NVR Inc

Dear Ms. [redacted] –
Thank you for the opportunity to look into the Revdex.com ID [redacted]. ...

Ryan Homes has reviewed the complaint.  The consumer made settlement on his home in December 2014.  The issues outlined in this complaint are warranted for a period of one year.  Ryan Homes Customer Care is happy to provide guidance and contact information for vendors that would be able to work with the consumer to address his concerns.  Customer Care can be reached at ###-###-####, or by submitting an online information request at www.MyRyanHome.com. Customer Care is available Monday through Thursday from 7 am to 9 pm, and Friday 7 am to 7 pm EST.
 
Ryan Homes appreciates the Revdex.com in bringing closure to this matter.  Please do not hesitate to contact us if you have any additional concerns.
Kind regards,
Corporate Customer Care

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Ms. [redacted] –
Thank you for forwarding the Revdex.com complaint...

assigned ID [redacted].  Ryan Homes has reviewed the concerns submitted by the consumer. The flashing repair request outlined in the complaint has been examined by our roofing vendor on multiple occasions and found to be within the warranty tolerance.  In regards to the odor smell within the home, unfortunately while at the residence, our service staff did not smell or observe any moldy/mildew smell or staining.  We have asked the consumer to provide documentation or photos showing the evidence of mold so it can be addressed, if warranted. Ryan Homes is willing to work directly with our customer to address any warrantable issues outlined in the complaint.  Ryan Homes is committed to see this issue through to resolution with the consumer. 
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern.  Please do not hesitate to contact us if you have any additional concerns.
Kind regards,
Corporate Customer Relations

Dear
[redacted],

face="Times New Roman">
Thank you for the opportunity to respond to the Revdex.com
complaint assigned ID [redacted]. Prior to the receipt of this complaint, our
Ryan Homes Division Manager became aware of this concern and met with the
consumer. Ryan Homes and the consumer have come to an agreement to address
their concerns.
 
We appreciate the assistance of the Revdex.com to bring
closure to this matter. Please do not hesitate to contact us if you have any
additional questions on this.
 
Regards,
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Thanks, they have completed half of the issues. I will let you know when they fix them all. 
Regards,
[redacted]

From: [redacted]
sans-serif;"><[redacted]>Date: Mon, Dec 15, 2014 at 8:53 PMSubject: Complaint #[redacted]To: [email protected]
Sir or ma'am,It seems that Ryan Homes (NVR) has finally responded and has paid my claim.At this time, my Revdex.com complaint, #[redacted], can be closed. If they didindeed send the requested amount, this can be closed as consumer satisfied.Thank you,[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 respectfully reject NV Homes response to our complaint regarding our master bathroom heating vent leak.  First, I am pleased to hear that there are no structural issues concerning the integrity of the roof according to their assessment.  The larger issue at hand is that this is a design flaw with how the vent is designed and placed.  Representatives from both NV Homes and their sub contractor who performed the installation during the original construction of our home said as much to this issue.
My desired resolution to the issue would be for NV Homes to correct the design flaw immediately along with replacing the damaged ceiling dry wall around the vent caused by the water that came through.  I also find it hard to believe that this is acceptable, when none of our neighbors are having a similar issue.  And if our neighbors were have a similar issue how this could be accepted as standard practice for a home builder of their reputation. Where is their pride in workmanship and quality.  
I find it rather disingenuous that in speaking with NV Homes representatives they shift blame for the current design to the that it is Frederick Country Building Code, rather than finding or developing a plausible solution for the problem at hand.  They chose not to do anything because of the fact by doing so would set a precedent and would require NV Homes to act in the best interest of the customer rather then the shareholder.
Regards,
[redacted]

We stand by
our previous response. 
The problem
that the homeowner experienced with the HVAC was an industry wide issue with
the TXV valve that was distributed through [redacted]. 
While we
respect the homeowner’s request for reimbursement for his time, Ryan Homes will
not provide financial compensation to address warranty related work.
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.

