D.R. Horton America's Builder

We have spoken with *** *** and have agreed that we will proceed with the driveway repair, which will be scheduled and completed within the next few weeks once an appointment is confirmed with the homeownerWe appreciate the customer's patience in this matter and look forward to resolving the
matter

RE: 2nd Response for rejection of Complaint # *** *** *** *** *** **This letter is in response to the 2nd rejection of the roofing repairs and the request for a roofreplacementThe roofing contractor has completed the repairsBuyer was notified and agreedthe roofing repairs are complete

Revdex.com:
I met with the D.RHorton rep this morningWe went through all the issues line item by line itemEmails were sent out for work orders and purchase orders during our meetingHe assured me everything would be repaired or replaced in a timely fashion. I was also contacted by the D.RHorton warranty division who explained how the process works and asked to be kept in the loop as the repairs are completed.Feels like I'm in good hands now and I am cautiously optimistic.*** ***

Our response will remain the sameI have attached our internal documents with Ms***’s signature stating what she requested during her warranty period with regards to paint and the sign off is below as well with her signature stating she is satisfied with the work done and it is completed

We have investigated the home at *** *** *** *** *** *** with the Residential Warranty Co(RWC) The repairs made (January 2016) to the home by DR Horton contractors and supervised by DR Horton staff were at the direction of the RWC’s structural engineerThe home had a
concrete shrinkage crack through the finished flooring, which was epoxy injected and finished flooring material (tile) repairedThe concrete crack was measured 1/8” of 1” inch at its widest point (NOT 3” inches in width as described in this complaint) The crack was measured with a crack gauge by the structural engineer during his inspection and the repair plan/protocol provided by the same inspecting engineerAfter receipt of this original complaintI contacted the RWC ,where I requested the RWC to please contact the homeowner and arrange for a re-inspection of the home and to provide the homeowner with their findingsThe RWC has made contact the homeowner and scheduled the re-inspection for June 29, at 1:00PM If you have any questions, please feel free to contact me Respectfully, *** *** WARRANTY MANAGER

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 We now know the President of the HOA wrote the check, as he called my husband and explained who he was and where the check came from
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have been dealing with them for a long timeI hear talk but that is not getting my home fixedAction in needed ,
I am tired of DR Horton smoke screening and prolonging what should have been done November last yearBecause they spoke with me is not considered taking care of the problemI have received many many promises from them and absolutely nothing happensWhen and if any physical action takes place I will notify youDR Horton has answered the Revdex.com with the same statement three times before and still nothing has been doneI want action....I've had enough of talk
Regards,
*** *** ***

Per the Warranty Manager of the San Antonio Division there is not an issue with the yard, pictures attached Thank you, *** *** D.RHorton, IncAmerica's Builder Corporate Customer Service Assistant

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.I have had 3-different credible plumbers all come back and tell me there's a major issue with engineering/wrong install with the hot water heaters.Is every plumber wrong but DR Horton's reccommeded plumber which was times the price and who I caught trying to rip me off? Plumbers told me we should be concerned using the drinking water!!! It's been explained to me that In the winter time because the water has been sitting in the fan coil, there's nothing to push through the water in the summer time so there is Stagnant water sitting in the pipes come winter time. The water heater that DR Horton installed is not meant to do what they are using it for. It's mixing heat and hot water and there's no speration between heating coal and domestic hot water (the heat and hot water). What should have been installed is a heater with a separate coil, so you're not mixing the heat and hot water because it's causing bacteria and contaminationThere needs to be a separate Mixing valveBad engineeringone tank using potable doing two thingsIt's the wrong unit for what DR Horton installed. Also, there should be a stamping/code specifying that this unit can be used for the domestic hot water and a heating source. Also, Based on my history and experince with DR Horton; warranty fraud, lies and builder defects that have yet to be fixed, I reject your claim.
Regards,
*** ***

In response to the claim filed to your offices, we offer the following solutions to the warranty items listed 1. Landscaping issues a. We do not currently have
any work orders in our system but would be willing to assess and address any issues presentWe would ask that the homeowner submit a proper claim using our online form2. Stained Glass Doors a. We do not offer stained glass doors Thank you, *** *** Construction Manager

