Pampered Pet Resort, LLC

Complaint Information – Revdex.com Case #[redacted] – StyleCraft Homes, Inc.StyleCraft Homes, Inc. (“StyleCraft” or “StyleCraft Homes”) is writing in response to the foregoing Complaint filed by a homeowner, (“Homeowner” or “Ms. [redacted]”) regarding unfinished repairs and customer service issues on their...

residential home (the “Home”) closed on 12/22/2015. We want to thank you for taking the time to share your experience with your StyleCraft Homes.   Providing customers with an exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to address the situations you brought to our attention.As background, StyleCraft provides a 10-year transferable home warranty through the Residential Warranty Company (RWC) to all purchasers, effective the date of closing.  In addition to that professional home warranty, StyleCraft extends the builder portion of the RWC Limited Warranty from 1 year to 2 years, while also providing a Worry-Free Maintenance Program, which includes complimentary inspection of the property on a quarterly basis, to perform many routine maintenance items normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by the RWC warranty.  The RWC warranty is very comprehensive, and protects the homeowner against product defects.  StyleCraft has an excellent reputation with RWC, which includes being presented with their Award of Distinction – this award was in recognition of StyleCraft’s participation in the RWC program for 14 years without having claims.As a StyleCraft Homeowner, Ms. [redacted] is eligible for the 2 Year StyleCraft Homes warranty program, Worry Free Maintenance, and the RWC Limited Warranty.  Our records indicate that the Homeowner contacted StyleCraft on November 18, 2016 to schedule her 1 year warranty appointment and a Worry-Free Maintenance appointment, which were scheduled for December 16, 2016.  During that scheduled appointment, StyleCraft’s warranty representative performed a walk-through of the home and noted the items that were reviewed/fixed that fell under the RWC warranty guidelines.  None of the issues in the homeowner complaint were noted on the 1 year warranty ticket that the Homeowner signed on December 16, 2016.  Records also show that the homeowner contacted the StyleCraft Homes Warranty Department via email on January 11, 2017 in regards to four additional issues – post light, microwave, kitchen floor bounce and hardwood popping sound. Thom H[redacted], Production Manager, visited the homeowner in January and addressed the microwave, post lamp/garage door, deck, and “bouncy” floor.  At that time, the homeowner was informed the microwave was not covered by the Builder warranty, an electrician fixed the breaker that was affecting the garage door/lamp post, the “bouncy” floor was determined to be a non-issue, and Mr. H[redacted] agreed to replace the deck. Unfortunately, StyleCraft Homes has experienced some staffing issues in the Warranty Department during this time frame that led to an embarrassingly long response time for Ms. [redacted] for the deck replacement, and for that we are sincerely sorry. Our goals is to return homeowners calls/emails within 24 hours. StyleCraft has hired two new Warranty Department team members, so future efforts to contact the department by Ms. [redacted] or other valued StyleCraft homeowners, do not take as long to reply to.   For resolution of Ms. [redacted]’s issues in the complaint dated May 1, 2017, a detailed breakdown of the warrantable status of all items in the complaint and StyleCraft’s action are detailed below:Microwave Oven - Appliances are not covered by the Limited Warranty and are specifically excluded (Section II.E.14). They are covered by the appliance manufacturer, and the homeowner should refer to the appliance warranty information provided to them during their Pre-Settlement Orientation and homeowner information folder.Sidewalks and Driveways are not covered by the Limited Warranty and are specifically excluded (Section II.E.2.J).  However, since StyleCraft Homes has previously coated the driveway and sidewalk as a courtesy, StyleCraft Homes will address both the driveway chipping and sidewalk coating one last time.  Following this action, StyleCraft Homes will consider this matter closed and no further action will be taken.See detail in #2.StyleCraft Homes will replace the kitchen drawer no later than June 30, 2017.StyleCraft Homes will inspect the siding, and will correct any detached siding if due to improper workmanship or materials as detailed in the Limited Warranty (Section 3.23) or replace bowed/wavy siding if installed improperly and waves/bowing exceed ½ inch (Section 3.24) no later than June 30, 2017.StyleCraft Homes will replace all of the deck floor boards no later than June 30, 2017.StyleCraft Homes will send an electrician to re-inspect the garage door circuit breaker fixed in January 2017 no later than May 19, 2017.Irrigation backflow prevention mechanism is required to be winterized each year as standard homeowner maintenance. If a receipt of such winterization is provided StyleCraft will replace the mechanism.StyleCraft is grateful for the opportunity to respond to this complaint.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Complaint Information- Revdex.com Case #[redacted]- StyleCraft Homes, Inc. StyleCraft Homes, Inc. ("StyleCraft") is writing in response to the foregoing Complaint filed by a homeowner, [redacted]...

