Taylor Morrison of Colorado

Taylor Morrison stands by the policy stated in the Taylor Morrison Limited Home Warranty book Section "Unless more than 50% of the surface is affected, scaling is not covered under this Limited Warranty"

One of our trade contractors, *** *** ***, who had responsibility for this issue, was unresponsive and dropped the ball significantlyWe pushed and were finally able to get them there on on 6/and install the cricket correctly on the roof. 6/they did all roof
repairs. On 6/and 6/6, we have a contractor scheduled to abate any microbial growthWe apologize to the customer for the delay on this issue

Taylor Morrison is committed to honoring all warrantable items as outlined in the Taylor Morrison Limited Home Warranty. Mr*** was notified on 8/26/that the entire garage slab will be replaced as the standards for replacement were met. We are scheduling that replacement
along with any outstanding warrantable items directly with Mr***Regards, *** ***

Initial Business Response /* (1000, 9, 2015/11/09) */
Taylor Morrison admits no wrong doing and stands by the contract with Mr***, however Taylor Morrison has decided to return Mr***'s earnest money and has terminated his contract per his wishes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me after much debate.
Sincerely,
[redacted]

Taylor Morrison is willing to view the driveway. However, according to Taylor Morrison Limited Home Warranty book Section 21.6 "Unless more than 50% of the surface is affected, scaling is not covered under this Limited Warranty".

Initial Business Response /* (1000, 5, 2015/09/11) */
We are in receipt of the items noted above with the exception of the brick matter. Please send all warranty claims directly to [redacted]@Taylormorrison.com to assure that item is in the warranty system.
Regarding the siding, that work...

order has been processed and was scheduled to complete by this week and requires no presence by the homeowner due to it being on the exterior of the home. All other interior items will need to be scheduled between the hours of 8AM and 4PM Monday through Friday per the terms of the Taylor Morrison Home Warranty. Pending access to the home, Taylor Morrison stands ready to review and correct the remaining interior items.
Thank you,
Taylor Morrison Homes

Initial Business Response /* (1000, 8, 2015/10/13) */
[redacted] did in fact adjust the closing timing, but the primary reason was due to an outside lender not able to meet the determined closing time frames after missing an appraisal inspection. [redacted] did not charge the homeowners...

as specified in the purchase contract as a result of the misunderstanding.
This discussion was had prior to the actual closing and was deemed a resolved matter at that point in time.

Initial Business Response /* (1000, 9, 2015/11/19) */
On 11/19/15 Taylor Morrison spoke with the complainant in regards to this case. On 9/9/15 Taylor Morrison and the complainant went into a mutually agreed upon contract for the purchase of a home. Part of this contract stated $500 of the...

