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

551 total complaints in the last 3 years.
150 complaints closed in the last 12 months.

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Submit a Complaint

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:10/01/2023
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 closed on our home March 30, 2022. Several issues were documented via 3rd party inspection conducted 03/23/0222 and were to be fixed under the 1-year warranty provided by Pulte. Additional problems were submitted via Pulte's online request submission intermittently through July 2023. Many items still remain unrepaired including some dating back to the pre-close inspection. Communications with warranty repair manager is very slow because there is only one person serving the entire region and they are overwhelmed per their own admission. In many instances when warranty manager claimed repairs have been scheduled no one showed up causing inconvenience having to ensure we are available at home. Some repairs remain incomplete - for example, kitchen cabinet doors were replaced but the glass has not been reinstalled for months now. There are several exterior gaps allowing moisture and bug intrusion into the home - we've found scorpions, centipedes, ants and other live insects in the upper level. We sent an email on Aug 25, 2023, asking that all remaining repairs be completed by Sep 30. However, nothing has been scheduled yet and hence I am finally filing this complaint that should have been done a long time ago. Pulte has failed to keep promises and conduct timely repairs per warranty.
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 Central ***** 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 Central ***** team contact information below to address your home concerns.
**********************************************
***************
Customer Answer
Date: 11/01/2023

Complaint: 20681873

I am rejecting this response because:
Some of the work is scheduled all the way through Nov8 and therefore yet to be completed, some has to be rescheduled due to no show, some has been incorrectly marked as complete.
Sincerely,

Aroni Sen
Business Response
Date: 11/29/2023
Please advise what you need clarification on. There are no points included in your request. Thank you!
"Below are some points that BBB needs clarification on before moving forward."
Business Response
Date: 12/11/2023
This is an ongoing situation. The ********** Pulte division is actively working through the requested repair items. The Division Manager of ************* recently met with the homeowner. A comprehensive list of the pending repairs has been made, and they are working on getting items scheduled for completion. Target completion is before Christmas.

Customer Answer
Date: 12/12/2023

Complaint: 20681873

I am rejecting this response because: While a couple of items were addressed in the past week, there are still several pending with no line of sight to resolution before Christmas. I would be happy to accept the response once all items have been resolved to my satisfaction as previously there have been many instances of items being scheduled but not completed.

Sincerely,

Aroni Sen
Initial Complaint
Date:09/29/2023
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 purchased a small new build house in the ************************* development, closing in 4/23. I have had nothing but problems with unfinished work or work done improperly. to a ridiculous degree. my bathroom was demolished and rebuilt and the problem was the same. Pulte warranty left that day and have not been back leaving my house in a dangerous condition. i sent a letter and pictures to the man in charge, ***********************, who brushed it off on ************************* from his department and i haven't heard a word. this builder and its warranty department are substandard and dishonest.
Business Response
Date: 10/31/2023
Thank you for contacting PulteGroup. I am in receipt of your email regarding your experience. 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 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 Southwest ******* team contact information below to address your home concerns.
*******************************************
**************
Initial Complaint
Date:09/29/2023
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 have had ants crawling through my house on and off for the past few months, and I went brought it up with the invidual who takes care of house issues less than 1 year old, he brought 1-2 people out who just examined the doors and nothing else. I had a bug inspect come out, and he noted that there was a defect in the caulking of the baseboard in the bathroom, so I should get that fixed. I filed a formal service request 1-2 weeks ago regarding this, and their employee called me once and prompty closed the service request upon hearing that I was too busy that day. For some reason, he then emailed me saying he has closed my request and that I should call back. Despite numerous attempts at trying to call back with the numbers provided, one of the numbers strcitly goes straight to voicemail, another one just say to file all complaints online (which I do not know why they even have that number there if that is the only thing that number does), and the office number for the employee who had closed the request, which I tried and left multiple VMs, but, alas, I have gotten no response. It is sad that this is how customers are treatment by this company and would advise anyone in the future to not work with this company and be cautious of buying a product from them.
Business Response
Date: 10/03/2023
**************, whose home is one year and three months old,turned in a service requests stating that he had a pest issue, to which we came out and explained to ************** that pest infestation of any kind is not covered under the Limited Warranty Agreement, and that this is considered homeowner maintenance. ************** then had a pest inspection done, to which the inspector concluded the pests were entering the home through an area where the caulking had shrunk and therefore lost adhesion with the flooring. Pulte covers caulking shrinkage for a period of one year per the Limited Warranty Agreement, so this too would be considered homeowner maintenance. Finally, ************** sent pictures of what he was referring to as a plumbing pipe that had broken on the exterior of his home. Upon further inspection, it was determined that this pipe was actually a conduit for the sprinkler system wiring,therefore not pertaining to the plumbing of the home, and was only covered for one year per the Limited Warranty Agreement. As a gesture of good faith, Pulte is sending out a handyman, as a one-time courtesy to demonstrate to ************** how to maintain items in his home and caulk the inspected areas. Pulte is going above and beyond to ensure that our homeowners understand the Limited Warranty Agreement and the homeowner maintenance involved in owning a home.
Initial Complaint
Date:09/27/2023
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.
I purchased a new built on 8/16/23. During the construction process my wife and I asked the construction manager *********************** to please do something about our backyard as it has an inclination towards the back and we were very concerned that with time the sand would wash away, all was asked was to get rid of the inclination by adding more sand and make the land even with out any inclination. She assured us that wouldn't happen and there was nothing to worry about. We just had our fence installed on 9/25/23 and last night 9/26/23 there was a big storm in ******, what I was afraid of started happening, the sand started washing out and my fence has shifted and started to come lose even though cement was poured on the posts. I called the company that installed my fence and they are willing to come back as a one time courtesy only to fix it but they said because of the gap underneath Im going to keep having the same issues over and over again we have a storm like the one last night. They have suggested a retention wall which now I have to do out of my own pocket. I spent over $6,000.00 to have my fence installed and I cannot believe this is happening due to the builder not caring. We asked plenty of times *********************** and she seemed not to care, we have purchased a brand new house over $300,000 because we didn't want to be dealing with fixing issues and buying this house is now turning into a nightmare for my wife and I.I would like them to do something about it, as they still have plenty of construction going on, I need them to do something about my backyard, whether filling the gaps with sand to raise the land and make it even by removing the inclination or simply build a retention wall.Yesterday was just a storm, I cant imagine what would happen during a hurricane.I'm very disappointed on Pulte and very upset with the construction manager ***********************.
Business Response
Date: 09/28/2023
We stopped by the home and talked with the customer. We explained the drainage plan for his specific lot as well as what it will be like when the homes behind his lot are complete and stabilized. We are always here to help if a problem exists and provided him with all of our contact information for opening claims and expressing his concerns.
Customer Answer
Date: 09/30/2023

