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

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

• 

  PulteGroup Inc

  10736 E Ellis Street Mesa, AZ 85207

• 

  PulteGroup Inc

  20145 W Jackson St Buckeye, AZ 85326-5091

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  PulteGroup Inc

  25224 N 54th Ln Phoenix, AZ 85083-5476

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:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new build with Pulte 8/2023: Since moving in we have been having issues with the **** system and maintaining adequate temperatures which we advised Pulte and warranty department on multiple occasions since fall of 2023. Due to **** issues we requested an energy audit (PULTE SUGGESTED) and insulation inspection and no action has been taken to date (2-5-2025) on either. Pulte now continues to tell us we are outside of the warranty to which we continue to advise we have been attempting to address this issue since we moved in and "repairs" keep being made to system due to failure/leak/lack of refrigerant. We have spoken with many other **** contractors and been advised our systems are undersized for the home and its ceilings etc. Today again we requested a repair on **** which just had a repair 2 weeks ago as it is failing to maintain cooling temperatures and runs nearly 20 hours/day. Also again requested that an insulation review be performed. I have personally used an infrared camera and provided that documentation and still nothing has been done by Pulte to honor their warranties. We have been told continuously that the one year warranty time lapse is NOT AN ISSUE as we have been advising of these issues well in advance of the one year, yet today they are claiming we are past the one year and its not am item for review. We are at a point of seeking legal advise as we have been patient with the "process" and done our due diligence to bring the issues to Pulte's attention. The one **** system has had so many repairs at this point I lost count and still not functioning correctly. Pulte continues to say the system is correct sizing but even their own **** contractor techs advised us the system is small for our home but they just install what Pulte provides and don't handle sizing etc. To have purchased a new construction and have had nothing but issues since purchase and constant push back from PULTE is neglectful and misrepresenting of any "Warranty"

  Business Response

  Date: 02/20/2025

  We are sorry to hear of the frustrations Mr. **** has experienced. Mr. **** should feel confident that if he has reported a warrantable concern prior to warranty expiration, Pulte will not cease efforts to correct the concern once the warranty period has expired. Representatives from the Pulte Leadership Team have visited Mr. **** and further investigation and possible resolutions continue to progress. The concern of missing insulation has been ruled out and currently we have asked our **** provider to perform more extensive evaluations to determine other possible reasons to explain for Mr. ****** HVAC concern. As a result of these system evaluations, new coils and interior TXV valve are being replaced on 2/25/25. Currently data loggers have been installed to monitor the behavior of the entire system, thermostat, and airflow and home temperatures. Mr. **** and our leadership team are working together to a proper resolution.

• Initial Complaint

  Date:01/29/2025

  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 a new Pulte home. Was told to be ready and give them a list of what issues needed attention after we had been in the house for a year. At the one year **** we created that list and gave it to multiple people in the organization. After two years now, there are items still unfinished. Some of the items were addressed and completed. Others were not. Contacted the office and they had someone contact me. We sat down in person and talked about the issues. To this day they have never contacted me again. We turned in multiple items needing attention. MANY people in our neighborhood have the same complaint.

  Business Response

  Date: 02/06/2025

  We had a wonderful onsite meeting *** and Mrs. ****** and were able to inspect all of their concerns.  We have come to an agreement and will be implementing a plan to address concerns brought to our attention.  We feel we all are in agreement and on a solid path forward.

  Customer Answer

  Date: 02/10/2025

  Two representatives from Pulte came to our house (2/5/25) and inspected the list of items needing attention.  Verbally they agreed to address the issues, but as of today (2/10/25) no work has been scheduled or done.  We acknowledge it may take some time to get the work accomplished.  We do not want to close this complaint until all issues in this matter have been completed.  MANY of the Pulte representatives have made promises to us about getting the work done and then no additional contact from them.  NOTE: We did feel some confidence with the two gentlemen from Pulte mentioned above.

  Business Response

  Date: 02/19/2025

  Mr. ****** and I have spoken again regarding timeframes to complete items we reviewed during our visit.  We agreed to beginning part of March and would keep communication lines open if timeframe were to shift.  

  Customer Answer

  Date: 02/20/2025

  Yes it is true we spoke about the projected time frame.  Until all work is completed to satisfaction, it would be reasonable to keep this open.  I feel confident the two people visiting my home are legit and sincere.  I am not ready to call this issue complete because as of now, it is not complete.

