ComplaintsforMeritage Homes Corporation

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2022 - Present I purchased a home from this vendor and the first winter(3 months later) my walls began to crack on the joints. I made this issue apparent and an appointment was made with ***************************** where he attempted to blame a supposed "slab curl" due to myself installing a lawn and watering it. He suggested the movement would be minor so I accepted the explanation and took his advice to wait a little further into my warranty ***air in case anything else came up. In doing this the crack stayed for a few months until March when the temperature increased and it then nearly disappeared only showing a hairline crack from where the paint slip. Unhappy about this I called ******** for the ***airs and was able to get just that 1 hairline crack filled and painted. Fast forward again to winter months and in November/December this crack opened back up with dozens located elsewhere in my home so I gave it a few weeks before calling Meritage again to address the issue. By the time their **** made it out there had been rain for several days so they immediately attempted to blame "slab curl" due to the rain and ordered a grade inspection due to myself installing landscaping that I quit watering a few months prior. This inspection they ordered showed a grade issue in the front yard that was part of the landscaping they sold to me and proceeded to cite this, myself already having a warranty ***air and being outside of 1 year as a reason not to address my concerns. I asked *************************** the new *** in charge of my case for information regarding the vendors and was ignored. The post tension slab that is designed to prevent any of this was never inspected.I would like for a 3rd party inspection paid for by Meritage to determine the true cause of this issue in the winter. In the event that there is an issue with the framing or post tension slab I would like Meritage to cover any and all ***airs.

  

  Business response

  08/19/2024

  BBB,

  The closing date for this home was 9/14/2022.  Unfortunately, the home is currently experiencing slab curl, with drywall cracks appearing at the lid lines.  Upon our initial inspection, it was noted that the back yard has only been partially landscaped.  The original grading drainage has been eroded, and the homeowners French drain catch basins were found to be clogged or covered by gravel.  Our framers inspected the attic and found no issues. Additionally, our drainage inspection revealed several areas with poor grading.  All of this information was thoroughly explained and provided to the homeowner, resulting in a formal denial letter being sent.  There is no further action to be taken by Meritage homes in this matter.

  Best Regards.

  Meritage Home

  Customer response

  08/19/2024

  I will again make my statement that this home is not experiencing the false claim of slab curl and in no way does drainage have anything to do with the issues occurring in my home. These slabs have post tension cables in order to keep the falsely claimed slab curl from happening. They have not received a contractors opinion on what they are stating and have only sent customer service **** to my home. The backyard was indeed landscaped and in their own grading inspection shows there was no issues in the backyard. Their inspection report did however show an issue in the front yard where I have made no changes to the grade and was sold to me this way by Meritage. I will again state that these issues have only come and gone with temperature changes as it is now summer and raining with no visible cracks shown in the pictures. I do not accept the fact that I will have to deal with 1/4 gaps in my walls every winter and I will again ask that the resolution to this be that Meritage homes obtains a third party inspection from a license contractor who will either support or deny their claims.

  Thank you

  

  Business response

  08/21/2024

  BBB,

  Our initial response provided a clear explanation of our findings.  Meritage Homes will not pursue any additional actions regarding this matter.  This warranty claim has been closed as resolved.

  Best Regards,

  Meritage Homes

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty claim was opened for ac issue. As soon as the claim reached 10 days open, the claim was marked as completed. Service provider was scheduled to show up a week later from when the claim was completed. This company provides false information for claims being processed within 10 days. If it has not been completed then it should stay open until the issue is mitigated.

  

  Business response

  08/16/2024

  BBB,

  Our customer care manager had a discussion with the homeowner regarding closure of the claim.  The claim was initiated on 8/9/24, but the earliest inspection date was August 23rd.  It was conveyed to him that the claim would be closed temporarily and re-opened the day before his appointment due to the extended wait time for the initial inspection.  Our homeowner expressed appreciation for the detailed explanation and confirmed that no further action is needed at this time.  We kindly request that you consider this matter resolved and close the complaint.

  Best Regards,

  Meritage Homes

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When the house was construct** and when they install the drywall, they just push** the all inward without taking care of the ** tube, so the tube was crash** into thin layer, after 3 yrs, the sharp angle gave out and start** leaking, they accept ** the claim at first and ask for report, but then reject** it without any reason

  

  Business response

  08/06/2024

  BBB,

  Our Charlotte ******** department has submitted reimbursement for the repairs. They should have check this week. This is in process and we will update the homeowner once the check is processed. We thank you for your patience in this matter.

