Business Profile

Home Builders

D.R. Horton America's Builder

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Complaints

This profile includes complaints for D.R. Horton America's Builder's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,083 total complaints in the last 3 years.
240 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:01/10/2025
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.
Please see attached summary of the issues.

Summary, forced to sell home with proof of contract to purchase a new home with DR Horton. This was completed and provided. The sales team assisted in selecting a unit that would coordinate my purchase with contract of the sale and occupancy of my sold home. Essentially, ended up homeless and remain homeless moving around as find places, however, work full time from home requiring internet, and remain homeless at this time with no options as of January 17th at this time. Please see attached summary that no effort was made to meet the deadline to the point of a missing wall in a bath as of January 5th (picture attached. I have been lied to and recently learned other have had this issue and provided a full refund. Please attached for further information.
Business Response
Date: 01/13/2025
We appreciate the customer making us aware of their
concern. The division sales team remains in contact with the customer and
explained different options the customer *** select. We, respectfully, decline
the customer’s request for compensation. We look forward to her attending the
Homeowner Orientation on January 14 and closing on her new home January 23, as
scheduled.
Customer Answer
Date: 01/13/2025
Complaint: ********

I am rejecting this response because:
First, per the summary of events, working with DR Horton has put me into homeless status. In addition, it has cost minimally an additional $10,000 to date and even with this response not even an apology for the wrong doing. The last message from *** *** indicated based on the date in late September, the home should have been completed between November 30 and December 30. I had walk through/orientation scheduled on December 30th, ****** changed to January 2nd which I expressed to him that was great as my family would be here to assist. Then he changed the date to January 7th and was a now show. Also no apology just an excuse the email was buried when it was ****** that scheduled. In addition, each of these dates have required time from work. Three strikes was the end. There are too many issues indicating this company is in violation of Deceptive Trade Practices in *******.
i have scrambled week after week to find housing since December 5th for myself and family members over the holidays. This is peak season in ******* for seasonal residents resulting in limited availability and escalated rental pricing. I have over $1000 per week for the last two weeks (a months rent at an apartment). And in regard to them offering options, NONE have been offered.
Other factors, some issues found provided to ****** requiring repair could be the start of bigger issues. Given the lack of professionalism and urgency, lack of customer service and illegal and Deceptive Trade Practices, I am will be expecting a full refund of my earnest money. I WILL NOT BE DOING ANY FURTHER BUSINESS WITH DR HORTON.
Other key factors, other homes that have either not been sold or sold after my contract date have completed homes. I believe, this *** be tied to discrimination against a single female. Through the process of stopping the financial bleeding DR Horton has placed me in, I have learned of others that have had similar negative interactions with DR Horton and they have received full refunds. I would expect the same. I will expect a full refund this week.

Regards,

**** *****
Business Response
Date: 01/14/2025
We have reviewed the customer’s comments, and our original response stands. We have nothing to add.
Customer Answer
Date: 01/15/2025
Complaint: ********

I am rejecting this response because:
I have been calling corporate offices attempting to escalate this issue and am blocked from speaking to anyone but ******* in Customer Care. It is my preference to resolve this with the return of my earnest money. At that point I will make no further contact with DR Horton.
Additionally, ** ***, the DR Horton representative responding to this issue is in sales and marketing. With the violations by DR Horton, it appears she *** be practicing outside the scope of her profession. DR Horton nets over 25 billion a year, I do not believe the return of my earnest money due to violation of the Deceptive Trace Practice law in ******* minimally is an unreasonable settlement.

Regards,

**** *****
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.
I purchased my home in February of 2024 they canceled my home warranty stating I am mentally ill I do not have mental illness and a lawyer *** ******* sent letter
Business Response
Date: 01/10/2025
We appreciate the customer making us aware of their concern. The customer received a letter and email dated September 10, 2024, detailing the events that led to the difficult decision for D.R. ********************** to terminate the home warranty. This matter has been closed.
Customer Answer
Date: 01/10/2025
Complaint: 22781111

I am rejecting this response because:

Regards,

**** *******. Someone reported that I have mental illness and exposed myself to a worker and see things gremlins I am not mentally ill and they were supposed to come in January to fix a crack I have in my driveway that was never sealed when I closed on my home *** ****** a lawyer never responded to my emails I paid slot of money for my home **** a new build snd need touch *** they can not just do this its illegal what is my next step to resolve this issue
Business Response
Date: 01/11/2025
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Initial Complaint
Date:01/06/2025
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.
Dior Horton will find every excuse not to stand behind their home warranties that comes with their homes. Concrete is cracking in garages yards are flooding. Stairs going up to the upstairs level staples are coming through poking people in the feet
Business Response
Date: 01/10/2025
We appreciate the customer making us aware of their concern. The division customer care team met with the customer to review each concern. The concerns are resolved,and this matter is closed.
Initial Complaint
Date:01/06/2025
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.
For the past several months I have been complaining about the drainage issue that exists at my property as well as my neighbors. The ground is always saturated. Your shoes get soaked when walking. The lawn gets torn when mowing. The lawn is now cluttered with weeds from the excessive *********** matter how many times I ask for an update, I get ********** is now going to cost me several hundred dollars, that I plan on charging to DR ********************** for (1) any replacement sod that is required as the mower cannot do their job without damaging the lawn from the saturated ground and (2) the cost to have to lawn treated for the weeds - because of the Bahia grass that is brought in - the cheapest in the area, one cannot broadcast a weed and feed. Weeds must be directly contacted with the chemical so not to destroy the rest of the lawn. Time consuming. I NEED, AS DO MY NEIGHBORS (3 THUS FAR) to have this problem fixed PRONTO - NO ONE wants to wait for the warranty period to be over - - DO IT NOW.. FIX THE DRAINAGE.I demand that DR ********************** eradicate the weeds of cover the cost. NOW not later.There is NEVER an answer to this problem - no one has ever provided a solution.ALO - I have been WAITING MONTHS for the garage floor to be REDONE after the **** poor job the first vendor did. Again, the answer is always "We're waiting for a response". FOLLOW UP - I'd be out of a job - but then again, the vendors they use DO NOT SPEAK OR UNDERSTAND ENGLISH. Today they are a plumber, tomorrow they could be a caprenter.FIX MY GARAGE FLOOR NOW
Business Response
Date: 01/09/2025
We appreciate the customer making us aware of their concern. The division customer care team and our grader vendor met with the homeowner to inspect the landscaping. We explained why the ground was often wet and are working with the *** to adjust the timing of the irrigation system. We also reviewed other areas of concern with the homeowner and are working to complete those repairs.
Customer Answer
Date: 01/12/2025
Complaint: 22770985

I am rejecting this response because: I still cannot accept that the drain in the back is acceptable. I would like the business to meet with my own neighbor who has experience as well with this issue. He was unable to meet during the time frame on such short notice. He has pictures. He, too, is not happy with the result. Yesterday there was a puddle between my and my neighbors yard not near the swale. Also, nothing has yet to be done with the sod on the side yard that is creating a dam.

Regards,

**** *********
Business Response
Date: 01/13/2025
The customer was advised that, as a courtesy, we would treat the weeds in her yard which are impeding drainage in her backyard.
Customer Answer
Date: 01/16/2025
Complaint: 22770985

I am rejecting this response because: A date has not been provided for service. Once a date has been confirmed for service, it will then be deemed acceptable. I want proof that it has been done, etc. DR ********************** is notorious for NOT oing what they say they will or conveniently FORGET about what they are supposed to do.

Regards,

**** *********
Business Response
Date: 01/22/2025
D.R. ********************** is in communication with the customer. All tasks that were agreed to have been completed. The customer is asking for additional work which is outside of the homes warranty. The additional work has been, respectfully, denied.
Customer Answer
Date: 01/26/2025
Complaint: 22770985

I am rejecting this response because:This problem with the garage has NOT been addressed properly. The vendor hat was chosen did sub-par work and did not fix the problem before laying the watered down layer of epoxy so that the cracks and chips are still visible. This is NOT beyond the scope of what should have been done under warranty work. DR ********************** has MANY cases of class action lawsuits against them for their warranty work and sub par construction.

I want the garage floor FIXED CORRECTLY - - anything else is unacceptable for NEW CONSTRUCTION.

Regards,

**** *********
Initial Complaint
Date:01/02/2025
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.
New home build broken seeer line lower level flooding black mold issue request mediation
Business Response
Date: 01/02/2025
We appreciate the customer making us aware of their concern. The division customer care team has been in communication with the customer and explained that the water damages he experienced was due to homeowner neglect, not defect in materials or workmanship. As such, the customers request for service was, respectfully, denied.
Customer Answer
Date: 01/02/2025
Complaint: 22752437

I am rejecting this response because:
I had two plumber contractors out both found the builder to be at fault not poor maintenance, I followed direction of DR ********************** to obtain my own inspection that found builder at fault. The builder refuses to take responsibility and making up main sewer line maintenance for brand new home build 04/2024 with multiple denies of repair. I followed DR ********************** request obtained two contractor findings documenting builder had Main sewer line issues the builder was aware of sense the first finding. The explained camera scoping but had only taking pictures then coming up with multiple excuses instead of fixing the problem.

