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

• 

  CTX Mortgage Company

  2301 N. 4th Street Flagstaff, AZ 86004

• 

  CTX Mortgage Company

  2601 Stockton Hill Road Kingman, AZ 86401

• 

  PulteGroup Inc

  10736 E Ellis Street Mesa, AZ 85207

• 

  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:02/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My new Pulte house has many defects that were pointed out during the visit before closing, and most have never been addressed. For example, I have a wall that is not painted, was given a damaged bathtub, the ceiling needs to be repainted in the living room, caulking is missing in bathrooms, my garage door doesn't function properly, the floor is very uneven in the master bedroom. My kitchen cabinets were delivered dented, one even broken. And countless other details that should have been addressed. The painters just removed the tape showing where the paint job was bad and didn't do a thing because it's obvious they don't care. The paint job around the house is horrendous.The Pulte representative keeps telling me I will be contacted by the different companies to fix the problems but nothing ever happens.I took possession of the house 6 months ago.This is unacceptable. Pulte doesn't care about delivering a quality product, despite the high price point I paid for the house. The house was delivered 6 months late, which made me incur additional costs to store my belongings.I want the product I paid for with the quality I was promised, nothing more but nothing less.

  Business Response

  Date: 02/15/2023

  Division Manager of ************* called the homeowner to discuss her outstanding concerns. Homeowner will email over her closing docs and email communication to her ************* Manager of the items that were agreed upon that will be completed. DM of ************* will review and get back with homeowner on next steps. 

  Customer Answer

  Date: 02/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:02/12/2023

  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 purchased a townhouse currently being built. What we paid for and told wed be getting isnt what we are getting. They lie and misrepresent the product youre getting and blame vendor change and say same or similar product. *************** said the issue with the batnyroom cabinets was due to a new vendor error and would be fixed. When he spoke less than 24 hours to our realtor he told him its same or similar. Thats like saying you bought a ******** SUV but we are giving you a ***** SUV with less options but its still an SUV. The townhouse is being built and the kitchen cabinets are cracked and damaged, the primary bathroom was to be different cabinets with drawers the cabinets installed done have drawers and this was something we paid $20,000 more for option three to have this. You cant have your model represent your level three options and say it you that with the build but later say we changed vendors and now you get a downgrade from even level 1 option was. *** says one thing to save face and says another to his people. The mortgage company for them Pulte Mortgage lies too. All telephone calls are recorded and we have proof of their employees losing and misrepresenting information too. The company isnt responsive and is solely for profit and doesnt care what product they produce as long as they make millions. Read client comments not just for our community but all Pulte builds. There should be a class action lawsuit against them especially for misrepresentation of their products and through their sales people verbally. T

  Business Response

  Date: 02/14/2023

  Area Construction Manager spoke to ****************** today to address their concerns and assured them the cabinets in the Bathrooms would be replaced and ******* is meeting with ****************** and his spouse on site this Thursday to review their new home build in more detail.  Please see the attached email.  

  Customer Answer

  Date: 02/19/2023

   
  Complaint: 19392659
  
  I am rejecting this response because:
  
