Rich-Way, Inc.

I am rejecting this response because:  The repairs have not been made.  The floor on my master bathroom is still squeaking all the way to the shower.  Furthermore, the floor is still squeaking by my front door and throughout the house.  Even though, they did come this morning, they did not fully comply with repairs.  I do not accept that answer. Rockford Homes has failed me miserably.  They are really fast at closing but when it comes to deliver on their promises (repairs, etc) they do absolutely nothing!Moreover, I have been complaining for a year about the squeaking floors all throughout the house but Rockford Homes kept 'brushing me off.'  They could have fix all these issues long time ago.  I am still waiting for Rockford to do all repairs as it is stated on closing documents.
Regards,
[redacted]

The concrete supplier stopped by yesterday and told me he could not say what has caused the issues without a slump test. He said salt damage would cause more issues on the front of the driveway by the road which is not the case. We were also told the supplier came out over a week ago by Rockford only to find out that was a lie. I had an inspector come and review the damages and he said this is a seperate issue from the BIA agreement which covers spalling from wear and tear. This is a clear sign of a poor mixture. I understand Rockford didn’t lay the driveway themselves but they DID contract the work out and I DID pay Rockford for the driveway. Not the contractor. When I reached out to the VP of Rockford last week to ask why he told the contractor not to come out  his reply was “take me off your email chain”. There are more than 5 people  I am working with that have the same complaints. The fact that Rockford is unwilling to take any responsibility for their product is inexcusable.

Ms. [redacted],  We have reviewed the engineering report submitted and also attached to this response.  There does not appear to be a structural defect noted in the report.  The house was built per code and signed off by all governing municipalities.   We apologize for the...

inconvenience but Rockford Homes does not feel a structural defect has occurred at this time.  Should you have any additional documentation stating the homes structure appears to be defective, please forward for our review. Sincerely, Rockford Home

I am rejecting this response because: 1. At the time I contacted Rockford homes on June 13th, I talked to service coordinator's assistant who was working in her place an should have attended to my complaints.2. They sent their superintendent to my home on June 24th without informing me. I have go to work. Just as they have a time for business, I also have to attend to mine. You can't just show up at my doors without an appointment. This is not an excuse.3. I contacted the Vice President of Operations because I was informed that he is the direct supervisor of the service coordinator. I informed him that the service coordinator had been rude to me and was not returning my emails. The response said he did not respond to e because the case was already open with the service department. It is professional practice to always respond to a customer's concerns especially when it has to do with employee misbehavior. I had informed him in the email that I do not want to work with the service coordinator any longer but he did not respond.4. The last plumbing work done on my home required the pulling of mu home sidings just to explore where the plumbing leak was coming from and it is going to take a few weeks to see it the leak stops according to the plumber. Given all the complaints that have required the plumbers, basement contractors and their technicians have come to fix in my home, this proves that the work on my home is subpar to say the least. I don tot know what is going to get discovered next. I want another year extension on my home warranty.
Regards,
Olufemi [redacted]

Rockford Homes has inspected the settlement spots in Mr. [redacted]’s asphalt driveway and we have authorized a repair. We have been in constant contact with Mr. [redacted] over the last year with our most recent contact on August 2nd, 2017. Due to the extensive amount of rainfall in July, our asphalt supplier is running a tremendous backlog. We will contact Mr. [redacted] in the near future to schedule the repair.

If we are referring to the VPs reply to my email (attached) as communicating with me then yes I have received responses. However, no one has taken any steps to help. I would like Rockford to complete Petrographic test on my driveway. You have also stated that the other driveways you have inspected showed no signs of damage. I know that is not true because at least 5 people in Jerome Village that built with Rockford are in the same situation as me and have taken steps to get it resolved with no results as well. i will never recommend anyone to use Rockford and I will make sure friends/family building in this area take their money elsewhere with respectable company.

Rockford will not agree to extend the warranty for an additional year.  Contractually, Mr. [redacted] has a 1 year builder warranty in which he is still in until August 21st, 2016 along with a 20 year structural warranty.  Warranty items need to be discussed with our warranty department in the warrant-able time frame.  Should any additional warranty items come to Mr. [redacted] attention within the warranty period, please call our service department to discuss.

