ComplaintsforRichmond American Homes

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My house was flooded when Richmond American homes sloped the backyards of the homes behind me incorrectly.

  

  Business response

  08/26/2024

  Dear Accredited Business Resolutions Specialist:
  
  Richmond receives the Huffs concerns regarding the potential impact of the grading on our ************ development, situated near their property. We understand that issues such as these are sensitive and require thorough consideration.
  
  Upon preliminary inspections, it has been observed that the landscaping on the Huffs lot appears to be sloping towards their home, with a concrete slab extending up to the basement window *****. It is important to note that each homeowner is responsible for maintaining on-lot retention to manage water effectively on their property.
  
  I reached out to the Huffs via email on 8/26/2024. The lot behind the Huffs home is still under construction. Richmond can confirm that the grading for the Canton Ridge development was executed strictly according to the approved plan and has been certified by a qualified professional. Additionally, to further ensure proper water flow, a berm was constructed along the edge of the property, adjacent to the Huffs lot.
  
  Furthermore,the recent unprecedented rainfall in our area has contributed to unusual water accumulation, which is beyond the control of Richmond American Homes. While we sympathize with the difficulties the Huffs are experiencing, our findings so far suggest that the water management issues on the Huffs property are not a direct result of actions taken by Richmond.
  
  That said, Richmond is committed to being a good neighbor and has advised the Huffs of our willingness to conduct further investigations to ensure that all factors are thoroughly reviewed. At this time, however, Richmond American Homes does not find itself liable for the conditions reported.
  
  We apologize for any frustration our neighbor may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***********************
  Vice ********* Operations, Utah Division
  Richmond American Homes

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a home back in 2023 with American Richmond and have had nothing but issues. We have still not had our 30 day items complete and many more warranty items that were submitted after the fact but before the one year deadline. They have ran through employees with nothing ever taken care of and no indication to care about fixing anything. I have reached out to the most recent *** with no response as have several neighbors. One who even shared that they wont do anything else for ***airs. We just want our homes to be fixed. We have outside paint touch *** needed, floors peaking, caulk on cabinets, wonky tile in bathroom, transition where the wall was cut up so it could slide into instead of being flush.

  

  Business response

  08/26/2024

  To whom it may concern:
  We are in receipt and are responding to Ms. ******************** Better Business Bureau case referenced
  above.

  
  Customer's Statement of the Problem:
  We purchased a home back in 2023 with American Richmond and have had nothing but issues. We have still not had our 30-day items complete and many more warranty items that submitted after the fact but before the one-year deadline. They have run through employees with nothing ever taken care of and no indication to care about fixing anything. I have reached out to the most recent *** with no response as have several neighbors. One who even shared that they won't do anything else for ***airs. We just want our homes to be fixed. We have outside paint touch *** needed, floors peaking, caulk on cabinets, wonky tile in bathroom, transition where the wall was cut up so it could slide into instead of being flush.
  Disputed Amount: $650000.00
  Desired Settlement: Finish the Job

  
  Background:
  ******************** retained a 3rd Party Home Inspector, Advantage Home Inspections, to perform an
  independent inspection on the home before to her taking occupancy. The CET10-Guided Home Tour was performed on 05/08/23 by Superintendent ******************************* and listed 39 items. The CET11-Richmond Ready Presentation was performed on 05/15/2023 with 11 items completed and 28 items remaining open from the CET10. 9 more items were completed on 7/25/2023.
  ******************** closed on her Richmond American Home on 5/16/2023. During her one-year warranty period, ******************** had 38 warranty requests which included 58 warranty items that have been completed. ********* Specialist *************** ****** personally met with ******************** on 3/19/2024 to review any outstanding warranty service items, the majority of which were complete.

  
  On 8/21/2024, ************** ****** followed up again with ******************* to review any outstanding items, ******************** was unable to recall the details, stated she would speak to her husband, and put together a list and forward it through the warranty service portal. At this time, there were (2)items that had not been completed

  
  ? Raised tile in the shower area appointment scheduled for 7/25/2024 homeowner was unable to recall which tile was an issue, so no work was completed.
  ? Silicone on the bathroom cabinet - appointment scheduled for 7/25/2024 The homeowner was concerned that removing the silicone would also remove the paint on the cabinet, so the service was refused, and no work was completed.
  ******************** did identify the following items as needing ***airs during her conversation with ************** ******. Specifically,
  1. damaged baseboard in the living room.
  2. Paint touch-up on stucco at the eave.
  3. Trim under the sliding door that needs to be touched up.
  4. Remove silicon from the bathroom cabinet.

