Meritage Homes Corporation

This work is still part of the original warranty and not a courtesy to us. The original doors were rotted and had to be replaced. This was the original work order. I am attaching pictures of what the doors look like that YOU REPLACED. They have not been in more than three months and they are rotted. We will take further legal action if this work is not followed through under our home warranty. This original warranty item was placed under our warranty is a timely matter, it is not our fault that your company has taken over two years to complete. This issue in regards to the replaced doors which WHERE PART OF THE ORIGINAL WARRANTY CLAIM was sent over to neil in March of this year shortly after the doors were replaced. They were replaced incorrectly and if this is acceptable work for a warranty claim by your company we will seek legal action. You are under obligation by law to fix and repair our warranty claim, the door was part of that warranty claim and you have failed to provide on your part. We do not have to accept three months after the doors are replaced to look like this. There are laws in place to protect people like us and we will not stop until this issue is fixed. We have been promsed by neil that this would be taken care and was still covered under the original warranty claim. I have text messages and emails from him that go back to prove this. I am attaching jus t a few of our messages back and forth stating that he will fix this issueI absolutely will not accept this answer. If this issue is not fixed with two weeks of todays date we will contact legal counsel, the media and anyone who will listen. This is a failure in all aspects of the law to protect us as consumers. This has caused me by far too much stress in my condition and I can not continue to allow this to effect my health.

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

Dear Revdex.com,

So glad I finally got a response. I would like to answer to the response in parts. 

 

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. 

Response: The home was was still under the 10 year warranty and 8 years old as we purchased in 2006. Trying to deflect the situation with age or lack of home owner care doesn’t change it. The allegation of “lack of necessary maintenance” is a sad response to the situation. The wood that was used in building the balcony was untreated wood. The membrane was improperly installed causing the balcony to leak and rot from the inside out as well as no flashing installed.  They have attached pictures of what the balcony looked like from the outside. I am attaching pictures as to what it looked like when they pulled down the wood. Rotten from the inside due to the above issues, not lack of homeowner maintenance. 

 

Meritage visually inspected the patio and had a third party engineer inspection done as well.

Please note this inspection was done a year ago. This original complaint started a year ago and shut down three times not because we requested or didn’t allow workers on our property but because the person working on our case chose to close it on his own accord twice and we had to have it re-opened. All this is documented. He closed it stating we requested it to be closed but we have proof via emails that is and has not ever been the case.

 

 

 

 

 

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.

Two issues I have with this statement. As you see from the pictures that I have attached, in no way was this balcony safe or structurally sound. Repairs were agreed upon first off, because it was covered under our originally warranty and second off, they saw that it was rotting from the inside out. We were informed by the “engineers” that came out exactly why it failed. Use of untreated wood, membrane failure and no flashing used not lack of homeowner care. 

 

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.

That is just a false statement in order to cover their own mistakes. As I stated before, for some unknown reason [redacted] closed this claim on us twice. I have many many emails going back and forth and not in one email does it request to have it closed. We have defiantly rejected materials. We had our own home inspector come out to verify along the way that the balcony was being done correctly. They chose to use untreated wood again as well as improperly placed membrane and no flashing. The balcony was not erected to safety codes, they failed to put a hanger joices, etc. We also denied the brick (which has been sitting in my driveway for months and not allowing me use of my driveway...still) they picked because the brick is orange and by a different manufacturer and does not even come close to the color of my home (see attached pictures) They as well we must comply to [redacted] rules and this brick does not. They told us [redacted] brick did not make the brick anymore which we knew was incorrect because we personally contacted them. 

 

Unfortunately the homeowners expectations of the repair includes components that are subject to color variation (brick, tile, etc.) that will prove difficult to match. 

Our expectations are not too high. We expect a safe and correct rebuild. Nothing more. We understand color variations fully, that was not an issue the issues were using a different brick complete and did not comply with [redacted] guidelines or come close to matching. Our only expectations were to comply with [redacted] guidelines and build us a proper safe balcony using the correct materials. Nowhere is that over the top expectations. If this was done in the first place you would not be rebuilding it. We also had to request they come back and fix the railings once they places as they were wobbly and a danger and did not pass safety codes. We were told we were being unreasonable to expect the railing no to be wobbly and they were QUOTE “more of a guideline to let you know the edge is there, not to lean on”. ???!!! I just have nothing more to say about that. 

 

They have rejected materials and requested upgrades along the way that further delayed the project.

