Business Profile

Home Builders

Pulte Group

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Complaints

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

Customer Complaints Summary

558 total complaints in the last 3 years.
152 complaints closed in the last 12 months.

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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:11/17/2022
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.
Purchased a house from Pulte and closed on 08/30/2021. Noticed a pre-existing water leak next to the master shower tub that looked like it had been repaired from the builder with spackle to cover the damage on 10/21/2021. This caused water damage to the baseboards, wall, door ************* Reported this Pulte ************* and they sent a Field Manager by the name of *********************** out to inspect. He advised that due to labor and supply shortages, they couldn't have ****** plumbing out to repair the shower tub until 12/20/2021. During that time, I couldn't use my master shower until the issue was fixed so we were required to use our guest shower. On 12/20/2021 ****** showed up and decided they were going to replace the shower tub but this would require multiple workers, so this was rescheduled for 12/21/2021 to install the shower tub. ****** came out and replaced the shower tub and advised that when the tub was initially installed at time of building the house it was cracked and caulk was used to seal the leak, the caulk finally gave out and caused the shower tub to leak into the baseboards, wall, door frame and door. A contractor showed up on 11/14/2022 to finally repair the rest of the water damage and the wrong part was ordered so no work was complete and was not giving an estimate. It is now 11/17/2022 and the water damage on the baseboards, door frame and door is still not repaired. I continuously have to reach out to ************************************************ for an update and always get a run around as there are wrong parts ordered or the contractor is booked. I had reached out to ************************************************ on 11/16/2022 for an update and no one is answering the phones. I have no idea what else to do so hoping filing a complaint will help my case.
Business Response
Date: 11/27/2022
I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.

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

For your convenience, please use the local Arizona team contact information below to address your home concerns.
********************************************************
**************
Customer Answer
Date: 12/02/2022

Complaint: 18418045

I am rejecting this response because: the issue is still not fixed. Contractor just came out today 12/02/22 to replace the door/door frame and located mold behind it. Looks like Pulte is trying to cut corners and not check for mold that was from the water damage. This will further prolong the repair process because mold will need to be treated, and dry wall will need to be reinstalled. I am extremely disappointed in Pulte. My families health is now at risk because of Pulte's negligence.
Sincerely,

***************************
Business Response
Date: 01/12/2023
I have forwarded this communication to the Arizona 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 service.
Initial Complaint
Date:11/14/2022
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 been trying to get Pulte Group to complete repair items on our One Year Walkthrough since February 2022. I've been going back and forth with two Pulte managers and the general ************* team asking them for ETAs and to send people to provide inspection/repairs. For the past two weeks they have been outright ignoring my emails about this. The repairs I need done aren't small matters either. It's large basement issues, plumbing issues, home security issues (literally the screws to take off the door handle are facing outside), and the like. They've been willing to send paint and drywall people, but they aren't even giving me ETAs for any of the actual concerns I have. It shouldn't take 9 months to get a person out here to look at the basement, water cooler, and door for example. I am beyond frustration at this point. I feel like they're trying to weasle their way out of any repairs by letting so much time go by that they say, "Oh, it's out of warranty now."
Business Response
Date: 11/21/2022
Hello ******,
We sincerely apologize for any delay in getting your warranty repairs complete. It appears there was a change in your customer care manager and that is part of the delay. ************************* is currently assigned to your community and will see the repairs through to completion. Pulte is committed to our warranty guidelines, and we are committed to making sure ************ are complete and will not back away from any of our warranties. You can access our warranty book at any time online at the following web address: https://www.pulte.com/build/10-year-warranty. In addition, our local leadership team is always available if for some reason **** become unavailable, those individuals are ************************* (Division Manager of ************** **************************************** and ********************* (VP of Construction) ********************************************.
Thank you
Initial Complaint
Date:11/11/2022
Type:Customer Service 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 Group is acting in bad faith and attempting to steer me to purchase a home in one of their communities, Tohoqua, when we've expressed clearly that we can no longer afford the home we're in contract for and would like to continue business with Pulte in another of their communities, with a more affordable home. *************************** (Sales Manager) and *************************** (VP of Sales) are actively blocking me from canceling my contract with Tohoqua so we can start a new one at *********** and proceed with a home purchase. Once again, they are acting in bad faith and against the benefit of their own Company.
Business Response
Date: 11/22/2022
All levels of sales management have involved with Mr. **** over the last 30 days to ensure his needs and concerns are being met. Our attention to his issues has been consistent with how we would treat any buyer who raised similar concerns. At this point we believe this issue to be resolved.
Customer Answer
Date: 11/22/2022