  
  After speaking with her husband, ******************** will advise with any additional items needing ***air. The ***airs noted above are confirmed for 8/28/24. Our failure to initially set the appropriate expectations on how to obtain timely service led to many Customers out of frustration reach out directly to their Sales Representatives via text, email, and phone calls.Emails and texts have no way of getting into our system for tracking and follow-up. We must we have all requests within the system to accurately notify our trades and be able to complete multiple items on one site visit as well as allow documented follow-up where necessary.

  
  The attached service history affirms our efforts to resolve Ms. ********* legitimate concerns, and we disagree with her characterization that no one cares about fixing anything and nothing is ever taken care of. We will continue to work diligently and demonstrate through communication and follow up our commitment to provide ******************** the Customer experience ********************** is typically known for.
  
  Sincerely,
  *********************
  ********* Specialist
  NorCal Division
  ******************************
  Richmond American Homes
  ********************

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 28 February 2023, my wife and I purchased a new home from Richmond American Homes (RAH) for $772,833 total sales price. The week prior to close, we conducted an inspection of the property alongside the builder's project manager. During this initial inspection, we found over 100 items that needed fixed on the home. Our biggest issue was that cold air comes into the home during the winter, somewhere through the walls. It flows between the floor and wall and through the wall sockets on our main floor. Throughout winter, our home heating system will not warm our home to 70 degrees Fahrenheit. The warranty states that the builder will correct issues if the heating system cannot maintain 70 degrees under normal operating and weather conditions.*** made a cursory attempt to fix it by spraying foam insulation outside the home, then along the floorboard. This did not fix the issue. When the RAH homecare manager took over the issues with our home, they made one further attempt to fix it, then stated they would do nothing further to fix the problem.Other unresolved issues after RAH sent some contractors to work on our issues include:- Squeaky floors in the common areas on the first floor (everything below the luxury vinyl plank flooring).- Kwikset cement driveway (every home on our block has the same issues)- ceiling drywall joints visible in kitchen and great room, even after attempted fix - unfinished fixing of two posts holding back porch roof Lastly, the Weather Smart Housewrap is required to be installed with six-inch overlap below the top of the cement lower layer, using Fortifiber Sheathing Tape to seal the seams. All around the outside of the home, the housewrap is improperly installed with no tape visible. By looking up under the siding, one can clearly see the wooden framework. The warranty is void should the wrap be installed improperly, and this could cause moisture, air leakage, etc. Most of our home issues could be attributed to this.

  

  Business response

  08/27/2024

  Dear Accredited Business Resolutions Specialist:
  
  We have reviewed the complaint and inspection report. Please note that home inspections are commonly full of suggestions that are not necessarily warrantable or code violations.
  
  This homeowner closed on their home on 2/28/2023. Towards the end of the first year of warranty, we provide a one-time drywall and paint service. That service was provided for this homeowner. There is no longer any warranty or about the drywall and paint.
  
  Secondly,the house wrap. We do not install Weathersmart house wrap, as claimed by the homeowner. We install Tyvek HomeWrap which is taped where the seams overlap.The house wrap stops at the bottom of the plywood but is not taped at the bottom. Taping it will trap any water that gets behind it.
  
  The home inspector clearly states that the concrete exhibits spalling deterioration of the surface including flaking of the top layer. He continued,Commonly caused by the freeze-thaw cycle. This is not a warrantable issue,but we will investigate it.
  
  The HVAC subcontractor has been made aware of the homeowners complaint about not being able to heat the home to 70 degrees. LVP has already been ordered to address the squeaky floor and installation will be scheduled. The back porch post issue has been scheduled by the ********* Specialist.
  
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***********************
  Sr.Departmental Coordinator, Mid-Atlantic
  Richmond American Homes

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For our new home, we selected upgraded exterior lighting from a set of options offered for houses in our development - Trail Crest in *********************. We closed on ownership of our home on August 31, 2023. We have 4 lights we upgraded for a total of $900. It should be noted that none of the options, including the standard non-upgrade fixture were down light type. Recently the builder started installing different down light type fixtures as standard on homes under construction. We learned that the Trail Crest CC&Rs require exterior down light fixtures so we are required to change out our fixtures to comply with these CC&Rs. We have requested reimbursement for the upgrade charge only ($900), forgoing the cost for re-installation of new compliant lighting. We made 2 requests to the ********************** with no reponses provided. Because the new standard exterior fixtures are not appealing we have purchased and installed new downlights consistent with the overall decor of our home. Because the builder should never have offered non-CC&R compliant upgrade fixtures in the first place, we want to be reimbursed for our $900 upgrade cost.

