Richmond American Homes

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 We would like to thank [redacted] for all he has done to help with all the issues we have had in our home he has always gone above and beyond to get them correctedAll items are fixed and [redacted] stated he sent in a request for reimbursement for the kitchen flooring Sincerely, [redacted] ***

3/30/ Denver/Boulder Revdex.com Attention: *** [redacted] Cherokee StDenver, CO 80204- 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/at 1:04PM in response to a Warranty request received regarding flooring and cabinet concernsIn this email the information regarding the trade partner involved, applicable warranty guidelines, and a contact of the cabinet company were provided On 11/21/at 7:29am, we were contacted by Mr***’s realtor stating that the email had not been received by Mr***We asked that the agent forward it along to Mr***, 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/at the month mark to check in and address any needs he may have had with his home that were warrantableNo response was received from Mr*** An email was sent on 6/20/at 8:to Mr [redacted] letting him know his one year warranty would be expiring on 8/19/No response was received from Mr*** An email was sent on 9/18/at 4:58pm to both Mr***’s email and his realtor’s email regarding a request for a screen repairThe 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 coverageIn 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*** 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

8/10/ Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : Adam Howard, the assigned Richmond warranty representative, has been working very closely with [redacted] *** [redacted] to address and complete their warranty items Several items have already been addressed and the remainder of the items are scheduled for completion on August 19, We are also working towards resolution on their closet system We do apologize for any inconvenience that [redacted] have experienced, and are working to resolve all concerns Please let us know if you have any questions Sincerely, [redacted] Home Care Manager, Nevada Richmond American Homes

Complaint: [redacted] met with my property manager this morningPer my PM, [redacted] did address a few items and will schedule a time with me for the remaining itemsOnce all items are completed to my satisfaction I will then see the matter as resolved until then this case is still open Sincerely, [redacted]

3/26/ Denver/Boulder Revdex.com Attention: [redacted] Cherokee StDenver, CO 80204- RE: Revdex.com Case # [redacted] Dear Mr [redacted] : We emailed [redacted] directly on 1/6/& 6/20/to check in to see if they had any needs, and both attempts went unanswered as did phone callsThe home closed on 8/19/The Home Care representative reached out on 1/6/at the month mark to check in on Mr [redacted] and address any needs he may have had with his home that were warrantable and again on 6/20/letting him know his one year warranty would be expiring on 8/19/Requests for service have not been submitted during that warranty timeframeThis 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

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

Complaint: [redacted] I am rejecting this response because: As we continue digging into this situation we are finding that this response is not truthful as we have found other people who did get their earnest money back and some did not but were offered another home that is conveniently finished and in inventory but will cost roughly $50,more than the one you were under contract for We were made this offer now as well We are like a lot of other people who just don't have an extra $50,lying around in our budget I can only hope that our story along with all the other negative stories out there with regard to Richmond will help people realize that there are a lot of other companies out there who actually care about their clients and will work hard for you, take your business to them Richmond has a found a way to pad their bottom line with millions of dollars and not delivering on their promises to earn that money They do not operate in good faith and should not be trusted When you meet with any representative from Richmond bring your lawyer with you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Richmond and their contractors have been given multiple opportunities to correct the items it has been over three months since these items were listed for correction tile has been redone going on three times in the master bath as well as other times that were brought up having to be redone [redacted] did verbally agree that they would provide compensation as well as did *** All this has been documented and available for the record Items that have been corrected have ended up causing other damage and usually being worse then the original issue Richmond has stated that damage to my property that has been caused by them or their trade partners is ok as "it doesn't effect the function of the item" This includes cabinets, doors, and flooring that they do not think should be corrected even after they agree to fix the work They also sent a rep out for a "professional opinion" and once that opinion was in negated the results and findings as it would cost Richmond money to make things right Up until last Friday there was zero work to get these items corrected and a month and a half since [redacted] and others walked my home to look at the issues I have been more than accommodating to try to get things done With no consequence to Richmond They really could care less how their actions affects home owners as once you close on the house all promises are forgotten Sincerely, [redacted]