  Business Response

  Date: 02/28/2025

  We understand the hesitation to close the BBB.  We are committed to completing the items we agreed to during our onsite visit.  Work is scheduled for beginning of March

  Customer Answer

  Date: 03/01/2025

  Seems BBB will require continued communication.  Okay.  Still working with the organization and waiting for the next step.  Thank you.

  Business Response

  Date: 03/28/2025

  Case # ******** has been closed out as unresolved, however the repair work is currently ongoing. The work is scheduled for next week. The local team recently transferred an additional ************* Manager into this area to assist. This CCM has been in contact with the customer to secure dates for the repair work.

  Customer Answer

  Date: 03/28/2025

  Two associates came to our house; very positive communication with seemingly potential steps to completion.  As of now, we are still waiting for action.  Many "We will" have been promised.  Still waiting for the "We did" to happen.

  Business Response

  Date: 04/01/2025

  Good afternoon.  Our ***, who will managing the schedule, and Sr. *** have completed the walk from the list generated at last walk through for her to be acclimated to work we have agreed to.  The customer and ********************** team have agreed for work to begin on 4/22 through 4/23.

  Thank you 

  Customer Answer

  Date: 04/02/2025

  Yes the two representatives mentioned were here at our home yesterday (4/1/25).  They have allowed us to again feel confident in their promises.  Two very nice people with positive comments.  If they do what they say, we will then have mission accomplished.  As of now, we are still waiting so for us, nothing has changed.  Hopefully they will indeed do what they say.  Only then can this complaint be withdrawn and finalized.  Thank you.

• Initial Complaint

  Date:01/23/2025

  Type:Order 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 bought this property from Pulte in a gated community, Talinn at ************ Builder forced us to move in Dec 2024 else they will cancel with contract and forfeit our booking amount although the construction time at the booking was 9-12 months and we were anticipating Feb/Mar 2025 move-in ******* fear of losing our booking amount we moved in with City of Phoenix still had not established Water Meter.We had following issues and occupied the house without basic amenities 1. Water Meter not installed properly- Initiated water meter sequencing post- move into the home 2. ******* services cannot be started until water services are established- ******************* ISSUES 3. Poor construction quality 4.Electrical Issues in multiple rooms Extremely disappointing experience. Looking for builder to pay compensation for all this incovenience

  Business Response

  Date: 01/28/2025

  Dear BBB-

  Thank you for making us aware of this customer complaint.  Part of our building process is to notify our customers of a ******* closing window.  The construction manager provided to the customer on ****** a closing window of November/December. Furthermore, the water meter was installed at the time of closing, however the city had internal account issues which in turn delayed the trash service. When the customer notified ********************** of the issue, we contacted the city to sort out the issue immediately.

  Our records indicate the electrical company was scheduled for January 17th, 2025, to address any warrantable issues. Additionally, while the microwave latch did break about a week after closing, our team immediately located a replacement and swapped out the unit the following day. 

   Our promise to our valued customer is to address and repair/replace any warrantable items needed upon the close of the home. Our records indicated both items have been repaired/replaced or scheduled to be addressed. Should there be any discrepancy or if further assistance is needed, the customer should contact our ************************** at ************ or ******************************************************** for further assistance.

  Respectfully, 

   Customer Care Department

  Pulte Group - Arizona Division

   

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent emails to Pulte but they are not responding to the drainage issues created by their land development behind our property. The drains do not properly drain creating a large pool of standing water. This is damaging my property. They also damaged the French drains I installed to drain my yard.We have a few warranty items that they have not repaired yet and continue to not respond.This is not the first time we have encountered this.

  Business Response

  Date: 01/30/2025

  Thank you for bringing this to our attention.  Our team has inspected the adjacent property and have plan in place to clear and maintain the drains located between the two properties.  The team has spoken with ***** **** and understands there is a plan to address.

   

  Customer Answer

  Date: 02/06/2025

  Still waiting on Pulte to respond to the 2nd issue regarding warranty items that require repair due to poor craftmanship.

  Business Response

  Date: 02/21/2025

  The Pulte, Northeast ********************* has inspected the adjacent property and have plan in place to address the customers concerns. The customer has been provided the update/plan.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed multiple complaints about my flooring buckling and peeling since I purchased my home. I have been told no multiple times, including at the first complaints less than 6 months after I moved in, by a Pulte representative when I inquired about getting this handled. Finally, 3 years later, they agree to replace the flooring but not cover the labor. During the same time period, many of my neighbors in southstone are getting their flooring and labor replaced by Pulte/**** free of charge. There is no excuse for a brand new home having issues to this as extent and definitely no reason for your warranty department to constantly default to no without doing any homework or follow up.