  

  Business response

  08/21/2024

  Dear Accredited Business Resolutions Specialist:
  
  We will be reimbursing the Eisenharts ****** for the lighting upgrade.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************************
  Director of ********** **********
  Richmond American Homes

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at a new home built by Richmond American Homes. I'm a retied fireman from N.Y. and live here for 16 months and still waiting for things to be fixed. I spoke to *** at ************ or 303 694 9109 1) the gate for my fence 2) my driveway was just repaired on 07.10.24 and it is already cracked. It was such a bad job 3) there are so many things done wrong, like no smoke detectors in the kitchen 4) just too many problems mention I would like a inspector to come and see the problems They are also dumping concrete all over with no protection. There were children playing in the unfinished homes over the 4th of July.

  

  Business response

  08/16/2024

  Dear Accredited Business Resolutions Specialist:
  
  *********************** met with ***************************** and agreed to get his gate fixed. **** will also have the area around the concrete pour cleaned up. If **** has any questions or concerns, he is welcome to contact me at ************.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  ***************
  Director of ********** South Division
  Richmond American Homes

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been over a year since I last submitted my complaint and guess what? NOTHING HAS BEEN FIXED. Richmond noted that they brought people to address our issues and connected with ** to resolve our issues. All they did was bring in some guys to adjust the placement of a vent, WHICH WAS STILL CROOKED AND THE LIGHTS STILL GO OUT. Lazy work by lazy, incompetent people. The Richmond rep had the nerve to note that they were working to resolve the issue - and then when I call back for follow up, the lady who was supposed to help us was no longer with the company!! Since then, our microwave still sounds like it is going to explode when it is in use, the ** contractor said they would replace it but then never showed back up or called, and no way to call them. The lights flicker in our house consistently, causing our fan to go on and off throughout the day, weve replaced a water heater because the hot water kept going out, and the new water heater still goes out - so its something with the house thats triggering it!!! Since the year, weve gone through headaches bc of this house. Ive honestly felt like giving up on life because of the issues that this house has brought upon us. Richmond takes no accountability nor cares to try. They only care about how their response looks on the BBB page on top of all the other complaints that come in, just to show that theyre responding when really the fix NOTHING!!!!! Im tired, I really am. This house and this company has caused so much grief and my health is taking a toll because of it.

  

  Business response

  08/06/2024

  Dear Accredited Business Resolutions Specialist:
  
  We met with ********************* 8/5/2024 to go over the BBB complaint items that have been listed. The hood shroud issue has since been resolved. Our customer stated the microwave made an unusual sound, but we were unable to recreate that on-site when we met. Our customer has had GE out a couple times and we referred her to contact GE again to follow up on her microwave concerns as this is a GE manufacture to homeowner warranty. ********************* said that her water heater pilot light kept going out and our customer has replaced their water heater.The new water heater pilot is also going out intermittently as well and we explained this happens sometimes when its windy and the garage door is open it can cause the pilot to get blown out and because the homeowner replaced the water heater this issue is also resolved. The other item was light flickering, our customer installed their own ceiling fans and the one in the living room doesnt work at all and the one in the master turns on randomly. We let ********************* know we would be scheduling out an electrician to check the flickering lights but if its an issue with the ceiling fans they would be responsible to check their installation as we provided the prewire only. We are in the process at this time to get the next available schedule date for the electrician to come out for our customer.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concern. ********************* can also submit a service request online to our home care department should they have any questions or have any new warranty items that need addressed.  
  
  Please let us know if you have any questions.
  
  Sincerely,
  *********************
  Director Home Care
  Richmond American Homes

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to formally file a complaint against Richmond American Homes regarding their inadequate response to warranty issues. We purchased a home from them on June 20, 2024, and are covered under a one-year builders warranty. Despite submitting multiple repair requests for critical issuesincluding water leakage from an electrical outlet, an underpowered AC unit, and several cracks in the side of the houseamong several other repair requests, Richmond American Homes' warranty department has been unresponsive. Our attempts to address these concerns have been ignored, leaving us without necessary repairs. We are seeking BBB intervention to ensure that the repairs are completed as promised under our warranty agreement.

