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 - 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:01/30/2024

  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 our home on 1/29/21. Six months after closing (7/26/21) our roof leaked at the corner of a dormer damaging the ceiling Sheetrock. A roofer from TM came out and spent approximately 10 minutes on our roof fixing the roof leak with a sealer. He told me it was an exposed nail hole and he filled it. Our construction manager said the roofing supervisor told him it was a piece of cracked flashing that had been installed and he fixed it. On 1/13/24 the same area of the roof again leaked causing more Sheetrock damage and woodwork damage in the same area as the initial leak. I submitted a claim to warranty which they have denied stating the year warranty is up therefore they take no responsibility for fixing the leak. First of all a newly built house 6 months old should not leak when it rains. The warranty work to fix the leak should have truly fixed the leak rather than have it resume leaking after a few years. It was a patch job not a remedy of a poor quality roofing construction issue at the dormer as roofs arent intended to leak at 6 months old or 2-3 years old period. I am requesting TM to fix the flashing/roofing job around the corner of this dormer so my house does not leak when it rains.

  

  Business Response

  Date: 03/14/2024

  Thank you for the opportunity to respond to this customer's complaint.  ******************** values its customers and takes great pride in building quality homes. In a show of support of its customers after closing, Taylor Morrisons Limited Home Warranty Program is designed to provide an appropriate and convenient method for asserting claims, to ensure that each 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 provision is reviewed and accepted by a prospective buyer before closing on a Taylor Morrison home. 

  Since the filing of this complaint, the roof has been inspected by Taylor Morrison. The inspection results yielded further actions by Taylor Morrison's roofing contractor to fix areas related to flashing at the dormer.  A few damaged areas were noted that will also be repaired as a courtesy.  The repairs are being scheduled and the customer has been made aware. 

  We thank the customer for choosing ******************** as their home builder. We ask that, based on the information provided to the customer and the ******************** supporting the foregoing, the BBB considers this matter closed. 

• Initial Complaint

  Date:01/05/2024

  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.

  New spec home purchased 1 year ago from Taylor Morrison. We are at our 1 year warranty evaluation assessment. Home inspector was hired by us to assess property prior to meeting with Taylor Morrison. Home inspector detailed multiple pages of discrepancies related to poor building practices. My biggest complaint is related to the water heater being installed in a manner that voids manufacture warranty. *************** water heaters require an expansion tank be installed in a closed system or warranty is completely voided. This has been verified by the tech support of ***************. Taylor Morrison refuses to comply. We have been waiting on different cabinetry parts for the entire year we have been in the house. Seems a bit ridiculous.

  

  Business Response

  Date: 01/23/2024

  Taylor Morrison values its customers and takes great pride in building a quality home. The system the Consumer mentions is not a closed system with the type of Pressure Reducing Valve used. Both the ***** and Resideo brand **** allow for thermal expansion. The ***************, as well as *************** recognize that the **** operate in a way that does not require the installation of an expansion tank and have explained this to the Consumer. The cabinet parts have arrived and are scheduled for installation at the end of this month. 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. 

• Initial Complaint

  Date:12/22/2023

  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.

  Building violation ... Hiden defect. According to the Tampa Building code, FOAM must be used to hold down clay tiles where screws and/or nails are not used. This was not the case with my roof. As a result, several tiles are presently loose. Based on two inspections, it was found that tar was used as an adhesive instead of foam, as required by Tampa's building code. The only place where foam was used was, were a repair was made by my roof vents. I filed an initial warranty request with Taylor Morrison, and it was denied because, according to the representative, the roof passed inspection, and I was beyond the one-year guarantee. However, I was informed that under Florida law, a hidden defect clause gives the homeowner ten years to find any hidden defect. I then filed another warranty request under Taylor Morrison's ten-year limited warranty. But, to date, I have not heard back from them. I want a complete roof inspection (***** ******* will do it: PRICE $1,200 - QUOTE ATTACHED). Based on the inspections, I firmly believe that most of the roof tiles have a tar (Little or none) adhesive to hold the roof tiles in place. Taylor Morrison is a reputable company and, as such, it is my desire that they correct the existing problem with my roof. I do not know or have inquired with others in my immediate neighborhood or the other Taylor Morrison communities if they, too, have the same hidden defect. At present, my only concern is the defective workmanship of my roof.

