Richmond American Homes

Dear Miss [redacted]:   I have contacted and discussed with [redacted] her outstanding items.   Some items have already been completed and we are scheduling the completion of the remaining items with [redacted].    Please let us know if you have any questions.  ...

Sincerely,   [redacted] Senior Superintendent, Utah Richmond American Homes

October 11, 2016   Denver/Boulder Revdex.com Attention: [redacted]     RE: Revdex.com Case # [redacted]    [redacted]     Dear [redacted]:   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 program. We cannot comment on other homeowner warranty claims. With regard to [redacted] request, the driveway has been inspected and only surface cracks were evident, which is typical behavior of the product and not considered a defect. Under the provisions of the limited warranty, concrete is excluded from any coverage which was explained to the customer. The limited warranty is disclosed and agreed to by the customer at the close of the home.   We have again attached a copy of the sample limited warranty program (RWC) that is provided to customers at time of contract. Please 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 denied. Please contact us if you need any additional information.     Sincerely,                                         ...⇄ [redacted] Home Care Director [redacted] www.RichmondAmerican.com

Complaint: [redacted]
I am rejecting this response because: Lee C[redacted] did not provide us with any documentation. He verbally discussed the issue and again, we didn’t sign off on anything from his visit. You have in fact stated several times that this is an issue of moisture being in the environment. Which would be correct, it is a bathroom with a running shower. However, the steps we take daily are above and beyond what any homeowner should have to take. Both bath fans run prior to using the shower, while using the shower, and a long period after taking a shower. We also must leave our bathroom door open and when weather permits the side bathroom window. These steps do not evacuate the moisture in the air. This is leaving us to the conclusion that something on Richmond America’s side was either not installed or spec’d properly for the space, on top of the lack of care taken when installing the tile. We have shown you pictures of the after effects of having the shower run for less than 5 minutes and Lee witnessed this himself. Richmond needs to investigate the reasoning as to why this is happening in our bathroom and assistance in the monetary value of fixing the problem. It is not normal, nor should it be your “standard” of living. Also, do you have our sign off at closing stating we received the 10 year warranty info? We have looked through all of our documentation and do not have the 10 year warranty info. Did we even get that? We do not recollect having this conversation with anyone and do not remember signing off on receiving it.
Sincerely,
[redacted]

8/1/17 [redacted]
[redacted]
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[redacted] RE: Revdex.com Case # [redacted]Dear Mr. [redacted] and I Placed a call to [redacted] on 7/24/2017 at 3:34PM requesting a list of items that remains outstanding....

To date we have not received a return call.  We will make another attempt this week. We would like a list prior to our meeting/inspection so we may be prepared.   After our meeting and inspection of the items we will schedule a work date to complete covered items that were submitted in writing to Richmond American Homes during the one year warranty coverage.  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns. We will continue to communicate directly with the homeowner.  Please let us know if you have any questions. Sincerely, [redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:There were multiple issues that need to be resolved but only one response was provided "an offer of $200 for two lazy-susans" - this offer would not be enough for us to hirer a contractor to correct the problem.1.  As indicated in the attached Richmond American document we are suppose to have a "Lazy Susan in each Corner Cabs", which we have two.  Also, as indicate when an item is applicable to only the "Kitchen" (an issue they used to try to justify their position) it is noted in parentheses e.g. "42" Upper Cabinets (kitchen)".  Also, you will note that when a feature is dependent on layout it is also noted by parentheses ("Bank of Drawers (featured is dependent on kitchen layout))" Neither of these comments are on the "Lazy Susan in Corner Cabs" line and, based on what we were told / shown in the Design Center - the Lazy Susan comes in an easy access corner cabinet (which we did not receive either!).  This was used to encourage us to "up-grade" to a "Signature Package" and pay out more than $3000 dollars!2.  At the time of our walk-through we notice that the cabinet containing the Microwave oven did not look like the drawings we were required to sign months earlier - it was missing a bottom drawer and the upper cabinet doors did not extend down to the top of the Microwave oven so there were to large hollow gaps above and below the Microwave - we had it listed in both our initial walk-through and our final walk-through -  as of today we still have not received a reply as to what Richmond American will do about it.3.  Having not received a reasonable offer to compensate or correct the mistakes we became frustrated and talked with our neighbors only to discover the same / similar approach being used on them with a similar result - No Action or no reasonable offer and, in our case the VP began to verbally attack us.Richmond American has many good people working for them and does a good job in most their activities.  However, we have experienced several issues dealing with their design center and VP of sales that in my opinion were miss leading practices and poor examples of communications. 
Sincerely,
[redacted]

