Complaints

This profile includes complaints for Taylor Morrison's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Taylor Morrison has 23 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Taylor Morrison

  4900 N Scottsdale Rd Ste 2000 Scottsdale, AZ 85251-7656

  
• 

  Taylor Morrison - Sacramento Division

  81 Blue Ravine Rd Ste 220 Folsom, CA 95630-4735

  
• 

  Taylor Morrison Northwest, LLC

  13810 SE Eastgate Way Ste 410 Bellevue, WA 98005-4425

  
• 

  Taylor Morrison - Atlanta

  4400 N Point Pkwy Ste 295 Alpharetta, GA 30022-2493

  
• 

  Taylor Morrison - Charlotte Division

  11405 N Community House Rd Ste 150 Charlotte, NC 28277-4430

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we purchased our TM home in December of 2021, we paid for upgraded cabinets. When they were installed we were horrified. The cabinet contractor, Primera, had incorrectly drilled the hardware holes on nearly ALL our kitchen and bathroom cabinets. They tried to fill the holes and their patch jobs were awful. When we agreed to move in without the cabinets being fixed, TM assured us new cabinets were on order and would arrive and be installed within 8 weeks- this was over a year ago. We have attempted several times to get TM to get Primera to come replace our cabinets or at least offer a refund so we can get it done ourselves. Neither of these things has happened. We have to spend time out of our day to follow up instead of TM taking the lead, which is their responsibility. We are extremely disappointed in TMs lack of action and concern for incomplete and shoddy craftsmanship. They continually pass the buck and claim they are trying to get in contact with Primera instead of taking charge and either giving us our money so we can get our own cabinet company to work on it or contracting with a different company to get the job done. How long does TM think is an appropriate amount of time for them to not fulfill their contract? How long do they think is acceptable for a homeowner to live with an incomplete house? We chose TM because we heard they were a reputable company but we are finding this not to be true. They seem to care more about getting your money and getting you in the house than they do about fulfilling their responsibilities and ensuring their homeowners receive what they have paid for and frankly, what they deserve. If they are unwilling and unable to complete the job we demand a refund of what we paid for all our cabinets so we can get it done ourselves. We are tired of waiting around for a company that has acted as if they have no desire to fulfill their contractural obligations.

  

  Business Response

  Date: 02/21/2023

  Taylor Morrison values its customers and takes great pride in being ********* Most Trusted Builder for the eighth consecutive year. In a show of support of its customers even after closing, Taylor Morrison Limited Home Warranty Program is designed to provide our customers an appropriate and convenient method for asserting claims, to ensure that each consumer's home is built in accordance with the building plans and specifications, industry standards and meets all contractual requirements as detailed in the Purchase Agreement.
  
  The customer's concern is the length of time it is taking for her cabinet drawers and doors to become available from the manufacturer.   We have reached out to our trade partner for an update when we can expect the new cabinet items to become available. We were advised they would be arriving the week of March 6th.  Our trade partner has been in communications with the consumer and apologized for these long delays with the cabinet order.
  
  We thank the consumer for choosing Taylor Morrison as their home builder and do apologize and sincerely regret any frustrations they have experienced in this matter.  Delivering a quality home with excellent customer service remains our focus and promise to the consumer. We thank the consumer for choosing Taylor Morrison and ask the BBB to consider this issue resolved.

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To reiterate our position, we are well qualified buyers who have already been through the final approval process. We are also using Taylor Morrison home funding, thus allowing TM to capitalize not only on the home sale, but the mortgage and historically high interest rates that accompany. We have paid the ******* money back in June 2022 and have paid to lock in our interest rate. We have kept up our end of the deal at every stage and in a good faith effort, we are pleading for Taylor Morrison to do the same.The pavers only cover about 2/3 of the driveway Uneven, sloppy pavers in the completed areas Unfinished, sloppy stucco throughout the entire home Unfinished stucco with major globs of material where the stucco meets the ground, simply covered up with mulch Counter in the bathroom with a large, visible seam Uneven, sloppy drywall with visible seams Concrete issues around the back slider Decorative molding in stucco is uneven Not leveling off the plot, leaving yard in slope Our current demand is as follows $12k Rent and storage $3k month * 4 months $25k for new cabinets if Taylor Morrison is unwilling to replace $5k for replacement of moldings if Taylor Morrison is unwilling to replace $40k reduction due to current market conditions

  

  Business Response

  Date: 02/21/2023

  We have been in communication with the consumer and have addressed the workmanship concerns they have listed. We also have a follow-up call with the consumer to finalize a concession for the delay on their closing date. Taylor Morrison and the entire team remain committed to the completion of this home as expeditiously as possible and will remain in communication with the consumer to resolve any further concerns with them directly. We thank the consumer for choosing Taylor Morrison as their home builder and consider this matter resolved.

