Complaints
This profile includes complaints for Taylor Homes's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/30/2024
Type: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.
Doors are separating and showing bare wood, will not close, bounce against the frame, do not catch. One window has a crack between window and wall, whistles when the wind blows and will blow out a match with no problem. One door with glass windows was gouged by the cleaning crew, offered to replace it 8 weeks ago but will not return my calls.
Business Response
Date: 01/13/2025
Dear BBB please allow this to serve as our reply to your Complaint #, our Job #******. We are pleased to inform you that we have met with *** ***** at her home and began addressing her concerns. While the inclement weather has hampered our and our subcontractors and suppliers ability to fully address the items of concern--we will continue to work diligently to get them finalized as quickly as possible. Please let us know if you need any additional information.
Sincerely, the Taylor Team
Initial Complaint
Date:10/18/2024
Type: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.
Taylor Homes has not completed our home to contract and will now not uphold their warranties. We have safety issues in our home that they continue to ignore including a non-functioning egress window, burnt-out grinder and ejection pump, roof and foundation leaks, etc. There are multiple issues related to mechanicals (HVAC, plumbing) and general aesthetics as well. They continue to ignore our requests for help since we paid their final invoice (after multiple threats from their construction managers) in early August. They have lied about coming on site to make repairs. We contracted with Taylor in Oct 2021 and it took them until Aug 2024 to "finish" our home. We have been extremely patient with the process but now they have put our family and my children's safety at risk. We will continue to pursue this until this is resolved to our satisfaction.Business Response
Date: 11/01/2024
Dear BBB;
Please allow this to serve as our reply to your complaint #********, our job # ******. We are pleased to inform you that we have completed the window well that seemed to be a safety concern. In regards to the roof-we have scheduled our Roofer to review the flashing. We intend to address the trim at the vanity and basement window next week. We are scheduling a brick wash weather permitting for as quickly as possible. We have communicated this to **** ******* as of yesterday 10/31/24 as well and will advise her as soon as dates have been confirmed.
Sincerely,The Taylor Team
Customer Answer
Date: 11/04/2024
Complaint: ********
I am rejecting this response because:The items mentioned above are not inclusive of the safety issues still outstanding in our home (burnt our grinder pump, foundation leaks, mechanical issues) nor do they fully address the items within our previous complaint, the outstanding punch list, or attempted warranty claim list.
We never received updates or confirmation on when any vendors would be at our home to complete work aside from the window well. We still have yet to receive any communication on when any other repairs will be done and have repeatedly reached out to our Superintendent and his supervisors for support.
Sincerely,
***** *******Business Response
Date: 11/27/2024
Dear BBB;
Please allow this to serve as our reply to your complaint #********, our job # ******. We are pleased to inform you that we have been working diligently finalizing the few remaining items for *** *******. This includes but not limited to ordering the necessary materials as well as scheduling the needed qualified contractors. We completed the window trim on the basement window, the window well escape has been extended to above grade to allow the window to open, the trim on the second floor bathroom has been installed, the cabinet doors have been adjusted, the flashing around the chimney has been repaired, the foundation leaking has been repaired, the HVAC line has been repaired.In regards to any items remaining: Paint the back door, brick wash, 1 brick to be added to back wall, 2 screws to be installed on bathroom faucet, grinder pump needs to be replaced.
We have talked to the masonry company and have asked them to schedule as soon as possible the brick and brick wash, weather permitting, We have also asked the plumbing company to review the grinder and screws for the faucet. Our Divisional Manager met with *** ******* last week when I made the above repairs and advised him as soon as we had dates we would be let him know.We feel confident that the Johnson's will be happy upon completion of the few remaining items.
Please let us know if you need anything further from us.
Sincerely,
The Taylor Team
Customer Answer
Date: 12/02/2024
Complaint: ********
I am rejecting this response because:We appreciate Taylor Homes continued efforts to complete our home and will be happy to close out this complaint once construction is complete with "final call" and our warranty work is filed/ completed. Thank you.
Sincerely,
***** *******Initial Complaint
Date:08/21/2024
Type: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.