8/27/14 Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: Revdex.com Case # [redacted] Dear Miss [redacted]: We contacted Ms. [redacted] directly on Mar 24, 2016. Our area Home Manager, [redacted] reached out to her by email. The home was...

completed in July 2013, and in August 2014 Richmond did some cement repairs to the home. As the home is outside the 1 year limited warranty, these repairs are no longer warrantable. [redacted] explained to Ms. [redacted], as outlined in the agreed upon RWC warranty program her request does not meet the guidelines for replacement. 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

Complaint: [redacted]
I am rejecting this response because: While it is true that we have been in contact with [redacted] about the reimbursement for the flooring and the roof there has been no mention or discussion about the windows. Now that we have had our first snow with wind and each window is letting air in around the frame we are more concerned than ever and again express our desire for the windows to be installed correctly. We are currently in discussion with the City of Aurora about the codes of the city for window installation as well and would appreciate if Richmond would step up and send someone out to install our windows correctly. The sliding glass door that was correctly installed after being incorrectly installed is not leaking any air at all. The response about the flooring was Richmond would "think about" refunding us the money that we had to pay to have a contractor install the floors. A inspector did come out to look at our roof and that occurred last week Wednesday and we have yet to receive any sort of update on what Richmond is going to offer to us to correct that situation.
Sincerely,
[redacted]

Please note this update was sent by our [redacted] team on 4/18 and we are delayed in posting this. Our apologies.  4/18/17 [redacted]   RE: Revdex.com Case # [redacted] Dear Mr. [redacted]:...

Richmond American has completed all but one of Mr. [redacted]’s warranty concerns; the last remaining item is a new set of exterior shutters.   Our office had placed an order for the new shutters which were delivered in the incorrect style and asked Mr. [redacted] if he would prefer the new style or to have us continue with placing another order of the existing style. Mr. [redacted] responded that he would prefer the existing style that is currently on his home; we have since reordered and are awaiting a delivery date.  [redacted], our [redacted], contacted Mr. [redacted] in an effort to resolve any additional concerns that he may have.  Please let us know if you have any questions. Sincerely,  [redacted] Richmond American Homes

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[redacted] Dear Miss [redacted]: We contacted Mr. [redacted] directly on April 9, 2016. Our area Home Manager, [redacted] reached out to him by...

email. The homeowner has asked for reimbursement for damage to a table and ceiling fan and we just received the costs and are processing a check request for that amount.  The customer also stated that there were other items that needed reviewed and repaired under the warranty and we are awaiting the list of items to schedule the work day for 5/2/16 per the request of Mr. [redacted]. 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 Home Care Manager Richmond American Homes

2/26/2016 Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: Revdex.com Case # [redacted] Dear Miss [redacted]: We have continued to work with Mr. [redacted] to complete work in his home. We completed the flooring repairs in the upstairs bathrooms and we also addressed the baseboards and the wall touch ups. We apologize for any frustration our customer may have experienced and we have worked to resolve the concerns. Please let me know if you have any questions. Sincerely, [redacted] Director of Construction, Phoenix Division Richmond American Homes [redacted]

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.  However, I would like to keep this complaint open until they actually perform the work as promised.  I have been trying to get this work done for over 6 months and at this point I don't trust them to follow through with their promise.Once the work is complete, I will gladly close the complaint.
Sincerely,
[redacted]

November 22, 2016   Denver/Boulder Revdex.com Attention: [redacted]
    RE: Revdex.com Case # [redacted]...

[redacted]            [redacted]     Dear [redacted]:   In response to the above mentioned Revdex.com complaint, Richmond American Homes has performed an inspection of the driveway on November 21, 2016.  Our observations noted some minor surface cracking and vertical displacement.       Richmond American Homes provides no implied warranties on exterior flatwork concrete but in keeping good customer relations, will typically warranty displacement only during the 1st year of occupancy.  Flatwork concrete is subject to movement with Colorado’s expansive soils conditions, repairs and replacements after the 1st year warranty expiration are the sole responsibility of the owners.  With [redacted] original closing date having been August 2013, all related warranties to flatwork concrete have since expired and Richmond American cannot assist with any further action.   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

