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

  4645 N. 12th Street #100 Phoenix, AZ 85014-4006

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  PulteGroup Inc

  20147 W Lilac St Buckeye, AZ 85326-5117

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  PulteGroup Inc

  25700 N 162nd Drive Surprise, AZ 85387

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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:07/13/2023

  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.

  In May of 2022, I closed on a house that was build by Pulte. Before closing, I provided Pulte with a list of items that needed to be completed that were found from a third party inspection. It is now July 2023, and some of those items were still not completed. Also, when I moved into the house it was not properly cleaned. I had a crack in my attic space that was fixed and requested pictures of the completed work for my records. I have not received this yet. In May 2023, I sent Pulte a list of one year items that needed to be fixed. Majority of these items were found by a third party inspector. I was told it would take 4-6 weeks to be completed. Little progress has been made. I have attempted to call and email my ******** says everything is getting scheduled but no progress gets made. I had a leak in my basement that Pulte scheduled the contractor to come out and fix. The contractor found the root cause of why I was getting leaks. I requested my entire foundation be inspected to ensure that I would not get additional leaks in the future. The contractor told me he sent his notes over to Pulte so they have a record of this. I have not heard any updates in 3 weeks for any of the unresolved issues. It seems that this is an ongoing issues with other residents in my neighborhood as well. When I was putting in my patio in April 2023, it was found that my grading was off **** inches from one side of the house to the other. This did not sync up with the plot plan. After talking to the Pulte rep, he said that Pulte would cover 50% of the cost to move my AC unit. I have not heard any updates regarding this matter as well.

  Business Response

  Date: 07/17/2023

  Good afternoon ****,

  I apologize for the delay in getting your 1 year home warranty items complete. We are going to have ********************* take over the services for your home warranty. **** is currently on vacation, but he will promptly reach out to upon his return on Monday 7/24/23. You have our commitment that your warranty repairs will be complete.

  Customer Answer

  Date: 07/17/2023

  I am glad Pulte will finish all of the items that need to be addressed. I would like to request an action plan with a time table of when these tasks will be completed. Pulte has told me multiple times throughout the past year that they would work on getting issues addressed but over a year later they havent been addressed. 

  Business Response

  Date: 07/26/2023

  Good morning ****,

  Please accept our apology on the delay and unresponsiveness from the customer care team on your outstanding warranty repairs. Please know we stay committed to resolving your warranty repairs and have assigned ********************* as your customer care manager. **** has reached out and we will be sure to maintain proper communication as we set up vendors to perform this work. 

  Customer Answer

  Date: 07/26/2023

  I would like an action plan and time table for this work to be completed. I have heard the same excuses for over a year. Its frustrating having the same conversation with Pulte to get the same answer but no action. 

  Business Response

  Date: 08/24/2023

  *********************, ******** ************* Manager is working directly with the homeowner to resolve any outstanding warranty services. **** will continue to stay in contact with the customer and has trade partners scheduled to complete repairs. 

  Customer Answer

  Date: 08/25/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pulse homes has a building crew behind my home and they came on my property and cleared trees and greenery without my permission. My property extends about 34 feet from my back fence. I was out of town for the fourth and when I returned home today they have literally remove trees and greenery. There is currently a truck in back clearing trees. This is trespassing

  Business Response

  Date: 07/11/2023

  Our Land Project Manager, ********************* has been on the site to investigate these claims.  ****** has found that our crews have no trespassed or modified this *******************. ****** has reported "The property pins we found give at least 8-9 feet on our side to the edge of silt fence. We are also 2-6 feet inside the *** staking to our silt fence"  ****** has discussed these findings with the homeowner and shared his contact information.  *****************, Division Manager of ************* called the homeowner to discuss in response to the BBB complaint.  ****** had already communicated with the homeowner but the homeowner told me that she would like to verify our findings.  ***************** shared his contact information as well in case the survey results conflict with our records.  We consider this matter resolved unless her 3rd party surveyor returns results that conflict with our records.

• Initial Complaint

  Date:07/10/2023

  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.

