Brokerblogger

My Ryland Aftermarket Great Contractors = Crete-Vision = Brokerblogger

I first found out about the great work that Gerald Rion and Crete-Vision did when I walked into the model homes of "Seasons at Prince Creek West".  The photo of the concrete epoxy coated garage floor above (click on to enlarge) is from there.  Through my building inspector, I got Gerald's phone number.  At that time, he was working under his company name of "Coastal Residential Services".  I contracted with him to do my epoxy garage floor complete with painted concrete sides and wood trim all around for a great "finished off" garage look.

Crete-Vision got my garage finished off in cold weather by using a propane heater/blower to make sure the epoxy cured properly.  When the adhesive backed rubber cove molding that I provided started peeling off the garage wall, Gerald offered to buy, paint and install wood trim molding at no extra charge to me, while I only provided a gallon of deck stain in the color of my choice.  Since the problem cove molding was not his fault, this proved to me that Crete-Vision was more concerned with customer satisfaction and future referral business than with the initial profit made on that first job they did for me. 

I have now had Crete-Vision do my entire Lanai concrete floor in a herringbone 3-D brick design using Stardek II Concrete Coating.  See photo below:

I love being able to honestly say good things about Crete-Vision, as good "long term thinking" contractors are hard to find!   

My Ryland Aftermarket Great Contractors - Exquisite Glow Lighting - Brokerblogger

I wanted five specific Craftsmade fans with accessories, and had shopped a big lighting store in Dallas, TX, a big lighting store in Myrtle Beach, SC, and Exquisite Glow Lighting in Shallotte, NC which was the biggest lighting retailer (over 23,000 sq.ft.), and close to the SC border along the coast.  The Dallas store had the second best prices.  The Myrtle Beach Lighting store acted if if they didn't care if they got my business or not, and had the worst prices.  I e-mailed Kristina at Exquisite Glow Lighting, and she was very helpful and prompt with the lowest quote. 

I expected to drive and hour to pick up my order, since I saved so much on my quote, but later decided to have it delivered for a $75 delivery charge.  When part of the order did not come in from Craftsmade, the owner, Jennifer Quanintace, offered to deliver the entire order at no charge for my inconvenience even though it wasn't their fault!  I am very pleased with all the people at Exquisite glow lighting, including Bill who helped my wife and I pick out some foyer and hallway lighting today.

Google's "Local Business Results" shows Exquisite Glow Lighting first in a search for "lighting retailers in Shallotte, NC".  They are first with me when it comes to chandeliers, fans, table and floor lamps, outdoor lighting, kitchen and bath lighting, mirrors, and accent accessories.  You are missing out if you don't include them in your request for a quote on multiple items, as the bigger the order the better the price. 

My Ryland Aftermarket Great Contractors - AVAC (Appliances) - Brokerblogger

I first found AVAC of Myrtle Beach when doing a search for GE Authorized Distributors on the GE website.  I saw the name of the owner, Keith Ferrell, on their website, and e-mailed him the model numbers of the specific 6 GE appliances that I wanted.  He responded back with lower prices than Home Depot, Lowe's, or any other GE distributor in the area.  In fact, the prices were so good that I wound up buying another GE appliance and a Sony LCD TV from AVAC.

I guess what stood out about AVAC's pricing is that instead of getting a low price on some things and a higher price on others like some of their competitors tried to do, AVAC's grand total price was the lowest.  They also ordered all my appliances into their store before I needed them, so that I was assured that there were no "discontinued models" from GE.  Their delivery was when I wanted it, on time, and installation was done professionally.  I strongly recommend that you include AVAC in your comparison shopping as I did.  You won't regret it!

My Ryland Aftermarket Great Contractors - Neighborhood Decor (Window Coverings) - Brokerblogger

My wife and I wanted Hunter Douglass Everwood X-tra Blinds as shown in the above picture, and we shopped Costco's prices as well as a couple of other local window coverings retailers.  We were phoned back from Costco by Carl Shelley who now has his own new business name, NeighborhoodDecor.com .  We got great service, but then got a good surprise when we met him in person.

"Neighborhood Decor" was just starting up when we met even though Carl and company had been in the Interior Design business since 1993. He came up with an unbeatable price for exactly what we wanted at the time with the Hunter Douglas brand name product.  We weren't sure if we should trust him, but we took a chance.  He not only had the window coverings in stock when we needed them, he made sure they got installed on the exact date we wanted.

To top it off, we were not totally pleased with the way that the "De-light" version of our blinds worked in the master bedroom when trying to pull them from the window sill up to the top, so Carl immediately said he would replace them with another window covering that we even like better.  I can't say enough about the great prices and great service that Neighborhood Decor provides.  So, just as the website says:  "Go ahead and get a few estimates everywhere else. Then send the lowest one to us. We promise* to beat the lowest quote you have by 10%. You can email your lowest estimate to us for a 10% lower price.", we found that to be 100% true!

My Ryland Aftermarket Great Contractors - Installations Plus (Cabinets) - Brokerblogger

Since my Ryland Home had Aristokraft Cabinetry in it, and there was a need for more kitchen cabinets, as well as cabinets in the laundry room,  I went to the Aristokraft Cabinetry Website and found Designer Kitchens, Carpets By Kendall, Stadium Family of Builders, and Carolina Sands LLC DBA (Installations Plus).  I got quotes from all of them and the best price (by far in some cases) was Installations Plus. 

I did not know when I met with owners Dennis Wilczewski and his wife Cindy how customer service oriented they were.  I knew they had the best price, but they also put up with many e-mails I sent them answering many questions, confirming every little detail, provided professional drawings of what I wanted, had all materials available when I needed installation, and quickly changed out any minor flawed door, etc. that I wanted replaced.  All their installers did professional work, and made sure we were happy.  I recommend them highly for Aristokraft, Bruce, Executive, Kemper, and Sterling Vanities.  Installations Plus just expanded their business to a larger showroom at 3839 Socastee Blvd.

My Ryland Aftermarket Great Contractors - J.S. Elite Flooring - Brokerblogger

J. S. Elite Flooring's new building doesn't have a sign up yet, and it is actually longer than this photo shows (I don't have a wide angle lens).  It will have a great big showroom to feature their new Granite Countertops, along with their Carpet & Rugs, Ceramic, Natural Stone & Porcelain Tile, Hardwood Flooring, Laminate Flooring, Vinyl Flooring, and many other flooring related products.  They now cover the Myrtle Beach and Charleston, SC areas.  Click on the name of the company above for contact information.

I found J.S. Elite Flooring through a referral from a friend's son who knew the owner, Jeff Schassler, and I can't say enough about their great prices (I shopped them extensively), quality installers (it's done right the first time), and dedication to pleasing their customers (great selection & patience with interior design suggestions and with customer changes of mind).  My wife and I can testify about all of these, as we just changed our mind on our backsplash tile when we saw what the manufacturer delivered to J. S. Elite.  Immediately R. T. Bayles said to us (without having to ask), "You can come into our showroom and pick something else out."  Cassandra Carlson has been great in helping with interior design selections from the start.

