Regency Homebuilders

Improper Heating and Cooling System for the HouseDuring warranty time frame, we put in a claim for the heating issues in our house. [redacted] sent the claim to [redacted] Air (the sub-contractor) for repair. [redacted] Air changed some of our ducts, but the problem was not completely resolved before we ran out of our warranty time frame. Over the summer and winter, we noticed that our house was still having trouble maintaining temperatures. We had four different heating and air companies come and check our home (including [redacted]'s sub contractor-[redacted] Air). All four companies informed us that the wrong size heating and cooling units were placed in our home.After contact with [redacted], they have stated that they believe our house is correct and have paperwork to prove that the house is correct. One of the independent companies that I had look at my house had verified that the paperwork that [redacted] is using is incorrect.[redacted] Air originally told me that [redacted] knew that the wrong unit was put in the house and they have this information in their notes. Once they were contacted by [redacted], then they retracted their statement.There are other houses in my neighborhood that have the same floorplan. They all have the larger heating and cooling unit. [redacted] has not been able to explain to me why they feel that my house should not be comparable to the other houses in the neighborhood.Desired SettlementDue to the fact that Regency and their subcontractors have placed the wrong unit in my house, I do not believe this is a normal warranty issue. The unit is not broken, it is mis-sized. The only way to fix this issue to replace the heating and cooling units and this is going to cost me aprox. $7000. Business Response With regards to Ms. [redacted], we took action to assist her with a heating and air issue of which we were recently informed. She closed on her home on 10/5/12. We offer a one year warranty, which expired on 10/5/13. She did have issues with her HVAC system during the warranty period, which were resolved at that time and the tickets were closed. We heard nothing from her for over a year; however, recently, she had a third party contractor come out and inform her that her HVAC system was too small. Because of this, we attempted to assist her despite the fact that her one-year warranty was expired. If her unit was truly mis-sized, we would have corrected the issue. First, we investigated the issue and had a third party perform a [redacted] on this home. A [redacted] is a residential load calculation that determines the size of HVAC unit(s) needed. This calculation takes into account many energy-efficient factors such as insulation, radiant barrier, and windows installed. The [redacted] is in accordance with industry standards put forth by[redacted] (The Indoor Environment & Energy Efficiency Association). The [redacted] came back and showed that Regency was, in fact, in accordance with standards. The correct unit size was installed. We sent this document to the homeowner. The homeowner was not satisfied with this so we scheduled a meeting between Ms. [redacted], Regency's Purchaser & Estimator, and a representative from the HVAC company. At the time of the meeting, the customer was explained how to read the [redacted] and the HVAC situation was investigated once more. Regency's representative and the HVAC representative agreed that the system simply needed to be balanced. The HVAC company agreed to do this for the homeowner, in order to make her feel more comfortable, despite her warranty being expired. They were scheduled to balance the units on Monday, February 2nd. However, before this was done, Regency received the e-mail below below from the HVAC company:"On Friday January 30th around 11 a.m. Mrs. [redacted] called our office to let us know that she does not want us to come to her house ever again. She feels that we made her "look like an it" in front your company. On Thursday, we offered to reroute her ductwork as a cost effective attempt to resolve the temperature issues in her home as per mechanical calculations ([redacted]) that was calculated after we initially gave her a price to change her 3 ton system to a 4 ton system at a significant discount. The [redacted] recommended a 3 ton system for the square footage." Therefore, no further actions were taken to help Ms. [redacted], since she told the HVAC company they were not allowed back in her house.Ms. [redacted] was also given a quote by our HVAC subcontractor to upgrade her system if she chose to do that at her own expense. The quote was for $4,000, not $7000 as mentioned in the complaint.Regency made all actions necessary despite the warranty guidelines and agreed to help the homeowner, who later refused our vendors enter her home. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Me and my husband expected this response and new when we entered the complaint that Regency would not admit fault and correct the issue. There are three Montgomery floor plan houses in my neighborhood, both my neighbors. After having this issue it was discovered we were the only one of those with a 3 Ton unit for the downstairs. The answer to why 4 Ton units in the other two houses was builders are not consistent and they have been working to ensure consistency with there builders.This to me is not a warranty issue. If the system was broke, me and my husband fully understand it is our responsibility to fix it. But to be told we have to install a bigger unit to maintain comfort in our house is crazy. The unit we have is not broke, it is just undersized and cannot perform the job we are asking it too. We had the contractor that Regency uses ([redacted] Air) out two or three times during the first year to try to get the heating correct. The first ticket was closed with Regency, but then we dealt with the contractor directly. Ducting was even moved at one point to try to take care of the temperature in my daughter's room.We had three contractors come out and tell us our system was undersized. The third was the one Regency uses and who installed the system in our house initially ([redacted] Air). All three said the system was too small and ducting was run incorrectly for that sized unit (ducting could not be changed though, because there was not room on the 14" unit to properly run it for the 1800 plus square feet). [redacted] Air even had notes that said they new the other houses with the same floor plan had 4 Ton units and ours was being installed with a 3 Ton. We were told that they have to do what Regency says (which according to them was install the 3 TON unit). We were also told and later confirmed that a 5 Ton split room system was installed (wiring is still there for the thermostats) and they removed it to put in an upstairs and downstairs unit. The ducting set-up was never changed though.A manual J was supplied (which was odd to me that Regency provided it, because initially they told us [redacted] decides the unit size not them). Once we received it, we were told by Regency to have another AC contractor go over the manual J with us, as we had no idea what it was telling me. So I called my fourth AC contractor out to the house. He told me