NVR Inc

Review: On December 10, 2012 I signed a contract to purchase a new townhouse condominium with [redacted] at [redacted] ( Lot [redacted])in [redacted]. At that time I decided to use [redacted] Credit Union for 100% financing. In February 2013, I was notified by [redacted] that they do not offer financing for new construction condominiums. I spoke with the sales Representative [redacted] and told him that I wish to cancel my contract. He informed me that if I cancel my contract I would receive a refund for $3,500.00. I also spoke with [redacted]s supervisor [redacted] and she assured me that I would receive a refund because I was unable to get financing from [redacted] Credit Union. Two days later I received a phone call from [redacted] telling me that NVR mortgage could not provide the same financing as [redacted] but their loan options would enable me to pay the same closing costs and monthly mortgage. I accepted and asked him to provide an estimate as to what I would be paying monthly and what monies are due at closing. He did not provide me with that information and when I went to speak with the mortgage specialist- [redacted], the numbers she provided were totally different. I called [redacted] and told him about this and he had no idea what I was talking about and said that he would not be able to make good on his offer. I told him that because of the figures that keep changing and miscommunication between he and [redacted], I would like to cancel my contract and get a full refund. He ASSURED me that I would receive a full refund and I would have to wait until I receive a letter in the mail. On March 4, 2013 I received a letter in the mail stating that I am in a default status with NVR homes and I WOULD NOT receive the $3,500.00 deposit. The reason I am canceling my contract is because of the erroneous figures that I was provided by [redacted] and [redacted]- otherwise I would not have canceled my contract. I do not feel I should be penalized for the mistakes/shortcomings of others.Desired Settlement: I would like the full refund of my down payment $3,500.00

Business

Response:

Revdex.com,

NVR considers this complaint closed. [redacted] is in receipt of her $3,500 deposit at this time. We have an email from her below dated 3/20/13 informing NVR of this. When the customer purchased, our sales representative [redacted] represented [redacted] financing and at some point after that date, she came across the [redacted] 100% no MI program which she did not qualify for with new construction. Upon finding that out, she decided not to move forward. She qualifies for [redacted] which is what she was shown at time of sale. At one point, [redacted] had gained agreement that she was moving forward with [redacted]. It was evident to me after I talked with her on March 5th, that our sales rep did communicate she could cancel and get her money back at any time since we could not offer a program similar to [redacted].

From: L[redacted]

Sent: Wednesday, March 20, 2013 5:27 PM

To: [redacted]

Subject: Re: Revised Mutual Release

Review: WHEN MY HUSBAND RETIRED FROM THE MILITARY, WE DECIDED TO GET A HOUSE BUILT IN THE [redacted] DEVELOPMENT. THE LOCATION IS OFF OF [redacted] IN [redacted]. WE BOUGHT THE HOME 2 YEARS AGO. MY HUSBAND CHOOSE THE PROPERTY AT THE BOTTOM OF THE HILL ON SIMMONS LANE. THE FIRST YEAR WE MOVED IN (2012) WE'VE HAD PROBLEM WITH THE GRASS IN THE BACKYARD. THE SOD WOULD COME-UP AFTER HEAVY DOWNPOUR OF RAIN. RYAN HOMES WOULD REPLACE IT. SEVERAL TIMES THAT WOULD HAPPEN. THEY DECIDED TO PUT A FENCE WITH A BLACK MATERIAL AGAINST THE FENCE TO PREVENT THE WATERS FROM WASHING UP THE SOD. OUR BACK YARD WOULD CONTINUE TO FLOOD. THEY DECIDED TO PUT A PLASTIC PIPE AND A DRAINAGE SYSTEM IN THE BACK YARD. THE SYSTEM WOULD BACK-UP AND THE YARD CONTINUE TO BE SATURATED WITH WATER. WE WERE TOLD ONCE THEY BUILD THE HOUSE IN THE ADJACENT LOTS THE PROBLEM WILL BE SOLVE. THE HOMES WERE BUILT IN 2014. IN THE MEANTIME WE HAD TO CONTINUE TO USE OUR WATER TO WATER NEW SOD THAT WAS REPLACED. ONCE THE HOUSE NEXT TO OUR WAS FINISH. THE PROPERTY MANAGER FOR RYAN HOMES (GARY F[redacted]) TOLD ME THAT HE HAD SPOKEN TO HIS BOSS ABOUT OUR YARD BEING VERY WET AND HIS BOSS TOLD HIM HE COULD FIX IT. I TOLD MR F[redacted] THAT WE WERE NOT GOING TO BE RESPONSIBLE FOR WATERING THE YARD. HE TOLD ME HE WILL TAKE CARE OF IT. THEY PULL UP ABOUT 40 FEET LONG OF SOD BY 10 FEET WIDE. I WENT OUT ON THE DAY THE SOD WAS REPLACE...CAME HOME ABOUT 5 HOURS LATER AND NOTICE THAT THE COMPANY THEY HIRED TO DO THEIR LANDSCAPING (DENISON) WAS USING MY WATER TO SOAK THE SOD. I CUT OFF THE WATER. WHEN I SEEN MR F[redacted] AGAIN I TOLD HIM I WAS NOT GOING TO PAY FOR THE USE OF OUR WATER FOR THEIR ERROR. MR F[redacted] DECIDED TO USE THE WATER FROM THE HOUSE NEXT DOOR (THE NEIGHBORS HAD NOT MOVED IN YET). ONCE THE NEIGHBORS MOVED IN I TOLD MR F[redacted] AGAIN WILL HE PAY PART OF THE WATER BILL FOR WATERING THE SOD THAT HE DECIDED NEEDED TO BE REPLACE (THAT WAS NOT MY HUSBAND AND MY DECISION). MR F[redacted] KNEW OF THE PROBLEM WE WERE HAVING WITH THE BACKYARD BEING VERY WET BUT WE DID NOT ASK HIM TO REPLACE THE SOD. THEY USE THE WATER DAILY FROM MY HOUSE TO WATER THE SOD BECAUSE THEY EVEN PUT A TIMER FOR THE WATER TO COME ON TWICE A DAY FOR A HOUR OR MORE..I CALLED MR F[redacted] ON MONDAY, SEPTEMBER 15, 2014 TO LET HIM KNOW THAT THE WATER BILL HAD COME IN. HE ASK ME WHAT ARE YOU TALKING ABOUT "WE DON'T PAY WATER BILLS." I SAID TO HIM "YOU TOLD ME YOU WOULD TAKE CARE OF THE WATER WE USED TO WATER THE SOD WE DIDN'T ASK YOU TO REPLACE."HE DECIDED NOW HE WANTED TO GET SELECTED AMNESIA AND BE NASTY...SO I TOLD HIM THANK YOU AND I CALLED THE HEADQUARTER OF RYAN HOMES (NVR) THEY TOLD ME THAT MR LARRY W[redacted] (I ASKED FOR GARY F[redacted] SUPERVISOR) WOULD GET IN TOUCH WITH ME IN 1 OR 2 DAYS. BY THURSDAY WHEN I DID NOT HEARD FROM THEM I CALLED NVR AGAIN. I WAS TOLD THAT THEY WOULD TALK TO MR W[redacted] AND GET BACK IN TOUCH WITH ME WITHIN 1 OR 2 DAY. AS OF TODAY I HAVE NOT HEARD FROM NVR OR MR LARRY W[redacted] ABOUT THIS ISSUE. I DO HAVE PICTURES OF THIS ISSUE. I ALSO NEED TO MENTION THE FACT THAT THEY PULLED UP THE IRRIGATION SYSTEM WHEN THEY REPLACE THE SOD. IT TOOK THEM 7 TO 10 DAYS TO FIX IT...OUR OTHER ISSUES WITH THE GROUNDS HAVE BEEN SOLVED WITH THEM IN A TIMELY MANNER BUT MR F[redacted] DON'T THINK THIS IS THEIR PROBLEM. (WE HAD A SINK HOLE THAT A SMALL ANIMAL OR A CHILD COULD HAVE FELL IN THAT TOOK RYAN HOMES THREE OR FOUR TIMES TO FIX) JAMES, ANOTHER ONE OF THEIR PROPERTY MANAGER, HELP TO SOLVE THE ISSUE WITH THE SINK HOLE IN A VERY PROFESSIONAL AND COURTEOUS MANNER.Desired Settlement: WE WOULD LIKE FOR RYAN HOMES TO STAND UP TO THEIR PROPERTY MANAGER WORDS THAT THE SOD NEEDED TO BE REPLACE AND THEY SHOULD PAY PART OF OUR WATER BILL. THE WATER BILL WAS $614.00.

