Taylor Morrison Arizona, Inc.

Taylor Morrison has already responded to this concern and is currently working on these issues with an ongoing open ticket we are tracking. We have had the air conditioning company and the energy inspection company meet with us checking out their concernWe have tightened up some minor
insulation sags in the garage. The insulation and the air conditioning system are set up and built correctly and will function as it is designed to work if the homeowners follow the suggestions from the experts we sent to their home. The homeowner has been enlightened that to maintain the comfort of their home and the bedroom the thermostat must be kept lower than it is currently being set at. The thermostat needs to be set at about degrees which is lower than the much higher temperature it is currently kept at during the day. All air conditioning systems are not rated or expected to cool down extreme swings and must be kept somewhat consistent to function well as designed. We also are working on the cabinet door concerns and this work has been ordered and will be coming soon. Please feel free to use this response as needed and ask the homeowners to contact our customers service department at *** *** if they have further concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, Taylor Morrison is currently still working to resolve the issues we have with the home. I will wait for the business to perform this action and, if it does, will consider this complaint resolved- I would like for this ticket to remain open as the issues haven't yet been resolved
Regards,
*** ***

To whom it may concern
In
reference to Revdex.com claim # ***
Taylor Morrison entered into a Purchase Agreement with the customers on 11-29-2015. We started construction in January and are well into the build process when the customers told us they wouldn't be able to close on the home as they have lost their jobI've left a voice message for the customer as well as their realtor in an effort to see if there was any way of working it out. The home isn't quite finished and we have offered to work with the customer to give them some additional time to secure a new jobTaylor Morrison’s Purchase Agreement allows for a Finance Contingency where a buyer could receive a refund for not qualifying and we went past that point back in January
Per our contract, Taylor Morrison will retain Earnest Deposits as liquidated damages and not seek any further damages from the buyer's.
Best Regards
Bob T***
Sales Manager
Taylor Morrison

Understanding the basics of soil erosion, the builder is thereby stating I must take a $100K gamble that by proceeding forward with our backyard plan will eliminate any further soil erosionIf the builder would like to guarantee their assertion (i.e., landscape and soil erosion will cease), I'd be more than happy to proceed forward with our backyard plans without any further action from the builder

Taylor Morrison Phoenix will cotact Mr*** to address his concerns. We do not know who he e/mailed as Phoenix only uses fax, U.S.mail or phone calls for customer service requests. We prefer U.Smail for warranty correspondence and tracking
purposes and have no e/mail. Our contact numbers are Phone ***-*** *** Address is *** *** *** *** *** *** *** Fax is *** *** ***

Taylor Morrison apologizes for the delayThis home and the granite slab are both covered under warrantyWe have reached out to Mr*** and scheduled an appointment to have the Granite Manufacture Representative out to inspect the granite to determine if there is a warranty issue with the stoneThis inspection is now scheduled for May 3rd at 8:a.mWe will also have a supervisor on site to address any further concerns related to this issue

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me The company reps approached me on the promised time and we came to an agreementThe stone color change is apparently natural and the vendor confirmed that it wont change or get darker any further. The issue is resolved at this point.
Regards,
*** ***

[redacted]  [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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Taylor Morrison apologizes for the delay. This home and the granite slab are both covered under warranty. We have reached out to Mr. [redacted] and scheduled an appointment to have the Granite Manufacture Representative out to inspect the granite to determine if there is a warranty issue with the stone....

This inspection is now scheduled for May 3rd at 8:00 a.m. We will also have a supervisor on site to address any further concerns related to this issue.

Our dispute with TM is about TM agent, Shelly Z[redacted] misleading us into signing the contract and not about when and how I lost my job and when and how I’ll get it again. Shelly Z[redacted] misled us by giving us false information & made a false promise of returning our earnest deposits if the loan did not get approved. She had not told us about the Financial Contingency or the Unapproved Lender clause while walking us thru the contract and that’s why soon as the loan got declined, she sent us the Cancellation Agreement (attached) which stated our Earnest Deposit will be refunded to us within 30 days. Later she voided it and wrote in her email to us that her manager had to bring this to her attention that Earnest Money is not refunded if the buyer goes with an outside lender. How is it that their agents themselves do not have complete information about the contract? Someone who is unaware of the contract herself was walking us thru the contract and we trusted every word of hers. To add to this, in her email (attached) to us she has agreed IN WRITING that it was a mistake on her part to advise us against the contract. I lost my job in January 2016 and we still made the final third installment of $5k towards earnest deposit in February 2016 because that’s how much we liked the house and also we believed that our Earnest Deposit would be refunded if the loan did not get approved as promised to us by Shelly Z[redacted]. I’d want TM to stick to their words and refund our earnest deposit as promised to us.

In Feb we submitted to have our exterior access door on the garage repaired due to poor installation. Jim the Taylor M[redacted] contact in Adora Trails has done everything to delay the repairs, to include waiting over a week to return phone calls. We are still waiting for a call from a manager to get this resolved. In no way should it take a builder 3 months to replace a very common door that they are still using on the houses currently being built. Prior to Jim coming into the area we had no issues getting warranty requests fixed in a very timely manner.

Taylor Morrison confirms its position that the erosion issue is not warrantable. Unfortunately, there cannot be a guarantee that there will be no soil erosion in general. Landscape and ground covers will minimize soil erosion when placed, and maintained properly, within the orientation of the landscape and drainage plane. This home had a certified 3rd party certification for positive drainage at the time of closing almost a year ago. Natural rain, and lack of landscape and maintenance, will slowly erode any bare surface.

