United American Insurance Company

Reviewing the complaint from Mr [redacted] , it appears there are two issues: The finish work on the drip edge The countertop separating at the sink line American Homes response to #the finish work on the drip edge - (customer quote below): "they used finishing nails in my drip edge, which there service manager, Frank, agreed that they do not do this I spoke with Frank approximately two weeks ago in regards to the outside of the house being completed, but to a substandard level I asked Frank if there would be any compensation in regards to the substandard work and it not looking like the lot model that we purchased"Attached are photos of our model home " [redacted] ", that show the drip edge at the gable end is finished the sameMr [redacted] 's drip actually has a much cleaner look than our model The work is not substandard and therefore there is no reason for compensation American Homes response to #the countertop - The countertop was reported to American Homes approximately months after the original walk thru took place "wear and tear" is not covered under warranty and falls under what the manufacture considers "Homeowner Maintainance" When Mr [redacted] mentioned the countertop in May, the factory denied the claimWhat Mr [redacted] doesn't know is that American Homes went "to bat" on his behalf with the factory to get a replacement countertop AH turned the countertop into the factory service department,where the claim was denied Next we went to the service manager who denied the claim, then we went to the plant manager then we went above the plant manager We understand the frustration on the part of all homeowners however, there is a warranty and claim process that factories follow and that takes timeWe want all of our homeowners to be happy with our homes and our service and customer satisfaction is very important to usThe factory will be replacing the countertop mid-OctoberIf there is anything else we can do, please contact us

I have received your letter in regard to ID# [redacted] and gathered information in order to complete the outstanding items at ***'s houseI spoke to [redacted] yesterday and we have scheduled Monday, July 10th for crews from both our Company and the home Manufacturer to complete the serviceI discussed with [redacted] the items to be taken care of and I believe that at present time all parties are aware of what needs to be completedIf you have any questions or need further information please do not hesitate to call ###-###-####Respectfully, Richard S

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me They will be out July 10th to rectify any issues
Regards,
*** *** Consumer provided the following update: I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear
belowAfter the initial July 10th date that Rich
responded on behalf of American Homes, Rich did send a crew out to
finish up the outside of my house However, upon doing so they used
finishing nails in my drip edge, which there service manager, Frank,
agreed that they do not do this I spoke with Frank approximately two
weeks ago in regards to the outside of the house being completed, but to
a substandard level I asked Frank if there would be any compensation
in regards to the substandard work and it not looking like the lot model
that we purchased, in which he replied no Frank noted that they
should be paid in full for "completing the job", even though he agreed
that my house was completed differently Frank stated that they
"allowed me to live in the house without receiving full payment", which I
then replied " I was never asked to pay the final installment and never
denied them any payment, but would like my house to be completed to
satisfaction and within the time frame in which we agreed on My
initial walkthrough was November 7th, The final walkthrough and
completion of the house was supposed to be completed 6-weeks after
that date It is now going on almost a year (year in September) I
spoke with Frank again on Wednesday 23rd He again told me there would
be no compensation on their end for the incomplete items or the
excessive time it has taken to complete I then stated I needed my
house completed by the end of the week and that this has gone on long
enough Frank stated that they were still waiting on my countertop so
they could complete it I then told Frank that his company has known of
the countertop issue since May 5th and that the amount of time it was
taking was again excessive Frank said that he would get back to me by
Friday 8/25/in which he has not contacted me since. My plan is to
pay American Homes a portion of the payment for the work that has been
completed to date The other the money I feel should be withheld
until I get three separate estimates from local contractors to see if
they can complete the job for me At this point, I feel American Homes
has made it very difficult for me to get my house completed as promised
and unwilling to complete to the model lot standards Regards, *** ***

