Business Profile

Home Builders

Richmond American Homes

Headquarters

Complaints

This profile includes complaints for Richmond American Homes's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

497 total complaints in the last 3 years.
91 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:09/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In late September 2021, I purchased a home in the ******* Ranch neighborhood. I have a list of items still not resolved. Ive been passed through 4 different contacts, all without resolution. They have missed my 6 month and 9 month warranty checks. They are on track to miss my year warranty review. I have contacted Richmond. At first, they were responsive but arent any longer. All interactions have been poor, but have gotten progressively worse. During the last visit, the contact asked me to sign a note saying work was done. This was at the beginning of the interaction, prior to even reviewing the outstanding issues. I didnt do so as there is still outstanding work from nearly a year ago and also more recent issues were uncovered.Im looking for all of the promised work to simply be done. And if not, to be compensated fairly so that I can pay someone else to finish the items. Issues:Flooring buckling when exposed to direct light Curve on pony wall Hole in finished basement wall (created when they fixed a leak)Blocking in utility room Missing paint on exterior and paint splatter Various nails needing to be removed Realignment of the back deck slider Warranty walkthrough
Business Response
Date: 09/16/2022
09/16/2022

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ******************************** Director of ********** placed a call to the consumer on 9/16/2022 at 9:55AM. He was only able to leave a message. ************ stated Richmond American Homes would be happy to conduct the year end walk and asked for the homeowner to call him to schedule, at their convenience. ************ requested that this meeting be with *****. We look forward to meeting with the consumer to resolve the remaining covered warranty issues.

We apologize for any frustrations the customer may have experienced.

Please let ** know if you have any questions.

Sincerely,

***************
Director of ********** ******** South
Richmond American Homes
Initial Complaint
Date:09/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Weve been lied to many times and they refuse to return our money. They havent delivered any of the products or timelines that were promised and its costing us money.
Business Response
Date: 09/15/2022
9/14/22

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case #********

To Whom It May ****************** contacted **************** directly on 9/14/2022. Our Division Manager, ************************* reached out to him by phone call with ***************** present on the call. ************************* offered to refund Mr. ***************************** money deposit but, after talking through next steps as it pertains to construction of the home, the consumer had a change of heart. They decided to continue with their build. No promises were made as to closing timeline and **************** will be getting an update from an Area Construction Manager on Friday.

We apologize for any frustration our customer may have experienced and we are working to resolve the concerns.

Please let ** know if you have any questions.

Sincerely,

*******************************
Vice President of Sales, ************ Division
Richmond American Homes
Initial Complaint
Date:09/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have closed on our home in *******, ******* on June ******************************** ********** before relocating, and they informed me that the home was move-in ready. When arriving in *******, I was expecting a warm welcome to my new home, instead the flooring was very dirty. I had to rush to clean the flooring before the movers arrived the next day. Not only were the flooring terribly dirty, but there were several hardware missing, example the ceiling fan, the kitchen pendant lighting, door stoppers, towel hangers. They even installed the wrong hardware for the two guest bathrooms. Shockingly, the barn door in the master bedroom is missing, and STILL, since we moved in, and the walls look like a disaster. How am I supposed to use the bathroom without privacy? Moreover, they NEVER disclosed prior to closing that the house was not 100% complete when the legal contract asked if its 100% done. They cheated and sold us an incomplete, costly home. Thats not all, there are lots of damages as well, example, the bottom of the kitchen microwave is bent and it cant be repaired, the backyard sliding glass doors have visible scratches, the kitchen trash can cabinet is unusable, and more. I have contacted Richmond Homes and their warranty team every week, and so far only 10% of the entire repair list since July, now is September, has been complete. I feel helpless and want to move on with my life in my new home, and have a nice shower with a privacy barn door for the master bathroom to avoid ***** eyeballs looking at me.
Business Response
Date: 09/15/2022
9/14/22

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** contacted ******************************* directly on 9/13/22. Our area Home Manager, *********************** reached out to him by email. The home was completed in June of 2022, and since he closed Richmond American has performed rollover and warranty work on his home. As the home is now, these repairs are on the schedule and necessary materials have been ordered to complete outstanding jobs. Richmond will continue to work with the homeowner until these items are complete. *********************** explained to *******************************, as outlined in the agreed upon ************ 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,

***********************
Home Care Manager/ *******
Richmond American Homes
Customer Answer
Date: 09/16/2022

Complaint: 17933420

I am rejecting this response because:
unfinished items were NOT disclosed at the time of closing on home. Did they rush to sell and close the home so they get paid and move on to the next? Were they afraid that I won't sign because of the unfinished items and potentially I would have walked away?

I deserve an explanation why they were not disclosed.
Sincerely,

******************************************
Business Response
Date: 10/14/2022
10/14/22

******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** contacted ******************************* directly to discuss his concerns further upon receiving this BBB post. We are happy to report we were able to reach a resolution which the consumer agreed would be acceptable.

We apologize for any frustration the customer may have experienced and we are working to resolve their concerns.

Please let ** know if you have any questions.

Sincerely,

***********************
Manager of ********** *******
Richmond American Homes
Customer Answer
Date: 10/20/2022

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
Date:09/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I purchased a house from Richmond American Homes in 2020, and we are highly upset about the building of the house and very unsatisfied with, first the builders craftsmanship and second, the repairs completed. After the repairs were completed...-- There are visible corner beads in some of window frames.-- There are visible spots in our family room on the ceiling where the mud connects the ceiling dry wall.I can understand putting extra money into a house to do some enhancements but not putting extra money into a newly built house that should have been built correctly from the start.We were told that we have too many issues to be repaired, and that we would only have 15 repairs completed since we already had our 10 month walk-thru inspection. Also, I informed the home care specialist that correction tape was removed by repairmen, but the repairs were not completed.To tell us that we will not be able to have repairs completed is unacceptable. Firstly, the house was built with *******************; then the ones who came to make repairs, some of their repairs were just as shabby as the builders.There are many repairs that need to be done to this house. I have enclosed pictures of issues that are just unacceptable not to be repaired.
Business Response
Date: 09/15/2022
9/15/22

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** conducted the courtesy one time only drywall repairs on their 10 month service. A month later there were a few more nail pops that were repaired. A month after that we initially denied any more drywall services but ultimately repaired one more time.

We apologize for any frustration our customer may have experienced but the cosmetic portion of the warranty expired as of 12/14/21 per the ************ Section 3. 4.6

Please let us know if you have any questions.

Sincerely,

***************************
VP of Operations, MDA
Richmond American Homes
Initial Complaint
Date:09/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a Richmond American home last year in June 2021. Since then they have not completed most of the warranty work they were obligated to do. They either schedule vendors to come out and the vendors are usually a no-show or do nothing. Our representative from their warranty company either ignores us or tries to say its our responsibility not theirs. This has been going on for over a year. I failed to see how the BBB could ever give this company an A+ rating. FYI the majority of our neighbors are experiencing the same neglect by this company.
Business Response
Date: 09/15/2022
9-15-2022

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** contacted ********************** on 9-12-2022. *****************************, ********* Manager, left a voicemail, we have not heard back.

We apologize for any frustration our customer may have experienced.

Please let ** know if you have any questions.

Sincerely,

***************
Director of *********, ****** Division
Richmond American Homes
Customer Answer
Date: 09/21/2022
This is about case #********. We never received any phone call/voice mail on 9/12/22 I have checked my phone and it shows no voice mail on that day .my phone # is ************ they may have missed dialed please have them try again.
Business Response
Date: 10/03/2022
10-3-2022

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It *** ********************************************** ********* Manager, spoke with *********************** on 9-16-22 and set a meeting for 10-6-22. She left another message on the number provided today 10-3-22.

We apologize for any frustration our customer may have experienced.

Please let ** know if you have any questions.

Sincerely,

***************
Director of *********, ****** Division
Richmond American Homes
Initial Complaint
Date:09/06/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 4/29/22. Date we closed on home. Purchase included transfer of builder warranty. Builder warranty is still active. Builder stopped responding 8/15/22 when ********* Manager ************************* resigned.Business Committment: Address deficiencies with the home covered in the buider warranty.Dispute: Unresponsiveness of builder to address deficiencies. In addition to not addressing deficiencies, builder refuses to honor previous commitments.Business has been unresponsive to outstanding items. We have called and emailed the ************************************ at least every 3 days *************]. In addition, we have used the online Warranty website. Separately, we contacted the ******* ************************ but was redirected back to the ************ ************************ No resolution path has been provided.Items that Need to be Addressed/Coordinated:- Roof Inspection and Repair of Damaged Shingles: Initial coordination with Coastal Roofing on July 13. I contacted Coastal Roofing and they attempted to contact Richmond American. No response.- Multiple Siding Issues: We have contacted **** Company (siding company used by Richmond American). **** Company attempted to contact Richmond American. No response. Gaps, cracks.- Ventilation Items: Poorly installed. Damage to house not addressed.- Cracks: Floor tiles inside house. Concrete patio. Walls inside house.- Deformity in Concrete Slab.- Paint: Throughout the house paint was not well set. Use of tap water to clean wall removes paint. Unclear if primer was used.- Kitchen Cabinet Baseboard: Not attached.- Roof Facia: Warped/damaged.- Electrical Gables: Installed item does not have expected trip safety feature.- Garbage Disposal: Backs up with water flow.- Need to schedule builder warranty walk by December 2022.- Light (Flicker).- Wrong size blinds installed.- Shower/Bath grouting not properly done. Gaps for water intrusion.Other items not included. Word limit.
Business Response
Date: 10/06/2022
10/6/22

******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It *** ********************************* Team has reached out to the consumer to start scheduling the items to be addressed. We even successfully had trades in the home on 10/4/22 performing work on the consumers listed concerns. We are happy to follow up as work progresses if needed.

We apologize for any frustrations the customer may have experienced, and we are working to resolve these open items.

Please let ** know if you have any questions.

Sincerely,

*****************************
VP of Operations, ************
Richmond American Homes

Customer Answer
Date: 10/07/2022
Complaint: 17901359
I am rejecting this response because information from fellow homeowners on the neighborhood ******** page mentioned that submission of a Better Business Bureau complaint led to initial contact and some work, but not long-term progress to work completion. This point was reemphasized when no contractors arrived to do work on 10/7/2022. Our conversation with the ********* Manager (normal area of responsibility is Clay County, but assigned to cover us in the interim) indicated contractors will be at our home on 10/3/2022, 10/7/2022, and 10/10/2022 given the time we were able to schedule off from work to support the contracting work within the home and behind our fence. I do agree to the statement that there were trades that arrived at the house on 10/3/2022 to accomplish work. The items addressed were a kitchen baseboard, drywall crack repair in 6 locations, touch-up paint (for drywall crack repair, garage metal panel, and a wooden door), exterior siding work, and electrical work. On 10/4/2022 the concrete contractor arrived to address cracks in the cement. Out of these items listed 4 new concerns arose.

1. Touch-Up Paint Contractor (10/3/2022): Contractor mentioned that our home was done by a previous team that did not do a good job on the home. Contractor mentioned that the previous team was led by a gentleman (unsure of spelling but maybe **********). Our lot is ********************************************************************. The paint contractor on 10/3/2022 mentioned that our information could be pulled up in the system by lot number to help with background and paint color. During the walkthrough, the touch-up paint contractor agreed that our issue with cleaning the wall with a paper towel or cotton cloth (with water alone) did lead to graying of the walls. The touch-up paint contractor indicated that this issue is due to the thinness of the paint applied throughout the house (some sections thinner than others), which led to exposure to the underlying water-soluble primer. The paint thinness and noted early grayness from cleaning the wall with a paper towel or cotton cloth (with water alone) is causing the underlying primer to be impacted. This is an issue throughout the house. For the exterior, the touch-up paint contractor agreed that the door he repainted looked aged simply given the fact that insufficient amount of paint had been applied. We did not ask him to paint the other doors in the house that required to be addressed given that the touch-up paint contractor was only assigned to work on the items listed earlier. Both the front door and the door between the garage and kitchen need to be repainted. A separate contractor (concrete) noted that paint issues were also not done well on the exterior of the house as seen on the bottom edges of the home (all wall sides of the house). Similarly, the exterior siding contractor also noted that the siding wall on the front of the house and under the window shutters on the front window needs to be repainted. The issue with the siding under the front window shutters is tied to the fact that the wall on this portion of the house has black paint from the black window shutters. Based on the paint on the siding wall, it is not clear if the front window shutters were simply painted in place or hung will wet. Requests for these follow-up items have not been responded to by Richmond American POC that coordinated this contractor.

2. Concrete Contractor (10/4/2022): Concrete contractor was originally scheduled for 10/3 and showed up unexpectedly on 10/4/2022. We were able to accommodate the unexpected arrival. Concrete contractor noted that our home had an abnormally high number of cracks in the concrete for a home of this age (i.e. original owners closed on the house in December 2021). He claimed the reason was Richmond American ignoring the concrete contractors recommendation to not lay the concrete during a particularly hot period during the summer (assumption 2021, but unclear if he meant 2020). Concrete contractor stated that Richmond American focused on schedule over long-term quality of the concrete work. Concrete contractor was able to patch most of the items on this trip. We have requested Richmond American to reschedule the concrete contractor so that the remaining ones may be addressed. In addition to addressing the remaining concrete cracks, the concrete contractor mentioned that Richmond American did not pay for a finishing paint layer to be applied to the locations where contract patch work was completed. This finishing paint layer is warranted from the concrete contractors perspective given the number of cracks and noticeable discoloration tied to repair of these cracks compared to the original concrete. Requests for these follow-up items have not been responded to by Richmond American POC that coordinated this contractor.