Dear Ms. [redacted],
size="3">Thank you for the opportunity to look into the Revdex.com ID [redacted].  We have reviewed the complaint and offer the following.
In response to the customer’s claim “window flashing not integrated properly with the house wrap”
 
Siding was pulled at all of the windows on the first and second floor of the home.  House wrap was inspected and repaired as necessary.  The consumer’s home inspector was present on site while this work was completed.  There is currently no evidence of leaks in any of these windows.
NVHomes had a structural engineer test the window where the 25% moisture reading was taken.  There was no evidence of elevated levels of moisture at the time of the inspection
NVHomes did have an issue with the basement window installation in the concrete foundation.  All basement windows were replaced as a belt and suspenders approach to ensuring the issue would be resolved. 
It is important to note that the installation of windows in a concrete foundation is completely different to installing windows in a framed wall with house wrap.  There would be no correlation between issues with basement windows vs. issues with windows in other areas of the home.
The consumer did experience a dam sill leak in 2 of their windows.  The manufacturer recommends sealing the dam sills with 100% silicone.  This was completed as necessary.
In response to the customer’s claim “identified problems with the installation of the metal roofs…installation does not meet applicable standards”
 
NVHomes has had the metal roof inspected by the owner of the company who installed the roof AND a 3rd party independent roofing company.
The findings of the third party were:
The wall termination between the roof and wall is typical of most residential installations done in the Philadelphia region. This flashing component is the same shop bent fabrication ESP currently uses on all NVHomes metal roof installs.
It is important to note that the metal roofs installed in this region are fabricated by the contractors who install them.  This means that the installer is the manufacturer and responsible for the performance of these roofs through their warranty.
There has been no evidence of water infiltration from the metal roofs.
NVHomes has worked diligently to address all warrantable concerns for the consumers and will continue to do so.  NVHomes appreciates the efforts of the Revdex.com in bringing closure to this matter.  Please do not hesitate to contact us if we can be of assistance.
 
Regards,
Corporate Customer Relations

Dear Ms. [redacted],
 
Thank you for the opportunity to review the concerns outlined in the Revdex.com ID [redacted].  Per the consumer's request, we have removed all the email address referenced from all mailing lists.  Please do let us know if you have any...

additional concerns. 
Regards,
 
Corporate Customer Relations

Dear Mr. [redacted],
 
0in 0pt;" class="MsoNormal">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. 
 
The consumer arranged for repair of the sewer lines prior to
[redacted] Homes ability to access the sewer tap.  The consumer was unable
provide documentation by the plumber involved in the repair stating that the
void in the sewer tap was a result of installation by the builder. 
[redacted] Homes spoke directly to the plumbing company and again, they would not
state that the void was unquestionably a result of the installation by the
builder.  The plumber also discussed other possibilities for the void,
such as settling.
 
[redacted] Homes has been in contact with the Springhill Codes
Department and they have confirmed that an inspection of the sewer tap would
have been required at the time the consumers home was built in order to proceed
with construction.  The Springhill Codes Department also explained that
they are unable to provide confirmation as their retention of documentation
does not extend back to 2004/2005.
 
It is our position that we are not taking responsibility for
the void in the sewer tap.  [redacted] Homes will not provide reimbursement
to the consumer nor take any further action on this complaint.  We
recommend that the consumer file a claim with her homeowners insurance
company.   
 
We appreciate the efforts of the Revdex.com to bring closure to
this complaint.  Please do not hesitate to contact us if you have any
additional questions.
 
Kindly,
Customer Relations

Dear [redacted],
Thank you for the opportunity to respond to the Revdex.com ID
[redacted].  The condition that the consumer is describing is vinyl siding
distortion.  This condition can occur when reflected solar energy combines
with ambient temperature and direct sunlight exposure to essentially cause
melting to the siding.  Although this is an effect that is environmental
(and therefore not warrantable) Ryan Homes is working with the consumer to
address this issue.
Previously when the vinyl siding distortion occured, we have planted trees and replaced the consumers siding.  The
vinyl siding distortion has reoccurred due to the solar reflection from a
neighboring widow.  Our Ryan Homes service department will continue to
work with the consumer to identify a permanent solution.
We appreciate the efforts of the Revdex.com to bring
closure to this matter.   Please do not hesitate to contact our
customer care if you have any additional questions or concerns. 
Regards,
Customer Relations

[redacted]
As stated in our first response; the customer did not provide us the opportunity to review the issues in question therefore we were not able to address the concerns and affect repairs or allowing the contractors that did the initial installation the option to defend their work. Ryan Homes was not afforded 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.  Ryan Homes provides a one year limited warranty on all workmanship, a one time, within One year of settlement drywall service that covers nail pops, settlement cracks and imperfections in drywall, and Two year plumbing system warranty that ended 8-12-2013. All three items are no longer covered under the warranty timeframes provided in the Ryan Homes Warranty Guide. The customer is provided a copy of this guide both at the time they purchased the home and at time of closing.  Ryan Homes cannot reimburse based on speculation for any work which has already been completed since we did not have the opportunity to address.
Respectfully,
Neil S[redacted]
NVR Customer Service Department

