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 homeIn 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 months to address issues identified in their daywan·antyI do feel that that is misrepresenting the factsTile and flooring issues were identifiedin the day warranty request and work was done to correct these problemsUnfortunately, therepairs were not adequate and further work needed to doneWe 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 warrantyIn 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 workUnfortunately,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 MayIn June the homeowner wascontacted by the subcontractor to set up an appointment time to inspect the damage areasBy theend of June, Mr& Mrs [redacted] still had not returned calls for an appointment timeIn July Mr[redacted] informed the subcontractor that he was waiting for his wife to confirm a time that wouldwork for herPer Mr***they have been out of town for a while and did not schedule anappointment time prior to their leavingWe have confirmed with our subcontractor that onAugust 1, the inspection has been scheduled for August between the hours of 8- amWewill 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 homeownerPer the request of the homeownerwe will co-ordinate all futurerepair schedules and will inform them of the date and time the repair will be donePer 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 issuesThe first we have heard of the window frame crack not being resolved wason August 1, 2017, the day before this complaint was filedWe will work with Mr& Mrs[redacted] to address the window crackWe 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 contractorThe floorplan on this home is very open and allows for air to flow freely throughout the homeTheheating 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 homeThis is a maintenance item that will need to be done on a regularbasis just as cleaning/replacing of the filter on the furnace isHe 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 declinedWe 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 complaintWe understandthat frustration of delays and scheduling for repairsWe will work with Mr& Mrs [redacted] tofacilitate the outstanding warranty items on their home as expediently as possible.Deanne L [redacted] Director of DesignLandsverk Quality Homes, Inc
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 homeIn 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 months to address issues identified in their daywan·antyI do feel that that is misrepresenting the factsTile and flooring issues were identifiedin the day warranty request and work was done to correct these problemsUnfortunately, therepairs were not adequate and further work needed to doneWe 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 warrantyIn 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 workUnfortunately,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 MayIn June the homeowner wascontacted by the subcontractor to set up an appointment time to inspect the damage areasBy theend of June, Mr& Mrs [redacted] still had not returned calls for an appointment timeIn July Mr[redacted] informed the subcontractor that he was waiting for his wife to confirm a time that wouldwork for herPer Mr***they have been out of town for a while and did not schedule anappointment time prior to their leavingWe have confirmed with our subcontractor that onAugust 1, the inspection has been scheduled for August between the hours of 8- amWewill 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 homeownerPer the request of the homeownerwe will co-ordinate all futurerepair schedules and will inform them of the date and time the repair will be donePer 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 issuesThe first we have heard of the window frame crack not being resolved wason August 1, 2017, the day before this complaint was filedWe will work with Mr& Mrs[redacted] to address the window crackWe 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 contractorThe floorplan on this home is very open and allows for air to flow freely throughout the homeTheheating 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 homeThis is a maintenance item that will need to be done on a regularbasis just as cleaning/replacing of the filter on the furnace isHe 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 declinedWe 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 complaintWe understandthat frustration of delays and scheduling for repairsWe will work with Mr& Mrs [redacted] tofacilitate the outstanding warranty items on their home as expediently as possible.Deanne L [redacted] Director of DesignLandsverk Quality Homes, Inc