  

  Business Response

  Date: 01/30/2024

  Taylor Morrison would like to thank the BBB for the opportunity to respond to this customer.  Taylor Morrison values its customers and takes great pride in building a quality home.  Taylor Morrison has contacted the customer to schedule a confirmed inspection with a third party and remains committed to making any necessary repairs to the roof tiles based on such independent engineer’s recommendations. 
  

  Customer Answer

  Date: 01/31/2024

  Unfortunately,  the"independent" inspector has a business relationship with Taylor Morrison and I fell that his report may be biased. I would like to have a truly independent inspector chosen from a list of professional roof inspectors provided to me by he FRSA.

  I had two inspectors that I paid for. Both stated the it was not installed in compliance with the building code. Further my roof does not have heavy wind resistance due to the use of roof cement instead if the required polyurethane foam as per our building code.

  

  Business Response

  Date: 02/22/2024

  Taylor Morrison thanks the BBB for the opportunity to respond again to the customer's complaint.  The roof inspection was conducted by a FRSA inspector who was commissioned by outside counsel.  He is highly competent and has a proven track record of providing his unbiased opinion to his clients.  In fact, he not only identified the same issues that the customer's inspector found, but he also identified additional issues that were missed by previous inspectors.  Taylor Morrison has shared the inspection report with the customer and is awaiting the customer's response so that we can begin the necessary repairs.  Due to the aforementioned, we ask that the BBB kindly close this complaint.

   

  Customer Answer

  Date: 02/26/2024

  I am still waiting for the proposed remedy to address the defects in my roof.... No repairs have been made thus far. I sent an email to Roberto Iglesias on February 8th stating that I am waiting to hear from him. I sent him a followup message, today,  asking "When will I get TM proposal to the remedy of my roof problem? His reply: "Is this Frank P?'  I replied, "yes" and I have not heard back from him. Please keep this case open until the justified remedy is completed. ( Taylor Morrison's independent inspector found additional problems with my roof) In his report the inspector suggested fastening the loose roof tiles with the proper adhesive.  This does not address the problem with the remainder of the tile that were not properly secured to the roof membrane as per code. Instead roofing cement was used in place of Polyurethane foam mandated by the building code at the time. NOTE: Roofing cement only lasts up to ten years because it become brittle of time and loses its adhesive quality. Thus, my roof will not withstand hurricane force winds. My roof was not installed according to professional standards as was required. 

• Initial Complaint

  Date:12/22/2023

  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.

  I am a neighboring property owner for a new house under construction by Taylor Morrison construction crew. During the construction of the new house, my water was used without my permission. This resulted in a drastic increase to my water bill. In addition, trash and a barrier material were dragged across my property resulting in the damage to my plant. I am seeking reimbursement for the water usage and value of the damaged plants. Based on the water bill of $95.32, a fair reimbursement would be $170.79 (which is $266.11 for previous month water minus $95.32 for the month water = $170.79 difference based on me the trend that my water usage would likely be close to or less than my current water usage). To replace the plants, a fair reimbursement would be $80. This is to replace a Japanese Boxwood, Rosemary bushes, and a Holly. Total reimbursement = $250.79

  

  Business Response

  Date: 01/22/2024

  Taylor Morrison values its customers and takes great pride in building a quality home. We have taken precautions to protect the neighboring homes while a new home is under construction by installing an orange flexible fence which prevents construction material from falling onto the neighboring property.
  We have been in communication with the Consumer regarding his request for reimbursement and asked that he provide photos or video footage to point out the damage to his plant material. The construction next door to the Consumer’s home was not close enough to have caused any damage. The video provided showed a piece of plastic laying on top of the Consumer’s plant material but does not show any plant material harmed, therefore we have denied the Consumer’s request for reimbursement. Regarding the reimbursement for the water bill, the Consumer stated he had proof of the contractors using his water, but we have yet to receive it. The increase in cost was during the month of August, which naturally is a hotter month and water bills are higher.
  Thank you for allowing us the opportunity to address the Consumer’s statements and provide details about these matters. We consider this matter closed based on the information provided.

