Rockland Homes, LLC

Initial Business Response /* (1000, 6, 2015/11/24) */
Please see the attached additional item which contains our letter of response and supporting documentation
(Revdex.com converted from original documentSee file.)
In response to the above referenced case, this letter shall serve as our
response to the complaint
Per our Warranty Document, which is attached, a squeak-proof or noise-free floor cannot be guaranteedThe last time that our Construction Manager went to the home to address the issue, the owner had to JUMP on the floor repeatedly to obtain a noise or squeakApparently, movement on the floor does not create a noise
The installation method recommended by the manufacturer of the underlayment is to staple the underlaymentPer the attached installation instructions, there is no requirement or recommendation for the use of glueThe underlayment at the home was installed per the manufacturers instructions
To reiterate, a squeak-proof or noise-free floor cannot be guaranteed
We look forward to quick resolve to this caseShould you have any additional questions, please contact me at ***
Sincerely,
Michelle H***, Member/Owner
ROCKLAND HOMES LLC
Initial Consumer Rebuttal /* (3000, 8, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to make it clear that I DO NOT accept the unprofessional and uniformed response from Rockland HomesI have been way too accommodating and patient through this process and I should have filed my complaint months ago if not last year when the problem was first identified BEFORE I took ownership of my custom built home
I have attached a video to show the nature of the squeak and how it does NOT take a person to jump on the floor to make it squeakI have no idea where that piece of bs information came from other than thin air as that is the furthest thing from the truthThis is a classic example of a business trying to take advantage of a customer by not providing what they promised
In response to the 'installed by the manufacturers recommended installation' statementThe problem stems from the fact that the subfloor was not suitable to sustain the type of installation they used for this floorMy house had extreme water infiltration during the construction of the home and it was not properly adhered to which lead to mold growth in the homeThe water soaked through both the 1st floor and 2nd floorThe house had snow and rain that got into the homeWhile the home was dried out, the amount of water and the amount of time it took to dry out the OSB, has no doubt in my mind affected the performance of the OSBWhen water hits OSB, it swellsIt allows the layers of the OSB to separate and to lose its form and rigiditySo when a layer of 1/4-3/8" plywood is applied with straight edge staples, there is nothing for those staples to catch intoWhen it hits the dried out flaky OSB, it doesn't bite into itSince there was no Glue that was applied between the two layers of wood, the wood is allowed to free flow and move as a person walks on the floorSo when you hit an edge that has a nail/staple that didn't bite into the subfloor, it bounces in the hole and causes the creaking that you hearThis is why the industry standard is to Glue and Screw all subfloorsThis dramatically reduces the occurrences of floors squeakingThat is why I have stated there was more that should have been done in preparation of the floorThis problem was notified before the close of the home and should have been dealt with over a year ago properlyInstead, Band-Aid measures have been applied to it
Rockland homes claims that they are "The Better Choice in True Custom Home Building"You can't make that statement if you are doing less than standard installations unless you are knowingly and willing committing fraud with the customer
That brings me back to the issue at hand and the original question in the Revdex.com complaint section of how to make this issue rightThe only way I see that this can be made right is to pull up the linoleum and the 1/4-3/8' plywood and reapply with glue and screwsAnd then you fill the heads with filler and the cracks between the plywood ends and sides and you have the smooth surface that is necessary for applying the linoleumIf the home builder does not want to go to that extent to fix the problem then I respectfully request a credit in the form of a check made out to me for the amount it would take to get the job done and I will get it fixed myself by a professional of my choosing
Final Business Response /* (4000, 17, 2016/01/04) */
Please find attached our response to case #***
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(Revdex.com - converted from original documentSee file.)
In response to the above referenced case, this letter shall serve as our response to the complaint
Per our previous response to this complaint, our Warranty Document states that a squeak-proof or noise-free floor cannot be guaranteedPer the homeowner's video, it took direct pressure from his toes and his fingers to make the floor squeak in a very small area"foot traffic" on the floor was not demonstrated to produce the squeakDuring the last visit to the house by our Construction Manager, "foot traffic" on the floor did not produce a squeak
We are proposing, in the spirit of resolve, to send a flooring professional out to make a repairAt the time of house closing, extra vinyl flooring was left on site for any future repairsShould the owner choose not to have Rockland Homes send out a flooring professional to make the repair, we propose a settlement amount of $be given to the owner
We look forward to a quick resolve to this caseShould you have any additional questions, please contact me at ***
Sincerely,
Michelle H***, Owner/Member
ROCKLAND HOMES LLC
Lynn Road, Ravenna OH
***
www.rocklandhomes.com

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***(Revdex.com - converted from original document See file.)This letter shall serve as our formal response to the above-mentioned complaint filed by *** ***We provided customers with two
(2) Ce Request Forms at closingPer our Warranty Documents, they are to submit one form at 6-months and one at 11-month for warranty items that need to be addressThere is nothing in our Warranty Documents that state that we do 6-month and 11-month walk-throughsThere is one walk-through prior to occupancy.All emails (7/17/2016, 8/20/2016, 9/20/and 10/23/2016) were indeed forwarded to Mike G***, our Construction ManagerDuring the construction process, ** *** was the primary contact due to his availability to stop in the jobsite if neededUpon receiving request forms, MrG*** would contact the appropriate subcontractor to have the work scheduledIt becomes the responsibility of the subcontractor to contact the owner to schedule an appointment for any repairs or work that needs to be done.In regards to the blower test paperwork, that is not retained by Rockland HomesThe subcontractor who requests the test retains itIn this case, All Construction Services, the insulation installer, had record of thisI have acquired a copy of the blower door/duct blaster test from themThe items listed in the Comments/Notes box, other than the note about the fireplaces, were corrected by Rockland HomesThe stone on the fireplaces had not yet been completed at the time of the testPer our contract with the ***'s, they were responsible to install the stone on the fireplacesAt the time of occupancy, the fireplace stonework had not yet been completedThe owner's completed it after we received our Certificate of Occupancy from the Geauga County Building Department.There is no installation blueprint for the fireplace. The window was replaced by our window representative approximately two weeks ago.As of 11-15-2016, the light fixture was replaced on 11-2-2016.The siding was purchased by our siding subcontractor, *** ***The brand is Norandex Woodsman and the color is Sienna.The shingles were purchased through *** *** *** in AkronThe shingle brand is CertainTeed and the color is Cottage Red.A screen for the atrium door was delivered on 11/18/There are no screens included with French doors in the dining area.I have included copies of the 6-month and 11-month Ce Request Forms that were completed by *** ***I had made notations on those forms stating what has been completed and what has been scheduledThey are in warranty until January 26, 2017, so we are well within our allotted time to address the items listed.Based upon the information, we look forward to quick resolve to this caseShould you have any additional questions, please contact me at (*** ***)