Journey Homes LLC

Complaint: [redacted] I am rejecting this response because:I sincerely appreciate the prompt action of Journey in resolving the paint and siding issueThe only reason I am rejecting this is because we have received a letter from Journey stating that they will fix the concrete of the front stairs and fallen landing out of good faithWe and sincerely hoping that this is a commitment that they will follow through onThus, we request to keep this claim open until the work has been done on the front concrete stepsJourney has not agreed to replace the driveway, and we have received many estimates from licensed concrete business this week and all of them have told us that the entire driveway needs to be replaced, and cannot be resurfaced as it is in such poor conditionEstimates for this work will cost us between $7500-I will again reiterate that the condition of our concrete is in much poorer condition than that of our neighbors poured on the same day as oursOn the day our driveway was poured in December, I watched and saw they go down the line to pour our drivewaysMy home was the last to be pouredOurs is also in the worst condition in the line of homesI believe that the workers were tired and that the workmanship was lacking partially due to thisWe are very disappointed that they will not replace this.In regards to all other warrantied items being complete, this is not the caseThere is a final warrantied item that was never addressed• [redacted] The basement concrete was never sealed (and there is a large hole in the floor) that was never addressed though filed in a claimThere is a hole in our basement floor that is not sealedWith the radon mitigation that was installed due to the high levels of radon in our basement, the inspector said that all the cracks should have been sealed with the radon mitigation, and that the hole in the basement floor should be sealedIt is a hole that goes down at least a footWe are sure that this is most likely the bathroom rough in, however this whole should be sealed until we finish the basementThis has never been addressed and again, was filed on within the warranty periodIn regards to contact, I have received a message from the Journey's lawyer who did call yesterday while I was attending my graduate classAs a teacher I am limited in time to respondI will be returning that call on my lunch break todayEvery time I have tried to call he is out of the officeThank you for keeping my claim open as we work through final resolutions to this claimRegards, [redacted]

Please see attached letter Copy will be sent to the homeowner.December 21, Revdex.com SCounty Rd5, SteFtCollins, CO RE: [redacted] **, [redacted] Revdex.com ID No [redacted] To whom it may concern, I am in receipt of Mr [redacted] 's Revdex.com's website communicationThe home was purchased on January 30, and the Limited Warranty Agreement signed by Mr [redacted] at closing expired on January 30, (see attached)Our records indicate that during this one-year warranty period, Mr [redacted] made claims on warrantable items which were all addressed and signed off by Mr [redacted] He did not make any concrete claimsAs stated in Paragraph of the Agreement for Purchase and Sale and Paragraph Fof the Limited Warranty Agreement, concrete flatwork is not covered under our warranty program.As always, Mr [redacted] is free to contact the office to discuss this issueRespectfully, Larry SB [redacted] Enclosure cc: [redacted]

Complaint: [redacted] I am rejecting this response because: Revdex.com, it is a blatant lie that Journey Homes tried to contact me via telephone (I can pull my telephone records if you'd like to see my incoming calls) I was not once contacted via telephone or email for an entire week I was ignored for a week until I had cc'd who apparently is the General Sales Manager This was the point of contact on the Revdex.com's website, and the only higher level person I could contact Like I said, I was contacted within an hour after including the General Sales Manager Furthermore, Revdex.com, you can clearly see the motif of Journey Homes pointing fingers instead of taking responsibility Journey Homes claims that the side of the house sank over inches because I didn't landscape This is simply false It happened because the backfill compaction was insufficient I have attached a picture of the defect, so you can see for yourself.Nevertheless, what I want out of this is for the concrete pad to be replaced I am willing to wait until Spring of 2016, but I want this guaranteed in writing My fear is that Spring will come and Journey Homes will continue to indefinitely postpone it (keep in mind that Journey Homes had all summer to replace the pad, but neglected to do so) Once I have a written guarantee that the concrete pad will be replaced in Spring 2016, I will accept the response Respectfully, [redacted] ***

