as installer with no other optionsAlso, I sent multiple floor plans to *** *** *** and Inverness noting tiles, patterns , and grout colors however per the Northern Tile Council of America Certified Inspector, the problem is not the tile but the shower waterproofing causing it to leak through our chandelier below. The shower was installed incorrectly and should have been monitored by our builder we were paying to over see the building process as a whole
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We are in agreement with the homeowner's comment that "it has not been determined if Inverness is going to do something to keep the water out of my yard." As agreed to by both parties, Inverness had an engineer survey the property to determine the grade elevations and provide a report documenting the findings with a recommendation to address the water drainage off the lotWe are not in a position to respond with specific details for the course of action until we receive the report from the engineer. We expect to receive the report no later than the end of next weekAs communicated in our response on July 3rd, Inverness will forward a copy of the report upon receipt and the Inverness Construction Manager will schedule a meeting with the homeowner to review the report and establish a plan for implementing the recommendation
As summarized previously, Inverness Homes has reviewed the floor with the customer and communicated that the levelness is performing within industry standardsEven though the floor is within industry standards, Inverness Homes agreed to make repair at the foyer area and restore to original materialsBecause the customer disagrees with the method of measuring, Inverness Homes suggested an independent third-party perform the measureThe customer communicated that they would have their engineer review and provide Inverness Homes a copy of their reportTo date, Inverness Homes has not received a reportAt this time the customer is requesting Inverness Homes to schedule an engineer to reviewInverness Homes is agreeable to schedule an engineer to evaluate the floor in accordance to the industry standardsThis scheduling is normally 1-weeks notice with the engineerPlease provide a few dates and times in the next weeks that are convenient for the customerInverness Homes will make every effort to schedule the engineer on one of those datesThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will be adding the leveling of my granite to my year walk-through, along with the nail pops and will keep an eye on the cracks in my driveway. The construction supervisor has been extremely kind, understanding, and prompt as well as communicative. I truly wish that his customer service level and communication standards were what I had received throughout the whole process.
Regards,
*** ***
I apologize for our delay completing the items on the One Year Service Request listI assure you Inverness is committed to addressing the remaining issues in a timely and acceptable mannerOur Louisville Project Manager communicated via email our understanding of the remaining four items,
proposed action plan and our anticipated completion by the end of this month
Again, I apologize for the delay
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***Don Brennman took charge of the situation and came up with a plan to fix the problem I'm having with water in the backyardAlso he said Inverness would allow a year to see if their plan works and if not they would continue to work with me I am very pleased with mr Brennmans take charge actions and coming up with a solution along with Ryan Honeycutt A heart felt thank you to all who helped resolve this. Regards***
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***it has not been determined if Inverness is going to do something to keep the water out of my yard So far they have not discussed different ways of sending the water on to the drain four houses below mine
We want to assure the homeowner that it's our sincere goal that all the issues can be addressed in a manner that is acceptable to both partiesWith that said, it's our position that in order for this to have any success each issue must be clearly documented in writingBased on the different opinions of what was agreed to and/or discussed, it's imperative that both parties and their third party representatives meet at the home to inspect the undocumented areas of concern so a complete list can be compiledAlso, it would be our intent to conduct the previously agreed upon inspections at this time. Within two business days following the meeting an Inverness representative will provide the homeowner with a detailed list of the outstanding items. Upon confirmation by the homeowner that the document contains all of the outstanding issues, Inverness will provide a written response to each with a detailed action plan. Upon approval by the homeowner Inverness will schedule the repairs for completion. An Inverness representative will contact the homeowner no later than Friday April 8, to schedule a time for the meeting and inspection
The customer contracted with Inverness Homes to build a new home in July of The customer completed their selections in September of In October of 2016, prior to starting construction of their home, a plan review was completed and signed-off by the customerThe home was constructed, a
Pre-settlement Inspection was completed and signed-off by the customer and the customer closed on the home in April of In May of 2017, more than thirty (30) days after closing, the customer indicated to Inverness Homes that they were expecting two (2) panel doors versus the six (6) panel doors that were installed in the homeIn review of the Purchase Agreement and related documents (attached), the six (6) panel doors were installed per the specifications of the home (attached)Inverness Homes does not have any written documentation that the customer selected two (2) panel doorsThe Inverness Homes Sales Consultant indicated that the two (2) panel doors were discussed as well as many other options, but were not selected on any written documentationInverness Homes desires every customers complete satisfaction, but please understand that the home was completed based upon the written specifications and customer selections and cannot be changedThank you
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Although we can appreciate the homeowners position, we are not in agreement with said position and feel the proposal in our initial response is fair and reasonable. Our position remains the same as detailed in "Our summary of the complaint" located in the second paragraph of our initial response. However, with that said, we are willing to accommodate the homeowners request and increase the extended warranty period from 2 years to 5 years after we have fully investigated the issue to ensure the affected area has more than enough insulation and sealant to prevent future problems. In addition, we will increase the reimbursement from $ [redacted] to $ [redacted] but that is the extent of our willingness to provide reimbursement for expenses associated with a third party contractor that made the same repair twice with no actual documentation or evidence of what caused the pipes to freeze in two consecutive winters after more than four years with no problems.