  After meeting with ***** we asked lots of questions in which *** had advised us on items the townhouse would have. *** being the sales person should know the properties that are for sale. Prior to putting an offer in we meet with *** for the second time. *** provided with us with a one page document for three properties for sale. The document doesnt list all options picked for the property. He was able to answer certain items to our questions about the big stuff that was a make or break deal for us on the properties that already had options chosen. Such as we only wanted soft close drawers and had to have drawers for the primary bathroom. We even walked though one on junco that was pending for us to see what a level 2 would give us and thats when I pointed out that the drawers in the level two primary bathroom are for looks only and they dont pull out. He said he wasnt even aware of that. That and the above should have been a huge red flag. If the one sales person doesnt know the product that he is selling or misrepresents them you shouldnt buy from them. *** told us that the property we wanted had the bathroom drawers that pulled out and soft close drawers in the kitchen. However, he couldnt tell us other basic stuff such as which backsplash pattern it would have, kitchen sink bowl type, etc. and that he had to ask **** the construction manager. When we meet with ***** was asked questions that we had already been given an answer to with *** to see if we are still getting what we were told wed be getting. When asking some of the questions ***** understandable didnt have all the answers but reach out and got the answers in which he emailed to us on Friday. The answers once again showed a massive lie from *** and on we based our offer on. If *** told the truth we wouldnt have even put an offer in as the soft close kitchen drawers was a deal breaker for any place we go to buy. *** is the only person you get to talk to and all his does is lie. He said he lives in a Pulte townhouse and he was able to go ot ********** and put blinds on all this windows for $300.00. My husband called him out as we had done two room in our last house with those blinds and it cost more than $300.00 for those two rooms. He told us prior to putting and offer in that they werent going to be building any of lots out until all the current ones sell. When we meet with **** we asked him the same question and he informed us that one of the block of units is scheduled to start. The issue with this company is that youre left at the mercy of *** the only sales person for ********* and Woodbury townhouses who doesnt know what hes selling and will lie to make the sale. *** talked to people who only had good things to say about the lady who moved to Woodbury houses and nothing good about ***. *** first said he picked everything for our townhouse and then later changed it that other people picked everything and backed out. He informed us that the other large townhouse with the same layout that the people for that one werent happy and might back out too and if they didnt that one would be open for us to purchase. Straight out Lying and/or misrepresenting is wrong period. But for them to keep doing it over and over again to make money is fraud. Our realtor told ***** about the issues with the email response answers and we havent heard back. However, we were told certain things wed be getting in the house from *** and what were now told were getting isnt fraud. *** is a fraud and anyone who deals with them shouldnt but if they do they should video and record every conversation and interaction with them. Oh lastly, Pulte Mortgage company too are bad people. ********* a loan person lies too. All your conversations with them is recorded and all other correspondence with them in via email. ********* stated to our realtor that she advised us of the hedging fee which was once again a complete lie. I called her out on this and said this is easy to prove as our conversations and emails are all recorded and documented and those calls and emails will prove her stating she advised us of this was in fact a lie. It appears from our experience and hundreds of thousands or others that lying and/or misrepresenting things this the model that employees are told to follow. The amount of class action lawsuits and other legal battles with Pulte has against them is astonishing. Pulte has a one star for here. That should tell you everything you need to know. Now we know why a few people have back out of their purchase. The company hired *** and are liable for his lies and misrepresentation of the companys products. From talking with others and the issues I feel there is more than enough for attorney general ************************* to investigate. This has happened in multiple other states and it wasnt favorable for ************************************************************************************************************

  Business Response

  Date: 02/22/2023

  Update form Area Construction Manager ************************* 2-17-23

• Initial Complaint

  Date:02/10/2023

  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.

  There are several issues,1) roof is leaking under roof tile 2) missing drawers and soft closing dove tail drawers 3) flooring-misaligned and/or incorrect LVP installation 4) door adjustment 5) cabinets scuffed during construction 6) patio holds water 7) gutters leak 8) no response from builder 9) insufficient attic insulation 10) kitchen granite counter top is cracked and not polished 11) stovetop misaligned and hits cabinets 12) heat pump not fully charged

  Business Response

  Date: 02/17/2023

  I am in receipt of your email regarding your concerns. 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. 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: 02/18/2023

   
  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:02/10/2023

  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.

  Pulte Homes,I reported a theft from a contractor and a follow-up service request on 2/3/23. I still have not received a call back from the service department seven days later. The service requested is to attempt to fix the floor, for a third time, and a broken door threshold that was improperly installed. The theft occurred on the second visit from the flooring contractor. The floor was damaged by another contractor that was installing a range hood after closing. The range hood was scheduled to be delivered three times. One delivery was damaged. Twice, a contractor showed up to install the range hood, expecting it to be in our possession, however the hoods were already delivered to another house. Our construction manager calls this, robbing ***** to pay ****. Overall, the service department does not respond in a timely manner and is difficult to work with. The theft is valued at over $500.

  Business Response

  Date: 02/13/2023

  As of 2/13/2023 Pulte has reached out to this homeowner to gather more information

• Initial Complaint

  Date:02/09/2023

  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.

  2 weeks ago we stepped into a buddle of water in our Master Closet which shares a wall with master bathroom. we called a plumber to find the leak and they lifted the Tub (which we have not used even once)& they saw that the Water was leaking from the Walk-In shower's wall and bottom of it thru the Bottom of the tub enclosure and thru the drywall into our Closet. After further investigation, by 2 different contractors they told us that the builder not only failed to waterproof the walls between the Shower to tub but they also have not put in a Shower Bladder under the shower floor that that is why the walls are leaking into each other. Worse yet, we have Black Mold under the shower floor, Across the entire Walls and tiles of the Tub enclosure and the wall of master closet! We called our HOA and we all contacted the DellWebb/Pulte who built this community and they pretty much hung up on us saying it's past their 5 yr warranty period. This was a model home and then a 2nd vacation home w/ little to no usage when we bought it so that's why this issue had not come up but contractors told us that it's CODE to put in a bladder under the shower floor to catch the water and also to silicone seal the grout to prevent such leaks which this builder failed to do. Now I have black mold issue, the bathroom needs to be gutted to get to the bottom of the shower to treat the mold and put in the Bladder and all the walls of the Tub enclosure have water damage and have to be replaced and the Mold needs to be treated.. pretty much an entire Bathroom remodel to fix this issue and its going to cost *** of $15-20K I am filing a complaint with Registrar of Contractors as well about this. We are breathing black mold and having major sinus, cold / flu symptoms now & with kids in the home, the inconvenience and health risk and expense is absolutely unacceptable for the simple negligence of this builder to install a $100 liner and quality of work to avoid such major issues