  

  Business response

  08/05/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted ************************* via email on 07/29 requesting some pictures and additional information that we needed to process her requests.
  
  We did receive confirmation and the information needed to move forward. The ********* Rep and ********* Coordinator also sent her a list of the updated work orders that have been issued.
  
  I am working on getting scheduled dates for all the items by the end of today. It does appear the ** company has been to the home already and we are sending the insulation company to verify for proper insulation. The electrician is trying to schedule service on 8/7 and just waiting for confirmation from the homeowner.Once I have the dates locked in for all items, I will contact the homeowner again to confirm.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *********************
  ********* Manager,
  Richmond American Homes - *******

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Living in a Richmond American Home since Dec 2016.10/21/18 Asked about and sent request to document issues with the driveway cracking in several places- we were told nothing under a 1/4 inch is covered and to watch it.10/15/21 driveway continues to crack - no response from RA.December 2021 - We file a BBB complaint about the driveway, cracked foundation under our home, and windows continuing to fail.12/23/21 *********************** ******** Care QA Manager) comes out to look at the driveway, thinks there was a problem when it was poured, and says he will send an evaluator out to look at it. As expected, no evaluator reaches out to us.Currently - Every panel in the driveway is cracked (6), chunks of concrete detach, and has become unsafe due shifting slabs creating an unlevel walking surface. No other driveway in the neighborhood has the severity of issues we have, except for expected 1-2 thin cracks.6/28/2024 We reach out to *********************** and the *********************************** at ************ - no response from either and *************************** email is now ********'s (Loan processor for RA in ********).07/15/2024 We file new BBB complaint due to no response from RA and deteriorated/unsafe/uneven driveway. We are looking to have RA replace the driveway as it should have a long time ago. Separately, the windows which failed since we moved in and have had replaced 3 times continue to fail - fog up between the glass panes and appear permanently streaked. We gave up on filing complaints and having them replaced since the panes fog up months later and it is a cost to us to have them replaced each. Last time, ** said it was up to the contractor Construction Solutions, "washing their hands" from it. Other homes in the neighborhood have had the same issues.We would like a window evaluation and for RA to coordinate with the contractor to replace panes with better material since RA knew of the issues months after we moved into the home.Thank you!***** and *******************

  

  Business response

  07/17/2024

  Dear Accredited Business Resolutions Specialist:
  
  In accordance with our warranty handbook, section E.1.l states The following are NOT covered under this Limited Warranty:
  1. Loss or damage to, or caused by, recreational facilities; driveways; walkways; patios,porches and ****** not structurally attached; decks and balconies which are not bolted to or cantilevered from the main structure of the Home; boundary and/or retaining walls; bulkheads; fences; landscaping, sodding, seeding, shrubs,trees and plantings; subsurface drainage systems (other than footer drains);lawn sprinkler systems; off-site improvements, including streets, sidewalks,adjacent property and the like; or any other improvements not part of the Home itself.
  
  Furthermore, in accordance with the warranty handbook, section 3.31 states condensation or frost on the interior window surface. No action is required, and that condensation is relative to the quality and type of windows. Temperature differences in high levels of humidity along with individual living habits will cause condensation.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *****************************
  Warranty Supervisor, ************
  Richmond American Homes

  Customer response

  07/18/2024

   
  Complaint: 21989485
  
  I am rejecting this response because:

  1. The driveway issues were going to be addressed by Richmond American after *********************** came out to look at it and was going to send an evaluator out - in addition he stated that it may have been a problem when the driveway was poured - you can see a crackling appearance throughout, in addition to the crevices. 

  2. The windows throughout the house have streaking between the panes and it is not condensation on the inside. The cloudy and streaked appearance is there permanently. Richmond has been fully aware of what the issue is and that the window panes have been replaced three times. We do not believe that any builder would reasonably expect window panes to fail after a few months of installation and continuously, thereafter.
  

  We are still looking for Richmond to replace the driveway due to faulty concrete/installation and window pane replacement (or windows, if needed) that will last for many, many years and not months.
  

  Can Richmond be more specific about what they mean when stating that they are working tot resolving the concerns?
  
