K. Hovnanian Homes

I’d give KH products a 4 or 5...however due to sales associate I had to give them a 2. My wife and I were excited to visit Glenn Riddle in Berlin MD. The communication prior to arrival was professional. Once we arrived we were treated by Mike one of the Sales staff. We visited a model and he surprisingly did not know basics like who made the windows cabinets etc. We then visited a few lots and found one we loved. We picked the model and Mike gave us a price. After our 3 hour ride home we decided to make an offer. Since we had no buyers agent (they normally take 2.5-3% commission we deducted that and about 15% of options and made an offer. Mike came back with a best and final that was below the 3% that Thayer would have had to pay if I had an agent. We came back with a another offer and this is where is got unprofessional...his message back was...I’m off today and no matter how many times you ask the price will not change. We were very close on a 500k plus home. We walked away of course. I hope this is not a normal situation for K. Hovnanian sales teammates. We may disagree on price but we must act professionally. I even sent a local KH VP a nice email complimenting Mike...then got the last message. I would NOT recommend Mike as a sale associate if you are looking at Glenn Riddle. In these time of COVID and competitive pricing companies cant afford to walk away from guaranteed cash sales.

We regret that the Consumers had a poor experience at the design center and when making their selectionWe work hard to create a process that is clear and informativeThat process starts with the sales person and includes the design center personnel and the sales managerFor the vast amount of our home purchasers our process works wellIn this case, the Consumers were not satisfied and chose to end their relationship with the CompanyWe respect their opinions and their decisionWe do feel strongly, however, that our personnel acted appropriately and provided the information necessary to understand the process

February 21, Re: Rock Springs Reserve lot COE 12/6/After review of the service history and requests made by the homeowner during and after the warranty period, I found that the homeowner submitted request regarding the air conditioning system and water heater on April 22, The complaint was that the water heater pan under the water heater was full of water and that they found oil under the ac unitThis request was initiated months after close of escrow and months out of the year warranty on such items At the time of this request, the homeowner was advised that they were outside of the one-year warranty but were within the year workmanship and manufacturer parts warranty for these itemsThe owner was advised to contact the appropriate contractors directly for further determination and action and to potentially utilize the extended parts warranties by the manufacturersSince this request, there has been no further communication between KHovnanian Homes and the Homeowner Any action taken after the time of the request on April 22nd 2015, was between the homeowner and contractor/manufacturer directly and we were not notified or involvedIn summary, KHovnanian Homes had fulfilled its warranty obligation of providing a year warranty on both the water heater and air conditioning systemsMichelle L [redacted] Director of Quality Services and Compliance - AZ Division KHovnanian® Homes [redacted] Phoenix, AZ

The manufacturer of the siding has established a website at which claims for defective siding can be made. The link is located at: http://www.certainteedfibercementsettlement.com/hc/en-us. The Builder did not manufacture this product, and feel that the problems experienced by the
Consumer are related to manufacturing defects and not related to installation

The claims made in this matter by the Consumer are inaccurate and incomplete. In the week prior to the scheduled closing of the home, the Consumer made claims about several items that were not consistent with the terms of the contract signed between the Company
and the Consumer. The Company was unwilling to renegotiate those items and the Consumer indicated their intent not to complete their purchase of the home

Our contractor received a text confirmation from Mr*** today that there is no more roof leakingThe last leak was merely a small amount of water blowing thru the water heater vent cap and going down inside the vent pipe and landing on top of the water heaterEven though this is not really a
problem, our contractor agreed to replace the vent cap with a larger oneThis was completed on 11/Our contractor has confirmed with the Consumer that all of his roof caps and boots will be properly painted tomorrowThe three previous leaks were all repairedThe roofing contractor has already checked the rest of the roof for any more potential problems
The front porch brick column was a little out of plumb, but has been rebuilt plumb
All of the Consumer's previous service requests were completed promptly and acknowledged in writing by the ConsumerOur painting contractors have visited the home time since closing to perform paint and other touch ups inside the home
The water stain on the master bath ceiling was very faintThe Consumer declined our offer to take care of itThe Consumer also declined our offer to replace the master bath ceiling light (a 6" globe), saying that he wanted to buy his own
We have not been told nor are we aware of any moisture issues at the back door, cracks in garage drywall, nor uneven fascia cuts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Hello, as requested by The builder, I'm enclosing a copy of the house inspection where is stated the problems that I have with the house, one is cement boards broken and the other a re caulk of a kitchen window frame

