DeNova: Service Request

tomhanksIt’s been just over a week we have owned our home and the disappointment and frustration continue. There have been many supporting our stance on social media, but some have questioned why we went through with the close of escrow if noted problems were not addressed. Arguments can be made on both sides, but I went on a recommendation and we decided to get into our new home and use DeNova Home’s service request to rectify our outstanding issues.

Earlier this week I sent an email to DeNova Homes to address outstanding issues with our new Aspen home. It read:

DeNova Homes,

 
Disappointed doesn’t begin to describe the feelings we have towards to craftsmanship and finishing on our new Aspen home. Not only did we have one, but two inspections with Kevin, which seems to only have scratched the surface of the problems we have encountered the first 7 days in our new home. Much of the blue tape place was removed after our walk through, but the problems remained, with my wife finding balled up blue tape in cabinets and doors after we moved in.
 
As I mentioned in my previous e-mail and noted mentioned to Kelly and Wendy, prior to closing, the e-stone in the master bathroom is unacceptable! I understand we had the opportunity to over pay for tile in this area, unfortunately when we were dealing with the sales office, we never saw a standard bathroom in any of the models before we made our decision to buy. If we knew the e-stone would overhang the actual bathtub, not be cut straight and have poor caulking, rest assured I would have spent money to have tile put in. One of the e-stone walls had a chip in it during our first walk through, which was noted during the inspection with Kevin. The following walk through it appeared as if the enter wall was cut and shortened to remove that chip and now it does not match the other two walls.
 
It also appears as the house was never cleaned before we took ownership, if it was, then my 10 year could have done a better job cleaning the house. Dirt, dust, sawdust and many nails, screws and razor blades have been found in MANY parts of the yard and home.
 
The following is the first list of items we have seen in just 7 days in our new DeNova Homes. Hopefully they are all corrected to our satisfaction, because right now I am having buyer’s remorse having spent nearly $500,000 on a new home. Attached is a zip file detailing each item listed below by number.
Attached to this email was a list of 37 items we noted as “outstanding” many of which were issues BEFORE we closed and were promised they would be fixed based on inspection worksheet signed by the warranty manager. To highlight these items I sent them 37 images to go along with each problem. The response to our service request was a bit disheartening:

Good Afternoon Steven,

We are currently reviewing your recent email as well as the attached pictures. I will get back to you once I’ve had a chance to discuss these issues with my management team.

In the meantime, I would like to schedule my detailer Carlos for this Wednesday between the hours of 7:30 and 3:30 to complete all paint touch ups as well as multiple miscellaneous items.

Please let me know if he will have access.

As mentioned in my previous post, Carlos arrived early on last Wednesday. Escorted by my wife, they walked the home and pointed out items we feel should have been caught, if not corrected before close of escrow on March 17. Gone was the blue tape, replaced by green tape to denote areas that need attention. Needless to say there was quite a few pieces scattered through the house. Carlos agreed the paint was unacceptable, many walls, doors and trim either lacking a second coat of paint, but many runs and drips, as if the paint subcontractor didn’t care. Chances are they didn’t, guess I need to remember that.

Unfortunately due to the fact we had moved in a few days prior, Carlos couldn’t successfully accomplish the repair. He spoke to the warranty manager and explained the shortcomings and problems that existed. It was agreed he would come back with a crew to repair the outstanding issues before the 30 day period is over.

There has still been no further discussion on our master bathtub of the newel post at the top of the stairs. I am guessing DeNova Homes will try to slide it through as “standard” and “acceptable”, yet I feel they are making no headway if these major items continue to go unaddressed. I will give Carlos a chance to clean up a majority of the issues we reported last week. My wife will be the determining factor if the work is done to her satisfaction. Yet, if items on our list continue to fall by the wayside as we draw closer to our 30 day warranty, we will be forced to escalate our problems.

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