This home is out of warranty and we are aware of his concerns.  We have been to this home reviewed and addressed his concerns and discussed them with the homeowner.    Taylor Morrison is not responsible for the homeowner maintenance items on this home. It is...

unfortunate that the homeowner disagrees with the warranty period agreed to at the time of purchase.

Taylor Morrison will continue to stand behind our warranty and address all warranted items pursuant to the terms of Mr. [redacted]'s New Home Purchase Agreement and Limited Warranty provided to him in connection with the recent purchase of his home. However, please note that our Customer Service Manager...

(Pat Magee, [email protected], (602) 399-3027) has attempted to make contact with Mr. [redacted] on multiple occasions including March 31st, April 3rd, and April 5th with no return calls at this time. We will continue to reach out to Mr. [redacted] and commit to warrant repairs as necessary per industry and ROC standards.  However, we understandably need Mr. [redacted]'s mutual cooperation (as required by the terms of our Warranty) in returning our calls, so that we may schedule repairs, as needed.  Mr. [redacted] is directed to contact our designee Mr. Pat Magee personally at the contact information above for specialized attention, in lieu of the normal warranty submission protocol.  We were already working on addressing Mr. [redacted]'s concern prior to his delivery of his  Revdex.com complaint and will continue to do so upon hearing back from him.  Otherwise, we understandably are unable to progress.Further, please note that our own communication records and inspections differ from Mr. [redacted]'s characterization with respect to the number and extent of outstanding new home warranty items at issue, as well as our own responsiveness in reaching out to him (as noted above).  Thank you for the opportunity to respond and upon hearing back from Mr. [redacted], we will keep you advised of the progress. Regards, Douglas H[redacted]Vice President - ConstructionTaylor Morrison (Phoenix Division)

Customer Care Manager Pat M[redacted] met with Mr. and Mrs. [redacted] in person on April 7th at 7:00 am. We scheduled this before the homeowner went to work in order to prevent any more time away from work. We evaluated all of the homeowners concerns from the complaint as well as answered all questions.We...

have scheduled all of the homeowners concerns to be addressed on April 17th and have transferred the responsibility to the warranty department to ensure that the homeowner gets adequate care were we fell short previously.Mr. and Mrs. [redacted] were also given contact information to the warranty department so they can retrieve timely information for warranty repairs.Taylor Morrison will stand behind our product, as always, and apologizes for not being attentive enough to the homeowners concerns.

Customer Care Manager, Pat M[redacted], met with Mr. and Mrs. [redacted] Friday 7th at 11:30. During this meeting, we brought our trade partner supervisors to review the major concerns of the homeowner. We have reviewed the concerns of the homeowners and scheduled for warranty repairs of all concerns for next week. No repairs were denied at that time. Although we did reach out and left 4 messages at the number provided on the complaint, it turns out that this is the house number, and not the best contact number for Mr. [redacted]. We have since retrieved two cell phone numbers for Mr. and Mrs. [redacted] to ensure that we have a good line of verbal communication. We have also provided Mr. and Mrs. [redacted] with the contact info for Mr. Pat M[redacted] as well as our Special Operations Representative and our local Customer Care Representative. This will give Mr. and Mrs. [redacted] more avenues to retrieve updates to warranty repairs as needed.We apologize that we started off on the wrong foot with respect to setting and following through on the homeowners expectations. Although many of the concerns brought up by the homeowner may be within industry standards, we appreciate, and understand that this is not in line with the homeowners expectations. This was one issue were we may have not been on the same page in the past. We will strive to meet the homeowners expectations while exceeding standard building practices and will have open and consistent communication going forward.Again, we do sincerely apologize and are committed to following through with the warranty repairs as discussed at our meeting.

Soil erosion is a natural displacement of the upper soil due to rain. Proper erosion protection is needed to help control erosion, and prevent soil displacement. The backyard of this residence is all dirt. It is the responsibility of the owner to install landscape groundcovers to help minimize...

and prevent erosion. By refusing to landscape, the dirt will continue to erode without any groundcovers or plants. Erosion is also specifically noted as a non-warrantable item in the Limited Warranty Policy due to the preceeding observations. (Page 16, section 8.3)The dirt, and minimal groundcover, on the other side of the wall in question is maintained by the local Home Owners Association. Proper landscape maintenance and erosion control, on the other side of the wall maintained by the Home Owners Association, would also assist in erosion. Both the wall in question, as well as the landscaping on the other side of the back wall, were not built, nor maintained by Taylor Morrison.Contrary to the filed complaint, we have assisted with this issue by replacing the eroded dirt as a customer courtesy to the homeowner, although it was not mandated or required.

We sent a letter of explanation you should have received already.  The Homeowner was supposed to call and drop this as well. This registrar letter was sent to you prior to us being able to even respond to the Homeowner!!  Give us a chance to respond in the future first...

please.  Thank you

The Warranty Manager for Taylor Morrison Arizona has spoken to Mr. [redacted] today at 2:04 p.m. Mr. [redacted] has given our paint contractor multiple attempts to address concerns with the front door paint, however the repairs have not been successful. We have since offered to replace...

the door with a new one and the homeowner has accepted. Taylor Morrison has and will continue to stand behind our "Taylor Morrison Limited Warranty" throughout the duration of the warranty period. The Taylor Morrison East Valley Special Operations Representative has been in constant communication with Mr. [redacted] and is the designated point of contact for warranty repairs.