Around 9/1/2023, we signed to move into our house with Taylor Homes. We had previously told our foreman, ****, that we were not happy with how the deck had been completed. The beams were not secured properly, deck boards were cut at angles, boards were warped, etc. **** had told us that if we signed then in 2023, that he would make sur the deck would get fixed to our liking and if the contractor did not do it, he would personally fix the deck. After **** gave us his word (I have it in text messages) we decided to sign. He said we would also have the punch list to work on for issues. After signing no contactor came to fix the deck nor did ****. Eventually, some contractors would come out between Sep. of 2023 - Nov. of 2023.There were not prepared, and the issues were not fixed. All the contactors stated that the whole deck needed to be replaced. We had relayed this information to **** and told him that we were still unhappy with the deck. He reported to us that it would be fixed. Sep. 2023 - Feb. 2024, we asked **** to come back to fix issues. He said that once we move in, when we see issues to let him know and Taylor would come back and fix them. We asked him to come back and fix large dents in the garage door, removing drywall mud from garage door, fixing locks on siding door, fixing the deck, and painting where contractors missed. These things never happened. Feb. of 2024, **** told us it was time to close on the house with Taylor and enter the warranty phase. When we told him we were not happy because the issues above had not been fixed, he said that it all fell under warranty. He said that he would be in charge of our warranty and would get it fixed. June of 2024, **** never got our stuff fixed and stopped responding to us. We filed for warranty through cooperate. We are now being told that none of the issues above will be fixed as they do not fall under warranty. Concrete also cracked 1 week after being installed and they won't repair it.Business Response
Date: 09/03/2024
Dear BBB, please allow this to serve as our response to your Complaint #********, our Job #1*****. We are pleased to report that we have spoken with **** ***** and she is going to be out of town most of this week but we were able to set an appointment for Monday, September 9 at 2:00 PM to review any concerns she has and begin scheduling any needed corrective work. We're committed to addressing any legitimate items as quickly as possible. Please let us know if you any additional questions.
Sincerely,
The Taylor Team
Customer Answer
Date: 09/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If issues arise that are not able to be resolved, I will reach back out.
Sincerely,
******* ********If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.Initial Complaint
Date:07/16/2024
Type: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 experience with this company has been horrific. After talking to others that have built a house in the last 2 years no one has dealt with anything like what we had to or the long timeline we have. We signed our contract in April 2022 and approved plans in July 2022. They broke ground December of 2022. There have been so many issues but we just want the work finished now because this has taken entirely to long. We were talked into given a final payment to Taylor with promise they would finish their punch list of items needing completed. We didn’t want to because we read BBB reviews from past about them never coming back out but they said they were trying to turn things around and they wouldn’t screw us over. It has been almost 2 months now and they have yet to come back out to finish the punch list. They keep telling us it will be next week and nothing has happened. We were told we could move in and they would still come back out and that we still have a signature needed saying everything is complete on the punch list and we are satisfied. They need to adjust crooked cabinet doors they never adjusted when installed, replace weatherstripping they tore up because doors were installed super early and not adjusted, fix our front spigot that leaks into our basement no one tested after installing, replace cabinet door that was bowed and paint basement after flooding stained it from backfilling not being done. We haven’t been able to use our basement since they are supposed to be working in it. It is frustrating because the entire build we went through constant human errors and the quality of work was terrible. Since no one was supervising the jobs material was getting delivered months before needed because they were so behind. We just want to make sure people know not to give final payment without full completion and the business needs structure. We just mostly want the work completed and to be done but also the BBB to know what is going on.Business Response
Date: 07/26/2024
Dear BBB please allow this to serve as our reply to your complaint #********, our job # 15,428. We wanted to let you know that upon receipt of this complaint we immediately contacted the *************. We are pleased to report that we have begun addressing their items of concerns and will continue to work diligently to complete the remaining items as quickly as possible.
We appreciate your attention to this matter. Please let us know if you need any additional information from us.
Sincerely,
The Taylor Homes TeamCustomer Answer
Date: 08/02/2024
Complaint: ********
I am rejecting this response because:They did reach out and have completed some of the small things over time on the list but we still have more to complete. The biggest still being the basement and outside spigot, so we can move and use the rest of our house. So I can’t say I accept until everything is done. I know they say in a timely manner but it’s been over 2 months and we want it done. So we do appreciate what was finally completed but the biggest problem with having punch lists to complete is lack of people to complete work for them.
Sincerely,
***** ***********Business Response
Date: 08/21/2024
Dear BBB please allow this to serve as our additional reply to your complaint #********, our job #15,428. We wanted to let you know that we continue to work with the ************* as well as the assigned contractors. Admittedly, as is common for the industry as a whole, the Subs are backed up but rest assured we will address any legitimate outstanding items.
Please let us know if you have any additional questions.
Sincerely,
The Taylor Team
Initial Complaint
Date:07/15/2024
Type: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.
