ComplaintsforTaylor Morrison

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Flooring is failing and Taylor Morrison is no help. They keep hiding behind ***** and their suppliers as if it is our fault. We got all the way to talking about a payout to now starting the process over 6 months later. We have brought the issue up for 4 years and they finally agreed to take a look at it. No one is helpful and they keep blaming me for homeowner negligence. Even though when they were out here they agreed the flooring needed fixed due to Humps and dips in the floor. I submitted a complaint regarding a rude phone call I had and when the manager called me he just said that the other guy wasnt wrong and never apologized for the way I was talked to. They just constantly give a run around and drag their feet. I would not recommend buying a home from them. Please be aware. They sell you on a warranty that isnt real unless you want people showing up at your house on the wrong days and times with a caulking gun. Everytime I talk to someone their level of service is terrible and they take no accountability. They blame the fact that the flooring is no longer made. If they would have fixed it 4 years ago when we moved in then the flooring was available and we would not have this issue. Im sick of being picked on as the homeowner when I just want our floors fixed. When the customer service manager called he stood up for the other person saying he wasnt wrong. Why send someone out to attempt to fix something, they make it worse then go back and say its the homeowners fault. This needs to be resolved but they keep saying this could take 6+ months because of the manufacture and honestly were at the point where we just want to take legal action and get our floors replaced correctly as they should have been from the start.

  

  Business response

  09/20/2023

  Taylor Morrison values its customers and takes great pride in building a quality home.The Taylor Morrison 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.  
  Our warranty manager met with the Consumer on September 6th to discuss his concerns regarding the flooring as well as a few other concerns. Upon inspection of the floor it was determined several areas did not meet our quality standards, therefore we will replace the floor with a new material since the current is discontinued and the Consumer can choose one that is similar in cost to the original material. The consumer is very happy with this decision.
  We apologize for the length of time it took to resolve this issue. We consider this matter addressed, and ask that, based on the information provided, the BBB similarly considers this matter closed. 

  Customer response

  09/21/2023

  
  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

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Taylor Morrison built my home. Since moving in I have continually complained about the **** system pouring out insulation from the venting any time the ** is turned on. They have looked at it, had someone else look at it, had the **** cleaned out, and then claimed they brought in another outside company that actually repaired it. The warranty manager told me he took pictures proving it was taken care of. I did not get those pictures. However, insulation still pours out. As a senior citizen I am being subjected to unnecessary health risks. This should not be happening. it's not a condition I should have to live in. It's stressful being subjected to this environment. My nasal passages and eyes are starting to hurt. I need to see about what's happening with my lungs.

  

  Business response

  09/12/2023

  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 customer'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 customer since the writing of this complaint and have been to the home, completed the work, and the customer is satisfied. 
   
  Delivering a quality home with excellent customer service remains our focus and promise to the customer. We thank the customer for choosing ******************** and ask the BBB to consider this issue resolved, since we have provided information regarding the completion of this work.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into our new home in Ovation at Meridian in July of 2022. While my complaints are many, the 2 primary reason for this complaint is: 1) Nearly 2 months before closing, 2 damaged cabinet tops, 1 damaged cabinet drawer and missing trim was noted. Allegedly, these have been ordered, the order has been lost, they have been reordered and one order arrived too small and damaged. This is NOT a warranty issue - this was damaged and documented before close and still has not been remedied. No explanations, no communication, blame and excuses. The damaged top was installed, but not finished; thus, we have damaged drywall, no caulking, etc. 2) Our carpet was damaged before closing. We submitted pictures of garbage, stacks of materials and scrap wood directly on our new carpet. Multiple stains on a NEW carpet. We requested a replacement and they refused. Our NEW carpet was steam cleaned before we even moved in. Discovered a large seam running across the same carpet. Their own installers stated it was a bad install and/or different dye. The seam is very evident and noted by all guests and visitors. They refuse to do anything about it. Their trade rep not only refused to listen to our request, she chose to video tape me, on my property, without my permission in an attempt to intimidate me into yielding on my request. This was observed and reported to several Taylor Morrison officials who have ignored my request for assistance. I have left messages, sent emails and even resorted to submitting reviews in an attempt to get a response, acknowledgement and resolution. No response.

