The subject of this formal communication is to address numerous issues regarding the property located in Saddlebrooke Ranch. Our reference point is the experience we had on the purchase of our first home in Saddleback Ranch. In our first home issues were few and regardless of the magnitude, they were handled professionally and in a timely manner. Our experience on this purchase is a severe disappointment on the quality of construction, working with customer service and the resulting resolutions of problems. At contract signing we voiced our concerns to Matt on how the construction quality of a Robson house had deteriorated significantly. Experiences of multiple recent new owners and the general trashy conditions in and around the job sites question the wisdom of buying again in this community. Matt assured us that he was correcting the numerous concerns and we would again have a positive experience. This was so far from the truth. The only thing anyone cares about is how many houses they can close each month - no concern of the quality of work or for the buyers happiness. During construction, the outdoor fireplace height was initially a huge impasse. Finally, Robson saw the error of their ways and our fireplace mantle was lowered, fireproof materials installed and is now the reference design on further construction. Although, the stucco and paint of the fireplace looks worse than any rehabbed home. At our inspection prior to closing on May 18th the house was a disaster. This house frankly was in disrepair. It looked like a house that should be rebuilt before putting it up for sale. Customer service took their notes and gave the standard "we can take care of that". John Reed started to center the light on the front of the house that was not centered and left it with the wires open. We had to pay the appraiser two additional fees and get into heated discussion for John to complete this task so we could get appraiser approval. On May 25th we closed and go to house for an after closing walk through to find nothing else on the list had been done except for a painter came in to touch up trim with a spray gun - almost ruined an entire house of tile with overspray on a textured tile service. We went up to the sales office to get our keys and voiced our extreme disappointment. The only way we got this off dead center was our salesman visited the house and was shocked to see the condition that it was in. He contacted Chuck and he joined us. He agreed that trim/paint/floors had to be redone. This process nearly took 3 weeks out of our life. Customer service no follow up, no updates on numerous other issues. Chuck took care of getting tile cleaned up, replaced the refrigerator for us, which had scratches on the handles and it looked used as the shelves were dirty with some green leafy substance in the bottom of the freezer. The walls were repainted (excluding closets) and the floor trim was sanded and repainted but they were so bad that they still look worse than any rehabbed or flipped home remodel. Two different representatives from the countertop company inspected the bathroom countertops. The last representative agreed that there were numerous areas where the top gloss coat was never applied and touching up would be nearly impossible . Back splashes were haphazardly installed. The last representative agreed that ALL the backsplashes were to be replaced. In the discussion their representative told us that each job was in essence a custom job. I then questioned him on how he could possibly guarantee that the replacement pieces would match the sink tops since they are custom job runs. He agreed with my logic and he said he would get with his people and arrange a time to replace the entire assembly. Today we hear from Marc at customer service said that the countertop folks are going to come in and try to apply the gloss coat on the bare areas. I have a very hard time accepting that a ultra-high gloss coat could be patched on and look like a quality master bath in a new Robson house. I did not buy a house that looks like it was made from the odds and ends section of a big box store. If we allow the patch job to take place and we can see the patches, the only recourse is to rip it all out and start with fresh material. You will not pacify us. Can you guarantee after repairs, these surfaces will be the same as new material properly manufactured? We paid top dollar for this NEW home and we expect quality components installed professionally. We got neither in the bathrooms. Start fresh with a new countertop assembly, customer is happy, supplier saves manhours. I truly feel like Robson's first concern is to keep their subs happy and pacify their customers. Guess that has to be the plan when volume rules. Quality and happy owners are a distant second. There are many homeowners who have similar or worse experiences. Below is a timeframe showing the lack of "Customer Care": 5-18 - Pre-closing walk through. 5/25 - Closing 5/30 thru 6/2 - Chuck had paint cleaned off tile. 6-13 thru 6-17 - Chuck had walls repainted and floor trim sanded and repainted. 6-14 - Marc called to schedule 30-day walk thru. I asked him why he had not followed up on any of the other repairs. He commented "oh, hasn't John done that". John was notified of every mistake during construction and NEVER had any repaired. What is "Customer Service" for if they do not follow up on these issues? 6-19 - Chuck had tile grout sealed due to the cleaning stripping the color from the grout. 6-21 - 30 day walk thru. Marc promised he would get hole in stucco on west side of house repaired that day and get the other repairs done. 6-29 - guy came to look at baths countertops, took pictures and said someone else with his company would have to come out. 7/6 - Second guy came to look at bath countertops and said he would have to get with "his people" but he did agree with us that for a quality job the bath countertops would need replaced. 7/7 - oakcraft scheduled between noon and 4:00 to look at cabinets. Two guys showed up at 8:00 am for first work order - nothing regarding other issues. It was not a pleasant experience. I called Marc to discover his was on vacation - while not only us but others are waiting on repairs. 7/13 - Marc and oakcraft showed up to review cabinets. Joke! When I asked Marc when things were going to get done, his reply was it was on his "to do list". Another horrible experience! Marc repaired stucco hole, which he promised to do 6/21. Still no cabinet shelves for master bath. Marc has done nothing except give excuses and get upset with me because I'm upset. The heat just keeps growing because nothing is getting done. We closed on our second home in Saddlebrooke Ranch and cannot enjoy it because of the rush for Robson to make money using cheap rushed labor giving us lousy quality of work! Yes, we are upset. Anybody that bought a new home anywhere with the quality of work that we received would be upset. Every gathering and every dinner out with other ranch people who have built in the last year spend the time talking about the errors made in their homes! We feel we should get replacement of the bath countertops, doors, all cabinet doors - all should be done in a quality fashion instead of us shutting up and receiving band aid jobs! See the attached pictures, which are not all!
As a realtor I can tell you that Robson is not agent friendly! They don't want outside agents representing clients in their communities. After reading the horror story above I am no longer surprised why they don't want agents protecting the buyers.