Richmond American Homes

February 14, 2017       [redacted]     RE: Revdex.com Case # [redacted]...

[redacted]           [redacted]     Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Mr. [redacted] and assessed the repairs and replacements as required under the provisions of the warranty documents.  Unfortunate as it may be, there have been situations where Richmond personnel and vendors have had to meet with Mr. [redacted] to review some concerns and rescheduling was imminent to schedule these repairs.  Unfortunately, Richmond does not provide any provisions for monetary compensation and/or reimbursements for time taken off work to perform these repairs and replacements but can only provide the assurance that any and all repairs will be scheduled and completed in as timely a fashion as possible.       Sincerely,       [redacted]     February 14, 2017       [redacted]     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] and assessed the repairs and replacements as required under the provisions of the warranty documents.  Unfortunate as it may be, there have been situations where Richmond personnel and vendors have had to meet with Mr. [redacted] to review some concerns and rescheduling was imminent to schedule these repairs.  Unfortunately, Richmond does not provide any provisions for monetary compensation and/or reimbursements for time taken off work to perform these repairs and replacements but can only provide the assurance that any and all repairs will be scheduled and completed in as timely a fashion as possible.       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

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. I received and deposited the check last Saturday 10/28.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Dear Mr. [redacted], Mr. [redacted] has not answered/addressed either of the questions (in 2 points) being asked in my previous response. I would like to request Mr. [redacted] to address them please. Thank 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 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 corrected. All items are fixed and [redacted] stated he sent in a request for reimbursement for the kitchen flooring 
Sincerely,
[redacted]

January 31, 2017   [redacted]
    RE: Revdex.com Case #[redacted]            [redacted]   Dear Miss [redacted]:   In response to the above mentioned Revdex.com complaint and subsequent rejection to Richmond’s response, the rear exterior door will be adjusted accordingly as provided under the provisions of the warranties as will any and all other concerns Mr. [redacted] may have.  The concerns as related to the water heater and microwave being installed on dedicated circuits will be investigated and addressed with verification that these are compliant to current building code requirements. The materials delivered at the porch was an unfortunate situation in that with the weather conditions this day should not have been left outside during inclement weather.   Richmond American Homes will continue to address Mr. [redacted] concerns.   Sincerely,     [redacted] www.RichmondAmerican.com

Initial Business Response /* (1000, 6, 2015/11/24) */
11/20/15

Denver/Boulder Revdex.com
Attention: [redacted]
1020 Cherokee St.
Denver, CO 80204-4039

RE: Revdex.com Case #XXXXXXXX

Dear Miss [redacted]
We contacted Mrs. [redacted] on 11/20/15 to set up a home meeting to...

address any outstanding concerns at their home. We also set up an air flow/temperature test for 12/1/215 to assess their HVAC concerns.
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]
Vice President of Operations, Southern Colorado Division
[redacted]

9/12/17   [redacted]
[redacted]
[redacted]
[redacted]   RE: Revdex.com Case # [redacted]   Dear Mr. [redacted]:   The process for this type of concern is if [redacted] chooses to use the manufacturer warranty after the 1 year Richmond American warranty expires, he will need to contact a licensed HVAC company to diagnose the issue as well as retrieve the correct part (assuming it is covered under warranty by the manufacturer).  Our local HVAC company, [redacted], is a licensed installation and maintenance company, but they are not authorized to sell parts directly to an individual or a company.   [redacted] can find the model and serial numbers of the condenser and air handler on the units themselves for any licensed contractor to view.   We apologize for any continued frustration our customer has experienced in regards to his HVAC system. Please let us know if you have any questions.   Sincerely, [redacted]
[redacted]
[redacted]

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 rejection by [redacted], Richmond American Homes will review these concerns and reevaluate based upon the contents of her recent rebuttal and photographs. We will reach out once more to [redacted] in hopes to bring resolution to this matter.       Sincerely,                                         ...⇄   [redacted] Home Care Director [redacted] www.RichmondAmerican.com

August 8, 2016   [redacted] Attention: [redacted]     RE: Revdex.com Case # [redacted]    [redacted]
Dear [redacted]:   In response to the...

above mentioned Revdex.com complaint, Richmond American Homes has performed some research on this complaint and our Customer Care representative will be in contact with [redacted] to follow up on any outstanding concerns and address these as quickly as possible.   We apologize for any frustration our customer may have experienced.   Please let us know if you have any questions.     Sincerely,         [redacted]

May 25th, 2017 [redacted] RE: Revdex.com Case # [redacted] Dear [redacted]: This week [redacted] approved the list of outstanding items and work has been scheduled for completion at the home the week of June 5th through the 9th.  We will continue to communicate directly with the customer until the items are completed. Please let us know if you have any questions. Sincerely, 
[redacted]