  Business Response

  Date: 02/15/2023

  Dear BBB,

  
  Thank you for forwarding the communication from the Shahna residence regarding their warranty concern.We do regret to inform you that we are unable to honor the request for a warranty repair, as was communicated to them on 2/2/2023.

  The close of escrow date on this home was 9/18/2009.  It is required to report construction defects within the warranty period. The home is outside of any further coverage, as our warranty covers defects on the home for 10 years from the close of escrow date.

  
  Pulte considers this matter closed.

  
  We appreciate you making us aware of this customer contact.  As you know, ********************** has long sought to maintain a high standing with the Better Business Bureau.  We hope that the customer's disagreement with our position does not change our standing with the BBB.

  
  Respectfully,
  ***************************
  Division Director of Customer Care
  *********************************************

• Initial Complaint

  Date:02/07/2023

  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 have Several repair that I have been trying to get handled since September 7th and still have not heard back from any representative. Is as they are waiting for the warranty to expire.

  Business Response

  Date: 02/15/2023

  The Pulte Sr. ******** **** Manager contacted the homeowner on 2/8/23. The ******** **** manager who was originally assigned to this home is no longer employed at Pulte. The new CCM will follow-up with the homeowner on 2/923. The homeowner also has Sr. **** contact information.

• Initial Complaint

  Date:02/07/2023

  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.

  Tile floor and bathroom repairs were incorrectly repaired. No satisfactory response from Pulte.

  Business Response

  Date: 02/22/2023

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

• Initial Complaint

  Date:02/05/2023

  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.

  We began working with Pulte Homes in August 2022. We chose a new build home as we put $10,000.00 ******* money down. We attempted to get finance by an outside lender that was not able to approve us. We then turned to Pulte Mortgage whom offered incentives and even a reduction in the price of the home. We were schedule to close on December 29, 2022. WE HAVE NEVER BEEN TOLD A REASON AS TO WHY WE HAVE NOT CLOSED!!! Pulte Mortgage continue to ask for DUPLICATE documents ie check stubs, bank statements, payoff letters etc. in an attempt to keep the $10,000. If they are not able to approve us just send us a denial letter and return the ******* money. They have stretched this thing out WITH NO EXPLANATION OR CLOSING IN SIGHT. THIS IS NOT GOOD BUSINESS! I have emailed and called, day-after-day, requesting for an approval or disapproval, so we can move on with our lives. I was told our loan has gone up the ladder to a VP, that was three weeks ago. We were referred to lender that works with loans that Pulte Mortgage can't get approve. THATS FINE Pulte needs to SEND US A LETTER STATING THAT YOU ARE NOT ABLE TO APPROVE US. Why refer us to another lender and continue to hold our money as leverage. Our loan processor dropped the loan with no explanation, and she no longer communicate with us THIS HAS BEEN A NIGHTMARE FOR US. PULTE HAS MADE OUR HOMEBUYING EXPERIENCE A DISASTER. We have given a 60 day notice to vacate our apartment 7-month lease, our adoption case of our daughter has been put on hold because we are not in a home with adequate space for her, we have 2 storage units that are over $1200.00 each month and Pulte is continuing to drag this process out. Pulte has "worn us out" but we are not ready to give up and walk away until we get our money back our next ste is to reach out to a real estate attorney. IT's SAD WE HAVE LOST THE LOVE FOR THE HOUSE. JUST GIVE US BACK OUR ******* MONEY.!!!!!!!!!!! People we talk to said this is insane.

  Business Response

  Date: 02/09/2023

  I am in receipt of your email regarding your concerns. I apologize for the frustration you all have experienced. I can assure you the team will work diligently to review this concern.
  
  I will be contacting the Northeast ** division leadership now regarding your concerns. The leadership team will evaluate and have the appropriate person follow up with you within 2 business days.
  
