Business Profile

Home Builders

Pulte Group

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Complaints

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

Customer Complaints Summary

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

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/25/2024
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 are new homeowners with a Pulte built home in Mentor ****. We moved in approximately 2 months ago, and when the weather turned at the beginning of November we noticed a draft with one of our windows. We contacted the administrative group responsible for warranty claims on 11/2/2024. They responded on 11/4/2024 saying they would send a representative out to investigate and file a claim with the window company. It is now 11/25/2024 and we still cant get ahold of anyone to make an appointment to come out to the house and help rectify the situation. Last Thursday it was extremely snowy and the power went out, the drafty window did not help us to adequately preseve heat in the house. With the full winter season coming soon, we just want to see this resolved so that we dont have to worry about frosting in the house or pay additional money to heat the house. We just want them to do the work they are supposed to do as part of the warranty contract. Since they will not respond timely to our request, we are seeking help through a third party for assistance with resolution.
Business Response
Date: 11/30/2024
To Whom It May Concern:
A manufacturer warranty claim has been submitted to United Windows to address the customer's concern of a draft from the window. This was done shortly after the original date reported on 11/2/24. At the time of the escalated contact on 11/25/24 United Windows has not responded. As a result, the ************* Coordinator contacted United as well as our local representative of the concern. They will be sending out a service technician. The community ************* Manager has also contacted the customer as of 11/27/24.
We are actively working with the customer along with the window manufacturer to address the concern.
Sincerely;
Pulte Homes of ****: Cleveland Division.
Initial Complaint
Date:11/25/2024
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 bought my home in March 2024 and since then I've had several issues with Pulte, some of which were resolved. However, for the remaining issues below, I still need a resolution. 1. Large crack in the driveway. Pulte refused to fix the issue, instead they are fixing the apron of the driveway, which isn't the part of the driveway impacted by the large crack. 2. Hurricane shutters don't fit the windows. Pulte should have tested to ensure the hurricane shutters were fitted correctly before the final sale. During 2 hurricanes, I was left without proper protection. I have opened a ticket with Pulte and I am still waiting on a resolution. 3. Initially why purchasing the house, I was given incorrect information by the salesperson which led to me purchasing the home. Pulte has never apologized or compensated me for the mistake by the sales associate. I was led to believe that I would have built in appliances and higher end furnishings in my kitchen than what was provided. 4. There are several cracks on the walls around the house that needs to be fixed. 5. The stucco in the garage is flaking off. The contractor did a very thin layer with poor quality materials which hasn't lasted 6 months. 6. The tiles were never properly cleaned, the floor inside the house has cement stuck on them which makes the floors looks dirty all the time. 7. Pulte contractors has used our water line at the exterior of our house when completing the gardening on the neighboring house, and when doing additional contracting work which inflated our water bill. Pulte never compensated us for the additional cost to use our water. 8. We bought the house with the intentions that gutters will be around the house, it was included in the contract. The house has no guttering at the front of the house.
Business Response
Date: 12/09/2024
We are sorry to hear of Mr. ***** experience to this point. A member of the Pulte leadership has made several attempts to contact Mr. ***** with no response. We would like to schedule a meeting at the customers home to discuss the concerns and determine next steps in coming to a resolution. We look forward to hearing from Mr. ***** at his earliest convenience.
Initial Complaint
Date:11/19/2024
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.
Unstable/shaky floor I raised this issue during our 1 yr anniversary and Pulte refused to fix the issue saying its just bouncy floor. This issue exists in our Foyer, kitchen and gathering room area. As you walk through the mentioned area, the whole floor shakes, stuff on the kitchen counter & dining table vibrates and feels really unstable. We already have a few of our family/friends pointed that out when they visited our home which is bad marketing for Pulte. The city has also updated their guidelines recently and Pulte is refusing to fix this issue saying it's just "bouncy floor". I went to the model home of our community which is the same floor plan as ours and this issue doesnt exist because they have additional lumber supporting the same affected area. Also looked into other Pulte communities (4 additional model homes about 0.5 mile away) around our neighborhood and the floors doesnt bounce like ours because they applied the same fix. Furthermore, I went to MI Home (another builder) model homes which is literally across our community, still this issue doesnt exist. Agreement ID: ********** Address: Lot #** Community: *************************
Business Response
Date: 11/26/2024
Pulte reviewed this complaint and found the flooring system was built per plan and performing as designed. No warranty action was required based on our performance standards.
Kind regards,
Pulte Homes
Customer Answer
Date: 11/26/2024

