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] ***
Complaint: [redacted] I am rejecting this response because:Flooring: I am not talking about the second floor I have nail holes and dig marks in my first floor planking from the ceiling repair We have text messages from the sales rep stating exactly this The powder room does not have an elongated toilet installed Regards, [redacted]
Customer was provided (4) sides brick up to FirstFloor of home as described in this complaintThis information was disclosedduring their Preconstruction MeetingI have attached their PreconstructionDocuments depicting locations of Masonry/Siding as it relates to their homespecifically which they approved prior to beginning constructionI have alsoattached pictures of their property to show that it is consistent with what wasbuiltIf the customer has conflicting documents, please provide those so we mayaddress it properlyOtherwise, this house was built per plan and requires no additional masonry
MESSAGE:Complaint: [redacted] I am rejecting this response because:Flooring: I am not talking about the second floor I have nail holes and dig marks in my first floor planking from the ceiling repairRE: #I will send out our Warranty Technician to assess the damage and repair, if deemed necessary We have text messages from the sales rep stating exactly this.RE: #Please forward the text messages so that we can review them internally The powder room does not have an elongated toilet installedRE: #I will have the Warranty Technician inspect the commode to confirm the size and, if necessary, replace it with the correct oneOnce these items have been reviewed we will provide a response based upon that information and resolution.Please let me know if any further elaboration is needed on these itemsRespectfully, [redacted]
After a week of calling we were finally able to get in touch with MR [redacted] ’sHe said that he will be available every day after Tuesday this weekWe will be contacting the trades today to secure a time and date for repairs to be made
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Stylecraft Builders has agreed to fix the water damage and recalk the tile in the showerThey did offer to put the shower door that fell off back onto the frame, however they were already aware that we had previously paid Home Depot to install a new door at the cost of $and cannot have that reimbursed Regards, [redacted]
Mr***, We apologize for the difficulties you are running into getting warranty items addressedI can assure you that we never want to appear as though we are "passing the buck"; We view all of our homeowners as FamilyWe will reach out immediately to the Warranty Managers and other team
members to get this addressed as soon as we can for youThank you,Stylecraft
Our development manager reached out to Mr*** on 11/30/and had a good conversationWe apologized that we did a poor job of communicating about the HOA duesWhen Mr*** went under contract to purchase his home the HOA dues had not been set by the developerAt the time of contract,
our internal paper work read “TBD” for HOA duesWe always instruct our sales team to be very careful and to under promise and over deliver in situations like thisIn this particular case our sales executive did not follow company instructions and gave a very general response (budget $20/month) to a very specific question (what are my dues going to be?)We apologized to Mr*** for our lack of thoroughness and the resulting miscommunicationWe should have done a better jobOur development manager was able to come to a mutually agreeable solution with Mr*** and he was satisfied with the agreement The HOA management company has also been instructed to contact Mr*** to receive some feedback on how they can better handle these type of calls and to clear up any confusionWe strive to do the right thing, but fell short in this instance We have already used this incident to drive changeWe have made an internal change with regards to documenting HOA dues for new communities so this does not happen againWe have also had a conversation with our HOA management on how we can better field these type of calls in the future Sincerely,*** ***
The customer Mrs*** informed us about the upstairs leak on 11/where our Warranty Manager met with her and assessed the issue. The Warranty Manager had *** *** review the concern and at that time they informed the Warranty Manager that the
leak was due to over splash that was resting on the tile floor where the grout was corroded and had not been maintained as listed as a homeowner maintenance itemRegardless we had House of Floors touch up the grout / caulk along the bottom of the tub on 11/the earliest available dateDuring the Warranty Managers assessment Mrs*** also pointed out that their landscaping had been dead and that the Warranty Tech had replaced some bushes in her flower bed some time back, as well as the pickets she mentioned regarding the fence. The Warranty Manager acknowledged the issue but did not agree to address the landscape items as they are a homeowner maintenance responsibility and outside of the warranty. The Warranty Manager also had a breaker replaced due to it tripping their refrigerator this past Monday. We believe that Stylecraft Builders has addressed all the issues that fall under the Warranty agreement with the client at closing
Thank you for your patience in allowing us to research and address each of the complaints made by this homeownerI have responded individually to each item in the original complaint on the first (2) pages of the attached fileThe subsequent pages are supporting documentation which are in order of
reference to each responseSo essentially, when an item is called out it will be the next page(s) in the file After researching this homebuyer’s file and looking at correspondence throughout the process we firmly believe that we have made every effort in our power to make sure all items were addressed, provided them with a quality product and superb customer serviceI am confident that, after review, you will agree that we do not shy away from our responsibilities to our homeowners and have done everything possible to accommodate them I sincerely look forward to your response and please do not hesitate to contact me directly with any questions or concerns regarding ours! Respectfully, *** Clifton SFranco Area Sales Manager-Central Texas
We contacted and met with the current Homeowner and reviewed their concerns. The current homeowner is the 2nd owners and the house is past the warranty period. The items that were addressed are as follows:Garage door opener not working. Unfortunately this door opener was not...
