Complaints

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

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  Pulte Group

  3350 Peachtree Rd NE STE 150 Atlanta, GA 30326-1424

• 

  CTX Mortgage Company

  2601 Stockton Hill Road Kingman, AZ 86401

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  CTX Mortgage Company

  4645 N. 12th Street #100 Phoenix, AZ 85014-4006

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  PulteGroup Inc

  20147 W Lilac St Buckeye, AZ 85326-5117

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  PulteGroup Inc

  21246 N 260th Ln Buckeye, AZ 85396-2065

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:09/12/2022

  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 have had to have Pulte contractors come out on more than one occasion due to our poured basement walls cracking and leaking water into our basement since closing on our home on 2/24/2017. Pulte's most recent repair is failing and leaking again. After reaching out to customer service for a service repair, I received an email back stating it is now out of warranty and we should contact someone else to come and repair it. This is unacceptable.

  Business Response

  Date: 09/16/2022

  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.
  *************
  ******************************************

• Initial Complaint

  Date:09/09/2022

  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.

  The counter top in the master/primary bathroom has a seam in the middle of the sink. It is unsightly, poor quality and unacceptable. The counter top is **** inches long. Pulte requires any counter tops longer than 96 inches they can have a seam and they can place it anywhere they like on the counter top. It's not due to this product or other products. They can be **** inches long and be in one piece. Pulte chooses to do it this way. It is unsightly, poor quality and unacceptable.

  Business Response

  Date: 09/15/2022

  We have spoke to homeowner and provided documentation from his design paper work that is signed and dated by homeowner that any counter top that exceeds 96" will require a seem. The countertop in the master bath is 98" therefore requires a seem.  We have explained to homeowner that we will not be able to replace the countertop without a seem.

• Initial Complaint

  Date:09/06/2022

  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.

  My sliding glass door was damaged during the build and not fixed before closing. After close I was advised to put a work order in since I was no longer in the construction phase. Its been **************************************************************************** sight from Pulte despite my efforts in email to *************************** in the customer care department.

  Business Response

  Date: 09/14/2022

  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:09/05/2022

  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 group built our home six years ago. Included with the purchase was a 10-year "workmanship" warranty. There is also a roof warranty but I don't know the length of that. About six weeks ago we discovered the roof is leaking into my son's room. I filed a warranty claim but they are refusing to honor it, blaming it on the ** company (that they hired). The ceiling in my son's room is severely damaged. A six-year old, well-built home should not have roof issues.

  Business Response

  Date: 09/09/2022

  I have attached a copy of the Pulte warranty ****************** received in his contract for his home.  The below email was sent to ****************** to hopefully clarify his complaint and to understand why he is out of warranty.  Pulte only gives a 1 year warranty for workmanship and not 10 years as ****************** alluded to in his complaint.  The roof is covered for the first 5 years of the home after closing of the home for which that is what ********************** request was for.  ********************** home closed on 8/26/2016.  This would put his home at just over 6 years old from time of closing.  This is why his request for service for his roof leak was denied as he is just over a year past his 5 year roof warranty from Pulte.  We apologize we could not be of further assistance in ********************** request.

   

  Good Morning ******************,
  
  Hope you are having a great week.  My name is ******************************  I run the ************************ for the Tennessee Division of Pulte.  It was brought to my attention this week that you have filed a complaint with the BBB based off of the denial of service due to your home being out of the 5 year roof leak warranty Pulte gives in the attached Pulte warranty for your reference.  In your complaint, you stated that that the warranty in your purchase was a 10 year workmanship warranty.  The workmanship warranty is for the 1st year.  You would then have a 2 year warranty on mechanicals(HVAC, Electrical, Plumbing), a 5 year roof warranty and other various water intrusions, and a 10 year structural warranty.  I looked up your home file and discovered your closing date 8/26/2016.  This would put your home at just over 6 years old.  This unfortunately does put you out of warranty for the 5 year roof leak warranty by 1 year as ******* had informed you in his email in response to your service request.  As ******* has previously stated to you in his email, Pulte will not be able to assist in this request for service no longer being covered under the Pulte warranty.  I apologize we could not be of further assistance in this request.  This would have to go to your homeowners insurance at this point.  Hope you have a great weekend.
  