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.After checking my Voicemail this weekend, I did see one voicemail left by *** Harry ***I have not seen any other evidence of missed calls*** *** was correct that I did see him the day before we were hit by a CAT HurricaneObviously, my only concern that day was hurricane preparation. For the entire month of September, *** *** did not return my calls or emailsIt is only after this complaint was made that he attempted to contact meOther that dropping off a hinge pin.ITEM -We realized that day, we were never supplied with hurricane shutters by DRHorton for the front door and are still waiting on DR Horton to supply the proper shutters*** *** did allow us to retrieve some temporary shutters from another home across the street.ITEM 2- There are three hurricane bolts that need to be replaced as they came our of the masonry when we secured the shuttersITEM 3- Also, when the contractor drilled the holes for the front door hurricane shutters, the masonry dust permanently stained numerous pavers on the front porch, These pavers need to be replacedThere are also a couple of pavers in the front right corner of the driveway that need replaced.ITEM -We are also need DRHorton to correct a drainage problem in our yard, which may be caused by a leaking pipe in our neighbor's side yard *** *** ***ITEM - We are waiting on the paint contractor that DR Horton uses to caulk a tub end cap and paint trim under the kitchen island. ITEM - Additionally, we are waiting for the stone company to fix the stone on both columns of the garageThe top of one column is not level and both have cosmetic issuesWe have since been contacted by the stone company and I believe a work order has been submitted.DR Horton has also scraped the back porch since this complaint was originally madeWe are willing to work with DR Horton and look forward to the contractor finishing the workThank you,Regards,*** *** *** ** ***
Revdex.com
MESSAGE:
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.After checking my Voicemail this weekend, I did see one voicemail left by Mr*** *** I have not seen any other evidence of missed callsMr*** was correct that I did see him the day before we were hit by a CAT HurricaneObviously, my only concern that day was hurricane preparation. For the entire month of September, Mr*** did not return my calls or emailsIt is only after this complaint was made that he attempted to contact meOther that dropping off a hinge pin.ITEM -We realized that day, we were never supplied with hurricane shutters by DRHorton for the front door and are still waiting on DR Horton to supply the proper shuttersMr*** did allow us to retrieve some temporary shutters from another home across the street.ITEM 2- There are three hurricane bolts that need to be replaced as they came our of the masonry when we secured the shuttersITEM 3- Also, when the contractor drilled the holes for the front door hurricane shutters, the masonry dust permanently stained numerous pavers on the front porch, These pavers need to be replacedThere are also a couple of pavers in the front right corner of the driveway that need replaced.ITEM -We are also need DRHorton to correct a drainage problem in our yard, which may be caused by a leaking pipe in our neighbor's side yard *** *** ***ITEM - We are waiting on the paint contractor that DR Horton uses to caulk a tub end cap and paint trim under the kitchen island. ITEM - Additionally, we are waiting for the stone company to fix the stone on both columns of the garageThe top of one column is not level and both have cosmetic issuesWe have since been contacted by the stone company and I believe a work order has been submitted.DR Horton has also scraped the back porch since this complaint was originally madeWe are willing to work with DR Horton and look forward to the contractor finishing the workThank you,Regards,*** *** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***As of today 08/09/we're awaiting response regarding the final outcome of builder ** ***Thanks
Regards,
*** ***

Thank you for purchasing a D.R
Horton home. However, it has come to our
attention that you believe there was improper conduct on behalf of your real
estate agent and D.RHorton regarding the pricing of your home because the
pricing on the home configuration sheet you were handed during
your initial
visit was different from that in the
multiple listing service (MLS). Please
note that your allegations were taken very seriouslyWe immediately contacted
our sales people for further information.
Based on information presented, we adamantly deny that there was
anything improper about your transaction. As was explained to you prior to you signing your contract, the price listed in the MLS reflected the
incentives being credited towards the purchase price of the property. The home configuration sheet you were handed
showed the unadjusted price. It should
also be noted that the agreed upon purchase price for your home was thousands less than the price listed in the MLS.
Our sales representative also explained to you that if you had
constructed a home with the same options on a different lot within the
community that you would have paid $20,more than the purchase price of the
home you selected. Frankly, we thought this matter
was resolved to your satisfaction. After
all, you signed a contract based on our explanation. Additionally, the attorney you retained never
raised the pricing of your home as a concern during his review of your
contact. Furthermore, neither you, your
real estate agent, nor your attorney objected to closing at the agreed upon
purchase price. Perhaps this is just a
misunderstanding. Should you wish to discuss this
matter further, please do not hesitate to contact me

