Complaints

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

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  Pulte Group

  3350 Peachtree Rd NE STE 150 Atlanta, GA 30326-1424

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  CTX Mortgage Company

  2301 N. 4th Street Flagstaff, AZ 86004

• 

  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

  27183 N 71st Ln Peoria, AZ 85383-7374

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2023

  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.

  Purchase home with Pulte in their *********************************** Community in *************** - Pulte changed the design of the shower (please see pictures attach) from their model to our house during the construction of the house. NO notice was given that design was going to change or else we would have chosen another layout for the bathroom now knowing the issues for the shower. A question on this, is this not a breach of contract when we purchased the house based on the design of the model and Pulte changes it with no notice at all. Also, Pulte promised that we would have 3 walkthroughs during the start to end phase of the construction. We had one which was the end when the house was completely finished. For the main issue: Master Room Shower Door Leak - Pulte keeps changing contractors that they send out to repair the issue and the result is that each contractor points to a different issue and hence results in band-aid solution and does not fix the main issue which is the water leaks from shower door. Depending on who is here to fix the issue. Tile guy would say, it's not a tile issue. It's the shower door issue. We have the shower door *** come and he says, not a door issue, it's a tile issue. With all the back n forth. No one has really taken accountability to get this issue resolved.- Have attempted 3x to fix the issue and we are still at square one.- for the pictures. Shower Leak 1 is the initial before repair. Shower Leak 3 is the most recent pictures after some initial repairs done. But that repair did not completely resolve the issue of water leaking from the door.Would appreciate if we can get some support from the organization to push Pulte to send the proper personnel and arrange for the final resolution for this. Thank You very much.

  Business Response

  Date: 09/25/2023

  We had a 3rd party contractor ******************* go to house on Wednesday 9/20/23. We had Battle Born put new door seals, door sweep, and included the metal round to help prevent any water from shedding outside the shower. Per the photos it looks like water gets on to the bathroom floor from when the shower door is opened. The water sheds off the sweep and door. There is nothing that can be done to prevent this from occurring. We will continue to help assist the homeowner as needed and await his return from ************ where he is currently living to test the shower. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20627528
  
  I am rejecting this response because:

  - The current design is not we agreed to purchase. Pulte made a design change during construction and did not notify us of the design change.

  - Pulte's statement of "nothing can be done". So does this mean we have to settle for wet tile floors everytime the shower is used?

  - There has to be other alternatives wherein anything outside of the shower is dry during and after the shower.  As you can see from the pics, there is still a leak at the corner of the door and wall.

  
  Sincerely,
  
  **** Go

  Business Response

  Date: 10/12/2023

  Pulte ********* Division leadership is scheduled to meet with the homeowner on November 1st around 2pm. They will make a plan on how to proceed from there. 

• Initial Complaint

  Date:09/19/2023

  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.

  The issue is with the ** unit. It is too small for the square footage of the home and it is installed poorly.I have had the company that installed the unit come out and look at the issues. Conditioned Air advised they would have to remove the air handler to have it installed and sealed correctly. I called Conditioned Air and they would not respond. I contacted Pulte warranty person that stated he would move forward with the issue. I waited weeks. Contacted Warranty and now he does not work for my community, and no one else has done anything. The issue was brought to the builders attention June 8, June 12, August 4, *** August 10, 2023. All before we closed on the home August 14,2023. The problem was ignored.The photos show what the model home ** install looked like. The other photos with spray foam and tape everywhere is ours. There is a photo of the size of our until and a photo showing the size the unit should be since our home is over **** sq. ft.I am not going to play the blame game or the "he doesn't work here" ...The unit needs to be removed and reinstalled correctly with a 3.5 ton unit.

  Business Response

  Date: 09/25/2023

  The builder has verified that a 3-ton unit is more than sufficient for the residence, based on the engineering design and the energy calculations associated with the home. The builder has scheduled the **** vendor to conduct work on 9/27/23 to reseal the existing unit to ensure full functionality of the interior handler and address the aesthetics of the plenum meet to the ceiling plane. The homeowner is aware of the determination by the builder alongside the timeframe for the upcoming interior handler services on 9/27/23. 

  Customer Answer

  Date: 09/25/2023

   
  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.
  
  As long as the **** company does in fact show up as scheduled and they remove the unit , then install it properly. If it is not done on time and removed to be installed properly I will fill the complaint again.
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/12/2024

  The builder has spoken with the homeowner directly and addressing the outstanding, warrantable items in the residence. Forward action planning will be relayed to the customer appropriately alongside ********************** supervision when repairs are in process. 

