NVR Inc

Please see the attached, the $has been refunded

">Dear *** ***,
Thank you for the opportunity to look into the Revdex.com ID ***Our Ryan Homes Service Manager has contacted the consumer to
review their concerns. We have
acknowledged the contractor had run over the curb and damaged a five foot
section of sod. We apologized for the situation
and agreed to repair the sod once weather permits
Ryan Homes appreciates the efforts of the Revdex.com
in bringing closure to the matterPlease do not hesitate to contact us if you
have any additional questions
Best regards,
Corporate Customer Relations

*** ***
The Revdex.com
Dear *** ***:
I am writing in response to Revdex.com complaint ID *** which was submitted to Revdex.com on 3/28/and transmitted to NVR on 4/19/14. The items listed in the claim are as follows:
Wall out of plumb/square
- Basement BathroomWall out of plumb/square - Kitchen
Bathroom mirror misalignment
Each of these items were reviewed during the customer's Post Settlement Follmeeting, which was conducted on 2/20/with an NVHomes Project Manager. Each of these items was within acceptable tolerance, however, NVHomes offered to make additional adjustments to satisfy the customer's desires in the spirit of customer serviceIn the case of the basement bathroom wall out of square the customer elected to have the work completed. In the case of the kitchen wall out of square the customer reconsidered and elected that it would nt be worth making the repair. In the case of the bathroom mirrow, NVHomes adjusted the mirror and then subsequently replaced the mirror to satisfy their desire. On 3/28/the customer reviewed all of the completed work with an NVHomes Project Manager and signed on the Post Settlement form which states that "the items have been completed in an acceptable workmanlike manner and the house was left in clean condition"At the conclusion of that meeting, the Project Manager informed the customer that all future service requests should be directed to the NVHomes Custer Service Department. It is a standard procedure for the Project Manager to be the customer's point of contact during construction of the home and through the Post Settlement Foll(approximately days after settlement). At the completion of the Post Settlement Follow-up, all customer service requests are handled by our Service DepartmentWe have no additional record of service requests or complaints from this customer since the Post Settlement list generated on 2/20/Since recieving the Revdex.com complaint we have reached out to the customer on numerous occasions and have not recieved a response
Sincerely,
*** ***
Vice President

Dear Ms*** -
11pt;">Thank you for the opportunity to look into the Revdex.com assigned ID ***. We have reviewed this complaint and found that Ryan Homes disclosed “The appraisal fee is refundable if the loan is denied or withdrawn prior to ordering the appraisal.” The consumer’s appraisal was ordered days prior to settlement to ensure we would have the completed report in plenty of time for her July settlementPer the Pennsylvania disclosure document titled Application Disclosure dated January 21, her appraisal funds given to NVR Mortgage were paid to the appraiser at that point. Unfortunately, Ryan Homes is unable to honor the consumer’s request for refundRyan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter. Please let us know if you have any additional concerns
Kind regards,
Corporate Customer Relations

[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]
 Complaint: [redacted]
I am rejecting this response because:
I signed a contract, but that has no
binding with what has happened in this case.
Yes, I felt the ridiculous requirement
of the mortgage company that I should get money from a relative and close my
18k car loan to be eligible for the home loan (This is exactly what was told by
Cristina over phone on June 12th) were above and beyond. After
Cristina’s phone call, within an hour, Brian sent a letter with wrong reasons
to cover their mistakes and retain my deposit.
Cristina should be questioned and
she should put it in a letter format what she told me in the final phone call, and
also disclose all her communication between underwriter and Brian on that day.
All the documents were given in
the month of May except another ridiculous demand of a peculiar letter that my
employer [redacted] has never given in their history to any employee before. The
letter, I guess was needed by NVR to manipulate the loan rules. Even that
letter was given on May 22nd with nothing pending from my side. The
letter Brian sent on June 12th with wrong reasons showed the company’s
true color.
Customer refused to pay the fee
for carrying the home from month to month is wrong information from
NVR.  Such communication never happened
and I had already paid them $ 4000.00.
Customer failure to pay moving
from April to May month is again their own problem as they wanted  1 month pay-stub from
the new job I had started on March 25th and they know my start date in February. In fact I had the cash ready to close it in april and was staying in a hotel, but they delayed. now its ridiculous that they say I delayed.
NVR has not attempted to answer
90% of the original complaint and it already has all the information necessary
for the case. Their mistakes were clearly explained in my original complaint in
proper order as in a court document with exact information with dates.
Sending another blunt reply like
this and opening mouth only for giving wrong information will not resolve this
issue as it only wastes my time and Revdex.com’s time, and delay will cause them more
than they will imagine. Legal consequences and penalties will be heavy and
another strike on their already spoiled reputation and everyone knows that courts have zero
tolerance on any type of mortgage fraud.
Revdex.com should publish my complaint and all the communication in their website. Revdex.com has helped me resolved a case
before and the company accepted the mistake and paid the compensation including
a letter stating no fault on my part. I appreciate Revdex.com’s involvement in helping
innocent customers.
Please let me know if you need any document proofs, emails etc.
Regards,
[redacted]