the numbers listed for the downstairs were incorrect and I did need the 4 Ton unit. This was the 4th time I was told this, with one time being by the contractor Regency uses ([redacted] Air) that my system was undersized. I asked Regency why they did not provide the manual J for the house when it was built 2 1/2 years ago (to me there should of been no reason to redo it, it should of been used in the first place). No real response was given. After discussing what the fourth contractor said, Regency did suggest to have all three of us meet. They set up a meeting with me, [redacted] Air and themselves. After this meeting is why I told them I did not want to deal with them and not to come to my house. The man from [redacted] Air was the same man that came out to my house a week prior. Standing there with the Regency rep his story totally changed though. All of a sudden ducting could be redone and he thinks that is all I needed. When questioned why his recommendation was now different, his response was "I am still learning". Which was really funny to me, because when he fist came out and I told him what the other contractors were telling me, he showed me his NATE certification and bragged about it and how I should ensure all the contractors I deal with have it.The discount Regency is referring to was not provided by them. When the [redacted] Air rep came out to my house initially and told me about the notes and my unit was undersized, they offered to install a 4 Ton unit for $4,0000 (there quote said they were giving me a $1600 discount). I had that quote sent to Regency at the recommendation of the [redacted] Air owner to see if Regency would cover they expense. Because as I said earlier, I believed and still believe this is there fault.All three other contractors were around the $7,000 range with all the ducting changes included. I put that amount in the complaint, because I am not going to allow the people who initially installed an undersized unit in my house and made me look like a fool to come back and install something new (even though it costs more, my money will go to another contractor).I understand this is one family against a big company and in the end we and my husband are making plans for the inevitable. We will take the $7000 out of out house hold to have the correct unit installed. I would even take $4000 from Regency paid directly to the contractor we use if the $7000 is the issue. We just want to ensure other home owners learn from our mistake. We should of pushed harder and had outside expert opinions long before the 2 plus year mark.Final Business Response With regards to the difference in tons used on the houses in the area, this particular house was a market home in which there was a previous buyer that originally stated how they would like the unit to be run. Since it fit within standards, it was done to their request. The [redacted]'s purchased this house as a market home that was complete; therefore, it was sold as is. It has been determined (as provided in Regency's previous response) that the unit installed in this house is adequate based off of various documents/tests and experts' evaluations. With regards to [redacted]'s rep stating he is still learning, Regency's representative was there for the whole meeting and did not hear him state this.Again, Regency offers a one year warranty and the [redacted]'s have well exceeded the timeframe of this warranty before filing an official complaint.

I asked Regency to repair the windows but they delayed the work.Before I closed the house on 1/14/2013, I walked through and told both my builder and my agent that the windows don't seem to be installed correctly. They said it's new and it should be find after a few months of use. No, it didn't turn out that way. I submitted the official request on 1/6/2014 and a guy came later asking me "Mr. [redacted], why didn't you mention this during the final walk through?" and I said "I did!" In February 2014, the guy brought a group of window crew (framers I suppose) and examined each window I mentioned, and their response was they needed to re-install everything, including the brick around the window as well. I had a question but I did not ask: if it was this big mistake, why was it installed that way in the first place? Why didn't the builder nor the agent find that? Why did they not want to investigate what I mentioned at the final walk through? So I was told they needed to order some bricks and would like to come back in March. I waited until the end of March, no notice. I contacted Regency, and they kept delaying my request. Finally, they said on 4/9/2014 framers would come. Ok, so I went home from work (and I needed to go back to work afterwards) and a group of window framers came examine and told me that they probably needed to get some bricks and reinstall the windows. I told them "I was told this in February, so why are you telling me again? I thought you're here to replace and fix the windows." I could not believe that every time I try my best to accommodate and work with Regency and even get my time off from work they did not make progress effectively nor efficiently. I have kept all the documentations, including the phone call records with each Regency rep or Regency [redacted] superintendent and the warranty request ticket, and I was just wondering when will my windows be fixed, if it has almost been 15 months as I bought the house from new construction? I hope next time they send a group of people they will really fix the windows. I do not need you to keep coming and telling me about the problems - I need the problems fixed!! Desired SettlementI am asking to get the windows fixed by the end of April, if not any time sooner. Throughout the past 14 months I have seen many new houses built around my house and why can't my windows be fixed in a timely manner? I am asking Regency to put my request at the very top priority.Business Response Unfortunately in this situation with Mr. [redacted], there was miscommunication between the superintendent, office and the framer. The builder Mr. [redacted] previously dealt with in February is no longer at Regency. Upon his meeting with Mr. [redacted], he (builder) stated the windows are out of square and we need to send the framer. He did not inform us that the framer had previously been to this house. Once we were made aware of that, we scheduled the framer to go assess the window. Upon his assessment, the windows need to be replaced. Unfortunately this is what Mr. [redacted] had been told previously; however that was not turned in or handled. The day after Mr. [redacted]'s meeting with the framer he came into Regency's office to discuss what the framer informed him of and wanted to know what his options are. [redacted] and [redacted] sat down with him to discuss this and informed him it would be handled immediately. [redacted] had the window company go to his house to measure the window and[redacted] also went to Mr. [redacted]'s house to measure them over that weekend as well. Shortly after that meeting Regency received this complaint. Everything is being handled and the windows are on order. Mr. [redacted] is aware of this and was ok with it per his meeting at his house with[redacted].

