D.R. Horton America's Builder

We have been in communication with the customer and understand his concernsThe Sales Manager left multiple messages for the customer to discuss, but unfortunately did not hear back until they had an opportunity to discuss in person with the customer yesterdayAs communicated during the
conversation, the home's features were installed according to the CO, as well as the standard feature addendum, which was signed at time of contractPer our conversation with the customer yesterday, we want *** *** to be pleased with his home and should he no longer wish to move forward with the purchase, an offer to refund his earnest money was made

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*** successfully closed on this property on or about April 23, Mr*** has previously contacted the division regarding the air conditioning 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

Our local warranty representative is reaching out to the homeowner to look at the flooring complaints and to schedule the vanity and tub top repairs. This should happen today. We will address the floor issues upon his inspection Thank you, *** *** *** ***
*** *** *** *** *** ***
*** ** ***

D.RHorton is assisting the plumbing contractor *** *** *** in their investigation of water leak claims in tubing supply lines manufactured by NIBCOWhile the mechanical (HVAC, Plumbing and Electrical) warranty has long passed on the plumbing lines and fixtures in your home, in
some cases *** and D.RHorton have stepped in to assist our customers when a NIBCO leak has been reported, and repairs have been provided at no cost to our customersIf you experience a plumbing leak in your home, we request you to first contact *** *** *** at *** and then send D.RHorton San Antonio Warranty an e-mail at ***

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,
*** ***

D.RHorton will be reviewing the customers unresolved
warranty issues that are currently pendingHowever in regards to the
customer’s request for additional landscape repairs, the request has been
deniedThe items the owner is requesting for the landscape is not covered by
warrantyWe have
requested discovery items and back up emails or items in
writing from any promises from previous employeesThis to date has not been
receivedThe customer has signed off all closing paperwork and also has
accepted the landscapeD.RHorton will not be revisiting the landscape
request as we have advised the customer many times, due to no previous
pre-closing back up on verbal promisesWe are not liable for verbal promises
or actions and these requests are not covered under the RWC coverage levelWe
will make contact with the customer within the next business days to schedule
any remaining repairs for true warranty items

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 disputeMr* *** did do all he could as far as keeping us informed, but the entire process I feel seemed dragged out and totally unnecessary given that the deal fell through due to a DR Horton problemI luckily was able to set aside other funds to put a down payment on another DR Horton home, while awaiting my refundI feel DR Horton didn't do much at all to expedite the process, or help us in any other wayMy request is that DR Horton make things right with us, and at least offer us an upgrade or credit toward our other home since we put up with this ordeal and still purchased a DR Horton homeWe are not ones to ever ask for hand-outs, but in this situation I feel it's very warrantedThank you!
Regards,
*** ***

We appreciate the customer making us aware of their concerns and their patience in this matterWe have spoken with the division and all materials have been ordered for the remaining tile work, and upon receipt, an appointment will be scheduled at the customer's convenience to complete the
install

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meWe have an appointment to get repairs done, they were not done the first time they were scheduledI would like to keep the case opened until the repairs have been done and the home is up to standardsThank you all so much for helping me bring this issue to the table and hopefully begin getting things repaired :)
Regards,
*** ***

We have researched our records and found that you closed on your home August 20,At this time, you are outside of your year limited warranty with D.RHortonYou have a remaining 2-year warranty through *** *** *** (***) which covers major structural defectsIf
you feel as if your issue is a major structural defect, please contact *** for assistanceTheir direct number is ***

All outstanding warrantable concerns will be addressed per the terms of the warranty agreement and will be coordinated through the warranty department

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
We just heard heard from DR Horton today, 6/12/15, and was told they were coming back out Monday, 6/15/15, to look at the driveway AGAIN and they would come up with a planThis is about the third time we have heard this same thing and we have not seen or heard any plan of actionWhy is it taking so long to come up with what needs to be done?
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, however it is not satisfactory to me that the check was not mailed for
nearly two weeks after they said it to beWe had to file a complaint against them first, then they sent the check almost a week later and stated that it was computer error
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.The DR Horton response is rejected. It has not addressed all concerns for resolution that were listed in the desired settlement section of the complaint
Regards,
*** ***

Warranty is aware of the remaining items and apologizes for the delayThe HVAC cannot be charged until temperatures reach above degrees and will be scheduled at that time

We appreciate the customer giving us the opportunity to address their concernsTo the best of our knowledge, all items have been 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,
*** ***

Complaint: ***
I am rejecting this response because:multiple request to: correct airflow in bedroom Reverse what T&M AIR and Heating did in my attic in attempt to correct airflow, never addressed Knocking in master suite wall from usage of hot water in kitchen, master bath and dishwasher, never addressed Loud water sounds (waterfall) in pantry while doing laundry or using bath over pantry 2nd cement crack across garage floor Fallen object from under stairwell, never addressed Stairs- squeaky, popping and creaking, noisy Terrible Sheetrock finish in ceilings: b/r’s; kitchen; formal l/r and garage: (has appearance of 2x4’s or railroad tracks Area construction Mgr would only address one and there was no change
Driveway damage caused by DRH contractor in June; DRH did a terrible patch job finally in NovemberDriveway, sidewalk leading to front door is deteriorating; breaking up Porch is extremely slantedRepair to mud room door (leading from home to garage) was adjusted due to original framing CUT TOO WIDE; Air is coming induring recent cold snap freezing air coming in Air and light @ bottom of front doorOTHER DAMAGE CAUSED BY WARRANTY WORK DONE: HAS NOT BEEN REPAIRED, REPLACED OR COMPLETED B/R #door frame cracked in October when attempting door installation (DRH REPS WERE NOTIFIED) Hardiplank due to work not sanctioned by me: removal of what *** ***, construction Mgr coined as “extra concrete from home’s foundation: damaged 10/19/17; some replaced 11/20/17, ( more need replacement) never painted, never cleaned black markings or red mud from home’s exterior) Trim @ story foyer landing added per *** ***, project Mgr, never painted Holes (3) @ bottom of back door DRH replaced; holes created as a result of Asst project Mgr attempting to re-install full blinds Carpet seams everywhere installers cut carpet; DRH management agreed to replace due to 50+ contractors and subcontractors destroying the carpetPaint stains on porch, driveway and street in front of house due to painters coming to my home
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.Upon reviewing the response from Mr *** I contacted both professional tile installers who inspected the flooring installation and both of them stated that the proper way to re-grout is to remove the existing improperly installed grout and re-grout with new grout and neither of the problems mentioned by Mr*** will be present if done properlyUpon their installer indicating that the issue was with the tile and that he could not lay that tile properly D.RHorton brought out the manufacturer who stated there was no issue with the material usedI appreciate them stating that they will take care of the problem but my complaint was filed nine months ago and has required me to take numerous days off of work and we have yet to have a date for the problem to be properly repaired
Regards,
*** ***

We appreciate the customer reaching out and making us aware of their concernsWe have consulted with the division's customer service department and understand there were two reported and open warranty requests, one of which was completed last weekWe have confirmed the remaining item to address is
in progress, with a new sink vanity top ordered and scheduled to be installed next weekWe look forward to completing the warranty request