Dear [redacted],
 
Ryan Homes local service department has been in contact with [redacted]. 
Ryan Homes has...

installed additional features in the unit above [redacted]'s to reduce the noise tranmission to her home and we have reviewed the Acoustical Sound Assessment conducted on January 31st, 2014 and concluded that [redacted]'s home has been built within building code specifications.  
Best Regards,
Neil S[redacted]
Customer Relations

June 19, 2014
Roman">
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.

Ryan Homes has offered [redacted] the option of fixing her roof leaks or
splitting the cost of a new roof with...

her.  Ryan Homes explained that [redacted] was not the contractor that completed her roof.  [redacted], which is a [redacted] affiliated contractor completed her roof. While [redacted] roof is not
warranted by Ryan Homes at this point in time, we are willing to assist with repairs or replacement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I want to thank Suzanne C[redacted] for her Outstanding Work!!!  
Regards,
[redacted]

Dear [redacted],
Thank for you bringing the additional concerns of the
consumers to our attention.   
While Ryan Homes appreciates the concern the consumer has
over the current condition of the driveway, the pitting and spalling that
exists is primarily located within the main traffic pattern of the driveway and
the approach.  These areas are most susceptible to salt and deicing
compounds being tracked onto the concrete from daily vehicular traffic in the
harsh winter months.  These conditions do not currently exist on other
concrete surfaces at the home such as the city walk, lead walk, or stoop. 
For this reason it is advised in the Homeowners Manual to apply a concrete
sealant to protect surfaces from deterioration due moisture saturation during
freezing conditions.  There are many types of sealants available that
provide varying degrees of protection for specified applications and periods of
time.  Although the appearance of the concrete has been impacted, the
overall strength of the concrete slab still is suitable for automotive and
pedestrian traffic. 
In the spirit of customer service we would like to provide
labor and material to pressure wash the driveway and approach in order to
remove any loose material and residual sealants or cures, and to apply a high
quality penetrating sealer that will help to rd the penetration of moisture
and minimize the further deterioration of the concrete surfaces. 
Please do not hesitate to contact us if you have any
additional concerns.
Best regards,
Corporate Customer Relations

