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Rolwes Company

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Reviews Rolwes Company

Rolwes Company Reviews (3)

To Whom It May Concern:The Rolwes Company strongly values the customer’s experience.  It is why we have a 99% willingness to refer rating.  We believe we provide a comprehensive and fair builder’s warranty to our customers.Prior to purchasing their home, the customer was provided a copy of...

the Rolwes Company Home Owner’s Warranty (“Warranty”).  At contract signing, and at the preconstruction meeting (prior to the start of construction) they signed off on a documents stating that they have reviewed the Warranty.The item in question is covered under section 2.3 Surface Drainage of the Warranty.  This section clearly states “Within the first year, we will provide on a one-time basis, labor and material to fill any settled areas”.  This statement is consistent with what is suggested by Home Builders Association of St. Louis and Eastern Missouri in their “Industry Standards Manual.” The customer closed on the home 9/19/14.  Not 9/25/15 as their complaint suggests.  Therefore, their warranty period for this item expired on 9/19/15.  However, the Rolwes Company offers a Final Inspection as part of our customer service program.  This Final inspection took place 8/7/15 and was conducted by [redacted] of Rolwes Company.  During this inspection, it was noted that there were two areas in the yard that needed to be filled, due to settlement.  These areas were addressed and the repairs were reviewed and signed off as complete by a representative of the homeowner.The Rolwes Company has copies of the contract documents, preconstruction documents,  closing statement (to demonstrate actual closing date) our Warranty, the HBA manual, the completed Final Inspection Report and the bill from the vendor that describes the work performed to rectify the settlement in the yard.  We would be happy to provide these items if it is deemed necessary by the Revdex.com to close this complaint.To summarize our response, the Rolwes Company performed the necessary repairs within the Warranty period.  The homeowner is seeking repairs outside of the Warranty period for this item.  Further the homeowner has been informed that this work is no longer covered under the Warranty that they have been provided with and have stated that they have read and understand the Warranty.ell us why here...

Initial Business Response /* (1000, 5, 2015/09/15) */
We could not ascertain if it was indeed one of our sub-contractors, or any of the other numerous vehicles that come up and down the road that damaged Ms. [redacted]'s mailbox. Ms. [redacted] offered no description of the vehicle that caused the damage...

for us to track down.
However, in an effort to provide the excellent customer service that the Rolwes Company is known for, we agreed to repair the mailbox. Ms. [redacted] has been made well aware that this work is not covered under our warranty, and has signed a Non-Warranty Repair Form signifying this.
As of this date, the damaged mailbox has been repaired, but the address plaque is on back-order. It will be installed as soon as it becomes available.

Rolwes Company (Rolwes) appreciates and values the customer experience above all else.  This was our goal throughout the entire purchase, building and closing process with [redacted] and [redacted] (collectively Purchaser).  We assisted in them in every way we could.The Purchaser entered into a...

“Purchase Agreement” with Rolwes on April 23, 2017.  At that time, we were offering an incentive of $12,500 as reflected in the Incentive “Addendum to Purchase Agreement” (attached) which they signed.  At the time, the incentive was used solely as a discount off of the Purchase price of the home as shown in Paragraph 2(ii).  On October 4, 2017, the Purchase received notification via standard (attached) mail that their new home was nearing completion and provided a closing date of November 22, 2017.  [redacted] called our Sales Manager, [redacted], on November 15, 2017 and stated that he did not have the funds necessary for closing costs due to a loan made to his Mother.  [redacted] offered to assist [redacted] in finding options to help with his situation.  [redacted] told [redacted] that he was glad to have her help.Immediately after speaking with [redacted] spoke to [redacted], the Purchaser’s loan officer.  [redacted] and [redacted] discussed altering the $12,500 incentive to allow for closing cost assistance.  [redacted] thought that this was a viable option and began looking into it as a possibility.  Before [redacted] had a chance to call [redacted] back, [redacted] had already made it to [redacted]’s office.  [redacted] and [redacted] called [redacted] on speakerphone and they worked out the exact amount that the Purchaser would need for closing assistance.  [redacted] immediately sent over a “Change in Incentives Addendum to Purchase Agreement” (attached) the very same day.  Paragraph 1 of this document shows the $12,500 incentive being allocated as $8500 towards closing costs and $4000 towards the purchase price of the home.  It is the very same amount as originally provided.  It is important to note that this is the amount that the lender and [redacted] ag[redacted] on the phone would be necessary for the Purchaser to close on the home.  The use of those funds were determined by the lender.  The document was executed by the Purchaser via DocuSign on November 15, 2017 and by Rolwes on November 16, 2017.During the build process, the Purchaser was continually kept up to date on the progress of their home via weekly calls from one of our Project Managers.  Additionally, they were provided with the Project Manager’s phone number should they have any questions or concerns or would like to have set a time to visit their home under construction.  The Purchasers did not show up for their Homeowner Orientation as called out in the letter of October 4, 2017.  However, Rolwes set up a second date of November 27, 2017 as a convenience to the Purchaser.  The Purchaser signed numerous documents on that date with a Rolwes Project Manager, [redacted] Van Der Beck.  At the orientation, the Purchaser brought up the concerns regarding an additional gutter and steps off of the bay window.  After the meeting, [redacted] called the main office to discuss these items with [redacted].  [redacted] called the Purchaser to inform them that Rolwes does not install steps off of a bay window that do not lead to a patio or other hard surface, which the Purchaser did not choose to include in the Purchase Agreement.  Without a stable platform for the steps to sit on, they could become a hazard as they settle into the ground.  The additional guttering that was requested would not have been consistent with the approved plans for their home.These concerns were addressed again in an email chain (attached) which the Purchaser was party to.  The December 5, 2017 email with these very same concerns was addressed in person by our Director of Operations, [redacted] while [redacted] was at Title Partners.The Purchaser was unable to close on November 22, 2017.  This was due to delays in providing full and accurate information to their lender, and had nothing to do with actions by Rolwes.  This placed the Purchaser in default under Paragraph 12 of the Purchase agreement (attached).  In that paragraph it very clear states that Rolwes has the right to charge “1.5% per month, or any part thereof, from the date that Settlement was to have occurred”.  The Purchaser did not close until December 5, 2017.  The additional charge of $529.79 was a fraction of what could have been levied against the Purchaser for the delays that they caused.Rolwes works diligently to provide the highest level of customer service to ensure that our homeowners are fully satisfied with their choice to purchase a Rolwes home.  It is the goal of each of our employees to be exceptional in this regard.  While we are disheartened by [redacted]’s and [redacted]’s dissatisfaction, we do feel that we took every measure we could to help them during the process of purchasing, building and closing on a new home.  Sincerely,[redacted]Rolwes Company

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Address: 13100 Manchester Rd Ste 65, Saint Louis, Missouri, United States, 63131-1703

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