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

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  CTX Mortgage Company

  2301 N. 4th Street Flagstaff, AZ 86004

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  CTX Mortgage Company

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

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  PulteGroup Inc

  21246 N 260th Ln Buckeye, AZ 85396-2065

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  PulteGroup Inc

  25224 N 54th Ln Phoenix, AZ 85083-5476

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:09/27/2024

  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.

  Pulte Homes hired T.C.I to do cheap labor.. T.C.I has no current LICENSE ..My home has been affected by the incompetence of the people they hire. T.C.I caused the damage..Pulte Homes got the cheap quote with unqualified morons and now I have to fix their ignorant faults

  Business Response

  Date: 09/27/2024

  Could you please provide more information so I can better assist you? Please include your complete Pulte address so I can forward this information on to our team members who will be following up with you directly? I am not able to locate your file with the address or contact information provided. Please advise. Thank you! 

• Initial Complaint

  Date:09/25/2024

  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.

  A *************** claim was filed with Pulte subsidiary PGP Title and Premier Land *************** Company on June 4th, 2024 and a claim was opened August 9th, 2024. Per correspondence and emails, a law firm was assigned to complete the claim. I was given the wrong email address for the law firm twice and have yet to hear any updates on the claim. My claim manager ******* ****** has not responded to repeated emails. I'd like to understand next steps. Thanks

  Business Response

  Date: 09/26/2024

  Below is an email from a representative in our legal department (******* ******) who has been in previous communication with *** *****.

   

  Hi,
  I can put together a formal response, if you would like. However, we hired outside counsel on this issue in August. On August 30, 2024, outside counsel reached out to *** ***** via email ***** me and *** ****** attorney asking him to reach out to her regarding the draft petition that was included in the email. He did not respond. On September 11, 2024, outside counsel again reached out to him via email asking him to respond to her. As of today, he has not responded. I have forwarded her email to *** ***** and his attorney, again asking them to respond to her to approve the petition so the court proceedings can move forward.
  
  Thanks,
  *******

• Initial Complaint

  Date:09/25/2024

  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.

  HI Team,Hope everyone is doing great. We bought a new home in October 26th. It's been almost a year since we moved into our new home, and the tile issue is still unresolved. We have a 6-month-old baby now, and these sharp, uneven tiles are not only painful but also unsafe for her. We moved in on November 10, 2023, and raised concerns by November 21, 2023. Multiple inspections followed, but by February 2024, Pultes team claimed the issue was within tolerance. In response to my concerns, Pultes national director of customer care, suggested to use mats or house shoes. I have also attached the email response. I request the same Pultes national director of customer care, can you please give suggestion to my 6 months baby as well, as she starts crawling what she needs to use for her knees and for hands. How are we expected to live our lives wearing shoes indoors all the time? It's incredibly frustrating to be told to adjust to an unsafe home instead of fixing the issue.I hired a professional tile inspector on March 7th of 2024 and paid $750 as the inspection fee, and she confirmed that the entire floor needs replacement. After months of back and forth, @PulteHomes continues to deny responsibility, claiming that the floor is within tolerance limits. Their response has been dismissive, and as homeowners, we deserve better treatment. How can tiles that cause socks to tear and skin to crack be considered acceptable for living? Ive invited the Pulte team to walk barefoot on our floor to experience the pain firsthand, but they continue to refuse. I can't upload the video which I taken, I can peel a carrot that sharp and uncomfortable thing are there

  Business Response

  Date: 10/10/2024

  The local Central Texas Division Manager of Customer Care has met with the customer personally to asses their concerns. They are actively working to reach a solution for the flooring concerns. 

• Initial Complaint

  Date:09/20/2024

  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.

  The builder provides a 1 year builder warranty an inspection was scheduled and report was submitted but all repairs were never completed despite multiple reminders to customer support. I have been waiting and following up for 8 months now.

  Business Response

  Date: 10/03/2024

  Greetings-

  I apologize for the frustration you have experienced.I can assure you the team will work diligently to review this concern.

  I have contacted the Pulte, Arizona division leadership. 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 Arizona team contact information below to address your home concerns.
  **********************************************************************************
  *************

  Customer Answer

  Date: 10/10/2024

  I have contacted local team as suggested. I will revert in 10 days on further update.

  Business Response

  Date: 10/11/2024

  Per the Pulte, AZ team, this homeowner had 2 items they had requests repairs for. The homeowners were not home for when the trade partners arrived for the service and did not respond to Pulte to reschedule. The repairs have now been rescheduled for 10/17.