The three outstanding issues are 1) faucet on the southwest side of the house is bent and crookedIt needs to be replacedAmerican Homes service manager performed a final walk-thru with Mr*** when the house was finished. This walk thru consists of a complete checklist, both inside and
out Mr*** signed and dated the report on 12/23/2015. The faucet was checked okay. Mr*** reported a broken faucet late in the summer of 2016, six months after he moved in. Someone broke the faucet; it was not that way when AH crews did their workAs a courtesy, we sent a contractor to look at the faucet today 12/13/and we are waiting on the contractor to get back to us. 2) Siding on the West side of the house is crooked and bent because it was installed wrongAnd it needs to be replacedAmerican Homes hired a sub-contractor in the Spring/Summer of to repair the siding on the house once the homeowner had the exterior steps in place. It is our understanding the sub-contractor went to the house and completed the siding job today, 12/13/2016. 3) The sheet rock in my upper stairwell has a joint on each side of it that was not tapped properly and it needs to be finished the proper way. The sub-contractor tried to call the HO and do the interior sheet rock work as needed. As of mid-day today 12/13/2016. The HO has not called the sub back. 3) The sheet rock in my upper stairwell has a joint on each side of it that was not tapped properly and it needs to be finished the proper wayTwo of these three items are the results of poor workmanship by a subcontractor that was very rude and none professional, and he takes no pride in his work and he is very disrespectful to the customers

Customer satisfaction is always of the utmost importance to us here American HomesAlthough Mr*** has received the stamped prints which he paid the $1,for, American Homes agrees to refund $of the $1,he paid for the stamped printsHopefully this satisfactorily resolves this
issueSincerely, American Homes Frank F

We forwarded the 9/complaint to the factory on 9/ Please see attached document and note that 9/was a holiday AH has been and will continue to work with the HO and factory to resolve service work

We purchased a home from American homesWe moved in last JanuaryWe have had multiple issues with the quality of our homeWhen we first began working on our house we had multiple leaks because the pipes connected to the toilets leaked because they were never tightened This HO hired their
own “on-site” plumber. They should have “air-tested” before charging the system. This would have prevented any leaksIn addition, we address Utility Connections in our Set Up & Installation Manual, given to every homeowner prior to the delivery of the home. AH was never notified of any leaks. So large areas of our ceiling in our kitchen were replaced twice because it flooded our upstairs and leaked down into the second floorPlumbing in the ceiling of our dining room leaked because the pipes weren’t gluedOur biggest problem has been that our upstairs furnace has never worked AH set the house in September 2016. The HO took occupancy in January 2017. During the 2016-heating season, we were never notified about the upstairs furnance. We have had two people come look at itOur family heating guy who has his own heating company and the guy they sent overThey both agreed that the duct work that American homes put in our house in the floor upstairs is too small and the only fix is to rip out over ceilings for what will be the third time now and replace all the duct work with the correct sizeBoth guys that cane asked why they would put two furnaces in a houseThey also were very surprised someone who is in business for building houses wouldn’t know the correct size duct work that goes into a house AH does not install the furnace or duct work. These are systems engineered by the furnace company and the manufacturer of the home. Again, we were never notified of any furnace issues until November 20, 2017. We contacted the factory regarding the size of the furnace in relation to the size of the duct work, it was determined by the factory that all we need to do is install additional vents and change the furnace setting to run at 30,not 60,BTU’s. “Ripping out” ceilings is not the most logical approach. The furnace over heats and shuts off after two minutes of runningThe duct work gets over heated and blows out a horrible sewer smellThey also never put any water in the hot water heaters trap so that also put out a horrible smell This is HO maintenance It is a common occurrence; an unused drain will dry up. Simply adding water to the drain on occasion will eliminate this odorThey didn’t put a fresh air intake for the furnace through the roof so we had to get someone to do thatThey didn’t wire the thermostats correctly so has to have someone redo thoseThey put a screw through the electrical wire upstairs so one whole wall which included a bedroom and two bathrooms didn’t workAH did not do this work. A business that builds houses should know better than allow all these things to be wrongWhen you buy a house and spend as much money as you do you expect to get a house that everything works inI?m disgusted by their lack of knowledge of building houses when that is their jobBuilding houses is supposed to be what they do and not knowing what size duct work goes into a house is ridiculousThey must like spending money because it’s going to cost a lot to fix itAH is taking care of this simple repair on 12/19/ I? can’t wait to hear what way they plan on fixing it either way it’s going to be inconvenient for us who will have to live in a construction zone

