On 60 Minutes this week, the new Jobs Czar, Jeffrey Immelt, CEO of General Electric asked why people don’t cheer for the success of big business. He claimed that people in other countries take great pride in their flagship businesses.
Jeff, I wish that I had a personal story about GE, but I’m sure someone does. We’ve all got stories of encounters with big businesses. I’d like to tell you about Richmond American Homes.
About a decade ago, my wife and I were shopping for a townhouse. There was a construction boom in our area so we found several model homes to review. The one we liked best was by Richmond American Homes. Since the home hadn’t been built yet, we got to select the floor plan and a number of options. It was the American dream, modestly speaking.
Now, flash forward nine years. The wood around the front door and garage door was rotting. That’s not right. We repainted a few years before. With a vague memory of a ten-year warranty, I called Richmond American. That wasn’t as easy as it seems, since they close down and open up offices as they start and complete developments. Anyway, I tracked them down and was told that Richmond American only handles the first two years of the warranty. Then, they pass the responsibility along to an insurance company. They gave me the address.
I wrote a letter to the insurance company and included photographs. They asked me to read my policy. The only document with their name on it was a “Sample” policy. The word “Sample” was stamped on every page. But, apparently this was also their actual policy, and it clearly stated that the warranty did not apply to water damage. I asked what possible defect on the exterior of a house would not involve water damage? They simply reiterated that rotting wood was a sign of water damage and they didn’t cover water damage.
I looked around the neighborhood and found that virtually every home had damage similar to mine. I decided to put together a class action law suit. My damages were only a few thousand dollars, hardly enough to interest an attorney, but everyone together—well, that would get the juices flowing. I went door to door with the goal of gather 20 names of people willing to be part of the class. Once I found a willing lawyer, then I could go after the hundred or so others.
One home owner declined to join the suit. He said that the houses were built according to code and so we didn’t have a leg to stand on. That got me thinking. How did he know they were built according to code? I contacted the county and learned that all wood used on the exterior of homes had to be weatherproof. The wood on our homes clearly wasn’t.
I called around. Several local attorneys were not interested in suing a big company with deep pockets. Then, I found someone who would talk to me. I brought him my information, and he agreed to look into our chances.
Three days later, he got back to me. Home builders had convinced the legislature years ago to pass a law that said code violations could only be enforced within two years of the completion of construction. Home owners only had two years from date of original purchase to sue the builders over faulty construction.
In other words, home builders in the state of Virginia—and probably other states as well—could commit any violations that they could paint over and were immune to customer complaints.
Repairs cost me $7,000 from my retirement fund. I could have done it cheaper. Some of my neighbors simply calked over the rotting holes and repainted. But, I wanted the job done the way it should have been done in the first place.
So, when Jeffrey Immelt wants to know why Americans don’t trust or cheer big business, he needs to be reminded of how big business legalizes fraud, and makes themselves immune to redress.