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

1,064 total complaints in the last 3 years.
235 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: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,

**** ******
Initial Complaint
Date:11/11/2024
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 am filing this complaint regarding D.R. *********************** handling of my warranty claim for a newly built home I just purchased from them a couple of months ago, and has not been inhabited yet but either the owner or a tenant. Their unwillingness to conduct a necessary inspection for damage assessment and the customer service has been very unfriendly. During a mild tropical storm, the roof shingles on my D.R. ********************** home were compromised, yet no hurricane-level winds occurred. Instead of investigating the claim, D.R. ********************** representatives have repeatedly denied coverage, citing acts of nature with no further explanation or consideration of the weather conditions, which should not have caused such failure.Despite my requests, D.R. ********************** has also refused to conduct an inspection, as is customary for cases involving potential craftsmanship issues. The representatives response has been limited to screenshots stating that "acts of nature are not warrantable," which does not address the structural integrity expected from any habitable dwelling.
Business Response
Date: 11/12/2024
We appreciate the customer making us aware of their concern. The division customer care team dispatched our roofing vendor partner to inspect the customers roof who found no concerns. As no warrantable repairs exist this matter has been closed.
Customer Answer
Date: 11/12/2024
Better Business Bureau:

Resolved.

Regards,

****** *******
Initial Complaint
Date:11/08/2024
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 workmanship on home including:Foundation Tile installation Plumbing Incorrect Paint Incorrect interior door installation Extremely poor finish work Window and Exterior door installation Builder agreed to replace tile throughout the home as it or installation of it was defective. (Or possibly the foundation.) This created another myriad of problems as they completely destoyed doors, walls, and woodwork. Which I am still waiting on completion. Work began on 08/12/2024 and I am still living with tape and drywall repair marks on walls waiting for paint, doors with holes in them, and appliances that need re-installed properly. During the repair process I was not able to live in home and they agreed to pay $200/day for inconvenience. It has been nearly 90 days and I still have not been reimbursed. I keep getting differing stories and excuses as to why I'm not being reimbursed. In addition, while they were doing repairs my refrigerator was left unplugged and I lost approximately $500 worth of food. Which they may or may not reimburse me for. !!!Additional problem with plumbing was discovered in September 2022 when I filled the master bath tub with water for impending hurricane *** preparation. We had never taken a bath in it and found out it leaks, so bedroom carpet was all wet! A plumber was sent out and said the overflow valve was not connected and fixed it. Fast forward to hurricane ******, we filled tub again, and low and behold carpet was wet again. Obviously this is a larger problem and now we are past original warranty so they do not want to address it. I say it should have been fixed the first time, then we wouldn't have a problem! This story is much longer than I have character space for on this platform and would appreciate direct contact with someone at the corporate level so this work can be completed and I can be reimbursed for my expenses and inconvenience. Thank you.
Business Response
Date: 11/12/2024
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:11/07/2024
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 ********************** will not honor their warranty. Denied claims in which their personnel agreed that poor workmanship was the issue. 1st issue. 13 doors were cracked a the bottom and replaced, 7 doors are the wrong size and have yet to be replaced. The claims below were denied, claiming that they were caused by the Hurricane. They sent out personnel agreed that poor workmanship was the issue, and not the hurricane. 10/18/2024 -- You've been assigned to Ticket #******* ***************** notes: Pipe leak under water heater My response: This had nothing to do with the Hurricane - my pipe is still leaking (your guy pointed this out)10/18/2024 -- You've been assigned to Ticket #******* ***************** notes: Water intrusion garage floor, bottom floor guest bedroom (wet carpet).My response: This had nothing to do with the Hurricane -the outlet outside of the room and the structure attached to the A/C unit along the wall have gaps where there is no sealant (your guy pointed this out). 10/18/2024 -- You've been assigned to Ticket #******* ***************** notes: Water Leaks in two upstairs bedroom windows, and loft window. My response: The DR ********************** representative that came here 10/14 has all of the photos, he pointed out the areas were the windows were not sealed properly.
Business Response
Date: 11/15/2024
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 bring this matter to its appropriate resolution.
Initial Complaint
Date:11/07/2024
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 have had warranty requests that I filed before my one year warranty was over. I have been dealing with not being able to get communication on repairs, repairs that were not done correctly and very poorly, and also not showing up on designated days. The contractors for this company have thrown trash behind my property after completing a job. Refusing to fix landscaping where they buried silt fence under the sod and now it has come through the sod where they developed the land. This was all filed to be completed and fixed on may 14, 2024 and now its November 7, 2024 and they have still yet to fix either of these issues. This has been one of the worst experiences I have seen with a builder and they by far have the worst customer service and contractors I have worked with.
Business Response
Date: 11/08/2024
We appreciate the customer making us aware of their concern.The customer notes two concerns. Regarding debris that was left behind his property, our concrete vendor removed all of the form board that was placed behind his home when they returned to repair chipped areas of concrete that occurred when the customer power washed his patio shortly after a concrete pour. With regard to the silt fence and sod, our local customer care team and our landscape vendor met with the customer and found the silt fence was not placed there by D.R. *********************** The community developer installed the silt fence.Our landscaping vendor offered to cut it while on premise and advised to the customer to cut it if he desired. The sod is healthy, and the customer was advised that no warrantable repair existed. As no warrantable repairs remain, the customers request for repair is, respectfully, denied.
Customer Answer
Date: 11/08/2024
Complaint: 22525965

I am rejecting this response because: I did not pressure wash the concrete after it was poured so I have no idea where that even came up. I used my blower 2 days after the top coat that was supposed to fix all the flash cracks that looked terrible was applied. The top coat never stuck to the original concrete in two different areas so when I blew grass off the back patio days after they had done the work it caused two small patches to break off. This has nothing to do with anything I did as a homeowner and has everything to do with bad contractors and bad craftsmanship. The landscaping doesnt matter if it was D.R. *********************** silt fence or not they developed the land and I had to purchase it so therefore if youre going to sell something maybe you should do it to a good standard so you dont have these problems. The silt fence regardless if it was yours or not when you developed the land shouldve been removed before laying the sod but it wasnt due to laziness and bad work ethic.

