NVR Inc

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.

Dear Mr. [redacted],

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Thank you for the opportunity
to respond to the Revdex.com assigned [redacted].
 
FoxRidge Homes Production and
Service team have met with the consumer.  While FoxRidge Homes is in
no way able to guarantee the non-removal of trees behind the consumer’s
property, we do recognize the unrealistic expectations that we set with the
consumer.  FoxRidge Homes has no contact or control with the developer to
save the trees.  During the contract execution, the consumer signed the
attached “Tree Save” document, acknowledging the non-guarantee for saving trees
or promising that any remaining trees will stay alive or are alive.   
 
In the spirit of good
customer service, FoxRidge Homes has offered to plant new trees directly on the
consumer’s property.  FoxRidge Homes will not be offering a settlement to
support the claim that the property has been devalued.
 
We appreciate the efforts of
the Revdex.com to bring closure to this matter.  Please do not hesitate to contact us if we can
be of any further assistance.
 
Regards,
Corporate Customer Relations

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

Good
afternoon [redacted],
Once
again, thank you for forwarding the consumer's concerns.  Ryan Homes has replaced the front door and
completed the painting, as well as confirmed with [redacted]
the work is complete. 
Please do not
hesitate to contact us if you have any additional concerns. 
Best
regards,
Corporate
Customer Relations

We have reviewed the complaint [redacted]. ...


The customer signed a binding contract in March of 2014.  The agreement required that he make timely
loan application and comply with the conditions of the lender in order to
obtain final loan approval.  While the customer
may feel that the requests were above and beyond, they are based upon the requirements
of the mortgage company and a function of his creditworthiness. 
The customers’ delay in getting the information to the lender
prompted an e-mail on May 8th, 2014 from the Division Manager (copy
attached) stating that there was remaining documents and information required
to complete his loan and emphasized the urgency of the matter.
The customer did not comply with the requirements of the
lender and did not close during the month of May.  The customer refused to pay the fee for
carrying the home from month to month in accordance with the Purchase
Agreement.  Therefore, the customer was
sent the default notice (copy attached) and the deposit was retained as agreed
upon in the contract. 
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.

[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:Business unwilling to provide any compensation for problems with the home.  Please close as unresolved.
Regards,
[redacted]

Good Day,
I have reviewed the response made by Ryan Homes (complaint ID [redacted]). Overall, I have no choice but to accept this response and close the complaint.  The organization will say whatever it takes to avoid spending any money to satisfy a customer.  Yes, they did offer an in-home air test for mold.  However, that does not satisfy the fact that all of the hardwood in my kitchen was wet from pooled water.  Moreover, the flooring technicians personally told me that it was mold.  It is the opinion of Ryan Homes senior managers that suggest that it is consistent with water stains.  Its fine... this is just another example of how "big-business" avoids taking responsibility for their mistakes.  As long as they see growth in their revenue and the profit margins are good. 
Thank you for your help.  We will just move as soon as I have positive equity in the home. 
Thanks,
[redacted]

This company was great while our home was being built, but after living here for a year they stopped caring about customer service in the community. Maybe because the community is almost finished. They had a requirement to replant the trees that they cut down but didn't leave room to put them in their greed to crowd as many homes in the area as they could. So to fulfill their requirement so they can move to the last phase they are planting trees in people's yards...and not small decorative trees, large maple trees! In tiny yards that are barely big enough for the sapling. Not to mention they will block out all sunlight as soon as they start to mature. I made my complaint and the builder and the developers both agreed they were not appropriate for the space they were in but said they were required to have them and had no where else to put them so we are stuck.

Dear Ms. [redacted] –
 
Thank...

you for the opportunity to look into the Revdex.com assigned ID [redacted].  Our Ryan Homes service team has performed two separate inspections of the porch posts at the home of the consumer.  The materials used are exterior grade, called MDO or Medium Density Overlay; however, if left exposed to the elements, it will fail to perform.  Our findings revealed a lack of maintenance of the porch posts.  The warranty on the porch post would be limited to one year.  The consumer settled on his home August 8, 2007.  Ryan Homes will take no further action on this matter.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to the complaint.  Please do not hesitate to contact us if you have any additional questions.
 
