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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  PulteGroup Inc

  3855 N Sun City Blvd Florence, AZ 85132-7433

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  PulteGroup Inc

  10736 E Ellis Street Mesa, AZ 85207

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  PulteGroup Inc

  25224 N 54th Ln Phoenix, AZ 85083-5476

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  PulteGroup Inc

  27183 N 71st Ln Peoria, AZ 85383-7374

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

• Initial Complaint

  Date:03/23/2023

  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 moved into our home September 21, 2022. Our 30 day walk through with our ************* Manager (CCM) was held October 20, 2022. Repairs on "trades day" warranty work was scheduled withPultecontractors on December 14, 2022.Many repairs were not completed on December 14, 2022. We phoned the next day as instructed and were told our CCM would contact us. He called us back right away and we described the issues to be addressed. Then nothing. We later learned this person had been laid off work.We expected a differentCCMwould contact us, but that was not the case. We sent an e-mail request toPulteWarranty on February 2, 2023, describing the following repairs yet to be completed:exterior brick wall damaged from the work of the landscaper and needs cleaning of something splattered on the wall a brick on the wall at the front of the home is broken the stucco is cracked on the east side of the home near theHVAC stucco repair is needed near the patio door the tub in the guest room is scratched and needs buffing the doorbell has stopped working (again)the cabinet repair person indicated (December 2022) he ordered a new door to replace the one that is warped (not received)the contractor who looked at our granite counter top confirmed it is warped/not level. He said he would need to discuss with his boss. We never heard back.the bay window has a blemish. The contractor told us it was under warranty. It was our understanding he was submitting a claim with the manufacturer. We never heard back.The reply from Pulte (copy to CCM) on February 3, indicated our CCM would contact us within 72 hours and asked for our patience. We didn't hear back,, so sent CCMa text message on February 14. When we didn't hear back, we called and got his his voice mail. His message indicated we were to call the 800 number. We called and left messages on the 800 number on February 20 and 28 and have yet to receive a reply.

  Business Response

  Date: 04/04/2023

  We have spoken to the homeowner and items have been scheduled and are in progress of being completed this week. I provided the homeowner my number and advised if they needed anything for the repairs that are scheduled they could call me. Conversation went well. 

  Customer Answer

  Date: 04/05/2023

   
  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:03/22/2023

  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 August 2021, and in February 2022 we had a major water intrusion after an ice storm melted and had water coming into our home, garage and basement walls due to no caulking on any of the exterior siding. We called Pulte and they got called back that same day but couldnt get anyone out to come check out the house for days even though we had a 4-5 by 4-5 foot square of sopping wet carpet in our front room and wet drywall for days. When they finally came out, they kept putting off fixing the ******************* that were ruined and refused to check the drywall for mold, and still to this day havent fixed any of it. They finally came out to caulk our home in April 2022 and in August 2022, we were supposed to have our 11 month walkthrough to go over repairs, but months of silence went by after I continued to follow up via email and phone multiple times with no response. After finally finding a managers email on Dec 2022, we got the 11 month meeting scheduled in JANUARY 2023 (5 months after it was supposed to happen). We spent 2-3 hours of going through the whole home and the employee told us hed submit everything to the vendors & wed hear back in 2 weeks. 2-3 weeks went by with no word & when I followed up, I was informed the man who did our walkthrough & took notes, no longer worked at Pulte and there were no notes about our walkthrough and no vendor requests were submitted. So we had to start all over. I talked with the new employee who was taking over & on January 18th, he assured me he would handle things. Thats the last time I heard from anyone at Pulte. Ive followed up multiple times and now its been 13 months since our water intrusion. Over the last 6 months our family had had new allergies, worsening coughs and are constantly sick and we are worried about mold in the home but it appears they dont take us or our concerns seriously. We need a solution ASAP as I dont know what to do anymore and our health could be at risk.

  Business Response

  Date: 03/24/2023

  Hello ******,

  I wanted to start with a sincere apology that to date we have completed repairs and for the lack of communication. The local customer care team is dedicated to completing the repairs. ************************* will be following up shortly and set up dates to complete the work. 

