Richmond American Homes

October 26, Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] *** [redacted] Dear [redacted] : In response to the above mentioned Revdex.com complaint as rejected by [redacted] , Richmond American Homes has met with him once again on Monday, October 24th to review this concern There was some miscommunication in that the vendor did not perform the necessary repairs as instructed Richmond is in the process of re-scheduling these repairs as quickly as possible 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

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessary Sincerely, [redacted]

11/1/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : The home of [redacted] closed over a year ago [redacted] ***, Division President, contacted [redacted] directly on 10/26/to discuss her concerns [redacted] explained to the homeowner that screens are not a part of the sliding doors we installed in the homeNo other customers have received a screen for that productAll 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 a screen door being included, and as such none was provided with this transactionThe customer has been notified that Richmond American Homes will not be adding screen doors as the homeowner requestsWe apologize for any frustration our customer may have experiencedPlease let us know if you have any questions Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: As per independent roofing companies the roof was not installed correctlyIt happened to all the houses in our row which are the same modelRichmond conveniently ignored the rest of the issues in my email - dry mold in the closet floor and rotten wood on the front staircaseIt's the sheer volume of things wrong in a year old house and the time, effort and money we have had to spend on it Sincerely, [redacted]

November 22, Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] *** [redacted] Dear [redacted] : In response to the above mentioned Revdex.com rejection as related to the original complaint, Richmond American Homes has no control over weather conditions in regards to wind infiltration of windows in that the fashion in which windows are manufactured allow some wind penetration at the slider interlock as well as the designed weep holes which allow water to vacate the rain track Windows are meant to keep exterior moisture from the interior of the home, but cannot alleviate any and/or all wind conditions Richmond American will have our contractor/supplier schedule an inspection in the assurance that the windows are proper Sincerely, [redacted] Home Care Director [redacted] www.RichmondAmerican.com

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

2/26/Denver/Boulder Revdex.com Attention: [redacted] Cherokee StDenver, CO 80204-RE: Revdex.com Case # [redacted] Dear Miss [redacted] : We have continued to work with Mr [redacted] to complete work in his homeWe completed the flooring repairs in the upstairs bathrooms and we also addressed the baseboards and the wall touch upsWe apologize for any frustration our customer may have experienced and we have worked to resolve the concernsPlease let me know if you have any questionsSincerely, [redacted] Director of Construction, Phoenix Division Richmond American Homes [redacted]

8/2/ Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear Miss Liebsock: [redacted] Rogers purchased his home, located at [redacted] ***, on 6/24/After reviewing the records available for this home we found no history of the issues reported within the timeframe of the limited warrantyAlso, at the time the home was built in 2002, the home passed all local inspections and was built to the required codes of the day We provide our customers with a year limited builder’s warranty, with some limited coverage into the second yearWe also provide our customers with a Year Major Structural Defect Warranty managed through the Residential Warranty Corporation (RWC)Unfortunately, at this time all of those warranties have expired on this home We apologize for any frustration our customer may be experiencing but RAH will be taking no action at this time due to expiration of all warranties agreed to at time of settlement Please let us know if you have any questions Sincerely, [redacted] SrDepartmental Coordinator, Maryland Richmond American Homes

9/22/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] : Our Home Care Specialist, [redacted] ***, reached out to [redacted] and scheduled our flooring company for repairs on September 15, [redacted] confirmed via text that the repairs had been completed and we have closed out the ticket We apologize for any frustration our customer may have experienced Please let us know if you have any questions Sincerely, [redacted] ***

2/4/Denver/Boulder Revdex.com Attention: [redacted] Cherokee StDenver, CO 80204-RE: Revdex.com Case # [redacted] Dear Miss [redacted] : We were contacted directly by Mrs [redacted] on the afternoon of 1/14/I told her I would do some research and get back to herAfter several phone calls with her and her realtor the Director of National Sales/CE Operations [redacted] and I reached out to her again on 1/29/ We reviewed the promotion addendum with Mrs [redacted] again and addressed her remaining concerns She was satisfied with our conversation and they are moving forward with their home purchase with usWe apologize for any frustration our customer may have experienced and we have worked to resolve the concernsPlease let us know if you have any questionsSincerely, [redacted] Director of Sales, Jacksonville, FL Richmond American Homes

1/24/ Denver/Boulder Revdex.com Attention: [redacted] Cherokee StDenver, CO 80204- RE: Revdex.com Case # [redacted] Dear Mr [redacted] : We contacted the [redacted] and I met with them on January 23, to review their concernsRichmond American Homes is committed to our Limited Warranty Program, and we discussed the warranty process with the homeownersThe 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

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ 9/16/ Denver/Boulder Revdex.com Attention: [redacted] XXXXX-XXXX RE: Revdex.com Case # XXXXXXXX Dear [redacted] We contacted [redacted] directly via phone [redacted] the area project manager, worked with [redacted] to address her concerns and identified a plan to remove the trees in questionThe trees were removed on September We apologize for any frustration our customer may have experienced and have worked 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 Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you Richmond Homes going the extra mile and reimbursing the buyer for the total cost of the removal of the treesI appreciate your commitment to the buyer and to the neighborhood

