Kennedy Homes

HelloThanks you for sharing the response from the builderI clicked on the response indicating that the response did not address our issue before providing additional information.The builder is correct that we installed a water softenerHe is incorrect that disabling the water softener corrects the noisy pipes or that we made any attempt to hide the softener from himIt was not mentioned because the noise has happened since day We didn't realize it was even a problem until it became louder after the builder's plumber placed a twist tie in our toilet to prevent freezing pipesLater the builder provided additional insulation to correct the issue hopefullyOur guess is that the constant water running into the toilet aggravated the problem making it more noticeable until it became what it is today.Further, we have a statement from [redacted] who provided and installed our softener as well as an independent plumber both indicating the softener is not causing our pipes to make the loud noise when water is turned on and offThe builder's plumber told him it was the issue and that I said everything was corrected by disabling the softener some time agoHowever, I never indicated this and the builder has never been to our home to verify.We wanted to make sure that [redacted] was providing us with the truth so we also had an independent contractor come out to verify that the softener is not the issue and to tell us what was the issueThe issue appears to be that there is a pipe loose behind the walls causing the noiseBoth the builder's plumber when he came out the last time and the plumber we paid to come out also verified thisWhen the builder's plumber attempted to open the drywall to find the noisy pipe, we insisted that he not do it until we had someone at the same time to repair itWe later received a letter indicating that the builder had done all he was willing to fix the issueThe builder's plumber has also indicated that many of our neighbors have had similar problems with hot water to the master bath, frozen pipes and other issues that we have had at our home.As well we didn't know that the freon should be covered by the builder when we requested the repair to the HVACThe warranty company told us after the repair and I contacted the builder to cover only the cost of the refridgerant although we also had a service feeThe refridgerant leaked because a line was not tightened? at the time of the installWith the builder's response time to other issues, I am not sure we would have waited had we known.I am not able to scan the statements mentioned above until? tomorrow? but I will send them in a separate email thenI hope this is helpful in further understanding our perspective.Please let me know if you need additional information.Thanks? [redacted]

Attn: [redacted] Revdex.com Case # [redacted] We appreciate the opportunity to respond to the complaint put forth by customer in the above referenced caseWe also intend to offer here satisfactory answers to the issues as outlined in the complaintFirst, the home purchased by the customer was a spec houseIt was built on speculation and offered on the market for sale, not built specifically for themThey enlisted a buyers agent that found them the home and negotiated the sale with our selling agent, and they closed on the home at the end of July, Kennedy Homes, Inc has built this particular floor plan- this identical floor plan- for the better part of years without any of the specific issues as stated in the complaintIt is without a doubt the most popular and most built plan we haveIn fact we have built seven this year alone, without any of the issues presented in the complaintKennedy Homes, Inc follows the Virginia mandated one year builder warranty as standard, and then as a value added item, we purchase for the buyer an extended warranty at closing from a national warranty firmIn this case, a 2-warranty, at a cost of over $This provides coverages for the buyer on most mechanical items in the home after our one year warranty and provides structural coverage for the buyer for years We were contacted by this customer shortly after purchase indicating two particular issues with the plumbingOne, an extended period of time for the hot water to reach the master bath and two, low water pressureWe dispatched our plumbing contractor to address the concernsWe were curious as well as we have never before had these issues in any of the identical floor plansOur plumbing contractor adjusted the water heater to the highest allowable temperature (degrees by code) and inspected the system and found nothing irregular on the surfaceAfter persistent calls from the homeowner, and after the third visit from our plumbing contractor, the contractor discovered that the homeowner had installed a water softener in the crawl spaceThis is the reason for the lower pressure in the house as well as the longer time for the hot water to reach the bathswe explained this to the homeowner, obviously to no avail Our contractor also installed a "hammer arrestor" in the system to address a "knocking sound" reported by the homeownerWe discovered that the "knocking sound" disappeared when the water softener was disabledThis was also explained to the homeowner, again to no availThe HVAC system is covered by the builder and the installing subcontractor for two years as statedSince the homeowner did not offer us the opportunity to correct the issue, and went out on their own to an outside contractor, we feel we have no responsibility for this issueWe have a letter signed by our plumbing contractor, detailing his interaction with the customer, number of service calls and the results of those callsAdditionally we have a statement signed by our HVAC contractor that he was never contacted about the HVAC issue We feel that we have made every possible effort to resolve the real and perceived issues for this customerKennedy Homes, Inc has built hundreds of homes throughout Chesterfield county and has always been able to address any warranty issues completely, and to the satisfaction of the customerWe cannot however control customer installed equipment, and the resulting issuesNor can we fix something we are not aware of, and then be expected to compensate the homeowner for the repair Thank you for your understanding and we look forward to the resolution of this complaint