Mr*** call and left a message that he spent $for a new post sometime in DecemberI sent out a check on 1/23/for $to cover his time and the post he purchasedI hope this resolves this issue

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThough it is not a full refund, I find it to be reasonableI have not yet received a check, but was told it will be sent out this weekThank you
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. They sent a check for $Regards,
*** ***

Reviewing the complaint from Mr. [redacted], it appears there are two issues: 1. The finish work on the drip edge 2. The countertop separating at the sink line.  American Homes response to #1 the finish work on the drip edge - (customer quote below): "they used finishing nails in my drip edge, which there service manager, Frank, agreed that they do not do this.  I spoke with Frank approximately two weeks ago in regards to the outside of the house being completed, but to a substandard level.  I asked Frank if there would be any compensation in regards to the substandard work and it not looking like the lot model that we purchased". Attached are photos of our model home "[redacted]", that show the drip edge at the gable end is finished the same. Mr. [redacted]'s drip actually has a much cleaner look than our model.  The work is not substandard and therefore there is no reason for compensation.  American Homes response to #2 the countertop - The countertop was reported to American Homes approximately 6 months after the original walk thru took place.  Normal "wear and tear" is not covered under warranty and falls under what the manufacture considers "Homeowner Maintainance".   When Mr. [redacted] mentioned the countertop in May, the factory denied the claim. What Mr. [redacted] doesn't know is that American Homes went "to bat" on his behalf with the factory to get a replacement countertop.  AH turned the countertop into the factory service department,where the claim was denied.  Next we went to the service manager who denied the claim, then we went to the plant manager then we went above the plant manager.  We understand the frustration on the part of all homeowners however, there is a warranty and claim process that factories follow and that takes time. We want all of our homeowners to be happy with our homes and our service and customer satisfaction is very important to us. The factory will be replacing the countertop mid-October. If there is anything else we can do, please contact us.

I am responding to complaint ID# [redacted] which I received on May 17, 2016. We are the dealer of the modular home that was built by [redacted] home's for our customer. The home was ordered with the under cabinet microwave omitted by the customer, when this is done the factory installs a range hood with a...

taller cabinet. In this case, the customer wanted to install their own under cabinet microwave and the factory agreed to change the wall cabinet to provide room for this. From my knowledge, on [redacted]'s first service visit they completed several items and measured for the proper cabinet replacement (mistakenly measured). When [redacted] arrived on their second service visit the cabinet was the wrong size due to the mistaken measurements. I understand their frustration and empathize with them due to the inconvenience this has caused. I spoke to the factory directly yesterday to get this resolved and they in turn, contacted the customer directly. See attached copy of the email I received from them to confirm this. They are building another cabinet this week and will contact the customer directly to schedule a time that is convenient to install it. Both American Homes and [redacted] Homes try to provide quality new homes and satisfy all of our customers for many years to come. We will stay in contact with all parties to ensure this get resolved. Respectfully Richard S. Service Manager

Hello, yes, some issues were fixed, 1 of them...the floor was fixed, but a couple days later, another part of floor is now popping up....they still have to fix 2 doors, windows, & back splash,  They are terrible at getting back to me, UNTIL I make a complaint to the Revdex.com, I have waited months to get them to even respond to me, Have had to take MANY days off work & when they do come they NEVER fix everything, I did get a call from Kathy today, But that doesnt mean much, & until everything is fixed, I do not want to close this....Thank you, [redacted]

I have received your letter in regard to ID# [redacted] and gathered information in order to complete the outstanding items at
[redacted]'s house. I spoke to [redacted] yesterday
and we have scheduled Monday, July 10th for crews from both our Company and the home Manufacturer to complete the service. I discussed...

with [redacted] the items to be taken care of and I believe that at present time all parties are aware of what needs to be completed. If you have any questions or need further information please do not hesitate to call ###-###-####. Respectfully, Richard S.