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 has 23 locations, listed below.

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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:04/30/2023

  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 put in a warrant claim for a leak / faulty construction for the master shower shortly after we closed. Our warrant rep at the time told us that the tiles would be removed in our master bath and whatever issue underneath would be corrected. That was 6 months ago. Since then, our warranty rep has left, and weve been getting excuse after excuse as to why the tiles havent even been ordered. Meanwhile my master shower and bath are non useable and the moisture underneath and into my kitchen ceiling remains. The health of my family is at risk and Ive taken several time off of work unpaid to meet with reps for the company only to have nothing accomplished.

  

  Business Response

  Date: 05/23/2023

  Taylor Morrison 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 customers with 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. 
  
  We thank the consumer for their patience regarding our response to their warranty items/concerns.  At this time, Taylor Morrison representatives and their subcontractors have visited the home, inspected the concerns, and have put into motion extensive repair plans  At this time, due to the extent of the repairs, an exact date of completion cannot be provided, however the consumer is aware of Taylor Morrison's intent to fully complete the repairs to the consumer's satisfaction and per our warrantable obligations.  With that said, we respectfully request that the BBB considers this matter closed as we continue to work closely with the consumer to a point of completion.
  

• Initial Complaint

  Date:04/26/2023

  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 Taylor Morrison house closed on March 26, 2022. There have been 20+ issues that required utilizing their warranty service. Although a struggle, we have been able to resolve all but one. The gas fireplace makes a very loud gong-type noise after the flame goes off. This is not the normal heat dissipation (contraction) ticking noise that are expected. The warranty repair request was first noted on 12/12/22. I was told by the Taylor Morrison warranty service rep *************************** to not use the fireplace until it could be fixed. An appointment was scheduled with California Mantel and Fireplace for 1/3/23. At this early morning appointment the issue could not be duplicated before the rep had to leave. I was asked to make a video recording of the fireplace when this issue occurred. I made several recordings over several days and submitted these to Taylor Morrison's warranty service ******** 3/10/23 California Mantel and Fireplace reps came to inspect the fireplace. I discovered then that the videos I made had not been reviewed. During this appointment, the California Mantel and Fireplace reps told me that I had to run the fireplace 6 or more consecutive hours on 3 consecutive days. This had never been mentioned previously. On Monday 3/13/23 I notified Taylor Morrison that this had been done. On 3/21/23 a fireplace technician attempted to fix the fireplace by installing some sort of pre-made kit. This repair did not and made the problem worse. On 3/23/23 I notified Taylor Morrison that the problem continued and was made worse. I got no response from the on-site Taylor Morrison warranty service rep to my 3/23/23 notification that the fireplace is still an issue. On or about 3/30/23 I tracked down the Taylor Morrison rep at his office. At that time I was told that the local California Mantel and **************** had contacted their corporate offices for further direction. I have heard nothing from them or Taylor Morrison since that time.

  

  Business Response

  Date: 05/19/2023

  Taylor Morrison values its customers and in a show of support of its customers after closing, 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. 

  
  We have been in communication with the consumer and have offered a solution to alleviate the sound of the fireplace operation.  We had California Mantel, the fireplace contractor, inspect the unit and it was determined another metal expansion kit can be installed to help reduce the noise.  The kit has been ordered, and it scheduled to be installed on 5/26/23.

  
  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, since we have provided information regarding our efforts for repair and the estimated date of completion.

• Initial Complaint

  Date:04/25/2023

  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.

  The front of garage door holds water after a rainstorm. Please repair. Warranty have gone silent.

  

  Business Response

  Date: 05/18/2023

  Taylor Morrison 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 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. We are sorry to hear we did not meet this consumers initial expectations.

  As of the writing of this response, the driveway work has already been completed and the customer is aware.  We thank the consumer for choosing Taylor Morrison and in light of the foregoing, ask the BBB to consider this issue resolved. 

  Customer Answer

  Date: 05/18/2023

  
  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:04/19/2023

  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 my home , and closed June 8, 2022. I am getting ready for my year walk thru and have multiple issues that have not been taken care of from my original walk thru. I have had a leaking roof that caused the beginning of a lot of problems. I will be including a copy of a timeline that spells out dates of events, and problems since my move in regarding the repairs that need to be done.

