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 Homes is a home builder, not the lender and therefore we are not directly in charge of the complainants ability to qualify for a home loan.
The purchase agreement entered into by the buyers allowed a certain amount of time, usually less than 3 weeks...

to cancel with a full refund of the earnest monies, if the buyer could not obtain financing within the specified time. The buyers were pre-qualified by their lender; therefore Meritage moved forward and began the necessary administrative work involved to begin construction of their new home. The time period to cancel expired.
Later in the process Meritage was notified by the buyers lender that the buyers financial circumstances changed and the buyer no longer qualified; the buyer then cancelled the contract, again well after the expiration period. The earnest money provided at time of contracted was liquidated in accordance with the purchase agreement.
 
Meritage is not at liberty to share the purchase agreement; we recommend the complaints review their contract in regards to liquidation of earnest monies for non-performance.
 
We wish the complainants well and do hereby consider this matter resolved.
 
Meritage Homes Corporation

Revdex.com, Meritage Homes has made contact with our customer and we are in the process of completing repairs. We apologize for the delay in responding and accept responsability for the miscommunication that led to this complaint. We believe we have addressed the homeowners concerns and expect...

complete resolution shortly. Best regards, Meritage Homes Corporation

Revdex.com,
 
Meritage Homes did meet with the complainant and inspect their shower concerns both before and AFTER they tore it all out.
Prior to the complainants tearing out their shower, Meritage Homes visually inspected and advised the complainants that the...

showers grout and caulking lacked in routine maintenance such as caulking, sealing of the grout and repair of minor grout cracks. We are unaware if the complainants took the necessary action to perform these homeowner repairs.  we do have photos that show the condition of the shower at that time. We also inspected AFTER they tore out their shower. No mold was noted, some moisture was similar to that of a recently wet wood, another words exposure was noted as being consistent with a lack of maintenance and not a failure of the showers installation. The shower pan was completely intact with no breaks, gauges or cracks that would lead to the need to tear it out.  We do have photos to show the condition of the shower after they tore it out as well.
We stand by our decision that this is not a warrantable matter. .
Meritage did verbally discuss this matter in detail with the Mrs. and sent correspondence to both the Mr. and Mrs. Their home remaining warranty is structural only. This is not a structural matter, Meritage did not tear out the shower and therefore has no warrantable obligation to rebuild it. We do consider this issues resolved.
 
Best regards,
Meritage Homes Corporation

I won't agree with Meritage response. Like 60 -70 % of the home owners ran into the same issue. Like they charged Lot of premium on houses and Fixed very cheap A/C units at home.Like we can't simply skip homeowners didn't do the maintenance.
AS per Building Inspector we did our part,still in 4 years one of the major part (A/C Unit) went into big issues are not acceptable. I am looking for a reasonable solution from the builder. Like Evaporator coil and Compressor is the major parts in A/c Unit. the Good man company is sending the parts,but for Labour it is costing more than 2000$.Builder is simply saying it is not under their warranty,which is not acceptable solution for me.
 
Thanks,

Revdex.com,
 
As noted within the complainants response, the manufacturer warranty is in effect and covering the parts.  Meritage Homes warranty was for a period of two years only and has per the homes close of escrow date, expired. We understand out of pocket cost associated with not only the care and maintenance  of a home but unexpected mechanical repairs can be disappointing, however this is not covered under the homeowners builder warranty and therefore we do consider this matter resolved.
 
Best regards,
 
Meritage Homes Corporation

Revdex.com,
Again, our team is working with the complainant as well as a neighbor whom they have partnered with on this matter.
A final resolution that would allow us to move forward has yet to be agreed upon. In respect to the other parties involved, no further details may be provided at this time.
Best regards,
Meritage Homes Corporation