  Customer Answer

  Date: 01/26/2024

  The company's response to this claim is false and inaccurate. As you can see in the provided picture, the orange material is not properly installed as they claim. This material was left on my property over night on Friday going into the weekend by the construction crew with no intention of cleaning up until I reported the issue. Video footage has been provided to the Taylor Morrison showing the orange material being dragged over the plants which has damaged the young plants. 

  I have seen the construction workers standing around on my property during the construction on the neighboring house during the summer months. Due to the hot months in Texas summers, I understand and okay with if they would like to stand in the shade of my house. I personally witnessed them standing around on my property but didn't record them or bring it up for concern until I noticed my water bill. They were using my water for the brick laying of the neighboring house. The increase in the water bill insignificantly greater than July and September in which are also hot months.

  Taylor Morrison has failed to take responsibility to actions done by their construction crew and have not shown valuing/respecting customers and neighboring properties. They also damaged my gutters and sprinker system but they at least took respsonbilty of those issues by fixing them. Taylor Morrison has failed to take resposiblity for all actions done by their construction crew though. I would not recommend doing business with Taylor Morrison or even living in a neigbhor under construction by Taylor Morrison.

  

  Business Response

  Date: 02/21/2024

  Thank you again for allowing us the opportunity to respond to the Consumer’s statements. Our position has not changed based on our previous response. As the Consumer mentioned, we completed repairs to damage that was caused to the sprinkler system and gutters, but do not agree that the plastic orange fence caused damage to the plant material. There was no proof provided to us showing our contractors used the Consumer’s water, therefore we are unable to provide further assistance in this matter.

  Customer Answer

  Date: 02/29/2024

  For issues previously addressed by Taylor Morrison did not require video evidence, but even with video evidence now and supporting bills, Taylor Morrison has failed to take full accountability of actions of construction crew hiring by Taylor Morrison for the neighboring property. I do not agree that Taylor Morrison value their customer or respect other peoples' property. They did not treat my home with respect during warranty calls and have not treated my home with respect during the construction of the neighboring property. Taylor Morrison has not even stopped by my house to check if my plants were damaged to verify actions done by their crew for due diligence. While under warranty, the maintance crew urinated all around my toilet and failed to clean up after themselves immediately afterwards. Due to not feeling that my family and I are safe with Taylor Morrison personnel around, I have had to cameras installed all around my property for protection against Taylor Morrison crew. I believe Taylor has failed to take full accountability for all actions by their crew and I would not recommend doing business with them or neighborhoods with Taylor Morrison built houses and do not accept their response to this claim.

• Initial Complaint

  Date:12/13/2023

  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.

  I purchased a home from Taylor Morrison (TM) in September of 2021, and filed a warranty complaint against a large hump in the living room floor.In response, they sent contractors to my home who absolutely DESTROYED the floor. Then, when they realized how expensive the repairs would be, they threatened to cut off my per diem if I did not accept the work and move back in. Later, when I showed TM representatives how bad the floors still were, they flat out lied to higher *** and ignored **** then had two architects, one of which specializes in Forensic Architecture, review the floor and write formal letters detailing just how bad it is. I gave those letters to TM and their response was to send their VP for construction to my home to challenge the findings. While at my home, I showed him ALL of the problem areas and told him that his field reps and contractors are lying. That was A YEAR AGO.Now, they will not return my emails or my phone calls, and they are refusing to fix the floor, per the binding contract that they gave me. In their latest move, they hired a lawyer to call me and argue with me about a repair agreement. That attorney asked me to provide the name of a third party that would provide a final inspection of the floor so I gave him the name of the Forensic Architect that wrote a letter for me. Neither their lawyer nor ANYONE at TM will call me or email me back.If anyone wants to see those letters from the architects, I will MORE THAN GLADLY send them to you.ALL that I want is for TM to fix my foundation, per the legally binding contract they gave me, and to let me provide a final approval of their work.They REFUSE.

  

  Business Response

  Date: 01/08/2024

  Thank you for the opportunity to respond to this customer's complaint.  Contrary to the customer's allegations, ******************** was willing to perform the necessary repairs months prior to their filing the BBB complaint and remains willing to do so today. Most recently, the customer advised ******************** on December 21, 2023, that they were reviewing Taylor Morrisons proposed agreement and that they would respond later.  As of January 8th, ****, the customer has not responded to ******************** regarding their review of our repair offer.  Taylor Morrison has made every effort to work with the customer and asks that the ******************** kindly closes this complaint due to the aforementioned.