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,

**** Agis *****
Initial Complaint
Date:11/08/2022
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.
Hi *****, I just spoke to ***** and he was at Irontree last Thursday and met with the landscaper. Please allow 2 weeks for the repairs to be made to the parkway. *************************** ******************* Division ************* Manager Direct ************** ************ ************************************************************************* To request warranty service, send email directly to *************************************** Above is email i recieved about returning my front boulevard back to original condition before pulte contractors damaged. It is dated 10/17 - today is the 8th and still no repair . I emailed her last week with no response .Want returned to original condition i paid my landscaper to do and was approved before pulte wrecked it.
Business Response
Date: 11/11/2022
This issue has been completed by our Land Team & ******************, the area has been put back to normal.
Respectfully,
*************************
Division Manager of Customer Care
Customer Answer
Date: 11/14/2022

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:11/06/2022
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.
Contracted on home **** ****** trace fall of 2021. Addresses 3313, ****, 3321, 3323, ************************* with builder. **** contracted within 2 weeks of my home. Pulte began sodding front and back yards of all surrounding homes other than **** due to drainage issues and homeowner complaints. I brought erosion issues to Pultes attn right after closing & they have inspected 4 times. They are refusing to sod my side yard because my closing date was prior to their decision to sod all yards, yet my home was contracted after the homes in which they took that action. They waited 3 months to address erosion caused by condensation drain from a/c unit. This washed seed away. They also fabricated about placing top soil over the **** surface. There was no too soil placed in my yard or at ****. I personally witnessed this at ****. No too soil did not allow seed to take root. It washes away. Pulte recommended aerating and seeding to fix the problem. I paid $220 for that and seed washes away. I want sod just like my neighbors received as my complaints date to closing on 5/31 and have been ongoing for 5+ months. Pulte treats neighbors in this development inconsistently. They are fabricating their claim that top soil was spread in the yard. They use dangerous non-biodegradable erosion guard which is bad for the environment. My demand is that Pulte side my side yards to avoid slippery and dangerous conditions and to improve drainage. I want the same treatment as my neighbors who contracted before and after me. Closing date has nothing to do with the expectation that a new home should have a viable yard. Thank you.
Business Response
Date: 11/11/2022
Good Evening,
We have apologized to ********************** on several occasions, and our corporate office has done the same despite everything being handled at the local level as normally corporate does not get involved in any local disputes. I have attached the Pulte warranty that came with the contract with ************************** home where it clearly states that landscaping is not covered past closing of the home. We apologize for his frustration here. We have explained the process that went into place with the spec change from an operating stance in the ************************ community that ********************** resides in. That spec change occurred months after the closing of his home. There were some severe drainage issues in the community for which we made the decision to add sod in those areas to alleviate the drainage issues. Those drainage issues unfortunately did not include *********************** We have explained to ********************** that Pulte would not be going to any other homeowners in the past 2 plus years to give those homeowners sod. We have denied other requests just like **************************, so Pulte is being fair and consistent despite ************************** claims. Prior to the spec change to fully sod yards, it was the responsibility of the homeowner to grow grass or add sod after closing which this is the time frame ************************** home falls in. Pulte does use the best builder grade available top **** for the clay **** area that we reside in *********. Once again, we apologize to ********************** but Pulte will not be meeting this demand by him. Please let us know if anything further is needed. Have a great weekend.

Regards,
*********************
Vice President of Construction Operations :: ********* Division
100 **************, Suite 100
*********, **. 37027
(Mobile) ************
Customer Answer
Date: 11/12/2022

Complaint: 18366123

I am rejecting this response because: it is a fabrication that top soil was placed over the ***** The yard was graded to **** and then was seeded and covered with non-biodegradable erosion netting. I witnessed this process at the home next door. There was no top soil placed in that yard. My home is having additional drainage issues since they sodded the yard at *********************** causing a ravine/drop off from that house into my side yard. It took over two months for them to install the dry well for my a/c condensation and during that time, the seed washed away. That area is still barren. There is still gravel in the back yard around the porch that the landscapers did not clean up during their first attempt and to this day, there is quite a lot of loose gravel that was left behind during their so called landscaping process.