Inverness Homes is very concerned and committed to resolving this matter for our valued customer We do provide a year mechanical-plumbing warranty with every new Inverness Home When we were notified of the issue, our Service Supervisor responded and scheduled a service inspection There was a misunderstanding from the text message sent that was incorrectly interpreted Once the message was discussed verbally with the customer, all parties agreed on our proposed plan of action We have subsequently made our inspection and are in the process of repairing the defect We are confident our customer is completely satisfied with our service at this time
We understand the buyers frustration resulting from the process after it was determined the buyer was unable to obtain loan approval to purchase a new home until selling his existing homeBased on this and the communications in the complaint it's important to provide additional details of what transpired.Both parties executed (signed) a Purchase Agreement dated February 20, This agreement was written as Not Contingent on the buyer selling his existing home which required the buyer to qualify for both mortgagesAt that time the buyer was of the opinion he would qualify for both homesAfter Inverness received notification that the buyer was unable to purchase the new home without selling and closing on his existing home, the Inverness Sales Counselor contacted the buyer to disccuss the situationThe Inverness Sales Counselor communicated that the Purchase Agreement could be converted to a Contingent upon the selling and closing of his existing home agreementHowever, the buyer communicated that this would not work for him due to his desire not to move twiceBased on this, the Sales Counselor discussed the possibility of doing a Contingent Start which Inverness would begin construction of the home and the buyer would risk all deposit money in the event he was unable to provide a non contingent loan commitment by the time the home reached drywallA revised agreement was submitted requesting Inverness agree to start the home with the buyers deposit of $9,at risk.The revised Purchase Agreement was reviewed by the Inverness President who determined it did not meet the company's acceptable financial risk guidelinesIt was communicate to the buyer by the Inverness Sales Counselor that a minimum deposit of $20,would be required in order to start construction on the home prior to the buyer selling and closing on his existing home.The Inverness Purchase Agreement clearly communicates on page two that "This Agreement will be effective when signed by You and accepted by UsThe acknowledgement of the Sales Consultant does not constitute acceptance." This statement is immediately above the buyers signature lineThe revised contract was never signed/accepted by the Inverness President as required per the "Accepted By: SELLER: INVERNESS GROUP INCORPOATED signature line immediately below the buyers signatureTherefore, there was no agreement or commitment by Inverness to accept the revised Purchase Agreement dated April 10, 2016.In summary, the original Purchase Agreement dated February 20, is terminated due to the buyers inability to qualify for both mortgagesThe revised Purchase Agreement dated April 10,was not acceptable to Inverness as written.The buyer has the following options:Sign a cancellation agreement and receive a full refund of depositRewrite the agreement to increase the deposit to $20,000Change the Purchase Agreement to Contingent upon selling and closing their existing homeWe apologize for any confusion created during the process but hope you understand that any agreement by two parties must be beneficial and acceptable to both
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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, if Inverness follows up on its proposed resolution of reimbursing us for our loss.Next timeit would be better if the execs at Inverness would respond without the need for prompting by the Revdex.com Regards, [redacted] ***
As communicated Inverness Homes remains committed to completing the repairs to your satisfactionAt this time we believe there are items unresolved: Siding paint to touch up is not complete due to paint not being received from the siding manufacturerWe have been told it will be received at the beginning of next weekThe trim repair was completed but the workmanship wasn't acceptable so that is being rescheduled for the end of next weekWe fully intend to have both items completed by the end of next weekOur Service Representative will contact you next week to confirm the repair date and give you the opportunity to be present to ensure your satisfaction
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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]
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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.It was mandated by Inverness for us to use *** *** *** as installer with no other optionsAlso, I sent multiple floor plans to *** *** *** and Inverness noting tiles, patterns , and grout colors however per the Northern Tile Council of America Certified Inspector, the problem is not the tile but the shower waterproofing causing it to leak through our chandelier below. The shower was installed incorrectly and should have been monitored by our builder we were paying to over see the building process as a whole