They prolong response time for warranty related issues that in turn leads to lapse in coverage.I closed on my home 8/13/15 and after getting my keys I went to the property and found that issues that were supposed to be resolved from the final walk through hadn't been taken care of. I contacted the superintendent as he told me to and he came by took notes on a legal pad and said he would get the contractors to come back out. Weeks passed and no call back or contractors. I contact him again and he told me to do a warranty request. I tried to submit request but kept getting error message. Called Regency and was transferred to the agent for my Subdivision and got her voicemail. I left a message and she called back and told me to send my request via e-mail because their system has been acting up. E-mail was sent and she said the information was forwarded to my superintendent and he will be getting in touch with me. Weeks go by again with no response from the superintendent. I called him and he stated they wanted him to come take some pictures himself after I submitted them with my request twice. He came out and took pictures and weeks go by again with no response. I then sent another e-mail to the contact person for my subdivision and that's when she replied back stating the crack in my tub wasn't covered and someone would be out to address the other issues. Only one of the contractors came out. She then suggested I wait until next spring for them to replace the dead sod put down during construction. After. The gap in the molding on the floor under the dishwasher haven't been repaired properly. My garage door still makes noise like its off track when opening and closing it. They are well aware that the contractors used that tub during construction and the rust spot along with the cracks are a result of that. I contacted my superintendent again about the same issues today at 9:56am and he stated he was going to call the office and gat back with me in 30 minutes and I never heard from him again. I later got an e-mail from The agent saying since I said I was going to seek legal counsel about my rights they could no longer communicate with me and all request would need to go to their attorneys but no contact information given for them. Desired SettlementWarranty request resolution

The builder refuses to honor or acknowledge poor workmanship of a new home constructed by them.Many unanswered issues: 1)loose joist floor boards on subfloor 2)fallen closet shelf 3)cracked driveway 4)cracked ceiling 5)granite glue on kitchen counter undone 6)unfinished backyard sodding 7)overhead garage door unaligned 8)front door closure problem 9) kitchen floor is hardwood rather than the promised ceramic tile 10)unlevel upstairs floor11)coagulated paint has now cracked or peeledDesired SettlementReplacement or repairBusiness Response Items 1, 4, 5, 7, 8, 9, 10, and 11 were never turned into Regency Homebuilders. We request all warrantable items be submitted in writing via our website. Any written notification will suffice; however, the warranty department never received any notice regarding these items. Had these items been turned in during their one year warranty, each would have been evaluated and warrantable items would have been resolved. We cannot be held responsible for items of which we were never informed.Item 2, "fallen closet shelf," was assessed by our representatives and was found to be unwarrantable. The shelf showed signs of overloading, as the wire shelf was bent. We cannot be responsible for repairing a fallen shelf that was overloaded by the homeowner.Item 3, "cracked driveway", was assessed by our representatives and the homeowner was made aware on [redacted] that Regency would repair this. On [redacted] our warranty department requested an update from the homeowner regarding this repair. We have not received any correspondence from the homeowner since [redacted]; therefore, we were never informed that this issue was outstanding.Item 6, "unfinished backyard sodding," was assessed by our representatives and the homeowner was made aware on [redacted] that Regency would repair this. On [redacted] our warranty department requested an update from the homeowner regarding this repair. We have not received any correspondence from the homeowner since [redacted] therefore, we were never informed that this issue was outstanding.Now that we have been informed that items 3 & 6 were not completed, we will follow up with our subcontractors to have these issues resolved.Had items 1, 4, 5, 7, 8, 9, 10, and 11 been submitted during his one year warranty, they would have been assessed; however, at this time his warranty has expired (as of [redacted] and no action will be taken.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Regency Homebuilders are simply following their usual modus operandi; deny, delay,and bully their clients into submission.This is not their first at this rodeo . They were made aware, either via registered mail or e-mail of all of these problems with the exception of #5 (glue coming undone from granite) #7.Garage door unaligned and #9.An unauthorized floor change.This was because many things were becoming undone at such a rapid pace it simply overwhelmed me.For example, after filing with Revdex.com, an outside garage light fixture fell. Notified the company via registered mail over a week ago and to this date, they have not responded. As a matter of fact they have never responded to the three(3) registered mail complaints. They claimed to be unaware of #8 (front door issue) Yet they have made several trips attempting to rectify the problem. When I mentioned #1 & #10, the reply was "the house is settling" #4 & #11 were minor issues and would be taken care of at the "one year walk through". Of course this "walk-through" never happened.The reason it never happened, according to Regency, we never called and made an appointment for it. We were not aware that this was our responsibility. That's what they were depending on , we become the "escape goat".Item #2 : "Fallen shelf" Their rep denied that he ever said the shelf was overloaded. I sent the company a photo showing that one end of the shelf had 7 screws (left end) and the other end (right end) had 2 screws. The right end fell. Clear indication of poor installation. Additionally, five of the screws were within a two-inch space. What professional puts 5 screws within a 2 inch space ?Item #3: "Cracked Driveway". The company assessed and made a promise to repair. Never heard from them again until we contacted Revdex.com. The company claimed they contacted us and requested an update.They never requested any such thing from us. Moreover,if they wanted to know if the work was done they should have contacted their employee and sought an update. The NEW promise is "as soon as the weather breaks we will get to it".Item #6: "Unfinished sodding". Old problem with the same answer "as soon as we finish [redacted] we will do your". No movement for 1 year until we contacted Revdex.com. On [redacted] this was completed. The one year warranty was not adhered to.The builder used nonskilled craftmen that resulted in shoddy workmanship; they used poor grade of material that was not appropriate for a house of this price and rebuilt/refurbished heating & air material were used in order to enhance their profit now they want to hide behind a one year warranty.Final Business Response As detailed below, there are two items for which Regency has provided resolution: sod & concrete. These items have been completed and no further action will be taken regarding the other items. The other items are either not warrantable or they were submitted after the expiration of their warranty. The homeowners' multiple attempts to discredit our business are unfounded and their accusations are not based on facts. Please see the responses below, in reference to the numbered items in the previous response: 1) Customer claimed: The Shelf This story keeps changing. Now they are claiming a written rep's documentation. Let us see that document. Has that rep weighed the amount of clothing that was on the rack to determine if we exceeded the weight ? Poppycock ! Response: This story has not changed in any way. We are happy to provide the requested document. Please see the attached e-mails, which show the warranty department's request to the builder superintendent and his response with an evaluation of the shelf. Our evaluation was made due to the fact that the shelf was bent. The only explanation for a bent wire shelf is that it was overloaded. Again, we stand by our decision. We do not operate off of threats or manipulation tactics. Regency is a legitimate company with policies and procedures that we must adhere to for all. We do not change our policies for homeowners because they file complaints with the Revdex.com. Our decision is based on facts, not opinions, and we stand behind our original evaluation.This matter is officially closed. Regency will not take any action regarding this claim. 