Business

Response:

The homeowners’ property is

located at the low-lying area of the community. There are other homesites

that drain through their rear yard. The homeowners installed a patio to

their backyard which altered/impeded proper drainage to the original site

plan. As a courtesy, the Project Manager offered to re-grade and sod the

rear yard at the same time the yard on the adjacent lot was being installed.

Review: Flooding in my home since day one

Ever since moving into our home on December 2008, we've had problems with water in our basement. Today is no difference. When the last thunderstorm came through our area the other week, we were able to video the impact it had on our basement. The video shows water pouring into the home by way of the egress window and another window in the basement. Consequently, when it rains water fills up the basement window-wells like a fish tank, which in turn, spills into the basement windows. Apparently, the window-well drainage systems are defective and do not work.

This has been an ongoing problem ever since we've been here. We've made numerous calls and have done everything the project manager has ask us to do in an effort to resolve the matter. Nevertheless, in spite of our efforts the situation continues the grow progressively worst.

After the thunderstorms last week, we contacted [redacted] (the project manager) and was told because of the high volume of calls it would take a few days for him to get back to us. He did eventually call and expressed a desire to see the video.

We really just want the county or [redacted] to fix the problem. As homeowners, we should not have to deal with this issue every time it rains. It is starting to overwhelm us and has become costly every time we have to repair damage (carpet, drywall, paint, window seal, equipment rentals, etc.) associated with a problem that should have been resolved by [redacted]Desired Settlement: Fix the problem before mold build up and kill someone in my family

Business

Response:

We have a Revdex.com Complaint #[redacted] for the same household, same issue.The [redacted]’ warranty for this

claim expired on December 19, 2009.

On June 8, 2009, the customer

contacted us about their basement egress window leaking. Our service

department addressed the issue by June 15, 2009. On August 29, 2011 (20

months after their warranty expired), they contacted us about their basement

windows leaking during a hurricane and tropical depression. As an act of

customer service, we repaired the window leak. We received a service call

in May 2014 (4.5 years after their warranty expired) regarding the basement

windows leaking. Even though this item is not covered under our warranty,

our Service Supervisor investigated the issue. He found that mortar had

been poured into the small window well, which completely covered the gravel in

the bottom of the well and potentially clogged house’s strip drain

system. He did not find any evidence of mortar in the egress window well,

but that window well may be clogged from mortar in the strip drain system.

These issues are out of warranty

and the mortar that was poured into the window well further invalidates any

warranty.

However, as an act of customer

service, we will repair the egress window well because it has not been modified

with any mortar. We have made attempts to contact the homeowner regarding

this repair, but have not received any calls back from them as of today.

Consumer

Response:

Revdex.com of Metro Washington DC

Jun 12 (1 day ago)

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Jun 11, 2014 at 8:02 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Thanks to NVR/Ryan Homes for sending a contractor to address the leakage problem in our egress window. On the 5th of June, we arrived home and a contractor was servicing the egress window. When asked what he was doing, he advised that he had replaced something in the window-well to prevent and hopefully resolve the problem.

Although we appreciate what Ryan Homes has done regarding the egress window, two things should be noted. First, similar attempts to address and service leakage problems in the other window (we have two problem windows) had been done but without success. This is the window we attempted to fix by trying to seal the sides of the window-well (to prevent water seepage) in an effort to remedy what Ryan Homes' service department could not. And second, this was done some 3 years after we first reported the problem. Despite this fact, incredibly Ryan Homes continue to use this not only as the reason for our leakage problem, but also as the reason not to fix the problem.

Nevertheless, we still appreciate the fact that they delivered on their promise to service the leakage problem in the egress window; and hopefully, the fix will prove genuine after being tested by future rain falls.

