Richmond American Homes

2/22/14   [redacted]   RE: Revdex.com Case # [redacted]   Dear Miss [redacted]:   [redacted] South Division President, is working on a resolution with Mr. [redacted]. However, it...

will take a while to work out all the details.   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

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]

April 14, 2017 *
[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 possible. 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]

6/28/17 [redacted]   RE: Revdex.com Case#[redacted] Dear [redacted],      We spoke to [redacted] on 6/28/17. We discussed and confirmed the outstanding items covered under warranty and...

we are working diligently to get them addressed. We will continue to communicate directly with [redacted] until the outstanding items covered under warranty are completed.  We apologize for the frustrations our customer has experienced and we will get them resolved. Please let us know if you have questions. Thanks.   Sincerely, [redacted]

8/30/2016   Denver/Boulder Revdex.com Attention: [redacted]
[redacted]
[redacted]   RE: Revdex.com# [redacted]   Dear [redacted]:   We contacted [redacted] directly upon receipt on this complaint and we installed a new...

water heater with an aluminum anode rod instead of a magnesium rod which should resolve the issue. We will respond to [redacted] promptly if he has any further issue.   We apologize for any frustration our customer may have experienced.   Please let us know if you have any questions.   Sincerely,     [redacted] Director of Construction, Phoenix Division Richmond American Homes ROC# 206612

Initial Business Response /* (1000, 7, 2015/12/09) */
12/9/2015

Denver/Boulder Revdex.com
Attention: [redacted]
1020 Cherokee St.
Denver, CO XXXXX-XXXX

RE: Revdex.com Case #XXXXXXXX

Dear Miss Liebsock:
We contacted Mr. [redacted] on Friday, December 4th and delivered his...

hardwood on Tuesday, December 8th. The installation of the flooring is scheduled for Tuesday, December 29th.
We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
Sincerely,
[redacted]
President, Denver Division
Richmond American Homes of Colorado, Inc.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not going to close the case until the hardwood has successfully been installed in the home. Promises for installation dates have been made before and not fulfilled so I will hold off on closing the case until the hardwood is in the home.
Final Business Response /* (4000, 11, 2015/12/24) */
12/24/15

Denver/Boulder Revdex.com
Attention: [redacted]
1020 Cherokee St.
Denver, CO XXXXX-XXXX

RE: Revdex.com Case #XXXXXXXX

Dear Miss Liebsock:
We confirmed this week that the replacement hardwood has been delivered to the home, and the installation date is still scheduled for December 29, 2015.
We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
Sincerely,
[redacted]
President, Denver Division
Richmond American Homes
Final Consumer Response /* (2000, 13, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hardwoods were installed on 12/29 as scheduled and promised. I consider the issue resolved.

Complaint: [redacted]
I am rejecting this response because:
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 [redacted].  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]

Complaint: [redacted]
I am rejecting this response because:after back and forth with the painters and Richmond, the painter showed up again and said there are few options from their perspective. The railings will need to be replaced is the direction the painting team is going. Richmond needs to take ownership on this.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The Word Document attached is addressed to another customer and does not relate to my situation, but that is not of importance here.  We did meet with Mark on 5/25. He was very helpful in outlining a path forward towards resolution. The next step is for us to write up a clear list of items needing resolution.
Sincerely,
[redacted]

11/8/17   [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   In reference to the above case, [redacted] and [redacted] are in communication with [redacted] and we have a scheduled a work day for 11/13 to address his concerns. We will continue to follow up with him to ensure that we resolve his concerns according to the guideline of our RWC warranty and his contract.   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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted] Dear Miss [redacted]: We contacted Mr. [redacted] and Mrs. [redacted] on 4-18-16 with a resolution to their concerns. We are moving forward with work orders to...

address their items and have presented a plan to complete the work specified as quickly as possible, weather permitting, we are going to complete the color coat for the stucco now that we have a go ahead from the buyer and will repair the agreed settlement once the snow dissipates enough to do so. 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

June 9, 2017[redacted] 
[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted] Dear [redacted]Richmond American management was in contact with the [redacted]’s on June 8, 2017  to review of their concerns and outstanding items. We are currently scheduling a time to meet with the [redacted]s and resolution to the agreed upon repairs.Sincerely,[redacted] 
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I was contacted by one of the warranty representatives 7-22-16, and was informed that they are working with a roofer and a new concrete company to get these two issues resolved.  The concrete company was supposed to get an estimate together the next few days, the warranty rep said he thought it would take two weeks to get started on fixing the driveway.  I was also informed that there was going to be a meeting at the beginning of this week with the roofing company and Richmond.  I am supposed to hear back from the warranty rep this Tuesday 7-25-16 around lunch time as to where we stand on getting my roof repaired.  No physical action for repair has taken place at this time, and my issues are still present. 
Sincerely,
[redacted]

July 11, 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 as recent as last week.  Our Customer Care Manager, [redacted]d has corresponded with [redacted] both Thursday and Friday, the 7th & 8th and is the process of addressing any pending concerns. 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,

Initial Business Response /* (1000, 9, 2015/06/23) */
6/22/15

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

RE: Revdex.com Case # XXXXXXXX

Dear [redacted] signed a home change order on 1/30/15 changing her cabinets to...

the [redacted] cabinets. These were the cabinets that were installed in the home. All plans are subject to change and the cabinet layout was changed from the layout of the model home she viewed in another Richmond American Homes community. On 5/28 we agreed to modify the kitchen cabinet layout to match the layout of the model home in the other community but the cabinet style remained the [redacted] cabinets as ordered.
The coffered ceilings were missed on the building plans but were later added at no additional charge to the customer. We apologize for the inconvenience regarding the granite counter selection process.
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 Sales, Washington
Richmond American Homes
Initial Consumer Rebuttal /* (2000, 11, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The cabinet layout was rectified, although I still do not agree with the selection of cabinets that were installed, I am tired of arguing with them.

