Main Street Homes

*** called from the business, he said that they do not typically time of putting the sod down for the homesThat is normally done at the schedule of the sod company, a company that is local to the areaThe business has requested a work order for the irrigation systemThis was requested on the 23rd of July and was sent a follow up on the 28thThis is an order placed to go and check the system and the heads to make sure none were covered by the sod and aren’t coming up like they should be doing
In regards to the other repairs, those can be addressed by *** at the end of the year in their review period, they tend to do that at the end year to address them all at the same time

While it is the objective of Main Street Homes to have all our homeowners be raving fans, we realizethat this may not always be possible. While few in number, we take all complaints seriously and involveour team members to understand how we can improve.Main Street Homes’ representatives
have met with this homeowner several times to address questionsraised during their home orientation (prior to closing) and several items added since this time. Withinthe past two weeks we completed a whole house review with the homeowner to identify any items stillto be addressed and will be addressing these once backordered items are received by our vendors. Onepoint of discontent by these homeowners is the final grading of their yard. Upon inspection, the yardhas a good stand of grass and appears to be in good shape. The home is built on a sloping home sitethat drains to a culvert in the back yard and had no standing water upon our visit, though this has beenan issue of concern by the homeowner. It has been explained that with the homeowner and neighborswatering their lawns this fall, it is understandable that the soil would be holding water. Now that theirrigation systems have been winterized, the lawn will be able to dry out. The homeowner indicates thatthey have been in contact with county inspectors, as has Main Street, and the county has indicated noconcerns with the grading of this home site.Main Street Homes is a local builder and our reputation for building a quality home is well known. Weregret that this homeowner has had any issues with their home, but feel confident that we haveaddressed or are addressing all issues that would affect the long-term enjoyment and value of theirhome

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and consider this complaint resolved
The business finally acknowledged the driveway is of inferior quality,
and made a token $gift to help pay for the seal coat which may help prevent further raveling damage
Regards,
*** *** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Main Street Homes continues to avoid the actual complaint. The complaint is centered around a bait and switch tactic, the home was advertised on the MLS as having *** *** brand siding and at closing warranty information for *** *** brand siding was provided to the buyer. In regards to substitution of materials clause, substitution of materials is only authorized when the specified materials, in this case *** *** brand siding is unavailable. The siding was not substituted due to unavailability of *** *** brand but rather to save cost by using a less expensive and inferior product.Even though the *** *** is not the issue of complaint, Main Street Homes is failing to tell the details of the class action lawsuit and warranty being offered. The warranty only cover defects at a very defined magnitude. For example cracks and gaps must be 3/8" wide to qualify. Currently the siding has many cracks some of which are 3/8" but many are less than 3/8" but will continue to grow as the siding shrinks. The defect with the *** siding is shrinkage, the siding is only years old and will continue to shrink, cracks will grow and new ones develop. The warranty does not cover labor which is the majority of the cost for the repairs. The siding is discontinued and replacement materials of the same color and grain are not available. Basically the warranty or class action lawsuit will provide material that is not the same color or grain.
Regards,
*** ***

The following is in response to the complaint by Mr. Henry (complaint ID [redacted]).Mr. Henry’s  statement that the original warranty from [redacted] is no longer offered due to the class action settlement is incorrect.  [redacted] to this response are copies of specific answers to questions from the settlement website stating that the settlement does not have any effect on the 50-year warranty or the 2 year [redacted] protection (which may provide labor coverage as well).  A cursory review of the claim website makes this clear. In addition to these documents, we have included a copy of the 50-year warranty that applies to the product installed on the customer’s house, which is in addition to the 15-year [redacted] warranty.  To the best of our information, [redacted] continues to be a strong and solvent company that continues to manufacture many building products. It has now, however sold its fiber cement siding division. The homeowner’s time delay to move forward with the class action settlement and warranty claims could lengthen the resolution of any issues he may have.We are now aware that the MLS listing placed by the listing real estate company stated the siding was “[redacted]” (which was incorrect).  The siding is technically fiber cement manufactured by [redacted].  Main Street Homes did not see this listing until it was presented to us by Mr. Henry after his complaint.  As disclaimed on the MLS site, the information in the MLS listing is “not guaranteed.”  At the time this home was built Main Street Homes had been building homes with both the [redacted] and [redacted] siding products.  On the recommendation of our local supplier (due to quality and supply/production concerns), Main Street Homes switched to the [redacted] siding believing it was a better product with better supply availability for our customers.  This home was built as an inventory home and offered for sale.  Main Street Homes’ contract clearly states that we have the right to substitute materials of similar pattern, design, or quality at our sole discretion when product supply is a concern.  We regret the delivery of the incorrect warranty brochure following the sale and have sent the correct warranty information.Main Street Homes stands behind its statement that it will help the homeowner in making their warranty claim, but only the homeowner can submit a claim at this point in time.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
Warranty Manager came by the house today (11/1) to assess the required repairs to the siding.  Entire siding on right side of house (garage side) will be repaired.  In addition, siding on front of the house above porch will also be repaired.  Warranty Manager stated he will oversee the repairs requested.  He stated repairs will most likely be completed within the next week or two depending on weather.
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Mr. and Mrs. [redacted],We apologize that your experience with our third-party warranty partnerhas not been a good experience.  We knowit is frustrating as a homeowner to not get resolution on warranty items in atimely fashion and is something we pride ourselves in doing.  As discussed with you...

