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

1,079 total complaints in the last 3 years.
239 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:12/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I closed on my home in June 2024 and I filed a warranty ticket regarding excessive water pooling on the side of my home. The construction superintendent mentioned it was related to grading. They sent out a crew to try to patch the issue but it continues. I have sent numerous emails to try and get it resolved and I have been ignored. I am unable to install a fence and the pooling water in front of my home attracts bugs and mosquitoes. My family and I cannot step out front or open the front door without mosquitoes getting inside. I had the grass and plants in the front replaced but they keep dying due to excessive water.
Business Response
Date: 12/18/2024
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 with our vendor partners to ensure this matter is appropriately resolved.
Customer Answer
Date: 12/18/2024
Complaint: 22676028

I am rejecting this response because:
I have been chasing them for a resolution since a few weeks after closing. They haven't resolved it and have ignored my emails regarding this since early November. The last communication regarding this was around November 11 where they were sending a surveyor. I have asked for results or the next steps but I have been ignored. I have email threads to serve as proof.

Regards,

Nydeen Nasif
Business Response
Date: 12/19/2024
D.R. ********************** dispatched a plumber to the home who isolated the issue as an HVAC concern. D.R. ********************** then dispatched our HVAC vendor partner to return to the home and resolve this matter. Repairs were scheduled for 12/18/2024. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/19/2024
Complaint: 22676028

I am rejecting this response because:

The complaint has nothing to do with the recent leak in the **** system. If you read my initial complaint it pertains to the grading where the water pools on the side and front of the property. This has been a problem from day one and DR ********************** just beats around the **** and doesn't find a solution for it. As mentioned in my last email they had a surveyor out beginning of November and I have not heard back on the outcome of that nor have they responded to my emails specifically asking for the resolution to the grading issue. This is preventing me from installing a fence, it brings an excessive amount of bugs to my yard and the excess water kills the grass and plants in that area. To avoide confusion I have attached pictures.

Regards,

Nydeen Nasif
Business Response
Date: 12/27/2024
D.R. ********************** remains in communication with the customer. We are working with the communitys developer to define the scope of work. Once next steps have been established, they will be communicated to the customer.D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:12/09/2024
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 purchased a new home in ********** in ************* and I have sent 6 warranty request about my lawn being dead within the warranty period for the lawn. No one has resolved my issue are responded to my complaint. I have spoken to ***************************************** **** who works for at ********** and he said the sod they get is bad and there is nothing he can do this is unexceptable for a new homeowner when the warranty clearly covers this. Please help me to get this issue resolved
Business Response
Date: 12/11/2024
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 address the matter. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:12/09/2024
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 filed a warranty claim to have my 2nd floors fixed because they were not installed properly. This claim was filed over 4 months ago and the company that was supposed to come fix it has not been responding or scheduling a time to *** the issue. They showed up a few times without scheduling an appointment. They do not answer calls and when I email them they say they will call me to schedule, 4 months on and nothing has been done
Business Response
Date: 12/11/2024
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 address the matter. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/11/2024
Complaint: 22657432

I am rejecting this response because:
No one from customer care got in touch or responded to my emails.

Regards,

******* Alhardan
Business Response
Date: 12/17/2024
The division customer care team is in communication with the customer and is actively working to address the matter. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/22/2024
Complaint: 22657432

I am rejecting this response because: They got in touch and set up an appointment I took a day off from work and no one showed up.

Regards,

******* Alhardan
Business Response
Date: 12/31/2024
The division customer care team is in communication with the customer and is actively working bring all warrantable repairs to their appropriate resolution.
Initial Complaint
Date:12/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a house in 2011 and house is 14 year old. I am on the 3rd major repair for the foundation and this house should not have this many issues with the foundation. DR ********************** only seems to care about the sale and has no concerns for their customer after the sale. The house was observably not built properly or I would not have this many issues. DR ********************** knows their been a problem since it was built and has not done anything to address it. I have tried to have decent conversation's with ***** **** and ***** ***** and present information on the quality or work when the house was built or the lack of quality I should say.
Business Response
Date: 12/09/2024
We appreciate the customer making us aware of their concern. The homes warranty expired many years ago.Since that time the customer paid a third party to effect foundation ********** his home is again in need of foundation repairs, he has asked D.R. ********************** to compensate him for those costs. Due to the age of the home and the fact a third party performed previous repair work, D.R. **********************, respectfully, denies the customers request for repair or reimbursement.
Customer Answer
Date: 12/09/2024
Complaint: 22654057

