Ryan Homes

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] In response: [redacted] states, “Our service representatives made a visual inspection of the roof, and they were able to see that there were gaps around the pipe penetrationThey advised the customer of the issue and that they should contact the [redacted] to seal the gap properly.” No one from Ryan Homes made a visual inspection of the roof Further, once the [redacted] replaced the faulty shingle the leaking stopped completely, without anything being done to gaps around a pipe Re: shingle damage, [redacted] states, “if there was shingle damage previously then the leak would have been evident prior to this year” The leak was, according to the [redacted] worker who did the repair, slow and went first into a second story crawl space with some of the water being absorbed by insulation I am not sure, under these circumstances, how [redacted] can conclude that we would have had to know of the leak sooner if the problem was a faulty shingle Both the [redacted] Maintenance employee and the contractor I have hired to do the repairs noted that there are rusty nails as a result of longstanding exposure to water I can’t say for certain that this first occurred during the first year of our homes existence of course I would be interested in hearing whether [redacted] has alternative explanations for how a ½ year old roof shingle can suddenly have nail hole in it Re: the one year warranty on our roof, I have consulted a licensed contractor who advised that our damaged shingle is covered by the statute of repose which protects us against faulty construction for years I have gotten an estimate for the damage to our house as a result of the leak in our roof The total is dollars I would be glad to provide a copy to Revdex.com and/or Ryan Homes All I am asking from Ryan Homes is the dollars I would otherwise have to pay for the deductable All evidence and information indicates overwhelmingly that Ryan Homes used a damaged shingle in the construction of our home and that damaged shingle has caused damage to the inside of our home I am sure these things happen from time to time and am sure this is not a negative reflection of the quality of Ryan Homes The Ryan Homes representatives who interacted with us prior to closing on our home repeatedly told us how Ryan stands behind their product and workmanship It is time to make good on that claim Regards, [redacted]

Dear [redacted] I am writing in response to Revdex.com Case # [redacted] The letter from the Revdex.com was the first we have heard about an issue from anyone in the neighborhoodOur goal is to make sure that all of our communities have a warm inviting feel for not only our existing customers, but other existing homeowners and prospective customersWe want the community members to be proud of their homes and the neighborhood in which they live There are certain items we are required to have onsite by the***,***, and county in which we are workingWe are committed to following all applicable regulatory guidelines, and sometimes we are forced to put these near existing homesWhen placing these near existing homes we strive to maintain these regulatory devices or storage areas so that they aren't an eyesore for the neighborhoodAs of this morning, we have spoken with the customer who filed the complaintWe came to an understanding of what Ryan Homes would do moving forward to make sure the area around the concrete washout and trailer would be as least impactful on them and their daily lives as possibleThey now have a direct number to reach out to me if they have any concerns at any time As of this time we consider the complaint to be closed -Please let me know if you have any questions, or would like more information Sincerely, [redacted]

Ryan Homes takes pride in providing our customers with a great home and great support after closingThe home in this case closed on 4/19/ and is over years oldOur [redacted] went to this home and reviewing the issues in question and provided information and support for resolution in the most economical way for our customer back door trim was installed in pieces: Ryan Homes uses [redacted] doors and the door jambs are made of a finger jointed pineOver time the paint can degrade with elements and allow moisture to impact the wood cause moisture absorptionThis is a homeowners maintenance item and not covered by warrantyWe recommend checking the caulking every months and maintaining as neededExterior wood surface will need to be painted every 2-years depending on exposureThe exterior door in question had been recently painted and that will seal the finger joint and protect your door for years to come Back door leaking: During our inspection with the homeowner we discovered areas of concernThe first being the window insert had a water trail down from the glass frameIt was determined that was due to the installation of the mini blind covering by the customerThis is not covered by warrantyThe second was the area at the bottom of the jams and mulls wherever the wood meets the silver sillWe recommend checking the caulking every months and maintaining as neededThis is a homeowner maintenance item and not covered by warrantyThe customer was very receptive to our advice and had the caulking gun out to address there critical areas even before we leftWe applaud the eagerness to act in the maintenance of the home Thermal Distortion of the siding due to reflecting from the exposed glass of the family room windowsThis is an environmental condition that Ryan Homes cannot control and it is not covered by warrantyAs a courtesy in May 2011, Ryan Homes provided and installed the top glad with capillary tubes to help reduce the occurrence of thermal reflections off the insulated glassWhile it has helped, it was not 100% effectivePlacing a screen over the top glass to diffuse the reflection is one solutionI provided the number to [redacted] in [redacted] Front rails are loose: the front aluminum rails are loose at the post where cemented into brickI provided numbers to [redacted] to have them quote repairsThe condition observed after years, is not covered by warranty Ryan Homes is always happy to help our customers and I provided my business card without corporate call center for customer to direct all future inquiries to [redacted] or visit [redacted] Customer was receptive to the information and was very cordial during out visit Thank you, [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The customer states that she has not been contact after the business first reached out to her and that nothing has been done and that the business will not set a time up with her to help her with her issues

Good morning,
#1f497d;">
I wanted to take a moment and update you on Ryan Homes response to the above complaintAs of 6/2/we have made contact with the customer and have a meeting scheduled to inspect the issuesWe will update you once we have met with the customer
Sincerely,
*** *** *** *** *** ***-----
** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The letter from Ryan Homes does not address compensation They have recently contacted me via phone about compensation I do not know whether this is something they are actually going to follow through with or not
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The customer states that she has not been contact after the business first reached out to her and that nothing has been done and that the business will not set a time up with her to help her with her issues.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
In response:
 
[redacted] states, “Our service
representatives made a visual inspection of the roof, and they were able to see
that there were gaps around the pipe penetration. They advised the customer of
the issue and that they should contact the [redacted] to seal the gap properly.” No one from Ryan Homes made a visual
inspection of the roof.  Further, once
the [redacted] replaced the faulty shingle the leaking stopped completely, without
anything being done to gaps around a pipe.
 
