Complaint Category: Delayed completion of repair
Complaint: We have had multiple leaks in our house which has resulted in damage to the interior which has not been fixed in 3 months along with other repairs.
We have multiple leaks in our house, the leaks themselves have been fixed, however, the resulting interior damage has yet to be repaired 3 months later for the major damage, and 6 months for the more minor damage. Phone calls and e-mails go unreturned. Randomly strange men will show up at the door saying they are here to do warranty work, but nothing gets finished, and they don't keep appointments. On several occasions I have made appointments to get things repaired, just to wait around all day (and cancel appointments) and have nobody show up or call. We have a list of repairs that needed to be fixed when we moved in last July that still have not been addressed. I was told by one "repair man" that we need to wait until our 1 year walk-through to have those repairs addressed.
Business' Initial Response
Reda Home Builders is in the process of fixing the repair problems caused by a roof leak. The customer had a roof leak that took a few return trips to the home to repair. There were not multiple leaks, but only one leak. Reda Home Builders was not sure if the leak was fixed until after a heavy rain. We brought fire hoses over to the home to see if there was still a leak, but could not tell until after the heavy rain. Once we knew that the leak was fully repaired with no further leaking, there were several attempts made to repair the inside of the home. Our warranty department tried contacting the home owner, and we also went to the residence to try and complete the repairs. The repair companies were unable to get a response by phone, and were sent away. Items from the leak were completed last week except some drywall which has to be completed in multiple stages due to drying time. The appointment is set for today to finish the drywall. Once that dries, a painter is set to finish up.
As for the other items the home owner is referring to, no list of repairs has been sent to the Warranty Department. We have multiple ways to receive repair requests. There is a warranty request contact email at email@example.com. There is a link on our website (www.redahomebuilders.com) to send a request if the home owner does not have the email address. There is also a warranty request phone number to leave a message for a request at 931-444-6067. This way we have record of what the customer is asking to be repaired. None of these steps have been done by the home owner. If a list of repairs was given to a repair person that came to the house, this is not the proper way to submit a repair request to Reda Home Builders. There would be no way for us to know what they need done if any other action was taken except for the above request portals.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I would have been happy to show the mud on the bedding and luggage to the worker if he had bothered to come back and see it. I called him immediately after they left and I noticed it. I had made it clear to the repairman that I would be on vacation and access to the house would be limited to after my return. Leaving one message on my door while I'm out of state doesn't seem to me to be "multiple attempts" when they have my phone number for contacting me. We have never turned workers away despite what the builder says. In fact, on three different occasions I cleared my calendar to be present for workers to come (as they scheduled with me) only to have them never show up. The builder has also failed to address that we had multiple leaks...one due to the roof and one from the bathroom upstairs that required fixing. He denies multiple leaks, but has not once been here to evaluate issues himself or made contact to address issues. All of his information is third party and I can assure you, ours is first hand. Builder sent a painter out to finish repairs, and when the painter said the corrective repair was unacceptable and repaired incorrectly, the response I got from his "lead" repairman was that the painter was "stupid." As wall was not repaired for 3-4 months from the roof and nearly 6 months for the ceiling in the kitchen, we worry about the issue of mold or damage that is not just strictly superficial damage. The builder has repaired superficial issues at this time. I am utterly appalled at the lack of responsibility the builder has taken to repair issues that would have never existed should the job had been done right the first time. An apology would go a long way, especially since he has now made false statements and still has not made any attempt to contact us directly...instead sending multiple "middle men" and never addressing the issue himself. As our warranty will be up in a few months and only superficial repairs have been made, we anticipate further issues to arise from a job done without proper care that I'm sure the builder will not be willing to repair. I will be contacting an inspector to review the house before our warranty expires and a copy will be sent to the VA. I do not trust that Reda homes stands by their work or strives to maintain quality products.
Business' Final Response
we now been able to take care of all items affected by the leak in the roof. now that the home owner contacted us back after many attempts to contact them including leaving letters at there home we were able to finish our work. its unfortunate you had to be contacted about this matter since we were trying to get it resolved already. it is very hard to do when its not easy contacting the home owner to get into the home.
as far as the mud on there items, we wrapped everything in plastic and there was no mud when the workers left on anything. items the customers are saying had mud on them, if there was, should not have been left in areas that work was being done. we do not believe our workers were responsible for this. we had our head guy at the home owners house during the process and like i said there was plastic put up.
if there is anything we can do for you please let us know.