Home Warranty

[renielarson]

I am sure there is another thread regarding this topic...nevertheless, here I go

I called the Home Warranty Department to come check my siding. I live south of 466 in Liberty Park. A four man crew worked 3 hours to fix my siding problems of nails being too far apart and nails only being anchored in half way. They also told me that the exterior electrical receptacles were not always up to code (I have no idea why) but they checked and fixed those also.

In the process, they found that the fixed part of my doorwall leading to my patio had not been anchored into the casing. It was gapping. Another call to Home Warranty fixed that problem....but in their words...only out of the "goodness of their heart." I silently laughed at that comment but said nothing since they were willing to fix it. The building installers had neglected to install brackets to hold the doorwall window in place...arrrgh! However, not having a latch to secure and lock the sliding screen could not be fixed. I was told the latch that attached to the casing was plastic and broke so they decided to eliminate it.

Now, I'm wondering...should I push for a completely new doorwall with all parts working? Does not having a sliding screen latch/lock compromise my security?

[barb1191]

Bright

You are fortunate to find these problems while in warranty. I'd say go for it and get it all behind you and fixed before your warranty runs out....b

[JohnN]

while I don't really perceive a screen door lock as much security,

a deal is a deal, and you've the right to get it done correctly just so you can sleep at night

I'd have 'em do it

[Floridagal]

I would have them do it. You are entitled to it, plus a lock is still some form of security.

[Muncle]

BS,
The problem is that your house is no longer under warranty. That expired in '06 or '07, a year after it was sold. I hate to admit it, but the primary reason the developer is addressing the siding issues is the negative publicity they've gotten from the POA's year-long+ drive. Can't say for sure, but it seems the developer has agreed to fix the siding problems without formally accepting responsibility for the shoddy work. Smart move on his part.

However, the other items you mentioned should have been addressed in your 1 year warranty punch list. The non-siding work you had done was, in fact, performed "only out of the "goodness of their heart."" Except for some structural items and a couple other things which I cannot now enumerate, most everything in the house is under a one year warranty. I didn't do it because I'm lazy and tend to accept less that I should, but now I'd advise all new homeowners to hire a quality home inspector to prepare an exhaustive check list of items to submit to the warranty office at about 11 months. It'd cost a couple hundred, but a good inspector should catch your faulty sliding door and all.

I will absolutely deny having made any comment about the POA that could be construed as complimentary.

[renielarson]

We didn't hire an inspector either, Muncle.

Next house we will.

[Sidney Lanier]

We had a truly negative experience with the Warranty Dept, with several other departments and individuals involved, concerning what I would hope is a rare and unique problem (about which I'll post in detail at some point...). Your issue sounds like one that goes back to the construction of the house, which makes it similar to ours, rather than something that cropped up along the way after the warranty period had finished.

While it's true that except for the siding issue (which we also had checked and the Warranty Dept inspector fixed the minor problems in minutes), which as was already posted their responsiveness to which may have resulted from negative publicity, the home warranty is one year--period! You will not believe our story when we do post it (IMHO...). My gut feeling is for you to pursue it, even if nothing comes of it, if for no other reason than for you to post your experience and have not just residents but potential buyers to be aware of such issues....

[JohnN]

Sidney,
Looking forward to your story, please share it soon.

brightspot, my first post about "go for it", I didn't realize you were out-of-warranty, now I'm unsure of how much success you'll have with TV warranty.

My impression of TV is that they have their set rules and regulations, and they'll live up to them contractually, but don't expect more. I think the siding was a rare exception.

[barb1191]

Sidney,
My impression of TV is that they have their set rules and regulations, and they'll live up to them contractually, but don't expect more. I think the siding was a rare exception.


Not sure there, JohnN. As I have professed here a number of times my support of the POA. I do believe that the developer quite possibly will come through over and above the R & Rs. As I recall (this is strictly hearsay, Muncle; have no documentation to confirm so) when we were hit with the tornado that the developer had his crews working strictly on damage control for the people. Nice gesture; although one would no doubt feel, well it should be.

That thought came to mind upon reading your commentary "but don't expect more." Have to give credit where credit is due, yes?

barb

[JohnN]

barb, I will give them credit in that emergency.

