We appreciate our customer’s comments and concerns. Our
records indicate a Pre-settlement Checklist was completed with the customer on
1/29/2016 and we received a 60-day Inspection list from the customer on
3/21/2016. On August 30, 2016 we sent a letter to the customer attempting to...
schedule
the repair work at the kitchen island. Our records indicate that is the only
remaining issue from the customer’s 60-day Inspection list. We also provide a One
Year Inspection and a one-time drywall touch-up for settlement and or nail pops
within the first year. Please let us know of any other items that have arisen
since the 60-day Inspection. We are committed to completing the service work in
accordance to Homeowner’s Warranty.
The Inverness Homes VP of Sales and Marketing spoke to the prospect/customer to ensure we understood the details of what transpired during the communications with both Sales Representatives involved in the complaint. During the conversation our VP of Sales and Marketing explained the company policy...
and the reasons behind said policy. It was communicated that our policies are intended to facilitate good communication and in no way allows or excuses poor or unprofessional actions from any representative of the company. The details of this complaint and follow-up phone conversation were shared with the Sales Representatives to assist with improving their communication skills. As communicated by our VP of Sales and Marketing, we apologize for the negative experience you had and wish you nothing but the best in your search for a new home.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. PER THE FOLLOWING QUALIFICATIONS: regards,
[redacted] Fwd: Response to Your Phone Call/Preliminary Response Toward Agreement With Inverness Inboxx rnkibbeeApr 19 (2 days ago)to me Ms. [redacted],In Response to your phone call today, which my wife left you a voicemail about, all we need to know is that Inverness is including these things, emailed to you Sunday night. If so, then we will accept their resolution.I am re-sending that email to you.Thank you.Rick Kibbee---------- Forwarded message ----------From: rnkibbee <[email protected]>Date: Sun, Apr 17, 2016 at 7:15 PMSubject: Preliminary Response Toward Agreement With InvernessTo: Lynne [redacted] <l[redacted]@cincinnati.Revdex.com.org>Ms. Pettys- Roth,While it is nice that Inverness states that it has finally read our responses, they have left out some details in what they are now agreeing to do. Hopefully, these are just oversights on their part. Pasted below is their response with the corrections, in CAPS, that need to be made. If they incorporate these into their response, then, I will agree. If they are really going to be so cheap as to not install a drip edge, then my answers include an addition accommodation to allow my own contractor to do it at the appropriate time during the major work Inverness is going to have to do on the roof.Thank you,Rick KibbeeMESSAGE FROM BUSINESS:Based on the comments in the rejection of our response it's clear we need to provide further clarification of our position. We remain in agreement with the terms of the written Service Plan dated December 9, 2015 with hand notations dated February 12, 2016. Furthermore, we are not requesting to revisit any item that was agreed upon in the Service Plan nor are we attempting to renege on any commitment made in the Service Plan.To further clarify our position the following is our perspective of the status of each item listed on the December 9, 2015 Service Plan:Items #1, 7, 11, 15, 16, 21 and 22 - complete/resolved #1GUTTER DIVERTER WAS INSTALLED OVER DINING ROOM WINDOW, NOT INNER CORNER OF GARAGE; #7 INCLUDED AIRTRON COMING BACK IN THE WARM WEATHER TO TEST THE RESULTS OF ITS PISTON INSTALLATION, SUBJECT TO THE APPROVAL OF VERTECH INC. THIS HAS NOT BEEN COMPLETED, SO ITEM 7 IS NOT COMPLETE.Item #2 - Pending response from Warren County Building Department. IF WARREN COUNTY HAS AN EXEMPTION ON THE DRIP EDGE WHICH IS STATE LAW, THEN INVERNESS NEEDS TO ACCOMODATE OUR CONTRACTOR IN INSTALLING ONE, WHICH IS A VERY INEXPENSIVE THING TO DO, AT THE TIME INVERNESS ADDRESSES THE OTHER VERY MAJOR PROBLEMS WITH THE ROOF.Item #3 - In order to address this issue our experts need to determine the root cause which requires access to the attic and roof. In our opinion this is not a new request since our position noted in the Service Plan reflects "We will further investigate the cause of the ridge lines in the roof to determine the best course of action to repair in accordance to industry standards". For clarification, our definition of investigate is to have an Inverness representative and a third party that is experienced with this type of issue inspect the affected area and provide written documentation of the issue with a recommended course of action. The homeowners provided a detailed repair based on the recommendation of their representative (Steve Verssen of Vertech Inc.) so we find it reasonable that Inverness be provide the same opportunity. INVERNESS NEEDS TO STATE THAT IT WILL CORRECT THE RIDGE LINES TO BE IN ACCORDANCE WITH PUBLISHED INDUSTRY STANDARDS. IT IS FINE FOR THEM TO INSPECT, WHICH THEY HAVE ALREADY DONE, BUT THAT INSPECTION IS ONLY TO ASSIST THEM IN GATHERING INFORMATION ON HOW TO REPAIR THE UNACCEPTABLE DEVIATION OF THE TRUSSES. IF THEY WISH TO SPEND ADDITIONAL MONEY WHEN THEY ALREADY HAVE BEEN SHOWN HOW TO DO THAT, THAT IS FINE, BUT THEY CANNOT TAKE THAT MONEY OUT OF THE BUDGET FOR REPAIRING MY HOME.ETItem #4 - In order to complete the agreed upon calculations the third party expert requires access to the attic. THIS WAS NEVER IN DISPUTE. INVERNESS WAS JUST TRYING TO NOT DO IT.Item #5 - This can be scheduled at anytime or addressed with #3. We defer to the preference of the homeowners. AS PREVIOUSLY DISCUSSED NUMEROUS TIMES, THIS WILL BE DONE WHILE THE ROOF AND SHINGLE REPAIRS ARE BEING DONE, BEFORE ADDRESSING INSULATION.Item #6 - This will be addressed with #2 and #3Item #8 and 9 - Both items can be addressed at any time as long as the ground is dry enough to