Century Communities

We have been working with the homeowners on their various issues and believe we are making good progress We are scheduled to meet with the homeowner on 4-to have the duck-work cleaned and review any other outstanding issues that still exist

Email correspondence was sent to Mr*** on January 24th regarding the foundation letterAdditional emails have been exchanged regarding the receipts of the radon testing to obtain the reimbursement in the addendum R of the contract

Granite was repaired and signed off by the homeowner No further action.Home was designed and built per plansthis home came with a foundation drain that was passive and drained to a location on the projectThis was designed by the soils engineer and the homeowner received a copy of the soils
summary when they purchased the propertyThe soils engineer did not require the installation of a sump pit and pumpthe Warranty technician has shown the homeowner the location foundation drain empties and has offer to do so againA sump pit and pump was not requiredHomeowner chose to do this on their ownPer their warranty they are not to make voluntary payments or repairs without written consent from Century CommunitiesSo there will be no reimbursement.Basement floor is not a structural element of the homethe floor heaved and was reported after the one year warrantyAlthough Century provided some assistance as a courtesy after the first year warranty the heaving floor is not a structural element and therefore not warrantable after the first year.In addition the homeowner has been notified in writing that they had changed their gradeThe first time Century came and repaired the grade as a courtesyThe second time the homeowner had heavy equipment on the back yard grade and was informed in writing during that time that there would be no further action on the drainage of their yard.Homeowner contacted me and I went and looked at the homeCentury completed several repairs that were not warrantable as a courtesy and we have offered to again have the foundation monitored by an engineer to see if there is any movement in the foundationThe last time this was done no movement detectedThe Warranty Dept has not heard back from the homeowner as of yet to schedule this

Complaint: ***
I am rejecting this response because:I need to speak with the company rep at my house before I accept the response
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***-***

First of all I would like to point out that this complaint says they sent in a complaint on 1-20-16, we never received a complaint during that time frame so I want to apologize if it appears we have not responded, we take these complaints very seriously and try to respond in a timely manner
Based on this letter it appears there was a break down in communication and a delay in closing on the home due to power issues to the community, we certainly apologize for any problems that this may have caused I understand that this home along with others experienced drywall damage to the ceiling of the upstairs bedrooms due to some blizzard driven snow two weeks ago While this is often excluded from many home warranties as and an act of nature we have elected to take responsibility for this and have met with the homeowner and have already started repairs to the effected rooms As we pointed out to the homeowner, while we do not compensate homeowners for the inconvenience these repairs may cause we do agree to reimburse homeowners for actual out of pocket expenses that may occur as a result of the repairs This would include hotel and food expenses if the homeowner has to move out during the repair process These expenses must be agreed upon beforehand We will try to resolve this and any other issues that are outstanding in this home as quickly as possible and we appreciate the homeowners patience while we do so

Initial Business Response /* (1000, 6, 2015/08/18) */
I can only suggest that the homeowner contact the local office in Georgia and request a meeting with the customer service department and or the Sales department to address the concern over the covered patio issue, I'm sure that if the homeowner
paid for a covered patio, one would have been installedI cannot resolve these workmanship issues from Colorado, the homeowner must deal with local personnel
Initial Consumer Rebuttal /* (3000, 8, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have delt with the local office with no response on the major issues such as th siding hanging off the house and warped garage etc
The response to the patio was basically "oh well"
This is why I am trying to reach the corporate office in Colorado for these issues to be resolved
Final Consumer Response /* (4200, 12, 2015/09/18) */
Received a message last week from century called them back times since Monday still no call back
Final Business Response /* (4000, 14, 2015/09/21) */
September
Ms*** ***
Trade Practices Specialist & Helpline Specialist
Denver/Boulder Revdex.com
*** *** Street
Denver, CO XXXXX-XXXX
Complaint Case #: XXXXXXXX
Dear Ms***
In regards to the customers replyAfter multiple attempts to connect on each of our parts, I was able to finally have a conversation with the H.O.'s yesterday (Sept 15)I apologized for their experience and explained that was not typicalI also let her know *** & *** were my best team and they would be in contact with her today (Sept15)I reviewed the concerns with Erin today and also asked her to verify the correct email address & contact info to ensure there is not future breakdown in communicationWe will address their concerns and see if we can't get things back on trackIn closing, I gave them my direct line should anything go astray again and asked them to contact me directly
We do appreciate the opportunity to resolve our customers concerns via the Revdex.com
Sincerely,
*** ***
Vice President of Customer Service, Century Communities - Atlanta

Century Communities has confirmed the deflection in the floor trusses *** *** has concerns about meets or exceeds the design and code per the engineer’s reportNo further action will be taken

