Country Traditions

From: Revdex.com of Metro Washington DCDate: Tue, Nov 14, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com
Customer Service Team---------- Forwarded message ----------From: *** Date: Mon, Nov 13, at 7:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] company has contacted me and are working toward a solution please update my complaint as satisfied at this point in time Sent from my ***

Dear *** ***,Thank you for the opportunity to look into the Revdex.com ID ***. NVHomes has reviewed the complaint and contacted the consumer. The consumer has noted that the issue outlined in his complaint only occurs during very strong winds. The NVHomes Service Department
has provided their direct contact information and agreed to visit and investigate the consumer’s home should the problem return. NVHomes considers this matter closed unless the consumer contacts us again.NVHomes appreciates the efforts of the Revdex.com in bringing closer to this matter. Please let us know if you have any additional concerns on this matter. Kind regards,Corporate Customer Relations

Dear *** *** - Thank you for the opportunity to look into the Revdex.com ID ***. Prior to the receipt of this Revdex.com, Ryan Homes had sent the consumer a mutual release to refund her deposit.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this
concern. Please do not hesitate to contact us if you have any additional concerns.Kindly,Corporate Customer Care

I am rejecting this response because Ryan Home is responsible for the damage to my vinyl siding , for the reasons that I stated in my complaintRyan home stated in their last response that your office forwarded to me, that as far as they (Ryan Homes) is concerned, they have taken the position that the matter is closed
Regards
*** *** \

Good Day,
I have reviewed the response made by Ryan Homes (complaint ID ***)Overall, I have no choice but to accept this response and close the complaint. The organization will say whatever it takes to avoid spending any money to satisfy a customer. Yes, they did offer an in-home air test for mold. However, that does not satisfy the fact that all of the hardwood in my kitchen was wet from pooled water. Moreover, the flooring technicians personally told me that it was mold. It is the opinion of Ryan Homes senior managers that suggest that it is consistent with water stains. Its finethis is just another example of how "big-business" avoids taking responsibility for their mistakes. As long as they see growth in their revenue and the profit margins are good. Thank you for your help. We will just move as soon as I have positive equity in the home.
Thanks,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:NV service manager came and saw the pump and his plumber assumed it was drywallWe decided to replace the sump pump from our own expenses as per his observation, it was full of drywallSo we invited a plumber to replace the pumpAs the plumber removed the old pump, he found hardened cement, NOT DRYWALL, inside the sump pump pitWe had to pay him additional money to remove that cement. We had hired our own contractors to build the basement, but these contractors only installed drywall, wood framing, engineered wood-flooringThey never worked with the cement paving of the basementThe house builder, NV Homes, paved the cement before we settled the house purchase with themFurthermore, we had never put engineered wood-flooring in the storage room where the sump pump is locatedThat floor was bare-concrete floor as storage rooms should be and as you can see in the videos or pictures attached with this emailThe cement found inside the sump pump pit was left by NV Homes or whichever subcontracting company they hired to pave the cement and finish the concrete basementThe NV Service Manager mentioned my statement on the material being potentially from the clean up of the basement by *** ***That was an assumption on my part at the time, misled by the plumber NV Homes brought to my propertyAs we found out later, it was not drywall, and was actually cement which could have only been handled by NV HomesFurthermore, *** *** (the clean up company) only removed drywall and wood-flooring through the basement, but nothing was removed from the storage room where the pump is locatedNo debris or material could have gone into the sump pump by any of the contractors performing work in the basement or the clean up company removing debrisMy plumber also mentioned it was not possible for cement to flow through any of the drainage pipes, without blocking it, and build up in the pitOur drainage is clear, so we know for certain nothing went inside through the drainageThe only way about six to seven inches of cement can build up in the pit is due to the negligence of NV HomesOur neighbor also had his sump pump cleared up of debris left over from NV Homes, which shows this problem is perhaps common due to their build quality.The NV Manager mentions that we never had any service issues with the pump through the duration of the warrantyMy answer is that we are not professional contractors so there is no way we could have been able to tell whether NV Homes left 6-inches of cement in the pumpWe did not notice anything wrong with the pump nor could we see the cement which was covered with water and thus, not visible to an average person like meI'm going to attach numerous images, and links to videos of plumbers excavating the cement in the pit for your referencePlease note the sound of the tool hitting the cementIt sounds like an axe hitting a rockThat is clearly NOT DRYWALLThis is cement, left over by NV HomesAgain, I'm going to stress that no contractor hired by us paved the concrete basementThis was done by NV HomesNeither did the clean up company remove cement as you can see from the picturesThe clean up company did NOT clean up the storage room which did NOT have engineered-wood in it.***Regards,
*** ***

