K. Hovnanian Summit Homes

Although our contract is very clear about the deposit being nonrefundableK Hovnanian Homes gave a full refund to this customer.Tell us why here

We apologize for any inconvenience that has been caused by us at your home. Russ F* has responded to every phone call, email, and online service request. There are several items in the home related to the home drying that you have submitted to us and we wish to address with
you. In order to do that, Russ F*, is coordinating several trade partners as well as ordering material. I feel that Russ has communicated with you and that he is actively seeking your assistance to schedule appropriately.At this time we feel that we are actively working you to resolve any concerns. There are several ways for you to communicate with us in a way that may be documented both by our company and by you. You may log onto our warranty website ***. You may call ***, and you may email *** All warranty processes are described in our Pathway to Ownership binder that was provided to you. We also covered this as part of the New Home Orientation. If at any time you dispute our execution of the warranty, you may seek arbitration. That process is outlined in the sample warranty you received at time of contract and in the pathway to ownership binder. Your official copy was mailed directly to your home.Russ F* will continue to be your main point of contact. I am available at any time via email or phone as well. *** ***Sincerely,Bob K***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

*** has been provided the MI warranty on the windows. Information regarding condensation is readily available on their website as well as on any window manufacturer website. A representative from KHovnanian Homes *** *** ***r, has observed the condition. He has
accurately recommended that the owner lower humidity levels in the home. *** had a representative from ** windows observe the condition. That person made the same recommendation. The owner has been informed that if they still disagree with us (KHovnanian Homes *** they do have the right to seek arbitration. That process has been clearly defined in their Home Builders Limited Warranty

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. For your reference, details of the offer I reviewed appear below
How am I suppose to lower the humidity in my home? I run a dehumidifier for a year straight and still have condensation and snow and ice buion my windows. There is no adjustment on my furnace to lower or raise the humidity levels this is the furnace K Hovnanian installed. What more am I suppose to do when no other home is experiencing this problem?
Regards,
*** ***

We are in receipt of the complaint from [redacted] in reference to the property at[redacted] I would like to address her concerns as follows:l . Ventilation in both bathrooms — Each bathroom has an exhaust fan installed per code. As the builder we cannot be...

responsible for the variations in climate control, humidity, length of showers, etc. that can cause these issues. These are a direct result of the living conditions in an individual home. No Action Required.2. Molding (floor/door trim) to be replaced — The materials used were per our purchase agreement dated 2-15-15. No Action Required.3. Vinyl Flooring Replaced The vinyl flooring was torn after the home was occupied by the dishwasher installer. Our Quality Standards Inspection completed on 1-21-16 makes no reference to any flooring defects. We have our Pre-Closing orientation documents, dated 1-22-16, signed by the customer, showing that the home was turned over in satisfactory condition, without defects. No Action Required.4. Replace the shower door in the Bathroom. — Please refer to bullet #1. No Action Required.5. Repaint the house — During the construction of the home, Builders Premium Select was used to paint the home. [redacted] specifications call this out as a two-coat paint system that does not require a prime coat. Two coats of paint were applied to the walls per the manufacturers specifications. No Action Required.At this time, there is no action required from the builder, as all items were installed per our purchase agreement, manufacturers specifications and local building codes. Per the comments in item the builder will not be responsible for any damages occurred due to living conditions, standing water, excessive humidity, neglect or lack of homeowner maintenance. I would encourage the homeowner to contact our warranty department if she feels that she has a construction defect.[redacted]Director of Operation Services

Review: I contracted to have a house built by KHovnanian Homes, they finally excavated after waiting 6 months, poured the footers and walls and the entire foundation is setting 33" too low. There is a 4 ft. wall in place of a 6 ft. wall where the drawings clearly states 6 ft. Their response was you really didn't need that, but I was charged $5000. I would have needed it if the elevation was correct. I have been in contact with them since May 2014 and they are refusing to take any responsibility. After refusing to pay their draw for work done they are trying to rectify the situation by asking me to pay half of the cost to correct their mistake to a tune $10,000.00. I clearly have a contract with them that shows drawing elevations with grades and pre construction sketches dated and signed by both parties showing the elevation that the home should be set. I have had to hire and independent survey company to come out and shoot elevations and document these findings on a survey. It is a low side lot with a existing driveway coming off the road and you would fall down 33" into the garage. I thought you drive into a garage and not dive in!!!!! I can't be hooked into the existing sewage system because it is again 33 to 36 inches to low. Khovnanian can defy gravity with the sewage when they don't have to live there. Also most or all of the permits have expired or will expire within the next month a cost that I had to incur initially. There is approximately 1700' x 3' (5100 sq ft) of dirt that was excavated and placed all over the lot which should not have been removed, again they say they are not taking any responsibility.Buyers beware when dealing with Khovnanian homes. When you think you are getting a good or great deal be careful. The contract has so many hidden expenses that they just skim over and have you initial, saying this is just this and really doesn't mean much.My recommendation would be don't sign anything at their office and take the contract to an attorney to be reviewed.Desired Settlement: KHovnanian Homes needs to bring the house up a minimum of 33 inches, spread all the extra dirt around and final grade all the areas around the foundation and surrounding area. Take all steps necessary to get hooked into the existing sewage system and provide all labor and materials and permits to correct this situation at their expense and not mine. This is only the start of the process, I can't wait to see what other events may occur. Contracts are entered into and signed for a reason.

