Meritage Homes Corporation

Revdex.com,
 
Meritage understands the customer is not happy with their oven, however the oven itself is not defective, is performing as intended and functional. Whirlpool warrants their products directly and Meritage acknowledges that they did inspect the unit and as a courtesy...

replaced the fan to satisfy our homeowner. The warranty provided to the homeowner by Meritage does not warrant appliances. Meritage respectfully declines their request for replacement or reimbursement. If the homeowner wishes to pursue this matter further, they will need to continue to work with Whirlpool directly.
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].  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,

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,

James Larkin

 
I feel the company should come to a decision that is considerate of our loss of this house because of their bad decisions from the beginning. This was a tremendous loss of money and we went into this decision with the utmost confidence in this company. 
Sincerely,

Revdex.com, Meritage Homes has reviewed this complainants warranty file and this homes true close of escrow date was 1/31/2012.  The complainant did submit a warranty request n writing on May 6, 2015 in regards to exterior stucco cracks. Our [redacted] team did acknowledge and respond to...

his request -(see below). This is not a warrantable item and therefore was declined. We recommend they refer to their homeowners manual for helpful tips regarding the care and maintenance of their home. We appreciate the opportunity to address this matter. No further action will be taken by Meritage Homes. Best regards, Meritage Homes Corporation Original Message-----From: [redacted] On Behalf Of Warranty, [redacted]Sent: Wednesday, May 06, 2015 12:07 PMTo: '[redacted].[redacted]'Subject: [redacted]; COE 1/31/2012 Good Afternoon Mr. [redacted], We appreciate you contacting us and putting your concerns in writing.  Our records indicate the original close of escrow was January 31, 2012.  Unfortunately, your home has exceeded the one year limited builder’s home warranty which began at close of escrow and expired on the one year anniversary.  The remaining warranty on your home is the ten year major structural warranty that expires in 2022. After review of your concerns, the items you are requesting for repair are out of warranty.  It is our recommendation to contact your home owner’s insurance to better assist you with repairs.  As always, thank you for allowing us the opportunity to evaluate your concerns. Best regards,Meritage Homes -----Original Message-----From: Meritage Homes [[redacted]-23.[redacted].[redacted].[redacted]] On Behalf Of Meritage HomesSent: Friday, May 01, 2015 8:52 PMTo: Warranty, [redacted]Subject: Warranty Service Request Contact Date: 05-01-2015 18:49Region: [redacted], TXFirst Name: [redacted]Last Name: [redacted]Phone: [redacted]Email: [redacted].[redacted]I am a: HomebuyerAddress 1: [redacted]City: [redacted]Zip Code: [redacted]Closing Date: 2012-02-02Warranty Request: The stucko on my house is cracked in many places and needs to be repaired. Its ovious to see the cracks , especially near the house post is almost completely crack of the foundation, and there are also cracks showing up on the concrete.I understand the Terms and Privacy Policy and agree

Where I go the impression that the work would NOT be completed was from [redacted], and I have the emails to prove it. She was adamant that my home was no longer under warranty, and told me a couple of different things: 1. The truss in the attic fell under the 1 year warranty, and therefore would NOT be covered. 2. I told her that the truss in the attic is structural in nature and covered under the 10 year structural warranty. She proceeded to tell me that my 2006 home's 10 warranty was EXPIRED. I said no, the Home is 9 years old. She did not respond until I told her I'd have my attorney call her. The last email she sent she accused me on not bothering to check my messages and insisted they called me twice. They didn't call me, they had the phone number of the previous owner. She was extremely uninterested in helping me, only interested in being argumentative. I have never in my life filed a report against any business as I've been fortunate up to the point in receiving courteous customer service. She treated me as if I was an uniformed it. She really needs some etiquette training in regards to business email responses, as well as warranty training; otherwise, you will continue to receive complaints.

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,
 
Our team has attempted to reach the complainant to perform repairs we agreed to on a courtesy basis. Meritage Homes warranty team is not available on the weekends as clearly stated within the homeowners manual.
 
If the complainants wish to accept our courtesy offer of repair they are welcome to call our office at [redacted] and ask to speak with our customer service team. We will schedule repairs to take place Monday -Friday only from 8am to 4pm. If these hours do not work for their schedule, we understand but will respectfully close this request and consider this matter resolved.
 
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]

Tell us why here...

Revdex.com,

 

Our team reviewed the...

complainants concerns and has determined their request that we extend their structural warranty is outside the parameters of their New Home Warranty provided to all Meritage homeowners.  Their homesite soils called for additional lot preperation Our warranty can be summarized as follows; one year workmanship and materials, two years functionality of major mechanicals, ten years structural from your close of escrow date. Our robust warranty is transferable to subsequent owners. No additional warranties were implied or granted. We did meet with and review their concerns prior to their closing escrow on this home and therefore, consider this matter resolved.

 

Meritage empathizes with the complainants concern for their elder relatives who will reside with them and utilize their basement bathroom. The bathroom was constructed per plan with a bathtub; however as a gesture of goodwill, we have offered to remodel their bathroom based on a mutual understanding of the warranty set forth above. Upon their acknowledgment of the warranty provided, we will remove the existing bathtub and install a shower that will better suit their needs. The remodel will, of course, be warranted as noted above.