  Customer Answer

  Date: 02/24/2023

  
  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

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a house from them in **************** Lot 326 and it is still under warranty. We asked them to fix or replace the broken counter in the kitchen. They refused. The counter had a very hard to see crack in it which went unseen initially. Once we started living in it and cleaning the counter you could see water pooling in the crack. So now a piece has popped out. We want the counter fixed or replaced under the warranty. *********************** is a representative of Taylor ****** is trying to shake us down for $400.00 to fix it. This should be a free fix under the warranty. We want it fixed. We have been asking them to do something about it for months. They told us someone would call and never called. We want it fixed.

  

  Business Response

  Date: 11/12/2021

  Good Afternoon, this home is in ********** or the ********, we are responsible for the ******************* area only. we would like this placed in the proper area for the BBB and clear it off of the ******************* divisions BBB.

  thank you in advanced for your help.

  if you have any question please contact me ************

   

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

  Senior **************** Manager

  

  Business Response

  Date: 02/23/2023

  Thank you for allowing us to address the Consumers concerns.  In a show of support of its customers even after closing, Taylor Morrison's Limited Home Warranty Program ("Warranty") is designed to provide customers an appropriate and convenient method for asserting claims, to ensure that each valued costumer's home is built in accordance with the building plans and specifications,industry standards, and meets all contractual requirements as detailed in the Purchase Agreement ("Purchase Agreement"). Each of these provisions are reviewed and accepted by a prospective buyer prior to closing on a Taylor Morrison home. The Limited Warranty is designed to provide customers with a convenient, responsive, and easy-to-use method of asserting warranty claims to ensure Taylor Morrison's Quality Standards set forth therein are followed to avoid any misunderstanding by the consumer.
  
  When the Consumer originally submitted a warranty claim for the damaged kitchen countertop, our Warranty representative determined that the damage was caused post-closing possibly by an impact of some kind; therefore, Taylor Morrison originally denied a request for replacement or repair.  In an effort of good faith, Taylor Morrison has offered to repair the kitchen countertop, and the Consumer has accepted our offer of repair.
  
  We thank the Consumer for choosing Taylor Morrison as its home builder.  Taylor Morrison respectfully requests that the BBB consider this matter closed.

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My new construction home by Taylor Morrison was closed on 12/28/2022 without finishing many work. They tried to close even before that by not doing many of the work and I had to escalate it multiple times to get a good amount of work scheduled for the last 2 days. Even after all those troubles, there were a good amount of work pending. But with an exception list, we closed the sale on 12/28 with the expectation that they'll fast follow up and finish all the work. It is now more than 3 weeks after closing and some of the works are still pending. We've to move-in this week(already postponed it twice) and worried. You only care about closing and don't care about the work completion.Please finish up the pending work this week itself and also train your supervisors to plan and schedule tasks properly so that buyers will not end up in situations like this. I've seen some homes in the same community getting closed smoothly during this time frame. Couple of items in exception list is understandable, but this was too many. So please fix my remaining items by treating it with priority as many tasks are more than 6 weeks pending. Listing the major items which was agreed to be fixed(There are other items as well which is needed and fast followup):1. Multiple windows and screens to be replaced and some locks to be fixed. They said they'll come later this week. I hope they will come with extra windows as some locks and frames have issues and may need replace as well. Don't want another delay there. This is a security issue, so want to get it fixed soon 2. Missing blind installation in master bedroom and front entrance which causes privacy issue and looking to get it before moving in.3. Bathroom Mirrors to be replaced 4. Kitchen Cabinet scratches and might need replacement. I've reported it much earlier and it is still not done. One cabinet glass has stickiness to be removed/replaced 5. Floor plank scratch fix/replace 6. Front door and garage paint(after fixing drywall issue)

  

