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:07/28/2022
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 signed a contract in February for a house that would be completed in May 2022. Once we moved to Texas, the builder and representative stated the house maybe completed ******/ July 2022. During that time, nothing was being done to the house for almost a month in May. Lasted they said the home will be ready estimated for August 5th. We reached out again this week and the builder said he is not sure when the home will be done and that the water heater will be ordered 30 days after the plumbing is in the house. This will take us into September/ October timeframe.
Business Response
Date: 08/05/2022
The sales manager has been in communication with the customer and is assisting to have her concerns addressed.
Thank you
Initial Complaint
Date:07/28/2022
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 closed on a DR ********************** house in Dec 2021. They built the house, prepped the land and laid the sod. I live in a community with an HOA run by ****************** Solutions, but the ***** of ********* is still in house with DR **********************. This week I received a Violation notice stating Broadleaf and/or weeds in turf. I have building materials and rocks still all in my yard from DR **********************. This sod was laid by a DR ********************** sub. They approved this before I even bought the house. Parts of my yard hold water for days after a rain because of the grading they did. How am I getting a HOA violation notice for sod that DR ********************** laid and approved of, by a ***** of ********* that is made of DR ********************** employees? I currently pay TruGreen to try to kill these broadleafs and weeds, but this wont be a few day turn around. Hopefully, maybe in 2-3 years. Sounds like DR ********************** is trying to scam homeowners by giving us bad sod, then attempting to set up a situation for a potential lean against our house when we cannot comply. They need to be investigated.
Business Response
Date: 08/08/2022
Landscaping is not warrantable and is the responsibility of the homeowner after closing escrow.

Customer Answer
Date: 08/08/2022
Complaint: 17633090

I am rejecting this response because: Ill just maintain my weeds as called out in the covenants since thats how I received the home. Thanks for the trash yard. Very stand up of the company, but I wouldnt expect anything less.

Regards,

*********************
Business Response
Date: 08/09/2022
We have reviewed the customers comments and our original response stands. We have nothing to add.
Initial Complaint
Date:07/28/2022
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.
Bought our new home from D.R ********************** 3 months ago. Before we moves in they had their sod contractor throw down completely dead sod. The sod came to life in some places but the roots did not grow down into the soil. The water from the rains got under the sod and washed out the dirt under it. Large deep craters, gouges and holes developed and made anywhere in the yard unsafe to step on. Front, side and back yard. I contacted our area superintendent about the issues. After a month of messing around and not getting any results, he finally informed me I had to file a warranty complaint.I filed the warranty complaint with the local office. Heard nothing for weeks. Finally someone from the local office got a hold of me and informed me I had to go through the superintendent again..This whole time our dirt erosion are getting worse.I finally get a hold of the superintendent, he messed around for another few weeks before finally having a landscape company come and scare our land down to dirt and remove the sod that was laid before we moved it.It has now been several weeks without sod and the erosion issue is back and 3 times as worse as it was. The gourges and holes are back and worse then before. The dirt under the ** pad is washing out. Our superintendent is aware of this. I am calling our superintendent daily. At first he was telling me he was working on it. Now he's not answering my calls at all.I have tried calling the local office again with no response.I have 2 young kids and a dog and I can't let any of them outside into the yard because it's not safe. My yard is completely unsafe and washing out and potentially creating bigger issues and they are not doing anything about it. I just want a yard for my kids and dog and myself to be able to use.I spent ALOT of money on this house and am trapped inside of it. This is not fair to me and my family.
Business Response
Date: 08/05/2022
We appreciate the customer making us aware of their concern. The lawn work was completed on 8/4/2022. The customer has been advised to continue to water the lawn for the next 2 weeks to ensure it roots.
Customer Answer
Date: 08/08/2022
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:07/28/2022
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.
After closing on my home on 7/18/2022 in the morning/early afternoon, I decided to drive to home and arrived in the late afternoon. Upon arrival, I realized the gutter and wall were hit and the gutter was bent. I still saw the home with painting issues, the home was never cleaned prior to closing. and rocks/debris all over the front porch and the driveway. I brought this to the DR ********************** realtors attention immediately. Furthermore, the electrical panel doesnt properly close and the refrigerator is missing a glass shelf and it had snails in the refrigerator. The home was full of crickets and wolf spiders. I cant even move in yet until I could get pest control out there. The realtor never disclosed the garage wouldnt have a motor to open and close it, meaning I would have to manually close/open the garage. The DR ********************** realtor advised me to submit a request on 7/18/2022, because once the homeowner closes, it is out of the superintendents hands. This is unacceptable. This need to be rectified immediately. I will never recommend DR ********************** to anyone and my realtor advised her realtor associates not to as well.
Business Response
Date: 07/29/2022
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 all of her concerns.
Initial Complaint
Date:07/27/2022
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 purchased a house from DR ********************** in 2020. Had several problems with the company itself during the application process (Financial person from DHI Mortgage informed I was approved for a USDA loan and after a month told me I was not. Changed to another person that was rude through the process, did not explain we needed to schedule a wire transfer for the down payment, did not provide the correct amount, making me spend more money with an emergency transfer the date I signed the purchase paperwork otherwise I would not be able to move). DR ********************** did not inform me about the day and time of the second walk through to the propriety, and I ended up not checking all the details that needed to be fixed from the beginning. They did not fix any of the issues with dry wall or pain. Fast forward, DR ********************** promise to come over after a year to fix any issues with the house. This claim was filed back in February. A month latter and nobody reached me to schedule it. After complaining, they decided to come and informed they scheduled their visit, without previous notice to me. My wife requested the day off to stay home. They did not fixed all the problems they were supposed to. It is July 27. I closed in this house back in March 23, 2021, the one year warranty walk through was scheduled for February 2022, and my house still look like a construction site:- Still missing paint. All spots that were "fixed" by dry wall are still waiting to be sanded and painted - Paint color for the house no longer exist and they will use whatever match they can (words from one of the 5 contractors sent to fix this)- Bathroom floor was changed, trim was incorrectly placed, still waiting for caulking and paint - Basement door never received screen - Bedroom above garage has one window completely loose, risking to fall during a storm. Wall is curved, need repair - Windows are stained, painted and damaged - Nail pops were not fully fixed, even with a second visit from dry wall, still missing spots
Business Response
Date: 08/05/2022
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 concerns.
Customer Answer
Date: 08/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. So far, the business has sent a manager and plumber to fix part of the damaged. Nothing else has been done. We are still waiting to hear from them to know when the other people will be coming. Nothing else has been addressed by DR ******************************************

