Richmond American Homes

March 2, [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 continues to work to address the agreed to items in his home We understand the warranty process and scheduling repairs can be frustrating and apologize for any inconvenience to our customerWe will continue to work with the customer until the agreed to items are completed Sincerely, [redacted]

[redacted] [redacted] RE: Revdex.com Case # [redacted] Dear Mr [redacted] : Our Home Care Representative has been in contact with Mrand Mrs [redacted] and had repairs completed on September 18, per our warranty.Richmond has agreed to address the following items listed in the complaint per our warranty program guidelines and the RWC warranty program at the end of Mr***’s year warranty including, but not limited to, drywall and stucco repairsAll elements of the transaction must be documented in writing in the Purchase AgreementIn reviewing the agreement as signed by the buyer, our team found no selection of raised ceilings on the 2nd floor of the home or extra TV support chosen, and as such none was provided with this transactionThe standard carpet and ½” antimicrobial carpet padding installed were items selected by the homeownerWe apologize for any frustration our customer may have experienced and we are working to resolve the concernsPlease let us know if you have any questions Sincerely, [redacted] Home Care Manager, Nevada 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 as long as they are sactuall implementedThey have reviewed my issues and agreed to fix them under the warrantyI will allow the fixes to be made within a reasonable timeframe Sincerely, [redacted] ***

9/19/ [redacted] [redacted] Dear [redacted] We have been in contact with Mr& Mrs [redacted] and have fully outlined the price changes made In July, the Phoenix Division made a change to the base price and incentive policy, and as we shared with the buyers, the sales incentives offered were removed and the base prices were reduced accordingly Mr& Mrs [redacted] ’s complaint was premised on the buyer’s understanding that incentives created an equity position In reality, the buyers’ net price remained $1,better than had they purchased at the time of their complaint Since then, an additional price increase of $3,has improved the buyer’s position by a total of $4, We have also addressed the buyer’s complaint with their Realtor who fully understands the issue and that her clients were not harmed The buyer’s Realtor is in full support of Richmond American Homes, and has offered to speak to the buyer on multiple occasions At this time, there is nothing further that Richmond American Homes is prepared to offer the buyer 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] ***

August 8, Denver/Boulder Revdex.com Attention: [redacted] Cherokee StDenver, CO 80204-RE: Revdex.com Case # [redacted] z [redacted] *** [redacted] Dear Miss [redacted] : In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Mr [redacted] zWe have continued to monitor the movement of the drivewayIt has been determined it now meets the guidelines of the limited warranty for replacementWe are working with the homeowner to complete this workWe apologize for any frustration our customer may have experienced and we are working towards resolution of these issues as quickly as possiblePlease let us know if you have any questionsSincerely,

8/2/ [redacted] RE: Revdex.com Case # [redacted] Dear Mr [redacted] I Placed a call to [redacted] today 8/2/at 9:AM requesting Copies of reports from [redacted] *** [redacted] and there insurance company I agreed to review the reports and then set up a time to meet with the [redacted] ’s and preform an inspection of the issues We are requesting reports prior to our meeting/inspection so we may be prepared After our meeting and inspection of the issues with the [redacted] ’s we will address the issues as outlined in the agreed upon RWC warranty program We apologize for any frustration our customer may have experienced and we are working to resolve the concernsWe will continue to communicate directly with the homeowner Please let us know if you have any questions Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Dear Mr [redacted] , Mr [redacted] has not answered/addressed either of the questions (in points) being asked in my previous responseI would like to request Mr [redacted] to address them pleaseThank you Sincerely, [redacted] ***

9/29/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : Although Richmond American is affiliated with [redacted] , we are not the same companyAccordingly, we sought information relating to the loan process before preparing this response We are informed by [redacted] that the [redacted] family prequalified for an FHA loan at the time of initial applicationUnfortunately, due to their credit history, they did not qualify for the Conventional loan they wantedOn February 28, 2017, [redacted] sent the borrowers a Loan Estimate and Uniform Residential Loan Application for a 30-year fixed-rate FHA loan, which they signed and returned April 24, After several months and upon reconsideration, the family’s credit scores had improved and [redacted] attempted to contact the Juarez’s to notify them that they now qualified for a Conventional loan***’s phone calls were not returned The Richmond American sales team was advised that the [redacted] family had been re-qualified for a Conventional loan with an unaffiliated lender and would no longer be financing the purchase of the house with ***Using our affiliated lender is an option that is made available to our customers and is never requiredHowever, the incentives the [redacted] family contracted for (closing cost assistance and structural option costs) were originally only offered in connection with the use of our affiliated lender, ***At that time, Richmond American offered the family a special exception that would allow them to use the non-affiliated lender and keep their incentives We do not know the payment options presented to the [redacted] family or what type of loan they were offered by the outside lenderNotwithstanding their qualification for a loan, and our provision of the incentives, and the fact that we had built the house in reliance on their qualification, the Juarez’s have demanded return of their earnest money deposit As with many real estate contracts, Richmond American’s contract states that the earnest money deposit is nonrefundable in the event of cancellationAs a builder, we have spent hundreds of thousands of dollars to build this home and the earnest money deposit helps us offset the costs expended if the contract is terminated by the homebuyerCancellations can and do happen for a variety of reasons, including buyers not being approved for the specific loan type they desire This earnest money deposit is paid to us, the builder, and is paid regardless of which mortgage lender a homebuyer selectsIt is tied to the contract for the home, and the fact that Richmond American is putting money and time into building that homeThe earnest money deposit is not paid to [redacted] at any point

