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

  10736 E Ellis Street Mesa, AZ 85207

• 

  PulteGroup Inc

  20145 W Jackson St Buckeye, AZ 85326-5091

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  PulteGroup Inc

  2508 E Alta Vista Rd Phoenix, AZ 85042-4691

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:08/10/2023

  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.

  We have submitted 3 service requests over the past six weeks for Pulte to review the structure of our home. The first appointment was scheduled for a 4 hour window, 8am to 12pm, and was a no call no show. After leaving voicemails with our customer care representative (which were not responded to) and submitting a second service request we finally got a response via email a week later and scheduled a second appointment. The second appointment was also a no call no show during the 8am to 12pm window provided by ****, our customer care manager. During this period cracking across the entire length our garage floor and exterior walls has increased. Debris from masonry work on the second story is falling off our home and has damaged our vehicles. Pulte has now waisted 8 hours of our time. The lack of respect for our time, the lack of value for us as Pulte customers, and failure to fulfill due diligence (as outlined in the Pulte warranty) is unacceptable and shows a lack of integrity. I would like to talk to a Pulte senior customer care manager within the next 24 hours to discuss these topics and ensure Pulte performs their due diligence on inspecting the concerns we have with the structure of our home.

  Business Response

  Date: 09/08/2023

  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 Central ***** 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 Central ***** team contact information below to address your home concerns.
  **********************************************
  ***************
  
  Have a good day. 

• Initial Complaint

  Date:08/08/2023

  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.

  Warranty items not being addressed. No one answers the telephone. We have issues going on 2 weeks with no follow- up - doors not closing completely downstairs - Toilet cracked and leaking- needs replacement - closet door not closing in one of the bedrooms upstairs I've called many time - emailed- construction manager is terrible can't handle his responsibilities..

  Business Response

  Date: 08/30/2023

  Hello,

  We are committed to honoring our warranty and completing all warrantable requests.  All open items have been completed.  For any future issues, our team is ready to assist.

  Customer Answer

  Date: 08/30/2023

   
  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:08/08/2023

  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 closed the house with Pulte on June 27th. Before closing, We noticed that the sod was completely burnt in many places and I highlighted the concern. I agreed to close the house with an agreement to revisit the sod in a month's time. If the issue persists after a month, Pulte agreed to resolve the problem. Now the construction rep is saying he can't do anything about it despite having the issues still, actually the issue got worsen as the sod is covered by baryard grass. I wouldn't have closed the house if those commitments were not made. There are three major concerns.1. The sod is completely burnt in many areas.2. the sod and backyard areas are full of weeds. You will have to see the images to understand the magnitude of this issue. Looks like when they reseeded the backyard and sod, the seed was contaminated. these barnyard grass/weed seeds may spread and spoil the neighborhood also. 3. The garage concrete seal has completely come off due to the way construction material was handled which was also highlighted before closing. In the backyard, we can see only dense barnyard grass. I dont see this in any of my neighbor's backyard which make me think the seed used in the backyard is full of weed. It is impossible to kill or remove these weeds as there are so many!!In the first week, due to a water drain-out blockage issue in the house, we had to stay in a hotel for 5 days after moving into the house. Had to go through so much struggle with a kid as well. I believe you can provide some resolution for the concerns above, so we don't have to go through any more issues.

  Business Response

  Date: 08/08/2023

  Area Construction Manager has reached out to the homeowner to understand the concerns of his yard and requested documentation from what was agreed upon from closing. According to construction manager the agreement was we would pay vendor to come in and overseed and fertilize. Construction Manager stated it came in better but there are a couple brown spots still. When we complete the service, the homeowner will need to water that sod for 6-8 weeks or that sod will die and they will be in the same situation.  We would only be addressing the brown spots which from the pictures it looks to be centralized between he street curb and sidewalk.  

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HOA is not maintaining service that maintains the property. Landscaping is not being maintained at all. Trees are dying. Mulch is filled with weeds. Grass is left uncut for weeks.

