Rick Perry Masonry, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[None of our issues have been resolved. The response by S&A Homes about needing to find a new contractor and contacting us about scheduling repairs in the near future are true. However, they responded in the same manner to our same requests in June of and none of our issues were resolved. The purpose of this complaint is to get ALL warranty issues resolved and we haven't seen any progress to date.]
Regards,
*** ***

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 We are grateful that S&A finally addressed this issue; however, the new countertops are not yet installedThe replacement is scheduled for next weekHopefully everything goes as plannedI will file another complaint if it doesn't.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
S&A’s response to my complaint is consistent with experience with S&A over the past years My experience began rocky weeks prior to closing on our new construction, I was notified that our project manager had been terminatedOur new project manager requested that I immediately meet with him at the site to address concerns. Upon meeting new PM, thousands of dollars in mistakes and damages were found These ranged from plumbing errors which resulted in sewage in my basement, to scratches in more than a dozen glass windows, scratches and gouges in our granite countertops and scratches and gouges in our hardwood floors Our new project manager asked us to be patient and assured us everything would be restored to a level consistent with a new home Had we not received this affirmation, we would not have closed on our house as scheduled. S&A sent a crew to replace our hardwood floors several weeks after we moved in. That crew removed our damaged hardwood floors, and began to install a new one. As they were laying the new hardwood, we immediately noticed that it was not being done correctly. We called the project manager and informed him that the flooring was not installed correctly He came, inspected the floor and agreed Rather than holding the subcontractor accountable and having them replace the floor properly, S&A instead chose to perform repairs. Crews came to our house on separate instances because there were so many repairs that needed to be done We never agreed that the repairs were done adequately and wanted a new floor - what we had reasonably paid for S&A sent a representative who told us that the repairs were “industry standard” and that we had no room to complain We tried to explain what we were promised by their project manager, but he refused to do anything else In regards to the timeline for my complaints, perhaps S&A should supply their reasons for this taking so long We closed on our home in March As mentioned before, there were thousands of dollars of repairs that needed to be completed to my house We were asked by our 2nd PM to be patient, so I was Any subcontractor that has been to my house would tell you that Even though we closed In March 2013, S&A did not finish grading and seeding my property until July We immediately informed them that it had not been completed correctly It wasn't until I went over people's heads to get to their branch manager before someone came to my house to examine the grading It was April before this happened The first crew to address my yard finally showed up on June 5, There was no attempt to re-grade the yard properlyInstead, they used an excavator to dig out portion of the wall along only one side of the houseThis reduced the amount the wall was buried from 5' to 1/2' We immediately called and informed S&A of the issue They send a second crew weeks later and on June 18, they cleared out the other side of the house, and lowered the side they previously addressed by another foot We immediately informed S&A that the grade was not below the sill plate and they refused to do anything further despite many email attempts on our part to have them come back make corrections. In January of 2015, we noticed an odor developing in our basement. Upon investigating, S&A found mold in our wall that was caused by the exterior grade being over the sill plate. We had holes in our basement walls until October of because S&A refused to make adequate grade corrections to our back yard which would ensure water would not enter the walls. Upon completion of that project, I asked S&A to refund the amount we paid for a poured concrete wall because had it been performed, we would not have had the issues which we did. I offered to them an exchange of concrete steps on the side rather than a refund if it was easier for them. I have an email chain which confirms that I patiently asked them to consider this for months, most of which were never answered by S&AI also have multiple email chains and dated photos supporting everything listed above. I also have email chains showing other episodes of negligence on the part of S&A. One of which, is an email I sent to two S&A representatives on October 13, regarding improper use of CFL bulbs in enclosed ceiling fixtures. The base of the bulbs clearly indicated that they should not be used in enclosed fixtures. As one would expect, those bulbs overheated and the bases of them began to singe. I contacted S&A not only due to the safety concerns in my house, but in any other house those bulbs may have been used in. S&A never responded to that email, and I replaced all of the CFL bulbs in my house at my cost out of concern for the safety of my family
Regards,
*** ***

S & A Homes has agreed to replace the countertop per the customers request and this has been communicated to the customer. Not only was exterior concrete excluded from the original warranty but even if it was part of the warranty it is not a warranted condition per our
contract. This has also been communicated to the customerPlease let me know if there are any other questions

1) Customer has been told they will need to contact Therma Tru to schedule the time to install glass- Therma tru is aware of what needs to be replaced.2) As soon as door knob is received we will install3) Driveway has topcoat. We committed to sealing driveway which will need to occur in the Spring due to it being too late in the season to sealcoat at this time. We contacted several sealers and they will not complete work due to the time of the year

