Stanley Martin Companies

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate the company willing to satisfy my request to no longer receiving advertising material about their company and affiliate products, services and literature.Regards, [redacted]

April 10, 2014Dear [redacted] :This letter is in response to your letter dated April 7, regarding the above-referenced matter.Please be advised that we were unaware that ** [redacted] was still on any of our mailing lists, as we did not intend to send him any further communicationsWe have now confirmed that ** [redacted] has now been removed from all of our mailing lists, including one mailing list that he had inadvertently remained on.Sincerely,

April 24, 2015
Dear *** ***:This is in response to your recent letter dated April 21, regarding *** ***'s concerns about siding damage at her homePursuant to our warranty, which *** *** agreed to in her new home sales contract, Stanley Martin Companies repairs
warrantable siding during the first year of the warrantyThe one year warranty for this home expired on February 19, This siding issue was not reported during the warranty period and was first reported to Stanley Martin in March 2015.Accordingly, this is to confirm that Stanley Martin has fulfilled our obligations under the warranty and since this damaged siding concern was not reported to us until four years after the warranty expiration period, we will not be taking any further action with respect to the foregoing concernsIn attempt to assist the homeowner, we did provide the information for the manufacturer, to allow for **and *** *** to pursue a claim for replacement siding under the manufacturer,Please do not hesitate to contact our office should you have any further questions regarding this matter.You can contact me via telephone at ###-###-#### or on email at ***@stanleymartin.com.Sincerely,
Jennifer K
Warranty Administrative Manager

We are in receipt of your letter dated April 28, regarding the above-referenced matter and have the following responses to the items noted by Ms*** Ms*** signed a New Homes Sales Contract on November 23, to purchase a home from us at our *** *** *** neighborhood
Please note that the contract that Ms*** signed did not include a financing contingencyWhen Ms*** signed the contract, she posted an earnest money deposit in the aggregate amount of $20,Ms*** paid a portion of the deposit in cash in the amount of $2,and executed a promissory note for the remaining deposit amount of $17,500, which was due no later than January 12, Ms*** subsequently made a partial payment under the note in the amount of $6,and, accordingly, the current outstanding amount that she still owes us under the note is $11,500. On April 26, 2016, we received an email from her realtor stating “I just received word from my lender that he cannot approve Ms*** for the loan amount of the home" He tried to work around the complications but unfortunately there was nothing more he could do.” In that email, Ms***'s realtor also said “I understand a contract is not contingent upon financing..." As mentioned above, and as admitted to by Ms***’s agent, the contract was not contingent on financing and, upon Ms***'s election not to proceed with the purchase of the home, Stanley Martin has the right under the contract to retain the entire depositPlease bear in mind that Ms*** still owes Stanley Martin the amount of $ 11,under the deposit note. Accordingly, we reserve our rights under the contract to retain the deposit and to receive the remaining amount that Ms*** owes as with respect theretoNotwithstanding the foregoing, we would be willing to entertain a settlement with Ms*** whereby we would retain the cash amount of the deposit already posted by Ms*** and forgive the remaining amount due under the promissory note subject to the execution of a mutual release by the parties,Sincerely,
Stuart MG***
Executive Vice President and General Counsel

We are in receipt of your letter dated October 11,regarding the above-referenced matter and have the following response to the items noted by Ms***:
Please note the correspondence between Courtney P*** and Jessica L*** of Stanley Martin Homes and Alexandria ***,
the purchaser of lot *** at Bradley SquareMs***'s contract was written on August 9, MsP*** left messages with Ms***'s to schedule her design choices at the Design Center on August 8th, September 7th, and September 22nd with no responseKatelyn C*** of Stanley Martin Homes, her sale manager, then reached out to Ms*** to schedule an appointmentMsP*** finally spoke with Ms*** at the end of September and a tentative browse appointment was scheduled for October 12thMs*** emailed Courtney the evening before the appointment and cancelled and stated she was having "issues with Stanley Martin" but did not provide detailsOn October 12th, Ms*** went to the corporate offices in Reston to speak with someone and file a complaint, she was then given Jessica L***s' contact informationI spoke with Ms*** and her sister on October 15thWe resolved her issue and added a basement exit which was reviewed at time of contract but she did not understandAfter coming to an agreement we spoke about the pressing matter of the Design Center and her choices for her homeMs*** told me she would make herself available on Friday October 21stShe then communicated to MsP*** that her next available time was to visit the Design Studio was October 3rd at 3:PMDue to the urgency of getting selections completed I reached out to her again on October 2nd and explained that it was too late and we would not be able to make the settlement date of December that she contractually committed to due to her not selecting her items from the Design StudioI spoke with MsP*** and offered Ms*** more days and times the week of October 10th and anytime SundayHer response was that she was busy and none of those times worked and she and MsP*** were scheduled already for the 3rd of OctoberI emailed her the evening of October 2nd and asked that she pick one of the days offered and to please respond in the morningHer response late last night was she could make Monday, October 24th at 3:30pm, or Wednesday, October the 26th at 3pmThose were not initially times that were offered by MsP***As you can see, we have been in constant communication with Ms*** trying to come to a resolutionWe hope that Ms*** will proceed to settlement on the purchase of her home in accordance with their obligations under the contract, please be aware that Stanley Martin will not be taking any further action with respect to the above referenced complaint filed with your organization.
Sincerely,
Jessica L***
Vice President Sales and Marketing

February 11, Dear *** ***:This is in response to your recent letter dated January 30, regarding *** ***'s concerns about drywall settlement cracks in his homePursuant to our warranty, which *** *** agreed to in his new home sales contract, Stanley Martin Companies
repairs warrantable drywall settlement cracks one time only during the first year of warrantyThis warrantable drywall work was conducted in August of for this homeNonetheless, when *** *** contacted us on January 8, with additional concerns about his drywall, in the interest of customer satisfaction we sent one of our *** Service Managers, Charles L***, to re-inspect his home on January 28, 2015, at which time *** *** was informed by MrL*** that no further action would be taken since the drywall repairs had all been completed previously pursuant to the warranty and that further cracks are not unusual as a home continues to settle and would be considered homeowner maintenance itemsAfter additional contact from *** *** requesting that a member of management respond to his concerns, we dispatched one of our Senior Area Service Managers, Kevin Y***, to further re-inspect *** ***'s concerns on February 5, Although MrY*** also determined that no further action should be taken regarding the drywall settlement, as a measure of our good faith he nonetheless offered to make certain repairs on a discretionary basis to a limited area of the drywall, however, *** *** was not satisfied with the offer and declined the work.Accordingly, this is to confirm that Stanley Martin has fulfilled our obligations under the warranty for this home by completing the appropriate drywall repairs last August and, in the interest of customer satisfaction, we have even since inspected *** ***'s home on at least two occasions and have confirmed that no additional action is warranted with respect to the foregoing concerns.Please do not hesitate to contact our office should you have any further questions regarding this matterYou can contact me via telephone at ###-###-#### or on email at Keeslingicostanleymartin.com.Sincerely,Jennifer K
Warranty Administrative Manager

February 26, Dear *** ***:This is in response to your recent Idler dated February 23,regarding *** ***'s further concerns about drywall settlement cracks in his homePlease refer to Page 4, Section of the - 10 Home Buyers Warranty Manual, which *** *** agreed to in his new home sales contract, which states the following“The Builder/Seller shall have the option to repair, replace or pay you the reasonable cost of the repair of any DefectThe design, method and manner of such repair shall be within the sole discretion of the Builder/Seller or Warranty Insurer, as applicable“On February 5,2015, despite the fact that the applicable warranty had already expired, our Senior Area Service Manager Kevin Young agreed to do certain drywall repairs as a courtesy to *** ***, however, *** *** refused the work due to his disagreement with our method of repair.Since the method of repair is within our determination pursuant to the warranty, this is to confirm that Stanley Martin has fulfilled our obligations under the warranty for this homePlease also be aware that we had completed the appropriate drywall repairs last August pursuant to the warranty and, in the interest of customer satisfaction, we have even since inspected *** ***’s home on a discretionary basis on at least two additional occasions and have confirmed that no further action is warranted with respect to ** ***’s concerns.Please do not hesitate to contact our office should you have any further questions regarding this matter You can contact me via telephone at ###-###-#### or on email at ***@stanlevmnrtin.comSincerely,
Jennifer K
Warranty Administrative Manager

We are in receipt of your letter dated January 9, 2015 regarding the above-referenced matter and have the following responses to the items noted by Mr. [redacted]:
Mr. [redacted] came to our Sales site, Hope Hill Crossing and wrote a purchase agreement with our sales manager, [redacted],...

on Sunday, January 4, 2015. At that time, the incentives we were offering totaled $44,195(broken down as follows: $20,000 towards options, $16,695 free recreation room, $7,500 closing cost credit (tied to the use of First Heritage Mortgage)).Further, we extended out Hometown Heroes program which is offered to all veterans and active duty military personnel which was an additional $2,000 discount.
The customer wanted our old incentive package which was an additional $20,000 discount, which had expired in December 2014. Also, the customer requested that Stanley Martin give an additional $10,000 closing cost contribution by allowing the lot premium to be increased. Ms. [redacted] prepared the purchase agreement, submitted the offer and negotiated the terms with the management team. Management declined the offer, but countered back allowing the increase in lot premium and closing cost contribution and extended an additional $3,000 discount to Mr. [redacted].
Mr. [redacted]’ realtor, [redacted], contacted our General Sales Manager, Dawnielle C[redacted] to discuss the counter. Ms. C[redacted] explained Stanley Martin's counter and offered an additional $5,000 – now a total incentive package of $54,195.The next morning, [redacted], the Broker, contacted our office via email. Ms. C[redacted] and I communicated the incentive program that was extended to Mr. [redacted]. Mr. [redacted] said he understood and would talk through the situation with his client.
As you can see, we have been in constant communication with the agent and broker, trying to come to a resolution. On January 12th, the agent, [redacted], emailed Ms. [redacted] saying the customer decided to not move forward with the purchase of the home and requested that we mail their Earnest Money Deposit check back to them directly. Based upon this request, we mailed their check to them on this date.
Sincerely,
Stuart M. G[redacted]
Executive Vice President and General Counsel

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I appreciate the company willing to satisfy my request to no longer receiving advertising material about their company and affiliate products, services and literature.Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Work has still not be completed satisfactory. 
Regards,
[redacted]

April 10, 2014Dear [redacted]:This letter is in response to your letter dated April 7, 2014 regarding the above-referenced matter.Please be advised that we were unaware that **. [redacted] was still on any of our mailing lists, as we did not intend to send him any further...

communications. We have now confirmed that **. [redacted] has now been removed from all of our mailing lists, including one mailing list that he had inadvertently remained on.Sincerely,

September 8, 2014
Dear [redacted]:We are in receipt of your letter dated September 3, 2014 regarding the above-referenced matter and have the following responses to the items noted by [redacted]:“Kitchen cabinets mismatching repaired parts” – Please be advised that we currently...

have a difference of opinion with [redacted] as to whether the parts are indeed “mismatched”. Our Warranty representative and cabinct contractor is scheduled to re-inspect the cabinet concerns on Scptember 23, 2014.“Driveway Apron is cracked and in disrepair”— We have notified [redacted] that any required repairs of the driveway apron will be accomplished in the ordinary course of business during our bond release process.“Backyard drainage pipe in middle of yard in a highly trafficked location”— Please note that [redacted] has been advised that the drainage pipe is correctly located per plan, and that no action will be taken regarding his request to move the pipe to the common area.Sincerely,Stuart *. GExecutive Vice President and General Counsel

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The efforts made to rectify the situation were not satisfactory. I had asked that a licensed contractor make the repairs to meet industry standards and was promptly told that this was not going to happen. 
Regards,
[redacted]

Review: Kitchen cabinets mismatching repaired parts.

Driveway apron is cracked and in disrepair.

Backyard drainage pipe in middle of yard in a highly trafficked location.Desired Settlement: Match all cabinet doors. Every time a door is corrected it is mismatch in stain color.

Driveway concrete apron needs to be corrected (cut and repaired) assure matching of material used.

Backyard drain is in the middle of the yard. Drain piped needs to extended into common area.

Business

Response:

September 8, 2014Dear [redacted]:We are in receipt of your letter dated September 3, 2014 regarding the above-referenced matter and have the following responses to the items noted by [redacted]:“Kitchen cabinets mismatching repaired parts” – Please be advised that we currently have a difference of opinion with [redacted] as to whether the parts are indeed “mismatched”. Our Warranty representative and cabinct contractor is scheduled to re-inspect the cabinet concerns on Scptember 23, 2014.“Driveway Apron is cracked and in disrepair”— We have notified [redacted] that any required repairs of the driveway apron will be accomplished in the ordinary course of business during our bond release process.“Backyard drainage pipe in middle of yard in a highly trafficked location”— Please note that [redacted] has been advised that the drainage pipe is correctly located per plan, and that no action will be taken regarding his request to move the pipe to the common area.Sincerely,Stuart *. GExecutive Vice President and General Counsel

Review: My family and I were looking to buy a house in Virginia so when we learned about new development being built in Woodbridge, VA we decided to look at it. Our realtor tried and tried calling the Stanley Martin sales manager before January 2015 but she never answered her phone or called back. Finally, on Jan 4th we were taken to the [redacted] development to look at properties/land sold by [redacted], LLC Woodbridge, VA Stanley Martin Companies, LLC. We found a house that we liked and after hours of negotiation and choosing the options we wanted in the house the sales representative at the sales office pulled up on her computer an email and told us that if we signed the contract that night 01/04/2015 we would be given extra incentives. 2 days later on 01/06/2015 the company replied and said that they will not honor the offer that was given to us and we would have to pay an extreme amount more for the home, even though we signed a contract, that they said should not have been offered to us, from the Sales Manager for [redacted], LLC and Stanley Martin Companies, LLC.

Not only did the company go out of their way to entice a sale, after we signed and agreed to the contract, they went out of the way to take a promo family picture of us placing a "sold" sticker on a map of the subdivision located in the sales office of the company at that subdivision where the house was going to be built so other possible customers would know that it was sold.

If Stanley Martin Companies, LLC do not want to honor the contract that their sales manager made why did she go so far out of here way to make this deal? i.e. pulling up emails to show incentives, having a family picture taken to show the land was sold and then to make sure that our realtor got in one of the photos, but also told us we had to put a 5% deposit on the home and that we could pay some now as long as the whole 5% was paid in a month. we wrote a $15,000.00 deposit check for half of the deposit required that evening.Desired Settlement: To purchase the House as it was "offered" and under the terms that were offered.

Also for an investigation in to how Stanley Martin Companies LLC conducts business with disabled veterans trying to buy a home from them and questionable business practices.

Business

Response:

Check Message tab.

Review: I bought a Stanley Martin Home this year and moved in. I bought it directly from Stanley Martin in a new development for around $900K. Stanley Martin is currently building a home on the lot next to me. The construction site has crept onto my driveway, with building materials, gravel, tools, and trucks on the driveway. I try to be understanding as I know construction can be a messy process. Over the 4th of July weekend, I pulled out of my driveway and got a flat tire and discovered a bolt or nail lodged in it. The local dealership replaced my tire at a cost of $337.21. I sent an email to Stanley Martin Sales Manager [redacted] with an explanation of what happened, a copy of the invoice, and multiple pictures showing the debris covering my driveway, and asked for reimbursement for the tire. **. [redacted] was polite, said she could empathize and that she knew this was a hazard of being around a construction site; however, she indicated doubt that Stanley Martin would reimburse me. She directed me to reach out to the warranty department, which I did on Wednesday July 10, 2013 at 12:50 pm with an email containing the same invoice photographs and description. Five minutes later, at 12:55 pm, I received a message from Warranty Administrative Manager [redacted] that apologized for my experience but stated "we do not provide reimbursement for tire replacements." I was a bit taken aback at how quickly this denial came and that it was phrased in terms of being against general policy to reimburse damage to caused to Stanley Martin customers' personal property by Stanley Martin construction. I replied to the email, asking about the reason for this policy. Stanley Martin's response stated that "As a whole, we do not provide reimbursement for any tire replacements. Unfortunately, stray nails are a hazard of living in an active construction community. We do our best to ensure that the roads and various areas are clean and free of debris. There really is no way of knowing where the nails have come from, therefore, we do not reimburse for tire replacements." This statement is ambiguous and seems evasive--it admits that deflated tires are a known hazard and seems to imply that requests for reimbursement for s tire destroyed by a nail left out are common, but then quickly follows up by with a self-serving comment that since the cause can't be proven, Stanley Martin won't cover it, even though they know generally that it happens. They are not even denying that it happened here. They apologized to me apparently without even taking time to carefully review the circumstances, speak to the construction crew, review my attachments etc.--in essence saying, yeah, we know it happened and are sorry and we know it happens a lot but we don't cover it and you can't prove it.

I think this is very poor treatment. I invested in Stanley Martin's new development by paying nearly $1 million before it was complete, something their business model seems to rely on. At the specific request of a Stanley Martin sales agent, I allowed potential buyers to walk through my home on weekends, and told them how much I loved the home and living in the area. I drive around the construction equipment and politely ask the trucks to move only when there is no other way for me to drive down my driveway. I think the response that "stray nails are a hazard of living in an active construction community" as part of the policy of leaving one of their early homebuyer's holding the bag with personal property damage is very poor policy. I was never warned to guard against such risks, and I certainly did not assume the risk when buying the house that my tires might be destroyed by driving down my driveway. If I had been warned, there is probably little I could do apart from parking in the street or actively inspecting for hazards each time I wanted to exit. I don't think its reasonable to sell a home of this price and then put the onus of this damage on an owner. The construction crew should keep a clear path in a driveway, and/or warn against periods of time where this is not practical. If this was not done and damage results, it was caused by Stanley Martin's negligence. Furthermore, stating that there is an active policy of repeatedly denying such claims even though it is a known risk, without even carefully reviewing the facts and circumstances first, demonstrates a reckless disregard for the well-being of buyers of these not-inexpensive homes.

I think other Stanley Martin buyers and especially potential buyers should know about this risk and how the company views home-buyers. I also worry about what this means for general warranty coverage on the home, since Stanley Martin appears to be taking a very aggressive stance on an expense that is not huge relative to either the cost of a million dollar home or the efforts/warnings required to protect homebuyers from this occurrence. I think other actual and potential homebuyers should be made aware of policies such as this one for that reason.Desired Settlement: I would like Stanley Martin to reimburse me in the amount of $337.21 for the repair, and take precautions in the future to maintain a clear path to enter and exit in my driveway. I would also appreciate an apology from the company. I want to stress that both [redacted] and [redacted] were professional and courteous with me, and that the failure here is in the knee jerk policy of the Stanley Martin to just outright reject claims such as this one without any due diligence. Under such a policy, there is little incentive to the company to take precautions against a repeat occurrence, since their general policy is to not take responsibility.

Business

Response:

[redacted]

Review: Virginia Department of Protection Regulation (DPOR) found Stanley Martin Custom Homes was in violation of my contract with them.

Stanley Martin signed and agreed to the Virginia State Government consent order located at link on the VA DPOR Details of license number [redacted] http:[redacted]

They or their sales team(s) continue to contact me even after I have requested that they cease.

I wish for this public available information to be recorded at the BBC and Stanley Martin stop their contact with me.

Thank youDesired Settlement: Stop contacting me via email.

Business

Response:

April 10, 2014Dear [redacted]:This letter is in response to your letter dated April 7, 2014 regarding the above-referenced matter.Please be advised that we were unaware that **. [redacted] was still on any of our mailing lists, as we did not intend to send him any further communications. We have now confirmed that **. [redacted] has now been removed from all of our mailing lists, including one mailing list that he had inadvertently remained on.Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I appreciate the company willing to satisfy my request to no longer receiving advertising material about their company and affiliate products, services and literature.Regards, [redacted]