R and K Custom Homes

Initial Business Response / [redacted] (1000, 9, 2016/10/12) */ Contact Name and Title: Kathleen J D***, VP Contact Phone: [redacted] Contact Email: [redacted] Yes,I did speak with buyers' wife on or about August 17, in reference to a water leak that they had just recently found in their master showerShe told me it must have just started since it was not there last fall when a home inspector inspected their home for a potential buyerIn the letter he also mentions that the mold was unknown to them and their Termite inspectorIf in fact there was growing mold, it should have been seen by their Termite inspector as they inspect the floor joists in the crawl space annuallyAt closing we also inform our buyers to inspect their crawl, at least quarterly for mold and moisture The wife and I spoke briefly about the type of shower pan installed in their home and I told her I wasn't sure because I did not remember exactly what the codes and restrictions were back in 2007-when it was installedI explained that codes change from time to time so I was not 100% sure how hers was installedI did however, tell her that it was in fact, properly installed according to the code "at that time"The series of issues they are referring to is a neighbor of theirs who we did a shower pan replacement forWe did not, as they claim, have a series if issues or potential problems with showers nor with that particular plumberWe have built over custom homesOut of the we have repaired or shower leaks for various reasonsAll of our trades, especially our plumbers are the best of the best in the TriadIt is not always the fault of the shower pan that causes a shower to leakMore often it is buyer negligenceIf a pan is bad you will see signs within the first years, not years laterWe without question, happily, completed their one year warranty list in If the items referred to in his letter had been on that one year list they certainly would have been addressedOne particular item he refers to in his list is the "standing water", which tells me he does not clear out his drains often enoughA shower drain that is not cleared and allowed to hold standing water will leak, causing moldThe grout between the tile is porous and will absorb water as will the mortared bed underneathIf standing water is allowed to back up it can certainly leakPlease note as per his letter we did go back after two years (a year out of warranty) with the electrician to try and help him, with every intention of changing out his exhaust fans....just to make him happyWhen the buyer started with his usual nasty comments and condescending attitude, our operations manager left taking the electrician with him This home buyer has been an extremely difficult buyer from the startHe is an engineer, who seems to know everything and believes those he hires, are all totally ignorant in their tradeWe have been a well-respected builder for years with a 99% rate of happy customersHe is one of only buyers that we have had over the years, that no matter what we do, we cannot please himSo, after many failed attempts at some point you need to stop tryingThat two year mark request, that we attempted to address, was our stopping point to even try to address any more small issues The reason for requesting our attorney to handle this was two-foldAlthough this is not a valid complaint, this buyer has a reputation for threatening lawsuitsMore importantly was that when I received his time sensitive letter, I was dealing with a medical emergency situation with my husband, who remains hospitalized still today, where I am responding bedside In summation: the shower/ shower pan the buyer is referring to was properly installed by a licensed plumber according to the International Residential Code and the mandatory Guilford County local code guidelinesIt was inspected by the licensed plumber, us as the general contractor, as well as the required local county inspectors and passed all inspections as properly installed and functioning at that timeWe, as the general contractor as well as our trades/contractors must pass all required local inspections throughout the building process before a certificate of occupancy is issued allowing us to close on the homeDue to the fact that this is an year old home and we do not know how this shower was maintained during this timeWe feel this goes well beyond being faulty product on our end and not our responsibility to repair

Initial Business Response /* (1000, 9, 2016/10/12) */
Contact Name and Title: Kathleen J D[redacted], VP
Contact Phone: [redacted]
Contact Email: [redacted]
Yes,I did speak with buyers' wife on or about August 17, 2016 in reference to a water leak that they had just recently found in their...

master shower. She told me it must have just started since it was not there last fall when a home inspector inspected their home for a potential buyer. In the 2016 letter he also mentions that the mold was unknown to them and their Termite inspector. If in fact there was growing mold, it should have been seen by their Termite inspector as they inspect the floor joists in the crawl space annually. At closing we also inform our buyers to inspect their crawl, at least quarterly for mold and moisture.

The wife and I spoke briefly about the type of shower pan installed in their home and I told her I wasn't sure because I did not remember exactly what the codes and restrictions were back in 2007-8 when it was installed. I explained that codes change from time to time so I was not 100% sure how hers was installed. I did however, tell her that it was in fact, properly installed according to the code "at that time". The series of issues they are referring to is a neighbor of theirs who we did a shower pan replacement for. We did not, as they claim, have a series if issues or potential problems with showers nor with that particular plumber. We have built over 350 custom homes. Out of the 350 we have repaired 3 or 4 shower leaks for various reasons. All of our trades, especially our plumbers are the best of the best in the Triad. It is not always the fault of the shower pan that causes a shower to leak. More often it is buyer negligence. If a pan is bad you will see signs within the first 2 years, not 8 years later. We without question, happily, completed their one year warranty list in 2009. If the items referred to in his 2010 letter had been on that one year list they certainly would have been addressed. One particular item he refers to in his 2010 list is the "standing water", which tells me he does not clear out his drains often enough. A shower drain that is not cleared and allowed to hold standing water will leak, causing mold. The grout between the tile is porous and will absorb water as will the mortared bed underneath. If standing water is allowed to back up it can certainly leak. Please note as per his letter we did go back after two years (a year out of warranty) with the electrician to try and help him, with every intention of changing out his exhaust fans....just to make him happy. When the buyer started with his usual nasty comments and condescending attitude, our operations manager left taking the electrician with him.

This home buyer has been an extremely difficult buyer from the start. He is an engineer, who seems to know everything and believes those he hires, are all totally ignorant in their trade. We have been a well-respected builder for 25 years with a 99% rate of happy customers. He is one of only 4 buyers that we have had over the years, that no matter what we do, we cannot please him. So, after many failed attempts at some point you need to stop trying. That two year mark request, that we attempted to address, was our stopping point to even try to address any more small issues.

The reason for requesting our attorney to handle this was two-fold. Although this is not a valid complaint, this buyer has a reputation for threatening lawsuits. More importantly was that when I received his time sensitive letter, I was dealing with a medical emergency situation with my husband, who remains hospitalized still today, where I am responding bedside.

In summation: the shower/ shower pan the buyer is referring to was properly installed by a licensed plumber according to the International Residential Code and the mandatory Guilford County local code guidelines. It was inspected by the licensed plumber, us as the general contractor, as well as the required local county inspectors and passed all inspections as properly installed and functioning at that time. We, as the general contractor as well as our trades/contractors must pass all required local inspections throughout the building process before a certificate of occupancy is issued allowing us to close on the home. Due to the fact that this is an 8 year old home and we do not know how this shower was maintained during this time. We feel this goes well beyond being faulty product on our end and not our responsibility to repair.