8/7/2017 Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case [redacted]   Dear Mr. [redacted],                 The home of [redacted] closed in 2014. In October of 2016, division management sent a letter declining action on this driveway due to it not being covered under the RWC warranty. This request was declined for a second time on February 2017. The flatwork on the driveway is not covered by our Residential Warranty Corporation guidelines to which we adhere and were agreed to by the homeowner at closing. Please reference pages 3 to 5, section E, section L of the RWC document attached. The description of items not covered by the warranty includes as written, “The following are NOT covered under this Limited Warranty: 1. Loss or damage: defects in, but not limited to: …driveways; walkways; patios, porches and stoops not structurally attached…including streets, sidewalks, adjacent property and the like; or any other improvements not part of the Home itself.”   Please let us know if you have any additional questions.   Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
Sincerely,
[redacted]

10/26/16   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   We reviewed the contract signed my [redacted] dated 6/20/16 in addition to the email communication...

from our sales associate to the buyers.  As a result, we will be refunding the buyer’s earnest money per the contract, less the $250 processing fee.    We apologize for any frustration our customer may have experienced.   Please let us know if you have any questions.   Sincerely,   [redacted] Director of Sales Richmond American Homes

8/2/17   [redacted]   RE: Revdex.com Case # [redacted] Dear Mr. [redacted]   I Placed a call to [redacted] today 8/2/17 at 9:15 AM requesting Copies of reports from [redacted]...

[redacted] and there insurance company.  I agreed to review the reports and then set up a time to meet with the [redacted]’s and preform an inspection of the issues.    We are requesting reports prior to our meeting/inspection so we may be prepared.   After our meeting and inspection of the issues with the [redacted]’s we will address the issues as outlined in the agreed upon RWC warranty program.   We apologize for any frustration our customer may have experienced and we are working to resolve the concerns. We will continue to communicate directly with the homeowner.   Please let us know if you have any questions.   Sincerely, [redacted]

1/19/17   Revdex.com [redacted]
[redacted]
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[redacted] [redacted]   To Whom It May Concern:   We received a customer service request from Ms. [redacted] on Jan 16, 2017. Our area Home Care representative, [redacted]...

[redacted], received the case and immediately reached out to Ms. [redacted] on 1/18/17 at 9:23 AM and received no answer, so he left a voicemail. This is the second time we have received this request from this homeowner for a tripping breaker, the last time was 10/10/2016. The electrician that came out to the home on 10/14/16 diagnosed the breaker issue as a normal operation of an Arc Fault Breaker, with use of a vacuum. With this newest service request, there was no information provided other than a breaker tripping upstairs and downstairs. As this home was closed in 9/14/2015, we have offered to send out a supervisor to explore any other reasons why these breakers may be tripping. Our electrical trade partner has been made available on or after 1/24/17, pending we hear back from Ms. [redacted]. A second voicemail was left on the owner provided cell phone number on 1/19/17 at 2:20 PM.   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] Richmond American Homes

7/26/2017 [redacted]   RE: Revdex.com Case #[redacted] Dear [redacted], We contacted Mr. [redacted] on July 18th via voicemail and spoke directly with him on July 19th. We went over outstanding repairs to the...

shower and a tree replacement. At this time, inspections have been completed and we are working on the repairs for the shower and hope to have them completed as soon as possible. The goal is to have that item addressed within the next 15 business days. We apologize for any frustrations our customer has experienced. We are working diligently towards resolution and will continue to communicate directly with the homeowner until all items have been addressed. Please let us know if you have any questions.   Sincerely, [redacted]

5/26/17 [redacted] 
[redacted] RE: Revdex.com Case # [redacted] Dear [redacted]:We were first contacted [redacted] Realtor directly on May 8, 2017. Our VP of Sales, [redacted] spoke with her...

Realtor to discuss [redacted]’s concerns with the home and to reach a solution. We were then notified on May 10th that [redacted] desired to terminate her purchase agreement with Richmond American Homes. We provided [redacted] with a termination agreement on May 10th listing Buyer Remorse as the reason for termination. We set the expectation that Richmond American does not refund deposit for buyer remorse. We received an additional request to refund the deposit on May 16. On May 17th we responded we would refund her deposit if she signed the termination agreement.  We received the signed termination agreement on May 18. The refund was processed on May 19th and we contacted the Buyer to notify her to expect the refund check within two weeks. We consider the matter resolved.Please let us know if you have any questions.Sincerely,[redacted]

Dear Miss [redacted]: We have contacted Mr. May and have met with him in his home on May 12, 2016.   We have agreed about what items are outstanding and will determine a completion timeline and path to move forward.   Once complete we will ask Mr. May to update his complaint. 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] Senior Superintendent, Utah Richmond American Homes