Ivory Homes Ltd

Dear Revdex.com: We recognize that our communication with this homeowner could have been better. We are currently following up on the warrantable requests for this home. Thank you. Liz W***

We have carefully reviewed Mr***’s complaint. We apologize for any confusion regarding his responsibility for landscaping; however, our agreement is clear and unchanged from the initial landscaping agreement. From #of the Eagle Cove Agreement signed by Mrand Mrs*** on April
1, 2016, “Ivory Homes will pay a landscaping deposit of $2,to the City of Spanish Fork. The buyer will receive a refund of the bond upon completion of front yard landscaping...” We never agreed to install any of the ***’s landscaping. We have fulfilled our landscaping responsibilities by posting the $2,bond with the city

September 29, Dear Revdex.com: We have been working closely with this customer, even before we received this complaint. We have inspected the home on multiple occasions and have addressed items of concern. It is a beautiful home and we hope our customer enjoys it
Sincerely, Liz W*** Customer Care

Dear Revdex.com:Thank you for the opportunity to address *** ***’s concerns. We recognize our communication and follcould have been better. We will honor our contractual obligations as outlined in the Ivory Homes limited warranty. I will follwith the
individuals that have made commitments on repairs. I would also be happy to personally come and visit your home to review your concerns. If you would like to arrange a visit, please let me know a few date and time options that will work with your schedule. You can reach me at 801-747-7000.Sincerely,Liz W***Customer Care ManagerTell us why here

Complaint: *** I am rejecting this response because: This statement from Liz
W*** (Customer Care Manager for Ivory homes) is completely, without question, absolutely falseI quote her here: "When this home closed on February, a final grade could not be completed due to weather conditionsThe final grade has now been completed."My response to Ivory Homes, with the backing of BBC, is plain and simple, the final grade of the home is, without question, NOT completeI am not sure who communicates information from the Ivory Homes’ main office to their employees on the ground doing the construction (i.eIvory Homes' superintendent), but if someone was to ask him, the Ivory Homes' superintendent over my subdivision, at this very moment (as of April 5th, 2017), even he would tell you that this is not an accurate or a true statementFurthermore, I am even going to go outside, right now, and take a picture of my lot with my iPhone, and the date will show on the iPhone today's date (April 5th, 2017), and prove that my lot has not been completely gradedThe picture WILL evidently show that there are still piles of dirt over a few feet tall on my lot, so I am confused how Liz W*** could make this statementAgain, this statement from Liz W*** is completely statement and can be disproved by even asking members of the Ivory Homes' very own staffing/employee teamLiz W***’s statement also proves that communication from the Ivory Homes' main office struggles to communicate and accurately correspond with their team that actually does the work on the ground at the subdivision of the homes being sold by Ivory Homes.Sincerely,*** ***

Dear Revdex.com:The product that was used on the home that Mr*** previously owned may have some warranty coverage through the manufacturer. Mr*** was referred to the manufacturer, whom stated that Mr*** never contacted them regarding his concerns. Since Mr
*** was not the original owner and did not transfer the warranty and because he does not own the home presently, we do not know if the manufacturer will cover any of his out of pocket expenses. Mr*** is welcome to contact me at 801-747-and I will give him the manufacturer’s information so that he can discuss his situation further with them.Liz W***Customer Care Manager

Dear Revdex.com:We have been working with this buyer on the concerns she raised in her correspondence. We will continue to work with this buyer and address her concerns as we finish the building process. Sincerely,Liz W***Customer Care ManagerTell us why here

Thank you for the opportunity to respond
to this claim. While we dispute many of the facts presented in this
compliant, we have been in contact with the *** numerous times in an attempt to resolve this issue. Unfortunately, all
attempts that we have made to address the ***’
concerns have been rejected
Specifically, we have sent a subcontractor to the ***’ home on multiple
occasions to perform the requested repairs, but have been prevented by the
homeowners from completing the workFinally, after these attempts at repair
and remediation failed due to the homeowners’ own actions and after initial
negotiations broke down, we offered to pay the homeowners the cost of the
repairs so that the homeowners could retain control over the projectThe
amount offered by us far exceeded the amount that we would have paid a
subcontractor to perform the repairs as well as the total cost of installing
the original tile in the home, but was made as a customer-care effort to
resolve the matter in an amicable fashionAs stated previously, all of our
efforts and offers have been rejected flat out and therefore the matter remains
unresolved

Dear Revdex.com:When this home closed on February, a final grade could not be completed due to weather conditions. The final grade has now been completed.Liz W***Customer Care Manager

We will have a customer care representative reach out to this homeowner and assess their concerns

