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

• 

  Centex Construction LLC

  109 Michael Ave Apt D Madison, AL 35758-8449

• 

  CTX Mortgage Company

  2301 N. 4th Street Flagstaff, AZ 86004

• 

  CTX Mortgage Company

  2601 Stockton Hill Road Kingman, AZ 86401

• 

  PulteGroup Inc

  26285 W Morrow Dr Buckeye, AZ 85396-1258

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:11/09/2023

  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.

  I am filing a formal complaint because Pulte Homes has failed to address several major issues with my forever home that I purchased in December 2022 Many of my neighbors including myself have a major drainage problem. We have all contacted their warranty department and have completed work orders, sent emails with pictures, made phone calls, but nothing has been done to resolve the problem on the streets and at the end of the driveways. We all have to deal with nasty large amounts of smelly standing water even when it's not raining. We have to drive through it to get into our homes and we drag it into our garage every single day. This issue has been gone on for almost a year now, not to mention all of the cracks and missing concrete on the streets that we have also reported that looks really bad and may cause someone to fall and get hurt.There are several driveways with large areas that are now stained with an ugly ***** color due to this drainage issue. The stained driveways look absolutely horrible. When these issues are discussed with the warranty department, they make multiple excuses and nothing ever gets done. This community is for 55 and over, and the nasty green standing water is a safety hazard. The following are health hazards posed by standing water. Bacteria Mold Insects Vermin Pulte Homes needs to address these issues, as there is no excuse this problem has been going on for too long.

  Business Response

  Date: 12/05/2023

  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 ********** 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 *************.
  ************************************************
  **************

• Initial Complaint

  Date:11/07/2023

  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.

  On April 5th, 2023 we entered into an agreement with Pulte Homes to build our forever home! One of the most important areas to us was the flooring. We agreed to spend the extra $13,895 to get the flooring we loved. Throughout the build process we visited the site weekly. As the home progressed and we saw the tile being installed we had several concerns that we brought to our Project manager's attention. We complained on numerous occasions to both our Salesman **** and project manager ****. **** finally told us that he had fired that tile crew and was having another crew come finish the tile. On October 5th, 2023 we did a walkthrough on our BRAND NEW home. Our Project manager, **** ,assured us that if we were to have any problems in the next few weeks we could call him and he would make sure the repairs were handled. . We began to move into our home and " live" in it. After a few days we noticed that the tile edges were very sharp and that when walking barefoot the soles of our feet would catch on the edges and get little slices. Our socks catch on the edges as well. After a few days we realized that something was wrong because it should NOT hurt to walk on brand new floors. On October 16th we mentioned it to **** and he said he would contact customer service. On October 17th **** sent a text that an inspection was set for 10/25.A supervisor from Interior Logic Group came and said that the floors had not been protected from the other work being done in the home. Pulte not only installed a rectified tile with large grout lines, but the grout lines and tiles also had paint and drywall dust imbedded in them. We notified both the salesman and the project manager that the floors were not acceptable. We researched rectified tile and found that it is recommended to be laid with an 1/8" grout line because the edges are very sharp. Every time we ask what is going to be done we are told they are working on it. Today is 11/7 and we still do not have any resolution.

  Business Response

  Date: 11/13/2023

  Dear BBB-

  Thank you for forwarding the communication from **** and *************************. Our Construction Manager, ***************************, met with the customers on November 9th to address the tile floor. At the time of his inspection, as well as during the inspection conducted by our tile vendor, all areas of issue noted by the customer were found to be within acceptable tolerance by current industry standards.  Furthermore, both Pulte and it's tile vendor, could not substantiate any area within the floor with sharp edges.  The customers were advised as such at the time of inspection.

  We appreciate you making us aware of this customer contact. 

