Complaints

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

close

Find a Location

Pulte Group has 364 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pulte Group

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

• 

  PulteGroup Inc

  25224 N 54th Ln Phoenix, AZ 85083-5476

• 

  PulteGroup Inc

  26285 W Morrow Dr Buckeye, AZ 85396-1258

• 

  PulteGroup Inc

  3225 N Lafayette Drive Florence, AZ 85132

• 

  PulteGroup Inc

  20147 W Lilac St Buckeye, AZ 85326-5117

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:11/05/2024

  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.

  We purchased a home from Pulte Homes of Ohio, LLC: ***************************************************. Prior to sale we were instructed to do a final walk through to complete any items that still needed to be finished prior to transfer. We spent 2 hours walking through the home and documenting the items with ******* *****. Upon the transfer date the remaining items were not complete. These items included: Paint, sanding, unfinished trim, crack in window, dent in hood fan, hole in ceiling, hand rails that were not installed (which is code), unfilled 1/4 round trim, uneven/sinking tile, outlets that stuck out, man inflicted imperfections in the wood, chipped stone flooring, LVP flooring is buckling and uneven, door trim that has man made imperfections and nail holes popping out, glue on the floor, unfilled holes in exterior trim, we paid for upgraded cabinets and they only made a select few "soft close". Pulte tells you about two weeks prior that you will be closing on a specific date. They know that they have advantage over you to not complete the home in it's entirety because you will want to move in to your brand new home. They create an environment prior to closing that is deceptive to home buyers and forces them to move into unfinished homes. They do not finish punch list items and drag out the whole entire process. They claim to have an online site dedicated to repairs that is supposed to provide a turnaround time of ***** hours, but they typically don't respond at all if it's something they don't want to cover: ****************************************************** I've tried working with their team - **** and *******, but they only make matters worse. They bring in incompetent subs who don't know what they are doing. I've reached out to their regional support with little to no response back. Answering only when it is convenient for him. I've lived in a lemon for three months and I still don't have the necessary items fixed that were promised to us if we closed on time.

  Business Response

  Date: 11/06/2024

  To Whom It May Concern: 

  We are actively working with the customer to resolve their current concerns. ************** were at the home as recent as 11/1/24 to perform work specific to painting. 

  Additional work had been scheduled but has since been paused as we were asked to leave the home. However, division leadership has been in communication with the customer via email. An in-person meeting has been requested between division leadership and the customers with dates of 11/13 and 11/15 provided. We are awaiting a response with confirmation one of those dates are acceptable or if an alternate date is required.

  Work is intended to continue once all parties agree on the best path towards full resolution.

  Sincerely,

  Pulte Homes of ****: Cleveland Division

   

   

   

• Initial Complaint

  Date:11/02/2024

  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 am writing regarding a significant issue with the construction of our home located at *********************************************. My family purchased a home model, Amherst model from your company, which was expected to include drawers in the master bathroom, as seen in the same model home.??However, upon completion, it was discovered that the master bathroom in our home does not include the drawers that are present in the model home. When this discrepancy was brought to your team, ********************* (***** ***** and Ife Uwagboi) attention, we waited 2 months with no reply or update regarding the situation. We were told a follow up was going to be made but they needed to look into the situation, and never did. On our last work orders on our home which was 2 weeks ago, we followed up regarding the drawers and it was explained to us that the change was due to a switch in vendors. We were not informed of this change at any point during the purchasing process. ??Under Texas law, a builder/vendor impliedly warrants to a purchaser that a building constructed for residential use has been constructed in a good and workmanlike manner and is suitable for human habitation. The absence of the drawers, which were a feature in the model home, constitutes a deviation from the expected standard and the representations made during the sale.??We request that PulteGroup, **** take immediate action to rectify this issue by installing the drawers in the master bathroom as originally represented.??Please respond to this letter to confirm your intention to address this matter. Failure to do so may result us pursuing further legal remedies available under Texas law.??Thank you for your prompt attention to this matter.??Sincerely,******* and ******** ****

  Business Response

  Date: 11/05/2024

  Good day,

  Thank you for the opportunity to respond. I am writing on behalf of PulteGroup in response to the concerns raised.

  Per Section 5.4 of the Purchase Agreement, PulteGroup reserves the right to make adjustments to vendors and materials during the construction process. This provision allows for necessary flexibility to ensure timely and quality completion of our homes

  The model home cited by the customer was constructed in 2022, while their home was built in 2024. As such, the cabinetry vendor and materials in the model home differ from those used in the customers home.

