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Revdex.com of Metro Washington DC
Oct
to me
---------- Forwarded message ----------
From: *** *** (***)
Date: Wed, Oct 1, at 10:AM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #
To: "[email protected]"
This case should be closed as NVR/Ryan Homes has settled/refunded my deposit in full
Thanks,
*** ** ***
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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because the house was delivered to us in haste in March, There was leaky issue in our master bedroom, and water leaks in the garage during the first year ( A numbrr of the houses on my block had similar leaky issues during the first year) I contacted Ryan homes The company was reluctant to come to fix the problems Ryan homes told me it was maintenance issue and that I needed to do caulking I complained and told them that a house that is built well does not need to caulk every year in order to avoid leaking A number of my friends who owned new houses told me that they did not caulk for several years and their roof did not leak and there was no water getting into the garage Finally, due to my complaint, Ryan Home came to fix the problem It is now 3-years since they fixed the issues There is no leak from the roof into my bedroom and there is no water coming down into my garage, even though I did not caulk This proves that my house was not well built since the beginningThe city inspector checked for big things to make sure that the house is safe to live in and to meet the building codes It is not the inspector's job to check small things such as flashing on the window Even though the wood is rotten due to your worker's mistake, the house is still safe to live in Like I stated before, wood does not rot in one year It takes about years to rot and it has taken years for me to discover that your worker did not install the flashing for my house As I stated before, there is flashing on my neighbours' houses, that is why they do not have the similar problem like I have The function of the flashing is to protect the wood from rotting Had your worker remembered to install the flashing, the wood on top of the sliding door would not rot to the state it is in now So please do not tell me that it is a maintenance issue
*** ***,
A good company would stand behind the workmanship of its workers If the worker forgot to instslall the flashing during construction, then they need to acknowledge that and fix the problem for the owner, regardless how long she has owned the house After all, the owner did not make the mistake; the worker did It is the company's responsibility to deliver a well- built house to the owner If the company chooses not to stand behind his worker's workmanship, then please let my response stay on the internet for people to read Thank you so much for your time
Regards,
** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This is why I am bringing this matter to the RevDex.com. *** Homes did not go out of business and or, declare bankruptcy. They bought *** Homes. NVR/*** Homes is giving me the run around for their mistake
Regards,
*** ***

Good afternoon *** ***,
Thank you for the opportunity to
respond to the Revdex.com complaint assigned ***. Our *** ***
service team has been in contact with the consumer. The leak that the
consumer experienced to the roof was due to ice damming (a non-warrantable
item). *** *** is working with the consumer to assist with the
necessary repairs
We appreciate the efforts of the
Revdex.com to bring closure to this matterPlease do not hesitate to contact us if we
can provide any additional assistance
Best Regards
Corporate Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I would also like to state that I am very impressed with the way this was handled The Productuon manager I spoke to handled my concerns with great interest and was very sincere in wanting what was best for my family This is the biggest purchase I may ever make in my life and at times I got difficult with the production manager yet he still continued to follow up and be very cordial and helpful and wanting to help resolve my issues I fee the production manager came up with a very nice remedy to my situation and I feel really good about this purchase and knowing that I'm dealing with a first class organization who truly sees to it they make sure their customers are taken care ofThank you Ryan Homes for doing the right things
Regards,
*** ***

Dear Ms*** -
Thank you for forwarding the additional comments from the consumer. Ryan Homes remains committed to work through the consumer's concern to resolution. While the consumer would like to keep this Revdex.com complaint opened until all items are resolved; Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern
Kind regards,
Corporate Customer Relations

Thank you for the opportunity to look into the Revdex.com ID *** Our local office has been in contact with the consumer and we are working directly with him to address his concerns We are addressing the outstanding items and will complete the work by August 7, 2015. We
appreciate the efforts of the Revdex.com, please do not hesitate to contact us if you have any additional concerns. Best regards,Corporate Customer Relations

Dear *** ***
Thank you for the opportunity to
respond to the Revdex.com assigned ***.
Our Ryan Homes production team met with the consumers on 4/15/to
review their Revdex.com complaint and all concerns regarding the construction of the
home. At this meeting, the consumers indicated that they were comfortable
with our response and action plan to move forward. They were offered
their money back and a full release of contract during the meeting if they did
not feel comfortable moving forward. The consumers indicated that their
desire was to continue the process and purchase the home
We appreciate the efforts of the
Revdex.com it bringing closure to this matter. Please do not hesitate to contact us if you
have any additional concerns on this matterBest regards,
Corporate Customer Relations