Rockford has made contact with Mrs. [redacted] about the medicine cabinet in the master bath detailing the reality that we cannot install the medicine cabinet on the other side of the vanity.  Rockford's sales representative preformed a pre-permit review with Mrs. [redacted] prior to submitting...

her plans to the municipality in which the vanity cabinet was located on the sink side of the vanity as Mrs. [redacted] states.  However, after going through the municipality for permit, we realized the medicine cabinet could not be placed there due to the electrical wiring running through that wall.  Installing a medicine cabinet requires blocking within the framing behind the drywall.  Due to this need of blocking and the electrical wiring running through that wall, we could no longer place the medicine cabinet on the sink side of the vanity.  We made this change as shown on the plans at the Pre-construction meeting between the Buyer and Construction personnel.  The Pre-Construction meeting addendum was signed off September 22nd, 2015 by Mrs. [redacted].  We also reserve the right to make minor modifications to the construction of the house per our contract with Mrs. [redacted].  We have agreed to add an outlet under the current vanity cabinet opposite the sink although this would follow the same guidelines as above.  We have also agreed to install a light switch opposite the door as requested in the master bath walk-in closet.   Both items have been completed to date. In regards to the squeaks, we do not warrant against squeaks nor do we guarantee a house will not have them.  We use dimensional lumber in which expands and contracts with the weather.  Houses will squeak from time to time.  However, we do use reasonable efforts to fix squeaks in which a homeowner may be having.  Typically, this would be something placed on the 90 or 1 year warranty request.  The exterior vent trim issue noted by Mrs. [redacted] is on the exterior of the vent.  Where the vent daylights out of the house needs some J-channel around the vent.  This is on order and will be installed by Rockford as soon as the material is on hand.  This is a minor punch out item in which should not hold up the closing per the contract.  In regards to customer service and warranty, there is no change to Mrs. [redacted]'s warranty.  The warranty will continue per the contract with a 90 day and 1 year service request.  This should be coordinated through our service department when the time comes.  In regards to timely communication, Lindsay H. in our office as well as the Rockford sales representative Shawn B[redacted] have been in contact with Mrs. [redacted] consistently.  There will not be communication with Rockford's management; Mike K[redacted] or Bob Y[redacted].  The requested change of construction management will not be processed at this time due to fact that the house is complete.  The closing date is set for today, March 7th, 2016.  Once closed, Mrs. [redacted] should go through our service department on her 90 and 1 year warranties appointments.

Mr. and Mrs. [redacted], I have looked over the paperwork and agree that the typical language in the contingency addendum was changed to refer to "closing" of the existing residence.  Although the bankruptcy was not disclosed to Rockford and Rockford waited two weeks past the original closing date...

to discover the deal was not going to close, I will refund the deposit.  The deposit will be sent to [redacted] North, Grove City unless directed otherwise.

Rockford knows the effect of structural defects.  What Rockford wants is to have me destroy my walls without solution.  I'm not a big corporation with thousand of dollars at my disposal.  The engineer is credible and in the business for 36 years.  Until Rockford take the time to come to my home and witness the problem; it goes without resolve.  This include whoever signed off from the city of Groveport.  I want to know if any of Rockford employee lives in a home built where the walls rattle and floors move when traffic goes by or when neighbors slam their car doors.

I am rejecting this response because:  I'm attaching some of the pictures to show in which condition Rockford Homes' employees left my house.  In these pictures, one can clearly see how Rockford's employees broke the wood separating my floors from the carpet, bought the wrong size wood replacement and just walked away with no words as to when they were coming back.  If they would have some decency they would repair the damage.  They also have to repair the floors in my master bathroom.  Please see pictures attached.Rockford Homes has clearly shown no remorse for their breach of contract.  How irresponsible!  Is that the way they treat their customers who purchase homes from them?  What kind of builder is Rockford Homes?  An irresponsible one!
Regards,
[redacted]

Mr. and Mrs. [redacted],The Hardiplank currently installed was done by special change request specifically requested by you.  The color of the Hardiplank was also a special request.  You signed both of these selections as previously mentioned.  This house was built to the specifications you chose.  Unfortunately, you cannot change and obtain a refund because you do not like the way it looks.  This is a major undertaking being the facade of the house.  The material was ordered at excavation of the house.  Our policy is not to allow changes after the Design Center appointment or start of the house.  When the material was installed is irrelevant.  Unfortunately, the offer previously presented is the only offer Rockford is willing to extend.  I am only offering to change the facade of the home if Rockford does not incur any costs for doing so.

