Business Profile

Home Builders

Pulte Group

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Complaints

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

Customer Complaints Summary

548 total complaints in the last 3 years.
149 complaints closed in the last 12 months.

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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:11/29/2023
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.
Closed at end of August 2023 and have items noted at close but not corrected by the builder. We just get promises to correct but no action to correct. 1. Grout job was done poorly and then colored to cover up. Colorant is coming off. 2. HVAC system has three controls with two not functioning properly instead of one 3. The ****** in the yard, sprinkler system needing adjustment, broken sprinkler heads and pipes, and dead tree all of which were noted prior to close. 4. Replace damaged siding 5. Range hood damaged and scratched. 6. Drain in showers not repaired correctly, they removed screws and just left drains not secure 7. Sliding glass door latch not functioning properly and tract loose 8. Loose tub faucet 9. Gaps in ceiling in garage 10. Manual locking arm on single car garage needs adjusting to work correctly 11. Sewer smell in home from two toilets and master shower Builder acknowledged and promised repair. We are now three months post close with no resolution just empty promises.
Business Response
Date: 01/02/2024
Good Morning BBB,
Pulte has been working with ************************* to provide resolution to her concerns. The **** concerns have bee addressed along with other items including touch ups. The concern with blockage in the sewer line has also been provide resolution and video lines to inspect for any possible damage. Spoke to ************************** this past week and services for grout and tile service are in progress.
Please call me directly with any additional information needed on this home.
Respectfully,
***************************** ************
Initial Complaint
Date:11/28/2023
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.
Ive had an open warranty repair opened since 09/27/2023, we have several issues with our home that we closed on 4/2/2023. One of the priority issues is our master bathroom shower, our bathroom shower has been unusable for the past 30 days, we had water leaking into our bathroom, and when the company who came to service the problem, they removed the glass shower doors and walls, and havent been able to get this issue resolved since. This is having a major issue as my wife is in need of having a medical procedure that wouldnt allow her to walk up stairs for 6 weeks, and this is the only shower that we have on our main floor. This is now having direct medical impact on my wife. Ive attempted to work with our local warranty group for several weeks and still havent gotten anything accomplished.
Business Response
Date: 01/04/2024
Coastal *********************** Update to Customer:
"Hello again **************,

Thank you for taking the time to speak with ********* and me today. I just wanted to let you know that I was able to locate a box of the ******** tile to replace the chipped floor tile as well as the two individual wall tiles in the shower. Now that we have confirmed that the material is available, we can have this scheduled for Friday with an arrival time of ****. If this day does not work for you, please let me know as soon as possible.

Please note, that per our most recent meeting with TCI, you can resume use of your shower until Friday. The installer will provide you with further instructions on use following the install. I am waiting on confirmation from JP at TCI that he will be able to install the shower glass the following Monday. Once he confirms, I will provide you with an update. I expect to know more by tomorrow morning.

BT1959119

Thanks,
Pulte Customer Care"
Customer Answer
Date: 01/04/2024

Complaint: 20929516

I am rejecting this response because: the problem is still on going, and still not resolved, we are now on our 2nd company and third attempt to fix this situation. As of this moment, I can not close this case, as the situation is still ongoing.

Sincerely,

*******************
Business Response
Date: 01/10/2024
I have forwarded this communication to the Coastal Carolinas 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 service.
Customer Answer
Date: 01/10/2024

Complaint: 20929516

I am rejecting this response because: This is still an ongoing problem, without a final a final resolution, substantially since this matter arose, other significant problems have also been identified, we are now going on 5 months of this problem, without a final resolution in sight. At this point Im seeking a significant financial compensation to settle this matter.

