Let me preface this letter by saying that I accepted the position of *** *** in September and my *** became a permanent employee in October 2014. This in no way implies that Mattamy Homes isn't responsible for completing warranty work, but only that some of Ms
***'s issues are new or are unknown to the current team. In searching our records, we find no correspondence since June of about any issues with the blinds. We do have a letter that was written on 5-17-by Ms*** that mention the blinds As far as we can determine from our records, they were repaired or replaced at that time. Repairing the microwave was done in accordance with the standard procedures set forth by *** Although we provide *** appliances to our buyers, Mattamy Homes does not control the one-year Warranty process on them. ***, like ** and ***, have a three strike policy on appliance repairs. If an appliance has to be repaired three times for warrantable items, they typically replace that unit. So being repaired one time is considered reasonable and customary. On the buyer's original home owner's orientation form, there is no note about interior or exterior doors being an issue. Our first home visit for the issues with the interior doors was on 10-17-14. There had been one or two previous appointments that the homeowner cancelled. It was determined by our warranty technician that the exterior doors were a non-issue. The original sub-contractor who installed those items agreed to correct any issues with the interior doors, but did not show up as scheduled. We are contractually obligated to allow him three attempts to respond before we pay another sub-contractor to repair the issue. That was completed on 11-21-14, according to our records. There has been no mention of additional exterior door concerns until an email was rec'd yesterday, 1-12-15. Ms*** is on our list of owners to be called this week to schedule her year-end warranty service call. Our current intention is to review any and all items she feels relevant during the service call and correct any true warrantable conditions approximately two weeks later. This will complete her warranty service just prior to her one year anniversary, which is always our goal. I can not speak to anything that may or may not have occurred prior to my association with Mattamy Homes, but only that we currently are very diligent about completing all valid warranty requests in a timely manner and will do so for Ms***. Sincerely,*** *** ***Mattamy Homes, ***
I have never moved appointments .[redacted] has put me off many, many times. It was like pulling teeth to get the mistakes corrected. "Bear" made the appointment for October 4 and did not show NEVER have your guys showed up and told it wasn't a good time. I need:1. The cracked and buckled laminate at least covered with trim 2. Uneven door pulls made right 3. Bubbled laminate by stove removed I am available Tuesday, October 25, at 10 am. Sent from my iPhone
I will send tan installer out to add the trim to cover the crack. I need to know which door has the knob out of line. If it can not be corrected then I will order a door to correct that problem. The buckled laminate is not covered under warranty because it is heat damaged, but I will have the installer look at it and if it can replaced then I will be happy to do that. Please have the customer call me at her convenience to schedule this.Thank you[redacted]
To Whom It May Concern:I have emails that were sent to the warranty Department and responses from someone named [redacted] dating back to 05-21-14; then there was [redacted] as acting [redacted] for a certain amount of time. After [redacted] came out and saw the blinds, he stated all Mattamy could do was replace the blinds with the same ones that already hung in my house. At that time I asked [redacted] if Mattamy would refund me the money I paid for the blinds and I would purchase my own blinds. No other contact from [redacted] until I received an email from [redacted], dated 06-03-14. The blind situation had nothing done about it because someone from [redacted] told [redacted] that they will sag over time in the middle on an oversized window. Well, none of my windows are oversized and the sagging is on the ends not in the middle. All this is stated in an email dated 06-18-14; therefore Mattamy knew that nothing was done to replace the blinds. Whoever came out in June to look at the door only put a peep hole in which is extremely high and I cannot see out of it. Also, [redacted] has or had a copy of all correspondence. Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The [redacted] family closed on their new home on 7-31-14. Typically, a 30-day warranty visit is performed by the builder between 30 and 45 days, post close. Due to some internal reorganization efforts, the Maxwells were not serviced in a timely...
manner. I was hired as Warranty Manager on 9-2-14 and we are still in the process of getting some of our cases current. I have no reply as to why their requests for service were not answered prior to my arrival, but we did send out several vendors on 10-9-14, which was prior to the complaint being filed on 10-17-14. Most recently, on 10-28-14 our drywall company and painter were at the Maxwell’s to complete repairs. These last two items had been rescheduled for a later date at the owner’s request. Our staff will be reaching out today to verify that all work has been completed. It is our goal to provide excellent customer service both before and after the sale to all of our buyers. This time we fell a little short of ours and their expectations, but hope to win back their trust as we move forward.