  Business Response

  Date: 02/01/2023

  Taylor Morrison values its customers and takes great pride in building quality homes. We have been in communication with the consumer and are in the process of addressing their concerns as efficiently and effectively as possible. We have acknowledged the pending items mentioned,some of which have been completed, scheduled for completion or waiting on confirmation regarding material needed. Taylor Morrison has consistently strived to operate a ********************* and warranty department for 100+years in this business, however, to the extent that the consumer's Taylor Morrison experience has not been as positive as both parties had hoped, we apologize and sincerely regret any frustrations the consumer may have experienced. In a show of support of its customers even after closing,Taylor Morrisons Limited Home Warranty Program is designed to provide customers an appropriate and convenient method for asserting claims, to ensure that each consumers home is built in accordance with the building plans and specifications, Residential Building Code, industry standards, and meets all contractual requirements as detailed in the Purchase Agreement.  Each of these provisions are reviewed and accepted by a prospective buyer prior to closing on a Taylor Morrison home. We will continue to be in communication and provide email updates as requested by the consumer. We thank the consumer for choosing Taylor Morrison as their home builder and respectfully request the consumer and BBB considers this matter closed.

  Customer Answer

  Date: 02/02/2023

  I'm rejecting this as I don't want to close this complaint before all the pending items are resolved in a timely manner. I'm happy that Taylor Morrison is looking into the exception list, but at the same time I'm expecting some timely resolution. It is already more than 1 month of closing and we still have items to be scheduled. And I don't agree that it is getting done efficiently. One home in the same street was closed recently and when their lender said they'll not close without fixing mirror, they were able to provide a mirror in 2 days. But we're still waiting for mirrors to be replaced for more than 40 days. Also most of the work is getting done partially, as workers are not informed about the full list. This results in calling workers multiple times to my home, causing us extra stress to follow up. For eg: Window person was not told about one window which was reported one month back itself. They're now coming back to replacing it. Same goes for cabinet, mirrors etc. Blinds are still missing in master bedroom and entryway. There are 4 blinds which need fixes as well. If master bed one is not available, please refund the money so that I can arrange it separately. And for entryway, I'm looking for the same piece to match with other blinds, so I'll have to wait for you. There is no ETA for the blind installation so far. Paint work for garage door and front door got scheduled for coming week. They already came last week and said they don't have paint for one of the colors. Waiting for their next visit.

  I didn't hear back anything about the lawn fixes and for the cabinet glass issue yet. To Taylor Morrison - Generally you're charging buyers for delay caused by buyers. But for the delay from your end, are you ready to give delay compensation to me for the number of days delayed or whatever it is? You can at least cover my utility bills for one month and other expenses, as I haven't lived in the home due to the pending items.

  

  Business Response

  Date: 02/13/2023

  Our Taylor Morrison Team is working with the consumer directly and keeping him abreast of any updates or changes to the schedule and completion of open items. Unfortunately, some items are delayed due to supply demands, but we are working through the repairs notated on the closing exceptions list and any additional warrantable concerns.The BBB is a forum used as a tool to ****** communication between two parties with no communication. This is not the case, and we sincerely regret that some items are taking longer to complete or were missed however we appreciate consumers patience as we work together to expedite repairs. Furthermore, the Taylor Morrison Limited Home Warranty Program is designed to provide our customers an appropriate and convenient method for asserting claims, to ensure that each consumer's home is built in accordance with the building plans and specifications, industry standards and meets all contractual requirements as detailed in the Purchase Agreement. Each of these provisions are reviewed and accepted by the prospective buyer prior to closing on their home to avoid any misunderstanding by the consumer. We respectfully request that the BBB considers this matter closed.

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our roof is a mess, loose tiles and places without tiles. Trying to get this fixed through the builder Taylor *********. 4 appointments were made and at one time someone got on the roof. came back down, saying it was fixed and we found out after checking that it was not fixed. Taylor Morrison makes appointments, but nobody shows up from the roofing company and company does not follow up.

  

  Business Response

  Date: 01/26/2023

  Taylor Morrison Representative contacted the customer and confirmed that the roofing repairs had been addressed. The customer still has concerns and may have the roof evaluated. The customer was advised to contact us if they have further concerns and we will have the contractor come back out to evaluate.

