Richmond American Homes

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[redacted] Dear Miss [redacted] We contacted Mr. Hansen on 2-12-16 via email to notify him that we had received the Revdex.com concern. We contacted him again on...

2-16-16 via phone to follow up on their remaining items. We have corrected the issue in regards to the appliance installation which was completed on 2-12-16, and all remaining work has been scheduled with the customer for 2-25-16. We apologize for any frustration our customer may have experienced and we are working to resolve their concerns. Please let us know if you have any questions. Sincerely, [redacted] Home Care Manager, Northern Colorado Division Richmond American Homes

[redacted]   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 contacted [redacted] and has an appointment scheduled for Friday, September 23rd to inspect the concerns with the rails. The appointment is to determine the best course of action to bring resolution to this issue.     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

Hey [redacted],   1.       I am working with a third party inspector for the window inspection, once I have some dates I will get with you guys to schedule 2.       I have requested the information from the engineer regarding the roof; the second I have something I will get with you on the results 3.       Richmond has agreed to the $250 reimbursement, you will receive a letter in the mail on the next steps 4.       I have a call into the electrician for notes from their last visit around 11-21-16, if needed, I will schedule them the same time as the window inspection   All the best,     [redacted] Home Care Manager PH: [redacted]

11/1/17   [redacted] RE: Revdex.com Case # [redacted]   Dear [redacted]: The home of [redacted] closed over a year ago. [redacted], Division President, contacted [redacted] directly on...

10/26/2017 to discuss her concerns. [redacted] explained to the homeowner that screens are not a part of the sliding doors we installed in the home. No other customers have received a screen for that product. All elements of the transaction must be documented in writing in the Purchase Agreement. In reviewing the agreement as signed by the buyer, our team found no selection of a screen door being included, and as such none was provided with this transaction. The customer has been notified that Richmond American Homes will not be adding screen doors as the homeowner requests. We apologize for any frustration our customer may have experienced. Please let us know if you have any questions.   Sincerely, [redacted]

4/13/17   Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   To Whom It May Concern:   I spoke with Mr. [redacted] this afternoon to discuss a time to meet; he is currently out of state and we have agreed to...

speak again on Tuesday April 18, 2017 to confirm a day and time to meet at the home.  We realize that Mr. and Mrs. [redacted] remain frustrated with the circumstances involving their leak and warranty repairs.  Richmond American is committed to addressing any warranty items that Mr. and Mrs. [redacted] are concerned with and we will schedule any warranty repairs needed after inspection.   We do apologize again for any frustration our customer may have experienced and we are working to resolve their concerns.   Please let us know if you have any questions.   Sincerely,   [redacted]

October 26, 2016   Denver/Boulder Revdex.com Attention: [redacted]     RE: Revdex.com Case # [redacted]            [redacted]     Dear [redacted]:   In response to the above mentioned Revdex.com complaint as rejected by [redacted], Richmond American Homes has met with him once again on Monday, October 24th to review this concern.  There was some miscommunication in that the vendor did not perform the necessary repairs as instructed.  Richmond is in the process of re-scheduling these repairs as quickly as possible.   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

7/3/17 [redacted]
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[redacted]   RE: Revdex.com Case #[redacted]  Dear [redacted], We reached out to [redacted] on 6/28/2017. We let her know that we are aware of the outstanding items at her home and will...

continue to work diligently to get the items covered under warranty addressed for her. Our apologies for frustrations our customer has experienced and we will strive to resolve the concerns. We will continue to communicate directly with the homeowner until all items are addressed. Please let us know if you have any questions.   Sincerely, [redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/10/07) */
10/7/15

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

RE: Revdex.com Case # XXXXXXXX

Dear [redacted]
Our Home Care representative has a meeting scheduled with [redacted]...

today, October 7, 2015, to review all concerns. Once we have evaluated [redacted] concern, we will work on a resolution. We appreciate the notification from [redacted] and will continue to work with him.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

