Complaints

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

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  Pulte Group

  3350 Peachtree Rd NE STE 150 Atlanta, GA 30326-1424

• 

  CTX Mortgage Company

  2301 N. 4th Street Flagstaff, AZ 86004

• 

  CTX Mortgage Company

  2601 Stockton Hill Road Kingman, AZ 86401

• 

  CTX Mortgage Company

  4645 N. 12th Street #100 Phoenix, AZ 85014-4006

• 

  PulteGroup Inc

  10736 E Ellis Street Mesa, AZ 85207

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:06/22/2025

  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 purchased our pulte home in 2017. We have had issues with shoddy work that was done, but the most concerning is the ac unit. We have a four story unit townhouse and our ac unit is not equipped to handle the house we have. It is way under what it should be according to everyone. Our top floor is 80 degrees now and it shouldnt be this way. We had multiple people come out and tell us itll be at least 15k to get a unit that should have been put in. This is my first home and I didnt know how pulte would take advantage of me like this.I would like a unit that should have been put in initially or I may have to go higher up unfortunately which I dont want to have to do. I really feel taken advtange of. Amicably would be preferable. Please be an honorable company and do the right thing

  Business Response

  Date: 06/26/2025

  My name is Joe Cunningham, and I am the Director of Customer
  Care for Pulte homes Mid Atlantic. I have reached out to Mr. and Mrs. Ayscue
  via phone 6/23 to discuss their concerns. 
  

  The main concern that was expressed over the phone to me was
  that their current Pulte installed outdoor a/c unit was not the correct tonnage
  per their consolations with a 3rd party HVAC company. The Ayscue’s also noted
  that their top  4th level is a significantly higher temp than the other 3
  levels which they feel supports their case.
  

   I have researched and
  confirmed that the a/c unit installed in their home which is a 3-ton unit is
  correct per the Pulte plan and design for their home and would not be
  considered a incorrect install. 
  Respectfully Pulte will not take any further action on this
  request.  The home is as the home is currently 4 years 9 months passed the
  2-year Pulte Hvac warranty. 
  
  It would be recommended for the Ayscue’s to complete a
  balancing service to target more air flow to the top level which will naturally
  stay hotter because heat rises. 

  Regards

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23504479
  
  
  
  I am rejecting this response because: a 3 ton unit in no way shape or form is enough for a 3200 square foot 4 story townhome

  
  
  
  Sincerely,
  
  
  
  Elizabeth Ayscue

  Business Response

  Date: 06/27/2025

  Respectfully our stance remains the same.  We are confident that the home was delivered with the specified a/c equipment per the original plans.  Furthermore, Pulte's warranty for hvac is 2 years from closing which is currently 4 years and 9 years expired.  We consider this matter closed on our end and respectfully this will be our final response. We strongly recommend the homeowner pursue hvac balancing and damper adjustment to achieve more airflow to the top level which will naturally be hotter in the summer months due to heat rising.

   

   

• Initial Complaint

  Date:06/16/2025

  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.

  On April the 17th I filed a service request to repair or replace scratches to some of my windows and a door glass in the back of the house. I had not noticed them prior to moving in on February the 25th of 2025. On April the 24th a customer service representative came out and saw them. It appears they most likely were done during the construction cleaning process. On May the 7th coverage was denied based on I didnt see it prior to closing. I asked if the window company would cover it and they denied it. I also asked twice for the name of the cleaning company so I could precede to ask them for coverage. On May the 28th I received an email denying the coverage of damage again and their refusal to provide me with the cleaning companys name. It is clear the damage was done prior to me moving in and its not noticeable unless the sun hits the window and it was a cloudy day when I saw the house prior to closing. I dont know if the windows were cleaned before that date or after. I closed on the 14th of February and moved in the 25th. I would first off it doesnt matter to me who covers the cost as long as its done. I need to know what company did the glass cleaning and who to contact.

  Business Response

  Date: 06/18/2025

  The following email was sent to the homeowner:

  Good morning,
  
  Thank you for bringing your concerns to our attention. We have thoroughly reviewed the comments submitted to the Better Business Bureau, as well as the details of your warranty claim.
  
  Prior to closing on your home, a comprehensive walkthrough was conducted with the Construction ********************* Manager, and yourself. During this inspection, any issues were documented and addressed accordingly.
  
