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:11/18/2023

  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.

  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

  Date: 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

  Date:11/17/2023

  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.

  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

  Date: 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

  Date:10/21/2023

  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 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

  Date: 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 Answer

  Date: 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.

• Initial Complaint

  Date:10/03/2023

  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.

  Home warranty issues, never completing walk through issues. 1 year walk through with still incomplete items done on 12/27/22. Had a private home inspector note multiple issues with framing and roofing. Supervisor **** informed me to find my own frame and he would cover. Then later denied this. Roof issues still not resolved despite sending information to Taylor Morrison Supervisor.Numerous other issues with doors, dry wall, pavers, outside paint, garage door paint, pantry door frame, and other issues not addressed after numerous attempts to reach the home warranty department, manager, and regional vice President

  

  Business Response

  Date: 11/15/2023

  Taylor Morrison thanks the BBB for the opportunity to respond to this customer's complaint.  Since the filing of the complaint, Taylor Morrison has been attempting to make contact with the customer multiple times, in order to meet them at their home and review the list of items made in this complaint.  At this time, Taylor Morrison has not received a response from the customer.  ******************** looks forward to addressing the customer's concerns amicably.  Please consider the closure of this complaint, in light of the foregoing.

• Initial Complaint

  Date:09/14/2023

  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.

  Purchased new construction in 2020 Builder refused to seal cracks as cracks are owner maintenance (this was first year.!). This year we received a quote for gutters. Contractor pointed out large wholes that were unfinished and open on building. Also, our window seals on all upper windows looked like Swiss cheese with openings throughout from defective or wrong caulk being used. We submitted a ticket but TM builder refused to correct citing owner maintenance. We dont believe its reasonable to need to replace ALL upper window seals after 2 years. Builder TM was then deceptive telling us they did not install windows! We believe on our behalf TM builder should correct this issue instead of ignoring calls and e mails. There are also 8 homeowners also experiencing same issue!************ warranty office is not helpful.

  

  Business Response

  Date: 10/18/2023

  While the homeowners complaint appears to suggest otherwise, Taylor Morrison did in fact make certain stucco, sealant and painting repairs. Taylor Morrisons third-party trade contractor installed the windows and Taylor Morrison provided the homeowner with the window installers contact information. Homeowner is correct in that Taylor Morrison did not perform certain work requested by the homeowner that it believed to be a homeowner maintenance responsibility, as manufactured products are excluded with homeowner warranty. That being said, Taylor Morrison has offered to have the homeowners concerns re-evaluated and is currently trying to coordinate an inspection.

  Customer Answer

  Date: 10/19/2023

  I have tried since October 6 to communicate with the ** ******** ** warranty office after *********************** and ***** came to look at upper windows, without a ladder.  I do not consider that an inspection. The completed work ** referenced in their response was regarding a separate matter As of today, 10/19/23, ** has made further attempt to remedy the  problem that involves 5 upper windows.  Further, American Builders Supply may have supplied ** with the windows; ABS has stated sealing and painting was done by builder. Therefore, ** needs to stand behind their promise of quality craftsmanship and make necessary repairs, or see that ABS makes repairs for us ASAP. *** does not deal with the general publiconly builders. I did not purchase the windows, Taylor Morrison is their customer. This is known to ********************. The ********************* office is ignoring any further correspondence from us and we need to have this repair completed asap. This has been almost a year of stalling by the builder. What has happened to the upper window seals is not owner lack of maintenance.  It is the result of shoddy work or the use of the wrong product used to seal windows. Window seals should not look like Swiss cheese after only 2 years. Am looking forward to a date for this work to commence. Thank you, 

  

  Business Response

  Date: 10/31/2023

  Taylor Morrison will be inspecting **************** home on November 8, 2023 in light of her concerns, and will provide consumer a substantive response based on the finds of that inspection.

  Customer Answer

  Date: 10/31/2023

  
  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.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/13/2023

  Type:Order 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.

