Windsor Homes

Initial Business Response / [redacted] (1000, 8, 2016/10/07) */ In response to the complaint filed by [redacted] at [redacted] , Windsor Homes would like to offer the following response: One week prior to closing, our builder met with the [redacted] and did a pre-closing walk throughAt this meeting, [redacted] made her own list of items to be addresses and brought that list back with her to the final walk through the day of closingShe was able to check every item as complete at that meeting Regarding the paint issues, [redacted] turned in a Customer Service request via our online system on June 6, All items listed on that request were paint related (drips, touch up's, etc)Our builder and his assistant determined that these items were not documented or pointed out at the pre-closing walk through with the buyer, nor by our Construction Manager at his final inspection of the homeWindsor Homes provides the homeowner with a complimentary paint toukit to be used for these types of items after closingWindsor Homes does offer to come back one time within the first year the buyer owns the home to repair and paint settlement cracks and nail pops that break through the drywallWe typically advise buyers to wait several months before requesting this service, as with season and temperature changes, the house needs time to adjust and settleTo date, [redacted] has not requested repairs to any items that fall into this categoryHowever, we did agree (via a voicemail from Jeff T [redacted] , our builder assistant) on August to have our painter come back and look for warrantable repairsI believe [redacted] misunderstood, per her August 19th email, that we would take care of items outside of the warranty at this time as well Regarding the dent to the garage door, [redacted] has stated in an email to George C [redacted] (the builder) dated July 25, 2016, that she backed into the doorWindsor Homes cannot repair damage done by the homeowner, though we did have the door opener checked by both the electrician and the company that provided and installed the garage door opener Regarding the water near the HVAC units, during the hot summer months, these units will produce several gallons per day due to the condensation process that happens while they are functioningIn excessive humidity, these may not dry up immediately, particularly when the units run almost continuously during the heat of summer [redacted] should see improvement in this as the weather cools and the units do not run as often Regarding any landscaping issues, the landscaping is maintained by the community Homeowner's AssociationAny issues should be directed to the association Regarding the excessive glue on at the transition from hardwood to vinyl in the Master Bedroom, we will be happy to schedule [redacted] , the flooring provider, to come out and clean this for [redacted] if she will allow itIn order to track this repair, we request that [redacted] submit this through on our online warranty system so we may properly document it Regarding the tubs/showers and toilet, our Construction Manager thoroughly inspected each of these prior to closingAlso, both the builder and the homeowners also saw these prior to closingThere were no damages or discolorations noted at this timeOnce a homeowner takes possession of a home, we cannot verify what products they use to clean their home, so we cannot be held responsible for damages that may occurHowever, Windsor Homes is willing to send out a certified tub repair company to assess the issues that [redacted] has notedIf the repair company determines that there is a manufacturer's defect in the tub/showers, we will work with the manufacturer to make any necessary repairsWe need to know if [redacted] is agreeable to allowing this assessmentIf so, she should also submit this request via our online warranty system Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) ID: C=builder,B=buyer,R=realtor,EM=email,HOA=Homeowner's Assoc The first walkthrough was hrs, which uncovered approximately items that needed to be addressed-some were in the contract besides paint issuesThe 2nd walkthrough, day of closing, was minutesAt the 1st one, the C was in a hurry to get to his next appt., did not provide the check list until the end of the walkthrough & wanted it signed so he could leaveIf the check list had been provided before the walkthrough, the B would have scrutinized areas listedDuring the 1st walkthrough numerous noticeable paint touch-ups were needed, which the R marked & were paintedAdditional paint was requested by the B at walkthrough to touchup any scuffs made by movers, not to correct C's errorsThe paint issues addressed in B's complaint were not seen until later when B was cleaningC commented a misunderstanding by B on paint touchup by C-only nail popups to be addressedWarranty Request Form dtd 6/included pics of touchups neededC EMs 6/& 7/asked if painter had come to addressIn Aug., C's assistleft voice mail C would paint touchups timeB confirmed via return voice mail this did not include the nail popup warrantyC's assistsaw the poor paint quality & defects in bathroom fixtures in July To emphasize the quickness of the job & lack of quality, before signing the contract & at the signing of the contract, an outlet location above the fireplace mantel was specified clearlyExtra cost for featureDuring construction, the B & R were advised again the location marked on the stud was not correct & the builder marked the correct locationHowever, when the outlet was cut, it was cut in the incorrect location (approx6" higher than requested & almost middle of fireplace instead of far left)See picThe C apologized & offered to fill in the spot and recutFrom prior experience, B knows patched areas show overtime & opt not for an extra hole in the wallEvident in a patched job by C in master bathroomThe mantel outlet is an eyesore which B now hides when decorating Re: the HVAC unit issue, if gal of water/day can flow from unit into clay soil, C's design should have engineered it upfront away from the houseInstead HOA retrofitted the units of single homes in section of community by connecting piping to route in front of houseIt's unknown if HOA fees will increase due to material and labor costs Landscaping-yard has deep dips causing drainage concern Re: glue issue and defects in bathroom fixtures, a warranty request form will be submitted to C to correctOver gluing has also been found in the kitchen areaA third party not affiliated with the B or C & agreed upon by B & C is requested to check the defects in the bathroom fixtures C is not relieved of responsibility due to improper construction & the home is under warranty for yearThis is not an isolated caseOther B's in the same timeframe that our house was built also have/had issues