  Sincerely,

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

  Division Director of Customer Care

  ********************** - *********************************************

   

   

• Initial Complaint

  Date:11/06/2023

  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 home from Pulte back on August 2023, when we did the walkthrough, the Project Manager did not show up, we identified multiple repairs that needed to be done. We provided pictures and a list of items that needed correction. this is a rental property and the home could not be rented out because of the deficiencies. We could not even take pictures because of the state of the house. They finally took care of one or two small things, and we were able to rent the property a week ago --AFTER TWO MONTHS OR OWNING THE PROPERTY--. Now, the rest of the items remain not corrected. Recently, a water pressure issue that prevents the tenants to use the shower occurred, and this finally triggered a response from Pulte, and someone will be coming to ONLY fix this; and there is a "RECOMMENDATION" to wait until the 11th month walkthrough to correct the other issues. We sent many emails, left messages, and sent texts to get this corrected, and now someone is suggesting we wait 9 months to get these things corrected. For starters, I wonder if they will reimburse us for the two month rent we did not collect, because the property was un-rentable, and if they will ever complete the repairs NOW, not after the 11th month review, which could list the same issues AGAIN, and then wait additional months to have them repaired. We regret so much buying the property from Pulte. Suffice to say we will not be looking at Pulte for any other property, and my investors group will do the same.If we could return the home, we would, but we now have a responsibility to the tenants.

  Business Response

  Date: 11/07/2023

  Good Morning-
  
  I am unable to look up your house file with the information provided. Could you please provide your complete Pulte address, and the contact information for the person the house is listed under? I can forward this information on to our team members who will be following up with you directly.

  Thank you!

  Customer Answer

  Date: 11/07/2023

  Address is ********************************************************************;

  Property under Quinta Abadia Properties, ********************************* (my wife) is the *** Manager

  Thanks,

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

   

  Business Response

  Date: 11/08/2023

  Thank you for providing that additional information. 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 ********** division leadership now regarding your concerns. 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 home concerns.
  ************************************************
  **************
  

• Initial Complaint

  Date:11/03/2023

  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.

  I have been dealing with this for over a year now. Pulte has refused the fact that different inspections on my home prove that they installed my plank siding incorrectly. It is literally falling off of my home. I made a claim with Pulte and they did not investigate or respond further to any of my emails regarding what a roofer has given me or what progressive has stated. I have attached all documentation and expect a full resolution as now I am in trouble with the homeowners association.Pulte used Allura brand siding. It should be covered for a 50 year transferrable warranty if installed properly. They have also been out to the home and you will also see their resolution and inspection. I am a single mother and this is not how a business should conduct business. I worked very hard to just have siding fall off of a ******* home. Pulte needs to take full responsibility for their faulty install by their hired staff.

  Business Response

  Date: 11/07/2023

  CC Division Manager reached out to homeowner to discuss the **************** Home warranty and Allura's warranty. 

  Customer Answer

  Date: 11/07/2023

  This was the initial response by Pulte today 11/07/2023. 

   

  As of now, there is no resolution in my opinion. They've already told me all about the limited warranty. However, that doesn't address the original issue of faulty installation. 

   

  Business Response

  Date: 11/09/2023

  Requested to meet with the homeowner and the siding install crew on November 14th at 8:30am. Waiting a response from the homeowner. 

  Customer Answer

  Date: 11/09/2023

  As of now, Im not ready to close out the case until we meet. 
  

  I have agreed to meet, but thats still not a resolution at this time. 

  Business Response

  Date: 12/05/2023

  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 ************-********** 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: 12/06/2023

  This complaint has been going on for years and has yet to be resolved. It seems as though I am brushed off every effort I make to rectify the situation at hand. Please understand my frustration and the fact that I do not accept or deny their response until there is a resolution in place. 

   

  At this time, I am not fully satisfied or dissatisfied with their response and am not ready to close this complaint out until there is resolution. 

  Business Response

  Date: 12/07/2023

  Pulte has been in consistent contact with homeowner and will have a warrantable response by end of day on Monday. The siding at this home is past the warranty period.  

  Customer Answer

  Date: 12/08/2023

  This issue isnt about the warranty of the product. This is about the complete faulty installation that didnt even initiate a valid warranty. 
  

  The siding was installed on my home improperly.  I want them to take accountability for their workmanship. Theyve brushed me off for years and have fallen back on the warranty excuse for years as well. I completely feel taken advantage of as a single woman and Im now stuck with a $30,000+ fix for their improper installation of my siding. 
  

  How is this fair business practice? 

  Business Response

  Date: 12/13/2023

  Emailed homeowner to provide a scope of repairs that will be completed at her home to address her siding concerns. Her home is outside the **************** Warranty, but Pulte is addressing her concerns. 

