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

  20145 W Jackson St Buckeye, AZ 85326-5091

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  PulteGroup Inc

  20147 W Lilac St Buckeye, AZ 85326-5117

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  PulteGroup Inc

  21246 N 260th Ln Buckeye, AZ 85396-2065

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:06/30/2023

  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.

  In December 2021, I closed on a house from Pulte Homes.Afterward, I encountered various issues in my home and submitted service requests a lot of times, but they didn't do all problems and I have many things to need to be fixed. The service manager should have shared the contact information of the higher management but he didn't do it and had no feedback every time. They kept delaying for almost 2 years now and avoiding proper responses for months while only wasting time, and there were hardly any ************* during the one-year warranty period the reason why I am complaining about this matter after a year. Before the home service warranty period expired in November 2022, I hired an OSHA-certified inspector to report on the house defects and have been waiting for a repair schedule. However, the service manager still hasn't properly scheduled anything, and there is almost no progress. They don't even respond to emails and are ignoring the situation, so I'm filing this complaint here.

  Business Response

  Date: 07/07/2023

  We are committed to repairing all deficiencies that are warrantable. We have contacted the buyer to move forward with all repairs. 

• Initial Complaint

  Date:06/28/2023

  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.

  Hi, I am receiving terrible service from pulte mortgage team with my loan process. I have purchased houses in the past, it has never been as difficult & frustrating process as I am going through with pulte mortgage now. I had applied for mortgage in parallel with few lenders to understand & compare what they had to offer. It takes only a few mins for other lenders to provide rates & cost details for the different rates. With the associate that I was working with for pulte, I have to wait for next business day to know the cost for a given mortgage rate & if the cost does not work out, I have to wait again one more day to know the numbers for a different rate & the same frustrating process goes on and on for every enquiry. I have called numerous times to get things moved faster, calls are very rarely answered by the loan consultant, 95% of time they are taken by an assistant who takes a message but not promptly returned. And even when the rates are shared, the disclosures are sent very late just couple of hours before the close of ********** expect the customer to accept & lock them without asking any questions, as there is no opportunity to speak with anyone. Recently the cost for the same rate was drastically increased by over 2k the very next day, when the market cost had infact actually gone lower. I requested to speak with the manager regarding this, I was told someone would call me, but this has not occured so far. I asked them to share the best rate that could be done for 0 points, I was told that can NOT be provided. I have never heard any lender say that. For getting every estimate I am having to send a loan worksheet from a competitor & wait for one day to get the details of cost pulte mortgage could offer. I am really starting to regret my decision of purchasing a house, due to this experience. Closing date on my property s 7/25. Any help or assistance with getting the mortgage situation resolved for me with reasonable rate is much appreciated.Thanks

  Business Response

  Date: 06/30/2023

  We reached out to our customer and we were able to discuss the process and the reasons for it, and are moving forward together.

• Initial Complaint

  Date:06/28/2023

  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.

  1. We have been in contact with America for source due to the floorboards in our kitchen separating. We sent them the enclosed pictures plus more notifying them of our issue a technician came out to see the issue in person and the technician said this appears to be an issue with the builder due to how the trim was installed. America's floor source refuses to take care of this issue since it was not on their installer. We acknowledge that we are out of warranty however we asked Pulte to cover what America for source is charging us to fix this issue since this was no fault of our own. Email correspondence can be provided.2.We also have an issue with our drywall. We have video proof of one of your vendors coming to our home but refusing to fix our problems. *****. ( who was the customer service contact at the time) was made aware of the issue. We want someone to come and fix these issues as well.I have reached out to Pulte directly who refuse to resolve my issue

  Business Response

  Date: 06/29/2023

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

  Thank you for contacting us about your concerns with drywall and flooring. Thank you for the attached pictures as well, I think the drywall looks pretty straight forward and we can help resolve. The flooring however is a little difficult to gain a full scope of the concern through the picture. If your willing the warranty / customer care team would like to come to your home and review. This will be lead by myself, *************************, I am the division manager of customer care for ******** and our customer care manager for your neighborhood. You can reach me directly by email at **************************************** or phone ************. I will also plan to touch base with you early next week.

