Richmond American Homes

3/7/ Revdex.com Attention: *** *** *** *** ***
*** ** *** RE: Revdex.com Case # *** To Whom It May Concern: Our Home Care team has been in contact with Mr*** since contacting the Revdex.comThe home has been visited and the area in
question reviewedIt has been determined that repairs are needed to the area and will be scheduled soon We apologize for any frustration our customer may have experienced and we are working to resolve the concerns Please let us know if you have any questions Sincerely, *** *** Home Care Manager, Colorado Denver Division Richmond American Homes

Complaint: ***
I am rejecting this response because: Richmond has responded to my rejection by cutting and pasting their original response They have sent out a company to remove our shower enclosure, but no further contact or progress has been made We are now over two months without a shower in our bedroom Please see my original rejection below.Richmond agreed there was a problem with the floor the last time they inspected it They suggested we wait another months to let the floors further acclimate to the *** humidity They also offered to have a representative from the flooring company come and look at the floors at a later date The person who was our warranty representative at that time told us they no longer offered our style of floor because it was causing so many problems.The other issues have all been reported to Richmond in the past and are still unaddressed There shouldn't be a need to walk through all of these items again This has been done several times already.Richmond has only scheduled the shower enclosure to be removed They have yet to schedule anyone to come and test what the problem actually is Nobody has so much as turned my shower on They are going to take a stab at a fix I would like it done correctly the first time since it is so difficult to get Richmond to actually respond to warranty requests.Sincerely,*** ***
Sincerely,
*** ***

10/10/ *** *** *** ***
*** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: I spoke to *** *** on 10/9/and reviewed the terms of the contract with her. The prospective
buyers signed a contract on 5/6/with an addendum stating “buyer understands that the home will be on a delayed start”. In addition, per section of the executed purchase agreement, “seller is obligated to complete the home within two years from the date that the buyer executed this agreement …”. There was not a guaranteed closing date in the contract. When we spoke, she expressed concerns regarding the price of the home gallery options. I let her know that our pricing doesn’t mirror outside vendors, but I would be happy to review the options that they selected with our Home Gallery manager, in efforts of helping guide them into options that better fit their desired budget. She stated that she would speak to her husband and get back to us On 10/10/17, she left me a message stating she would like to terminate the purchase agreement. A cancellation has been sent to the buyers at their request. Per the signed and executed purchase agreement, the buyer’s earnest money will be retained. We apologize for any frustration our customer may have experienced and we are working to resolve the concernsPlease let us know if you have any questions Sincerely, *** ***
*** *** ** *** *** ***
*** *** ***

July 29, Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** *** *** * ** *** ***
*** *** *** Dear *** ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes will gladly address these concerns as provided under the terms of the contract and provisions of the Limited WarrantyA Richmond American Representative will be scheduling the next inspection with *** ***All concerns as referenced below are non- related to the original complaint as related to landscapingWe look forward to the opportunity to review the items Unfortunately, the rock isn't the only problem: The front door is difficult to openSo difficult in fact, that neither one of my children are able to open the door on their own...when door is unlockedThe workers got our carpet wet downstairs prior to closing, then the carpet was spliced & replaced, however none of the carpet seams match up, it's coming loose from the baseboards, strings and fibers are everywhereThis was upgraded carpet with a 20+ year wear warrantyGouges are in a few places on our hard wood floors prior to closingThey have made cut outs on the side wood on the stairs that are suppose to match up with the wood and baseboards, they do notSo I have two holes in the side wood going down the stairs and nothing in the holesPaint is splotchy all over the houseThere is paint on the hard wood floorBaseboards in the majority of the entire house do not match up, so they are sticking outThe upgraded lock we paid for, slips all over the door, it's not stable, everytime you lock the deadbolt the entire lock moves back and forth scraping the paint off the inside of the doorGlue all over the trim and baseboards, instead of cleaning the glue, it was painted over, leaving bumps, and clumps all over the wallsHard wood floor is sticking up in places, it is not flush as it should beOne of the cabinet doors has numerous holes in it that instead of replacing the door, just painted over itPaint is on the glass door around the trim going out to the backyardMost of the outlets are nearly impossible to get a plug intoSome of the side board going down the stairs has been sanded and painted, the other side has not, just painted, leaving splinters, thick splinters having out through the paintThe kitchen island is missing trim on one side, so there is a huge gap between the cabinet and the floor & barConstruction manager and the like have given us the answer, "that's just the way it comes." THAT was NOT told to me when I signed the contractI did not buy an as is home There are more, but the bottom line is this: Richmond Homes did not follow through on their contractThey hurriedly and sloppily "finished" the home in order to closeThis home was in no way ready to close, and I have been living in it nearly a month & still wondering when things are going to get done A Richmond Representative will be in contact with *** *** during the week of August 1st to schedule a meeting to review these concerns Sincerely, *** *** Home Care Director *** ** *** *** *** ** *** www.RichmondAmerican.com

