Meritage Homes Corporation

Revdex.com, Meritage is in the process of working with the homeowner on this matter. We cannot go into too much detail within this complaint as the complainant has requested items above and beyond the guidelines of their homes warranty. We will provide an update once we have reached a mutual...

agreement to move forward.Meritage Homes Corporation

The response to our complaint is inaccurate and untruthful. As we've had multiple conversations with your representatives regarding our cabinets, the issue remains unresolved. We were promised the cabinets and other items (see original list) would be repaired due to the sheer multitude of issues with our home. We were told that you would work with the cabinet company to address the issue as it was within warranty. On December 22, 2015, the cabinet rep came to our house to "repair and replace" some of the work that was promised to us in October 2015. The work that was done on December 22, 2015, is actually worse than the original work! That was the reason for my original contact with our local rep. I again, was put off and ignored. I am asking that the work that was "redone" on December 22, 2015, be corrected, in addition to the work that was already still pending (the contractor could not finish the job on Dec 22, 2015, due to time constraints). With regard to the cabinets, that is all. We purchased this house after it was built and did not design any features or supposed upgrades. We were repeatedly promised that if there were any issues with regard to the house or the warranty, that they would be addressed and we had one year to report the issues. Your response to the complaint did nothing to remedy or address the issue, only made an effort at defending it. The issue remains outstanding, we have not been contacted by your "trusted" Timberlake cabinet contractor, and the work remains undone. This is not a resolution. The work that Mertiage did regarding installing a light was in response to your contractor breaking a bowl we purchased on vacation for out 10-year wedding anniversary. The countertops had nothing to do with the cabinets, they themselves were cracked and defective and needed replacement aside from the cabinets.  All we are asking for is that Meritage does what we were promised you would do, repair faulty items in our home. That is it.

Revdex.com, Meritage Homes has provided a copy of the engineer report that details the complainants’ areas of concern, their final professional decision and recommendation for further inspection of potential leaks. Based on the homes close of escrow date, plumbing is no longer warranted and therefore no subsequent inspections were warranted by Meritage Homes. At the time of inspection, there were no structural concerns present. As a homeowner the complainant has every right to contract an inspector or plumber to further evaluate his concerns. We highly suggest he resolve any plumbing issues. ? No further action will be taken by Meritage Homes in regards to this matter. 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.Revdex.com, I disagree with the assumption that mold and excessive moistureis common in this scenario.  My crawlspace is conditioned and sealed andshouldn’t experience moisture issues unless there is another problem. Duringthe first remediation in November, a permanent dehumidifier was installed inthe crawlspace. If during the second inspection in February, moisture issueswere observed then there must be another unknown issue that Meritage Homes hadfailed to resolve during the first remediation.  In the homeowners guide on pg.100 under the Water in Crawlspacesection-Meritage will, within the first two years of the Warranty,remedy any defects on the home site or in the Home which may cause waterintrusion in crawl spaces, provided, however, water intrusion, humidity,condensation and moisture resulting from grading changes made after closing arenot covered by this WarrantyI challenge that the mold is a result of the moisture, which shouldn’t be presentgiven the type of crawlspace and the addition of the dehumidifier.On multiple occasions, Meritage has promised that they stand by their product andwill resolve the issue. From[redacted] on Feb. 4th 2015- Rick forwarded me your emailcorrespondence and thank you for reaching out to us regarding thismatter.  [redacted], my Construction Manager over [redacted], hasjumped all over this to work with the [redacted]’s on this current item.  Inspeaking to Brandon and Remedics, the organic growth in the crawl space is infact different than what was previously remediated.  Yes, we have been tothe home multiple times, but a return trip was found to be a false alarm. Please understand Meritage Homes stands behind our product and will take anyand all necessary steps to resolve any warranted issues.  Knowing this,although a different circumstance, is a concern to the [redacted] family, meansit’s a concern to Meritage. Remedics will be taking a sample ofthe organic growth so we can send it off for testing to determine exactly whatit is.  Based on the results, we will be able to best determine the properway to handle the situation which will also entail assuring the issue does notreturn to the best of our abilities. We appreciate the patience both youand the [redacted]’s have had as we work through the incomplete items. Brandon has been in contact with Mr. [redacted] every step of the way in order toget him satisfied and happy with his home.  We will also continue to do sothroughout his time as a Meritage Homeowner back the product as the HomeownerManual states.Thank you and we will drive theresults as fast as we can so we can get this situation resolved. Meritage has failed to resolve this issue as promised and simply taken the stance thatis it somehow common to have mold growth in a conditioned and sealedcrawlspace.  Regards,[redacted]