• Initial Complaint

  Date:01/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a purchase agreement with Taylor Morrison in ******* (***********, ********) in November 2021. Because we owned another house at the time, we had to put 30k down in *******. We were told the house would be done November 2022. In November 2022, we were told we were ready for our pre-drywall walk which we conducted early November. It is now mid-January and the house hasnt even started insulation. We had an interest rate lock we paid a large sum of money for last summer which expires in March. The house is no where near being finished.In December we were told the house failed electrical inspection and that was some of the delays, however the inspection paperwork in the house indicated electrical inspection hasnt even happened. In addition it showed the roof truss failed which is more on structural side which makes us extremely uncomfortable with. No one even mentioned to us the roof truss failed.We were forced to back out of this deal due to the significant delays on this house and our loan lock rate expiring in March. TM still wont provide info on inspection delays (because they are caught in a lie), they wont give any money back in good faith and they still havent sent cancellation over which we requested early last week. They need to quit selling more homes and finish the ones they started. Their contract allows for 2 years to build the house and now I know why - because they are terrible at project management! Its been 14 months since we signed and no insulation/dry wall yet. This company has left us short of 35K and has no explanation for why the house has sat with zero progress for two months. We sold our house and originally had a rent back agreement to the end of 2022 as the team assured us house would be done by end of year. We are now homeless and paying on a month to month basis (along with storage costs) with no end in sight, we simply cant afford to continue.

  

  Business Response

  Date: 01/24/2023

  Thank for allowing us to address Consumers concerns.  
  
   
  
  While we understand and share in Consumers frustrations and impatience that her new home was not completed as quickly as she desired, the delays due to the supply chain for the materials that go into building a new home are significant and remain the current reality for Taylor Morrison and all homebuilders.  While slower than we would have hoped although not unexpected in 2022 due to factors outside of our control (as outlined in a pre-contract Disclosure Addendum acknowledged by Buyer), the construction of Consumers new home was well within the construction timeline set forth in the purchase agreement that Consumer acknowledged and agreed to in writing prior to ever entering into the Purchase Agreement with Taylor Morrison.  Our team has been diligent in providing regular construction updates to keep the Consumer informed of the construction process.  Given Taylor Morrisons award-winning expertise and commitment to its buyers for 100+ years, Taylor Morrison was accordingly distressed to have received notice of Consumers election to breach his purchase agreement and not purchase a beautiful home built in accordance with the plans and specifications that satisfied all contractual and local Building Code requirements. By walking away from Consumers contractual obligations, Taylor Morrison retained the Deposits as liquidated damages for its own loss in accordance with the terms of the Purchase Agreement agreed to by Consumer.   Further, Consumers clear election to use the Better Business Bureau in an attempt to harm Taylor Morrisons business and reputation, rather than exercise the provisions in the Purchase Agreement for the proper venue for dispute resolution, constitutes another breach of Consumers purchase agreement.  For these reasons, Taylor Morrison respectfully requests that the Better Business Bureau close this matter as resolved in accordance with the legally binding agreement in that we met all of our own obligations and Consumer has demonstrated that she has no intention of performing her own contractual obligations. Please consider this our final response.
  
   

  Customer Answer

  Date: 01/24/2023

  Lying about inspections and not providing clarity on what is causing the delays. Supply chain is not the issue. All other houses that were on similar timeframes are close to completion. Ours has sat with zero progress for more than two months. Roof truss failed per inspection report and no one bothered sharing that information with us. A roof truss is structural and manufactured anyway, so how does it fail? We also asked ***** numerous times to set up a mediation meeting or to set up a meeting with community manager and superintendent with no response or progress. We arent asking for the entirety of our funds back but in good faith would hope the business would refund some of our deposit. Other home builders and communities have gone up much quicker than this process and we have a ********* that they are failing to acknowledge - they have misrepresented the timeline far too many times and if theyd have been up front in the first place we would never be in the situation we are in now.

  

  Business Response

  Date: 02/02/2023

  
  Taylor Morrison believes that we have explained ourselves concerning the construction process and scheduling for the Consumers home.  Again, the construction of Consumers new home is well within the construction timeline set forth in the Purchase Agreement that Consumer acknowledged and agreed to in writing with Taylor Morrison.  Specifically,the Purchase Agreement sets forth that Seller shall complete the Home not later than 2 years after the Purchase Agreement Date.  Seller will use reasonable efforts to keep Buyer informed of its construction schedule but cannot guarantee any specific completion date or construction schedule.
  