I usually don't promote the sellers I deal with but J. S. Elite Flooring fits my Brokerblogger slogan of "My views on bringing loyal, long term buyers together with ethical and value driven sellers."

My Ryland Homes Good Contractors - Brokerblogger

Any new homes builder is only as good as all the contractors and subcontractors that work on the houses they sell.  Yes, there can be some repair work after a customer moves in.  But, it should be kept to a minimum with a detailed builder inspection (before the owner moves in), and certainly getting it right on the second time around, without having to inconvenience the customer with a third come back (unless something new is discovered).

In any case, the contractors for Ryland Homes that stand out are:

1. Their "Punch List" person, Mike.  He has always showed up on time, completed his quality work in a timely fashion, and has represented Ryland well, since he used to be a builder himself.  He stays until the job is done right.  His communication skills set him apart from most people working for any builder.  I believe this because I have bought other homes from track builders who have not had the benefit of a quality, experienced person like Mike Sipio who can explain why he uses certain products, or does his repairs in a certain way that will make the repair last.  The fact that he is a Ryland Home owner is another big plus for Ryland and their customers, as he has first hand experience with a Ryland Home himself.

2. Ryland's landscape contractor was great at bulldozing my backyard to re-grade it so the 10 foot flooding area that was away from my house, and in the back yard, was regraded properly the first time.

3. Ryland's Aristokraft Cabinet people are very cooperative in replacing any doors or draws that have minor defects in them. 

4. Ryland's fiberglass tub repair people are great at fixing minor nicks and gouges in tubs and showers.

5. Ryland's marble composite vanity countertop person is great at filling in holes,  getting out swirls, and taking off glue from vanity countertops.

Ryland Homes Air Filter Constructive Suggestion - Brokerblogger

The caption to the side of the photo of a low cost, fiberglass, Ryland Homes initial HVAC air filter above says:  "THE WORST AIR FILTER" on the "AMERICAN ALLERGY SUPPLY HOME PAGE" entitled "Pleated Air Filter Testing Using Dylos Air Monitor Laser Particle Counter".  That photo is near the bottom of that page, and  a little further down it says "FIBERGLASS  PRICE 50 CENTS The Worst Air Filter". 

Now, granted, while American Allergy Supply is trying to promote their own high end home air filtering devices, I really don't believe that their statistics are too far off.  Why, because my wife and I experienced some terrible night's sleep with much dust being recirculated into our faces at night in our new Ryland home.  Our noses were stuffed more than expected (all new homes give off chemicals from carpets, etc. that can cause stuffiness) until we put a pleated MERV 10 air filter in on a temporary basis until we go to MERVE 8 to be less air flow restrictive.  Then, our noses were still stuffed like in our other previous new homes, but much less than before.  I then bought new air directing register vents that directed the air away from our faces at night.  That helped, too.

Here is what happened, in our opinion (See Next Page!)      

 

Corporate Assigned Power vs. Responsibility - Brokerblogger

Since this topic can relate to most medium to large corporations, in my opinion, I am not singling out Ryland Homes or limiting this post's topic to the new home building industry.

The totem pole depicted above shows the image at the top having wings.  You could analogize this to the corporate "golden parachute" concept in that it is too easy for the people at the top of the corporate totem pole to blame the people at the bottom.  Why?  Because, many times the people at the bottom who deal directly with the customers don't have the power or authority to make improvement changes, but they do appear to have the most responsibility to make customers happy. 

In the new home building industry, I believe that the most important people to the consumer are the sub-contractors and "sub's" of the sub-contractors who actually work on your house.  If any builder is in a cost cutting mode determined by say a Chief Financial Office at the top, then it may be hard for the person dealing directly with the customer to get that CFO, or managers underneath the CFO, to give the OK to even look for a better sub-contractor.  Why?  Because, some "customer irritating" sub-contractors provide the lowest cost to the builder.  They do eventually fix the problems they cause for the new home owner ( See "My Ryland Homes Initial Repairs "Punch List"), but while the builder doesn't get charged for the fixing, the customer is inconvenienced, and his time is wasted, at the very time he's dealing with many other challenges related to his move! This was partially my point in "New Home Builders Deliver "Cleaner Upper" Homes". I did not mention in that post two Ryland Homes sub-contractors who did a poor job, at first, on my foyer wood floor, and my Silestone Kitchen counter tops.

Requests for customer product and service satisfaction feedback are often sent out too soon.  New home owners are very busy, and the best test is the "test of time".  Opinions of customers can change over time, especially if the repairs are not long lasting.  There is also the dilemma for the customer that if he says anything that even appears to be negative about the specific people that represent the builder, those comments will be the perfect excuse to blame those people at the bottom of the totem pole.  Therefore, there should be the option of total anonymity in giving feedback, with plenty of space to comment on each line item of the feedback form. 

Now, in some cases it may be the fault of the employees of the builder who deal directly with the customer, but more often, in my opinion, it is the sub-contractors and their "sub's" that cause problems, complaints, and waste the time of the customer.  Builders know very well that "time is money", so it would be a great opportunity for any builder to think a little more long term, invest a little more money upfront, and have the probability of more positive word of mouth advertising from their customers.

I think the saddest thing is for customers to give good reviews and feedback on their buying experience (of any kind), when the whole truth is not as positive.  But, just wanting to be "nice", fear of being misunderstood, fear of a possible "kill the messenger" mentality with some kind of retaliation by anyone involved in the selling process can cause the customer to not tell "the whole truth" as they see it.  It is a shame, since sometimes the customer may just need to be educated about something, and some specific item negative misperceptions may be changed into positive, or at least, neutral ones.

My Ryland Homes Follow Up "Warranty Service Requests" - Brokerblogger

The photo above shows the area in my backyard on the far left before the trees that got flooded in a heavy rain.  It happened soon after our Pre-Settlement Walk-through with Ryland Homes, so I asked to have it fixed in my first "Warranty Service Request" on 1/23/08.  These "WSR's" are repair items discovered after My Ryland Homes Initial Repairs "Punch List". 

Carolina Landscaping Group came in with a "bobcat" and regraded a good size area of my back and side yard with the water now (hopefully) flowing out into the woods behind my back yard.  Kudos to Ryland for having that sub-contractor, but there are other sub-contractors that I will elaborate on later that were less than desirable, in our opinion.

Here are my three "Warranty Service Requests" as of 2/14/08:

1/23/08 = On 1/22/08 we met with Mike from Ryland's landscaping contractor (Carolina Landscaping Group), and noted the following to be done by Monday, 1/28/08. 