• Initial Complaint

  Date:09/20/2024

  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 have been awaiting repairs on our home for ages now. Pulte homes, and namely a warranty manager by the name of, ******** in the ********, ** region have been very unprofessional. ******** consistently disregards our calls, fails to return voicemails, and resists every opportunity arrange for repairs to be scheduled for completion.******** is consistently rude and standoffish. She is in the wrong role. Her demeanor is poor and disinterested in doing the right thing. ******** is a representation of what our Pulte experience overall has been. Problems at every turn. We've been dealing with water issues for the better part of 2 years now. Multiple issues were noted by both our inspectors, as well as, hired 3rd party inspectors by Pulte (arranged by ********). Both inspectors noted substantial issues with grading surrounding our property, as well as, siding and flashing issues. These defects require immediate attention. When asked when the repairs would commence she has the audacity to state that she tried to contact the siding contractor, ****** for repairs and he won't return their calls. So we're supposed to await his call back for months? In the interim, our house continues to take on water during the course of a daily PM thunderstorm. This is absolutely unacceptable.There are still multiple significant problems with construction defects with our home. Truly poor craftsmanship has been noted time and time again. We have 3 bathrooms that STILL all need repairs. Loose sub flooring, cracking grout, squeaking. All of the aforementioned have been reported and confirmed for over a year now. The warranty division of Pulte homes in the ******** is horrible. I do not recommend using them as a builder. They will construct a home that is of poor quality and ridden with major issues. They'll be quick to tell you it's time to close and they'll tackle any loose ends shortly thereafter only to ignore and disregard you even as water protrudes into your home. ********

  Business Response

  Date: 09/24/2024

  The builder has spoken with the homeowner and currently scheduling applicable trade members to address the legitimate repairs at the residence. The warranty team will be working to expedite remainder of services to reach amicable resolution with the customer. 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22312938
  
  I am rejecting this response because:

  There hasn't been any traction on the aforementioned complaint. I received a followup phone call however, the issues that required attention still persist. The repairs are still outstanding as of this date.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/03/2024

  I have forwarded this communication to the Pulte, Southwest ****************** 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 service.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22312938
  
  I am rejecting this response because:
  
  We are still awaiting multiple items that require repairs. Some of these repairs could become catastrophic to our home if they arent handled expeditiously.
  In addition, communication from the leadership team at Pulte is non-existent. After the first phone call, the leadership team hasnt followed up since. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/17/2024

  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.

  Bought a Pulte home in 2020 and have been having multiple things occur in the last 8 months. Concrete 1 inch crack in garage wall about 5 inches long- another starting opposite wall. Can see cracks in walls, moisture reading in floor and water spots in ceiling. Built 2016 truly concerned with foundation/ structure issues

  Business Response

  Date: 09/22/2024

  PulteGroup is committed to providing the highest level of customer service to all of our homeowners.  We stand behind our warranty and the performance standards that make our homes of highest quality.  In the case of this homeowner's request, our ********* ********************** has been in repeated communication with the homeowner regarding their concerns.  There have been onsite visits by both PulteGroup team members and a third party engineer who have confirmed that there are no structural concerns that exist.  A follow up visit has been requested by our ********* ********************** to the homeowner and this has yet to be acknowledged fully by the homeowner.  PulteGroup is making all necessary attempts to administer the work needed that meets the performance standards of the warranty that exists with the home.  Once the homeowner allows the follow up visit to occur, the concerns presented will be able to be fully resolved.  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22298544
  
