Meritage Homes Corporation

Revdex.com,  The complainant contracted on February 14, 2014 along with her in-laws and as required, provided earnest and décor deposits over a span of three months. At the complainants’ request, Meritage created an addendum adding one in-law and removing others on May 28, 2014. On June 6, 2014...

the contract was rewritten again to include only the complainant (the daughter) due to the in-law(s) becoming ill and therefore unable to move forward with the purchase. With this addendum, the loan itself changed due to the original loan being for all parties and was a foreign national loan. Once we switched the contract to the daughter only, complainant [redacted], the lender had to change loan programs because she is a resident of the US. Due to this change, the complainant selected an outside lender to secure her loan. The lender required that we refund all prior deposits previously collected during the time the in-laws were under contract; which we did. We retained the earnest money deposit directly provided by the complainant.  The outside lender was supposed to close the loan by June 30, 2014. The same week of the anticipated close date, the complainant lost her job and no longer qualified for the loan, as a result the complainant defaulted on the terms of the contact and Meritage cancelled the purchase agreement. The deposit collected directly from the complainant was retained in accordance with the guidelines of the purchase agreement.  We share in the complainants’ disappointment that she was unable to purchase the home she and her family hoped for. Meritage went above and beyond by modifying the contract to assist the complainant and her family in their desire to build this home. The complainants’ loan status, lending terms and employment are all beyond the scope of our responsibility as a builder. We respectfully decline the complainants request for reimbursement.    Best regards,  Meritage Homes Corporation

unfortunately,  the "Meritage will address all warrantable...

items" does not give us a end date.  We've been living in our home for approximately 5 weeks and have crews coming and going every day.  Our work has been suffering as we need to be present and deal with constant interruptions.  The issue will not be resolved until Meritage Homes completes our new home (as it should have been delivered a month ago).  Frankly, I'm  appalled a business is allowed to deliver a product that is unfinished, force customers to pay (does not stop mortgage interest), and take their time with repairs. You wouldn't buy a new car if it was missing a windshield?  Only because it's drivable doesn't make it right! Same scenario!We are forced to live in a home with large holes in ceilings, construction dust everywhere, and unable to furnish it due to the higher risk of damage by trades coming and going.   So far, Meritage has been trying to fix issues but have not made it right.

Revdex.com, Meritage Homes thoroughly reviewed the customers concerns and their homes warranty record to date. This home closed in June of 2013. The customer requested service on the rear sliding screen door in November of 2013; we did replace the wheel of the screen door.   We  further...

reviewed and found no record of any roofing issue on the home ever being reported to our team. Roof tiles can crack from hail and even lifting during heavy winds. Cracked tiles are not warranted by Meritage Homes beyond the first year of ownership. We recommend the homeowner consult a licensed roofer to inspect and replace as necessary. In regards to the cracked window, the customer did call our window trade partner directly to inspect the glass; no evidence of any manufacturer defect was found and they did inform the homeowner as well as the tenant of this. After the trade partner’s inspection the homeowner reported their concerns directly to Meritage Homes. Our warranty team also inspected the window and denied their request for replacement based on the fact that we do not warrant cracked glass. The homeowner‘s tenant informed our warranty team that the homeowner was taking the cost for the broken window repair out of their security deposit.  Again, this is not a warrantable item and Meritage is not responsible for damage caused by the homeowner’s guest or tenants.  We have attached portions of the warranty manual that addresses the roof, cracked windows and tenant occupancy as it relates to the warranty.We respectfully decline their request for reimbursement. 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]

Revdex.com, Unforeseen delays were experienced during the plan approval and permits process. We are happy to report all necessary permits are in hand now and we expect construction to begin soon. The community homeowners association is the main point of contact for the homeowners and will...

provide regular updates as we progress with this project. Best regards,  Meritage Homes Corporation

Revdex.com,  Meritage Homes inspected their concerns, personally visited the homesite and discussed the matter with the complaintant. We determined the matter was not covered within the scope of their new home warranty. The complainants did not agree with our conclusion and filed a complaint with...

