Meritage Homes Corporation

Better Business...

Bureau:
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.
I appreciate the response from Meritage Homes, but until I am contacted and presented with a legitimate solution to this issue, this complaint will not be resolved.  Them telling me they are “in the process of reviewing the warranty history of this home” without telling me how long this process will take gives me no confidence there is really anything that will come of this standardized response.  Their local warranty department has been giving me the run-around for more than 2.5 years; why should I expect anything else?After I filed this complaint on January 13, 2015, I was contacted by a structural engineer just six days later, on January 19, 2015.  The man I spoke with said he was asked by [redacted], my local Meritage warranty representative, to set up an appointment to come and look at my home.  So, after not being able to get any response from Meritage for over 2.5 months, they have a third party contact me about this issue.  I assume this move was made as a result of me filing this complaint, but the fact I still have not been contacted directly by a Meritage representative demonstrates their continued disrespect toward me and their lack of taking this issue seriously.  On January 27, 2015 I spoke to [redacted], the structural engineer who contacted me on January 19, 2015, and I told him I would agree to an appointment for him to come out on Monday, February 2, 2015, contingent upon someone from Meritage contacting me directly, prior to that date.  As of today, January 31, 2015, I have not spoken to anyone from Meritage Homes.The fact that Meritage continues to refuse to make direct contact with me is rather concerning; I feel that I they are continuing to avoid this warranty issue instead of dealing with me directly and facing it head-on.  Once again, until someone from Meritage contacts me and gives evidence of real concern on their part, as well as whattheir specific intentions are going forward, I will not be satisfied.  At some point, I will no longer be able to tackle this issue my own.
Regards,
[redacted]

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.
I never asked to do any work after the holiday.  The company reached out to me, but still has not completed the required work.  They stood me up again as I waited at home for service.  Just the worst firm I've had to work with.
Regards,
[redacted]

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 for the business to perform the agreed upon actions and, if it does, will consider this complaint resolved.
Sincerely,
[redacted]

Revdex.com,  Meritage Homes met with our customer and inspected his concerns. While a few of the issues noted are not covered by their new home warranty, Meritage has agreed to address them as a courtesy. We expect to have this matter resolved shortly and appreciate the opportunity to service our...

homeowner.  Best regards,  Meritage Homes Corporation

Meritage has agreed as a courtesy to address the doors only, all other matters are no longer warranted and will not be addressed. Best regards, Camille N[redacted]

Revdex.com,  We are glad to hear the customer is happy with the service our team member is providing him. We look forward to resolving this matter.  Meritage Homes Corporation

Revdex.com,  Meritage Homes has competed the repairs and does hereby consider this mater resolved. We appreciate the opportunity to complete their repairs.  Best regards,  Meritage Homes Corporation

I had to complain to many people before the job was started and then I was told that the problem was no big deal that...

things happen and there was no control over craftmans ship or quality of material. When they did start the job it has dragged on and my daughter has had to miss work and  we were left waiting for people to show up and they never did after we were assured that they would and the job is still not done. The workers that are doing the work very sloppy and left their mess behind nails in the yard and myself and one of my grandchildren stepped on a nail . The repairs are being done but the work is very sloppy and very unprofessional. I purchased a new home so I would not be dealing with these problems so soon after the purchase.

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.
[redacted]

