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

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  CTX Mortgage Company

  2601 Stockton Hill Road Kingman, AZ 86401

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  PulteGroup Inc

  10736 E Ellis Street Mesa, AZ 85207

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  PulteGroup Inc

  20147 W Lilac St Buckeye, AZ 85326-5117

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:03/09/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am SOO dissatisfied with construction of my new-build Pulte home in Sun City, **********, **. Pulte changed cabinet makers after we had chosen all colors, hardware, etc. After change, they said all we had to do was select a new cabinet style and color, which we did remotely as we live in **********. What they did NOT tell ** was that new cabinet company would only allow 1 selection of cabinet/door hardware throughout entire house - even though we had originally chosen different hardware for different rooms! And NO ONE (manager) would contact us about this design incompatibility issue even though we continually contacted the low-level staff. Now hardware and faucets clash!! Such a minor thing but we were totally stonewalled!!! We are now VERY dissatisfied with Pulte!! They have ZERO customer service!! And they have laid off so many people that we no longer receive construction updates without our asking!! AVOID PULTE! I can provide numerous emails to Pulte trying to get a response, but to no avail.

  Business Response

  Date: 04/05/2023

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

  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:03/04/2023

  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 moved into my house in Richfield in November 2022. Since 12/31/22 the amount of water pouring into our sump pump pit is overwhelming. It turns on every ***** seconds and runs for several days after any type of rain. The most was 6 straight days. Pulte has checked all downspouts/recycle for the pump and it is normal. They finally came out yesterday after several weeks of waiting for next steps to put a dirt dam in the front yard. The contractors were very confused and said this probably will not help the issue. At this point, I am beyond frustrated because no solutions have been done to fix this issue. We now have the power out in our home and our basement is flooding which is not surprising because all the water in this area flows to my home. The other people in the community have never heard their pump go on one time. The solutions I was told was well you can purchase a battery back up pump. So, after I build this house and spend all this money, I have to go and purchase something? I also was told to possible install a second sump pump. It is infuriating to me that I would have to start spending money on something like this within the first couple months of being in a brand new home. I have also asked for my grade to be fixed which I heard they cannot do that until the spring so I am just stuck dealing with all my low spots. I have been very patient with this entire process even when there has been no communication or solutions to the issue. Something is not right with the water flow to my home and need solutions to the issue. If you are going to build in Briarwood Estates in Richfield I strongly encourage you to check the water drainage in the development first because you will be searching for resolution like me.

  Business Response

  Date: 03/10/2023

  To Whom It May Concern,

  The customer and I spoke on Tuesday 3/7/23 about the concerns with the sump pump and the frequency of operation. As a result of the conversation and subsequent emails, there were 2 commitments made to help alleviate the situation. They are as follows:

  1. Complete final grading as weather permits this coming spring. We are aiming to have the work completed late April or early May.

  2. Install a battery backup to keep the pump operational during the loss of power. 

  Performing these two tasks should help reduce the frequency of operation, however it will not completely eliminate it from happening. 

  Sincerely,

  Pulte Homes of ****

   

   

• Initial Complaint

  Date:03/02/2023

  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.