  Please note that scratches found after closing are not considered warrantable items. At the time of closing, you signed documentation outlining items that are excluded from warranty coverage, including scratches on windows and glass surfaces.
  
  We understand your concerns;however, based on the terms of the warranty and the documentation signed at closing, we must respectfully deny this request.
  If you have any further questions or need clarification, please dont hesitate to reach out.
  
  Thank you,

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23477196
  
  I am rejecting this response because:One thing I did ask for in the complaint is the name of the company or people that did the window cleaning prior to me moving in and prior to closing.  They have refused still to provide that information.  I would also like to know, in addition to the company or people that cleaned the windows the date they cleaned them.
  
  Sincerely,
  
  **** Via

• Initial Complaint

  Date:06/16/2025

  Type:Product 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.

  This was my first time purchasing a home directly from builder and starting from scratch the build process. I chose Pulte with great excitement, however the sales person pushed a lot of additions automatically and in the excitement I did not realize it. He pushed gourmet kitchen and other stuff which with my budget, I should have not selected or given more thought. Plus he told some information which later on turned to be incorrect. I was super confused with the deal and cost of home. Further It kept on climing as I went through design process.Later his manager gave me an exit path but gave me only 2 hours to decide and I could not decide within 2 hours, it was too much pressure. Although that same weekend being Anxious and further discussion with my family I decide I did not want this house, it was too much for me to afford. I sent and email to the sales person and he put me in default immediately without any discussion. Few days later, even pulte mortgage denied my application , however at that point I was already defaulted. I requested a refund but was put to default. I feel this was extremely pushy sales tactics. The sales persons manager never gave me a realistic chance to evaluate and back out. Those dollars were hard earned tax paid money. I would request someone at a higher level to help and refund some portion of the ******* money if possible.

  Business Response

  Date: 06/17/2025

  Our general sales manager worked with this buyer during the cancelation process.  After the home went under contract, the buyer complained about the option selection and stated that our competitor would give him a better incentive.  When the buyer started talking about canceling the contract, our sales consultant and General Sales Manager were very clear in communicating that choosing to cancel the contract would be a default and result in the earnest money being retained.  As an alternative to canceling the contract, we offered to move his earnest money to a different home or community.  This offer was declined.  The buyer had ample time to decided on the home purchase before going under contract and made the decision to cancel the contract.  We followed the process as described in our sales contract and retained the earnest money.  This decision is final.

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23473776
  
  
  
  I am rejecting this response because:

  
  
  1. The response is inaccurate, I was not given an option for a different house or community. That never came up.

  2. There was a communication mixup by sales representative, he promised me butlers pantry without few things and later on it tuned out some of those options if added were costing 6 to 10k more which was not acceptable to me. For the same the manager gave me 2 hours to blackout but 2 hours were not sufficient for me to take a decision. I decided the same weekend that I did not want the house and send an email due to which I was out on default. If manager could let me go for the 2 hours why could he not let me go 2 days later? Isn't this pressure tactics?

  3. I would request someone from the sales team higher than the manager give me a call and hear to my plea. 

  
  Sincerely,
  
  
  
  Darshan Ahuja

  Business Response

  Date: 06/26/2025

  I have forwarded this communication
  to the Georgia team for any follow up that is necessary. They will be the
  best avenue to work with, as they are working with the details of your sales agreement.

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23473776, and find that this resolution is satisfactory to me.

  The sales manager did her part to tell me I could not get my money back per contract , however I still feel the sales tactics in my case was very aggressive and as consumer I should not have been required to pay too much money to a builder as final price is not determined till design process is completed. Lesson learned the hard way! I would still request pulte group to consider my unique situation and see if something can be done.

  
  Sincerely,
  
  
  
  Darshan Ahuja

• Initial Complaint

  Date:06/14/2025

  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.