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.
Our
Customer Care is available from 7am to 7pm Monday through Friday to discuss
additional concerns that the customer may have about their Ryan HomeCustomer
Care can be reached at ###-###-#### or [email protected]
We appreciate the efforts of the
Revdex.com to bring closure to this issueIf you need any further
information, please do not hesitate to contact us

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:While Ryan Homes has proposed two solutions to the problem, they have not followed through with the promised solutions within the timeframe that their own team members have indicatedAlso note, in our meeting we decided to proceed with building with Ryan Homes contingent upon the issues above being remediedRyan Homes proposed two solutions to the physical problems with our homeThe solutions indicated were as follows: a structural engineer was to evaluate our crumbling foundation and create a stamped report with recommendations on how to fix / if a fix is required, and the home was to be supplied with new housewrap as indicated by the project manager when the problem was first brought to his attention the week before this complaint was lodgedBoth of these items were to be completed by today, Friday, 4/24/as proposed by Ryan Homes and as indicated in our meeting notes submitted to Ryan Homes after the meeting noted belowAs of today, 4/24/at 7:pm, the housewrap has not been replaced as promised by Ryan Homes and we have not received a structural engineering reportRyan Homes has commenced with putting trim over the portion of the foundation that is crumbling (hiding the issue).The other issue discussed in our complaint was a lack of accuracy in communications from Ryan Homes staffWe met with the project manager, Josh L***, and Steve L***, the production manager for our division, during the meeting noted in Ryan Homes' response and aboveDuring this time, I asked Josh and Steve about why there was no blocking to prevent the floor joists from rotating in placeBoth men rushed to assure my husband and I that Ryan Homes no longer uses blocking between their joists as it creates squeaking issuesI asked them to see their construction drawings at this same meetingBlocking was clearly shown as required between the joists, and particularly in the area that I had asked aboutAdditionally, this week the Ryan Homes quality control team member has marked the areas in question as requiring blockingIt is concerning that during a meeting to address a complaint about poor communication and lack of communication, both members of Ryan Homes's staff rushed to tell us something that was patently untrueI'm assuming that this occurred either because they didn't know the answer and just made something up, or because they have been trained to minimize customer questions and complaints by creating easy falsehoods that an un-knowledgable customer would never think to questionAdditionally, they have communicated promises that Ryan Homes has again not followed through withWe will continue with our complaint and will request our full money back and termination of the contract if these issues are not resolved
Regards,
*** ***

Dear
*** ***,
face="Times New Roman">
Thank you for the opportunity to respond to the Revdex.com
complaint assigned ID ***Prior to the receipt of this complaint, our
Ryan Homes Service Manager was made aware of these concerns and has been
working with directly with the consumer to address the open issues.
We appreciate the assistance of the Revdex.com to bring
closure to this matterPlease do not hesitate to contact us if you have any
additional questions on this
Regards,
Customer Relations

*** ***,
Roman">
Thank you for the opportunity to respond to the Revdex.com ID
***. The amount the consumer is
seeking are refund on is the standard fee collected up front when beginning the
home buying process and part of the contract.
It specifically covers the cost of the Appraisal and the Credit Report
and is credited back to the buyer at the closing.
The consumer has cancelled their contract with Ryan Homes
and the amount requested has been refunded
We appreciate the efforts made by the Revdex.com to bring closure
to the concern. Please let us know if
you have any additional questions regarding this matter.
Kindly,
Jason L***
Corporate Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because: It is not a touch up issue on the grout, the tile was not installed correctly to begin with resulting in a failure of the joint-and it is spreadingNot all cracks were fixed either (covered up with caulk is not a solution to the problem)For an advertised custom built home at this price point the craftsmanship is not even standard industry practice and is not acceptable.Regards,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
While we are in contact with the business, we will only close out this complaint when the problems are addressed and the solutions completed
Regards,
*** ***