  Becoming a PULTE HOUSE Owner: *************************- *********, ******* homeowner 2/10/23. I built this house remotely and entrusted everything to be done properly and in a timely manner . I'm writing this complaint because my house was constructed with a lot of problems in the beginning and still finding significant issues to be resolved. To give you a quick history, I signed a contract to build a priceless and high-quality home for my family in August 2021, and we waited for a stressful 18 months into the construction process. This delay had a significant impact on us in every way and also resulted in an inconvenience for our home loan rates. To cut the long story short, I dealt with five construction managers during this build, which resulted in inefficiencies and faulty workmanship of the tradesmen that I discovered during my pre-drywall walk inspection (bent studs, slit studs, pex lines leaning on or touching the vents, etc.). Those items should not have been installed in the first place, rejected or corrected for quality reasons, but they were still installed and buried in my drywall, which they already destroyed their reputation and quality by doing so. Then the closing of my dream house came and took place 2/10/23 with incorrect Interior color which we accepted, missed structural elevation- recently corrected, glass crack sliding door - still in the punchlist, damaged bathtub for refinish/reglaze- still in the punchlist, Fridge dents and chipped- still in the punchlist, Kitchen vent exhaust scratches- still in the punchlist, Cabinets chipped and scratched- still in the punchlist, Attic Ladder to be installed- still in the punchlist, Pool cage slits- still in the punchlist and these how we celebrate the closing of " The Pulte Way".That being said, here we are in our 2.5 WEEKS old house that we can't even enjoy it nor furnish it due to the additional major defects that we found recently- Tiles in the Master bath were not levelled /pitched that causes a puddle of water when taking a bath. The shower bottom sweeps were maliciously and deceptively cut the bottom flaps in order to fit between the glass door and floor. Furthermore, the floor tiles and master and second bath wall tiles were chipped, cracked, lippaged, hollow, stained with residue, had pin holes in the grout, and had an uneven color, installed tiles were glossy and matte finished throughout the house, and they have a very incompetent subcontractor because they hired "ILG" tile company. In addition, we have bottom main door aluminum sweep flexing, Main door vibrates, Foyer cabinet door k*** area cracked, Markers were bleeding in the paint, Baseboard bowing, All of the wall ************** were not at a 45-degree angle. Window sill not straight, Window sill crack upper corners, Island corner Cracks, Island cabinet cracked, Living room drywall is bowing, Laundry pocket door not aligned,no stopper and very short door, Garage floor corner were not caulk, Garage cinder blocks need more painting, Nail pops, Paint runs, Pavers have paint and stains, all corner ceiling were not 45degree angle and too much mud applied, Granite mismatched, cracking paints cornice area and corners, Pool light switch not installed, unpainted mud textured wall areas and countless other details that should be addressed. This is not acceptable and Pulte should be accountable for their actions and deemed for restitution. Pulte's building process created an inconvenience, stress and anxiety to me and my family. I want a product based on the model house and quality promised.

  Business Response

  Date: 03/30/2023

  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 Southwest Florida 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 Southwest ******* team contact information below to address your home concerns.
  *******************************************
  **************

  Customer Answer

  Date: 03/31/2023

  I will not close the complaint file until everything is fixed and this is a major inconvenience to me and my family as we can't really do anything with the house that we should be calling HOME. We feel that we are discriminated on this built. Our basis is to have the same quality as the model house and my house should not be discriminated and should have the same treatment as every house being built here in *************************. This is been a disaster ride for us and provided a lot of inconvenience and a lot of time wasted and money wasted since we are still currently paying our rental house and will be paying our mortgage for the defective brand-new house this April which we cant live on it. We cant ************ house nor enjoy it because of these issues. These were not a warranty issues its a build issues and they promoted and promised to provide a QUALITY HOUSE and not a SUBSTANDARD house and this justifies everything that when you rush things in the finish line everything will be disaster in which they did that to us during my 18 months of built. During my built we noticed that our house was not moving quickly and it sits for several months,weeks and days without workers from Pulte- Divosta. We feel that we were treated unfairly because we were remotely building the house and it seems that we were in the back burner. To cut the long story short, I dealt with five construction managers during this build, which resulted in inefficiencies and faulty workmanship of the tradesmen that I discovered during my pre-drywall walk inspection (bent studs, slit studs, pex lines leaning on or touching the vents, etc.). Those items should not have been installed in the first place,rejected or corrected for quality reasons, but they were still installed and buried in my drywall, which they already destroyed their reputation and quality by doing so. That being said, It was painful experience and I was expecting a superb quality house with 18 months of built and it should be little to non and it should be cosmetic fixes but unfortunately, we are encountering major fixes like whole floor tile change which is a massive remediation and it will create more problems along the way.I am currently on my 49th day since I closed and it seems that I won't be enjoying my house until everything is corrected and repaired. This kind of construction practice should be investigated and corrected.  

