Rush Development Company Inc

We take extreme pride in the homes we build and the service we provide for any warranty issues. We are genuinely sorry that Ms. [redacted] feels that her issues have not been addressed, based on the following information. Our Customer Service/Warranty department has been working with Ms...

[redacted]’s issues since November, 2017.  The local Rush Warranty Technician and the Customer Service Manager have been to her home on several occasions, most recently in November and have had failed attempts to meet with her since. Before the complaint was filed, we had taken the following actions:1)     The landscaping on her lot is no different than the other 30 homes in this community.  All 31 lots have amended soils as part to the site inspection final conducted by the City of Gig Harbor.  Each lot is prepped with a well - balanced sandy loam soil to promote growing and drainage. a.      Ms. [redacted] did have additional landscaping completed by a 3rd party landscaping company after closing.  The standing water could be caused by depressions in the lawn, caused by people or equipment walking on the newly laid sod. As explained to Ms. [redacted], there is no warranty coverage on landscape after so much time has passed after the house closed. We also have no control over how maintenance on the lawn has been performed which could be a cause of the lawn issues.2)     Furnace noises were submitted as a warranty claim on Nov 6, 2017.  The HVAC subcontractor sent a service technician to the home four days later on Nov 10, 2017.  The service technician explained to Ms. [redacted] the heat pump noise is caused when the heat pump goes through the defrost mode, which is normal in cold weather. He also added draw ties to the heat pump coils and reset the thermostat for Ms. [redacted].  The heat pump / furnace was operating properly before service tech left. 3)     Water dripping from the roof has been reviewed with Ms. [redacted].  With both our warranty technician and customer service manager present.  With Ms. [redacted] we were not able to locate the dripping water.  This was reviewed on several instances, both in rainy weather and another time after rains subsided.  We did not observe any indentations in soil/gravel where water may have been dripping.  This issue is not resolved.  We remain committed to helping Ms. [redacted] find resolution when she is able to show us examples of the improper drainage.In regards to issues #4 & 5 on the complaint, In regard to issues #1-3, we have been responsive to every request made within 1 day, if not often within minutes. We have documented this communication to demonstrate our efforts to resolve any outstanding issues. This documentation is attached, and spans from November 6th through February 12th. At this point we still had not received any claims or information about issues #4 or 5 and can assure the Revdex.com if we had, we would also have addressed those immediately. In fact as of receiving this complaint on 2/28, we have already reached out to our electricians regarding the readout on the alarm systems (#4 issue on the complaint), and are more than happy to perform additional touch up paint under her direction (provided it is covered under our 1 year builder workmanship warranty).On February 12th, Ms. [redacted] was not satisfied with the fixes above, and sent us a note stating, "I will getting assistance to deal with your company." (Attached below.). We have not heard anything from her since, and she has not responded to any of our attempts to schedule time to meet and resolve any legitimate warranty issues that remain. Rush has an unwavering commitment to our customers.  This includes Ms. [redacted], as we demonstrate in the communication exchange below.  We will reach out to Ms. Capedevielle again to attempt to schedule a time where we can meet again at her home to review her concerns and come to a mutual resolution on each issue.Our documented correspondence with Ms. [redacted] follows. [redacted] From:[redacted] [mailto:[redacted]@me.com] Sent:Monday, February 12, 2018 11:54 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Fwd: BE07 warranty As I said, I will getting some assistance to deal with your company. Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: BE07 warrantyDate:February 12, 2018 at 11:48:18 AM PSTTo:[redacted] <[redacted]@me.com> I am just trying to understand what issues you feel are not completed.  According to what I have, the only item is what I stated below. [redacted], I read your emails as I read every other customers’ emails – one word at a time, sometimes I read customers’ email communication twice so not to miss anything.  You are a very valued and important customer to Rush and the Customer Service/Warranty.  Let me know your availability so we can discuss your concerns. Thank you. [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382From:[redacted] [mailto:[redacted]@me.com] Sent:Monday, February 12, 2018 11:41 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Fwd: BE07 warranty No it is not the only matter. You should read my all email sent last year. I think I need ask for assistance to deal with your company as is obvious to me, my emails are not even read or answered with vague information or with terms that are not explain in context. Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: BE07 warrantyDate:February 12, 2018 at 11:36:15 AM PSTTo:[redacted] <[redacted]@me.com> The only other “outstanding” item is your concern regarding the “dripping water” noise.  All other items have been addressed either with service calls from our subcontractors (Puyallup Heating, for example) or explanation of non-warranty items per the contractual 2-10 HomeBuyerWarranty. Let’s plan on meeting in person so we can all be on the same page with warranty vs non-warranty coverage.  