Re: shingle damage, [redacted]
states, “if there was shingle damage previously then the leak would have been
evident prior to this year”.  The leak
was, according to the [redacted] worker who did the repair, slow and went first into a
second story crawl space with some of the water being absorbed by
insulation.  I am not sure, under these
circumstances, how [redacted] can conclude that we would have had to know of the
leak sooner if the problem was a faulty shingle.  Both the [redacted] Maintenance employee and the
contractor I have hired to do the repairs noted that there are rusty nails as a
result of longstanding exposure to water. 
I can’t say for certain that this first occurred during the first year
of our homes existence of course.  I
would be interested in hearing whether [redacted] has alternative explanations
for how a 3 ½ year old roof shingle can suddenly have nail hole in it.
 
Re: the one year warranty on our
roof, I have consulted a licensed contractor who advised that our damaged
shingle is covered by the statute of repose which protects us against faulty
construction for 5 years. 
 
I have gotten an estimate
for the damage to our house as a result of the leak in our roof.  The total is 4800 dollars.  I would be glad to provide a copy to Revdex.com and/or
Ryan Homes.  All I am asking from Ryan
Homes is the 500 dollars I would otherwise have to pay for the deductable.  All evidence and information indicates
overwhelmingly that Ryan Homes used a damaged shingle in the construction of
our home and that damaged shingle has caused damage to the inside of our home.  I am sure these things happen from time to
time and am sure this is not a negative reflection of the quality of Ryan
Homes.  The Ryan Homes representatives
who interacted with us prior to closing on our home repeatedly told us how Ryan
stands behind their product and workmanship. 
It is time to make good on that claim.
Regards,
[redacted]

Dear [redacted], 
I am writing in response to Revdex.com Case #[redacted]. We received a complaint from the customer of water damage in the home due to a leak in the roof, and one of our service representatives went to inspect the house. The customer closed in September of 2010, and...

there had been no service tickets indicating previous issues with roof leaks. The community in which the customer resides is condo style ownership. All exterior features are covered and maintained by the [redacted]. The [redacted] is responsible for inspecting and repairing damage to shingles, and for inspecting areas around pipes that penetrate through the roof. These areas should be inspected on a yearly basis, and fixed if there are any gaps or cracks in the sealant. Someone from the [redacted] inspected the roof, but claims to have found shingle damage. If there was shingle damage previously, then the leak would have been evident prior to this year. 
Our service representatives made a visual inspection of the roof, and they were able to see that there were gaps around the pipe penetration. They advised the customer of the issue, and that they should contact the [redacted] to seal the gap properly. We advised the customer that this was not a warrantable issue, rather a maintenance issue. Please let me know if you have any questions, or would like more information. 
 
Ryan Homes 
[redacted] 
"We are pledged to the. letter and spirit of U.S. policy for the achievement of eQual housing opportunity throughout the nation. We encourage and support an affirmative advertising 
and marketing

Dear Revdex.com,
We are in receipt of the complaint generated by [redacted] regarding his home at the address noted above. We take this complaint, its resolution and our customer service very seriously. We also acknowledge this has been a frustrating experience for [redacted] which we do...

apologize for. We have been working with, and will continue to work with the [redacted] to address all outstanding items. 
We also take the feedback regarding our sub-contractor’s performance just as seriously. Ryan Homes has taken remedial action with the subcontractors involved with the performance issues noted. We are very disappointed he experienced the items mentioned, and have taken actions to prevent it from occurring again.
We do acknowledge [redacted] has had service issues with the home. He does note in his letter that we have come out to address most of them. At this time the only remaining items of work, or concern, we are aware of are the following:
1. Condensation on the master bath exhaust fan.
2. Water Hammer noise from the washing machine piping.
3. Our 1 year drywall inspection and touch-up.
4. Concerns regarding the yard grading. 
Regarding each item, prior/future action plans are as follows:
No. 1 – Condensation on the master bath exhaust fan. We are scheduled to inspect this item on Wednesday 8/20/14. 
No. 2 – We have previously placed 2 water hammer arrestor devices on the supply lines to the washing machine. This was done on 6/26/14. We were made aware on 8/11/14 the noise is still present. We have scheduled a plumber to visit the home on 8/20/14 to inspect and make further adjustments.
No. 3 – The 1 year drywall inspection and touch-up. This item can be scheduled by the homeowner at any time during the 1st year. We have extended the allowed time frame for the [redacted] inspection thru the 1st quarter of 2015.
No. 4 - The grading of the yard was done in accordance with the county approved site plans, the county approved building permit and in accordance with the plot plan provided to the customers prior to construction beginning. The completed work was inspected and surveyed by an engineer in June of 2014. It was found to be in accordance with the plans. A certified plat showing this was provided to the customers in June. On August 10th, at the request of the homeowner, a [redacted] from Hanover County inspected the grading of the yard. We were present for the inspection. The County indicated there were no grading concerns evident.  
We hope the information provided in this letter satisfactorily addresses the concerns raised by our customer. Ryan Homes will continue to stand behind our product and we will continue to work towards satisfactory resolution for any items present and future in the [redacted] home.
Please contact me directly with any question on this matter.
Sincerely,
[redacted], V.P.
Ryan Homes
Richmond, VA

Dear [redacted] 
I am writing in response to Revdex.com Case #[redacted]. The letter
from the Revdex.com was the first we have heard about an issue from
anyone in the neighborhood. Our goal is to make sure that all of our communities
have a warm...