[redacted] Journey has resolved my issue promptly and efficiently

While the homeowner my reject the response, I would respectfully remind the homeowner that flat work is specifically excluded from ANY warranty This is clearly defined in the Agreement for Purchase and Sale dated August 4, ("Agreement") paragraph 14.C See the attached Agreement The Agreement is signed by the homeowner Note that the cited paragraph is in bold, all cap font, so that a buyer cannot later claim they had no knowledge of the exclusion Additionally, concrete flatwork is again specifically excluded in the Limited Warranty Agreement Dated November 16, ("LWA") and signed by the homeowner at closing Please refer to paragraph which excludes pitting, scaling and/or spalling After inspection, any work which we would agree to complete would be in good faith and not required by warranty It is important for the homeowner to understand that they have already signed and acknowledged the concrete exclusion pursuant to the Agreement and LWA and we are not obligated to do any concrete work either contractually or by warranty Sincerely, [redacted] General Counsel

[redacted] Hi there - The business wrote back and said they would be contacting us by 9/to work this out and we have yet to receive any type of communication from them which has been the reason I filed the complaint to begin with I am unable to reply to the complaint now Can we log This? Sent from my iPhone

I stand by my previous statement that this frozen hose bib is a result of a hose being left on during freezing conditions and is not covered by the Journey Homes Limited Warranty Agreement.I will offer the following proposal to resolve the issue Once the [redacted] pay $to [redacted] to replace the hose bib, Journey's Customer Service Manager will schedule, manage and pay for the balance of the repairs Journey will will provide drywall patching, paint and management to complete the repairs Cleanup as needed

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

RevDex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Regards, [redacted]

My name is [redacted] and I am the General Manager for Journey Homes Colorado Springs My Warranty Manager, ***, got an emergency call from this homeowner on Sunday [redacted] responded to the home to investigate the source of the water leak Holes were made in the drywall so the source of the leak could be viewed and it was found the rear hose bib had froze and the copper had split Frost free hose bibs will not freeze unless a hose is left attached and it freezes or it is not installed properly The most common cause of a hose bib freezing is when the homeowner leaves the hose connected to the hose bib and the water cannot drain out and then freezes This information is given to all our homeowners during our homeowner presentation and walk-through prior to closing It is the homeowners responsibility to remove the hoses from the hose bibs and to make sure the hose bibs are safe during the winter months [redacted] communicated this information to the homeowner This kind of situation is not covered by the Journey Homes Limited Warranty Agreement [redacted] reported to me about the frozen hose bib and that the homeowners were not happy that he was unable to warranty the repair I asked [redacted] to scheduled an appointment so I could inspect the hose bib and to make sure it was installed properly The inspection was 8:am Friday 1/16/ The hose bib was properly installed and insulated The siding on the exterior is installed properly and there are no gaps or holes for air infiltration Everything concerning this hose bib was constructed properly The only way it could have froze is by leaving a hose connected during freezing weather and as such it is not covered by the Journey Warranty [redacted] who currently works as the plumbing subcontractor for Journey Homes has priced this repair at $ The drywall will need to be patched and painted I am sorry but this repair is not covered by the Journey Homes Limited Warranty Agreement Journey can provide access to our contractors but the work will have to be paid for by the homeowner

Our Warranty Specialist conducted a site visit with the homeowner Items have been logged and are in the process

Complaint: [redacted] I am rejecting this response because:Warranty outline said flat work is not coveredThis is not flat workIt is structural I have had three different concrete companies look at the issue and all have told me that it needs to be ripped out and replacedMy claim back in July was filed and I did not receive any response from JourneyThis is not a minor CrackMy steps separating from the homeThis is completely unacceptableI have had many neighbors with the same issues that Journey had to come back out to correctMy claim was filed before the it expired, no one respondedRegards, [redacted] ***

