Meritage Homes Corporation

Revdex.com, Meritage Homes has been and continues to be responsive to the complainants request for service. Our team inspected their concerns on two separate occasions and each time found them to be outside the scope of their limited new home warranty and therefore out of warranty.  We denied their claims in writing. The complainant remained unsatisfied with our internal inspection process and conclusion. As a courtesy, our team offered to have an independent engineer evaluates their concerns. We hoped this gesture of good faith would satisfy our homeowners. The complainants requested a specific engineer by name from our suggested engineering company, Meritage agreed and he was sent to their home. The evaluation revealed no additional information and it was determined again that it was unwarrantable; the engineers report was provided to the complainants. The complainants remained dissatisfied with the engineers report and filed a complaint with ([redacted]) [redacted] whom oversees the administration of their homes structural warranty. [redacted] contacted us, Meritage and we provided the history of events related to their concern and a copy of the engineer’s structural report to [redacted]. [redacted] in turn agreed with both Meritage and the engineer’s findings that the claim is unwarrantable and closed the complainants claim. The complainant then re-filed their complaint with [redacted] and requested arbitration per the guidelines of their purchase agreement. The arbitration has yet to be scheduled because the complainants have rejected most of the arbitrators that have been suggested by [redacted]. In the meantime, they filed this Revdex.com complaint.  The complainants did request copies of the original soils testing reports and structural plans for the home; documents that are not customarily retained for long periods of time or provided to homeowners. Unfortunately, Meritage did not retain copies of these documents beyond the permitting process. Both documents are however provided to local city ordinances during development of communities and when permits are applied for. Many times they are maintained as a matter of public record. Our team did refer the complainants to the city to obtain copies. The homeowners did not sign the original soils report or structural plans and they are not a part of their original purchase agreement paperwork. Everything the complainant signed at the time of closing would have been provided to them by the title company as well as any documents signed during the purchase process as they are a part of the overall closing package presented at the closing table. Revdex.com, Meritage Homes has exercised good will and displayed our willingness to offer the complainants peace of mind by agreeing to and assuming the costs associated with hiring an independent engineer to inspect the homes structure.  Furthermore, we have cooperated with [redacted] and wait for the scheduling of arbitration. Until then, we are unable to move toward a resolution in this matter. We do believe based on the complainants exercising their right to request an inspection with [redacted], file a complaint with the [redacted] and request arbitration that this matter is beyond the purview of the Revdex.com. Meritage has performed above and beyond and simply await the scheduling of the arbitration, something that is beyond the control of Meritage Homes and has been delayed solely by the complainant. While we can provide copies of their purchase agreement again, we decline to do so with this response due to the personal nature of said document. We will forward the documents by email with the complainants expressed permission to share the confidential information contained within the file with the Revdex.com.Best regards, Meritage Homes Corporation

Revdex.com,Meritage Homes corporate team has no knowledge of this matter, again we request documentation as noted within the complaint. we would be happy to review. We apologize for any misunderstanding or inconvenience the complainant experienced and trust this apology will satisfy their complaint.  Best regards,Meritage Homes

I did not say they were section 8 apartments, I said they were low income apartments. Those who prefer cheap apartments are low income families who avail of government subsidy for their rent. The section 8 program funded by the US department of housing and urban development (HUD) provides housing to extremely low income individual,. Families, senior citizens and persons with disabilities. I know once again they are not section 8. Douglas county records shows LOW INCOME APRTMENTS GOING IN NOT SECTION 8. The right thing for this BIG CORPORATION Meritage HOMES to do is to refund our earnest money, for not disclosing this information of LOW INCOME APARTMENTS.Thank You for your help Revdex.com in this matter,[redacted]

Revdex.com, Buying a new home can at times be stressful. We understand they are unhappy with the process and as a courtesy Meritage Homes refunded the buyers earnest money. We certainly want them to enjoy buying a new home and wish them the best in their pursuit. Best regards, Meritage Homes...

Corporation

Revdex.com, In addition to this complaint Meritage also received a letter drafted by the complainants attorney to which we responded with greater detail. Meritage disagrees and disputes with the overall context and accusations noted within this complaint. Meritage disputes that buyers never received a...

fully executed contract, that the contract lacked price or other material terms, the fact that the buyers provided a deposit before signing an agreement is of no relevance because they eventually singed the contract and the deposit was applied ad accepted per the terms thereof. Meritage is sympathetic to the complainants alleged medical needs and understands their concerns as they relate to medical expenses. Meritage has offered a compromise without waiving our any of our contractual or legal rights. the compromise allows the complainants to close escrow a full three months after the original closing date of April 2016 and more than 50 days from our offer. This is a good faith gesture to allow the complainants the opportunity to address their personal needs.  Meritage has shared this offer with the complainants legal counsel as our final offer. We await their response.  Best regards,  Meritage Homes Corporation

Revdex.com,  Although the complainant remains disappointed, Meritage has inspected their concerns, offered assistance when we could and made a final decision on their claims. No further action will be taken as these are not warrantable matters.  Best regards,  Meritage Homes Corporation

Meritage has addressed each of the items listed by the complainant both in person verbally and in writing several times over the last few years. The complainant also noted a stairwell issue during this time that was addressed and acknowledged as such during this same time frame, this overcomes...