yesterday, it wouldseem that the issues with the windows were a miscommunication between thesupplier and our warranty team.  Theoriginal window sashes installed had an incorrect grid pattern on two of yourwindows, your new sashes were delivered to your house yesterday and we willhave a warranty technician (a Main Street Homes employee) onsite this next weekto install them for you and inspect the window sill in question.  As you explained yesterday the issues withmold were with some left over construction debris in your crawl space thatshould have been removed, our technician will also make sure any remainingpieces are removed and verify that there are no issues with mold.As for the ability to grow grass in your yard.  We acknowledge that growing grass is atedious and laborious process.  Asexplained, we bring in soil as needed to provide proper drainage on theindividual homesites and to build up the landscaping beds next to the house,but rely on the existing top soil on the homesite for the remaining 2+ acre area.  We do offer irrigation and sod packages, butneither were chosen during your design process. As evidenced by your signature on the county Letter of PermanentStabilization you acknowledged that it would be your responsibility to replacethe seed and straw, present on the land at closing, until permanent stabilizationwas established.  We make it very clearin our sales contract that we cannot guarantee grass growth and encourage ourhomebuyers to hire a professional lawn care company to help with theestablishment of their lawns.  Starting anew lawn is definitely a labor of love and while it can be a daunting task inthe first few years, we hope you can enjoy your home and yard for many years tocome.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate the BB's assistance in resolving this complaint. The complaint has two parts and I will discuss each complaint separately below.
1. Sod complaint. This complaint had two parts to it. First, poor quality sod was laid and it was laid incorrectly (poor time, not appropriately matching male and female sod sides to root together and was laid on clay instead of top soil).  In the home warranty manual, MSH specifically provides instructions on how to lay sod given the clay ground and says if this protocol is not followed it will not grow. This protocol was not followed by MSH when laying our Sod.  Also, when [redacted] came-out to look at our sod, he was unsure of where [redacted] got their sod - confirming the fact of a local landscaping profession's opinion that the sod laid in our yard was not local to Richmond and therefore, has a harder time surviving in the Richmond climate. I think the biggest indication that our sod was inadequate, is that MSH has since changed companies they use to lay sod at new homes.  This is a clear indication that MSH was also unhappy with their sod subcontractor and switched sod companies.  Main Street should take responsibility for the sub part subcontractor they used to lay sod at homes they sold. For these reasons, I am not satisfied with MSH's response to this complaint.
That being said, I have revised my original desired settlement for this issue.  I think a fair resolution for both parties is for MSH to provide us a credit of $1,000. This will cover one year of lawn service as well as one round of aerating and seeding. We will take on the responsibility of continuing this after one year as we do understand lawn care is the homeowners responsibility.  I would hope Main Street would accept this desired settlement because it is the right thing to do as a business to ensure satisfied customers (and would allow us to recommend MSH on a go forward basis) as well as something they should do given the situation.
Second, the irrigation system is inadequate. Andrew and I appreciate Main Street resolving the issue of them covering our irrigation heads during grading of the home next to ours as this was in fact a mistake made by MSH.  If [redacted] (MSH subcontractor) resolves the covered irrigation heads as scheduled and an inspection is done to ensure no foundation damage occurred from us watering underground for a year, I will be satisfied with this complaint resolution.
2. Driveway apron repairs. If [redacted] does address the required repairs at the end of the year in their review period (as MSH mentioned in their latest response), I will be satisfied with the resolution to this complaint.
Looking forward to hearing a fair and reasonable response from MSH.
Regards,
[redacted]