Quite possibly the worst customer service I've ever experienced with any form of company. The company that I purchase my make-up brushes from handles issues with more class and service than this HOME builder. Since the day we signed on the dotted line to have our first home built there have been nothing but headaches. Absolutely zero communication between their sales staff, management, builders, and construction crews. Moreover, there is extreme lack of knowledge of their own floor plans and included options. If it weren't for the fact that we know people that live nearby to drive past construction on occasion we would have never known the issues let alone the number of issues that occurred as we live out of state (until our home will be completed… whenever that is). These issues include exterior design problems, structure problems, and property problems. During our pre-construction meeting, the builder did not have one sheet of paper that included all the options we selected- including the blue prints!! Each paper had something different selected or included and when I asked him how this was going to translate to a build that includes what we are contracted for, his response was... and I quote... "As long as an option is on one of these papers we'll include it." Needless to say this is not the case. We are currently 4 months behind when we were originally supposed to close on the home with no end in sight. I escalated my issues to the sales manager when we ran into our first issue in the hopes of getting any kind of answer as far as what needs to happen to move forward. He spoke these exact words to me: "Some people have a good experience with us and some people have poor experiences, there's not much we can do." THE SALES MANAGER SAID THIS. Absolutely pitiful. I work for one of the top Fortune 500 companies and if any one of our sales representatives said this to one of our customers... immediate termination would follow. I wouldn't recommend my worst enemy to go through the hell and stress this build has put on me, my marriage, and my family. Just the worst experience during which, what should be, should be an exciting time.

Tell us why here...Revdex.com,Meritage Homes reached out to our customer to discuss his complaints. Our team has kept in touch with him in regards to his warranty repairs. Unfortunately, due to the nature and time involved in this repair – we experienced a lack of communication that has now been resolved. Our team has reconnected with the customer and appreciates his patience as we address his warrantable concerns. Best regards, Meritage Homes Corporation

Meritage Homes allowed a prospective buyer to write into his purchase contract that he could build up his back party wall to be straight across to his property line. As the person on the other side of this party wall, I would suffer a 6 block drop in the middle of my back wall (currently I had 2 gentle 1 block step-ups). I asked the tradesmen to wait until someone from Meritage and I had a chance to come to an equitable agreement as to what would be done to the PARTY wall. NO ONE had talked to me at this point! Meritage is still the HOA for this subdivision, but to try and sneak the wall up on a previous customer (7 Years ago) is wrong. As HOA they may be able to skirt the CC&Rs but shouldn't be able to pass this exemption along to someone who isn't even a member of the community yet.

Worst warranty customer service. Our home has serious cracks that have appeared since day one. During the warranty period, they came out and patched them up using caulk. Did not fix it properly and now that it is all falling apart, they could not be bothered. Worst customer service and the rudest people to work with. Balcony has a structural defect which should be covered under the 10 year structural warranty. It is now year three and they will not fix it. It is a nightmare trying to get them to do anything... I would never recommend buying a Meritage Home...

Utter liars who violate closing agreements. Violate warranty and should be avoid. Builder refused to fix a slanted wall saying it was straight till I put a level on to prove it how bad it was. The sidewalk to the house was also slanted to ridiculous levels which had to be argued to fix as they claim it was for water. Builder lied on fixing closing items. 4 months into having closed and items are not resolved. They pressure people to close on incomplete houses with threats of fines. My yard is half under water due to the failure to properly grade. My sprinklers cross over the water control boxes. My paint was diffrent colors where diffrent painters colors didnt match. Windows dont latch. [redacted]. Photos as evidence. I also have agreements on company letter head of the promise to fix.

Revdex.com,
 
Meritage Homes is reviewing this complaint and will respond soon.
 
Best regards

Revdex.com,
 
Our team in in the process of reaching out to the homeowner to further inspect their concerns.
 
Best regards,
 
Meritage Homes

Revdex.com,
 
Meritage Homes has completed the inspection we agreed to. We have camera shot the drain lines and discovered a belly in the line that most likely has not had any effect on their yards drainage, nevertheless we will be clearing that and tying in the gutters they installed as a courtesy. We will also bring the drain lines to a curb cut so all water is placed into the street that flows from the roof of their home. The complainants have agreed and scheduled the work to take place next week.

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.

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,
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

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.[Provide details of why you are not satisfied with this resolution.] Though I accept that Meritage will make an effort to contact me to resolve this issue the response does not commit to resolving the issue. I would appreciate if this complaint can be closed only after the actual resolution of the complaint to better report on what the actual outcome is. Currently the response from Meritage is that they will just make an attempt to meet with me (future tense). 

Regards,

BUYERS BEWARE. I REGET BUYING A HOME FROM THIS COMPANY. WATCH THE SALES PEOPLE THEY WILL LIE AND THE WARRANTY GROUP IS A JOKE. ITS TAKEN ALMOST 1 YEAR TO GET STUFF DONE.