Richmond American Homes

March 31, 2016 Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: Revdex.com Case # [redacted] residence [redacted]            [redacted] Dear Miss...

[redacted]: In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Mrs. [redacted] and reviewed the complaint with the following information: Richmond American Customer Care Manager, [redacted], met with both Mr. & Mrs. [redacted] on March 28th.  The inspection of the floor tile in the basement does have evidence of cracked tile and grout.  At this point in time, both parties entered into an agreement to monitor the flooring tile until the end of the first year warranty period, which at that time a final assessment will be determined as to the cause and amount of tile replacement necessitated.  The [redacted]’s concern with the hardwood floor gapping is consistent with the products natural expansion and contraction and within the industry standards tolerances.  No further action is required. We apologize for any frustration our customer may have experienced and we are working towards resolution of these concerns as quickly as possible. Please let us know if you have any questions. Sincerely, [redacted] Home Care Director 4350 S. Monaco Street, Denver CO 80237 www.RichmondAmerican.com

4/20/2017 [redacted] RE: Revdex.com Case # [redacted] Dear Mr. [redacted]:  [redacted] entered into a contract with Richmond American Homes on 5/25/13. At that time he acknowledged...

having received a copy of the limited warranty program specimen. The agreement stated:           “Homeowner’s Warranty.  PURCHASER HEREBY ACKNOWLEDGES HAVING RECEIVED, READ AND FULLY UNDERSTOOD THE LIMITED WARRANTY AND SPECIMEN COPY OF THE LIMITED WARRANTY AGREEMENT PROVIDED TO PURCHASER (THE “LIMITED WARRANTY”).  PURCHASER ACKNOWLEDGES THAT THE LIMITED WARRANTY IS BEING PAID FOR BY SELLER AND PROVIDED BY A THIRD-PARTY WARRANTY COMPANY.  SELLER SHALL HAVE NO RESPONSIBILITY TO ENFORCE PERFORMANCE OF THE THIRD-PARTY WARRANTY COMPANY AND SHALL HAVE NO LIABILITY WITH RESPECT TO THE THIRD-PARTY WARRANTY COMPANY’S NON-PERFORMANCE.  PURCHASER FURTHER UNDERSTANDS THAT ITS PARTICIPATION IN THE LIMITED WARRANTY PROGRAM IS AN ESSENTIAL TERM OF THIS AGREEMENT AND AGREES TO SIGN AT CLOSING ANY DOCUMENTS THAT ARE REQUIRED FOR THE ISSUANCE OF THE LIMITED WARRANTY.  THE LIMITED WARRANTY DOES NOT INCLUDE ANY COVERAGE FOR DAMAGE CAUSED BY IMPROPER CARE OR MAINTENANCE OR CARELESS ACTS OF PURCHASER OR HIS OR HER ASSIGNS.  PURCHASER KNOWINGLY AND VOLUNTARILY ASSUMES THE RISK OF ANY AND ALL DAMAGE OCCURRING IN OR APPEARING ON THE PROPERTY FROM AND AFTER THE CLOSING.” Please see the attached sample book of the RWC warranty specimen (Residential Warranty Company) as provided to the Revdex.com on 4/4/17. The sample warranty specimen outlines what is and is not covered by the limited warranty program.  Section 5L on page 5 explains that exterior flatwork is not included in the limited warranty. The crack was recently reviewed by the Warranty Manager and a Home care representative when they met with [redacted] at his home. His flatwork showed a non-displaced hairline crack and does not meet the criteria for replacement. This was communicated to [redacted] at the time of the meeting and again reiterated in an email. He said he was not happy with the answer and wanted it replaced. We apologize that the customer is not satisfied but the crack in the driveway will not be addressed under the terms of the limited warranty which [redacted] was provided at time of contract in 2013. Please let us know if you have any questions. [redacted]
  Tell us why here...

Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint, Richmond American Homes has reviewed Mr. [redacted]’s rebuttal and rejection of response.  Nevertheless, Richmond American still cannot assist with this request for installation of an expansion tank nor any reimbursement of costs associated with the sump pump.  With original closing date having been May 2014, any warranties provided through Richmond American has since expired.  If the expansion tank would have been required by code at the time of construction, the local building official would have failed the plumbing inspection and certificate of occupancy would not have been issued.  Mr. [redacted]’s home has met these requirements with regards to the expansion tank at time of construction.   Richmond American Homes must once again deny any further action or assistance with regards to this matter.        Sincerely,                                         ...⇄   [redacted] Home Care Director 4350 S. Monaco Street, Denver CO 80237 www.RichmondAmerican.com

Dear Miss [redacted]: In response to the above mentioned Revdex.com complaint, Richmond American Homes had met with Mrs. [redacted] on March 19, 2016 to inspect a concern with minor squeaking at the master bath tile floor.  During the inspection, it was noted that previous repairs were performed in an...

attempt to alleviate some squeaking.  Although it was conveyed to Mrs. [redacted] during this inspection in that per the provisions of the limited warranty documents, squeaking to some extent is normal and to be expected, and a squeak free home cannot be guaranteed.  As a courtesy, Richmond American had agreed to a 2nd attempt in minimizing the squeaking.  These repairs have been completed, however, at this point in time, and in accordance to the warranty documents, Richmond American cannot address this matter further as referenced by the RWC Limited Warranty; page 10; paragraph 2.3. We apologize for any frustration our customer may have experienced with regards to the matter. Please let us know if you have any questions. A copy of the warranty book is attached for your reference. Sincerely, [redacted] Home Care Director 4350 S. Monaco Street, Denver CO 80237 www.RichmondAmerican.com

February 21, 2017 Revdex.com RE: Revdex.com Case # [redacted] To Whom It May Concern:   Mr. and Ms. [redacted]’s home passed all state and local code inspections and closed on December 31, 2010, making it 6 years 1 month old. Standard warranty items were addressed during the first two years of...

the warranty period as part of the [redacted]) guidelines.  The basement experienced water during construction and all precautions were implemented in order to dry the home once power was available and then passed all local inspection requirements. Her other major complaint was regarding the air conditioner. At the time of close, we recommend to all buyers who close in the winter to contact the HVAC trade during the spring before the weather gets too hot. The HVAC trade becomes very busy during the first hot spell when air condition is needed due to the high volume of service calls. Air conditioning isn’t considered an emergency and Ms. [redacted] was scheduled for the first available appointment when she called to report that the a/c wasn’t working back in 2011. We also have records of preforming an air quality tests in March of 2014 (outside the warranty) when concerns of mold were raised. All mold test results came back negative. Richmond American Homes received a [redacted] message from Ms. [redacted] on Feb 6, 2017 regarding an issue with her roof.  On Feb 7, 2017 our home care representative, [redacted], stopped by the home to review the issue of the roof. At that time the roof concerns were discussed and it was explained that given the age of the home and terms of the agreed to warranty program, Richmond could not make the repairs. The only remaining warranty, due to the age of the home, is the 10 year structural warranty in which roofing materials do not apply. We apologize for any confusion regarding the warranty guidelines, but the matter of the roof is considered homeowner maintenance. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/07/13) */
7/13/15

Denver/Boulder [redacted]
Attention: [redacted]
[redacted]
[redacted] XXXXX-XXXX

RE: [redacted] Case # XXXXXXXX

Dear [redacted]
We contacted[redacted] on 7/9/15 by phone correspondence to notify her that...

the resolution for the remaining items is scheduled for 7-16-15. On that date we have scheduled the electrician, trimmer, painter, and flooring company to perform work, we have also scheduled inspections for the garage door company and landscaper, as well as asked for the plans to determine roof vent count and placement. The debris under the carpet will be inspected by the flooring company on that date as well. The buyer was made aware of the scheduled appointments on 7-7-15 and again on 7-9-15, and was given a case report on 7-7-15 confirming all trades that were scheduled.
We apologize for any frustration our customer [redacted] have experienced and we are working to resolve the concerns.
Please let us know if you have any questions.
Sincerely,
[redacted]
Home Care Manager, Northern Colorado Division
[redacted]