December 5, Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** *** *** *** *** *** ***
*** *** *** Dear *** ***: In response to the above mentioned Revdex.com complaint response provided by Richmond American Homes, *** *** rejection of this response is noted and taken into consideration. However, flatwork concrete, is not covered under the limited warranty programAlso, with Colorado’s soils conditions, concrete will experience movement which is out of the Builders controlAs the home was completed September 30, 2013, it is now only covered under the major structural warranty, which excludes driveways Regrettably, Richmond American cannot assist *** *** further with this matter Sincerely, *** *** Home Care Director *** ** *** *** *** ** *** www.RichmondAmerican.com

November 28, Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** *** *** *** *** *** ***
*** *** *** *** Dear *** ***: In response to the above mentioned Revdex.com complaint rebuttal, Richmond American Homes has inspected the driveway previously on November 9, with *** ***, as per the previous response. Contrary to *** *** statement as related to warranties through the Builder (RAH) or the contracted vendor, these are one in the same in that all warranties are through Richmond American Homes and as such these limited warranties do have expiration dates and even though repairs and/or replacements may be performed during these periods, do not constitute any extensions of these implied warranties Regrettably, Richmond American still cannot grant Mr& *** *** request for replacement Please let us know if you have any questions Sincerely, *** *** Home Care Director *** ** *** *** *** ** *** www.RichmondAmerican.com

4/25/17*** *** *** *** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # ***Dear Mr***:I spoke with Mr*** on April 12, 2017. I explained that the city rejected the permit due to the bay window encroaching into a
side set back. We provided the buyer with four options that are outlined in section of the signed purchase agreement: 1) terminate the contract and Richmond would provide a full refund of earnest money deposit, 2) select a different house plan on the purchased lot, 3) credit the cost of the bay window back, and keep the current house plan, or 4) transfer his full earnest money deposit to another Richmond American Homes community. After speaking with the buyer, he elected to terminate the contract and receive a full deposit refund. Richmond processed the cancellation and a full refund check was mailed on 4/24/17. We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.Please let us know if you have any questions.Sincerely,*** ***
*** *** ** *** *** ***
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I am cautiously and optimistically moving forward with hopes my complaints will begin being handledHowever, I do not feel confident to say that I am satisfied or sure that this matter has been resolved yet.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: While the minor ***rs that need addressing appear to once again have a date to which they will be addressed(for the second time in months), I am left unsure if the biggest issue will be resolvedI am halfway through my warranty period and when time runs out I don't know what I am supposed to doMy driveway has worsened since first displaying cracks a month after I moved inThis is a brand new build and the cracks and displacement get worse as time goes byI have had professional cement contractors and the men who claim they poured the driveway state that the driveway should be completely replacedMy warranty company seems to be the only one telling me that it's not necessaryI keep getting conflicting responses to this dilemmaI was under the impression that it would be replaced in JulyNow that date has been pushed back to the end of September It sounds like they only want to replace two slabs vs the entire driveway as I was originally led to believeThe same professional cement contractors also stated that there should be mesh or rebar underneath the driveway which I have confirmed that there is notMeanwhile, all new builds(Development still under construction) are receiving mesh underneath the drivewaysRichmond completely replaced my next door neighbors driveway to include meshI reiterate, this is a brand new buildI have lived in the house for just under six months and my driveway looks horrendousIt keeps getting worse and I expect it to worsen between now and the projected September date which may not happenMy driveway also has two areas that are now considered a trip hazardI expect that if my home owners insurance company inspects this, they will threaten to discontinue my insurance if the trip hazard is not correctedIt's not right to sell a brand new, & expensive house to a buyer, and expect them to make thousands of dollars(possibly $10k) in repairs less than half the year inI want my driveway replacedI want the mesh that all new builds are receiving to add stability to the new drivewayI deem anything less unacceptable and I am willing to pursue other legal options if I have toI hope that Richmond will stand behind their work and help me, finally, become a happy home owner
Sincerely,
*** ***

