Martha Tobin

Thank you for the opportunity to respond to this customer complaint.On 8/16/Tresidio conducted a New Home Orientation with [redacted] (homeowner), Joe L [redacted] (Tresidio Homes Project Manager), [redacted] (seller’s agent), [redacted] (buyer’s agent), and Eric B [redacted] (Tresidio Homes Warranty Manager)During this orientation, a final list of items the homeowner was dissatisfied with was generatedAs per Tresidio Homes process, which is typical of the residential construction industry, these are the final items we rectify before the home closingThere was no notation on this list of any issues regarding the A/C unit or the sprinkler systemBoth parties signed off on the document(See attached signed Orientation Final List) Subsequent to closing on the home, on 9/1/ [redacted] reported that the A/C unit had been damaged because some brackets had been placed on top of the unit and had fallen in [redacted] requested a full replacement of the A/C unitHe felt the internal damage was severe and would affect the operation and longevity of the unit Eric B [redacted] contacted the HVAC contractor to investigateThe HVAC contractor sent out a technician and found that there was a slightly dented fan blade, but nothing more than cosmetic damageThe technician confirmed it does not affect the A/C unit’s operation or the system’s effectiveness and longevityAs a courtesy, Tresidio offered to replace the dented fan blade [redacted] refused this and again demanded the full replacement of the unitAs outlined in the Tresidio Homes Limited New Home Warranty, the choice between repair and replacement rests exclusively with the Builder and its trade partners (See attached signed Limited New Home Warranty #8, Repairs)Tresidio Homes is still willing to provide the courtesy fan blade replacement but will not be replacing the full A/C unit based on a dented fan blade [redacted] also stated on 9/1/that his sprinkler system needed to be adjustedHe felt it wasn’t a system that worked well with the pressurized irrigation since there were times when the sprinklers would not provide adequate coverage, but other times they would overshoot the area hitting the exterior of the house or windowsEric B [redacted] asked if there was any dying plant life [redacted] replied that there wasn’tEric B [redacted] contacted the landscaper to adjust the system and provide an orientation to it so [redacted] would become familiar with how to work with itThere were repeated attempts at contacting the landscaper on this, but the landscaper informed Tresidio they were no longer in businessTresidio has verified all plant life is in good health as of 9/28/Although the landscaper is no longer in business, [redacted] ’s one year home warranty is provided by Tresidio Homes, not the landscaper, and Tresidio will absolutely honor the warranty on the irrigation system even if another landscaper must be brought inSince the irrigation water has been turned off for the season, Tresidio will have a landscaper review the system when irrigation water has been turned back on next Spring to ensure the system is in good working orderWe will keep this item in our warranty database until that time.Feel free to contact us with any further questions or for additional supporting documents

Thank you for the opportunity to respond to the latest homeowner responseIn response to the statement that the A/C Unit was not checked as part of our closing process this is actually not trueThis is an item that was reviewed by Eric B [redacted] the warranty manager prior to closing as part of his processThere was no damage to the A/C unit at the time of final orientation walkRegardless of when the damage occurred, we have had the HVAC installer investigate the A/C unit after the damage was brought to our attentionWe rely on their expertise to know what is needed when a warranty issue arisesThey informed us that the A/C didn’t need replacement and was fully functioning, but a fan blade replacement was an optionWe offered this option to Mr [redacted] , but this was refusedThis is why the replacement hasn’t happenedAs was stated in our original Revdex.com complaint response, we continues to stand behind the offer of a fan blade replacementIf Mr [redacted] would like us to do that he would just need to let us knowUp to this point that service has been refusedWhile we can understand the frustration that Mr [redacted] expresses regarding the irrigation system, and the concern expressed over the original installer no longer being in business, the system is still under warranty from Tresidio Homes and will be repaired according to our Performance Standards when irrigation water is turned on in the SpringThe tile issue is a new matter reported by Mr [redacted] on 10/10/We will remedy this new warranty request through our warranty processWe have sent an email requesting more information on the issue and requesting a time to review it on site with himWe received an email today with further explanation of the issue but no proposal for a time to review was givenWe'll continue to work with Mr [redacted] to find a time to assess the warranty request onsite