• Initial Complaint

  Date:09/19/2023

  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.

  Since purchasing our home a little over 5 years ago, Pulte homes has been on site repeatedly to repair issues under their warranty coverage. The master bathroom shower floor has been a continuing issue during this time. We have had to have the floor patched/repaired four times over this period of time. The floor is in need of servicing again because grout is again cracking and coming out leaving grooves between the tiles. This work requires someone with appropriate experience, yet we have had this issue far more than what would be considered reasonable. In addition I have had to take repeated time off work (11 instances) to be present on site for the ******* requiring two to three visits per repair. This has been very costly to me personally.We expect Pulte homes to fix the floor so that it does not need patching or repair in less than 3 years. In all honesty, most shower floors don't need to be repaired for many years. This one is averaging approximately every year to two years. We find this to be excessive and due to poor workmanship either in the substrate or the surface tile and grout work.

  Business Response

  Date: 09/20/2023

  Pulte is more than happy to evaluate any potential warranty issue.  There are specific guidelines and timeframes associated with the warranty contract and if there is an item that has failed or is currently failing and also falls within the warranty timeframes, we will evaluate the item and set up a plan to either fix or replace the material associated with the failure.   

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Closed on home Dec 2021 I have been waiting for too long for the remainder of this punchlist to be completed. I have several emails and texts with no response for customer care. I would like to be made whole!!This is not how people should be treated, let alone military veterans.

  Business Response

  Date: 09/19/2023

  I have read the complaint and viewed the attachments.

  We have already emailed **************** yesterday 9/18 and will re coordinate remaing warrantable repairs

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20620623
  
  I am rejecting this response because:

  Pulte has had sufficient time to correct deficiencies. My emails, calls and texts have gone unanswered for months (I have record to prove this). Their response was as a result of BBB intervention and anything short immediateaction is futile.  I have further requested mediation in the past which has also gone on deaf ears.  It is now time to deliver!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/05/2023

  Good Afternoon,

  Again a work day is scheduled for Friday 10/13

  We will address any warrantable items at that time

  If  upon completion of warrantable items **************** feels the need for mediation, he can refer to pg. 17 of the Pulte warranty manual for steps to pursue that.

• Initial Complaint

  Date:09/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a newly constructed house from Pulte. Started having problems in March. Later realized that the problem was coming from the ductwork. Had a company check the ductwork and found fiberglass lying in it. The house is contaminated with fiberglass and the company is unwilling to take responsibility for it.

  Business Response

  Date: 09/13/2023

  Several subject matter experts have visited the home for investigation of the customers **** filtering and duct concerns. To this point all reports confirm the **** system filtering and ducts are operating as intended with no unusual behaviors. Next step is for Pulte to send a 3rd party air quality professional/expert to the home to inspect and test for air quality. Once report is received, next steps will be determined.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20582848
  
  I am rejecting this response because:
  
  Sincerely,

  I have to send th
  
  *********************************

  Business Response

  Date: 09/28/2023

  Per the West ** Division ************* Team: "The homeowner had duct cleaning performed following the discovery of a small piece of duct board at a register. We have sent *****'s HVAC, ********************* of *****, as well as an environmentalist through ********************* to determine if a defect exists. No defect has been identified and the homeowner's HVAC system has been found to be functioning exactly as designed. The Pulte hired environmentalist found no particulates of concern."

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20582848
  
  I am rejecting this response because:

  I continue to have particles striking me. It feels like glass splinters. It is also in my car and sticks on my leg. I cannot see this being an allergen. Continue to strongly believe it is that piece of fiberglass found in the ductwork. I continue to do all I can to rectify this problem on my own
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we were building a house and put down ******* money as required. the salesman started off with saying the build would be 6 months, then it got to maybe 9 months, around moth 12 we were in a bad situation in a few different areas. we had ordered furniture to be delivered between the 6-9 months, and were at risk for losing the furniture due to the house not being ready, we needed to sell the old house as well as we were legit living out of boxes because the pulte reps KEPT telling us, "I know it doesnt look like it but its closer than you think" , so for months we kept going back (among all the other c*** they tried to tell us) , and finally after a year we had to make a decision cause rates were going up and things were falling apart we needed to buy another home so we did. now pulte wants to keep the 6k we put down, and they raised the price of the house to get paid on both ends. bad, bad experience. all we wanted was our 6k back, or for them to get done in a mater of time they told us.

