Letters

memos

memos written during construction

Letter written following pre-settlement walkthrough

letter written prior to the 90 day walkthrough

During the 90 day walkthrough, the construction manager stated that Richmond American Homes is acting on the letters and memos we have sent them and that they will restore our confidence in Richmond American by addressing the issues and concerns in a professional and timely manner. He also stated that the local community management is no longer with the company.

It seems that the construction manager has misspoken, almost 12 months later and some work has to be completed and some has to be redone. As far as their attitude it has not changed, they still promise, "Pass the buck" then partially deliver. It is evident that their attitude is "we will get to you when we can."

Letter 3

Letter written in course of the 90 day walkthrough work.

In response to this letter, someone from Richmond American Homes identifying himself by his first name, called and explained the provisions of the Home Warranty Agreement and requested to send people to assess our concerns with the draftiness of the house and report back to him, I agreed. Representatives from the Insulation, Fireplace, and Heating and Cooling subcontractors came.

	The insulation subcontractor found missing insulation in the attic and gaps in the basement. Structural gaps were not worked on as the subcontractor indicated that he will notify Richmond American since it is their problem.
	The fireplace subcontractor indicated that "This problem is with builder/needs to check insulation in exterior wall. Insure to use sealant."
	The HVAC subcontractor noted that the floor of the master bedroom was cold.
	5 months later nothing is heard from Richmond American on these assessments.

In a phone call inquiring about when will the unfinished 90 day work will be completed and what has become of the assessment requested by Richmond American Homes, we were told that all the work has been completed and there was no further action. We took an exception to that conclusion and stated that there is work that has not be completed and that we were promised a first of May date. We were told that they will notify the construction manager and have him get in touch with us by the end of the week No one has called by the end of the week.

Due to a roof leak that damaged the ceiling and soaked the carpet in a second floor bedroom, I contacted customer service at Richmond American Homes on Friday evening, prior to Memorial day, and left a message. Tuesday I was contacted by RAH and was told they would come over to assess the damage. I also inquired about what would become of the unfinished work, I was told that they would come and take a look when the construction manager comes back from leave in a week's time. Only one person showed to this meeting, not the construction manager as they did not feel that he would contribute to the meeting.

Five months after letter 3, Richmond American is back to complete unfinished work, redo completed work, and address new problems. They have left after three days with uncompleted and unaddressed work. In calling customer service to finish the work, we were told that we have to wait until the production manager and construction supervisor come back from vacation. In a conversation with the production manager he said there isn't anything he can do and I should include my issues in a letter to the customer service director; as if these are new warranty claims.

Letter 4

Letter TO THE CUSTOMER SERVICE DIRECTOR 10 months after settlement

Letter 5

courtesy note to Richmond American homes of VA

E-mailS-1

e-mail exchanged with THE CUSTOMER SERVICE DIRECTOR in response to a meeting held with RAH on 9/14/01

E-mails-2

e-mails exchanged with THE CUSTOMER SERVICE DIRECTOR in response to his phone message of 09/26/01

Letter 6

Letter TO THE CUSTOMER SERVICE DIRECTOR in response to his letter dated 10/02/01

Letter 7

Letter TO THE CUSTOMER SERVICE DIRECTOR in response to his letter dated 10/16/01