Complaint: ***I am rejecting this response because: First off during that walk through nobody looked in the air conditioning unit , one probably because it was running and two who would look in there to see if it was damagedThere is also other internal damage besides just the fan bladeThe coil fins were damaged in multiple areas inside of the unit and possibly damage to internal wiring I’m not sure how the how hvac installer would know the extent of the damage being the top was never even taken off to look inside closely There was mention of replacing the fan blade and fixing the coil fins which never happenedAll I was told is it’s cosmetic damage we’re not doing anything Irrigation system was not done when the appraiser was told it was to force the closing throughThe irrigation installer was there for a straight seven days after trying to get the system to work which he was in able to and then decided to just disappear and go out of businessThat is extremely convenient for him and at a loss for meThere is no amount of adjusting you can do to this system to make it work properly as I have stated multiple times yet all I get is we’re trying to find a landscaper to adjusted.I had to finally tape the drip line that they cut building the house next-door since nobody ever came out to fix it eitherAlso with this company that is supposedly out of business now how do I know anything was even installed correctly that they did put in the groundI have access boxes in a row in my backyard which I have never seen anywhereInside one of them there’s just loose wires dangling in there connected to nothingI get multiple errors from the app when I try to control it through my phoneIt is a malfunctioning irrigation system that should have never been installed and has never been installed anywhere else, so I was told by them the installers After two months of waiting the irrigation was shut off meaning they don’t have to do anything now until possibly next spring I also have tile that is moving in the master bathroom when you walk on it which I have gotten no response to. Attached are pictures of the damage inside of the AC unit also the metal is still laying in the bottom as you can see in one of the pictures When you buy a new house you expected it to be new not damage by their contractors and then expected to just except a damaged product. Sincerely,*** ***

Complaint: ***
I am rejecting this response because: Not that it’s really shocking that their response is more liesI’ve been lied to from the beginning to the end of this whole “process “as they like to call itFrom the owner to the project manager and now the warranty manager has been continued lyingIf the AC unit was in fact looked at prior to closing then it was covered up that it was damagedThe evidence is still laying in the bottom of the AC unitHow they can continue to lie about it not being damaged prior to closing is beyond meThe final stucco is in tack underneath the conduit of the AC unit there is no patchwork so if the brackets were removed after final stucco and closing there would be marks and holes from themThere is noneThey were attached prior to final stucco because the project manager wanted to force through the electrical inspectionAfter that was done the final stucco was installed and the brackets were removed by their contractorsThe evidence is laying in the AC unit, the installers brackets he used as you can clearly see in one of the pictures I uploadedI was just looking at the house next-door they are building from the street and was talking to some neighbors about my experience with Tresidio they are absolutely shocked at the pictures and interaction I’ve had with the companyThey suggested I post everything I have on social mediaI’ve refrained from doing that giving Tresidio a chance to correct these issues but it might be time to warn others to stay clear and let them know what’s really going on You can also tell from the sidewalk that the quality in construction of the home next to mine is nite and day comparison to who they used to build my homeWhere I have crooked garage door openings and exploded 2x4’s from extreme pressured nailing gun‘sAlso you can notice there’s no peice out wood work where they came up short and just put in scrap pieces on my houseEverything is cut to length why is it that my house was built at such a low quality? After relentlessly trying to get stuff done correctly I was told we should sit down with the realtors and cancel the contract so we can sell it to somebody elseThat’s the way this company operates take your deposit to fund the build and if you don’t like it or want stuff fixed they tell you to get out of the contract so they can sell it to someone else once the sheet rocks up and all of the issues are coveredI have multiple emails from the owner and project manager telling me to do that. As for the irrigation system you continually say it’s on warranty doesn’t fix the problem that the below par system was installedYou coming out adjusting it for six months till my warranty is up doesn’t fix the issueYou purposely hired a terrible landscaping company at the cheapest price possible to save yourself moneyEverything is about money not quality like your website says and you advertise At least that’s not what I got for some reason
Sincerely,
*** ***

Thank you for the opportunity to respond to this customer complaint.On 8/16/2017 Tresidio conducted a New Home Orientation with [redacted] (homeowner), Joe L[redacted] (Tresidio Homes Project Manager), [redacted] (seller’s agent), [redacted] (buyer’s agent), and Eric B[redacted] (Tresidio Homes Warranty...

