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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  PulteGroup Inc

  22110 E Statehood Ln Red Rock, AZ 85145-7053

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  PulteGroup Inc

  2508 E Alta Vista Rd Phoenix, AZ 85042-4691

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  PulteGroup Inc

  25224 N 54th Ln Phoenix, AZ 85083-5476

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  PulteGroup Inc

  25700 N 162nd Drive Surprise, AZ 85387

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:10/19/2023

  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.

  No insulation, no access,window not fixed, lawn,paint, cement all over, not cleaned, called building inspector he said he wiil the comapny, company called , no updates of status, This home was purchased for US MARINE, and I think this is a voilation.

  Business Response

  Date: 10/20/2023

  Good morning, as we have discussed on our phone calls, we are working with our representatives and partners to resolve your concerns as quickly as possible. I do apologize for any miscommunication and the inconvenience this presents. Please do not hesitate to reach out to me as we continue to address your concerns and complete these open items. To recap, I understand the access, insulation, and window have all been addressed. On schedule is painting of the trim to complete these repairs and the cleaning of cement on your driveway. The Team is organizing a plan for your lawn concern and our ************* Team has been communicating with you on completion of a few other misc. items such as electrical labeling, cabinet drawer and front door sweep. Also, we will continue to work with you and our partners in addressing any excessive noise caused by the **** system that exceeds normal operational expectations. Lastly, we do understand the sacrifice your son has made with his commitment to our country. We sincerely thank him for his service. 

• Initial Complaint

  Date:10/18/2023

  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.

  In February 2021 we signed a contract with Pulte to build a new home in Delaware ****. From the start the process has been filled with constant communication and quality issues. The field manager ********************* was unexperienced and allowed many quality issues to go unaddressed unless I brought them to his attention with the help of a construction expert. Once closed on the home (Dec 2021) many issues were shifted to the warranty department. This department has gone through three different managers and failed continually to correct issues. Home issues were supposed to be corrected immediately following our 11 month walk through. We are now nearly two years past closing with a list of major items that have still not been addressed correctly. Including major foundation issues, repeated drywall quality issues, HVAC issues, exterior issues (siding, downspouts, window well issues). During repairs they have continued to either not correctly repaired the issue or cause more damage. My carpet had been destroyed by contractors, there are areas of drywall that have been addressed three or more times and still are not correct. The list of corrections goes on and on. To add insult to injury they have scheduled contractors for repairs that have no-showed or arrived with no idea what needs repaired. The warranty department has continually promised transparency and corrective action but falls through on the promise every time. We have tried to be patient and work with Pulte to get somewhere but all the have given is empty promises. All we want is the home we purchased to be completed to the level of quality that was promised.

  Business Response

  Date: 10/19/2023

  Good morning ***** and ******,

  This is ************************* and I wanted to apologize for the length of time that it is taking to provide the warranty repairs for your home. I did speak to AJ yesterday and we are working on a detailed plan to set up, schedule and perform the remaining repairs. I have asked ** to block off his calendar for days in which your home repairs are scheduled so he can be onsite during these repairs and help manage the vendors. I will continue to follow up with him as we work on this plan and make sure we see everything through to completion.

  Thank you,

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

  Division Manager Customer Care 

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

• Initial Complaint

  Date:10/14/2023

  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 purchased a new construction Pulte home in august of 2019. Since then the house seemingly fallen into disrepair at a rapid rate. One of the most recent issues is my sink becoming dislodged and falling, when I went underneath to inspect, I noticed that Pulte used torn pieces of CardBoard as shims to attempt to level it out and then glued it with no support as someone that has been a real estate agent that works with REITs and developers everyday, Im appalled that Cherokee county issued a CO. Pictures attached. The second most recent issue is with the Fascia boards rotting off of a 4 year old home. Every home on our street is having the same issue and incurring fines from the *** who is demanding they be painted or replaced. Since when is the industry standard to use wooden boards for fascia, theyre not. You use cement fiber. Now Im looking at 3k to paint all of it or 15k to replace all of it. Additionally the upgraded floors that were chosen are now dimpling and sinking in some places with obvious pops when you walk over them. This has to be an installation problem or a foundation problem.

  Business Response

  Date: 10/19/2023

  Hello,

  We would like an opportunity to meet on site to review the concerns.  Is there a time available next week where we can meet?  Please reach out to *****************, Division Manager of ************* at ************************************ to arrange a time to meeting.  *** will be reaching out to the email address on file for this home to request a meeting.