Revdex.com,  Meritage Homes has met with our homeowner and am in the process of working out a resolution to the concerns noted. We will provide an update as soon as possible.  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.1. Per business " The home and driveway was constructed per plan and in compliance with the city code" I contacted Wake county Tim G[redacted] at [redacted], who is Building Chief ,  he told me that  no building code and regulation for driveway in wake county, they never inspect driveway, he said if anything safety concern, the builder should have responsible for it 2. Per business “The Homeowner closed escrow on the home, accepted the driveway as originally installed and did not raise any concerns until after they occupied the home."  Before the closing the house, the builder have so many internal building issue and false sale problem, we are fighting with them until the last date before closing date. We are working on those problem and didn't get chance to notice outside the driveway way until we moved in and experienced three car accidents happened. 3. Per business, we are “unable to maneuver their vehicle when exiting the driveway" Did he have the same driveway like us?   From this words, you should know how cool heart of the builder, they didn’t concern their customers. They didn’t send someone to run test drive to measure how dangerous driveway it is, this is three car driveways, if there is only one car in the driveway, no one can back another car from the car garage.  I have 20 years drive experiences, my son have over 10 years drive experiences, why our cars have been falling in the ditch three times?  If everything is normal, why they installed a retaining wall? To be honest, this retaining wall in front of ditch in the left prevents us more accident happened to my family. Per my knowledge, it was done by their pervious customer service manager, his name is Dan , unfortunately he left , he is very responsible and care about their customer. 4. Per Business " Meritage could not make the driveway wider without violating the existing code. “This is a lie. Wake County stated very clearly “no building code and regulation for driveway " please let me know what code they mentioned here? Please state what page and what years this code came from? Who inspected this existing driveway based on this code?  I have my house inspecting record provided by the local government; I didn’t find any driveway code on this record.  Also I never request the builder to “make the driveway wider” I understood the situation and only requested the builder to fix the issue by building a small retaining wall in the right side, like they did in the left driveway , this should be very easy for them, but they still refused and lie to us,  there is existing code. 5. Per business “This same driveway configuration can be found throughout the city. We have no legal obligation to alter the driveway in any manner and therefore we respectfully decline the homeowner’s request.”  Can I ask, if same driveway with ditch on it? if no any ditch, I have no  problem to accept this driveway design , I concern more about the safety,  not for design, as soon as my car will not fall in the ditch, I will be ok, Again I never asked the builder to alter the driveway, I asked to fix the issue by building a small retaining wall in the right side, like they did in the left driveway. In summary, I hope that the builder can fix the safety issue , as soon as our cars and my visitor’s cars are not fallen in the ditch, that should work for us. ThanksJingfeng Y*

Revdex.com,   Meritage Homes stands behind our homes and will take care of all warrantable items. We have met with our homeowner and determined the majority of the items they noted within their complaint are not covered by their homes warranty however we are doing what we can to assist....

 Here is an update on a few items we have agreed to address as a courtesy. Cracked light under the hood:  We do not have any records to my understanding that the light lens was damaged prior to move in, but as a courtesy have agreed to research and replace this part.  During our onsite meeting with both the homeowner and a representative from our low voltage trade partner we were unable to locate any issues with the low voltage system.  Mr. [redacted] agreed to order a new router and test.  He will notify us if there are any others issues after the new router is in place.  Landscape rocks:  Mr. [redacted] purchased a rear yard landscape package and a pool from Meritage.  There has been minor settling in the utility trench to the pool.  As a courtesy, we agreed to re-compact the trench areas and provide additional rock.  We will complete the items above as quickly as possible.  Best regards,  Meritage Homes Corporation

Revdex.com, Meritage Homes has reviewed the complaint, the customers direct correspondence with our service team members and their design center selections. The product installed in their home is indeed the product they selected and paid for. The selection of design options to personify a home is a...

very personal process and one that our design studio is careful to handle with care. All products presented to our buyers are done so with the understanding that in the end, it is up to the customer to select what works best for their lifestyle, budget and personal preference. Granite is a natural stone and while stronger, it too requires care and maintenance. Different granites have different levels of hardiness and porosity. Granite will require care in regards to acids, water stains, sealing and buffing on a yearly basis.  Revdex.com, Cultured marble is very rugged with a hard waterproof, stain proof surface. It is durable, inexpensive and a beautiful alternative to more costly natural stone products that require much more maintenance. It will last for many years with normal cleaning and care. If it should scratch or chip, repairs can be made by a company technician. Sometimes all that is needed is sanding and polishing. Other times the chip must be filled with the same material it was originally made with. In fact, our warranty department offered as a courtesy to repair the scratches noted by the complainant and offered to replace one countertop due to it not being flush with the wall. Cultured marble is not an inferior product and in Houston alone we probably installed close to 30 tons a week in homes across the city. In many of our western region divisions cultured marble is our standard bathroom counter material. Like granite - it can scratch however unlike granite - it can be easily repaired.The customer did select granite in the kitchen as noted within their complaint, therefore both granite as well as the cultured marble they selected were presented to them by our designers. The customer refused our courtesy offer to repair scratches and replace the counter that is not flush to wall. Revdex.com, Meritage has acted in good faith and explained in detail the qualities of the product the customer selected. This is not a warrantable matter, no wrong doing was done in relation to the product sold or delivered. We respectfully deny the customers demand that we replace their cultured marble countertops. Meritage delivered the home in accordance with their executed contract and therefore we do consider this matter resolved. Best regards, Meritage Homes

Revdex.com, Meritage Homes does not warrant grading or drainage of lots after close of escrow. As a trusted advisor, our team does meet with our homeowners and assist them by either advising or even performing services above and beyond the guidelines of their new home warranty as a courtesy. ...

