Meritage Homes Corporation

Revdex.com, Meritage Homes inspected the complaints concerns, corrected warrantable issues noted as a result of the inspection and went above and beyond by installing monitors that did not record elevated humidity levels within their attic space.   We stand behind our homes and per the guidelines of the complainants remaining structural warranty we will, in the event a structural concern presents itself, inspect again. At this time we have determined their homes structure is performing as intended; therefore we do consider this matter resolved. Best regards,   Meritage Homes Corporation

Revdex.com, Meritage Homes is in the process of reviewing the warranty history of this home and the details shared within the complaint. We will reach out to the customer and respond as soon as we have all of the details neccessary to do so. Best regards, Meritage Homes Corporation

Revdex.com,  Meritage Homes is in the process of inspecting the customers concerns. We were surprised to receive this claim as our team was at their home the day they submitted this claim. Our team is in the process of determining if this is a manufacture issue. We have and will continue to...

communicate with our homeowner and will update the Revdex.com once the matter is resolved.  Best regards,  Meritage Homes Corporation

This is not a warranty issue. However with regard to Meritage's position that they do not warranty the oven we purchased from them, we made multiple contacts with Whirlpool starting on 4/19/16 and culminating on 5/24/16 in which we spoke to "Chad" and his supervisor. They confirmed Whirlpool cannot issue a refund under the warranty because the builder (Meritage) purchased the oven either directly or through a whole sale supplier and therefore Meritage, as the builder, is the only one who can replace or issue a refund. Again, this per Whirlpool whom we worked with by Meritage's direction.We still maintain that the oven we have is an unacceptable product and that we would have not selected it- regardless it operating within any accepted standard as claimed by Meritage - were we allowed to inspect that model at the time of product selection. We had no reasonable opportunity to inspect or evaluation the oven. We appreciate Meritage to continue to work in good faith with us and their understanding that we are unhappy.