My point was "don't expect more". I'm new to TV and I've had an instance or two where I asked something fairly simple, and it seems a big deal to get any activity.

[bestmickey]

barb, I will give them credit in that emergency.

My point was "don't expect more". I'm new to TV and I've had an instance or two where I asked something fairly simple, and it seems a big deal to get any activity.


Would you be willing to share what your experiences are? If not here for all to see, send them to me?

[downeaster]

barb1191,

You said " I recall (this is strictly hearsay, Muncle; have no documentation to confirm so) when we were hit with the tornado that the developer had his crews working strictly on damage control for the people. Nice gesture; although one would no doubt feel, well it should be."

I don't mean to put the Developer down but my guess is that most of the "damage control" was covered by the homeowners' insurance. It was in everyones best interest to get cleaned up pronto.

I also believe a lot of the damaged homes were inventory.

I moved here nearly 7 years ago and I can say the Warranty Department was doing a very nice job. Prompt, efficient, polite. They would contact the sub contractor, sub contractor would contact me and an appointment would be made. Sub would be on time and problem would be speedily resolved.

DC

[billy2fish]

:cop:

[billy2fish]

Great just lost everything I wrote by adding the cops head. GRRR. It was too long anyway.In short we are buying before the end of the year and we will hire a good home inspector,can anyone recommend a good one. Maybe this would be a good opportunity for someone who lives in TV to make some side money.

[JohnN]

billy, here's a thread with home inspectors..

https://www.talkofthevillages.com/smf/index.php/topic,3295.0.html

[twynsmom]

I can say the Warranty Department was doing a very nice job. Prompt, efficient, polite. They would contact the sub contractor, sub contractor would contact me and an appointment would be made. Sub would be on time and problem would be speedily resolved.

DC

[/quote] :agree: as has been our experience with them as well.

[graciegirl]

I am hoping that if anything goes wrong under our warranty that it will go as smoothly as our walk through with the builder. The three minor things that had to fixed were fixed in a few minutes, while he was still on site. We have built homes four times and bought new three times. And nothing even came close to the experience in TV.

[Pebbles]

My DH and I just stopped at the Warranty Department on 466A this afternoon. We closed on our home in February and having a problem with water collecting behind our home after rain. We spoke to Angela who was sitting at the desk as we entered. We showed her pictures we had taken after one of our storms, and she said "Is the water there more than 48 hours?". We told her no, that it goes down gradually, but the ground is soaked where we can't walk on it. She was very nasty, told us "too bad, we won't do anything unless it sits for 48 hours". We have water up to our foundation after a thunderstorm, can you imagine what will happen if we get rain from a hurricane. Should this water be a concern? Should we keep pursuing this matter? Because of all the recent rain, our ground behind the house is like a sponge. I am going to try to insert two pictures.
http://i346.photobucket.com/albums/p428/didpmd2137/Riverbehindourhousewheneveritrainsc.jpg

http://i346.photobucket.com/albums/p428/didpmd2137/Raincollectinginbackofourhouseaf-1.jpg

[bestmickey]

They won't do anything about it unless the water sits for 48 hours? Not acceptable! After all, FL typically has thunderstorms (most) every afternoon in the summer months. So, what was she saying? You just won't be able to use your yard for the entire summer?

If this was my back yard, I'd be fighting to get this fixed. I'd go higher within the chain of command with "Management". If that didn't work, I'd be speaking to a lawyer...soon...before I got too near the warranty ending. After I spoke with my lawyer, I'd also contact the POA.

[Mikitv]

You might want to consider flood insurance. Send the pictures to another paper.

[Pebbles]

Thanks for your replies bestmickey and mikark. My husband and I felt defeated after we left the Warranty Department. The woman at the desk, Angela, was extremely condescending. My husband and I walked up to the desk to speak to Angela and show her our pictures. We explained that we are having a problem with water collecting after we have storms and it is leaving the ground soaked, that we are unable to walk in our back area. The water does eventually soak into the ground, but we have a mess after each storm. She asked if the water is sitting for more than 48 hours, we said we had no way of knowing since it has been raining everyday, but the water does evaporate and soak into the ground. She then said, "I don't have to look at your pictures, you don't have a problem". Well, it is a problem, after each storm the water is up to our home and our air conditioner is surrounded by water. We are worried about what will happen if we have a hurricane, since this pooling of the water right now is only after a thunderstorm.