Complaint: 20664669

I am rejecting this response because its just unacceptable. The person I met at my property said there is nothing they are willing to do and Im pretty much on my own.
I regret buying a house from pulte and I will leave a ****** review so people can be aware they do not care about their customers, I had experienced other issues during the building process which I chose just to let it go and not make a big deal out of it but at the end we are just a dollar sign and as long as they sell their houses they are happy regardless of what the buyers are facing after closing.
Im very dissapointed and dissatisfied with Pulte.
Sincerely,

***************************
Initial Complaint
Date:09/25/2023
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've made a substantial investment of $574,000 in our new property, but we're encountering a significant challenge with our builder. They're unwilling to address the misplacement of the front porch post, which is having practical implications for us. It's impacting our ability to arrange patio furniture effectively and partially obstructing a window. What's perplexing is that all the other houses with an identical layout have the post correctly positioned, rendering our situation even more frustrating.Adding to the complexity, the builder is making unfounded claims that we requested this alteration, suggesting it was intended to assist with moving large furniture. This explanation lacks coherence, given that the front door width remains unaltered at 36 inches, and there is no supporting documentation or written correspondence to substantiate their assertion.
Business Response
Date: 10/02/2023
To Whom It May ***************** was communicated to the customer on 9/29/23 by the local customer care manager that the porch post in question would be moved to the per print dimensions and location. This was confirmed via voicemail to the customer on 10/2/23 by the Director of ********************** Operations.
Service techs from both the framing company and trim carpenters will be visiting the home with the ************* Manager to formulate the plan of action to make the requested alterations.
Sincerely:
Pulte Home of ****: ********* Division
Initial Complaint
Date:09/25/2023
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 writing to formally file a complaint against Pulte Homes regarding a matter of significant concern related to my recent experience as a homeowner. My experience has been marred by issues with the **** system in my home, which has resulted in unexpected and substantial expenses, as well as concerns about safety and quality.I purchased my new home at Alexander ***** at NC 55, ******, last year with the belief that I would be acquiring a well-constructed and safe living space. However, over the past year, I encountered a series of problems related to the **** system in my home. These issues have not only caused financial strain but have also raised serious safety concerns.The key problems and events related to this issue are as follows:Unusually **************** Consumption: - Over the past year, I observed an exceptionally high electricity consumption in my home, averaging ***** kWh per month. - Investigation revealed that the **** system was not functioning correctly, consuming excessive electricity and consistently heating my home to temperatures exceeding 99 degrees Fahrenheit daily for up to one month. This exceeded any reasonable thermostat setting and posed potential safety hazards.Inadequate **** Inspection: - In April 2022, I requested an **** inspection due to the ongoing issues. The inspector attributed the problem to a mis-wired thermostat. However, the issue persisted even after the thermostat was supposedly corrected, and the **** fan never seemed to stop running. - Subsequent examination of repair notes from the vendor revealed that there were indeed underlying problems with the **** system.Financial Impact: - The malfunctioning **** system resulted in skyrocketing electricity bills, placing a significant financial burden on me, amounting to approximately $700 per month.In today's world, energy efficiency is not just a preference but a necessity. I chose to purchase a new home with the expectation that Pulte Homes, a reputable builder, would provide an energy-efficient living space. However, due to the **** system's malfunction, there was a staggering waste of energy, totaling between ***** to ***** kWh. This not only represents a significant financial loss but also goes against the principles of energy conservation and environmental responsibility. It is deeply frustrating to be held responsible for energy bills that I did not actively consume or benefit from. This waste of energy is a contributing factor to my decision to file this claim, as I firmly believe that I should not bear the financial burden for energy that was squandered due to a fault in my newly constructed home.Given the substantial investment I have made in this home, totaling over $440,000, I expected the highest quality construction and functionality. The persisting issues with the **** system have left me deeply dissatisfied and concerned about the quality and safety of my property.I believe it is crucial to address this matter promptly and fairly. I am committed to resolving this issue through the claims process, rather than resorting to legal action. I am a loyal customer of ********************************************* and have invested considerable time and resources into this property with the expectation of a comfortable and safe living environment.I kindly request that Pulte Homes take the following actions to address this issue:Reimburse me for the electricity bills that I incurred due to the malfunctioning **** system, totaling approximately $700.Addressing this matter in a timely and equitable manner will not only demonstrate Pulte Homes' commitment to customer satisfaction but also uphold its reputation for providing quality homes and services.I look forward to your prompt response and the resolution of this concern through the claims process. Please contact me via email at [Your Email Address] to discuss the next steps and arrange for reimbursement.Thank you for your attention to this matter. I trust that the Better Business Bureau will assist in ensuring a fair resolution to this issue.Sincerely,Olive