  

  Business Response

  Date: 04/26/2023

  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. Taylor Morrison does not compensate for any lost income or wages as a result of the consumer taking time off work to attend repairs.  Cooperation and flexibility are needed from the consumer to Taylor Morrison to complete the work.
  Taylor Morrison realizes the consumer's experience has not been as positive as both parties had hoped, we owe an apology and sincerely regret any frustrations they may have experienced.  Our warranty manager has recently reached out and left a message, we would like to reassure the consumer our commitment to finishing the house.  We are working diligently to get their house completed as soon as possible so they may enjoy their beautiful home that Taylor Morrison built for them. 
  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:04/17/2023

  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.

  Either our roof has leaked or the foundation has shifted significantly and caused several rooms to have drywall damage. Taylor Morrison's employee (****) has stated that the damage is caused by water which would rule out the foundation. **** has stated that there is nothing that Taylor Morrison will do to remediate the problem. A roofer has examined the roof and doesn't believe the roof is leaking. We are now stuck with a potentially leaking roof which in the *************** is a "Material defect" that must be disclosed to any potential buyer. Our roof has already leaked and caused drywall damage within 1 year of owning the home. Taylor Morrison claims that they will not warranty a leaking roof past 1 year. If I were to have a brand new roof installed, it would come with a 10 year warranty.

  

  Business Response

  Date: 04/28/2023

  Taylor Morrisons 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. The warranty is designed to provide customers with a convenient, responsive, and easy-to-use method of asserting warranty claims to ensure Taylor Morrison quality standards set forth therein are followed to avoid any misunderstanding by the consumer. 
  
  On 3/7/23, The Consumer called to report ceiling cracks found in same area as the year prior, and the next day our **************** Manager and restoration company inspected the property on 3/8/23.  The Consumer reported the drywall above the two doors to the bedrooms just the day before was wet and spongy including the top of the door trim. We found no signs of water staining or moisture either visually or with a FLIR tool. We inspected the entrance and hallway in bedrooms 2 and 3 for moisture above the doors and the entire wall where the homeowner said the moisture was the day before and no moisture was detected. We also hired a licensed roofer to inspect the roof and attic where no evidence of a leak or moisture was found.  The roofer pulled the insulation back above the wall in question and there was no sign this area had ever been wet and no evidence of a place where moisture could enter.
  
  The corner of the drywall where the wall meets the ceiling has cracked but no more so than other areas in the home from settling. The **************** Manager explained all this to the consumer and advised that based on our warranty provisions, we offer a one-time drywall repair which had been completed at the year-end visit the year prior and any current or ************** cracks are the responsibility of the Consumer to repair and maintain. We respectfully advised the Consumer we would not be doing further drywall repairs and we consider this issue to be resolved. 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: 04/28/2023

  Taylor Morrison's response is very canned and typical. They are not interested in delivering a quality finished product nor interested in discovering the root of the problem. I brought in my own contractors to help diagnose the issue. The problem is that Taylor Morrison built this home on a very wet piece of land and backfilled the crawlspace with rock to conceal the standing water. The drain that was installed in the crawlspace was installed improperly and does not allow the water to drain from my crawlspace which is causing foundation issues. Homes do not continue to settle after 2 years unless the foundation is being affected. One of our bedroom doors does not close properly which is what led me to believe the foundation could be affected. I now have a massive estimate to repair Taylor Morrison's mistakes. I really hope Taylor Morrison will consider the consumer in this situation and step up to make this situation correct. 

  

  Business Response

  Date: 05/12/2023

  Thank you for giving us the opportunity to address the consumers' concerns once again. During the last rain event it was observed that the draining of water from around the consumers' foundation was functioning properly and as designed. Taylor Morrison cannot proceed with building each home unless each stage of construction is approved by the city who has jurisdiction over the build. Not all drywall cracking that occurs in a home is related to a structural or foundation failure but mainly due to expansion and contraction of materials with changes in temperature. The Warranty states, we offer one-time drywall repairs within the first year only. 
  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 decision stands regardless of the number of times consumer wishes a different outcome than as set forth as our obligations in the legally binding documents signed prior to entering into a Purchase Agreement. 