("Homeowner") regarding the lack of a warranty on the HVAC unit in their residential home (the "Home") purchased as a resale from a third party, but built by Style Craft Homes in 2011. As background, StyleCraft provides a 10 year home warranty through the Residential Warranty Company (RWC) to all homeowners, effective the date of closing. In addition to that professional home warranty, StyleCraft provides a two year builder warranty (double the industry standard), using the guidelines established by the RWC Limited Warranty in year 1 (extending to 2 years) to define warrantable items. StyleCraft also provides homebuyers with a Worry Free Maintenance Program, which includes complimentary inspection of the property on a quarterly, bi-annual, and annual basis, to perform many routine inspections and/or maintenance items normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by the RWC warranty. The RWC warranty is very comprehensive, and protects the homeowner against product defects. The RWC is a fully transferable warranty for the duration of the warranty period (10 years). StyleCraft Homes built the home in 2010-2011, and sold it upon completion on 5/27/2011. The Home was leased back by StyleCraft Homes from the buyer and used as a model home, but home maintenance and paperwork would have been the responsibility of the homeowner, not StyleCraft Homes. According to our records, StyleCraft Homes did not have any warranty requests regarding the HVAC unit during our two year builder warranty period prior to the current Homeowner. We sympathize with the current homeowner's troubles in dealing with an HVAC unit that needs to be repaired/replaced, but cannot be held responsible for the lack of unit registration by the first home buyer. StyleCraft is grateful for the opportunity to respond to this complaint.

Complaint Information – Revdex.com Case #[redacted] – StyleCraft Homes, Inc.StyleCraft Homes, Inc. (“StyleCraft” or “StyleCraft Homes”) is writing in response to the foregoing Complaint filed by a homeowner, (“Homeowner” or “Ms. [redacted]”) regarding alleged structural damage on their residential home (the...

“Home”) closed on 5/28/2013. We want to thank you for taking the time to share your experience with your StyleCraft Home.   Providing customers with an exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to address the situation you brought to our attention.As background, StyleCraft provided a 10-year home warranty through the Residential Warranty Company (RWC) to the homeowner, effective the date of closing.  In addition to that professional home warranty, StyleCraft extended the builder portion of the RWC Limited Warranty from 1 year to 2 years, while also providing a Worry-Free Maintenance Program, which includes complimentary inspection of the property on a quarterly basis, to perform many routine maintenance items normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by the RWC warranty.  The RWC warranty is very comprehensive, and protects the homeowner against product defects.StyleCraft first became aware of the issue when contacted by Richard M[redacted] Building Construction and Inspections Department on 12/28/2016.  Mr. M[redacted] described the issue as a “leaking patio door” and requested that a StyleCraft Homes team member inspect the issue.  Though the home was 1 ½ years out of warranty, Richard R[redacted], Area Construction Manager, visited the home as a courtesy.  During his visit, he noted the hardwood floors adjoining the patio door were discolored, probably caused by water damage.  Mr. R[redacted] inspected the area, noting that the patio door, frame, trim, and caulk were all in good original working order and showed no evidence of water damage.  The lack of damage/moisture in the door trim led him to believe the issue was not caused by the patio doors’ structural integrity.  He also noted that the Homeowner installed a deck/patio outside of the patio door.  In order to ensure the integrity of the door/frame had not been compromised, Mr. R[redacted] had a manufacturer ([redacted]) representative visit the property and inspect the door.  The [redacted] representative echoed Mr. R[redacted]’ original findings that the door/frame were not faulty and saw no signs of water intrusion around the door or frame.  Mr. R[redacted]’ reiterated to the homeowner that the weep holes in the patio door track must stay clear of dirt/debris/snow/etc. in order to ensure water doesn’t accumulate in the track and cause damage to finishes inside the home.  This is considered homeowner maintenance.     Due to the issue not being structural in nature, caused by a faulty product, or builder negligence, responsibility for the flooring repair and ongoing track cleaning was determined to be a homeowner responsibility. StyleCraft is grateful for the opportunity to respond to this complaint.

