Ivory Homes Ltd

It’s been 10 months since we closed on our Ivory Home inSouth Jordan Utah. Ivory refuses to repair the peeling pain n our front doors. We noted the peeling paint on the walk through and were told it would be repaired. We also have concrete splatter all over our door jams. Ten months latter, still not fixed. Our 611,000 home looks like a in belongs in a slum. Ivory Homes ant an inspector out named Jeff Bath who said he doesn’t care.

Dear Revdex.com: When this homeowner purchased her home, she was given the Ivory Homes limited warranty and encouraged to read this document to become familiar with the warranty guidelines Section number provides the warranty guidelines regarding cracking in concrete foundation walls Our warranty representative also inspected the wall Even though the wall cracks did not exceed the warranty tolerances, out of discretionary customer care we repaired the cracksThe importance of keeping water away from the foundation wall was also discussedSection number addresses ground settlement Ground settlement of up to is common and should be expected Homeowners are responsible to monitor settlement around the foundation and to maintain the grade away from their home so water is not permitted to pool by the foundation wall If water is allowed to stand next to the foundation wall, penetration can occurThe homeowner placed gravel around the foundation of the home which percolates water down to the grade rather than shedding it away from the home We would suggest that this homeowner remove the gravel on the outside of where the foundation wall is cracked and to add and compact soil as needed to create a positive slope away from the home.Liz W [redacted]

Before receiving this compliant, this issue was resolved with the [redacted] While this issue is resolved, it is important to note the home in question was under construction at the time the [redacted] went under contract Several field changes had been made to the home that were not represented in the plans initially shown to the [redacted] When the discrepancies were brought to our attention, we met with the [redacted] and explained the changes and offered the option to refund their deposit and cancel the contract if they were unhappy with the changes However, they opted to continue through the process There has not been “bait and switch” as claimed To the contrary, a lot of time and resources were dedicated to customize a home under construction We wish the [redacted] the best of luck in their housing search

Several managers have recently been in contact with Mrand Mrs [redacted] in an attempt to address their concerns Upon receipt of this Revdex.com complaint, we immediately reached out again to the ***' We quickly arranged for a cleaner to come to their home; however, we were directed to not do anything further and to not enter their home, and that they are seeking legal counsel Unfortunately, there is nothing further we can do at this time to address the ***' concerns if they will not allow us to complete work

Dear Revdex.com: Out of discretionary customer care (not out of any contractual or warranty obligation), we sealed the crack in the concrete where water had penetrated It is a homeowner’s responsibility to maintain the grade away from the home so that water does not sit against the foundation wall Please reference the sections from the Ivory Homes Limited Warranty from our initial response for more detailed information regarding homeowner and builder responsibilitiesLiz W [redacted]

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey have made contact with me and have guaranteed that the framing will be fixed and they will fix all the floors including the bedroomsI hope we can continue with good quality as I know Ivory can do and as they advertise from now until completion Sincerely, [redacted]

Thank you for allowing us an opportunity to respond to Mr [redacted] ’s concerns We have had on going dialogue with Mr [redacted] regarding his garage Mr [redacted] was provided a 3-car garage with his home, and nothing further is owed In an effort to increase his satisfaction with his home, we have made a number of good faith offers purely out of customer care Unfortunately, Mr [redacted] has rejected these offers and has demanded additional work beyond the scope of the purchase agreement As additional background, during the pre-construction meeting, there was an in-depth discussion regarding the garage It was explained that based on the slope of lots in the subdivision, the garage would require additional steps into the home and that the increased number of stairs could affect the parking space within the garage for larger vehicles Additionally, the option to add square footage to the garage was presented and discussed Mr [redacted] opted to add width to the garage, though not depth to the garage Mr [redacted] expressed concern about expanding the depth of the garage due to the extra cost of extending the bonus room above as wellFurther, Mr [redacted] contends the garage bay in question lacks in space to fit a small compact car Field measurements were taken of Mr [redacted] ’s garage and stairs as built Based on these measurements, not only would this bay fit a small compact car, it will fit many of the more popular cars on the road todayIn conclusion, Mr [redacted] has been provided with the product he purchased, including a 3-car garage Since all customer courtesy offers to date have been rejected, there is nothing further that will be done regarding Mr [redacted] ’s garage

Dear Revdex.com:We have met industry standards for the overhead garage door, tile work in butler’s pantry, bowed wall by cold air return, and ceiling in the fruit room.We have made all repairs that were discussed with the homeowner and the only remaining item to complete is to repair the community fence in the backyard In addition, we will be adding rain gutter to the front of the home out of discretionary customer care.Liz W [redacted] Customer Care Manager

