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
I would like to note that I have attempted to call *** *** back multiple ***es at the cell phone number he provided. He has not responded to me or my husband. I am concerned as this has been the same lack of follow up we have received from the warranty team when we placed the complaint twice and when we called *** our Cobblestone contact.I need some confidence that they actually care to work with us on this issue. I have now been successful in attaching some of the photos of the driveway and the original voicemail from *** when the garage door was being replaced
Sincerely,
*** ***

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,
*** ***

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

4/18/ *** *** *** ***
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*** ** *** 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 *** ***
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2/29/Denver/Boulder Revdex.com *** *** ***
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*** *** *** * *** Dear Miss ***: We contacted Mr*** on 2/16/to let him know that his limited warranty with Richmond American Homes expired 12/20/
In addition, we sent Mr*** a copy of the RWC warranty which carries the duration of his warranty as well as their contact informationPlease let us know if you have any questionsSincerely, *** *** Home Care Manager, Washington Richmond American Homes

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*** ** *** RE: Revdex.com Case *** *** ***
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Dear ***, In response to the above mentioned Revdex.com complaint, Richmond American has been in contact with Mr*** to include review of the roofing inspection report. Richmond is currently in the process of scheduling the appropriate repairs and/or replacements as quickly as possible and will keep Mr*** updated as progress is madeWe apologize for any inconvenience this has caused for our customerPlease let us know if you have any questions Sincerely, *** *** Home Care Director

Complaint: ***
I am rejecting this response because: This is an interesting response Is this a new policy? I have been told by several people, including *** ***, the driveway is covered under limited warranty for the first year I have been complaining about the severe driveway cracks since day one I think my next steps are to get the neighborhood and "News On Your Side" involved By collaborating with the neighbors and News, I will show that there have been major discrepancies in the policy and the follow through of warranty is terrible at bestI already have several cases of people willing to tell their story and show the photos of their driveway prior to their replacement - none of which were as bad as ours Their timing of move in was also similar to oursIf the mentioned policy was in place at time of move in, I would like to know why it has not been followed consistently throughout the neighborhood Several inconsistencies I appreciate the policy information, but can you really consider it a policy if you apply it with contradictions?
Sincerely,
*** ***

Tell us June 19, 2017 *** *** *** ***
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*** ** *** RE: Revdex.com Case # *** *** ** *** ***
*** *** *** Mr***,Richmond American has contacted *** *** and is in the
process of addressing this concern related to the connection of the bath fan at the roof penetration. Repairs will be scheduled as soon as possibleWe will continue to communicate directly with the home owner until all open items are resolvedThank you.Sincerely,*** ***
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***why here

9/27/ Denver/Boulder Revdex.com Attention: *** *** *** *** ***
*** ** *** RE: Revdex.com Case #*** Dear *** ***, *** *** closed on his home 6/17/Although the home is out of the warranty program provided through the
builder, Richmond American Homes provided an inspection as a courtesy to our valued customerIt was determined, and explained to *** ***, that the area in question was the cold joint between the walls and the area way stairs. It was not a crack as suspected by the homeownerThe water seepage was due to a patio that the homeowner had installed post closing and a sump pump discharge line that was buried under it*** *** is going to rebury the discharge line and route it away from the foundationThe concerns reported by *** *** were determined to be a homeowner responsibility and not to be a warrantable concernTherefore, RAH must respectfully deny the requests of *** *** per his Revdex.com claim Please let us know if you have any questions Sincerely, *** *** SrDepartmental Coordinator, Virginia Richmond American Homes

7/25/ Denver/Boulder Revdex.com Attention: *** *** *** *** ***
*** ** *** RE: Revdex.com Case # *** Dear *** ***: We contacted *** *** by Email on 7-22-at 1:30pm to confirm a schedule date for unresolved itemsWe have approval to
move forward with the concrete concerns once we receive a date from the HomeownerWe have also provided a resolution regarding the HVAC concerns, and are waiting for *** *** to sign off on the agreement before moving forwardWe apologize for any frustration our customer may have experienced and we are working to resolve the concernsPlease let us know if you have any questionsSincerely, *** *** Warranty Manager, Northern Colorado Richmond American Homes

