Century Communities

Hello [redacted], A representative from our Georgia office will be in contact with you regarding your concern if they have not already.

We apologize for the confusion and breakdown in communication between the buyer and our staff.  In spite of the fact that the buyer signed our addendum explaining options and upgrades we have agreed to provide the home buyer a credit for the master Bath Shower.

Mr. [redacted], After reviewing your concerns with Mike F[redacted] the items below will be addressed as follows.  1. The garage door sustained high wind damage caused by an act of nature which is not covered under your One Year Performance Plan. 2.Dust blowing through the windows. These...

areas are called weep holes and are in place to drain condensation and wind driven moisture. These weep holes should be properly maintained and clear of debris to allow moisture to drain properly. 3.The stucco has been observed by Century Communities,the install contractor and the manufacture representatives. At which time all representitives have concluded these concerns did not reach the level of a repair. No action will be taken.  4. The window well damage reviewed by Mike F[redacted] did not reach the level of repair at the time of the review.

Our Customer Care Representatives will be reaching out to our customer to work on a resolution to resolve the issues brought to our attention.

Initial Business Response /* (1000, 8, 2015/05/08) */
Please see attached.

Century Communities will fulfill it's obligation to address any construction defect in the home as quickly as possible but we are under no obligation to compensate homeowners for the taking time off to allow such work to be done.

Initial Business Response /* (1000, 9, 2015/06/04) */
See attached.

We have contacted the customer and they confirmed that all these issues have been completed to their satisfaction.  We apologize fro the delays and multiple trips that occurred while attempting to resolve their concerns

We have recently been in contact with our customer and are working to obtain the documents requested. When the documents are received they will be delivered to the customer.

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]

Representatives from Century Communities have visited the site and are working with both [redacted] and her adjoining Neighbors to help direct the flow to the property lines  to drain toward the street. Neighbors to the south and  west have added Retaining walls to level out...

their respective rear yards.  As this is now private property we are working with the neighbors  to get access to increase the  drainage swales and possibly extend  downspouts and sump drains  to the swale or the addition of a inlet box to carry the surface water away from the retaining walls. Once we have communicated with both neighbors  Century will have our contractor return to increase the swale   to direct flows to the south and east.  These changes should address most normal rainfalls. With extreme downpours that we have experienced in the past week , most recently on 7/18 and 7/19/17 with over an inch of rain in less than a 24 hour period there will be water that will be apparent in the swales up to 72 hours after an extreme rainfall event.  We anticipate  the additional work to be started in the next 10 days  once we have the neighbors permission   to enter their property and can schedule the appropriate contractor. [redacted]

We have an appointment scheduled for 1/4/17 at 1:00 pm to meet with the homeowners to review the list.

Initial Business Response /[redacted]/
I had the pleasure of meeting the customer on Thursday, the 30th of April. I listened to her concerns, some of which stemmed from the initial orientation and subsequently not followed up on and/or done incorrectly.
After, listening to all of...