  We need your help to address this kind of behavior and bullying of the contractors.

  Also, attached two files for reference and guidance and all have hyperlink for pictures and videos.

  *BBBLot167 Checklist_1 file- Has no comments

  *Lot 167 Checklist_ 1 - Comments included

  Business Response

  Date: 04/27/2023

  Sr ******** **** Manager is currently working with the homeowner on resolving all their warranty concerns for their home. Specifically the tile flooring, which has since been deemed defective by the manufacturer and Pulte will be replacing the floor for the homeowner. The Sr *** has been in constant communication with the homeowners and they have been happy in working towards the resolution

  Customer Answer

  Date: 05/02/2023

  Please keep the complaint open until everything is fixed. Thank you very much for your kind consideration. 

  Business Response

  Date: 05/30/2023

  The Pulte Southwest ** division leadership is working with the homeowner to resolve all their warranty concerns for their home. Specifically the tile flooring, which has since been deemed defective by the manufacturer and Pulte will be replacing the floor for the homeowner. Local leadership is in communication with the homeowners and they have been happy in working towards the resolution

  Customer Answer

  Date: 05/31/2023

  The pulte team is working on the remaining warranty repairs and  will close the claim once everything repaired. This should remain open until everything is done and satisfied. Thanks

  Business Response

  Date: 06/29/2023

  The Southwest ** ******************** Manager has been working directly with the homeowner to resolve their warranty concerns. The tile flooring, which was deemed defective by the manufacturer was replaced in May. This has been resolved. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 19531427
  
  I am rejecting this response because:The *************** care manager that I worked with -********** did an EXEMPLARY Job and assisted us with an *************************** especially for all those ********** items. That being said, I still have some remaining ticket items to be resolved and please remain this case open until everything is done and repaired. Thanks 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2023

  Good Afternoon, 

   

  I wanted to provide the latest update on this situation.

  Update-

  The Southwest ** Sr. ******** **** Manager has been in regular contact with the homeowners while working towards the resolution of any pending repair items.

   

  Thank you!

   

  

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

  National Sr. ******** **** Manager

  Direct: ************

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

   

  

  Pulte.com   |   Centex.com  |   Delwebb.com |   JWHomes.com

   

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 19531427
  
  I am rejecting this response because: i still have couple items to be fixed and once everything is fixed then will close it. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment with the quality of the air conditioning system in my new home!!Despite reporting issues with the system on September 6th 2022, it was not until September 28th that an engineer from ************* was sent to investigate. By this point, the heat had become unbearable and my family had been forced to move out.Upon inspection, the engineer found that the fan motor was not working and needed to be replaced. I was told that someone would contact me shortly, but after waiting for five days with no communication, I called on October 3rd and was informed that it might take up to two weeks to order the replacement part.After a month of waiting, the fan motor was finally replaced, but it soon became clear that there were still major issues with the system. The guest suite we added has no air conditioning working at all, and the noise in the living room was extremely loud, which was not normal. After reporting this issue to your company, an engineer was sent to investigate, but due to the air flow design flaws, even if the issue was repaired, there will be no significant improvement.On January 16th, 2023, the heating system stopped working altogether. After an engineer came to assess the issue, a part needed to be ordered and it was not clear how long this would take. As the temperature in the house was unbearable, my family had to leave to stay with relatives.Upon our return, a technician came with the parts, but it was found that this was not the root cause of the issue. Another part needed to be ordered, and we have been waiting for almost 10 days without heating. Given the temperature has been around 40 degrees, this is unacceptable.We have been informed that the overall design and distribution of the air ducts are flawed. The first floor has little to no air distribution, making it almost impossible for any air to reach this level. This means that even when the heating system is working

  Business Response

  Date: 03/06/2023

  Pulte is in the process of managing this concern & the timing of the replacement parts. 

• Initial Complaint

  Date:02/27/2023

  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.

