Well, here we go! Below is the investigative report by Kelli O’Hara with ABC4.

In Richmond’s defense (who knew I would ever start a sentence that way!) the following items have now been fixed:

- Insulation. Apparently there was insulation between the garage and our floor, but there was a large portion of the attic above our master bedroom with ZERO insulation. Richmond American took care of this problem yesterday. Below is a picture of the contractor blowing in the needed insulation. (Thank you!) They also increased the amount of insulation (brought it up to code) above the entire 2nd floor. I am excited to report that our home was so warm last night! We didn’t even need the space heater in our room. WOW, What a difference!

- Garage ceiling. The drywall on our garage ceiling has been replaced, so there are no obvious signs of water damage from our leaky roof, now. Yes!

Today we are expecting:

- Fireplace repair
- Window seal repair
- Back porch repair
- Laundry room repair

UPDATE:  2:00 p.m.

What an amazing day! Our window seals have been repaired. Apparently there was an issue with a lack of weather stripping. (Read Richmond’s response to our leaking window request three years ago. They have a very different attitude now.) Richmond American went the extra mile and inspected/repaired every window in our home -not just the three we mentioned earlier. NICE WORK!

The fireplace was serviced, as well. There is no more plastic covering our fireplace, and I don’t feel a breeze anymore. They are also going the extra mile on our fireplace and are going to add insulation up in our eaves where there are some unintended vents. (Richmond, feel free to correct me if I explained that incorrectly.)

Our back porch is as good as new. It no longer sags. I don’t believe this item was mentioned earlier on the blog, but it was a safety concern. They replaced the steps and the support system, and even offered to paint it.

Finally, I have a normal laundry room! My washer and dryer both fit in the room comfortably now. In addition to having a professional contractor work on the vent, Kevin Jensen personally addressed this issue and worked some additional magic. End result- the problem was rectified and it looks fantastic. Thank you!

The only item left to be fixed is our driveway. I am pleased to report that Richmond American is going to fix every RA driveway in our neighborhood that is spalling. (Attention neighbors–  submit the request immediately. They are measuring the driveways next week.) Way to go the distance, Richmond! I am no longer hopeful; I am ecstatic and appreciative. Poli and Kevin, you two are frickin awesome. Thank you.

Good news!

I just got a call from Kelli O’Hara at ABC4. The story on Richmond American will air tonight at 10:00 p.m. Mountain Time. I am so appreciative to utahscams.com for making this happen. If you are aware of a scam in Utah, submit it to utahscams. It was this action that brought us the press of ABC4, and the attention of Richmond American.

Great news!

Richmond American is following through on their promises. Right now, Superior Insulation is busy insulating our home. They found a large portion of our attic (above our master bedroom) that did not have any insulation at all. Apparently there was no access to the attic above our room, so when the home was insulated, this entire space was neglected. Also, the rest of the attic was not at code, so they blew-in insulation to rectify the issue.

I was going through some old emails, and found correspondence from my husband to Richmond American over three years ago regarding the temperature of our home:

From:	Tim Gilson (timothygilson@hotmail.com)
Sent:	Wed 1/17/07 9:32 PM
To:	XXXX.XXXX@mdch.com

Thank you for your response.  I understand your explanation on the windows,
however, I feel that the cold air coming in through a couple of them is more
than a small amount.  I've lived in several houses, apartments, and condos;
new and old, and this is the first house where I've had to set my thermostat
at 78 just to keep the house at 68.  As you can imagine, it's taking a toll
on the gas bill.  On three of the windows (1 in the kitchen and 2 in the
master bedroom), you can place your hand in front of the window and feel the
cold air streaming in.  More particularly on windy days of course, but also
when there is no wind.  In any case, we'd appreciate you checking it out for
us.  The best time to stop by would be on Thursday morning around 8:30am or
Saturday (if you work on Saturday's?) in the mornings.  Let me know what
would work best for you.  If you cannot make it either of these times, let
me know and we can arrange our schedule.

Thanks again!

(Below is the email from Richmond American to Tim)

It is an expected finding to feel a small amount of around the windows.  The
windows have weep seals built into the frame to permit any condensation
build up to exit to the outside of the house.  The weep seals also allow a
small amount of air in and out.  Single hung and vent windows are sealed
with a dual felt and rubber seal.  The felt seal cannot keep out 100% of the
air, but is necessary to permit opening and closing of the window.

I will have to come and take a look.  Let me know when you are available.

--XXXXX

At the time, we did not know we had an insulation problem- we just knew our house was BEYOND cold and our windows were leaky. It is interesting to me that neither issue was ever addressed by Richmond. Our windows still leak (leaking is probably an understatement. The wind BLOWS through.) Instead of getting results, we received an email telling us why we shouldn’t be concerned. Absolutely ridiculous, if you ask me. It wasn’t until we had our insulation evaluated by SunRoc (about a year later) that we found it was significantly below code.