Taylor Homes continues to not fulfill their end of our contract. The latest being that our warranty should begin when our home was final. We made the final call on May 10th which is when our warranty should have began. Attaching text message stating that is what we were told from our superintendent last year. We made our final payment in January 2023 yet we’re not able to move in for months and even then our home was not completed. It has taken Taylor Homes, an additional year to complete our home. After making the final call, a week later, our ac went out and we had a $183 bill to pay. Taylor Homes is saying our warranty began when final payment began yet certificate of occupancy was not even granted at this time. I told them this last year hence why the superintendent told us we did not need to worry about it until our final call. We have tried to work things out but they continue to not resolve this issue.Business Response
Date: 07/26/2024
Dear BBB please allow this to serve as our reply to your complaint #********, our job # ******. Upon receipt of this complaint, we immediately spoke with *** ****. We explained to her that pursuant to the agreed terms and conditions of numerous written Agreements, her warranty time started at the time of final payment.
In regard to her HVAC repairs, we will gladly reimburse her for the invoiced amount she provided but ask that she contact us in the event the original HVAC company doesn't comply with her requests since they already provide the warranty of the system. Lastly, we informed *** **** that we would work diligently on getting the rest of her items completed.
We appreciate your attention to this matter. Please let us know if you need any additional information from us.
Sincerely,
The Taylor Homes Team
Initial Complaint
Date:07/08/2024
Type: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 have been living in our house now for one year. We submitted our year 1 corrective action request on April 1st, 2024. The warranty person came out once and fixed a couple of minor issues (out of 9 issues on the list, he fixed 2 small problems and was gone by lunchtime). He did not know what to do with the more serious problem we have with the floor joist. He promised to look into it and get back to us, but never did. We then called the superintendent, who also promised to get back to us. We have been in contact with the corporate office to let them know about these problems. They are responsive but nothing is getting done. The warranty person reached out to us once or twice on a Friday afternoon, again promising to call back next week with more details and a plan. But nothing. This has been going on for over 3 months. We simply want our floors and walls repaired.Business Response
Date: 07/22/2024
Dear BBB, please allow this to serve as our reply to your Complaint # *********, our Job # ******. After confirming availability of the appropriate contractors, we are pleased to report that barring any unforeseen circumstances, work is scheduled for Tuesday, July 30 on the subfloor concerns. **** ****** has informed us that she would retract her BBB complaint once the work is done. Once the floors are correct, we will have to see if there’s any drywall issues in need of repair. We will know the extent of that work once when we complete the subfloor.
We thank **** ****** and the BBB for your patience and understanding. Please let us know if you have any additional questions.
Sincerely, The Taylor Team
Customer Answer
Date: 08/26/2024
Complaint: ********
I am rejecting this response because: Subcontractors were supposed to complete the work on July 30, 2024. When nobody showed up, we texted the supervisor who said that the subcontractor had fallen ill and would reschedule for August 9, 2024. Taylor Homes confirmed that both the floor and walls would be completed that day. On August 9, subcontractors showed up and stayed in their truck in our driveway for over 2 hours (presumably to wait for their boss, who did not show up). After I texted the supervisor, the crew came out of the truck and started working on the floor. They did not complete any work on the walls, letting me know that we need to reschedule. After they left, I again texted the supervisor. There were some issues with the work on the floor (we sent Shawn some pictures) and mentioned that we need to reschedule for the walls to be worked on. That was on August 9. Now, 2 weeks later, we still have not heard anything from the supervisor. To sum it up, the work has not been completed and communications with the Taylor Homes team are non-existent since they do not respond to our messages. Thank you, ***** * ****** ******
Sincerely,
***** ******Business Response
Date: 09/06/2024
Dear BBB, please allow this to serve as our reply to your Complaint # *********, our Job # ******. We are pleased to inform you that we have indeed been communicating with the Green's. In fact, we have made headway in scheduling the appropriate contractors to address their concerns; based on the schedule they have provided--we hope to have the drywall concerns addressed within a week or so and we'll stive to complete the other smaller items soon afterwards.
Please let us know if you have any additional questions of concerns.
Sincerely,
The Taylor Team
Customer Answer
Date: 09/11/2024
Complaint: ********
I am rejecting this response because: Based on previous experiences, we want to keep the complaint open until all the work has been completed.
Sincerely,
***** ******Initial Complaint
Date:04/15/2024
Type: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.
