D.R. Horton America's Builder

We are currently working on a drainage issue for this development and have informed the homeowner that the repair is slated at a developer level for this month. Upon completion of the drainage swale, we will be making repairs to customer lots and landscape Thank you, ***
***

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 reason why I am rejecting the business response is as follows; as mentioned on my complain, I have submitted several warranty request along with photos of the same issueThe last submission was January 12, 2016, up to this day I have not been contacted by D.RHorton in regards to a resolution to the issue.Ms*** *** responded back to an inquiry on November 30, saying the following : "The
landscaper, *** just came by here and I talked to him about the
water standing. He said he had gone by to look at it a while
back and that it drains as it should. The warranty rule is that it
drains within hours after rain has completed. I understand how you
feel and am sorry, but I have done all that I can do on my part." After receiving that email, I called Ms*** at *** to explained that I understand that some water should accumulate when it rains but not to a point where it gets flooded and you can not walk the walk-side or the driveway and if you do, you will be getting your shoes soakedI also explained that none of my neighbors have that issue when it rainsI also mentioned that the water doesn't drain within the hours after rain has completed, I then proceed to invite her and management to go over and walk the walk-side within the hours after rain has completed to see if that was normalShe responded by saying that she was sorry and she understand my frustration but there was nothing she can do.I also asked her when the landscaper *** was there because I never received a notification of him going to my place to look at the issueShe said that it was several weeks back during that monthI told her that it did not rain during that time and it was obvious that he was not going to find a problem during that time. I then asked to talk to a manager or higher up and she responded by saying none were available but she was going to rely the messageI never received a phone call after that or any type of resolution response.I have attached photos of the water flood that occurs in front of my house along with the drivewayThese photos have been submitted to D.RHorton several times.D.RHorton seems to disregard the issue. I am surprised of the terrible way of treating a customerI have expected much more from a prestigious and reputed companyI am asking for justice, and requesting the builder to insert drainage pipes in the driveway, sidewalk and areas of need in order to resolve the flooding issue
Regards,
*** ***

The original electrician Allstate Electric was sent a work order to review this matter and completed the work on 12/1/The electrician informed *** *** that the breaker popping was a result of all the electronics he has plugged into that particular outletAttached is the completed work order
with the homeowner’s signature stating they completed the work

The subject complaint was followed up on by the division and they advised that all remaining repairs were completed on 8/23/2017. Thanks,***

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 was provided a closing date of 06/27/at the time of contract signing which is months before date you just provided(Your home is projected to be completed 8/26/16.)I am having trouble understanding how "There are no abdelays in building your home." unless the estimated completion time provided to me when I signed the contract was misrepresented.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: the entire issue has not been resolved, and ** *** has yet to give a time in which is convenient to walk the home together immediately (24-48hrs) following rain and/or reasonable running of sprinklersAlso, the neighbors to my left are experiencing extreme flooding of their yard following the installation of our drainIt's a constant complaint during rains.
Regards,
*** ***

I visited with Mr*** again on Friday 8/7/and discussed his concerns about the warm temperature in his cabinet in the upstairs master bathIt was noted that at the time of our visit at 4pm on Friday 8/7/that the doors to the master bath were closed and the a/c was set to degrees and the outside temp was degrees…upon inspection of the walls in the master bath they appeared to feel the same temperature as the rest of the walls in the homeMr*** had emptied one of the cabinets and had placed a thermometer inside which at the time of inspection read degrees with the doors closedI explained the importance of leaving the doors open for proper circulation due to his system being designed as an open door systemMr*** did not care for any explanation or information to help lower the temperature in his cabinet that I offered, nothing appears to be out of the ordinary.Thank you, *** ** ***

*** and I have scheduled a warranty and service repair day for Monday 6/13. *** only has four hours on this today for the repairs to be completedBut I believe we will be able to make it happen Thank you, *** ** *** DR Horton - America's Builder!