I have attached both finding by state licensed plumber contractors as requested.

Regards,

******* *****
Business Response
Date: 01/02/2025
May 20, 2024 a plumbing backup was reported and the plumber sent by D.R. ********************** found the cause to be non-flushable wipes in the system. This was cleared by the plumber. May 22 homeowner reported another back-up which was not covered by warranty. May 24 the homeowner reported another repair which was denied due to homeowner maintenance issues. December 3 the homeowner reported a broken water main; D.R. ********************** dispatched a plumber December 6 who determined it was not due to materials or workmanship by the builder but by small objects and wipes being in the system. A courtesy repair was, again, performed on December 11. The customer's requests have repeatedly found no defect in materials or workmanship, rather; homeowner caused plumbing issues. This matter is, respectfully, denied and this case has been closed.
Customer Answer
Date: 01/02/2025
Complaint: 22752437

I am rejecting this response because:
The finding are not consistent with contractor report finding small objects wipes cannot cause cracked or bowing pipe is found per diagnostic video report. Request refund I have gave them months and time to fix the problem I continue receive same response to poor quality and workmanship with worse home warranty.

Regards,

******* *****
Initial Complaint
Date:12/26/2024
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.
*** had several issues and complaints regarding the home. I have also sent in several orders that have not been addressed as of yet. 1. Windows not properly sealed 2. Closets smelling like mold 3. Soffit and shingles ( I was emailed that they will fix ) 4. Behind kitchen stove wall not properly finished 5. Cabinet damaged 6. Several doors in home coming apart 7. Wall outside of home by garage not properly sealed ( after water burst issue from October ) 8. Complained of flooring in loft not leveled 9. Cabinet in loft bathroom coming apart
Business Response
Date: 01/02/2025
D.R. ********************** met with the customer to review all outstanding warrantable repairs. We are working with the customer to have all work scheduled for completion.
Initial Complaint
Date:12/20/2024
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 our new DR ********************** home earlier this year. Prior to closing, we had a 3rd party inspection done where they identified many issues and we were assured these issues would be resolved. One of the issues was regarding the grading of the yard (we are not the only ones, many of the individuals in the neighborhood are struggling with the same issue. We have flooding and standing water for days when it rains. It is awful. The builder has came out a few times and states each time that the issue is because we had a fence installed. However, the inspection we had done was on 02/02/24 where they identified that those areas were at risk. We have documented emails and even a copy of our 30 day list that we submitted showing that we were wanting to get this issued address. All this to say, our fence wasnt installed until May 2024 so its not possible for the fence to have caused this issue. Even stating this to the builder, they continue to say its because of the fence which again does not make sense as we had been reporting this issues months prior to a fence being installed. We would like to escalate this issue and have our yard regraded and corrected as we were told these issues would be resolved and thats why we agreed to close. Its been almost a year and the builder is refusing to correct this issue and still blaming it on a fence installation that was done months after our initial complaint.
Business Response
Date: 12/24/2024
We appreciate the customer making us aware of their concern. The division customer care team worked with our vendor partner to evaluate the grade of the customers yard and compare with the approved grading plan. D.R. ********************** is in communication with the customer to bring this matter to closure.
Customer Answer
Date: 01/03/2025
Complaint: 22712609

I am rejecting this response because:
The business did contact us and state they will call us back to discuss but not until after the holidays. We have yet to hear back from them.

Regards,

****** ******
Business Response
Date: 01/03/2025
Many employees are not returning from the holidays until January 6. We appreciate the customer's patience during the holiday season.
Initial Complaint
Date:12/18/2024
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.
1)Can see that there are stucco cracks above some windows causing water to enter when it rains. 2) noticed a slight bulge in the drywall where it meets the ceiling above one of the leaking windows. Two windows up stairs and 1 downstairs.3) We have a cracked tile downstairs in the great room, as well as one in the bathroom upstairs. 4)cabinets in the kitchen is splitting on the side. 5)The carpet in one room as well as the open area upstairs got saturated due to the windows leaking water. 6)Two places downstairs the baseboards are starting to seperate from the wall almost looking warped. Could possibly be from water damage. 7)One room door upstairs has become warped. 8)The sliding glass door has some rusted screws from standing water because water is not draining from the track.9) The hallway bathroom tub is also cracking. 10) Outside left side of the home is creating a bulge at the button. 11) Home came with an irrigation system controller that was taken from the property by the company without any notification and we have reached out out multiple times to receive our controller.
Business Response
Date: 12/24/2024
The homeowner experienced some water intrusion resulting from Hurricane ******. While not a warrantable repair, we dispatched our vendor partner to seal stucco cracks and check all windows for caulk cracking, and repair as needed. We have scheduled a meeting with the customer for January ******, to review each of the concerns in her complaint. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/26/2024
Complaint: 22697565

I am rejecting this response because:
issues have not been resolved.
This will be accepted once repairs have been completed.