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.In response to Meritage Homes correspondence received, it is apparent several facts are being overlooked by Meritage Homes which a customer which paid several thousand dollars for a home would get angry over.Yes, they are correct I became angry as anybody would if they were being told to their face they are lying and there is nothing that can be done about it. Knowing it was not my fault there was no documentation and a failure during the exchange of construction managers during the timeframe I closed.It is stated that the team removed themselves from my home, where the reality was I knew I was getting nowhere. I simply gestured to them to get out of my home by walking away, towards my front door, and [redacted], the manager turned towards me and informed me that he will not have any trades come to my "hostile environment". I can prove that I was not hostile during any of this! He may have felt that way as I was very agitated due to what I was being told., there was no verbal threats, or foul language exchanged.I am not understanding how the two individuals who entered my home came to the conclusion that "The countertop he claims was damaged at the time he purchased the home was in fact not damaged at all". These two individuals were not once in my home within the first year and cannot make a claim like that. They also stated that while at my house that they were never here before so they didn't cause the damage. The statement also sounds as if it currently has no blemishes but I am sure that was not the intention, just a bad choice of words from the responder.The response states that this is fairly easy to repair, but we were told by [redacted] that "It will not look much different". I would have been fine with a repair during the first month living in the house if I, as a homeowner, knew that it could be sealed when it was just at the front and underside of the counter top rather than the surface area as it currently has spread to. Unfortunately, I was mislead by Meritage Homes on what they would do for me at my one year point which was a full replacement. Now, they are offering a repair quoted from [redacted] as, "It will not look much different". Not an acceptable offer.Meritage responded that the "walk list" was very detailed, as my original Revdex.com complaint informs this was not filled out correctly. Meritage also claimed that it was attached to this correspondence, and indeed it is not. A work order is attached. I guess mistakes are happening within Meritage and human error is happening.Sadly, as stated in their response, Meritage keeps insisting that the countertop crack should be on that "walk list" which was filled out by [redacted] more than 2 weeks prior to closing, and not all items were completed at closing which can be proved. The sheet was also signed off 2 days before closing and they were still having companies in and out of my home.I don't believe that the "walk list" could have had any items added to it from its initial signature 2 weeks before closing, as there was nowhere else to add anything else in. [redacted] also emailed himself all To-Do's, so my wife and I had no clue what he wrote to himself, or the ability to check it. Most likely that is why Meritage cannot send me any documentation. I do not believe this is the proper method of doing things if now we are being told that it was not on any walk list. I, as a customer had no control what was submitted to our file, and should not be at fault for the failure of the correct documentation being submitted.I signed the orientation walk list on 4-9-14, but not all items were completed on it, although they were checked off as completed in the incorrect field on the form. I was told closing would be delayed if not completed, and we were closing the next day! I have documentation from 4-10-14, the day before closing that shows at least 4 trades being in my home that day! This was the day after that form was signed. Also the day I signed that form the bathroom sink was on my master bedroom floor! The spot where the crack was is on that sinks side.Once again I want to restate that what was noticed was noticed during the move-in process after this "walk list" was signed, originally on 3-26-14, and again on 4-9-14. [redacted] and [redacted] (this was the first time we met [redacted] as he was taking over Mike's position - he resigned from Meritage within months after this) both were present and saw the damage, but neglected to document it for some reason, most likely human error. [redacted] cannot recal this conversation, but we do, so do a customer a favor if there is any doubt out there that you made a mistake.I have several emails showing negligence on their part during this where items were not documented but resolved. One email has an apology for overlooking an item which was not documented. One item that was never documented, should have been taken care of before move in, but verbal, was resolved at the one year warranty without p[redacted]lem as it cost less than $5! This item has no warranty also. [redacted] said that they aren't trying to save money so why would an undocumented $5 item be replaced, but not the undocumented $400 list price item?I asked for all documentation on my house several times as I know that nothing was documented properly as like I said it was all emails from the construction manager to himself. At that time I thought that was a very efficient method, but without our knowledge of what was written we are now on the losing side of that because they are claiming we were at fault for it not being documented. Once I have all documentation in hand I can prove that Meritage failed several times to document properly with evidence. Sadly, Meritage won't release any documentation to me about the history of my own home except the "walk thru" which [redacted] couldn't even read when they presented it to us. [redacted], the warranty manager also stated while at my home "Stuff like this happens often, even with granite it can have a fissure, and can crack. It's a natural characteristic of this type of product." We rebutted, as we've always had granite and never saw a crack. He then changed his story to "It's not that common but it's a natural characteristic." He then said that "The crack is along the crack line". He did not say it's along the natural fissure line. Then he said again, unless it's documented on the walk sheets or closing sheets it's our fault. Once again, [redacted] was emailing himself so we had no control over what he wrote or submitted to our file. Obviously we never signed anything he wrote to himself. Also, obviously nothing was ever put in our file even if it was claimed to have been as we can't get any records from Meritage about our own home.The installer doesn't have a warranty, the manufacturer doesn't have a warranty, and the home builder does not have a warranty.. Yes, we get that. Fact is it was there when we moved in, and wasn't there when we had the original walk through on 3-26-14.[redacted] also presented to me while at my home that what we want is like buying a new vehicle, and a year later taking it back to the dealer because it has a scratch and expecting them to fix it. Not very professional in my opinion. They are showing a one tract frame of mind and not open to the numerous facts about the situation.I asked [redacted] how [redacted] rememebers the chip in the backsplash, which was not documented, but does not remember the cracked countertop. [redacted]'s answer was "I don't know." Obviouisly they just don't want to pay to replace the countertop because they were pointed out at the same time but not documented.The responder also did not mention anything regarding the customer service which was received during this, once again showing they don't care! I can present specific examples in emails also if needed. The emails still would not justify how poorly the communication was however. As previously mentioned in my original correspondence [redacted] was informed of [redacted]'s poor customer service and that was one of the reasons [redacted] was to come to our house that evening. [redacted] didn't care to hear it then, he never contacted us to find out what the issues were. He told us he didn't want to discuss anything but the countertop. He was unaware of any of the other p[redacted]lems that were ongoing. He said he is only involved in 5% of his employees work and is only notified if there is a p[redacted]lem. Makes sense, but there was a p[redacted]lem and he didn't know about it and didn't care to discuss it!I asked to be contacted by someone regarding this and still haven't. Meritage apparently does not care about customer service after a purchase. It was great when we could have backed out of our purchase! BUYER BEWARE! Once you fill out your AVID survey which you will be pressured to fill out almost daily they stop asking how things are. We were even asked if we were the ones who filled out an anonymous response![redacted] also informed us that him coming at 5PM was outside of their normal hours and he had something going on at his home where he needed to be, so pretty much this important issue was keeping him from that and he had to let his customer know that. [redacted] is the one who did him wrong on that too, he scheduled it at 5PM! [redacted] also informed us that they made an "exception" to come after 5PM. Again, was not us who scheduled it that late! Unfortunately we couldn't get [redacted] here as we wanted, so he could look my wife and I in the face and tell us that the "ghost conversations" as [redacted] put it didn't happen.I called [redacted] and he told me that he doesn't remember anything about a cracked countertop, just as a police officer can't remember a specific traffic stop from a year ago. [redacted] the guy who took his place was around for just a few months and quit. Unfortunately, we can't seek his knowledge of this.Revdex.com, Meritage is trying to find a way out of dealing with a countertop replacement, they cannot present me with any documentation on my home when asked. Customer service issues are severe and not being addressed. It's unfortunate that the ones you trust are the ones who burn you. Meritage has definately burnt us this time and apparently are not ashamed of it. The Meritage team would also feel the way I feel about this if the same happened to them. Regards,[redacted]