  Business Response

  Date: 01/22/2025

  Pulte is committed to providing excellent customer service to our homeowners.  This includes a commitment to uphold the Performance Standards of the limited warranty that is provided with each closed home.  For this homeowner, there have been numerous communications made regarding the flooring concern.  To the extent that the flooring manufacturer has conducted a third party inspection which yielded no need to replace the full floor.  This conclusion was in part due to the third party inspector noting that the areas of concern with the floor appeared to be related to topical damage from the homeowner's actions.  One other result of the third party inspection showed that 6-7 boards needed to be replaced due to a different reason.  The flooring color was no longer available so the homeowner was given the option of a full floor replacement, material only, of a color they choose.  The homeowner declined that offer.  So until the homeowner chooses to proceed with the offer from the manufacturer, no further action can be taken,  Furthermore, this is a manufacturer of the flooring dispute, not one over the Pulte warranty for the home.  

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home last November with this company. The house has a warranty of one year. Around August 2024, I submitted a list of repairs and defects. They corrected a couple of them, but left the more expensive items. I am especially concerned about an electrical issue, (it has a defective electrical panel). The end of the kitchen cabinet is cracked and the front door has swollen spots in addition to some smaller items.

  Business Response

  Date: 01/17/2025

  Good afternoon *****,

  Please accept our apology for not getting your warrantable items complete and also please accept our apology for giving the impression that we will not fulfill our warranty obligations. I know one of our customer care managers, ***** ****** has reached out to you. Please note ***** is following our company process and will need some additional information, including pictures. We use pictures to determine what the scope of work will entail and what vendors will be necessary to provide the proper repair. I will have ***** follow up again next week, please allow him the opportunity to collect the necessary information so we can properly perform warranty repairs.

  In addition, I have found notes in our system that provide some information on work that has been completed as well as a list of outstanding work. I am including that here for your review.

  Repairs COMPLETED>
  
  #1 -The split in the grouting in the corner of the master bathroom shower disappeared. I assume it was due to the house settling.
  #7-The can light in the in the upstairs bathroom was replaced by ******** Electric.
  #**-The speed on the master bathroom fan was adjusted by American Air.
  #**-The ******** electrician explained that the extra switches in some rooms were for overhead lights or fans that I haven't installed yet.
  #**- The sidewalk trees were replaced.
  The garage door was making very loud noises when opened. A technician from the garage door company oiled it, which eliminated the problem.
  
  Repair that were incomplete or still an issue:
  
  1-There are "Bubbles" on the front door. A large one on the bottom and two smaller ones on the left side. I initially thought they were paint blisters,
     but they are solid.
  2.- There is a large bubble in the siding on the South side of the house.
  3.-The upstairs bathroom (where the toilet and tub are located) is dark. The ******** electrician said the house plans call for a fan with a light there. 
      There is only a fan.
  4.-Stippling fell off rusted nails in two small spots on the upstairs hallway ceiling.
  5.-The range hood makes a loud annoying noise. The Whirlpool repairman said the hinges on the vent outlet need to be oiled.
  6.-A cabinet and drawer front need to be replaced because of chips. The chips were there when I moved in. I thought they could be touched up with paint, but was
      told instead of paint there is some kind of factory finish.  Also,one of the drawers does not fit properly.
  7.-The smoke detectors have gone off twice now with a false alarm at 3 AM. As soon as I open the bedroom door, they shut down. There must be a defective detector or a wiring problem. 
  8.-the small stairs down from the covered patio that are pulling loose from the building.

   

  Thank you,

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

  H323034383034383**530H Manager Customer Care

  Columbus **********************

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

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22816427
  
  I am rejecting this response because:Four of the most expensive items have been left off -the defective electric panel , the cracked end of the cabinet which needs to be replaced, The swelling in the front door, the swelling in one spot of the siding. there are also more small things like one window only opens 3 inches,etc.

  I have already sent Pulte the pictures they have requested a long time ago,except for the back steps. I wrote ***** ****** that I would again send him the pictures if he would send me a cell number I could text them to.