Dear *** ***,
Please see our previous responses as well as the signed acknowledgement regarding the abatement and the link notating the county requirements that state it is the customer's responsibility to file the abatement
There is no legal claim made by NVR, Incthat our employee would file for the abatement on the consumer's behalf
There will be no further action on the part of NVR, Inc
Regards,
Corporate Customer Relations

Dear Ms*** - Thank you forwarding the additional consumer comments regarding Revdex.com ID ***. *** *** stands behind our original response. Additionally, it is not our practice to comment on service, repairs or warranty work performed on other ***. Please let us know if you have any other questions. Kindly,Corporate Customer Care

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com assigned ID *** Prior to the receipt of this complaint, our Ryan Homes Service Manager contacted the consumer to meet and review her concerns Ryan Homes has agreed to remove and replace the garage weather lip area, as well as the driveway apron below the city walk to the street These repairs/replacements will take place in late summer as weather permits
We appreciate the efforts of the Revdex.com in bringing closure to this matter Please do not hesitate to contact us if you have any additional questions
Best regards,
Corporate Customer Relations

I have reviewed the emails and contract materials in addition to the flyer referenced about the spec and have spoken to the Sales and Marketing Representative, Kim S*** as well as the Sales Manager and Production Manager who authorized the change order for the kitchen cabinets.While there may have
been initial confusion created about the color of the cabinets included in the spec home that you purchased and those shown in the model home - all of the contract paperwork as well as the flyer clearly state that the cabinets in the home were "Kitchen Upgrade *** Square Maple Cognac"This is noted on the attached Master Selection Sheet and the Change Order AddendumThe cabinets in the master bathroom are also noted as a separate selection line item as "Vanity Owner's Bath Upgrade *** Square Maple Cognac"There is a bullet on the spec flyer you referenced that notes the kitchen cabinets as "Maple Cabinets" as well.Because this was a spec home - all of these selections noted were already set at the time of purchase and could not be revisedThe contract and subsequent emails between customer and Ryan Homes reinforce that no additional changes could be made to the home since it was already under construction.After the *** Maple Cognac cabinets were delivered to the home for installation, *** ***'s son stopped by the home and noted that the color of the cabinets was not the same color in our model home and he communicated to her that she may not like the colorWhat followed was a communication between *** ***, a friend (*** ***), and the Sales Representative about changing the kitchen cabinets - a major challenge because the home was near completion and the Maple Cognac cabinets were in the home.Since the entire purchase process was conducted from out oftown and over email- and in consideration that there may have been confusion about the Maple Cognac color - Ryan Homes Sales and Construction Managers intervened and agreed to allow a late change to the kitchen cabinets.This decision was very costly since it required the additional labor costs of re-packing the cabinets, large shipping fees, and a substantial re-stocking fee for the return of these cabinetsIn addition, we were unable to recoup the cost of the original cabinet suite from the manufacturerNew cabinets had to be special ordered from a local source to expedite the delivery and installation at a much higher cost to us.Because ofthe high cost ofthis change during the trim phase of construction, and to satisfy this customer request to remove the included Upgrade cabinets and replace them with upgrade cabinets, we agreed to make the change for a change fee of $(to offset the costs noted above), as well as the option price difference between the two cabinet upgrade levels - which was $1400.As noted in the attached signed Addendum, this was a solution that both parties agreed to and a Change Order was signed by you on 5/13/Ryan Homes proceeded with the kitchen cabinet revision and the installation of the new white cabinetry.Our team believed that we were able to provide the customer with the cabinetry she preferred in her new home - a fair solution for both parties.The letter appears to reflect two misunderstandings about the upgrade level of the included cabinets versus the white cabinetry, and why the master bathroom vanity color is Maple Cognac.The letter from *** *** referenced that the white cabinets are the same level of upgrade that she thought she was getting included in the spec priceWhile I appreciate that there was confusion about the actual tone/color of the Maple Cognac cabinet, the level of upgrade never changed in any of the paperwork or in their representationAll contract and selection paperwork refers to the Maple Cognac as "Upgrade 1"The white cabinets ultimately selected are an "Upgrade 2"The new cabinets are a $option upgrade and the maple cabinets included in the original master selection sheet, are a $option upgrade, so the $charge she paid for this was accurate.As for the vanity cabinets - these are a separate feature and a separate line item in all of the master selection paperwork and contract addendaAgain, all ofthe paperwork refers to the vanity cabinet as Upgrade I understand *** *** may not personally consider this color an upgrade, but they are an upgrade cabinet as referenced on all of the contract paperworkRevising the master vanity was never discussed and no paperwork or change orders were generated to revise this separate option selectionThis selection never changed from the time of purchase to your final delivery and the color was known to be different from the model home at the time of the kitchen cabinet request, so it should not have been a surprise for *** *** to see this prior to her settlement.Since her settlement over months ago, *** *** has represented her satisfaction with her new home on several occasions including in an email the day of settlement and on her Customer Survey.While I do understand the areas that created the confusion and missteps in this process, I believe that we offered, and *** *** accepted, a solution that was agreed to in good faith, by both parties to ensure her satisfaction with her new homeI continue to believe that the fees that were charged for the change are fair and equitable as well as necessary to execute the change requestedUnfortunately, there simply isn't any communication or documentation requesting a change to your vanity that would support a change or a refund at this time.Sincerely, Beth G***, Division ManagerRyan Homes

