Landsverk Quality Homes Inc

Rebuttal Response:   We have never heard of or worked with Deannette so it surprises me that she is responding to this correspondence. Also, if Landsverk truly values customer service why has Deannette not reached out to us? Here is high-level sequence of events: Bathroom Counter and Bubbling of Floors: 4/10/2016: 30 Day Warranty list submitted with TWENTY issues. This included issues with 1) Bathroom counter and 2) Bubbling of floors. 4/20: Landsverk on-site to address 30-day warranty issues and they specifically post-poned 1) Bathroom counter and 2) Bubbling of floors. 5/27 & 5/31: We did not hear from Landsverk regarding the post-poned issues so we reached out to follow-up on issues that were post-poned. 6/20, 8/26, 11/10, 12/13: Landsverk “fixed” FOUR times before properly correcting the Bathroom counter issue on 12/13 (Apr through Dec, hence 9 mo). Bubbling was still an issue as it was not properly addressed, we decided to wait for the 1-yr warranty considering the timeline and effort required thus far. 3/2/2017: 1-Yr Warranty list submitted with SIXTEEN issues of which 15 were new issues. The list included 1) Crack in Frame, 2) Heat, and 3) Bubbling of floors re-listed from 30-Day warranty list. 4/13, 6/20, 8/17 - Landsverk attempted twice to correct with no success and came out a third time to re-evaluate. Landsverk has finally agreed to re-address the issue requiring up to 3 days of work starting on 9/13. Crack in Frame: 3/2/2017: 1-Yr Warranty list submitted with SIXTEEN issues of which 15 were new issues, including the crack in the window frame in one of the spare bedrooms. Landsverk has made an accusation that we ourselves have broken the window frame and are currently trying to have them fix our mistake and this is completely false.  The company is using a prejudice of their previous customers who they believe have filed false reports as a means to justify their unfounded concerns regarding our issue.  This conclusion would be better understood if this accusation was first brought to our attention when we had addressed this issue during our one year walk through but we were told to contact Ply Gem windows directly in order to have the window fixed. Once a technician arrived (5/18) from Ply Gem he assessed the window and concluded that it was mishandled during installation, we attempted to relay this information on two separate occasions with no written response on the matter.  The explanation that we received was only provided to us when a representative of Landsverk was at our home addressing a separate issue. Heat Variant: 3/20/2016: We couldn’t wait for the 30 Day warranty as we had no heat and reached out to Landsverk who addressed the issue. 12/17: However, with the winter transition we noticed a significant heat variant between the two floors and reached out to Landsverk regarding this issue. 12/27: Landsverk send instructions on fresh air intake and stated they would send their subcontractor to take a look. We learned from a different Landsverk employee that the instructions provided were not correct nor applicable. They never sent anyone to look at it. 1/4/2017: We reached out again with no response. 2/21: Sent email to Landsverk to initiate 1-Yr warrant process. 3/2: 1-Yr Warranty list submitted with SIXTEEN issues of which 15 were new issues, including the heat issue. 3/21: Landsverk onsite to address 1-yr warranty issue. They did not address heat. 4/13: Landsverk emailed stating to reach directly to Affordable Heating & Cooling. Learned from Affordable Heating & Cooling that they fired Landsverk and will no longer work with them. 5/31: Landsverk emailed stating they will not take further action. We responded stating that the warranty requires a certain level of heat to be produced which they did not verify when they were onsite on 3/21. We have not received a response regarding this matter.

August 15, 2017We have reviewed the above complaint and submit the following response:We strive to insure that our homeowners are completely satisfied with their home and that anyissues/concerns that arise are addressed professionally and promptly.To specifically address the concerns outlined in the...

complaint:We understand the difficulty in having to take time off from work, however when warranty itemsare being addressed, it is our company policy that a homeowner be present when we have asubcontractor working in their home. In order to minimize the inconvenience to the homeowner,we allow for them to co-ordinate directly with the subcontractor for a time that works best fortheir personal schedules.Mrs. [redacted] states that it took us over 9 months to address issues identified in their 30 daywan·anty. I do feel that that is misrepresenting the facts. Tile and flooring issues were identifiedin the 30 day warranty request and work was done to correct these problems. Unfortunately, therepairs were not adequate and further work needed to done. We have been working with oursubcontractor to have this work covered as they had the file closed out and had originallyconsidered the claim for another fix out of warranty. In attempting to resolve the floor bubblingissue in the laundry and bathrooms, our subcontractor has had a difficult time getting thehomeowner to respond to requests for an appointment to do the necessary work. Unfortunately,it has taken more time than we would like to get the subcontractor to have the repairs approvedunder warranty, however, that approval was given in May. In June the homeowner wascontacted by the subcontractor to set up an appointment time to inspect the damage areas. By theend of June, Mr. & Mrs. [redacted] still had not returned calls for an appointment time. In July Mr.[redacted] informed the subcontractor that he was waiting for his wife to confirm a time that wouldwork for her. Per Mr. [redacted]. they have been out of town for a while and did not schedule anappointment time prior to their leaving. We have confirmed with our subcontractor that onAugust 1, the inspection has been scheduled for August 18 between the hours of 8- 11 am. Wewill have a representative on site to help facilitate the work and we look forward to resolving thefloor bubbling issue as soon as possible and are committed to continue working for thesatisfaction of our homeowner. Per the request of the homeowner. we will co-ordinate all futurerepair schedules and will inform them of the date and time the repair will be done. Per ourwarranty, work is scheduled Monday- Friday between the hours of8am and 4pm and thehomeowner wi II need to be home.We were unaware that there continued to be a problem with a window that was cracked.Window repairs are referred to the window manufacturer and they had been out to the home andaddressed the issues. The first we have heard of the window frame crack not being resolved wason August 1, 2017, the day before this complaint was filed. We will work with Mr. & Mrs.[redacted] to address the window crack. We will schedule this to be inspected on August l81h so asto minimize the inconvenience to the homeowner.The home heating system was designed and installed by a licensed heating contractor. The floorplan on this home is very open and allows for air to flow freely throughout the home. Theheating contractor has spoken to Mr. & Mrs. [redacted] about the need for them to adjust thedampers and vents for the differing outside temperatures to better control the temperature in therooms throughout the home. This is a maintenance item that will need to be done on a regularbasis just as cleaning/replacing of the filter on the furnace is. He did offer them a quote to havethe heating system supplemented with a ductless heat pump that would allow for greatertemperature control (this was not part of the purchase of the home nor is it necessary as thecurrent heating system is adequate to heat the home) which they declined. We consider thismatter to be a maintenance issue and have no further action scheduled.We are disappointed that the homeowner felt it necessary to file a complaint. We understandthat frustration of delays and scheduling for repairs. We will work with Mr. & Mrs. [redacted] tofacilitate the 2 outstanding warranty items on their home as expediently as possible.Deanne L[redacted]Director of DesignLandsverk Quality Homes, Inc.