October 11, 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 programWe cannot comment on other homeowner warranty claimsWith 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 defectUnder the provisions of the limited warranty, concrete is excluded from any coverage which was explained to the customerThe 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 contractPlease 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 deniedPlease contact us if you need any additional information Sincerely, [redacted] Home Care Director [redacted] www.RichmondAmerican.com

8/7/Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case [redacted] Dear Mr [redacted] , The home of [redacted] closed in In October of 2016, division management sent a letter declining action on this driveway due to it not being covered under the RWC warrantyThis request was declined for a second time on February 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 closingPlease reference pages to 5, section E, section L of the RWC document attachedThe description of items not covered by the warranty includes as written, “The following are NOT covered under this Limited Warranty: 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] ***

April 14, [redacted] Attention: [redacted] RE: Revdex.com Case # [redacted] *** [redacted] Dear Miss [redacted] : In response to the above mentioned Revdex.com complaint, Richmond American has contacted and spoken to Mr [redacted] in response to his concerns and outstanding items Scheduling of any and all agreed upon repairs will be completed as quickly as possibleSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:the problem in my house have been going on since may when we bought the houseThe yard is just one of the major issues wrong with it .there time line to fix things and there quality of the house is in question because I have had so many issues and no one from.my division has yet to contact me since I put this complaint in it want a explanation about why my house that we put so much money into has so many problems, about the standing water in my yard there saying goes it can take anywhere to month to get approval on it I live in Florida duval County and we do have the zekia virus here and I have standing water in my yard and mosquitoes everywhere in.that water this is a dangerous situation I would like lime the head man in charge to call me and explain why we are getting the run around and what he can do to help us I am not happy that no one has taken this serious I have sent over 400,On this house and with all the problems you would think it's a used home Sincerely, [redacted]

Complaint: I am rejecting this response because: the inspector in his report said it was soil this should be coveredeveryone can see the dark area's throughout our home we have done everything required this was reported months after move in no, Richmond America is not at fault for the quality of carpet they sold me at their showroom I paid Richmond America for the upgraded carpet however, because [redacted] will not honor their warranty for soil, wear, retention whatever the dark tracking area's throughout our home that Richmond America built they should back up the products there sold me when the manufacture will not again, everyone can clearly see this is not normaland because the sub contractor that Richmond America used is out of business, which is not my fault because I never used them paid them are bought the upgraded graded carpet from them, I bought it from Richmond America then the company's responsibility Richmond America should back up their products that Richmond America sold meour new carpets will cost me $7,from Lowes they have in writing if this happens and the carpet company will not back up their own warranty then Lowes will step in and take care of itand because the sub contractor went out of business I can not file a warranty issue they must, because I did not buy the carpet direct from [redacted] if it came out with regular maintenance and cleaning as we have done I wouldn't be filing this complaint but everyone can see it I want my money back for the upgraded carpet a good company would assist me with [redacted] to replace Richmond America did not Richmond America keeps pointing fingers at someone else, another company which is out of business this is not for a carpet to do this in just months my wife and I live alone, retired don't go out much don't have much company so really we had new homes and never once did this happen if you want all the paper work for cleaning, emails, pictures etcfor communicating this with your las Vegas office I will gladly provide this will not be the endI must use all possible thank you Sincerely, [redacted] ***

12/6/ Revdex.com of Central Florida Attention: [redacted] *** RE: Revdex.com Case # [redacted] Dear [redacted] : We have contacted [redacted] directly on December 2, regarding the complaintSeveral 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 closingWe 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

Complaint: [redacted] I am rejecting this response because: There was clearly a lack of craftsmanship in the pouring of the driveway as noted by the independent third partyTheir shoddy work was also evident in the fact that part of the driveway had to be replaced before closing because it had already descended and crackedThe current issues can be seen continuing off of the foundation of the house so I'm also quite worried about future foundation issues popping up in the near futureI still can not fathom after spending over 350k for a house how poorly the house was constructed, the driveway is only the largest, costliest and most glaring example of just how poorly they "construct" their housesI hope other potential buyers do their research before signing on to do business with this shady companyI must also mention that their warranty department will fight you for every issue that pops up in the first year and will flat out refuse to correct the majority of issues Sincerely, [redacted]

