Commitment to Quality and Integrity

qaJust because you haven’t see the #denovahomes or #dontbuydenova, let that not lull you into believing all is well and good at DeNova Homes Emerson Ranch out in Oakley. We are still very frustrated and disappointed with DeNova and their “commitment to quality and integrity” as their mission statement claims, falsely. Every day seems to bring another new problem, albeit some minor, but a problem is a problem and needs to addressed. So my thinking goes, DeNova seems to believe otherwise. We have had DeNova workers and contractors shuffling in and out to repair or replace items on our punch list, a list that has decreased in size, but still has outstanding issues, yet unresolved.

To date, now 90 days since closing on our new home I have sent 5 service requests, totaling 89 unacceptable items that we feel need to be addressed. These are all items that fall under “quality control,” which seems there was a lack of between final construction and our purchase of them home. The question now becomes, what do we, as new homeowners do? I have spoke to a few other owners on our street, some who have similar issues and a difficult time getting a hold of the warranty manager to take care of them. I have also received feedback on this site from others who feel the way we do. It seems there is underlying theme when it comes to “quality and integrity,” neither of which DeNova Homes seems to have.

I have taken it upon myself to compose an e-mail to Dave Sanson, owner of DeNova Homes to see what, if any, response we will get. Maybe I am overstepping a few individuals on the management team, but 60 days has expired since our purchase and maybe, sometime in the near future we might actually get to enjoy our home. All we want to see happen is have our problems resolved, at no cost to us. Nearly everything on our punch list are items that should never have made that list if our home were built with “quality and integrity.”

Aside from using #denovahomes and #dontbuydenova on anything I post on social media, I just want to warn other potential homeowners of just what we have gone through. Maybe we are the minority. Maybe the house is just a damn lemon. Regardless, bringing attention to potential issues could possible save another potential buyer to think twice before committing to DeNova Homes. Here’s a copy of the letter I sent to the CEO of DeNova Homes.

Mr. Sanson,
 
Your mission reads, “respected builder” and “commitment to quality and integrity” but it took less than 30 days after purchasing our DeNova home to regret our decision, as we have been faced with disappointment, frustration and anger since since closing on Aspen-216, March 17, located in Oakley. City Manager and college friend, Bryan Montgomery provided your email and suggested I contact you regarding our DeNova Homes buying experience.
 
Initially I was highly impressed when my wife told me she was considering a new home located at Emerson Ranch, the thought never crossed my mind to purchase new. The sales people were warm, welcoming and friendly, allowing us to view the models and answer all our questions. Viewing the models excited us with the prospect of getting in to an all new development during the early phase. We decided to write a $5000 check to hold an unfinished model. That’s where the excitement ended.
 
Problems began prior to the sale, after DeNova Homes got our commitment to buy and deposit check, as the sales people were not completely clear on what was included with the purchase, from window treatments to sealed grout. One of the sales people even said, “I’ve only been here 2 weeks, I don’t know the answer to that.” Some questions went unanswered, others were referred to the construction superintendent who’s response was, “don’t worry about it.” We were continuously reminded, as we walked through the different stages of construction that the home was not complete yet. Unfortunately, when it was completed the finishing was nothing short of unacceptable!
 
As of June 16, I have sent 5 service requests, my wife and I dealing with Warranty Manager, Kevin Maloney, who hasn’t been the most responsive individual when it comes to resolving our problems in a timely fashion. The first 4 service requests sent to DeNova listed 63 items! It was nearly 6 weeks later until a DeNova representative and crew arrived to work on our list. Nearly all the items on our list were finishing work, but what made it worse was the lack of quality in the craftsmanship in our new home. One needs to look no further than our master bathroom tub, as it represents the lack of quality through out the entire house. It became obvious the “quality and integrity” was not what we purchased. We were even told by DeNova, “you did not purchase a custom home.” Talk about demoralizing and frustrating when you spend $484,500 only to realize your problems aren’t going to be resolved.
 
I wish I could say I look forward to coming home after a day of work, but honestly the only thing I look forward to, is when we see a ‘SOLD’ sign in the front of this house. I guess we set our expectations too high and to this point they have not been met. We love Oakley, but don’t love the problems, frustration and disappointment we continue to face with DeNova Homes. Never again will I set foot in a DeNova Homes property or consider purchasing another new home. After our experience, I have nothing positive to say about what we have gone through and will let others know not to consider DeNova Homes, as they care about making the sale and not making a happy homeowner.
Please feel free to contact me regarding our problems and experience.
 
 
Stephen Toumi & Christal Davis
Homeowners, Aspen-216

 

I have no expectations at this point, I just want to vent my disappointment, frustration and anger and thankfully, this being America I can do that, even if it’s to the CEO of the company. Time will tell if we get a reply, to this letter or our 5th service request we submitted. Just remember, if you are considering purchasing a DeNova Homes property, please heed the #dontbuydenova and consider looking elsewhere.
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