Business

Response:

This letter is in response to the Revdex.com complaint filed by [redacted] K. Hovnanian Homes is working to resolve a foundation issue with the homeowner at this time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference,

The foundation is setting approximately 33" low and KHovanian Homes wants me to pay for their mistakes to rectify the situation. The proposal letter was sent thru their attorney in response to a letter I had sent to them, and my attorney will have to answer their attorney. This is a situation, where KHovnanian Homes has made similar mistakes in the past with other customers, and their tactics are to strong arm customers into what they want. All I want is what my signed contract states. I have submitted a proposal to them and they will not comment or acknowledge my numerous proposals. Their employee has threatened to tie this up in court for 2 years if need be. My paying anything to correct this situation is totally unrealistic and out of the question. I am paying the bank for a house I don't have. Permits are expired or expiring and don't know if this house will ever get finished. Bottom line is I am not excepting what they proposed!!!

Regards,

Business

Response:

Review: My husband and I paid Khovnanian to build our house. They said it would take 6-8 months and it took 10 months. We moved into the house around Feb. 4th. During this time we have found many problems. We had a couple issues fixed but many remain. (1)The paint job is very bad and totally unprofessional. It needs repainted. (2) The porch light has no glass in it. (3) The outside light on the garage has a cracked glass. (4) 2 kitchen cabinets are cracked and need replaced. (5) A cabinet door is bubbled and split. (6) The hand rail on the steps needs restained. (7) The ends of the hand rail are loose. (8) a hole in the wall by the steps. (9)bad plaster by the railings. (10)I paid for extra railings didn't get them or credit. (11) two garage windows not put in and not credited for it. (12)floor in kitchen and powder room cracks loudly and moves. (13) railing in basement needs sanding. (14) window in master bedroom leaks. (15) window in upstairs bathroom leaks. (16) bathroom toilet makes loud noise when flushed. (17) Sometimes when furnace shuts off it makes a loud noise. (18) no idea when the last excavation will happen. (19) No idea what the final cost is. (20) No idea how much money I am owed from my escrow account(at leas[redacted] +)(21)No idea what I have credited. The one time I talked with someone, they were wrong. (22) I was made to buy 15 bundles of shingles too many. (23) The debris around the house needs picked up. (nails, cement,construction garbage. (24) I talked with [redacted]" last week and she was suppose to call and tell me when someone was coming out to fix the problems and she has not called back or returned my phone call on 2/18/14. I feel I did not get the quality work that I paid for. Short cuts were taken and the house is not up to standard.Desired Settlement: I want everything fixed. I want a 2 year warranty instead of one because I don't trust their work and I think there will be more problems. I want to see the paper work on the money I owe and the monies credited and returned to me in a timely manner.

Business

Response:

This home was closed on 1/22/14 and per the homeowner they moved in on 2/4/14. During the Pre —Closing Orientation (walk-thru with the homeowner-PCO), it was noted that the homeowner needed a first floor master window, an egress window lid and a crank replaced. These items, along with a light for the front door were ordered on 1/22/14 and processed on 1/27/14 through our purchasing department. These parts were still on order (we had not received them yet) when M[redacted] called our national call center on 2/10/14 requesting additional service at her home. These additional requested items included interior paint, cabinet issues, a gap in the kitchen window and floor squeaks[redacted] the HOS Coordinator in our warranty department returned [redacted] phone call the same day and [redacted] added more items/issues while speaking with her that included a garage light, fireplace/mortar issue, railing on the stairs is loose and questions about credits that she said was owed to her. [redacted] explained to the homeowner that the accounting department had been trying to reach the homeowner but the original supplied email for contact was no longer a working email address and that she would check on all these issues and make sure all parts were in and call her back with an appointment date to send a service technician to repair/evaluate all of the issues. On 2/18/14 [redacted] left [redacted] a voice mail stating two windows were leaking and that she was calling an attorney, The Revdex.com, the attorney general and her local TV station for consumer reports. [redacted] called the homeowner back the same day on 2/18/14 at 3:24p and left a voice mail for the homeowner to call us back. We received notification from the Revdex.com in regards to this matter on the same day 2/18/14. The homeowners listed issues to the Revdex.com:

1. The paint job is very bad and totally unprofessional and needs repainted.

Review: this company recently built my new home. The entire process was filled with one issue after another. We have now lived in our new home 2 months and have yet to be contacted by our salesman or the company other than a survey from a third party provider. I have submitted the survey that included my concern for many issues in my new home but have yet to be contacted. I called customer service and was told they could not help me until I submitted a email requesting service. I done so and within an hour of my email I had received a return email reply stating I would be contacted within one business day by a representative. After 48 hours of no response I called. I was told they would talk to the representative and they would call me the next morning. After 72 hours and no response I callled back. I talked to the same person again and was not helped other than given another phone number to call the next day. I am very sick of how this company has no concern for a customer who just spent over $150,000 with them. I have issues with my new home and they don't care. The drywall and painting in my new home is very unacceptable and in serious need of repairs. There are interior doors that won't latch and most door handles are loose and falling apart. The floor coverings are coming up also.Desired Settlement: I'm so upset with the quality of the work performed that I really don't want these same people trying to fix their poor work and just making things worse. I would rather be refunded a portion of the purchase price and have it fixed by someone of my choice whom I know will do it right. I am requesting an amount of $3,500 to cover the cost of having the drywall fixed and repainted, new door knobs installed, doors adjusted, floor covering fixed and hardships.

Business

Response:

Tr[redacted]

To Whom It May Concern:

We have two homeowners with the same last name and both put in service requests around the same time. We were calling back the first homeowner instead of the second one. I have scheduled this homeowner for service for 10/20/14 and the homeowner was notified and accepted the appointment. Our policy is that the original installers/trades must have the opportunity to correct any defects incurred during construction of the home.

If you have any questions please let me know.

Thank you,

Review: I have a leak in the roof above garage. You can see the standing water in the attic above the garage. But K Hovnanian homes say they will not do anything for two reasons. One the home only had a one year warranty and two they do not consider that major structure. How can a roof leak be not considered major structure. If not fixed, that leak will facilitate mold growth. Home is less than 10 years old!Desired Settlement: Send someone out to fix the leak.

Business

Response:

ID# [redacted] To Whom It May Concern:

Mr.[redacted] called in requesting warranty services for his roof leaking above the garage on 7/2/13. Mr.[redacted] home was built/closed on 3/9/06. Mr. and Mrs. [redacted] received, reviewed and signed off on their copy of the Limited Warranty Agreement on 5/28/05 (copy of signed agreement is attached).

The Limited Warranty Agreement (attached) defines and lists out items that are covered and items that are excluded under the Structural Warranty. The Structural Warranty does not cover a "roof leak". This home does not have a previous service history for this roof leak issue.

The homeowner needs to have his roof accessed by an outside subcontractor and/or an insurance representative for possible recent extreme weather damages. Please let me know if I can be of further assistance in this matter.

Thank you,

Review: My husband and I signed a contract to have our home built in April 2014 this year. We were told that they would start building in June. The first issue we had was that the project manager was supposed to meet us at the property for a pre-construction meeting. He didn't show up. He was never told and we had to reschedule to later that day. The next issue was that the permits were to be filed end of June already later than we anticipated and they never filed them when they were supposed to. Finally, after our complaint they filed the permits and we heard back that the permits were back and we could begin. The woman who takes care of the receiving of payments from the bank phoned and said we need your first draw so we got the draw and still haven't heard anything. Now it's going to be September and don't even have a dig date. Not only are we staying with my parents but we never imagined it would take this long. 6-9 months they keep saying but never start so this has turned out to be a lot longer. The bank has a date listed on there saying that the house has to be done by March 10, 2015, that is when our payments start. I just don't know what to do this is ridiculous. I thought that this would be a great experience for us and it's just a disaster.Desired Settlement: I want our house to be started and built in a timely manner. No one just making up excuses of why they can't start. I'm just tired of getting my hopes up that they will begin and it never happening.

Business

Response:

We at K. Hovnanian Homes do our very best to provide

complete and timely processing so that construction may begin as soon as

possible for our clients. There is a

process in place that needs to be followed after the signing of a purchase

agreement to prepare for construction.

This includes, but is not limited to, a meeting at the site to stake the

location of the home, drawing blueprints, color selections, two

pre-construction meetings, loan closing, installation of temporary drive & temporary

power, site work needed based on the property & obtaining all permits required

for construction. This process usually moves very quickly but

could be delayed due to many different situations common to residential

construction.

Review: Our HVAC system has not worked properly since our home was built four years ago. The system has been worked on each year with the problem not being resolved. Each time we have spoke to a person at Khov, they have been very rude and act as if they are not responsible for a system that has a history of problems from the very beginning.Desired Settlement: Since the system has not been repaired properly with numerous attempts during all four years, I am requesting a new system be installed or Khov pay an outside licensed professional of my choosing to fix or replace the system.

