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 has 23 locations, listed below.

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  Taylor Morrison

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

  
• 

  Taylor Morrison - Bay Area Division

  2603 Camino Ramon Ste 450 San Ramon, CA 94583-9126

  
• 

  Taylor Morrison Inc-Portland Division

  703 Broadway St Ste 710 Vancouver, WA 98660-3308

  
• 

  Taylor Morrison of Florida Inc.

  2600 Lake Lucien Dr Ste 350 Maitland, FL 32751-7489

  
• 

  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:06/04/2023

  Type:Sales and Advertising 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 many ongoing issues with the property. When moving in, stair railings were falling apart, the electrical issues caused ** to stay in a hotel, and we have had countless attempts to get items fixed. We have had the electricity go out on us twice living here less than a year, multiple plumbing issues from sinks not installed correctly and leaking to toilets leaking to kitchen sinks leaking, we have had the ** go out on us multiple times, we have had issues with the dryer vent, with the carpet coming apart, from the windows needing to be replaced, to the *** flooring coming apart! This home has been a great example of ******** Law. Their contractors just put a band aid on the issue until it breaks again after a few weeks. This has caused me to miss work multiple times to cater to them and still the issues have not been fixed. The garage panels are structurally coming apart which they installed afterwards which was on the inspection report. They are attempting to say it is cosmetic when it is clearly structural and needs to be covered under the warranty. They also have the bottom on the cabinet coming apart which the the warranty representative himself said she would fix when he came to do his inspection and is *** trying to **** that off as cosmetic as well. We have went through 3 warranty reps *** and countless hours of trying to get these issues resolved with them but they are not helpful at all. This is considered a luxury home that we paid over half a million dollars for to have less than subpar quality. The issue has been ongoing for 11 months ***. Even the manager **** has been less than helpful. But from **** to **** to **** to **** with no resolution. I did not expect this type of abysmal customer service and construction quality from a home builder that supposedly is that big of a name. Now with ****, items that had been fixed in the past (since everything is breaking) in the other parts of the home, are trying to pass off as cosmetic! Fix it!!!!

  

  Business Response

  Date: 06/15/2023

  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.
  We agreed and have completed the following non-warrantable repairs for the Consumer on June 8th, 2023.The loose overhead garage door trim was re-secured and shoe moulding on the cabinets. None of the issues the Consumer has brought to our attention are considered structural in nature and we have completed the two items at the Consumers request.
  Thank you for the opportunity to address the Consumers concerns. We consider these matters addressed and ask the BBB to consider closing this complaint. 

• Initial Complaint

  Date:06/01/2023

  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 bought new house in Taylor Morrison Timberline housing and closed on November 15, 2021. We have made repeated attempts via email, phone and text. All documentation is available. Many warranty items have been fixed but several are still outstanding. Due to improper installation, all main level flooring needs to be replaced. Taylor Morrison's subcontractor has agreed to this in writing and we went to the design center on March 9, 2023. No status since then. We also need new 2 car garage door, which was pointed out in February 2021 at pre-drywall meeting. Still waiting. Outside painters cannot finish caulking and painting until this is accomplished. We paid our landscapers to fix items that Taylor Morrison's landscaping crew were unable to accomplish. This was coordinated with Taylor Morrison warranty. It took several months but we received unopened gift cards. Gift cards had already been used so we are still waiting for reimbursement. I have enclosed a recent document from Taylor Morrison but I have several more if needed. Pictures are available as well.

  

  Business Response

  Date: 06/20/2023

  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 with 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. 

  We apologize for any inconvenience and/or frustration the customer has experienced while in their warranty period.  At this time, the for the flooring replacement has been discussed in person between a Taylor Morrison Warranty Manager and the customer, new gift cards have been personally delivered, flooring material has been ordered, and the customer has direct contact information to utilize going forward, so the customer can reach their ******************** representative.

  We thank the customer for buying a ******************** home, and in light of the foregoing, request that the BBB finds this matter resolved.

  
  

  Customer Answer

  Date: 06/21/2023

  The replacement of the two car garage is not mentioned. I have been told by the warranty person that it would be ordered but no date on when it will be received or installed. This was noted at our drywall walk-through in February 2021. After the garage door is installed, we still need drywall repair and outside painting and caulking.

  We have been told that the flooring will be replaced but we don't have any dates yet. Since we closed on this house November 15, 2021, I am not willing to close this complaint as we are going on two years. 

  We did receive the gift cards. 

  

  Business Response

  Date: 06/29/2023

  In addition to Taylor Morrison's previous response and in reply to the consumer's 2nd reply, our estimated date of completion for all open items is the end of July, 2023.  Due to providing this estimated date of completion, we respectfully request that the BBB close this matter.

