Kenwood Homes Inc

This response is in regards to your letter dated September 8, for complaint ID ***In reading the complainant's response to our letter dated August 29, 2016; yes, Heritage Homes does doa day follow up walkthroughThis walkthrough is not a requirement of the Central New York Standards of Performance Limited Warranty and Supplement to Contract booklet and something we do as a courtesy for our homeowners, the purpose of which to go over any items remaining from the contractual final inspection as per the Central New York Standards of Performance Limited Warranty and Supplement to Contract booklet guidelinesAny "new" items are at our discretion, as well as, if there is any action to takeHeritage Homes goes above and beyond the final inspection and warranty guidelines set forth by the Central New York Standards of Performance Limited Warranty and Supplement to Contract booklet.The complainant had numerous inspections prior to the final walkthrough, and only mentioned the panel right next to the one now in question and did not note this panel at any of those inspectionsWe, again, affirm that we have completed our contractual obligation for this complainantThank you Sincerely,/an EB*** President

Thank you for bringing to our attention the alleged complaint received regarding Heritage Homes, in your letter dated August 24, 2016. Our building contracts are written in conjunction with the Central New York Standards of Performance Limited Warranty and Supplement to Contract booklet set forth by...

the Hume Builders and Remodelers of Central New York; of which was received and acknowledged by the complainant on January 7, 2016. (copy of signature page enclosed). As per Page 8 of the booklet (copy attached) a Final Inspection Before Possession was completed to outline in writing any Item(s) the complainant felt needed repair. As you can see from the items identified on the inspection form completed on May 18, 2016, #12 "replace sliding glass door operating side - scratched". It clearly does not make any mention of the non-operating side of the sliding glass door. Therefore, as per Page 12, Item 6-c cf the booklet, Heritage Homes is not obligated to warrant or replace this panel as this item was not included in the Final Inspection Before Possession sheet. In regards to the complainant mentioning the contract stating "house to be restored to like new condition". The "like new condition" is quantified at the final inspection walkthrough. Once the walkthrough was completed, this obligation was met. Thank you. Sincerely, Dan E. B[redacted] President

Revdex.com:



I have reviewed the response made by
the business in reference to complaint ID [redacted], and have determined that
this does not resolve my complaint.  For your reference, details of the
offer I reviewed appear below.
Heritage homes ought to deliver like
new condition, which means repairing pre-existing damages.  We were
assured by heritage homes representatives and common business practices that
after 30 days of moving to the like new condition house, if we find pre-existing
damages, then we report them to heritage homes and they will repair the damages.  There were damages discovered after closing,
and they were not specified in the final walk through, we reported them, and heritage
homes to their credit came and fixed them. There are written correspondences to that effect. Since
heritage homes did not dispute that there were a pre-existing damage to the door
panel, yet they refused to repair it in the same manner they repaired  the other damages, which were also not specified in the final walk
through, lends support to the argument that heritage homes arbitrarily decided
not to repair the  pre existing door panel damage, because it is beyond repair,
and therefore it will cost them money, so they wanted to save some money, and
hence they said "we got you" since I
missed it in the final walk through. Of course I will not discover every thing in a 2 hour walk through , and I did not try to do so, based on the trust that heritage homes will deliver on their promises of repairing pre-existing damages.
The question that needs an answer is
what makes heritage homes think that a customer who did not cause a damage to an
item, is to be held responsible for pre existing damaged item, while the person(s) or heritage homes through their negligence , which may have contributed to causing the damage, would then say to the customer you missed it , and therefore  "we got you" and the damage item is your responsibility . That answer doesn't reflect better business practices.
The complaint is simple if there is an item with pre-existing
damage and a  contract to deliver like new condition ( no pre-existing damages),  then the person(s) or the entity that caused the damage are responsible for repairing the damage. Heritage homes ought to finish the job, and keep their promises.
Regards,
[redacted]