Business Profile

Home Builders

Pulte Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Builders.

Complaints

This profile includes complaints for Pulte Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

555 total complaints in the last 3 years.
155 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/05/2023
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.
Housing quality is problematic. They refused to repair.Our carpet nails were not installed properly. Causes a large part of the nail to be outside. I hurt my feet when I walk. We have been troubled by this question many times. Complained many times to no avail. They eventually came to fix it once. But it didn't solve the problem. I got hurt again after repairing it. I asked for the floors to be resurfaced or replaced with wood floors.
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 Mid-Atlantic 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 Mid-************* contact information below to address your home concerns.
*********************************************
**************
Customer Answer
Date: 02/09/2023

Complaint: 19335581

I am rejecting this response because

Sincerely,

Te Sun
Business Response
Date: 02/09/2023
Please provide the details of your rejection.
Customer Answer
Date: 02/09/2023

Complaint: 19335581

I am rejecting this response because:
So far there is still no solution. Just promised to send someone to my house on the 14th to look at it.Sincerely,

Te Sun
Customer Answer
Date: 02/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
Te Sun
Business Response
Date: 02/21/2023
The Division Manager of ************* personally met the homeowner on 2/14, and put a action plan into place that was agreed upon with the homeowner. Pulte offered a date for service last week and are waiting for the customer to confirm so we can move forward with scheduling.
Initial Complaint
Date:02/02/2023
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.
Pulte Group wrongfully denied my request of October 17,2022, for warranty repair of a leak in my roof that was caused by a construction defect. The response from *******************, ************* Coordinator, said that "acts pf mature" such as hurricanes are excluded from the Pulte warranty. ************** made that assumption without any physical investigation of the cause of the leak. She provided the name of Pulte's contractor Crown Roofing. I then contracted with Crown to repair the leak at a cost of $1935.00. On December 21, 2022, upon repair completion, a Crown worker said the leak was caused by a construction defect. On January 6,2023, *************************, a licensed general contractor and home inspector, reviewed the photos provided by ***** and said the photos clearly showed evidence of a construction defect. He further stated that high winds could not have caused the membrane to tear, unless one or more tiles were blown off. The tiles remained intact. On January 10/, 2023, I emailed a request for reimbursement of the $1,935 to *******************************, Senior ************* Manager, ********************** -Southwest ******* Division, informing her of the statements by the Crown worker and the home inspector that concluded the leak was caused by a construction defect. ****************** replied on January 24 denying the request and stating: "It is not uncommon for plywood clips and nails to backout as a result of vibration caused by consistently high winds for several hours such as what we experienced during Hurricane ***." I replied to her in an email the same day pointing out that her response contradicted the conclusions of the Crown worker and the licensed home inspector. I reminded her that both sources said the leak was caused by a construction defect, and the inspector said that high winds could not have caused the membrane to tear. I have not received a response to that email.
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 Southwest ******* 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: 02/11/2023

Complaint: 18970202

I am rejecting this response because: The response from *******************************, ******************** Manager, ********************** - Southwest ******* Division, stated: ."************** is not a Licensed Roofing Contractor and his assessment of the situation is merely an opinion and not fact. Home inspectors in general are qualified to find areas in need of correction and make suggestions however, are not qualified to make determinations. " I disagree that a licensed home inspector is not qualified to determine roofing construction defects.

The response further stated "Crown roofing holds firm in their position; The root cause of the plywood clip becoming dislodged from its position was caused by the considerable high winds over an extended period of time. Additionally, Pulte stands firm in our decision to decline your request for reimbursement. " The Crown Roofing position contradicts the statement by the Crown worker who did the repair who stated that the tear in the membrane was a construction defect.