  I am rejecting this response because: the bottom picture is 1.5 weeks after their visit on opposite side and is now actual deteriorating from what looked like the letter T spreading and appears like dirt in concrete. The cracks in ceiling downstairs not from metal wrapping but ceiling is NOT normal settling and it has 2-3 pretty obvious cracks inside to center of the room that wasnt there before. I have land survey and have spoken to several neighbors who are backed up to the swamp/creek and they had to get foundation redone, new floors and retaining wall built because they experienced the same issues I had reported to the builder. They want a band-aid fix to hold over until warranty expires. But that leaves the actual cause and its affect on us and I already paid 2k on some lie by guy roofing explaining the repairs they would be done bc the FLASH was done wrong. But they failed to do what was explained to my husband and I and salesman quit because of the deception. Would have cost ** but contract voided bc his salesman signed my name. But, irregardless all the issues started appearing 6-8 months ago and the one 1 inch in diameter going upwards which I never noticed in the spring and I blow out garage or sweep enough I would have noticed. Wasnt there early summer either. They were going to put epoxy stuff in it and I clearly stated I wanted no band aid fix and I was told I needed to go by their engineer but I have had home 6 home GCs and foundation repair company refuse to try to fix because it was more than what I or they could see because the rate things were occurring and my veneer wood should not have 262 or higher in moisture coming through and my ceilings would not have multiple cracks in middle of the rooms if the settling of an 8 year old house was done properly even being its a slab. I informed them I was paying for my own engineer and being led to believe they have my best interest after seeing my house is falling in suite with other homes they have built with no real oversight. And when I get the root cause I will get a lawyer since they want to patch vs fix whats causing my 475k home (per appraisal tax value) to be doing this when it just turned 8 years old. I owned a Eastwood home for ***** years and it never did this and made it impossible for me to paint because of all the cracks in and around doorways or ceiling. And the moisture coming up from the veneer wood makes it impossible to actually clean more than once a week with my mop/vacuum which is made for these floors. I would love for it to be fixed but as they stated they wont guarantee the quality would last past the normal warranty so if it keeps getting worse they are not taking responsibility for it and it was their engineer that came up with the plan. So all defects related to the poor quality of building my investment needs to be addressed and repairs made correctly on the inside and outside. But they choose to not do that and after 4 years should not have to pay 20k or more to repair and replace the things that occurred in the last 6 months due to structural defect. I missed a career opportunity months ago believing that they would care and do the right thing which added financial deficit and ungodly amount of stress. ******* knew I was not going to go along with a brief fix because that leaves me holding the bag for all the costs that have occurred and will continue because they didnt want to pay upfront to do it the right way and the other builder in this subdivision did. So, unless they want to repair all the existing issues related to the defect inside and in garage on BOTH sides I will get justice and repairs properly taken care of so I can tend to painting the walls, ceiling and be able to clean my floors more than 1 time a week bc moisture barrier is not as it should be in a house of this age.
  
  Sincerely,

  ****** ****

  Business Response

  Date: 09/26/2024

  The ********* ********************** has attempted numerous times in the past few weeks to schedule a follow up onsite visit with this homeowner.  The homeowner has refused to provide a date and time to allow the next suggested steps from the Engineer to be completed.  Therefore no further work can take place due to the homeowner's unwillingness to provide access to their home.  Furthermore, the additional area in the garage that the homeowner is mentioning is nothing more than a void in the concrete that was likely present since the installation of the garage slab.  It has not changed since the initial onsite visit several weeks ago, despite what the homeowner claims.  In any case, we cannot evaluate that concern because of the aforementioned reason regarding failure to provide access.  
  
  The Pulte ********* ********************** continues to be ready to complete the work necessary per the Engineer and the Performance Standards of the home.  The homeowner however is not allowing access and thus is voiding any warranty work on the home.  So no further action can be taken by Pulte ********* ********************** at this time.  We consider this matter closed.  

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22298544
  
  I am rejecting this response because: they want to put a bandaid on a structural/foundation issue to wear out the warranty and disregard the new cracking in ceiling, the moisture reading in the veneer wood through out the downstairs or the multiple cracking or disintegrating concrete on exterior thats covered or the other side of the garage where the rebar is to hold structure on both sides. Or the water stain from my daughters bathtub that they said was not an issue but apparently the settling has caused over a foot wide water stain on the right side of garage wall so the bathtub leaked water from upstairs to the garage wall. There are 3 additional long ceiling cracks not near the entry doorways since last here in August. And one by the inside on the wall of doorway from garage in the residence. So for a place that was built correctly with great moisture barrier in a matter of 1.5 months since last here is assuring me that they were attempting to put a bandaid on one thing and leaving us to remain in an unstable house that will likely continue on the same path of destruction not only in cosmetics but potentially allowing mold to grow in the wall and veneer flooring because it is not slanting sideways. We are not paying for the damage or flooring that they were made aware of in August because they are lying about the nature of the defect in their building of this home so it will become unsafe and very expensive to repair the cosmetics as well as the true issue. And apparently there must have been cracking in the concrete on the wall under the water stain because there is a different color of cement in the area. As well as the small yet long crack in the floor of the garage which was late in detection because previous owner had painted the concrete floor but is NOW coming through as well as the large X now at the entrance pulling into the driveway and NO ONE ELSE has this problem. So, I would appreciate them actually fixing the foundation issue which is causing the structural integrity and replacing the downstairs floor being I can not clean it like I should because somehow its already read reading high over 242 in various places throughout. It will cost over 20k to cosmetically fix which would not have ever been an issue if they had done the right thing while building the home. So, now they can fix all the cosmetic and structural defects so our investment is actually worth what we are paying for. Time is of the essence because new exterior and interior defects keep arising. Or they can buy it back for the 475k its stated its valued at plus the 25k we put down. There reputation of deceitfulness with consumers is sad and I will not allow them to continue s******* consumers or to say the least my family over because they have no work ethic.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/01/2024

