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
Regards,
*** ***
The builder has failed to note that there was a hole found in the home where the mice were coming in at that was there when the home was builtThey have also failed to mention that the lights continue to dim in the house when the air conditioner comes on after multiple attempts to correct the issueNo one in their right mind would have left a basement covered from wall to wall insulation with mice urine running down the sides of the wallOnce again poor quality of a builder not to stand behind the customer with this large of an issue
As we previously stated, we cannot determine when or how mice came into the home nor is that covered under the terms of the warranty.
We used the home as a model home for a period of time prior to the customer purchasing this home & did not observe evidence of mice being in the house. The customers had a reasonable period to inspect the home prior to closing as is & customary in real estate transactions & they did not make a request for us to address evidence of mice. The customers had closed on the home & were living there for a period of time before they informed us about their mouse situation. They didn't ask us to provide extermination services, they asked us to remove insulation that was damaged by the mice.
As a customer care measure after they informed us of their mouse situation, we inspected the exterior of the house. Yes, we made a minor repair to an area on the outside of the house, just as a measure of comfort, not because it was required under the terms of the warranty.
In this rebuttal, the customer mentions "lights continue to dim." This wasn't previously mentioned in the complaint.
Thanks for your assistance in working toward resolution
Sincerely,
Monsour Builders, Inc
This home was built in accordance with governing codes & a certificate of occupancy that demonstrates our compliance with code was issued on this home prior to closing. That compliance did include insulation in the basement to code. This particular home was used as a model home from...
the time of substantial completion until the closing with this customer. During the time we used the home as a model home until the time of closing, we did not observe any mouse infestation of the home. It is impossible to determine when a mouse enters a home or to confirm the mouse's point of entry. Infestation of mice and any damage caused as a result of the infestation is not covered under the terms of a warranty. That would be be a maintenance item.
The foundation leak as mentioned by the customer was repaired under the terms of the warranty.
As always, we have honored our obligation to this customer under the terms of their warranty. If you need additional information or documentation, you can reach me at ###-###-####.
Thank you,
[redacted]
Vice President
Monsour Builders, Inc.
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
If they will review their records they would see that the issue of the lights dimming when air conditioner turns on is a continued concern as of now we are waiting on a report from [redacted] regarding the amount of electricity being used when air conditioner kicks on. As far as the small repair made to the outside that is where it was determined the mice were coming in at. A large amount of mice feces were found inside where the hole was found. As soon as the hole was repaired we have not had any issues with mice coming in. We moved into the home in July and with the insulation surrounding the basement walls there was no way to tell that this was an issue . Just like there was no way to see the foundation crack as well until the water was found on the floor. This issue has been turned over to the [redacted].
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
Regards,
*** ***
The builder has failed to note that there was a hole found in the home where the mice were coming in at that was there when the home was builtThey have also failed to mention that the lights continue to dim in the house when the air conditioner comes on after multiple attempts to correct the issueNo one in their right mind would have left a basement covered from wall to wall insulation with mice urine running down the sides of the wallOnce again poor quality of a builder not to stand behind the customer with this large of an issue
As we previously stated, we cannot determine when or how mice came into the home nor is that covered under the terms of the warranty.
We used the home as a model home for a period of time prior to the customer purchasing this home & did not observe evidence of mice being in the house. The customers had a reasonable period to inspect the home prior to closing as is & customary in real estate transactions & they did not make a request for us to address evidence of mice. The customers had closed on the home & were living there for a period of time before they informed us about their mouse situation. They didn't ask us to provide extermination services, they asked us to remove insulation that was damaged by the mice.
As a customer care measure after they informed us of their mouse situation, we inspected the exterior of the house. Yes, we made a minor repair to an area on the outside of the house, just as a measure of comfort, not because it was required under the terms of the warranty.
In this rebuttal, the customer mentions "lights continue to dim." This wasn't previously mentioned in the complaint.
Thanks for your assistance in working toward resolution
Sincerely,
Monsour Builders, Inc
This home was built in accordance with governing codes & a certificate of occupancy that demonstrates our compliance with code was issued on this home prior to closing. That compliance did include insulation in the basement to code. This particular home was used as a model home from...
the time of substantial completion until the closing with this customer. During the time we used the home as a model home until the time of closing, we did not observe any mouse infestation of the home. It is impossible to determine when a mouse enters a home or to confirm the mouse's point of entry. Infestation of mice and any damage caused as a result of the infestation is not covered under the terms of a warranty. That would be be a maintenance item.
The foundation leak as mentioned by the customer was repaired under the terms of the warranty.
As always, we have honored our obligation to this customer under the terms of their warranty. If you need additional information or documentation, you can reach me at ###-###-####.
Thank you,
[redacted]
Vice President
Monsour Builders, Inc.
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
If they will review their records they would see that the issue of the lights dimming when air conditioner turns on is a continued concern as of now we are waiting on a report from [redacted] regarding the amount of electricity being used when air conditioner kicks on. As far as the small repair made to the outside that is where it was determined the mice were coming in at. A large amount of mice feces were found inside where the hole was found. As soon as the hole was repaired we have not had any issues with mice coming in. We moved into the home in July and with the insulation surrounding the basement walls there was no way to tell that this was an issue . Just like there was no way to see the foundation crack as well until the water was found on the floor. This issue has been turned over to the [redacted].