Turbo Press Inc.

Complaint: ***
I am rejecting this response because the agreed upon resolution has not yet been completed and there is still the matter of the inside fireplace brick being painted white We understand that there are variations in natural stone However, when the professional at the design center assures a client that a selected stone color will be white and it is written in the contract that the fireplace stone selection will be "ALL WHITE", the expectation is that the stone will actually be white, not painted white We are requesting that the cost of the fireplace stone be removed from our contract as it is not what we were promised by the design center and therefore not what we paid for After several conversations with the AW team about a resolution and several failures to follow through, we will not accept this resolution until the final product is actually delivered and inspected by us
Regards,
*** ***

Please find the attached StrucSure Warranty that was provided at closing along with the sections of the executed agreement as it pertains to the Warranty and verbal agreementsI also attached a printed screen of all warranties that you have submitted for your referencePurchasing Model Homes typically excludes buyers from the and 2-year limited warranty as in most cases the home was built more than years agoThe remainder of the year Structural is transferred to the buyerI understand this can be seen as a negative but one of the many benefits surrounding model purchases is the discounted final purchase price due to increased number of upgrades installed in model homesThis is an industry standard as model homes among many reasons are an extension of the Design Studio and an avenue to best display possible upgrades available to other home owners that decide to build in the communityBuyers that purchase model homes are able to take advantage of this lower price because New Home Builders accept this operating expense knowing the final sales price will need to be lowered not because the home is less valuable but because the price is based off comparable pricing of homes in the community and or marketI hope this answers your questions

Tell us why here...I appreciate your concern and based on the everything I have learned since this problem has been brought to my attention the Ashton Woods Homes properly disclosed the warranty services that are included when buying a model home through the executed model home
addendum, demonstrated functionality of entire home prior to closing through Buyer's executed acceptance of home prior to closing, addressed all concerns that were identified through Buyer's third party inspection prior to closing, and have assisted in pool manufacture warranty notification/process in getting the pool filter fixed (per the attached)Ashton Woods continues to stand behind our service and hope through continued effective communication we can help guide all our buyers through home ownership, services Ashton Woods provides, Manufacture Services, and Home Owners Performance Responsibility that come with owning a homeAshton Woods Service Department has also provided points of contact to buyer through email to assist in initiating HVAC Manufacture WarrantyI contacted HVAC point of contact and the Buyer has not contacted themThis HVAC carries a 5-year Manufacture WarrantyHere is the manufacture warranty registration link along with the model/serial numbers you may need to start that processThe install dates for the following are 8/17/2012; when registering, you will need to use your close date of 2/3/2017. Model # *** Serial # *** Coil; Model # *** Serial # *** Gas Furnace; Model # *** Serial # *** Condenser***Thank you,*** ***Vice President of Operations

We have attached additional documents with customer signature for home with door in master water closet swinging out - along with their request of the 2nd floor with stairs The floorplan that our customer showed in complaint is a marketing handout that was in circulation prior to their contract The fourth page of our attachment shows the verbiage that is at the bottom of all of our marketing handouts, notifying potential customers that items on the handout can be changed, and to consult with the sales representative This is also on our website We do make plan changes from time to time, and we communicate that in our marketing materials, website, and the Earnest Money Contract our customers sign and agree to If you look at our current website - go to ***.com and click Austin You can then pull up the Avalon plan and see the outward swing of the door Again, even if that wasn't the case, we have the disclaimer allowing for change and we cover it in the contract that they signed and agreed to.Based on the above information, signed acceptance, documentation, and our disclosures at and prior to contract, we will not be making this change

Complaint: ***
I am rejecting this response because the person did contact me and stated they will open tickets or cases for all the issues identified in the inspection report provided to themI have not seen anyone come by or none of the issues have not been addressed
Regards,
*** ***

Our customers agree to making selections from samples, per the attached sections within our agreement and addendaWe understand this can be difficult at times so we continue to support or Community Teams to offer guidance throughout these
selection timeframes to assist our customers the best we canWe express that all natural product such as stone is unique; in that no two pieces of stone are the exactly the same, they will always vary from the sample in color, shade, markings, grain, and pattern shifting are natural and typicalThese inconsistencies need to be considered when selecting natural productsMortar is also a selection that is attached to variations from samples as this is mixed on the job. The aforementioned along with customer's personal trust are the reasons for having our customers agree in writing to these types of selections. Ashton Woods also holds the responsibility of building another Family's Home in high regards and it is very important that are buyers are happy so our Community Staff, Management Team, and the Home buyers have met and mutually agreed to a resolution that is within the terms of our agreement and our customer needs