June 19, 2017 [redacted]
[redacted]
[redacted]
[redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted] [redacted] Dear [redacted],Richmond American has contacted [redacted] and...

scheduled a meeting to review any concerns for Wednesday the 21st at 1:30 pm. We will continue to communicate directly with the home owner until all open items are resolved. Thank you. Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: still little to no communication regarding home, several issues still and multiple emails unanswered.Below industry standard craftsmanship on the home 
Sincerely,
[redacted]

I will advise when all tasks have been completed to my satisfaction.
[redacted]

Complaint: [redacted]
I am rejecting this response because: There is still no mention of replacing the damaged rear entry door. Damage that was caused in the first of several attempts to get it to operate correctly. I paid for a new door when I closed. If it's damaged in your attempt to fix it, the correct and proper response would be to replace it. I'm really tired of the foot dragging on Richmond Home's part on this matter. No mention of my correction to their claim that I never stated it was a safety issue either. An apology would of gone a long way, especially when I have a message in writing to Richmond Homes, and numerous times verbally as well, where I stated it was a safety hazard for my family. The workers that come to fix the problems are great. I have no issues with the lower level supervisors. It's when you get to the mid to upper level management of Richmond Homes where I have a problem. I paid for many, what I would consider high end upgrades, for my home. One would think the builder would make things right and correct them to the same level as their model homes. That's all I've ever asked for, and it seems like I've been met with resistance at almost every turn. If you can produce that level of workmanship in a model home and advertise it as such, you should be able to produce it in every home you build.
Sincerely,
[redacted]

1/24/18   Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039   RE: Revdex.com Case # [redacted]     Dear Mr. [redacted]:   We contacted the [redacted] and I met with them on January 23, 2018 to review their concerns. Richmond...

American Homes is committed to our Limited Warranty Program, and we discussed the warranty process with the homeowners. The outstanding warranty items were reviewed and the scheduling process has started.  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, Peter B[redacted] Orlando Quality Assurance Manager Richmond American Homes

2/5/16 Denver/Boulder Revdex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: Revdex.com Case [redacted] Dear Miss [redacted]: We reached out to both Mr. [redacted], the homeowner of record, as well as the tenant, [redacted] on February 1, 2016 via email.  Ms....

[redacted] responded shortly afterwards that paint repairs were completed on the same day that she filed the complaint.  The other repairs were scheduled and completed on 2/3/26 as confirmed by Ms. [redacted] through email. As of 2/5/16 we have still not received a reply back from Mr. [redacted] regarding his tenant’s complaint. We apologize for any frustration the customer may have experienced. Please let us know if you have any questions. Sincerely, [redacted] Home Care Manager, Nevada Division Richmond American Homes

Initial Business Response /* (1000, 5, 2015/07/15) */
7/15/15

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 /* (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, 2015. As I type this response, it is July 20th, 2015. I have emailed both gentlemen (Jul 9th & Jul 13th) with no response. Since June 26th, the only work that has been done is a poor job in correcting the sod in the front lawn. For 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 dirt. When they came to fix the sod, they literally just pulled sod off the truck and dropped on top of the existing sod. I 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 13 July. I was supposed to get a revised list of outstanding items to review, which I have yet to receive. I was also told on the 13th that personnel have been busy finishing other homes for scheduled closings. This 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 closing. Apologies are nice. meetings to discuss how things are going to get fixed are nice. hearing that your house is the worse, or the fact that you have to hear so many apologies is starting to wane a little. I just want my house the way it should be and the attention it deserves. If 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 response. I am still awaiting some real effort on Richmond's behalf to address the issues. I still do not have any dates actually scheduled to perform any work.
Final Business Response /* (4000, 30, 2015/09/29) */
9/28/15

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

RE: Revdex.com Case # XXXXXXXX

Dear [redacted]
Work continues at [redacted]'s home. Our next scheduled date for work is October 2nd. We will have numerous trades at his home including our field manager to oversee the work. I have spoken with [redacted] in regard to mediation and we both agree this is not the direction we want to take. We 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 /* (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 right. Due 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 closing. There 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 point. I would agree that mediation is not a good route, as it holds zero authority per the ADR agreement required at closing with Richmond. If 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.

5/19/17[redacted]
[redacted]
[redacted]
[redacted]RE: Revdex.com Case# [redacted]Dear [redacted],I met with [redacted] in person at his home and reviewed the items in question. We will address all items as needed with regard to our home warranty...

standards and processes. Please let us know if you have any questions. Thank you,[redacted]
[redacted]
[redacted]

As stated before the yard was never finished correctly, the yard is sunk in where they dug it up. I have fallen in the sunk in area, my children and my parents. twisted ankle. If someone from the Revdex.com would come by and see how bad it is. They didn't replace the plants they ruined. All the things I have stated in the original complaint.