July 20, 2016   Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039   RE: Revdex.com Case # [redacted]
[redacted]
[redacted]  [redacted]   Dear [redacted]:   In response to the above...

mentioned Revdex.com complaint, Richmond American Homes has reached out to [redacted] and our Customer Care team will be in contact with him to complete any remaining issues associated with the previous roof repairs to include inspection of the driveway flatwork concrete and other related concerns as provided under the terms of the limited warranty.     Please let us know if you have any questions.   Sincerely,       [redacted] Home Care Director [redacted] www.RichmondAmerican.com

Complaint: [redacted]
I am rejecting this response because: As per independent roofing companies the roof was not installed correctly. It happened to all the houses in our row which are the same model. Richmond conveniently ignored the rest of the issues in my email - dry mold in the closet floor and rotten wood on the front staircase. It's the sheer volume of things wrong in a 6 year old house and the time, effort and money we have had to spend on it.
Sincerely,
[redacted]

9/19/17   [redacted]   [redacted]   Dear [redacted]   We have been in contact with Mr. & Mrs. [redacted] and have fully outlined the price changes made. ...

In July, the Phoenix Division made a change to the base price and incentive policy, and as we shared with the buyers, the sales incentives offered were removed and the base prices were reduced accordingly.   Mr. & Mrs. [redacted]’s complaint was premised on the buyer’s understanding that incentives created an equity position.  In reality, the buyers’ net price remained $1,000 better than had they purchased at the time of their complaint.  Since then, an additional price increase of $3,000 has improved the buyer’s position by a total of $4,000.   We have also addressed the buyer’s complaint with their Realtor who fully understands the issue and that her clients were not harmed.  The buyer’s Realtor is in full support of Richmond American Homes, and has offered to speak to the buyer on multiple occasions.  At this time, there is nothing further that Richmond American Homes is prepared to offer the buyer.   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, [redacted]

Complaint: 11032686
I am rejecting this response because: the inspector in his report said it was soil.  this should be covered. everyone can see the dark area's throughout our home.  we have done everything required.  this was reported 14 months after move in.  no, Richmond America is not at fault for the quality of carpet they sold me at their showroom  I paid Richmond America for the upgraded carpet.  however, because [redacted] will not honor their warranty for soil, wear, retention whatever the dark tracking area's throughout our home that Richmond America built.  they should back up the products there sold me when the manufacture will not.  again, everyone can clearly see this is not normal. and because the sub contractor that Richmond America used is out of business, which is not my fault because I never used them paid them are bought the upgraded graded carpet from them, I bought it from Richmond America then the company's responsibility Richmond America should back up their products that Richmond America sold me. our new carpets will cost me $7,962.00 from Lowes they have in writing if this happens and the carpet company will not back up their own warranty then Lowes will step in and take care of it. and because the sub contractor went out of business I can not file a warranty issue.  they must, because I did not buy the carpet direct from [redacted].   if it came out with regular maintenance and cleaning as we have done.  I wouldn't be filing this complaint.  but everyone can see it   I want my money back.  for the upgraded carpet.  a good company would assist me with [redacted] to replace.  Richmond America did not.  Richmond America keeps pointing fingers at someone else, another company which is out of business.  this is not normal for a carpet to do this in just 14 months.  my wife and I live alone, retired don't go out much don't have much company.  so really.  we had 3 new homes and never once did this happen.   if you want all the paper work for cleaning, emails, pictures etc. for communicating this with your las Vegas office I will gladly provide.  this will not be the end. I must use all possible   thank you
Sincerely,
[redacted]