support the required equipment. Per the Service Plan, all parties will agree on the grading work prior to commencement. Inverness and the subcontractor that will perform the work are prepared to meet at the home to finalize the plan (NOTE: this can be done prior to or the same day the work starts). Item #10 - No Action at this timeItem #12 - In order to complete this work we need access to the affected areas so we clearly understand the scope and can establish the material requirements. INVERNESS MAY HAVE ACCESS BUT WILL AGREE TO RESOLVE POPPING UNDER MASTER BATHROOM, WHICH IT WALKED OUT BEFORE DOING, AND POPPING ON THE LEFT SIDE OF THE HOME, WHICH IT AGREED TO DO IN FRONT OF THREE WITNESSES.Item #13 - Inverness will provide a letter addressing this issueItem #14 - Agreed uponItem #17 - It's our understanding the door has been delivered to the residence. If so, the installation can be scheduled at anytime. SO SCHEDULE IT.Items #18, 19, and 20 - This work can be scheduled at anytime. LONG OVERDUE. SCHEDULE ITItem #23 - No ActionWe sincerely hope this response clarifies our communications and position for the remaining items. We are prepared to move forward with addressing these issues as detailed above ASAP. In our opinion, several of the items noted above can be scheduled at the same time to reduce the time required and therefore the inconvenience to the homeowners.
[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]
Based on the comments in the rejection of our response it's clear we need to provide further clarification of our position. We remain in agreement with the terms of the written Service Plan dated December 9, 2015 with hand notations dated February 12, 2016. Furthermore, we are not requesting to revisit any item that was agreed upon in the Service Plan nor are we attempting to renege on any commitment made in the Service Plan.To further clarify our position the following is our perspective of the status of each item listed on the December 9, 2015 Service Plan:Items #1, 7, 11, 15, 16, 21 and 22 - complete/resolvedItem #2 - Pending response from Warren County Building Department. Item #3 - In order to address this issue our experts need to determine the root cause which requires access to the attic and roof. In our opinion this is not a new request since our position noted in the Service Plan reflects "We will further investigate the cause of the ridge lines in the roof to determine the best course of action to repair in accordance to industry standards". For clarification, our definition of investigate is to have an Inverness representative and a third party that is experienced with this type of issue inspect the affected area and provide written documentation of the issue with a recommended course of action. The homeowners provided a detailed repair based on the recommendation of their representative (Steve Verssen of Vertech Inc.) so we find it reasonable that Inverness be provide the same opportunity. Item #4 - In order to complete the agreed upon calculations the third party expert requires access to the attic. Item #5 - This can be scheduled at anytime or addressed with #3. We defer to the preference of the homeownersItem #6 - This will be addressed with #2 and #3Item #8 and 9 - Both items can be addressed at any time as long as the ground is dry enough to support the required equipment. Per the Service Plan, all parties will agree on the grading work prior to commencement. Inverness and the subcontractor that will perform the work are prepared to meet at the home to finalize the plan (NOTE: this can be done prior to or the same day the work starts). Item #10 - No Action at this timeItem #12 - In order to complete this work we need access to the affected areas so we clearly understand the scope and can establish the material requirementsItem #13 - Inverness will provide a letter addressing this issueItem #14 - Agreed uponItem #17 - It's our understanding the door has been delivered to the residence. If so, the installation can be scheduled at anytime.Items #18, 19, and 20 - This work can be scheduled at anytimeItem #23 - No ActionWe sincerely hope this response clarifies our communications and position for the remaining items. We are prepared to move forward with addressing these issues as detailed above ASAP. In our opinion, several of the items noted above can be scheduled at the same time to reduce the time required and therefore the inconvenience to the homeowners.
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 home. Based 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, 2016. This agreement was written as Not Contingent on the buyer selling his existing home which required the buyer to qualify for both mortgages. At that time the buyer was of the opinion he would qualify for both homes. After 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 situation. The Inverness Sales Counselor communicated that the Purchase Agreement could be converted to a Contingent upon the selling and closing of his existing home agreement. However, the buyer communicated that this would not work for him due to his desire not to move twice. Based 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 drywall. A revised agreement was submitted requesting Inverness agree to start the home with the buyers deposit of $9,500 at risk.The revised Purchase Agreement was reviewed by the Inverness President who determined it did not meet the company's acceptable financial risk guidelines. It was communicate to the buyer by the Inverness Sales Counselor that a minimum deposit of $20,000 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 Us. The acknowledgement of the Sales Consultant does not constitute acceptance." This statement is immediately above the buyers signature line. The 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 signature. Therefore, 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, 2016 is terminated due to the buyers inability to qualify for both mortgages. The revised Purchase Agreement dated April 10,2016 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.
