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

560 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:08/02/2022
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.
I am the owner of a home built by Pulte. I have a problem with a window, which is under warranty. I filed a Service Request on July 9, 2022 and got a confirmation email from Pulte the same day. The email said they would respond in 24 to 48 hours, but I have heard nothing. I am asking the BBB to help resolve this inaction.My home is in ********************: **************************************************************************.
Business Response
Date: 08/03/2022
************* Coordinator responded to ** that the window is outside the 2 year warranty but gave the ** a vendor to reach out to so he can take care of this issue himself.
Customer Answer
Date: 08/03/2022

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. Within 24 hours of filing my complaint to the BBB, the Pulte ************* Representative contacted me, and I am completely satisfied with the response. Thank you.

Sincerely,

*********************
Initial Complaint
Date:08/02/2022
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.
Closed on our home in *************** in February 2022. Discovered shortly thereafter that our basement floor in the unfinished portion was absolutely filthy. We contacted Pulte twice to come clean the floor of the dirt and grime and both times they gave a canned response that the floor was "power washed" prior to closing. I attempted to clean the floors now, once with a mop and then with the power washer. You can just see from the pictures how thick the floor is with dirt. There is also evidence a power wash was never done as there was construction debris under my stairs when we closed. The only way the floor could have been power washed would be if Pulte had removed the debris, washed the floor, then put the debris back in its place instead of in the dumpster. Everything else has been a great experience with Pulte but getting them to come finish cleaning the basement floor has been absolutely migraine-inducing.
Business Response
Date: 08/03/2022
The ************* Manager will be reaching out to the Homeowner to schedule a time to have the basement cleaned.
Initial Complaint
Date:08/02/2022
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.
Our home was built in 2017 by Pulte homes. We purchased in 2021. Immediately we had water in our basement and sought resolution. They sent a contractor to our home who told us it was our sump pump back up plug, WRONG. We continued to have water. We called two plumbing companies out who looked in our drainage system with a camera and tested our sump pump. They found NO issues or reasons for the water. Pulte is REFUSING to come back and look at our property and suggested we hire ANOTHER plumbing company to dig up the entire perimeter of our house. Pulte's home warranty includes 5 year basement coverage and they are refusing to live up to this warranty.
Business Response
Date: 08/24/2022
Good afternoon,
When this home was sold to the original homeowner(s) in 2017, it included a two year limited warranty on the operation of specific mechanical systems, including the sump pump. In August of 2021, we responded to a report of water intrusion in the basement and after various troubleshooting measures determined the sump pump was not operating due to a non-operational dual float controller (photo of their home's component attached). As the mechanical warranty had expired in 2019, we advised the new homeowner to replace the faulty dual float controller (or enlist a plumber to do so), and to consider investing in a battery backup for the sump pump, and to refrain from plugging their small freezer back into the outlet dedicated to the sump pump operation. We also explained that when the sump pump is not operational, the most common place to see water appear is where the wall and floor meet, as was the case at this home. We have asked the homeowner to verify whether or not they complied with these measures but we have not received a definitive response yet, as they have instead indicated that there was no sump pump issue, but per our own site visit this is inaccurate. We are awaiting further information from the homeowner, as there is no remaining warranty which would apply to their sump pump operation. Please let me know if further information is needed or if we can be of further assistance.
***************************
Pulte Homes of ****
Senior ************* Manager: *********
***********************************************
*************

Warranty & Emergency Contact Information
Email: ***********************************************************
Normal Business Hours M-F 8AM-4PM ::************
After Business Hours :: ************

Home Care Guide Tips:  https://www.pulte.com/my-pulte-account/owners-entry/home-care-guides
Seasonal Home Maintenance Checklist:  http://www.pulte.com/ownersentry/seasonal maintenance.aspx
Warranty Information:  https://www.pulte.com/build/10-year-warranty#fullwarrantydetails
Customer Answer
Date: 08/24/2022

Complaint: 17657222

I am rejecting this response because: The issue is NOT the sump pump. We have had Two professional plumbers out who have both verified that are some pump is in good working condition and our drain pipes are not blocked! NO water is even getting to the sump pump to be pumped out, as you can see in the picture it is DRY!! Pulte sent out a customer service rep and has never had a professional look at our basement. Pulte is refusing to take responsibility on locating the cause of the water in our basement. Instead they suggested that we as a homeowners continue to pay more out of our pocket to figure out the cause.

