Richmond American Homes

7/25/ *** *** *** ***
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*** ** *** RE: Revdex.com Case #*** Dear *** ***: After review, we maintain *** ***’s cabinets were installed appropriately based on the documentation and agreed upon plans. *** *** did sign off on cabinet layouts for each area in his home, which shows that there is no Lazy Susan or space to accommodate one. These layouts are reviewed with the homebuyer prior to finalizing selections in order to confirm the features they are getting and allow a homebuyer to cancel or change their upgrade selections if they wish. The upgrade selection they made includes multiple features such as a trash drawer, pull out shelf, bank of drawers, dovetail drawer boxes with soft close glides. *** *** was charged only for those features which he received. Additionally, the Nelson family walked through a completed home in their plan with the same kitchen configuration that they chose and saw all features in person prior to making their selections which showed both the drawer configuration they received as well as the corner cabinets. Although the homebuyer was not charged for the Lazy Susan feature, in a show of good faith we did offer a resolution in the amount of the Lazy Susan option We apologize for any frustration our customer may have experienced and have worked with the customer to bring resolution the their concerns Please let us know if you have any questions Sincerely, *** ***
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12/18/ Denver/Boulder Revdex.com Attention: *** *** Cherokee StDenver, CO 80204- RE: Revdex.com Case #*** Dear Mr***: Our inspection in the described shower of Mrs*** could not determine any errors on Richmond American’s part nor the part of its subcontractorsAll areas inspected in the bathroom were found to be code compliantCaulk and grout are considered homeowner maintenance issues, even during the first year of warranty Mold spores exist in most environments, and mold can grow when the correct conditions are present in an environment, such as dark moist places like a bathroomThe mold spores thrive on moist surfaces, so it is imperative for a homeowner to create an environment unfavorable to mold growth within their homeHumidity control and ventilation are actions a homeowner can take to help prevent bathroom mold growth, with recommended humidity levels being below 60%, or preferably in the 30-50% range A Residential Warranty book was provided to Mrand Mrs*** at closing and I have included a copy with this responseThis book details the warranty provided to our valued customers from years one through tenPlease refer to page 5, Section E, which lists exclusions that are not covered by the warrantyNumber twelve (on page 7) reads: Any Defect consisting of, caused by, contributed to, or aggravated by moisture, wet or dry rot, mold, mildew, fungus or rust, regardless of the originating cause of any moisture or water penetration that leads to the Defect Mrs*** was provided documentation by Home Care Representative Lee C***, who provided direction (via verbal instructions) on how to escalate their concerns during the inspectionPer our previous response, due to our findings during the inspection, Richmond American Homes must deny the request by Mrand Mrs*** to demo the shower Please let us know if you have any questions Sincerely, Anne C*** SrDepartmental Coordinator, Maryland

4/16/ Denver/Boulder Revdex.com Attention: *** *** Cherokee StDenver, CO 80204- RE: Revdex.com Case # *** Dear Mr***: We contacted Mrand Mrs*** directly by phone on 4/4/The *** home closing was moved to
4/17/This was due to a conduit being crushed under the road during development of the community, causing us to move the closing due to not being able to get power to the homeThis was only discovered when we tried to get power to the home and Florida Power was called out to rectify thisThe buyers did ask for a reimbursement of hotel fees that they were going to incurNothing was ever agreed upon to be reimbursedAfter finding out that this delay was caused by the developer and Florida Power and Light, we did not feel that this was the responsibility of Richmond American Homes to reimburse for something that was not our errorWe apologize for any frustration our customer may have experienced and we are working diligently to deliver a complete home on April 17th Please let us know if you have any questions Sincerely, Kristy B*** Director of Sales, Jacksonville Richmond American Homes

March 7, Revdex.com RE: Revdex.com Case # *** To Whom It May Concern: Mrand Ms***’s home passed all state and local code inspections and closed on December 31, All home concerns brought to our attention within the warranty period were addressed at that timeEach Richmond American Home is covered under a year workmanship and free from defect warranty, a year systems warranty, and a year structural warrantyConcerns identified outside of those warranty periods become the responsibility of the homeowner to addressDue to the age of the home, the only remaining warranty is the year structural warranty in which roofing materials do not applyWe apologize for any confusion regarding the warranty guidelines, but the matter of the roof is considered homeowner maintenanceSincerely, *** ***
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Complaint: ***
I am rejecting this response because:
I appreciate that Richmond will be sending someone out to inspect the windowsWe have been asking for this since AugustWe will await the appointment being set upWe still have not heard anything more on the roof situation nor the reimbursement for the floorWe also await those responses and resolutions and until we have been able to resolve all issues the complaint will remain an open working caseThank you
Sincerely,
*** *** *** ***