  Customer Answer

  Date: 01/08/2024

  My response:

   Fact: I had to get two architects to write formal letters detailing how bad my floor really are in order to get TM to even give me a repair agreement because your field reps and contractors are such blatant liars. (I have text messages from your reps stating that my floor are within standard when they knew it was not)

  Fact: Your VP for Construction and your Director of **************** were in my home at the end of May of 2023 to challenge the architects' findings. Only then did they even offer a "repair agreement."

  Fact: The repair agreement they offered explicitly stated that the very contractors who lied about the floor would be the final authority on whether repairs were within standard. 

  Fact: I asked your attorney to include a private, forensic architect in the agreement on November 30th of 2023.

  Fact: It was not until December 15th of 2023 that TM finally agreed to let a private, forensic architect act as the final authority on repairs - not the contractors who lied about it.

  Fact: The statement "Taylor Morrison has made every effort to work with the customer..." is the lie of the century! TM is finally repairing my floor because two independent architects wrote absolutely damning letters about it in April of 2023, a full ***************************************************************** January of 2022. TM has done nothing but lie about my floors and fight me.

   

  

  Business Response

  Date: 01/18/2024

  The statements made in Taylor Morrison's original response remain the same.  Although we appreciate the customer wants to add more details regarding the timeline of events that have occurred up to this point, it does not negate nor dispute our response that a repair agreement has been presented to the customer and we are still waiting for his response.  In light of this, we respectfully ask that the BBB close this complaint.

  

  Business Response

  Date: 01/18/2024

  The statements made in Taylor Morrison's original response remain the same.  Although we appreciate the customer wants to add more details regarding the timeline of events that have occurred up to this point, it does not negate nor dispute our response that a repair agreement has been presented to the customer and we are still waiting for his response.  In light of this, we respectfully ask that the BBB close this complaint.

  

  Business Response

  Date: 01/18/2024

  The statements made in Taylor Morrison's original response remain the same.  Although we appreciate the customer wants to add more details regarding the timeline of events that have occurred up to this point, it does not negate nor dispute our response that a repair agreement has been presented to the customer and we are still waiting for his response.  In light of this, we respectfully ask that the BBB close this complaint.

  

  Business Response

  Date: 01/18/2024

  The statements made in Taylor Morrison's original response remain the same.  Although we appreciate the customer wants to add more details regarding the timeline of events that have occurred up to this point, it does not negate nor dispute our response that a repair agreement has been presented to the customer and we are still waiting for his response.  In light of this, we respectfully ask that the BBB close this complaint.

  

  Business Response

  Date: 01/18/2024

  The statements made in Taylor Morrison's original response remain the same.  Although we appreciate the customer wants to add more details regarding the timeline of events that have occurred up to this point, it does not negate nor dispute our response that a repair agreement has been presented to the customer and we are still waiting for his response.  In light of this, we respectfully ask that the BBB close this complaint.

  

  Business Response

  Date: 01/18/2024

  The statements made in Taylor Morrison's original response remain the same.  Although we appreciate the customer wants to add more details regarding the timeline of events that have occurred up to this point, it does not negate nor dispute our response that a repair agreement has been presented to the customer and we are still waiting for his response.  In light of this, we respectfully ask that the BBB close this complaint.

• Initial Complaint

  Date:11/18/2023

  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.

  This is related to a complaint (#********) filed in Apr 2023. There are several visits by vendor to fix issues however some of key issues are not yet fixed. Major issue is related to roof leak and TM has raised request to get it addressed and was told that it is fixed properly now but in just one rain today, my garage is flooded by water and seems its bad roof fix and no proper checking the quality of work. I really want TM to resolve this issue on priority as it may lead to mold problem and have other impact on structure. I also want TM to compensate for my stuff that got spoiled due to water leakage. I was forced to close the home in spite of some major finding during pre closing inspection with no transparency of issues reported by their inspector so do not know if any other internal issues which are not visible from outside.