Regards,

****** ******
Business Response
Date: 11/08/2024
We have reviewed the customers comments, and our original response stands. All warrantable work has been completed.
Customer Answer
Date: 11/08/2024
Complaint: 22525965

I am rejecting this response because:
I will not be closing my complaint. Your contractors did horrible work and did not do the work fully or correctly. The silt fence is also in the middle of my property under the sod that your company developed the land with and buried and now after I have spent so much time and money in my yard to look good the silt fence that you buried came through. If everything wouldve been completed correctly none of this would be an issue but you want to back out of things that you sold me. I paid for it and now the company backs out on all its warrantys and tries to get away with work that is terrible.
Regards,

****** ******
Initial Complaint
Date:11/05/2024
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.
I purchased a new home from DR ********************** in **********, *******, closing in mid-April 2024. The punch list had many issues documented, we were reassured they would be completed, sadly that turned out not to be the case. The primary issue in the home involves the cabinets installed by DR **********************, and their subcontractor ******* Cabinets, the cabinets are of such poor quality both in fit and finish that a draw or door fails every month. Issues include incorrect hardware to secure the cabinetry, unsealed wood paneling, peeling caulk, broken draws due to over-tightening of screws or installation of faulty sliders. Draws are crooked and do not function (open or close). The subcontractor has been here, provided a fix on some items that included spraying painting panels in my home without covering furniture and appliances, overspray causing damage, and then telling me the reason for the issues was that "the builder did not pay for good cabinets". The cabinetry is below standard, it does not align with the quality of product I have seen in my neighbors' homes, those of the same model and not, I want the cabinets replaced and to a standard that is acceptable. If they can't be replaced, I want the cabinets refunded and I will arrange for a professional contractor to come in and do it right.
Business Response
Date: 11/14/2024
We appreciate the customer making us aware of their concern. The division customer care team met with the customer and this matter has been resolved.
Customer Answer
Date: 11/14/2024
Complaint: 22515612

I am rejecting this response because:
Despite addressing the faulty drawers, they now open and close, I received an explanation that damage could have been caused by the granite installers, and that crooked drawers WERE NOT their concern, the overall quality of the product and the fact there has been so many issues in a six month period leaves me dissatisfied with the response

Regards,

******* ****
Business Response
Date: 11/19/2024
All warrantable repairs have been completed to industry standards. Should the customer experience additional concerns they should be reported on the companys website for appropriate resolution.
Customer Answer
Date: 11/19/2024
Complaint: 22515612

I am rejecting this response because:
The build of the cabinetry and the paint work in my home is not to industry standards.
** ********************** should publish which industry standards association they are quoting and applying to assess the quality of their work product.
Example:
Cabinets: AWI Standards - ******************************************************************************************************************************************************************.
Paint: PCI Standards - *******************************************************************************
If not these industry standards, ** ********************** can save people a lot of time by providing their standards for all interested parties. Right now, ** is stating the issues were caused by other vendors, theres no accountability.

Regards,

******* ****
Initial Complaint
Date:11/01/2024
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 bought a new DR ********************** home, it has a steep hill in the backyard, we questioned the hill when looking at home, we were told by the Construction Manager that the yard will not flood, there is a horeshoe drain in the yard. To date, we are flooded out, the yard does not drain at all, all of our grass died. we lost $900 worth of trees we planted in the yard due to too much water. we have bugs, mud, and we are concerned our home will not settle properly due to the water in the yard along the home.
Business Response
Date: 11/07/2024
We appreciate the customer making us aware of their concern. The division customer care team met with the customer and developed a mutually agreeable plan for resolution.D.R. Horton is committed to ensuring all agreed to repairs are appropriately completed.
Initial Complaint
Date:10/31/2024
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 going drainage problem In entire community. Our homes are retaining water affecting grass growth etc. Brand New subdivision, experts advise many homes require French drains. Builder doesnt address concern and doesnt fix the issue after repeated requests.
Business Response
Date: 11/07/2024
We appreciate the customer making us aware of their concern. With the recent hurricane activity, the customers community has experienced above-average rainfall. D.R. ********************** will review this customers concern and determine if the drainage is working as planned.
Business Response
Date: 11/14/2024
The customer originally closed escrow on his home December 15, 2023. Shortly after closing D.R. ********************** addressed some grading issues and resodded as appropriate. After the work was completed by D.R. **********************, the customer added a large rear patio extension, a fence, plants, palms, and landscaping buffers in the rear, sides & front of the home. Additionally, the customer added a small fenced in area with pavers for their trash cans. D.R. ********************** met with the customer November 11, 2024, to assess the drainage concerns recently expressed by the customer. D.R. ********************** explained to the customer that the alterations performed by the customer have drastically altered the homes drainage resulting in his current concerns. As such, D.R. ********************** will not address any further concerns with the customers yard.
Customer Answer
Date: 11/14/2024
Complaint: 22496327

I am rejecting this response because: all issues originally reported were pre- fence , landscaping and most recently place a small fence to hide garbage cans. The representative is dishonest and utilized the information presented to him in goodwill to try and circumvent the original issue which was never resolved. There are over 360 homes to be built, the occupied 300 mostly have reported same issues of grading and sodding. DR Horton is not employing honorable people And have not made this right. I plan to escalate the issue further since this process was not helpful or resolved anything ,

Regards,

****** *****

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