Richmond American Homes

November 28, 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 is currently in the process of scheduling an appointment with [redacted] to meet and review these concerns as noted in the above mentioned complaint As soon as we have scheduled and reviewed these concerns, Richmond American will forward an update to the Revdex.com Thank you and we apologize for any frustration or inconvenience our customer may have experienced with regards to this matter Please let us know if you have any questions Sincerely, [redacted] Home Care Director [redacted] www.RichmondAmerican.com

February 14, [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] February 14, [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]

As stated before the yard was never finished correctly, the yard is sunk in where they dug it upI have fallen in the sunk in area, my children and my parentstwisted ankleIf someone from the Revdex.com would come by and see how bad it isThey didn't replace the plants they ruinedAll the things I have stated in the original complaint

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

Dear Miss [redacted] : In response to the above mentioned Revdex.com complaint, Richmond American Homes has reviewed and inspected Mrs***’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

Initial Business Response / [redacted] (1000, 6, 2015/10/16) */ 10/16/ Denver/Boulder Revdex.com [redacted] XXXXX-XXXX RE: Revdex.com Case # XXXXXXXX Dear [redacted] Our field staff met with [redacted] and had work scheduled for October 13thUnfortunately, there were some continued failures with the work scheduledI have spoken to [redacted] and have an appointment set up for Monday October 19thWe will continue to work with [redacted] until final resolution We apologize for any frustration our customer may have experienced and we are working to resolve the concerns Resolution of all customer complaints is very important to usPlease do not hesitate to contact us if you have any questions in regards to this or any other matter Please let us know if you have any questions Sincerely, [redacted] Director of Home Care, [redacted] Richmond American Homes

July 26, 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 had indeed made a previous commitment to [redacted] in replacement of his tree Unfortunately, this did not transpire as we had hoped last yearHowever, a Richmond American representative contacted [redacted] last week to follow up on our commitment to replace the treeIt will be scheduled as quickly as possible Our apologizes for any inconvenience 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:Unfortunately, the rock isn't the only problem: 1. The front door is difficult to open. So difficult in fact, that neither one of my children are able to open the door on their own...when door is unlocked.2. The workers got our carpet wet downstairs prior to closing, then the carpet was spliced & replaced, however none of the carpet seams match up, it's coming loose from the baseboards, strings and fibers are everywhere. This was upgraded carpet with a 20+ year wear warranty.3. Gouges are in a few places on our hard wood floors prior to closing.4. They have made cut outs on the side wood on the stairs that are suppose to match up with the wood and baseboards, they do not. So I have two holes in the side wood going down the stairs and nothing in the holes.5. Paint is splotchy all over the house. There is paint on the hard wood floor.6. Baseboards in the majority of the entire house do not match up, so they are sticking out.7. The upgraded lock we paid for, slips all over the door, it's not stable, everytime you lock the deadbolt the entire lock moves back and forth scraping the paint off the inside of the door.8. Glue all over the trim and baseboards, instead of cleaning the glue, it was painted over, leaving bumps, and clumps all over the walls.9. Hard wood floor is sticking up in places, it is not flush as it should be.10. One of the cabinet doors has numerous holes in it that instead of replacing the door, just painted over it.11. Paint is on the glass door around the trim going out to the backyard.12. Most of the outlets are nearly impossible to get a plug into.13. Some of the side board going down the stairs has been sanded and painted, the other side has not, just painted, leaving splinters, thick splinters having out through the paint.14. The kitchen island is missing trim on one side, so there is a huge gap between the cabinet and the floor & bar.15. Construction manager and the like have given us the answer, "that's just the way it comes."THAT was NOT told to me when I signed the contract. I did not buy an as is home. There are more, but the bottom line is this: Richmond Homes did not follow through on their contract. They hurriedly and sloppily "finished" the home in order to close. This home was in no way ready to close, and I have been living in it nearly a month & still wondering when things are going to get done. Sincerely, [redacted]

7/11/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : We contacted [redacted] by email on June 9th Our area Home Care Representative, [redacted] , reached out to [redacted] with an email to schedule a date to review the issuesWe have scheduled a work day to complete most of remaining items for July 17, As some of the work cannot be completed on the same day we will schedule another day to reinstall the garage service door and concrete pad 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 until all items are addressed Please let us know if you have any questions Sincerely, [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-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] ***

