When Pigs Fly Inc

Dear Mr***, We received your complaint through the Revdex.com on July 29th On July 27th, our warranty department received a warranty request regarding your fencePer our warranty agreement we have business days to respond to warranty requestsOther than the
fence warranty submission we did not have any other open claims Since the receipt of this complaint, *** ***, the Superintendent of *** ***, as well as his Supervisor, *** ***, met with you and your wife directly on August at 11:am, to go over your other concernsIt is our understanding that they are working closely with you to complete the warrantable items Please note per our warranty agreement, and maintenance manual ALL items must be turned in writing to our warranty departmentNo items shall be turned in to our sales office or superintendentsThese procedures are in bold throughout our warranty manual, which was provided to you at contract, as well as given to you at the walk throughThe warranty phone numbers, and emails are repeatedly referenced throughout the warranty manual and packetThere is no way for our company to track your warranty items, if you are sending these request directly to our superintendents or sales staffThis procedure is in place to make sure that there are no outstanding warranty items that go missed, which protects youTexts, phone calls, and/or emails will not be responded to by our sales staff or construction staff in regards to new claims Also we would highly recommend you reference your homeowner maintenance and warranty manual, which will also serve as a great tool on determining what is considered warranty, homeowner maintenance, as well as what is to be expected when repairs are performed on your home We understand your frustration, and it is always our goal to have all of our customers happy and comfortable in their new homeWe are thankful for the growth that is happening in the Coastal Bend, but with growth comes growing pains, which accounts for some of the delaysWe apologize for that, and we are working on our procedures, as well as more staffing to help eliminate these frustrations We appreciate your business, and we are sure that *** and *** will do their best to make sure you are satisfied Best Regards, *** ***
** ** *** *** ***

Customer and construction supervisor have met, warranty repairs have been scheduled and started today

Complaint: [redacted]
I am rejecting this response because all items that are outstanding were on the original walk thru of the home before closing on the home on July 1, 2014. In August, an email was sent to [redacted]. asking when the repairs on the home were going to happen. As for referring to the owners warranty manual, maybe you should not tell your homeowners they must wait 45 days before submitting request. Those request should be new items after moving in not issues that were original issues (dining room ceiling repair, living room ceiling repair, doors sticking, etc.) We were directed by [redacted] the superintendent at that time that he would handle things, which fell thru each time, we were asked to take time off of our employment continuously only for contractors of Hogan Homes not to show up as scheduled. The only thing that was not submitted was the fence recently in which Hogan Homes contractors who were leveling lot 19 before sod was laid last month (7/15) ran their bucket on the front of their tractor all along our fence and damaged it. That is not a warranty issue, that is a contractor issue. The repairs that have been attempted are unsatisfactory and do not match the original and therefore it should be properly done and not still in waiting a year later. Expansion joints should not have to be placed in a brand new home within six months of final building, they should have originally been placed if necessary. Yes a meeting has taken place and within 48 hours we received an email not even a formal letter with information that was partially incorrect t. Once again, Hogan Homes is attempting to lay blame on the homeowner  for quote "submitting claims through warranty" when the blame for POOR SERVICE, POOR QUALITY and POOR COMMUNCIATION is on their behalf.
Regards,
[redacted]