[redacted], professional warranty company – the third party structural warranty company that administers their remaining warranty.  The [redacted] also conducted an inspection and agreed with Meritage Homes’ decision that the matter is not a warrantable one.  The complainant decided to file for arbitration as outlined within their purchase agreement; however they have informed [redacted] they are unwilling to accept an arbitrator that has worked for or with Meritage in the past. In fact, they have refused to work with three so far, of course making it difficult to arrive at a resolution.  Revdex.com, we have rendered a decision and are willing to review our reason for the decision in more detail with the complainant and [redacted]' upon notification that the complainant has agreed to an arbitrator. We do believe this matter is beyond the purvue of the Revdex.com due to the facts listed above. Thank you for the opportunity to respond to this complaint, we trust the Revdex.com will agree, Meritage has gone above and beyond to address our this matter.  Best regards,  Meritage Homes Corporation

Tell us why here...?
Revdex.com,
The manhole was below grade at the time the home was built. All applicable approvals and city inspections were obtained. After the home closed escrow and ownership was conveyed to the complainant, the [redacted] raised the manhole cover and exposed it in their...

yard.  As a result, Meritage did offer as a courtesy to build a flower bed around the manhole in an effort to improve the overall curb appeal; the complainant declined our offer. At no time did we attempt to cover it with any landscape material. The lot premium associated with their home site was based on the lots overall square footage and had nothing to do with the manhole.
While we certainly understand their disappointment, Meritage has no authority or control over the city or their decision regarding the manhole. We cannot cover it or guarantee anything in regards to its location, height or use. We recommend they consult with the city directly.
This complaint is not in reference to their home itself and therefore we do consider this matter resolved.
Best regards,
Meritage Homes Corporation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This house was already under construction prior to the stated date.  It was IMPOSSIBLE to withdraw and provide a letter of denial from their own mortgage company because they withheld that letter and refused to give to us until beyond that dat then back dated the letter but the envelope shows a metered date past the 14 days.  This company cheats people using a mortgage company that they have an interest in but disguise the name.   Unresolved and needs to be posted so other consumers do not get involved with this company.   I am sure there are other more reputable builders in the San Antonio area.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Judy N[redacted]

Revdex.com,  Our team did close out the last warranty request we received after we attempted to reach the complainants by phone on four different occasions as well as by test. We did make contact last week and open a courtesy request to honor our year end courtesy repairs. We expect to resolve...

this matter shortly.  Best regards,  Meritage Homes Corporation

Revdex.com,  Although contractually Meritage Homes has the right to retain the earnest monies, we have issued a refund to the customer. As a first time homebuyer it is our sincere hope that she will enjoy the new home buying experience and hopefully one day we will have the opportunity to build her...

first home. Best regards,  Meritage Homes Corporation

Revdex.com,  Our team met with the homeowner and has a plan in place to address their concerns. This is a matter of miscommunication as the homeowner had not submitted a warranty request through our website. We require all request be in writing. We have explained the proper procedure as outlined in...

the homeowner manual provided to our homeowner at the time of sale.  The HVAC issue was resolved by changing the filter, the granite inspected and it is not cracked but could use some polishing. We look forward to completing the remaining warrantable items.  Best regards,  Meritage Homes Corporation

Revdex.com,  Based on our review of the complainants purchase agreement and our correspondence to date, as well as meeting with the complainant back in July, there is no basis for a refund.  All of the contract paperwork is consistent with the home that was built, and we are confident that no...

mistakes were made during the contract process nor were any oral representations counter to the written documentation.  The complainant had legal counsel contact us on their behalf in an attempt to retrieve the earnest deposit. In an effort to show good will, we offered to apply their earnest money to a future sale within one year.  However, since we’ve heard no more from the attorney, we assumed the attorney did not suggest advancing the case.  Meritage acted in accordance with the guidelines of the purchase agreement and therefore respectfully declines their request for reimbursement.  Meritage Homes Corporation

Revdex.com, As noted within the customers statement, this is not in regards to a Meritage Home or the actions or lack thereof of Meritage Homes. Meritage did not assume responsibility for the warranty of homes built previous to our acquisition of the builder in question. We suggest the...

complainant refer to warranty materials provided by their builder at the time the home transferred ownership. Their builder provided a third party 2-10 year structural warranty whom the complainant should contact for guidance. Due to the fact this is not our home and we have no involvement or responsibility toward the administration of their warranty; we respectfully request  the Revdex.com remove this complaint from Meritage Homes. Best regards, Meritage Homes Corporation

Revdex.com,Meritage understands the disappointment of the complainant request for concrete repair. We encourage you to refer to the Meritage Homes limited warranty manual, as this is not a warrantable item, and we do consider this matter resolved.  Best Regards, Meritage Homes

