Ashton Woods Homes

Ashton Woods Warranty Representative and VP of Operations met Mrand Mrs [redacted] last week to review the list of outstanding items We agreed to do as much work as possible on Saturdays and Mrs [redacted] said she would try to take off early from work one day to allow us to do some work on the inside of the home We reviewed the work that has been done to the drainage issue behind the garage We will wait for the next rain event to make sure the issue has been resolved Bow in siding over garage - This was repaired on Saturday but we will need to do a drywall repair inside and paint touch up Add trim molding around the tile at the fireplace Touch up drywall and paint on interior of home and in the garage Provide touch up paint I have reviewed the electric bills and have worked out an agreement for compensation due to improper wiring of the HVAC thermostats They should receive the check by November Our goal is to complete all of the repairs by November

As of today we are working to resolve the water leaking through the garage wall. To resolve this issue we have reworked the grade and landscape behind the garage to ensure positive drainage away from the home. We have also extended the condensate drain to a better location to
make sure water does not pool in the area behind the garage. Ashton Woods Homes is also adding rain gutters on the side of the home to direct water away from the garage in heavy rain events. The gutters should be installed by 10/28/14.
Before we can address the high electric bills we will need copies of them. Ashton Woods has contacted the Customer and left messages asking for copies of the electric bills but has not received a response. We will leave a door knocker on their front door in case the contact information we have it outdated.
Brick Mortar needs to be added around the window trim by the front door. This will be done by 10/28/

Complaint: [redacted]
I am rejecting this response because: The work is not yet completed
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Mr. [redacted] was informed that the
best time to contact myself would be over the weekend, due to my work schedule.
Because this issue has not be rectified in over 12 months, the drywall inside
of the garage is showing signs of water damage, and the foundation in that area
appears to contain moisture.
I am concerned for my family’s well-being
at this point because of the possibility of mold. Ashton Woods representatives ([redacted],
[redacted], and Matias) have been aware of the free standing water on the side of the
house coming from the air conditioner unit (which is where the foundation consistently
appears to moist on the inside of the 3rd car garage), but failed to
properly address this issue only until this point where a second complaint has
been filed with the Revdex.com.
                Mr.
[redacted] has also failed to complete the repairs to the hole in the ceiling near
the light bulb of the 3rd car garage , nor has coordination from anyone
to come back to paint the walls in the garage where previous work was done
several months prior. Mr. [redacted] has also failed to repair the siding on the
house that is bowing. Another work order that was reported to Ashton Woods prior
to the homes warranty expiring.
                Ashton
Woods’s representatives [redacted], [redacted], and [redacted] have all procrastinated in
regards to the fireplace repair that was noted prior to closing with [redacted]
during our final walk through inspection (this and the water leaking from the 3rd
car garage were conditional major repairs so that Ashton Woods could keep the
second scheduled closing date because the first deadline was missed. [redacted]
informed both my wife and I that this would be a major repair, but nothing has
been completely repaired to date.). A drywall repairer came to the home on
several occasions but only evened out one side of the fireplace but not the opposite
side, a painting crew has come out to cover the damaged wall on the opposite
side, however this issue has never completed.
[redacted] promised that a touch up paint
kit would be provided to us, to replace the molded paint that was left in the
garage by Ashton woods workers when we took ownership of the home. This has yet
to be provided.
[redacted] did authorize the lowering
of the entrance chandelier provided that my wife and I purchased or own
chandelier because management would not authorize the purchase additional chain
links to lower the original chandelier another 12 feet. (The foyer entrance is
a 22ft ceiling, which only a 6ft chain was attached to the chandelier)
                Please
find attached some of the electric bills that were provided to Ashton Woods, Representatives
Belinda, and [redacted] whom informed my wife and I that this issue was being handled
by upper management months ago.

Complaint: [redacted]
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 them. I have not seen anyone come by or none of the issues have not been addressed.
Regards,
[redacted]

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

Ashton Woods Warranty Representative and VP of Operations met Mr. and Mrs. [redacted] last week to review the list of outstanding items.  We agreed to do as much work as possible on Saturdays and Mrs. [redacted] said she would try to take off early from work one day to allow us to do some work on the inside of the home. 
 
We reviewed the work that has been done to the drainage issue behind the garage.  We will wait for the next rain event to make sure the issue has been resolved.  
Bow in siding over garage.  -  This was repaired on Saturday but we will need to do a drywall repair inside and paint touch up.   
Add trim molding around the tile at the fireplace. 
Touch up drywall and paint on interior of home and in the garage. 
Provide touch up paint.  
I have reviewed the electric bills and have worked out an agreement for compensation due to improper wiring of the HVAC thermostats.  They should receive the check by November 18.  
Our goal is to complete all of the repairs by November 15.

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]

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]

Our customers agree to making selections from samples, per the attached sections within our agreement and addenda. We 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 can. We 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 typical. These inconsistencies need to be considered when selecting natural products. Mortar 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.

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 home. Ashton Woods Service Department has also provided points of contact to buyer through email to assist in initiating HVAC Manufacture Warranty. I contacted HVAC point of contact and the Buyer has not contacted them. This HVAC carries a 5-year Manufacture Warranty. Here is the manufacture warranty registration link along with the model/serial numbers you may need to start that process. The install dates for the following are 8/17/2012; when registering, you will need to use your close date of 2/3/2017.  Model # [redacted] Serial # [redacted] Coil; Model # [redacted] Serial # [redacted] Gas Furnace; Model # [redacted] Serial # [redacted] Condenser. [redacted]. Thank you,[redacted]Vice President of Operations

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.

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]