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

  2601 Stockton Hill Road Kingman, AZ 86401

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  PulteGroup Inc

  20147 W Lilac St Buckeye, AZ 85326-5117

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  PulteGroup Inc

  2508 E Alta Vista Rd Phoenix, AZ 85042-4691

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  PulteGroup Inc

  27183 N 71st Ln Peoria, AZ 85383-7374

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

• Initial Complaint

  Date:01/04/2023

  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.

  - We purchased a new construction home from Pulte - taking possession of the home at the end of March 2021 - Immediately after moving into our home we noticed the floors were very "squeaky" throughout the home which was an issue with subfloors not being property fastened down causing them to "flex" or move thus the squeaking -We addressed this with Pulte soon after taking possession of our home & were told to wait until our 11 month walk through which is the time in which they will take care of any issues that we have with the home - Our 11 month walk through was in February of 2022 - in the months that followed they did address squeaks that were under carpeted areas but said areas with squeaks under "solid surfaces" such as vinyl plank flooring would need to be scheduled out with a different group. I requested that they take up the **************** down the subfloor to ensure we do not have any future issues. Pulte said they would address it by removing the drywall on the ceiling of our basement & putting screws in from the underneath for flooring in which they could access from the basement. For flooring in areas in which they could not access from the basement they said they would have to take up the flooring where the squeaks are - They asked for us to be patient with getting this scheduled as they are very busy & given the labor shortage but assured us it would get taken care of - It has been over six months since that & we have not heard a word back - On 12/15/2022 I sent an email to our Pulte contact *************************** stating that we still have not heard anything and that at this point we feel they either don't have the ability to fix the issues or are simply hoping we would just give up & go away. Either way it does not sit well with us so we would like to come to a settlement (it should be noted they have people building homes but not to fix issues with existing homes. We received no response - I sent another email on January 2, 2023 again no response

  Business Response

  Date: 01/09/2023

  To Whom It May ************************************************ was contacted on 1/9/23 to review his concern of lack of follow up and floor squeaks that still exist from his Built to Last walk through. It was discussed that the local ************* representative would be contacting him today (1/9) or tomorrow (1/10/23) to set up a date and time to review the floors. Once reviewed, a game plan would be set with dates/times to make the necessary repairs. 

  Should there be any other questions/concerns please feel free to reach back out.

  Sincerely;

  Pulte Homes of ****

   

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into our new build home in May of 2022. Since then, our can lights and vanity light fixtures in our upper level have a constant light flicker. I have submitted repair requests, emails, and videos of this ongoing issue, and despite the guaranteed warranty, Pulte is not doing anything to repair this issue in a timely manner

  Business Response

  Date: 01/24/2023

  We are in the process of investigating the issue with multiple vendors.   Our ************* manager reached out to ***** via email on 1/9 stating this.  We will circle back as soon as we have direction.

• Initial Complaint

  Date:01/03/2023

  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.

  December 2022 I contacted Pulte for a warranty claim. My roof was leaking in at least four locations due to water being blown in through roof vents. This is the third year his has happened,Pulte response team reached out to let me know although the roof water intrusion issue is under warranty they would do nothing further as they do not address anything to do with weather related items. The recommendation was to upgrade the roof if we so choose.The problem appears to be due to insufficient insulation as well as improperly installed roof vents. The other issue is bird blocks were also designed into the roof causing rain to be **** into the attic through the vents.Pulte is refusing to look at the issue even though it is affecting many homes in the development. My opinion is this is a known design issue and if they inspect will have to acknowledge and stand by the warranty. Why would a company as reputable as this have local people refusing to research the issue after many, many complaints. It baffles me and would really like to see them do what is right.

  Business Response

  Date: 01/07/2023

  I have received a Service Request 1.5.2023 from the homeowner at ************************ regarding a Service Item: Roofing/Gutters 
  Have water intrusion from roof vents in at least four locations. Several gallons of water streamed through front bedroom ceiling around air vent. Water came through upstairs family area and onto piano. Water came through light and electrical socket in master bedroom closet. Water came through light switch in upstairs hall bathroom.

  This is being processed with our Roofing trade for evaluation. I have a tentative date for this Monday, 1/9/2023 and will have our ************* Manager verify Monday morning to confirm appt date. The roof evaluation is needed to understand the condition of the roof. Did the homeowner receive damages after a snowstorm recording 60mph winds for the Pacific Northwest. The service request description I have listed is a more detailed report with water intrusion inside the interior of the house. This will be part of the evaluation by a professional to validate a warrantable repair.  
  