Sincerely,

*************************
Business Response
Date: 03/08/2023
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. Thank you.
Customer Answer
Date: 03/10/2023

Complaint: 18970202

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:02/02/2023
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 purchased a new home (**** Greenbriar Court) from Pulte Builders in (*************** Community) ****** ******* in August of 2022. At the time of the sale, there were several items that still needed to be completed. One of the items and biggest, was the grading around the house. There is a 12+ inch drop immediately off the concrete pad causing a risk of injury, there is also extremely poor grading all around the house causing water to pool, creating mud and attracting mosquitos and insects. We don't have clear and safe access to utilities such as water spicket, pool filter, AC compressor and pool heater without walking in 6-8 inches of mud. Additionally, because of the improper grading around the house, rain water does not properly drain from the lanai area through the drain trough. When I closed on the house the Pulte representatives indicated it was the rainy season and that we would have to wait until the water table went down so they could fix the problem. After numerous emails back and forth during the first several months after closing, I was finally told in December that the rainy season was over and the work would be completed. At this time, the Pulte representative I was dealing with has stopped responding to my emails. I attempted to call and email Pulte customer service and no one responds to my emails or voice messages left on their answering service. I'm just looking to have Pulte complete the work they promised and should have been done immediately, 6 months after closing is a longtime to be waiting.
Business Response
Date: 02/06/2023
The builder has conducted topographic grading evaluations and expects all necessary grading work to be conducted prior to 2/27/23. The customer has been apprised of this information and is understanding of forward actions by the builder.
Customer Answer
Date: 02/11/2023

Complaint: 18969948

I am rejecting this response because:
I have NOT received any written proof of a survey being completed. Additionally, I had someone check on the property and there is no stakes or marking indicating a survey was completed. It's unbelievable that after six months of no activity or communications from Pulte, a survey was COMPLETED, in a matter of 2 or 3 days after filing a complaint.

Sincerely,

***********************
Business Response
Date: 02/14/2023
The builder has decided to conduct another site survey that includes both sides of the residence. Initial survey was conducted for the left side of the residence (stakes placed) to notate grade elevation and pitch to the front of the lot line. The follow up survey will be conducted before end of day 2/16/23, in order to identify which areas, on both sides of the home, that *** need to be adjusted. Grading work will be initiated once the follow-up survey has been finished and reviewed. The homeowner has been apprised of this information via email on 2/14/23.
Initial Complaint
Date:02/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My biggest issue is that the backyard was not given the proper amount of top soil prior to placement of grass. This was confirmed by 2 multiple landscaping companies that were brought out to understand why my backyard was completely filled with mud and the grass would not take. I had a conversation with your team at the time when I filed a warranty claim and was advised that the landscaping company would come out to aerate and fertilize. Several months into that, it still did not take. I would point out that I spent considerable money out of my own pocket to refertilize, using different products to try and get our grass to take. If you look at our yard versus every yard around us, exposed to the same conditions and nobody has this issue. My ask was fair, meet me halfway and put more top soil down. I will take care of the grass seeding and everything else. This was denied. I now have a light switch that has literal air from outside blowing through it, and it was denied warranty service. I also have walls that beams were not spaced properly and are potentially out of code as reported by contractors unable to find a proper wall stud.
Business Response
Date: 02/03/2023
House was purchased 11/21/2021.
6/29/2022 Pulte seeded and fertilized the backyard. Instructed the homeowner to prevent the dogs from using the backyard while the new seed germinates to rebuild the lawn. Lawn maintenance is a homeowner responsibility and wanted to help our new homeowner with this maintenance expense. Landscaping is not part of our warranty.
The light switch with air flowing through it was evaluated yesterday, 2/2 and will follow up with the homeowner in a timely manner.
As all builders are required to have framing inspections this house is no exception.
Ten-year Coverage
The Builder warrants the construction of the home
will conform to the tolerances set forth in the
following Performance Standards for Structural
Elements for a period of ten years after the closing
date, subject to the limitations set forth below.
Structural Elements are footings, bearing walls,
beams, girders, trusses, rafters, bearing columns,
lintels, posts, structural fasteners, subfloors, and
roof sheathing. Floating slabs and partition walls
that do not carry any load other than their own
weight are not Structural Elements. A Structural
Element will not be deemed defective, and no
action will be required of the Builder, unless there
is actual physical damage that diminishes the
ability of the Structural Element to perform its
load-bearing function such that the home is unsafe
:

Customer Answer
Date: 02/07/2023

Complaint: 18967378

I am rejecting this response because:

animals were prevented from using backyard for bathroom for 4 months while utilizing additional fertilizer to help grass grow and take. There was not enough top soil used so there is nothing for grass to root into, this was called out several times. Pulte chooses to ignore that part where if there isnt enough topsoil, all the fertilizer in the world will not get grass to take. My ask was to split the work 50/50. Pulte provides the topsoil needed for grass to successfully root, and I will do seeding and everything else needed. This was denied.
if wall beams are out of state compliance, which is going to be inspected, Pulte would be liable for re-doing the work properly and to code. This is especially egregious as it was brought to the attention of the construction manager while still exposed and nothing was done, furthermore would point to negligence.

