ComplaintsforM / I Homes

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  At closing, no mail keys were provided. I called the title company and was told the keys would be delivered within ***** hours. After failing to receive them, I emailed and called three individuals, none of whom responded. The only person who answered was ****, who explained the builder used a third party for the mailboxes and my address had been left off the list. She assured me it would be fixed within a week.Despite numerous follow-**** the resolution was delayed. The blame was then shifted to ***** who informed me they had to wait for the builder and third-party company to act before issuing an official address.Three weeks later, the title company told me the issue was "out of their hands" and refused to disclose the mailbox company's name. Both the title company, the **** and the builder (all part of MI Homes) withheld this information and instructed me not to call about the keys again.USPS offered to forward my mail to a PO Box, but I was expecting an important document from the ******************* requiring an original ink signature to a real address, which couldnt be located as the address didnt exist in their system.As a Realtor, I know handling mail keys isnt typically the title company's responsibility, but we were explicitly told they would manage this. When we called to obtain our key, **** laughed and told my husband not to "harass" her.Three weeks later, my husband located the third-party company, OnSite, and resolved the issue in a day. The unprofessionalism of ignoring calls and withholding information was cruel. I have asked for management to contact me, but I have yet to hear from them.

  Business response

  06/23/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your ******************** Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

• Initial Complaint

  06/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We closed on our new construction home on January 12, 2024. The closing documents states that MI Homes was to pay the property taxes on the property up to the date of closing. We have received three delinquent notices from the county stating that the property tax bill from 2023 and 12 days of 2024 have still not been paid. Our property tax bill shows delinquent as of February 1, 2024. After several notices sent to MI Homes, they first told me they sent the payment on April 1, 2024. After receiving additional delinquent notices from the county, MI Homes was contacted again. They then said they sent the payemnt on April 3, 2024. We received a third delinquent notice and contact MI Homes again on May 30, 2024. As of today they have not responded to my request for information on this, and I am concerned that a tax lien will be place on our property. I am trying to reach anyone that can help me with this issue.

  Business response

  06/10/2024

  Dallas division personnel notified to provide proof of payment to homeowner.   It appears originally the mailing address was incorrect.  New check mailed USPS on 5/28/24, which may take some time to reach the destination and get processed.    Thanks 

  Customer response

  06/10/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  ~September 2023 I entered into a purchase agreement for a new home. A verbal promise was made by the MI Salesperson to provide a shower head fixture for the primary bathroom in oil rubbed bronze (similar to those on their website) in order to match the rest of the existing fixtures in the bathroom. Upon day of closing (October 23, 2023) the salesperson acknowledged her promise to install the fixture and said she WOULD NOT honor her promise. There were several witness during this transaction. I have given sufficient time to rectify the issue (7 months) and now I am submitting this in hopes of getting it resolved and/or providing help to others in the same situation.

  Business response

  06/17/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve had such a problem having to get anyone to listen to my concerns about my driveway , which is the biggest problem I have encountered since buying my home . I have submitted countable warranty claims before my 1 year was up and I was given the run around time after time . Finally when the concrete contractor came by he was baffled by the work done and did not understand how bad it was in such a short time . He stated that it would be fixed and filled in the middle of separation because “the concrete it was mostly likely poured in separate sections not continuously” The driveway has lifted significantly that it’s now affecting my walk up concrete . As well stated that they had issues with this driveway since the very beginning and had been fixed but obviously not the correct way since day one . This is not acceptable at all with their poor building quality, I don’t understand how this company runs but I have been lied to over and over again. I been promised to have my driveway resurfaced ,filled and fixed completely from it lifting more than an inch and separating , nothing has been done to fix the problem but patched up which is not acceptable at all . The separation and lifting is so bad , I now have weeds growing in the middle of my driveway . None of this is acceptable in any way or form . When I reached out to the concrete contractor, he stated he couldn’t do anything more than what he was approved to do knowing that more needed to be done . As well , that a MI home representative would reach out to be to explain , till this day no one has done so . M/I representative kept stating they were doing they did out of their kindness of their heart but this is a building pouring building problem , I was told by a second concrete contractor I contacted that this was never done correctly and it will get worse and eventually affect my garage concrete as well. It is understandable for Texas weather but its only been a year and it should never be this bad and lifted as it has .