StyleCraft Homes, Inc. ("StyleCraft") is writing in response to the foregoing Complaint filed by a homeowner, ahusband ("Husband") and wife ("Wife") (collectively "Homeowner") regarding customer service issues on theirresidential home (the "Home") purchased from the original owners...

("Purchaser") who closed on the home4/16/2013.We want to thank you for taking the time to share your experience with your StyleCraft Home. Providingcustomers with an exceptional experience is one of our highest priorities, and the feedback is extremelyimportant as we strive to address the situations you brought to our attention.As background, StyleCraft provides a 10 year home warranty through the [redacted]) to all homeowners, effective the date of closing. In addition to that professional home warranty.StyleCraft extends the builder portion of the [redacted] Limited Warranty from 1 year to 2 years, while alsoproviding a Worry Free Maintenance Program, which includes complimentary inspection of the property on aquarterly, bi-annual, and annual basis, to perform many routine maintenance items normally the responsibilityof the homeowner, as well as identify any potential concerns to determine ifthey are covered by the [redacted]warranty. The [redacted] warranty is very comprehensive, and protects the homeowner against product defects.As the second owner of a StyleCraft home, the Homeowner is eligible for the transferable [redacted] LimitedWarranty. However, the Worry Free Maintenance is a program offered only to the original Purchaser.The Wife first contacted StyleCraft on 12/04/2014 advising us that there was a damp area in the ceiling of themaster bath. StyleCraft scheduled an on-site inspection with her for 12/15/2014. On 12/09/2014, the Husbandcalled advising of the same issue. StyleCraft advised him that staff had already spoken to Wife and scheduledan appointment for 12/15/2014.During the appointment on 12/15/2014, the Warranty Service Technician inspected the damp area in masterbath ceiling and advised the Homeowner that the issue was most likely caused by condensation build up on thedryer vent pipe due to a clogged pipe. Cleaning dryer lint out ofthe dryer pipe is considered regular homemaintenance. StyleCraft advised the Homeowner of such and recommended that they engage a professionalduct cleaning service to remove the blockage. If the problem persisted after a thorough duct cleaning,Homeowner was instructed to contact StyleCraft for further assistance with the matter.Following receipt of this complaint, StyleCraft [redacted] reached out to the Homeowner via telephone on1/19/2015, and determined that the initial recommendation made by the Warranty Service Technician was notfollowed.The [redacted] subsequently met with the Homeowner on 1/20/2015, along with all other StyleCraft teammembers involved to review the area in question in order to corroborate the initial assessment. An exteriorinspection of the dryer vent pipe from the roof indicated a major lint blockage, which was removed by StyleCraft(see attached picture). Homeowner was again advised to have the dry vent pipe professionally cleaned to removeany other blockage that may be in the pipe. After cleaning, run the dryer for a few days normally. If anymoisture is still evident, Homeowner should notify StyleCraft immediately. If no moisture is present andHomeowner provides proof of proper cleaning of duct work. StyleCraft will repair the damaged sheet rock in themaster bath ceiling, and paint the ceiling to match existing as a courtesy to the Homeowner.StyleCraft is grateful for the opportunity to respond to this complaint.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to Stylecraft Homes letter regarding the above mentioned complaint.  We agree that an inspection was done of this home prior to closing, this is a very common procedure when purchasing a home both new and previously owned, and which we did with our previously 3 home purchases.  Numerous items on the inspection list were never completed and other items that Stylecraft stated were taken care of had to be redone due to the poor workmanship of the repairs.  Many of the items that were worked on where being done as late as during and after closing.  
In regards to the drainage issue and Stylecrafts assertion that we signed off on this item, the drainage issue was in the original contract and Stylecraft delayed numerous items including this, which caused a delay in closing of the home.  We had taken off the contingency contract 5-6 weeks prior to closing and Stylecraft was still working on the drainage, patio, and fence on the day we were supposed to close .  Due to the fact that they had not completed these items the closing was pushed back.  Meanwhile my husband, my 12 year old son, myself, and our 3 dogs( the smallest of which is 40 lbs) were living in two hotel rooms.  We had also moved out of our house in Houston 1400 miles away and had 26,000 lbs of household items on a moving truck from Texas.  Due to their delays we had to call the moving company and have the delivery date changed.  
When Stylecrafts contractor came out to work on the drainage he informed me that he had inspected the yard before we closed and he told Stylecraft it needed a French drain.  Stylecraft decided to do the cheapest repair which did not work and they had to come back out and graded the area again.  In response to Stylecraft stating they replaced sod, this sod was not originally paid for by Stylecraft , we as the homeowners paid for the sod and instillation ourselves.  The contractor who did the most recent work has informed me that he is not sure whether this last grading will work and he still feels that the yard needs a French drain.  I have informed [redacted] of Stylecraft of this.  
In response to Stylecraft stating they met with my husband this is correct.  When my husband requested a business card and his direct contact information he stated he did not have any cards and my husband presented him with his business card.  [redacted], Stylecraft president, stated he would send my husband his contact information, my husband has still not received this information almost 2 weeks later. It appears that follow up with customers is nonexistent from the top down.  
It seems every time we have an issue or concern with Stylecraft that either don’t follow up , fail to do the work properly , or they push back and blame their customers.  I feel this complaint is more than justified in that we have numerous issues with this company and if what they stated in their response is correct, they should put the customer first.  
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action does not resolve my complaint.  For your reference, details of the offer I reviewed appears below.
StyleCraft's response is nonsense.  The response misstates the Antitrust laws and gets so desperate it cites a [redacted] case.  A Virginia court would rarely rely upon a [redacted] case for persuasive precedent.  It is more likely that a Virginia court would cite a [redacted] case to support a Virginia ruling opposite [redacted]'s.
StyleCraft offers no explanation or remedy for its impermissible tie-in arrangement.  Furthermore, we have no evidence that we ever received an affiliate disclosure form from StyleCraft indicating that the Lender StyleCraft illegally tied-in was its affiliate.  The failure to disclose is a clear violation of Virginia rules and exascerbates the damage.
StyleCraft has offered no settlement and continues its unethical and, probably, illegal practice.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