Revdex.com:
Can you please have Richmond advise on a timeline for refund and confirmation that they have our updated contact information included in our complaint file on where to mail the refund check?
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me pending my receipt of the refund check for $via mail.
Sincerely,
*** ***

Dear Miss ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Mr*** and reviewed the complaint with the following information: We are in the process of scheduling the agreed upon remaining repairs under the provisions of the warranty
and requested associated costs related to the damaged table. We are currently awaiting a response from the homeowner so we may bring resolution to these concernsWe apologize for any frustration our customer may have experienced and we are working towards resolution of these concerns as quickly as possiblePlease let us know if you have any questionsSincerely, *** *** Home Care Director SMonaco Street, Denver CO www.RichmondAmerican.com

Initial Business Response /* (1000, 5, 2015/09/02) */
9/1/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** ***
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXX
Dear *** ***
We are currently working with *** *** on a resolution*** *** (VP
of Operation met with *** *** earlier this week to review all concernsWe will continue to update *** *** and work with him to resolve
We do apologize for the frustration to our customer for what he has experienced
Please let us know if you have any questions
Sincerely,
*** ***
Director of Home Care, Denver Division
Richmond American Homes
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, *** *** came to the house to see the issues but this is the 9th or 10th time that they have come to my house to review my complaintsThe end result is the same, they say that they will take care of it but nothing ever gets doneIt is all lip serviceAs of today, none of the issues have been resolvedWe are having a community meeting and I will encourage all of my neighbors who are experiencing the same problems to file complaints
Final Business Response /* (4000, 9, 2015/09/18) */
9/18/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** ***
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXX
Dear *** ***
We are currently working with *** *** on a resolution and we have an agreed on a date for work to take placeIn addition, there is a formal release being drafted for items that will not be addressed as per the mutual agreementWe will continue to update *** *** and work with him to resolve concerns included in our agreement
We do apologize for the frustration our customer has experienced
Please let us know if you have any questions
Sincerely,
*** ***
Director of Home Care, Denver Division
Richmond American Homes

12/11/
*** *** *** ***
*** *** ***
*** *** ***
*** ** ***
*** *** *** ***
Dear Miss ***:
We reached out to Ms*** on Wednesday, December 9th to find out what outstanding items were incompleteAs we understand, Ms*** is unsatisfied with two cracks in her driveway concrete and a section of her front stairs/stoop which has cracked and settledPer the RWC Limited Warranty Section II.E.1.l, "Loss or damage to driveways; walkways; patios, porches and stoops not structurally attached" are not covered under the Limited Warranty
We previously grouted the aforementioned cracked driveway as a courtesy, and have inspected the crack in the front stairs/stoop and have determined that it has settled outside of toleranceWe contacted Ms*** on Thursday, December 10th to inform her of these conclusions and to schedule the replacement of her front stoop
We apologize for any frustration our customer may have experienced and we are working to resolve the concerns
Sincerely,
*** ***
President, Denver Division
Richmond American Homes of Colorado, Inc
*** ***