  There is no factual basis to the rebuttal as it remains the opinion of the homeowner that is being shared repeatedly.  Pulte has enlisted an Engineer who provided a recommendation and we are attempting to pursue the work recommended.  The homeowner was previously not allowing this to happen by not providing access and has recently decided to allow us to move forward with the engineer's recommendations so we will be doing that as soon as possible.  Pulte will continue to follow the recommended actions from the Engineer who has provided a stamped letter with what needs to be done.  Outside of this, there is no other concerns that were inspected that need any action.  Pulte continues to stand behind its product and warranty for the home.  

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22298544
  
  I am rejecting this response because: The builder irregardless of the pictures I sent previously are denying they are responsible for the structural defects that are NOW causing cracks on the outside of my house on both sides which is why the flooring is reading high moisture levels. The cracks on the outside were not here when they came out with engineer. I want the defects fixed and my downstairs wood floors replaced and them to take ownership and do the right thing. I missed a career opportunity believing they were going to actually fix but they insist on a bandaid although I have cracks on the outside and neighbors on either side do not. I sent the new cracks to builder I tried to upload.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/17/2024

  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 just purchased a new Home from this builder which a lot of things we dealt, Its a learning process however for the last three weeks or AC unit has stayed on outside. I talked to Mr. ****** ******, which is the manager, and asked for his assistance, which he very rudely told me to contact customer care just today after I promised him I would give them a good survey as long as they fix what they promised that they were gonna fix. I completely believe that this needs better education and better training, specially with their managers and I would like someone from the builders management team contact me so we could resolve this matter .

  Business Response

  Date: 09/19/2024

  We received the customer's complaint on 9/18 and reached out to them the same day to understand more of the concerns. Our customer service person took notes of the issues and re-explained our warranty procedures regarding issues that come up on a home. We will work on finishing any open items that are of a concern and complete those items as efficiently as possible. 

  Customer Answer

  Date: 09/19/2024

  Thats good news that the ** will get fixed. However, my biggest concern I raised with them was what I was promised. The home was going to have a junior suite which was deleted the railing on the stairs looks different than the modeling home which I let go. The junior suite was the reason I purchased that type of home that model specifically and was promised on the orientation that this is how the home will look at ****** ******. I hope we can come to a resolution over this. I appreciate your time.

  Business Response

  Date: 09/23/2024

  We acknowledge that the customer believes they should have certain options in the home. We believe there is a misunderstanding but are currently reviewing all the documents and email correspondence between our sales and construction teams to make a determination. Once we have reviewed this information, we will reach out to the customer to discuss. 

  Customer Answer

  Date: 09/23/2024

  I appreciate the response and thank you for trying to make this correct. I would like to point out that We didnt buy a home that was prebuilt we paid a premium for the lot  to have a home built for us the way we seen the model home so please consider this when you guys make your decision and look at the evidence. Please let me know if theres anything you need from me thank you and have a blessed day.

  Business Response

  Date: 09/25/2024

  Our division General Sales Manager and VP of Construction spoke with the customer on a MS ***** call this morning at 8am to discuss his concerns. The division team listened to the customers issues to understand more of the situation that happened between him and the community team.
  
  It became clear that there is a misunderstanding of the building process, in which, the customer believes he bought a dirt lot and that he should be able to build the home he wanted. We explained that the structural options were pre-selected for the home prior to the start of the home but that interior options could be selected. Furthermore, the foundation had already started prior to purchase.
  
  In reviewing the dates of the start of the home and contract, the structural options were already selected, and that the sales contract was signed after the start of the home.
  
  Structural Options selected                 February 14, 2024
  Foundation/Home Start                          March 11, 2024
  Sales Contract Finalized                        March 30, 2024
  
  We apologize for any misunderstanding of the process, but we do not believe there was any misrepresentation of what would go into the home as the documents do not show the option they are wanting, and that the information was in the contract documents prior to their signature.
  