Other people mention that the warranty department is extremely helpful. Unfortunately today my husband and I came away feeling otherwise and have no idea where we go now. How do we find the higher chain of command? Is there any other people we could speak to.

Thanks for your suggestions. We certainly didn't expect to be treated like we were by TV's warranty department.

[mac9]

We bought our house in Sabal Chase 2 years ago and had the same problem. We were told the same thing about the 48 hours which obviously was unacceptalbe to us also. The four neightbors got together and we all continued to complain and kept going further up the chain of command. The end result is that they came and redug the area and added a drain so that there is now little pooling, if any. Be adamant that No is not an acceptable answer. You're right. During some of the really bad rains it may come up and onto your lanai.

[Niels]

Thanks for your replies bestmickey and mikark. My husband and I felt defeated after we left the Warranty Department. The woman at the desk, Angela, was extremely condescending. My husband and I walked up to the desk to speak to Angela and show her our pictures. We explained that we are having a problem with water collecting after we have storms and it is leaving the ground soaked, that we are unable to walk in our back area. The water does eventually soak into the ground, but we have a mess after each storm. She asked if the water is sitting for more than 48 hours, we said we had no way of knowing since it has been raining everyday, but the water does evaporate and soak into the ground. She then said, "I don't have to look at your pictures, you don't have a problem". Well, it is a problem, after each storm the water is up to our home and our air conditioner is surrounded by water. We are worried about what will happen if we have a hurricane, since this pooling of the water right now is only after a thunderstorm.

Other people mention that the warranty department is extremely helpful. Unfortunately today my husband and I came away feeling otherwise and have no idea where we go now. How do we find the higher chain of command? Is there any other people we could speak to.

Thanks for your suggestions. We certainly didn't expect to be treated like we were by TV's warranty department.


I would suggest you file a written complaint since it always helps to have complaints in writing.

Since I don't live at TV, I don't know what the procedure is for dealing with the warranty department but I would find out if there is an appeal procedure for claim denials. Maybe someone on this board can answer that question. If you don't get quick action on your complaint, I would start maintaining a diary of what steps you took to resolve the problem as well as keeping a record of what dates your lawn was flooded. I would also make sure to exhaust all internal remedies, including writing to the developer himself, before I spoke with a lawyer. Besdies possibly saving yourself the expense of hiring a lawyer, the legal process is slow to resolve issues and one of the first questions that is asked is did you pursue all internal remedies.

Good luck. Let us know how you make out.

[Muncle]

Pebbles,
I'm one of those who has had no significant bad experiences with the Home Warranty office other than a garage door situation that still ticks me off three years later. All in all, it was a minor issue compared to the otherwise good service I experienced. HOWEVER --

You have two issues that you really don't deserve to tolerate. First the water problem. 48 hours or not, water gathering at the base of your walls is a threat to the stability to your house. Your home is not built on stilts. It was not designed to withstand incoming tides. From Mac9's comments, someone in the Warranty office eventually realized this and addressed the situation in his neighborhood. The office needs to at least review your situation to determine if the same problems exist.

The other problem is the treatment you received at the office. It's quite possible that "the woman at the desk" was unaware of Mac9's situation and it's resolution and may not be overly familiar with the water issue. She may have been responding from a checklist, kinda like, "water collecting in the yard -- lasts less than 48 hours -- no problem." It's possible that she doesn't know or recognize any difference between a puddle in the middle of the yard and the foundation being under water. We can forgive Angela's ignorance. No one knows everything about everything. She's entitled to be stupid. But she is not entitled to be rude and condescending. For all practical purposes, she works for you. You pay her salary. You deserve respect, not disdain. Her job and her attitude should be determining how she can help you solve your problem, not how she can deny responsibility.