her concerns we then reviewed and inspected them by walking around the home.
We also discussed the importance of one of our representatives being on sight for the remaining repairs to ensure that the work done is completed in a quality and thorough manner. The Rep & I discussed what was needed to finish the repairs and to accomplish those in the least amount of return visits as possible.
We should have a majority of the repairs resolved by Thursday, the 7th, and the remaining cabinet items completed by the 17th due to those parts being ordered.
If there's any additional questions or concerns, I gave her my contact info and asked her to call me directly.
Thank you.
Respectfully,
The Customer Service Team
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we had a meeting which went wonderfully. The issue is not with the meeting but with the follow through. On the 7th the carpet company returned, no member from this company showed up, I had to call the warranty manager to ask about the work order. the team came only to stretch the carpet and padding. per his words he dropped the ball on ordering the carpet. I called the AVP (who responded above) because the material for the show molding was not ordered and the warranty supervisor told me it was an option I would get the current item like everyone else. the AVP did agree to bring me the material on 5/11 or 5/12.
On 5/8 the carpet people call to schedule an appointment for 5/11/15 however, I reminded them that the sub floor (the original issue) is still not resolved and that further sub floor issue ( no supporting beam was also discovered between the master bedroom and closet by the carpet company.
so the only thing that was done on 5/7 is partial work on some shoe molding but NO SUBFLOOR in master bed, master closet, hall closet, daughter doorway and closet. no replacement of carpet. no fix to landing at the bottom of the stairs
I admit the company leadership (Randy) has reached out and was committed to providing a resolve but the staff he delegated the task to has dropped the ball on all the actual work that was on my many work orders
Final Business Response /[redacted]/
15 May 2015
Ms. [redacted] Adams
Trade Practices Specialist & Helpline Specialist
Denver/Boulder Revdex.com
1020 Cherokee Street
Denver, CO XXXXX-XXXX
Complaint Case #: XXXXXXXX
Dear Ms. Adams:
In regards to the customers reply. I am aware of the proverbial "ball getting dropped" and had spoken with the customer regarding the carpet order, prior to this notification. Upon discussing, we opted that the best approach would be to postpone the remaining repair regarding the subfloor and take care of all at once. I let the customer know I appreciated her call and that it was the right thing to do.
We've since confirmed the carpet order and arrival, in addition to the subfloor repairs in question. Despite this minor setback, we should still be completed by Wednesday the 20th of May.
We do appreciate the opportunity to resolve our customers concerns via the Revdex.com.
Sincerely,
Randy Jackson
Vice President of Customer Service, Century Communities - Atlanta
Final Consumer Response /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
Per the century team they will have all open items completed by 10 months inspection.
I must note that I still have open items that they are aware of and on going requisitions for fixes. if these do not get fixed in a timely manner or if they fail to honor their agreement I will submit another request
follow up letter from VP
Mrs. [redacted],
Thank you so much for your patience and working with us and Century Communities....I've enjoyed our talks and discussion. Although it didn't start off on the best note, especially considering your brother purchased a home with little to no issues....I hope that our service recovery has demonstrated our caring and that we value you as a customer. Also, per our conversation and hopefully to provide some additional comfort....the few remaining floor squeaks that remain ARE COVERED and should any additional ones pop up...they are covered under our 1 year warranty and will be resolved at the 10 month.
It's our hope that you enjoy your home for many years to come.
Thank you.
Respectfully,
Randy Jackson
V.P. of Customer Service

Century Communities Sales Manager has reviewed this situation and disagrees with the home buyer's comments.  The home buyer has signed a contract to purchase this home and Century Communities simply expects them to abide by the signed contract.

We have reached out to this individual via phone and e-mail, he has recently responded and will contact us on Monday 2-27-17 to discuss a settlement.Tell us why here...

Initial Business Response /* (1000, 6, 2015/07/28) */
I went out to this home site today 7-28-15 to inspect, take photos and and to talk to the Project Manager about this issue. The PM explained that this hole was a trench for a utility connection for the new home we are building and the utilities...

run right on the property line between these two homes. The PM explained that they knocked on the door the day the utilities were to be installed but no one was home at that time. They did make contact with the husband later in the day and apologized for the slight damage to the landscaping, explained what they were doing and assured the homeowner that we would put everything back to it's original condition. As of today 7-28-15 the hole has been back filled and the landscaping will be complete within the next week. We sincerely apologize for any inconvienance this issue may have caused the homeowners.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/30) */
The hole was filled in and the carelessness that was put into this destroyed plants and our irrigation system in this area. Nothing has been done to fix the landscaping/lawn or irrigation system. I have requested a call back to discuss how and when this will be done(a week ago) and have not received a response. This was not minor damage.
Final Business Response /* (4000, 10, 2015/08/11) */
We have asked our landscaper to provide us with a proposal to repair the landscaping and irrigation damaged by our utility line installation. Just as soon as we confirm that proposal we will make the needed repairs to this side yard. If the homeowner would like to talk to someone in the meantime, I would be happy to take her call at XXX-XXX-XXXX

While Century Communities still feels that the home buyer is in violation of the terms of the contract, we are willing to refund the $7,500.00 deposit to the buyer, less a 10 %  fee bringing the total refund to $6,750.00

Hello [redacted], I would like to schedule a time to meet you at your home and review your concerns noted. I will reach out to you to schedule this appointment directly.  Thank you,[redacted]

Century Communities Warranty Department will be reaching out to [redacted] today to schedule an appointment to review any and all remaining warranty concerns. At which time all items the meet the warranty criteria will be scheduled.

[redacted] the Director of Warranty for Century Communities has met with [redacted] and explained the repairs to be performed. A date for the repairs will be communicated to [redacted] as soon as possible.