  Business Response

  Date: 08/03/2023

  Dear Sir ******************* be advised that this community has been turned over to the *** and Pulte Homes is no longer on the *** board. 

  Thank you. 

  ******** Customer Care 

   

   

• Initial Complaint

  Date:08/01/2023

  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.

  I closed on a new construction home 4/1/22. Sometime after move-in but well within the 1 yr warranty an issue was identified with flooring on my main level. A beam was raised causing a hump in the floor. In the first qtr of 2023 Pulte customer care (the warranty ********************* finally sent a contractor out to lower the beam via my basement floor. However the crew lowered it too much. I have been waiting for the repair to continue since first quarter of 2023. There is a cutout in my ceiling that extends across an entire wall where the drywall was removed and framing exposed. I thought I was finally approaching completion of the work as contractors were scheduled for today August 1st. A contractor did arrive however he was unaware another crew had opened up the wall and already lowered it. It is my understanding the contractor and Pulte are having issues with their agreement regarding who is responsible for payment of the work. None of this has anything to do with me as the customer. I should not have an unfinished area in my basement for half a year and more than that this flooring work order dating back to second quarter 2022. Initially we the customer did our due diligence by submitting the work order requests via Pultes ************* website within the prescribed time frame. Since then, we have worked with half a dozen customer care reps who no longer work for **********************. Each time basically restarting the process from scratch, with re-explaining what work needs to be done to the floor, re-evaluating the floor, delays in scheduling, and appointments that result in no work being done. It appears we are getting the run around or there huge gaps in competencies that are not leading to an proper assessment, scheduling and work being completed.

  Business Response

  Date: 08/14/2023

  Hello,

  We are working to complete our warrantable obligations.  ***************** Manager, *************************** has been working with our homeowner to identify and schedule out all warrantable concerns.  If everything stays on schedule, we look to have all items complete by this week, Friday 8/18.

  Business Response

  Date: 08/14/2023

  Hello,

  We are working to complete our warrantable obligations.  ***************** Manager, *************************** has been working with our homeowner to identify and schedule out all warrantable concerns.  If everything stays on schedule, we look to have all items complete by this week, Friday 8/18.

  Business Response

  Date: 08/14/2023

  Hello,

  We are working to complete our warrantable obligations.  ***************** Manager, *************************** has been working with our homeowner to identify and schedule out all warrantable concerns.  If everything stays on schedule, we look to have all items complete by this week, Friday 8/18.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20405946
  
  I am rejecting this response because: Contractors arrived to complete some of the work however they were unable to complete the work order due to an issue they identified from previous trades work. At this time I am uncomfortable with closing out this inquiry as work is still ongoing without a definitive date for completion. I will continue to communicate with my customer care representative. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/24/2023

  I understand that the work was not completed on the first pass but we are committed to honoring our warrantable obligations.  ************ care manager reports that the flooring will be completed early next month and that we will proceed with any additional required repairs when we secure the letter from the engineer.  We will continue to follow up until the work is complete.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20405946
  
  I am rejecting this response because:

  To date part of the work is still pending engineering approval, which is fine. I will mark accepted once the work scheduled for 9/1 is completed and only open a new complaint if there is no progress on the remaining items. 

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

• Initial Complaint

  Date:07/26/2023

  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.

  I am the second owner of a Pulte home in the Preserve at Rocky **** in **************. The home is less than 3 years old. After moving into the home, I discovered a list of issues that were either due to poor quality construction or poor quality materials. Examples include the master bedroom closet door coming apart from the hinges, the front porch columns not flush with the roof, wall corners not at 90 degree angles, missing grout on the kitchen counter. After contacting Pulte, their response was to tell me none of my issues are covered under warranty. Specifically, I was hoping that I would be provided a remedy for the closet door coming apart from the hinges. Although I expected that response, I was disappointed that they did not in any way acknowledge the construction quality issues. I would think that a company asking consumers to vote them as a top pick builder in ******** ** would want to do everything they can to remedy quality issues. Their response is not the **** of a company that cares about quality. Very disappointing.

