Complaints

This profile includes complaints for Taylor Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Taylor Homes

  6100 Hitt Lane Louisville, KY 40241

  
• 

  Taylor Homes Cincinnati

  4570 E Tech Dr Cincinnati, OH 45245

  
• 

  Taylor Homes

  3750 Cold Springs Road Indianapolis, IN 46222

  
• 

  Taylor Homes

  Henderson, KY 42420

• 

  Taylor Homes

  1809 E Blue Lick Rd Shepherdsvlle, KY 40165-5594

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract signed in July 2021. Currently it is May 22nd of 2023. Taylor homes has delayed construction of our house time and time again with no reasonable excuse or explanation. I can’t get a call back from VP of production, *** ****** Many items remain to be fixed and work remains at a standstill for going on 10 days.
  
  Taylor Homes needs to contact me with a plan to cover ALL temporary expenses incurred while building this house the last 2 years. They also recommended an unlicensed plumber for the water and sewer line after the department of plumbing has told them time and time again to not use this contractor.
  
  On top of this, they need to give me a detailed schedule containing the dates the contractors will be out on our job and a definitive planned finish date.
  
  Contract states there’s no timetable for them to complete our build, but there is a reasonable build law in the state of Kentucky. They’re well outside of the timeframe as their competitors built 4 houses in 6 months across the street where we currently live.
  
  Taylor homes has breached their contract. I’d prefer to settle this without involving a lawyer but I’ve been waiting 3 days now for a call from the vice president of production with no end in sight.
  
  There’s also a communication clause in our contract. They have yet to honor this as well.

  

  Business Response

  Date: 06/01/2023

  Taylor Homes has been in communication with *** ****** and is meeting on site 6/1/23.  The superintendent ***** ***** and VP of Production *** ***** are meeting the homeowner this afternoon.  We do understand the frustrations but are meeting to make sure all concerns are covered and ultimately addressed.  

  All work done by Taylor meets and complies with all local and state inspection offices.  Any sub-contractor that a homeowner utilizes must be fully "vetted" or researched to make sure that the work initiated by the homeowner is compliant or will be compliant when that work is authorized.  We do apologize for any frustrations that may have occurred if a sub that we use was also used for any homeowner work that didn't comply with local code enforcement.  That would never be our intent.

  We feel that we will be able to fully move forward with *** ****** addressing all concerns within our contract terms honoring them fully with the conclusion of our meeting and subsequent follow ups.

   

  Customer Answer

  Date: 06/06/2023

  ********
  
  
  
  I am rejecting this response because:
  
  
  Taylor Homes refuses to take responsibility for a guy THEY recommended. How is this on me when the contractor assured me he can do the work and the company backed him up? 
  

  The company as a whole also refuses to understand they are well outside of a reasonable build time for a house. *** was respectful about our meeting, and was honest with me. What it boils down to is the company as a whole doesn’t have the infrastructure to operate efficiently and we the customers are paying for it. Hope *** can clear this mess up for anyone in the future. As for me and my family, we are still very much concerned about the timeframe of this build. Think the issues we have still lie with someone above ***** head. 

  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 06/14/2023

  We agree, the home has taken longer to build
  than any of us would have hoped; this is exactly why we go out of our way to
  not provide a completion date.  Unfortunately, we just can't. The building
  industry as a whole faces delays and challenges every day; that are costly to
  everyone and no one wants. Some delays and challenges with our independent
  contractors and suppliers and some with our customers independent
  contractors and suppliers are to be expected. Nonetheless, we along with our
  valued customers always prevail.   
  
  Lastly, *** Green--our VP of Production--having
  been on our Team for a decade, has full authority and capabilities to help
  oversee the completion. We're confident that *** ******** home will too be a
  beautiful home upon 100% completion and they will enjoy it for many years to
  come. We ask for his continued patience thank him for his business.

   

  Sincerely

  The Taylor Team

  Customer Answer

  Date: 06/18/2023

  
  
  Complaint: ********
  
  
  
  

  I am rejecting this response because:
  it’s been 2 weeks since any work was done on Taylor Homes part. We’ve had very responsive contractors go out there and do work for us while Taylor Homes still isn’t getting anything done. 
  