  Customer Answer

  Date: 12/13/2023

  I will be waiting for them to do the repairs until I am fully satisfied with the response. It sounds good and all. But I will need to see it in action. 

• Initial Complaint

  Date:11/02/2023

  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.

  Purchased a home from Pulte in January 2021 with upgraded tile floors for an additional $17,000+. Prior to our one year warranty being up, we noticed the grout in the dining room tile was cracking. We advised pulte and they had a worker come out and file the cracks, stating they were caused by settling of the home. After being in our home for about 18 months, we began to hear load cracking and popping noises throughout the tile floor. Shortly after the tiles began to lift and peak all around the house. We reached out to Pulte and they advised it was no long their problem since our one year warranty was up. Over the last year, most of the tile throughout our home has lifted and or hollow underneath. We have had three foundation companies come out and two stated it was poor tile installation.

  Business Response

  Date: 11/10/2023

  Dear BBB-

  Thank you for making us aware of this customer concern. ********************** has made contact with the customer and set up a time to have their floor evaluated. We will continue to communicate with our customer and address as neccessary in accordance to their Pulte Home warranty.

  Respectfully,
  

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

  Division Director of Customer Care

  ********************** - *********************************************

  Customer Answer

  Date: 05/10/2024

  In late 2023 I filed A complaint with the BBB on the PulteHome group in reference to poorly installed tiles throughout our new build home. After the complaint was filed, Pulte finally agreed to send somebody out and look at the tile. In November 2023 an employee with ILG came to our home to evaluate the floor and after less than 15 minutes the contractor advised that all the tile throughout the house was poorly installed and would have to be re-installed. During the initial walkthrough, prior to work being done on the home, we were told by ILG employee that it would take approximately 2 weeks to re-install the tile flooring. At this time, I address prior issues with incorrect offset on the tile. I showed the employee that the tiles were not set correctly of a 1/3 offset. Employee agreed and advised that it would not happen again. At this walk through I was also advised that my family would be receiving $150.00 a night for board and $50.00 per person per diem per day. There is a total of 5 members of my family which would make the total $250 per day. It was determined at this time that work would start sometime in March. I was advised by ************************* employee with Pulte Homes, that repairs would begin on March 4th and would last until March 15. On February 23rd I emailed ****** 2 copies of receipts for the Airbnbs. Airbnb rental from March 4th to March 9th came out to a total of $1352.76. Airbnb rental for March 9 through March 15th total $2320. Airbnb rental for March 16th total was $314.59 due to it being a last minute adjustment. Had to book an extra night due to work not being completed on time. Total for all board it was $3987.35. Based on the initial information I was given by ILG board total for 13 nights should be in the amount of $1,950. Per diem for 13 days, totaled $3250. Total cost coming out to $5200.After the work was completed one day late, I noticed damage to the baseboards, walls, underneath kitchen sink water damage, and ceiling. During our final walkthrough with ILG the following week, I address the damages with ILG and ****** with Pulte. ILG advised they would send somebody out to look at the tile. ****** advised that she would schedule for workers to come out to make other repairs. Since mid-March I have not had any workers come out to make repairs to my home other than to tack down carpet by either ILG or Pulte.In early April I reached out to ************************* once again about reimbursement for the board and per diem. ****** advised that she would have to get with ***** her manager. After two weeks I did not hear back from ****** so I contacted Pulte warranty in reference to my complaints. I asked that somebody from management contact me and I was told that somebody would reach out to me either on April 12th or the 15th. As of today April 22nd I have not heard from anybody from Pulte homes. At this time I would like to be reimbursed the money for the rentals plus interest acquired on credit cards used to book them. Per diem for the 13 days. I would also like damages to be fixed that were caused by repairs and reinstallation by ILG. All communications were done by e-mail And some by phone with ******.

  Business Response

  Date: 05/17/2024

  Dear BBB-

   

  Thank you for making us aware of this customer complaint. Our team is working with ************** regarding reimbursement and any scheduling of warranty issues. We are committed to completing all warranty obligations and apologize for any inconvenient delay in service. 

  Sincerely,

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

  Director of Customer Care

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

• Initial Complaint

  Date:10/29/2023

  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.