Sincerely,

***************************
Business Response
Date: 09/07/2022
Good morning and thank you for the opportunity to provide further information. We have sent the below information to the homeowner, offering as a courtesy to have the perimeter drainage lines which direct water to the sump pump crock inspected for any blockage, obstruction, or settlement. There was a two year limited warranty regarding these scenarios, so if found, their remedy will not be covered by Pulte but it will either confirm or disprove the homeowner's contractor's new hypothesis that water is not entering the sump pump crock (noting that this was not the case at the time of our personnel's site visit last summer). Please see content below:
From: ***************************
Sent: Wednesday, September 7, 2022 10:25 AM
To: ***************** <********************>
Subject: (BG 22) RE: Home repair/warranty

Good morning,

Thank you for the additional information. There is still a concern that the sump pump dual float controller was verified by our personnel that it was not operating and was inhibiting your sump pumps operation as of the time of her inspection, and you are indicating that no corrective measures have been taken regarding that component since that time,unless I have misunderstood you. As a reminder, once she disconnected that component and plugged the sump pump in directly, it immediately started pumping the water out of the sump pump crock.

The capped white pipe coming out of the floor is typically a cleanout access point. Are you referring to that pipe, or to the one running up and down the full length of the basement wall? Please let me know.

Regarding your contractors assessment that water is not making its way to the sump pump crock, that was not the case when our personnel was onsite, as outlined above. There was a two year limited warranty regarding construction-related clogs or defects in the piping that comprises the perimeter drainage system that feeds into the sump pump crock. As a one time courtesy, we can arrange for *********** to inspect and camera those lines to determine whether they are obstructed. If they are clogged, or damaged from settlement over time or any other factor, that will not be covered by warranty, but would then determine definitely whether or not your contractors assessment was correct.

Please let me know if youd like to proceed with *********** inspecting the lines.

Thank you,

***************************
Pulte Homes of ****
Senior ************* Manager: *********
***********************************************
*************

Warranty & Emergency Contact Information
Email: ***********************************************************
Normal Business Hours M-F 8AM-4PM ::************
After Business Hours :: ************

Home Care Guide Tips:  https://www.pulte.com/my-pulte-account/owners-entry/home-care-guides
Seasonal Home Maintenance Checklist:  http://www.pulte.com/ownersentry/seasonal maintenance.aspx
Warranty Information:  https://www.pulte.com/build/10-year-warranty#fullwarrantydetails

From: ***************** <********************>
Sent: Wednesday, September 7, 2022 7:15 AM
To: *************************** <******************************************************>
Subject: Home repair/warranty

External Sender
Good morning,

I had another expert come out to the home. He states that there is no issue with the sump pump, and that the issue is that water is not even being allowed to reach the sump pump. He believes that this is the result of either lack of or improper installation of interior piping at the footer of the house. He cannot be sure without opening up the floor. He quoted just under $6K for work and install/replacement of new piping. Again, this is not an issue with the sump pump, but an issue with what is occurring under the home,and the fact that water is not even reaching the sump pump.

Please advise what you would like to do next.

Also, I have attached a picture of a pipe he and I are unsure about. He says he cant tell where it comes from or what its sending into the floor drain. If you have that information, please let me know. If not,please get me in contact with someone who does.