2) Customer claimed: The Light I would like to believe you are a little confused but confusion is not who you are. Maybe you are trying to confuse us...allow me to make the correction. Immediately after moving in in [redacted] we contacted you about an outside light that apparently had not been bolted down properly because when the wind blew the light fixture would bang against the brick siding. You promised [redacted] would take a look at it. [redacted] did what [redacted] usually do, ignored it.Eight (8) months later, after the fixture broke, the light was replaced in [redacted] That's that light. In [redacted] light #2 detached from the wall. We initially thought it was just a screw and that we could repair it but it turned out to be broken. I took a picture and via US certified mail sent it to you. Response: The light with the original problem was fixed. Light #2 was not fixed because it was not reported until after this Revdex.com complaint was originally filed, which was well after the expiration of the homeowner's warranty. Items must be submitted during the warranty period in order to be repaired. Please see attached documentation regarding the lights. As you can see, the homeowner sent us a copy of her selections with a photo of the light. This document was dated by the homeowner on [redacted] I have also attached a document showing the date the homeowners closed on the home, which was [redacted]This matter is officially closed. Regency will not take any action regarding this claim. 3) Customer claimed: The cracked drive way Sealed on Friday, [redacted] (Thanks Revdex.com)Response: The homeowner refused to confirm this was complete until now. Please see the attached document, showing our correspondence with the homeowners. In response to our warranty department's request for confirmation on this item, we were told, "Shouldn't you contact [redacted] ?. His word appears to be the only word that matters". You will also see in this document that the warranty department did, in fact, reach out to the homeowner regarding this on [redacted] contrary to the homeowners claim, quoted below:"The company assessed and made a promise to repair. Never heard from them again until we contacted Revdex.com. The company claimed they contacted us and requested an update.They never requested any such thing from us."This documentation proves that the homeowners do not have all of the correct facts and/or they are not being truthful. This matter has been resolved and is officially closed. 4) Customer claimed: The Unfinished Sod Completed on [redacted] (Thanks Revdex.com)Response: The homeowner refused to confirm this was complete until now. Please see the attached document, showing our correspondence with the homeowners. In response to our warranty departments request for confirmation on this item, we were told, "Shouldn't you contact [redacted] ?. His word appears to be the only word that matters". You will also see in this document that the warranty department did, in fact, reach out to the homeowner regarding this on [redacted] contrary to the homeowners claim, quoted below:"The company assessed and made a promise to repair. Never heard from them again until we contacted Revdex.com. The company claimed they contacted us and requested an update.They never requested any such thing from us." This documentation proves that the homeowners do not have all of the correct facts and/or they are not being truthful. This matter has been resolved and is officially closed.5) Customer claimed: The unaligned garage door We hired a home inspector and upon his suggestion, that Regency could not have foreseen this problem that evolved over time, we will assume the financial responsibility of this repair.Response: The homeowner assumes responsibility, as Regency was never informed of this during the warranty period. This item was first noted in this Revdex.com complaint.This matter is officially closed. 6) Floor squeaking because of loose floor boards This is clearly the Builder' fault and their responsibility. Regency has not made any attempt to address this.Response: This item has not been addressed and will not be addressed for two reasons. 1. This item was not submitted during the warranty period. It was first noted in this Revdex.com complaint. 2. This item is not warrantable. Please see our policy on this below, which the homeowner can find in their warranty package received at closing. IV. Wood and Plastic A Rough Carpentry1. Possible Deficiency - Floors squeak or subfloor appears loose.Performance Standard - Floor squeaks and loose subfloor are often temporary conditions common to new construction, and a squeak-proof floor cannot be guaranteed.Responsibility - No action required. Regency will not take any action regarding this claim. 7) Customer claimed: Unlevel upstairs floor The inspector concluded that this was caused by a 'hump' in the hallway floor. This appears to be the hall floor and the affected bedroom floor did not meet properly. This is serious and Regency should take a look at.Response: This was not reported until after this Revdex.com complaint was originally filed, which was after the expiration of the homeowner's warranty. Items must be submitted during the warranty period in order to be repaired. Had the homeowners informed us of this at any point during their first year in their home, we would have assessed this. Regency will not take any action regarding this claim.8) Customer claimed: NOT INCLUDED IN ORIGINAL COMPLAINT. The inspector found that there was not adequate roof ventilation over the master bedroom areas. Suggested that ridge vents be added to vent the roof areas. Response: Again, these homeowners' warranty has expired and they continue to add new items to their complaint. New items will not be addressed because Regency's warranty expires after one year. Issues that are not reported during the first year become the homeowners' responsibility. Note: We are required to meet all local codes and regulations when building our homes. Each home must pass * series of inspections during the building process, including a final inspection, before we are given a Certificate of Occupancy and can close on the home. We would not have passed [redacted] inspections if the home was not properly ventilated.Regency will not take any action regarding this claim.Also, attached is the warranty paperwork that was signed by the homeowners at the time of closing. You will find in these pages that the homeowner was made aware of when and how to submit warranty issues.We do not intend to continue correspondence, as we have provided final answers on all issues and no new warranty issues will be addressed.

