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

  2601 Stockton Hill Road Kingman, AZ 86401

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  PulteGroup Inc

  2508 E Alta Vista Rd Phoenix, AZ 85042-4691

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  PulteGroup Inc

  27183 N 71st Ln Peoria, AZ 85383-7374

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  PulteGroup Inc

  2847 E Los Gatos Dr Phoenix, AZ 85050-8271

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:08/22/2023

  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.

  The following may seem unbelievable but it is all true.In June of 2021 we signed a contract with Pulte for a new home build in a *************** community in *******. We recently sent over 60 pages of documentation to the *** of Pulte, describing all the difficulties, disappointments and, in some cases, outright lies we have been forced to endure since then. We asked him one simple question Are you proud of how Pulte treated us? Sadly, he delegated the response to us to one of his local subordinates who never mentioned, nor did he answer, the question.It would take too long to list every single thing Pulte and their subcontractors did wrong, but we will list a few of them, starting with items that, 17 months after closing, remain unresolvedAll 6 hurricane-proof door wall sliders provided by American Builders Supply were damaged.Every hurricane-proof glass window was scratched.Every cabinet front provided by ***************** needed to be replaced.Pool plaster and paver issues with the pool subcontractor, ********************.Slab out of level causing unacceptable LVP flooring issues from Classic Floors ********* This is a partial list of those construction and/or warranty issues that have, to some extent, been addressedEvery interior door was ill-fitted and the vast majority of them creaked and groaned.Multiple window openings out-of-square Damaged roof tiles Improper floor tile installation in Laundry Room All 3 toilets sitting crooked and running continuously TEN separate visits after closing to get our dishwasher working And we told Pultes *************** to forget trying to repair the misaligned floor tiles in Guest Bedroom bathroom We see no end in sight to this nightmare and we will forever regret having made this purchase. The stress, both mental and physical, this has caused us has been terrible. The fact that our lives have essentially been on hold as a result of the endless problems and delays is unacceptable.Buyer beware!

  Business Response

  Date: 08/30/2023

  Thank you for communicating the submittal of this claim. Pulte is and will continue to work through the remaining open items in the home- including but not limited to cabinet parts, sliding glass doors, windows, g-cut floor tile. All that has been committed to be addressed will remain in focus until resolution. 

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20507962
  
  I am rejecting this response because:

   

  See   ****** BBB RESPONSE 08 31 23     attached above.  If any issues, please contact us via email at ******************** or telephone ** at **************
  
  Sincerely,
  
  Ed And ***********************

  Business Response

  Date: 09/08/2023

  I have forwarded this communication to the Southwest ** 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 service.
  

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20507962
  
  We are rejecting this response because it does not address and resolve to our satisfaction ANY of the specific items we detailed in our 8/31/23 response to PulteGroups initial response to our complaint.  According to the BBB website, PulteGroup has fourteen (14) days to respond to our most recent communication.  Their response, dated 9/8/23, simply lets us know that the person who initially received the complaint has forwarded it (after doing nothing with it for a week!) to someone here in *******.  We will await a response from them but if we do not receive one within the allotted 14-day time frame our rejection of their response will be final.
  
  Sincerely,
  
  ** and ***********************

• Initial Complaint

  Date:08/20/2023

  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.

  We are in our 1 Year Warranty period and working with *************************** - ************* Manager II of the Columbus ********************** and have not hear any response or ETA on scheduled repairs that were originally discussed 2023-05-26 when he came to the home in person. Originally we were scheduled to get all repairs done (we have a spreadsheet/PDF documents sent of items that were discussed) for *************.Below is the timeline of events since and we have email records of all communications:2023-06-19 - I emailed additional items an inspector found. No Response from ***** 2023-07-14 - I emailed a compiled PDF list of items we discussed in May and the items from inspection. This included an additional item we noticed (loose toilet - ******************************* scheduled the plumbing to contact us for an appointment). No Response from *********2023-07-17 and 18 WORK - only drywall and painting was addressed. No Response from *********2023-07-19 - I emailed again regarding our disappointment and inconvenience from the two work days that were scheduled and most crews not appearing as promised; also an overview of all the items that still needed to be completed. Asked for next steps. No Response from *********2023-07-25 - Plumbing company resolved the issue as planned 2023-07-31 - Emailed for some update from **** on our situation. No Response from *********2023-08-07 - Emailed for some update from **** on our situation. No Response from *********2023-08-10 - Emailed for some update from **** on our situation. No Response from *********2023-08-14 - Emailed for some update from **** on our situation. No Response from *****We have offered to contact the sub contractors directly to get the issues resolved (cracked grouting in owners bath, siding repair, vent missing in office, damaged window screens and scratched window, bathroom fan replacement, cabinet and trim repairs from original build, miscellaneous door repairs) as promised in the warranty and to prevent further damage.

