Wonderland Homes

January 29, Ms [redacted] Revdex.com Serving Denver/Boulder EFlorida Avenue, Suite Denver, Colorado RE: Response to Complaint Submitted by [redacted] Concerning [redacted] Dear Ms [redacted] : The following correspondence is in response to the claims made by [redacted] and [redacted] with respect to their home located at [redacted] (the “Home”), as set forth in the Complaint, dated January 15, 2018, filed by Mr [redacted] with the Revdex.com Serving Denver/Boulder (“Revdex.com”) At the outset, we would like to note that Wonderland Homes is committed to providing our customers with a quality home and unparalleled customer serviceWonderland Homes has developed a customer care process and a comprehensive warranty to ensure that customer concerns are addressed in a timely and appropriate mannerWhile issues do arise from time to time, Wonderland Homes takes pride in its ability to resolve any homeowner concerns in an effort to make sure all of its customers are satisfied and happy with their home buying experience and their home Turning to the [redacted] ’s Complaint, the issues and concerns fall within two categories: 1) added costs incurred due to closing concerns; and 2) workmanship and warranty concernsEach of these categories is addressed below Added Costs/Closing Issues The [redacted] s claim to have incurred additional and unanticipated costs due to issues concerning the closingAs indicated in the correspondence from Mr [redacted] , dated December 3, (and included within the Revdex.com Complaint), upon hearing that the [redacted] s incurred costs due to delays in closing, Wonderland Homes asked Mr [redacted] to prepare a list of such costs and provide the same to Wonderland Homes for potential reimbursementOn December 3, 2018, Mr [redacted] provided the list, which included items such as additional rent paid, charges for rescheduled delivery of appliances and other personal property, lost wages due to additional time taken off, charges for cancellation of services for their children, additional travel expenses by family members scheduled near the closing dates and legal fees incurred (presumably for review of contract documents and to advise the [redacted] s concerning the purchase of the Home) On December 12, 2017, despite contract provisions which advise Wonderland Homes’ customers not to take any action based on estimated closing dates which could expose a customer to any risk or financial liability (including, for example, scheduling movers or deliveries of any sort), Wonderland Homes offered to compensate the [redacted] s for the majority of the added costs claimed, without any further conditions, and without further documentation to support the claimed costsTo date, the [redacted] s have not accepted Wonderland Homes’ offer Workmanship Issues As with most new construction, following closing, punch list items typically remain to be addressed by the builderHere, on December 3, 2017, the [redacted] s provided Wonderland Homes with a list of items to be addressed at the Home, among others previously identified at the closing walk-thru inspectionAs with all homeowners, Wonderland Homes has every intention (and always has) to investigate each and every concern and correct any issues that are found to existWhile some coordination issues arose due to the holiday season and the workload of Wonderland Homes’ contractors and warranty department, progress was made as to some limited issues, and indeed, continues today A representative of Wonderland Homes’ warranty department, Scott R [redacted] , has been assigned to investigate and address the following remaining issues at the [redacted] s’ Home, as set forth in Mr [redacted] ’s January 4, correspondence: 1) Floor in the kitchen; 2) Toe kick; 3) Weather stripping; 4) Concrete driveway cracked; 5) Front door; 6) Gutter in front of home still not painted; 7) Garage door not painted; 8) Exterior trim under window still not painted; 9) Light switch in basement replaced but still has no face plate (exposed electrical wires); 10) Basement bathroom still has blue tape along the whole celling and is awaiting paint; 11) Basement door frame not fixed/painted; 12) Basement bedroom still needs to be painted; 13) Moved towel holder but didn’t paint old hole in master bath; 14) Laundry room door frame still needs paint; 15) Bench at coat drop was sanded but never painted; 16) Face plates on the kitchen island were replaced but molding was never trimmed and the new face plates were pushed back under the molding to get it to fit once again (which obviously did not fix the problem); 17) Speakers in basement not sealed; 18) White paint on carpet; and 19) Power wash garageBeginning on January 16th MrR [redacted] met with Mr [redacted] and has been regularly meeting with them and feels like he has developed a good rapport with Mr [redacted] Based upon MrR [redacted] ’s walk-thru and additional inspections, it appears that most of the remaining items have been/are being addressedTo date, item number from the above list have been resolved and all other items are being scheduled for the end of the week/first of next week Among other work, issues in the [redacted] s’ master bathroom are scheduled for work on today, Monday, January 29, and additional tickets for warranty work are being submitted, after follow up with Mr [redacted] At the end of the day, Wonderland Homes is committed to working with the [redacted] s, as it does with all of its homeowners, to ensure that each and every concern raised is investigated and addresses in an appropriate and timely manner Should you have any questions or need additional information, please do not hesitate to contact me Very truly yours, [redacted] AD [redacted] Vice President, Sales & Marketing Wonderland Homes D [redacted] @wonderlandhomes.com (720) 925-

Initial Business Response /* (1000, 5, 2015/07/09) */
The basic point of difference between what Wonderland Homes has offered to repair or replace and what the Complainant alleges is a matter of semanticsThe doors that the buyer selected are natural wood, and the door style has multiple joints
where wood pieces come together as, for example, at the corners of the doorsThe finish on the doors, as selected by Complainant, is painted whiteComplainant alleges that, because the seams at the joints are discernible, they are cracksAlthough broad definitions of a 'crack' might include a visible line at a fitted joint, such a condition does not amount to a defect that is or should be demanding of corrective action or replacement unless such joint exceeds a width that is uncommon by industry standards