  Business Response

  Date: 08/25/2023

  Good afternoon ******,

  I would like to connect with you and review both some of the concerns that you have with your home and also review the communication that came from my local team in ********. Would you please forward the communication email you received from our ************* team (please forward to **************************************** ). Also, would you be able to send me a picture of the closet door for review, I think we can provide some support and I work on getting the right person from my team in touch for next steps. 

   

  Thank you,

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

  Division Manager of Customer Care

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

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

  Customer Answer

  Date: 08/25/2023

  hi.  I am in receipt of the original response from Pulte to my complaint.   They have requested additional information, including photos. At this point, I cannot say I am satisfied and approve of the case being closed,  not can I say I am dis-satisfied.  Can I keep this case open until I hear back from them now that I have sent the requested information?  

   

  thank you. 

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

  Business Response

  Date: 09/21/2023

  I apologize for the frustration you have experienced. I will be contacting the Pulte ******** 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:07/20/2023

  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 moved into our new home in February of 2023. We currently have 3 out of 4 trees on our property that are showing little to no life. I believe the trees were planted by ****** in December 2022 or Jan 2023. Our Pulte rep has indicated that they would not be covered under warranty. For a brand new home to have 3 trees that appear to be dead is unacceptable! I would have preferred they wait till spring to plant the trees.. I don't feel that it is right that we paid for 3 trees that look dead and are likely not going to survive.. I am a business owner myself and warranty or not would not be ok treating my customers this way.

  Business Response

  Date: 07/25/2023

  After meeting with our landscaping team, we have come to an agreement to replace these trees.   The warranty states that landscaping is non-warrantable, however, we do look forward to helping resolve this concern.  More information will follow on the timing of the replacement as this vendor has a tentative schedule.  

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved in to our 3 story new house in January 2023, around February- March when we turned on our AC unit, we noticed that there is a little air only coming out from the vent in our masters room making the room warm and uncomfortableour house needs to be on 70 degrees because ny husband has heart condition so we tried 68 degrees but it did not help at all but on our 1st floor it feels like it was in the North Pole! We emailed and called the Pulte customer service warranty, they sent people, checked the ac and we were advised to open our masters doors so that air can circulate??? After hearing this, we said why would we do that? This is a brand new house and more than half a million dollar home and you expect us to open our masters door to get airconditioning in our room? We have never heard anything like that?! We have been constantly emailing them and calling them to resolve the issue because we will not accept the fact that we have to live in this house for the rest of our lives opening our door for air! The supervisor from Pulte called me and was rude to tell me that it is what it is what I told him that maybe they can look into options in the structure or something since we dont have any idea about the cooling system we are willing to work with Pulte to resolve the issue. Wr deserve to get out moneys worth we dreamt of a house and we worked so hard to save for this house and not to live in misery and worriesthere were few more issues in the house that we have reported si cr we moved in like the cabinets in the kitchen were never replaced and the water marks on the floors were never checked by the contractorsHope someone could help us because we dont know where else to go.Thank you for your time.Sincerely,**************************-De **** ******** De ****

  Business Response

  Date: 07/21/2023

  Notes from HVAC Company that we received back on 5/19/23 
  
  5/8/23- Arrived at homeowners house for ***flow concerns to master bedroom. Upon arrival homeowner advised me that the previous two technicians had performed and ***flow test already. Checked the charge on the unit and was hitting target subcool of 4 with a ODA of 73. Was getting 47 degrees coming out of the registers. Homeowners main concern was that she doesnt want to leave the door open all night just to acclimate room. Homeowner had all correct registers going master & power room. Advised homeowner to get with builder for any concerns due to everything is working to spec. Homeowner didnt have any other concerns at the moment ticket is good to close.
  