Sincerely,

*****************************
Business Response
Date: 02/10/2023
To follow up with light switch that has literal air from outside blowing through it.
I started by taking measurements of the temperature in the light switch, the wall and another outlet on that same wall. I made a control temp for what the wall should be by measuring the wall to the right, and also measuring the outlet below to verify any difference between the wall and the outlet vs switch. The initial wall reading was **** degrees and the lower outlet was ****. Photos attached.

I then took a measurement of the switch temperature which came out to **** degrees. Photo attached.

I took a leaf blower, set it outside and blew it directly at the siding area behind the switch, went back inside and it had no effect on the draft. No increase or decrease in air flow, which means the house wrap and siding are doing its job.

After I turned off the blower I went back to the switch, removed the face, turned off the breaker, removed the internal controls, verified there was no punch outs in the jbox that were punched out and could feel that the draft was coming from the below the jbox where there was a gap between drywall and box. I used Red Devil insulant foam (specifically safe for uses around electrical outlets) around the entire bottom sealing the area.

I put everything in the switch back together, turned the breaker back on and took more temperature readings. This time the wall read at **** degrees and the switch read at **** degrees. I placed my hand back around the switch and could no longer feel the draft. I then moved my face to the switch (face is more sensitive for feeling temperature than hands) and still could not feel any draft. Photos attached of after measurements.
We have completed all of the one-year warrantable repairs.
Customer Answer
Date: 02/17/2023

Complaint: 18967378

I am rejecting this response because: I disagree that your one year obligations have been met. Pulte accepted liability for the failed lawn when I filed the original warranty claim and was told that they would have the landscapers come back out and do mitigation to try and fix it, and we will revisit it at the one year **** to see how things are. I will not accept any resolution that does not address the backyard and it's inability to properly root because there was inadequate topsoil placed. Once again, any Pulte rep is welcome to come visit and explain how you can look at my backyard, and every yard within viewing distance has no issues whatsoever, but my backyard is a mud pit. It is clear to see that something was done wrong. All attempts by myself to fertilize, revitalize has failed, multiple companies have come out and stated the exact same thing which is that the grass will not take without additional topsoil because not enough was put down. Since Pulte accepted the claim originally and took action, Pulte recognized at that time that they have liability to the lawn as part of the overall home purchase. Now because it's not convenient for Pulte to do anything, suddenly they want nothing to do with it. I tried to meet Pulte in the middle by simply asking for a fresh and adequate layer of topsoil and I will handle seeding and everything from there. This was denied without true consideration given to the gravity of the problem. Since this was reported within the warranty claim period, and the exact same problem still presented itself, Pulte is responsible for resolution.

Sincerely,

*****************************
Business Response
Date: 02/22/2023
Pulte just completed the repairs for the cold air at the **box location and the floor squeak in the bathroom to complete all warrantable items. The lawn has been re seeded twice already. There will be no further action on the lawn.
Customer Answer
Date: 02/23/2023

Complaint: 18967378

I am rejecting this response because: The lawn was reseeded once by you on 6/24. **** care company has only been out once. Stating that it was done twice is a blatant lie and attached is the only work order completed. I have attempted to reseed the lawn on my own using my own funds and once again it didn't take due to inadequate top soil.

Sincerely,

*****************************
Business Response
Date: 03/02/2023
Per the Pacific Northwest Pulte division, "We just completed the repairs at ******************** SE for the cold air at the **box location, and floor squeak in the bathroom. These repairs complete all warrantable items. The homeowner acknowledged this work. Pulte has also reseeding the lawn twice in the past, and will be taking no further action on the landscaping in this case. The homeowner has been informed via phone call twice from the local leadership.
Customer Answer
Date: 03/06/2023