July 20, Denver/Boulder Revdex.com Attention: *** *** *** *** ***
*** ** *** RE: Revdex.com Case # *** *** *** *** ** *** ***
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*** *** Dear *** ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes representatives have met with our customers on Monday the 18th and in the process of resolution to this complaint We apologize for any frustration our customer may have experiencedPlease let us know if you have any questions Thank you Sincerely, *** *** Home Care Director *** ** *** *** *** ** ***
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It is not true that *** contacted ne, she never called me back!!!Thisnis not true this is how Richmond American always manages things with lyes Second yes the home is years old but Richmond Americaan never gave proof of buying the system si to go to *** to ask for the Warranty of this part WHICH HAS A YEAR WARRANTY RICHMONDAMERICAN HAS TO GIVE ME PROOF THAT THEY BOUGHT IT ON ONE OF THEIR AUTHORIZE RERAILERS FOR *** THIS PROOF HAS NOT BEEN PROVIDE BY RICJMOND AMERICAN AND THEY ARE DENYING TO PROVIDE THAT OROOF SO THIS IS NOW RICJMOND AMERICAN RESPONSABILITY AND THEYVNEED TO FIX IT
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: this has been the "response" from Richmond for over years Words and commitments from Richmond have resulted in zero true action Over the course of those two years we have had numerous reps and have been passed around over and over again Meanwhile, a dead tree in our front yard for two years still remains We have not heard from a rep from Richmond for at least 2-weeks, and when we do its"let me check".Simply not good enough
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We did meet with *** from Richmond and are working on a schedule to correct the remaining issues We are not available on 6/or 6/ We are available Wednesdays for outside work only and every other Friday starting May 26th I am attaching my email response to *** at Richmond:***,I found that our soffit vent holes are cut, at best, 2/of the size they should be. I can send you pics, for your records, showing how poorly they were cutCan we add this to our list?Additionally, there are issues with the exterior caulking all around the house. I would be willing to correct the caulking outside, if you would be willing to make it clear that *** *** needs to paint over the caulking that I do. Basically, the soffit seams and the majority of the window caulking is bad.I did make a couple adjustments to your list:*** *** ***
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*** ** ***CLOSE DATE: 11-12-2014 WORK DAY: (SCHEDULED EVERY OTHER WENDS(outdoor work only)AND EVERY OTHER FRIDAY FROM 29THON) ***:1. PLEASE FIX THE SPRINKLERS IN THE BACKYARD THAT ARE SET TO HIGH, ABOVE THE GRASS LINE.2. PLEASE ADJUST THE SWALE PER SURVEY HUBS. *** ***1. PLEASE RESHOOT THE GRADE ON FRONT AND BACK SIDES OF HOME THROUGH THE BACKYARD SWALE AND SET HUBS. *** ***:1. PLEASE PROVIDE FOR THE FOLLOWING TO BE REPLACED:A. DRIVEWAY STONES AT BOTTOM (first two rows) OF DRIVEWAY ALONG THE SIDEWALK.B. PAD AT THE REAR YARD SERVICE DOOR.***:1. PLEASE ORDER NEW GARAGE FIRE DOOR WITH THRESHOLD, DELIVER TO CONSTRUCTION TRAILER.2. PLEASE INSTALL NEW FIRE DOOR AFTER DOOR HAS BEEN PAINTED.3. PLEASE ADJUST THE BASEMENT DOOR IN UNFINISHED AREA, THAT IS HARD TO CLOSE /OPEN. *** ***:1. PLEASE PAINT THE TRIM AROUND THE EXTERIOR WINDOWS ON THE REAR OF THE HOME.2. PLEASE CAULK AND PAINT THE FLASHING ALONG ROCK LINE ON FRONT OF HOME.3. PLEASE PAINT THE NEW SIDING UNDER THE REAR WINDOW, BACK OF HOME.4. PLEASE PAINT THE WALLS GOING DOWN THE STAIRS INTO THE BASEMENT.5. PLEASE PAINT AND CAULK THE BASETRIM IN THE HALL BATHROOM.6. PLEASE PAINT THE WALL AROUND THE WINDOW IN THE MASTER BATHROOM.7. PLEASE PAINT THE WINDOW OPENINGS IN THE BASEMENT AREA.8. PLEASE PAINT THE CEILING IN THE BASEMENT CEILING WITH CORRECT SHEEN.9. PLEASE CAULK AND PAINT THE TRIM IN THE BASEMENT AREA.10. PLEASE PAINT THE CEILING (ENTIRE) OF MASTER BEDROOM WITH THE CORRECT SHEEN.11. PLEASE PAINT THE ENTIRE CEILING OF THE KITCHEN AREA AND LIVING ROOM WITH CORRECT SHEEN. *** ***:1. PLEASE REPLACE DAMAGED SIDING ON REAR OF HOME BELOW REAR WINDOW.2. PLEASE REPAIR MULTIPLE SQUEAKS IN FRONT ROOM, LIVING ROOM, HALLWAY AND MASTER BEDROOM. ACCESS FROM UNFINISHED AREA IN THE BASEMENT.3. PLEASE FIX THE POPPING ON STAIRS & LANDING OF STAIRS. *** ***:1. PLEASE BUFF THE SCRATCHES ON THE HALL BATH TUB.2. PLEASE FIX ALL SCRATCHES ON STAIR HANDRAILS GOING INTO THE BASEMENT. *** ***:1. PLEASE RECAULK DOWN THE TILE LINE IN THE MASTER BATHROOM SHOWER.2. PLEASE RECAULK DOWN THE TILE LINE IN THE HALL BATHROOM SHOWER. ***:1. PLEASE ORDER AND INSTALL NEW SCREEN DOOR FOR SLIDING GLASS DOOR. *** ***:1. PLEASE ORDER NEW HINGES FOR THE FOLLOWING DOORS:A. KITCHEN PANTRYB. MASTER BATHROOM DOORC. BEDROOM NUMBER 2 *** ***:1. PLEASE ORDER A NEW FAUCET FOR THE MASTER BATHROOM VANITY SINK AND REPLACE WITH NEW. *** ***:1. PLEASE PERFORM AN AIRFLOW TEST ON HOME, PROBLEM AREA IN MASTER BATHROOM. Thank you
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** Is incorrect in his statement
Richmond did not complete the brick the front of my houseThe crack near the stairs at the front of my house was caused by Richmond when they finished they brick work(The brick work which caused the crack was done a few months ago)
The cracks in the driveway was there when I closedTwo certified inspectors told me this does not pass codeI did not request the grout be put on the drivewayRichmond did that on their own and told me if it did not 'hold' they would replace the driveway***, the Richmond warrenty individual that I have been working with guaranteed me this would be replaced
The concrete in the back of my house was not poured properlyThis was reported months agoRichmond attempted to fix last year, but did notI was told by *** on 12/11/this too will be taken care of
The items I have mentioned have been issues since I moved in in 9/or were caused by Richmond
Thank you