  At this point, nothing has changed. There is a deadline of 90 days after closing for me to be able to file for arbitration, so I have to move forward on this.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/20/2025

  Good morning *****,

  Thank you for the additional information and please know we are not trying to make this process difficult just want and need to gather all the relevant information. Unfortunately, ***** *. that you had been working with has gone on a leave of absence and we are unable to connect with him to gather any additional info and we only have the information ***** put into our system.

  We will document the additional repair areas you mention in your rebuttal. You can text pictures to ************. Once we receive the pictures ***** will gather all information add it to our system under your home profile and work on sending work orders to our vendors. ***** will connect with you once the additional information is received and work with your schedule and our vendors schedule to set up repair dates (please note our division office is closed today 1/20/2025).

  I have full confidence we will be able to resolve your home warranty repair concerns, however I did want to provide you with additional information in reference to your comment on arbitration. We use a third-party source for mediation, this information can be found at ************. Additional information can be found in our warranty guidebook which can be accessed at ****************************** under warranty info.

  Thank you,

  **** Gottwald 

  Division Manager Customer Care

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22816427
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  The repairs completed list: add smoke detectors replaced, range fan no longer makes noise, stippling was fixed.

  repairs needed: 

   the end of a cabinet needs to be replaced because it is cracked, affecting a drawer and door. There were some chips, which Pulte sent me some touch up paint for. 

  I replaced the bathroom fan with one with a light and had the electrical company check the problem with lights flickering. They said the electric panel needs to be replaced.

  Additionally, a bedroom window will only open about three inches, sliding glass door screen will not latch, and parts fell out of the hinge to the door to the house.

  Business Response

  Date: 01/22/2025

  Thank you for the additional information. This information will be shared with ***** ******, and he will follow up on each item listed, as well as the other items you have emailed to us. Thank you

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22816427
  
  I am rejecting this response because:There are still inaccuracies. The end of the kitchen cabinet is cracked and needs replacement.  A bedroom window won't open, the sliding glass door screen won't latch, and a hinge in the door to the garage needs to be replaced. Several items have been taken care of long ago. Several smoke detectors were replaced and there have not been any false alarms. The stippling was repaired by Pulte's drywaller. The range hood's fan is no longer making noise, so I give up on that.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/29/2025

  Good afternoon *****,

  Thank you for working with ***** ****** on your outstanding home warranty repairs. ***** has communicated that he has your full list of items and has been able to schedule several vendors in the coming weeks to have these items resolved. I know he is still working on some final dates for repairs and is providing me weekly updates, but I have complete confidence he will get everything resolved. Please continue to work with ***** on scheduling and please do not hesitate to reach out to me directly should you need any additional support.

  Thank you,

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

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

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

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22816427
  
  I am rejecting this response because:At this point nothing has been done. They gave me an appointment with some of their repair people for this  thursday, then moved the apointment to Friday because of sickness, then no one showed up. They  had made appoints for next week to deliver a cabinet, etc but it remains to be seen if they follow through. They are resisting replacing the defective electric panel which I am concerned about because it is a saftey issue.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/07/2025

  Please see below for our response to the consumers complaint, including agreed upon list of repairs to address the consumers request, timeline for completion and action plan for repairs.

  • 84 Lumber: Bedroom window hard to open/close, back sliding door screen not latching, Front door with bubbles to be reviewed when tech is onsite to see what next steps will be scheduled 2/20/25
  • Kitchen cabinet damaged, couple drawers needing replaced, cabinet door warped: Scheduled for 2/20/25.
  • Siding bubbling on south side of home: Has been evaluated by our trade partner/siding specialist. We are currently awaiting the report detailing the scope of work for the repair. Once received, we will schedule. Should be completed by end of month.
  • Patio steps pulling away: Work completed on 2/4/25.
  • Panel box replacement:. Scheduled for 2/10/25.
  • Covered patio with pitting: This repair has been documented and will be addressed in late spring, as temperatures must be consistent 70 degrees or product will not adhere to concrete.
  • Garage Entry door hinge parts falling out: Replacement hinges are on order and will be installed upon arrival.

  All repairs that have been requested have already been or are scheduled to be completed. We will continue to work with ***** to address all the items listed in her initial complaint.

  Thank you,

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22816427
  
  I am rejecting this response because:They have made progress, but it's not done yet. ********** manager is coming to the house on Monday, probably to tell me more lies.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/14/2025

  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.