Sincerely,

*******************
Initial Complaint
Date:11/27/2023
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.
Signed a contract to build new home 7/28/2021. Construction began 12/30/21. Gas initial inspection failed 3/22 due to no pressure in tank. Reinstalled pressure and passed inspection 4/22 When Sarasota County inspector came he advised ** to continue monitoring the level and if it drops 2 lbs of pressure or more to let the builder know. We did as the level dropped from 16 to 8.5 between May and November. We were always told it was a valve left opened. Day before closing 11/21/23 again pressure dropped and it was a valve opened. We became ill and I was treated for several months with what was thought to be sinus infections and severe headache, 3 rounds of antibiotics and steroids no changes, my husband severe fatigue. On 6/20/23 Dr ****** wanted CT head for ***** but she wanted an MRI due to severity of headaches, instead she was advised to go to ER by family ******* decided to have TECO come out since we had all the issues prior. When ****** came he found carbon monoxide coming from cooktop and dryer. Both my husband and I were treated.i insisted on new cooktop and dryer and so Pulte did exchange it. We also hired gas plumber who found a gas leak which TECO didnt find and it was repaired. When gas was rechecked **** now had carbon monoxide in his blood so he had to be revaluated in ER. No bills paid to date. Still not feeling well as of 11/7/23 TECO re-evaluated and found regulator needed to be changed. That was done on 11/15/23. We hired another gas plumber re- evaluate on 11/14/23 and he found the following:Checked gas pressure at the grill shut off, installed a gauge and check for appliances functionality and how the gas pressure is when everything is on. Plumber found out that pressure is a little below 5" water column and is on the low side. Gas is supposed to be about 7"-8" water column.To date 11/27/23 we asked for this to be repaired but when *************** came on 11/15/23 to change regulator he didnt have the tools to test/ repair / find the leak.
Business Response
Date: 12/22/2023
I will be contacting the Southwest ******* 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 ***************** team contact information below to address your *************.
*******************************************
*************
Customer Answer
Date: 12/27/2023

Complaint: 20919298

I am rejecting this response because: our medical bills havent been paid and this is impairing our credit. Pulte has left us without working appliances and a safe place to live for over 2 weeks when this occurred.

Sincerely,

**** And ***********************
Business Response
Date: 01/12/2024
We hope this message finds you well. It is very unfortunate to hear you reportedly tested positive for carbon monoxide. Pulte truly cares about its homeowners and we have concern when being apprised of a concern such as this. Regarding your allegations of the source of exposure, on numerous occasions since June, including as recently as late November, it was confirmed that your homes gas lines and appliances were installed correctly by Pultes subcontractors. To the extent repairs were made by Pultes subcontractors,they were promptly made to minor conditions which could not possibly have caused the reported carbon monoxide exposure. Your homes warranty does not cover your current reimbursement claim for medical bills and food receipts.Pulte respectfully denies your claim to reimburse for medical bills and food.Regarding the appliances, Pulte replaced the kitchen cooktop and dryer hose in the laundry room on Thursday, June 29th. The following day, Friday,June 30th, a technician from TECO evaluated both appliances and did not identify any deficiencies. Pulte will evaluate any future warranty claims for coverage as they are made pursuant to the terms and conditions of the Limited Home Warranty. Please do not hesitate to reach out should you experience what you feel is a legitimate warranty claim. Take care and be well.
Customer Answer
Date: 01/22/2024