  

  Business response

  09/27/2023

  Thank you for allowing us the opportunity to address the Consumer’s statements and provide details about these matters. The countertops and cabinet material the Consumer mentions are currently scheduled to be installed on October 5th, 2023. Unfortunately, previous attempts to install these materials were made, but could not be completed due to the material being damaged during shipment. We apologize for the inconvenience this has caused. Regarding the carpet seam, we have made several onsite inspections and determined the appearance of the carpet and seam meets all quality standards. The location of the seam is determined by the size of the room; therefore, we communicated the seam will not be relocated or carpet replaced. We have documentation of the interaction between the carpet company field manager and the Consumer during an inspection and have a different account of that interaction. Our team continues to communicate with the Consumer and are committed to completing remaining warranty items as efficiently as possible. 

  Customer response

  09/28/2023

  We apologize for the inconvenience this has caused. 15 months after move in; "We apologize" for the inconvenience. BBB gets a response. Not the "consumer." The inconvenience includes scheduling, taking time off from work; living with damaged drywall, uncaulked cabinet tops AFTER the install of a damaged replacement part; having to take pictures to remind the warranty team of which counter tops we are talking about; frustration, stress, etc. We have documentation of the interaction between the carpet company field manager and the Consumer during an inspection and have a different account of that interaction . I want copies of the documentation to include communication with Jeremiah (warranty manager) who committed verbally and in writing to follow-up with Primera management and with me. He did not. He indicated that if there were no seams visible in our other rooms, this would be considered as possible validation of a poor install in the master bedroom. I would like the documentation to include pictures taken in my home and of my dog by the field manager. Documentation should include statements from the 2 installers who indicated the install was poor and suggested solutions. No follow-up regarding our concerns has been taken - aside from this response to BBB.  This is a matter of principle; one magnified by the inconceivable delay in correcting issues noted over 14 months ago. Further magnified by conduct by an employee - treating a sensitive, frustrated, emotional and unhappy customer by video-taping them, on their own property. Whatever the "different account" is, the bottom line is that it was inflammatory and forced a conflict-oriented posture. The "different account" cannot dispute the fact that my unrelenting efforts to communicate, seek acknowledgement/validation - much more than any form of restitution - was and has been driven by the way we were treated.

  

  Business response

  11/10/2023

  Thank you for the opportunity to respond to the Consumer’s concerns once again. Taylor Morrison corporate and division team members have been in communication with the Consumer and working towards completing the remaining warranty items; installation of a cabinet drawer front and countertop, scheduled for November 17th. We also acknowledge further communication is needed to properly resolve a dispute and we are in the process of scheduling a meeting when the Consumer’s schedule allows. We appreciate the Consumer’s patience and understanding while we continue to service their warranty items. 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.  

  Customer response

  11/15/2023

  We will consider the matter closed when the cabinet work is finished to satisfaction, and when have closure to the other matter noted in the response from the business.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I built a home with Taylor Morrison on lot 2006 in ********** (********) and closed in Feb 2023. I have 2 critical issues, 3 important issues not complete, and 2 minor issues. All my texts, calls, emails, and online warranty request don't seem important enough to get a return call back. No one seems to care. I will list them in order of importance. 1. There is a leak in a wall that we just discovered a couple weeks ago. We thought the chest freezer in our garage had a slow leak so we emptied and defrosted it but water kept coming. After moving it we found where water was coming out of the wall, has separated the base board, and mold is visible. I think when ************* the cabinets on that wall, they punctured a drain pipe coming down from upstairs. There is probably mold inside the wall.2. I have no way to attach hurricane shutters on all front ***************** and we are in the middle of HURRICANE season. TM installed the shutters before the decorative foam trim on the front windows, so when ************* came to install the trim they pulled out all the bolts/studs that the shutters attach to because they were in the way. 3. Stair landings are not finished. TM redid the landings due to massive gaps between the planks, but never came back to sand,stain,*********, repaint trim. It's been months. I get to see the 20x a day.4. Incomplete elevation foam. My elevation is supposed to get foam column crown caps on my front balcony. I paid for an upgraded elevation. On the plans, never installed.5. M bath window was listed on my punch list by the super as having a broken seal. Window punch guy came but did not bring a replacement sash. Wasn't on house work order. 6. Pocket door rubbing and leaving black streaks across the door.7. One door needs to be adjusted as it self closes.I'm a patient guy but not communicating at all is ridiculous and unprofessional.I heard this is TM's worst run division in the country and I believe it.

