Reality Homes Inc

Complaint: [redacted]
I am rejecting this response because: I do feel I was rushed into the contract to take advantage of your promotions. Everything was signed in a rush attempt to get the promotions offered. If the sales rep denies this than that would be a lie. It WAS said help would be offered throughout not just in building but helping find land that would suit the chosen plans. I found another Revdex.com complaint in which the customer had a very similar experience and DID receive a refund. So do you get to pick and choose which clients this courtesy extends to? Seems like favoritism. I tried to make it work. Reality keeps increasing costs and I simply cannot afford your services any longer. It was not my intention to have the search process take so long. Not to mention the incorrect plans were drawn up despite ALL of the email correspondence discussing a different plan. It was not said that a separate form was to be signed. I am more than willing to not ask for a refund IF Reality agrees to use MY money to perform a service to me. It would help immensely if a Reality contractor can pour some concrete on my property or anything else of equal value. Specifically $3,150 worth of product and service. Again it started out as: if I sign now I can utilize your promotions at the time and if I wait I'd lose/not be able to take advantage of the promos at the time. It seems like before signing with Reality I should have had someone with a legal background review the documents because clearly there are attempts to draw in potential customer to sign for promotions. Another example that I had to fight: it was said during signing that I could utilize my own HVAC contractor and remove those costs from my contract as a Reality charge but add as a line item for other items (like paint and permits etc). I finally after many emails back and forth got Reality to agree to this even though the sales rep said I could without any issues. Trust me it was far from easy. The experience will be shared in every way possibly to highlight these things. Also in the beginning it seemed like was not allowed to continue correspondence with the sales rep and had to just talk to the corporate office despite the sales rep being much more familiar with what was discussed. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: Reality did not address all of our complaints. They said nothing about their failure to communicate or the added expenses they have placed on us. Sincerely,[redacted]

We apologize for the frustration. At times building can create some unknowns. Reality Homes does not do the excavation, nor are we professionals in site work. Our project managers simply stake out the corners of the home and the Home owners site person cares for the excavation. Then forms are...

set. I can assure you, we would not set forms knowing they would violate code. The forms were acceptable, but the inspector required some additional footings as a result of the site persons dig out. We actually encouraged that the forms were left as we felt the cost for additional concrete would be less that the expense to remove the forms and excavate and re-install. This was their request not a code requirement.We certainly apologize for the delay as well. Unfortunately trades are very busy industry wide. We do our best to schedule and anticipate their arrival. At this point the foundation has been poured. Once the site is backfilled we look forward to framing the home. I know everyone will not always agree, but we have gone out of our way to assist the customer. The foundation company wanted to charge for the forms being on site so long (charging is common since they cannot use the forms on other jobs to make money). We urged them not to charge, which because of our relationship, they did not, saving the customer an added expense. At this point we will not pay for the form removal, again, we recommended that they actually not do this and simply move forward at the time.

Complaint: [redacted]
I am rejecting this response because:The foundation inspection passed on March 17th regardless of what their record shows. we have the dated signature of the inspector to prove it. And if the heating contractor does such quality work why did the put the register for the great room in the smallest bedroom in the house? on another of Reality homes projects the placed a forced air register under the refrigerator even though it was clearly shown in the drawings that the refrigerator would be there. As to the permanent power. it was ready and had been reported to RH. Other than a 3 week period where our excavator contractor was in mourning there have been no delays due to our actions or lack thereof. As to miles from their store, we paid a mileage premium and the distance as calculated by RH was only 70 miles.  Bring on the mediator. 
Sincerely,
[redacted]

We are sorry that they are having issues. We have told the [redacted] that the furnace was tampered with. Our HVAC company had been out there and corrected the issues several week back. Another visit was followed up on with the [redacted] last week after they called. Our HVAC company returned to look...

at the unit and determined that the controls had been tampered with. It bears noting that this HVAC gains nothing by mentioning this. They are paid for the work done on the home by our company. We will arrange for the HVAC and a manager from our company to visit the home and explain and show why they clearly can tell the controls have been tampered with. We will clearly outline the options available to them at that meeting as well.

Complaint: [redacted]
I am rejecting this response because:I...

personally talked to the concrete company that poured on my foundation when I visited my property on 4/11/2018 to check up on everything. The concrete company told me that they used a total of 19.3 yards on concrete to complete our foundation. I had a 20 yard allotment set, so I was in the clear of getting charged any extra. When my building manager came forward and said we had to pay for an extra 6 yards on concrete I knew there was no way, so I had a private individual to come out and measure the foundation and complete calculations on on how much concrete total was used for my foundation pour. His measurements as follow: Walls: 180 Feet Length, .8 width, and 2 Feet in height=10.6 cubic yards. Footings: 254 Feet length, 16 inches width and 8 inches for height= 8.362 cubic yards. This totally 18.962. Once you in incorporate the cleanup concrete, which would have not counted for more then a yard, the person who originally told me 19.3 yards on concrete was pretty precise. Sincerely,
[redacted]

We apologize for the delays in the remaining items. The electrical is scheduled for completion 1/31 and a project manager will be on site to ensure completion.

