Richmond American Homes

Dear Miss ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes has elected to waive the offer of arbitration being that our customers have the opportunity to mediate any complaints as per their contractual agreement with Richmond American HomesThank you in advance for your cooperation and consideration with regards to this matterThank youSincerely, *** *** Home Care Director SMonaco Street, Denver CO www.RichmondAmerican.com

9/9/ Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case #*** Dear *** ***: We have recently been in contact with *** *** and we have reached a resolutionAt this time we believe
that this matter has been resolved and we sincerely apologize for any misunderstanding that may have occurred Please let us know if you have any additional questions Sincerely, *** *** VP of Sales, Nevada Division Richmond American Homes

12/1/ Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: This concern has been reviewed and a final determination communicated to the homeownerThe stone was
installed and signed off on by the homeowner before closing on the home February 19, No staining was present before closingAfter living in the home, the granite did obtain some staining, which as a courtesy Richmond sent a professional to try to remove Based on the agreed upon warranty, defects with countertops are only addressed by the builder if issues are noted prior to occupancy (Sample warranty book attachedSection 6.5, page 18). This issue is not a defect of the stone, but a stain that was obtained after ownership was taken of the homeRegular sealing and cleaning of natural stone is the responsibility of the homeowner, and not covered under the limited warranty programBecause of this, Richmond will not be addressing the staining on the countertop further, and will not replace the stone We are committed to our warranty program, and will continue to address other concerns in the home as they apply to the warranty guidelines Please let us know if you have any questions Sincerely, *** *** Manager of Home Care, Jacksonville Richmond American Homes

02/08/2016 *** ** *** ***
*** *** *** *** *** ***
*** ** ***
*** *** *** * *** *** *** Dear Mr***:Our Home Care team has been in contact with the homeowner and we are in the process of finishing all outstanding
items of concern.We apologize for any frustrations our homeowner may have experienced and we are working to resolve all concernsIf you have any questions or need additional information, please feel free to contact us.Sincerely,*** *** ** ***
*** *** ***

3/4/ *** *** *** ***
*** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear Miss ***: Our office has been working with Mr*** since early January to resolve his concerns. We
had a number of vendors scheduled for 1/13/to complete interior items that were unsatisfactory to the homeowner and follow up appointments were scheduled for 1/20/17. We have scheduled our vendors around Mr***’s days off and are given access to the property for exterior work when Mr*** is unavailable. I have offered to meet with Mr*** to discuss and view items that he finds substandard and both offers have been declined until the midyear point of his warranty. Until then we are working to complete issues with his exterior stone and exterior shutters; both vendors have material on orderMr*** and I are in communication via email regarding the items and I will continue to provide him with updates as they are received 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

Initial Business Response /* (1000, 5, 2015/08/25) */
8/25/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** **
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear *** ***
I contacted *** *** on Thursday 8/20/and set an appointment with him for
Monday 8/24/We inspected the shower caulk which was decided RAH will make no repairs as the caulk is in very good conditionHowever, I did discuss with *** *** the importance of maintaining it in the future
We than inspected his lanai French doors which we have agreed to address with power washing, *** and repaintWork is now scheduled for Monday 8/31/*** *** was pleased with the result of our meeting as well as our plan of action
Please note both items fall outside of the warranty scope for *** ***'s home, but as a gesture of good faith RAH will address the repainting of the French doors
Please let me know if you should need any additional information
Sincerely,
*** ***
Home Care Supervisor *** Division
Richmond American Homes

Initial Business Response /* (1000, 5, 2015/09/18) */
9/18/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** ***
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear *** ***
Our Home Care representative has been working with *** ***, and I too
have spoken with herWe have evaluated her concerns and we are working on a resolutionWe appreciate the notification from *** *** and we will continue to work with the residents
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 regard to this or any other matter
Please let us know if you have any questions
Sincerely,
*** ***
Director of Home Care, Denver Division
Richmond American Homes
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your responseI agree, we are working on things getting worked outCurrently, I am still waiting on a call from Richmond for the date of my second HVAC appointmentThe first HVAC repairman told my husband and I it was the filterWe replaced the filter, we took the filter off, and ultimately it only works intermittentlyIt will cool for a few hours and then completely stopAfter a couple of hours, it will sometimes come back onRichmond has already completed the repair on the fenceAs soon as the HVAC is fixed, I will completely satisfied
Thank You,
*** ***
Final Business Response /* (4000, 9, 2015/10/07) */
10/7/
Denver/Boulder Revdex.com
Attention: *** ***
*** *** ***
*** ** XXXXX-XXXX
RE: Revdex.com Case # XXXXXXXX
Dear *** ***
Our Home Care representative has been working with *** ***We are continuing to work on final resolutionWe appreciate the notification from *** *** and will continue to work with her until the item is resolved
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 regard to this or any other matter
Please let us know if you have any questions
Sincerely,
*** ***
Director of Home Care, Denver Division
Richmond American Homes