I am rejecting this response because:

The first repair was done by the engineer that DR ********************** hired to represent their company and according to the report that was provided to me by the engineer that was hired to represent DR **********************. I followed the guidelines and rules when doing the repairs sent by the engineer. DR ********************** knew I been having issues I have called to the corporate office on several occasions before this last time. I still believe DR ********************** needs to assists in the lates foundation repairs

Regards,

***** *****
Business Response
Date: 12/09/2024
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Customer Answer
Date: 12/09/2024
Complaint: 22654057

I am rejecting this response because:
DR ********************** is not standing behind their product and I followed their process and due the lack of quantity, process and cutting conores to save money when they built the house customer has to pay for repairs when DR ********************** knew there was issues

Regards,

***** *****
Initial Complaint
Date:12/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
DR ********************** warranty deptartment has not addressed the warranty issues remaining on my property located at *************************** In addition, they have not provided in writing structural certifications requested regarding potential structural defects on the attic framing and potential electrical issues as observed by consistent "dimming" of light fixtures in the property.
Business Response
Date: 12/11/2024
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 address the matter. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/11/2024
Complaint: 22643110

I am rejecting this response because not all matters included in the complaint have been fully resolved.

Regards,

******* Seifert *****
Business Response
Date: 12/20/2024
All repairs are scheduled to be completed by December 20. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/20/2024
Complaint: 22643110

I am rejecting this response because repairs are scheduled to be completed by December 23 2024, not Dec 20th as stated in the response. Once everything is completed, the complaint can be considered addressed.

