Richmond American Homes

8/25/ [redacted] RE: Revdex.com Case # [redacted] Dear [redacted] We have reviewed the documentation provided by [redacted] and the buyers have terminated their contract We processed a full earnest money return at their request 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 15, 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 reached out to [redacted] by phone and emailWe are awaiting a return call so Richmond American may review these concerns as reference below: Customer’s Statement of the Problem: We moved into our home of and have several warranty issues that still have not been fixed after well over a year of communications and promises from RichmondOur main issues are paint on the outside that began to peel off weeks after moving inWe also have doors and casings that have never opened and closed correctly (casings not level)We also have garage trim that was delivered in April but is still sitting in our rocks in the front yard uninstalledOur garage door keypad was also removed in April and never reinstalledWe also have paint and texture issues all over the ceiling in the kitchen ever since we moved inWe have given up on getting many things repaired under warranty through Richmond, items such as drywall, paint, and hardwood floor problems; some of which were identified during our original walk through before closing on the houseMajor items such as the outer house paint, doors, casings, ceiling texture and inside paint issues still need to be addressed by RichmondI have been patient and allowed each of the or warranty reps that have been assigned to our neighborhood a chance to fix the problemsAll have started out great but never fixed any major issuesWe were supposed to have a one year walk through last month but have received zero communications from RichmondFor a new home at this price level I am disappointed in the build quality warranty service I have receivedI will likely not consider another Richmond home in Once we have made contact with [redacted] we will work to address his concerns Thank you Sincerely, [redacted] Home Care Director [redacted] www.RichmondAmerican.com

Dear Miss ***: We contacted MrMiller on 5-16-via email to notify them that we had received the Revdex.com concern and to schedule to meet and review their concerns on 5-25-or 5-26-of next week, we will review and determine the best resolution through their RWC WarrantyWe apologize for any
frustration our customer may have experienced and we are working to resolve their concernsPlease let us know if you have any questionsSincerely, *** ***
Home Care Manager, Northern Colorado Division Richmond American Homes

Complaint: ***
I am rejecting this response because: The scheduled date for this appointment was to be 8/24/between 8-12pm I wrote this down in my notes from my conversation with *** *** and then put this into my phone calendar I would not have scheduled this for 8/23/, as I had a long standing work meeting that could not be changed on 8/23/ This is the third no call/no show regarding this AC issueThe third day I have taken off work to meet with This is another example of poor management by Richmond When I called and asked if I was to expect someone, they asked if anyone had shown for the appointment on 8/23/16? I said no, the appointment was for 8/24/ Again, no communication from Richmond or their subcontractors When asked to speak to *** ***, I was told, he is in Mexico Horrible management by an even worse home builder Do no purchase a Richmond American Home!
Sincerely,
*** ***

November 21, Denver/Boulder Revdex.com Attention: *** *** *** *** *** Denver, CO 80204- RE: Revdex.com Case *** *** ***
*** ** *** *** Aurora, Co.
Dear ***, In response to the above mentioned Revdex.com complaint, Richmond American was in contact with Mr*** in scheduling the appropriate repairs. In the interim of scheduling, Mr*** contracted a plumber not associated nor contracted with Richmond American to perform these repairs. Contractually under the provisions of the Limited Warranty documents, Richmond must be given the opportunity to first perform any repairs and/or replacements. Prior authorization through Richmond personnel may be given under emergency situations to utilize an outside source with the agreement to reimburse any associated costs, which in this situation, neither was an emergency situation nor prior agreement made nor authorized. Therefore, Richmond American regrettably cannot reimburse Mr*** for any associated repair costsPlease let us know if you have any questions. Sincerely, *** *** Home Care Director