• Initial Complaint

  Date:06/01/2023

  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.

  $15,000 deposit was paid as ******************/Deposit to be refunded if loan is not approved.Taylor Morrison loan officer out of the office and loan was not given to another officer.Taylor Morrison closing coordinator sent "breach of contract." when the breach was the lending and underwriting breach of time allowed for approval/denial.Taylor Morrison Property manager/Co-Agent for purchase of new home did not provide requested signed documents.Taylor Morrison waited till after the 45 days of breach of contract to inform that the loan was not approved when loan officer clearly stated he did not know why the Closing Coordinator had sent the breach of contract. By him stating he did not know why the notice was sent I was under the understanding that the breach of contract had been cancelled since he was moving our application to the top of his list, however the top of his list was not quick enough and notice that we did not qualify for the loan came after the deadline.We had Zero control on the time it took for Taylor Morrison lending to be approved or denied especially when the loan officer had been out of the office on extended leave.I have also filed a complaint with CFPB and Taylor Morrison has failed to respond.

  

  Business Response

  Date: 07/10/2023

  Thank you for giving us the opportunity to address the consumers concerns and provide details of our communication and efforts to help the consumer obtain a loan and close their Taylor Morrison home. On March 17th, 2023, Taylor Morrison sent a letter to the consumer stating a breach of contract had been made for lack of responsiveness from the consumer to the lender regarding the status of the loan. Another letter was sent to the consumer on April 12th, 2023, stating the same, after giving another grace ****** to provide the documents requested and failure to provide the necessary documents would result in cancellation of the purchase agreement and retention of ******* money. Unfortunately, at this time we were informed the consumer could no longer quality for a loan to purchase the home due to conditions outlined in the loan application that could not be met by the consumer.Regretfully, Taylor Morrison retained the Deposits as liquidated damages for its own loss in accordance with the terms of the Purchase Agreement agreed to by the consumer. We consider this matter addressed, and ask that, based on the information provided, the BBB similarly considers this matter closed.  

• Initial Complaint

  Date:05/20/2023

  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.

  We bought a TM home abt.6 months ago. Three weeks ago we were in the unfinished home having the windows measured for curtains. A heavy rain and hail storm occurred for a little over an hour. During that storm we saw and photoed 7 windows leaking water onto the ***** and down the drywall to the new carpet.These photos were emailed to the construction mgr. He had been on the job only a couple of weeks. The original realtor quit. And the original const. mgr had been fired.The following day I was told by the const. mgr. TM cancelled my contract because I didn't have some paperwork for this substandard home filed with them. OK. OK.Today I receive an email with a cancellation form attached. I did not sign.Because they also say they're going to keep my 100k ******* money and upgrade money already paid.Is this a scam or what??? ********* a crappy house. I photoed it, so, they cancel and keep my money. THAT is a scam.TM I've gotten a board certified real estate attorney involved

  

  Business Response

  Date: 05/30/2023

  Thank you for allowing us to address the Consumers concerns. The windows in the home that leaked were repaired immediately prior to the home completion and unfortunately, the Consumer did not attend the new home orientation as a part of our process in delivering the home before closing. The Consumer has been unresponsive and unable to provide the necessary documents for loan approval per the terms of the Purchase Agreement signed by the Consumer. For this reason, the cancellation paperwork was sent to the Consumer. We consider this matter addressed, and ask that, based on the information provided, the BBB similarly considers this matter closed.  

  Customer Answer

  Date: 07/20/2023

  On a Wednesday I had a home inspection done by a very good company in Houston. It revealed a number of things that needed to be 'fixed.' When I received an email copy of the report I forwarded it to the current construction mgr. He just replaced one who was fired a couple of weeks earlier. On the same day my TM 'agent' quit to take another job. This was a 1.2 million dollar house. On that Friday I had a person come to measure the windows. A rain and hail storm came in and it went on for over an hour. During that time the rain was blowing hard against the rear windows. The house has an 8 or 10' patio on the rear. The 3 of us then saw that 7 of the large windows on the rear of the house were leaking water onto the interior windowsills which then drained down into the new carpeting. On Friday I was then emailed by the const. mgr. that my contract had been cancelled and they were keeping my money. I already paid $98,000 in upgrades etc. After the inspection the house went three weeks with no activity by TM. I've dealt with them for abt. 10 months. They pushed closing back 6 weeks. But closing never happened. They still have not refunded my money. Its been 2 months.
  