Initial Business Response /* (1000, 5, 2015/05/29) */
Windsor Homes received a request from Mr*** on 5/stating that his Guest Bath toilet was leakingOur plumber went out on 5/12, checked the toilet thoroughly but found no leakWindsor Homes received a second request from Mr*** on
5/again stating that the Guest Bath was leakingOur plumber went out again on 5/and still found no leak, but did remove the toilet and replace the wax seal as a precautionUpon receipt of this complaint, we had our building superintendent contact Mr*** again this weekAccording to all information that we have, this issue has been resolved at this time

Revdex.com:
Hello,I am writing to let you know the following dispute with Windsor Homes has been resolved.If you have any additional questions for your records, please let me know. Thank you, [redacted]

Initial Business Response /* (1000, 8, 2016/10/07) */
In response to the complaint filed by [redacted] at [redacted], Windsor Homes would like to offer the following response:
One week prior to closing, our builder met with the [redacted] and did a pre-closing walk through. At this...

meeting, [redacted] made her own list of items to be addresses and brought that list back with her to the final walk through the day of closing. She was able to check every item as complete at that meeting.
Regarding the paint issues, [redacted] turned in a Customer Service request via our online system on June 6, 2016. All items listed on that request were paint related (drips, touch up's, etc). Our builder and his assistant determined that these items were not documented or pointed out at the pre-closing walk through with the buyer, nor by our Construction Manager at his final inspection of the home. Windsor Homes provides the homeowner with a complimentary paint touch-up kit to be used for these types of items after closing. Windsor Homes does offer to come back one time within the first year the buyer owns the home to repair and paint settlement cracks and nail pops that break through the drywall. We typically advise buyers to wait several months before requesting this service, as with season and temperature changes, the house needs time to adjust and settle. To date, [redacted] has not requested repairs to any items that fall into this category. However, we did agree (via a voicemail from Jeff T[redacted], our builder assistant) on August 10 to have our painter come back and look for warrantable repairs. I believe [redacted] misunderstood, per her August 19th email, that we would take care of items outside of the warranty at this time as well.
Regarding the dent to the garage door, [redacted] has stated in an email to George C[redacted] (the builder) dated July 25, 2016, that she backed into the door. Windsor Homes cannot repair damage done by the homeowner, though we did have the door opener checked by both the electrician and the company that provided and installed the garage door opener.
Regarding the water near the HVAC units, during the hot summer months, these units will produce several gallons per day due to the condensation process that happens while they are functioning. In excessive humidity, these may not dry up immediately, particularly when the units run almost continuously during the heat of summer. [redacted] should see improvement in this as the weather cools and the units do not run as often.
Regarding any landscaping issues, the landscaping is maintained by the community Homeowner's Association. Any issues should be directed to the association.
Regarding the excessive glue on at the transition from hardwood to vinyl in the Master Bedroom, we will be happy to schedule [redacted], the flooring provider, to come out and clean this for [redacted] if she will allow it. In order to track this repair, we request that [redacted] submit this through on our online warranty system so we may properly document it.