Revdex.com,  Meritage has met with the customer as well as commissioned our HVAC contractor to inspect the customers HVAC system. At this time we have determined the unit is performing as engineered and requires only an air balance. Our records do not reflect the service interactions noted within the...

customers complaint. We will make sure the HVAC concerns are addressed in accordance with the applicable warranties, however replacement is not warranted at this time.  Meritage Homes Corporation

Revdex.com,  We understand the complainants frustration, however the contract clearly states the guidelines in which the buyer is entitled to a refund of their earnest money. Qualification for and loan amounts are handled by the mortgage company and not the builder. When the loan approval amount changed, Meritage did allow the complainant to remove options in an effort to meet their financial needs. We too are disappointed that in the end they could not qualify for the home they selected however we have executed our right per the contact to retain the funds as liquidated damages.  Best regards,  Meritage Homes Corporation

Revdex.com, We apologize for the delay, our accounting team has processed the reimbursement and the [redacted] can expect to receive the check shortly.  Best regards,  Meritage Homes Corporation

Revdex.com,  Again, we have asked the Revdex.com's assistance to resolve this matter.  It is our goal to complete the repairs within  5 business days, we are 4 days into this time frame. Meritage has attempted several times to complete the warrantable items requiring attention in the complainants home. Unfortunately,  the complainant has rescheduled appointments; therefore we have been unable to complete repairs. Our warranty guidelines require a full day of access; however we have accommodated her request for a smaller time frame. Our team will attempt once more to schedule the repairs, we will require the necessary access, otherwise the completion of the repairs will be forfeited.  Best regards,  Meritage Homes Corporation

Revdex.com,  Our team has met with our homeowner and arrived at a resolution to make all necessary repairs. We expect to complete repairs very soon.,  Best regards, Meritage Homes Corporation

Meritage Homes does not directly warrant or administer manufacturer’s warranties. All applicable manufacturer warranties, including appliances upon close of escrow are transferred directly to the homeowner. Our warranty manual specifically states this, as well as referring homeowners to contact the...

applicable manufacturers directly for service.All manufacturer registration details and pamphlets are placed in the home, usually in a kitchen drawer and referenced by our construction team during the new home orientation. Our team encourages homeowners to both become familiar with the manufacturers operating guidelines and when applicable, register their products accordingly.In the event a manufacture offers an extended warranty or some other incentive, these opportunities are available to the homeowner and not Meritage Homes. Therefore it is the responsibility of the homeowner to read the manufacturers material provided to them.Revdex.com, Meritage is not responsible for the registration of neither appliances nor missed benefits due to the homeowner’s negligence to thoroughly review the manufacturers’ collateral.We trust you will agree this matter is not a builder issue.Best regards,Meritage Homes Corporation

Meritage Homes provides several design choices to our customers to personalize their home with many different options and upgrades. While our design team will provide samples and assist with the customization process, ultimately the homeowner makes the final decision.The flooring installed in their...

home was in good condition, free from any defects or issues at the time the home was conveyed to the homeowner through the closing of escrow. After the home was occupied by the homeowner they notified us of their concerns. Meritage consulted with the manufacture and inspected the floor to determine the root cause of those concerns.The inspection determined that the product is free from any manufacturer or installation defects. The inspection also revealed the floor was exposed to water or some other form of moisture for a prolonged period of time, after the homeowner inhabited the home; causing the issues noted with the complaintThe inspection also revealed the transition piece between the two floors (referred to as a “divider” by the complainant) was not installed to our standards or satisfaction. Meritage immediately offered to repair this area; the complainant declined. Meritage reserves the right to repair; however as a courtesy we did offer to provide the complainant a monetary settlement that would more than cover the costs to contract a licensed contractor of their choice to repair and assume the warranty for this item. This offer remains available to the complainant for thirty days from today April 23, 2015.With any product, there will be manufacturers’ recommendations including cleaning and maintenance requirements. Meritage does provide a New Homeowner Manual to every customer that enters into a purchase agreement with us. This manual is provided at the time of sale and includes a “taking care of your home section” full of helpful tips regarding the care and maintenance of a new home. It also includes the warranty and warranty exclusions that clearly addresses damage caused by negligence, improper care and/or maintenance. Ultimately it is the responsibility of the homeowner to follow those recommendations, read the Homeowner Manual and educate themselves on the features of their home.Meritage understands the complainant is disappointment with the product they selected. We further understand the damage was caused by the homeowner and therefore is not a warrantable item.  We do consider this matter resolved and final.We appreciate the opportunity to address their concerns.Best regards,Meritage Homes Corporation