  With this said, we consider this issue closed and will no longer respond in this forum regarding this matter. However, the customer can continue the discussion with the division and the division will continue to service the home.
  
  Thank You.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22297307
  I would like the BBB help in getting this resolved with a lawyer 
  I am rejecting this response because:
  This is misrepresentation to the fullest and its wrong they know it 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/25/2024

  Per the Pulte, Northern CA division: We have met with the customer and addressed his concerns. Our local ************* Manager has explained our ********************** warranty process and has documented any remaining issues and will be working to get them closed as efficiently as possible.

  The local division is happy to discuss this matter directly with the homeowner, however the conversation was cut short as the homeowner told us he was going to get an attorney involved. At this point, we will continue to service the homeowner's home per our warranty requirements.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22297307
  
  I am rejecting this response because:

  The blame was passed on to me. I felt a little pressured. I dont think this is the right way of going about business. I didnt cut the conversations short I didnt reject anything except no one took accountability for what occurred when I purchased my home. I was showed one thing and sold another unfair business practices, my opinion.There was absolutely no proposition given to me of how we can resolve this

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

• Initial Complaint

  Date:09/13/2024

  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.

  4/30 - offer made. noted incomplete items to realtor. realtor said everything would be complete at closing. 5/17 - Pre closing walk through. Listed incomplete items with builder. builder noted everything would be complete by closing.5/23 - I checked on house and most of the items were still incomplete 5/29 - Closing walk through. Most of the items from the pre closing walk through were still not addressed. I told them I would not close unless I got a guarantee that they would be addressed in a timely manner - (area construction manager) emailed me saying all items were complete. Except counter top and backsplash which would be completed within 3 weeks of closing. - I trusted him, I closed, I returned to the house and the items listed as complete were not complete. manager replaced builder with new builder and said all items from pre closing walkthrough would be completed within 3 weeks.6/24 - warranty took over for builder because items were still not complete 7/1 - I reached out to some people higher up in the org to try and get this completed and see what they would do for me (division president/VP)I have provided a copy of the pre closing agreement with all the items; a number of pdf files with images and descriptions of issues; email thread starting with Area manager saying everything would get completed which also has my weekly updates of things not getting completed; email thread with realtor and builder from pre closing; email thread with VP

  Business Response

  Date: 09/17/2024

  Pulte Homes strives to deliver a level of customer service that goes beyond industry standards.  Our team has been working closely with *********** to address all his concerns at his home prior to close and after.  The community customer care manager is one of the nation's best and our owner is in good hands.  After reviewing the e-mail communications that Mr. ******** has provided, shows that as of September 13th, nearly all the items that Mr. ******** has pointed out are complete.  Pulte will continue to work closely and address all warrantable items.

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22283759
  
  I am rejecting this response because:

  I appreciate the response, and I appreciate the warranty team working on these issues. Unfortunately, this should not be a warranty issue. All of these items should have been completed prior to closing (5/29). I negotiated in good faith and gave 3 weeks to complete these items (6/19). Three months later, the items are still incomplete. If Pulte was negotiating in good faith and was just unable to complete the items by the deadlines they set for themselves, that is understandable, but they still need to find a way to make up for it. If they were not negotiating in good faith, then all of their potential customers need to be aware that this is how they do business. 

  In regards to my request, I appreciate Pulte working on completing the items that were supposed to be completed before closing. But the other two requests are also needed. The warranty should start when the items are completed, and Pulte should find a way to make up for the significant delay.

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

  Business Response

  Date: 09/26/2024

  Pulte Homes of ********** has responded to ****** ********.  Attached is a letter that was mailed and e-mailed on 9/24/2024.  He is welcome to reach out to the Division directly.  

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22283759
  
  I am rejecting this response because: There were some items in the response that I felt did not tell the whole story. I have clarified some of the points in the attached message. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/27/2024

  Please refer to the attached letter. The Pulte, ********************************* has responded customer on numerous occasions regarding their concerns. 