Great company with great customer service

I have
reviewed the emails and contract materials in addition to the flyer referenced about the spec and have spoken to the Sales and Marketing Representative, Kim S*** as well as the Sales Manager and Production Manager who authorized the change order for the kitchen cabinetsWhile there may have been initial confusion created about the color of the cabinets included in the spec home that you purchased and those shown in the model home - all of the contract paperwork as well as the flyer clearly state that the cabinets in the home were "Kitchen Upgrade *** Square Maple Cognac"This is noted on the attached Master Selection Sheet and the Change Order AddendumThe cabinets in the master bathroom are also noted as a separate selection line item as "Vanity Owner's Bath Upgrade *** Square Maple Cognac"There is a bullet on the spec flyer you referenced that notes the kitchen cabinets as "Maple Cabinets" as wellBecause this was a spec home - all of these selections noted were already set at the time of purchase and could not be revisedThe contract and subsequent emails between customer and Ryan Homes reinforce that no additional changes could be made to the home since it was already under constructionAfter the *** Maple Cognac cabinets were delivered to the home for installation, *** ***'s son stopped by the home and noted that the color of the cabinets was not the same color in our model home and he communicated to her that she may not like the colorWhat followed was a communication between *** ***, a friend (*** ***), and the Sales Representative about changing the kitchen cabinets - a major challenge because the home was near completion and the Maple Cognac cabinets were in the homeSince the entire purchase process was conducted from out oftown and over email- and in consideration that there may have been confusion about the Maple Cognac color - Ryan Homes Sales and Construction Managers intervened and agreed to allow a late change to the kitchen cabinetsThis decision was very costly since it required the additional labor costs of re-packing the cabinets, large shipping fees, and a substantial re-stocking fee for the return of these cabinetsIn addition, we were unable to recoup the cost of the original cabinet suite from the manufacturerNew cabinets had to be special ordered from a local source to expedite the delivery and installation at a much higher cost to usBecause ofthe high cost ofthis change during the trim phase of construction, and to satisfy this customer request to remove the included Upgrade cabinets and replace them with upgrade cabinets, we agreed to make the change for a change fee of $(to offset the costs noted above), as well as the option price difference between the two cabinet upgrade levels - which was $As noted in the attached signed Addendum, this was a solution that both parties agreed to and a Change Order was signed by you on 5/13/Ryan Homes proceeded with the kitchen cabinet revision and the installation of the new white cabinetryOur team believed that we were able to provide the customer with the cabinetry she preferred in her new home - a fair solution for both partiesThe letter appears to reflect two misunderstandings about the upgrade level of the included cabinets versus the white cabinetry, and why the master bathroom vanity color is Maple CognacThe letter from *** *** referenced that the white cabinets are the same level of upgrade that she thought she was getting included in the spec priceWhile I appreciate that there was confusion about the actual tone/color of the Maple Cognac cabinet, the level of upgrade never changed in any of the paperwork or in their representationAll contract and selection paperwork refers to the Maple Cognac as "Upgrade 1"The white cabinets ultimately selected are an "Upgrade 2"The new cabinets are a $option upgrade and the maple cabinets included in the original master selection sheet, are a $option upgrade, so the $charge she paid for this was accurateAs for the vanity cabinets - these are a separate feature and a separate line item in all of the master selection paperwork and contract addendaAgain, all ofthe paperwork refers to the vanity cabinet as Upgrade I understand *** *** may not personally consider this color an upgrade, but they are an upgrade cabinet as referenced on all of the contract paperworkRevising the master vanity was never discussed and no paperwork or change orders were generated to revise this separate option selectionThis selection never changed from the time of purchase to your final delivery and the color was known to be different from the model home at the time of the kitchen cabinet request, so it should not have been a surprise for *** *** to see this prior to her settlementSince her settlement over months ago, *** *** has represented her satisfaction with her new home on several occasions including in an email the day of settlement and on her Customer SurveyWhile I do understand the areas that created the confusion and missteps in this process, I believe that we offered, and *** *** accepted, a solution that was agreed to in good faith, by both parties to ensure her satisfaction with her new homeI continue to believe that the fees that were charged for the change are fair and equitable as well as necessary to execute the change requestedUnfortunately, there simply isn't any communication or documentation requesting a change to your vanity that would support a change or a refund at this timeSincerely,
Beth G***,
Division Manager
Ryan Homes

Dear *** ***,
Roman">
Thank you for the opportunity to respond to the Revdex.com ID
***. Our service manager has been
in contact with the consumer. The
consumer is unavailable immediately but will contact our service team when he
is ready for the floor repair process to begin
I appreciate the efforts of the Revdex.com to bring closure to this
matter. Please do not hesitate to
contact us if there are any other concerns regarding this complaint
NVR Customer Relations

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.
Ryan Homes acknowledges that there was a misunderstanding
due to the marketing materials and in good faith offered the consumer $
which they have to this point declined

Complaint: ***
I am rejecting this response because: The company flat out lied!!! They have not addressed the Complaint They have not contacted us and have not Replaced the Defective Door which Brian S*** promised my Mother-in-law when he was last at our house in January and I also have the Email of him telling me he Ordered a New Door, dated January 12, This is obviously a Horrible Company who not provides horrendous customer service but also lies!!!
Regards,
*** ***

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Description: HOME BUILDERS

Address: Po Box 2249, Minot, North Dakota, United States, 58702-2249

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