D.R. Horton America's Builder

We are in communication with the homeowner and have an appointment this afternoon to go over all open items

Please accept this correspondence as D.RHorton, Inc.’s (“DRH”) response to the Revdex.com (“Revdex.com”) with regard to the above-referenced complaintI apologize for the difficulties Mr*** feels he has encountered while attempting to resolve his concernsI assure you that DRH strives
to provide quality service.It is my understanding that Mr& Mrs*** successfully closed on this property on or about May 7, Mr*** has previously contacted the division regarding the windows in his home through a customer service requestAs a result the division is in direct communication with Mr*** in order to move towards resolution of his request.I appreciate the Revdex.com providing me with an opportunity to respond to Mr***’s complaint and its attention to this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory as long as our meeting Friday goes well and all Items get fixed not just the warranty Items but All punch list as well. They seem to be only focusing on the Warranty Items!

Please accept this correspondence as D.RHorton's reply to the Revdex.com with regard to the abovereferenced complaint.Mr*** my apologies for not contacting you soonerI am still waiting for the City of Conroe to sign off on ourproposal to address your drainageIt must be approved by them before any work can be doneI know that ourCustomer Service Representative has been working with you to resolve the warrantable items that need to becorrected*** *** *** has inspected your foundation and the results should have been sent to youon 8/31/or shortly afterWe received them on 8/31/Based on the readings and the gu idelines set forth bythe ASCE, your foundation is well within the accepted tolerancesIt is actually one of the most level foundations 1have seen readings onAs far as your other outstanding items you mentioned, I need to come look at them so candecide what needs to be done with any items that are warrantableI will put these items in writ ing for you toreviewI look forward to meeting with you on our scheduled date and time that you and I agreed to during ourphone conversation earlier today so we can get all of your concerns addressedThank you- *** ***

Repairs were performed on May 23, and the flooring company will be reaching out to the customer today to schedule an appointment for remaining repairs

Our records indicate the home was closed on 12/30/and the claim regarding landscaping was received on 7/23/2015, outside of the 30-day warranty coverage period for installed landscapingWe regret this is an unwarrantable item per the terms of the warranty contract

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to me. The response does not explain why this happened in the first
place, nor does it state that they have instituted a corrective action plan to ensure it does not happen to another customer. Moreover, the company did not actually provide me with written details showing me what the rates were prior to my complaint. They just stated that the rates were higher. I would have liked proof of that claim
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
I've been to these homesThere are two models set up, the Heritage and the PortlandThey are advertising the *** *** *** *** (no photos, no options to see a house built)They don't have them listed on their price sheets and they're not builtThis makes them unavailableI never asked for completion dates, I asked for available homes that are listed online as available with an actual priceIf they advertise from 275,000, then something (even a base priced model)