• Initial Complaint

  Date:04/17/2023

  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.

  I bought a townhouse from them, the house closed on May 2nd, 2022. Last September, the main bathroom glass door fall off the wall, but they got it fixed. Starting from Feb 14th,2023, there are some tiles in one bath floor cracked. I filed a claim in multiple ways, email, phone call, and online. very difficult to get a response, finally they did an inspection on Mar, 21, and said 2 bathroom floor tiles need to be replaced. But till today, still, no date be arranged to fix the tiles.

  

  Business Response

  Date: 04/19/2023

  Taylor Morrison values its customers and in a show of support of its customers even after closing, theTaylor 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.

  On April 17th, 2023, the consumer spoke with a member of our **************** team, and provided the consumer a timeline for repairs, including that they would take place by April 26th.  

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

  Customer Answer

  Date: 04/19/2023

  
  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:04/17/2023

  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.

  This complaint is about the Taylor Morrison warranty #******. Our house wasclosed in January 2023. Quartzite was chosen as an upgradedkitchen countertop . Recently, after cleaning the counter top, we noticed a long end to end crack and chipped areas . It is stress crack that formed as a result of cutting they made to mount sink. It is installers responsibility to cut out sink without breaking the counter top. We spent a fortune on the Quartzite and we didnt expect such damaged product.Warranty team is saying that it is a fissure, but a crack is a broken piece of countertop that is usually the result of man-made stresses. A fissure, on the other hand, is a part of the stone that resembles a crack but is caused by natural geological formation or mineral crystallization. The crack on our counter top clearly appears to be the result ofa man made stresses.We are dissatisfied with the warranty team's services in our community, and we would like Taylor Morrison to examine this matter and take the necessary steps.For your reference attached the required 5 pictures.

  

  Business Response

  Date: 05/04/2023

  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.
  This homebuyer closed in January 2023 and reported the issue at that time.  Our team inspected the area of concern on the natural stone and determined it is a fissure which is considered a natural characteristic in this type of material. The buyer did not agree with our assessment, so we agreed to have a professional stone manufacturer inspect the stone and they also came to the same conclusion and identified a fissure in the material, not a crack due to fabrication as the customer stated. We consider this matter resolved and respectfully request the BBB considers this complaint closed.

  Customer Answer

  Date: 05/06/2023

  Taylor morrison did not even shown concern to fix the fissure or this crack. Not satisfied with their response.

  

  Business Response

  Date: 05/11/2023

  As previously stated, we met with the consumer and explained a fissure is a natural cleft in the formation of the Quartzite which are often mistaken for cracks. Due to this fissure, a repair is not needed or warranted. In light of the foregoing, we respectfully request that the BBB consider this matter closed in that Taylor Morrison has fully and thoughtfully responded and our final decision stands for the reasons outlined to the consumer multiple times regardless of the number of times consumer wishes a different outcome based on his opinion.

  Customer Answer

  Date: 05/13/2023

  We reject their response. Initially when taylor morrison has approached us they said its not at all a crack and its a simple fissure. So later, we enquired with the vendor who installed it and a different person came over and verified it . He stated that its a think crack  rather they are fissures and can be repaired.

  We were not happy with the taylor morrison's response on calling this as a fissure. 

• Initial Complaint

  Date:04/17/2023

  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.

  I purchased a home from Taylor Morrison (TM) in September of ******************************************************************************************************* response, they sent a construction crew to my home who made it worse. Then, without checking or measuring anything, and without my approval, TM instructed the workers to lay flooring back down over a slab of concrete that is still well outside of standard. I then contacted TM and told them that my floors are still not right. In response, ********************************************** sent one of his warranty ***** ********************** to my home for an inspection. I used a laser and tape measure and showed Pat that my floors are still not correct, but he absolutely refused to acknowledge it. He then used a plain 48 level, which DOES NOT PRODUCE NUMBERS, to measure the area and claimed it was fine. Then *** lied and told ******* that my floors are within standards.To counter Pats lies, I have had two architects review the foundation, and it is not even close to correct.

  

  Business Response

  Date: 04/27/2023

  Taylor Morrison values its customers and in a show of support of its customers 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.