My question is, was it a policy for Richmond to ignore or dismiss warranty requests at that time?

What is their policy now? Poli Peters is delivering on his promises to us. Will he deliver to other home owners?

A bigger question may be related to Eagle Mountain City. How did our home even pass inspection?

As a reminder, if you have outstanding warranty issues, submit a request on their website, and reference frickinmom.com. AND- tune in tonight for the ABC4 Richmond American Investigation at 10:00 p.m. It should be really interesting (and you get to see my smiling face. What is better than that?)

ALSO- they are measuring driveways between now and March 12. If your driveway needs replacing, contact Richmond American ASAP so you can be included in this group of repairs. To submit warranty issues, go to RichmondAmerican.com/homecare, and submit a customer service request, or call 801-743-7440. The Home Care Specialist for our division is Kevin Jensen. You can also ask for Poli Peters, who is the Director of Construction for Richmond American Homes. Again, for some extra leverage, be sure to mention that you were referred by frickinmom.com.

Is Richmond American mending their ways? I am cautiously optimistic. Wait a minute; I hate that phrase. I can’t believe I just used it. Last time I heard it, my infant son was on life support. When a pediatric intensive care physician said it, I wanted to sucker-punch her in the throat. I mean, really. Cautiously optimistic. What does that mean, anyway? Are you optimistic, or not? Moving on…

On Monday afternoon, Poli Peters, the Director of Construction for Richmond American paid me a visit. He came with a clipboard, an apology, and a vow to fix all construction problems. He followed me room-to-room, taking copious notes while I ranted. When we were done, we sat in my family room (next to my wind-tunnel fireplace blocked off with plastic) and reviewed his list.

He promised to send me an email on Tuesday listing the problems, agreeing to fix all issues. Did he? Yes, or at least he agreed to have them inspected. Richmond American will fix the first five items, and will send contractors to inspect the fireplace, windows and insulation.

Email from Poli Peters

Mrs. Gilson,

It was a pleasure meeting with you yesterday.  I appreciate the opportunity to correct a few over due repairs. Here is the list we went over for inspection/repair.

Repairs:

1. Replace the driveway and overlay the front porch and steps. (Will be done in the next 3-4 months depending on the weather)

2. Drywall damage in the garage.  (I will schedule for this week, we will also inspect the ceiling for insulation at this time)

3. Back patio/stairs sagging.  (Not a warranty item but more than happy to fix.  Paperwork is in process.  I will schedule with you ASAP.  1-2 weeks)

4. Install flush mount dryer vent connection.  (Paperwork in process.  May need drywall repairs when complete.  1-2 Weeks)

5. Adjust Front entry door.  (RAH will complete at next appointment.  This is a minor adjustment that will take minutes.)

Inspect:

1. Drafty Fireplace @ living room.  (Paperwork in process.  Will schedule ASAP.  1-2 weeks)

2. Drafty windows (X3) Living room, master bed, master bath.  (Paperwork in process.  Will schedule ASAP.  1-2 weeks)

3. Insulation in attic space.  (Paperwork in process.  Will schedule ASAP.  1-2 weeks.)

4. Insulation in floor system above garage, below master.  ( I will inspect at appointment with the drywaller for above repair item #2)

Please let me know if you have questions regarding the work.  I look forward to completing these items for you.

Sincerely,

Poli Peters
Richmond American Homes
Director of Construction/Home Care/QA

So, that’s the good news. The bummer? Everything we paid to have fixed ourselves will not be reimbursed. We are basically S-O-L. However, I know that Poli doesn’t make this policy, so I won’t hold it against him, personally.

Today ABC4 came to my house again. They brought Al Rickard with All-Points Inspections with them. He toured my home, went over the issues and offered advice. He encourages all home buyers to have their home inspected prior to purchase- even if they are buying a new home.

While Kelli O’Hara with ABC4 was at my home, Poli called. (Talk about timing!) I thanked him for working on my home issues so quickly (on camera) and asked what my neighbors with warranty issues should do. He said to submit a request on Richmond American’s website, and promised that he would personally look into each problem. I am starting to think Poli is the bomb.

The question is: What is going to happen after Monday at 10:00 p.m. when ABC4 airs their story? Will there be so many unresolved warranty requests that Richmond American cannot address them all? Will they make good on all of their promises?  For now, I am cautiously optimistic. There I go. I said it again. Frick!

So, I thought I would take a break from the Richmond American drama and tell you a little story. The moral of this story: Make sure you are texting the right phone number- especially if you start using multiple exclamation points and all caps.

I woke up this morning to my phone buzzing, alerting me of a text message. I picked up the phone and read:

Hurry! Call 407-843-0924 Charles re: job when you get a chance. Don’t forget!

