Potterhill Homes

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

While I appreciate Luke taking the time to stop out at our home to look at the issue more closely, we cannot appreciate the fact that they will continue to NOT take responsibility for the poor quality of work done to the homeThe response about making the wall worse, is absurdTake it apart, down, repair it, or put railings in would be the sufficient answerI appreciate reaching out to the [redacted] for information on weather it would pass inspection, but again the quality is extremely poor, along with the lack of concern from PotterhillWe did not create the issue, they created the issue when they did not pay attention to detail on the building process of our homeIt is a BRAND NEW HOME, with a crooked wall, that is un-levelHow is that acceptable by any means? Especially with what we had paid for itThis is absurd that it has even come to this, and that I am even having to waste my time and energy to "fight" for something that shouldn't be a question on weather to address it or notI can't believe a business would allow this type of work pass and that they would be okay with itUnfortunately this is not the only time they have told us that this was an "unfortunate" mistake, and that they couldn't do anything to help it

To whom it may concern, I received an email from Mrs [redacted] on Friday November 18, I was out of the office on vacation that day, However I did respond to her that I would take look at her file on Monday November 21, once I returned to the officeOne Monday November 21, I pulled her file and went through the closing documents and the deeds that were signed and recordedOnce I took a look at the items I sent Mrs [redacted] a reply email on November 21, at 9:a.mletting her know of what I had foundOur process for new construction is that the customer gets a construction loan in their name during the construction process and while we pay the interest of the construction loan as we draw the money to complete the home the loan is still in their name, however they cannot have a loan in their name if the property is not in their nameWe deeded the property to Mrand Mrs [redacted] on August 26th, with the purchase price (at the time of construction closing) of $256,The house was completed on March 02, and we did a final closing on March 18, at the time the county had not assessed the property so there were no proration’s done for taxes, we do not prorate on an estimated amount because we have no way of knowing if taxes are going to be assessed or not, or what the amount is going to bePer our contract that was signed on May 31, by Mrand Mrs [redacted] and ratified by our owner on June 12, it states that the buyer is responsible for taxes once the deed has been deliveredThe county requires us to pay a conveyance fee once we transfer the property to the buyer and the deed in question was signed by a Potterhill representative and Mrand Mrs [redacted] with the purchase price on it and dated August 26, in the claim it states that she was unaware that the property was deeded into their name when in fact she signed the deed with the purchase price on itUnfortunately at the time of closing we are not aware if and when the county is going to assess the property taxesWe have a call into Campbell County to see if they can spread some light as to when they go out and what prompt’s them to go out to do the assessmentWe build in a couple of different counties in the State of Kentucky and have not had an issue with any other county She also states that she was not contacted by us, I contacted her on Friday November 18th and then followed up again this morning on November 21st as I stated earlierI have attached the disclosure statement that Mrand Mrs [redacted] have signed, I have highlighted page two in regards to the taxes I have also attached the Deed that was signed by all parties I can also send you the emails where she was responded to and given this information y here

We have been working with the [redacted] since September to finalize Mrs [redacted] LEED certification approval There was a miscommunication; and we (Potterhill) were under the impression that Mrs [redacted] home had received the final approval and was in the process of being LEED certifiedAfter receiving your email, I contacted [redacted] this morning and was told that they needed a bit more information, I sent over an email with the information that they requested They are now in the process of filing for the LEED certification.I have reached out to [redacted] Heating and Cooling and asked them to contact Mrs [redacted] to schedule an appointment to re-install her bath fanIf you have any additional questions, please let me know .Thank you Candi M [redacted] Operations ManagerPotterhill Homes, LLC513-248-ext

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***- [redacted]

It was explained to Mrs *** yesterday when she called into the warranty dept that her home only had a yr Builder's WarrantyThis expired 9/17/The customer may be confusing the "7/10" with her structural warranty which is a 2/Warranty we put on every homeHowever, this is a limited
warranty that only covers the structureThis warranty does not cover a/c, dishwasher, or water heaterWhen the home was purchased in 2012, PHH did not offer an extended warrantyTherefore, we can not cover her request to be refundedWe cannot offer coverage that was not in place at the time of her purchase