In the case of Ms. [redacted], the Purchaser entered into an Agreement with StyleCraft Homes on February 28, 2017. The Agreement was ratified on March 3, 2017. Ms. [redacted] was given a closing date notification by StyleCraft Homes on March 30, 2017, and she confirmed her closing date with the company’s...

Sales and Settlement Coordinator.Ms. [redacted] originally intended to get a loan through a grant program that would provide her with down payment assistance, but signed loan documents in March with her lender, [redacted], for a [redacted] (FHA) loan with 3.5% down. The FHA loan approval was received on April 18, 2017. Ms. [redacted] signed her Final Purchase Price Addendum with StyleCraft Homes on April 6, 2017.Though Ms. [redacted] signed loan documents and confirmed with StyleCraft Homes a closing date in March 2017, she subsequently reached out to [redacted] requesting a mortgage denial letter, even though the loan was approved already as is.Due to the denial of her mortgage, Ms. [redacted] has violated the terms of her Agreement and StyleCraft Homes sent her a notice of default letter on May 17, 2017. Her home is complete and ready for closing.ConclusionWe want to thank you for taking the time to share your experience with StyleCraft Homes. Providing customers with an exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to address the situation you brought to our attention.StyleCraft Homes will reach out to Ms. [redacted] directly to resolve her concerns. We are grateful for the opportunity to respond to this complaint.  Jessica B. P[redacted]Director of Corporate Services  Office:804-627-0000 x[redacted]  ¦  Fax:804-627-00026225 Lakeside Avenue  ¦  Richmond, VA 23228-5238StyleCraftHomes.com