Wonderland did replace one door where the joints in the door suggested a warrantable conditionBy mutual agreement when the cabinet doors were inspected by the builder representative and the cabinet manufacturer's representative with the homeowner, the replacement of twelve other doors was negotiatedEven though Wonderland Homes disagreed that the twelve doors had warrantable irregularities, we empower our representatives to make such decisions in the field, and we stand behind their decision and, in this case, support the manufacturer in the decision agreed upon by its representativeIt was our belief at the time of that meeting that the owner accepted the decision, and that we were replacing doors that he identified as needing to be replacedIn fact, the replacement doors are now on hand and ready to be replaced but for the fact that the Complainant has not allowed the replacement to proceedAs a part of the owners' refusal to allow replacement to continue is an expectation on his part that more 'cracks' will develop over timeGiven that the product is manufactured of natural wood, it may be reasonably expected that over time expansion and contraction, however slight, due to inherent properties of natural wood (e.g., the tendency to expand and contract due to humidity level changes) may result in the joints becoming more or less prominent; unless the definition of a crack extends beyond reason to include fitted joints, such concern does not constitute a current or predictable defect
Though not specifically stated in the Case Description, Complainant has expressed a preference for a different door style that Wonderland Homes did not offerDoors that are finished using a 'Thermofoil' process are fabricated with a medium density fiberboard (thus all one piece) and then coated with a seamless finishGiven that the product is manufactured using a different process, it is a subjective evaluation that one process is better than the otherAs with all such variations, the value of one versus the other is equally subjectiveHowever, given that Wonderland Homes did not offer the product, it is moot; the cabinets offered were of natural wood construction complete with joints and seams
Wonderland Homes stands by our assessment that the cabinets are, first and foremost, consistent with the selections made by the homeowner, and that the allegations of 'defects' are mischaracterizations of joints and seams as 'cracks', a semantic leap that is not supported by industry standardsNonetheless, we expect that the Claimant will not accept our position; therefore, as he has requested, we are willing to submit the matter to mediation
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wonderland's response is full of statementsWe have documented proof and evidence of our claims and statementsWonderland does notHere are our responses to Wonderland's statements
1.) We have NEVER had a cabinet door replaced yetThere was never a total of doors as their statement suggestsWonderland actually offered to replace 16, then changed it to during email correspondenceThis is an example of an ever-changing story that Wonderland comes up withOur claims and statements stay the same
2.) The cracks are not simple tight seams at the joints that are experienced throughout the industry with painted cabinets that have stile/rail jointsAlso, as an ordinary consumer, we had no idea what stile/rail joints were until we educated ourselves on the topic after this issueWe were also NEVER shown cabinet doors with these cracksThese cracks are not and are not industry standard cracksWe have evidence to prove this
3.) Wonderland admitted fault when THEY offered to replace the (later 12) cabinet doorsI/we had issue with more cabinet doors, and had issue with the entire cabinetry quality
4.) Wonderland has already admitted fault to more than one door, and we have documented proof of thatIt's only after I/we pursued the matter further than the cabinet doors that Wonderland starting changing their stance on the issue
5.) I/we have never preferred a different cabinet doorWonderland is misrepresenting my/our simple solution to the issue as something elseWonderland simply asked what I/we believe a solution would be, and the thermafoil option was what we came up with since Wonderland can not provide an acceptable and reasonable product based on their own stated admission
6.) The expectation that more cracks can/will occur comes from Wonderland's own documented statement; and is not from me/usAgain, this is also documented
7.) Our refusal to allow the replacement doors is simply because Wonderland has stated that I will be accepting the replacement doors with the understanding that the cracks can/will happen againThat is not acceptableIt would not make reasonable sense that Wonderland would agree to replace (later 12) cabinet doors when they have stated that the cracks can/will occur againWhy would anyone agree to replace something knowing that the issue (or non-issue according to Wonderland in later correspondence) can happen again? This inconsistency only solidifies our position
In conclusion, Wonderland has changed their story, their stance, and their admissions several timesOur claims and stance has stayed the sameWe have documented proof and evidence of our claims and statementsWonderland does notThe issue is not resolved
Final Business Response /* (4000, 13, 2015/07/27) */
As stated in our previous reply, we have proposed to the Claimant that we proceed to mediationWe're not sure what "other means of resolution" the Claimant has in mind, but given that the contract underlying this entire purchase specifies mediation in the event of unproductive negotiation, we look forward to that process in the hopes of final resolution
Final Consumer Response /* (4200, 15, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We requested mediation several times, and made several attempts to inquire about it, seek guidance, and move forwardWonderland continuously delayed or didn't respond

January 29, 2018   Ms. [redacted] Revdex.com Serving Denver/Boulder 3801 E. Florida Avenue, Suite 350 Denver, Colorado 80210   RE:      Response to Complaint Submitted by [redacted] Concerning [redacted]   Dear...