Initial Business Response /* (1000, 6, 2015/10/19) */
10/16/15

Denver/Boulder Revdex.com
Attention: [redacted]
1020 Cherokee St.
Denver, CO XXXXX-XXXX

RE: Revdex.com Case # XXXXXXXX
This home was delivered to a customer on 10/19/2007. The home was built in Loudoun Co. Va....

and all federal, state, and county permits were received to start construction. At the completion of the home an occupancy permit was issued and we delivered the home to the customer. The home came with a limited warranty issued by The [redacted] Warranty Company, LLC.
We were contacted by the current home owner on 9/9/15 requesting us to address a leaking roof. Our home care representative called and spoke to the customer explaining the warranty covering the roof had expired and he also sent an email with the [redacted] Warranty information so the customer could file a claim with them. He also made a visit to the home with one of our roofing contractors but could not view the original complaint because a temporary or permanent repair had been made. He spoke to the customer again and explained the warranty.
Richmond American Homes did not address the issue because the warranty had expired. A sample limited warranty book outlining coverage and expiration dates will be provided at the Revdex.com's request.
[redacted]
Sr. VP Construction
Richmond American Homes, VA.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No repair had been made when the home care representative came to the house with their roofing contractor. Both the home care specialist and roofing contractor noted an improper "cricket" that was placed during construction leading to the leak and damage. We have since made a small repair to prevent any further damage, but not the repair the richmond home care specialist or roofing contractor recommend due to cost constraints. I am happy to provide the invoice as proof of the repair date. Because this is a major construction flaw resulting in significant damage to the home, Richmond homes should be responsible for the repair. If they are not willing to repair the roof as it should have been built, as a "middle ground" I would be willing to accept full reimbursement for the repair done and also repair of the interior, which has not yet been completed. I will accept nothing less.
Final Business Response /* (4000, 14, 2015/11/04) */
10/4/2015

Denver/Boulder Revdex.com
Attention: [redacted]
1020 Cherokee St.
Denver, CO XXXXX-XXXX

RE: Revdex.com Case # XXXXXXXX


Dear Miss [redacted]
The limited warranty program provided on this home at time of closing per the home purchase agreement/contract defines the Warrantor as "Your Builder in Years 1 and 2; the Insurer in years 3 through 10 and in Years 1 and 2 if your Builder defaults." As this home closed in 2007, Richmond American Homes administered limited warranty coverage through 2009. At this stage of homeownership (year 8), any claims (as defined by the program) must be submitted in writing to the Warrantor/Insurer, Residential Warranty Company. Ms. [redacted] was advised of this process. As far as Richmond American Homes is aware, no official claim was ever submitted by the homeowner to Residential Warranty Company for review.
We must respectfully decline Ms. [redacted]'s request as continued service by Richmond American Homes is outside of the limited warranty program.
For your reference a sample copy of the RWC limited warranty book has been attached.
Please let us know if you have any questions.
Sincerely,
[redacted]
Sr. VP Construction Virginia
Richmond American Homes
Final Consumer Response /* (4200, 16, 2015/11/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. Gearhart continues to claim we did not speak with RWC, although through phone conversations with his "home specialist " they are well aware of our conversations with RWC and their response. The same, this doesn't fall under our jurisdiction, it's not out problem. At the end of the day, RA Homes is hiding behind their paperwork and not fixing the problem they admitting to creating by their own negligence.

January 23, 2017   Denver/Boulder Revdex.com Attention: Natasha [redacted] 1020 Cherokee St. Denver, CO 80204-4039     RE: Revdex.com Case #[redacted] 5 N. Irvington St. Aurora,...

Co.            80018   Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint, a meeting was scheduled on December 19th  to address these concerns with Mr. [redacted].  Findings are in accordance with the construction industry and provisions of the Limited warranty documents.  The interior door hinges screws are standard 1/2” screws supplied by the manufacturer for typical hollow core doors and do not require 2 ½” screws.  The rear door requires nothing more than minor adjust to the latch.  The damages to the interior rails are minor and were noted previously in that these repairs are scheduled to address this concern.   At no time during our meeting did Mr. [redacted] make mention of the rear door posing a hazard nor the interior door falling and the floor was not littered with screws.  There was never any mention or discussion as related to the warranties expiration as Mr. [redacted] has stated in his complaint.   Richmond American Homes will continue to provide Mr. [redacted] with the same courtesy and warranties provided to all Richmond Homes valued customers.   Sincerely,     [redacted] Home Care Director 4350 S. Monaco Street, Denver CO 80237 www.RichmondAmerican.com

Complaint: [redacted]
I am rejecting this response because:
The fact that you rather escalate an issue created by the incompetence of your land contractor and the leniency of the Orlando construction manager instead of correcting it, speaks volumes of Richmond American Homes.
You can write as many canned responses as you want, but the pictures I sent you show the condition of the yard and your work.
For anybody else looking for reviews and/or comments from Richmond American Homes: they are terrible at warranty, customer service, organization, and telling the truth. I would never recommend them to friends or strangers. Find another builder. I deeply regret doing business with them.
Sincerely,
[redacted]