Review: My Wife and I recently signed an agreement to purchase a home from [redacted] for new construction in the [redacted] development. We signed the contract and placed the required deposit for the home. We were informed at the time that there was a price increase to take effect the following day but because we had placed a deposit we would not be subject to this price increase. This was all on April the 5th. Today my wife received a phone call stating that we should have been given the new higher price of the home because of an increase in rates and that they will refund our deposit but will not be able to build our home as prices should have been enforced by April 1st. We looked an at email on the sales reps computer stating that we would not be effected by the price increase. Now we are being told that we can not have our home.Desired Settlement: I would like the home to be built at the agreed upon contract price as this is what we were told we were getting

Business

Response:

[redacted]

Please be advised NVR has offered [redacted] the original agreed upon price he signed for on April 5th. He has accepted the offer and we are moving forward building his new home.

Please let me know if you have any additional questions.

Thank you,

Review: We purchased a Ryan Homes house to be built at [redacted] SC in June. On price list: square foot from 1952, price $237,500. After upgrade the total price is $284,743. At 8/6/14 preconstruction meeting we found on the blueprints square footage is 1890. There is 62 square feet shrink. We had two meetings with manager and VP. They will only reduce price by $2,500 for their mistake. We cannot accept it. Reasons are: The base price is $125.66/sf. After upgrade is $132.75/sf. But their offer for their mistake is $40.32/sf.

Product_Or_Service: New houseDesired Settlement: DesiredSettlementID: Other (requires explanation)

We want a fair offer from Ryan Homes. They should take full responsibility for the misleading mistake.

Business

Response:

Ryan Homes agrees that there was marketing material that did

not reflect the correct base square footage of the home. However,

the marketing material was not a part of the contractual documentation.

The purchase agreement makes no representation as to the actual square footage

of the home; however, the blue prints that are referenced within the contract

do have the correct square footage. Ryan Homes built what was

selected by the customer and the home has not reduced in

size.

Review: I purchased my newly constructed [redacted] Ryan Home in November 2010. Since my settlement date, I have encountered water leaks and dry wall discoloration coming from the ceiling. I contacted the builder on four different occasions within the past four years and gotten no results. In fact, the builder patched the problem and shared with me that "the problem is the owner's not the builder." Ryan Homes also stated me that I have to prove the water leak is the builder's malfunction.Desired Settlement: I would like to have my roof and drywall repaired correctly. Ryan Homes website states a 10-year coverage for footings, beams, trusses, bearing walls, girders, lintels, and structural fasteners. My home is a new construction and repairs should be covered.

Business

Response:

[redacted]

Review: Sub-Standard River Rocks in Driveway.

Hello Team,

While I made booking for my new house in August 2013, I went to see the model house & specifically asked questions about exteriors & Sales Person CD Blanks was kind enough to answer all my Questions.

March 20th 2014, We got possession of our house.

We noticed the quality of stones placed in other Building including Model home is of much higher quality then what they placed in front of our house.

My Wife & Me did bring this to notice of Project Mgr. [redacted] & she did promise to check & get back to us but she never came back with any answer.

Recently my 3 & 1/2 old daughter tripped twice as these stones are much smaller & keep coming on the road all the time, hence I approached [redacted] to fix the problem.

Here are some of the Excuses that came in from Project Mgrs.

[redacted] & [redacted].

[redacted]'s Excuses :- (I have it all documented in EMail)

1, Stones were changed because residents did complain about it (Causing Trip Hazards) but he did not mention the location of the residents.

2, After probing he said, Some resident in [redacted] region & that's the reason they changed stones in [redacted].

3, it was done to reduce Maintenance Costs.

(All Building made in 2013 have high quality Stones, Including Model house)

it means they are still faking to new customers by showing high quality river rocks which they don't provide.

My Question to [redacted].

If [redacted] mgmt. is so concerned about slipping Hazard, why don't they change the exteriors of all the houses in [redacted] (CONDOS, wherever you guys have placed big stones), so that exterior of all are same thus no more slipping Hazard, Can you guys do this?

Excuses from [redacted], He called in Today i.e. 19th May 2014.

1, He did not mention about any Tripping Hazard, but he says decision was made by Developer "[redacted] "

Now I dont know who is telling the truth, as 2 project Mgrs. have different stories/reasons.

I dont want to blame anyone in person, I just want resolution to the problem.Desired Settlement: I just want them to change the existing Cluttery looking river rocks in from of my house to High Quality River Rocks that are placed in Front of Model House & Existing Building.

If given an option, I can also send you the Pictures so that Revdex.com team can see the difference themselves.

I am just looking to get the right product for all the Hard earned money that I have invested.

Thanks/[redacted]

Business

Response:

June 19, 2014

Revdex.com of Metro Washington DC

Regarding complaint # [redacted].

To Whom it may concern,

On June 15, 2014 [redacted] received notice from the Revdex.com

that **. [redacted] had formally filed a complaint regarding the river rock placed

between his and his neighbor’s driveways at the rear of their condo building in

the [redacted] community.

Several employees of [redacted] had spoken to **. [redacted]

about his concern prior to his filing of the complaint with the Revdex.com. Initially, **. [redacted] requested that the river

rock behind his home be removed and replaced with grass or mulch because he

felt the rock was of low quality. He

stated that he felt [redacted] was trying to save money by installing

sub-standard rocks. In fact, the decision

to install river rock between all of the rear driveways was made by the condo

association, [redacted],

the land developer, [redacted], and [redacted] prior to

construction of the first units at [redacted]. Using river rock is a low maintenance product

that helps the condo association keep management fees down for the condo owners

while still providing an aesthetically pleasing ground cover. In other condo communities sod or mulch has

been used, but the grass always dies and the mulch washes away.

After several conversations with **. [redacted], he decided that

he no longer wanted the river rock replaced completely, but rather he wanted it

replaced with larger river rock like that which was used at the model

home. Behind **. [redacted]’s condo building,

[redacted] installed 1” river rock.

Behind the model building 3” river rock was used. [redacted] switched to the 1” river rock

after complaints were submitted to condo associations in several communities

that the larger 3” rock was a tripping hazard.