Complaint: 22580109

I am rejecting this response because the "flooring system was not built per plan and not performing as designed". This issue doesn't exist in the model home of our community which is the same floor plan as ours.

Sincerely,
****** *****
Business Response
Date: 11/27/2024
Pulte reached out to homeowner to further discuss concerns regarding his flooring system. It was further explained and verified that his home was built per design and performing within Pulte's Performance Standards. Homeowner preference is to further stiffen the flooring. Pulte has already taken measures in its design to stiffen the floors above what is required by code and this was explained to the homeowner. Any additional measures would be considered homeowner preference and not something that Pulte would take action with.
Customer Answer
Date: 11/28/2024

Complaint: 22580109

I am rejecting this response because of terrible quality experience with Pulte. I would highly recommend potential buyers to select another builder like MI Homes, ****** that has much higher quality standards.

Sincerely,

****** *****
Initial Complaint
Date:11/18/2024
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 bought a home from Pulte about a year ago and started facing some warranty issues. It was told these will be addressed in 1 year warranty inspection. One of the major issue, i.e. extreme level of vibration in master bedroom is still outstanding over 3 months now. With Pulte trying to evade the situation and repair in every way possible by saying its per design but not fixing the actual issue. I would have to say the build quality is extremely poor.
Business Response
Date: 12/02/2024
To whom it may concern,
We have evaluated this concern and found there is not a warrantable repair. Floor deflection is a common, normal occurrence for a wood floor system. Wood floor systems move by nature. This movement can cause sounds and can cause small items on furniture to rattle or vibrate. There are factors outside of the builders control, such as the weight or placement of furniture that can make a wood floor system react differently than other example homes that do not have the same weight distributions. To evaluate this concern, we hired a structural engineer, provided the truss installation plan, and removed sections of drywall so the engineer could see the installation. The attached letter from this 3rd party engineer confirms that everything was installed per the engineer on record's original stamped plan. The floor deflection that our homeowner is experiencing is within industry tolerance. Our warranty does not allow for customization or modification from the original plan so we are unable to provide additional warranty service. Any further modifications to the home would be at the homeowner's discretion and could risk voiding the structural warranty. Although we are not able to modify the floor system at this point, I offered to bring in another engineer, the engineer from the floor truss manufacture to provide an additional evaluation. I told our homeowner that if that engineer evaluates the home and determines that we installed the floor system contrary to his design, we would complete any repairs the engineer prescribed immediately without delay. If the truss manufacture engineer evaluates and determines that everything is installed correctly per his design, we will not be taking any additional action. We are still willing to bring in an additional evaluation if the homeowner agrees.
Customer Answer
Date: 12/02/2024

Complaint: 22573781

I am rejecting this response because:
Pulte Homes is trying to evade the situation for many months. After numerous follow *** they bring in the engineer who agreed to the vibration in the master bedroom and wanted to see the underlying structure. To avoid the cost and get away with the situation they brought in another person and took small dry wall patch out perhaps 3 by 3 feet in one section of the ceiling to give a clearance that everything is all good?
This is not a normal vibration and has to be evaluated by an independent and unbiased engineer to review thoroughly and give an honest feedback to rectify the fault.
Sincerely,

***** ******
Business Response
Date: 12/09/2024
To whom it may concern,
As noted in my previous message, we had this home evaluated by a structural engineer. I would be willing to schedule another evaluation by the engineer that designed the floor system. We would be willing to remove drywall in any location as dictated by the engineer during that evaluation. We will make any repairs or modifications that are prescribed by the engineer. We would be willing to schedule this evaluation as soon as the engineer and the homeowner's schedule align. I will be following up with the homeowner directly to request this additional engineer evaluation to resolve this matter.
*** *****
Division Manager of Customer Care
Customer Answer
Date: 12/13/2024