We have been in communication with this homeowner to help resolve their concerns regarding their driveway.  Asphalt driveways are not covered under our warranty program and the original installer had indicated to the homeowner that seal coating the driveway would be recommended.  To help...

resolve the issue for our customer we have agreed to help pay for the sealing of the driveway and the homeowner seemed fairly pleased with the solution.Thank you.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This offer does not address any of our complaints. It only tries to explain away a single one item, and concludes with a self-congratulatory claim to quality. Just because that is your reputation (which is why we chose Main Street to begin with) does not mean that this is the case in this home. As we told Main Street, our problems with the grading are not just the drainage issues. The grading was not done as promised by construction manager Glenn [redacted], the same employee that later admitted to us and our neighbors that the work that was done was not as he originally intended or promised. It leaves us with a mound around our house and multiple deep swales and swampy patches that are not useable. While there was no actual sitting water the morning they came out, the temperatures were well below freezing the night before and the ground was frozen. We did instead show them the sheets of ice we had forming where the sitting water had been for the 4 months prior when we initially called it to Main Street's attention. If these problems were only due to irrigation, they would be confined to these swales and not 15 feet up hill from them. They also would have disappeared when all irrigation was off for 3 weeks and our grass began to die. And if they are due to irrigation they will only be left to reappear every year in spring. We want our lot to be graded as it was originally promised with close to level grading between houses. We do not see why it is so difficult for Main Street to make good on [redacted] promise.Additionally, they do not give a plan to address any other issues or acknowledge our request for a refund. We are asking for a $5000 refund as compensation for the exceedingly poor experience we have received from Main Street, the complete lack of care for workmanship, the continued dismissal of ourselves and our complaints, the constant excuses, and the unexcusable level of stress Main Street has caused us. We are asking an additional $5000 so that we may correct the grading problems they refuse to acknowledge and constantly try to explain away. Simply put we received an incomplete house with $150k worth of upgraded items that were installed as quickly and easily as possible. We expect an offer that addresses each item, gives a plan for correction, and simply acknowledges that the work that was done was not acceptable. Acknowledgment and correction is all we asked for in the 3 months since we initially raised concerns. At this point we've been dismissed for so long that we are asking for a refund as we did not receive the product or service we paid for. If Main Street wants to correct each item that is wonderful but they'll have only delivered a house with extensive repairs in an attempt to bring it close to the condition originally expected in July. We will still ask to be compensated for our time and stress. If they were to only refund us we will be more than happy because we will be able to make sure the repairs and remedies are done to our standard with no more short cuts or excuses. At this point we feel cheated and taken advantage of in our $535,000 homebuying experience, both monetarily and emotionally.
Regards,[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]The warranty is not the issue, the issue is misrepresentation. . The home was advertised with having [redacted] siding and this is not the siding that was placed on the home. The siding that was placed on the home by [redacted] no longer offers a warranty,  it has been turned over to a class action lawsuit. The class action lawsuit only covers the damaged planks and does not cover any labor costs involved in replacing the siding.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To date, Main Street Homes has done some work to fix the issues stated in our complaint. Following is status of each item:Both bay window wood faces are rough, dented, and gouged with uneven crooked joints, poor trim work and scraped up windows - some work has been done. They are still not in an acceptable condition.Sloppy, overdone mortar on all brickwork - has not been addressed or acknowledged. Siding installed well but joints and nail holes left un-caulked. Square holes cut out of bottom of siding boards for spigost instead of drilling, foam insulating spray visible from outside. Oversized holes cut for AC lines and filled with massive amount of silicone. Chunk missing from siding behind heat pump, partially filled with caulk. - Main Street sent the siding installer out who caulked and painted the nail holes, missing chunk, and utility holes. Cosmetically this fixes the appearance but does nothing for the actual damage or fact that the boards are face nailed against manufacturers installation instructions. This is a bare minimum fix, and if Main Street is going to hold us to the letter of what they must do as a builder, then we will hold them to the letter of a proper installation. They need to fix the actual damage and replace the siding per our conversation with [redacted] Melhorn.Sloppy finishing work on exterior door trim (multiple doors). Nail holes filled with clear silicone and covered with paint before cleaning or smoothing - The trim has been replaced.Driveway appears to be 4 different colors – was two (concrete pulled in two different directions), now four (repoured sections to correct cold joints were wrong color concrete - we spent over $1000 and 3 days staining to correct - Nothing can be done about this, part of the reason for our request for a refund.Hardwood is scratched, dirty, gouged, dented, dinged and already separating at the joints. These were fixed before and after closing with wads of off color wax. When we refused to accept this the boards were  replaced. We were sold by Main Street on these floors based off their durability but are sctratching, denting and damaging with minimal use. After 3 months in the house we have over a dozen damaged areas. These floors are an embarrassment. - We've been told this is acceptable and industry standard. Main Street will only fix individual defective boards at year end. Another reason for our request for a refund.Our exposed oak staircase was found to have nails sticking out of the treads from below. Drywallers secured 2x4s to the underside of the staircase by directly nailing them to the treads instead of on the sides to the frame. This was fixed with wax at first, then wood filler and spray paint. The paint has now worn off after 2 months. - Main Street has set an appointment for the furniture repairer to come back out and repaint the patches. They are refusing to do any more than this. We paid $5,000 for a staircase that has been damaged time and time again by Main Street. This is a major reason for our request for a refund.Cabinets, doors, drawer fronts and bead board were severely abused in master bath and kitchen. The replaceable pieces have been replaced but the others had to be covered with extra pieces of molding. To date