On a previous day when it was raining, we noticed, as well as Mike noticing, that there was a good amount of flooding in the left rear portion (as you look at our house from the street) of our back yard.  Mike said he will re-grade that entire section so that the water flows back to the treed area behind our house.  Mike said the back yard also needs more dirt to be put under the sod in a larger area of the back yard near the flooded portion so that the grading is more conducive to water flow to the sides, and then away from the house.  New sod will then be placed over that new additional soil area.  Evidence of free standing water was also noted along most of the left hand side of the house near the property line from the center of the house on back.  Grading will be adjusted there too, to get quicker flowing water. = GOOD FIX APPEARS TO HAVE WORKED WELL AS OBSERVED IN THE LAST DOWNPOUR OF RAIN.

All zones for the sprinkler system were turned on and tested.  Some sprinkler heads need adjusting as they are "bent over" and not providing proper coverage.  One "rotor" head in the back is spraying too far, and will be adjusted down.  Another sprinkler head on the front left corner of house needs moving away from the gutter downspout, as the coverage is now being blocked by that downspout.  All sprinkler heads will be checked for damage, as the sprinklers came on the day before when it was 24 degrees out, and all the water froze into ice around the entire house.'

Lastly, Mike said that we were shorted three 7 gallon "Ligustrum" plants in the front, and they will be brought in and planted at no charge to us. DONE WELL! 

ALL THIS WAS DONE SOON AFTER, AND APPEARS TO BE A QUALITY JOB! (not fully tested yet as it relates to the sprinklers seen while on)

1/25/08 = Yesterday, the utility sink in the garage began leaking out of the bottom drain area.  We have shut off the water, but need to have this fixed ASAP, as contractors use this sink to wash up. = BROKEN PART FOUND AND FIXED QUICKLY!

Due to the fact that two framers were called out to inspect the wood frame 2 X 4's on both sides of the house (due to hardi-plank buckling on the outside of both sides of the house), the "blown in" insulation in the attic was compressed down and moved around to the point that I can see the ceiling of rooms in some areas.  Please have more insulation blown in to insure proper insulation of the attic once the framers come back to be told exactly where to look on the outside of the sides of the house, so they can determine where to put additional 2 X 4 bracing to eliminate the buckled areas.  This "Buckled Hardi-Plank" issue was part of the original 67 repair items given to Dave for "production repair" follow up. = RYLAND HAS AGREED TO BLOW MORE INSULATION IN SHALLOW AREAS, ONCE THE FRAMERS COME BACK OUT.  (UPDATE - On 4/9/08 framers came out unexpectedly, and I told builder in an email to have them come the following week.)

2/9/08 = 1.  When the "stand alone shower" people come out to switch out the rollers, and/or glass door for the master bedroom shower, please have them reverse the doors in our second bath tub/shower, as the handles to open the glass doors on the inside are located on the door that leads to the toilet.  I think the hardware and the doors can be easily switched around so that the handles on the inside are for the door that leads to the floor in front of the toilet.  Please reverse the doors on the "stand alone shower" in the master bath too. = NOT DONE AS OF 4/18/08, BUT I LEARNED THAT THE DOORS CAN'T BE REVERSED DUE TO WATER FROM SHOWER HEAD COMING THROUGH. ADDITIONAL METAL HANDLES NEED TO BE INSTALLED ON BOTH SHOWER DOORS TO SOLVE THE PROBLEM.

2.  While we had the guy who fixes the plastic drains in the vanity sinks out once before, please send him again with a replacement for the drain plug in the secondary bath as it is scratched up compared to the ones in the master bath.  He said to my wife that that is the way they all are, and that is not true, as the master vanity drain plugs are fine. =DONE end of 3/08.

3.  Please replace the threshold at the bottom of the front door as it has a big mark in it. = DONE end of 3/08.

4.  Please power wash the front driveway/walkway so that the chucks of cement missing from many areas can be easily seen for the punch list person to do his cement repairs.  The rear cement patio does not have to be power washed to get the big stain off of it, as I will be doing a brick stencil stain coating over it. = NEVER DONE with my OK, as cement repair was done at the end of 3/08.

5.  I ordinarily would not ask for another good cleaning of our house, but two things have happened that has made most of my window blinds, floor, kitchen counter dusty and dirty.  When Creative Countertops replaced the Silestone countertops they had to drill a hole in the faucet area.  That dust was minimal, but yesterday Builder's Wholesale Flooring ripped out the entire Foyer wood floor and dust and dirt went everywhere.  The plastic curtain that they put up did not stay taped down and the draft coming through the opened front door found its way under and around that thin plastic "drop cloth" curtain. = NOT DONE AS OF 3/29/08, BUT I PREFER TO WAIT UNTIL ALL OUR MOVING BOXES ARE OFF THE FLOORS.  I requested week of 4/21/08 for this to be done.

2/11/08 WARRANTY SERVICE REQUEST:

1. The electric eye mechanism for the garage door has exposed wires that need to have a twist on caps at both sides of the garage door. = DONE BY PUNCH LIST PERSON.

2.  Front Door dead bolt lock does not close completely, and the back door to the Lanai needs some dead bolt lock adjustment as it is hard to close properly and easily. = FRONT DOOR IS ONLY DOOR THAT NEEDED TO BE FIXED AND IT WAS DONE BY PUNCH LIST PERSON.

3.  When the person who filled the holes in the master bath vanity countertop comes back to buff out the repair, please have him buff out the swirls and streaks on the top of the secondary bath vanity countertop. = DONE AS OF 2/21/08


4.  On the inside bottom corners of the Lanai screen frame, there is some "pushed in trim" that needs repair. = DONE at end of 3/08

Again, all Ryland emloyees (vs. all sub-contractors) are doing everything possible within their power to make us, a Ryland customer, happy.  In my next post I'll discuss my opinions on how employees at the "low end of the totem pole" in any medium to large corporation usually don't have a lot of power to make changes, while often times having a lot of responsibility to make the customers happy.

ALL FUTURE NEW WARRANTY SERVICE REQUESTS AFTER 2/14/08 ARE SHOWN ON THE NEXT PAGE.

My Ryland Homes Initial Repairs "Punch List" - Brokerblogger

The "sea of blue tape" that points out areas needing attention which I mentioned in "New Home Builders Deliver "Cleaner Upper" Homes " is partially shown above (click on photo to enlarge).  Please keep in mind that my wife and I are happy with our lot location and Ryland in general, as the Ryland employees that we deal directly with have all tried their best to make us happy.  But, I want to help Ryland Homes by noting, constructively, areas for improvement like less things needing attention before delivery.  The specific problems of the Silestone Kitchen countertop that was removed for a week while we were living in the house are detailed in item #6.