Sincerely,

*********************************
Business Response
Date: 11/15/2022
Good Afternoon,
Thank you for the feedback. We are not here to fabricate anything to one of our homeowners. We have tried to explain the nature of the builder grade **** top soil mixture that is available to Pulte to use during the home construction process to **********************, but he is not accepting that still per his response below. ************* are what all homes we construct here in ********* are built on, and Pulte does the best we can with what we have available to work with. With no vegetation growing as we have discussed previously, the soil erodes which is when rock will begin to show especially the gravel rock around the patio for which we have to have there in order to pour the concrete. Over time, it will show and fall out from under the slab if the homeowner does not maintain grass growth. We hope these continued responses will put closure in this matter for all parties to move forward. Please let us know if any further communication is needed. Have a great week.

Regards,
*********************
Vice President of Construction Operations :: ********* Division
100 **************, Suite 100
*********, **. 37027
(Mobile) ************

Customer Answer
Date: 11/17/2022

Complaint: 18366123

I am rejecting this response because: there was gravel around the steps on the day I moved in. It was identified at the inspection that very day. Prior to closing! It took them months to clean some of it, while much of it remains In addition the lack of the dry well near the ** unit caused water from the evacuation pipe to wash away any seed that was in that location Again, that too was brought to Pultes attention before I closed and it took repeated requests and two months for them to finally put that dry well where it was supposed to be Pultes own representative (****) wrote in an email that was shared with Pultes home office that the spec change was partially due to complaints from customers They changed the specs for the homes that Pulte contracted on prior to mine, but are ignoring my request Ill put this to rest when Pulte provides 15 pieces of sod so that I can put that in the area washed away by the ** evacuation pipe where they delayed installation of the dry well after 3 reminders to them! This way I can correct some of the issues on that side of the home and place some on the other side where the sod they insured on the neighboring property is causing build up of water and continued irrigation issues They also need to clean up the gravel around the back porch which wasnt done completely the first time

I will install those 15 peaces of sod on my own Easy solution Eliminates additional costs for me and Pulte

Sincerely,

*********************************
Customer Answer
Date: 11/21/2022

Complaint: 18366123

I am rejecting this response because: there was gravel around the steps on the day I moved in. It was identified at the inspection that very day. Prior to closing! It took them months to clean some of it, while much of it remains In addition the lack of the dry well near the ** unit caused water from the evacuation pipe to wash away any seed that was in that location Again, that too was brought to Pultes attention before I closed and it took repeated requests and two months for them to finally put that dry well where it was supposed to be Pultes own representative (****) wrote in an email that was shared with Pultes home office that the spec change was partially due to complaints from customers They changed the specs for the homes that Pulte contracted on prior to mine, but are ignoring my request Ill put this to rest when Pulte provides 15 pieces of sod so that I can put that in the area washed away by the ** evacuation pipe where they delayed installation of the dry well after 3 reminders to them! This way I can correct some of the issues on that side of the home and place some on the other side where the sod they insured on the neighboring property is causing build up of water and continued irrigation issues They also need to clean up the gravel around the back porch which wasnt done completely the first time

I will install those 15 peaces of sod on my own Easy solution Eliminates additional costs for me and Pulte

Sincerely,

*********************************
Initial Complaint
Date:11/02/2022
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 am currently waiting on the completion of my home and the builder Pulte Homes located in ***********, ** has done nothing to keep my project on time. There has been several significant delays due to poor work quality and poor management. I have voiced my displeasure with the execution of the project with zero progression. No one should have to go through this and I hope this helps prevent future families from having to endure this.
Business Response
Date: 11/08/2022
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.
********************************************
**************
Customer Answer
Date: 11/09/2022

Complaint: 18351783

I am rejecting this response because this organization has not provided me with the reassurance that my concerns are being addressed. I have had several conversations with various members of the *********** office and nothing positive has resulted from the conversations. I am significantly concerned that other families within the *********** area are being treated in this same fashion. Which is extremely sad and disappointing. I have purchased several homes in the past and this is the worst experience I have ever had.