Under the terms of the Consumer's agreement with the Company, the Consumer promised to close on the purchase of the home when the home was complete. The construction of the home is complete, but the Consumer has been unable to close. As a result, the contract with the Consumer has been
cancelled

The Company's warranty and construction personnel have been responsive to the Consumer's warranty requestsBased on the Consumer's most recent response, however, it is fair to say that there is a difference of opinion on this issueIn any event, according to the account provided in the Companies prior response to the Consumer and the records of the Consumer's past and current warranty requests, all prior and current requests either have been completed or are soon to be completedIf the Consumer has any new requests for warranty service, then the Company strongly recommends that the requests be itemized and submitted to our Homeowner Services Department in writing so that any disputes related to the Company's response times and actions are fully documentedPending any such new requests, the Company will take no further action beyond completing the warranty items already submitted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the company provided no proposed action. The representative sent a generic corporate rebuttal with no specific explanation whatsoeverI will file complaints to the *** *** *** *** and *** *** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I find the typical cavalier attitude of Brighton Homes to be condescending and completely and in line with their typical bad customer service practicesLet me recap all of the things that I have dealt with since I moved into my home in May of Within the first week of living in the home I had a garage mold that was coming off over the garage doorAfter multiple calls and texts to get someone to come and repair I finally was given the opportunity to meet one of the builders in true form which sparked my curiosity of how my home was constructed when I caught him up on a ladder applying supper glue to the mold to get it to affix the the other piece of woodNow I am not a contractor nor a builder but I even know that super glue was probably not the best repair for the issueIn typical fashion the mold separated again this in turn had to be remedied another (third time ) after they figured it best to use a nail . I also noticed in the master bathroom that the molding over the bathroom door was pieced together and not done properlyThe repair order was called in weeks later the repair team came to fix the mold and told me that in order to repair the piece of molding that the whole entire side would have to be torn out and rebuilt and that if they were me they would leave it be because the wall would never look the sameIn another few weeks I was outside and noticed the brick pillar was tilting on the front porchI find it comical that Brighton says it was "slightly out of plumb"It was so tilted that it was actually not matching the same contact point on the top and bottom contact points on the ceiling and floorI called an inspector who came out to verify that this in fact was something that needed remedied and I was given an affirmative yes.A few weeks later I lost all hot water in the sink in the kitchen , I had to call once again to seek assistance from ***/ BrightonThey sent over a plumber to remedy this problemTo this day I still do not get the adequate amount of hot water that I should in that sinkMy master bathroom faucet was leaking and continues to do so as I have just learned to live with it. The repairman said if I just jiggle the handle a few times this should helpJiggle the handle? Jiggle the handle on a home that I spent 175,for? Doesn't seem quite right does it? Moving on to this mysterious "times painter visit"I can recollect times that the painters have been outThe other times they have left paint for me as I figured I had better have the paint on stand by for small repairs that's seem to ariseIn lieu of calling them for everything that happens and getting frustrated by their lack of compassion in not returning texts or calls for days or weeks if at allIts truly hurtful and to top it off it I am scaredTo circumvent back to the brick pillar that was rebuiltthey did in fact come out to rebuild it however, Its now is a bit out of plumbIt was a lot out of plumb last timePictures are available to prove thisI received no apologies, no compassion not a thing over the unprofessional frustrating way this was handledNow we get to the roof problemsWhat really upsets me in the responses that Brighton had for me on this site was that it was a "mere leak" that's