Thanks,
***
Customer Answer
Date: 09/07/2022
We will wait to approve the response until we actually see action from Pulte. They have been full of false promises. We have already had a camera placed in the pipes by a different company and they were clear / undamaged. Pulte is looking for any way to have our water issue not be their issue.
Business Response
Date: 09/16/2022
I have forwarded this communication to the ********* 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:08/01/2022
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.
My biggest concern is the owners suite shower and how it is not what I paid for and not what I wanted after my very specific explanations to Pulte. Since the start I've expressed how disappointed I was in the shower and *** communicated my concerns and documented them along the way.I was very clear to *********************** when I was told I would be allowed to make a change, for a lot of money, in regards to exactly what I wanted in the shower. It seems as though his personal dislike for me personally may have clouded his judgement and he did not provide the information we spoke about to the building team. Due to this lack of communication I am now not getting the shower I am paying $10k extra for. I specifically asked for a extra shower head with a separate control valve. I wanted to be able to control the on/off and temperature functions of the rain shower head. All of this proof is provided below in text ******************** this was not possible I would have deleted the shower which I was given the option to do & gone with the traditional shower for free. This shower was $8,500 for just the shower upgrade, not including the extra charge for tile & the shower head & control which making this shower I dont want or like a $10k shower. Its not as though this is a new concern Ive been reaching out to my sales person for months about the fact that the device in place to control the shower is not a separate valve & would not work but was continually told just wait. Now as we approach closing Im being told I never asked for separate controls. I have text messages from two plus months ago voicing my concerns before tile went in that this was going to be incorrect & they needed to fix this before tile went in - Ive been saying exactly what I wanted this entire time, no one wanted to listen.This is not the shower I wanted and I want my money back for it.
Business Response
Date: 08/05/2022
We have been in communication with this buyer. The home (master shower) is built per signed documentation, per contract.
Customer Answer
Date: 08/05/2022

Complaint: 17656125

I am rejecting this response because:
That change order does not state anything about specifics of what I would be receiving and the document with the pricing broken down was never shared with me until today - Im sure I didnt see that document because I was told I was being done a favor by getting it for the $1,900 when the document you shared clearly shows the option cost $1,152 before the $300 + 50% markup. If you would have put in what I had actually asked for it would have probably cost what I paid for it. Furthermore none of the documents nor conversations have specifics of what was being installed, show me one that was shared with me that says it was the **** installed in the house. There are however MANY emails and texts starting from the time of installation this is not what I requested. That being the first time I was able to see what was being actually installed.

******* told me he would tell me exactly what was being done as he was given the information and never did.

I was told what I was getting was control(s) and shower head. Which is what I specifically told ******** wanted. What does control(s) mean will be the question because what I specially said was where the issue lies.
I want to resolve this before we close and to save everyone the headaches because this has been nothing but headaches. But if this cant be resolved with the ample amounts of proof I have between me and you then we will move forward after closing to resolve this. I should be happy with the home I purchased after everything Ive gone through at least once this is done I should be able to be happy with the aftermath but its not what I asked or paid for and if you cant see thats unprofessional and unfair to me the buyer thats unfortunate.

Sincerely,

*********************
Business Response
Date: 08/15/2022
The master shower in this home is built per the signed documentation/contract.
Customer Answer
Date: 08/16/2022

Complaint: 17656125

I am rejecting this response because: no contract shows this being the way the shower is built. Please show me a contract signed by me that states this is the exact way the shower is supposed to be built. I want proof these in writing with these exact controls with my signature. I was never given documents per the sales associate as promised what was going to be installed. I will be requesting arbitration as we cant seem to agree to a kind solution here.

