ComplaintsforTaylor Morrison

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just closed on my first home ever with Taylor Morrison in January this year. While the home itself and most people involved have been quite helpful, I am sorely disappointed in the landscaping. During walkthroughs, we noticed that the front yard was extremely bumpy, creating air pockets. We were assured thats just how its done. Look at all of the other houses. My partner, who has a background in professional landscaping, knows that is in fact not just how its done. There was no point arguing as it would not be redone, so we accepted the unlevel grounds (in front and back) as the house itself was good quality. That was just the first of several exterior issues.Before moving in, they had to replace half of the cement driveway due to a crack that went all the way across. While we appreciate the swift action, the crack occurred bc of the unlevel ground and will likely happen again since the ground was not leveled during the repair.After living here for just one month, we noticed more issues with the exterior. First, a whole piece of plank broke off from the bottom of the gate, bc it would catch on a part of raised ground and apply tension until it completely snapped. Second, the ** unit and fence placement render it impossible to take a lawnmower front to back. There are more but I had to cut down to meet character limit.I submitted a warranty ticket for the broken fence and to add a gate for the lawnmower issue, but was told fence is not warrantied. While I understand, these should be addressed as they are basic functions that dont function bc of the poor installment. For how much money I paid, I am severely disappointed in exterior treatments or lack of (there are more). Its so sub par we would have preferred they leave the dirt, given us a discount, and we could have done it ourselves 10x better. Again, my partner knows professional landscaping practices and Taylor Morrison is far from the *****

  

  Business response

  04/16/2024

  Taylor Morrison values its customers and takes great pride in building a quality home. The Limited Home Warranty Program is designed to provide an appropriate and convenient method for asserting claims, to ensure that each home is built in accordance with the building plans and specifications, industry standards, applicable building codes, our Limited Warrantys quality standards and meets all contractual requirements as detailed in the Purchase Agreement. Each of these provisions was reviewed and accepted by the Consumer prior to closing.  
  Thank you for the opportunity to respond to the consumers concerns. Upon further review, we agreed to add a gate to the opposite side of the home for easier access from the front to the rear yard due to the position of the A/C unit. We will work with the consumer to schedule this service and replace the broken plank on the current gate as a courtesy.  
  Regarding the lumpy condition of the front yard, landscaping is not covered under the Taylor Morrison Limited Home Warranty. Newly installed lawns that are being established require much attention and maintenance.
  We thank the Consumer for choosing Taylor Morrison as their home builder and appreciate the Consumers patience and understanding while we complete repairs.
  We consider this matter addressed, and ask that, based on the information provided, the BBB similarly considers this matter closed.  

  Customer response

  04/17/2024

  
  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.

  The gate was installed which is much appreciated! The quality could have been better but happy to have a gate nonetheless. The plank hasnt been addressed, but they did say they would take a look. I will reach back out regarding that!

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my family recently moved this past February into our new Taylor Morrison home at ************************************************************************ in the *********************** subdivision. There is only one issue being that there is no Blueprints of the engineering of the house present. This may be the fault of the previous owner, and it is unknown whether or not the Blueprints were ever provided. I contacted Taylor Morrison on Monday morning through email notifying them of the issue. I request that they send a hard copy or digital copy of the Blueprints of the home as soon as they can. Taylor Morrison has claimed that it is proprietary information, and they did not help to resolve the issue. They suggested that the local county be contacted, however the local county only has lot information. They will not have the necessary Blueprints that I require. Taylor Morrison needs to send over a hard copy of the home Blueprints, as they would be the party who retains this information. Whatever such things need to be done in order to obtain said Blueprints is for Taylor Morrison to decide.The necessary information is down below.HOMEOWNERS : ******** FAMILY HOUSE/MAILING ADDRESS: ********************************************************************* HOME STYLE: SINGLE FAMILY RANCH MOVE IN DATE: 2-27-2024 HOME BUILT: 2022 THANKS,******************************** Partial Homeowner *********************** ************

  