8/25/2017   [redacted]   RE: Revdex.com Case # [redacted]   Dear Mr. [redacted]:   We have reviewed the A/C unit installed in the home of [redacted] and find that it is operating...

within industry standard. We size our equipment using a Manual J thermal load calculation. This is the method required by code and has to be completed and analyzed by the building department before we receive a building permit. The unit placed in the home of [redacted] was analyzed during the process of obtaining a building permit.   Our designs are compliant with 2015 [redacted] standards.  Our load calculations are also done as a total possible case scenario, meaning that all optional windows, walkout basement, extended living areas, and orientation are taken into consideration.  The idea is that if a system is sized for the full case scenario then it will be sized correctly (or slightly oversized) for all other configurations.   House orientation, shape, insulation, fenestration (windows), climate and geographical data, ventilation type, tightness, appliance load, number of occupants, and type of home (ranch vs multi-level) all are factors that affect the load on the house.  Therefore, it becomes difficult to compare two homes based only off the square footage.   The  A/C unit size has been reviewed and found appropriate for the home. We apologize for any frustration our customer may have experienced.   Please let us know if you have any questions.   Sincerely, [redacted]

March 2, 2017       [redacted]     RE: Revdex.com Case # [redacted]           [redacted]     Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Mr. [redacted] and continues to work to address the agreed to items in his home.   We understand the warranty process and scheduling repairs can be frustrating and apologize for any inconvenience to our customer. We will continue to work with the customer until the agreed to items are completed.       Sincerely,       [redacted]

10/19/2016   Denver/Boulder Revdex.com Attention: [redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   We contacted [redacted] directly on October 14, 2016. Our Director of Home Care, [redacted] visited...

the home and discussed the tire concerns on the telephone.    After looking at the area [redacted] spoke with our Construction Manager and Senior Home Care specialist to keep an eye out for any construction debris and/or trades that may park in the area of the driveway.  [redacted] drove by the home on 3 different days and times since and found no cars blocking the area. The area of the gate does have a board in that area which was removed to allow full access to the gate and for the garbage cans.     Although it is not our policy to reimburse for tires as the damage could be from any street, [redacted]
[redacted] asked the homeowner to send any the receipts for further evaluation.  The receipts have not been received to date.   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,   [redacted] [redacted] Director of Home Care, Tucson, AZ Richmond American Homes

Complaint: [redacted] met with my property manager this morning. Per my PM, [redacted] did address a few items and will schedule a time with me for the remaining items. Once all items are completed to my satisfaction I will then see the matter as resolved until then this case is still open.
Sincerely,
[redacted]

10/6/16   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   Our Division President, Vice President of Operations, as well as the community Home Care Specialist have...

all been in communication with [redacted] regarding his concerns via email and phone calls on a very consistent basis.   The courtyard pavers and drainage issue that [redacted] is referring to have been completed as well as the exterior window clean and screen replacement.  [redacted], Vice President of Operations, has also mailed and emailed a letter to [redacted] stating that Richmond American will warranty the drainage repairs for 1 year as long as the area remains unaltered.   In reference to [redacted]’s vehicles having stucco overspray on them, our Senior Superintendent has relayed to the homeowner that Richmond American will reimburse for car washing.  As of this date, our office has not received any invoices or receipts from the homeowner in order to process the reimbursement.   At this time, [redacted] has submitted 2 new warranty requests which are in the process of being scheduled; installing a cover for the front yard drain pipe and removing stucco overspray from his block wall.  We will be contacting [redacted] once we receive firm schedule dates from our trade partners.   Richmond American is committed to our warranty and to completing any work that is needed in [redacted]’s home and/or property.  We are confident that we will have all of [redacted]’s written requests addressed and completed as quickly as possible and will continue to provide him with updates as needed.   Please let us know if you have any questions.   Sincerely,   [redacted] Home Care Manager, Nevada Richmond American Homes

9/29/2017   [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   Although Richmond American is affiliated with [redacted], we are not the...