  Business Response

  Date: 08/21/2023

  Good afternoon ********,

  Please accept my sincere apology on the lack of follow up and failure to respond from my team. I have spoken to **** and he will be following up with you directly. I have created a weekly calendar invite to review with ****, your repair progress and we will develop a weekly cadence for him to give you regular updates.

  Thank you,

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

  Division Manager of Customer Care

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

  Customer Answer

  Date: 08/26/2023

  We are very happy that **** reached out to us on 8/22 and asked for dates that we could get appointments scheduled for repairs starting after 9/6. We replied the next day on 8/23 with multiple available days in September and are still waiting for a confirmation on which day(s) and what repairs will be addressed in September. Therefore, we would like to keep this claim open until we receive appointment details for all the issues we shared so we won't have to open up another claim if we don't hear back again soon.

  Business Response

  Date: 10/10/2023

   the final repairs are scheduled for 10/24/23. Thank you!

  Customer Answer

  Date: 10/13/2023

  Hello, 

  We do have a tentative date for one of the last big items to be completed on 10/24/23. However, there was an issue with an order and that date might have to be moved back if the new order does not arrive in time. Additionally, we are sill waiting on a third party (through Putle Group) to schedule repairs on our flooring and grouting issues; RiteRug (the third party) had an inspector document the issues, but have not set a date for repairs. Until all issues are complete or at least scheduled, I would like to keep this complaint open/unresolved. 

  Thank you,

  ********

  Business Response

  Date: 11/08/2023

  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 Pulte ******** 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.
  ******************************************
  **************

  Customer Answer

  Date: 11/13/2023

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

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home from Centex in 2020 and received warranty from Pulte. Within that warranty, one of the things noticed in the house was shower tub was wobbly. I put in service request and the company came in to replace the shower tub (a very easy thing to do). However, they replaced the tub with different size which led to tile company having to change tiles which led to door people having to change shower door. This complaint was officially filed in 2021 and two years later, I am still out of bathroom shower due to the time it is taking to get this done. They brought in people who changed tile which led to a major leak into my house and damaged kitchen/living room dry wall. Then, I was informed by their remediation team that it is because waterproofing was missing behind tiled from original construction. After a long wait and lots of escalations, I was told them will replace the shower tiles. Tiles that were initially upgrade to my bathroom were not available anymore therefore we had to choose different tiles. Team completed the work and it looks beyond terrible. crooked lines, huge grout areas, tiles are cut from several areas and sharp edges. Same applies to door. I was informed this door wont fit anymore but they didn't want to pay for new door so installed same glass door and person working here drilled it through our water pipe causing another major damage to my house. We had another kitchen/living room. Now, I have bad shower, door, and property damage of kitchen/living room dry wall.I need refund for the upgrade tiles because the work should look atleast similar or better than original construction not much worse.I need refund for damage to my property as they fixed the drywall 3 times and it is not fixed.I need refund for my shower as they fixed that 3 times too and its not fixed. It has been 2 years of wait time and like I said been even escalated to CEO and not to mention they caused personal injury to my daughter several times.

  Business Response

  Date: 08/25/2023

  To Whom It May **************** message is in response to complaint #********. 
  