inviting feel for not only our existing customers, but other
existing homeowners and prospective customers. We want the community members to
be proud of their homes and the neighborhood in which they live.
There are certain items we are required to have onsite by
the[redacted],[redacted], and county in which we are working. We are committed to following
all applicable regulatory guidelines, and sometimes we are forced to put these
near existing homes. When placing these near existing homes we strive to
maintain these regulatory devices or storage areas so that they aren't an
eyesore for the neighborhood. As of this morning, we have spoken with the
customer who filed the complaint. We came to an understanding of what Ryan
Homes would do moving forward to make sure the area around the concrete washout
and trailer would be as least impactful on them and their daily lives as
possible. They now have a direct number to reach out to me if they have any
concerns at any time.
As of this time we consider the complaint to be closed.
-Please let me know if you have any questions, or would like more information. 
Sincerely,
[redacted]

Ryan Homes takes pride in providing our customers with a great
home and great support after closing. The home in this case closed on 4/19/2007
and is over 7 years old. Our [redacted] went to this home and reviewing the
issues in question and provided information and support for resolution in the
most economical way for our customer.
1. back door trim was installed in pieces: Ryan Homes uses
[redacted] doors and the door jambs are made of a finger jointed pine. Over time
the paint can degrade with elements and allow moisture to impact the wood cause
moisture absorption. This is a homeowners maintenance item and not covered by
warranty. We recommend checking the caulking every 6 months and maintaining as
needed. Exterior wood surface will need to be painted every 2-3 years depending
on exposure. The exterior door in question had been recently painted and that
will seal the finger joint and protect your door for years to come.
2. Back door leaking: During our inspection with the homeowner
we discovered 2 areas of concern. The first being the window insert had a water
trail down from the glass frame. It was determined that was due to the
installation of the mini blind covering by the customer. This is not covered by
warranty. The second was the area at the bottom of the jams and mulls wherever the
wood meets the silver sill. We recommend checking the caulking every 6 months and
maintaining as needed. This is a homeowner maintenance item and not covered by
warranty. The customer was very receptive to our advice and had the caulking
gun out to address there critical areas even before we left. We applaud the
eagerness to act in the maintenance of the home.
3. Thermal Distortion of the siding due to reflecting from
the exposed glass of the 2 family room windows. This is an environmental
condition that Ryan Homes cannot control and it is not covered by warranty. As
a courtesy in May 2011, Ryan Homes provided and installed the top glad with
capillary tubes to help reduce the occurrence of thermal reflections off the
insulated glass. While it has helped, it was not 100% effective. Placing a
screen over the top glass to diffuse the reflection is one solution. I provided
the number to [redacted] in [redacted].
4. Front rails are loose: the front aluminum rails are loose
at the post where cemented into brick. I provided numbers to [redacted] to have them quote repairs. The condition observed after 7 years, is
not covered by warranty.
Ryan Homes is always happy to help our customers and I
provided my business card without corporate call center for customer to direct
all future inquiries to [redacted] or visit  [redacted]
Customer was receptive to the information and was very
cordial during out visit.
Thank you,
[redacted]

Review: -When we (my wife & I) went to Ryan Homes Sales Model and put a down payment of $3500.00, it was for Lot 104 in [redacted] in Crozet, VA. About a week or two after the payment and signing of the Contract, we were contacted by the Sales Rep and told they had to move us to Lot 105. On this lot is Power Generator on the front lawn. We told the Sales Rep we didn't want that in our front yard it looks bad. The Sales Rep then guaranteed us it would be Landscaped by Ryan Homes! We closed on 10/10/2013 and moved in on 10/14/2013 and it hasn't been done! I spoke with the [redacted] Manager and he said they were never told to do it! -Also, at the same time os this other issue, we asked the Sales Rep if we can have the right side of the House go all the way up to the top of the house with Stone instead of 2/3 of the way. The Rep replied that should be know problem, if so she will get back to us. Again, it's 10/16/2013 and it wasn't done! we were never called back! -Also, we were never told by the Sales Rep we would have a huge Manhole in the middle of the front yard for the Propane Tank! It looks horrible!!!

This is the Fourth Complaint I have with Ryan Homes/NVR Mortgages Inc, so far. Their service has been horrendous! This process started in March 2013 until Closing 10/10/2013. Since then our Original Interest Rate went up from 3.25 to 4.5%, costing us Thousands of Dollars over the years of the Loan. Putting that behind us, I expect to have no problems when I walk into my New Home on the 1st Day after Financing $330,000.00. However, I pulled the chain to the Ceiling Fan in the Master Bedroom and it broke off! It is two chains connected. Therefore, I reconnected it 2 more times and it still kept breaking off! I tried pulling on the small part of the chain connected to the Fan to change the speed, but it didn't work. I called Ryan Homes [redacted] Mgrs who told my wife and I during the Final Walk through, if we have any problems, to let them know and they will be there to fix it. But received a response of I need to go through the Manufacturer! Are you seriously kidding me??? A few hours in the hours, and I have to go out of my way because Ryan Homes used a horrible Mfger! That is their problem, not me! This is horrible service starting off the 1st Day!!!Desired Settlement: -I would like the Landscaping done around the Generator and Manhole! -I would like the Stone finished to the top of the House!

I want the Ceiling Fan Replaced. Obviously it's defective. Plus I think I deserve compensation since I had to take care of it myself!

Business

Response:

Dear [redacted],

This letter is to serve as a response for a complaint

registered with your agency.

Revdex.com Case # [redacted] Ryan Homes

Complaint Involves: Selling Practices

Our [redacted]manager reviewed and resolved a list of items

that were presented by the customer and ensured that the customer was

satisfied.

Our [redacted] manager reviewed the front elevation of the

home to ensure that it is consistent with the architectural plans and confirmed

that those were selected by the customer.

