Rick Perry Masonry, Inc.

We apologize to the customer. Unfortunately, the check request was never processed due to employee turnover.  We will process the check request and the customer should receive the check in the next 7-10 days.

S&A has answered this complaint numerous times and the reason for the water infiltration has not changed- it was an anomaly weather evernt.  The region was inundated by rain over the past several weeks and there were no issues.   It is not failed logic- it is fact.  S&A can not and will not be responsible for these types of weather events - no different than any other builder.  S&A has offered to pay the customer $1,250 as a goodwill gesture, even though we have no fault in this matter, to resolve the customer's complaint.  The offer still stands.

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.
Regards,
[redacted] the drywall damage was a result of another repair. I was told that a new screen door had been ordered. It was never delivered. Now this joke of a company wants to tell me that I’m not supposed to get anything fixed for another three months. How about just doing what you started and follow through on commitments. Now that they are out of the Pittsburgh market. They honestly don’t care about the customers.

Mr. & Mrs. [redacted] must follow the contractural agreement that they signed at contract signing . The warranty state a one year material and workmanship warranty and 10 year on structural . S&A continues to offer to repair and adjust all  the items stated in their complaint.    S&A Homes is willing to come back to the [redacted] home and review the front door and hardwood and make any necessary repairs. [redacted] was prepared to replace a few ceramic tiles but Mr. [redacted] agreed not to replace. We have made the offer to resolve the situation by replacing the few high ceramic tiles that need to be replaced.  Regarding [redacted] we have made multiple calls and have not received a call back regarding [redacted]. As Mr. [redacted] was able to speak to [redacted] we would appreciate knowing who he talked to and how we could get the information regarding replacement. I would also like the opportunity to inspect your sub floor with and engineer who could document that the floor is level and meets all building standards.  We would also like to inspect the sub floor with an engineer to confirm it meets all specs. Tell us why here...

My husband has been calling [redacted] for weeks and has not got in touch with anyone and has left messages.  Regardless, they do not work with S&A any longer and S&A would be reliable for our floor.  The new CFO - Mr. D[redacted] has recommended them coming in to fix the areas.  This goes against our warranty as nails are not to be placed down through as well in fixing multiple areas trying to insert glue in them will not work as well.  You would know all of this if you actually picked out your products, but you didn't, you used this product because the low balled sub contractor you paid to do our floors at the time used it.  Also, why would we want S&A coming back in to fix our floor when our upstairs is still a mess from them trying to fix it.  The joists were sanded down to make level (which are still not level) and new flooring was put down, which is sinking when you step on it and pinching your feet.  I would think having these issues fixed to our satisfaction would be a drop in the bucket vs. loosing multiple homes in our development and other areas.  I should had walked over to Rich when I saw him in our development the other month to ask him a very simple question.  Before moving into our home, he said our home would be put up quicker than our next door neighbors, I was thinking in my head.... did he really just say that.  Even prior to experiencing all of the issues we had experienced I was surprised to hear such a car salesman comment.  Clearly that home was nicer than ours, more detail, that builder was in a completely different category than S&A (who really doesn't even build the home/ the cheapest sub contractors are the ones).  That home across the street has had zero issues or headaches.   I would think Rich realizes (by now) that the amount of home issues that could be caused when rushing the building process as well the issues that can arise when him or Ken are never really supervising, when they should be.  That is the job of PM, right???!   The number of complaints we have been reading not only on the Revdex.com site, but on Facebook before S&A "HIDES" them is unsettling.  THIS IS YOUR REPUTATION??  Don't you get that?  Clearly it is protocol that you all don't fix issues either by on the complaints.  You just figure your customers will give up, right?!  Cleary with the Pittsburgh market closing, S&A has yet to learn that happy customers equals more referrals.  We continually have people coming to us asking about our building experience as well if we have had any luck with our issues.  We have a handful of homes going up in our development.  This includes many from other areas.  Clearly you are only concerned with turning houses over and making profit as quick as you can.  Hopefully the new CFO realizes what has been going on in the past and has a conscious in making things right.  When you have countless CUSTOMERS complaining about the same issues, don't you think you need to own up to them and correct those issues moving forward so they don't continue to happen?  It's business 101 that most customers come from referrals.