[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]
 Complaint: [redacted]
I am rejecting this response because:Please see the attached document.  My responses are in RED.
Issue #1 – Rough in plumbing installed in the wrong location in the basement¦  Ryan Homes was not notified of any issues with the location of the plumbing rough-in in the basement until the Revdex.com complaint was filed on 3/4/14.  Customer did not note the rough in location issue on either the Presettlement Demonstration form prior to settling on the property or at their Final Inspection which occurred approximately 10 months after settlement.   Ryan Homes will gladly review the location and if it is incorrect will have our plumbers complete any necessary work to make sure it is installed in the correct location.  However, it appears customer has already had this work completed and is simply looking for compensation.  Since Ryan Homes did not have the opportunity to inspect or correct any possible deficiencies prior the homeowner completing the work we will not repay customer costs.Ryan Homes – Jason L[redacted] was contacted on 7/18/13 about the rough-in plumbing.  I was told that the plumbers would be back to fix the issue but never heard from them.  We were at the point that we needed to get the plumbing fixed so we did it ourselves.  No follow from anyone was every returned.  When did our final inspection, it is hard to believe that we would have to take a tape measure and make sure everything was in the correct place.  The plumbers did not allow for studs/wall materials when they located the plumbing.Issue #2 – Drywall tape separating from joints¦  Ryan Homes was not notified of any drywall separation issues until the Revdex.com complaint was filed on 3/4/14.  Ryan Homes does include a 1 year warranty on drywall cracks but [redacted] homes is approximately 2 ½ years out of warranty based on his settlement date of 8/12/11.   In addition to the one year warranty provided Ryan Homes offers a onetime drywall inspection typically held at the one year point after settlement at which time cracks, nail pops, etc. are repaired.  This one year drywall inspection did occur on 8/17/12.  Again, at that time all drywall issues were completed and the warranty then expired.Nail pops were fixed as described during the 1 year drywall inspection, however, the current cracks indicate improper installation of drywall taping.  I understand settling cracks but these cracks follow the edge of the drywall tape and it’s clear that the tape has separated from the wall.  No offer to come back to house to inspect was ever made.Issue #3 – Shower leak due to improper installation of the shower pan drain¦  Ryan Homes was not notified of this issue until customer emailed on Saturday 3/1/14 with a follow up email on 3/4/14.  The Ryan Homes Service Manager contacted the customer that same day.  The customer informed the Ryan Homes Service Manager that he was already proceeding with repair work without having given Ryan Homes the opportunity to review the issue in person.  Furthermore, the customer did not want to allow Ryan Homes service personnel to inspect the issue in person.  Customer attached several pictures with his email dated 3/4/14.  From the pictures it is evident that the drain did not leak as described by the customer.  There is no damage to any subfloor immediately around the drain which would be the first area to show signs of water damage if the drain was in fact leaking.  In addition, there is no sign of damage to the drywall ceiling immediately below the drain which is where any leaking water at the drain would have fallen.  Several pictures do show subfloor damage outside the shower enclosure immediately adjacent to where the shower enclosure meets the vinyl flooring.  Based on the pictures provided it appears that the caulk where the shower pan meets the vinyl flooring needed maintenance.  Ryan Homes will complete caulking work one time in the first year the home is under warranty.  This home was nearly 2 ½ years out of warranty when the customer contacted Ryan Homes and therefore this is considered a homeowner maintenance item.  An improper drain was used in the shower that caused the leak.  Every shower drain that I have seen has some sort of clamping/screw down method that clamps down onto a rubber seal to prevent water from getting around the pipe.  The drain that was installed just had a rubber gasket that could move freely around the pipe.  Water was able to get around the pipe, under the gasket, and to the rubber membrane that was under the shower.  That membrane had a clear mark where water was running along it to the edge then to the floor.  The caulk at the shower basin and floor was not separated.  I was unable to provide pictures of that because I had to take care of the mold problem because it makes my wife very sick.  I did not have time sit around and wait for inspection.In conclusion, Ryan Homes was not given the opportunity to review any of the customer’s issues in person.  The customer proceeded with repair work without allowing the Ryan Homes Service Department to inspect any of the three items mentioned in the Revdex.com complaint.  The customer did supply pictures for one of the three issues but the pictures do not appear to support the customer’s claim that the drain was installed incorrectly.  Lastly, all three items are no longer covered under the warranty timeframes provided for in the Ryan Homes Warranty Guide which was provided to the customer both at the time they purchased and closed on the home.  Regardless, if allowed Ryan Homes will inspect the issues in person if the customer permits.  However, Ryan Homes will not reimburse [redacted] for any work which he has already completed since we did not have the opportunity to address.Ryan Home will not be given the opportunity to fix the problem because they allow terrible work to be completed by questionable labor.  The basement plumbing and bathroom leak have already been taken care of and the work was done the right way.  The bathroom leak had to be addressed quickly to get the mold out of the house.  The drywall will be fixed soon enough by me as the homeowner because we do not trust Ryan Homes to fix it correctly.  Our neighbors have also had various problems with their houses too.Please do not hesitate to contact us if you need any further information.Best regards,