[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].  Even though I believe this to be more of a stucco issue then a paint issue. I don't have time to deal with it.   I have had experts look at it.  They stated that it was painted to soon after it was stuccoed.  I guess if the companies expectations are only for their stucco and paint to last a year then that is their standard and there is nothing I can do but recommend people don't use them.  It is pretty sad everytime they worked on it their work lasted less than a year.   You heard it straight from them they don't expect their exterior paint or stucco to last longer then a year. All of the homes on my street show this.  So beware of this company.  I am still waiting for them to repair the holes they dug out of my stucco, if this is done, I will consider this complaint resolved.
Regards,
[redacted]

Revdex.com, Meritage Homes has no record of ever being contacted by this homeowner in regards to any concern regarding his roof. His home closed escrow on 11/20/2012. His homes remaining warranty is structural only. He did contact us by submitting a warranty request on April 1, 2015 regarding electrical...

issues related to his breaker box and again on May 6, 2015 regarding a window concern; neither of these items are covered under his homes remaining structural warranty. Both times he was advised in writing to review his homeowners manual and consult his homeowners insurance for guidance. If roof shingles are missing, he certainly needs to address this matter as soon as possible to alleviate the potential for further damage. A licensed contracted roofer should be consulted and/or his homeowners insurance. Shingles are not structural and therefore are not warranted by Meritage Homes. Best regards, Meritage Homes Corporation

Enclosed is a picture of the debris that was uncovered by the lawn people after raking the grass in the back yard . After the walk through on the house that took place prior to closing in 2014, we were told that the back yard would have sod installed by Chris Watt.The Meritage workers did not complete the original promise so that the back yard would be presentable.This is an example of the quality and the dedication to customer satisfaction that Meritage Homes exhibits.If Meritage Homes does not honor the original promise then we will accept the seed and straw installation so that we may enjoy our "new" home finally. We were not able to have back yard parties during the summer because this was not resolved and now we are approaching the middle of another month. As I stated before, we purchased a new home so we would have less items to followup on but that was not the case with this Meritage Home.On a different note, the basement was leaking after the heavy rains , even though the floor was sealed. I took pictures of that ,if needed .Mrs. [redacted]

