K.Hovnanian Homes of Delaware,LLC.

Good morning,
First I'd like to apologize for our lack of communication and response to this customer complaint *** and assure you we have made necessary changes on our end to ensure this doesn't happen againPlease also know that customer satisfaction is
extremely important to us and we take great pride in leading our entire region in customer satisfaction results! The customer's warranty period for roof leaks is 1- year and they closed on their home on January 30, Even though this issue was outside of their warranty period, we still addressed and completed the repairs back in April of as a courtesy and the Service Request was marked as complete in our Corrigo Warranty Tracking System on 5/1/based on a conversation between ** *** (Homeowner Service Manager) and the customer. Please let me know if you need any further information from us
Thanks and have a great day!

Revdex.com:
I have review** the response made by the business in reference to complaint ID ***, and have determin** that this does not resolve my complaint. For your reference, details of the offer I review** appear below
The KHov rep, ***, contact** me and apologiz** for the delay in contacting me He stat** that his pr**ecessor, **, should have handl** the claim differently** claim** to have sent the original installer to inspect the ridge ventI was not able to verify that this was done and doubt that this installer would admit to a faulty installationThe KHov offer to have an inspection done now is worthless since the water damage occurr** months ago, and has since been repair** *** at KHov refus** to provide any reimbursement for the costs incurr** to replace the ridge vent and repair the ceilingKHov has replac** ridge vents for other homes in the community after the warranty had expir**I believe that I am being singl** out because I have now fil** a complaint against KHov, and had previously given KHov a poor rating on their customer satisfaction survey

Revdex.com:
Verdana">I have reviewed the response made by the business KHovnanian Homes of Delaware in reference to complaint ID ***, and find that this resolution is satisfactory and very pleased to me.
Regards,

I have emailed [redacted] directly (attached) and will look into this quickly. I will provide an update ASAP.Thanks

Thank you for giving us an opportunity to respond to this complaint.  We have spoken to Mr. [redacted] on 3/8/2016 and the following solution was discussed:A Change order will be generated which identifies the specific electrical items to be addressed by K. Hovnanian Homes and any...

electrical items supplied by the home owner will be fully documented.  Once this change order is signed, construction will resume.We also informed Mr. [redacted] on 3/9/2016 that we were in receipt of this Revdex.com complaint and informed him of the response to the complaint.ThanksK. Hovnanian Homes

[redacted]
Again, I apologize (as did [redacted]) that this wasn't handled differently and can assure you of a more timely response during the rest of your "structural" warranty period. I also want to assure you that you have not been singled out as a result of any complaints and/ or poor survey ratings. We treat every cus[redacted]er fairly and with the utmost respect during the entire home buying experience which includes the Home Builder's Limited Warranty  period post closing. I will be more than happy to personally meet with you and discuss further in person if you'd like. Please feel free to contact me directly.
Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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.
No repairs were completed by KHov. The issue was not due to damage but to faulty installation of the ridge vent. The fact that the warranty period had expired was irrelevant.

I have added another service request into our system and will have our Home Owner Service Manager contact [redacted] to schedule an inspection ASAP. [redacted] should expect to be contacted within the next few days.
Thank you and let me know if you have any other questions.

We have recently been in contact with Mr. [redacted] and are in the process of repairing a leak which was called in over this past weekend. This repair is scheduled to be completed today 1/27/15. As for the other warranty items referenced by the customer, our Home Owner Service Manager is scheduled to...

meet with him this Thursday 1/29/15 to review and schedule the necessary repairs for the Construction Defects as identified by the Home Builder’s Limited Warranty. We usually try and complete all Routine/ Non- EmergencyWarranty Requests and repairs during our 11- month visit, which should occur in April of this year; but unfortunately I don’t believe this was properly communicated to Mr. [redacted]. I apologize for the miscommunication and/ or delay with addressing these requests, but am confident his concerns will now be addressed appropriately. Sincerely,[redacted]
[redacted]
[redacted]
[redacted]

Review: There has been nothing but issues with this company since the start of my home. This company has a high turnover rate and does not take accountability for there actions or mistakes. I have had issues with my home since I moved in almost one year ago that continue to go unresolved. I have submitted warranty service tickets that have gone without being addressed since last June. I when I have inquired about this I have been told that they are very busy with other home owners issues and they will get to mine ASAP. The lack of professionalism that has been shown is astounding.Desired Settlement: I would like for someone to address these issues and to stop making excuses and to hold their company to the standard that I thought they were at.

Business

Response:

First of all, I am very sorry Ms. [redacted] is frustrated and felt the need to file a complaint with the Revdex.com. K Hovnanian Homes is very focused and committed to customer satisfaction and we do stand behind our products. According to our records, there are 3-open Service Tickets for Ms [redacted] and they are:1. Seasonal ticket to address a sod issue (which is a non- warrantable item). To be addressed this spring (by the end of May '15)2. Service ticket created 3/3/15 containing 3- items. 1- room colder than others; scheduled to be addressed 3/13/15 between 8am – 12pm. 2- floor squeaks; non- warrantable issue. 3-drywall and molding cracks; these issues are addressed 1- time per Ms. [redacted]'s warranty at the 11- month Touch Point/ Inspection3. Service ticket created 3/7/15 with an HVAC issue; scheduled to be addressed 3/13/15 between 8am – 12pm. Ms. [redacted] closed on her home on 4/25/14, which means we will be scheduling her 11- month Touch Point/ Inspection to address all warrantable items later this month. I will make sure her Homeowner Service Manager schedules this Touch Point/ Inspection with her ASAP.Feel free to contact me directly with any questions. Sincerely, [redacted]

Review: I RECEIVED A PHONE CALL FROM MY FRIEND WHO LIVES ACROSS THE STREET FROM ME. AND MENTIONED HE HAD THE SEEN THE CONTRACTOR'S WIFE BACKING OUT OF THE CONSTRUCTION SITE WHERE NEW HOMES ARE BUILDING AND RAN INTO THE MAIL BOX. OF COURSE, THEY KEPT GOING WITHOUT ACKNOWLEDGING THE DAMAGE. A POLICE RECORD WAS DONE ON MONDAY EVENING 1/5/15 REPORTING THE MAKE AND MODEL , LIC # PLATE OF THE PICKUP TRUCK. I'VE CONTACTED THE BUILDERS TWICE AND NO RESPONSE AS OF TODAY. ALSO, I STOPPED MY MAIL DELIVERY DUE TO THE MAIL BOX DAMAGE.