This is the response to the complaint made by *** *** *** Home scheduled the 1st walk through with Mr*** a week or so prior to closingDuring this walk a list was made on items Mr*** thought needed repaired or replacedWe (Emerald) immediately started making the
necessary adjustmentsTo my knowledge all items were addressed before closingMr*** sign off on paperwork stating ALL items were complete It was several weeks later we received a day list of items that Mr*** wanted us to take a look atOur project manager meet Mr*** at his home and began working on the listit was a few weeks later I received an email from Mr*** asking me to get involvedI emailed him back and we agreed on the date to meet Dec 2nd. I (*** ***) *** *** and Mr*** meet at Highland at 9:on December the 2nd to review the day listWe walked around the entire home inside and out addressing each item on the listOne of the items on the list was about the gutters and flowerbedsMr*** wanted *** to install some underground drains attached to his gutter downspouts, because when it rains his flower beds fill up with waterI then explained to Mr*** that was not covered on WarrantyIn his subdivision we had inches of rain in the last days……I showed him where the mulch was blocking the water from draining out of the beds and he would need to keep this free and clear of debrisHe said he should not have to do thatWe agreed to disagree I came by to check on things a few days later and noticed some items on the front porch, so I went to inspectIt was notices from several of our trades that had been scheduled to do some of the repairs we talked about…I guess Mr*** didn’t show up to let them in to do the work(photo’s attached)We will continue to take care of Mr*** list and agreed upon items needing attentionOnce we have a completed signed off list from Mr*** we will notify the Revdex.com We have done everything we can to make Mr***’ experience a positive one *** * *** Construction Manager Inter-City Operations Manager

Dear Mrs***
Please see our response to Mr/Mrs*** complaint.In regards to the *** complaint per our contract all we
can do is go by what we have in writing. If this is not the home they
wanted
and are not 100% happy with the home then we will refund all their money
to them. Many buyers settle for a different plan as they do not want
to incur the price increase that happens due to the sales volume and ever
increasing construction costs. They want to lock in at today’s price and
therefore settle for a different plan.In *** *** we do sell out of most popular plans
quickly and those plans are sold on a first come first basis. Our contract clearly states verbal promises and commitments
cannot be part of our process as everything we do we do in writing and our
completion dates are estimates until we reach some major milestones.Paragraph If the *** want to see if other plans are available they
are welcome to do so but those homes are sold at current pricing, or we can
refund their monies back to them.The sales agents have gone above and beyond in their
communication and ive attached a few emails below

We appreciate the customer reaching out regarding their concerns and apologize for the delay in responding to the Revdex.com fileIt is our understanding that the open items have been addressed and our warranty manager has emailed the customer to confirm

The property in
question originally closed on 7/25/2005, the home’s structural warranty expired
this past JulyThe 2nd owner, Ms*** reported an issue with
her sliding glass door and hardwood flooring on 7/9/we responded with a
certified letter explaining that her warranty with D.R
Horton had expired and
directed her to contact Residential Warranty Corporation (RWC)There was no
response from Ms*** until 2/29/2016, we then dispatched our Customer
Service Representative to meet with Ms*** in order to assess her issues
and offer adviceThe issues stated by Ms*** in this Revdex.com complaint are
not covered under the D.RHorton warranty or the RWC warranty as both have
expiredAfter reviewing the complaint, we feel this complaint is unjustified
and should be removed from our company profile.Sincerely,