Blatant disregard to willingness to uphold warranty and closing documentsPurchase date 7/2014. Took advantage of a woman with no regard to the outcome. Refused to complete a warranty and agreements that are contained in closing documents. Deliberately miss lead consumer in regards to the actual lot size. Used inferior sod material. Failure to answer phone calls or return phone callsDesired SettlementWritten course of corrective action

We have requested Regency Homebuilders and [redacted] to repair issues confirmed by a city engineer for over a year, and are ignored. We have been in our Regency home for 1 year and 5 months. During that time we have emailed, called and met with Regency representatives more than a dozen times regarding the drainage problem in our yard and our now dead trees. The drainage problem was a result of failed leveling in the front of the house, which led to a flooded walk way to our front door after it rains. The drainage was a problem when the home was being built and we refused to sign the loan for the closing of the house until Regency agreed to cover the drainage issue in the warranty. They agreed, however, we do not feel they are owning up to their end of the bargain. And due to failed attempts, we are now complaining on a higher level to assure we are heard and taken care of.Our two trees that were planted out front also both began to die within the first 4 months. Their root system never took hold to the ground. Within a few months, we noticed the trees completely dead. The builder with Regency claimed that we did not water the trees. However, we had had a horticulturist review the planted trees in October, who informed us they were planted incorrectly resulting in the trees death. The horticulturist stated that the trees were planted too deep, the roots were not scored and the root ball was buried. After months of waiting, we ended up pulling the dead trees up, we discovered 1-2 feet of water trapped under the root system because of clay. We had a civil engineer take a look at the trees after they were pulled up and stated that because of the clay, a deeper hole should have been dug and drainage rock/soil placed in the hole before planting. Regency finally sent a crew to install a drain system they called a "French Drain" but we had 2 separate Civil Engineers review the work performed (one engineer was with the city's code department) and both indicated that the drainage would not work properly and could cause additional problems. The drain system Regency installed was called a surface drain by the city's civil engineer. Drainage rock should have been laid in the trench, the pipe should have been sleeved and the drainpipe should have been much longer to give the system a better fall. (It surfaces on an uphill grade of the yard, causing the drain to collect water rather than drain water)When they claimed to have fixed our drainage issue with the "drain" we bought a new tree and planted it. The first rain the tree FLOATED to the top of the ground and fell over due to the drain backing up as result of the drainage not being resolved.After contacting Regency on several attempts to share the information provided by the civil engineers and horticulturist regarding both issues (trees and drainage problem with the yard), they said they will not do anything more about the drainage. They also suggested that we speak directly to the landscaper ([redacted]). Her response to my wife, among numerous other disrespectful comments: "If you had spent as much time watering your plants has you have spent complaining about my work, your trees would not be dead." Her response was very rude, unprofessional and disrespectful to us: the customer. And when Regency was contacted nothing was done. Although they assured us they would call us back, no such call ever came. Also, it should be noted that the landscaper is a family member to the builder hired by Regency, which would appear to be a conflict of interest.We have called, emailed, texted the builder, owner and landscaper. No action has been taken to date. Desired SettlementWe request that a dollar amount to take care of both drainage and replacing our two trees be awarded to us to hire another landscaper to do the work. The "conflict of interest" and the disrespect of the vender and builder has left us with very little faith in the job being done correctly and quickly by Regency. We also would like to have a refund for the $99 we paid to replace the tree originally which also died due to the drainage not being fixed. And lastly, we would like an apology for the lack of communication, and the disrespect that we were shown. Business Response The request for the drainage issue and dead trees was turned in to the warranty department at Regency when the end of year warranty request was submitted. This was in January of 2013. Ryan, the builder superintendent, monitored the drainage situation. At 11am on 1/30/13, after we received a heavy, flooding rain on 1/29, [redacted] took pictures showing no standing water. Per the drainage specifications, there should be no pooling water after 24 hours after a normal rain and 48-72 hours after a heavy rain. Per those specifications, the drainage did not appear to be a problem. Landscaping is not covered under warranty and this was explained (regarding the dead trees). The office was not made aware of the dead trees until the original email with the warranty items listed was sent in January. If trees are planted in the winter, we do not know for sure if they are alive or not as they are dormant. Once the spring comes around, it is clear as to whether or not they are alive. Since nearly a year went by before the trees were reported to have been dead, Regency could not tell if they were properly cared for. Upon communicating with [redacted], she provided a document sent to the closing attorney from Regency stating the drainage issue would be covered under warranty. This was in regards to the drainage and not the trees. Regency recommended to **. [redacted] that she contact [redacted] directly regarding the trees as they would are the experts and would be able to accurately make the final call on the trees. On 2/23/13 **. [redacted] sent an email to [redacted] (warranty), [redacted] (superintendent) and [redacted] (owner) regarding the drainage issue in the yard. Per her email, the photos were taken 3 hours after it rained. Although this is still during the normal drainage specifications, Sean stated there should not be standing water on the walkway. He also confirmed the water in the flowerbeds were not a warrantable issue. At that time, Regency contacted [redacted] instructing them to install a surface drain to prevent the water from standing on the walkway. Again, the water in the yard was not a concern as the water was draining within the allowed specifications.In April of 2013,[redacted] contacted Regency providing an update as to the status of this issue. She informed Regency that she was not getting a response from [redacted] and the surface drain had not been taken care of yet by [redacted]. She also stated she went ahead and purchased new trees and pulled up the old ones. When the original trees were pulled up, she was told there was no root system and the soil was completely flooded. **. [redacted] requested [redacted] reimburse her for the new trees to simply resolve this issue and move on. Unfortunately, this is a decision that is to be made by [redacted] and not Regency as they are the responsibly party for the trees. [redacted], informed [redacted] of this and, again, instructed them to get in touch with [redacted]. Homeowners cannot do work and then expect Regency to pay the bill. Again, [redacted] is responsible for the tree. Although Regency attempted to assist in getting [redacted] to resolve this issue, it is [redacted] that makes the final call.On 4/26/13, Regency received a notice from [redacted] stating the surface drain was installed.On 5/4/13 [redacted] sent an email to Regency stating there were still some concerns with the drainage issue. There was no longer standing water on the walkway; however, there were concerns about the way the water was diverted and the standing water at the pipe. This was forwarded on to Ryan so he could assess the situation and give it up to 48 hours to determine if water is still pooling. On 5/6, [redacted] sent a picture in showing the drain that was holding water. Her concern was this will be a breeding ground for mosquitos and odors. All the issues brought up on 5/4/14 and 5/6/13 were sent to [redacted] and he addressed them with [redacted] went out to the property to assess the situation and reported there was no standing water which, again, is within the normal specifications. Per [redacted], the pipe is a perforated pipe in which water will seep out in the area to drain any water below. This was all reported to [redacted] on 5/10/13 and another notice was sent to [redacted] at [redacted] as a reminder to contact **. [redacted]. This was the last correspondence Regency has had regarding the drainage and tree issues.Regency cannot be held accountable for the way in which [redacted] spoke to the homeowner. [redacted] is its own company that Regency hires to do some work.Regency uses [redacted] throughout the entire company; therefore, it is not strictly [redacted] using his relative. Regency Homebuilders would be more than happy to review the Civil Engineer as well as the horticulturists' report. Regency was informed of [redacted] having them come to assess the situation, but never saw an actual report. Again, as stated in Regency's warranty, trees are not covered under warranty. The drainage that was covered has been taken care of and confirmed by [redacted]. Final Consumer Response I have tried to failed numerous times to get a written notation of the issues and repairs for our yard. Collierville Code is not allowed to make written documentation in a case like this. And I have not felt comfortable using landscapers to give documentation without letting them know what the documentation is being used for, so they are unwilling to provide information as well. At this point, all I have is word of mouth from one individual after another. I can provide documentation from a civil engineer, but there is family ties, so I am not sure if that would be taken. (Although, it seems to be an issue on the other end of this)However, in the response Regency provided, I was absolutely appalled. Below are a few of my thoughts:1. "The request for the drainage issue and dead trees was turned in to the warranty department at Regency when the end of year warranty request was submitted. This was in January of 2013." I have submitted NUMEROUS requests to [redacted], beginning as early as April or May of 2012! I will pull phone records if that is what I need to prove. I have contacted [redacted] nearly every month we lived in the house for these two issues. I recall in June specifically when our trees both fell over on a windy day, due to the "strong root system." And I recall in October of 2012 asking that they be replaced soon since we were in PRIME planting season. I also recall sending him a picture of every flowerbed in our yard including our grass and then a picture of our dead trees and asked for an update on when the matter would be addressed. I have communicated on many occasions and he has constantly stated he was "looking into it." I did not realize the messages were not being passed along to Regency. 2. "At 11am on 1/30/13, after we received a heavy, flooding rain on 1/29, [redacted] took pictures showing no standing water." Although there were HEAVY Rains in many parts of Memphis, I notified Regency that it did not rain much at all in Collierville in our neighborhood, and the streets, yards and flowerbeds were all dry. This was confirmed by others in the neighborhood, including one of their staff. 3. "The office was not made aware of the dead trees until the original email with the warranty items listed was sent in January. If trees are planted in the winter, we do not know for sure if they are alive or not as they are dormant. Once the spring comes around, it is clear as to whether or not they are alive. Since nearly a year went by before the trees were reported to have been dead, Regency could not tell if they were properly cared for." Again, see above, the trees were planted incorrectly as confirmed by a horticulturalist. And further backed up by the 8-10 yards currently in the neighborhood with dead or dying landscape. One home which closed within the last week or two and they have a number of plants in the yard who have died. 4. "Upon communicating with [redacted], she provided a document sent to the closing attorney from Regency stating the drainage issue would be covered under warranty. This was in regards to the drainage and not the trees. " This is correct. I did re-read this document and see that. However, the amount of water under the trees when we pulled them up would lead me to believe it could be related to a drainage issue.5. "On 2/23/13 Ms. [redacted] sent an email to [redacted] (warranty), [redacted] (superintendent) and [redacted] (owner) regarding the drainage issue in the yard. Per her email, the photos were taken 3 hours after it rained." The pictures were 3 hours after the rain, but the email was regarding the fact that I sunk in my yard over 48hrs later. So much water that I had water IN my tennis shoes. The entire yard was dry other than the front dip where the water pools. 6. "At that time, Regency contacted [redacted] instructing them to install a surface drain to prevent the water from standing on the walkway. Again, the water in the yard was not a concern as the water was draining within the allowed specifications." If this was the case, then why was [redacted] instructed to ONLY place the drain on the left of the sidewalk. Which (thankfully) they refused to do. They stated, a drain on the left would not solve the issue of water on the walkway. SO they insisted on placing it on the right. But the drain surfaces on a hill so although it drains the yard, there is not enough force to empty the drain out (up hill). 7. "Unfortunately, this is a decision that is to be made by [redacted] and not Regency as they are the responsibly party for the trees. [redacted], informed [redacted] of this and, again, instructed them to get in touch with [redacted]. Homeowners cannot do work and then expect Regency to pay the bill. Again, [redacted] is responsible for the tree. Although Regency attempted to assist in getting [redacted] to resolve this issue, it is [redacted] that makes the final call." The main issue I have with this is that REGENCY built my home. REGENCY is who I paid to have a home WITH living landscaping. [redacted]d is their vender, not someone I hired or paid direct. So, Regency is who should back the work of their subcontractors. I would gladly deal with [redacted], IF they were the landscaper I HIRED for the work, but since Regency hired them and did not give me an option, I feel that they are the responsible party. Just as it is with any company that subcontracts! 