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We are in agreement with the homeowner's comment that "it has not been determined if Inverness is going to do something to keep the water out of my yard." As agreed to by both parties, Inverness had an engineer survey the property to determine the grade elevations and provide a report documenting the findings with a recommendation to address the water drainage off the lotWe are not in a position to respond with specific details for the course of action until we receive the report from the engineer. We expect to receive the report no later than the end of next weekAs communicated in our response on July 3rd, Inverness will forward a copy of the report upon receipt and the Inverness Construction Manager will schedule a meeting with the homeowner to review the report and establish a plan for implementing the recommendation
As summarized previously, Inverness Homes has reviewed the floor with the customer and communicated that the levelness is performing within industry standardsEven though the floor is within industry standards, Inverness Homes agreed to make repair at the foyer area and restore to original materialsBecause the customer disagrees with the method of measuring, Inverness Homes suggested an independent third-party perform the measureThe customer communicated that they would have their engineer review and provide Inverness Homes a copy of their reportTo date, Inverness Homes has not received a reportAt this time the customer is requesting Inverness Homes to schedule an engineer to reviewInverness Homes is agreeable to schedule an engineer to evaluate the floor in accordance to the industry standardsThis scheduling is normally 1-weeks notice with the engineerPlease provide a few dates and times in the next weeks that are convenient for the customerInverness Homes will make every effort to schedule the engineer on one of those datesThank you
Inverness Homes has scheduled a meeting with the customer for October 9, 2017 to review the itemsThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will be adding the leveling of my granite to my year walk-through, along with the nail pops and will keep an eye on the cracks in my driveway. The construction supervisor has been extremely kind, understanding, and prompt as well as communicative. I truly wish that his customer service level and communication standards were what I had received throughout the whole process.
Regards,
*** ***
I apologize for our delay completing the items on the One Year Service Request listI assure you Inverness is committed to addressing the remaining issues in a timely and acceptable mannerOur Louisville Project Manager communicated via email our understanding of the remaining four items,
proposed action plan and our anticipated completion by the end of this month
Again, I apologize for the delay
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***Don Brennman took charge of the situation and came up with a plan to fix the problem I'm having with water in the backyardAlso he said Inverness would allow a year to see if their plan works and if not they would continue to work with me I am very pleased with mr Brennmans take charge actions and coming up with a solution along with Ryan Honeycutt A heart felt thank you to all who helped resolve this. Regards***
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***it has not been determined if Inverness is going to do something to keep the water out of my yard So far they have not discussed different ways of sending the water on to the drain four houses below mine
We want to assure the homeowner that it's our sincere goal that all the issues can be addressed in a manner that is acceptable to both partiesWith that said, it's our position that in order for this to have any success each issue must be clearly documented in writingBased on the different opinions of what was agreed to and/or discussed, it's imperative that both parties and their third party representatives meet at the home to inspect the undocumented areas of concern so a complete list can be compiledAlso, it would be our intent to conduct the previously agreed upon inspections at this time. Within two business days following the meeting an Inverness representative will provide the homeowner with a detailed list of the outstanding items. Upon confirmation by the homeowner that the document contains all of the outstanding issues, Inverness will provide a written response to each with a detailed action plan. Upon approval by the homeowner Inverness will schedule the repairs for completion. An Inverness representative will contact the homeowner no later than Friday April 8, to schedule a time for the meeting and inspection
The customer contracted with Inverness Homes to build a new home in July of The customer completed their selections in September of In October of 2016, prior to starting construction of their home, a plan review was completed and signed-off by the customerThe home was constructed, a
Pre-settlement Inspection was completed and signed-off by the customer and the customer closed on the home in April of In May of 2017, more than thirty (30) days after closing, the customer indicated to Inverness Homes that they were expecting two (2) panel doors versus the six (6) panel doors that were installed in the homeIn review of the Purchase Agreement and related documents (attached), the six (6) panel doors were installed per the specifications of the home (attached)Inverness Homes does not have any written documentation that the customer selected two (2) panel doorsThe Inverness Homes Sales Consultant indicated that the two (2) panel doors were discussed as well as many other options, but were not selected on any written documentationInverness Homes desires every customers complete satisfaction, but please understand that the home was completed based upon the written specifications and customer selections and cannot be changedThank you
[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***