Dear Ms* ***This letter is in response to your letter to D.RHorton (DRH) pertaining to the above-referencedcomplaint from homeowners *** and *** *** (claimant), which the Revdex.com Fort Worth receivedon 12/28/2015.D.RHorton responded to the ***' emergency leak claim as follows:11/29/2015:
(Sunday) Claimant called Pacific Production Plumbing (PPP) pertaining to a leak in herclosetPPP sent out a plumber to investigate the leakClaimant said since it is so late and the water isturned off, to come out tomorrow.11/30/2015: The plumber made a repair to the tub spout opposite the wet area in the closet.11/30/2015: DRH Customer Service representative (CS Rep) received a Work Order (WO) noting a leakat this homeCS Rep responded to the leak that was al ready serviced by PPP Plumbing and contactedThunder and Lightning Services (TNL) for remediation and/or restoration leak repair at the *** home.TNL started the restoration work, set containment per the IICRC guidelinesHomeowner requested TNLto schedule for 12/Wednesday to continue the remediation work.12/2/2015: During the repair process, TNL and CS Rep found a leak at a Pex line fitting in the attic.PPP sent a second plumber out to make the repair at the Pex lineOwners had requested a differentplumberDuring the abatement process, homeowner on multiple occasions breached the containmentarea after being asked not to enterOwner was trying to take samples of the drywall that showed somemoldPer the owner's conversation with CS Rep, they had their insurance company out over the weekend.Owner's insurance company told the *** they were in good hands with the builder and the builder'swarranty.12/4/2015:containment.Air test performed by *** *** ***Could have problems with the owner breaching12/5/2015: Upstairs work area provided clearance to start the restoration workDownstairs needs tobe rechecked due to containment breached.12/7/2015: TNL scheduled to start restoration work for upstairs and set up downstairs for air test.Owner delayed work by requesting that it start 1-2/Wednesday instead of 12/7.12/8/2015: DRH VP of Customer Relations (DRH VP) called claimantDuring this call, claimantrequested to stop all work and have TNL remove the blowersClaimant said he would go through hisinsurance company and attorneyClaimant also said he was concerned with the electricity being used forthe dryersDRH VP said DRH would cover the costs used for electricity.12/9/2015* *** from the Claimant's insurance company called DRH VP to discuss the leak repairsJeffindicated he would check to see if the owners have a claim since they declined the warranted repairs fromthe builder.*** *** *** * *** *** * *** ** ***
*** *** * *** *** ***
***12/17/2015* *** and the DRH VP discussed a request from Claimant demanding some other nonleakingplumbing warranty items be repaired before he would allow the remediation/restoration work tocommence againThis was the second t ime Claimant refused to allow the remediation/restoration workto go forwardThe DRH VP issued work orders for the minor plumbing repairs/adjustments that Claimantbrought up.12/18/2015: Claimant requested a scope of work in reference to completing theremediation/restoration work for the leak at his home.12/21/2015: DRH VP emailed Claimant the job scope requested and copied Jeff at the insurancecompany.12/22/2015: DRH VP offered again for DRH to start the repair processMrs*** called DRH VP andsaid they are not turning down the repairsTNL and the owners scheduled for the repairs to restart.12/24/2015: DRH received a letter from owner's attorney (***) with a list of items the ***demanded compensation for~ The list of items was vague with no documentation or detail supporting the$7,demanded from DRH.12/28/2015: Upstairs restoration completed and clearance received for downstairs work to start.12/30/2015: DRH VP called owner's attorney and offered $1,as a courtesy to resolve the matterdespite the lack of any documentation supporting the ***' payment demandDRH VP noted that DRHhas followed the contract with the Claimants and followed the proper protocol for theremediation/restoration workA release would have to be signed in order to receive payment.1/5/2016: DRH VP scheduled to meet Claimants at their home to provide them with the requestedlab reportsClaimants asked to delay meetingDRH VP instead emailed the two post-remediationinspection reports to Claimants.Ms*** the leak investigation and repairs including lab clearance report would have been completedin just a few days of the initial leak call to DRH had such remediation and restoration work not beenheld up by the ownersTheir home was put back in condition once DRH was able to commencethe repair workThere is no documentation to support the owners' list of items they are demandingpayment on.DRH again will offer to resolve this matter by providing a courtesy payment of $1,upon a releasebeing signedThis payment includes the cost of electricity usedIt takes to weeks to process thecheck request and mail the check once the release is signed.D.RHorton appreciates your time in this matter

I have spoken to Mr*** in regards to the questions about his home. Also, I have sent him a letter from the Engineer explaining why noises can occur in a home of his age. DR Horton will continue to honor our warranties and are confident that his concerns should be considered normal. Let me know if you have any questions or desire any additional information. Thank you for you timeMike Mike L*** DR Horton-Phoenix Vice President of Construction