3. Exterior Siding Work (10/3/2022): Exterior siding contractor accomplished nearly every item described. There are a few items that were agreed to be addressed prior to him starting work on the house; however, they were not completed when they left. Additionally, the siding contractor expressed a difference in opinion from the home inspector report regarding acceptable siding gap spacing and whether flashing was needed or not. In every case, the siding contractor stated that the condition was fine as is to include one particular gap that initiated the conversation above a window. The siding contractor stated that the gap was the maximum that would be allowable and agreed that it was large. Normally, we would have accepted the contractors word given this expertise in the area, but the number of quality issues noted with work contracted by Richmond American during the original does lead us to request a written report that these siding issues and underlying flashing concerns are satisfactory in order to have longer-term assurance. Note, the exterior siding contractor did state that any work done on the exterior siding would require the lower panels to be removed to address an issue on a higher panel. The particular gap mentioned is near the wall and roof edge and would have required an entire section of the exterior wall panel to be removed and then have new siding installed, which he did not have time in his schedule to address. We mention this to show a potential scheduling and cost constraint agreed between the exterior siding contractor and Richmond American for the work. Additionally, there were gaps between the roof and the wall edge that the exterior siding contractor attempted to address, but was only partially successful given the manner of the original installation. Further, the exterior siding contractor stated that caulking placed installed gaps in the siding must not have caulking in these spaces to ensure that water could flow and that the caulking done by the original siding installers was incorrect and needed to be removed to prevent localized water cooling and associated corrosion. This caulking was not removed prior to the exterior siding contractor leaving around 12PM to attend to a separate work order. Requests for these follow-up items have not been responded to by Richmond American POC that coordinated this contractor.

4. Electrical Work (10/3/2022): Coordinated electrical contractor sent the contractors official electrician (i.e. electrician licensed by the company that is used for other non-licensed contractors within the company) to address the persistent flickering problem and lack of safety system in an exterior electrical ****** system. In this search he found one serious issue that he addressed regarding improper wiring. He provided background information to the exterior electrical ****** system to show how one safety location protected both locations despite being on opposite sides of the house. Additionally, he found a considerable number of loose connections, which he tightened. Since he tightened we have not noticed any flickering in the house though given the sporadic nature of the flickering this is something we will continue to monitor. As mentioned, he found a serious improper wiring issue that he addressed. The item was reverse polarity GFCI for wiring to kitchen appliances. This was particularly alarming, since our home inspector noted this issue back on March 12, 2022 and the Richmond American POC had informed the sellers real estate agent (who passed the information to our/buyers real estate agent then to us) that this reverse polarity GFCI issue was resolved. The licensed electrician stated that this improper wiring would have still allowed appliances to work in the house, but in an unsafe manner. The unsafe manner was that any time a person plugged in or unplugged an item there was risk of being shocked, since the grounding system does not properly work when the wiring is done improperly. Additionally, the item plugged in could be damaged. Note, we have had two electronics (an iPad and a cellphone) that noted charging issues in the mentioned kitchen outlets. The cellphone was recovered and not a persistent problem; however, the iPad continues to flicker even when not plugged in and is not recoverable. This particular item is something we would want revisited given the safety concern to our family members from the period we closed on the house of 4/29/2022 (as the second owners, closed from the original owners) to when the work was addressed 10/3/2022.

As seen, the four concerns listed above show that work was only partially addressed for the items addressed on 10/3/2022 and 10/4/2022. Given the hand-off from the original owner to the second owner (us), we are concerned that there are items that were promised to be addressed that had not been addressed. This issue was particularly highlighted by the reverse polarity GFCI issue mentioned above. The real estate agents (buyers and sellers) were able to provide us with some available punch lists that the original sellers had; however, the sellers acknowledged that their paperwork is likely incomplete. We have attempted to ask Richmond American to provide us the list of upgrades for the house and history of documented issues with the home as a point to compare whether they were addressed; however, Richmond American claimed that only the original owners were allowed this information. Note, Richmond American did agree that the builder warranty transferred to us. An example of these items that we have requested to be revisited are missing grouting for both the shower and the bathtub as well as addressing the minor, but noted sink leaks from gaps between the counter and the sink. We are unclear if the ** items (i.e. mulch and concrete issues) noted in that area were addressed, since we are not sure what the original issue was.

Although we are glad to see progress on the home, there are still a number of items that need to be addressed. These items include the outstanding roof report from the inspection on 7/13/2022. Roof contractor mentioned, in person, a material issue that has led multiple roof water edges to be bent/curled with two areas in particular being significantly worse. In addition to the roof water edge, there was a discussed roof edge that needs to be adhered, since it is slightly lifted. Further, the roof contractor mentioned that the report was something that could only be sent to Richmond American and that Richmond American would decide whether or not to share the report. The roof contractor also shared that he would include a paragraph to recommend that Richmond American address issues with the roof and that the report be shareable to the resident (us); however, we have received no information regarding the roof. As provided in an earlier attachment, the roof item remains unaddressed during the initial complaint and continues to have not been addressed. Note, Hurricane *** did not hit our area directly given a change in the storms course. If the storm had followed an earlier model trajectory and hit our area directly it is not clear if the damage would have been significantly worse given the roof edge flap not being fully adhered. Request for this follow-up item has not been responded to by Richmond American POC that coordinated this contractor.

Other items that remain an issue and not yet mentioned are hot water heater (sulfur smell), damaged ***** associated with ventilation installation (exterior siding contractor made an attempt to address siding as possible, but issue is tied to original ventilation length), cracks between floor tiles (one crack is 3-4 ft long and one is 2 ft long, unclear if connected to concrete issue and if so if more will develop), garage door gap, garage door window paneling (unexpected arrival and unclear if it meets original owner agreement, again request for original paperwork would help conversation), and ******* disposal backup issue. Further, the final walkthrough before the initial 1-year builder warranty expiration has not been scheduled. The builder warranty does have longer warranty time periods for other items (ex. roof), but the conversation at purchase with our real estate agent (and reconfirmed with a few contractors) is that a lot of the builder warranty protections for work to be addressed only lasts for the first year (December 2022 expiration). Walkthrough for final capturing of items still needs to be scheduled. Requests for these follow-up items have not been responded to by Richmond American POC that coordinated this contractor.

Note, the hot water sulfur did have a plumbing contractor arrive on 8/16/2022 to bleach the hot water heater and associated piping. The follow-on date of 10/3/2022 did not have the plumbing contractor arrive. We called the plumbing contractor and were told that Richmond American did not book the appointment. Plumbing contractor stated that the next step would be to pursue replacement of the central electrode or the entire water heater. Plumbing contractor recommends changing the entire water heater, since the fact that the bleach treatment did not work would mean that the bacteria is heavily ingrained in the water heater and not able to be addressed; however, that would have to be paid for by Richmond American prior to proceeding. Request for this follow-up item has not been responded to by Richmond American POC that coordinated this contractor.

With the hand-off between *********************** and ***************** the week of 10/3/2022 and the introduction of *********************** from **************** JAX Branch on 10/5/2022 (different department), we are a bit unsure who is the central point of contact coordinating work for Richmond American moving forward.

Sincerely,

*********************
Business Response
Date: 10/24/2022
10/24/22

******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 ************* #***
******,** 80210

RE:BBB Case#********

To Whom It May *************************** ******************** has been in contact with him very recently. They are actively working on a schedule to complete any open items they may still have. When availability and action plans allow, we are happy to provide a more detailed account of our status on the open and covered items.

Please let ** know if you have any questions.

Sincerely,

*******************************
Vice President of Operations, ************
Richmond American Homes

Customer Answer
Date: 10/30/2022

Complaint: 17901359

I am rejecting this response because:
Executive Summary:
I am rejecting this response given the number of items that must still be addressed and that the most recent Richmond American outreach seemed to be due to the Better Business Bureau complaint on 10/7/2022. We continue to seek repairs to the agreed quality of a new construction home and documentation addressing long-term risks that *** be provided to the homeowner insurance company showing Richmond American liability if these risks are realized.
There was an in-person meeting with the ********* Manager on 10/14/2022 that did not address our issues and discussions from this meeting have not led to documented agreements by Richmond Agreement that the jobs that need to be addressed due to poor workmanship and accepted warranty book violations have not been scheduled. This in-person meeting actually left us with the impression that the ********* Manager aimed at convincing us that items on the list did not need to be done or presented unsubstantiated statements that our concerns were unwarranted. To be clear, unsubstantiated statements means verbal statements without written documents that we can provide our homeowners insurance for long-term documentation that would hold Richmond American liable for materialization of risk that they are trying to avoid addressing to save money on not paying for quality repair during this warranty period. This ********* Manager was officially assigned to our area and relieved the interim ********* Manager (normal responsibility is Clay County) covering our home on 10/8/2022. In this response, we discuss coordination issues made by Richmond American, unwillingness of Richmond American to agree in writing to the work verbally agreed to what needs to be done and underlying behavioral relationship issues between Richmond American and contractors.
Richmond American Coordination Issues:
As seen in our 10/7/2022 recorded response for this complaint, work was not done on 10/7/2022 as originally discussed with the interim ********* Manager (normal responsibility is Clay County). Further, work was also not done on 10/10/2022. These were two days that we had arranged to support contractors working on the home.
My understanding is that this issue fell through given a poorly communicated turnover between the interim ********* Manager (normal responsibility is Clay County) and the newly assigned ********* Manager, which left us in a position of arranging time away from work to support with no work completed. This poor turnover is tied to the interim ********* Manager (normal responsibility is Clay County) informing ** of the turnover and only planning work for 10/3/2022 despite our discussion for 10/3/2022, 10/7/2022, and 10/10/2022. The oncoming ********* Manager prioritized his assigned list (which the neighborhood ******** page indicates is extensive) without understanding the agreement made by his predecessor. This event and the associated two missed dates make us wary that the present ********* Manager has not definitely stated what jobs will be addressed.
Richmond American Unwilling to Document Work that was Verbally Agreed to be Done
Wariness of not having official documentation is beyond the schedule coordination, since Richmond American has not been willing to put in writing what has been verbally agreed to be fixed. The only documentation we officially have in our records and can see (i.e. email, text) show that the ********* Manager has stated that items have been added to a list though what items are not explicitly stated. We were able to schedule a meeting with the ********* Manager on 10/14/2022. This was the first time we met a Richmond American representative in person during the builder warranty process. This meeting left us with the impression that the Richmond American ********* Manager was attempting to convince us not to pursue having Richmond American do the work originally agreed for a new construction home by suggesting that our concerns were not significant. Further, the conversation indicated that items would be addressed; however, no explicit written email was sent to us stating the verbal agreements we made. We did make an email response indicating what was verbally agreed, but have not received any definitive confirmation. In addition to documenting our verbal discussions regarding discrepancies and repairs by email, we registered these items through the Richmond American Warranty website for the ************ ******* Warranty Branch. The Richmond American Warranty website for the ************ ******* Warranty Branch was done on 10/23/2022. The response from the Richmond American Warranty website indicated that items were added to the list, but did not explicitly state what will be fixed. Again the response was generic. Note, all of the outstanding items were reentered on 10/23/2022 to the website. Items that are added after 10/23/2022 reflect items that are found after 10/23/2022 and continue to show issues of poor workmanship throughout the house.
Underlying Behavioral Relationship Issue between Richmond American and its Contractors
In general, we see the biggest issue with this process being the outsized control the builder has on the contractors. A number of contractors (roof, garage, paint, concrete, and others) have stated that it would be difficult to hold Richmond American to fundamental good quality for a production home and that the contractors make money on work for multiple homes and not a single home. This dynamic demonstrates the fundamental problem that has led to the number of workmanship issues with our house namely Richmond American pushing schedule for a production home and holding the implicit (potentially explicit) threat of not utilizing contractors that hinder Richmond American. Our now second Better Business Bureau rejection of Richmond Americans response shows the need for elevated engagement at the Better Business Bureau level to ensure items we have identified are addressed. Below are 3 prime examples:
1. Concrete: During the meeting on 10/14, the present ********* Manager stated the expansion/contraction channels/joints are designed to be a stopping point for cracking between sections of the cement slab. Information emailed to the ********* Manager and provided to the Richmond American Warranty website for the ************ ******* Warranty Branch, cracks pass through these expansion/contraction channels/joints, which raises the question that these cracks are not surface cracks, but actually much deeper cracks passing through the expansion/contraction channels/joints. In addition, the concrete contractor that both inspected our home and addressed some of the cracks on 10/4 stated that there are an abnormally high number of cracks. The meeting on 10/14 did have verbal agreement (documented in our email to Richmond American regarding this verbal agreement) for a second concrete inspection with potential patch work. The abnormally high number of cracks and patches led to disagreement regarding the discoloration left after the repair.
Root Cause: Fundamentally, the concrete contractor stated that the number of cracks is tied to the initial time the work was completed. The concrete contractor that patched some of the cracks on 10/4 was also the same one to lay our concrete per his own acknowledgement. The concrete contractor indicated that the Richmond American exerted undue influence on the schedule performance that led to the concrete being laid during the extremely hot days in the summer that would cause an abnormally high number of cracks. The cracks in the patio, garage, and side of the house confirm this risk being realized, thereby, showing a fundamental quality issue that was ignored when the builder pressured the contractor to lay the concrete within the builder's defined schedule. With the patch work in progress, it is evident that the abnormally high number of cracks provides an extremely ***** concern of the fact that the concrete needed to be patched. If the concrete was properly laid at the start, then these crack repairs (and associated color differences) would not have occurred at this abnormally high rate.
Proposed Path Forward: These cement cracks need to be properly corrected. To do so, a better understanding of cracks passing through expansion/contraction channels/joints require a thorough review and response to understand the extent of repair needed. This would require reevaluation of the repairs of cracks done on 10/4 and cracks that still need to be fixed on 10/14. Further, the abnormally high number of cracks and associated repairs needed, warrants Richmond American painting the patio and garage with the appropriate paint to address the ***** visual issue.