not even really a problem?? Seriously? Not really a problem? The first leak was so bad that had to call in sick from work to empty buckets of water to avoid anymore damage that was possibly going to haveI lost days of work for a total of $dollars that I will never get backI was not given the option of assistance in repainting the ceiling, and I am sorry it was more than a "slight stain" mold inspection and repairing the lightI was given the paint and that was thatThe new light had to be rewired to to rust that formed and then eventually replaced at a cost of $. Leak was from the pipe coming from the furnace unit and pipeThis leak was so bad that it drained right into the center of my furnaceI called the warranty company for two days trying to get helpI finally got a call back from the builder saying that he could not do anything because it wasn't his fault and that I would have to get the assistance from themKeep in mind now my attic is wet , My furnace is full of water and the response I get is"its not our fault we cant help you" Imagine my shock. Leak number As it started it may have been "mere" as they say which then turned into a complete messCompletely flowing over my hot water tank, onto the floor and collecting at the baseLeak number was a recurrent one from leak number one and then leak number was a leak the was recurrent of leak number All documentedIn no way shape or form would I call any of theses leaks a "mere' or minor normal" leak as it was called in their responseIts a new home it should not be leaking periodTo my knowledge new homes and new roofs should not not be leaking .I noticed a few weeks ago that the back door was moist around the base of the door (discolored interior paint and wet spots) Come to find out it was installed improperly and had to be repairedby meNow I have noticed a crack in the drywall over the interior garage door. The builder was out the other day to take pictures of all new issues and I find it very hard to believe they were unaware of these new issues at the time I received this response from them.In typical fashion I am sure it will take weeks to repair the new itemsAs you can imagine I am up to my eyes in frustration with ***/ Brighton. In regards to uneven fascia boardsall they have to to is look at the front of the houseIn addition to that there are many areas in the back of the home that were supposed to be painted again that were not doneI have two areas where the trim is separating and need repaired, caulking around windows that have crackedI have had a window that had to be replaced already due to improper installation. I have spent hours upon hours on the walls on the interior of my home repairing surface cracks and thingsSpending my own money on supplies and doing it myself to avoid the frustration of awaiting a call back from the builders.The shingles around all repaired areas of the roof are curled and they tell me the heat from the sun will flatten them outI find that this is another attempt to appease me and get me to just forget about itTruth be told if the shingles do not flatten I want them replaces again.This home was supposed to be my dream homeI saved for many years to buy a home like thisI am proud of my things, I work hard for my thingsI have such a hard time paying on a home that has been such utter nite marePleases understand my frustrationI have had an insurmountable amount of troubles with little or no backingI will never see the $I lost for calling in sick for for work, nor will I ever see the over $in money spent on doing repairs that I shouldn't even be doing on my ownWord of mouth is very strong thingI have two neighbors that have been dealing with the same type of issuesGetting the same run around by companyI am afraid to live here after the warranty, I have lost sleep, I have anxiety, I worry all the time about what I might have to face next hereI want my $back, I want my $that I lost in repairs that I have done myselfI will do anything in my power to make this rightIf I have to erect a sign on every street corner , If I have to take out an ad in the paper, if I have to put a sign in my yard warning people not to buy ***/ Brighton I will. I want my money back and I want help form them I am afraid of this houseI need help
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

The complaint by the consumer has been resolved.

Thank you for the opportunity to respond to this complaint.  Firstly, please know that this was posted to our Arizona Revdex.com site, not our DFW Revdex.com site.  If possible, it would assist greatly in the future if Revdex.com could forward to the appropriate Division.The home closed in June,...