We
stand firm in our position that the home was properly built and the HVAC
rightly sized for this home type based upon the best information that we had at
the time of construction in 2009. Ryan Homes made no representation to this
purchaser regarding the home and we have simply tried to assist the second home
owner with his questions.
Ryan
Homes will not provide and upgraded system to [redacted] and will take no
further action on this matter.
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.

Dear Mr. [redacted],
Please be advised that the drain cover has been changed.
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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I bought a home with this group 20 years ago and was very pleased with the workmanship and quality. So - I did not hesitate to sign up again to build my home in Williamsburg. Well - things have changed drastically. They are now in it for the bottom dollar and not at all for craftsmanship and quality they tout to everyone publicly. Be forewarned. I have had numerous issues with this home that are YET to be resolved and am now out of my two year warranty so am now paying out of pocket. My neighborhood is rife with issues like this.
My HVAC system has never completely cooled or heated my entire house - in particular my upper floor which we have issued concerns with both Ryan Homes and Superior multiple times over the 2 years we have been in this home. I was told the system would never cool or heat the upstairs like it does the downstairs and the basement and was told to shut the system off on the main floor to force air to the upper. During the last two months, I have issued numerous complaints with Superior - the contractor hired by NVR (when I was still under warranty) about the upstairs reaching temperatures of 85 degrees or more and then the main floor also not cooling as it should. They came out and the technician informed me that it was no wonder it hadn't worked properly - a section of the unit had not been installed to force the air upstairs. This was after 2 years of complaining about the issue - and they just recently figured that out. They left and a few weeks later, I continued to have the same issue. I called again at the end of the warranty period and they came out sharing the system had iced up due to a TXV valve malfunctioning. They installed a new one and the technician was apparently behind in his scheduled calls because he was trying to rush out when I mentioned again that the upstairs vents were not blowing air out as they should. After rolliing his eyes and heading upstairs and sticking his hand near a vent - he told me the same thing that I had been hearing for two years - that it would never blow upstairs like it did downstairs and to shut the main floor off to push air up. I did that - but the results never changed. The temperatures once again increased to over 85 degrees this weekend and I called the company to register a complaint about the system not working - still not working despite the fact that they were out during the warranty period - and was told I would not receive warranty service from the company because I was now beyond that time - despite the fact they had not fixed the issue that I had submitted DURING the warranty period. I was told I would pay labor fees and possibly parts if they were not covered by the 5 year warranty. In frustration I called another company who came out last night and spent about 15 minutes listening to me and the history of issues I had been having. Once he investigated he discovered the damper motor was burned out and not opening the damper to the upstairs. He manually cranked the damper open and the problem was resolved immediately. I am waiting to hear if this part is covered through my warranty - but happily paid this other company to fix this issue so I and my two young children could live comfortably in our home for the first time in 2 years of being in that home. I tried to speak with the manager of Superior yesterday and he was rude and abrupt. I will not recommend this company under any circumstance. They are obviously careless in their work and the unit I have is not to the standard it needs to be for this home.
Furthernore - I am less than pleased with the quality of the pieces in my home. It is slowly falling apart. Due to the construction that occurred around me after the 1 year period I now have numerous cracks, nail pops (which were NEVER properly repaired) and wall separations in addition to pieces of the house falling apart - like the door to my kitchen pantry no longer shutting because the ball fell out from the top where it seals shut. Not to mention the handle to one of the doors of my bonus room falling off as well. Then there is the matter of the grading of our property and how it has flooded my neighbors each time it rains and the shoddy results instituted to poorly resolve that issue.

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.

[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:
It is not an "opinion" of the remediation company when there are the Subject Matter Expert in this type of work. Their evaluation is not an opinion!  Besides from the remediation company's evaluation there is also the evaluation by the Homeowner Insurance Adjuster. This mold problem did not only affecting our home but also our neighbor's home who was built at the same time. The mold issues happened due to the builder not properly drying the material when they put the house together that in itself IS the builder's fault. If they had used licensed contractors to do their work we probably would not have this problem to begin with. 
Regards,
[redacted]