  Business response

  04/18/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We did our 11 month inspection and raised a ticket to MI and we got a response back saying not covered unless specifed in the closing document, which does not makes sense to me. I tried sending out emails to the MI team multiple times and no one even eager to reply. Please be sure do not go on false promises made by them , get everything documented, do not sign anything unless the problems are fixed. They say everything is covered under the one year warranty but when you raise a ticket they will comeback and say refer to the warrantly manual and the item is not covered. Here I am posting some pictures of a low quality work done by the builder. Also the MI team members will be behind you to give them a good ratings. They do not undertsand the ratings needs to be earned , its not something you tell other to put.

  Business response

  04/16/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a new construction home from m/I. We’ve lived in the house for 6 months now. There was a previous owner of the house who never actually moved into the house or had anyone living in the house since he was in a different country. He owned the house for about 8 months before selling it to us. So no warranty issues or any wear and tear on the house. So as we have been living in it I noticed our upstairs floor has a soft spot in it. I contacted the warranty person and they didn’t want to come out and even look they basically said too bad you are out of warranty. So I contacted the VP of the customer care center. We made plans for him to come out and take a look at the issue. He however showed up unannounced at a different time than discussed. He later proceeds to tell me that it’s a high spot in the floor and not anything structural, so he said they aren’t doing anything about it and it’s fine. In my knowledge of flooring they are supposed to be level and smooth. They are not supposed to give in and have “high spots”. I don’t believe it’s fair that I have owned the house for 6 months and have to tear up my own floor to fix something that was done improperly by the builder. The house is only a year and 3 months old. They also never wanted to fix my garage door that has had a big dent in the bottom since we moved in. Also the grout on the downstairs floor is two different colors throughout the home.

  Business response

  04/11/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

  Business response

  04/11/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I contacted MI Homes customer care office on January 18, due to cracks in my bathroom sinks. ****** ****** came to my home and inspected and took pictures and assigned the **b to **** **** ******** to correct. On February 21, 2024 **** **** ******** came out and inspected the sinks and made a determination that the sinks had a factory default, and stated the sinks need to be replaced. The report that **** **** sent to MI Homes stated under Work Performed which you have a copy of stated; “Rescheduled Upon inspection of hall bath and master bath room lavatory sinks found cracks in multiple areas due to defect in sink. Hall bath sink has many cracks that have spread from one small crack. It seems to just keep spreading over time. Master bathroom sink is cracked in one spot my concern is it is going to spread like the other. Recommendation that they be replaced.” Furthermore, **** **** ******** stated that “homeowner had been warned that if sinks were not warrantable homeowner would be charged for visit.” Again **** **** ******** determined defective sinks were warrantable and I was not charged for visit which was all included in your report from **** ****. To day (4/9/2024) you came out with some workers and one of the first things one of the workers said was “wrong type of install” concerning the bowl in hallway bath upon looking at sink. Now you want to pass the buck to me for a defective product, according to **** *******

  Business response

  04/10/2024

  Not sure what is being asked of us from this vendor.   Please clarify.  

  Customer response

  04/11/2024

  I contacted MI Homes customer care office on January 18, due to cracks in my bathroom sinks.  ****** ****** came to my home and inspected and took pictures and assigned the job to **** **** plumbing to correct.
  
  On February 21, 2024 **** **** Plumbing came out and inspected the sinks and made a determination that the sinks had a factory default, and stated the sinks need to replaced.
  
  The report that **** **** sent to MI Homes stated under Work Performed which you have a copy of stated; 
  
  “Rescheduled
  
  Upon inspection of hall bath and master bath room lavatory sinks found cracks in multiple areas due to defect in sink.
  
  Hall bath sink has many cracks that have spread from one small crack.  It seems to just keep spreading over time.
  
  Master bathroom sink is cracked in one spot my concern is it is going to spread like the other.
  
  Recommendation that they be replaced.”
  
  Furthermore, **** **** ******** stated that “homeowner had been warned that if sinks were not warrantable homeowner would be charged for visit.”
  
  Again **** **** ******** determined defective sinks were warrantable and I was not charged for visit which was all included in your report from **** ****.
  
  To day you came out with some workers and one of the first things one of the workers said was “wrong type of install” concerning the bowl in hallway bath upon looking at sink.
  
  Now you want to pass the buck to me for a defective product, according to **** *******.
  
  
  ******* * ***** 
  **** **** ****** *** **
  
  Asking that 2 defective bathroom sinks be replaced by MI Homes as requested in my request on 1/18/2024.  These sinks were determined to be defective by MI Homes plumbing team on 2/21/24.