Today, 1/12/08, here is our updated "Punch List" with "DONE" notes put together around our "close of escrow" on 1/18/08:

1.  The exterior hardi-plank has many separations and minor buckling on the side of the house, along with a major "seam separation" in the north east corner of the side of the house.  See previous attached photo of the "seam separation" first, then three photos of some of the "buckling", and then one of an exposed nail head.  We are not sure, but we suspect that in a "sideways driven rain" that moisture could get under the hardi-plank and potentially cause mold (WE WERE LATER EDUCATED BY MY OWN BUILDING INSPECTOR THAT MOLD IS NOT A PROBLEM IN THIS SITUATION!  He also said that Ryland builds a strong house). - Meeting Hardi-Plank rep on 1/21/08, and reassurance letter from rep forthcoming.  Two newly discovered "buckling issues" are on each side of the house, the Lanai has a chipped plank to right of French Doors, and a piece over left French Door needs flattening .  (UPDATE:  Framers said the frame may have been left out in the rain, and did not find where buckling was located from the inside of our attic, so builder said he would bring them out again and show them exactly where the problem areas are. = DOCUMENTATION NEVER RECEIVED & "BACKSTICKER" EXTRA 2x4's NOT DONE AS OF 3/29/08)

2.  The flashings along the roof have many gaps that could let rain in. (Previous flashings fixed, but a newly discovered problem is on the front inside porch near the "right inside corner ") = DONE

3.  The "pull down stairs" from the garage ceiling is very wobbly when climbing, and presents an injury/safety hazard.  The base of it rests only on the corners of the side braces, and the middle needs reinforcing to prevent "side to side" wobbliness.  (DONE by great "PUNCH LIST" person)

4.  There is gutter and downspout missing from the front of the house right above where the front porch steps are located.  Rain would pour down on people on the right hand side of the steps as you enter.  (DONE) 
 
5.  Even though we have two vanity sinks in the master bedroom, and paid $200 to have the upgrade of "Eva Chrome Accessories" in the full bath, there is only one (on the left hand sink) chrome hand towel ring. This is not functional or convenient.  (DONE)

6.  There are numerous cosmetic details noted with "blue tape" that need to be fixed with the Kitchen Counter Silestone.  Corner joints are out of alignment, with too thick of a seam, glue is on many spots, and there are many uneven spots on the bullnose surfaces.  ( All Silestone countertops to be removed and replaced with new ones.  All Silestone backsplashes to the left and right of stove are to be permanently removed.  Underneath of bar area countertop needs painting, as noted previously by blue tape. ) NEVER RECEIVED DOCUMENTATION ! ( BUT DONE A WEEK LATER WITH THE CENTER ISLAND STILL NEEDING BUFFING WHICH WAS DONE IN CONTRACTOR'S TRUCK.  OLD, SCRATCHED STAINLESS STEEL SINK WAS BROUGHT BACK EVEN THOUGH THAT CHANGE WAS IN WRITING - A NEW SINK WAS BROUGHT BACK AND INSTALLED FEW DAYS LATER.)

7.  Heat Pump has frost all around the outside, and probably just needs more refrigerant.  (DONE)

8.  Shorten cord on pull down stairs in the secondary bedroom.  (DONE)

9.  "Water Valve Shut Off" compartment box in the front of the house needs all mud cleaned out of it.  (Done by punch list person at the end of 3/08.)

10.  Shower enclosure doors in the master bath need adjusting and alignment.  Plus, the fiberglass has a nick on the upper right hand side that needs repair.  Shower stall needs rust stains removed.  ( Shower enclosure doors in MB still need adjusting.  Scratch marks from cleaning and polishing on upper left need buffing, but nick removed and stains should be removed by now.) - On my 2/9/08 W.S.Request I said "1.  When the "stand alone shower" people come out to switch out the rollers, and/or glass door for the master bedroom shower, please have them reverse the doors in our second bath tub/shower, as the handles to open the glass doors on the inside are located on the door that leads to the toilet.  I think the hardware and the doors can be easily switched around so that the handles on the inside are for the door that leads to the floor in front of the toilet."  Please add to that, a repair of two small nicks in the secondary bath tub floor.  I thought they were dirt, but are not. = TWO DIFFERENT CONTRACTORS INVOLVED HERE, AND THE SCRATCHING NOISE IS NOW FINALLY FIXED ON 2/21/08.  THAT SAME GOOD RYLAND CONTRACTOR MAY BE ABLE TO FIX THE "REVERSAL OF THE SHOWER DOORS PROBLEM WITH EXTRA "HANDLE HARDWARE".  No "Handle Hardware as of 4/18/08.

11.  Many interior door hinge pins need tapping down to be flush.  (DONE)

12.  Some windows don't open, close, and lock properly, as noted by "blue tape".  ("On order" and documentation never came, SIX windows are not replaced, and the wrong size French Door glass was brought to us.  But, by the end of 3/08, 5 of the 6 widows were replaced and the sixth was too hard to get at due to a heavy desk being in front of it.  The person replacing the windows appeared to us to not want to be doing the work and we had to watch everything he did.  Clear caulking was smeared on two of the new windows during installation, and we had to tell him and his helper to clean that up on the outside of those windows.  We were told that a window that had a spring tension problem would only be the same if it were to be replaced, and that it would be "too much work".  A manufacturer's rep for the window came out later and admitted it was a faulty spring tension problem that could be fixed with new spring tension balance weights.  We don't want that subcontractor back in our house, so we are living with another newly discovered, minorly flawed window because of that.

13.  French Doors to Lanai need moldings, holes drilled into threshold for "locking bolts", and painted to get rid of "dripping stains" at top of both doors.  (DONE)

14.  Numerous Kitchen Cabinetry repair issues of rough edges, wood imperfections, alignment issues, etc. that are noted by blue tape.  ("On order" and documentation delivered.) - DONE.

15.  Drill hole in cabinetry above microwave oven location, so three pronged cord can fit through to special outlet. (DONE)

16.  All three ceramic tiled floors need to be re-grouted, and damaged or uneven tiles replaced.  (Still being worked on.) (NOT SURE IF ALL ARE DONE AS SOME MORE TILES NEED TO BE INSPECTED - I'M FORGETTING ABOUT IT  BECAUSE WE DON'T LIKE THE FLOORING SUBCONTRACTOR'S WORK.)

17.  Numerous touch up painting needs to be done as noted by blue tape. - (All DONE by the end of 3/08.)

18.  Master Bath Shower Head plate needs to be flush against wall.  (DONE)

19.  Secondary Bath Room lighting fixture needs to be centered and hole repaired in drywall from that move.  (DONE)

20.  Secondary Bath Room towel ring needs to be moved to the wall to the right of the sink.  (DONE)

21.  Utility Room has white electrical cover plate on the left as you come in from the garage that needs to be removed, and the drywall hole repaired.  (DONE)

22.  Reinstall light fixture over right sink in Master Bath to make flush to wall, and position the center plate within to be flush.  (DONE)

23.  Master Bath towel rings to be relocated per our discussion.  (DONE)

24.  Lawn in back yard has small patches missing where sod did not cover.  Sod in is winter condition, and may need help come spring.  (Waiting for Spring evaluation of lawn condition.)