  My wife and I started the homebuyer process with another builder/mortgage company. However, after meeting with the delightful sale, staff at a Pulte event, chose to go with Pulte homes. So the start of our home buying process picking a home being excited all started out amazing. Everyone was communicative, responsive, and seemed to be engaged.Part two lending loan processing closing a complete effing nightmare! Theres so many similarities from the previous complaints. Other borrowers online have stated all right in line with the experiences. We are going through right now. In order to dictate these experience properly, Im going to break it down in three phases Phase one the loan consultant at first decent supportive experience Phase 2 consultant processor: the first set of Wheels of the train start to fall off. Tif, constantly submitting documents, three or four times explaining myself repetitively asking questions with Little to no response to only get asked the same questions again wanted toknow why I didnt have them answered. To then answering those questions and then being asked again,. Then waiting until the last day to get these items to the underwriter. I had to walk her through my bank statement, physically showing them the exact information I had forwarded time and time again that was already there.Phase 3. Was supposed to be a joyous occasion with a closed date of June 10 was only blown up by an email. Thats right an email not a phone call not a heads up but an email stating sorry Mr. ***** we did not complete the VA appraisal and try to blame the VA in which it was the underwriter or whoevers fault for not requesting one in a timely manner. Phase 4 VA appraisal was expedited. I personally called the VA the day it was completed. Got the reference number then communicated that to the team only told they didnt have it. I had to have a VA representative call Pulte and then at 6:01 Eastern standard time miraculously its there. Still no close date.

  Business Response

  Date: 06/26/2025

  Greetings-
  
  I will be contacting the ******* division leadership now. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.
  
  For your convenience, please use the local Pulte, ******* team contact information below to address your concerns.
  ***********************************************************************
  *************
  
  Have a good day. 

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service 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.

  Pulte Group owes us $600 for the *********************** services) that were NOT paid by them. We were billed by the water services company, and Pulte said they would be reimbursing that money to us via a check. We have been trying to contact Pulte's customer service team( working with *** named ****** *******) and our local Sales ***: ****** *****, but even after multiple false promises made for almost 5-6 weeks we STILL HAVE NOT yet received the reimbursement check. This is an extremely frustrating experience and Pulte's customer service team as well as the local sales team has *** unresponsive. It's been 6 weeks already, and we still just are getting false promises from the Pulte team, stating that the check will be mailed as soon as possible. We expect this to be resolved soon and after multiple failed attempts working with the customer service team, we have to file this complaint with a hope of receiving the reimbursement money soon. Hope to hear back soon! Thanks

  Business Response

  Date: 06/13/2025

  The check they are referring to was issued and mailed, however to the wrong address.  They were notified of this and that a new check was being issued.  This check was issued yesterday and mailed overnight.  They will be receiving said check today.  

• Initial Complaint

  Date:06/08/2025

  Type:Sales and Advertising 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.

  I live in *************** and was set on a Pulte home, nice floorplan and decent area. That is, until I found out that they're advertised price is false. The list price shows a best case scenario with incentives and is not the true price as incentives are not always used for total price deduction but may be used for closing costs, interest rate buydown etc. List price should be list price followed later on by any deductions or any incentives-' but pulte is working backward with false advertising.Pulte's MLS pricing strategy is unethical. The advertised prices reflect incentives that are not guaranteed to all buyers, and this was not clear in the listings. After looking at homes of interest we then discussed with the agent and got the real prices often 30k to 50k higher than listed posted price. I believe per *** and *** regulations, any incentives that are conditional such as using a preferred lender should not be deducted from the list price unless clearly disclosed. Indeed this represents false advertising and manipulation of data.

  Business Response

  Date: 06/23/2025

  We are more than happy to explain pricing and our marketing policies.  Any customer or potential customer is free to reach out to one of our many sales managers to inquire about our pricing policies.  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23442121
  
  I am rejecting this response because:

  Pulte/*** ****** marketing strategies violate ethics rules such as those in the fair housing act as well as provide misleading information. Instead of advertising the true price you can expect to pay for a home they advertise the price with all of their "incentives", deals and using their in house moetgage originator. They show the best price possible and do not advertise it as such.  This likely violates some sort of MLS rules also.
  Advertisements should not contain false, deceptive, or misleading information about the property, its features, or its availability.
  Sincerely,
  
  *** *******

  Business Response

  Date: 06/26/2025

  Greetingd-

  I have forwarded this communication to the Pulte, ********** team for any follow up that is necessary.  They will be the best avenue to work with, as they are working with the details of your sales agreement.

  Thank you!

• Initial Complaint

  Date:06/02/2025

  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.

