Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in *********************** neighborhood, an established neighborhood in ***************************************** is the builder. There has been several occasions of vendors delivering after midnight and early this morning at 1:30AM 11/13/24, sod was delivered to a house on **************. My infant along with my other children were awoken along with many neighbors Ive spoken to this morning. I know there are certain hours this should be occurring and that is not being followed by this construction company. This needs to be handled immediately.

  Business response

  11/14/2024

  After receiving Mrs. ********** voicemail threatening to report us to the Better Business Bureau (BBB) if we didnt call her back, I promptly returned her call within the hour to discuss her complaint. It was clear that she was frustrated with the timing of my response. She called at 8:12 AM and again at 8:15 AM, and I returned her call at 9:10 AM. By then, she had already filed a report with the BBB, which escalated her dissatisfaction. Mrs. ********* asserted that she and her family were awakened at 2:00 AM due to the noise outside, prompting them to investigate. They discovered that the noise was coming from a sod delivery four houses down from hers. I offered my sincere apologies and assured her that we would address this issue with the subcontractor, clarifying that deliveries at such hours are entirely unacceptable. However, her insistence that we should exert control over delivery timings was met with resistance from our side, which fueled her frustration. Mrs. ********* asserts that this is the third time issues have arisen, but its important to note that we have not received any complaints from her or other homeowners. She contends that deliveries from Rivermont Homes are being made without confirmation, though she has only stepped outside once to investigate someone on the street at night. Clearly, her assumptions are unfounded, and its unjust to place the blame solely on Rivermont Homes.
  Its important to note that Mrs. ********* is not one of our buyers; she purchased a resale home in a neighborhood that is currently under construction. During our conversation, Mrs. ********* made several aggressive remarks towards Rivermont Homes. Unfortunately, Mrs. ********* decided to file her complaint and post a negative review without allowing us the opportunity to address her concerns directly. This premature action is not only counterproductive but also overlooks our commitment to resolving issues effectively and professionally. We are dedicated to ensuring a positive community experience and will continue to uphold our standards.

  Customer response

  11/14/2024

   
  Complaint: 22549496
  
  I am rejecting this response because:

  Mrs. ******* takes no ownership of the complaint. Rivermont homes is the builder of the new homes in our subdivision. We have lived here for 4 years and they just took ownership 12/2023. There are convenants put into place to ensure residents privacy,safety and comfort in-which Rivermont is not following. There is no warrant for her to talk about my home or the condition in which I bought my home. This complaint is about Rivermont and how they conduct their building process including the vendors they choose, schedule and pay to deliver items.  I want this to not happen again and instead of reassurance she called me and yelled at me because I made a BBB complaint. They are very unprofessional, disrespectful and *****. I hope you choose to conduct your business better and follow the covenants put in place. 
  
  Sincerely,
  
  ******* *********

  Business response

  11/14/2024

  We believe it is important to clarify our position regarding Mrs. *********** recent complaints and remarks. Rivermont Homes has been an integral part of the ************** community for an extended period, having successfully built all but 10 homes in the ***********************. It is essential to note that Mrs. *********** statements appear to be based on misunderstandings and misinformation.
  
  We encourage all residents, including Mrs. ********** to address any concerns through the appropriate channels. Complaints related to neighborhood issues should be directed to the Whechel **************** or the community management company, rather than directly to Rivermont Homes. This ensures that all matters are handled efficiently and in accordance with established protocols.
  
  Our commitment to the community remains strong, and we take all concerns seriously. Mrs. ********* expressed a desire for a call from Rivermont Homes, which we have fulfilled. However, we must also emphasize that her recent comments seem to stem from unfounded grievances and may constitute an attempt to defame our company. Such actions can undermine the community spirit we all strive to nurture in ***************
  
  To protect our reputation and maintain transparency, we have informed the ********* and our landscape company of the situation so they are aware of the context in which their services are being provided. We remain open to constructive dialogue and hope that future communications will adhere to the standards set forth by the association.
  
