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

1,061 total complaints in the last 3 years.
236 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: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,

****** *****
Initial Complaint
Date:10/29/2024
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 May 2024 and have come to find out that the shingles on my roof were not installed according to manufacturer specifications, As a result, I am missing a few and would like them replaced, and the rest of my roof inspected and brought up to manufacturer specifications
Business Response
Date: 11/05/2024
We appreciate the customer making us aware of their concern. The division customer care team has reviewed the customers complaint regarding the shingles and determined the damage was the result of the recent hurricane that affected the region. There was no defect in materials or workmanship, therefore; the request for repair was, respectfully,denied.
Customer Answer
Date: 11/07/2024
Complaint: 22486668

I am rejecting this response because:
The high wind area we live requires 6 nails per shingle per manufacturer specifications. This roof was not installed per those specs.
Regards,

**** ******
Business Response
Date: 11/07/2024
We have reviewed the customers comments, and our original response stands. We have nothing to add.
Customer Answer
Date: 11/12/2024
Complaint: 22486668

I am rejecting this response because:
As previously stated the roof was not applied per manufacture specifications.
Regards,

**** ******
Initial Complaint
Date:10/28/2024
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.
For the past several months, I have been submitting warranty tickets to the builder regarding items that are deficient in my new home (purchased 3/29/2024). Numerous reminders have been sent and to date many issues are unresolved. DR ********************** will advise to keep a listing of "cosmetic" items and address in the 1th month of warranty. They do not respond to major items in a timely fashion, how can they be trusted to address as the warranty approaches.On May 30 I had sent in a warranty request regarding the cement joining the cinder blocks that have come out - one creating a large hole above the garage door. To date - NO ACTION and NO response On May 30 I submitted a warranty request about the cement chipping away from the lanai to the interior of the home - NOTHING has been rectified.The garage floor has chips and cracks - they sent a company to "epoxy it" but the chips and cracks were not fixed - they merely painted over the *********** neighbors and my self have been submitting warranties regarding the drainage around our homes - as the side yards are always saturated and the drain the the back of the property is well above the ground - so nothing drains into it - nothing has been done.Drywall tape on one wall is cracking and starting to peel - this was submitted September 6 - NO response September 6 - advised of a tile that has glaze off it - NO response On October 2 **** **** directed ******** to follow up on open work orders - NO response to ********** I submitted a warranty request for a cracked door frame in a closet, cracked grout in the spare bathroom shower/tub area (don't want to use it for fear water will intrude and cause mold on board behind (I do not know if they used green/purple board prior to tiling).I need resolutions.
Business Response
Date: 10/31/2024
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer and has addressed her concerns. D.R. ********************** is committed to ensuring all warrantable repairs are appropriately resolved.
Initial Complaint
Date:10/25/2024
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 am submitting a complaint against DR ********************** *** for fraud regarding the irrigation system installed for my home. The irrigation system was never installed when I moved in and after months the system was finally put in. This system has never functioned appropriately and the *** is ignoring my continued requests for service. Myself and my neighbor are experiencing damage to our property because of flooding and defective valves, as well as no irrigation service for months at a time. ********* ******* the DR ********************** *** Manager had the irrigation box bolted shut and I have been threatened with fines if I try to manipulate the valves to shut off the water. I have also been subject to harrassment from the *** Manager with harrassing emails and ******** friend requests. There has been intentional misrepresentation of facts regarding the irrigation system and refusals (or ignoring of) requests for service and maintenance. The irrigation system has both timing issues and defective valves.
Business Response
Date: 10/31/2024
We appreciate the customer making us aware of their concern. The customers irrigation system is in place and has been inspected on multiple occasions to confirm it is properly working.Aerial photos of the property show the customers lawn to be healthy and thriving.We confirm that the irrigation controls that are owned by the *** have been secured to safeguard against tampering or vandalism to help ensure the customers lawn is properly irrigated. As there are no warrantable issues to be resolved,this matter has been closed.
Customer Answer
Date: 10/31/2024
Complaint: 22472676

I am rejecting this response because: There was a verbal agreement made on Monday between the ************* of DR ********************** and myself to repair the irrigation system. The bolting of the irrigation box will not allow myself and other neighbors to shut off the irrigation system for flooding due to a dysfunctional valve. If DR ********************** will not repair the irrigation system I am requesting legal mediation at this point. We cannot allow destruction to our property.

