D R HORTON AMERICA'S BUILDER

XXXX
Division President
D.R. Horton
400 Carriage Hills Blvd.
Conroe, TX 77384
Dear XXXX:
I chose to write this letter vice filling out the survey because I have
been incredibly disappointed with my customer service and warranty
experience.  My experience with D.R
Horton began when I bought a pre-owned D.R. Horton home on July 21st,
2014.  Prior to purchasing the home, I
asked if the D.R Horton new home warranties are transferable.  I was told all the warranties were indeed transferrable.  This meant in our case, we would have
approximately two months remaining on the 12 month warranty.  Prior to purchasing this home, I had no
prior experience with D.R. Horton.
My plan was to live in the house for approximately one month so I would
have sufficient time to observe any discrepancies and then submit any warranty
claims all at one time prior to the warranty expiration.   After the first month, I drove to the D.R
Horton model home in our neighborhood to inquire on how to submit warranty
claims.  The woman at the office told me
she doesn?t deal with pre-owned homes and stated she wasn?t sure if the
warranties were even transferrable.  She
was borderline rude and certainly acted as if I was wasting her time.  I walked away from this encounter thinking
that this particular office only cared about me if I was buying a new build
house.  She did fortunately provide me a
phone number to another D.R. office.   I
called the phone number and spoke to a representative who was polite and
helpful.   She confirmed the warranties
were transferrable and instructed me how to submit my warranty claims online.  I was very thankful for her help.
I submitted my claims.  I
immediately received an auto reply email from D.R Horton stating my claim was
received and I should hear from someone soon. 
Unfortunately, this never occurred. 
I had to call the D.R. Horton office three times before XXXX
contacted me to discuss my claims.  I
was not pleased with the lack response, but just happy at that point to finally
be able to speak with someone.  We
scheduled an appointment at my home so we could discuss the claims.
At that meeting, we reviewed all the claims.  He told me what would be covered and what
was not covered.   I agreed with Matt?s
assessment and then he said he wanted to schedule all the work immediately so
we could get the work accomplished as soon as possible.  I thought, awesome, now we are getting
somewhere.  Unfortunately, this turned
out to be false hope.  I have included
an email I sent to XXXX on August 29, 2014.  It outlines the details and timeline of my
interaction with D.R Horton up to that point. 
During that time, XXXX assured me on two separate occasions
the construction manager would call me. 
That never occurred.  XXXX
eventually contacted me again.   With no
other recourse at that moment, I continued to work with XXXX on my quest get
my repairs completed.   Unfortunately,
the trend of poor communication from XXXX, contractors not showing up for
scheduled appointments without even calling, and incompetent contractors
showing up and not being able to resolve the issues continued until the end of
October 2014. 
The most significant warranty claim was the upstairs air conditioner not
operating properly.  Keep in mind this
was occurring during the middle of summer. 
It was obvious when walking into the upstairs bedrooms they were
significantly warmer than the rest of the house.  I bought a thermometer, which showed they were
consistently seven to eight degrees warmer than the rest of the house.   The HVAC contractors missed many
appointments without calling.  When they
did show up, I believe they were incompetent. 
During the first appointment, they said they discovered a Freon
leak.  When that didn?t resolve the
issue, they said they needed to install flaps. 
At the next appointment, the technician said they needed to replace the
blower motor.  I was told would take approximately
one week for them to order and receive before it could be replaced.  When they received the blower and came to
install it, the next technician said it wasn?t the blower motor; the existing
one was just wired improperly.  At that
point, I was indifferent to what was causing it not to work properly.  I just wanted it fixed.   After he re-wired it, it appeared to
finally be working properly. Albeit after summer was over and the heat had
subsided.   That was until this past
week when I attempted to turn on the heat for the first time in the wake of
our recent cold weather.  Now the heat
is not working properly and we have the reverse situation.  While the temperature outside has now been
in the 20s, my kids have been subjected to having to sleep in rooms that are
in the low 60s because they don?t have heat. 
I submitted a new warranty claim and they are scheduled to come out
today.  All together we now have gone
nearly six months with the upstairs HVAC system not working properly.
In conclusion, I am a reasonable person.  An example of this would be when Matt came
to our house the first time.  He
explained some of the items I submitted under the warranty were not
covered.  I accepted his explanation
when he showed me the warranty and I didn?t argue with him.   I certainly wasn?t trying to get something
I didn?t pay for.  Additionally, I don?t
expect perfection. What I will tell you is that we paid a lot of money for
this house that included an accompanying warranty.  I do expect the homebuilder to honor their
commitments without giving the consumer the runaround and requiring endless
phone calls.  I would be scared to add
up all of the time I have spent on the phone and waiting around at the house
only for the contractors to not show up. 
This demonstrates a complete disrespect for your customers.  One of the questions on your survey asks if I
would recommend D.R. Horton to a friend or family member?  You tell me, after my experience would you
recommend D.R. Horton?  At this point, I
certainly couldn?t in good conscience. 
That being said, I don?t immediately and permanently label a company as
bad that has sold me a defective product or provided poor service.  In my opinion, no one is perfect and there
is room for error.  The mark of a strong
company is how they rectify the situation. 
Regretfully,
Displeased & Disappointed D.R. Horton Homeowner
Enclosure (1)

We had the WORST Sales Rep and Building Superintendent. The Sales person knew nothing about houses. The building superintendent could not be bothered by the expectations of his customers. He clearly just wanted his unit completed for his bonus and move on to the next. For the cost of the house, there was NO eye for detail or special attention to detail.

Each call has been responded to quick by the DR Representative. Getting the trades they use to show and give proper notice has been a struggle. The garage door company has very tough. The landscaping company is awful and can't seem to solve a problem unless you hold their hand. All the other trades have been relatively good.

They gave me a great price. They were very knowledgeable and helpful from the very start.

It went very well. They have their own show room that you can go in and view what they have before picking it out.