  I purchased my Pulte home on 06/21/2022. However, soon after moving in, I noticed a recurring problem with water ingress through an external wall that had previously been worked on before closing. Despite numerous attempts to resolve the issue, the problem has persisted.Upon discovering the water ingress in September 2022, I immediately contacted Pulte Homes' customer service department to report the issue and request a prompt resolution. I provided them with detailed information and photographs to document the extent of the problem.Pulte Homes sent their warranty manager on several occasions to assess the situation. However, despite their efforts, the problem has not been effectively resolved. I have experienced water leakage during various weather conditions, light drizzle and not just heavy rainstorms.Throughout this process, I have maintained open lines of communication with Pulte Homes, keeping them informed about the ongoing issue and requesting urgent attention. However, the responses have been dismissive, the latest suggesting that homes are not built to be watertight.I have documented all correspondence, including dates, names of Pulte representatives, and summaries of discussions, as well as photographs and videos showcasing the persistent water ingress problem.I request assistance with urging Pulte Homes to address the persistent water ingress issue promptly and effectively, ensuring a permanent solution to prevent further damage to the property. I have emailed *************************, CEO of Pulte homes and am awaiting a reply.I trust that the Better Business Bureau will use its influence and expertise to mediate this dispute and encourage Pulte Homes to take swift and appropriate action to rectify this matter.Thank you for your attention to this matter.

  Business Response

  Date: 08/10/2023

  The Pulte, ********** division team has met with the customer and have a plan to get the pending items rectified.  This customer closed on the sales model, and there are a number of items that were not completed at the time of closing. The team has been working to resolve those items over the last month. 

• Initial Complaint

  Date:07/06/2023

  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.

  Upon completion of my home Pulte had tile in my bathroom repaired then done again. Grout cracked after a month each time. March of this year I asked them to finally fix it so it would last. The contractors doing the tile didn't seem to be very happy but they removed a section of tile so that framers could add bracing. The bracing was completed on June 8th. ***** came in on June 16th and dropped off tile. He said he'd be back to finish on June 19th. He wasn't. I have made several phone calls to Pulte's warranty center. They don't answer their phone or return my calls. I've sent multiple emails- also without replies.

  Business Response

  Date: 07/14/2023

  Dear BBB,
  Thank you for forwarding the recent correspondence from Mr. and ************  We are aware of the items of concern in the home and have been in communication regarding them. All items are scheduled for repairs.
  
  We appreciate you making us aware of this customer contact.  We apologize to the customer for the inconvenience of the necessary repairs and amount of time taken to come to a resolution. We will continue to work with them to ensure repairs are made to their satisfaction. 
  
  ***************************
  Division Director of Customer Care
  *********************************************

  Customer Answer

  Date: 07/15/2023

   
  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:07/06/2023

  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.

  Overnight on Thursday June 15th, 2023, we had a leak in our master bathroom due to an improperly installed **** vent on the roof. This vent was installed incorrectly two years ago when the home was built and unbeknownst to us has been leaking into the attic since that time. I reported this urgent issue to Pulte first thing Friday morning (6/16), yet the problem was not addressed until Monday evening (6/26). The individual who came to fix the issue on Monday was not able to properly repair the vent and instead re-caulked the vent as a temporary fix. This caulk will not hold up for long in the Georgia summer heat. The attached photo of the **** vent clearly shows an improper installation as the top singles should be covering the boot of the vent on the top.Since the leak was discovered, I have been in contact with my Pulte customer care rep multiple times via text message and via email but have been ignored repeatedly and the vent still has not been repaired properly - now three weeks later. On June 22nd, Pulte told me via email I should hear from the roofers by 4pm that day to schedule the repair. I alerted Pulte later that day via email that I still had not heard from the roofers - but received no response from Pulte. I altered Pulte again via email on June 26th and again have been ignored. Now more than a week and a half later I have heard nothing from Pulte or the roofers.It is unacceptable that Pulte allowed this vent to be clearly installed properly and even more unacceptable that they are not quickly having the issue fixed. I have attached a photo of the roof vent, screenshots from my text messages with the Pulte rep trying to get assistance and the email exchanges I have had with Pulte since this issue. I do not trust Pulte or their subcontractors to fix this issue properly and believe Pulte should allow me to hire my own roofers (at Pultes expense) to repair the vent without voiding my 5 year roof warranty with Pulte.

  Business Response

  Date: 07/07/2023

  *****************, Division Manager of ************* has spoken to this homeowner.  We are committed to completing our warranty agreement to our homeowners.  We have sent the roofers twice and the ********* to the home to complete these repairs.  We were under the impression that these repairs have been completed in accordance with Pulte Construction Standards.  Our customer care manager will be following up with our homeowner to discuss and schedule another roof evaluation to ensure everything is installed correctly.  I have provided my contact information to our homeowner as another resource if she has any difficulty communicating with our team.