  Unfortunately, there have been several issues that have taken place that have impacted the repairs on this home, however Pulte remains committed to completing those repairs.  The shower pan and leak in the upstairs bathroom have both now been repaired and I have assessed both the drywall issues and the tile concerns and discussed further repairs with the homeowner. 
  
  With consideration to the drywall, Pulte and the homeowner have agreed that a new drywall company will repair the ceiling.  The homeowner will be given plenty of advance notice of the repairs and Pulte will make sure that surfaces in areas in the home in which work is performed are covered to minimize dust and debris in the home as a result of the repair work.  In addition, we will have one of our ************* Managers onsite to get the crews started and the manager will stay in the community for the duration of these repairs should any questions or concerns arise during the repair.
  
  Regarding the tile, there was evidence of lippage and uneven grout lines around the window and shower bench area.  Pulte has agreed to redo the shower tile to address these issues.  For these repairs as well,a ************* Manager will be present to manage the process and will stay in the community to resolve any questions or concerns during the repair.  
  
  Our motto at Pulte Group is to always do the right thingand we have always been and will remain committed to resolving these issues.
  
  Thank you for your time and consideration in reviewing our response.  We welcome any questions regarding this complaint. 
  
  Thank you,

  
  Warm Regards,
  
  ***********************
  Senior ************* Manager
  ***********************************************************************
  Cell:**************
  
  
  We Build Consumer Inspired Homes and Communities to Make Lives Better
  
  Homeowners: For warranty and service requests please contact our ************* Department below:
  *************: **************
  Email: *****************************************
  www.pulte.com

  Customer Answer

  Date: 08/28/2023

  Pulte did reach out to us and evaluated previous work that was performed and discussed next steps. As everything was not mentioned in their correspondence, I wanted to make sure that everything is clearly listed before I accept the response and close the case out.

  Drywall will be completely re-done in Kitchen/living area.

  Shower pan will be evaluated as it holds water currently. It will either need to be adjusted or replaced with original smaller shower pan.

  All tiles will be re-done to make sure they are acceptable.

  Glass door will be replaced to make sure it is not patch work.

  Electrical panel will be evaluated for flickering lights. All recess lights/vents removed during the process will be replaced.

  Any damaged drywall/paint will be fixed during the process.

  Business Response

  Date: 08/29/2023

  Good afternoon,
  

  We have spoken with the homeowner and agreed to the following:

  
  Drywall will be completely re-done in Kitchen/living area where repairs were made, and seams are showing.
  Shower pan will be evaluated as it holds water currently. It will either need to be adjusted or replaced with original smaller shower pan.
  All tiles in the previously repaired shower will be re-done to make sure they are acceptable.
  Glass door will be replaced to make sure it is not patch work.
  Electrical panel will be evaluated for flickering lights. All recess lights/vents removed during the process will be replaced.
  Any damaged drywall/paint due to repairs will be fixed.
  

  Warm *************************************************************** Manager
  ***********************************************************************
  Cell:**************
  
  
  We Build Consumer Inspired Homes and Communities to Make Lives Better
  
  Homeowners: For warranty and service requests please contact our ************************ below:
  Customer Care: **************
  Email: *****************************************
  www.pulte.com

  Customer Answer

  Date: 08/29/2023

   
  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:08/18/2023

  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.

  I have owned a home in the Enclave of ********************* in *********, ******* for a little less than 5 years. Prior to closing, an issue was raised with our construction manager about loose siding. The remedy was to send out an individual to "repair" the siding by using **** nails to randomly face nail in some areas. This individual did not bring a ladder and could not reach over approximately six feet. Those **** nails have since rusted and pulled away. In early April 2023, some siding fell off the upper level of the house. A contractor arrived two weeks later to secure the missing siding but upon further inspection, he verified that the siding was not properly installed. In many, many, many instances the siding is not secured to studs and basically, is being held on by the underlayment board. He determined that this substantial defect needed to be visually inspected by the builder and properly corrected.After reaching out to the customer care department of the ************************************************** in ******* I was dismissed as the warranty for siding had expired. I was directed to ***** Construction, the installation subcontractor. I had never heard of ***** and was never under contract with *****. The individual from ***** agreed that if the siding was not properly installed, it would indeed be a warrantable situation. When he finally showed up to take a look at the house, he brought another individual who took pictures, which I never received. He did not bring a ladder so could not properly inspect the area with missing siding. In his write up to Pulte much later, he stated that the siding was correctly installed. I am not surprised since he was onsite representing his company. He did, however, note a great number of issues with the siding, and offered to provide Pulte with some suggested remedies.Pulte insists that it is a manufacturing issue and wants to file a claim with the manufacturer. The manufacturer will not warranty the material if it was not properly installed.