  Per recommendation of ******* ******, and after many attempts to allow Taylor homes to right their wrongs, a termination notice has been sent to Taylor Homes. This is our best course of action to get this house done. If they have any questions or issues they can reach out to ******* ****** law office in Georgetown Ky. I’ll be using a different general contractor going forward. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Builder in the "Outdoor package" that was sold to us was not properly completed for a "Final Grade" nor could they show us a written standard for a company standard for their definition of what a "final grade" standard is. I now had to hire an outside contractor to fix the issue. Secondly, the accounting office notified the bank that our home was completed construction and to release the last payment resulting in our new home build converting over to a conventional home loan with a higher interest rate. The house was not completed and has now cost us thousands in interest rates for months (Also we have not signed a final walkthrough paper officially closing the construction of our house) We know this because one of the tailor homes representatives told us that in person at our home. We request reimbursement or I take the complaints to the VA and the Kentucky veterans club to boycott taylor homes.

  

  Business Response

  Date: 05/19/2023

  Dear BBB, please allow this to serve as our reply to your complaint # ********, our job #******* We're happy to report that we've made great headway on any legitimate items and are continuing to make attempts to contact *** *** **** ********* to complete the few remaining items.  In regards to their financing, pursuant to the terms and conditions of the signed  Construction Agreement and other supporting documentation, financing arrangements are between the customer and their lender of choice.

  If you need any additional information, please let us know. 

  Sincerely, The Taylor Team

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Taylor Homes to build me a home in October 2021 (final loan approval after a COVID delay with the loan agent). We picked out furnishings in June 2021 and, at the time, Sales Rep ***** ****** informed me that their typical build time is 9 months. They have not yet finished the home as of May 5, 2023.
  
  Taylor broke ground in November 2021. The foundation work was slow and was finally finished in February 2022 (attached). At this point, I recognized and informed Taylor Homes Supervisor *** ***** and Superintendent **** ******** that the the house was backwards (I noticed brickwork showed that the garage exited through the back from a photo my neighbor sent). It took 3 months for them to rectify the situation. I spoke again from ***** ****** who referred me to the VP of construction. After leaving messages, I never heard back.
  
  In June 2022, things appeared to me back on track. At this point *** ***** informed me to have the items I agreed to buy (hood vent, ceiling fans and bathtub) on the property by mid September 2022 for a late September install. Also in June, *** ******** told me that there was no reason I would not be in the house by Thanksgiving. Not only are we not in the house, the items still have not been installed.
  
  I moved my family from MI to TN and had to move them back due to the delay. The emotional distress this is causing my family is excessive.
  
  Currently, the wrong cabinets are installed. I informed *** ******** in March 2023 but this has not yet been resolved. I need this house finished for my kids to start school in September.

  

  Business Response

  Date: 06/14/2023

  Please allow this to serve as our reply to
  your Complaint ********** our Job # ******* We agree, the home has taken longer
  to build than any of us would have hoped; this is exactly why we go out of our
  way to never provide a completion date.  Unfortunately, we just can't. The
  building industry as a whole faces delays and challenges every day; that are
  costly to everyone and no one wants. Like many other industries, these delays
  and challenges are much more apparent this day and time. Some delays and
  challenges with our independent contractors and suppliers and some with our
  customers independent contractors and suppliers are to be expected.
  Nonetheless, we, along with our valued customers always prevail.   
  
  As noted in *** ******* complaint under "Desired Settlement", he
  states "Finish the Job"; rest assured, we will. As 1,000's and
  1,000's of other customers have attested about their Taylor home for over 65
  years, we're confident that *** *** **** ******* home will be beautiful upon
  100% completion and they will indeed enjoy it for many years to come. We
  ask for their continued patience and thank them for their business.
  Sincerely,
  The Taylor Homes Team

  Customer Answer

  Date: 11/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Shortly after filing our initial complaint, *** *** ***** on a call with *** **** ******** pleaded to take down the complaint and give them a chance to “make it right”. As a result, I allowed the complaint to expire based on the very weak rebuttal that Taylor provided in the hopes that things would start happening. However, they have no and I was met with another broken promise. *** ******** shortly departed the company and we replaced by *** ******* ******** Mr. ******* assured me that he would work to quickly finish our home as it only had “about a week’s worth of work left.” Feeling optimistic, we thought the worst was behind us. We were wrong and to this date there has been no meaningful progress. For example, the bathtub we purchased at Taylor Home’s direction for install in September 2022 has still not bee installed. Mr. ******* reported that Taylor Homes was not processing purchase orders. Shortly thereafter, he quiet and was replace by *** ***** and **** **** on September 27th and I received another notification that the new supervisor was **** **** on October 25th. I was in communication with *** **** and *** ***** in October but they have been unable to provide any meaningful updates regarding completion of work and *** **** has stopped responding altogether over the past two weeks. I need so assurance that Taylor Homes intends to finish my home. It is now two years this month since Taylor Homes broke ground and there have been several new builds around my home that have been completed in far less time. This complaint will remain open until we have a firm move-in date. Please finish my home before Christmas and finish hooking up my heat before the weather gets too cold! The unit is in-place and has been waiting for Taylor to complete HVAC for months. Nobody will return my calls, texts, emails, LinkedIn messages (including to Taylor Homes executives) or other pleas for help. Please finish our home.