It was the opinion of [redacted] and the condo association that smaller

1” rock would not pose

these same potential hazards but would still maintain the uniform appearance of

the community.

Further, **. [redacted] was informed that the river rock behind

his condo building could be replaced with the 3” rock, but he would need to put

the request in to the Condo Association.

Because neither he, nor [redacted] Homes, owns the exterior of the condo

buildings and maintenance or changes would have to be approved through the

owner, which is the condo association.

**. [redacted] responded that he would “never” go to the condo association

with this request, only [redacted] or the Revdex.com.

[redacted], Production Manager with [redacted] Homes, encouraged **. [redacted]

several times to follow the proper channels and file his complaint with the

condo association because they would be the quickest way for him to gain

resolution, as well as the fact that the association are the true owners of the

property he is complaining about, but he continued to refuse that option.

[redacted] is committed to customer satisfaction, but cannot

unilaterally act on the exterior of a condo building without the direction of

the condo association that owns that building.

There are nine other condo owners in **. [redacted]’s building and none of

them have complained about the stone between their driveways to [redacted] or

[redacted]. There is no

difference in quality or cost between the river rock placed behind **. [redacted]’s

building and that of the rock behind the [redacted] model building. If **. [redacted] wishes to pursue this further he

will need to address his concerns with the condo association.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Consumer

Response:

Hi [redacted],

Review: I have currently been dealing with the representatives of [redacted] at the [redacted], FL [redacted] neighborhood and local NVR Mortgage representative. I was signed into a contract in May and had been consistently been given conflicting information by both the sales reps and the mortgage rep. My intent was to apply for a USDA home loan in this area. After speaking to the mortgage rep, she convinced me it would be beneficial to apply for both USDA and FHA. I consistently told her USDA was what I wanted. When filling out the mortgage application, she informed me that FHA requires a case number and it was easier to apply for FHA first to get the case number and then switch the information to USDA. In speaking with the sales rep, she consistently assured me I would still be eligible for USDA and the builders will be building my home and another lady's home, in my same phase, first in order to make the USDA deadline. After hearing through friends and family that USDA would not offer any exceptions to their Oct 1st deadline, I repeatedly tried to get in touch with my mortgage rep with no luck. I called, emailed and only received one real response informing me that she would get back to me tomorrow and several auto "out-of-office replies" stating she was in meetings all day and would respond as soon as she was available. She never replied "tomorrow" as her non automatic email stated. I finally called the sales rep and complained about the mortgage rep's lack of response and they were able to get her to respond to me. After having a conversation with the mortgage rep, I was informed I would be sent information regarding my new loan information if I had to do FHA, she would change my information to USDA, and she would get back to me. Not only did I not receive the new information, but she never got back to me. After a week of not hearing from her, I sent an email and then another a week later. Finally, the second email generated another out-of-office reply stating she was out for a week and to contact 2 people in her absence. I was able to get in touch with one person who was finally able to give me all the information I needed, granted it was not what I wanted to hear. He also informed me that my information was not switched to USDA as requested.

I am extremely upset for the run around I was given by the 2 representatives - mortgage and sales. I have not only missed out on this USDA loan, but mortgage interest rates are continuously increasing as are home prices. If it were not for this run around, I would have never signed with [redacted] and could likely have been in another home financed by USDA and with the original 3.25% interest rate I was originally quoted with [redacted].Desired Settlement: I have 2 options of desired outcomes.

1. Have [redacted] homes construct my home to completion by Oct 1st in order to still obtain USDA loan. Or

2. I would like [redacted] homes to pay my entire closing costs and partial down payment assistance for financing the FHA loan with an interest rate below 4%.

Business

Response:

[redacted],

An NVR Mortgage manager had a positive conversation with **. [redacted] on Thursday 8/15/13. They spoke at length about her experience thus far and then addressed the concerns she had with NVR Mortgage, the loan process, the lack of communication, and the questions regarding the USDA changes and how that affected her loan scenario. After addressing her concerns and verifying all of her questions had been addressed to her satisfaction they started working on a resolution. **. [redacted]’s desire is to stay and build a home in this community with the understanding that a USDA loan is not going to be attainable. The manager’s goal is to find a loan program that fits her needs including monthly payment and cash out of pocket. The Mortgage office will be working on a few loan scenarios for her and committed to calling her with those options. Please consider this complaint closed as a resolution is being worked on with the customer. Please contact me if you have any questions or need additional information, ###-###-####.

Thank you

Review: Hardwood floors in kitchen and hallways still having defects. Carpet defects in entire house. Shoddy work received and not honoring warranties.

My Husband and I built a house with Ryan Homes and was completed at end of October, with us moving in beginning of November. Prior to move in we walked to house multiple times finding errors with hardwoods including soft spots and splintering. These were said to be addressed, upon moving in there were still issues with hardwoods and after four times of attempting to spot fix the floors they were then completely replaced. However the floors continue to have soft spots, splintering and excessive gaps. We have notified Ryan homes of this issue and were told John H[redacted] deals with these complaints. After speaking with John H[redacted] multiple times he stated he does not deal with this and has done nothing to resolve the issue. He is very rude on phone and does not contact you back after leaving a message. Due to the hardwood being replaced multiple times and the carpeting being ripped up each time the carpet is destroyed where it is tucked in under hardwood. This was attempted to be corrected however it has not and the contractor stated there is nothing more they can do. We are left with carpeting that has holes and completely pulled away from wood leaving gaps. The quality of carpet is so poor that you cannot clean up a stain by spot cleaning (using the cleaners that are allowed by the warranty) the carpet completely falls apart and fibers fall out and it becomes completely matted. This carpet is supposed to be resistant to normal dirt stains however it is not and then we are unable to clean stains due to carpeting falling apart. The carpet on the stairs is so thin that we, including my three year old daughter, have stepped on nails and has caused bleeding. This was supposed to be taken care of also and has not. I have contacted customer care for Ryan homes and the past two times have not received a call back concerning these issues. The contractor is stating this is Ryan Homes responsibility to contact us, however our messages go unanswered. Besides our floors the workmanship done in our house has been shoddy. Our patio door has a major leak and now caused water underneath our hardwood causing it to need replaced again. There are boards that move under the carpet in our master bedroom and seems that run the length of our master, living room and dining room that have not been corrected. There is a large bump in laundry room due to vinyl not being pulled tightly enough and John H[redacted] stated we need to contact the contractor who stated they will not fix it, which Ryan homes has done nothing about. Our water pressure outside to our hoses is very minimal barely allowing us to run a sprinkler. There are many issues with this house however we are not getting the response from Ryan Homes. We have a year warranty on the entire house and it is not being honored.Desired Settlement: We would like our hardwoods and carpeting replaced with good quality carpets that do not fall apart. This is what we were promised upon building with Ryan Homes and has not happened. We would like our warranty honored. We would also like our vinyl taken care of in laundry room and our water pressure checked. We are asking Ryan Homes to honor their claim to quality products and warranties

