Richmond American Homes

August 3, 2016   Denver/Boulder Revdex.com Attention: [redacted]     RE: Revdex.com Case # [redacted]   Dear [redacted]:   In response to the...

above mentioned Revdex.com complaint, Richmond American Homes has reached out to [redacted] via phone message and email in review of the concerns as referenced in the complaint.  As soon as we make contact, Richmond American will proceed with any agreed upon repairs as outlined under the provisions of the warranty documents.   We apologize for any inconvenience our customer has experienced. Please let us know if you have any questions.   Sincerely,     [redacted] Home Care Director [redacted] www.RichmondAmerican.com

Complaint: [redacted]
I am rejecting this response because:This is regarding complaint #[redacted] After almost 2 weeks of no return phone calls to have an ETA on when the driveway would be assessed I find that Richmond is not covering any portion of the driveway or requiring the concrete company to stand behind their workmanship. I am rebutting the company’s response and request that someone of a higher authority assess the situation. [redacted] appears to be an adjuster and does not display the ability to determine the difference between the warranty from the builder and warranty from the concrete company Richmond hired to complete the replacement of our driveway last year. Please allow me to recap. We purchased our home in 2013. 2015, Richmond replaced the driveway due to poor workmanship. My husband asked the concrete company if we could reinforce the driveway out of our own pocket using rebar, etc. so that this did not happen again. They said no. They said it would void the warranty. [redacted] alleges the crack is expected. He told my husband, they don’t worry until it is to a point that someone may trip over it. The crack is in 2 pads. That is not a normal. These are not stress cracks but rather deep ones that are going to cause each pad to either separate or lift. It is obvious. This is not from normal concrete aging, it is from poor workmanship. I cannot reiterate enough, the driveway is worse than the first time they replaced it. I think they use poor concrete methods to poor the driveway. At this point I am asking the Revdex.com, to not close my claim as satisfied. It was closed either prematurely because the Revdex.com assumed that Richmond would follow through and do the right thing or because this is how Richmond is able to bide time to keep an A+ rating.At this point, I want an executive of Richmond to contact me or my husband. If we do not receive a satisfactory outcome, I have no choice since no one will listen because they would not allow us to help protect our home from the driveway doing this again. I am going to be contacting DORA (Department of Regulatory Agencies), Attorney General, and social media. I will notify everyone in the Richmond community to file Revdex.com complaints on claims where they too are receiving the runaround. Lastly, my husband is going to place a sign on his truck and drive through the community and on the local roads expressing his dissatisfaction. Maybe then, someone from Richmond will show they care. From my husband’s conversation with [redacted] he didn’t seem to care what we did. The question is, does Richmond? Initially I asked Richmond to hire a contractor to replace the pads that are cracked but now I am requesting the entire driveway be replaced and allow us to put in some type of support so this doesn’t happen again. This is absolutely unacceptable. I do not consider this a closed issue to my satisfaction and request the Revdex.com not close it as satisfied.
Sincerely,
[redacted]

9/5/17   [redacted]
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[redacted]   RE: Revdex.com Case # [redacted]   Dear Mr. [redacted]:   [redacted] contacted our office in August and spoke with our coordinator, [redacted]....

[redacted] explained that the home was completed in August 2014 and per Richmond American’s warranty as well as the RWC warranty program, the HVAC system is covered for 1 year.  An additional warranty for 4 years covers major parts through the manufacturer via a licensed HVAC company is also included with the original installation. We apologize for any frustration our customer may have experienced in regards to his HVAC system.   Please let us know if you have any questions.   Sincerely, [redacted]
[redacted]
[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: 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 $50,000 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 $50,000 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]

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 have already gotten 2 of the 4 items scheduled for next week and have been told that we should be getting our $250 back soon. That only leaves the roof issue to be addressed and have been told they are working to get information on that. We appreciate your help in getting us to this point and hope that we will be able to continue to work through our list of 4 items with Richmond from this point onward to solve them to our satisfaction.
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]

August 8, 2016   Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: 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. We have continued to monitor the movement of the driveway. It has been determined it now meets the guidelines of the limited warranty for replacement. We are working with the homeowner to complete this work. We apologize for any frustration our customer may have experienced and we are working towards resolution of these issues as quickly as possible. Please let us know if you have any questions. Sincerely,

August 22, 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 been in contact with [redacted] with regards to the concerns as contained in the complaint related to the HVAC system.   Richmond has agreed to make the necessary repairs and replacements to rectify this situation and is in the process of scheduling with [redacted].   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 [redacted] www.RichmondAmerican.com

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

May 26, 2017 [redacted]
[redacted] Dear [redacted]In response to the above mentioned Revdex.com complaint, Richmond...