Regards,

******* *******
Business Response
Date: 01/02/2025
D.R. ********************** met with the customer to review all outstanding warrantable repairs. We are working with the customer to have all work scheduled for completion.
Initial Complaint
Date:12/13/2024
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.
I contacted DRHorton regarding an issue I was having with my subfloor. They referred me to a warranty company and sent out an engineer. The engineer came out and heard the noise my floor was making but told me I would have to pull up my whole carpet at my own expense in order for them to see the problem. It was obvious that there is an issue with my floor as there is loud noise everywhere you walk. It is over my garage area and I am worried it will collapse. Just another ploy for them to not pay a valid claim. I do not have the money to take up my carpet. I will never purchase a home from them again the worst builder and very poor customer service. They did my one year walkthrough and never came back to do the repairs.
Business Response
Date: 12/23/2024
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and is actively working to ensure this matter is appropriately resolved.
Customer Answer
Date: 01/02/2025
Complaint: 22684131

I am rejecting this response because: They came out to my house on December 30, 2024 and basically said it was normal for my floors to be squeaking after the house being built only 4 years ago. They said it was an easy fix but yet are not going to do anything about it. I told them that they never came back after the one year walkthrough to fix the issues with the house still no response about that. The worse builder ever. Very poor customer service.

Regards,

**** *****
Business Response
Date: 01/10/2025
D.R. ********************** is in communication with the customer to schedule an appointment to fix his nail pops and inspect the floor squeaks. D.R.********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:12/12/2024
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.
Bought a home from DR *********************** closing date 12/20/23. America's builders, delivering top quality homes since 1978 to homebuyers. Not sure which buyers are getting the top-quality homes from DR *********************** because it's not me. I've been trying to get the warranty office to take care of the issues they know was caused from shoddy work. Some things they have fixed, some they haven't completed yet and others they totally refuse to complete, because they are telling me that it doesn't fall within the warranty. Upon closing I thought I bought one of those top-quality homes, but to my dismay I did not. I bought a LEMON! I had an inspection completed 11/8/24 and provided the warranty office with the report. It's been more than a month and there are still items pending. My window closes on 12/19, and I would like all items on report addressed. Especially the roof where there are several crack tiles, workers took them out of the box cracked and placed them on the roof anyway, windows that are missing the beam in the middle that prevents them from bowing and *****/Soffit/Fascia - Seal Edges/Gaps along the entire front porch. Some of the flooring is also hollow, because the foundation was not prepared properly. I need DR ********************** to back up what they say with action.Since being in this home 1. All smoke detectors had to be replaced (electrical shortage). Hopefully I won't have electrical issues down the road.2. A front window wall had to be resurfaced; measurement was off preventing blinds from fitting properly.3. Under sink leak, because faucet was not installed properly, internal cabinet damage and they just put some wood to cover it up because the other option would have been tearing down the entire island.4. Doorknobs falling off because workers didn't spend the time needed for correct installation.
Business Response
Date: 12/19/2024
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and our vendor partners to ensure appointments are scheduled at mutually agreeable days/times. All warrantable repairs requested through our online system, *************************************************************************, will be appropriately resolved. All requests for warranty service should be submitted prior to the one-year anniversary of the homes close of escrow.
Customer Answer
Date: 12/19/2024
Complaint: 22676558

I am rejecting this response because: I've been submitting warranty tickets since the beginning of the year, some were completed, and others were not. They even told me that some were not going to be completed because it was not covered in their warranty guide. What guarantee do I have that they will do what they say they are going to do?

Regards,

***** *******
Business Response
Date: 12/19/2024
D.R. ********************** and its vendor partners have appointments scheduled with the customer for 12/23 (window) and 12/27 (painter). D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved. The customer can find a copy of the home's warranty on the company's website at *************************************************************************************.
Customer Answer
Date: 12/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I'm reluctantly accepting their response. Won't know if solution would be satisfactory until after work completion.

Regards,

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

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D.R. Horton America's Builder is NOT a BBB Accredited Business.