Business

Response:

This request was originally received on 6/30/14 assigned [redacted] from the Charlotte Revdex.com. At that time, the following response was issued:

Regarding Case: [redacted]Ryan

Homes has reviewed [redacted] concerns and has coordinated a review of the

flooring by the manufacturer. The manufacturer had a 3rd party

visit the home to inspect the carpeting. (Report

attached). The findings from the inspection indicate that the

damage of the carpeting has been caused by the homeowners use and maintenance

of the product and that the damage is beyond the scope of the manufacturer’s

warranty. For this reason Ryan Homes declines any further action for this

item.

Review: Some time during the month of November 2012 I contacted Ryan Homes at the [redacted] PA. [redacted]. Phone number ###-###-#### Lea G[redacted]. Complained about travis window above front door cracking. She sent out Pete M[redacted] out to investigate. He said it was not a defect caused by home setteling. Miss G[redacted] offered a free window and I would be responsible for the replacement, providing I would signed an agreement that would release Ryan Homes of any future problems at this address [redacted]. I consulted legal council, their recomendation was not to sign the agreement. I hired a professional window contractor to replace the window above front door. Due to window frame bowing the new window could not be installed until window frame is repaired. Also I have additional problems with other windows and doors bowing causing crack glass and unable to open and close doors. Front door leakes due rotting wood frame.Desired Settlement: Would like to be reimbursed for money paid out to vendor fixing travis window. Also would like to be reimbursed for window I purchased and replaced in front of house and would like front door frame replaced or fix where rotting has occurred. Foyer floor needs to be fixed where water seeped through from rotted doorframe. Also rear door should address due to severe bowing. I made a emergency fix in order to get door closed.

Business

Response:

Hello,

I have reviewed the customer's complaint and want to clarify that we are the Delaware North Division of Ryan Homes (an NVR, Inc. company). The customer mentions that the [redacted] Division built his home. They would be the point of contact for his claim and most likely members of the [redacted] County, Pennsylvania Revdex.com.

Please let me know if you have any questions.

Cindy M[redacted]

Business

Response:

Revdex.com,

NVR’s Service manager in the region spoke with [redacted] on the afternoon of 4-18-13. We have agreed to reimburse him for the work that he had done on the 2 windows only. No action on the doors. He is going to email me the receipts for materials and labor. Once we have proof of payment from him NVR will issue him a check. He is happy with this resolution.

Thank you,

Neil S[redacted]

Customer Service Department

NVR, INC.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

NVR did reimburse me for the replacement of the two windows in question. However they did not address the problem with my front door frame rotting and causing water to leak in to the house damaging the wood floor and sheet rock on the wall. They also did not address the problem I had with my back door sill threshold bowing so drastically that the door could not be closed and had a similar problem with front door. A new problem occurred recently with my large window above the front door where the window seal broke. Window company has a ten year warranty and did sent out a replacement window but it will cost $600.00 for replacement. Regards,[redacted]

Review: My wife and I attempted to build a home with [redacted] Homes - [redacted], NY. When you wish to start investigating options, pricing, incentives, etc - they require a deposit (in this case $10,000). They will not discuss options, prices of options, final cost of house, and incentives, etc until they receive the deposit. We told them repeadedl;y that we only have 24,000 cash total, from start-to-close, with a mortgage payment at $3,200/month. They do quick math based on income vs debts and ask us if we have bad credit. They then schedule an appointment to make selections, options, elevations, lot number, etc. They issue this estimate sheet, they call it Cost Evaluation Sheet, which shows total cost, any incentives and rate on proposed mortgage. They use an elevated score to make the numbers look good. They then say " here sign all of this paperwork to get the mortgage company started on working the final numbers out for you and see what programs we can offer based on your credit scores. Don't worry about the numbers, we can shuffle these around and press corporate to get us to a deal we both like" Meanwhile the deposit check is cashed and you meet with their mortgage company (NVR) to start the application process. We received word from the local mortgage company rep that we have been approved - but not official word in the form of a commitment letter. The mortgage rep then gave us a Cost Analysis Worksheet which shows cost of house, deposits due, and closing costs with cash at closing. The first couple of offers had closing cost well above our stated $24,000. They came back with a final offer with closing costs below $24,000, but a monthly payment well above $3,200 ($3,700). When we attempted to end the deal and stated that we want to try to get a higher credit score by using the current money to pay down any balances and also save for a later contract. [redacted] homes then said, you signed a contract that said you merely needed to be approved, therefore we keep you deposit. We had all intentions of returning in about 6 months and restart the process. Reviewing the contract - there is no way out. As a consumer I feel [redacted] homes has a bait-and-switch strategy: a deposit is required to even discuss house costs, any incentives using their lender, and overall cost to live in this house - yet they can choose if you get the deposit returned. I can compare this to auto dealers that guarantee financing - but the monthly payment if unaffordable. In the auto finance world, no deposit it collected before getting the true cost of the car.

They are now trying strong-arm tactics by saying "our corporate attorneys will call you to discuss your options." I am still waiting for a call from them. Hopefully somebody with governing power can see this is unethical and their purchase agreement is a trap.Desired Settlement: Total refund within 30 days.

Business

Response:

A full refund was issued on August 29th. Please let us know if you need any additional information.