4/13/2016   Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039   RE: Revdex.com Case # [redacted]   Dear Ms. [redacted] Richmond American Homes has worked extensively, and beyond our typical scope to address Mr. [redacted]’s concerns. The yard was originally graded to the required specification of the approved survey plan. Mr. [redacted] was not happy with the yard once the road was added, so we have added fill dirt to the rear of the yard to lift the property and adjusted the grade slope to adjust the irrigation back to the curb of the new road. Additionally, Richmond removed dirt and replanted sod in another area that Mr. [redacted] felt was unpleasant. All completed work is within industry tolerance, and will not be altered further. Richmond American Homes has done everything within the guidelines of the agreed upon warranty program and the approved city plans to address this concern. Any changes beyond what has been done would be outside the municipality approved survey plan. We apologize for any inconvenience Mr. [redacted] has experienced, however as stated we have done everything within the approved survey plan to address the homeowner’s concerns. Thank you, [redacted] Orlando Home Care Director Richmond American Homes

[redacted] 
[redacted] Dear [redacted]:In response to the above mentioned Revdex.com complaint, Richmond American has...

contacted [redacted] and inspected these concerns with regards to the exterior siding.  Findings of the inspection are that there is evidence which indicates a manufacturer issue with the siding.  Richmond American has contacted the manufacturer to schedule the necessary inspections and replacements under the provisions of these warranties. Sincerely,[redacted] 
[redacted]

9/8/2017 [redacted]   Dear Mr. [redacted],                 [redacted], met with homeowner [redacted]...

on 9/6/2017 to review her concerns. The concerns were evaluated to identify the items that did not meet industry standards. The flooring trade met with myself and the homeowner on the afternoon of 9/6/2017 and will schedule a date with the homeowner to address the flooring issue. Following the flooring repair, painters will be scheduled to address minor touch-ups related to the work completed. Our apologies for frustrations our customer has experienced and we will strive to resolve the concerns. I will follow-up with the homeowner regarding progress and will communicate directly with the homeowner.   Please let us know if you have any additional questions.   Sincerely, [redacted] Richmond American Homes

11/1/16   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   [redacted] contacted Richmond American Homes back in early May 2016, with concerns regarding the toilet...

flappers inside his toilet tanks.  Our area Home Care Representative [redacted], contacted [redacted] and our plumber, Premier Plumbing, to schedule an appointment for 5/16/2016.  Upon the inspection of the toilet tank flappers at the above mentioned appointment it was identified by Premier Plumber that [redacted] had been using a chemical tablet (OGF Tablet) in all 3 toilet tanks for cleaning purposes.  It was explained to [redacted] the negative effects the tablets can have on the toilet part’s longevity. The tablets can prematurely corrode the rubber flaps and should not be used. Based on the Plumbing companies assessment, this did not fall under the Limited Warranty Guidelines. It was communicated to be a homeowner maintenance item and [redacted] would be responsible for the cost of the repairs, $115.08. [redacted] paid and problem was resolved that day.    In regards to concerns about the carpet, we have an appointment scheduled for 11/3 to assess. They are requesting to have the carpet re-stretched. We will communicate a final decision to the homeowner based on the information gathered at the appointment.   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 Supervisor Richmond American Homes

July 18, 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 addressed this complaint as follows:   [redacted] purchased and closed on this home in June 2016.  The front and rear yard landscaping is provided by Richmond American Homes on all homes within this community.  Typical landscaping is sod installation at the front and rear with P&E installed at 5’ perimeter around the foundation with rock placed within these areas.  Within this community, there are restrictions related through the municipality which dictates the amount of sod placed within the rear of each lot.  Apparently, [redacted] deemed the amount of rock placed was in excess of expectations, but is typical as per the requirements.  In keeping with good customer relations, Richmond Homes is in the process of scheduling some of this rock removed from the rear yard.   We apologize for any frustration our customer may have experienced and please let us know if you have any further questions related to this matter.   Sincerely,     [redacted] Home Care Director [redacted] www.RichmondAmerican.com