  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are using Taylor Homes for the construction of our home. It has went past the year mark, increasing our interest rate which increases our mortgage payment and had to sign another lease for our rental (increased rates and will now have to pay a large amount to move out before our lease ends). The home sat pretty much for 7 months without any work. In December, the projects left could had been completed in 2 weeks (ex: painting, flooring, tile for bathroom etc.) Since then, two projects have been completed, painting and concrete poured for our porch. We are in the middle of February and that is all that has been done. I check the house often and no one is ever there working. I reach out to the superintendent, who is over worked, and get no response, usually. In the past, when you email anyone about issues, they gaslight you trying to put the blame on you and refer you back to the superintendent who doesn't respond. This company has been paid in full and the house is just sitting there. Not completed and no one working to complete it. The unreasonable delays have pushed us to consider bankruptcy. They have broke their contract by doing work before submitting work change orders, which we have proof from documents and videos of completed projects before documents were signed. This has happened several times. We just want the house completed so we can move on with our lives.

  

  Business Response

  Date: 05/01/2023

  Our Team just wrapped up another meeting with **** ****** We have reached out to multiple contractors to get the remaining items completed. We will continue to follow up until the work is done.  Mr. and Mrs. ***** are going to talk tonight and get back with us on answers to some of our detailed questions concerning their final grading and a few other items on the home. We will continue to work diligently with Mr. and Mrs. *****.

• Initial Complaint

  Date:02/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since late Nov 22 Taylor Homes has not taken any action to fix items listed on the signed pre-settlement agreement despite being forced to release all remaining construction loan funds to them. I have made numerous inquires with their corporate staff who just defer me to the building superintendent and tell me they want my home to be completed. All lies! Although they are very aware of these items needing completion they continue to not take action. All I need is a painter and carpenter! As a builder their inability to secure contractors (due to the fact they do not want to pay fair market price yet overcharge customers) to build homes has been evident during my very lengthy year long process. Also evident is the fact they do not know how to retain employees. I have had 6 different superintendents throughout my building process and multiple problems (too many to list with this complaint). All I want is for the ~$400K we spent on this home to be done to standard. Why is that so hard for them to do? Very disappointed with Taylor Homes' business ethics and overall customer service. They will never get a referral from us! I respectfully ask the BBB for assistance with this matter not only for us but for the hundreds of customers they have and are currently doing this to.

  

  Business Response

  Date: 05/08/2023

  Our Team met with ** ****** several weeks ago. In doing so, we were able to establish a punch list of items needing to be addressed. Then, ordered backordered materials and started on the repairs last Thursday April 20^th. We have a few remaining items that need addressed. The plan as of right now is to go back this Friday April 28^th and finish the list.

  Customer Answer

  Date: 05/13/2023

  
  ********** 19336369
  
  
  
  I am rejecting this response because:  All outstanding Items are still not complete.  I have expressed this to superintendent 2 weeks ago BUT have not received any confirmed date as to when they will be completed.  Again, Taylor Homes failure to properly close out everything and leaving me wonder, how much longer? We are almost 2 years in since I have signed a contract with them!
  
  
  
  Sincerely,
  
  
  ******* ******

  

  Business Response

  Date: 05/15/2023

  Dear BBB, please allow this to serve as our response to your complaint # ********* our job # 15,226. Prior to reviewing the latest from your office, we had communicated again with *** ****** just this morning. It has been reported that we only
  have 2 remaining items that we are addressing. One is a flooring item that ********* ***** ****** is responsible for and handling as per our request.  The other is ordering parts from GE and installing them as soon as they come
  in. The interior of the home is completed besides the above. *** ****** has been pleasant with our Superintendent but appears to remain unhappy given the time it has taken to get the proper response from the assigned Subcontractors as well as material availability. Nonetheless, we ask for his continued patience; we feel confident that he'll be satisfied with his investment upon 100% completion.  

  Please let us know if you any additional questions.  