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 As stated "Mr. R[redacted] inspected the area, noting that the patio door, frame, trim, and caulk were all in good original working order and showed no evidence of water damage.  The lack of damage/moisture in the door trim led him to believe the issue was not caused by the patio doors’ structural integrity"Mr. R[redacted]’ reiterated to the homeowner that the weep holes in the patio door track must stay clear of dirt/debris/snow/etc. in order to ensure water doesn’t accumulate in the track and cause damage to finishes inside the home Upon Mr R[redacted] visit it was noted that the patio door track was not filled with dirt,debris. Mr R[redacted] went on the outside of the door and noted that no dirt was in the 2 small openings, per lowes inspection water is clearly getting in from somewhereUpon Mr R[redacted] departure he stated that we would have different color wood floors, and we stated that we had additional wood upstairs, and he stated that that would be good , because the biggest problem is the different wood colors .
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is not surprising the response from Stylecraft Homes. We have had nothing but excuses and lies from this company. No one visited the home in January, it was February 24th before anyone came out after asking for someone to come out in January. Stylecraft (SH) has put us through more than any other builder. From the beginning, we have had nothing but issues with SH from having to have a wall removed, windows added, carpet removed (because it was the wrong carpet laid), the dishwasher did not work for over 3 weeks after closing on the home, the A/C not working, then the heat not working, the dryer outlet not connected to the breaker and worst of all having to move out for a week because the HVAC unit was to small for the house. SH did come out and coat the sidewalk because they never should have laid the sidewalk in the first place until it warmed up! Which is now chipping off!I reject part of the response:1. Microwave - I will call GE myself, but once again SH Representative stated SH would take care of this issue.2. Sidewalk and driveway, again why would we want another coating on the sidewalk and driveway when this didn't work the first time. We were told that SH would try this first and if it did not fix the problem they (RICHARD KUHN, himself said) would do what they needed to do. I would be open to talking to SH about another solution.3. Same as above4. Kitchen drawer to be replaced is fine - I accept5. Siding, since it has been over a year and half, they probably can match the siding. I do not want the siding to look worst that it does now.6. Deck - boards to be replaced - I accept7. Garage Doors - an electrician has already inspected the garage doors. I just wanted it on record that the doors may not function correctly in the future.8. I have had irrigation systems in the past and know how to service the system. I know and DID have the system winterized and serviced as it should be serviced. I expect to be reimbursed for the backflow system.Since filing this report other items have come up in the house: the guess bathroom toilet runs for no reason and the shower head in the upstairs bathroom is broken once again.I expect these items to be fixed by June 30, 2017 as promised by SH. I understand SH may have employee issues, but that is not my problem. We were promised a warranty program like no others. I am not sure how SH can brag about such a wonderful program. We have had issue after issue with SH and no one has cared what so ever. I wish I had someone to be half as attentive as they claim they have been with others. The award means nothing to me, not sure how they even received it.
Regards,
[redacted]

Complaint Information – Revdex.com Case #[redacted] – StyleCraft Homes, Inc.StyleCraft Homes, Inc. (“StyleCraft”) is writing in response to the foregoing Complaint filed by ahomeowner, [redacted] (“Homeowner”) regarding customer service issues on their [redacted] home(the “Home”) purchased from...

StyleCraft Homes on 9/5/2013.We want to thank you for taking the time to share your experience with your StyleCraft Home.Providing customers with an exceptional experience is one of our highest priorities, and the feedbackis extremely important as we strive to address the situations you brought to our attention.As background, StyleCraft provides a 10 year home warranty through the [redacted] WarrantyCompany ([redacted]) to all homeowners, effective the date of closing. In addition to that professionalhome warranty, StyleCraft provides a two year builder warranty (double the industry standard),using the guidelines established by the [redacted] Limited Warranty to define warrantable items.StyleCraft also provides homebuyers with a Worry Free Maintenance Program, which includescomplimentary inspection of the property on a quarterly, bi-annual, and annual basis, to performmany routine maintenance items normally the responsibility of the homeowner, as well as identifyany potential concerns to determine if they are covered by the [redacted] warranty. The [redacted] warranty isvery comprehensive, and protects the homeowner against product defects.The Homeowner enlisted the services of a third party inspector and his report is dated 7/9/2014.StyleCraft performed the one year inspection on 8/4/2014 and the work order for that appointmentverifies that all of the issues noted by the inspector were completed, with the exception of the pipenoise, and signed off on by the Homeowner.As mentioned previously, StyleCraft provides an extended builder warranty of 2 years to our valuedhomeowners, using the [redacted] guidelines. The [redacted] guidelines pertaining to the plumbing noise isfound in Section 5 – Mechanical/ 9. Plumbing – Noisy Water Pipe. [redacted] guidelines state that thebuilder will correct hammering noise if caused by improper installation in the first year of thewarranty. However, since StyleCraft extends the builder warranty to two years, if there is an issuewith improper installation, the Homeowner would be covered by StyleCraft’s warranty until9/5/2015.In order to determine if improper installation was the culprit, [redacted] (a licensedplumbing contractors) was dispatched to the Home on several occasions, never finding anythingbeyond thermal expansion. The third party inspector also cited water hammer or thermal expansionas the cause, both of which are normal occurrences not indicative of faulty installation. As a result,the Homeowner was informed that professional opinions were that the noise was not a result ofimproper installation and therefore not covered under [redacted] guidelines.StyleCraft does not believe that this issue will be resolved by the Homeowners desired settlement, aswritten in the complaint. However, StyleCraft is willing to perform the work requested (opening thewall, investigating the issue, and adding insulation) but cautions the Homeowner that this processwill not only be disruptive to the Homeowner’s lifestyle, but may also cause noticeable variations inpaint and finish at the repair site.If the Homeowner is interested in pursuing this path, we request they contact us to schedule thework. StyleCraft is grateful for the opportunity to respond to this complaint.

