Tradition Homes

Initial Business Response /* (1000, 7, 2016/12/13) */
In response to the complaint filed by ***, case # *** Ms*** states
"If there are minor issues or issues that should have been installed or completed correctly at start I feel the builders should just be available to me instead
of giving me the run around, telling me to file claims with the home warranty company that only deny my needs to only come and finally handle the issues they should have already handled rather than email after email, claims, and denialsThey should take it upon themselves to not need the builders to zap the homes up making lots of mistakes to only have unhappy homeowners, and builders that cannot handle the issues needed in a timely manner, nor professional mannerAt closing I was asked to sign a punchlist that was incomplete that I was stating was 100% completeWhen I asked the builder, Derek, why was I signing something that said it was 100% complete when it was clearly not, his statement to me was "Well you just won't close"
Construction Managers David S*** and Derek T*** have made themselves available many times to help Ms*** resolve her concerns about her townhome purchaseNot only have David and Derek made themselves available, the office staff, as well as the suppliers and trades have tried to accommodate her requestsMs*** makes it extremely difficult to accommodate her request, as she does not answer her text, emails or phone calls in a timely fashionMs*** made a statement to David that she changed her voicemail as one of the reasons she does not respondIn her complaint Ms*** makes the statement that she was asked to sign a punch list, that while incomplete, stated it was 100% completeThe final closing walk thru was completed on 10/18/and conducted by Derek T*** Both Ms*** and her realtor were presentThe walk thru list had items from the previous walk that had all been completed and fixedThere were eight additional items pointed out by Ms*** at her final walk that she wanted addressedWhen asked to sign off the completed walk list that contained the original items Ms*** asked what would happen if she did not want to sign the walk listDerek T*** told Ms*** we would not close until she signed offMs*** was advised by her realtor to sign off on the walk form and go to closing because the original items had been completedDerek also stated that he would address the additional eight items found during the final closing walkDerek completed seven of the eight items that morning before the closing occurredThe only remaining item not completed was replacing the noisy disposal, which had to be orderedAfter Ms*** closed and moved in, she discovered that the installed toilets were incorrect and not what she had selectedThese were not discovered during any of the previous walksThe toilets and disposal were scheduled to be replaced by the plumber the following weekMs*** left a key with construction manager David S*** to gain entry to her home to replace these itemsWhen David and the plumbers showed up to replace these items they could not access the house because the key Ms*** gave to David S*** did not workDavid and the plumber could not enter the house to complete the warranty service at this time and everything had to be rescheduledWe then requested going forward that Ms*** be present when we enter her home for any repairs or warranty itemsWhen the plumbers installed the new disposal they made a mistake and did not remove the dishwasher drain plug causing the dishwasher not to drain, this has since been resolved
Ms *** states she has filed claims with the "warranty company" that have been deniedMs *** did not want to follow the warranty procedure when requesting service after her closing dateTradition Homes documents all warranty claims through 2-*** Warranty to help buyers understand what their warranty covers and does not cover*** warranty tracks all service requests and claims, which protects the buyer and builder, and helps schedule all service requests so there is a record of what was completed and whenMs*** requested items on November 1, through the warranty service, some of these items were on the original walk list, which had already been completed prior to closing, some items were not warrantableAll the items on the list have been address and corrected except for the roaches and scuff mark on the floorTradition Homes cannot warrant against pest, insects, roaches, or damage that occurred during the move in processI have attached the request from 2-for your review
In review, we have addressed every concern Ms*** has requestedUnfortunately, we cannot meet Ms***'s expectation, as some items are not warrantableMs*** had professional representation and followed the professional advice of her realtor to close after the final walkHome construction is not a perfect science and homes are constructed from imperfect materials and cannot be perfect in form or fashionMs***'s home is within all tolerances and warranty guidelines and all items on the warranty list were addressedSome items occurred awhile Ms*** moved into her property and were not warrantableWe have made every attempt to accommodate Ms***'s schedule but she has made it very difficult with the lack of call backs or follow up and providing the wrong keys to gain accessWe are happy to provide copies of all emails and text that document our attempts to communicate with Ms***One last note, we are not sure what Ms*** means in her statement when she states "zap the homes up"
We understand you are requesting warranty service for the following items:
Item # Reported Item Arch in front window is not a straight curve I have no window screens in some windows Crack in floor piece of staircase at the bottom level on left Toilet paper holder was knocked loose when light switch was fixed 10/21/Bedroom corner wall was really curved and it has since been repaired but I am not feeling comfortable about why it was left that way and why it was not squared and how it now is Bathroom light is set off the wall in upstairs bathroom Bad boards on deck were used Cabinet doors are not close enough, there is a separation showing the shelves inside Scuff on dining room floor that was not there prior to repairs completed while I was at closingWas not there previously that morning after my 2nd walk thru Knot on bottom level floor close to steps as if a rock is under the floor Paint still on steps Drawer in kitchen was promised to be replaced next to window Comfort toilets (downstairs) were not provided There is a window run off on all other Frederick units, but not mineI was told the home beside me having them was a mistakedents in garage frame on top and no I did not put them there on move in Loose cabinet knobs as they are stripped, cannot tighten Items on punch list were not completed, even though I signed and was told would not close if I didn't sign Concrete is broken on sidewalk up to home in front of kitchen window Just last night we saw separate ck roaches climbing up the same wall and no I did not bring them with me, I didn't have roaches beforeNo plants were brought in none of that
***, *** Denver, Colorado, ***
Toll-Free *** Fax *** Email ***
For your convenience, we have provided a chart listing the Construction Performance Guidelines for each of the reported itemsThese guidelines can also be found in your Warranty bookletIf you need a copy of your booklet, please let me know
We are happy to serve you on behalf of Tradition Homes, LLCIf you have any additional questions, please feel free to contact us at *** or ***@2-10.com
Respectfully,
Lisa H***
*** Warranty Services
cc: Tradition Homes, LLC (sent via email)
***, *** Denver, Colorado, ***
Toll-Free *** Fax *** Email ***
If Tradition Homes, LLC determines the requested items are Not Covered, you may be responsible for any related service charges to the appropriate contractor(s)
Deficiency
Construction Performance Guidelines
Builder Responsibility
Exclusions
Reported Item: Arch in front window is not a straight curve
No Damage
Exclusion Any condition which has not resulted in actual physical damage to Your Home
ExcludedNo action required of the builder
Reported Item: I have no window scr
Initial Consumer Rebuttal /* (2000, 9, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I closed on 10/21/which was the follow up walk through from the original on 10/18/No items of concerned were addressed until I had emailed and called and requested assistance where I had no response or help to get the issues addressedI have a job to do, I cannot keep doing thisDavid has lied, Derek has definitely liedI have responded to all calls except the one email David sent in response to my voice mail or text via cellHe did leave me one message that I did not get until several days laterHe was rude in that voice mail as far as telling me if he gets respect (which I was not disrespectful I was only asking for his help in getting the issues with the home addressed and I was tired of waiting for them to respond to the issues they left behind, such as comfort toilets that were requested 7/12/when I signed the initial papers to purchase the home, it was the least he could do)I called and text multiple times before any of their efforts to return my callsI did leave him the wrong key the one time he said he would be there, and every since I have had to do this to get any response from either, and they have both procrastinated to the issues that really should have been addressed within a few weeks of me moving in on 10/21/They removed paint from my steps 10/18/16, on 10/21/the paint was still there, and the only time they came in to fix any of the items (other that the boards replaced on the deck) the paint was still on the steps when they leftOn that day, when David came back, he left with the workers that had been there and never even told me they were done, they just leftThis is a prime example of what I have had to be up against after purchase of the issues that were "left" behindObvious issues that the home owner had to point out, complain about and was hassled to have the issues addressedI am not perfect and did miss phone message, and did sadly mistakenly give him the wrong key on the only opportunity I was offered a beginning to getting the issues addressedIt has been a horrible experience dealing with these two, and I would have rather them tell me they really didn't have time and would get to all my issues within the first couple of monthsOn 10/18/and 10/21/they asked me to make a list and they would address any issues I hadWhich I didThey asked this of me and told me that it would be better to get the list together and turn it in around the 11th month because things would come up as time past (towards the end of their obligation)I cannot help that I had so many issues that were just not acceptable to me at move in and I would have given them time to fix the issues I just didn't see any concern from them about what my complaints were and was lied to about how things were put on other units like mine but were not added to my home because it was a mistake putting it on the other homesThe attitude from Derek telling me the day of closing that even though the items on the punchlist were not 100% complete but I was asked to sign that they wereYes he said, "Well you want close today" with the attitude of someone that did not care about his customers happiness with his end product at allI am not going to go back and forth over these issues any longerIn the end if I have to pay someone to come and fix issues that come up, this would be easier and I would probably be happier with the result rather than start this back over again