  The footprint of my house was to large for the lot they had placed it on. The blueprints reflect 3 steps straight down. But space did not allow so they built a small platform and turned making 5 steps down the side to a brick walk way. The build of this platform, steps and walk way were NOT built correctly. In 6 short years it is literally falling apart and coming away from the house. Becoming not only an eye sore but potential hazard. Two Engineering reports and two contractors concur with this finding and that the porch has to be taken down and rebuilt correctly, with the correct support and foundation . After many attempts to have PULTE correct their mistake and poor workmanship they have declined.

  Business Response

  Date: 02/05/2025

  We have been in communication and are working to find a solution.  Due to the age of the home, the request does not fall under our warranty.  Now that the homeowner has taken steps to correct the issue outside of the warranty, we are working to assist in the process.

• Initial Complaint

  Date:01/12/2025

  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.

  The nature of this complaint relates to property damage from Impact Landscape Company that is contracted by Pulte and managed by Castle Group the ******************* group fof ****************** My backyard lawn and grading has been disrupted by the improper use of riding mower when cutting the lawn creating multiple divots in the lawn from improper turning of the mowers and going back and forth not properly engaging the pivot wheel when making turning manuvers. With the summer rains this has created a muddy mess and standing water. The lawn and grading was further damaged by the use of Heavy equipment to ***lant a uprooted tree from Hurricane ******. A ticket was registered via ********** the communications platform with the *** on 9/28/24 followed by an email to the ******************* Team. The Impact Manager and the Property Manager *** assed the damage and committed to ***air the grading and the lawn once the Summer rains calm down. Then on 10/28/24 a second request was made via Townsquare noting the further damage to the grading from the equipment used to fix the uprooted tree. A followed up email was sent to the ******************* Team. I recevied a response that Impact has it on their to do list. On 12/18/24 a third request was sent followed by another email. As of 1/12/25 I have yet to hear back as to when the lawn and grading will be ***aired. I Sent emails, opened tickets, communicated my concerns to the office and yet no response as to when the damage that Impact is liable to ***air will be done. Im asking the BBB to mitigate the situation with Pulte Group as to what steps and when (ie dates) will be taken by Impact to ***air the grading and lawn damage done to my property. It is very frustrating and I have been very patient with the Property Managment team at this point. It should be noted that my quarterly *** **** are now at $1,011.76 per quarter and dissappointed in the lack of customer service received here.

  Business Response

  Date: 02/07/2025

  *** Director responded to Homeowner.  See below

   

  Hi *** ********,

   

  A copy of your BBB comment was shared with me.  Please allow this as an opportunity to serve as response. 

   

  First and foremost, I apologize for the time it took for you to receive a response.  I have had an opportunity to review your concern and have spoken with the Property Manager and Impact Landscaping.   I also understand Impact Landscaping and the Assistant Property Manager conducted an inspection earlier this week.

   

  Impact will be happy to fill in the ruts with sand and will re-sod as needed; however the underlying issue appears to be the grading in the backyard and without resolving the underlying issue, the water may still pond and could rut again in the future.  Following closing on your home, I see you added a pool and trees to your backyard and shrubs to your side yard.   Based upon site inspections and photos there does not appear to be enough pitch from your backyard towards the lake maintenance easement (which would assist with water leaving your property).  During a site inspection, it was also noted your rear yard of higher than the adjacent lots. This was likely caused when the pool was installed, and there are also multiple large trees installed behind lanai. Small ruts caused by mowers or even those caused by a loader when standing up a fallen tree are not going to change the grade of an entire backyard.

    

  In summary, the *** and Impact are happy to repair the ruts, however since you made modifications to your rear yard, you are responsible for the grading.   If you would like the phone number of a grading contractor to assist you with the re-grading of the backyard, we are happy to provide you with one and you can contract directly with that contractor.

   

  You are welcome to contact me or ****** with any additional questions.