At Ryan Homes we pride ourselves in three key areas, our

commitment to customers, our consistent quality, and our personalized approach.

As of November 4th the customer confirmed that they were satisfied

and content.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In the Letter you received from [redacted], it is Deceiving you, which in essence is FALSE! What he is referring to, is EVERY home owner from Ryan Homes gets a 30 Day inspection. At that time you give them a list of items which need to be repaired inside the home. Example: broken door handle, window doesn't lock, toilet doesn't flush and so on. Therefore, [redacted] is trying to tell you ONLY I gave a list of what was wrong and they corrected it. This is bad business on his part! I know he wants to save his job so he will say anything not to fix what was promised.

[redacted] doesn't address the issues in his Letter. We never agreed to the Stones going 2/3rd of the way up the House. Having the Generator on our property without it being Landscaped around it. having not been told about the Man Hole Cover on the Front Lawn without Landscaping around it! Actually at the Closing, my wife and I, asked [redacted] and [redacted], the [redacted] Manager and his assistant, why the Stones didn't go all the way up like the house next to the Model Office, which we were promised? We also asked why wasn't there mulch and bushes/plants/flowers around the Generator, like we were promised for switching Lots? The answer we received was "[redacted] never told us about it". So basically, it was promises which were not intended to be kept. "False Advertisement" or "Fraud". We asked [redacted], where did this Man Hole Cover come from? We were NEVER told about it. The reply was "you can put mulch or bushes to cover it up". We asked, "We have to do it? Not Ryan Homes?" The answer was "Yes".

So you can see, this was not the 30 Day inspection which [redacted] is leading you to believe. This was at Closing on 10/10/2013. A month and a half before the list.

If you look up the Reviews about Ryan Homes. You will see they have Numerous Complaints about them. In those Complaints, a majority are they make promises and don't keep them. This is obviously another case. I understand, fixing the Stones would be a big repair. However, they could have at least Landscaped the Generator and Man Hole Cover. As far as the chain on the Ceiling Fan, you can disregard that. I called the Manufacturer and they repaired it.

I'm hoping this can be resolved by Revdex.com or I will be forced to File Civil Law Suits against Ryan Homes.

Attached are pictures of the Generator and Man Hole Cover, showing how easy they could have taken care of it.

Regards,

Business

Response:

After speaking with [redacted] from the company on 12/12/2013 he stated the company is going to mulch and landscape around the utility box and they will put some mulch around the propane tank cover. The company will contact the customer to make the arrangements.

Review: In good faith, I went into a contract with Ryan homes for a property in Virginia on 14th Jan 2013. While the house is still under construction, I was taken aback by an obvious discrepant brick color after a site visit. When I brought this issue to appropriate personnel, he inspected the property to report back that there was no problem, telling me that slight variation in brick color is normal, and I was wrong in my judgment. With further pursuing this matter I came to know through my Realtor that I was not alone and several other people were facing similar difficulties surfacing from lack of quality control. As part of ongoing investigation of my property, the brick color assignment was found to be at fault. No one from Ryan homes corresponded with me about this investigation and its finding. After continued persistence I could arrange for a meeting with a representative. I was informed that the problem is due to brick manufacturer, and Ryan the homes is not responsible for it. The brick manufacturer will correct this fault by staining the brick to look like my choice. This solution is not acceptable to me; first because, I do not want brick to be stained as I have lost trust and will not take any chance and secondly, as I have agreement with Ryan homes for a product and not from individual subcontractors of the company. After I have purchased the product any and all issues would be my liability. These are serious concerns for me as a home owner from a long term perspective.I fail to see commitment to accept responsibility and commitment to stand behind their product or improve costumer experience. Also, reply from the Ryan homes representative voices lack of quality control as well as accountability of their product. When I complained about the flush sound which traveled into the family room when used on the upper level. The answer I got was that this is sound is normal and present in every home with Ryan homes, and the company will not insulate the pipes just for me. I see these incidencIn good faith, I went into a contract with Ryan homes for a property in Virginia on 14th Jan 2013. While the house is still under construction, I was taken aback by an obvious discrepant brick color after a site visit. When I brought this issue to appropriate personnel, he inspected the property to report back that there was no problem, telling me that slight variation in brick color is normal, and I was wrong in my judgment. With further pursuing this matter; I came to know through my realtor that I was not alone, and several other people were facing similar difficulties surfacing from lack of quality control. As part of an ongoing investigation of my property, the brick color assignment was found to be at fault. No one from Ryan homes corresponded with me about this investigation and its finding. After continued persistence, I could arrange for a meeting with a representative. I was informed that the problem is due to brick manufacturer, and Ryan the homes is not responsible for it. The brick manufacturer will correct this fault by staining the brick to look like my choice. This solution is not acceptable to me; first because, I do not want brick to be stained as I have lost trust and will not take any chance and secondly as I have an agreement with Ryan homes for a product and not from individual subcontractors of the company. After I have purchased the product any and all issues would be my liability. These are serious concerns for me as a home owner from a long term perspective.I fail to see a commitment to accept responsibility and commitment to stand behind their product or improve costumer experience. Also, reply from the Ryan homes representative voices lack of quality control as well as accountability of their product. When I complained about the flush sound which rumbled into the family room when used on the upper level. The answer I got was that this is sound is normal and present in every home with Ryan homes, and the company will not insulate the pipes just for me. I see these incidences as a tip of the ice berg; this has shattered my trust and I worry for every part of the product. The production manager seems to discount every feedback given to him, and I see the product company as shying away from taking responsibility or being accountable.Desired Settlement: Ryan home should take responsibility of this oversight and failure of quality control. They should refund back price of the brick veneer front included in the price of the house. They should, also compensate for my time ,inconvenience and making me live in a house which is not to my perfect liking.