   

  Best Regards,

  Meritage Homes

  Customer response

  08/16/2024

  This is a continuance of complain ******** I was informed that a check will be send to me by YESTERDAY, that's why I didn't update the ticket before you close it, and I talked to the agency today since there's still no check. Now I was told that they are still waiting for corporate to approve and the check should arrive no later than the end of NEXT week. Since this is not even processed, and I'm not sure why you're told that I should receive the check by yesterday, I would like to have this complain opened until I actually receive the check Thx, chan
  

  
  

  

  Business response

  08/26/2024

  BBB,

  This check reimbursement is in process. We sincerely apologize for any delays that may have occurred as this moves through the accounts payable process.  Please rest assured that we are actively working to resolve this matter promptly. Thank you for your patience an understanding.

  Best Regards,

  Meritage Homes

  Customer response

  08/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed on my home on 1/27/2023 and was given several warranties for my new construction. All of my tickets submitted for the 1 year builders warranty was denied. Last month, I created a new ticket because the kitchen electrical outlet stopped working. I was given a 2 year warrant on electrical. I noticed that in their portal it said that my appointment had been scheduled but I had never confirmed anything. I called several time before advising that if someone did not call me back that I would be filing a complaint with BBB. I got a call back and scheduled and confirmed an appointment for 8/1/2024 between 12-4. No one called or showed. I called their customer service on 8/1/2024, and was advised that they called dispatch. I never heard anything back. I then emailed ********************, the person that called me, sent the email for the appointment and confirmed the appointment was accepted in Outlook, but it has been 48 business hours and I still have not received a response back. I just need my repairs completed as the warranty state.

  

  Business response

  08/06/2024

  BBB,

  There was a misunderstanding of the original appointment, we apologize for that.  It was scheduled between 8am-12pm, homeowner states that she confirmed an appointment for 12pm-4pm.  As a result, no one was home when the trade arrived.  The electrician has been confirmed for 08/07/24 between 8am-12pm and our customer care representative is contacting the homeowner to reconfirm that appointment.

  Thank you for your understanding as we bring this matter to resolution.

  Best Regards,

  Meritage Homes

   

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I trust that this message reaches the appropriate individual. I am writing to express my deep disappointment concerning my recent property purchase from your esteemed company. It is disheartening to discover water leaks in my new home within such a short time. The lack of water for several days has caused significant inconvenience, impeding my ability to carry out basic tasks and fulfill work and fitness commitments. This predicament not only jeopardizes my financial stability but also reflects poorly on Meritage. It is concerning that these properties were marketed with subpar plumbing and the presence of mud and water in the streets creates a negative impression on potential buyers. While I am grateful for *************************** assistance, it is evident that additional support is imperative. I am disheartened and hopeful for a swift resolution, as I find myself questioning the soundness of my investment. This situation reflects poorly on Meritage and has put a sour taste in my mouth. Properties with faulty plumbing should not have been offered to the market and the sight of mud and water in the streets is detrimental to potential buyers viewing empty homes. I truly appreciate *********************** for his exceptional help, but he cannot address this issue alone. Once again, I am deeply disappointed and feeling a sense of ********* from a previous home where I was meant to move in, but it ended up flooded. I genuinely hope that this has not turned out to be a poor investment. It is quite disheartening to be sitting in this house without any water.

  

  Business response

  08/01/2024

  BBB,

  This homeowner had 3 leaks at his water meter since moving in 3 months ago. We sent a new plumber out for this repair, since the original plumber was unable to successfully make the repair. Currently his water is back on at this time.  Our manager spoke with him this morning 8/1/24, and sincerely apologized for the repeated issue and inconvenience.  He reassured him that we are working on a plan to alleviate any repeated plumbing issues in this particular community including having the county water department do a pressure test for the entire community.  **************** seemed reassured by the call from our manager and once again expressed his appreciation for the construction managers efforts.  We have this resolved, and we'll be communicating with our homeowner any updates/findings from the county water department on the water pressure.  Our warranty team, manager and construction manager remains available to **************** should he have any further concerns or questions. We want to thank **************** for making us his builder of choice.