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
I understand Mr*** email and it is true that I told him I may have to pursue legal action if they won't make good on their contractual and legal obligations to complete their work and/or repair their poor work as required by my limited warranty and law For reasons that are beyond me, Mr*** would rather see this go to court than just be reasonable To date, Mr*** has not once contacted me directly to discuss the open issues other than an email saying that my requests are either not covered or that the requested repairs are unnecessary He has never come to inspect my home to see if the repair requests are warranted In fact, with respect to the windows, Mr*** colleague *** did the walk through of my home and I showed him how there are windows that do not properly close and lock *** took note of that fact and even mentioned that sometimes it can be adjusted with the window, but other times they may need to replace the window and/or footing below the window He then put in a warranty request However, the people who came to do the repair were painters and once my wife showed them the problem said that it is not something they could fix (obviously, since they were painters, not window installers) After that, Mr*** started emailing me claiming that all windows "operate as designed and intended." I continue to remain unconvinced that the windows were designed and intended to close crooked and not be to lock If Mr*** put forth even the minimal amount of effort to understand the issue, it would be blatantly obvious to him that the windows are not closing and locking a "as designed and intended." In addition, he has yet to provide an explanation for why his inspector, ***, opened a repair ticket for the windows if they are operating as designed and intended I'm no rocket scientist, but that makes absolutely no sense whatsoever.In addition, Mr*** claims to have spoken with a landscaper who was sent to repair the improper grading of my front and back yard (again, after *** inspected the yard and saw how bad the many high spots and holes (which continue to be an injury risk - a neighbor sprained an ankle in our backyard a couple weeks ago tripping on one of the many, many holes left in the yard), for which he opened a repair request) That landscaper was sent with basically a wheelbarrow full of dirt and a few pieces of sod to repair an improperly graded yard that is 1/of an acre Needless to say, it was woefully in adequate and the landscaper told my wife (I was not home at the time because no appointment was scheduled, as I had requested) that what he did was "a patch job" and that he would require a couple truckloads of soil to properly grade the yard, but that we would need additional approval from DR Horton Interestingly, the landscaper indicated to my wife that DR Horton would likely refuse and that we should keep on them to get them to make good on the repair request and finish the yard was was promised and represented to me at the time we closed in February Mr*** claims the landscaper told him the yard is perfectly fine and no additional repairs are needed The only possible conclusion is that either the landscaper lied to Mr*** OR Mr*** is lying to me about his conversation with the landscaper In either case, what remains true is that the yard is not and has never been properly graded, it was represented to me multiple times that it would be completed once the freezing winter weather was gone earlier this year, that was never done and it needs to be.Finally, the cement of my driveway is bad it just is I note that Mr*** has actually never disputed that the concrete of my driveway is bad, but has only claimed that "cosmetic blemishes" and "cracks" are not covered by warranty Once again, Mr*** has never bothered to look at my driveway to assess it The fact remains that my drive has holes in it and the concrete is literally flaking away This is a common occurrence with driveways in my neighborhood and DR Horton has already replaced driveways that I'm aware over this very issue The cement is bad and the claim that it is not covered by any warranty is an inaccurate representation of Texas law The claim that the issues are only cosmetic is equally as inaccurate I note that I have spoke with of my neighbors who have had their driveways replaced because of the bad cement, and each of them have explained to me that Mr*** was equally as uncooperative in resolving their concerns about their defective driveways but that eventually DR Horton agreed to replace their driveways once the homeowners were able to discuss the issue and have their driveways inspected by Mr***'s superiors At least one of those neighbors also has his yards properly graded once Mr***'s superiors got involved.I continue to demand that a representative of DR Horton contact me to discuss the repairs that DR Horton is required to make pursuant to the terms of the limited warranty provided by DR Horton and the warranties provided by Texas law Such representative should be superior to Mr*** who continues to be uncooperative and apparently unwilling to even make the most basic of inquiries into the repair requests Any response less than resolving the outstanding repair requests will continue to be inadequate and a violation of the terms of my contracts with DR Horton and provisions of Texas law
Regards,
*** ***