[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] 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.

[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]

Originally Posted by 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.

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]

Originally Posted by 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.

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]

Originally Posted by 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.

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]

Originally Posted by Muncle

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.