Melia Homes Inc

Revdex.com:
I have reviewed the response 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
I have read the response from *** representing Melia Homes and find her response misleading, inconsistent, offensive, and untrueWe did receive the homeowners manual and did read it the night of the eventWe thought through the process carefully when considering our course of action*** highlights the portion in the instructions where it states "in section of this manual there is a list of the subcontractors that provide their own emergency service after regular business hours and on weekendsPlease call these subcontractors directly, where it relates to their trade, before calling Melia Homes Emergency Service." What she failed to include was that copy of section I have included it as an attachmentThe subcontractors are as follows: Appliances, Electrical, Fire Sprinklers, Plumbing, Roofing, Garage Doors, and true airNone of these options match our concern*** states herself that this is NOT an emergency as my family was not immediately in harms wayFor that reason, we did not call the "emergency number." Furthermore, we have submitted a long list of items we have asked Melia homes to fix within our warrantyAfter more than year, more than 75% of those items have not yet been fixedAdditionally, NOT ONCE in our entire list has Melia homes EVER responded within hoursAs the event occurred on a Saturday evening and was NON emergent, we did not call *** as even he was not able to repair itWhen our lock was repaired by Melia Homes, they had to send out a locksmith who stated he was the only person in the entire region for the company who was able to perform this taskHe also stated he does not live locallyHe repaired our lock several weeks after we threatened lawsuitI am a physicianI deal with life and death events dailyThere is a clear distinction between Emergent, Urgent, and Non urgent/routineThis admittedly was not emergent, thus we did not call the "emergency" numberI would expect people not to call for non emergent issuesThis WAS, however, an urgent issueI think it is very reasonable to not want to put my family in the real potential of harm by having a door in which a person can literally see through my lock and into my homeFurthermore, the lock is non functional and anyone can open the door and enter my homeI believe it was very reasonable to have my lock repaired that night so that my wife and my children would not be exposed to a potential life threatening situationEntering an order via the internet, in which the response has NEVER EVER been timely, would seem unreasonable and foolishThe website in which Melia Homes has requested for us to submit our claim also says they will respond with "business days"As this happened on a Saturday (which is not a business day), I therefore followed the owner's handbook which *** referenced, saw that there were no listed subcontractors in the area that relates to their trade, appreciated it was not an emergency, and therefore did not call *** at the emergency number for something he doesn't know how to fix anywayAs I called a local locksmith and removed the danger from my family, there was no reason for me to press the issue the following day on a Sunday (also not a business day)I therefore waited until the next business day which was Monday, and submitted our claimI believe this to not only be reasonable, but consistent with the instructions outlined within the Melia Homes Homeowner Manual. Pursuant
to the Homeowner’s Manual, “a homeowner should, and is specifically authorized
to, incur reasonable expenses to repair a condition if it is discovered outside
of business hours or the homeowner cannot otherwise quickly reach the
Melia Homes Customer Care Department, and failure to repair the particular
condition is likely to cause further damage to any person or property.” I have obtained legal counsel and am prepared to file in court to resolve this dispute if necessary, as it is obvious by the list of items Melia Homes has still not completed in over a year, that they have no desire to fulfill their contractual agreements in good faith or ethical business practices.
Regards,
*** **

Thank you, ***. I will show this to *** ***, who is our Customer Care Representative. However, I will give you what I do know. I have attached the document that we give to all homeowners during their walk through. As you clearly see, it states exactly what to do when
needing service. Whether or not MrDo chose to call the emergency line is put back on himAlthough we give examples of what we think is an emergency, if he thought his family was in harm’s way (which they were not) he should have picked up the phone anyway and let us be the ones to then judge. We listen to all calls and concerns. Furthermore, even if he did not think it was an emergency, he still did not follow any protocol with submitting a request and letting us be the one to fix it. All customer care requests (when submitted online) come directly to me. If Mr** was to send in the request when they noticed the lockI would have immediately called *** and he/I would have addressed the issue. As you can see from the attached request, it was one full day later demanding what he wants us to do. Where *** lives is of no concern to as how we do business*** has direct contact to trades and solutions that could have even been a makeshift repair until we could get there or get someone to look at it. Mr** did not even give Melia Homes a chance to do the repair so we could properly and cost effectively repair it. His warranty was up August 30, 2017. There was no way for us to even look at the damage and if it was wear and tear as he did not give Melia Homes a chance. If you have any further questions, or need any information, please do not hesitate to contact me. Thank you,
***