Sincerely,

*********************
Business Response
Date: 09/01/2022
We have provided the *** that was part of the contract for the master shower, all documentation has been shared with the customer.
Initial Complaint
Date:07/31/2022
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 closed on a new construction home on 1/24/2022. We paid $1,0120,000. There were multiple items listed on the final walkthrough that were to be completed before closing. They locked the house over the weekend prior to the closing on Monday. Many issues are unresolved. There are multiple quality and safety issues that have come to light since closing. There was a major electrical wiring issue that caused damage to both AC units. Both units have already had to be repaired multiple times. The back door is having to be replaced, but in order to do so the exterior brick has to be removed! The drywall had to be refinished is several rooms in the house. There were 17 issues identified within one week of us moving in. We were told by Pulte that they would have to be listed as warranty items. It has been over 6 months and most of the initially identified issues remain unresolved. There was a water leak under the property identified near closing. They dug a hole in my front yard and have not repaired it. We keep being told they are working on it, but nothing is happening. They did not grade/drain the property correctly causing significant flooding in the back yard. The roadways are graded in such a way that every time it rains, large pools of water, mud, and construction debris gather on my lower driveway and cover my front sidewalk. We cannot keep our driveway or sidewalks clean due to the continuous mud blocking our entry. The dirt then gets tracked into our garage and entryways. It also makes it impossible to keep our vehicles clean. There are many other specifics items of concern but there are too many to list. Multiple other homeowners are having similar issues. We cannot get honest or definitive answers from the company as to what is going to be done to permanently resolve these issues. We have friends who have built in multiple other communities with multiple other builders and none have experienced issues similar to the difficulties we are facing.
Business Response
Date: 08/05/2022
Mr. and ******************* have unfortunately had issues arise with their home as they have stated in their complaint. Pulte obviously does not want any of our homeowners to have to deal with any issues post closing of the home, but we are working and trying to get these items resolved for Mr. and *******************. We do have them scheduled to correct the back door, and the proper way to get this corrected is to remove the brick to ensure proper flashing is installed to avoid future issues with the back door. This is the proper repair needed. The ********* ************* Manager, *************************, is doing everything he can with the labor shortages and supply chain issues we are still experiencing in ********* to correct remaining open items they have. *** has reached out to ******************* to set up a time for *** and *****************************, Division Manager of *************, to go out to discuss these remaining items to try to get anything expedited where possible. Additionally, it was noted on the repair in front yard to water meter. We are hoping to get the sod replaced finally now that temperatures have cooled off for the sod to survive. *** is trying to get this completed next week. The ********* house is at the bottom of the street where it then goes back uphill, so they are essentially in a bowl where the streets are not topped off yet for water to properly make it to the street drains. The Construction Manager for the ****************** has added measures to the street to try to divert the water into the drains as best as we can. They are also trying to clean streets more frequently for the homeowners to get rid of any dirt and inconvenience. As we continue to complete the remaining houses to eliminate dirt and get closer to adding final top coat, this issue should continue to improve for the ********* home. I am very sorry for this issue, and we are doing everything we possibly can until the streets receive final top coat. As stated in the beginning, Pulte does not want any of our homeowners to have these issues with their homes. *** and ****** will work hard to turn around Mr. and *********************** experience with Pulte and make it a positive experience.

*****************************
Division Manager of *************/Resource Planning Manager :: ********* Division
DIRECT :: **************
100 **************, Suite 100
*********, ** 37027
********************************************************
Customer Answer
Date: 08/09/2022
There are a significant number of other issues. My wife has a detailed 17 page document that I do not have on hand. I would like to be able to submit the entire document when I get a chance. I should be able to get it tomorrow.
Business Response
Date: 08/10/2022
Good Morning,
************************* and I have been in contact with Mr. and ******************* this week. We have not seen this 17 page document yet for which we would assume is an inspection report done by a local home inspector. We will review this report once shared with *** and I and correct what is deemed incorrect and warrantable under the Pulte warranty in addition to the already in process items. Per our last email communication from ****************** this morning, 8/10/2022, we are awaiting some dates for us to all meet at their home. Once we have this meeting to view this information, we will try our best to give definitive dates to get items resolved. We look forward to hearing back from ****************** to get these issues resolved and change their experience for their home.

Regards
*****************************
Resource Planning Manager :: ********* Division
DIRECT :: **************
100 **************, Suite 100
*********, ** 37027
********************************************************
Initial Complaint
Date:07/30/2022
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.
My wife and I were in contact with sales personal to purchase a home within the *************** 55+ community in **************., *******. Because our last home we had in ******, ** was too far south from the ****** downtown and shopping, 35 min away, we specifically requested something closer to the downtown ****** from **************. Since ************** is advertised with a ****** address, we were told the distance to the downtown ****** was the same. Unfortunately that distance was not the same and was 45+ minutes in total. This was incorrect and false information that we based our trip form ************** to ******* on. Another problem was that *************** did not mention or is there anywhere listed that the lot prices are separate from the advertised base rprice of the house. The only upgraded prices we knew about involved the interior of the house for the individual upgrades. With our budget of $450,000, this hidden lot fee price of $30,000 - $40,000 would have immediately put us over our budget before we even started the inside upgrades. Again, had we know this information of the lot price, we would not of traveled from **************. We are requesting that *************** refund us our travel, hotel, and rental car expenses, etc., for giving us false and misleading information for a trip that was unnecessary as it was too far from the ****** downtown; as well as unaffordable due to the unadvertised lot prices not included with the base price of the house. Hotel, airfare, and rental car = $1800, and dinner, dog sitter, and gas =$365, for a total = $2065. We expect management will take the appropriate action, and refund us out money .
Business Response
Date: 08/08/2022
Complaint received. There will be no refund for expenses incurred to shop for homes in the area. We certainly wish this experience would have turned out differently.
Regards,
***********************
National Director of Customer Care
****************************************************************************
Customer Answer
Date: 08/10/2022
We accept the ***************/Pulte Homes decision not to refund us. Please let them know that instead of buying their home, we went with another builder to purchase our home.
***** and *****************************
Business Response
Date: 08/12/2022
Customers spent 2+ hours with our Sales Consultant, ******, on their visit touring the community and pricing homes.
The Feldmans were so delighted with their experience that they hugged ****** at the end of the tour
Our Sales Consultant, ******, provided a quote on lot #*** Celebration and The Feldmans were ready to move forward knowing the full price of the home. See email snip attached.
When our General Sales Manager, *******, spoke with ******* (the customer) she mentioned that she and ***** did extensive research before coming to ******************************. She said she researched the area, etc.
******* mentioned having a place in ****** and being familiar with the area.
******* mentioned that she thought it was misleading for a Builder to not include lot premiums in the pricing. Our GSM, *******, told her it was standard practice for most builders in ** to price homes as base price + lot premium + options.

