Wilson's Kirby Company

At Lennar, it is our overarching goal to ensure that our customers have a pleasant and satisfactory experience. As a result, we strive to investigate and remedy any legitimate issues as soon as reasonably possible. As outlined below, Lennar made every effort to address and resolve Mr. [redacted]'s...

legitimate concerns. 1. Granite Kitchen Countertop Mr. [redacted] previously complained to Lennar about a single fissure in the granite surface of his kitchen island countertop, which measures approximately 4” in length and is the width of a human hair. This fissure has proven incapable of being photographed (at least with Lennar's digital camera) and can only be seen with the human eye when viewed in direct [redacted]light from a very specific angle. These types of fissures are natural phenomena in granite and other natural stone surfaces; it is defined as a void between mineral crystals in the natural stone. Mr. [redacted] has expressly acknowledged, in writing, that natural imperfections—including fissures—are to be expected in granite, and are not considered defects. Regardless, Lennar made many attempts to informally resolve this matter with Mr. [redacted] in 2014, to no avail. Lennar offered to conduct an epoxy repair but Mr. [redacted] rejected that offer. In an effort to secure Mr. [redacted]’s satisfaction, Lennar invited Mr. [redacted] to select a replacement granite slab at Anaheim Stone Works so that Lennar could replace the entire kitchen island countertop. Mr. [redacted] rejected this offer as well. Instead, Mr. [redacted] demanded that Lennar replace all of the granite surfaces in the kitchen of his home. In response, Lennar offered to pay $4,100, which represented Lennar’s cost to remove and replace all of the granite in your kitchen, to Mr. [redacted] to resolve the kitchen countertop issue. Our records indicate that Mr. [redacted] did not respond to this offer. 2. “Squeaky” Flooring Lennar conducted an extensive investigation into and, where necessary, repair of Mr. [redacted]’s allegedly “squeaky” floor. Specifically, Lennar made several repairs to the upstairs subfloor to resolve any floor squeaking, even as far as screwing the downstairs drywall ceiling. After these repairs were made, Lennar has been unable to observe and/or hear any excessive “squeakiness” from the wood flooring in Mr. [redacted]’s home. 3. Master Bathroom Tub Contrary to Mr. [redacted]’s allegations, Lennar has previously communicated to Mr. [redacted] that it is ready and willing to repaint and reset the master bathroom tub. We have tried to arrange a time to conduct these repairs but, to my knowledge, Mr. [redacted] has not responded. Notwithstanding the foregoing and in an effort to resolve all of Mr. [redacted]’s outstanding complaints, Lennar is willing to discuss a reasonable monetary settlement with Mr. [redacted] regarding the aforementioned issues.

