Consumer complaint received 2020-10-10
Company: TAYLOR MORRISON HOME FUNDING, INC.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We started a contract with XXXX XXXX in XX/XX/XXXX in the Estates of XXXX XXXX in XXXX, TX. We were initially scheduled to close on XX/XX/XXXX. In early XXXX, a trade flooded our master bath, master bedroom, and master closet. The damage was so severe that they had to replace the carpet, sheet rock in all affective areas, bathroom cabinetry, the wood in our kitchen, hallway, and pantry. This was the start to our horrific experience. Since then, our home has not been made a priority to correct and complete damaged repairs. Both the construction and Taylor Morrison lending teams have performed inadequately over and over again. There have been multiple challenges with our backsplash, interior and exterior paint, drywall, lack of delivery of products, light fixtures, tile, ceiling fans, overall execution, and quality of work. It took them 4 months to resolve an engineering issue with our bay windows my husband identified fairly early in the build process. In addition, we have experienced challenges with communication from our sales agent, construction, and the lending team. We have had 2 construction managers and now 2 loan officers ; countless leaders have walked our home to ensure that productivity, and it is still NOT finished. Taylor Morrison Funding has failed us again ( the first incident occurred on XX/XX/XXXX ) by waiting until the last minute to file our paperwork including our closing disclosure which further delays our closing for the 4th time. We have provided all required paperwork since XX/XX/XXXX and we have supplied them with any additional requests multiple times within hours of their request. We have had our external inspector inspect the home twice due to the limited access during his first inspection. We have expressed our anger several times to our sales agent and the construction managers, however, they have only been able to offer " I am sorry '' and " We are working on it ''. We assumed their leadership was not aware of this chaos since they have not made any concessions to offer any compensation, incentives, credits, home additions, etc for the inconvenience and poor client care their organization has caused. As a final result, we reached out to the Divisional President, XXXX XXXX, on Wednesday, XX/XX/XXXX, to express our frustration and disappointment, however, he too has not responded. This delay has negatively impacted us financially. We have lost 3 renters during this process as it will now be challenging to attract renters during the slower season of the year ( the holidays ). In addition, we are paying for furniture and decor we have not received due as we anticipate the move into our new home. Since our experience, a close friend shared her terrible experience with this builder in XXXX XXXX ( XXXX, TX ) as well. This is clearly the XXXX XXXX/TaylorMorrison business practice. We wish we would have known. We were unaware of the challenges this organization faces and the inability to deliver the product our hearts desired. We received better service and product from XXXX XXXX ( our current home builder ). Especially during this depressing season of COVID, racial injustices, and political warfare, this was supposed to be a happy and exciting time for our family. But instead, we are living a nightmare through this process with no end insight. We expect to hear a response from XXXX XXXX ' leadership team about our experience and how they plan to resolve.

Company response to consumer: Closed with explanation