NVR

[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: [redacted] I am rejecting this response because: There are several inaccuracies in the reply by the Corporate Customer Relations department and this is more then warranty work; I want the repair job that was started to be completed The initial complaint started prior to December but was formally submitted on our day list as instructed by our Project manager; BradyWe were informed it would not be looked at until the spring thawThe pipe that was installed (as seen in these photos; [redacted] ) is an improper installation of a french drain that was installed in February I communicated this with our project manager who said again, that I was right, they did a bad job and that it wouldn't be the permanent solutionHe requested that I wait a few months to see if it does anythingHe also said we didn't need to worry because it'll get fixedI asked what a permanent fix would be and Brady stated that most likely running a better pipe solution to the storm water drains during the development of the next phase of lotsThe problem did not go away so I filed a formal ticket on August 25th after trying to work with Brady and Shane (Brady's replacement) but nobody responded or followed throughIt was about months since [redacted] took ownership of the issue but left it unresolved; not roughly a year As seen in the photos there is no proper pipe entrance for customer maintenance or water flowThe placement of the rock was done so to prevent my daughter from playing in the marsh that developedIt was done after the water continued to seep through the ground not prior and has not gotten worse since the rock was placed there You can see in the photos that the contractors hired by [redacted] improperly installed a french drain using an unsleeved pipe without gravel and was certainly not deep enough to achieve the desired results of water mitigationThis is clearly a situation where corners were cutThey additionally damaged the silt fence to force the undirected water flow into adjacent lots which is eroding the land of the undeveloped lotsAny civil engineer or landscape architect will conclude that this was done improperly, without regard to consequence and is most likely causing additional water issues as a result of the corners cut I have also included a copy of the customer warranty (in the attached photos) information regarding standing or ponding waterIt states under section "Performance standard" that; "The necessary grades and swales shall have been established by us to insure proper drainage away from the homeStanding or ponding water shall not remain for more than hours in the immediate area after a rain; except in swales which drain other areas." I still maintain that this has not been done and inferior/questionable methods were taken to attempt to resolve the issueI see no clause that identifies natural causes for ponding water to not be addressable issues Further; The improper water mitigation installed by Fox Ridge and it's contractors violates MtJuliet storm water and water mitigation codes under section 4-and sub codes(4-through 4-106.303) in violation of Ordinance 2-20-and Ordinance No3013-(adopted Nov25th 2013) all sections through (in part but excluding section 9) and appears to also violate sections of the Federal EPA codeCFR I have contacted the City of Mount Juliet for additional directionRegards, [redacted]

Ryan Homes is in the process of evaluating the HVAC unit through a 3rd partyThis inspection is scheduled for Tuesday, July 22, 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

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, 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

Our response was very detailed Our Production Managers and Service Managers have had detailed conversations with the homeowner on this subject manner, as well ** [redacted] was informed that the change in stone was a joint decision between NVR and the condo management firm Further, that decision was not made for [redacted] alone, but also our other condo communities ** [redacted] was also informed that if he simply followed the proper channels with the condo association that he could affect the change of the stone on either his building, or the other buildings in the community, but that neither [redacted] nor the homeowners own the exterior of the property in question Therefore, we cannot change out the stone without direction from the condo association ** [redacted] said repeatedly that he would “never go to the condo association,” he would rather go through the Revdex.com [redacted] would also like to be clear that there is no difference in quality OR price between the two stones in question There are no “upgraded” stones in the community Finally, to address the roads; they are only the base coat The developer of the community, Buchanan [redacted] , is responsible for all roads in the community at this point Once construction of the condos and townhouses is complete, [redacted] will come back and put a top coat on all the roads This is the building practice for all construction, residential or commercial The flooding that ** [redacted] is referencing is partly because this topcoat has not been applied yet, but is more impacted by the Erosion and Sediment controls in place Developers and builders are mandated by the county and the EPA to put silt-filtering stone bundles around all storm inlets while there is active construction in the community These bundles slow the drainage of water and can create temporary ponding during heavy rains The controls cannot be removed under any circumstances without sever penalty from the county and/or the EPA