  Sincerely,

  *******************

  

  Business response

  08/01/2024

  Dear Accredited Business Resolutions Specialist:
  
  We would like to offer to patch the cracks even though it is not warrantable for the inconvenience.
  
  Please let us know if you have any questions.
  
  Sincerely,*****************************
  *****************************
  Warranty Supervisor, ************
  Richmond American Homes

  Customer response

  08/01/2024

   
  Complaint: 21989485
  
  I am rejecting this response because **************** is offering to patch up the driveway cracks which will not resolve the issue of the driveway's concrete crumbling. You can tell from today's photos that the consistency of the concrete does not look right and why Richmond (***********************) had agreed to send an evaluator. If all that it needed then was a patch up, we would have accepted it. As I stated before, no one from Richmond ever called or came by to evaluate the driveway.

  These past years have been filled with family loss and illness preventing us from focusing our attention and energy on matters such as holding Richmond American to their word.

  We first alerted ************ as to the concerns with the driveway back in 2018, so RA can't say they were not informed.

  We would like for the driveway to be evaluated, as Richmond agreed to do on January of 2021.

  
  Sincerely,
  
  *******************

  

  Business response

  08/15/2024

  Dear Accredited Business Resolutions Specialist:
  
  We would like to set up a site visit with a concrete professional to come evaluate.
  
  Please let us know if you have any questions.
  
  Sincerely,
  *****************************
  Warranty Supervisor, ************
  Richmond American Homes

  Customer response

  08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my new construction home in Horizons at ******** on 7/28/23. At my final walk through on 7/27/23, the customer service rep **** (no longer the contact) explained that we are offered a one time courtesy visit from painters within one year of our escrow close to touch up dings and scratches in the interior paint. He explained that it is only one visit and encouraged me to wait until close to the one year date to take advantage of the service. Fast forward to now, we approach the one year **** and I am being told by the current CS **** ****** that the company does not offer this. I discussed the issue with other homeowners and learned that not only were other people promised this, but my neighbor in lot 40 had the service completed last Wednesday on 7/10/24. Their painters were at the house for an entire day touching up the existing interior paint, at no charge to them. To tell one homeowner no and go ahead and provide the service to another homeowner is not just bad business, its discrimination. I would like RAH to follow through and provide the same service promised and given to my neighbor, to me as well.

  

  Business response

  07/22/2024

  To Whom It May ****************** have been in communication with the homeowner, *******************************. We have gone over the concerns noted as outlined in the agreed upon RWC warranty program. 
  
  While we do offer a onetime courtesy for drywall settlement touch up at the years end, we do not offer a year-end paint touch up. If there are any drywall repairs for settlement at the year end, we would naturally paint those repairs. 
  
  We apologize for any frustration our customer may have experienced and will continue to work towards addressing any future requests.
  
  Please let us know if you have any questions.
  
  Sincerely,
  Richmond American Homes

  Customer response

  07/23/2024

   
  Complaint: 21989084
  
  I am rejecting this response because:

  I would like to understand why my neighbor in lot #** received an interior paint touch up throughout their home. While you may explain that this is not a company policy to offer, your employee **** explained differently to myself (and others) and now RAH has serviced at least one other home that I am aware of fulfilling this one time paint touch up. How can you service one home and not offer the same exact thing to every homeowner? 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/05/2024

  ******/******* Better Business Bureau 
  Attention: Accredited Business Resolutions Specialist
  **********************************************************************************
   
  RE: BBB Case # ********
   
  To Whom It May ******************  
  We have been in communication with the homeowner, *******************************, and have gone over the concerns noted as outlined in the agreed-upon *** warranty program.  
  
  While we do offer a one-time courtesy for drywall settlement touch-up at the years end, we do not offer a year-end paint touch-up. We do not offer a whole house repaint or touch up or repair damage caused by the homeowner. If there are any drywall repairs for settlement at the years end, we would naturally paint those repairs.  
  
  Their complimentary drywall settlement has been scheduled for August 13, 2024, between 8- 9 a.m. We also forwarded a copy of the agreed-upon *** warranty program to the homeowner for their reference.  
  
  Richmond also does not discuss what happens in one homeowners home compared to another home, but we can assure you that it was only paint touch-up from drywall settlement repairs.  Richmond abides by the warranty that the home comes with, which can be found in the *** warranty booklet (copy attached).
  