  
  To support the customers preferences, we have offered to provide contact information for the cabinet company that supplied and installed their cabinetry. This will allow them to explore any desired modifications or upgrades directly with the vendor, should they wish to proceed independently.

  
  We trust this clarifies the matter, and we remain available to provide any additional information or assistance.

  
  Best regards,

  
  **** *******
  Director of Build Quality
  PulteGroup Houston

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22506389
  
  I am rejecting this response because:

   

  Complaint ID: ******** Can you hold off on submitting the last message and just submit the below message: Dear Pulte Home Building Company, We are writing to address the recent denials we received regarding our request to install drawers in the master bathroom of our new home in ********, *****, purchased on June 5, 2024. During the initial sales process, our sales representative, ***, assured us that the master bathroom would include drawers. This feature was a significant factor in our decision to purchase the home. However, upon completion, we discovered that the drawers were not installed, and there was no communication regarding the vendor change that led to this alteration. Pulte has cited Section 5.4 of the purchase agreement, which allows for material substitutions during the construction process. While this clause provides some flexibility, it is important to note that the change in the master bathroom drawers was not communicated to us, despite our specific inquiries about any changes from the model home and our "must haves" in our home. The failure to inform us about the change in the master bathroom drawers could be seen as a breach of the implied warranty of habitability, as it directly impacts the functionality and satisfaction with the home ****** ******** of ********** *. *********, **************, Lennar Homes of Tex. Land & ************* *. ********, 672 S.W.3d 367. The verbal assurance made by Hai regarding the drawers, although not documented in writing, was a crucial part of our decision-making process. In the case of Oakwood Mobile Homes *. ******, 73 S.W.3d 363, the court noted that disclaimers of enforceability of oral statements found in delivery instructions and homeowner information forms act like an "as is" clause and preclude recovery. However, the court also acknowledged that verbal promises made by sales representatives can be significant, especially when they are not contradicted by written agreements Oakwood Mobile Homes *. ******, 73 S.W.3d 363. This suggests that the verbal assurance made by Hai should be considered in our case. Furthermore, this change was not made during the construction but prior to it. The sales department's lack of knowledge on this matter, coupled with Pulte's issues with their sales management at the time, left us with no one to communicate with. The entire sales team left the company without senior management assigning someone new to assist us with closing. Senior management also seemed confused during our home construction and would only cite back to the contract without any context of what was going on. We traveled from ******* to ***** to see the progress and get updates during the construction phase of our house, and no one was available. When we traveled back again, a new sales representative was present but had no information or knowledge regarding our home. Our request was denied again, citing the lack of written documentation. The issue is that this assurance was made verbally by Hai, who, along with the rest of the sales team, left during the sales purchasing process. The management team was not aware of prior conversations, which made the process more burdensome and confusing. Given these circumstances, we request that Pulte reconsider our request to install the drawers in the master bathroom. If we cannot come to an agreement, we will cite Section 12 of the purchase agreement and start arbitration to resolve this matter ****** ******** of ********** *. *********, 672 S.W.3d 422. Sincerely, ******* **** and ******** ****

  Sent from timiothy **** (***************************************************************************************************************)

   

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

  Business Response

  Date: 12/10/2024

  Mr.****,
  
  As previously stated, the customization of your bathroom cabinets is not covered by the warranty agreement. If you would like to make alterations to your cabinetry you are more than welcome to do so. If you use an outside vendor, it will void the warranty for those cabinets affected. If you would like to use ******** or their affiliate, please feel free to reach out to them. The contact info was given to you in the previous email. Here it is again for your reference. 

  CC Kitchen

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

  Respectfully,

  ******* R. ******

• Initial Complaint

  Date:11/02/2024

  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 closed on this property in February *******'s a home built by Pulte Homes, and the name of the community is *************. Prior to closing, I mentioned the condition of the lawn. I was told that it just required a lot of water. I was told that if it was a problem, it would be fixed at once. I noticed the problem within 2 weeks. I reached out to customer service, the builder, and my salesperson multiple times, and the hder and sales person replied by email tbat it would be replaced but for some reason, their warranty department denied the problem I have tried everything possible to bring the lawn to the regular standard. I brought in multiple landscaping companies and lawn services, and they all say the same thing: "You need to talk to the builder. They need to replace this lawn." But somehow, that's not sufficient for them; it's not enough. Yes, they have taken care of other issues that have come up, but for some reason, they just don't want to take care of the lawn. I've sent multiple emails and made multiple requests through their website, and I hear absolutely no response. So, I wanted to file a complaint, as I'm planning to start taking this to any level that I need to take it to get it resolved.