*** *** *** ***
*** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # ***
*** ***
*** ** *** ***
*** *** *** Dear Mr***In response to the above mentioned Revdex.com complaint, Richmond American
has scheduled an appointment with Mrs*** to review her concerns as referenced within her complaint This appointment is scheduled for May 9, @ 11:am. Thank you.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,
*** ***z

April 27, 2017 *** *** *** ***
*** *** ***
*** *** ***
*** ** ***
*** *** *** * *** Dear *** ***We contacted *** *** directly on April 26th, Our area Home Care Manager, *** *** met
directly with the homeowner at their homeThe home was completed in November As the home is outside the year limited warranty, *** personally walked each outstanding item with the homeowner, completing a list of items that Richmond would be completing Dates were given by homeowner as to when the work could be completed on 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,*** ** ***
*** *** *** *** ***
*** *** ***

7/20/ *** *** *** ***
*** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: Richmond American Homes contacted *** *** directly on April 21, regarding the below concernsOur ***
*** ***, *** *** reached out to him by phone to discuss his cabinet concernsThe cabinets in the home were determined to be installed correctly based on their contractsAs a show of good faith, we offered to refund *** *** for the value of a lazy susan which they declined We apologize for any frustration our customer may have experienced and we are working to ensure our paperwork is even clearer for future homebuyers Please let us know if you have any questions Sincerely, *** ***
*** *** *** ***
*** *** ***

Complaint: ***
I am rejecting this response because: I have been told several times over the course of having our home built that something would be done by a certain time and not once did It happenSeveral times I was blatantly lied to about something having been done and it was notMy sprinkler is still not fixed after a repairman had come to the house to fix it. It is not even contacted to the water supply line and is missing valve partsI will not accept this as resolved until all warranty repairs have been compleated
Sincerely,
*** ***

2/16/Denver/Boulder Revdex.com *** *** ***
*** *** ***
*** ** *** RE: Case # *** Dear Miss ***: We received notice on 2/6/from *** *** in reference to ceiling cracksDespite warranty limitations, in the past
we have addressed this issue in their homeMrand Mrs*** closed on their home in As outlined in the warranty agreement, drywall repairs fall under the year limited warrantyIn the past, we addressed the ***’s drywall concerns as a courtesyHowever, as their home is well outside our warranty period for drywall, we have sent a letter to the ***’s stating Richmond American Homes will no longer be addressing these itemsThe home still falls within the year Limited Structural Warranty, issued through Residential Warranty Company, RWCAll further warranty requests must be submitted through themWe have provided the ***’s with the contact information for RWCA copy of the warranty book is attached for your referencePlease let us know if you have any questions Sincerely, *** *** Home Care/QA MgrRichmond 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 meBoth *** and I believe Richmond did the right thing and remedied the situation We appreciate everyone's cooperation in this matter
Sincerely,
*** ***

October 21, Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** *** ***
*** *** *** ***
*** *** *** *** Dear ***
***: In response to the above mentioned Revdex.com complaint, Richmond American Homes has contacted and left a message for *** *** and awaiting a return call so we may schedule an inspection of the driveway concerns We apologize for any frustration or inconvenience our customer may have experienced with regards to this ***r Please let us know if you have any questions Sincerely, *** *** Home Care Director *** ** *** *** *** ** *** www.RichmondAmerican.com

