NVR Inc

Thank you
for allowing us the opportunity to...

respond to the Revdex.com complaint assigned
[redacted].  We take all service requests
serious and look into each and every one. 
Our Ryan Homes service team will be in contact with the consumer to
review this 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.

Revdex.com Complaint:  [redacted]
NVR Mortgage (NVRM) appreciates the opportunity to respond to
the additional concerns that have been expressed 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), 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 branch manager, Katrica D[redacted] has stated that she did
not make any commitment to the consumer regarding the incentive carrying over
to the use of an outside lender.
NVRM did not state that there was relationship with McLean
Mortgage in the original response. 
NVRM brokered the loan to [redacted] Mortgage, who offered an
approval.   This arrangement allows the
consumer to receive the cash discount if they accepted the financing offered by
[redacted] Mortgage.
Had the customer accepted the financing offer, the cash
discount of $4000 would have been available to them.
The customer has chosen an outside lender which did not have
any relationship or affiliation with NVRM.  
Therefore, per the terms of the purchase agreement, the cash discount is
not available.
NVRM provided a high level of customer service, and
attempted to assist the consumer in order to secure the financing necessary for
the purchase of his new home.  
Consequently, NVRM believes that the complaint has no merit.
Again, 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 additional concerns.
 
Kindly,
Corporate Cutomer Relations

Dear [redacted],
Thank you for the opportunity to
respond to the Revdex.com ID [redacted].  Prior to the receipt of the this
complaint, our Ryan Homes service manager had met with the consumer to discuss
the concerns the consumer had with the door.  Ryan Homes believes we have
adequately resolved this matter directly with the consumer.
Please do not hesitate to
contact us if you have any additional questions.
Best regards,
Corporate Customer Relations

[redacted]

class="MsoNormal">Thank you for the opportunity to
respond to the Revdex.com assigned ID [redacted].  Prior to the receipt of this
complaint, our Ryan Homes production team was already working with the consumer
to address their concerns.  We will continue to work with the consumer and
believe all items in the complaint will be completed by the end of next
week. 
Ryan Homes appreciates the efforts
of the Revdex.com  to bring closure to this matter.  Please do not hesitate
to contact us if you have any questions. 
Kind regards,
Corporate Customer Relations

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

The consumer settled on their home on October 8, 2008. All items outlined within the complaint are covered for a period of one year with Ryan Homes. Ryan Homes completed a 1 year Drywall Inspection in...

August 2009 and a Final Review Inspection in September 2009. Our customers can call Customer Care, Monday through Friday from 7 am to 7 pm or enter an on-line service request at www.MyRyanHome.com by simply clicking on “Service Request”. Ryan Homes does not have any record of the consumer having contacted us with regard to their concerns neither inside nor outside of the Limited Warranty time frame. As such, Ryan Homes will not take responsibility for the concerns mentioned in the complaint.
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 questions or concerns.
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: Although I realize there is no legal claim, I expect a company with a high Revdex.com rating to take it's customer service more seriously.  There is not even an apology on the sales person's behalf.  Having a sales person tell me they would take care of me, then hiding behind a legal document once they messed up, really violates the spirit of a company that should be treating it's customers with more care.  If NVR/Heartland is unwilling to make this right, and wishes to no longer respond, then I ask the Revdex.com to document this as an unresolved complaint and it should affect the company's rating accordingly.  Thanks again for your help.Regards,
[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]. 
Although
I am disappointed with the business's response, I decide to accept it. I’ll find a
licensed structure engineer to check the house as requested. If the
problem is confirmed, I hope that Ryan Homes will not refuse to fix it as the
problem began long before the 10-year warranty expires.
Regards,
[redacted]

Dear Ms. [redacted] -
 
Thank you for the opportunity to look into the Revdex.com assigned ID [redacted].  Ryan Homes has reviewed this complaint. 
11pt;">The unit was fixed in accordance with the manufacturers recommended course of action however, there is now have an additional problem.  The service tech for this most recent visit recommended that the inducer motor be replaced.  Ryan Homes will be replacing the entire unit.
 