   
  
  We apologize for any frustration our customers may have experienced and will continue to work towards addressing any future requests.
  
  Please let us know if you have any questions.
  
  Sincerely,
  Richmond American Homes
  

  
  

  Customer response

  08/19/2024

  Hello,
  
  
  I wanted to update you that RAH has resolved this issue to my satisfaction, thank you for your assistance.
  
  ***************************;

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home 11 June and moved in 23 June. When communicating with the business they informed me that all the noted deficiencies would be resolved by the time I moved in. However, when I moved in none of the corrections were made and in fact the home was worse than when the walk through was conducted. It took 3 days from the time I moved in for the company to fix the air condition, mind you it was 90 plus degrees everyday. I had to complain daily. In addition, it took the company two days to install my washer and dryer; as well as provide me the keys for the home. Items listed on my purchase agreement were not installed, I.e. garage door openers. The company came approximately three weeks later and installed one of two purchased. When I arrived at the home it was filthy and dusty, no attempt by Richmond was made to clean the home or provide assistance doing so. The stucco for my home is still falling apart and my driveway began spalding. The company has refused to make corrections. There is grout and paint all over my tile floor, which also has broken and chipped tiles. Communication with the superintendent and the ** or the region is awful. When issues are raised they placate you to get you off the phone and then do nothing to remedy the situation. I purchased a new home that was supposed to be love in ready, and sadly it is anything but. The home has a warped wall in the living room, chips, outlet covers are not even installed. There was trash all over the property and the yard was over flowing with weeds.

  

  Business response

  07/23/2024

  Dear Accredited Business Resolutions Specialist:
  
  We contacted ****************** directly on 7/15/24. Our area Home Manager reached out to him by email. The home was completed February, closed 6/12/24.  Richmond American has follow-up items that we identified after closing. 
  
  We scheduled a full walk of home on 7/19 to identify and inspect all items needing attention.  For the home 3273 Wolftail,these repairs are scheduled to be completed 7/29, 7/30, 8/1. This was outlined in the agreed upon RWC warranty program.
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  Sincerely,
  *******************************
  Vice ********** ********** Division
  Richmond American Homes

  Customer response

  09/05/2024

  I would like my cause to remain open as the complaints have yet to be resolved. As **** had explained, all the issues were supposed to be taken care of from 30 July - 1 August. I acknowledge some were, but a majority of the issues were not.  Workers came and cut a hole in my wall to see if there was insulation causing it to bow on 31 July and here it is 5 September and that still isn't repaired. Others came on 13 August to put up retaining walls outside because of terrible workmanship and as of today they still haven't completed that job, or have they been back since then. The issues with my flooring haven't been resolved, the issues with the concrete haven't been resolved, the issues with the overhangs in my garage and on my back patio haven't been resolved, the issues with my irrigation haven't been resolved, there are still paint issues and drywall and trim issues,  there are still issues with my stairs. 
  
  This has been a very unsatisfactory experience, and this company has done next to nothing to resolve the issues. They assigned a "more competent" supervisor than the one I fell in on initially, yet he is just as bad, taking days and weeks to respond. Although I guess you could say he is ignoring my requests as I haven't heard from him since 15 August despite my many texts. I would much prefer to speak to someone outside of the ********** "management" as they have done nothing but prove time and time again, they are incapable of doing their jobs or providing a positive customer experience. 
  
  
  
  Thanks, 
  
  *** *******

  

  Business response

  09/25/2024

  Dear Accredited Business Resolutions Specialist:
  
  We have been in consistent contact with both *** and Mrs. ******* weekly and as late as 9/24/2024. Our area Lead Superintendent, ***** reached out to via phone calls and text. The home was completed in June and added items at the 45-day walk.
  
  Richmond American did repairs to the home, but still have a small list to complete including drywall due to opening a wall that was thought to have a plumbing bow; paint after drywall repair is complete; landscape loose panel; concrete QCC; electric level lightbar; and adding tile carpet transitions (not included the in contract of house but we are doing as a compromise with *** and Mrs.*******. 
  
  All items are scheduled with *** and Mrs. ******* and will be completed the week of 9/27 through 10/4.  We will schedule our six-month walk-in in December and ensure there are no other issues needing attention at that time.  
  
  We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.
  
  Please let us know if you have any questions.
  
  Sincerely,
  **** ***********
  EVP **********
  Richmond American Homes
  

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