Business Profile

Home Builders

D.R. Horton America's Builder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Builders.

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

1,077 total complaints in the last 3 years.
239 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/27/2024
Type:Product 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 moved out of the ****************************** on the 20th of October. My deposit and my remaining balance has not been refunded.They overcharged me for cutting my lease short by ******* and then my deposit is 500.I received an email that they were mailing the check to the address I gave them but I still have not received anything. I have called the business, first time I called they said it would take at least 21 days and then after I reached 21 days they said it will take 30 days.
Business Response
Date: 12/06/2024
We appreciate the customer making us aware of their concern. All tenant related matters are resolved by the communitys property management company. We are working with the property management company to ensure the tenants concerns are appropriately resolved.
Initial Complaint
Date:11/27/2024
Type:Facilities 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 have had 3 leaks in our house 1: back door not installed correctly resulting in bugs and water getting into our house after more than a year later Dr ********************** replaced and flooring. 2. We had a drain pipe leaking that resulted in mold in our living room. Dr ********************** later fixed but now having more issues.3. Our ceiling has water spots and Dr ********************** wont fix. This is a new house and almost anyone we talk to in our community is experiencing same or similar issues. Im a service disabled veteran that cant work much and have 3 little girls including a new born and a wife that has a severe autoimmune disease. These living conditions are horrible for a new house. We want these issues to be fixed and not bandaid over.
Business Response
Date: 12/03/2024
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:11/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Defects in my newly constructed home that they refuse to repair. *** submitted an inspectors report to them as this company does not listen to their buyers . They build poorly constructed homes with subpar materials. When submitting a warranty request, this company gives you the run around and refuses to repair properly. I had to call the fire department due to a gas leak. I was reprimanded afterwards and was told that I should call them, DR *********************** before calling the local fire department or ********** A few days after the event, they sent out an **** contractor to check my gas leak. This contractor did not know why he was sent as this was not within his realm of business. This is only one example of several.They are poor communicators and there isnt any consistency. I have been passed along to various supervisors. I believe that this is their way of trying to wear me down and make me give up. Ive had to repeat my home issues several times with no resolve. Additionally, I have been bullied and treated in a sexist manner.They do not honor the warranty of the homes of the buyers. They buy time by giving you the runaround until the warranty expires. One of the kickers is that when purchasing, I was told that this was a retirement community. And that I would have quartz countertops, under mount sink, and pull down faucet. None of the statements are/were true.DR Horton is a disgrace and should not be allowed, as a business, to build homes.
Business Response
Date: 12/02/2024
We appreciate the customer making us aware of their concern. The customers home was built consistent with the sales agreement. The customer care team is in communication with the customer and is working to ensure all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/02/2024
Complaint: 22604854

I am rejecting this response because the customer care team lacks in communication.

Regards,

****** ***********
Business Response
Date: 12/03/2024
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Customer Answer
Date: 12/03/2024
Complaint: 22604854

I am rejecting this response because the customer care gentleman that is assigned to me was supposed to come to my house today with the repairman for the shower and they did not show up. Nor did he respond to the rext I sent him. This is unacceptable

Regards,

****** ***********
Business Response
Date: 12/09/2024
The customer has been informed that the repair date she selected could not be accommodated by our vendor partner. We are continuing to work with the customer and our vendor partner to determine a mutually agreeable date to repair the blemish on the shower pan.
Customer Answer
Date: 12/09/2024
Complaint: 22604854

I am rejecting this response because the date ******* ******* selected did not accommodate my schedule. Ive let him know as such and he has not set up a new date.

Regards,

****** Lewandowski
Business Response
Date: 12/17/2024
D.R. ********************** continues to work our vendor partner to schedule the bathtub repair given the customers limited availability during the busy holiday season.
Customer Answer
Date: 01/07/2025
Complaint: 22604854

I am rejecting this response because:

I found their last response. It got lost in the thread. Their response was D.R. ********************** continues to work our vendor partner to schedule the bathtub repair given the customers limited availability during the busy holiday season..

