Complaints

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

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  Taylor Morrison

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

  
• 

  Taylor Morrison

  4695 MacArthur Ct Fl 8 Newport Beach, CA 92660-1882

  
• 

  Taylor Morrison - Bay Area Division

  2603 Camino Ramon Ste 450 San Ramon, CA 94583-9126

  
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  Taylor Morrison of Colorado, Inc.

  400 Inverness Pkwy Ste 350 Englewood, CO 80112-5848

  
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  Taylor Morrison - Tampa Area

  3922 Coconut Palm Dr Ste 108 Tampa, FL 33619-1389

  

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:07/22/2022

  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 home with Darling Homes (part of Taylor Morrison) in ******. The team had delivered a home with quite a few issues. We had a leaky roof within two months. Currently we have the following issues and there has been very lukewarm response from the warranty team for the past 6 months. We have the following issues to be solved 1. Wobbly vent and probably a leak roof 2. Broken faucets in Master Bath and a Secondary Bathroom upstairs 3. Leaky entry door ( energy loss )4. Flower bed with very poor quality 5. Inefficient HVAC system And the list goes on. I have tried to reached out Corporate HQ in ******* and escalated the issue with their **************************** *** Rino and her department. So far no progress.This need to be resolved for the safety of my family members, as soon as possible.

  

  Business Response

  Date: 07/26/2022

  Taylor Morrison/Darling Homes 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 Morrison/Darling ************* 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. The warranty is designed to provide customers with a convenient, responsive and easy-to-use method of asserting warranty claims to ensure Taylor Morrison/Darling Homes quality standards set forth therein are followed to avoid any misunderstanding by the consumer.
  
  As the customer stated in the compliant, the concerns in question have been submitted multiple times to our Customer ******************** and inspected/scheduled to be inspected.  Taylor Morrison/Darling Homes contacted the customer to schedule an appointment to evaluate the home. 
  
  Taylor Morrison/Darling Homes position has remained the same:
  
  1.)  Roof Vent - Agreed to have the vent inspected
  
  2.)  Faucets no action will be taken
  
  3.)  Front Door no action will be taken
  
  4.)  Flower Bed no action will be taken
  
  5.)  HVAC Agreed to have the system inspected
  
  The customer was advised of this by way of email, letter mail and in person.

  
  We thank the consumer for choosing Taylor Morrison/Darling Homes as his home builder. We consider this issue resolved and ask that, based on the information provided to consumer supporting the foregoing, the BBB similarly considers this matter closed.

• Initial Complaint

  Date:07/20/2022

  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.

  I bought a house in July of 2018 from Taylor Morrison of *****, **** In April of 2022, I discovered a health issue of Black Mold. My wife was in hospice care. I was worried about her condition, so I didn't need another worry of mold issues. So I had a plumbing company fix the leaking problem that was the negligence of Taylor Morrison for failure to inspect their work quality. After contacting a representative from Taylor Morrison, I was told that the one year warranty had expired. Needless to say my claim was denied. They claim that I should have seen that problem much sooner. Unfortunately I could not see through walls and the only way I finally was able to see the mold when it came through the dry wall on the outside. On their denial letter, they claim that I failed to provide all kinds of documentation. If only they knew that my wife was dyeing and my main concern was to make sure that there was no mold in the house. Taylor Morrison failed me by refusing to fixed the water leak and get rid of the Black Mold. I had to make a claim to my homeowner's insurance and have the repairs done by Dry *****************. My wife died on May 30, 2022. I have neighbors that live on my same street. They had some mold issues that were past their warranty period yet Taylor Morrison fixed the mold problem in their house. Is Taylor Morrison choosing who they help? I think so, just put me next to the other couple and you can see the difference why I was denied. I have uploaded some pictures. Thank you.

  

  Business Response

  Date: 07/29/2022

  Taylor Morrison values its customers and takes great pride in being Americas 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 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 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. On June 10, 2022 consumer, (**************) was advised that the warranty on his home expired July 13, 2020 and that his claim was out of warranty. We have reviewed the warranty documents and correspondence with ************* and have confirmed that the claim is no longer warrantable, and on July 18, 2022 Taylor Morrison sent a letter to ************** regarding this matter. As ************** is aware, Taylor Morrison was not given notice of his claim prior to any work he had done by a third party on the alleged claims and therefore Taylor Morrison lost the opportunity to properly evaluate Mr. ****** claims, under the Residential Construction Liability Act, Tex. Prop. Code 27.004. In light of the foregoing, we respectfully request that the BBB considers this matter closed in that Taylor Morrison has fully and thoughtfully responded and our final opinion stands regardless of the number of times consumer wishes a different outcome than as set forth as our obligations in the legally binding documents he signed prior to entering into a Purchase Agreement.