Let me preface this letter by saying that I accepted the position of *** *** in September and my *** became a permanent employee in October 2014. This in no way implies that Mattamy Homes isn't responsible for completing warranty work, but only that some of Ms
***'s issues are new or are unknown to the current team. In searching our records, we find no correspondence since June of about any issues with the blinds. We do have a letter that was written on 5-17-by Ms*** that mention the blinds As far as we can determine from our records, they were repaired or replaced at that time. Repairing the microwave was done in accordance with the standard procedures set forth by *** Although we provide *** appliances to our buyers, Mattamy Homes does not control the one-year Warranty process on them. ***, like ** and ***, have a three strike policy on appliance repairs. If an appliance has to be repaired three times for warrantable items, they typically replace that unit. So being repaired one time is considered reasonable and customary. On the buyer's original home owner's orientation form, there is no note about interior or exterior doors being an issue. Our first home visit for the issues with the interior doors was on 10-17-14. There had been one or two previous appointments that the homeowner cancelled. It was determined by our warranty technician that the exterior doors were a non-issue. The original sub-contractor who installed those items agreed to correct any issues with the interior doors, but did not show up as scheduled. We are contractually obligated to allow him three attempts to respond before we pay another sub-contractor to repair the issue. That was completed on 11-21-14, according to our records. There has been no mention of additional exterior door concerns until an email was rec'd yesterday, 1-12-15. Ms*** is on our list of owners to be called this week to schedule her year-end warranty service call. Our current intention is to review any and all items she feels relevant during the service call and correct any true warrantable conditions approximately two weeks later. This will complete her warranty service just prior to her one year anniversary, which is always our goal. I can not speak to anything that may or may not have occurred prior to my association with Mattamy Homes, but only that we currently are very diligent about completing all valid warranty requests in a timely manner and will do so for Ms***. Sincerely,*** *** ***Mattamy Homes, ***
I have never moved appointments .[redacted] has put me off many, many times. It was like pulling teeth to get the mistakes corrected. "Bear" made the appointment for October 4 and did not show NEVER have your guys showed up and told it wasn't a good time. I need:1. The cracked and buckled laminate at least covered with trim 2. Uneven door pulls made right 3. Bubbled laminate by stove removed I am available Tuesday, October 25, at 10 am. Sent from my iPhone
I will send tan installer out to add the trim to cover the crack. I need to know which door has the knob out of line. If it can not be corrected then I will order a door to correct that problem. The buckled laminate is not covered under warranty because it is heat damaged, but I will have the installer look at it and if it can replaced then I will be happy to do that. Please have the customer call me at her convenience to schedule this.Thank you[redacted]
To Whom It May Concern:I have emails that were sent to the warranty Department and responses from someone named [redacted] dating back to 05-21-14; then there was [redacted] as acting [redacted] for a certain amount of time. After [redacted] came out and saw the blinds, he stated all Mattamy could do was replace the blinds with the same ones that already hung in my house. At that time I asked [redacted] if Mattamy would refund me the money I paid for the blinds and I would purchase my own blinds. No other contact from [redacted] until I received an email from [redacted], dated 06-03-14. The blind situation had nothing done about it because someone from [redacted] told [redacted] that they will sag over time in the middle on an oversized window. Well, none of my windows are oversized and the sagging is on the ends not in the middle. All this is stated in an email dated 06-18-14; therefore Mattamy knew that nothing was done to replace the blinds. Whoever came out in June to look at the door only put a peep hole in which is extremely high and I cannot see out of it. Also, [redacted] has or had a copy of all correspondence. Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
The [redacted] family closed on their new home on 7-31-14. Typically, a 30-day warranty visit is performed by the builder between 30 and 45 days, post close. Due to some internal reorganization efforts, the Maxwells were not serviced in a timely...
manner. I was hired as Warranty Manager on 9-2-14 and we are still in the process of getting some of our cases current. I have no reply as to why their requests for service were not answered prior to my arrival, but we did send out several vendors on 10-9-14, which was prior to the complaint being filed on 10-17-14. Most recently, on 10-28-14 our drywall company and painter were at the Maxwell’s to complete repairs. These last two items had been rescheduled for a later date at the owner’s request. Our staff will be reaching out today to verify that all work has been completed. It is our goal to provide excellent customer service both before and after the sale to all of our buyers. This time we fell a little short of ours and their expectations, but hope to win back their trust as we move forward.