our light rail under the cabinets is still separating from cabinets, the underside of the cabinet above our vent hood is split from nailing, our /vertical scribe molding is not long enough to reach the light rail (this gap was filled with silicone caulk). - Better Kitchens has replaced many of the damaged items. We are waiting for parts to be ordered and shipped to fix a lot of the defective trim. Window in morning room was cracked and replaced during construction. The replacement sash has never fit correctly. The replacement of the replacement does not fit either. We now being told the window will need to be removed and reinstalled to correct the issue. - PlyJem fixed this issue.Tile in master bath floor and shower walls is uneven and poorly installed, some sunk under the grout lines - Main Street and Cut Above Tile have refused to acknowledge this as a problem. Although our floors and tiled walls are grossly uneven with high and low spots they refuse to make this right. The tiles were found to be cupped and not completely flat. They claim this as industry standard and just fine. They have agreed to replace one single tile that is improperly installed. While we understand now that the installer is not at fault here, Main Street sold and supplied poor tile. Had the tile shown in the showroom been warped like the ones we were supplied we never would have selected them. This issue will not be resolved until Main Street makes things right and gives us the floor we were promised in the showroom.Not included in our original complain is the fact that our catwalk floor was unlevel with a significant drop to one side, and the floor at the base of our back stair case had a great deal of rise to it making you feel like you were walking uphill. - These have both been fixed. It was found that the wall below the catwalk was framed incorrectly, and after cutting the top of the wall shorter and reattaching the second floor to it, the catwalk is now level. It was also found (by myself as the framers couldn't find anything wrong) that the header supporting the base of the stairs was installed 1/2" too high which was pushing the subfloor up. The floor joists next to this were also found to be sagging. This has now been fixed as well.Our backyard does not drain. Multiple areas are perpetually wet and muddy with sitting water. One of these spots was discovered with Main Street's lawn maintenance crew trashed the backyard when their mower sank and got stuck on the side of our hill. That same mud hole is still present and is deep and large enough that I have sunk to my knees and had a wheel barrow sink to the handles. To begin with the grading was not done as promised. We were told we would have a smooth transition to our neighbors' lots, with only a slight dip to the grade. Instead they put in "swales" to "channel water the back." Even our neighbors on both sides were told the transitions and grading were to be completely different. Driving through our neighborhood, you can easily see that ours is the only house that is essentially build on a mound. We have been contacting Main Street and [redacted] County for 4 months now to fix the grading and drainage issues with no resolution. We have quotes ranging from $5000-10,000 to fix their problems - Main Street has refused to acknowledge this as an issue. Main Street clearly has no intentions to deliver on the grading plan promised by construction manager [redacted]. Regarding the drainage problems, we have been in contact with [redacted] County and have had several inspectors out to look, including [redacted] with Main Street Homes. The County has found that Main Street technically fills the minimum requirements for grading as all they have to show is movement of water no matter how slow. Although they meet this requirement Jeff Underwood with [redacted] County agrees that the final grading is not acceptable as "the right thing to do." We still have a 4ft deep mudhole in our backyard andwe have recently discovered the boundaries of which are much larger than we thought as a skidsteer got stuck in the ground while moving material for our retaining wall we are building. We have since contacted Main Street again as this is no longer just unsightly and an annoyance but also poses a safety hazard. In their response (which if have attached below) the president of Main Street, [redacted], blames the issue on the weather and a drainage pipe we installed in September. The thing is, we have had this issue since July, two months before that, and our neighbor has the same issue in their yard. Their home was completed well before ours, and we have watched as the hillside below their driveway turns to mud and slowly washes away. The other thing we have watched happen is the construction of a home for a Main Street employee. All work on her home was done with time and care. Following a rain storm that washed a little hay and topsoil down her yard Main Street was out the next day, handpicking the clay clumps and hay, regrading, reseeding, and relaying hay for her. Yet we've had major issues from day one and not once has Main Street done anything about it. In fact the president of Main Street dismisses this as crying out for his help with a yard project. This is far and away unfair, unprofessional and a major reason for our request for a refund. Main Street needs to start taking this seriously instead of dismissing, offending, and belittling us.[redacted]In response to your email.The grading done on behalf of Main Street Homes was done correctly, inspected and approved.  The area from your pictures looks like the area off the lower right rear corner of your home.  This is the area that the foundation drains and water moving from the corner of the home to the swale would travel.  It is also the area that you may have previously disturbed when installing PVC pipe.  Pieces of your pipe may be present in one of the attached photos.  It is not surprising when working in this area during a wet time of the year that equipment would encounter soft ground conditions.  I cannot help you with your project in your yard. Sincerely,[redacted]Main Street has only completed the simple fixes, and the fixes that would be paid for by their trade partners. They have shown no interest in doing the right thing, acknowledging that they have erred, or making things right with their customer. If we were able to buy a house as a retailer like [redacted] and received a product in the condition that Main Street has provided we would return or exchange it. As that is obviously not an option since we are talking about a house, we have asked for a refund and a very reasonable refund given the amount of money we have paid in upgrades, upgrades that Main Street has failed to provide as promised. What we now have is a refurbished product. We have watched as they have given superior service to their employees, offered $5,000 off closing costs to new customers, 50% off $50,000 basements, bought their employees $40,000 brand new [redacted], and all the while completely ignoring our request for a refund and quibbling over which issues are problems and which are acceptable by industry standards. In short, no we do not find this offer to be satisfactory. We will not find it satisfactory until every item is delivered as promised and Main Street has compensated us for the time lost and stress incurred having had to deal with their unprofessional antics.
Regards,[redacted]

