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 Find Local Branches.

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• 

  D.R. Horton America's Builder

  1341 Horton Cir Arlington, TX 76011-4310

• 

  D.R. Horton America's Builder

  13020 State Highway 191 Ste A Midland, TX 79707-1586

• 

  DR Horton

  4500 S. Lakeshore Drive #601 Tempe, AZ 85282

• 

  D.R. Horton Inc.

  1356 Beverly Road, Ste 300 Mc Lean, VA 22101

• 

  DR Horton

  20410 N 19th Ave Ste 100 Phoenix, AZ 85027-3596

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:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I purchased a home from DR ********************** in Feb 2021. From day one, I had a terrible customer service experience with DR **********************. Some of the issues we found during pre-closing have not been resolved until now (even after 1.5 years) but they promised to take care of those within 90 days. For every issue, they give lame excuses and try to escape from them rather than fix it. For example, my windows are leaking cold air in the sides during winter which seems to be odd for me in a brand new home. But they tried and convinced me that the window air leak is normal on any windows in our region. I got tired of dealing with them and kind of accepted it. There are a couple of items from my pre-closing inspection still open and they are not fixing it. 1. Bathroom sink - Had a couple of scratches on my bathroom sink, they mentioned they will try to repair or replace within 90 days. Now it is almost 1.5 years (I have been asking about this several times, made several calls etc.,) and now they are saying their seller not selling this sink model anymore. When I asked to get from a different place and install it, they are saying they are supposed to get it only from that one seller. Even though that model sink is available in the market they are not ready to replace it, just give lame excuses and try to escape from this. They promised that they will replace and now they are trying to lame excuses. 2. There are some cracks on my driveway/garage concrete which was also noticed during closing.. still haven't been taken care of. I am tired of making phone calls and sending texts to their supervisors. They just don't seem to help resolve the issue, but all they do is try to escape from the situation... Not only this, for every issue that has been take care of until now.. either not very well done or give some reasons. A very horrible builder... for customer service experience

  Business Response

  Date: 08/31/2022

  We appreciate the customer making us aware of their concern. A division representative has reached out to the customer to assist with the matter.
  
  Our supplier no longer makes the type of vanity top that was originally sold. We are upgrading the top from a cultured marble top to a quartz top of similar color.  The top is on order and will be installed after it is received. 
  
  There are two areas of flooring to be addressed and the customer confirmed an appointment for September 7 for the repairs to be made.
  
  The customer reported a window leak issues but none has been found.  We dispatched the window manufacturer and our energy rater who have each examined the windows and found no issues.

  Customer Answer

  Date: 08/31/2022

  Complaint: 17767956
  
  I am rejecting this response because:

   

  The builder has responded to the window issue as "The customer reported a window leak issues but none has been found.  We dispatched the window manufacturer and our energy rater who have each examined the windows and found no issues."

  This ("none has been found") is a false statement from the builder. I totally disagree. They have agreed the fact the window is leaking cold air, but they said it is normal to have window leaking air.  
  

  Builder representative and window maufacturer did examine the windows and explained to me that based on the direction of the wind it is normal to have window leaking cold air. I wanted to make the statement clear that builder has agreed to me on the air leak, but said nothing can be done to fix as this is quote normal on every home.

  If this quite normal on a brand new home to leak air on the windows, I can live with it. 

  Infact I remember another incident to share. I had  insulation problem with my master bedroom (use to be ***** degrees colder than other part of the home in winter). Builder kept on saying everything is normal.. adjust your vents etc., After several complaints and mutiple phone calls of several months, they finally found insulation was missed out on top the garage with a gap which is the cause of the master bedroom getting colder.  It took several months for them find and agree the issue, finally I am glad they fixed that. 

   

   

   

   

  
  
  Regards,
  
  *************************************

  Business Response

  Date: 09/01/2022

  The windows have been examined by both the manufacturer and our energy rater. Each have found no issues. Accordingly, there is no repair to be made and this case is closed.

  Customer Answer

  Date: 09/01/2022

  Complaint: 17767956
  
  I am rejecting this response because:

  When they were able to pass the energy test even with the insulation issues on the master bed room (which was a surprise to me how they passed), there is no doubt these window issues will set them back on the energy test. I am sure they will pass all energy test with no issues. 

  I will keep this open until the sink is replaced. 