Complaint: ***
I am rejecting this response because: The situation has not been resolved in fact it has gotten worse*** *** *** *** did come out on November 14, (4) Representatives showed up to our home a 3p.mto inspect the unitTwo of these men claimed to be with *** but could not provide us with a business card showing they were with *** when we requested oneThe men also came with a packet they were trying to fill outThey stated this packet was for the engineer that was scheduled to come out on the 28th to re-look at the unitThe fact that *** *** *** *** was filling out the packet for the 3rd party engineer with all of the readings they were taking on the unit on the 14th negates any observation the engineer would have had on the 28thThis also creates bias and negates the purpose of the engineer being a 3rd party in the first placeIf the two are working together the engineer is not a independent third party without biasAdditionally, upon the inspection we were not told what was wrong with the unitWe were instead told they had found some "things" that needed adjustedWhen we asked specifically what items were found that needed repair we were advised they had been instructed not to relay the information to us(Addressed in attached email to/from *** *** ***, supervisor who was supposed to handle this issue)We did not receive a follow up call from *** *** *** *** until the 16th of November despite repeated attempts by myself to get answers from *** *** the ** *** Representative who was not in my opinion willing to provide or seek information for me in reference to the issue as noted in the email communicationUpon follow up we were told by *** *** *** *** the blower need replaced and they would upgrade the furnace as a "courtesy" and refund us in overages for utilitiesWe asked to have this in writingI have attached their response aboveFeeling very uncomfortable with the situation and the fact that *** *** *** *** refused to disclose to us THE HOMEOWNERS what was wrong with our home on the day of the inspection we sought and outside opinion and contracted Air Serve out of *** *** to inspect the unit. As you will see per the attached email from *** *** *** *** they continue to claim we expect to much out of our unit and state the only thing wrong with the unit is the "furnace size and the blower"However per our independent inspection: Outside Ac unit is a ton Ac unitInside evaporater coil is a ton coilThe furnace is a 45,btu furnace with a ton drive furnaceThe upstairs unit is a ton systemBut has a ton drive furnaceThe installers accidentally flip flopped the furnacesThis will never workThe downstairs unit will not cool properly in the summer and the compressor will fail early in the life of the unitAlso the heater will never heat the downstairs because it is not big enoughBtu wiseIt needs a btu furnace for the downstairs with a ton drive*** ***.It is my opinioin that *** *** *** *** KNEW they crossed these units when they inspected our home on 11/14/and MALICIOUSLY tried to hide this information from usAs their own report mentions NOTHING about thisNor does it mention that the unit will FAIL earlyIn addition *** *** *** *** fist claims to not know specific dates but then claims to know the specific temperatures of non-specified datesI believe this company was negligent on its install, negligent during the admitted calls to our home, negligent in not charging the unit properly on two occasions and negligent in not disclosing the proper information and purposefully and willfully trying to hide the information in an effort to deceive us "the homeowners".In summary I believe this unit was NEGLIGENTLY installedThe units NEED REPLACED COMPLETLEYWe were advised by the independent inspector we had come out that the condensor will have damage due to the units running for nearly a year while criss crossedThe report clearly states our units will FAIL EARLY due to this errorThis needs fixed IMMEDIATLEY as we have also been informed our home will NOT HEAT properly when it is time to turn the heat on and we do not want to suffer through the financial hardship of HIGH GAS bills in addition to the electric bills we have already suffered through for nearly a yearIt should have not taken this many visits to solve this problem!Additionally, the carpet company did show up on November 10th and instead of replacing the carpet as promisedThey patched the carpet in various spotsIt was tacky and ridiculousAfter the site manager and supervisor for the carpet company came and looked at it they agreed it was done incorrectly and they have scheduled to no replace ALL the carpet in the home this week THE DAY BEFORE THANKSGIVING... The dishwasher door was fixed when a man came and moved ithe stated it needed and adjustmentWithin days the dishwasher door began to stick when we try to close itWe have requested this be fixed again to the site manager.The trim to the cabinetry has never been reapplied to the cabinets and is still currently sitting on my counter. Since this time we have had moisture and mold form around our back door*** *** *** came on 11/10/and determined the frame needed to be replacedThey started this process but cracked the fram upon finishing the installThey stated they would be back to fix the door but have not returned as of today Lastly, we thought there was moisture build up in between our ceiling and wall to our shower as the paint began to bubble up at the joint*** showed up to investigate and upon entering the attic determined there was no leak but instead the sheet rock to our ceiling had been cut inches to short and then taped with mud tapemudded over and paintedas there is not actual ceiling connecting the wall to the jointJUST TAPEthe tape and paint began to fail due to the moisture from the showerWe were told they would have to give the pictures and the information to the site manager and they would get back with usWe have as of today heard nothing in reference to this repair. Additonally, we still have not receieved a single peice of paper showing any warranty request has been made or submitted despite our numerous requests. I think this is enough information to show this situation has not been resolvedThese items have not been completed and we are very unsatisfiedI would like to be contact by a ** *** REPRESENTATIVE THAT HAS SOME AUTHORITY TO RESOLVE THESE SITUATIONS, as of yet I have never receieved a phone call or apology from a single representative associated with the company. Regards,

I apologize that we did not refund Ms* *** deposit yet. We were waiting for a denial from the lenderThey did not send it , and we overlooked it We have obtained the denial and will refund Ms* *** $deposit Please contact me if you need any further information
Thank you, *** ***
*** *** ***