Will have someone reach out to customer

The items listed in the complaint were completed or are in the process of being completed. As we communicated to the customer, prior to the complaint being written, we would meet with them on the 29th and resolve the issues we could and identify any other issues. As promised, construction manager and crew met with customer on 9/and addressed all items that could be addressed that day-any items that could not be completed have been or will be scheduled

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Since my last submission we hired a structural engineer to assess our home and are awaiting the final written report As this may take more than the days I have to respond to S&A reply, I will report the findings here and post the actual report once received.First, S&A claimed that multiple home flooded This is true, however they leave out key details An assessment of the homes that flooded identified specific plumbing issues that were the cause of flooding These either were or will be fixed by either the developer or S&A according to statements sent to the home owners One house has identified plumbing issues and has flooded multiple times, but since the current owners were not the original owners, S&A refused to repair their flooding issues I have spoken with that home owner several times and they are very dissatisfied Our house was the only one without an identified plumbing issue and S&A did not further investigation saying basically it is not their fault.The professional engineer we hired disagrees There were specific flaw he identified in our home First, as I previously reported the swale created by S&A when they built the house next to us is indeed a problem and directs water to out house This issue was created by S&A and only partially addressed when we complained.Second, there are two concrete pads that connect to our house foundation installed by S&Aour front entry and the patio According to the engineer, when there is heavy rain these pads serve to direct water toward the foundation walls several feet above ground level The point of contact between the pads and hose foundation is not sealedthus water will enter the house at the top of the foundation and enter the basement The engineer stated that this should have been sealed when the house was built.Third, there is no gutter on a foot stretch of roof that results in rain water falling directly onto the foundation on that side of the house The engineer say this as an original design flaw that needs repair A similar designed house two down has a gutter on this roof, but ours does not.We feel S&A should have showed pride in their work and taken steps to identify these problems themselves They did not We want S&A to pay for the damage that was done due to their errors in not sealing the house foundation where concrete pads meet it, not putting a gutter on a portion of the roof, and creation of the swale that direction water at our house We want S&A to pay for the repair of each of these issues And we want S&A to ay for the cost of the engineer $ I am happy to pose the official report once received
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In reference to the front door, we brought the leak to the Project Manager Ken's attention the second time we noticed water lying on the floor He was rarely at our home and obviously did not see the water coming through that area the first time He told us he would have someone fix it When we asked him about the water issue again and if it was fixed, he told us he had it fixed We had kept an eye on it and did not see any more issues Keep in mind, it would have to rain to know for sure if it was truly fixed In response to MrM***'s comment where he said the flooring was loose and was replaced, his information is incorrect He would need to speak to ** *** as MrM*** was not even a part of this as he was brought in at a later date ** *** was here to replace flooring by the front door AND the flooring by the window in the front room due to the water damage of the door and window leaking The water has continued to come into these areas, something that can be hard to be detected, but by the hardwood showing signs AGAIN of water damaged and the water streaks running down the wall are clear indicators these issues still have not been fixed The flooring in these areas have actually never been loose The "loose" areas are a whole other issue due to improper installation Rory had tried on multiple occassions to fix the leak of both the window and the door and the last time he tried, he told us he was not sure what else he could do That is when we asked if it was possible that we had a defective front door and window We never received a response in any of the emails I did receive one return email in attempt to ask AGAIN what are we suppose to do that Tim M*** was on a three month leave I am not sure why Tim M*** is sending information regarding cleaning our floor If he would speak to the numerous people prior to him getting involved he would know we have commented numerous times on the durability of our floor #We first noticed when we had water pouring through our kitchen ceiling due to our Master Shower leaking It layed on the floor and ruined it #We noticed how not durable our flooring was when we have had multiple areas with water coming into our home ruin the hardwood to which they came in and replaced These areas have water damage again Because S&A has been unresponsive with handling the issues and we went through months of emails being ignoredwe had the manufacturer come out It was nice for them to come out in a timely fashion They replaced all our weather stripping, etc They also said the door was not painted or caulked correctly by S&A #We noticed when cleaning our floor from a simple drink being spilt from our child that if you do not clean up that minute it will ruin your floor We had asked and stressed multiple times to our sales rep Anne Hthat one of our must haves was durable hardwood In order to clean up certain messes such as a spilt drink you need to use a rag and then use the product, which is spray I have never used a "wet mop" on our floors nor have I ever owned one I prefer to clean by hand Also, Tim may need reminded that the board with the water laying on it for "minutes" was an actual loose board, an extra piece that was left over I still have this board and a picture of it We were not sold a durable product as we were told ANYWAYS, this is irrevelant to the flooring not being level We have had a more than a amount of issues, and Tim M*** even stated this on his December visitA spread sheet was even created with Rich It is not for a brand new home owner to have a spread sheet of issues. Another thing that has not been answered is our tile New tile was sent to our home by S&A to replace and they never fixed as they had intended After multiple visits and people getting involved, they wanted us to be happy with the flooring "as is." How is a customer to be happy with "AS IS" when they bought "brand new." The flooring was also not level in our upstairs, which they had to rip up all our hardwood in the hallway because of this ** *** stated everythign would need ripped up to be fixed properly As well, the quick job the sub contractor did and not giving the proper amount of time to "set" has contributed to our tile issues There are cracked tile and the strip they placed in this area where the hardwood and tile line up (and is not even straight) has broke due to it being too thing Rory placed this in there as there were no other ways to fix My husband spoke to *** *** who installed our flooring and they told him they would have come back and replaced all our flooring S&A never made us aware of this Why is this? S&A needs to answer the questions and not give irrevalant information They have been doing this to us for two years No one can blame us for not wanting them back into our home We want someone to fix it properly and be done with it It has been two years of getting ignored and the run around They have stated that we are not allowig their engineer to come in We would like to know what do they plan to do if they find our subfloor is not level as the Inspector found Do they plan to rip out and replace? Gluing the floor down is not going to fix our issues, it is a temporary fix *** Flooring told us this is not a fix, especially if doing in multiple areas, which it would be The hardwood manufacturer also told us if the floor is not level it will always pop up, that gluing is not a fix
Regards,
*** & *** ***