  We have been in contact with this customer and the Director of **************** recently visited the home and reviewed the flooring concern.  It has been determined that a repair will be necessary, and the detailed plan for repairs has been shared with the customer.  Materials for the repair have been ordered, and the dates for work will be scheduled once the material has been received.  We will coordinate all of the work with the customer on mutually agreed upon dates.  

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

• Initial Complaint

  Date:04/14/2023

  Type:Customer Service 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 resident of ******* and signed the contract with Taylor Morrison(TM) in January *********************************** Austin. At the time, the estimated completion date for the home was March 2023. However, due to a delay in the design options selection process caused by Taylor Morrison having incorrect buyer information along with construction delays the home has not been completed as of today. Furthermore, during my recent visit I noticed that the construction quality was below par with broken windows, different design selections than originally selected, raccoons in pipes.?Apart from the above, I have experienced a significant decrease in my W2 income, and my employer no longer allows transfers from ******* to Austin due to post-COVID restrictions. As a result, I reached out to TM requesting to either cancel the contract and refund the ******* money or explore incentives so I could still purchase the house as an investment property. Unfortunately, TM was unwilling to accommodate either of these requests, even though their latest homes were being sold at much lower price points.After reviewing my contract, I believed that TM had defaulted on the agreement in multiple instances. I communicated this concern in an email, along with concerns about the construction quality and requested a refund of ***********. Instead of addressing my concerns or providing counterpoints, TM sent me a cancellation letter on April 12, 2023, stating that my unwillingness to proceed with the purchase was a default under the Agreement, and they were canceling the Purchase Agreement accordingly.This situation has resulted in financial loss (******* money and interest) and significant mental distress due to TMs frequent provision of incorrect information/threats. ** has sent multiple emails stating that I respond in 24 hours or my contract/home funding would be cancelled.

  

  Business Response

  Date: 05/11/2023

  Taylor Morrison worked closely with this consumer to provide options for his situation, but ultimately the consumer chose to cancel his purchase agreement. We thank the consumer for choosing Taylor Morrison and the BBB for the opportunity to resolve this matter. 

• Initial Complaint

  Date:04/13/2023

  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.

  We purchased our home from Taylor Morrison in March 2022. We have had a lot of issues with work getting completed prior to closing and overall just terrible customer service. We were told by TM construction manager/supervisors that all the pending work will be completed within 14 days after closing and I must close my home to avoid any penalty as received certificate of occupancy. Most of the issues are still pending to be resolved i.e. Broken Glass window, Master Bath tub, Missing part in glass window, unfinished main gate/stucco, improper appliance installation, garage door strip, broken roof tiles, *********.. There was issue with roof during construction which was reported earlier and roof was replaced however no further inspection report was provided which could clarify us that all issues are resolved hence I need to get my inspection done and paid again that discovered some issues so no guarantee on workmanship and quality. Only minor issues such as leakage, Heating and lights were fixed in 14 days. Now as per them, most of these will be moved to warranty but no proper timeframe is provided to resolve all of these issues to my satisfaction. Some of these are pending for months. In the one year of dealing with Taylor Morrison department we have had 3 different reps for the neighborhood and little resolve to not only our issues but the whole neighborhood has complaints about unresolved issues and being brushed off. We want the items to be finished and done with integrity once and for all. We have spent so much time over the past one year waiting, taking vacation days, using personal time at work for meeting/workers to not show up, no communication from anyone about any ETA to resolve these issues. As per TM, they do not have any control on their vendor so can not provide any dates. It's been frustrating and costly experience on our end.Appreciate if TM resolve all the issues asap without any further delay with proper Quality.

  

  Business Response

  Date: 04/19/2023

  Taylor Morrison values its customers and takes great pride in being America's 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. In order to better serve our customers and respond promptly, we ask that all requests be submitted in writing thru out website at www.taylormorrison.com.
  