• Initial Complaint

  Date:07/14/2022

  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.

  We purchased a new home from Taylor Morrison in Aug 2021. At the time of purchase, 3 pocket doors were missing and were told they would be installed shortly after closing. More than 10 months later we still do not have functioning pocket doors. Taylor Morrison has delivered multiple sets that were warped and not usable. The last set was installed and either the doors or the frame is warped and not square. The doors rub on the inside of the frame and do not close properly. When closed there is visible gaps in the frame itself. The hardware on the doors do not line up. Taylor Morrison has sent a repair person out a few times and he is not been able to resolve the issues. He has mentioned that the frames were not square and some of the guides were not installed properly during initial installation and he would talk to his boss. We have reached back out to Taylor Morrison and they have not attempted to resolve the issues.

  

  Business Response

  Date: 08/01/2022

  Taylor Morrison values its customers and takes great pride in being Americas 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 are 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.

   

  In good faith, Taylor Morrison remains very committed to complete the repairs or replacements, where applicable, that do not meet the above-described Quality Standards set forth in our Limited Warranty. We apologize that these have not been addressed in a more timely manner due to the continued current trade labor and material shortages understandably affecting our warranty work and well work to complete the open warranted issues as quickly as possible. We will make sure the trades contact Consumer in the immediate future to schedule. Taylor Morrison **************** Senior representative in communication and are meeting on Friday 8/12^th in the morning ours.

• Initial Complaint

  Date:07/10/2022

  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.

  I had mold in the walls of my new home at the front entrance. I reported the complaint in February 2021. It took three months to have it looked at and ten months to complete. The monsoons have started again and I have new water stains on the woodwork at the front door in the same place. I want it remedied for good. It can be a health issue.

  

  Business Response

  Date: 07/18/2022

  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 has reached out to the customer and scheduled an evaluation of the concern prior to receiving this complaint. This concern is not covered under the Limited Warranty for the following reasons: 1. Acts of God are not covered. (Wind driven rain) 2. Damage by others is not covered. (Customer dowses front door with a pressurized water hose.) 3. The warranty period for this item has expired by almost a year.
  
  Regardless of the above mentioned facts regarding the warranty claim, Taylor Morrison prides itself on researching claims to the fullest extent and assisting customers diagnose related concerns. We will take the appropriate steps according to the Limited Warranty once we complete the upcoming evaluation.
  
  We thank Consumer for choosing Taylor Morrison as her home builder.  We appreciate Consumers patience and understanding that based on the results of the in-depth testing by both Taylor Morrison and the qualified expert.
  
  We consider this issue outside the scope of warranty, and ask that, based on the information provided to Consumer supporting the foregoing, the BBB similarly considers this matter closed.  Further, if Consumer has any other concerns, they should be directed to the terms of the Limited Warranty.

  Customer Answer

  Date: 07/19/2022

  I am not accepting the response until the problem is fixed.  Taylor Morrison has been in touch with me.  The original problem was reported 2/2021 six months after move in.  It took the company ten months to fix the problem.  When I asked about testing the door to ensure no water leakage into the home I was told it was not necessary.  I now have the same problem and expect Taylor Morrison to fix it.  No pressure hose has been used to test if the seal was good.  The water stains inside the home on the woodwork are new since the last rain.

  

  Business Response

  Date: 07/25/2022

  Taylor Morrison stands behind the original response to this claim. As previously mentioned, contact has been made with the customer, and an appointment has been scheduled to evaluate the concern in person. Taylor Morrison will establish a resolution to the complaint and communicate that directly to the customer upon our visit.

  Customer Answer

  Date: 07/27/2022

  
  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:06/08/2022

  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.

  Bought home Oct 2020 Taylor Morrison lake ********* The PeaksStill waiting warranty **** send out Trade mens out start work I have had 4 customer service representatives come out still nothing done I would like to resolve the issues with my warranty be fore it expires Today 6/8/2022 Had appointment Set up for today It was no show Warranty They have NO customers service Willing to help me solve problems With workmanship on house Almost all my neighbors have problems also and they cant get resolved

  

  Business Response

  Date: 06/17/2022

  This was sent in error to the ******, ** division, this homeowner is in ******

  

  Business Response

  Date: 06/28/2022

  We have already met with this buyer and have addressed her concerns please close out complaint

• Initial Complaint

  Date:05/15/2022

  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.