Complaint: 20919298

I am rejecting this response because:
Initially our gas inspection failed 4/22 then when it was reinspected by the county 5/22 we were advised by the inspector if pressures dropped 2lbs of pressure or more to notify our builder. We were monitoring the spygnometer and found over the time frame of 5/22 to closing 11/22 that pressure went from 16 to 8.5. We FORCED PULTE on multiple occasions to recheck the gas pressures to determine where the leak was and E**H TIME it was a valve that was left open! (Please see the attached letter dated November 2, 2022 from PULTES SUB-CONTR**TED *************** Gas Plumbers). We also have pictures of the other lawn / paver sub-contractors broke water lines all around the house and ran into the gas line. We have given PULTE numerous opportunities to fix this DEADLY issue, however, they have briefed THEIR SUB-CONTR**TORS prior to fixing any issues, INCLUDING TECO rep ******* After being very ill for months, I was advised to go to the ** but prior we had ****** from TECO come and evaluate our gas. He found HIGH LEVELS OF CARBON MONOXIDE being emitted from our gas cooktop and gas dryer. **************** TAGGED BOTH APPLIANCES. My husband and myself were treated at the nearest ** for carbon monoxide and according to this response, PULTE IS STATING IT IS IMPOSSIBLE TO HAVE COME FROM OUR HOME. We were seen by MEDICAL PHYSICIANS WITH A DEGREE IN THE ** AND THEY ADVISED US OUR HOME WAS THE SOURCE OF CARBON MONOXIDE AFT** A DETAILED EXAMINATION!!!! We are unsure who at Pulte has the credentials to determine that.
While we were going thru this, our warranty person at that time ***************** wanted to have the cooktop repaired but we refused given the nature of the incident so they ended up replacing it. THIS LEFT US FOR 10 DAYS WITHOUT WORKING APPLIANCES OR A SAFE PL**E TO STAY. (This caused us unnecessary expenses for food and living) within the next week, we hired a gas plumber to come to our home and evaluate the pressures, they found a GAS LEAK at our water heater which ****** from TECO - NEGLECTED TO FIND!!!!! (Please see the attached report and bills). Now, after 10 days the gas cooktop was replaced. **** then was contacted to recheck the gas pressures and make sure our appliances were safe to use. At this time EMS also came and found my husband had carbon monoxide in his system. They transported him to the nearest ** and his medical team were extremely concerned since our gas to the appliances had been turned off for 10 days. Once again more medical bills and anxiety due to a gas issue that was not properly corrected. Now to continue on - weve been having an odor of what seemed to be a gas smell. We hired a gas plumber to come and evaluate our system and hook up our outdoor sink. (Which PULTEs EMPLOYEE HARASSSED OUR CONTR**TOR AND TOOK THEIR PICTURES WITHOUT THEIR CONSENT - later identified as *******************) They found low gas pressure at the outside gas connection. ( please see the attached report). TECO came back (******) with our warranty person - now *************************** and said he couldnt find anything wrong. I so happened to have a picture of cooking that day with the flames on the cooktop hissing and large orange flames. He said he wasnt sure but thought maybe now it was the regulator and that would need replacement. This was finally replaced on 11/15/23. We are out a lot of money and honestly DO NOT FEEL SAFE IN OUR OWN HOME!!!!
We had a home inspector come on September 13,2023 for our 1 year inspection - it was determined that there was very low air flow in the 2nd bedroom.
Our ** unit has been making a very loud banging sound outside. We have reported this again multiple times since closing. Pulte had CONDITIONED AIR come on different occasions. The second person **** came on October 25, 2023. He did a thorough investigation of our unit. He found very low air flow in the second bedroom and also observed the ** unit outside banging and shaking. He provided my husband with pictures of the areas that needed to be fixed and gave him a verbal explanation of them. When we discussed this with *************************** Pulte district warranty manager and our warranty person ***************************, we were told they didnt have any information that **** had been to our home on that date. Actually THEY CAN NOT FIND THE RECORD TO DATE AND SUPPOSEDLY HE NO LONG** WORKS AT THE COMPANY.
WE GAVE PULTE PLENTY OF OPPORTUNITIES TO FIX THE ISSUES AT HAND AND THEY DIDNT DO IT!!!
Reimburse us for medical bills since they didnt take care of our issues promptly and pay for the repairs of our gas leaks that their SUB-CONTR**TORS were not skilled or certified to do!!!!
Sincerely,
**** and ***********************