  On 2/18/2032 the electrical outlets for my tankless hot water heater, garage door opener, and water softener stopped working., which are all located in the garage, Each wall plate has a sticker that states *** protected, but there is no visible *** plug in the garage. I have reset every *** in the house, including the 2 outside. I have also reset the circuit breakers that are for the garage, even though they were not tripped. I submitted a warranty request through Pulte homes, and they referred me to ****** Electric, the contractor that did the electrical in my home. They also stated that my 2 year warranty expired on 10/30/2022, which I was aware of. I called ****** Electric, and they looked up the electrical plan for my home and stated that the *** plug was located next to my garage sink, which it is not. They then stated to call Pulte, as there was nothing they could do about it, except send a service guy out, and charge me $175 just to look at it. I then called Pulte again, and flat out told me that the home was out of warranty, and they were not going to do anything about it. I understand the warranty, but it is obvious that the *** that they claim is in the garage is not there, and no one can tell me where it is. One comment that was made is that it could have been sheet rocked over it. I currently have my hot water heater and garage door opener on extension cords, as the other circuit (plugs) work, also in the garage on a ***. I shouldn't have to pay to have an electrician come out to fix or find a missing ***, that is very obviously Pultes fault and issue.

  Business Response

  Date: 03/02/2023

  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 Arizona 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 Arizona team contact information below to address your home concerns.
  ********************************************************
  **************

  Customer Answer

  Date: 03/03/2023

  I don't want to close the case until problem is resolved by Pulte.

   

  Thanks,

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

  Business Response

  Date: 03/17/2023

  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 Arizona 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 Arizona team contact information below to address your home concerns.
  ********************************************************
  **************

  Customer Answer

  Date: 03/19/2023

   
  Complaint: 19509184
  
  I am rejecting this response because: No one has contacted me, I had to call an electrician to fix the poor quality of work done by your electrical contractor. Wires in the main panel were not stripped correctly (half on insulation was left on contact surface) causing them to arc under heavy load. Also, a GFI plug was never installed which was in the electrical plans and code for garage use. I would like to be reimbursed the $190 I spent to have this problem corrected.  See attached invoice.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/22/2023

  Dear BBB-

  Thank you for forwarding the recent correspondence from *************************  We are aware of the items of concern and have been in communication regarding them. We are working with the customer to reimburse them for their out of pocket expense.
  
  We appreciate you making us aware of this customer contact. 

  
  Sincerely,
  
  ***************************
  Division Director of Customer Care
  *********************************************

• Initial Complaint

  Date:02/24/2023

  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.

  House has went beyond closing date, sales rep and field manager were dishonest on delays and funds.

  Business Response

  Date: 02/28/2023

  ********************************* has reached out to the homeowner and an agreement was made to terminate the purchase agreement. *************** is aware that ******* money will be retained after termination of contract 

• Initial Complaint

  Date:02/23/2023

  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.

  Pulte Homes offered me $12,000 in incentives when buying a new home in *****, ** but only if I used Pulte Mortgage. I was assured that pulte Mortgage rates will be market competitive. When it was time to close, Pulte rates were 40% higher than 3 other national banks/lenders. I am being essentially pushed out and forced to go with an external lender hence forfeiting my $12,000 in incentive cash. It feels like I am being scammed out of cash I really needed for closing. I am a first time home buyer and this last minute rug pull by pulte has caused severe stress and anxiety along with unexpected out of pocket expenses. I dont think my mortgage is receiving a fair rate by *****. If pulte can't offer a reasonable mortgage, I should be eligible to get my incentive money. Furthermore my case needs to go public so other home buyers are not troubled.