Business

Response:

**.[redacted]

This letter is in reference to Revdex.com Case #[redacted]- Ryan Homes, from [redacted]. **.[redacted] is a customer in our [redacted] subdivision. He along with another customer brought an issue to our attention that he thought his brick was the wrong color. After confirming with the brick supplier that the brick installed was per his selection, he indicated that the overall color was correct, but there weren't enough of the accent bricks in the brick veneer. At this point the brick manufacturer, [redacted], sent a sales representative to inspect the brick. The sales representative acknowledged that there was a color variation outside of [redacted] tolerances. Per industry standards [redacted] gave the customer two choices; do nothing, or stain the brick veneer to what the customer selected. It was fully explained to the customer that when the bricks are stained it is not something they will need to maintain. The staining process is warranted for 40 years, and the brick is warranted for 101 years.

The work was scheduled to be completed prior to **.[redacted] closing, but about a week prior to he indicated that he didn't want the work completed. He said he would rather have a deck and fence built instead of the brick being stained. The deck and fence wouldn't fix the issue that his brick wasn't what he selected and wanted. As stated earlier we were willing to stain the brick to fix the problem, but we were not willing to do something that had nothing to do with the problem.

**.[redacted] also brought to the attention of our management team the audible sounds of the toilets flushing, and the water draining through the pipes. After making an inspection in his house it was deemed that the noise was acceptable. Standard building practice is not to insulate plumbing drain lines, and the 2009 International Residential Code, which is the building code currently enforced in Virginia, does not require the pipes to be insulated.

Prior to **.[redacted] closing, various members of the Ryan Homes management team had many conversations with him about these matters. We clearly stated our position, and the reasons behind our position. Let us know if you have any questions.

Sincerely,

Review: Ryan Homes built my house last year. It was completed in October 2013. Defects were evident on the first night in the home (drywall issues and duct work issues). Over the course of the last 9 months in the home numerous issues have continued to occur (pipes rattling in the wall, creaky flooring, uneven flooring, leaning brick work, unstable knee wall, poor paint job, crack in cement block under house, crack in molding inside house, bad light switch, scratch on face of dish washer, molding that was not put on kitchen cabinets, oval shaped dryer vent). Honestly, the list goes on and on. Ryan Homes has come out to fix most issues. Some have needed re-doing. Subcontractors have been late for appointments, shown up unannounced, attempted to take property from our house, used our ladder (because they didn't bring their own) without asking permission, been "no shows" for appointments, contradicted Ryan Homes reps with regard to what the best fix was for an issue, called my wife a liar, etc. That list goes on and on as well. The low quality in materials and services utilized to build this house and the minimization of the issues by Ryan Homes is the reason for this complaint. I wrote a 6 page letter to Ryan Homes about the issues with the subcontractors and never received one phone call inquiring of any further details about any of the incidents mentioned above. There is no way any further investigation into what exactly occurred (especially when someone tries to take property from our house) was done when no further details about what exactly occurred was asked of us. Also, in the 6 page letter I've already mentioned I very clearly stated that I did not want a particular subcontractor to do any more work in my house due to the fact a supervisor with that company essentially called my wife a liar. I had also made it clear in person to Ryan Homes employees that I did not want that company to perform any work in my house. Just two weeks ago that company was sent to my house to perform drywall work. I have been living in this house for 9 months and there are still issues that need to be fixed. I expect some issues with a new house, nobody is perfect, but this is beyond reasonable with regard to the amount of issues this house has had and continues to have.Desired Settlement: I want Ryan Homes to compensate my wife and I for all of the time we have had to spend making appointments for repairs, being at home for the repairs (and missed appointments), and discussing all the issues with Ryan Homes about this hosue. I also do not believe the product delivered is worth anything close to what I paid.

Business

Response:

Dear Revdex.com,

We are in receipt of the complaint generated by [redacted] regarding his home at the address noted above. We take this complaint, its resolution and our customer service very seriously. We also acknowledge this has been a frustrating experience for [redacted] which we do apologize for. We have been working with, and will continue to work with the [redacted] to address all outstanding items.

We also take the feedback regarding our sub-contractor’s performance just as seriously. Ryan Homes has taken remedial action with the subcontractors involved with the performance issues noted. We are very disappointed he experienced the items mentioned, and have taken actions to prevent it from occurring again.

We do acknowledge [redacted] has had service issues with the home. He does note in his letter that we have come out to address most of them. At this time the only remaining items of work, or concern, we are aware of are the following:

1. Condensation on the master bath exhaust fan.

2. Water Hammer noise from the washing machine piping.

3. Our 1 year drywall inspection and touch-up.

4. Concerns regarding the yard grading.

Regarding each item, prior/future action plans are as follows:

No. 1 – Condensation on the master bath exhaust fan. We are scheduled to inspect this item on Wednesday 8/20/14.

No. 2 – We have previously placed 2 water hammer arrestor devices on the supply lines to the washing machine. This was done on 6/26/14. We were made aware on 8/11/14 the noise is still present. We have scheduled a plumber to visit the home on 8/20/14 to inspect and make further adjustments.

No. 3 – The 1 year drywall inspection and touch-up. This item can be scheduled by the homeowner at any time during the 1st year. We have extended the allowed time frame for the [redacted] inspection thru the 1st quarter of 2015.

No. 4 - The grading of the yard was done in accordance with the county approved site plans, the county approved building permit and in accordance with the plot plan provided to the customers prior to construction beginning. The completed work was inspected and surveyed by an engineer in June of 2014. It was found to be in accordance with the plans. A certified plat showing this was provided to the customers in June. On August 10th, at the request of the homeowner, a [redacted] from Hanover County inspected the grading of the yard. We were present for the inspection. The County indicated there were no grading concerns evident.

We hope the information provided in this letter satisfactorily addresses the concerns raised by our customer. Ryan Homes will continue to stand behind our product and we will continue to work towards satisfactory resolution for any items present and future in the [redacted] home.

Please contact me directly with any question on this matter.

Sincerely,

[redacted], V.P.

Ryan Homes

Richmond, VA

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The letter from Ryan Homes does not address compensation. They have recently contacted me via phone about compensation. I do not know whether this is something they are actually going to follow through with or not.

Regards,

Review: Moisture in concrete slab has caused the hardwood flooring to warp, surface damage, and mold. [redacted] representative confirmed that there is high level of moisture in the floor area on December 10,2013. However, Ryan Homes representative said, "It was surface damage. They will not fix it or responsible for the repairs. Or pull the flooring to investigate further".Desired Settlement: I would like to have the hardware flooring repaired with no cost to homeowner.

Business

Response:

Dear [redacted],
I am writing in response to Revdex.com Case #[redacted]. We received a complaint from the customer of water damaged flooring in the kitchen, and one of our service representatives went to inspect the house. The customer closed in July of 2012, and there have been no service tickets indicating previous issues with moisture of any kind.
There appeared to be surface water damage only, but we had [redacted] inspect the house as well. It was determined by [redacted] that there was an area in the corner of the kitchen that was wet. Other areas where the customer indicated that there were problems were checked as well, with no moisture or evidence of damage found.
Our service department then met with the customer again, and it was clear that a potted plant had been sitting in the area that was wet. The pan had overflowed or leaked and damaged the floor over time. The size of the three potted plants now located in the front room are approximately the same size as the area of damaged floor in the kitchen. To make sure that there were no other sources of moisture we inspected the inside and exterior wall near the wet areas, including the removal of siding to look for damage. We were unable to find any damage or other areas of potential access for moisture. There are no internal sources of water in the house near the damaged area of flooring. Our service representatives advised the customer that there was no sign of a workmanship issue or
possible cause of this damage related to the construction of the house. We advised her that this was not a warrantable issue and we feel (as [redacted] did) that this was topical water damage, not water seeping upward. We offered to give her a contact for the flooring company if she would like to have it repaired.
At this point we consider the matter closed with no more action to be taken. Please let me know if you have any questions, or would like more information.

Review: My wife and I closed on our Ryan Homes townhome in 9/2010. Less than 3 1/2 years later our roof is leaking and the leak has caused damage to the interior of our home. Because the leak went first into a closed off second story crawl space there was some damage that occurred before we ever became aware of the leak. Our [redacted] repaired the leak which they say was the result of a defective shingle on the roof that had a hole in it. There are no trees or anything else in the area that could have damaged the roof shingle after installation. Ryan Homes says that it isn't/wasn't a defective roof shingle but damage to the seal around the hot water heater vent. They blame the [redacted] for not doing regular roof inspections. Ryan says they are not responsible for the damage to the interior of our home. They have not been on the roof nor did they repair the leak but, despite that, they contradict the opinion of the [redacted] who went on the roof, found the problem and repaired it. We have filed a claim with our insurance company but will have to pay the 500 dollar deductible on getting the damage repaired.Desired Settlement: We want Ryan to pay the 500 dollar deductible for repairs to the interior of our home because of the leak in our roof that shouldn't have happened.

Business

Response:

Dear [redacted],

I am writing in response to Revdex.com Case #[redacted]. We received a complaint from the customer of water damage in the home due to a leak in the roof, and one of our service representatives went to inspect the house. The customer closed in September of 2010, and there had been no service tickets indicating previous issues with roof leaks. The community in which the customer resides is condo style ownership. All exterior features are covered and maintained by the [redacted]. The [redacted] is responsible for inspecting and repairing damage to shingles, and for inspecting areas around pipes that penetrate through the roof. These areas should be inspected on a yearly basis, and fixed if there are any gaps or cracks in the sealant. Someone from the [redacted] inspected the roof, but claims to have found shingle damage. If there was shingle damage previously, then the leak would have been evident prior to this year.

Our service representatives made a visual inspection of the roof, and they were able to see that there were gaps around the pipe penetration. They advised the customer of the issue, and that they should contact the [redacted] to seal the gap properly. We advised the customer that this was not a warrantable issue, rather a maintenance issue. Please let me know if you have any questions, or would like more information.

Ryan Homes

"We are pledged to the. letter and spirit of U.S. policy for the achievement of eQual housing opportunity throughout the nation. We encourage and support an affirmative advertising

and marketing

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

In response:

[redacted] states, “Our service

representatives made a visual inspection of the roof, and they were able to see

that there were gaps around the pipe penetration. They advised the customer of

the issue and that they should contact the [redacted] to seal the gap properly.” No one from Ryan Homes made a visual

inspection of the roof. Further, once

the [redacted] replaced the faulty shingle the leaking stopped completely, without

anything being done to gaps around a pipe.

Re: shingle damage, [redacted]

states, “if there was shingle damage previously then the leak would have been

evident prior to this year”. The leak

was, according to the [redacted] worker who did the repair, slow and went first into a

second story crawl space with some of the water being absorbed by

insulation. I am not sure, under these

circumstances, how [redacted] can conclude that we would have had to know of the

leak sooner if the problem was a faulty shingle. Both the [redacted] Maintenance employee and the

contractor I have hired to do the repairs noted that there are rusty nails as a

result of longstanding exposure to water.

I can’t say for certain that this first occurred during the first year

of our homes existence of course. I

would be interested in hearing whether [redacted] has alternative explanations

for how a 3 ½ year old roof shingle can suddenly have nail hole in it.

Re: the one year warranty on our

roof, I have consulted a licensed contractor who advised that our damaged

shingle is covered by the statute of repose which protects us against faulty

construction for 5 years.

I have gotten an estimate

for the damage to our house as a result of the leak in our roof. The total is 4800 dollars. I would be glad to provide a copy to Revdex.com and/or

Ryan Homes. All I am asking from Ryan

Homes is the 500 dollars I would otherwise have to pay for the deductable. All evidence and information indicates

overwhelmingly that Ryan Homes used a damaged shingle in the construction of

our home and that damaged shingle has caused damage to the inside of our home. I am sure these things happen from time to

time and am sure this is not a negative reflection of the quality of Ryan

Homes. The Ryan Homes representatives

who interacted with us prior to closing on our home repeatedly told us how Ryan

stands behind their product and workmanship.

It is time to make good on that claim.

Regards,

Review: My husband and I purchased our home on August 30, 2012. Since then we have had 3 leaks upstairs in our laundry room within the first year. The first time we called customer service to fix this problem they had someone to fix the drywall and someone to look at the outside of the house on the roof. We were told that something was not nailed down but have been taken care of and the problem was solved. The second time we had a leak in the same area they went into the atic and said that they found a little water had come through but nothing major so I asked if the fiber glass was damage because if so, I want it replaced to avoid any mold or mildew but was told all was good. Now here we go again, another leak in the same area but this time they went in the atic again and found where the water was coming in and this problem is suppose to be fixed now, we will see. Last week we were told that the gas company needs to dig a large hold in our yard to run a gas line cross the street to another home they just completed and we were not happy about this because we have spent lots of money on the up keep of our lawn and we just had an irrigattion system put in 1 month ago which costed us over two thousand dollars. We were told that Ryan Homes would make sure that new sod would be replaced in the area of the dig and that our irrigation system would not be damaged. After the dig and the replacement of the soil the irrigation line was not placed correctly. When the system was turned on it was leaning to the left so I informed Ryan Homes of this problem on 8/1/13 around 7:30am and they said they will have it placed correctly. After returning home that evening we turned the system on and it worked ok but when we turned the system off all heads went down like they suppose to accept for the one that was pulled out for the dig.I called Ryan Homes today 8/2/13 to inform them of this problem and was told that this is not their problem. We are completely frustrated with Ryans Homes and had to pay $50 to have it repaired.Desired Settlement: We would like Ryan Homes to refund us $50.00 for a repair of our irrigation system and I have requested to have the documentation of the 3 leaks we have had in our house and still have not received it. So we would like to have this as well for any future leaks in that same area.

Business

Response:

[redacted],

Thank you for your recent letter regarding [redacted] and [redacted]. I have talked with several employees who have been involved with this customer. With regard to her sprinkler issue, [redacted] needed to access the lines in the easement on her property. In order to do this, they disturbed the [redacted] lawn. Even though Ryan Homes is not involved with [redacted] with respect to this activity, and had nothing to do with this transaction, the Project Manager was willing to re-grade and re-sod the affected area as a courtesy to the customer. He also repositioned a sprinkler head at the customer’s request. When the repositioning was not to the customer’s exact expectations, she became very combative and refused to talk with anyone at [redacted] or allow our sprinkler contractor onto her property to make any adjustments. She demanded that Ryan Homes pay for her sprinkler company to adjust her sprinkler head. After the Production Manager explained that Ryan Homes was not involved with the damage to her lawn, went above and beyond the call of duty by repairing her yard free of charge, and is not responsible for this charge, she concluded the conversation and maintained that she did not want us to have our contractor to make any further adjustments. With respect to the roof leak mentioned, it originally surfaced in the Feb/March 2013 timeframe and appropriate actions were taken to rectify what appeared to be the issue. The leak surfaced again in April, so additional measures were taken to prevent additional leaks. When it became an issue again in June, the Service Manager investigated even further to dig into the root cause of the issue, took additional measures to prevent further leakage, and issued the customer an extended warranty on that issue (extending the warranty to 2 years after the original settlement date). There haven’t been any leaks that we have been made aware of since June. Please let me know if you have any additional questions. [redacted]

Administrative Office Manager – [redacted]

-----

Review: the wood that they put on my french door they found pieces and put it together big cuts in the wood that they put on the french door french door is leaking and water in coming in on my hardwood floor and it is damadge it the hand rails are lose and coming down the silding on the back on the house is melting on the backDesired Settlement: to repair all the damadge the hardwood floor sidling french door that leaking and repair the wood and put good wood that is not cut in pieces

Business

Response:

Good morning,

I wanted to take a moment and update you on Ryan Homes response to the above complaint. As of 6/2/2014 we have made contact with the customer and have a meeting scheduled to inspect the issues. We will update you once we have met with the customer.

Sincerely,

-----

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The customer states that she has not been contact after the business first reached out to her and that nothing has been done and that the business will not set a time up with her to help her with her issues.

Business

Response:

Ryan Homes takes pride in providing our customers with a great

home and great support after closing. The home in this case closed on 4/19/2007

and is over 7 years old. Our [redacted] went to this home and reviewing the

issues in question and provided information and support for resolution in the

most economical way for our customer.

1. back door trim was installed in pieces: Ryan Homes uses

[redacted] doors and the door jambs are made of a finger jointed pine. Over time

the paint can degrade with elements and allow moisture to impact the wood cause

moisture absorption. This is a homeowners maintenance item and not covered by

warranty. We recommend checking the caulking every 6 months and maintaining as

needed. Exterior wood surface will need to be painted every 2-3 years depending

on exposure. The exterior door in question had been recently painted and that

will seal the finger joint and protect your door for years to come.

2. Back door leaking: During our inspection with the homeowner

we discovered 2 areas of concern. The first being the window insert had a water

trail down from the glass frame. It was determined that was due to the

installation of the mini blind covering by the customer. This is not covered by

warranty. The second was the area at the bottom of the jams and mulls wherever the

wood meets the silver sill. We recommend checking the caulking every 6 months and

maintaining as needed. This is a homeowner maintenance item and not covered by

warranty. The customer was very receptive to our advice and had the caulking

gun out to address there critical areas even before we left. We applaud the

eagerness to act in the maintenance of the home.

3. Thermal Distortion of the siding due to reflecting from

the exposed glass of the 2 family room windows. This is an environmental

condition that Ryan Homes cannot control and it is not covered by warranty. As

a courtesy in May 2011, Ryan Homes provided and installed the top glad with

capillary tubes to help reduce the occurrence of thermal reflections off the

insulated glass. While it has helped, it was not 100% effective. Placing a

screen over the top glass to diffuse the reflection is one solution. I provided

the number to [redacted] in [redacted].

4. Front rails are loose: the front aluminum rails are loose

at the post where cemented into brick. I provided numbers to [redacted]

[redacted] to have them quote repairs. The condition observed after 7 years, is

not covered by warranty.

Ryan Homes is always happy to help our customers and I

provided my business card without corporate call center for customer to direct

all future inquiries to [redacted] or visit [redacted]

Customer was receptive to the information and was very

cordial during out visit.

Thank you,

Review: Good Evening,

I have had an ongoing problem with a Ryan Homes site location going on two years now. I bought my home in June 2012. Shortly after Ryan Homes began building homes on my street near my house. A cement dump site and large cargo container were dropped in the lot directly across from my front door and driveway. I was unhappy with this eye sore and contacted Ryan Homes to ask if these things could be moved. I advised that along with the container to hold all their extra materials, they were dumping pieces of wood, broken windows and sinks along with other debris all around this container. These items have stayed in this location for two years, and a house is not being built at this location. I was advised at this time that there isn't another location for them to move these items to but they have so many lots not in the way of a house to use. So no other homeowner is inconvenienced. I asked if they could at least pick up the trash and unused materials laying around the container but it has just grown in size. A dumpster was added to the location and dropped off across from where I park one of my vehicles on the road and has been in this location for almost two months. Again, they are not building at this lot but bring all the trash to sit in front of my house. I constantly have mud in the street from the concrete trucks pulling in and out of the mud to dump the concrete and they use my driveway to back in and out of the lot. They don't come and sweep up the dirt but once a month and I track it up my drive. Last weekend we were advised by our inlaws who were house sitting while we were out of town, an employee came to our door asking to move our vehicle from in front of our house so they could get what they needed from the site. They were not able to move the vehicle because they did not have keys to do so. This is our home and our property is an inconvenience for them to work around and they come to our door asking us to move but we have had to suffer and live with the commotion and trash on a daily basis in front of our house. This morning while backing out of my driveway to go to work, an employee in a white truck pulled up across from my driveway to drop off windows at the container blocking me from easily pulling out of my drive. He saw me pulling out and did not care and left me little room to pull out. Later this evening a second dumpster has been dropped off behind the one already there and the second dumpster was placed directly across my driveway and I now can't barely get my vehicle out of the drive without turning and reversing multiple times slowly creeping my car into the road. My husband has called and left a message with the only number we could find which is an office number as we have not been able to locate a contact to write or call to voice our concerns. We have not had resolution with this mess across the street for two years and it is a hindrance on our home life. We ask to receive assistance contacting upper management in the company who are unaware of the negative experience we have had over the years and hope that it can be resolved. No one should have to live with a holding lot for everything a builder needs for years until a community is finished. Even locations where houses are being built only have materials around the site for a few months at max and are kept as clean as possible. I have been living with it for two years and can't imagine continuing to have this stuff in front of my house for the years to come. There are young children who play down here and I myself will soon have a newborn and the commotion caused by this location is heard in my house from the constant trucks coming in and out along with the embarrassment I have when family and friends visit and inquire to me on the mess across from my house.Desired Settlement: I believe the company has a responsibility to the care and service provided to homeowners in the area where they are building. There isn't a contact for any concerns and also seems they don't really care. I ask for the concrete dump site be removed from in front of my house. I also ask that the cargo container and any other materials, dumpsters, or trash be removed from in front of my house. I ask to please keep the street clean from dirt, gravel, and debris. I have lived with this dump site for two years, without any care from the site manager how it looks or interferes. Please address these concerns. Please don't keep it going, please remove this stuff and create a positive, caring experience, where homeowners know Ryan Homes cares about their business and community.

Business

Response:

Dear [redacted]

I am writing in response to Revdex.com Case #[redacted]. The letter

from the Revdex.com was the first we have heard about an issue from

anyone in the neighborhood. Our goal is to make sure that all of our communities

have a warm inviting feel for not only our existing customers, but other

existing homeowners and prospective customers. We want the community members to

be proud of their homes and the neighborhood in which they live.

There are certain items we are required to have onsite by

the[redacted], and county in which we are working. We are committed to following

all applicable regulatory guidelines, and sometimes we are forced to put these

near existing homes. When placing these near existing homes we strive to

maintain these regulatory devices or storage areas so that they aren't an

eyesore for the neighborhood. As of this morning, we have spoken with the

customer who filed the complaint. We came to an understanding of what Ryan

Homes would do moving forward to make sure the area around the concrete washout

and trailer would be as least impactful on them and their daily lives as

possible. They now have a direct number to reach out to me if they have any

concerns at any time.

As of this time we consider the complaint to be closed.

-Please let me know if you have any questions, or would like more information.

Sincerely,