From: *** *** Date: Tue, Jan 17, at 10:AMSubject: Ryan home purchase:To: "***@myRevdex.com.org" ***,In keeping with our conversation, I have decided to go forward with the purchase of the Ryan Home. I
think it is logged in the Revdex.com system as complaint number ***. Thank you for your assistance on this matter. I would suggest you call them and note that I have agreed to the purchase the house and am no longer in dispute with them (to eliminate any confusion). I did send them a note over the weekend; I think it was Friday, June or Saturday June indicating that I will purchase the house. I have since worked with a number of their reps moving forward on the purchase. Please indicate as such in system as no longer a complaint, if that is your procedure.Regards,And once again,Thank You.*** ***

Dear *** ***- Thank you for the opportunity to look into the Revdex.com assigned ID ***. Ryan Homes has looked into this complaint and found that while it was an error that not ALL condominium fees were collected at settlement; and ALL amounts collected were sent to ***
*** ***, there are several areas within the purchase agreement that reference the fees that are the homeowner’s responsibility: Purchase agreement: Page 5, paragraph 12, letter C: It notes that the buyer is required at settlement, to pay a capital contribution equal to three months of assessments.Montgomery County Addendum, page of 6: There is a section titled” Notice of Special Tax or Assessments”. This area lists the Homeowner’s Association with mandatory fees.*** *** Community association budget: There is a box at the top of the form noting the Monthly Assessment. This budget is a document the purchaser is required to sign at the time of contract. This amount is payable to *** *** ***.Cost estimate: Lists the HOA set up fee as well as the Capital Contribution amount. This document was signed at the time of contract Amount of monies sent to Vanguard that result in an overpayment can be requested to be refunded. The homeowner must send a request, in writing, to Vanguard to receive the refund. *** *** *** is working with customers to accept payment plans for the amounts due. Any amounts refunded from Vanguard can be used toward the amount due to *** *** *** To further clarify, Vanguard is the property management company responsible for *** *** Community Association. *** *** *** is the management company associated with The Courts at *** ***. Because your condominium is within the *** *** Community, and you are a member of the condo regime of The Courts at *** ***, fees are collected by both entities Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern. Please let us know if you have any other questions Kind regards, Corporate Customer Relations

Dear *** *** -
Thank you for the opportunity to look into the Revdex.com ID *** *** Homes has reached out and have achieved resolution directly with the consumer
We appreciate the efforts of the Better Business in bringing closure to this matter Please let us know if you have any
questions
Kind regards,
Corporate Customer Relations

Dear *** ***,
Thank you for forwarding the additional consumer concerns for the Revdex.com assigned ID *** Ryan Homes has agreed to install the leadwalk for the consumer
Please let us know if you have any additional concerns
Best regards,
Corporate Customer Relations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while we are moving forward with building the home, I think it's important to note that the company was unwilling to hold me harmless for the large error that was made. However, I love the home and am willing to go forward with NVR. Thank you for your help in this matter
Regards,
*** ***