25.  Repaint base all around the house.  (DONE)

26.  Repair jagged edges and concrete all around the base of the house.  (DONE)

27.  Repair Foyer ceiling where "paint chips" are missing.  (DONE)

28.  Repair jagged edges on garage drywall.  (DONE by my contractor putting wood trim all around.)

29.  Roof stacks painted as they are white now while neighbors are a dark color.  (DONE)

30.  Water stains on outside rear steps and outside concrete patio in back need cleaning and the source of the water stains detected.  (Pressure washing NOT NECESSARY AS I AM HAVING IT STENCIL STAINED)

31.  Front porch and driveway concrete gouges need repair.  (Punch list person did by the end of 3/08.)

32.  Wood steps and landing leading from garage into Utility Room need painting with a beige color.  (DONE)

33.  Overall clean up of paint smears and dirt needed on all doors, walls, hardware, windows, etc.  (Completion of clean up still needs to be done due to FOYER WOOD FLOOR REMOVAL DUST/DIRT BLOWING IN ON VERY WINDY DAY - 2/8/08.  I told Ryland that only the portions of the house that got dirt and dust from the Foyer wood floor removal need cleaning by their clean up crew.  I also said that there are still too many moving boxes unopened on the floors, so please hold off on this until we get unpacked).  UPDATE:  I am trying to get the cleaning done the week of 4/21/08).

34.  Fiberglass utility sink in garage needs cleaning AND LEAK REPAIRED.  (DONE)

ITEMS NEWLY DETECTED ON 1/17/08:

35.  Molding around left panel of French Doors to the Lanie needs painting. (DONE BY CLEANING)

36.  SS sink was newly discovered to have many scratches, so that needs replacing. (DONE)

37.  Handles/bars/framing on MB and 2nd Bath shower sliding door needs cleaning on the inside. - DONE

38.  Newly discovered "high ceramic tile" needs replacement in second bath. (DONE)

39.  In second bath baseboard/beam to be squared. (DONE)

40.  Right front foundation, outside corner, needs cleaning or painting. (DONE)

41.  Lanai flashing on inside/upper center needs flattening. (DONE)

42.  Lanai ceiling has obvious holes around can light. (DONE)

43.  Lanai inner molding door frame on the outside needs painting.  Also, on the bottom left and right corners of the inside of the screen frame, there are "pushed in" frame moldings. PAINTED AS OF  THE END OF 3/08.

44.  Family Room crown molding seam by TV area needs caulking and painting. (DONE)

45.  Front porch ceiling has obvious holes around can light. (DONE)

46.  Replace den window due to hole in framing on upper left section.  Other window replacements due to various reasons previously noted by blue tape.  Documentation to come. - NEVER GOT DOCUMENTATION AND ONE ATTEMPT AROUND 2/20/08 WAS MADE THAT I RESCHEDULED DUE TO OTHER CONTRACTOR JOBS GOING ON.  I WAS NEVER TOLD WHEN THEY WOULD COME UNTIL THE LAST FEW DAYS BEFORE.  NOW, ALL MY OFFICE DESK WILL HAVE TO BE MOVED WITH EVERYTHING ON IT TO GET AT ONE OF THE SIX WINDOWS.  WHEN I BROUGHT THIS UP THE THE RYLAND WINDOW CONTRACTOR, HE SAID ABRUPTLY "YOUR GOING TO HAVE TO MOVE YOUR DESK".  WOW, SIX DAMAGED WINDOWS WEREN'T CAUGHT BY RYLAND BEFORE I MOVED IN, AND NOW I'M BEING INCONVENIENCED WITH NO EMPATHY FOR THE CUSTOMER.  LUCKILY, THE PUNCH LIST PERSON WAS THERE TO OFFER HELP AND DIFFUSE THE SITUATION.  By the end of 3/08, 5 of the 6 widows were replaced and the sixth was too hard to get at due to a heavy desk being in front of it.  The person replacing the windows appeared to us to not want to be doing the work and we had to watch everything he did.  Clear caulking was smeared on two of the new windows during installation, and we had to tell him and his helper to clean that up on the outside of those windows.  We were told that a window that had a spring tension problem would only be the same if it were to be replaced, and that it would be "too much work".  A manufacturer's rep for the window came out later and admitted it was a faulty spring tension problem that could be fixed with new spring tension balance weights.  We don't want that subcontractor back in our house, so we are living with another newly discovered, minorly flawed window because of that.

47.  Foyer wood plank too high near front door in two spots.  On 1/23/08 "hollow sounding" areas of the Foyer floor were discovered.  Glue not keeping the planks of wood down properly. =  OVER 20 HOLES DRILLED WITH GLUE IN THEM INSTALLED ON 2/8/08, BUT BUILDER WAS NOT HAPPY WITH THE JOB, SO HE ORDERED A WHOLE NEW FOYER WOOD FLOOR. MUCH DUST CAME INTO MY LIVING ROOM AND KITCHEN DUE TO THE THIN PLASTIC DROP CLOTH NOT WORKING 20 % OF THE TIME.  BASE VINYL FLOOR HAD TO BE SCRAPED UP SO NEW FLOOR COULD BE PUT ON THE SLAB.  MUCH INCONVENIENCE FOR A WHOLE DAY, SINCE ONLY ONE PERSON WORKED ON IT.  (DONE)

48.  Lanai French Door Glass on right will be completely replaced. = ON 2/20/08 THE GLASS CONTRACTOR FOR RYLAND BROUGHT OVER THE WRONG SIZE REPLACEMENT GLASS THAT WAS DISCOVERED ONLY AFTER THE DAMAGED GLASS WAS ALL TAKEN OUT.  (This is same problem as noted in item # 46.)

49.  Flooding problem in back left yard needs re-grading so that rain water flows out to the woods behind Lot #74.  Soil will be placed underneath sod in certain areas of the back yard in order to elevate entire back yard (as neighbor's back yard sod is elevated.  ON 1/24/08  GREAT LANDSCAPING SUBCONTRACTOR REGRADED BACK AND SIDE AND MAJOR FLOOD AREA NOW GONE.

----------
NEWLY DISCOVERED ON 1/18/08 ITEMS # 50-52. 

We are looking forward to most of these repair issues being properly fixed before we occupy the house on 2/3/08.  That allows for 15 days more to have most, if not all, things fixed.  (UPDATE - Almost nothing was done while we were away!)