  Best Regards,

  Meritage Homes

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repeated violation of construction laws and allowed times. Meritage homes and borderland construction constantly begin construction anywhere from 3 to 5 AM daily while the law requires that they not begin construction Monday through Friday until 7 AM. We have multiple videos and have filed multiple complaints both with the town of ****** And PD. This problem continues on a daily basis and no one is doing anything about it. In addition, they have failed to notify us a road construction that puts us in a perilous and unsafe situation when trying to exit our neighborhood which only has one road. They have reduced the size of our single road to the point that two vehicles, a regular vehicle and all the multiple construction vehicles that are coming through on a daily basis has made it impossible for two vehicles to pass at the same time wouldnt be a problem if they had not limited the road to being so narrow that theres no room to move out of the way so these giant monstrosity of trucks can get through. We have been put in a very unsafe and dangerous driving situation and were told that because they dont think its going to impact anybody they didnt have to notify us who currently live in the area .

  

  Business response

  08/02/2024

  BBB, 

  Our land development manager has left the complainant a voice mail, as of today he has not heard back. He also had communication with the town of ****** about start times and verified that M-F we can start at 6:00 AM and 7:00 AM on Saturday and 9:00 Am on Sunday.  We will continue to talk to the boots on the ground and their supervisors about how important it is to be a good neighbor.  We are confident this will be resolved as soon a possible. He hopes to communicate shortly with the complainant to reassure them of our commitment to work together.

  Best Regards,

  Meritage Homes

  Customer response

  08/02/2024

  we are very aware of the construction times as allowed by law however, Meritage homes has continued to allow construction to begin outside the legal hours. The town of ****** has done nothing Meritage homes has done nothing therefore we want this situation resolved now. Please stop lying to us. We live right across the street from the construction, and we see and hear it every day of the legal hours of construction 

  

  Business response

  08/08/2024

  BBB,

  The complainant has not responded to our land manager's attempt to address the issue.  We kindly ask for your intervention in this matter as we work together to facilitate a resolution.

  Best Regards,

  Meritage Homes

  Customer response

  08/08/2024

  I left a prior message with the company. And I just tried to call back again and the voicemail box is full so I am unable to reach Meritage homeless representatives. So the statement is an accurate saying that I am neglecting to reach out.

  

  Business response

  08/14/2024

  BBB,

  Our land development manager had a conversation with the complainant today.  He requested pictures/videos or a contractor name for further follow up. He assured her he will be her point of contact for anything related to Meritage Homes in the future, and she does understand we have a job to do. She did express appreciation for his assistance.  We feel this is resolved between both parties as we'd like to be a good neighbor during the construction of our Meritage Homes.

   Best Regards,

  Meritage Homes

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, I am having difficulty with home builder Meritage Homes. I purchased a new home less than a year ago. On Sunday, tiles became dislodged off my roof. When I submitted a warranty service claim it was denied and they cited that they aren't responsible for storm damage; as though a tornado ripped the tiling off the roof. No other houses on my block had any damage and there are no down trees or power lines. The wind speeds that day were not excessive; topping out at 28 mph. A very normal wind speed that a tile roof should be able to withstand. The company refuses to come out and service the roof. They are also ignoring my emails as I continue to try to get them to resolve this issue. Their service technician has now become defensive and combative via text messages regarding the lack of service on the roof and a failure of service that he attempted to provide regarding a malfunctioning garage door that is leaving my garage door open and exposing my house to potential damage or issues. This poor craftsmanship and awful service should be highlighted in the name of public safety at this new-home community while they continue to sell houses for around $500K. Paying this kind of money to be ignored when the failures revolve around their construction process, and subsequently around their lack of post construction service, is a public safety issue. I've purchased 2 other new construction homes and never had such issues with construction or service. Any help you could provide would be greatly appreciated.

  

  Business response

  07/26/2024

  BBB,

  Our Phoenix warranty manager is coordinating a roof inspection with the homeowner, this information should have been communicated already to the homeowner.  Upon receipt of the roof inspection report, we will share the findings promptly with the homeowner. Meritage Homes is committed to updating the BBB once this process has been completed.

  Best Regards,

  Meritage Homes

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased the house I was not informed that I would have to access the attic to pour down Vinegar down the A/C pipes once a month and change filter every 3 months. Ceilings are extremely high. Access to attic is in the laundry room. We are over 60 yrs old and it is a liability. I found this out because during the walkthru an A/C technician was there repairing the unit and out of curiosity I asked how repair was going and he told me all good. That I would only have to access once a month to pour the vinegar and change filter. This is an expense that was never disclosed. If we can't do it we have to pay someone to do it. I would like the builder to install a pull down ladder to access the attic.

  

  Business response

  07/25/2024

  BBB,

  Meritage Homes does not provide installation services for a pull-down ladder.  However, we recommend that the homeowners contract a reputable service provider in their area for this specific service.  They can also search the BBB for providers who offer this service.  There is no action to be taken by Meritage Homes.