• Initial Complaint

  Date:10/11/2023

  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 signed a contract with Pulte group to buy a house in **************** ******** in month of September. We have paid ******* money of $20,000. The construction of the house is not yet started, it is scheduled to be started at the end of November. My wife and I recently learned that there is a proposal by the ************************ to expand road 380 to make it a highway. The new proposed route is near to the house we signed up for. It is about 500 feet away from the house. If we had known this earlier, we would not have signed the contract at all. My wife and I are really concerned about the new proposed highway as it will cause lot of pollution during construction of highway and from vehicles after construction is completed. I contacted the sales agent if I could get my ******* money back, he mentioned if I cancel the contract Pulte would keep the ******* money of $20,000. I did not cancel the contract yet as he mentioned I would lose all the money. This is not a small amount to walk away from, my wife and I worked hard to earn that money. Please consider my request to refund the ******* money if I cancel the contract. I would cancel the contract only if I'm getting the ******* money back. I'm making this request as the construction of house is not started yet and it is scheduled for end of November.

  Business Response

  Date: 10/12/2023

  *****************, Area Sales Manager responsible for our **************** community, contacted Mr. ************************************* on 10/11 in response to his BBB filing.  Below are ***'s notes from their conversation.

  Spoke to Harish today.
  He requested his ******* money back because of the proposed 380 expansion.
  I advised that we sold him a home assuming he did his due diligence. I advised that we disclosed the ******* expansion because we knew it was approved and happening.
  He requested a transfer and denied the request due to the fact that we have already ordered plans and permits. Advised we will be building this home whether he closes it or not and that we will not be building him a home in another neighborhood based on speculation.
  He understood and I advised we would be responding to his BBB claim.
  Thanks,
  ********;

• Initial Complaint

  Date:10/10/2023

  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.

  Recently closed on what my family considered a dream home. Took time to decide on upgrades and modifications we would like to make to the home. We finally move in and everything appears to be fine. After a month of residing my husband and I notice the flooding on the sided of our home and severe sloppage in the backyard. After corresponding with Pulte warranty for a while, the warranty representative informed my the manager finally has decided to view my home. Manager agreed that there may be an issue with sloppage and therefore would submit a ticket for surveyors. Surveyors completed the job and my elevation of area of concern was .8 anc there should be no more than .3 differential. Warranty manager is refusing to grade my yard correctly therefore deteriorating my yard.

  Business Response

  Date: 11/08/2023

  ****************,

  
  No defect is present or has been present in the construction of your home including the landscaping, drainage, lot dimensions, and the overall performance of community lot plan configuration.
   
  Your home was constructed on soil engineered to withstand the anticipated settlement based on soil conditions found in your area.  Your home has a 10 year structural warranty for structural elements of the foundation and framing if settlement were to occur in such a way that creates a problem.  

  
  As explained previously, the survey inspection confirmed the property pins, boundaries, and overall drainage plan are correct.  No further consideration will be provided concerning the site plan and overall performance of landscaping moving forward as lot is correct per the building plan and performance.  Landscape maintenance is the responsibility of each homeowner after the closing of escrow.

  
  Pulte Homes has provide fair and diligent consideration for your concerns and no illegal activity has ever occurred concerning your home.  At no point has an agreement been provide that an issue existed at your home site including additional walks and inspections.

  
  Please know Pulte Homes has closed this warranty service inquiry and no additional consideration will be provided in this matter. 

  
  Respectfully,
  *****************************

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20722035
  
  I am rejecting this response because:
  based upon the professional advisement there is NOT suppose to be more than 2/10 differential on stakes after grading. As you can see from the picture, at the last stake there is a 6/10 differential.
  In closing, unfortunately *****, you have not provided documentation of your credentials regarding surveying, therefore therefore, you CANNOT provide your expert opinion. If you can provide documentation from the professional who surveyed the property or documentation to prove your stance I will drop my review and avoid further action. If not, I will continue until it is corrected by Pulte.

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

  Business Response

  Date: 11/08/2023

  This has been explained to Homeowner and no defect in construction is present. 

  No defect is present or has been present in the construction of your home including the landscaping, drainage, lot dimensions, and the overall performance of community lot plan configuration.
  
  Your home was constructed on soil engineered to withstand the anticipated settlement based on soil conditions found in your area.  Your home has a 10 year structural warranty for structural elements of the foundation and framing if settlement were to occur in such a way that creates a problem. 
  As explained previously, the survey inspection confirmed the property pins, boundaries, and overall drainage plan are correct.  No further consideration will be provided concerning the site plan and overall performance of landscaping moving forward as lot is correct per the building plan and performance.  Landscape maintenance is the responsibility of each homeowner after the closing of escrow.
  Pulte Homes has provide fair and diligent consideration for your concerns and no illegal activity has ever occurred concerning your home.  At no point has an agreement been provide that an issue existed at your home site including additional walks and inspections.
  