  Business Response

  Date: 03/01/2023

  Please see attached response. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19459634
  
  I am rejecting this response because: *****'s response doesn't actually address my concern. They tried to describe their sales process. While I am not obligated to use their mortgage company, I believe it's false advertising to offer incentives if I use Pulte Mortgage and then not even offer a reasonable mortgage option. If pulte cannot offer reasonable mortgage option they shouldn't be listed as an option and I should be compensated for my loss of incentive cash. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/10/2023

  Please see attached response. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19459634
  
  I am rejecting this response because: Pulte's offer doesn't address my hardship of me having to gather additional funds for closing. Not sure why they think me not buying a house is a legitimate option. I dont and cant restart the whole homebuying process again. Me and my family also have spent considerable time, money, effort and emotional investment in this house. Do I now have to be worried about not being welcomed in this community? It's hard enough as a first time home buyer, ***** has made this worse. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/20/2023

  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 are located at ************************************************************************** in the Reserve at Chestnut ***** Development. We moved into our home, a new build, in August 2020. Following the guidance we were given, we sealed our driveway within one month of moving in. Very shortly thereafter, we began to see areas of spalling occurring in the concrete.As we approached our one-year anniversary of moving in, the spalling continued to worsen and we scheduled our one-year warranty walkthrough with the Pulte customer care representative at the time. When we expressed our concern to her related to the quality issues with the driveway, she agreed that there seemed to be an issue but the only resolution that she provided was to replace one square of the driveway. We were not pleased with that resolution as it is clear that there is a quality issue with the entire driveway as well as the sidewalk in front of our house. This issue was elevated to her supervisor, still, with no resolution other than replacing a single square of the driveway. We brought this issue back up to the Pulte ************* Team in September 2022, as our driveway is continuing to deteriorate. Additionally, we were made aware that a number of our fellow homeowners in our neighborhood had successfully engaged Pulte with replacing their entire driveways after core samples were taken of the concrete and it was determined that the concrete used was faulty. The option to have a core sample taken and analyzed has never been offered to us. Ive included photographs taken of our driveway as well as the sidewalk in front of our home. We will also be engaging the City of Independence to help us resolve this issue, specifically because of the safety posed by the sidewalk deteriorating. We opened a mediation with Pulte in November 2022, but were told there was nothing that they were willing to do to resolve this issue. We plan to pursue legal action if necessary, as this was a major construction defect.

  Business Response

  Date: 02/26/2023

  To Whom It May ********************* let this serve as the formal response to the driveway concern located at **************************************************************************. As stated in the original complaint, the issue of pitting/spalding of the driveway was reported during the first year within the warranty period for this concern. As a result, the driveway was evaluated to determine the best course of action. It was determined that while the pitting/spalding did not meet or exceed the performance standards set forth by the Pulte Protection Plan 1 square of driveway could be replaced. This resolution was rejected at that time.

  In September of 2022 which was 2 years post-closing and 1 year post expiration date of the concrete warranty for pitting/spalding the issue was raised and again inspected. The same outcome and offer was presented for resolution. Again, the resolution was rejected. 

  Based on previous inspections and photographs provided by way of this communication it has again been determined that the pitting/spalding does not meet nor exceed the performance standards set forth by the Pulte Homes Protection Plan. As a result, it has been determined that no further action is required. This decision is in conjunction with past inspections and rejections of previous repair resolutions along with current conditions provided. 

  Sincerely,

  Pulte Homes of ****

   

   

  Customer Answer

  Date: 02/26/2023

   
  Complaint: 19436655
  
  I am rejecting this response because:

  the resolution offered was to replace only one square of the driveway, when it is clear that the concrete used for the entire driveway (as well as the sidewalk in front of our house) was faulty.  We had an independent concrete company come out to visually inspect our driveway last week and they validated that there is something wrong with the concrete. Replacing one square was never an adequate solution.

  I want to understand why atleast 4 driveways (from homes built during the same timeframe) in our neighborhood were replaced, but we were never given that option.  We will pursuing legal action.  

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

  Business Response

  Date: 03/02/2023

  I appreciate your perspective regarding your case.  We stand firm that this matter is closed.
  
  If you still feel as though the solutions offered are not acceptable or within industry standards, I would like to refer to you to section 7 of the warranty guidelines on page 17 of the attached warranty. You have the option of requesting mediation of your Warranty request by providing written notice to ***************************************** (PWSC). Their contact information is included on page 17 of the warranty for your reference.
  