Dear *** *** - Thank you for the opportunity to look into the Revdex.com ID ***. The consumer settled on her home on January 27, 2017. Ryan Homes visited the consumer's home on March 2, based on a call the consumer made to our production team regarding some shingles that
had blown off during a 50-70+ mph wind gust. Ryan Homes warrants shingles within one year of settlement in order to allow the shingles to seal over at least one summer season. The shingles have an additional sealant that adheres over time as the shingle heats in the warmer months. The recent storm with wind gusts in excess of 70+ mph occurred on March 2, 2018. This is past the one year roof warranty and therefore is not covered by Ryan Homes. No further action will be taken at this timeRyan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern. Please do not hesitate to contact us if you have any further concerns. Kind regards,Corporate Customer Care

Dear *** ***,
Thank you for the opportunity to look into the Revdex.com assigned ID *** Ryan Homes has contacted the consumer to discuss his concerns
The leadwalk was not included as a standard feature in the purchase agreement; however, Ryan Homes is working with the consumer to find
an alternate solution Ryan Homes believes we will be able to assist the consumer with a leakwalk installation with a local vendor at a discounted cost to the consumer
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter Please let us know if you have any additional concerns
Best regards,
Corporate Customer Relations

Dear *** *** - Thank you for the opportunity to look into the Revdex.com ID ***. Our Ryan Homes warranty team has contacted the consumer and agreed to review all of the invoices involved in the consumer’s repair. Ryan Homes will work directly with the consumer this information is
received.Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this concern. Please do not hesitate to contact us if you have any questions.Kind regards.Corporate Customer Care

Dear Ms***,Thank you for the opportunity to look into the Revdex.com ID ***. We have reviewed the complaint and offer the following.In response to the customer’s claim “window flashing not integrated properly with the house wrap” Siding was pulled at all of the windows on the first
and second floor of the home. House wrap was inspected and repaired as necessary. The consumer’s home inspector was present on site while this work was completed. There is currently no evidence of leaks in any of these windows.NVHomes had a structural engineer test the window where the 25% moisture reading was taken. There was no evidence of elevated levels of moisture at the time of the inspectionNVHomes did have an issue with the basement window installation in the concrete foundation. All basement windows were replaced as a belt and suspenders approach to ensuring the issue would be resolved. It is important to note that the installation of windows in a concrete foundation is completely different to installing windows in a framed wall with house wrap. There would be no correlation between issues with basement windows vsissues with windows in other areas of the home.The consumer did experience a dam sill leak in of their windows. The manufacturer recommends sealing the dam sills with 100% silicone. This was completed as necessary.In response to the customer’s claim “identified problems with the installation of the metal roofs…installation does not meet applicable standards” NVHomes has had the metal roof inspected by the owner of the company who installed the roof AND a 3rd party independent roofing company.The findings of the third party were: The wall termination between the roof and wall is typical of most residential installations done in the Philadelphia regionThis flashing component is the same shop bent fabrication ESP currently uses on all NVHomes metal roof installs.It is important to note that the metal roofs installed in this region are fabricated by the contractors who install them. This means that the installer is the manufacturer and responsible for the performance of these roofs through their warrantyThere has been no evidence of water infiltration from the metal roofs.NVHomes has worked diligently to address all warrantable concerns for the consumers and will continue to do so. NVHomes appreciates the efforts of the Revdex.com in bringing closure to this matter. Please do not hesitate to contact us if we can be of assistance. Regards,Corporate Customer Relations

Dear *** *** -
Thank you for the opportunity to look into the Revdex.com assigned ID *** Our Ryan Homes Sales Representative has worked to provide the consumer the square footage dimensions and all change orders have been signed The consumer has not approached the Sales Representative for
any type of compensation, nor would we consider compensation for his efforts to this point It is our obligation to correct any mistakes to ensure the options and selections are exactly what the consumer is expecting and paying forIt is unfortunate that mistakes can occur and we apologize for any inconvenience that this may have caused
Ryan Homes appreciates the efforts of the Revdex.com in bringing closure to this matter Please let us know if you have any questions
Kind regards,
Corporate Customer Relations