  Business response

  04/16/2024

  Please contact the Director of Customer Care in Columbus to discuss your concerns.   M/I Homes is not a member of the BBB and cannot resolve this via this forum.  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased our house from someone who contracted with M/I to build their house (this family never lived in the house and sold it after closing on the property themselves). Throughout the first year of living there M/I honored all of my service requests as if I were the purchaser and never had any problems answering my questions, providing contractors, etc. Recently I noticed that the majority of the houses with walkout basements (which I have) had radon mitigation systems installed (including the neighbors on either side of me) and yet mine did not. I then purchased an at home test kit and tested my home for radon and the results were 16.1 pCi/L (with the average indoor concentration being 1.3 pCi/L and the EPA recommends fixing homes with 2+). I then reached out to M/I Customer Care (like I normally do for a service request) because I would have thought that if the majority of the homes had radon mitigation systems then they must have been aware that the problem exists within this community and should have done something proactively. I provided my report, stated my concern and requested that they remediate the problem that they should have been aware of. Candice T**** got back to me and opened a ticket which historically has meant the claim has been approved and the Customer Care Mgr would respond with next steps. The Customer Care Mgr then responded saying that M/I is no longer liable for the work because they passed all testing / inspections and this request is only allowable prior to the original close date. I requested a copy of the testing that showed there was no radon issues at close and they refused to provide the results. I then requested the warranty information so I could see what is / is not covered and they refused since I am the "secondary owner." I am requesting that they remediate the radon issue since I believe they were aware of the probability of its presence (since numerous houses have a system installed) and didn't inform the buyer.

  Customer response

  02/01/2024

  The address is *** ***** ***** ***** ** ********** *** ********** ** ***** and the original purchasers closed on 8/19/22 (and we closed on 10/17/2022).  The original purchasers are ****** *** ******* ** (in case you need that information as well).  Thank you very much!
  
  Regards,
  
  ***** ******

  Business response

  02/02/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.  Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    If you have not yet transferred the warranty as a subsequent homeowner, plesae do so by contacting PWSC ###-###-####.   Thanks. 

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Bought a MI homes house in December 2022. Since then we have had multiple complaints and issues with our windows. W never had an option to upgrade from the basic contractor grade ones and now we have areas that aren't sealed as we have discovered behind trim areas thet there isn't any foam sealant that should be there. We have videos of the drafts blowing on from these WIlndows that accumulate 1 inch of ice and then melts which causes water to seep into the wood sill. This will cause warping and or mold/rot. We also have cold air blowing in from the floor boards and corners of the hole where there aren't doors or windows. We have complained and escalated and nothing is being done. We get the corporate script and no action. We have been complaining for over a year and they will address the root cause of these issues.

  Business response

  01/30/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We built our home 4 years ago with an upgrade to our flooring! There was an issue with the builder and where they put my kitchen island (the wrong place) the builder came and moved it but in doing so there were issues with the floor, extra cut marks in the floor so once we moved in the builder came to fix the floor and the floor contractor had to take up all of my flooring in my kitchen and living room and in doing so they told us that the floor was glued and nailed down but was not suppose to be and since that occurred they had ruined pieces lucky we had just enough left over to use. We have had even more issues with the floor since then pieces lifting at the seams, numerous people from the company said it would get fixed then not show contractors saying it’s not normal and would tell the company then nothing gets done. Was told by company representative that it’s from the steel beam in the basement that is causing the seams to lift and it’s normal for hardwood laminate floors to do this. We also upgraded our carpet and carpet padding and the carpet in all rooms that have carpet are buckling and was told by a representative of the company tell me it’s from wet feet? I have been told from the numerous contractors that have been in my house that it’s not normal and say they will put in the work order to have it fixed but then a company representative say it’s past my warranty and nothing I can do or nothing they will do about my complaint. Now we moved in our house right before Covid hit so of course during Covid they would not come out to our home to look at anything and then it was past our 1 year. We also have someone new as our customer care representative every few months do nothing ever gets done and when I try to revisit it with the company they say that was never addressed. I just want my carpet replaced or fixed and I want my floors to be fixed or replaced as well. As I said they were all upgrades and we paid extra but have been treated like crap.

  Business response

  01/24/2024

  M/I Homes is not a member of the BBB and cannot negotiate complaints via this forum.   Please refer to your Homebuilders Limited Warranty document for guidance on dispute resolution regarding your home warranty.    Thanks. 

*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. ↩