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. As I clearly set the expectations about the evaluation this time in order to avoid any further confusion and get to a proper resolution.
i.e. "I want the engineer to look into broader possibilities of anything wrong with the material i.e. weakness/ faults/ degradation over time etc apart from the design aspect. And that inspection should be thorough and realistic this time by measuring with actual tools and determining the root cause apart from visual observation."
Looking forward to hear back for a time to schedule the evaluation.

Sincerely,
***** ******
Initial Complaint
Date:11/14/2024
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.
Date: 6-20-2024 Faulty exterior wall on home (faulty material and installation).Pulte has not attempted to resolve the issue!
Business Response
Date: 11/20/2024
Upon receipt of the original inquiry it was determined that the home was outside warrantable coverage at 12 years and 6 months, correspondence was provided verbally as well as written to provide the coverage periods for warranty on the home.
The homeowner had a report completed by his insurance carrier that has several pages omitted, neither the portion of the report or contractors proposal indicate a defect in the home rather observations of the current condition of the home.
We have made several attempts to speak with the homeowner but have only been able to leave voice messages. All correspondence along with warrantable coverages have been provided to the homeowner.
The issue related to the stucco can be attributed to homeowner maintenance, due to age of home and no report of issue within the warrantable coverage period of the home we have communicated that the request has been denied and closed the issue.

Customer Answer
Date: 11/21/2024

Complaint: 22555625

I am rejecting this response because:

Sincerely,

****** *******
Business Response
Date: 11/25/2024
The warrantable coverage passed at 10 years; the home is now 12 years and 6 months in service, no prior inquiries into the stucco on the home were reported. The report provided has only 3 of 9 pages, repeated request for full report have been ignored. The invoice for repair indicates an issue that would be homeowner maintenance as it is outside the warrantable coverage. We have made phone calls to the homeowner to discuss that have not been returned.
As the warrantable coverage has expired and no prior notification had been made, we consider the matter closed.
Customer Answer
Date: 11/26/2024

Complaint: 22555625

I am rejecting this response because:
Pulte continues to avoid addressing the issue, with their responses lacking transparency.
Stucco typically has a lifespan of 30 to 50 years.
The documents and photos I provided show that the erosion process began over three
years ago, placing it within the warranty period.
Both the structural engineer's report and the stucco contractor's report indicate that the cause is due
to faulty materials and installation.
The structural engineer's photo #7 displays the item (roofing nails) used to attach the stucco mesh to
the wall which is also mentioned in the stucco contractor's invoice.
In conclusion, the evidence clearly points out that Pulte is at fault.
My position remains that the claim is still open until Pulte can prove or demonstrate otherwise.