  Please know Pulte Homes has closed this warranty service inquiry and no additional consideration will be provided in this matter.

  
  

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20722035
  
  I am rejecting this response because of lies, lies and more lies. ***************************************** youre a compulsive liar. My emails and tickets to the warranty department were specifically about the sloppage and thats why the visit. Please know I have the documentation.

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

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20722035
  
  I am rejecting this response because as highlighted on survey, youre able to see those areas of concerns as addressed by surveyors. Unfortunately, *****************************, youre a compulsive liar and its disheartening that I have to take this route to get resolve.

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

• Initial Complaint

  Date:10/10/2023

  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 our new construction home from Pulte on 12/28/2022. The house was very poorly constructed with hundreds of items that needed repair. As a small example, Pulte has had to straighten crooked walls, repair door frames, repaint almost the entire house, replace the backsplash as the wrong one was installed etc. The current issue (that we are writing about, there are others) is that the tile floors were installed with many defects. Pulte replaced 78 tiles as they were not level, Now Pulte needs to replace chipped tiles, miscolored tiles, holes in grout, various colors of grout, rough and uneven and low grout. To do the job properly all the furniture needs to be moved in our house so they can access all the floors.Pulte has refused to pay for a moving company. Pulte told us that we need to move the beds and they will work around our furniture in the bedrooms and have the contractor move the other furniture. Pulte has told us if anything is damaged by their people they will not pay for such.We do not believe their plan is fair, but they threatened us that if we did not agree, we are at an impasse and they will not do any work. We feel we have to agree under protest to get at least something done. It is our position that Pulte is avoiding properly repairing our house per the warranty to save money. We don't know what to do. Pulte is a giant corporation that we paid our life savings to. We have been in the house for over 10 months and have been requesting this floor repair work since before closing (as an aside, a buyer cannot delay closing per contract). Pulte could have made the repairs anytime before we had furniture. They are now limiting the repair because they waited and don't want to deal with furniture.If needed, we have emails, pictures, lists, etc. Please help us.We have an excel spreadsheet that we cannot upload. Can we email to you?

  Business Response

  Date: 10/12/2023

  The builder has offered to address the cosmetic floor issues throughout the residence with a professional repair process. The builder has also offered to stain and seal the flooring to ensure uniform coloration in the grout, post-service completion. Pulte has also offered to seal the backsplash for the customer as a courtesy. The builder will not be moving the entirety of homeowner's personal belongings out of the residence to complete the work as this is not necessary by any means. Separate repairs items have been scheduled for the remainder of this month, leading into the following month. The builder will work with the homeowner in a professional manner to see that all warrantable concerns are addressed appropriately. 

• Initial Complaint

  Date:10/09/2023

  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.

  We closed on our home on Dec. 30,2021 with Pulte. Pulte offers a two year warranty on their HV** system. We have had issues with our ** and called Conditioned Air Company to come out fix the issue. Conditioned Air Company is an approved Vendor by Pulte and they work closely together as stated by both companies. We are looking for compensation of $1,574.00 for the last two visits by Conditioned Air to replace a capacitor and a leak in our HV** system since it is still under warranty until Dec. 30, 2023. My fiance ***********************************, who is also a homeowner of the house, remembers calling the Pulte Warranty emergency number and that they told us companies we could use to get it fixed. Throughout the last 22 months, we have had a very negative experience with Pulte Warranty as both warranty agents that were assigned to us are no longer with the company and items took weeks to get replaced or fixed under warranty. Since we had a good company that we could trust, any issues with our **, we just went straight to Conditioned Air to get the issues resolved quickly and efficiently. However Pulte is saying that since we did not contact them, that they will not reimburse us as they have this clause "5.2 Failure To Allow Us To Make Repairs We are not responsible for any damage that occurs because you failed to allow us to timely make repairs. Additionally, if you make or pay for repairs without first notifying us of the problem and allowing us to investigate and repair it as required by this Limited Warranty, then we will not reimburse you for those repairs." Based off of our poor history with Pulte Warranty, I thought I was doing the best thing for my family in getting the ** fixed quickly and not waiting for Pulte to schedule the maintenance. Especially since I used an approved Vendor who works with Pulte. I also contacted Pulte Sunday and gave them all the information. I cannot fathom how a warranty is voided when you are up front with the builder and use an approve vendor

  Business Response

  Date: 11/13/2023

  I will be contacting the Southwest ******* division leadership 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 *************.
  *******************************************
  **************

  Customer Answer

  Date: 11/13/2023

  I do not want to fully accept, because I do not want this matter to be closed yet. I will await the response/contact from the South ******* Team of Pulte and we will go from there. 