Review: On April 5th my husband and I signed a purchase agreement and put down a 3.5% deposit to build a home with Ryan Homes at [redacted] in [redacted]. 6 days later I received a call from a sales rep that I had never dealt with before informing me that the price of the homes has gone up $13,000 and they could not build the homes at the price we paid. While they offered to refund our deposit no other restitution was made and it is our claim that they sold the home to another buyer for more money and now want us out. We negotiated in good faith by signing a contract and exchanging money ( a check that they cashed the very same day they told us they could not build our home). They are blaming this price increase on the price of lumber. However, in no way do I believe the to build a 1500 sq foot town home cost them an EXTRA $13,000 in lumber. They are also notifying us that the incentives we had built into our contract ( a free second bath for using their mortgage company) is no longer available. This is an outrage.Desired Settlement: I would like you to notify Ryan Homes of the complaint lodged against them and consider removing your accreditation of such an underhanded company.

Consumer

Response:

Hi [redacted]

Thank you for responding to the complaint. I apologize but was sure I saw that Ryan Homes (also knows as NVR) was accredited on your website. In response to your inquiry for requested action from the company. I simply request that they honor the contract I was given and signed, and build the home that they agreed to and have subsequently CASHED my deposit check for.

Review: WAS TOLD THAT OUR MAILBOX WOULD MATCH THE OTHERS THROUGHOUT THE [redacted] DEVELOPMENT. THEY ARE PAINTED AND BUILT TO MATCH THE SPECIFICATIONS LISTED WITHIN THE [redacted] HOA GUIDEBOOK. UPON TAKING DELIVERY OF HOUSE, I WAS GIVEN A MAILBOX NOT BUILT TO SPECIFICATIONS AND ALSO BUILT WITH INFERIOR PRODUCTS FOR OUTDOOR USE. THE POST IS NOW WARPED AND TWISTED AND IS LEANING. THIS WAS SHARED WITH MY RYAN HOMES REPRESENTATIVE AT MY FINAL INSPECTION AND WAS TOLD BY THE RYAN REP THAT THAT WAS BUILT TO THE STANDARDS OF THE SUB DEVELOPMENT I LIVE IN. I ASKED HIM TO SHOW ME IN MY HOA BOOK WHERE THE SEPERATE SPECIFICATIONS FOR MY SUB DEVELOPMENT OF STONEGATE AT [redacted] AND HE COULD NOT DO SO. THE REP ALSO SAID THAT IF I WANTED IT FIXED I WOULD HAVE TO CONTACT MY NEIGHBOR TO SPLIT THE COST OF THE REPAIRS. HE ALSO SAID THAT IF HE FIXED OURS HE WOULD HAVE TO FIX THE REST OF THE 45 IN THE SUB DEVELOPMENT. I WAS TOLD I WOULD BE GETTING ONE THING AND RECIEVED ANOTHER THAT IS NOT EVEN A YEAR OLD AND NEEDS REPAIR. BOTH MY NEIGHBOR AND I MENTIONED THIS DURING OUR FINAL WALKTHROUGHS AND WERE BASICALLY TOLD TO FIX IT OURSELVES. I THINK THAT FOR OVER HALF A MILLION DOLLARS BETWEEN THE TWO HOUSES RYAN HOMES COULD AT LEAST USE MATERIALS MADE FOR OUTDOOR USE WHILE BUILDING THEM TO THE PROPER SPECIFICATIONS. RYAN HOMES HAS TO BUILD THESE HOUSES IN ACCORDANCE WITH THE GUIDELINES SET FORTH IN THE [redacted] HOA BOOK. THEY FAILED TO DELIVER A PRODUCT THAT CLEARLY HAS SPECIFICATIONS FOR THE MAILBOX AND HOW IT NEEDS TO LOOK.Desired Settlement: I WANT WHAT I WAS TOLD I WOULD BE RECIEVEING OR MY MONEY BACK. IF THAT CANNOT HAPPEN I AM REQUESTING TO BE EXEMPT FROM THE HOA. IF THE BUILDER DOES NOT HAVE TO FOLLOW THE HOA SPECS WHY SHOULD I?

Business

Response:

Our Ryan Homes Service Manager

has been in contact with the customer. Ryan Homes received direction for

the appropriate mailbox installation from the community developer. Our

Ryan Homes Service team will work with the customer to schedule an inspection of the mailbox.

Review: On 1/4/14 I contacted NVR regarding the new HVAC unit they installed in the summer of 2013 has started leaking . I informed them on 1/4/14, 1/6/14,1/7/14 via mail and email letting them know the progress of the damage daily. On 1/7/14 I emailed [redacted], Director of Customer Service pictures of the damage per her request. On 1/4/14 and 1/7/14 [redacted] came out and attempted to fix the leak. There was no success with this until 1/7/2014. On 1/13/14. a guy from [redacted] came out and was to cut out the drywall due to possible mold . The drywall was only repaired and to date. I have not had any treatment for mold which was discussed and agreed upon by Jerry and [redacted]. I have damage to my carpet , walls , ceiling and baseboards taht are located in to different areas of my home due to this leaking HVAC unit. I have left numerous messages on 1/13 and 1/14 asking [redacted] and Jerry to contact me . I still have not heard from this group od people as yet .Desired Settlement: I am requesting the following :

Total removal of drywall that was saturated for 4 days.

Replacement of carpet and padding

Mold treatment and testing

Replacement of baseboards in hallway and childs room

To be provided with an invoice of all services that have been replaced/treated once the correct work has been acheived.

Business

Response:

[redacted] Homes Service had vendor scheduled to do an inspection of the leak area

to determine if there was a presence of mold, **. [redacted] cancelled that

appointment when contacted by the vendor. At **. [redacted] request, [redacted]

Homes Service begin the repair. When **. [redacted] indicated that there was never an

inspection completed for mold, [redacted] Homes contacted **. [redacted] and the

vendor to set up another appointment. The vendor spoke with her on Jan 22nd

and set an appointment for Monday Jan 27th at 9:00am. They inspected

the home and found no signs of mold and the moisture level was fine to complete

all repairs. **. [redacted] was contacted by drywall vendor and has an

appointment for Feb. 5th to complete all drywall repairs and replace

2 pieces of baseboard. [redacted] Homes Service has requested the flooring

vendor to schedule the carpet/pad replacement for Feb 6th if **.

