Sofai L.
20 Nights in a Hotel, DR Horton's Error, Our Family Paid the Price
The home itself is good quality, no complaints there. But the experience getting into it was one of the most stressful things our family has been through, and it did not have to be. We are an Air Force family. My husband is a recently retired First Sergeant. We relocated from Biloxi, Mississippi to Haines City with four children, and we did everything DR Horton asked of us at every step. Their sales representative Marcus set our Florida closing date as May 8, a date that was never reconciled against our signed purchase contract, which clearly stated a May 20 closing on our Mississippi home from the day it was executed. Marcus has since left the company. No one caught this error. Not during his departure, not when Melina took over our file, not at any point across the months this sat unreviewed in their system. We found out on April 30, the day before we had to vacate our home. We were told by Tom, the regional manager, that DR Horton would rather cancel our contract and relist the home for more money with fewer buyer incentives than work with us to fix a problem their own team created. Mike Avendano, the local manager, offered nothing. Mike Flowers at DHI Mortgage sent us a single email claiming he had called and left voicemails, calls and voicemails we never received. We ended up in a hotel for 20 nights with four kids and a packed moving trailer. We asked for lodging reimbursement and a goodwill concession. Both were denied. No one took accountability at any level. This was not our first concern with this team. In March, Marcus asked us on a phone call whether we would be willing to sell our Mississippi home at a loss to secure the Florida purchase. We filed a formal complaint. We were told he had to stay on our file because the deal was already in motion. We accepted that and moved forward in good faith. That good faith was not returned. We are home now. It hurt at the beginning, but we are resilient, we are with every move we have done. It is up to us to make it a home. We always will. But military families deserve a builder that treats them with the same commitment they brought to serving this country. DR Horton, you can do better than this.