  Thank you,

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

   

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20247511
  
  I am rejecting this response because:

  The work has not been completed.

  & No follow up from business by 7/5/23 as business stated.
  
  Sincerely,
  
  Seneca ******

  Business Response

  Date: 07/07/2023

  Email update on 7/6/23, floor vendor report was reviewed and floor repair approved. Flooring vendor scheduling directly with homeowner. Next is to schedule with drywaller to repair areas of wall / ceiling seam. Waiting for response from drywall company to schedule to fix the drywall.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20247511
  
  I am rejecting this response because:
  nothing has been scheduled or completed for the drywall.

  
  Sincerely,
  
  Seneca ******

  Business Response

  Date: 07/17/2023

  Pulte has provided America's Floor source with approval to provide repair and send billing directly to the builder, America's floor source said they would schedule directly with you. Also, sent pictures of drywall concerns to drywall company for review and then scheduling of repairs. *********************** is covering the community as the customer care manager, and he will set up scheduling and communicate with you on date for drywall repair.

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our AC is set on 70 degrees and it maintains 76 degrees. I have contacted Pulte about our warranty because it was supposed to be covered, but I keep getting the runaround. First, it was that if our AC is operating within 4 degrees of what it is set on, they consider that working fine. Now, it is within 6 degrees and they are saying *************** is requiring an assessment beforehand. I called *************** and they said that is inaccurate, all they need is a work order. I call the customer care number and no one answers, I try leaving a message and it disconnects. When we first moved in in December I told Pulte and *****'s our AC rattled when it came on. They said it was fine. Now I can't get anyone to come out and it is HOT in our home.

  Business Response

  Date: 08/02/2023

  Resolved.

  6/28 - West ** Division ********************* called and left a message with the customer.

  7/5 - West ** ********************** ********************* called and left a voicemail with the customer.

  7/6 West ** ********************** ********************* sent an email to the customer.

  7/11 - The customer responded thanking the West ** ********************** ********************* for the contact. Will be following up with the customer in a few weeks for status of HVAC operation.

• Initial Complaint

  Date:06/23/2023

  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.

  repairs of doors in kitchen. water comes in and molding damaged door does not fit with frame porch has large crack in cement exterior siding is warped painting is incomplete missing siding sections waranty work was suppose to be completed in January 2022. will not return calls our calls. terrible quality of work for a house 18 months old.

  Business Response

  Date: 06/26/2023

   

  Good afternoon *******,

  I apologize for the incompletion of work for your kitchen door. Our records indicate this work was complete, we will be sure to dispatch our vendor and investigate deeper and make sure a proper repair is done to resolve the ongoing issue. Your customer care manager is ************************* and he will be following up with you. In case you need it, **** can be contacted via email @ ******************************************** or telephone ************.

   

   

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a house from Pulte Homes in December 2022 in ******************** In the six months since then, the construction manager has been changed multiple times, which has made it difficult to keep everyone up-to-date on the issues with the house. I have had to constantly follow up with sales, construction, and warranty representatives to get things scheduled. They all played game of this complaint doesnt belong to our department and as a customer of **********************, I shouldnt be the one who should be managing their unsufficient communication structure.Issue-1. One of the issues I have been having is with the landscaping. The sod placement was done poorly, and the ground is uneven, making it a tripping hazard. I have complained about this multiple times, and after a lot of follow-up, a contractor (NorthXNorth) was finally scheduled to come out and fix the problem. However, instead of spreading topsoil to level the ground, their contractor spread mulch. Mulch is known to supress grass. I consulted a third party, who told me that the grass would die if it was covered in mulch. Thus, I contacted *************************, a warranty representative, about this on June 9. He agreed to come out and inspect the grass on June 22 between 10am and 11am. I took a vacation day from work to meet with him, but he did not show up. I have since emailed Paice, as well as other representatives from Pulte, multiple times to complain about his no-show and I have received no response.Another issue is leakage in roof. **** finally said before 2-3 weeks that he'll send their roofing contractor to review the roof and its not done yet.I bought house with Extra White stone for exterior in my contract. They have installed yellow stones. One of ******-CM promised he ll replace the stones and he got laid-off in January and no progress since then.In summary, They have not been responsive to my concerns, and they have wasted my time, money and energy. I should be compensated for that.

