Complaints

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

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  Pulte Group

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

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  CTX Mortgage Company

  2301 N. 4th Street Flagstaff, AZ 86004

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  CTX Mortgage Company

  2601 Stockton Hill Road Kingman, AZ 86401

• 

  CTX Mortgage Company

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

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  PulteGroup Inc

  10736 E Ellis Street Mesa, AZ 85207

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:07/13/2022

  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 name is ***************************** and I purchased a lot and had my home built. The home was completed in May of 2021. As a part of the new construction process/agreement, the homebuilder will fix and guarantee repair of any work needing to be done after moving into the home for the first year. Unfortunately, The amount of issues Ive had with this builder is astounding. It has come to the point where Ive exhausted all of my resources to no avail. I have been trying to have repairs (some critical) repaired. Ive emailed and called multiple times with intermittent responses and ultimately the work not being completed. I initially sent an email to ***********************, the person in charge of having all the repairs completed starting in November of 2021. There were work orders created at that time with many of the projects not even being addressed. After not receiving responses from him, I began to email the warranty department, and make calls to any number I could find to American West/Pulte (with no returned phone call) as well as texted the project manager, ******, who ultimately redirected me back to the American West/Pulte warranty center email. I inconsistently get responses from any emails I try. In total, Ive sent over 20 emails to different people with minimal responses. I would be happy to send all of the emails showing how they may or may not have responded, how they create work orders but do not complete them, and how they appear to have no record of all of my previous requests that were included in the same email thread. Some of the requests they will complete, some they wont even respond to or create a work order, and other times the contractors state they will return to fix the issue but do not. Not to mention, repairs that were actually completed, I am now having trouble with again immediately after being fixed.

  Business Response

  Date: 07/13/2022

  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: 07/14/2022

   
  Complaint: 17559414
  
  I am rejecting this response because I never receive call backs when Ive called and requested. I would like the direct contact information of a person who can help resolve my issues. I do not want the general number or email. That is the email Ive been using the entire time where they usually dont respond. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/18/2022

  7/17/22 - I left voicemail for homeowner to call me back to discuss. 

• Initial Complaint

  Date:07/12/2022

  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.

  We are trying to get a Model that we would like in one of Pulte's communities called Sawgrass Here in *********** , **.. They Release Lots on what is called their "Easy offer Process" every month for the potential buyers to submit their offers And Most of these lots that they list are already sold out or they are not willing to sell .. if the Lots are already sold out or they are not wiling to sale what is the point in listing those and disappointing the buyers .We were interested in one of their estate series lots and won the bid 2 months back but at the last minute before signing a PO they said claimed that I will have to add a mandatory upgrade that is of 8K more which is not listed anywhere on their website or Interactive Plan nor the sales representative mentioned it and they gave less than 30 Mins to make a decision and went with backup offer before we confirmed so we lost opportunity on that offer After 2 Months last week the sales representative reached out to us again for model on a different lot which we were ok with though the prices were increased by 20K , after finalizing the offer with current increased rates they now ask for more upgrades / lot premium to accept the offer .. We had compromised and signed for a PO on one of their meadow series mean while with the hope that we can switch to estate series after their easy offer process ends .. now they are not willing to sell the estate series lot for the original price that they asked with additional lot premium and asking to put even more upgrades/lot premiums ..You need to look at your profits in business but not cheat buyers listing already sold-out lots and make it hard for them to get a house that they need by increasing prices sky rocket for every ***** Hours ..

  Business Response

  Date: 07/13/2022

  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 ********-St. Louis ********************** 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: 07/15/2022

   
  Complaint: 17557922
  
  I am rejecting this response because: No One contacted from local Pulte Group Leadership team  to resolve 
  
  Sincerely,
  
  ************************* ********

  Business Response

  Date: 08/15/2022

  This customer made two offers one on a ******* Home and one on an Estate Series Home. Pulte provided guidance on where the buyer needed to be for an Estate Willwood home. The buyer declined the Estate Willwood and signed a purchase agreement for a ******* home and completed ******* money. After doing so the buyer requested to do a lot transfer to the Estates. We asked that the buyer submit a new bid in the *** that was days away. The buyer did submit a bid but it did not meet our requirements. We communicated that to the buyer and also gave them the option to cancel their current contract with a full refund of ******* money.
  
  Pulte's stance has been clearly communicated to the buyer. 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17557922
  
  I am rejecting this response because:

  The offer was made on estate series with additional amount of 8k on Lot Premium outside of *** , signed Meadow Series with an agreement that I will be able to switch to Estate Series after *** ..  However the *** had lots that were sold outside of *** so was not sure if the bids listed were even considered and if the lots were even available .