We categorically disagree with the statement.  Please see the files located in the share drive location below and IF the "home is performing as intended", then potential consumers should know what to expect when purchasing a MTH Product.  Feel free to download the files and post them to any public location.     Also, not only are the damages extensive, but the "3rd Party Engineer" was the same engineer company(MLAW) that submitted recommendations on the initial foundation build.       [redacted]

Revdex.com,  Meritage Homes understands the customers concern, however, the range is functioning as designed. As a courtesy we have made an offer to assist them in the replacement of their existing vent hood with one that would better accommodate their cooking preferences. At this time we...

await their decision to accept or decline that courtesy offer. Meritage has no obligation to replace their hood as it is functioning.  We would appreciate the Revdex.com's assistance in resolving this matter.  Best regards,  Meritage Homes Corporation

Tell us why here...?Revdex.com,The complainant contacted Meritage Homes late last year in regards to visible mold within their exterior crawl space. Meritage contracted a mold remediation company to inspect and remediate if necessary. Their findings revealed an elevated amount of moisture due to recent...

construction activity had allowed mold to grow at an accelerated pace. While moisture and mold growth within such areas are common, this scenario was due to our construction activity, therefore Meritage authorized the remediation of the crawlspace, eliminating any potential cosmetic damage to the home.  The homeowner contacted Meritage again in February with similar concerns.  Upon inspection we found the crawlspace to exhibit moisture and humidity; both common elements in crawlspaces especially in this region. Mold was present, yet not uncommon under such circumstances.We understand how the presence of mold can be cause concern, therefore in an effort to provide the complainant with peace of mind, we consulted with a third party environmental company, Remidics Restoration to inspect and test the condition of the crawl space.  Their professional results indicate the crawlspace is environmentally sound; the mold spores present were not of concern and were in fact, commonly found in our eco system. The crawlspace with its humidity, moisture and access to fresh air may occasionally allow the growth of mold; however the mold present did not exhibit a condition that would damage the complainant’s home. We ask that the complainant review page 74 of his Homeowners manual for helpful tips regarding cleaning mold from surfaces and cosmetic concerns. Also, pages 96 and 97 further explain our warranty exclusions as they pertain to mold, specifically Section I. Warranty exclusions C.12 & C.13. We understand the complainants’ desire to keep his crawlspace mold free, however Meritage homes warranty does not guarantee this nor does it provide routine cleaning of cosmetic structures.  Further, the complainant’s request for reimbursement for services he consulted directly to perform works on his home are not warrantable. We respectfully decline his request for monetary compensation. We do consider this matter resolved and appreciate the opportunity to further investigate his concerns. Best regards, Meritage Homes Corporation

Revdex.com,
Meritage understands the complainant is disappointment with the outcome of their request for reimbursement. We further understand they experienced an out of pocket costs to address a homeowner maintenance event. Again, this is not a warrantable item and we do consider this matter resolved.
We appreciate the opportunity to address their concerns.
Best regards,
Meritage Homes Corporation

Revdex.com, This customer's builder was BK Residential Construction, LLC, Legendary Homes. Meritage purchased Legendary Homes in 2014, but did not assume responsibility for their existing built homes. Meritage did not build their home nor do we oversee their homes warranty; therefore we request this...

complaint be removed from our file. Legendary did provide a 2-10 year warranty with their homes. The company is 2-10 Home Buyers Warranty. The customer should have received their warranty details with the closing of their home.  Their contact number is [redacted] We wish them the best of luck resolving their concerns.  Best regards,  Meritage Homes

Revdex.com, On a weekly basis our community team made up of our sales and construction representatives contacts every buyer with a home under construction to update them on the progress of their home. Our team made weekly calls to the customer that were not returned.  Meritage does not provide a firm...

closing date until the home is substantially complete. In March, we were able to communicate that the expected close of escrow would be in April. The complainant informed our sales associate in person on April 3rd that they wanted a 60 day notice to shop mortgage rates. The complainant has an approved loan and per the guidelines of our contract, switching to a different lender at this time is outside the terms of our contract. This has been relayed to the complainant in writing. Meritage will not delay the completion of scheduled closing of this home.  We respectfully recommend the complainant close on the home as scheduled to avoid fees including the possible forfeiture of any deposits. Meritage has built the home per the guidelines of our contacted agreement and is ready, willing and able to deliver the home on the closing date provided. Best regards,  Meritage Homes Corporation