$10,000.00 deposit money would be held if the complainant decided not to proceed with the purchase of the home due to a home to sell contingency. When Taylor Morrison spoke with the complainant on 11/19/15, the complainant reassured Taylor Morrison he understood these terms of the contract, but wanted Taylor Morrison to refund the full $10,XXXXX deposit anyway. Taylor Morrison told the complainant they would hold to the contract agreed upon, and only refund $9,500.00 of the deposit money. Per the cancellation agreement signed by Taylor Morrison, the projected timeline for the refund check is 20 days after cancellation. However, in this situation the check was not refunded according to this timeline. The cancellation does not state that the full amount of the deposit will be refunded if this timeline is not adhered to. A check was written to the complainant in the amount of $9,500.00 dated 11/2/15.
Initial Consumer Rebuttal /* (3000, 11, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from TM is NOT acceptable. TM is holding us to contract terms that are not firm (they have proven/agreed to the fact that they have the authority to waive these terms, the VP of Sales simply refuses to authorize the waiver), and at the same time, they have breached the terms of another contract of theirs and refuse to provide any remedies for this breach. A double standard is being enforced at our expense. Not to mention that the only time we were contacted by TM regarding this issue was after submitting a Revdex.com complaint and making a call to the Division President. All previous inquiries were ignored.
To reiterate, here is a summary of the events leading up to the complaint:
1. We were told the $500 fee can we returned with an authorization from the VP of Sales. In addition, TM originally sent us a cancellation agreement with language stating the full $10,000 deposit would be returned to us, which affirmed this. The contract contained the following terms:
"On or about 9/9/2015, the Parties executed a Purchase Agreement, Escrow Instructions and Deposit
Receipt (the "Purchase Agreement") whereby Buyer agreed to purchase property address (the "Property"); pursuant to the terms of the Purchase Agreement, Buyer has paid
Seller $10,000.00 comprising the total Earnest Money Deposit, the Optional Items Deposit, and all other monies paid by Buyer to Seller (collectively, the "Deposit"). Subsequent to the Parties' execution of the Purchase Agreement, Buyer requested the return of the Deposit and to be released from the Purchase Agreement and Seller has agreed to terminate the Purchase Agreement and refund the Deposit to Buyer in the time period set forth below:
THEREFORE, the Parties agree as follows:
Cancellation of Purchase Agreement; Return of Deposit. The Parties agree that the Purchase Agreement and all rights and obligations of the Parties thereunder are hereby terminated. Seller shall return the Deposit to Buyer within twenty (20) days of both the execution of this Cancellation Agreement by both Parties and the clearance of Buyer's original Deposit check(s)."
2. We executed the agreement referenced above (and the TM sales rep executed the agreement as well) and days later received notice that it was VOID and were given a replacement Cancellation Agreement that stated a $500 fee would be kept.
3. We attempted to contact TM regarding the change in agreements and were told we had to contact the VP of Sales. All attempts to contact the VP of Sales were unsuccessful as he ignored all of our calls and emails.
4. Meanwhile, we expected to at least receive the $9,500 within the 20 days specified in the Cancellation Agreement and did not receive any funds FOR OVER A MONTH. Per the contract terms, in both Cancellation Agreements, TM is to return funds within 20 days. They had THREE opportunities from the execution of the contract to write a check to us (they cut checks on the 30th and 15th of each month) and they did not abide by these terms. They will not provide any remedies for holding onto $10,000/$9,500 of our money for over a month. There is clearly a cost associated with having funds in the hands of TM for such a long period of time (i.e., cannot earn interest or otherwise invest or utilize these funds while in the hands of TM)
5. To resolve the issue, TM needs to refund us the remaining $500. By doing this they will be honoring the representations made to us (i.e., statements about VP of Sales' ability to waive the fee and originally sending us a contract stating the full deposit would be returned as expected) and compensating us for their breach of contract (i.e., holding our funds in excess of the time allowed per their contract).
Final Business Response /* (4000, 17, 2015/12/02) */
Taylor Morrison has reviewed this again and stands by the previous decision to hold to the agreement signed by both parties.
Final Consumer Response /* (4200, 19, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is completely unacceptable for such a large corporation to take advantage of consumers like this and simply pick and choose which contract terms it will abide by. Furthermore, this issue could be easily resolved: Taylor Morrison has proven they are capable of accommodating a full refund. This IS an option. Simply choosing not to isn't acceptable.

(The consumer indicated he/she DID NOT accept the response from the business.)
The only way that I was...

able to get [redacted] to come out in the first place was by letting him know I would be going to the Revdex.com and to his supervisor with Taylor Morrison, that seemed to make him realize how serious the issue was. While some one did come out to address the cracking grout in our home their solution was to take clear caulking and cover over the cracks in the grout (both within and outside of the shower) in our master bathroom. This changed the color of the grout and the cracks in all locations have since resurfaced. We have already let [redacted] know that this issue needs to be addressed and he has put it on our work order for 1/5/16. However, at this point my assumption is that the same technique will be used to try and repair the situation again which if it did not work the first time, why should we think it will work again.

Based on our meeting on July 13, 2016, Taylor Morrison committed to sending a surveyor to investigate the lot to the Northeast ([redacted]) as a courtesy to ensure that lot was draining as designed and performing to the initial standards that were set at the time of close.  This home is now occupied and in the process of completing landscaping in their rear yard.   JVH performed an investigation of the lot and their findings produced results that were within 1” of the original grade certification results.  As such, Taylor Morrison once again recommends the following steps consistent with our discussion on July 13th:   Minimize sprinkler water flow consistent with the CSU watering standards (reference the following link for tips on watering in clay soil conditions):  [redacted]This notes that watering too much during one cycle promotes excessive water run-off, which is what is occurring on the lot.Taylor Morrison has no authority to regulate the amount of water you use, but strongly recommends this is minimized based on the information provided.It should also be noted that your “side to side” condition of how the sprinkler zones were configured by your landscape installer do not allow the amount of water to be adjusted from the top of the grade to the bottom.  This will make watering the upper portion of the slope trickier to keep the grass greener vs. the lower portion of the yard which will get more water due to the drainage direction.  There are many aftermarket products that enhance water absorption on slopes in Colorado clay soil conditions.  Regular applications of these types of products may allow less water to be utilized to keep the lawn consistent from top to bottom. Eliminate mulch in the drainage swale locations as it absorbs water and slows down the flow of water through swales.While mulch is an allowable edging material, it does not drain as effectively as rock and is not a desirable product in the swales as it absorbs water and acts as a dam.Install perforated lawn edging to allow water to dissipate through to the drainage swale (this has been done by the homeowner, but only at the corner of the lot).Taylor Morrison is recommending a continuous perforated edging material to allow better dissipation of water from the sod to mulch or rock transition.It appears that dirt and landscape materials are placed over the bottom of the rear fence pickets, which also acts a dam and further inhibits proper drainage from the lot.  Taylor Morrison recommends the homeowner’s landscaper adjusts that condition accordingly (or modifies the picket height to allow for better water flow).   At this time, no further action will be taken by Taylor Morrison.  We hope the recommendations outlined above will help minimize the conditions you are experiencing.   Sincerely, [redacted] Vice President Construction Tell us why here...