  Business Response

  Date: 10/10/2023

  Good Afternoon,

  The home that the ******* originally purchased and started to build with us closed with a different buyer (after they terminated their agreement) in March of 2022. Our build times did extend further than we would like during COVID due to component and trade constraints that were prevalent throughout the homebuilding industry.  Per the Purchase Agreement that both the builder and the Rileys executed, we have 2 years to deliver a home to our buyers and the timeframe we were tracking for completion of their home was still within that allowance.  Also per our Purchase Agreement, we have the right to retain deposits if buyers choose to terminate their agreement.  We exercised that right in this case when the ****** chose to terminate their contract with us. Let us know if you have any further questions.

  Regards,

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

  VP of Operations- PulteGroup ***********

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20571097
  
  I am rejecting this response because:
  You guys were tracking to be on time you guys have no sense of time, your team literally kept pushing the time back because they have no idea how to judge the time frame. I agree that I was (am furious with things) so I told her in the email Id like to sign the contract to cancel BUT I was waiting on the ****** money back. **** took THAT and canceled on your own. For that your already wrong. You take an email (no signature) and cancel it on your own!! If you were out through the bony we had to go through youd open your eyes. You guys know you can s**** people over due to people will always need to buy a house. Because **** told us 6 months, we trusted you! This is literally what you do EVERYDAY, so we planned accordingly cause we wrongfully trusted you. Because yall couldnt be on time and we were selling the other house we were forced to make a decision to move into this house now, higher rates and higher price house but its what we could do with needed to sell the other house. Yall KNOW your just greedy we are sticking with what the contract says , yall dont like to make people happy just get fat checks. **** wont give me my money back then want to raise the price of the house and sell it to someone else even though I never canceled that contract, no morals I can see clearly 
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/13/2023

  Good Morning- as I stated in my previous response, the homebuilding industry across the country experienced unprecedented delays in products/components that we use to build our homes along with labor shortages during this time due to Covid.  A build schedule that was very predictable became unpredictable due to these constraints.  We still delivered this home within the allowed upon timeframe that was documented in the Purchase Agreement that all parties signed and executed.  In regard to your request for termination, our Purchase Agreement states that any written notification from the Buyer that states they want to Terminate is enough for the Agreement to be terminated which is what we followed in this instance. We apologize that the construction of your home took longer than expected.

  Regards,

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

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20571097
  
  I am rejecting this response because: I feel like to 2 sided that if I saw something in writing you guys get all legal and matter of fact. But when you guys dont follow through with your statements its all good. Yes you finished by the contracted time, but you also lied to us over and over and you got to realize we had a house we were selling, we had 3 stores that were trying to cancel our orders on furniture/ appliances and then we get nailed with higher interest. So we literally get screwed over and over , yall sell the house for more money, take our 6k and say sorry but its legal. Theres a difference between legal and morally doing something right. as long as no one is playing with your lively hood and money your ok. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/07/2023

  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.

  Bought a 1.75M $ townhome 7/27. At pre closing walk through 7/21 several issues were noted w construction manager - 4 flickering light/ sensor switches, no. Working AC in 2nd bedroom, defect freezer/ Icemaker ( not working at all ). I moved in 8/11. None if the issues are resolved , specifically the non working freezer which is a basic living g requirement . Rude Electrician came by without any solution. I have requested to speak w a manager repeatedly , no answer , requested a replacement or repair asap, nothing happening .Im seeking immediate fridge replacement or $ credit so I can purchase new one myself

  Business Response

  Date: 09/08/2023

  We are aware of the concerns in the home and our team has been addressing them with our customer. We now have all items logged into our warranty system so they can be tracked correctly and expect to have them resolved shortly. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20568112
  
  I am rejecting this response because:

  i have been informed that a new fridge was ordered for me (9/8) and a technician was also still going to look at the old  fridge .

  as of today I still lack basic living conditions  as the fridge / freezer is still not working , the tech has not been here . I have asked when I will get the new appliance and was told that they are checking the status of that every day . 
  i have not seen confirmation of an order nor , more importantly , do I know WHEN a new fridge will be here .

  this situation remains unchanged until I have a functioning appliance .
  i appreciate the efforts but find it unacceptable that after purchasing a 1.75M $ Brandnew condo im living in it without a working freezer / fridge , and have for over 7 weeks now. 