Complaint: 18967378

I am rejecting this response because:

with all due respect, I dont know how anybody is saying that it was re-seeded twice by Pulte. It wasnt, unless it was done again without my knowledge. When I initially reported the issue, the agreement was that it would be re-seeded and then we would re-visit at some point closer to the one year ***** When I did that, ** told that its being denied to do any work. I have acted in good faith this entire time. I have 1 work order for the original conversation showing re-seeding. Nothing more. I took it upon myself to further take other mediation actions to try and get the grass to take, with no luck. At this point is when I had multiple people come to look at the lawn and help determine why it was not growing. Every single company told me the same thing, lack of adequate top soil is preventing growth and grass strength and root health. The last conversation I had with leadership was a couple of months ago when I was told it was denied to do anything further about the grass. Beyond that, anybody saying that they had a conversation with me on the phone is a lie. Furthermore, i have surveillance that disputes any claim that it was re-seeded twice by your landscaping company. It simply was not done. It was done once, and I was forced to do everything else on my own. I am simply asking that Pulte stands by the property that I purchased from them. All my actions up to this point has been done in good faith that you would stand by the original agreement that we would revisit if grass did not improve. It simply hasnt and its disheartening to feel like people are being dishonest about work that was not done.

Sincerely,

*****************************
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 Pacific Northwest 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 Pacific Northwest team contact information below to address your home concerns.
********************************************
**************
Customer Answer
Date: 03/23/2023

Complaint: 18967378

I am rejecting this response because: as of today nobody has attempted to contact me nor returned the call I made to the number provided in the previous response.

Sincerely,

*****************************
Business Response
Date: 03/30/2023
This lawn has been evaluated by the local ************* team. The lawn has been addressed as a courtesy in the past (landscaping is not a warrantable item, per the warranty). The local team is denying any further reseeding of the lawn at this house. The homeowners complaint is an unfortunate result of maintenance for this property. There will be no further evaluation for this house per this request.
Customer Answer
Date: 03/30/2023

Complaint: 18967378

I am rejecting this response because: You cannot say this is not warrantable when you took the claim originally and we worked in good faith under the understanding that we would revisit if the fertilizing and other things did not take. Pulte took responsbility originally, and now, even though I was told that we would visit it again to take further action if it didn't work, you want nothing to do with it because you are no longer doing any work and building within the ********** development. The warranty claim was not denied at the time and you took action which translates to you knowing something wasn't right about it.

Sincerely,

*****************************
Initial Complaint
Date:01/31/2023
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 ask for help regarding my newly purchased home for ******* on September 9, 2022 at *************************. I have contacted the warranty department via email, text, and telephone at least 3 times a week in January and twice a week since closing in September. I have not received any help regarding what needs to be completed and/or fixed in my home. I have paid for these items and have not received them. I closed in good faith knowing that Pulte is a company that has made their **** in the housing ****et and trusted the people representing your company.Currently, I am sitting in my home with:8 holes in my ceiling for can lights that are missing the cans.I have holes in my sheetrock where the electrical had been wired that needs to be repaired and painted. I am missing an additional 10 can lights that still need to be installed.I am missing the 4 comfort height toilets. I have a stain on my new carpet that needs to be professional cleaned.I am frustrated with the fact that these issues have not been addressed. The new customer support manager, ***** has not returned my calls or texts. His voice mail has been full for two weeks. Your gacustomercare department will only forward my emails and does not offer to help in any other way.Again, I am asking for help rectifying these issues. I dont know who to turn too, so I figure maybe you can direct me toward who can help.
Business Response
Date: 02/10/2023
*********************** has been working with ************************ We have completed the work as promised. **** will continue working with *********************** for any ***************.
Initial Complaint
Date:01/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Closed on new construction 9/2022. Long list of issues. Outlets tripping, no trim, painting awful, ripped missing screens, doors not closing, basement with piles of left over used cement, toilet broken, faucet leaking. Handles not evenly attached. VERY slow to no response from customer service. Absolutely abysmal customer service.
Business Response
Date: 02/09/2023
I am in receipt of your email regarding your service experience. I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.

I will be contacting the *********** division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.