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.Please see Inverness's recent response, which it had more than two weeks to compile, and my reasons IN Red for rejection:MESSAGE FROM BUSINESS: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 parties. With that said, it's our position that in order for this to have any success each issue must be clearly documented in writing. THE ISSUES HAVE ALREADY BEEN DOCUMENTED IN WRITING IN A PROCESS OF INSPECTIONS ON SITE BY INVERNESS DATING BACK TO JUNE 2015. THE Revdex.com HAS A COPY OF THE SERVICE PLAN AGREED TO AND WRITTEN BY INVERNESS, IN ADDITION TO THE EMAIL THAT CARRIED THAT WRITTEN PLAN FROM JOHN [redacted]. Based 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 compiled. ADDITIONAL DOCUMENTS, AND THE STATEMENTS OF WITNESS STEVE VERSSEN, WHOSE PHONE NUMBER HAS BEEN GIVEN TO THE Revdex.com ARE AVAILABLE TO THE Revdex.com. REGARDLESS, THE BLACK LINE ITEMS ON THE SERVICE PLAN WERE WRITTEN BY INVERNESS, YET INVERNESS IS NOW SEEKING TO GET OUT OF REPAIRS IN ITS WRITTEN PLAN AND WANTS THE Revdex.com TO AGREE TO LET IT REINSPECT AND REEVALUATE WHEN IT ALREADY HAS DRAGGED THIS OUT FOR ALMOST A YEAR, IT HAS THE FULL WRITTEN INSPECTION REPORT, IT HAS TAKEN UP MORE THAN 30 HOURS OF OUR TIME IN MEETINGS AND COMMUNICATIONS, AND IT ALREADY HAS COMMITTED TO A PLAN IN WRITING, AND IS DENYING ITS VERBAL AGREEMENTS BEYOND THAT WRITTEN PLAN, WHICH WERE WITNESSED BY OTHERS. Also, it would be our intent to conduct the previously agreed upon inspections at this time. THE ONLY PREVIOUSLY AGREED TO PENDING INSPECTION WAS A SERIES OF TESTS THAT MUST BE PERFORMED ON THE HVAC SYSTEM THAT MUST BE PERFORMED IN MUCH WARMER WEATHER, WHICH IS NOT THIS WEEK. THESE TESTS HAVE TO BE PERFORMED BECAUSE INVERNESS INSTALLED AN IMPROPERLY SIZED HVAC UNIT WITH THE WRONG SIZED PISTON AND MALFUNTIONING PARTS, THEY BROUGHT MULTIPLE PEOPLE TAKING COUNTLESS HOURS INTO OUR HOME IN AN EFFORT TO DENY IT, THEN, FINALLY REPLACED THE PARTS DURING WINTER WHEN IT WAS TOO COLD TO CONDUCT THE TESTS. THEM STATING THAT THEY WISH TO DO THIS FRIDAY AND OTHER INSPECTIONS THAT WERE NOT AGREED TO, IS YET ANOTHER EFFORT TO DISPENSE WITH SOMETHING THEY FEEL IS THE ONLY THING THEY HAVE TO DO, WHEN THEY HAVE PUT IN WRITING ALL THE OTHER THINGS THEY HAVE TO DO. FOR EXAMPLE, WHILE THE JOIST WORK UNDER THE SECOND BEDROOM IS WHAT THEY ARE TRYING TO DISPUTE, DESPITE THREE PEOPLE WITNESSING THEM SAYING THAT WAS INCLUDED, WORK UNDER THE MASTER BATHROOM WAS NEVER DISPUTED, CAUSED AT LEAST 10 HOURS OF THEIR EMPLOYEES BEING IN OUR HOME WITHOUT BEING ABLE TO ADDRESS IT, YET, THE DID NOT COMPLETE THAT WORK BECAUSE THEY DID NOT ORDER ENOUGH LUMBER, THEY WALKED OFF THE JOB AND LEFT THE PROBLEM THEY ACKNOWLEDGE, AND NOW, UNDER THE RESOLUTION THEY ARE OFFERING, COMPLETION OF THAT WORK WOULD NOW BE SUBJECT TO RE-EVALUATION. 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, 2016 to schedule a time for the meeting and inspection. THIS INVERNESS RESPONSE, AGAIN, IS NOTHING MORE THAN ANOTHER ATTEMPT TO MIMINIMIZE ITS TIME AND MONEY SPENT REPAIRING DAMAGE IT CAUSED. ATTEMPTING NOW TO RE-EVALUATE AND RE-DO MEETINGS, INSPECTIONS, EVALUATIONS AND COMMITMENTS IT ALREADY PUT IN WRITING IS NOTHING SHORT OF HARRASSMENT. THERE ARE MANY MORE DOCUMENTS THAN THOSE ALREADY SENT TO THE Revdex.com. IT WOULD SEEM AT THIS POINT, THAT THE ONES ALREADY SENT, STARTING WITH THE SERVICE PLAN INVERNESS AGREED TO (THE SENTENCES IN BLACK ARE WRITTEN BY THEM) SHOULD TAKE CENTER STAGE, EMAILS FROM THEM THAT CONTRADICT WHAT THEY WROTE IN PREVIOUS RESPONSES, THEN I CAN COPY THE ENGINEER'S REPORT ON THE HOME FOR THE Revdex.com AND PROVIDE PUBLISHED BUILDING STANDARDS, WHICH INVERNESS AGREED TO MEET IN ITS WRITTEN SERVICE PLAN.THANK YOU FOR YOUR TIME AND ATTENTION.