December 5, Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** *** *** *** *** *** ***
*** *** *** *** Dear *** ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes cannot further address this requestThe home closed October 17, Flatwork concrete is not covered under the limited warranty agreement, which expired 10/17/However, as a courtesy it was addressed in The work done in does not have a warranty through Richmond or the trade partnerGiven the age of the home and the warranty agreement, Richmond will not replace the drivewayThe sample of the warranty booklet is attached for your reference This decision is based on the warranty agreement and will not change with the introduction of a new Richmond contact.We apologize for any frustration or inconvenience our customer may have experienced with regards to this ***r Please let us know if you have any questions Sincerely, *** *** Home Care Director *** ** *** *** *** ** *** www.RichmondAmerican.com

Complaint: ***
I am rejecting this response because:Until all of my addressed problems, complaints, concerns, have been addressed, AND the work has actually been completed, I'm not withdrawing complaint or agreeing to the matter/matters being settled It's incredibly disingenuous to suggest otherwiseI'd also like to take this opportunity to ask *** *** where the basement window coverings are that I was promised over a month ago, by him personally, when he finally agreed to have the rock removed from my backyardI was promised I'd like some follow through, please.
Sincerely,
*** ***

5/1/17 *** *** *** ***
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*** ** *** RE: Revdex.com Case # *** Dear Mr***:We have sent Mr*** an update with schedule dates regarding his exterior shutters Schedule dates for paint and installation are 5/8/to paint new shutters, 5/9/to install and 5/10/to touch up screw holes from the installation.Please let us know if you have any questions.Sincerely,*** *** *** *** ***Richmond American Homes

07/01/ Denver/Boulder Revdex.com Attention: *** *** *** *** ***
*** ** *** RE: Revdex.com Case # *** Dear Miss ***: We have contacted Mr*** on 06-30-to address his concernsWe are moving forward with an inspection
date of 07-06-to review the concern and provide a resolution in compliance within the RWC Limited warranty guidelines We will update the buyer to confirm all schedule dates and times and hope to have all warrantable concerns addressed 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, *** Colorado Division Richmond American Homes

3/1/18 Denver/Boulder Revdex.com Attention: *** ***Cherokee St.Denver, CO 80204-4039 RE: Revdex.com Case # *** Dear Mr***: I contacted Mr*** on March 1, to discuss his microwave and other warranty itemsWe have a new microwave on order
from ** and all other items that Mr*** had brought to our attention are scheduled during the afternoons of March and March 9. Mr*** is also aware that we do not have an ETA for his replacement microwave and that I will contact him directly once we receive a date from **. 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,Kelley C***Director of Home Care, NevadaRichmond American Homes

8/26/ Denver/Boulder Revdex.com Attention: *** ***
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*** ** *** RE: Revdex.com Case # *** Dear *** ***: We have contacted *** *** by email on 8-25-to address unresolved itemsWe have requested a work day from *** *** to complete related repairs for painting, driveway and landscape We have addressed the door operation on 8/18/16, window well replacement on 8/19/16, drywall repair on 8/18/and window well drain installation on 8/25/16. I also exchanged contact information with the buyer to better communicate the process for future correspondence until we reach a resolution 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, *** *** Senior Home Care Specialist, Northern Colorado Richmond American Homes

7/14/ *** *** *** ***
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*** ** *** RE: Revdex.com Case # *** Dear *** ***: We contacted *** *** and are scheduled to do master bath tile repairs on July 18, As the homeowner's
are currently out of town we will be unable to inspect or address the other issues until July 18thOur area Home Care Representative, *** *** will meet with *** *** on July 18th to inspect her other issues. The hardwood floor was inspected March during the warranty period and found to be within standardsAs some of the issues have not been inspected we may need a second work day to complete items that meet warranty guidelines and agreement We apologize for any frustration our customer may have experienced and we are working to resolve the concernsWe will continue to communicate directly with the homeowners until all items have been addressed Please let us know if you have any questions Sincerely, *** ***
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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,
*** ***

10/25/17   [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   We contacted [redacted] directly on 10/13/17 and let him know his permit was still being held up at...