April 13, Denver/Boulder Revdex.com Attention: *** *** Cherokee StDenver, CO 80204-RE: Revdex.com Case # *** *** *** residence *** *** *** Parker, Co. Dear Miss ***: In response to the above mentioned Revdex.com complaint, Richmond American Homes has been in contact with Mrs*** in regards to her previously denied concrete warranty and I have scheduled an appointment and re-inspection of her concerns for April 18, at 12:00pmAn update will follow to the Revdex.com after this scheduled inspection with our findings Thank you and we 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 *** ** *** *** *** ** *** www.RichmondAmerican.com

July 5, 2017*** *** *** ***
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*** ** *** RE: Revdex.com Case # ***
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*** Dear *** ***: In response to the above mentioned Revdex.com complaint, Richmond American has been in communication with *** *** to schedule an inspection of review to these concerns to obtain resolution as quickly as possible. Richmond American Customer Care Manager, *** ***, is in the process of scheduling a meeting with *** *** and merely pending a confirmation from *** *** at this timeWe will continue to communicate directly with the homeowner until all items have been addressed Thank you. Sincerely,*** ***
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7/21/ Denver/Boulder Revdex.com Attention: *** ***
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*** ** *** RE: Revdex.com Case # *** Dear *** ***: We have spoken and met with *** ***. After the initial warranty call about the A/C, which
was immediately addressed and repair workers were sent out on the weekend, there was a second call to our warranty department. We responded to the second call and went to her home and upon arrival the A/C was working and no visible malfunction was able determined We apologize for any frustration our customer has experienced and have worked to resolve the concernsPlease let us know if you have any questions Sincerely, *** *** Senior Superintendent, Utah 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
Sincerely,
*** ***

12/20/ Denver/Boulder Revdex.com Attention: *** ***
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*** ** *** RE: Revdex.com Case # *** Dear *** ***: We contacted *** *** directly and set up an appointment for 12/19, Our area Home Care Manager,
*** *** met with *** ***Although the home is currently outside the year warranty, I have agreed to make the repairs on the laundry room tile floor as well as completing the stucco repairs on the exteriorThese items unfortunately were not completed in their entirety during the first year of ownershipWe have agreed to commence work after the holidays sometime in January 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, *** *** Home Care Q/A MgrRichmond American Homes