  Business Response

  Date: 12/18/2023

  Our local ************* representation in the Southwest Florida market has worked towards reaching a resolution with the homeowner. On Thursday, December 14th, a resolution was agreed upon by the homeowner and our local Warranty team. To date Pulte has completed their side of the resolution and consider the matter closed. As always Pulte prides itself on doing the right thing for our homeowners.

  Customer Answer

  Date: 12/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of Pulte paying $950 and myself paying the remaining balance of what is due to Conditioned Air is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/06/2023

  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 decided to buy a house with Pulte at ************* in ********* *******. During the construction there has been a lot of communication issues. After the first inspection we found couple of issues that were not correct. We spent weeks trying to get solutions or even communication from the Project Manager *****. Project Manager and his superior were throwing the fault on a third party vendor (SecurePro). The vendor is not subcontracted by me, so for me the mistake is Pulte's fault. On top of that they were sending me to solve the issue with the vendor. The vendor then started to tell things that were wrong and insinuating I was lying about the topics. All the things discussed were on a plan that we all signed. They offered to put speakers on the front wall of the Kitchen area, when I walked in the speakers were on top of the Island. There were missing some electrical outlets I requested several times in what we decided is going to be the office space (I work from home so that area is critical for me). Again, Project Manager called me to ask about me making a decision and asking me for things Pulte should managed with the Vendor, not me!! Im not paying Secure Pro. Then the best way to solve this is minimize the issue, and removing the speakers was the easiest way for me to solve the problem but Im dissatisfied with how Pulte Project Managers handle all this situation. On top of that, there were some Senior Managers on those chain of emails and they even send a response to all the situation. This house is costing me 769k so removing or not the speakers (1k) is not the issue, the issue is the way they communicated with me, the disrespect of saying I was lying about the request. I was expecting not only an apology but someone to be creative and offer us a solution, credits, something to manage the damage this is causing us because we are not getting the entertainment we wanted for our house. We left everything back in MA to come to ** and we are regretting it so far!

  Business Response

  Date: 10/09/2023

  We truly apologize for any frustration this has caused our customer. ********************************************* has taken every step possible to provide the customer with the precise speaker placement they are expecting. Unfortunately, this will not be possible as the construction of the ceiling trusses do not allow for the placement they would like. Pulte and SecurePro tried to offer alternative solutions which were not acceptable to the customer. ********************** Sales will credit back to the customer the expense of the in-wall speakers. In addition, the Pulte construction team has graciously provided additional electrical outlets in the office space as this was important to our customer. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20706532
  
  I want to make it clear to any serious Senior Manager of Pulte or CEO or owner of this Company. You are avoiding the real issue here, the lack of communication and the way your Vendor is selling things out that are not possible. We signed a contract with all the additions we had at the low voltage meeting to realize months later during the inspection, that was not possible to put speakers where we decided to with the suggestion of SecurePro. It is not that we changed the location, it is was signed like that months ago. Your employees put the speakers where they wanted to no matter it was different on the plans. This is the actual problem here. Youre not serious about customer service, and us here are just one more customer youre dealing with. If I read all the reviews it looks like im not the first one complaining, so you are not serious about customer complains. You should revisit the team working on this construction, starting with the Vendors, the ** and vendors should review plans after meetings to be sure what we signed as customers is feasible or not! Shame! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/25/2023

  We appreciate the feedback and will continue to work with our Team and Vendors in providing more accurate detail and better expectations with regard to the unique and unpredictable obstacles that occur in hand-built construction. The intent is never to mislead our customers, our goal is that every customer is properly informed ensuring a wonderful experience. Please do not hesitate to reach out to your Sales Team and Construction Team if you have any further questions or concerns.

• Initial Complaint

  Date:10/02/2023

  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.

  Sod was installed before house was sold to me and was not watered. Sod has failed, attempted to bring it back for 3 weeks

  Business Response

  Date: 10/06/2023

  We have been in contact with the customer, reviewed the concerns and agreed on a plan of action. Repairs have been scheduled and will be completed soon. 

• Initial Complaint

  Date:10/02/2023

  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.

  I purchased a home from Pulte for $700000. Pulte had a 1 year garuntee on the home. Several items were not completed and during the initial process I had to get legal advice to get some of the items corrected. I had sent Pulte several items which they deleted from the website that needed repaired.I had an inspection completed and gave them all the items they needed to fix. I never fully closed on my home as I didnt sign the closing paperwork which needs to be inve. They offered me **** to sign the paperwork and I refused because it didnt cover the cost of all the I completed items.I would like the items to be corrected and fixed or pay the cost of correcting the items.

  Business Response

  Date: 10/31/2023

  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 Southeast ******* 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 Southeast ******* team contact information below to address your home concerns.
  *******************************************
  **************