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 explained that all funds received with an offer are handled the same way, no exceptionWe again apologize for any misunderstanding; however our position has not changed on the matter we do consider this complaint resolved and appreciate both the complainant and Revdex.com's time Best regards, 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 [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 issueI would appreciate if this complaint can be closed only after the actual resolution of the complaint to better report on what the actual outcome isCurrently the response from Meritage is that they will just make an attempt to meet with me (future tense) Regards, [redacted]

Revdex.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, Granite is a natural product - primarily it is a rock cut from the earth and sliced into slabsGranite has natural various formations, patterns and variations in colorNo two pieces of granite will be alike and veining patterns can vary from piece to piece within a single installation jobThe beauty of granite is it's uniqueness from slab to slabIt 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 aboveOur homeowner manual clearly explains granite and other natural stone products on page (attached) Meritage did verify that the slab installed in the complainants home is indeed the correct one they selectedWe have attached a photo detailing what they selected and receivedIt is unfortunate that they are unhappy with the product they selected, however it is a beautiful and unique materialMeritage 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 countertopsBest regards, Meritage Homes Corporation

The only thing that Meritage has told the truth and what little truth it was is a settlement which I mentioned in my complaint that was in the amount of $towards our foyer and laundry room floors which would cost alone $to repairMeritage is fully aware that the damages extend beyond this; however their lies will never stop and this is a corporate cultureMeritage is can you show a report from a certified Structural Engineer whom came to my home and did an inspection.......let me answer that for you NO!!!!!! Can you provide responses to my multiple emails to all of the named individuals in my initial complaint from the warranty manager who failed to show and call for a scheduled appointment wasting my time as well emails to his boss, her boss and the corporate office.......Let me answer this one too......NO!!!!! Maybe the communication you are referring to is blocking me from your Twitter page and Facebook page that I posted pictures of your work/lack thereof to my home, the faulty install to my driveway and unwillingness to show any type of customer care, professionalism and ownershipMaybe you have no concept of these principles Meritage HAS NOT inspected my home or the integrity of the foundation and structure nor the integrity of their work, they have only sent a biased inspector to look at my floors to which I have also had a floor inspector to come in who disputes the findings of their inspector and finds more damages than the individual Meritage sent I refute any assertion by Meritage or any representative of this excrement of a corporation who state they have in good faith attempted to do the right thing, find equitable terms to settle, or have contacted a member of the household by phone, email, snail mail, or Social Media.By the way our Warranty is not out until June 2016.......get your dates right Meritage!!!!!!! By the way Meritage we have been screaming at you for a year now to fix our home and your work!!!!

Revdex.com, As noted within the customers statement, this is not in regards to a Meritage Home or the actions or lack thereof of Meritage HomesMeritage did not assume responsibility for the warranty of homes built previous to our acquisition of the builder in questionWe suggest the complainant refer to warranty materials provided by their builder at the time the home transferred ownershipTheir builder provided a third party 2-year structural warranty whom the complainant should contact for guidanceDue to the fact this is not our home and we have no involvement or responsibility toward the administration of their warranty; we respectfully request the Revdex.com remove this complaint from Meritage HomesBest regards, Meritage Homes Corporation

Revdex.com, Meritage did not refuse to inspect the homeowners concernsWe had a 3rd party inspect and somehow the homeowner had the impression nothing would be done when in fact we are waiting for the engineer report to make sure we properly address any warrantable itemsWhen we contacted the homeowner after this complaint was filed, she informed us she was aware that we will address her concerns and that she sent an email to the Revdex.com requesting this complaint be removedWhile we are uncertain where the break in communication occurred, we have every intent to perform per the context of our warrantyBest, Meritage Homes Corporation

Revdex.com, We understand that our customer is unsatisfied with our response, however we researched our files and again did not find any documentation to substantiate his claimsWe welcome the customer to forward any emails he may have that support his claim and we will gladly revisit this matter upon receiptThe customers new home warranty presented to him at the time he entered into his purchase agreement clearly identifies our warranty procedures, guidelines and processes including the requirement to submit all request in writing via our website or by US mailWe admit that a change in representatives can present challenges however documented concerns are a matter of record , not opinion and are easily transferred to subsequent employees and /or homeowners as our warranty is transferrableWe apologize for any misunderstandings or confusion, but we do consider this matter resolvedBest regards, Meritage Homes Corporation

