Complementary Carpet Cleaning

On June 17 I made the decision to email Dave Sanson, President of DeNova Homes, the developer behind the “lemon” we purchased in the new Emerson Ranch site, out in Oakley. To this point, we have been unhappy with the lack of attention to the DeNova Homes problems that have plagued ous since BEFORE we closed escrow. We kept hearing, “we will take care of it” or “the house isn’t done yet” or the best one, “it’s just aesthetics.” Funny, but nearly 120 days later, the house STILL isn’t fixed to an acceptable level, makes me wish we would have delayed the purchase if we knew we were going to experience so many post-purchase problems.. Consider it a hard lesson, learned.

While at the car wash last week I pulled up my email and was surprised to see a response from Lori Sanson, Executive Vice President of DeNova Homes. The letter read:

Dear Mr. Toumi and Ms. Davis,

Your email below was forwarded to me yesterday and I do wish to apologize for the delay in response as Dave had been out of town.

First, I want you to know how much we appreciate you taking the time to send your email.  You are absolutely correct that our mission includes a commitment to quality and integrity, and customer satisfaction is of utmost importance to us.  We work very hard to insure that our homeowners receive all pertinent information, that questions are answered and realistic expectations set before they go into contract and throughout the escrow period.

I have reviewed your file and do know that at the time of your purchase there were two different temporary sales people assisting Kelly; they would not and should not have answered detailed questions but certainly should have referred your questions to Kelly rather than just saying “I don’t know”.   Our brochure clearly states window coverings are an optional feature and the fact that sealing of grout is something a homeowner would do after move in is discussed in design center paperwork so these certainly are questions with readily available answers.  We apologize if you did not get these answers quickly from our staff.

I had a meeting today with our operations and warranty team and understand that your initial requests have been completed, but we have not been able to confirm scheduling with you to address your most recent concerns.  Please do understand, all homes are constructed with thousands of natural and manufactured materials by human hands, and therefore it is impossible for any home to be “perfect”, but I assure you we are here to take care of warranted items that may come up within your home.  Our team will be reaching out again and looks forward to scheduling with you as soon as you are available so that the items on your most current warranty request can be reviewed.

Finally, I would like to apologize if anyone on our team actually made the statement about not buying a custom home as that is not messaging we would ever endorse.  We treat every home we build, custom, production or otherwise, with the same attention and quality control.  I understand you are not pleased with some of the manufactured materials selected in your home, such as the master bath surround, but hope you understand that does not speak to the overall quality of the home.  We sincerely regret that your experience to date has not been positive and hope we can work together to find you happy and enjoying your home. I understand you are still in the process of getting settled, but once you are, we would be pleased to provide you with a complimentary carpet cleaning which Kevin stated you inquired about.  Again, thank you for taking the time to reach out.

Lori Sanson
Executive Vice President
DeNova Homes, Inc.

My wife didn’t want to hear the response, as it was further upset and disappoint her further. If DeNova believe a “complementary carpet cleaning” is going to suffice, in an attempt to remedy the situation, they are strongly mistaken. We don’t need or require a carpet cleaning, as that won’t fix discolored carpet from a DeNova employee attempting to remove paint. It’s been like that since the first service request in May! That was just one of some 63 issues we have recorded and reported in less than 120 days.

While we weren’t looking for “perfect” in a new home, we had expectations that were not met by DeNova Homes during the sale. I believe many homeowners in our position would feel the same and expect many of the problems to be resolved. Yet it doesn’t appear DeNova is really committed to the customer the way we continue to circle back on existing issue.

bathtub_02I continue to point to our master bathtub as a representation of the entire house, to which she I am told, “I understand you are not pleased with some of the manufactured materials selected in your home, such as the master bath surround, but hope you understand that does not speak to the overall quality of the home.” Since it was our decision not to upgrade the engineered stone, we must accept the fact DeNova wont’ replace it, but what I am not happy with it the lack of quality and workmanship, which even to the untrained eye looks like shit! I don’t believe she has seen images of just how poor the bathtub walls look. This image was taken on February 6, a month before we were to close on Aspen-216. We were told it would be addressed before the sale was final.

bathtub_03My initial complaint was not seeing a model with “standard” options. Now I know why, people wouldn’t buy if they didn’t see a home with $200,000 in upgrades. The bathroom is a prime example, if I would have seen just how bad the master bathroom looked with engineered stone, I would have overpaid for tile. That didn’t happen. To repair the chip in the bathtub wall, it appears the chip was cut and sanded but based on the image, its still very poor work. Not sure, but I don’t think I would be the only one complaining about the quality of the work. The repair is unacceptable! The cuts aren’t even straight, not to mention an unsightly seam! I understand, “it is impossible for any home to be perfect” but this doesn’t come close to meeting our expectations.

bathtub_04To make matters worse the walls no longer match up, as the side wall with the chip is now shorter than and this was an acceptable fix? My point has been unchanged since before the close of escrow, there is no quality in the workmanship for the bathtub. I am not looking for “perfect” but something that resembles the quality she speaks of in her email. As for integrity, I believe her response is based on my emails, not the images I have sent in the past, but it’s hard to believe anyone; homeowner or developer would consider this acceptable work.

At this point nothing has been resolved, the last service request date we had was June 29, but DeNova Homes was a no-show. Yet it’s probably my responsibility to get back to them. At this point, I am sure they will continue to drag this dog and pony show out, I will get bored and forget about the problems in our new home. Not happening, next up a You Tube video showing all the problems in our home, which will be sent with an email to 7 On Your Side.