Sincerely,

**** ***
Business Response
Date: 11/09/2022
*********************** and the CM with PulteGroup spoke with Mr. *** and discussed his concerns with the build. ************ main concerns were delays in construction and quality of the build. Pulte is working diligently to complete the home in a timely manner while obtaining the upmost quality during the construction phase. The Construction manager will communicate progress to homeowner consistently to inform him of the status, delays or progress that has been made in the home.
Initial Complaint
Date:11/02/2022
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.
In March of 2022, we had our one year walk for warranty work. It is now November 2022 and I still have outstanding warranty work to be completed. While I left out a lot of the smaller issues that we could resolve ourselves, the majority of the issues that we did bring forth are still un resolved. We have a front porch that needs resurfaced, I've reached out to "customer care" and vendor to get it scheduled, no one has responded. We had our service walk replaced, the company that came took a PICKAXE to our grass. Not only did they kill a decent sized area of our grass, it's so bad and the sidewalk is so high you can see that bottom of the concrete pour. I reached out to ************* requesting the sod be replaced, I received no response. We are still waiting for an interior door "that has been ordered numerous time", a hall closet handle that seems to continuously get ignored when I remind them that it's not been ordered. We have a ******** that needs stained and replaced on our main stairs. The painter was waiting to stain the ******** so they could paint the door at the same time - of course they wanted to do all of this off site. Now all of the houses in our subdivision are near complete and there's no where off site they can take it to complete the work. You have to email the Columbus division 4 times before you get a response OR go above them. I'm so over emailing and sending pictures and fighting to get things fixed or replaced, that are already approved to be replaced, but no one can schedule anything or follow up with making sure these tasks are completed. We never even addressed our yard concerns because when customer care came out to do our walk through, it was winter. Their words were "let's wait until spring". When spring rolled around, I emailed to schedule the exterior walk and got no response. To say I'm disappointed is an understatement. I hate that I feel like this is the best way to get these issues resolved but somethings got to give.
Business Response
Date: 11/08/2022
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: 11/09/2022

Complaint: 18349969

I am rejecting this response because:

the work is not completed. At this rate, due to the nature of some of our work it wont be completed until spring. Its sad that we have to file formal complaints to get someone to fix our issues. I appreciate the attentiveness from the Columbus team when this was first issued. But in fact it should have never come down to this.

Sincerely,

*******************************
Business Response
Date: 11/16/2022
Hello,
Thank you for following up and thank you for taking the time to speak to me on 11/16/2022. I do sincerely apologize for the delays in getting your outstanding repairs completed. As we discussed stairs and pantry door are scheduled for repair on 11/18/2022. I have reached out to the painters and followed up with the trim vendor. I did ask them to address the door handle on the linen closet as well. I will be touching base with Show room floors about resurfacing the concrete porch and set a date for yard repairs in the spring. I am confident we will get these repairs across the finish line, and I will follow up with you each week until we have confirmed all repairs are final.

Thank you,
*************************
PulteGroup
Columbus Division
Initial Complaint
Date:10/27/2022
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 purchased our home new Nov 16,2012 from Pulte homes. A warranty of 10 yrs. on structure came with the house. Our house has an "English Style" basement, full view windows. I noticed black mold growing in the corner of 1 window. After several emails a Pulte Rep. ******************* inspected the problem. He pulled a piece of siding off the house "bump out" which sits on the deck above the basement & discovered a hole in the decking and a lack of deck flashing. The decking had been improperly installed. All deck boards are screwed tight to each other. Water had been seeping down behind the vinyl siding around the basement windows, which caused a failure of a large area of the house exterior sheathing. That in turn has caused black mold to grow inside.This was not visible, because all this water has been leaking behind the vinyl siding for years. He seemed to agree it was covered under the warranty, but after 3 weeks changed his mind & is stone ******* me. I have sited articles in the warranty, and asked for email addresses to his Boss, but he will not answer my requests. I sent an email to *******************, President. of NE Division and he won't answer my emails.The exterior sheathing is part of the framing members,(which could possibly be loaded with black mold as well). This is an easy fix for them, a big expense for us. This is covered under the 10 yr warranty. I had filed a formal complain on this issue on Sept. 1,2022 with a Pulte Rep. names ****** at 1:44pm @**************. ************** visited my house on Sept 15,2022. Our house was purchased Nov 16,2012.
Business Response
Date: 10/31/2022
Hello *****************, 10/24/2022

I am very sorry that it has taken this long to get back to you, but here is Pulte Homes/********* decision in regard to your issue.

After review of your issue, it has come to the conclusion that the leak that I inspected with your home is no longer covered under our exclusive 5-year water infiltration warranty that came with your home.
You closed on your home on 11/19/2012 which puts the age of the home at 9 years and 10 months. Our water infiltration warranty covers any water leaks for a period of 5 years from date of closing, youre almost 5 years past the warranty. This information can be found in the Pulte Homes/*************** **************** Warranty and Performance Standards documentation that you received when you first signed your purchase and sales agreement.