  Taylor Morrison is confident that our team conscientiously provided regular construction updates to keep the Consumer informed of the construction process.  We as much as the Consumer desire to build and close homes as quickly as possible.  Taylor Morrison takes the Consumers complaint very seriously, and as Americas Most Trusted Home Builder 8 years in a row and given Taylor Morrisons award-winning expertise and commitment to its buyers for 100+ years, we are disappointed that the Consumer has elected to breach the purchase agreement and walk away from Consumers contractual obligations.  Taylor Morrison respectfully requests that the Better Business Bureau close this matter as resolved in accordance with the legally binding agreement in that Taylor Morrison has met all contractual obligations and Consumer has demonstrated that she has no intention of performing her own contractual obligations.  Again, thank you for letting us again address the Consumers complaint.

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought this house in Feb. 2022 and it was the start of a nightmare. The construction team is doing a sloppy work and the sales team is threatening us to close the house with the poor work by 26th of Jan., otherwise, we need to pay the penalty. First, it is a discrimination and prank to us the air conditioner outdoor unit is installed just right beside the bedroom while I have told the superintendent in the kickoff meeting that the outdoor unit should be built right next to the garage because I have the problem of sleeping. The whole neighborhoods' outdoor units are installed next to the garage. Secondly, they built an access door in the 4rd bedroom in a weird position with no sense of beauty and makes the bed has to lean to one side. Third, the sloppy work includes the lopsided door, uneven floor, rugged tiles...the whole house is a disaster. It's like I am paying Lexus but getting Toyota.I sincerely hope Taylor Morrison can take the responsibility to make a good ending. I felt so hopeless that their local sales and construction teams are very arrogant and snobbish. They didn't try to solve any of the problems I have brought up but only force us to close the house on the date designated by them. I am very depressed when I have to deal with Taylor Morrison Houston teams. Can anyone from Taylor Morrison headquarter please help to make it a happy ending? I am happy living in my ***** Weekly house now and I really hoped I had listen to my friend's advice "NEVER buy a house from Taylor Morrison".

  

  Business Response

  Date: 02/06/2023

  Taylor Morrison values its customers and takes great pride in being ********* Most Trusted Builder for the eighth consecutive year. In a show of support of its customers even after closing, Taylor Morrison Limited Home Warranty Program is designed to provide our customers an appropriate and convenient method for asserting claims, to ensure that each consumer's home is built in accordance with the building plans and specifications, industry standards and meets all contractual requirements as detailed in the Purchase Agreement. Each of these provisions are reviewed and accepted by the prospective buyer prior to closing on their home.
  We have been in communication with the consumer, although let it be known she is not a party to the purchase agreement. We have offered solutions to alleviate the sound of the air condenser and swing on the scuttle door into the attic.
  Delivering a quality home with excellent customer service remains our focus and promise to the consumer. We thank the consumer for choosing Taylor Morrison and ask the BBB to consider this issue resolved.

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10.8.22 we went and pick out a house in the Taylor Morrison ******* neighborhood in **** **. $5000 was put down as ******* money and we went through TM lending because of the incentives. Since then we have been lied to numerous times but Our main complaint is our ******* money refund. If your not able to obtain financing in which we were denied financing the day we were suppose to close due to our down payment not being obtain sufficient for their liking. Our down payment was a bonus from my husbands employer ****, we had a ******* ******* of the money being deposited into our account from his employer in fact **** client coordinator at TM lending assured us these means of down payment were sufficient. Well in fact this isnt a good enough means of a down payment instead ********************* assistant to the ** funding denying us on Christmas Eve told us his ***** at another outside lender will approve us but instead we will have to have my husband employer write (falsify) a letter giving my husband the money as a gift. Today when contacting ********************* before he even listened to the facts he blurts out rudely You aint getting your money back A little side note my father passed on Oct 21st we were buying this house so my mother could come live with us hence the quick move in when in fact we are now homeless living out of a suitcase with kids dogs, my 80 year old mother etc. I have purchased many new homes and this by far is the biggest scam of a home builder around. TM was deceitful this whole process and I believe they are running around pulling this scam on lots of people. I know for a fact per ****** the superintendent that the house that was next door to ours was committed to 3 times & either back out of or fell through possibly the same situation as ours. Imagine this $5000 and they take that on each house 2 to 3 times thats a lot of money being stolen from people. Do the right thing TM and refund us our $5000. If any docs are needed please let me know.

