K. Hovnanian Homes/Northern California

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Will be home on fri oct 3rd They can come either in afternoon between 3-6pm
Will try to call and confirm as well

I tried to respond to the customer complaint on the website but I received an error message indicating the link for the complaint did not existI called the local office and they suggested I Email our response to you directly
Complaint #***:
RE: Tile color variations
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As the homeowner indicated in the complaint, they were shown a few samples of the floor tile prior to purchasing the homeAfter they purchased the home they complained about uneven grout joints on the floor tile during the new home orientation, but there was no mention of the color variationsApproximately a month and a half later they opened a warranty service request regarding the level of the grout joints, but again, they did not mention any color variation issues It wasn’t until after the two initial complaints regarding the grout joints that they finally brought up the color variations In response to their complaint we did some research and confirmed the samples that were shown to them were the correct tile, and we also confirmed the tile installed in their home is what they selected
The tile they purchased is a ceramic tile that is designed to look like limestone, and as such it has dark rings in the pattern that are meant to mimic the look of the natural stoneThese darker rings can be mistaken for the “coffee ground stains” that the homeowner is referring to in their complaintThis particular tile has several patterns that are digitally printed on the tiles and then they are mixed throughout the box to help provide the natural lookThis means a sampling of tiles may not completely represent the full range of color variations in the entire selection*** *** has a warning to this effect on their website and in their product literature From the website: There will be noticeable variations in color and movement between pieces
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We have contacted *** *** as well as the tile installer and there is nothing abor defective with the tile that was installed in the *** ***The samples shown to the homeowner as well as those shown on the *** *** website are consistent with the product that was installed in their homeThis includes the occurrence of the dark circular rings on the pattern that the homeowner is complaining aboutSince we confirmed the tile installed in the home is the correct pattern as were the samples that were shown to them prior to purchase, we have denied the claim to replace the tile
Supporting documentation including the copies of the original orientation report and the subsequent tile related service requests has been attached for reference
If you need any additional information please let me know,

I am rejecting this response because: I got a call from the builders agent Mr. [redacted] while I was at work .He asked me for visiting the house with his manager . I told him a day when I can be home but he said he cant come . I gave hiim my husband's numb and he called my husband Mr. [redacted] . My husband told him that since he is in middle of a meeting at work he cant talk but he called Mr. [redacted]  afterwards several times but he never responded . I also called him and left voice mail but he never called back . finally I emailed him  on sep 18th as follows:
Dear Mr. [redacted] ,
We really appreciate your effort in trying to visit our house with your
manager . Please give us at least 3 different days and times which
suits you the most and we will make sure that someone is at home to
welcome you .
We tried to call u several times since your last call and also left vm for you but never got any response back .
Neverthless, I am writing this e mail to you as a follow up.
Thanks,
[redacted]
[redacted]
[redacted]
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Please see attached sent e mail for confirmation . I am still awaiting a reply .
We still want them to visit our house and change tiles .
Thanks ,
[redacted]

Business states that they are meeting with the homeowner on Friday October 3rd. They are only waiting for homeowner call to confirm a time.

Business states that they have been trying to contact homeowner  to set up an appointment but have been unsuccessful. Business has not received response from consumer and has been unable to set up an appointment. Business is still currently contacting consumer. They would like access to the home so the matter could be re-evaluated and the necessary actions taken.

I am hereby posting my reply back from builders message which I only got on 8/22 as it was not e mailed to me and I called miss [redacted] and he forwarded to my e mail .
Complaint #[redacted]:
RE: Tile color variations
[redacted]
[redacted]
[redacted]
I reject the answer given by the builder . 
1. We were invited for a prewalk somewhere in march end . At the time, we were not even sure if we would be able to clear the tedious loan process and get the house . our whole concentration was on looking at the the electricals and basic stuff . The defect in the installation of tiles and uneven grouting was very very obvious so we had mentioned that in the first instance . That the tiles would have stains or look so ugly was beyond our imagination . Neverthless the house was dirty and needed cleaning even before we could comprehend the fact that floor has dark stains . Meanwhile we had house painted and the floor was covered with sheets from the painter.It  took us a lot of days after we had moved in the house on may 10  before we could  and realise the  difference between tiles shown to us and those installed at our house .We got these tiles installed as an upgrade to enhance the beauty of our home which costed us >1.1 million dollars . But, relatives friends and neighbours coming to visit the house commented -"dirty tiles , look s like painter left paint , coffee groud stains spilled !!" We reported the matter to the sales person at K hovananian on 6/8 verbally .We also mentioned it quite distinctively on the phone survey which they did just a few days later .  
 She (miss [redacted]) visited our house the same evening and assured us that she would contact the higher authorities regarding this issue . She even showed us a neighbourhood house with standard installation which looked quite cleanwith little or no variation .  
2. The tile samples shown to us none of those had such dark big stains . If it had been the case we would never have chosen this tile as it was not mandatory . On the contrary , we were explained that these tiles are porcelain level 6 tiles and are very very good as they cannot be stained easily and if anything falls /spills on them can be wiped off easily . Neverthless , there is no place for a chance spill stain as its already stained so badly . 
3. We waited for the higher authorities to respond to this matter very patientily for a whole 1.5 mths before we contacted Revdex.com . I agree that the name of tile matches the name of the tiles shown to us but just matching the name is not sufficient . Its like you are matching the model number and name of a fridge but delivering a fridge that does not work .  To a layman like me who knows nothing about construction - I dont know what a natural lime stone looks like . I even dont know that if tile is limestone beige it means its suposed to mimic a natural limestone  . I can only go by whats shown to me and that the tiles are so stained was not shown to me . I was not explained they are mimicking natural limestone and that natural limestone looks so dirty . 
4. Having a little bit of variayion in tiles or for the matter in any tiles /stones is acceptable but here it looks like the tile we originally selected is completely missing and all we gt is a varaition in colr /pattern which is like 99% of tiles and is totally unexpected . 
 4. In a time and era and in a country which boosts of customer satisfaction and almost evrything you buy from grocery to high end appliances you can return /replace things I believe K hovananian is far behind on customer satisfaction and as such does not care about a customer who has purchased a >1.1 million dollar house from them . 
I expect K hovanian  to be a responsible builder tackling with customer grieviences in a professional manner but they did not even care to inform us that finally after a whole 2mths of waiting they decided to do nothing , absolutely nothing for us . Quite a shame I must say -would never recmmend them to anyone ever .
Please respond back to this