Richmond American Homes

November 28, 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 is currently in the process of scheduling an appointment with [redacted] to meet and review these concerns as noted in the above mentioned complaint.  As soon as we have scheduled and reviewed these concerns, Richmond American will forward an update to the Revdex.com.   Thank you and 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

Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint related to [redacted]’s rejection to Richmond American Homes original response, regrettably, Richmond American must adhere to our original denial in that any attached warranties related to these issues has since expired and no longer covered under the provisions of the limited warranty documents.   Thank you and please do not hesitate to contact me should you have any further questions related to this matter.     Sincerely,                                         ...⇄       [redacted] Home Care Director [redacted] www.RichmondAmerican.com

Complaint: [redacted]
I am rejecting this response because: The problem with the letter, it has excluded the area area of the erosion. There is a 10 foot by 6 foot area in the front yard, which has already killed one tree.
Sincerely,
[redacted]

July 26, 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 had indeed made a previous commitment to [redacted] in replacement of his tree.  Unfortunately, this did not transpire as we had hoped last year. However, a Richmond American representative contacted [redacted] last week to follow up on our commitment to replace the tree. It will be scheduled as quickly as possible.   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

[redacted] closed on his home October 18, 2012. At that time he signed paperwork stating stains and soil of carpeting will only be addressed by Richmond if it is documented prior to moving in. At closing, the carpets were not, nor reported to be, soiled. [redacted] signed off on the paperwork. Additionally, the 1-year limited warranty expired on [redacted] home in October 2013. He filed a complaint regarding his carpeting after that time. As previously stated, Richmond American Homes had an independent flooring inspector look at [redacted] home on February 10, 2014. The inspector did not find the soil on [redacted] carpeting to be the fault of Richmond American Homes, and denied his claim. We will not reimburse [redacted] for his flooring as his initial request was outside the warranty period and “soil” falls under homeowner maintenance, which the customer agreed to and signed off on at the closing of his home. Multiple inspectors came to the same conclusion. A warranty sample book, signed warranty paper work, and the inspector’s reports are attached for your reference. Please let me know if you need any additional information. Thanks, [redacted] Nevada Home Care Manager Richmond American Homes

Initial Business Response /* (1000, 5, 2015/09/30) */
9/30/15

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

RE: Revdex.com Case # XXXXXXXX

Dear [redacted]
We contacted [redacted] and [redacted] on 9/29/15 by phone correspondence to...

notify them that we have a start date of September 30th for the concrete issue with a planned completion for 10/1/15, subject to weather conditions. We have also reached out to the landscaper to provide a bid for the work in question. We will try to resolve the landscape issue by 10-12-15, subject to weather and trade availability. We communicated with [redacted] on 9/30/2015, confirming all trades that were scheduled.
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 Manager, Northern Colorado Division
Richmond American Homes

12/6/2016  Revdex.com of Central Florida Attention: [redacted]
[redacted]
[redacted]  RE: Revdex.com Case # [redacted]   Dear [redacted]:   We have contacted [redacted] directly on December 2, 2016 regarding the complaint. Several members of our...

team have been in direct communication by telephone, email and text messages.   We are in the process of finishing the home and we are working towards a timely delivery.  We are working with [redacted] to make sure that the home is completed in accordance with his contract prior to closing. We will continue to provide status updates to our customer.   We apologize for any frustration the [redacted] have experienced and we are working to resolve the concerns and make sure they are satisfied with their new home.   Please let us know if you have any questions.   Sincerely,   [redacted] Division President, Orlando Division Richmond American Homes

[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]

1. The yard was not done right. The yard is sinking where the electrical line was replaced. The plant that was removed and thrown to the side was not replaced with the same plant.                    2. [redacted] stated that he would fix the ceiling where it was not finished correctly." He said that his guys were to busy to do the job, that if I could find a contractor to do the job I would be reimbursed. I could not find anyone to do that small of a job, Thank God I didn't find someone because I can't rely on any ones word.  He said he would let me know when he could get someone to finish it. He never called back and I had tried to contact him. I was told that the reason the ceiling looks so bad is because they needed to primer it and the paint doesn't match that your painters used.                             �...⇄ . [redacted] also stated that we would be reimbursed for the food that was spoiled because of the electricity was out for so long.                                                       ...⇄   4. I am not asking you to landscape my back yard. I am asking you to reimburse us for the cost of us having to hire someone to finish what we could not finish, because we lost 6 weeks of summer. The electricity went out twice because Richmond wanted to replace a fault and not the whole electrical line. The companies that delivers dirt only places it on the driveway, which we did  not have one because the electrical line had to be ripped up twice.                                                                                                                                                                                                                                                                                         I can't understand how Richmond doesn't care that they have put our family out several times. Not having electricity is a big deal when you have children to feed and just ever day trying to get things done, but unable to do them because you have no electricity." [redacted] said that he would do what ever would make us happy, because of all the issues."

