Richmond American Homes

I would like everything  in our home to be fixed and fixed right they never seem to fix things right the 1st time it takes multiple  times to get things fixed right nothing  is done at a fast pace I would like it done like it was there own home for a change.in just want all the...

problems  fixed up to a new home standard .with all the thing stuff that's wrong with  this house you would think it's a used house  Frankly it's embarrassing to tell people  we bought a new Richmond American Home

11/11/2016   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]
* Dear [redacted]:   [redacted], Northern Colorado Division President, has been in contact with the homeowner. He is also...

working with the furnace company to help address the concerns. The home originally closed 3/20/2015. The one-year workmanship and materials warranty administered through Richmond American Homes had expired at the time of this claim. However, the manufacturer parts warranty is still in effect. We are working with the manufacturer and home owner to address.   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] Northern Colorado Division President Richmond American Homes

Complaint: [redacted]
I am rejecting this response because: I did not state I spoke with a different supervisor, I requested that Ms. [redacted]s supervisor resolves this claim.  At which time I would be happy to send over text messages and e-mails from her employees that Ms. [redacted] was uninterested in seeing.  We were told that the home was being held for us and I have proof of that.  We double checked that the appointment that we had on Sunday was fine for us to see the house and get the earnest money transferred.  Ms. [redacted] does not see any of this as an issue, but I do.  They lied to us, wasted our time and held our money interest free. 
Sincerely,
[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.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: This issue is NOT resolved as I am waiting on the service report from the trade as well as a response from the Richmond division president regarding future warranty. I also have yet to be reimbursed for you expenses per [redacted]. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/09/17) */
9/16/15

Denver/Boulder Revdex.com
Attention: [redacted] XXXXX-XXXX

RE: Revdex.com Case # XXXXXXXX

Dear [redacted]
We contacted [redacted] directly via phone. [redacted] the area project...

manager, worked with [redacted] to address her concerns and identified a plan to remove the trees in question. The trees were removed on September 17.
We apologize for any frustration our customer may have experienced and have worked to resolve the concerns.
Please let us know if you have any questions.
Sincerely,
[redacted]
Home Care Manager, Northern Colorado Division
Richmond American Homes
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Richmond Homes going the extra mile and reimbursing the buyer for the total cost of the removal of the trees. I appreciate your commitment to the buyer and to the neighborhood.

10/17/16   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   The new requests that [redacted] is referring to have now been addressed by Richmond American.  The back wall power wash is scheduled for this Wednesday, October 19, 2016.   The request regarding the drainage area in [redacted]’s front courtyard area will be addressed as follows: Richmond American will be raising the drain pipe approximately 2-3 inches to allow for better drainage from the courtyard patio.  The current drainage setup in [redacted]’s courtyard is within industry standard per the Nevada State Contractor’s Board; however, Richmond American has agreed to raise the pipe in order to accommodate the homeowner.  Richmond American will have 20 business days, excluding holidays, to complete the repair.  [redacted] will schedule the appropriate trades and notify [redacted] of the dates that the work will be performed.    Please let us know if you have any questions.   Sincerely,   [redacted] Home Care Manager, Nevada Richmond American Homes

8/25/17             [redacted]
[redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]   We have reviewed the documentation provided by...

[redacted] and the buyers have terminated their contract.  We processed a full earnest money return at their request.    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]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Though Richmond American Homes is working with me to resolve the original complaint, nothing has occurred yet. I believe a misunderstanding of damages has happened. There are more than one slat of wood that needs to be addressed not one as stated by Richmond American Homes. I have emailed a Home Care Manager of the details to date of this response. I request this complaint remain open until fully resolved.
Respectfully,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is correct that I already had 2 appointments
and for 3rd appointment no one showed up. But I completely disagree
that any efforts was made to take care of listed issues. Only couple of things
were fixed and this is why we are making new appointments again and again. The items
listed from July are still not fixed. I have new date of Nov 17th
but still no confirmation what would be fixed on Nov 17th. Below is
the list of open items after 3 attempts and I am sure that many will stay open
after Nov 17th as well. I am willing to wait and share updated list
with what was fixed after 4th attempt and progress made will be visible.
 
1.     
Bay window,
2.     
front door,
3.     
support pole for
tree,
4.     
basement window,
5.     
basement door
6.     
patio door handle
7.     
kitchen cabinets
8.     
stairs
9.     
missing net on 2
bathroom
10.  
Hardwood flooring
 
