Richmond American Homes

2/17/2016 Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: Revdex.com Case # [redacted] Dear Miss [redacted]: I contacted our customer [redacted] on February 7, 2016 promptly after receiving the above referenced complaint. Since then we have...

repaired the dishwasher, the stucco on the fence, and the French doors. We have the remaining items scheduled to be completed this Friday, February 19, 2016. I contacted Mrs. [redacted] this morning to check on our progress and she is happy with our efforts thus far. We are also addressing concerns related to flooring that was damaged by the dishwasher leak. We expect to be completed with all items by the end of next week. 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] Director of Construction, Phoenix Division Richmond American Homes [redacted]

10/7/2016   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]     Dear [redacted]:   [redacted] met the property manager and did address a few things today as promised. He has ordered a new kitchen cabinet door and when the door comes in he will schedule an appointment to address the cabinet door install and the other issues reported. We will be addressing the paint overspray on the slate at the fireplace, replacing the granite that was cut too short, and we are looking into the sod concern as well.   We apologize for any inconvenience our customer has experienced and are working to resolve her concerns. Please let us know if you have any questions.     Sincerely,   [redacted] Sr. Departmental Coordinator, Maryland Division Richmond American Homes

June 20, 2016     Denver/Boulder Revdex.com Attention: [redacted]     RE: Revdex.com Case # [redacted]...

[redacted]            [redacted]     Dear Miss [redacted]   Please accept this correspondence as confirmation of receipt as per the referenced complaint above with regards to the following: 1.       Repair the eroded hole caused by downspout. 2.       Re-grade the area of subsidence in the front yard. 3.       Move the discharge area of the downspout so that the water reaches the street more readily. 4.       Re-fill the subsidence under the driveway and repair the subsided section on the driveway.   In response to these concerns as listed above; There is no “erosion” which occurred.  The low area is the discharge of the underdrain which is day-lighted as per industry standards to discharge water from the downspout within the yard.  Moving or relocation of this underdrain is not Richmond American Homes responsibility.  Should you opt to relocate this in closer proximity to the street, this of course is your option, and any costs would be your responsibility.  The settlement of soils at the side of the driveway is not in excess of 6”.  Settlement repairs of soils less than 6” are considered homeowner’s responsibility as per the RWC limited warranty guidelines.  The section of driveway which has cracked at the center control joints will be cut, removed and replaced.  Richmond American will schedule this repair as quickly as possible.       Sincerely,                                         ...⇄   [redacted] Home Care Director [redacted]

Dear [redacted] I reached out to the [redacted] on Monday, January 25, 2016 and was unable to reach them. At this time we are awaiting a response and have a work day scheduled at their home on Tuesday, January 26, 2016. 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] President, Denver Division Richmond American Homes of Colorado, Inc.

2/4/16 Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: Revdex.com Case # [redacted] Dear Miss [redacted]: We were contacted directly by Mrs. [redacted] on the afternoon of 1/14/16. I told her I would do some research and get back to her. After...

several phone calls with her and her realtor the Director of National Sales/CE Operations [redacted] and I reached out to her again on 1/29/16.  We reviewed the promotion addendum with Mrs. [redacted] again and addressed her remaining concerns.  She was satisfied with our conversation and they are moving forward with their home purchase with us. We apologize for any frustration our customer may have experienced and we have worked to resolve the concerns. Please let us know if you have any questions. Sincerely, [redacted] Director of Sales, Jacksonville, FL Richmond American Homes

November 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 been in contact with [redacted] with regards to these concerns as noted in the complaint.  Richmond American Homes is in the process of scheduling and inspection with regards to the concerns as related to the structural integrity of the roof sheathing as well as working towards resolution as related to the hardwood/reimbursement.     Sincerely,                                         ...⇄   [redacted] Home Care Director [redacted] www.RichmondAmerican.com

7/21/17   [redacted]   RE: Revdex.com Case # [redacted] Dear [redacted]:   We contacted [redacted] on July 21, 2017 and have scheduled a time to inspect their issues on July 26, 2017.    After my 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.   Please let us know if you have any questions.   Sincerely,   [redacted]