Regards,
[redacted]
RevDex.com, Inverness has contacted me. No resolution has been reached yet. We are in...
discussions about some of the matters. They are working on my sidewalk. They have requested more information regarding the items damaged in the flood. Nothing has been done about the cracks in the driveway
[redacted]
Based on the meeting between our Area Manager and the Homeowner on August 14, we have reached a compromise on how to improve the water flow through the rear yard. Inverness has agreed to add dirt and sod to the rear swale area to reduce the time it takes for water to flow across the rear yard. In addition, both parties will monitor the situation for the next 12 months to ensure the Homeowner is satisfied with the drainage condition.
It is 4 pm on Friday 7-21-17 and this is the due date that Brian Lambert said he would bring the survey readings and report to me concerning the grade on my yard. He originally said I would have the survey readings on July 6. He has not made any effort to contact or answer my email and two message I left him last week. More sod was placed in the front yard and it seems to help the water problem there . The two pictures are from the back yard where the water does not flow to the drain . I think a French drain would correct the problem and I have mentioned this to mr Lambert with no success.thank you [redacted]
Based on the decision of the homeowner to proceed with an independent inspection there is nothing for us to do at this time.We reiterate our willingness to have a representative of the fireplace manufacturer inspect the fireplace to determine if adjustments can be made to address the issue.In addition, we are willing the have the insulation contractor inspect the area above the front bedroom and increase the amount of insulation to determine if that will improve the condition.
The home closed in January of 2013. Please understand that per the warranty, the [redacted] shingles on the home are warranted from leaking and carry a wind damage warranty for one year. At Inverness Homes’ direction, a [redacted] contractor has serviced the roof several times beyond the one year...
warranty for shingles damaged or blown-off by high winds or storm events. Please note that the roof was inspected by the shingle manufacturer in 2016 and no defects were found. After the no defects inspection in 2016, Inverness Homes communicated to the homeowner that installation warranty has expired. The home is located at the peak of a hill and receives unobstructed high winds during seasonal events. Additionally, the homeowner has had another contractor make repairs on the roof, whose work we cannot warranty. In February of 2017, the homeowner initiated another inspection by the shingle manufacturer. As has been communicated to the homeowner, once we receive that report, we will review and respond in accordance to the warranty. To date we have not received the report. Thank you
Revdex.com:
I spoke to the VP of sales of Inverness Homes and have accepted his apology in regards to my experience. 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]
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.Inverness did contact us about a resolution and, if carried out, will resolve the complaint. However, we cannot know that they will resolve this as promised until closing on the house after construction is complete.Therefore, we are not yet willing to close this complaint.
Regards,
[redacted]
We are of the opinion that our commitment has been fulfilled. We apologize for any delays resulting from our supervisors inability to make contact with the homeowner in order to schedule a meeting to finalize the agreement..
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 did not refuse to address product defect complaints. Inverness Homes has investigated and addressed the snow or ice build-up and the insulation of the fireplace with the Homeowner on several occasions. The snow or ice build-up is a Homeowner maintenance issue and not...
covered by the Builder warranty. This specific issue is detailed in The Residential Warranty Company's booklet provided to all Homeowners at closing. The specific section is Roofing 3.11 Roof and roof flashing (See Exhibit A) which details " Prevention of snow or ice build-up is the Owner's responsibility." Also, the Industry Standards Manual produced by the Home Builders Association of Greater Cincinnati addresses this issue in Section VIII 1. Roof Leaks - Homeowner Maintenance Responsibility: Excessive ice or snow build-up with alternating freezing and thawing can create a capillary effect causing leakage, which is a homeowner maintenance responsibility (See Exhibit B). While no leakage was reported, Inverness Homes addressed this item with the Homeowner. The Homeowner installed heated gutter cables which did not appear to be working during the last snow event.Additionally, several representatives have investigated and ensured the proper insulation surrounding the fireplace. The mechanical fireplace is directly vented to the outside which allows air into the chamber which creates a thermally colder area during colder temperatures when the fireplace is not in use. Inverness Homes is willing to further confirm the proper function of the fireplace by having the Manufacturer's representative examine the fireplace.
Please find attached a copy of the the Warranty Standard, which was provided and reviewed with the customer, and the Industry Standard. As of today, Inverness Homes has not received a response from the customer regarding our prior offer to have a third-party engineer review and measure any areas of the customer's concern. As summarized previously, Inverness Homes has reviewed the floor with the customer and communicated that the levelness is performing within industry standards. Even though the floor is within industry standards, Inverness Homes agreed to make repair at the foyer area and restore to original materials. Because the customer disagrees with the method of measuring, Inverness Homes suggested an independent third-party perform the measure. The customer communicated that they would have their engineer review and provide Inverness Homes a copy of their report. To date, Inverness Homes has not received a report. At this time the customer is requesting Inverness Homes to schedule an engineer to review. Inverness Homes is agreeable to schedule an engineer to evaluate the floor in accordance to the industry standards. This scheduling is normally 1-2 weeks notice with the engineer. Please provide a few dates and times in the next 2 weeks that are convenient for the customer. Inverness Homes will make every effort to schedule the engineer on one of those dates. Thank 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 [redacted], and find that this resolution is satisfactory to me.
I am not releasing my claim but accept the Inverness offers of further inspection of the insulation by the contractor, as well as an inspection of the fireplace by the manufacturer's representative. I will await contact from these individuals. Thank you for your assistance.