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

  Business Response

  Date: 09/18/2023

  As stated, we are aware of these concerns that happened after moving into the unit. We have reviewed and documented the issues and are working with our trade partners to resolve. Appointments have been made and we have a delivery date of 9/22 for a new refrigerator to be delivered and installed. The time is to be worked out with the customer.

  The items that have happened are not unusual in homes. This is why products and home builders have a warranty process. 

  We have addressed the concerns provided to us and will continue to work diligently to resolve. They are logged into our system so there is no further need to discuss through this medium.

  Customer Answer

  Date: 09/20/2023

   
  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. A new fridge is scheduled to be installed 9/25

  thx 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/05/2023

  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 bought a new construction home from Pulte in June 2023. This was our 5th new home from a builder. We were told that Pulte follows highest building standards, and cares about customer experience. In our orientation we felt great that the company has customers best interest and genuinely cares about the experience.Unfortunately after a week of closing we were in for a big disappointment . We raised an issue with their faulty plan . They have HVAC condenser units placed next to the bedroom, within a feet distance, right next to where one would sleep. We have a decent size lot and yet this was the only place they thought made sense. We were told that fix this ourselves and move the unit, because this is per design. So they conveniently shifted the problem to customer. It's estimated to cost over 2000$ to move this custom build bedroom noise upgrade feature they have delivered.We escalated to VP ******************* but got no acknowledgement nor response. Terrible business practice. not buying a pulte home ever. And won't let any of my friends and family buy one too Buyers beware this company does NOT care about customers. What's worse is the market it as if they do.

  Business Response

  Date: 09/20/2023

  We have spoken to the homeowner and re-confirmed that the **** condensing unit is per the approved plans by the local jurisdiction and unfortunately, are not able to accommodate their request.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20561377
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/21/2023

  We acknowledge the customer's rejection, but it does not change the circumstances surrounding the matter. We have already documented and answered the concern and have nothing further to comment on it. We stand by our limited warranty we provide to all our customers and will respond to any new and different concerns sent into our customer service team.

   

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20561377
  
  I am rejecting this response because:

  ill take this up with the city on how they approved this plan within a feet from the wall. I'll let other potential buyers who show up next door . Good luck selling that home 

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

• Initial Complaint

  Date:08/31/2023

  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 paid a $25,000.00 ******* money deposit in May 2023 to Pulte toward purchase of a new house in Sun City Festival, located in *******, **. The stipulation included that we must be able to qualify for a loan, but in the process we discovered that because of a previous claim on our Nationwide homeowners insurance on our current home, our insurance carrier would not cover us for the new house. Because we have a bundled policy with our home, vehicles, etc with them, we do not want to switch. We also want to stay with Nationwide. They refused to refund our ******* money, and said we could go with Pulte Insurance, which for the stated reasons were not satisfactory for us in our situation.

  Business Response

  Date: 09/05/2023

  Dear BBB-

  Thank you for providing this communication. The customer purchased the inventory home from ** on 5/20/23. They were represented as well in their purchase by ************************* with ***************************** Realty. The buyer then received a conditional loan approval from Pulte Mortgage within the framework of the purchase contract, of which one of the conditions was to obtain homeowners insurance. The buyer was scheduled to close on 6/30/23, as the appraisal was done and a mobile notary was arranged for the buyers to close. As the buyer indicated, they had an insurance situation and refused to review alternatives to complete the purchase, therefore, creating a default of their agreement. There was no condition in contract that the buyer would need to use their insurance provider, only in order to complete the transaction. The seller was ready, willing and able to close on the property the buyer purchased.  This property is still available on the market today, as a completed home.
  
  Pulte would be willing to sell the home back to this buyer if they are willing to fulfill the terms of the agreement, if the home is still available at the time they would look to re-purchase it.  Pulte would also work with them to see if a seller credit could be provided to help offset any expense associated with unbundling their insurance, as the buyer noted.

  In summary, Pulte was and is willing to work with the buyer to sell them the home, however, the buyer decided to cancel without looking at alternative solutions, which as stated, were not a condition of the purchase agreement allowing them to receive a refund of their deposit.