  In conclusion, we respect Mrs. ********** right to voice her concerns, but we also urge a return to constructive communication within the proper frameworks established by the **** Our focus will remain on fostering a positive and supportive community.  
  

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Rivermont Homes last October 2022. Notified Rivermont Homes that paint is not adhering to walls throughout the whole home. It easily removes itself with painters tape. As a painter with 34 years experience I can suggest the problem is one of the following, a form of contamination, home painted in to high of humidity by moisture between paint and sheetrock, water downed paint, cheap paint with very little resin or lack of cleanliness between sheetrock and paint. I currently have a sample sent out to a lab for the following reasons. Rivermont Homes came to my house and I physically showed them, the paint contractor representative and the local paint company rep. how easily the painters tape removes the paint from the sheetrock. The next day I get a message to contact the warranty company. The warranty company after several e-mails informs me that it is Rivermont Homes responsibility. Now, if I understand correctly the contractor is responsible for a year. Rivermont Homes in my opinion feels that they are above the responsibility of construction guidelines by refering everything to a warranty company once escrow closes in my case. I checked the warranty after an email from the warranty company and on page 29 secrion 7.6 states builder/seller responsibility on interior paint coverage. In my opinion and only my opinion Rivermont Homes word is useless once they close escrow. It is my opinion/suggestion to anyone that purchases a home from Rivermont Homes to avoid this type of situation is to hire a home inspector in advance and get everything corrected before closing escrow with Rivermont Homes. Now I wait in a brand new home for a scientific paint test results because Rivermont Homes will not back up there work.

  Business response

  12/15/2022

  Mr. ******** claim against Rivermont Homes, LLC is purely a subjective claim based off his personal opinion and not a claim of factual information.  Mr.******** BBB claim states the following paint is not adhering to walls throughout the whole home. It easily removes itself with painters tape.  Mr. ******* submitted a warranty request for an area in his master bedroom and showed 4 people the area and not once has he ever mentioned it was the whole house.  Mr. ******* closed on his home on 9/23/22 and showed up to the first walk-through on 9/8/22 provided by Rivermont Homes, He did not show up on the 2nd walk thru but instead he sent his sister to walk in his place. His orientation consisted of reviewing our warranty program that is provided by ****.  Homeowners are given the opportunity to point out minor cosmetic damage and request the repair of non-warranty items prior to closing on the home. If he had quality assurance concerns, he needed to address them on pre-close walks. Now, the limited terms of the warranty are in effect, and only the defects listed in the booklet will qualify for coverage. One of Mr. ******** concerns/frustrations is that he doesnt understand the warranty on his house provided by Rivermont Homes.  Mr. ******** lack of knowledge and understanding of the warranty process has cause a great deal of turmoil amongst himself. 
  On 11/1/2022 Mr. ******* submitted the following to ****:
   I have had the contractor, painter and factory rep. to my house to cure this paint adhesion issue. I was then contacted by the contractor after our meeting the next day that this is a workmanship warranty issue and in my personal opinion not his responsibility after walk thru. He also requested that I no longer contact his company but to go through your warranty company. I am very knowledgeable about house paint after painting for 34 years. This is a non-adhesion problem that is usually caused by no primer over bare sheetrock,spraying when humidity is high, paint with very little binder or resin or most likely not cleaning the walls after the sheetrock dust. This particular paint,Painter Edge last December or ******* was discontinued by the manufacturer,******************************* to a different formula called ************* Plus which is now the current label. The current paint in my new home will peel right off with painters tape even if you stick it to your shirt to remove some of the stickiness prior to applying to wall or trim wood. I have spoken to the representative at the **********, **** home office and I was also told this particular paint should not be used on walls or trim and they agree with my opinion. In my opinion this whole house has to be primed with a special primer for peeling by ****** and then re-topcoated. I am currently waiting for an estimate of cost to have this work done the way it should be. There is no doubt in my mind that once your representative observes the workmanship of this paint job it ill fall under workmanship warranty. I look forward to meeting with your representative.
  Rivermont Homes arranged a meeting at Mr. ******** house on 10/25/22 with Je*****, ******************************* **** ********* Painting & T***  S**** & J*** J******, owners of Rivermont Homes, to discuss Mr. ******** issue. Upon review of paint peeling off wall it was determined by all Representatives from different companies that were in attendance that Mr.******* damaged the paint by writing on the wall with a sharp item in which it damaged the integrity of the paint film, causing the paint to peel off the walls.  This was explained to Mr. ******* as well as a letter from ****************************************************************. Here is the verbiage of the letter provided by B*** S***:
  