  Unfortunately this is a long and drawn out story, and based upon all the other complaints about TM, I would have never entered into a contract with them. I had went under contract on a new build in Castle Rock, CO in February of 2022. I was told the home would be done in August. At this point sold my home in Arizona and moved to a rental in Colorado with a 5 month lease term. Things seemed to be progressing ok until there was a big lull in construction every time I would drive by it. I was told I would receive weekly updates that started fine, but then wouldn't happen and there was always an excuse that they had meetings or someone was on vacation. I addressed my concerns and was told that now there was a new construction manager and that would solve the problem. I met with the new manager and for that 1 hour, yes I felt taken care, of, but soon after that, it all went back to the same ghosting and not hearing or being told something I "want to hear" like "you are next in line for electric". Which went on for 6 weeks.... I was frustrated and new that the timeline was getting pushed back and I would have to change my rental, but they would never give me a better timeline- september, then October, then end of the year. It was too much and I wanted to cancel my contract due to the poor customer service, the lies I was told by the sales team and construction manager. but was told I would not receive my money back. I contacted HQ and tried to work something out to which they said I could use it towards another location within 12 months. Asked if I could use it in CA as I would be moving there, and waiting almost 10 months finally getting an answer that I couldn't!! Only because I had to email them 5 times. Also in that process tried to even start buying a property in a different location in CO and that sales person ghosting my agent as well. I even offered a reduced deposit refund and some compassion to a difficult situation and received nothing again.

  

  Business Response

  Date: 09/28/2023

  Taylor Morrison appreciates the opportunity to respond to this customer's complaint.  The customer elected to cancel their contract in 2022 and when they contacted Taylor Morrison with this decision, the customer was told numerous times by multiple Taylor Morrison employees that doing so was a breach of the Purchase Agreement.  Given Taylor Morrison’s award-winning expertise and commitment to its buyers for 100+ years, Taylor Morrison was accordingly distressed to have received notice of customer's election to breach their Purchase Agreement and not purchase a home with us. By walking away from the customer's 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 customer.   Further, the customer's clear election to use the Better Business Bureau in an attempt to harm Taylor Morrison’s business and reputation, rather than exercise the provisions in the Purchase Agreement for the proper venue for dispute resolution, constitutes another breach of the customer's 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 the customer has demonstrated that they have no intention of performing their own contractual obligations.

   

  

  Business Response

  Date: 09/28/2023

  Taylor Morrison appreciates the opportunity to respond to this customer's complaint.  The customer elected to cancel their contract in 2022 and when they contacted Taylor Morrison with this decision, the customer was told numerous times by multiple Taylor Morrison employees that doing so was a breach of the Purchase Agreement.  Given Taylor Morrison’s award-winning expertise and commitment to its buyers for 100+ years, Taylor Morrison was accordingly distressed to have received notice of customer's election to breach their Purchase Agreement and not purchase a home with us. By walking away from the customer's 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 customer.   Further, the customer's clear election to use the Better Business Bureau in an attempt to harm Taylor Morrison’s business and reputation, rather than exercise the provisions in the Purchase Agreement for the proper venue for dispute resolution, constitutes another breach of the customer's 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 the customer has demonstrated that they have no intention of performing their own contractual obligations.

   

  

  Business Response

  Date: 09/28/2023

  Taylor Morrison appreciates the opportunity to respond to this customer's complaint.  The customer elected to cancel their contract in 2022 and when they contacted Taylor Morrison with this decision, the customer was told numerous times by multiple Taylor Morrison employees that doing so was a breach of the Purchase Agreement.  Given Taylor Morrison’s award-winning expertise and commitment to its buyers for 100+ years, Taylor Morrison was accordingly distressed to have received notice of customer's election to breach their Purchase Agreement and not purchase a home with us. By walking away from the customer's 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 customer.   Further, the customer's clear election to use the Better Business Bureau in an attempt to harm Taylor Morrison’s business and reputation, rather than exercise the provisions in the Purchase Agreement for the proper venue for dispute resolution, constitutes another breach of the customer's 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 the customer has demonstrated that they have no intention of performing their own contractual obligations.