StyleCraft
Homes, Inc. (“StyleCraft”) is writing in response to the foregoing Complaint
filed by a homeowner, (“Homeowner” or “Mr. [redacted]”) regarding unfinished
repairs and customer service issues on their residential home (the “Home”)
closed on 12/23/2014.  We want to
thank you for...

taking the time to share your experience with your StyleCraft
Home.   Providing customers with an
exceptional experience is one of our highest priorities, and the feedback is
extremely important as we strive to address the situations you brought to our
attention.As background,
StyleCraft provides a ** year transferable home warranty through the
Residential Warranty Company (RWC) to all purchasers, effective the date of
closing.  In addition to that
professional home warranty, StyleCraft extends the builder portion of the RWC
Limited Warranty from * year to * years, while also providing a Worry Free
Maintenance Program, which includes complimentary inspection of the property on
a quarterly, bi-annual, and annual basis, to perform many routine maintenance
items normally the responsibility of the homeowner, as well as identify any
potential concerns to determine if they are covered by the RWC warranty.  The RWC warranty is very comprehensive, and
protects the homeowner against product defects. 
StyleCraft has an excellent reputation with RWC, which includes being
presented with their Award of Distinction – this award was in recognition of
StyleCraft’s participation in the RWC program for 14 years without having
claims. As a
StyleCraft Homeowner, Mr. [redacted] is eligible for the 2 Year StyleCraft Homes
warranty program and the RWC Limited Warranty. 
Our records indicate that the Homeowner did contact the StyleCraft Homes
Warranty Department on Monday, January 9th 2017.  Unfortunately, StyleCraft Homes has
experienced some staffing issues in the Warranty Department that led to an
embarrassingly long response time for the [redacted]’s, and for that we are sincerely
sorry.  Our goals is to return homeowners
calls/emails within 24 hours.  StyleCraft
is actively searching for Warranty Department team members, so future efforts
to contact the department by the [redacted]’s or other valued StyleCraft
homeowners, do not take as long to reply to.    For resolution
of the [redacted]’s issue, a StyleCraft Homes representative met with Mr. and Mrs.
[redacted] on February 8th, 2017. 
During that meeting, StyleCraft Homes agreed to replace two cracked
tiles in the guest bath as well as reset two loose tiles in the master
bathroom.  StyleCraft Homes also agreed
to have our flooring trade partner address the hollow hardwood board sound in
the noted areas.  StyleCraft is
grateful for the opportunity to respond to this complaint.

Ms. Atkisson-Thank you for reaching out earlier today in regards to the aforementioned case.  After speaking with Thom H[redacted], StyleCraft Homes’ Production Manager, he shared that he did commit to the repainting of the wood on the screen porch at the [redacted] home.  In addition, due to their upcoming trip abroad, it was agreed that the work would be schedule upon their return (ETA April 2017). Jessica *. P[redacted]Director of Corporate Services 
 
[redacted]  *  [redacted]  *  [redacted]StyleCraftHomes.com

StyleCraft Home, Inc. is writing in response to the foregoing Complaint filed by its customer, a husband ("Husband") and wife ("Wife") (collectively "Customer") regarding customer service issues on their residential home (the "Home") purchased from StyleCraft.
We want to thank you for...

