Complaints

This profile includes complaints for Taylor Morrison's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Taylor Morrison

  4900 N Scottsdale Rd Ste 2000 Scottsdale, AZ 85251-7656

  
• 

  Taylor Morrison Inc-Portland Division

  703 Broadway St Ste 710 Vancouver, WA 98660-3308

  
• 

  Taylor Morrison - Naples Division

  28100 Bonita Grande Dr Ste 102 Bonita Springs, FL 34135-6220

  
• 

  Taylor Morrison - Charlotte Division

  11405 N Community House Rd Ste 150 Charlotte, NC 28277-4430

  
• 

  Taylor Morrison - Houston Division

  2929 Briarpark Dr Ste 400 Houston, TX 77042-3745

  

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:05/12/2023

  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.

  Understanding that the pandemic changed a lot of things my wife and I understood and waited over 1 year for our dream house, but it was not even close to what I expected. After closing we did our 2 week walk through I provide an excel document of over 50 items that were wrong. The company was responsive in the beginning but whenever they came out to fix something they ended up messing something else up or the fix wasnt even correct. All our cabinets needed work, during the build our superintendent took magic eraser to most places of our white shaker cabinets ruining them all. We had supervisors come out make a list of items to fix and when the trades would come they would say its not on the list while I was with the supervisors when they went through the work order. We take whole days off to be told they cant fix items because the supervisors that evaluate what needs to be done dont understand what actually is needed to be done. I have had to ******* how to fix my plumbing for them after coming to our house 4 times and the issue of our toilets bubbling still have not been fixed. Our closet shelving is missing pieces, we had a door without a pin. The first day we had the keys I could not even lock our door the strike plate screws were stripped I had to leave my brand new house unlocked our first night which would have been fine but we had not moved in yet. I would never buy a new construction house again from Taylor Morrison or anyone the ******* ship is terrible and they just keep putting work off. We have had blue tape all over our Floors for 6 months, no work done on them just keep having people coming to access what needs to be done, schedule the work then say more needs to be done and since it has changed they need to get more approvals. I understood that this can take time for items to be fixed but nothing gets fixed and when attempts are done it still isnt correct. Stay far away from them FYI our superintendent for our house was recently a Best Buy manager so you do the math.

  

  Business Response

  Date: 05/24/2023

  Taylor Morrison values its customers and in a show of support of its customers after closing, Taylor Morrisons Limited Home Warranty Program (Warranty) 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 (Code), industry standards, and meets all contractual requirements as detailed in the Purchase Agreement (Purchase Agreement).? Each of these provisions is reviewed and accepted by a prospective buyer prior to closing on a Taylor Morrison home.? ?The Warranty is designed to provide customers with a convenient, responsive, and easy-to-use method of asserting warranty claims to ensure Taylor Morrisons Quality Standards set forth therein are followed to avoid any misunderstanding by the consumer.?

  Taylor Morrison has reached out to the customer regarding their concerns. The majority of the items are scheduled to be completed on 6/8/23 with a Taylor Morrison representative managing it. 
  We thank the Consumer for choosing Taylor Morrison as their home builder.? We appreciate the Consumers patience and understanding while we continue to service their warranty concerns. 

  We consider these issues to be addressed, and ask that, based on the information provided to the Consumer supporting the foregoing, the BBB similarly considers this matter closed.?  

  Customer Answer

  Date: 05/24/2023

  
  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:05/11/2023

  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 have had a new home contract with this builder since March 2022. We have invested $77,250 in this home. We are currently a week away from what is supposed to be the closing date on the home. Throughout this process, the building work on our home has been horrendous. For example, crooked walls, crooked drywall, wood floors that do not even meet the baseboards, a wood floor in the basement that was left with no room for expansion, meaning the floor will likely buckle within a couple of years, wood floors that dip and move when walked on, a crooked half wall in a bathroom, ceilings that are not straight at the tops, crooked window frames, an uneven bathtub that does not drain correctly, and options chosen at a design center and paid for that were ignored or improperly finished. On top of this, we were denied a pre-drywall walk-through and inspection, because the home was drywalled before either of these things could happen. According to the Senior Superintendent, he did not know the drywall was being done, and "dropped the ball". On top of this fact, there was an electrical switch box in a basement bathroom wall. We reported it prior to the drywall. The superintendent and senior superintendent denied it was there- we made them open the wall- there it was. Hence, our overwhelming need for a pre-drywall inspection!! Nothing we have identified has been addressed. We were blown off by multiple members of Taylor Morrison's team, and told all of these things are "normal". At this point, we have zero trust in this builder or the home and just want our deposits refunded. We terminated the contract on the home- twice- through email and have received zero response from the builder. This has been a horrendous and traumatic experience for **. We would just like our deposit back so that we can move on from this experience. We have hundreds of photos documenting our experiences.

  

  Business Response

  Date: 05/19/2023

  Thank for allowing us to address the Consumers concerns.  
  