I am rejecting this response because:Lennar is totally lying in its response regarding my complaint.1.    The attached picture named as “cracked_granite” was simply taken by using my phone rather than a professional camera. Nevertheless, the picture still clearly shows that the crack is huge. This picture undoubtedly proves Lennar is a horrible liar. What Lennar lied in its response such as “…… a single fissure measures the width of a human hair. This fissure has proven incapable of being photographed (at least with Lennar's digital camera) and can only be seen with the human eye……” is a joke. Who can believe this company anymore?  We will really appreciate if Lennar can find a human hair which is wider than a rope in this world?  On the other hand, our island countertop has a big slope and the hole for setting the air gap is far away from the sink. The waste water from dishwasher’s air gap always floods my house through the inclined countertop. The attached picture named as “water_flood” clearly shows what happened after we used the dishwasher in our kitchen. We were told that Lennar has to replace the countertop’s granite so that the flood issue could be solved. We tried very hard to patiently select the replacement granite slab together with Lennar’s contractor – Anaheim Stone Works. After a few attempts, Anaheim Stone Works told us that they couldn’t find the right granite slab which matched the granite in our kitchen. Consequently, Lennar cus[redacted]er care manager ([redacted]) left us a voice message which promised that Lennar was going to replace the granite for both the island and the counter-top because they couldn't find matched granite. Shockingly, Lennar broke its promise and started to lie shamelessly. 2.    The attached estimate named as “floor1_estimate” from a licensed floor expert firmly proves our brand new house had a terrible squeak everywhere upstairs. Please note that this estimate doesn’t include the repair for the squeak in the bathrooms and laundry which are covered by tiles. Lennar tried a few times to repair the squeaky floor by adding the screws after we reported it. Unfortunately these poor attempts to fix our problem only made it worse. After discovering the problem, Lennar decided to try to fool us with its gimmicks to"fix" the squeaky floors because they didn't want to do what actually needed to be done (opening the drywall, removing the tiles, replacing plywood and joist, etc.). We hired licensed and experienced floor experts--they told us that our new house’s second floor had severe fundamental issues which caused the terrible squeak all over upstairs. We are willing to show the government or any third part the squeaky floor in our house if possible or necessary. You can clearly hear the terrible noise either downstairs or upstairs. We are confident that you will agree that Lennar has no integrity and honesty at all after you visit our house.3.    Lennar have been trying to find shortcuts for cracked master-tub as well. Lennar pushed us to let them repair the damaged tub instead of doing the replacement they should have done from the beginning for our brand new house. We generously gave Lennar the opportunity to fix the crack after Lennar promised they would do an outstanding repair. Lennar also claimed that they would replace a new tub for us if the repair was not good. Unfortunately, the repair was a complete failure and the tub got much worse. Lennar’s service care manager ([redacted]) tried to fool us and refused to replace the tub as he promised before. Lennar’s tub contractor sent its inspector to our house to examine the situation. The inspector agreed that the previous repair was a failure. We asked him to let us copy the inspector's report as a record. Surprisedly, Lennar’s service care manager set up an email between him and the owner of the tub contractor, which indicated that the cracked tub had already been successfully repaired because he didn’t know we had the copy of the report. Lennar completely disappeared after we presented Lennar with the inspector's report to clearly prove Lennar’s service care manager is a liar. In fact, Lennar has manipulated its contractors to fool us and trick us on much more than one occasion. Lennar definitely should replace a new master-tub for us.Lennar is a shameless liar. This company has no integrity and honesty. We fully understand why Lennar was dealt a class action lawsuit due to the bad quality homes it provided for the Woodbury new home project in Irvine, California a short while ago.

Please see attached request

why do I need to go get bids?  I want lennar to fix the issues that they didnt do right.  I would have to take time off of work and get two different vendors to fix this.  I wnat Lennar to fix it please

Over its history, Lennar has delivered tens of thousands of homes in California and we are very proud of our record of having satisfied homeowners.  Indeed, it is our goal to create strong, lasting relationships with our homeowners by making the home ownership experience a positive one.  We stand behind the quality of our homes and strive to resolve any and all legitimate issues in a timely manner with the highest quality customer service.  With respect to complainant’s home, it is, and has been, Lennar’s position that we have gone above and beyond what was required of it in an attempt to secure complainant’s satisfaction.  Unfortunately, and despite our best efforts, we have been unable to do so.  Rather than addressing each of complainant’s statements, which we continue to believe lack merit, it suffices to say that Lennar disagrees with complainant’s characterization of his home’s construction and his account of the relevant events for the reasons described below.  1.            Granite Kitchen Countertop As outlined in Lennar’s initial response, we attempted to work with complainant for many months to resolve the granite fissure in the kitchen island.  Specifically, Lennar offered to: (a) perform an epoxy repair of the fissure; (b) replace the kitchen island countertop; and (c) pay complainant $4,100, which represents Lennar’s cost to remove and replace all of the granite surfaces in the kitchen of complainant’s home, to resolve the dispute.  Complainant rejected and/or refused to respond to these offers.  With respect to complainant’s allegations regarding the current size of the granite fissure, complainant’s attached picture was not attached to his response so Lennar is unable to adequately respond to these claims.  However, Lennar can state that when it performed an initial inspection of the kitchen countertop, the granite fissure was the width of a human hair and was incapable of being photographed with Lennar’s digital camera.  Notwithstanding the foregoing, Lennar remains ready and willing to perform any of the foregoing repairs and/or execute the proposed resolutions. 2.            “Squeaky” Flooring Once again, Lennar respectfully disagrees with complainant’s allegations.  As stated in Lennar’s initial response, Lennar conducted an extensive investigation into and, where necessary, repaired complainant’s allegedly “squeaky” flooring.  After these repairs, Lennar was unable to observe any excessive “squeakiness” in complainant’s home.  3.            Master Bathroom Tub With respect to the master bathroom tub, Lennar agrees with complainant that the previous cosmetic repair needs to be addressed.  Unfortunately, the color of the material used in the previous cosmetic repair was one shade different than the rest of the master bathroom tub.  This is a quick and easy fix – the tub needs to be repainted and reset.  Lennar is ready and willing to perform this minor repair.  It appears, however, that complainant disagrees with this proposed resolution.  Instead, complainant seems to be insisting on the replacement of the entire master bathroom tub, which Lennar believes is neither warranted nor necessary.