Taylor Morrison met with [redacted] in regards to the property drainage on July 13, 2016.  At that point in time, Taylor Morrison committed to sending a surveyor to investigate the lot to the Northeast of her lot as the issue stems from a combination of conditions on [redacted]’s lot in...

addition to the current condition of the un-landscaped lot adjacent (and down gradient) from her.  Here are the verbal recommendations made during that meeting:   Regulate sprinkler water flow consistent with the CSU watering standards (reference the following link for tips on watering in clay soil conditions):  [redacted]This notes that watering too much during one cycle promotes excessive water run-off, which is what is occurring on [redacted]’s lotEliminate mulch in the drainage swale locations as it absorbs water and slows down the flow of water through swalesInstall perforated lawn edging to allow water to dissipate through to the drainage swale (this has been done by the homeowner, but only at the corner of the lot)It appears that dirt and landscape materials are placed over the bottom of the rear fence pickets, which also acts a dam and further inhibits proper drainage from the lot.  Taylor Morrison recommends the homeowner’s landscaper adjusts that accordingly.   In response to the “desired settlement” below, [redacted] is dealing with [redacted], VP Construction and final decision maker on all warranty related matters for Colorado.  [redacted] will continue to be the point person at the field level (who reports directly to [redacted]) as she has the best information in the most timely manner to be able to report back to the homeowner.  Taylor Morrison will not be responsible for any trees needing replaced as Taylor Morrison does not warrant any live plant material that they install and in this case, the trees were installed by a third party contractor hired directly by the homeowner (see Section 20 of the Taylor Morrison Limited Home Warranty).  Adjusting your watering schedule to minimize water ponding is the best defense for the conditions that currently exist in the yard in addition to the other recommendations above.   Taylor Morrison is committed to ensuring the lot to the east of [redacted]’s home is draining as originally designed.  This combined with the recommendations outlined above will alleviate the current wet conditions on the lot.   Regards, [redacted] Vice President Construction Tell us why here...

Complaint: [redacted]
I am rejecting this response because: warranty work is only partially completed.  We have email [redacted] with the outstanding issues.  In summary the outstanding issues are: interior steps...

need repair, paint cleanup on deck, west side fence repair and landscape/foundation back fill needs to be completed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Taylor Morrison has had many of the punch list items since 9/22/2015 that have not still have not been corrected. Mrs. [redacted] took two weeks off work in October so that she could be home for the sub contractors. Again in late November to early December she took more time off for the same purpose. Mr. [redacted] took time off in January and we are still waiting on resolution of the September punch list and subsequent lists. [redacted] VP of construction and [redacted] with the warranty department have been involved since last year and we still have no resolution. Taylor Morrison is not trying to resolve the issues in a timely manner. They have acted less than professional with the resolution of the issues.Sincerely,
[redacted]

Due to the [redacted]’s filing a legal notice of claim, Taylor Morrison is dealing directly through counsel with this matter.

Initial Business Response /* (1000, 9, 2015/09/24) */
I have been in direct contact with [redacted] prior to submission of this claim to Revdex.com. We are planning on meeting to discuss the concerns. [redacted] stands ready to remedy all valid warranty claims under the terms of the Limited...