**** And ***********************
Initial Complaint
Date:11/24/2023
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.
#centexhomes #pultehomes I have owned what is now my second centex home, the first one had very minor issues, but this recent purchase, which we closed on 10/27/2023 has been a major disaster. We were in the home less then 48 hours when we found out the builder never installed the clothes washer correctly which led to a major water issue into the walls. We further found out when warranty came to look that the tile had never been fully completed under the washer which allowed the water to escape and go from the second level to the first as the water leaked for over 24 hours unnoticed behind the unit into the walls. Further issues, punch list items which were promised to be rectified by the end of the closing weekend still haven't been corrected, our issued house keys, which we were asked not to use until the punch list was completed so workers could access the home, don't work and the only reason we found that out is because our power went out and blew the breaker when we plugged a single TV into a spare bedroom, which led to no power in multiple rooms, a bathroom, foyer, exterior, or garage for almost 3 days. Now about 20 minutes ago when I turned the light on in the master bedroom, the power again shorted out the home, and when I reset the breaker box sparks and flame shot out the switch and tripped the breaker again. No power once again. We have been in the home less than a month and nothing but problems and excuses. Not to mention other issues like the home the morning of walk through not having been cleaned and even when we moved in the next day, still not having been cleaned. I will never recommend or build with this company again. I would love to know who inspected the home, because the multiple inspections the company completed were obviously rushed or over looked. The best line of all throughout this from the building supervisor "I don't have time to sit at your home and fix it because I have 20 other homes to complete."
Business Response
Date: 12/22/2023
The West ** team has been in contact with the homeowner regarding their concerns, and have remained in contact ensure all pending items are completed.
Customer Answer
Date: 12/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** Post
Initial Complaint
Date:11/16/2023
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.
Pulte Homes hired a contractor that has destroyed my irrigation system and ruined my driveway. My homes value has been significantly impaired due to the negligence of their vendor. Pulte has thus far ignored all requests for assistance and is allowing a contractor who has damaged several other homes in the community to destroy parts of my property.
Business Response
Date: 11/21/2023
*** provided an update regarding the ground water issue and has proceeded with fixing the irrigation, relaying sod, and pressure washing. The streets are public but because Pulte constructed them they are under warranty. The ground water issue, which is due to a high water table, the city considered this a warrantable issue and required Pulte to come in and address. All information leading up to the correction, as well as the underlying concern, was explained to the *** and subsequently sent out via email and posted on the ******** page. Outside of the work being done in concert with the *** these final tasks will complete the work. all of this information has been relayed to **************** and he had no further questions regarding the ground water issue at this time.
Customer Answer
Date: 11/21/2023

Complaint: 20878112

I am rejecting this response because my issue is not resolved. Pulte and their contractor have harmed my property through the negligence of their contractor and their lack of due diligence in ensuring that the work was done properly. My driveway now has mismatched concrete, my irrigation system is destroyed, and they laid sod on clay **** (with zero top ****) which will cause it to die. They have the audacity to patronize me with their nonsense response and is another example of the poor treatment of homeowners by Pulte.

Sincerely,

***************************
Business Response
Date: 12/01/2023
Good Afternoon,
Met with **************** at his home in ********** at ****pm Friday December 1st to review concerns with work completed in front of his home. Reviewed the new sod installation and the irrigation settings to ensure proper function. Upon review we observed an area near driveway that needed additional clean up from work performed. The area of sod next to the driveway was walked on and slightly beaten down. The area should rebound within a couple of weeks and if not will be addressed accordingly. A small amount of coarse sand needs applied at driveway corner and at few seams of the new sod. ************** request will be managed by the ************************ to ensure concerns are addressed. Also, reviewed the *** area that contractors utilized for staging equipment. This area is scheduled for restoration and delayed due to the recent weather.
Respectfully,
*************************;
Initial Complaint
Date:11/15/2023
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.
I purchased my home from Pulte Homes. I chose them as my Builder due to their claim of quality from their Model Homes, **************** videos, and endless advertisements boasting this claim. Unfortunately, I did not experience the quality they claimed, and dealing with their ******************* has been an absolute nightmare. I had an extremely long list of issues that took them over 18 months to complete. One of the electrical issues I brought to their attention has still not been resolved. I have two full bathrooms on my second floor that cannot be used simultaneously without popping the circuit. This continues to occur, and we now need to set bathroom schedules for getting ready. Not only have I informed the ******************* several times but I also asked them to escalate the issue, yet they have ignored my requests.Given that Pulte insists their homes are built with quality and specifically has a ******* video boasting how their homes and bathrooms are designed and built for busy families, this is deceptive and unacceptable. I paid almost $500,000 for my home and I am expecting this to be resolved ASAP.
Business Response
Date: 11/16/2023
Our records indicate that we worked with the customer to resolve her concerns. Beyond this we apologize if she is still not satisfied with her home's bath outlets after we have explained that they are performing in accordance with the terms of the home warranty and were installed consistent with the standard best practices of the building industry.
Customer Answer
Date: 11/21/2023