Revdex.com, Meritage has reviewed the customers concerns. An upgraded hood vent was offered and recommended at the design center. We do understand and will work to address this matter with the customer directly.  Best regards,  Meritage Homes Corporation

Revdex.com, Our sales team always discusses the community layout as well as the lot the customer personally selects. Our community is open and the public has the ability to drive to each lot. We most certainly do not agree that we held any information form the customer, we did indeed disclose...

everything. We understand the customer is disappointed with the lot they selected but again, Meritage had no influence one way or another on their choice of homesite. Most buyers visit the community and drive it in its entirety before entering into a contract. We do want our buyers to be happy with their new home and as a courtesy we have ordered the tree's to accommodate their request. We decline their request for monetary compensation. Best regards, Meritage Homes Corporation

Revdex.com,  Our team has gone above and beyond to service the complainant. Our records indicate that all warrantable concerns have been addressed, therefore we do consider this matter resolved.  Best regards, Meritage Homes Corporation

Meritage Homes has not fixed the problem. Yes, they went into the attic and fixed 4 truss issues by [redacted]. which never should have happened in the first place. Secondly, yes they put loggers in the attic to check moisture levels, that was approximately a month ago and we have yet to receive the results.Our original problem from the 45 day walk through/ inspection by Builder was the cracking where the ceiling meets the interior walls. It started in the Master bedroom/ Master closet. The Builder came out to tape and spackle the area and the cracks re opened. The Builder came out 3 times to fix that area with tape and spackle and all cracks re opened, each time the cracks got bigger. Don't you think if there " fix" did not work, there must be something else happening??? Since The Builder's last visit along with there contracted engineer, the ENTIRE HOUSE, is cracking ceiling to interior wall connection. All the plaster tape throughout the house is popping off, corners of the interior house at the ceiling are cracking.The contracted engineer by The Builder said it could be trust lift but, he wasn't sure. I believe The Builder is drawing out this issue so we will get tired of waiting. We have talked to numerous neighbors and that seems to be what this builder does. We have done some research on our own and our problem can also be foundation movement due to the soil our house is built on. it also could be that our post tension slab was tightened too much therefore foundation is curling, or it could be the soil in the middle of the foundation might have an air pocket or has caved in which puts stress on the whole house. We have other hypothesizes but, all these issues are very costly and will take a period of time to correct and The Builder just wants to put a band aid on the situation.

Dear Revdex.com,
So glad I finally got a response. I would like to answer to the response in parts. 
 
The condition of the patio was accelerated due to a lack of necessary homeowner maintenance. The home was roughly 9 years old when the homeowners contacted Meritage in 2014. 
Response: The home was was still under the 10 year warranty and 8 years old as we purchased in 2006. Trying to deflect the situation with age or lack of home owner care doesn’t change it. The allegation of “lack of necessary maintenance” is a sad response to the situation. The wood that was used in building the balcony was untreated wood. The membrane was improperly installed causing the balcony to leak and rot from the inside out as well as no flashing installed.  They have attached pictures of what the balcony looked like from the outside. I am attaching pictures as to what it looked like when they pulled down the wood. Rotten from the inside due to the above issues, not lack of homeowner maintenance. 
 
Meritage visually inspected the patio and had a third party engineer inspection done as well.
Please note this inspection was done a year ago. This original complaint started a year ago and shut down three times not because we requested or didn’t allow workers on our property but because the person working on our case chose to close it on his own accord twice and we had to have it re-opened. All this is documented. He closed it stating we requested it to be closed but we have proof via emails that is and has not ever been the case.
 