2. Paint: Faulty application of paint on interior wall surfaces by a painting team that was fired (verified by the contracting painting specialist who did touch up paint on 10/3 who is familiar with the fired team and by the Richmond American building manager in the face-to-face meeting on 10/14). This poor workmanship undermines the fundamental basis of the warranty as described in p.2 of the warranty book: "You've chosen a Home built by a leading Builder includes the ********************* ********* that your investment is well protected." This point of quality craftsmanship is stated as a reason to build with Richmond American, p.16 of "Richmond American - 2022 Brochure".
9 rooms in the house have paint issues that have made it visibly apparent that there is a non-uniform application of paint. Note, the pictures included are not comprehensive, but show the spread of issues throughout the house.

- This is an extremely large work item and will require greater discussion on how best to proceed.
Reinforcement of this point arose from the conversation on 10/3 with the painter contractor who did touch-up paint for our house and on 10/14 when the Richmond American home manager arrived for an initial meeting as we progressed through addressing workmanship and quality issues with the house. Both conversations stated that the painting team assigned to a number of homes, including ours, did a poor job painting a number of homes. Both the painter contractor and the Richmond American home manager both stated that the workmanship of this team was so poor that the team was fired at a point of time after they finished work for our home. Specific examples provided by the painting contractor included:

- Team would dip brushes and not wipe excess paint off thereby allowing paint to drip on the floor prior to application to the required surface (ex. prior to wall, ceiling, trim).
- Team would not apply paint evenly leading to overlapping rolling of paint thereby providing localized areas with multiple layers of paint.
- Team would not apply a sufficient amount of paint to an area thereby leading to localized areas with insufficient amounts of paint.
Specific example provided by Richmond American home manager:
- Team would dip a brush then fling paint from the brush to address paint at the top portion of a wall.
In the examples provided above, areas of multiple layers of paint and areas of less amount of paint led to visible difference in non-uniform application of paint across 9 rooms in the house.
Bottom line, we are discussing the need to repaint the entire interior of the house given the poor painting work done by the original crew. Again, this team was fired for its poor paint quality as stated by both the touch-up paint contractor who knows the team and the Richmond American ********* Manager who knows the history.

3. Roofer Inspection and Repair of Damaged Shingles:
A concern was raised by Richmond American ********* Manager regarding the drip edge replacement. This concern was that replacing the drip edge would introduce additional nail holes to the fundamental wood structure. The Richmond American ********* Manager both stated that this would introduce risk to the underlying home frame structure. He then heavily implied that it would impose structural concerns that would make the home weaker over the homes full lifetime. Given this concern raised by the Richmond American ********* Manager, the scope of the drip edge replacement would need to be expanded to the home's structure. Given our conversation to date (including the original conversation on 7/13 with the Coastal Roofing representative), we would want to move forward with the replacement of the drip edge, repair of the raised roof lips along the edge of the roof, and all structural repairs needed to ensure the home is able to last its expected full lifetime. Further, we want official documentation from Richmond American that the repairs will enable the home to last its full lifetime in order to protect our home to the original agreed quality level of a new construction home. This documentation is to provide our homeowner insurance company objective quality evidence of the work done to ensure the home is at the agreed quality of a new construction home. This positive response for work to be done is provided given the request from Richmond American ********* Manager regarding our desired path forward for drip edge replacement, roof edge lip repair, and long-term documentation. This direct response through the Better Business Bureau conversation reflects the statement made by the Richmond American ********* Manager that this decision needed to be made above him at a higher level. Again, the path forward is to do this work and address the raised structural concern.
For awareness, the roof repair was the first thing that the Richmond American ********* Manager chose to discuss during our face-to-face meeting on 10/14. Within a couple of minutes of the start of the meeting, the Richmond American ********* Manager received a phone call, which I allowed him to take. Prior to him picking up the phone, I told him we can continue our face-to-face meeting regarding repairs to the home once his call was done. I stepped away from him while he was making his phone call to provide him privacy. At the end of this phone call, the Richmond American ********* Manager asked if I overheard the conversation. I replied I did not. He seemed to not like this answer and relayed to me that the conversation was with the roofer contractor. At this point, the Richmond American ********* Manager told me that the decision to repair the roof had to be made at a higher decision level within Richmond American. Although the Richmond American ********* Manager stated he would support our request for the roof repair, he discussed structural risk to the home by removing nails and adding nails to the home for the roof repair. This is the structural concern in the first bullet. We are bringing this point for awareness given how the conversation occurred. It is not clear if it was truly a coincidence that the roofer contractor called at the start of the meeting with the Richmond American ********* Manager or if it was an attempt to provide us with a perceived risk that would have us choose not to make this action. Given the Richmond American ********* Managers negative response when I indicated that I did not hear the phone call, the coincidence possibility is less likely and the attempt to make us worried and not pursue the work is more likely. If the roof contractor expert (message passed through Richmond American ********* Manager) insists that there is a structural concern with this repair, then the structural repair would have to be included in the roof repair. This concern actually raises a genuine concern over the entire home that must be addressed.
Separately, we agreed on sending the roofing documentation to include the roofing report for status of the roof and work done. Documentation would provide long-term paperwork to address the event that this risk materializes.
Bottom line, we have 20 categories/items that need to be addressed. Categories/items reflect the fact that we group items together (ex. 4 interior doors rubbing on carpet lumped as one item).
Sincerely,

*********************
Business Response
Date: 11/02/2022
11/1/22

******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 ************* #***
******,** 80210

RE:BBB Case # BBB#********
To Whom It May ******************* Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the items to be addressed. *****************, our ********* Specialitst has been working with ********** with his paint and roofing concerns. In addition, the concrete issue ********** has stated is not an issue at this time. These are not structural problems as the cracks are hairline in nature and do not approach the tolerance. ********** has been explained this on several occasions. There will be no action by RAHs on this subject. ***** has already followed up regarding the schedule.

We apologize for any frustrations the customer may have experienced, and we are working to resolve these open items (Paint/Roof).

Please let us know if you have any questions.

Sincerely,

*******************************
Vice Presidnet of Operations, ************
Richmond American Homes
Customer Answer
Date: 11/02/2022

Complaint: 17901359

I am rejecting this response given the number of items that must still be addressed. These items are listed at the end of this response. Prior to responding to ******************************* response and providing the list of items that needs to be addressed, we are addressing the conversation with ***************** ********** Manager) on 11/2.

REMARK: ******** written by 10:27PM. Note that ***************** sent some emails 8:20PM and 9:06PM after our request for a new Richmond American point of contact during the 8:00PM, 11/2 phone call, which ended at 8:17PM. The emails have items written, but are not clearly shown to be approved or scheduled. Impression is that he scheduled these items given our dissatisfaction with the conversation at 8PM, 11/2. In this conversation, we accepted his offer to work with a different representative, which he mentioned to contact **** (but would not provide us his last name). This response is to the Better Business Bureau, since the only **** we know is ***************************** who has been responding to our Better Business Bureau messages.
We had two conversations with ***************** on 11/2. The first was held at 2:46PM, 11/2 for 32m 17s and the second was 8:00PM, 11/2 for 16m 57s. The first conversation discussed areas included ***************** unwillingness to document our face-to-face, phone, and text conversations in an email, concern with the roof, and disagreement about the concrete. This conversation ended, since ***************** stated the need to meet with a separate homeowner. Prior to ending the first conversation, we agreed to discuss at 8:30PM, 11/2. At 6:43PM, ******************************** texted with the request to discuss when we were available. The earliest we were able to move our timeline up was to 8:00PM, 11/2. During this second conversation, we discussed concrete, roof, and hot water heater. He stated that the concrete contractor will contact us tomorrow, 11/3 and to contact ***************** if the concrete contractor did not contact us by close of business on 11/3. The roof led to an incomplete discussion given our disagreement on Richmond American providing us the original report from the 7/13 walkthrough with *************************, Project Manager, *********************** ****** Island that discussed the work that needed to be done. To be clear, ************************* stated that he would provide the report to Richmond American to provide to us on 7/13. The hot water heater replacement was discussed; however, ***************** did not seem to know about the work done on 8/16 by Sunshine Plumbing (2 gallons of bleach added) and the recommendation from Sunshine Plumbing for Richmond American to replace. This was the last item we discussed during the phone call at 8:00PM given the difficulty we had in communicating.
The difficulty with communicating ended with us requesting a different Richmond American representative to handle the work items for our home. ***************** was concerned that we were recording this phone conversation during the 8PM, 11/2 conversation. To be clear, no recording by Richmond American or us was made on any phone conversation we have had with *****************, since in none of our conversations with ***************** did both parties consent to having the phone conversation recorded. ***************** was particularly concerned about the 8PM, 11/2 conversation, since we asked him directly if he was willing to have the 8PM, 11/2 conversation recorded. He stated that he did not want the conversation recorded. In accordance with ******* Law, we did not record the conversation, since both parties must agree and that did not occur. Our source: ******************************************************* [Accessed 02 Nov 2022]. We asked for this recording, since ***************** has refused to provide email documentation regarding any verbal agreements. Lack of written documentation made us concerned that the items verbally agreed would not be executed. This concern is highlighted and discussed further in our 10/30 response. This combination of unwillingness to document agreements when they were made between 10/13 and 11/2 and growing difficulty in verbal agreements on 11/2 led us to request a different Richmond American representative to handle the work items for our home (to include the 1-year builder warranty walkthrough before December 9, 2022). Note, this request is made the evening of 11/2 and provides significant time for Richmond American to realign with ***************** or to provide an alternative point of contact to facilitate the work moving forward.
Circling back to the concrete ******************** by *****************************, ******************************* response shows a fundamental lack of knowledge regarding the concrete issue. This lack of knowledge is that Richmond American sent a concrete contractor to address the concrete on 10/4 by *********************** (Clay **************** Manager that covered our home during the interim period between the resignation of ************************* as ********* Manager for our area and ***************** assigned as ********* Manager for our area). The work done on 10/4 was incomplete. Bottom line for the concrete is that Richmond American already agreed to the concrete work.
The concrete discussion and response by ***************************** continue to reflect our initial concern that Richmond American (builder) focuses on schedule at the expense of quality, which in practice translates into significant pressure on the contractor to meet this schedule despite their concerns. The concrete example showed that Richmond American made the decision to prioritize laying the concrete over the concrete contractor's concerns that the concrete will not be set properly. This showed itself in the deformities in the concrete and the abnormal number of cracks that led *********************** (interim ********* Manager from Clay County) to agree to the concrete work on 10/4.
With regards to the cited requirement, the cracks pass through expansion/contraction channels/joints. These joints are there to prevent cracks from passing through as stated by ***************** ********** Manager hired in to replace ******************* for our area) during our meeting on 10/13. The fact that they pass through these cracks raises the question of the deepness of the cracks. This is a major concern. Given the depth of the expansion/contraction channels/joints, the cracks passing through expansion/contraction channels/joints may be greater than the cited requirement. This is something that Richmond American would need to prove.
For clarity, below are all of the items that need to be addressed as of Nov 2, 2022:
1. Roof: Roofer Inspection, Drip Edge Repair, Roof Report, and address concern raised by introducing additional holes to the fundamental wood structure. Discussion is incomplete and needs to be furthered to ensure roof report documentation is provided and all roof repairs agreed to be addressed by Richmond American. The roof led to an incomplete discussion given our disagreement on Richmond American providing us the original report from the 7/13 walkthrough with *************************, Project Manager, *********************** ****** Island that discussed the work that needed to be done. To be clear, ************************* stated that he would provide the report to Richmond American to provide to us on 7/13.
2. Hot Water Heater: Sunshine plumbing added 2 gallons of bleach back on 8/16 to address sulfur smell in hot water. Given continued sulfur smell, Sunshine Plumbing has recommended replacement of electrode or entire water heater unit. Sunshine Plumbing indicated that the best solution is to replace the entire water heater unit. Richmond American agreed to replacing the hot water heater. ***************** verbally agreed for Richmond American on 10/13.
3. Exterior Siding: Siding was not installed per the ****** board manufacturing best practices. ***************** verbally agreed for Richmond American on 10/13. Scheduling of this work has not been set. (Website: **************************************************************************************************************) Items that have been agreed on that need to be addressed:
Large ****** board gap above window (by patio). This work is extensive, since an earlier siding contractor stated that all of the lower ****** board boards will need to be removed to address this issue which is near the top row.
Removal of caulking from siding board gaps as noted by siding contractor on 10/3. Removal of caulk is in line with ****** board best practices to avoid corrosion pitting caused by localized areas of water due to the caulk.
Install ventilation exhaust ports properly and replace associated damaged *****. Siding contractor on 10/3 indicated that the fundamental issue is that the ventilation exhaust line was too long. Additionally, there is limited structural support for the exhaust port.
Address gap between patio trim and ceiling patio (by roof interface) around the patio area.
Address the warp ceiling siding near the siding door.
Rework previous siding hole repair, since the repair was not the agreed upon ****** board replacement. The repair was a localized patch that had the same corrosion pitting concern.
4. Concrete: Cracks in visible face of foundation (p.9 of Warranty Handbook, Section III, A. Year 1 Standards Only, 1. Foundations, ****). See attached file "Exterior Concrete Cracks" and "Garage Cracks - Passing through Expansion-Contraction Channels/Joints".
Foundation Face #1: Backyard area on the wall with the ventilation openings in the *****. Picture attached.
Foundation Face #2: Underneath the door between the garage and backyard. Picture attached.
Related Topic: Garage Cracks. See attachment document "Garage Cracks - Passing through Expansion-Contraction Channels-Joints" for Richmond American schedule pressure issue. As discussed earlier in this response, the cracks that pass through the expansion/contraction channels/joints. Passage through these cracks imply a crack deeper than the expansion/contraction channels/joints.
Further, the abnormal number of cracks and associated patches lead us to the point that Richmond American needs to paint the concrete, since the number of cracks and associated patches has led to a problem that would not have been present if Richmond American had not pressured schedule over the quality concerns of the concrete contractor.
5. Garbage Disposal:
Schedule a garbage disposal inspector to determine why water is not draining properly.
6. Grouting/Caulking:
Back-ordered list (August 2021) noted that caulking needed to be done for all sinks. Sinks are not caulked. ***************** verbally agreed for Richmond American on 10/13.
Address floor tile grouting cracks. ***************** verbally agreed for Richmond American on 10/13.
Address grouting on shower and bath edge noted in back-ordered list (August 2021) and home inspection report (March 2022). ***************** verbally agreed for Richmond American on 10/13.
7. Garage Door:
Repair/replace the two-door garage weather strip. ***************** verbally agreed for Richmond American on 10/13.
Attain original garage door documentation from sales department to understand what was originally agreed on the home to include window garage panels. ***************** verbally agreed for Richmond American on 10/13. Note, ***************** indicated not agreeing to this on 11/2, 8PM call.
8. Paint:
As indicated in the response from ***************************** on 11/1, paint items will be addressed. Given his response to our 10/30 Better Business Bureau response and conversations with ***************** to date, this would mean:
Paint the exterior, bottom edge of the house, since it should match the ****** board paint siding.
Repaint under the shutters (front of house), since siding has shutter paint from painting shutter on the wall or installing it wet.
Address paint and texturing of ceiling light area (living room) due to original light fixture installation while paint/texture wet.
Repaint the interior of the house given the poor painting done by the original paint crew discussed in the 10/30 response and reposted here. This is an extremely large work item and will require greater discussion how best to proceed.
Faulty application of paint on interior wall surfaces by a painting team that was fired (verified by the contracting painting specialist who did touch up paint on 10/3 and familiar with the fired team and by the Richmond American building manager on 10/14). This poor workmanship undermines the fundamental basis of the warranty as described in p.2 of the warranty book: "You've chosen a Home built by a leading Builder includes the ********************* ********* that your investement is well protected." This point of quality craftsmanship is stated as a reason to build with Richmond American, see p.16 of "Richmond American - 2022 Brochure". See attachment "Paint Issues Throughout House", Warranty Book, and Richmond American - 2022 Brochure.
9 rooms in the house have paint issues that have made it visibly apparent that there is a non-uniform application of paint. Note, the pictures included are not comprehensive, but shows the spread of issues throughout the house.
Reinforcement of this point arose from the conversation on 10/3 with the painter contractor who did touch-up paint for our house and on 10/14 when the Richmond American home manager arrived for an initial meeting as we progress through addressing workmanship and quality issues with the house. Both conversations stated that the painting team assigned to a number of homes, including ours, did a poor job painting a number of homes. Both the painter contractor and the Richmond American home manager both stated that the workmanship of this team was so poor that the team was fired at a point of time after they finished work for our home. Specific examples provided by the painting contractor included: Team would dip brushes and not wipe excess paint off thereby allowing paint to drip on the floor prior to application to the required surface (ex. prior to wall, ceiling, trim). Team would not apply paint evenly leading to overlapping rolling of paint thereby providing localized areas with multiple layers of paint. Team would not apply sufficient amount of paint to an area thereby leading to localized areas with less amount of paint.
Specific example provided by Richmond American home manager: Team would dip a brush then fling paint from the brush to address paint at the top portion of a wall.
In the examples provided above, areas of multiple layers of paint and areas of less amount of paint led to visible difference in non-uniform application of paint across 8 rooms in the house.
Bottom line, we are discussing the need to repaint the house given the poor painting work done by the original crew (that was fired).
9. Window Blind Edges (Living Room):
Install properly sized window blinds (2). ***************** verbally agreed for Richmond American on 10/13.
10. Builder Warranty Walkthrough:
Date no scheduled. 1-year date is December 9, 2022. Request 1-year builder warranty walkthrough scheduled prior to December 9, 2022.
11. Drywall:
Address drywall issues on multiple entryways (i.e. between garage and kitchen, between living space and the two hallway bedrooms, between the master bathroom and master bedroom, between the front area and the kitchen). ***************** verbally agreed for Richmond American on 10/13.
Address cracks in the shower area and the master bathroom area. ***************** verbally agreed for Richmond American on 10/13.
Repaint and texture once drywall repairs complete. ***************** verbally agreed for Richmond American on 10/13.
Note, all drywall reiterated agreement by ***************** for Richmond American by text on 10/30.
12. A/C Outlet over Sprinkler Head:
Move the sprinkler head under the A/C plastic tube outlet to ensure that the sprinkler head does not spray water into the A/C plastic tube outlet. ***************** verbally agreed for Richmond American on 10/13.
13. Door Replacement (between office area and front hallway)
Door replacement with the same type of door. ***************** verbally agreed for Richmond American on 10/13.
Paint for replaced door. ***************** verbally agreed for Richmond American on 10/13.
14. Separation between Door (Front Door) and Weather-Stripping (p.11 of Warranty Handbook, Section III, A. Year 1 Standards Only, 3. Exterior, Doors, 3.8). See attached file "Light Shining through Front Door". ***************** acknowledged the item only. Not clear if work agreed.
Daylight is visible within the home under normal conditions.
15. Interior doors rubbing on carpet (p.14 of Warranty Handbook, Section III, A. Year 1 Standards Only, 4. Interior, Doors, 4.5). See attached file "Doors Rubbing on Carpet". ***************** verbally agreed for Richmond American on 11/2.
Door Location #1: Bedroom door. Bedroom second closest to laundry room. Picture attached.
Door Location #2: Bedroom door. Bedroom closest to master bedroom. Picture attached.
Door Location #3: Bedroom door. Bedroom to master bedroom. Picture attached.
Door Location #4: Closet Door. Closet connected to master bathroom. Picture attached.
16. Cracks in visible face of foundation (p.9 of Warranty Handbook, Section III, A. Year 1 Standards Only, 1. Foundations, ****). See attached file "Exterior Concrete Cracks" and "Garage Cracks - Passing through Expansion-Contraction Channels/Joints".
Foundation Face #1: Backyard area on the wall with the ventilation openings in the *****. Picture attached.
Foundation Face #2: Underneath the door between the garage and backyard. Picture attached.
Related Topic: Garage Cracks. See attachment document "Garage Cracks - Passing through Expansion-Contraction Channels-Joints" for Richmond American schedule pressure issue.
17. Walls do not meet at 90 degrees. Concerned of major structural defect (p.20 of Warranty Handbook, Section III, C. Ten Year MSD Coverage, C.1).
18. Carpet depression from missing carpet padding in the master bedroom.
19. Mismatch in color between front door and front shutters. Original painters issue. Need to be addressed.
Bottom line, request is for all of the work items to be addressed.
Sincerely,
***********************;
Business Response
Date: 11/04/2022
11/4/22