  Business response

  03/20/2024

  Taylor Morrison thanks the BBB for the opportunity to respond to this customer.  ********************'s blueprints are proprietary.  Taylor Morrison's management contacted this customer directly by phone, and explained to them that they can file a claim with the Right to Know Act with the local municipality, to see if they would issue to him the blueprints on file with the city.  He also explained to the customer that if they have any specific questions, he will do his best to help them, however, cannot give them a copy of the blueprints.  The customer understands and in light of the foregoing, we kindly request the BBB considers this matter closed.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** was improperly installed. Roof tile not sitting properly. Also windows that previous replace continue to not operate properly. Warranty staff will not respond

  

  Business response

  03/01/2024

  Taylor Morrison thanks the BBB for the opportunity to respond to this customer's complaint.  ******************** takes pride in being a 100+ year old Award-Winning National Homebuilder with a track record for building quality homes and providing a robust Limited Home Warranty.  

  Since the filing of this complaint, Taylor Morrison has attempted to contact the customer by email, phone, and text.  Despite these attempts, as of the writing of this response, we have not received a response from the customer.  In these communication attempts, the information we have requested the customer provide to us, is 1) documentation of annual roof inspections per maintenance protocol, 2) picture(s) of the area(s) of concern, and 3) a date and time so that a Taylor Morrison representative can visit the customer at the home for further review.  

  Due to the aforementioned, we ask that the BBB kindly review our response and determine if this complaint should be closed.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having problems with my ** condenser unit for the past 3 years. It has blown up 3 capacitors and and the air pressure is off. I had someone stop by and take a look and they said that it had something to do with the installation of the unit, that whoever installed it did not do it correctly. I contacted ***********************, who was the original builder, and they told me that they were going to take a look into the matter. Shortly after they said this, Taylor Morrison bough the company and did not hear from anyone for a while. When I contacted Taylor Morrison I was told that the warranty had expired and that there was nothing they could do. I am very displeased with the way I was ignored, I have been having problems with the ** pretty much every summer since having to replace capacitors and having a dead ** especially during the hottest conditions. I have little children at home and feel the helplessness a parent feels when nobody can help solve a problem that is not supposed to exist in a 6 year old home.

  

  Business response

  03/04/2024

  The Consumer closed on his home, January 23rd, 2018, and according to our records, we only have one request that was submitted in June 2021 regarding the air conditioning. When speaking with the Consumer, he stated that after watching ******* videos, he was able to replace the start capacitor himself and the air conditioner started running again. We have not received any additional requests for service since then. Furthermore, the **** warranty expired for this home on January 23rd, 2021. Due to the age of the home, and modification to the air conditioning unit by the Consumer, we are unable to provide further assistance.
  Thank you for allowing us the opportunity to address the Consumers statements and provide details about these matters. We consider this matter closed based on the information provided.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  03/14/2024

  Thank you for the opportunity to respond to this customer's complaint.  ******************** values its customers and takes great pride in building quality homes. In a show of support of its customers after closing, Taylor Morrisons Limited Home Warranty Program is designed to provide an appropriate and convenient method for asserting claims, to ensure that each home is built in accordance with the building plans and specifications, Residential Building Code, industry standards, and meets all contractual requirements as detailed in the Purchase Agreement.? Each provision is reviewed and accepted by a prospective buyer before closing on a Taylor Morrison home. 

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

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

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  01/23/2024

  Taylor Morrison values its customers and takes great pride in building a quality home. The system the Consumer mentions is not a closed system with the type of Pressure Reducing Valve used. Both the ***** and Resideo brand **** allow for thermal expansion. The ***************, as well as *************** recognize that the **** operate in a way that does not require the installation of an expansion tank and have explained this to the Consumer. The cabinet parts have arrived and are scheduled for installation at the end of this month. We appreciate the Consumers patience and understanding while we continue to service their warranty concerns. We consider this issue addressed, and ask that, based on the information provided to Consumer supporting the foregoing, the BBB similarly considers this matter closed. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  01/08/2024

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

  Customer response

  01/08/2024

  My response:

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

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

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

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

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

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

   

  

  Business response

  01/18/2024

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

  

  Business response

  01/18/2024

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

  

  Business response

  01/18/2024

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

  

  Business response

  01/18/2024

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

  

  Business response

  01/18/2024

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

  

  Business response

  01/18/2024

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

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  12/19/2023

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

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  12/05/2023

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

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  11/03/2023

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

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

   

   

  Customer response

  11/06/2023

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

*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. ↩