Ryan Homes appreciates the efforts of 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 Relations

Dear Ms. [redacted] -
 
Thank you for forwarding the additional comments from the consumer.  Ryan Homes has met with the consumer and offered to pay another company to make the repairs during normal business hours.  The consumer has not responded to our offers.  Therefore, we plan on taking no further action at this time.
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this complaint.  Please do not hesitate to let us know if you have any additional concerns.
Kind regards,
Corporate Customer Relations

Thank you for following up with
your concern regarding the leaking egress window.  We believe that the
repair that was recently completed will solve your concern.  We water
tested the repair twice and the drain is in good working order.  If there
is a concern in the future with the egress window, please reach out to Ryan
Homes Customer Care at 877-550-RYAN.

[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:
This response does not address all of the issues and requested resolutions stated in my complaint.  We requested a new air condition unit, duct cleaning and additional compensation for personal time.  NVR has agreed to replace the A/C unit; however, this only brings our home to where it should have been when purchased.  We still have ash that has not been cleaned out of our ducts and have not been compensated for the extensive amount of personal time (time taken off of work) and expenses incurred throughout this process. 
Regards,
[redacted]

We had a home built February 2013 from Ryan homes. The house was not even 2 years old and our home flooded in the finished basement. Ryan homes said it was caused by a storm. Our home had a window that wasn't up to code which is where the water came in and flooded our basement. We also made a complaint in 2014 that we had flies coming through this window when we never even opened the window but they refused to come and fix the window. In 2015 we had shingles blown off our roof and called the customer service line to complete a work order. The customer service line told us our home was out of warranty but would send the work order over for review. The next day I spoke with the site supervisor and he ended up having someone put our shingles back on. This year just recently we had shingles in the same area come off and they are refusing to fix because they said when I called back in April 2015 the work order was declined due to being out of warranty even though Ryan homes had someone fix it. And before this incident in April of 2016 our cabinet in the kitchen came apart from the wall. I was going to try and fix it myself so I took it off the wall. When I took it off the wall there was all kinds of holes in the drywall. I called Ryan homes out to inspect what I found and they refused to fix the wall. But in return they ordered a cabinet. The site supervisor also stated the cabinet will hide the damage once you get the new cabinet so he wasn't going to send people out to fix it and assured us there are more holes behind the cabinets but just can't see them.

[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:Before we signed the contract, they showed us is 62 square feet more:1) On the papers: (Pricelist) 1952 - (Blueprint) 1890 = 62.2) In the houses: the first [[redacted]  lot 100] in [redacted] which sales rep walked us through twice.          lot 100 total: 1952(base) + 87(extension of great room) + 168(free morning) = 2207          ours           : 1890          + 87                                      + 168                      = 2145Therefore, they should and they could build 1952+ square feet, but they did not.Based on pricelist, per square foot = $125.66, $125.66 x 62 = $7790 is our reasonable request. We hope they can take full responsibility for the misleading mistake. 
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:From: [redacted]<[redacted]>Date: Fri, Oct 31, 2014 at 4:59 PMSubject: Compliant ID [redacted]To: "[redacted]" <[redacted]>
Hi [redacted],
As discussed today regarding my above compliant, my further comments are as under:
 1) Complaint ID [redacted] is not closed yet as described by the business. 
2) Nobody from business visited the home yet, how business claimed that Leakage is at different location?? 
3) Due to this leakage there is damage inside home, this damage can be seen even today also, how business claim that the repair has been completed?? 
4) Roofer suggested that there may be other areas which result into this Leakage and should be repair by business ( not roofer). 
5) Same issue at the same location within warranty period, builder / roofer worked together and was proven that major contributor for the Leakage was from Business. 
6) Business claim that they done the repair in April 2014, unfortunately business never completed the work.
Let me know if you need any further information.
Regards
[redacted]
Regards,
[redacted]

Dear [redacted],
Roman">
Thank you for the opportunity to respond to the Revdex.com assigned
[redacted].  Our Ryan Homes service manager has reviewed the condition of
the driveway that the consumer requested replacement of.  The walks,
stoop, and garage had no deterioration but the apron and driveway were
exhibiting scaling.  Less than half of the surface had already delaminated
but other areas showed early stages that could be loosened with slight pressure.   The homeowner had used a [redacted] Cure and Seal
for the first 2 years.  Testing with water showed that the efficacy of any
sealant has diminished.
There are numerous potential causes for surface scaling
including stresses caused by the freeze thaw cycles of moisture in the porous
concrete.  The severity of these cycles can be increased with the use of
de-icing chemicals.  Even if these materials are not used, they can be
tracked on to driveway surfaces from the street on vehicles and foot
traffic.   The highest instance of delamination currently exists in
those traffic areas and does not exist on those surfaces not impacted by vehicular
traffic.  We recommend the application of an appropriate concrete sealant
in accordance with the manufacturer’s instructions.
The warranty for the driveway is for the first year
only.  Our Ryan Homes service manager will be contacting the consumer
directly with recommendations to address their concerns.  We appreciate
the efforts of the Revdex.com to bring closure to this matter. Please do not hesitate
to contact us if we can provide any additional assistance.
 