Five-year Coverage: The Builder warrants against various types of water infiltration and internal leaks, as specifically defined in the Performance Standards, for a period of five years after the closing date.
Under section 3: page 11. The Limited ********************************* Warranty relates only to Covered Defects, which are defined as defects in material and workmanship that are either part of the structure or are elements of the home as supplied by the Builder at the date of closing. The existence of a Covered Defect does not constitute a breach of this Limited Warranty; however, the Builder is obligated to repair or replace the item to conform to the Performance Standards within the 5-year water infiltration warranty. This is not an insurance policy, nor a maintenance agreement, but a definition of what the Homeowner has a right to expect in terms of warranties. This Limited Warranty is provided to the original purchaser of the home and to all subsequent owners who take title within the Limited Warranty period identified in the Performance Standards and use the home for their residence only.
You mention that the issue should be covered under the 10-year structural warranty, but however there was no issues with your home structurally when you first took ownership. You're saying that now there could be structural issues as a result of the water leak which would not be covered under the 10-year warranty because the issue is stemmed from a water leak and not solely the results of a structural issue. So, the 10-year structural warranty would not be a valid warranty claim because the issue is from a water leak which is no longer covered.

I am very sorry, but this leak is no longer covered under our five-year warranty due to laps in the warranty coverage.

Sincerely,

*******************
Division Manager of *************** New England **********************
*********************************************/*************** of N.E. LLC
Customer Answer
Date: 11/03/2022
Dear ******************,
I've attached photos above. I've tried twice to attach my response along with this phots, but it seems to be an error. I will send my response and explanation of these pictures in another email to follow.

Thank you,
*****************************
Business Response
Date: 11/09/2022
*****************,

Thank you for your email. As you know your home came with an exclusive warranty and part of that warranty covers any water infiltration leaks as well as internal leaks for a 5-year period from your close date. After speaking to **** and looking at the pictures that he took during your meeting as well as looking at the age and closing date 11/19/2012, It looks like your warranty for water infiltration has since laps in coverage by almost five years. You mention that the issue should be covered under the 10-year structural warranty. However, there was no issues with your home structurally when you first took ownership. Your comment about the water leak causing a structural defect would not be covered under the 10-year warranty because the issue is stemmed from a water leak and not solely the results of a structural issue. So, the 10-year structural warranty would not be a valid claim because the issue is from a water leak that is the ***** CAUSE" which is no longer covered "UNDER THE 5-YEAR WARRANTY".

This information can be found in the Pulte Homes/*************** **************** Warranty and Performance Standards documentation that you received when you first signed your purchase and sales agreement. I have provided the information below regarding the 5-year water leak warranty.

Five-year Coverage: The Builder warrants against various types of water infiltration and internal leaks, as specifically defined in the Performance Standards, for a period of five years after the closing date.
Under section 3: page 11. The Limited Warranty: ******************** Warranty relates only to Covered Defects, which are defined as defects in material and workmanship that are either part of the structure or are elements of the home as supplied by the Builder at the date of closing. The existence of a Covered Defect does not constitute a breach of this Limited Warranty; however, the Builder is obligated to repair or replace the item to conform to the Performance Standards. This is not an insurance policy, nor a maintenance agreement, but a definition of what the Homeowner has a right to expect in terms of warranties. This Limited Warranty is provided to the original purchaser of the home and to all subsequent owners who take title within the Limited Warranty period identified in the Performance Standards and use the home for their residence only.

***************** I am very sorry, but this leak is no longer covered under our five-year warranty due to the age of the home and now the warranty coverage has since laps.