  Business Response

  Date: 08/22/2023

  VP of Construction reached out to homeowner to understand siding concerns. CCM/Sr. CCM scheduled a time to visit the home to inspect the siding concerns. Pulte will discuss next steps with the homeowner on 8/23 for final determination of request.

  Customer Answer

  Date: 08/29/2023

  Met with Pulte reps on August 23. Subsequently submitted desired homeowner resolution to company. Waiting for response from Pulte, which has been promised by EOD on Thursday, August 31.

  Business Response

  Date: 09/28/2023

  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 regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.
  
  For your convenience, please use the local ************-********** team contact information below to address your home concerns.
  *****************************************
  **************

• Initial Complaint

  Date:08/18/2023

  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.

  I built with Pulte last year in 2022. I closed on my home in November 2022. I am under a 1 year warranty with Pulte. Upon moving in, I was provided a phone number to call with any assistance with warranty items. In the last 2 weeks, I have had an issue with my back door no longer locking - which as a young woman living alone, is unsettling at best. I have contacted Pulte a handful of times with no luck getting through to any live human being representative who can do anything for me but "pass on a message." Each time, they've promised a response/call back within 3 business days. I have never received a call back. The automated answering machine directs you to submit a form online, which I've also done. That receipt promised that someone would contact me within ***** hours, which also has yet to happen. Pulte has committed to providing a year of warranty coverage as well as customer service support regarding that warranty - both of which I have yet to receive despite countless attempt to contact every and any Pulte associated phone number I can find. Pulte has done nothing to attempt to resolve my issue. All I am requesting is contact with someone who can help resolve issues with my home covered under the warranty. The least I can expect is to be able to contact the building from which I purchased a $400+ home from less that 12 months ago who has committed to a 12 month warranty.

  Business Response

  Date: 08/21/2023

  August 21, 2023
  RE:     
  Complaint ID:  ********
  Consumer:  *******************
  Case Opened:  8/18/2023
  
  I spoke with ************* at about 8:30 AM on 8/21/23. ************* informed me that she had left several voicemails on our **************** voice mail, called our After *********************** Line and submitted 2 Service Requests via our website over the last couple weeks, but had not received any communication back.  I apologized and let her know I did see she submitted Service Requests on 8/15 and 8/18 and that it looked like we had sent her a follow up email on 8/18.
  I confirmed with her that she had the correct phone number for our ************* team and I let her know I would send her a follow up email with my contact information as well as the contact information for her ************* Manager, ******, in case she has trouble getting a hold of us in the future.
  Thank you,
  
  *********************
  Senior ************* Manager :: ********* **********************
  cell: **************** : :  e-mail:  **************************************

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a home from Pulte after months fighting with someone to schedule closing I move in and my AC stop working in a matter of 2 days, outside light on curb doesnt work, the s**** cover on the door has been missing sand and wasnt pointed out before closing, mirror in master bath is loose, garage door isnt sealed correctly, front door closing is off and the list goes on! I submitted the requested like I was instructed to and no one has gotten back to me. I gave Pulte the 24/48 hours window they require.

  Business Response

  Date: 08/18/2023

  Pulte is more than ready and willing to help with any/all open warrantable items.  *********** request was put in on Saturday 8/12/23.  We have emailed and called requesting a site visit since receiving this open warranty ticket and look forward to scheduling the items for completion.  

• Initial Complaint

  Date:08/17/2023

  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.