  As the customers stated in the complaint their concerns are the number of items left incomplete when they closed on their house in March 2023.  The Superintendents and **************** Representative met with the customer on 4/14 to address these incomplete items and schedule the outstanding work.  (Broken glass window, missing glazing bead for window, stucco repairs, master bathtub, appliance installation broken roof tiles and painting).
  Due to our supply chain for the window parts and labor shortage with our stucco company it has become difficult to predict when these items will be repaired. The superintendent has received confirmation from our trade partners on the window parts and stucco repairs. The stucco is scheduled for 4/21 and the window parts are scheduled to be installed on 4/26. The remaining items left have been scheduled with the customer for 5/8, 5/22 &5/23.       
  

  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.

  
  

  Customer Answer

  Date: 08/21/2023

  This is related to a complaint (#********) filed in Apr 2023. Since some of those critical issues are still not addressed so filing a complaint again as old complaint was closed by stating that warranty work is scheduled. ** has scheduled work three times however some of the vendor do not turn up at all and so still having open issues even after 5 months of closing and impacting my office work as someone must be at home during that time in case vendor turn up to fix the issue. We purchased our home from Taylor Morrison in March 2022. We have had a lot of issues with work getting completed prior to closing and overall just terrible customer service. We were told by TM construction manager that all the pending work will be completed within 14 days after closing however some of the critical issues are still pending i.e. Broken Roof tiles and installation issues, broken side gate/strips, unfinished garage stucco, main gate lock etc.. There was issue with roof during construction also and not yet fixed properly so no guarantee on workmanship and quality. In the one year of dealing with Taylor Morrison department we have had 3 different reps for the neighborhood and little resolve to not only our issues but the whole neighborhood has complaints about unresolved issues and being brushed off. We want the items to be finished and done with integrity once and for all. We have spent so much time over the past one year waiting, taking vacation days, using personal time at work for meeting workers to not show up, no communication from anyone about any ETA to resolve these issues. As per TM, they do not have any control on their vendor so cannot provide any dates. It's been frustrating and costly experience on our end. Appreciate if TM resolve all the issues asap without any further delay with proper Quality and pay compensation for the stress and overcharges.

  

  Business Response

  Date: 09/15/2023

  Thank you for allowing us the opportunity to address the Consumers statements and provide details about this matter. Taylor Morrison values its customers and takes great pride in building a quality home. According to our records, the remaining items to be completed are scheduled for September 19th-22nd and these include stucco repair, tub chip, gate repair, drainage inspections at the patio and side gate pillar inspection. We apologize for the length of time it has taken to complete the full list of items. All other items the consumer mentions have been completed. Our team remains committed to quality and to completing warranty items as efficiently as possible. We appreciate the consumers patience and consider this matter closed based on the information provided. 

  Customer Answer

  Date: 09/23/2023

  Some of the work is still pending as vendor did not show up and new requests are open so this also needs to remain open until all issues are fixed. As per TM , there are two warranty inspection scheduled ( 1st month and 10th Month) and I am approaching 7th month and issues related to 1st inspections are also not fixed. 

  I was told to paint the slats on gate to protect from rain and I purchased paint but some defective/crack slats at gates are not replaced yet even after scheduling 3 times so unable to finish paint work also completely. Also roof inspection report is still awaited as seems still having issues . Also awaiting refund for deadbolt on main gate as not installed as per contract. 

  If TM warranty addresses all issues in next 2-3 weeks than this complaint can be closed otherwise should remain open until everything is not addressed.

  Thanks.

   

   

   

   

  

  Business Response

  Date: 09/26/2023

  Thank you for allowing us to clarify the Consumers concerns. Due to a change in personnel, the new **************** Representative met with the Consumer for the first-time last week, walked the home and reviewed open and new warranty items. The Consumer seemed very appreciative of this meeting. We have shared the following updates with the Consumer. The gate slats repair had to be rescheduled due to miscommunication with the previous representative and this has now been completed.
  At this time, roofing repairs were completed by ******************, and we are currently waiting for photos and documentation indicating the repairs made. As a courtesy to the Consumer, we have scheduled ****************** to go back out and perform a final inspection with a water test.
  A refund for the deadbolt is being processed and the Consumer should expect reimbursement in approximately 4 weeks.
  The other pending warranty items have been scheduled for 10/13/23 and the Consumer is aware. Our team remains committed to quality and to completing warranty items as efficiently as possible. We appreciate the Consumers patience and consider this matter closed based on the information provided.