Regards,
[redacted]
We appreciate our customer’s comments and concerns. Our
records indicate a Pre-settlement Checklist was completed with the customer on
1/29/2016 and we received a 60-day Inspection list from the customer on
3/21/2016. On August 30, 2016 we sent a letter to the customer attempting to...
schedule
the repair work at the kitchen island. Our records indicate that is the only
remaining issue from the customer’s 60-day Inspection list. We also provide a One
Year Inspection and a one-time drywall touch-up for settlement and or nail pops
within the first year. Please let us know of any other items that have arisen
since the 60-day Inspection. We are committed to completing the service work in
accordance to Homeowner’s Warranty.
The Inverness Homes VP of Sales and Marketing spoke to the prospect/customer to ensure we understood the details of what transpired during the communications with both Sales Representatives involved in the complaint. During the conversation our VP of Sales and Marketing explained the company policy...
and the reasons behind said policy. It was communicated that our policies are intended to facilitate good communication and in no way allows or excuses poor or unprofessional actions from any representative of the company. The details of this complaint and follow-up phone conversation were shared with the Sales Representatives to assist with improving their communication skills. As communicated by our VP of Sales and Marketing, we apologize for the negative experience you had and wish you nothing but the best in your search for a new home.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. PER THE FOLLOWING QUALIFICATIONS: regards,
[redacted] Fwd: Response to Your Phone Call/Preliminary Response Toward Agreement With Inverness Inboxx rnkibbeeApr 19 (2 days ago)to me Ms. [redacted],In Response to your phone call today, which my wife left you a voicemail about, all we need to know is that Inverness is including these things, emailed to you Sunday night. If so, then we will accept their resolution.I am re-sending that email to you.Thank you.Rick Kibbee---------- Forwarded message ----------From: rnkibbee <[email protected]>Date: Sun, Apr 17, 2016 at 7:15 PMSubject: Preliminary Response Toward Agreement With InvernessTo: Lynne [redacted] <l[redacted]@cincinnati.Revdex.com.org>Ms. Pettys- Roth,While it is nice that Inverness states that it has finally read our responses, they have left out some details in what they are now agreeing to do. Hopefully, these are just oversights on their part. Pasted below is their response with the corrections, in CAPS, that need to be made. If they incorporate these into their response, then, I will agree. If they are really going to be so cheap as to not install a drip edge, then my answers include an addition accommodation to allow my own contractor to do it at the appropriate time during the major work Inverness is going to have to do on the roof.Thank you,Rick KibbeeMESSAGE FROM BUSINESS:Based on the comments in the rejection of our response it's clear we need to provide further clarification of our position. We remain in agreement with the terms of the written Service Plan dated December 9, 2015 with hand notations dated February 12, 2016. Furthermore, we are not requesting to revisit any item that was agreed upon in the Service Plan nor are we attempting to renege on any commitment made in the Service Plan.To further clarify our position the following is our perspective of the status of each item listed on the December 9, 2015 Service Plan:Items #1, 7, 11, 15, 16, 21 and 22 - complete/resolved #1GUTTER DIVERTER WAS INSTALLED OVER DINING ROOM WINDOW, NOT INNER CORNER OF GARAGE; #7 INCLUDED AIRTRON COMING BACK IN THE WARM WEATHER TO TEST THE RESULTS OF ITS PISTON INSTALLATION, SUBJECT TO THE APPROVAL OF VERTECH INC. THIS HAS NOT BEEN COMPLETED, SO ITEM 7 IS NOT COMPLETE.Item #2 - Pending response from Warren County Building Department. IF WARREN COUNTY HAS AN EXEMPTION ON THE DRIP EDGE WHICH IS STATE LAW, THEN INVERNESS NEEDS TO ACCOMODATE OUR CONTRACTOR IN INSTALLING ONE, WHICH IS A VERY INEXPENSIVE THING TO DO, AT THE TIME INVERNESS ADDRESSES THE OTHER VERY MAJOR PROBLEMS WITH THE ROOF.Item #3 - In order to address this issue our experts need to determine the root cause which requires access to the attic and roof. In our opinion this is not a new request since our position noted in the Service Plan reflects "We will further investigate the cause of the ridge lines in the roof to determine the best course of action to repair in accordance to industry standards". For clarification, our definition of investigate is to have an Inverness representative and a third party that is experienced with this type of issue inspect the affected area and provide written documentation of the issue with a recommended course of action. The homeowners provided a detailed repair based on the recommendation of their representative (Steve Verssen of Vertech Inc.) so we find it reasonable that Inverness be provide the same opportunity. INVERNESS NEEDS TO STATE THAT IT WILL CORRECT THE RIDGE LINES TO BE IN ACCORDANCE WITH PUBLISHED INDUSTRY STANDARDS. IT IS FINE FOR THEM TO INSPECT, WHICH THEY HAVE ALREADY DONE, BUT THAT INSPECTION IS ONLY TO ASSIST THEM IN GATHERING INFORMATION ON HOW TO REPAIR THE UNACCEPTABLE DEVIATION OF THE TRUSSES. IF THEY WISH TO SPEND ADDITIONAL MONEY WHEN THEY ALREADY HAVE BEEN SHOWN HOW TO DO THAT, THAT IS FINE, BUT THEY CANNOT TAKE THAT MONEY OUT OF THE BUDGET FOR REPAIRING MY HOME.ETItem #4 - In order to complete the agreed upon calculations the third party expert requires access to the attic. THIS WAS NEVER IN DISPUTE. INVERNESS WAS JUST TRYING TO NOT DO IT.Item #5 - This can be scheduled at anytime or addressed with #3. We defer to the preference of the homeowners. AS PREVIOUSLY DISCUSSED NUMEROUS TIMES, THIS WILL BE DONE WHILE THE ROOF AND SHINGLE REPAIRS ARE BEING DONE, BEFORE ADDRESSING INSULATION.Item #6 - This will be addressed with #2 and #3Item #8 and 9 - Both items can be addressed at any time as long as the ground is dry