• Initial Complaint

  Date:03/22/2023

  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 MORTGAGE, LLC illegally collected $120, ****** down payment and closing cost on a debt that we do not owe. PULTE MORTGAGE, LLC EXTORTION and theft by deception. This is a Violation of 15 U.S.C. ****, and other violations. 15 U.S. Code ?1662B. Advertising of down payments and installments. **** is not supposed to be involved with a consumer credit transaction down payment. PULTE MORTGAGE, LLC Misrepresentation of a material fact and unjust enrichment. Failure of consideration, Misrepresentation of a material fact, unjust enrichment, no money lends, no considerate was given for the claimed amount $546.624.00 or note. We are not terminating or canceling this contract, We are deducting our liability to pay on behalf of the obligor as we have found several violations and fraud.We have an absolute right to rescind a signature from any contract or agreement that was not fully disclosed to me. Such a contract or agreement is null and void, as if it never existed at all, and all to return to the lawful owner plus reasonable money and interest. We are not obligated by any contract or agreement obtained under conditions of fraud, deceit, or non-disclosure. No consideration, False advertising such as advertising "loans" based on the customer's own credit. Release of Lien or I'm going to file a federal law against you for violations of TILA, tax fraud, fraud, aggravated identity theft, extortion, theft by deception, intentional act of fraud, GROSS MISREPRESENTATION, etc. I would appreciate if PULTE MORTGAGE, LLC and CEO to make a lump sum payment $546.624.00 and double the finance charge, send SATISFACTION AND RELEASE OF LIEN and report paid to my consumer credit report for six month or I will take court actions with legal fees. Wherefore there can be no payment of debt. Only discharge of debt, acceptance and return for discharge. I have NOT seen any evidence to support any allegations to the contrary, and I believe no such evidence exists.

  Business Response

  Date: 04/18/2023

  Pulte Mortgage Company-****** has resolved this matter.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19637617
  
  I am rejecting this response because: I reject PULTE MORTGAGE, LLC response. PULTE MORTGAGE, LLC did not resolve my complaint and violated the FDCPA. PULTE MORTGAGE, LLC is attempting to collect a debt on the basis of fraud! PULTE MORTGAGE, LLC refused to provide proof or any evidence to my complaints. PULTE MORTGAGE, LLC have no legal and lawful rights to collect on an alleged debt and show me where they are not committing FRAUD! PULTE MORTGAGE, LLC refused to provide proof or evidence that the assignment to LOAN CARE was not fraudulent! PULTE MORTGAGE, LLC third party debt collectors was advised with Notice and Demand to Cease and Desist ALL collection activities prior to validation of alleged debt within 30th days and etc, willful noncompliance with ************************* and ************************* legal property owners. PULTE MORTGAGE, LLC used false representation, deceptive means to attempt to collect debt or to obtain information concerning ************************* and *******. ************************* and ************************* have No contract or mortgage with PULTE MORTGAGE, LLC. PULTE MORTGAGE, LLC Intentional Misrepresentation, Fraud, and Gross Negligence. PULTE MORTGAGE, LLC DEFAMATION OF CHARACTER. PULTE MORTGAGE, LLC, Mortgage Electronic Registration System (MERS) have no authority to assign a mortgage on our property to LOAN CARE and slander ************************* and ************************* name. We are not obligated by any contract or agreement obtained under conditions of fraud, deceit, or non-disclosure. No consideration, False advertising such as advertising "loans" based on the customer's own credit. Release of Lien or I'm going to file a federal law against you for violations of  Truth in Lending Act (TILA) and Tax fraud. We will file a Police report for PULTE MORTGAGE, LLC for Identity theft. I would like PULTE MORTGAGE, LLC to provide valid proof and evidence that the transfer to ********* is valid and not a FRAUDULENT. PULTE MORTGAGE, LLC violations of 15 U.S. Code ****e - False or misleading representations and multiple violations of Federal Fair Debt Collection Practices Act (FDC PA). PULTE MORTGAGE, LLC Violations of consumer rights, multiple violations of Federal Debt Collection Practices Act (FDC PA), violations of UCC *****, Violation of Privacy and ********************************** Act, fraud, aggravated identity theft, Identity theft, extortion, theft by deception, mail fraud, ****************** Securities and ******************* (SEC) and General Accepted Accounting Principles (GAAP) fraud. negligent and willful noncompliance with the law. 15 U.S. Code ****n - Civil liability for willful noncompliance. 15 U.S.C. ****o - U.S. Code - Unannotated Title 15. Commerce and Trade ****o. Civil liability for negligent noncompliance. 15 U.S. Code **** - Civil liability. WE Demand Relief from Intentional act of fraud and False act. We need mortgage Satisfaction, release of Lien and dismissal of current and future court actions.
  