*******************
Customer Answer
Date: 08/08/2022
Complaint: 17631670

I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID ********. So far, the business has sent a manager and plumber to fix part of the damaged. Nothing else has been done. We are still waiting to hear from them to know when the other people will be coming. Nothing else has been addressed by DR ****************************************************************************
Business Response
Date: 08/11/2022
A division representative has been in communication with the customer. The plumbing leak was repaired on 8/9/2022. The drywall is scheduled to be repaired on Friday,8/12/2022 and painting on Monday, 8/15/2022.

Thank you
Customer Answer
Date: 08/11/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and they have scheduled dry wall but did not inform me or my wife. They went radio silent and are rude upon responses. We expect these issues solved by the end of the month.
Customer Answer
Date: 11/02/2022
Complaint: 17631670

I am rejecting this response because:
They have not solved the issues in the complaint and I would like to report them.

Regards,

*******************
Business Response
Date: 11/04/2022
The division customer care team has completed all work that was agreed to and this matter has been closed.
Customer Answer
Date: 11/04/2022
Complaint: 17631670

I am rejecting this response because: the dinning room window was fixed today (11/04/2022). The bedroom window still need to be fixed (side plastic holders need to be properly glued to the window to protect glass). We were told by the person in charge of the claim by DR *********************** that this was snapped in place back in February, whos is not the proper fix needed for this window as it is glued down to keep the glass secured. We are also waiting for the window screen from the basement. Received a verbal promise to have the same delivered Monday 11/07, will wait to see if they will indeed deliver it.
We would like to have someone to fix the window from my sons bedroom (not to just snap the plastic, please send someone capable to fix the issue properly) and the screen to be provided. This issue is long passed the date we wanted to have all fixed and way beyond passed from the 11th month check promised by DR ********************************************** note: the company that has installed the window refuse to comply with warranty, per information provided by DR *********************** We dont know the background but we would like a professional to come fix the issue at my sons room, as it is an installation issue.