installed by Stylecraft but by previous owner so we will be unable to resolve this issue for them. The Drywall damage in ceiling is from someone that was in the attic and stepped on the drywall causing the damage not covered under our warranty. The shower area has had no maintenance done since the house was sold. The result is missing caulking, crack grout etc… We have agreed as a courtesy to re-grout and re-caulk any cracks in the shower as needed and do one drywall repair at the exterior of the shower but that going forward they would be responsible for the maintenance. The Shower door had a pivot pin set screw come loose and we have agreed to re-install the door as courtesy. We feel that we have addressed all the items that the current homeowner was concerned about.
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]
Good afternoon, We're sorry for the problems you've encountered with draining and we understand that this problem has been extremely frustrating. I can assure you we will continue to do our best to address the issue and come up with a proper solution. Drainage is a common obstacle within the city as...
a whole. We have received word that Mr. [redacted] has been in contact today, and has set up an assessment for the 16th of March at 9:30am. Thank you for your feedback and patience! Best,Stylecraft Builders
Thank you for your feedback, Mr. [redacted].We understand your frustration and we want nothing more than for you to be happy and enjoy your Stylecraft home. Can you please provide a list of items you're still awaiting to be reviewed? We have a comprehensive log of the communications, work orders, and...
completed jobs between yourself and our warranty department, beginning on 12/19/2016. In regards to the specific concern about leaking windows, [redacted] reported on 1/22/2018 that the HVAC system is operating correctly and following a blow door test, no air infiltration issues were discovered within the home or windows. That being said, we will gladly forward your concerns to our CEO along with the documentation provided by the warranty department. If you could please send us a specific list of items you feel need to be addressed, we will be more than happy to include those as well. We appreciate you, your time, and are happy to have you as a member of the Stylecraft Family.
MESSAGE:Complaint: [redacted]
I am rejecting this response because:1. Flooring: I am not talking about the second floor. I have nail holes and dig marks in my first floor planking from the ceiling repair. RE: #1. I will send out our Warranty Technician to assess the damage and repair, if deemed necessary. 5. We have text messages from the sales rep stating exactly this.RE: #5. Please forward the text messages so that we can review them internally. 7. The powder room does not have an elongated toilet installed. RE: #7. I will have the Warranty Technician inspect the commode to confirm the size and, if necessary, replace it with the correct one. Once these items have been reviewed we will provide a response based upon that information and resolution.Please let me know if any further elaboration is needed on these items. Respectfully, [redacted]
Good evening! We are so sorry to hear about this issue you're experiencing. We will contact the members of our Stylecraft Team to address and achieve a solution for you. We thank you for bringing it to our attention. We love our homeowners, and as a part of the Stlyecraft Family, we always strive to...
achieve the best for you. Please do let us know if you do not hear back within the first week of January. Kind Regards, Team Stylecraft
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
Stylecraft Builders has agreed to fix the water damage and recalk the tile in the shower. They did offer to put the shower door that fell off back onto the frame, however they were already aware that we had previously paid Home Depot to install a new door at the cost of $685.00 and cannot have that reimbursed.
Regards,
[redacted]
Customer was provided (4) sides brick up to FirstFloor of home as described in this complaint. This information was disclosedduring their Preconstruction Meeting. I have attached their PreconstructionDocuments depicting locations of Masonry/Siding as it relates to their homespecifically which they...
approved prior to beginning construction. I have alsoattached pictures of their property to show that it is consistent with what wasbuilt. If the customer has conflicting documents, please provide those so we mayaddress it properly. Otherwise, this house was built per plan and requires no additional masonry.
Complaint: [redacted]
I am rejecting this response because:1. Flooring: I am not talking about the second floor. I have nail holes and dig marks in my first floor planking from the ceiling repair. 2. 3. 4.5. We have text messages from the sales rep stating exactly this. 6. 7. The powder room does not have an elongated toilet installed.
Regards,
[redacted]
After a week of calling we were finally able to get in touch with MR. [redacted]’s. He said that he will be available every day after Tuesday this week. We will be contacting the trades today to secure a time and date for repairs to be made.