  
  Desired settlement and resolution is mortgage Satisfaction, release of **** and dismissal of current and future court actions.  This letter shall be considered lawful notice that PULTE MORTGAGE, LLC This letter shall be considered lawful notice that PULTE MORTGAGE, LLC All prior Powers of Attorney, all other prior presumed or granted Executorships, Trust, MERS and Agency relationships are terminated. I hereby invoke all of the protection guaranteed to me under all Titles, Codes, Statutes and/or laws, the ******* Constitution and the Constitution for these *************. PULTE MORTGAGE, LLC willful noncompliance with the law, Civil liability. Criminal liability for willful and knowing violation. 
  
  I agree to pay any financial obligation which I might lawfully owe, on the condition that you provide: 
  
  
  1. Validation of the debt- that is, the actual accounting, Generally Accepted Accounting Principles. 
  2. Verification of your claim against PULTE MORTGAGE, LLC, *************************** and *************************. A signed invoice or sworn affidavit. 
  3. A copy of the contract binding ALL parties  PULTE MORTGAGE, LLC, *************************;and ************************** 
  
  
  1. I need full Disclosure. I was not told that I was actually creating the credit. 
  2. Equal Consideration, PULTE MORTGAGE, LLC brought nothing of value to the table and PULTE MORTGAGE, LLC had nothing to lose. 
  3.  The wet ink signature of all parties. PLEASE DISCHARGE FRAUDULENT MORTGAGE

  *************************, ************************* V. ********************* Case No. Case No. *****************, One Million dollar lawsuit. ************************* v. LVNV Funding LLC case # 8:22cv1300. One Million dollar lawsuit against ************ for violations. Close account and do not contact me again or I will file a lawsuit for fraud etc. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/27/2023

  The customer's concerns are ********************** Mortgage Company related. This has been sent over to PMC-****** to assist. They will need to work with PMC to full resolve. 

• Initial Complaint

  Date:03/20/2023

  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 just purchased a new lot in a development that has a hill on the property. We were told at the beginning of the sale and all during the build that this hill on the back of the home will be removed/brought down. In which, neither of the two were completed. We have now lived here since August 2022 and have still been requesting work done to the hill as it has sitting water on the side/back of our home. Now it's a line of red dirt between our home and this hill. Our neighbors were told the same thing as we share the hill on both our properties. When it rains we get running water along the side of the home which is a MESS. With children, this is so unsatisfactory. I have been in contact with Corporate of Pulte and they explain that there is nothing they can do about the hill. *************************** (salesman) ***************************** (construction manager) and ********************* are the individuals that I have spoken to about this with no help. ****** assured us that he was going to have work done on this hill before close and still nothing. There is a new Construction manager/work guy named *************************** that has been covering the problem for the last 2 months. Still, he keeps telling us that he will have work done on the hill to maintain the water flow, but today is the last day that I continue to let them bully me or lie to my face about the work on the hill. I wanted them to dig the hill down so we could put grass down, all they have done was create a bigger mess by placing Pinestraw and plants on this hill which ends up in the backyard with a little wind blow. This matter is out of my hands at this time as no one is attempting to help. HOA ********************************* has also told me that home owners have to maintain their own property which is the total opposite that ****** told us during the build. He said that HOA is responsible for common areas on the property and they would be responsible since it's a hill. We spent $394,825 on this home and expected better

  Business Response

  Date: 03/29/2023

  Our area construction manager ********************* and land development manager *************************** have previously worked with this homeowner on this issue.  Our engineered plans show this hill was part of the land development plan for this homesite.  This homesite was graded in accordance with this land development plan and we will not be removing the hill.  This decision was discussed with ****************** in August of 2022.