August 15. 2017[redacted]     RE: Revdex.com Case # [redacted]            [redacted]     Dear [redacted]:   As previously reviewed with the customer, 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.      Thank you. Please let us know if you have any questions.     Sincerely, [redacted]

11/3/2016   Denver/Boulder Revdex.com Attention: [redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]     Dear [redacted]:   Service was provided for our customer, [redacted], on 8/16/2016 and again on 10/13/2016. We always strive...

to provide all of our valued customers with outstanding warranty service. We do apologize if everything was not completed and/or was not repaired to [redacted]’s expectations.   Our Home Care Specialist, [redacted], spoke with [redacted] on Monday 10/31/2016 and has scheduled a follow-up work day for 11/17/2016. [redacted] will be sending [redacted] a confirmation email with a list of the issues he will be scheduling for repair/adjustment. [redacted] can expect the email late this week or early next week.     Sincerely,   [redacted] Sr. Departmental Coordinator, Maryland Division Richmond American Homes

June 28, 2016     Denver/Boulder Revdex.com Attention: [redacted]     RE: Revdex.com Case # [redacted]            [redacted]     Dear Miss [redacted]   Please accept this correspondence as follow up to the above mentioned rejection of Richmond’s response. In response to these concerns as listed above; As per our original response to this complaint, the [redacted] may be inadvertently referring to the “erosion” as per our original statement below from our correspondence dated June 20th.    “There is no “erosion” which occurred.  The low area is the discharge of the underdrain which is day-lighted as per industry standards to discharge water from the downspout within the yard.”   Richmond American Homes still cannot assist the [redacted] with this request.     Sincerely,                                         ...⇄       [redacted] Home Care Director [redacted]

10/28/2016   Denver/Boulder Better BusinessBureau Attention: [redacted]   RE: Revdex.com Case #[redacted] Dear [redacted]: We contacted [redacted] directly on October 14, 2016 and scheduled all items for the repairs. The work was completed on 10/26/16. We did discover and schedule paint for the home which will be completed on 11/3/16. Our Director of Home Care, [redacted], visited the home and discussed the tire concerns on the telephone. After receiving the last correspondents [redacted] did respond via email to address the open concerns with the homeowner. The Construction Manager and Senior Home Care specialist will continue to keep an eye out for any construction debris and/or trades that may park in the area of the driveway. [redacted] continues to monitor the area. There is a home being built on either side of the [redacted] residence which creates heavy traffic and some debris; we will be complete with the exterior very soon which will greatly reduce the amount of traffic/debris. The area of the gate has been cleared and allows for access to either side of the home. Although it is not our policy to reimburse for tires, we have asked the homeowner to send any receipts for further evaluation. Receipts should be sent to [redacted]. We apologize for any frustration our customer may have experience and we will continue to monitor the area for concerns and review the receipts once they have been received. Sincerely, [redacted] Director of Home Care, Tucson AZ [redacted]

November 21, 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 contacted [redacted] and schedule a meeting and inspection for Monday, November 21, 2016, in review of the concerns as submitted within the complaint.    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]
[redacted]

7/21/17   [redacted]   RE: Revdex.com Case # [redacted] Dear [redacted]:   We contacted [redacted] on July 21, 2017 and scheduled a time to inspect master shower on July 26, 2017.  I will also look at hardwood and other issues at that time.  As the hardwood floors are covered by the manufacture we may need to have a Manufacture Representative inspect to floor.  After my meeting and inspection of the items we will schedule a work date to complete covered issues. If a Manufacture Representative is required we will contact our supplier to schedule the inspection.   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]

1/25/17   Revdex.com Attention: [redacted]
[redacted]   RE: Revdex.com Case # [redacted]   To Whom It May Concern:   We are continuing to work with Ms. [redacted] to address the issues in her 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] Richmond American Homes