 
 
 
 
The results indicated the patio was structurally sound. However, we remained concerned for the patio due to it's appearance  and agreed to make necessary repairs, ensuring the patio will remain structurally sound.
Two issues I have with this statement. As you see from the pictures that I have attached, in no way was this balcony safe or structurally sound. Repairs were agreed upon first off, because it was covered under our originally warranty and second off, they saw that it was rotting from the inside out. We were informed by the “engineers” that came out exactly why it failed. Use of untreated wood, membrane failure and no flashing used not lack of homeowner care. 
 
It took some time to complete the structural repairs due to the fact that the homeowners stopped our contractors several times. They have rejected materials and requested upgrades along the way that further delayed the project.
That is just a false statement in order to cover their own mistakes. As I stated before, for some unknown reason [redacted] closed this claim on us twice. I have many many emails going back and forth and not in one email does it request to have it closed. We have defiantly rejected materials. We had our own home inspector come out to verify along the way that the balcony was being done correctly. They chose to use untreated wood again as well as improperly placed membrane and no flashing. The balcony was not erected to safety codes, they failed to put a hanger joices, etc. We also denied the brick (which has been sitting in my driveway for months and not allowing me use of my driveway...still) they picked because the brick is orange and by a different manufacturer and does not even come close to the color of my home (see attached pictures) They as well we must comply to [redacted] rules and this brick does not. They told us [redacted] brick did not make the brick anymore which we knew was incorrect because we personally contacted them. 
 
Unfortunately the homeowners expectations of the repair includes components that are subject to color variation (brick, tile, etc.) that will prove difficult to match. 
Our expectations are not too high. We expect a safe and correct rebuild. Nothing more. We understand color variations fully, that was not an issue the issues were using a different brick complete and did not comply with [redacted] guidelines or come close to matching. Our only expectations were to comply with [redacted] guidelines and build us a proper safe balcony using the correct materials. Nowhere is that over the top expectations. If this was done in the first place you would not be rebuilding it. We also had to request they come back and fix the railings once they places as they were wobbly and a danger and did not pass safety codes. We were told we were being unreasonable to expect the railing no to be wobbly and they were QUOTE “more of a guideline to let you know the edge is there, not to lean on”. ???!!! I just have nothing more to say about that. 
 
They have rejected materials and requested upgrades along the way that further delayed the project.
This statement is an insult. We have been patient and understanding up to the point of the work not being completed, being left in an unsafe condition and very very dangerous to our family for months on end. 
We have not requested ONE upgrade. We originally paid for french doors. We did not get them and were told when we originally complained to Meritage “We don’t do french doors here in Texas” however we have tangible proof we paid for them, proof from other neighbors that have meritage homes that you DID indeed offer them and install them at the same time we purchased our home. SO UPGRADE NO….getting what we originally paid for when we purchased our home. YES! Making it right, yes…the right thing to do. Again, I have all proof and emails to back up each and every claim we make. 
 
Revdex.com, our obligation to ensure their safety has been met. We are not obligated in any way to communicate with the community [redacted]), however as an extended courtesy and in an effort to complete this project; we did contact them directly and have a meeting scheduled to take place tomorrow.  
As per safety being met. As of today, yes rails on our balcony have finally been placed and safely. I have attached pictures of how the balcony sat months on end! We have young grandchildren and pets and feared every single day for their safety. My grandkids have not been allowed in the backyard because this is how the balcony sat. We are not unreasonable. You may not have an obligation to talk to the [redacted] but you do have an obligation to obey the [redacted] guidelines and laws just as do we. We were told that you contacted and would handle it but that was a lie. We would have made sure it was all handled had we not been told you did. To this day, you still have not contacted them even though you stated above that you have. I just spoke with [redacted] today (July 1st, 2015) and there is no meeting scheduled, not contact at all, so this statement only proves the type of lies we have had to deal with so thank you for that.  [redacted] has finally set me the [redacted] documentation (July 1st, 2015) that they need in order to approve or not approve of the changes. This will be sent by me personally today. 
 
