Meritage Homes Corporation

Revdex.com,
 
Ms. [redacted] purchased on 2/17/16, approved on 2/19/16. The mortgage company reported to Meritage Homes that they initially qualified the customer for $550,000, based on...

financial information supplied by the customer on their mortgage application. It was later learned that the customer misstated income, and was qualified for $500,000. The customer selected a home with a base price of $479,990, and selected a premium lot ($22,000). The customer then attended an initial design center appointment, however did not finalize selections. The customer optioned above their loan amount, then did not accept placing more down payment toward their purchase. We extended the final design selection sign-off several times, delaying the start of the home. The customer was always allowed to rebase their options, however approached Meritage with offering further discounts, which was refused. After failing to complete the contract requirement to finalize selections, and with continued delays in starting the home, we had no alternative but to default.
 
The customer was unable to qualify for the loan amount required or provide sufficient cash to make up the difference; therefore we did cancel the contract in accordance with the purchase agreement and retain the earnest deposit.
 
We were looking forward to building Ms. [redacted] a new home.
 
Best regards,
 
Meritage Homes Corporation

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,

Meritage Homes met with our homeowner and created an action plan to address the concerns noted within the complaint. We expec to resolve this matter within 10 business days. Best regards, Meritage Homes Corporation

Meritage replied to the complaint in the following manner; we acknowledge the sod still requires attention; however until weather conditions improve we are unable to complete this task. We require the necessary access on cooperation from the customer to complete the inspection process of their floor. We communicated with them this week that we expect to receive an inspection date from the flooring engineer soon.  As a courtesy, we obtained a copy of the deed and mailed the deed to the customer, it should arrive shortly. Once the inspection has taken place and results provided, we will make any applicable warrantable repairs.  At this time we do not have any further updates.

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,
 
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

I have had countless severe concerns about my Meritage home in this first year: ceilings broken in every room of the house, over 60 tiles needing replacing, crooked walls, inproper installation of wires, products, Sheetrock, broken trim, fence markings, cement cracking, mortar on home cracking, electrical outlet issues, the list continues. Meritage has been unprofessional and has not corrected all problems. My family has went through so much heart ache with this company.

Revdex.com,
Meritage Homes was contacted by the complainants legal counsel and addressed this matter directly to their counsel. Our good faith offer presented in our last correspondence expired on June 16, 2016.  In accordance with the offer and the guidelines executed within the contract, the buyers contract has been cancelled and earnest monies retained as liquidated damages. We do consider this matter resolved.
 
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.]

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,
 
Meritage cannot commit to any repair until we have the opportunity to inspect. Please ask the complaintant to contact our warranty department as our attempts have not been responded to.
 
Best regards,
 
Meritage Homes

Tell us why here...Revdex.com,Meritage Homes takes great pride in the homes we build. We select materials and products that meet our quality standards and are recognized within the industry as being great service providers. [redacted] is one of many we contract with to provide quality...

energy efficient appliances to our homeowners.All manufactures warranties are transferred to the homeowner at the time they close escrow. [redacted] also administers their warranty, thereby directly working with the homeowners. In fact, their warranty is such that if we were to modify or address appliance concerns outside their protocol, we could negatively affect the homeowners warranty coverage.  In most cases this has not been an issue for our homeowners. Unfortunately, In this case, [redacted] failed to provide timely service.  Meritage has reached out to [redacted] directly on this matter and it is our understanding that they have resolved the issues. We do apologize for the homeowners experience and we have shared our mutual disappointment with Whirlpool.Best regards,Meritage Homes

Revdex.com,
 
Meritage Homes has met with our homeowner, inspected their concerns and assured them we will stand behind all warrantable matters related to their home. Our team has provided them with the correct paperwork reflecting their home warranty. We are...

working to resolve all outstanding matters.  
Best regards,
 
Meritage Homes

Revdex.com,
 
Meritage does not entertain extortion; we have inspected their concerns and finalized our position in writing and in accordance to the guidelines set forth within the New Home Warranty provided to the complainants upon close of escrow.
We do hereby consider this matter resolved and no further action will be taken.
Best regards,
Meritage Homes Corporation

Based on Meritage's response, their team wasn't here the day we submitted the claim. The construction manager was in the area, saw what was going on and sent a worker to replace the shingles that were flapping in the air due to the severity of the issue. It wasn't until a few days later that a 3rd party determined there was more Discrepancies with our roof as a whole. Currently I am working with John Welch and other reps from all involved parties. John has been very good about keeping in touch with us.

Revdex.com, Our team is working directly with the homeowner, have reached out to the [redacted] and presented the paperwork to the homeowner for necessary signatures and we are working to complete the repairs as soon as possible. Best regards, Meritage Homes

Meritage has been given several opportunities to repair the warranties. My husband took three consecutive days off work in December and other days in November and December, and my grandmother has been at the house twice in January for Meritage to repair the warranty items. Everytime something is overlooked from the provided list of items. My husband and I have submitted two warranty claims for the same list that the construction managers wrote down three times: the closing walkthrough, the three week checkup, and a scheduled meeting in January, as well as countless emails and text messages. We have to work around my grandmother's schedule because we cannot afford to take more time off work.  We have just received our touchup kit and paperwork that was supposed to be available at closing.

Revdex.com,
 
Meritage Homes did meet with the complainant and inspect their concerns. The window tracks and weeps in question were full of debris and sediment build up resulting in slow draining. 
As a result, the rain water backed up into the sill and...

overflowed. As a courtesy, we did clean the weep holes, test the windows immediately after and found their were no remaining issues. The windows are designed with weep holes, no windows are 100% airtight. We routinely review the windows function, mechanism and maintenance requirements during the construction of the home.
The "taking care of your home" portion of the new homeowner manual is  attached for their review and reference regarding homeowner maintenance. On page 83 we reference the need to keep window tracks clean of debris.
We respectfully request this complaint be removed as it  was not a warrantable event or a refusal on our part in any way to inspect or advise our customer. This matter was the result of a lack of homeowner maintenance that has since been resolved.
Best regards,
Meritage Homes Corporation

Revdex.com,
 
Meritage Homes has met with our customer and agreed to perform warrantable repairs this week. We will update the Revdex.com when repair have been completed and the customer is satisfied with the outcome. We appreciate the opportunity to resolve this matter and do apologize for...

the delays.  
Meritage Homes

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.Yes I denied the claim that meritage has tried to work with us. 1. The Sod. If the weather was a concern.  Why did they lay in in our entry of the subdivision. It's almost spring they can lay the sod now.2. The floors. They sent out a floor inspector from [redacted]. The report states the floors were installed without being acclimated. That's why they are checking. I don't understand why they can't replace the floors. They have not offered any fix at all. The email I received yesterday said they want to condition them through [redacted]. I called [redacted] who wrote the report and she said the case is closed. Because the problem is the floors were not acclimated before they installed them. 3. As you can see the warranty deed was just recorded Friday. It's taken them 9 months, and only after I called the Revdex.com.They have not made an effort to replace the sod or even replace the floor planks that are bad, just a bunch of emails week after week of stories. My home is less than a year old. The floors have a warranty. In my contract my home came with Bermuda sod. I just want what I paid for.

Regards,

Revdex.com,
 
Our records indicate that all of the items we agreed to address in regards to this complaint have been completed. We do appreciate the opportunity to resolve this smatter with our homeowner.
 
Best regards,
 
Meritage Homes Corporation