Over the last few years we have on many occasions met with the complainant and made adjustments to assist him in the care and maintenance of his yard. Those adjustments beyond the scope of his warranty were performed  to reestablish drainage patterns as needed. Our work did improve his concerns however, all work performed by Meritage as a courtesy was maintenance work that he as a homeowner should perform on an as needed basis to maintain swales and drainage patterns. Rain, erosion, grass cuttings, water run off from adjacent yards, lack of or limited sun exposure and many other organic conditions can have an affect on your yards grading and drainage over the years. During our most recent meeting at his home, the complainant presented our customer service manager a quote from a third party landscaper to install drains along his yard. Our team explained this is not a part of his home warranty and politely declined his demand that we install them. He as a homeowner has every right to make any adjustments or additions to his yard as he pleases. We are disappointed that he remains unsatisfied with our service and overall his yard. we do believe we have gone above and beyond in this matter. Unfortunately, the complainant wants Meritage to perform maintenance work and install after market additions that are not a part of his home warranty. We recommend he review his homeowner manual for helpful tips and ideas to properly maintain his home and yard.  We do consider this matter resolved and no further action will be taken by Meritage Homes in regards to his yard.  Best regards,  Meritage Homes Corporation

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.Meritage homes offer the attached hood with installation, as part of this fix I was asked to pay 700 Dollars for the parts and meritage will they will take care of the rest. I am good with this offer as long as they are fixing the issues with recommended hood as per the attachment from meritage homes.
Regards,
[redacted]

Revdex.com,  Our service team emailed the complainant as a friendly reminder of our repair date scheduled for November 28th, 2016. The complainant cancelled the appointment, we then rescheduled repairs of her request for December 6, 2016. The complainant cancelled this appointment as well due to the cold weather. Our agreed upon repair is to rescreen and cost the hardwood only. The water damage appears to be from the pets water bowl, this is not covered by the terms of the warranty.  I have attached emails showing the complainants request to cancel both appointments as well as our service teams cleat explanation regarding repair and non warrantable items.  Meritage has acted in good faith and attempted to complete the repairs. If the complainant does not allow access, we will consider this matter resolved.  Best regards,

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] UPDATED RESPONSE:On 4 June 2015 a Customer Care Associate (CCA) from Meritage Homes arrived at my home to talk withme. I was informed that they (meritage Homes) would be sending some “roofers” (repair personnel) to my home to actually inspect the roof and I would hear back once the inspection was completed. On 5 June 2015 the CCA informed me that the roofers were set up for Tuesday 9 June. On 10 June 2015 the CCA informed me that the roofers had completed the inspection and in the CCA words “Theyhave scheduled to come back out to the home tomorrow to make the repairs and this should take care of the issue”. On 11 June the roofers informed me of a scheduling problem and that they would arrive on the 12th of June.  On 12 June at approximately 0955hrs the roofers arrived and made repairs on my roof.  In summary: Meritage Homes did send a representative to my home and they (Meritage Homes) agreed to send out someone to inspect the roof and after the inspection they made repairs to the home (roof). My concern is their definition of “warrantable”, thecurrent damage falls outside the one year warranty but the home has leaked each year since its purchase.  I will reserve my final comments until Meritage Homes has provided me feedback and determined the exact damage, cause, and liability for this dispute.  I am summiting this response today because of the 7 day requirement to respondback to the Revdex.com.  I hope this is no longer an issue for either of us.

Revdex.com, Meritage Homes has addressed the homeowners concerns regarding their floor. The floor is ceramic tile which by nature is relatively easy to care for and is considered a low maintenance material.  Our organization has as a courtesy both cleaned and professionally inspected the floor...

multiple times. We have exercised good customer service and gone above and beyond to address their non-warrantable concerns.    Our designers presented several options of low maintenance flooring products during their design appointment. The homeowner selected this product. All floors will require regular care and maintenance; we suggest they follow the manufactures recommendations. We addressed the homeowners concerns both in person and in writing (final response letter attached).  This is not a warrantable matter and therefore we do consider this matter resolved.    Best regards, Meritage Homes Corporation

Revdex.com,Meritage Homes is quite surprised by the accusation that we acted in any manner that would lead the complainant to conclude we were less than forthcoming. The appliances were delivered, the complainant signed for them on December 6, 2017. We further assisted the complainant by asking our trade partners to service their toilet after usual business hours due to their limited ability to provide access to their home during normal business hours. we trust that they will enjoy their home and remain available in the event a warrantable need should arise.We do consider this matter resolved, the complainant confirmed as well.We request the Revdex.com close this complaint.Respectfully,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.
Please stay in contact until it is all resolved.
Regards,
[redacted]