  I asked my realtor to cancel the purchase but he delayed. When I asked Pulte myself to cancel they said they would keep my $25,000 deposit. They offered no other reason for doing so than they could. I also gave a list of defects I saw in home even before the final walk through. Most of these have still not been taken care of. I also asked that they not use their home insurance company, and gave my own companies policy. Instead they kept theirs and didn't pay mine in escrow so it was cancelled. I was not happy with the condition of the home and don't want it. They sent out satisfaction surveys prior to all this and I filled them out based on promises they would take care of the issues. They have not.

  Business Response

  Date: 10/31/2023

  We are in receipt of the Homeowners concerns regarding their request of a refund on the home and various construction quality related items.
  
  We have reviewed the purchase agreement documents, change orders, and email correspondence with our team and the Homeowner regarding the request and our documentation shows the following:
  
  1. Purchase agreement was signed on 8/21/23 by Homeowners.
  2. We were notified by email from the Homeowner on 9/16/23 that they want to cancel the purchase agreement due to some personal issues. However, they had already satisfied the requirements of agreement and the deposit was not refundable at this date. This information is spelled out in the purchase agreement and, at this point, could have cancelled the contract but we have correspondence from our Sales Agent on 9/19/23 that homeowner decided to move forward and close on the home.
  3.Homeowner closed on the home on 9/28/23.
  
  Furthermore, the homeowner is now the legal owner of the property and are not able to provide a refund for the deposit or home. However,the homeowner may list their property for sell at their leisure.
  
  As for the construction quality related items, on 10/29/23,we received an email from the homeowner to our customer service department regarding his concerned list of items. The pictures of items that we have reviewed can be considered normal warranty items in a home (other than a tire issue that is not construction related) and in no way make the home uninhabitable. We have the orientation paperwork describing what was noticed by the homeowner and we understand that some of the new items in the pictures were not on that list.
  
  On 10/31/23, we contacted the homeowner to set up an appointment to review the items after receiving the BBB complaint and thru our warranty coordinator. The homeowners response was that the earlier appointment times in the workday did not work for them. We will continue to attempt to provide service to the homeowner to resolve the issues that conform to the warranty guidelines.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20797587
  
  I am rejecting this response because: I have reviewed their response and they are either unaware of, or are neglecting to mention that there was a significant amount of communication regarding my desire to cancel the contract and document my concerns with the property well before September 16th. I have documentation dating back to August. Also, they fail to mention that I made repeated attempts to meet with their building manager and offered a range if available times, all of which were rejected as he made various excuses. I find it insulting that they then make ONE time available, one attempt to meet which is during MY workday as a teacher while neglecting to mention their building manager has turned down all my attempts to meet. I will be following up with documents to show my attempts to get the cancelation, refund, repairs etc. I don't know if this is a cover up or just individuals within the company trying to cover up their own ineptitude but it will be clear from my forthcoming documentation that Pultes practices are unethical.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/28/2023

  I appreciate your perspective regarding your case, however it is my understanding that the Northern ********** team is actively working to resolve the warranted repairs within your home.
  
  If you still feel as though the solutions offered are not acceptable or within industry standards, I would like to refer to you to section 7 of the warranty guidelines on page 17 of the attached warranty. You have the option of requesting mediation of your Warranty request by providing written notice to ***************************************** (PWSC). Their contact information is included on page 17 of the warranty for your reference.
  
  Working with local leadership is the best way to get any issues addressed and we are confident in their recommendations and decisions. 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20797587
  
  I am rejecting this response because:

  Firstly, this response only mentions the defective workmanship which has led to major inconveniences and a need to set up an endless stream of appointments to get things fixed. Its a major inconvenience, and I refute the claim that Northern ********** Pulte is working hard to address my concerns because some issues they have not even acknowledged or responded to and I have now owned the home for 2 months and cannot move in. For example a brand new car I purchased had a tire ruined due to screws left by workers on the floor of the homes garage. They have not responded to my claim for this. Also, the warranty issues, which under ********** law Pulte is responsible for during the 1st year anyway, even when fixed, have caused me no end of inconvenience including needing to take time of work to meet workers and deal with endless communications and meetings with Pulte staff. I strongly believe they should compensate me for the inconvenience.