  
  

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi , i purchased my 2nd Home , in ********************** ****** ** , (STONE WATER), when we went to design center , Torrey deal with us , we was very clear with her that our Fridge need to install inside not half outside , well what we saw in pictures we want that because in our first home our kitchen is perfect , when we did upgrades she didn't mentioned us that Fridge is bigger and it will half way come outside and visible , otherwise we will never upgrade fridge , our electronics came very late as well and near to closing time everything came , and during closing time even fridge was not installed , so we was not aware how it will look , after closing when they fixed my fridge its half way outside and i complained and *********************** **** and ******************* ***************************** i mentioned all of them and talked with them , ***************** told me you signed paper work so i told her what we saw in picture we signed that not what you gave us , so she told me we can't do anything , i asked so many times corporate number but didn't got from her as well , i talked Torrey as well and she knows she did mistake but off course truth no one tell , now i am stuck with that and no one is helping me , i want to know do i need to involve my lawyer to resolve this case or company will help me , we love pulti that's the reason we chose pulti , but i think because pulti have non professional staff i will think for future investment 100 times , Please let me know in this situation what i need to do , and in our bathroom so many tiles are chipped , like more then 20 things need to fixed which i already gave to warranty person but fridge situation they are not replying me , i want to talk to corporate person first before taking any action , and please send ******* some professional people what you have here those are waste and not helpful .

  Business Response

  Date: 01/06/2023

  The builder will not be taking any action regarding the request for the refrigerator reimbursement or exchange of the unit for a different model refrigerator. All documentations from design and subsequent change orders (signed by the customer) show that the correct refrigerator was installed in the residence at time of closing. The repair items identified post-closing will be addressed in a timely manner as outlined in the builder's limited warranty protection plan. 

• Initial Complaint

  Date:01/03/2023

  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.

  Pulte Homes built a new home for me in 2020 May.Since we moved into the house, there is one room that the windows were not installed properly.We alerted Pulte about this issue before our customary 1 year anniversary, so that it would be fixed with other issues.They did not fix the issue and insisted we were not closing the windows correctly.The issue has been there ever since.Nobody feels confortable sleeping in the room when it is cold or warm because the temperature of the room is also worse than that of the entire house.Recently during the sever winter storm, air was coming through the windows like they were open. All the other windows in the house were ok or manageable apart from this room with ice forming on the window glass.We contacted someone to have a look and were told the windows were not installed correctly and they need fixed correctly since that is the only wat to fix the issue.I have contacted Pulte but they say the house is out of warranty and they won't fix it.They asked me to show evidence i have brought this to their attention during the 1 year anniversary. I have sent them email communications showing the issue was brought up within the warranty period.They still insist they won't fix it since it is past warranty.They made me contact the original window installer for the home, but the company also say they won't fix it since it passed test and if they even come to inspect i will pay $150.00 before paying for any other costs to fix or replace the windows

  Business Response

  Date: 01/11/2023

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

  Customer Answer

  Date: 01/11/2023

   
  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:01/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home in November 2007. From ********************************************** the basement to include a crack that leaked. The home at the time, had a 10 year structural warranty. With that said, ************************* from Pulte, set up a repair of the crack and a company came out and epoxied the crack. They person from the company said the repair would last "forever". From that point, I had a few concerns about the repair(s) and emailed *****. Some of the emails were 2010, 2011, etc... In a later email, ***** communicated that if I had any concerns with the leaks or repairs in the future, to contact Pulte, and they would address it. The repaired crack has a slight leak to it. I have attempted to contact ***** and make contact with Pulte, with no luck. They guaranteed these repairs and I have an email thread from the conversations in reference these repairs. I would like them to address the previous issues and stand by their guarantee.

  Business Response

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/29/2022

  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 had roof problems for almost three years. When I can get someone to answer my calls or respond in anyway, ** told everything is fixed. Last night my bed was soaked from water coming from the ceiling. I believe it was coming out of the light fixture because the ceiling does not appear to be wet.Im in a one-story home. Ive been telling contractors and the warranty department I hear lots of loud noises from the roof when the wind blows strong. Im either ignored or told it has been taken care of. It is obvious it hasnt been taken care of.

  Business Response

  Date: 12/30/2022

  Good morning - The Pulte customer care manager and customer care coordinator are in contact regarding your concern.  ************** are aware of the issue and are going to perform the repairs as soon as it stops raining.  You can expect to be updated by our team.