Denver/Boulder
Revdex.com Attention: Natasha
[redacted]1020
Cherokee St.Denver, CO
80204-4039RE: 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]z as per our original response dated July 11th.  Our Customer Care Manager, [redacted]d has met
with Mr. [redacted] and reviewed his concerns and Richmond will be addressing those
covered under the provisions of the Limited Warranty documents.In response
to Mr. [redacted]’ concerns as related to the concrete driveway, Richmond
American had not incorporated rebar nor wire within our concrete when Mr.
[redacted]’ home was constructed.  Within
the past couple months, Richmond has made revisions to our scopes of work and
do indeed incorporate rebar and/or wire in all new production concrete.  This said, as with any consumer product industry,
revisions to products are ever changing and common place but do not warrant
these changes to products and materials previously incorporated.  As you may be aware, unless specific
standards are code related, Richmond as does all Builders, are constantly
making revisions to their products and procedures.We apologize
for any frustration our customer may have experienced but regrettably cannot
grant Mr. [redacted] request to replace his driveway simply for the installation
of wire.  If any portion of his driveway
would currently meet the criteria under the provisions of the limited warranty
for vertical displacement, Richmond American has and will continue to stand
behind its product and warranties,.Please let
us know if you have any questions.Sincerely,

9/15/2016   Denver/Boulder Revdex.com Attention: [redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   We have contacted [redacted] by email on 9-15-16 and are reaching out to schedule the remaining work as requested. 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] Warranty Manager Richmond American Homes

I was told you need additional information.This is a NEW complaint for DIFFERENT items. You noted we filed a complaint last year against this company, BUT this is for other outstanding issues.Richmond has agreed to fix many various items, but is not completing the actual work. They refuse to answer...

repeated requests from our family via email and phone and even live in person conversations.Some items include, doors not working opening shutting properly, window well replacement, window well drain installation, driveway replacement, drywall repair, painting, landscape repairs.Please advise if you require more information - notify me when the complaint is live.Thank you.[redacted]

Dear Miss [redacted]: In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Mr. [redacted] as recently as of April 25th in follow up to Mr. [redacted]’s original complaint of items as referenced below. We have confirmed resolution to these concerns and are currently in the process of completion to issues as follows: Schedule date of repairs for May 2nd to include inspection of the attic insulation and repair 1 piece of damaged hardwood at dining room.  This will also include reimbursement of damages to kitchen table and ceiling fan. According to Mr. [redacted], there are now other concerns which we were just made aware of, but not listed in the original complaint and of course we will address these as per the provisions of the limited warranty.  These additional items should not reflect onto this original complaint and Richmond American is requesting closure of this 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] Home Care Director 4350 S. Monaco Street, Denver CO 80237 www.RichmondAmerican.com

Initial Business Response /* (1000, 5, 2015/10/01) */
9/30/14

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

RE: Revdex.com Case # XXXXXXXX

Dear [redacted]
Richmond American's sales agent, [redacted] was working with the [redacted]...

[redacted] He was contacted directly by them regarding the pitch of the driveway. [redacted] felt it was too steep and hadn't turned out the way they had envisioned. [redacted] addressed the homeowner's concerns and identified why it was built with a steep driveway. We did offer [redacted] another lot that would be acceptable for the same price, but the customer decided to terminate the contract. The home was not contingent on any item outside of financing, therefore the earnest money would not normally have been returned.
We apologize for any frustration our customer may have experienced and have reached an agreement we hope resolves his concerns.
Please let us know if you have any questions.
Sincerely,
[redacted]
Director of Sales, Utah Division
Richmond American Homes
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Richmond American has fully refunded our earnest money deposit. We are satisfied with the response from Richmond, which promptly responded and apologized to us about the situation.

Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint, Richmond American Homes has reviewed and inspected Mrs. [redacted]’s complaint as referenced below:    The hardwood has typical gapping associated with expansion and contraction which are still within the...

warranty standards, not in excess of 1/8”.   The driveway concrete has some indications of spalling and cracking within the control joints.  This is typical of concrete given the soils conditions of Colorado.  Overall, the concrete is performing as intended.   The rear stop has fallen and detached from the rear door area, however as with the items referenced above, these are covered under the provisions of the Limited Warranty only during the 1st year of occupancy.  With the original closing date on the home having been July 2014, regrettably the warranty period for coverage has since expired and Richmond American homes cannot assist Mrs. [redacted] with this matter.       Sincerely,                                         ...⇄       [redacted] Home Care Director [redacted] www.RichmondAmerican.com