  

  Business response

  10/16/2023

  Thank you for allowing us to address the customers concerns.? In a show of support of its customers after closing, Taylor Morrison's Limited Home Warranty Program is designed to provide our customers an appropriate and convenient method for asserting claims, to ensure that each customer's home is built in accordance with the building plans and specifications, industry standards, local municipality codes, and meets all contractual requirements as detailed in the Purchase Agreement. Each of these provisions are 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 Morrison's Quality Standards set forth therein are followed to avoid any misunderstanding by the consumer. 

  Since the submittal of this complaint, Taylor Morrison's warranty team has been very focused on the open warranty repairs listed by the customer, has maintained regular updates and communication with the customer, and at this time, all of the items have been completed, with the exception of cabinetry items, due to the required cabinet materials being on order.  Taylor Morrison anticipates that the cabinet material will arrive in late November, at which time the customer will be contacted so that the cabinet repairs can be completed. 

  We thank the Consumer for choosing Taylor Morrison as its home builder.  Taylor Morrison respectfully requests that the BBB consider this matter closed as the customer's needs have been met and an estimated date for completion has been offered.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our brand-new Taylor Morrison home in the ********** community in ********, ** on 6/29/22. Due to poor quality construction, we had a long list of pre-closing and two-week post-closing items that are still outstanding over a year later. Weve been through many construction superintendents and *************** (****** being the best to date), and have made very little progress. We had our kitchen completely demolished and redone starting 2/20/23, and it was to be a **** day project BUT it is still not complete as I type this. Taylor Morrison has consumed a ridiculous amount of our time with the constant rework, no-shows, and actual work being done, and we keep putting off and have not been able to take a family vacation, due to constantly being in a wait status for contractors to complete the job. For 19+ weeks our kitchen was inoperable, again, due to poor construction decisions and lack of quality work and builder supervision (some of which we communicated early in the build process and was never remedied). And, to top it off, our kitchen is still not complete! We have just been sitting idle and the work that we were told would be done before or shortly after closing is still not complete over 13+ months later. Almost all of the issues weve had are due to poor quality workmanship or shortcuts made by Taylor Morrison. There are many other issues we have decided to just do ourselves so that we know it is done right. For the last year we have been very gracious and patient with Taylor Morrison, but we have had enough. All of this outstanding work needs to be completed so that our family of five can carry on with our lives.

  

  Business response

  08/30/2023

  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 customerr'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. 

  Taylor Morrison regrets any frustration and inconvenience the warranty process has caused them.  
   
  We have been in communication with the customer since this complaint was entered and an in-person meeting has occurred. Since this meeting, the majority of the kitchen work (and reimbursements) has occurred with the exception of paint work, which has been scheduled.

  Delivering a quality home with excellent customer service remains our focus and promise to the customer. We thank the customer for choosing ******************** and ask the BBB to consider this issue resolved, since we have provided information regarding the status of repairs.

  
  

  Customer response

  08/30/2023

  To date, we have not received the full reimbursement nor has the remaining paintwork been scheduled as the previous communication from Taylor Morrison indicated. We even checked the ** warranty platform to see if either has been communicated or even started on **'s end, and no where does it state that it has been scheduled or payment for final reimbursement initiated. It's mind-blowing that a **** DAY job takes well over six MONTHS, and it is still not complete. Plus this does not include any of the warranty items from before we closed in June, 2022, the two-week walk-through, or the other warranty items we have submitted since. Unacceptable!

  

  Business response

  09/28/2023

  Thank you for giving Taylor Morrison the opportunity to respond to the customer's feedback to our initial response.  The reimbursement check has been sent to the customer via ***** and we received confirmation from ***** that the check arrived at the customer's home on Saturday, September 23, 2023.  We apologize for stating in our initial response that the check reimbursement had been completed.  Upon further investigation, the check reimbursement was indeed being processed at that time, however there was a discrepancy with the dollar amount submitted, which delayed the check request, and it could not be processed until the error was corrected.

  The **************** Representative has been in regular contact with the customer, ensuring the customer was aware once the check was fully processed and out for delivery, as well as closing the loop to schedule the remaining open warranty items.

  Thank you for allowing us to address the Customers concerns.  We consider these issues resolved and ask that; the BBB similarly considers this matter closed. 