Mrs. [redacted],The damage appears to be pitting, scaling and spalling of the concrete. Pitting, scaling and/or spalling is not a warrantable item. This is most frequently seen following the winter months after salt or other chemical agents have been laid on the concrete. Another common cause can be...

seen where a vehicle has been resting in which salt or other de-icing chemicals have dripped onto the concrete. I have attached page 18 of the BIA Homeowners Manual in which discusses the warranty on concrete. I have also attached page 6 of your purchase agreement with Rockford Homes in which discusses the lack of warranty against scaling seen in item H of the second paragraph from the top of the page.Our warranty department has no knowledge of stating there was a bad batch of concrete laid. We would not be able to make that claim as we are not the supplier.The concrete supplier and installer has inspected the concrete driveway in which they have also concluded the issue to be typical spalling.The item in question is seen to not be warrantable under the Building Industry Associations standards in which Rockford Homes follows.Sincerely,Rockford Homes Attachments:BIA Warranty and Concrete.pdfIMG_0687.jpgIMG_0688.jpgIMG_0690.jpgIMG_0689.jpg

I reviewed the response made by the business in reference to complaint ID 11769465, and although I do not necessarily agree with some of their comments, if Rockford (and/or it's subcontractors) will replace the fireplace cap and/or any other related materials/ parts/components that might be found to be rusted/damaged as a result of water and/or water penetration to either the exterior or interior (as a result of the rusting issue), I will accept their offer.   I will add, to my knowledge, I am not aware of any interior or exterior damage, but I do not have the ability to inspect for such damage. If there is interior or exterior damage to any part of my home, as a "direct" result of the rusting fireplace cap or related chimney components (or due to improper materials and/or installation techniques), I would of course expect that damage to be repaired or replaced as well. Again, I personally am not aware that there has been damage due to water penatration (nor have I seen any obvious signs of same), but I am not a professional contractor and unable to make that determination for sure. A representative of Rockford is welcome to come conduct an on-site visit/inspection of any part of my home if they would like to confirm the extent of damages from water penatration, if any, before accepting my proposal/terms. If they are willing to accept the proposal as I have laid out here in this email, please have them call me to set up a time to replace the cap and any other repairs they may find necessary as a direct result of this issue . I do want to mention that in an effort to control labor costs for Rockford, if they will loan me a ladder of sufficient height (and allow me to borrow a personal fall arrest harness), I will try to personally clean the bleeding/staining that has occured to my siding. I also understand that this issue could happen again if the fireplace cap is not painted with a rust inhibitor, a maintenance item I was never informed was necessary until now. I would prefer a stainless steel cap be installed, but in an effort to be reasonable, I will reluctantly accept the installation of a cap of the same or better quality as the one originally installed on my home. In saying this, I still do not feel a galvanized metal cap should have been used in 2008 nor should it continue to be used in connection with any new construction. If it is still being used, homeowners should be made aware (before closing) that these caps require special maintenance in order to prevent occurences such as mine in the future. No homeowner could reasonably be expected to know (without being adequately informed) that the fireplace cap (due to chemical reactions, type of material, etc.) on their home is going to require them to periodically climb up on their roof and paint it with a rust inhibitor periodically. My question is "why not at least paint it with a rust inhibitor before installing it, if the builder does not want to lay out the expense of installing a stainless steel cap. I will look forward to a call from Rockford or it's subcontractor in the near future. I would appreciate this issue be corrected as soon as it can be scheduled. Lastly, I am appreciative that Rockford stepped up and took care us. This is "the Rockford Homes" I recall when I purchased one of their homes. I am looking foward to saying positive things about them in the future due to their agreement to take care of the issue at no cost.

Standard vinyl siding and stone are standard on the Bradford model in which Mr. and Mrs. [redacted] are building in [redacted].  At their Design Center meeting, Mr. and Mrs. [redacted] requested to remove the stone from the house as it was communicated they did not like the look of...

stone.  However, natural material is required on the façade of the home in [redacted] due to zoning standards.  Hardiplank is the other alternative to Stone with regards to natural exterior material.  Mr. and Mrs. [redacted] requested a custom option from Rockford Homes to add hardiplank siding on the front of the main façade of the home along with the façade of the third car garage.  I have attached the first page of their Design Center addendum where option 90015 reads “Add hardiplank siding on the front elevation and front of three car front load in lieu of standard dutchlap siding.  Vinyl siding remains on sides and rear.  Standard stone locations have been removed from the addendum.”  The request to place hardiplank siding on the façade of the home was done by special request of Mr. and Mrs. [redacted] in which they signed off on October 11th, 2016.  The description of the option clearly states vinyl siding was to be left on the sides and rear.  At the request of Mr. and Mrs. [redacted], Rockford also worked out a special color for the Hardiplank siding requested to match the vinyl siding on the sides and rear. Prior to the permit being submitted by Rockford to the municipality, Mr. and Mrs. [redacted] reviewed their blueprints November of 2016 with their sales representative Deron B[redacted] in which showed the hardiplank siding on the façade of the home as requested along with the vinyl siding on the sides and rear.  Again, the blueprints were reviewed December 6th, 2016 with the site Superintendent in which showed the hardiplank on the façade of the home.  This home was built to Mr. and Mrs. [redacted] exact requested specifications.  Rockford may allow or disallow changes after the Design Center addendum with a $250 change order fee on top of the option request cost.  In this case, the change being requested to remove the hardiplank siding is well into construction.  The house is currently being insulated and drywalled. While this is against our policy, I will agree to remove the hardiplank siding and place stone and vinyl on the façade of the house assuming Mr. and Mrs. [redacted] agree to cover all costs associated with the change.  The costs would include removal of the exterior trim and hardiplank, addition of the vinyl siding and stone, change order fee, and interest carry assuming this delays the completion of the home.  There would be no credit for the already installed hardiplank siding.  This would be a major change to the home at this stage in construction.If this is something they would like to explore I will get an estimate for doing so.