8. "On 5/4/13 [redacted] sent an email to Regency stating there were still some concerns with the drainage issue. There was no longer standing water on the walkway; however, there were concerns about the way the water was diverted and the standing water at the pipe. This was forwarded on to [redacted] so he could assess the situation and give it up to 48 hours to determine if water is still pooling. On 5/6, [redacted] sent a picture in showing the drain that was holding water. Her concern was this will be a breeding ground for mosquitos and odors. All the issues brought up on 5/4/14 and 5/6/13 were sent to [redacted] and he addressed them with [redacted] went out to the property to assess the situation and reported there was no standing water which, again, is within the normal specifications. Per [redacted], the pipe is a perforated pipe in which water will seep out in the area to drain any water below." The issue was not pooling in the yard, there is not any. The issue is the drain holding water. If they would have checked the drain, they would have seen it. The drain simply needs to be extended. 9. "This was the last correspondence Regency has had regarding the drainage and tree issues." This is not true. I contacted Regency to let them know how I was spoken to by [redacted] from [redacted]. Again, this is their selected vender. NOT mine. I asked them to please address and let me know what would be done to solve the matter. That was the last I heard from them. At that point, I decided I was fighting a losing battle, so I decided to contact the Revdex.com. 10. "Regency cannot be held accountable for the way in which [redacted] spoke to the homeowner. [redacted] is its own company that Regency hires to do some work." In my opinion, because Regency hires them, I should not be put in the place to be spoken to so disrespectfully. If a restaurant hired a company to provide chairs for the restaurant, and the guest's chair broke. That restaurant would not require the customer to contact the manufacturer to repair the chair?? Similar situation. 11. "Regency uses [redacted] throughout the entire company; therefore, it is not strictly Ryan using his relative." To my knowledge this is not true. [redacted] is being asked out of many neighborhoods, including our due to the lack of quality in their work. I rest on the fact that Collierville requires 2 trees for closing. I was not given trees that would thrive, and do not feel I am asking for anything more than I am due. If Regency is willing to hire [redacted] for their work, they must be willing to back it up. And I have been communicating this since 2-3 months after closing. And ignored for over a year now! And obvious from their response: it took from January to May to get [redacted] to respond even with disgrace! Final Business Response 1.Regency's office was made aware of the issue with the landscaping when [redacted] forwarded the list that [redacted] typed out and sent to him. We have a warranty site that homeowners are told to go onto to enter warranty related issues so we can keep record of it. Yes, [redacted] said he was made aware of the tree issue and was working on addressing it and had sent the two different landscape companies out to this house to address the issues. They were never noted in a warranty ticket for the office to have record of it or stay on top of what the status was of this related issue. In most cases, when a warranty ticket is opened, the builder has to go review it anyway; however, the office has contact with the homeowner to stay up to date as to the current status. The office relies heavily on updates from homeowner as they do not always receive updates from vendors in the field. 2.With regards to the rain on 1/29, [redacted] lives in Collierville fairly close to this subdivision and received heavy rain that evening which is why she had Ryan go the next day as it would be a good day to judge it. It could be disputed as to whether or not this specific subdivision received heavy rain or not although the rest of the city experienced flooding. However, whether it flooded or was a normal rain, there was no pooling water. If there is a drainage problem, the specifications state there should be no pooling water after 24 hours of a normal rain or 48 hours after a heavy rain. In this case, whether it was normal or heavy, there was no pooling water.3.If a homeowner feels their trees are not alive, our protocol is to send the landscape company that planted the trees to use their expertise to make the judgment as they are the ones experienced in this matter. If they determine they are not alive and need to be replaced, they will do so; however, if they determine they are in shock and feel they will bloom, we give the tree more time to make that final call. We are more than willing to review any documentation from the horticulturist, but have yet to receive anything. With regards to the neighbor's tree, every situation is different and if the neighbor has an issue, that is between the neighbor and Regency and will be handled as needed. Simply because a tree appears to be dead by driving by it does not necessarily mean it wasn't in shock (due to the time it was planted) and may blossom. Individual homeowners address their own issues with Regency.4-7. Again we sent [redacted] to determine if drainage issues are present and also sent [redacted] to assess the trees. They determine what work needs to be done. Regency instructed [redacted] that there should be no standing water on the walkways. They took care of this, but apparently assessed that other work needed to be done regarding the drainage. Again, they are the experts, which is why we rely on them to do the work and allow them to determine what is or is not needed. That is correct that Regency hired [redacted] and [redacted] did not; however, we have to send the appropriate vendors out to assess their work. It is similar to having a plumbing issue. Regency would have to send a plumber to assess the issue as they are the experts and we have to rely on what their assessment is to be correct. 8. Regency did receive a picture of the drain and, again, [redacted] informed us it is a perforated pipe in which water will seep out and stand in the opening of that pipe.9. Regency did find out that a phone call was received by another individual in the office. That employee stated that a homeowner called and did not give specifics as to who exactly she was, but rather wanted us to know how [redacted] spoke to them. The employee told her she would address it with the builder so it could be addressed with [redacted]. The information was passed along and was addressed with [redacted]. The warranty department was not aware of this as the call was not placed with them, which is why the last correspondence they had with Lisa was on 5/10/13. 10. That seems as if it is a similar situation; however, this is regarding a tree and landscape experts are to provide us with the accurate assessment as they do this daily and have much more experience. As previously stated, Regency would be more than willing to review documentations from the horticulturalist Lisa had come to her house.11. It is absolutely incorrect that [redacted] is being asked out of many neighborhoods, including [redacted]. We have not and do not plan on taking them out of that neighborhood any time soon. In fact we are currently using them on all of our model homes which are the homes in which Regency showcases.