Email exchange between ***************************** and ****** (Sales Consultant): attached..
Initial Complaint
Date:07/29/2022
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.
We moved into our new home May 25, 2021. After a several months we noticed in our walk-in master shower grout was becoming discolored. We reported this to customer service office. After many appointments missed the manager for the company showed up. He was never given the work orders in the first place. He took pictures and sent the information to Pulte. We did not hear from anyone until June 2022 when he returned to our house. He knew right away he had been to our house. His first remarks to me was is a certain person here? I told him I had no idea who he was. He then sent another e-mail to Pulte to let them know what he needs to be done. We now have been told that this person said it was normal wear and tear. Not after 3 months. We have asked Pulte to see his report and they refuse. Either come and replace the grout or compensate the money it will cost to have us replace it. ********************************************* ***************************************
Business Response
Date: 09/14/2022
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: 09/14/2022

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:07/28/2022
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.
On March 24, 2022 I signed my papers for my new home at *************** Anthem in ******************** in ******** Arizona. On March 29, 2022 I did the walk through to receive my keys. It was at the walk through I discovered that Pulte home substituted my cooktop for an inferior product. I paid roughly $3000 to upgrade all of my kitchen appliances to KitchenAid. However, what I received is KitchenAid oven, microwave, dishwasher, hood and then a Frigidaire cooktop. They never communicated this change for my approval or presented options. They told me they have the right to substitute any product, even though I paid extra for this upgrade. I didnt pay for a potpourri of kitchen appliances. I specifically paid for a KITCHENAID upgrade package and did not get what I paid for. When I spoke to ***********************, VP if Sales he told me they wont do anything about it because in their eyes they gave me what I paid for. In my eyes, this is a whole bait and switch. ****** said the cooktop was no longer available, however I was able to find it at Best Buy and ***** and sent him the link. His words to me great now you can buy it, install it and sell the other to recoup some of your money. I refuse to pay for this twice, I paid Pulte Homes for a KitchenAid cooktop and received an inferior Frigidaire product from them. They will attest that it is not inferior, but it is, as Frigidaire is not an elite brand, but KitchenAid is an elite brand. My entire buying experience with Pulte has been pretty awful, but to not get something that I paid extra for ($3k) is completely unethical. I have spoken to customer service ******************* in the Arizona customer service office) my ******************** manager (*********************) and VP of Sales *********************** who have said they will do nothing. This is a complete ripoff. Its like paying for a ******** and getting the keys to a **** ******. I would either like them to install the KitchenAid cooktop I paid for or refund me my appliance upgrade money.
Business Response
Date: 08/05/2022
This communication has been forwarded to the Pulte 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.

Have a good day.
Customer Answer
Date: 08/05/2022

Complaint: 17639295

I am rejecting this response because: I have already spoken to the Arizona customer service **********************. They said they wont do anything about it, so I am stuck in this big cycle of being put off by Pulte Homes. Bottom line is that I purchased a very specific product (KitchenAid cooktop) and Pulte switched it without any notification or communication to me and stuck me with an inferior product from Frigidaire. I very specifically ordered and paid extra to have all KitchenAid appliances. They do not have the right to switch my anything that I paid extra for, but they have told me they do have that right. If I got the standard appliance package, that would be fine, but I paid $3500 more to upgrade ALL of my appliances to KitchenAid. Then, the way they sprung it on me at my walk through for keys after I signed, paid all my closing costs, etc. was so super deceptive . It was even the last room in the house that they did the walk through with me, and the cooktop was the last thing they showed me. They knew what they were doing and it was completely deceptive and a total ripoff! They need to replace the cooktop with a new Glass KitchenAid cooktop, or refund me the upgrade money. I will not continue to be abused by their customer ******************* My last communication with them, when they said they wouldnt do anything about it, I told them I will see them in court And if I do that, I will walk through my house and photograph all the imperfections and shoddy workmanship for that court appearance