their claim that we have not been responsive. Our warranty team has gone above and beyond to satisfy the complainant, however our position regarding these items remains as such:1.Granite - Our team including the granite installer personally met with the complainant, inspected his concerns and confirmed the product installed is the product selected by the complainant. The product was found to be free of defect. The complainant and his wife expressed their dissatisfaction mostly with the granites color and have requested Meritage replace it. Their New Home Warranty is limited to workmanship and materials, therefore request was denied and the request closed.2.Tile grout – Our team met with the complainant and inspected their concerns regarding the grout. on more than one occasion.  Meritage Homes does not seal grout upon installation, this is thoroughly explained to our customers both during the design experience and again at the new home orientation prior to close of escrow. It is up to the complaint to seal the grout if they wish to do so. As a courtesy, Meritage offers to fill any cracked grout one time only at the one year anniversary milestone. As an additional courtesy we did clean their grout and confirm it is free of defect. The complainant expressed dissatisfaction with the grout color in high traffic areas, this is normal and to be expected as any light colored grout can darken over time. This item has been addressed and is not warrantable.3.Backyard, front leveling and grading. Meritage has met with the complainant on 3 different occasions to inspect and discuss the results of those inspections. The yards drainage as established at the close of escrow is performing as intended. It is the responsibility of the homeowner to maintain the drainage, slopes and grading after close as it is not covered by their new home warranty. We have denied this matter in writing several times. There were no drainage issues at the times we inspected. Their yard is as level or better than our model home. Revdex.com, Meritage Homes has gone above and beyond. We recommend they consult a licensed contractor to address any additional home needs outside of their warranty. We advise them to consult their homeowner manual for clarification regarding their warranties and exclusions. Meritage does consider this complaint addressed and resolved.  No further action will be taken.Best regards,

Revdex.com, Meritage and the complainant entered into a contract to build a new home that provided a 14 day window for the complainant to cancel in the event they were unable to secure financing. The complainant met their obligation and provided proof of a fully approved loan within the...

14 days. Meritage began construction on the home in May 2015 and a tentative closing date was set for August of 2015.  The complainant decided to terminate the contract after the 14 day window and therefore the earnest monies have been retained as liquidated damages. This is clearly written in the contract and was verbally explained both at the time of sale and again on several occasions when the complainant contacted our office. Due to the personal information noted within the contract Meritage cannot provide a copy for your review, however the complainant was provided an executed copy. In the event the Revdex.com would like to review the terms of the contract we respectfully request the complainant provide a copy. Meritage Homes does consider this matter resolved. Best regards, Meritage Homes Corportion

The customer has been reimbursed [redacted] Director - National Customer Relations

Revdex.com,  Meritage Homes remains committed to servicing our homes and making all warrantable repairs in a timely manner. In fact, our cabinetry trade partner completed warranty repairs to their cabinets just yesterday. The complainant did express their satisfaction with the work. We do consider this matter resolved and appreciate the opportunity to resolve their warrantable concerns.  Best regards,  Meritage Homes Corporation

Revdex.com, Meritage Homes in ion the process of investigating the customers claims as well as the electrical report related to his complaint. We have reached out to the customer directly and at this time he is aware of our investigation. We look forward to resolving this matter as soon as...

possible. Meritage Homes Corporation

We were complying per the contract but Meritage was insistent on...

additional paperwork and then a they requested a full underwrite be done even without the house being started. We agreed to follow the proper processes after they requested we go through additional steps. Meritage then sent us an email stating we were in default even though they had the pre-qualification letter, and our lender was in communication with them as well explaining she was conducting the conditional underwriting. However, the $15,292.00 was not a part of the earnest money it was a deposit for the upgrades. We believe all the money should be refunded but this portion especially since again nothing was started nor completed. How can they justify keeping a deposit for upgrades they will never complete?

Revdex.com,  Our records indicate that our warranty team did speak with the complainant on Monday evening April 10th. The complainant acknowledged that his shower door was out of warranty. During the call our team offered a few suggestions and recommended a  few third party companies that could address his needs. Regarding the survey request; we do not have a survey to send him. We only survey our customers twice, once at time of close and again a the one year anniversary. The complainant closed two years ago.  We do consider this matter resolved and appreciate the opportunity to clarify his concerns.  Meritage Homes Corporation

what is the companies response to their awful customer service and lack of response I got while trying to contact them? Why do they only respond in a timely matter to customers within their 1 year mark?  Still as a customer to meritage homes, why can't I submit a survey to them?

Revdex.com,  Meritage Homes considers this matter resolved. No further action will be taken. Best regards,  Meritage Homes Corporation

Revdex.com, Meritage Homes warranty team met with our homeowner shortly before this complaint was filed. We agreed to test the floor for moisture readings as well as conduct inspections by the flooring company  engineer. While we can visually confirm a few wood planks may require replacement, complete...

tear out of the entire floor is not necessary or warrantable. Pending the availability of all parties involved, we will conduct the necessary inspections. The customers concerns regarding the yard had been delayed to due inclement weather; this was explained to our customer. Temporary placement of jute and rye seed was completed as a stabilizer. It is our intent to conduct sod repair once the weather improves. Regarding the deed, this is a document that the title company would have initiated at the time the homeowner closed escrow. The builder does not handle this, however, as a courtesy; our team will request a duplicate deed on their behalf. We will update the Revdex.com as soon as we have more information regarding the inspections. Best regards, Meritage Homes Corporation

Revdex.com,  Meritage homes received a warranty claim from the customer on the same day this complaint was entered. We do acknowledge the possibility that a former employee may have began review of the claim prior to it actually being submitted to our organization. We will resolve all...

warrantable matters as quickly as possible and have already made contact with the homeowner.  Best regards,  Meritage Homes Corporation

Revdex.com, Meritage Homes will review the customers concerns and inspect the driveway to ensure it is the proper size and performing as designed. Best regards, Meritage Homes Corporation

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I NEVER said...

I was satisfied with the conversation I had with the man who called me from Meritage on 2/7/17 at 10:24 am(central time). That was an assumption he made.  He did acknowledge the listing and apologized for it, however that was not enough for me.  I am taking further actions.