Best Regards
Corporate Customer Relations

Spoke with [redacted] re: his complaint, he stated that the company came and replaced the concrete and the complaint is resolved.

We are extremely disappointed, and beyond frustrated, with our NVR/FoxRidge/Ryan Homes experience in the new subdivision - the Hamptons at Campbell Station in Spring Hill, TN. We have lived in our home approx. 6 months and have had the long list of issues summarized below. Though each issue is being addressed in one way or another thanks to the hard work of a select few outstanding employees, this list should not exist with a brand new construction build. This negative review is in regards to the quality of the home, not neccessarily the employees or their service.
HVAC
- Roughly 10 incidents with HVAC servicing
- Dampers not initially installed. When dampers were installed due to 5-10 degree difference in temperatures by room, they were installed upside down. This caused our attic to be a cool 70 degrees in summer while our livable space approached 90 degrees - resulting in us waking up to our vomiting newborn baby and an expensive electric bill, which we footed.
- Our condensation line was never insulated, so what happened when we experienced our first winter? You guessed it! Frozen pipes and the entire unit shut down, making our living space 50 degrees. These pipes burst when they dethawed and created a leak, more soaked drywall to be replaced, soaked clothes and carpet, and of course the fear of mold formation.
- On a handful of occasions, from multiple HVAC companies, contractors, and repairmen, we (as well as our neighbors) have been told that the units installed in our homes are not the correct units for our homes and will always cause us issues, because they are not the correct product. Ex: a 2200 sq. foot home warrants a dual zone HVAC with more than 1 thermostat, downstairs, and the 1 thermostat we do have should not be positioned near the fireplace.
Tankless Hot Water Heater
- Busted gauge caused a leak requiring dry wall to be replaced.
DryWall
- Despite being told that our dry wall was in the best shape of all the repairs they've been having to do in our neighborhood (as well as other Ryan Homes developments), we have had our entire home tarped off for nearly 2 weeks so all ceilings and some walls can be redone due to a combination of rippling, separating, and buckling.
Curved Wall
- An entire wall in our main living area was built with a significant curve and had to be replaced, floor to ceiling.
Hand Rail/Balcony
- Patterned spindles were set out of pattern and not secured, not to mention the entire post bowing out in the shape of a V.
- The balcony had to be taken apart so that the spindles could be reset, repainted, and secured.
- The post for the hand rail had to be straightened, and the hand rail itself had to be extended so that users fingers would no longer be pinched due to the angle between the railing and the dry wall.
This review does not mention a few other projects like popping/squeaking floors, sticking doors, crooked air vents, mantles and counter tops separating from the drywall, and other issues that may come up as a home settles and goes through changes of seasons.
Though it is sad and unacceptable that we've had this many issues with our brand new construction, the silver lining to the time frame is that these issues are occurring while we are under the 1yr warranty. Needless to say, I am fearful for the kind of service we will receive, and the effects on our pocket book, once we hit the 1yr mark.

Dear [redacted],
Roman">
 
Thank you for the opportunity to address the Revdex.com complaint
[redacted].  Our Ryan Homes service team has worked with the siding
contractor to complete the repair to the siding on the consumer’s home. 
We have confirmed that the consumer is satisfied with the repair and look
forward to the closure of this complaint.
 
Please let us know if there are any additional concerns on
this matter. 
 
Best Regards,
Corporate Customer Relations

Ryan Homes is in the process of evaluating the HVAC unit through a 3rd party.  This inspection is scheduled for Tuesday, July 22, 2014.  Based on the findings of the inspection, Ryan Homes will make necessary repairs, including upsizing the HVAC unit, if it is determined to be...

undersized.

The
home was built correctly and with the right size HVAC system in 2009. Ryan
Homes did...

not receive any complaints from the original owner (our customer)
during or after the Ryan Homes’ warranty period of two years.  Our current
HVAC vendor assessed the home’s system and found that it functions as it is
designed.  Ryan Homes will not replace the HVAC unit.