We have been in communication with this homeowner to help resolve their concerns regarding their driveway.  Asphalt driveways are not covered under our warranty program and the original installer had indicated to the homeowner that seal coating the driveway would be recommended.  To...

help resolve the issue for our customer we have agreed to help pay for the sealing of the driveway and the homeowner seemed fairly pleased with the solution.Thank you.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
The warranty is not the issue, the issue is misrepresentation. . The home was advertised with having [redacted] siding and this is not the siding that was placed on the home. The siding that was placed on the home by [redacted] no longer offers a warranty,  it has been turned over to a class action lawsuit. The class action lawsuit only covers the damaged planks and does not cover any labor costs involved in replacing the siding.
Regards,[redacted]

Main Street Homes has indicated to the homeowner that we are willing to help him with his warranty claim.  The homeowner purchased a completed home constructed with a quality cement siding exterior.  Main Street Homes passes through to all of its homeowners the warranties offered by the...

manufacturer of the products used in our homes.  The warranty on the siding is still in effect (a 15 year warranty), but the homeowner must take action to apply for a remedy through the manufacturer.  He indicated he was going to make a warranty claim when he first brought this issue to Main Street Homes’ attention earlier this year.  Once the manufacturer has had an opportunity to respond to the homeowners warranty claim, Main Street Homes will gladly re-evaluate our response.

Main Street Homes deeply regrets that this customers siding issue was not handled in a prompt and timely manner.  One of our warranty managers has already contacted the homeowner and scheduled a time to review these issues the first of next week.  We hope to get this taken care of in the...

next few weeks.Thank you.

Main Street Homes deeply regrets that this customers siding issue was not handled in a prompt and timely manner.  One of our warranty managers has already contacted the homeowner and scheduled a time to review these issues the first of next week.  We hope to get this taken care of in...

the next few weeks.Thank you.