Below is an email I sent to [redacted] from the Revdex.com earlier today.  Hi [redacted] My name is Chris S[redacted] and I am the President of the Housing Division for S & A Homes.   I am sure you are aware but just as a reminder, we have not closed on this house the customer so the...

home is still owned by S & A Homes. One of our representatives has been meeting with the customer or her realtor on an almost weekly basis for the past few months on site ensuring that the house is to her satisfaction. At this point, we believe the house to be complete with the exception of some exterior items that could not be completed due to the weather. Those items are currently in process of being done but none of which would hold up closing on the house. S & A Homes believes we have built this house to the specifications that were shown to the customer during the purchasing process. Also when the customer bought the house, the house was a framed so any room dimensions would be been done at that time. This is a townhouse and was a spec house so the customer was able to walk through the portions that were complete at that time. S & A Homes continues to be willing to meet with the customer to review and or repair any legitimate items per the contract of the house. We would like to close as well but want the customer to believe and sign off that they accept the house along with the specifications etc. prior to closing to ensure there is not confusion.   Please feel free to reach out to me to review.   Also, as a quick note, this house is in the [redacted] area not [redacted] PA.   Thanks,   Chris S[redacted] S & A Homes Inc. President Housing Division 2121 Old Gatesburg Road State College PA 16803 Office Phone ###-###-#### Office Fax ###-###-#### [redacted]
[redacted] http://[redacted]

On Mon, Aug 29, 2016 at 11:46 AM, [redacted] wrote:Hi [redacted],Since my last response, nothing has changed in terms of the position from S & A Homes. We would feel that the home meets the contract that was signed and we are willing, able and ready to close with [redacted]. We also did receive a letter from her brokers attorney with similar information that was in the Revdex.com complaint. Our attorney has responded with similar answers to her complaints and requests. I authorized our attorney to make a small concession as good faith effort to try to get her to closing on the house. I am very hopeful over the next 2 weeks we can resolve this issue. Please let me know if you have any other questions.   Chris S[redacted]S & A Homes Inc.President Housing Division2121 Old Gatesburg RoadState College PA 16803Office Phone [redacted]Office Fax ###-###-####[redacted]
[redacted]
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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.
Regards,
[redacted] there is a warranty claim system through which these were submitted. Customers shouldn’t have to live with a broken door lock and damaged screen door until the 12 month mark. Handling warranty claims is not exclusive to twice a year. Especially since the interior drywall damage was caused by repair of another problem. Please have vendor actually take responsibility for their work and do what their representatives tom and GEORGE had promised.

We have met with the customer and are addressing the repair request.

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. 
Regards,
[redacted] I will not accept the response until the matter is resolved and the yard is fixed. I've been told they'd do it before over the past 2 years. I have a meeting with a real estate attorney tomorrow to help advise. I would also like to note that the plans we "signed off" on according to the yard and drainage footage were not clear - the foot marks looked like inches. Also, the drain is in the wrong place - the plans have it much farther into the neighbor's lot.

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.To date, the items have not been scheduled nor has anyone from S&A homes reached out to us to schedule the items.  We have been waiting since April 27, 2017 for the roof vent to the replaced above the morning room.  This is completely unacceptable.  We understand the door glass and door handle for the basement door have only been on the schedule since September 29, 2017, but regardless it has been nearly a month with no contact from S&A in regards to scheduling of those items for completion.  And as far as the driveway, we were specifically told during the September 29, 2017 warranty meeting that our driveway was not complete and that it would be given a top coat.  Per George K., he actually contacted three separate asphalt companies that afternoon as was waiting on a call back from one with their first available date to fix and complete our driveway.  As it is currently, the driveway is not level and has several "patch jobs," where they attempted to level out the poor asphalt job that was done initially.  He agreed we were still owed a top coat to fix the issues.  To this date, we never received a call back regarding the availability or scheduling of the asphalt top coat.  This will continue to be an issue until it is resolved to our customer satisfaction.
Regards,
[redacted]

We are working on getting the customer's issues addressed.  We have had electricians out several times over the last few months and are in the processing of addressing the problem.

The landscapers started on 7/14 as my response indicated we had a plan.  The landscaping is expected to be completed this week.  It is obvious that the landscaping will not be completed by June 30th; however, as I mentioned in my response we had a plan to complete which we are effectuating.  I drove to Pittsburgh last week and met with Matt along with our construction manager and he was fine with the plan we discussed to get his work completed.