• Initial Complaint

  Date:03/19/2023

  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.

  My husband and I closed on our new home February 24, 2023. The house is located in a 55+ Community in *****, ******* called Stone Creek. We are horrified by the poor workmanship from the beginning of construction to the finished product. We paid $266 per square foot and more than $440,000 for a mess. At the beginning they had to dig up the foundation in the kitchen because the piping under the cement collapsed and they couldn't run the wiring through. We were promised a letter from an architect certifying the floor repair has been done properly with a guarantee, and we still haven't received one. While installing the air conditioner vents in the ceiling, there were several vents that the plaster just fell off, and there was a large crack between the dining room and kitchen, and all the plaster repairs are terrible. A damaged door and a damaged kitchen cabinet was to be replaced. The house was incredibly dirty. None of the floors were covered when the painting was being done and there is paint spray and caulking on every surface in the house including the carpet in the bedrooms. On the day of closing a bucket was spilled in the master bathroom which flowed into the master closet. Days after the carpet was taken up there was water coming out from the ceramic tile at the threshold of the closet. Today, only 23 days after closing, I am writing from a hotel room because my new home has mold in it. They cut out walls two feet from the floor in the furnace room, pantry, toilet closet, and laundry room. All because a worker who put on the baseboard shot a nail through the condensation pipe which put a hole in it, and it was leaking under the ceramic tile weeks before closing. Pulte had promised quality construction and we did not get anything even close to quality. It will take months to do all the repairs that need to be done in our home. And the same people who already made the mess will be coming back for the repairs. It has been a nightmare...

  Business Response

  Date: 04/18/2023

  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 West ******* division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you.
  
  For your convenience, please use the ********** ******* team contact information below to address your home concerns.
  *********************************************
  **************

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19621920
  
  I am rejecting this response because:

  I have received and reviewed the formal response for Pulte Group.  Their response is not acceptable.  I have been trying since January to get someone from West ******* division to contact me. I have left many messages and sent countless emails only to get replies from a ************* coordinator that they had passed my concerns on to management,and someone would contact me, and they never did.  The corporate offices of Pulte need to get more involved in the day-to-day operations of the West ******* division because they are not responding to their customers.

  Only many days after the mold was discovered and while we were still living in a hotel which ended up being a total 21 days of the 40 days we owned the home, the ** of Construction, *********************, came to our house to look at the situation.  His response was yes mam to the overall mess I was pointing out since before closing, we will fix it to the walls being ripped out of my house because of mold 19 days after buying it, and we do not do that when I said Pulte should buy back the house or compensate ** for the many months of stress, grief, displacement, and chaos and the money we have lost on this house.  Before leaving, the ** of Construction told me that he did not think anything would make me happy; and all this was while standing in our master bathroom in a sea of blue tape marking the overwhelming poor workmanship.  Although he did send a brief email a day later saying how nice it was to meet **, and absolutely no communication from anyone from the West ******* division since that day.
  

  Six days after the mold was found we decided to have a home inspection done.  I have an 80-page report that pointed out an additional area of mold that Servpro missed and an abundant number of issues with the house that we had not even had the time to find out yet.