For your convenience, please use the local *********** team contact information below to address your home concerns.
********************************************
***************
Initial Complaint
Date:01/29/2023
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 home from Pulte/Centex in ************************* in December 2019. ***** communications are in the attached document. During the build, my private home inspector identified numerous issues, and his report was provided to the direct contact ********************* who claimed everything was addressed. Right before move in in Jun 2020, *****, my realtor, and myself did a ***** walk through at which point it was impossible to identify every issue or understand the extent of warranty coverage. After move-in, I received an email indicating warranty expectations for the following 12 months. It specified a 30-day walk thru, which did NOT occur, and an 11 month assessment. Most warranty items in the attached warranty document indicate 1 year warranty, but Pulte/Centex determined their procedure was to wait until 11 months or after to obtain a list of all defects from the homeowner via email. Repairs wouldn't be completed within that 1 year span, if addressed at all. The contractors did a poor job as indicated by the list of issues in my 11 month assessment, of which I had over 30, and with which I had to keep up with over 10 different contractors because *** warranty and Hamerka could not maintain a schedule or closed loop communication. Many times I informed these items were not warrantable after move in, which I couldn't identify prior to move it due to the rush. Finally, I communicated my concerns regarding negligence and faulty installation to ********************* and ************************* of the Pulte/Centex ******* team, who referred me back to **** or offered to "look" at my home in 2022 and 2023 to see if issues applied under warranty at that time. I request Pulte/Centex to complete projects that I reported during the warranty period, including replacing my entire water heater set up due to poor installation damaging its function, tightening and insulating poor plumbing that is causing severe water hammer that could lead to leaks and structural damage. This is not all inclusive.
Business Response
Date: 02/02/2023
We believe we have met and exceeded the terms of the warranty for this homeowner to date and have offered to meet to review anything that is covered under the written warranty at present.
Customer Answer
Date: 02/08/2023
Complaint: 18947044

I am rejecting this response because:

The water hammer issue is demarcated in the warranty period according to their own warranty document and has not been addressed completely. A water hammer arrestor was placed on the laundry washer as a "courtesy". This was not a courtesy, as it was clearly demarcated in the warranty. The issue clearly reported it also occurs with the dishwasher and random use of other faucets. This has not been resolved.

Also according to the warranty, the builder ignored evidence that other homes in the neighborhood did not have the Rheem water heater issues I have, evidence in photos and videos over various days and months. They ignored my request and did not consult the second neighborhood HVAC contractor Carolina *** to give a second opinion on my issue. They did not troubleshoot the water heater whatsoever, nor call Rheem as the manufacturer. Instead they changed changed the flue pipe in unnecessary ways, and after 10 visits, nothing improved. I called my own plumber from Roto Rooter on 2/2/2023, and he discovered the hot water heater continues to make excessive and long periods of noises with the flue pipe detached. He has never heard sounds like this in his 16 years of experience. The expansion tank was replaced, and again no improvement. It is the tank itself that is faulty, which could have happened at any point including when in the hands of the Pulte contractors before and at installation.

There is frequent flooding that compromises an entire length of lawn and adjacent concrete, which may suggest the French drain is not properly installed. This was appropriately reported within the warranty period. A few spots of sand were dropped on the area, which just washed away with the rain.

I have listed numerous issues in the previously attached document if things that should not be issues if a home is built in quality means as claimed by Pulte.

There have been numerous lawsuits against Pulte and its branches such as Centex and *************** for faulty construction work, negligence in hiring qualified workers, and failing to honor warranties. Listed here are some of those cases. In 2017, there was the Santa Fe Colored del Sol versus Centex lawsuit, in which the construction complaints mirror very closely to what is occuring in my Lakeshore housing development in Durham, a neighborhood built hastily during the ***** pandemic. In 2014 and 2016, ******* filed a lawsuit against Pulte. In 2015, ********** filed a lawsuit against Centex. In 2008, ******** filed a lawsuit against Pulte and was awarded a multimillion dollar settlement. In ****, an **** couple sued Centex. In 2012, ***** filed against Pulte. Consumer affairs reports 42 review with a 1.2 out of 5 rating for the same issues.
*********************************************************************************;
*************************************************************************************************************************;
******************************************************************************************************;

They will not send me a blueprint of my own property, so I have no reference as to where my plumbing and electrical is in my walls.

Beyond individual home issues, the neighborhood has not been developed by Pulte as indicated in agreements, and they are skirting these large scale responsibilities as well.

Ultimately, it is the builder's responsibility to construct suitable homes with standard of care. It is also responsible to manage how and when it schedules investigation of issues, repairs, and replacements for warranty items reported through the requested channels and within the boundaries of the builder's warranty documents. They have ignored these requirements for which they were paid. They should be responsible for compensatory and punitive damages that the I, the homeowner, have suffered.