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[There is information in Potterhill reply....we were in fact told by the super Tony that our concrete was pulling away from the house and it slants to the left (not level at all!) He said the concrete company will be scheduled to come out and look and see if it can be fixed or needs to be completely replacedI also brought up that Tony told us the facet was not right and that he will replace it and that is why we are frustrated! we are told one thing by the professional who can see it was a poor installation job and then told by those in the office he told us wrongLack of communication and this has been an issue since the beginningWe had to remove the insulation because it was starting to smell moldy because it sat there probably a while and there was so much damage.There is definitely not a clog in the gutters! We lookedI have video and pictures of the damage this has been causingI was also promised in the past this would be taken care of by the other super, JasonThe problem with the roof/gutters happens only during very heavy rainIf there was a clog it would happen all the time when it rainsPotterhill is now not replying to my emails requesting a time when the super is coming out to look at the roof/gutters and when the concrete company is coming to look at the patioThe customer service is terribleI want a response with a date and time that works for us so my husband and I can both be there to document what we are told since there is a lack of communicationI want the front roof/gutters fixed and the concrete company out to look at our patio for this to be resolved or an attorney will be contacted
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Potterhill Homes representatives had met with customer on site to review issuesIt was agreed to allow PotterHill Homes to make the repairs filed in this complaintThe driveway was replaced on 10/3/16, sprayed and sealedAt that time the apron was also pouredAsphalt touch up to the street is
scheduled to be completed by 10/7/16.Pipes in the yard, one had been cut down and one remaining is scheduled to be completed by 10/7/16.Drainage issues were discussed and agreed to have a catch basin installed to correct their drainage concernsThis is scheduled for today 10/6/16.A work order was issued to our landscape company to address the yard settlement and any material/debri issues in the rear yard of homeWe have requested them to schedule as soon as their schedule permitsCompletion should be within the next days.Based on the above actions, PotterHill Homes will not be compensating customer for the requested $Items have been addressed, completed, or scheduled to be completedThis should resolve this complaint on file

Mrs *** purchased her home on 8/22/and, as with all our customers, had a yr builder's warranty on the homeWhen she emailed her complaint on 4/19/regarding the exterior faucet, it was explained to her that she was out of warranty and we could put her in touch with the plumber but, this
would be a charge call for her to coverAs well as any damage resulting from this occurrence which was the insulation in the basement getting wetThey removed the insulation instead of opening it to gain access and then allowing it to to dryThe faucet is a frost free faucet that will freeze and cause the pipe to split if a garden hose was left connectedHer response was they had never had a hose connectedThey went thru the winter of /without a freeze up which, if this installation was defective, would have occurred during that timeThis was explained to Mrs ***She also emailed that her floor plug in L/R was not working and she was unaware of this until she moved her furnitureWe did have our electrician go out and repair as a courtesy to herShe emailed our office yesterday, 5/4/16, of the sewer back up that had occurred the day beforeWe questioned her if the sump pump was off/ unplugged or if she had lost power but received no clear answer as to what happenedWe again explained to her that she was out of warranty and may want to contact her homeowner's insuranceHer neighbors issues have nothing to do with her situation, and I feel no response is needed to her remarksWe had our site super check the complaint of the patio on the rear of the home on 4/19/He found the patio to be within tolerance per the Industry Standards, which we use as a guideline when complaints are questionableHer other complaint is the front gutter "bow" in the middle when it rains ans washes out the landscapingWe will have this checked and, if it is not the result of a clog in the gutter from debri, we will have this corrected.Our office explained to Mrs *** that we are a builder in business and cannot cover situations that occur months past the warranty dateWe certainly want our customers to be happy with their purchase but, cannot cover costs of repairs for every situation on every home we buildRepair and maintenance is the responsibility of being a homeowner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

5/19=Spoke with Carolyn, she said the business has agreed to fix the gutter situationThey have a work order in to a contractorThis has been communicated to the customer in an emailThe business can not promise it will be fixed next week due to very wet weather conditions, but will try for as soon as possible

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

While I appreciate Luke taking the time to stop out at our home to look at the issue more closely, we cannot appreciate the fact that they will continue to NOT take responsibility for the poor quality of work done to the home. The response about making the wall worse, is absurd. Take it apart, down, repair it, or put railings in would be the sufficient answer. I appreciate reaching out to the [redacted] for information on weather it would pass inspection, but again the quality is extremely poor, along with the lack of concern from Potterhill. We did not create the issue, they created the issue when they did not pay attention to detail on the building process of our home. It is a BRAND NEW HOME, with a crooked wall, that is un-level. How is that acceptable by any means? Especially with what we had paid for it. This is absurd that it has even come to this, and that I am even having to waste my time and energy to "fight" for something that shouldn't be a question on weather to address it or not. I can't believe a business would allow this type of work pass and that they would be okay with it. Unfortunately this is not the only time they have told us that this was  an "unfortunate" mistake, and that they couldn't do anything to help it.

Our office has been in contact with Mr [redacted]. Per that conversation, Mr [redacted] was unable to give us information on what job he worked on or who he actually worked for. Potterhill Homes has never built a home in Maysville, Ky area or had done any transaction with a Mr [redacted]. We believe Mr...