  4 Years Later and Still Waiting Disappointed by Quality and ************* We moved into our newly built Pulte home nearly four years ago as a family of four, full of excitement and hope that we were investing in a high-quality property. Unfortunately, the reality has fallen far short of expectations. From day one, weve been faced with issue after issueranging from structural concerns to poor craftsmanshipand after years of trying to get things fixed, were still battling unresolved problems.Issues:Unstable floors The second floor feels unstable to this day. On the first floor, walking across it causes glasses in our cabinets to clink, there is literally a bounce to the floor and nothing has been done to fix it.Poor flooring installation Weve had multiple contractors attempt to fix the luxury vinyl plank flooring (at least 4 separate visits), but the same issues persist: planks lifting and separating. No final resolution, and now our calls and emails go unanswered. We even had an independent assessor come out and look at the floors. The results were never completely shared with us though I requested it several times.After years of trying to work through their service department, weve received no lasting fixes and no accountability. It feels like Pulte ran out the clock on our warranty, then disappeared. Our emails and calls now go unanswered.Weve tried to love our homebut at this point, frustration has replaced pride. If youre considering building with Pulte, be warned: the initial sales pitch sounds great, but once youre in the home, the support disappears and youre left with the consequences of rushed construction.If this is the standard for quality and customer care, I would urge anyone considering building with Pulte to think twice. I hope this review receives the attention it deservesbecause were still waiting for accountability and resolution.

  Business Response

  Date: 06/04/2025

  The Pulte, ************-********** Division Manager of ************* called and spoke to the homeowner to understand the concern. Pulte has reached out to the manufacturer and the installer to understand the service history. Our records show that we declined this request originally due to the manufacturer stating the damage was caused by the homeowner. DM will follow up with homeowner once she has additional details.

• Initial Complaint

  Date:05/31/2025

  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.

  I bought a new house about two years again and my yard was supposed to be fix Pulte said they had to regrade I could not move in but did later now drain problems I feel like they should pay for two French drains which will cost me around ******** I spent ******* on a new house very disappointing in company feel they should fix this need two French drains now which should have been put in then very disappointing in buiider Pulte.

  Business Response

  Date: 06/11/2025

  Greetings-

  Thank you for reaching out. I will be contacting the PulteGroup, Northeast FL division leadership now regarding your concerns.The leadership team will evaluate your concerns and have the appropriate person follow up with you asap.

  Thank you! 

• Initial Complaint

  Date:05/28/2025

  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.

  After purchasing the home we started to hear a lot of noise when walking in the shower. We sent in work orders to have this fixed since it was still under warranty. Instead of fixing the issue correctly they continued to try to modify the repair in their favor because it would be cheaper for them to fix it this way. We continued to send work orders I. Because the problem continued to preset. Once again the builder sent out the same plumbers to try to fix it again. I continued to send work orders in and videos of me stepping on the so called fixed floor and after speaking with upper management was told that what they did was a favor and that they usually do not do these things. I went back and did some work to find out if the original installation of the pan was installed correctly. It was not, you can see the gap under the shower pan were no concrete was put to support the weight of the homeowner without the noise overtime you stepping into the shower. I asked for it to be repaired correctly which would have required them to pull the tile off the wall and pull the shower pan and reinstall. Pulte told me that they were not going to do that. I explained to them that buying a house over half a million should have required them to install a shower pan correctly. The response I was told was if you dont like the decision you can go through and reevaluating process. Seems that what they told me early on about not forgetting the customer went right out the window. Very disappointing that Pulte could not just fix this issue correctly. I would like this to be fixed correctly but I dont think they will live up to there quote to me.

  Business Response

  Date: 06/06/2025

  Hello,

  When we receive a request for service, we will always allow the original installer to correct any unintended errors.  Our trade partners provide the warranty services in accordance with Pulte's limited warranty.  The original installer evaluated the installation and injected additional support under the pan to support the pan. The original installer has completed multiple evaluations of this installation and stands by their work.  In the effort to resolve the concern, we are having a 3rd party evaluate the shower pan installation.  If the 3rd part deems the installation incorrect or incomplete, we will take the required actions.  If the 3rd party evaluates the shower pan to be installed correctly, we will consider this matter resolved.

  *** *****

• Initial Complaint

  Date:05/25/2025

  Type:Sales and Advertising 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.

  I found the sales tactics to be extremely aggressive. I was lied to and provided false information upfront, not given an opportunity to review my paperworkbefore signing.

  Business Response

  Date: 05/27/2025

  Greetings-

  Could you please provide more information so I can better assist you? Please include your contact information, location, and a brief note about the issue you are experiencing so I can forward this information on to our team members who will be following up with you directly. 

  Thank you!