After my 20th A/C malfunction in a new Lennar home, I sent an email pleading to Lennar. What I didn’t know is that all three of them were about to go completely silent and not follow-through on any of their promises. Here’s how they responded.
While waiting to have my 20th A/C repair in four years and after I called Mark Metheny, I decided to compose an email to all the Lennar executives that had been on the last conference call. I did a ‘reply-all’ to one of the last emails and started writing. The email went to Mark Metheny – Division President of Lennar, Steve Smith – Director of Construction at Lennar, Rick Hudak – Director of Quality Assurance at Lennar, and it also went to Heather Brown – Mark Metheny’s former assistant.
What I didn’t know is that all three of them were about to go completely silent and not follow-through on any of their promises.
When you settled February 28, 2017, and this issue was supposed to be fixed per inspection and 60 day walk through concerns, and yet #revena and #pete at @Lennar keep avoiding your calls and emails. Guess this is what you get when you buy a @Lennar home! pic.twitter.com/asBeo9hQuj
— Julia D (@lilcox1981) December 28, 2017
“All I wanted was a home.”
Here is a copy of the email I sent to the Lennar executives on June 10, 2017 (I’ll insert links to relevant posts and articles to give you additional context on the subjects I reference):
- A/C in office has gone out again (I am waiting for contractors to arrive). That’s now 20 A/C malfunctions in four years. That’s an average of five a year. I go to bed almost every night and wonder if this is the night it will go out again.
- The safety latch for the stove is not installed. I did the test we spoke of and was able to tilt the stove forward.
- Both my fans are now inoperable. As noted in the inspection report, the insides are rusted and corroded but no signs of water damage. That’s three fans (all of them) that are now inoperable.
- I still cannot watch TV (the rare times that I do), without it cutting out each time the A/C comes on (I actually tried to take the time to do that last night and just gave up).
- I checked the leak in the utility closet (with the water heater) during the most recent heavy rain. I did not notice dripping, so the water damage in that area could have been caused as what you suspected – the A/C up there.
Inspections and Time Estimates?
In the interim, is there a way to determine how many additional inspections there will be an how much time they will take? I know you all are trying, but please remember I’ve been going through this for four years and it’s greatly disrupted my life and work.
I haven’t been able to take a day off (not a day – not even Christmas) since August of 2015. I have to continuously make up the time I lose in dealing with countless, ongoing issues for a new house. That time has cumulatively added up to over 70, 40-hour working weeks.
Regardless of the late nights, weekends and holidays I use to try and make that time up, it’s time I will never be able to get back. My business is based on time.
More importantly, my quality of life has suffered. My health has been impacted.
The Bigger Issues That Need to Be Solved
Yet another realtor confirmed that I can only fire-sale this place. Even if all repairs are made, she yet again confirmed (this is the fourth broker/realtor and all have said the same thing) that it would likely need to be a cash buyer, would have to be placed well under market value and insurance might be difficult to obtain.
That’s not my fault.
Joel even stated that almost four years ago and shortly after I moved in – and after almost a week of dedicated repairs. Four years later, it’s only gotten exponentially worse.
It becomes worse as each day, week, and month I am here.
I am essentially left with a property that should not have been sold to me in the first place. It shouldn’t have been sold to anyone.
Let me iterate a point made previously….do not buy a @Lennar home. No way to resolve issues. No escalation process.
— NeNe (@PeekskillDiva) November 8, 2016
Both my dogs are developing benign (as of now) and unexplained cysts. The only thing they have in common is the environment in which they live.
I cannot keep living like this. I should not have to live like this. Nobody should.
Can we please try and find a way to resolve all of this as fairly, quickly and while minimizing ongoing disruption as possible?
I deserve that. All I wanted was a house.
Thank you for your efforts.
As a reminder, on May 31, 2017, Mark indicated I would get a revised spreadsheet with the ongoing construction defects, he wanted to schedule additional inspections with Rick Hudak, as well as an environmental company. I had also been pushing for an explanation as to why the builder’s legal response was a complete lie.
Perhaps, they were starting to realize what I already knew – this place was a liability and that liability went well outside of just my home.
I never heard from the three of them again. Ever. Not once.
— Grace Lazo (@gmlazo19) April 14, 2017
I tried one last time
After being promised a few things on May 31, 2017, and still not having heard anything from my previous communications, I sent a follow-up email to all of them, including Mark’s assistant, Heather Brown.
The only email I received back was an undeliverable message from Mark Metheny’s assistant’s address, Heather Brown. I wonder why she left?
Interestingly enough, Heather also accidentally joined this Google photo album of almost 300 pictures of the Lennar construction defects I shared during my first meeting with the Lennar four executives at my home. It’s open to anyone with the link and does not need to be logged in to view. This link was passed back and forth in many of the emails she was copied on between the Lennar team.
— Kris Fannin (@krisfannin) January 17, 2018
Note: As of the date of this publication, all the Lennar executives went silent and none of the construction repairs were ever made, including the promised replacements of two, improperly installed and defective A/C units causing extensive mold exposure and health issues.
Next Lennar communication: Email to Lennar C-Suite: “I Would Like to Give This Team the Benefit of the Doubt”
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