7/21/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : We contacted [redacted] on July 21, and scheduled a time to inspect master shower on July 26, I will also look at hardwood and other issues at that time As the hardwood floors are covered by the manufacture we may need to have a Manufacture Representative inspect to floor After my meeting and inspection of the items we will schedule a work date to complete covered issuesIf a Manufacture Representative is required we will contact our supplier to schedule the inspection 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 3, 2016 Denver/Boulder RevDex.com Attention: [redacted] RE: BBB Case # [redacted] *** *** Dear [redacted] : In response to the above mentioned BBB complaint rejection from [redacted] , Richmond American Homes has fulfilled its obligation as promised. The tree has been replaced as of July 29. Our apologizes for any inconvenience and please let us know if you have any further questions related to this matter. Sincerely, [redacted] Home Care Director [redacted] ***www.RichmondAmerican.com

[redacted] closed on his home October 18, At that time he signed paperwork stating stains and soil of carpeting will only be addressed by Richmond if it is documented prior to moving inAt closing, the carpets were not, nor reported to be, soiled [redacted] signed off on the paperworkAdditionally, the 1-year limited warranty expired on [redacted] home in October He filed a complaint regarding his carpeting after that timeAs previously stated, Richmond American Homes had an independent flooring inspector look at [redacted] home on February 10, The inspector did not find the soil on [redacted] carpeting to be the fault of Richmond American Homes, and denied his claimWe will not reimburse [redacted] for his flooring as his initial request was outside the warranty period and “soil” falls under homeowner maintenance, which the customer agreed to and signed off on at the closing of his homeMultiple inspectors came to the same conclusionA warranty sample book, signed warranty paper work, and the inspector’s reports are attached for your referencePlease let me know if you need any additional informationThanks, [redacted] Nevada Home Care Manager Richmond American Homes

4/13/ Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] To Whom It May Concern: I spoke with Mr [redacted] this afternoon to discuss a time to meet; he is currently out of state and we have agreed to speak again on Tuesday April 18, to confirm a day and time to meet at the home We realize that Mrand Mrs [redacted] remain frustrated with the circumstances involving their leak and warranty repairs Richmond American is committed to addressing any warranty items that Mrand Mrs [redacted] are concerned with and we will schedule any warranty repairs needed after inspection We do apologize again for any frustration our customer may have experienced and we are working to resolve their concerns Please let us know if you have any questions Sincerely, [redacted] ***

10/26/ Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : We reviewed the contract signed my [redacted] dated 6/20/in addition to the email communication from our sales associate to the buyers As a result, we will be refunding the buyer’s earnest money per the contract, less the $processing fee We apologize for any frustration our customer may have experienced Please let us know if you have any questions Sincerely, [redacted] Director of Sales Richmond American Homes

Complaint: [redacted] I am rejecting this response because:As I indicated I would like to speak to someone above *** He is not quoting what that date of warranting the work would be Is this something they have in writing Also, it took 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] ***

May 25th, [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 completedPlease let us know if you have any questionsSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Richmond American Homes ( [redacted] ) did come to my home today (8/25/2016) to review my complaintsSome of which they will act upon, others I was told Richmond will not address These items I would like to continue to have conversations about Ultimately I am requesting Richmond to correct all their errorsIt will be a few weeks for the items they are addressing to be taken care ofThey are to start some of the work 8/31/ Sincerely, [redacted]

11/1/ 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 concernsThe home originally closed in December The home is covered under a year workmanship and materials warranty, which had expired before the time of this claim As a courtesy, we had a plumber inspect the concernTheir findings were the parts were damaged due to the chlorine tablets used by the homeowner and were not found to have a manufacturer defectGiven the status of the warranty at the time of claim and the findings of the Plumber, it was determined to be a homeowner maintenance issueBecause 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

8/30/ Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : We contacted [redacted] by Phone on 8-25-to address unresolved items, We rescheduled the trade for Saturday 8-27-and confirmed completion on 8-29-at 9amThis specific concern has been resolved 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] Warranty Manager, Northern Colorado Richmond American Homes