Taylor Morrison Arizona, Inc.

The Taylor Morrison Warranty Department met with the homeowner in person today and scheduled warranty repairs for August 23rd from 8-4. There was originally a delay in communication. We have provided the homeowner with two more direct contact numbers so there would not be any more miscommunication...

in the future.

Taylor Morrison is committed to stand by our home warranty as designated by the Taylor Morrison Warranty Guidelines. This warranty includes repairs to be made within industry standards, which may not necessarily meet the homeowners expectations. The delays, due to cabinets being...

ordered, are from the manufacture. Cabinet parts typically take 3-4 weeks from the manufacture. An appointment is already scheduled for January 4th to address warranty concerns now that the cabinet parts have arrived.

To whom it may concern  In reference to Revdex.com claim # [redacted] Taylor Morrison entered into a Purchase Agreement with the customers on 11-29-2015.   We started construction in January 2016 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 job.I'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 job.Taylor Morrison’s Purchase Agreement allows for a 45 Finance Contingency where a buyer could receive a refund for not qualifying and we went past that point back in January 2016. Per our contract, Taylor Morrison will retain Earnest Deposits as liquidated damages and not seek any further damages from the buyer's.  Best RegardsBob T[redacted] Sales Manager Taylor Morrison

Pat M[redacted] (Customer Service Manager) met with Mrs. [redacted] on 11/30/2016 to discuss these concerns. The items in question are under warranty and are already being addressed. We discussed that we will continue to repair the items under warranty and will replace as needed.

Mr. H[redacted] needs to be specific about what part of my account is different from his. As far as I am aware what I reported to you is 100% accurate. Also I am aware of no contact from a Mr. Pat M[redacted]. Maybe he should consider updating my contact information if the information he has is not accurate. I have had no problem receiving messages  from other employees of Taylor Morrison, but I have never heard from Pat M[redacted].

Taylor Morrison gave me 60 days to sell my home then added another 30 days ....I followed all the rules laid out by Taylor Morrison to sell my home - some homes don't sell in 90 days and the Real Estate market is very finicky right now.. However Taylor Morrison felt it there right to keep $2000 of my deposit because the house didn't sell

BAD BUSINESS - SELL YOUR HOUSE FIRST - DON'T TRUST TAYLOR MORRISON

We are aware of Mr. [redacted] concerns.  We have been very clear that we will rectify any of the items covered under his warranty.  We will not cover the homeowner maintenance items or surrounding things that were already present when he purchased...

the lot and home. This vague complaint does not state anything specific that warrants any more attention with the Revdex.com.     Please close this complaint as we have addressed his concerns and he understands what we will do and not do on his home.  We will gladly address any other concerns that he has if he contacts our Warranty department for a scheduled appointment.    I appreciate your consideration in closing this matter.  Sincerely Doug H[redacted]

Though Taylor Morrison feels contractually it is in their right to keep the deposits we are refunding the customer money to end this claim.

We are aware of Mr. [redacted] concerns.  We have been very clear that we will rectify any of the items covered under his warranty.  We will not cover the homeowner maintenance items or surrounding things that were already present when he purchased...

the lot and home. This vague complaint does not state anything specific that warrants any more attention with the Revdex.com.     Please close this complaint as we have addressed his concerns and he understands what we will do and not do on his home.  We will gladly address any other concerns that he has if he contacts our Warranty department for a scheduled appointment.    I appreciate your consideration in closing this matter.  Sincerely Doug H[redacted]

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

Taylor Morrison Phoenix will cotact Mr. [redacted] 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.S. mail for warranty correspondence and tracking...

purposes and have no e/mail.      Our contact numbers  are  Phone [redacted]   Address is [redacted]   Fax is [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

The Taylor Morrison Warranty Department met with the homeowner in person today and scheduled warranty repairs for August 23rd from 8-4. There was originally a delay in communication. We have provided the homeowner with two more direct contact numbers so there would not be any more miscommunication...

in the future.

In response to [redacted]. I am sorry she did not receive a calll from our custruction supt. but he was on vacation. We have a process in place that works extremely well and hope she makes use of it to everyones benefit in the future.   If she had called customer...

service or sent in a service request as we have asked her to do at her walk through and as shown in her homeowners manual we will respond the next working day or less for emergency concerns. We called her the next morning and left a message after she contacted our customer service desk.  We await her return call to set an appointment for service.

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.

[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,

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.

Additionally, I am pleased that someone from Taylor Morrison reached out to me today as well as responded to my complaint. I only wish someone had thought to inform me sooner than today that [redacted] had been on vacation from Saturday, November 23rd up until Tuesday, December 3rd; I certainly would not have interrupted his vacation. However, before I closed on my home, my experience had been that, upon an employee's return from a non-business day, phone messages would be returned or if not, another employee from Taylor Morrison would have reached out to me. There was constant, open communication between homeowner and builder; it wasn't one person's responsibility to answer all of my questions and solve all of my issues. If [redacted], the sales associate, did not have an answer, he would get into contact with someone who did, and that person would reach out to me. In the future, I will keep in mind that customer service issues are treated differently as an owner of a Taylor Morrison home. I will take Taylor Morrison's advice and go back and re-read my Homeowner's Manual more carefully to determine how things have changed as an owner vs. a potential owner.

Regards,

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.

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 gave me 60 days to sell my home then added another 30 days ....I followed all the rules laid out by Taylor Morrison to sell my home - some homes don't sell in 90 days and the Real Estate market is very finicky right now.. However Taylor Morrison felt it there right to keep $2000 of my deposit because the house didn't sell

BAD BUSINESS - SELL YOUR HOUSE FIRST - DON'T TRUST TAYLOR MORRISON