  We are confident in our decision in this matter. Please let me know if you have additional questions or concerns. 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19436655
  
  I am rejecting this response because:
  We have already undergone the mediation process with PWSC, and no resolution was provided.  Replacing a single square of the driveway was never an adequate solution for a driveway that is entirely disintegrating.  We are engaging the City of Independence now, as the sidewalk is also crumbling.  An independent concrete company verified that this concrete was faulty.  3 of our neighbors whose houses were built at the same time had their driveways replaced by Pulte due to faulty concrete. We were never even provided the opportunity to have a core sample taken, as they were (which verified the bad concrete).  This is not an issue of warranty but rather an issue of faulty construction material that should have never been used.  The onus should not be on the homeowner to correct Pultes error.  This is a major expense.  We have hired an attorney and are beginning the process of pursuing litigation.

   

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

• Initial Complaint

  Date:02/16/2023

  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.

  Our issue is with the replacement of the sod in our front and backyard and the addition of topsoil in order to make the land and sod level. On September 9, 2022 we closed on our home at ***************************************************************, DiVosta/Pulte ****************************************. The morning of Sept. 9, we met with our *******/Pulte construction manager and inspected the property inside and outside. At the conclusion of this inspection, we added items to the final punch out sheet for this house, agreeing that specifically the items listed would be repaired or replaced immediately upon moving in. We signed this agreement and trusted it was safe for us to move forward with the closing of the home. All of the items on the punch out list were handled quickly and correctly, except the replacement of the sod in our front and backyard. Since September we've sent emails, pictures, called and left voicemails, and submitted complaints on the websites of Pulte and Castle Group, the company Pulte has hired to manage the HOA.Although the punch out sheet is an agreement between us and Pulte, we've bounced around from Pulte, to Castle Group, to the landscape companies theyve hired for the landscaping and maintenance of the community grounds.From September to February, weve had 5 different visits to our property to inspect the yard and to see what the issues are. In our latest visit five visitors saw for themselves how unleveled the ground is and that the grass is dead in several areas. There are also deep ravines between sod squares. One visitor said there is not viable life in any area where the grass roots are gray and dry. This yard is not what we paid, nor does it meet the agreement between us and Pulte. Our resolution is to receive what was agreed to and what we have paid for - leveling of the yard and new sod in the front and backyard.

  Business Response

  Date: 02/22/2023

  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 Southeast ******* 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 Southeast ******* team contact information below to address your home concerns.
  *******************************************
  **************

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19409988
  
  I am rejecting this response because:

  It has been well over 48 hour window in which Pulte said I would be contacted. Since this complaint has been filed we've continued to receive lies from Pulte and Castlegroup. We are now being told that this issue now falls under Pulte ******************** However, when we spoke to the warranty department *************** said this is not his issue and does not have any involvement. We were then told this has all been a "miscommunication" with a request to not cause "drama". This is completely unacceptable because for the past 6 months, since Sept. 9, 2022, we've been patiently waiting for Pulte to correct this Punch List item. We've received almost no communication and when we do it's just to say they are "looking into it." If Pulte would uphold their signed agreements we would not be having any issues. The lack of action taken by Pulte has made us anxious and unhappy. At this point we are done sitting patiently and waiting, the trust for that to happen has been lost. 