  Respectfully,

  *************************
  Vice President of Sales :: Arizona Division  

   

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20551017
  
  I am rejecting this response because:

  Pulte is stating with false certainty that we did not review alternatives in insuring the house that we were hoping to purchase from their inventory. We in fact did do this, by discussing it thoroughly with our insurance provider, carefully weighing the pros and cons of switching insurance carriers in order to obtain the loan. We should not be forced by Pulte, with the threat of them keeping our $25k ******* money, to accept one of their insurance providers in order to get the loan. Our agent confirmed that with the claim issue we had, it takes 5 years for it to drop off for a high quality, reputable, top tier (well known with a good range of coverage, etc.) to insure us. We have chosen to stay with our insurance provider of choice for all those reasons and more, and that is a very important and personal choice to us. Pulte, in light of this, should respect that decision and not hold hostage our ******* money as penalty for not being willing to be forced to change insurance in order to get their loan. Our only recourse next, if they dont do the right thing, is to direct this to the ******************** ************* which I have already begun contact with, and the ** Attorney Generals Office. 
  We are asking for them to take the high road, consider our unique situation, and return our ******* money to us. 

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

  Business Response

  Date: 09/08/2023

  I have forwarded this communication to the Pulte Arizona division leadership team for any follow up that is necessary. They will be the best avenue to work with, as they are working with the details of your sales contact.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20551017
  
  I am rejecting this response because: I have not been contacted by the Pulte Group in Arizona, as their corporate office has said they have passed it onto them, therefore I am kindly requesting the BBB to keep our case open until this is resolved. 

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

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business Response

  Date: 09/19/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Per the Pulte ********* Division VP of Sales: We resolved this matter yesterday. The customer signed the change order and are moving forward.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20551017
  
  I am rejecting this response because: We have not settled this matter (as they are stating,) nor have I spoken yesterday or any other day with them at the ** office. I left a voice message last week for them at this office, and received a voicemail from a *******************, VP of Sales, two days later on Friday September 15th at 6:41 pm CST saying they were likely not to change their position but I could call if I had new information.
  We have elected to pursue mediation with the BBB, and that has not changed. I have not signed a change order as they stated in their most recent comments (or any other paperwork since the termination paper dated 6/12/2023.) We have not resolved this or moved forward as they are stating here.

  Thank you.
  
  

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

  Business Response

  Date: 10/12/2023

  Dear BBB-

  Thank you for making Pulte of aware of this concern. Our Vice President of Sales, *************************, has spoken with the buyer regarding this most recent BBB contact and the terms of their agreement.  They were advised Pulte maintains it's position and the deposit would be retained for failure to close. 

  Respectfully,

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

  Division Director of Customer Care

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

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20551017
  
  I am rejecting this response because:

  They have refused to return our deposit after learning of the reason why we are canceling the contract, which is very reasonable; that is, our insurance provider will not ********* for that house, and we did not know that going into the offer. In order to cancel the contract as we understand it, and get ones deposit back, we must be able to obtain a loan as we arent cash buyers. We must have insurance to carry a loan, and they are stating we should have gone with theirs, or another. We have reasons why this is not going to work for us to switch insurance providers at this time, but they have refused to take that into consideration. This is completely unacceptable and wrong. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/02/2023

  I appreciate your perspective regarding your case, however we stand firm that this matter is closed.
  
  I would like to refer to you to section 11 of the attached sales agreement. You have the option of requesting arbitration in order to resolve your concerns.
  
  We are confident in our decision in this matter. Thank you.

• Initial Complaint

  Date:08/26/2023

  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.

  As a first time home buyer it was really challenging to find the perfect home for our family that would accommodate the entire family. In April of this year we found Pulte mortgage and made the decision to purchase our home located in ************ **. Since we did our celebration walk through and moved in completely as of May 29th. We have been having a lot of problems with our Air conditioning unit where water is underneath our floors/carpet and baseboards as well as repairs not being completed in a timely manner. As we are moving into our third month of living in our home we have not been able to fully unpack and get settled due to the challenges with our home. On June 5th Airtron came to our home and made repairs on the unit. On June 30th the floors were prepared due to water damage. On July 10th the carpet was replaced by a contractor service. July 16th we started to hear some water and discovered that the pump that was leaking before has started back leaking and dripping on the floor. The air conditioner was reviewed on 8/25 and now its back underneath our floors again. We currently have a hole in our wall and now another leak. We are still waiting on drywall to be fixed/ baseboards and several visit a total of nine from the contracted provider and still no resolution. As of 8/25/2023 the problem has still not been resolved. We have sent the business several emails , made phone calls and also made arrangements for all contracted providers to come and fix all issues. This has caused us a lot of emotional stress and we just want to settle in our new home and start to fully live in what we worked so hard for.

  Business Response

  Date: 09/21/2023

  Pulte ********* division leadership has communicated with the homeowner via email about her ongoing concerns with Airtron. The **************** team reached out to Airtron and forwarded them videos to address these concerns.