I reject this response as it is the customer care person, ******* *******, that is not available. I have been available. The customer care gentleman, ******* ******* has taken a vacation, his voicemail states as much.

Again, it is not me who has been unavailable. I was only unavailable for the one date stated in the thread of communication.

Regards,

****** ***********
Business Response
Date: 01/07/2025
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Initial Complaint
Date:11/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had blown GFI breakers on my electric panel the caused the fan and compressor on my **** system to burn out. I also lost several small appliances namely a coffee maker. drill charger, leaf blower charger, and a can opener. Total cost to replace the **** fan, compressor, and the appliances is approx $2,200. I had a **** professional do the work and I replaced the appliances via online purchases. The reason that I had the short was that the neutral/grounding part of the panel was never tightened hence the tripping. It was an emergency situation that needed to be dealt with sooner than later. The house was brand new and purchased in April 2023. The builder, DR *********************** is refusing to take responsibility and unwilling to issue a refund for my out of pocket expenses.
Business Response
Date: 12/02/2024
We appreciate the customer making us aware of their concern. The warranty for the customers HVAC is provided by the product manufacturer. As the customer did not follow the required warranty process the claim was denied. D.R. *********************** respectfully,declines the customers request for reimbursement of his out-of-pocket expenses.
Initial Complaint
Date:11/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against DR ********************** as they have been very unprofessional in addressing my warranty claims. I moved into my new home in February 2024 and there is a year warranty for anything related to the home. I have been filing warranty claims for months and they still have not been fully resolved. I have had many doors throughout the home that do not properly close and they all have damages due to not being able to shut properly. A lot of the doors have spacing issues too and they fully repaired the issues. There are a lot of scratch marks and other noticeable areas that are very noticeable and look bad at any glance. The doors are not properly aligned and this issue has been going on for many months since March 2024. The most recent encounter I had with them was around 2-3 weeks ago in which they said they wouldve sent someone out to fix them but no one ever came. I had been working with an inspector named ****** but they had changed it to someone else named ****, phone number ************, and the issues were never fully addressed. Also, someone had come by around august-September to address issues with the siding not being properly installed but they never completed it. Also, a window still hasnt been correctly fixed either as a corner is still hanging off the siding. On multiple sides of the house, there are large areas of siding where there are bumps and exposed to the elements. They informed it will be fixed however it has been months since that has been completed. I have been going back and forth with them for months and have always been providing them pictures and dates to come by to fix the doors, siding, and window. However, it seems my time wasnt valued as it was never taken care of. It has been going on for months and I always seem to get the run around with multiple excuses such as someone saying they will show up on a particular day to fix the issues and they never come. I am requesting for DR ********************** to fix these issues and to be done.
Business Response
Date: 12/02/2024
We appreciate the customer making us aware of their concern. The D.R. ********************** Customer Care team remains in communication with the customer and is working with our vendor partners to schedule and complete necessary repairs. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Customer Answer
Date: 12/02/2024
Complaint: 22592453

I am rejecting this response because: They did not fully complete what I was requesting for as the siding still has plenty of work to complete and nothing has been done for the doors yet.

Regards,

***** *******
Business Response
Date: 12/03/2024
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Customer Answer
Date: 12/03/2024
Complaint: 22592453

I am rejecting this response because: I do not agree at all with the business comments of there is nothing new to add. The work was supposed to be completed and it still is not done as it should have been completed months ago.