Complaint: ***
I am rejecting this response because:whoever replied to this complaint had not reviewed the correct floor plan.The attachment they included was outdated.Please take a look at the file attached with this message.The picture on the left column was from their attachment but the right column was the actual floor plan implemented.From the picture it would be clear that what they said in the reply was nonsense, totally irrelevant of the current situation.The reviewer should have paid more attention before they make formal responses to complaints from Revdex.com.I urge that they re-examine the real floor plan before they reply next time Can't they care more?
Regards,
*** **

We have been in consistent contact with the homeowner referenced *** and work is progressing See email chain below from our Warranty department to *** ***

Complaint: [redacted]
Thank you for the reply. Here are the reasons why we use Revdex.com to communicate with Ashton Woods Home.Home Warranty is a concern to us before buying a house. So we asked about it couple of times before closing and were told that we will have one year of full warranty provided by Ashton Woods rather than manufacturer. This was confirmed once again by Ashton Woods sales representative during the final walk through. Based on the above, on May 19th, we have submitted two warranty requests online, one for HVAC and another for sprinkler, and received the automatic confirmation emails from Ashton Woods. On May 23rd, we received the response from your warranty department saying that they couldn't find our requests in the system. So either the system or the warranty department did not tell the truth.  In the response, they said that the home is sold on an "as is" basis. Does that mean the house has no warranty at all? The Model Home Addendum does not indicate no warranty for the house.The front yard was completed just before the closing and the sprinkler system was rebuilt due to the new landscape. Is it also not covered by warranty?With these questions, we submitted a inquiry to your Corporate Contact online page and we have never received any response. Then we tried Revdex.com. Now the question is what warranty we have for this model home? And what are covered and what are not covered?
Regards,
[redacted]

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.
Regards,
[redacted]

Ashton Woods contacted our home owner, last week. We sincerely apologize for our internal disconnect that resulted in missing the 11 month post close visit and assure our buyers this was not intentional. Ashton Woods scheduled the 11 month post close visit for 6/23/17 at 12:00 pm. We...

will properly document any warrantable items during last Friday's visit, honor our 1 year warranty, and ensure the warrantable items receive the proper attention. Thank you for bringing this to our attention and we sincerely regret any inconvenience this may have caused.Thank you,[redacted]V. P. of Operations

We are in receipt of the complaint listed below.  The purchaser chose our “Avalon” plan in our neighborhood of Ridgeview.  The Avalon is one of our best selling floorplans, and we have included the attachment for review - with the customer’s signature of approval.  In over 5 years of...

building this plan, to our knowledge, this is the first complaint we have received regarding the door swing of the master water closet.The Avalon has also been “modeled” in 2 locations.  One in Sweetwater/Lakeway area, and another in Leander/Mason Hills were available for public viewing and review.  This allows potential customers to look at actual design prior to purchasing.  We also ask our customers to review the plans and sign (approving) prior to construction at time of contract.If you review the plan, you can note that to change the swing of the door inward towards the toilet, would allow for very little clearance.  The individual would have to navigate around the door to get it closed within the water closet, which would make entering and exiting more difficult.  For this reason, and the fact that most of customers prefer the current design – along with fully disclosing the plan prior to building, we will not be making a change.As far as the safety concern, we are not completely sure what the customer is referring to here.  This typically is not a “high traffic” area of the house.  However, if someone were to get hurt in the home, in most cases, home owners insurance should cover an event like this.  We would suggest checking with their insurance carrier for confirmation.Our sincere thanks for bringing this complaint to our attention.

Thank you for bringing this to our attention!! Per the date filed of the Revdex.com Complaint of 11/13/17, our internal warranty reporting system reflected no outstanding deficiencies. The open deficiencies in our system were received on 11/14/17. These items indicate cracked tile, piece of interior trim...

that needs replacing and paint touch up. I communicated with our Senior Community Team to look closer at these items as these are not typically covered under warranty. They informed me they met with you at your home on 12/12/17 at 8:30 am and these items do need attention along with a drainage concern. I understand the corrective actions are happening this week and we anticipate all items will be resolved on or before the end of next week. If this isn’t accurate please feel free to let me know directly. However, I would be remiss if I didn’t advise the best avenue to report anything that needs attention in your home is through this link, https://www.ashtonwoods.com/warranty-request. I also attached a copy of Ashton Woods’ StrucSure Home Warranty Coverage Book to reference.Thank you,[redacted]