Letter to Richmond American Homes of Va

(This letter was attached to the second letter)

Richmond American Homes Of VA Inc.

Mr. Peter Thompson

President

3701 Pender Drive

Suite 200

Fairfax, VA 22030

October 16,  2000

Dear Mr. Thompson;

We have just completed a pre-settlement walk-through of a new home being built by your company. The purpose of this letter is to bring to your attention our dissatisfaction with the way we have been treated (issues/concerns have been handled) by your company's local representatives, as well as issues that touch upon your company's credibility, professionalism, and claim to quality product. We hope that as an officer of Richmond American Homes you uphold your company's respect for its customers, their satisfaction, and the company's commitment to the quality of its product.

For brevity, only major concerns and issues are enumerated in this letter, copies of photographs relating to the cited issues are also enclosed, as well as copies of comments given to the community sales manager during the month of August 2000, relating to the same issues and concerns.

1.  Laundry room

1. The washer drain tub is placed where the dryer should be placed, as indicated by the location of the 230V electric outlet and the washer plumbing hook-ups.

2. The dryer vent flue is located in the ceiling of the room and it is thought by the Community management that it will get connected to the dryer via sheet metal ducting that in my view is best suited for basement applications.

3. None of the other Overton III built at the same time as this house, at this,  or other, communities have swapped washer and dryer or ceiling vent flu or sheet metal ducting.

2. Missing a standard ceiling light fixture in the family room by the stairs, above the extended hallway.

1. None of the other Overton III built at the same time as this house, at this,  or other, communities are missing that light fixture, the latest blue print has it as a standard light fixture.

3. Broken edge of the second step of the stairs leading to the second floor.

1. The site superintendent indicated that this would be fixed when it was brought to his attention during the pre-drywall walk-through. As could be seen from the photograph it has not been fixed and was covered with the carpeting, this is a safety concern.

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4. A telephone wall jack is supposed to be installed in the kitchen, above the desk, a regular jack is installed instead.

1. The site management was made aware that the electric outlet box and the telephone jack box were too close to each other eliminating the utility of one when the other was in use.

2.  None of the other Overton III built at the same time as this house, at this,  or other, communities have this problem.

5. Opening to the outside in the basement covered only by the vinyl siding.

Last and certainly not least is the profane inscription that was sketched on the wall at the stairs leading to the second floor and in the concrete in the basement, as could be seen in the photograph.

Mr. Thompson, where does the customer stand with Richmond American? Is respect fundamental in Richmond American's relations with the customer? Richmond American claims that its customers' satisfaction is directly related to its success, given the above, is Richmond American successful? Why is this particular house built differently than other Overton III that Richmond American builds, why have our concerns been brushed aside and why have we been treated in a less than respectful manner? Is it because who we are? If we have been wrong in bringing issues and concerns to Richmond American's attention for remedy and resolution in time please let us know.

Most of these issues and concerns were brought to the community sales manager and the site superintendent, verbally and in written form in the hope that they will be addressed or responded to before delivery. However, the only response was that we should have not wasted our time. Richmond American had at least 2 months during which these issues could have been corrected, but it chose to do nothing.

We have requested that the major concerns be addressed before settlement, planned for October 23rd 2000, and that remaining work be completed within the prescribed two weeks time frame. It is unfortunate that the precedence the community management has set forth striped them of any credibility that had once existed. It had always been our intention to move into our first home without delay, however, we are extremely concerned that we will be subjected to undue hardship as deficiencies are corrected.

Mr. Thompson, we look forward to hearing from you and anticipate working with you in resolving the existing issues in a timely and responsible manner.