10/13/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : Richmond American Homes does not discuss individual homeowners with other customersIn 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 agreementTherefore, the buyer’s earnest money will be retained Please let us know if you have any questions Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did not state I spoke with a different supervisor, I requested that Ms***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*** 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]

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ 7/15/ Denver/Boulder Revdex.com Attention: [redacted] XXXXX-XXXX RE: Revdex.com Case # XXXXXXXX Dear [redacted] We are aware of [redacted] ***'s concerns [redacted] construction and home care will be working with [redacted] ***We did meet with [redacted] prior to his complaint and we will continue to work with him to resolve 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 Home Care, Denver Division Richmond American Homes Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true that I met with [redacted] and [redacted] on June 26, As I type this response, it is July 20th, I have emailed both gentlemen (Jul 9th & Jul 13th) with no responseSince June 26th, the only work that has been done is a poor job in correcting the sod in the front lawnFor example, the lawn was already bad because the ground was never leveled, so the sod sank into the ruts and valleys already present in the dirtWhen they came to fix the sod, they literally just pulled sod off the truck and dropped on top of the existing sodI have had one meeting with Richmond folks since the 26th of June, and during that meeting we went through pages of outstanding items to identify what has been accomplished, and that was JulyI was supposed to get a revised list of outstanding items to review, which I have yet to receiveI was also told on the 13th that personnel have been busy finishing other homes for scheduled closingsThis is a little irritating since my closing was pushed back three times, and now I am struggling to make any headway on getting items that should have been completed prior to closingApologies are nicemeetings to discuss how things are going to get fixed are nicehearing that your house is the worse, or the fact that you have to hear so many apologies is starting to wane a littleI just want my house the way it should be and the attention it deservesIf Richmond is aware, why am I constantly having seek assistance to get the matters corrected? I will provide my own in apology in that I am sorry that I cannot accept the above responseI am still awaiting some real effort on Richmond's behalf to address the issuesI still do not have any dates actually scheduled to perform any work Final Business Response / [redacted] (4000, 30, 2015/09/29) */ 9/28/ Denver/Boulder Revdex.com Attention: [redacted] XXXXX-XXXX RE: Revdex.com Case # XXXXXXXX Dear [redacted] Work continues at [redacted] ***'s homeOur next scheduled date for work is October 2ndWe will have numerous trades at his home including our field manager to oversee the workI have spoken with [redacted] in regard to mediation and we both agree this is not the direction we want to takeWe are both in agreement to continue working on all his concerns until they are resolved We do apologize for the frustration to our customer for which he has experienced and we are working to resolve the concerns Please let us know if you have any questions Sincerely, [redacted] Director of Home Care, Denver Division Richmond American Homes Final Consumer Response / [redacted] (4200, 32, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand Richmond's perspective and their effort to get things done rightDue to the fact that work is still outstanding and quite a few things are having to revisited, I cannot, in good conscious, officially accept the proposal until the house as reached the standard of what it should have been back on May 15th at closingThere are still some major items outstanding and until I feel like our house is at a point of being at the "closing complete" stage, I will not accept any proposal at this pointI would agree that mediation is not a good route, as it holds zero authority per the ADR agreement required at closing with RichmondIf need be, I will seek one of the two lawyers provided to me by a forensics engineer that specializes in real estate and has experience dealing with Richmond in the past

Complaint: [redacted] I am rejecting this response because: So far I have had appointments and the issues were not resolved so I have no trust that this time it will be differentI will be able to accept the response only when the issues are fixed Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: when I spoke with Richmond homesHe told me he would get with his legal team to draft a different letter to meI have not heard anything more from him Sincerely, [redacted]