[redacted] may have us mixed up with another builder. We are requesting this complaint to be removed as it is totally false.thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]     While I did contact Potterhill on Friday 11/18/2016, we still thought that given the circumstances and time frame it be necessary to have taken the action that we did. It was highly recommended from other sources to do so as well. After dealing with the amount of issues we had in the past, we felt it was needed to move forward in this manner.     While we also understand that we had signed certain documents, I will point out that many of them had not been very well explained in regards to both closings, I.E the dollar amount of the construction closing, title work, and taxes that will be paid. While we take responsibility for signing the documents without reading every page line by line, we still trusted all parties involved to help explain and relay all important and vital information to us. We will also point out, that it was not just one person, it was several that we had bad experiences with, and unfortunately there comes a time when it has to be brought to light. We were told by another Potterhill employee from the beginning that we could use an outside financial institution for our "end loan", which ultimately caused a delay in our original closing date because of the way the title read in our name, instead of the builders. It was just a normal purchase from a build. This financial institution, which is extremely reputable, stated they had never come across such a loan for a new build like this one. Since it had delayed our closing, and we were on a time crunch, we decided to go back to Potterhills lender of choice. They were thankfully very helpful with getting us to closing as fast as they could, however since we did not close on time, we lost our "120 day build time credit", (since they were over on the completion of our home by 40 days or so...) We were unaware of this loss until after our closing had occurred in March, which was extremely unfortunate. So, not only did we miss out on our build time credit, but now we are liable for paying taxes on a home that was not completed nor lived in at the beginning of the year. I understand the county cannot do assessments on Jan 1st every year for every home in the county, and that it is typically done in the first few months of the year. However, the issue still lies within the transfer of the title to our name, with the dollar amount of the build before the build even took place in the year prior. If I am not mistaken, the typical builder will not allow the purchase to take place until the project is completed, which in our case should have been in March at our closing. As stated before, this is not the first issue we have had with our builder, and unfortunately we are sure that it will not be rectified in our favor, as has some of the other issues in the past have been as well. We would just like for it to be known the struggle that we have dealt with the past year and a half.  Thanks.

To whom it may concern,  I received an email from Mrs. [redacted] on Friday November 18, 2016 I was out of the office on vacation that day, However I did respond to her that I would take look at her file on Monday November 21, 2016 once I returned to the office. One Monday November 21, 2016 I...

pulled her file and went through the closing documents and the deeds that were signed and recorded. Once I took a look at the items I sent Mrs. [redacted] a reply email on November 21, 2016 at 9:00 a.m. letting her know of what I had found. Our process for new construction is that the customer gets a construction loan in their name during the construction process and while we pay the interest of the construction loan as we draw the money to complete the home the loan is still in their name, however they cannot have a loan in their name if the property is not in their name. We deeded the property to Mr. and Mrs. [redacted] on August 26th, 2015 with the purchase price (at the time of construction closing) of $256,753.00. The house was completed on March 02, 2016 and we did a final closing on March 18, 2016 at the time the county had not assessed the property so there were no proration’s done for taxes, we do not prorate on an estimated amount because we have no way of knowing if taxes are going to be assessed or not, or what the amount is going to be. Per our contract that was signed on May 31, 2015 by  Mr. and Mrs. [redacted] and ratified by our owner on June 12, 2015 it states that the buyer is responsible for taxes once the deed has been delivered. The county requires us to pay a conveyance fee once we transfer the property to the buyer and the deed in question was signed by a Potterhill representative and Mr. and Mrs. [redacted] with the purchase price on it and dated August 26, 2015 in the claim it states that she was unaware that the property was deeded into their name when in fact she signed the deed with the purchase price on it. Unfortunately at the time of closing we are not aware if and when the county is going to assess the property taxes. We have a call into Campbell County to see if they can spread some light as to when they go out and what prompt’s them to go out to do the assessment. We build in a couple of different counties in the State of Kentucky and have not had an issue with any other county.  She also states that she was not contacted by us, I contacted her on Friday November 18th and then followed up again this morning on November 21st as I stated earlier. I have attached the disclosure statement that Mr. and Mrs. [redacted] have signed, I have highlighted page two in regards to the taxes I have also attached the Deed that was signed by all parties.  I can also send you the emails where she was responded to and given this information.   y here...

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We have been working with the [redacted] since September to finalize Mrs. [redacted] LEED certification approval.  There was a miscommunication; and we (Potterhill) were under the impression that Mrs. [redacted] home had received the final approval and was in the process of being LEED...

certified. After receiving your email,   I contacted [redacted] this morning and was told that they needed a bit more information, I sent over an email with the information that they requested.  They are now in the process of filing for the LEED certification.I have reached out to [redacted] Heating and Cooling and asked them to contact Mrs. [redacted] to schedule an appointment to re-install her bath fan. If you have any additional questions, please let me know .Thank you Candi M[redacted]Operations ManagerPotterhill Homes, LLC513-248-4428 ext. 15