  Secondly the warranty issue was only one part of my complaint. Pulte did not even respond to my concerns over the unethical way the salesperson failed to advise me of the contents of the disclosures and colluded with my realtor to get us to sign without either of them advising us of our rights. I have filed a complaint with ************ Contractor state licensing board as well as the ********** ********** of **** estate and investigators have been assigned to look in to the sale of the home. I can't believe Pulte took weeks to respond and then didn't even address the main point of my complaint. I am seeking legal action to make me whole following over $160,000 in expenses to date when Pulte could have made this right by refunding my $25,000 deposit. 

   

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

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new house on August, the ** unit was installed around June or July 2023 and it was brand new. A week before our closing we met with ***********************, the construction manager in charge of our home to do a detailed walk through for things that needed to be fixed and done prior our closing on 8/16/23. The house was extremely hot due to the ** not working, someone from ************** spent almost the entire day trying to fix it. My wife and I took a weekend trip and when we came back on 10/23/23 the house was at 85 degrees when we left the ** running on auto at 75 degrees. I then submitted an urgent request to get the ** fixed. I was able to get an appt for 10/27/23 to get the unit repaired for the second time. Its been around 3 months since the brand new unit was installed and needing to be repaired for the second time its just not acceptable. Buying this house has been one of the biggest mistakes I have ever made, we keep finding issues after issues. I want Pulte to replace and install another ** unit, I paid over $300,000 for this house and I shouldnt have to be having this type of issues on a brand new house. Needless to say I do not want the ** repaired because I feel within a few months the defective unit is going to break down again. I want a replacement with a unit that is not defective and that works the way its supposed to. My wife and I are considering going into a hotel until the ** has been replaced and I would like Pulte to reimburse me for the hotel expenses as well. This is just unacceptable.

  Business Response

  Date: 10/27/2023

  We (Pulte) are in complete agreement with the owner's comments.  The unit will be replaced with a brand-new unit tomorrow, 10/28/23.  We apologize for the frustration and will do everything in our power to get this taken care of as quickly as possible. 

  Customer Answer

  Date: 10/28/2023

   
  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:10/23/2023

  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.

  Id like to file a formal complaint against Pulte Homes in ******** for deceptive practices and unscrupulous omission of critical details prior to home settlement.I recently purchased a home / settled on the property for my Mother **** at the Villas @ Maple Lawn on September 15th of this year, only to realize that the entire streets utility units have been placed on our property and in front of our house - something which was never discussed with / disclosed to us in any formal / informal way prior to settlement.Not only is this a pure eye sore which is highly likely to reduce our curb appeal and therefore the property value of the home (as much of our front yard has been taken away from us, without any compensation), but also a potential health / safety hazard, given the proximity of the (high voltage) units to our front door - once again, none of which was disclosed prior (something we are separately coordinating with ********* ************** on at the moment).We asked the Sales team to, at the very least, plant bushes / shrubs around the units to hide them to the extent possible, but instead they only planted the tiniest perennials and sloppily at that which are almost guaranteed to die during the late fall / winter - likely just to shut us up.We pleaded with them to plant taller, more obstructive evergreens / shrubs which they have plenty of around the community already and they have refused, giving the excuse that they would have to plant them everywhere if they planted them near the units, which is ridiculous - because under that argument, they shouldnt place the utility units on our property unless they have to place them everywhere else (which they clearly havent).Further evidence of the likely reduction in curb appeal / value is both Construction Management and Sales telling us that a prospective buyer refused to buy another Lot as a result of those units being too close to their patios - our argument exactly.

  Business Response

  Date: 10/24/2023

  We respectfully disagree with the customers allegations.  First of all, the Home Purchase Agreement addresses this issue in Section 5.6:

  
  Plan and Garage ************ *** Utilities and Easements.Buyer understands the Home and garage orientation (i.e., left or right) may be built opposite of the floor plan or garage orientation shown in a brochure, on a website, or by a model due to various factors, including lot shape and the location of utilities. Seller reserves the right, in Sellers sole discretion,to determine the location, configuration and orientation of the Home and the garage on the ***. Seller will determine air conditioner locations, which may be different than the plot plans and marketing materials. Seller and/or utility companies may locate or relocate utilities and other neighborhood structures and improvements on the ***, including utility lines, boxes, pedestals, and vaults;electric transformers; fire hydrants; cluster mailboxes, if applicable;light poles; and storm drainage pipes, which items may not be shown on any plans for the Property. Buyer accepts that the *** may have some or all of these items. Prior to Closing, Seller reserves the right to grant **************** and similar easements in or over the *** customarily granted in the development of residential real estate projects.
  