ITEMS NEWLY DETECTED ON 1/18/08:

50.  No power to three electrical outlet plugs in Breakfast Nook NE corner (above new countertop and on wall below window).  (CAUSED BY MY OWN "EXTRA CABINETS" PERSON - (DONE)

51.  No light switch to outdoor garage lanterns, and only one of two can lights working on porch ceiling as you walk out front door.  (Light switch found in garage, so this was never a problem, and my own electrician fixed the can light - DONE)

52.  Painting needed on 2 X 6 board across the top of the inside of the garage door, and extra drywall needed to enclose two portions of garage wall on either side of the garage door. (DONE)

ITEMS NEWLY DETECTED ON 1/19/08:

53.  4 Entire outlets in Breakfast Nook do not work (two on back walls and two by new countertop area. (THIS IS DONE AND WAS A DUPLICATE REPAIR NOTE TO # 50)

54.  Only one of two can lights working on ceiling of porch near front door. THIS IS A DUPLICATE TO #51 & DELETED AS MY OWN ELECTRICIAN FIXED IT.

55.  Bedroom closet facing front street needs door stopper to prevent door handle from hitting window molding. (DONE)

56.  Can lights in Kitchen provide different height extensions for bulbs and need adjustment, since one bulb could not be unscrewed easily. (DONE)

57.  Adjust Foyer electrical switch tension (too tight) by front door. (I REPLACED SWITCH WITH A "DECOR" TYPE SWITCH, SO IT IS FIXED)

58.  Please "ACID WASH" all three ceramic tiled floors installed by Ryland to properly clean grout and ceramic surface area. (NOT NECESSARY SO NEVER DONE.)

59.  Almost all YALE DOOR LEVERS have too much "play" in them and need adjusting. (YALE SAYS THIS IS NORMAL.)

ITEMS NEWLY DETECTED ON 1/20/08:

60.  Leveling of the living room concrete slab floor, so that my wood floor can be installed properly.  This will be done by my own flooring company on Monday, 1/21/08 so that wood floor install only loses one day. - DONE AND RYLAND DID REIMBURSE ME THE $270 IT COST ME TO GET IT DONE QUICKLY,AND I BELIEVE WITH MORE QUALITY, SINCE I HAVE VERY LITTLE CONFIDENCE IN RYLAND'S FLOORING CONTRACTOR.

61.  Three screws missing from porch railing on right as you enter (by steps). - ALL DONE by the end of 3/08.

62.  Buff sink top to remove scratches and swirls on second bathroom vanity countertop. - DONE

63.  Faucet downspout fell apart when pulled up to get closed position in second bathroom. (DONE)

64.  Chrome sink plug scratched and discolored in second bathroom.  (PLASTIC vs. CHROME SINK PLUG NEEDS REPLACING, SINCE WE WERE TOLD IT CAN'T BE CLEANED) - DONE

65.  Chrome sink plug scratched and discolored in both master bath vanity sinks.  (PLASTIC vs. CHROME SINK PLUG NEEDS REPLACING, SINCE WE WERE TOLD IT CAN'T BE CLEANED) - (DONE)

66.  Buff sink top to remove scratches and swirls on master bath vanity countertop. - DONE ON 2/21/08

67.  Nails in garage attic sticking out two inches or more need bending back on 2 X 4 where insulation notice was posted. (DONE)

SINCE THERE IS DUPLICATION AND SOME THINGS NOT NEEDING ATTENTION IN THIS LIST, THERE ARE ONLY ABOUT 60 vs. 67 ITEMS IN TOTAL!

All comments welcomed regarding this list, THANKS.

New Home Builders Deliver "Cleaner Upper" Homes - Brokerblogger

While there has always been a clean up challenge for every new home builder, it is my opinion that limited resources due to cost cutting has caused my new Ryland Homes house to be delivered with many clean up issues that should have been addressed before our move in date (Original estimated completion date = 12/15/07, Actual "Close of Escrow" delayed by Ryland = 1/18/08, Move In date = 2/3/08)  .  The photo above (click on to enlarge) shows a note placed by my wife that says:  "Glue inside & on edge of sink from before we closed on house." 

While Ryland Homes has been great about cleaning things up, and we are happy with our lot location and Ryland in general, there have been so many things to clean and touch up that from 1/18/08 to today, 2/12/07, there are still many things like shower/tub framing, etc. that still have "blue tape" noting where the cleaning and touch up need to be done.  Cleaning products like "Goof Off", Fantastic, Low Odor Mineral Oil, razor scrapers, "Solid Surface Cleaner and Polish" for vanity areas, etc. are all being used to get glue from tape, cement, "mud", paint, etc. off the inside and outside of our new home.

Potential buyers of new homes look at model homes that don't have clean up or touch up paint issues, and for most prospects that sets their expectations of how their new home will be delivered.  While I have had previous new homes that needed clean up and touch up paint, my wife and I started off living in a "sea of blue tape", and we are still finding more things to touch up and clean as we live in our new Ryland home.  Some may think this should be expected, but it's the amount of things needing attention OVERALL that has disappointed us.  See my next blog post for specifics.

Admittedly, we are detail oriented, and this can cause us to try to find more things quicker to clean up and touch up. Also, some people don't care if little nicks and scratches, little pieces of glue/"mud", paint on door hardware and tile floors, etc. are ever cleaned up, but we do.   But, what a marketing opportunity for some new home builder to make it a point to deliver homes the way they deliver their model homes.  While it may cost more money up front and delay delivery a bit, the word of mouth advertising would be worth it, in my opinion.   

Ryland Homes (and All Builders) Price Reduction Problem - Brokerblogger

I got a quick answer to my request for a refund of $9,000 (See "Will Ryland Homes "Price Protection" Continue?" from a manager at Ryland Homes.  He said:  "We did just lower our price's of our homes here to try and generate more sales and traffic.  Per our contract, we reserve the right to change our pricing and marketing strategies as we deem necessary.  I do understand your concern but please keep in mind, once things begin to pick up, we will once again begin to raise pricing on our homes.  With all this in mind, Ryland will not be refunding any of the difference in your base price and our new base price."

While this is NOT what I wanted to hear, I was given a quick answer, and I now know that there may be legal a problem for any builder to give a "refund/rebate" to their "already closed escrow" customers.  However, the possibility of any new home buyer having the value of their recently purchased new home going down thousands of dollars due to a price reduction soon after close of escrow is a real problem right now for both the buyer and the seller.

In my area of the United States, this 1/23/08 article "Fall in MB Home Prices Forecast" says that a 2008 report from PMI Mortgage Insurance Co. is predicting that there is a 56% chance that prices will be lower in two years.  So what is a new home buyer, and a new home seller to do?  If you are a buyer, you may want to offer a lower price for a new or resale home no matter what the asking price is.  If you are a seller you may want to offer some big incentives that mean real savings.  Resale home sellers may want to take their home off the market, or be ready to accept a much lower price depending on the local market you are in.