Sincerely,

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

Business Response
Date: 02/10/2023
We maintain that we have met and exceeded the terms of the warranty for this homeowner to date and continue to be open to meeting to review anything that is covered under the written warranty at present.
Customer Answer
Date: 02/10/2023

Complaint: 18947044

I am rejecting this response because:
I will await the communication from the company to set a date with me and address every single item submitted under the warranty period that as stated before has not been addressed appropriately.
Sincerely,

*******************
Customer Answer
Date: 02/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*******************
Business Response
Date: 02/23/2023
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.
Initial Complaint
Date:01/26/2023
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.
1) Date of sales agreement: 4/18/2022 2) Date of initial closing on the new construction home: 12/30/2022 3) Date of delayed closing on the new construction home: 1/11/2023 4) The amount of money paid to Pulte Homes $40,000. 5) Pulte to provide brand new construction home. 6) The brand new construction home has many cut corners, very poor quality, and very unacceptable structural conditions as supported by the included pictures in 2 .zip files taken during 2 different walkthroughs. 7) Pulte kept sending emails and DocSign messages to close on the home despite all what we noticed during the 2 walkthroughs and ignoring what Pulte's construction manager, sales reps, and other managers acknowledged that the new home does not meet the closing standards. 8) Sales Agreement: ***** (attached). ====================================== Desired Resolution: 1) Refund of $40,000 paid as 2 deposits ($10,000 + $30,000) 2) Payment of interest on $40,000 since deposits were made. 3) payment of $559.47 for inspector report and initial storage fees in January, 2023.
Business Response
Date: 02/01/2023
Pulte management has walked the home and identified some areas of concern. These areas have been addressed and we stand behind the quality of our product. If there are additional items/issues that are in question we are more than willing to meet on site and address these as needed. We are more than willing to work directly with our customer to insure all concerns are addressed in a timely manner.
Customer Answer
Date: 02/01/2023

Complaint: 18904969

I am rejecting this response because:
We were patient and understanding that the building process takes time, and the schedule can be slipped. The builder decided the closing date of December 30, 2022, and offered a walkthrough on December 29, 2022 at which time all deficiencies were shown to the construction manager who asked for extension to January 11, 2023, for a second walkthrough. At the second walkthrough all deficiencies shown initially during the first walkthrough were there without any fixings.The pictures taken at both days speak for themselves, a very poor quality and disregard to that fact that this is a brand-new home.
********************, the sales manager at ***** Homes (Group) has kindly called me on 1/23/2023 at ~ 2:00pm and tried to persuade me to accept the home and I explained again why we will not accept it. He offered to make the credit of $40,000 towards buying a new home from ***** for up to 6 or 8 months. I appreciated his offer but declined to accept it based on our solid impression supported by the evidence that ***** has vigorously cut corners and failed to produce a new home as we all know how it should be.
******************** also asked me to call him back if I have any other idea. So, I called him on January 25 also at ~ 2:0pm and left him a voice message that he never returned.
My proposal at this time is 2 folds:
To refund the $10,000 that was overpaid as the sales agreement clearly states the initial deposit of $30,000 but I paid $10,000 then $30,000 for a total of $40,000.
In order to avoid going to arbitration and to settle this case I am willing to share half of the $30,000 and forfeit $15,000.