Dear [redacted],

class="MsoNormal">The following is a detailed respose to each of the inquiries made in Revdex.com Complaint [redacted].
Issue #1 – Rough in plumbing
installed in the wrong location in the basement
n  Ryan Homes was not notified of any
issues with the location of the plumbing rough-in in the basement until the Revdex.com
complaint was filed on 3/4/14.  Customer
did not note the rough in location issue on either the Presettlement
Demonstration form prior to settling on the property or at their Final
Inspection which occurred approximately 10 months after settlement.   Ryan Homes will gladly review the location
and if it is incorrect will have our plumbers complete any necessary work to
make sure it is installed in the correct location.  However, it appears customer has already had
this work completed and is simply looking for compensation.  Since Ryan Homes did not have the opportunity
to inspect or correct any possible deficiencies prior the homeowner completing
the work we will not repay customer costs.
Issue #2 – Drywall tape separating
from joints
n  Ryan Homes was not notified of any
drywall separation issues until the Revdex.com complaint was filed on 3/4/14.  Ryan Homes does include a 1 year warranty on
drywall cracks but [redacted] homes is approximately 2 ½ years out of warranty
based on his settlement date of 8/12/11.  
In addition to the one year warranty provided Ryan Homes offers a onetime
drywall inspection typically held at the one year point after settlement at
which time cracks, nail pops, etc. are repaired.  This one year drywall inspection did occur on
8/17/12.  Again, at that time all drywall
issues were completed and the warranty then expired.
Issue #3 – Shower leak due to
improper installation of the shower pan drain
n  Ryan Homes was not notified of this
issue until customer emailed on Saturday 3/1/14 with a follow up email on
3/4/14.  The Ryan Homes Service Manager
contacted the customer that same day. 
The customer informed the Ryan Homes Service Manager that he was already
proceeding with repair work without having given Ryan Homes the opportunity to
review the issue in person.  Furthermore,
the customer did not want to allow Ryan Homes service personnel to inspect the
issue in person.  Customer attached
several pictures with his email dated 3/4/14. 
From the pictures it is evident that the drain did not leak as described
by the customer.  There is no damage to any
subfloor immediately around the drain which would be the first area to show
signs of water damage if the drain was in fact leaking.  In addition, there is no sign of damage to
the drywall ceiling immediately below the drain which is where any leaking
water at the drain would have fallen. 
Several pictures do show subfloor damage outside the shower enclosure
immediately adjacent to where the shower enclosure meets the vinyl
flooring.  Based on the pictures provided
it appears that the caulk where the shower pan meets the vinyl flooring needed
maintenance.  Ryan Homes will complete
caulking work one time in the first year the home is under warranty.  This home was nearly 2 ½ years out of
warranty when the customer contacted Ryan Homes and therefore this is
considered a homeowner maintenance item.  
In
conclusion, Ryan Homes was not given the opportunity to review any of the
customer’s issues in person.  The
customer proceeded with repair work without allowing the Ryan Homes Service
Department to inspect any of the three items mentioned in the Revdex.com
complaint.  The customer did supply
pictures for one of the three issues but the pictures do not appear to support
the customer’s claim that the drain was installed incorrectly.  Lastly, all three items are no longer covered
under the warranty timeframes provided for in the Ryan Homes Warranty Guide
which was provided to the customer both at the time they purchased and closed
on the home.  Regardless, if allowed Ryan
Homes will inspect the issues in person if the customer permits.  However, Ryan Homes will not reimburse Mr.
Byers for any work which he has already completed since we did not have the
opportunity to address.
Please do not hesitate to contact us if you need any further information.
Best regards,
Neil S[redacted]

The NVHomes service team has met with [redacted] and ageed to a list of items need repair in his home.  Work...

is scheduled to begin on 10-6-14 and complete 10-8-14.  [redacted] and his family will not need to move out of the home during these repairs.  NVHomes will properly cover the areas that
are having repairs and we will have the house professionally cleaned after completion.
 
Please do not hesitate to contact us if there are any additional concerns on this complaint.
 
Thank you.