  It is also important to note that during a meeting with the customer in early July 2023, the utility boxes were observed and discussed.  We apologize for any misunderstanding, but we are confident that the appropriate communication took place and we delivered a product in accordance with the Agreement.

• Initial Complaint

  Date:10/22/2023

  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.

  On March 22, 2021 we signed a contract to build with Pulte in ********, **. Throughout the process we have experienced a lack of transparency, communication and follow through on concerns as the home owner. On November 12th, 2021 our drywall/framing and many other issues were originally communicated to the construction manager *********************. Prior to closing many of the issues were still unresolved and we felt it necessary to have the items put on Pulte letterhead with dates by which they would be completed. No item was completed in the promised timeline. In December of 2022, we contacted ********************* who forwarded our complaint to the ******** Division. We were assured that issues could be resolved by end of February 2023. Timeline not met. Many projects have been attempted and resulted in additional service appointments needed to correct or completely overhaul an issue and start over. We have worked with 3 different customer care managers and progress has been delayed to the point that many of the 11th month warranty items are still outstanding. Many times project solutions have not been substantial enough to resolve initial issues. We have taken days off work, lived 2 weeks in a hotel, had contractors no show and even refuse to complete scheduled work due to an incomplete description of the scale of work from Pulte employees. Pulte has demonstrated an egregious lack of oversight: installing wrong roofing shingles; lack of venting for range hood resulting in us finding a bottle of urine behind the drywall; incorrect framing for ***** (6+ attempts) over-sloped front porch,crooked front door frame; unprofessional and disrespectful interactions from *************************** towards home-owner,subflooring, failure to fix broken back door locking mechanism in a timely fashion (twice)(security issue). We would like our home to be completed to the level of excellence based on the agreement with Pulte prior to our 3rd Christmas in the home and the original agreement that we signed.

  Business Response

  Date: 10/23/2023

  Good afternoon ***** and ********,

  This is ************************* from the ******** Division, I wanted to follow up and let you both know that I will be following up with ** and make sure we have ************ to finish the outstanding repairs we have previously discussed. I also wanted to acknowledge receipt of your email to ** from Sunday 10/22/2023, I will be sure to follow up and help get some finalization to these remaining repairs. I am confident we can get across the finish line.

  Thank you,

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

  Division Manager of Customer Care

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

• Initial Complaint

  Date:10/20/2023

  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.

  After moving in I noticed a crack in bathroom counter top. Notified Pulte about this, they inspected and ******************* of Pulte told me that it's my problem and they will not fix it.

  Business Response

  Date: 10/24/2023

  Dear BBB,
  
  Thank you for forwarding the recent correspondence from ************************  We are aware of the customers concern and have been in contact with the customer to address the issue further and determine next steps.
  
  We appreciate you making us aware of this customer contact.  We will continue to address any further concerns with the customer directly.
  
  Sincerely,
  
  ***************************
  Division Director of Customer Care
  **********************

  Customer Answer

  Date: 10/25/2023

  If I understand this response form correctly, I only have two options except their or deny their claim and as of right now its still in the middle hasnt been settled Theyre deciding what to do and its only been one day Since they viewed the problem.

  Business Response

  Date: 10/30/2023

  Dear BBB-

   

  Thank you for making us aware of our customer's response. Our team has inspected the issue and is working to schedule a replacement. Our customer has been advised and we will continue to work with them through the completion of this warranty item.

   

  Sincerely,

  *************************;

  Division Director 

  Pulte Customer Care

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20762455
  
  I am rejecting this response because: I have not received anything except the first response. I do not know of any action.
  
  Sincerely, 
  
  ***********************

  Business Response

  Date: 10/30/2023

  Mr. and ***************,

  Please continue to work with ***************************, Division Manager of ************** on resolving this escalated concern.  

  Regards,

  *****

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20762455
  
  I am rejecting this response because:  I am just letting every one involved that I have not heard anything from Pulte.
  
  Sincerely,
  
  ***********************