  Business Response

  Date: 11/04/2024

  we apologize for any confusion.  Pulte is 100% committed to insuring all of our customers are taken care of.  Landscape material, which includes sod, is not covered under the Pulte Homes warranty contract, but if there is a document from a Pulte employee stating we would replace the sod, or that has offered some sort of assistance with the sod we are more than willing to provide this service.  Thank you.  

• Initial Complaint

  Date:10/31/2024

  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 recently bought a house in ************** by Centex/Pulte group. We boughtbthisblot because it was bigger and even paid a $10,000 lot premium. The builder had a fence already installed and irrigation showing the lot lines. We asked the sales to confirm and construction manager and he told us to our face that that was the property line. When we put in a quote to install the rest of the fence, the contractor noticed our plot survey was different than the fence/irrigation the builder installed. They lied to use only to get a sale and now that we live here are moving the fence and irrigation to our side cutting off our yard. We would have never bought this house if that was the case

  Business Response

  Date: 11/18/2024

  We have come to a resolution with the customer after giving explanation on the fence placement and installation error. Customer discussed with onsite team to further understand the initial in person view compared to the sitemap included in the purchase agreement. Customer resolution resulted in an appliance that all parties agreed to, in order to offset the frustration and inconvenience.

• Initial Complaint

  Date:10/31/2024

  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.

  On October 30, 2024, I noticed the temperature in my home steadily increasing, indicating that the ** unit was no longer cooling effectively. Concerned, I immediately called a licensed HV** technician to inspect the system.Upon arrival, the technician discovered that the outdoor ** unit was non-functional, and the breaker was repeatedly shutting off. After a thorough inspection of about two hours, the technician determined that the compressor had failed.Regular Maintenance and Service History:This ** unit has been consistently maintained and serviced by a licensed HV** company since installation. Maintenance records, available upon request, show regular upkeep and confirm that the system has been kept in good working ****************** (Pulte/Centex) Deflection of Responsibility:Upon contacting Pultes warranty team regarding the compressor failure, I was informed that the builders two-year warranty had expired. The builder advised me to contact ****** directly, as they would not take responsibility for the compressor failure. While ****** has agreed to replace the compressor part, they are unwilling to cover the labor costs for replacement.Given that air conditioning compressors typically last between 10 to 15 years, this premature failure, just 2 years and 4 months after installation, suggests potential issues with the original installation by the builder or contractor. I believe that improper installation or related factors may have contributed to this early failure.Request for Investigation:I am requesting that an investigation into this matter to determine whether the installation of the ** unit met Florida building codes and industry standards. Specifically, I would like an assessment of whether any improper installation practices may have led to the premature compressor failure. I request that they be held accountable and required to cover the necessary labor costs for the replacement.

  Business Response

  Date: 11/15/2024

  We are sorry to here of Ms. ******* situation. A Representative of the Pulte Leadership team has been in contact with Ms. ****** to explain the Pulte Warranty on the mechanical features of her home. Due to the fact she has continued annual maintenance on the system for over 2 years with no reports of poor install or problems convinces us that Pulte or it's vendor partner, has no further responsibility for the out of warranty HVAC system. In this discussion, the Pulte representative urged Ms. ****** to continue to reach out to ****** if she believes the system failure is due to a manufacturing defect.  

• Initial Complaint

  Date:10/25/2024

  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 recently retired from the military after 21 years. Constantly moved around the world and finally able to settle down and buy our forever dream home. I would like to challenge Pulte, other than my customer care **** to inspect my home. Multiple issues since we moved in. I submitted 25 work orders to my ***. ** doubted my concerns and requested walk through. Constantly told me my concerns were normal and required no attention. Just to name a few, toilet leans to left, drywall bulging, baseboards gritty, warped HVAC vents, 10 cracked/chipped door casings, windows not functioning, floor squeaks, floorboard hitting sprinkler, sharp objects in carpet, doors paint overspray, sink/faucet leaking, cracks in grout/coming out, door tracks damaged. Emails/calls every week for workorder, but no response. Months go by and *** forgot about everything and questioned concerns again. Decides to have another walk through with managers from every trade. All validated my concerns and ID'd other issues. 3 most concerning issue with my **** said I was crazy when I pointed out a stair step had forward slope. Kids and mother have slipped going downstairs. Finally agreed to have it inspected. Confirmed the step had forward slope/major safety issue. The other is grout. Grout company IDd all my grout is defective and needs ***laced. My *** tried to convince him a dog was the cause of bubbling, pores, and grout coming out. The manager disagrees. A few months later, *** discovered it was not caused by my dog. Too late. Company decides not to fix it. *** apologized and requested we find someone to ***lace all the grout downstairs and I would be reimbursed by Pulte. Finally, my kitchen sink that leaks. Sink cabinet is now water damaged and hoping there is no mold. I have given up at this point. No more communication with my ***. *** looking for anything special or extra. Just would like my family to appreciate and love our forever dream home. Pics, emails and work orders available upon request.