Complaint: 20873139

I am rejecting this response because:

If Pulte's definition of quality means "meeting standard best practices of the building industry"AKA Building Codes, then per the Building Inspectors you are only meeting minimum standards for safety and Nothing Else.

I spoke with the Building Inspectors and they specifically stated that according to Code Article **** (B) - The purpose of the code is to provide provisions necessary for safety and essentially free from hazard "but not necessarily efficient, convenient, or adequate for good service". I have attached a copy of the code (see the section in bright yellow). This means my bathrooms may be free from hazards but they are not functional.

The definition of Deceptive Advertising is any advertising that is false, misleading, or has the effect of deceiving consumers. I chose Pulte because your advertisements and videos state that your homes are built for busy families and your quality exceeds expectations. My home is not built for a busy family and since we need to schedule bathroom times to get ready it falls within the explanation of the Building Code that it "is not efficient, convenient, or adequate for good service".

There seems to be a disconnect between your company's mission/advertising and the department that designs your homes and service department. If this complaint does not fall under the "terms of the home warranty" then please direct it to the department that stands by the quality that you claim. I want this fixed.

Sincerely,

*********************************
Business Response
Date: 11/21/2023
We can only respectfully reiterate that the bathroom outlets perform within the parameters of the warranty and meet or exceed standard industry practices.
Customer Answer
Date: 12/01/2023

Complaint: 20873139

I am rejecting this response because:
This is not about the warranty, please escalate to the proper department that stands by the claims of quality and building homes for busy families. As I have proven by the building code, building standards are meant to protect against hazards and not for functionality. Your claims of quality and meeting or exceeding expectations are deceiving, and conflict with your responses and building plans. Any reasonable person would agree that bathrooms are used daily in a home and not being able to use them simultaneously and needing to plan schedules in order not trip the circuit breaker is not functional, unacceptable, and would not meet anyone's expectations.
Sincerely,

*********************************
Business Response
Date: 12/01/2023
We can only respectfully reiterate that we believe we have installed the wiring in the customer's home's in a quality fashion.
Customer Answer
Date: 12/05/2023

Complaint: 20873139

I am rejecting this response because:
I disagree, since it does not meet a level of functionality to meet a reasonable persons definition of quality and your advertising and claims are deceiving.