Revdex.com, On April 21, the complainant entered into a purchase agreement with Meritage Homes and indicated she would secure financing with an outside lender not affiliated with Meritage Homes The prequalification loan approval provided to us had conditions regarding debts that the complainant had to pay off prior to obtaining full loan approvalMeritage complied with our legal obligation to build the home in accordance with the complainants’ personal specifications and décor as established during the purchase and design center appointmentsThe home was fully constructed and a final occupancy permit was applied for, thereby making the home ready to occupy and transfer ownership to the complainant by the end of AugustMeritage was notified by the complainants outside lender on August 6, that she had not yet fully complied with the terms of her loan and requested an extension to allow her time to pay off debtsAlthough Meritage was under no obligation to do so, we did without penalty extend the closing date to September 29, In fact, Meritage waited until October in hopes that the complainant would meet her lenders financial obligations and close on the homeIn November, the complainant informed Meritage of her intent not to close on the home and requested a refund of earnest moniesAs explained above, the complaintant is in breach of contract and Meritage fully performed pursuant to the contract therefore her request for refund of the deposit has been deniedWe certainly wish the complainant the best and regret that we were unable to provide her keys to the home she personalized Best regards, Meritage Homes Corporation

Revdex.com, Meritage Homes has made contact with our customer and we are in the process of completing repairsWe apologize for the delay in responding and accept responsability for the miscommunication that led to this complaintWe believe we have addressed the homeowners concerns and expect complete resolution shortlyBest regards, Meritage Homes Corporation

The response to our complaint is inaccurate and untruthfulAs we've had multiple conversations with your representatives regarding our cabinets, the issue remains unresolvedWe were promised the cabinets and other items (see original list) would be repaired due to the sheer multitude of issues with our homeWe were told that you would work with the cabinet company to address the issue as it was within warrantyOn 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 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 repI again, was put off and ignoredI 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 allWe purchased this house after it was built and did not design any features or supposed upgradesWe 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 issuesYour response to the complaint did nothing to remedy or address the issue, only made an effort at defending itThe issue remains outstanding, we have not been contacted by your "trusted" Timberlake cabinet contractor, and the work remains undoneThis is not a resolutionThe 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 anniversaryThe 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 homeThat is it

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

Revdex.com, Meritage Homes met with our customer and demonstrated to him the wood around the window is completely dryWe are monitoring his home to see if he experiences any future water intrusion in this areaWe do believe this matter has been resolved Best regards, Meritage Homes Corporation

Revdex.com, Meritage reserves the right to repair, the warranty for this matter has expiredAs a courtesy our team offered a repair and even an extension of warrantyWe are under no obligation to repair or replaceWe would appreciate the Revdex.com confirming if the complainant will accept the repair offerIf not, we will consider this matter closed and trust the Revdex.com and the customer will understand Meritage made a good faith effortBest regards, Meritage Homes Corporation

I had to complain to many people before the job was started and then I was told that the problem was no big deal that things happen and there was no control over craftmans ship or quality of materialWhen they did start the job it has dragged on and my daughter has had to miss work and we were left waiting for people to show up and they never did after we were assured that they would and the job is still not doneThe workers that are doing the work very sloppy and left their mess behind nails in the yard and myself and one of my grandchildren stepped on a nail The repairs are being done but the work is very sloppy and very unprofessionalI purchased a new home so I would not be dealing with these problems so soon after the purchase