This statement is an insult. We have been patient and understanding up to the point of the work not being completed, being left in an unsafe condition and very very dangerous to our family for months on end. 

We have not requested ONE upgrade. We originally paid for french doors. We did not get them and were told when we originally complained to Meritage “We don’t do french doors here in Texas” however we have tangible proof we paid for them, proof from other neighbors that have meritage homes that you DID indeed offer them and install them at the same time we purchased our home. SO UPGRADE NO….getting what we originally paid for when we purchased our home. YES! Making it right, yes…the right thing to do. Again, I have all proof and emails to back up each and every claim we make. 

 

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.  

As per safety being met. As of today, yes rails on our balcony have finally been placed and safely. I have attached pictures of how the balcony sat months on end! We have young grandchildren and pets and feared every single day for their safety. My grandkids have not been allowed in the backyard because this is how the balcony sat. We are not unreasonable. You may not have an obligation to talk to the [redacted] but you do have an obligation to obey the [redacted] guidelines and laws just as do we. We were told that you contacted and would handle it but that was a lie. We would have made sure it was all handled had we not been told you did. To this day, you still have not contacted them even though you stated above that you have. I just spoke with [redacted] today (July 1st, 2015) and there is no meeting scheduled, not contact at all, so this statement only proves the type of lies we have had to deal with so thank you for that.  [redacted] has finally set me the [redacted] documentation (July 1st, 2015) that they need in order to approve or not approve of the changes. This will be sent by me personally today. 

 

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 do not see an included video, however I can say that as of todays date yes the balcony is structurally sound finally. That is not the complaint. Again, I have attached pictures of how it was left in our yard for months! Not sure what work they are saying we tried to stop. Yes, we have requested work stop a couple times. All this is documented in email. In no way did this originally affect the fact that you have failed as a company to do what was necessary in the beginning to get work completed. We did not cause this to take over a year, your company has. We just wanted it completed according to safety and [redacted] guidelines.  I have emails to prove every last conversation we have had with your company. We have contacted as high up as possible with no contact back. We have exhausted every avenue before finally filing with Revdex.com. 

 

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.

Again please revert to our original statements above about this. Just another way for Meritage Homes to deflect the truth of the situation. Please see our pictures, wood rotted from inside out due to failures and incorrectly done by companies to begin with. 

 

We hope to have the cosmetic repairs completed soon (brick, tile & paint touch up) however we will require the homeowners cooperation. 

You have always had our full and may I say most patient cooperation. It is unfortunately the lack of responsibility you take for this situation and blame the homeowners for your lack of decency as as a company. We are not here to stop work, we want this completed as our MANY MANY emails reflect.

 

Your response as a company is a testament to your companies serious lack of integrity and credibility. I do not wish to have this complaint closed until all work is complete and we part ways. I have zero faith in your company that you will do what you say you will, my complaint and case here is well documented that I should not trust what I am told. I am included the latest email from [redacted] of Meritage. If all this is actually completed as per the email we will gladly close the complaint. However, it is a shame that I had to file the Revdex.com in the first place. 

 

Good morning Mrs. [redacted],

 I just wanted to sum up and confirm what we are going to do to complete your balcony.

 We have ordered the [redacted] brick to use on the columns in order to match the home as closely as possible. (there could be a slight variation due to dye lots)

Once brick is complete we will paint all affected areas with a match as closely as possible.  This will include doors as well as siding  (please understand an exact match is difficult due to the aging of the current paint)

We will replace the bedroom door so the doors will match per the [redacted] guidelines

We will retack the carpet and add pad as needed from the change out of the doors.

We will make sure the area is left clean as well as replace any damaged sod from the workers

 Per your request we will start work once the [redacted] has given the green light and we should be able to complete the project in no more than a couple weeks.

 Again please accept my apologies for this project being prolonged.  However, I feel we are on the right track and we look forward to completing your balcony..

 Best 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,

They called 1 time, didn't leave a message, and it has not been resolved, we attempted to call to have the home inspected,but. Meritage sent out an unskilled worker, we requested to speak to the boss, but no one showed  nor called us back, the warrany people alled after we placed the complaint to Revdex.com, they stated they would call us back, still waiting for the call. The last time we should have had corrections done, the construction manager went on Vacation, so nothing was done.  So, once again we were called only once, and no message was left except,  he was out of pocket. We are alwaya available on weekends, but they say they don't work weekends, but we see them working on other homes in our our neighborhood.  We hljuse want to have our home fixed. No calls received today.