Ms. [redacted]:   The following correspondence is in response to the claims made by [redacted] and [redacted] with respect to their home located at [redacted] (the “Home”), as set forth in the Complaint, dated January 15, 2018, filed by Mr. [redacted] with the Revdex.com Serving Denver/Boulder (“Revdex.com”).   At the outset, we would like to note that Wonderland Homes is committed to providing our customers with a quality home and unparalleled customer service. Wonderland Homes has developed a customer care process and a comprehensive warranty to ensure that customer concerns are addressed in a timely and appropriate manner. While issues do arise from time to time, Wonderland Homes takes pride in its ability to resolve any homeowner concerns in an effort to make sure all of its customers are satisfied and happy with their home buying experience and their home.   Turning to the [redacted]’s Complaint, the issues and concerns fall within two categories: 1) added costs incurred due to closing concerns; and 2) workmanship and warranty concerns. Each of these categories is addressed below.   Added Costs/Closing Issues   The [redacted]s claim to have incurred additional and unanticipated costs due to issues concerning the closing. As indicated in the correspondence from Mr. [redacted], dated December 3, 2017 (and included within the Revdex.com Complaint), upon hearing that the [redacted]s incurred costs due to delays in closing, Wonderland Homes asked Mr. [redacted] to prepare a list of such costs and provide the same to Wonderland Homes for potential reimbursement. On December 3, 2018, Mr. [redacted] provided the list, which included items such as additional rent paid, charges for rescheduled delivery of appliances and other personal property, lost wages due to additional time taken off, charges for cancellation of services for their children, additional travel expenses by family members scheduled near the closing dates and legal fees incurred (presumably for review of contract documents and to advise the [redacted]s concerning the purchase of the Home).   On December 12, 2017, despite contract provisions which advise Wonderland Homes’ customers not to take any action based on estimated closing dates which could expose a customer to any risk or financial liability (including, for example, scheduling movers or deliveries of any sort), Wonderland Homes offered to compensate the [redacted]s for the majority of the added costs claimed, without any further conditions, and without further documentation to support the claimed costs. To date, the [redacted]s have not accepted Wonderland Homes’ offer.   Workmanship Issues   As with most new construction, following closing, punch list items typically remain to be addressed by the builder. Here, on December 3, 2017, the [redacted]s provided Wonderland Homes with a list of items to be addressed at the Home, among others previously identified at the closing walk-thru inspection. As with all homeowners, Wonderland Homes has every intention (and always has) to investigate each and every concern and correct any issues that are found to exist. While some coordination issues arose due to the holiday season and the workload of Wonderland Homes’ contractors and warranty department, progress was made as to some limited issues, and indeed, continues today.   A representative of Wonderland Homes’ warranty department, Scott R[redacted], has been assigned to investigate and address the following remaining issues at the [redacted]s’ Home, as set forth in Mr. [redacted]’s January 4, 2018 correspondence:   1)                  Floor in the kitchen; 2)                  Toe kick; 3)                  Weather stripping; 4)                  Concrete driveway cracked; 5)                  Front door; 6)                  Gutter in front of home still not painted; 7)                  Garage door not painted; 8)                  Exterior trim under window still not painted; 9)                  Light switch in basement replaced but still has no face plate (exposed electrical wires); 10)              Basement bathroom still has blue tape along the whole celling and is awaiting paint; 11)              Basement door frame not fixed/painted; 12)              Basement bedroom still needs to be painted; 13)              Moved towel holder but didn’t paint old hole in master bath; 14)              Laundry room door frame still needs paint; 15)              Bench at coat drop was sanded but never painted; 16)              Face plates on the kitchen island were replaced but molding was never trimmed and the new face plates were pushed back under the molding to get it to fit once again (which obviously did not fix the problem); 17)              Speakers in basement not sealed; 18)              White paint on carpet; and 19)              Power wash garage. Beginning on January 16th Mr. R[redacted] met with Mr. [redacted] and has been regularly meeting with them and feels like he has developed a good rapport with Mr. [redacted]. Based upon Mr. R[redacted]’s walk-thru and additional inspections, it appears that most of the remaining items have been/are being addressed. To date, item number 5 from the above list have been resolved and all other items are being scheduled for the end of the week/first of next week.  Among other work, issues in the [redacted]s’ master bathroom are scheduled for work on today, Monday, January 29, 2018 and additional tickets for warranty work are being submitted, after follow up with Mr. [redacted]. At the end of the day, Wonderland Homes is committed to working with the [redacted]s, as it does with all of its homeowners, to ensure that each and every concern raised is investigated and addresses in an appropriate and timely manner.    Should you have any questions or need additional information, please do not hesitate to contact me.              Very truly yours,   [redacted] A. D[redacted] Vice President, Sales & Marketing Wonderland Homes D[redacted]@wonderlandhomes.com                    (720) 925-5001