Sincerely,

*********************************
Initial Complaint
Date:11/13/2023
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.
Hello, back about a year and a half ago, we had houses built behind our property and they dumped a bunch of dirt which then proceeded to flood behind those houses into our yard and my neighbor's yard, killing our grass and sod while washing away a lot of the landscape. This affected both sides of our property to a point where it is so steep that we have no useable yard but we also can hardly ever walk the property line/yard between houses as it is just mud on any given day. When my neighbor got his fixed under warranty, I spoke with the representative when he came out to survey the area and discuss things with him. He assured me during the conversation that both our yards would get fixed at the same time and that I would not need to submit a new ticket after I asked him specifically if I needed to. I am unsure if he has forgotten this conversation since then but as I have tried to reach out multiple times now he has not responded to any form of communication. Thank you.
Business Response
Date: 12/11/2023
***************************, Pulte ************* Manager met with vendor at the customer's home on 11/15. The issues was resolved at that time.
Initial Complaint
Date:11/13/2023
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.
Pulte Home built my home and handed over the keys after closing in Oct 2021. There is a contractual 11month checkpoint inspection was conducted in Oct 2022 resulting in several repairs to be performed by Pulte as the builder.After the checkpoint inspection was completed, a few issues were raised for Pulte Home to repair on my home.Pulte Homes has completed a few of those repairs with two key major repairs outstanding. They are - Troubleshoot and repair wet concrete in the entry porch area.- The hatch window in the basement is jammed and does not open and needs repair.- Major separation in the sod from the basement walls at the back of our property needs to be repaired.- Cracks in the siding needs to be repaired.Pictures and emails have been exchanged with Pulte Home but no feedback has been received on schedule for contractors to conduct the repairs more a year after the checkpoint inspection was conducted.
Business Response
Date: 11/13/2023
Good afternoon ******************,
Thank you for taking my phone call this afternoon. Please accept my apology for the delay in finalizing your outstanding warranty repairs. As I mentioned on the phone I will work directly with **** as well as another one of our key customer care managers in the field to ensure all vendors have a scheduled date for repair and we will be sure to communicate that to you.
Please see below the list of repairs that still remain and please know I have already shared this list with my team and to start working with the corresponding vendor for repair dates. I will have continuous follow up with you and my team and I will personally hold them accountable to finalize all repairs in a timely manner.
1. yard settlement around the foundation of the home
2. gutters
3. ****** window in glass block for basement
4. wet spots appearing on the front porch concrete
Thank you,
*************************
Division Manager of Customer Care
********************************************* - ******** Division
Customer Answer
Date: 11/13/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:11/13/2023
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 purchased a brand new house in the ************************ on December 29th 2022.From the beginning, it was the worst experience we couldve ever imagined. I wish I could go into detail, but with the limited amount of characters, theres no way to tell the complete story. Throughout the process, we experienced issue after issue. From the first meeting with the project manager, we knew we were in trouble. He was unorganised and unaware of what was suppose to be installed in our home. Instead of verifying he allowed the sub contractors to install the incorrect material, which had to be removed. This continued to happen throughout the build process. We went back and forth with Pulte, trying to have oversight corrected prior to closing. Instead they made excuses to try and get out of making the corrections. We fought so much we were exhausted.We paid $100,00 over ask, and another $185,000 at the Pulte Design Studio for upgrades. Spending $85,000 on flooring alone. We upgraded to tile in all bathrooms, and the most expensive LVP that Pulte offers everywhere else. We are now dealing with LVP, that squeaks, crackles and pops as you walk on it. The flooring company came out, but to avoid taking responsibility for installing the floors incorrectly, they blamed the manufacturer. The manufacturer sent out their own inspector. He spent 5 to 6 hours at our house doing his investigation. Only to conclude they had installed the floors incorrectly. But still they have not taken responsibility almost a year later. We are still dealing with the same flooring issues with no resolution.We trusted Pulte to oversee the different trades during the construction process. Instead we are being left to suffer from the poor oversight. We are dealing with this issue, plus multiple other issues that could have been avoided with proper supervision.We want what we paid for and/or our money back!! We feel we have been taken advantage of by Pulte, our complaint have not been addressed.
Business Response
Date: 11/27/2023
We are in ********************* with this valued homeowner. We are currently working through their concerns, investigating each one, and will address any items deemed warrantable.
Initial Complaint
Date:11/11/2023
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.
Signed a contract for a home from Pulte group on 3/2022, closed on the home over a year later on 6/2023. Although we brought several issues to Pultes attention (we have the evidence) Pulte disregarded them all. Prior to closing, we brought everything up to Pulte again, but were only met with threats of delayed closing, no actual resolution to the issues. For example, a huge portion of our bedroom ceiling was warped and instead of helping, Pulte pushed back our closing and made no attempt to fix it. Given the fact that interest rates were going up astronomically, we didnt have the luxury of postponing the closing for too long. Although we signed an obligation to buy the home and we did, Pulte made no attempt to provide the quality stated in their contracts and other materials. We have been working with their warranty department for several months now in an attempt to get repairs/replacements done, but often the requests fall on **** ears or the repair results in the condition being worse off than it was before. Pulte charged us an extremely premium price for a home and promised us reasonable quality, what we got was a home in used condition.
Business Response
Date: 12/11/2023
Good Afternoon-
I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.
I will be contacting the Pulte, Central ** 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 Central ** team contact information below to address your *************.
**********************************************
**************
Customer Answer
Date: 12/12/2023