11/15/17   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear Mr. [redacted]: We attempted to contact the [redacted] directly on three different occasions via phone. We have agreed in writing to...

them that we will reimburse them for their $500 deductible and have sent them a release that needs to be signed before we provide them with the reimbursement. We have not had the release returned to us nor any response to our voicemails left on 11/2/17 and 11/3/17.   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] NCO Home Care Manager Richmond American Homes

Initial Business Response /* (1000, 5, 2015/08/21) */
8/21/15

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

RE: Revdex.com Case # XXXXXXXX

Dear [redacted]
We contacted directly with [redacted] on the morning of 8/21/15 via phone. Our...

area warranty Manager [redacted] reached out to him. [redacted] addressed the homeowners concern and identified a plan to address the items needing replacement. A replacement will be ordered and be delivered to the construction office to be painted. The homeowner will be notified once the replacement part is ready to set a schedule date for the work.
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 Manager, Northern Colorado Division
Richmond American Homes
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
For the time being, I accept this response. However, I've heard this before from [redacted] at Richmond American. He told me the shutters were on order many, many times. When [redacted] contacted me, he said no shutters were ordered. I don't appreciate being lied to and I feel [redacted] actions warrants disciplinary action, but that's up to them and not related to this case.

2/29/2016 Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear Miss [redacted]: We contacted Mr. [redacted] in regards to his water bill and have worked with him to come to a resolution. We let him know that this was a...

water district issue but we would help since the water district is not taking responsibility. 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 Manager, Washington Richmond American Homes

Initial Business Response /* (1000, 6, 2015/11/20) */
11/20/15

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

RE: Revdex.com Case # XXXXXXXX

Dear Miss [redacted]
We contacted the [redacted] on Tuesday November 17th to schedule...

an airflow test for Thursday November 19th with Home performance solution. Once we receive the test results we will determine what, if any, adjustments need to be made to the HVAC system. A work date will be scheduled for any remaining items once we receive these results.
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]
Vice President of Operations, Southern Colorado Division
Richmond American Homes
Initial Consumer Rebuttal /* (3000, 8, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The air flow test does not match what an HVAC engineer and 4 HVAC contractors state, which is that the unit is blatantly to small for the house and the duct work is incorrect for air flow to reach the second floor. Even [redacted] with Home [redacted] stated that the variances from room to room in the house where uneven. We have provided two months of research from said HVAC professionals including [redacted] Heating and Cooling, Richmond contractors that installed the system and all state that without bigger equipment with variable speed motors and rerouted ducting, nothing will change in the house and the unit will fail. The static pressure test performed by [redacted] showed that the unit is working at a .70 WC and is only engineered for .50WC which means the unit is overheating as it did on November 4, 2015 at 4:30am causing a safety switch to shut down the furnace. It also means that the A/C will continue to overwork and overheat in the summer causing it to freeze up with large chunks of ice on it. Also, the fact that we received an email from the Richmond sales associate in June 2015 stating that this was a problem before we closed on the house in April 2015 and not one person ever mentioned that or disclosed that information. This matter can only be resolved when the HVAC is replace with the above mentioned equipment and the ducting work fixed as well.
Final Business Response /* (4000, 10, 2015/12/02) */
11/30/15

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

RE: Revdex.com Case #XXXXXXX

Dear Miss [redacted]
Richmond American Homes had a third party energy inspector conduct an HVAC airflow test on 11/19/2015 at 9:00am. This test was performed on a day with a 40 degree (Fahrenheit) temperature difference between outdoor and indoor conditions. Based on this test performed at the [redacted]'s residence, we have determined that the system is working as designed and all of the temperatures in the rooms are within tolerance. We communicated these results to the homeowner on 11/23/2015. At this time, Richmond American Homes does see a need for further action.
The report from the HVAC flow test is attached for your review and reference. We apologize for any frustration our customer may have experienced.
Please let us know if you have any questions.
Sincerely,
[redacted]
Division President, Southern Colorado
Richmond American Homes

10/13/17   [redacted]
[redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   Richmond American Homes does not discuss individual homeowners with other customers. In the case of this and similar situations, Richmond American Homes does retain earnest money.   This decision is based on the agreements within the signed and executed purchase agreement. Therefore, the buyer’s earnest money will be retained.   Please let us know if you have any questions.   Sincerely, [redacted]
[redacted]

August 21, 2017   Denver/Boulder Revdex.com Attention: [redacted]
[redacted]     RE: Revdex.com Case # [redacted]
[redacted]
[redacted]            [redacted]     [redacted],   Richmond American homes has reached out to [redacted] on 2 separate occasions (July 21st & 26th ) in attempts to schedule an inspection between myself and the [redacted]’s. The members of the Home Care department are the best available contacts to address any warranty repair concerns as they are most familiar with the history and materials. [redacted] no longer works in this division and therefore can no longer assist with this homeowner issue.   We will continue to work towards resolution for this concern with the existing team members available. Upon the inspection between myself and the homeowners, further applicable actions will be scheduled.   To date I have not yet received confirmation to my request for a meeting date but will continue our efforts to bring resolution to this matter.    Thank you.       Sincerely, [redacted]
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 6, 2015/10/16) */
10/16/15

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

RE: Revdex.com Case # XXXXXXXX

Dear [redacted]
Our field staff met with [redacted] and had work scheduled for October...