Please provide a couple of days/times you are available and let’s get this scheduled. Thank you and hope you are enjoying the sunshine! [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382 From:[redacted] [mailto:[redacted]@me.com] Sent:Monday, February 12, 2018 11:26 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Fwd: BE07 warranty Then that means that these matters have not been taking seriously. I am not available on the 15 and I only can make morning appointments next week. I am hoping that you bringall professionalsneeded to compete the jobs as these problems have been standing for to long. Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: BE07 warrantyDate:February 12, 2018 at 10:40:45 AM PSTTo:[redacted] <[redacted]@me.com> You didn’t. We were just in the neighborhood and thought we would stop by – it was not planned, [redacted]. We were being proactive and hoped you would be home so we could discuss what you feel is not being addressed properly. [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382 From:[redacted] [mailto:[redacted]@me.com] Sent:Monday, February 12, 2018 10:39 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Fwd: BE07 warranty This is a news to me. I do not recall too make arrangements by phone or email.  Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: BE07 warrantyDate:February 12, 2018 at 10:36:32 AM PSTTo:[redacted] <[redacted]@me.com> [redacted] and I have been over to your home twice but no one was home.  We are happy to make time for you this week, Thursday, Feb 15tharound 3pm?  [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382 From:[redacted] [mailto:[redacted]@me.com] Sent:Monday, February 12, 2018 10:00 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Fwd: BE07 warranty [redacted]; Nothing has been done regarding the house issues since the email below . This is no acceptable.It seems like I need to escalate this situation. [redacted]  Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: BE07 warrantyDate:December 22, 2017 at 12:24:35 PM PSTTo:[redacted] <[redacted]@me.com> Hi [redacted] – with the upcoming holiday and vacation schedules,  I suggest we meet after the New Year’s at your home to review issues you have questions so we are on the same page moving forward. Maybe you can provide some days/ times you would be available to meet. Puyallup Heating did receive a work order for “noisy” heat pump/furnace.  They made a service call to your home on Nov 10, 2017.  At this time, I am told  the heat pump was going through defrost, which is normal in cold weather and they made adjustment to your thermostat settings.  Their work order states Jason, service tech, added some draw ties to your exterior heat pump coils and reset your thermostat and explained how the heat pump’s defrost works. At that time, your heat pump was operating as it should.  Is there a new issue? Thank you. [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382 From:[redacted] [mailto:[redacted]@me.com] Sent:Friday, December 22, 2017 11:53 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Fwd: BE07 warranty OK [redacted], let know when this is going to be resolved. Merry Christmas to you![redacted] Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: BE07 warrantyDate:December 20, 2017 at 6:51:25 AM PSTTo:[redacted] <[redacted]@me.com> Good morning! I did answer your questions.  We can discuss in person next time we are at your home. The so called smoke you are observing from your heat pump is most likely condensation, as explained below.  I don’t know the exact temperature when heat pumps begin condensing.  I am told by Puyallup Heating, it is around 40 degrees or below.  Every unit will react slightly different based on location and exposure to elements. The exact temperature would be a question for the experts, in this case, Puyallup Heating.  I will reach out Puyallup Heating on “exact” temperature heat pump begins to condensate. Garage lights – if you are taking the overhead ceiling lights in your garage, we do not provide covers for those. Happy Holidays, [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382From:[redacted] [mailto:[redacted]@me.com] Sent:Tuesday, December 19, 2017 4:01 PM To:[redacted] <[redacted]@therushcompanies.com> Subject:Missing answers: BE07 [redacted], my responses are in green.Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: BE07Date:December 18, 2017 at 4:08:01 PM PSTTo:"'[redacted]@me.com)'" <[redacted]@me.com>Cc:[redacted] <[redacted]@therushcompanies.com> Hi [redacted] – this ended up in my Junk Email box so my sincere apologies for delay in response.  My responses inBold face Red. Happy to meet in person if you wish. [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382 From:[redacted] [mailto:[redacted]@me.com] Sent:Saturday, December 09, 2017 8:39 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Need Further Assistance: Water Dripping/Grass: Noise / Heat Pump Hello [redacted]; Rain water: You already checked and viewed this problem on your last visit to my house, also I sent pictures. The matter is that your worker did not fixed the problem when he came. Well, I guess we need to stop by while you are home to review this issue again.  We could not find anything defective but may have been looking in different location then what you are looking at.  Would be nice if were raining so we could actually see what your concerns are.  We here to help anyway we can.Let me when you need to asset this again. Landscaping:This is not a problem of dying plants, this matter is that the ground  was not treated and prepared correctly and now I have a more pronounced uneven ground, in fact I reported this problem soon after I moved, check your emailAdditionally, no enough soil was added to the ground have a health lawn as most of it is clay and in some areas sand. I expect Rush to fix situation. I need a clear answer, a sentence that include a yes or not answer. .  You lot landscaping is no different than anyone else’s landscaping in Bellesara.  Please refer to my last email on this.Again my questions were not answered on previous email. Also, I want you list the number of things you think caused this (”could be caused by a number of things”), since I have done nothing to the lawn, other then a regular maintenance.Stated in earlier email.  See below.  