 

Our team awaits their written acceptance of our offer and acknowledgement of their warranties.   We would appreciate the Revdex.com’s assistance to secure their acknowledgment.

 

Best regards,

 

Meritage Homes Corporation

Revdex.com, Meritage Homes has met with our homeowner and set in p;ace a plan of action to address their concerns. We do believe the complaint has been addressed and will continue to ensure they are satisfied with their overall experience. We do appreciate the opportunity to resolve this...

matter. Best regards, Meritage Homes Corporation

Meritage Home Builders are shady snakes. If you purchase a spec home, they will swap out the upgrades before you close. For example, the beautiful glass front door that we thought we purchased with the home was replaced with a solid, standard door. The glass door was put on the model home. Meritage didn't even bother to tell us.

Also, the builder's will not work on any customizations regardless if you as the customer are willing to pay for them.

Bottom line = Meritage doesn't care about the customer. They would rather push through and get that closing incentive than make the customer happy.

I would recommend avoiding Meritage Homes as your home builder.

Now that we have been in our Leyden Rock home for a couple of months, we wanted to report on our experience with Meritage Homes. To be completely honest - we are extremely disappointed that exactly what we were nervous about happening has now become a reality for us.

We were sold on having a quality home built by Meritage. However, the product that we actually purchased is far from that. It feels like Meritage slapped together a sub-par quality house so you could get our money and be done. Key difference is the word home vs. house. We looked at this purchase as our long-term home where we could start our family and enjoy our time here for 20+ years. Because this was the dream that we had, we were very watchful of the entire build process to ensure that we were getting what we were sold. However, now that we have been here for a bit, we see that a lot of what we were told by Meritage during the closing process was a lie and now we are stuck dealing with the consequences. We made the mistake of closing on this house - and we can't in good conscience let others make this same mistake. The facts around what we are dealing with are below. Our hope would be that Meritage would at least try to make this right - and change their practices so this doesn't happen to others customers.

Structural Issues:

While the house was being built, we raised the issue of there was not proper structural support in the basement, under the stairs. We sent an email to [redacted] & [redacted] (sales contact & superintendent w/ Meritage) - and followed up in person since it was proving impossible to get a response out of anyone. Now that we are in the house, we have figured out that the structural issues were never fully addressed. The stairs still were not supported properly. One of the support posts was placed on flat concrete - not a caisson, so if there were soil issues our entire house would feel the pressure. The only way we were able to get confirmation on this was to personally call the [redacted] back out to take a look and confirm our fear. Being that we brought this issue up during the build and were reassured that everything would be fixed properly, we were extremely frustrated when we had to take an entire day off of work for the framing of the stairs to be redone.

Inspection Concerns:

As our house was being finalized, both our hired inspector and the [redacted] said that the ceiling going down to the basement was too low and did not meet code. When we showed up for our final walk through, we were reassured by [redacted] (the superintendent) that this issue was taken care of. We trusted him and didn't take a tape measure to it - but apparently he can't be trusted because as it turns out, problem never got fixed. Again, this was confirmed when the [redacted] came out for another inspection on our house. The framing crew did fix this while they were fixing the structural issue, however we had to take another 2 days off work for the drywall & electrical to be redone.

Drywall Concerns:

Again, as our house was being finalized, we brought up the issue that one of the walls in our great room was not straight. To address this, the dry wall crew cut out a section of the wall to fix it. This didn't fix anything. So, we had them try again just before we closed. After we moved in, we held a straight 8 ft. board up against the wall and the entire wall was wavy to the point where the difference between the bulges and the indents were 1/2" in multiple places. So, we asked to try fixing it once again. As the crew wall pulling out the wall again, we quickly realized that all the crew did before we closed was to try to make the wall ascetically look okay - and didn't actually fix it. Under the baseboard, there were 3-4 drywall shims placed in different spots so the baseboard would appear straight, even though the wall was far from it. This is simply not acceptable. In being that we are paying a good amount of money for this house, we were shocked that the crews would go to such an effort to deceive us and make us think that everything was fixed properly.

Once again, this work resulted in several days needed to be taken away from work to sit here with the crew. Not to mention, our house was a disaster after they left. We had to spend a couple of hours dusting, cleaning the floor, throwing away the materials that they left in our front entry and cleaning the bathroom since they splattered their dirty water everywhere. As you can imagine, this is not how we enjoy spending our time. And, the wall still isn't right as there is a huge seam across the middle of it. We are not sure about what the solution is here since we just want our house to be put back together.

Air Ducts:

Before we closed, we asked our Foreman [redacted] to clean our air ducts so we wouldn't have to worry about any construction debris and we could be assured that our air and ventilation was clean. While we had one of the HVAC guys out here, we asked to use one of his mirrors and looked in the ducts - and as you may be guessing by now, they never got cleaned. So, that was another lie.