Sincerely,

****** *******
Initial Complaint
Date:11/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pulte Homes built my new house, but I am disappointed with the quality of the flooring installation. Although my one-year warranty has expired, the issues with the flooring only became noticeable afterward, suggesting they stem from poor workmanship or substandard materials rather than normal wear and tear. Given that the problems are directly related to the original installation, I feel that Pulte Homes should take responsibility for these issues and cover the cost of repairing or replacing the flooring. Homeowners expect a quality build that stands the test of time, and I believe Pulte Homes should stand by their work to ensure customer satisfaction, regardless of the warranty expiration.When I reached out to Pulte Homes regarding the flooring issues, they informed me that since the warranty had expired, there was nothing they could do to address the problem. However, the flooring has several areas that are visibly raised and feel hollow underneath, which are signs of an improper installation rather than normal wear. These issues only started to appear after the warranty expired, but they clearly indicate that the installation wasnt done to an acceptable standard. Given these persistent problems, I believe Pulte Homes should take responsibility and assist with repairs to correct the original installation, as homeowners deserve a quality-built home that withstands more than just the warranty period
Business Response
Date: 11/26/2024
Pulte has responded directly to the homeowner regarding their flooring concerns. The warranty period on the flooring had expired, guidance was provided regarding homeowner options.
Initial Complaint
Date:11/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been sending repair requests since closing (Dec 2021). These were items on punch list which can be verified via email and texts. Workers come out, do a patch and things get worse. I filed a similar complaint September 2023. My last email for repairs response stated the matter was being reviewed. I followed up with unresponsive phone calls until 20 Sep. The lady stated they have new managers and it is being discussed. We're in November still with no response. She also stated its been more than 1 year and I responded with these issues were highlighted at closing and within 1 year. This has been going on for too long and the lack of response has been a typical problem. There is no way I am the only one having this much trouble with "a bad build." The pulte employees will remember their statement. I will not go quietly, there is no quality craftsmanship here. The pictures are only a sample and did not include the unfinished walls improper paint color, chipped paint, missing bracket from AC unit.
Business Response
Date: 11/21/2024
***** ***** met with ***** ****** on Thursday, November 21, 2024. Pulte Groups 1 year Limited Warranty is based on the expansion and contraction and the settlement of a home over the year. Items of cosmetic nature are not covered beyond closing. The items requested during the meeting with ***** ***** are denied. Pulte will agree to address a few drywall touchups needing paint and inspect roof for a possible roof leak ***** feels exists. We will arrange for a roofer to inspect roof as this would be covered under our 5 year warranty water intrusion.
Customer Answer
Date: 11/22/2024
Limited warranty was not honored to begin with, reference picture of email work order response dated 7/22. Pulte failed to correct deficiencies at time of closing, continued to fail on multiple requests for service repairs.
Through action or inaction, Pulte Homes has unreasonably, negligently, or intentionally caused or allowed defects, causing substantial and ongoing damage including cracking of walls and possibly damage to the foundation and other areas of in or around, creating an unreasonable burden and interfering with use and enjoyment of property.
Business Response
Date: 11/27/2024
This is follow-up to our meeting at your home on November 21, 2024.

After looking at many items in your home, and after collaborating with ************** we will agree to make the following repairs to your home.

There were a handful (3-4) apparent drywall repairs made by The Pulte Group trade partners that were made at some point in the past that were not paint touched-up. We will complete the paint touch-*** as needed.
Note: these paint touch-*** will be just a touch-up and not repainting areas beyond the actual drywall repair.
We will caulk the base board behind the toilet in the ***tairs bathroom.
Remove the overshot **** nail inside the cabinet on the ***************

All other items are well beyond the warranty period of your home. As has been explained to you, when your end of first year warranty inspection was done (Built to Last), none of the items you and I looked over are warrantable beyond that timeframe and are considered Homeowner maintenance and therefore are denied. Please understand, your home is nearly 3 years closed and will require regular maintenance and attention.
Customer Answer
Date: 11/29/2024

Complaint: 22530683

I am rejecting this response because:
The attached communication shows all necessary items were reported prior to Pultes 365 day deadline for warranty. Additionally, the actionable items were from punchlist.
1. A landscaper has never been dispatched to the property to access water drainage issues.
2. Tile company came out and did not complete work stating wrong work order was submitted by Pulte ( a pattern throughout this process) Matter was reported with no response.
3. It should not be my responsibility to fix something that was clearly missing (insufficient grout in wall tile in master bath under window).
4. I repeatedly reported issues with your hired trades personnel doing shoddy work creating more damage. Pulte representatives pointing fingers at trades men, trades men pointing at Pultes.
5. I pose the question; how can you maintain a missiing brackek from an AC unit.