  Regards,
  
  *************************************

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The DR H31**3533383231303333H experience began very pleasant with loan *********************************** We communicated with him on a weekly basis to keep him updated in the buying process until a pre-approval stage was reached. We visited three locations to be known as ********************** Gate & Parks Edge to determine which location would be suitable moving forward. Of the three; Parks Edge was chosen so we began to tour the community more often accompanied by our realtor ***********************. During the process we met 1 of the reps of ********************* ***********************. We began to share with her our needs and/or interest and that we needed to be in a home by June 30th as our current lease would soon expire. Things seemed to be progressing toward a purchase in the upcoming community. After touring several H323332353133****3831H on Tuesday May 3, 2022, my wife and I came to an agreement of a home for us and there appeared to be a possible purchase for the Holden model. The following day we left ******* money of ******** with coworker; ***********************, for the purchase of the home that was agreed upon between my wife and I. There was no follow up from ***********************, so my wife reached out to her a few days later to learn the home was sold days before and we were never notified until my wife reached out via phone. Following the call with *****; she then invites us back out to view what she currently has available as our pre-approval is now available and we are ready to put a contract down on a home. Informing our Realtor (*****) that we would be heading to the community, she then shared that she was also in the community and awaiting our arrival and that she, our loan officer and ***** had found a home they thought may suit us, but we needed to see it before a contract was put on the home. The home was the ******* priced out in comparison to the Holden. The terms were set forth by *****, ************************* and our realtor. We arrived about 12 mins later to the office where ***** shares with my wife the same information that our Realtor had previously shared. She then asks my wife to maybe consider to wait on a Holden as 1 should become available in 3 months. My wife then reminds her that we dont have 3 months. She next asks if we had temporary housing for 3 months. My wife concluded that was not an option. She then shows my wife where the house is located. As we proceed to head over to the home ***** then texts our Realtor and says she just sold the home for cash before we could even see it. In concern of this, we head back over to the sales office and we were told to wait as she (*****) was finishing up paperwork for the sold home. When finished my wife inquired about the sale of the home. Rudely, ***** answers, This is real estate honey its 1st come 1st serve. Unbeknownst to us we had no idea there was a buyer who was there prior to us. We felt totally blind sided and disappointed. In the call to us we felt that There was a lack of integrity to us due to the way the house was sold. We felt there were certain factors that we assumed were key in this process yet none of it was done. 1. A home was suggested to view from the sales agent and Realtor with the loan officer in the loop to be certain the finance portion was in place.. 2 We arrived in a timely manner ( 12 minutes) to be exact . 3. We had the pre-approval. . Why weren&#**;t we given the fair chance to purchase this home? After returning to the sales office; our Realtor began to ask ***** of the previous conversation ; ***** told her to be quiet and that she wasnt helping. Our realtor inquired of the for sure sale she said shed just completed and she says, its none of her business and she had proof of the sale. In total dismay, we request the return of the ******* money check and we leave. Our realtor was being yelled at by ***** and at that moment it was just not a good time to converse any further. After my wife and I conversed and after careful consideration, I return to speak to another sales associate *****************. ***** approaches me beginning to voice her frustration from the earlier situation. I myself felt that my wife and Realtor had been disrespected and they were whom she needed to apologize to. She then shares rudely that she and our Realtor had some past issues and she felt like she needed to protect herself and that I could go to someone else in the office or even find another H313337**373636303335H. To avoid confrontation as she continued to cut me off I shared that I had let her speak and that I deserved the same courtesy. Totally tired of her disrespect, I then retreat and connect with ***************** due to things at that time seeming to be going ok with him. We ( myself and the realtor) go to speak to bj and he shows us several H323332353133****3831H thatll be available within 30/60 days. He states that he has to go over H323332353133****3831H with his colleagues to review what has been sold or newly listed in inventory. After waiting for the weekend on a update for Monday , we were informed that sales rep ****** was out of town until the the end of the week.. I then speak to him and request a list of available H323332353133****3831H he has to view.. He then sends it to me..Following this we Again attempt to go with our Realtor back to the subdivision on Wednesday. When we arrived at 6:45 the sales office was open but we didnt see anyone inside. We then reached out to ***************** to see if he had any options on viewing the H323332353133****3831H in his absence with our realtor. He referred us to ***. So we went to the nearby neighborhood to see if we could locate her, finding *********************** showing a home to another couple; we then inquire about the H323332353133****3831H BJ sent to us. We then asked her to open this particular home, she stated she didn&#**;t really have time and that she needed to meet her family for dinner. I then interjected that we had arrived before closing and customer service was key. She then opened the door and showed our realtor how to lock the door as there was only 1 key and she could not leave it due to management requirements. I then asked to view the houses I&#**;d seen available in the listings and then she proceeded to announce she was feeling threatened by myself and my tone of voice I was using as I was asking that customer service value be exhibited. I then ask if she could open the other 2 H323332353133****3831H as it was not yet 7pm and the office had not yet closed. She proceeded to say she had to leave for dinner with her family and that there was not enough time. I then shared that due to the lack of integrity and customer service I would be contacting upper management to report my experience. She then shared her husband was in upper management. I then began to stress about customer service again, as she calms down she takes a look at the list only to find that the other H323332353133****3831H were still in construction and actually no key was needed.. had she taken time initially to view the list we could have alleviated the stress.. Following this ordeal; We proceeded to reached out to *****************; met him at the local office. When he arrived I opened the door to greet him, as I was getting out he stated not to get out that he was going in and get his computer. After getting out I began to H343236**313637313533H that every time we came we could go into the office and we were not going to do house viewing outside in the heat. We desired to be treated just like everyone else and allow us to go in view the H323332353133****3831H then go view whatever models were available . Yet that was not the case. A verbal altercation ensued. He then gets in my face as we exchanged words.. I ask him to step back out of my face he refuses then I push him out of my space as now I feel threatened. He also invites me across the street to handle what he thought was the issue. To meet me away from the office. The other reps then come outside yelling that they were calling the police and then ***** shared they were instructed that if my wife and I revisited the community the police needed to be called per management. But why? Led alone we were never notified nor was our realtor about not returning. ** himself said nothing.. He began to say he was protecting his ladies.. This was definitely getting worse by the second. Finally The cops arrived. ***** and *** videos the incident sharing the footage with the police officer. Officer ****** Once he reviewed the footage he came back out to share that a assault call was made and this is why he came out. . He then shared no assault had taken place and that he saw the video of ****** jumping around in my face and me using safe force to get him out of my space. After the officer arrived his ******* arrived shortly thereafter. He also concluded that there was no assault and that it was self defense; they actually teach this in the police textbook he stated. The last words from the office sales reps were via Officer ***** that we will never be able to purchase in this community ! And to never return.