Complaint: 20857474

I am rejecting this response because:
Pulte Homes has no intention to honor their warranty. If they did, our last 7 months of interaction with their warranty team would have produced some results, and yet most of the house is in worse shape than when we moved in. The only fixes that have been applied to the house since we moved in have been funded out of our own pocket. When we do talk the warranty team into agreeing to a repair, the repair is done negligently and with complete disregard for avoiding damage to our home. At this point, the only right thing for Pulte to do is allow us to choose the contractors at Pultes expense to rectify the negligence of the contractors theyve been hiring so far. Many of the repairs have been attempted by Pulte contractors numerous times, with no reasonable results.
Sincerely,

*************************
Business Response
Date: 12/18/2023
We are fully committed to repairing all warrantable items. Our ************* Leadership team is in direct contact with the customer
Customer Answer
Date: 06/27/2024

Complaint: 20857474

I am rejecting this response because: We closed on our Pulte home new build on 6/2/2023. Since then, we have submitted numerous warranty claims to address issues with our home. Our extremely sub par build quality led us to having to submit dozens of warranty claims over a one year period, all of which Pulte representatives have acknowledged as issues and agreed to address. Less than a handful of these issues have been addressed, while the rest either fall through the cracks, repair work is never scheduled, or repair attempts result in further damage to the home, while not fixing the original issue. Our home is in worse shape than when we bought it, missing over 100 ft of drywall, damaged doors, and giant cracks in our ceiling. We are stuck in a cycle where Pulte representatives will promise fixes, waste our time with lengthy visits, attempt to schedule repairs, only to either never do it or fail to properly communicate the needed repairs to contractors, and also claiming to have a hard time finding material. Pulte representatives routinely use the excuse that they are very busy and cannot always hold trades accountable for their work, but refuse to allow us to hire our own contractors, even though the warranty outlines that as an option should Pulte fail to be able to meet our needs. We are at our wits end trying to plead with Pulte to fix our home.

Sincerely,

*************************
Business Response
Date: 07/11/2024
We are committed to repairing all warrantable issues and finding a mutually beneficial solution for all parties involved.
Customer Answer
Date: 07/11/2024

Complaint: 20857474

I am rejecting this response because:

I have attached a small portion of evidence to prove that not only is Pulte not committed to resolving warranty issues, but the egregious items that we are having to fight to have repaired should never have existed in the first place. Pulte has stalled and in many instances outright ignored repairs for over a year now. Were we to put our home on the market today, we would not even be able to sell it due to the severity of the damage. Over the last year we have constantly been given the runaround and have needed to restart the entire process simply because people keep quitting. At what point can I stop wasting my time and Pulte actually take over and honor their warranty?

Due to Pulte's failure to honor their warranty and the lack of good workmanship promised in our purchase agreement, we have filed an RCLA claim against Pulte. Pulte has yet to respond to our RCLA notice, further proving their lack of commitment to providing quality homes or standing behind their work. If Pulte is ready to discuss a compromise and not just attempt to force us into more subpar work, we will be ready to negotiate. Otherwise, it seems that litigation is the only way to get onto Pulte's radar, which is disappointing considering how much Pulte charges for their second-hand homes.

Sincerely,

*************************

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