  Business Response

  Date: 07/10/2023

  We are committed to repairing all warrantable items with this home. 

  Customer Answer

  Date: 07/10/2023

  They did act on some items. Some items are in-progress. Should wait for in-progress items to complete before I could say the complaint is resolved as earlier had been bitten by this.

  Business Response

  Date: 08/10/2023

  Per the Pulte, ********** team: All outstanding items are now complete. 

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pulte homes has a warranty portal where owners are asked to request warranty service. The first problem is that unless they think you are a buyer they IGNORE you. I have submitted two requests for warranty service. The most recent includes photos of CODE VIOLATION electrical splices in walls not in boxes in four locations. I did not want to complain but extensive search of this company does not result in a place to take this to their management. I want PULTE to know that it is likely their SUBCONTRACTORS are not following code. And I want them to respond to warranty requests for the other STRUCTURAL issues in my recently purchased home.

  Business Response

  Date: 06/30/2023

  Dear BBB-

   

  Based on the information provided, Pulte has attempted to contact the customer for this complaint.  To date, no call back or further communication has been received from the customer.  We encourage the customer to contact our ************************** to discuss the concern. Our team will assess the issue and warranty coverage and provide next steps.

  Our office may be reached at ************ or ********************************************************.

   

  Sincerely, 

  ***************************
  Director of ***************** *********************************************
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20224529
  
  I am rejecting because although Pilate states they attempt to contact me. I have no voice mail. Email or other!  My emai address is esselmanf@ yahoo.com my othe r email is ******************************* My phones are **********. And **********. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/21/2023

  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.

  Pulte was required to replace concrete sidewalk in front of our home by the city. Pulte contractors damaged our asphalt driveway during removal of concrete. Pulte was notified of damage and agreed to resolve issue. Nearly a year later, after multiple attempts to get this addressed, Pulte said they would address damage. Pulte said a seal coat would address issue (did not get my agreement this would resolve damage) . I noted that a seal coat would not address elevated asphalt and divots from damage. Seal coat was applied, did not resolve damage, and pulte has since stopped responding. Video and photo evidence of damage was provided and updated photos have been provided.

  Business Response

  Date: 06/26/2023

  June 26, 2023

  
  Dear *****************************:
  
  RE:      Complaint Case No. 20218279
              Consumer:  *****************************   
              Case Opened:  6/21/23
  
  We are in receipt of ************************ complaint about the seal coat repair on his asphalt driveway. The Pulte ************************ has responded and is in the process of scheduling a meeting with the asphalt driveway contractor and ***********************  An agreed upon repair that addresses the elevated asphalt and divots referenced as concerns in the complaint will be determined.  The repair itself will be scheduled following the meeting.

  
  Thank you,
  
  
  *******************
  Director of Build Quality
  **********************************************

• Initial Complaint

  Date:06/21/2023

  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.

  On May 7, 2023 we found water in my main water line shut off hole. I send a work order on warranty with pictures of the water, on May 11, 2023, I received a email stating that the leak appeared to be the irrigation system to contact a licensed landscaper. After receiving the email, we decided to dig around the area, as we dig lot more water was coming out. I decided to put another work order on May 25,2023, stating the water might be coming from the main water line. I dint got a response to the requests. They nest day May 26,2023, I decided to go in the office in the community, the person in the office contacted the person in charge of the warranty works and explain the situation. On May 30, 2023, a plumber from warranty came to my house an saw the hole with water and check the water meter. The plumber told me there was no leak in the house because the meter was not moving, I asked if there was no leak why will we have the much water in there? His answer was, the water might be the rain? ( when we found the water we dint had rain at all). through out this time we dig a lot more, taking water out all the time and water will fill the hole over and over, and getting ignore by the warranty person. On June 19, 2023, I call the City water department and send someone over to double check my meter, as he open the lid to see the meter we notice that the Lanscape was over flowed.(This landscape is not in my property is the community), the person mention that this community had the same problem on the other side of the community. I put a work order same thing, I need to hire a landscaper, they don't understand its not from my property. I call the *** they just turn the water off. All the water got to my foundation and no one had reached out, how is going to take care of damages? I had to be the person to find the problem. the water might be running for months to get to the foundation of the home.