  I have spoken to several of the newer neighbors, and they were delivered the same mess as we were, minus the mold problem.  Besides the poor workmanship, people have had to have their driveways dug up, electrical issues, garage door issues and on and on.  These houses are terrible, and we were promised and paid for quality and did not receive either.  The residents of Stone Creek are people in their 60s, 70s and 80s and if we want to have the homes we were promised, we have to spend days on our hands and knees scrubbing paint, grout, caulking and glue off our floors, walls and windows and hire outside vendors to fix all that is broken. Pulte say they will fix it, but after they make the list of all the problems they go away and do not show back up again.  Most people do not want anyone from Pulte in their homes again, because they do not want the same people back in their homes that caused the problems in the first place. This is nothing short of taking advantage of senior citizens.

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

  Business Response

  Date: 05/10/2023

  Pulte *************** has addressed all of the concerns Mr. and Mrs. ******** brought to our attention including but not limited to the items spelled out in case #********.  Additionally, Pulte *************** communicated daily with Mr. ******** during the repairs providing updates and timelines on completed and upcoming tasks.  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19621920
  
  Rejecting the response yet again.  First our name is spelled ******* not Tiereney.  It is amazing how Pulte wraps up all the overwhelming stress and heartache from the damage they caused to our house with a short paragraph of how they have done their job.  I want to be perfectly clear, no one out of the ***** office did anything.  ***********************, the only one that did anything, who may collect his pay out of that office, but works full time in Stone Creek, is nothing like anyone in that office.  And yes, he was the only one in contact with my husband, usually after my husband contacted him.  But the work is not done, and Pulte still owes ** for our expenses.  We still do not have a certification from Servpro on the remediation of the mold throughout our house, and there was not any additional testing done to see if they got all of it.  Especially since my home inspector found additional mold in another wall while they were ripping out my brand-new walls.  There are still things that need to be fixed but unfortunately the subs you have hired have to do things 3 or 4 times before they get it right.  We have had doors replaced, doors fixed several times, roof vents replaced and another one damaged in the meantime, several pieces of crown molding replaced, and all the crown molding, baseboards and door frames sanded and repainted in every room but the 2 bedrooms and guest bath.  They finally delivered extra ceramic tiles and several of them were broken and after several tries, we did finally get a screen that fits the kitchen window.  Let me be perfectly clear, we just closed on this house February 24, 2023.  Pulte is a terrible contractor who goes into a contract with a customer expecting to fix things for a year or more after closing.  That is the most absurd thing I have ever heard.  I have built several houses and they did not need to have a ************************* who really does not care, because things were done correctly or fixed before closing.

  From my first contact to the BBB, I requested in the Desired Outcome or Settlement section that Pulte buy back the house because of all the damage they caused or send in reputable workers to fix things, and we should be compensated for the terrible nightmare my husband and I have been forced to live through with this house.  Just a reminder we spent 21 days of the first 40 days we owned the house in a hotel.  As a retired **** Estate Agent, I will never get what I paid for this house because of the mold problem that Pulte contractors caused.  I will lose anywhere between 5 and 10 percent of the market value.  We paid $440,690 for **** sq ft, therefore we would lose between $22,000-$44,000 of the value because of the mold issue if anyone would buy it at all.  Now would be a great time for someone from the ***** office to contact me personally at ************.

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

  Business Response

  Date: 05/17/2023

  The remaining items we have to complete at Mr. and *********************** home are as follows.  

  1) Replace (1) damaged gooseneck roof vent.

  2) Provide (1) cabinet touch up kit for the bathrooms.  

  These items will be completed by next Friday 5/26.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19621920
  
  I am rejecting this response because:

  Please dont minimize the demolition and reconstruction of our brand-new home over the past 2 months due to extremely poor workmanship and mold found in our home 19 days after closing to you are done on May 26, 2023.
  
  We have been back in our house since April 5th, and we still do not have a certification for the remediation on the mold that was throughout the middle of our house.  As per *******, who did the remediation work in our house, Pulte must now hire an Industrial Hygienist to come and inspect the work that was done by ******* and retest the house to see if the mold is indeed gone before the Industrial Hygienist can then give ** a remediation certification.  Exactly when will that be done?
  