Dear Miss ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with *** on May 16th with regards to the concerns as contained in the complaint referencing the landscaping and fencingUnfortunately, at time of construction, a section of the
side fencing was inadvertently installed too far within ***’s property from the adjacent property and is scheduled to be re-located. As soon as this is completed, Richmond will schedule the finalization of the grading which will then allow for the remainder of landscaping and fencing to be completedWe apologize for any frustration our customer may have experienced and we are working towards resolution of these concerns as quickly as possiblePlease let us know if you have any questionsSincerely, *** *** Home Care Director SMonaco Street, Denver CO www.RichmondAmerican.com

Complaint: ***
I am rejecting this response because:
They *** *** has been in contact and has kept her word of completing most of the workThere still two work orders that are past the three day mark of contact from service departmentThis may be because Mitchell is on vacationNot because you don't have a date yetAlso the paver situation is still going to be visited be the Nevada Contractors Board on this following weekMy Courtyard still doesn'tHave weep holes for drainage and I'm waiting for the inspector from the NCB to visit and confirm if this work is done correctlyI do take this opportunity to thank *** *** for stepping inI
Sincerely,
*** ***

4/18/ *** *** *** ***
*** *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # *** Dear Mr***: Our company has been in communication with Ms*** with regard to the concerns listed belowIn addition
to meeting with the *** Division President, *** ***, I spoke with Miss *** via phone on 4/4/in response to her email and indicated we would follow up with the information she was requesting. At that time she indicated that she did not want to speak with *** *** again and that she wanted a written response from Richmond American Homes (RAH) addressing her concerns On 4/7/A letter was sent to Ms*** outlining the details of the comparable quality substitution of windows in the home (allowed by RAH as provided for in Section of the Purchase Agreement), as well as the increased R-rating level of insulation installed in the home by RAHIncluded in the communication was further explanation of the product substitution, “the HERS Index Rating Certificate for the home at *** *** ***, information from *** *** *** *** *** *** concerning the windows installed in the home and comparative pricing of Energy Star rated windows” as well as other information in response to her concernsThe actual Resnet HERS Index Confirmed Rating Certificate provided to Ms*** with the 4/7/letter showed a home energy efficiency rating of 51, better than the provided projected rating for this home Details about home completion timelines were also providedWith regard to other concerns outlined by Ms***, the following information was provided: “speaker location has been corrected; USB ports have been installed; RAH Design Center representatives have taken color boards from the Design Center to the home and confirmed that the correct tile has been installed on the fireplace and in the master bathroom; exterior painting of the home is underway (it has now been completed); hardwood flooring is correctly installed; and the correct baseboards have been installed.” RAH’s commitment related to a rate buy down was also confirmed The letter also outlined that if the information provided and the Supplemental Addendum related to the product substitution were unacceptable to the customer, Richmond was also willing to cancel the contract and refund all earnest money deposits previously paidIt was requested that upon the receipt and review of the letter that Ms*** let us know how she would desire to proceed but to date she has not responded to the 4/7/letter. Please let us know if you have any questions *** ***
*** ** *** *** *** *** *** ***
*** *** ***

8/19/ Denver/Boulder Revdex.com Attention: *** ***
*** *** ***
*** ** *** RE: Revdex.com Case # ***
* Dear *** ***: We contacted *** *** by email on 8-18-at 3:09pm to address unresolved itemsWe have asked the home
owner for a schedule date the week of 8/29/to schedule the remaining items for resolutionI also exchanged contact information with the buyer to better communicate the process for future correspondence until we reach a resolution 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: This is, and let me be very specific, not a ***r of me wanting a revision to my driveway because everyone else is getting something I don't have as Mr*** has stated in his responseThis is a ***r of construction that was not done correctlyMy driveway is cracked, falling apart in several areas, and vertical deviation is occurring in several areasI have only been in this brand new build for six monthsI have received the opinion of several professional contractors who have no association with Richmond American and all, not some, all have stated that the driveway should be completely replacedRichmond has not uncovered the only people in the state of Colorado who can install cement drivewaysThe professional opinions are plentifulNone of these contractors are willing to do the "patch work" that Richmond is recommendingSomeone needs to tell me why every contractor I speak with recommends full replacement except Richmond, who I have depended on for a quality buildIt is true, *** ***d has been in touch with me, but Mr***'s reponse appears to be different than the one he gave meMy driveway needs to be completely replaced because it's falling apartAnything less than a full replacement is unacceptableIt would be greatly appreciated if Richmond would clearly state what it intends to do instead of leaving me in a state of confusion and frustration.
*** R