Where is the list? Furnace:Noise has become more predominant and frequent just about every time the furnace turns on; in fact when I step in my bedroom directly below where the furnace is I can reproduced the noise. So to be clear, I want this matter resolve to.  I will notify Puyallup Heating again. Let me when they are coming. Heatpump: What is the temperature the condensation take place? Not sure I understand your question.Condensation on the exterior? The outdoor unit will defrost itself occasionally which will generate streams of water which might look like condensate but is really melted ice off the coils.The noise (explosion and smoke coming out of it) the machine makes, you said is because the condensation, so at what temperature the condensation takes place?   I always forget to mention that the garage has missing the lights covers? Thank you [redacted], hope you are enjoying this festive time of year! Look forward to hear from you. Thanks,[redacted] Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: Water Dripping/Grass: Noise / Heat PumpDate:November 16, 2017 at 10:58:43 AM PSTTo:[redacted] <[redacted]@me.com>Cc:[redacted] <[redacted]@therushcompanies.com> Hi [redacted] – HVAC: Thank you for follow up on Puyallup Heating. Rain Water:We are in Bellesara tomorrow (Friday) afternoon between 1-4pm and can stop by and take another look.  Will you be home? Landscaping:Your house closed in February, 2017.  Per the Rush Residential Express Limited Warranty, in your homeowner manual:LANDSCAPINGIssue:PlantsandSodRush Residentialwillreplacedyingplantsor sodforaperiodof14days followingclosing,providedthatthehomeownerprovidesnoticetoRush Residentialwithinthe14dayperiod.Rush Residentialwillnotberesponsibleto replacetheplantsdamagedduetolackofwatering,impropercare, or transplanting Per the 2-10 Home Buyer Warranty, page 8 EXCLUSIONS, Item #2 Excluded warranty itemsinclude “…. landscaping (including sod, seeding shrubs, trees and plantings)…” Per City of Gig Harbor, all lots must have amended soils as part of the site final.  Inspectors come out and test the soil before signing off on lot specific site final. The Landscape company for Bellesara (and all their communities)  use sandy loam. Sandy loam soilis a mixture that is generally well-balanced, but hassandas a dominant component. Perfect loamysoilis ideal for most growing, and contains an even mixture ofsand, silt and clay in roughly even proportions.Sand, silt and clay are defined by different particle types insoilidentification. I can’t speak to what Black Lotus said. I was not present for the conversation.  Every landscaper has an opinion on what they consider proper landscape preparation. I will, however, send them communication regarding sharing their views on the competition.  It’s neither healthy or professional. Depressions in your lawn after 9 months --- could be caused by a number of things, people, equipment or critters over a 9 month period. There is no coverage after so much time has passed after closing. Pacific NW grass seed blend and fertilizer in early spring and you will have re-freshed grass again. Regards, [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382From:[redacted] [mailto:[redacted]@me.com] Sent:Wednesday, November 15, 2017 3:44 PM To:[redacted] <[redacted]@therushcompanies.com> Subject:Water Dripping/Grass: Noise / Heat Pump Hello [redacted]; I am hoping you are having a great week. Puyallup Heating changed the furnace and heat pump’s settings and so far I have not heard the noise at night.  I will report further if needed.  Also, I forgot to say last time that the dripping of water continues coming down on the wood roof corner of the house. I hope that can be fixed since the water should be draining on the water collection roof system rather. Finally, the condition of the grass in the back yard is deteriorating rapidly (as well as the in font yard in some areas), there are a lot sunken places, patches of sand/clay ground showing between the grass, uneven ground, bad drainage, etc. I know that sand/clay is not a good soil for grass nor for many plants to flourish. Additionally, I have been told by Blacklotus’ personnel that whoever installed the grass do not condition the ground properly, (from compressing the ground to add a good compose soil before placing the sod).  So as you imagine I would like to have these issues fixed as soon as possible and before it gets worse with the constant rain. Please let me know when you can schedule these repairs.  Thanks,[redacted]Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: Noise / Heat PumpDate:November 9, 2017 at 8:54:28 AM PSTTo:[redacted] <[redacted]@me.com> Good morning, Puyallup Heating is schedule to be at your home between 10a,-12noon tomorrow.  They are on a very tight schedule the next few weeks so hoping this will work for you.Please confirm schedule. [redacted]/ Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382 From:[redacted] [mailto:[redacted]@me.com] Sent:Monday, November 06, 2017 11:31 AM To:[redacted] <[redacted]@therushcompanies.com> Subject:Fwd: Noise / Heat Pump Yes, as far as I know. Begin forwarded message: From:[redacted] <[redacted]@therushcompanies.com>Subject: RE: Noise / Heat PumpDate:November 6, 2017 at 11:03:50 AM PSTTo:[redacted] <[redacted]@me.com> Good morning, Is this a constant noise every time heat kicks on?   [redacted] / Customer Service Manager [redacted]@therushcompanies.com c (253) 514-7382 -----Original Message----- From: [redacted] [mailto:[redacted]@me.com] Sent: Monday, November 06, 2017 9:07 AM To: [redacted] <[redacted]@therushcompanies.com> Subject: Noise / Heat Pump Good morning [redacted]; I have to report a noise (like a machine) coming from the ducts where now the warm air is coming into the house. This noise start soon after the pump start working and last about 30 seconds or so and decreases and fade away. I have heard this noise coming from the vent by the entry door, but more louder and dominant in my bedroom, however I cannot point out exactly from where. So, I hope you can send the company that should check and repair this matter. Have a great week! [redacted]