******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 ************* #***
******,** 80210

RE: BBB Case # ********

To Whom It May ****************** apologize for any frustrations the customer may have experienced, and we are working to resolve open items.

Sincerely,

*****************************
Vice President of Operations, ************
Richmond American Homes
Customer Answer
Date: 11/04/2022

Complaint: 17901359

I am rejecting this response because we are seeking clarity regarding the specific statement made by *****************************: "... we are working to resolve open items." We interpret this statement to mean that Richmond American will address all items stated in our previous discussions with ***************** (Richmond American ********* Manager) that have been summarized in our discussions with ***************************** through Better Business Bureau. Request a positive confirmation from ***************************** that all items stated in our previous conversations with ***************** (Richmond American ********* Manager) that have been summarized in our discussions with ***************************** through Better Business Bureau be fixed to our expectation of a new construction home.

Sincerely,

*********************
Business Response
Date: 11/11/2022
11/11/22

******/******* Better Business Bureau
Attention:Accredited Business Resolutions Specialist
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ******************* Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the items to be addressed. The roofing company was originally scheduled to be there on 11/10 to perform the work needed, but due to Hurricane ****** they have been able to re-schedule for 11/21. The painters have been scheduled for today, 11/11 and we are happy to provide an update if needed.

We apologize for any frustrations the customer may have experienced.

Please let ** know if you have any questions.