Regards,

******** ******
Business Response
Date: 10/31/2024
All requests for warranty services are to be submitted through the companys website. As the last request from the customer was received August 22, 2023, and the home originally closed escrow June 30, 2022, there is no warrantable repair to be made for the customers irrigation system. Additionally, as the valve in question is owned by the ***, the *** scheduled an inspection to ensure, once again, that the irrigation system is working properly. If the homeowner has a concern regarding the irrigation system, it should be directed to the *** manager for ************* the warranty for the customers irrigation system is no longer under warranty, D.R. ********************** has closed this matter.
Customer Answer
Date: 10/31/2024
Complaint: 22472676

I am rejecting this response because: The irrigation system issues were never resolved since first moving into my home on 7/1/2024. There have been two issues: 1. The system battery clock/timer has never properly functioned and the system will only intermittently go on every 3-4 months, and 2. There is debris near the system valves (green box) that do not allow the system to shut off when it does actually run. This causes the system to run for hours or days and floods my yard and the neighbors. I have tried to get these issues resolved for over 2 years now and am really frustrated by the refusals to repair the system and/or address the real issues. All I really want is to have the irrigation system fixed so that it functions properly. This has been an issue since I moved into my home and really should be under the home warranty.
If there cannot be any resolution here, this complaint has been filed with the ******************************** and they have responded and given me steps to follow. I have also made complaints with the **** per their advice and now have requested formal mediation from the *************************** and Consumer Services. This complaint is definitely not closed per the Attorney General.

Regards,

******** ******
Initial Complaint
Date:10/24/2024
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.
The community The Village at ******************* is located near the newly constructed 540 highway. When we purchased the property the highway was under construction and the builder promised that there would be a sound barrier constructed to migrate the noise and pollution. The highway opened after we purchased our home and were shocked to know that there wont be any sound barrier built as this community didnt exist during the inspection process for 540 highway and it is the builders responsibility to build one and D R Horton should not have made false promises. This has led to stress in our family and pets.
Business Response
Date: 10/24/2024
When D.R. ********************** sold this home to the purchaser, it was disclosed that the home was adjacent to the planned Triangle Expressway Southeast Extension (the Expressway). As part of the Home Purchase Agreement, the purchaser signed a written disclosure and acknowledgement that explicitly stated that they were purchasing a home adjacent to the Expressway.

D.R.********************** never promised the purchaser, Ms. *************** or any other person in this community, either orally or in writing, that it would construct a noise wall in the community. Rather, D.R. ********************** informed purchasers that the ******************************************* (*****) would construct appropriate noise barriers that it deemed necessary along the Expressway. When it constructed the Expressway, ***** constructed a noise wall along various portions of the Expressway, as it determined in its sole discretion.

D.R.********************** denies Ms. ************** unsupported accusations. D.R. ********************** properly disclosed the existence of the Expressway to its purchasers, and it never promised to construct a noise wall within the community. Any concerns regarding noise from the Expressway should be addressed with the *****.
Initial Complaint
Date:10/23/2024
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 filed a warranty request to fix a light fixture that had pulled out of the ceiling. The electric company told me that it wasnt covered under the warranty and I would need to pay for the repair. After I did this and spoke to ***, he told me I shouldve called him because he wouldve made sure it was paid for by DR *********************** I asked if it could be reimbursed and he came back later and told me that his manager said it could be reimbursedas long as gave them a 5 star review for my 7 month review. I let him know I didnt feel comfortable with doing that because it seemed like extortion. Especially since they receive bonuses based on their reviews. Its been over 2 months and I followed up again only to be told that I couldnt be reimbursed for this now. Its bad enough I have 2 issues Ive submitted warranty requests for and Im almost at my 12 month **** and they havent been resolved, but for them to demand a review that would benefit them financially in exchange for a reimbursement they said they were responsible for is abhorrent
Business Response
Date: 10/23/2024
We appreciate the customer making us aware of their concern. D.R. ********************** dispatched our electrical contractor in response to the customers warranty request regarding the electrical concern. Upon arrival it was discovered that the customer had a fixture installed post-closing. The weight of the new fixture exceeded the rating of the installed electrical box causing the failure. As this was not due to original installation and there was no defect in materials or workmanship, the repair was not covered by warranty and request for reimbursement was denied. This was explained at the time of the repair and this case has been closed.
Customer Answer
Date: 10/23/2024
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,

****** ******
Initial Complaint
Date:10/21/2024
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.
When I purchased my home from DR ********************** on August 30, 2022, the sales representatives verbally assured me that a noise wall would be built to mitigate noise from the nearby NC 540 (Triangle Expressway Southeast Extension). This promise was a key factor in my decision to purchase the home for $682,000.Unfortunately, once the tollway became operational, we quickly realized that no noise wall had been constructed, and our community is now exposed to extremely high levels of highway noise. The absence of the noise wall is causing severe ***************** and creating a serious health hazard for me and other homeowners in the area. The noise from the highway has led to stress and ongoing sleep disruption, making it difficult for my family to enjoy our home and affecting our overall well-being.I have reached out to various parties to address the situation, including *****, ***********, and Fuquay-Varina Town officials, but they have all informed me that noise abatement was excluded from consideration for my neighborhood due to its construction after the projects Record of Decision in 2018. All confirmed no noise wall planned, despite what the sales team told me.When I attempted to resolve the issue with DR ********************** directly, the company failed to respond or offer any solutions. To date, DR ********************** has made no effort to resolve the issue or compensate for their misrepresentation.The promise of a noise wall was made verbally by DR **********************s sales team at the time of purchase. While this was not included in writing in the sales contract, it was a key factor influencing my decision to purchase the home.The lack of a noise wall has had a direct impact on our health and quality of life. We are constantly exposed to high levels of noise from the highway, which is leading to stress, *****************, and decreased productivity. The noise levels are unbearable, especially during peak traffic hours, and are affecting our ability to live comfortably in the home we purchased.
Business Response
Date: 10/24/2024
When D.R. ********************** sold this home to *** ******, it was disclosed to *** ****** that the home was adjacent to the planned Triangle Expressway Southeast Extension (the Expressway). As part of the Home Purchase Agreement, *** ****** signed a written disclosure and acknowledgement that explicitly stated that he was purchasing a home adjacent to the Expressway.