  Business Response

  Date: 09/01/2022

  D.R. Horton is an equal housing opportunity builder and takes claims of discrimination very seriously.  We have carefully reviewed Mr. ******* allegations and adamantly disagree with his position as outlined in his Better Business Bureau complaint. 
  
  Due to Mr. ******* aggressive and threatening behavior, the sales personnel on site believed it necessary to request police intervention. Upon review of the police report in this matter,D.R. Horton stands behind this decision and adamantly rejects the premise that any actions were based upon discrimination.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought home on 9/16/2021 and was told we had a warranty on home appliances. We followed the directions of the gentleman about the 3,6, and 11 months. We requested 6 months service on oven stove top and water sprinkler, *** came out told us to contact Whirlpool for oven stove top issue they sent Premier Appliance Repairman ***** out. ***** took a photo of our closing statement to send Whirlpool and three weeks later he said he would order the oven stove glass top to replace the crack that was a manufacture defect. This was supposed to only take two weeks. A month pasted and I was told he could not order until DR ********************** approved it because the warranty went out in May when the oven stove was installed. I again filed a service request for 11th month repair and this time a *********************** contacted me. He said he would handle the issue and again he contacted me and said he couldn't help because management didn't approve it. I feel I have been LIED to and RIPPED OFF.

  Business Response

  Date: 09/06/2022

  We appreciate the customer making us aware of their concern. The division customer care team reviewed the warranty history for this home. There was no note on the Pre-Occupancy Punch List for a crack in the glass cooktop and no warranty claim submitted until the 11-month list. D.R. Horton cannot accept responsibility for the damage to this glass cooktop and; respectfully, denies the request for repairs or replacement.

  Customer Answer

  Date: 09/06/2022

  Complaint: 17794485
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 09/07/2022

  Complaint: 17794485
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a house from DR ********************** in ************** *******. First, they delayed the closing for 4 months, and when it closed March 2022, all screens were missing from the house, which is essential for *******. When we closed end of March, we had exception letter saying the screens will be there in mid April. Now it's end of August and still no screens at all. However, there are houses who are built and sold later and got the screens. Since we paid for it already, they don't care anymore, we have been keep asking many times, I got no response back or simply saying back ordered.