American Homes has contacted [redacted] and reviewed the complaint with the following information as related to remaining items to be addressed:1. Paint touch up at recent drywall repairs.2. Repairs to kitchen countertop corbels. 3. Re-evaluate previous repairs at bathtub.4. Clean up from past and current repairs drywall repairs.  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]
[redacted]

5/19/17[redacted] 
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[redacted] Dear [redacted]:On Monday 5/15/17 the community [redacted], [redacted], called and left a message for the homeowner about starting his siding repair.  The customer stated that he was unable to answer his phone at the time. Our trade partner [redacted] had scheduled to start work on the home Wednesday 5/17 but weather has put that off.  I told him I would reach out to [redacted] and get their schedule.  [redacted] is working with [redacted] to reschedule the work and will ensure that the homeowner receives status updates.Please let us know if you have any questions.[redacted]
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[redacted]    Our team has been in communication with our customer and we are working to identify a time when we can complete work on his 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

8/10/16   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, 2016.  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

11/11/2016   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]     Dear [redacted]:   A workday is currently scheduled for 11/17 to address open warranty items. The repairs planned for that day are as follows: flooring, cabinets, basement door and window, rear door handle, install support post for tree, a replace a damaged screen. The customer is aware of the schedule and agreed upon repairs.   Our Home Care Specialist, [redacted], spoke with [redacted] and will continue to work with him until all agreed upon items have been addressed.   We apologize for any inconvenience our customer has experienced and are working to address his concerns.   Sincerely,   [redacted] Sr. Departmental Coordinator, Maryland Division Richmond American Homes

3/22/16 Denver/Boulder Revdex.com Attention: [redacted] Dear Miss [redacted]: We have contacted Mr. Hansen and plan to conduct an inspection.  Once the inspection is completed we will work with Mr. Hansen on a...

path forward.  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 Operations, Utah Richmond American Homes

Dear Sir/Madam at Revdex.com,
Thank you for relaying the response from Richmond American Homes. We are talking about two issues here, namely, carpeting issue and the toilet issue. Richmond American Homes customer care did come back to repair the carpeting to my satisfaction. However, I would not agree their conclusions over the defects of the toilets. First of all, we used the Clorox toilet tablets which we purchased from Costco for cleaning toilet purpose. We had two previous homes we used the same Clorox tablets and those toilets are still working after many years of using the same products. Secondly, even if the tablets had some negative effects to the toilet flappers, I myself replaced one of the flappers myself. We are not talking about the flappers. We are talking about all three PUMPS of the toilets are all broken at the same time, not the FLAPPERS. What are the odds that all three PUMPS(NOT FLAPPERS) are being damaged all at the same time? These are definitely problems of defective products.
Thank you for your attention.
Best regards,
[redacted]

Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint, as per the contents and information provided to Mr. Miles in that the warranty period has since expired, he was indeed provided the correct response.  Regardless of associated costs related to his home, Richmond...

American provides the same warranties and courtesy to all its customers.  The unfortunate reality is that repairs and/or replacements performed under the time restraints of the warranty period, do not constitute an extension of these warranties and regrettably, warranties do expire.   We apologize for any frustration our customer may have experienced, but regrettably, cannot assist further with this matter.   Please let us know if you have any questions.         Sincerely,     [redacted] Home Care Director 4350 S. Monaco Street, Denver CO 80237 www.RichmondAmerican.com

Complaint: [redacted]
I am rejecting this response because: Since there seems to be some confusion on the area of concern, I have attached photos of the front yard. Photo 1 shows the size of the down spout drainage during our last rain fall. The down spout feeds the front yard, which is illustrated in photo 2, also during our last rain. In photo 5, you can see the size of the down spout. The down spout is parallel to the ground and sits 6 inches deep. I contacted [redacted] because I was concerned with the potential of someone injuring themselves. [redacted] informed me I was responsible for ensuring the area in the front yard was safe. I informed [redacted] that Richmond American stated is meets construction standards, I forwarded [redacted] Richmond American's response.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On July 27, 2016 I replied to the email from [redacted], at Richmond American Homes.  In my reply I included pictures per Brian's request. I also explained what had transpired for each issue. Which are as follows: 1. The fire suppression system is leaking. This has a 2 year warranty. 2. My fire place has had a gas leak since I closed on my home in September 2014. Richmond Homes has sent someone out to address the problem on three separate occasions. A part was ordered for this December 2015 but has yet to be installed. As mentioned to Richmond Homes, this is extremely dangerous and could be life threatening.3. The concrete in the back was to be re poured prior to my 1 year warrenty. In the fall of 2015 I was told it was to cold to pour the concrete, they would pour it in the spring of 2016. Has not been done yet.4.  Result of faulty plumbing per the plumbing company that Richmond American Home hired I had a second leak under my bathroom sink.   The first leak occurred during my one-year warranty. It was addressed but not done properly per Richmond  American plumbing company. Due to the second leak I have water damage under the sink on the backboard on the baseboard and on the baseboard in my bedroom, which shares adjoining wall to the bathroom.5. Winter of 2015, the front stoop was to be replaced. (The stoop was damaged when Richmond American was finishing the brick on the front of my house, which was not done prior to closing and September 2014.) It has been less than a year and has a crack in the center. 6. Summer 2015 flat work was done on my driveway. Less than a year this has cracked, chipped and settled. Items 5 & 6 have been looked at by a cement company and a Richmond American employee both advise the work was not done properly, hence the cracking and chipping.All of the above was sent to [redacted] again on August 12, 2016. Pictures were included in this email as well. My hope is these issues can resolved soon.
Sincerely,
[redacted]