  Besides the "brand new water heater" issue and how long it took to be replaced entirely, Complaints/repair tickets opened in Feb.23 are ignored. I send another email to a Pulte rep, CC'ing someone else that many in the subdivision have complained about all the ongoing issues they're having, I finally get a response.. now moving closer to Sept.23 and still waiting.As I mentioned in my email to Pulte, does anyone care at Pulte? Who gets things done at Pulte?Issues:- Drainage issues along my neighboring property lines. I've asked the gutters, drains, catch basins be installed immediately. Great for frogs, mosquitoes, etc. Not for kids.. **Neighbors opposite garage had additional drainage added to their yard.**- Dead sod and needs to be replaced. All 3 homes were to get repairs the same time. Still waiting. Now beyond two scheduled dates with no updates.- Dead **** out front.- Upstairs exterior door hardware installed reversed. **Repaired, but what skilled contractor installs door k**** reversed?**- Carpet tack strips hurts our feet. Kid foot stuck by top landing strip. Quite unfortunate experience for him. **Repaired**- Rear door exterior issues. Ramsets exposed, loose roofing/Flashing issues above Rear door.- Roofing trim issues above two car garage. 3rd. garage seems fine.- Guest room window track needs to be repaired. Parts were to be ordered. No updates as yet.- Range hood exterior vent flap doesn't close when not in use.- HVAC vent issue made guest room very cold/very hot. **Repaired**

  Business Response

  Date: 09/14/2023

  Thank you for contacting PulteGroup. I am in receipt of your email regarding your service 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 Georgia division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.
  
  For your convenience, please use the local Georgia team contact information below to address your home concerns.
  *****************************************
  **************

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a out of state buyer that was looking to purchase a house in ********** a First time home buyer am literally clueless to the whole process.I was told to use the builders preferred lender because there was an incentive of 20k.Spoke with loan processor she approved me with my travel nursing job that I was doing out of state.Nov 4th I was told I have to put down 10k ******* that would be credited at closing but I had to sign the contract right away by very pushy sales agent .I was told that there would be a ******************************************************************************************************************************* underwriting within 3 days of signing contract so they should have a conditional approval before ******************************************************************************************************************* for I sent a week and half before closing underwriters decided they want me to find another job and get nursing license in the GA.I applied right away but license would take longer than the time left to close i showed them proof of application but that wasnt good enough and it was impossible to get job without being licensed.I was told I could not use outside lender and they decided to terminate contract and keep ******* money and was only offered the option of credit towards another pulte home.They raised the price of that community so that was no longer a option for me with the increase of interest rates.Was given option only to purchase in another community with a longer commute to city and poor school district.I dont think its fair I work very hard for my money and saved hard to be able to purchase a home for my kids and for them to hold on to 10k leaving me with nothing in return is very disheartening.I cannot come to terms of loosing so much money now I have to start all over again.Everybody is in this for commission.Dishonest and shady business practices would never recommend anyone to purchase from PULTE HOMES!!!

  Business Response

  Date: 09/08/2023

  Dear Sir ************************ you for bringing this to our attention. We have called the customer and will refund her deposit. 

  Please reach out if there are further questions or concerns.

  Georgia Customer Care 

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

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

• Initial Complaint

  Date:08/15/2023

  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 moved into our new home last year. There were multiple small cuts/gouges in the master bathroom linoleum and Putle had the vendor repair it. Several sections of the linoleum were cut out and replaced. Our project manager emailed us on June 15, 2023 stating that time was running out to do our 1 year walk-through. I replied to his email two days later stating that the linoleum repairs were lifting at the seams and let's schedule the walk-through. He has not replied at all. I have emailed four times, two of those with automatic replies that he's on vacation. It's now been two months and still no response on getting this issue fixed.

  Business Response

  Date: 09/14/2023

  Thank you for contacting PulteGroup. I am in receipt of your email regarding your service 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 ******** division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.
  
  For your convenience, please use the local ******** team contact information below to address your home concerns.
  ******************************************
  **************

  Customer Answer

  Date: 09/21/2023

  The representative from Pulte did make an appointment with me and finally came to see our issues.  Work has been scheduled for late October.  I would like to leave this complaint open until all work has been completed.