These are only a few of the issues we have been dealing with. There were over 40 items on our punch list when we closed on our home, some of which are still outstanding from our walkthrough. We have already had to take 40+ hours off of work to be here to watch the crews work. We have been working with Randy to get everything addressed. He has been great and we enjoy working with him - but these are not the kind of issues that we should be dealing with under warranty. These are the kinds of issues that should have been taken care of - in the proper way before we closed. And - since we are dealing with the above issues, we still aren't sure about what else may be outstanding that was never addressed after we asked that it was. For example, we had a gas leak in our attic and we can't trust that it was properly taken care of. That's scary. This is especially concerning since we were told during our walk through that Meritage typically doesn't listen to what private inspectors say. [redacted] had the nerve to actually repeat this statement to us 2x. This was shocking since inspectors point out items that are a safety concern - and with the sale of any pre-owned home, the buyers will typically walk away if inspector issues are not addressed. It is for this reason that we don't trust that everything has been properly addressed.

These issues are just one part of our lives at the moment. On the other side of things, my wife is pregnant and we are expecting our first child. We don't have the bandwidth to be dealing with all these issues. We don't have the time to take off of work to deal with workers as we want to reserve this time for when the baby comes - as that is an important moment in our life. But, we are scared for what other issues lie behind our walls - and what it will take to fix them. This scares us as we want to be sure that we are living in a safe and healthy environment. However, it feels that we are constantly trying to juggle schedules to take care of things in the house and cleaning up after construction debris - just to make sure things are safe. We can't do this anymore. Whenever we have people to our house, all they see is thing in the middle of construction - which is not what we want.

Again, this is exactly what we were afraid of. We trusted Meritage to make sure this didn't happen to us - but it did. We have already purchased the house - MEritage now has our money. But we can't put up with it anymore and we are not sure how to get a house that we feel good about living in without making more sacrifices than we aren't prepared to make. This is why we have to tell others. We don't want to see anyone else go through this same experience.

At this moment, we also know that we are not the only house dealing with these issues. We are seeing how other houses are being built and are concerned. The house across the street from us was wired before is was even moisture sealed (no wrap, no roof) - and it snowed. The [redacted] inspectors admitted that this was not correct and the wiring should have been pulled. It's basic knowledge that this should have never happened, but somehow it did. We also hear what all the trade crews have to say. They seem to be good at not taking responsibility for anything and blaming it on other crews. This only adds to the frustration.

If buying a home isn't stressful enough the entire process was unbearable. We prequalified for the home and when we went in for our meet and great the Meritage rep told us" I don't think you can afford a 225k home" My husband was outraged. At that point we went thru another lender were at that point Meritage refused to honor any incentives bc we didn't use there lender. [redacted] is the WORST rep that Meritage could have he is rude he talks down to you. We decided to back out of the closing due to when we didn't qualify they REFUSED TO GIVE US BACK OUT EARNEST MONEY EVEN though by law they had to..As a first time home buyer I would never recommend this builder to anyone. they are not for hard working people like my husband and I. Im not complaining out of anger bc it was our decision but just to be treated the way we were I would not wish it on anyone . We work hard for our money and I refuse to give a dime to a company like this..

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

I couldn't accept the solution from the Meritage as the issues are still pending to get resolved. Apart from the sewage which was a horrible nightmare for a new home buyers with kids especially with the newborn, again had problems with AC, Master bath, replacing showes and the funny part the glass company did half and asked us to wait for a week to 20 days to get the remaining glass hook and the master bath Mirror ?
AC was not working which we couldn't realized at first. It took 3 days to get it repaired in this hot days after complaining, which was supposed to be an emergency. It was again a big trouble for the new born, who got the heat rashes all over his body, which we are feeling painful for all this for him. The technician guy reported that the connection was missing, which was very awful reason and they replaced it with night by pulling unclosed homes connection. I am not against any one here either with builder or Meritage , the problem that we were facing was so distributing and my wife n my self had to argue for these mess n discomforts  by Meritage. She insisted me not to take Meritage initially by reading other reviews , it was me insisted that Meritage have good brand value n make good homes . It all came in opposite directions . Also on the master Clauset there is pipe that comes and is covered , this is not at all in the plan . We definetely need a bigger compensation for these in excusinle issues .
Again, after 27 days of closing they aren't still working on the mistakes which they made. We couldn't use the Master bath since
I counn't understand what's going on with my home. After all for these issue being known, they made us to close the house so early promising they will fix everything in a week or 10. I could upload the photos if the things how they left half done.

The customer has been reimbursed [redacted] Director - National Customer Relations

Tell us why here...Meritage has agreed to assist our homeowner with thier concerns. We do consider this matter resolved. ?

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,

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]

[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,[redacted]

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Our team has reached out to the complainant whom has yet to return our calls.
We  would appreciate your assistance in reaching out to the complainant and asking that they contact Mr. Dane A[redacted] at ###-###-####.
 
Thank you,
 
Camille N[redacted]
 
Vice President - National Customer Relations| O: ###-###-#### | F: ###-###-#### | www.meritagehomes.com