July 11, Denver/Boulder Revdex.com Attention: [redacted] Cherokee StDenver, CO 80204- 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 concernsWe 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 questionsSincerely,

August 17, [redacted] RE: Revdex.com Case # [redacted] *** [redacted] [redacted] , Richmond American homes has reached out to [redacted] on separate occasions (July 21st & 26th ) in attempts to schedule an inspection between myself and the [redacted] ’s To date I have not yet received confirmation to my request for a meeting date but will continue our efforts to bring resolution to this matter Thank you Sincerely, [redacted] ***

July 18, 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 addressed this complaint as follows: [redacted] purchased and closed on this home in June The front and rear yard landscaping is provided by Richmond American Homes on all homes within this community Typical landscaping is sod installation at the front and rear with P&E installed at 5’ perimeter around the foundation with rock placed within these areas Within this community, there are restrictions related through the municipality which dictates the amount of sod placed within the rear of each lot Apparently, [redacted] deemed the amount of rock placed was in excess of expectations, but is typical as per the requirements In keeping with good customer relations, Richmond Homes is in the process of scheduling some of this rock removed from the rear yard We apologize for any frustration our customer may have experienced and please let us know if you have any further questions related to this matter Sincerely, [redacted] Home Care Director [redacted] www.RichmondAmerican.com

Complaint: [redacted] I am rejecting this response because:I am writing to inform you that Richmond had agreed to do the work today starting at am but they did not show upInstead, after multiple calls and an email from me to them since morning, they just emailed me stating that the work will now be done on Dec 20thCan you please reopen the complaint? Thanks***=======================================================================...⇄ Sincerely, [redacted]

11/11/ Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : [redacted] , Northern Colorado Division President, has been in contact with the homeownerHe is also working with the furnace company to help address the concernsThe home originally closed 3/20/The one-year workmanship and materials warranty administered through Richmond American Homes had expired at the time of this claimHowever, the manufacturer parts warranty is still in effectWe are working with the manufacturer and home owner to address 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] Northern Colorado Division President Richmond American Homes

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and agree to wait for their feedback after the onsite visit Monday April 18th Sincerely, [redacted]

7/26/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] , We contacted Mr [redacted] on July 18th via voicemail and spoke directly with him on July 19thWe went over outstanding repairs to the shower and a tree replacementAt this time, inspections have been completed and we are working on the repairs for the shower and hope to have them completed as soon as possibleThe goal is to have that item addressed within the next business daysWe apologize for any frustrations our customer has experiencedWe are working diligently towards resolution and will continue to communicate directly with the homeowner until all items have been addressedPlease let us know if you have any questions Sincerely, [redacted] ***

11/11/ Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] ***: A workday is currently scheduled for 11/to address open warranty itemsThe 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 screenThe customer is aware of the schedule and agreed upon repairs Our Home Care Specialist, ***, 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] SrDepartmental Coordinator, Maryland Division Richmond American Homes

January 31, [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 requirementsThe 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

2/22/ [redacted] RE: Revdex.com Case # [redacted] Dear Miss [redacted] : [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

10/11/ [redacted] RE: Revdex.com Case # [redacted] Dear Mr [redacted] : [redacted] ***, Home Care Manager, contacted [redacted] directly on 10/3/by phoneA work day is scheduled for today 10/11/2017, AM to 12PM, to complete additional work Richmond has agreed to do the following items listed in the complaint per our warranty program guidelines: #Remove and replace garage service door stoop #Replace garage service door and jambs #replace rear patio counterfort and re-pour pad #Supply [redacted] with copy pf Engineer’s report and patch cracks as recommendedRichmond also agreed to repaint the body of the house and touch up the trimAll above listed repairs will be completed as outlined in the RWC warranty programA Richmond Home Care Representative will schedule the above items with [redacted] to be completed as soon as possible 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: #1: we asked if all windows and sliding doors came with a screen since screens are not ever shown on modelsWe only added the $8,stacked sliding door option, since we were told it came with a screen and the screens are never shown on RAH modelsWE NEVER WOULD HAVE ADDED THEIR $UPSELL HAD WE KNOWN WE WOULD HAVE HAD TO PURCHASE A $3,CUSTOM SCREEN LATER! We asked and sales told us screens came standard with all sliding doorsWe would have chosen the free option had we been told the truthOur neighbor was also told the same thing as this is not hearsayIt is not disclosed anywhere on the paperwork the screen was not included with this specific door, so why would we know this? Especially since we clarified with their sales team? If screens are included standard on sliders and the customer asks if they come with the door we were installing on our house, where did we go wrong?#2: we asked our Superintendent (when the stacked sliding door was installed) why the screen wasn't on the doorHe said it would be installed closer to closingOur neighbors were also told this by the same super, so again, this is not hearsay.My questions is: WHY DOES RAH REFUSE TO TAKE RESPONSIBILITY FOR THEIR MISTAKE?We understand it was a new product for them and they failed to train their employeesI also have an email from another sales associate telling me the manufacturer can add it post installAgain, their employees are still not trained, even though I have complained to MULTIPLE employees and management for over year, all in writingI spoke with the manufacturer and they can't do it, except at time of manufacturer, in their plantThis Richmond sales person sent me this email, after I closed and posted it on social mediaInstead of asking for a credit of $8,for being lied to on the door upgrade, we are simply asking them to make it rightIf they continue to refuse to take ownership for their mistake, we will sue for a credit of $8,plus the cost of the $3,screen Sincerely, [redacted]