We have included a video taken on May 11, 2015 to support the fact that the patio is now structurally sound. On that same day, the homeowners did attempt to stop repairs however we continued to work. 
I do not see an included video, however I can say that as of todays date yes the balcony is structurally sound finally. That is not the complaint. Again, I have attached pictures of how it was left in our yard for months! Not sure what work they are saying we tried to stop. Yes, we have requested work stop a couple times. All this is documented in email. In no way did this originally affect the fact that you have failed as a company to do what was necessary in the beginning to get work completed. We did not cause this to take over a year, your company has. We just wanted it completed according to safety and [redacted] guidelines.  I have emails to prove every last conversation we have had with your company. We have contacted as high up as possible with no contact back. We have exhausted every avenue before finally filing with Revdex.com. 
 
I have also included a photo that shows the condition of the patio when Meritage first inspected it in 2014. The photo will clearly reveal a lack of homeowner maintenance.
Again please revert to our original statements above about this. Just another way for Meritage Homes to deflect the truth of the situation. Please see our pictures, wood rotted from inside out due to failures and incorrectly done by companies to begin with. 
 
We hope to have the cosmetic repairs completed soon (brick, tile & paint touch up) however we will require the homeowners cooperation. 
You have always had our full and may I say most patient cooperation. It is unfortunately the lack of responsibility you take for this situation and blame the homeowners for your lack of decency as as a company. We are not here to stop work, we want this completed as our MANY MANY emails reflect.
 
Your response as a company is a testament to your companies serious lack of integrity and credibility. I do not wish to have this complaint closed until all work is complete and we part ways. I have zero faith in your company that you will do what you say you will, my complaint and case here is well documented that I should not trust what I am told. I am included the latest email from [redacted] of Meritage. If all this is actually completed as per the email we will gladly close the complaint. However, it is a shame that I had to file the Revdex.com in the first place. 
 
Good morning Mrs. [redacted],
 I just wanted to sum up and confirm what we are going to do to complete your balcony.
 We have ordered the [redacted] brick to use on the columns in order to match the home as closely as possible. (there could be a slight variation due to dye lots)
Once brick is complete we will paint all affected areas with a match as closely as possible.  This will include doors as well as siding  (please understand an exact match is difficult due to the aging of the current paint)
We will replace the bedroom door so the doors will match per the [redacted] guidelines
We will retack the carpet and add pad as needed from the change out of the doors.
We will make sure the area is left clean as well as replace any damaged sod from the workers
 Per your request we will start work once the [redacted] has given the green light and we should be able to complete the project in no more than a couple weeks.
 Again please accept my apologies for this project being prolonged.  However, I feel we are on the right track and we look forward to completing your balcony..
 Best Regards,
[redacted]

I have reviewed the response given by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I will wait for the business to perform this action and, if it does, I will consider this complaint resolved.Note:Having said that, I would like to make a comment. I feel that I was perceived as the "bad" person trying to resolve a "time sensitive issue" .  I was told by the Director of Sales that:1) She was very concerned how fast this issue was escalating up2) I was very forceful3) I went to the Revdex.com (to complain)4) There was nothing that Meritage Homes could do to make me happy at this point of timeAdding insult to injury:On June 27, the salesperson called my realtor and told her that "the lot" is still available and I could have it at the new price and therefore could go to the Design Center again. Thank you again for listening.I would also like to say that I was very impressed with the Revdex.com.
Regards,
[redacted]

Revdex.com,  Meritage has inspected the complainants concerns. Concrete color will vary from one pour to another as well as based on external factors including weather. The home in question is located in Colorado where snow and salt accumulation  can and will have an affect on concrete as well as...

its surface. The "spalling" of the complainants concrete is the result of weather such as snow and freeze thaw cycles as well as the magnesium chloride (salts) either applied directly to his driveway or from his vehicles tires. These are all factors outside of the control of Meritgae Homes and not covered under our robust new home warranty; thereby the complainants request that Meritage replace has been denied.  Meritage has discussed this with both the husband and wife as well as sent them a latter via certified mail to ensure we properly communicated with them. The complainants shared they recently damaged their cabinets and had a few other concerns (dead trees, etc.) that are homeowner maintenance items. They shared with our team they are preparing the home in an effort to sell. while we are not opposed to assisting, the complainants declined any assistance outside of replacement of their driveway.  We do hereby consider this matter resolved.  Best regards, Meritage Homes Corporation

We understand the customers is dissapointment, however Meritage stands firm that we delivered his home in accordance with the contrcat he entered into. We stand behind our home and hope that he will enjoy his new community. Best regards, Meritage Homes

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]