I will not accept this until Meritage can provide documentation from the siding manufacturer that show that NO flashing is required for the type of installation where a surface is created where water can collect and no flashing is installed for that surface is the proper method, and that the siding manufacturers warranty is valid if it is installed that way.  We have 3 siding installer companies that all state that what was done is NOT a valid way to install siding, and that any amount of caulking or paint would have only delayed this problem slightly.  They ALL state this would not last and would have had to be replaced.  How can I believe Meritage when 1) they are not a siding company, 2) they are not siding experts, 3) there are other houses in our neighborhood that are also having the same problem and if they admit their fault for us, they'd also have to admit it for these other houses and be out thousands of dollars.  All I want is the expert opinion of someone that is not Meritage, a true and impartial rep from the siding manufacturer or a reputable and impartial siding install company, or documentation from the siding manufacturer on how to install the siding to ensure the warranty is valid and not void due to improper installation.  Right now, Meritage is playing a game of: "Trust us, it's your fault".  It is totally fair and reasonable to ask for a fair and impartial 3rd party siding expert to be consulted.  That is what it will take for me to agree with the assessment.

Revdex.com, Meritage Homes did, for a limited amount of time administer Legendary's warranty. Meritage cannot make any commitments to service Legendary homeowners above those contractually made between the homeowner and Legendary homes.We provided the personnel to inspect and oversee repair...

in accordance with their existing warranties, scope of works and subcontractor agreements. We were fortunate that many former legendary employees joined the Meritage team.  Meritage did acquire Legendary Homes; but not their entire portfolio. We did not assume responsibility for homes closed prior to our acquisition and again, only agreed to administer the warranty for Legendary's homes closed prior to the acquisition for a period of one year. In fact the date of our acquisition was August 1, 2014 and therefore our agreement to administer on Legendary's behalf has expired. the homeowner is correct, we did make the decision to use the Legendary name in association with our own and we have every legal right to do so. We can certainly understand  the customers frustration, however Meritage did not build his home and has no legal obligation toward his home. Legendary provided a third party warranty to their homeowners. We recommend the homeowner review his closing documents for his 2-10 warranty contact information and submit a claim. We do consider this matter resolved and no further action will be taken by Meritage Homes Corporation. Best regards, Meritage Homes Corporation

Revdex.com,  Meritage Homes has met with our customer and we are in the process of addressing their driveway concerns. We expect to resolve this matter soon.  Best regards,  Meritage Homes Corporation

Revdex.com, Granite is a natural product - primarily it is a rock cut from the earth and sliced into slabs. Granite has natural various formations, patterns and variations in color. No two pieces of granite will be alike and veining patterns can vary from piece to piece within a single...

installation job. The beauty of granite is it's uniqueness from slab to slab. It is not unusual that the complainants neighbors granite would look different from his even if they are the same "color" due to the variations mentioned above. Our homeowner manual clearly explains granite and other natural stone products on page 25. (attached) Meritage did verify that the slab installed in the complainants home is indeed the correct one they selected. We have attached a photo detailing what they selected and received. It is unfortunate that they are unhappy with the product they selected, however it is a beautiful and unique material. Meritage installed the product they contracted for and therefore this is not a warrantable matter.  We do consider this resolved and hope the complainant and his family will grow to love the uniqueness of their granite countertops. Best regards,  Meritage Homes Corporation

Revdex.com,  Meritage Homes warranty clearly discloses we do not warrant landscaping or irrigation systems. All work performed to date regarding his landscape/irrigation has been done as a courtesy. We understand the complainant is not satisfied with our efforts, however this is not a warrantable matter.  We do consider this matter resolved and no further action will be taken. Best regards, Meritage Homes Corporation

Revdex.com, The appliances were a courtesy concession from Meritage and therefore ordered after the home closed escrow. In addition to the time it took to have them shipped, once received the installers had the wrong contact information for the complainant.Meritage was unaware of the miscommunication,...