  We are also waiting to be reimbursed for our expenses.  We had to resubmit the receipts for our expenses from our 21 day hotel stay while our house was a construction site, because your ***** office lost the first set.  And there was an additional receipt submitted that was approved by ***********************.  I would like a date for reimbursement too.
  
  Also, last week to add insult to injury, I was contacted by a gentleman from *********, ******* who is also extremely unhappy with his $725,000 Pulte house, who closed at the end of March 2023.  He received a ***** envelope addressed to him from Pulte Mortgage, with a letter inside addressed to him with our IRS information attached!!!  You cant make this stuff **.  So, in addition to the entire center of our house being ripped out because of negligence and poor workmanship, now we have to be worried about identity theft.
  
  The Customer Liaison said it was 'human error'.  I told him I already had **** sq ft of human error from Pulte and I am not too happy about having anymore.  Pulte Mortgage has offered ** credit protection.
  
  And last but not least, Pulte has not addressed the subject of restitution in any of their brief responses.  We have been incredibly inconvenienced, stressed, overwhelmed, had to thoroughly clean this house 3 times because of the construction and reconstruction throughout the house, had to live in a hotel for 21 days, we have lost thousands of dollars on the value of the house because of the mold, and now all of our personal information and social security numbers are in the hands of someone who says he lives in *********, *******.  When will we be contacted to discuss restitution?

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

• Initial Complaint

  Date:03/17/2023

  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.

  We have had countless warranty work done on our home. *************************** ************* Manager III of ********************** in SWFL ***************, ** has been absolutely rude. I have yet to be contacted by someone higher up than her that will actually care and assist us with our warranty need for our home. We are still well within the warranty period and she does not care to help us get things fixed with our pool. Pulte has fixed all our warranty repairs in the past, now I'm being told to contact Pentair directly as their is no longer anything they can do to help us out with our pool. She wrote an uncaring and basically forgetful email knowing we are still in the warranty period. We paid good money for our lovely home and all we want is repairs for our pool to be completed and fixed. Please, can I have someone who is higher up than her actually give us a call to discuss what is actually going on. I have countless emails with her and the way she is handling business is not right to the residents of RiverHall in ************************ We want this fixed not put on the back burner. Thank you in advance.

  Business Response

  Date: 04/12/2023

  The Southwest ** division leadership spoke with ******************. ******* was contacted on behalf of the customer as he has an issue with the salt cell to his pool.The Pentair contact information was provided to the customer and the case #**********. No further action needed.

• Initial Complaint

  Date:03/16/2023

  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 advertises interest rates on their website that they don't intend to honor. I was drawing in by their low interest rate and signed a contract only to find out the promtion was no longer being offered. 2 weeks later is back on their website and i am told is for quick closings only. I am closing witin 30 days. The company said that they are sorry the promotion is not available to me. Is it available to anyone? It was advertised when i went in to select a home and taken down within a day of my final selection, and readvertised witin 2 weeks after I sign my contract. How convenient.

  Business Response

  Date: 03/22/2023

  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.
  

• Initial Complaint

  Date:03/15/2023

  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 signed my contract in Feb 2022. My brother who is a retired loan officer was on the phone with me when I was with ******* (sales agent) and we asked if I don't qualify for the loan at closing due to rising interest rates, I get my deposit back. ******* showed us the clause where it states if buyer doesn't qualify for their loan, buyer gets the deposit back in full. Hence, I signed the contract. The kitchen that I wanted with a hooded vent mounted to the wall was changed due to a material supply change however, this changed ***************** of my kitchen which is not what I signed in my contract. I paid for the upgraded kitchen look and not to have the vent covered by 2 cabinets above it. I am supposed to close next month The closing date has changed twice. I was supposed to close between Oct- Dec 2022 and then in Feb 2023. I am closing in April 2023. The interest rate I signed for in Feb 2022 was 4.2% which made my payment ****. Now that interest rates are over 7%, I am denied for the loan and Pulte says they can keep my deposit which I asked several times if I should lock in a rate before the rate increases and they said no, it's too soon to lock. My interest rate is 7.3% and payment is ****. I can't afford that. Based on that, Pulte agreed to assist with the rate buy down to ****% but the payment is ****. I still can't afford that payment. I had a meeting with ****(director) who said he will try to see if builder can contribute more to help get the interest rate to 5.5% which makes my payment **** and I can't afford that. They changed my gourmet kitchen look to something completely different. They are refusing to give my deposit back when my loan has been denied. Pulte is trying to give me a loan that I can't make payments on. They need to refund my deposit back in full which is 40k. Pulte is doing severe misrepresentation and fraudulent activity. They are keeping my deposit when I don't qualify for the loan. I will go to the media if Pulte doesn't refund fully