Business Response
Date: 09/29/2023
In talking with our office, it sounds like an arrangement has already been made in this matter
Initial Complaint
Date:09/23/2023
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.
I am a disabled veteran who went through months of searching for the perfect home for my family. I discovered Pultes ********************* subdivision and found one that I loved. I am out of state and the initial contact with ********************* was an absolute amazing experience. Unfortunately, after she connected me with *********************, the experience drastically changed. ***** was initially accommodating until I had a real estate agent help with the transaction. I spoke with ***** Thursday September 21 and she was accommodating with her explanation and her personality was welcoming. I told her I had a real estate agent helping me from another state and that person advised me to look into Pulte homes in **********. We discussed the VA interest rate, and she did not have knowledge regarding the rates and was told I needed to submit a lending application to obtain the current rates. I told her I had submitted a loan application through Navy Federal and had not heard back from them and am pursuing another lender with lower rates. I asked about the ******* money amount and to get it lowered since the home was built and my closing costs (even at their rate) would yield over $18,000 back to me. She told me she would contact the person regarding the VA information and get back with me so I can put down the deposit. She did contact me back and I was told to get the preapproval through my lender by the next day and if I didnt want to use their lending company, I would lose the 3% concession. She was still going to get back with me regarding the ******* money. I did not hear from her that day or the next. My agent reached out September 22, 2023, and was treated with hostility and she refused to give contact information to someone above her when asked. She continued to tell my agent the price just increased and the discount changed. I immediately went to the website and discovered it was still the same.My agent received an email on September 22,2023 stating the home (lot 11) was now sold. I still had not heard back from ***** regarding the ******* money and was now shocked she sold it. I received an email from ***** on September 23, 2023, stating the ******* money was negotiated down to $12,500. She is rude, lies, and does not help with the buying process. She makes the buyer feel like she can be trusted but immediately neglects them when it suits her. I have spent many days and hours trying to accommodate ****** requests and it was for nothing.I am now in a situation where prices increase daily as Im waiting for proper personnel to contact me. The disreputable business practices conducted by ***** need to be addressed regardless of the outcome of the deal I was pursuing. She is working for Pulte and it feels as if she does not want disabled veterans in that community and did a great job on pushing us out. I have never been treated this way by a builder and I have built a home from the ground up through *************** where I had a great experience. This entire ordeal has caused great anxiety and depression and I do not want this to happen to anyone else. I am hoping Pulte does not endorse this type of behavior.
Business Response
Date: 09/26/2023
We apologize for any miscommunication regarding this situation and we are working to understand more of the circumstances surrounding this situation with their real estate agent. This will be handled directly at the division level.
Initial Complaint
Date:09/22/2023
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.
We closed the house with Pulte about 1.5 years ago. From the closing to 1 year review we found multiple issues with our new house. They also threatened us to not to repair if we dont provide those issue list timely. We took a day off to review and list the issue we have in our home. But they didnt repair those issue, they are pushing back those issue to do it in 2 year review, which doesnt make sense. We have issue from day 1(from closing) it get push back to 1 year review. Now issue from 1 year review they are pushing back to 2 year. I want them to stand on their warranty terms. Please provide the warranty which you Pulte has promise to their homeowners.
Business Response
Date: 10/19/2023
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 home concerns.
******************************************
**************
Initial Complaint
Date:09/21/2023
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 closed the house with Pulte on 2/10/2023. As per the 1 year service warranty and gurantee I raised few of the problems I noticed as complaint. After several follow *** just 2 of the problems in the complaints resolved and serveral problems are not fixed. Its been 7 months now and there is no proper response on creating the work order or any communication. Just to throw an example some holes started apearing in the backyard patio concreate and the response was the holes are normal and you can fix it using a filler myself. I can't agree with this becase it is mentioned that only hair line cracks are normal during closing time. As per the warranty I expect Pulte to honor and fix all the service request. Also during these 7 month period I went for a long vacation and they closed the old request and asked me to create a new service request and still things are the same.Other problems listed in the same complaint are,1. Wood pillar to be stained through out and in few places it is missing the stain.2. One of the steps in the stair case in different color 3. Kitchen door cabinets are opening on the same side 4. Grass sods needs to be placed *********** request no: GE1899567 *********** request no: GE1834804
Business Response
Date: 10/19/2023
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 Georgia 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 Georgia team contact information below to address your home concerns.
*****************************************
**************
Customer Answer
Date: 10/24/2023