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 sent the requested documentation within minutes of their request on October 21st.I will consider the matter closed when payment is received
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,
*** *** Since the last response the only items that have been addressed is the light switches, the floor (poorly done), the holes in the wall, the carpet re-installed and the gas lines on the roof. The items that are still pending is the window in the kitchen; the time and day previously given has once again come and gone. The roof repair was started on October 18th and has not been completed; no information has been provided to indicate when that will be completed. When the roofing material was peeled back in the area I had expressed was not secured to the framing and the plywood was exposed it was clearly only laid onto the framing; the worker was able to lift a section of at least eight feet in length by no less than one foot in width out of the exposed section with the use of only his hands. When the interior framing was exposed I observed a section of the cooling and heating duct was "crimped" and I called *** *** to inform him; he quickly sent the sub contractor for the duct work whom explained to me that there was no way the duct was crimped and it was only the external insulation on the actual duct that was compressed. To this day and even after brining out a thermal imaging device; no one can tell me why there is a very noticeable change in the temperature in the rooms upstairs. The sub contractor that came out with the thermal device literally scratched his head and stated "he would not comment since he was stumped" on why there was a noticeable change in temps. The refrigeration units have not been changed out; at the time of the last response I was informed that the units would be replaced. I was informed on the 18th that they would be replaced no later than the 23rd. Today I received a phone call notifying me they would be replaced tomorrow, this only after I again complained that no action has been taken; my concern was shared with *** *** from DR Horton. The issue with the rock wall that was previously discussed has not been addressed. *** *** from DR Horton stated he would have someone come out to the property and perform a survey on October 19th; no one has been here except for the local county tax assessor (not sure what to think about that) to measure the property. I called the county tax office and have not received a call back on as to what the nature of their visit was. As previously mentioned the wall on the east end of the property is less than the height it was supposed to be. In conversation with *** *** I pointed out the wall had approximately a six inch footing to which he stated it should have been one foot. I advised *** *** that I would like to have copies of all materials used on my home and permits that were obtained; it is still my belief that corners were cut when building this home. I am sure that there are others in a similar situation; in speaking with some of the workers that have come to perform some of the work; they all have been in disbelief on how many repairs they are completing on this and other DR homes. On September 25th when the issues with the tile roof and the gas lines were addressed I did not have an opportunity to view the work that was completed. When I went back on the roof on the October 18th; the roof tile issues were still not addressed properly and I further found some of the roof tiles were broken. I spent most of the morning on the roof to ensure the work would be completed. I came off the roof when I believed the work would be completed only to find out on October 23rd it was not. I can only wonder what I will find when I go back up. It continues to be a major disappointment when in comes to dealing with DR Horton. The unfortunate end result is that I am sure I will continue to have issues even after the items I have submitted as concerns are mediocrely repaired in my opinion

There are multiple warranty requests submitted for my address since we purchased new concerning standing water, over-saturated ground, and poor drainage in the swales surrounding our
houseEach request has either been ignored or a poor fix has been implemented to try and resolve the problemI was advised by the last contractor sent from DR Horton that the standing water was not acceptable and fully warrantableI also have second opinions from multiple landscapers acknowledging poor drainage due to inadequate planningMy last claim was approved conditionally in the event that the work performed would solve the problemIt has not, however the DR Horton has failed to acknowledge thisPlease assist with sending a proper landscaper to insert a drainage system

homeowner was not promised architectural shingles and the house was constructed per the contract

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, as there is no indication that it was sent by someone in an authoritative roleIt also does not address the purpose of the complaintMy complaint was about the poor customer service and not directly about warranty issues, however I used warranty issues as examples of the poor customer service. To me this response takes no responsibility for the poor customer service, the way I've been treated, nor does it provide any specifics on how that service will be better in the futureIt looks like an email I would have received from my warranty representative and stops short of calling me a liar when it comes to the yard issue I used as one of my examplesThis response tells me that this culture of poor customer service has been fostered from the top down
Regards,
*** ***

We apologize on behalf of the subcontractors who did not arrive as planned at the scheduled appointmentThe remaining work has been rescheduled for 5/and 5/We look forward to resolving any remaining concerns on these two days and appreciate the customer's patience

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,
*** ***

I have contacted the original plumbing contractor (*** *** ***) regarding your claim and unfortunately they have no record of your warranty claim. You are aware that your new home is provided with a Limited Builder Warranty, Mechanical Warranty and a Limited Structural Warranty
The Mechanical warranty (HVAC, Plumbing, Electrical) is provided directly with the customer and mechanical contractor for two years from the original date of closingThose mechanical contractor numbers are located on the electrical panel in your garage and are provided in your closing documents as well as instructions provided on our afterhours notification system when you contact our warranty office. I noted the buyer walk and orientation documents (attached) which outline the process as well in your house file/closing documents that were signed during the orientation by the buyer (you)Please understand, In order to file a claim against a contractor and or hold a contractor accountable for an alleged defect. We (builder and homeowner) must first allow that contactor a reasonable opportunity to inspect an alleged defect and if applicable provide the necessary repairThe invoice you provided was dated prior to our notification as well. We recommend if you experience a concern with regards to the mechanical systems in your homeTo first allow the original contractor an opportunity to inspect the alleged defect, throughout the ownership of your homeIn closing, NO ACTION will be taken by the plumbing contractor *** *** *** nor the Limited Builder Warranty due to coverage and no opportunity to inspect prior to third party paid repairs Respectfully,

Date: 7/24/Revdex.com-FtWorth Attn: *** *** Complaint ID: *** Consumer: *** *** *** *** *** *** This is to inform you that D.RHorton-Huntsville, Alabama office will be reimbursing Ms*** *** in response to
her Revdex.com complaint. The total amount of reimbursement she submitted was in the amount of $which is what we have agreed to pay. Hopefully, this will be to Ms*** satisfaction

Our Warranty Field Director is currently assessing the report she submitted to us from her insurance company and we will coordinate with her on next steps

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 as nothing else can be physically done. While I do admit that the crews who did not speak English probably had the orders translated to them (incorrectly), it was still a failure on D R Horton's part because they still did the wrong side over times. It is a failure on many levels. If a service is being performed, communication has to happen. I still hope my story is posted for others to see. As big as this company is, things can still get dangerous, and they can still fail in customer service. I hope my story can be a lesson for others
Regards,
*** ***

According to the Superintend half of their items has been addressed. He met with homeowners last week to review the issues and is currently in the process of scheduling the remaining repairs which will complete all their outstanding issues Thank you, *** *
***