• Initial Complaint

  Date:01/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This letter is in reference to the contract entered upon on March 13th of 2021 for the construction of a new home at the address **** ***** **** ********* ** ***** for the agreed amount of $325,801.00. Through legal counsel and professional advising sessions, we have come to the decision to terminate your services and pursue reimbursement for all incomplete work.
  
   We have made multiple attempts to communicate with you and recieve affirmation of forward motion in the progressive construction of our property. To no avail, the construction has been substantially delayed and on multiple accounts with no follow up communication on your part. We have incurred many out of pocket additional expenses in an effort to attain our dream house, and it has come time that we follow the advice of *** ***** ******** and "find some else".
  
       As of January 16th, 2023, multiple areas of the home still remain unfinished or in unsatisfactory condition. We have attempted to, in writing, notify this company of our concerns and were never given a resolution to resolve the issues. These issues include, but are not limited to: the kitchen cabinets painted different colors, the basement floor is cracked, the basement door is not installed, unfinished bathtub trimming, unfinished baseboards, supplies left out around the home, etc.
   
  We have now reached the point of demanding release from the mentioned contractual obligations and reimbursement of the costs necessary to make the home conform to the requirements of the contract.
  
  Kindest Regards,
  *** ******* ******

  

  Business Response

  Date: 04/26/2023

  From 4/10 - 

  We’re making headway in addressing the ******** remaining items. FYI, Working with ****** ****** *********) regarding the color correction at *******.  It will be either of them replacing all product, or re-painting all product same finish.  Brick was delivered last week 4/5 and the labor is scheduled to start tomorrow on 4/11.  The ******** are fully aware of this schedule.

   

  We’re working on exterior items this week, then moving to interior items next week.

  Customer Answer

  Date: 05/22/2023

  I am rejecting this response because: 

  My bricks were fixed, but in the process, my deck was broken. There is many split or lose boards. There is still so much that needs to be done. My cabinets are not fixed and are still different colors. Areas are unpainted. My primary bathroom Is unfinished. I was told someone would be out on May 10, and there has not been any follow-up. Over 20 trim items need to be addressed. My basement leaked in March, and no one has come to test for mold or to replace the insulation that was damaged. I've waited for over a year for my house to be completed, and at this point, I instead get the money and have someone else fix it. 

  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 06/01/2023

  Taylor Homes will continue to work with the ******* family to come to satisfactory resolutions.  Our superintendent, **** ****, has been in contact with the Hammock's and will continue to do so.  **** has been gathering further information specifically to address the cabinet issues.  All that information was compiled and forwarded to the vendor, Carter Lumber, in order for them to fully process and get with the manufacturer for possible remedy solutions.  Once those solutions have been offered, then they will be presented to the homeowner for review and further action.  

  We do apologize for the timeframe of corrections, however the initial offer of correction by the manufacturer was not sufficient to address all the concerns.

  Water intrusion into the basement via a brick leak has been coordinated and worked upon to apparent satisfaction to date with removal of brick, and existing deck taking care to label and remove/replace back to original locations.  

  Taylor will also continue to address any further items remaining unfinished from the initial pre-settlement list and have those addressed/completed as soon as possible.  Upon that completion and resolution to the cabinet concerns the remaining warranty period per contract would remain in effect.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Taylor Homes has been paid in full and I still have multiple issues that need fixed. I finally moved into the house in June, 2022 after a multitude of issues along the way and paying for a mortgage for months on a house I didn't live in. I have lived in the home 5 months now and none of the issues have been fixed yet. I was told by a superintendent that the owner would have been appalled at the condition of the house when we moved in. No one is responding to my calls or text in the last 6 weeks after I was promised everything would be taken care of.

  

  Business Response

  Date: 11/23/2022

  Dear BBB;
  Please
  allow this to serve as our reply to your complaint #1******** our Job # 15,113.
  First,
  we'd like to apologize to Ms. ******* for any frustrations she has experienced
  as we wrap up a few remaining items. Building a home comes with delays and
  frustrations for all involved and we stand behind our commitment to wrap up the
  few remaining items. We've made significant progress recently and hope to have
  the final items completed shortly.  Please note, we are dependent upon
  various contractors, and we will continue to follow up to ensure completeness.
  Lastly, we've been communicating with Ms. ******* and she is aware and
  pleased with the progress as well.  
  We hope
  this address this matter, however, if you need anything further, please let me
  know. 
  Sincerely,
  The
  Taylor Homes Team