Sincerely,

***************************
Business Response
Date: 08/09/2022
Dear BBB,

Thank you for forwarding the response from *************************** regarding the cooktop installed in her home. The Frigidaire cooktop that was installed is equivalent in function, size, appearance to the KitchenAid Cooktop originally selected. It is still considered an upgraded appliance and is sold by certain retailers at a higher price than the KitchenAid cooktop.

Pulte was unable to obtain the ******************* Cooktop due to supply chain issues (which have affected all builders and U.S. citizens). Per the Home Purchase Agreement signed by ******** and Pulte, Pulte was within its contractual right to substitute the KitchenAid cooktop with a cooktop of equivalent quality. Pulte did so with the Frigidaire cooktop and has communicated this to ***************************.

Pulte considers this matter closed.

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

Respectfully,
***************************
Customer Answer
Date: 08/10/2022

Complaint: 17639295

I am rejecting this response because:
Pulte Homes is lying. I have no paperwork that shows I agreed to Pulte Homes changing any of my upgraded appliances without my consent. I would like to see a copy of what they say I signed, because if I did sign anything like that, it was completely misrepresented by Pulte. I would NEVER agree to letting them substitute anything in my home without prior authorization that I paid extra for. I spent $25k to upgrade my flooring, would they have just picked any old thing for that too? They need to watch this disclosure theyre talking about because when you pay extra for upgrades, you should get what you pay for. I can understand if they subbed out standard appliances, but upgrades are unacceptable. Pulte Homes installed an inferior product in my home of a Frigidaire cooktop without my consent. Frigidaire is not an upgraded appliance in any way in comparison to KitchenAid, which is a premier appliance brand. I was able to send a link to *********************** with where they could purchase the KitchenAid cooktop I agreed to purchase and paid for. He chose to ignore that and claims they couldnt get my cooktop because of supply chain shortages. Maybe if they didnt build all the spec houses first and push my closing back 4-5 months (which cost me thousands of dollars) they would have had my cooktop that they possibly installed in a spec home. Theyll deny that too, Im sure. Pulte has a lot of really unhappy customers out here due to their sloppy work and horrible customer service practices. There is even a group that wants to do a class action against them. The BBB should definitely reconsider their high rating, as the general population in my community has had alot of problems with their brand new homes. I cant even believe they are allowed to rip off customers the way they do. Nobody buys and pays for upgraded appliances in a new home to allow a builder to change them to whatever they want to change it to with a mix and match of different appliance brands. I expected to get a beautiful KitchenAid appliance package (because that is what I paid for, that was what was represented to me, that is what was on all of my upgrades agreements /documentation.) Not ever, would I have ever agreed to this garbage they installed in my house! Pulte pulled bait and switch, said I signed authorization for it, and took my money. They are liars! This matter is not closed (as Pulte claims) until Pulte either replaces my cooktop with the appropriate KitchenAid cooktop or gives me my upgrade money back. I dont know why they are obstinate about giving me what I paid for. I have a right to that! I paid for it! I do not want this garbage they installed in my house and will fight them to the end on it!

Sincerely,

***************************
Business Response
Date: 09/16/2022
Dear BBB,

Thank you for forwarding the response from *************************** regarding the cooktop installed in her home. The Frigidaire cooktop that was installed is equivalent in function, size, appearance to the KitchenAid Cooktop originally selected. It is still considered an upgraded appliance and is sold by certain retailers at a higher price than the KitchenAid cooktop.

Pulte was unable to obtain the ******************* Cooktop due to supply chain issues (which have affected all builders and U.S. citizens). Per the Home Purchase Agreement signed by ******** and Pulte, Pulte was within its contractual right to substitute the KitchenAid cooktop with a cooktop of equivalent quality. Pulte did so with the Frigidaire cooktop and has communicated this to ****************************

Pulte considers this matter closed.