Sincerely,

***** ******
Business Response
Date: 12/05/2024
***** ***** and Mr. ****** and have just completed a follow up phone call to confirm items Pulte will be completing. The following items include:
1) Paint touch ups
2) Few areas of caulking
3) Roof has been completed
4) Replace missing bracket under filter location of HVAC unit
5) Secure threshold at master shower, loose
6) Mr. ****** is to provide written documentation from previous discussions regarding landscape/drainage agreeance
Customer Answer
Date: 12/09/2024

Complaint: 22530683

I am rejecting this response because:
Pulte is asking me to agree to new terms which I do not agree with. I have attached file corroborating my previously agreed terms that have not been met which have been shared with Mr. ***** ***** 5 Dec. I have been exceedingly patient.
Sincerely,

***** ******
Business Response
Date: 12/20/2024
We have attempted to contact Mr. ****** by phone on several occasions regarding his last rebuttal to what had been agreed upon on November 21st. We stand committed to address items ***** and Mr. ****** spoke of which are noted below:
1) Minor caulking touch *** as it relates to tile voids in master shower and ***tairs bath/shower
2) Minor paint touch-*** as it relates to previous drywall repairs that were never touched up
3) Replace missing metal part on HVAC stand that you removed. This will only be completed if this part is still available for purchase.
4) Paint touch-up ceiling of front entry and lanai as it relates to a previously repaired roof leak
5) Minor caulking as it relates to base board trim behind toilet in ***tairs bathroom
6) Removal of over-shot **** nail visible inside kitchen island
We have contacted Mr. ****** by phone on 12/10, 12/12, 12/17, and 12/19 of which one call was returned from the 17th to acknowledge the receipt of Waynes voicemail.
Customer Answer
Date: 01/07/2025

Complaint: 22530683

I am rejecting this response because:
I have attached screen captures to refute Pulte Homes statements. All communications were returned! This was also included in my email communication to Mr. ***** on 20 Dec 2024.
My previous update to BBB were not well met by Mr. ****** (I have the voice mail)!
Additionally Mr. ***** has propsed new terms to address some items which I have not agreed to as it would make me liable for the damages which were previously agreed to by Mr **** ****** who no longer works at Pulte ( screen capture was shared with Mr ***** showing details)
Mr. *********** has stated my only option is to agree to the new terms which he has set to expire 9 Jan 2025 (email dated 31 Dec 2024), at which time all items will be closed. The most recent email dated 6 Jan 2025, states I should refer to the builders standards booklet; section 6 Resolving Disputes.
Mr ***** has stated in an email that I removed a bracket from the furnace. I again explained this was removed by a Pulte *** the last time they were in my home (also in an email to Mr. ***************** to the pressure tactics, and deceitful attempts to discredit me and my claims I request BBB to be the sole mediator as any persons listed in their booklet may be working in concert with their organization.

Sincerely,

***** ******
Business Response
Date: 02/03/2025
Our team contacted Mr. ****** on 1/28 to request his availability for repairs.

We stand committed to address these items that ***** and Mr. ****** spoke of, which are noted below:

1) Minor caulking touch *** as it relates to tile voids in master shower and ***tairs bath/shower

2) Minor paint touch-*** as it relates to previous drywall repairs that were never touched up

3) Replace missing metal part on HVAC stand that you removed. This will only be completed if this part is still available for purchase.

4) Paint touch-up ceiling of front entry and lanai as it relates to a previously repaired roof leak

5) Minor caulking as it relates to base board trim behind toilet in ***tairs bathroom