Now I can give some unsolicited advice. Start with Angela's boss and try to get someone to take a fresh look at your problem. Cite Mac9's situation and the Warranty Department's eventual solution to this almost identical case. If Angela's boss won't help, keep going up the chain. A possible shortcut is to contact Mac9 and find out who he eventually got to agree to help and go directly to that person. And also point out the miserable customer service you have received to that point. Angela may have been having a bad day -- maybe her Grandma got run over by a milk truck -- but that's not your problem.

Good luck.

[graciegirl]

Pebbles,
I'm one of those who has had no significant bad experiences with the Home Warranty office other than a garage door situation that still ticks me off three years later. All in all, it was a minor issue compared to the otherwise good service I experienced. HOWEVER --

You have two issues that you really don't deserve to tolerate. First the water problem. 48 hours or not, water gathering at the base of your walls is a threat to the stability to your house. Your home is not built on stilts. It was not designed to withstand incoming tides. From Mac9's comments, someone in the Warranty office eventually realized this and addressed the situation in his neighborhood. The office needs to at least review your situation to determine if the same problems exist.

The other problem is the treatment you received at the office. It's quite possible that "the woman at the desk" was unaware of Mac9's situation and it's resolution and may not be overly familiar with the water issue. She may have been responding from a checklist, kinda like, "water collecting in the yard -- lasts less than 48 hours -- no problem." It's possible that she doesn't know or recognize any difference between a puddle in the middle of the yard and the foundation being under water. We can forgive Angela's ignorance. No one knows everything about everything. She's entitled to be stupid. But she is not entitled to be rude and condescending. For all practical purposes, she works for you. You pay her salary. You deserve respect, not disdain. Her job and her attitude should be determining how she can help you solve your problem, not how she can deny responsibility.

Now I can give some unsolicited advice. Start with Angela's boss and try to get someone to take a fresh look at your problem. Cite Mac9's situation and the Warranty Department's eventual solution to this almost identical case. If Angela's boss won't help, keep going up the chain. A possible shortcut is to contact Mac9 and find out who he eventually got to agree to help and go directly to that person. And also point out the miserable customer service you have received to that point. Angela may have been having a bad day -- maybe her Grandma got run over by a milk truck -- but that's not your problem.

Good luck.

:agree: :agree:

Excellent advice Muncle.

My husband when faced with a situation like this just keeps calmly repeating " I understand that. May I speak to your supervisor?". (To the point where I find it embarassing. It almost always works)

It appears to me that this Angela is not a good person to have in this job and someone over her head needs to know it. I think I will copy this thread and send it on to our wonderful rep Jim McLauglin. Worth a try.

[Pebbles]

Thank you again to everyone for your much appreciated advice and help.

My husband called the warranty department again this morning. Angela answered the phone, but my husband said he wanted to speak to a supervisor. Angela said no one was available to talk to us, but my husband insisted that he wanted to talk to a supervisor so Angela said she would have someone call us back shortly.

Just before noon a gentleman named Chris stopped by our home. Without looking at our yard he also stated that the water wasn't a problem if it was gone within forty eight hours. He then walked to the back of our home and after one look said that we do have a problem! That is what we have been trying to say all along. Chris said that we have a gully that is collecting the water and causing it not to drain properly. He also thinks that we need to have the pipes below ground checked. A supervisor will be at our home on Monday or Tuesday to begin taking care of the situation.

Wish us luck everybody and thank you again for letting my husband and I know that we should not accept the first answer about water setting for over forty eight hours. We will still keep records and write everything down until this issue is resolved and will let you know what happens. Maybe in the future we will be able to take a picture of our backyard without a river running through it after a storm.

This is the first time we had to deal with the warranty department, and it was not a good first impression, hopefully that will change if they are able to help us with the drainage problem.

Thanks everyone.

[pm10]

Hey, Graciegirl, Jim is our Rep, too!!! He's great! Sorry :cop:


Marcia

[Muncle]

Thank you again to everyone for your much appreciated advice and help.

My husband called the warranty department again this morning. Angela answered the phone, but my husband said he wanted to speak to a supervisor. Angela said no one was available to talk to us, but my husband insisted that he wanted to talk to a supervisor so Angela said she would have someone call us back shortly.