Complaint: ***
Richmond visited the siteThe work is scheduled for DecUntil the work is completed satisfactorily, I cannot accept the matter as resolved.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: In the meeting with NEVADA CONTRACTORS BOARD nothing was said about raising the drain to inchesIt was established that the drain it self was under Nevada Contractor StandardWhat *** *** ***, Director of Special Projects agreed to do is place a half of center block with holes to act as the weap holes missing in the courtyardThe original weap holes in the courtyard are covered by paversThis would consist of cutting the wall, placing the half center block with holes in, stucco and paint for a complete projectAll the houses at Cadence have the weap holes that allow the water from the courtyard to drain properlyI don't know why *** *** has a different story from what was discussed in the meeting but if she got the information from *** *** that would explain why, *** has done this to me before, forgetting what was said in a meetingI suggest *** ask *** *** *** for the complete conversations, including the phone conversation we had after the meeting
Sincerely,
*** ***

12/11/ Denver/Boulder Revdex.com Attention: *** *** *** *** ***
*** ** *** RE: Revdex.com Case # *** Dear Mr***: Upon receiving this Revdex.com Complaint, Richmond American Homes had already scheduled an inspection by a manager, for
Friday, December 8, at 9:a.mThis home closed on 8/19/and during the first year of warranty there were some tile issues in the homeWe did replace some incorrect tile and there was some grout that was cracking/breakingService visits were provided by our tile subcontractor to address Mrand Mrs*** concerns on multiple occasionsUntil today the last visit to the home, in reference to the shower tile, was in August of During our visit to inspect the shower, a level was used to inspect the concerns with the slope of the shower baseIt was discovered that proper fall is present for drainageTherefore, this issue requires no correction by Richmond American HomesUpon examination of the mold or mildew, there were no construction/install errors in relation to this issueIt was determined that the most likely cause is related to homeowner maintenanceWe have recommended that the homeowner remove the affected caulk, at minimum, and reinstall new caulkThe small black specks on the paint appear to be a result of moisture as wellThe homeowners did report that these specks are able to be wiped from the surfaceMore frequent and thorough cleaning with the use of the exhaust fan should prevent these issues in the futureMrand Mrs*** requested direction for how to escalate their concernsOur manager provided direction on how to contact Residential Warranty Corporation (the provider of the year major structural defect warranty) as well as how to request an arbitration/mediationIn closing, we could find no evidence of faulty craftsmanship as reportedDue to our findings, explained above, Richmond American Homes must deny Mrand Mrs*** request to demo the showerPlease let us know if you have any questions Sincerely, Anne C*** SrDepartmental Coordinator, Maryland Richmond American Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
*** was extremely helpful and instilled confidence that they will correct these issues. As this is just the first part to the resolution and no work has been done nor have they committed to reimbursing me for the inspection I can not fully say that this issue is closed but I believe that Richmond will follow through and do the correct thing.
Sincerely,
*** ***

Richmond was outstanding in responding but after the first days I have heard nothing more, no contact no next move or scheduling attempts I believe *** was sincere but it has gone right back to previous issue, lots of concern lots of promisees and no deliveryAt the very least I would have expected some kind of contact to arrange dates but I have heard nothing after weeks from Richmond or the manufacturer as to dates or even the scope of the replacement

August 12, Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** *** ***
*** *** ***
*** *** *** *** Dear ***
***: In response to the above mentioned Revdex.com complaint, Richmond American Homes has reviewed, inspected and denied *** *** repairs associated with these concerns due to warranty expirations. Richmond has no record of this issue occurring during the warranty period, and requested of *** *** on July 26th to please forward me any photos and/or documentation of previous commitments by any Richmond American representativeTo date we have not had any follow up from this requestWe will reach out once more to *** *** in hopes to bring resolution to this matter It is out hopes that we can resolve these concerns in as timely a fashion as possible. Sincerely, *** *** Home Care Director *** ** *** *** *** ** *** www.RichmondAmerican.com

3/3/ Revdex.com Attention: *** *** *** *** ***
*** ** *** RE: Revdex.com Case # *** To Whom It May Concern: Mrand Mrs*** have unfortunately experienced a water intrusion affecting a portion of their kitchen. Richmond
American had contracted a vendor specifically licensed in water damage to properly mitigate the area to assure a complete dry out. We have the ***’s scheduled for 3/13/to install a final cabinet door that had to be ordered due to damages during this process Although Richmond American was not notified in writing in regards to the water intrusion or meal reimbursements, I have spoken with Mrs*** and our office will begin the reimbursement for meals in accordance with Richmond American policies. 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, *** ***
*** *** *** *** *** Richmond American Homes