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: Ryan Home is trying to muddle two issues into one:
Issue 1. A fix that resulted in additional creaking problems which was neither reviewed or attempted to be reviewed by the Ryan property manager. I would like these additional creaking problems caused by a previous attempt to fix reviewed & corrected by Ryan Homes.  If Ryan accepts this proposal, both the Ryan representative and I will agree on the scope and extent of the fix and put this issue behind us.
Issue 2. The second issue stems from my concern about the structural integrity of the floor in wake of the severe noises heard when a person walks on it. I would like to propose that Ryan share with me the design intent (maximum load bearing capacity of the beam) and maximum allowable deflection of the floor above the bulkhead. At minimun, I would like to get the the engineering contact that I should be working with to get this information.  
Both issues are exclusive and must be addressed separately.
Regards,
[redacted]

Once you sign on the dotted line, they will treat you like garbage. If you spend almost a million dollars on a home, you expect something with decent quality. Their finished homes are full of cracking drywall, crooked fixtures, etc. Your punch list will never be fixed. When we tried to have them fix the issues they keep missing in the brand new home, an agent told us "your d[redacted] wall is your problem, not ours." The drywall company NV contracted said they had no issue in coming to fix the problem, but NV never notified them of our multiple complaints and is refusing to send them the paperwork they need.

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.
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 [redacted],
 
Thank you for the opportunity to look into Revdex.com ID
[redacted] regarding the issues you are experiancing in your home. The local office will be contacting you to schedule a meeting regarding all items of concern.
 
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.
 
Best Regards,
Corporate Customer Relations

From: [redacted]
sans-serif;"><[redacted]>Date: Sat, Dec 20, 2014 at 8:44 PMSubject: 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]>
The business has resolved the complaint.

Revdex.com Complaint: [redacted]
 
Dear [redacted],
NVR Mortgage appreciates the opportunity to respond the above referenced complaint filed...

by the consumer.
The consumer entered into a purchase agreement for a home at "[redacted] Wake Forest, NC [redacted]" on August 16, 2014 with NVR, Inc. t/a Ryan Homes (seller), a copy of the purchase agreement is attached to this letter.
Page four of the sales contract indicated that a cash discount of $4000 towards closing costs would be available to the consumer should they chose NVR Mortgage (NVRM) for mortgage financing.
The consumer initialed the bottom of the page, acknowledging their awareness of the terms of that page of the contract.
The NVR Mortgage branch office was able to obtain financing for this customer with [redacted] Mortgage, who offered an approval to the customer.
Had the customer accepted the financing offer, the cash discount of $4000 would have been available to the customer.
The customer has chosen an outside lender and did not choose NVRM, therefore, per the purchase agreement; the cash discount is not available.
We appreciate the efforts of the Revdex.com to bring closure to this matter.  Please do not hesitate to contact us if you have any additional concerns.
Regards,
Customer Relations

On September
4th, the Ryan Homes Service Manager and technician met with [redacted]
in response to the...

[redacted]s’ concerns that are noted in the Revdex.com complaint
assigned [redacted].  Also present was a
representative from Rite Rug flooring and a structural engineer from [redacted], Inc. 
A moisture
meter was utilized to evaluate the moisture levels in the kitchen where [redacted].
[redacted] had concerns with water damage to the flooring.  There was a high moisture reading on the
floor around the refrigerator and into the pantry.  It was determined that the damage to the
flooring was due to water leaking onto the hardwood floors, likely to be from
the refrigerator.   Repairs to the damage
resulting from this leak would not fall under the responsibility of Ryan
Homes.  The recommendation was made that
[redacted] contact her homeowner’s insurance for additional advice.  The report from [redacted], Inc. is attached.
The Ryan
Homes Service Manager did confirm a leak from the French door and water damage
to the flooring around the door, as well as a shower pan leak.  Repairs to the door, flooring around the door
and the shower pan are scheduled to take place on Friday, September 26th.
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 [redacted],
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Thank you for the opportunity to respond to the Revdex.com assigned
[redacted].  There were 3 items listed in
the complaint and we will note our responses to each, following:
·        
Numerous shingle blow offs – The consumer settled
on their home December 3, 2004 and therefore, has not been through the spring
and summer for the shingles to properly seal. 
New shingles need to undergo thermal sealing, which can take several
days of temperatures on the forty degree or higher range.  Ryan Homes has addressed the shingle blow off
when we were made aware of it.
 