Regarding the tubs/showers and toilet, our Construction Manager thoroughly inspected each of these prior to closing. Also, both the builder and the homeowners also saw these prior to closing. There were no damages or discolorations noted at this time. Once a homeowner takes possession of a home, we cannot verify what products they use to clean their home, so we cannot be held responsible for damages that may occur. However, Windsor Homes is willing to send out a certified tub repair company to assess the issues that [redacted] has noted. If the repair company determines that there is a manufacturer's defect in the tub/showers, we will work with the manufacturer to make any necessary repairs. We need to know if [redacted] is agreeable to allowing this assessment. If so, she should also submit this request via our online warranty system.
Initial Consumer Rebuttal /* (3000, 10, 2016/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ID: C=builder,B=buyer,R=realtor,EM=email,HOA=Homeowner's Assoc.
The first walkthrough was 2 hrs, which uncovered approximately 4 items that needed to be addressed-some were in the contract besides paint issues. The 2nd walkthrough, day of closing, was 15 minutes. At the 1st one, the C was in a hurry to get to his next appt., did not provide the check list until the end of the walkthrough & wanted it signed so he could leave. If the check list had been provided before the walkthrough, the B would have scrutinized areas listed. During the 1st walkthrough numerous noticeable paint touch-ups were needed, which the R marked & were painted. Additional paint was requested by the B at walkthrough to touchup any scuffs made by movers, not to correct C's errors. The paint issues addressed in B's complaint were not seen until later when B was cleaning. C commented a misunderstanding by B on paint touchup by C-only nail popups to be addressed. Warranty Request Form dtd 6/7 included pics of touchups needed. C EMs 6/7 & 7/16 asked if painter had come to address. In Aug., C's assist. left voice mail C would paint touchups 1 time. B confirmed via return voice mail this did not include the nail popup warranty. C's assist. saw the poor paint quality & defects in bathroom fixtures in July.
To emphasize the quickness of the job & lack of quality, before signing the contract & at the signing of the contract, an outlet location above the fireplace mantel was specified clearly. Extra cost for feature. During construction, the B & R were advised again the location marked on the stud was not correct & the builder marked the correct location. However, when the outlet was cut, it was cut in the incorrect location (approx. 6" higher than requested & almost middle of fireplace instead of far left). See pic. The C apologized & offered to fill in the spot and recut. From prior experience, B knows patched areas show overtime & opt not for an extra hole in the wall. Evident in a patched job by C in master bathroom. The mantel outlet is an eyesore which B now hides when decorating.
Re: the HVAC unit issue, if 20 gal of water/day can flow from unit into clay soil, C's design should have engineered it upfront away from the house. Instead HOA retrofitted the units of single homes in section of community by connecting piping to route in front of house. It's unknown if HOA fees will increase due to material and labor costs.
Landscaping-yard has deep dips causing drainage concern.
Re: glue issue and defects in bathroom fixtures, a warranty request form will be submitted to C to correct. Over gluing has also been found in the kitchen area. A third party not affiliated with the B or C & agreed upon by B & C is requested to check the defects in the bathroom fixtures.
C is not relieved of responsibility due to improper construction & the home is under warranty for 1 year. This is not an isolated case. Other B's in the same timeframe that our house was built also have/had issues.