Complaint: ***
I am rejecting this response because:The extremely dissapointing part to the entire process is the fact that of the Richmond field warranty consultants promised us we would have our driveway replaced once the weather was warmerWe had cracks in the driveway upon mowhich we pointed out and then over the course of the next months they became worse and eventually stretched from one side of our driveway to the otherWe have seen neighbors driveways replaced without verticle displacement and can get testimony to such. We purchased a brand new home for over $400K and should not have to simply accept a driveway that is less than perfect condition, especially when it had defects when we moved in. We believe Richmond should honor the word of their field consultants and do what is right by the customer I did notice the reply is from *** *** which we have both emailed and spoke to in regards to this ***r*** has been less than helpful and continues to refer back to the verticle displacement, even when we showed him properties in our neighborhood that had driveways replaced without the displacement***'s response was simply " that was then and this is now".We are not satisfied and want an acceptable resolution to this ***r.Sincerely,
*** ***

7/17/ *** *** *** ***
*** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: We contacted *** *** *** directly on 7/7/ I am the *** ** *** in *** and I
reached out to him via phone This home has not been started and there was some misunderstanding at the point of sale as to how the garage orientation was to be laid out After doing some research and having a face to face meeting with the customer and Construction Manager we have agreed to revise the building permit and move forward with the new orientationThe buyer understands that he will be receiving weekly update calls from sales and construction and that there is no compensation being given for this mistake 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, *** ***
*** ** *** *** ***
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have attached photos of the hardwood flooring showing areas where TWO U.Squarters fit between the cracks The width of a U.Squarter is mm, therefore the claim that the expansion is is defunct Our rear stoop has been pulling away from the house within months after we moved in This was filed under warranty, and we were told it would be replaced We have since been unable to contact anyone consistently to get something scheduled
Sincerely,
*** ***

8/19/ Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: We contacted *** *** by Phone on 8-26-to address unresolved itemThe landscaping repair was
completed on 8-26-To help improve communication we have exchanged contact information with the homeowner as well as explained the form for filing claims 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, *** *** Warranty Manager, Northern Colorado Richmond American Homes

Complaint: ***
I am rejecting this response because: To Whom it May Concern: I would like to know how to reopen a Revdex.com complaintThere has been no movement on the end of Richmond since you closed our complaint on 11/They have not responded to any of our phone calls text messagesI just found out through conversation with our neighbor that a window company showed up at their house last week due to a Revdex.com complaint but they had no idea what was going onWe live at *** * *** *** We have the following things that need to be addressed asap and would appreciate a timely response to our concerns: 1: We would like someone to come out and look at our windowsWe need to ensure that they were not installed with framing nails and if they were we would like all windows to be property installed2: We still have not heard anything about the roof inspector who came out to inspect our roof due to the waving of the roof due to being left open for an extended period of timeThat inspector was here well before Thanksgiving time and we have yet to hear anything about his visit3: We still are needing our $reimbursement for the cost of labor to extend our floor in our dining room since it was discovered that we were shorted feet of hardwood4: We still need an electrician to come out and replace our breaker since it has now tripped times in less than months If someone from Richmond would contact my husband at *** immediately that would be appreciatedOtherwise, I need to know how to reopen the Revdex.com case or know what other options I have to move forward in getting our concerns addressedThank you for your help. *** *** *** ***
*** * *** **
Sincerely,
*** *** *** ***

Complaint: ***
I am rejecting this response because: see attached docI spoke to *** *** on August 26th and he agreed to replace the entire driveway and then said he would get back to our family around "mid of the next week (august 31st ish)" regarding the rest of the said agreed work and complete itThat action never happenedInstead their rep "***" whom has been unable to get the AGREED work completed for almost years - has tried to reach out to usAs agreed, we only want to work with *** *** because of her / and the sheer inaction, incompetence of *** *** subordinatesPlease advise
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me assuming they complete the work as outlined on August 25, 2016.Thanks for your help in this matter
Sincerely,
*** ***