  Regards

• Initial Complaint

  Date:09/02/2022

  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 purchase my home Sept 30, 2020. We have numerous complaint with Pulte. Some resolved but we continue to have issues foundation cracks and now cracks in the ceiling of the main floor. Pulte has sent someone out to fix one crack put they did not clean up and paint the wall. I have sent pictures and emailed customer services at least 10 times. ********************** (*****) came out saw majority of the issues we filed and some where addressed. Such as the front yard sinking and some foundation cracks (5). The front yard is sinking again, there is another crack perpendicular to the crack going from one side of the house to the other. They left drywall mud on the cabinets and never came back to clean up. There were items identified on the pre-move in walkthrough there are still not addressed, such as Dishwasher kick plate. They told us to go in another new build and take it from there. Water pressure is still low. After 3 months we start having issues with the breaker box and now they are saying it the manufacture's of the electrical box problem and the electrical company that does the installs do not warranty the work any more. Breakers are constantly going off. I have a email trail and now a person name *** is on the case but not helpful. Ask for me to send the same pictures I have sent in numerous time. They need to check their CRM application or ask *****.

  Business Response

  Date: 09/07/2022

  Good afternoon, 

  We have reached out to **************** to set up an in person meeting. We will update this portal once we have a resolution to the customer concerns.

  Sincerely, 

  Pulte Homes 

• Initial Complaint

  Date:08/31/2022

  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.

  Closed on new construction single family home 12/14. Have had 2 roof leaks in the past 2 years. Both beyond the 5 year warranty period. I have owned several homes prior to this one and never had roof leaks in any of them while owning them for decades. **********************s shoddy workmanship has cost me thousands of dollars. Failure of their subcontractor and their project management causes me financial harm and I will never recommend this builder nor buy another of their product. Mr. ********************** should be embarrassed, if he is still associated, and if not, get his name removed from this company.

  Business Response

  Date: 09/08/2022

  Good Day,

  Pulte spoke to **************** on September 6th, 2022 regarding his roof leak concerns. Given the age of the home and the roof leaks occurring beyond the five-year warranty threshold that ended on December 30th, 2019, the claim is not warrantable per Pulte's **************** Warranty. Request for reimbursement for third-party vendor work paid by the homeowner to address the roof leaks is denied as Pulte does not reimburse for work completed by outside vendors, however, this protocol is supplementary to the roof leaks falling outside of the warranty coverage timeframe. It was communicated to the homeowner that in the event of a warranty inquiry, reaching out to Pulte prior to hiring and paying a third-party vendor is a good action; even if the inquiry is not warrantable, Pulte may be able to provide information or resources that the homeowner may be able to utilize to address the condition of the home. Thank you for understanding that this claim is not warrantable nor reimbursable given age of the home and the time frame in which the roof concerns occurred. 

• Initial Complaint

  Date:08/29/2022

  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 closed on my new, 3-bathroom home in December 2019. In June 2021, the toilet in the master bathroom stopped flushing. In April 2022, I started having flushing issues with the toilet in the second bathroom. All three toilets are gravity-style Kohler toilets that are paired with air-pressured Flushmate tanks. Knowing that the home warranty had expired, I reached out to Flushmate to inquire about a replacement tank and mentioned that this was the second problem that I had with the Flushmate system. After Flushmate diagnosed the problem over the phone and had me submit videos of flushing the toilets, Flushmate advised me that their system is not designed to be used with Kohler gravity-style toilets. So I reached out to Pulte ************* (*****************************) and explained the problem. *** came over to look and told me that he had never seen a Kohler toilet paired with the Flushmate system. He said he would investigate and get back to me. After repeated follow-*** over the course of almost four months, I am convinced that *** is "blowing me off". I am not the only homeowner in this community with this same problem and same design. I think Pulte and/or its plumbing supplier at the time, One Stop Plumbing, knew or should have known that the toilets were paired incorrectly. And, that Pulte should be responsible for replacing the toilets in my home, and/or at a minimum, replace the Flushmate system with the compatible Kohler tanks.

