D.R. Horton America's Builder

In response to complaint# *** DR Horton apologizes for any delays in scheduling the initialreview for this customer, the customer has been contacted and an appointment has been confirmedand set for the customer for 9/1-for review servicesAfter the review takes place and warranteditems
identified we will schedule the main appointment swiftly with the customer

In reference to the above complaint, the Construction Manager for the neighborhood met with the homeowner this morning and compiled a list of the issues needing resolution for this homeowner. Work orders are going out today and the repairs are slated to begin on Tuesday with an expected
completion before the end of the following week Have a safe and happy holiday Thank you, *** *** Customer Service Manager- Carolinas Division

DRHorton has this drainage claim noted under Mr*** address. We would be willing to return again following a rain event to inspect the property for the proposed issue he is concerned about *** ** *** Area Manager - Warranty / Customer Service

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 thank the company for the quick response however, as I stated before I am in the military and was away on duty when the letter came inUpon my return I immediately contact the company via e-mail.I feel that my initial contact was submitted in a timely manner and should still be considered and complied with.
Regards,
*** ***

In response to the email belowWe feel as though the information we have provided should be sufficientWe have given documentation of the work order being signed and Ms*** has responded that she did signIn our opinion, this matter should be closed

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
DR Horton representative contacted me an suggested that I get in touch with the manufacturer myself which I didThe manufacturer states that it will be DR Horton or there local installers responsibility to fix it and that there are local resources available if they cannotI have dealt with DR hortons local installer *** mechanical on a number of occasion and they cannot/will not fix it. I have also asked them in the past to get in touch with *** and get me someone who works directly with for the companyThis was also ignoredI don't just open these complaints first, I have tried on a number of occasions in a number of ways to get this fixedTheir response is something that they suggested in as you will see by my emails so at this point I would hate to go back to "step 1". We also cannot take any more time off from work to have someone come out and tell me why it's not there issue and not get someone here from ***. DR Horton chooses both the manufacturers and installers they work withI have tried to go through both them and their installerIt is still their responsibility to coordinate this repair/replacement and year and moths later they have still not been able to do this Here is an email string from Jan between my self and DR Horton RepPlease keep in mind I closed on the home in Sept of and you will notice the first line of the Jan 9th email "we have had *** mechanical out her twice..."I have been working on getting this fixed since September of Heat pumpImportant mainly because you often read messages with this label.Click to teach Gmail this conversation is not important
*** *** ***
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** *** ***
Hi *** We have had *** *** out here twice and they are still unable/unwilling to fix this heat pumpThe unit is running at decibels and according to the manufactures specs even the cheap builder grade model that DR horton has used should be at decibelsThe cheapest consumer product runs at decibelsThe last time they were here they said that they would be getting in touch with *** directly as they claim they don't test decibel levelsThat's ridiculous and how they be an "authorized" dealer but can't test the equipmentI need someone out here that can fix or replace this unitIt is not working within manufacturers specs and I can't waste more time following up with Carl mechanical. Also they claim the ridiculous noises it makes when starting up are "normal" however, ours is the only unit in my area that makes those noisesMy issue is that if you are going to use the absolute cheapest unit and then place it right next to a bedroom it needs to at least do what the manufacturer claims it will do or it needs to be replaced with something that willHere is the link to the manufacturers specsThe ton unit we have is not working within those specs
***f *** * *** ***
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** *** ***
Hey *** I will reach out to the hvac company to see what is going on and why they can't get this unit in the proper decibels. I will let you know what I hear*** *** SUPERINTENDENT D-R HORTON, INC AMERICA'S BUILDER
*** *** *** *** **
** *** ***
When will this be addressed? We need someone from *** directly since the company you use can't properly diagnose the equipment. *** * *** *** *** **
** *** ***
*** I have sent this over to our service department and *** Mechanical. If I had a contact for *** I would send it to you, but I don't. The installer is the one who deals directly with *** What I can do for you is get the installer back out there. *** *** ***> Jan 15** *** *** They need to actually fix it this timeWe can't keep wasting time working with themThey can't / won't test sound decibels which doesn't make senseIt is not operating within manufacturers specsI promise you I will not drop this until it is so they will need to replace or fix the unit or get someone out there who canThey need to get someone from *** thenThere is no point in wasting more time to have them tell us the same thing. *** * *** ***> Jan 15to me, Lila Ok. I will let them know.
Regards,
*** ***