The homeowner has misstated facts and failed to disclose important information The homeowner purchased the home on 8/2/ The one year warranty period expired on 8/2/ The Limited Warranty Agreement ("LWA") signed by the buyer at closing specifically excludes any warranty for concrete flatwork The Agreement for Purchase and Sale signed by the buyer also specifically discloses that any and all concrete flatwork is excluded under the year limited warranty On 9/3/14, after the expiration of the warranty period, the homeowner submitted a Warranty Claim Form for concrete The claim was denied because the claim was out of warranty and was not covered by the LWA On 2/25/15, over months after the expiration of the limited warranty period, the buyer submitted a second Warranty Claim Form for concrete flatwork On 3/6/we sent a letter to the homeowner stating that the warranty period had expired on 8/2/14, but in good faith we would INSPECT the concrete but not waive any rights under the LWA and we were not obligated to complete any work After the inspection and review of the claim history it was determined that the claim was not covered under the LWA On April 6, we sent a letter to the homeowner denying the claim and explained the basis on the denial I have consulted my staff and they have assured me that they treated the homeowner fairly and respectfully The allegation regarding apartments and or installation process are inaccurate and have no bearing on warranty decisions No further action is warranted

A letter was sent to the homeowner See attached copy This is not our customer This homeowner did not purchase the home from us

Complaint: [redacted] I am rejecting this response because:So the list was cute; the paperwork I got looked pretty professionalSo where is that professionalism when it comes to building a home and getting repairs done? I'm still waiting patiently for action to be takenRevdex.com, do you do anything? Or do just sit behind a desk; reading these emails between the two of us? I thought you said most complaints get taken care of in a month? Again I'm still patiently waiting Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I know that almost all of our neighbors and fellow journey home buyers in our neighborhood have had the same issues we have and they have had their driveways replaced. I watched two of my neighbors have theirs done. If journey is hiring subcontractors to do the concrete work they should be following up and making sure the work is done accordingly. Although it is in the contract about a limited warranty on the concrete our claim was filed well before he warranty term was up. But continuously ignored by the company. It's pretty sad that a company can't stand behind the work they do and if they don't want to take responsibility for the problem then they should hold the concrete company they subcontracted out to fix the issue that they created. An entire side walk should not be falling off the foundation already after two years period if it was done properly. As well as the contractor shouldn't be having the workers walk in wet concrete if they knew what they were doing... it's unbelievable that a housing company is so irresponsible and unethical about their work. I'm a business owner and I cannot believe the lack of customer service. Regards, [redacted] ***

In response to Mrs. [redacted] ’s claim, Journey completed an onsite inspection of the siding. The siding has been repaired. The claims regarding the painting have been scheduled for repair. While we acknowledge Mrs. [redacted] ’s concerns and are always concerned with customer satisfaction, both of the parties here are bound by the contractual obligations established in the Contract to Buy and Sell executed by the parties on 12/22/2***, including the express disclaimer as to flatwork. The parties to that agreement are bound and must depend upon the contractual obligations established under the contract. As a non-warrantable item concrete can be reviewed on a case-by-case basis but will not be done through the BBB. Journey Homes will contact Mrs. [redacted] for further discussions, but considers this claim to be closed. Tell us why here...

Complaint: [redacted] I am rejecting this response because: We've been told the concrete company will be contacting us for over a year now! Phone calls and emails to Journey homes have all went unanswered prior to filing a compliantWhen the work is actual done, I will be satisfied Regards, [redacted] ***

Again, Mrs*** is not the original purchaser of the house. Journey Homes does not have a warranty obligation to subsequent buyers. However, in good faith I will contact Mrs*** to discuss her concerns. Larry SB***, J.D

The concrete was not improperly installed. I have attempted to contract the homeowner on numerous occasions. The homeowner in turn has also left messages.The homeowners warranty expired on August 29, 2014.The claim in not covered under the warranty program. Please see the attached letter.August 25, 2015 *** & *** *** *** *** *** *** *** ** *** Dear Mr& Mrs***, After further review of the warranty claim history, your concrete claim on the front porch area is not covered under our warranty program. Our records indicate that your one year warranty period expired on August 29, 2014. As stated in the enclosed letters dated August 29, and August 3, 2015, concrete flatwork is not covered under our warranty program Please refer to Paragraph of your Agreement to Purchase and Sale and the Limited Warranty Agreement you signed at closing