  November 1, 2022
  Re: Rivermont Homes
  Thank you for reaching out for clarity concerning the use of ************* paint. I would like to address the confusion regarding ************* to be used solely as ceiling paint and not as a wall paint. The following verbiage is taken directly from our website regarding the designed use and intention of the product: ************* Interior Acrylic Latex was designed to give you the edge. Good hide and excellent touchup mean better results, fewer callbacks,and satisfied customers. ************* Flat is an exceptionally flat,lusterless finish that helps diminish the appearance of minor surface defects.************* is also available in Eg-Shel, Semi-Gloss and Gloss for the added convenience of one product for both walls and trims. Additionally, this product is our number one selling wall paint for the New Residential market in the ******* District by quantity. The product comes in a variety of pre-mix packaged colors which supports the use as a wall paint due to walls being painted a specific color whereas ceilings can be painted either white or the same color as the wall. I would also like to note that even though ************* is self-priming on drywall and will perform as specified for its intended use, it does have limitations. Damage to the integrity of the paint film is expected, as would be the case with almost any architectural latex paint, when exposed to objects that are hard and have sharp edges. The paint film thickness is 1.1 mils per coat and can be damaged when exposed to harsh conditions. As an example, automotive paint is extremely durable and able to withstand harsh elements, but it is still susceptible to intentional damage that can be caused by a key or other sharp metal objects. I have attached our ************ Sheet and a supplemental sales sheet. Please feel free to reach out to me if you have any questions or need further assistance. We appreciate your business. B***S*** ******* District Sales Manager
  
  This letter was provided to Mr. ******* as well as A****** D***, ****,on 11/2/22.  Mr. ******* was clearly unhappy with this letter because on 11/3/22 Mr. ******* went to ******** under his wifes account, C**** *******, to publish false information and release his frustrations about Rivermont Homes. 
  On 11/7/22 A****** D*** was able to communicate with Mr. ******* regarding his ******** claims, see below: 
  A****** D***, ****: I had a good conversation by phone with ************************* on Monday.He has decided not to pursue any other repair requests at this time (windows,mirror, etc.), and I told him that anything he wishes to submit in the future should come through the portal. He acknowledged this. He mentioned that he had some positive customer service experiences with the Front-Line reps he called and spoke with in the past weeks, so hopefully he feels comfortable bringing his concerns to us to follow the appropriate process.   
  When it comes to the paint, he said he is getting a sample of it analyzed at the manufacturers lab to determine what the issue is. He suspects that the house was painted during a period of high humidity, or that the walls were covered with a film of dirt prior to application. I noted that his expectations for coverage on this might not be supported by the warranty terms,and I referred him to the sections of the warranty booklet on paint. He said that he understood this, but in his view, this is a quality assurance issue,and regardless of what the warranty says, he intends to pursue this complaint.
   Our conversation was very cordial, and I offered to speak with him about this again once he gets his sample analysis returned from the manufacturer. Bottom line here is he is convinced that he is going to need to repaint a majority of the house, and he does not want to pay $10-$15k to do so.
  On 12/8/22 Mr. ******* sent the following email to A****** D***,****,:
  Mr.*******: Please be advised that I have sent to a private lab a sample of sheetrock to be analyzed and tested for the exact cause of why in a brand-new home the paint easily removes itself from the sheetrock. The reason for such a drastic step such as this is due to the fact the contractor of Rivermont Homes refuses to accept responsibility for possible in my opinion negligent/defective workmanship, even though he can be held accountable for longer than 1 year under certain rules and guidelines that I am sure he is aware of. I have a message from J*** at Rivermont Homes telling me not to contact them, so in so many words I feel that is why there is a warranty in place. Due to the fact that the only action I have seen done so far is nothing being done, I am forced to take other steps. I had this issue settled for $12,500.00 labor and paint and it was turned down by a no reply answer. I feel that I must prove the cause of non-adhering paint at a cost and time that could have been avoided in order to get responsible actions taken by both parties Rivermont Homes and yourselves. ************************* *********************************. *******, ** 30041
  