  Business Response

  Date: 07/20/2023

  The broken water line for the underground sprinkler system has been repaired.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We closed on a home from Pulte on March 29, 2023. I spoke to the build manager about our driveway which had several holes and loose areas of dirt/gravel that were retaining a large amount of water. I was told that it was going to be taken care of the next week. That didn't happen and after some time and several calls that went unanswered, I get home from work one day to find that someone dumped gravel at the front of the driveway and around my girlfriends car. No one knocked, called, or anything to let us know. This ended up making the issue worse for the area by the garage. After many unanswered calls I contacted the sales agent we had worked with to try to get someone to prod the build manager into contacting me. May 15th I finally get a call and am told that on Wednesday May 17th someone would be out to fix it. Wednesday comes and goes, nothing. More calls, more voicemails, and I get a text that says they'll be here Friday May 19th to fix it. No one shows and once again no communication. The week of May 22nd - 26th I'm told that asphalt is going down the next week and they will ensure that the base is good. Asphalt goes down, it rains a week later, and the driveway is holding a large amount of water in the exact spots that were an issue before. It is noticeably uneven. I contacted the Division ************* Manager to report the issue and he referred it to the area manager. That manager schedules via email to come out today June 19th, with no specific time, so I work from home to be here. 3:30 hits and I email him asking if he is still coming and get an auto response that he is out of office for the holiday. Once again, no heads up. I'm just looking for any employee that can manage their schedule, communicate, take action to resolve this, and respect me as a person with my own obligations. I understand things can't be done overnight and I think I've been more than patient seeing as I've waited 82 days to resolve this and have barely even been acknowledged.

  Business Response

  Date: 06/20/2023

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

  Please accept my apology for the length of time it has taken to resolve your driveway concerns from construction. There is no excuse for lack of follow up and inability to schedule a vendor to perform repairs. 

  It has been brought to my attention that *********************** was out today, 6/20/2023 to review your driveway and sent you some pictures for review, with some follow up questions. We do value your time and will do everything possible to flexible when scheduling and to be responsive to you. You do have our commitment that we will address the driveway and we will confirm a scheduled date when this can take place.

  I will follow up with *********************** and will personally stay involved until we have a resolution.

  Thank you,

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

  Customer Answer

  Date: 06/22/2023

  I will accept the response once action is taken, meaning some sort of plan and date has been communicated to me and the vendor shows up. Pultes word means very little when I've been told multiple times it would be resolved already, including dates for repair that were blown off. I do appreciate the acknowledgement of the situation and *****'s personal commitment to stay involved. I'm looking forward to having this resolved.

  Customer Answer

  Date: 06/22/2023

  I will accept the response once action is taken, meaning some sort of plan and date has been communicated to me and the vendor shows up. Pultes word means very little when I've been told multiple times it would be resolved already, including dates for repair that were blown off. I do appreciate the acknowledgement of the situation and *****'s personal commitment to stay involved. I'm looking forward to having this resolved.

  Business Response

  Date: 07/26/2023

  Hello *******,

  I wanted to thank you again for your patience as we continue to work through our vendors to get outstanding repairs complete. We have had some small setbacks with our asphalt vendor but remain confident this will get resolved. We are currently working on getting confirmed dates for service to be performed.

  Update on the sod, it appears the vendor was able to clear some of the brush and add sod in those areas. Next steps are to get the yard re-staked so we can make ************* boundaries are clearly marked for any vendor performing work.