We regret that the buyer is still unsettled about these items In response, the first promotional sign the buyer would have seen about the finished basement was along the roadside It has this wording “On select models and home sites See Sales Associate for details.” The buyers then made inquiry w/ our Sales Associate informed that the promo was no longer validThus there were no select models or home sites available any longer The packet the buyer received contains this wording, “Free finished basement incentive is available for a limited time only See sales agent for details Not responsible for errors or omissions Pricing and promotions subject to change without notice.” This wording is quite clear; nothing more needs to be saidRegarding the second concern w/ the paint, we understand there was a misunderstanding w/ our response to their question However, we responded correctly and truthfully to the question that was asked In answer to whether we paint our walls, our answer is still “yes.” We cannot be responsible for an assumption made in an inquirer’s mind with such a general question We had no idea that the buyer was thinking of colored walls, nor was this the way the question was given to us This is simply a mater of an assumption made from a very general and vague question and we can only respond to what is asked, not what is assumedAs to the location of the kitchen wall on their third issue, our answer remains the same We physically and correctly showed the buyer where the standard house wall would end without the morning room option This is an option as many other things in the sample home Apparently there was some misunderstanding from what we said, but as in all communication, issues are resolved by further conversation or clarification if needed This was done the following day as they continued to pursue this possibility In any case, these last two concerns are strictly what one person said vswhat another said, and we stand firmly by what we communicatedWe have been in additional communication this past week w/ the buyers trying to resolve these matters, but at this point it appears obvious that an agreeable solution will not be possible That being the case we will return the buyers’ full deposit Their check has been mailed to them today
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I am now being told that I have to reach out to the title company that handle my transactionBeing as this was not at all my problem, I feel as though THP should have to reach out to title and continue to resolve this issue Regards, [redacted]
July 10, 2015To Whom It May Concern:I would like to respond to this complaint filed back in February of this yearWe would have submitted our response at that time, but unfortunately electronic correspondence had been sent to an employee no longer with our company; thus it went unnoticedWe are sympathetic with any feelings of neglect to this concern, but please be assured that was not our intent.The complaint regarding the HVAC system was determined to be a slow leak at a joint in the condensate line from the air conditioning systemThis resulted in the water damage described in the complaintThe property closed on January 20, 2012, and our company was first made aware of the situation by a phone call to MrS [redacted] on June 24, We sold the property with a one year warranty on non-structural items such as this and evaluate other concerns on a case-by-case basisBased on the extensive nature of the damage combined with the fact that the home was substantially beyond the warranty period, we recommended that the owners contact their homeowner’s insurance for resolution.We understand the damage that water can cause, especially when untreated for longer periods of time as happened in this caseBased on our assessment of the situation, we feel we made the correct and proper judgment in our recommended course of action to the ownersThat is still our position todayThank you for giving us this opportunity to respond.Sincerely,Dale R
We contacted [redacted] and were able inspect both her home and the neighbor’s home regarding the two concerns The AC noise was resolved on this visit as our technician was able to address the source of the problem As far as the neighbor’s ceiling fan; this fixture is not something that TH Properties installed Our technician spoke to the neighbor and recommended a rubber mounting above the fan to reduce some of the vibration noise As the fixture was installed by the neighbor and is their property, we are limited in addressing the issue further other than offer advice friendly to both parties TH Properties was previously unaware of these concerns as the homeowner was not familiar w/ the communication process in our company Our system was explained and we will be able to address future issues directly w/ [redacted] Tell us why here
We regret that the buyer is still unsettled about these items In response, the first promotional sign the buyer would have seen about the finished basement was along the roadside It has this wording “On select models and home sites See Sales Associate for details.” The buyers then made inquiry w/ our Sales Associate informed that the promo was no longer validThus there were no select models or home sites available any longer The packet the buyer received contains this wording, “Free finished basement incentive is available for a limited time only See sales agent for details Not responsible for errors or omissions Pricing and promotions subject to change without notice.” This wording is quite clear; nothing more needs to be saidRegarding the second concern w/ the paint, we understand there was a misunderstanding w/ our response to their question However, we responded correctly and truthfully to the question that was asked In answer to whether we paint our walls, our answer is still “yes.” We cannot be responsible for an assumption made in an inquirer’s mind with such a general question We had no idea that the buyer was thinking of colored walls, nor was this the way the question was given to us This is simply a mater of an assumption made from a very general and vague question and we can only respond to what is asked, not what is assumedAs to the location of the kitchen wall on their third issue, our answer remains the same We physically and correctly showed the buyer where the standard house wall would end without the morning room option This is an option as many other things in the sample home Apparently there was some misunderstanding from what we said, but as in all communication, issues are resolved by further conversation or clarification if needed This was done the following day as they continued to pursue this possibility In any case, these last two concerns are strictly what one person said vswhat another said, and we stand firmly by what we communicatedWe have been in additional communication this past week w/ the buyers trying to resolve these matters, but at this point it appears obvious that an agreeable solution will not be possible That being the case we will return the buyers’ full deposit Their check has been mailed to them today
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I am now being told that I have to reach out to the title company that handle my transactionBeing as this was not at all my problem, I feel as though THP should have to reach out to title and continue to resolve this issue Regards, [redacted]
July 10, 2015To Whom It May Concern:I would like to respond to this complaint filed back in February of this yearWe would have submitted our response at that time, but unfortunately electronic correspondence had been sent to an employee no longer with our company; thus it went unnoticedWe are sympathetic with any feelings of neglect to this concern, but please be assured that was not our intent.The complaint regarding the HVAC system was determined to be a slow leak at a joint in the condensate line from the air conditioning systemThis resulted in the water damage described in the complaintThe property closed on January 20, 2012, and our company was first made aware of the situation by a phone call to MrS [redacted] on June 24, We sold the property with a one year warranty on non-structural items such as this and evaluate other concerns on a case-by-case basisBased on the extensive nature of the damage combined with the fact that the home was substantially beyond the warranty period, we recommended that the owners contact their homeowner’s insurance for resolution.We understand the damage that water can cause, especially when untreated for longer periods of time as happened in this caseBased on our assessment of the situation, we feel we made the correct and proper judgment in our recommended course of action to the ownersThat is still our position todayThank you for giving us this opportunity to respond.Sincerely,Dale R
We contacted [redacted] and were able inspect both her home and the neighbor’s home regarding the two concerns The AC noise was resolved on this visit as our technician was able to address the source of the problem As far as the neighbor’s ceiling fan; this fixture is not something that TH Properties installed Our technician spoke to the neighbor and recommended a rubber mounting above the fan to reduce some of the vibration noise As the fixture was installed by the neighbor and is their property, we are limited in addressing the issue further other than offer advice friendly to both parties TH Properties was previously unaware of these concerns as the homeowner was not familiar w/ the communication process in our company Our system was explained and we will be able to address future issues directly w/ [redacted] Tell us why here