Sincerely,
*****************************
VP of Operations, ************
Richmond American Homes
Customer Answer
Date: 11/15/2022
Complaint: 17901359
I am rejecting this response given the number of items that must still be addressed. This response did not answer my previous request for clarification to the agreement of addressing open items. We agree that conversations are ongoing with ***************** (Richmond American ********* Manager); however, there has not been a positive confirmation of all items that will be addressed.
This lack of clarity remains a persistent issue. We have provided the list of items that need to be addressed directly to ***************** (Richmond American ********* Manager), the Richmond American **************** Warranty Website (same items as presented to *****************), and summarized in the Better Business Bureau response to *****************************. The responses to these items have been open ended. A clear example of this lack of clarity is paint. It is not clear if the paint job agreed to Richmond American reflects every paint issue brought to date or simply touch-up paint. The attached back-ordered list reinforces our cited paint issues of items inside and outside the house. This has been noted multiple times since August 2021, but agreement by Richmond American to address all of the issues remains unclear.
Note, since the 11/4/2022 conversation, we are reemphasizing the back-ordered list originally provided to ************************* (Richmond American ********* Manager prior to *****************) back on July 31, 2022. We attained it from the seller agent through our buying agent on July 29, 2022. In it, there are a number of overlapping items with this present request and showed issues with the home that we were not aware of when we closed on the home on April 29, 2022, but Richmond American had agreed to address with the original sellers back in August 2021. We are pursuing the issue with the builder, since conversation with both real estate agents have indicated that regardless of our knowledge of these items, the builder (Richmond American) had agreed to address these items within the builder warranty. This information is being highlighted given the transition in management from ************************* (previous Richmond American ********* Manager) and ***************** (present Richmond American ********* Manager). This knowledge is reemphasized to ensure that Richmond American is being held accountable for all items and address the growing concern that Richmond American is acting in bad faith as we approach the 1-year builder warranty.
Emphasis on the communication with ***************** is made here. ***************** (present Richmond American ********* Manager) has indicated on more than one occasion that he is not aware of agreements made prior to his assignment. Further, he has verbally raised the pressure on a number of occasions to attempt to have us accept the condition of the home without having issues addressed. We stand firm with the documentation provided to date and insist on Richmond American maintaining professional communication.
Bottom line, we reiterate the request of a positive confirmation from ***************************** that all items stated in our previous conversations with ***************** (Richmond American ********* Manager) that have been summarized in our discussions with ***************************** through Better Business Bureau be fixed to our expectation of a new construction home.
Sincerely,
*********************
Note, unless the referenced attachment is the back-ordered list (attached in this response), all referenced attachments are items provided have been provided directly to ***************** (Richmond American ********* Manager) and the Richmond American **************** Warranty Website (same items as presented to *****************). For clarity, below are all of the items that need to be addressed as of 11/15/2022:
1. Roof: Roofer Inspection, Drip Edge Repair, Roof Report, and address concern raised by introducing additional holes to the fundamental wood structure. Discussion is incomplete and needs to be furthered to ensure roof report documentation is provided and all roof repairs agreed to be addressed by Richmond American. The roof led to an incomplete discussion given our disagreement on Richmond American providing us the original report from the 7/13 walkthrough with *************************, Project Manager, *********************** ****** Island that discussed the work that needed to be done. To be clear, ************************* stated that he would provide the report to Richmond American to provide to us on 7/13. ***************************** is correct that the original scheduled meeting on 11/10 was pushed back to 11/21 due to Hurricane/Tropical ***********************. This shift was tied to our shared concern of having the roofer walking on the roof during high winds. Note, this was a noted item back on the original back-ordered list in August 2021 (attached).
None of these problems with the roof were made known to us until the 7/13 walk with ************************* and receipt of the back-ordered list from the original owner (******************* and Hetchka Gray) back in August 2021 (provided to us near 7/30/2022). Warranty has fully transferred to us with the purchase at closing on April 29, 2022.
2. Exterior Siding: Siding was not installed per the ****** board manufacturing best practices. ***************** verbally agreed for Richmond American on 10/13. Scheduling of this work has not been set. (Website: **************************************************************************************************************) Items that have been agreed on that need to be addressed:
Large ****** board gap above window (by patio). This work is extensive, since an earlier siding contractor stated that all of the lower ****** board boards will need to be removed to address this issue which is near the top row.
Removal of caulking from siding board gaps as noted by siding contractor on 10/3. Removal of caulk is in line with ****** board best practices to avoid corrosion pitting caused by localized areas of water due to the caulk.
Install ventilation exhaust ports properly and replace associated damaged *****. Siding contractor on 10/3 indicated that the fundamental issue is that the ventilation exhaust line was too long. Additionally, there is limited structural support for the exhaust port.
Address gap between patio trim and ceiling patio (by roof interface) around the patio area.
Address the warp ceiling siding near the sliding door.
Rework previous siding hole repair, since the repair was not the agreed upon ****** board replacement. The repair was a localized patch that had the same corrosion pitting concern.
Note, these items overlap with noted items back on the original back-ordered list in August 2021 (attached).
3. Concrete: Cracks in visible face of foundation (p.9 of Warranty Handbook, Section III, A. Year 1 Standards Only, 1. Foundations, ****). See attached file "Exterior Concrete Cracks" and "Garage Cracks - Passing through Expansion-Contraction Channels/Joints".
Foundation Face #1: Backyard area on the wall with the ventilation openings in the *****. Picture attached.
Foundation Face #2: Underneath the door between the garage and backyard. Picture attached.
Related Topic: Garage Cracks. See attachment document "Garage Cracks - Passing through Expansion-Contraction Channels-Joints" for Richmond American schedule pressure issue. As discussed earlier in this response, the cracks that pass through the expansion/contraction channels/joints. Passage through these cracks imply a crack deeper than the expansion/contraction channels/joints.
Further, the abnormal number of cracks and associated patches lead us to the point that Richmond American needs to paint the concrete, since the number of cracks and associated patches has led to a problem that would not have been present if Richmond American had not pressured schedule over the quality concerns of the concrete contractor.
Agreement made with concrete contractor and Richmond American to address patio area. The contractor stated that he will address the cracks in the patio and apply a seal that will make the concrete look uniform (address multiple patch visual distinct differences). The contractor shared that these items will be done at his cost and not covered by Richmond American. The contractor did share that he will not cover the cost regarding the concrete in the garage and that we would have to further the engagement with Richmond American. Further, the concrete in the garage would require epoxy to address the cracks with the follow-on need to epoxy the garage floor to address the similar post repair patch concern. To be clear, garage concrete remains an open item. Unclear regarding the two foundation face items. Need Richmond American to align. Again, abnormal number of cracks and associated patches tied to schedule pressure over quality.
4. Grouting/Caulking:
Back-ordered list (August 2021) noted that caulking needed to be done for all sinks. Sinks are not caulked. ***************** verbally agreed for Richmond American on 10/13.
Address floor tile grouting cracks. ***************** verbally agreed for Richmond American on 10/13.
Address grouting on shower and bath edge noted in back-ordered list (August 2021) and home inspection report (March 2022). ***************** verbally agreed for Richmond American on 10/13.
5. Garage Door:
Repair/replace the two car garage door weather strip. ***************** verbally agreed for Richmond American on 10/13. Original appointment on 11/10 pushed. Requested date of 11/16 morning reschedule is not supportable. We have provided alternative time windows the afternoon of 11/16 or all-day 11/21. Conversation in progress.
Attain original garage door documentation from the sales department to understand what was originally agreed on the home to include window garage panels. ***************** verbally agreed for Richmond American on 10/13. Note, ***************** indicated not agreeing to this on 11/2, 8PM call.
6. Paint:
As indicated in the response from ***************************** on 11/1, paint items will be addressed. Given his response to our 10/30 Better Business Bureau response and conversations with ***************** to date, this would mean:
Paint the exterior, bottom edge of the house, since it should match the ****** board paint siding.
Repaint under the shutters (front of house), since siding has shutter paint from painting shutter on the wall or installing it wet.
Address paint and texturing of ceiling light area (living room) due to original light fixture installation while paint/texture wet.
Repaint the entire interior of the house given the poor painting done by the original paint crew discussed in the 10/30 response and reposted here. This is an extremely large work item and will require greater discussion how best to proceed.
Faulty application of paint on interior wall surfaces by a painting team that was fired (verified by the contracting painting specialist who did touch up paint on 10/3 and familiar with the fired team and by the Richmond American building manager on 10/14). This poor workmanship undermines the fundamental basis of the warranty as described in p.2 of the warranty book: "You've chosen a Home built by a leading Builder includes the ********************* ********* that your investment is well protected." This point of quality craftsmanship is stated as a reason to build with Richmond American, see p.16 of "Richmond American - 2022 Brochure". See attachment "Paint Issues Throughout House", Warranty Book, and Richmond American - 2022 Brochure.
9 rooms in the house have paint issues that have made it visibly apparent that there is a non-uniform application of paint. Note, the pictures included are not comprehensive, but shows the spread of issues throughout the house.
Reinforcement of this point arose from the conversation on 10/3 with the painter contractor who did touch-up paint for our house and on 10/14 when the Richmond American home manager arrived for an initial meeting as we progress through addressing workmanship and quality issues with the house. Both conversations stated that the painting team assigned to a number of homes, including ours, did a poor job painting a number of homes. Both the painter contractor and the Richmond American home manager both stated that the workmanship of this team was so poor that the team was fired at a point of time after they finished work for our home. Specific examples provided by the painting contractor included: Team would dip brushes and not wipe excess paint off thereby allowing paint to drip on the floor prior to application to the required surface (ex. prior to wall, ceiling, trim). Team would not apply paint evenly leading to overlapping rolling of paint thereby providing localized areas with multiple layers of paint. Team would not apply sufficient amount of paint to an area thereby leading to localized areas with less amount of paint.
Specific example provided by Richmond American home manager: Team would dip a brush then fling paint from the brush to address paint at the top portion of a wall.
In the examples provided above, areas of multiple layers of paint and areas of less amount of paint led to visible difference in non-uniform application of paint across 8 rooms in the house.
Bottom line, we are discussing the need to repaint the house given the poor painting work done by the original crew (that was fired).
7. Window Blind Edges (Living Room):
Install properly sized window blinds (2). ***************** verbally agreed for Richmond American on 10/13.
8. Builder Warranty Walkthrough:
Date not scheduled. 1-year date is December 9, 2022. Request 1-year builder warranty walkthrough scheduled prior to December 9, 2022.
9. Drywall:
Address drywall issues on multiple entryways (i.e. between garage and kitchen, between living space and the two hallway bedrooms, between the master bathroom and master bedroom, between the front area and the kitchen). ***************** verbally agreed for Richmond American on 10/13.
Address cracks in the shower area and the master bathroom area. ***************** verbally agreed for Richmond American on 10/13.
Repaint and texture once drywall repairs complete. ***************** verbally agreed for Richmond American on 10/13.
Note, all drywall reiterated agreement by ***************** for Richmond American by text on 10/30.
10. A/C Outlet over Sprinkler Head:
Move the sprinkler head under the A/C plastic tube outlet to ensure that the sprinkler head does not spray water into the A/C plastic tube outlet. ***************** verbally agreed for Richmond American on 10/13.
11. Door Replacement (between office area and front hallway)
Door replacement with the same type of door. ***************** verbally agreed for Richmond American on 10/13.
Paint for replaced doors. ***************** verbally agreed for Richmond American on 10/13.
12. Separation between Door (Front Door) and Weather-Stripping (p.11 of Warranty Handbook, Section III, A. Year 1 Standards Only, 3. Exterior, Doors, 3.8). See attached file "Light Shining through Front Door". ***************** acknowledged the item only. Not clear if work agreed.
Daylight is visible within the home under normal conditions.
13. Interior doors rubbing on carpet (p.14 of Warranty Handbook, Section III, A. Year 1 Standards Only, 4. Interior, Doors, 4.5). See attached file "Doors Rubbing on Carpet". ***************** verbally agreed for Richmond American on 11/2.
Door Location #1: Bedroom door. Bedroom second closest to laundry room. Picture attached.
Door Location #2: Bedroom door. Bedroom closest to master bedroom. Picture attached.
Door Location #3: Bedroom door. Bedroom to master bedroom. Picture attached.
Door Location #4: Closet Door. Closet connected to master bathroom. Picture attached.
14. Cracks in visible face of foundation (p.9 of Warranty Handbook, Section III, A. Year 1 Standards Only, 1. Foundations, ****). See attached file "Exterior Concrete Cracks" and "Garage Cracks - Passing through Expansion-Contraction Channels/Joints".
Foundation Face #1: Backyard area on the wall with the ventilation openings in the *****. Picture attached.
Foundation Face #2: Underneath the door between the garage and backyard. Picture attached.
Related Topic: Garage Cracks. See attachment document "Garage Cracks - Passing through Expansion-Contraction Channels-Joints" for Richmond American schedule pressure issue.
15. Walls do not meet at 90 degrees. Concerned of major structural defect (p.20 of Warranty Handbook, Section III, C. Ten Year MSD Coverage, C.1).
16. Carpet depression from missing carpet padding in the master bedroom.
17. Mismatch in color between front door and front shutters. Original painters issue. Need to be addressed.
18. Need to discuss the items on the back-ordered list that have not been adequately addressed to date. Items: Caulk top of all jambs, fill marks on kitchen countertops and buff master/bath corian tops, slide screens, cut tyvek at front elevation, AC pad leveling, level sod, A/C foundation, repair damaged curb. Items discussed elsewhere and overlapped with back-ordered list: paint in and out, eve outlets, drip edge (front - left, right and rear), flashing on left (cut short multiple spots), damaged flashing back left window (nail in soffit), rough edges on column siding, damaged siding back right corner, tuck soffit at service door, soffit hole too big at service door, drywall, grout top of master tile and bathroom 2 tub), concrete slab pour comment (p.2 - *******).
19. Richmond American to provide original documentation of home contract for ********************************************************************** ********************* Lot 40).
20. Light Flickering (in the house): Item remains an issue. Work done to date addressed connections from the *** [*** technician to our home and home wiring up to the main circuit breaker box. These work items included ******** Electrician tightening connections in box between *** work and ******** Electric work (i.e. street and house interface, side box of house) on 8/5, *** conducting a smart meter diagnostic test, 800-ampere test of connections, and retightening junction box connections then transformer box connections (8/16). ******** Electrician (Ernice - ******** Electrics official licensed electrician) tightened cable junctions, electric ****** safety trip, and reverse GFCI polarity. The fact that light is flickering in the house requires Richmond American to put in another ticket with ******** Electric to troubleshoot. Light flickering noted in the office, kitchen, living room, and master bedroom. Given the sporadic nature, we have not yet confirmed it in the other living rooms; however, the impacted area is large.

21. As raised in a previous BBB response, we are concerned with Richmond American handling of corrected deficiencies. Electrical work coordinated back on 10/3 had the electrical contractors official electrician (i.e. electrician licensed by the company that is used for other non-licensed contractors within the company) to address the persistent flickering problem and lack of safety system in an exterior electrical ****** system. In this search he found one serious issue that he addressed regarding improper wiring. He provided background information to the exterior electrical ****** system to show how one safety location protected both locations despite being on opposite sides of the house. Additionally, he found a considerable number of loose connections, which he tightened. Since he tightened we have not noticed any flickering in the house though given the sporadic nature of the flickering this is something we will continue to monitor. As mentioned, he found a serious improper wiring issue that he addressed. The item was reverse polarity GFCI for wiring to kitchen appliances. This was particularly alarming, since our home inspector noted this issue back on March 12, 2022 and the Richmond American POC had informed the sellers real estate agent (who passed the information to our/buyers real estate agent then to us) that this reverse polarity GFCI issue was resolved. The licensed electrician stated that this improper wiring would have still allowed appliances to work in the house, but in an unsafe manner. The unsafe manner was that any time a person plugged in or unplugged an item there was risk of being shocked, since the grounding system does not properly work when the wiring is done improperly. Additionally, the item plugged in could be damaged. Note, we have had two electronics (an iPad and a cellphone) that noted charging issues in the mentioned kitchen outlets. The cellphone was recovered and not a persistent problem; however, the iPad continued to flicker and required replacement. This particular item is something we would want revisited given the safety concern to our family members from the period we closed on the house of 4/29/2022 (as the second owners, closed from the original owners) to when the work was addressed 10/3/2022.
22. ***************** (Richmond American ********* Manager) continues to be our primary point of contact despite his indication over the phone on 8PM, 11/2 and our response through the Better Business Bureau to work directly with **** (but would not provide us his last name). This response is to the Better Business Bureau, since the only **** we know is ***************************** who has been responding to our Better Business Bureau messages. See our 11/2 Better Business Bureau response for context.
Bottom line, request is for all of the work items to be addressed.
For completeness, two items have been addressed, since ***************** fully took over as Richmond American ********* Manager for our home.
1. Hot Water Heater: Addressed on 11/11. *********************** replaced the hot water heater with Richmond American purchase order. We were able to register the purchase through ******************* warranty system for the 6-year warranty window (tank and parts) through 11/11/2028.
2. Garbage Disposal: Addressed by *********************** on 11/11. Same appointment as hot water heater. Arranged by Richmond American.

Sincerely,

*********************
Business Response
Date: 12/05/2022
12/5/22

******/******* Better Business Bureau
Attention: Accredited Business Resolutions Specialist
3801 **************. #***
******, ** 80210

RE: BBB Case # BBB#********

To Whom It May ******************* Construction Team and ************* Team have confirmed they reached out to the customer to start scheduling the items to be addressed. *****************, our ********************, has been working with ********** with his list of concerns. We also have a home visit set with myself, the Director of Construction and ***** this Wednesday.

We apologize for any frustrations the customer may have experienced, and we are working to resolve these open items.

Please let ** know if you have any questions.

Sincerely,
*******************************
Vice President of Operations
Richmond American Homes
Customer Answer
Date: 12/08/2022
Complaint: ********

I am rejecting this response until we receive Richmond American Home (RAH) response to the open items discussed the morning of 12/7, W. Meeting that morning covered a number of items. We had come to a resolution on most items. The two remaining items that have not yet been agreed:

1. Caulking not per *********************** Board best practices (i.e. caulking in front of flashing joints). *****************************************************************************************************************************************
2. All interior walls in the home.Poor paint job discussed previously in this complaint, ********, centers around the paint condition of the walls, RAH acknowledgement that the original paint team was fired for poor work, and the annotation of this work item (i.e. interior paint) on the August 2021 back-ordered list.
Sincerely,
*******

Business Response
Date: 12/12/2022
We performed a home visit with myself, the Director of Construction and ******************* Wednesday (12/7/2022). There are two unsettled items at his point that we are looking into.
1.) *********** caulking (Inspection by a ********************* rep has been requested)
2.) Interior paint

We apologize for any frustrations the customer may have experienced, and we are working to resolve these open items.

Please let us know if you have any questions.