  Business Response

  Date: 08/30/2022

  *******************************,

  Thank you for the email expressing your concern about a possible mismatch between the Kohler toilet and Flushmate system.  We apologize for the delay in finding a resolution to your concern.  We will investigate this in more detail with our current plumbing contractors and provide an answer to you no later than the *** on September 9, 2022. 

   

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17795269
  
  I am rejecting this response because: t

  If you read the response from the ************* representative,the current Plumbing company (********) has already indicated that they do not want to get involved. This error was made by the previous plumbing company.  The exact words from the ************* representative is that ******** cannot help.

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

  Business Response

  Date: 09/02/2022

  The Southeast ******* team is actively working through the homeowner's concerns. Communication between the homeowner and the Southeast ******* team is being conducted outside of the BBB portal. 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17795269
  
  I am rejecting this response because: I have heard nothing for over one month from the Pulte Southeast ******* ************* team!  That is why I filed a complaint.  

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

• Initial Complaint

  Date:08/27/2022

  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.

  Let me preface by this: Im 8 months pregnant doing my 1 year walkthrough a little early (2mnths) so I can get these issues of the Sagging ceiling and bowed siding fixed. Crurrently doing the 1 year walkthrough of my home and pointing out again (also pointed out to *************** and *****************) the entire ceiling downstairs with sagging beams. ****** told me to address at 1 year. You can literally see every single beam poking out through the ceiling. Ive been getting immense pushback as in oh if we fix it itll just be worse or just fix it when it starts to crack or my favorite one its probably bc you do a lot of walking upstairs.. ??????? Pulte hired the drywall contractor to come out and look at the ceiling. During which he said yes this was improperly installed it needs to be replaced. Then magically Pulte cousins remember who they sent out to my house so I had to wait another 2 weeks for another person an engineer to come out and look. He verified that he didnt think the issue is structural but cosmetically the gaps and waviness is so extreme the whole ceiling will have to be redone. And guess what? Pulte didnt like that answer either. So now the owner of the drywall company needs to come look again and verify that it needs to be replaced although two other Pulte appointed experts already said so.Same with the house siding. It was installed so tightly and incorrectly every single piece of siding is bowed and shifted. It literally looks like a funhouse slide on each side of my home. Pultes warranty Haydons response? thats normal. Pulte tries to make warrantable items seem like they wont repair them. I had to reach out to another warranty officer to get a siding person out through Pulte. Who said yes this is awful it must be redone and replaced. But! Of course Pulte didnt like that answer. The guy they send out to fix it was one guy with a nail gun who said I cant fix this needs replacing. So.. sending out a guy for a third time to look.

  Business Response

  Date: 09/02/2022

  *******************, senior customer care manager and ***********************, customer care manager met with the homeowner and representatives from our trades on 8/31/22 to discuss all items and work out a game plan.  Once we have procured the materials needed, we will be removing the siding to inspect.  We will look behind the house wrap and inspect the framing.  Once the framing is confirmed to be correct, we will replace the house wrap and siding.  Once this process is complete, we will return our focus inside the home.  We will replace areas of concern in the downstairs area as well as correct minor drywall issues and warrantable touchups.  Once drywall is complete, we will repaint the affected areas to fully resolve our homeowners concerns.

  Customer Answer

  Date: 09/02/2022

   
  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. Pulte did indeed meet with us to discuss our options. Disappointed that it took more than 4 meetings with different warranty admin to get thus resolved but we feel we are now going in the right direction. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/25/2022

  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.

  New home was closed on 1/26/2022. On 4/24 I reported a granite countertop crack in front of the stove. I was asked and confirmed it's not a man-made damage. On the next day, a work order was sent to the countertop company to come, evaluate and propose a solution. No one ever contacted me to set up an appointment. After 3 follow *** with the ********* customer care team, on 5/20 I was told the countertop company came to my home early in May and found it's not repairable. I was shocked because unless someone invaded my home, nobody had ever come. ******** care said she will contact them and find it out. I never heard anything back (whether there was a break in). The case then went to the management team for review. On 6/1, I was contacted by a customer care representative by phone saying Pulte agreed to do a courtesy repair but would need to contact the countertop company first. A 2-3 days wait time was given. After following up twice, on 6/14, I finally got an email reply saying she was still waiting for the countertop professional's reply about the feasibility. After another 4 follow ***, I was told they were still waiting for a reply, if I don't have patience, they could simply tell me it's not covered under warranty and they don't have to work on the case anymore. Another follow up and heard back on 6/28, the professional won't be available till mid-July to talk about the repair plan. From mid-July to today, I followed up four times and heard nothing back. Build manager addressed my case to the customer care team last week but nothing happened.