As the customer is aware, S&A has been working with the developer to determine the issue of the flooding. This flooding was caused by an anomaly weather event at this particular property. All of the testing has shown that all of the drainage has the proper slopes and water is being
moved as it should and the system is installed properly. As with any stormwater system that is designed, it may not handle anomaly weather events such as this where there was a substantial amount of rain in a very short period of time. There was torrential rainfall within a very short period of time. No system is designed to handle all weather events as evidenced by flooding that occurs during hurricanes or other anomaly weather events. In events such as this, certain areas of a development may get hit harder than other areas so the effects will be different depending on where homes are located within the community

The exterior painting and landscaping work are underway and we anticipate the work to be completed in the near future We had a meeting with the customer at their home to discuss the timeline for completion on 7/

We are working on getting the ridge vent fixed prior to the scheduled visit The other items will be addressed at the scheduled visit

S&A Homes told us that they would let us know when the door manufacturer was going to come to our home They never notified me - the last time I spoke to the Service Manager about this, he told me that they were having trouble having the manufacturer come to our developmentBesides, from the testing that was done by S&A homes, the results were inconclusive as to the problem being the door, the paint or the painters, so it may not be the door itself. I would also like to know the specifications that S&A is referring to We purchased a new home and that door is not reflective of a new home door - this is the opinion of not only ourselves, but also by the several painters who came to the home, and also by prospective buyers of new homes in our development.The response from S&A Homes mentions "well within acceptable tolerances". We would like to hear a more specific definition of what these "acceptable tolerances" are, because we will be contacting an independent door manufacturer and we are sure he will ask for this information. Our prior two homes had fiberglass doors which were and years old respectively, and they have not exhibited anywhere near these buidefects as the fiberglass door on this S&A Home exhibited within just the first year. We don't know if the defects are due to the door, the paint, or the painter as we never heard the results of the tests S&A were performing. Our home is not the only door with this problem - there are at least homes with these built in defects This needs to be further pursued.Thank you, *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
and have determined that this does not resolve my complaint. For your
reference, details of the offer I reviewed appear below
[These are
the facts
1. The issue was
always a punch list item and was first identified and noted prior to
closing, January 2016. The issue is acknowledged on the final
punch list by S&A representative Brian H***. This issue was
never a warranty item. In the summer of 2016, S&A started calling it
a warranty item. I never agreed to this or acknowledged that this issue
was a warranty item
2. In January 2016,
S&A attempted to repair the drywall issue. S&A rep Brian H***
stated they pulled the drywall back and found the nail plate, vent stack insulation,
and vent stack prevented the proper installation of drywall.
He also stated that he did nothing to address the real issue. He
instructed the sub to close the hole and float drywall mud to conceal the
bulge and large crack. The end result looked marginally better than
what was identified prior to closing
3. In March 2016, a
large crack that was approximately feet long and 1/inch wide and a bulge
revealed itself. The issue/condition of the drywall looked much worse
than what was identified prior closing. I notified S&A several times
and they never reached out to me. It was weeks (maybe months) before
anyone at S&A observed the issue
4. In the
summer of 2016, S&A attempted the second repair. S&A did
nothing more than add more mud to float the drywall. The appropriate
repair in their estimation was to conceal the crack and bulge with more
mud. I don't consider the second repair an attempt to address the issue
at all
5. In the fall of
2016, the crack and bulge revealed itself again. Only this time, the
crack had grown approximately feet and 1/inch wide. Additionally, the
bulge in the drywall was so extensive that it began pushing on the drywall
adjacent to and above the door (and it cracked as well). I never notified
S&A when I first observed the issue for the third time because my 12-month
review was occurring soon. I decided to add the issue to the 12-Month
Review list. Additionally, I made this decision because S&A had a
history of being unresponsive to voicemails and emails and this is
unanimously supported by S&A customers throughout the *** *** ***
6. In response
to a completely separate issue, an S&A General Manager (Shaun
S***) visited our house in January 2017. At that time, he
observed the second repair and condition of the drywall. He
acknowledged it was an issue and should be addressed appropriately.