Sincerely,
*******************************
Vice President of Operations
Richmond American Homes
Customer Answer
Date: 12/18/2022
Complaint: 17901359

I am rejecting this response until we receive an answer regarding all items discussed on the 12/7 meeting. To date, Richmond American Homes has addressed some items and agreed to address a number of other items. Two remaining items pending Richmond American Homes official response:
1. Siding not installed in accordance with *********************** best practices. We (Richmond American Homes, *********************** representative, and us) are in the process of scheduling a time that works for all of us to be present.
2. Painting All Interior Walls: Richmond American Homes has provided no update on this item, since acknowledging it on the August 2021 back-ordered list and noting that the paint issues are seen throughout the home during the walk on 12/7.
Sincerely,
*********************

Business Response
Date: 01/06/2023
To Whom It May ****************** have been addressing ************ issues for the past month. ********** requested us to wait until **** to address the paint concerns and I have rejected that request. We are now scheduled for 1/16.

In addition, the ****** siding was on schedule for 1/16, but due to that being a holiday, we are in the process of rescheduling. ********** is aware of this and has given us a few dates to try and work with.

Please let us know if you have any questions.

Sincerely,
*******************************
Vice President of Operations
Richmond American Homes
Customer Answer
Date: 01/13/2023

Complaint: 17901359

I am rejecting this response because the business response is incomplete and attempts to make a false portrayal. Further, several items remain not addressed aside from the paint and siding discussion presented here. These items are highlighted at the end of the email.
False Portrayal
***************************** statement of **** is misleading. We offered the summer of **** to the Building Home Manager, *****************, through an email in response to the Building ************* text requesting when would be best to schedule painting the interior of the home, including closets but not the garage to address items covered in the warranty book. Both the text from the Building Home Manager and the email response occurred on December 21, 2022. The text simply requested a schedule time frame. Our email response provided three potential mitigation paths:
Monetary payout to enable us to hire a separate private contractor to accomplish the work.
Richmond American Homes to provide labor and we procure the paint.
Richmond American Homes to paint the home during the projected military PCS/move (estimated ****). Timeframe provided since we knew the house would be empty.
Note, in our email response to the Building Home Manager we indicated that scheduling work in the next 8 months would be difficult given work volatility. Limited availability is largely due to us setting aside 21 days since Richmond American Homes started working on addressing issues covered by the warranty book on July 13, 2022 through December 23, 2022. Note, Richmond American Homes failed to execute on two days we coordinated off. No work was done up through this email. Expected next work date is January 16, 2023. The primary issue with getting time off was tied to our assumption that there would be a 3-day drying period to address the paint drying process and concern of sleeping in rooms with drying paint fumes, specifically, for children under the age of 5. Note, Richmond American Homes never provided a clear description of how the work would be done nor did they provide any pushback to our 3-day drying period request. Richmond American Homes denied this first request then set a 30 to 45 day-time window (from December 23, 2022) to have the paint work completed, which did not account for any of our work availability concerns.
Our second proposal, requested that Richmond American Home provide us lodging during the paint drying period, where Richmond American Home would paint the home in one day then have an inspection 3-days later to verify quality of the work. Richmond American Homes rejected the proposal, since they would not cover lodging costs. We differed on this point, since we considered lodging to be part of the paint issue given the fact that they would need to paint the entire home, which would significantly impact the atmosphere of the home (concern with two children under the age of 5).
Our third proposal was to request 4 Sundays in a row to compartmentalize the painting of the house in sections, which was requested due to the Sunday requests. Our final proposal leveraged a previous date (1/16) proposed by Richmond American Homes to schedule *********************** representative walkthrough to also do paint work.
The final proposal was to paint the house on two dates (1/16 and 1/19), where the work was split in two days with an emphasis on ensuring that a maximum of two bedrooms would be painted on each date to enable us to stay in the home and minimize paint exposure.
Although the final proposal reached a point of agreement, we remain concerned about how the paint will be done. To date, Richmond American Homes has not specified how they will repaint the home. Considering the impact to air quality, we expect that Richmond American Homes will be rolling paint and not spraying paint given the significant difference that would have on the atmosphere. In general, we found that Richmond American Homes forced a time schedule despite knowing that we would have a hard time meeting their time window. The entire proposal conversation may be found in the attachment.
With regards to siding, ***************************** was the one who proposed the 1/16, morning, siding appointment. Further, he was the one to cancel given the late realization that he would not have staff to support the appointment. We were able to reschedule it to the afternoon of 1/17. This issue with not scheduling work out well and forcing us to their timeline has made this process difficult.
We anticipate continued conversation regarding the remaining outstanding work as captured in the 12/18 attachment and follow-on work tied to the *********************** representative meeting.
Note, the *********************** representative meeting is requested by Richmond American Homes. Our stance remains that items need to be addressed as indicated in the *********************** board handbookhttps://www.jameshardiepros.com/getattachment/1b8929e0-f812-476b-8a15-6db185ffd813/Best-Practice-Guide-Manual-Version-HZ10-US-English.pdf.

Sincerely,
*********************
Customer Answer
Date: 01/24/2023
Note, limit is 4 attachments. A separate email will be sent immediately following this submission to BBB resolutions with 4 additional attachments referenced in this response.
BBB, thank you for reviewing complaint #********. As discussed below, there remain open items that need to be addressed by Richmond American Homes. The statement provided by Richmond American Homes to BBB on 1/20/23 that all items have been addressed is not true. List of remaining items *** be found at the end of the email. One area we wanted to highlight is siding, specifically the removal of caulking from the top of all jambs of external items passing through the siding (ex. hose bib, light fixtures, windows, etc.). Note, there are other siding issues that still need to be addressed.
Issue: Caulking is placed in multiple locations that is directly contrary to the ****** board best practice.
1/17/23 Meeting Attendees: ****** Board Representative (*************************), Richmond American ********* Manager (*****************), homeowners.
1/17/23 Meeting Background: Meeting held given first date supportable by Richmond American Homes, ****** Board Representative, and homeowners. See attachment (Gmail - Home Visit by *********************) and attachment (Gmail - Home visit with ********************* - Rescheduled) for conversation of how 1/17/23 was chosen.
1/17/23 Meeting Basis: Richmond American Homes requested that coordination of work to address issues be put on hold until completion of the ****** Board Representative meeting. We agreed to this meeting, since Richmond American Homes stated that there would be a report that would state the items that must be accomplished to address workmanship issues and meet the best practice handbook (*****************************************************************************************************************************************).
1/17/23 Meeting Result: ****** board representative indicated that caulking needed to be removed from the top of all jambs of external items passing through the siding (ex. hose bib, light fixtures, windows, etc.). Report from ****** Board Representative pending for this item, electrical gap outlets, **** joint above windows, and verification of condition to validate warranty (for long-term retention of insurance documentation).
Richmond American Position to Date:
See attachment (Gmail - - ***** ****** Ct - Alignment - 12_OCT_2022 -) showing ***************** agreeing to address siding issues (to include caulking). See attachment (Gmail - [12_7] Post-Meeting Alignment) for ***************************** meeting on 12/7/22 and follow-on alignment email (Gmail - 12_18 Alignment - ***** ****** Ct -). ***************************** agreed to address all siding items with the only item on hold being the caulking in the gap, which he would wait for the ****** Board Representative. See attachment (Gmail - Home Visit by *********************) for discussion of why additional items were pushed to the ****** Board Representative meeting. 12/15 email documented the electrical gap outlets and window flashing gap. We (homeowners) agreed to wait for the ****** Board Representative meeting given ***'s company (siding contractor technician) expressing that both items needed to be addressed and something he could not accomplish that day (hard to address, did not have siding material). ***************** requested these items be pushed given these issues. Again, we agreed under the basis that the ****** Board Representative is an independent contractor that would provide a fair representation in a written report (agreed by *****************************) to ensure that the siding was repaired/restored by Richmond American Homes to the condition laid out by the best practice handbook thereby ensuring its longevity and adherence to any future issuances that *** require insurance coverage (i.e. documentation that provide objective quality evidence that workmanship done correctly). This is to address any long term risk concerns.
During the 12/7/22 meeting with ***************************** and the 1/17/23 meeting with *****************, Richmond American Homes continued to attempt to push responsibility to either the present homeowners or original homeowners. We disagree due to the attached back-ordered list (August 2021) and conversation to date, which are discussed in the following section.
Present Homeowner Stance:
Review of the back-order list (completed August 2021) indicated that all jambs needed to be caulked. See attached back-order list and bullet 6. CAULK TOP OF ALL JAMBS!. This description is vague and would include all of the jambs associated with items in the wall (ex. hose bibs, light fixtures, windows, etc.). Further, the caulking application is predominantly done on items that are eye level. In our conversation with the original owners, they indicated that these items would be addressed under the builder warranty.
The issue is that our review of the ****** Board Best Practices (2019) and confirmed by the ****** Board Representative (1/17/2023) indicated that caulking is not the right thing to do and that caulking would need to be removed. ****** Board Representative stated that some construction teams still caulk based on the old information in a previous Best Practice revision when builders did not add flashing at the **** joints. Our home has the flashing, which is why caulking is not needed. In fact, caulking needs to not be present to enable water to exit (per ****** Board Representative and Best Practice Handbook). To be clear, the Richmond American ********* Manager was not sure until we raised the issue (based on the home inspection report on March 12, 2022) and presented the best practice handbook. Once presented, Richmond American Homes Home Manager was willing to move forward. See attachment (Gmail - - ***** ****** Ct - Alignment - 12_OCT_2022 -).
Bottom line, our stance is that fault should lie with Richmond American Homes given the original agreement on the August 2021 Back-ordered list (i.e. caulk top of all jambs). Basis is that the Richmond American Homes representative that participated in the back-ordered list agreed that caulking on top of all jambs was needed to address noted deficiencies. Further, addressing the fact that there should NOT be caulk in these locations was something we brought to light to Richmond American Homes based on what we learned from the Home Inspection Report (attached *****_******_Court___Home_Inspection_Report_p_1_11_and_12) and the ****** Board Best Practice Handbook and then confirmed by the ****** Board **************************************************** Manager, *****************, indicated that he would set up a meeting with both the ************** (**** **************) and the *************** (Coastal Roofing) to address the drip edge. There remains an area that is not properly addressed and not addressed, since both contractors have indicated the fault lay with the other contractor. See attachment (Gmail - 12_18 Alignment - ***** ****** Ct -) for need for siding and roofer to align.
Siding: 1/17 meeting complete. Agreement was to hold this meeting and pursue completion of work based on ****** Board representative feedback. Waiting for report from ****** Board Representative to discuss the following items:
Gap above window by patio.
Electrical Gap Outlets
Caulking
Associated warranty with installed ****** board.
Original Documentation: Richmond American Homes will contact other internal departments to attain original documentation. Specifically, ***************************** indicated he would follow up.
Background: Both original owners (closed 12/9/2021, sold 4/29/2022) and us (closed 4/29/2022) reached out. Richmond American Homes **************** indicated that the original owners were the right people to reach out. They did and informed us on October 20, 2022 that Richmond American Homes was in process of looking for the original documentation (no electronic copies, had to attain original hard copies).
Concern is the ability to verify that items purchased in the contract are in the home.
********************* indicated that items remaining would be on the back-ordered list. We pointed out that the garage door (2-car door garage door) was not on the back-ordered list. ************************* did address it after we raised it to his attention in August 2022. Yes, Richmond American did address it; however, ************************* did not know of the remaining work item. Lack of garage door opens the door to other items that need to be done that would only be found with the original documentation.
Request 3-month review from date of receipt.
Light Flickering: 1/19, technicians tightened light switches and checked GFCI for outlets in the house. They indicated that if flickering returned then they would need to go into the attic and start tightening/checking the local junction boxes.
We called and left a message with ********* Electric around 6:20PM when flickering occurred in the kitchen (around 6:15PM). Flicker occurred again around 6:45PM. Given the flickering, we would request a follow-on visit where the technicians know that they will need to be verifying each local junction box.
Past appointments included ********* Electric (3 trips to date, included Ernice - licensed electrician) and FPL (technician). Note, appointment made as a follow-up to 1/19 (on 1/24, 9AM to 11AM) was not held. ********* Electric did not send anyone.
Items that will be Monitored and addressed through ************ [attached "12/7 Post-Meeting Alignment" email ]:
Walls do not meet at 90 degrees (above refrigerator, above entryway to master bedroom).
No update.
Garage Cracks: 1/16" thickness.
********************* indicated that concrete crack would be covered under the 10-year warranty (major structural defect) if it worsens to vertical displacement or 1/4" width concern. Understand that if the concrete cracks worsen, then the first step would be to coordinate with RWC (third-party insurance for Richmond American Warranty). Coordination starts with initial inspection and various other evaluations prior to any decision regarding right path for repair.
Update: RWC Representative (******************* assigned to case *****) reached out to us regarding our submission on 12/9, afternoon. She received our information and will contact Richmond American Homes. She indicated that she will follow up with us after contacting Richmond American Homes.
******************* realigned with us on 1/18. She indicated that she will reach out to Richmond American Homes to further this conversation.
Sincerely,
*******

Business Response
Date: 02/06/2023
To Whom It May ****************** are working through the last few items. Our HC Rep is working with ********** and the trades for availability and will get these items completed as soon as possible.

Please let us know if you have any questions.