   

• Initial Complaint

  07/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a Taylor Morrison home brand new in 2019. We have had issues with the air conditioner and the compressor had to be replaced. Now the air conditioner is not working again and their contractor will not help us since Taylor Morrison had the wrong sized unit installed. We have been told that the furnace AND air conditioner need to be replaced but neither ****** nor Taylor Morrison will fix it. We want this resolved as the **** people told us that replacing the compressor will not fix the problem. We need the right size unit.

  

  Business response

  08/03/2023

  Thank you for allowing us to address the customer's concerns.? In a show of support of its customers even after closing, Taylor Morrison's Limited Home Warranty Program ("Warranty") is designed to provide customers an appropriate and convenient method for asserting claims, to ensure that each valued customer'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 ("Purchase Agreement"). Each of these provisions are reviewed and accepted by a prospective buyer prior to closing on a Taylor Morrison home. The Limited Warranty is designed to provide customers with a convenient, responsive, and easy-to-use method of asserting warranty claims to ensure Taylor Morrison's Quality Standards set forth therein are followed to avoid any misunderstanding by the consumer. 

  The Taylor Morrison Warranty is time-specific and covers **** for 2 years post-closing.  The customer's warranty with ******************** for **** has expired, and furthermore, we have no record of the customer submitting a warranty claim for the **** unit prior to this.  After review with ****************, we have confirmed the units at the home are the proper sized units.   Lastly, per normal homebuilding procedures, the home was inspected by the local municipality prior to closing and the Manual-J for the home's **** system was approved.  This request has been declined and no further action will be taken from Taylor Morrison. 

  
  We thank the Consumer for choosing Taylor Morrison as its home builder.  Taylor Morrison respectfully requests that the BBB consider this matter closed. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Closed on a Taylor Morrison home in March 2023. Purchased a "black centerset whole house package" at the Taylor Morrison design center for $3775 in September 2022. The description for the black centerset whole house package was "upgrades standard shower enclosures.......and door hardware throughout the house". When we received the keys from Taylor Morrison, we found, among other things, that the exterior door hardware was in chrome, not black. Why?1. The contract said "door hardware throughout the house". No exceptions were mentioned.2. The lady at the design center never mentioned any exceptions to the door hardware color. 3. Taylor Morrison customer service manager ************************* agreed that he would replace the front door hardware when he showed up at our house. He later changed his mind and said his division president would not allow him to do it. ****** alluded to the CCNRs but refused to point out which specific rule in the CCNRs would forbid Taylor Morrison from replacing the exterior door hardware for us. 4. We couldn't help wondering where Taylor Morrison could purchase such a funny-looking door lock that is black on the inside and chrome on the outside. Or was Taylor Morrison just trying to scrape together whatever spare parts it could find for people's homes?

  

  Business response

  07/25/2023

  Spoke with *************************** - All homes in Desert ***** are black on the inside and chrome on the outside the neighborhood was specifically designed this way. ****** informed this H/O he would change it out for him and will call to reiterate this.    

  Customer response

  07/31/2023

  
  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.

  I accept their response to change out the exterior door hardware.  However, their response about homes specifically designed with chrome locks on the outside was questionable.  If homes were designed to have chrome exterior locks, shouldn't this have been written into the contract and the CC&R?  They should have informed consumers about this "special design" at the time of purchase.   Thank you BBB!
  
  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Multiple ongoing outstanding warranty items that the builder refuses to fix and complete. Major issues include a MAJOR GAS LEAK; Installed damaged garage door; defective and dented stove; missing transition flooring pieces; electrical outlet carelessly covered with sheet rock; rooms left unpainted; chipped flooring; missing cabinet pieces; defective hot water heater; defective front door lock; uneven sod posing a tripping hazard; dead bushes; low water pressure; sewer backup flood that they refuse to fix and replace soiled carpet, baseboard and sheet rock. Unbelievable that they sold a house with so many issues and that they refuse to honor the warranty and fix these items. They are a terrible home builder - the worst I've ever encountered. They just ignore multiple requests to complete the work and fraudulently update the warranty portal reflecting inaccurate completion percentages. Totally unethical and frustrating! Many items still outstanding after 7 months of living in the house.