  Business Response

  Date: 03/31/2023

  We were able to come to terms that both the customer and the ********************** mutually agreed on.  We are now moving forward with those terms. 

• Initial Complaint

  Date:03/14/2023

  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.

  Purchased new home from Pulte Homes and the contract called for VA financing and included Minimum Property requirements (MPR) Form # **-1852). One of the items under landscaping is the requirement to use 1" of TOPSOIL prior to installing the sod. I brought this to the attention of the construction manager and regional manager and they said they use landscaping sand which they represented as topsoil. When there landscapers were doing the grading and leveling I told both the managers that I expected them to follow the MPR's and use topsoil and they refused again. The next phase was the installation of Sod which was delivered 2 days prior to installation and they installed it was 8 pm using their headlights to see their work. Their installation was a very uneven and have major gaps between the sod rolls which is dangerous. When I could not get satisfaction from local managers I had a landscape contractor give me a bid to remove and replace the sod using the 1" of topsoil and it came in around $30,000. Based on this bid I contacted Pulte's local VP of construction and had him come out to inspect. He told me it will be perfectly fine in a year or two and the gaps will fill in. When I told him what I had found out about their leveling sand he admitted it was leveling sand and not topsoil. Leveling sand is designed to be used prior to pouring concrete to keep the concrete from cracking. I learned about landscaping sand from local topsoil and sand suppliers. The meeting ended when I agreed to settle for the $30,000 even there are other problems with our construction and he refused. I gave him the literature I collected from local garden and landscaping companies showing how to install sod in northern ***** and asked him to review the information before he made his final decision.It has been 30 days since the meeting and he has not responded. I sent an email requesting final decision before filing this complaint. Still no response.

  Business Response

  Date: 03/15/2023

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

  **taching the email chain from our most recent communication which was yesterday and goes back to January 5th.  To be clear, I never said it would take a year or two for the gaps to fill in.  You'll see in my January 9th email that I informed you "the growing season begins in April/May.  ** that time, the sod will grow together nicely,fill in the gaps and really start to look nice."  I also never represented our use of sand as anything but topsoil, also evidenced in my January 9th email where I wrote "Topsoil is simply defined as the top layer of material in the yard.  The type of topsoil used reflects the geological nature of its location.  In North *****, sand is the chosen topsoil based on our geology and we have a long-standing history of providing great yards for our model homes and customers using this method."  I did take the paperwork you gave me when we met on February 15th, but never committed to reconsidering our position, denying your request to reimburse $30,000 to replace your lawn.

  Stating again what was in the January 9th email, we consider this matter closed.

  Respectfully,

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

• Initial Complaint

  Date:03/10/2023

  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.

  I purchased a new construction house from Pulte August 2017. The 11 month walk through was in July 2018. Cracks in the basement wall were noted at this time. I recently reached out to Pulte and advised that the cracks are getting worse. They advised that I am now outside of my the warranty period

  Business Response

  Date: 03/13/2023

  Good afternoon *******,

  The local Pulte ************* Team in ******** will review and advise on the cracks in your foundation. Typically, our warranty addresses cracks that are leaking but in your case since you noted them during your active warranty period we will review again. The standard repair would be to fill these cracks with a cement caulk. 

  We can offer this as a one-time goodwill repair and will have the local Columbus team follow up.