  Same thing happened 2 Months Back when they offered estate series but literally gave us 15 mins to sign the contract after structural options were finalized .. The Mandatory Garage Extension required for having a bedroom downstairs on a Willwood Plan was never notified and were given no time to think and complete the contract ... 

   

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

  Business Response

  Date: 08/19/2022

  I have forwarded this communication to the ****************** team for any follow up that is necessary.  

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17557922
  
  I got a call from Sales Manager last week .. and explained her how I lost the offer couple of months back in May *** process on a estate series lot after winning a bid in *** ,we were not given enough time to make a decision and was given only 15 mins to sign the agreement after structural options were finalized ..tough we were  notified previous day late evening  that we won the bid on estate series lot and need to finalize my structural options by noon following day, the mandatory options were never notified which came as surprise when we were about to sign the ** and we were given only 15 Mins after these were notified which was very less to make a decision on a mandatory option that was costing 8k .. I tried to contact the sales person after a hour and was told they accepted other offer ..

  And last month July we were called prior to *** process to submit a  offer outside of *** process on estate series but after submitting the offer it wasn't accepted saying we need to add more on lot price or upgrades to accept the offer, we then signed up for a  meadow series Waverly which was out second preference because we were told that we can switch to estate series lot after the *** process if we sign up for meadow series to prove that we are serious buyers as we did not accept the previous offer in may when we won the bid ( which was not our mistake at all ) , but at the end of *** process they did not honor the switch so has returned the ******* money and cancelled the sale on meadow series that we signed for .

  After this 2 incidents we were also blamed on not being serious on completing the purchase on offers  so Pulte will not honor our offers any further  , but we were offered estate series only once in may as stated above and were not given enough time ..

  The manager did offer to try bidding again in the upcoming *** process but from May till Now the base price has increased by almost 20K and is beyond our planned budget.. 

   

   

  Sincerely,

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

• Initial Complaint

  Date:07/11/2022

  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 bought our home November 2021 and are still waiting on repairs that were started and never finished. Some they acknowledged and havent addressed. I have called the rep that was helping me since 2/2022 with no luck. I have submitted repair tickets in the last 2 weeks that have not been addressed. They need to finish the office door they took out a broken one brought a new one painted it and never put handle on it or a stopper. One bathroom sink has a gap between that and the base where they set it wrong, the kichen cabinet doors replacements arrived 4 months ago no one has come to install them

  Business Response

  Date: 07/13/2022

  Thank you for contacting PulteGroup.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:07/11/2022

  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 major complaint is about Pulte's warranty service. Our home is two year old. There are outstanding service tickets which haven't been addressed in many months. It is almost impossible to reach their warranty department or find a point of contact with whom to discuss the outstanding tickets. Their response times and communication are absolutely horrible and not acceptable. This warranty issue problem has been going on for two years; however, in the last half a year it has become even worse. Their representatives do not follow up on time and do not even respond. They have a very high turn over of their warranty management personnel. As soon as you establish a contact with one of them, they disappear and then we find out they are no longer with the company. This has happened several times. Initially, they excuse was delays due to COVID and short staffing, but it has been two years and the problem only became worse. As a new home owner, I am outraged at how this company treats its customers and does not deliver on its promise.

  Business Response

  Date: 07/13/2022

  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: 07/15/2022

  I have received a response from the same coordinator who corresponded with me a few months ago and who has not yet addressed the issues.  He responded with a very similar response which he gave me last few times:

  "I apologize for the delay on this. I had passed the information along to your customer care manager and vendors for review, but hadnt heard back. I will follow up with them now."
  

  This is his response a few months ago is below
  

  "I have received the forwarded requests. I have sent work orders to *********************, ***********, and ***** & Company, our concrete technicians, but I have not yet heard back from them on scheduling. I will follow up with them now."

  At this moment, having seen this pattern of "I haven't heard back but I will check again" for many months clearly shows to me that this person or even this branch is either unable or unwilling to service their customers.  I demand an urgent "solution" to this problem.   I absolutely refuse to take this as a valid response. 

  Business Response

  Date: 07/15/2022

  CCM ***************************** reached out to homeowner to review his outstanding concerns. The homeowner will send his outstanding service request for review. 

• Initial Complaint

  Date:07/11/2022

  Type:Order 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 signed a contract to have a house built by this company in July 2021 with a projected closing date of April 2022. April then became May which became June which became July and will most likely not even be in August 2022. We have heard every excuse imaginable and still have no idea when we will close on our house. The house has been sitting idle for the last 5 months. For some reason it is not passing inspections. We are currently in an airbnb with our furnishings in storage. We are spending over $750.00 per month to have our furnishings stored. This is costing us money ******************** on our house to be completed.

  Business Response

  Date: 07/13/2022

  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: 07/14/2022

   
  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,
  
  ******* And *******************************