  We have more information that has come to our attention and it really bothers us. This morning we were walking our dog and ran into *** and *****, our neighbors. 
  We got to talking about landscaping because they want to have calusa plants added as privacy to their property, and they want to get a quote from our landscaper. 
  They went on to tell us that when they moved in, their grass was completely dead and brown, as our was upon move-in, and they said without asking or discussing the sod that was dead, it was replaced immediately. We also know this same scenario was the case with the front lawn of our neighbors, the ******'. Their front yard was dead and brown, and replaced immediately. 
   Why is this the case? Why do some residents receive excellent service while others get the shaft? Is this discrimination of sorts? 
  Whatever it is, it's not okay, and we won't stand for it. 
  *** and ***** said that **********;has called them and told them, "to ************ the office and that she is here once a week." They said, "She's been so helpful and makes things seem easy." 
  Hmm?
  We have never received any communication such as this that would open positive communication rather than negative communication causing legal actions to be required. 
  It's baffling that an item on a contractual punch list, that is a signed and legal contract, is not addressed, while other identical items are fixed without a single conversation. 
  You have wasted our time, your time, our money, and your money while you've sat around and ignored us, not upholding your end of a simple agreement. An agreement that is completed with every member in the community and every buyer of a Pulte property. How is our contract overlooked? That's illegal. 
  We are kind and reasonable people and you've taken complete advantage of our kindness and patience. We've waited, with minimal communication inquiring about dates and such, and we've received the absolute worst and sad service. We've welcomed you to our home and given you tours of our property when you've shown up unannounced, and replied immediately when you have communicated. We've done all of the paperwork and followed the correct channels requested by the community to have things repaired and replaced. We continue to do everything needed while you do nothing. 
  Why keep this going? Why not take care of your responsibilities and be honest with contracts you've signed?
  ******, you were here with us completing the punch list and signing the contract with us. Are you going to make a call to let Pulte know this needs to be addressed? 
  As the construction manager who agreed that this needed to be done, surely you can follow up and ensure it is done. 
  We, again, are forced to wait to have action taken by Pulte. Since we have received zero actionable communication we have lost trust in this builder and the contractors and lawn maintenance they've hired. This is a sad place to live and the residents are treated very poorly after closing on their homes. 
  

  Business Response

  Date: 03/02/2023

  I have forwarded this communication to the Southeast ** leadership team for any follow up that is necessary. They will be the *********** to work with, as they are working with the details of your service.

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19409988
  
  I am rejecting this response because:

  Yesterday, we spoke with ******************* with Pulte Warranty over the phone. ***** informed us that he will be overseeing this issue from this point forward. He told us that our goal is to find a solution and get this issued closed. We do not have a date set to meet and no other steps have been planned. Until the completion of this punch list item we are unwilling to mark this issue as resolved. For now this issue is still unresolved. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed on 10/5/22 & the issues found during my walk through were ignored.All the blue tape indicating there was an issue was removed and the issues not addressed or remediated.I have submitted numerous tickets regarding the issues listed below and are still outstanding.Kitchen and Bathroom Cabinets Warped cabinet doors Scratched cabinets Hole in cabinet drawer Paint peeling off cabinet Electrical Issues Outlets that move when plugging in an item Switch and outlet plates not flush to wall Exposed wall with switch in garage Switch plates installed crooked Switches in the reverse - I had an electrician come and correct this issue - 4 out of 4 switches arcd - the screws were lose connecting to the terminals - This is a fire hazard and electrician stated the others must be the same in time I will have a fire Bedroom wall was off 3 inches Drywall has been removed and reframed 3 ring circus Drywall rep arrived and told me he was not informed that the wall needed complete drywall Therefore, wall has not been completed Still waiting for a date to complete the job Door and Door Frames Issues Pantry doors not aligned Door jams with exposed wood Door frames with paint, plaster, etc. Poor repair of bedroom door frame Bathtub Issue - Tub looks like a 10-year-old tub vs. new - Orange spots and Chemical stain Quartz countertop has a **** that was repaired & still visible Grout droppings on most tiles in all tiled areas Disparity of heat or A/C from downstairs and upstairs Marios Air Conditioning tech indicated there was a load issue - Tested the vents downstairs & only 1 tested 400 CFM the other 3 were less 1 CFM = 1 Square Foot Manufacturers will guarantee 400 CFM per ton My home is **** sq ft per floor plan on website My unit is 2 tons should be 4 tons min The unit is marked 5KW 30 Amp for heat - **** sq ft home = 10KW 60 Amp

  Business Response

  Date: 02/22/2023

  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 West ******* 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 ********** ******* team contact information below to address your home concerns.
  *********************************************
  **************