Just before noon a gentleman named Chris stopped by our home. Without looking at our yard he also stated that the water wasn't a problem if it was gone within forty eight hours. He then walked to the back of our home and after one look said that we do have a problem! That is what we have been trying to say all along. Chris said that we have a gully that is collecting the water and causing it not to drain properly. He also thinks that we need to have the pipes below ground checked. A supervisor will be at our home on Monday or Tuesday to begin taking care of the situation.

Wish us luck everybody and thank you again for letting my husband and I know that we should not accept the first answer about water setting for over forty eight hours. We will still keep records and write everything down until this issue is resolved and will let you know what happens. Maybe in the future we will be able to take a picture of our backyard without a river running through it after a storm.

This is the first time we had to deal with the warranty department, and it was not a good first impression, hopefully that will change if they are able to help us with the drainage problem.

Thanks everyone.

Congrats on getting some resolution. I hope it all works out for the best. If the Chris you dealt with is Chris Andre, I've thought his a really good guy. He was the foreman who built my house and was quite helpful when I moved in. Then I understand he went to work for Home Warranty and was honchoing the siding rehab they've done in the last several month. Seems like a good guy who tries to do a good job.

Aside -- are you planning any type of "Burn Angela in Effigy" party? Could be fun.

[JohnN]

Pebbles, I'm pleased to hear they came and will take some action.
That's great...

pm10.. "Jim is your rep".. what kind of rep, I didn't quite understand, but I wonder who my rep is??

[Pebbles]

Congrats on getting some resolution. I hope it all works out for the best. If the Chris you dealt with is Chris Andre, I've thought his a really good guy. He was the foreman who built my house and was quite helpful when I moved in. Then I understand he went to work for Home Warranty and was honchoing the siding rehab they've done in the last several month. Seems like a good guy who tries to do a good job.

Aside -- are you planning any type of "Burn Angela in Effigy" party? Could be fun.




040 040 040

Great thought Muncie! Thank you for giving us our laugh of the day! We needed that!


By the way, my husband was very impressed with Chris. We do hope it is the same person. Once Chris saw our backyard, he totally agreed that we had a problem that needed to be resolved.

[pm10]

John, Jim was the sales rep that we worked with to find our house in TV.

[renielarson]

:clap2: Pebbles

You went beyond the forum and took action and were persistant. Congratulations on being on the road to having your problem fixed.

I applaud you for posting your concerns, considering the advice and recommendations from posters, and proactively confronting the Warranty Department and Angela again and NOT taking NO for an answer!

Great job and good luck!

[Pebbles]

:clap2: Pebbles

You went beyond the forum and took action and were persistant. Congratulations on being on the road to having your problem fixed.

I applaud you for posting your concerns, considering the advice and recommendations from posters, and proactively confronting the Warranty Department and Angela again and NOT taking NO for an answer!

Great job and good luck!






Thank you so much Brightspot for your kind words and pat on the back. :) We will keep you posted on the outcome.

[mac9]

Pebbles, I am so happy that you are at least starting to resolve the problem and that I was able to give you some advice. I really have had no other problems with Warranty, but have learned over the years to keep asking for a supervisor when I don't get an appropriate response. I also learned that in TV it's always good to give your builder a call and let him/her intervene for you which is what we finally had to do along with the support of our neighbors.
Oh, and Muncle, I am not a he, just a persistent female who insists on being taken seriously when it comes to something mechanical!
Hope to meet everyone on the 18th!

[Muncle]

Oh, and Muncle, I am not a he, just a persistent female who insists on being taken seriously when it comes to something mechanical!
Hope to meet everyone on the 18th!


Sorry Mac. Absolutely no slight intended. And I certainly have no doubts about the abilities of females in dealing with anything.

[billy2fish]

bump. John thanks for the info I will follow it through when we buy. ;D

[Pebbles]

I promised an update on our problem with flooding after a storm in the back of our home. Today the landscapers came and worked on our problem. They dug up the yard and added a drain across the back. Hopefully we will no longer have a problem. Unfortunately we will have to wait until we have a storm before we will know if the problem has been solved.

It did take awhile to get this taken care of, but at least the warranty department finally came through.

Thank you everyone for your help!