   

  Regards,

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

  VP of Construction

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

  Customer Answer

  Date: 12/30/2022

  I will be waiting to see what gets done.  Mostly I have been ignored so that is why I took this step. After three years of my roof still having problems that aren't being addressed, I got frustrated.

  If they do the correct thing and get it accomplished correctly, I will be happy.

  That remains to be seen. I will let you know.

   

  Thank you.

  Business Response

  Date: 01/04/2023

  Roofing crew nailed down shingles on Monday, January 2nd and the framing crew confirmed they will inspect the attic on 1/5/22 to confirm there are no other areas that need repaired. 

  Customer Answer

  Date: 01/05/2023

  Thank you for your help with this. Unlike in the past, everyone has been very responsive to my problem.  I have had the roofer out and the framer.  I am getting reports that the framing does not have a problem.  Hopefully, they have done everything necessary to the roof.  I will, of course, monitor that to see if it is fixed and I am having a roofing inspector of my own come and do a follow up check.

  It seems as though there have been some changes in Pulte's organization and I am now getting professional responses from them.  Hopefully, that will continue.

  Thank you so much.

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

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,On Dec 22nd we were scheduling for a final walk though, but when we visited house is no were ready for final walk through there were alot of issues. We asked to fix them.. on 28th they reached out saying everything is done and when we visit its not the case and there are still alot of issues.. i am requesting them to be fixed but they are forcing me to close it tomorrow on 30th.. i am not understanding why am i being forced to close and why am i being misguided by saying everything is fixed when in reality that is not the case.. attached are only a few of them but there are still a lot more issues than what was specified.. I would need some help on this issue.

  Business Response

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/28/2022

  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 built a new home & closed 3/2022. We had a lot of warranty work for the 1st year due to poor workmanship. Our drywall needed a lot of attention. The large gathering room ceiling showed seams & the builder resurfaced it twice. The master bedroom middle wall seams and bathroom ceiling seams were filled. Our flex room ceiling showed seams and it was very off level. The ceiling was filled twice but it was still unacceptable. You can see a lumpy square around the light fixture in the evening, If you put a level on the ceiling it rocks back and forth! I asked our warranty rep what to do if we are not happy with the results. He said they would replace the ceiling. We accepted all of the drywall repairs except for the flex room. Drywall was ordered to replace the flex room ceiling. When the workers arrived on 11/09/2021 our reps supervisor stopped the work, site unseen. We dealt with the supervisor for months. He refused to fix the problem. He wanted to give us $250 to replace the light, we declined.l contacted the next person in ********* would not help us, My last contact was 9/26/2022. According to Pulte builders Our Commitment to Quality brochure is to exceed industry requirements, higher standards. They promise expert framing & a solid structure. The field manager inspection is advertised to ensure proper drywall installation to help create smooth walls, minimize cracks & nail pops. This is not the case with our home. We still have many nail pops happening and the off level ceiling is either poor workmanship or a structure defect. Neither Pulte managers offered a resolution or investigated enough to get to the root of the problem. We are unhappy with the baseboard trim too. Due to poor workmanship the corners have gaps & are filled with caulk for cover-up. During the 1 year warranty inspection I asked for some trim to be replaced but it was denied. Now it will be up to us to maintain caulk in the gaps. This is false advertisement for quality craftsmanship.

  Business Response

  Date: 01/03/2023

  We have respectfully communicated that the condition of the home, specific to drywall and the trim item as well as overall, meets or exceeds the terms of the warranty.

• Initial Complaint

  Date:12/28/2022

  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 townhome condo from Centex-***** in 2010. This was the biggest mistake I made. I can hear everything that my neighbor does. I can hear when their phone ring, when they talk as plain as day, as if we were in the same room. When they walk across the floor it vibrates through my body. Some nights I jump up thinking someone is on my home. I purchased my home in a program. I really can't begin to think where do I go from here. This construction is horrible. It's one thing to hear footstep. It's another when you know people's personal business. I don't feel safe in my own home. If I can hear them that means they can hear me. The worse part is most of this is taking place right above my bedroom. I really can't escape it. I can hear them all through my home. Nowhere to run to. Horrible life I'm living. I'm so depressed!

  Business Response

  Date: 12/29/2022

  This home was purchased March 3, 2010 - over 12 years ago.  As such,any warranties by the builder have expired. We would recommend the homeowner review the *** covenants and contact the management association in regards to any noise complaints.