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

Respectfully,

***************************
Division Director of Customer Care
*********************************************
Initial Complaint
Date:07/28/2022
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.
On Friday July 22 our AC went out. I called ******** Services and they stated they would have someone out in 2 weeks. I was not going to go 2 weeks without AC so, I called another company to come out and help me diagnose the issue in case it was something simple. The other company saw the breaker had been tripped, so he helped me reset the breaker and he indicated that loose wiring could cause the system to pull more power than required so he tightened the screws.In the mean time I was able to get the ******** Service escalated via calling them out on ******** However, when the technician came out for services on Monday, he didn't really do any diagnostics or anything to ensure that the system was working according to parameters.On Tuesday evening, our breaker kept tripping on the unit, so I am emailed ******** Services again. I kept the unit off during the night. On Wednesday, I received zero acknowledgement of the email I sent Tuesday. And on Wednesday evening, the thermostat completely loses power.It is now Thursday morning and I call Pulte ******** Services again to get service and now they are telling me my warranty is invalid due to having another tech tighten some wires.How is this doing right by the customer? Forcing them to wait weeks for service so they feel pressured into fixing their items to get their warranty invalidated. I am so disappointed and hurt that we spent hundreds of thousands of dollars on a home and be treated like this.
Business Response
Date: 08/05/2022
This communication has been forwarded to the Pulte 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.

Have a good day.
Initial Complaint
Date:07/27/2022
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.
I live in a house built in 2013 by Pulte. The foundation is cracking and results in cracking of my tile, bricks, and walls. I have had Pulte **************** out several times but they refuse to pay for correction even though the house is only 9 years old.
Business Response
Date: 08/01/2022
Replying to the BBB on behalf of Pulte Group:

I am writing you in response to Mr. *** ********* claim of the Pulte Group not standing behind its warranty of 10 years of the structural integrity of the home, which includes the foundation. This house was constructed by the Pulte Group and closed on 11/20/2013. Our warranty covers the structural integrity of the home for a period of 10 years, to which the homeowner signed off on and agreed upon when he closed on his home. Please see attached warranty snippet from the warranty booklet every homeowner is provided at closing:

12.6 Footings and Foundation
Wall Cracks
Appropriate measures will be taken to correct
serious cracks and/or deterioration in the foundation
footings or foundation walls that cause the home
to be unsafe or uninhabitable. The Builder will make
the necessary repairs and/or provide replacement
to the structural elements and related damage,
except for areas not constructed by the Builder,
for up to ten years. For a period of two years, the
Builder will patch the voids in walls caused by any
cracks in the foundation that exceed 1/8 inch in
width or vertical displacement.

On 6/6/2022, ******************** submitted a ******* request with concerns regarding his foundation. He specifically sited cracks in his floor tile, drywall, and brick as his reasons for concern. A ************* Manager was sent to investigate his concerns. It was determined that a second opinion, from Strand Engineering, would be required to determine if the foundation had actually failed and become unsafe or if the home was deemed uninhabitable. Strand performed a complulevel test, which shows foundational movement by taking measurements from different areas of the home and comparing it to the original measurements taken at the time of foundation placement, to make a determination of what was occurring at Mr. ********* home. The results of the compulevel test determined that the foundation had experienced seasonal movement, but that it was still performing as it is intended to perform. ******************** did not agree with this conclusion. ******************** then provided the Pulte Group with an inspection report that was done by Crosstown Engineering on 9/9/2021.
In the conclusion section of this report, the engineering firm stated;
Based on our visual observations of the structure and our review of the elevation map, it is our opinion that the structure is experiencing seasonal movement, and the foundation is performing as intended.
This report that was provided to us by ********************, reiterated precisely what Strand Engineerings conclusions were at the time of inspection on 7/9/2022,which was that the foundation has had seasonal movement, but that it was performing as it is intended. At that time, the Pulte Group declined and closed Mr. ********* ******* request as we had provided all of the information to ********************. Please contact me if you need or require further details.
Respectfully
***********************
Director of Build Quality
************
********************************************************
Customer Answer
Date: 08/04/2022

Complaint: 17630563

I am rejecting this response because:

Sincerely,

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

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