However, he never took a single measurement or picture. During this
meeting, I informed Shaun that the nail plate, vent stack insulation, and
vent stack is preventing the drywall from being properly installed. He
insisted the issue could be structural in nature. I said that was not a
possibility because the house is founded on solid bedrock and that there isn't
a single crack anywhere else within or outside the house. Short of an
earthquake, the house will never experience differential settlement. I
can conclude this because I am a licensed professional geotechnical
engineer. I can agree the house will breathe or make insignificant adjustments
but, the house will never experience structural issues as the result of
differential settlement. Shaun decided that the best way to proceed
was to have S&A open up the drywall to make sure there were no
structural issues and then repair drywall. I ultimately had to agree because
Shaun didn't want to accept my documented reasoning for the crack and bulge in
the drywall. Shaun indicted that S&A would investigate any
structural issues behind the drywall and make drywall repairs in March
7. Surprisingly, it
took multiple attempts to get S&A to schedule the
drywall investigation and repair. I would think if S&A is
concerned about the possibility of a structural issue, it would be in their
best interest to address the issue. But no, S&A couldn't come out
until the second week of June 2017. In June 2017, S&A attempted their
third attempt to repair the drywall. During this third
attempt, an S&A sub opened up a 6-inch by 6-inch (approximate) square
to reveal what S&A has known for more than a year and half and
that is the nail plate, vent stack insulation, and vent stack is preventing
proper installation of the drywall. And here is the best part,
the S&A sub opened up the exact location of the nail plate and
vent stack because it was the second time that he did it. The last
time the sub did it was January 2016. The sub already knew what
the issue was. It was at this time, the S&A sub confirmed the drywall
could not be properly installed because of the issues that I've
stated ad nauseam since January 2016. So what happened next?
S&A rep Tom M*** who attended this investigation told the sub to close the
hole and he would have the drywall sub float the drywall with more
mud. The end result of this attempt is nothing more than a complete
waste of everyone's time and addressed nothing. My wife took time off
work to facilitate this attempt. What makes me most mad is that S&A
took advantage of my wife during this attempt. I could not attend
this attempt because I was out of town for work. MrM*** pushed
that the appropriate fix was floating more mud on the drywall.
And while my wife is very intelligent, she doesn't know
everything. MrM*** completely took advantage of the situation
8. The S&A
drywall sub came out and floated more drywall shortly thereafter. The end
result looked like garbage and got drywall mud all over the light
fixtures. S&A forced their sub to conceal the real issue.
The problem with that is the issue can no longer be concealed. There
isn't enough drywall mud that can conceal the bulge in the drywall. I
immediately told S&A rep Tom M*** that the repair (which wasn't even a
repair) was unacceptable. Tom M***'s response was "S&A
considers the matter closed". And funny enough, Tom M*** essentially
stated the same thing that this S&A rep (MrChris D***) stated in
response to my Revdex.com complaint. However,
S&A doesn’t have the slightest idea whether or not the drywall “is within
the tolerance allotted within our warranty manual”. S&A has no measurements, no
pictures and not once followed up on a repair. S&A has no documented
performance of their subs. Also, if the
drywall meets the tolerances, then S&A would have never repaired the
drywall after the closing. S&A’s response/argument
isn’t applicable because the existing conditions of the drywall are worse than
ever
9. In September
2017, take a guess what happened. You would be correct if you guessed the
drywall cracked again for the fourth time. The light fixtures aren't even
perpendicular to the floors and walls anymore. Really, the mirror should
be flush against the wall but instead we have inch wide gaps. I’ve been dealing with S&A since February
and I know enough to know that S&A Homes in the Western Region Office
do little to nothing to document events and results. For S&A to say that “we reviewed the
repairs that were completed by our subcontractors” would not be factual. Based on the three failed repair attempts
which really aren’t repairs in any sense when considering the root cause of the
drywall issue, I can fully assume that S&A puts on the appearance of fixing
issues when its issues they don’t want to repair. The existing condition of the drywall and the
documentation that I’ve collected since prior to closing completely supports my
assumption. It is at this point, that I
start consulting with various third parties.
It is my hope to get S&A to fulfill their agreement without
resorting to following the advice of legal counsel
10. I don’t really have any interest in more
discussion unless it is to schedule the appropriate repair of my wall in my
second floor hallway bathroom. S&A
has known what the issue is since January and has not adequately or
appropriately addressed the issue per the agreement.
Regards,
*** ***