D.R.********************** never promised *** ****** or any other homeowner in this community,either orally or in writing, that it would construct a noise wall in the community. Rather, D.R. ********************** informed home buyers that the ******************************************* (*****) would construct appropriate noise barriers that it deemed necessary along the Expressway. When it constructed the Expressway, ***** constructed a noise wall along various portions of the Expressway, as it determined in its sole discretion.

D.R.********************** denies *** ******* unsupported accusations. D.R. ********************** properly disclosed the existence of the Expressway to *** ****** and it never promised to construct a noise wall within the community. Any concerns regarding noise from the Expressway should be addressed with the *****.
Initial Complaint
Date:10/21/2024
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.
Im not able to get any of the documents because its on their website that they create a file for and when the documents are signed, Im not able to go in and upload . So the information is being blocked from me at this time I purchased a house and went into an agreement on September 18 shortly after that, my taxes discovered that my accountant didnt not file them. In order for me to get the *** loan, I would need my taxes so I had to back out on the agreements and Ive been contacting them ever since to send me my refund Theyve already have another seller and they are closing or closed on October 18 but theyre holding my deposit and theyre not responding to me
Business Response
Date: 10/21/2024
We appreciate the customer making us aware of their concern. The division team is in communication with the customer to establish expectations for receipt of the refund.
Customer Answer
Date: 10/29/2024
Complaint: 22444333

I am rejecting this response because:

I have not heard back from them and my money has not been refunded.

Regards,

********* *****
Business Response
Date: 10/29/2024
As was previously communicated to the customer, it generally takes 4-6 weeks to receive the refund, once the contract has been cancelled. It has been approximately, two weeks since contract cancellation and this is still in process.
Customer Answer
Date: 10/30/2024
Complaint: 22444333

I am rejecting this response because: Its been since September 13
they are nonresponsive and I need this to stay open. Im not accepting this until they give the refund.
They have not sent any type of proof that theyve even initiated the refund. Its only their words a refund does not take this long.
Regards,

********* *****
Initial Complaint
Date:10/18/2024
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.
The new home purchased includes warranty for structure and build quality. I had a few claims in the past that was mostly solved (some were solved by me as DR ********************** refused to do it). However at this moment I am seeking help to replace some roof damage (some metal trims that are missing) even after I stated the issue happened before the hurricane that affected the community they still insist to contact the insurance company, however they are the ones responsible to fix that as it happened before the hurricane and it is clearly poor service.
Business Response
Date: 10/23/2024
We appreciate the customer making us aware of their concern. The division customer care team has reviewed this matter and determined issues with the roof / soffit were not reported prior to hurricane ****** impacting the area. As the damages were determined to be related to the hurricane, they are not warrantable repairs. We encourage the customer to contact their homeowner insurance company for assistance.
Customer Answer
Date: 10/23/2024
Complaint: 22441798

I am rejecting this response because:
As I did what their superintendent suggested. The suggestion was to open one big claim with all flaws prior to the end of the warranty. And I did that. I kindly asked for evidences that this was fine before the hurricane but they failed to provide any evidences.

Regards,

****** ********
Business Response
Date: 10/24/2024
All warrantable repairs were completed. There are no warranty requests pertaining to the homes soffit prior to the hurricane affecting the area. We have reviewed the customers comments, and our original response stands. This matter has been closed.
Customer Answer
Date: 10/24/2024
Complaint: 22441798

I am rejecting this response because: nowhere in the warranty book states that all claims must be filed before any nature activity.

Regards,

****** ********
Initial Complaint
Date:10/16/2024
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.
The home warranty is far to difficult to access. The warranty is advertised as simple and easy to file a claim, contact a representative, and get the repairs done. I have been through the ringer with this company on the phone, email, text, etc. No work as been done to repair builder mistakes and shoddy work. I suspect this company is hiding their repair bills by not completing them in a timely manner and waiting for the 12 month warranty to expire.Their website also crashes constantly when on it. I suspect fraud, and this is used to increase their bottom line, thus artificially inflating their stock price at the price of the consumer
Business Response
Date: 10/17/2024
We appreciate the customer making us aware of their concern. The division customer care team is in communication with the customer to address the matter. Submitting a warranty request can be completed on the companys website at *****************************************************************************. Horton is committed to ensuring all warrantable repairs are appropriately resolved.

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