   

  Thank you,

   

   

  ***** B. *******

  Director of Community Associations, *****************

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

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

  Office: ************

• Initial Complaint

  Date:01/11/2025

  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 wife and I purchased and built a Pulte home in *********, ****. We began the process during the second quarter of 2023 and closed on the home in January 2024. During the process to select our fireplace, we were given the option to upgrade our fireplace by moving it to the middle of the living room wall. Pulte charged us 2 fees to move the fireplace, which we had agreed to. However, one of the charges was for over $2,000 to surround (emphasis added here) the stone on the fireplace. We later realized after closing that what we purchased isnt what we received. We approached the business, the local leader who spoke with us was absolutely ridiculous and didnt take responsibility to craft a proper solution that works for all of us. We paid $2,215 and didnt receive anything that we paid for. We have had a desire to come to a proper resolution, but the market leader lacks professionalism and a basic understanding of what the word surround means. The definition is in the dictionary for a reason person to conclude on. We are considering legal actions if we cant resolve this appropriately. We believe that the $2,215 was stolen or not honored. Further, we believe this to be a bait-and-switch tactic which runs counter to FTC rules around unfair and deceptive acts based on the company taking payment and not working with us for expected services. We have written period as well.

  Business Response

  Date: 01/15/2025

  To Whom It May Concern: 

  On 1/2/25 a conversation was had with the Director of Construction at Pulte Homes and the customers to understand their issue with the fireplace after 1 full year of ownership. 

  The customer expressed that their fireplace was not constructed properly due to the stone only being on the face and not returning down the sides to the back wall. During the sales process, the customer chose 2 options concerning the fireplace. The first option moved the fireplace from the corner which would have created a flat angled surface between two connecting walls to centered on the wall protruding approx. 2' into the family room creating returns walls and a second option to included stone from floor to ceiling and a box beam mantle. The option states "Fireplace Surround Upgrade 3" which indicates full height stone and box beam. 

  During the course of the conversation and email prior to the call the customer made the assumption that the stone would return down both sides vs only being on the front facing wall. It was explained that the option is only for the front facing wall and not intended to be on the returns and that the word surround simply means the stone would surround the fireplace insert meaning the current application is correct. It was never committed, promised or otherwise stated in writing anywhere that the stone would return down the sides, again admittedly it was their assumption that it would. Again, this was not noticed is after 1 full year of living in the home. 

  It was and is our stance that the option they purchased for $2200 was installed fully and as intended. This would cover the cost of the mantle, stone, venting and labor to install the entire assembly. It was also explained that there was not an option available to return the stone. There were however options presented to them to provide what they wanted by way of providing the stone ***** who did the original installation to return at their expense to construct the fireplace in any manner they choose. They declined stating this was an unacceptable option for resolution. 

  We maintain that the option was installed as intended and nothing more is owed to the customer.

  Sincerely,

  ********************************************* of Ohio

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22798276
  
  I am rejecting this response because:
  the business is making up their own definition of the word surround and it isnt what a rational person would conclude.  Our position remains that they are not operating within the law.

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

  Business Response

  Date: 01/23/2025

  To Whom It May Concern: 

  The customer's rejection of our previous response and understood as it was the same stance taken during our phone conversation prior to the BBB claim being filed. 

  We hold firm to our initial response that the fireplace option was installed as intended without error. The customer has in fact received all goods and services pertaining to the fireplace in which they paid at time of purchase. 

  Sincerely.

  Pulte Homes of ****: Cleveland Division

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a home on 11/4/22 from Pulte. Since the day we moved in we have had nothing but issues with our roofing. During the last 2 1/2 yrs we have made claims, some of which were denied by there warranty ***** We had the ridge vent inspected by there installer twice and replaced once. It continues to make noise to this day and needs to be fixed. The roof has leaked twice, we've lost just about a bundle of shingles and continue to lose shingles during less than high winds. All the step flashing is installed incorrectly and is the cause of multiple leaks inside my home. The roofers installed the dryer vent and never removed the metal screen which in turn caused the dryer to back up creating a fire hazard. On 12/20 the warranty representative and the installing contractor all came to my house to inspect the roof. They found 3 major issues that still have not been resolved. A report was supposed to be generated and sent to me , still no report 3 weeks later. My home is a covid home and there have been many roof's that have already been replaced due to defective shingle from the manufacturer. Pulte continued to install defective roofing material on there homes knowing that the homeowner will bear the burden of getting this issue resolved. I would like to have a conversation with someone from Pulte corporate since the customer care team refuses to help.

  Business Response

  Date: 01/15/2025

  Please accept this as a response to Mr. ******* ****** in regards to the complaint that was filed on 1/8/25.  We have been in contact with ********* and we have an agreed upon plan to address his concerns pursuant to our limited Home Warranty as well as a process to submit a claim to the manufacturer for further evaluation and review.   We expect Mr. ******* issues to be resolved in due course.  Thank you.