We have correspondence from Mr. [redacted] regarding a HVAC system deemed "too small" by an outside HVAC company. We were contacted on 6/23/17 and we opened a service request as our protocol to review the issue submitted. It was determined at that time the homes COE (close of...

escrow) is 11/9/04. The home is approaching 13 years old and the home is out of warranty.  As a builder, Lennar is responsible for certain aspects of a home for a period of up to ten years per California law. Mr. [redacted]s home is beyond that statute. Furthermore, per Mr. [redacted]s email, he claimed to have an extensive HVAC issues in home and Lennar has record of it. We have three service calls to the home in a span of time over 12 yrs. Lennar has no history of ongoing HVAC issues in the home. Any ongoing / recent issues Mr. [redacted] has experienced regarding his HVAC system has not been conveyed to Lennar Homes. I left a voice mail for Mr. [redacted] on 6/23/17. Mr. [redacted] did not return my call. I sent Mr. [redacted] a mailed letter response informing him of our stance on 6/26/17. These communications are logged in our database.  I closed the service request on 6/30/17. Claiming systems are too small or undersized is a common tactic by outside HVAC trades to gain the up-sale of a new unit. Mr. [redacted] is making claims that are unfounded. Especially as we have not had one call for no cooling until this complaint. Unfortunately, Mr. [redacted]s home is out of warranty, we have no documentation of ongoing issues of the HVAC, and as a builder our HVAC systems are engineered and designed to meet state building codes and efficiency standards under Title 24.  These engineered HVAC systems are inspected / approved prior to being installed. The claim they’re too small is incorrect. Sincerely,

The home was transferred to the owner on August 21, 2014. At the time of the closing, the buyer received our Homeowners Reference Guide (HRG). The decisions made by the Company are consistent with the HRG. DOORS STICKING: The Company does not dispute that the paint on the doors sticks to the wood...

door jamb after the doors are closed for long periods of time. This is not a defect in the paint nor in the construction of the doors. The HRG covers door warping in the first year of ownership. Despite the fact that the claim is beyond the one year, the Company offered to measure the doors and replace any that were warped. The owner rejected this offer. New doors will not stop the sticking issue; the doors need to be used on a regular basis to avoid sticking. STUCCO REPAIRS: Cement over cement (stucco over stucco) cannot be “hidden” once the repair is done and new paint is added next to the original paint. The Company acknowledges that it repaired the stucco at the homeowner's request, and that the repair is visible. The inability to match the repair to the original stucco was expressly explained to the homeowner prior to the repair being made, and the homeowner acknowledged the point and requested the repair move forward regardless. Both the door and stucco issues are consistent with the HRG. Given that these are not defects in the design or construction of the home, and that the homeowner was made aware of these issues, no further action will be taken by the Company.