DeNova: Second Service Request

lincolnlogsIt’s been a challenging 11 days as a new homeowner since closing escrow with HomeStreet Bank, funny but funding has been easy. Dealing with the developer, DeNova Homes hasn’t been up to our expectations. The process started in January when considered if it was time to buy, coming off a foreclosure was rough but financially we were in a good position. A few weeks of looking through the MLS and visiting a few homes with our realtor, John Canning of Canning Dream Homes, we found Aspen by DeNova Homes, a new planned community in Oakley.

Impressed by what we initially saw, my wife and I discussed our options and decided to put a deposit down on a new home. This was exciting for both of us, but we quickly shifted that deposit to a larger model in order to have a larger backyard. The honeymoon with DeNova Homes ended before we even closed escrow. Every few days, we would stop by, talk to Kelly and Wendy and walk our home to see the progress being made. We kept hearing, “well the house isn’t done, so those problems won’t be there when you do your pre-inspection before closing. Uh huh, sure.

About a week before closing, I posted about a do over with DeNova Homes, as there were many problems still existing that would potentially delay our closing. On our inspection walk with the warranty manager, my wife blue taped MANY items in nearly every area of the home, you would think he was paint the interior blue with all sorts of problems, much of which were finishing items. Lots of paint issue, attention to detail, dirty, razor blades, nails and screws in the house, garage and yard, which posed a safety hazard. Frustration had set in.

The warranty manager had his crew come out and attempt to fix the plethora of issues my wife had tagged. Many of those blue pieces of tape were removed, some of the issues resolved, but many of our main concerns were never addressed. Major items, such as the paint, the master bathroom tub and newel post were noted on a signed form from the warranty manager as things that would be fixed. This before we even closed! To date, none of it has been resolved. After discussion with our realtor and the understanding from the developer our concerns would be addressed, we closed escrow.

In hindsight, we should of held onto our money and delayed the closing and forced DeNova Homes to resolve the outstanding problems. Unfortunately, our hands were tied with the rental company, as I had given a 30 day notice and a final day we would vacate their home.

Our current complaint list stands at 57 items, much of which are cosmetic, but does include some major items, all of which hasn’t been addressed. Yesterday a second service request was sent:

DeNova Homes,
While there has been no resolution to any of the 37 previous items in our initial service request sent 3/21/16, detailer, Carlos did stop by last Wednesday and my wife provided him a laundry list of items of outstanding items in our new DeNova Home. I believe the only issue that was partially resolved was the picking up of debris (listed 006 in my first email) from the front and backyard. We were told Carlos would return with a crew near the end of our 30 day warranty to resolve paint issues, which has me worried many of these items could fall by the wayside. We continue to see or hear no further action on the remaining items listed.
Since my first e-mail we have added 16 more items to our expanding list of unacceptable items. We have remote controls for light/fan in our great room and master bedroom that do not work. The fan does not spin, the light does not work, hasn’t since we moved in. The GFI outlet and lighting in the downstairs bathroom tripped numerous times on my wife with only a hair dryer going. I believe it’s wired incorrectly if the light is tripping. The latest issue, a leaking GE dishwasher. Every time we load and start the washer, we get a pool of water just beneath and under the dishwasher. Our concern now is the potential for black mold and real potential issues! As of last night we have unfortunately discontinued the use of our GE dishwasher until repairs are made or dishwasher is replaced.
There is still concern over the condition of the scratched touch control pad and dent from someone attempting to remove the plastic, protective coating. Not to mention the cabinets continued to rub from continued opening and closing. We are beginning to feel we own a DeNova lemon and not happy with our decision to purchase. Hopefully problems will be resolved or we will escalate our concerns.
As for the additional service items we are requesting, they are as follow (see attached zip file):
038. Upstairs bathroom door hits towel rack before door stopper
039. Medicine cabinet shelf dirty and dented
040. Medicine cabinet cracked, dented and dirty
041. Towel bar master bathroom has paint on it
042. Bathroom with another painted hole
043. Newel post damage, was never repaired to new condition (Carlos supposedly fixing this sometime)
044. Wall damage on the stairwell
045. More missing paint on the stairwell
046. Many light switch face plates covered with paint from the walls
047. Paint on the carpet, common through entire house
048. Bug smashed near the top of the ceiling in the entry way, was there when we moved in
049. Front door lock/handle white overspray, brown paint on it
050. Front door with a very poor paint job, notice streaks in door
051. Front door windows, lacking any quality control
052. More dangerous debris in control, most of which removed before we had our child or animals injured
053. Hanging kitchen light dented, still not replaced
 054. Fan/light in the living room doesn’t work
055. Fan/light master bedroom doesn’t work
056. GE dishwasher leaking water at the base of unit
057. GFI outlet possibly wired incorrectly, as light and outlet trip with hair dryer was in use.
There are no images for items 54, 55, 56 and 57. The list continues to grow and even with Carlos and a crew coming back (no date I am aware of), owning this home is really beginning to feel like it was a mistake closing escrow before our problems were addressed because it appears as if the home was rushed in order to get us in and get our money. I understand sub contractors are at fault, but the reputation of DeNova Homes continues to plummet.. Maybe this is an “isolated” case but we can’t be the only new owners who have experienced this lack of quality in their new home. Hopefully there will be some resolution to all the issues we continue to face before the 30 day warranty period.
As of Monday morning we have not received any response from DeNova Homes. As per their earlier communication, our service requests were being forwarded to the warranty manager. We have 20 days until the 30 day warranty window closes, hopefully we see a positive response real soon.
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4 Comments

  1. Oh my. You have a mess. You might want to get the media involved. They don’t like bad press. We have a TV station in the area that does live reports on these kinds of things to try and help people. It’s called “8 On Your Side” and they do a great job.

    • It’s getting very close to pull out something like that. We are very upset and frustrated at what we have seen that are safety concerns.

  2. And if you reported these problems within the 30 days they should surely be covered. It’s not your fault they don’t get to them.

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