  We put down our escrow deposit in May 2021 for a new build with Taylor Morrison at Granite Hills in ******, **. We have gone through the build process and went for our first official inspection in March of this year. When we did the inspection, the Superintendent advised us that we had a confirmed cabinet date of April 20th and that we would be in our home by end of May, beginning of June at the latest. I had a very in-depth conversation with both Superintendents working on the house- ******************* and *********************. I explained that we had a rental home set for lease expiration June 30th, and that we needed a definitive date so we knew if we needed to extend our lease or not. They advised that, without a doubt, we could cancel the lease as our home would be ready by beginning of June at the latest. We took this information from them....and not only did we LOCK our interest rate in but we also cancelled our lease with our landlord. WE HAVE 4 CHILDREN. A few weeks after this, we received a "laughing" phone call from the superintendent that the cabinet date had been moved to mid June and the house will not not be ready until July. We have begged for answers as to why this changed as this goes past the lock date as well as puts our livelihood at risk with our FAMILY as we cancelled our lease!!! Additionally, we found that the home next to ours which was only 2 weeks ahead is COMPLETE and the family has moved in. It sounds like Taylor prioritized other projects over ours. Our landlord is thankfully willing to help us, but Taylor has ignored all of our calls and questions. I have asked for higher individuals to speak with and have been ignored with no response or just "we are working on it". The superintendents continue after a month to say they have NO UPDATES even though these are THEIR CONTRACTORS that they hired! They have put our livelihood at risk, lied to us, and refuse any contact or updates to us. We need help at this point. Our home needs to be finished.

  

  Business Response

  Date: 06/02/2022

  Good Morning,

  Please accept this email as the formal response regarding complaint #********. This matter has been forwarded on to the 

  appropriate contact for escalation purposes. We will contact the homeowner within ***** hours providing available information and

  to set forth a plan to address concerns regarding this complaint. Feel free to call with any questions.

   

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

  Taylor Morrison Warranty Mgr.

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

  Customer Answer

  Date: 06/02/2022

  We have not received any communication other than the contact we have already escalated to. They advised supply and demand is what it is and won't give us a completion date or any explanation as to why the original install date changed. Our economy has been this way for some time now giving businesses plenty of opportunity to be proactive to circumstances and order early. Why was our order pushed out two months? We aren't being given any answers or solution. Only excuses as to why things are the way they are in the economy. We need firm answers and a date for completion.

  

  Business Response

  Date: 06/02/2022

  Expected delays are expressly covered in detail in the signed purchase agreement prior to starting the build process of the home in which the customer reviews, signs, and accepts. It is understandably often difficult and impossible at times to accurately predict the timing of the various activities that need to occur before we can move our buyers into their dream home. For the safety of our team members, customers and trade partners, it is critically important to Taylor Morrison that we follow our safety protocols, as well as those established by local authorities, which in many instances limits the number of trades that can be at a job site at any given time. Combined with this and other impacts related to COVID-19, we can unfortunately experience delays we are unable to anticipate or control. Taylor Morrison is committed to open communication with you and will keep you informed of the progress of the construction of your home and any material delays we may encounter. We also understand that planning around this uncertainty can be difficult for you as well, but we want you to be fully aware that there could be delays and Taylor Morrison is not responsible for any costs, fees, expenses, charges or other damages or inconveniences that you may incur as a result of a delayed Closing Date including, but not limited to, rate lock extensions, loan fees, and housing, travel, storage or moving expenses, all as more specifically set forth in your Purchase Agreement. By its initials below, Buyer acknowledges (i) receipt of this Notice, (ii) that this Notice has been read and understood, and (iii) that the matters disclosed in this Notice have been considered and approved in the undersigneds decision to purchase a new Home in the Community. The Area Construction Manager has been in contact with the customer as of 5/20/2022 to update on the status of the home build. 

  Customer Answer

  Date: 06/06/2022

  I feel that Taylor Morrison is missing the overall reason for our complaint. We are very much aware of the supply/demand issues that started with COVID and have since continued. We are also very aware of the verbiage in the contract that speaks to this issue and unexpected delays. 

  Our complaint is to the fact that we were TOLD we had a CONFIRMED cabinet date. We were TOLD that we could end the lease agreement we were in and that our house would be ready by end of May, beginning of June. If no one had told us those two critical items, we would not be issuing a formal complaint. Taylor's "guidance" could have put us without a place to live. 

  We want to know, and have escalated and asked SEVERAL times, WHY WAS OUR CABINET DATE PUSHED TWO MONTHS? What changed and what was done to escalate it? What has Taylor done to be PROACTIVE to a very well known situation that the world has been dealing with for over 2 years now? 

  We would like to know why the cabinet date was pushed. We would like a confirmed cabinet date. We would like a confirmed time frame as to when our home will be ready. After the potentially life altering updates and guidance we were given, Taylor needs to do the right thing and make it right and answer our questions and concerns.