enough to support the required equipment. Per the Service Plan, all parties will agree on the grading work prior to commencement. Inverness and the subcontractor that will perform the work are prepared to meet at the home to finalize the plan (NOTE: this can be done prior to or the same day the work starts). Item #10 - No Action at this timeItem #12 - In order to complete this work we need access to the affected areas so we clearly understand the scope and can establish the material requirements. INVERNESS MAY HAVE ACCESS BUT WILL AGREE TO RESOLVE POPPING UNDER MASTER BATHROOM, WHICH IT WALKED OUT BEFORE DOING, AND POPPING ON THE LEFT SIDE OF THE HOME, WHICH IT AGREED TO DO IN FRONT OF THREE WITNESSES.Item #13 - Inverness will provide a letter addressing this issueItem #14 - Agreed uponItem #17 - It's our understanding the door has been delivered to the residence. If so, the installation can be scheduled at anytime. SO SCHEDULE IT.Items #18, 19, and 20 - This work can be scheduled at anytime. LONG OVERDUE. SCHEDULE ITItem #23 - No ActionWe sincerely hope this response clarifies our communications and position for the remaining items. We are prepared to move forward with addressing these issues as detailed above ASAP. In our opinion, several of the items noted above can be scheduled at the same time to reduce the time required and therefore the inconvenience to the homeowners.
[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]
Based on the comments in the rejection of our response it's clear we need to provide further clarification of our position. We remain in agreement with the terms of the written Service Plan dated December 9, 2015 with hand notations dated February 12, 2016. Furthermore, we are not requesting to revisit any item that was agreed upon in the Service Plan nor are we attempting to renege on any commitment made in the Service Plan.To further clarify our position the following is our perspective of the status of each item listed on the December 9, 2015 Service Plan:Items #1, 7, 11, 15, 16, 21 and 22 - complete/resolvedItem #2 - Pending response from Warren County Building Department. Item #3 - In order to address this issue our experts need to determine the root cause which requires access to the attic and roof. In our opinion this is not a new request since our position noted in the Service Plan reflects "We will further investigate the cause of the ridge lines in the roof to determine the best course of action to repair in accordance to industry standards". For clarification, our definition of investigate is to have an Inverness representative and a third party that is experienced with this type of issue inspect the affected area and provide written documentation of the issue with a recommended course of action. The homeowners provided a detailed repair based on the recommendation of their representative (Steve Verssen of Vertech Inc.) so we find it reasonable that Inverness be provide the same opportunity. Item #4 - In order to complete the agreed upon calculations the third party expert requires access to the attic. Item #5 - This can be scheduled at anytime or addressed with #3. We defer to the preference of the homeownersItem #6 - This will be addressed with #2 and #3Item #8 and 9 - Both items can be addressed at any time as long as the ground is dry enough to support the required equipment. Per the Service Plan, all parties will agree on the grading work prior to commencement. Inverness and the subcontractor that will perform the work are prepared to meet at the home to finalize the plan (NOTE: this can be done prior to or the same day the work starts). Item #10 - No Action at this timeItem #12 - In order to complete this work we need access to the affected areas so we clearly understand the scope and can establish the material requirementsItem #13 - Inverness will provide a letter addressing this issueItem #14 - Agreed uponItem #17 - It's our understanding the door has been delivered to the residence. If so, the installation can be scheduled at anytime.Items #18, 19, and 20 - This work can be scheduled at anytimeItem #23 - No ActionWe sincerely hope this response clarifies our communications and position for the remaining items. We are prepared to move forward with addressing these issues as detailed above ASAP. In our opinion, several of the items noted above can be scheduled at the same time to reduce the time required and therefore the inconvenience to the homeowners.
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 home. Based 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, 2016. This agreement was written as Not Contingent on the buyer selling his existing home which required the buyer to qualify for both mortgages. At that time the buyer was of the opinion he would qualify for both homes. After 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 situation. The Inverness Sales Counselor communicated that the Purchase Agreement could be converted to a Contingent upon the selling and closing of his existing home agreement. However, the buyer communicated that this would not work for him due to his desire not to move twice. Based 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 drywall. A revised agreement was submitted requesting Inverness agree to start the home with the buyers deposit of $9,500 at risk.The revised Purchase Agreement was reviewed by the Inverness President who determined it did not meet the company's acceptable financial risk guidelines. It was communicate to the buyer by the Inverness Sales Counselor that a minimum deposit of $20,000 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 Us. The acknowledgement of the Sales Consultant does not constitute acceptance." This statement is immediately above the buyers signature line. The 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 signature. Therefore, 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, 2016 is terminated due to the buyers inability to qualify for both mortgages. The revised Purchase Agreement dated April 10,2016 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.