Complaint: ***
I am rejecting this response because: I believe they are totally in the wrong, out of your discretionary care to the customer, his repair did not work, it still leaks waterand for your other comment on ground settling, you did not move any rock to check for ground settling, unless you have xray vision, how can you determine if it has settled, I still firmly believe they did a lousy job compacting the dirt around the house and need to correct the problem
Sincerely,
*** ***

Dear Revdex.com:Thank you for the opportunity to address these concerns A Customer Care Representative and I would like to meet with the homeowner to assess these issues Please have him give us several dates and times (between 8:am and 4:pm Monday through Friday) when he could meet with
us and we will be happy to assess his concerns.Liz W***Customer Care Manager

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 as long as the repair is made in a timely manner of weeks from today's date of April 2, 2018. I must however point out to Ivory Homes that they never offered to have their own contractor do the work, which is the only reason that we sought out our own quote. I must also point out that yes Ivory Homes did lift the concrete the first time, but they were also told that lifting the concrete would not permanently fix the issue, and it also took months for them to respond to and resolve that warranty claim.
Sincerely,
*** ***

Our initial contact with Ivory was great the salesman we met in Stansbury was amazing and very customer oriented. However, we felt that the Eagle mountain Overland subdivision would better suit our family's needs. Our initial meeting with the agent there was less than desirable. He was put out to have to wait when our previous showings of other homes put us behind schedule. Upon arriving at the move in ready home we fell in love! It was just what we wanted. However, once we started to talk with the agent he was extremely condescending and treated us like we had no knowledge of the home buying process. This would have been our 5th home purchased in 11 years, our 4th new home. Not our first rodeo. Despite the salesman we decided to go under contract. We have a unique situation in which the state will be purchasing our home to do road expansion. We were very up front about this situation from the very beginning. As with any government deal things have gone slower than anticipated. When we discovered we would need to extend our contract, we immediately contacted the Ivory agent to see what needed to do to extend this contract. Again the agent was incredibly condescending and really didn't even want to see if they would grant us an extension. We offered an additional deposit and got the agent the documentation that he requested and waited 5 days. After which we had to call him to ask why we hadn't seen an extension addendum. It was only then that he did something. Throughout the process our agent and loan officer contacted the Ivory agent multiple times for information only to be put off by him. Again, each time this happened we had to contact the Ivory agent ourselves before there was any action from him. Additionally, we made some requests to have some things fixed in the home prior to our walk through. We emailed agent early in the process to allow for plenty of time to get these things fixed, only to again get absolutely no response. Then last week our independent appraiser (from our loan company) appraised the property we were set to purchase. The property appraised for $25,000 less than the purchase price. Ivory's response from the agent, "We don't decrease purchase prices." For 3 days we got nothing but BS comparables trying to justify their overpriced home. Never once did they throw out a number or even make any indication that they would be willing to adjust the price. We are set to close on our current home next week, we do not have time to sit and dawdle. In the end decided we would cut our losses and we walked away with nothing. They would not even consider refunding our earnest money unless the could coborate our story with the agent. Pretty sure he isn't going to admit he didn't do a fantastic job. Trust me this experience has really been alot worse than I have portrayed it. As a seasoned home buyer and purchaser of a almost half a million dollar home I felt that the level if customer service we received was not something you would expect more from reputable semi-custom home builder. Buyer BEWARE! Stear clear!

Dear Revdex.com: Thank you for giving us the opportunity to respond to this homeowner’s concerns.  There seems to be some misconception that the “cold storage room” is supposed to be cold.  This room is labeled “cold storage” not due to the fact that it should be cold but that this is the...

unconditioned space under the porch cap.  This term is used industry wide.  Out of customer care, we did install some vents so that humidity did not build up in this space.  The temperature variance in this room is beyond our control since it is an unconditioned space.  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.   Ivory has visited our home twice since the original complaint and they offered to replace all of our exterior trim.  We are very happy with the offer and feel that they are resolving the issue to our satisfaction. at this point.  They are having the work done through a different contractor than the one that originally performed the work (Elite Exteriors) and they have started some of the repairs on a couple of windows and I believe they are waiting for the rest of the necessary supplies to arrive so they can continue with the repairs on the rest of the house.  We are extremely appreciative of what they are doing for us.
Sincerely,
[redacted]

Dear Revdex.com:We apologize for the delay.  The work has been completed from our communications with our customer.  We believe he is happy with the outcome.Liz W[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-vac. I said no and that the vents needed to be inspected. He just said okay and left. Yes cleaners were scheduled to come but this was only after we made several calls and it was a day after. We 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 debris. At this point my son is having trouble breathing due to the insulation flying around the house. He's nine months old, so yes we are seeking legal counsel. 
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

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]