Manager). During this orientation, a final list of items the homeowner was dissatisfied with was generated. As per Tresidio Homes process, which is typical of the residential construction industry, these are the final items we rectify before the home closing. There was no notation on this list of any issues regarding the A/C unit or the sprinkler system. Both parties signed off on the document. (See attached signed Orientation Final List) Subsequent to closing on the home, on 9/1/2017 [redacted] reported that the A/C unit had been damaged because some brackets had been placed on top of the unit and had fallen in. [redacted] requested a full replacement of the A/C unit. He felt the internal damage was severe and would affect the operation and longevity of the unit.  Eric B[redacted] contacted the HVAC contractor to investigate. The HVAC contractor sent out a technician and found that there was a slightly dented fan blade, but nothing more than cosmetic damage. The technician confirmed it does not affect the A/C unit’s operation or the system’s effectiveness and longevity. As a courtesy, Tresidio offered to replace the dented fan blade. [redacted] refused this and again demanded the full replacement of the unit. As outlined in the Tresidio Homes Limited New Home Warranty, the choice between repair and replacement rests exclusively with the Builder and its trade partners (See attached signed Limited New Home Warranty #8, Repairs). Tresidio Homes is still willing to provide the courtesy fan blade replacement but will not be replacing the full A/C unit based on a dented fan blade. [redacted] also stated on 9/1/2017 that his sprinkler system needed to be adjusted. He felt it wasn’t a system that worked well with the pressurized irrigation since there were times when the sprinklers would not provide adequate coverage, but other times they would overshoot the area hitting the exterior of the house or windows. Eric B[redacted] asked if there was any dying plant life. [redacted] replied that there wasn’t. Eric B[redacted] contacted the landscaper to adjust the system and provide an orientation to it so [redacted] would become familiar with how to work with it. There were repeated attempts at contacting the landscaper on this, but the landscaper informed Tresidio they were no longer in business. Tresidio has verified all plant life is in good health as of 9/28/2017. Although the landscaper is no longer in business, [redacted]’s one year home warranty is provided by Tresidio Homes, not the landscaper, and Tresidio will absolutely honor the warranty on the irrigation system even if another landscaper must be brought in. Since the irrigation water has been turned off for the season, Tresidio will have a landscaper review the system when irrigation water has been turned back on next Spring to ensure the system is in good working order. We will keep this item in our warranty database until that time.Feel free to contact us with any further questions or for additional supporting documents.

Thank you for the opportunity to respond to the latest homeowner response. In response to the statement that the A/C Unit was not checked as part of our closing process this is actually not true. This is an item that was reviewed by Eric B[redacted] the warranty manager prior to closing as part of his process. There was no damage to the A/C unit at the time of final orientation walk. Regardless of when the damage occurred, we have had the HVAC installer investigate the A/C unit after the damage was brought to our attention. We rely on their expertise to know what is needed when a warranty issue arises. They informed us that the A/C didn’t need replacement and was fully functioning, but a fan blade replacement was an option. We offered this option to Mr. [redacted], but this was refused. This is why the replacement hasn’t happened. As was stated in our original Revdex.com complaint response, we continues to stand behind the offer of a fan blade replacement. If Mr. [redacted] would like us to do that he would just need to let us know. Up to this point that service has been refused. While we can understand the frustration that Mr. [redacted] expresses regarding the irrigation system, and the concern expressed over the original installer no longer being in business, the system is still under warranty from Tresidio Homes and will be repaired according to our Performance Standards when irrigation water is turned on in the Spring. The tile issue is a new matter reported by Mr. [redacted] on 10/10/2017. We will remedy this new warranty request through our warranty process. We have sent an email requesting more information on the issue and requesting a time to review it on site with him. We received an email today with further explanation of the issue but no proposal for a time to review was given. We'll continue to work with Mr. [redacted] to find a time to assess the warranty request onsite.