13th. Unfortunately, there were some continued failures with the work scheduled. I have spoken to [redacted] and have an appointment set up for Monday October 19th. We will continue to work with [redacted] until final resolution.
We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
Resolution of all customer complaints is very important to us. Please do not hesitate to contact us if you have any questions in regards to this or any other matter.
Please let us know if you have any questions.
Sincerely,
[redacted]
Director of Home Care, [redacted]
Richmond American Homes

Dear Miss [redacted]: We had contacted Ms. [redacted] on 3/22/16 by phone correspondence and email to notify her that we would inspect her concerns regarding drainage and provided her with a copy of the final grade certificate approved by the city. Richmond was able to inspect her drainage concerns on...

3/28/2016. At the inspection it was noted that the rear landscaping had still not been completed by the home owner which has caused erosion to occur to the swale and alter the grade. The home owner had also modified the sump discharge from the original approved design that was approved prior to certificate of occupancy. Richmond referred the Home owner to review their RWC Limited warranty manual page 6 sections 2a, b, and c in regards to erosions and modifications to existing grade swales and drainage patterns. We apologize for any frustration our customer may have experienced and Richmond provided a final resolution in regards to this concern on March 28th 2016 Please let us know if you have any questions. Sincerely, [redacted] Home Care Manager, Northern Colorado Division Richmond American Homes

10/7/15

[redacted]
[redacted]

Dear Miss [redacted]:
Our Home Care field staff met with Mrs. [redacted] on September 28th. After review of her concerns we have scheduled a work day for...

October 8, 2015. In addition, we will continue to work with Mrs. [redacted] until final resolution.
We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
Resolution of all customer complaints is very important to us. Please do not hesitate to contact us if you have any questions in regard to this or any other matter.
Please let us know if you have any questions.
Sincerely,
[redacted]
Director of Home Care, Denver Division
Richmond American Homes

11/1/17   [redacted]
[redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   We contacted [redacted] directly on 10/31/17. Our area Home Manager, [redacted] reached out to her by...

phone. The home was completed on 8/28/17, and during the closing procedure of the home Richmond American Homes identified some cabinet repairs that needed to be done in the home. We have agreed to these repairs and are in the process of receiving the needed parts to complete this and some other minor issues our customer brought up on the phone. These new items will be addressed 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.   Please let us know if you have any questions.   Sincerely, [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: #1: we asked if all windows and sliding doors came with a screen since screens are not ever shown on models. We only added the $8,000 stacked sliding door option, since we were told it came with a screen and the screens are never shown on RAH models. WE NEVER WOULD HAVE ADDED THEIR $8000 UPSELL HAD WE KNOWN WE WOULD HAVE HAD TO PURCHASE A $3,000 CUSTOM SCREEN LATER! We asked and sales told us screens came standard with all sliding doors. We would have chosen the free option had we been told the truth. Our neighbor was also told the same thing as this is not hearsay. It is not disclosed anywhere on the paperwork the screen was not included with this specific door, so why would we know this? Especially since we clarified with their sales team? If screens are included standard on sliders and the customer asks if they come with the door we were installing on our house, where did we go wrong?#2: we asked our Superintendent (when the stacked sliding door was installed) why the screen wasn't on the door. He said it would be installed closer to closing. Our neighbors were also told this by the same super, so again, this is not hearsay.My questions is: WHY DOES RAH REFUSE TO TAKE RESPONSIBILITY FOR THEIR MISTAKE?We understand it was a new product for them and they failed to train their employees. I also have an email from another sales associate telling me the manufacturer can add it post install. Again, their employees are still not trained, even though I have complained to MULTIPLE employees and management for over 1 year, all in writing. I spoke with the manufacturer and they can't do it, except at time of manufacturer, in their plant. This Richmond sales person sent me this email, after I closed and posted it on social media. Instead of asking for a credit of $8,000 for being lied to on the door upgrade, we are simply asking them to make it right. If they continue to refuse to take ownership for their mistake, we will sue for a credit of $8,000 plus the cost of the $3,000 screen.
Sincerely,
[redacted]