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] ***
Complaint: [redacted] I am rejecting this response because:Flooring: I am not talking about the second floor I have nail holes and dig marks in my first floor planking from the ceiling repair We have text messages from the sales rep stating exactly this The powder room does not have an elongated toilet installed Regards, [redacted]
Customer was provided (4) sides brick up to FirstFloor of home as described in this complaintThis information was disclosedduring their Preconstruction MeetingI have attached their PreconstructionDocuments depicting locations of Masonry/Siding as it relates to their homespecifically which they approved prior to beginning constructionI have alsoattached pictures of their property to show that it is consistent with what wasbuiltIf the customer has conflicting documents, please provide those so we mayaddress it properlyOtherwise, this house was built per plan and requires no additional masonry
MESSAGE:Complaint: [redacted] I am rejecting this response because:Flooring: I am not talking about the second floor I have nail holes and dig marks in my first floor planking from the ceiling repairRE: #I will send out our Warranty Technician to assess the damage and repair, if deemed necessary We have text messages from the sales rep stating exactly this.RE: #Please forward the text messages so that we can review them internally The powder room does not have an elongated toilet installedRE: #I will have the Warranty Technician inspect the commode to confirm the size and, if necessary, replace it with the correct oneOnce these items have been reviewed we will provide a response based upon that information and resolution.Please let me know if any further elaboration is needed on these itemsRespectfully, [redacted]
After a week of calling we were finally able to get in touch with MR [redacted] ’sHe said that he will be available every day after Tuesday this weekWe will be contacting the trades today to secure a time and date for repairs to be made
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Stylecraft Builders has agreed to fix the water damage and recalk the tile in the showerThey did offer to put the shower door that fell off back onto the frame, however they were already aware that we had previously paid Home Depot to install a new door at the cost of $and cannot have that reimbursed Regards, [redacted]
Mr***, We apologize for the difficulties you are running into getting warranty items addressedI can assure you that we never want to appear as though we are "passing the buck"; We view all of our homeowners as FamilyWe will reach out immediately to the Warranty Managers and other team
members to get this addressed as soon as we can for youThank you,Stylecraft
Our development manager reached out to Mr*** on 11/30/and had a good conversationWe apologized that we did a poor job of communicating about the HOA duesWhen Mr*** went under contract to purchase his home the HOA dues had not been set by the developerAt the time of contract,
our internal paper work read “TBD” for HOA duesWe always instruct our sales team to be very careful and to under promise and over deliver in situations like thisIn this particular case our sales executive did not follow company instructions and gave a very general response (budget $20/month) to a very specific question (what are my dues going to be?)We apologized to Mr*** for our lack of thoroughness and the resulting miscommunicationWe should have done a better jobOur development manager was able to come to a mutually agreeable solution with Mr*** and he was satisfied with the agreement The HOA management company has also been instructed to contact Mr*** to receive some feedback on how they can better handle these type of calls and to clear up any confusionWe strive to do the right thing, but fell short in this instance We have already used this incident to drive changeWe have made an internal change with regards to documenting HOA dues for new communities so this does not happen againWe have also had a conversation with our HOA management on how we can better field these type of calls in the future Sincerely,*** ***
The customer Mrs*** informed us about the upstairs leak on 11/where our Warranty Manager met with her and assessed the issue. The Warranty Manager had *** *** review the concern and at that time they informed the Warranty Manager that the
leak was due to over splash that was resting on the tile floor where the grout was corroded and had not been maintained as listed as a homeowner maintenance itemRegardless we had House of Floors touch up the grout / caulk along the bottom of the tub on 11/the earliest available dateDuring the Warranty Managers assessment Mrs*** also pointed out that their landscaping had been dead and that the Warranty Tech had replaced some bushes in her flower bed some time back, as well as the pickets she mentioned regarding the fence. The Warranty Manager acknowledged the issue but did not agree to address the landscape items as they are a homeowner maintenance responsibility and outside of the warranty. The Warranty Manager also had a breaker replaced due to it tripping their refrigerator this past Monday. We believe that Stylecraft Builders has addressed all the issues that fall under the Warranty agreement with the client at closing
Thank you for your patience in allowing us to research and address each of the complaints made by this homeownerI have responded individually to each item in the original complaint on the first (2) pages of the attached fileThe subsequent pages are supporting documentation which are in order of
reference to each responseSo essentially, when an item is called out it will be the next page(s) in the file After researching this homebuyer’s file and looking at correspondence throughout the process we firmly believe that we have made every effort in our power to make sure all items were addressed, provided them with a quality product and superb customer serviceI am confident that, after review, you will agree that we do not shy away from our responsibilities to our homeowners and have done everything possible to accommodate them I sincerely look forward to your response and please do not hesitate to contact me directly with any questions or concerns regarding ours! Respectfully, *** Clifton SFranco Area Sales Manager-Central Texas
We contacted and met with the current Homeowner and reviewed their concerns. The current homeowner is the 2nd owners and the house is past the warranty period. The items that were addressed are as follows:Garage door opener not working. Unfortunately this door opener was not...