2016. There was nothing on the Orientation paperwork or Delivery paperwork regarding a tree.July 4, 2016, a SR was submitted.  One of the issues was an irrigation problem, which was an issue in a flower bed.  It was a damaged drip line near the foundation. This was repaired.August 1, 2016 – Because the homeowner called the Manager to complain about a Homeowner Service Representative, the Manager agreed to have our trade re-inspect the sprinkler issue.  [redacted] Sprinkler looked at it, and it was operating as intended.August 24, 2016 – First notice of any problem with tree.  Homeowner stated the tree died because of the drip line.  The problem with the drip line was nowhere near the tree.We have received no communication regarding a tree for 1 year and 2 months.  It was not listed on the list the Homeowner turned in at the end of his first year of warranty. Lastly, as stated in our warranty manual, landscaping is not covered under our warranty as we cannot control the watering schedule after close.  Therefore, we will not replace the tree.

The Company's records reflect that the visits were made to the Consumer's home in August of 2104 and again in March 2015 to address the concerns that the Consumer has raised. Items under warranty were addressed at those times. Items that were a matter of homeowner maintenance, cosmetic only, or...

that were not covered by the Company's warranty were not repaired. Without a photograph or more detailed explanation of the matter, the Company will take no further action.

The Company's Homeowner Service Department has no record of any outstanding requests other than a garage leak and water standing in the back yard. The Company's records indicate that those issues were resolved with the Consumer prior to her complaints. We strongly urge the Consumer to follow the...

formal warranty procedure established by the Company so that all issues similar to the ones raised by the Consumer can be documented and addressed. At this time, the Consumer has not stated how the Company can respond and or what items remain outstanding. Once that information is received, the Company will document and address those concerns.

The Company has resolved many of the issues raised by the Consumer.  The remaining issues include the need for parts that have been ordered and should be delivered shortly.  The Company has contacted the Consumer directly and is hopeful of resolving the remaining issues soon.

As stated previously, the Consumer chose not to fulfill his obligations set forth in the Contract.  The Consumer's attempt to renegotiate the terms under which the Consumer will purchase the home have been unsuccessful.  The Company at all times complied with its obligations and any complaints or allegations to the contrary are denied.

We have reviewed the inspection report and noted those items related to the siding and windows as requested by the Consumer.  As noted in our prior response, it is our understanding that the siding issue arises not from any installation deficiency, but instead from a defect in the siding and its ability to respond to temperature variations.  We have already provided the Consumer to a reference to the website through which the Consumer can file a claim.  As for the window caulk, the Consumer's home is six years old.  During such a long period exterior caulking will typically degrade around windows and along expansion joints in the brick.  Maintaining caulk in these areas is part of each homeowner's ongoing maintenance responsibility.

We regret that the Consumers had a poor experience at the design center and when making their selection. We work hard to create a process that is clear and informative. That process starts with the sales person and includes the design center personnel and the sales manager. For the vast amount of...

our home purchasers our process works well. In this case, the Consumers were not satisfied and chose to end their relationship with the Company. We respect their opinions and their decision. We do feel strongly, however, that our personnel acted appropriately and provided the information necessary to understand the process.

February 21, 2017   Re: Rock Springs Reserve lot 190 COE 12/6/2013 After review of the service history and requests made by the homeowner during and after the warranty period, I found that the homeowner submitted 1 request regarding the air conditioning system and water heater on April 22,...

2015. The complaint was that the water heater pan under the water heater was full of water and that they found oil under the ac unit. This request was initiated 16 months after close of escrow and 4 months out of the 1 year warranty on such items.  At the time of this request, the homeowner was advised that they were outside of the one-year warranty but were within the 2 year workmanship and manufacturer parts warranty for these items. The owner was advised to contact the appropriate contractors directly for further determination and action and to potentially utilize the extended parts warranties by the manufacturers. Since this request, there has been no further communication between K. Hovnanian Homes and the Homeowner.  Any action taken after the time of the request on April 22nd 2015,  was between the homeowner and contractor/manufacturer directly and we were not notified or involved. In summary, K. Hovnanian Homes had fulfilled its warranty obligation of providing a 1 year warranty on both the water heater and air conditioning systems. Michelle L[redacted] Director of Quality Services and Compliance - AZ Division K. Hovnanian® Homes [redacted] Phoenix, AZ 85050