Regards,

******* Seifert *****
Business Response
Date: 12/26/2024
D.R. ********************** is in communication with the customer and continues to work with him and our vendor partners to ensure all warrantable repairs are appropriately resolved. The last item requiring repair was scheduled by the customer for December 27.
Initial Complaint
Date:12/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 1, 2024 I sent an email to DR ********************** Customer Care explaining that my attic had developed a leak during the most recent rounds of storms (****** and *****). The leak had occurred several years previous, but seemed to have resolved and I never followed up to register a complaint. My observation of the roof area where the leak likely originated does not show any visible damage from the ground looking onto my roof. I had mentioned the leak with a neighbor who indicated ********************** had addressed a leak in his house and suggested I file a complaint since my warranty period does not expire until January 2025. ********************** actually resolved his leak after his warranty period had expired. ********************** found that his leak was due to faulty shingle installation. When I submitted my complaint I received a response indicating the leak was a result of storm damage and I needed to submit a claim with my homeowners insurance. I have not sustained any damage at this point, but want the leak addressed so I don't sustain water damage in the future. I submitted a rebuttal on October 31, 2024 and ********************** Warranty has not responded to my rebuttal. The storm only caused the rain and no wind damage. I suspect the leak is likely the result of faulty shingle installation found by ********************** and repaired for my neighbor.. I should note that this neighbor experienced water damage to his inside structure. I simply want ********************** to honor their 10 year structural warranty and have a reputable roofing company investigate the origin of my leak and repair any substandard installation.
Business Response
Date: 12/04/2024
We appreciate the customer making us aware of their concern. The customers home originally closed escrow January 16, 2015; nearly ten years ago. Until this matter was reported,there had been no previous concerns with the homes roof. The concerns noted by the customer are not related to materials, workmanship nor major structural defect. The home warranty explicitly excludes loss or damage resulting from acts of God, such as tropical storms and hurricanes (Section II.E.2.g). As a result, D.R. *********************** respectfully, denies the customers request for roof repair.
Initial Complaint
Date:12/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On the day of closing, the garage door fell off its track, an issue that has since worsened, with bolts now falling out of the wall and onto the garage floor. This raises serious safety concerns. The garage floor is riddled with concrete cracks, further exacerbating structural stability issues. Additionally, the home's foundation has visible cracks around the exterior, which were merely filled from the outside without any verification or assurance that the foundation remains intact. Such superficial repairs demonstrate a lack of thoroughness and disregard for long-term structural stability.The exterior and yard of the property present further issues. A spreading fungus has compromised the grass on the lawn, while the backyard consistently floods due to poor grading and leveling. These defects reflect substandard preparation and planning by D.R. *********************** resulting in ongoing maintenance challenges.Inside the home, there are numerous defects and glaring. The paint throughout the house contains visible flaws, the cabinetry required immediate repairs, and the dishwasher was delivered neither mounted nor plugged in. The driveway, delivered with cracks and chips, was inadequately addressed with a superficial application of repair sand rather than proper remediation. The roof is misaligned with the frame, the shutters arrived damaged, and the flooring throughout the home has signs of warping and separation.The most alarming incident occurred on Thanksgiving Day, when the sewer system failed, causing a toilet to overflow and flooding three rooms in the house. This issue is not isolated, as three other homes in the neighborhood experienced similar sewer system failures. Despite clear evidence of a systemic problem, D.R. ********************** has refused to repair the damage or address the underlying plumbing issues, leaving us with unsanitary conditions and significant financial burdens.
Business Response
Date: 12/13/2024
We appreciate the customer making us aware of their concern. The customer provided D.R. ********************** with an Intent to **** and we have been advised by legal counsel to cease work at the customers residence until all legal concerns have been resolved. If the customer would rescind the Intent to *** with his local office, D.R. ********************** would be happy to continue working with him and ensure all warrantable repairs are appropriately resolved.
Initial Complaint
Date:12/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 16, 2024, I closed on a property located at *********************************************, completing an electronic transfer to DR ********************** in the amount of $277,390.00. I had an home inspection report conducted on Wednesday; February 14, 2024 by Little Creek Home Inspections, that identified multiple issues, some of which were addressed the last nine (9) months, as well as, several walk-through issues that were identified, current issue of front porch included and still ongoing, and the paramount issue at the time of this complaint. As a result, of the partial review of the Home Inspection Report and the Walk-Through with the "then" Site Superintendent ******* Ray ****** scheduled a Warranty Work Day/ ***** *****/ ********************/4-10-2024 through 4-11-2024. (Document and Notations Attached) All contractors we advised in the aforementioned email that " IF YOU CANNOT MAKE THE DESIGNATED WORK DAY THE HOMEOWNER AND I WILL NEED TO KNOW 48 HOURS PRIOR TO THE WORK DAY, AS PER YOUR WORK ORDER, FAILURE TO SHOW WILL RESULT IN A $200 CHARGEBACK EACH DAY UNTIL WORK IS COMPLETE. "NO EXCEPTIONS". It should be noted the **************************** is the first contact in the *** of the email and did not show on 4/10/2024 and did not notify the homeowner of site superintendent as per the work order. After 9 months, the actions of ****** Proconcrete, is the primary basis of the complaint, as the issue is still ongoing, with my front porch having been completely demolished and reinstalled as a result of this so-called professional having attempted to correct what was initially water standing on the covered porch, FOURTEEN (14) times as of yesterday!!! It should also be noted the issue was not corrected on yesterday, as the porch was not restored per building specifications and you can see a dip in the concrete that will allow once again, for the retention of water!! More supporting data with too few characters left. Thank
Business Response
Date: 12/12/2024
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and actively working to bring all warrantable repairs to their appropriate resolution.
Customer Answer
Date: 12/12/2024
Complaint: 22637729

I am rejecting this response because: The front porch has been torn out for the 2nd time since filing this complaint and the porch is still not correct! Firstly, it was not poured per architectural standards and specifications outlined in the Express Homes 40' Series Model ****** approved Code Compliance Plans for Construction, by the City of Rocky Mount on 6/20/2023 but rather poured the porch for ease and convenience. Secondly, the porch is totally discolored with black patches of concrete at the left corner at the door and black spot throughout the porch and landing.

I would also like to amend my request to include reimbursement for my utilities used for the 15 attempts to complete the repair of the front porch.