  

  Business Response

  Date: 01/10/2023

  The consumer is satisfied with the resolution of their concerns and on 1/5/23 indicated they intended to promptly notify the BBB regarding same.  In light of the foregoing, please **** this complaint as resolved and close it out.

  Customer Answer

  Date: 01/11/2023

  
  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.  With that said the only thing that was done morally was return our deposit that was rightfully ours, all other issues remain.  I still want to make it clear that TM employees lied and asked us do do an unethical practices to be approved to buy their home. Please do your research before going forward with a home purchase from Taylor Morrison.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Taylor Morrison completed construction of our beautiful home located in **************************** December 2020. Throughout the one-year warranty period from 12/20 until 12/21, we worked tirelessly with various Taylor Morrison Warranty Division personnel and their contractors to mitigate the numerous repairs and shortcomings reported. Probably due to the pandemic and shortages of workers and materials, one year will become two 12/23/22. Although we have been exceedingly dissatisfied with the workmanship of these repairs, nearly all were completed by November 2022, except for one, which brings us here.From about day one - January 2021 - we reported repeatedly to numerous Taylor Morrison parties, that exterior grading on one side of the residence had not been done correctly causing water to "pool" against the outer walls, and causing havoc with our landscaping. On June 28, 2022, a supervisor from Taylor Morrison's warranty department visited the residence and stated it was obvious the grading, as well as storm drainage, had been done incorrectly and was deficient, and that he would need to get the property surveyed before sending his "team" back with the necessary machinery to conduct the repairs. Note: His subordinate staff had a survey completed months before (probably January/February 2022), but the team had never followed through to completion.Sometime toward the end of July or early August 2022, the appropriate utility companies flagged the various underground appurtenances where they stand, still. In the intervening four months, the landscaping crew has managed to pick off a number of these flag markers, and we now dread the eventual outcome - another survey.Numerous messages have been left for Taylor Morrison staff (because ******** division heads have been notoriously unresponsive in the past), to no avail. Hoping this somehow translates to better Quality Controls by Taylor Morrison, and completion of a job well past due.

  

  Business Response

  Date: 01/13/2023

  A Taylor Morrison **************** manager has met in person with the customer at the home, and subsequently the grading repair took place on December 30th, 2022.  The Customer is satisfied with the repair.  We respectfully request that this complaint be closed as the issue has been resolved and the customer is satisfied.  Thank you.

  Customer Answer

  Date: 01/13/2023

  We reject Taylor Morrison's response as written.  ******** with customer" they refer to in their response took place nearly a year ago.  We submitted our BBB complaint in December because Taylor Morrison's staff had not completed or responded to numerous calls and emails over a 10 month period urging Taylor Morrison to complete their work.

  Work appears to have been conducted sometime between December 21 and January 11 while we were out of town.  Whether the work provides the water drainage intended remains to be seen.  Should we continue to encounter issues with water drainage/damage we will reach out to Taylor Morrison once again for assistance.  Should we encounter further difficulties and non-responses we will file another BBB complaint since that appears to have finally got us to this point.  Thank you.

   

  

  Business Response

  Date: 01/26/2023

  We apologize for any offense the customer took by the verbiage used in our written response having to do with the timing of the last in person meeting with Taylor Morrison. The grading repair was completed as mentioned by the customer between December 31st and January 11th. We will continue to have open communication with the customer should they contact us for any future needs. We thank the customer for choosing ******************** as their homebuilder and respectfully request this matter be closed. 