  Best Regards,

  Meritage Homes

  Customer response

  07/25/2024

  I do not accept this response.  I purchased a new home which should be safe and it is not safe going into an addict that ha no adequately equipped access.  Specially when you do not inform buyers of the maintenance situation.  This is not ADA **********  My problem is with not disclosing the constant maintenance that has to be done.

  

  Business response

  07/26/2024

  BBB,

  Meritage Homes provides a comprehensive homeowner manual to all new homeowners.  This manual contains essential maintenance and care tasks that will assist homeowners in preserving the value of their home, preventing damage, and ensuring the longevity of their property.  By following these guidelines in the manual, homeowners can keep their house and major mechanicals in optimal condition for many years to come. 

  Again, there is no further action to be taken by Meritage Homes.  We thank you for making Meritage Homes your builder of choice.  We respectfully ask BBB to close this complaint as answered.

  Best Regards,

  Meritage Homes

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a problem with the granite countertops in our house . It was a new house that we moved into in February of 2022. I have been working with various warranty people at Meritage Homes. They kept telling me that they needed approval from upper management to complete my claim. Then they would be transferred or fired and the process had to start all over again. I do have records that show I have been pursuing this problem since the time we moved in. If they were not going to remedy the countertops they should have told me sooner so I could file a complaint.

  

  Business response

  07/26/2024

  BBB,

  Our construction VP spoke with ************ last evening.  He explained to him that we're in the process of researching his concerns. He has committed to giving him a response by July 30th. We will update the BBB once he concludes his research into this matter.  We thank you for your patience.

  Best Regards,

  Meritage Homes

  Customer response

  08/02/2024

  Meritage Homes has contacted me and explained that my original warranty claim slipped through the cracks. I have been contacted by **** the construction VP and ***** the customer service rep in regards to our granite countertops. They have agreed to contact their supplier and come out to resolve the problem Nothing has been settled at this time and I do not have a timeline for the replacement of the grainite. I would close the claim once a satisfactory solution has been addressed.
  Thank you,
  *****************

  

  Business response

  08/07/2024

  BBB,

  Our construction manager has been in contact with ************.  He explained that we will have a company scheduled to clean, re-seal, and buff the countertops to address his concerns.  Once complete, our construction manager will inspect the counter tops with ************ to ensure the resolution is acceptable.  Currently, we are working with our trade partner ILG to coordinate the scheduling, and we're expecting to have a date confirmed no later than next week.  Thank you for patience in this matter as we work together with all parties.

  Best Regards,

  Meritage Homes

  Customer response

  08/08/2024

  I have agreed to let a 3rd 'party vendor working with Meritage Homes come to our house and attempt to clean, buff and reseal the countertops.   I have previously had a third party come out to inspect the countertops and they indicated they are not repairable. I am willing to let the Meritage vendor attempt his repairs. After this has been completed we will review the results to see if the repair is satisfactory or replacement would be required.

  *****************

  **********************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new house last year. Builder (Meritage) warranty covered the house for the first year. House currently has almost zero water drainage gradient to the street. Every time it rains the water pools in the side yards. Warranty claim was filed with Meritage. Meritage performed a drainage survey (please see attached) and confirmed inadequate drainage. Please note the elevations on both sides of the structure. Grading towards the street is around an inch, almost negligible.While we were away on vacation, the builder, without any notification or permission, put grass sods and further blocked the water drainage. On our return I asked Meritage's agent about the sods, he completely denied that he had anything to do with it. Then on July 11th 2024, he sent an email stating these were Meritage contractors to "provide goodwill". Pictures attached were taken after a small shower, before the hurricane *****. Please note the standing water and how the placed sods have made the drainage worse. Also, during the recent Hurricane *****, our house lost electric power and connectivity. Meritage used this time to deny warranty claim stating "lack of access" to the property.I have sent email reminders hoping Meritage will properly fix the drainage gradient and repair my side yard that was damaged by placing dead grass sods.

  

  Business response

  07/25/2024

  BBB,

  Our customer care manager had an inspection today, and confirmed that the drainage system is functioning as intended. With recent heavy rains in *******, it is expected to see some water accumulation in the swale during these conditions. It was noted during the inspection that the homeowner had installed a makeshift sprinkler system in the swale which unfortunately voids the warranty of the drainage system.  At the homeowners request, we will be removing the sod that was replaced as a courtesy.  At this time, there is no additional action required by Meritage Homes. Should the homeowner have any further questions, our warranty department remains available.

  Best Regards,

  Meritage Homes

  Customer response

  07/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