Thank you,
******************;
Customer Answer
Date: 11/09/2022

Complaint: 18320695

I am rejecting this response because: Regarding my complaint against **** Builders. As Mr. ******** says in his statement: IT IS ALL ABOUT WORKMANSHI*. That is the issue, shoddy workmanship caused this problem. He finally admits it.
I have attached additional photos of the back deck. I removed a section of vinyl siding where the leak initiated. It clearly shows how sitting water rotted the decking and a hole was created. This process started the day the deck was completed by Pulte Sub-Contractors. It didn't start the day we signed the * & S. the first rain storm set the process in motion. ,************** and **************** keep sending me the same form letter with no plans off 'listening" to my complaint. We have come to an impasse. We can't come to a mutual resolution to this problem. I have contacted my ************** Company. They are sending out an independent adjuster who'll make a determination on what caused the failure of the *** sheathing I will get several estimates for repairs regarding the damage.The insurance company's ***************** will contact Pulte's Insurance Company. I it isn't resolved through that method,(which I am told will probably be resolved) we will seek litigation through the State Attorney General's Consumer Office.Pulte's building ***** could have resolved this entire matter, in a timely matter and a much less expensive process. They are responsive. I haven doubt.
Thank you
*****************************

Sincerely,

*****************************
Business Response
Date: 11/14/2022
Dear *****************,
You closed on your home on 11/19/2012. Your home came with an exclusive warranty and one of these warranties covers multiple forms of water infiltration and internal leaks. This warranty covers these forms of leaks for a period of 5-years from your close date which was 11/19/2012. At the time that you contacted us to put in a warranty claim for the leak that you described, your 5-year water infiltration warranty has since laps by all most five years since your close date. You have been denied warranty coverage because of these laps in warranty coverage that is no longer valid. If you had contacted us within the five-year water infiltration coverage period, then the warranty would have been still valid. Again, I am sorry that your claim has been denied but your water infiltration leak warranty is no longer covered.

Sincerely,
*******************
Division Manager of Customer Care
*********************************************/*************** of NE LLC
Customer Answer
Date: 11/14/2022

Complaint: 18320695

I am rejecting this response because: Pulte refuses to acknowledge that this was a "hidden" leak because of "shoddy" workmanship, as stated in the warranty. It took almost 10 yrs for this deck leak to infiltrate the *** sheathing on the basement exterior wall. An Independent Adjuster from my Insurance Company will inspect the site and make an unbiased opinion and submit his report to the Insurance Company. At that time a determination of fault will be issued. I have NO doubt that Pulte will be found responsible. ************** should realize that a warranty is only valid when they deliver a quality product, not when they are negligent selling a home with hidden major problems. I will contact the BBB when I receive my report from man insurance Company.

Sincerely,

*****************************
Initial Complaint
Date:10/20/2022
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.
Pulte Homes would not complete our new home in a timely manner. We were forced to closed on 12-30-21 but had to fight them to complete the house. They would issue work orders but no one would show up to complete the work. After 9 months of waiting we had to hire another contractor to complete the work that by contract they were supposed to do. The work in question was the acid cleaning and washing of the exterior brick. We have paid an independent contractor $1,175.00 to complete this work on 9-6-22 and submitted the invoice to Pulte for reimbursement within 30 working days but they have not paid us back. This is our 3rd Pulte home but this last building experience with them is something that I would never go through again. We are requesting that Pulte Homes pay us back the $1,175.00 that we paid the independent contractor to complete our home.
Business Response
Date: 10/28/2022
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:10/20/2022
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.
I purchased the property located at ******************************************************************* from Pulte on April 29th 2022. Little can I say about the disgusting tactics and amount of pressure Pulte staff imposed on me to close escrow so soon-- after I paid ******* money. I was required to pay $15000 dollars to begin with. When I was unhappy about the closing time, they informed me if I don't close the transaction, I will lose the $15000 dollars. I have records for everything. I closed the transaction and I paid in full for a house that has defects and hauls in the frame. We moved to the property at the beginning of June. History and documents would show we found rats in the house from the first week, despite we never leave property doors or garage open. I communicated with customer service so many very times. They eventually hired home Defense inspector then change the report the technician wrote. My experience is that their customer care unit are trained to brush off resident's concern. The "warranty" on the property just words but no action. To date we found 16 dead rats. My kids and wife vomit when they see the awful view of a dead rat. They do not eat. One day their representative came to my house and after I explained to him the disgusting rats issue and how my kids vomit every time they see dead rat in the house, the representative tells me he will talk with his VP. The pathetic note I received as directed by his VP basically says we will not fix it. Pulte staff hope people will just walk away after they paid their life time savings in a property with significant defect issues. Another issue is the ** air flow. 3 technicians came to the property 5 times and technicians confirm to us that ** design has issues. They report their findings to their back office and the management of their office and Pulte customer service massage the information and tell me "The ** unit is made to specification". This is when one of the room shows 85F while other areas shows 73F
Business Response
Date: 10/22/2022
BBB,
This home has been inspected multiple times in regard to the **** unit by installation vendor *************, upon inspection, all CFM readings met the required specifications for the system. This information was provided to the customer.
In regard to the mice (not rats) entering the home, pest control is not covered under the Pulte Homes Limited Warranty, however as a courtesy we have had vendor Home Team Pest inspect the home, a potential point of entry was found at the **** whip where it penetrates the stucco. We have agreed to repair the area. The other area noted was at the stem wall of the garage, weatherstripping was recommended by Home Team Pest, however weatherstripping installation around the garage door is not required by code & is not part of the standard installation. We recommended to the customer if they feel the need to have it installed, that would be a homeowner decision.
As mentioned above, pest control is not covered under warranty, however we will be more than happy to send out Home Team Pest to address any current pest concerns. Once this has been performed, any future pest control concerns will need to be addressed by the customer.
We have been accommodating & responsive to all service requests that have fallen under the warranty umbrella & will continue to do so.
Respectfully,
*************************
Division Manager of Customer Care
Customer Answer
Date: 10/23/2022