On top of the pricing quandary, there is the possibility of cost cutting going on at all new home builders.  This could affect how the new home is delivered.  It could be a matter of how many legitimate structural and cosmetic complaints the new home buyer has, or just less variety and lower cost materials being used.  This 1/28/08 Indianapolis Indiana article "Battered builders retrench" says:  "California-based Ryland Homes has cut about 20 percent of its work force the last two years, and now employs 75 locally."  This 1/3/08 article "Lowly Faucet Gets A Whack As Home Builders Take Ax To Costs" says:  "The savings potential goes beyond simply substituting lower-quality kitchen cabinets or cheaper carpet. Limited the number of faucet styles, for example, lets builders order earlier and negotiate bigger bulk discounts from suppliers."

I'll be blogging about my Ryland Homes new home buying experience soon, as it relates to how my new home was delivered at the time I closed escrow, and how over 60 repair items (mostly cosmetic, but some structural) are being handled.

1/9/08 Update:  A good friend of mine who is about to buy a new home in the Myrtle Beach area of SC does not like having no price protection after he closes escrow.  So, he has decided to offer a builder, other than Ryland Homes, a price even lower than the newly lowered price set on a "quick move in" home.  He feels that he has the most price protection that way.

Will Ryland Homes "Price Protection" Continue? - Brokerblogger

What difference does it make to the Ryland new home customer if Ryland Homes reduces the price he's agreed to pay before he closes escrow (as depicted in unfinished house photo above) or just after?  None! (2/7/08 Update:  It may make a big legal difference to any new home builder though, as a title insurance officer in Tx. recently informed me.  Since the home's loan, if there is one, can be based on the original selling price, a refund/rebate could present problems for the home builder with all the "sub-prime" lending allegations going around .)  The customer still wants what Dana Rogers (VP of Sales and Marketing for the Las Vegas area) said is most important in this 1/19/08 article:  " 'We asked hundreds of customers what was most important to them and they said they wanted assurances they were getting a great value and that they would be protected in the event of price or rate adjustments,..' ".

Well, Ryland Homes just reduced the base price of my new home by $9,000 within 18 days of my closed escrow, and I sent off this e-mail to Don McDonough and Pat Recio, with copies to Chad Dreier (Chairman of Ryland Group), Gordon Milne (CFO of Ryland Group), LT Nichol, and Eric Elder.  These are all Ryland managers who should have some say in repeating the price protection that may have been given Ryland homeowners in my development, sometime around May of 2007, who had already closed escrow (2/7/08 Update:  There's now, all of a sudden, seems to be a possibility that I misunderstood some of the many people that I spoke to in my development.  The rebate or refund may not have happened at all, and there may only have been a downward price adjustment BEFORE they closed escrow.  I will do more research on this.)   

I said something like this:  "My wife and I are closing on a new style house in S.C. on 1/18/08.  We are Ryland Home fans, because when I found out from a current Ryland home owner that had already moved in that Ryland (without the homeowners having to ask) gave back the difference between the new lower sales price and their (already paid) higher price, I knew that Ryland had INTEGRITY (Merriam Webster's Most Looked Up Word for 2005 = http://www.m-w.com/info/05words.htm).   We are counting on that same kind of INTEGRITY, as we close escrow next month with Ryland at possibly a little higher price than market value......  I am sending this to you (Gordon Milne), because I read what you said in this 12/20/07 article, "The Current State of the Real Estate New Construction Market":  "There is definitely a lot of discounting going on in some cities, Milne says, adding that many builders are offering 5 percent to 20 percent in incentives and price cuts, depending on the community."  It goes on to say, "It's hand-to-hand combat out in the field, Milne says. We look at the competition down the street, what they're doing, and we've got to match it."
Please let us know ASAP if my wife and I will be getting a check back for at least the $9,000 difference in base price.  If the upgrade/option pricing that we paid has been reduced, there is no way for us to know, but I'm sure Ryland's integrity will make sure that Ryland's recent customers have price reduction protection on everything that they just paid to Ryland Homes."

Time will tell, and I will report the results either way.  What is interesting is that Ryland Group Inc. is now on a general upswing curve with its stock price, as shown with this (RYL) 1 Year Stock Chart .  One of the best ways to continue that upswing, in my professional marketing opinion, would be to continue to give "Price Protection" to their customers even up to 6 months after Ryland Homes has the customer's money. (2/7/08 Update:  It may hint of illegalities though - but, in my opinion, it would come down to the intent of the new home builder, and I really believe that if Ryland or any builder did do a "refund/rebate" that their intent would only be to have satisfied customers.  However, I am not an attorney, and I know it is hard to prove "intent".)  "Refunds/Rebates" would assure "great value", and increase sales, I believe.  Online POSITIVE "WORD OF MOUTH" ADVERTISING, as well as Ryland customers talking to Ryland prospects would definitely happen (as it did with me).

See:  "My Ryland Homes New Home Buying Experience "

Praise For Ryland Homes Homeowner's Insurance - Brokerblogger

If the "wind and hail" of a hurricane came along and replaced your house with a pile of sand from the beach (as simulated in the photo above), you would need a good homeowner's insurance policy.  The problem is that it can cost a lot of money if you are in Zone 1 or 2 of the "Windpool" as determined by the South Carolina Wind and Hail Underwriting Association.

Ryland Homes passes on their buying power to their new home buyers by having a relationship with Balboa Insurance Company.  Even though my wife and I are located within Zone 2 of the S.C. "Windpool", our Homeowner's Insurance policy is only $958 per year which includes "wind and hail" insurance.  We got this insurance as a result of a contingency by Ryland Homes that we had to buy homeowner's insurance through them if we wanted up to $3,000 in non-recurring closing costs, and $10,000 in free upgrade options on our new Ryand Home.

When sellers pass on their buying power on anything which results in saving for the consumer, this is a "win-win" situation.  Of course, those savings are not passed on when it comes to the pricing of those upgrade options.  When I comparison shopped some of them, they were very high priced by Ryland Homes (as they are with all new home builders).  But, you do have the convenience of having them in your new home when you close escrow vs. having to deal with them afterwards.  The plus side to doing the upgrades afterwards is that your property taxes will be lower, since they are based on the selling price you pay a builder.  The downside is that you should contact your homeowner's insurance company to make sure you are not under-insured.

Ryland's Verbal vs. Written Sales Incentives - Brokerblogger

The photo is of a graphical depiction of a park that will be built close to the Ryland development they are selling.  It is an "in writing snapshot" of future plans by the developer to build a "buyer benefit" for all the new home builders in the development.  This is what new home buyers need to have a visual, permanent record of what they are being verbally told should happen eventually.

However, when it comes to sales incentives like Ryland Homes paying up to $3,000 in "non-recurring closing costs" (Ryland's definition of what "non-recurring" does not include should be in writing), and $10,000 in free Ryland upgrades, there are no written documents (online or on paper) that state the details and contingencies of those incentives to get them when someone buys a Ryland home.  This places a burden on the Ryland sales agents that have to remember to verbally tell all prospective buyers all the contingencies that materially affect that incentive offering in a clear, conspicuous, comprehensive, comprehendable, and upfront way.  Hopefully, no buyer or seller wants any "misunderstandings", and last minute surprises.