taking the time to share your experience with your new StyleCraft Home. Providing customers with and exceptional experience is one of our highest priorities, and the feedback is extremely important as we strive to correct the situations you brought to our attention.
As background, StyleCraft provides a 10 year home warranty through the [redacted]) to all homeowners, effective  the date of closing. In addition to that professional home warranty, StyleCraft extends the builder portion of the [redacted] warranty from 1 years to 2 years, while also providing a Worry Free Maintenance Program, which includes complimentary inspection of the property on a quarterly, bi- annual, and annual basis, to perform routine maintenance normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by [redacted] warranty. The [redacted] warranty is very comprehensive, and protects the homeowner against product defects.
As part of the sale of the home, the Customer enlisted the services of a home inspector who provided a 43 page report of items that, in his opinion, needed addressed. StyleCraft completed the inspectors list, as well as additional items listed by the Customer on the Pre-Settlement Orientation list. Customer acknowledged  completion of the items with signature on 4/21/2014.
StyleCraft performed a Post-Closing Walk Through with the Customer on 7/7/14, completing 9 of 10 items to the Customers satisfaction. The outstanding item was screens for the home, which had been ordered and had not yet arrived. None of the other items in the Customer complaint was listed on Post Closing Walk Through list.
We deeply regret the negative experience the Customer and the Realtor had with the sales agent. StyleCraft no longer employs that sales agent, as he was not the type of employee that exemplifies StyleCraft's values and mission.
Following receipt of this complaint, StyleCraft President reached out to the Customer via telephone, and subsequently met on site to see the items in question. Many of the items in the complaint were warrantable items, per the [redacted] guidelines that would typically be addressed at the next regularly scheduled inspection (the 1 year inspection would be due on or around 4/24/14). Landscape and grading is not a warrantable item- however, due to the extenuating circumstance, StyleCraft saw this as an opportunity to make up for the negative experience the Customer had during the purchase of the home. Regrading and installation of new sod was completed on 10/1/14.
Honest feedback from customers is the best way for a company to address those areas in which to improve. StyleCraft is grateful that the Customer allowed us to remedy the issues.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 11961282, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We are in agreement with the listed repairs except for the following:1. The Stylecraft representative who visited us, verbally agreed to have the screened porch touched up with white paint on all rails and slats as discussed. It appears that only one coat was applied and there are many nail marks showing.2. The Advanced Floors rep sent by Stylecraft said it may require more than two tiles replaced on the bathroom floor when the toilet is pulled up. He said there may be a crack in the sub floor.We are leaving for Australia tonight but will be able to keep current with email. We mutually agreed wth Stylecraft to wait until early April to make these repairs.Regards,
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Complaint Information- Revdex.com Case #[redacted]- StyleCraft Homes, Inc. StyleCraft Homes, Inc. ("StyleCraft") is writing in response to the foregoing Complaint filed by a homeowner, [redacted] ("Homeowner") regarding the lack of a warranty on the HVAC unit in their residential home (the...

"Home") purchased as a resale from a third party, but built by Style Craft Homes in 2011. As background, StyleCraft provides a 10 year home warranty through the Residential Warranty Company (RWC) to all homeowners, effective the date of closing. In addition to that professional home warranty, StyleCraft provides a two year builder warranty (double the industry standard), using the guidelines established by the RWC Limited Warranty in year 1 (extending to 2 years) to define warrantable items. StyleCraft also provides homebuyers with a Worry Free Maintenance Program, which includes complimentary inspection of the property on a quarterly, bi-annual, and annual basis, to perform many routine inspections and/or maintenance items normally the responsibility of the homeowner, as well as identify any potential concerns to determine if they are covered by the RWC warranty. The RWC warranty is very comprehensive, and protects the homeowner against product defects. The RWC is a fully transferable warranty for the duration of the warranty period (10 years). StyleCraft Homes built the home in 2010-2011, and sold it upon completion on 5/27/2011. The Home was leased back by StyleCraft Homes from the buyer and used as a model home, but home maintenance and paperwork would have been the responsibility of the homeowner, not StyleCraft Homes. According to our records, StyleCraft Homes did not have any warranty requests regarding the HVAC unit during our two year builder warranty period prior to the current Homeowner. We sympathize with the current homeowner's troubles in dealing with an HVAC unit that needs to be repaired/replaced, but cannot be held responsible for the lack of unit registration by the first home buyer. StyleCraft is grateful for the opportunity to respond to this complaint.

Good morning –Please see our attached response to complaint #[redacted].  Thank you! [redacted]
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