Dear Revdex.com, So glad I finally got a responseI would like to answer to the response in parts The condition of the patio was accelerated due to a lack of necessary homeowner maintenanceThe home was roughly years old when the homeowners contacted Meritage in Response: The home was was still under the year warranty and years old as we purchased in Trying to deflect the situation with age or lack of home owner care doesn’t change itThe allegation of “lack of necessary maintenance” is a sad response to the situationThe wood that was used in building the balcony was untreated woodThe 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 outsideI am attaching pictures as to what it looked like when they pulled down the woodRotten 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 agoThis 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-openedAll this is documentedHe 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 soundHowever, 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 statementAs you see from the pictures that I have attached, in no way was this balcony safe or structurally soundRepairs 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 outWe were informed by the “engineers” that came out exactly why it failedUse 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 timesThey have rejected materials and requested upgrades along the way that further delayed the project That is just a statement in order to cover their own mistakesAs I stated before, for some unknown reason [redacted] closed this claim on us twiceI have many many emails going back and forth and not in one email does it request to have it closedWe have defiantly rejected materialsWe had our own home inspector come out to verify along the way that the balcony was being done correctlyThey chose to use untreated wood again as well as improperly placed membrane and no flashingThe balcony was not erected to safety codes, they failed to put a hanger joices, etcWe 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 notThey 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 highWe expect a safe and correct rebuildNothing moreWe 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 matchingOur only expectations were to comply with [redacted] guidelines and build us a proper safe balcony using the correct materialsNowhere is that over the top expectationsIf this was done in the first place you would not be rebuilding itWe 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 codesWe 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 insultWe 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 upgradeWe originally paid for french doorsWe 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 homeSO UPGRADE NO .getting what we originally paid for when we purchased our homeYES! Making it right, yes the right thing to doAgain, 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 metWe 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 metAs of today, yes rails on our balcony have finally been placed and safelyI have attached pictures of how the balcony sat months on end! We have young grandchildren and pets and feared every single day for their safetyMy grandkids have not been allowed in the backyard because this is how the balcony satWe are not unreasonableYou 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 weWe were told that you contacted and would handle it but that was a lieWe would have made sure it was all handled had we not been told you didTo this day, you still have not contacted them even though you stated above that you haveI 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 changesThis will be sent by me personally today We have included a video taken on May 11, to support the fact that the patio is now structurally soundOn 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 finallyThat is not the complaintAgain, I have attached pictures of how it was left in our yard for months! Not sure what work they are saying we tried to stopYes, we have requested work stop a couple timesAll this is documented in emailIn 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 completedWe did not cause this to take over a year, your company hasWe just wanted it completed according to safety and [redacted] guidelines I have emails to prove every last conversation we have had with your companyWe have contacted as high up as possible with no contact backWe 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 The photo will clearly reveal a lack of homeowner maintenance Again please revert to our original statements above about thisJust another way for Meritage Homes to deflect the truth of the situationPlease 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 cooperationIt is unfortunately the lack of responsibility you take for this situation and blame the homeowners for your lack of decency as as a companyWe 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 credibilityI do not wish to have this complaint closed until all work is complete and we part waysI 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 toldI am included the latest email from [redacted] of MeritageIf all this is actually completed as per the email we will gladly close the complaintHowever, 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, ***

Revdex.com, Our team has attempted to reach the complainant to perform repairs we agreed to on a courtesy basisMeritage 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 teamWe will schedule repairs to take place Monday -Friday only from 8am to 4pmIf 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

Revdex.com, Meritage Homes did, for a limited amount of time administer Legendary's warrantyMeritage 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 agreementsWe were fortunate that many former legendary employees joined the Meritage team Meritage did acquire Legendary Homes; but not their entire portfolioWe 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 yearIn fact the date of our acquisition was August 1, and therefore our agreement to administer on Legendary's behalf has expiredthe 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 soWe can certainly understand the customers frustration, however Meritage did not build his home and has no legal obligation toward his homeLegendary provided a third party warranty to their homeownersWe recommend the homeowner review his closing documents for his 2-warranty contact information and submit a claimWe do consider this matter resolved and no further action will be taken by Meritage Homes CorporationBest regards, Meritage Homes Corporation

Hi, yes thanks for your email, I accidently sent without response and was wondering what to do The response that came back from meritage was completely and inaccurate When we wrote the contact for the house I specifically asked Jamie, the meritage agent at the time, if the cubbies were standard in the plan we were interested in, she said "yes they are", I even further asked if it needed to be in the contract, she said "no as long as it is standard it does not need to be in the contact." Then a couple of weeks before closing we saw that the cubbies were not in the house, when we inquired about them we were told it wasn't in the contract, I told the builder what the agent had told me so he said he would try to get them done for us, when we were a couple of days from closing they still were not in, we went by the meritage sales office and mentioned the issue to the new agent, ***, and he responded, "yeah I actually thought those were standard in that plan as well, that's what I have told people (prospective buyers) coming in." Furthermore, their response also says the cubbies were in the model home, that is actually not true, the model home does not even have a mud room to put the cubbies It is in a home for sell in the subdivision, that is the same plan as ours, with almost no upgrades! The builder sent a contractor to our house after closing and we were under the impression he was going to put these in for us without charging us but when he arrived he inquired about us paying before he started, which was very confusing and disappointing to us because we actually thought for a moment that meritage was going to stand behind their employees but instead left us holding the bill! I can only hope they will reconsider and do what is the right thing in this situation! Thank you, [redacted] ***