  Customer Answer

  Date: 07/07/2023

  Pulte was altered AFTER they sent roofers and HVAC to complete these repairs (on June 19th) that the vent was not installed or repaired properly and still needed a permanent repair. Per my initial attachments submitted with my BBB complaint, on the evening on June 19th, a text was sent to Pultes customer care manager notifying him that the repair was not adequate - HVAC installer just left. He added black caulk that you can see in the picture. But he said this isn't installed properly and the shingles should overlap the white and that some shingles were ripped. Also my insulation in the attic will need to be removed and replaced. Ill reach out tomorrow when youre back in the office to discuss though since hopefully the black caulk will temporarily fix the issue for now. Thanks and talk to you tomorrow. The following morning another text was sent to the Pulte customer care manager saying As I mentioned yesterday the vent will need to be replaced/repaired since it was not installed properly. It will need to be removed so ice and water shield can be installed and then the shingles will need to be installed correctly around the base. All of my other roof vents will need to be checked as well since Im assuming this isnt the only one installed incorrectly. After receiving no reply to either text, a third text was sent. On June 22nd, Pulte was emailed (at ****************************************** with the Pulte manager ccd) again notifying the company that the issue had not been resolved. Pulte has had ample time to have this repaired since being notified numerous times that the initial repair was not a permanent repair. Their reply that the company was under the impression that these repairs have been completed is entirely false. 

  Business Response

  Date: 07/17/2023

  Hello,

  Our roofers have returned to this home to complete all work that was expected and provided pictures to confirm the work was complete to our homeowner's satisfaction.

  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:07/05/2023

  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.

  Closed on Pulte home in April 2023. Start seeing cracks, budges, paint coming off, wavy seams where walls connect, cracks in tile, crack in kitchen counter top, smudges in sliding glass doors etc. Reported all of this in a timely manner. A month later on Memorial Day painters came and did no better than it was. Drywall fixed a couple of places in flex room even though there was other places in other rooms. Nothing else has been done. After several calls to Warranty still got the run around. Then the Div Mgr responded with an email basically blaming us for everything. Today I tried to reach Warranty at least 5 times and I would get the recording but they send me an email saying they got my vm and the Div mgr has set a meeting with us on 7/11 @2. They dont even know if this time works for us. Now we have to wait another week with nothing done.

  Business Response

  Date: 08/02/2023

   **The homeowner is upset that Pulte is not covering in our warranty damage to her cabinet from a spilt substance of oil or soap that was determined to be from homeowner product leaking.

  Please know Pulte Homes provides a Limited Warranty and consideration for services provided must be reviewed prior to approval.  A substance inside cabinets reported after closing is not covered in the Limited Warranty.  Understand you are in disagreement for service our ************* Manager has explained and are seeking additional review.  Appointment is already in place for July 11 at 2pm, which ************************* confirmed via email. 

• Initial Complaint

  Date:07/03/2023

  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.

  We bought a new home(Centex)in the month of May from Pulte group at Concord.We reported to warranty department two major issues before closing date. First one is our home main door not properly fixed, second one is hot water on showers and taps coming too late(2 minutes to get). These problems never fixed under the warranty services even though service man came several times. ******************* is worst, never follow the issues with owners interest. They want to finish temporary job with less expense. They not at all interested to finish job permanently. I called senior manager *************************. I emailed several times to local warranty manager ****. She had a problem, never respond to our phone calls. Her emails to home owners are so arrogant . I never expected this from Pulte group. We paid the money for our new home as they advertised, same like we are expecting their warranty servicers from Centex.Hope to solve our issues as soon as with different management.

  Business Response

  Date: 07/21/2023

  We have spoken with this homeowner and are currently in the process of scheduling an onsite visit to review their concern.  We stand behind our quality product and our warranty and will address all concerns that do not meet the quality or the warranty specifications.  

• Initial Complaint

  Date:07/03/2023

  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.

  Pulte says they have the best warranty in the business. However, whenever you make a claim on the warranty they are missing in action. *****************************, the warranty rep for Pulte, avoids calls and texts and then pretends he never received any attempts to communicate with him. Ive been waiting on a replacement for a broken cabinet I was told would be replaced during my final walkthrough in December. Its July. To top it off, he ordered a French drain be built for our neighbors and the company that installed it encroached on our property, making it a problem to install a fence now.