Thanks,
[redacted]   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Unfortunately, the rock isn't the only problem:  1. The front door is difficult to open. So difficult in fact, that neither one of my children are able to open the door on their own...when door is unlocked.2. The 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 everywhere. This was upgraded carpet with a 20+ year wear warranty.3. Gouges are in a few places on our hard wood floors prior to closing.4. They have made cut outs on the side wood on the stairs that are suppose to match up with the wood and baseboards, they do not. So I have two holes in the side wood going down the stairs and nothing in the holes.5. Paint is splotchy all over the house. There is paint on the hard wood floor.6. Baseboards in the majority of the entire house do not match up, so they are sticking out.7. The 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 door.8. Glue all over the trim and baseboards, instead of cleaning the glue, it was painted over, leaving bumps, and clumps all over the walls.9. Hard wood floor is sticking up in places, it is not flush as it should be.10. One of the cabinet doors has numerous holes in it that instead of replacing the door, just painted over it.11. Paint is on the glass door around the trim going out to the backyard.12. Most of the outlets are nearly impossible to get a plug into.13. Some 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 paint.14. The kitchen island is missing trim on one side, so there is a huge gap between the cabinet and the floor & bar.15. Construction 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 contract. I did not buy an as is home. There are more, but the bottom line is this: Richmond Homes did not follow through on their contract. They hurriedly and sloppily "finished" the home in order to close. This 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.
Sincerely,
[redacted]

August 15, 2016   Denver/Boulder Revdex.com Attention: [redacted]
[redacted]
[redacted]     RE: Revdex.com Case # [redacted]
[redacted]
[redacted]
[redacted]...

[redacted]            [redacted]
  Dear [redacted]:   In response to the above mentioned Revdex.com complaint, Richmond American Homes has reached out to [redacted] by phone and email. We are awaiting a return call so Richmond American may review these concerns as reference below:     Customer’s Statement of the Problem: We moved into our home of 2015 and have several warranty issues that still have not been fixed after well over a year of communications and false promises from Richmond. Our main issues are paint on the outside that began to peel off weeks after moving in. We also have doors and casings that have never opened and closed correctly (casings not level). We also have garage trim that was delivered in April but is still sitting in our rocks in the front yard uninstalled. Our garage door keypad was also removed in April and never reinstalled. We also have paint and texture issues all over the ceiling in the kitchen ever since we moved in. We have given up on getting many things repaired under warranty through Richmond, items such as drywall, paint, and hardwood floor problems; some of which were identified during our original walk through before closing on the house. Major items such as the outer house paint, doors, casings, ceiling texture and inside paint issues still need to be addressed by Richmond. I have been patient and allowed each of the 6 or 7 warranty reps that have been assigned to our neighborhood a chance to fix the problems. All have started out great but never fixed any major issues. We were supposed to have a one year walk through last month but have received zero communications from Richmond. For a new home at this price level I am disappointed in the build quality warranty service I have received. I will likely not consider another Richmond home in Once we have made contact with [redacted] we will work to address his concerns.   Thank you.   Sincerely,                                         ...⇄ [redacted] Home Care Director [redacted] www.RichmondAmerican.com

October 11, 2016   Denver/Boulder Revdex.com Attention: [redacted]     RE: Revdex.com Case # [redacted]    [redacted]    ...

Dear [redacted]:   In response to the above mentioned Revdex.com complaint, Richmond American Homes has twice reviewed and inspected [redacted] concerns related to the driveway.  During both inspections, it is evident that there are surface cracks; however, as is the conditions with Colorado soils, concrete will crack.  Under the provisions of the Limited Warranties, concrete is excluded from any coverage.  However, in keeping good customer relations, Richmond will typically replace concrete which would experience vertical displacement in excess of ½” during the first year of occupancy.  [redacted] driveway does not meet this criterion; therefore, Richmond Homes cannot assist with this request.     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 unsatisfactory to me.
 I have had troubles with my home for years and just now had enough.. 
Sincerely,
[redacted]

10/4/2016   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]: In reference to the above claim, we have been in contact with Mrs. Foreman and agreed to install pea pipe drains and a catch basin on each side of the yard to help with drainage concerns. We have addressed several other items in her home and will continue to work with Mrs. Foreman on future concerns which fall within the guidelines of her home warranty. Please let me know if you should need any additional information.   Sincerely,   [redacted] Home Care Supervisor Jacksonville Division Richmond American Homes

Initial Business Response /* (1000, 5, 2015/10/26) */
10/26/15

Denver/Boulder Revdex.com
Attention: [redacted]
1020 Cherokee St.
Denver, CO XXXXX-XXXX

RE: Revdex.com Case # XXXXXXXX

Dear Miss [redacted]
We were contacted directly by Mr. and Mrs. [redacted] at approximately 5:00pm...

on Friday 9/18/15. Our area sales agent, [redacted] spoke with them and contacted our home care director, [redacted] who scheduled a remediation contractor with Mr. [redacted] that evening. The sewage loss affected most of the first floor and required removal and replacement of laminate flooring, carpet and pad, baseboards, drywall, casing and trim. After removal of damaged materials we cleaned, dried out and tested to confirm the home was clean and ready to build back the repairs. All damaged materials original to home have now been replaced and the home owners moved back in on 10/14/15. The last item to complete is a replacement of the garage floor coating that was water damaged. This is scheduled for 10/29/15. Because of the inconvenience, the [redacted]'s received different flooring, and reimbursed for the temporary displacement from their home.
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]
Home Care Director, Northern California Division
Richmond American Homes
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All items have finally been fixed. All flooring was installed and our epoxy was completed on 10/29/15.
Although items were finally completed, it is pretty bad that it took writing to the business bureau and contacting the headquarters to get movement on this. We closed on the house in early September and didn't move into the house until 10/14/15. That is pretty unacceptable to say the least and it shouldn't take contacting external agencies to get communication and movement on the case.
I hope another customer of Richmond American does not have to go through an experience like this.