the county. Our area Home Care Manager, [redacted] also reached out to him by phone that same day. We told [redacted] that as soon as we received the clearance from the county we would begin construction. He was also told if he was not 100% satisfied we would let him out of the contract and refund his earnest money deposit. On 10/15/17 [redacted] reached back out to us letting us know that he and his wife had decided to not move forward because the process was taking longer than expected.  We apologize for any frustration our customer may have experienced and we have resolved his concerns.   Please let us know if you have any questions.   Sincerely, [redacted]

[redacted] [redacted]
[redacted]
[redacted]
[redacted]            [redacted]Dear Miss [redacted]:In reviewing
our records we realized that the information previously provided to the Revdex.com for
this case was incorrect as it related to a...

different customer. We apologize for
error and the confusion. In relation to Mr. [redacted] complaint, Richmond American
Homes has been in contact with the homeowner over the last week.  We are diligently working towards resolution
of still pending items on his home from closing and had GE and an electrician
review items at their home on January 3rd 2017.  After this meeting with the homeowner, we
have scheduled a work day for January 16th. It is out
hopes that we can resolve these concerns in as timely a fashion as possible.  Sincerely,[redacted] Home
Care Director[redacted]www.RichmondAmerican.com

December 21, 2016 Denver/Boulder Revdex.com Attention: [redacted]
[redacted]
[redacted]  RE: Revdex.com Case # [redacted]
[redacted]
[redacted]            [redacted]   Dear [redacted]: In response to the above mentioned Revdex.com complaint, Richmond American Homes has contacted [redacted]. We apologize for the miscommunication in work days. Work was scheduled for the 20th.   We apologize for any frustration or inconvenience our customer may have experienced with regards to this matter. Please let us know if you have any questions.  Sincerely, [redacted] Home Care Director[redacted]www.RichmondAmerican.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I accept their suggestions regarding the basement issues, and started a complaint with the RWC. I do have documentation that we were having issues with the basement back in March 2017, which puts us in our 2nd year. So I will see what they have to say when they respond. The roof is being addressed, and our wood floors, thank you. So the siding, the basement and window wells(and a few smaller issues) are still needing attention. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am writing to inform you that Richmond had agreed to do the work today starting at 8 am but they did not show up. Instead, after multiple calls and an email from me to them since morning, they just emailed me stating that the work will now be done on Dec 20th. Can you please reopen the complaint? Thanks. [redacted]=================================================...⇄ /> Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I can't accept this response as work to be completed on my home hasn't been done yet. Also the park situation aunt changed at all. I cam home today to a blue vehicle blocking my mail box to which I didn't recieved mail. I had a bulk delivery of mail yesterday but couldn't get Monday or Tuesdays mail due to blockage. Also I have a photo of a trade completely blocking my entire drive way. If someone was to have wanted to leave or come home we would have been tracking people down to accesses our home. It was never relayed how these recipes were supposed to be given to her. I will not settle this until all areas have been addressed.
Sincerely,
[redacted]

Denver/Boulder Revdex.com
","sans-serif">Attention:
[redacted]
Cherokee St
Denver, CO
80204-
Dear Miss
[redacted],
The [redacted]
closed on their home in the Carolina Chase community, legal lot 6, on June 9,
The home was built in Prince William County VA and all federal, state,
and county permits were received to start constructionAn occupancy permit was
issued at the completion of the home and Richmond American Homes delivered it
to the [redacted]The home came with a limited warranty issued by The Residential
Warranty Company, LLCThe warranty states that the first year Richmond
American Homes will address any claims covered under the limited warrantyThe
second year of the warranty states we address any interior systems related issues
in the home as defined by the limited warrantyYears three through ten states
any structural issues as covered by the limited warranty will be addressed by
Residential Warranty Company (RWC)All warranty claims in years three through
ten must be submitted directly to RWC in writingRichmond American Homes
instructed Mr[redacted] of this and also provided him with another copy for his
review
The entire
Mid-Atlantic region had experienced a record blizzard from January 22-24th of
A web request was submitted by Mr[redacted] on January 26, regarding a
roof leak and that he had someone coming to preform emergency repairsOn
separate occasions, a home care representative and I contacted him to let him
know that his limited warranty covering the roof had expired and explained how
to submit requests through RWCMr[redacted] was also provided the Residential
Warranty Company information which states that snow or ice buildup is the
Owner's responsibility
For your
reference a copy of the RWC warranty booklet is attached
Thank you,
[redacted]
Director of
Construction
Richmond
American Homes
Virginia
Division