Sincerely,
*******************************
Vice Presidnet of Operations
Richmond American Homes
Customer Answer
Date: 02/12/2023
Complaint: 17901359
I am rejecting this response since Richmond American Homes has not reached out to coordinate the remaining items as indicated in ******************************* email. To be clear, since Richmond American Homes attempted to unilaterally close this case on 1/20/2023, we have received no communication from Richmond American Homes until 2/5/2023.
Timeline:
1/20/2023: We received an email from BBB indicating that the case is closed. In the BBB statement, Richmond American Homes made the statement Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.
1/20/2023 to 1/24/2023: Voicemail outreaches by consumer to BBB to reopen case since items remain open.
1/24/2023: Consumer provided documentation to BBB of open items.
1/20/2023, 1/29/2023, 2/5/2023: Email alignment emails sent by the consumer to Richmond American Homes. No response received between 1/20/2023 and 2/4/2023.
2/5/2023: First response by Richmond American Homes (*****************************), since 1/20/2023 when Richmond American Homes attempted to unilaterally close the case with items open. Response did not provide any path forward regarding when to schedule work.
2/6/2023: BBB received response from Richmond American Homes (*****************************) that HC Rep is working with [consumer] and the trades for availability and will get these items completed as soon as possible.
2/10/2023: BBB provided us the 2/6/2023 response from Richmond American Homes. Additionally, we were provided a 7-day window to respond.
2/12/2023: We sent Richmond American Homes another alignment email. No outreaches to schedule work have been made to us from Richmond American Homes.
Based on the timeline on the BBB ******************** website, Richmond American Homes has had one week to reach out to start coordination of the work that remains to be done. Again, we have not been contacted to schedule work.
Bottom line, we reiterate our rejection of Richmond American Homes response and are wary of accepting their response until the work is complete (given their previous attempt to close the case on 1/20/2023).
Sincerely,
*******
Customer Answer
Date: 02/16/2023
Upon further review of all 40 separate SimpliSafe Home Security Camera video recordings (12:58PM to 1:40PM, 2/15, W), we noted that Richmond American Homes representative (*****************) had approved the contractors to replace a section of siding (looks to be a white fascia item, estimated longer than 8') on the home. One video recording shows a contractor walking away from the house with a siding section (white fascia item). A second video recording shows a contractor walking towards the house with a replacement siding section (white fascia item). This repair did not align with what has been noted in the major December 7, 2022 walkthrough (with Richmond American Homes Vice President of Operations (*****************************), Richmond American Homes Head of Construction (*********************), and Richmond American Homes ********* Builder (*****************), and homeowners). Further, this repair did not align with what was noted in the home inspection report used as documentation during the December 7, 2022 walkthrough. This issue is added to the email sent to BBB yesterday (2/15, W), since realization of this item during our review of all video recordings reemphasize our statement that having all parties (including the homeowner) is crucial.

Sincerely,

*******
Customer Answer
Date: 02/16/2023
Bottom Line Up Front: We request BBB review and pass information to Richmond American Homes regarding the issues that occurred up to and on 2/15/2023 as well as the actions that led to the trespassing and conduct of work by a Richmond American Homes representative (*****************) not trained, not insured, and not bonded to complete the work. Note, the work done by Richmond American Homes representative (*****************) was incomplete (i.e. caulk still in the areas he attempted to remove it), the siding around it is slightly damaged, and unclear the status of the flashing. Information below captures the timeline from 1/20/2023 through 2/15/2023 (including the major event on 2/15/2023).

Timeline:
- 1/20/2023: We received an email from BBB indicating that the case is closed. In the BBB statement, Richmond American Homes made the statement Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.
- 1/20/2023 to 1/24/2023: Voicemail outreaches by consumer to BBB to reopen case since items remain open.
- 1/24/2023: Consumer provided documentation to BBB of open items.
- 1/20/2023, 1/29/2023, 2/5/2023: Email alignment emails sent by the consumer to Richmond American Homes. No response received between 1/20/2023 and 2/4/2023.
- 2/5/2023: First response by Richmond American Homes (*****************************), since 1/20/2023 when Richmond American Homes attempted to unilaterally close the case with items open. Response did not provide any path forward regarding when to schedule work.
- 2/6/2023: BBB received response from Richmond American Homes (*****************************) that HC Rep is working with [consumer] and the trades for availability and will get these items completed as soon as possible.
- 2/10/2023: BBB provided us the 2/6/2023 response from Richmond American Homes. Additionally, we were provided a 7-day window to respond.
- 2/12/2023: We sent Richmond American Homes another alignment email. No outreaches to schedule work have been made to us from Richmond American Homes.
- 2/13/2023:
- 2/14/2023:
***************** Email

sir we all understand you work as well but to coordinate a time too get the different trades together to finish up your concerns need to be meet this Wednesday at 10am Like I said I apologize for the short notice but they are trying to accommodate your concerns and get them addressed, If this is as important as you say then You will have to find away to help us help you. We cannot continue you are out of your warranty and I want to close this record and the BBB with you. SO if Wednesday can not work for you then we will just move on and let the BBB know we tried to accommodate you

Regards,

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

********* Specialist

Richmond American Homes

Email: ******************

cell:**************

End ***************** Email

(8:50PM) We reiterate our inability to support the 10AM, 2/15, W, meeting time as well as the shifted 1PM, 2/15, W, meeting time. We provide a window for work to be accomplished. Further, we acknowledge that ***************** will contact the BBB based on this 7:12AM statement regarding non-accomplishment of the work.
- 2/15/2023:
Attachments:
- BBB_ Complaint Management_ ID #***********************
- BBB_ Complaint Management_ ID #********_Jan_24_Documentation_of_Open_Items_and_Recommendation_to_Reopen
- BBB_ Complaint Management_ ID #********_Feb_6_Acknowledgement_by_Richmond_American_Homes_Case_Reopened
- Gmail - [2_12 Alignment] - ***** ****** Ct -
Sincerely,

*******
Business Response
Date: 02/27/2023
To Whom It May ****************** have contacted ********** and are actively working on scheduling the remaining items.

1. Regarding the Eave Drip: We have the roofing company on standby. ********** needs to show **** Siding which areas have siding issues. Once we receive that information, repairs can begin. We expect the work on his roof to be completed within 3 to 4 months.
2. Caulking in the few spots on the side of the house behind the fence and above the windows. After speaking with **********, we have transferred these items to a new superintendent. ********** confirmed in his email to us on February 26that our superintendent was able to connect with him. The superintendent is actively working with ********** to schedule times to address the remaining items. Once ********** provides dates that align with our superintendents availability, we can provide ********** with a timeframe to complete work on the caulk.
Please let ** know if you have any questions.

Sincerely,
*******************************
Vice President of Operations
Richmond American Homes
Customer Answer
Date: 02/28/2023

Complaint: 17901359

I am rejecting this response because the response is incomplete and does not address the three remaining items. Further, the description below will show that the response is inaccurate and does not address the damage done to date by the ********* Manager that has been relieved of the work. The new point of contact, *****************************, Superintendent, offered an initial schedule to address in the first two weeks of March. Our outreach back on 2/28/2023 has not been responded. We provided opportunities to address these items provided windows of time both during the week of March 13, 2023 and March 20, 2023, but he has not responded. To be clear this means we explicitly provided every weekday the week of March 20, 2023 (3/20, 3/21, 3/22, 3/23, 3/24. Anytime.) and offered rescheduling work to the week of March 13, 2023 contingent on a plan provided by March 3, 2023.
Drip Edge/Fascia: We agree with the statement that the roofing company is on standby. The response that information needs to be provided to **** siding is not clear. To date, **** Siding and Coastal Roofing have both stated the other person is the reason for the issue. The statement made by the relieved ********* Manager, *****************, was that Coastal Roofing would reorder multiple drip edge locations for replacement. This path opens a risk that was originally raised back on October 30, 2022 (BBB Complaint #******* Report). We have provided the excerpt from that statement here to facilitate ease of review:
October 30, 2022 Excerpt
Roofer Inspection and Repair of Damaged Shingles: A concern was raised by Richmond American ********* Manager regarding the drip edge replacement. The concern was replacing the drip edge would introduce additional nail holes to the fundamental wood structure. The Richmond American ********* Manager both stated that this would introduce risk to the underlying home frame structure. He then heavily implied that it would impose structural concerns that would make the home weaker over the homes full lifetime. Given this concern raised by the Richmond American ********* Manager, the scope of the drip edge replacement would need to be expanded to the home's structure. Given our conversation to date (including the original conversation on 7/13 with the Coastal Roofing representative), we would want to move forward with the replacement of the drip edge, repair of the raised roof lips along the edge of the roof, and all structural repairs needed to ensure the home is able to last its expected full lifetime. Further, we want official documentation from Richmond American that the repairs will enable the home to last its full lifetime in order to protect our home to the original agreed quality level of a new construction home. This documentation is to provide our homeowner insurance company objective quality evidence of the work done to ensure the home is at the agreed quality of a new construction home. This positive response for work to be done is provided given the request from Richmond American ********* Manager regarding our desired path forward for drip edge replacement, roof edge lip repair, and long-term documentation. This direct response through the Better Business Bureau conversation reflects the statement made by the Richmond American ********* Manager that this decision needed to be made above him at a higher level. Again, the path forward is to do this work and address the raised structural concern. For awareness, the roof repair was the first thing that the Richmond American ********* Manager chose to discuss during our face-to-face meeting on 10/14. Within a couple of minutes of the start of the meeting, the Richmond American ********* Manager received a phone call, which I allowed him to take. Prior to him picking up the phone, I told him we can continue our face-to-face meeting regarding repairs to the home once his call was done. I stepped away from him while he was making his phone call to provide him privacy. At the end of this phone call, the Richmond American ********* Manager asked if I overheard the conversation. I replied I did not. He seemed to not like this answer and relayed to me that the conversation was with the roofer contractor. At this point, the Richmond American ********* Manager told me that the decision to repair the roof had to be made at a higher decision level within Richmond American. Although the Richmond American ********* Manager stated he would support our request for the roof repair, he discussed structural risk to the home by removing nails and adding nails to the home for the roof repair. This is the structural concern in the first bullet. We are bringing this point for awareness given how the conversation occurred. It is not clear if it was truly a coincidence that the roofer contractor called at the start of the meeting with the Richmond American ********* Manager or if it was an attempt to provide us with a perceived risk that would have us choose not to make this action. Given the Richmond American ****************** negative response when I indicated that I did not hear the phone call, the coincidence possibility is less likely and the attempt to make us worried and not pursue the work is more reasonable. If the roof contractor expert (message passed through Richmond American ********* Manager) insists that there is a structural concern with this repair, then the structural repair would have to be included in the roof repair. This concern actually raises a genuine concern over the entire home that must be addressed. Separately, we agreed on sending the roofing documentation to include the roofing report for status of the roof and work done. Documentation would provide long-term paperwork to address the event that this risk materializes.
End October 30, 2022 Excerpt
Caulking statement is incomplete and takes no ownership for the damage done by the relieved ********* Manager, *****************. We will provide the home security recording showing the ********* Manager, *****************, removing caulking with the siding company not touching the home. Again, the Richmond American Representative (who is not insured, bonded, or trained in this area) addressing this issue. This is a major issue that Richmond American Home needs to fully own the path to address the caulking correctly. Below is the work we have done to date to address the caulking. The outreach will show the significant concern that needs to be addressed.
Caulking Contractor Outreach
To date, we have contacted three additional contractors. All contractors have expressed the same concern, namely, that the work needs to be done by the original company (***'s *************** to ensure the warranty is held and valid. All three additional contractors agreed that caulking needs to be removed and that doing so would be a large job where the correct answer is to remove all the siding planks given the layering installation with ****** board. None were willing to provide a quote given the warranty concern and associated liability.
Given the action of ***************** (2/15, W, timeline) all contractors recommend having the issue properly addressed by Richmond American Homes with restoration that is reviewed and reverified to meet the warranty conditions (i.e. a follow-up review by *********************** after the work is complete).
For reference, the three additional contractors are:
****** Exteriors: ************. Point of contact was a scheduler on the phone (2/20, M). I did not catch her name. She is based in *****, **, but schedules for work throughout the four different locations in ** (to include NE **).
***************************: ************. Point of contact was ***************************. We have received a call twice. First time through the ****** ************* website (1/24) and the second time through *************************** website (2/20, M).
Paramount Builders: ************. Point of contact was a scheduler on the phone (2/20, M) and the on-site representative (2/23, R). I did not catch the scheduler name. **** was Paramount Builders' on-site representative.
End Caulking Contractor Outreach
Light Flickering: This was agreed back on 12/7/2022 and has been provided regularly in alignment emails. This item is not mentioned in ******************************* response. This remains an open item and needs to be addressed.
Bottom Line: Richmond American Homes response on 2/27/2023 (BBB sent notification to us 2/28/2023) is concerning. It does not discuss any path forward on how to rectify the incorrect work done to date by the relieved ********* Manager, *****************. It does not acknowledge the time frame provided to date in March, where we have opened an entire week of time (3/20, 3/21, 3/22, 3/23, 3/24. Anytime.) and offered rescheduling work to the week of March 13, 2023 contingent on a plan provided by March 3, 2023. Further, the complete absence of the agreed light troubleshooting shows a lack of focus on addressing all remaining open items. The combination of the light troubleshooting, poor discussion regarding the drip edge/fascia path, attempt to ignore proper addressing of the caulking issue, and lack of schedule coordination with dates presented is concerning.

Sincerely,

*********************
Customer Answer
Date: 03/02/2023
Complaints BBB

Attached the home recording video showing the Richmond American Homes representative doing the work and not the contractor.

Note the file is over 20 Mbps This is the email mentioned in the write up provided earlier this evening.

Sincerely.,

*******

Customer Answer
Date: 03/02/2023
Complaints BBB

One item I would want to highlight is the contractor comment discussing flashing and leak concern. The comments made are directly tied to the 3 separate siding contractors we have requested a quote. Note, ******************** (original Richmond American Homes siding contractor - 10/3) expressed this same issue in previous in-person engagements.