Dear Ms. [redacted]: During their loan process, Mr. and Mrs. [redacted] were denied by Home American Mortgage on 3/7/16.  Within twenty-four hours, they were contacted by our sales associate, Rob Morris, to discuss other paths to obtain financing.  The buyers decided that they did not want to continue their contract and a cancellation form was sent on 3/10/16.  The buyers did not want to sign the cancellation form because it did not formally state that their earnest money deposit was being refunded in full.  Although they were assured that Richmond American Homes would process a full refund of their earnest money deposit by the sales associate, the buyers refused to sign the cancellation form.  In order to comply with their request to terminate their agreement, we substituted their email requesting to be released from the contract for the signed cancellation form.  On 3/18/16, a refund check request was sent to our accounting department and the check was released on the same day and promptly mailed to the buyer. We apologize for any frustration our customer may have experienced and they should be in receipt of their full refund at this time. Please let us know if you have any questions. Sincerely, [redacted] Vice President of Sales Maryland Division Richmond American Homes

5/3/17 [redacted] 
[redacted]
[redacted]
[redacted] RE: Revdex.com Case # [redacted] Dear Mr. [redacted]:In reply to Mr. [redacted]’s response, he did not speak to a different supervisor. Once his concern was escalated, he spoke directly to me. We apologize if we caused confusion there.Unfortunately the municipality rejected the building permit as the selected bay window option encroached upon a required setback. We were therefore unable to build the home with these specifications and the customer was notified. When we spoke, I stated that due to this development we must abide by the contract terms that both parties signed.  Section 10.1 of the executed contract states:“Buyer acknowledges that the Home, as selected by Buyer, may not fit within the Property boundaries in a manner that complies with the Covenants, or with governmental or quasi-governmental regulations.  In such event, Buyer shall select alternate plans offered by Seller for the Lot or select an alternate lot if an alternate lot is available.  If Buyer and Seller cannot agree on alternate plans, pricing or other material matters related to the alternate selection, Buyer may terminate this Agreement, and the Deposit and Personalization Deposit shall be refunded to the Buyer.”Mr. [redacted] elected to terminate the contract and a full refund was offered.  The termination paperwork was sent on 4/9/17, Mr. [redacted] signed on 4/12/2017, and the termination was processed on 4/20/17.  The check has been sent to the buyer.  With regard to the customer’s interest in purchasing a different home, Richmond American Homes of Colorado has a policy that we do not hold or reserve homes without a signed purchase agreement and collected earnest deposit. Homes are sold on a first come first serve basis and the home Mr. [redacted] expressed interest in sold to another customer prior to his visit to the community. We are available to assist Mr. [redacted] with information about other available homes and communities if he is interested. Local representatives from the Richmond American HomeBuyer Resource Center are available 7 days a week to assist and can be reached during regular business hours at [redacted].Again, we apologize for any frustration our customer may have experienced. Please let us know if you have any questions.Sincerely,[redacted] 
[redacted] 
[redacted]
[redacted]

[redacted]
*
[redacted]
*
[redacted] Dear Miss [redacted]: We contacted Mr. [redacted] directly upon receipt on this complaint and reached an agreement with him regarding the...

countertops on 4/8/2016. Mr. Peterson closed on his new home on 4/12/2016. We apologize for any frustration our customer may have experienced. Please let us know if you have any questions. Sincerely, [redacted] Director of Construction, Phoenix Division Richmond American Homes ROC# [redacted]

April 25, 2017   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear Mr. [redacted]:   I contacted Mr. [redacted] directly on April 17, 2017. I met with him at his residence on the same date to...

review his concern about his sod. The home closed in August of 2016, at which time he addressed his concern with the Superintendent. Since then we have changed superintendents twice as well as his Home Care Rep. once. I believe his concerns were perhaps not addressed to a satisfactory point. During this time we had some staff turnover in the office as well which resulted in Mr. [redacted] not receiving a response to his on line inquiry. I explained this to him with my apology, and informed him we have made the necessary changes to prevent thisfrom happening again in the future. As I met with him, I explained to Mr. [redacted] that sod is not warranted after closing, but that I would have our landscaper take a look at it. The landscaper is scheduled for 4/18/17. I will be addressing at least a portion of the sod as I feel he may not have had the proper communication from us that he should have. I will discuss the results with him after the landscaper evaluates quantity and cost of 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] Richmond American Homes