  Business Response

  Date: 11/06/2024

  10/31/24- I left voicemail for homeonwer. 11/6/24- I called back and was able to speak to homeowner. We discussed items in his house and will evaluate & schedule as needed. I advsied going foward and always please use our warranty department for all service related items. ********************************************************************

  Grout stairs/ at slider ***** tilesGrout caulk under door casings that were replace all downstairs and wet areas upstairs. Baseboards cuts- rough and throughout house eval.  Replace Fire door weather strip that was cut on hinge side. Doors over spray: Bath 2 doors- jack/ **** 3 doors Master bed double door Master bath toilet closet door Bed 3 daughters door. Frame eval floors squeak ( master bed 2 areas/master closet) loft & hallway. Sons room bed 2 carpet seem master bed. Homeowner to send photo. Send photo of debris on wall he is to send photo. Follow up on multi slider track. Follow up Stair rail touch up. Plumbing kitchen faucet/sink is leaking- Cabinet skin damaged/ drywall etc at kitchen sink. Garage door exterior paint. 

• Initial Complaint

  Date:10/18/2024

  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 received a call from sales person ***** ****** offering a great deal on a new home. He said level 1 *** was included. The next day I came back to sign and he told me the lot he chose for me was in a high flood zone. He claimed that Pulte fixed the area and they were just waiting for FEMA to remove it from the map. I told him that I needed to speak to my agent and he said another buyer purchased without an issue and didnt understand my problem. He then tells me he has been an agent for many years and doesnt need practice writing a contract so he wasnt doing anything until I make my decision. Later realizing he was loosing a sale apologized and said I could have another day to speak to my agent. I thought everything was clear. Pulte would pay for flood insurance while **** removed my lot from the map. I then went to the design center and found out he lied about two other things. LVP flooring was not included with the plan and I was purchasing a home in a TRIAL area and many design choices were not available. The design agent ****** apologized many times. I had already given my ******* money and had been duped. My second design appointment came around and I needed to reschedule. My neice had an accident and broke both her arms. I was told if I didnt come to that appointment I would be held in breach of contract. I had my first walkthrough and saw broken 2 x 4s. And chicken bones with flies around the frame. The building was so shoddy! Then they could not get the counter tops I wanted in time to stay on their schedule and decided to force me to pick something else. They scheduled my walk through and closing during a time I cant make it. They refused to move the date by one day! Then I received information that Pulte never got approval from **** to remove the lot from the property. They are currently seeking approval. Just one lie too many. I have yet to close on this house and am afraid too. I am not surprised to see 325 complaints in 3 years!

  Business Response

  Date: 10/20/2024

  We are in receipt of this complaint, will research with our team and a manager will be in contact with Ms. ************** More details will be added once they emerge.

  Thank you,

  **** *****

  Customer Answer

  Date: 10/20/2024

  I appreciate Pulte for taking my complaint seriously and willingness to check into the issue.  I will wait for your findings and response.  
  Thank You. 

• Initial Complaint

  Date:10/16/2024

  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.

  I am writing to express my concern regarding the incomplete repairs on the property that my client purchased, which closed on August 22nd. It has been over a month since the closing, and the contractor, ***, has failed to complete the necessary work. This has prevented my buyer from moving into their new home.During our walkthrough of the property, we identified several unresolved issues, including:Broken Kitchen Cabinet Chip on the countertop Poor quality paintwork Damaged Baseboard Broken Window Handle Additional items that have not yet been addressed We tried contacting Pulte Sales but we couldn't get any help from them. The contractor called my client but was told that he is too busy.

  Business Response

  Date: 10/17/2024

  Please provide the complete Pulte address and contact information for your client so I can get this information sent to the appropriate contacts locally who will be following up on your complaint. Thank you! 

  Customer Answer

  Date: 10/18/2024

  Property Address : ******************************************************

  Buyer Name: Yu **** ***, Gang ***
  
  Telephone: ************
  
  E-mail address: *******************************

  Business Response

  Date: 10/23/2024

  Field Manager *** spoke with realtor and is going to get items schedule. *** advised realtor to use our process of going through the warranty center going forward at ********************************************************************. 

  Customer Answer

  Date: 10/25/2024

   
  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.
  