We received our drawings mid November.  It does not take 2 months for drawings to be engineered.  Had we received them in a timely fashion,  we would have been able to be fully funded and site ready. In regard to siding,  we had phone conversation with Derek a[redacted], who didn't know if our siding was I'm in fact complete cedar,  or just on the outside and had to follow up. This indicates a complete lack of communication within the organization as well as an arbitrary charge as Derek didn't even know the product we selected. Provide proof of the siding charge! The fact that we are 5 months into construction and are not near completion should be glaringly obvious that Reality is dropping the ball with scheduling and who they select as subcontactors.  They have plenty of contractor's working for them,  why can't they finish the shoddy work our framer did so that our project can proceed . Our neighbors our building a Reality home and started after us and have already caught up. We were told by  a scheduler that they will prioritize a job with who started first so that they can be done within the contract time and so far it's clear this isn't happening.  Our project manager is on site every week. He hears our concerns and passes them forward to people who don't care and nothing happens.  Hold your sub contractor's accountable! Hold yourselves accountable!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

At this point there is nothing more we can offer. As a company we have tp be able to provide a service at a specific price for all our customers. I have no idea if a contractor can install a ductless single head system for $3000. We do not have any that can do that. I suppose it is possible, but we negotiate advance pricing so our contractor can visit all customers when construction is happening. We also have to use a contractor that will provide quality and a warranty. We build for customers hundreds of mile apart in Oregon and cannot simply use any contractor we happen to find that day that may offer us a lessor price. Additionally the price was shown in advance to the customer. We did offer for them to contact our contractor. He will be able to verify what we paid. Whether they feel we over paid is not the issue. That is our selected contractor and that is what we paid. As far as the delay, we can only apologize for their frustration. However our contract clearly states if the home is modified in way or if it is located more than 65 miles from our office, construction will take about 30 longer. We make no apology for our time period to build homes, it is told to customers in writing in our contract. The foundation was poured about the end of March. We have the approval for foundation on our about March 23rd. They say March 17th. Counting 180 days from March 17th puts completion about the end of September. During that time there was about a 4-6 week period when we could not move forward because there was no permanent power at the home. With our power we cannot move into drywall as power is needed per our contract for that stage of construction. With that added to the time, we put the home contractually being built on time. Our goal is not to argue with the customer, as I am sure they will disagree with this response. Rest assured, if we did something wrong, we would gladly admit this and address a remedy. I believe we are at an impasse. If they would like to meet with the Revdex.com mediator to review all paperwork, files, notes, etc, we will be happy to do this because we have no desire to continue a back and forth which I am sure will be frustrating for the customer.

Complaint: [redacted]I am rejecting this response because:See attached document that lays out the problems we have had with this system since Day One of it being installed during the construction phase. Reality Homes is not trying to resolve the complaint, they are only pointing fingers to get out from under further repairs of the system. We have not tampered with any controls. This is the second time they have falsely accused us of tampering with controls of the system. [redacted] did not visit the house September 18 as Reality Homes claims. [redacted] only drove through the gate and backed out, never exiting vehicle.Sincerely,[redacted]

We have been in contact with the customer and he agreed to rescind his complaint. He voluntarily signed a contract with a non-refundable deposit. He decided not to build. As a gesture we agreed to a partial refund and his check is being mailed.

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. They have paid me my my requested refund of my deposit. 
Sincerely,
[redacted]

We are very sorry to hear the customer wishes to cancel. If they would like a call from myself, please let me know. As far as the comments, I really cannot address those as I was not part of the conversation. I am attaching the contract that was signed and initialed by...

the customer. Section L of the contract which was clearly initialed by the customer, specifically says the cancellation process. Regardless, we will offer to rescind the contract with the customers signature and not charge the cancellation fee. [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Thank you for sending this. We are not sure how to respond. Mr [redacted] emailed and told our project manager he is contacting an attorney. At this pointhe will not allow our contractor on site and we are in a holding position. We would love to visit and correct any issues that may be there. If he...

will allow us access, we will gladly correct anything needing correcting.