--- Excerpt from 2/24/2023 Email ---
To date, we have had contacted three additional contractors. All contractors have expressed the same concern, namely, that the work needs to be done by the original company (***'s *************** to ensure the warranty is held and valid. All three additional contractors agreed that caulking needs to be removed and that doing so would be a large job where the correct answer is to remove all the siding planks given the layering installation with ****** board. None were willing to provide a quote given the warranty concern and associated liability.
Given the action of ***************** (2/15, W, timeline) all contractors recommend having the issue properly addressed by Richmond American Homes with restoration that is reviewed and reverified to meet the warranty conditions (i.e. a follow-up review by *********************** after the work is complete).
For reference, the three additional contractors are:
1. ****** Exteriors: ************. Point of contact was a scheduler on the phone (2/20, M). I did not catch her name. She is based in *****, **, but schedules for work throughout the four different locations in ** (to include NE **).
2. ***************************: ************. Point of contact was ***************************. We have received a call twice. First time through the ****** ************* website (1/24) and the second time through *************************** website (2/20, M).
3. Paramount Builders: ************. Point of contact was a scheduler on the phone (2/20, M) and the on-site representative (2/23, R). I did not catch the scheduler name. **** was Paramount Builders' on-site representative.
--- End Excerpt ---

Sincerely,

*******

Business Response
Date: 03/13/2023
To whom it may concern:
We would like some clarity regrading ************ comments. If he is referring to the caulking in select areas, ********** was already provided with the contact of ********************* ************ Manufacture). There are no records to back up ************ claim that the caulking should be removed by the siding vendor, nor is the warranty at risk. We have attached the letter from ********************* that was previously sent to **********. Thank you.
Customer Answer
Date: 03/17/2023
Complaint: 17901359

I am rejecting this response because
there remains a need to address the recent response provided by Richmond American Homes and an open item with no path forward.
With regards to the unsigned response, Richmond American Homes statement is concerning since it raises the question to what extent their business practice allows for non-qualified personnel for home construction and warranty work. To date, we have had interactions with qualified contractors with the exception of the events on 2/15/23. ******** posted at end of message for reference. For awareness, we have raised this concern to ************, which is the third-party warranty company used by Richmond American Homes to provide limited warranty for the work done by Richmond American Homes. The statement made by Richmond American Homes needs to be clearly answered.
For the remaining three items, two have a path forward, but one item continues to have no path forward. The two items that have a plan forward are:
Proper removal of caulking. Includes addressing any siding and flashing issues associated with the caulk removal process. Scheduled for the morning of 3/22/2023.
As part of this agreement, we were able to arrange for the ****** Board to send an inspector to verify the work was done correctly. ****** Board inspector indicated that he would write a report similar to what was provided on 2/5/2023 for the inspection performed 1/17/2023. Assuming no issues arise and the report is clean, then we would consider this an adequate result for the event on 2/15/2023 and projected work on 3/22/2023.
Address drip edge/fascia issue. Scheduled for the afternoon of 3/22/2023.

The third item that has not been scheduled is addressing light flickering in the home.

Light Flickering Background: 1/19, technicians tightened light switches and checked GFCI for outlets in the house. They indicated that if flickering returned then they would need to go into the attic and start tightening/checking the local junction boxes. Flickering remains. Request follow-on appointment to schedule tightening/checking local junction boxes. Past appointments included ********* Electric (3 trips to date, included Ernice - licensed electrician) and FPL (technician). Given the next follow-on item (tightening/checking local junction boxes), we would need to allow contractors into the home for a significant period of time.

Richmond American Homes Area Superintendent indicated that he is in the process of determining how best to move forward with light flickering. We continue to offer the week of March 20 (March 20 to March 24) to coordinate this item. We have also opened the possibility of March 27 and March 28. We reattached the December 7, 2022 agreement made with the Vice President of Operations, *****************************, that this item would be addressed.

For the record, we find the Richmond American Homes Area Superintendent responsive. We appreciate that Richmond American Homes was willing to change our POC based on the actions on 2/15/2023. We hope that the conversation remains constructive as we work towards closing out all remaining items.
Sincerely,

*********************
Business Response
Date: 03/22/2023
To Whom It May ****************** are working through the last few items.

1. Electrical flickering light fixtures. We are schelduling are electritian to investigate on 3/27. This will be the second time the electritian has gone out there, the first time no conclusive finding were established.

Please let us know if you have any questions.

Sincerely,
*******************************
Vice Presidnet of Operations
Richmond American Homes
Customer Answer
Date: 03/27/2023
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, since all remaining open work is complete as of 3/27, M, with one exception.
Exception: One item that is in process of finishing is the report from *********************** Representative who inspected the work after the caulk removal was redone by a contractor hired by Richmond American Homes on 3/22, ********** of the *********************** Representatives report is the final item. We are willing to close BBB complaint #******** with the agreement that this item will be delivered within the next two weeks. We accept this closure point given the responsiveness of ***************************** (Richmond American Homes Area Superintendent) and ************************* (*********************** Representative). If we do not receive a response by close of business, April 14, 2023, then we will reach out to Richmond American Homes Area Superintendent and *********************** Representative for a status update and as needed evaluate reopening BBB complaint # ********. Note, three weeks was the window to receive the initial report.

The remaining open work done were:
1. Caulking. Richmond American Homes had a qualified contractor redo the work done on 2/15 as well as address the remaining areas. This rework and address of remaining items completed 3/22/2023. Work verified by *********************** (*********************** Representative) on 3/23/2023. Report pending (i.e. remaining open item discussed above).
2. Drip Edge/Fascia. Addressed by roofing contractor on 3/22/2023.
3. Light Flickering. Addressed 3/27/2023 by ********* Electrician. ****** (certified, licensed electrician for ********* Electrician - verified today. Previous understanding was name was spelled ******. ****** is correct spelling.) was on site with a fellow technician (did not catch name). The two-person team addressed a set of loose wires as part of a systematic troubleshooting process. ****** provided a direct number if light flickering issues continue. Description of the light flickering issue (NOT tied to start of a new load such as A/C, laundry, washer, etc.), sporadic nature, and impact through light in the house (and not digital clocks) led the onsite electrician team to believe the addressed loose wires in the panel is the issue.

With these open work items addressed, all items addressable by the 1-year warranty coverage have been addressed and closed as of March 27, 2023 (again one exception above).

Sincerely,

*********************
Initial Complaint
Date:08/31/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have reached out to *********************** multiple emails on July 18 - Aug 16. Then contacted field manager ***************** Aug 20- Aug 30. Neither can assist my issue and concern with my hvac system. The unit placed in my home is undersized and is incapable of providing adequate air to my home. The region here in ********* 100+ degrees on ****sqft home using 4 ton unit is not sufficiently cooling my home. The unit is undersized and should have a 5 ton unit.
Business Response
Date: 09/15/2022
09/06/2022

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** our knowledge, our Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the items to be addressed. On 8/02/22 ********* Manager spoke to the customer and confirmed the ** is the correct size as it states in the plans. The home is no longer under warranty nor manufacturer warranty. As a courtesy we have ********* scheduled for 9/8/22 to address air flow test. We are happy to follow up once scheduling has been confirmed.

We apologize for any frustrations the customer may have experienced, and we are working to resolve this open item.

Please let ** know if you have any questions.

Sincerely,
*******************************
******,********* Manager
Richmond American Homes
Initial Complaint
Date:08/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Around November of 2020 we contacted Richmond American about the faulty frame that was intentionally cut around the bathtub frame resulting in mold under the bathtub. They told us we should have opened up all of our walls and checked for any leaks with in the first year! They put us off, no help, and eventually ignored us and blocked us on social media. We have since had to file a claim with our insurance to fix this, resulting in higher insurance and no one will insure us for a decent price because of Richmonds faulty work. Richmond should be held accountable for this. This was our third time having mold in this house.
Business Response
Date: 09/15/2022
9/14/22

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case#********

To Whom It May ******************* to the close date of this home, we have no accessible records indicating this consumer filed any warranty claims with us during the proper coverage period for the requests she is asking. That being said, given the age of the home the warranty coverage stage this homeowner is in is the final year of the purely structural phase, which does not cover any of the items this homeowner mentioned. Regarding the claims of unacceptable work, please note every one of our homes must pass all county and state regulations and requirements, along with meeting all the State of ******** builders codes. These above-mentioned points must be cleared in order for us to legally turn the house over to the new owner. In conclusion, due to the homes age and the policies of both Richmond American and the *** limited warranty (which was contractually agreed upon) we are unable to take any further action at this time.

We apologize for any frustrations our consumer may have experience and please let us know if you have additional questions.

Sincerely,

*******************************
VP Operations, ************
Richmond American Homes
Initial Complaint
Date:08/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I closed on my home, I was told I would be getting temporary loaner appliances since mine were on back order. In the month I have lived here, I have seen all the homes under construction get their appliances - but not mine. The fridge they gave me has a broken freezer, and doesnt open all the way without hitting my granite countertops. I have been passed around from the super to his assistant to home warranty and no one can give me an answer on when I will get the appliances I paid for. Texts and phone calls go unanswered most of the time. I also have sent the super a detailed list with photos of damages that need to be repaired and still have items outstanding a month later. All of my plants and trees in the front yard were dead upon closing, and the builder continues to say they will send a landscaper but never does. My kitchen cabinets were all scratched before closing and I am still waiting on new ones. My master shower has now been leaking for a whole month which is damaging the stainless steel. Construction also left white paint all over the tile and the brick wall outside. Its impossible to get anyone to communicate with me, give timelines, or do the repairs they promised they would complete. I love my home but I am extremely dissatisfied with the service, lack of follow through, and lack of ownership.
Business Response
Date: 09/06/2022
09/06/2022

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** our knowledge, our Construction Team and ************* Team have confirmed they reached out to the consumer to start scheduling the items to be addressed. ****************** is scheduled to meet with the customer on 9/6/2022 at ******* to address all concerns. We are happy to follow up once scheduling has been confirmed.

We apologize for any frustrations the customer may have experienced, and we are working to resolve this open item.

Please let ** know if you have any questions.

Sincerely,
*******************************
Home Care Manager, ******
Richmond American Homes
Customer Answer
Date: 09/06/2022

Complaint: 17793840

I am rejecting this response because: I have been trying to get these appliances in since July 29th. The home care rep I was working with, *****, said that they do have my appliances and the company wont release them? A new home care rep called me last week to schedule todays meeting and said ***** is no longer handling my file. I asked him about my appliances and he said pretend I have a blindfold on. I hope Richmond is prepared to fix my granite countertops since the loaner fridge they gave me h it s it everytime I open it. FIX THIS. Oh and my plants are still dead out front. All I have heard at this point are false promises.

Sincerely,

***********************
Customer Answer
Date: 09/13/2022
I called GE myself on 09/08 with the order number provided and was told my appliances have been sitting in their warehouse since July 13th which is before I closed. The rep said they have been calling the number on file for whoever placed the order trying to schedule my delivery and have gotten no response. She said the order has now been cancelled, money has been refunded to the builder, and my appliances have to be reordered and are probably back ordered again.

I contacted *********************** and ****** with this information. ***** said they have reordered my appliances as of 08/09. I have not received confirmation or an ETA on when these will be delivered. ** said the appliances are back ordered so now I will have to wait way longer to get what I paid for due to this error. Extremely frustrated that no one from the builder caught this or saw the order was cancelled. Had I not called myself, these appliances would have never been reordered.
Business Response
Date: 09/23/2022
9/23/2022

******/******* Better Business Bureau
Attention: To Whom It May Concern
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** contacted ************** directly on 9/23/2022. The appliance delivery is scheduled for 9/26/2022.

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,

*******************************
Home Care Manager, Division
Richmond American Homes
Initial Complaint
Date:08/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March of 2022, we moved into our Richmond home. Richmond was great to deal with initially. In May of 2022 things went downhill very quickly. Richmond came to install our plants, a worker went down into the crawl space of my home. **** he came back out he advised me that there was water everywhere under the house. Confused, I called Richmond. It turns out someone screwed a drywall s**** through a copper pipe and it was leaking the entire time we had been in the home. Richmond sent out guys to pull up the floor. While pulling up the floor, the smell of mildew permeated the entire house. I confided in someone who builds homes for a living and I was told that the subfloor should have been ripped out and replaced. I advised Richmond of this and they refused to repair the home this way. They dried everything out, sprayed moldicide while I was inside the house, and sealed the floor. The entire front sat like this until august 2022. Finally, the flooring arrives. Installation is rocky **** installing the workers are refusing to fix the flooring not properly clicking together and gluing it instead. They ordered and installed the wrong size cabinet. I've been missing out on work, time, and money, trying to deal with this and we continue to go backward. Other things I have been dealing with- The tree out front was never tied to the stick so it broke during the first storm. Floor planks throughout the home unravel because it was never installed properly and they cut corners gluing the entire thing, concrete was not done properly in the driveway and continues to crack at an alarming rate. Richmond continues to cheap out on me making this an expensive, long, drawn-out process. I was never offered a hotel and or compensation and the time and money I spend dealing with this continue to grow. My toddler hasn't had a room for months and she's been sleeping with me, and toys are stored away. The warranty guy ignores calls, does not communicate. I have more complaints and photos.
Business Response
Date: 09/06/2022
September 2, 2022

******/******* Better Business Bureau
Attention:*************************************
3801 ************* #***
******,** 80210

RE:BBB Case # ********

To Whom It May ****************** August 31st Don **** Richmond American ************** Director and *********************** ******************** went to the home. At the time of the visit we did meet with ****************************** We agreed to replace the four bottom stones of the driveway and the tree. Both of these items are not covered under the *** Limited Warranty, however they are being done as a good will gesture for the inconvenience they had went through. We also discussed the cabinet that was the wrong size. We will have *********************** work with ***************************** to complete the remaining items.

Regarding the leak repair there are protocols that are followed when performing mold remediation. This repair did not require sub floor replacement.

We apologize for any frustrations the customer may have experienced, and we are working to resolve this open item.

Please let us know if you have any questions.

Sincerely,
***************
Home Care Director
Richmond American Homes
Customer Answer
Date: 09/06/2022

Complaint: 17783861

I am rejecting this response because: this does not compensate us for the time and money this has cost us for the last several months. Both the tree and concrete were done improperly and are being fixed due to improper installation. My concrete is also patchy and discolored while the rest of the neighborhood has nicely done concrete.

Sincerely,

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

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