The agent *** reached out to our area sales manager roughly a week ago that explained everything in the complaint. The area sales manager called and immediately apologized and asked if the buyer still desired to purchase from CenturyThe homebuyer stated yes and asked if we could have a
conversation with herThe area sales manager and agent agreed and they all got on the phoneThey explained the options that were pre-selected for the home and what she could and could not changeI explained the pricing, our process etc.. At this point the homebuyer told the sales manager that she had made the Revdex.com complaint and asked her if she moved forward with purchasing a home and felt we delivered service she expected would she remove the complaintShe said she would update it The sales manager also told the buyer that she would get her with a new agent to start fresh and that would give her the service we pride ourselves on. Customer and agent met with our agent ** at *** over this past weekend and buyer wrote on lot They loved **. They asked ** for an incentive for their ordeal with *** The sales manager called *** her agent first thing Monday AM and explained we could not offer her any additional incentives but that we showed how serious we took her concerns by reacting quickly and providing her with the service they had promised herHer agent understood and said she defiantly still wanted to move forward and that she was happy The sales manger told her we would execute the contract that day. The buyers now have the area sales manager’s number should the need arise again ** sent her a personalized thank you note as well We believe the matter to be resolved

A copy of the CC&R's were provided to the homeowner which does outline the many limitations and restrictions for the community as a wholeThe specifications of the fence can not be amended at this time by Century Communities and is now at the Homeowners Associations discretion to allow any
changes

I spoke with the homeowner today 10-7-and confirmed the our electricians showed up on the afternoon of 9-and were able to address all of the lighting issues in question Thanks for your patience as we work through these issues

Initial Business Response /* (1000, 7, 2015/09/18) */
Century Communities Vice Pres. of Sales Operations has reached out to this home buyer via telephone and we are trying to address their concerns. Thanks you.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/22) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
I have not received any such call from the Century Communities Vice Pres. of Sales Operations. My complaint is not resolved in any form or fashion. I still need to speak with a representative from Century Communities who can address and take action regarding my customer service complaint. At this point, I do not feel speaking or working with Kelly Austin will suffice and need another Century Communities resource to work with.
Final Business Response /* (4000, 11, 2015/09/30) */
We have in fact reached an agreement with the home buyer yesterday 9-29-15.
Final Consumer Response /* (2000, 14, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I have reviewed this situation with the Construction Superintendent  and the VP of Construction, this was simply a plan change to bring the water line from an outside wall into an inside wall to better protect the water line from freezing during the winter months.  Our Sales Contract...

clearly states that we have the right to make such changes, this should be considered an improvement to the plan.  We regret that the homeowner was unaware of this change since they were coming from out of state.  No refund will be offered as this is not a defect but simply a plan change.

Complaint: [redacted] I am rejecting this response because:I want Century to put in legal writing that they are going to fix, repair and replace what I have mentioned in this complaint letter...

to Revdex.com and also the inspection report that they were given. Along with what we submitted directly to them several times through their warranty and repairs on line form. I want this to be finished by February at the latest. We have had several meetings with Century to go over on going issues and things are never resolved. We have lived in this condo since September 2015 and I am still dealing with problems and issues prior to the time we moved in. I don't want to have Century say we are meeting with us to discuss things.  We have done this already several times and nothing is resolved. It continues to be an ongoing problem that turns into another problem. The basement continues to be a major problem. In October of 2016 we had to go to a hotel for two nights because of problems. Century said at that time that everything was okay and fixed then. Obviously not. I also want some type of reimbursement for time that we have had to give, leave our jobs because of the ongoing problems, no shows from Century people, the contractors, plumbers, the electrician, etc. I want this over and done with. I
Sincerely,
[redacted]

Revdex.com:We still would request a completion date for the items submitted, as of today, we are still waiting to be notified of date.  Our history with this company gives us continued concern that without our regular follow up, items will not be completed. 
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

As we committed in our last response that the area manager will be in contact with the homeowner to come to a resolution with issue and we have. We are scheduled to begin the work necessary to resolve the issue.

Hello Mrs. [redacted], I have just recently been notified that the issue with the sewer has been corrected. As for your basement concerns we have taken elevation shots and are continuing to monitor the situation. Please feel free to reach out to us should you have any further questions.

Revdex.com:
I have reviewed the response made by...

the business in reference to complaint ID 12520975, and find that they seem to be dodging the issue of paying me for my services.  I included invoices and have sent them a copy of them.  I would like you involved and not close this case at this time.  As I would like to have a check written to my company before you stop your assistance.  This is what they have done in the past.  Once Century knew you closed the case, they become allouf and would not pay these bills.  I don't get it.  We performed the work, we should be paid.  I am pursuing small claims court next, if I don''t receive payment by Tuesday,  Dec 5th. 
Sincerely,
Wayne [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11032810, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]