Richmond American Homes

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

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]

11/1/16   Denver/Boulder Revdex.com Attention: [redacted]   RE: Revdex.com Case # [redacted]   Dear [redacted]:   In response to the above mentioned Revdex.com case, we have been in touch with the homeowner and assessed their concerns. The home originally closed in December 2014. The home is covered under a 1 year workmanship and materials warranty, which had expired before the time of this claim.   As a courtesy, we had a plumber inspect the concern. Their findings were the parts were damaged due to the chlorine tablets used by the homeowner and were not found to have a manufacturer defect. Given the status of the warranty at the time of claim and the findings of the Plumber, it was determined to be a homeowner maintenance issue. Because of this, Richmond will not reimburse for the replacement parts.     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

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]

Complaint: [redacted]
I am rejecting this response because:As I indicated I would like to speak to someone above [redacted].  He is not quoting what that date of warranting the work would be.  Is this something they have in writing.  Also, it took 4 months for a response.  I find this completely unacceptable.  Again, I want someone other than [redacted] to contact me.Next steps are DOI, DORA, and Attorney General.
Sincerely,
[redacted]

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

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]

[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

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.

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]

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]

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]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

10/6/2016   Denver/Boulder Revdex.com Attention: [redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]     Dear [redacted]:   We apologize that [redacted] had a difficult time getting a response from her superintendent; we strive...

to provide first class customer service to all of our valued customers. We are sorry if [redacted] has not received that thus far. Her superintendent was directed to complete the rollover items that [redacted] provided in her Revdex.com complaint. One of our Home Care Specialists, [redacted], pick up where the he left off.  [redacted] has provided her list to [redacted] and he has an appointment scheduled with her for tomorrow morning (10/7/2016). He will address what issues he can during this visit and will inspect the remaining so that work orders can be issued to have them completed on a future date.   We look forward to addressing all of [redacted] concerns and providing her with improved customer service moving forward.     Sincerely,   [redacted] Sr. Departmental Coordinator, Maryland Division Richmond American Homes

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,

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]

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]

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.