Dear [redacted].
Roman">
Thank you for the opportunity to respond to the Revdex.com assigned
an ID of [redacted].  We have addressed the
consumers concerns about the front door. 
We appreciate the efforts of the Revdex.com in bringing
closure to this matter.  Please do not
hesitate to contact us if you have any further questions on this matter.
Kindly,
Corporate Customer Relations

[redacted]
 
face="Calibri">Thank you for the opportunity to respond to the Revdex.com ID [redacted].  We have reviewed the complaint and found that
the consumer settled on his home on March 5th, 2013.  There is a 2 year warranty on the HVAC
system. 
In the complaint, the
consumer states that he had contacted Airtron, the vendor who the HVAC system
is warranted through.  Ryan Homes does
not have any documentation of this call. It has been explained to the consumer
that it is the purchaser’s responsibilities to contact Ryan Homes when a defect
occurs during the warranty period.  In
doing so, this allows Ryan Homes to coordinate repairs or replacement of defective
components of the HVAC system through the warranty.  The consumer contacted Ryan Homes via e-mail
on March 4th, 2015, after the work was performed by an outside contractor
that the consumer hired.
Ryan Homes warranty clearly states that the installation of
the HVAC will be free from defects in workmanship of the original installation
which appear at any time within two years after the warranty date through the
service of the original installer.   Ryan
Homes has contacted the consumer and set up a meeting this week to investigate
this matter further.  Ryan Homes will supplement
its response after this investigation. 
We appreciate the efforts of the Revdex.com to bring closure to
this matter. If you have any additional questions
or concerns, please do not hesitate to contact us. 
Kind regards,
Corporate Customer Relations

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

face="Georgia">
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.
To
date the Homeowner has not requested for Ryan Homes to check the water pressure
within the home.  The local water authority would be able to verify the
water pressure running to the home.  Ryan Homes can check if there
continues to be issues with exterior hose bib water pressure if the water
authority review does not resolve the problem.
We appreciate the efforts of
the Revdex.com to bring closure to this issue. If you need any
further information, please do not hesitate to contact us

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. 
 
It was agreed that Ryan Homes
would do this to provide proper drainage.  The Project Manager graded and
relocated a swale out past the homeowners’ new patio and installed sod. 
After a few days of utilizing a timer and using water from the customer’s home,
the Project Manager provided the watering to the homeowner’s newly installed
sod. 
 
Though it is not our general
policy to refund a water bill from sod replacement, as a courtesy, we will
agree to contribute $300.00 toward the reimbursement.  The homeowner can
forward a copy of the water bill to our Customer Care Department. We can be
reached at ###-###-####, Monday through Friday from 7am to 7pm.

We received your Revdex.com complaint
regarding your HVAC on the second floor of your home.  We pulled your
service record and...

do not see any record of you contacting Ryan Homes Customer
Service or Masters HVAC regarding the issues you mentioned.
 
Even though your home is beyond
the Ryan Homes warranty, we would still like to evaluate your concern to
understand the situation more clearly and to work toward a resolution. 
Please contact Ryan Homes Customer Service at (877) 550-RYAN and we will schedule
a Ryan Homes Service Manager and HVAC contractor to meet at your home.
We received your Revdex.com complaint
regarding your HVAC on the second floor of your home.  We pulled your
service record and do not see any record of you contacting Ryan Homes Customer
Service or Masters HVAC regarding the issues you mentioned.
 
Even though your home is beyond
the Ryan Homes warranty, we would still like to evaluate your concern to
understand the situation more clearly and to work toward a resolution.  Our Ryan Homes Service Manager will be contacting you to schedule a a time we can meed at your home with an HVAC contractor.

Ryan Homes use the cheapest inferior material to build homes. Due to the quality of the material, water went straight through the soaking tub upstairs and ruined the carpet, the ceiling fan and my pictures in the great room located right below the master bathroom. Once the carpet was taken up, the quality of the padding was shameful. I could not believe the tattered and torn condition of the padding, I had to take pictures. Now I have to settled for carpet that is being installed like patch work. I am pissed because this is not a hook up nor is it free. I am paying to have this house built and in the sixteen months I have lived here I haven't missed a mortgage payment. I feel cheated by the dishonest and poor quality of material used. I would recommend Ryan Homes or NVR to build anything ever again. Not even for a dog. I don't enjoy paying good money for poor quality.

Our Service Department is happy to review the tile with the homeowner and will be in touch to schedule a time when [redacted] is available.