On Wed, Jul 20, 2016 at 3:13 PM, [redacted] wrote:Hi [redacted],Per our discussion earlier today here is my response to the 2 complaints. [redacted] – Ms. [redacted] as of today still has not closed on her home so S & A Homes is still the current owner of the house. For the past 3 months, we have been trying to get Ms. [redacted] to close on her home but she has not agreed to do so as she has given us a list of items that she would like corrected or has given us an option of reducing the cost of the house by $20,000 to compensate her for what she believes are differences in the contract vs what is built or deficiencies in the house. Someone from S & A Homes or myself has met with Ms. [redacted] or her realtor at least 10 times in the past to review the progress of construction or review her concerns. S & A Homes believes the house is built to the specifications per the agreement. We have received all our government approvals and are ready to close per the contract. I met with Ms. [redacted] personally in late May at the house with her Realtor to review the outstanding items and agree to do some minor punch work items. At that time I told her that I believe the house, specifications and selections are built to the contract. To no avail as she has not closed and in fact we received a letter from her Realtors attorney outlining what she believes is still outstanding. Our attorney is in the process of responding to the letter. At our meeting in late May, I told her realtor that I would be more than happy to refund her deposit money back and cancel the contract. She has not agree to this either. This offer still stands today. At this point, we will be responding to her realtors attorney in the near future. If you need any other information on either complaint, please let me know. Thanks, Chris S[redacted]S & A Homes Inc.President Housing Division

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This DOES NOT resolve our complaint OR our main issue of our flooring not being level.  We have plenty of documents, emails, pictures dating back to the walk through of our hardwood and tile being unlevel and shoddy workmanship.   I would say the fact that [redacted] no longer works for you is a red flag as well.  That is not our issue.  I have documented emails asking S&A staff to provide us with Proof of Purchase of our flooring and Proof of Purchase of the glue used in our home.  PER [redacted] REPRESENTATIVES this is needed to have A warranty. Without THIS we have NO warranty because we have no proof of purchase.  This was and is S&A's responsibility.  This type of information should had been filed, as well documented by our Project Manager and Flooring Company.  We have multiple emails to Rich dating back to the beginning that we received no response to in regards to this and warranties.  I even have emails asking about our windows leaking and if they were to still leak what does that mean.  Again, with those, no response.  I have been going through ALL my emails and everything else as we will purse whatever needs to be done on these MULTIPLE ISSUESS.  We have only ever received an email from Tim M[redacted] stating the glue [redacted] said they "used" .  AGAIN, RECEIPTS are NEEDED for warranty purposes. ALSO, per the Quality Manager at [redacted], the DriTac is NOT a product of theirs and will not warrant, so therefore this NOT an acceptable fix.  In order to move forward with our flooring it is imperitive that S&A shows receipts of flooring, glue and ALSO the installation invoice.  This is PER [redacted] Warranty Department.   It is going on three years and we are still waiting for this.Also, the flooring is not the only issue:  The following issues are ALL pre-existing issues that have not been fixed.  1)Rotting front door/ water issues.  We've been advised my MANY professionals and an inspector that you can only caulk and paint things so much.  The door needs ripped out.  Very likely it was installed wrong, not properly flashed and that is why the water is STILL coming in/ up through and warping the flooring, AGAIN.)2)Tile is not level, nor are tiles even cut square.  We were told by S&A new installer removing tiles was not recommended, he ALSO stated it all should had been ripped out when the hallway was ripped out and COMPLETELY redone.  This job looks like an amateur did it, not a professional, which is what we paid for. 3)Windows are still leaking.  Again, have been advised by multiple professionals the only fix is to take them out to see where the water is getting in and to make sure they were properly flashed.4)In going through emails, documents and emails not responded to I will be looking into other things that slipped through the cracks.  Just like our furnace size.  We have documentation of installers saying our units were too small.  S&A did replace our AC due to this.  I have no problem spending time researching things and contacting whomever, clearly I have invested countless hours, what is a few more.  We are currently reorganizing everything and speaking to the appropriate professionals.  We will not be happy until some type of realistic agreement is reached. Nor will we give up on this in any aspect until this happens, even if that means S&A not coming to the realization of making things right.  We have many people that we know or work with that are in our home.  We have been wanting to complete/ fix many things in our home and will continue to wait, even if that means many eyesores for all to see.  It honestly does not bother me.  What bothers me is a company not standing for what they say do.  Clearly you have many unhappy customers, it's no secret.  Hopefully you realize in rebuilding and the closure of other locations, referrals are key. We would like to say, even though it took forever, issues were resolved with S&A Homes.   Good Day. 
Regards,
[redacted]