Warranty.
Initial Consumer Rebuttal /* (3000, 11, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The VP of Construction did come to my home and meet with me. I showed him the siding - he stated certain expansion of siding is to be expected. I did not get a firm answer that would be replaced where it is bowed out. I showed him the damage to the backyard caused by the construction team. He said "that's what you are telling me" despite the fact that my neighbors confirmed they saw it happend and I told him their construction supervisor confirmed they caused the damage. He said he would look into it. As for the sinking of my lawn - was told they would "re-examine" the current grade and see if it changed -but basically they received a permit to do it the way it was done and it was their intent that water from the homes behind me would flow into my yard. they consider that adequate "water mitigation". They do not do any type of drainage mitigation. For things they might fix I was told that no time frame for repairs would be given. They are very backed up and cannot tell me when any of these things might be fixed. I was told that they are concentrating on getting new home construction done and they simply do not have manpower to address these issues now.I was told that he did instruct the warranty team to have no further conversations with me when I indicated that I would resort to litigation if things under warranty were not addressed. After 5 months I still have no guarantee that any of these problems will be corrected or if they will be, when that might happen. I was told that repairs could be further delayed due to "weather issues".The siding and the lawn damage are easly fixed - I do not accept that this is something that cannot be timely scheduled and repaired. Because of the damage I have been unable to complete my landscaping and patio - though the HOA, which is still controlled by the builder is certainly holding homeowners to the time lines for installation. Their response indicates that they do not yet acknowledge that any of these problems are "valid" warranty claims. This response is therefore not acceptable.
Final Business Response /* (4000, 13, 2015/10/14) */
[redacted] is absolutely committed to repairing the siding at the rear of the home and to ensuring the original grading plan - as compared to the grading certificate which was produced prior to the builder installing the rear yard landscaping - is intact. In the event that grading modiciations are required (after surveyors confirm), [redacted] is committed to those repairs (again, if necessary) and to repairing the construction damage to landscaping at the rear of the lot. This type of repair is completely weather dependent as explained to the homeonwer due to the time of year. [redacted] absolutely stands behind its warranty obligations and will complete the work as outlined above.
Final Consumer Response /* (2000, 15, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the proposal, providing that the work is actually done. A new warranty representative met with me on Tuesday. Shea was the 6th person I have shown the damage to & the first to acknowledge the builders responsibility. She informed me that she was not made aware of the lawn damage & was led to believe I had done my own landscaping. The home was, in fact , landscaped prior to my purchase by the builder. We scheduled a repair date in November. If it actually occurs & remedies the problems I will be satisfied with the response.

Complaint: [redacted]
I am...

rejecting this response because: The drainage coming from the walkway has nothing to do with my adding in a flower bed or 2. The problem is with incorrect grade on the walkway side not my yard. I am still waiting to hear what the paint manufacturer has to say.
Sincerely,
[redacted]

We had been and have been actively working to resolve her items.

[redacted] is the warranty holder and sent an engineer out to the residence to observe any issues.  All items are outside his coverage.  I have called the buyer and left a message for them to contact [redacted] for further clarification.

Initial Business Response /* (1000, 9, 2015/07/06) */
Taylor Morrison apologizes for the delays that prevented the work on the lot next door to [redacted] to be completed due to extensive weather delays in the month of May. That work is now completed and we will work with [redacted] to resolve...

any outstanding issues as a result of the construction next door to her home and explore the request for water bill reimbursement.
Taylor Morrison Homes
Initial Consumer Rebuttal /* (3000, 11, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The backyard is still a mess!
I was ordered by the HOA to weed my backyard. I had to move their temporary electrical box myself to get to the weeds and do some work on my backyard. I had asked [redacted] and [redacted] to move it on July 1st, but it was not done. Back fill was completed on Tuesday, June 30th in the early morning. On July 6th, I reported to [redacted] that I had to move the box and check to see if it was ok and stabilized.
I need the side yard and part of the back yard smoothed out from the backfill and machinery that was all over my yard. Temporary black hoses were added by construction crew to downspouts and need to be removed. Please clean up.
Taylor Morrison needs to apologize for bracing the house next door against mine. According to the City Building Official THEY CAN NOT DO THIS!!! They must accept any responsibility if it has caused damage.
Final Business Response /* (4000, 14, 2015/07/13) */
Taylor Morrison stands behind any and all obligations that were made by the field team as a result of the construction on the home next to [redacted] and will ensure any damage caused to [redacted]'s lot will be corrected. A representative of the Taylor Morrison management team will be in contact with [redacted] to ensure all concerns are addressed by Friday, July 17th.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 21, 2015/08/07) */
Please close this complaint.Yard taken care of.