Initial Business Response /* (1000, 6, 2015/12/08) */
12/7/
Denver/Boulder Revdex.com
Attention: *** ***
Cherokee St
Denver, CO XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear Miss ***
We met with Ms*** on 11/25/We reviewed her warrantable items
and coordinated a repair to straighten a light switch and patch some concrete
All other questions and concerns were addressed and completed at that visit
We apologize for any frustration our customer may have experienced and we have worked to resolve the concernsPlease let us know if you have any questions
Sincerely,
*** ***
Director of Operations, Utah
Richmond American Homes
Initial Consumer Rebuttal /* (3000, 8, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have resolved most of the issues, but not all of themI still have a hole in my front porchI have reminded them of this several times, but no appointment has been set to fix itI would be happy to close this and be done if they would just set a date to fix my porch and get it done
Final Business Response /* (4000, 10, 2015/12/24) */
12/23/
Denver/Boulder Revdex.com
Attention: *** ***
Cherokee St
Denver, CO XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear Miss ***
We will repair concrete issue in the front porchHowever, we can't commit to an exact date due to weather and the winter seasonWe can target a completion of no later than 6/15/
We apologize for any frustration our customer may have experienced and we are working to resolve the concernsPlease let us know if you have any questions
Sincerely,
*** ***
Director of Operations, Utah
Richmond American Homes
Final Consumer Response /* (2000, 12, 2015/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have repaired the concrete on my porch and everything is goodThey have fixed everything that I asked them to fix

Complaint: ***
I am rejecting this response because: They never came to check on or fix the furnace on weekend or they never had been contacted with us, We had to persuaded and seek to warranty service and and we went to the Richmond Home office informed the problem, Unfortunately, *** ( super attendant) never communicated to warranty service and never contacted with usWe requested to meet him but still never seen him or talked with him yetI am very concerned about *** has not been honest or reliable with us.
Sincerely,
*** ***

10/19/*** *** *** ***
*** *** ***
*** *** ***
*** ** ***
*** *** *** *** Dear *** ***: The home of *** *** *** *** has experienced an ongoing rear door leak and we have made several attempts to repairWe
recently replaced the door in an attempt to resolve the ongoing leak and discovered the root causeWe also provided remediation to address any water damage and to prevent mold, which included hardwood removal at the affected area. The remaining flooring, paint, molding, and j-channel repairs are scheduled on October and Our Home Care Manager, *** ***, reached out to Mrs*** and had a productive discussion in relation to all of her concernsDue to Mrs***’s disappointment with their current Home Care Specialist, we have assigned an alternate an Home Care Specialist to oversee the previously mentioned repairsWe apologize for any frustration our customer may have experienced and we are working to resolve the concernsPlease let us know if you have any questionsSincerely, *** ***
*** *** *** ***
*** *** ***

09/01/ Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: *** ***, Richmond Home Care Representative, verified that the new faucet is in and placed a call to *** *** on 9/1/to get a time scheduled to replace the defective faucet*** *** left a massage. We are waiting for a return call from *** ***. We hope to schedule this for some time next week We apologize for any frustration our customer may have experienced and we are working to resolve the concerns Please let us know if you have any questions Sincerely, *** ***
*** *** *** *** ***
*** *** ***

02/17/*** *** *** ***
*** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear Ms***, Ms*** contacted my office and we
spoke on February We discussed her frustrations with our communication and workmanship follow upThere has been some turnover at the community, which has unfortunately impacted the timeline of warranty services I have a meeting set with Ms*** for Tuesday February to further discuss her concerns and review her home warrantyWe will then schedule times and dates for repairs and get the items completed as soon possibleWe strive to provide the best service for our customers and apologize again for the frustration this has causedWe will get this resolved, and quicklyPlease let us know if you have any questionsRegards, *** *** *** *** *** *** *** Richmond American Homes

April 17, Denver/Boulder Revdex.com Attention: *** *** Cherokee StDenver, CO 80204- RE: Revdex.com Case *** *** *** ***
*** *** *** ***
*** *** ***
Dear Mr***, In response to the above mentioned Revdex.com complaint, Richmond American has been in contact with *** *** *** and assessed the situation with regards to the water leak attributed to the original installation of the shower pan and adjacent tiles at the master bath. Richmond is currently in the process of scheduling the appropriate repairs and/or replacements as quickly as possible and will keep the homeowner updated as progress is made Sincerely, Brian M*** Home Care Director

Complaint: ***
I am rejecting this response because:I'm still waiting for richmond american home "builders" to respond to the question as to why they had to replace a whole section of the driveway before closingOr why an independent, reputable company stated that there had been poor compaction of the soil before the driveway was pouredOr why there are companies who refuse to do business with them due to their shady business practices and questionable work quality
Sincerely,
*** ***