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.Please see Inverness's recent response, which it had more than two weeks to compile, and my reasons IN Red for rejection:MESSAGE FROM BUSINESS: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 parties. With that said, it's our position that in order for this to have any success each issue must be clearly documented in writing. THE ISSUES HAVE ALREADY BEEN DOCUMENTED IN WRITING IN A PROCESS OF INSPECTIONS ON SITE BY INVERNESS DATING BACK TO JUNE 2015. THE Revdex.com HAS A COPY OF THE SERVICE PLAN AGREED TO AND WRITTEN BY INVERNESS, IN ADDITION TO THE EMAIL THAT CARRIED THAT WRITTEN PLAN FROM JOHN [redacted]. Based 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 compiled. ADDITIONAL DOCUMENTS, AND THE STATEMENTS OF WITNESS STEVE VERSSEN, WHOSE PHONE NUMBER HAS BEEN GIVEN TO THE Revdex.com ARE AVAILABLE TO THE Revdex.com. REGARDLESS, THE BLACK LINE ITEMS ON THE SERVICE PLAN WERE WRITTEN BY INVERNESS, YET INVERNESS IS NOW SEEKING TO GET OUT OF REPAIRS IN ITS WRITTEN PLAN AND WANTS THE Revdex.com TO AGREE TO LET IT REINSPECT AND REEVALUATE WHEN IT ALREADY HAS DRAGGED THIS OUT FOR ALMOST A YEAR, IT HAS THE FULL WRITTEN INSPECTION REPORT, IT HAS TAKEN UP MORE THAN 30 HOURS OF OUR TIME IN MEETINGS AND COMMUNICATIONS, AND IT ALREADY HAS COMMITTED TO A PLAN IN WRITING, AND IS DENYING ITS VERBAL AGREEMENTS BEYOND THAT WRITTEN PLAN, WHICH WERE WITNESSED BY OTHERS. Also, it would be our intent to conduct the previously agreed upon inspections at this time. THE ONLY PREVIOUSLY AGREED TO PENDING INSPECTION WAS A SERIES OF TESTS THAT MUST BE PERFORMED ON THE HVAC SYSTEM THAT MUST BE PERFORMED IN MUCH WARMER WEATHER, WHICH IS NOT THIS WEEK. THESE TESTS HAVE TO BE PERFORMED BECAUSE INVERNESS INSTALLED AN IMPROPERLY SIZED HVAC UNIT WITH THE WRONG SIZED PISTON AND MALFUNTIONING PARTS, THEY BROUGHT MULTIPLE PEOPLE TAKING COUNTLESS HOURS INTO OUR HOME IN AN EFFORT TO DENY IT, THEN, FINALLY REPLACED THE PARTS DURING WINTER WHEN IT WAS TOO COLD TO CONDUCT THE TESTS. THEM STATING THAT THEY WISH TO DO THIS FRIDAY AND OTHER INSPECTIONS THAT WERE NOT AGREED TO, IS YET ANOTHER EFFORT TO DISPENSE WITH SOMETHING THEY FEEL IS THE ONLY THING THEY HAVE TO DO, WHEN THEY HAVE PUT IN WRITING ALL THE OTHER THINGS THEY HAVE TO DO. FOR EXAMPLE, WHILE THE JOIST WORK UNDER THE SECOND BEDROOM IS WHAT THEY ARE TRYING TO DISPUTE, DESPITE THREE PEOPLE WITNESSING THEM SAYING THAT WAS INCLUDED, WORK UNDER THE MASTER BATHROOM WAS NEVER DISPUTED, CAUSED AT LEAST 10 HOURS OF THEIR EMPLOYEES BEING IN OUR HOME WITHOUT BEING ABLE TO ADDRESS IT, YET, THE DID NOT COMPLETE THAT WORK BECAUSE THEY DID NOT ORDER ENOUGH LUMBER, THEY WALKED OFF THE JOB AND LEFT THE PROBLEM THEY ACKNOWLEDGE, AND NOW, UNDER THE RESOLUTION THEY ARE OFFERING, COMPLETION OF THAT WORK WOULD NOW BE SUBJECT TO RE-EVALUATION. 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, 2016 to schedule a time for the meeting and inspection. THIS INVERNESS RESPONSE, AGAIN, IS NOTHING MORE THAN ANOTHER ATTEMPT TO MIMINIMIZE ITS TIME AND MONEY SPENT REPAIRING DAMAGE IT CAUSED. ATTEMPTING NOW TO RE-EVALUATE AND RE-DO MEETINGS, INSPECTIONS, EVALUATIONS AND COMMITMENTS IT ALREADY PUT IN WRITING IS NOTHING SHORT OF HARRASSMENT. THERE ARE MANY MORE DOCUMENTS THAN THOSE ALREADY SENT TO THE Revdex.com. IT WOULD SEEM AT THIS POINT, THAT THE ONES ALREADY SENT, STARTING WITH THE SERVICE PLAN INVERNESS AGREED TO (THE SENTENCES IN BLACK ARE WRITTEN BY THEM) SHOULD TAKE CENTER STAGE, EMAILS FROM THEM THAT CONTRADICT WHAT THEY WROTE IN PREVIOUS RESPONSES, THEN I CAN COPY THE ENGINEER'S REPORT ON THE HOME FOR THE Revdex.com AND PROVIDE PUBLISHED BUILDING STANDARDS, WHICH INVERNESS AGREED TO MEET IN ITS WRITTEN SERVICE PLAN.THANK YOU FOR YOUR TIME AND ATTENTION.