Complaint: 20637309

I am rejecting this response because: Still not all the items originally listed are not repaired to the satisfaction. I can't close this complaint until all the items are addressed.

Sincerely,

*****************************
Business Response
Date: 11/13/2023
The local ******* team is working to address all of the pending concerns. Landscaping is the last pending item.
Customer Answer
Date: 11/20/2023

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:09/20/2023
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.
On 8/8/23 we had a leak on a water line outside our house and were immediately in contact with our ************* Manager from ********************** on all courses of action. She said she believed the leak was covered by warranty but was maybe just past the coverage timeframe, and to get the repair done. The tech who addressed the leak found it to be caused by installer error. I relayed this and that Pulte should be responsible for the repair since a Pulte contractor had caused the problem, well within the warrantys time constraints. She disagreed, and I said that it seems like we were being taken advantage of. At that point, she became very agitated and said just file a service request to get it taken care of, and hung up.We had the leak repaired the next morning, 8/9/23, as not having water was a large health and safety hazard for our family of four. That technician stated it was indeed over tightening of a coupling that caused it. That same day Pultes ************* Team emailed us that the service request was being processed. However, the next day, 8/10/23, they emailed us stating we must amend our initial response. We do apologize for the confusion, and the leak is not actually covered. This email is a direct admission that Pulte is aware that we were initially told the leak was covered, but now realize that it isnt. Since that initial information from Pulte directed us to get a repair done that would be covered under warranty, Pulte is responsible for the cost of that repair.There has been a vast amount of emails sent on this issue, including multiple requests for information to provide in order to have the builder proceed with the issue and reimbursement. We have provided 100% of that information, which all shows the builder to be at fault and that we have complied with all requirements. All we ask is that Pulte upholds their word and pays for the repair.
Business Response
Date: 10/19/2023
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 Central ***** 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 Central ***** team contact information below to address your home concerns.
**********************************************
***************
Customer Answer
Date: 10/28/2023

Complaint: 20630489

I am rejecting this response because:

Nobody from Pulte Group has contacted me regarding this issue, as they stated would have happened within 2 business days.

Sincerely,

***************************
Business Response
Date: 11/01/2023
We agreed to do a partial reimbursement for the repair
Customer Answer
Date: 11/06/2023

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,

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

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Pulte Group is NOT a BBB Accredited Business.