Regards,

***** *******
Customer Answer
Date: 12/20/2024
Complaint: 22592453

I am rejecting this response because:
DR ********************** has been extremely unprofessional in getting anything done for my warranty claims. I moved into my new home in February of this year and there is a year warranty for everything related to the home. I have been filing warranty claims for months for the same issues over and over and they have not addressed the problems. I have many doors throughout the home that do not properly close and and they all have damaged due to not being able to shut properly. A lot of the doors have spacing issues and they have not repaired them at all. There are a lot of scratches and noticeable areas that look horrendous and terrible at any glance. It makes me consider how can a home cost this much with this lack of care for it. This issue has been going on since March 2024 and no one knows what to do. The most recent encounter I had was last month in which they said they would send someone to fix the doors but they never arrived. I had been working with an inspector named ****** but he never replied and then they switched to a different inspector named ****. Todds phone number is ************ and he stated he found someone to address the door issues. He stated the new contractor would come in the next 1-2 weeks yet no one ever showed up. I called him and he stated the contractor was having surgery and that he would call me back with someone else which turned out to be another lie after lie. I have been going back and forth with DR ********************** for months and have always provided them with pictures, evidence, and many dates/times where they could come to fix the issues yet here we are. My time was never valued and my concerns were never addressed. It has been going on for 9 months and I always get the run around and lies from them. I am requesting for DR ********************** to fix the doors and finally take care of this issue at long last. Desired Resolution: Repair

Regards,

***** *******
Business Response
Date: 12/24/2024
D.R. ********************** continues to be in communication with the customer.D.R. ********************** dispatched two different carpenters to the customers home, and each were sent away by the customer. D.R. ********************** will make a third attempt to resolve the customers concerns after the holidays.
Customer Answer
Date: 12/28/2024
Complaint: 22592453

I am rejecting this response because only one ********* ever came to do work on the doors. A second ********* never came for any fixes. I will be looking for someone to come by after the holidays and if the work will be completed, then I will accept the response.

Regards,

***** *******
Business Response
Date: 01/03/2025
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Initial Complaint
Date:11/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We completed our 11-month warranty walkthrough on September 23, 2024 during which several significant issues were identified.Roofing: A roofing contractor noted multiple nail pops and improper installation of shingles, particularly around the vents. Although a contractor was sent to address some of the issues, he indicated that the roof installation was not done with care, which raises concerns for us, especially given our coastal location in ***************Bow in Walls: We are particularly concerned about a pronounced bow in the wall near the stairs. Although we were informed that it was within acceptable tolerance, attempts to repair it have not been successful. Initially, the plan involved applying compound to create an optical illusion; however, the painter advised that this would lead to cracking and that it was due to framing issues. Following this, the framers removed the sheetrock and installed new material, but the bow remains. We were told that it is within tolerance; however, the trim clearly reveals the bow. The solution was to remove the sheetrock in that area and applying tape and compound instead. I am now concerned about the underlying structural implications of this bow and the adequacy of the repairs as this is a load bearing wall Shutters: Despite attempts to address the fitting of our new shutters, they still do not fit properly and were seemingly installed without proper measurements as the shutters are currently overlapping the window. We have been informed that they are awaiting approval from D.R. ********************** for special-order shutters to correct this issue. However, it appears that accurate measurements have not yet been taken to resolve the spacing concerns.Countertop: In November 2023, countertops were replaced due to a crack and we are still waiting on that to be finished. Flooring company left wax spilt all of the wall and scraped the wall trying to fix it without even telling us.
Business Response
Date: 11/21/2024
We appreciate the customer making us aware of their concern. The D.R. ********************** customer care team is in communication with the customer and has scheduled an appointment for December 4 to observe the customers concerns. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:11/15/2024
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.
Bought a house from DR ********************** did final walk through was told everything would be fixed prior to moving it. Its been over 4 months and its still not complete. Later they installed a fence onto my property without telling me and its on my land . They have done nothing but lie and not follow through on promises. How they are apart of the BBB is insane because they are constantly s******* people over
Business Response
Date: 11/20/2024
We appreciate the customer making us aware of their concern.The D.R. ********************** customer care team is working with the customer to schedule an appointment to ensure all warrantable items are properly documented and scheduled for repair. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:11/14/2024
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.
Submitted warranty requests prior to the 1yr warranty date for the home: 1. A/C registers were not operational in the two upstairs bedrooms facing the street, 2. the garage floor is pooling water on the right side (facing home). Issue 1: The ************************************** inaccurately submitted the A/C ticket to the vendor and wrote that the dampers needed adjustment. The error resulted in the A/C tech adjusting the dampers. I requested the tech to leave my home. Now cold air blows downstairs through the registers as a result of the adjustment in the dampers. The vendor nor DR ********************** have returned to remediate this issue.Issue 2: the vendor arrived to look at the garage floor and never returned.I have not received any communication for reschedules for either issue. I submitted follow-up warranty requests through the DR ********************** website on 11/12/24 and 11/13/24 and did not receive ticket confirmations. The initial warranty submissions were in September 2024, and the vendors were initially at my property on October 30, 2024.
Business Response
Date: 11/20/2024
We appreciate the customer making us aware of their concern.The customer care team is in communication with the customer and working with her to schedule and complete all warrantable repairs.
Customer Answer
Date: 11/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and the statement is accurate as of today. ****** *****, area manager, contacted me and discussed the issues:
Garage floor: the merchant sent a technician to the home to level the garage floor on 11/19/24 with concrete. The vendor explained the concrete pour should level the floor and resolve the water-pooling issue.
****: The **** issue is still pending and not resolved as of 11/20/24. The manager has communicated with me via text message but no date to visit the home for this issue has been made as of today.
Paint Touch-up Repair: overlooked paint touch-up crack in crown moulding in downstairs hallway is still pending as of 11/20/24. No discussion of scheduling date for painter to visit home for remedy is set.