·        
Standing water against the foundation – This is caused
by settlement around the over dig of the foundation.  Ryan Homes provides a one-time settlement
repair in the first year, which we will cover labor and material for this
repair.
 
·        
Minor interior workmanship issues – Our service
manager has contacted the consumer and set an appointment for May 5th
to investigate these issues further.   Ryan Homes will supplement its response after
this investigation has been completed.
 
We appreciate the efforts of the Revdex.com in bringing closure to
this matter.  Please do not hesitate to
contact us if you need any additional information. 
Kind regards,
Corporate Customer Relations

October 24, 2014
Thank you for the opportunity to respond to the complaint filed which was assigned the lD # of [redacted].
The consumer applied for a mortgage loan with NVR Mortgage on 3/7/2014. The borrower's credit score did not meet the minimum to be approved for a product and...

the loan was denied, with an adverse action denial notice being sent to the consumer on 4/17/2014.The consumer had indicated that they were going to be working with a credit repair agency in hopes in increasing her credit score.The borrower completed a second application for credit with NVR Mortgage on 8/11/2014. The borrower's credit score still did not meet the minimum credit requirement for the program that she applied for and a notice of credit denial was sent to the consumer on 9/17/2014.NVR Mortgage did not provide the borrower with an approval letter on either loan. If you need further assistance, please contact me at ###-###-####.Thank you, Greg S.
Director of Quality Control

[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: The 30-day list is NOT complete.  The production team has been in contact with me. I had added things to the list as I see them. Unless I was continuously on their case thinks would not have progressed at all.  They are items that needed addressed. I did not at any point "make things up".  The new concern is not fixed. Please come into the home and see for your self. I have attached a picture. 
I am stating that the rate in which things are being address is taking too long. 120 days!  If the construction was done correctly the first time this would be an issue.  Heartland home contractors personally told me about all the issues this place had prior to closing.  They said it was a disaster.  Go look at all your other reviews.  Heartland homes does not care about their customers.  on top of all that, them leaving steaks in the group and leaving a alley to drive down cased $1200 damage to my car. They are not willing to do anything about that.
Regards,
[redacted] Dear [redacted] – Thank you once again for bringing to our attention the additional concerns from the consumer complaint assigned ID [redacted]. In his original complaint, the consumer claimed that he had outstanding items on his list and was not receiving any response from our Production team at Heartland Homes. Our records indicated not only that our Production team has been in constant communication with the consumer and working to complete the items on the Post Settlement Inspection list, they also indicated that the consumer has added multiple items to the list well beyond Heartland Homes original acceptance of said list. In his rejection to our response, it is unclear what the consumer is taking issue with. Regardless, Heartland Homes worked to address and complete all items on the Post Settlement Inspection list. In his second rejection, the consumer noted that the list is not completed, as he has experienced a new concern with his Heartland Home. Heartland Homes has indeed completed all items on the Post Settlement Inspection list as well as addressed the new concern. Heartland Homes offers a Limited Warranty; therefore, any warrantable concerns that are serviceable will be addressed in accordance with the Limited Warranty. Heartland Homes kindly requests that the Revdex.com review the original complaint, rejections and the responses to the consumers claims and bring closure to this matter. Regards, Corporate Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me.  
The following points need to be considered to complete this resolutions satisfactory.
1.   It is true that we didn't observe any further leakage after the repair done by Roofer in October 2014, however there are no sufficient rain that prove that the leakage has been stopped. 
2.   Roofer mentioned that in order to prevent any future leakage, it is very important  to repair other areas ( which are not completed by business yet). It is expected that the business will complete this work during their visit.
Till the time,we are waiting for business to schedule the appointment as discussed and hopefully we will have a satisfactory resolution soon!
We will keep you update as it progress.
Regards,
[redacted]