[redacted] can accommodate that schedule.

Review: NVR aka Ryan Homes uses high pressure predatory sales practices to coerce consumers into their sales contract without realtor representation. Consumer is being told that the sales representative from Ryan Homes will be helping buyer through the sale process. But it is not disclosed, that there is a conflict of interest, where sales person, lender and builder are owned by the same company. Sales representatives, loan officers and project managers are all working together to defraud the consumer, without any checks and balances or professional advice to protect customer interests. As a result NVR Loan officer was able to withheld information about my pre-approval process. Sales representative never alerted me regarding lender’s missed deadlines. Instead sales office advised me that I will be able to select a lender with the best interest rates prior to closing. But to prevent this from happening misinformed me about possible closing date being in October, waited till the last minute to give me 30 day closing date notice in September. My emails to the sales office about selecting a different lender were un-returned, and my sales representative went on vacation for several weeks, returning a few days before closing. These actions left me no choice but to use the builder’s owned Mortgage Company. During one of the visits to the site I noticed water dripping of the ceiling, but was told this is normal process and they see it all the time. . Without a professional realtor advice, I am not able to ensure the quality of the construction work. Ryan Homes sales practices cause consumer a great deal of suffering and allow the company to pocket realtor’s commission and get away with poor construction plus higher than average interest rates and poor customer service. This needs to stop.Desired Settlement: Revise the contract to allow consumer to protect her interest with respect to obtaining fair mortgage rates, compatible with other market offers and ensuring construction quality.

Business

Response:

[redacted],

Review: On August 10, 2014, I signed a purchase agreement to have Ryan Homes build a new construction home for me. I was informed that the house will be ready sometime in December, 2014. I gave Ryan Homes a check of $10,000.00 as a deposit for the project, which was cashed on August 14, 2014. I informed Ryan Homes on August 16, 2014, 6 days later that due to some circumstances beyond my control, I could no longer wait for the house to be ready in December, and wanted to cancel the contract since nothing has whatsoever taken place on the ground. In discussing my intent to cancel the contract with Ryan Homes, the representative requested that I submit a letter rescinding the contract to their sales manager, which I handed it in person on August 17, 2014. On Monday, August 18, 2014, I received a call from the sales manager, convincing me to have Ryan Homes service me, but I told him of the change of my circumstance and demanded a refund of my deposit. He agreed to send me a release form indicating that it will take up to 20 business days to refund my deposit. Meanwhile, I have found another house which is move-in ready and have to close on the house and so I need your help to get my deposit back from Ryan Homes in order to move forward with my new purchase. I have copies of the letter of release from Ryan which I could provide once I hear back from you.Desired Settlement: I need my $10,000.00 back, that's all

Business

Response:

The customer picked up the full refund of their deposit from our division office on Friday, September

12, 2014. Please let us know if you have any additional questions.

Review: Property Sewer Line Not Connected to the City Sewer Line

On December 28, 2014 in the evening my toilet backed up flooding the bathroom and leaking into the kitchen and livingroom area.

House is 9 years old and in 2014 my homeowners insurance had to pay for a new roof due to inferior shingles put on my roof by [redacted].

I cleaned up the water with towels. Called the plumber 12/30/14. Plumber came out and said there is a blockage outside and need to call [redacted]. On 12/31/14 they came out marked the area outside by my sidewalk. The plumbers came out immediately due to the fact we could not use any water in the house and excavated after the city and others mark the lines. After digging 6 ft by 5 ft hole and seven boulders they reached the area (I stayed there for the four hours they worked). The area had two cut pipes, one white and one green cut with a 10 to 8" gap. There were no connecting couplings just a space. The plumbers said that the builder never connected the lines. I called [redacted] on 12/31/14 and their office was closed so I left a message. Had to have the plumbers connect my sewer line to the city line. No call came from [redacted] on Friday, January 2, 2015 so I called them. [redacted] from the [redacted] office said it was an unusual situation after 9 years but I have been in the house by myself, did not use two of the bathrooms or tubs, and on occasion when I had guests I would use the dishwasher. On and off over the years the water in the toilet would rise somewhat and then lower when the washer would be on but did not think anything of that (thought it might not be unusual). The plumbers indicated the boulders acted as a septic system and was absorbed into the ground. Jeremy did not email me back so I called the NVR office in Virginia and a Jason L[redacted] called me back and said they would not in any way help or reimburse me for the damages due to their negligence. Then, [redacted] and Jay H[redacted], District Director of Cust. Serv. came to my house to address my concerns but said they were not negligent and Mr. H[redacted] said he guaranteed that the pipe was connected. Received an email from the city of Spring Hill that stated [redacted] never called in an inspection on the sewer. [redacted] could not provide paperwork that the sewer was inspected. Some other houses in the neighborhood have experienced the inferior shingles and HVAC problem due to the low quality of their workmanship. They claim quality product but from stories I have heard about their homes, "do it for less and cut corners" should be more their motto. My homeowners insurance has increased due to their negligence and I am in danger of being cancelled because of the constant claims. I should have a 10 year warranty on this house. Also, [redacted] Homes should last longer than 9 years without putting tens of thousands of dollars into a home of [redacted] that claims a quality product.Desired Settlement: I am asking for [redacted] to pay for the sewer line I had to pay to connect to the city sewer line of $1,420.00, damages of $3,535.26 for water mitigation of hazardous material, and $4,299.00 to replace my floor that soaked up the sewage.

Business

Response:

Dear Mr. [redacted], Thank you for the opportunity to respond to the Revdex.com ID

[redacted]. Our [redacted] Homes division manager and service manager have

reviewed this complaint and they have met with the consumer. While

meeting with the consumer, they discussed with her that typically, an

unattached sewer tap will present problems with the plumbing rather

quickly. There is no history of plumbing issues that have been brought to

our attention since the consumer took possession of the home in February

2005.