Taylor Homes was hired to build my home. The entire process was painful and I have gone back and forth with them trying to get repairs made. A few of the issues were resolved , however Taylor has refused to take my calls now and I have a French door that leaks so bad I had to stuff weatherstripping around the edges all winter to keep the cold air and snow from coming in the house. Also my garage doors don’t seal properly and I had snow in my garage this winter from the gaps between the floor and garage doors. I simply want a quality door installed that is air tight in my home and whatever adjustments that need to be made to close the gap on the garage doors. Taylor insisted on closing and receiving final payment before the work was completed. I agreed to meet them the morning of my moms funeral. Taylor stood me up then called during the funeral wanting to get the final payment. I told them I was at my mother’s funeral and they would have to wait. They insisted I meet them the next morning with a check. I paid them in full the next day and I simply want a quality home that they promised me when I signed the contract with them.Business Response
Date: 04/30/2024
Dear BBB;
Please allow this to serve as our reply to your complaint #******** dated April 15, 2024, for our Job #******. We are pleased to inform you that as soon as we were able to schedule a convenient time with *** ******, we were able to successfully address his items of concern on April 22nd. He stated to us there were no remaining items of concern.
Please feel free to let us know if you have any additional questions or need anything further. Have a great and blessed day!
Sincerely,
The Taylor Team
Initial Complaint
Date:02/14/2024
Type: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.
The following is an excerpt from the most recent correspondence I sent to principals of Taylor Homes. Some wording has been eliminated to fit character constraints. The rear sliding glass door doesn’t slide easily at all, and we discovered it was not squarely installed, an issue before the house was bricked. If it is adjusted to slide easier then there are gaps around the door and to make it square it doesn’t slide easily. This was discovered and discussed in early 2022 (with ***** ***** and later *** *****) during the build. The fact that when *** was out last time regarding the door he was stumped as to what to do. A replacement door was briefly touched upon, but didn’t go much further than that. Additionally, a few warranty issues involved popping floors, our front door pops and you can see daylight around the door and water that falls on the back porch will run toward the house. *** offered us $1000 to buy a rug for the back porch, hoping I’m sure that we would take the money and forget about the porch.. His generalized comment was ‘no house is perfect’. This is a new build and these issues should have been addressed 1) at the time the door was installed and 2) when we brought up the issue of the back porch last summer. I commented to *** stating we could get estimates for repair or replacement on these issues, he could discuss the estimates with the home office, and Taylor Homes could give us the funds and we would have the repairs done. He said yes, get estimates, his affirmative statement left us very confused. I know you all are tired of us, we’re tired of dealing with *** but is this really the way to do business? The customer getting estimates to have work completed with a representative of Taylor Homes supporting this effort? Estimates have been given to ***, followed by a message from *** that they will also get quotes. And said it would be another week which is not acceptable, this has been going on for months.Business Response
Date: 02/29/2024
Dear BBB;
Please allow this it serve as our reply to your Complaint #********, our Job #******. We thank you for the information you provided regarding this matter. We have and will continue to work with our valued customers, **. and **s. ****** to address any legitimate items. Likewise, we hope to bring this to a amicable resolution soon but it has to be fair for both parties. That said, both parties are in discussions on proposed solutions to address their concerns. Rest assured, it will be done within or in excess of National Building Standards.
Please let us know if you have any additional questions.
Sincerely,
The Taylor Team
Customer Answer
Date: 02/29/2024
Complaint: ********
I am rejecting this response because: Taylor Homes response contains no specific path to resolution. ***** ***** with Taylor Homes has reached out verbally with recommendations. He scheduled, canceled and rescheduled twice since the writing of this complaint He advised he was taking over our issues from *** *****.We have another appointment with ** ***** on the March 6th to “talk” again, however nothing contained in our original complaint has been resolved.
Sincerely,
******* *** ******* ******Business Response
Date: 03/14/2024
Dear BBB;
Please allow this it serve as our reply to your Complaint #********, our Job #******. We appreciate the information you provided regarding this matter. As we continue to collaborate and strategize agreeable solutions with **. and **s. ******, our position hasn't changed. We understand they "rejected" our last reply but those were simply the facts.To elaborate further, after talking to **. ****** again today he conveyed to us that he is happy with the work that has been done to resolve the floors and has agreed to sign off that the work is complete. We were able to meet with our Concrete Subcontractor on site to look at the concrete slab, we are awaiting his quote(s) so we can best determine with **. ****** and come to terms of addressing that item. Please note that we will not be able to do some of that work until it gets dry so we minimize any damage to their yard as agreed by **. and **s. ****** . Further, we informed **. ****** today that we would try to schedule addressing the floor squeaks next week, as well as the front door and the sliding door barring any unforeseen circumstances.