Complaint: [redacted]I am rejecting this response because:[redacted] has proven time and again, since November2014, that they can not properly fix the HVAC system. The heater was still notfixed in February 2015, at the end of construction. We have again asked Reality Homes to specifically fix theheater since September 15, 2015. After numerous phone calls and emails to them,they tell us it is not their responsibility as we have tampered with unsaidcontrols. Nobody will tell us what controls; just falsely accuse us oftampering with the system. This is the second time Reality Homes has accused usof tampering with the system. The first time we were falsely accused. Now theyare accusing us again. We have asked for a second opinion on the HVAC system repair.We have asked to not have [redacted] come to our property afternumerous threatening phone calls and texts over the course of construction andin July and August of 2015. Reality Homes has denied all such requests.Reality Homes sent [redacted] to our house onSeptember 18. [redacted] did nothing but drive into our driveway andleave. Reality Homes replied to our question of why that happened by saying[redacted] was not coming out that day. Reality Homes would not answerus as to when the system was going to be fixed. It is only through this complaint that we have heard furtherfrom Reality Homes.We have already had at least two meetings with a Reality Homes managerand [redacted], together at the house, over the HVAC system repairs.The system is still not repaired. We do not need another meeting to accuse usof tampering with unsaid controls of the system. Nobody has touched anything inthe entire system except [redacted]. We need the system fixed properly.We do not need a meeting to lay false blame on the homeowners while RealityHomes and [redacted] attempt to get out from under theirresponsibilities of assuring a properly installed and operating HVAC system inthe house.Sincerely,[redacted]

We certainly apologize for the delay and understand the frustration. At this point we do have a framer working on the project and will continue to work to speed up the other trades to make up 
for some of the delay in getting the framing started.

We will be happy to cancel the contract at no cost to the customer. There will be no refund. We do not rope people into a contract, they are signed voluntarily. I can include a copy of the contract if the customer would like for a reference to many points where a...

customer should stop and ask questions before they put down (what is clearly labeled in several locations) a non refundable deposit. We have comments customers sign such as I have read thouroughly, I have hadall of my questions answered.  As far as helping with land, any help would simply be to direct a customer to a professional real estate agent. We do not provide a real estate service and it would actually be of poor choice to try to help rather than direct customers to a licensed professional. Please let me know if the customer would like us to send a rescission of contract.

Complaint: [redacted]
I am rejecting this response because:They state that the amounts paid to the HVAC and electrical contracts constituted a 25% markup for what we paid ONLY FOR HVAC. The electrical contractor wired the entire home yet they are including that entire amount as being part of the HVAC cost.. There was either no or minimal labor involved by the electrical contractor WRT the HVAC we wanted which I assert was NOT a change from what we were told we would be getting by the sales person. it is regrettable that the documentation does not reflect the number of heads however it does state "ductless mini-split" which is different than a single head ductless heat pump. A mini-split, by definition, has more than one head., but the fact remains that we had the discussion with the sales person as described in the original complaint. 3 heads, 36000 BTU. I wanted and asked for a heating system that was adequate to heat/cool the entire home. The single head system they were planning to put in was not adequate to heat the home and can be purchased and installed for less than $3000. In fact, a DIY single head system is available for around $2000. The bottom line is the system they were going to install is not what was discussed with the salesperson and the markup is significantly higher than the 25% claimed by RH because they are including unrelated electrical expenses as part of the HVAC costs. This is a misdirection and yet another LIE by Reality homes.  I stand by my claim that we should be reimbursed for the heating system discrepancies IN ADDITION TO the amounts requested for the long delays associated with the building of our home and the removal of the unwanted Kadet heaters installed as part of the incorrect heating system.
Sincerely,
[redacted]

We certainly are eager to complete any punch list items.There were 4 issues on the signed punch list dated 11/28 and those are being worked on by the project manager and punch list coordinator. We will complete those in a timely manner. We will arrange for a manager to visit and look at the...

concerns listed here, but please note these are different than those on the signed punch list. As far as the ductless heat pump, they were sold a ductless heat pump, singular. There was not a discussion of an original 3 head system, and we have discussed this many times with them. Not that we need to disclose this information, but our cost to the HVAC contractor and electrical contracts was about $8000. We charged $10,550 to the customer. That is slightly over a 25% mark up for profit and warranty. That is completely reasonable. At this point, we cannot do anything about the price, they are welcome to contact the installer and verify the information themselves, he is Dr. HVAC and can be reached at 503-474-9891. As far as the rest, again, we will work hard to complete the 4 punch list items in a timely manner and have a manager stop by to look at the siding concerns.

We have tried many times to explain that the doors are installed properly and there is no error. We have had the door supplier on site and arranged for the door manufacturer
to visit as well, but that meeting was canceled. We will be happy to arrange for this again if the customer would like this....

We also provide our customers with a 2-10 warranty and 
they are welcome to file a claim. Once they do so 2-10 will arrange for an independent inspector to visit with both of us present and make a determination. 
 
The doors are what is called pre-hung. They come fully assembled from the manufacturer. Installation error would result in the doors not opening properly. That is not the complaint. The complaint 
is you can see light around the edges of the door if the house is dark and the light is on in a room. That is not an error. These are not sealed doors. We have tested this on many homes we have built 
since the original complaint and we find the same. We also have done this on homes not built by our company and you see the same light. Again, these are not sealed doors. Attached is a picture of a 
masonite door (the same door in their home) in a house built by another company. You can see the light. 
 
At this point, there is nothing we can do other that refer them to 2-10 or have the manufacturer visit. 2-10 is an awesome option so that rather than asking the same question from us and getting the
same answer, they can have an independent inspector hear, review and make the determination. If he agrees with them, the doors will be corrected.