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]

8/27/14 Denver/Boulder RevDex.com Attention: [redacted] 1020 Cherokee St. Denver, CO 80204-4039 RE: BBB Case # [redacted] Dear Miss [redacted] : We contacted Ms. [redacted] directly on Mar 24, 2016. Our area Home Manager, [redacted] reached out to her by email. The home was... completed in July 2013, and in August 2014 Richmond did some cement repairs to the home. As the home is outside the 1 year limited warranty, these repairs are no longer warrantable. [redacted] explained to Ms. [redacted] , as outlined in the agreed upon RWC warranty program her request does not meet the guidelines for replacement. 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] Denver Division President Richmond American Homes

11/15/ Denver/Boulder Revdex.com Attention: [redacted] RE: Revdex.com Case # [redacted] Dear Mr [redacted] : We attempted to contact the [redacted] directly on three different occasions via phoneWe have agreed in writing to them that we will reimburse them for their $deductible and have sent them a release that needs to be signed before we provide them with the reimbursementWe have not had the release returned to us nor any response to our voicemails left on 11/2/and 11/3/ 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] NCO Home Care Manager Richmond American Homes

Dear Sir/Madam at Revdex.com, Thank you for relaying the response from Richmond American HomesWe are talking about two issues here, namely, carpeting issue and the toilet issueRichmond American Homes customer care did come back to repair the carpeting to my satisfactionHowever, I would not agree their conclusions over the defects of the toiletsFirst of all, we used the Clorox toilet tablets which we purchased from Costco for cleaning toilet purposeWe had two previous homes we used the same Clorox tablets and those toilets are still working after many years of using the same productsSecondly, even if the tablets had some negative effects to the toilet flappers, I myself replaced one of the flappers myselfWe are not talking about the flappersWe are talking about all three PUMPS of the toilets are all broken at the same time, not the FLAPPERSWhat are the odds that all three PUMPS(NOT FLAPPERS) are being damaged all at the same time? These are definitely problems of defective products Thank you for your attention Best regards, [redacted]

Please note this update was sent by our [redacted] team on 4/and we are delayed in posting thisOur apologies 4/18/ [redacted] RE: Revdex.com Case # [redacted] Dear Mr [redacted] : Richmond American has completed all but one of Mr [redacted] ’s warranty concerns; the last remaining item is a new set of exterior shutters Our office had placed an order for the new shutters which were delivered in the incorrect style and asked Mr [redacted] if he would prefer the new style or to have us continue with placing another order of the existing styleMr [redacted] responded that he would prefer the existing style that is currently on his home; we have since reordered and are awaiting a delivery date [redacted] , our [redacted] , contacted Mr [redacted] in an effort to resolve any additional concerns that he may have Please let us know if you have any questionsSincerely, [redacted] Richmond American Homes

[redacted] Dear Miss [redacted] : We contacted Mr. [redacted] directly on April 9, 2016. Our area Home Manager, [redacted] reached out to him by... email. The homeowner has asked for reimbursement for damage to a table and ceiling fan and we just received the costs and are processing a check request for that amount. The customer also stated that there were other items that needed reviewed and repaired under the warranty and we are awaiting the list of items to schedule the work day for 5/2/16 per the request of Mr. [redacted] . 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] Denver Home Care Manager Richmond American Homes

Complaint: [redacted] I am rejecting this response because: This issue is NOT resolved as I am waiting on the service report from the trade as well as a response from the Richmond division president regarding future warrantyI also have yet to be reimbursed for you expenses per [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/26) */ 10/26/15 Denver/Boulder RevDex.com Attention: [redacted] 1020 Cherokee St. Denver, CO XXXXX-XXXX RE: BBB Case # XXXXXXXX Dear Miss [redacted] We were contacted directly by Mr. and Mrs. [redacted] at approximately 5:00pm... on Friday 9/18/15. Our area sales agent, [redacted] spoke with them and contacted our home care director, [redacted] who scheduled a remediation contractor with Mr. [redacted] that evening. The sewage loss affected most of the first floor and required removal and replacement of laminate flooring, carpet and pad, baseboards, drywall, casing and trim. After removal of damaged materials we cleaned, dried out and tested to confirm the home was clean and ready to build back the repairs. All damaged materials original to home have now been replaced and the home owners moved back in on 10/14/15. The last item to complete is a replacement of the garage floor coating that was water damaged. This is scheduled for 10/29/15. Because of the inconvenience, the [redacted] 's received different flooring, and reimbursed for the temporary displacement from their home. 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 Director, Northern California Division Richmond American Homes Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) All items have finally been fixed. All flooring was installed and our epoxy was completed on 10/29/15. Although items were finally completed, it is pretty bad that it took writing to the business bureau and contacting the headquarters to get movement on this. We closed on the house in early September and didn't move into the house until 10/14/15. That is pretty unacceptable to say the least and it shouldn't take contacting external agencies to get communication and movement on the case. I hope another customer of Richmond American does not have to go through an experience like this.