This is the week my wife and I have been waiting on since prior to closing escrow our new DeNova home. If you have following along, things haven’t gone well after writing our deposit checks and selecting our upgrades at their design center. Our initial walk through with the warranty manager was less than acceptable, which required a second walk through a week later, the result was still less than satisfactory. Many items on our punch list were not addressed or corrected and still more required repairs.
What we should have done suspended closing escrow and forced the hand of DeNova, but we were in a bind because of our move out date at the home we were renting. Begrudgingly, we signed the closing documents after talking it over with our realtor. We had a copy of the initial walk through signed by the warranty manager, which would allow some leverage to get something done.
Since closing I have sent 4 emails (read #1, read #2) requesting service, detailing all the current issues with accompanying images to show the flaws, unsatisfactory work and problems we want addressed. Their detailer did stop by however after a walk through with my wife, he felt the job was too big and would require a crew to fix the list of issues.
I feel everything I have wrote about DeNova is fair, even going as far to hashtag #denovahomes and #dontbuydenova. Some might consider me boarding crazy, but as of today, 38 days later only 2 out of 63 items have been addressed. Not sure how ANY company sees that as good customer service. Their canned responses on Twitter, their seemingly “don’t care” attitude speaks volumes. However, I am willing to give them one more chance to make right, which comes this week as the outstanding issues will be addressed.
Since that time my wife and I have spoke to some of neighbor, who, like us have recently moved in. Javier, across the street has some of the same issues we face, to date nothing has been accomplished by the warranty manager. In fact, he hasn’t been very easy to get a hold of, so the story goes. Next to us, Nate, met him last month and talked to him again on Sunday, inquiring about their walk through.
Like us and Javier, he hasn’t been impressed with DeNova Homes to date. The walk through yielded quite a bit of blue tape and some of the similar problems, such as fans and switches not working. He went as far to call DeNova and speak to some female manager, who drove out in her uber expensive Mercedes, but obviously didn’t know the details to his loan or closing information. It seems this is becoming a standard and poor practice as witnessed now by three separate families living within earshot of each other.
As I am reminded by my realtor, I must give DeNova a chance to fix the problems and have remained rather quiet. Still we continue to see more problems. There is some question as to the proper appliances in our kitchen. The range seems to be an updated piece, but the microwave and dishwasher are entry level pieces. This was brought forward by the warranty manager to my wife. None of the tile on the floors or our kitchen back splash were sealed. Huh? $5200 back splash and they can’t seal the grout? Did we not spend enough on it? Or like our list of discrepancies, it was missed.
To be honest I am not sure what it will take, to make me a happy homeowner. As of now, we haven’t enjoyed our home, it’s been a scene out of The Money Pit, with every day a nice item for our list. DeNova’s website talks about “quality and integrity” and even CEO, Dave Sanson is committed “to providing complete customer satisfaction.” Guess he hasn’t read my response on the DeNova Welcome Survey. Needless to say, it was not positive, nor was there anything I saw that represented “quality” or “integrity” and as a customer I am not satisfied…yet.
We are not asking for compensation or the moon. We are simply asking to fix our home, as it should have been prior to moving in. A punch list with 63 items tells me their quality control sucks! Nate echoed this sentiment to me as well during his walk through. We are well aware, as we were told by a DeNova representative, “you didn’t purchase a custom home.” Hopefully something positives comes out of this debacle by Friday. Not sure what a crazed homeowner will do when pushed to his limits.