  
  

  Yesterday 7/12 I received an email from ************************* of Taylor Morrison homes, whom I previously complained about. The email said that I had signed the "Cancellation" agreement via Docusign. That is an absolute lie. When he first sent me the cancellation email I put it in a different folder on my computer and intentionally did not sign it. No such document can be produced that I signed. Didn't happen. This person has now engaged in perpetuating a fraud. Taylor Morrison has shown themselves to be a disreputable company whose employees will engage in unethical and illegal activity on behalf of Taylor Morrison. You can not trust Docusign or Taylor Morrison. This matter has been referred to *********************** office. ************************* is the 'construction manager' plugged in before notifiying me that my contract was cancelled. He now has fraudulently used DocuSign and claims I signed a form I never signed. And this can be proven. The previous people had dealt with at Taylor Morrison were fired or quit. Now ************************* is lying to me about my signature. This company and ************************* cannot be trusted
  

  
  

  

  Business Response

  Date: 08/14/2023

  Thank you once again for allowing us to address the Consumers statements and provide details about this matter.
  On May 4th, 2023, a letter was sent to the Consumer stating default of the Purchase Agreement and the opportunity was given to the Consumer to provide a response and necessary paperwork for loan approval. The Consumer was unresponsive and unable to provide the requested documents; therefore, the Purchase Agreement was cancelled. Final notice of cancellation was sent to the Consumer and signed by Taylor Morrison representatives on July 12th, 2023. A signature is not required of the Consumer when in default of the Purchase Agreement and all deposits are retained according to the terms of the agreement that the Consumer signed when purchasing the home.
  
  We believe the actions that have been taken are not illegal or fraudulent, but rather in accordance with the legally binding agreement the consumer entered into with Taylor Morrison and signed by both parties. We ask based on the information provided, the BBB considers this matter closed. 

• Initial Complaint

  Date:05/18/2023

  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 am in the process of buyng a nearly $700,000 home at ***************** in ***********, **. But now I am at odds with Taylor Morrison because apparently they built my house backwards and it has made by back patio a saftey issue. Because there is a steep incline on one side of my house, my house was supposed to be inverted from the houses next to mine. You can see that is clear in the site map listed on their site. But they built it the opposite way which means that there is a four foot drop right next to my patio. It is such a safety hazzard that they will likely need to put a railing on the edge of my patio so no one will accidentally fall down the incline and kill themselves.They have agreed to give me my money back, but that isn't the point. I want the house. It was the house I wanted. They are starting to build at a near by community, but they refuse to give me priority for a lot or the same pricing. So I may have to wait years for the house if ever or just move on. They should be accomodating me any way I request in reason for their mix up.

  

  Business Response

  Date: 05/31/2023

  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. 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 to be built in accordance with the plans and specifications that satisfied all contractual and local Building Code requirements. Further, the 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.  With the aforementioned said, Taylor Morrison did decide to refund the customer their full ******* money deposit in an act of good will and as a courtesy to move forward amicably.  The homeowner is free to pursue other home purchase options that they see fit for their personal situation with any builder of their choice.  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 and in fact exceeded all of our own contractual obligations.

• Initial Complaint

  Date:05/15/2023

  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 a new Taylor Morrison home that was completed on May 31, 2020. A third party inspection company inspected the workmanship to ensure the home was safe and built according to the contracted terms.The home inpsection company found several items requiring immediate repair, notably: mold growing around the garage A/C unit, missing roof tile, a broken window, broken Quartz countertop, front door closure repair, and patching of stucco on exterior of house and more. We have sent numerous emails requesting follow-up and completion of repairs. We understand that Covid and hurricane ************* have caused a delay, however, it is now 2yrs later and we are still pending receipt of outstanding repairs. We would be grateful to the BBB for an advocate to assist ** in getting the much needed repairs.

  

  Business Response

  Date: 05/25/2023

  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 with 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, local municipal code, 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.

  
  This home closed on 5/26/21, and the home inspection they have provided and are referencing was done on 5/17/22, prior to closing.  Inspection items that did not meet our construction standards were taken care of long ago, prior to the home's closing.  All of the items represented in the inspection that the customer feels are remaining, are not warrantable which includes the Pool, Lanai, and Deck that was built by the customer after close.  The doorbell was also installed by the customer after closing and will not be sealed or warrantied by Taylor Morrison, as that is the customer's responsibility.  Lastly, throughout the first year in the home, the customer submitted many warranty claims, and had the Director of **************** speak with her and visit her home multiple times, and all warrantable claims brought by the customer to ******************** during the first year in the home have been addressed.

  
  Delivering a quality home with excellent customer service remains our focus and promise to the consumer.  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 opinion stands regardless of the number of times consumer wishes a different outcome than as set forth as our obligations in the legally binding documents he signed prior to entering into a Purchase Agreement. 

• 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.