  Repose from A****** D***, ****, to Mr. ******** email:
  A****** D***, ****: Yes, we informed Rivermont Homes, LLC, of your intent to lab test the paint shortly after you spoke with us via phone on 11/7/2022. When you receive the results of this lab analysis, please send it to us, and we will review with your builder. We are happy to assist with any communication to their office. Please direct all related correspondence and attachments to *************.
   Regarding the guidelines of what qualifies as a warrantable defect and any applicable timeframes, both the Builder/Seller and you, the homeowner, agreed that the terms of the **** HBW warranty booklet would determine this (see the document 302 - GA446757 attached). Unresolvable disputes over coverage are to be addressed through binding arbitration (Section VI.G, pgs. *****). Arbitration would involve an inspection of the defect in your home by a third-party arbitration service, who would then render a COVERED / NOT COVERED determination based on warranty terms.
  
  Mr. *******: Due to the fact that the only action I have seen done so far is nothing being done,I am forced to take other steps. I had this issue settled for $12,500.00 labor and paint and it was turned down by a no reply answer.
  
  A****** D***, ****: Rivermont Homes, LLC, disputes that the claimed paint issue would qualify for coverage under the terms of their Workmanship warranty. They will not take any action on items they have determined to be excluded from warranty coverage, and they declined all current offers when we discussed this with their office.
  
  Mr. *******: I feel that I must prove the cause of non-adhering paint at a cost and time that could have been avoided in order to get responsible actions taken by both parties Rivermont Homes and yourselves.
   A****** D***, ****:  Please note that ****************** ************************* (which includes Front ************* Services) does not make coverage decisions, send contractors to make repairs, or offer to settle disputed repair requests in place of your builder. Your Builder/Seller provided the **** warranty for this home. The Builder/Seller is responsible for all obligations related to your workmanship warranty and distribution systems warranty (Section VII. Words with Special Meaning, pgs.12-13). As Warranty Administrators, **** HBW is here to answer questions about the warranty booklet, assist with filings for arbitration, and assist with communication between homeowners and builders about requested warranty repairs (see the definition of Warranty Administrator on p. 13). This is an express limited warranty. All coverages and expectations are specifically defined within the terms of the warranty booklet.
   Finally, on 12/9/22 we received a negative ****** review From C**** ******* as well as the BBB complaint. 
  Rivermont Homes, nor **** have ever made any false claims that we would not cover this warranty item.  The burden of the proof lies on the homeowner to prove that the paint is defective paint and/or the process used was defective. Once clear and scientific evidence is shown we will continue to move forward with Mr. *******.  Its very unfortunate that we are all having to go through this and that Rivermont Homes is being harassed and bullied at no fault of their own. Its unfair harassment that we must continue to put up with based off ones opinion. An opinion is just merely a judgement,viewpoint and/or statement that is not conclusive, rather than facts, which are true statements.  Rivermont Homes prides themselves on building quality homes for their buyers.  We are a small family operated business that takes pride in our work and our name.  We hope that we can come together with Mr. ******* and settle this issue.  Mr. ******* spent a lot of money on his house and our wish is that this is his forever home that he will love and cherish it. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