  While Taylor Morrison understands the Consumers concerns with certain aspects of the construction process, especially during the past few years of both supply chain issues and labor shortages, the Consumer cancelled the Purchase Agreement prior to Taylor Morrison completing construction of the home.  As with any home construction, once the home is complete, the Consumer is given an opportunity to perform a walk-through and note areas of the home that require follow-up prior to closing.  Instead,the Consumer prematurely cancelled the Purchase Agreement and did not give Taylor Morrison the opportunity to complete the home and correct the areas that required follow up.  Given Taylor Morrisons award-winning expertise and commitment to its buyers for 100+ years,Taylor Morrison was accordingly distressed to have received notice of Consumers election to breach their Purchase Agreement and not purchase a home built in accordance with the plans and specifications that satisfied all contractual and local Building Code requirements. By walking away from Consumers contractual obligations, Taylor Morrison retained the Deposits as liquidated damages for its own loss in accordance with the terms of the Purchase Agreement agreed to by Consumer.   Further, Consumers clear election to use the Better Business Bureau in an attempt to harm Taylor Morrisons business and reputation, rather than exercise the provisions in the Purchase Agreement for the proper venue for dispute resolution, constitutes another breach of the Consumers Purchase Agreement.  For these reasons,Taylor Morrison respectfully requests that the Better Business Bureau close this matter as resolved in accordance with the legally binding agreement in that we met all of our own obligations and Consumer has demonstrated that they have no intention of performing their own contractual obligations.
  

• Initial Complaint

  Date:05/09/2023

  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.

  On April 16th I noticed that my soffit on the side of my house has fallen which leaves the roof/attic totally exposed to the elements and wildlife to enter. This is brand new construction. We closed on our house on August 22, 2022. Everything is under warranty. Taylor Morrison never returns phone calls or emails. This has been my experience with this company from the start. No customer service whatsoever. Absolutely horrible company to do business with. A brand new house should not be falling apart. Bad quality. I have work orders that date back to last August.

  

  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 even 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 do apologize that the soffit work took this long to address and complete.  ******************** and Warranty team is working with this customer and contacted them earlier this week to inspect and communicate the scope of work required for the soffit and plan for completion.  The work is scheduled and in motion to be completed. The estimated date of completion of the soffit is June 18 , 2023.

  
  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 to, supporting the foregoing, the BBB similarly considers this matter closed. 

  Customer Answer

  Date: 05/21/2023

  
  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:05/07/2023

  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.

  On 4/29/22 there was a repair of a 36- inch tile crack in the upper portion of my master shower. The repair lasted 7 months and by 12/22 the returning crack grew to 42 inches (same location as original). So, this means there is an issue behind the tile (substrate or structure) that was not addressed with the 4/29/22 repair because the wall cannot support tile without it resulting in cracking. I submitted a warranty ticket on 12/31/22 and had an inspection on 2/17/23 (installed tile no longer available). Another visit was on 3/1/23 where a potential replacement tile was compared to the original, but it was a lighter shade and slightly smaller. I also have a concern about how waterproofing is affected if the entire wall is replaced and about having a mix-matched tiled shower. The other outstanding item deals with exterior home damage caused when the home that borders my side yard was constructed in 2021 (closed by 12/9/2021). I was told to use the warranty ticket portal to report damage. Damage was reported on 11/9/2021, 1/6/22, and 2/23/22 and re-reported on 4/2/22 and 1/3/23. Some damaged items have been repaired. However, there was extensive power washing that occurred on 3/1/22 to remove cement splatters, black stains, and liquid-nail adhesive. The cement splatters were removed, but the power washing was not able to remove the black stains and nail adhesive both of which show given my house is an off-white stucco exterior and I specifically selected a stucco exterior because of the consistency in color. The side yard was not graded before the gravel was laid (all of which was/is visibly uneven) and there was a low area in the backyard caused by a cement truck pouring concrete for the driveway of the home that was being constructed. The last ticket that was created on 1/3/23 has these items marked as complete but a visual inspection would show that they are not.

  

  Business Response

  Date: 05/26/2023

  Thank you for allowing us to address the Consumers concerns. We will be replacing the entire shower since a tile match cannot be achieved and are in the process of scheduling this service with our trade contractors and the Consumer. Our representative has met with the Consumer to discuss the drainage issue and damage to the exterior wall and have agreed to touch up the wall due to damage from the construction next door.
  

  We thank the Consumer for choosing Taylor Morrison as his home builder.  We appreciate the Consumers patience and understanding while we continue to service their warranty concerns.
  

  We consider these issues addressed, and ask that, based on the information provided to Consumer, the BBB similarly considers this matter closed. 

• Initial Complaint

  Date:05/06/2023

  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 have been trying to have items in my house completed since we closed December 30, 2021. I also had a year warranty that they still did not complete outstanding items that expired in December of 2022. I have been in constant contact email, calls, text messages and no one has gotten back to me since around the time of ***. I have met with representatives from Taylor Morrison numerous times to go over the outstanding items and they have said they would complete them. I cant get any response whatsoever.The outstanding items are:Hurricane shutters installed improperly one single and one double pocket door that wont stay open or close properly The control for my water heater was never installed in my ******** have floor and bathroom tiles that were not installed properly, some are not grouted and others have black glue stuck on them.I have drawers in the owners bathroom that will not open and close without force I have a palm tree they planted that is crooked and growing into the other palm tree, they planted crappy plants in our yard and we did not get the landscaping we were promised. We were never given a final walkthrough with showing ** how to use and maintain items in our home.This is not tbe entire list and some items I did get done ( fighting tooth and nail) but they wont even give me the courtesy of a call. Im ready to pull my hair out. Not only did they delay our closing and completing the remaining items but they have scheduled contractors with me numerous times and they dont show up. I have not heard directly from Taylor Morrison since ***. Please help me. They keep building homes here but I cant even get y home completed. I have had to deal with this on top of shotty workmanship, delays and being ignored to long. Thank you for any help you can provide to me.Sincerely,*******************

  

  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 even 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.
  

  Our **************** and Warranty team has been working diligently with this customer for several weeks and has work scheduled and in motion to complete the work.  The estimated date of completion of the outstanding items is June 9, 2023.
  

  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 to, supporting the foregoing, the BBB similarly considers this matter closed. 

• 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.