  Business Response

  Date: 09/09/2022

  This communication has been forwarded to the Pulte-********* 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:08/24/2022

  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 started our home search in early 2022. We where being relocated to the ***************, ** area for work. Part of the relocation package was closing cost for our future home. We had to close on a home with in the first year of employment which would be March 2023. When meeting with our sales consultant he stated estimated completion time would be Dec 2022-March 2023. We said perfect and continued with the purchase agreement. Fast forward to June when our design appointment was. We began our appointment and our design consultant stated prices have changed on the doors and wood trim. We stated that we where told the price was locked in. She stated that was not true. Fast forward a month or so and we brought that issue up with *****. He stated yes the prices where locked in. He was able to get the doors to the correct price with no problem. He stated he wasn't able to do the wood trim. I said I need to talk to a manager as that was not fair. Until I asked for a manager they where able to fix that issue. Fast forward to our preconstruction meeting. It was going good until the end of the call about the estimated completion of the home. He stated the new date was April 2023-July 2023. Blamed it on the ability to get concrete block. I would believe this if it was happening everywhere. Currently in the section of homes we live 18 homes have been constructed since after we signed our purchase agreement. Another builder, ******, has constructed over 20 homes in the same community that we are building in. When asked for our money back we where told they would keep it all. I feel we where extremely mislead on multiple occasions. We are just asking for our money back that we put down which is around $40,000.

  Business Response

  Date: 08/31/2022

  After discussion, the buyers have decided to stay on their current home site. We did offer them an inventory home next door at the same exact price at which they are purchasing their home. We also aggressively priced a larger home with a $102K discount and both options were declined. The primary point of contact for the buyers has been changed from ************************* to *************************. We will make every effort to manage their experience as well as possible now and going forward. 

  Customer Answer

  Date: 09/01/2022

  In referencing the original complaint we never complained about the price of the home.  The issue was the misleading that was done from Hampton Lakes about the completion time of our home.  We went to numerous communities including other Pulte communities and where told they could not have a home done by March 2023.  Hampton Lakes and our sales associate, *****, stated December 2022 - March 2023.  I have attached evidence that this is a practice that this community does.  In regards to the options they gave us.  The home next door would have made a loss of $8,000.  When you factor in the upgrades and the costs.  They drove up the price when you compared home to home.  The other home, that was bigger, we asked if we could have that home at the same price our current home was at.  We where told we would need to come up with another $40,000 to pay for that home.  We also talked to another Pulte community in ******* Ranch that had homes available. We asked for us to be transferred to that community but where told no.  We also did not choose one of the other homes Hampton Lakes offered because we where getting conflicting information.  When ***** talked to us last Thursday August 25, 2022 he stated the home should be ready by Jan/Feb 2023.  We stated why would we changed homes if it may not be ready.  We have been told by *****, ******* and our project manager different dates on homes. I also attached pictures of asking to speak to a manager.  We had to guess at her email as ***** would not give it to us.

  Business Response

  Date: 09/16/2022

  The Southwest ******* division has been in contact with this homeowner regarding their complaint. A mutual agreement has been reached with homeowner.

  Customer Answer

  Date: 09/16/2022

  I am not sure what this mutual agreement is that the southwest ******* team is referencing but there was not mutual agreement.  It was ******* stating you signed a contract and we are holding your money. This after multiple attempts to have them return our money after we have numerous amounts of proof that they misled the homeowner.  I am starting to feel we are being discriminated against because of our homosexual relationship. I say this because our friends (who signed one month before us at another Pulte community) just received all of there money back because of time line issues they had. The sales person and manager at there community (community in ******, **) released then of there contract and returned ALL of there money. Once again we are just asking for a refund so we can move into a home in a time line that we expected. 

  Business Response

  Date: 09/23/2022

  I have forwarded this communication to the Pulte-Southwest ******* 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.