  For your convenience, please use the local Northeast FL team contact information below to address your home concerns.
  *******************************************
  **************

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pulte Homes sold ** a townhouse on November 11, 2020, for the price of about $620,00. From the moment we moved we have been having a nightmare. I have reached out to the Pulte Homes to have them fix the problems and windows that leak air into the house and cause a big difference of temperature through out the townhouse. I first reached out to Pulte Homes in January ****************************************************************** the main floor. As result of this, and me sitting down and freezing near the windows I realized that the windows were liking air into the house. Working from home and having to go see my doctor as my hands are feet were extremely cold and hurting. I realized the problem was the windows air that infiltrates through the windows. Pulte has been aware of the problem but says that the windows are fine, and they will not fix the problem. These windows are supposed to be energy efficient, and they do not to my believe meet that classification. I should not have to pay to replace windows in a brand-new townhouse that is leaking air through the windows in the first year of existence. There are about 24 windows and replacing them would be an expense an owner of a brand-new home should not have to make the home a livable space. The temperatures differences are drastic though out the house. In the main master bedroom is for the most part comfortable or too hot. In the other rooms are two cold and the differences in temperature are at least more than six degrees. For the last two years I have had been asking for Pulte Homes to fix the problem, replace the windows and do the right insulation to avoid the difference in temperatures in the townhouse. They have been avoiding fixing the problem. I tried to contact a lawyer and they wanted me to pay about $100,000 for their services. I am requesting that Pulte Homes replace the windows as the air infiltration in the home is causing the temperature differences through out the home.

  Business Response

  Date: 02/07/2023

  Respectfully we have thoroughly investigated Mr. and ******************* windows though the installer, supplier as well as a blower door test.  We have fully confirmed the windows are performing to specifications and require no further action by Pulte per our warranty coverages and tolerances.

   

  I have communicated back to Mr. and *************** so they understand our response to their request.

   

  From: *********************************
  Sent: Tuesday, February 7, 2023 12:33 PM
  To: ******************* || <*******************>; ********************* <******************>
  Subject: Pulte Follow-up (BBB claim) window request
  
  Good afternoon Mr. and ***************,
  
  I am following up on the BBB claim I received regarding your request to replace the windows in your home.  Respectfully we are confident from thorough investigation that your windows are performing to specification.  We would not be able to take action on this request.
  
  Warm Regards
  

   

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our house was purchased December 31st 2021 . The house was delivered to us incomplete and promised by Pulte that they would come the following week to complete the work. Since then nothing was fixed until recently. Our biggest problem is the floors. No one is contacting us to come and repair them. The tiles are very cheap and are turning yellow in certain areas of the house. The kitchen part of the tiles is extremely damaged from the minute we moved in and told us it falls under warranty but yet no response. We even brought a cleaning company to try and acid wash the tiles but it stayed the same. The floors currently look extremely dirty although they arent. We are taking matters into our own hands by removing the tiles because no one is coming back to us. We still havent even done our 1 year walk through. We are getting ignored and it is extremely frustrating. My husband got hurt doing the floors. We should have our floors fixed and repaired properly especially after all the money we spent in a brand new home.

  Business Response

  Date: 02/09/2023

  I am in receipt of your email regarding your concerns. 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 local West ******* team contact information below to address your home concerns.
  *********************************************
  **************

  Customer Answer

  Date: 02/09/2023

  If I understood correctly, someone will contact me within 2 days to adress the situation with floors. 

   

  Business Response

  Date: 02/09/2023

  Thank you for making me aware of the delay in communication.I am always happy to assist. I have reached out to the leadership team within your local division to contact you as soon as possible.  

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19336132
  
  I am rejecting this response because:
  
  They still have not resolved our issue. They are supposed to come visit our home to assess the floor damage on February 13,2023 or February 15, 2023
  
  Sincerely,

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

  Business Response

  Date: 02/12/2023

  A member of the Pulte Management team has spoken to the customer and has scheduled a visit to evaluate the customers concerns. In addition, our records show a Pulte employee performed a "Built to Last Checkpoint" on or before 11/14/22 complete with uploaded photos of several customer concerns that were discussed at the meeting. This "Built to Last Checkpoint" is a courtesy discussion/meeting that Pulte offers all customers in the final months of the 1-year warranty where we remind the customer of the expiring warranty and provide one last opportunity to report any warrantable concerns while still in the warranty period.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19336132
  
  I am rejecting this response because: nothing was solved during the visit. During the visit they told us that they would come up with a decision by Friday, February 17. We still have not received an answer.  We also sent them an email on Wednesday, February 15 with all the details of what we are asking for our floor repairs. 
  
  Sincerely,
  
  *******************************