Dear Mr [redacted] , face="Times New Roman"> 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

[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: [redacted] I am rejecting this response because: Regards, [redacted] ***

Our sincere apologies for the previous response posting, please disregard as it was unrelated to the Revdex.com complaint assigned [redacted] Regarding Revdex.com [redacted] , The NVHomes Production Manager has completed an inspection on the [redacted] property on Monday, July 21st and found the grading to be in good order with no signs of erosion or drainage issues (see pictures) The customer is on vacation, and when the customer returns the NVHomes Production Manager will contact him and offer to bury and extend his sump line to make sure it is not recirculating

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

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, TNWe have lived in our home approxmonths 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 buildThis negative review is in regards to the quality of the home, not neccessarily the employees or their serviceHVAC - Roughly incidents with HVAC servicing - Dampers not initially installed When dampers were installed due to 5-degree difference in temperatures by room, they were installed upside down This caused our attic to be a cool degrees in summer while our livable space approached 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 degreesThese 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 sqfoot home warrants a dual zone HVAC with more than thermostat, downstairs, and the thermostat we do have should not be positioned near the fireplaceTankless Hot Water Heater - Busted gauge caused a leak requiring dry wall to be replacedDryWall - 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 weeks so all ceilings and some walls can be redone due to a combination of rippling, separating, and bucklingCurved Wall - An entire wall in our main living area was built with a significant curve and had to be replaced, floor to ceilingHand 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 wallThis 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 seasonsThough 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

We have a Revdex.com Complaint # [redacted] for the same household, same issueThe [redacted] ’ warranty for this claim expired on December 19, On June 8, 2009, the customer contacted us about their basement egress window leaking Our service department addressed the issue by June 15, On August 29, ( 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 (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

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

The home was built correctly and with the right size HVAC system in 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

[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 as Answered] Complaint: [redacted] I am rejecting this response because: Thanks, they have completed half of the issuesI will let you know when they fix them all Regards, [redacted]

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 followingIn 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 windowsNVHomes 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 vsissues with windows in other areas of the homeThe consumer did experience a dam sill leak in of their windows The manufacturer recommends sealing the dam sills with 100% silicone This was completed as necessaryIn 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 companyThe findings of the third party were: The wall termination between the roof and wall is typical of most residential installations done in the Philadelphia regionThis flashing component is the same shop bent fabrication ESP currently uses on all NVHomes metal roof installsIt 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 roofsNVHomes 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

Our [redacted] service manager met with the consumer and investigated the leak with the plumberIt was determined that the leak was the result of non-maintenance at the shower and tub surroundAs 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 issueIf 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 responseIf 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]

[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: [redacted] I am rejecting this response because: In my complaint I stated my desired outcome to have Ryan Homes honor the warranty agreement and cover the cost to repair the damaged sewage pipe under my driveway identified in the presence of Ryan Homes Rep by [redacted] [redacted] , Ryan Homes PlumberThere's a possibility that the damaged pipe may have caused the sewage backup but Ryan says the damaged pipe is normalIt will remain unknown as to what caused the backup but the damaged sewage pipe of my new home needs to be repaired because my house is still under warranty Regards, [redacted]

[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: [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 workTheir evaluation is not an opinion! Besides from the remediation company's evaluation there is also the evaluation by the Homeowner Insurance AdjusterThis mold problem did not only affecting our home but also our neighbor's home who was built at the same timeThe 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 faultIf they had used licensed contractors to do their work we probably would not have this problem to begin with Regards, [redacted]

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

[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: [redacted] I am rejecting this response because:Before we signed the contract, they showed us is square feet more:1) On the papers: (Pricelist) - (Blueprint) = 62.2) In the houses: the first [ [redacted] lot 100] in [redacted] which sales rep walked us through twice lot total: 1952(base) + 87(extension of great room) + 168(free morning) = ours : + + = 2145Therefore, they should and they could build 1952+ square feet, but they did not.Based on pricelist, per square foot = $125.66, $x = $is our reasonable requestWe hope they can take full responsibility for the misleading mistake Regards, [redacted] ***