Ivory Homes Ltd

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 responsibilities. Liz W[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,
2015.  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

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 2.2.1 number 2 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 cracks. The importance of keeping water away from the foundation wall was also discussed. Section 2.2.2. number 1 addresses ground settlement.  Ground settlement of up to 12 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 occur. The 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]

Dear Revdex.com:We did follow-up regarding the paint.  In reviewing our records, our customer care representative spoke with Mr. [redacted] on December 1, 2017 and he indicated that he had taken care of this patch in the kitchen.  We then closed the file based on the...

homeowner’s discussion stating the work was complete.  If there was a misunderstanding, please let us know and we are happy to arrange for this touch-up paint work.  Liz W[redacted]Customer Care Manager

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]

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 Mr. and Mrs. [redacted] in an attempt to address their concerns.  Upon receipt of this Revdex.com complaint, we immediately reached out again to the [redacted]'.  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 [redacted]' concerns if they will not allow us to complete work.

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

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.

Complaint: [redacted]
I am rejecting this response because:My contract states that I am to receive a cold storage. In their response they said the term cold storage really doesn't mean cold storage it is just a construction term.. No our contract states that our house will have a cold storage, not a hot room. Every house on my street built by Ivory has a cold storage. They have failed to fulfill their contact So I am not satisfy with their response or actions. 
Sincerely
[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 me. They have made contact with me and have guaranteed that the framing will be fixed and they will fix all the floors including the bedrooms. I hope we can continue with good quality as I know Ivory can do and as they advertise from now until completion. 
Sincerely,
[redacted]

To be clear, the agreement that we would pay a landscape deposit of $2,500 to the city, and that Mr. [redacted] would receive a refund of the bond upon completion of his front yard landscaping was part of his Real Estate Purchase Agreement from the beginning.  This written agreement was never changed.  While we have honored our agreement by posting the bond, we are sympathetic to the confusion that may have occurred in discussions about landscaping.  While not out of any obligation, we are willing to provide some assistance to Mr. [redacted] as a customer courtesy.  He is invited to contact David Z[redacted] at 801-747-7000 to discuss.

Dear Revdex.com:   Unfortunately, many of the statements made in this complaint are not accurate.  We have been responsive to the [redacted]’ concerns.   I have been corresponding with [redacted] since January 17, 2017 regarding his concern with water intrusion into...

the basement.  This water intrusion is a result of a negative grade toward the home.  Maintaining a positive slope away from the home is a homeowner responsibility.   We have sealed cracks in the concrete to help alleviate this issue. The [redacted] have been advised to maintain the slope away from the home and to not let the sprinklers hit the home when watering to keep water away from the foundation.    On February 9, 2017 [redacted] emailed stating he was getting a contractor to come and look at the interior concrete.  I emailed him back on February 10, 2017 asking if he would still like us to look at his concern as had been previously offered.  He responded indicating he would be in contact after having someone else review his concerns.   This is the last correspondence I have had with the [redacted] until this complaint.   We are still willing to have individuals come and look at the Peterson’s concerns.  Please let us know a few date and time options when they are available so we can assess their concerns.   Sincerely,   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 first of all I never stated that ivory homes never responded to us. I said they did respond but wanted to do patch work. Second of all where my home has been leaking water into the basement is in the front yard where IVORY HOMES installed the sprinkling system and graded the property, because the entire front yard was already installed right before we moved in. Obviously we did the back yard and it does slope away from the house. The sprinkling system they installed Is only part of the problem. That doesn't explain why my porch is separating from my house and why there are massive cracks in the basement. I would never lie. So stating that what I have written is untrue is calling me a liar. Which is not only disrespectful it is also false information. I have said that ivory homes has come to my home several times but only wanted to patch things, not actually fix the big issue. That was after every excuse they could think of to try and make it seem like it's our fault because of some pop up (which is what she called it, in my front yard) which by the way Ivory also burried under neath the grass and we had no idea even existed. I am not looking for a hand out here but what I want is when I buy a $315,000 home I expect it to not fall apart within 2 years. I have personally seen my entire neigborhood get built and have seen how fast just the framing goes up. Literally I would see 4-5 houses completely framed in a day or two which mistakes happen when it goes that fast. It seems to me like every home builder is all about quantity not quality. We have had far too many problems with our brand new home and shouldn't have to pay for any of them. Frankly these problems shouldn't be happeneing at all especially for a new home. Like I said I just want what is right and that should be to have the things fixed that they couldn't do the first time the right way. I don't want to sue anyone or to get a free home, I just want what I paid for because what I'm paying monthly for a brand new home to fall apart is rediculous. Everything I have said is true. I have every email and photo of my home to show what has been transpiring between us and ivory. I'll accept someone coming here to cement the cracks in my basement and on my porch. If that will actually fix the issue. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:How can Ivory Homes dispute the factual statements, evidence, and pictures provided to help support the fact that I was not provided the product sold to me, which is a 3 car garage.  As you can see from the pictures provided, the garage will not fit “many of the popular cars on the road today”.   I cannot park a car in the first bay of the garage due to problem acknowledged by Ivory Homes and their construction manager.  From Ivory Homes last response, they have documented an admission of fault, however they have not provided a solution to repair or fix the problem created, or an adequate monetary settlement for me to go out and hire another contractor to fix the problem.  From my previous response, Ivory Homes has evaluated the situation, taken estimates of costs to repair and fix the problem, but will not share those cost figures with me.  Instead, Ivory Homes has offered a monetary settlement of $5,000 which will leave me with the same problem and not a space to park a 3rd car in my 3 car garage.  I bought this home from Ivory Homes with the intention of parking 3 cars in the garage and am unable to do so.My interpretation of “efforts to satisfy a customer” is to provide the customer with the product they purchased. And, if the product is admittedly faulty by the company (as it is in the case), then the company should take the proper measures to ensure that their customer is provided with the product that was sold and purchased, or provided the right and reasonable monetary compensation to fix the problem.  Again, Ivory Homes has admitted their fault in this situation, but is not taking the proper measures or efforts to fix the admitted problem created.  I just want to park a third car in my 3 car garage.  My hope is that Ivory Homes will do the right thing for their customer and fix the admitted problem.  
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

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 2.2.2.

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

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 well. Further, 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 today. In 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.

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]