Regards,

*******************
Initial Complaint
Date:07/27/2022
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 wanted share my exhausting experience of buying a newly built home from DR ********************** in *******. Apparently, there are quite a few people going through the same struggle based on the research that I have done online.In March ********************************************** their ******************* in south ******* and was given July 5th closing date. 5 days before my closing date I received text from the sales agent saying that we couldnt close due to material shortage. Which I thought was understandable because of all the supply chain issues going on around the country. At the same time I became concerned as to why a reputable builder would wait only 5 days before closing to notify me of the issues they are facing. At this point, I had already submitted my move out notice from my apartment ( 2 months earlier) and they had already pre-leased my unit. I let the sales agent know of my frustrations and specifically let him know that I have no place to go and will have place my belongings in a storage facility and go to a hotel. He reassured me that they do everything to get me in my home by July 28.I was finally scheduled for a walk through on July 22 only to realize that the home was not finished and neither the sales agent or the construction manager showed up for the walk through. A home inspection that I paid for was also scheduled for July 25th but as mentioned the house is not complete. The inspection report highlighted dozens of hazardous items that are yet to be fixed and now Im having to pay for re-inspection in addition to what Im paying for storage. To make things worse now they cant even provide me a closing date and the sales person does not even return my calls or text messages anymore. Im not even sure where to go at this point. AND STILL DONT WHAT IS MY CLOSING DATE.
Business Response
Date: 07/28/2022
We appreciate the customer making us aware of their concern. We met with the customer to discuss all of his concerns and provide him with an update on the construction process and closing date. The customer will be working with a new salesperson moving forward.
Initial Complaint
Date:07/26/2022
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.
The size of the house I signed the contract to purchase was advertised for ***** SQFT and the actual size of the house is ***** SQFT. This house is located in Park at ********** Community in **********, **.This is not just a typo but a misrepresentation in DR ********************** marketing material. I would like to request the full refund of my deposit.
Business Response
Date: 07/28/2022
We appreciate the customer making us aware of their concern. Some marketing collateral had a typographical error, which was subsequently corrected. The customers sales contract, that was signed by the customer, stated the correct square footage.We, respectfully, decline the customers request for a refund.
Customer Answer
Date: 07/30/2022
Complaint: 17621528

I am rejecting this response because:

The Texas Supreme Court has outlined the four elements of negligent misrepresentation as follows:
The defendant makes a representation in the course of his business or in pursuit of a transaction where he has a personal financial interest;
The defendant supplies false information to guide others in their own business;
The defendant failed to exercise reasonable care in gathering or disseminating the false information; and
The plaintiff suffered a financial loss due to his or her justifiable reliance on the defendants representation.
Elements 1-3 have been met and element 4 will be met at the time of closing based on the following facts.

On 1/19/2022, D.R. Horton staff sent an email with the marketing material containing a negligent misrepresentation (i.e., the house size of ***** SQFT) to invite interested buyers to enter into a business transaction to purchase the house at ********************************************************** 78626 in the course of the business where there exist a financial interest.

When I submitted the offer, along with other interested buyers who received the same email, I relied my offer on the incorrect guidance from the marketing material because D.R. Horton staff failed to exercise reasonable care in producing the marketing material.

My offer was $405,333 and so the price per SQFT was $405,333/***** or $229.91. This is the price per SQFT I intended to purchase the house based on the inaccurate information presented to me by D.R. Horton. D.R. Horton then used this offer price to draft the contract.

The size of the house on the signed contract is however ***** SQFT. With the same purchase price of $405,333 on the contract, the price per SQFT on the contract is $405,333/***** or $233.49.Therefore, D.R. Horton created the contract with an inconsistent and higher purchased price per SQFT as originally presented to me on 1/19/2022.

This negligent misrepresentation will cause a financial loss of approximately $6,209 ($233.49x***** or $405,333 minus $229.91x***** or $399,124) to me on the closing date.