  Business Response

  Date: 08/02/2023

  The Pulte ********** division ************* team has spoken with the customer and all is resolved. The ************* Manager was on vacation during the customer's original outreach. Our area manager has reached out.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20268949
  
  I am rejecting this response because: the issue has not, in fact, been resolved. I am still waiting for someone to come and fix the encumbrances on my property. I will not accept anything less than that. 
  
  Sincerely,
  
  **** Agis *****

  Business Response

  Date: 08/28/2023

  This is complete.  Our Senior CCM and the community CCM met with the customer and confirmed completion.  Thank you 

  Customer Answer

  Date: 08/28/2023

   
  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,
  
  **** Agis *****

• Initial Complaint

  Date:07/03/2023

  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.

  We closed our home in Pulte *********** ******* on Jan 27th 2023.During the closing the yard was not graded & the construction manager mentioned in the weather letter that our yard will be graded once the weather permitting.Our yard is full of bumps when the landscaping company did the seeds.We had put the service request to Hunters run pulte to fix the grading issue 3months back.The warrant manager keeps on ignoring our concern.They never visited our yard in person.I have shared him with all the pictures with the condition of the yard but he keeps no saying they wont regrade the yard to fix the issue.Today he said our yard was winter graded & they wont do anything further even though their warranty states pulte will regrade if it was not graded properly.Attaching the picture of yard after closing & after seeded and the construction manager weather letter stating that the grading will be finished after closing.

  Business Response

  Date: 07/06/2023

  Construction Manager confirmed the winter backlog was completed and inspected by City inspector at this home. The final grade, sod and grass seed was completed. ************* Manager followed up with HO and confirmed there is no standing water but a few areas of concern where the yard settled. He has requested that the landscaper will return to address the settling. 

  Note: the pictures attached are not current photos of the yard. Those pictures were prior to the final grade, sod and seed. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20268637
  
  I am rejecting this response because:
  The yard is full of *** n down.Attaching the water clogged in the yard in yesterdays rain. We raised this issue when the landscaping guys did the *********** on a stormy day and yard is full of *** n down  and ridges created due the machinery vehicle used on a very wet yard. This not created due to settling of the building.pulte warranty says it will be regrade the yard if its is not properly done.Whats the use of the warranty if its not honored .After we raised this concern nobody came to our homesite in person till know to examine. If the construction manager paid for the improper grading without overseeing/verifying the quality of the work done by the grading contractor and asking us to live with the improperly graded yard is not acceptable and Can we know  when city inspected n approved the grading.when we closed the house it was not graded,the construction manager clearly mentioned that in the pending items that needs to be completed by pulte in the closing document.Once  warranty manager came in video call and agreed that he sees lots of ridges in the yard (sometime in April) and not sure why his stand changed now.
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/06/2023

  Section **** of the National warranty states the builder does not offer any warranty on landscaping, e.g. sod, trees, shrubs, flowers, etc. 

  The construction manager confirmed the final grade, sod and seed was completed from the weather letter. The city inspector is required to inspect the lot after the winter items are completed for a final C of O. Homes that close during the winter receive a temp. C of O when all landscaping is incomplete at the time the home closes. The ************* Manager has requested the landscaper return to the home to inspect the side yards on 7/7/23. 

   

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20268637
  
  I am rejecting this response because:
  I agree SOD & grass are completd,Our issue is the grading is not done properlyThe issue we raised is not on the landscaping,grass,tree or sod,the issue we raised is on the grading.
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/01/2023

  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.

  Hello, i bought my house from pulte a year and half ago and i was told my roofing comes with 10 years of warranty. I have been in the house a year and 3 months now and the roofing is already falling off. I did a warranty repair and i was is not covered under warranty when i have only been in the house for only a year and half. The roofing is falling off to my backyard where my daughters play, so we are facing a health *******. If it was a natural disaster, it would have affected majority of the homes in the same neighborhood but i have talked to five of my neighbors and now of them have that issues. Now I'm afraid that it will fall and hurt someone going for a walk or walking around my house. I need a resolution

  Business Response

  Date: 08/02/2023

  Thank you for contacting PulteGroup. I am in receipt of your email regarding your experience. I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.
  
  I will be contacting the ********** 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.
  *******************************************
  ************** *1