I thought, “Who the frick is Charles?” So I write:

I am sorry, Charles who? I think you may be texting the wrong phone number.

In less than a minute, I receive a reply:

DUMMY!!! the RECRUITERS name is Charles!

I have to admit, at this point, I thought about pretending to be the appropriate party, and telling her I wasn’t going to call Charles, and I was enjoying my time off. I thought this would be pretty funny. But, I was worried that the party on the other end of the text would have an aneurysm, so I wrote:

Ummm, you are texting Lori Gilson. Are you meaning to text someone else?

Then, to give myself a giggle, I added:

Who is the dummy now? 

I thought I might have gone too far, and was regretting the dummy question, when I received the following:

PAT!!! R U INSANE? IT’S ME, EILEEN. THIS IS NOT COMPLICATED!!!

At that point, I called Eileen. Now THAT was a frickin fun conversation! I love texting.

So, it is hard being the amazing star that I am, but I will try to not let it go to my head. The paparazzi, the interviews, my phone ringing off the hook, the fans…

OK, so maybe it isn’t that hard.

In all reality, we are making some serious headway exposing Richmond American. Kelli O’Hara and her producer spent over two hours with us last night. I have to tell you, if you need to rant, nothing beats being given a microphone, camera and undivided attention. I could have gone on for hours and hours. Wait a minute, I did.

I gave them a tour of my home and pointed out all the construction and installation problems. After they were done with my house, they interviewed a number of my neighbors, and then visited another development in Lehi. The crazy thing is, every single Richmond American house they knocked on had considerable issues.

Kelli called me tonight. The ABC4 Investigative Team is planning on flying to Denver (Richmond American headquarters) early next week. They have found hundreds of lawsuits filed by unhappy homeowners. I conducted a quick search myself and found lawsuits in multiple states regarding plumbing, driveway concrete, radon, and mold.

Really Richmond American? Really? Frickin criminals!

ABC news will be at my house today at 3:00 p.m. to interview us regarding our horrible experience with Richmond American. We’ll see what Richmond says about expired warranties on crappy workmanship now!

If you want to participate, be at my house at 3:00. Let’s change this situation!

The power of blogging is frickin fantastic. Thanks for all the comments and support, we are making a difference!

Every once in awhile it is good to rant. You get things off your chest, are able to let go (kind of) and most importantly, warn others. In order to help prevent others from making the same mistake, I want to share how horrible it has been working with Richmond American homes, the frickin crooks. Don’t believe me? Watch the video. Our home is falling apart.

We purchased a brand new Richmond American home four years ago. Since then, we have put hundreds of dollars into repairing problems and poor craftsmanship they refused to fix under their bogus warranty.

After a few short months of owning our home we noticed our driveway was chipping. We called Richmond American and filed a report on their website. After multiple requests, we finally got them to take a look at the driveway. They acknowledged that it was chipping, but told us that it had to be significantly worse before they would repair it. By the next winter it went from bad to worse, and by then the warranty expired. Estimated repair cost $2,000.

We have also lived with a leaky roof for the past four years. Richmond first denied there was an issue, but after water damage had stained our garage ceiling, they finally admitted to the problem. They tried to tell us the roof wasn’t covered under the warranty, but we fought that. Then, they supposedly repaired the roof, but it never stopped leaking. According to Roof Solutions, the repairmen sent by Richmond American had taken caulking and smeared it around with this finger. Seriously. I guess they thought that would fix a crappy roof. We requested that Richmond American fix it properly, but they claimed the warranty had expired. Four years later, we finally had it properly repaired (and paid for it ourselves). The roofer said the leaking and damage was due to faulty installation. The flashing was put on after the shingles, instead of before. Total cost: $460. Interesting fact, the roofer, Brandon Lindsey with Roof Solutions, says he has repaired HUNDREDS of Richmond American roofs due to poor craftsmanship, and one house was so damaged an entire outside wall had to be replaced.

Don’t even get me started about our wiring. OK, get me started. They put our breaker box in the basement bathroom. In order to finish the basement and pass inspection, we had to move it and rewire the home to the new location. Cost $700.00. By the way, can I just add, how frickin retarded this is? EVERYBODY knows not to put a breaker box in a bathroom. This is a safety issue. C’mon!

Insulation is another issue. We have been paying outrageous monthly gas bills during the winter, and finally had SunRoc look at our insulation. Richmond ripped us off here, too. They didn’t even put enough insulation in our attic to pass code. I am not sure how they got away with this, but they did. Estimated cost: $1600 in heating bills and $900 for needed insulation.

So, today I am going to film our driveway, and other driveways in our neighborhood and put it on utahscams.com. Hopefully, this will warn others and perhaps even get Richmond American to fix the frickin problem.

Do NOT buy a Richmond American home. I repeat, DO NOT BUY A RICHMOND AMERICAN HOME. If you do, you may end up with a home like this.