Richmond American Homes

Our offices had *** ***, an independent flooring inspector, inspect all carpeting in *** *** home on 2/10/Based on the inspection report, his claim was denied. On April 29, *** *** filed a complaint with the Nevada State Contractor’s Board. A meeting was scheduled on
May 6, to inspect the carpet and on May 14, that claim was closed due to the issue being inconclusive as there was no violation by Richmond American. *** *** also contacted ***, the carpet company, directly to schedule an inspection*** denied his request as well Richmond American will not reimburse *** *** for his flooring due to multiple experts finding no fault Also, as the home was completed in 2012, it is outside the previously agreed upon one year warranty periodI have attached some of the reports for your reference. We apologize for any inconvenience this has caused our customerPlease let me know if you need any additional information. Thanks, *** *** Nevada Home Care Manager Richmond American Homes

August 14, *** *** *** ***
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*** ** *** RE: Revdex.com Case # *** *** *** *** ***
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*** *** Dear *** ***, Richmond American contacted *** *** and will address the only remaining concern as related to a leak at the roof resulting in water infiltration at the interior bath fan, confirmed during a conversation this morning with the homeowner. This will be scheduled as soon as possible and an update will be provided to *** ***We will continue to communicate directly with the homeowner to address the remaining issue Thank you Sincerely, *** ***
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We have worked with these same group of "existing" employees and we are not interestedWe would like to work with *** *** boss, or better yet, the CEO of Richmond homes only after they reach out to ***, as they stated they would do, yet clearly haven't*** verbally stated she would provide a letter indicating Richmond would fix our warped basement floor prior to the seven year expiration of warrantySince she quit prior to writing this letter, Richmond indicates it's obsoleteThey told us they would call her "in the morning" of which, again, no follow throughWe do not want the same contractors, nor, the same employees of Richmond to enter our home, as the last time, they yelled, and indicated the items that remained were home owner "wear and tear." Yet, we didn't grout the shower, place crooked lights, nor concrete the floorNor did we "kill" our grass that looks prestige in all other places. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

10/10/ Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: Approval and design considerations were provided to the HOA which would allow the homeowner to move
forward on both of the requested improvementsThe HOA will be providing their formal approval directly to the homeowner Please let us know if you have any questions Sincerely, *** *** Home Care Manager, Washington Division Richmond American Homes

7/26/*** *** *** ***
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*** ** *** RE: Revdex.com Case #*** Dear Mr***, We contacted Mr*** on July 18thI related to him that we had inspected the same issue at his address back in February of this
yearAt that time, I told him that his house was not only out of the warranty period for flatwork concrete, but also that it did not meet the criteria for action by RichmondI reiterated to him that our position had not changed and thanked him for his time and communication Please let us know if you have any questions Sincerely, *** ***
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3/1/16Denver/Boulder Revdex.com Attention: *** ***Cherokee St.Denver, CO 80204-4039RE: Revdex.com Case # ***Dear Miss ***:I first contacted Mr*** on 1/26/via email after he had contacted our salesperson concerning warranty items that needed to be
completed. After receiving his warranty request, trade appointments were scheduled for the morning of 1/29/16. Our Home Care Specialist confirmed that the items were completed and signed off by Mr*** that same dayMr*** submitted an online warranty request on 2/8/with additional items and all subsequent appointments were scheduled for the morning of 2/19/16. The Home Care Specialist confirmed that drywall repairs were completed, but remaining trades could not gain access to the home due to no answer by the homeowner. We currently have appointments to be rescheduled and cabinet part on order. Once the new part has arrived we will contact Mr*** to reschedule all trades needed.Mr*** has also contacted our corporate office regarding compensation which has been denied and Mr*** has been referred back to his contract signed with Richmond American and RWC guidelines.We apologize for any frustration our customer may have experienced and we are working to complete his warranty items.Please let us know if you have any questions.Sincerely,*** ***Home Care Manager, NevadaRichmond American Homes

11/8/ *** *** *** ***
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*** ** *** RE: Revdex.com Case # *** Dear *** ***: We have contacted *** *** and have November 15, as our schedule date for his remaining warranty
items. We will also have a new Home Care Specialist meet with *** *** on that same day to verify that items have been completed as well as address any new concerns that he may have 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, *** ***
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12/13/ Denver/Boulder Revdex.com Attention: *** *** *** *** ***
*** ** ***
RE: Revdex.com Case # *** Dear Mr***: We are working on re-addressing the release that was sent to *** *** in regards to the verbiage used in the release to resolve this issue*** *** had requested this change based off a request from her insurance carrierWe will be sending out the revised release to her when it becomes availableWe 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, *** *** NCO Home Care Manager Richmond American Homes