Mr. [redacted], I believe you have been in contact with our Site Superintendent Jim F[redacted] as recently as this morning.  We look to be in agreement on adding a versa lock wall to the southern/adjoining portion of your property line.  We have a bid from [redacted]’s landscape to add this versa lock retaining wall and repair the damaged conductor line.  Per this morning’s conversation between you and Jim, we have released [redacted]’s Landscape to schedule and complete the work.

I do not understand why I need to hire and pay the contractors directly. But I want a workable solution as quickly as possible. Hence I agree to the resolution with the below understanding1. This does not change any terms on the Warranty that is provided by Rockford2. Rockford Contractors will take all precautions to not adversely impact anything else in the basement and maintain sanity3. I agree to hire and pay the Rockford provided contractors when the quote is less than 500$ and it will be reimbursed by RockfordIf the quote is more than 500$, I need Rockford Assistance.Regards, 
[redacted]

In regards to the Master Bathroom floor, we received an email May 14th, 2016 from Ms. [redacted] complaining about a cracking noise in the master bathroom floor.  While the 1 year warranty period expired February 12th, 2016, Rockford's service tech did take a look at the floor and could not identify the cracking noise.  Aside from not being able to identify the cracking noise, this request was not on a previous punch list and fell out of the 1 year warranty period.  In regards to the transition strip between the wood floor and carpet, based on the pictures provided, I do not see an issue with the transition strip.  The pictures are showing two transitions strips in which we caulked or puttied together due to the length.  Neither transition strip is broken.  This falls within reasonable industry standards.  I also do not see any reference to the transition strip on Ms. [redacted]'s 90 day or 1 year service requests.  Rockford does not feel any further action is required at this time.

Rockford's service tech was at Ms. [redacted]'s house this morning May 23rd, 2016 to address that last remaining service items noted at the last visit.  Ms. [redacted] closed Feb. 12th, 2015 with a one year builder warranty.  We had two remaining items on her 1 year warranty service request. ...

The two remaining items were the following: a squeak in front of the fridge and a squeak in the entry way.  Both items were remedied this morning.  Rockford does not warrant against floor squeaks.  However, we use reasonable efforts to remedy floor squeaks in which a customer may encounter.  As the weather changes, the house will expand and contract with the weather in which squeaks may appear and disappear with the changing climate.  Upon our Service tech's arrival this morning to our follow up visit, Ms. [redacted] had marked several more spots throughout the laminate floor that she was complaining about squeaking.  Our service tech walked all of the additional spots Ms. [redacted] had marked this morning and could not identify any squeaks.  Additionally, we have pulled back the carpet upstairs along with the vinyl flooring to screw down the subfloor to prevent additional squeaking upstairs as well. All squeaks requested to be looked at on the 1 year warranty request have been satisfied at this point in time.  In regards to the master bedroom sink repair, we have attached a photo of the faucet.  The faucet is missing a piece below the right lever.  This was not identified on Ms. [redacted]'s walk through post-closing or 90 day service request.  It is clear that this break took place after closing at no fault of Rockford's.  Rockford is not agreeable to any further action in regards to this sink faucet.  After the 1 year service visit, Ms. [redacted] attempted to send our service tech additional items May 14th in which were not requested on her 1 year service.  Ms. [redacted] stated her garbage disposal did not work.  While not warrantable as this was not noted within her warranty, our service tech did fix the garbage disposal while on site.  At this time, Rockford has completed Ms. [redacted]’s 1 year service and will take no further action.

Mr. [redacted],While I do not believe we have liability to move the sanitary stack, I have re-evaluated this complaint and will agree to move the sanitary stack with the following understanding.  You will need to hire and pay the contractors directly.  Rockford will re-reimburse you for the costs with copies of the invoices submitted following the completion of the work.  We will provide you with quotes from our contractor's whom moved the sanitary stack on lot [redacted].  I will only agree to move the sanitary stack if you use the same contractors of ours that moved [redacted] sanitary stack.If this is acceptable, I will get a quote from the concrete and plumbing contractor.