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

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20471454
  
  I am rejecting this response because: **** did a walkthrough with me on September 13.  We made note of the following issues that needed to be addressed and none of them have been addressed.

  Floor repair in master bathroom  was failing and vinyl was becoming unglued in two different repaired sections.  Drywall mud defect in kitchen where the wall meets the ceiling above the cabinet over the refrigerator. Identified a few nail pops.  He asked me to put up blue tape for any nail pops, and also to check caulking in all window frames for cracks in caulking and identify with blue tape. Master bathroom and guest bathroom sinks leak around the outside edge of the sink, especially when water is NOT on full flow.  Faucets flow onto bold rim unless faucets are wide open.  We've flooded our bathrooms three times since moving it.  The faucets are the wrong style and not compatible with the bowls installed.  He said he'd check the plans.  Gas link ground wire is not sealed where it enters the house.  A/C unit outside is significantly tilted.  Hose bib on left-rear of house is not secure and siding trim around hose bib is loose.  He said he would have the the flooring company, plumber and **** company contact me, and he would have his guys scheduled for October 23 to address the nail pops, etc, that his people would be fixing.

  Today is October 23, the day he scheduled for his crew to fix the nail pops, drywall issue, caulking.  Nobody has arrived today.  I have also not been contacted by the plumber, flooring company or the **** company.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/24/2023

  Good morning *******,

  Please accept my sincerest apologies that none of the vendors showed on your scheduled work date. I have asked *********************** (our most senior customer care manager) to follow up with you and to assist **** in getting new repair dates established and ensuring the vendors show up on those dates. Again, I apologize for the missed appointments, ***** has a very successful track record, and I am confident he will help make sure your warranty repairs are completed.

  Thank you,

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

  Division Manager of Customer Care

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

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20471454
  
  I am rejecting this response because:   I will keep this case open until all issues have been repaired.  I do understand you are working with me on getting the issues resolved and am I happy that Pulte is attempting to resolve this situation.

   

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

• Initial Complaint

  Date:08/11/2023

  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.

  We moved in two years ago, repairs are minimal at best, some repairs (bowing in master wall and HVAC) we are told will NOT be repaired. I am taking off work for contractors whom do not show up. I am fixing items as I can, but it has been 2 years. Some repairs were noted at closing and one year inspection with NO movement. I know I changed my HVAC units,but it isn't the unit it is the ductwork. Also the wall is a massive bump. The workmanship is shoddy at best. It has been 2 years. I either want them to fix this or give me the money to do it myself as requested MULTIPLE times.

  Business Response

  Date: 08/11/2023

  ************* Manager communicated to the homeowner pertaining to rescheduling missed services. Homeowner approved the new scheduled service date. The **** system was replaced by the homeowner so this voided the warranty and no further action will take place. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20456020
  
  I am rejecting this response because:
  It only covers a small portion of the complaint. 
  

  1) bowed window repair

  2) year long wait for outdoor issues to be fixed 

  3) windows finished 

  4) siding repair and caulk all the holes from removal 

  5) downstairs bathroom repair 

  I do not have all of these issues addressed individually a repair is scheduled for the 11th but of what and what about the rest??? 

   

   

   

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

  Business Response

  Date: 08/17/2023

  Listed below are the responses to the other outstanding concerns:

  1) bowed window repair Windows have been replaced
  2) year long wait for outdoor issues to be fixed- ***** is scheduled for August 18th
  3) windows finished- painters have been scheduled for August 18th
  4) siding repair and caulk all the holes from removal- Schedule for August 18th
  5) downstairs bathroom repair- MPL is scheduled for  August 18th

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20456020
  
  I am rejecting this response because: 

  They have come and fixed the majority of the issues. The only thing that has not been addressed well is the large bow Im the master bedroom wall. 
  

  its to much seems to be the common answer.  
  

  This is the last item 

   

   

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

  Business Response

  Date: 08/29/2023

  ************* Manager will schedule a time to review this area of concern to see if the bowed area is outside of tolerance. If the wall is outside of tolerance. we will offer the homeowner two options to complete the repair.