6) Removal of over-shot **** nail visible inside kitchen island

As of 1/28, Mr. ****** has refused the repairs. We are not offering to negotiate any further. We have directed him to a third party mediation service if he is dissatisfied with our resolution.
Initial Complaint
Date:11/06/2024
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 recently purchased a house from Pulte Group and discovered that the toilets installed in the house (which is a new construction) are used. In addition to that discovery, I realized that I had not gotten the toilet upgrade I paid to have installed, which was a Comfort Height Toilet (a disability Toilet). When I bought both concerns to ****** ******* (Pulte's ************* Agent), she came out and examined the toilet in the Master bath and acknowledged that it was in fact used by implying that all she could do was to buy a new toilet seat. I made it clear that was not acceptable; I am paying for a new toilet and an upgrade to a Comfort Height Toilet and that is what I want. When I asked what was going to be done about the Comfort Height Toilet that was not installed. She measured the toilet and found that it was 16 inches high and proceeded to tell me it was in fact a Pulte version of a Comfort Height. A Comfort Height Toilet is specifically designed for people with knee replacement to accommodate the limited flexibility of the knee. I will not accept a Comfort Height Seat (if offered) because that is not what is specifically indicated in my contract and the aesthetics of it is not something I want in my bathroom. At some point, during our communication, ****** ******* accused me of causing the discoloration and crumbling parts of the seats. I find it despicable and a health hazard that a Company would allow a plumber to install used toilets in a newly constructed home and refused to correct the situation.
Business Response
Date: 11/18/2024
We are sorry our customer feels this way. Under no circumstances will we provide used toilets, sinks, or tubs. We are not sure why this is coming up now, considering the home is over 8 months old and being used on a daily basis. The pictures indicate wear and tear and possible discoloration often caused by cleaning products. Regardless, we would be more than happy to replace the toilet seat for our valued customer. With regard to the "Comfort Height" concern, PulteGroup has a contractual agreement with ****** brand products and the height of the customers toilets are consistent with ******* advertised "Comfort Height" products. Representatives of the Pulte Group leadership team are schedule to meet with the customer on November 19 to discuss her concerns.
Customer Answer
Date: 11/19/2024

Complaint: 22519747

I am rejecting this response because:
They did not address the issues of discoloration and damage done to what is supposed to be "new toilets." Also, there was an issue of strange discoloration and permanent ring of the Bathtub in the hallway bathroom. They seem to be fixated on the Kholer toilet being within the guidelines of Kholer "standard comfort height" (which is lower than their *** ******* height) and not that of an *** comfort height (which Kholer has) which I believed I was updating to. I was asked weeks later if during the construction of the house if I wanted to update to an "elongated comfort height toilet. Since *****, the Salesman was aware of my disability; I naturally assumed I would be getting a toilet to accommodate my disability. Who wouldn't be not like they are not accustomed to handicapped and elderly people living here. The other issue, which I know I am repeating is, this is a newly constructed house which I have been in less than a year. I do not expect to see things that are disintegrating due to what appear to be age, stress that could only be contributed to a used product. Nor do I want to see strange discolorations and permanent rings in a bathtub.
Sincerely,

******* *****
Business Response
Date: 11/22/2024
Pulte Leadership Representatives met with Ms. ***** on November 19th as scheduled. The Team determined that the products provided in Ms. ****** home are those that she selected and signed for. Attached are the documents supporting Pultes stance. It is believed the viewable rings in the tub are due to light reflections which is common with this brand and level of tub. Please understand that Pulte does not provide "used" products in any home we sell and will not be able to replace the products Ms. ***** believes to be used after living in the home over 8 months. Although not warrantable, Pulte has offered to replace the damaged toilet seats as a gesture of good will. Also attached is the latest correspondence from Ms. ***** which indicates we will be unable to resolve her concerns in a productive manner.
Customer Answer
Date: 11/24/2024

Complaint: 22519747

I am rejecting this response because:
Although, I selected rejecting their offer, I will accept the toilet seats for the following reason. I want this complaint in the records in case a future resident has the same issues and will establish a pattern of their service to their clients. Although they prove the nuance of Comfort Height vs Comfort Chair Height with the brand they installed are the same (Kohler); they failed to inform you that Kohler does not sell seats with their toilets; so, the seat they provided were used and a potential danger to the health of homeowners where they are installed; not just diseases, but when the old and worn pads on the underside of the seats break they shift the seat which could cause an unstable person to fall off the seat. The offer to purchase two seats at their expense as a "one time courtesy" is the height of an insult considering that is an admission that the toilet seats are used. It is also a testament to how far they will go to cut corners; one day their corner cutting will land them just where they deserve to be.
This matter will be resolved when they replace the two toilet seats with NEW seats.
Sincerely,