Regards,

***** *****
Business Response
Date: 12/13/2024
The customers porch was recently poured, and the curing process has extended due to the rains that have fallen the past three days. With the extra time for the concrete to cure, final work is expected to be completed next week. Our local team remains in communication with the customer and will ensure all of his concerns are appropriately addressed.
Customer Answer
Date: 12/23/2024
Complaint: 22637729

I am rejecting this response because:

Attached is the cover of the architectural design plans for my property discussed in prior emails that were clearly not implemented in the 15 attempts to correct my porch.

Regards,

Alvun *****
Business Response
Date: 12/24/2024
All warrantable repairs have been completed to appropriate standards. We are working with our landscape vendor to replace one plant that was removed. When the plant is replaced, all work will be completed.
Customer Answer
Date: 12/26/2024
Complaint: 22637729

I am rejecting this response because: the porch was not poured per the approved architectural designs and it still has unacceptable demarcations in the porch.

Regards,

***** *****
Business Response
Date: 01/03/2025
All warrantable repairs have been completed to appropriate standards and within tolerance levels to the approved architectural design.
Customer Answer
Date: 01/06/2025
Complaint: 22637729

I am rejecting this response because: see attached pictures.

Regards,

Alvun *****
Initial Complaint
Date:12/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Interesting if it were a healthcare provider the license gets taken away and reprimanded yet, for years this D.R ********************** has many complaints and yet this builder now made into a mega million company still has a license to build faulty home in ******* taking away hard working peoples money on believing they have the American dream on owning a home only to find out it has night ***** attached to it. The realtors know more on this too and yet, they have a license with no remorse when their commission check is cut to them. Both have license and nothing is quickly done like a health care providers license is taken quickly away. These are people's lives on the line too when they fork out tons of money for a home with a hefty mortgage payment and hefty interest rates right now, 2024. My story: Bought the home for 645K 20% down. I moved in January 2024 the **** system shut down. I spend countless hours taking my person al PTO from work to have them not figure out the problem for two months. In the meantime, I was without heat during the freeze over in January-feb this brought my immune system down. They could not completely figure it out did some patch work when all along I requested for a swap out on a new **** system. D.R ********************** ignored this request. Here it is 40 degrees again in December 02, 2024 not one year yet and the **** system completely shut down. Now, why did the **************** Attorney ignore my request and played it off as to support this builder in a generic letter sent to them and not address the issue. Now, I am stuck in the same dilemma with them. Why does this state and country allow for this company to continue to operate? If it were anyone else a neighbor a business, they would be shut down by now or at least order them to fix these issues that Americans who only dream to own a home find themselves in a nightmare with issues with any of the DR ********************** homes. NEW **** SYSTEM NEEDED!
Business Response
Date: 12/04/2024
D.R. ********************** appreciates the customer making us aware of her concerns. We immediately reached out to the customer and scheduled our **** vendor to perform an inspection of the **** system. The **** vendor discovered a faulty sensor, which was replaced and resolved the issue. We encourage the customer to reach out to our warranty team if any new concerns arise.
Initial Complaint
Date:12/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I closed on a house in the ******** development (********, **) on 10/30/24. During my initial and final walkthroughs, I pointed out that all the cement (driveway, front walkway and patio, sidewalks, and back patio) needed to be power washed. The builder (*****) agreed and said he'd get it done, but that it wouldn't happen until the day of my closing. I proceeded with my closing, and when I went to the house after my closing, I immediately messaged the builder that everything was still super dirty and sent him pictures. He did send them back to power wash (they came when I wasn't home), but there were still remaining stains like tire marks and boot marks that were left from before my closing. I sent the builder pictures of the same stains that were still there (they were not new stains), and he said he can't keep sending the power washers back. I told him he wouldn't have to come back if they actually completed the work, but they didn't. It's a month later and he still hasn't sent them back to clean the stains from before my closing, and now I'm left with stains in my driveway that he won't have them remedy. He won't respond to my texts anymore when I follow up to see when they're going to re-clean. I have pictures of the stains before and after they came, and you can see that they did not do a thorough job. There are also remaining stains on my front and back porch. All I want is clean cement that was promised to me before I closed.
Business Response
Date: 12/09/2024
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 all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/09/2024
Better Business Bureau:

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

Regards,

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

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