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,
*** ***

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,
*** ***
My prior to closing list as stated in the complaint has been resolved after weeks longThe complaint still stands as I have issues that haven't been resolved since we started living in our homeWe have met with company people and they are aware of the issues however we are awaiting the work to be completedWe have told that they are working on it and we are hopefully it won't fall throughWe did refuse the deep clean that was offered as that was part of our contract already and just didn't get done before we moved inAs far as the refusal for the extended warranty we aren't interested in that as the current warranty work isn't being done in a timely fashion which has us concerned to accept an extended version of what we have seen thus farWe are very appreciative of *** *** for reaching out and getting involved and we have high hopes that he will see it through and change our bad experience to good! We have yard issues that need to be resolved as well as some interior work that *** feels need to be fixed and we should settleSupposedly *** is having someone come in that can complete the work in the manner it should have been done from the beginning

RE: Complaint ID #***
Ms*** Please accept the following response to the complaint listed above We do understand the customers concerns and we always attempt to go above and beyond to help our customers regardless of
the age of the homeThe past week has been a little out of the norm due to Hurricane Matthew that passed through our areaAlthough storm damage is not covered under the warranty we would be happy to review the insurance adjusters report if the customer is willing to supply us a copyIf a construction defect is found we are willing to have one of our warranty technicians contact the customer and schedule a time to meet at his home to look at his concerns Sincerely, *** *** Customer Service Manager D.RHorton Homes, Inc

Our response remains the sameWe are more than happy to address warrantable items, however, we need to have these issues submitted through our homeowners tab on www.drhorton.com

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
DR Horton has fixed my yard You may close my complaint.*** ***
Regards,
*** ***

Revdex.com:So far the line for the sprinkles are fix will see if it leaks when we use it
I have reviewed the response made by the business in reference to complaint ID ***0, and find that this resolution is satisfactory to me.
Regards,
*** ***

We will be glad to check the weather report and schedule an appointment with the customer hours after a rainfall event as schedules allow

Please accept this correspondence as D R Horton, IncAtlanta East Division’s final response to the Revdex.com with regard to the above-referenced complaint *** *** complaint/request was regarding the condition of the concrete surface and it’s integrity under conditions such as a power washOn Sept 28, we had our pressure wash professional clean a section of the customer’s driveway as agreed upon at a prior meeting between our Construction Area Mgr and the customer The results of the pressure wash found no abdeterioration or loss of integrity to the driveway surfacePrior to the pressure wash, our concrete representative, our Construction Production Mgr, our Construction Area Mgr and our Warranty Area Mgr all reviewed the driveway and each reported no dusting, no abcracks and no abloss of surface materialOur Construction Area Mgr and our Warranty Area Mgr have reviewed the driveway after the Sept 28th pressure wash and both agreed there is no problem with the integrity of the driveway surface We stand by our decision that the concrete is in sound condition and the request for repair is deniedIt is our company policy that concrete surfaces are excluded from warranty coverage after closing on the home as acknowledged by the initials and/or signature of the buyer on the closing paperworkWe can provide a copy of this paperwork if requested Sincerely, *** *** D.RHorton, Inc, America’s Builder Warranty Specialist

The warranty manager will be contacting the customer to schedule an appointment to visit their home at the customer's convenience

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,
*** ***
We are still waiting on the tub to be replaced and have had trouble getting in touch with the DR Horton representatives in order to confirm our appointment date I will withhold my judgement on this matter until the tub is replaced

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 I retract all negative statements and conclude this was a misunderstanding.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I did
receive a call from the Vice President of Construction on 12/20/after sending my complaint to the Vice President of the *** *** Division. I requested a meeting with him to discuss all our inconveniences and his response was he would reviewed the issues and get back to me in January. After that conversation more work orders have been submitted and we have not heard back from anyone and our warranty ends on January 31,
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I am
requesting the expected date of installation of the new dishwasher, and the name and contact information for the person who will be responsible for ensuring that it is done It took months and a formal complaint to Revdex.com to receive action on their part, and for them to agree to do the right thingNow, I would just like the replacement to be completed as expeditiously as possible
Regards,
*** ***

Dear Ms***Please accept this correspondence as D.RHorton, Inc.’s follow up reply to the Revdex.comwith regard to the above-referenced complaint.We are currently in the process of addressing our homeowner’s concernsWe are committed to completethe homeowner’s repairsOur assigned DR Horton Representative will be present during repairs, everynecessary step has been taken to ensure repairs are complete professionallyThe following repairs areschedule to take place next week.? September 8th movers for furnitureBegin demolition of wood floorCarpet pull for floor pop inupstairs hallway leading to bedroom Carpet stretch in master bath to closet form tile floorrepairBuffing chips in sink (upper) bath (lower) drywall in master bath? September 9th finish any floor demo neededBegin laying new floor? September 10th finish laying new floorComplete inspection of work? September 11th Move furniture backSince this is still at work in progress I will provide an update once all the concerns have been fullyaddressed