  Thanks,
  
  per **********************;
  
  We have been out to this house three times for the same thing and all three of the techs to this homeowner the same thing. The homeowner will have to leave the doors open and the fans on to have the most consistent temp throughout the space. Sierra *** is willing to help in any way you need just let us know.

  Customer Answer

  Date: 08/03/2023

  Complaint: 20321331
  
  I am rejecting this response because:

  Good day! I am aware that Pulte sent their contractor Sierra ******* to check on our AC specifically in our masters suite, if they were saying that the tests made for the air are correct then why is that there is no air coming out in our bathroom and a little air only is coming out in the room and it makes our room very uncomfortable? I have not heard anywhere else that we have to leave out open our doors for the air to circulate?! We did not pay for this house to live with no privacy in any of our room! If it is not with the cooling then something is wrong with their structure or something ! If this is your house, would you do the same and leave your door open?! A half a million dollar home? My husband has a heart condition and I have a elder and a child in my home! They need to check this home. I will not accept their reason that all we have to do is open our room doors.
  
  Sent from my iPhone
  
  Sincerely,
  
  ********************* *****de **********   

  Business Response

  Date: 08/17/2023

  Update: ********* Division ************* Manager, ******************* spoke with the homeowner this week and is trying to set up an appointment for 9/5/23.  

• Initial Complaint

  Date:07/14/2023

  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 built a new home with Pulte and closed 5/2022. We had our year walk through 4/14/2023 with *********************************. Drywall guy came out and completed partial drywall repairs. We have since been able to reach **** to have anyone else come out to complete work. There are huge drywall patches throughout my house, everything still needs sanded and re-painted. There are also numerous other issues that require other contractors and we were told that those people had been contacted, but no contact has been made nor have appointments been scheduled to complete the work. The cosmetic issues throughout the house are horrendous. Despite being brought up at multiple stages through the building process, again at final walk through and after we moved in, they persist. Walls are crooked. Drywall is bumpy. The house is a mess. We would appreciate prompt response from pulte to remedy all outstanding issues. I have now emailed **** weekly for the last 6 weeks, as well as multiple phone calls, with no response. I also left a message with customer service/warranty department without a response as well.

  Business Response

  Date: 07/17/2023

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

  I apologize for the delay and incompleteness of your home warranty repairs. I also apologize for the lack of communication you have received from my team. I will be placing ********************* in charge of finalizing your warranty repairs. **** is currently on vacation but when he returns, I will make sure he follows up no later than Tuesday 7/25/23.

  Customer Answer

  Date: 07/17/2023

   
  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:07/13/2023

  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.

  Pulte claims they have the best home warranty, however, they do not uphold their warranty. My husband and I bought a Pulte home in November 2020 and within a few months realized there were major issues to the home. Our house is sinking - stucco cracking, landscape ruined, tiles cracking, ceiling cracking, window frames cracked. Multiple requests placed for the warranty, with no action by Pulte. Pulte ignores you once they get your money.

  Business Response

  Date: 08/02/2023

  In response to the above-referenced electronic complaint by ********************************* (Homeowner). Pulte Homes of **********, **** (Pulte Homes), the seller of the home in question.

  The complaint relates to several warranty issues with the house.  Pulte Homes is aware of Ms. ********** concerns and is working diligently to investigate the cause(s) of the issues in question.  This work includes an in-depth engineering evaluation to determine the root cause(s) in order to address the Homeowners concerns.  Unfortunately, this detailed evaluation takes time to understand the source and cause of the issue(s).
  
  We understand Ms. ********** frustrations, but Pulte Homes has not ignored the Homeowners concerns.  On the contrary, ongoing efforts continue to not only address the cosmetic issues referenced in the complaint but also to better understand the source of the issues from an engineering perspective to hopefully ensure that problems do not recur.  Pulte Homes is committed to performing all necessary warrantable repairs as quickly as conditions allow.