  Customer Answer

  Date: 01/27/2023

  
  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and can confirm that planned work was completed sometime during the time period they note.  We are hopeful this experience causes business to assess its warranty and communication practices to minimize future issues.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  closed the house back in June/2022, there were 2 major incomplete items on the exception list with multiple minor items we filed through warranty. One of the major issue i have with them is the warranty guy schedule someone to come for service on certain date, but there was always someone who did not showed up on schedule date, and no one ever contacted me to confirm appointment. The house is still vacant with work being done, and every appointment i have to make effort to go there because i live out of state and even when in state, i'm 2 hours away. So every time one missed appointment by the people cost me time and money. Here's the breakdown of what was going on:8/31- cabinet, plumbing, floor tile, vent hood service scheduled. Drove 6 hours from Cali day before, and on this day warranty guy called 1 hour after appointment and said had to be cancelled because cabinet was not ready, and the rest of contractors also canceled.9/26- cabinet guy came but showed up with wrong style of cabinet. so work cannot be done. floor ******** missed appointment. bathroom countertop was pulled out to replace the cabinet, but since it was wrong, the countertop and faucet was on the ground for the next few months.10/26- floor tile guy was schedule and it was a no show again. Cabinet was installed but missing handles and soft closing parts.11/18- cabinet guy was schedule to install missing parts from previous, but he was a no show.12/12- cabinet guy was schedule again, and another no show.there are more details to above but can't include all the details due to word limit, but every time I complaint to the **** the warranty guy, he always say "I can't control trades due to...". but as a big builder, you have the power to choose what professional contractor to use. The contractors they have are so unprofessional with many no shows.So if you buy a TM new build, don't expect to have all the repair items done within a timely matter, it will be over 6 months for sure.

  

  Business Response

  Date: 12/20/2022

  Taylor Morrison/*******, **** (Taylor Morrison) values its customers and takes great pride in being ******** Most Trusted Builder for the seventh consecutive year. In a show of support of its customers even after closing, Taylor Morrisons Limited Home Warranty Program (Warranty) is designed to provide customers an appropriate and convenient method for asserting claims, to ensure that each consumers home is built in accordance with the building plans and specifications, ******* Residential Building Code (Code), industry standards, and meets all contractual requirements as detailed in the Purchase Agreement (Purchase Agreement).  Each of these provisions is reviewed and accepted by a prospective buyer prior to closing on a Taylor Morrison home.   The Warranty is designed to provide customers with a convenient, responsive, and easy-to-use method of asserting warranty claims to ensure Taylor Morrisons Quality Standards set forth therein are followed to avoid any misunderstanding by the consumer.  Additionally, Consumers election to use the Better Business Bureau in an attempt to harm Taylor Morrisons business and reputation, instead of the dispute provisions it agreed to as part of the purchase transaction, constitutes a breach of Consumers contract. 
  
   
  
  Taylor Morrison Leadership has reached out to the customer. All work is scheduled to be completed on 12/23/2022 and will be escalated to Taylor Morrisons
  Customer Care Supervisor.  We will be replacing a 5ft piece of base and installing the cabinet parts that are onsite on 12/23. Unfortunately delays in material and shortages of labor have consistently plagued our market and the industry. We strive to minimize these impacts to the customer and will ensure to keep the communication consistent with the customer.
  
   
  
  We thank the Consumer for choosing Taylor Morrison as her home builder.  We appreciate the Consumers patience and understanding while we continue to service their warranty concerns.
  
   
  
  We consider this issue addressed, and ask that, based on the information provided to Consumer supporting the foregoing, the BBB similarly considers this matter closed. 
  
   
  

  Customer Answer

  Date: 12/23/2022

  After numerous cabinet appointment with no shows, it finally got that taken care of today. But the previous warranty item for master shower dry off deck still not fully satisfied, warranty request was put in because walk in shower dry off deck has standing water and does not drain well. After someone came last time and replaced one piece, that area does not hold water but it has transferred to another area. The main problem was the dry off deck was not slope properly when it was built, and replacing the tiles on top does not help much. was informed a dry off deck inspection is schedule a month later.

  

  Business Response

  Date: 12/29/2022

  Tell us why here...Taylor Morrison Leadership has reached out to the customer on 12/27/2022. All work from the original BBB complaint was completed on 12/23/2022.  The new complaint item for the shower dry off area was inspected by Taylor Morrisons ******** Care Supervisor and deemed to be within tolerance on 12/23/2022.  As a courtesy to the homeowner, we will also be scheduling our flooring contractor to reinspect on 1/23/2023 with a Taylor Morrison ******** Care Supervisor. Unfortunately delays in material and shortages of labor have consistently plagued our market and the industry. We strive to minimize these impacts to the customer and will ensure to keep the communication consistent with the customer.

  Customer Answer

  Date: 01/07/2023

  Dry off deck problem improved since the first complaint because one piece of tile that hold the water was replaced. However, with that tile being replaced, the area where the water retained has moved to different tile area. Dry off deck is currently holding around 4 cups of water. Waiting for the re-inspection on 1/23/2023.