So, a refund of $10,000 + $15,000 will be satisfactory for me as a fair settlement.
In the event that this does not seem fair to ***** group, I will also accept settling by carrying 50% of the total amount,i.e. I will settle for refund of only $20,000 and forfeit $20,000.
Sincerely,
*************************
*************
Business Response
Date: 03/08/2023
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. Thank you.
Initial Complaint
Date:01/25/2023
Type:Product 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 12/23 at 07:30 when I am leaving for work I walk out thru my garage and find there is a leak in the ceiling. *he night before we had dripped all the faucets due to cold weather. I call the Pulte office and there is no answer. I get to work call again and there is not answer by this time it has been at least an hour. I have a puddle in my garage and I call again speak with a lady that insists that my issue is due to a busted pipe and that it is not covered, I try to explain that it is not but she insists. I end up having to call a plumbing company who comes out to look at it and tells me it is coming from the upstairs shower (which I have not used but maybe twice in 1 year since it is the guest bathroom) and that the cause is a t drain that was not sealed correctly. the * drain has to be replaced and it cost me 710 dollars. they have to cut the sheetrock in the garage ceiling and the sheetrock behind the bathroom tub area, the wood got wet and that still has not been looked at. I reached out again to pulte to let them know and after finally listening to me the lady said I should file a repair ticket and send the pictures and paperwork and she would have the manager look at it. A month later the manager sends me an email saying he cannot reimburse me because the price I was charged was inflated and I did not give them a chance to come out, he also says that as a courtesy he is willing to come out and patch up the sheetrock? *he warranty for plumbing is 2 years I have been in the home 14 months. *hey did not seal the pipe, they did not check when they did the inspection it was finished out like that and now they do not want to pay or fix what wasn't done in the first place. If I am unable to get a resolution I will have no choice but to file a lawsuit I will also be involving the VA as this was secured with a VA loan. I need to be reimbursed and need to have someone come and inspect the wood and if it is fine then they need to replace the sheetrock and paint it.
Business Response
Date: 01/27/2023
1/27/23 - I was able to investigate the information ************* provided us regarding her claim for reimbursement and I spoke with her this morning to advise that we would be processing her request for reimbursement for the plumbing repair and we would schedule our mold remediation company to evaluate prior to repairing the drywall. Those appointments will be scheduled in the coming days.
Initial Complaint
Date:01/24/2023
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.
Closed on a new construction house in June 2022. Used own private third party home inspector and found multiple issues with home that needed attention. Moved in September 2022 after living in the home for a few months notice other issues and contacted Pulte/American West sales consultant ***** "*****" ****, of Southbrook regarding to issues along with Builder construction manager "*****" and with multiple others in their division until ******************* a senior customer care manager personnel to review my concerned items that needed to replace and fix but have not gotten back as of this date today January 24, 2023 when **** himself replied via email that i would hear back as soon as 1.13.23. I feel betrayed and lied to buy a home company. Felt forced to sign closing documents to the home and promised everything would be corrected in a timely matter. Till this day i have missing front, and rear coach lights. Yet to receive my correct garage door, the current one was used to just meet their closing requirements and was agreed upon on to be replaced with windows and painted along with repaiting the entire fron door due to poor workmanship. The rear sliding doors is scratched before closing, is to be replaced per *****. Trims, need filing and painting. 1st flr shower tiles started cracking/separating. I have all documents, photos and videos as references.
Business Response
Date: 02/08/2023
CCM ******************* & FM ***** are working to get items scheduled. Coach lights were on back order and have been ordered and were to be delivered this week for electrician to have installed. As for the garage door, the ************ has been installed. Per the paperwork there is no glass at the top. I was advised by ******************* homeowner doesn't live here full time. When **** met with **********, he wouldnt let him in the home when they met. He said everythings in the email, just do it all from there. I have left a voicemail to follow up with homeowner so we can make sure we can schedule work and have access to the house for repairs needed.
Customer Answer
Date: 02/08/2023

Complaint: 18892706

I am rejecting this response because:
Statements made are all false. Each time i ask for an update i would be told items are ordered and a follow up will be made. up until this day, i still did not receive any notification via email, or phone call with someone scheduling an appointment to have issues corrected. Each time the response would be the person is no longer with the company. the garage door is INCORRECT. Diagram shows it is supposed to be with windows, ***** even acknowledged along with "*****" sales person at pulte american west office when we went to choose the home materials that the wrong door is placed just to have the home to close in time. ***** and ***** is fully aware the incorrect door was used because it was my very first complaint to them when i did the electrical walk through with *****. Paperwork is enclosed in this documentation by brain it will need to be replaced back to what i have ordered for building the house. I live here full time. I did not let **** in that day because he was an hour late to meet me. meeting was scheduled at 9am, even have email asking him not to be late as i have procedures to do because i have canceled my appointment at 8am to meet with ****. He asked to look at the yard i said nothing there to see. Please stop making false claims and do the right thing to get all the issues resolved. I filed the complaint after i was told once again from **** that i would here back from him no later than 1.13.23. waited another week and still no response from anyone from pulte. ***** and months have gone by.

Sincerely,

*****************
Business Response
Date: 03/08/2023
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. Thank you.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Pulte Group is NOT a BBB Accredited Business.