My wife and I trusted Regency Home Builders to build our dream house. We have 2 complaints. We ordered light gutters, white brick, special mortar, and chestnut shutters. One month before closing, brown gutters and brown shutters were installed and we had a backyard that wasn't leveled. The saleslady, [redacted], promised us that the yard would be leveled to install our pool and the colors would be corrected to the colors we paid for. This didn't happen. When we complained to the builder about the dark colors and uneven backyard, he turned a deaf ear to us. In other words, take what we give you. We told him in an email that this was unacceptable. He cancelled our contract and kept our $10,000 that paid for the light colors, a leveled backyard, and upgrades to the interior. They told us that we would have to pay for the dirt to level the yard and build the retaining wall. That would be an additional $10,000. When we wrote [redacted], the design center consultant, a letter stating that we held her responsible for the dark colors, Regency wrote me a letter telling me how stupid and ignorant that I was and that I had an evil heart. People that do business and treat their customers this way should be ran out of town. If they had any empathy for my wife and me, they would have tried to please us. Instead they kept our $10,000. They still have the house they will be able to sell. We are the big losers. If you request documentation for the letter they wrote, I have it. I also have the letter from [redacted] stating that the builder had cancelled my contract and that I would not receive any of the money that I had given them in good faith. I could see them keeping the earnest money which was $1000, but $9300 that I gave to [redacted] at the design center? They are the ones that messed up. My wife and I feel that the $9300 should be returned to us. I am just curious to see what they will tell you when you send these complaints to them. I know that they will lie to you the way they lied to me.Product_Or_Service: New HomeOrder_Number: UnknownAccount_Number: UnknownDesired SettlementI would like to have my $9300 returned to me that I paid to [redacted] for light colors on my house and to have a leveled backyard. It was [redacted]'s fault that my contract was cancelled because the colors were unacceptable. I didn't want, nor did I pay for, dark colors. Keep the earnest money which was $1000. Return my $9300 for colors that I didn't receive. The only way I would have accepted that house was if they would have changed the dark gutters for the light ones I purchased.Business Response Regency Homebuilders did nothing wrong during the entire building process for [redacted] and [redacted]. On 9/25/13 Regency Homebuilders ratified the contract for the [redacted]'s. Per the contract the [redacted]'s signed, there are multiple areas [redacted] (the contract is solely in her name) signed that discuss what money is non-refundable and breach of contract. The contract clearly states "All deposits for upgrades and options are non-refundable deposits to the Seller...no exceptions." Also, per section 14 of the contract (highlighted in the first attachment), if the purchaser does not cooperate and close after the final inspections are met, and the house is clear to close, they are then in breach of contract. Section 18 of the contract also states "in the event Purchaser fails to close the sale for any reason, Seller shall retain all funds paid for said options, changes and/or additions without reimbursement to Purchaser." Lastly, with regards to the contract, section 27 (see 1st attachment) explains breach by purchaser. It states what the Seller (Regency Homebuilders) is to do upon the Purchaser being in breach of contract. Per the contract, Regency is to deposit money and other non-refundable money is to be forfeited by the Purchaser. Also, the Purchaser is to pay all costs or losses which Seller may sustain, including lost profit. Lastly, the Purchaser is obligated to pay all sales commissions that are due. Regency is being very considerate of the [redacted]'s and is not requiring them to pay for the lost profits. Regency has been paying interest on this house since the close of the construction loan to begin construction on the house. Now to make this house marketable, Regency must pay to repaint three rooms and change the color of the trim in which they selected to be black.Per the selection sheet (attachment #2), [redacted] signed multiple areas stating she agreed with the selections. The first section she initialed was approving the exterior elements. In that section, she signed that [redacted] Brown gutters were selected. Her signature approved that selection she made with [redacted] in our design center. The other color they are referring to is the Egg Shell, which you will also see in the attachment states it is a White Oak Standard. They did not choose to build in White Oak, nor did they select that color. The stain color they selected for their shutters was Chestnut. [redacted] is Regency's[redacted] representative and he went to the design center to verify the sample. He also took the design center's sample to the house in which the [redacted]'s were purchasing and confirmed the stain was as close as you could get it to being exact. On page 4 of their selection sheet, she signed agreeing with a few extra terms: "Reviewal of Selections" and "I understand that the actual colors and selections on home may vary from the Regency Design Center Colors and selections." Attachment #3 is [redacted]'s deposit money sheet from the design center that also states the money is non-refundable and she signed that sheet as well. There are two sheets showing the full total in which she paid at the design center. During the process Mr. [redacted] made a few comments to [redacted] in our design center that were unrelated to their design center appointment and left her feeling uncomfortable at times. Mr. [redacted] made references to [redacted]'s zodiac sign and how her personality should be based off of her actual zodiac. He also informed her a few times "We will take care of you." This left [redacted] to believe they were happy with the work she and Regency were doing. One meeting [redacted] and [redacted] had with the design center,[redacted] was there to answer some questions. Upon[redacted] walking away, [redacted] stated to [redacted] that "He ([redacted]) has something for you." When [redacted] questioned him about what he meant, he explained he can read men and knows[redacted] has "something" for [redacted]. This was an inappropriate and inaccurate comment to make at that time as it did not relate to their design center appointment whatsoever. During the construction process when [redacted], Regency's superintendent assigned to this house, was working with the [redacted]'s, [redacted] tried to bribe [redacted] to do a little extra work. He tried to slip [redacted] a $20 bill for some extra work; however, [redacted] would not accept it. He also asked [redacted] to meet him at the house one afternoon to discuss some things regarding the house. When [redacted] got there he learned he was being brought in the middle of a meeting with [redacted] and their pool company. The pool had nothing to do with the construction of the home and [redacted] was not to be involved.[redacted] explained the grade of the lot to the [redacted]'s. He informed them there would be a slope down to the property line, but that he would taper it off so there would not be a straight drop off. He explained the yard would not be flat. [redacted] and [redacted] never requested a meeting with one of the owners at Regency. They decided to not proceed with the purchase of their home on their own without bringing their concerns to either of the owners. The owners at Regency are readily available and open for meeting with any customer that may have a concern. On 3/15/14 [redacted] sent an email stating they are officially deciding they will not purchase the home. (See Attachment #4). Then on 3/12/14, [redacted] sent an extremely inappropriate email to [redacted] in the design center (See attachment #5). In his email he states he is not threatening her, but Regency does not take emails or conversations such as this lightly. In the email, he questions her integrity and brings up the "Golden Rule". That has nothing to do with this situation as [redacted] did her job correctly and [redacted] signed off approving every selection that was made. Luckily, [redacted] mistyped [redacted]'s email address and it did not make it to her. Upon management's review of the concerns the [redacted]'s had, it has been determined that [redacted], nor Regency as a whole did anything wrong. Everything was done based off of the selections that were made by [redacted]. The email sent to [redacted] on 3/12/14 was Regency's response upon management's review. That email is attachment #6. It also clarifies he is to have absolutely no communication with [redacted] from that point forward. Regency sent a notice to the [redacted]'s stating the closing was set for 3/17/14. Upon them not showing up to closing, a Breach of Contract Notification effective 3/21/14 was sent to the [redacted]'s.