Complaint: 18250439

I am rejecting this response because:
None of the *** data readings were received by me. None. If so where are they? It is true the home AC was inspected 5 times. Technicians wrote notes concerning their findings and recommendations. Where are these notes? The only note I get is the warrant office write "*** are made to specifications" Nothing else. This is despite one room's temperature can be 85F while others 73F - that means to me one room does not have airflow at all. How could the central AC be working?
As for mice (not rats). No one buys a new house with point of entry to mice. This is structure defects and builder's responsibility. These were reported the first week when we moved to the house. The report is attached for how to fix two entry points by the Pest control Defense staff. Builder should fix these two points mentioned. These are builder's issues not home owner. Its easier to say "made to specification or up to code about one point not the other. When I signed up to purchase the house, nothing in the contract suggested "we will get mice but it is not builder's fault due to specifications" To date 16 dead mice and my kids are getting sick and vomit and getting weak as result of repeated issue of Mice (Not rats) which we did not create. The builder knows ***** there are hauls in the structure. They already ********* large haul in the frame of the house. They asked me to identify other hauls. Their agent saw another hall under the staircase but suggested "its not big enough for mice to get in". We continued to get mice. I was advised there is likely more hauls at corners of the house which is why we continue to find dead mice. I was informed best course of action is to remove the entire carpet and baseboard and seal corners. I would have thought the recommendations by Pest control home Defense will be fixed immediately. Instead you saw the response.

Sincerely,

*************************
Business Response
Date: 10/28/2022
Please advise that we have repeatedly asked the homeowner to hire his own exterminator company to inspect his home for mice and to advise on possible points of entry and to provide the builder with their report and pictures for our review. Pulte Homes, as a courtesy, has authorized a home pest defense company to inspect for possible points of entry and to advise the homeowner and the builder of their findings. This has been scheduled with the homeowner for Tuesday, November 1st between 10am - 12 noon.
In regards to the **** *** concerns: Pulte Homes ************* Manager will be meeting the **** contractor and ******************* at the home, along with ****************** via Zoom or telephone, to review the **** contractor's *** readings from the last inspection. The readings will be compared to the *** specifications for the system designed for the plan of the home. The appointment is set for Tuesday, November 1st at 11am.
Customer Answer
Date: 10/29/2022

Complaint: 18250439

I am rejecting this response because:
1. It is not for home owner who just paid $650,000.00 to hire contractor to locate point of entry of rodents a week after purchasing new home from one of the country largest home builder. The house should have been free from point of entry of rodents. Since my last response, my wife found 5 dead mice in the house within 48 hours period. Over 20 dead mice thus far. Wife and Children getting sick, vomit and have extreme difficulty. As mentioned earlier, an obvious point of entry were located by me. One of the entry points builder has fixed, the second builder thinks it is not big enough. Builder is responsible for defects in the frame of the house not the home owner. Builder arranged for inspection as specified in their response. Hopefully they locate point of entry of rodents and get it patched up.
With regards to AC, builder arranged to come over with AC technician as notified. What is important is not looking at CFM data. My wife and I do not understand the readings. What is important is to get cool air in the rooms where no cool air exist. What is important is the flow of cool air spread everywhere in the house. This is a new AC unit. Its a Central Air Condition unit designed to distribute air everywhere in the house. Hopefully they sort out the issues

Sincerely,

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

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