I strongly suggest that Ryland Homes insure that they have proof that they are following FTC guidelines about "Advertising" by putting these details and contingencies on their web site, so that they can be easily changed, as the incentive dates and details evolve.  The only thing on Ryland's web site about these things related to Ryland's in house financing incentive of a lower rate when I put a deposit down on my Ryland home, and I did not use Ryland financing when I bought.

Ryland Homes Sales Policies (Problems & Kudos) - Brokerblogger

Most of what you see in the photo above of a Ryland Homes model home (as well as with most builder's model homes) is an upgrade, like the wood floor, backsplash, kitchen sink faucet, kitchen cabinetry, and pendant lights.  Yet, there is no way for the prospective buyer to know these material facts.  Some builders put a sheet of paper on an acrylic stand in every room that tells exactly what is an upgrade for each room.  Home buyers want to know what will be the approximate TOTAL COST of their prospective home, so they don't want to be unintentionally misled and have their expectations set improperly. 

The Ryland sales reps are not always available to deliniate an upgrade from something standard that comes with the base price of the home.  It should not be their responsibility anyway.  Model homes are a form of advertising, and the FTC says that advertising must have clear, conspicuous, comprehensive, and comprehendable disclosure about the "material facts" of the offering.

The Federal Trade Commission has a "FTC Policy Statement On Deception" regarding their "enforcement policy against deceptive acts or practices."  Notice, this is NOT just for the more traditional forms of "advertising".  The summary goes on to say "First, there must be a representation, omission or practice that is likely to mislead the consumer."

Now, as far as kudos goes, Ryland has a wise sales policy that greatly helped in my decision to buy a Ryland home (See Next Page).

My Ryland Homes New Home Buying Experience - Brokerblogger

Since I just closed escrow yesterday on my new Ryland Home, this series of blog posts will be an ongoing dialog of whether Ryland Homes can withstand the "Test of Time", when it comes to "Appropriate Workmanship Standards and Specifications" concerns.  But first, let me say that I will do my best to be objective vs. subjective, and to keep in mind that my intent is to help Ryland Homes, since the more homes they sell in my new neighborhood the better it is for me.  Also, I want to make it clear that if I have to use tough love and constructive criticism, as well as praise and kudos, it will be done with research first and comprehensive attention to detail.

Today's post is intended to say that dealing with any new builder is a challenge that requires an INFORMED CONSUMER who has done his homework, and has set his own expectations properly.  I say this because I personally know people who have bought a Toll Brothers luxury home for over one million dollars, and another who bought a Beazer Home for a little less than my Ryland Home.  Both had similar mutual communication, buyer expectation, and  "appropriate workmanship standards and specifications" concerns.  They also had some praise for their builders. 

On the second page of this first post will be a short background leading up to my purchase of a new home from Ryland Group Inc. (RYL - stock symbol), which owns Ryland Homes.  Notice how R. Chad Dreier (CEO) says:  "Our constant aim is to deliver quality, value and an enjoyable customer experience with every home we build."  The upcoming "test of time" will uncover if what Mr. Dreier says is just disingenuous "corporate speak" or the truth, the whole truth, and nothing but the truth. 

All new home builders are going to have to learn and adjust to the "Age of Information", and what is said in the "Cluetrain Manifesto".  The beginning of it goes:  "A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies."

Here are the events leading up to my Ryland Homes new home purchase in a "buyer's market" with cost cutting going on with most builders during this Real Estate downturn time.

Setting Realistic, Deliverable, and Measurable Expectations - Brokerblogger

If there is one thing that a "broker" or "intermediary" has to do well, it is making sure that buyer and seller expectations are set properly.

If you are on the buying end of a transaction, "Customer Satisfaction equals the Perceived Value the customer receives from the product or service minus the Cost to the customer for that product or service." according to D. Brown Management.  "Perceived" is the keyword, and "Setting Proper Expectations" is key to the evaluation of "Value Received".  The definition of the word "Perceived" says:  "to attain awareness or understanding of". 

So how do you attain "awareness & understanding"? It is done through Open, Honest, Upfront, and Good (O'HUG) Communication combined with empathy for the other party which is imperative in having all go smoothly.  Good communication, by the way, should be clear, conspicuous, comprehensive, and most importantly, completely comprehended!

If you are on the selling end of a transaction, you should get the same kind of good communication from the buyer on payment terms, as well as feedback on perceived value delivered and measured from buyer expectations.  Here is why:

Levitt Corporation's Seasons at Prince Creek West Clubhouse Plans - Brokerblogger

On 6/15/07 I was e-mailed by a Levitt Real Estate agent this information:  "..., please check the Sun News June 28 for press release re grand clubhouse Groundbreaking celebration."  I just did a search on the Sun News (MyrtleBeachOnline.com) and could not find the announcement.  But, that doesn't mean that it didn't run, or that the groundbreaking ceremonies didn't happen.  (See "Levitt's 'Seasons at Prince Creek West' Still Has No Clubhouse")

I hope the groundbreaking ceremonies did happen, but even if they did, it doesn't mean that the building will be finished and usable in 6 months (January, 2008).  I hope that it does happen, as the people who bought into that development early on were promised these "Amenities and Activities", and they are still waiting for them.

This Levitt news release of 1/23/06 says:  "Levitt Corporation Expands Homebuilding Into South Carolina; Subsidiary Levitt and Sons Opens its First Active-Adult Community in South Carolina, 'Seasons' at Prince Creek West."  So, it now is almost a year and a half later and still no Clubhouse, even though this photo of a street full of model homes (courtesy of "LivingChoices.com") shows a very similar street to where the Levitt "Prince Creek West" buyers are now living.

The image of the proposed Seasons at Prince Creek West Clubhouse in this blog post came from the official 1/23/06 "Levitt Corporation News Release" (the images appear to change from time to time, so the Clubhouse image may not show when you look).  The Clubhouse image sure looks nice, though, and I'd bet that the people who buy into this development will enjoy it.  I'd also bet that the Levitt Realtors that sell the properties really want to see the Clubhouse completed, too. 

So, I wish Levitt Corporation well, as it has a well documented and famous history.  Maybe, the information in this 7/12/07 BFC Financial Corporation Press Release will help.  It says:  "BFC Financial
Corporation (NYSE: BFF) ("BFC" or "the Company"), announced today that it sold 10,000,000 shares of its Class A Common Stock at a price of $3.40 per share for settlement on July 17, 2007. The shares sold by the Company are expected to raise net proceeds of approximately $32 million after underwriting discounts and commissions."  It goes on to say:  "The Company intends to use the proceeds of the offering to support Levitt Corporation either as a result of the proposed merger with Levitt or, if the merger is not consummated, in connection with Levitt's previously-announced intention to pursue a rights offering and for general corporate purposes."