Charleston Division Office by D.R. Horton — Local services in Charleston

AWFUL EXPERIENCE FOR NEW HOME BUYERS! I purchased a new build January 4th 2023. The day of my closing I contacted the builder after noticing a crack in the concrete of my driveway. I have been told they would take care of this under my 1 year warranty from the builder as well as the customer service representative Jake for the entirety of my 1 year home warranty. I have a dozen email and text threads communicating my service request and I have been blown off time and time again. I am now on month 15 of owning my DRHorton home and was told for the very first time that “it was determined that DRHorton would not be responsible for fixing my cracked driveway”. I have text messages and emails where they have stated the damage came during the construction of other homes being built. I have also had other services scheduled with DrHorton for painting repairs, where I have had to miss an entire day of work and no one ever showed up to my home. When I contacted my customer service representative he put the blame on the paint company and said "im not sure why they didnt show up". I was not contacted by the rep again but instead contacted by the painting company. When I asked the vendor why they didnt show up for my appointment, I was told that it was never scheduled prior and they just received my request right before reaching out to me. I have attempted to escalate my requests and discuss my terrible experiences with Travis who I am told is a leader. It has been 5 days since we have discussed my concerns and once again I have not been contacted to discuss ANY resolution. This company was outstanding when I closed on my home and asked MULTIPLE times for a positive review, however when I have requested their assistance and communication they have dropped the ball time...

At this point we have requested warranty work to be completed for our 11 month walk thru. It has been arduous, at least 7 visits and still not completed. We have a bowed truss which still hasn't been addressed and a cool air leak where the warranty company doesn't have the tool to verify it has been repaired. We have workman's equipment left in our house with request to pick up but not complete the actually work needed. One thing gets "fixed" and another is broken until days later the original request is back to being broken. We have been locked in our master bathroom many times because the door hasn't been repaired. Now the HOA is issuing citations for stickers on cars and pine straw discoloration in the winter. In the meantime Dr Horton has planted dead trees throughout the property. The actual preservation lands have been developed and trees that are protected either destroyed or removed. The HOA is highest in the area at $1725/year. The other reviews are not of actual residents....

When we bought our home we had never had a house with a warranty before, so besides the quality of the construction, the warranty was a BIG selling point. I will say the pandemic caused it to be a very long process and we have had 5 different warranty reps, but 2 reps in particular REALLY MADE this an OUTSTANDING experience. Scott Bardfield and our last rep Boyd Brim really MADE SURE EVERY LITTLE THING WAS COVERED regarding our new home warranty. They both clearly went above and beyond. There were a few things out of there control, so they did everything they could to make up for it. All in all, it was a challenging process, BUT after our experience, we would definitely buy another DR Horton home. They did what they said they would do and then some, so DR Hortons word is good and it is because of Scott and Boyd. We know their job is not easy, they worked really hard to make sure they left a great impression, and they succeeded. Boyd and Scott have earned our trust...