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. Please note that the Home Inspection was conducted in March and the damage has gotten worse since thenThanks!
Regards,
*** *** *** *** ***
***

Response to complaint ID#*** I have talked with this customer and am emailing her a report from the manufacturer that there are no manufacturer or install defects with the carpet in her master bedroom. Seams can be visible Thanks ***

Please accept this correspondence as D.RHorton, Inc.’s (“DRH”) response to the Revdex.com (“Revdex.com”) with regard to the above-referenced complaint and rejection of our previous response.As mentioned in our previous response, Mr*** has contacted the division regarding the hardwood
laminate floors in his home previously through a customer service requestAs a result the division is still in communication with Mr*** regarding his floors in an effort to move towards resolution to his request.I appreciate the Revdex.com providing me with an opportunity to respond to Mr***’s complaint and its attention to this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11413462, and find that this resolution is never going to be resolved

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
Regards,
Scott Murphy

We are in communication with the homeowner and will be meeting with them at their convenience to review their concerns

*** *** first received a warranty request in October and was unaware of any prior roof concern from the customerPer the roofing contractor's evaluation, the roof sustained storm-related damage and an estimate for repair was provided; however, the repair is not covered under warranty per the terms of the *** manual

We are in communication with the homeowner and vendors are scheduled to visit their home on the 15th to discuss warrantable repairs for his homePer our conversation, a shower door will be installed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.As of the time Mr***
wrote this response to my complaint I had not been contacted by DR Horton
regarding the issues I statedIt was only after several calls to the
Tampa/Sarasota Warranty office that a rep called meThis rep first insulted me
by say I'm "harassing" DR HORTON reps with my calls when the only
reason I continue to call is because no one is responding and at this point I'm
tired of leaving voice messages and not receiving a follcall.
My next issue is that
when I put in a warranty claim I requested DR Horton communicate with me via
e-mail because that works best for me and the rude rep that called me on 7/7/
said he would follour phone conversation with an e-mail in which he has
not done as of 7/8/10pm EST.
Also, per the rep that called
me on yesterday DR Horton is only taking half responsibility for the damages
done to my home as a result of a claim that was placed well within the warranty
time frameI purchased my home March the complaint was put in July
so this ongoing issue is a result of DR Horton's failure to hire competent
contractors to complete the job first off and secondly DR Horton fails to
follow up and make sure the people they are contracting the work out to is professional
and timely.
I will not accept a half
job point blank periodThe roof, mold, dry wall damage and electricity needs
to be fixed and inspected before I will be satisfied with DR Horton and the way
they have chosen to handle this situationThe fact that DR Horton reps would
try and make it seem as if this is in some way my fault is out right ridiculous
and I will continue to call and seek outside help on the matter if DR Horton a
multi-billion dollar company continues to deny me, a single mother of two kids,
working hard everyday to make a living, the curtesy of having a safe home with
all working components as I “thought” I purchased.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response be *** contacted us on Friday 09/16/and discussed the progress that has been made and the issues that still remainI understand that D R Horton would like to close this complaint as quickly as possible, but I am requesting that if possible we keep it open for a little longerThe Dead Sod was replaced 09/12/where workers had damaged the insisting sodThe Ceiling was textured and repainted and completed on 09/15/( But in the process of re-texturing the ceiling the crew damaged cabinet panels and scared the granite counter tops, repairs to these issues are incomplete at this time.Drainage Swell has not been completed, plus their is a pending issue on type of sod to be put down after the Swell is completeWe have been told by the builder and the lot grader /designer as well as others, that D R Horton put down Bermuda grass and this type of grass does not grow in the shade, well the north side of the home get's little to no sun, this was a know issue by the builder at the time the sod we originally put down.Home was cleaned after texture crew and painters completed their work 09/16/We appreciate the issues that have been given attention and repaired, but as you can see the issues have not been fully resolved as of 09/17/We feel it is still a little premature to close out issue at this time.
Regards,
*** ***