Regards,
[redacted]
RevDex.com, Inverness has contacted me. No resolution has been reached yet. We are in...
discussions about some of the matters. They are working on my sidewalk. They have requested more information regarding the items damaged in the flood. Nothing has been done about the cracks in the driveway
[redacted]
Based on the meeting between our Area Manager and the Homeowner on August 14, we have reached a compromise on how to improve the water flow through the rear yard. Inverness has agreed to add dirt and sod to the rear swale area to reduce the time it takes for water to flow across the rear yard. In addition, both parties will monitor the situation for the next 12 months to ensure the Homeowner is satisfied with the drainage condition.
It is 4 pm on Friday 7-21-17 and this is the due date that Brian Lambert said he would bring the survey readings and report to me concerning the grade on my yard. He originally said I would have the survey readings on July 6. He has not made any effort to contact or answer my email and two message I left him last week. More sod was placed in the front yard and it seems to help the water problem there . The two pictures are from the back yard where the water does not flow to the drain . I think a French drain would correct the problem and I have mentioned this to mr Lambert with no success.thank you [redacted]
Based on the decision of the homeowner to proceed with an independent inspection there is nothing for us to do at this time.We reiterate our willingness to have a representative of the fireplace manufacturer inspect the fireplace to determine if adjustments can be made to address the issue.In addition, we are willing the have the insulation contractor inspect the area above the front bedroom and increase the amount of insulation to determine if that will improve the condition.
On 8/16/17, Inverness Homes and the Customer agreed upon a resolution. Thank you
The home closed in January of 2013. Please understand that per the warranty, the [redacted] shingles on the home are warranted from leaking and carry a wind damage warranty for one year. At Inverness Homes’ direction, a [redacted] contractor has serviced the roof several times beyond the one year...
warranty for shingles damaged or blown-off by high winds or storm events. Please note that the roof was inspected by the shingle manufacturer in 2016 and no defects were found. After the no defects inspection in 2016, Inverness Homes communicated to the homeowner that installation warranty has expired. The home is located at the peak of a hill and receives unobstructed high winds during seasonal events. Additionally, the homeowner has had another contractor make repairs on the roof, whose work we cannot warranty. In February of 2017, the homeowner initiated another inspection by the shingle manufacturer. As has been communicated to the homeowner, once we receive that report, we will review and respond in accordance to the warranty. To date we have not received the report. Thank you
Revdex.com:
I spoke to the VP of sales of Inverness Homes and have accepted his apology in regards to my experience. 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]
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.Inverness did contact us about a resolution and, if carried out, will resolve the complaint. However, we cannot know that they will resolve this as promised until closing on the house after construction is complete.Therefore, we are not yet willing to close this complaint.
Regards,
[redacted]
We are of the opinion that our commitment has been fulfilled. We apologize for any delays resulting from our supervisors inability to make contact with the homeowner in order to schedule a meeting to finalize the agreement..
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 did not refuse to address product defect complaints. Inverness Homes has investigated and addressed the snow or ice build-up and the insulation of the fireplace with the Homeowner on several occasions. The snow or ice build-up is a Homeowner maintenance issue and not...
covered by the Builder warranty. This specific issue is detailed in The Residential Warranty Company's booklet provided to all Homeowners at closing. The specific section is Roofing 3.11 Roof and roof flashing (See Exhibit A) which details " Prevention of snow or ice build-up is the Owner's responsibility." Also, the Industry Standards Manual produced by the Home Builders Association of Greater Cincinnati addresses this issue in Section VIII 1. Roof Leaks - Homeowner Maintenance Responsibility: Excessive ice or snow build-up with alternating freezing and thawing can create a capillary effect causing leakage, which is a homeowner maintenance responsibility (See Exhibit B). While no leakage was reported, Inverness Homes addressed this item with the Homeowner. The Homeowner installed heated gutter cables which did not appear to be working during the last snow event.Additionally, several representatives have investigated and ensured the proper insulation surrounding the fireplace. The mechanical fireplace is directly vented to the outside which allows air into the chamber which creates a thermally colder area during colder temperatures when the fireplace is not in use. Inverness Homes is willing to further confirm the proper function of the fireplace by having the Manufacturer's representative examine the fireplace.
Please find attached a copy of the the Warranty Standard, which was provided and reviewed with the customer, and the Industry Standard. As of today, Inverness Homes has not received a response from the customer regarding our prior offer to have a third-party engineer review and measure any areas of the customer's concern. As summarized previously, Inverness Homes has reviewed the floor with the customer and communicated that the levelness is performing within industry standards. Even though the floor is within industry standards, Inverness Homes agreed to make repair at the foyer area and restore to original materials. Because the customer disagrees with the method of measuring, Inverness Homes suggested an independent third-party perform the measure. The customer communicated that they would have their engineer review and provide Inverness Homes a copy of their report. To date, Inverness Homes has not received a report. At this time the customer is requesting Inverness Homes to schedule an engineer to review. Inverness Homes is agreeable to schedule an engineer to evaluate the floor in accordance to the industry standards. This scheduling is normally 1-2 weeks notice with the engineer. Please provide a few dates and times in the next 2 weeks that are convenient for the customer. Inverness Homes will make every effort to schedule the engineer on one of those dates. Thank 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 [redacted], and find that this resolution is satisfactory to me.
I am not releasing my claim but accept the Inverness offers of further inspection of the insulation by the contractor, as well as an inspection of the fireplace by the manufacturer's representative. I will await contact from these individuals. Thank you for your assistance.
Regards,
[redacted]