I REALLY DON'T WANT CALL THE PRESS OR PLACE AN AD IN THE LOCAL PAPERS. HOWEVER, I WILL SENDING OUT FLYERS TO THE RESIDENTS LETTING THEM KNOW TO TAKE PRECAUTION OF THEIR PROPERTIES.Desired Settlement: I WOULD LIKE THE BUILDERS TO REPLACE THE MAIL BOX.

Business

Response:

I have emailed [redacted] directly (attached) and will look into this quickly. I will provide an update ASAP.Thanks

Consumer

Response:

I have reviewed the response made by the business K. Hovnanian Homes of Delaware in reference to complaint ID [redacted], and find that this resolution is satisfactory and very pleased to me.

Review: Below is the complaint letter sent to KHovnavian homeowner serviceAs of today two weeks have passed without a reply
I have been having several difficulties with our home warranty serviceWe have identified multiple deficient items and requested service through the KHovnanian homeowner service website without successMultiple attempts to schedule these repairs with Ed Beck failed and now to my knowledge he has been assigned else wareHis replacement Lynwood Parker contacted us during the transition and stated he would be addressing our concerns when ableHe mentioned that since we had so many deficient items he would have to clear the homeowners with fewer problems first
This practice is very frustrating and is certainly unfittingWe have multiple items that are becoming worse by the day and because our home has so many problems we have been given a lower repair priorityThis appears to be a method of statistic chasing rather than homeowner satisfaction
All of our deficient items have been canceled by Lynwood and he stated he would reenter all the items the week of January 5th in preparation for our repairs on the following weekThis was discussed prior to the Christmas holiday and I have been unable to reach him the past weeks to confirm the repair schedule
I am seeking a resolution to have our home repairs completed as soon as possibleSeveral items were identified as early as May and have not been addressedMultiple items make me question the quality assurance and integrity of the builders and create serious doubts of repurchasing a KHovnanian homeItems like our banister wood not matching on both sides of the staircase annoys me every time I look at itAnd our upstairs hallway carpet not reaching the wall trim is mind boggling how this could meet the acceptable quality of KHovnanianThere are multiple other items that were listed on our homeowner service request that highlight the build quality and I will have to re-enter these to have them addressed
To clarify our warranty requests on the KHovnanian homeowner service website, the canceled items have not been repaired and we request they be addressed ASAPThese were not canceled by us and the problems still existAlso, we are very disappointed in the lack of service for our home repair needs, having our soonest repair opportunity delayed over a month because we have multiple items and now being unable to confirm repairs is the worst customer service practice I have experienced to date.Desired Settlement: Fulfill the homeowner service as described in our contractReply to customer communications
Business
Response:
We have recently been in contact with Mr[redacted] and are in the process of repairing a leak which was called in over this past weekendThis repair is scheduled to be completed today 1/27/As for the other warranty items referenced by the customer, our Home Owner Service Manager is scheduled to meet with him this Thursday 1/29/to review and schedule the necessary repairs for the Construction Defects as identified by the Home Builder's Limited WarrantyWe usually try and complete all Routine/ Non- EmergencyWarranty Requests and repairs during our 11- month visit, which should occur in April of this year; but unfortunately I don't believe this was properly communicated to Mr[redacted]I apologize for the miscommunication and/ or delay with addressing these requests, but am confident his concerns will now be addressed appropriatelySincerely,[redacted]

Review: My roof vent leaks and has damag** the insulation in my home, and creat** a leak on my ceiling. Mold is starting to form. This was confirm** by a representative of TPW the management company for my community. TPW stat** that the issue should be resolv** by K Hovnanian the builder who incorrectly install** the roof vent thus creating a gap for water to enter into the attic.I contact** KHov to file a service request on Feb. 15th. No one contact** me until the 19th and I was told by ** Beck that a KHov rep would be at my home on the 21st. I call[redacted] three times to confirm that a rep would show up. He never return** my calls and no one has come to home to examine the roof. It has been over 10 days since I initiat** this and KHov is not cooperating.Desired Settlement: I would like KHov to examine the roof and make any necessary adjusts to the roof vent which they installed when constructing the house. If the insulation needs to be replaced due to water damage facilitated by the roof vent, then I would like KHov to replace the damaged insulation. I would like KHov to repair my ceiling and eradicate the mold. The property address is [redacted]

Business

Response:

Good morning,

First I'd like to apologize for our lack of communication and response to this customer complaint [redacted] and assure you we have made necessary changes on our end to ensure this doesn't happen again. Please also know that customer satisfaction is extremely important to us and we take great pride in leading our entire region in customer satisfaction results! The customer's warranty period for roof leaks is 1- year and they closed on their home on January 30, 2012. Even though this issue was outside of their warranty period, we still addressed and completed the repairs back in April of 2014 as a courtesy and the Service Request was marked as complete in our Corrigo Warranty Tracking System on 5/1/14 based on a conversation between [redacted] (Homeowner Service Manager) and the customer. Please let me know if you need any further information from us.

Thanks and have a great day!

Consumer

Response: