From: Robert C[redacted]
Date: Fri, Aug 5, 2016 at 4:06...
PMSubject: Complaint #[redacted]To: [redacted]@cleveland.Revdex.com.orgCc: [redacted]
Dear [redacted],
We at Bravo Homes are proud of our excellent customer service record, and our many satisfied customers can attest to that.
Attached is our response to the complaint filed with the Revdex.com by [redacted] against Bravo Homes. Our responses show that despite Mr. [redacted]'s generalized claim that we have been unresponsive and neglectful, we have in fact gone above and beyond the guidelines of the [redacted] Builder's Warranty (signed by Mr. [redacted]) in an attempt to satisfy him. We assume that Mr. [redacted] refers to 3 punch lists dated May 14, 2015, March 20, 2015 and May 14, 2016. These are attached. Some of the “perceived” problems on the lists are minor cosmetic issues that would not be noticeable to most people. These punch list issues have been addressed, but Mr. [redacted] apparently is not satisfied with the answers provided by us or our professional trades. Building houses for 26 years gives us experience on what works in the building of a quality home. Mr. [redacted], on many occasions, thought he knew better because he “looked it up on the internet.” He was combative throughout the building process, and several times drove the builder’s assistant to tears. During one heated conversation with Mr. [redacted], in frustration, [redacted] smacked his hand down on the table. Mr. [redacted]’s response was to stand up and in an aggressive manner, asked [redacted] to “go outside.” [redacted] saw this as a physical threat.
On July 14 we informed Mr. [redacted] that he could keep the $4000 which he owes us, and he could use this money to fix any remaining concerns himself. (He actually owes us much more, which we can substantiate if needed, but we were willing to settle for $4000 to end this building process amicably.)
By the way, this is our first and only complaint after building over 100 homes in 26 years of building and being a member of the Revdex.com for 6 years with an A+ rating. We look forward to working with a 3rd party who can look at these issues objectively and determine what is reasonable and to resolve this in a way that is acceptable to all parties.
Sincerely,
[redacted]
Robert C[redacted]
President
Bravo Homes, LLC
(216) 570-0456
www.bravohomes.us [email protected]
[redacted]
Part 1: We assume that Mr. [redacted] is referring to the attached punch list signed and dated on 5/14/15. 30 of these 36 items were completed to Mr. [redacted]’s satisfaction during the warranty period of 1 year. Regarding the remaining items:
“Concrete on garage threshold is pitting and needs to be repaired/replaced”
The signed [redacted] Warranty agreement states in Section 17 (Concrete) that “pitting, spalling, and dusting are cosmetic defects that do not affect the structural integrity of concrete.” Also, “The Builder cannot warrant the concrete against cracking, pitting, spalling or dusting.” Despite the facts stated above, Bravo Homes arranged to have a concrete mason look at this concrete in May 2015. Mr. [redacted] didn’t like the way the mason planned to repair the threshold, and said that he would look on the internet to find out how to make the repair to his satisfaction, and he would let us know later what he would like to do.
“Flashing below siding on front facing of garage is buckling and wavy”
This is a minor cosmetic issue. See * below.
“Floor raised in front of patio door in breakfast nook”
See WOOD FLOOR below.
“[redacted] needs to provide a description of work done on front rake wall over dining room where leak occurred”
[redacted] verbally told Mr. [redacted] that ice guard was added to the front rake over the dining room roof. It did not leak during this past winter.
“Basement floor cracked and needs to be repaired (no patch)”
As discussed with Mr. [redacted], the signed [redacted] Warranty agreement states in Section 17 (Concrete) that “the inherent characteristics of concrete make it nearly impossible to prevent cracking. As part of the curing process, concrete shrinks and cracks.” Again, “The Builder cannot warrant the concrete against cracking, pitting, spalling or dusting.” Builder told Mr. [redacted] that if the cosmetic cracks bothered him, he could paint the floor at his expense.
“Dampness on basement walls. Written agreement to correct becomes damp or leaks within year 1 (sic)”
Mr. [redacted] was told that a proper-sized dehumidifier would help minimize the moisture in the basement. Mr. [redacted]’s dehumidifier, a small, 25-pint consumer model, is not sufficient. The signed [redacted] Warranty agreement states in Section 7: “You may detect basement moisture caused by condensation, especially in corners and seams. Condensation develops when warm, moist air comes in contact with cooler surfaces.….A dehumidifier can minimize condensation and is recommended during summer months…..The Homeowner is responsible for controlling basement condensation.”
Part 2: We assume that Mr. [redacted] is also referring to the attached list dated March 20, 2016. The following are our responses to these items:
WOOD FLOOR -- There were 2 independent floor inspections which addressed the breakfast nook area, and other areas throughout the house. The 1st inspection report, dated 8/14/15 and was paid for by [redacted] Carpet, which provided the hardwood material. This report concluded that, the customer’s concerns were due to the locally caused elevated moisture found in the home. During the fall of 2015, a verbal agreement was made between Mr. [redacted], Bravo Homes and [redacted] Carpet, to wait until winter was over, and then a 2nd independent inspection would be scheduled to see if there was an improvement in the minor cupping and compression checks and splits in the floor. The 2nd inspection report, dated 6/16/16 and paid for by Bravo Homes, concluded that “the wood flooring had improved from the previous 8/5/15 inspection. The cupping and buckling unevenness is diminished, most compressed checks have diminished or disappeared. Floors do not show excessive movement or noise underfoot. No boards show structural defects or damage requiring removal/replacement.” The signed [redacted] Warranty agreement, Section 22 (Flooring) states that “Wood flooring is subject to expansion and contraction due to changes in humidity and temperature. This can be controlled by maintaining proper humidity levels, however, shrinkage and cracking should be expected and is normal and acceptable. The Homeowner is responsible to maintain proper humidity levels in the home for the proper care and maintenance of the floor per the installers’ or manufacturer’s recommendations.”
BASEMENT WALLS -- Builder looked at basement walls on 6/6/2016, and saw no reason to think that the basement walls were wet. He felt no wetness whatsoever on the walls. The walls were stained during the construction process during the winter, before the 1st floor deck was built, before framing was done, gutters or downspouts installed, etc., therefore, there is no way to keep water out of the basement walls during this part of the construction process. When a basement is dug during the wintertime, it is very common that excess water & moisture can accumulate inside the block, and stains will occur. The Builder did operate a dehumidifier during the construction process, as he always does. Running a sufficient sized dehumidifier will help reduce the moisture in the basement, but the stains can last forever. Builder told Mr. [redacted] that he could paint his walls, at his expense, if the cosmetic staining bothered him. The signed [redacted] Warranty agreement states in Section 7: “You may detect basement moisture caused by condensation, especially in corners and seams. Condensation develops when warm, moist air comes in contact with cooler surfaces.….A dehumidifier can minimize condensation and is recommended during summer months…..The Homeowner is responsible for controlling basement condensation.”
Regarding the basement door lock and door jamb issues, see below*
GARAGE -- See below*
DRYWALL -- Items completed during May 2016
WELL -- The well installer called Mr. [redacted] and tried to set up an appointment with him. He wanted to come over and talk about the well issue, but it was not enough notice for Mr. [redacted]. Mr. [redacted] (has the phone number) has not called him back to reschedule. As a sidenote, Mr. [redacted] employed the well installer at the time of the well installation to perform extra work not associated with the builder, and agreed to pay the upcharge of $1300 for this extra work. After the work was completed, when the well installer handed him the bill, Mr. [redacted] gave it back to him and said “give it to the builder.”
ROOF -- The roofer came out and addressed this issue.
SIDING -- Bravo Homes arranged for Dutchcraft Stone to address this issue on March 2016. Bravo Homes provided Mr. [redacted] with the name of the insulation installer, who came out and told Mr. [redacted] that the insulation was installed correctly and in his opinion, there was no problem in this area.
WINDOWS -- Bravo Homes arranged for a [redacted] representative to inspect all of the windows. [redacted] service came and addressed Mr. [redacted]’s concerns to what we thought was to Mr. [redacted]’s satisfaction. One window in the study was determined to be 1/8” off square. Bravo Homes agreed to adjust this window. See below*.
INSULATION -- All insulation issues were addressed by the insulation installer and discussed with Mr. [redacted]. If Mr. [redacted] desires any additional installation, it would be at his own expense.
CONCRETE -- See Concrete issues on the May 14th list in Part 1.
GRANITE -- Mr. [redacted] was told that granite is a natural stone and is subject to pitting. This is also mentioned in the [redacted] Granite contract which he signed. [redacted] Granite made one service call during May 2015, at no charge (as a courtesy to Bravo Homes), to fill in pits on a bathroom countertop. Later, Mr. [redacted] found pits on his kitchen granite (listed on his March 2016 punch list), and wanted them filled. Mr. [redacted] was told that he would have to pay [redacted] Granite for this service call. Incidentally, these kitchen slabs were not only hand-picked by Mr. [redacted], but were exchanged on 2 separate occasions because Mr. [redacted] did not want any filler whatsoever. He was advised at that time, in addition to the paperwork that he had signed, that pitting is an inherent characteristic of natural stone.
Part 3: This is our response to Mr. [redacted]’s Punch List dated May 14, 2016
ASPHALT: Mr. [redacted] should contact the contractor who applied the 2nd asphalt coat to the driveway.
CONCRETE: See above
FINISH CARPENTER: See below*
FRAMING: See below*
GRANITE: See above
INSULATION: See above
MASON: See BASEMENT and GARAGE above
PLUMBING FIX: We spoke with our plumbing rep, who spoke with the [redacted] rep, who stated that the finish on these sinks would only be affected by water that needs to be softened or treated further. The sinks were specifically selected by Mr. [redacted]. It is more likely that these rings were caused by water filtration issues, as opposed to a defect in a [redacted] sink’s finish. The filtration and softener systems were installed by a contractor selected by Mr. [redacted].
ROOFING: See above
SIDING: See above
STONE: See SIDING above
WELL: See above
WINDOW: See above
WOOD FLOOR: See above
PAINT: Paint touch-ups completed in May-June 2016.
* Mr. [redacted] owes Bravo Homes $4000. [redacted] has offered to let Mr. [redacted] keep his $4000, and he may use this money to address the garage issues mentioned on his punch lists, adjust his window, purchase a larger de-humidifier, and any other issues he may have.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, although I am not surprised, Mr. C[redacted]’s personal attacks on my integrity are totally unjustified and unwarranted. The majority of his attacking comments are illogical or without merit and demonstrate the type of businessman and person he is. That said, I will try to not steep to his level in my rebuttal. 1. Regarding the table slamming incident: Let’s start with his unprofessional behavior were he slammed his fist on the table. For him to try to rationalize his behavior by arguing he slammed his hand versus his fist explains Mr. C[redacted]’s mindset. At the end of the day he threw a tantrum that was uncalled for, unnecessary, startled my wife and was extremely unprofessional. It should be noted that this was not the only time he lost control. Another incident when Mr. C[redacted] lost control was when he encountered a house inspector I hired from Home Experts Ohio to review the roof that had leaked twice after Mr. C[redacted]’s alleged fixes, the dampness in the basement that Mr. C[redacted] denies and the pitting and cracking of the concrete in my garage floor and basement. During the encounter, the house inspector was asking Mr. C[redacted] very simple questions on how the roof was fixed and despite his “years of experience” Mr. C[redacted] obviously could not answer. At which point he became frustrated and exploded at the house inspector challenging the inspector on his building experience and how it could not compare to Mr. C[redacted]’s instead of answering the questions being asked. The reality was that the inspector had much more experience building homes than Mr. C[redacted] and more importantly understood the process. The outcome of the inspection was that the roof was not fixed correctly after Mr. C[redacted]’s second attempt and that it needed to be done in a specific manner that involved not cutting corners. In addition, the inspector identified that the damp block walls in the basement above grade were due to inadequate sealing of the masonry on the outside of the house and the cracked and pitted concrete was due to improper installation temperature and thermal control. (See attached report and pictures) 2. Regarding my experience building homes: I am not sure why the source of my building understanding is relevant. The driving force behind much of my internet research was the result of not getting a clear understanding from Mr. C[redacted] on how something was done or going to be done either because he didn’t know or chose not to share it with me. Building homes is not my profession thus the reason I hired Mr. C[redacted]. So again, I am not sure why he is criticizing my knowledge base. Although I am certain his knowledge, regardless of his experience is not far beyond mine, if at all. Regardless, with the amount of money I was investing in the building of the house and with Mr. C[redacted]’s lack of insight, any way I could acquire information to make sure I understood the best approach to protect my investment would be reasonable approach to most. The fact is I have built a home previously, a drastically better experience, and also tapped into resources beyond the internet, including: consulting with professionals and hiring a house building expert, which Mr. C[redacted] fails to mention, due to the issues with the roof, basement wall dampness and cracked and pitted concrete that Mr. C[redacted] failed to get corrected. See attached report and pictures. Also, the fact that Mr. C[redacted] was consistently without answers on building questions, the fact he approved to have the concrete installed in the face of sub-freezing temperatures,( the true reason why it cracked and pitted prior to me moving in and not the natural occurrence that he would have you to believe) and the fact that he approved the installation of a wood floor on top of OSB sub-flooring with high moisture content, (confirmed by a flooring professional that I engaged as the cause) should be all you need to know about the value of his so called many years of building experience. 3. Regarding Mr. C[redacted]’s comments of my “multiple minor complaints” on my punch list: First, my punch list was not full of minor complaints. If they were minor, he would have fixed them. The threshold by the breakfast nook is curved and connected to the floor being warped and cracking. A fix that Mr. C[redacted] promised to take care of in writing at closing. Also, the walls in my basement were damp above grade as I previously mentioned. Again, this has nothing to do with the waterproofing system below grade as he mentions. For some reason, Mr. C[redacted] cannot understand or chooses not to acknowledge this fact although the building inspector called it out as an issue in his report (See attached) and I have shown him on multiple occasions the increased dampness after a hard rain.(See picture attached) Also, I never met the “concrete expert” that he alleges came into my basement unless Mr. C[redacted] is alleging to be that person. Also, Mr. C[redacted] did suggests some fixes to my basement walls and floor but never mentioned that he expected me to complete them. Being as they were on my punch list as a result of his poor workmanship, I am not sure how he could reasonably think that I would be burdened with the cost of the fix. Another illogical rationalization by Mr. C[redacted]. 6. Regarding my wood floor: The floor in my house did not self-correct as the inspector that Mr. C[redacted] hired contends. The cracks that magically disappeared according to the inspection are as visible as when they showed up within weeks of moving in. Sample Pictures Attached Available- minimal attachment allowed by Revdex.com. Both the flooring distributor and Mr. C[redacted] had agreed to replace the cracked boards as well as sand down the cupping and crowing areas and re-stain the floor. This was contrary to my desire to have the floor replaced but I agreed just to move this forward. Since, I have had a flooring expert review the floors and the inspection reports provided by Mr. C[redacted] and his suppliers and the expert identified the condition of the floor as being due to the moisture trapped between the sub flooring and the wood floor which was the result of the dampness of the sub floor prior to install. This is the result of major delays in Mr. C[redacted] putting the roof on the house, not protecting the sub floor during the period without the roof and the numerous major leaks in the roof after it was put on. The floor should not have been installed with the condition of the sub-floor. 7. Regarding the rake wall review: After two heavy leaks I had a clear agreement for Mr. C[redacted] to allow me to review the fix. I was at the house two to three times a week during the vast majority of the building process and without notice he allegedly fixed and covered up the issue with the finished masonry not allowing me to review. The house inspector I hired emphasized a need to get a clear understanding of how the rake wall was fixed in writing as Mr. C[redacted] not only couldn’t explain himself when asked how it was fixed but proved his inability to get it right the first two times. 9 See above. 12. Regarding the Windows in my house: First the drafts in my house are real. Mr. C[redacted]’s [redacted] sub came through my house and scanned the walls and floor with a temperature scanner around the perimeter of the house where the drafts are coming in during the winter. The reading showed up to a 10 degree difference vs. the primary room temperature. When I called him on an issue I explained the problem and relied on Mr. C[redacted], as the professional, to diagnose it and get it fixed. Unfortunately, Mr. C[redacted] is not able to do this in the vast majority of cases and relies on bringing in his sub-contractors that may or may not be related to the issue. The first step he chose was to review the windows. It was not the only potential cause of the drafts, as Mr. C[redacted] attempts to represent in his attack on my claims. The drafts could also have been caused by inadequate insulation but for some reason Mr. C[redacted]’s extensive experience did not draw him to that possibility. Regarding the window inspection. The [redacted] rep did not review all the windows as Mr. C[redacted] contends. He reviewed the majority of the windows on the first floor and only two on the second floor. Of the group he did review, one was not framed correctly which was confirmed to be a source of air flow, a draft, and the [redacted] rep prescribed that the window frame be corrected, which is still not complete. The other cause of the drafts is inadequate insulation under the bump out in the front of the house and around the perimeter of the house. The bump out insulation was not installed by the insulation sub, as Mr. C[redacted] refers, but if installed was reported to be installed by the framer. The same guy that did my siding. Apparently, a Jack of all trades…. The insulation under the perimeter of the first floor floors needs to be corrected. Something Mr. C[redacted] has ignored after many requests via my punch lists to correct. 13. Regarding the insulation: As I mentioned in my prior response, the insulation contractor agreed to correct the amount of insulation in the attic, called me to come out and fix with 15 minutes notice (which I could not get out of work to accommodate) and has not been heard from since. The foundation perimeter and bump out insulation was supposed to have been discussed between Mr. C[redacted] and the insulation sub. Another open issue Mr. C[redacted] walked away from. 14. Regarding the Well Pump: Let me explain how payment to Mr. C[redacted]’s sub contractor’s works. I pay Mr. C[redacted] and he pays the sub-contractors. The total lack of logic and common sense for him to call out this specific item that I was alleged to agree to pay directly is absurd especially when all the other items and services involved in building the house that were selected by Mr. C[redacted], were paid by Mr. C[redacted]. As I told the Well sub-contractor when he approached me with an invoice for the well pump during a punch list call on my well, well after we moved in and months after he installed the pump by the way, all debts for work are between Mr. C[redacted] and himself. As a side note, Mr. C[redacted] agreed my final payment was in full less the $4000 for punch list items, (Available upon request -no more attachments allowed by Revdex.com), well before the invoice for the pump was presented. Also the contract specifically states, “In the event Buyers make selections over their allowances or request changes or extras not described in this agreement, Buyers shall make payment to Builder prior to completion and installation of any such item. This statement protects me from Mr. C[redacted] running up charges that I didn’t authorize, which he attempted to do, and protects him from what he is alleging, me not paying for extras. Instead Mr. C[redacted] insisted to not provide estimates when we discussed items before being built and then attempted to charge above the allowance price without allowing me to determine if the item was an extra. These areas included many components in the house including the ones that he calls out in his rebuttal (including the trim/finished carpentry). This practice ultimately led to the meeting where I challenged Mr. C[redacted] on this practice and he lost his temper and to use his words, “slapped his hand on the table”. A good example of this overcharge practice is the fireplace he specifically identified as the one they always use. The only one his assistant directed me to in the fireplace show room. In this case, Mr. C[redacted] provided an allowance on the fireplace of $1700 and with no notification that it was going to be an alleged upgrade, he shared a price of $2885 after it was installed. This was a common theme throughout the building process and as mentioned, contrary to the contract. 15. Regarding the alleged short pay of actual costs: I cannot begin to respond to Mr. C[redacted]’s allegations that he provided me a discount to appease me as I have no direct knowledge of his charges from his sub-contractors nor is it relevant per our contract. Mr. C[redacted] is also incorrect on the claim that the entire house was a cost plus agreement. The contract specifically calls out a cost for the house as specified and only agreed to extras would be paid cost plus. To go true cost plus the way he was attempting to apply it with no transparency to actual bills, would have been the equivalent of writing Mr. C[redacted] a blank check to charge me whatever he saw fit. It should be noted that Mr. C[redacted] had me pay for the utilities during the construction of my house which out of trust I did for the vast majority of the building process, when in actuality the contract specifically stated the payment of utilities were his responsibility to pay. A contract that he should be more than familiar with as it was his boiler plate contract that we used. In addition, Mr. C[redacted] specified a paved driveway as part of his contracted price. Much to my surprise his idea of a paved driveway was just the base coat of asphalt. He left me to get my driveway finished which I have an estimate for over $7000 to complete. I could go on and on listing what he called “misunderstandings” during our discussions when we discussed final payment. The outcome of the final agreed upon price of the house was a result of these discussions and not the charity that he would make you believe in his comments. Second Section1. The Refrigerator: Mr. C[redacted]’s framer did not follow the building plans when building the wall behind the refrigerator. It was specified that we wanted a regular depth refrigerator in this space that would not extend beyond the counters. This required a set back in the wall, an item that Mr. C[redacted]’s architect outlined to accommodate in the drawings. Mr. C[redacted] argued that the error was on the architect that he hired and not the framer that he hired. At the end of the day, Mr. C[redacted] didn’t take responsibility for either. As a result of the error in framing the wall, I was forced not only to change the design of my kitchen but purchase a smaller, more expensive counter depth refrigerator. 2. See 1.3. The wood in the floor is full of flaws as a result of Mr. C[redacted] having the floor installed over damp OSB. This was reflected in the original inspection that his supplier had done and was confirmed by a professional flooring expert I had review the issue. 4. See 3.5. See 14 in section above. 6. See 14 in section above. 7. Regarding the fireplace venting: Mr. C[redacted] asked me how I wanted it vented and I told him through the wall if it didn’t create any issues. With all of his years of experience you would have thought he would have known it was an issue. He did not. The wall ended up not being a practical solution and the venting needed to be routed through the roof. I paid Mr. C[redacted] good money for his expertise as a “reputable builder” to guide my decisions and instead he deferred many of them back to me (forcing me to do the research he mocks me about) or asking me on countless occasions to work with his subs directly. Mr. C[redacted] recommended that I should have contracted the house myself. In essence I did much of the contracting work that I paid him to do. 8. See 14 in section above. 9. Regarding the smell around my toilets: I called Mr. C[redacted] explaining the issue of smell as most reasonable people would. I am not a plumber and did not know the source. Again, not knowing the root cause of the issue himself, Mr. C[redacted] sent out the plumber to check the seals on the toilets. I didn’t speculate on the seal, he and his plumber did. Even the plumber wasn’t certain of the origins of the smell and replaced the seals on the toilets. After he completed them he speculated that the smell was due to some Rid X septic solution I put in the toilet. That was not the case either as Mr. C[redacted] contends. The smell is due to the issue with my well that Mr. C[redacted] never corrected.(see picture of well water quality) The smell returned. To ultimately correct, I had to purchase a special filtration system at my expense to remedy. 10. My punch list was not “attended to for the most part” as he puts it. Mr. C[redacted] addressed the most (but not all) of the minor items and walked away from the major items. I would add that he did not correct the minor items that he did tend to within the first 30 days after occupancy as the contract stipulated. It took him countless requests from me over months to correct many of the items on the list. In retrospect, I should have held back more money to provide the necessary incentive for him to follow up. Again, I errantly put trust in Mr. C[redacted]. Mr. C[redacted] asks what more can he do. Simple, do what any reputable builder would do, follow the agreement to fix the punch list items that were outlined instead of walking away and trying to spin the truth to rationalize his lack of ownership in the quality defects he left behind. If you still have any doubt as to the truth, please review the attached pictures, they are worth 1000 words and prove the quality issues I claim. There are plenty more that I would be happy to share with anyone interested. If Mr. C[redacted] spent as much time and energy fixing the issues with my house as he has trying to discredit me and distract you from the facts, I probably wouldn’t need to be filing this complaint. Don’t Build Bravo!
Regards,
[redacted]
From: [redacted] <[redacted]>Date: Thu, Jul 21, 2016 at 11:22 AMSubject: Complaint ID [redacted]To: [redacted]@cleveland.Revdex.com.orgThank you very much in the matter of complaint ID [redacted]. It has been resolved. [redacted] [redacted]
From: Robert C[redacted]
Date: Fri, Aug 5, 2016 at 4:06...
PMSubject: Complaint #[redacted]To: [redacted]@cleveland.Revdex.com.orgCc: [redacted]
Dear [redacted],
We at Bravo Homes are proud of our excellent customer service record, and our many satisfied customers can attest to that.
Attached is our response to the complaint filed with the Revdex.com by [redacted] against Bravo Homes. Our responses show that despite Mr. [redacted]'s generalized claim that we have been unresponsive and neglectful, we have in fact gone above and beyond the guidelines of the [redacted] Builder's Warranty (signed by Mr. [redacted]) in an attempt to satisfy him. We assume that Mr. [redacted] refers to 3 punch lists dated May 14, 2015, March 20, 2015 and May 14, 2016. These are attached. Some of the “perceived” problems on the lists are minor cosmetic issues that would not be noticeable to most people. These punch list issues have been addressed, but Mr. [redacted] apparently is not satisfied with the answers provided by us or our professional trades. Building houses for 26 years gives us experience on what works in the building of a quality home. Mr. [redacted], on many occasions, thought he knew better because he “looked it up on the internet.” He was combative throughout the building process, and several times drove the builder’s assistant to tears. During one heated conversation with Mr. [redacted], in frustration, [redacted] smacked his hand down on the table. Mr. [redacted]’s response was to stand up and in an aggressive manner, asked [redacted] to “go outside.” [redacted] saw this as a physical threat.
On July 14 we informed Mr. [redacted] that he could keep the $4000 which he owes us, and he could use this money to fix any remaining concerns himself. (He actually owes us much more, which we can substantiate if needed, but we were willing to settle for $4000 to end this building process amicably.)
By the way, this is our first and only complaint after building over 100 homes in 26 years of building and being a member of the Revdex.com for 6 years with an A+ rating. We look forward to working with a 3rd party who can look at these issues objectively and determine what is reasonable and to resolve this in a way that is acceptable to all parties.
Sincerely,
[redacted]
Robert C[redacted]
President
Bravo Homes, LLC
(216) 570-0456
www.bravohomes.us
[email protected]
[redacted]
Part 1: We assume that Mr. [redacted] is referring to the attached punch list signed and dated on 5/14/15. 30 of these 36 items were completed to Mr. [redacted]’s satisfaction during the warranty period of 1 year. Regarding the remaining items:
“Concrete on garage threshold is pitting and needs to be repaired/replaced”
The signed [redacted] Warranty agreement states in Section 17 (Concrete) that “pitting, spalling, and dusting are cosmetic defects that do not affect the structural integrity of concrete.” Also, “The Builder cannot warrant the concrete against cracking, pitting, spalling or dusting.” Despite the facts stated above, Bravo Homes arranged to have a concrete mason look at this concrete in May 2015. Mr. [redacted] didn’t like the way the mason planned to repair the threshold, and said that he would look on the internet to find out how to make the repair to his satisfaction, and he would let us know later what he would like to do.
“Flashing below siding on front facing of garage is buckling and wavy”
This is a minor cosmetic issue. See * below.
“Floor raised in front of patio door in breakfast nook”
See WOOD FLOOR below.
“[redacted] needs to provide a description of work done on front rake wall over dining room where leak occurred”
[redacted] verbally told Mr. [redacted] that ice guard was added to the front rake over the dining room roof. It did not leak during this past winter.
“Basement floor cracked and needs to be repaired (no patch)”
As discussed with Mr. [redacted], the signed [redacted] Warranty agreement states in Section 17 (Concrete) that “the inherent characteristics of concrete make it nearly impossible to prevent cracking. As part of the curing process, concrete shrinks and cracks.” Again, “The Builder cannot warrant the concrete against cracking, pitting, spalling or dusting.” Builder told Mr. [redacted] that if the cosmetic cracks bothered him, he could paint the floor at his expense.
“Dampness on basement walls. Written agreement to correct becomes damp or leaks within year 1 (sic)”
Mr. [redacted] was told that a proper-sized dehumidifier would help minimize the moisture in the basement. Mr. [redacted]’s dehumidifier, a small, 25-pint consumer model, is not sufficient. The signed [redacted] Warranty agreement states in Section 7: “You may detect basement moisture caused by condensation, especially in corners and seams. Condensation develops when warm, moist air comes in contact with cooler surfaces.….A dehumidifier can minimize condensation and is recommended during summer months…..The Homeowner is responsible for controlling basement condensation.”
Part 2: We assume that Mr. [redacted] is also referring to the attached list dated March 20, 2016. The following are our responses to these items:
WOOD FLOOR -- There were 2 independent floor inspections which addressed the breakfast nook area, and other areas throughout the house. The 1st inspection report, dated 8/14/15 and was paid for by [redacted] Carpet, which provided the hardwood material. This report concluded that, the customer’s concerns were due to the locally caused elevated moisture found in the home. During the fall of 2015, a verbal agreement was made between Mr. [redacted], Bravo Homes and [redacted] Carpet, to wait until winter was over, and then a 2nd independent inspection would be scheduled to see if there was an improvement in the minor cupping and compression checks and splits in the floor. The 2nd inspection report, dated 6/16/16 and paid for by Bravo Homes, concluded that “the wood flooring had improved from the previous 8/5/15 inspection. The cupping and buckling unevenness is diminished, most compressed checks have diminished or disappeared. Floors do not show excessive movement or noise underfoot. No boards show structural defects or damage requiring removal/replacement.” The signed [redacted] Warranty agreement, Section 22 (Flooring) states that “Wood flooring is subject to expansion and contraction due to changes in humidity and temperature. This can be controlled by maintaining proper humidity levels, however, shrinkage and cracking should be expected and is normal and acceptable. The Homeowner is responsible to maintain proper humidity levels in the home for the proper care and maintenance of the floor per the installers’ or manufacturer’s recommendations.”
BASEMENT WALLS -- Builder looked at basement walls on 6/6/2016, and saw no reason to think that the basement walls were wet. He felt no wetness whatsoever on the walls. The walls were stained during the construction process during the winter, before the 1st floor deck was built, before framing was done, gutters or downspouts installed, etc., therefore, there is no way to keep water out of the basement walls during this part of the construction process. When a basement is dug during the wintertime, it is very common that excess water & moisture can accumulate inside the block, and stains will occur. The Builder did operate a dehumidifier during the construction process, as he always does. Running a sufficient sized dehumidifier will help reduce the moisture in the basement, but the stains can last forever. Builder told Mr. [redacted] that he could paint his walls, at his expense, if the cosmetic staining bothered him. The signed [redacted] Warranty agreement states in Section 7: “You may detect basement moisture caused by condensation, especially in corners and seams. Condensation develops when warm, moist air comes in contact with cooler surfaces.….A dehumidifier can minimize condensation and is recommended during summer months…..The Homeowner is responsible for controlling basement condensation.”
Regarding the basement door lock and door jamb issues, see below*
GARAGE -- See below*
DRYWALL -- Items completed during May 2016
WELL -- The well installer called Mr. [redacted] and tried to set up an appointment with him. He wanted to come over and talk about the well issue, but it was not enough notice for Mr. [redacted]. Mr. [redacted] (has the phone number) has not called him back to reschedule. As a sidenote, Mr. [redacted] employed the well installer at the time of the well installation to perform extra work not associated with the builder, and agreed to pay the upcharge of $1300 for this extra work. After the work was completed, when the well installer handed him the bill, Mr. [redacted] gave it back to him and said “give it to the builder.”
ROOF -- The roofer came out and addressed this issue.
SIDING -- Bravo Homes arranged for Dutchcraft Stone to address this issue on March 2016. Bravo Homes provided Mr. [redacted] with the name of the insulation installer, who came out and told Mr. [redacted] that the insulation was installed correctly and in his opinion, there was no problem in this area.
WINDOWS -- Bravo Homes arranged for a [redacted] representative to inspect all of the windows. [redacted] service came and addressed Mr. [redacted]’s concerns to what we thought was to Mr. [redacted]’s satisfaction. One window in the study was determined to be 1/8” off square. Bravo Homes agreed to adjust this window. See below*.
INSULATION -- All insulation issues were addressed by the insulation installer and discussed with Mr. [redacted]. If Mr. [redacted] desires any additional installation, it would be at his own expense.
CONCRETE -- See Concrete issues on the May 14th list in Part 1.
GRANITE -- Mr. [redacted] was told that granite is a natural stone and is subject to pitting. This is also mentioned in the [redacted] Granite contract which he signed. [redacted] Granite made one service call during May 2015, at no charge (as a courtesy to Bravo Homes), to fill in pits on a bathroom countertop. Later, Mr. [redacted] found pits on his kitchen granite (listed on his March 2016 punch list), and wanted them filled. Mr. [redacted] was told that he would have to pay [redacted] Granite for this service call. Incidentally, these kitchen slabs were not only hand-picked by Mr. [redacted], but were exchanged on 2 separate occasions because Mr. [redacted] did not want any filler whatsoever. He was advised at that time, in addition to the paperwork that he had signed, that pitting is an inherent characteristic of natural stone.
Part 3: This is our response to Mr. [redacted]’s Punch List dated May 14, 2016
ASPHALT: Mr. [redacted] should contact the contractor who applied the 2nd asphalt coat to the driveway.
CONCRETE: See above
FINISH CARPENTER: See below*
FRAMING: See below*
GRANITE: See above
INSULATION: See above
MASON: See BASEMENT and GARAGE above
PLUMBING FIX: We spoke with our plumbing rep, who spoke with the [redacted] rep, who stated that the finish on these sinks would only be affected by water that needs to be softened or treated further. The sinks were specifically selected by Mr. [redacted]. It is more likely that these rings were caused by water filtration issues, as opposed to a defect in a [redacted] sink’s finish. The filtration and softener systems were installed by a contractor selected by Mr. [redacted].
ROOFING: See above
SIDING: See above
STONE: See SIDING above
WELL: See above
WINDOW: See above
WOOD FLOOR: See above
PAINT: Paint touch-ups completed in May-June 2016.
* Mr. [redacted] owes Bravo Homes $4000. [redacted] has offered to let Mr. [redacted] keep his $4000, and he may use this money to address the garage issues mentioned on his punch lists, adjust his window, purchase a larger de-humidifier, and any other issues he may have.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, although I am not surprised, Mr. C[redacted]’s personal attacks on my integrity are totally unjustified and unwarranted. The majority of his attacking comments are illogical or without merit and demonstrate the type of businessman and person he is. That said, I will try to not steep to his level in my rebuttal. 1. Regarding the table slamming incident: Let’s start with his unprofessional behavior were he slammed his fist on the table. For him to try to rationalize his behavior by arguing he slammed his hand versus his fist explains Mr. C[redacted]’s mindset. At the end of the day he threw a tantrum that was uncalled for, unnecessary, startled my wife and was extremely unprofessional. It should be noted that this was not the only time he lost control. Another incident when Mr. C[redacted] lost control was when he encountered a house inspector I hired from Home Experts Ohio to review the roof that had leaked twice after Mr. C[redacted]’s alleged fixes, the dampness in the basement that Mr. C[redacted] denies and the pitting and cracking of the concrete in my garage floor and basement. During the encounter, the house inspector was asking Mr. C[redacted] very simple questions on how the roof was fixed and despite his “years of experience” Mr. C[redacted] obviously could not answer. At which point he became frustrated and exploded at the house inspector challenging the inspector on his building experience and how it could not compare to Mr. C[redacted]’s instead of answering the questions being asked. The reality was that the inspector had much more experience building homes than Mr. C[redacted] and more importantly understood the process. The outcome of the inspection was that the roof was not fixed correctly after Mr. C[redacted]’s second attempt and that it needed to be done in a specific manner that involved not cutting corners. In addition, the inspector identified that the damp block walls in the basement above grade were due to inadequate sealing of the masonry on the outside of the house and the cracked and pitted concrete was due to improper installation temperature and thermal control. (See attached report and pictures) 2. Regarding my experience building homes: I am not sure why the source of my building understanding is relevant. The driving force behind much of my internet research was the result of not getting a clear understanding from Mr. C[redacted] on how something was done or going to be done either because he didn’t know or chose not to share it with me. Building homes is not my profession thus the reason I hired Mr. C[redacted]. So again, I am not sure why he is criticizing my knowledge base. Although I am certain his knowledge, regardless of his experience is not far beyond mine, if at all. Regardless, with the amount of money I was investing in the building of the house and with Mr. C[redacted]’s lack of insight, any way I could acquire information to make sure I understood the best approach to protect my investment would be reasonable approach to most. The fact is I have built a home previously, a drastically better experience, and also tapped into resources beyond the internet, including: consulting with professionals and hiring a house building expert, which Mr. C[redacted] fails to mention, due to the issues with the roof, basement wall dampness and cracked and pitted concrete that Mr. C[redacted] failed to get corrected. See attached report and pictures. Also, the fact that Mr. C[redacted] was consistently without answers on building questions, the fact he approved to have the concrete installed in the face of sub-freezing temperatures,( the true reason why it cracked and pitted prior to me moving in and not the natural occurrence that he would have you to believe) and the fact that he approved the installation of a wood floor on top of OSB sub-flooring with high moisture content, (confirmed by a flooring professional that I engaged as the cause) should be all you need to know about the value of his so called many years of building experience. 3. Regarding Mr. C[redacted]’s comments of my “multiple minor complaints” on my punch list: First, my punch list was not full of minor complaints. If they were minor, he would have fixed them. The threshold by the breakfast nook is curved and connected to the floor being warped and cracking. A fix that Mr. C[redacted] promised to take care of in writing at closing. Also, the walls in my basement were damp above grade as I previously mentioned. Again, this has nothing to do with the waterproofing system below grade as he mentions. For some reason, Mr. C[redacted] cannot understand or chooses not to acknowledge this fact although the building inspector called it out as an issue in his report (See attached) and I have shown him on multiple occasions the increased dampness after a hard rain.(See picture attached) Also, I never met the “concrete expert” that he alleges came into my basement unless Mr. C[redacted] is alleging to be that person. Also, Mr. C[redacted] did suggests some fixes to my basement walls and floor but never mentioned that he expected me to complete them. Being as they were on my punch list as a result of his poor workmanship, I am not sure how he could reasonably think that I would be burdened with the cost of the fix. Another illogical rationalization by Mr. C[redacted]. 6. Regarding my wood floor: The floor in my house did not self-correct as the inspector that Mr. C[redacted] hired contends. The cracks that magically disappeared according to the inspection are as visible as when they showed up within weeks of moving in. Sample Pictures Attached Available- minimal attachment allowed by Revdex.com. Both the flooring distributor and Mr. C[redacted] had agreed to replace the cracked boards as well as sand down the cupping and crowing areas and re-stain the floor. This was contrary to my desire to have the floor replaced but I agreed just to move this forward. Since, I have had a flooring expert review the floors and the inspection reports provided by Mr. C[redacted] and his suppliers and the expert identified the condition of the floor as being due to the moisture trapped between the sub flooring and the wood floor which was the result of the dampness of the sub floor prior to install. This is the result of major delays in Mr. C[redacted] putting the roof on the house, not protecting the sub floor during the period without the roof and the numerous major leaks in the roof after it was put on. The floor should not have been installed with the condition of the sub-floor. 7. Regarding the rake wall review: After two heavy leaks I had a clear agreement for Mr. C[redacted] to allow me to review the fix. I was at the house two to three times a week during the vast majority of the building process and without notice he allegedly fixed and covered up the issue with the finished masonry not allowing me to review. The house inspector I hired emphasized a need to get a clear understanding of how the rake wall was fixed in writing as Mr. C[redacted] not only couldn’t explain himself when asked how it was fixed but proved his inability to get it right the first two times. 9 See above. 12. Regarding the Windows in my house: First the drafts in my house are real. Mr. C[redacted]’s [redacted] sub came through my house and scanned the walls and floor with a temperature scanner around the perimeter of the house where the drafts are coming in during the winter. The reading showed up to a 10 degree difference vs. the primary room temperature. When I called him on an issue I explained the problem and relied on Mr. C[redacted], as the professional, to diagnose it and get it fixed. Unfortunately, Mr. C[redacted] is not able to do this in the vast majority of cases and relies on bringing in his sub-contractors that may or may not be related to the issue. The first step he chose was to review the windows. It was not the only potential cause of the drafts, as Mr. C[redacted] attempts to represent in his attack on my claims. The drafts could also have been caused by inadequate insulation but for some reason Mr. C[redacted]’s extensive experience did not draw him to that possibility. Regarding the window inspection. The [redacted] rep did not review all the windows as Mr. C[redacted] contends. He reviewed the majority of the windows on the first floor and only two on the second floor. Of the group he did review, one was not framed correctly which was confirmed to be a source of air flow, a draft, and the [redacted] rep prescribed that the window frame be corrected, which is still not complete. The other cause of the drafts is inadequate insulation under the bump out in the front of the house and around the perimeter of the house. The bump out insulation was not installed by the insulation sub, as Mr. C[redacted] refers, but if installed was reported to be installed by the framer. The same guy that did my siding. Apparently, a Jack of all trades…. The insulation under the perimeter of the first floor floors needs to be corrected. Something Mr. C[redacted] has ignored after many requests via my punch lists to correct. 13. Regarding the insulation: As I mentioned in my prior response, the insulation contractor agreed to correct the amount of insulation in the attic, called me to come out and fix with 15 minutes notice (which I could not get out of work to accommodate) and has not been heard from since. The foundation perimeter and bump out insulation was supposed to have been discussed between Mr. C[redacted] and the insulation sub. Another open issue Mr. C[redacted] walked away from. 14. Regarding the Well Pump: Let me explain how payment to Mr. C[redacted]’s sub contractor’s works. I pay Mr. C[redacted] and he pays the sub-contractors. The total lack of logic and common sense for him to call out this specific item that I was alleged to agree to pay directly is absurd especially when all the other items and services involved in building the house that were selected by Mr. C[redacted], were paid by Mr. C[redacted]. As I told the Well sub-contractor when he approached me with an invoice for the well pump during a punch list call on my well, well after we moved in and months after he installed the pump by the way, all debts for work are between Mr. C[redacted] and himself. As a side note, Mr. C[redacted] agreed my final payment was in full less the $4000 for punch list items, (Available upon request -no more attachments allowed by Revdex.com), well before the invoice for the pump was presented. Also the contract specifically states, “In the event Buyers make selections over their allowances or request changes or extras not described in this agreement, Buyers shall make payment to Builder prior to completion and installation of any such item. This statement protects me from Mr. C[redacted] running up charges that I didn’t authorize, which he attempted to do, and protects him from what he is alleging, me not paying for extras. Instead Mr. C[redacted] insisted to not provide estimates when we discussed items before being built and then attempted to charge above the allowance price without allowing me to determine if the item was an extra. These areas included many components in the house including the ones that he calls out in his rebuttal (including the trim/finished carpentry). This practice ultimately led to the meeting where I challenged Mr. C[redacted] on this practice and he lost his temper and to use his words, “slapped his hand on the table”. A good example of this overcharge practice is the fireplace he specifically identified as the one they always use. The only one his assistant directed me to in the fireplace show room. In this case, Mr. C[redacted] provided an allowance on the fireplace of $1700 and with no notification that it was going to be an alleged upgrade, he shared a price of $2885 after it was installed. This was a common theme throughout the building process and as mentioned, contrary to the contract. 15. Regarding the alleged short pay of actual costs: I cannot begin to respond to Mr. C[redacted]’s allegations that he provided me a discount to appease me as I have no direct knowledge of his charges from his sub-contractors nor is it relevant per our contract. Mr. C[redacted] is also incorrect on the claim that the entire house was a cost plus agreement. The contract specifically calls out a cost for the house as specified and only agreed to extras would be paid cost plus. To go true cost plus the way he was attempting to apply it with no transparency to actual bills, would have been the equivalent of writing Mr. C[redacted] a blank check to charge me whatever he saw fit. It should be noted that Mr. C[redacted] had me pay for the utilities during the construction of my house which out of trust I did for the vast majority of the building process, when in actuality the contract specifically stated the payment of utilities were his responsibility to pay. A contract that he should be more than familiar with as it was his boiler plate contract that we used. In addition, Mr. C[redacted] specified a paved driveway as part of his contracted price. Much to my surprise his idea of a paved driveway was just the base coat of asphalt. He left me to get my driveway finished which I have an estimate for over $7000 to complete. I could go on and on listing what he called “misunderstandings” during our discussions when we discussed final payment. The outcome of the final agreed upon price of the house was a result of these discussions and not the charity that he would make you believe in his comments. Second Section1. The Refrigerator: Mr. C[redacted]’s framer did not follow the building plans when building the wall behind the refrigerator. It was specified that we wanted a regular depth refrigerator in this space that would not extend beyond the counters. This required a set back in the wall, an item that Mr. C[redacted]’s architect outlined to accommodate in the drawings. Mr. C[redacted] argued that the error was on the architect that he hired and not the framer that he hired. At the end of the day, Mr. C[redacted] didn’t take responsibility for either. As a result of the error in framing the wall, I was forced not only to change the design of my kitchen but purchase a smaller, more expensive counter depth refrigerator. 2. See 1.3. The wood in the floor is full of flaws as a result of Mr. C[redacted] having the floor installed over damp OSB. This was reflected in the original inspection that his supplier had done and was confirmed by a professional flooring expert I had review the issue. 4. See 3.5. See 14 in section above. 6. See 14 in section above. 7. Regarding the fireplace venting: Mr. C[redacted] asked me how I wanted it vented and I told him through the wall if it didn’t create any issues. With all of his years of experience you would have thought he would have known it was an issue. He did not. The wall ended up not being a practical solution and the venting needed to be routed through the roof. I paid Mr. C[redacted] good money for his expertise as a “reputable builder” to guide my decisions and instead he deferred many of them back to me (forcing me to do the research he mocks me about) or asking me on countless occasions to work with his subs directly. Mr. C[redacted] recommended that I should have contracted the house myself. In essence I did much of the contracting work that I paid him to do. 8. See 14 in section above. 9. Regarding the smell around my toilets: I called Mr. C[redacted] explaining the issue of smell as most reasonable people would. I am not a plumber and did not know the source. Again, not knowing the root cause of the issue himself, Mr. C[redacted] sent out the plumber to check the seals on the toilets. I didn’t speculate on the seal, he and his plumber did. Even the plumber wasn’t certain of the origins of the smell and replaced the seals on the toilets. After he completed them he speculated that the smell was due to some Rid X septic solution I put in the toilet. That was not the case either as Mr. C[redacted] contends. The smell is due to the issue with my well that Mr. C[redacted] never corrected.(see picture of well water quality) The smell returned. To ultimately correct, I had to purchase a special filtration system at my expense to remedy. 10. My punch list was not “attended to for the most part” as he puts it. Mr. C[redacted] addressed the most (but not all) of the minor items and walked away from the major items. I would add that he did not correct the minor items that he did tend to within the first 30 days after occupancy as the contract stipulated. It took him countless requests from me over months to correct many of the items on the list. In retrospect, I should have held back more money to provide the necessary incentive for him to follow up. Again, I errantly put trust in Mr. C[redacted]. Mr. C[redacted] asks what more can he do. Simple, do what any reputable builder would do, follow the agreement to fix the punch list items that were outlined instead of walking away and trying to spin the truth to rationalize his lack of ownership in the quality defects he left behind. If you still have any doubt as to the truth, please review the attached pictures, they are worth 1000 words and prove the quality issues I claim. There are plenty more that I would be happy to share with anyone interested. If Mr. C[redacted] spent as much time and energy fixing the issues with my house as he has trying to discredit me and distract you from the facts, I probably wouldn’t need to be filing this complaint. Don’t Build Bravo!
Regards,
[redacted]
From: [redacted] <[redacted]>Date: Thu, Jul 21, 2016 at 11:22 AMSubject: Complaint ID [redacted]To: [redacted]@cleveland.Revdex.com.orgThank you very much in the matter of complaint ID [redacted]. It has been resolved. [redacted] [redacted]