Revdex.com spoke with the business. The issue with the stairs and the master bathroom tile are scheduled to be taken car of on Monday January 26, 2015 and the kitchen cabinets are a custom order and are still on back order but once they come in they will be installing them.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This offer does not address any of our complaints. It only tries to explain away a single one item, and concludes with a self-congratulatory claim to quality. Just because that is your reputation (which is why we chose Main Street to begin with) does not mean that this is the case in this home. As we told Main Street, our problems with the grading are not just the drainage issues. The grading was not done as promised by construction manager Glenn [redacted], the same employee that later admitted to us and our neighbors that the work that was done was not as he originally intended or promised. It leaves us with a mound around our house and multiple deep swales and swampy patches that are not useable. While there was no actual sitting water the morning they came out, the temperatures were well below freezing the night before and the ground was frozen. We did instead show them the sheets of ice we had forming where the sitting water had been for the 4 months prior when we initially called it to Main Street's attention. If these problems were only due to irrigation, they would be confined to these swales and not 15 feet up hill from them. They also would have disappeared when all irrigation was off for 3 weeks and our grass began to die. And if they are due to irrigation they will only be left to reappear every year in spring. We want our lot to be graded as it was originally promised with close to level grading between houses. We do not see why it is so difficult for Main Street to make good on [redacted] promise.Additionally, they do not give a plan to address any other issues or acknowledge our request for a refund. We are asking for a $5000 refund as compensation for the exceedingly poor experience we have received from Main Street, the complete lack of care for workmanship, the continued dismissal of ourselves and our complaints, the constant excuses, and the unexcusable level of stress Main Street has caused us. We are asking an additional $5000 so that we may correct the grading problems they refuse to acknowledge and constantly try to explain away. Simply put we received an incomplete house with $150k worth of upgraded items that were installed as quickly and easily as possible. We expect an offer that addresses each item, gives a plan for correction, and simply acknowledges that the work that was done was not acceptable. Acknowledgment and correction is all we asked for in the 3 months since we initially raised concerns. At this point we've been dismissed for so long that we are asking for a refund as we did not receive the product or service we paid for. If Main Street wants to correct each item that is wonderful but they'll have only delivered a house with extensive repairs in an attempt to bring it close to the condition originally expected in July. We will still ask to be compensated for our time and stress. If they were to only refund us we will be more than happy because we will be able to make sure the repairs and remedies are done to our standard with no more short cuts or excuses. At this point we feel cheated and taken advantage of in our $535,000 homebuying experience, both monetarily and emotionally.
Regards,
[redacted]

[redacted]Thank you for speaking with me yesterday and reviewing your concerns. First let me reiterate thatwe care very much about your entire home building “experience” and regret that we have not metyour expectation since you have moved in. As mentioned we have recently severed...

ourrelationship with the third-party warranty provider and will be handling your warranty concernsdirectly. Below is a recap of our conversation and Main Street Homes’ response to each item:1. Master Bedroom Window – The correct window is scheduled to be installed on 6/10/15. Thesub-contractor attempted to contact you yesterday and left a voicemail message (you mayhave already spoken with them). Once this is replaced, any interior work will be scheduledby our office.2. Kitchen Faucet and missing screws – The plumber has been speaking with you directly andshould have been onsite today (6/5), as scheduled, to replace the scratched piece on yourfaucet and address the other items.3. Missing Floodlight – As discussed, you only purchased one additional floodlight (for a total oftwo) for the rear of your home as evidenced on your Framing Walk-Thru Personal ChoiceRequest Form ([redacted]). Thus you received the proper number of lights that youpurchased.4. Master Shower Head – You did receive a hand-held shower fixture, in addition to yournormal shower head and should have received a “second” shower head. We regret this andwill be providing a full reimbursement of your $360 with no deduction for the fixturecurrently installed.5. Exterior Deck – As explained, mold and/or mildew growth on exterior decks is not unusualand can be treated with regular maintenance.6. Stairs – In our discussion you indicated that the color of the stair tread and the landingwere different tones. Upon review of our records AND visual inspection today we confirmedthat your stairs are carpeted, so we are unclear at to what you are referring to at this time.Further description and pictures to help us understand your concern would be appreciated.7. Fill Dirt – Our Customer Care Manager reviewed the settling behind your driveway, forwhich work orders had previously been completed, but obviously you still have somesettling. We will be issuing additional work orders to have the settling behind your drivewayfilled.Please let us know if you have any questions about the above response.Thank you.