Business

Response:

This is being handles with our office. We have reached out to this homeowner to find out the serial number of their unit so we can check with [redacted] to see if there was a recall on their unit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regardless if the HVAC unit is recalled or not, Khov should be responsible to replace the unit due to the fact that it has not worked properly since it was installed over 4 years ago.

Regards,

Review: In September 2013, my wife and I signed a contract with Khovnanian home (Khov) to build a home for us. We issued a check for $500 as a deposit to begin the process. We worked with the bank to secure financing for approximately 3 months, and finally, in December we gave up after being turned down after several attempts. I proceeded to email our sales consultant that we were unable to attain financing and sought to cancel the contract. At this time, our check had not yet been deposited, so I assumed it would just be ripped up. Then, in February 2014 I noticed that the check had been deposited. I called Khov and spoke to our sales consultant and she claimed to never received my email. She then said she would begin the process to get the money refunded to me. After some correspondence with her, I was under the impression that she had succeeded and our refund is on the way. I waited about a month, and no refund. I contacted her again, and she said she needed a letter of denial stated we couldn't secure financing. After more correspondence, she obtained what she needed and said she sent that up, and I should expect a refund within 30 days. A month later, nothing, then I emailed her back... no response.. then a few weeks later, another sales consultant called, and wasn't even aware that I had cancelled, and she confirmed that the previous girl did not cancel my contract. She proceeded to cancel the contract and submit a refund request. This was back in April. A month later, I got an email saying that it was successfully cancelled and I should look for a refund soon. It's now almost July, and still no refund. The staff at the local Khov has been very unresponsive and do not return calls. This is very unprofessional, and due to this lack of communication and professionalism, my wife and I have signed with another home builder to build our home.Desired Settlement: Due to the financial strain this has placed on us, we were forced to use a credit card to pay for essentials while recouping the $500. I desire the $500 plus interest that i've accrued on the credit card from December to this day. Since I notified Khov in December to cancel our contract, that check should have never been deposited. The APR on Credit Card is 27.99%.

Business

Response:

K. Hovnanian Homes apologizes for this oversight.

The process for issuing the $500 deposit refund to [redacted] will begin immediately. A mutual release will be mailed to the client for

signature and once that is received by K. Hovnanian Homes the $500 deposit

refund check will be issued. Unfortunately, we are not able to offer any

payment on interest accrued on a credit card. We apologize for the delay

& miscommunication that has occurred and our goal is to remedy this as

quickly as possible for the client.

Review: Khov will not honor our warranty ticket.Here is what happened to us: In September 2013 (Before our landscaping went it), while we were still under warranty, we noticed a very low spot on our walkway and also that our driveway was not properly filled when it was poured and water slopes to our 3rd car garage area and puddles there. We brought this up to KHOV and they determined it needed replacement and issued us a ticket stating the same and that it would be replaced Spring 2014 because of the cold weather.A Khov rep. came here a few weeks ago and told us that his "Concrete" task force determined there was "no issue more than regular settling" and they were not going to honor the ticket. I walked him over to what once was just a lowspot and now is a crack on the walkway and he looked at that at told me it was normal "wear and tear". I was fuming and he told me that maybe if he talked to his supervisor they would make an exception based on goodwill. I kept emailing and weeks went by.Today this is my response from him: As I indicated to [redacted] when we last met, the initial decision regarding replacing your driveway was that it is structurally sound and does not merit replacing. After discussion with [redacted], I took additional pictures and submitted it for reconsideration. I have received feedback that the original determination is unchanged your driveway is structurally sound and fit for its intended use. Accordingly, we will not be replacing it as a warrantable item.I will, however, put in a service ticket to take care of the crack and settlement on your lead walk. I dont know exactly when that will occur, but I expect it to be repaired before cold weather returns. I am following up also on your item concerning the grading of the back of your property, and will contact you when I have more information. So, although we have it in emails, and on a ticket, they will not stand by their word.Desired Settlement: We believe our entire driveway and walkway should be completely replaced because of the shotty workmanship done by the original concrete contractors and because that is what we were told would occur.

Business

Response:

To WHom it May Concern,

I spoke with [redacted] on 7/23/2014. Please note that I did call the number listed on the complaint, [redacted] twice. This is not valid contact information for the owner.

In regard to the concern presented: Driveway and walkway should be completely replaced because of shotty workmanship done by the original concrete contractors and because that is what we were told would occur. I have offered to meet with [redacted] and her husband. [redacted] stated that she would call me back with days that she is available. We will warrant and issues that exceed performance standards per our Professional Warranty Corporation obligation as stated in PWC Form 117a. I offered to discuss any concerns directly with [redacted]

Sincerely,

K. Hovnanian Homes