Our contract states that we will perform a 3 month and 12 month review. Certain of these items included in the customer's complaint were not included on the 3 month list.  We have two review periods for the customer to identify issues.  It would be impossible to manage if customers were provided no specified time to review issues.  With that being said, our customer care department is looking into resolving the issues the customer has indicated in this message.

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 look forward to receiving dates that the work will be completed as of now nothing has been followed through. 
Regards,
[redacted]

S&A completed and settled on [redacted]’s home on May 29, 2015. S&A Homes has made numerous visits to the [redacted]’s home to respond to any workmanship issues reported. I would like to respond to several issues brought up on this complaint.   The front door was reported...

as an issue during construction.  The door was adjusted to satisfactory at closing (signed off as satisfactory by the buyer). Then in July 18, 2016 S&A Homes flooring contractor removed several loose engineered hardwood boards at the doorway. Any current signs of moisture were not evident at the time the boards were removed.  The homeowner’s complaint regarding the front door is not a result of construction issues.   The homeowners have reported window leaks. Our service department responded to a window leak at the transom and eyebrow window and made a repair. After that visit, Rory M[redacted] (our service technician) called the manufacturer’s Atrium Window Technician to inspect the work he did and review all of the windows .The report attached dated April 28, 2016 shows no further action was needed. After that date no further window requests have been reported.   With respect to the hardwood buckling - [redacted] of Inspection Service concluded that there may be an issue in the subfloor’s levity.  The customer has refused to allow S&A Homes to bring an engineer into their home to review the sub floor for being level. Regarding the floor S&A has offered a professional repair in the areas of where the glue is no longer holding. After my visit to their home I responded to their concerns with an email of our plan of action. This offer is still available to the homeowners should they accept.   I would also like to share a brief part of an email from [redacted] on November 29, 2016. “On top of all other issues we have had with it, we can't even clean the floor without seeing damage, everywhere. To show you (and I have very much documented our experience with pictures, emails to S&A employees, documentation, etc.) I have attached pictures of what happens when you lay water on it for just 20 minutes.  This board should be treated to prevent his. This is what is happening all over simply from just cleaning our floors?!  How is that possible.” I have attached the hardwood disclosure form the homeowner signed before starting their home which gives instruction and warranty exclusions for wet mopping your floor.   I have also included the closing orientation checklist done with the [redacted]’s at closing as well as the 30 day home review. I have also attached my email of December 27, 2016 after my visit to their home.  S&A Homes has been more than forthright in our willingness to work with the homeowners on repairs. Sincerely

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.
Our compliant remains the same.  The work to be completed as been started but to date nothing has been completed nor has a completion date been provided.  S&A continues to ignore the root of our compliant which is their failure to comply with the agreement (attached to previous response).  We are requesting the work to be completed and the escrow funds to be returned to us.  
Regards,
[redacted]

I only can find my 'sample' copy of the warranty.  It says nothing about restricting repairs to two times during the first year (3 month, and 12 month) as referenced.  Can you please contact S&A for an electronic copy of this warranty?  it is very long and would take me a long time to scan and email such a large document.  Bottom line is that they had been responding to my requests for repairs until about 6/30.  Then Tom M[redacted] stopped responding.  His boss George K[redacted] said he would follow through, and didn't.  The warranty states that they will respond in a "reasonable" timeframe, which entitles me to arbitration if they don't do it within 30 days.  I just can't believe they put customers through this.  I was told my Tom that my screen door was on order.  Then they stopped responding.  They fixed my exterior stone work, doing damage to my interior wall.  Why would I need to wait until the 12 month point for them to repair damage that was a direct result of their "repair"??   Again, please get the official warranty document from them.  If I absolutely have to, I will scan the 'sample' warranty book pages that are relevant.  I have text message threads with this team that span the past several months, then they stopped responding.  My 3 month warranty repairs were submitted in March, but honestly, it took them until a few weeks ago to complete those.  It's just awful trying to have simple repairs processed.  Please hold them to their responsibilities!!!

I apologize for the length of time it has taken to address the customer's items; however, the truth of the matter is that we can not address the items until our subcontractor was on board. We have provided the subcontractor with several projects to ensure they perform good work.  We will get to the customers work, again we apologize for the length of time it has taken.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]