S & A Homes has met with the customer and reviewed all the outstanding items and spent multiple days completing the items the customer wanted repaired. At this point, we believe all those items are now done. In terms of flooring, the customer picked an engineered hardwood which was installed. It...

is not a laminate. This is the product that was paid for and selected. We believe the customer was confused on the differences between the product. In summary, at this point, we believe we are complete at the house. Thanks

The flooding was caused by an anomaly rain event.  Several other houses flooded in the development during this rain event and not others- this is no different than when homes flood during hurricanes or other anomaly rain events.  Unfortunately, we cannot be held accountable for items, such as severe weather which are out of our control.  In an effort to put this issue to rest, S&A will offer $500 to the customer to put towards the solution outlined in the invoice.

S&A does not send subcontractors out with "appearance" to attempt to fix issues.  S&A has been out to the home multiple times to address the issues noted by the customer. We reviewed the repairs that were completed by our subcontractors and the variance in the drywall is within the...

tolerance allotted within our warranty manual.  With that being said, I would be glad to discuss the issue with the customer.

On Tue, Mar 14, 2017 at 9:34 AM, [redacted] [redacted]> wrote:Hi [redacted],I am in receipt of a letter dated March 6th 2017 from [redacted] at the Revdex.com regarding the above complaint and S & A Homes accreditation status. First of all, I would like to apologize for the delays in the follow up response from the customer. I know we responded to the original complaint but it sounds like we did not respond to the follow up complaint. Based on your letter, our Pittsburgh office did not respond a second time. In investigating how this has slipped through the cracks, I believe it happened during a transition of some of our employees in Pittsburgh as part of our sale to [redacted] of our Pittsburgh Region. I am not sure if you are aware of not, but fairly recently we announced that we have sold our Pittsburgh region to [redacted]. I only mention this to explain the reason for unresponsive follow up to your organizations communication. Just so everyone at the Revdex.com is aware, we have processes and procedures in place to service all of our customers in Pittsburgh during the transition of our lots in Pittsburgh to [redacted]. S & A Homes will still be operating in all our others geographic areas other than Pittsburgh and will have service people in Pittsburgh for 12 months after the last house closes. In terms of Mr. [redacted], I have reviewed his file again since our initial response and believe our initial response was accurate. With that being said, due to the delay in getting things to a resolution for our customer and for the inconvenience that the multiple trips for repairs to his house may have caused, I am willing to honor his first request of a refund of $2,080 for the charge to the concrete wall. While I believe we completed the work necessary and the house met all local inspections, to help resolve the situation I am happy to make this refund. If this is acceptable to the customer I will process the refund. Please advise. In terms of the hardwood floor, I stand by our initial response and do not feel any refund is due or warranted for all the reasons in our initial response. Again, I am sorry for the delay in response. S & A Homes has always had a top rating with your organization and has been accredited for a number of years. I hope this is able to continue for many year in the future. Thanks,Chris S[redacted]S & A Homes Inc.President of Housing Division