same company. Accordingly, we sought information relating to the loan process before preparing this response.   We are informed by [redacted] that the [redacted] family prequalified for an FHA loan at the time of initial application. Unfortunately, due to their credit history, they did not qualify for the Conventional loan they wanted. On February 28, 2017, [redacted] sent the borrowers a Loan Estimate and Uniform Residential Loan Application for a 30-year fixed-rate FHA loan, which they signed and returned April 24, 2017.    After several months and upon reconsideration, the family’s credit scores had improved and [redacted] attempted to contact the Juarez’s to notify them that they now qualified for a Conventional loan. [redacted]’s phone calls were not returned.   The Richmond American sales team was advised that the [redacted] family had been re-qualified for a Conventional loan with an unaffiliated lender and would no longer be financing the purchase of the house with [redacted]. Using our affiliated lender is an option that is made available to our customers and is never required. However, the incentives the [redacted] family contracted for (closing cost assistance and structural option costs) were originally only offered in connection with the use of our affiliated lender, [redacted]. At that time, Richmond American offered the family a special exception that would allow them to use the non-affiliated lender and keep their incentives.   We do not know the payment options presented to the [redacted] family or what type of loan they were offered by the outside lender. Notwithstanding their qualification for a loan, and our provision of the incentives, and the fact that we had built the house in reliance on their qualification, the Juarez’s have demanded return of their earnest money deposit.   As with many real estate contracts, Richmond American’s contract states that the earnest money deposit is nonrefundable in the event of cancellation. As a builder, we have spent hundreds of thousands of dollars to build this home and the earnest money deposit helps us offset the costs expended if the contract is terminated by the homebuyer. Cancellations can and do happen for a variety of reasons, including buyers not being approved for the specific loan type they desire.   This earnest money deposit is paid to us, the builder, and is paid regardless of which mortgage lender a homebuyer selects. It is tied to the contract for the home, and the fact that Richmond American is putting money and time into building that home. The earnest money deposit is not paid to [redacted] at any point.

Revdex.com:I have been in contact with [redacted] Heating and Air, the company that installed the unit, and have found them much more courteous and accommodating than Richmond. [redacted] checked their records and saw that the unit had been serviced last summer and that the work was not completed. [redacted] is also going to fix the unit under the same ticket that was initially started while the unit was under warranty. They are demonstrating great customer service where Richmond didn't even have the decency to elaborate and tell me that they had [redacted] work on the unit the last time it failed. Had I known that, I would have been much more patient with Richmond's poor communication and terrible customer service. I hope Richmond follows the example of some of their contracted companies who actually know how to treat a customer.If Richmond extends "the same warranty and courtesy" to all of their customers, I feel sorry for the rest of their customers.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Miss [redacted]: We are working to stay in contact with Mr. [redacted] to help resolve his issues. However, he is currently residing out of the country, so communication and scheduling work has been difficult. 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, [redacted] Denver Division President Richmond American Homes

August 3, 2016 Denver/Boulder Revdex.com Attention: [redacted]
  RE: Revdex.com Case # [redacted]            [redacted] Dear [redacted]: In response to the above mentioned Revdex.com complaint rejection from [redacted], Richmond American Homes has fulfilled its obligation as promised. The tree has been replaced as of July 29.  Our apologizes for any inconvenience and please let us know if you have any further questions related to this matter.  Sincerely,    [redacted] Home Care Director[redacted]www.RichmondAmerican.com

August 14, 2017[redacted]     [redacted]            [redacted]  ...

  Dear [redacted]:  Dear [redacted]: Richmond American Homes inspected the concerns of homeowner [redacted] on Friday, August 11, 2017 as related to the front stone of this residence. We responded to [redacted] August 14, 2017 that the installation and aesthetics are acceptable and well within the industry standards under the provisions of the Limited warranties and Richmond American cannot take any further action.     Please let us know if you have any questions. Thank you.   Sincerely, [redacted]