In closing, we stand ready, willing and able to resolve any legitimate items and we continue to do so. We're confident as we've proven with 1,000's and 1,000's of our other customers--we will bring closure to this matter as well..
Please let us know if you have any additional questions.
Sincerely,
The Taylor TeamInitial Complaint
Date:09/25/2023
Type: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.
We contracted with Taylor Homes to build for us in 2021. The work done to our home has several issues that have not been fixed. We have been asking for over a year for them to fix the issues and finish our home. We sent them a letter in July of 2023 from our attorney to cure the items needing fixed along with 45 pages of other items that needed to be fixed. Additionally, they ordered the incorrect cabinets for our home and their corporate office refuses to issue funds to fix that mistake or any mistake that they have made. They lie to use to get us to stop complaining and send someone out to “take measurements” and never return to do any work. They have left our home without a front door or garage doors for so long that animals have deficated all over our cabinets, walls and floors. They broke a very expensive window that we paid for out of pocket, told us they ordered it, but never did (we checked with the company). We will not accept that they are busy as a response. We will not except to be patient. We are well beyond a reasonable amount of time required to complete a home. We also will not accept that they “had a meeting” with us, when the meetings they schedule produce zero results. The only acceptable response will be for them to complete our home or give us back all of the money for the work not completed and the work that needs to be fixed to hire some who is actually competent and capable enough to complete the job. They have made no good faith effort to show they are willing to work with their customers to complete the work up to this point.Business Response
Date: 10/11/2023
Dear BBB, please allow this to serve as our response to your Complaint #********, our Job # ****** We wanted to let you know that we've made contact with the ******** and have completed onsite inspections. We'll need to obtain a Change Order for "No Charge" to accommodate the prints changes in regard to the cabinets; we'll get that info gathered so we provide Mr. and Mrs. ******** that Change Order to review/sign as soon as we can get the vendor info. Likewise, we are currently scheduling the appropriate contractors and ordering the other necessary materials; once they are available, we'll proceed with completion of Mr. and Mrs. ******** new home. We appreciate your time in this matter as well as Mr. and Mrs. ********* patience, cooperation and understanding.
The Taylor TeamCustomer Answer
Date: 10/12/2023
Complaint: ********
I am rejecting this response because: I have been provided no update from the superintendent regarding scheduling for any of the items I have listed in my complaint nor have I seen a change order regarding the cabinets. Also, what does it mean that “we’ll need to obtain a no charge change order in regard to the cabinets”? Taylor home has had the dimensions of our appliances for the purpose of ordering the correct cabinets since February of 2022 (20 months). This information has also been given to the 4 different superintendents we have been assigned as well as the VP of Production. So, my question is why is this now not a priority for them? Why have we not already seen a change order and why aren’t our cabinets already ordered? Also, why would they not already have vendor info after close to a year of us pointing out that the cabinets they ordered were the wrong size?We were visited by a superintendent a week ago and we regurgitated all of the information that we had already been providing over the last year with no movement on any of the framing issues, flooding in our basement, broken window, etc. How many “onsite inspections” does one need to assign some contractors and get the work finished?
Our front door was ordered 2 superintendents previous to the one we currently have, but we have not seen it and the front of our home is bordered up with plywood. There is no reason after almost 2 years that we shouldn’t have a front door.
Our last superintendent stated his hands were tied on moving forward until Taylor Homes approved the funds he needed to complete the work. So when will that happen and why is it that you have taken our money but are not releasing funds to complete our home?
Additionally, we have made several attempts to reach out to our current superintendent and have not received a response or been provided with any updates.