  

  Business response

  08/04/2023

  Taylor Morrison values its customers and in a show of support of its customers 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 customer'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 regular communication with the customer, and currently show that nearly every warranty ticket she has submitted is now complete with the exception of a few lingering items that will be completed no later than August 25, 2023.

  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, as an estimated date of completion has been provided.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our $795,000 Taylor Morrison home in **************** on September 28, 2022 and have been dealing with non-stop construction and communication issues since.We had a list of construction issues that we noted for our Superintendent leading up to closing. The list grew to 44 items and only 3 of them were completed on closing week. Responses from our Super also halted for 5 days after closing. For any of the bigger issues, we were offered nothing but band-aid fixes. We submitted a complaint to the ** of Field Operations and were given contact information for the Area Manager, who we began communicating with to complete our remaining items. He worked with our Superintendent to schedule more trades to come by and complete the work. 9 out of 10 times the workers that were scheduled never showed up.Fast forward a few months dealing with endless no-shows, both our Superintendent and Area Manager were laid off. Our Warranty rep took over and we let him take some time to get adjusted. He was able to knock out a few minor fixes here and there, but we were still dealing with constant no-shows. For our larger construction issues, we were promised several times by Taylor Morrison that they were scheduling a professional inspector in that trade to come take a look. None of these inspectors have ever showed up.My wife and I have scheduled countless hours off of work to be available for workers and the vast majority of that time has been a complete waste. In the off-chance that a worker does show up, they almost never have any of the materials needed to fix the actual issue. We've been here for 9 months and none of the big issues have been addressed. We still have large gaps at the bottom of our master bath doorframes, a terribly installed $16,000 handrail, ruined front-porch concrete, loose bricks on our retaining wall, missing deco-panels that we paid for, and several other problems.We've been given no choice but to escalate this to protect our time and money.

  Customer response

  07/06/2023

  Address is *******************************************************************

  Community is called Timberline

  

  Business response

  08/17/2023

  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 customers home is built in accordance with the building plans and specifications, local codes, 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 Warranty leadership has reached out to the customer. The list of items requiring repair or replacement has been in motion since the writing of this complaint, and a new railing has been ordered for replacement.  Our estimated goal of completion is no later than September 15, 2023. 

  
  We thank the Customer for choosing ******************** as her home builder.? We appreciate the Customers 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 the Customer supporting the foregoing, the ******************** similarly considers this matter closed.?  

  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parents, ***** and ***************** (who are 78 and 74) contracted with Taylor Morrison(TM) in March of 2021 in the 55+ community, ******* in **********, **. Although the closing experience was horrendous, my parents did end up closing on their home at **** Miletto in September 2022 with several outstanding punch list items that TM promised to correct. Although majority of the pre-closing punch list items have been addressed, the following items are still outstanding: - various cabinets missing soft close - Kitchen drawer not closing properly - Paint various spots on wall/cabinets - Paint above kitchen cabinets where drywall hole was patched - Paint Clean up at master shower - Paint at back door - paint Hall closet inside In March 2023, after another missed appointment and unanswered messages to *****, the superintendent who we had been working with, I reached out to TM and was told he was no longer with TM. I was told that that I would need to provide a list of outstanding items and provide proof that those items were paid for, which was inconvenient but provided on 4/12/23. Ive been in communication with ********************* (who has been incredibly rude), *************************, and *********************** (who has been non-responsive) requesting updates with no response. Considering this is in an 55+ community and they are dealing with the elderly (my parents themselves are in their mid 70s) it has been extremely frustrating for my parents to STILL be dealing with this and having to continuously follow up without a response. Aside from the 18+ months of delayed construction, this has been a major inconvenience due to these lingering items that has last over 10 months. The requested proof and outstanding punch list and proof documentation has been provided and we would appreciate professional courtesy communication would be appreciated and for these items to be completed.

  

  Business response

  07/14/2023

  Thank you for the opportunity to respond to the consumers concerns. Upon review of the situation, it was discovered several items that were promised to the consumer were not documented properly by a former employee. We sincerely apologize and regret any frustrations this may have caused. Our team has been in communication with the consumer and are addressing their concerns as efficiently as possible. We thank the Consumer for choosing Taylor Morrison as their home builder and appreciate the Consumers patience and understanding while we complete the scheduled repairs.
  We consider this matter addressed, and ask that, based on the information provided, the BBB similarly considers this matter closed. 

*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. ↩