since receiving this complaint we have confirmed that the appliances were delivered and installed in the home.This issue has been resolved.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.
Regards,
Lisa Reisdorph

Revdex.com, Meritage Homes will continue to work with Mr. Martinez to ensure his home is structurally sound.Best regards,Meritage Homes Corporation

Revdex.com, While we regret that the complainant was inconvenienced, we respectfully dispute several statements made within the complaint. First, the purchase agreement was entered into by the complainant on February 6, 2016 in our Georgia division. In the state of Georgia all real estate...

contracts are required to have consideration (earnest monies). The monies were turned in and deposited along with all other divisional contracts for the week. Separately, we were notified on February 9, 2016 that the complainant elected to withdraw her contract, just as noted in the complaint. By this time, it was too late to reverse the deposit, as again – this is the normal course of business. All checks are bearer instruments and are assumed to be valid and good upon presentation. We would not accept checks where any stipulation is placed on the earnest money.Upon further examination, we see that the complainant post-dated the check, which in Georgia puts the honus on the maker of the check to make the funds available that have been promised on the note. Since the check was returned, we too, incurred fees due to the non-sufficient funds related to this account.While we find the personal chain of events that occurred with the complainants finances unfortunate, Meritage Homes acted in both a direct and transparent manner regarding this transaction, and consistent with how real estate transactions are managed in the state, including the immediate deposit of presented funds. Meritage Homes

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,

Revdex.com,
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. Meritage visually inspected the patio and had a third party engineer inspection done as well. 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. 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. Unfortunately the homeowners expectations of the repair includes components that are subject to color variation (brick, tile, etc.) that will prove difficult to match. 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.  
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 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. We hope to have the cosmetic repairs completed soon (brick, tile & paint touch up) however we will require the homeowners cooperation. Meritage Homes Corporation

We've been in a Meritage home for a bit over a year. The final product is less than acceptable on several levels including structural. We're starting to see severe cracking in wall junctions. The entire build process was one of constant monitoring and I had to visit daily to point out mistakes they were making. The building manager was ineffective and really never there unless I was riding her. And when she was there, she did not spot any of the issues. They had no quality control in place and had to redo many items in the home several times. They allowed workers to drink alcohol on sight and our "tile guy" was so drunk they had to redo all the tile in all three bathrooms. The kitchen backsplash is still wonky and not up to standards but I was just tired of being the bad guy at that point. I have a bathroom mirror stuck on the wall at an angle. I reported it within my warranty period and they didn't fix it. The top of the mirror is about two inches off the wall and the bottom is flushed. Just so bad. I still have beer cans in my attic from their workers. They lied about what would be done or did not respond to specific warranty requests. There literally isn't a straight wall in the house. Some walls are so bad you can see how they're misaligned just by looking at them. Their landscaping was a total joke and they did not replace top soil which was washed away nor regrade the yard when said rainstorm swept through. IT's caused my fence to be misaligned and the gate hasn't closed right since. They lied about filling in a mitigation/drainage area on my property with rocks. I now battle to keep the weeds down and it takes a serious amount of effort and money to do this. The spray foam insulation may not be flame rdant and Meritage did not provide a certificate or any information it was safe. I believe, by law, they have to spray a flame rdant on the foam but with the many missteps they did while building the house, did not do it. And now it'd be a major issue (as in tearing the house down) to fix that issue. Their idea of fixing issues is caulk. Just caulk everything. Nevermind that outdoor fixture isn't actually secured to the wall like building code says it should be...we'll just caulk it! Last Meritage home we buy and I plan on making a complaint to the attorneys general office in addition to my complaint here.

They do not answer calls or any questions you have. They act concerned but are not. They pushed our closing up and rushed everything at the end despite our insistence things be done right and in the proper order. They were more concerned with saving money than building and finishing a quality product.