  

  Business Response

  Date: 12/19/2023

  Thank you for allowing us to respond once again to the consumer's concerns. As of 12/15/23, all repairs have been completed and the consumer has provided a signature approving the completed repairs. We thank the consumer for choosing Taylor Morrison as their builder and consider these matters closed. 

• Initial Complaint

  Date:11/17/2023

  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.

  Our new home was built from Feb 2021 - Feb 2022. Prior to closing we completed a final walk through with the superintendent. The most critical issue that was explained to him was that the 2nd floor was squeaking and could feel the playwood seams through the carpet (due to the wood warping because the house Sat open for several month during AZ monsoon summer). **** assured me they could come back out and plane those seams down and tack down the boards to resolve the squeaking. Approximately 6 months later the issue was being resolved, except one section in the hallway and the stair case. This item has been outstanding on our warranty repair list for 18-months. Taylor Morrison representatives state they will have the squeaks addressed on staircase but will not replace any damaged carpet that happen during the process. When asked whether the carpet would be replaced when the subfloor was done they responded it would have, but not the staircase. Id like to have the squeaks in my staircase addressed because its a warranty item but dont want to be left with a carpet replacement bill if it is damaged.

  

  Business Response

  Date: 12/05/2023

  Thank you for the opportunity to respond to the Consumers concerns. Taylor Morrison Leadership has informed the Consumer, that if the carpet is damaged due to repair work performed on the stairs, Taylor Morrison will replace the carpet. We thank Consumer for choosing Taylor Morrison as his home builder and appreciate his patience and understanding while we continue to service warranty concerns. We consider this issue addressed, and ask that, based on the information provided to the Consumer supporting the foregoing, the BBB similarly considers this matter closed. 

• Initial Complaint

  Date:10/21/2023

  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.

  We closed on our home September 11th,2023. We were never told that we would have to install aluminum gutters on the home. How could you possibly pay this much for a home and never be told that it does not come with rain gutters. Now I have flash flood rains falling on the cement in the flower beds that hold the pavers in place that has destroyed areas of the concrete that will cause the pavers to loosen. On top of the fact that im reading on the community page that the *** is giving everyone a hard time with this. When I went to the design center in ********. I spoke with ********************* and I stated that I wanted the lighting the way it was in the model. Now I get there and, the area above in the dining room where the light is. Is uneven and the area above the breakfast nook has a chandalier insted of a led ceiling light and that is uneven as well. I have about 30 items that have not been corrected as of yet and the cabinet company that is ********** is teling me that I have to wait until January of **** until they can come out and assess and order cracked cabinet drawer fronts .I filed all of the 30 items on the warranty page for Taylor Morrison. Will everything be done by the end of ****? Your guess is as good as mine.I would at this point say to anyone considering purchaseing a Taylor Morrison home Buyer Beware!!!I spoke with ********************* who deals with Taylor Morrison complaints and can honestly say that she hasn't really done anything of any signifigance other than saying that things will get done. I was there twice and pointed out everything before closing and nothing was done. Mulitple employes have been fired or transferred. That were suppossed to be supervising employees for my build. I recently was introduced to the new supervisor ************************************* who I recently asked did you order the trim piece that was missing from my microwave and said he did not. Supsequently I called GE myself and complained that it was missing and they are sending me a new one

  

  Business Response

  Date: 11/03/2023

  Taylor Morrison thanks the BBB for the opportunity to respond to this customer's complaint.  ******************** takes its contractual and warrantable obligations to its customers very seriously and the Taylor Morrison Limited Home Warranty Program provides a method for customers to assert warranty claims in an efficient manner for both the customer and ********************.

  ********************'s Corporate Customer Experience Manager has made contact with the Customer to further understand their frustrations and open items.  The customer's frustration and dissatisfaction with the home's lack of a gutter system was discussed and is being reviewed.  Further, the customer's concerns regarding his upcoming November visit to the home to have warranty items addressed was discussed, and a promise was made to have a clear, organized, and realistic agenda communicated to the customer before his visit to ensure successful completion of those items.  Additionally, a clear and concise list of what is not able to be done at that time, the reason why, and estimated future dates of completion will also be provided at that time for full transparency.  We thank the customer for choosing ******************** as their builder, and in light of the aforementioned, respectfully request that the BBB close this complaint.

