Action: Leak became lengthy nuisance

My family purchased a Lennar Home in the Stagecoach development in Land O'Lakes during February 2000. Although at first we were very happy, within three to four months, we experienced a major water leak in our living room area. We requested repairs in writing. Shortly thereafter, Lennar made an attempt to repair the problem with no success. Since that time, my wife and I have submitted seven or eight customer care request forms to have the problem fixed. Our carpet was also damaged by the water. It is mildewed and smells.

As of Aug. 31, the problem has not been resolved. The carpet has been pulled back for over two months. Lennar also damaged some of the outdoor lighting and removed landscaping while trying to fix the leak. With children in the home are living with an obvious health risk. We only want the damage repaired, the carpet and padding replaced in the home and the landscaping replaced outside. Mark and Jamie Kott

Response: Sheri Ferris, customer care coordinator for Lennar Homes in Tampa, said the company is aware of the problems you experienced because of the leak. Unfortunately, the source of the leak was not immediately apparent and, as a result, other solutions had to be tried. Until the leak was fixed, Ferris said the carpet, lights and landscaping problems could not be addressed. The leak has now been repaired, she said. The lights and landscaping problems have already been resolved, and the carpet contractor contacted. She apologized for the length of time this has taken.

Displaced dishes

In late July, I had two packages of my aunt's heirloom dishes shipped from Stoughton, Wis., to my home in Largo by FedEx ground. They were to arrive Aug. 2.

The dishes did not arrive. I have called FedEx several times to be told "they were left in your garage." I do not have a garage. "Oh, maybe they were left in a shed." I do have a shed, but it would be impossible to place two large boxes in it without my finding them. "Oh, maybe they were left in a carport."

Nobody from FedEx seems to know where the dishes were delivered, and what is worse, no one seems to care. I have a list of people I have talked to at FedEx and I have been promised "someone will call," "the driver will stop by and show you where he put them," and "we will check and get back to you." Obviously, none of these things have happened.

These dishes were from a aunt now deceased and are precious to me. Filing a claim will be difficult since the dishes are no longer made. Eighty pieces were shipped in all. I cannot tell you the loss I feel. I want the dishes that I enjoyed many happy meals on with my favorite aunt. Is there anything you can do to help me? Thank you so much. Shyrle Cobbs

Response: Janet Ashmore, customer relations representative for FedEx Ground in Memphis, Tenn., apologized for the circumstances which prompted your letter. She said FedEx's electronic scanning and tracking records indicate that the shipments were released on Aug. 2. A trace was initiated on Aug. 10 when you reported you had not received the packages. Regrettably, FedEx has no further information about the location of your shipments.

Ashmore said it is understandable that you are disappointed, especially since the missing packages contained a family heirloom. She said a copy of your correspondence has been forwarded to the company's executive management so that it, too, will you know how distressed you are. In the meantime, she said a claim has been submitted by the sender in Wisconsin and FedEx's cargo claims department has already responded. You should contact the sender for further information about the claim.

Internet service

On May 8, I prepaid for Internet service with Hitter.net. Shortly thereafter, Hitter Communications discontinued its Internet service and notified us that our account was being transferred to EarthLink. Sometime in July, after receiving my new EarthLink account information, I was informed by it that Hitter did not send it the $119.40 I had paid. The canceled check shows that Hitter Communications has deposited this money into its account, but I receive no service from it and am paying EarthLink for the service I now have.

I would really like help in getting this money refunded to me and stopping this round-robin of who is responsible for doing so. All my efforts have been in vain. It may not be a lot of money to some, but it is to me. Cathy Fontechia

Response: Thanks for letting us know that you had a conference call with Hitter and EarthLink, the result of which is that you will receive two years of Internet service with EarthLink. We also heard from Tom Rohrig, controller for Hitter Communications, who said he would contact EarthLink to help get this straightened out. We're glad this appears to be the case. Let us know if you have any more problems.

- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, (727) 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

Requests will be accepted only by mail or voice mail; calls cannot be returned. We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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