Revdex.com,

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Meritage Homes met with our homeowners and reviewed all of their concerns, generated an action plan that we agreed upon and scheduled warranty repairs for late next week. We appreciate the opportunity to address their concerns and look forward to completing these items; restoring their trust. It is our teams sincere desire that they enjoy their home.
 
Meritage Homes

My wife and I closed on our newly constructed Meritage Home on July 31st 2015 and moved in on August 2nd. Within the first 2-3 months non-stop warranty request because it seemed our house was rushed. We went through two different construction managers as they were having a problem themselves. We waited a very long time to buy our dream home for our new baby that arrived 3 weeks after closing, but it has been a nightmare. Today is March 31st 2016 and we were just notified we are delinquent on all of our taxes. (Property, Mud, School) For some reason the day we closed we signed hundreds of documents in which everything should of been processed smoothly, however it wasn't. As of today Meritage Homes still owns the home I live in even after 6 months of living here. All of our tax documents were sent to there corporate location here in Houston, Tx. Were we notified of this? No, Meritage did not make any attempts to notify us they were receiving our year end tax documents. When contacting them today they were extremely rude, stating we should of known. Correct, we should of known, but also we would of paid these taxes as they came in if the house was under our name. We are two months behind on taxes which there is a small fee. Asking Meritage to help pay for these fees was like talking to a wall. They were disrespectful over the phone and basically told us to F[redacted] off. At the beginning of construction we had already noticed some issues but was assured they would treat our home as there own. This comment was stated by Cary W[redacted] and Billy P[redacted]. that is by far the one comment that has been burned into my wife and I memory. When Meritage is trying to court you to make a purchase they are willing to bend over backwards, but as soon as you sign the dotted line....screwed! I am a very patient person and tried to keep my mouth shut, but this was the final straw. I speak with a lot of my neighbors on our street and will discuss my concerns with them as well as new neighbors looking to join this area.

Revdex.com,
 
Although contractually Meritage Homes has the right to retain the earnest monies, we have issued a refund to the customer. As a first time homebuyer it is our sincere hope that she will enjoy the new home buying experience and hopefully one day we will have the...

opportunity to build her first home. Best regards,
 
Meritage Homes Corporation

Revdex.com,
 
We appreciate the Revdex.com's assistance. Our team hopes to make contact with the complainant soon. Mr. Dane A[redacted] is handling this matter and can also be reached by email at [redacted]@meritagehomes.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]

Revdex.com, 

While

we empathize with the homeowners and understand their frustration, Meritage

Homes has no control over the utility company ([redacted]). 

We have reached out to [redacted]’s national office and asked for an estimated time of

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connectivity for the area. We have yet to receive a response, but upon

communication with [redacted], we will update community.

We believe this matter to be beyond the scope of both Meritage and the Revdex.com. This

is not a builder issue, but rather a delay in the utilities ability to connect

in this area.

Best

regards,

Meritage

Homes Corporation

DO NOT purchase a home from Meritage. Worst home buying experience ever. I could go on and on about the issues we have had during the past year of owning this home (and the issues are not even all resolved yet). The lack of communication, the many times we have been stood up for meetings by Meritage reps and contractors, the poor quality of work, and the unprofessional manner they handle EVERYTHING. All they want is to get your money, build the house quickly with no regard to any quality factors and get out before you can get anything fixed. Head around to anyone in the Silver Creek development in Lafayette and you will hear over and over how bad it really is. Don't let their sales people fool you. All they are doing is trying to sell you and then you won't hear a word from them once you pay at closing.

DO NOT BUY A HOME FROM MERITAGE

Revdex.com,
 
Our team has met with our homeowner and we believe we have arrived at a resolution. We will update the Revdex.com as soon as this has been resolved.
 
Meritage Homes Corporation

Horrible experience with the builders after our home was complete, we bought lot 47 in vanden ranch; we are disappointed in the quality of the finished product, as are many of our neighbors. The building supervisor and warranty representative hid behind what they call "industry standards", they seem to believe it is alright to leave customers with lackluster finished products and claim other builders follow the same formula; the building superintendent even told us that "we don't build custom homes" in response to our complaint of a poorly thrown together fence, which was also after he agreed the fence was poorly put together. Our warranty rep literally ducks our calls and has left us weeks at a time with no communication, as we climb the chain of command, the lack of interest in our issues becomes more apparent.