   

   

  Customer Answer

  Date: 11/06/2023

  Good afternoon, as of this November 6th day of 2023., I still do not have a formal resolution with the respect to the more than 30 items to be corrected. *** taking a wait and see approach to this matter. Example I don't know anything with respect to the fact that there were no gutters installed on the home and why it was not disclosed at the time of sale? The fireplace rough in was not installed correctly and certain ceiling fixtures were not installed level or centered. I will be flying into that location on November 12th thru November 16th at which time only some and not all the items will be completed. That should have been done prior to closing on the home.

• Initial Complaint

  Date:10/03/2023

  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.

  Home warranty issues, never completing walk through issues. 1 year walk through with still incomplete items done on 12/27/22. Had a private home inspector note multiple issues with framing and roofing. Supervisor **** informed me to find my own frame and he would cover. Then later denied this. Roof issues still not resolved despite sending information to Taylor Morrison Supervisor.Numerous other issues with doors, dry wall, pavers, outside paint, garage door paint, pantry door frame, and other issues not addressed after numerous attempts to reach the home warranty department, manager, and regional vice President

  

  Business Response

  Date: 11/15/2023

  Taylor Morrison thanks the BBB for the opportunity to respond to this customer's complaint.  Since the filing of the complaint, Taylor Morrison has been attempting to make contact with the customer multiple times, in order to meet them at their home and review the list of items made in this complaint.  At this time, Taylor Morrison has not received a response from the customer.  ******************** looks forward to addressing the customer's concerns amicably.  Please consider the closure of this complaint, in light of the foregoing.

• Initial Complaint

  Date:09/14/2023

  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.

  Purchased new construction in 2020 Builder refused to seal cracks as cracks are owner maintenance (this was first year.!). This year we received a quote for gutters. Contractor pointed out large wholes that were unfinished and open on building. Also, our window seals on all upper windows looked like Swiss cheese with openings throughout from defective or wrong caulk being used. We submitted a ticket but TM builder refused to correct citing owner maintenance. We dont believe its reasonable to need to replace ALL upper window seals after 2 years. Builder TM was then deceptive telling us they did not install windows! We believe on our behalf TM builder should correct this issue instead of ignoring calls and e mails. There are also 8 homeowners also experiencing same issue!************ warranty office is not helpful.

  

  Business Response

  Date: 10/18/2023

  While the homeowners complaint appears to suggest otherwise, Taylor Morrison did in fact make certain stucco, sealant and painting repairs. Taylor Morrisons third-party trade contractor installed the windows and Taylor Morrison provided the homeowner with the window installers contact information. Homeowner is correct in that Taylor Morrison did not perform certain work requested by the homeowner that it believed to be a homeowner maintenance responsibility, as manufactured products are excluded with homeowner warranty. That being said, Taylor Morrison has offered to have the homeowners concerns re-evaluated and is currently trying to coordinate an inspection.

  Customer Answer

  Date: 10/19/2023

  I have tried since October 6 to communicate with the ** ******** ** warranty office after *********************** and ***** came to look at upper windows, without a ladder.  I do not consider that an inspection. The completed work ** referenced in their response was regarding a separate matter As of today, 10/19/23, ** has made further attempt to remedy the  problem that involves 5 upper windows.  Further, American Builders Supply may have supplied ** with the windows; ABS has stated sealing and painting was done by builder. Therefore, ** needs to stand behind their promise of quality craftsmanship and make necessary repairs, or see that ABS makes repairs for us ASAP. *** does not deal with the general publiconly builders. I did not purchase the windows, Taylor Morrison is their customer. This is known to ********************. The ********************* office is ignoring any further correspondence from us and we need to have this repair completed asap. This has been almost a year of stalling by the builder. What has happened to the upper window seals is not owner lack of maintenance.  It is the result of shoddy work or the use of the wrong product used to seal windows. Window seals should not look like Swiss cheese after only 2 years. Am looking forward to a date for this work to commence. Thank you, 

  

  Business Response

  Date: 10/31/2023

  Taylor Morrison will be inspecting **************** home on November 8, 2023 in light of her concerns, and will provide consumer a substantive response based on the finds of that inspection.

  Customer Answer

  Date: 10/31/2023

  
  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,
  
  ***********************