******* *****
Initial Complaint
Date:11/05/2024
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.
There was a lawsuit from some of the owners in my subdivision about the centex houses they bought the siding was falling apart. Siding has problems and centex needs to replace and repair the centex To replace or repair my siding. I bought the house brand new 15 years ago and now some of the siding is falling apart.
Business Response
Date: 11/06/2024
There was no lawsuit at this community. There was a notice of claim submitted on behalf of the *** 8 years ago and some homes had siding repaired. This lot had not reported any issues at the time of the claim. It is now 15 years since her home was built, long after her warranty had expired and well past the statute of repose.
Customer Answer
Date: 11/07/2024
please note that my house is over 16 years old and centex Also built the townhouses that are in this subdivision currently, the town houses that are over 16 years old, have the same problem with melting siding and centex is currently replacing the siding and honoring the warranty. They need to do the same for my house. Also, the houses were built too close together and the siding melting has occurred because of the reflection in my neighbors windows which was inappropriately put so close together and the windows were defective and cause reflection which melted my siding, so the statue limitations and the warranty are not limited and my siding needs to be repaired. Thank you so very much for looking into this ***** *****.
************************************;
Lot 62 trail run sub division
Business Response
Date: 11/13/2024
Again, there was no lawsuit at this community. To clarify, there was a notice of claim submitted on behalf of the *** 10 years ago, which was closed out 8 years ago.. This lot had not reported any issues at the time. It is now over15 years since her home was built, long after her warranty had expired and well past the statute of repose.
Customer Answer
Date: 11/13/2024
The response is not true. I never received any information. They never notified me about the defective siding. I never received a letter from them. I never received anything from them. Had I received anything I wouldve responded.
I did in fact, send them a letter requesting that they correct the Siding when I found out that the siding is getting worse and found out that the design of the building next-door to me is the reason that my siding is falling apart It is a design in the housing that is the problem. The houses are built too close and the windows reflection melts my siding. Therefore they need to replace my siding it cost $14,000 to replace my siding. I have a bid and they can use the bid to make things right. In 2019 my next-door neighbor had their siding fixed. It is unfair that they fix some peoples siding and not others. They know that there is a problem with the design and the windows and they need to fix this issue. Thank you. ***** Brown
Initial Complaint
Date:11/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased home on 12/31/2021; prior to closing Pulte employee/warranty guy ***** ******** stated would fix items identified if I would close on this date. I was even informed that they were going to closing on houses in which they struck a deal with the county to finish after closing. After closing, ***** opened repair tickets to repair the items. Some items were repaired, but several other items were not. ***** then reassured me that at the 1 year warranty anniversary that he would get the open repair tickets and items listed in the inspection report taken care of, but as of current date the items have not been repaired and they will not respond to any emails. I have emails and text messages in which ***** stated the following items would be repaired. Even with open repair tickets open the items have not been repaired and they refuse to respond.- from the inspection report (exposed steel/iron rod sticking out of foundation) - not sure how house passed county inspection with this - lack of completed installation in the living room area - per the door contractor a new door for the owners suite - also per the door contractor replace weatherstripping for front door and the repairs to the front door and garage entry door after the contractor had to make modifications to those doors - exposed wiring hanging from side of house - drainage issue between my house and neighbors residence
Business Response
Date: 11/15/2024
***** *****, ************ Care Manager, has contacted Ms. ******** to visit the home to discuss her concerns. As of today, all service request for Ms. ******** have been completed since 2/21/23.
Thank you
Customer Answer
Date: 11/18/2024

Complaint: 22516734

I am rejecting this response because: they are saying in their response that they completed all the work orders; however, they did not. They are only providing that response to BBB to respond to the complaint. It is correct that Mr. ***** has reached out to me to set up a meeting; however, by the way he has responded to this complaint lets me know they are just checking a box to this complaint. I dont feel as though Mr. ***** plans to complete any of the issues noted in the original complaint. There are several homeowners that have noted this typical behavior by Pulte when responding to BBB complaints.

Sincerely,

****** ********
Business Response
Date: 11/21/2024
***** ***** as met with Ms. *************** ***** has agreed to address some drywall, paint and piece of casing. Service tickets will be created and completed based on schedule provided by Ms. ***************

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Pulte Group is NOT a BBB Accredited Business.