installed by Stylecraft but by previous owner so we will be unable to resolve this issue for them. The Drywall damage in ceiling is from someone that was in the attic and stepped on the drywall causing the damage not covered under our warranty. The shower area has had no maintenance done since the house was sold. The result is missing caulking, crack grout etc… We have agreed as a courtesy to re-grout and re-caulk any cracks in the shower as needed and do one drywall repair at the exterior of the shower but that going forward they would be responsible for the maintenance. The Shower door had a pivot pin set screw come loose and we have agreed to re-install the door as courtesy. We feel that we have addressed all the items that the current homeowner was concerned about.
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]
Good afternoon, We're sorry for the problems you've encountered with draining and we understand that this problem has been extremely frustrating. I can assure you we will continue to do our best to address the issue and come up with a proper solution. Drainage is a common obstacle within the city as...
a whole. We have received word that Mr. [redacted] has been in contact today, and has set up an assessment for the 16th of March at 9:30am. Thank you for your feedback and patience! Best,Stylecraft Builders
Thank you for your feedback, Mr. [redacted].We understand your frustration and we want nothing more than for you to be happy and enjoy your Stylecraft home. Can you please provide a list of items you're still awaiting to be reviewed? We have a comprehensive log of the communications, work orders, and...
completed jobs between yourself and our warranty department, beginning on 12/19/2016. In regards to the specific concern about leaking windows, [redacted] reported on 1/22/2018 that the HVAC system is operating correctly and following a blow door test, no air infiltration issues were discovered within the home or windows. That being said, we will gladly forward your concerns to our CEO along with the documentation provided by the warranty department. If you could please send us a specific list of items you feel need to be addressed, we will be more than happy to include those as well. We appreciate you, your time, and are happy to have you as a member of the Stylecraft Family.
MESSAGE:Complaint: [redacted]
I am rejecting this response because:1. Flooring: I am not talking about the second floor. I have nail holes and dig marks in my first floor planking from the ceiling repair. RE: #1. I will send out our Warranty Technician to assess the damage and repair, if deemed necessary. 5. We have text messages from the sales rep stating exactly this.RE: #5. Please forward the text messages so that we can review them internally. 7. The powder room does not have an elongated toilet installed. RE: #7. I will have the Warranty Technician inspect the commode to confirm the size and, if necessary, replace it with the correct one. Once these items have been reviewed we will provide a response based upon that information and resolution.Please let me know if any further elaboration is needed on these items. Respectfully, [redacted]
Good evening! We are so sorry to hear about this issue you're experiencing. We will contact the members of our Stylecraft Team to address and achieve a solution for you. We thank you for bringing it to our attention. We love our homeowners, and as a part of the Stlyecraft Family, we always strive to...
achieve the best for you. Please do let us know if you do not hear back within the first week of January. Kind Regards, Team Stylecraft
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
Stylecraft Builders has agreed to fix the water damage and recalk the tile in the shower. They did offer to put the shower door that fell off back onto the frame, however they were already aware that we had previously paid Home Depot to install a new door at the cost of $685.00 and cannot have that reimbursed.
Regards,
[redacted]
Customer was provided (4) sides brick up to FirstFloor of home as described in this complaint. This information was disclosedduring their Preconstruction Meeting. I have attached their PreconstructionDocuments depicting locations of Masonry/Siding as it relates to their homespecifically which they...
approved prior to beginning construction. I have alsoattached pictures of their property to show that it is consistent with what wasbuilt. If the customer has conflicting documents, please provide those so we mayaddress it properly. Otherwise, this house was built per plan and requires no additional masonry.
Complaint: [redacted]
I am rejecting this response because:1. Flooring: I am not talking about the second floor. I have nail holes and dig marks in my first floor planking from the ceiling repair. 2. 3. 4.5. We have text messages from the sales rep stating exactly this. 6. 7. The powder room does not have an elongated toilet installed.
Regards,
[redacted]
After a week of calling we were finally able to get in touch with MR. [redacted]’s. He said that he will be available every day after Tuesday this week. We will be contacting the trades today to secure a time and date for repairs to be made.