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22283759
  
  I am rejecting this response because: that was the same message that was attached on the 24th. I'm not sure if there was some glitch in the system, but I responded to the message from 9/24 this morning 9/27. Please let me know if my response was not received or if you have a follow up to it.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/12/2024

  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 a home from Pulte in ************** on October 18th, 2020, we closed on June 28th, 2021. We have had many problems with our HVAC system from the start.We have encountered the temperature of the house just start rising, blowing hot air for no reason from time to time. We also had a musty smell that would come and go.We contacted Engineer Air first because they installed it, and we were under warranty.When Engineered Air came out, our handler was loaded with mold spores. They cleaned the handler but never proceeded to clean the lines or replace the contaminated freon. Excuses we heard Pulte did not size your unit for the square footage in your home. Our home is 2206.Our installed AC is a 3 ton. According to ******, a 3 ton in our zone only covers 1501 to 1800 square ft. should have been sized as a 4 ton Nobody flushed the lines before connecting everything, which caused debris build up and contaminated freon. Your blower is bad, we need to replace it. Part is covered but labor is not. In June of 2024, our AC shut down completely. Air Condition Florida determined that our capacitor was bad. A capacitor is a common repair but ours blew up, this cost was $285.00. Nobody else identified this and our AC bills were much higher than neighbors with the same home. On August 15th, the temp started rising again. We called Air Condition Florida again, and he came out on Friday morning.The filter on the outside unit was completely clogged up from construction debris, causing the unit to shut down and blow hot air.Parts were replaced and covered but it still cost us $1,750.00 for labor! I reached out to Pulte: Pulte's response: They agreed to send someone here to inspect and only pay up to $500 because we are out of warranty. This has been going on since we were in warranty, and we just paid $1,750 plus out of our pocket. We cant afford more, that is why we bought a new home to avoid these replacements

  Business Response

  Date: 09/18/2024

  The builder is in direct communication with the homeowner and plans to meet onsite for further assessment in the near future. The documented Ecalcs for the residence in relation to the **** system shows the right sized unit installed in the home. The builder has offered a courtesy evaluation from licensed, professional **** vendor outside of the current warranty parameters. 

  Customer Answer

  Date: 09/20/2024

  We have an evaluation appointment on Monday, September 23 in the afternoon.

  We have no response until after this evaluation takes place as nothing has been accomplished at this time.

  Thank you

• Initial Complaint

  Date:09/11/2024

  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 bought this house a year ago. The backyard has a excessive slope due to low retaining wall. Now there is erosion occurring at an alarming rate. I contacted the Town and they suggested raising the existing retaining wall will be the best solution. Pulte was informed too and they came up with planting few junipers in a small area just behind the patio and dismiss raising the retaining wall few feet. ' Not happening ' was the answer I ***********, After going back and forth they are offering $1K to wash off there hands.This erosion needs to be rectify the right way ( which is raising the retaining wall few feet )

  Business Response

  Date: 09/17/2024

  Though none of the items presented require action by the builder under the terms of the warranty, we have made good faith offers in the past to help alleviate lawn maintenance concerns. We remain eager to extend our latest offer if accepted. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22274494
  
  I am rejecting this response because: Good Faith ? It seems like the whole slope in the backyard is going to wash off in few years ! ( The lawn is maintained from day one and there is NO stopping that erosion until its rectified properly and $1K isn't enough ) 

  I think at this point media needs to be involved .
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/20/2024

  Our latest courtesy offer allows the homeowner to have any customized professional work done specific to his needs and design interest. It remains in place as presented

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22274494
  
  I am rejecting this response because: The 'Customized work' is to correct Pulte's incompetency to properly install the retaining wall to right height. We are requesting $2K for the job to be done properly OR they can install the 100 Ft French drain themselves. Which ever is convenient to them.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/24/2024

  We have updated our previous courtesy offer as a compromise to assist the customer.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22274494
  
  I am rejecting this response because: Erosion can't be 'compromised'. Pulte Group needs to take responsibility of there blunder and fix the retaining wall.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/30/2024

  The wall was built as intended and is performing well. We have an offer in place to help the owner customize any landscaping he wishes to have professionally installed to meet any personal maintenance needs.     

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22274494
  
  I am rejecting this response because: I want to clear this once and for all, I am not doing any customization to the landscape. Pulte has made a blunder with the grading/retaining wall which is creating excessive erosion. I had reached out to the professional who recommends 100ft of French drain to rectify this issue. They are willing to do it for $1800 instead of $2000. It is only $300 more.  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/08/2024

  We reiterate that the wall was built as intended and is performing well. We have an offer in place to help the owner customize any landscaping he wishes to have professionally installed to meet any personal maintenance needs. This offer continues to be made in good faith.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22274494
  
  I am rejecting this response because: ***** ****** visited the property along with town executives. Waiting for there resolve. Otherwise, I have to seek legal counsel.
  
  Sincerely,
  
  ***** *****