  Business Response

  Date: 08/31/2022

  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 address the matter. Screen installation is scheduled for September 20.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DR ********************** has taken our money for our homes ($350-$500k+) and left our community in shambles. I addressed this with our HOA while construction was still in full force and was promised all items would be address before DR ********************** pulled out of the community, but that was a LIE! Road- Paint stained, concrete splattered, oil ridden, chunks of pavement missing from our neighborhood street.Concrete swells- Our concrete swells are cracked, chunks missing EVERY 12 inches throughout the entire community. Neighborhood Entrance- irrigation system has NEVER worked. Builder plants that were supposed to be warranted and replaced by the builder, are STILL missing.Pipes- Some type of pipes STILL sticking 8 feet straight up into the air. Damaged and exposed.Community Landscape- Every inch of sod at EVER home was GARBAGE! Not one house was properly leveled and laid. Common Area- Where sod or some type of landscape should have been addressed has been neglected and now OVERTAKEN by weeds and leftover construction materials.DR ********************** needs to finish their job! They have multiple communities within minutes of us that have lower price points that have been cared for far better! Dont get me started on the physical construction of the homes and and their employees. Garbage work, water leaks, building materials falling off, inconsistent work, terrible tile work, months and months of delayed repairs. Someone comes to address my AC and falls through my ceiling. Terrible electrical work. The least they can do is leave our community in good standing before they withdrawal from it.

  Business Response

  Date: 09/01/2022

  We appreciate the customer making us aware of their concern. We found no active warranty requests for the customers home. The division customer care team drove through the community to inspect the customers concerns and found:
  The markings on the streets are from recent utility location markings. 
  The unfinished areas are developer owned and considered Service easements. 
  The pipe identified is a vent pipe is a sewer marker and will be removed.
  The irrigation system is operating in all zones and every head is active; only minor maintenance is required and the *** is responsible for that. 
  The "concrete swells" are the curbing which has some wear and tear. All curbs were repaired prior to the community being closed out. Roads and curbs are now the responsibility of the local municipality to maintain. 
  The weeds/grass needs cutting around ponds and access areas and is the ***s responsibility to maintain.
  Pine straw needs to be refreshed in plant beds and that is the ***s responsibility to maintain.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Front entrance foundation is in bad condition. This property was build two years ago. Also heat and air conditioner doesn't work properly in all bedrooms. DH Horton do not answer to warranty mesaages

  Business Response

  Date: 09/01/2022

  We appreciate the customer making us aware of their concern. A division representative reached out to the customer June 15, 2022 and let her know that as the original closing on the home was May 29, 2020, the home is no longer covered by D.R. Hortons one-year warranty. As such the request to repair the entrance and **** is respectfully declined. The **** concern may be covered by the manufacturers warranty and the customer may call any repair company that is certified by the installer.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2019 & August 2022 $468 was paid to repair the roof due to all the nail hole taht was left in the roof. $625 was paid due to builder designed of the roofing and siding, The water is running behind the siding and underneath the flashing into the attic and family room.The builder refuses to acknowledge that their a flaw design in the roof and the siding. Therefore, we have no other choice to file a dispute against this builder for shotty construction.They never took ownership of solving the problem. We would like for D R Horton President to acknowledge flaws in their building practice and provide a better warranty to their homeowners. It's awful they charge so much and refusing to come back and do the necessary repairs. Note: Photos can be provided if needed.

  Business Response

  Date: 08/25/2022

  We appreciate the customer making us aware of their concern. The customer originally closed escrow on his home September 11, 2015. The warranty for materials and workmanship ended in 2016. He notes he paid for roof repairs in 2019 and 2022, after the warranty period ended. The repair is considered to be homeowner maintenance and we,respectfully, decline the request for replacement.
  