   

  Customer Answer

  Date: 09/29/2023

  This is untrue.  As stated, I tried to fulfill my end and utilize the deposit towards another home in Colorado.  When my agent went to their property in Aurora, she was met with resistance as they didn’t like I was working with an agent and the gentleman said he would have to “talk to corporate” to see if that was possible.   My agent never received a response and continually tried to contact him and to this day still hasn’t heard back.

  its quite evident by their rating on the bbb that this is not a one off instance, and its not the intent to slander them but to point out the lack of customer service and willing to help a customer out in a time of need or just worry about profits and legality.

  Customer Answer

  Date: 09/29/2023

  This is untrue.  As stated, I tried to fulfill my end and utilize the deposit towards another home in Colorado.  When my agent went to their property in Aurora, she was met with resistance as they didn’t like I was working with an agent and the gentleman said he would have to “talk to corporate” to see if that was possible.   My agent never received a response and continually tried to contact him and to this day still hasn’t heard back.

  its quite evident by their rating on the bbb that this is not a one off instance, and its not the intent to slander them but to point out the lack of customer service and willing to help a customer out in a time of need or just worry about profits and legality.

  Customer Answer

  Date: 09/29/2023

  This is untrue.  As stated, I tried to fulfill my end and utilize the deposit towards another home in Colorado.  When my agent went to their property in Aurora, she was met with resistance as they didn’t like I was working with an agent and the gentleman said he would have to “talk to corporate” to see if that was possible.   My agent never received a response and continually tried to contact him and to this day still hasn’t heard back.

  its quite evident by their rating on the bbb that this is not a one off instance, and its not the intent to slander them but to point out the lack of customer service and willing to help a customer out in a time of need or just worry about profits and legality.

• Initial Complaint

  Date:09/05/2023

  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.

  Outstanding issues Item #******* Dishwasher: it was replaced prior to moving in because there was a huge scratch. Due to incorrect installation of the second dishwasher, the dishwasher bracket is bent and causing a groove on the instrument panel that will eventually short out. The s**** stripped out and rubbing across the electronic switch panel and frame is bent. TM wants to send us new parts for us to inspect and then TM will contact GE to repair. *****************************, *************************** and **** all of TM said the dishwasher needs to be replaced. see picture Item #******* The rubber sealing strip that prevents moisture coming into the garage is jetting out from under the door: after **** left and during the rainstorm: we took a picture that shows light coming through as well as rain. ***************************** said "we will make it right"Item #******* Screen door will not fully close and right side door will not lock properly (ongoing problem since closing). Builders First bringing in a new screen Item #******* Top of garage door and side of garage door paint off showing white: needs to be repainted or touched up. *************************** said the garage door needs to be repainted: it was not done right in the first place. Repaint garage door Item #******* Recaulking any gaps in tub and tile to prevent moisture intrusion. Plumber pending The house had to have stucco repair and we are waiting for the painters to come and repaint those areas of the house that are streaked with white caulk (done by TM people)We had a independent home inspector inspect the house and there were real safety issues RESOLVED 1 open electric box at soffit back of home: 2 garage coach light needs to be properly sealed to prevent moisture intrusion these lights were adjusted by TM prior to closing and not properly sealed.3. The dryer roof vent is screened and clogged and unknown whether it has a back draft. We are requesting all the roof vents to be evaluated do they meet code and whether there are screens and/or needs screens 4. stucco cracks and recommend sealing and painting them to prevent moisture intrusion 5. Front entry way over the front door: rough grooved paint/stucco over the front door frame

  

  Business Response

  Date: 09/20/2023

  Taylor Morrison values its customers and in a show of support for them 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 and the items they have brought forth in their complaint are nearing completion unless due to a material order delay.  Additionally, Taylor Morrison has committed to the customer a full replacement of the dishwasher, in lieu of a parts replacement as previously communicated.
   
  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.

  Customer Answer

  Date: 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

  Date:08/31/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/28/2023

  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.

  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

  Date: 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

  Date:08/25/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.