3/2/17   [redacted]   RE: Revdex.com Case # [redacted]   Dear Miss [redacted]:   [redacted], met with the customers in person on 2/24/2017. The customer’s concerns were reviewed and a resolution was reached that both parties agreed to.   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

August 17, 2017   [redacted]     RE: Revdex.com Case # [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.  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]

9/22/17   [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   Our Home Care Specialist, [redacted], reached out to [redacted] and scheduled our flooring company...

for repairs on September 15, 2017.   [redacted] confirmed via text that the repairs had been completed and we have closed out the ticket.  We apologize for any frustration our customer may have experienced.   Please let us know if you have any questions.   Sincerely, [redacted]

Initial Business Response /* (1000, 10, 2015/07/27) */
7/27/15

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

RE:[redacted] Case # XXXXXXXX

Dear [redacted] (Field Manager) has spoken to [redacted] today. [redacted] is putting...

a list together of the homes he believes are being affected. Once received, we will evaluate and work with the individual homeowners connected to the concern. We appreciate the notification from [redacted] and we will continue to work with the residents.
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
[redacted]

11/7/17   [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   The division has reviewed the concerns at the home of [redacted] per the agreed upon Warranty Guidelines, and has scheduled the items identified as warrantable. The stairs for the garage have been delivered and painted, and are awaiting trade installation.   The remaining items that will be addressed are scheduled on the 11/10/2017 workday that customer chose. We apologize for the frustration [redacted] has experienced, and will continue to communicate directly with the homeowner until the warrantable repairs are completed.   Please let us know if you have any questions.   Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:W e have had this issue since moving into our home [redacted] has had the companies out to check as well as the person whom took [redacted] place and the person after that so they have been to my home more then 2 times for this issue. this builder is joke I even put in a service request two weeks prior to this one. they never seem to help unless you file a complaint with the Revdex.com
Sincerely,
[redacted]

3/30/18   Denver/Boulder Revdex.com Attention: [redacted] [redacted] 1020 Cherokee St. Denver, CO 80204-4039   RE: Revdex.com Case # [redacted]   Dear Mr. [redacted]:   We have called and emailed [redacted] several times to the email address in our records, which is the same email submitted by Mr. [redacted] in the Customer Information section on this Revdex.com complaint.   We emailed Mr. [redacted] directly on 11/18/2016 at 1:04PM in response to a Warranty request received regarding flooring and cabinet concerns. In this email the information regarding the trade partner involved, applicable warranty guidelines, and a contact of the cabinet company were provided.   On 11/21/2016 at 7:29am, we were contacted by Mr. [redacted]’s realtor stating that the email had not been received by Mr. [redacted]. We asked that the agent forward it along to Mr. [redacted], and also reached out by phone and left a voicemail for Mr. [redacted] following up on no response to the email sent.   We emailed [redacted] on 1/6/2017 at the 6 month mark to check in and address any needs he may have had with his home that were warrantable. No response was received from Mr. [redacted].   An email was sent on 6/20/2017 at 8:08 to Mr. [redacted] letting him know his one year warranty would be expiring on 8/19/2017. No response was received from Mr. [redacted].   An email was sent on 9/18/2017 at 4:58pm to both Mr. [redacted]’s email and his realtor’s email regarding a request for a screen repair. The warranty request was reviewed and it was shared in the email response that this type of item is not included in the RWC Limited Warranty coverage. In this email we also brought up the previous year-end email the Home Care team sent to Mr. [redacted] and that we never received a response from Mr. [redacted].   This home is now out of warranty and no reimbursements will be made.   Please let us know if you have any questions.   Sincerely, Tiffany W[redacted] Home Care Manager Washington Division Richmond American Homes