Sincerely,
****** ********Initial Complaint
Date:09/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed a contract with Taylor Craft Homes Inc of Louisville KY on 09/30/2020. They have still not completed our 2200 SF home. There have been delays on top of delays, numerous defects, mistakes and a lot of work still to be completed. I have 4000 photos, over 250 emails and over 200 text messages to document this. Our garage doors are the wrong size, insulation in the attic is not sufficient, HVAC ductwork is too small /the ductwork is bent double and crimped, lot grading is not correct, there are structural problems including unlevel floors, the floors creak and pop, painting has not been completed and is pealing off of the doors, trim around doors has not been completed, the gutters were not installed correctly, framing in the basement that is not complete, basement buck windows were not correctly sealed, the porch enclosure is coming apart, the porch screen doors are not fitted correctly one will not close, bathroom vents are not connected, soffit vents were not installed and half of the outside security lights do not work, ALL OF THESE DEFECTS WERE VERIFIED By A HOME INSPECTION SERVICE. From our experience Taylor hires the cheapest subcontractors. We have documented daily alcohol use, small children on the work site, building materials are used as sawhorses/scaffolding. We salvaged roofing materials/whole pieces of plywood/OSB from the dumpster. Roof decking was used as scaffolding so there was not enough to complete the roof, so the roofers installed three different thicknesses of OSB on our roof. SPACE LIMITS MY LIST. Taylor tries to get you to sign paperwork that you are okay with their sloppy subcontractors mistakes. DO NOT DO IT. When Taylor gets their money - they are gone. We have been in our home for 37 weeks, I contact them at least once a week. Lip service is all we get. I have emailed/phoned the corporate office in Louisville, still our home is not finished. Posting on this website is my last resort. Be warned and beware of Taylor Homes Inc.Business Response
Date: 09/29/2023
Dear BBB, please allow this to serve as our response to your Complaint * *************** our Job # ****** We wanted to let you know that we made contact with *** **** and have completed an onsite inspection. We are currently scheduling the appropriate contractors and ordering the necessary materials; once they are available, we'll proceed with addressing the items of concern. We appreciate your time in this matter as well as *** ****** patience, cooperation and understanding.
The Taylor TeamCustomer Answer
Date: 10/09/2023
Complaint: ********
I am rejecting this response because:We filed our complaint on September 14, 2023. A Taylor Homes Production Manger visited our home and did a walk through on September 27, 23. He was shown the numerous defects in our home. Then we heard and read, on the BBB website, the same ol’ Taylor Homes mantra. “We will schedule a crew, get materials and take care of this.” Every week for over two years, through four different construction managers - the same old song and dance. We have sent emails and text to every name at Taylor Homes that we have and as of October 09, 2023, we have received no reply. We have significant structural issues that make our new home unsellable. The final grading does not provide proper drainage. The paint is peeling off the doors. The overall “craftsmanship” is amateurish and of poor quality. The HVAC is installed incorrectly and the duct work is below (according to a company sent out by Taylor Homes) proper air handling capacity. We are sure that we are not the only customers who share this experience. Every email we send states the same thing: What is Taylor Homes doing to finish our home and repair the many defects. ?
Sincerely,
****** ****Business Response
Date: 11/03/2023
Dear BBB, please allow this to serve as our response to your Complaint # **************, our Job # 15,080 We wanted to let you know that we remain in communication with the homeowner and we are working on scheduling work as well as getting an Engineer's report for the proper method of repair on a particular an item.
Again, our valued customers are aware of this. We have completed an onsite inspection with *** **** as well. We are currently scheduling the appropriate contractors and ordering the necessary materials; once they are available, we'll proceed with addressing the items of concern.
We appreciate your time in this matter as well as *** ****** patience, cooperation and understanding.
The Taylor TeamCustomer Answer
Date: 11/06/2023
Complaint: ********
I am rejecting this response because:
We have been living in our home for almost eleven months now. Our last onsite visit was September 28, 2023. This is the same "we'll take care of this" with no action that we have been suffering through since July 2021. Constant missed appointments, lack of materials and "it will cost you more".
We are getting estimates from other reputable contractors to establish how much it will cost to remedy these defects. Already they total over $15K. We will have to order an inspection of our brand new chimney, prior to building our first fire in the fireplace, to ensure the safety of our home.
There was a plumbing leak in the garage on January 06 2023. A drywall crew arrived on August 04 2023, they repaired the drywall and left. Taylor Homes sent us a document, for us to sign, that stated that all drywall and painting was completed to our satisfaction. The painting is still not complete and repair debris and their equipment is still in the garage.
We welcome Taylor Homes to stand up to their contractual and warranty obligations, but we simply must rely on their history of customer service. We have been told the carpenters will arrive on November 16 or 17, 2023, we will wait and see. Carpenters simply will not be able to rectify all of our issues. There are structural, painting, electrical and grading problems as well. These issues that are well documented in professional inspection reports, emails, texts and several thousand photos.
If we can see some tangible work going on to resolve our many issues, we will at that point in time be happy to allow resolution of this complaint. At this point in time, there has been no physical work done on our home and no visible movement in resolving our issues. So the complaint is to remain open.
Sincerely,
****** ****Customer Answer
Date: 11/28/2023
Better Business Bureau:
In reference to complaint ID .********, , I agree to participate in BBB Mediation.
Regards,
****** ****
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