• Initial Complaint

  Date:08/25/2022

  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 submitting the complaint due to the Granite that was install on the Kitchen Island, the Countertops in he kitchen and all the bathrooms. I closed on the home on 02/24/22 and actually moved on 03/09/22, within (7)days a white spot appear around the rim of the face bowel in the Master's Bathroom. I met with *******, the Sales from Metro *************** on 03/17/22 to discuss the rust stains on the Kitchen Island and the white spot in the bathroom, ******* did take a snapshot of the white spot. The following week, I received a call from ********, the Office Manager with Metro *************** to schedule an appointment to replace the Granite on the Island and no approval for the Granite in the Master's Bathroom.I filed a warranty request, in which I had in-home meeting with *******************************, the Customer Services Area Manager and *******, the Sales Rep. ***** observing the Granite in the Master's Bathroom, ************************ agreed to replace the Granite under the warranty. The work order was scheduled on 07/12/22, whereas the Installer inform me on the arrival that the (2) pieces of Granite was not identical. The Kitchen Island was of a shiny texture and the Master's Bathroom of a different texture but of the same patterns. Prior to this, I was promise by ************************, the Granite for both areas would be cut from the same SLAB which they are different. Is this not a new home which was recently purchase with D R Horton under warranty??Let's go back to the first (14) days , I discuss issue with the Granite with the Sales **** ******* from Metro ***************. The entire Granite in the home had a very cloudy background which look like the Sealer was left too long. *******'s answer was that, I love it. This my home and someone has mess up the Granite. If mistakes are made by the Sub- Contractors, they needs to correct it. Its not the fault of the homeowner.

  Business Response

  Date: 08/31/2022

  We appreciate the customer making us aware of their concern. The division customer care team has been in communication with the customer regarding the granite in her home. Being a natural stone, granite will have imperfections and variances in colors and shades. This was explained to the customer. As a courtesy, we agreed to allow the customer to select a slab of granite from the vendors warehouse. The selected slab was used to replace the granite in her home. She was not happy that the slab she selected did not look the same in her kitchen as it did in the warehouse and is asking for another replacement. We offered her our builders discount if she would like to purchase new countertop and she declined that offer. There is no warrantable work to be completed and this matter is closed.

  Customer Answer

  Date: 09/01/2022

  Complaint: 17757616
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  Customer Answer

  Date: 09/01/2022

  Complaint: 17757616
  
  I am rejecting this response because: Had the *************** contracted with D R Horton  installed the Granite Level 1 correctly, then I wouldn't had went through all this unnecessary stress. This has nothing to do with the stone itself. Again, the Granite Sealer wasn't  seal correctly. Why should I have to pay the ***************  funds to be re done, whereas it should have been done the first  time. Yes, I did go the *************** and the person did show me a Level 1 Granite which is in my contract. What on the counter doesn't  look like what on my counters in the kitchen and bathrooms.I am able to submitted pictures of the Granite. The installer that can out to home, ask me what happened to the Granite on the Counters in the kitchen. My answer was, the Granite on the Countertops was like this when I moved into the home. I noted this problem with *** on the walk through and again with ***** the present Superintendent

  
  Regards,
  
  *************************

  Business Response

  Date: 09/07/2022

  The division customer care team is in communication with the customer and met with the customer at her home. We agreed to seal her current countertop granite as a resolution for this matter.

  Customer Answer

  Date: 09/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint in regards to the Bonus Room that is located on the 2nd floor of the home.There seems to be a continuous movement in the center of the floor when walking in the middle of the room.In the past months, three warranty requests was submitted and the problem still exist due to them not sending out the persons needed to fix the floor correctly. I submitted a warranty request on 06/21/22 with no reply.Due to this, I had (2) Floor Specialists the week of 06/20/22 and their findings was very similar as to what was possible causing the movement in the center of the floor. The floor specialists emailed their findings the end of the week. later that week, I called in an Architecture Engineer and his statement was similar due to the needing of the Truss Blueprints to clarify which ( Beams) was causing the movement in the center of the floor.I emailed *******************************, the Customers Services Area Manager, the (2) letters from the floor specialists with their findings and received an urgent email back to have an Engineer come out soon as possible which didn't happened. My Architecture Engineer and I was willing to meet at their location. Its seems like they are trying to avoid fixing the problem which was caused by their Contractors, Sub-Contractors and Inspection Officers who signed off on the home. Per conversation with ************************ on 08/03/22, I would be receiving a call from him by the end of the next day which was 08/04/22 with an appointment in the home. I received no call from him. I made my final call on 08/05/22 in which I left a voice mail and submitted an email in regards to this on going problem. As of today, 08/23/22, ************************ or anyone in the **************** has reached out to me.. This has on going problem since the end of 03/22. Maybe, I should have read all of the reviews online before I actually signed a contract to purchase a home with D R Horton and his crew.