Regards,

Chonlada Pongpipattanachai
Business Response
Date: 08/10/2022
We appreciate the customer making us aware of their concern. The customers contract is being terminated and the ******* money deposit will be refunded.
Initial Complaint
Date:07/26/2022
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 purchased our home in December of 2021. It has been a disaster. This review does not represent the sales team, or the lending department. We have several issues left unresolved, and some violate housing code. Our primary issue is the **** system. We had documented proof that the house we live in did NOT have a load calculation performed, and we were given an ** unit that is too small for the square footage of our house. This leads to constant temperature balance issues, high electric costs, unnecessary wear and tear, increased humidity levels and discomfort. Dr. ********************** has stated that as long as the temperature inside is 14 degrees cooler than the temperature outside, then the unit is sufficient. They essentially stated that if they house only cools to 77 degrees on a normal summer day, then that is expected, and on hot days, interior temperatures can reach 85+. The ** unit was improperly installed PER manufacture requirements and nobody seems to care. In addition to the ongoing **** issues, we also had issues with a faulty back door causing water damage, gas leaks, electrical outages, improperly placed living room door, bowing walls, metal flashing cover faults, insulation issues, and mismatched flooring. Dr. ********************** will do anything and everything to avoid doing the RIGHT thing and will utilize every excuse in the book to avoid fixing certain things. For the things they do fix, it is done poorly--but good enough to say "they fixed it". There's a reason they advertise as "America's Largest Home Builder" and not "America's Best Home Builder"
Business Response
Date: 07/29/2022
We appreciate the customer making us aware of their concern. The **** installed in the customers home is 3.0 Ton. Load calculations performed by ************************** (the installer of the system), Airton (a competitor of *****)and ************* (an independent third party) all indicate that a 3.0 ton **** is sufficient for the home. The customer hired *************** Plumbing to inspect the system who also confirmed 3.0 ton was appropriate. CJS expressed concern that if the unit was increased to 3.5 ton it may have an adverse impact on the humidity in the home. This is supported by our internal experts. We have dispatched our **** contractor to the home to inspect the room temperatures and air flows and found no issues with the system. D.R. Horton continues to work with the customer on other warrantable issues as they arise.
Customer Answer
Date: 07/29/2022
Complaint: 17621500

I am rejecting this response because:

Regards,

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

At this time we have no airflow from the upstairs vents, there is an uncomfortable temperature difference between the thermostat setting and actual air temperature. I have been denied blue prints to the home I have purchased. I am requesting all copies of J-Load calculations done for my specific home- not one model home.
Business Response
Date: 07/31/2022
We provided the customer with Manual J load calculations from three different companies each showing the home should have a 3-ton air conditioner, which is what was installed. D.R. Hortons construction manager met with the customer to discuss this and is sending a contractor back to his home to check/adjust the air balance throughout the home.
Customer Answer
Date: 08/08/2022
Complaint: 17621500

I am rejecting this response because:

All copies sent do not have a home address listed. Dr ********************** uses one calculation, per model home. A load calculation was NOT performed for our physical address, on our physical land. J Load calculations factor in sun direction, home placement and other unique factors. If I can request 2 companies to do load calculations that are NOT affiliated with Dr **********************.

Regards,

*****************************
Initial Complaint
Date:07/26/2022
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.
Without my approval DR ****** sent a landscape company to my home which DR ********************** built and the landscape company connected the gutters of my home to a drain system. 9 weeks ago the lawn was dug up and trenches and the sod has not been replaced. Only dug up muck is left. The trenching company also cracked the corner of my driveway. I've made several request to DR ********************** to resolve the sod and my messages go unanswered.
Business Response
Date: 08/05/2022
The sod/landscape repair has been completed. A work order has been placed with the contractor for the concrete repair. If there are additional concerns, the customer may email us at **************************************************************.

Thank you
Initial Complaint
Date:07/26/2022
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.
A few days after closing on our new home, DR ********************** informed us they would be added French drains due to flooding in the backyards of our ************** neighbors. They removed the sod & installed the drains. That was 12 weeks ago!! DR ********************** has never returned to replace the sod. Both properties are still flooding. On July 6, a manager from DR ********************** notified us they were installing box drains on July 7-8, no one showed up. On Monday, July 11th, I reached out again to the manager & was told drains & sod would be installed on July 13 & 14. Once again, they were a no call, no show. Its been 3 months since we closed on this home with several outstanding issues, a muddy backyard with NO sod and a river with any rain. On July 18th, I escalated outstanding issues to another higher manager, but still no work has been completed. DR ********************** continues to provide no action or follow up on outstanding work for 12 weeks!!! I continue to contact them weekly for updates only to be given false information that never happens and zero communication.
Business Response
Date: 07/27/2022
We appreciate the customer making us aware of their concern. The division team is in communication with the customer and is actively working to address the matter. Our landscapers have confirmed the work will be completed August 3.
Customer Answer
Date: 08/03/2022
Complaint: 17620428

I am rejecting this response because: DR ********************** has once again postponed scheduled appointment for today.

Regards,

*************************
Business Response
Date: 08/09/2022
The division customer care team was in communication with customers father who requested that we wait until there was at least a week of dry weather, prior to the work being done. He was to contact the division customer care team once they are ready to proceed.

Thank you

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