  Sincerely,
  
  **** ** Lo

• Initial Complaint

  Date:10/04/2024

  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.

  My one-story home was completed by Pulte in June 2022. On September 13, 2024, I called Pulte ************* indicating that I saw that the kitchen ceiling was peeling and the area surrounding the peeling appeared to be a water stain. The Pulte representative requested pictures, which I sent. Pulte sent a roofing contractor, and he requested access to the crawl space. I had to find access to this area, as I did not know it existed. Access to the crawl space is located in the ceiling of the garage and requires a tall ladder in order to climb up in the area. He reported that the issue was not the roof but appeared to be that the drainpipe was never connected in that area. He reported his findings and sent pictures to Pulte *************. ********************** sent NCD ******** Plumbing out to repair the leak. The plumbing contractor was shocked, as he reported that the drainpipe had never been connected. He connected the drainpipe on September 27, 2024. He showed me the pictures that indicated that the wood, drywall, and insulation were wet and black due to possible mold contamination. He also indicated that the drywall needed to be replaced.I contacted Pulte ************* and the ************* Manager via e-mail on October 1, 2024, and asked how soon they would send a contractor to repair the damage, and also to perform mold remediation. The Pulte representative responded indicating that I would need to talk to the ************* Manager about the mold. To date, I have not received any response from Pulte since October 1. I have called the ************* Manager on October 2nd and October 3rd and still I have heard nothing.I need to have this issue addressed ASAP.This shows poor building standards and quality control on the part of Pulte, and they should be responsible for the cost of all repairs and any damage to the home.I may need to pay in advance for the costs up front, as experience has shown Pulte is slow to act, I expect to be reimbursed for such shoddy work!

  Business Response

  Date: 10/11/2024

  To Whom It May Concern:

  Upon learning of the customers concern we contacted the customer direct. It was discovered she had been calling the Customer Care Manager direct who happened to be out of the country on vacation which is what caused the escalation. The Customer Care Coordinator walked through everything with the customer and scheduled the appropriate trade partners to complete the repair. All repairs are scheduled to be completed by 10/22/24.

   

  Thank You,

  Pulte Home of Ohio: Cleveland Divison

   

• Initial Complaint

  Date:10/04/2024

  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 closed on our Pulte home 4/2023. During the walk through, we noticed phorid flies. We asked our construction manager, **** *********, if they could be cleared out before we closed. He said it was due to windows being open and the issue would resolve itself in a few days.We are 18 mo months later and still getting 5-50 flies daily. We have had 4 pest companies out. We have had smoke tests. Sewer tests. Quarantined sections of the house. Nobody can figure out where they are coming from. The best guess from experts outside the local area is: they may be coming up from underground. We know they need decaying organic material to survive. We have no trash. Our refrigerator is in the garage. Hvac has been cleaned. We've camera'd drains. The pest companies tell us we have done everything they would do and so **** more and they refuse to take us as clients. Nobody can clear out the bugs unless they find the source material and if underground, there is no cheap or easy way to do that. We cant afford that. Pulte doesn't warranty against bugs, but this issue was present before we even took the house and they told us it would resolve and it hadn't. Had they known or been honest, we would have not taken the house. We are asking for help in identifying the breeding source(s). No drains. No food on counter. No spilled mess. We take the trash out 2x/day. I've disassembled dishwasher and garbage disposal and fridge and hvac and washer. The bugs do not appear to be breeding inside. But they certainly have easy access to our home. We need help finding out how they get in. We have traps set inside and outside as well as the forest preserve out back. We've tracked catches per day per trap. They are catching more inside then outside but the lack of a hotspot indicates there may be multiple entry ways.We believe underground because outside traps don't catch many. Of course wind and lack of confined space plays a role, but today 28 inside, 2 outside. No swarms. Phantom phorids

  Business Response

  Date: 10/07/2024

  Good day,

  Thank you for reaching out and sharing the detailed history of the phorid fly issue in your home. I can understand how frustrating and distressing this situation must be for you, especially after taking the necessary steps to resolve it.
  

  Given the persistent nature of the problem and the extensive measures you’ve already taken, it seems crucial to help identify a source. While Pulte’s warranty may not cover pests, I would like to offer a plumbing inspection of your home to check for any possible leaks or other conditions that might be contributing to the problem. Our team can schedule a visit at your earliest convenience to conduct a thorough examination and provide recommendations based on our findings.

  Please let me know a suitable time for you, and we’ll arrange for our plumber to come by. If you have any immediate questions or need further assistance, feel free to contact me directly.
  Looking forward to helping you resolve this issue.