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 Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Initially when Les the superintendent came in and I showed him the insulation on the floor his solution to this matter was to clean out the vent with a shop-vacI said no and that the vents needed to be inspectedHe just said okay and leftYes cleaners were scheduled to come but this was only after we made several calls and it was a day afterWe did not allow Ivories cleaner because the last few contractors that were sent to clean did a terrible job, in the home we had to do our own clean and sweeper up piles and piles of saw dust and construction debrisAt this point my son is having trouble breathing due to the insulation flying around the houseHe's nine months old, so yes we are seeking legal counsel Sincerely, [redacted] ***

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 have a number of warranty issues that need to be addressed and will continue to work with Ivory Homes to have each issue resolved Thank you Sincerely, [redacted] ***

Dear Revdex.com:We have met twice with our customer in follow-up A scope of work for repairs to be performed has been established Scheduling is currently in process.Liz W [redacted] Customer Care

Revdex.com:Although this is redundant and I am confident Ivory homes will yet again not honor warranty commitments made, and will not fix damage they caused to my property in the post construction phase, I'm willing to give them one last chance.I'm available on Fridays between 9:am and 2:pm I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Dear Revdex.com: The original chain link fence referenced in the complaint was approximately one foot to one and a half feet onto our property Even though this original fence and a shed was encroaching over the property line, in an effort to be a good neighbor, we contacted the property owner before removing the fence and shed We then installed a new vinyl fence on our property, not on the neighbor’s property Over the years since this new vinyl fence was installed, some of the fencing has been damaged and as of today all repairs to this fence have been completed Should our neighbor choose to install a different style of fence, it can be installed on his side of the property line Liz W [redacted] Customer Care Manager

We do regret any miscommunications; however, the final construction grade was complete at the time of our response The dirt piles referenced are not on Mr [redacted] ’s property; rather, they are on a neighboring property Perhaps there is some confusion regarding lot grading and drainage – additional information can be found in the Ivory limited warranty handbook in section

Complaint: [redacted] I am rejecting this response because:Even though we have been working with Ivory Homes for over six months on this issue, they still have not recognized the full scope of the existing problem, let alone offered a reasonable resolution Following our complaint to the Ivory Homes warranty department that shower tiles were separating from the wall, a subcontractor was sent out to remove and replace the tileDuring the removal process, wet moldy underlayment was revealed as well as a punctured shower pan.The contractor explained to me that he was only authorized by Ivory Homes to replace the tile and was not able to remove the wet moldy underlayment or shower pan without further instructionThe contractor offered to install new tile on the damaged underlayment and I refused this offer as this solution did not resolve the underlying issue, and would have resulted in further damage over time.Since this time, Ivory Homes has made no effort to determine where the shower construction has failed or to determine the extent of damage due to water and moldWe have learned that the tile underlayment was not installed according to Utah building codeLarge gaps, improper orientation and the absence of a vapor barrier in parts of the shower have allowed moisture to penetrate into the underlayment causing it to warp, mold and push tile off the wall.Ivory Homes most recent offer following our complaint to the Revdex.com was the same $3,as before with the addition of a required covenant of confidentiality which would prevent us from speaking to anyone about our bad experience or inadequate settlement with Ivory HomesWhile $3,is a sufficient amount to replace the tile, we have obtained bids from several contractors and it is not nearly enough to cover the removal and replacement of the improperly installed tile underlayment, punctured shower pan, and remediate any damage caused by water and mold.Unless Ivory Homes is willing to hire a reputable contractor to replace the tile and correct the underlying problems that caused them to bulge in the first place, or provide us with enough funds to hire the job out ourselves, we will refuse their offer and maintain our right to speak of this experience Sincerely, [redacted]

Dear Revdex.com: Thank you for the opportunity to respond to this complaint We are currently working with this homeowner regarding their concerns The first contact we received from this homeowner was on August 3, They were contacted promptly and work orders were issued I contacted the homeowner promptly when I received this complaint (August 10) and the first appointment for repairs is scheduled for later this week We will continue to work with them until warrantable work is complete Liz W [redacted] Customer Care

Ivory Homes disputes the factual statements in Mr. [redacted] 's response and stands behind its previous explanation. Unfortunately, Mr. [redacted] has misinterpreted Ivory Homes' efforts to satisfy its customer, over and above its contractual requirements, as an admission of fault. Mr. [redacted] has now engaged legal counsel and Ivory Homes will now respond to his counsel as appropriate.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have discussed this issue with David Z [redacted] as directed by Ivory Homes and we have found a resolution that is satisfactory to me Sincerely, [redacted]

Dear RevDex.com: We have contacted GE and they are in the process of replacing the microwave and upgrading and replacing the double ovens. We apologize for the inconvenience this has caused our customer. Liz W [redacted] Customer Care Manager