Regards,

******* *****
Initial Complaint
Date:11/13/2024
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.
Hello DR ********************** Customer Service Team,I am writing to express extreme dissatisfaction with the warranty service I've received for my property at **********************************. Despite numerous attempts, my issues remain unresolved.Previous Attempts 1. Scanned QR code to report warranty issues: No response.2. Called *************): No answer.3. Emailed nvacustomercare@(link unavailable) No response.4. Emailed jyplater@(link unavailable) No response.This is my second and final attempt to resolve these issues through your company before seeking legal action.Immediate Resolution Required To avoid further escalation, I request:1. Prompt acknowledgement of this email.2. Assignment of a dedicated representative.3. Resolution timeline for outstanding warranty ********** should consumers effectively reach your warranty department, if it even exists?Worth mentioning that this is my 2nd transaction with DR ********************** and most likely the last.
Customer Answer
Date: 11/13/2024
Better Business Bureau:

Resolved.

Regards,

Amr ***
Initial Complaint
Date:11/13/2024
Type:Product 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.
**** promised to refund the $1000 "right away" if I find out I could not get the job I expected to buy this home. They only offered me part time. My realtor notified **** right away. He stalled and wanted to give me the full three weeks to "see what happens." A week and a half later he called me and tried to corner me into buying the home or to find some loophole to get me stuck in the purchase agreement, despite having a contingency. Four days later his office sent me an email to sign a paper to cancel the hold on the home. The email states the email states it would be back in my bank account in 2-3 business days. That was five business days ago (not including the weekend). Their office is not calling me back despite three calls and two voicemails. i still do not have my money back, and I need to pay bills.
Business Response
Date: 11/13/2024
We appreciate the customer making us aware of their concern. Our approval process has been completed, and the banking transaction is all that remains. Due to Monday being a federal holiday, and banks being closed, we expect the customer to receive her refund today. This has been communicated to the homeowner.
Customer Answer
Date: 11/13/2024
Complaint: 22547356

I am rejecting this response because: accountability needs to be real. **** told me, *****, and my Mom that the refund would happen right away. He dragged his feet for almost two weeks. ***** called him multiple times. He lied to us. Called me and tried to corner me into keeping the home. Lacks integrity. Held up my funds for over two weeks after I first requested refund. This is ridiculous and extremely poor customer service. He would not take no for an answer. I have bills to pay, and this was extremely stressful!!!!!!

Regards,

**** ******
Business Response
Date: 11/13/2024
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Customer Answer
Date: 11/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me but for the sake of not going back and forth...

Regards,

**** ******
Customer Answer
Date: 11/14/2024
Complaint: 22547356

I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me but for the sake of not going back and forth...

Regards,

**** ******

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

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