Complaint: ***
I am rejecting this response because:It is irresponsible and even unethical for Richmond American Homes to simply ignore negligence by their contractor and the fact that the granite installed was not sealedIt’s even funny that *** *** stated the following “The stone was installed and signed off on by the homeowner before closing on the home February 19, No staining was present before closing.”I need to remind *** *** that we purchased a BRAND NEW HOUSEThis is like buying a new car, transmission breaks a month later and the car manufacturer responds “the transmission was fine during the test drive”WOW!!!! Had we KNOWN OR EVEN BEEN TOLD by RAH that granite was not sealed, we would have sealed it ourselves before moving inBecause the granite was not sealed, the stains went deep into the stone and cannot be removedThis is the reason why the stain removal products RAH’s contractor tested with didn’t remove the stains. The granite in our house is a faulty product and as such should be replaced. I am determined to hold RAH accountable for their unethical behavior, and therefore with take this issue to the next level. I’d like to thank Revdex.com for your assistance in an attempt to resolve this issue. Finally, I wish I had never purchased a home from RAH, and will do my best to share this experience with as many potential RAH customers as possible.Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/10) */
8/10/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** ***
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear *** ***
I contacted *** *** on 8/10/regarding his concernsI, along with
our lawn vendor *** *** *** will be out tomorrow to inspect *** ***'s lawn on 8/11/Once we have inspected the lawn we will give our determination
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, Washington
Richmond American Homes

Complaint: ***
I am rejecting this response because:I do not deem this an acceptable response until we meet in person to discussI am still waiting for *** to respond with a possible dateWe still feel like our stone is not in good quality l
Sincerely,
*** ***

Dear *** ***: Richmond American Homes reviews every warranty request individually and determines what course of action, if any, will be taken based on the guidelines of the Residential Warranty Company limited warranty programWe cannot comment on other homeowner warranty claimsWith regard to *** *** request, the driveway has been inspected and only surface cracks were evidentUnder the provisions of the limited warranty, concrete is excluded from any coverage which was explained to the customer. We have attached a copy of the sample limited warranty program (RWC) that is provided to customers at time of contractPlease refer to section E“Exclusions” section “l.” which identifies that driveways are not covered under the warranty program After reviewing the claim, the request to replace the driveway is deniedPlease contact us if you need any additional information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

job is not completed...They have a schedule of finish dates but I've been given this many times before w no successIssue is not resolved
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

4/20/2016Denver/Boulder Revdex.com Attention: *** ***Cherokee St.Denver, CO 80204-4039RE: Revdex.com Case # ***Dear Miss ***:All of Mr***’s warranty requests have been addressed as of April 15, 2016. Our office has not received any new submissions from the homeowner. As of now we are closing Mr***’s items as “completed”. If Mr*** has any future warranty concerns, we encourage him to submit these to our office so that we may address them accordinglyPer the agreed upon contract, we must go to mediation before arbitrationIf Mr*** would like to proceed with mediation, he can contact our local Nevada office for more information.Please let us know if you have any questions.Sincerely,*** ***Home Care Manager, NevadaRichmond American Homes

Initial Business Response /* (1000, 5, 2015/07/29) */
7/28/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** ***
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear *** ***
We contacted *** and *** *** on 7-and again on 7-by email
correspondence to notify them that the resolution on the front porch flatwork was in the bidding stageThe ceiling color is correct to what was picked out and signed for at the design appointmentThe tile issue was addressed, along with the gapping at the hardwood flooring on 3-6-The basement trim was installed correctly and only needs caulking as part of regular home owner maintenanceThe garage concrete flat work is in the bidding stage to replace garage apron stones that show vertical displacement at this time
We received a reply on X-as to escalation to the Revdex.comWe contacted him again on X-to verify that the Revdex.com complaint had been received and we would work to address any warrantable concerns as quickly as possible
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, Northern Colorado Division
Richmond American Homes
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The items mentioned by the company are only a few of the problems and the ceiling color is not the correct color per the design consultant all ceilings are the same color as the casing and base and can not be changed, we tried to address this issue during the painting stage.the base in the basement is not put in correctly, it is only glued and not nailedthere are panels in the garage that are heaving not just There are more issues that need to be addressedThis sounds like some more empty promises
Final Business Response /* (4000, 13, 2015/08/25) */
8/18/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** ***
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear *** ***
We contacted *** *** on 8-to notify them the front porch flatwork was done incorrectly but the vendor has agreed to fix the issueThe paint concern is not going to be addressed as he did receive the correct paint per his contract, the basement trim was installed correctly and is only a caulking repair, we are not replacing itWe are awaiting a schedule date from the buyer for the trim and some drywall repairs, I am not aware of any other concerns
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, *** *** ***
Richmond American Homes
Final Consumer Response /* (4200, 15, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my porch is still not fixed, the vendor came out and still did a poor job, I will still argue about the base in the basement and the ceiling paintThey keep saying we ordered the ceiling paint how can we order the ceiling paint if it is not an option in the first placeThe base in the basement was not put in correctly it should have ben biscuit joined in the corners and the seams and then it would not be coming apart*** said he is not aware of any other concerns, this is not true I sent him a email with the list of over items some have been fixed with a fight and months and months go by before they did get fixed, there is still items that have not been dealt withI have not been contacted to schedule for the trim and drywall repairs that is not trueThis should not be this difficult and stressful when you buy a new homeI do not care what Richmond says about industry standard, when a person buys a brand new home it should be perfect