  Business Response

  Date: 08/25/2022

  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 address the matter. The engineer has scheduled an appointment with the customer for September 7 at 11:00 a.m. and any required next steps can be determined after that appointment. D.R. Horton is committed to resolving all warrantable items.

• Initial Complaint

  Date:08/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We found a home in ********* time frame in Southshore bay and signed up for it. A month later DR ********************** comes back and tells us the price of the house has gone up 30K. They gave us an option on another house (same model but not on a pond like the original home) and told us we had 24 hours to decide if we wanted it. Feeling pressured we put ******* money down on this house. Fast forward to August and we found another DR ********************** house in a development about 2 miles away from Southshore Bay called ***** Bay. This house is the model and location we want (on the pond) that fits out budget. We asked to transfer to that new house and have been told that we cannot transfer because we are too close to closing. This was not made aware to us. Furthermore, upon speaking with the area manager today he told us they would never allow a transfer like this because the new house won't be completed for several months. Everywhere we turn it is always no we cannot do this or that is not possible. DR ********************** is trying to force us to buy this house or keep our ******* money that is 15K. Being a member of the U.S. military and a first time home buyer, I feel as if I am being walked all over so that a corporation can make a buck.

  Business Response

  Date: 09/02/2022

  We appreciate the customer making us aware of their concern. Our division office has confirmed that we will not transfer the customer to a different home. Cancellation of his existing contract will place his ******* money deposit at risk.

  Customer Answer

  Date: 09/06/2022

  Complaint: 17752827
  
  I am rejecting this response because:

  No where is it written that we cannot transfer to another house. So either refund the ******* money or allow me to transfer and buy a house from you. This is unreal that you would treat an active duty service member with such disrespect. No one has reached out and it takes over a week to get a two sentence response from you guys? It is obvious that you really don't care about your customers. You build mass produced houses the ******* way and s**** people over.

  
  Regards,
  
  *************************

  Business Response

  Date: 09/08/2022

  The customers concern has been reviewed by executive management and the decision that was communicated to the customer stands. We remain committed to providing the customer with the home he is currently contracted to purchase and are working toward the closing of that home.

  Customer Answer

  Date: 09/08/2022

  Complaint: 17752827
  
  I am rejecting this response because:
  
  Refund the money because I am not purchasing the house. No where in any contract is it stated that I cannot transfer. I have now been given four different excuses as to why I cant transfer. This tells me that there is no legitimate reason as to why I cannot move properties. If they refuse to return the money they will be sued. 
  
  

  Business Response

  Date: 09/15/2022

  A real estate contract is an agreement to purchase a specific property. The customer failed to close on the property he agreed to purchase resulting in the contract being terminated and forfeiture of his ******* money.  This case has been closed.

  Customer Answer

  Date: 09/15/2022

  Complaint: 17752827
  
  I am rejecting this response because:
  

  The contract never stated that I was not able to transfer to another property and buy that property. I never cancelled the contract YOU did. So you are in breach of the contract and need to return my 15K. You sold the house for 21K less to someone else and I did not sign a termination agreement. Another violation of the contract. It is absolutely disgusting that you would treat a member of the ************* Air Force this way. This company has THE lowest reviews and among the most complaints of any home builder in the country. It is no wonder that employees are leaving in droves, morale is in the tank and your home cancellations are through the roof. Expect a letter from an attorney and the ********** of **********************************************************************

  Business Response

  Date: 09/16/2022

  The contract was for the sale of a home at a specific address. Transferring is at the discretion of the seller. The contract was terminated due to the customer failing to close on the scheduled date and the ******* money was retained consistent with the terms of the contract. This is a closed case.

  Customer Answer

  Date: 09/16/2022

  Complaint: 17752827
  
  I am rejecting this response because:

  Show me where it says "at the discretion of the seller" You transfer houses all the time. So why are you discriminating against a member of the military? Why are you not doing the right thing? What happened to caring about your customers?. Maybe I need to take this to the ***** ******** and let them show the people of Tampa Bay how DR. ********************** steals **** Military member's money. You have a week to transfer the money or refund it. Otherwise when it is referred to the *** it is out of my hands and you can take it up with the federal government. That option will cost more. 

  Regards,
  
  *************************