Review: NVHomes has constructed my home and is giving me a hardtime with the below :

1. Lawn/yard/landscaping service :

Most of the trees they provided had already died and when I brought that to their attention, they are refusing to replace them putting blame on my maintenance instead of focusing on the soil test to see if the trees died due to shock. The lot that my home is constructed has lot of dirt because my home was the last constructed home and NVHomes used my lot as dump yard for the construction activity in this community([redacted] community at [redacted] VA)

2. Workmanship issues : There are serious workmanship related issues around drywall, structural and issues regarding air leaks from the main door. They have applied a patch to block the air/draft and this makes me nervous as they are choosing cheap ways to fix issues. Need to understand how the home passed energy star testing with such a big leak in the main door.

Some of the drywalls are so crooked, they cameback in july to fix them to some extend. Such is their workmanship that makes me feel I am being cheated. As of now they are saying they will fix any further issues only during june of 2015, but my concern is will they be able to do a good job next time and why do I have to live with these defects when I paid a full price.

Before approaching my local congressmen or senator I thought I will make a honest attempt through Revdex.com to give them a chance to rectify their shortcomings.Desired Settlement: NVHOmes to replace the dead trees and redo some of the lawn work

AND

Fix all the drywall issues and arrange arrangements for our stay as we cannot live in the house during construction.

Replace the shower door and main door as this is not was promised OR compensate so that I can go buy the desired products from the market

Business

Response:

This is a duplicate of Revdex.com Complaint [redacted] Please close this complaint and we will respond to [redacted]

Review: After purchasing my home through [redacted] on July 31, 2012, I had a leak in my master bathroom in March 2013. They sent someone out to fix the leak and told me that it was the grout around my tub, (which is so impossible because the tub has a huge base/counter around the top and if water got to the grout from the tub I would have to be one HUGE woman). They came out and repaired the grout in the bathroom as a complimentary one time fix. Needless to say, the tub leaked again in the same place in July of 2013. Jerry B[redacted] who is the contractor for the Weston park sub division where I live came out himself and fixed the grout. I kept telling them that it was not the grout but a plumbing issue, that there was a slow leak in a pipe somewhere. They cut a hole in my ceiling and claim they didn't find a leak. They I then had a gas leak in my master bedroom, they came out and found the leak and fixed it after the gas company came out and turned the gas off. Another water leak came from the master bedroom and I called upon a co-worker who works in our construction dept. at my job to take a look at it. He agreed with me that there is no way that it's the grout, but he was puzzled as to where the water was coming from. He said it has to be a slow leak in the pipe or the pan under the shower or tub. Again I had another gas leak and I had to pay to get it fixed and the house is just over two years old. Okay, now it's two years and my warranty has expired. This mind you is the third water leak and the second gas leak. This past Friday, November 21st, my daughter is in the shower and all of my alarms are going off. After looking in the garage I saw water everywhere and water coming from the smoke detector. This time, there is no power in one of my bedrooms because of a shortage somewhere. I called [redacted], they said call the plumber, I called the plumber, they said call [redacted] because it was out of warranty. This is the same leak from a pipe not put together when they build my home and claim it was the grout that they came out to fix and said all was well, now after this last leak they claim that since the warranty is over, the responsibility to get it fixed is mine. This is the same problem that they put a band aid on before and never fixed, now that the warranty is expired, they don't want to fix the problem. This was going on before the warranty expired and I think they are responsibleDesired Settlement: To get to the root of the problem and fix it. Be accountable for the quick and careless home building that they did on my home and fix the leaks.

Business

Response:

Our [redacted] service manager met with the consumer and

investigated the leak with the plumber. It was determined that the leak was the

result of non-maintenance at the shower and tub surround. As a courtesy [redacted]

service performed the maintenance and gave the consumer additional information

regarding ongoing maintenance that will help to avoid future leaks.

Review: My wife and myself visited the model NV Homes of [redacted] in [redacted] PA on Saturday August 24th. We picked a model we liked and where told the price was 599k we picked out options and where told that they had a special going on and that if we used their mortgage company there were incentives. We were told if we signed that day we would recieve a free morning room upgrade and that if we went through their mortgage company we would also recieve 50% off all upgrades up to $120k. We sat down picked our upgrades and left a good faith deposit to come back and sign paperwork in a few days. When we went back to sign the paper work we where told the price of the house was now 615k and that the incentive was a free morning room or 50% off all upgrades. We asked why we couldnt get the 599k price and were told that price is only good if you dont buy any upgrades. I asked about the free morning room and was told it was not included in that price. That the price with the "free morning room" was 615k and you had to use their financing. We alos noticed they added in things to our contract that we specifically told them we did not want like a bay window in the study.Desired Settlement: We want them to abide by the orginal price we were qouted and stop raising the price with no explanation.

Business

Response:

[redacted],

Below is an explaination from the area division manager regarding the events related to the sales process with **. and [redacted]. We consider this issue resolved. Please let me know if you have any questions.

Thank you,

NVR Customer Service Department

**. & [redacted] first came into [redacted] on August 24th and met with my sales associate. They decided the [redacted] would be the best fit for them and put together a basic cost estimate with a base price of $614,990 and the incentive mistakenly represented of 50% off options up to $120,000 AND a morning room. After discussing the weekend with my sales associate I realized her error and reached out to **. [redacted] to inform him of the mistake on Monday, August 26th. Upon further research he let me know not only did he feel we misrepresented the incentive but that he was paying to get his free morning room. The [redacted] at [redacted] has 2 programs: an as low as price at $599,990 with no incentive and a $614,990 price with whatever the current incentive is. I explained to him the programs and he said he still felt that he was having the wool pulled over his eyes but agreed to meet with me on Tuesday, August 25th. At this meeting we did a full cost estimate and reviewed all options and again reviewed the incentive and both programs the [redacted] offers. They asked again since incentive was wrongly quoted by NVHomes that we stand by our word and allow them to purchase the home at that price. I explained that it was an honest mistake and while I wish we were able to offer both the 50% off options and morning room it would be too much of a discount. They informed me they were most likely going to purchase the following day but wanted to discuss the higher price that evening. The next day on Wednesday, August 26th they were much more upset/angry than the previous evening and let me know that if we did not give them either the morning room and 50% off OR offer them the 50% off options with the lower base price of $599,990 they would be forced to take legal action and contact the Revdex.com. They then asked to speak with my manager who delivered the same message. Upon further conversations with my division president they reached an agreement and received an additional $2,000 and purchased the home on 9/1.