11/3/ *** *** *** ***
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*** ** *** RE: Revdex.com Case # *** Dear *** ***: The Earnest Money deposit refund for *** *** was processed and the check was put in the mail on 10/25/*** *** should receive the full refund within approximately a week of mailing 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, *** *** *** ** *** ***
*** *** ***

Tell us wh10/11/2016 Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: We contacted *** *** *** directly on October 10, She and her husband *** met with
me, *** ***, VP of Sales and *** ***, Director of Home Gallery at our corporate office in Irvine. We all reviewed the documentation that they had and determined that they were given incorrect information from our sales agents. We went ahead and processed the option as it was initially explained . They were very thankful. 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, *** ***Vice President of Sales, So Cal DivisionRichmond American Homes y here

4/4/ Denver/Boulder Revdex.com Attention: *** *** Cherokee StDenver, CO 80204- RE: Revdex.com Case # *** Dear Miss ***: Richmond American homecare was notified in person, by *** *** on 12/2/about a concerns for the drainage
and swale of his yardMr***’s request came during his warranty period, and after the property had been completed per the community grading plan of which was inspected, approved and signed off by a Polk County building official. The cause for concern was due to the sudden activity and development of the vacant land which sits behind Mr***’s home siteThis land has always been undeveloped since Richmond has been a presence in Drayton woodsThe land developer for Providence at Drayton woods added the new community entrance which happened to be at the front right corner of Mr***’s property, due to the fact that he owns a corner lot with an unfished intersection where future community tie in will occurSaid road was added feet above the finished grade at property pin of lot and the proper fill was not added to the right of way by the developerDuring the month of December, RAH community superintendent made multiple attempts in contacting field management of the community developer with no solid commitment of correcting the issueIn January, When the new road was completed with curbing and pavement installed RAH stepped into correct the grading issueSod was stripped and irrigation was re installed to property linesRAH grading vendor assumed that there would be community sidewalks installing alongside new development entrance road that would tie into sidewalks already installed in front of Mr***’s home and into handicap ramp at the street corner in front of Mr***e’s homeThis was not the case and it created a mini swale line at the sidewalks assumed location. After this repair did not please the homeowner, Randolph Outdoors went out again and stripped sod, filled in mini swale, relocated the edge property line irrigation heads out to new road curb to create one continuous final grade which tied into the newly completed roadwayOn 2/5/I, *** ***, went out to visit Mr*** at his home to walk his yard and listen to his concernsMr*** stated that he was not happy at all with the finished productMr*** stated that the side and back yard was unacceptable due to the fact that the newly laid dirt and sod created a hump and the now completed development building pads in the rear of Mr***’s property were higher than his yard at the property lineDuring the week of 2/8/I sent Randolph outdoors to pull up sod at the high spot, remove dirt causing the said bump and relay sodOn 2/29/in response to Mr***’s warranty request on 2/26/it was then determined that RAH had done everything in our powers to provide Mr*** a useable and draining grade while still maintaining the community preset mass grade elevations. We apologize for any frustration our customer may have experiencedPlease let us know if you have any questions *** *** Orlando Construction Manager Richmond American Homes

January 23, Denver/Boulder Revdex.com Attention: Natasha *** Cherokee StDenver, CO 80204- *** *** *** ***
*** ***
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*** *** *** *** Dear
Miss ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Ms*** and subsequent repairs for completion of the shower are scheduled for the week of January 23rd Our sincerest apology for this delay with regards to this matter Sincerely, *** *** *** *** ***
*** ** *** *** *** ** *** www.RichmondAmerican.com